Europol Public Information 7.4.6. Requirements for Service Level Agreement (SLA)  Pre-sales and Support:  Purchase:  Maintenance:   Page 32 of 35  Maximum time  Initial Response  Final Resolution  Sites in The  Netherlands  including but not  limited to HQ, JWF,  SNL, ESB, HQ2  – call  logged during  business hours  4 hours  8 hours  Sites in The  Netherlands  including but not  limited to HQ, JWF,  SNL, ESB, HQ2 – call  logged outside  business hours  4 hours from start of  business day 8:00h  End of next business  day  Other sites 24 hours  In EU+EFTA: 5 business  days  • Response and resolution times (from Call Initiation) in case of unplanned maintenance that  could include part replacement in the case of break-fix (replaced equipment must be  picked up by the provider):  • Successful tenderer’s Helpdesk shall be available in English via phone and/or email during  Europol regular working hours 08:00 to 18:00.  • On site delivery outside EU+EFTA: Standard Racks and standard components 10 weeks /  customised racks and customised components 14 weeks;  • On site delivery in EU+EFTA: Standard Racks and standard components 6 weeks /  customised racks and customised components 10 weeks;  • Request for offer: 5 business days;  • Time to answer technical questions: 2 business days;  Supplier must provide a Service Level Agreement aligned with the scope and objectives of this contract  including the following items within minimum thresholds:  On site delivery in NL: Standard Racks and standard components 4 weeks / customised racks and  customised components 8 weeks; 