Requirements are as follows
Create two accounts of WhatsApp for Business services, two numbers will be provided.
Numbers will be of Abu Dabi, UAE
Subscription & support duration will be 1 year.
The solution is a software/API interface as a service.
Scheduled maintenance must be notified 24 hours in advance.
API’s for WhatsApp implementation/configuration.
The SUPPLIER should provide support by remote, email, and phone.
In case of software errors/outage, the SUPPLIER should conduct root cause analysis and submit a report that identifies the issues with the fixes applied and recommendation, also vendor should mention the time frame of delivering the RCA.
The subscription should cover the minor and major upgrades for the software.
The support should be available 24/7.
Vendor should provide Service level agreement in details the include at least the following:
a) Severity level and its definition.
b) Response time based on severity.
c) Restore time based on severity.
d) Resolution time based on severity.
e) Any changes/upgrades/patches affecting the service stability, the SUPPLIER should inform at least 24 hours in advance.