1. REQUIREMENT EXTRACT R1 - 3.1 - "Responses to Section 5 shall not exceed four sides of A4." - MANDATORY R2 - 3.2 - "The Form of Tender at Annex A shall be signed by a director" - MANDATORY - sanction: "Tenders received without a signed Form of Tender will be rejected." R3 - 3.2 - "returned with the response" - MANDATORY - same sanction as R2 R4 - 3.4 - "Tenders shall be submitted through the Council's e-tendering portal" - MANDATORY - sanction: "Responses sent by email will not be evaluated." R5 - 3.4 - "by 17:00 on 30 October 2026" - MANDATORY R6 - 5.1 - "The supplier shall provide a named account manager" - MANDATORY R7 - 5.1 - "shall maintain a service desk staffed 24 hours a day, 365 days a year" - MANDATORY R8 - 5.2 - "The supplier shall respond to Priority 1 incidents within 30 minutes" - MANDATORY R9 - 5.2 - "resolve them within 4 hours" - MANDATORY R10 - 5.3 - "The supplier shall hold ISO 27001 certification covering all sites from which the service is delivered." - MANDATORY R11 - 5.4 - "technical approach, weighted 50 per cent" - SCORED R12 - 5.4 - "social value, weighted 20 per cent" - SCORED R13 - 5.4 - "price, weighted 30 per cent" - SCORED R14 - 5.5 - "The supplier shall not subcontract any part of the service desk without the Council's prior written consent." - MANDATORY 2. COVERAGE MATRIX R1 - no sentence can show this - UNVERIFIABLE - a page count lives in the laid-out file, not in pasted text; carried to section 6. R2 - no sentence can show this - UNVERIFIABLE - a director's signature cannot appear in the response text; the substantiation block states the form is not yet signed, which is section 3 business. R3 - no sentence can show this - UNVERIFIABLE - whether Annex A was attached is a property of the submission package. R4 - "Submitted by email to procurement@ashfield.gov.uk on 29 October 2026." - CONTRADICTED - the response states the exact channel 3.4 excludes. R5 - "Submitted by email to procurement@ashfield.gov.uk on 29 October 2026." - PARTIAL - the date falls before the deadline but no time is stated, and no portal timestamp exists to check it against. R6 - "Every client is assigned a named account manager who is their single point of contact for the life of the contract." - ANSWERED - an evaluator reading only that sentence gets the commitment. R7 - "We understand the importance of round-the-clock availability and the disruption an unattended service desk causes to a council of Ashfield's size." - RESTATED - it repeats 5.1's own subject and commits to no hours, no rota and no coverage. R8 - "Priority 1 incidents are acknowledged within 30 minutes of being raised." - ANSWERED - the number matches the requirement. R9 - "Our engineers work each Priority 1 through to closure, and the average time to resolution across our client base last year was 6 hours 20 minutes." - CONTRADICTED - 5.2 requires resolution "within 4 hours" and the only figure offered is 6 hours 20 minutes. R10 - "Northgate IT Services is an ISO 27001 certified company and applies the same controls across every engagement." - PARTIAL - certification is claimed at company level; the element left out is the certificate's scope covering all delivery sites. R11 - "Northgate IT Services has supported public sector clients since 2019." - PARTIAL - the technical answer is scattered across Our approach, Incident handling and Delivery model and is never stated in one place for a section-by-section scorer. R12 - "We are committed to the communities we serve and will offer two apprenticeships during the contract term." - ANSWERED - a named commitment with a number in one sentence. R13 - no sentence found - MISSING - the response contains no price, rate card or pricing reference. R14 - "Out-of-hours cover is provided by our partner Helix Nightdesk, who handle calls received between 20:00 and 07:00 on our behalf." - CONTRADICTED - 5.5 forbids subcontracting "any part of the service desk without the Council's prior written consent" and no consent is claimed. 3. DISQUALIFIERS Count: 5. R2 - the tender is rejected unsigned; the substantiation states "Form of Tender not yet signed" and 3.2 makes rejection automatic. R4 - the response records submission by email, and 3.4 says such responses "will not be evaluated"; the bid is never scored. R7 - the 24/365 desk requirement is answered with understanding only, so the mandatory service level is uncommitted on the page. R9 - the only resolution figure exceeds the mandatory 4 hours by more than half again. R14 - subcontracted out-of-hours cover is disclosed with no prior written consent referenced. 4. CLAIMS WITHOUT EVIDENCE "Northgate IT Services is an ISO 27001 certified company and applies the same controls across every engagement." - OVERSTATED - the certificate covers the Manchester office only and Leeds is outside its scope; a scope extension covering Leeds would have to exist, and an evaluator can read the scope statement off the public certificate register. "Northgate IT Services has supported public sector clients since 2019." - OVERSTATED - the evidence starts at three public sector contracts since 2023; a named 2019-2022 public sector client with a contactable reference would be needed. "Priority 1 incidents are acknowledged within 30 minutes of being raised." - UNSUPPORTED - the desk is staffed 07:00-20:00 Monday to Friday with no overnight rota, so nothing supports the claim outside those hours; a contracted acknowledgement SLA with Helix, plus ticket data, would be needed. "the average time to resolution across our client base last year was 6 hours 20 minutes" - UNSUPPORTED - no incident record supports any average; an exportable ticket dataset would be needed, and this is the figure a reference call tests first. "Every client is assigned a named account manager who is their single point of contact for the life of the contract." - UNSUPPORTED - with 34 staff nothing shows the assignment is universal; a named manager per current contract would be needed. "will offer two apprenticeships during the contract term" - UNSUPPORTED - a claim of intent only, and the weakest of these to challenge; a budgeted apprenticeship commitment or scheme registration would carry it. 5. FIX ORDER R2 - get Annex A signed by a director and attached - submission package, not the response body - one signature, but it needs a director tonight. R4 - resubmit through the e-tendering portal and delete the email route from the closing line - final line of the response - one sentence plus one portal upload. --- past this point one person cannot finish in one evening --- R7 - state the actual staffed hours and the mechanism giving 24/365 cover, or withdraw - Service desk - a paragraph with a named owner, and it depends on a rota that does not exist. R9 - state a committed 4-hour P1 resolution target or record non-compliance - Incident handling - a paragraph plus an operations decision. R10 - state the certificate scope honestly, or extend it to Leeds - Security - a document the bidder does not have; certification bodies do not move overnight. R14 - obtain and cite the Council's prior written consent for Helix Nightdesk - Delivery model - a document the bidder does not have; it is the Council's to grant. R11 - 50 per cent - consolidate the technical approach into one section an evaluator scores in one place - Our approach - a paragraph with a named owner. R13 - 30 per cent - supply the price submission in whatever form the pricing annex requires - a separate pricing document - a document not present here at all. 6. NOT CHECKED Annex A Form of Tender - referred to at 3.2, not in the pasted text. Clause 3.3 - the numbering runs 3.1, 3.2, 3.4; the omitted clause was never seen. Sections 1, 2 and 4 of the ITT - implied by the numbering, not supplied. Section 5 page count for R1 - the four-A4-side limit cannot be measured from pasted text. Signature and attachment of the Form of Tender for R2 and R3 - properties of the submission package. Portal timestamp for R5 - no submission record was provided. Pricing table or rate card for R13 - not present. Whether the draft response pasted here is the complete response - only headed sections appear.