The ESM intends to establish a framework agreement with one Provider. The Provider will deliver onsite IT support and other related services to ESM’s End Users, currently around 380 users and 750 guest accounts, as well as users without an account, e.g. on-premise guests. Services are to be performed at the ESM Premises unless otherwise indicated in the Terms of Reference. The Provider will be required to cater to the high standards of the ESM user base, operate the Services with due care and to the highest security standards. In the provision of the Services, the Provider will have to comply with SLA & SLR and reporting requirements as described in the documents.