Tenders Are Invited For Software Support Services - Avaya Contact Center Services

Software Support Services - Avaya Contact Center Services. Extension Of Licenses (Right Of Use) Related To The Avaya Contact Center System And Software Monitoring As Well As Manufacturer Support Within The Framework Of A Business Contract. In Addition, Availability To Receive Notifications Of Errors In The Operation Of Telephone Pbx And End-Point Devices (Avaya Experience Portal Ivr, Dsr And Sbc Devices) And Start Troubleshooting, Provision Of An On-Call System, And Remote And On-Site Troubleshooting. Requested Support Services: Mediated Manufacturer Product Support And Software Monitoring Of Contact Center And Related Components Are Legally Required Until 31.08.2026. Operating Support From The First Day Of The Month Following The Entry Into Force Of The Contract Until 31.08.2026. The Contractor Operates An Accurate Error Reporting System 7 Days A Week In A 7*24 Hour Interval (Reporting Time Interval), To Which The User Group Defined By The Customer Can Make The Report And Monitor The Current Status Of The Error Report. Mediated Manufacturer Product Support And Software Monitoring: The Contractors Task Is To Provide And Mediate Manufacturer Product Support (Error Correction) And Software Monitoring Tasks For The Customer Regarding The Contact Center And Related Ip-Based Telephone Infrastructure, According To The Customers Instructions, In Accordance With Professional Regulations And Standards. Operation Support: The Purpose Of The Operation Support Service Is For The Future Contractor To Perform Support Tasks For The Continuous And Reliable Operation Of The Existing Avaya - Dsr - Oracle Infrastructure (Session Border Controller) At The Customer. Its Task Is To Provide On-Site And Remote Assistance, And The Possibility Of Reporting Support By Phone And Email, Whose Contact Details Are Included In The Annex To The Business Agreement To Be Concluded By The Parties. The Operation Is Carried Out By Technical Colleagues On The Customers Side, The Contractors Task Is To Support This Operation Process. These Activities Are Billed As Part Of A Monthly Flat-Rate Service. Provision Of Remote Access: In Order To Provide Contractual Troubleshooting And Support, The Customer Undertakes To Provide The Contractors Specialists With The Possibility Of Remote Access To The System. The Detailed Parameters Are Contained In The Technical Description Forming Part Of The Public Procurement Documents. Scope And Quantity Of Systems To Be Included In The Service: Live Environment: Quantity (Pcs) Name 1 Avaya Media Gateway G450 (Dual Ps), 1 Avaya Media Gateway G450 (Dual Ps), 3 Virtual Communication Manager 2 Virtual Session Manager 1 Virtual System Manager 2 Virtual Avaya Media Server Ha 1 Virtual Avaya Aura Messaging 1 Virtual Weblm 2 Virtual Application Enablement Services Grha 2 Contact Center Aacc Voice And Multimedia Ha 1 Ivr: Experience Portal - 30 Channels 2 Media Processing Platform 2 Ivr Application Server (Aif) 189 Avaya 9608 Ip Devices 6 150-Channel Dsr Voice Recorder 6 Sldc