Tenders Are Invited For It Services: Consulting, Software Development, Internet And Support – Framework Agreement For The Provision Of Support, Maintenance And Programming Services For The Client-Server System For Flood Forecasting Delft-Fews 2026-2030

It Services: Consulting, Software Development, Internet And Support – Framework Agreement For The Provision Of Support, Maintenance And Programming Services For The Client-Server System For Flood Forecasting Delft-Fews 2026-2030. The State Office For The Environment, Nature And Climate Of North Rhine-Westphalia Operates A Flood Forecasting System Using The Delft-Fews Software. Regular Support And Maintenance Work, Including Troubleshooting, Is Required For The Existing Client-Server System Of The Software. The Operation Of Productive, Redundancy And Test Systems For High-Performance And Stable Provision Of Predictions Must Be Guaranteed. In Addition, The Further Development Of The Systems Must Be Continuously Supported. The Contractor (Hereinafter An) Offers The Client (Hereinafter Ag) Software Support Through A German-Speaking Helpdesk. The Helpdesk Registers Received (Fault) Reports And Questions Using A Ticket System And, In Consultation With The Client, Categorizes Them According To The Categories Differentiated In The Service Description. The Flood Reporting System Is A System With High Demands On Performance, High Availability And Reliability. The Contractor Guarantees A System Availability Of The Clients Delft Fews System Of At Least 97% Based On The Existing Hardware Availability. (Reference Period: Calendar Month). Unavailability Is Defined As The Period Of Time Between The Notification Of Unavailability And The Restoration Of The System. The Contractor Receives All Unavailability Reports Through The Helpdesk And Will Work With The Client To Determine The Category Of The Error Message. Depending On The Severity Of The Error, This Regulates The Necessary Reaction Time And The Time It Takes To Correct The Error. The Response Times Can Be Found In The Service Description. Typical General User Questions Or Simple Content And Technical Questions, As Well As Advice To The Client When Using The System, Must Be Able To Be Answered Directly By Helpdesk Employees. For Further Questions, The Helpdesk Or The Contractor Must Be Able To Involve The Software Manufacturer (Deltares) In Finding A Solution At Short Notice (Second-Level Support). For This Purpose, It Must Be Possible To Submit Corresponding Error Reports To The Manufacturer Of The Software (Deltares), For Example As Part Of The Intermediary Status. Upon Request From The Client, The Helpdesk Must Also Carry Out Configuration Work Or Test It As Part Of The Availability Guarantee. The Exchange Of Configurations Must Be Carried Out Using An Exchange Platform On The Internet (Upload/Download Option, E.G. Gitlab), Which Is Operated Or Made Available By The Contractor. Configuration In The Sense Of Configuration Work And Configuration Updates Means That The Contractor Updates And Implements Technical Settings For The Data Processes And Representations (Updated Geodata, Additional/Changed Input Data, E.G. Met. Forecasts Or Measuring Stations, As Well As Modified Result Statements And Graphics, Etc.) In The Lanuk Fews Application