This Is An Invitation/Request For Information For A Market Dialogue (Not An Advance Notice, Procurement Notice Or Request For Tender). Responding To The Invitation And Request For Information Does Not Mean Giving An Offer, But Participating In The Market Dialogue. Object And Goal Of The Future Acquisition: The Object And Goal Of The Acquisition Is Expert Support For Microsoft Technologies And Support Services For The Microsoft Environments Used By The Organization. The Support Service Must Cover At Least:• Technical Fault Management And Problem Solving Of Microsoft-Based Systems• Proactive Development Of The Environment And Risk Management• Expert Advice Related To Microsoft Technologies• The Possibility To Use Expert Support At The Manufacturer Level• Management, Reporting And Monitoring Of Support Services The Procurement Aims At:• A Cost-Effective Support Model• Successful Targeting Of The Use Of Support Services • Alternative Implementation Models If Necessary (E.G. Hybrid Models) The Purpose Of The Procurement Is To Ensure The Continuity And Cost-Effective Development Of The Organizations Critical It Systems. To Answer The Following Numbered Questions: 1. Service Model And Content• Do You Describe The Support Service Model You Offer (Reactive, Proactive, Hybrid Model)?• Which Services Are Included In The Basic Price?• Which Services Are Separately Chargeable?2. Cost And Pricing Model • How Is The Service Priced (E.G. Consumption-Based, Fixed, License-Based)?• How Can Costs Be Optimized Based On Customer Usage?• Is It Possible To Limit The Service So That The Organization Only Pays For The Services Used? 3. Alternatives To The Current Support Service Model• What Alternative Support Service Models Do You Offer For Supporting Microsoft Environments?• How Does Your Service Relate To Microsofts Own Support Service (E.G. Complementary, Partially Replacing Or Completely Replacing)?• What Are The Restrictions Associated With The Use Of Different Support Models (E.G. Access To The Manufacturers Product Development Support Or Escalation Channels)?4. Ai And Automation In Support Service• Do You Use Artificial Intelligence In The Production Of Support Services (E.G. Automatic Troubleshooting, Copilot)?• How Does Artificial Intelligence Affect Service Quality And Costs?• In Which Situations Do You Switch To Human-Based Expert Support?5. Service Levels And Response Times• What Are The Support Service Slas (Response And Resolution Time)?• How Are Critical Incidents Prioritized?• Is 24/7 Support Available?6. Reporting And Monitoring• What Kind Of Reporting Is Offered (Usage, Tickets, Costs)?• Can The Customer Be Provided With A View Of The Actual Utilization Rate Of The Service?• How Is Unused Capacity Identified?7. References And Experiences• Do You Describe Similar Implementations In Public Administration• Is There Experience In Replacing Or Optimizing Unified Support?8. Risks And Limitations• What Are The Main Risks In The Transition From Another Suppliers Service?• How Are The Risks Managed?9. Transition And Implementation• What Is The Estimated Transition Time From The Current Support Model To The New One?• What Is Required Of The Client Organization During The Transition Phase? 10. Duration Of The Contract• Can The Contract Be 12 Months Or 48 Months? Market Dialogue: The Purpose Of The Request For Information Is To Map Suppliers Operating In The Market Who Could Offer Kela Technical Support Services For Microsoft Environments. Suppliers Are Asked To Answer Procurement-Related Questions By E-Mail, Comment And Offer Ideas For The Solution And Tender. Participation: Suppliers Are Asked To Indicate Their Willingness To Participate In The Market Survey By 2:00 P.M. On June 15, 2026 By Email To
[email protected]. Your Participation Registration Must Include The Following Information In The Sections Of The Email Message Below: Message Title: Participation Of The Company [Name] In The Market Dialogue Of Kelas Microsoft Environments Technical Support Service. Message: The Message Must Include The Suppliers (Company) Name, Social Security Number And Contact Person Through Whom The Dialogue Will Take Place.
