Tenders Are Invited For Software Package And Information Systems - Purchase Of Subscriptions For Software For The Privileged Authority Management System Together With The Manufacturers Support For A Period Of 36 Months.

Software Package And Information Systems - Purchase Of Subscriptions For Software For The Privileged Authority Management System Together With The Manufacturers Support For A Period Of 36 Months.. Continuation Of Information From In Point 2.1.2. Ads. 4. Required Functionality Of The Equivalent Solution. Detailed Information On The Equivalent Solution Is Included In Point 4.1 - 4.11.16. Due To The Limited Number Of Characters In The Advertisement, Preventing The Full Content Of The Opz, Detailed Provisions Contained In Point 4.1. - 4.11.16. Included In Annex 13 To The Application For Admission To The Proceedings. 5. Conditions For Providing Support For The Software Of The Privileged Authority Management System Or The Manufacturer Of The Equivalent Solution. 5.1 The Software Manufacturers Support Should Allow Constant Access (Online, 24/7/365/366) To The Customer Portal And Reporting Software Related Problems. Expected Support Levels, At Least: 5.1.1 Level 1 - Verification Of The Problem. Support For Entries Requiring A Relatively Low But Wide Level Of Product Knowledge; 5.1.2 Level 2 - Determining The Problem And Preparing A Temporary Solution. Requires Extensive And Deep Knowledge About The Product. Is Fully Responsible For Solving Problems, Developing Methods Of Avoiding Them And Preparing Around; 5.1.3 Level 3 - Providing Descriptions Of Product Faults And Plans For Their Solution To Support Level 1 And Level 2. It Requires Technical Engineering Knowledge. 5.2 The Contractor Will Provide The Working Time Of The Software Manufacturers Application Center, At Least: From Monday To Friday From 8:00 To 17:00. 5.3 The Expected Times Of The Software Manufacturers Response To Report The Problem, At Most: 5.3.1 Critical Event (Production Work Is Not Possible, The Bypass Is Not Available) - 2 Hours; 5.3.2 Serious Event (Production Work Is Possible But The Main Functions Do Not Work, The Bypass Is Not Available) - 4 Hours; 5.3.3 Medium Event (Some Functions Do Not Work But It Does Not Have A Serious Impact On Production Work, Critical And Serious Events With Available Bypass) - 6 Working Hours; 5.3.4 A Reduction Event (Other Not Located In Higher Categories) - 12 Working Hours. The Contracting Authority Decides About The Level Of Notification Of The Problem; 5.4 The Contractor Will Provide Access To The Portal For Customers Of The Software Manufacturer Enabling Access To The Knowledge Base, Technical Documentation, Guides And Articles On The Best Practices. Access Must Also Ensure The Possibility Of Reporting Incidents, Managing Service Applications And Tracking Their Status. 5.5 The Contractor Will Provide Access To The Portal For Customers Of The Software Manufacturer Enabling Access To Technical Resources, And Downloading New Versions, Software Corrections And Tracking Product Updates. 5.6 The Contractor Will Ensure Through The Portal Of The Training Software And Workshops For Users And System Administrators That Help In Better Understanding And Effective Use Of Products. In Terms Of Basic Knowledge About Products, It Will Provide These Training Under

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Global Tender Document	Tender Notice