Hardware maintenance services

Service Level Agreements (SLAs) Availability of Support: - SLA*: 7*24/4/4/-/-, Service acceptance must be guaranteed 7x24 (Monday-Sunday, 00:00 - 24:00) at 365 days a year by e-mail, telephone and via a ticket system / WEB portal. Response and recovery times: -Priority 1 / 2 (Criticality: Very High - System Failure / Criticality: High - Significant System Restrictions): Response time (Call acceptance until technician start/remote start) max. 4 hours; Technician start-up time: 4h. -Priority 3 / 4 (Criticity: Normal - Low system restrictions / Criticality: Low operational readiness not affected): Response time maximum 4 hours; On-site assignment on the next working day (NBD – Next Business Day). Spare Parts: Storage of critical spare parts (high-availability components, power supplies, hard drives) if possible in the local or regional spare parts warehouse of the contractor full service: spare parts, working time, arrival and travel costs are included. Technical core services: Single Point of Contact (SPOC): Provision of a German-language service desk / ticket system with direct extension, via e-mail and web portal. On-site service: Hardware exchange or repairs are to be carried out exclusively by persons with verified professional qualification in the field of IT backup, network, server, storage and hyperconverged hardware. Qualification and experience must be proven in the offer. For the performance of the services described in the contract, in particular at the support hotline and for technical assignments, only persons who speak the German language to the extent sufficient to fulfill the contractually provided tasks professionally and correctly. Spare parts quality: use of original OEM parts (Original Equipment Manufacturer) or equivalent certified, functionally tested spare parts. Language proficiency: -is to be proven, e.g. by a recognized language certificate or a language examination. This requirement is based on the legal requirements for the use of the German language in the public service (§ 39a GG) as well as on the industry-specific regulations. Logistics and reporting: spare parts logistics: at the service appointment on site by the service technician himself or transport, customs processing and delivery directly to the installation location of the hardware according to the stand locations listed in the price sheet. Reporting and service review: Monthly / quarterly ticket and SLA report (overview of open/closed tickets, compliance with recovery times). Escalation management with named contacts (Account Manager, Service Manager). Framework conditions and compliance: Data protection (GDPR): For compliance with strict requirements for the exchange of data carriers, exchanged data carriers remain, e.g. hard drives, SSDs or tapes ... at degewo. Security specifications: -For necessary work on site at degewo vor, the service technician will be received and supervised by degewo's IT staff or an employee of the service provider who at this time supervises degewo's IT technology. Contract basis: -For the contract to be concluded for order processing in accordance with art. 28 GDPR is to be used a template provided by degewo. - Company liability insurance: At the latest at the time of the award of the contract, the contractor must provide proof of the existence of a valid company liability insurance with a minimum cover sum of € 3 million.

Reference list of successfully completed or ongoing similar contractual relationships of comparable size, during the last 5 calendar years (2021 – 2025) with indication of the projects, the client (with contact person, address and telephone number) and information on the type and scope of the services (e.g. multi vendor third party maintenance of server, network, storage and tape library hardware), etc.

further proof of suitability (e.g. certificates, self-declarations): Hardware exchange or repairs must be carried out exclusively by persons with verified professional qualification in the field of IT server hardware. Qualification and experience must be submitted in the offer by means of suitable proof of professional competence, in particular skills profiles of the professional staff employed (e.g. qualifications, experience, roles, certification certificates in the field of IT), if possible not older than 2 years. For the performance of the services described in the contract, in particular at the support hotline and for technical assignments, only persons who speak the German language to the extent sufficient to fulfill the contractually provided tasks professionally and correctly. The language proficiency must be proven, e.g. by a recognised language certificate or a language examination. This requirement is based on the legal requirements for the use of the German language in the public service (§ 39a GG) as well as on the industry-specific regulations.