Service of HIS InfoMedica Plus/AMMS Plus application software

Detailed description of the subject of the contract: 1. The Contractor shall provide maintenance and support services for HIS-class application software InfoMedica Plus/AMMS Plus for a period of 24 months, starting no earlier than 01 February 2027. 1. Scope of activities performed as part of the InfoMedica Plus / AMMS Plus system maintenance: a. Installing and implementing up-to-date versions of application software; b. AMMS Plus system updates will be performed on a date agreed upon by the parties to the contract.

The Client undertakes to download from the software manufacturer's FTP all files necessary to perform the update.

The update will be carried out in cooperation with an IT employee on the part of the Contracting Authority, in a manner and at a time that does not interfere with the Contracting Authority's operations. c. Adapting the configuration of the application software to the needs of the Contracting Authority, including assistance in defining templates, reports, dictionaries, forms, lists, etc. d. Providing instructions, if necessary, on the preparation of various reports, statements, etc. e. Advisory services regarding the preparation of data submitted by the Contracting Authority to superior and cooperating entities (e.g., the National Health Fund, the Health Department of the relevant Office, banks, etc.) in electronic form (e.g., diskettes, telecommunications links, etc.). f. Supplementary consultations, user support in the operation of the application software.

Consultations and training may be conducted remotely on designated user workstations and by telephone. g. Advisory and support services for the administration of the Oracle database. h. Performance tuning and optimization of the database software configuration, taking into account the needs of the Contracting Authority and the requirements of the application software. i. Ongoing optimization of the software configuration, taking into account the needs of the Contracting Authority. j. Assistance in emergency recovery, at the request of the Contracting Authority, of the software state and accumulated archival data properly backed up by the Contracting Authority on appropriate media. k. Advisory services regarding the expansion of IT resources. l. Assistance in rectifying software failures caused by the Contracting Authority or resulting from random events. m. Verification of database integrity. n. Updating server systems of the HIS environment. o. Access to telephone consultations (Hot-Line). p. Maintaining a log of contacts with the Contracting Authority, covering the execution of activities, including software configuration changes. q. Service requests by the Contracting Authority will be submitted via: a dedicated e-mail address, a dedicated web platform, and a dedicated service telephone number, which will remain unchanged and accessible to the Contracting Authority at all times throughout the term of the agreement.

Receipt and logging of requests by the Contractor will take place 24 hours a day, 7 days a week, year-round, including working days, holidays, and statutory non-working days. r. In the event that a request is received by the Contractor: i. between 16:00 and 24:00 on a working day – it shall be treated as received at 08:00 on the following working day; ii. between 00:00 and 08:00 on a working day – it shall be treated as received at 08:00 on that working day;

iii. on a statutory or additional non-working day – it shall be treated as received at 08:00 on the next working day; iv. on a working day between 08:00 and 16:00 – it shall be treated as received on the day of submission at the time of submission. s. The Contractor will classify received service requests according to the following categories: i. Critical failure – means a serious failure of the application software significantly affecting the continuity of the Contracting Authority's operations; ii. Standard failure – means a situation in which disruptions occur in the functioning…