Standard and service support for EMC NetWorker software for data backup at MF 2027+

Subject matter Public procurement is an obligation on the supplier to provide: Service procuring entities consisting of providing standard support to SW EMC NetWoker and other service services related to EMC NetWorker software. The following services are included in the scope of the transaction:

1. standard support for SW product EMC NetWorker (hereinafter referred to as "Product") for a so-called capacity licence in the range of 30 TB (hereinafter referred to as "Standard Support");
2. the provision of additive service services to the Product (hereinafter referred to as the "Additive Services"). Standard support means a product maintenance service and support that provides the contracting authority with:
   • the possibility of free online access to and authorisation to use the latest current versions of the product;
   • access to the product's valid versions, including updating them, if any available and authorised to use them;
   • the right to use supported product versions on any supported operating system;
   • assistance in the case of questions concerning routine operation, short-term installation and use (both on-the-job questions) as well as issues related to code (error or non-standard states, behaviour contrary to Product Documentation);
   • assistance in the case of questions concerning the special functionality of the Product, or solutions to basic defects ("how to do");
   • Product defects solutions related to product installation, initial product configuration and product operation;
   • assistance via the phone and (if possible) via electronic access, only to the contact persons of the contracting authority on working days within the working hours from 7: 00 to 17: 00). Standard support does not include assistance for:
   • design and development of applications;
   • the use of the Product in any other assisted operating system;
   • failure caused by a product for which the supplier is not responsible. (a) Extended support:
   • Extended product support by the supplier on working days from 08: 00 to 20: 00 with a response time of 2 hours after reporting;
   • Prophylaxis and control of software functionality (1x per year, i.e. 4x per contract duration). b) Service support on request to a maximum of 96 mannequins per 4 years:
   • telephone and e-mail professional assistance in solving the operational problems of the Product including expert consultations;
   • service interventions on site on request. The subject matter of the contract shall be defined in detail in Article II. Proposal for a contract, which constitutes Annex 1 to this procurement document (hereinafter referred to as "the draft contract ').