Evolution de la plateforme informatique et réseaux et la fourniture des prestations de support, de maintenance et d'infogérance associées

The contract timeline is structured as follows:

The contract takes effect from its notification date for a firm period of 24 months. It is then renewable twice for periods of 12 months each by tacit renewal, leading to a potential total duration of 48 months.

Key phases and their durations are:

• Phase de prise en charge (Onboarding phase): This phase aims to set up the necessary arrangements for the contractor to provide support, maintenance, and operational services. It is launched upon notification of the service order, which corresponds to the T0 start date, and must last a maximum of 1 month. The T0 start date for this phase is scheduled for January 1, 2027.
• Phase opérationnelle (Operational phase): This phase begins once the onboarding phase is validated and involves the regular execution of services.
• Phase de réversibilité (Reversibility phase): This phase allows the contracting authority to regain the ability to directly or indirectly perform the IT services. It runs concurrently with the operational phase and must last a maximum of 1 month.

For individual projects associated with a purchase order, the contractor is committed to executing the services within a maximum of 3 months from the notification of the purchase order, unless a longer period is specified in the order. The execution period for each project starts upon receipt of the purchase order by the contractor and ends upon full acceptance of the completed work.

Other project phases mentioned include the "Phase d’initialisation du projet" and the "Phase de spécification et de conception".

The core scope of work for this tender primarily involves the evolution of the IT and network platform, along with the provision of managed services (infogérance), support, and MCO/MCS (Maintenance in operational condition / Maintenance in evolutionary condition) for both the platform and the office environment.

The high-level summary of the Statement of Work and core deliverables includes:

• Transition In Phase (Prise en charge): This phase aims for a gradual transfer of skills and the implementation of a quality assurance plan. Key deliverables include an operational service project, associated documents detailing operational tasks for each service, a Quality Assurance Plan, a Security Assurance Plan, and an operating file that outlines contractual service levels.
• Supply and Deployment: This covers the provision of specified equipment and software, as well as their project-mode deployment. This includes the evolution of the IT platform, deployment of outsourced backup solutions, deployment of network switches, and implementation of M365 data backup solutions.
• Support, Managed Services (Infogérance), and MCO/MCS: This encompasses both fixed-price (forfaitaire) and ticket-based services. Fixed-price services cover the IT platform, network, firewall, and backups during business hours. Ticket-based services address demand, incident, and problem management during business hours.
• General Managed Services and Technical Assistance: Fixed-price services include service center support, exploitation and software maintenance management, asset and inventory management, stock management, warranty management, documentation, continuous improvement, and managing relationships with third-party providers. Ticket-based services handle demand, incident, and problem management.
• Administration and Exploitation Services: This involves the administration and exploitation of Active Directory (AD) and DNS services, M365 tools and messaging services, and Antispam/Antivirus/AntiMalware security solutions.
• Specialized Services: This also includes the provision and management of an outsourced data backup service in an external data center, and the extension of support and maintenance for the Fortinet FG-60F bundle UTM firewall.
• Additional Expertise Services: The tender also provides for additional expert services from technicians, system and network administrators, experts, architects, and project managers, available during both business and non-business hours.
• Transition Out Phase (Réversibilité): Services related to the transition out from the contractor.
• Operational Process Formalization: Formalizing operational processes for the service center.
• Knowledge Transfer: Facilitating knowledge transfers between parties.
• Activity Planning: Planning all necessary activities.
• Responsibility Matrix Definition (RACI): Defining RACI matrices.
• Service Support Tools Development: Developing tools to support the services.
• Service Quality Measurement: Detailed definition and implementation of service quality indicators.
• Continuous Improvement Plan: Establishing a plan for continuous improvement.
• Representation and Technical Liaison: Representing the Contracting Authority and managing technical relationships with designated suppliers for the integration, evolution, and operational environment of business and related solutions supported by the IT and network platform.