IT-Supportservice für die St.-Augustinus-Schule in Trägerschaft des Bistums Hildesheim

The contract timeline is as follows:

Contract start date: Monday, February 1, 2027.

Contract end date: Thursday, January 30, 2031.

Total duration: The contract has a total duration of 48 months for the Managed Service during the Betriebsphase.

Key Milestones and Phases:

• Phase 2: EU-Teilnahmewettbewerb zum Verhandlungsverfahren
• EU-Bekanntmachung: Friday, August 14, 2026.
• Antragsphase: Friday, August 14, 2026 – Monday, September 14, 2026.
• Submission: Monday, September 14, 2026.
• Phase 3: Verhandlung
• Versand Angebotsaufforderung Erstangebot: Monday, September 28, 2026.
• Angebotsphase: Tuesday, September 29, 2026 – Thursday, October 29, 2026.
• Submission Erstangebote: Thursday, October 29, 2026.
• Verhandlungsgespräche: Thursday, November 19, 2026 – Friday, November 20, 2026.
• Phase 4: Finale Angebotsphase & Entscheidungsphase
• Versand Angebotsaufforderungen finale Angebote: Tuesday, December 1, 2026.
• Angebotsphase: Tuesday, December 1, 2026 – Wednesday, December 16, 2026.
• Vergabeentscheidung: Tuesday, December 22, 2026 – Wednesday, December 23, 2026.
• Versand Informationsschreiben gem. §134GWB: Monday, January 4, 2027.
• Einspruchsfrist: Monday, January 4, 2027 – Thursday, January 14, 2027 (10 days).
• Vertragsvereinbarung: Monday, January 18, 2027 – Wednesday, January 20, 2027 (10 days).
• Phase 5: Vertragsphase
• Vertragsbeginn & Bindefrist: Monday, February 1, 2027.
• Vertragslaufzeit: Monday, February 1, 2027 – Thursday, January 30, 2031.

Phases of Service Delivery:

• Setupphase (Übernahme und Betriebsaufnahme): Begins immediately after contract award.
• Betriebsphase (Regelbetrieb): Includes 48 months of Managed Service after ITIL.
• Exit-/Ramp-Down-Phase (geordnete Übergabe am Vertragsende).

The core scope of work and statement of work summary for this tender, for IT Support Services for the St.-Augustinus-Schule in the patronage of the Diocese of Hildesheim, includes several key phases and deliverables:

1. Setup-Phase (One-time costs):

• Kickoff-workshops and inventory for the takeover of the entire system landscape.
• Takeover of the system landscape, including setup and test phase, and transition into the operational phase. This involves establishing the User Help Desk (UHD) / ticket system, monitoring, remote access, and documentation.

2. Operating Phase (48 months - Monthly lump sums):

• Operation Management: Administration and operation of the pedagogical servers and server services (IServ), storage and backup/recovery, network and WAN, WLAN, firewall and IT security, and preventive maintenance of central components.
• Support Services: User Help Desk (UHD) / hotline and ticket system, on-site service, support for servers, network, and WLAN (including fault resolution), and operation and support of end devices and peripherals. This also includes Mobile Device Management and media technology support for items like interactive whiteboards, projectors, Apple TV, document cameras, and printers.
• Monitoring: Provision of necessary licenses for a monitoring tool to oversee servers, network components, and services within the school.
• Specific service areas within the operating phase also include: Infrastructure Management (monitoring and proactive information), User Help Desk & Ticketsystem (single point of contact, accessibility, escalation, remote maintenance, knowledge base), Server-Management (administration, virtualization, storage, backup strategy, restore processes, documentation for IServ on Thomas-Krenn- / Super-Micro-Hardware), Network- and WLAN-Management (operation and troubleshooting of active network components, WLAN, firewalls, web filters, IT security), Pedagogical Network-Management solution IServ (operation, maintenance, updates, user/group/rights management, support, collaboration with manufacturer), Mobile Device Management (iPad systems via Jamf School and Apple School Manager including enrollment, profile/app distribution, class/group management, device exchange, tablet project support), End-Device Management and On-Site Support (maintenance and support for PCs, notebooks, iPads, peripherals, printers, projectors, interactive whiteboards/media technology, and administrative applications), and Personal, Documentation, Reporting & Innovation (roles, qualifications, deputization, peak load handling, social competence, IT inventory, ticket reports, KPIs, service reviews, IT consultation, strategic meetings).
• The service catalog further details: Incident Management (remote/on-site fault resolution, SLA restoration, escalation, ticket system documentation), Service Request Management (standard requests like user/group management, permissions, device setup, license/app assignments, data recovery), Onsite-Service (on-site support, provision of spare parts/devices), Monitoring & Event Management (monitoring via MSP-tooling, alarming), Patch- and Update-Management (planned maintenance, communication of windows, documentation, performed outside school hours), Documentation & Inventory (site documentation, inventory from IServ/Jamf School/ASM, knowledge base, fault history), Reporting, Reviews & Consulting (monthly SLA report, regular meetings, technical/IT security consulting, usage statistics), and Network & Security (operation/support of active network components, internet connection WAN, LAN/WLAN, segmentation/VLAN, web filter, IT-security consulting, error/event log evaluation, configuration/change management), and Server operation.

3. Exit-Phase (One-time costs):

• Orderly handover of the system landscape at the end of the contract, which comprises handover documentation (operating manual, current configurations, inventory, access information), handover workshops and instructions for successor service providers or the client, and support for a seamless transition, including the return of all provided documents.