Prestations de maintenance corrective et évolutive

The contract timeline is as follows:

• Contract effective date: The framework agreement takes effect from the date of its notification, which corresponds to the date of reception by the awardee of the market copy.
• Provisional start date for services: January 1, 2027, or any other date specified in the notification letter.
• Initial duration: One year from the start date of service execution.
• Renewal: The contract is tacitly renewable three times for a period of one year each.
• Total duration: The total execution period cannot exceed four years.
• Non-renewal notification: The CCI must provide written notification of a non-renewal decision to the contractor(s) at least two months before the end date of the current framework agreement period.
• Contractor's obligation: The contractor cannot refuse a potential renewal.
• Execution deadlines: Specific execution deadlines are defined either in the CCTP, the contractor's technical brief, or in each purchase order.
• Key Milestones or Phases: The document "Lot - AE Valant CCAP.docx" explicitly states "Sans objet" for "Prestations scindées en parties techniques distinctes - Phases", indicating no distinct phases are defined at the contract level.

The core scope of work for this tender encompasses several key areas:

Maintenance and Support:

• Corrective maintenance and support, including centralizing requests (anomalies, evolutions, assistance), providing level 1 and 2 support, pre-analyzing and confirming anomalies, declaring, taking charge of, qualifying, and prioritizing anomaly tickets, and correcting anomalies in specific CRM E-DEAL developments or parameterizations.
• Updates of versions, involving impact studies, implementation of updates, and managing pre-production and production updates.
• Assistance in optimizing databases and the web front-end to enhance processing speed and user experience.
• Execution of load tests post-MEP, which includes scenario drafting, parameterization, test execution, and subsequent optimizations.

Development and Evolution:

• Sprints (both long 10-week and short 5-week durations) for project execution, covering backlog definition, conception, realization (development, internal recipe, design document updates), external recipe, MEP, and project governance.
• Evolutionary maintenance, which involves declaring, taking charge of, qualifying, and costing evolution tickets, prioritizing their treatment, validating charge estimations, preparing and animating functional and technical workshops, updating and validating design documents, parametrizing the CRM E-DEAL, performing specific developments, and implementing interfaces with the information system (IS).
• Deployment in production, encompassing planning, delivery of the application version, and validation of the version in production.

Consulting and Change Management:

• Assistance, including declaring, taking charge of, qualifying, communicating load estimations, prioritizing, and validating assistance tickets.
• Training for users and administrators, delivered through inter-company modules, on-site, remote sessions, e-learning, and video tutorials, including preparatory meetings and support material creation.
• Change management actions, such as accompanying the client in defining their training plan, participating in seminars, and presenting new functionalities.
• Consulting services for formalizing simple and complex processes, which involves launch meetings, interviews with end-users and technical contacts, drafting a synthesis note (including costing for E-DEAL work), and restitution meetings.
• Consulting on data usage (data marketing), focusing on defining customer/prospect segments and profiles, defining customer journeys, conducting data studies, and providing recommendations.
• Formalization of marketing automation scenarios, including the configuration of customer journeys with up to three interactions.

Reversibility:

• Reversibility services, which include providing and updating deliverables, exporting 15 tables in CSV format, and knowledge transfer through workshops and remote support.

Core Deliverables:

• Functional Design Specification (SFD) and Technical Design Specification (STD), along with interface contracts.
• Data Dictionary or descriptions of screens and fields.
• Technical Architecture Dossier (DAT), including the technical architecture diagram.
• User Manuals and Administration Manuals for the target version.
• Training materials for functional and technical administrators.
• A demonstration environment for the target version.
• An Exploitation Manual.
• Recipe books based on business cases.
• Design documents.
• Configured CRM E-DEAL (binary and metadata).
• Correctives for anomalies.
• Delivery reports for recipe and production, and validation reports for recipe and production.
• MANTIS tickets for assistance, anomalies, and evolutions.
• Meeting agendas, minutes, workshop preparation documents, and workshop reports.
• Data study reports, including indicators, segmentation, and client profiles.
• Recommendations and definitions of customer journeys.
• Configured customer journeys for marketing automation.
• Reversibility dossiers, including updated deliverables and CSV exports.
• Synthesis notes for process formalization with E-DEAL costing.
• PowerPoint supports, presentation scripts, or video recordings for key project presentations.
• E-learning videos or tutorials.