Mantenimiento, disponibilidad, gestión, operación, administración, soporte a despliegues y transformación, y gobierno FinOps de la infraestructura tecnológica de la UOC.

The contract duration is two (2) years, starting from the date of formalization of the Contract. There is a possibility of up to three (3) extensions, with each extension lasting twelve (12) months. The maximum total duration of the Contract, including all extensions, is five (5) years. A notice for extension must be given two (2) months before the end of the current term.

Regarding phases, the initial amount for the RUN service has been calculated for twenty-three (23) months because the first month corresponds to an initial transfer phase that is not subject to billing.

The core scope of work for this tender is the maintenance and availability service for the technological infrastructure of the Universitat Oberta de Catalunya (UOC).

The primary objective is to ensure the continuity, availability, security, and evolution of the institution's IT services.

The Statement of Work (SOW) encompasses the following key areas:

• Management, operation, and administration of existing infrastructure and new systems integrated during the contract term.
• Support for changes, requests, and projects related to technological infrastructure, including migrations, deployments, additions, removals, transfers, and modifications required by third-party projects.
• Expert technical support for the execution of new projects and the exploitation of various infrastructures.
• Continuous administration and monitoring of the infrastructure, along with the detection and resolution of incidents and problems, to guarantee maximum availability of UOC services.
• Continuous improvement of results, processes, and procedures, measured through service level agreements, and documentation.

The services are structured into three main sub-services:

1. Recurrent Operation Service (RUN): This involves a 24x7 hybrid operational model, integration and traceability of SIMO monitoring, intelligent selection protocols with automatic escalation (AIOps), and self-healing mechanisms for PaaS services.

2. Support for Deployments and Transformation (BUILD): This includes service scalability, DevSecOps and AI methodology, and support for LAN/WAN networks.

3. FinOps Governance and Operational Execution (OPTIMIZE): This service focuses on a SaaS FinOps platform, strategies for capturing savings, and generating cost and governance reports.