Servicio de atención centralizada al personal técnico del departamento de itpara el institut català de nanociencia y nanotecnología (icn2)

The contract has a total duration of five years, with no possibility of extensions. The service is required to be operational starting from October 1, 2026. The contract duration officially begins from the date of its formalization or any other date specified in the contractual document.

The implementation plan ("Plan de Puesta en Marcha") includes the following key phases:

• Fase 0: Pre-planificación (1-2 weeks prior)
• Fase 1: Elaboración del Plan (1-2 weeks)
• Fase 2: Setup Técnico (1-2 weeks)
• Fase 3: Captura de Conocimiento (2-3 weeks)
• Fase 4: Piloto y Testing (1 week)
• Fase 5: Go-Live (1 day)

The core scope of work for this tender is to ensure the correct functioning of the ICN2's technological infrastructure, minimize incident response and resolution times, and contribute to the continuity of the center's activities. This involves providing specialized, centralized technical support, managing incidents and requests, and maintaining the operational status of information systems according to established service levels.

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

Core Services:

• Proactive 24x7 monitoring and management of ICT infrastructures.
• Advanced technical support (Level 2 and 3) for the center's critical technologies.
• Specialized support for Microsoft Azure in cloud and hybrid environments, covering areas such as Infrastructure (IaaS), App Services (PaaS), Databases, Networking, Security, Compliance, Microsoft 365, hybrid scenarios, and cost optimization.
• Cybersecurity consulting and continuous improvement implementation.
• Preventive and corrective maintenance for all infrastructures.
• Management of service requests and changes.
• Development and execution of a service transition and reversion plan.
• Provision of monitoring software (e.g., LogicMonitor or equivalent) without additional cost.

Technological Scope:

The service must cover all current and future ICT technologies, systems, and infrastructures of ICN2, including:

• Networking and Communications: Cisco switches (3560G, 2960, 9200, 9300), Cisco core, Cisco Meraki Wireless LAN, Teams fixed telephony.
• Network Security and Perimeter Defense: FortiGate 900G Firewall, Fortinet security solutions (IPS, IDS, Web Filtering, Antivirus).
• Virtualization and Computing: Microsoft Hyper-V on Cisco UCS 5108 servers, Windows Server (2012/2016/2019/2022) and Linux (CentOS 7, Ubuntu Server) virtual machines.
• Microsoft Azure Cloud: Virtual machines, App Service, SQL Database, Storage (Blob, Files, Tables), Networking (VNet, Gateways, ExpressRoute), Security Center, Defender for Cloud, Backup, and Disaster Recovery.
• Microsoft 365 / Office 365.

Core Deliverables & Phases:

• Implementation Plan (Plan de Puesta en Marcha):
• Pre-planning (1-2 weeks): Initial meeting, final scope definition, resource assignment, calendar planning.
• Plan Elaboration (1-2 weeks): Detailed document outlining the contractor's organization, relationship model, operational procedures, contingency plans, responsibilities, escalation processes, and timeline, subject to ICN2 approval.
• Technical Setup (1-2 weeks): Configuration of ticketing systems, monitoring setup, communication channels, monitoring software, procedure testing, and knowledge base preparation.
• Knowledge Capture (2-3 weeks): Documentation of current configurations, troubleshooting procedures, manufacturer contacts, architecture, operational processes, and populating the knowledge database with case studies.
• Pilot and Testing (1 week): Incident management in pilot mode, SLA billing, escalation testing, monitoring billing, and prove-out of procedures.
• Go-Live (1 day): Formal service activation, official handover, and transition of all responsibilities.
• Documentation:
• Disaster Recovery Playbook (Manual de Recuperación Técnica) with technical steps for service restoration.
• Operations Manual (Manual de Operaciones) including procedures for incident escalation, planned maintenance, recovery procedures, and contact trees.
• Reversion Plan (Plan de Reversión) document for service termination scenarios.
• Final handover document with a complete checklist.
• Reports:
• Monthly Report: Covering SLA compliance, incident statistics, service availability, performance trends, and recommendations for improvements.
• Quarterly Report: In-depth analysis of long-term trends, capacity planning, security alerts and vulnerabilities, and cost optimization recommendations.
• Meetings: Monthly meetings for report presentation, Q&A, incident discussion, maintenance planning, escalation of recurrent problems, and action item definition for upcoming months.
• Contractor Obligations: Compliance with defined SLAs, 24x7 availability for critical environments, timely response, maintaining updated knowledge bases, and providing monitoring software without additional cost. High availability (minimum 99.9% SLA) of the monitoring service is also required.