Servicio de mantenimiento y disponibilidad de la infraestructura tecnológica de la Universitat Oberta de Catalunya

The contract has an initial duration of two (2) years, commencing from the date of its formalization. It includes the possibility of up to three (3) extensions, with each extension lasting twelve (12) months. The maximum total duration of the contract, including all possible extensions, is five (5) years. A pre-notification period of two (2) months is required to extend the contract.

Regarding specific phases, the RUN service will begin billing after an initial transfer phase of one month, meaning it will be invoiced for eleven months in the initial year. The BUILD service will be invoiced upon the completion and acceptance of the assigned actions. The specific contract start and end dates are not explicitly stated as fixed dates but are contingent on the formalization of the contract.

The core scope of work for this tender is the "Service of maintenance and availability of the technological infrastructure of the Open University of Catalonia" (UOC). The primary objective is to ensure the optimal, secure, and continuous operation of the entire technological ecosystem supporting the UOC's activities. This includes the proactive and reactive management, operation, and administration of all existing technological infrastructures, encompassing both cloud and on-premise components such as servers, storage systems, communication networks, virtualization platforms, and other core elements.

Key deliverables and services summarized in the Statement of Work include:

• Maintenance and Continuous Evolution: Proactive and reactive management, operation, and administration of existing technological infrastructures (cloud and on-premise), including servers, storage, communication networks, and virtualization platforms.
• Integration of New Systems: Ensuring the correct incorporation and deployment of new systems or infrastructures arising from innovation projects, technological renewals, or capacity expansions, while ensuring coherent integration and compliance with security and performance standards.
• Availability and Operational Continuity: Guaranteeing maximum uptime and business continuity for infrastructures at all times, including disaster recovery management and executing planned maintenance with minimal impact.
• Cybersecurity and Regulatory Compliance: Ensuring strict adherence to information security and data protection regulations, such as the National Security Scheme (ENS).
• Infrastructure Evolution: Evolving the infrastructure towards maximum automation, efficiency (FinOps), and operational intelligence (AIOps).

The tender also details the scope through four main operational blocks:

• Bloc 1: Team Management and Organizational Model: Focuses on a Variable Dedication Team and a Retention and Low Rotation Plan.
• Bloc 2: RUN Subservice Operational Proposal (24x7 Strategy and Intelligent Selection): Guarantees uninterrupted 24x7 continuity, evolving towards Autonomous Operations (Zero-Touch Operations) using a Hybrid 24x7 Operational Model (AIOps and Human-in-the-Loop), integrating SIMO monitoring (7x24), establishing shift and on-call structures, implementing intelligent selection and automatic escalation protocols (AIOps), and developing self-healing mechanisms.
• Bloc 3: BUILD Subservice Executive Proposal (Transformation and Scalability): Concentrates on transformation capacity and delivery speed to drive infrastructure evolution, encompassing service scalability, DevSecOps and AI methodology, and network support.
• Bloc 4: OPTIMIZE Subservice Operational Proposal (FinOps): A transversal subservice focused on ensuring the economic sustainability of the multi-cloud environment, involving a SaaS FinOps platform, an optimization strategy, and cloud cost reporting.

Additionally, the scope includes support for changes, requests, and projects related to technological infrastructures, such as migrations, deployments, additions, removals, transfers, and modifications required by third-party projects; expert technical support for new projects and infrastructure exploitation; continuous administration and monitoring, along with incident detection and resolution; and continuous improvement of results, processes, and procedures.