Smlouva o poskytování služeb podpory, údržby a rozvoje aplikací MONTI Control IS ČS a MONTI Control Údržba ČS

The contract is for a fixed period of 48 months. The contract becomes effective on January 1, 2027. However, if the contract is not concluded by January 1, 2027, its effectiveness will begin on the day following its signing by both parties, unless a generally binding legal regulation states otherwise. The contract will end either upon the expiration of this 48-month period or when Services totaling CZK 10,000,000 have been provided.

The core scope of work and statement of work summary for this tender involve a comprehensive set of IT services. The primary purpose of the contract is to define the conditions for the provision of services by the supplier to the client, outlining the scope, manner, and quality. The subject of the contract details the conditions under which the supplier will provide services and the client will remunerate them, as well as the conditions for the creation of specific works. Services not explicitly defined as a "Service" will be provided under a separate work contract.

Key deliverables and activities include:

• User Training: Providing training to users on system changes resulting from software updates.
• Reporting and Notifications: Creating and editing reports and email notifications.
• Source Code Management: Updating and managing source codes within the client's repository.
• Database Administration: Managing, maintaining, and monitoring databases.
• Monitoring: Tracking over-limit differences in fuel dispensing.
• Meetings: Conducting weekly status meetings, lasting at least 30 minutes, to review operational tickets and development requests.
• Ad-hoc Checks: Performing ad-hoc verification of order statuses upon the client's request.
• Incident Resolution and Request Fulfillment: Addressing incidents and fulfilling requests during the service operating hours.
• Request Resolution (Service V01): This service specifically aims to resolve requests according to client-approved solutions, record information about the resolution process in the client's HelpDesk, and update application documentation. It covers applications such as Monti Control (modules: Dispatch, Plan, Inspection, Purchase, Operations, Inventory, Statistics and presentation, On Guard), Monti Control Web, Monti Stanice, and Monti SuperVisor.
• Activities for Request Resolution include receiving requests, performing an analysis (impact, solution proposal, final state description, man-hour estimation, resolution deadline, implementation schedule, and client requirements), implementing the request in development and testing environments, testing the implementation, deploying to the production environment, documenting the request in HelpDesk, and updating source code.
• Monitoring and Prophylaxis (Service P01): This involves reviewing error messages, analyzing their causes, proposing solutions, and monitoring messages and notifications from the client's monitoring system.
• Activities under Monitoring and Prophylaxis also include reviewing log fill levels and growth trends (with analysis and proposed solutions for significant increases), reviewing error states, run times, and completion success of scheduled tasks (with analysis and proposed solutions for significant deviations), identifying issued but uninstalled security patches, identifying and resolving error states in data interfaces (e.g., SOAP, REST), and reviewing the validity periods of certificates.