Suministro y mantenimiento de la plataforma tecnológica del CIAC (Centro Interactivo de Atención al Cliente)

The contract has an estimated duration of 12 months. The estimated start date is January 1, 2027, and the estimated end date is December 31, 2027. In case of delays in the award process, the contract will still last 12 months, commencing from the day following the contract's formalization date. The contract allows for a single extension of up to 12 months. While the documents mention the possibility of partial deadlines within a work program, no specific key milestones or phases with defined dates are explicitly stated.

The core scope of work for this tender is the contracting of maintenance services for the CIAC platform. This platform serves 8 physical workstations (1 supervisor and 7 agents).

The Statement of Work (SOW) summary and core deliverables include:

• Maintenance of specific elements: This covers the Suite PRESENCE Opengate, customizations made to the PRESENCE software for CIAC services, 8 SNOM 345 IP phones, and 8 Plantronics CS540 wireless headsets.
• Hardware and Software Support: For IP phones, maintenance includes hardware replacement for failures and resolution of software or configuration issues. For wireless headsets, it solely covers hardware replacement in case of failure.
• License Updates: This service involves providing software updates, correcting errors or defects that prevent the software from meeting specifications, supplying new product versions, and replacing licenses if the machine they reside on breaks, within two business days.
• Technical Support: This encompasses the diagnosis and resolution of breakdowns or incidents in both hardware and software, including any customizations made to the PRESENCE software.
• Comprehensive Maintenance: This involves all tasks necessary to rectify common breakdowns or incidents causing platform malfunction and to restore service according to established service levels.
• Disaster Recovery: Tasks aimed at rapidly restoring the platform to a normal or acceptable operational state following a generalized failure.
• Replacement of Damaged Components: A service for substituting faulty hardware components in accordance with established service levels.

Elements explicitly *excluded* from this contract's scope, as they are provided and maintained by Metro de Madrid, are: the primary telephone line, Siemens switchboard and internal communication lines, computer equipment for supervisor and agent workstations (PCs, monitors, peripherals), communication lines between CIAC and Metro's CPDs, and the servers where the Presence software runs.