Support für die rbb-Onlinedienste

The contract timeline is as follows:

The contract is scheduled to begin on January 1, 2027. The initial completion date for the services is June 30, 2028, resulting in an approximate total duration of 1.5 years. There is an option for the contract to be extended three times, with each extension lasting 6 months.

The core scope of work for this tender involves providing support for the rbb (Rundfunk Berlin-Brandenburg) online services. The project's objective is for the contractor (AN) to ensure the operational stability of the application level of the productive CMS system outside of rbb TOM's working hours, primarily through 2nd level support and troubleshooting.

The services to be provided by the contractor include:

• Onboarding/Training (Einarbeitung): The contractor must define the effort for training their employees, including project days and necessary framework conditions, based on the tender information and their expertise. This onboarding will take place weekdays from 09:00 to 17:00 at the client's premises or online via Teams. Prior knowledge of operating systems and application systems, especially Adobe Experience Manager (AEM), is a prerequisite and not part of the onboarding.
• Incident Management (Support): The contractor will perform all activities within defined times to ensure the productive application systems of the rbb online services. This includes checking for new incidents in ticket management, proactive monitoring, providing telephone on-call duty (2nd level support), delegating incidents to other stakeholders, and implementing necessary measures.
• Knowledge Exchange (Wissensaustausch): This is also listed as a service to be provided.

The overall scope encompasses all services required to fulfill the operational functions of the online systems. The contractor is expected to have extensive experience (>=5 years) in the configuration, maintenance, operation, and support of the described components, particularly CMS application systems based on Adobe AEM, demonstrating this through certifications and references. The contractor will support the operation of the CMS and other rbb online services.