Tõlkevärava hooldus- ja kasutajatoe teenus (Eesti Keele Instituut)

The contract enters into force upon the signing by both parties. The total duration of the contract is 48 months (4 years) or until the maximum stipulated value of the agreement is reached, whichever occurs first. There is a possibility to extend the framework agreement for up to 4 additional months if a new public procurement contract has not been concluded and the maximum contract volume has not been met.

A key milestone is that the monthly fees, hourly rates for software development, and hourly rates for user consultation and awareness events are fixed for the first 2 years from the contract's entry into force. After this initial 2-year period, these fixed fees can be changed based on specified principles.

The core scope of work and statement of work for this tender involves establishing a framework agreement for services related to the Translation Gateway (Tõlkevärav) information system.

The main services to be ordered under this agreement include:

1. Monthly-based software maintenance: This ensures the Translation Gateway information system, including its software, reusable components, underlying software, and configuration, remains fully functional for end-users and secure, in compliance with the Service Level Agreement (SLA). The contractor is expected to perform these tasks proactively, and bug fixes for critical errors must be addressed within two hours.

2. Hourly-based additional software development: This covers the analysis of development needs for the Translation Gateway, subsequent development, testing, implementation, and user training.

3. Monthly-based user support service: This involves resolving system usage issues, accepting and documenting software improvement suggestions and errors as development or maintenance tickets, forwarding them to the appropriate party (maintenance provider, developer, or DevOps partner), and keeping users informed of resolution progress. A translation expert is also required to participate in weekly key user meetings and answer questions.

4. Hourly-based additional partner and user consultation services and informational events.

The framework agreement does not mandate the client to order monthly or hourly-based work if there is a lack of budget, other resources, or necessity.

Key deliverables and responsibilities include:

• Ensuring the system's functionality and security in accordance with the SLA.
• Documenting all work, including new or updated documentation, in Estonian and/or English, in an editable and electronic format.
• Providing copies of all test results documentation.
• Submitting handover-acceptance acts for completed works.
• Participating in technical meetings, typically once a month.

The estimated maximum total cost for the contract is 3,000,000 euros (excluding VAT) over a period of up to 48 months or until the maximum volume is reached.