Usluge održavanja infrastrukture ICT sustava Državne geodetske uprave

The total duration of the contract is 36 months. The contract start date is from the date of mutual signature. Additionally, there is a mention of a specific contract concluded for the period from October 10, 2026, to October 9, 2027. No other key milestones or phases are explicitly stated for the overall contract.

The core scope of work for this tender encompasses a comprehensive suite of ICT services. Key deliverables include:

1. Support Center Services: This involves incident and request management, problem management, configuration and asset management for infrastructural ICT services, and change management.

2. Monitoring of Critical ICT System Services: The contractor is responsible for monitoring the availability of critical ICT services, such as email systems, and escalating any incidents to the client's support center within one hour. Monthly reports on service unavailability are a requirement.

3. Administration of Infrastructural ICT Services: This covers both regular administration during standard working hours (08:00 – 16:00) and extraordinary administration as needed during evenings (19:00 – 22:00).

4. Administration of Security ICT Services: Similar to infrastructural services, this includes regular administration during standard working hours and extraordinary administration as required in the evenings.

5. Preventive and Corrective Maintenance of Critical Infrastructural ICT Services: This entails the maintenance of critical ICT infrastructure components, including various server types, with defined response and full functionality restoration times.

6. Corrective Maintenance of Non-Critical Infrastructural ICT Services: This service provides on-call corrective maintenance for non-critical ICT infrastructure.

7. Other Support for ICT System Users: This involves providing on-call support to users of the ICT system.

8. Delivery of Replacement Parts: The provision of necessary replacement parts for the repair or upgrade of critical and non-critical hardware components of the ICT infrastructure, including specific items like RAID controllers, motherboards, power supplies, fans, cache modules, battery modules, and various HDDs.

9. Security-Operational Center (SOC) Services: The establishment of an operational model for cybersecurity surveillance and the delivery of outsourced SOC services, leveraging the client's existing Security Information and Event Management (SIEM) system. This service operates continuously, 24/7, monitoring security logs, events, and alarms.

10. Consulting and Specialist Support: This category includes providing consulting services and specialized technical support.

Services are generally charged monthly, based on either consumed time or a fixed monthly fee, and require client-approved work orders. The contractor must submit a work breakdown structure for approval before commencing any work.