Vzdrževanje zunanje požarne pregrade CheckPoint in lokalna tehnična pomoč

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The core scope of work for this tender involves several distinct areas, broken down into separate lots, focusing primarily on IT infrastructure maintenance, support, and management.

For Sklop 1, the scope includes:

• Maintenance of hardware and software, encompassing hardware, firmware, software, licenses, subscriptions for security definition updates, and management tools (Management, Event, and Reporting server).
• Error resolution (reactive support), which covers the diagnosis and rectification of software and hardware faults on the client's systems, alongside collaborative efforts with external partners for complex issues.
• Technical assistance, providing daily administration and mentoring, support for client administrators, consultation on equipment usage, implementation of minor new functionalities, execution of necessary configuration changes, and management of user access. This also involves participation in the client's change management processes.
• Operational supervision, which includes monitoring system events, providing a graphical overview of high-level topology, verifying encryption key validity, monitoring device temperatures, maintaining an inventory of devices, and alerting the client to outages or performance indicator exceedances within 30 minutes.
• Installation of new software versions, involving informing the client about updates, proactively suggesting relevant upgrades, and performing all required upgrades (security, bug fixes, and functional enhancements) as agreed upon with the client.
• Documentation and Reporting, requiring collaboration on updating IT asset inventory, maintaining current technical and security-relevant documentation, preparing monthly reports summarizing service interventions, security policy and configuration changes, audit trails, and security incidents, along with trend analysis and proposals for infrastructure improvements. Annual presentations on software novelties and documentation updates are also required.
• Manufacturer support, ensuring 24/7 support indirectly through a partner or system administrator, with guaranteed response times for different severity levels, access to manufacturer forums, knowledge bases, and unlimited service requests.

For Sklop 2, the core deliverables include:

• Management of the IBM ISP tool.
• Provision of additional professional assistance.

For Sklop 3, the core deliverables include:

• Maintenance of Snow software licenses (Snow Base technology Package Maintenance - BTM+SRS) for a duration of three years.
• Maintenance of Snow subscriptions (Snow SaaS Advanced Optimization Subscription, BTM+SRS) for three years.
• Provision of local technical support.
• Provision of additional professional assistance.