Údaje o výzve na predloženie ponúk
Stav
Dátum odoslania
27/11/2018
Dátum odpovede
30/11/2018
Jazyk
Stav
Zodpovedaná
Údaje o otázke
Predmet
Reaction times for resolving an issue
Otázka
The Agency has specified reaction times under the chapter “4.1.4. Maintenance of existing applications and systems” as 8 hours, 48 hours and 5 days. Do we understand correctly, that these times are for resolving an issue? If yes, please specify also response times of the contractor for any of these issues. If not, please specify time for resolving all of the 3 types of issues.
Odpoveď
30/11/2018
The technical maintenance reaction times in point “4.1.4. Maintenance of existing applications and systems" of Annex I – Tender specifications refer to the time to resolve an issue. In all three cases, the response time shall be maximum two (2) hours from the first contact of the Agency via e-mail and/or by phone.