EU solidarity with Ukraine

Call for tenders' details

Title:
Provision of Development, Maintenance, and Support Services for the Java applica...
Contracting authority:
Agency for the Cooperation of Energy Regulators (ACER)
TED publication date:
02/04/2021
Time limit for receipt of tenders:
18/05/2021
Status:
Closed
Status
05/05/2021
06/05/2021
English (en)
Question details
Tender Specification
1) About § 4.1.2 of the “Tender Specification” document, in relation to the "Support Services" task, we would like to confirm what time window coverage is required for this service and, consequently, whether the minimum requirements regarding response and resolution times indicated in the document are to be understood as working or solar hours. 2) About § 4.1.2 of the “Tender Specification” document, with regard to the "Support Services" task , what is the method of calculating and remunerating the activities, given that the economic offer only provides for a price list in days/years for each professional figure? 3) About § 4.1.2 of the “Tender Specification” document, in relation to the "Support Services" task, does SPOC refer to a multi-channel contact mode or to an actual operational structure that performs initial reception, classification and evaluation of requests in order to filter them and forward them to the technical support team?
06/05/2021
1) The time window coverage is 8x5 based on the Agency’s working days. The normal working hours of the Agency is defined under point 12.3 1 of Annex I – Tender specifications. The minimum requirements regarding response and resolution times are to be understood as working hours. 2) The unit prices of person/day per expert quoted in the financial offer shall include all services as described in Section 4, it is an all-inclusive price. In line with point 10.2 of Annex I – Tender specifications the Agency shall define the volume of ‘Support Services’ tasks in each request for services. 3) The primary aim of the Single Point of Contact is to support to the Agency in the event of an unexpected behaviour of the Java environment and nested applications. It has to be considered as a structure that performs initial reception, classification and evaluation of requests in order to filter them and forward them to the technical support team.