Network and PC support services

Summary

The tender covers two categories of IT support services for Medizinische Universität Lausitz – Carl Thiem: network support and PC support. The network lot covers WAN, LAN and WLAN infrastructure, including routers, switches and firewalls, with ongoing monitoring, fault resolution, software updates and advice on infrastructure development. Its detailed specification estimates 240 person-days per year and caps the 48-month framework agreement at 1,200 person-days; the general tender section gives different network volumes, so bidders should verify the quantities in the official tender documents. The PC support lot covers user support for approximately 3,000 desktop computers, mobile devices and peripherals, device installation and replacement, and maintenance of Windows and other software. The general tender section estimates 500 person-days per year for PC support and sets a maximum of 3,500 person-days over 48 months. The framework agreement guarantees no call-offs: up to three contractors may be appointed for each lot, with individual assignments allocated through mini-competitions. For network support, the contractor must provide 24/7 coverage for very-high-priority incidents, with a response time of no more than one hour and restoration within four hours; normal- and high-priority incidents must be resolved by the next working day. The PC helpdesk generally operates Monday to Friday, 07:00–17:00, while systems directly relevant to clinical operations require 24/7 availability. Bidders must submit the required turnover, insurance, reference and staffing evidence, certifications and role profiles. Tenders are evaluated on price (40%), a technical discussion (25%), and the organisation, qualifications and experience of the proposed team (35%). The price schedule, presentation for the discussion, role qualification profiles and completed tender forms must be included.