Service Contract for EUDI Wallet Support Tooling – Technical Infrastructure

Summary

The tender concerns the provision, implementation, operation and maintenance of the complete technical support infrastructure (Support Tooling) for the EUDI Wallet Support Organisation. The contract covers only the technical infrastructure (LOS 2); operational Level 1 support and the Voice of Customer (VoC) / Analytics system are addressed under separate contracts. Key requirements include EU‑hosted, ISO 27001‑certified infrastructure, API‑first architecture, GDPR compliance, data portability, WCAG 2.1 AA accessibility, robust monitoring and incident response, and clearly defined SLAs. The base term is 24 months with an option to extend for 12 months; pricing is governed by the Los 2 price sheet with upfront implementation costs, annual operating costs and ramp‑up fees where applicable.