Maintenance and Warranty Management of Microcomputer Equipment

Summary

The tender covers maintenance and warranty management for microcomputer equipment, including desktop computers, laptops, monitors, printers and related equipment for Metro Bilbao. The service must provide coverage from Monday to Friday, excluding public holidays, from 08:00 to 18:00, with a response time of no more than 4 working hours, provisional resolution within 1 working day and final resolution within 3 calendar weeks. A faulty device may not remain unavailable for more than 24 hours, and firmware updates must be included where necessary. The contract is planned for two years, with two possible one-year extensions, and is expected to start on 1 January 2027. Offers are due by 12:00 on 13 October 2026. The maximum tender amount is EUR 55,000 per year excluding VAT, while the estimated maximum annual volume is EUR 70,000 excluding VAT. Technical quality accounts for 50% and the formula-based price criterion for 50%; offers scoring below 30 points in the qualitative assessment will be rejected. The successful contractor must provide in-situ maintenance, collection and delivery service for industrial equipment, warranty coordination, incident tracking, monthly reports and approved replacement equipment.