User support, IT equipment maintenance and consumables service

Summary

Mutualia is seeking a supplier for user support and IT equipment maintenance, covering approximately 600 users at multiple sites. The work includes receiving, logging, classifying, resolving and, where necessary, escalating requests received by telephone, email and the user-support system; remote and on-site assistance; basic IT infrastructure tasks; and maintenance, repair and replacement of computers, servers, printers, scanners, displays and other equipment. The supplier must supply, install and collect original toner and other original consumables and parts, arrange compliant handling of used toner waste, and provide evidence and monthly reports. Telephone support must operate from 7:30 to 19:30 on working days, excluding national public holidays. On-site support is required at the Henao site in Bilbao from 8:30 to 14:00 and 15:00 to 17:30 on working days, and at the Ercilla site in Bilbao, the Pakea site in Donostia and the Vitoria-Gasteiz site from 8:00 to 14:00 and 15:00 to 17:00. Visits to other sites are required as needed under the service-level agreements. Users must be served in Basque or Spanish when they request it. The maximum on-site response time for maintenance is 2 working hours; user-computer repairs must be resolved within 4 working hours and server repairs within 6 working hours. Toner waste must be collected on request within 3 days. The annual allowance for IT infrastructure support tasks must be at least 50 hours. The initial contract term is one year starting on 1 January 2027, with an optional one-year extension. The initial-period budget is €368,000 excluding VAT (€445,280 including VAT); the estimated total contract value is €814,600 excluding VAT. Bids are evaluated on price (45 points), project plan (30 points), service-level improvements (20 points) and relevant references (5 points). The project plan must score at least 15 out of 30. Bidders must provide at least three qualifying references and hold ISO 27001 or an equivalent certification and medium-level ENS certification or an equivalent.