Technical support service for HPE IT equipment

Summary

The tender is for three years of technical support for the Tenerife authority’s HPE servers, storage systems and other listed IT equipment. The service includes 24/7 receipt of incident reports, remote technical support and fault diagnosis, supply of spare parts including transport, and on-site repair or replacement of faulty parts where needed. The provider must ensure support from HPE, use new original parts, and keep the covered equipment registered with the manufacturer’s support centre. Faults must be resolved as quickly as possible, with at least 90% resolved by the working day after the incident is received. The initial equipment list is covered, and equipment may be added or removed during the contract. The estimated tender amount is EUR 353,873.88 excluding IGIC and EUR 378,645.05 including 7% IGIC; the estimated total including possible modifications is EUR 424,648.66 excluding IGIC. Price carries up to 94 points. Improving the minimum rate of incidents resolved by the next working day, set at 90%, carries up to 6 points: 90% to below 92% earns 2 points, 92% to below 94% earns 4, and at least 94% earns 6. Bids are evaluated only by formula-based criteria. Bids must be submitted electronically in Spanish within 35 calendar days of dispatch of the contract notice to the EU Publications Office. The contract is planned to start on 1 January 2027 and run for three years; it is not divided into lots and no extension is planned. Bidders must demonstrate annual turnover of at least EUR 212,324.33 in the best of the last three available financial years and relevant experience: at least EUR 100,000 in similar services or works in the highest-volume year within the last three years. Alternatively, standing may be demonstrated through classification V/3/2. Bidders must also undertake to provide sufficient resources and hold a current certificate confirming membership of HPE’s official partner programme in an appropriate category, competency or specialisation. Before contract signature, the successful bidder must provide valid medium-category Spanish National Security Scheme (ENS) conformity certificates for all information systems used to deliver the service and designate an information-security officer. The successful bidder must also provide evidence of tax and social-security compliance, other required conditions and a final guarantee equal to 5% of the tender budget excluding IGIC.