Maintenance of the DIVA Robotics Management System 2027

Summary

The procurement covers support and maintenance for the DIVA robotics management system from 1 January to 31 December 2027. The work includes preventive and corrective maintenance and the prompt restoration of service in the event of a fault. The maintenance covers DIVA software and equipment at the Barcelona, Prado del Rey and Torrespaña sites. Services will be provided mainly remotely, with on-site assistance when needed. The service includes software upgrades, bug fixes, security alerts and critical patches; 24/7 service-request support and access to a web-based support system; telephone support during standard business hours; and on-site installation of software updates and hardware support. Maximum response times for severity levels 1–4 are 5 minutes, 2 hours, 8 hours and 24 hours respectively; resolution times are 1, 6, 24 and 48 hours. The contractor must submit quarterly activity reports and prepare an inventory of supported equipment and software, keep it up to date and resubmit it when changes occur. The contract is not divided into lots. The estimated contract value and annual ceiling excluding VAT are EUR 147,000 (monthly ceiling EUR 12,250); the budget including VAT is EUR 177,870. Price accounts for 90 points and automatic technical criteria for 10 points: telephone support Monday to Sunday during business hours and resolution of a severity-3 incident within 12 hours each earn 5 points. Bidders must demonstrate the required turnover and relevant experience, or, if newly established, the availability of an appropriately experienced technical team. Bids must be submitted electronically; the successful bidder must provide a final performance guarantee equal to 5% of its bid amount.