User support centre (CAU): Level 1 and Level 2 ICT incident management and technical support

Summary

SINPROMI is procuring a single, undivided user support centre service on Tenerife for Level 1 and Level 2 ICT incident intake, diagnosis, escalation and resolution, delivered remotely and on site. The service also covers technical support and maintenance for user devices, servers, networks, business and office applications, printers, scanners and mobile devices; workstation and server environment updates, incident documentation and knowledge management, and user training. The contract is for one year, with two possible one-year extensions, and is based on an estimated 990 service hours per year. The annual tender budget is €43,300 excluding tax (€46,331 including IGIC); the estimated total contract value, including extensions and a planned modification, is €138,560 excluding IGIC.