Support and development of the Prague City Service Desk

Summary

This tender concerns the provision of support and development for the Prague City Service Desk (SSHMP) for 48 months in a 24/7 regime. The contractor shall provide Basic Support, Maintenance, Extended Support and Development, including: Basic Support: Hotline service, regular system prophylaxis, application of service packs and hotfixes, updating operating documentation, and updates to GIS maps. Maintenance: provision of new versions and patches, prevention of faults and system optimization, documentation for new versions. Extended Support: training of client staff, consultancy, software changes for small process changes, collaboration in resolving system issues and integration with third-party systems, updating existing documentation. Development: development of new modules and enhancements according to client needs and system development tasks.