The subject of this award procedure is the conclusion of a framework contract divided into lots LOT 1 (maintenance, support & services resulting from the service description) & LOT 2 (5.3 transfer of IBM software.

LOT-0001
Maintenance, Support & Services.
5.1 Maintenance of hardware and software
The Contractor shall cover the following services for the hardware and software products under maintenance by the Contractor:
In the course of further growth, expansion or technical innovations, the Client may have further products added to the portfolio of hardware and software to be maintained by the Contractor.
5.1.1 Services to be provided in the context of hardware maintenance
- Verification of the caller's authorization
- Remote support in problem determination
- On-site and remote diagnostics
- Spare parts planning and storage
- Provision of repair services according to the agreed service levels
- Deployment of technicians on site at the AG for on-site services (replacement or repair)
- Installation of service programs, if approved by the Client, on machines for the detection of permanent faults or detection and reporting of data carrier problems.
- Assist Client in setting up electronic access support programs, if available and approved by Client.
- Remote access to the Client's systems, if approved by the Client.
- Microcode support of the manufacturer if necessary and required by the Client
- Where available, limited support for machines after End of Support (EoS) or End of Development
- Involvement of the Technical Assistance Center (TAC) or similar of the manufacturers in the event of complex problems in the context of the operation, maintenance, servicing and care of products
5.1.2 Pre-qualification of support requests
- The Contractor will provide remote telephone support for all eligible programs.
- Basic questions about installation, use and configuration must be answered by the Contractor in a short time (usually within a maximum of 48 hours).
- Answers to questions about code-related errors regarding the authorized programs are provided by the Contractor.
- Review diagnostic information to help narrow down a root cause (e.g., help interpret traces and dumps for installation and code-related errors).
- In the case of known bugs, information on bug fixes must be provided, and for the open source software programs, instructions on how to obtain available patches from the open source vendor must be provided.
- Questions about patches, drivers or firmware provided by the manufacturer must be answered in a qualified manner.
- Questions about the compatibility and interoperability of products must be answered in a qualified manner.
- Questions about manufacturer publications must be answered in a qualified manner.
5.1.3 Supplier Management
The Contractor shall take over the communication with the Client's suppliers in relation to support tasks, to the extent permitted within the scope of the supplier programs for hardware and software support. The Contractor shall also assist the Client in complying with the obligations of Service Providers in connection with the provision of Services and the associated Service Level Objectives.
In particular, the Contractor shall carry out the following activities/provide services:
Ticket opening and processing related to the supported suppliers.
- Direct access to the manufacturer in urgent cases.
- Coordination and communication between the Client's service providers.
- Manage procedures, processes, and the hardware and software support service delivery teams associated with the Client's service providers.
Develop the processes and procedures with the Client's IT Service Desk (e.g. user support) and act as a single point of contact for the service providers for whom the Client has entered into hardware and software support agreements. This includes escalating and resolving hardware/software support service issues involving the Client's service providers.
- Monitor the client's service level goals according to the support plan.
- Review of the client's achieved service level targets.
5.1.4 Scope of services
The Contractor appoints an operational support team, which provides the following services in detail:
Problem Management
- Proactive support
- Prevention of problems
-Knowledge transfer
Priority routing of inquiries for relevant products
- Proactive escalations for software products
- Release management
- Product lifecycle & end-of-support planning
- Crit-Sit support
- Quarterly and annual provision of results reports of the individual divisions
- Action planning and implementation for continuous service improvement
- Support for CVE management

The necessary measures for the individual sub-points must be described.
5.1.5 Minimum Requirement - Supported Software Products
HCL Digital Experience Manager (Portal, Web Content Manager, Leap)
- HCL Connections
- HCL BigFix Compliance
Analytics Hybrid Data Management / IBM DB2
Analytics Unified Governance / IBM InfoSphere Information Server
Analytics Data Science and AI / IBM Cognos
Management and Platform / IBM Netcool & IBM WebSphere Application Server
Integration and Development / IBM DataPower
Security / IBM Qradar & IBM Security Verify Access
5.2 Hand & Eyes Support
Services within the scope of Hands & Eyes Support are to be provided by the Contractor.
5.2.1 Scope of Services
The services of Hands & Eyes Support must be provided by technicians for system and network components at locations of the Client (or their clients) throughout Germany.
The services include hardware-related services, such as:
- Reading of error messages on the device
- Inspection of cables or power supplies
- Replacement and (simple) repairs of hardware
- Use of diagnostic equipment and software
- Importing configuration files and updates, e.g. Firmware
- Execution of configurations according to instructions
- Conversion of components
- Replacement of components, including commissioning of the installed hardware and decommissioning of the uninstalled hardware
- Cabling service based on cabling diagrams

LOT-0002
Temporary Assignment of Software Licenses.
The licenses requested according to the price sheet must be offered for at least the duration of the contract period. The transfer of software for a limited period of time, whether UEL or with a fixed quantity, are optional services. These are mandatory.
The Client will decide at the latest after completion of the procedure which services can be commissioned from this.
For a variety of reasons, the Client cannot use usual tools for checking/counting/reporting licenses. The reporting is done electronically (by e-mail) in a format (Excel or similar) with the content that must be defined between the Contractor and the Client. Reporting is carried out at regular intervals (semi-annually).
If the quantities stated in the price sheet deviate upwards on an annual average, the corresponding licenses will be additionally ordered by means of a separate order from the time of determination.
The quantities mentioned are therefore to be understood as a baseline.