The 1st degree IT support of the Forest Centre is handled by a service provider together with the Forest Centre, and the contract is about to expire on 14.2.2023.
With this tendering process, Metsäkeskus is looking for a partner who can provide a good support service to basic users together with the Forest Centre's information management. The Forest Centre also aims for a good price/quality ratio of services, in which the quality of services is measured systematically and the actual quality level is taken into account in the pricing of the service.
The 1st degree IT support of the Forest Centre is handled by a service provider together with the Forest Centre, and the contract is about to expire on 14.2.2023.
With this tendering process, Metsäkeskus is looking for a partner who can provide a good support service to basic users together with the Forest Centre's information management. The Forest Centre also aims for a good price/quality ratio of services, in which the quality of services is measured systematically and the actual quality level is taken into account in the pricing of the service.
The Forest Centre requires service providers to have a systematic approach and readiness to develop the Forest Centre's support services and operating environment for the benefit of users in cooperation. The Forest Centre requires that it is left with good control over what is happening in our environment.
The service consists of what the supplier provides:
1. A first-order contact point that users can contact in all their problem situations
2. Solving common problem situations remotely or remotely.
3. Directing a problem that is the responsibility of the Forest Centre or a third party to second-level support to the Forest Centre or a third party according to the situation and instructions, if the problem cannot reasonably be solved by the general professional requirement of the field and/or the instructions in use at the Supplier's service point.
4. The IT tools required for managing the service with the user rights required by the Forest Centre users described in this requirement specification.
The tasks included in the basic service are listed in more detail in Appendix 2
The scope of the service includes:
1. Permanent or fixed-term employees of the Forest Centre
2. All workstations and mobile devices (smartphones, tablets and off-road devices) available to forest centre employees. However, off-road equipment is covered by the SLA service only to the extent that it does not concern the settings or additional devices related to the use of the terrain application tailored to the Forest Centre, which are considered to be the responsibility of the Forest Centre's 2nd degree support.
3. Forest Center printers and MFPs.
In addition to this, support and expert services related to the management and maintenance of the Forest Centre's M365 environment, equipment and access rights can be procured to develop the management and supplement user support. A more detailed description of these tasks is given in Annex 3.
More detailed descriptions of the object can be found in the appendices:
Appendix 1 Subject matter of the procurement
Annex 2 Basic services
Appendix 3 Additional services to be procured
Annex 4 Quality assurance procedure