The object of the order is the technical support service of the analytic-report layer utility software.

The list of utility software is included in Annex 8a (basic order) and 8b (order under option law) to SWZ. The technical support service will be implemented for a period of 36 months from the date of signing the contract for the basic contract, a maximum of 35 months and a minimum of 1 month for the contract under the right of option.

1. The item of the contract in the basic contract includes the technical support services (maintenance) of the analytical and report layer tool software on the contracting equipment specified in Annex No 8a to SWZ (utility software).

2. Requirements for the provision of services referred to in point 1:

2.1. the technical support service will be implemented for a period of 36 months from the date of signing the contract;

2.2. under the service provided, the contractor will be obliged to:

2.2.1. to provide the update held by the ordering version of the utility software to the extent necessary to remove the reported errors,

2.2.2. the removal of errors arising from defects in the utility software, preventing its proper operation and functioning compatible with the functional scope;

2.3. under the service, the contractor shall provide the contracting officer with:

2.3.1. support by telephone, by e-mail and by means of websites for software users,

2.3.2. access to sources of assistance which can provide the basis for solving the problem independently,

2.3.3. the ability to report problems via phone, email, web page,

2.3.4. support of consultants with relevant qualifications belonging to a dedicated support team — the consultant works with you to identify and resolve the problem,

2.3.5. in the absence of a solution to the problem, the possibility of escalating to a higher level up to the support of software manufacturer SAS Institute Inc. Cary, USA;

2.4. solution of the problems should occur in the shortest possible time while maintaining the response times given below;

2.5. the problem is considered to be closed if the contractor agrees together with the contracting operator that the solution found is satisfactory to the contracting operator;

2.6. the contractor will make available dedicated Polish-language toolware support pages to the contractor covering:

2.6.1. error reports and guidance,

2.6.2. technical documents,

2.6.3. most common questions (FAQ),

2.6.4. system requirements,

2.6.5. Error Acting Messages

2.6.6. update information,

2.6.7. Selected sample programs,

2.6.8. Information on SAS/GRAPH software drivers;

2.7. the contractor will make available to the contracting operator through the Internet the following tools allowing users of the utility software to solve the problems themselves;

2.7.1. dataset containing information about documentation fixes, known software problems, availability of patches and ways to bypass the issue (fixes), common errors and misunderstandings, additional information not provided in the documentation,

2.7.2. technical documents providing useful guidance on the use and configuration of SAS software,

2.7.3. Frequently Asked Questions for Support Staff

2.7.4. FTP service to exchange large files or binaries with support staff, in particular to obtain software fixes (fixes),

2.7.5. SAS sample program library illustrating specific system applications and different programming approaches.

3. The Contracting Authority reserves the possibility of purchasing software with support, within the framework of the right of options, which will be provided on the same basis as in paragraph 2. Maximum support period for software purchased under option law is 35 months, minimum 1 month ( the period of support depends on the time limit on which the contracting authority wishes to exercise the right of option, the period of support for software purchased under the option law may not extend beyond the term of the contract, i.e. 36 months from the date of its signature). The software that the contracting authority reserves as redeemable under the right of options is listed in Annex No 8b to SWZ.