Support of the ICT operation (ICT = information and communication technology) of the AG in the field of data centers (data center), telecommunications and video conferencing systems (UC) through a regular basic service (incident elimination, problem analysis, hardware and software maintenance and changes, documentation) for server hardware, operating systems, databases, networks and system-related application services. In addition, the Contractor shall ensure on-call duty to resolve incidents outside service hours and support the Client in the expansion and further development of the ICT infrastructure (on-call services).

1. Onboarding, induction and takeover, see II.2.14

2. Basisleistungen

The overarching requirements for the Contractor aim to present the object of performance and the associated activities at the highest level. The overarching requirements include requirements for project management, escalation management, sustainability, information security, documentation and accessibility.

Further specifications for the basic service 2.:

2.1 Project management

2.2 Incident Management inklusive Second Level Support

2.3 Problem Management

2.4 Service Level Management

2.5 Release Management

2.6 Deployment Management

2.7 Service Configuration Management

2.8 IT Asset Management

3. call-off services

The retrievable additional services shall be called up by the Client as required in the form of an individual order. On-demand services may include, but are not limited to, the following tasks:

· Support in the integration of new systems into the data center infrastructure or the UC backend

· Migration of existing systems to new technologies

· Extensive decommissioning of systems that are no longer required

· Construction and commissioning of new systems (from cabinet installation to the start of productive operation)

· Construction, commissioning, configuration and management of new storage systems

· Creation or revision of a data backup concept

· Creation or revision of an emergency concept

Implementation of new system functionalities

4. On call

The aim of the on-call service is to ensure the system operation of the AG outside the regular service hours (08:00 to 17:00).