The Bayer. With this open procedure, the State Criminal Police Office (BLKA) intends to conclude a support contract on the basis of an EVB-IT service contract for those in Bayer's IT environment. Police used Microsoft operating systems and applications. In order to ensure stable operation, a support contract is also required to support BLKA's own operating personnel, which, in addition to reactive and proactive support services in connection with the Microsoft products used, also enables direct support access to the manufacturer Microsoft itself. The term of the contract begins with the award of the contract, but at the earliest on 05.08.2022 and is 12 months with a three-time extension option of 12 months each.
The Bavarian police use Microsoft operating systems and applications in its IT infrastructure in large parts of the client and server area. Due to their task and the content of their data storage, there is an urgent need for security to be able to operate the Microsoft software products used securely and stably, to quickly correct error situations or to detect them in advance and to avoid them by appropriate proactive measures.
In order to ensure stable operation, a support contract is also required to support the AG's own operating personnel, which, in addition to reactive and proactive support services in connection with the Microsoft products used, also enables direct support access to the manufacturer Microsoft itself. Only the manufacturer is able to actively correct certain errors that occur in his products (bugs) or to ensure a certified degree of recovery of the affected IT environment in the event of disaster recovery.
In business-critical error situations at the AG, the short-term on-site deployment of IT specialists from the contractor or the manufacturer Microsoft may also become necessary as part of the reactive support services. The support contract must also include this option. Due to the high security requirements of the Client, the support services provided by the Contractor cannot be made possible by direct remote access (remote) to the Client's IT systems, even in business-critical support situations.
The proactive support services are also intended to enable the regular on-site deployment of IT specialists (support engineers) of the contractor in order to achieve an operational stabilizing effect due to the transfer of knowledge to the IT staff of the AG.
Within the support contract, it must also be possible to offer health check and risk assessment programs for the CLIENT's existing IT infrastructure based on Microsoft products (e.g. Active Directory or Exchange), which can check these technologies for compatibility, performance, migration capability and risks. The methodologies and results from these programs must be able to meet the requirements of the manufacturer in order to achieve complete support (supportability) of the AG's IT infrastructure at the manufacturer.
Insofar as the contractor has to make use of third parties (e.g. the manufacturer) for the provision of certain support services, this does not create a contractual relationship between the customer and these third parties. All services commissioned by the client are agreed exclusively with the contractor and are compensated financially.