2nd and 3rd level support services for the Microsoft infrastructure of kubus IT and directly related infrastructure shares as described in the tender documents, partially. optionally at the request of the client.

The contract is concluded for one year with the option of extension by 3x1 year.

kubus IT (client) is looking for a partner with whom it can further develop its 2nd and 3rd level support for its Microsoft infrastructure and consulting with regard to the entire service portfolio around Microsoft (including Azure) based infrastructures.

Therefore, the service "Microsoft Support" is awarded as a framework agreement with a contract period of 12 months. In order to meet the goal of the partnership, the contract term can be extended by a maximum of 3 times by 1 year.

A central object of this procurement is the service of taking over the second-level support and, if necessary, escalation via the third-level support of the supplier Microsoft (submission to the manufacturer support of Microsoft by the contractor to the customer). The first-level support, as well as the 1.5 level support is taken over by the client.

In addition to the implementation of 2nd and 3rd level support, another central object is the purchase of further support services.

In general, flexibility in contractual planning and the retrieval of services should prevail and profitability in terms of price / performance should be in the foreground.

The framework agreement shall include the following tasks of the contractor:

- The contractor shall assist the client in relation to:

o Maintenance and support services in the context of the portfolio of the manufacturer Microsoft, including necessary interface

Solutions

o Further development and optimization of the infrastructure

o License optimization and Microsoft roadmap

- The contractor takes over the processing of incidents, which are pre-qualified by the client.

- If required, the contractor also supports the processing of security events.

- It is also the responsibility of the contractor to offer the client up-to-date training offers.

- In addition, the contractor offers other services based on or on Microsoft portfolio elements.

The required services are divided into "reactive" and "proactive".

The contract is concluded with a ceiling of EUR 4 million.

The contractual obligations of the contractor result from the provisions of the procurement documents together with their annexes.