1. The subject of the Order is to provide support services in the scope of current maintenance and small development of the Siebel system and Integration of the Siebel System with other components through the integration bus (hereinafter the System).

2. A detailed description of the subject of the Order is included in Annex 1 to the ToR.

1. Area of the system at issue:

• Siebel,

• Integration of the Siebiel system with other components via the integration bus, hereinafter the System.

2. The scope of system maintenance includes:

a) providing services in the scope of maintenance and Small System Development,

b) support in System administration.

3. The provision of services in the field of maintenance and Small System Development will be related to the implementation of the following processes:

a) Management and resolution of incidents.

b) Management and problem solving,

c) Support in handling standard requests agreed in the Service Card.

d) Implementation of accepted changes in the scope of so-called Small Development,

e) Meeting the level of System availability and SLA parameters,

f) System operational configuration management,

g) User support in carrying out ongoing tasks,

h) Providing information on the functioning of the System,

i) Authorization, merger of the maintenance and development code and its takeover into maintenance.

4. The provision of Small System Development services means the introduction of a change in the existing functionality of the System in accordance with the functional documentation adopted by the Parties. The works submitted by the Employer as part of the Small Development services in the System will be implemented as part of a package of 288 hours per month of development changes in the System; the costs of implementing these changes must be calculated by the Contractor in the price of the offer.