The service to be contracted is the provision of a support service to the staff and infrastructure of the i2CAT Foundation, categorized into 3 levels according to their specialization and complexity.

The needs to be covered by this tender are the following: Assume the support tasks described in the service catalog prepared by the direction and management of the i2CAT Foundation; manage the support channels of the i2CAT Foundation defined in the Technical Specifications; ensure the continuous quality of the service by rigorously and continuously monitoring it and reporting quality controls, satisfaction surveys and any other system that is used periodically; monitor compliance with Service Level Agreements; ensure the correct escalation of requests from the first to the second level, and from the second to the third level, informing the i2CAT Foundation of the training weaknesses detected, as well as proposing improvements in this regard; and analyze the activity periodically to detect improvements, evolutions or changes in the services that allow to reduce the number of support requests created.