Technical support for operational equipment

Description du marché

The objective of this tender is the acquisition of the needed maintenance and supply support services to ensure the maximum operational availability to the user of Frontex operational equipment (technical and supporting equipment), during operations. Frontex intends to create the technical support services capability that will cover: 1. The virtual ServiceDesk service (Single Point of Contact for users); 2. The Remote 1st Level of technical support service; 3. The Remote or In-Field 2nd Level of technical support service; 4. The In-Field 3nd Level management of technical support service; 5. The In-Field technical maintenance service; 6. The contribution to integrated logistical support service; 7. The technical support Auxiliary Services (for example Root cause technical analysis reports for unforeseen events, auditing related functions, feasibility studies, design functions, special quality reviews, etc.); 8. The In-Field equipment-specific specialized training service. The future Contractor(s) will cover all the above-listed services, involving Frontex staff and other contractors for the support of Frontex in Field equipment (for example Patrol Cars and transportation vehicles, transport and storage services, warranty, repair, tooling, consumables, parts, insurance, labelling & so on). Frontex intends to establish one Framework Contract to cover the centrally provisioned services and two defined per type of equipment Framework Contracts for services in the field, with the following description: Lot 1 - Central technical support for Frontex equipment (Implementation, ServiceDesk, all remote maintenance coordination and training coordination services); Lot 2 - In-Field technical support, maintenance and training services of Portable Technical Equipment (Binocular, Borescope, Cooled Thermal Camera with Tripod, Night Vision Binocular, Night Vision Goggle, SmartDec Camera, Stabiscope, Non Cooled Thermal Camera, CO2 Detector, Heartbeat detector, Jammer Detector, Radiation detector, Spectrometer, Power Generator (Large), Power Generator (Small), Uninterruptible power supply, Radio communication equipment, Document checking device, Document Reader, Fingerprinting Scanner (EURODAC),On-Board-Diagnostic) and In-Field technical support (preventive maintenance (only basic checks)) of Supporting Equipment (certain Information Communication Technology (ICT) equipment (such as conference camera, docking station, laptop, mobile phone, monitor, printer, tablet, video projector, video projector), and Protective Equipment (bulletproof vest, helmet)); Lot 3 - In-Field technical support, maintenance and training services of Vehicular Systems (Mobile Surveillance Systems (MSS) and Vehicles for Migration Management (VMM)) The duration of the FWC, due to the nature of the required maintenance services and the expected lifecycle of Frontex operational equipment, may be longer than the standard 48 months, however, at this stage its exact duration cannot be precisely given. In case of longer duration, the respective estimated values will be increased proportionally.

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