Central 1St Level Support Tender in Germany - 141052817

Procurement Summary

Country: Germany

Summary: Central 1St Level Support

Deadline: 21 May 2026

Posting Date: 11 May 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 141052817

Document Ref. No.: 320535-2026

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

72000000 - IT services: consulting, software development, Internet and support

Purchaser's Detail

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Tender Details

Central 1st level support The service includes the following tasks: • Onboarding planning (milestones, gateways) for productive operations including professional onboarding management. • Provision and management of a telephone system as well as integration of a through central telephone number provided to the client. • Provision of a ticket system and a bidirectional interface downstream ticket systems. • Collaboration with the professional and technical 2nd level support points. • Provision and training of the contractor's personnel to comply with the planned service levels. • Acceptance of inquiries (calls and emails, etc.) from users of the dSdZ procedure on at:las and the funding applicant legal guardians during the agreed service times. • Ticket ownership (ticket responsibility over the entire life cycle of the ticket Tickets), processing, documentation and forwarding of inquiries within the framework that agreed in the service description Initial solution specifications and Communication channels. • Announcement of coordinated maintenance and fault reports a fault announcement preceding the hotline. • Initiation of escalation measures. • Continuous improvement/further development of the Service in close cooperation with the client. • Continuous maintenance of the client's knowledge database (e.g. through Lessons learned from ticket processing) in coordination and collaboration...
Document Type: Contract Notice Contract Type: services Authority Type: ra Doc Title: Zentraler 1st-Level-Support Dispatch Date: 2026-05-07 Publish Date: 2026-05-11 Submission Date: 2026-05-21

Documents

 Tender Notice