Technical support for operational equipment

The objective of this tender is the acquisition of the required technical support services for Frontex equipment to sustain the operation, maintenance and supply ensuring the maximum operational availability to the user. Frontex intends to employ the technical support services to cover: 1. The virtual ServiceDesk service (Single Point of Contact for users); 2. The Remote 1st Level of technical support service; 3. The In-Field 1st and 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 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, engaging both Frontex staff and other contractors that are involved in these services 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 will provide several facilities and services for Contractors to use: 1. ServiceDesk dedicated phone number; 2. ServiceDesk ICT tool (Service Management Tool based on ServiceNow); 3. Office spaces, meeting rooms, at Frontex HQ, videoconferencing services (MS Teams or Cisco Webex) and online collaboration space (e.g., SharePoint-based) on a case-by-case base for intramural assignments. Lot 1 - Central technical support for Frontex equipment (Implementation, ServiceDesk, all remote maintenance coordination and training coordination services); The Lot 1 Contractor shall coordinate all activities of (Lot 2-3) in-field Contractors and shall provide all the necessary information to the In-Field Contractors for the implementation of the services; Lot 2 - In-Field technical support, maintenance and training services of Portable Operational 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)). The Lot 2 In-Field Contractor shall cover all Frontex portable technical equipment up to Level 2 In-Field support, repairs, and maintenance services. The Lot 2 In-Field Contractors shall be able to fulfil in live field technical support and Maintenance based on the service Package that Frontex has selected (Gold, Silver, Bronze). Lot 3 - In-Field technical support, maintenance, and training services of Vehicular Systems (Mobile Surveillance Systems (MSS) and Vehicles for Migration Management (VMM)) and training services. The Lot 3 In-Field Contractor shall cover all Frontex vehicular technical equipment up to Level 2 In-Field support, repairs, and maintenance services. The Lot 3 In-Field Contractors shall be able to fulfil in live field technical support and Maintenance based on the service Package that Frontex has selected (Gold, Silver, Bronze).