Tender for contract for operation, support and maintenance of the Veteran Assistant

I – Background and purpose The Danish Defence Materiel and Procurement Agency (FMI) is tendering a contract for the procurement of operation, support and maintenance of the Veteran Assistant with associated Order Services. The Veteran Assistant is a digital solution available as both a web platform and a mobile app. The Veteran Assistant is used by veterans, soldiers, and relatives when contacting internal and external therapists at the Danish Defence Centre for Veterans and functions as a central administrative tool in the treatment support efforts for soldiers, veterans, and their relatives after deployment. The Defence has a need for the Veteran Assistant to be operated in an external operations center. The Veteran Assistant contains, among other things, health data, and its operation must therefore be carried out with an appropriately high level of security. The Veteran Assistant currently has approximately 329 Users at the time of contract award. The number of Users is expected to increase during the contract period. II - Main Services The contract includes the following main services: A) Initial Services (Transition In) The supplier must, in Transition In, take over the Veteran Assistant from the existing suppliers, as it exists at the time of contract award (1:1), including carrying out data migration and documentation. In connection therewith, the supplier must establish the Veteran Assistant in a new integrated operating environment on-premise at the Supplier's premises in order to provide Ongoing Services to a unified System from the transition date. The supplier must also establish a number of operating components to support the Ongoing Services, including secure file transfer, operating systems, etc., cf. Annex 5 of the Contract (Operation, support and maintenance (Ongoing Services)). Furthermore, the supplier must carry out project management and plan and conduct knowledge transfer meetings. B) Ongoing Services (Operation, support and maintenance) From the Transition Date, the supplier must ensure the ongoing operation of the Veteran Assistant, including the Application and infrastructure (collectively referred to as the "System"). The operation includes, among other things, application operation, including the commissioning of new versions and releases to the extent that such constitute ordinary maintenance, security or error correction updates or are otherwise necessary to ensure the continued operation, support, security, and compatibility of the Application, as well as database administration, backup of the Application and monitoring, and infrastructure operation, where the infrastructure is provided from the Supplier's or its Subcontractors' locations and operations center. The System must consist of two environments (pre-prod/prod) with the possibility of ordering the setup of a development and test environment when ordering further development services. Infrastructure operation includes, among other things, monitoring, system backup, and configuration and capacity management. Support includes, among other things, 2nd and 3rd level support within Agreed Working Hours in the form of incident and problem management. For Incidents in category 1 (Critical), the Supplier's support obligation applies around the clock. The Supplier must provide a Single-Point-of-Contact (SPOC) for the Customer as a contact point. The Defence will itself be responsible for 1st level support, including general end-user support, initial triage, and redistribution of reported incidents to the Supplier. Maintenance includes, among other things, corrective and preventive maintenance of the Application, including in the form of bug fixes and when delivering new releases and new versions, etc. The Supplier must deliver and/or commission security updates and new patches to update the Application. The Supplier must also maintain and update the Documentation. C) Order Services The Supplier shall, at the request of the Defence, provide Order Services, including further development services and consulting services, consisting of, for example, further development/setup of a development and test environment, assistance with security evaluations, advice, training, etc., which has ...