Hungary – Systems support services – Ariba üzemeltetés támogatás

Fixed quantity: Flat-rate operation support service for 9 months. - Incident management: Carrying out an unlimited number of error correction and troubleshooting works that arise during the operation of the system(s) - both non-warranty and warranty - on working days from 08:00 to 17:00. Within this framework, the examination of errors and problems reported in the Requester's ticketing system (HPSM), error detection, development of a proposal for error management, and, if required, the correction of the error within the shortest time possible professionally and allowed by the circumstances, under the conditions defined in the SLA table in the technical specifications (see: Error priorities and SLA levels). It is not considered an SLA violation if the SLA is fulfilled in 98% of the tickets in a given month. - Application Assurance: Within this framework, the performance of all ad hoc or scheduled activities that result in maintaining existing IT capabilities, ensuring legal compliance, and maintaining the operation of the system(s). In accordance with the request submitted by the Procuring Entity in the HPSM ticket, the Procuring Entity is obliged to examine the modifications indicated by the manufacturer on a case-by-case basis, or regularly issued (currently monthly) fixes (Service Packs), and if this modification causes a problem or malfunction in the Procuring Entity's system - at the express request of the Procuring Entity - to perform the necessary maintenance. In accordance with the request submitted by the Procuring Entity in the HPSM ticket, the Procuring Entity is obliged to examine the impact of the legal and regulatory changes on the processes established in Ariba, to determine the necessary changes, and to perform the maintenance if the Procuring Entity expressly requests it. Examination, determination of necessary changes and handover to the Procuring Entity within 96 hours (4 working days), related maintenance at an agreed time. Detailed conditions...