ESB Middleware system operation and support, development

The Media Service - Support and Asset Management Fund in Hungary from Europe region has released this tender for SAMPLE CONFIGURATION TABLE – regarding the subject of the procurement Item number Description according to KM Quantity Unit of quantity SWF02-SZOLG18 Service manager for application and application infrastructure operation service 7*24 24 Month/person SWF02-PV Project manager (1 hour) 450 hours SWF02-ÜERSZ Business analyst/system planner (1 hour) 5100 hours SWF02-SZF Software developer (1 hour) 3350 hours SWF02-VSZF Senior software developer (1 hour) 900 hours SWF02-T Tester (1 hour) 1200 hours The contracting authority requests a detailed price quotation for the above complete sample configuration according to the excel table (quote price list template) prescribed by the DKÜ, which is Annex 6 of Appendix 3 to the documentation. Regarding the SWF02-PV, SWF02-ÜERSZ, SWF02-SZF, SWF02-VSZF and SWF02-T part numbers: The estimated total limit quantity indicated in the sample configuration table: a total of 11,000 hours. The tenderer undertakes to call up 70% of the estimated total limit quantity indicated in the sample configuration table. The quantity for article number SWF02-SZOLG18 is not a limit quantity, given that the system support service is provided by the winning bidder as a continuous service for a period of 24 months from the conclusion of the contract, according to the availability conditions. Definition of services to be procured The procurement of the WSO2 Enterprise Service Bus and all its components (WSO2, RabbitMQ, Grafana, including any new components introduced later) (hereinafter: System) implemented by the Contracting Authority, as well as the framework necessary for further developments. The infrastructure for the operation of the System is provided by the Contracting Authority. Application operation support service (L3) The task of the Winning Bidder is to provide an expert at Level 3 level who is 06 October 2024. within a maximum of 2 weeks after the date of continuous performance, the Contractor shall have in-depth knowledge of the operation/functionality of the System, the database structure, and the physical and logical architecture of the system. The Winning Bidder shall perform the following activities during the System Operation Support (Operator Support Service) activity: • Troubleshooting • Ensure operational reliability with 24/7/365 (i.e. 24 hours a day, every day of the year) availability • Error analysis (root cause discovery and evaluation) • Availability within the limits indicated in the response time table • Analysis and resolution of incidents (errors) within the resolution time assigned to each error category (No. 2) Table 1) • Continuous maintenance of expert competence • Preparation of a monthly report on the status of reported incidents Availability and response times The successful bidder is responsible for handling and resolving errors reported in the Error Reporting System according to their priority. The expected availability: Daily availability 24 hours a day (0:00 – 23:59 Weekly availability 7 x 24 (on working days and holidays) SLA number of incidents (annual frame) unlimited Release cycle (frequency of releases to be issued for live and test systems) as needed Table 1 Expected response times during customer service hours Error priority Start of error delimitation* Priority level definition 1 (critical) Within 2 working hours A system error that disrupts the main business processes of the Procuring Entity (e.g. continuous, secure broadcast evasion, ongoing program production) makes it impossible, or endangers the security of the System, or endangers the operational security of the related System(s), or prevents the timely fulfillment of the Client's obligations towards third parties and the given function or component of the System cannot be used with any workaround. 2 (serious) within 8 working hours An error in the general functionality or operation of the System, which endangers the proper operation of the System or the general operation of the Client's business process, causes data loss or data inconsistency in the System or related System(s). 3 (normal) within 40 working hours An error that hinders the proper operation of the System, which does not hinder the Client's business, however, the use of the function involves additional work or the use of workarounds. 4 (low) within 80 working hours An error occurring in the System that does not affect the general functionality or operation of the System or is not relevant to the general operation of the Client's business process. Table 2 *The Client considers all 60-minute periods between 9:00 and 17:00 on working days according to separate legislation as working hours. If the resolution of the error also requires the involvement of the service provider of the related system, the response time is extended by the service provider's response time. Resource requirement: Item number Description according to KM Quantity Unit of measure SWF02-SZOLG18 Service manager for the operation service belonging to the application and application infrastructure 7*24 24 Month/person Table 3 Number of callable hours Activities to be performed during the change management service: software development and consulting tasks specified by the Procuring Entity in relation to the System, including changes, extensions, bug fixes, integration tasks, compliance with legislation, preparation of related documentation and performance of IT security tasks. *** Cont. BT-300 with tender notice no. 658740-2026 published on 25 Sep 2026. The tender is due to expire on 23 Dec 2026. This tender is sourced from TED Europa and is eligible for suppliers interested in Software programming and consultancy services. Interested bidders can obtain further information including complete bid documents or ways to participate by registering on Tender Impulse and referencing via Tender Impulse ID 14973189.