Technical support for operational equipment

The objective of this tender is the acquisition of the needed maintenance and supply support services to ensure the maximum operational availability to the user of Frontex operational equipment (technical and supporting equipment), during operations. Frontex intends to create the technical support services capability that will cover:

1. The virtual Service Desk service (Single Point of Contact for users);

2. The Remote 1st Level of technical support service;

3. The Remote or In-Field 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 contribution to 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, involving Frontex staff and other contractors 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 intends to establish one Framework Contract to cover the centrally provisioned services and two defined per type of equipment Framework Contracts for services in the field, with the following description: Lot 1 - Central technical support for Frontex equipment (Implementation, Service Desk, all remote maintenance coordination and training coordination services); Lot 2 - In-Field technical support, maintenance and training services of Portable Technical Equipment (Binocular, Borescope, Cooled Thermal Camera with Tripod, Night Vision Binocular, Night Vision Goggle, Smart Dec 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)); Lot 3 - In-Field technical support, maintenance and training services of Vehicular Systems (Mobile Surveillance Systems (MSS) and Vehicles for Migration Management (VMM)) The duration of the FWC, due to the nature of the required maintenance services and the expected lifecycle of Frontex operational equipment, may be longer than the standard 48 months, however, at this stage its exact duration cannot be precisely given. In case of longer duration, the respective estimated values will be increased proportionally.

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 their services. Frontex recognizes four distinct management stages of activities under the future contracts:

1. Implementation (one time) a. Project Management b. Design and compliance c. Solution implementation Stages i. Initial Operational Capability ii. Go-live of in-field support & maintenance service iii. In-field equipment-specific specialised training service iv. Final Operational Capability

2. Annual Service Provisioning a. Service Desk and Remote Support Services b. Preventive Maintenance and Training Plan Coordination c. Monitoring of inventory levels.

3. Upon Frontex Request: a. Auxiliary Services: i. Technical support auxiliary services ii. Technology refresh assessment (other services may be added according to Frontex grown operational needs) b. Coordination of In-Field training for MSS or VMM c. 2nd Service Desk and Level 1 of support agent d. Service Management Tool specialist e. Technical Documentation specialist f. Phase-out transition.

The Lot 2 In-Field Contractor shall cover all Frontex portable technical equipment and supporting equipment up to Level 2 In-Field support, repairs (only for technical equipment), and preventive 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). The Lot 2 In-Field Contractor under the coordination of Lot 1 Contractor shall ensure that the periodicity of the maintenance activities with physical presence of Contractor’s staff at each deployment location that Frontex stores or operates equipment of the respective Lot (approximately 200 locations in Europe, including Frontex HQ or other location in Warsaw or its vicinity where Frontex stores technical and supporting equipment). Frontex recognizes the following distinct management stages of activities under the future contracts:

1. Implementation (one time) a. Contribution to Project Management b. Contribution to Design and compliance c. Solution implementation Stages i. Initial Equipment’s Functionality Analysis ii. Repair Actions of Defected Equipment Based on Analysis Results iii. Preventive Maintenance Plan iv. In-Field equipment-specific specialized training services preparation v. Go-live of In-Field support maintenance and Training services

2. Annual Service Provisions: a. In-Field technical Support Services (preventive and corrective) b. Remote and In-Field Training Services

3. Upon Frontex Request: a. Auxiliary Services: i. Technical support auxiliary services ii. Technology refresh assessment (other services may be added according to Frontex operational needs) b. Phase-out transition. The type of equipment for the Lot 2 includes: Technical Equipment: Binocular, Borescope, Cooled Thermal Camera with Tripod, Night Vision Binocular, Night Vision Goggle, Smart Dec 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, Supporting Equipment (certain ICT equipment (such as conference camera, docking station, laptop, mobile phone, monitor, printer, tablet, video projector, video projector), Protective Equipment (bulletproof vest, helmet)). Note that the Lot 2 In-Field Contractor will not provide any corrective maintenance and training for the supporting equipment, but will conduct only basic checks (such as basic activation checks, visual checks, etc.).

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). The Lot 3 In-Field Contractor under the coordination of Lot 1 Contractor shall ensure that the periodicity of the maintenance activities with physical presence of Contractor’s staff at each deployment location that Frontex stores or operates equipment of the respective Lot (approximately 15 locations in Europe, including Frontex HQ or other location in Warsaw or its vicinity where Frontex stores technical equipment). Frontex recognizes the following distinct management stages of activities under the future contracts:

1. Implementation (one time) a. Contribution to Project Management b. Contribution to Design and compliance c. Solution implementation Stages i. Initial Equipment’s Functionality Analysis ii. Repair Actions of Defected Equipment Based on Analysis Results iii. Preventive Maintenance Plan iv. In-Field equipment-specific specialized training services preparation v. Go-live of In-Field support maintenance and Training services

2. Annual Service Provisioning: a. In-Field technical Support Services (preventive and corrective) b. Remote and In-Field Training Services

3. Upon Request: a. Auxiliary Services: i. Technical support auxiliary services ii. Technology refresh assessment b. In-Field training for MSS or VMM c. Phase-out transition. The type of equipment for the Lot 3 includes: Vehicular Systems (Mobile Surveillance Systems (MSS) and Vehicles for Migration Management (VMM)