Bulgaria – Software-related services – СЛЕДГАРАНЦИОННА ПОДДРЪЖКА И РАЗВИТИЕ НА АВТОМАТИЗИРАНАТА ИНФОРМАЦИОННА СИСТЕМА ЗА ЕЛЕКТРОННИ УСЛУГИ НА МВнР

The need to perform activities related to post-warranty support and development of the AIS-MVR is dictated by the requirements for continuous development, updating, and enhancement of the AIS system in order to optimize, facilitate, and increase the efficiency of the existing system, as well as to create conditions for connecting the AIS with other systems in the context of functional and technical standards, conditions, and requirements for the operational compatibility of the systems with which the contracting authority works. The contractor ensures post-warranty support for all components of the AIS-MVR system, as well as development and enhancement of the system when necessary. During the post-warranty support, the contractor carries out activities to ensure the operability and effective use of the AIS-MVR by the contracting authority and the system users, in case deviations from the normal operational characteristics laid down in it occur. The contractor ensures the continuous functioning of the AIS-MVR through an accessible web-based interface. The contractor provides post-warranty support services at its own expense through a single point of contact/access (Service Desk) for receiving telephone calls, electronic messages, and online requests. The contractor provides a web-based system for registering and tracking problems and incidents. The contractor ensures post-warranty support for all components of the AIS-MVR system, as well as development and enhancement of the system when necessary. During the post-warranty support, the contractor carries out activities to ensure the operability and effective use of the AIS-MVR by the contracting authority and the system users, in case deviations from the normal operational characteristics laid down in it occur. The contractor ensures the continuous functioning of the AIS-MVR through an accessible web-based interface. The contractor provides post-warranty support services at its own expense through a single point of contact/access (Service Desk) for receiving telephone calls, electronic messages, and online requests. The contractor provides a web-based system for registering and tracking problems and incidents. In connection with the quality of the service, outside the selection criteria, the contracting authority requires the participants to declare that: 1. They apply an information security management system in accordance with the standard БДС EN ISO/IEC 27001:2023 or equivalent with the scope of development/implementation/support of software solutions and/or information systems, or equivalent. 2. They possess a valid certificate for an implemented service management system (IT Service Management System) БДС ISO/IEC 20000-1:2018 or equivalent with the scope of providing services for the implementation and support of software solutions and/or information systems, or equivalent.