Germany – IT services: consulting, software development, Internet and support – SV-KWA-260520-004 Betrieb der SHDSL-Infrastruktur der SWM IT als Managed Service

A managed service for the operation of the SWM's SHDSL infrastructure is being tendered. This technology is used to connect decentralised technical locations to the SWM network via existing copper lines when fibre optic is not available. This includes, among others, technical systems in the areas of heat, cold, gas and water. The contractor takes over the operation of the SHDSL components and the associated management system. This includes, in particular, the ongoing analysis and maintenance of the infrastructure, the processing of faults and support in fault diagnosis. However, the contracting authority remains responsible for certain areas, for example for the superordinate network, the passive copper cabling, the power supply of many subsystems and the central ticket system. Faults are created exclusively by the contracting authority in the ticket system, either manually or automatically by monitoring. The contractor processes these tickets according to the agreed processes and deadlines. In addition, the contractor develops a technical monitoring concept, while the technical setup and operation of the monitoring remain with the contracting authority. The contract is for three years, with the possibility of extension by two times twelve months each. At the beginning, there is a transition phase in which accesses are set up, knowledge is transferred and the take-over of operations is prepared. After that, regular operation begins. Clear service levels apply to ongoing operations: very critical faults must be processed quickly around the clock, less critical faults within defined service times. Short response and restoration times apply to particularly severe failures. Escalation is provided for repeated or severe deviations.