I. Background and purpose: The contracting entity offers a contract for the operation, maintenance, monitoring, support and further development of networks and network security of the data communication network at the contracting entity's locations in Eastern Denmark. The contracting entity owns the network, which consists of LAN, WLAN, WAN, firewalls, VPN, DDI, ADC/load balancing and management tools. The network components currently consist of HP Aruba switches, routers, access points and controllers, as well as Palo Alto firewalls, Infoblox DDI/NTP, F5 ADC/load balan-cing and HP Aruba Clearpass AAA. The network will be operated at the client's total of approximately 100 locations, which include data centres, hospitals, group centres and a number of smaller locations located in Eastern Denmark as specified in the Contract. At the time of the tender, the network consists of approximately 25,000 components, including approximately 21,000 access points and approximately 3000 switches. The network is a prerequisite for the stable and efficient operation of 11 hospitals as well as a number of outpatient clinics, psychiatric centres, etc. within the contracting authority's area of responsibility, which is characterised by great complexity and criticality. The network thus has a special character and an impact on the provision of healthcare to citizens in the Capital Region of Denmark and the future Region of Eastern Denmark. The implications of this are reflected in the organisation of the tender, including the specification of the Contract's services and service objectives. As from the establishment of Region East Denmark, the current Region Zealand's need for network operation etc. will also be supported by this Contract. In this context, necessary transition tasks may be ordered as Ordering Services under this Contract, after which the delivery of Ongoing Services may be scaled pursuant to the Contract. II. Main services: A) Transition of network operations and other services from the Capital Region's existing supplier, including taking over responsibility for the operation and maintenance of the Network, implementation of any necessary changes to the Network in connection with the transition, testing of the Network and establishment of the Supplier's organization for the delivery of the Contract's other services. B) Current benefits: B.1) Network operation: The Supplier must ensure efficient and stable operation of the network in compliance with service objectives for, among other things, accessibility, as well as assistance in scaling the network in accordance with the Customer's needs. In this context, the supplier must, among other things, provide backup and restore of Network components, logging, segmentation of local networks, monitoring, capacity management and operational reporting. As an integral part of its operation, the Supplier must maintain the network, including, among other things, updating the operating system, firmware, and patches as well as replacing Network components and re-configuring these. The Supplier shall also ensure network security, including perimeter security, remote access, control of access rights to network equipment, as well as network assistance services in the Customer's LAN. B.2) Support: The Supplier must provide a service desk to act as a contact point for the Customer's IT staff. The Supplier shall also handle incidents and problems, including identifying, recording and solving them according to documented processes and in compliance with the service objectives of the Contract, as well as continuously improving the handling of incidents, providing root cause analyses, etc. Support also includes user management. C) Ordering services: The Supplier shall provide ordering services related to the Network. The ordering services may include simple and standardised tasks related to the Network, as well as advice, analysis work, assistance in implementing security or drafting design in relation to an improvement of the Network, among other things with a view to ensuring efficiency and optimisation of the Customer's business. The ordering services may also include changes to the Network's functionality, design and architecture.
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