1. The subject of the contract is the provision of services in the field of access to the ARiMR Contact Center system together with the acquisition of a license in the subscription model, with access to the Software Support Service (hereinafter: UWO) in accordance with the principles listed below: 1.1. For the Genesys manufacturer's Contact Center system already in operation at the Ordering Party, as part of the development support service, purchase of licenses in the subscription model and UWO for the Genesys software, the Contractor undertakes in particular to: a) provision of the ACA in the scope of perpetual licences specified in Annex 1 to the draft provisions of the agreement (hereinafter: "ppu") constituting Annex No. 8 to the SWZ, Table No. 1, for a period of twenty-four (24) months from the date of conclusion of the Agreement, while maintaining the continuity of service provision; b) provide access to licenses in the subscription model (including CMOs) in the scope of licenses specified in Annex No. 1 to the ppu, Table No. 2 - for a period of twenty (20) months from April 28, 2025; c) provision of maintenance and maintenance services of the System (Technical Assistance Service) in accordance with the provisions of Appendix No. 2 to ppu - within twenty-four (24) months from the date of conclusion of the Agreement, while maintaining the continuity of service provision; d) providing Consultations in accordance with the Agreement until the maximum number of hours specified below is exhausted: The Contractor shall provide the Customer with the opportunity to take advantage of the Consultation up to 500 hours, but not less than a guaranteed 200 hours, for the period specified in the Agreement. The total number of Consultations given/completed in a given month, after their summation, will be rounded to the full hour, according to the rule that if the sum exceeds the full hour above 30 minutes, it is rounded to the next full hour. 1.2. The Contracting Authority allows Contractors to offer a solution equivalent to that indicated in point 1.1. above consisting in providing, implementing, commissioning and ensuring the maintenance, support and development of the Contact Center system as described in Annex 1A to the ppu, based on the offered software in the subscription model for 49 licenses for a period of 24 months after completion of the implementation, meeting the following requirements: a) providing access to temporary subscriptions enabling at the same time work for 49 Contact Center consultants in the subscription model (including CMOs) to the extent specified in Annex 1A to the ppu – within 24 months from the date of signing the Receipt Protocol referred to in Annex 7 to the ppu; b) provision of maintenance and maintenance services of the System (Technical Assistance Service) in accordance with the provisions of Appendix No. 2 to ppu - within 24 months from the date of signing the acceptance protocol referred to in Appendix No. 7 to ppu; c) provision of Consultations in accordance with the Agreement until the maximum number of hours specified below is exhausted: The Contractor shall provide the Customer with the opportunity to take advantage of the Consultation up to 500 hours, but not less than a guaranteed 200 hours, for the period specified in the Agreement. The total number of Consultations given/completed in a given month, after their summation, will be rounded to the full hour, according to the rule that if the sum exceeds the full hour above 30 minutes, it is rounded to the next full hour. 2. Detailed requirements with regard to the subject-matter of the contract are described by the Contracting Authority in Annex 1 [reference solution] and Annex 1A [equivalent solution] to the PPA constituting Annex 8 to the SWZ.
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