Provision of level 3 IT support at NATO Campus.

Description

NCI Agency CIS Support Unit (CSU) Brussels, located in Brussels (BEL) is the primaryInformation, Communications and Technology (ICT) service provider for 24/7 support to theSecretary General, the International Staff (IS), the International Military Staff (IMS), the NATOEnterprise and other Customers in the NATO Headquarters in Brussels. CSU Brussels enablesend-to-end CIS services as it installs, operates, maintains and supports the full range of CIScapabilities.

There are multiple suppliers used in the ICT component of the Headquarters and each componentrequires vendor support arrangements for maintenance support.

The Contract Scope of Work concerns the support of Level 3 ICT services, including maintenanceand training related to the Active Devices and Software installed at NATO Headquarters. Serviceprovisioning shall take place at NATO Headquarters campus (Brussels, Belgium).

The objective of the support arrangement is to provide a centralized framework contract coveringLevel 3 IT Support in niche areas, such as for example Servers, Storage, Networking, Security,Software, and more and arrange for the underpinning support contract with a Contractor and/orthe OEM vendors.

The activities shall include hardware repairs and replacement, adequate supplysupport for maintenance activities, software support, consultancy, training, incident support andall other 3rd level support beyond the Purchaser’s staff expertise.

The management of the respective Level 3 IT Support Agreements shall be led by a Level 3Maintenance Manager, and organized as such to enable the NCI Agency and NATO to receiveLevel 3 support on a 24/7 basis, if and where required and as further specified in the Statementof Work.

The requested support services will be subject to key operational and logisticsperformance targets. The Contractor shall assist the NATO IT organization in managing themaintenance and support services provided by the OEM vendors by having representation onsite and embedded within the Purchaser’s IT Organization.

As the NCI Agency and NATO haveunique security and language requirements, the Contractor shall ensure to meet the Level 3 IT support security restrictions and regulations and shall present a solution that is supportable without direct connections to other systems.

The successful Bidder will be required to handle and store classified informationup to the level of ‘’NATO RESTRICTED’’. In addition, Contractors’ personnelworking on NATO sites will be required to hold ‘’NATO SECRET’’ individualsecurity clearances. Contractor will be required to handle and store classifiedmaterial to the level of “NATO RESTRICTED ” and the Contractor shall have theappropriate facility and personnel clearances of “NATO SECRET”. 

Opportunity closing date

29 June 2023

Value of contract

to be confirmed

The buyer is happy to talk to

manufacturers, wholesalers, distributors, agents, consultants