Bid Closing Date:
September 30, 2022, 14:00 Hours Central European Time (CET)
Bid Validity Period:
Six (6) months starting from the Bid Closing Date
Bid Guarantee Amount:
€300,000.00
Bid Guarantee Validity:
Minimum 6 months as of Bid Closing Date
Email for Bid Submission:
IFBCO115712VTC@ncia.nato.int
Language of Communication:
English
Maximum Email Submission Size:
20MB per email
File Format for Bids:
Adobe PDF
Security Clearance Requirement:
NATO SECRET (NS) level for Contractor personnel
Bidder Eligibility:
Must be from Participating NATO member nations
Bidder Notification for Clarifications:
Must arrive not later than 8 September 2022
Bidder Acknowledgement of Amendments:
Required via certificate at Annex B-2
Quality Assurance Standards:
AQAP 2110, ISO 9001:2015, or equivalent QA/QC regime
Technical Volume Font Size:
Times New Roman 12pt for normal text, Arial Narrow not smaller than 10pt for tables and graphics
Service Desk Availability:
24/7 basis by phone, Monday to Friday, 08:00 to 18:00 CET via fax or e-mail
Critical Incident Response Time:
1 hour
Critical Incident Restoration Time:
24 hours
Critical Incident Resolve Time:
45 calendar days
Major Incident Response Time:
2 hours
Major Incident Restoration Time:
72 hours
Major Incident Resolve Time:
90 calendar days
Minor Incident Response Time:
1 business day
Minor Incident Restoration Time:
5 business days
Minor Incident Resolve Time:
135 calendar days
On-site Support for SHAPE:
Within 48 hours after receipt of Purchaser's request
Snippet:
This document outlines the requirements for the Provision of VTC Maintenance Support Services, including hardware, software, and technical support, with specific details on bid submission, evaluation, and service level agreements.
