Technical Support Services for Frontex Equipment

This contract opportunity involves providing essential technical support services for the operational equipment used by Frontex, the European Border and Coast Guard Agency. The goal is to ensure that all equipment remains operational and well-maintained, maximizing availability for users. Suppliers are invited to offer a range of services, including: 1. A virtual ServiceDesk for user support; 2. Remote first-level technical support; 3. In-field first and second-level technical support; 4. In-field third-level management of technical support; 5. In-field technical maintenance; 6. Integrated logistical support; 7. Auxiliary technical support services, such as root cause analysis, audits, feasibility studies, and quality reviews; 8. Specialized training for equipment use. The selected contractor(s) will work closely with Frontex staff and other contractors to support various equipment, including patrol cars and transportation vehicles. Frontex will provide necessary facilities and services, such as a dedicated ServiceDesk phone number, ICT tools, office spaces, and meeting rooms. The contract is divided into three lots: Lot 1 focuses on central technical support and coordination; Lot 2 covers in-field support for portable operational equipment; and Lot 3 addresses support for vehicular systems. Each lot has specific requirements and service packages (Gold, Silver, Bronze) that contractors must meet.