EBA欧洲银行-05.-Website-Clarifications-No5_4页_178kb

Open Tender Procedure Clarifications No. 5 Summary

Core Content

The document, Open Tender Procedure Clarifications No. 5, provides detailed responses to questions raised by tenderers regarding the European Banking Authority (EBA) Procurement Procedure: Website Services (EBA/2016/02/COMM/SER/OP). It aims to clarify the requirements related to website performance, incident handling, defect rates, and response times to ensure that tenderers fully understand the expectations and can submit compliant proposals.

Main Points and Clarifications

1. Capacity/Performance Requirements

• Requirement: The website must be hosted on a dedicated server with adequate bandwidth to handle average visits and a maximum load time of 5 seconds per page.
• Clarification: The 5-second load time applies to average visit volume, not to extreme peaks. Tenderers are encouraged to offer higher capacity if they can guarantee the required service level.

2. Incident Handling

• Failure Conditions:
  • Major failure: More than 1 per month (as defined in the SLA).
  • Minor failure: More than 5 per month (as defined in the SLA).
• Service Credit:
  • A 5% credit is applied monthly based on the number of failures, and it is applied in the following month.
• Response Time:
  • Critical incidents must be acknowledged within 1 hour.
• Clarifications:
  • Terms: "Failure", "issue", and "incident" are considered synonymous. However, for clarity, the EBA refers to the ITIL definition of "incident" as an unplanned interruption or reduction in quality of an IT service.
  • Definition of Major vs. Critical: This distinction is left to the tenderers to define in their proposals. The EBA does not provide a fixed definition.
  • Resolution Time: The document specifies response/acknowledgement time, but resolution time is to be defined by the tenderers in their proposals.

3. Defect Rates of Enhancements and New Releases

• Requirement:
  • Major deliverables/releases must be bug-free at a rate of 99.8%.
  • Production failures: Up to 1 major and 5 minor per month.
• Clarification:
  • These failure rates are included in the incident handling requirements mentioned in point 3.
  • The repetition is for clarity and to emphasize the importance of maintaining high service quality during updates and enhancements.

4. Time-to-Implement

• Requirement:
  • A request (such as an incident or service request) must be implemented within 24 hours, excluding resolution or development time.
• Clarification:
  • Enhancements are not included in the 24-hour implementation window.
  • The 24-hour period is the maximum time allowed for implementing a fix or enhancement into production, after the resolution or development is completed.

5. Time-to-Acknowledge

• Requirement:
  • Critical incidents must be acknowledged within 1 hour.
  • Response time for a programmer to address a production problem must be less than 1 hour during business hours.
• Clarification:
  • The response time in point b refers to the time the programmer starts working on the problem.
  • The response time should start counting from notification by the EBA, not from the contractor's acknowledgment.
  • In the case of a fix, the programmer must respond within the 1-hour window.

Key Information

• The EBA emphasizes clarity and consistency in the procurement process, especially regarding performance metrics and incident management.
• Tenderers are required to define major/minor/critical issues in their proposals, aligning with the ITIL framework.
• The 24-hour implementation delay applies only to non-enhancement requests (e.g., incident fixes or service requests).
• Critical incident acknowledgment and programmer response time are strictly regulated and must occur within 1 hour during business hours.
• The defect rate and failure conditions for enhancements and new releases are integrated into the broader incident handling framework, ensuring comprehensive service quality.

Conclusion

This clarification document is essential for tenderers to understand the specific expectations of the EBA regarding website performance, incident management, and service delivery. It ensures that all parties are aligned on key definitions and requirements, promoting transparency and compliance in the procurement process. Tenderers are advised to carefully review and align their proposals with the ITIL definitions and the EBA's service level expectations.