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It Services: Consulting, Software Development, Internet And Support – Microcomputing, Digital Support Services And Related Services In (Metropolitan And Overseas). The Purpose Of This Contract Is To Provide Microcomputer And Digital Support Services And Related Services In France (Mainland And Overseas): ● “Helpdesk” Type Support Dedicated To Inrap: Reception Of Support Requests From Users (By Telephone, Email, In Person, Remote Support, Etc.), Resolution Or Re-Direction Of Tickets To The Higher Level. This Escalation Can Take Place Internally Within The Contract Holders Teams Or At The Inrap It Department, Depending On The Case. ● On-Site Technical Assistance: Travel To Inrap Sites In Mainland And Overseas France To Carry Out Prevention Actions, User Assistance And Resolution Of Digital Problems, Including By Intervening On Hardware Or The Software Environment. ● Various Services (Remote Hands And Eyes, Rewiring And Reorganization Of Telecom Bays And Infrastructure, Moving Of Equipment, Assembly - Dismantling In A Computer Room, Any It-Related Service In The Context Of A Move, Provision And Collection Of Digital Equipment To Users, Cleaning, Inventory, Etc.). ● Consulting Services For The Support Function For Use By The Inrap It Department. All Of These Services Will Be Carried Out On Site Or Remotely, At The Discretion Of The Inrap It Department. For The Purposes Of This Market, The Term “Digital” Designates All Equipment, Software And Services Accessible To End Users Allowing The Production, Processing, Storage And Exchange Of Data In Electronic Form. It Covers In Particular, Without This List Being Exhaustive: – Workstations (Desktop And Laptop Computers) And Their Peripherals; – Portable Equipment, Including Tablets And Similar Equipment; – Mobile Telephone Terminals (Smartphones) And Associated Services; – Operating Systems, Business Software (If Applicable, If Support For The Functional Area Is Entrusted To The Holder), Office And Collaborative Applications; – Digital Services Accessible To Users (Messaging, Collaborative Tools, Telephony, Etc.); Rc - Microcomputer, Digital Support Services And Related Services In France (Mainland And Overseas) Consultation N°005Se2026 Page 4 Of 19 – Security Devices At The Level Of User Equipment (Authentication, Antivirus, Encryption, Etc.). In The Context Of This Support And Helpdesk Market, “Digital” Also Includes All Interactions Between Users And These Equipment And Services, As Well As Incidents, Requests And Developments Linked To Their Use. The Expected Level Of Support Is A Minimum Of Level 2. It Could Rise To Level 3 In The Event That The Escalation Is Entrusted In Its Entirety To The Holder Of The Market During The Contract Over A Specific Scope.
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