Operation, Support, and Maintenance of the Veteran Assistant Software

Operation, Support, and Maintenance of the Veteran Assistant software: This digital solution, available as a web platform and mobile app, is used by approximately 329 users (veterans, soldiers, relatives) for contacting therapists at Forsvarets Veterancenter. The scope of services includes the takeover of the software from existing suppliers (1:1), data migration, documentation, establishment of a new on-premise operating environment at the contractor's site, provision of operating components (secure file transfer, operating systems), project management, and knowledge transfer. Ongoing services include the operation of the application and infrastructure (System) with two environments (pre-prod/prod), optional setup of a development and test environment, application operation (new versions/releases, maintenance, security, bug fixes), database administration, backup, monitoring, and infrastructure operation (monitoring, system backup, configuration and capacity management). Support includes 2nd and 3rd level support during agreed working hours (24/7 for critical incidents) and a Single-Point-of-Contact (SPOC); 1st level support remains with the client. Maintenance includes corrective and preventive measures, bug fixes, security updates, patches, and documentation maintenance. Additionally, on-demand services such as further development, consulting (e.g., development/test environment, security evaluations, training), as well as cross-cutting services (documentation, security, quality assurance, data protection, reporting, testing) and assistance with contract termination (Transition Out) are included. The software contains health data, requiring a high level of security. The number of users is expected to increase.

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