SPECIFIC TERMS OF REFERENCE

WEB MAINTENANCE, TECHNICAL SUPPORT AND IMPROVEMENT SERVICES

Tender for the EU-funded project “Strategic Communication and Support to Mass-Media in the Republic of Moldova”

1. BACKGROUND

The EU-funded project “Strategic Communication and Support to Mass-Media in the Republic of Moldova” aims to raise public awareness of the European Union, EU assistance and their benefits, through coherent communication and improved access to reliable information.

The Project manages the EU4Moldova.eu website, which showcases EU support and its impact in the Republic of Moldova. The website includes information generated through the EU Digitool system/platform. The Project also requires support for DCFTA.md, as relevant. Regular technical maintenance, content-related support, updates and targeted improvements are needed to ensure reliable and user-friendly operation of these online platforms.

2. SCOPE OF ASSIGNMENT

The selected service provider will deliver ongoing website maintenance, technical assistance, troubleshooting and agreed web improvements for EU4Moldova.eu and DCFTA.md, as well as technical support related to EU Digitool for the Republic of Moldova where applicable. Services shall be provided in close coordination with the Contracting Authority and in response to its approved requests.

The assignment covers maintenance of existing functionality and the implementation of additional features or landing pages when specifically requested and approved. The scope and price of any additional development shall be agreed before work begins.

3. TIMING OF THE ASSIGNMENT

Expected start date: [to be confirmed]. Contract duration: [to be confirmed]. Location: Republic of Moldova (services may be delivered remotely, with coordination meetings as required).

The bidder shall propose a service delivery plan and response arrangements for routine requests, urgent incidents and planned development work. Specific milestones shall be agreed with the Contracting Authority.

4. DETAILS OF THE ASSIGNMENT AND DELIVERABLES

The Contractor shall provide the following services, as applicable to the websites and systems within its agreed access and responsibilities:

General requirements for the Contractor

• At least three years of relevant experience in web development, technical maintenance, troubleshooting and testing.
• Demonstrated experience with websites of comparable complexity; relevant examples or references must be provided.
• Ability to provide timely support, apply professional quality standards and coordinate effectively with the Project team.
• Experience working with international organisations, NGOs or donor-funded projects will be considered an advantage.
• All changes affecting public-facing content or functionality must be approved by the Contracting Authority before publication or deployment.
• The Contractor shall safeguard credentials and confidential information, respect applicable data-protection requirements, and provide the Project with source files, documentation and access necessary for continuity.
• All newly developed deliverables shall be handed over to the Project, with intellectual-property rights governed by the signed contract.

Performance monitoring and acceptance

Performance will be assessed against the quality of delivered work, adherence to agreed deadlines, responsiveness, documented resolution of issues and acceptance of each deliverable by the Contracting Authority. The Contractor shall correct defects attributable to its work within an agreed reasonable timeframe.

5. SUBMISSION OF OFFERS

Interested companies are invited to submit the following application package in English:

Technical Proposal

• Understanding of the assignment and proposed technical approach, including maintenance, security, testing and quality assurance.
• Work plan, support availability, proposed response and resolution times, and procedures for urgent incidents.
• Company profile and examples of similar website maintenance or development assignments, including references or portfolio links.
• Proposed team composition and relevant CVs of key personnel.

Financial Proposal

• A clear itemised financial offer in EUR, excluding VAT, distinguishing recurring maintenance/support fees from rates for additional development work.
• Proposed unit rates (e.g. hourly or daily rates), any included support hours, and conditions for work requested beyond the agreed maintenance scope.
• All anticipated costs and assumptions must be clearly identified; no additional work may be charged without prior written approval.

Company Profile and Legal Documents

• Company registration documents.
• Evidence of relevant professional capacity and financial solvency, if requested by the Contracting Authority.

Evaluation of offers

Offers will be assessed on technical quality and price. Suggested technical assessment areas include relevant experience and portfolio, suitability of the proposed methodology and support arrangements, qualifications of the team, and ability to meet response requirements. The final evaluation methodology and weighting shall be confirmed in the tender invitation before publication.

The full package must be sent by email to anastasia.chistol@eu4moldova.eu no later than November 11, 2026, at 16:00 (Chisinau time). Please mention in the subject line: "Application for Web Maintenance and Technical Support Services".

Note for internal finalisation: confirm contract dates, whether both websites and EU Digitool remain in scope, hosting/access responsibilities, service-level targets, pricing model and evaluation weighting before issuing the tender.