RFQ: sysaid itsm cloud subscription renewal, support & AI features for iziko museums (12 months)

Closing date and time: 19 June 2026 at 11h00

Advert date: 10 June 2026

SCM contacts: [email protected], [email protected]

Technical enquiries: Andre Makka ([email protected])

Submission email: [email protected]; [email protected]

Submission method: Email to [email protected] and [email protected]. Technical enquiries: Andre Makka ([email protected]).

Disqualification risks:

• Incomplete or incorrectly filled bid documents
• Non-compliance with specifications
• Late submission (after 19 June 2026, 11h00)
• Supplier not registered on Central Supplier Database (CSD)
• Non-compliant tax status
• Alterations to tender documents beyond filling in bidder details and price

Bidder responsibilities:

• Ensure complete email documents are received by Iziko by the deadline
• Submit all supporting documentation; non-responsive submissions will be disqualified
• Return signed SBD 4 and SBD 6.1 forms with the bid

4.3. Name of company/firm: ............................................................................... 4.4. Company Registration number: .................................................................. 4.5. TYPE OF COMPANY/FIRM  Partnership/Joint Venture / Consortium  One-person business/sole propriety  Public Company  Personal Liability Company  (Pty) Limited  Non-Profit Company  State Owned Company [TICK APPLICABLE BOX] 4.6. I, ........................................................................ the undersigned, who is duly authorised to do so on behalf of the company/firm, certify that the points claimed, based on the specific goals as advised in the tender, qualifies the company/ firm for the preference(s) shown and I acknowledge that: i) The information furnished is true and correct; ii) The preference points claimed are in accordance with the General Conditions as indicated in paragraph 1 of this form; iii) In the event of a contract being awarded as a result of points claimed as shown in paragraphs 1.4 and 4.2, the contractor may be required to furnish documentary proof to the satisfaction of the organ of state that the claims are correct; iv) If the specific goals have been claimed or obtained on a fraudulent basis or any of the conditions of contract have not been fulfilled, the organ of state may, in addition to any other remedy it may have – (a) disqualify the person from the tendering process; (b) recover costs, losses, or damages it has incurred or suffered as a result of that person’s conduct; (c) cancel the contract and claim any damages which it has suffered as a result of having to make less favourable arrangements due to such cancellation; (d) recommend that the tenderer or contractor, its shareholders and directors, or only the shareholders and directors who acted on a fraudulent basis, be restricted from obtaining business from any organ of state for a period not exceeding 10 years, after the audi alteram partem (hear the other side) rule has been applied; and (e) forward the matter for criminal prosecution, if deemed necessary

Evaluation approach: Best value (not just lowest price), incorporating expertise, experience, technical proposal, and organisational capacity.

Scoring system: 80/20 Preferential Procurement Policy Framework Act (PPPFA) system

• Price: 80 points (awarded using formula: Ps = 80(1 - (Pt - Pmin)/Pmin))
• Specific goals: 20 points (B-BBEE ownership)
• 50%+ black ownership: 20 points
• <50% black ownership: 10 points
• 0% black ownership: 0 points

Requirements for evaluation:

• Submit proof/documentation to claim preference points; failure to do so means no points are awarded
• Organ of state may require substantiation of claims at any time
• Bids will be disqualified if found to be collusive, fraudulent, or non-compliant with disclosure requirements

Scope: Renewal of SysAid IT Service Management (ITSM) Cloud subscription, including licensing, support, maintenance, updates, and vendor management for 12 months.

License renewal requirements:

• SysAid Spaces ITSM subscription
• 10 Named Agent Licenses
• Unlimited End Users
• Asset Management for up to 500 Assets
• CMDB Functionality
• SLA Management
• Advanced Reporting
• Patch Management
• Remote Support
• Workflow Automation
• Tasks and Project Management

AI features required:

• SysAid Copilot for Agents
• SysAid Copilot for End Users
• AI Agent Builder
• AI Intelligent Categorisation
• AI Case Summarisation
• AI Insights
• AI Emotion Analysis
• Pre-built AI Agents

Support and maintenance:

• Annual software subscription renewal
• Vendor support management
• Escalation management with SysAid
• Access to software updates and upgrades
• Security patches and bug fixes
• Product advisory services
• Quarterly service reviews
• Technical assistance during business hours

Professional services:

• Assistance with configuration changes
• Best-practice recommendations
• Knowledge transfer
• Remote technical support
• Reporting assistance

Service level requirements:

• Priority 1 (Critical): Response within 2 hours, resolution within 8 hours
• Priority 2 (High): Response within 4 hours, resolution within 1 business day
• Priority 3 (Medium): Response within 1 business day, resolution within 3 business days
• Priority 4 (Low): Response within 2 business days, resolution within 5 business days

Bidder must demonstrate:

• Minimum five (5) contactable references for SysAid licensing and support services performed within the last five years
• Authorisation to supply and renew SysAid subscriptions in South Africa
• Organisational capacity and expertise to support the project team

Submit a detailed pricing breakdown on company letterhead, including:

• SysAid Cloud ITSM License (10 agents, 300 users)
• Asset Management for 500 assets
• AI-Powered Assistance (Copilot for End Users & Agents)
• Remote Support & Control
• Patch Management Module
• 1-Year Support & Maintenance
• Total Cost (Excl. VAT)
• VAT (15%)
• Total Cost (Incl. VAT)

Instructions:

• Include all applicable costs (incidentals, travel, on-site hours, equipment, hardware)
• Quotes must be valid for 90 days from bid closing date
• No cost variations allowed after award
• Formal detailed quotation must accompany the proposal

Pricing schedule: Provide full cost breakdown for all services, including incidentals (travel, on-site hours, equipment, hardware), inclusive of VAT.

Required cost items:

• SysAid Cloud ITSM License (10 agents, 300 users)
• Asset Management for 500 assets
• AI-Powered Assistance (Copilot for End Users & Agents)
• Remote Support & Control
• Patch Management Module
• 1-Year Support & Maintenance
• Total Cost (Excl. VAT)
• VAT (15%)
• Total Cost (Incl. VAT)

Payment terms:

• Payment based on deliverables for goods received
• Payment only for work completed satisfactorily, with approved invoices
• Quotes must be valid for 90 days from bid closing date
• Formal detailed quotation must accompany proposal; no cost variations allowed post-award

Mandatory compliance:

• Registered on Central Supplier Database (CSD) with compliant tax status
• Valid Tax Certificate and/or Tax PIN
• Valid B-BBEE Certificate or Sworn Affidavit (ownership determines preference points)
• Signed SBD 4 (Bidder’s Disclosure) and SBD 6.1 (Preference Points Claim Form)
• Company Profile with minimum five (5) contactable references for SysAid licensing/support services in the last five years
• Confirmation of authorisation to supply and renew SysAid subscriptions in South Africa

Disqualification criteria:

• Listed on Register for Tender Defaulters or List of Restricted Suppliers
• Non-compliant CSD or tax status
• Failure to submit required administrative documents
• False or incomplete disclosure in SBD 4 or SBD 6.1

B-BBEE requirements:

• Submit valid B-BBEE Certificate or Sworn Affidavit
• Points awarded based on black ownership:
• 50% or more: 20 points
• Less than 50%: 10 points
• 0%: 0 points
• Proof must be submitted to claim points; failure to do so results in 0 points for specific goals

Formal contract basis:

• Proposal and appended documentation form the basis for negotiation and conclusion of a formal contract
• A mere offer and acceptance does not constitute a formal contract

General principles:

• Lowest or only quotation will not necessarily be accepted
• Iziko and its Council reserve the right to accept/reject any quotation or withdraw the request at any time

Consequences of non-compliance:

• Disqualification from tendering process
• Recovery of costs, losses, or damages incurred by Iziko
• Contract cancellation and damages claim
• Restriction from public sector business for up to 10 years
• Criminal prosecution for fraudulent claims

Special conditions:

• Bids must be submitted independently; collusive bidding is prohibited (joint ventures/consortia are exempt)
• No consultations, communications, or agreements with competitors regarding bid details
• Bid terms must not be disclosed to competitors before official opening or award
• No prior involvement in drafting specifications or terms of reference
• Bidders must confirm they are not listed on the Register of Tender Defaulters or Restricted Suppliers
• No convictions for fraud or corruption in the last five years for any controlling person

Administrative requirements:

• Complete and sign SBD 4 (Bidder’s Disclosure) and SBD 6.1 (Preference Points Claim Form)
• Disclose any state employment or relationships with procuring institution personnel
• Declare any interests in related enterprises bidding for the contract
• Certify that all information is true and correct; false declarations may lead to disqualification or legal action

Iziko promotes best value in contract awards, considering expertise, experience, technical proposal, and organisational capacity—not just the lowest price.

Evaluation system: 80/20 Preferential Procurement Policy Framework Act (PPPFA) system

• 80 points for price (calculated using: Ps = 80(1 - (Pt - Pmin)/Pmin))
• 20 points for specific goals (B-BBEE black ownership)

Preference points for B-BBEE:

• 50% or more black ownership: 20 points
• Less than 50% black ownership: 10 points
• 0% black ownership: 0 points

Note: Failure to submit proof for specific goals means no points are awarded. Organ of state may request substantiation at any time.