Maintenance and support for invgate itsm solution (req00172)

Closing date: 23 October 2026 at 16:00

Bidding procedure enquiries:

• Contact: Lufuno Balibali
• Telephone: 012 748 4002
• Email: [email protected]

Technical enquiries:

• Contact: Magadi Tshitannye
• Telephone: 012 748 4048
• Email: [email protected]

Submission email: [email protected]

OPFA address:

4th Floor, Riverwalk Office Park

Block A, 41 Matroosberg Road

Ashlea Gardens

Pretoria, 0081

Submission method: electronic only — email the quotation and all supporting documents to [email protected].

Closing time: 16:00 on 23 October 2026. Late bids will not be accepted.

Bids must be submitted on the official forms provided (not re-typed) and in the prescribed manner.

Returnable forms and documents:

• SBD 1 (Invitation to Bid): signed as the offer cover page.
• SBD 4 (Bidder's Disclosure): declares whether any director, shareholder, or controlling person is employed by the state or connected to anyone at the OPFA; false disclosure disqualifies the bid.
• SBD 6.1 (Preference Points Claim): claims preference points for specific goals; evidence must be submitted with the bid.
• SBD 7 (Contract Form): the successful bidder must complete and sign this.
• Proof of authority to sign (e.g., company resolution).
• SARS Tax Compliance Status PIN or CSD number.
• B-BBEE certificate or sworn affidavit (for EMEs/QSEs) to claim preference points.
• Proof of InvGate accreditation/partnership.
• Reference letters and CVs as required.

Disqualification risks:

• Failure to submit any mandatory requirement or evidence.
• Bids from persons in the service of the state, or companies with directors who are.
• Bids from entities listed on the Register for Tender Defaulters or the List of Restricted Suppliers.

Evaluation system: 80/20 preference point system.

• Price: 80 points (lowest acceptable price scores maximum).
• Specific goals: 20 points, allocated as follows:
• 51% or more ownership by black people: 5 points (proof: CSD report, B-BBEE certificate, or sworn affidavit).
• 51% or more ownership by black women: 5 points (proof: CSD report, B-BBEE certificate, or sworn affidavit).
• 30% or more ownership by people living with disabilities: 3 points (proof: CSD report, B-BBEE certificate, or sworn affidavit).
• 30% or more ownership by youth: 3 points (proof: CSD report, B-BBEE certificate, or sworn affidavit).
• EME/QSE: 4 points (proof: CSD report, B-BBEE certificate, or sworn affidavit).

No points are awarded for specific goals without supporting evidence.

The OPFA will verify CSD reports during evaluation; bidders must ensure their CSD information is current and correct.

Bidders must be registered on the Central Supplier Database (CSD) — unregistered suppliers will not be awarded the bid.

The Office of the Pension Funds Adjudicator (OPFA) requires maintenance and support for its InvGate ITSM solution for 24 months.

Scope includes:

• Maintenance and support of the InvGate ITSM environment (Development, Testing, Production, and Disaster Recovery), excluding Windows and SQL environments which are supported internally.
• Software updates (patching) at least once a month during maintenance weekends, or as required for urgent business needs.
• Incident and problem management (break-fix services), including liaison with the OEM.
• Service requests: minor updates to existing modules and functionality.
• Security management of all environments.
• Monitoring for performance and availability.
• Keeping documentation up to date.
• Disaster recovery and IT continuity: participate in pre and actual DR tests, update the DR manual, and assist in restoring services at the DR site.
• Monthly reporting and attendance at meetings (weekly, biweekly, or monthly) as agreed.

Licensing:

• Supply 11 concurrent InvGate licences for 24 months.
• Licences must cover Production, Development, Testing, and Disaster Recovery environments.
• All licences must be procured in the name of the OPFA.

Ad-hoc enhancements:

• Provision of 200 hours for ad-hoc enhancement services, initiated by the OPFA.
• The service provider is not entitled to use these hours; payment is prorated based on hours used.
• The 200 hours may be used at any time during the 24-month contract.

Exclusions:

• Hosting services, data migration, Windows/SQL/SharePoint licensing, and SQL environment maintenance.
• The OPFA provides all on-premises ICT infrastructure, including Microsoft base OS licences; the bidder must specify server, storage, and Hyper-V requirements during planning.

The bidder must provide a support model, escalation procedures, support hours, and response times to demonstrate ability to meet SLA levels.

Bidder must be an accredited InvGate ITSM Partner.

Must have proven experience in at least two organisations in the last three years with similar InvGate ITSM implementation/support.

Must provide verifiable reference letters with organisation name, contact person, telephone, contract duration, and nature of activities.

Must provide at least two CVs of technical support staff with minimum two years' InvGate ITSM experience.

Minimum service requirements include regular software updates (patching) at least monthly, incident and problem management, service requests, security management, monitoring, documentation upkeep, disaster recovery participation, and monthly reporting.

SLA targets and penalties apply as per the SLA table.

Pricing schedule items:

• 2 Years Maintenance and Support (monthly payments) — scope 4.1, duration 24 months.
• Licensing (24 months) — scope 4.2, once-off.
• Ad-hoc Enhancements services (200 hours) — scope 4.3, as and when agreed.

Provide totals excl VAT, VAT, and incl VAT.

Pricing schedule (excl VAT):

• Item 1: 2 Years Maintenance and Support — monthly payments, duration 24 months.
• Item 2: Licensing (24 months) — once-off.
• Item 3: Ad-hoc Enhancements services (200 hours) — as and when agreed.

Total excl VAT, VAT, and Total inc VAT must be provided.

SLA penalties:

• Incidents (Normal): 4 hours respond, 8 hours repair, 95% target, penalty 3% of monthly invoice.
• Incidents (Critical): 1 hour respond, 4 hours repair, 95% target, penalty 3% of monthly invoice.
• Service requests: 8 hours respond, 16 hours repair, 95% target, penalty 3% of monthly invoice.
• Problem Management: 40 hours repair, 90% target, penalty 3% of monthly invoice.
• Problem Management (Root Cause Analysis Report): 40 hours repair, 100% target, penalty 3% of monthly invoice.
• Reports: as per agreed reporting dates, 100% target, penalty 5% of monthly invoice.

Invoices are approved only after milestones are reached and milestone reports accepted.

Penalties are deducted from the next invoice; no service credits are accrued for early completion.

No penalty applies for delays outside the bidder's scope.

Mandatory requirements (failure to submit evidence leads to disqualification):

• Accredited InvGate ITSM Partner — proof of accreditation/partnership required.
• Proven experience implementing, maintaining, and supporting InvGate ITSM in at least two organisations in the last three years with similar requirements — verifiable reference letters required, including organisation name, contact person, telephone, contract duration, and nature of activities.
• At least two CVs of technical support team members with a minimum of two years' experience configuring, implementing, maintaining, and supporting InvGate ITSM.
• Local presence in South Africa and ability to provide post-implementation support per the SLA — submit support model, escalation procedures, support hours, and response times.
• CSD registration is mandatory.
• SARS Tax Compliance Status PIN or CSD number required; for consortia/JVs/sub-contractors, each party must submit its own.
• B-BBEE: a valid certificate or sworn affidavit (for EMEs/QSEs) must be submitted to claim preference points.
• Bidders must not be persons in the service of the state, nor companies with directors who are.
• POPIA compliance: bidders consent to OPFA processing their personal information for evaluation; must maintain security measures and notify of breaches.

Contract duration: 24 months.

SLA penalties as per the SLA table (see financialRequirements).

Invoices approved only after milestones reached and reports accepted.

Penalties deducted from next invoice; no service credits for early completion.

No penalty for delays outside bidder's scope.

POPIA obligations: both parties must comply with POPIA, protect personal information, notify of breaches, and not transfer PI outside South Africa without consent.

Mandatory requirements (disqualification if not met):

• Accredited InvGate ITSM Partner with proof.
• Proven experience in at least two organisations in the last three years with similar requirements.
• At least two CVs of technical support staff with minimum two years' InvGate experience.
• Local presence in South Africa and ability to provide post-implementation support per SLA, with details of support model, escalation, support hours, and response times.

80/20 preference point system: 80 points for price, 20 points for specific goals (ownership by black people, black women, people with disabilities, youth, and EME/QSE status). Evidence required for each goal; no points without evidence. CSD registration mandatory.