Beyondtrust remote support system – 5-Year development, support & licence maintenance agreement – SITA tender in gauteng

Returnable documents (all must be completed, signed and submitted):

• SBD 1 (Invitation to Bid): bidder and contact details, signed as the offer cover page.
• SBD 4 (Declaration of Interest): discloses whether any director or shareholder is employed by the state or connected to anyone at SITA.
• SBD 6.1 (Preference Points Claim): claims B-BBEE points under the PPPFA system.
• SBD 8 (Declaration of Bidder's Past Supply Chain Management Practices).
• SBD 9 (Certificate of Independent Bid Determination): certifies no collusion or price disclosure.
• Authority to Sign / Board Resolution: authorises the named signatory to bind the bidder.
• Pricing schedule in the prescribed Excel format (Pricing Schedule Summary, Disc Model & Pricing Principle, Base Component, Growth Component, Professional Services). Any other format will not be considered.
• Proof of CSD registration.
• Valid B-BBEE certificate (SANAS-accredited) or CIPC sworn affidavit (EME/QSE only) to claim preference points.
• CIPC registration documents.
• Third-Party Risk Management Assessment (all questions in Annex B) completed and Declaration of Acceptance signed.
• Declaration of compliance and acceptance of all Special Conditions of Contract, signed.
• Proof of being an accredited BeyondTrust partner/reseller/distributor (valid certificate, letter or licence showing OSM name, bidder name, issue date and expiry date).
• Technical mandatory requirement substantiating evidence, cross-referenced to Annex A.

Disqualification risks:

• Failure to attend the compulsory virtual briefing session.
• Any returnable form left unsigned or omitted.
• Pricing submitted in a format other than the prescribed Excel spreadsheet.
• Failure to accept ALL Special Conditions of Contract.
• Failure to complete all Third-Party Risk Management Assessment questions or sign the Declaration of Acceptance.
• Bids received after the closing time.

Four-stage evaluation. A bidder must pass each stage to proceed to the next:

• Stage 1 (Mandatory Administrative responsiveness): attendance of compulsory briefing session, CSD registration, all SBD documents completed and submitted.
• Stage 2 (Technical Mandatory requirements): bidder must comply with ALL technical mandatory requirements (e.g. being an accredited BeyondTrust partner, providing substantiating evidence). Non-compliance results in "NOT COMPLY" and disqualification.
• Stage 3 (Special Conditions of Contract Verification): bidder must accept ALL Special Conditions of Contract without qualification.
• Stage 4 (Price and Preference Points Evaluation): points allocated as per the applicable preference point system.

Preference point system:

• 80/20 system (80 Price, 20 Specific Goals) if the lowest acceptable bid price is up to and including R50 000 000 (all taxes included).
• 90/10 system (90 Price, 10 Specific Goals) if the lowest acceptable bid price is above R50 000 000 (all taxes included).
• SITA reserves the right to apply either system based on the lowest acceptable bid price.
• Specific goals points are allocated for B-BBEE status level, ownership (black, black women, youth, people with disabilities) as per tables 11A or 11B.

Preference goal requirements are legally binding for the contract duration. Performance is assessed annually; failure may incur a penalty of 1% of the prior year's annual spend.

Scope: Five-year development, support and licence maintenance agreement for the BeyondTrust Remote Support system for SITA.

Deliverables:

• Maintenance and support of BeyondTrust Remote Support licences (application licences and user licences) for five years.
• Formal training to SITA to enable them to provide Remote Support services to government departments.
• Professional services (contractor support for integration requirements not covered by standard maintenance) – up to 3330 support hours per year for five years (16 650 hours total), on an as-and-when required basis (not committed spend).
• Provision for additional licence growth (not committed spend).
• Develop and execute an exit/handover strategy.

Licences to be maintained:

• 2 x BeyondTrust Appliance Licences (base 2, growing to 6 over 5 years).
• 30 x BeyondTrust User Licences (base 30, growing to 280 over 5 years).
• 1 x BMC Remedy Integration Licence.

Functional requirements of the licences:

• Remote control and screen sharing (including multi-monitor navigation).
• Annotations (draw, highlight, encircle, box on screen).
• Remote mobile device camera sharing (Android, iPad, iPhone).
• File sharing and transfer with strong encryption.
• Transfer session (real-time help from another technician).
• Unattended remote access (to computers, servers, virtual machines).
• Scalability, security (role-based, two-factor authentication, audit logs, zero footprints).
• Audit and compliance (session recording, audit logs).
• Cross-platform compatibility (Windows, Mac, Linux, Chrome, SSH/Telnet, iOS, Android, Windows Mobile).
• Fast connectivity.
• Integrations (pre-built with ITSM/helpdesk/ticketing solutions, custom via API).

Service levels:

• Support hours: 8 hours x 5 days x 52 weeks (excluding weekends and public holidays).
• Incident response time: maximum 1 hour for all priorities.
• Incident restore/resolve time: Critical = 8 hours, High = 16 hours, Medium = 24 hours, Low = 48 hours.
• All preventative and corrective maintenance must follow SITA's formal change process.
• Weekly reporting meetings and performance reviews as per signed SLA.

Delivery address: SITA Centurion, John Vorster Drive, Centurion, Gauteng.

Customer infrastructure: The system must be maintained and supported in a secure VPN and/or a local cloud specifically built for service management technologies.

Pricing format:

• Total price must be VAT inclusive and quoted in South African Rand (ZAR).
• All quoted prices must cover the entire scope of required services and deliverables. All additional costs (delivery, labour, S&T, overtime, etc.) must be included.
• Pricing must be submitted in the provided Excel spreadsheet format (Pricing Schedule Summary, Disc Model & Pricing Principle, Base Component, Growth Component, Professional Services). Any other format will not be considered.
• Time and Material quotations will not form part of the total bid price; they are for ad-hoc requirements.

Payment terms:

• Maintenance and support (committed spend): lump sum per financial year for the BeyondTrust Remote Support licences. Payment terms negotiated at contracting.
• Training (not committed spend): rate-based, monthly payment per hours delivered (timesheet-based).
• Professional services (not committed spend): monthly payment per hours delivered (timesheet-based).
• Additional licences (not committed spend): lump sum per licence extension.

Exchange rate:

• Bidders must use the provided exchange rates for comparison: 1 USD = R16.17, 1 Euro = R21.86, 1 Pound = R18.68.
• Foreign price component will be subject to ROE fluctuation; details negotiated at contracting.

Bonds/guarantees: Not stated.

SITA reserves the right to negotiate pricing with the successful bidder prior to award.

Mandatory registrations:

• National Treasury Central Supplier Database (CSD) registration (per Instruction Note 4A of 2016/17).
• Valid tax clearance certificate (SARS TCS / tax PIN).
• CIPC registration documents.

B-bbee:

• Valid B-BBEE certificate from a SANAS-accredited agency, or CIPC sworn affidavit (for EMEs and QSEs only).
• Preference points claimed based on B-BBEE level and ownership categories (black, black women, youth, people with disabilities) as per tables 11A or 11B.
• B-BBEE level must be sustained or improved for the contract duration.

CIDB: Not required.

Professional registrations:

• Bidder must be an accredited BeyondTrust partner/reseller/distributor (proof required).
• OEMs/OSMs using a partner/reseller/distributor model are not eligible.

Local content: Not stated.

Other:

• Third-Party Risk Management Assessment must be completed (all questions in Annex B) and Declaration of Acceptance signed.
• Company security screening by State Security Agency may be required.
• Employees may need security suitability checks and/or security clearances (Confidential, Secret or Top Secret) at SITA's discretion.
• ISO/IEC Quality Standards compliance required for the contract duration.
• Occupational Health and Safety File required (for on-site installation).
• Written business continuity and disaster recovery plans required.
• Sub-contracting: percentage to be negotiated at contracting stage; sub-contractors must have valid tax clearance certificates.