Microsoft dynamics 365 maintenance and technical support services – 12-Month contract (RFQ 012893)

Closing date: 28 October 2026 at 10:00 pm (22:00)

No briefing or site visit is stated in the document.

Commercial enquiries:

• Department: Supply Chain Management
• Email: [email protected]
• Telephone: 012 947 2875

Technical enquiries:

• Contact: Bongani Mabunda
• Email: [email protected]
• Telephone: 012 947 2712

RFQ reference: PR 012893

Submission email: [email protected]

Submission method: email to [email protected]

Closing: 28 October 2026 at 10:00 pm (22:00)

Quotation must be on company letterhead and clearly state the delivery period.

Proposals larger than 8MB must be sent in separate emails.

Only submissions received by the closing time will be considered.

Returnable forms (all must be completed, signed and attached):

• SBD 4 (Bidder's Disclosure): declares any relationship with state employees or the procuring institution; false disclosure disqualifies the bid.
• SBD 6.1 (Preference Points Claim): claims B-BBEE preference points.
• CSD Report: proof of Central Supplier Database registration.
• Valid B-BBEE certificate (required where applicable, e.g. pricing above R2,000).
• Compulsory technical specification table: confirm 'yes' or 'no' for each item and provide supporting evidence with page numbers.

Disqualification risks:

• Any returnable form omitted or unsigned.
• Scoring 'no' on any compulsory technical specification item.
• Scoring less than 80/100 on functional requirements.
• Submission after the closing time.

Evaluation stages:

1. Mandatory/legislative compliance (pass/fail, no points): SBD 4, SBD 6.1, CSD report.
2. Compulsory technical specification (pass/fail): Experienced ERP project/service delivery manager with minimum 10+ years Dynamics 365 delivery, support or transition experience (CV as evidence). A 'no' on any item disqualifies.
3. Functional requirements (minimum qualifying score: 80/100):

• Dynamics 365 Finance and Operations Functional Consultant (min 3 years) – weight 10
• Dynamics 365 CRM/Customer Engagement Functional Consultant (min 3 years) – weight 10
• Dynamics 365 CRM/Customer Engagement Developer (min 3 years) – weight 15
• Dynamics 365 Finance and Operations Technical Developer (min 3 years) – weight 15
• Microsoft Power Apps Developer (min 3 years) – weight 10
• Dynamics 365 ERP Support and Maintenance Track Record – weight 20 (scored on number of comparable engagements in last 5 years)
• Dynamics 365 ERP Application Takeover Experience – weight 20 (scored on number of successful takeovers)

Scoring guide for experience: 10+ years = full marks, 5–9 years = half, 3–4 years = partial, less than 3 years or no evidence = 0.

4. Price and B-BBEE (80/20 system): 80 points for price, 20 points for B-BBEE status level.

Price formula: Ps = 80(1 - (Pt - Pmin)/Pmin).

B-BBEE points: Level 1 = 20, Level 2 = 18, Level 3 = 14, Level 4 = 12, Level 5 = 8, Level 6 = 6, Level 7 = 4, Level 8 = 2, Non-compliant = 0.

Scope: Maintenance, functional and technical support, corrective development, configuration, integration and enhancement of NMISA's existing Microsoft Dynamics 365 ERP environment for 12 months.

Environment: Dynamics 365 Finance and Operations, Customer Engagement/CRM, customer portal, Power Platform, document, reporting, certificate-signing and third-party integrations.

Key activities:

• Application-level takeover from current implementation partner, including knowledge transfer and baseline assessment.
• Incident investigation, troubleshooting, defect correction and problem management.
• Support for financial, procurement, HR, fixed-asset, customer management and other deployed ERP processes.
• Development of customizations, extensions, reports, forms, business processes, automation and user interfaces.
• Support for customer portal, calibration, analysis, logistics, training, PT schemes, certificates and related services.
• Development and maintenance of Power Apps, Power Automate and other Power Platform components.
• API and integration support, including document signing, RFID/assets and customer-facing services.
• Data corrections, imports/exports, data quality, migrations and reporting improvements.
• Application security: role administration, segregation of duties, audit trails, POPIA compliance.
• Testing: development, regression and user acceptance testing before release.
• Knowledge transfer and IP: all deliverables, source code, scripts and customizations handed over to NMISA.
• Exit support and transition documentation at contract expiry.

Exclusions: Azure tenant administration, resource groups, virtual machines, networking, platform-level SQL administration, cloud monitoring, backups and disaster recovery are not the provider's responsibility.

Approach:

• Application-level transition and knowledge transfer: prepare takeover plan, hold knowledge-transfer sessions, inventory modules/solutions/code, review defects, verify access, deliver baseline assessment and takeover completion report.
• Functional and technical maintenance: incident investigation, troubleshooting, defect correction, problem management, configuration maintenance, functional consulting.
• Development and enhancements: analyze, design, develop, modify and test customizations, address approved outstanding items, support customer portal and related services, develop Power Platform components.
• APIs, integrations, data and reporting: investigate, develop and support integrations, maintain APIs and data mappings, support data corrections and reporting improvements, coordinate with infrastructure provider.
• Application security, QA and releases: administer roles, support audit trails and POPIA compliance, perform testing, document source control and change history.
• Knowledge transfer and IP: provide documentation, knowledge transfer, ensure handover of deliverables, provide exit support.
• Governance: appoint service delivery lead and project manager, submit transition schedule within 5 business days, hold weekly meetings during takeover and monthly reviews thereafter, maintain registers, obtain prior written approval for production changes and billable work.

Key personnel requirements (minimum 3 years relevant experience each, scored on years of experience):

• Dynamics 365 Finance and Operations Functional Consultant
• Dynamics 365 CRM/Customer Engagement Functional Consultant
• Dynamics 365 CRM/Customer Engagement Developer
• Dynamics 365 Finance and Operations Technical Developer
• Microsoft Power Apps Developer

Compulsory: Experienced ERP project/service delivery manager with minimum 10+ years Dynamics 365 delivery, support or transition experience (CV required).

Track record: Signed reference letters or completion certificates for Dynamics 365 ERP support and maintenance engagements within last 5 years (scored on number of engagements).

Takeover experience: Signed reference letters or completion certificates demonstrating successful takeover of an existing Dynamics 365 ERP environment from another service provider (scored on number of successful takeovers).

Quality assurance requirements:

• Perform development and regression testing and support business-led user acceptance testing before release.
• Document source control, change history, deployment approvals, rollback arrangements and application-level operational procedures.
• Maintain ticket register, defect backlog, root-cause analyses and documented workarounds.
• Provide technical estimates, specifications, source code, unit/integration tests, UAT support, release notes, deployment packages and rollback procedures.
• Use NMISA-approved change control; do not deploy to production without authorization.
• Support application-level audit trails, secure development, vulnerability remediation of custom code and POPIA compliance.

Pricing for 12 months: fixed price, valid 90 days from closing, delivery within 2 weeks, invoice after installation/commissioning/training, payment within 30 days of final invoice. Cost breakdown required. Unlimited on-site support without extra transport charges. Pay-as-you-go upgrade/scale option with ability to discontinue a service. Pricing items: ERP application takeover and baseline assessment (once-off), Dynamics 365 ERP BAU support (monthly), application governance/reporting/knowledge transfer (included), contract exit and handover (included), plus hourly rates for various consultant roles.

Pricing format: Fixed price for 12 months, with cost breakdown covering all required aspects.

Price validity: 90 days from closing date.

Delivery: within 2 weeks from placing order.

Invoicing: only after installation, commissioning and training completed.

Payment: within 30 days after receipt of final original tax invoice.

On-site support: unlimited, no extra transport charges to NMISA offices.

Scalability: option to upgrade/scale on pay-as-you-go basis; option to discontinue a service without lengthy waiting period.

Pricing schedule items:

• ERP application takeover and baseline assessment (once-off, qty 1)
• Dynamics 365 ERP BAU functional and technical support (monthly, qty 12)
• Application service governance, reporting and knowledge transfer (included in item 2)
• Contract exit and handover (included in item 2)
• Hourly rates for: D365 Finance and Operations Functional Consultant, D365 CRM/Customer Engagement Functional Consultant, Dynamics 365 Technical Developer/Consultant, Power Platform Developer/Consultant, Integration/API Developer, ERP Solution Architect/Technical Lead, ERP Data/Reporting Specialist.

No bid security, bonds, guarantees or retention are stated.

Pre-qualification (mandatory, no points):

• SBD 4 (Bidder's Disclosure) – completed, attached and signed.
• SBD 6.1 (Preference Points Claim) – completed, attached and signed.
• CSD Report – attached.
• Valid B-BBEE certificate – attached where applicable (e.g. pricing above R2,000).

International suppliers may be exempt from some requirements, but must submit signed SBDs noting non-applicability or provide documentary proof.

Bidders must not be listed on the Register for Tender Defaulters or the List of Restricted Suppliers.

No CIDB grading or CIPC registration is stated.

B-BBEE evaluation under 80/20 system: 80 points for price, 20 points for B-BBEE status level. Points: Level 1 = 20, Level 2 = 18, Level 3 = 14, Level 4 = 12, Level 5 = 8, Level 6 = 6, Level 7 = 4, Level 8 = 2, Non-compliant = 0. Proof of B-BBEE status level required to claim points; failure to submit proof means no points claimed.

Service level requirements:

• P1 (Critical production ERP outage): acknowledgement 15 minutes, restoration/workaround 4 hours, progress updates every 30 minutes.
• P2 (High impact module/integration failure): acknowledgement 30 minutes, restoration 8 business hours, progress updates every 2 hours.
• P3 (Medium impact with workaround): acknowledgement 4 business hours, restoration 3 business days, progress updates daily.
• P4 (Low impact minor defect): acknowledgement 1 business day, restoration 5 business days or agreed plan, progress updates as agreed.

Provider must maintain escalation matrix, after-hours P1 contact details, ticket records and monthly SLA reporting. Development requests are governed by approved effort estimates, milestones and acceptance criteria.

Special conditions:

• Quotation must be on company letterhead.
• NMISA is a schedule 3A public entity under PFMA; payments made only when all goods and services are delivered in full.
• Quotations firm and valid for at least 30 days.
• Quotations must clearly indicate delivery period.
• All quotations subject to attached SBD forms.
• B-BBEE certificate required for pricing above R2,000.
• Mailbox size 8MB; send larger proposals in part emails.
• Only on-time submissions considered.
• Quotations sent to [email protected].
• Response must reach NMISA by 28 October 2026 at 10:00 pm.

Mandatory requirements: SBD 4, SBD 6.1, CSD report, valid B-BBEE certificate where applicable. International suppliers may be exempt from some requirements but must submit signed SBDs noting non-applicability or provide documentary proof. Bidders must not be on Register for Tender Defaulters or List of Restricted Suppliers.

Additional evaluation details: Bids scoring 'no' on any compulsory technical specification item are disqualified. Functional evaluation minimum qualifying score is 80/100. Price and B-BBEE points are added for a total out of 100.