Microsoft dynamics CRM 365 support and maintenance services

Closing date and time: 28 August 2026 at 11:00.

Contract duration: 12 months from signing of service provider contract and Service Level Agreement (SLA).

No compulsory briefing session or site visit is mentioned in the document.

Submission and enquiries email: [email protected]

Project reporting line: Senior Manager IT (the appointed service provider will receive instructions from and report to this role).

No other contact names, telephone numbers, or physical submission address are provided in the document.

Submission method: email to [email protected]. Closing date and time: 28 August 2026 at 11:00 (as per tender record).

Returnable documents — all must be completed, signed and submitted with the proposal:

• Proof of registration on the Central Supplier Database (CSD).
• Valid Tax Clearance Certificate or SARS Tax PIN.
• B-BBEE Certificate of Measured Entity (or Sworn Affidavit for EMEs); non-submission scores zero for preference points.
• SBD 4: Declaration of Interest Form, fully completed and signed.
• SBD 6.1: Preference Points Claim Form, fully completed and signed.
• Certified Microsoft Dynamics 365 partnership certificate (mandatory requirement).
• Minimum three reference letters on client letterhead, signed, dated within five years of closing, with contactable details, describing Microsoft Dynamics CRM 365 support and maintenance work and confirming successful execution.
• CV of a Senior Technical Resource with minimum 5 years' Microsoft Dynamics CRM 365 support and maintenance experience and a valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).
• CV of a Junior Technical Resource with minimum 3 years' Microsoft Dynamics CRM 365 support and maintenance experience and a valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).
• Short company profile outlining services for this project.
• Cost/fee breakdown for the services to be rendered.

Disqualification risks:

• Any returnable form or document left unsigned or omitted.
• Failure to meet the mandatory requirement of being a certified Microsoft Dynamics 365 partner (MQA will verify with Microsoft).
• Proposals received after the closing time.
• Functionality score below 70 out of 100.

Four-phase evaluation; a bidder must pass each phase to proceed.

Phase 1 — Compliance (pass/fail): submission of all returnable documents listed above.

Phase 2 — Mandatory requirement (pass/fail): bidder must be a certified Microsoft Dynamics 365 partner; MQA reserves the right to verify with Microsoft.

Phase 3 — Functionality (scored out of 100, minimum threshold 70 points):

• Institutional/Organisational experience in Microsoft Dynamics CRM 365 — weight 40. Scored on a 0–5 scale based on number of compliant reference letters (0 = none, 1 = 1 letter, 2 = 2 letters, 3 = 3 letters, 4 = 4 letters, 5 = 5 or more letters). Each letter must be on client letterhead, signed, dated within five years of closing, with contactable details, describing support and maintenance work and confirming successful execution.
• Senior Technical Resource experience and qualifications — weight 30. Scored 0–5 based on years of relevant experience and valid certification: 0 = no compliant CV or certification; 1 = CV with 3–4 years' experience + certification; 2 = CV with 4–5 years' experience + certification; 3 = CV with 5–6 years' experience + certification; 4 = CV with 6–7 years' experience + certification; 5 = CV with 7+ years' experience + certification. Certification date stamp must be valid for six months prior to closing.
• Junior Technical Resource experience and qualifications — weight 30. Scored 0–5: 0 = no compliant CV or certification; 1 = CV with 1–2 years' experience + certification; 2 = CV with 2–3 years' experience + certification; 3 = CV with 3–4 years' experience + certification; 4 = CV with 4–5 years' experience + certification; 5 = CV with 5+ years' experience + certification. Certification date stamp must be valid for six months prior to closing.

Phase 4 — Pricing and Specific Goals (80/20 preference points system per PPPFA):

• Price — 80 points.
• Specific Goals — 20 points:

• Goal 1: B-BBEE Status Level of Contributor (max 15 points): Level 1 = 15, Level 2 = 14, Level 3 = 10, Level 4 = 8, Level 5 = 6, Level 6 = 5, Level 7 = 4, Level 8 = 2, Non-compliant = 0. Verified by B-BBEE Certificate or Sworn Affidavit.

• Goal 2: Promotion of Black Woman/Youth/Disability/Rural Area (max 5 points): ≥50% black women ownership = 2 points; ≥50% black youth ownership = 1 point; ≥50% black people with disability ownership = 1 point; ≥50% black people living in rural areas ownership = 1 point. Verified by B-BBEE Certificate or Sworn Affidavit.

• B-BBEE certificates must be original/valid, issued by SANAS-accredited verification agencies or IRBA-approved registered auditors. EMEs must submit a letter from the Accounting Officer appointed under the Close Corporations Act.

Scope: post-implementation support and maintenance of Microsoft Dynamics CRM 365 (cloud solution) Enterprise Package for the Mining Qualifications Authority (MQA) on a time-and-materials basis.

Work items (not exhaustive):

• Microsoft Dynamics CRM 365 support and maintenance.
• Configuration of escalations and workflows.
• Customisation of reports.
• Attending to technical problems.
• Integration with other systems and other configurations.
• Access to the latest updates.
• Microsoft Dynamics CRM 365 licensing as and when required.
• Other ad-hoc development as approved by MQA.

Deliverables:

• Support and maintenance of the system.
• Report writing and modification of existing reports.
• Microsoft Dynamics CRM 365 licensing as and when required.
• Other ad-hoc development and configurations as approved by MQA.
• Integration with other systems.

Resource requirements:

• Senior Technical Resource: minimum 5 years' experience in Microsoft Dynamics CRM 365 support and maintenance; valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).
• Junior Technical Resource: minimum 3 years' experience in Microsoft Dynamics CRM 365 support and maintenance; valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).

Contract management: service provider reports to the Senior Manager IT; work commences upon signing the service provider contract and SLA.

Company experience: minimum three reference letters from different clients for Microsoft Dynamics CRM 365 support and maintenance, on client letterhead, signed, dated within five years of closing, with contactable details, describing work done and confirming successful execution.

Senior Technical Resource: minimum 5 years' experience in Microsoft Dynamics CRM 365 support and maintenance; valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).

Junior Technical Resource: minimum 3 years' experience in Microsoft Dynamics CRM 365 support and maintenance; valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).

Functionality scoring uses a 0–5 scale for each resource based on years of experience and valid certification; minimum overall functionality threshold is 70 out of 100.

Service provider must exhibit the highest level of integrity in all professional assignments and accept only assignments with reasonable expectation of professional competence.

Work must be conducted with utmost integrity and honesty; sufficient, appropriate evidence must be collected to ensure the solution assists MQA in achieving its organisational goals and objectives.

MQA reserves the right to terminate for non-performance or poor quality of work.

MQA may undertake due diligence to ascertain functionality.

Progress meeting suggestions, once accepted by both parties, form part of the contract.

Time-and-materials pricing; bidders must quote rates for:

1. Senior Technical human resource (rate per hour).
2. Junior Technical human resource (rate per hour).
3. Callout Fee (rate per km).

Payment only for acceptable work completed and timeously delivered per agreed pricing schedule.

Pricing model: time and material (rates per hour for human resources, call-out fee per km).

Price schedule line items (bidders must provide rates for each):

1. Senior Technical human resource (rate per hour).
2. Junior Technical human resource (rate per hour).
3. Callout Fee (rate per km).

Payment terms: payment only for acceptable work completed and timeously delivered in line with the agreed pricing schedule during the contracting phase.

No bonds, guarantees, insurance requirements, or financial capacity/turnover thresholds are stated in the document.

Mandatory compliance documents:

• CSD registration (proof required).
• Valid Tax Clearance Certificate or SARS Tax PIN.
• B-BBEE Certificate of Measured Entity or Sworn Affidavit (EMEs: letter from Accounting Officer under Close Corporations Act); non-submission results in zero preference points.
• SBD 4: Declaration of Interest Form (completed and signed).
• SBD 6.1: Preference Points Claim Form (completed and signed).

Mandatory eligibility requirement:

• Certified Microsoft Dynamics 365 partner (partnership certificate required; MQA will verify with Microsoft).

Functionality evidence (scored, not pass/fail but contributes to 70-point threshold):

• Minimum three compliant reference letters for Microsoft Dynamics CRM 365 support and maintenance (client letterhead, signed, dated within five years, contactable details, confirming successful execution).
• Senior Technical Resource CV with ≥5 years' relevant experience and valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).
• Junior Technical Resource CV with ≥3 years' relevant experience and valid Microsoft Dynamics CRM 365 certification (certification date stamp valid for six months prior to closing).

General conditions: award subject to acceptance of MQA's Supply Chain Management general conditions of contract; MQA reserves the right to terminate for non-performance or poor quality; MQA may award to more than one bidder; MQA may undertake due diligence; MQA reserves the right not to award.

B-BBEE Status Level (Goal 1, max 15 points): Level 1 = 15, Level 2 = 14, Level 3 = 10, Level 4 = 8, Level 5 = 6, Level 6 = 5, Level 7 = 4, Level 8 = 2, Non-compliant = 0. Verified by original/valid B-BBEE Certificate or Sworn Affidavit from SANAS-accredited agency or IRBA-approved auditor.

Promotion of Black Woman/Youth/Disability/Rural Area (Goal 2, max 5 points): ≥50% black women ownership = 2 points; ≥50% black youth ownership = 1 point; ≥50% black people with disability ownership = 1 point; ≥50% black people in rural areas ownership = 1 point. Verified by B-BBEE Certificate or Sworn Affidavit.

EMEs must submit a letter from the Accounting Officer appointed under the Close Corporations Act.

Non-submission of B-BBEE verification results in non-compliant contributor status and zero preference points.

Contract duration: 12 months from signing of service provider contract and Service Level Agreement (SLA).

Award subject to acceptance of MQA's Supply Chain Management general conditions of contract.

MQA reserves the right to terminate the contract for clear evidence of non-performance or poor quality of work.

MQA may, at its sole discretion, award an assignment or any part thereof to more than one bidder.

Payment only for acceptable work completed and timeously delivered per the agreed pricing schedule.

MQA may undertake due diligence on qualifying service providers to ascertain functionality.

MQA reserves the right not to award the bid to any service provider.

Any suggestions accepted during progress meetings by both parties form part of the contract.

MQA reserves the right to accept the project costing wholly or partially.

Phase 1 Compliance: CSD registration, Tax Clearance/Tax PIN, B-BBEE Certificate/Sworn Affidavit, SBD 4, SBD 6.1 — all mandatory; omission leads to disqualification (MQA may allow correction of non-substantive omissions within a reasonable timeline).

Phase 2 Mandatory: certified Microsoft Dynamics 365 partner (partnership certificate; MQA will verify with Microsoft).

Phase 3 Functionality (100 points, 70-point minimum): Institutional experience (weight 40) scored on number of compliant reference letters; Senior Technical Resource (weight 30) scored on years of experience (5+ years minimum) and valid certification; Junior Technical Resource (weight 30) scored on years of experience (3+ years minimum) and valid certification. All certifications must have date stamps valid for six months prior to closing.

Phase 4 Pricing and Specific Goals: 80/20 PPPFA preference points system — Price 80 points, Specific Goals 20 points (B-BBEE Status Level max 15 points; Black Woman/Youth/Disability/Rural ownership max 5 points).