ICT support services (service desk, remote support, platform management) – 24-Month contract

{"name":null,"email":null,"phone":null,"department":", national or provincial public entity or constitutional institution","address":null}

Returnable Documents: 9.3. CVs and certified copies of qualifications., 9.5 A valid Tax compliance status (TCS) PIN or proof of exemption from,

• SBD 1 (All sections must be fully completed),
• SBD 4 (All sections must be fully completed),
• SBD 6.1(All sections must be fully completed),
• Proof of registration on the Central Supplier Database.

Bids are evaluated in two stages. First, functionality is assessed out of 100 points; a minimum of 70 points is required to proceed. Thereafter, preference points are applied using the 80/20 or 90/10 system as per the 2022 Preferential Procurement Regulations. Bidders must indicate how they claim preference points. The lowest acceptable tender will be used to determine the accurate system once tenders are received.

(a) any national or provincial department, national or provincial public entity or constitutional institution (b) any municipality or municipal entity;

provisions

in the SCC shall prevail.

Table of clauses

1. Definitions
2. Application
3. General
4. Standards
5. Use of contract documents and information; inspection
6. Patent rights
7. Performance security
8. Inspections, tests and analysis
9. Packing
10. Delivery and documents
11. Insurance
12. Transportation
13. Incidental services

income-generating contracts)

|You are hereby invited to bid for requirements of the (name of department/ public |

The appointment of a service provider for the provision of WAN

Services (internet services & security) and ad-migration for

Twelve (12) months

RFP number: RFP/2021/001478

Closing date: 28 september 2026

Closing time: 11:00

The Public Service Sector Education and Training Authority (PSETA) is a Sector

Education and Training Authority (SETA) established in terms of section 9(1) of

the Skills Development Act as amended and is classified as a National

Public Entity under schedule 3A of the Public Finance Management Act, .

The PSETA intends to invite Internet service providers with the necessary

expertise and experience to submit proposals for the implementation, support, and

maintenance of network services, Security, and migration of on-premise Active

Directory.

This document outlines the criteria and requirements for selecting a suitable

service provider.

2. Background & context

The PSETA ICT Strategy is designed to ensure that the appropriate ICT

infrastructure and systems are in place to enable the PSETA to deliver on its

mandate. In alignment with the PSETA strategy to improve how ICT supports

business objectives.

The Strategy seeks to leverage current ICT investments, combined with advances

in technology such as cloud computing, to deliver better value for PSETA by

creating efficiencies through integration, consolidation, and the sharing of

common infrastructure, systems, and resources.

PSETA is using Azure services, Office 365, and Dynamics 365 ERP. It operates

from Hillcrest, Pretoria. There are no regional offices. The number of users is 65,

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and the total number of email boxes is 100. There is existing fiber infrastructure in

the building. The PSETA on-prmises AD currently syncs to Azure.

3.1. The Scope of the bid covers the following:

a. Migration of on-premises Active Directory to the private cloud.

b. Provision, support, maintenance, and management of Software-Defined

Wide Area Network (SD-WAN) services;

c. Provision, support, maintenance, and management of Internet services;

d. Provision, support, maintenance, and management of ICT Security (SD-

WAN and Private Cloud).

3.2 Technical specifications

3.2.1 Ad migration:

The following is the current AD specification for the migration to the Private Cloud

and Dedicated hosting:

Dc

Windows Server 2019 Standard Required: Latest

Processor: Intel (R) Xeon (R) Bronze 3106 CPU @ 1.70GHz 1.70 GHz (6

processors)

Installed memory (RAM): 10 GB Required: 32 GB

Functional level: Windows Server 2012 Required: Latest

Roles: DNS, DHCP

Storage: 100 GB Required: 200 GB

Secondary dc

Windows Server 2019 Standard Required: Latest

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Processor: Intel (R) Xeon (R) Bronze 3106 CPU @ 1.70GHz 1.70 GHz (6

processors)

Installed memory (RAM): 17.8 GB Required: 32 GB

Functional level: Windows Server 2012 Required: Latest

Roles: DNS, DHCP

Storage: 500 GB Required: 200GB

File server

Windows Server 2019 Standard Required: Latest

Processor: Intel (R) Xeon (R) Bronze 3106 CPU @ 1.70GHz 1.70 GHz (6

processors)

Installed memory (RAM): 10 GB Required: 32 GB

Functional level: Windows Server 2012 Required: Latest

Storage: 500 GB Required: 500 GB

NB: The servers must be upgraded to the latest version during migration.

3.2.2. Sd-wan services/voip services

• Configure SD-WAN
• Host the domain pseta.org.za and the website www.pseta.org.za
• Provide Voice Services – end-to-end telecommunication solution (Voip)
• Port existing numbers
• Provide SIP trunking
• Configure Cloud-based PABX (Telephone System) – Microsoft Teams

(PSETA uses M365 A5 for faculty licenses)

• Configure soft-clients on end-user machines.
• Signed service level agreement with performance metrics.

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3.2.3. Internet services

• Provide, support, and maintain a primary Internet break-out line of 200

Mbps (fibre).

• To provide secondary/redundant internet access at 50 Mbps

(Microwave/LTE/Wirelss)

• Monitoring tool/system for the availability and utilization of the internet

line.

• A highly available Internet service with an uptime of 98% should be

proposed, provided, and guaranteed. If the target is not met, penalties will

apply.

• Administer and maintain PSETA’s domain name services and facilitate the

move from the incumbent service provider.

3.3.4. ICT security services

The following are PSETA’s requirements for Security Services for the term of this

contract. Bidders should elaborate in their response on how each requirement will

be fulfilled. This is not SOC/SIEM Services but Managed Firewall Services:

• Firewall services that include malware and spyware protection
• Tunneling and encryption
• Intruder Prevention System services
• Implement, support, maintain, and manage centralized highly available

(with failover capabilities) Next Generation Firewalls (NGFW) that

protect the entire PSETA network;

• Firewall service must be 99% available.
• Proactively monitor and report on any security breaches/incidents and

implement preventative measures to prevent recurrence of incidents;

• Regularly review security configurations and make recommendations for

improvement;

• The security services must cater to web filtering,

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NB: There are no backup services required.

4. Competency and expertise

Bidders should elaborate in their response on how each support service element will

be fulfilled:

• The successful bidder will provide a dedicated Project Manager and Project

Co-ordinator or Administrator and related project resources with relevant

experience to manage the specified requirements relating to project

implementation. The project Manager should have experience in managing

similar projects.

• Bidder must propose how the Remote Support will be used to increase

efficiency in support and fulfillment of incidents and requests;

• For each call logged requiring site attendance support, technicians/engineers

must arrive at the site with the required parts/spares as a workaround to resolve

the incident. There will be no excuse for poor performance resulting from

prolonged downtime due to the correct part / spare not being on-site within the

SLA time. Bidder to outline an ability to fulfill this requirement;

• All Incidents that were not fully resolved but have been operationalized through

workarounds must have been fully resolved within 20 days, noting that

workarounds are not permanent solutions. Bidder to outline the ability to fulfill

this requirement.

• The Successful Bidder will be required to perform Capacity Management in all

WAN links and provide the PSETA with an accurate and updated Capacity Plan

on a quarterly basis.

• The bidder will be required to perform Quarterly Health Checks on all

technologies as part of the baseline service offering.

• The successful bidder will be required to keep an accurate record of, and

communicate Infrastructure and service-related risks to PSETA in a timely

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manner at the relevant platforms, and to maintain the Infrastructure-related Risk

Register. Bidders must propose an approach to fulfill this requirement.

• The successful bidder will be required to manage and report on the Availability

of all platforms.

• PSETA expects minimal or no downtime of services during office hours

(Weekdays 07h00 – 17h00) as part of the service takeover (switchover from

the current service provider to the successful bidder) of all services as

prescribed in the bid.

• The successful bidder will manage the effort and all activities concerning the

transfer of services as outlined in the Technical Requirements, including

coordinating and liaising with the current Service Provider.

• The successful bidder will be required to provide monitoring tools for the

availability of the systems and applications.

5. Timelines of the contract

The contract shall be for a period of twelve (12) months starting 01 October 2026.

6. Quality and reporting requirements

The service provider will report directly to the PSETA ICT Manager.

8. Evaluation process

The bids will be evaluated on the 80/20 principle with 80 points being allocated for

price and 20 points allocated for specific goals, once the minimum functionality

Phase 1: functionality evaluation

Bids must meet the minimum eligibility criteria in respect of functionality of 70

points out of 100 points that will be awarded for functionality before they are

The bids will be evaluated on the 80/20 principle with 80 points being allocated

for price and 20 points allocated for specific goal, once the minimum functionality

criteria are met. The bidder with the highest total number of points will be awarded the

The evaluation will be based on

Points allocated

for specific goals Points

Functionality criteria evaluation method criteria guideline weight

Security) = 2 Points

Security) = 3 Points

Security) = 4 Points

6. Quality and reporting requirements