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Single Party Framework for the Provision of ICT Managed and Related Services
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Descriptions
DHDA requires the ICT Managed Services to be provided on a full end-to-end managed basis by the successful tenderer. Currently, DHDA has a considerable installed base of Microsoft products—both client and server—and tenderers responding to this PQQ should have access to relevant expertise to provide support in these areas. The services required include but are not limited to the areas below. •Network management including network security•Managing campus Internet Connectivity•Management of DHDA Backup and disaster recovery requirements•Deskside support•Out of hours emergency support•Server administration (both on-site and potentially off-site)•Hosting both physical (on-premise) and virtual (cloud) servers•Active Directory, Group Policy email management, etc.•Patch management•IT security management•Cloud mobilisation and support •Use of Microsoft SharePoint or an alternative (should DHDA transfer some or all of its storage requirements to the cloud)•Application support (e.g. Microsoft Suite of products – client and server)•Service desk support and ticketing system•Infrastructure/hardware support including asset register / asset management for the DHDA ICT footprint•Proactive monitoring (servers, networking, backups etc.)•Remote desktop support•Advice in relation to and provision of hardware•Carrying out work for DHDA clients •ICT projects (additional costs associated)•Licencing management•Working with other DHDA Vendors (Facilities Management, Website, print, access control and third-party application providers)•Account management•Management of telecommunications network•Management of unified communicationsGiven the nature of the DHDA campus and the DHDA ICT environment, it is likely, that to provide the services listed above, the successful tenderer will have to deploy the equivalent of at least one resource on a full-time basis to be physically present on-site.
Timeline
Published Date :
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Tender Regions
CPV Codes
72700000 - Computer network services
72253000 - Help-desk and support services
72315000 - Data network management and support services
72500000 - Computer-related services
72253200 - Systems support services
72250000 - System and support services
50334100 - Repair and maintenance services of line telephony equipment
72315100 - Data network support services
51340000 - Installation services of line telephony equipment
72253100 - Help-desk services
72610000 - Computer support services
72510000 - Computer-related management services
Keywords
VPN diagnostics
node monitoring
desktop aid
IT asset support
port testing
LAN/WAN setup
network service routing
client-computer support
tech assistance packages
PSTN system installation
managed switch support
customer support panels
user support solutions
IP routing services
24/7 user assistance
platform support modules
diagnostic network tools
physical cabling support
helpdesk coordination
IT support services
downtime intervention
network configuration
workstation management
router assistance
data link support
full-cycle IT support
DSL interface fix
switchboard installation
service request handling
line noise suppression
live troubleshooting
endpoint management
managed systems support
POTS equipment setup
line loop detection
live chat help modules
copper pair repair
PBX hardware setup
digital workflow control
server uptime monitoring
help desk services
remote support services
technical assistance
traffic flow regulation
OS assistance services
multi-tier helpdesk
system troubleshooting
network traffic control
computing assistance
connectivity solutions
line filter replacement
network architecture
user support ticketing
call logging tools
incident logging system
wire conductor cleaning
remote IT support
IT support framework
user support coverage
telephone junction test
interconnection services
technical troubleshooting interface
enterprise network integration
technical incident resolution
issue resolution scripting
infrastructure surveillance
network integrity support
voice-grade telephone system mounting
centralized IT monitoring
system lifecycle administration
landline cabling integration
network ticketing response
infrastructure maintenance
computer utility coordination
help interface development
endpoint connectivity checks
general computing assistance
subscriber drop maintenance
end-to-end system services
TDM exchange unit installation
support team coordination
on-premise system support
infrastructure troubleshooting
virtual network assistance
technical support channels
IT performance supervision
client/server connection help
multilingual help features
secure communication infrastructure
service desk implementation
data transmission support
network configuration management
wireless network deployment
computer asset management
remote diagnostics services
issue resolution workflow
digital service provisioning
station line troubleshooting
managed support frameworks
real-time user assistance
landline network device fitting
fixed-line network device integration
enterprise network troubleshooting
software maintenance workflows
infrastructure lifecycle control
telephony line terminal fitting
integrated system operations
reactive and proactive IT services
patch application support
hardware lifecycle tracking
integrated tech solutions
technology operations assistance
subscriber line maintenance
Tender Lot Details & Award Criteria
1 Tender Lots
Workflows
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