The BAI proposes to award a two-year contract for IT support services with an option to extend the contract by one additional year.
The BAI infrastructure is Cloud-based and is managed by a third party provider. No infrastructure support is required for the Cloud environment but the successful tenderer will be expected to liaise between the third party Cloud provider and the BAI. The successful tenderer will also be required to liaise with other third party providers, including suppliers of accounting software, CRM software, etc. when required.
One local server remains on site and, at the moment, is used primarily as a print server, backup domain controller and for a legacy database application. The successful tenderer will be expected to provide support for the local server as well as for connectivity (via broadband fibre and the Government Network), network switches, web filtering, malware protection, etc.. Web filtering and malware protection is handled by an on-site Palo Alto device. The successful tenderer will also be expected, when required, to liaise with the BAI’s off-site data backup provider for the local server only.
The successful tenderer will be required to provide some support for end-users, e.g., for pc or printer performance issues. This will primarily be phone support but on-site support will be required if needed. Minor IT issues such as user set-up and password changes will be handled by BAI staff. Ad hoc ICT support may also be required from time to time.
It is expected that the amount of support required will be no more than 15 hours per month.
Tenderers are asked to quote on the basis of an hourly rate for technical support, providing rates for phone / remote support and on-site support. Tenderers are also asked to quote a per hour rate for ad hoc ICT advice.