IT Maintenance Service Framework Agreement LBBT00938 Lebanon Mission

Context

Presented in Lebanon since 2006, Action Against Hunger implements programs of Nutrition Health, Food Security and Livelihoods, Water, Hygiene and Sanitation, Advocacy and Gender equality. These activities are carried out in the regions of Beirut, Tyre and Zahle.

As part of the improvement of the living and working conditions of Action Against Hunger national staff, international staff, and workmen in Lebanon, the mission is looking for IT expertise (Service Provider or individual) to provide IT technical support.

Therefore, Action Against Hunger seeks the services of a reputable Service Provider or individual who has IT experience in troubleshooting, managing networks, installing and setup software and maintaining hardware.

General Objective

The objective is the IT expertise to provide technical support and to minimize downtime and ensure that the IT equipment and systems are running at optimal performance which are accurate and meet the standard policies and required capacity of Action Against Hunger Lebanon.

Specific Objectives

1. Provide IT support to all ACF offices in Lebanon when needed.
2. Ensure that the organization infrastructure is operating at maximum efficiency, with minimal downtime and disruptions.
3. Filling the gap in absence of IT focal point in ACF offices.
4. Provide rapid resolution of IT issues, with short response times for support requests and fast resolution of problems.
5. Provide cost effective IT support.
6. Being available on-call or on-site within the agreed timeframe in case of emergency issues.
7. Keeping the IT equipment and systems in compliance with the relevant industry standards and regulations.

Administration & Support

The Service Provider should be able to provide technical support during working hours. Modes of communication can be by TeamViewer, Teams, phone, skype and email. On-site support is required for emergency IT issues.

• This is not an exhaustive list, and the specific tasks performed by the service provider will depend on the needs of the organization: Network maintenance and troubleshooting (LAN & WAN)
• Installation of network devices
• Configuring Access points (Unifi)
• Configuring firewall
• Configuring Printers and Scanners
• Installing ACF Windows image
• Setting up laptops according to ACF standards and procedures
• Providing support for the staff

In case of unregistered service provider, the invoices will be subject to deductions of the relevant taxes.

Eligibility criteria 

To be eligible to participate in the procurement process, a Service Provider must: 

1. The Service Provider should have a proven track record of providing high-quality IT consulting services to clients in their industry.
2. The Service Provider should have a team of experienced and qualified IT consultants who possess the necessary skills and expertise to provide the services required by the client.
3. The Service Provider should have a solid reputation and positive references from clients.
4. The Service Provider should have a clear understanding of the client's specific needs and objectives and be able to provide a detailed proposal outlining how they plan to meet those needs.
5. The Service Provider should have the ability to work in a compliant manner with the client's industry regulations and standards.
6. The Service Provider should have the ability to work with the client's existing systems and infrastructure to minimize disruptions to their operations during the consulting process.

Confidentiality

1. Implement appropriate security measures to protect the client's confidential information from unauthorized access, use, or disclosure.
2. Limits the consultancy Service Provider's use of the organization confidential information to the specific purposes outlined in the contract.
3. The consultancy Service Provider returns or destroys all confidential information upon completion of the contract or upon the client's request.
4. To immediately notify the organization in the event of any unauthorized access, use or disclosure of the organization confidential information.
5. Maintain records of all accesses to the organization confidential information, and to make those records available to the client upon request.
6. Comply with all applicable laws and regulations related to data protection and privacy.

Submission of bids

Bids should submit the following documents by email to [email protected]  before 10^th of March  2023, before/at 3:00 PM (Beirut Time):

• A detailed proposal outlining the Service Provider's experience and capabilities in providing IT services in software, hardware, and networks.
• A detailed pricing breakdown for the services proposed. All summarized in a hourly rate that must include transportation.
• A schedule for delivery of the services.
• References for similar Services with NGO’s or UN agencies.
• Company registration documents and ID of the owner/Tax registration Certificate (VAT), MOF Registration (If applicable).  In case of individuals only ID to be submitted.
• Bank Details
• Annex A- Questionnaire should be filled signed and stamped along with the ToR (Questionnaire to be requested by e-mail [email protected]
• Offer validity (minimum 90 Days). However, the prices and conditions defined in the Framework Agreement signed with the selected supplier will be valid for one (1) year after signature.

Evaluation & Award

• The Framework will be awarded to the Service Provider that is determined to be the most responsive and responsible bidder, based on the evaluation criteria outlined in this TOR.
• Application will be evaluated based on the following criteria:
  • profile and experience of the Service Provider about the related subject (30%),
  • delivery time (20%)
  • financial offer (50%).
• The award will be subject to negotiation of final terms and conditions.

Performance Monitoring:

• The contracted Service Provider will be required to provide regular reports on IT support and maintenance they do in every visit, as well as on any issues or problems that arise during the maintenance process.
• The organization reserves the right to terminate the contract if the contracted Service Provider fails to meet the requirements outlined in this TOR.

General:

• Submission of a Bid shall be deemed as an acknowledgement by the Bidder that all obligations stipulated by this ToR will be met and, unless specified otherwise, the Bidder has read, understood and agreed to all the instructions in this ToR
• -  Action Against Hunger is under no obligation to award a contract to any Bidder as a result of this Bid..
• - Action Against Hunger does not bind itself to award the bid to the lowest bid or any bid and reserves the right to accept the whole or part of the bid.