IT Maintenance Services

Tender for IT Maintenance Services for Baladi Group

Tender No.:2311/2024
Date: 23/11/2024

Issued by:
Baladi Group
10 Jisr El Nisf
Jerusalem
Email: [email protected]

Business Development Manager: Mustafa Abdul Shafi

1. Introduction

Baladi Group is inviting tenders for comprehensive IT maintenance services for a period of one year. The services required include, but are not limited to, technical support, software license renewals, hardware maintenance, and system audits. The successful bidder will ensure the smooth operation of the Group's IT infrastructure, including Microsoft licenses, phone directory systems, security cameras, servers, and periodic audits.

2. Scope of Work

The IT maintenance services should cover the following areas:

1. Microsoft Software License Renewal and Support

• License Fees: Provision of necessary Microsoft licenses, including Windows, Office Suite, Server Licenses, and any other Microsoft products used by the company.
• Software Updates and Patches: Regular updates, security patches, and support for all Microsoft software installed within the company.
• Support: Provide on-demand support for any Microsoft-related issues, troubleshooting, and user support.

1. Phone Directory System Maintenance

• System Maintenance: Regular checks, updates, and troubleshooting of the phone directory system to ensure seamless communication within the company.
• Support: Provide troubleshooting and emergency support for any phone directory-related issues.

1. Cameras & Surveillance Systems Maintenance

• Camera System Monitoring: Regular checks and maintenance of security cameras and surveillance equipment.
• Software Support: Ensure proper functioning of camera software and storage solutions.
• Repairs and Replacements: Address any malfunctioning cameras, storage units, or related components.

1. Server Support & Maintenance

• Server Health Checks: Regular maintenance and health checks of all servers including hardware inspections, software, and security updates.
• Backup and Recovery: Ensure regular backups and disaster recovery protocols are followed.
• Performance Monitoring: Monitor server performance and resolve issues such as performance bottlenecks.

1. IT Audits

• System Audits: Conduct quarterly IT system audits, reviewing software, hardware, and network infrastructure.
• Security Audits: Perform a thorough security audit to identify and address any potential vulnerabilities in the system.
• Compliance Audits: Ensure compliance with any relevant industry standards, regulations, or internal policies.

3. Tender Requirements

The successful bidder will be required to:

• Provide a detailed work plan that includes maintenance schedules, audit processes, and escalation procedures for issues.
• Supply qualified, experienced personnel for the maintenance and support of all IT systems.
• Provide 24/7 emergency support for critical issues that impact the operation of the Group’s IT infrastructure.
• Maintain all necessary software licenses and document the processes related to licensing and software management.

4. Submission Details
5. Technical Proposal

• Overview of your company’s capabilities in IT maintenance and support.
• Detailed description of your approach to each of the services listed in the scope.
• Experience in managing similar IT maintenance contracts.
• CVs of the personnel who will be assigned to the contract.
• Information on your service response times for both routine maintenance and emergency support.

1. Financial Proposal

A detailed breakdown of the annual cost for the following:

Any additional fees for emergency repairs, parts replacements, or on-demand support beyond the regular scope.

1. Other Requirements

• Proof of appropriate certifications and experience in providing IT maintenance.
• Evidence of insurance coverage for IT services.

5. Evaluation Criteria

The selection of the successful bidder will be based on the following factors:

• Experience and expertise in providing IT maintenance services.
• Comprehensiveness of the service offering.
• Financial competitiveness.
• Support and response time.
• Quality of previous work or case studies.

6. Tender Submission Deadline

All tenders must be submitted by Dec 10th 2024. Late submissions will not be considered.

7. Contact Information

For inquiries related to this tender, please contact:

Mustafa Abdul Shafi
Business Development Manager
Email: [email protected]

Baladi Group looks forward to receiving your tender submission and is committed to establishing a productive partnership for the maintenance and improvement of its IT infrastructure.