Objectives

The primary objective is to appoint a qualified service provider to maintain, support, and manage the existing Avaya telephone and telephony management system at the Pretoria and Kirstenbosch National Botanical Gardens. The appointment aims to ensure uninterrupted operational functionality, resolve technical faults efficiently, manage annual license renewals, and address regulatory compliance without replacing the current infrastructure.

Scope of Work

• Maintenance & Support: Comprehensive upkeep of the Avaya system, including software updates, bi-annual patching, and end-of-life lifecycle management.
• Reporting & Monitoring: Monthly system health checks, alarm monitoring, usage analytics, and call cost reporting.
• Fault Resolution: Timely resolution of logged incidents according to defined Service Level Agreements (SLAs).
• Compliance & Integration: Alignment with SANBI’s existing ICT and networking architecture standards, plus advisory services on technology upgrades.
• Licensing: Management and renewal of annual telephony software licenses.

Technical Requirements

• SLA Compliance: Eight-by-five-by-four (8x5x4) support for software incidents and eight-by-five by next business day (8x5xNBD) for hardware replacement.
• System Capabilities: Access to a centralized managed support console, 24/7 technical support availability, and proficiency in both on-premise and cloud deployment models.
• Proposal Documentation: Detailed technical response covering implementation methodology, project milestones, deliverables, risk mitigation strategies, quality assurance protocols, and integration plans with SANBI’s network.
• Mandatory Certifications: Valid COIDA clearance, B-BBEE status verification, tax compliance documentation, and at least three verifiable client references for similar Avaya maintenance projects completed within the past five years.

Skills Requirements

• Avaya Expertise: Demonstrated hands-on experience in deploying, configuring, and managing Avaya telephony and management systems.
• Personnel Competency: Assigned technical staff must possess verified qualifications and practical skills relevant to enterprise-grade VoIP and telephony infrastructure.
• Proven Track Record: Evidence of successfully delivering comparable maintenance contracts to institutional or corporate clients over the last five years.
• Evaluation Threshold: Proposals are scored on technical merit (40%), personnel skills and experience (40%), and historical performance (20%). A minimum functionality score of 70 out of 100 is required to advance to the financial evaluation stage.

Explanation of Key Terms

• SLA Notation (8x5x4 / 8x5xNBD): Standard industry abbreviations defining support windows. “8x5x4” means eight hours per day, five days per week, with a four-hour response or resolution target. “8x5xNBD” follows the same schedule but guarantees hardware replacement by the next business day.
• 80/20 Preference Point System: A public procurement scoring model where 80 points are allocated to competitive pricing and 20 points to transformation goals, specifically rewarding companies with 100% black, female, or disabled ownership based on verified percentage thresholds.
• COIDA & CSD: COIDA refers to the Compensation for Occupational Injuries and Diseases Act, mandating employer registration for employee injury coverage. CSD stands for the Central Supplier Database, the official government registry used to verify supplier compliance and B-BBEE claims.