Objectives

The primary objective of this tender is to appoint a qualified service provider to deliver end-to-end ICT Managed Services for a period of 36 months. The goal is to ensure secure, reliable, and compliant ICT operations that support business continuity, digital transformation, and regulatory obligations. The services aim to enhance cybersecurity, maintain high infrastructure availability, enable secure communication, and support disaster recovery and business resilience.

Scope

The scope of work includes:

• Management and maintenance of LAN infrastructure, including HP (Aruba) network equipment and wireless access points.
• Provision and management of Mimecast licensing and services such as ATP, email continuity, archiving, and Data Loss Prevention (DLP).
• Implementation and support of a cloud-based enterprise telephony solution, including number porting.
• Provision, implementation, and ongoing support of domain, DNS, website hosting, and renewal services, with minimal disruption.
• Provision of a fully managed cybersecurity service, including threat management and proactive monitoring.
• Support for secure communication and collaboration tools.
• Ensuring compliance with POPIA, King IV, ICT governance frameworks, and supporting business continuity and disaster recovery plans.

Technical Requirements

The technical requirements specify that the service provider must:

• Manage and maintain LAN infrastructure and wireless access points.
• Provide a fully managed cybersecurity service, including threat detection and incident response times:
• Critical: within 1 hour
• High: within 4 hours
• Medium: within 8 hours
• Provision and support Mimecast services for email security, archiving, and data protection.
• Implement and support a cloud-based enterprise telephony system, including porting and extensions.
• Manage domain, DNS, and website hosting with minimal service disruption.
• Participate in governance and reporting, including participation in IT Steering Committees if required.
• Provide a detailed technical team organogram with key roles such as Technical Lead/SDM, Security Engineer, Network Engineer, and VOIP Engineer, with relevant certifications (e.g., CCNP, ITIL V4, NSE 5).

Skills Requirements

The bidder must demonstrate the capacity to deliver the scope through:

• A comprehensive team structure with clear reporting lines, governance, and escalation channels.
• Key personnel with industry-recognized certifications:
• Technical Lead/SDM: V4 foundation or equivalent
• Security Engineer
• Network Engineer: CCNP or equivalent
• VOIP Engineer: CCNP collaboration or equivalent
• Experience in HP/Aruba environment
• Provision of CVs for key team members using the provided template.
• Proven experience in ICT managed services, cybersecurity, network management, and enterprise telephony.
• Demonstrated capacity to meet incident response times and support requirements.
• Valid Microsoft partnership certification.

Summary

The successful bidder must possess the technical expertise, capacity, and resources to deliver comprehensive ICT managed services, including network management, cybersecurity, email security, telephony, and hosting, aligned with regulatory and governance standards. The skills and team structure must ensure high availability, security, and compliance over the 36-month contract period.