Request for Quotation for Appointment of a Service Provider to Provide Software System Support and Maintanance Services for Sage Evolution for a Period of Eighteen 18 Months

ADM/2025/010

2025-10-17 09:00

Tender Closed on: 2025-10-28 11:00

Computer Software Supply and License Management, ICT Hardware, Software And Network Support Services, Information and Communications Technology

Centurion, Gauteng, Pretoria

Private Security Industry Regulatory Authority

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Private Security Industry Regulatory Authority Tenders

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Tender Number: ADM/2025/010
Department: Private Security Industry Regulatory Authority
Tender Type: Request for Quotation
Province: Gauteng
Closing Date: Tuesday, 28 October 2025 - 11:00
Place where goods, works or services are required: 420 WHITCH HAZEL AVENUE, HIGHVELD ,CENTURION - CENTURION - Pretoria - 0183
Special Conditions: NO LATE BIDS WILL BE ACCEPTED NO EMAILED PROPOSALS WILL BE ACCEOTED
ENQUIRIES:
Contact Person: Thabo Tshounyane
Email: [email protected]
Telephone number: 012-003-0487
FAX Number: N/A
BRIEFING SESSION:
Is there a briefing session?: Yes Is it compulsory? Yes
Briefing Date and Time: Friday, 17 October 2025 - 09:00
Briefing Venue: VIRTUAL

This tender is also available from www.etenders.gov.za


Tender Summary

Objectives

The primary objective of this tender is to appoint a qualified and accredited Sage Service Provider to deliver end-to-end support and maintenance services for the Sage Evolution software system used by PSiRA. This includes providing system upgrades, training, customization, and ensuring the software functions effectively over an 18-month period.

Scope

The scope encompasses:

  • Support and maintenance of the Sage Evolution system, including break-fix services, ad-hoc support, and health checks.
  • Implementation of software enhancements, upgrades, and security patches as released by Sage.
  • Support for system reporting, documentation updates, and facilitation of license renewals.
  • Diagnosis and resolution of operational errors and functional issues, remotely or onsite.
  • Training users and administrators, providing manuals and system change updates.
  • Recommending new modules or products to improve system efficiency.

Technical Requirements

The technical requirements include:

  • Provision of support services aligned with specified response times:
    • 1-hour response for incidents
    • 4-hour resolution for Priority Level 1 incidents
    • 8-hour resolution for Priority Level 2 incidents
    • Scheduled resolution for Priority Level 3 incidents
  • Installation of software upgrades and security patches in consultation with management.
  • Remote and onsite support capabilities.
  • Generation of reports, including BIC reports, for effective reporting and analysis.
  • Adherence to Service Level Agreements (SLAs) with 100% compliance.

Skills Requirements

The skills and personnel requirements include:

  • Provision of three qualified project team members, including:
    • One project manager with at least 5 years of Sage Evolution support experience and a 3-year IT qualification.
    • Two support team members with at least 3 years of experience and relevant IT qualifications.
  • Demonstrated experience supporting and maintaining Sage Evolution, evidenced by at least three references from the past five years.
  • Valid partnership certification with Sage (SAGE partnership level: Platinum, Gold, Silver, or Bronze).
  • Ability to provide remote support, training, and documentation updates.
  • Capacity to meet the specified response times and SLA targets.
This summary is AI generated. Download the tender documents for all the information.

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