Internet Service Provider - Framework agreement 2026

Nusaned is a non-governmental organization providing humanitarian and development support across Lebanon. Reliable and secure internet connectivity is critical for communication, coordination, reporting, and access to digital platforms required for administrative and programmatic activities.

1. Scope of Services

The framework agreement will cover the provision of internet and connectivity services, including but not limited to: • Dedicated and shared internet connections (fiber, DSL, wireless, or satellite where applicable) • Bandwidth packages suitable for offices and field locations • Installation, configuration, and commissioning of internet services • Provision of required equipment (routers, modems, antennas) where applicable • Network monitoring and technical support • Service upgrades, downgrades, or relocations upon request

Key Requirements: • Services must comply with Lebanese telecommunications regulations • Providers must ensure stable connectivity with minimal downtime • Clearly defined bandwidth, contention ratios, and service limitations • Guaranteed service availability and uptime targets • Provision of Service Level Agreements (SLAs) • Ability to serve both urban and remote field locations • Unit pricing per site, bandwidth tier, or service type

2. Service Provider Qualifications

Service Providers must demonstrate: • Minimum 3 years of experience providing internet services in Lebanon • Valid ISP license or authorization from relevant Lebanese authorities • Proven capacity to deliver services to multiple locations nationwide • Availability of technical support and maintenance teams • References from at least two clients (NGOs, companies, or similar organizations) • Legal registration and compliance with Lebanese commercial regulations

3. Submission Requirements

3.1 Technical Offer

• Company profile and relevant experience • Description of proposed internet services and technologies • Network coverage map and service availability • Service Level Agreement (SLA), including uptime, response, and resolution times • Installation timelines and technical support arrangements • Past experience and references

3.2 Financial Offer

• Pricing per bandwidth package, connection type, or site • Installation and equipment costs (if applicable) • Monthly recurring costs and any additional fees • Price validity for at least 12 months • Taxes clearly indicated

3.3 Administrative Documents

• Company registration and commercial license • ISP license or authorization • VAT certificate (if applicable) • Authorized signatory identification • References from previous similar contracts

3.4 Ethical & Compliance Declaration

• Adherence to anti-fraud, anti-corruption, labor, and data protection standards

4. Service Delivery Terms

• Installation and activation within the agreed timeframe per Purchase Order • Continuous service provision throughout the contract duration • 24/7 technical support or clearly defined support hours • Prompt resolution of service outages as per SLA • Replacement or repair of faulty equipment at no additional cost (where applicable)

5. Evaluation Criteria

Criteria

Weight

Technical compliance & service quality

40%

Financial competitiveness

40%

Coverage & service reliability

10%

Past performance & references

10%

Notes: • Technical compliance is mandatory; non-compliant proposals will be disqualified. • Additional scoring may be given for: o Higher uptime guarantees o Faster response and resolution times o Ability to serve remote or hard-to-reach locations

6. Framework Agreement Conditions

• Duration: 12 months (2026) • No guaranteed minimum service volumes or locations • Services will be requested on demand through Purchase Orders • Prices fixed for the duration of the agreement unless otherwise agreed in writing • Provider must maintain service continuity and agreed performance levels

7. Ethical & Data Protection Requirements

Service Providers must: • Comply with anti-fraud, anti-corruption, labor, and data protection standards • Ensure confidentiality and security of Nusaned data and communications • Comply with Lebanese telecommunications, safety, and data protection regulations • Notify Nusaned promptly of any security incidents or service disruptions