Invitation To Quote- Ref: (201612/cilb0003). Service Agreement: It Maintenance And Support For Care International Offices In Lebanon

Subject: Invitation to quote- Ref: (201612/CILB0003). Service Agreement: IT maintenance and Support forCARE International offices in Lebanon CARE International in Lebanon is an INGO based in Furn El Chebbak, Beirut. CARE is one of the world’s largest humanitarian organizations fighting global poverty, working in more than 70 countries around the world. With more than 65 years of experience and long-term presence in many of the world’s poorest and most vulnerable countries. CARE first established a mission in Lebanon in 2006 and in April 2013 further enhanced its presence in Lebanon in order to address needs of the refugee population and host communities due to the current situation. Currently, CARE International t - Lebanon operates from two offices located in Beirut and one office in Tripoli. During the upcoming year, from September 2016 till August 2017, CARE International in Lebanon estimates a total of 46 operating employees. CARE International – Lebanon is looking to hire a service provider to provide hardware maintenance of all Personal Computers, Servers, and Networking (LAN) system for a period of 12 months. CARE International Office in Beirut is seeking for a quotation for: IT Maintenance and Support for CARE International offices in Lebanon A. On-call maintenance service (Remote Support) - Monday through Friday from 8:00am till 5:30pm: The service provider will try to solve any hardware and hardware related software problem support over the phone first and if not solved, will respond (visit) to the site within 1 hour unless any unusual events occur. 2. Depending on the nature of the problem, if faulty equipment should be brought to service provider office for further/thorough diagnosis and repair, in such cases, it will be the responsibility of the service provider to arrange for necessary transportation. B. Servicing: Regular preventive maintenance visits every month shall be specified, to cover regular maintenance for all devices in Care International in Lebanon. That will include: Cleaning computers and printers from dust every six months, this procedure will increase computers life. Cleaning systems registry to keep systems performance and speed normal. Repair windows system files; this procedure is necessary some times to recover missed system files caused by cleaning system from viruses for example. Keep windows up to date. By download and install windows update from internet. Delete temporary system files, temporary internet files, CHK files and prefetch files, to keep system healthy and increase Disks space. Scan system Hard Disks and fixing logical bad sector if founded and make sure there is no physical Bad sector. Defrag systems to make systems fast. Uninstall unneeded programs, like toolbar, games, and screen saver …ext. to keep system stable. Viruses and spy ware checks by using Anti-Virus. Installation and configuration of new hardware. Installation and configuration of new staff laptops and email address. Maintain CARE International in Lebanon server Check network and internet connectivity. C. One senior technical IT administrator to serve all care offices in Lebanon (Two offices located in Beirut area and one office in Tripoli), to: Check hardware and execute upgrades, scans, software resolutions, etc. as needed. Implement any changes and developments requested by the Care International administration. Problems solution for individual employee desktop & laptops and any related problems. Other IT related tasks as needed. The IT administrator will be required to spend at least 15 hours weekly at CARE offices to take care of all office needs. The vendors should specify the hourly rate for any additional hours worked from CIL office. Noting that the 15 visit hours do not include remote assistance which is considered as part of the contract and its fixed fees. Any additional hours will be calculated on a monthly basis and not a weekly basis. That is, for a 4 weeks month, if the vendor works more than 72 hours, the additional hourly rates will apply. If a contractor worked less than 15 hours on a certain week, then, if approved by CIL, the contractor will be allowed to compensate the remaining hours during other weeks within the same month. • The service provider responsibility: Maintain hardware problems for servers, computers, and laptops. Maintain software problems for servers, computers and laptops – problems related with operating system and ready applications like Microsoft products. Backup system, in-site and off-site strategy. System security. Internet connectivity. Network problems. Emails installation and problems. Antivirus. Connection between care offices (Site-To-Site VPN Connection). Printer’s problems. File system publishing and managing. Keep working with CARE France IT Managers- to configure care CARE International in Lebanon system to be consistent with CARE International system. Serve as focal point person with CARE France on technical issues. Set advices related to care hardware requirements. Provide support to marinating CARE International in Lebanon Keep care CARE in Lebanon up to date with new technology. Manage security and camera system. Install, manage, and control of IP telephony system in HQ office. Publish and manage cloud data system for all care employee. Provide recommendations for the purchase of any spare parts and others Software (Anti-virus, Operating System& MS Office etc.) used during the maintenance. Check and process old and obsolete IT equipment for smooth disposal. Advise on possible reuse of spare/discarded equipment. Maintain warranty of IT equipment purchased by CARE International in Lebanon and warranty coverage. Maintain liaison with vendors to ensure proper and timely warranty claims Help with the preparation of IT Department budget. Provide technical specification and Advise on procurement of IT equipment and quality check. Receive and respond to support requests according to helpdesk procedures. Provide support to various departments of CARE International in Lebanon including Monitoring & Evaluation Unit, Finance, and other departments. As a mitigation measure against conflict of interest, the awarded IT consultant is not allowed to offer CIL hardware goods and equipment as long as the contract is valid. The IT consultant will provide guidance to CIL as to the required goods specification and evaluation of technical factors of the IT related bids. Other IT related responsibilities as to be assigned by CARE International in Lebanon Deputy Country Director or his representative. Coordinate with: All Care International in Lebanon users and projects, vendors and service provider and Field Office staff. Supervision: The service provider shall work closely with CARE International in Lebanon Deputy Country Director and Administration Manager. Period of Performance: One year contract from January 15, 2017 till January 14, 2018. Financial offer guidance: Please submit a price quotation based on a fixed monthly fee and hourly rates for the additional hours if the service provider visited CIL more than 15 hours per week. VAT should be quoted on a separate row and then included in the final price. Technical proposals shall include the following contents 1. Technical Approach - Description of the proposed services which meets or exceeds the stated technical specifications. The proposal must demonstrate how the Offeror plans to complete the work and describe an approach that demonstrates the achievement of timely and acceptable delivery of services. 2. Management approach – Description of the Offeror’s staff assigned to the project. The proposal should describe how the proposed team members have the necessary experience and capabilities to carry out the Technical Approach. Please include: Names, role, resume, and employment status of Lebanese key personnel implementing the scope of work under this RFQ. 3. Past Performance –Provide a list of at least three (3) recent awards of similar scope and duration. The information shall be supplied as a table, and shall include the legal name and address of the organization for which services were performed, a description of work performed, the duration of the work and the value of the contract, description of any problems encountered and how it was resolved, and a current contact phone number of a responsible and knowledgeable representative of the organization. Please submit your quotation for this job in a sealed envelope marked: Bid – (BEI-610) with the title: (Service Provider: IT maintenance and Support for CARE International offices in Lebanon); Att. Procurement Department Care International in Lebanon Furn El Chebbak – Sami El-Solh Street Serhal building – 4th Floor, Beirut Phone +961 1 381 775 The dead linefor submitting the offer is (Wednesday December 28, 2016), the latest submission at 14:00hrs The offer is accepted to be written in English or Arabic. Minimum information to provide on your quotation: Name, address, phone and contact person Delivery time and place Total price including 10% VAT Discount offered Validity of the quotation (Minimum 1 month) Defects liability and guarantee period. Please indicate current availability of all items Thank you for your cooperation. If you require further details or questions please contact us at: +961 1 381775 and procurement@careliban.org Yours faithfully RFQ: 201612CILB0003 Bid – (BEI-610) with the title: (Service Provider: IT maintenance and Support for CARE International offices in Lebanon); Compiled List of Questions and Answers Q1- As per the paragraph below, do you mean that if the vendor works 72 hours per month, the additional hours will not be paid, except he exceeded the 72 hours per month?. The IT administrator will be required to spend at least 15 hours weekly at CARE offices to take care of all office needs. The vendors should specify the hourly rate for any additional hours worked from CIL office. Noting that the 15 visit hours do not include remote assistance which is considered as part of the contract and its fixed fees. Any additional hours will be calculated on a monthly basis and not a weekly basis. That is, for a 4 weeks month, if the vendor works more than 72 hours, the additional hourly rates will apply. If a contractor worked less than 15 hours on a certain week, then, if approved by CIL, the contractor will be allowed to compensate the remaining hours during other weeks within the same month. A1- yes Q2 - Do you want the senior IT administrator to spend 15 hours per week at your offices regardless the call for support? or do you want the senior IT administrator to support you (after a call or IT ticket) for at least 15 hours per week? A2- The IT administrator is required to spend at least 15 hours per week at CIL offices regardless the call for support Q3- You mentioned you need the senior IT administrator at sites (Beirut, Tripoli) for at least 15 hours per week, according to your work flow, what is the estimate support hours per week that you are looking for? A3- Estimated support hours per week is between 15 and 18 hours Q4- What is the backup system that you have in place? and what is the server provider’s responsibility concerning backup? A4- on external hard disk that will be backed up by the service provider Q5- Is it possible to have remote desktop connection when supporting employees? (taking into consideration: that the service provider will implement this solution at no cost and will remove it during the liability period) A5- This option would be discussed during negotiations As a reminder, Please submit your quotation for this job in a sealed envelope marked: Bid – (BEI-610) with the title: (Service Provider: IT maintenance and Support for CARE International offices in Lebanon); Att. Procurement Department Care International in Lebanon Furn El Chebbak – Sami El-Solh Street Serhal building – 4th Floor, Beirut Phone +961 1 381 775 The dead line for submitting the offer is (Wednesday December 28, 2016), the latest submission at 14:00hrs The offer is accepted to be written in English or Arabic. Thank you Procurement Team