Renew the License of the Technical Support Program and Add Licenses to Renewal ManageEngine

• Country: Jordan
• Summary: Renew the License of the Technical Support Program and Add Licenses to Renewal ManageEngine
• JOT Ref No: 62383269
• Deadline: 06 Feb 2022
• Financier: Self Financed
• Purchaser Ownership: Government
• Tender Value: Refer Document
• Notice Type: Tender
• Document Ref. No.: OP-22-018-A
• Purchaser's Detail:
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• Description:
• Request for proposals are invited for Renew the License of the Technical Support Program and Add Licenses to Renewal ManageEngine. RFP document Price: 25 JOD Start selling documents: 16/01/2022 End selling documents: 2/02/2022 Deadline for offers: 6/2/2022 ATG license Renewal ManageEngine ServiceDesk Plus Multi-Language Enterprise Edition 15 Technicians 1000 Nodes + add 5 new Technicians About Jordan Water Company (Miyahuna) Jordan Water Company - Miyahuna is a limited liability national company. Operating under a mandate agreement with Water Authority of Jordan. It started its operations from the beginning of 2007. The company is responsible for the management of water and sewage services in the Capital, Madaba, Zarqa, Balqa Governorates. Employing a staff of (2,500) employees responsible for the provision of water and sewage services to around (5) million citizens with about (840) thousand subscriptions. Purpose of the Tender  Miyahuna is seeking to renew AMS ( manual Maintenance and Support) license for the current system of Manage Engine Service desk Plus Enterprise Edition, increase the license (as described in this tender), and implementing/support services of the system as Miyahuna business need.  Functions as a single point of contact for all end-user related IT support, information, questions and requests making IT communication easier and less complicated. Scope  To reduce the number of calls to the help desk, end users should be provided with a set of common everyday knowledgebase solutions that they can easily reference  Automate ticket management to facilitate service requests, service-level agreements, and ticket prioritization in Miyahuna company  Automated management system that allows Miyahuna users to create tickets for service requests, and for IT staff to manage tickets and use them for records and workflows.  Integrate processes with other applications, email service, active directory and web-based. Terms and conditions Vendor shall comply with all terms and conditions listed below: The renewal period is one year till 24/1/2023  Vender shall be responsible for all needs to the program to be always in stable working condition. including (Incident management, Project Management, Self-service portal, Multi-site support, Asset management,Change Management, Problem Management, Contracts, …. etc)  Bidder shall present their reference for similar delivered and implemented products in region to at least 2 customers.  Vender is required to include Training details include at least 2 admin.  The Bidder must have at least Two Certified Engineers for ManageEngine ServiceDesk Plus  The Bidder should be Certified ManageEngine Partner  The Bidder must provide the needed support & enhancement  . It will be the bidder-s responsibility and on their own expenses to understand the site nature and environment and all requirements that are related to the tender or that may influence its pricing.  The bidder shall describe license methodology.  The bidder is required to include Service level agreement (SLA) in the proposal. The (SLA) include at least no more than 24 hours to respond, and within 4 hours for emergency matters, and a fine of 15 dinars will be imposed for each delay.  The bidder should specify the value of the maintenance contract in detail. A table attachment on the last page  The bidder shall be responsible for implementation, configuration, testing, acceptance for all system modules: (Incident management, Project Management, Self-service portal, Multi-site support, Asset management,Change Management, Problem Management, CMDB, Contracts, …. etc.)  Local support from certified partner for Manage Engine. [Disclaimer: The above text is machine translated. For accurate information kindly refer the original document.]
• Documents:

 Tender Notice