EXPRESSION OF INTEREST

Terms of Reference (ToR)

Annual Maintenance Contract- IT

1.   Background

CBM is an international development organisation, committed to improving the quality of life of people with disabilities in the poorest communities of the world irrespective of race, gender or religious belief. CBM has been working in Nepal since 1982. Our work in Nepal spans across 36 districts and based on a programmatic approach to ensure rehabilitation and inclusive development of persons with disabilities.

Based on its core values and over 100 years of professional expertise, CBM addresses poverty both as a cause and as a consequence of disability, and works in partnership with local and national civil society organisations to create an inclusive society for all.

2.   Objective of the assignment

The objective is to acquire services from an external consultancy who will provide annual Maintenance service for IT Equipment’s.

Provide dedicated time of 1 day/week to perform activities as per the “Scope of Work”.

3.   Scope of work

• Install, configure and administrate hardware and software (client/server systems, network components, backup systems, computers, printers, and accessories and mobile phones) as laid down by CBM standards and guidelines.
• Perform all required servicing and maintenance of IT equipment like photocopy, printers, ePABX, UPS, biometric attendance system as per available inventory.
• Perform routine check-up on monthly basis. Routine check-up as laid down in the annex I, with detailed work done and extract of the resolved tickets (cases) should be presented.
• Provide monthly maintenance log report to authorize officially to CBM.
• Assist logistics team with onsite & offsite equipment set up.
• Provide day-to-day technical support and trouble-shooting to all users upon request. Provide all the services related to hardware, software and network related problems.
• Register defects and failures within the IT system, analysis of problems, solving such problems and the respective documentation.
• Provide one personnel for single point of contact for any escalation of service calls and contact details along with hot-line support numbers.
• All the service calls should be attended as described in chapter “other requirements”.
• Any delay of the resolution time laid down in chapter “other requirements” due to any unavoidable circumstances like spares unavailability etc., should be reported to CBM immediately along with technical report and clarifications.
• Working with central CBM-Global IT teams for all maintenance or expansion matter.

4.   Deliverables

i.  Provide quality IT services.

ii.  Provide delivery of services within reasonable timeframe as and when required.

iii. Normal Troubleshoot;

iv.  New Laptop Configuration and set up in coordination with Regional Office;

v.  Network Troubleshoot;

vi. Server Issue Monitoring;

5.   Timeline for the assignment

After an evaluation period of 3 months the contract will run for a period of one year with CBM.

6.    Firm specification

Firm should have the experience providing technical support on IT software’s and hardware’s. Preference will be given to the firm who have the prior experience.

The selected firm shall manage the assessment and be accountable for the timely delivery of the expected quality outputs.

7.  Application

Interested service provider (individual/firm) are requested to send their quotations as per the detail Scope of Work by 23 January 2021 to the following email: info.nepal@cbm.org , clearly mentioning the subject line “EOI for Annual Maintenance Contract (AMC)”. Please note that applications are accepted on a rolling basis.

A list of three reference companies would be a benefit. Please also submit the vendor registration form along with all the documents stated in the form.

A list of three reference companies would be a benefit. Please also submit the vendor registration form along with all the documents stated in the form.