TOR for Outsourcing IT Services at Secours Islamique France (SIF)

Scope of Services

The outsourced IT services will cover the following areas:

Network Services:

• Management of local area networks (LAN), wide area networks (WAN), and remote access configurations.
• Monitoring network performance, bandwidth, and availability.
• Troubleshooting and resolving network issues (e.g., connectivity, firewall management).
• Ensuring appropriate network security measures (VPNs, encryption, etc.).

User Support:

• Providing first- and second-line support for users in all three office locations.
• Helpdesk services (remote or on-site as necessary).
• Resolving issues related to operating systems, applications, and user devices.
• User account management and access rights administration.
• Training for users on basic IT functions, tools, and security practices.

Hardware Installation and Support:

• Installation, configuration, and maintenance of workstations, laptops, printers, and other necessary hardware devices.
• Hardware upgrades and replacements as needed.
• Ensuring proper inventory management and warranty tracking.

Cybersecurity:

• Ensuring that firewalls, anti-virus software, and other security measures are in place and up to date.
• Conducting regular security audits and vulnerability assessments.
• Implementing backup and disaster recovery plans.

Geographical Locations

The IT services will be provided across three geographical locations:

• Location 1: [Nairobi/Kenya/Kilimani Area]
• Location 2: [Marsabit/Kenya/Off rd Postal Office]
• Location 3: [Kismayo/Somalia/Allanley Village]

Remote support is expected for all locations, with the possibility of on-site support as needed.

Deliverables

The following deliverables are expected from the service provider:

• Incident and problem management logs.
• Network performance and uptime reports.
• Documentation of all hardware installations and configurations.
• Regular software and hardware updates.

Service Level Agreements (SLAs)

The service provider is required to meet the following SLAs:

• Network Downtime: Minimal network downtime with prior communication.
• User Support Response Times:
• Priority 1 (Critical): 1 hour response time.
• Priority 2 (Major): 2-hour response time.
• Priority 3 (Minor): 3 hours response time.
• Hardware Installation: Hardware installations to be completed within 1 business days.
• Security Monitoring: Continuous monitoring of security systems with incident reporting