Request for proposals – IT services

About ACAPS ACAPS believes that evidence must be at the heart of humanitarian action and together with our partners we turn data into decisions that truly matter. We cut through the noise and make sense out of chaos. We analyse complex data and provide clear insights so that decision-makers can take the best possible course of action. We do this by:

Autres informations

Providing independent analysis that helps humanitarians make informed choices. Deploying experts to support assessments and analysis in crisis. Driving innovation to collect better, faster, and more reliable data. ACAPS is organised mostly remotely with 75 people in 10+ countries across the globe. Our main hubs are in Nairobi, Amman and The Hague. Requested services We are looking for a Managed Service Provider (MSP) to complement our internal IT function. The MSP will deliver services related to the management of our IT infrastructure, cybersecurity, Microsoft 365 and remote technical support. The successful service provider will deliver the following services: Infrastructure Support Monitor, maintain, and support network infrastructure, servers, storage, backup solutions, firewalls, VPN, wireless infrastructure, and virtualisation platforms. Perform preventive maintenance, security patching, firmware upgrades, and health monitoring. Support disaster recovery activities, infrastructure upgrades, and business continuity initiatives. Maintain technical documentation and provide capacity planning and lifecycle recommendations. Security Operations Centre (SOC) as a Service Provide continuous monitoring of endpoints, Microsoft 365 services, and supporting infrastructure. Detect, investigate, and respond to security incidents and threats. Provide incident response guidance and remediation recommendations. Deliver regular security reports with findings and recommendations. Remote Technical Support Provide remote support for end users. Troubleshoot Microsoft 365 applications, Windows devices, connectivity, VPN, printers, and approved software. Manage incidents through to resolution while providing regular updates. Microsoft 365 Support Provide Level 2 & 3 support for Microsoft 365 services, including Exchange Online, Purview, SharePoint Online, Microsoft Teams, OneDrive, Microsoft Entra ID, and Microsoft Intune. Troubleshoot complex issues escalated by the ACAPS team. Support tenant configuration, migration, service optimization, and major changes. Provide domain management Escalate product-related issues to Microsoft where required. Provide recommendations aligned with Microsoft best practices. Reporting & Documentation Provide monthly operational and cybersecurity reports. Provide Root Cause Analysis (RCA) reports for major incidents. Provide updated technical documentation following significant changes and incidents. Organise quarterly service review meetings. Minimum requested service levels Critical incidents (Complete service outage, security incident, or business-critical system unavailable) - 1 hour response, 8 hour resolution target. High priority incidents (Major service degradation affecting multiple users) - 4 hour response, 24-48 resolution target. Medium priority incidents (Service issue affecting individual users or non-critical systems) - 8 hour response, 3 business days resolution target. Low priority incidents (Service requests, advice, minor issues) - 1 day response, 3 business days resolution target. Standard support during ACAPS business hours (CET) and covering at least 4 working hours in our more remote time-zones (Colombia, Bangladesh). Emergency response possibility 24/7. 24/7 security monitoring. Division of Labour The division of labour between ACAPS and the MSP will be as follows: ACAPS Responsibilities ACAPS will be responsible for: Microsoft 365 user administration Licensing management SharePoint administration, with backup support from the Service Provider Teams administration, with backup support from the Service Provider Exchange Online administration, with backup support from the Service Provider Microsoft Intune administration, with backup support from the Service Provider Providing Level 1 support to end users Supporting incident response activities in coordination with the Service Provider Maintaining and updating documentation jointly with the Service Provider Participating in quarterly service reviews jointly with the Service Provider Service Provider Responsibilities The Service Provider will be responsible for: Providing backup support for SharePoint, Teams, Exchange Online, and Microsoft Intune administration Complex Microsoft 365 troubleshooting Security monitoring and Security Operations Centre (SOC) services Leading incident response activities, with support from ACAPS Providing Level 2 and Level 3 support Maintaining and updating documentation jointly with ACAPS Participating in quarterly service reviews jointly with ACAPS

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