Terms of Reference (TOR) for Outsourcing IT Services Full Time NEW

1. Introduction

This document outlines the Terms of Reference for outsourcing IT services with a focus on network management, user support, and general IT installations across three offices located in different geographical areas, serving up to 45 users in total.

• Organizational Profile

Secours Islamique France (SIF) is an international Non-Governmental Organization that has been working in France and around the world for over 30 years, acting wherever there are humanitarian and social needs to be addressed. SIF believes in a more just and caring world where the basic needs of vulnerable people are met. SIF is committed to reducing poverty and vulnerability across the world, without proselytizing or discriminating. It implements emergency relief, development programs and advocacy programs. In Kenya and Somalia, SIF started its operations in 2014 through interventions on supporting vulnerable communities on thematic areas such as Child Well-being Sponsorship Program, Food Security and Livelihoods; and Water, Sanitation and Hygiene (WASH)

2. Objectives

The primary objective is to ensure the smooth and uninterrupted operation of SIF infrastructure by outsourcing IT services. The specific goals include:

• Managing and maintaining the network infrastructure across the three locations.
• Providing user support and troubleshooting for IT-related issues.
• Installing and configuring hardware devices.
• Ensuring cybersecurity and data protection protocols are followed.

3. 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.

4. 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.

5. 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.

6. 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.

7. Duration of the Contract

This outsourcing agreement will begin on 1st April 2025 and will end on 31st December 2025, with an option to renew upon mutual agreement. A performance review will be conducted every year.

8. Roles and Responsibilities

• SIF:
  • Provide necessary access to physical locations, systems, and hardware.
  • Ensure that staff are available for training and support as needed.
  • Provide clear communication regarding IT needs and issues.
  • Communications regarding IT will be directly handled by the Logistics Department
• The Service Provider:
  • Deliver IT services according to the scope outlined in this TOR.
  • Provide trained personnel for on-site and remote support.
  • Maintain appropriate certifications and knowledge of industry best practices.
  • Ensuring compliance with relevant IT regulations and standards in Kenya & Somalia

9. Payment Terms

Payment for services will be structured as follows:

• Monthly payment based on agreed-upon rates.
• Any additional costs incurred for hardware, software purchase will be billed separately with prior approval.
• At least 3 days per week on site and remote support for 2 days.

10. Confidentiality and Data Protection

The service provider agrees to:

• Maintain confidentiality regarding all proprietary and sensitive information.
• Adhere to data protection regulations and ensure that Organization data is always secure.
• Ensure that backups of all critical data are maintained regularly.

11. Termination and Exit Strategy

Either party may terminate the agreement with 1 months’ notice. The following steps will be followed upon termination:

• Transfer of all relevant documents, data, and passwords to SIF.
• Transition plan for any ongoing projects or services.

12. Evaluation Criteria:

• Cost Efficiency
• Service Level Agreements
• Expertise and Technical Competency
• Security and Data Privacy
• Experience and Reputation
• Scalability and Flexibility
• Risk management and compliance13. Ethics and professional practice
• Comply and promote SIF’s Policies including but not limited to Child Safeguarding Policy, Code of Conduct, Whistle Blowing, and Anti-Fraud/Anti-Corruption.
• Report to your line manager any discrepancies in SIF’s policies among the team or partners.
• Always maintain confidentiality about SIF data and information.14. Child safeguarding Policy

  “SIF commits to respect the “Do no harm” humanitarian principle and ensure child safety is paramount in all its activities. SIF implements a Child Safeguarding Policy (CSP) at head office and for every mission. Therefore, we implement all necessary measures to ensure that only those who are suitable to collaborate with vulnerable people, with children, join our organization. This position is subject to criminal records disclosure and reference checks. We have zero tolerance for harmful practices and will take any allegation or report of child abuse very seriously.”

Tagged as: Kenya, Secours Islamique France