Terms of Reference

Terms of Reference
IT Support for UNAIDS Brazil Office
1
GENERAL INFORMATION:
1.1
Objectives of the TOR
The purpose of this TOR is specifically:
o
To recruit a company or individual to provide essential day to day IT support for the UNAIDS Office in Brasilia,
Brazil.
o
The required services will be performed at UNAIDS premises.
1.2
Background
UNAIDS office in Brasilia is located in a building independent from UNDP. Therefore, the office cannot depend on
the co-sponsors for required technical IT support for their day to day functioning.
The office is operating with core network devices (Juniper Firewall, Cisco switch, Polycom VC, Riverbed WAN
Accelerator, and Cisco IP phones) and a Netgear NAS appliance that provides network shares, data redundancy,
and weekly and monthly backups of all user’s data.
Currently 2 Dell workstations and 3 Dell Latitude laptops are installed using standard setup (image) with Windows 7
and Microsoft office 2010. Outlook 2010 is the email interface and users access UNAIDS Exchange server using
RPC over HTTP protocol. The Microsoft Exchange servers are located in Geneva Switzerland. Trendmicro is the
standard antivirus.
2
TERMS OF REFERENCE DETAILS
2.1
Activity Description
The company or individual is expected to support the UNAIDS office in performing the following tasks:

Twelve hours per week of on-site IT service during working hours from 8am to 5pm

Provide general IT support to the users mainly in Windows 7 and Microsoft Office 2010 applications; InDesign
and other design applications; DreamWeaver, Skype, Webex and other softwares

Proactively ensure that all workstations and laptops are maintained and have the latest security patch
installed and antivirus and antispyware up to date.

Setup and configure of new computers, laptops, printers, scanners and any other office equipment

Installation of UNAIDS standard software image on new computers and laptops

Re-imaging of computers and laptops with UNAIDS standard image when needed

Ensure that work documents backups are done monthly for all computers and laptops in the office for off-site
storage. Provide the backups in DVD format. Restore data to computers and laptops upon user’s requests.

Create and maintain user accounts and shared drives in the Windows Server. Make daily and monthly
backups of Windows Server in NAS server and store off-site (External HD).
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Uniting the world against AIDS

Assist the office in liaising with local vendors regarding technical matters.

Carry out preventive maintenance on computers, printers, and laptops (i.e. cleaning the keyboard, cleaning
the computers inside from dust, cleaning the printer, replacing printer toners, etc.)

Provide support to the development and maintenance of UNAIDS Brazil portal and additional hotsites (i.e.
www.unaids.org.br; www.protejaogol.org.br; www.zerodiscriminacao.org.br)

Maintain stocks of toners and equipment

Update contact list as required

Provide IT briefings and training in one to one or in groups of people, as required

Help in the proper operation of the Polycom Videoconference system. Troubleshoot issues with the VC
system as needed

Provide support and advice on telephone systems and the interaction with the main systems in UNDP

Provide emergency support in case of blackouts, system outages and problems related to extreme weather
conditions (e.g. heavy rain)
Most activities will be with close interaction with the Director in Brazil.
2.2
Profile of the Company or individual required:
 Extended knowledge of Microsoft Operating system
 Thorough practical knowledge in networking, PC repair, Printer repair, and good engineering skills
 Demonstrated ability to work with users of different backgrounds
 Knowledge of best practices and standards of UNAIDS IT requirements
3
3.1
RESPONSE FROM BIDDER
Bidding process
The proposal must be sent by 31st December 2014 at the latest and should be submitted electronically in Portuguese
to the following email address: [email protected]
UNAIDS may, at its discretion, extend the deadline for the submission of proposals or revise the terms of reference,
by issuing a modification to this solicitation.
UNAIDS may award one or more contracts resulting from this TOR to the responsible bidders(s) whose proposal(s)
conforming to this TOR offers the greatest value in terms of the selection criteria. UNAIDS may (a) reject any or all
proposals, (b) accept other than the lowest cost proposal, (c) accept more than one proposal, (d) accept an alternate
proposal, and/or (e) waive informalities and minor irregularities in proposals received.
UNAIDS may award one or more contracts on the basis of initial proposals received, without discussions or
negotiations. Therefore, each initial proposal should contain the bidder's best terms from a cost and technical
standpoint.
This document and any annexes shall not be construed as a contract or a commitment of any kind. This terms of
reference in no way obligates neither UNAIDS to award a contract, nor does it commit UNAIDS to pay any cost
incurred in the preparation of the proposal.
3.2
Selection criteria
1
UNAIDS attaches particular importance to the following criteria :
o
Ability of company or individual involved to meet UNAIDS’ requirements in terms of knowledge, experience
and certifications.
o
Field technicians must be able to communicate in Portuguese
o
Response time and quality delivery in provided services
o
Price
3.3
Content of the proposal
A short proposal with references and descriptions of similar services rendered is expected.
4
5
FINANCIAL OFFER
o
The Financial Offer must provide quotes for the required twelve (12) hours per week service x four (4) weeks.
o
UNAIDS attaches importance to cost transparency. The Financial Offer must be detailed and itemized.
o
The quoted costs must cover all aspects of the work and modalities of support response time categories such
as Low, Medium, High and Emergencies.
o
The quotes must be sent in BRL (Brazilian Real)
UNAIDS TERMS AND CONDITIONS
The standard terms and conditions shall apply to any eventual contract. These conditions can be made available
upon request. No other deemed conditions shall apply.
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TIME FRAME
th
Start: January 20 , 2015
7
th
End: December 20 , 2015
SUPERVISION
The professional will work in close collaboration with the UNAIDS Country Director in Brazil, Georgiana Braga Orillard.
8
PAYMENT
The payments will be processed on a monthly basis and upon invoice presentation.
1
The criteria list has not been prioritized and no weighting should be placed on the order in which they have been presented.

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