Request for Proposal For Remote Maintenance And Technical Support Services Location: Kigali, Rwanda

Tenders are invited for Remote Maintenance and Technical Support Services Location: Kigali, Rwanda Location: Kigali Deadline: Saturday, 25/10/2025 11:59 REQUEST FOR PROPOSAL (RFP) WHALE CLOUD TECHNOLOGIES RWANDA LIMITED Terms of Reference (ToR) for Remote Maintenance and Technical Support Services Location: Kigali, Rwanda September 25, 2025 A. Organization Overview Whale Cloud Technologies Rwanda Limited is a member Whale Cloud Group, a leading data intelligence company in the world, committed to helping global enterprise customers achieve digital transformation. The Company has developed for nearly 20 years and has provided high quality digital transformation solutions and product services for telecom and public sectors as well as other industry clients in more than 80 countries and regions. Taking data intelligence as its core competency to facilitate digital transformation, Whale Cloud as an industry cloud service provider is committed to providing advanced methodology, tools, and industry expertise in such areas as the telecommunication industry, urban digital transformation, industrial upgrading and etc., reducing the threshold for the use of digital technology, enabling enterprises with exclusive data intelligence and in-depth data mining capability. B. Objective of the Assignment: Whale Cloud Technologies Rwanda Limited is seeking to procure from entities registered and licensed in Rwanda, Remote Maintenance Services and technical support to enable it to successfully deliver the local service. C. Scope of Work (SoW): Provide Technical Consult Service: technical consultation support to assist customers in understanding, operating, and optimizing ZSmart BSS (Business Support System) solution. This service aims to enhance customer knowledge and resolve technical queries through expert guidance. This service is designed to: 1.1. Clarify customer questions on BSS system usage. 1.2. Improve the customers understanding of BSS product functions and basic operations. 1.3. Enable efficient and correct usage of the BSS system. 1.4. Supported Topics: 1.5. Product Functionality: Explanation of available features and how to use them. 1.6. BSS Operation and Maintenance Knowledge: Guidance on standard O&M procedures, system health checks, and routine tasks. 1.7. System Interface Basic Information: Basic information about standard interfaces and integration points (e.g., protocols supported, interface documentation references). Incidents Support: When an incident or fault occurs, the onsite operations team should immediately intervene and make every effort to restore the service within the required timeframe. If resolution is not achieved, support must be engaged promptly to avoid delays in addressing the reported incident. Software Correction Delivery and patching system to n-1 version: Based on Incident/Problem Reports received from Customer; Supplier will prepare and deliver the Correction Delivery to be implemented onto the network. Delivering a new Correction Delivery includes production and testing. It will also include the production and delivery of updated documentation set. Documentation package uploaded includes: Release note Upgrade guide R&D Test report Third-Party Software Scope Support: MySQL Database, Red hat, Cluster Software Newstart HA, Big Data Database Software MPP GP Database D. Instructions to tenderers Please read the following instructions carefully. Failure to comply with the requirements of these Instructions to Tenderers may cause the return or rejection of your Tender. i. The purchaser This Request for Proposal (RFP) is issued by Whale Cloud Technologies Rwanda Ltd, a member of WHALE CLOUD TECHNOLOGY CO., LTD hereafter called WCT. ii. Rights of Whale Cloud Technologies Rwanda Ltd Whale Cloud Technologies Rwanda Ltd at, its sole discretion reserves the right to: Accept or decline any proposal issued by a prospective Tenderer. Award the contract based solely on a proposal received without entering into any further discussion. Shortlist prospective/ successful Tenderers. Refrain from issuing any contract. Award the tender in its entirety or part; and Extend without notice, the evaluation period. iii. Tender preparation The submission of the RFP must be strictly in accordance with these instructions, including the information described in the Scope of Work. Tenders must be prepared and submitted in strict accordance with the RFP requirements. In the event of the tender being awarded, the successful Tenderer(s) will be required to enter into a formal contract. No valid contract shall exist between the parties unless the parties have entered into a valid written contract. Preparation of the Tenders, including but not limited to attendance at any pre-tender meetings, site visits and tender clarification meetings or presentations, shall be at the sole expense of the Tenderer. IV. Tender submission Clarification request should be submitted via email; [email protected] within 15 days after launching the tender. Suppliers should be ready to present their solution following specific presentation structuring within 10 days after Whale Cloud Technologies Rwanda Ltd responses to clarification requests. Submissions in response to this RFP should be submitted via email; [email protected] cc: [email protected] as per instructions and timelines. The Tenders shall be submitted without review by, or the comparison of figures of, any other person or company submitting a tender for the same work and shall in all respects be without collusion with other Tenderers. Tenderers forming a joint venture with another Tenderer in order to submit a single consolidated tender shall advise Whale Cloud Technologies Rwanda Ltd prior to the submission of the tender and include in their tender full details of the joint venture including a copy of the signed joint venture agreement. It is left to the discretion of Whale Cloud Technologies Rwanda Ltd to accept such joint venture. Where Whale Cloud Technologies Rwanda Ltd has not been informed of such joint venture, Whale Cloud Technologies Rwanda Ltd may at its sole discretion disqualify such submission. V. Late receipt of tenders Tenders received after the Tender closing date and time may be disqualified, with or without notice to the Tenderer. VI. Examination of RFP and acknowledgement Whale Cloud Technologies Rwanda Ltd may modify any part of the RFP at any time prior to the closing date of the tender. Modifications to the RFP will be made in the form of addenda to the RFP and will be transmitted simultaneously to all Tenderers. The Tenderer is responsible for the examination of the RFP and any addenda thereto including any special conditions or provisions which may affect the performance of the services to be rendered in terms of the tender. Should the Tenderer find discrepancies or omissions in the RFP the Tenderer shall notify Whale Cloud Technologies Rwanda Ltd in writing immediately on discovery of any discrepancy or omission. The Tenderer may independently study, enquire, research, obtain and furnish to Whale Cloud Technologies Rwanda Ltd as part of the Tender at their own risk and cost and allow for all contingencies irrespective of any information or other data supplied by Whale Cloud Technologies Rwanda Ltd. This includes all information and data that may in any manner, financially, technically or otherwise, affect its tender submission or the price it has submitted. vii. Site inspection and conditions The Tenderer is responsible for making arrangements it considers necessary to become fully informed regarding all conditions that might in any way affect the performance of the services rendered in terms of the tender. Failure by the Tenderer to satisfactorily investigate the conditions as aforementioned shall not relieve the Tenderer from the responsibility for properly estimating the difficulty or the cost of fulfilling its Tender. viii. Tender validity, modification and withdrawal of tenders The Tenderer may modify or withdraw its tender provided that notification of such withdrawal or modification is received by Whale Cloud Technologies Rwanda Ltd in writing prior to the closing date. Withdrawal or modifications will be acknowledged by Whale Cloud Technologies Rwanda Ltd by means of facsimile, e-mail or hand delivered letter to the respective Tenderer. Once submitted, the tender shall be fully binding upon the Tenderer and must be valid for a period of 3 months from the date of submission of the tender. IX. Criteria to be used in evaluation of proposals Whale Cloud Technologies Rwanda Ltd will seek out proposals with a beneficial Total Cost of Ownership (TCO) offering and will seek to maximise the value of its shareholders through keeping costs to a minimum. Whale Cloud Technologies Rwanda Ltd in its sole discretion reserves its right to apply weightings to the selection criteria Whale Cloud Technologies Rwanda Ltd will not divulge its final selection criteria to any prospective Tenderers nor will it be obliged to furnish any reasons for its selection(s). Whale Cloud Technologies Rwanda Ltd reserves the right to use an electronic reverse auction (ERA) during any stage of this RFP process. An electronic reverse auction (ERA) is an on-line tool where multiple suppliers/Solution providers bid to supply a product/service according to pre-defined terms and conditions to WCT. Participants to this RFP, which will be required to participate in an ERA, will receive notice in advance of such an ERA. X. Award of contract Whale Cloud Technologies Rwanda Ltd reserves the right to accept or reject any or all tenders, to waive any provision or deviate from the RFP process or any formality with regard to tenders received and t Tender Link : https://www.jobinrwanda.com/job/request-proposal-rfp-whale-cloud-technologies-rwanda-limited-terms-reference-tor-remote