Provision of internet services for agra malawi

OVERVIEWThe Alliance for a Green Revolution in Africa (AGRA) invites quotations from qualified and experienced Malawian-registered Internet Service Providers for the provision of reliable, secure and stable internet connectivity at its Malawi office in Area 10, Lilongwe.The selected provider will be responsible for installation, connectivity, monitoring, technical support, maintenance and service continuity in accordance with the agreed service levels.PROCUREMENT TYPE: Request for Quotation (RFQ)CONTRACT TYPE: Framework AgreementCONTRACT PERIOD: One (1) year, renewable subject to satisfactory performance and availability of budget.RFQ REFERENCE: AGRA-MW-1046LISTING EXPIRY: Tuesday, 10th November 2026ELIGIBILITY: Only Malawian-registered firms are eligible to bid.PROJECT PURPOSEAGRA seeks to establish a framework agreement with a competent Internet Service Provider to deliver reliable internet connectivity for its Malawi office.The service must include a dedicated primary internet connection, an independent backup connection, the necessary equipment and cabling, sufficient Wi-Fi access points, 24/7 technical support, network monitoring and reporting.SCOPE OF SERVICES AND TECHNICAL REQUIREMENTSThe successful bidder must meet the following minimum requirements:1. Internet ConnectivityPrimary Internet: Dedicated symmetric 75 Mbps bandwidth with a 1:1 contention ratio.Backup Internet: Dedicated 20 Mbps backup connection from a different upstream source than the primary connection.Connectivity Type: Fibre-optic connection is preferred. Wireless may be considered for the backup connection.Uptime: Minimum overall service availability of 99.9%.Public IP Addresses: At least 14 static, publicly routable IP addresses.Traffic and Ports: No traffic or port restrictions; capacity must be provided through a direct IP connection.Automatic Failover: Automatic switching to the backup connection whenever the primary connection fails. The provider must supply all required equipment.Latency: Maximum 275 ms to the specified international gateway locations, including Nairobi, Kenya, and New York, USA.2. Wi-Fi Coverage and InstallationAssess office Wi-Fi coverage during installation.Install sufficient additional access points where necessary to ensure reliable wireless coverage throughout AGRA's working areas.Include all required access points, cabling and configuration in the installation proposal.Provide, install, configure and maintain all hardware, cabling and software required for the internet service.3. Network Monitoring, VPN and SecurityProvide network monitoring, traffic management and access to relevant raw log files for AGRA IT.Support managed VPN services and worldwide accessibility.Maintain the confidentiality of AGRA's internet traffic.Do not undertake traffic inspection or scanning without prior AGRA approval, except where expressly agreed for troubleshooting.Maintain a physical presence and technical support capability in Malawi.SERVICE LEVELS AND TECHNICAL SUPPORTThe provider must meet or improve the following minimum response times:Critical IncidentsExample: Major internet or network outage affecting most or all users.Minimum response time: 30 minutes.Immediate action must be taken to restore service or provide a workaround and escalate the matter to AGRA IT.High-Priority IncidentsExample: An issue preventing an individual or key function from working.Minimum response time: 1 hour.Target resolution: Within 4 working hours where reasonably possible, or provide a workaround and escalate.Medium-Priority IncidentsExample: An issue affecting a user where a workaround is available.Minimum response time: 4 working hours.Target resolution: Within 1 working day where reasonably possible.Low-Priority IncidentsExample: Routine requests, installations or minor issues.Minimum response time: 1 working day.Target resolution: Within 2 working days or an agreed completion date.Additional service requirements:Provide 24/7/365 technical support and helpdesk services at no additional cost.Communicate planned downtime to AGRA's designated IT contact in advance.Keep AGRA informed of third-party dependencies, equipment replacement requirements and the next action to be taken.Assign a named technical contact responsible for supporting AGRA.KEY DELIVERABLESThe successful provider will be expected to deliver:Reliable primary and backup internet connectivity meeting the agreed bandwidth and uptime requirements.Adequate Wi-Fi coverage across AGRA working areas.Installation of additional access points where required.24/7/365 technical support and timely incident resolution.Network monitoring and prompt escalation of service interruptions.Weekly network performance, utilisation and usage analysis reports.Installation, configuration and maintenance of all required internet service equipment.Clear service continuity and fallback arrangements.IMPLEMENTATION TIMELINEInstallation, configuration and service activation must be completed within fiftee