Y24 PUR RFP Coupa Standard IT Support CWA Gabon V3

CONFIDENTIAL & RESTRICTED
RFX
IT Support services CWA (Gabon)
© 2024 Amadeus IT Group and its affiliates and subsidiaries
IT Department Central West Africa

Last update: [22/03/2024]
Page 1 of 12 amadeus.com
Table of Contents
1. Introduction............................................................................................................................................ 3
2. General Information ............................................................................................................................ 3
3. Scope of Work, (Functional and/or Technical)......................................................................... 4
3.1 Scope (functional and technical perimeter) ............................................................................. 4
3.2 Planning (Phases, Delivery date) .................................................................................................. 4
3.3 Activities/Deliverables/Tasks/................................................. Error! Bookmark not defined.
3.4 Methodology and tools ................................................................. Error! Bookmark not defined.
3.5 Skills (technical, languages…) .................................................... Error! Bookmark not defined.
3.6 Organisation ....................................................................................................................................... 10
3.7 SLA/QAP (Service Level Agreement and Quality Assurance Plan) ................................. 11
3.8 Duration ............................................................................................................................................... 11
3.9 Location................................................................................................................................................ 11
Annex 1 ............................................................................................................................................................ 12
Document control
Security level

Company Amadeus IT Group SA
Department Purchasing Governance Office and Legal
Author Purchasing Governance Office and Legal
Reviewed by [Name] Date [01/01/2024]
Approved by [Name] Date [dd/mm/yyyy]
Version Date Change Comment By
[Frame version] [01/01/2024] [Text] [Text] PGO

1. Introduction
Purpose of this document & Coverage
The Purpose of this Request for Proposal is for IT Support Managed services
The RFP which is executed by Amadeus Central West Africa .
The aim of this request is for the drafting of a contract in accordance with the [MSA-SLA
model]
2. General Information
Amadeus RFP teams contact
Name Department/Position Telephone Email

Lina Kalinda Regional Purchasing +27845549007 Lina.kalinda@amadeus.com
Bernard Taleh IT Manager (CWA) +221785397657 bernard.taleh@amadeus.com
Yankhoba Ndiaye Finance Manager (CWA) +221786398627 yankhoba.ndiaye@amadeus.com
Oumar Diop Procurement Coordinator +221775730123 oumar.diop@amadeus.com
Sako Signate Managing Director +221774509409 ssignate@amadeus.com
Olivier Baret Head of Delivery META +971506548851 obaret@amadeus.com

3. Scope of Work
3.1 Scope (functional and technical perimeter)
The IT support services will be offered in all regions in Gabon for both Amadeus Internal
employees and Amadeus customers.
The service will be for Service desk support, PC Maintenance and Field Support Services.
A) Service desk Support: The service desk support constitutes of the below list of services that
are provided remotely by the team that will sit at the helpdesk support center in Nairobi. The
team will have the following scope:
a. Desktop Management
b. Software support
c. Hardware support
d. Remote Workplace support
e. Network Monitoring and ISP management
B) PC Maintenance Services:
- Scheduled cleaning of machines, PC's laptops and servers.
- Corrective cable management, software updates, patch management to optimize the machines
that are at Amadeus customers.
C) Field Support services:
- Field support provides on-site local support for those incidents/requests that cannot be solved
remotely.
- This request will be initiated by the team at the NOC (Network operating center).
The Availability of Service: The Service / Helpdesk and incident Management Services shall be
available to Amadeus customers from 08:30 am to 05:30 pm on Monday to Friday and on
Saturdays from 09:00 am to 01:00 pm. The service desk shall be manned on Sundays for
emergencies only and communicated accordingly.

Language required for the support: The official language for support will be French and English.
3.2 Costing structure:
4.1 Monthly recurring charges for the services below:

Services Rendered Price per ticket (XAF) Billing Frequency

Excl.VAT
Helpdesk/Service desk support Monthly
Field support services Monthly
PC Maintenance Services Monthly
3.3 Service description:
A. Helpdesk /Service desk support:
Service Desk that will be based in the Amadeus office in Libreville, Gabon and will provide
a Single Point of Contact for all technology incidents and Service Requests from Travel
Agencies Users. The service desk will also provide technical support to internal Amadeus
staff members.
Service Desk Human Resources
The Supplier will provide one (1) IT skilled resources with extensive knowledge and
experience on hardware, software, Internet, network provisioning and management to
man the Technical Service desk.
Tools requires for the helpdesk service:
There are various tools required to support the service desk and the following will be
provided by Amadeus:
- IP Telephony system
- Email communication system
- PCs, laptops, mobile phone.
The contact from the IT Support Specialist will be through either email or phone contact.
Amadeus will provide the infrastructure for support of the Service Desk service via the
following tools:
A) IP telephony system that is managed by a contact centre technology. The contact

centre technology provides for a specific call hunting group that will be supporting
the Travel Agents.

B) Email service system will be provided by incorporating the Supplier into the
Amadeus email system with Amadeus email domain access. This means that the
team will have an email account from Amadeus with the @amadeus.com domain.
C) Customer management system: This is the IT service management that support,
ticketing and Ticket tracking system that will be provided by the IT Services
support provider. It will be used to log customer issues as well as generating
periodic reporting for the services rendered.
The Supplier will provide the following tools for the service desk operations.
- A Call logging system that would allow tickets to be generated when a request
is submitted via mail.
- CRM Software to manage and monitor IT infrastructure. The tools required
are event alerts, Infrastructure Utilization Reports/dashboards, Infrastructure
Performance and Optimization Report/dashboards.
D) Technical Service Desk Scope: The Service desk team will have the following
scope:
• Desktop management:
i) Software support
ii) Hardware support
• Remote workplace support
• Network Monitoring and ISP management
• Call Logging platform with built in escalations for timeous response times.
Desktop Management:
Desktop Management provides the engineering support required to manage the
core base workstation images and deployed workstation configurations.
The Travel Agent Desktop will require both software and hardware support as
detailed below:
i) Software Support Service
The Supplier will be expected to support and maintain the software/applications in the
customer’s IT environment. The activities that relate to support are the following:
• To deploy, set-up and install applications required for running a PC or laptop.
These applications are the Operating systems, antivirus applications, Amadeus
applications, required drivers and any Travel Agent specific applications like
printers, network devices, Skype etc...
• To maintain an accurate tally/number of active and installed applications at the
customer’s premises and IT environment.
• Manage and maintain the performance of the various applications and advise on
applications that are un-optimal at-risk.

Patch Management: Identification, testing and deployment of the necessary security

updates and hot fixes.
Antivirus Management: Managing and supporting the workstation antivirus
configurations and infrastructure including supporting, managing and monitoring
antivirus updates through the centrally administered antivirus console.
Software Distribution & deployment: Support, administration and coordination of
software distributions to targeted end devices leveraging a standard set of centrally
administered electronic software distribution tools.
Engineering Support: Managing and supporting the deployed desktop configurations
including addressing, mediating and managing escalated critical hardware and software
issues.
The current existing applications on the Amadeus equipment are the following:
• Microsoft applications deployed at the customers offices that are; O365 (where
applicable) MS Office & OS, windows server applications.
• Applicable antivirus deployed by Amadeus at various customer premises.
• Amadeus proprietary applications such as SAPE, Sell Connect (where applicable).
• Team viewer, GoToAssist Chrome browsers, Adobe reader and Remote Desktop
applications (where applicable).
ii) Hardware Support Service:

The Supplier will provide support on the physical status of laptops, PC’s, serves, switches,
firewalls, access points, data center cabinets and Server rooms. This will entail ensuring
that the hardware is always in working condition and managing in conjunction with the
3rd party hardware provider the existing repair and warranty service processes.
The support activities around hardware management are the following:

• To inform Amadeus on the number (actual inventory count & tracking) of laptops,
PC’s, Servers, switches located at the Travel Agency premises.
• Facilitate and make recommendations on replacements or upgrades required to
ensure the Travel Agent can use the said equipment in running their business.
• Inform and advise on hardware specs for replacements and to ensure correct
sourcing of equipment from Amadeus 3rd party hardware vendors.
• Backup and restore of business data as per Amadeus standards
(transfer data from old workstation to a new one).
Remote Workplace Support:

The above services (Software support and Hardware support can also be supported
remotely) This Remote Workplace Support (RWS) is the provision of remote support

services for incidents and requests in support of the distributed end user devices. The
end user devices in scope are desktops, laptops, routers, servers and any other network
equipment that can be accessed remotely via the internet or virtual private networks.
The Remote workplace support will be only for technical support issues. The services
included are described in the below section:
• Remote log-in or access may be required to simulate or have first-hand access to
the customer machine to determine the issue the customer is experiencing.
• Software Maintenance & Support: Remote support of authorized Amadeus
software for in-scope end users and devices, including installation, testing and
maintenance. This is limited to Vendor Applications.
• Device Configuration Support: Remote support of authorized standard Amadeus
device configurations for in-scope end users and devices, including the OS, user
profiles/settings, and device drivers.
• Virus and Malware Removal: Remote support for the identification and removal
of viruses and other malware from in-scope affected devices including providing
remote support for virus and malware incidents that cannot be resolved by
Service Desk Level 1.
• Device Performance Improvements: Remote troubleshooting and improvements
in performance of in-scope devices to align with Amadeus specifications and
standard guidelines.
Network monitoring Internet/connectivity & ISP management support:
The Supplier will monitor and manage the various internet services and service providers
under the Amadeus list of providers. These internet service providers are the ones that
are contracted by Amadeus.
The Supplier will provide a Network Operation Centre (NOC) with a well-defined
visibility platform provided at the AMADEUS premises which will have the following
facilities and serve the following purposes:
• Monitoring Infrastructure System: The tools expected to be provided by the
Supplier should be able to generate event alerts when the internet service
provided by the ISP fails to perform optimally.

• The Suppliers NOC should be able to visually graph internet links that are
deployed in the market.
• The Suppliers NOC should have the capability to generate Internet Utilization
Reports, Infrastructure Performance and Optimization Reports and protocol
analysis reports.
• The Suppliers NOC should have a facility to initiate internal and external
communication via calls, Short Message and Email on any internet outages.
• The Suppliers NOC should have the capability to provide Monitory services that
are aimed at isolating and identifying likely network, system and hardware faults
before they impact client business.
• Management of relationships with ISP’s and key technical Points of contact to
facilitate quick turnaround of services and support.

B. Field Support:
The Supplier will provide the following Field support teams.

• X1 Field Support team members in Libreville
Field Support provides on-site local support for those incidents/requests that cannot be
solved remotely. It includes the following services described in the below section:
• For the avoidance of doubt, Field support will only be performed if it doesn’t
breach a warranty or leasing agreement. It is the responsibility of Amadeus to
define the scope of the existing Warranty and Lease arrangements.
• Field support will be provided for the Gabon market.
• The field teams will be activated by the Service desk to the Travel Agent site to
address issues that cannot be supported remotely.
Activities that are performed by the field team are as follows:
• Field Support Management: Coordinate and manage field services in locations within
the Gabonese market.
• Software Maintenance & Support: On-site support of authorized Amadeus software at
in-scope locations, including installation, testing and maintenance of Vendor
Applications. This service will apply only when Service Desk and Remote Technology
Services cannot resolve incident/request.
• Hardware Maintenance & Support: For locations in scope (Gabon) for Field Support,
Supplier will provide onsite support of authorized Amadeus workstations (Desktops,
Laptops, and printers), including installation/replacement/testing of plug and play parts
which do not breach the manufacturer warranty or require certification, initial
installations/replacement/testing of peripheral devices (monitor, keyboard, mouse).
• Installs, Moves, Ads & Changes: For workplace (desktop, laptop and print devices):
i) Installation activity consists of unpacking, assembling, installing, and ensuring
connectivity and operability of authorized workstations at an inscope location.

ii) A single Move consists of de-installing authorized client or server products at
an in-scope location and installing the same system at another in-scope
location.
C. PC Maintenance Support:
PC Maintenance will be offered to the customers in the territory that is in scope. The
Supplier will be a require to coordination between the service desk team and the field
service teams and provide a separate team (separate from the field support resources
listed above and separate from the service desk resources) to ensure that the normal
daily support services are not disrupted.
The following activities will be conducted under the provision of the services:

• The Supplier will create a schedule for the maintenance and communicate this
schedule with the Travel Agents on the date, time and duration of the exercise in
advance for every quarter.
• The Supplier will deploy a team per site with the following tools and equipment:
PC blowers, cleaning solutions, crimping tools, dust coats and masks, screw
drivers, keys, gloves.
• The team will be required to clear cookies, defragment drives, and run software
updates, run data back-ups where required, and run security updates.
3.4 Organization
3.4.1 Steering
A monthly steering committee is organized to perform the activity follow up.
Minutes are written by the Service Provider and validated by Amadeus.
The following aspects are covered:
- review of actions from previous meetings
- synthesis of tasks done, finished and ongoing.
- review of global activity since beginning of year or contract and comparison ver-
sus budget
- anticipation of future needs
- risks/warnings/problems identified.
- financial follow up following Amadeus template.
3.4.2 Weekly status meeting

A weekly status meeting is organized with the Service Provider and Amadeus technical
leaders for technical follow-up and fine tuning of development activities.

Minutes are written by the Service Provider and validated by Amadeus.
The following points are covered:
- review of actions from previous meetings
- review of tasks done
- review of tasks ongoing with estimation of progress and target dates
- review of tasks to be started
- review of tasks sizing and planning for tasks not yet planned
- review of dependencies
- risks/warnings/problems identified.

3.5 SLA/QAP (Service Level Agreement and

Quality Assurance Plan)
The service provided as part of this project is subject to the following Service Level Agree-
ments (SLA).
A specific SLA document and Quality Assurance Plan will be prepared by the service pro-
vider and reviewed and validated by Amadeus during the 3 years period.
3.6 Duration
The duration of the contract is 3 years that can be renewed depending on the perfor-
mances of the services.
3.7 Location
Activities for this project will be in premises and in travel agencies premises as well.
The selected Service Provider will need to go through a skill transfer phase (transition
phase) of 3 months in the Service Provider’s premises or Amadeus CWA Gabon to gain
full autonomy and fine tune all the processes. Once Amadeus and the selected Service
Provider are comfortable with the processes and all tasks to be performed, the delegated
activities will be performed at the Service Provider premises.

Annex 1
[Recent Amadeus Security Standards to be included in the Annex]


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CONFIDENTIAL & RESTRICTED

IT Department Central West Africa

CONFIDENTIAL & RESTRICTED

IT Department Central West Africa

Name Department/Position Telephone Email

IT Department Central West Africa

emergencies only and communicated accordingly.

3.2 Costing structure:

4.1 Monthly recurring charges for the services below:

IT Department Central West Africa

Services Rendered Price per ticket (XAF) Billing Frequency

3.3 Service description:

A. Helpdesk /Service desk support:

A) IP telephony system that is managed by a contact centre technology. The contact

IT Department Central West Africa

IT Department Central West Africa

Patch Management: Identification, testing and deployment of the necessary security

ii) Hardware Support Service:

The support activities around hardware management are the following:

Remote Workplace Support:

IT Department Central West Africa

provided by the ISP fails to perform optimally.

IT Department Central West Africa

The Supplier will provide the following Field support teams.

connectivity and operability of authorized workstations at an inscope location.

IT Department Central West Africa

3.4.2 Weekly status meeting

leaders for technical follow-up and fine tuning of development activities.

IT Department Central West Africa

3.5 SLA/QAP (Service Level Agreement and

IT Department Central West Africa

IT Department Central West Africa

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