1 THE SOUTH AFRICAN NATIONAL ROADS AGENCY SOC LIMITED (SANRAL) RFP No. REQUEST FOR PROPOSAL FOR THE APPOINTMENT FOR DATABASE ADMINISTRATION (DBA) AND DATABASE MANAGED SERVICES THIS DOCUMENT COMPILED BY: The South African National Roads Agency Ltd 48 Tambotie Avenue Val de Grace Pretoria 0184 Tel: (012) Fax: (012)
2 LIST OF RETURNABLE SCHEDULES WITH RELEVANT ENVELOPES FOR TENDER SUBMISSION TECHNICAL PROPOSAL CONTENT: APPENDIX A: APPLICATION FOR PROPOSAL TECHNICAL FORM A CERTIFICATE OF AUTHORITY FOR SIGNATORY TECHNICAL FORM B COMPULSORY ENTERPRISE QUESTIONNAIRE TECHNICAL FORM C SCHEDULE OF VARIATIONS OR DEVIATIONS BY PROPOSER TECHNICAL FORM D SCHEDULE OF ADDENDA TO REQUEST FOR PROPOSAL TECHNICAL FORM F DECLARATION OF INTEREST (SBD 4) TECHNICAL DECLARATION OF PROPOSER S PAST SUPPLY CHAIN MANAGE-MENT TECHNICAL FORM G PRACTICES FORM H TEAM DETAILS TECHNICAL FORM I CURRICULUM VITAE TEMPLATE TECHNICAL FORM J LITIGATION HISTORY TECHNICAL FORM L CERTIFICATE OF INDEPENDENT BID DETERMINATION (SBD 9) TECHNICAL FORM M CERTIFICATE OF ATTENDANCE AT CLARIFICATION MEETING TECHNICAL FORM N SCHEDULE OF WORK CARRIED OUT BY THE SUPPLIER TECHNICAL FORM O COMPLIANCE MATRIX TECHNICAL COST PROPOSAL CONTENT: APPENDIX B: FORM E TAX CLEARANCE CERTIFICATE REQUIREMENTS FINANCIAL FORM K BEE VERIFICATION CERTIFICATE FINANCIAL FORM Q FORM OF OFFER FINANCIAL FORM R BILL OF QUANTITIES FINANCIAL TECHNICAL PROPOSAL CONTENT: APPENDIX C: FORM S SPECIAL CONDITIONS OF CONTRACT TECHNICAL
3 REQUEST FOR PROPOSAL NOTICE AND INVITATION RFP NO: REQUEST FOR PROPOSAL FOR THE APPOINTMENT FOR DATABASE ADMINISTRATION AND MANAGED SERVICES The South African National Roads Agency SOC Limited (SANRAL) invites proposals from qualified Proposer/s to enter into an agreement for Oracle and Microsoft SQL Database Administration and Management Services. The agreement will be for a base period of three (3) years from the date of award, with the option to renew for a further period of two (2) years, at the sole discretion of SANRAL and under mutual agreement providing the pricing, terms and conditions remain the same for any additional period as agreed upon between SANRAL and the company with whom SANRAL has contracted with as a result of the RFP. It is SANRAL s intent to make an award as a result of this Request for Proposal (RFP). The provision of these services will be for three (3) years commencing on the agreement signature date. The South African National Roads Agency SOC Limited is committed to transformation, employment equity and staff advancement, and supporting broad based black economic empowerment. The primary criteria in selection, apart from costs, will be the degree to which the Proposer/s can demonstrate appropriate knowledge and expertise as well as the Proposer/s BBBEE ranking as required in the industry specific charter for this proposal. Preference will be offered to Proposer/s who comply/ies with the criteria stated in the Request for Proposal. SANRAL reserves the right to award the Request for Proposal as a whole or in part and is under no obligation to accept the lowest or any proposal. The closing time for receipt of proposals is 25 April 2014 at 14H00. The proposal must be submitted at the SANRAL s Northern Region: 38 Ida Street, Menlo Park, Pretoria, South Africa, 0001, GPS (WGS84) S E 3 Telegraphic, telephonic, telex, , facsimile and late proposals will not be accepted. Queries relating to issues arising from these documents may be addressed to Mr Adolph Tomes Tel No: (012) Fax No: (012)
4 1. GENERAL CONDITIONS OF CONTRACT 5 2. BACKROUND SCOPE OF WORK CONDITIONS OF PROPOSAL: EVALUATION CRITERIA: PROPOSAL RULES SERVICE LEVEL AGREEMENT RETURNABLE SCHEDULES APPENDIX A: APPENDIX B APPENDIX C: 87
5 58000/2014/01 ORACLE AND MS SQL ADMINISTRATION AND MANAGED SERVICES 5 1. GENERAL CONDITIONS OF CONTRACT 1.1 Agreement Upon acceptance of its proposal, the successful Supplier shall enter into an agreement with SANRAL by completing and signing the Form of Agreement in Form L. 1.2 Definitions In the Agreement (as hereinafter defined) the following words and expressions shall have the meanings hereby assigned to them, except where the context requires otherwise: Agree ent shall mean this agreement including all annexures and appendices thereto and any written supplementary agreements which may be validly concluded between the parties thereto Propo er means the person/s, partnership, joint venture, company or firm who has/have made a proposal and shall also be used synonymously and interchangeable with the words Ten erer and Bi er throughout this document SANRAL means The SOUTH AFRICAN NATIONAL ROADS AGENCY LIMITED instituted in terms of the South African National Roads Agency Limited and National Roads Act (Act No 7 of 1998) or a person delegated by the South African National Roads Agency Limited to act on its behalf Site shall refer to the various SANRAL offices located in Pretoria Val De Grace, Pretoria Centurion (Disaster Recover Centre "Supplier" means the person or persons, partnership, joint ventures, company or firm whose proposal has been accepted for the execution for the works as specified in this Agreement and includes the Supplier s legally authorized appointed representatives, heirs, successors, assignees, executors, administrators, trustees or sureties of such person, persons, partnership, company or firm Work ", "Supply Agreement", or "Agreement" shall mean the works described and specified in the Request for Proposal All references to days shall mean working days and shall exclude non-working days unless otherwise stated The headings of clauses in the Agreement are for reference purposes only and shall not be taken into account in construing the context thereof In the Agreement unless inconsistent with the context, the words notice, notify, notification, certification and issue shall connote an act to be carried out in writing.
6 In the Agreement, unless inconsistent with the context, the masculine includes the other gender, the singular includes the plural and vice versa, and persons shall include bodies corporate Any document or notice sent by a party in terms of the Agreement by prepaid registered post addressed to the other party at his domicilium citandi et executandi shall be deemed to have reached the other party within 7 (seven) days from date of posting The Agreement constitutes the whole agreement between the parties and no variation, amendment or addition to any of the terms and conditions shall have any force or effect unless reduced to writing and signed by both the parties The law applicable to this agreement is the law of the Republic of South Africa with the North Gauteng High Court as the court of jurisdiction The Request for Proposal document has been drafted in English, which language shall apply to this Agreement. 1.3 General The Supplier holds harmless and indemnifies SANRAL from and against all claims, demands, proceedings, damages, costs, charges and expenses whatsoever arising out of or in connection with any failure to perform obligations or to fulfill liabilities and, without limiting the generality of the foregoing, the Supplier holds harmless and indemnifies SANRAL from and against: Faulty design of the subcontract works and materials to be supplied if and where such design is the responsibility of the Supplier; Materials, faulty workmanship or failure of the goods if and where the goods were manufactured and/or supplied by the Supplier; Any negligence by the Supplier, his agents, workmen and servants; Any claims from the aforesaid; Any injuries and/or damages incurred on the site in performing the works. 1.4 Warrantees and Representations The Supplier warrants and represents that: The Supplier has full capacity and authority and all necessary licenses, permits and consents (including but not limited to, where its circumstances and procedures so require, the consent of its Parent Company) to enter into and to perform this Agreement; This Agreement is executed by a duly authorized representative of the Supplier;
7 The provision of the services and SANRAL s use thereof shall not infringe on any Intellectual Property Rights including licensing requirements of any third party and indemnifies SANRAL in respect of any claim arising out of SANRAL's use thereof; The services shall be supplied and rendered by appropriately experienced, qualified and trained personnel with all due skill, care and diligence. SANRAL reserves the right to call upon the Supplier to remove any personnel whom in its opinion is incompetent; The Supplier shall discharge its obligations hereunder with all due skill, care and shall perform all Services in terms of this Agreement with the highest standards consistent with, and applicable to the industry, practice and its own established internal procedures; The services shall be performed in compliance with all applicable laws, enactments, orders, regulations, and other similar rules and directives; The services satisfy the Functional Specifications and Performance Criteria and all software, components and Equipment supplied and/or used in the course of the provision of the Services shall operate in accordance with their technical specifications; The provision of the services shall not cause electrical interferences beyond the limits laid down in the applicable standard specifications, All equipment supplied is new and unused; All statements and representations made to SANRAL are, to the best of its knowledge, information and belief, true and accurate and that it will advise SANRAL of any fact, matter or circumstance of which it may become aware which would render any such statement or representation to be false or misleading. 1.5 Contract Price Adjustment The contract price shall be the amounts submitted by the proposer for the Database Administration and Managed Services. Adjustment of the contract price and the rates and prices under this subclause shall be limited to an annual amount which takes account of: Movements in the Annual Consumer Price Index as it affects that product or service as calculated in accordance with the latest rates published by Statistics South Africa. 1.6 Assignment and Subletting The Supplier shall not cede or delegate his rights or obligations in respect of the whole or any part of this Agreement.
8 The Supplier shall not sublet the whole or any part of the Works without the prior written consent of SANRAL This consent of SANRAL to any subcontracting permitted hereunder: Shall not imply an agreement between SANRAL and the Subcontractor or any responsibility or liability on the part of SANRAL to the Subcontractor; or Shall not relieve the Supplier from any liability or responsibility for the acts, neglect, omission or any Default of its Subcontractors. 1.7 Intellectual Property Rights Indemnity The Supplier shall indemnify SANRAL against all claims, demands, actions, costs, expenses (including but not limited to legal costs and disbursements on an attorney and client scale), losses and damages arising from or incurred by reason of any infringement or alleged infringement (including but not limited to the defense of such alleged infringement) in South Africa of any Intellectual Property Right arising out of or consequent upon the services rendered by the Supplier to SANRAL The Supplier shall promptly notify SANRAL if any claim or demand is made or action brought against the Supplier for infringement or alleged infringement of any Intellectual Property Right If a claim or demand is made or action brought to which Clause may apply or in the reasonable opinion of the Supplier is likely to made or brought, the Supplier shall at its own expense either: Modify any or all of the services without reducing the performance and functionality, or substitute alternative services of equivalent or superior performance and functionality for any or all of the services, so as to avoid the infringement or the alleged infringement, provided that the terms of this Agreement shall apply mutatis mutandis to such modified or substituted services and such modified or substituted services shall be acceptable to SANRAL, who will not unreasonably withhold such acceptance; or Procure a royalty free license to use the service on terms which are acceptable to SANRAL. 1.8 Cancellation by SANRAL This Agreement may be cancelled by SANRAL in the event of: Failure by the Supplier to proceed with his obligations in terms of this Agreement with due care, skill and diligence; and In the event of insolvency or liquidation of the Supplier.
9 Should the Supplier default as listed in Clause and , SANRAL shall deliver a Notice of Cancellation to the Supplier and cancel the agreement forthwith Where this Agreement is cancelled as contemplated above the Supplier shall immediately vacate the site and hand over to SANRAL all documents and papers which relates to the Works either in printed or electronic form as may be prescribed by SANRAL. SANRAL shall within 14 (fourteen) days after date of cancellation prepare an account of the service rendered by the Supplier prior to date of such cancellation and no further payment shall be made to the Supplier SANRAL shall be entitled to deduct from any payment due to the Supplier any additional cost, losses, disbursements and damages incurred or sustained by SANRAL by reason or in consequence of the cancellation of this Agreement, or demand payment in terms of the Guarantee The guarantee delivered by the Supplier in terms of this Agreement shall remain in force until completion of the project. 1.9 Publicity Neither party shall use the name or any other material and Information of the other in publicity releases or advertising or for other promotional purposes, without securing the prior written approval of the other party Both parties shall take all reasonable steps to ensure the observance of the provisions of this Clause 1.9 by all their employees, agents, Sub-Suppliers and its Service Providers Notwithstanding the provisions of Clause above, SANRAL shall be entitled to publicize the Agreement in accordance with any legal or quasi-legal obligation upon SANRAL Gifts and Payment of Commission The Supplier shall not: Offer or give or agree to give any person of SANRAL any gift or consideration of any kind as an inducement or reward for doing or forbearing to do or for having done or forborne to do any act in relation to the obtaining or performance of this Agreement or any other Agreement with SANRAL or for showing or forbearing to show favour or disfavour to any person in relation to this Agreement; nor Enter into this Agreement if in connection with it commission has been paid or agreed to be paid to any person of SANRAL by the Supplier or on the Supplier s behalf or to the Supplier s knowledge, unless before this Agreement particulars of any commission and of the terms and conditions of any Agreement for the payment thereof have been disclosed in writing to SANRAL.
10 In the event of any breach of Clause by the Supplier or by anyone employed by the Supplier or acting on the Supplier s behalf in relation to this Agreement or any other agreement with SANRAL, SANRAL may summarily terminate this Agreement by notice in writing to the Supplier and withhold all payments due to the Supplier for completed work. Provided always that such termination shall not prejudice or affect any right of action or remedy which shall have accrued or shall accrue thereafter to SANRAL and provided always that SANRAL may recover from the Supplier the amount or value of any such gift, consideration or commission The decision of SANRAL shall be final and conclusive in any dispute, difference or question arising in respect of: The interpretation of this Clause (except insofar as the same may relate to the amount recoverable from the Supplier under Clause in respect of any loss resulting from such termination of this Agreement); and/or The right of SANRAL under Clause to terminate this Agreement; and/or The amount of value of any such gift, consideration or commission In the event that any gift, consideration or commission was solicited by any employee of SANRAL, this shall immediately be disclosed in writing to SANRAL Force Majeure For the purpose of this Agreement the expression Force Majeure shall mean a cause affecting the performance by a party of its obligations arising from acts, events, omissions, happenings or non-happenings beyond its reasonable control including (but without limiting the generality thereof) acts of God, fire, flood, or any disaster, governmental regulations, war, rebellion or other military action. Any act, event, omission, happening or non-happening will only be considered Force Majeure if it is not attributable to the willful act, neglect or failure to take reasonable precautions of the effected party, its employees, agents, Sub-Suppliers or Service Providers Neither party shall in any circumstances be liable to the other for any loss of any kind whatsoever including but not limited to any damages whether directly or indirectly caused to or incurred by the other party by reason of any failure or delay in the performance of its obligations hereunder which is due to Force Majeure. Notwithstanding the foregoing, each party shall use all reasonable endeavors to continue to perform, or resume performance of such obligations hereunder for the duration of such Force Majeure event If either of the parties shall become aware of circumstances of Force Majeure which give rise to or which are likely to give rise to any such failure or delay on its part it shall forthwith notify the other by the most expeditious method available and shall inform the other of the period which it is estimated that failure or delay shall continue.
11 It is expressly agreed that any failure by the Supplier to perform or any delay by the Supplier in performing its obligations under this Agreement which results from any failure or delay in the performance of its obligations by any person, firm or company with which the Supplier shall have entered into any such agreement, supply arrangement or sub-contract or otherwise, shall be regarded as a failure or delay due to Force Majeure only in the event that such person, firm or company shall itself be prevented from or delayed in complying with its obligations under such agreement, supply arrangement or subcontract or otherwise as a result of circumstances of Force Majeure If a party fails to inform the other party of the Force Majeure event concerned as set out in this Clause, then such party shall thereafter not be entitled to refer to or rely on such Force Majeure as a reason for non-fulfillment of any obligation in terms of this Agreement, provided that this obligation to perform shall not apply if a Force Majeure event is known by both parties or the party is unable to inform the other party due to the Force Majeure event If the Force Majeure continues for more than 90 (ninety) days, either party shall have the right to terminate this Agreement with immediate effect Severability If any South African court of competent jurisdiction holds any provision of this Agreement invalid, illegal, unlawful or unenforceable for any reason, such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if this Agreement had been executed with the invalid, illegal or unenforceable provision eliminated In the event of a holding of invalidity so fundamental as to prevent the accomplishment of the purpose of this Agreement, SANRAL and the Supplier shall agree to meet and review the matter and if any valid and enforceable means is reasonably available to achieve the same objective as the invalid or unenforceable provision, to adopt such means by mutual agreement by way of variation of the Agreement Waiver The failure of either party to insist upon strict performance of any provision of this Agreement, or the failure of either party to exercise any right or remedy to which it is entitled hereunder, shall not constitute a waiver thereof and shall not cause a diminution of the obligations established by this Agreement A waiver of any Default shall not constitute a waiver of any subsequent default Succession This Agreement shall be binding on the successors in title, assignees, administrators, executors and heirs of either party Insurance
12 The Supplier shall act and take out insurance and maintain at his own cost such insurance as he deems necessary to cover his responsibilities in terms of the Agreement including the deductible excesses of the insurance. SANRAL shall be at liberty to examine the insurance purchased Commencement and Program The Supplier shall commence the Works as specified herein, and shall proceed with the same with due expedition and without delay except as may be expressly sanctioned or ordered by SANRAL or be completed beyond the control of the Supplier Time for Completion The Works shall be executed by the date specified herein or such extended time as may be provided for in terms of the Agreement Failure to Perform If the Supplier fails to execute the Works by the date of completion or within the constraints and limitations detailed in the Agreement, the Supplier shall reimburse SANRAL for the costs reasonably incurred in arranging for the Works or duties or tasks which the Supplier has consistently failed to execute satisfactorily to be carried out by others on his behalf, in accordance with the provisions of the Agreement SANRAL may, without prejudice to any other form of recovery, deduct such sum or sums from any monies due or which may become due to the Supplier The payment or deduction of such sum or sums shall not relieve the Supplier of his obligation to complete the Works or from any of his obligations or liabilities under the Agreement A penalty of two (2%) percent of the total agreement value per calendar day or part thereof shall be applicable for late-completion or non-completion of the Works Penalties will be applied for non-performance during the Maintenance Phase of the Works as specified Traveling The Supplier is to include all travelling and delivery cost to all the SANRAL sites in his proposal, for which no extra costs will be paid Site Accommodation No supplier personnel will be allowed to stay on site No offices or other facilities are available on site for the supplier.
13 Equipment and Materials The Supplier must safeguard all material and equipment. This responsibility passes to SANRAL from the date that an Inspection Release Certificate in respect of the completed system installation is handed over. It will be the Suppliers responsibility to take out any necessary insurance cover up until the time that the takeover certificate is issued The Supplier can under no circumstance make use of any other Supplier or subcontractor s equipment on site to complete their work, without the prior written consent of the other Supplier or subcontractor and SANRAL Software Licensing The Supplier shall procure all software in the name of SANRAL and deliver the original of all such licenses and software to SANRAL before the completion of the Installation Phase of the Works Vacation of Site The Supplier shall hand the site back to SANRAL in the same condition as it was before the commencement of the works. Failing to do so, SANRAL will effect all repairs, replacement and/or cleaning necessary to return the site to its original condition. All costs associated herewith will be deducted from the payment due to the Supplier Measurement and Payment The Supplier shall submit to SANRAL, on completion of the Installation Phase of the Works and acceptance thereof by SANRAL (refer to Project Specifications), in a form that SANRAL may reasonably require, an invoice of the amount it claims in accordance with the provisions of this Agreement Payment shall be made within 30 (thirty) calendar days of receipt by SANRAL (at its nominated address for invoices) of a valid invoice and statement, from the Supplier If any sum payable under this Agreement is not paid within 30 (thirty) calendar days after the due date then (without prejudice to the Supplier s other rights and remedies) the Supplier shall be entitled to receive interest compounded monthly on the amount owing during the period of delay. Interest shall be calculated at 0.5 (half) percentage point above the prime rate charged by the Supplier s bank at the time. The Supplier shall be entitled to such payment without formal notice Settlement and Disputes Any dispute or difference of any kind whatsoever between SANRAL and the Supplier in connection with or arising out of this Agreement (whether during the execution of the agreement works or after their completion and whether before or after the termination, abandonment or breach of this Agreement) shall be settled by reference to SANRAL.
14 If a dispute cannot be settled between the two parties, then the chief executive officers of the two parties shall meet and endeavor to resolve issues between them If the agreement between chief executive officers cannot be reached within 49 (fortynine) calendar days after receipt by one Party of the other Party s request to do so, the dispute may be submitted by either party to the Gauteng High Court for urgent or interim relief Notwithstanding any contrary provisions in this Agreement, any Party shall have the right to approach the North Gauteng High Court for urgent or interim relief Non Renouncement and Statutory Powers Notwithstanding any provision contained in this Agreement or any right or obligations arising there from: SANRAL does not renounce any of its statutory powers; and both parties record SANRAL's power to act in accordance with the existing or future Acts of Parliament or regulations made by virtue thereof and that this Agreement shall not affect such powers in any way whatsoever; and SANRAL shall have the right to refuse to furnish any information or documentation that the Supplier may request in terms of this Agreement if SANRAL is of the opinion, based on reasonable grounds, that such information or documentation is confidential, or if the disclosure of such information or documentation will infringe another party's copyright or any other right or breach a relation of trust between SANRAL and another party Confidentiality Save as may be otherwise stipulated elsewhere in this Agreement, the Supplier shall not, at any time after the Signature Date and warrants that it has not at any time prior to the Signature Date directly or indirectly used any Confidential Information for any purpose other than the Permitted Purpose; and/or directly or indirectly disclosed, or directly or indirectly used, whether for its own benefit or that of any other person, any Confidential Information other than for the Permitted Purpose; and/or provide any person with Confidential Information itself The Supplier acknowledges and accepts that all intellectual property relating to the Confidential Information, belongs to SANRAL and such Confidential Information and such intellectual property may not be used or reproduced for any purpose whatsoever other than the Permitted Purpose.
15 Notwithstanding the above Confidential Information may be disclosed by the Supplier to the extent to which disclosure is required by law (excluding contractual obligations), or for purposes of court proceedings The Supplier may disclose Confidential Information and Confidential Records to, and permit the use thereof by, the Supplier s directors, responsible employees and professional advisors who require such disclosure for the purpose of this Agreement and/or such Party implementing or enforcing this Agreement or obtaining professional advice or for the purpose of complying with any law. If any such director, employee or professional advisor commits an act or omission which would have been a breach of this Agreement had such director, employee or professional advisor been bound by the provisions hereof, then such act or omission (as the case may be) shall be deemed to be a breach of this clause by the Supplier Should the Supplier ("the Defaulting Party") commit a breach of any of the provisions of this Agreement, then SANRAL ("the Aggrieved Party") shall be entitled to claim specific performance by the Defaulting Party of all the Defaulting Party's obligations, in either event without prejudice to the Aggrieved Party's rights to claim damages. The aforegoing is without prejudice to such other rights as the Aggrieved Party may have at law Entire Agreement The Agreement constitutes the entire understanding between the parties relating to the subject matter of this Agreement and supersedes all prior representations, negotiations or understandings, proposals or prior arrangements, oral or written with respect hereto, except in respect of any fraudulent misrepresentation made by either party The Supplier shall be deemed to have waived and renounced any condition printed upon any stationary used by them for the purpose of or in connection with the submission of the proposal.
16 2. BACKROUND 2.1 Overview The South African National Roads Agency SOC Limited is soliciting proposals from qualified Proposer/s to enter into an agreement for the provision of Database Administration and Managed services (Oracle and Microsoft SQL Databases). The agreement will be for a base period of Three (3) years from the date of award, with an option to renew for 2 years purely at the sole discretion of SANRAL The South African National Roads Agency SOC Limited (SANRAL) is a company established in terms of the National Roads Act, Act 7 of SANRAL OFFICES (DATABASE SITE LOCATIONS) OFFICE LOCATION ADDRESS Head Office Pretoria 48 Tambotie Avenue, Val de Grace, Disaster Recovery Centre Centurion 36 Assegaai Wood Street, Rooihuiskraal 2.2 Objectives The South African National Roads Agency SOC Limited (SANRAL) requests proposals for Managed Service Support of its Oracle and SQL Databases. Proposers will be required to perform all Database Administration (DBA) related tasks, on a schedule that will not interfere with SANRAL s normal business operational hours (Monday to Friday 08:00am-17:00pm). 2.3 SANRAL Environment Summary Server Type: Virtual Server (VMware 5.5) Server Operating Systems: Windows 2008 R2 / Database Versions: Oracle and 12c, Microsoft SQL 2008 / SQL Server 2012, Express, Standard Edition and Enterprise 2.4 Database Managed Services Provide both proactive and reactive database support. Proactive database support should ensure that SANRAL s database environment receives the preventative care it requires to ensure availability to respond to critical business needs with integrity.
17 SANRAL requires expert DBA services to provide routine tasks, such as patching, backups, configuration and installation. Other support tasks should be tailored to SANRAL s unique database environment. This includes customized deployment procedures, refresh methodologies, failover and replication routines that require focused attention beyond rudimentary knowledge application. 2.5 Current Database Landscape The largest database currently in operation is related to the ITIS (Integrated Transport Information Services). ITIS provides services for a variety of software solutions in operation at SANRAL. The demands and size of the databases are growing rapidly as the services get adopted by new users. Currently there are 200+ active users on the system; however this is predicted to grow to over 1000 users within the 12 months. The sizes of the database and transaction volumes are also proportionally growing. As the importance of the software solutions are increasing the need for a mission critical and scalable environment is becoming essential to the success of the software solutions The development of the ITIS solutions has always involved cutting edge technology as it pushes the boundaries for software within the transport industry, the utilization of the latest software technologies is key to its success. It is thus important that the entity managing the database environment provides a solid foundation while still maintaining a passion for innovation that will assist in paving the way forward for the future of SANRAL products. 2.6 Oracle Database instances There are currently three instances of the ITIS database running on: ITIS Production: 1 TB Disk space usage, high transaction volume, 20 GB Memory usage ITIS_QA: 1 TB Disk space usage, low to medium transaction volume, 2 GB Memory usage ITIS Development: 1 TB Disk space usage, low to medium transaction volume, 2GB Memory usage One instance of the Hummingbird Docs database on version DOCS Production: 1 GB Disk Space, Medium transaction volume, 2 GB Memory usage 2.7 Oracle Management Software Enterprise Manager 12c needs to be setup and maintained for database monitoring and tuning Oracle Application Lifecycle manager is required for management of the instances and compliance
18 Oracle Database features in use SANRAL currently using following Oracle Software Products and proposers will be required to provide DBA functions in terms of configuration and support all these products: Database Enterprise Edition Spatial and Graph Database Lifecycle Management Diagnostics Pack Tuning Pack Knowledge of the following Oracle database features would be required to successfully maintain the ITIS database instances. The ITIS use of Oracle database features is quite extensive, however these features are important as they could impact the DBA activities required Oracle Spatial Parallel optimization Automatic memory management Workspace Manager Scheduler Remote Database Links 2.9 SQL Server instances SQL Server ITIS Reporting services SQL Server 2008, 2012 and future releases SANRAL requires expert DBA services to provide routine tasks, such as patching, backups, configuration and installation. Other support tasks should be tailored to SANRAL s unique database environment. This includes customized deployment procedures, refresh methodologies, failover and replication routines that require focused attention beyond rudimentary knowledge application SQL Server Reporting Services High volume reporting services instance needs to be maintained 2.11 Compliances required SANRAL requires evidence from proposer/s that their service offering complies with the required scope of work listed in section 3 of this document:
19 19 3. SCOPE OF WORK 3.1 Database administration and Managed Services (Oracle and Microsoft SQL) The proposer shall deliver database administration and managed services and all related services specified in this document remotely and at SANRAL s premises at 48 Tambotie Avenue, Val de Grace, Pretoria, 0184 and the Disaster Recovery Site located at 36 Assegaai Street, Rooihuiskraal The specified requirements in this document are the minimum requirements of the tender. Proposers are at liberty to indicate higher responses than the minimum levels SANRAL requires expert DBA services to provide routine tasks, such as patching, backups, configuration and installation of current and future database instances. Other support tasks should be tailored to SANRAL s unique database environment. This includes customized deployment procedures, refresh methodologies, failover and replication routines that require focused attention beyond rudimentary knowledge application. 3.2 Database Support Services: Database Health Checks Proactive Administration Clear Roles and Responsibilities DBA Flexibility and Scalability Primary and Support DBAs Collaboration and Delegation 3.3 Technical Support and Troubleshooting inclusive of but not limited to points mentioned below: Performing database starting, shutdown, handling critical database errors and troubleshooting, resolution of errors, database crash recovery Troubleshooting of issues related to the database and providing solution for the same Co-ordinate with application and other teams to resolve the technical issues even though they are not directly related to databases Logging of cases, raise Service Requests with relevant OEMs like Oracle etc. to resolve the corresponding issues Database administration and maintenance to meet performance standards; maximize efficiency and minimize outages on regular and needs basis Deploy and manage scripts to check for basic database health and proactive monitoring after relevant approvals.
20 Proactively monitor and review database logs and errors and take appropriate measures to resolve the same Setting and tuning system parameters for optimum database response and performance Database indexing, buffer and cache management, monitoring databases for faults & errors, reorganizing databases, managing database space & table space and aligning database management with IT infrastructure requirements of the organization Administration of all database objects, tables, clusters, indexes, views, sequences, packages and procedures Quarterly review of database performance & ensure appropriate measures for improvement post approvals. Publish quarterly performance reports. This is applicable to all databases Recommendation of standard operating procedures for optimizing performance of database Support for User management including user creation, maintenance of user profiles, granting user access and authorization including roles and responsibilities. Password management is a part of support functionality. 3.4 Implementation Support Database specific functionalities like Oracle Installation and Configuration, DB Replication (Oracle Data Guard / SQL Mirroring / log shipping etc.), Database version upgrade, instance monitoring/ tuning, instance failover and recovery, restoration of database shall be part of DBA services Configuration support to achieve requirements of application as well as need basis resolution of problems if any Database specific functionalities mentioned above shall not be restricted to Oracle and shall be made available for other existing, production, new databases of the organization Perform Capacity Planning for database sizing, requirement of disk storage space, backup tapes and methodology for existing and new databases in consultation with relevant teams of the organization Installation/ re-installation of all the databases (presently Oracle) of the organization Creating databases, maintenance of databases for testing, development and production usage. 3.5 Database & Application Support Conduct Random health checks on the databases and prepare performance reports Assist Business Side System Administrators on database issues/errors Conduct routine maintenance tasks on the database servers for proactive monitoring like deleting log files, dump files, error correcting.
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North London Plumbing & Heating Terms and Conditions Christopher Michael Darby North London Plumbing & Heating 2 Perth Road Wood Green London N22 5RB 0203 592 4340/07400 616 686 email@example.com 1 DEFINITIONS
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NEW ERA LIFE INSURANCE COMPANY GENERAL AGENT S CONTRACT For Name Of Address City State Zip P.O. Box 4884 Houston, Texas 77210-4884 200 Westlake Park Blvd. Suite # 1200 Houston, Texas 77079 1-800-713-4680
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