FOR THE SUPPLY AND INSTALLATION OF INTERNET AND PHONE SERVICES UNITED NATIONS HIGH COMMISSIONAR FOR REFUGEES FOR SUB-OFFICE HONG KONG SPECIAL ADMINISTRATION REGION OF CHINA

The Office of the United Nations High Commissioner for Refugees (UNHCR), established on 14 December 1950 by the United Nations General Assembly1, requests your price quotation for the following services specified in this Request for Quotation (RFQ). 

REQUIREMENTS 

1. Service Details 

• High service availability (not less than 99% uptime) 

• Overall service reliability must not be less than 97% uptime 

• Available bandwidth upgrade path if needed by UNHCR during the time of the contract 

• Reliable fiber-optic data link between UNHCR premises to the ISP backbone and to the internet 

• An SLA to be monitored and executed in tandem with the agreed contract 

• DIA with 16 fixed IP addresses, 35 IP phone setup in Jabra with 99 voice message and 2 ifax  

• Specify proposed reparations to compensate for significant/extended outages 

• Dedicated bandwidth (if not, please specify ratio) 

• Packet loss of no more than 0.2% and average one-way jitter less than 30ms 

• End-to-end latency to ISP < 15ms and to internet < 100ms 

• Provide network architecture indicating how link will be connected to the backbone and the internet (i.e. domestic and international) 

• Details of content filtering or blocking of certain types of protocols (if any) 

• Provide help desk support hours 

• Provide names of three major clients in the country for service reference 

2. Help and Installation 

• Contact for service faults by phone, email and on-site visit must be available 

• Guaranteed response time of less than 4 hours 

• Helpdesk support rendered both in Chinese and English 

• Support related to the installation and maintenance of the contract must be included 

• All additional support-related charges should be documented in the contract 

3. Equipment provided 

• Use of necessary routers and modems should be included and can be the property of the service provider 

4. Communications 

• Must provide SLA details and escalation matrix 

• Must provide contact numbers and email addresses for administrative, account and billing enquiries 

• Guaranteed response time for administrative, account and billing enquiries must not exceed 1 business day 

5. Bandwidth rates 

• Provide 1 gbps up and down dedicated 

6. Place of Installation 

• 1st Floor, Eaton House, 380 Nathan Road, Kowloon, Hong Kong 

7. Contract Period 

• Two years + one year extension (2+1 year), start date 1st of May 2024 

8. Technical Support 

• 24 x 7 technical support 

Please include the following price information in your quotation: 

• Currency: Hong Kong Dollar 

• Total Monthly Cost  

• Installation Charges (if any) 

Please note that UNHCR has tax and duty exemption status.