ANNUAL CONTRACT FOR MANAGED SERVICES - DIR

RFQ GUIDELINES

SAWS requests that all pricing furnished include delivery/freight (i.e., F.O.B. Destination).

Each item listed shall be awarded to the bidder providing the overall lowest qualified bid, base year and extensions considered, if applicable.

SAWS reserves the right to award this RFQ to one source.

Terms and conditions of this RFQ and resultant contract shall be in accordance with DIR.  Bid responses received from vendors that do not have an active DIR will be deemed as non responsive and will not be considered for award. DIR REQUIRED

Electronic quotes can not be accepted after the specified date/ time.  Quotes received late will not be considered in the evaluation.

SCOPE: The San Antonio Water System is soliciting quotes for a qualified vendors to provide managed services for its Identity Governance & Administration and Access Management systems, specifically SailPoint Identity Security Cloud (ISC). This initiative supports SAWS’s goal to enhance operational efficiency and ensure secure identity lifecycle management. SAWS anticipated budget for this managed services engagement is $100K. Vendor must be a SailPoint Authorized MSP and provide a Texas DIR contract number.
- Ensure reliable and secure operation of SailPoint ISC environments (Development, Production).

- Supplement internal IT teams with expert managed services.

- Maintain compliance with internal IT policies and external regulatory requirements.
The selected vendor will:

- Provide remote managed operations and support services.

- Configure new certification campaigns.

- Support operations including application administration, break/fix support, advisory services, and feature enhancements.

- Maintain lifecycle management processes and certification campaigns.

- Provide Level 2+ support and collaborate with software manufacturers.

- Participate in quarterly service reviews and provide performance metrics.
Vendor Requirements:

- Proven experience with SailPoint ISC and ability to deliver services remotely.

- Must be a SailPoint authorized Managed Service Provider (MSPs).

- Must provide Texas Department of Information Resource Contract

- Compliance with SAWS Network Access Security Policy or equivalent.

- Provide designated technical and account management staff.
Vendors must meet the following SLA targets:

- P1 (Critical): Response in 30 mins, resolution within 4–8 hours.

- P2 (High): Response in 30 business mins, resolution within 12–24 business hours.

- P3 (Medium): Response in 2 business hours, resolution within 3–5 business days.

- P4 (Low): Response in 4 business hours, resolution within 21 business days.
Staffing Expectations:

- Application Consultants

- Technical Account Manager

- Application Team Lead

- Director of Managed Services

- Account Manager

This contract will be for one (1) year CONTRACT TERM: AUGUST 1, 2025 TO AUGUST 1, 2026 with three (3) one (1) year renewal options to renew.

Bid must be valid for 90 days.
We highly recommend online submission. This expedites the process and reduces errors for both buyer and supplier.

For technical assistance, please contact Ion Wave's Customer Success Team:  1-866-277-2645 x 4 or email support@ionwave.net.

To report suspected ethics violations impacting the San Antonio Water System, please call 1-800-687-1918.