IT Support Agency at DKT International

Purpose

DKT Nigeria seeks to engage a professional IT Support Agency to provide reliable support for SAP Business One (ERP) and general IT services, ensuring operational efficiency, system stability, and business continuity.

Proposal

It is proposed that DKT Nigeria engages a qualified IT Support Agency to deliver remote-first support services, with scheduled on-site visits twice weekly or as required for critical issues.

Scope of Services

The IT Support Services Agency will provide:

• SAP Business One (ERP) Support 
  • System support, troubleshooting, and issue resolution 
  • System updates, configuration, and performance optimization 
• General IT Support 
  • End-user support (hardware and software issues) 
  • Network and infrastructure support 
  • System installation, maintenance, and updates 
  • IT asset tracking and basic vendor coordination 
• Service Delivery Mode 
  • Primarily remote support 
  • On-site support twice weekly and/or on-demand for critical issues 

Rationale for Engagement

• Access to specialized SAP and IT expertise 
• Faster issue resolution and reduced downtime 
• Improved system reliability and user support 
• Scalable support aligned with operational needs 

Governance & Service Expectations

• Defined Service Level Agreements (SLAs) 
• Compliance with DKT Nigeria IT and data protection policies 
• Regular reporting and performance tracking 
• Availability for remote and scheduled on-site support 

Duration & Financials

• Engagement on an annual basis, subject to renewal based on performance 
• Payments to be structured in line with agreed milestones and deliverables