tenders

Date:    12/06/1447 AH
Corresponding:    03/12/2025 AD
Ref. Number:    T – IT – 008

Main Information:

Schedule of Submission:

Agreement Period:

Two Calendar Year

Statement of Work:

Application Support:

Service Level Agreement (SLA):

• SLA sets out the terms and conditions under which the services specified in this document shall be provided.

• SLA aims to establish a basis and framework for providing high-quality services that meet the requirements and

needs of AL DAWAA.

• SLA is applicable for incidents and service requests only. The Contractor shall provide and present the Service Level Agreement in a clearly defined manner that prevents confusion or misinterpretation of controls and bases upon which the service shall be provided as well as the obligations of SLA parties towards each other.

• SLA shall also specify the time periods for responding and processing requested services as well as the technical and functional escalation mechanism, service availability, and importance levels, along with indicating how to measure service performance levels. SLA shall include at least the following:

Service Availability:

The timing at which the service shall be made available. The productivity period shall include at least the provision of service throughout the year.

Importance Levels:

Requests shall be categorized into several levels of importance, given the type of service recipient (job position), the overall impact of service on business (Impact) and urgency (critical times when service shall not be interrupted as test times or payment times).
Importance classification shall be like the following:

1. Critical.
2. High.
3. Low.

Response and Processing Period:

Response Period: (The period starting from receiving the recipient’s request which is duly submitted until initiating any action on the service by the team). The Contractor shall determine the response period of the first support team for service requests at different levels. The shorter the period is, the more likely is Contractor’s efficiency and ability to provide better service.

Processing Period: (The period starting from initiating action on a service request, including escalating the same to a higher level until the completion of the due provision of service to the recipient). The Contractor shall specify such period at all levels. The shorter the period is, the more likely is Contractor’s efficiency and ability to provide satisfactory service and the more likely is the chance to accept its bid. Response and processing period by which the Contractor shall abide shall be specified by filling a table like the below table:

Escalation Management:

To ensure interest in processing the recipient’s request, the request or issue shall be technically or functionally escalated to a higher processing level to be determined by the Bidder in accordance with request priority.

Technical Escalation:

Processes requiring higher technical capabilities shall be escalated by the support officer at a certain level to a higher level according to the escalation matrix.

The Bidder shall specify the escalation destination in the escalation matrix (such as Bidder’s engineer or expert) until the issue is processed, noting that the processing period at the higher level to which the issue is escalated is within the processing period of the escalating level as per the originally specified processing period, not a new period.

Functional (Administrative) Escalation:

When the service is delayed, at different levels of support, beyond specified response or processing period, or when the response level or solution provided by the technical support team is inconsistent with the established policies and regulations, the issue shall be escalated to a higher level according to the Functional Escalation Matrix.
The Contractor shall specify the entity/officer to which/whom the issue shall be escalated.

Service Performance Level Assessment:

To ensure that the service is provided satisfactorily, the Contractor shall be assessed by AL DAWAA through the Service Performance Indicators Table below. The assessment shall be based on determining the contractor’s entitlement to payments:

Determining the percentage of due payments based on the results performance rate and its score for specified segments. If the Contractor receives a performance percentage of less than 90%, a Low-level Service Record shall be executed indicating the reasons for such a decline in service below the acceptable percentage. 

The service level agreement between AL DAWAA and Contractor shall be reviewed if deemed fit by AL DAWAA, and additions or deletions may be made thereto.
The performance score will be determined on a monthly basis at the monthly performance review meeting with the designated team lead. In addition, the performance review will be aggregated on a quarterly basis in order to be reflected on the payment.

Obligation from the Contractor:

A Contractor must provide the root cause analysis after solving the
incident & problem management, the

ticket should not be closed without root cause mentioned and necessary
documentation attached.

• Meet all response and agreed times associated with the respective
services and related incidents,

problems, and changes.

• All services performance indicators will be based on AL DAWAA IT
Service Management system.

• Generate and provide AL DAWAA all required reports on service levels,
incidents, problems, changes, releases, and configuration management.

• Notify AL DAWAA of any expected “Downtime”, excluding any Downtime
which occurs or is about to occur

during the Maintenance Window.

• Notify AL DAWAA of any expected failure or performance issue of the
current ERP infrastructure.

• Notify AL DAWAA of any new release or upgrade 60 days in advance.

• Have a daily back-up at the end of each day of all ERP data.

• Upgrade the ERP to the latest version without affecting business
continuity nor require additional testing

or training.

• In case of upgrade impact on business continuity, contractor must
notify AL DAWAA 60 days in advance with

such an upgrade along with the implementation plan to be approved by AL
DAWAA

• Notify AL DAWAA of resources vacation plan 30 days in advance and
have a proper replacement during the vacation period. Considering the
period of the handover to be a 1 week where both resources must work in
parallel, the handover to the new resource must be signed off by the
new resource and the sign-off document will be shared with AL DAWAA.

Service Level Reporting:

Documentation:

The following documents should be developed and delivered before, during, or after the project depending on the document’s nature:

1. Data Migration

NA

2. System Integration

Should support the existing integration and develop new integration if required

3. Training

Training to business users based on requirement or service request

4. UAT

Conduct UAT for all change requests

SAP Consultant qualification

The consultants should have the following:
• At least 5 full cycle implementations experience with Saudi localization.
• SAP Integration for the relevant modules
• Al-Dawaa will appoint a project manager to be responsible for arranging all communications with relevant parties and assuming project management tasks. In return, the Contractor shall provide the Project Organization Structure
• Mobilization should be done within 2 weeks maximum from the date of award for onsite resources and a week for offshore resources.
• Arabic speakers are a must for All applications.

Certificates and documents required:

1- The company’s commercial register.
2- VAT registration certificate.
3- A certificate from the General Organization for Social Insurance.
4- Certificate of affiliation with the Chamber of Commerce.
5- Company Profile.

Work Description:

If you wish to participate and for any further inquiries, please contact the email attached below:
tenders-it@al-dawaa.com.sa

Please keep in mind that your inquiries and any required data will be received until,
17-12-2025. the deadline for receiving the technical and financial offer from you will be on, 17-12-2025 at 3:00 pm.

Basis for bidding:

1- The financial offer must be submitted in a separate, closed and sealed envelope, and include a detailed price offer.


2- The technical offer in a separate, closed and sealed envelope, which includes all the certificates and documents mentioned above.


3- Delivery of offers shall be by hand delivery or any approved delivery company to the following address: (Khobar – Al-Dawaa Company for Medical Services – the company’s offices in Eastern Cement Tower)

No. : M-C-002
Date : 17-11-2025

To : Maintenance and Operation Companies.

Subject:
Invitation for renewing maintenance contracts in Al-Dawaa Company.

Dears,

We are pleased to invite your esteemed company to participate in renewing the maintenance contracts for Al-Dawaa Company which include:

• Air conditioning maintenance contract.

• Fire Fighting maintenance contract.

• Pest control contract.

• Signage cleaning contract.

• Sutter doors maintenance contract.

For further clarifications in order to get the full details, terms and conditions, you can communicate with us on the below E-mail Address.

maintenance@al-dawaa.com.sa

Best regards and good luck for all

Support Services management

Date: 20 / 05 / 1447 - AH
Corresponding: 11 / 11 / 2025 - AD
Ref. Number: T – C – 007

LETTER OF INVITATION

Main Information:
Project Name: Al-Dawaa logistic area
Location: Hotat Sudair City - Riyadh
Letter Title: Fully construction (ARCH, Civil and MEP) for the workshop
Reference Number: T – C – 007

Schedule of Submission:
Date of Invitation: 11-11-2025
Date of Submission of Queries: 25-11-2025
Date of Submission of Qualification Documents: 09-12-2025

Activity and Classification Field:
Field: Construction of the logistic area

Construction Work: Fully Construction (ARCH, Civil and MEP) for the workshop

Details: For any clarification, send an e-mail to the below:
tenders@al-dawaa.com.sa

Schedule of Execution:
Starting Date: 15-12-2025
Ending Date: 15-07-2026

Best of Luck
Support Services Management

No. : T-F-021

Date : 10-11-2025

To : Respective insurance companies

Subject:

invitation to submit quotes for property insurance for Al-Dawaa Medical Services Company.

Dears,

We are pleased to provide you with events to provide property insurance quotes for Al-Dawaa Medical Services Company in different regions and cities of the Kingdom of Saudi Arabia.

For further clarifications and to get the full details, terms, conditions and along with the specifications tender document, you can communicate with us on the below E-mail Address.

tender@al-dawaa.com.sa

Or contact the insurance department officer by phone: 0569766000

The criteria for evaluating the submitted offers are as follows:

• The company's presence in the Saudi market and its performance index.

• The volume of insurance coverage with other clients.

• Years of experience in the Saudi market.

• Prices and insurance coverage provided in the offers.

• The total Premium is calculated in the offers.

Note that: your inquiries and any required information will be received until 24/12/2025

The deadline for receiving your technical and financial offers will be on 10/01/2026 at 4:00 PM.

No consideration will be given to any proposal submitted after the above specified date and time.

Best regards and good luck for all

Support Services management

No. : T-F-020

Date : 10-11-2025

To : Respective insurance companies

Subject:

invitation to submit quotes for vehicle insurance for Al-Dawaa Medical Services Company.

Dears,

We are pleased to provide you with events to provide vehicle insurance quotes for Al-Dawaa Medical Services Company in different regions and cities of the Kingdom of Saudi Arabia.

For further clarifications and to get the full details, terms, conditions and along with the specifications tender document, you can communicate with us on the below E-mail Address.

tender@al-dawaa.com.sa

Or contact the insurance department officer by phone: 0569766000

The criteria for evaluating the submitted offers are as follows:

• The company's presence in the Saudi market and its performance index.

• The volume of insurance coverage with other clients.

• Years of experience in the Saudi market.

• Prices and insurance coverage provided in the offer.

• The total Premium is calculated in the offers.

Note that: your inquiries and any required information will be received until 28/11/2025

The deadline for receiving your technical and financial offer will be on 10/12/2025 at 4:00 PM.

No consideration will be given to any proposal submitted after the above specified date and time.

Best regards and good luck for all

Support Services management

Number :‌‌ T-F-012
Date :‌‌18/05/1447‌‌ AH‌‌
Corresponding to :‌‌09/11/2025‌‌ AD‌‌
To : Companies operating in the travel and tourism sector
Subject:
Invitation to submit a proposal to meet the company’s requirements for flight and hotel bookings, meetings, and related activities.

Dear Sirs,
We are pleased to invite you to participate in the tender for implementing and fulfilling the company’s requirements related to various bookings, including flight reservations for the company’s employees, meetings, hotel bookings, and others.

The scope of work includes the following:

• Booking domestic and international flight tickets for the company’s employees and their families, whether for business trips inside and outside the Kingdom or annual vacation trips.

• Booking domestic and international accommodations in hotels and furnished apartments.

• Booking meeting halls and various event venues.

• Issuing travel visas and handling all related procedures and other travel and tourism-related activities.

In case of interest in participation and to obtain more details, please contact us through the email below:
tenders@al-dawaa.com.sa

Please note the following:

1- The proposal must be submitted in two separate sealed and stamped files one containing the technical offer and all company-related documents, and the other containing the financial offer only.

2- Financial Offer: The proposed execution price should be provided as follows:

• Flight tickets: The financial value to be added to the actual cost of the ticket issued by the airline.

• Hotel and apartment bookings: The percentage to be added to the actual booking cost.

• Meeting hall bookings: The percentage to be added to the actual booking cost.

3- Technical Offer: The following documents must be provided:

• Administrative structure.

• Governmental documents, including (Commercial Registration  VAT Registration Certificate – Social Insurance Certificate, and others if available).

• A summary of experience in the same field.

• Contracts and partnerships with parent companies operating in the same field.

The evaluation criteria for technical offers will be based on the following:

• Availability of the documents mentioned above in the technical offer.

• Relationships and contracts with parent companies working in the field of travel and booking services.

• Years of experience in the same field.

∙ Please note that inquiries and questions will be accepted until 30-11-2025.
∙ The deadline for receiving the technical and financial offers will be 10-12-2025 at 5:00 PM.
∙ Note: The company reserves the right to review the actual cost invoices recorded in the official financial accounts of the service provider and in accordance with the actual travel class.
∙ Any offers submitted after this date and time will not be considered.

We wish everyone the best of luck.

Support Services Department