FRESHSERVICE ENTERPRISE AGREEMENT

The South Carolina Department of Natural Resources is seeking bids for a one-year Enterprise Agreement to renew the Freshservice Enterprise ITSM solution, specifically targeting 20 licensed agents, 2,500 managed assets, and Orchestration capabilities including Freddy AI Agents. The solicitation, issued under NAICS code 518210 and identified by number 5400029864, is an Invitation for Bid with a submission deadline of June 26, 2026, at 10:00 a.m. Eastern Standard Time. Only authorized resellers of Freshworks Enterprise are eligible to respond, and all offerors must demonstrate full capability to perform and maintain integrity and reliability in execution. Award will be made to the lowest responsible and responsive bidder, with unit prices governing over extended prices in evaluation. Performance is required at the Department’s location in West Columbia, South Carolina, and payment will be processed via electronic funds transfer upon submission of proper invoices, with contractors responsible for providing accurate EFT details to the State Treasurer’s Office. Contractors must comply strictly with state and federal requirements including clauses on illegal immigration, bankruptcy protection for government information, information security definitions, indemnification for intellectual property, and third-party claims. Data handling is restricted to the continental United States with mandatory implementation of administrative, physical, and technical safeguards to ensure confidentiality and integrity. Insurance requirements include primary general liability coverage from companies with an A.M. Best rating of A: VII or higher, with original certificates submitted before work commences. Contractors must also certify that they and their principals are not debarred, suspended, or under criminal or civil investigation for specified offenses, and have not had any public contracts terminated for default in the past three years. Any erroneous certifications may result in contract default termination. Organizational conflicts of interest must be disclosed immediately post-award, and subcontractors must be bound by the same information security and compliance obligations. Proposals must be submitted online through the Sceis portal, or via FEDX, UPS, or USPS to the specified address, with no emails or faxes accepted. All documents must be signed and uploaded in the exact order specified, with confidentiality markings applied only to sensitive portions—not the entire submission.