1. Support Channels for Bidders
SayPro offers multiple support channels to assist potential bidders in understanding the bidding documents, procedures, and expectations. These include:
A. Dedicated Procurement Support Desk
- Operated by trained procurement officers during business hours (Monday to Friday, 08:00 – 17:00 SAST).
- Accessible via:
- Email: procurement@saypro.online
- Phone: +27 (0)11 123 4567
- Live Chat: Available on the SayPro procurement portal.
B. Virtual Helpdesk Sessions
- Weekly live Zoom sessions hosted during the bid window, allowing bidders to ask questions in real-time.
- Schedule is published on the SayPro website.
- Session recordings are uploaded for those unable to attend live.
C. FAQ and Knowledge Base
- A continuously updated Frequently Asked Questions (FAQ) section is available on the bid page.
- Includes guidance on technical, administrative, and compliance-related queries.
- Bidders can search for answers or submit new questions anonymously.
2. Clarification Requests
Formal Submission of Questions
Bidders requiring additional information or clarification on any aspect of the bid documents (such as technical specifications, delivery timelines, eligibility criteria, or evaluation methodology) may submit their queries formally as follows:
- Submission Deadline: All clarification requests must be submitted no later than 7 calendar days before the bid closing date.
- Method:
- Submit via the SayPro procurement portal under the relevant tender’s “Clarifications” tab.
- Alternatively, send an email to clarifications@saypro.online, indicating the bid reference number (e.g., SCMR-1-2025Q1) in the subject line.
SayPro Response Process
- The procurement team reviews all incoming questions and coordinates with the relevant internal departments to provide official responses.
- A Clarification Bulletin is issued within 48–72 hours of receiving the query, containing:
- The original question (anonymized)
- The official SayPro response
- Bulletins are shared with all registered bidders to ensure equitable access to information.
3. Additional Support Measures
Pre-Bid Briefings (Optional but Recommended)
- SayPro hosts structured Pre-Bid Briefing Sessions (virtual or physical, depending on bid scope) at the beginning of the bidding period.
- These sessions cover:
- Overview of the project or service required
- Key bid requirements and compliance tips
- How to submit on the SayPro portal
- Common pitfalls to avoid
Document Interpretation Assistance
- Bidders with limited technical expertise or first-time participants can request one-on-one document walkthroughs.
- Requests must be booked in advance and are subject to availability.
Language Support
- While the primary language of submission is English, SayPro provides limited interpretation support in other official South African languages on request.
4. Ensuring Fairness and Confidentiality
- All questions and clarifications are anonymized before responses are shared with other bidders.
- SayPro does not provide one bidder with exclusive or privileged information.
- Every effort is made to ensure that all vendors are operating on a level playing field.
5. Continuous Improvement and Feedback
- After each bidding round, SayPro invites feedback from participants regarding the support and clarification process.
- Feedback is reviewed to improve the system and address recurring issues in future bid rounds.
Summary: Bidder Support Services at a Glance
| Service | Description | Access Method |
|---|---|---|
| Helpdesk Support | Live assistance with submission queries | Email, Phone, Live Chat |
| FAQ & Knowledge Base | Self-service repository of bid-related questions | SayPro Website |
| Clarification Bulletins | Official responses to submitted questions | Posted online & emailed |
| Pre-Bid Sessions | Overview of bid requirements | Scheduled Zoom/Teams Calls |
| One-on-One Support | Personalized walkthroughs | By appointment |
| Language Assistance | Support in other SA languages | On request |
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