Freshservice enterprise agreement

The South Carolina Department of Natural Resources is requesting sealed bids for a one-year Freshservice Enterprise IT Service Management (ITSM) licensing and services renewal agreement, with bids due June 26, 2026 at 10:00 a.m. EST and award notification on the same date. Bidders must be an authorized Freshworks Enterprise reseller — a mandatory eligibility requirement that filters the competitive field.

The scope covers Freshservice Enterprise licensing, including Freddy AI Agents with capacity of 20 agents, Managed Assets supporting 2,500 items, and Orchestration capabilities. The contractor is responsible for managing payment and invoicing between Freshworks and SCDNR throughout the contract period. Pricing must be submitted in US dollars on a fixed basis for the one-year term, estimated to run from June 29, 2026 to June 28, 2027.

General liability insurance with minimum $1 million per-occurrence coverage and information security and privacy insurance with limits of at least $1 million per claim and $3 million aggregate are required prior to contract start. Award will be made to the lowest responsible and responsive bidder. Bids may be submitted online through the SCEIS portal, by mail, or hand-delivered to the SCDNR Procurement Services office at 260D Epting Lane, West Columbia, SC 29172; facsimile and email submissions are not accepted. Questions must be received by June 11, 2026 at 12:00 Noon EST. The contract incorporates all applicable provisions of the South Carolina Consolidated Procurement Code and applicable regulations.