REQUEST FOR PROPOSAL FOR PROCUREMENT OF
Endpoints with Solutions and Support Services
Ref: SBI/GITC/ATM/2017-18/439 : 10/11/2017
(Changes incorporated as per Corrigendum I 18/11/2017 and Corrigendum II -04/12/2017)
State Bank of India IT-ATM Department
State Bank Global IT Center 2nd Floor, MTNL Building Sector -11, CBD Belapur Navi Mumbai : 400614 (Maharashtra) INDIA
Henceforth, all prospective bidders are requested to refer to e-tender site
https://sbi.abcprocure.com for all subsequent amendments to this RFP from time to time.
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 2 Corrigendum – II 04/12/2017
The following amendments have been carried out at the e-tender site. Notices : Bid Validity period (in days) 365 days
Dates Configuration :
Bid submission start date 18/12/2017 11.00 Bid submission end date 04/01/2018 17.00 Bid opening date 04/01/2018 17.30
Documents : With a view to avoid any ambiguity, pages of each appendix have been numbered. Hence, all documents under notice and documents at e-tender site https://sbi.abcprocure.com are uploaded a fresh including consolidated RFP updated with all the amendments. Further, documents already uploaded at the initial release of RFP dated 10/11/2017 and dated 18/11/2017 are withdrawn from e-tender site. The following appendix are revised and changes are marked with Red / Dark Red Color Fonts. Appendix – 1 - Terms and conditions Appendix - 3 - Bidders Eligibility Criteria* Appendix – 3-2 Bidder Declaration Appendix – 3-3 Client Certificate Appendix – 3-4 OEM Certificate Appendix – 3-5 AB – Support Details (A & B)* Appendix – 3-5 C Location Support * Appendix – 3-6 MAF Appendix – 3-9 Client Certificate Appendix – 4a Technical Bid – HW* Appendix – 4b Technical Bid – SW* Appendix - 6 - Scope of Work Appendix - 7 - Indicative Commercial Bid* Appendix - 7-1 Tax Rate* Appendix - 7a Payment Terms * Appendix – 11 Penalties SLA Terms Appendix-12a SLA-Endpoints and Support Services Appendix-12b SLA-Managed and Support Services Appendix-12c SLA-Agreement for solutions Appendix-13 - NDA * Changes in the Bidding forms. **************************
REQUEST FOR PROPOSAL FOR PROCUREMENT OF
Endpoints with Solutions and Support Services
Ref: SBI/GITC/ATM/2017-18/439 : 10/11/2017 (Changes incorporated as per Corrigendum I 18/11/2017 and Corrigendum II
-04/12/2017)
State Bank of India IT-ATM Department
State Bank Global IT Center 2nd Floor, MTNL Building Sector -11, CBD Belapur Navi Mumbai : 400614 (Maharashtra) INDIA
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 7 Annexure I Notice Inviting e-Tender Confidential & Proprietary
Annexure I
Notice Inviting e-Tender
Request for Proposal for procurement of Endpoints with Solutions and Support Services Procurement of captioned RFP shall be undertaken through Online e-Tender Portal:
https://sbi.abcprocure.com.
Basic Details
Department SBI – IT-ATM Department , GITC, CBD Belapur -400614 Maharashtra
Reference No SBI/GITC/ATM/2017-18/439 Brief scope of work
Request for Proposal for procurement of Endpoints with Solutions and Support Services
Details Scope of work
As per appendix -6 – Single Field confirmation required.
Product / Service / Work Keyword*
Endpoints with solutions and support services
Stage Two Stages : PQB and Price Bid Envelope(s) As per check-list Given Bid Validity period (in days)
365 days
Download Document
After login
Type of Contract Goods and Services
Project Duration / Delivery or Completion period
Seven years
Digital Certificate Required
Yes
Bid submission configuration
Bid Evaluation Multiple item Mode of bid submission
Online
RFP for Procurement of Endpoints with Solutions and Support Services
Page 3 of 7 Annexure I Notice Inviting e-Tender Confidential & Proprietary
Bidding access Open Base currency INR
Bidding Type NCB/Domestic
Consortium Do not allow Bid Withdrawal Allow Upto the Date and time of Bid submission date
and time
Key configuration
Bidding Variant* Buy Pre-Bid meeting Allow
Mode of pre-bid meeting
Offline
Dates Configuration :
Document downloading Start date
14/11/2017 11.00
Document downloading end date
04/01/2018 15.00
Bid submission start date 18/12/2017 11.00 Bid submission end date 04/01/2018 17.00 Bid opening date 04/01/2018 17.30 Pre-Bid Query Submission Date
27/11/2017 11.00
Pre-Bid Meeting start date 04/12/2017 11.00
Pre-Bid Meeting end date 04/12/2017 13.00 Pre-Bid response date 05/12/2017 15.00
Pre-bid requirements : Step : (a) Pre-Bid queries to be obtained Online
Vendor Name
Sl. No
Appendix Page No
Clause No.
Existing Clause
Query/Suggestions
(b) Offline Pre-bid meeting : Pre-Bid Meeting Venue : State Bank of India IT-ATM Department State Bank Global IT Center
RFP for Procurement of Endpoints with Solutions and Support Services
Page 4 of 7 Annexure I Notice Inviting e-Tender Confidential & Proprietary
2nd Floor, MTNL Building Sector – 11, CBD Belapur Navi Mumbai : 400 614 Maharashtra - India (c) Bank will share the responses to the queries requires to be uploaded at Online site
Sl. No
Appendix Page No
Clause No.
Existing Clause
Query/Suggestions Bank Responses to the queries
(d) Bank will share the amendment(s), If any to be published at Online Site 1. Tender Fee:
Pay Non-Refundable Tender Fee of Rs.10000 Online through
https://sbi.abcprocure.com against this RFP.
2. Documents : @Documents viz EMD, if in the form of Bank Guarantee and Pre-Contract Integrity Pact) to be submitted physically before allowing Bid submission to State Bank of India, IT-ATM Department, Global IT Center, 2nd Floor, MTNL Building, Sector – 11, CBD Belapur : 400 614, Maharashtra by 18th December, 2017 17.00 hours , subscribed “EMD and Integrity Pact for RFP No : SBI/GITC/ATM/2017-18/ dated ________________
(i) Earnest Money Deposit : Earnest Money Deposit Rs.10,00,000=00, valid for 18 monthsone year from the
date of bid opening date in one of the following form :
a. Pay Online through https://sbi.abcprocure.com against this RFP
b. @Bank Guarantee [on the lines of Appendix-8], issued by Scheduled
Commercial Bank in India, other than State Bank of India, drawn in
favour of State Bank of India payable at Mumbai. In case, SBI is the
sole Banker for the Bidder, a Letter of Comfort from SBI would be
acceptable
RFP for Procurement of Endpoints with Solutions and Support Services
Page 5 of 7 Annexure I Notice Inviting e-Tender Confidential & Proprietary
(ii2) Pre-Contract Integrity Pact :
@Pre-Contract Integrity Pact duly stamped and signed by the Bidder on each
page and witnessed by two persons as per proforma at Appendix–15.
Check-List : NB : Each compliance submission of Single and Multiple Fields are mandatory and final submission should be with digital certificate. @ Single Field Confirmation : At each Single field submission, confirmation be sought as “ We, have read, examined, understood and agree to execute works without any qualification in a manner and on the terms and conditions stipulated in Appendixes.”
App endix No
Matter e-tender item to be made available as
Single@ /Multiple Fields (each field wise) mandatory Compliance
Upload Documents duly signed by authorized signatory with seal on the letter head of Company without any change in its contents.
0 Environment Overview Line Single
1 Terms and conditions Line Single Appendix-1
2 Bid Form Line Single Appendix-2
3 Bidder’s Eligibility criteria Form Multiple All required documents
3-1 Annual Turnover-Profit Form Multiple ---
3-2 Bidder’s Declaration Line Single Appendix 3-2
3-3 Client Certificate Line Single Appendix 3-3
3-4 OEM Certificate Line Single Appendix 3-4
3-4a OEM Support Details Form Multiple -----
3-5-AB Support Details (A and B) Form Multiple ----
3-5-C Locations Support (C) Form Multiple
3-6 MAF Line Single Appendix 3-6
3-7 Client Certificate Line Single Appendix 3-7
3-8 Similar Projects Form Multiple Appendix 3-8 and Documents as required
3-9 Client Certificate Line Single Appendix 3-9
3-10 Similar Projects Form Multiple Appendix 3-10 and Documents as required
RFP for Procurement of Endpoints with Solutions and Support Services
Page 6 of 7 Annexure I Notice Inviting e-Tender Confidential & Proprietary
3-11a Two locations: CDs Supply, Installation and Maintenance and Managed Service Setup
Form Multiple
3-11b Two locations : Multi-Vendor Software Solution / Agent
Form Multiple
3-11c Two locations : End points Protections / Agent
Form Multiple
4 Technical & functional specifications
---- ----- Technical literature / documents
4-1 Technical Bid Rules Line Single Appendix-4-1
4-2 Acronyms Line Single Appendix-4-2
4a Technical Bid-HW Form Multiple
4b Technical Bid-SW Form Multiple
4c Technical Bid-Servcs Form Multiple
5 Bidder details Form Multiple
6 Scope of work Line Single Appendix-6
7 Indicative Commercial Bid Form Multiple
7-1 Tax Rate Form Multiple
7-2 SIS Form Multiple
7a Payment Terms Line Single Appendix-7a
8 Format for Bank Guarantee as Earnest Money Deposit
Line Single Appendix-8
9 Format for submission of Performance Bank Guarantee
Line Single Appendix-9
10a Proforma of successful Installation of endpoint
Line Single Appendix-10a
10b Proforma of Commission and acceptance - Solutions
Line Single Appendix-10b
11 Penalties and SLA terms Line Single Appendix-11
12a Appendix-12a SLA-Endpoints and Support Services
Line Single Appendix-12a
12b Appendix-12b SLA-Managed and Support Services
Line Single Appendix-12b
12c Appendix-12c SLA-Agreement for solutions
Line Single Appendix-12c
13 Non-disclosure Agreement Line Single Appendix-13
14 Pre Bid Query Online Form Multiple ----
15 Pre-Contract Integrity Pact Line Single Appendix-15
16 Undertaking of Authenticity Line Single Appendix-16
17 Manufacturers' Authorization Form
Line Single Appendix-17
RFP for Procurement of Endpoints with Solutions and Support Services
Page 7 of 7 Annexure I Notice Inviting e-Tender Confidential & Proprietary
18 Hardware and Software requirements of the solution (Six environments)
Form Multiple
******************************
SBI Environment OverviewENDPOINT
GITC
Legends:* - Multi-Vendor SW (MVS)
# - Endpoint Protection SW (EPS)
@ - Solution Provider(SP)
$ - Software/Patch Loading at ATM (EP/SP)
^ - Post Impl. Support (SP)
% - End Point Provider (EP)
EFT Switch
ACI BASE24
Interchanges
MC
Visa
NPCI
More….
External Intfcs.
Euronet
ATOS
Prizm
SBI Life
SBI Card
PayU
More….
Core SystemsMobile
Bnkg
Prepaid
DCMS
CBS
Internet
Bnkg
Tele Bnkg
INB
PG
INB
CRM
LOTUS
M24
More...
Managed Services Center ( @ SP Location )
Solution Provider (L1)
ATM Monitoring(Endpoint Uptime/Availability Mgmt)
Data Security
(Security Protocols, Network Security HW/SW, IDS, InfoSec Mgmt, etc.)
Event/Incident Mgmt ( Dispatch, Vendor/SP Mgmt, Reporting, etc.)
OS/Chest/Safe Access Mgmt( OS, OTC Mgmt, Monitor Chest/Safe Access, etc.)
Enterprise Mgmt( Remote Monitoring, UPS, Fault Mgmt, Perf Mgmt, Service Level
Mgmt, Config Mgmt, Reporting, etc.)
v0.9.7 (08 Nov 2017)
ATM App *
SNMP App *
Text-to-Speech*
(TTS)
VSS App *EPS App #
Campaign App *SW Distribution
App *
More…. *
Bank Provided
Agents
Solution Provider (L1) ^
XFS
Operating System
Devices
De
vic
e S
PD
rive
rs
De
vic
e S
PD
rive
rs
De
vic
e S
PD
rive
rs
De
vic
e S
PD
rive
rs
De
vic
e S
PD
rive
rs
Endpoint Provider (OEM/Reseller) $
(L1/L2/Existing/Future)
Solution Provider (L1)
ATM Monitoring @
SW Distribution Management @
(EJ, EJ Viewer, Logs, Screens, Patch, Audio/Video)
Incident Mgmt System @
(incl. HelpDesk, Ticket Mgmt, Dispatch)
Endpoint Security Mgmt @
(FHDE, Whitelisting, USB Blocking, Access Control)
Online Monitoring System @
(OMS)
Campaign Management @
More…. @
Onsite Advanced Technical Support
- Solution Provider (L1) @ ^
HelpDesk ( SPOC, 24x7 remote support, MIS, SLA Mgmt, etc.)
Cash Mgmt( Cash forecasting, Maintain CER, Cash Evacuation, etc )
Support Services (Consumables Replenishment, Housekeeping, CMC Support, Site
Takeover, etc.)
More...
Endpoint Support
( User Mgmt, EP Mgmt and EP Issue Resolution, etc.)
EJ Mgmt
( Schedule, Upload, Audit trail, Analysis, MIS, etc.)
Infra/HW/Ntwk Mgmt
( Admin, Install/Config, Backup, Recovery, etc.)
Design/Develop/Test – MVS/EPS/OMS
(Screens, Txn Flow, Campaigns, SIT, UAT, Integration, etc.)
Prod. Mon./Mgmt.
( Upgrades, Patches, Deploy, Config, etc.)
DB Admin/Mgmt
( Admin, Log Analysis, Backup, Recovery, etc)
9.1 Program/Project Mgmt
( Soln.Arch., Lic. Mgmt, SLA Reports, Issue Resolution, etc.)
More….
Sit
e I
nst
all
ati
on
/Mo
dif
ica
tio
n S
erv
ice
s (S
IS) %
(L1
/L2
)
Appendix-1
Terms and Conditions :
Table of Contents:
1. Invitation to Bid: .......................................................................................................................... 3
2. Disclaimer: .................................................................................................................................. 4
3. Definitions: .................................................................................................................................. 5
4. Scope of Work : As given in Appendix-6 of this document.......................................................... 7
5. Eligibility Criteria, Technical Criteria & Functional Specifications & Compliances: ............. 10
6. Cost of Bid Document: ............................................................................................................... 11
7. Clarification and amendments on RFP/Pre-Bid Meeting: ......................................................... 11
8. Contents of bidding document: .................................................................................................. 13
9. Earnest Money Deposit (EMD): ................................................................................................ 13
10. Bid Preparation and submission : ............................................................................................. 14
11. Deadline for submission of Bids : .............................................................................................. 17
12. Modification and Withdrawal of Bids: ...................................................................................... 17
13. Period of Validity of Bids: ......................................................................................................... 17
14. Bid Integrity: .............................................................................................................................. 18
15. Bidding process/Opening of Technical Bids : ............................................................................ 18
16. Technical Evaluation: ................................................................................................................ 19
17. Evaluation of Price Bids and Finalisation: ............................................................................... 22
18. Contracting the Bank: ................................................................................................................ 25
19. Award Criteria: ......................................................................................................................... 25
20. Powers to Vary or Omit Work: .................................................................................................. 26
21. No waiver of Bank Rights or Successful Bidder’s Liability: ...................................................... 27
22. Change of Orders: ..................................................................................................................... 28
23. Contract Amendments: .............................................................................................................. 29
24. Bank’s Right to Accept Any Bid and to Reject Any or All Bids: ................................................ 29
25. Documentary Evidence Establishing Bidder’s Eligibility and Qualifications: .......................... 29
26. Performance Bank Guarantee: .................................................................................................. 29
27. System Integration Testing & User Acceptance Testing: .......................................................... 30
28. Country or Origin / Eligibility of Goods & Services: ................................................................ 30
29. Delivery, Installation, Commissioning & Documentation: ........................................................ 31
30. Services: ..................................................................................................................................... 33
31. Warranty and Annual Maintenance Contract: .......................................................................... 35
32. Compliance with IS Security Policy: ......................................................................................... 37
33. Penalties / SLA Conditions: ....................................................................................................... 37
34. Right to Verification: ................................................................................................................. 37
35. Purchase Price: ......................................................................................................................... 38
36. Inspection and Quality Control Tests: ....................................................................................... 39
37. Right to Audit:............................................................................................................................ 40
38. Subcontracting:.......................................................................................................................... 41
39. Insurance: .................................................................................................................................. 41
40. Validity of Agreement: ............................................................................................................... 42
41. Limitation of Liability: ............................................................................................................... 42
42. Confidentiality: .......................................................................................................................... 42
43. Delay in the Vendor’s Performance: ......................................................................................... 43
44. Vendor’s Obligations: ............................................................................................................... 44
45. Technical Documentation: ......................................................................................................... 44
46. Patent Rights/Intellectual Property Rights: ............................................................................... 45
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 2 of 58
47. Liquidated Damages: ................................................................................................................. 47
48. Conflict of Interest: .................................................................................................................... 47
49. Fraud & Corrupt Practices: ...................................................................................................... 49
50. Termination for Default : ........................................................................................................... 51
51. Force Majeure: .......................................................................................................................... 53
52. Termination for Insolvency: ....................................................................................................... 53
53. Termination for Convenience: ................................................................................................... 53
54. Disputes/Arbitration (applicable in case of successful Bidder only): ........................................ 54
55. Governing Language: ................................................................................................................ 54
56. Applicable Law : ........................................................................................................................ 54
57. Taxes and Duties: ...................................................................................................................... 55
58. Tax deduction at Source: ........................................................................................................... 56
59. Right to use defective product: .................................................................................................. 56
60. Tender Fee: ................................................................................................................................ 56
61. Notices: ...................................................................................................................................... 56
62. Other terms and conditions : ..................................................................................................... 57
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 3 of 58
1.1.1.1. Invitation to Bid:
1.1. State Bank of India (herein after referred to as ‘SBI/the Bank’ is having
its Corporate Centre at Mumbai, various other offices (LHOs/ Head
Offices /Zonal Offices/Global Link Services, Global IT Centre, etc. of State
Bank of India and branches/other offices located in India and foreign,
other exchange companies in available at various locations and managed
by the Bank (collectively referred to as State Bank Group or ‘SBG’
hereinafter). This Request for Proposal (RFP) has been issued by the
Bank on behalf of SBG for procurement of endpoints with Solutions and
Support Services.The primary objective of this RFP is to have Multi-
Vendor Solution, Endpoint Protection Solution and Online Monitoring
Solution.
1.2. In order to meet the Equipment, Software Solution and Services
requirements, the Bank proposes to invite tenders from eligible vendors
as per details/scope of work mentioned in Appendix-6 of this RFP
document.
1.3. Bidder shall mean any entity (i.e. juristic person) who meets the eligibility
criteria given in Appendix-3 of this RFP and willing to provide the goods,
services and Software Solution/ service as required in this bidding
document. The interested Bidders who agree to all the terms and
conditions contained in this document may submit their Bids with the
information desired in this bidding document (Request for Proposal).
1.4. Address for submission of Bids, contact details including email address
for sending communications are given in the Notice Inviting e-tender
Annexure I.
1.5. The purpose of SBI behind this RFP is to seek a detailed technical and
commercial proposal for procurement of the endpoints, Software Solution
and Services desired in this document. The proposed endpoints, Software
Solution and Services must integrate with Bank’s existing infrastructure
seamlessly.
1.6. This document shall not be transferred, reproduced or otherwise used for
purpose other than for which it is specifically issued.
1.7. Interested Bidders are advised to go through the entire document before
submission of Bids to avoid any chance of elimination. The eligible
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 4 of 58
Bidders desirous of taking up the project for supply of proposed
Endpoints, Software Solution and Services for SBI are invited to submit
their technical and commercial proposal in response to this RFP. The
criteria and the actual process of evaluation of the responses to this RFP
and subsequent selection of the successful Bidder will be entirely at
Bank’s discretion. This RFP seeks proposal from Bidders who have the
necessary experience, capability & expertise to provide SBI the proposed
hardware and services, Software Solution/ service adhering to Bank’s
requirements outlined in this RFP.
2. Disclaimer:
2.1. The information contained in this RFP document or information provided
subsequently to Bidder(s) whether verbally or in documentary form/email
by or on behalf of State Bank of India (Bank), is subject to the terms and
conditions set out in this RFP document.
2.2. This RFP is not an offer by State Bank of India, but an invitation to receive
responses from the eligible Bidders. No contractual obligation whatsoever
shall arise from the RFP process unless and until a formal contract is
signed and executed by duly authorized official(s) of State Bank of India
with the selected Bidder.
2.3. The purpose of this RFP is to provide the Bidder(s) with information to
assist preparation of their Bid proposals. This RFP does not claim to
contain all the information each Bidder may require. Each Bidder should
conduct its own investigations and analysis and should check the
accuracy, reliability and completeness of the information contained in this
RFP and where necessary obtain independent advices/clarifications.
Bank may in its absolute discretion, but without being under any obligation
to do so, update, amend or supplement the information in this RFP.
2.4. The Bank, its employees and advisors make no representation or
warranty and shall have no liability to any person, including any Applicant
or Bidder under any law, statute, rules or regulations or tort, principles of
restitution or unjust enrichment or otherwise for any loss, damages, cost
or expense which may arise from or be incurred or suffered on account of
anything contained in this RFP or otherwise, including the accuracy,
adequacy, correctness, completeness or reliability of the RFP and any
assessment, assumption, statement or information contained therein or
deemed to form or arising in any way for participation in this bidding
process.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 5 of 58
2.5. The Bank also accepts no liability of any nature whether resulting from
negligence or otherwise, howsoever caused arising from reliance of any
Bidder upon the statements contained in this RFP.
2.6. The issue of this RFP does not imply that the Bank is bound to select a
Bidder or to appoint the Selected Bidder or Concessionaire, as the case
may be, for the Project and the Bank reserves the right to reject all or any
of the Bidders or Bids without assigning any reason whatsoever.
2.7. The Bidder is expected to examine all instructions, forms, terms and
specifications in the bidding document. Failure to furnish all information
required by the bidding document or to submit a Bid not substantially
responsive to the bidding document in all respect will be at the Bidder’s
risk and may result in rejection of the Bid.
3. Definitions:
In this connection, the following terms and conditions shall be interpreted as
indicated below :
3.1. “Bank / Purchaser / SBI” ‘means the State Bank of India (including
domestic branches and foreign offices) and subsidiaries.
3.2. “Applicant / Bidder/System Integrator” means an eligible entity/firm
submitting a Proposal/Bid in response to this RFP. An entity/firm is either
an Original Equipment Manufacturer or a System Integrator. If the Bidder
is a System Integrator, then he should possess rights to deploy and
customize the software, as required by the Bank.
3.3. “Proposal / Bid” means the written reply or submission of response to
this RFP.
3.4. “The Contract” means the agreement entered into between the Bank
and the Vendor, as recorded in the Contract Form signed by the parties,
including all attachments and appendices thereto and all documents
incorporated by reference therein.
3.5. “Vendor/Supplier/Contractor/Solution Provider” is the successful
Bidder found eligible as per eligibility criteria set out in this RFP, whose
technical Bid has been accepted and who has emerged as L1/TC1 Bidder
as per the selection criteria set out in the RFP and to whom notification of
award has been given by the Bank.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 6 of 58
3.6. “Endpoint Provider” means the Vendor who has supplied/is to supply
the Endpoints to the Bank. It includes L2 bidder as per the selection
criteria set out in the RFP or existing endpoint providers.
3.7. “Service Providers” shall mean Solution Provider and Endpoints Provider.
3.8. Project Cost and Total Cost of Ownership :
3.7.1.3.8.1. “The Contract Price/Project Cost” means the price payable to the Service Providers under each of the Contracts (Appendix 12a, 12b and 12c)the Contract for the full and proper performance of its contractual obligations under such respective contracts. In other words, there will be three separate Project Costs based on the each contract. 3.8.2. Total Cost of Ownership (TCO) means the final price quoted by the Service Providers during the reverse auction and payable to the Service Providers under all the contracts (Appendix 12a, 12b and 12c) for the full and proper performance of its contractual obligations
3.8.3.9. “Equipment / Endpoint / Terminal / ATM / Machine means all
the hardware (Automate Teller Machine, Cash Dispenser, Cash Deposit
Machine, Cash Recycler, Smart ATM, Self-Service Kiosk, Multi-functional
Kiosk.), its all components, peripheral apparatus, associated software,
firmware, operating software, Software Agent(s) which the Bidder is
required to supply to the Bank as per the RFP.
3.9.3.10. “Software Solution/Solution “ means all software products
(which includes Multi-Vendor Software (Central Solution and its agent)
and end point protection solutions and its agents), services and Online
Monitoring Solutions as per the scope of work and deliverables to be
provided by a Bidder as described in the RFP and
3.10.3.11. “Services” means ancillary to the supply of the equipment and
development of the solution such as testing, transportation, transit
insurance, installation, commissioning, customization, integration,
provision of technical assistance, training, certifications, auditing,
maintenance, its support, troubleshooting and other such obligations of
the Bidder covered under the RFP.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 7 of 58
3.11.3.12. “The Project Site” means locations where supply and services as
desired in this RFP document are to be provided.
3.12.3.13. Annual Maintenance Contract (AMC) - It would be the annual cost
of maintenance of equipment, Software Solution and Services.
3.13.3.14. RFP :The request for proposal (this document) in its entirety,
inclusive of any addenda that may be issued by the Bank.
3.14.3.15. Project” means supply, installation, testing and commissioning, integration of computer hardware, software and services with support under Warranty and annual maintenance contract, if required for the contract period.
3.15.3.16. VIP Endpoints : are those endpoints which have been installed at
Prime/ VIP/ High-hit locations like Airports, Intouch Branches, E-corners/
e-lobby, Railway/ Metro Stations, Shopping Malls, Market Areas, Tech
Parks, Important/ main Bank Branches or any other location as identified
by the Circles. Bank shall identify specific endpoints not exceeding 20%
of the endpoints at the whole Bank level as ‘VIP Endpoints’ The list of VIP
Endpoints can be reviewed by the Bank at Quarterly intervals
3.16.3.17. Regular Endpoints : are all the other endpoints not included in the
VIP category.
4. Scope of Work : As given in Appendix-6 of this document.
High Level List of items and its proposed allocation
1A
B C D E F G
2
Sr. No
Sub- No
Details Vendor Allocation
between L1 and
L2
Agreements
3
4
1 Procurement of Endpoints (Cash Dispensors) - with Warranty and AMC
Endpoint Provider (L1 and L2)
L1(70%) and
L2(30%)
Appendix-12a
5
a Procurements of Cash Dispensers with one year Warranty
Endpoint Provider (L1 and L2)
L1(70%) and
L2(30%) Appendix-12a
6
b AMC for 6 years on CDs - % p.a. on Amount of item 1.a
Endpoint Provider (L1 and L2)
L1(70%) and
L2(30%) Appendix-12a
7
2 Annual Technical Support for 7 years for endpoints procured
Solution Provider(L1)
L1 Appendix-12b
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 8 of 58
under this RFP
8
a ATS for 7 years on CDs Solution Provider(L1)
L1 Appendix-12b
9
3 Perpetual Client License Existing and current RFP (Future licenses to be provided as same unit rate)
Solution Provider(L1)
L1 Appendix-12c
10
a Perpetual Client License - MVS (All Clients including OMS) with one year Warranty
Solution Provider(L1)
L1 Appendix-12c
11
b Perpetual Client License - All EPS Clients with one year Warranty
Solution Provider(L1)
L1 Appendix-12c
12
c ATSAMC for 6 years on MVS Client License :Should not exceed 1510 % p.a. of MVS Client
Solution Provider(L1)
L1
Appendix-12c
13
d ATSAMC for 6 years on EPS Client License : Should not exceed 1510 % p.a. of EPS Client
Solution Provider(L1)
L1
Appendix-12c
14
4 Managed Services for existing and current RFP endpoints for 7 years (Future endpoints MS, as same unit rate)
Solution Provider(L1)
L1 Appendix-12b
15
a Replenishment of consumables Solution Provider(L1)
L1 Appendix-12b
16
b Housekeeping for endpoint and immediate surrounding
Solution Provider(L1)
L1 Appendix-12b
17
c Maintenance and Management of peripherals / allied equipment(s)
Solution Provider(L1)
L1 Appendix-12b
18
d Management Center Activities Solution Provider(L1)
L1 Appendix-12b
19
e Cash Replenishment / Evacuation Services (Bank may or may not avail services)
Solution Provider(L1)
L1 Appendix-12b
20
5 Enterprise wide Perpetual licence with unlimited users ( with one year warranty)
Solution Provider(L1)
L1 Appendix-12c
21
A Multi-Vendor Software Solution (MVS) : License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
Solution Provider(L1)
L1
Appendix-12c
22
a DC : MVS [License Cost ] Solution Provider(L1)
L1 Appendix-12c
23
b DR : MVS [License Cost ] - Should not exceed 10 % of DC : MVS [License Cost]
Solution Provider(L1)
L1 Appendix-12c
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 9 of 58
24
c MVS Enviornment Setup Implementation cost: UAT,Pre-Prod,Development,training,DC,DR-Should not exceed 2 % of DC:MVS-LC
Solution Provider(L1)
L1
Appendix-12c
25
B Endpoint Protection Security solution (EPS) : License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
Solution Provider(L1)
L1
Appendix-12c
26
a DC : EPS [License Cost] Solution Provider(L1)
L1 Appendix-12c
27
b DR : EPS [License Cost ] - Should not exceed 10 % of DC : EPS [License Cost]
Solution Provider(L1)
L1 Appendix-12c
28
c EPS Enviornment Setup Implementation cost : UAT,Pre-Prod,Development,training,DC,DR - Should not exceed 2 % of DC:EPS-LC
Solution Provider(L1)
L1
Appendix-12c
29
C Online Monitoring Solution (OMS) : License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
Solution Provider(L1)
L1
Appendix-12c
30
a DC : OMS [License Cost] Solution Provider(L1)
L1 Appendix-12c
31
b DR : OMS [License Cost ] - Should not exceed 10 % of DC : OMS [License Cost]
Solution Provider(L1)
L1 Appendix-12c
32
c OMS Enviornment Setup Implementation Cost : UAT,Pre-Prod,Development,training,DC,DR -Should not exceed 2 % of DC:OMS-LC
Solution Provider(L1)
L1
Appendix-12c
33
6 Annual Technical Support for 6 years for solutions
Solution Provider(L1)
L1 Appendix-12c
34
a MVS - on cost of License (DC/DR) -ATS for UAT,Pre-Prod,Dev,Training are at no cost
Solution Provider(L1)
L1 Appendix-12c
35
b EPS - on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost
Solution Provider(L1)
L1 Appendix-12c
36
c OMS- on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost
Solution Provider(L1)
L1 Appendix-12c
37
7 Onsite Advanced Technical Support
Solution Provider(L1)
L1 Appendix-12c
38
a Project Leader Solution Provider(L1)
L1 Appendix-12c
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 10 of 58
39
b Senior resources Solution Provider(L1)
L1 Appendix-12c
40
c Junior resources Solution Provider(L1)
L1 Appendix-12c
41
8 Infra (including all Hardware/Software and its components) Cost
Solution Provider(L1)
L1 Appendix-12c
42
A Hardware Cost with one year warranty
Solution Provider(L1)
L1 Appendix-12c
43
a Production Setup for MVS/EPS/OMS
Solution Provider(L1)
L1 Appendix-12c
44
b DR Setup for MVS/EPS/OMS Solution Provider(L1)
L1 Appendix-12c
45
c UAT Setup for MVS/EPS/OMS Solution Provider(L1)
L1 Appendix-12c
46
d Pre-Production Setup for MVS/EPS/OMS
Solution Provider(L1)
L1 Appendix-12c
47
e Development Setup for MVS/EPS/OMS
Solution Provider(L1)
L1 Appendix-12c
48
f Training Setup for MVS/EPS/OMS
Solution Provider(L1)
L1 Appendix-12c
49
B AMC for Hardware for 6 years - On Total cost of 8.A.a to 8.A.f
Solution Provider(L1)
L1 Appendix-12c
50
9 Support cost for Existing Makes and Models (Future make and model at same unit rate)
Solution Provider(L1)
L1
51
a Pre-Implem. Support cost for Testing,Integration and pilot at endpoints with solutions
Solution Provider(L1)
L1 Appendix-12c
52
b Implementation/roll-out of solutions at endpoints
Solution Provider(L1)
L1 Appendix-12b
53
c ATS : Post Implementation Support : MVS/EPS/Other - CD/CDM/Cash Recyclers
Solution Provider(L1)
L1 Appendix-12b
54
10 Site Installation / Modification Services
Endpoint Provider(L1and L2)
55
a Site Installation / Modification Services
Endpoint Provider (L1 and L2)
L1/L2 Appendix-12a
5. Eligibility Criteria, Technical Criteria & Functional Specifications &
Compliances:
5.1. Bid is open to all Bidders who meet the eligibility criteria and Technical
Criteria & functional specifications as given in Appendix-3 & Appendix-4
of this document. The Bidder has to submit the documents substantiating
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 11 of 58
eligibility criteria as mentioned in this RFP document. Bidders have to
submit Compliances as given in Appendix-3 and Appendix-4 of this
document.
(a) If the Bidder is a System Integrator, he may tie up with any Endpoint
OEM, MVS OEM and EPS OEM. A System Integrator can submit only
one bid.
(b) An Endpoint OEM may participate as a Bidder only if no System
Integrator is proposing CDs of that Endpoint OEM.
(c) There cannot be two bids proposing the CDs of the same Endpoint
OEM.
(d) An MVS OEM may participate as a Bidder only if no other bidder is
proposing his solution. However, if an MVS OEM is not participating as a
Bidder, then his solution may be proposed in more than one bid.
(e) An EPS OEM may participate as a Bidder only if no other bidder is
proposing his solution. However, if an EPS OEM is not participating as a
Bidder, then his solution may be proposed in more than one bid.
(de) In one bid, only one Endpoint OEM, only one MVS OEM and only
EPS OEM will be permitted.
5.2. The Bidder shall also submit PRE-CONTRACT INTEGRITY PACT along
with technical Bid as prescribed by the Govt. of India (Appendix-15) duly
signed by the Bidder on each page and witnessed by two persons. The
agreement shall be stamped as applicable in the State where it is
executed. Bid submitted without PRE-CONTRACT INTEGRITY PACT, as
per the format provided in the RFP, shall not be considered.
6. Cost of Bid Document:
6.1. The participating Bidders shall bear all the costs associated with or
relating to the preparation and submission of their Bids including but not
limited to preparation, copying, postage, delivery fees, expenses
associated with any demonstration or presentations which may be
required by the Bank or any other costs incurred in connection with or
relating to their Bid. The Bank shall not be liable in any manner
whatsoever for the same or for any other costs or other expenses incurred
by a Bidder regardless of the conduct or outcome of the bidding process.
7. Clarification and amendments on RFP/Pre-Bid Meeting:
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 12 of 58
7.1. Bidder requiring any clarification of the bidding document may notify
through On-line e-tender Portal strictly as per the format given in
Appendix-14 within the date/time mentioned in the schedule of events.
7.2. A pre-Bid meeting will be held on the date and time specified in the
schedule of events which may be attended by the authorized
representatives of the Bidders interested to respond to this RFP.
7.3. The queries received (without identifying source of query) and response
of the Bank thereof will be posted at the e-tender portal and / or on the
Bank’s website.
7.4. SBI reserves the right to amend, rescind or reissue the RFP, at any time
prior to the deadline for submission of Bids. The Bank, for any reason,
whether, on its own initiative or in response to a clarification requested by
a prospective Bidder, may modify the bidding document, by amendment
which will be made available to the Bidders by way of
corrigendum/addendum through the Bank’s Website and /or e-tender
portal. The interested parties/Bidders are advised to check the Bank’s
website regularly till the date of submission of Bid document specified in
the schedule of events/email and ensure that clarifications / amendments
issued by the Bank, if any, have been taken into consideration before
submitting the Bid. Such amendments/clarifications, if any, issued by the
Bank will be binding on the participating Bidders. Bank will not take any
responsibility for any such omissions by the Bidder. SBI, at its own
discretion, may extend the deadline for submission of Bids in order to
allow prospective Bidders a reasonable time to prepare the Bid, for taking
the amendment into account. Nothing in this RFP or any
addenda/corrigenda or clarifications issued in connection thereto is
intended to relieve Bidders from forming their own opinions and
conclusions in respect of the matters addresses in this RFP or any
addenda/corrigenda or clarifications issued in connection thereto.
7.5. No request for change in commercial/legal terms and conditions, other
than what has been mentioned in the RFP or any addenda/corrigenda or
clarifications issued in connection thereto, will be entertained and queries
in this regard, therefore will not be entertained.
7.6. Queries received after the scheduled date and time will not be
responded/acted upon.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 13 of 58
8. Contents of bidding document:
8.1. The Bidder must thoroughly study/analyze and properly understand the
contents of this RFP document, its meaning and impact of the information
contained therein.
8.2. Failure to furnish all information required in the bidding document or
submission of Bid not responsive to the bidding documents in any respect
will be at the Bidder’s risk and responsibility and the same may finally
result in rejection of its Bid. SBI has made considerable effort to ensure
that accurate information is contained in this RFP and is supplied solely
as guidelines for Bidders.
8.3. Nothing in this RFP or any addenda/corrigenda or clarifications issued in
connection thereto, is intended to relieve Bidders from forming their own
opinions and conclusions in respect of the matters contained in RFP and
its addenda, if any.
8.4. The Bid prepared by the Bidder, as well as all correspondences and
documents relating to the Bid exchanged by the Bidder and the Bank and
supporting documents and printed literature shall be submitted in English.
8.5. The information provided by the Bidders in response to this RFP will
become the property of SBI and will not be returned. Incomplete
information in Bid document may lead to non-consideration of the
proposal.
9. Earnest Money Deposit (EMD):
9.1. The Bidder shall furnish EMD for the amount and validity period
mentioned in Annexure I – Notice Inviting e-Tender.
9.2. EMD is required to protect the Bank against the risk of Bidder’s conduct.
9.3. The EMD may be in the form of a Demand Draft or Pay Order or may be
paid online. The EMD May be in the form of Bank Guarantee [on the lines
of Appendix-8], issued by a Scheduled Commercial Bank in India, other
than State Bank of India, drawn in favour of State Bank of India payable
at Mumbai. In case, SBI is the sole Banker for the Bidder, a Letter of
Comfort from SBI would be acceptable.
9.4. Any Bid not accompanied by EMD for the specified amount as mentioned
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 14 of 58
elsewhere in the RFP will be rejected as non-responsive.
9.5. The EMD of the unsuccessful Bidders shall be returned within 2 weeks
from the date of Bid finalisation.
9.6. The EMD of successful Bidder will be discharged upon the Bidder signing
the Contract and furnishing the Performance Bank Guarantee for the
amount and validity as per details given in para 26 (i) which should be
strictly on the lines of format placed at Appendix-9.
9.7. No interest is payable on EMD.
9.8. The EMD may be forfeited:-
a) if a Bidder withdraws his Bid during the period of Bid validity specified
in this RFP; or
b) if a Bidder makes any statement or encloses any form which turns out
to be false / incorrect at any time prior to signing of Contract; or
c) if the successful Bidder fails to sign the contract or furnish
Performance Bank Guarantee, within the specified time period in the
RFP/Purchase Order.
9.9. If EMD is forfeited for any reasons mentioned above, the concerned
Bidder may be debarred from participating in the RFPs floated by the
Bank/this department, in future, as per sole discretion of the Bank.
10. Bid Preparation and submission :
10.1. e-Tendering :
10.1.1. This tender will follow e-Tendering process [e-bids] as under
which will be conducted by Banks’ authorised e-Tendering Vendor
M/s. e-Procurement Technologies Ltd. [AuctionTiger] through their
Website as per Check-list as per Notice Inviting Tender Annexure-I.
10.1.1.1. Vendor Registration.
10.1.1.2. Publish of Tender
10.1.1.3. Online Pre-Bid Queries
10.1.1.4. Pre-Bid Meeting : Offline
10.1.1.5. Online Response of Pre-Bid Queries.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 15 of 58
10.1.1.6. Corrigendum/Amendment (if required)
10.1.1.7. Bid Submission
10.1.1.8. Tender Opening
10.1.1.9. Pre-Qualification
10.1.1.10. Tender Evaluation
10.1.1.11. Reverse Auction with Qualified bidders.
10.1.1.12. Tender Award.
10.1.2. Representative of Vendors will be given training for e-
Tendering by M/s.e Procurement Technologies Ltd (Auction Tiger).
The Vendors are required to have digital certificates well in advance to
participate ine-Tendering to be conducted by M/s. e-Procurement
Technologies Ltd. [AuctionTiger].
Vendors will have to abide by e-Business rules framed by the Bank in
consultation with M/s.e-Procurement Technologies Ltd (AuctionTiger).
10.1.3. No consideration will be given to e-bids received after the
date and time stipulated and no extension of time will normally be
permitted for submission of e-Bids. Bank reserves the right to accept
in part or in full or extend or reject the entire e-bid and cancel the
entire tender without assigning any reason thereof at any stage.
10.1.4. The decision of the bank in regard to this tender shall be final
and binding on all the bidders. All disputes or differences in
connection with this tender shall be subject to the jurisdiction of the
courts at Mumbai only.
10.1.5. Bidders may please note :
10.1.5.1. The Bidder should quote for the entire package on a single
responsibility basis for hardware / software / services, Software
Solution/ services it proposes to supply.
10.1.5.2. While submitting the Technical Bid, literature on the
hardware and its associated operating software, Software
Solution/ service should be uploaded .
10.1.5.3. Care should be taken that the Technical Bid shall not contain
any price information. Such proposal, if received, will be
rejected.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 16 of 58
10.1.5.4. The Bid document shall be complete in accordance with
various clauses of the RFP document or any addenda/corrigenda
or clarifications issued in connection thereto, duly signed by the
authorized representative of the Bidder and stamped with the
official stamp of the Bidder. Board resolution authorizing
representative to Bid and make commitments on behalf of the
Bidder is to be uploaded.
10.1.5.5. Bids are liable to be rejected if only one (i.e. Technical Bid or
Indicative Price Bid) is received.
10.1.5.6. Prices quoted by the Bidder shall remain fixed for the period
during the terms of contracts and shall not be subjected to
variation on any account, including exchange rate fluctuations
and custom duty. A Bid submitted with an adjustable price
quotation will be treated as non-responsive and will be
rejected.
10.1.5.7. If deemed necessary the Bank may seek clarifications on
any aspect from the Bidder. However that would not entitle the
Bidder to change or cause any change in the substances of the
Bid already submitted or the price quoted.
10.1.5.8. The Bidder may also be asked to give presentation for the
purpose of clarification of the Bid.
10.1.5.9. The Bidder must provide specific and factual replies to the
points raised in the RFP.
10.1.5.10. The Bid shall be typed or written in indelible ink and shall be
signed by the Bidder or a person or persons duly authorized to
bind the Bidder to the Contract and to be uploaded in the portal.
10.1.5.11. All the enclosures (Bid submission) shall be serially
numbered with rubber stamp of the participating Bidder’s
Company. The person or persons signing the Bids shall initial all
pages of the Bids, except for un-amended printed literature and
to be uploaded in the portal.
10.1.5.12. Any inter-lineation, erasures or overwriting shall be valid
only if these are initialled by the person signing the Bids.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 17 of 58
10.1.5.13. The Bank reserves the right to reject Bids not conforming to
above.
10.1.5.14. All the envelopes shall be addressed to the Bank and
uploaded at the address given as per Notice Inviting e-Tender –
Annexure I and should have name and address of the Bidder.
11. Deadline for submission of Bids :
11.1. Bids must be received at the portal and by the date and time mentioned
in the Notice Inviting e-Tender – Annexure I.
11.2. In the event of the specified date for submission of Bids being declared a
holiday for the Bank, the Bids will be received upto the appointed time on
the next working day.
11.3. In case the Bank extends the scheduled date of submission of Bid
document, the Bids shall be submitted at the portal by the time and date
rescheduled. All rights and obligations of the Bank and Bidders will remain
the same.
11.4. Any Bid received after the deadline for submission of Bids prescribed at
the portal, will be rejected.
12. Modification and Withdrawal of Bids:
12.1. The Bidder may modify or withdraw its Bid after the Bid’s submission,
provided that written notice of the modification, including substitution or
withdrawal of the Bids, is received at the portal, prior to the deadline
prescribed for submission of Bids.
12.2. No modification in the Bid shall be allowed, after the deadline for
submission of Bids.
12.3. No Bid shall be withdrawn in the interval between the deadline for
submission of Bids and the expiration of the period of Bid validity.
Withdrawal of a Bid during this interval may result in the forfeiture of EMD
submitted by the Bidder.
13. Period of Validity of Bids:
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 18 of 58
13.1. Bids shall remain valid for 365 days from the date of reverse
auction. A Bid valid for a shorter period is liable to be rejected by the Bank
as non-responsive.
13.2. In exceptional circumstances, the Bank may solicit the Bidders’
consent to an extension of the period of validity. The request and the
responses thereto shall be made in writing. A Bidder is free to refuse the
request. However, in such case, the Bank will not forfeit its EMD.
However, any extension of validity of Bids will not entitle the Bidder to
revise/modify the Bid document.
13.3. The Bank reserves the right to call for fresh quotes at any time
during the Bid validity period, if considered, necessary.
14. Bid Integrity:
14.1. Willful misrepresentation of any fact within the Bid will lead to the
cancellation of the contract without prejudice to other actions that the
Bank may take. All the submissions, including any accompanying
documents, will become property of SBI. The Bidders shall be deemed to
license, and grant all rights to SBI, to reproduce the whole or any portion
of their equipment for the purpose of evaluation, to disclose the contents
of submission to other Bidders and to disclose and/ or use the contents of
submission as the basis for RFP process.
15. Bidding process/Opening of Technical Bids :
15.1. All the technical Bids received up to the specified time and date will
be opened for initial evaluation on the time and date mentioned in the
Notice Inviting e-Tender as per Annexure I.
15.2. In the first stage, only technical Bid will be opened and evaluated.
Proposals of such Bidders satisfying eligibility criteria and agree to comply
with all the terms and conditions specified in the RFP will be evaluated for
technical criteria/specifications/eligibility. Only those Bids complied with
technical criteria shall become eligible for commercial Bid opening and
further RFP evaluation process.
15.3. The Bank will examine the Bids to determine whether they are
complete, and all documents/appendix(es) stated in Notice Inviting e-
Tender as per Annexure I have been submitted, required formats have
been furnished, the documents have been properly signed, EMD for the
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 19 of 58
desired amount and validity period is available and the Bids are generally
in order. The Bank may, at its discretion waive any minor non-conformity
or irregularity in a Bid which does not constitute a material deviation.
15.4. Prior to the detailed evaluation, the Bank will determine the
responsiveness of each Bid to the bidding Document. For purposes of
these Clauses, a responsive Bid is one, which conforms to all the terms
and conditions of the bidding Document in toto, without any deviation.
15.5. The Bank’s determination of a Bid’s responsiveness will be based
on the contents of the Bid itself, without recourse to extrinsic evidence.
15.6. After opening of the technical Bids and preliminary evaluation,
some or all the Bidders may be asked to make presentations on the
Software Solution/service proposed to be offered by them.
15.7. If a Bid is not responsive, it will be rejected by the Bank and will not
subsequently be made responsive by the Bidder by correction of the non-
conformity.
16. Technical Evaluation:
16.1.1. Technical evaluation will include technical information
submitted as per technical Bid format, demonstration of proposed
equipment, Software Solution and services, reference calls and site
visits, wherever required. The Bidder may highlight the
noteworthy/superior features of their Equipment, Software Solution
and Services. The Bidder will demonstrate/substantiate all claims
made in the technical Bid to the satisfaction of the Bank, the capability
of the Equipment, Software Solution and Services to support all the
required functionalities at their cost in their lab or those at other
organizations where similar Equipment, Software Solution and
services is in use.
16.1.2. The Bank reserves the right to evaluate the Bids on technical
& functional parameters including factory/workplace visit and witness
demos of the system and verify functionalities, response times, etc.
16.1.3. Bank will evaluate the technical and functional specifications
of all the equipments quoted by the Bidder.
16.1.4. During evaluation and comparison of Bids, the Bank may, at
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 20 of 58
its discretion ask the Bidders for clarification on the Bids received.
The request for clarification shall be in writing and no change in prices
or substance of the Bid shall be sought, offered or permitted. No post
Bid clarification at the initiative of the Bidder shall be entertained.
16.1.5. The evaluation will also take into account:
16.1.5.1. ‘The proposed Equipment, Software Solution and Services
offered by the Bidder to any noticeable bank in India. The Bidder
should furnish the details.
16.1.5.2. Does the proposed Equipment, Software Solution and
Services handles the projected volumes and offers a proven
solution to meet the requirements.
16.1.5.3. Does the Equipment, Software Solution and Services offered
by the Bidder is a complete system as a project and has not
integrated with third party solutions.
16.1.5.4. Upgradation (s) assurance by the Bidder as per requirement
of the Bank for the duration of the contract. In case of
upgradations, the Bank will have right to renegotiate the rates
(depending upon prevailing rates) and go in for higher
configurations ( as per technological developments at that time).
16.1.5.5. Capability of the proposed Equipment, Software Solution and
Services to meet future requirements outlined in the RFP.
16.1.5.6. Support on open platforms and solution based on latest
technology (both hardware, software, operating software,
firmware, database).
16.1.5.7. Bidder support facilities: Support requirement like online
support/ email support/ offline support, time period.
16.1.6. Technical Evaluation:
Sr No
Parameter Max Points (A)
Weightage (in %) (B)
Actual Weighted mark (C)
Description Basis of marks
1 Technical Bid - Hardware
94 x 5 = 470
100 (Actual points X B)/100
Each point will carry 5 or 0 marks depending on input. In case the Point /
For Each Point/Criteria marks will be alloted as per following Inputs: F--> 5 marks
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 21 of 58
Criteria is mandatory and Bidder select N (Not Available ) he will be disqaulified from the Bid
N--> 0 Marks
2 Techincal Bid - Software
397 x 5 = 1985
90 (Actual points X B)/100
Each point will carry 5 or 4 or 3 or 2 or 1 or 0 marks depending on input. In case the Point / Criteria is mandatory and Bidder select N (Not Available ) he will be disqualified from the Bid
For Each Point/Criteria marks will be alloted as per following Inputs: F--> 5 marks C1--> 4 Marks C2--> 3 Marks C3--> 2 Marks C4--> 1 Marks N--> 0 Marks
3 Techincal Bid - Services
81 x 5 = 405
80 (Actual points X B)/100
Each point will carry 5 or 4 or 3 or 2 or 1 or 0 marks depending on input. In case the Point / Criteria is mandatory and Bidder select N (Not Available ) he will be disqaulified from the Bid
For Each Point/Criteria marks will be allotted as per following Inputs: F--> 5 marks C1--> 4 Marks C2--> 3 Marks C3--> 2 Marks C4--> 1 Marks N--> 0 Marks
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 22 of 58
Total 2860 (P)
Qualification Rules : Minimum 75 % of Weighted Mark i.e (P /2860 ) x100 should be > = 75 % subject to the technical rules specified in RFP.
Weightage for calculating the marks shall be 100% for hardware, 90% for software and 80% for Services. All together average Weighted score should be equal to or more than 7570% for technical qualification. Illustration: Suppose the maximum scores for each head are as follows:
Max Score
Weightage Score of A
Weighted Score of A
Score of B
Weighted Score of B
Hardware 470 100% 470 470 470 470
Software 1985 90% 1893 1704 1771 1594
Services
405 80% 371 297 385 308
Total 2860 2734 2471 2626 2372
86.4 82.94
17. Evaluation of Price Bids and Finalisation:
17.1. The envelope containing the indicative Commercial Bids of only
those Bidders, who are short-listed after technical evaluation, would be
opened.
17.2. All the Bidders who qualify in the evaluation process shall have to
participate in the online reverse auction to be conducted by Bank’s
authorized service provider on behalf of the Bank, details of which are
given in Notice Inviting e-Tender – Annexure I.
17.3. Shortlisted Bidders willing to participate in the reverse auction
process must have a valid digital signature certificate. Such Bidders will
be trained by Bank’s authorized service provider for this purpose. Bidders
shall also abide by the e-business rules for reverse auction framed by the
Bank / Authorised service provider. The details of e-business rules,
processes and procedures will be provided to the short-listed Bidders.
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17.4. L1, L2, L3 etc. will be decided on the basis of the Total Cost of
Ownership and Services (that is, the total price quoted in the reverse
auction), and not on the basis of the individual components of the Price
Bid.
After the Reverse Auction, the Bidder(s) will be required to submit the
confirmation of the price quoted by him in the Reverse Auction, where
he will have to give itemized break-up of the prices. The proportion of
the price of individual components in this price confirmation should be
the same as the proportion that was given in the Indicative Commercial
Bid, plus or minus 5% of the value of each item. This is explained by
way of an example below:
Example : (Will apply also to sub-items under each Serial Number)
Illustration Particulars Indicative
Price Bid Quote (INR)
Proportion to Total Cost (in %age)
L1 Price (INR)
Minimum final price should not be below (INR)*
Maximum final price should not exceed (INR)**
A B C D E F (1) Sr.No.1 25 13.16 9.38 10.36 (2) Sr.No.2 50 26.32 18.75 20.72 (3) Sr.No.3 75 39.47 28.13 31.09
(4) Sr.No.4 40 21.05 15.00 16.58 (5) Grand Total (1 + 2 + 3 + 4)
190 100 75
*Computed as ‘C’ percentage of ‘D’ less 5%. **Computed as ‘C’ percentage of ‘D’ plus 5%.
Site Installation and Modification Services : SIS
Bidder shall submit price for each element of the items listed under
Appendix 7-2 of this RFP. In the final price (Unit rate) of Site Installation
and Modification Services-SIS as per Sr.No.10 submitted by the Bidder
after the reverse auction, the prices of individual elements of SIS
should be in the same proportion as given in the Appendix 7-2
submitted along with the Indicative Price Bid.
17.5. Basis of Allotment :
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Allocation of Procurements of endpoints, its AMC and Site
Installation/Modification Services between L1 and L2 will be in the ratio of
70:30 (and for this purpose, L1 and L2 shall be called Endpoint Providers
(EP)) and all the rest of the line items of Price-Bid will be awarded to L1
(and for this purpose, the L1 will be called Solution Provider (SP)).
Award the contract for procurement of Endpoints (CDs) between L1 and
L2 in ratio of 70:30, provided that L2 matches the L1 prices of endpoints,
i.e. agrees to provide the CDs at the same price as that quoted by L1, or
his own price, whichever is lower, then L2 will be awarded contract for
supply of 30 % of endpoints to be procured under this RFP. For example,
if L1 has quoted Rs. 290,000 as the price of a CD, while L2 has quoted
Rs. 300,000, then L2 will have to supply the CDs at Rs. 290,000.
If L2 refuses, then the offer will be made to L3 and so on.
All other line items shall be awarded to L1. In the event L2/L3 and so on,
is not willing to take, entire procurements of endpoints, its AMC and Site
Installation/Modification Services will be awarded to L1.
There could be a situation where the price quoted by L1 for the supply of
the endpoints is higher than the price quoted by others. For example, it
could happen that the L1 has quoted Rs. 300,000 as the price of a CD,
while L2 has quoted Rs. 290,000 and L3 has quoted Rs. 285,000, and so
on. In such a case, the Bank will be making procurement of the CDs at Rs.
300,000 per CD from L1, though L3 was willing to supply at Rs 285,000.
That is, Total Cost of Ownership and Services concept will be used for
deciding the L1. Hence, though the cost quoted for some of the individual
components by the L1 bidder could be higher than the cost quoted for the
same components by the other bidders, procurement will still be done from
the L1 bidder at the price quoted by him.
In case of procurement of the 30% endpoints from the L2 bidder, in the
example given above, the L2 bidder will have to supply those machines at
Rs. 290,000 per machine and not at the L1 price of Rs. 300,000. Here
again, L2 will be identified based on the Total Cost of Ownership and
Services, and not based on the cost of individual items. As a result, though
the cost of the CDs quoted by L3 is the lowest in the above example,
procurement will still be made from L2 bidder at Rs. 290,000.
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In case of Site Installation / Modification Services - SIS, L2 will match the
price of Site Installation / Modification Services with the price of L1 or its
own price , whichever is lower.
18. Contracting the Bank:
18.1. No Bidder shall contact the Bank on any matter relating to its Bid,
from the time of opening of Price Bid to the time, the Contract is awarded.
18.2. Any effort by a Bidder to influence the Bank in its decisions on Bid
evaluation, Bid comparison or contract award may result in the rejection of
the Bidder’s Bid.
19. Award Criteria:
19.1. Bank will notify successful Bidder (L1) and (L2) in writing by letter
or fax/email that its Bid has been accepted. The Selected Bidder has to
return the duplicate copy of the same to the Bank within 7 working days,
duly Accepted, Stamped and Signed by Authorized Signatory in token of
acceptance.
19.2. Letter of intent shall be issued to successful bidders to carry out the
implementation of solutions and pilot as specified in Appendix-6 Scope of
work Para-11. Project Plan, delivery and Schedule – Table : II.
19.3. On completing implementation of solutions with pilot as specified in
Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule –
Table : II and successful Bench Marking and Quality certification of
products/solutions/hardware with required certificate/reports thereof as
per Appendix 3-2 para 7, UAT and Security Review, an acceptance
certificate from the Bank will be issued.
19.4. The date on which such a certificate is signed shall be deemed to
be the date of successful commissioning of the systems for the pilot
phase. The Purchase Order will be issued on the same date.
19.5. Until the execution of a formal contract, the Bid document, together
with the Bank’s issuance of Purchase Order and the vendor’s acceptance
thereof, would constitute a binding contract between the Bank and the
successful Bidder.
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19.6. The successful bidder shall be required to enter into a Bank’s
Standard contract/ SLA (Software/Service Level Agreement as provided
in Appendix(s) and clauses provided in RFP with the Bank, within 30 days
from the date of issuance of Purchase Order or within such extended
period as may be decided by the Bank along with the letter of acceptance,
Non-Disclosure Agreement, Performance Bank Guarantee for the
amount and validity as desired in para 26 (i) and strictly on the lines of
format given at Appendix-9 and other terms and conditions as may be
determined by the Bank to be necessary for the due performance of the
work in accordance with the Bid and acceptance thereof. The contract/
agreement will be based on Bidder’s offer document with all its
enclosures, modifications arising out of negotiation /clarifications etc and
will include SLA, project plan – phases & milestones and schedule, copies
of all necessary documents, licenses, certifications etc.
19.7. Copy of board resolution or power of attorney showing that the
signatory has been duly authorized to sign the acceptance letter, contract
and NDA should be submitted.
19.8. The Bank reserves the right to stipulate, at the time of finalization of
the contract, any other document(s) to be enclosed as a part of the final
contract.
19.9. Failure of the successful Bidder to comply with the
requirements/terms and conditions of this RFP shall constitute sufficient
grounds for the annulment of the award and forfeiture of the EMD and/or
PBG.
19.10. Upon issuance of LOI to the L1 and L2 Bidders, the Bank will
promptly notify the award of contract to the successful Bidder on the
Bank’s website. The EMD of each unsuccessful Bidder will be discharged
and returned.
20. Powers to Vary or Omit Work:
20.1. No alterations, amendments, omissions, additions, suspensions or
variations of the work (hereinafter referred to as variation) under the
contract shall be made by the successful Bidder except as directed in
writing by Bank. The Bank shall have full powers, subject to the provision
herein after contained, from time to time during the execution of the
contract, by notice in writing to instruct the successful Bidder to make any
variation without prejudice to the contract. The finally selected Bidder shall
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carry out such variation and be bound by the same conditions as far as
applicable as though the said variations occurred in the contract
documents. If any, suggested variations would, in the opinion of the finally
selected Bidder, if carried out, prevent him from fulfilling any of his
obligations under the contract, he shall notify Bank thereof in writing with
reasons for holding such opinion and Bank shall instruct the successful
Bidder to make such other modified variation without prejudice to the
contract. The finally selected Bidder shall carry out such variation and be
bound by the same conditions as far as applicable as though the said
variations occurred in the contract documents. If the Bank confirms its
instructions, the successful Bidder’s obligations shall be modified to such
an extent as may be mutually agreed, if such variation is substantial and
involves considerable extra cost. Any agreed difference in cost
occasioned by such variation shall be added to or deducted from the
contract price as the case may be.
20.2. In any case in which the successful Bidder has received instructions
from the Bank as to the requirements for carrying out the altered or
additional substituted work which either then or later on, will in the opinion
of the finally selected Bidders, involve a claim for additional payments,
such additional payments shall be mutually agreed in line with the terms
and conditions of the order.
20.3. If any change in the work is likely to result in reduction in cost, the
parties shall agree in writing so as to the extent of change in contract
price, before the finally selected Bidder(s) proceeds with the change. In all
the above cases, in the event of a disagreement as to the reasonableness
of the said sum, the decision of the Bank shall prevail.
21. No waiver of Bank Rights or Successful Bidder’s Liability:
21.1. Neither any sign-off, nor any payment by the Bank for acceptance
of the whole or any part of the work, nor any extension of time, nor any
possession taken by the Bank shall affect or prejudice the rights of Bank
against the finally selected Bidder(s), or relieve the finally selected
Bidder(s) of his obligations for the due performance of the contract, or be
interpreted as approval of the work done, or create liability in the Bank to
pay for alterations/ amendments/ variations, or discharge the liability of
the successful Bidder(s) for the payment of damages whether due,
ascertained, or certified or not or any sum against the payment of which
he is bound to indemnify the Bank nor shall any such certificate nor the
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acceptance by him of any such amount paid on account or otherwise
affect or prejudice the rights of the successful Bidder against Bank.
22. Change of Orders:
22.1. The Bank may, at any time, by a written order given to the Vendor,
make changes within the general scope of the Contract in any one or
more of the following:
22.1.1. Method of shipment or packing;
22.1.2. Place of delivery;
22.1.3. Quantities to be supplied subject to 25% above or below the
originally declared quantities.
22.1.4. If due to lack of technical feasibility or lack of commercial
viability or due to unforeseen circumstances, the Bank finds that it is
unable to buy certain components or services, or will need to
substitute one component or service with another, the Bank may
change the quantities beyond 25 % plus or minus. The Bank also
reserves the right to avail the products/services as per the rate
discovered through this RFP in respect of following items, during the
term of the contract :
Price Bid Item No.
Description of Product/Service If the Need for Variation Arises
3 Perpetual Client License Existing and current RFP
Additional licenses should be provided at the same unit rate.
4 a,b,c and d
Managed Services for existing and current RFP endpoints for 7 years
MS for Existing and Future endpoint should be provided at the same unit rate
7 b and c Onsite Advanced Technical Support : Senior and Junior Resources.
Additional resources should be provided at the same unit rate.
9 Support cost for Existing Makes and Models
Support for make and model procured in the future should be provided at the same unit rate.
10 Site Installation and Modification Services
Cost will be paid as per actual requirements.
22.2. If any such change causes an increase or decrease in the cost of,
or the time required for the Vendor’s performance of any provisions under
the Contract, an equitable adjustment shall be made in the Contract Price
or delivery schedule, or both, and the Contract shall accordingly be
amended. Any claims by the Vendor for adjustment under this clause
must be asserted within 15 days from the date of Vendor’s receipt of
Bank’s change order.
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23. Contract Amendments:
23.1. No variation in or modification of the terms of the Contract shall be
made, except by written amendment, signed by the parties.
24. Bank’s Right to Accept Any Bid and to Reject Any or All Bids:
24.1. The Bank reserves the right to accept or reject any Bid in part or in
full or to cancel the bidding process and reject all Bids at any time prior to
contract award, without incurring any liability to the affected Bidder or
Bidders or any obligation to inform the affected Bidder or Bidders of the
grounds for the Bank’s action.
25. Documentary Evidence Establishing Bidder’s Eligibility and
Qualifications:
On acceptance of the Bid by the Bank, the Bidder needs to submit the
undertaking of authenticity on the lines of Appendix-16 along with
documentary evidence of their eligibility/qualifications to perform the
Contract to the Bank’s satisfaction:
25.1. that in case of a Bidder offering to supply Equipment, Software
Solution and Services mentioned in the scope of work, the Bidders need
to provide the evidence that Bidder has been duly authorized by the OEM
strictly on the lines of authorization letter Appendix 3-6 and Appendix-17
as the case may be.
25.2. that adequate, specialized expertise are available with the Bidder to
ensure that the services are responsive and the Bidder will assume total
responsibility for the fault-free operation of the Equipment and Software
Solution proposed and maintenance thereof during the support
(warranty/annual maintenance contract) period.
26. Performance Bank Guarantee:
26.1. Performance Bank Guarantee [PBG] of the amount 20 % of the
proportionate Total Cost of Ownership based on the Final reverse auction
price (which shall be calculated and advised by the Bank to Selected
Bidder(s)) with validity period of 7 years plus 3 months claim period,
furnished hereunder strictly on the format at Appendix-9 is to be submitted
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by the finally selected Bidder(s). The PBG should be issued by a
Scheduled Commercial Bank other than SBI and needs to be submitted
within the specified time of receipt of formal communication from the Bank
about their Bid finally selected. Purchase Order will be released only after
receipt of the Performance Bank Guarantee. In case, SBI is the sole
Banker for the Bidder, a Letter of Comfort from SBI may be accepted.
26.2. The PBG is required to protect the interest of the Bank against the risk of
non-performance or failure to perform any obligation(s), either fully or
partially, of the successful Bidder in respect of successful implementation
of the project under any of the agreement(s) pursuant to this RFP, which
may warrant invoking of PBG, also if any act of the supplier results in
imposition of Liquidated Damages then also the Bank reserves the right to
invoke the PBG.
27. System Integration Testing & User Acceptance Testing:
The Vendor should integrate the software with the existing systems as per
requirement of the Bank and carry out thorough system integration testing.
System integration testing will be followed by user acceptance testing, plan for
which should be submitted by the Vendor to the Bank. The UAT includes
functional tests, resilience tests, benchmark comparisons, operational tests,
load tests etc. SBI staff / third Party Vendor designated by the Bank will carry
out the functional testing. This staff / third party vendor will need necessary
on-site training for the purpose and should be provided by the Vendor. Vendor
should carry out other testing like resiliency/benchmarking/load etc. Vendor
should submit result log for all testing to the Bank.
On satisfactory completion of the aforementioned tests and ISD Clearance
and pilot, successful commission and acceptance of solution letter will be
issued to the vendor by the competent authority on the line of Appendix-10b.
28. Country or Origin / Eligibility of Goods & Services:
28.1. All equipments and components thereof to be supplied under the
Contract shall have their origin in eligible source countries, as per the
prevailing Import Trade Control Regulations in India.
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28.2. For purposes of this clause, “origin” means the place where the
goods are mined, grown, or manufactured or produced, or the place from
which the related Equipment is supplied. Goods are produced when,
through manufacturing, processing or substantial and major assembly of
components, a commercially-recognized Equipment results that is
substantially different in basic characteristics or in purpose or utility from
its components.
29. Delivery, Installation, Commissioning & Documentation:
29.1. The Vendor shall provide such packing of the Equipment as is
required to prevent its damage or deterioration during transit thereof to the
location given by the Bank. The packing shall be sufficient to withstand,
without limitation, rough handling during transit and exposure to extreme
temperature, salt and precipitation during transit and open storage. Size
and weight of packing cases shall take into consideration, where
appropriate, the remoteness of the Equipment final destination and the
absence of heavy handling facilities at all transit points.
29.2. Delivery, installation and commissioning of the equipment shall be
made by the Vendor in accordance with the system approved / ordered
and within the time schedule given in the Scope of work given in
Appendix-6 of this document.
29.3. The delivery will be considered to be complete when the
equipments/ components/ associated software/firmware are received in
good working condition at the designated locations and Bank issued a
acceptance letter.
29.4. The installation will be considered to be completed, when the
Equipment and Software Solution including all the hardware,
accessories/components, firmware/system software, and other associated
software have been supplied, installed and operationalised as per the
technical specifications and all the features as per the technical
specifications are demonstrated and implemented as required, on the
systems, to the satisfaction of the Bank and certification as per Appendix
10a, and Appendix 10b is provided by the Bank. The Bidder should
resolve any problem faced during installation and operationalisation.
29.5. In addition, vendor will supply all associated documentation relating
to the Equipment, Software Solution and Services etc. The Equipment,
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Software Solution and Services are considered accepted (commissioned
and operationalised) after signing the Acceptance Test Plan (ATP)
document jointly by the representative of the Bank and the engineer from
the vendor on the lines of format/certificate on the lines of Appendix-10a
and, Appendix-10b of this RFP. The component level checking for
individual item may be included during the acceptance test. The
‘Acceptance Test Plan’ document shall be deemed to form a part of the
Agreement, to be signed between the vendor and the SBI. On the
evaluation of the Acceptance Test results, if required, in view of the
performance of the Equipment, Software Solution and Services (including
hardware equipments/ components/ software), as observed during the
Acceptance Test, the Bidder shall take remedial measures including
upgradation of any of the components thereunder, including replacement
thereof, at no additional cost to the Bank within a fortnight from the date of
notification of the same to the vendor. The vendor should ensure that the
Equipment, Software Solution and Services meets the requirements of the
Bank as envisaged in the RFP.
29.6. The details of the documents to be furnished by the Vendor are
specified hereunder: -
29.6.1. 2 copies of Vendor’s Invoice showing contract number,
equipments description, quantity, unit price and total amount.
29.6.2. Delivery Note or acknowledgement of receipt of Equipment
from the Consignee or in case of Equipment from abroad, original and
two copies of the negotiable clean Airway Bill.
29.6.3. 2 copies of packing list identifying contents of each of the
package.
29.6.4. Insurance Certificate.
29.6.5. Manufacturer’s / Vendor’s warranty certificate.
29.7. The above documents shall be received by the Bank before arrival of
Equipment (except where it is handed over to the Consignee with all
documents). If these documents are not received, the Vendor will be
responsible for any consequent expenses.
29.8. Penalties as specified in Appendix-11 will be applicable for the any
kind of default in delay in delivery, installation/commissioning/support etc.
expected in scope of work which will be deducted at the time of making
payment(s).
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29.9. In addition to the penalty on delayed supplies, Bank also reserves
the right to cancel the Purchase Order and forfeit the EMD. In the event
of such cancellation, the vendor is not entitled to any compensation,
whatsoever.
29.10. For the System & other Software/firmware required with the hardware
ordered for, the following will apply:
29.10.1. The vendor shall supply standard software/firmware package
published by third parties in or out of India in their original publisher-
packed status only, and should have procured the same either directly
from the publishers or from the publisher's sole authorized
representatives only.
29.10.2. The Vendor shall provide complete and legal
documentation of all sub systems, licensed operating systems,
licensed system software/firmware, licensed utility software and other
licensed software. The Vendor shall also provide licensed software for
all software/firmware whether developed by them or acquired from
others.
29.10.3. In case the Vendor is providing software/firmware which
is not its proprietary software then the Vendor must submit evidence
in the form of agreement he has entered into with the
software/firmware vendor which includes support from the
software/firmware vendor for the proposed software for the entire
period of contract with the the Bank.
The ownership of the software license shall be that of the Bank from the
date of delivery of the same. In other words, wherever the ownership of
the licenses is indicated, the name “State Bank of India” must appear to
indicate that the Bank is the perpetual owner of the software/license.
Evidence to this effect must be submitted before the payment can be
release
30. Services:
30.1. All professional services necessary to successfully implement the
proposed Equipment, Software Solution and Services will be part of the
RFP/contract. These services include, but are not limited to, Project
Management, Training, Deployment methodologies etc
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30.2. The Bidder should also submit as part of technical Bid an overview
of Project Management approach of the proposed Equipment, Software
Solution and Services.
30.3. Bidder should ensure that vendor’s key personnel with relevant
skill-sets are available to the Bank.
30.4. Bidder should ensure that the quality of methodologies for
delivering the Equipment, Software Solution and Services, adhere to
quality standards/timelines stipulated therefor.
30.5. Bidder shall be willing to transfer skills to relevant personnel from
the Bank, by means of training and documentation.
30.6. Bidder shall provide and implement patches/ upgrades/ updates for
Equipment and Software Solution/Firmware/ OS/hardware/ software/
Operating System / Middleware etc as and when released by the Vendor/
OEM or as per requirements of the Bank without any additional cost.
Bidder should bring to notice of the Bank all releases/ version changes.
30.7. Bidder shall obtain a written permission from the Bank before
applying any of the patches/ upgrades/ updates. Bidder has to support
older versions of the hardware/ software/ Operating System/Middleware
etc in case the Bank chooses not to upgrade to latest version.
30.8. Bidder shall provide maintenance support for Hardware/ Software/
Operating System/ Middleware over the entire period of contract.
30.9. All Equipment and Software Solution updates, upgrades & patches
shall be provided by the Bidder/ Vendor free of cost during warranty and
AMC/ ATS/ S&S period.
30.10. Bidder shall provide legally valid
firmware/Software Solution. The detailed information on license count and
type of license should also be provided to the Bank.
30.11. The ownership of the
software/firmware license and the hardware shall be that of the Bank from
the date of delivery of the same to the Bank. In other words, wherever the
ownership of the licenses/hardware is indicated, the name “State Bank of
India” must appear to indicate that the Bank is the perpetual owner of the
hardware/operating software/firmware, etc. associated with the hardware.
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Evidence in this regard must be submitted before the payment is
released.
30.12. The Bidder shall keep the Bank explicitly informed the end of support
dates on related Equipment/hardware/firmware/Software and should
ensure support during warranty and AMC/ATS/S&S.
31. Warranty and Annual Maintenance Contract:
31.1. The selected Bidder shall support the Equipment, Software Solution
and Services and its associated items/components including OS/firmware
/Software Solution during the period of warranty and AMC as specified in
Scope of work in this RFP from the date of acceptance of the
Equipment/Software Solution by State Bank of India.
31.2. During the warranty and AMC period, the Bidder will have to
undertake comprehensive support of the entire Equipment
(hardware/components/ operating software/firmware) ,Software Solution
supplied by the Bidder and all new versions, releases, and updates for all
standard software to be supplied to the Bank at no additional cost to the
Bank. During the support period, the Bidder shall maintain the Equipment
( (hardware/Software etc), Software Solution to comply with parameters
defined for acceptance criteria and the Bidder shall be responsible for all
costs relating to labour, spares, maintenance (preventive and corrective),
compliance of security requirements and transport charges from and to
the Site (s) in connection with the repair/ replacement of the of the
Equipment (hardware/ equipment/ components/ software or any
component/ part thereunder), and Software Solution, which, under
normal and proper use and maintenance thereof, proves defective in
design, material or workmanship or fails to conform to the specifications,
as specified.
31.3. During the support period (warranty and AMC), the vendor shall
ensure that services of professionally qualified personnel are available for
providing comprehensive on-site maintenance of the Equipment and
Software Solution and its components as per the Bank’s requirements.
Comprehensive maintenance shall include, among other things, day to
day maintenance of the Equipment and Software Solution as per the
Bank’s policy, reloading of firmware/software, compliance to security
requirements, etc. when required or in the event of system
crash/malfunctioning, arranging and configuring facility as per the
requirements of the Bank, fine tuning, system monitoring, log
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maintenance, etc. The Bidder shall provide services of an expert engineer
at SBI GITC, Belapur or at other locations wherever required, whenever it
is essential. In case of failure of Equipment (hardware, system software or
any of its components), Software Solution, the Bidder shall ensure that
Software Solution is made operational to the full satisfaction of the Bank
within the given timelines. The selected Bidder shall provide preventive
maintenance schedules as per periodicity, which shall be specified in
advance.
31.4. Onsite comprehensive warranty for the solution would include free
replacement of spares, parts, kits, resolution of problem, if any, in
solution.
31.5. Warranty/ AMC for the system software/ off-the shelf software will
be provided to the Bank as per the general conditions of sale of such
software.
31.6. Support (Warranty/ AMC) would be on-site and comprehensive in
nature and must have back to back support from the OEM/Vendor. The
vendor will warrant Equipment against defects arising out of faulty design
etc. during the specified support period. Undertaking on the lines of
Appendix-17 of this RFP document is required to be submitted by the
vendor, duly endorsed by the OEM that in case vendor fails to provide
services then OEM shall provide the same at no extra cost, to the
satisfaction of the Bank. The vendor will warrant Equipments against
defect arising out of faulty design, materials, etc. during the specified
support period. The vendor will provide support for operating systems and
other pre-installed software components/system software during the
specified period of the hardware on which these software and operating
system will be installed. The vendor shall repair or replace worn out or
defective parts including all plastic parts of the equipments at his own cost
including the cost of transport.
31.7. In the event of system break down or failures at any stage,
protection available, which would include the following, shall be specified.
a. Diagnostics for identification of systems failures
b. Protection of data/ Configuration
c. Recovery/ restart facility
d. Backup of system software/ Configuration
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31.8. Prompt support shall be made available as desired in this RFP during
the support period at the locations as and when required by the Bank.
31.9. The Bidder shall be agreeable for on-call/on-site support during peak
weeks (last and first week of each month) and at the time of switching
over from PR to DR and vice-versa. No extra charge shall be paid by the
Bank for such needs, if any, during the support period.
31.10. Bidder support staff should be well trained to effectively handle
queries raised by the customers/employees of the Bank.
31.11. Updated escalation matrix shall be made available to the Bank once
in each quarter and each time the matrix gets changed.
32. Compliance with IS Security Policy:
32.1. The Vendor shall have to comply with Bank’s IT & IS Security policy
in key concern areas relevant to the RFP, details of which will be shared
with the finally selected Bidder. Some of the key areas are as under:
32.1.1. Responsibilities for data and application privacy and
confidentiality
32.1.2. Responsibilities on system and software access control and
administration
32.1.3. Custodial responsibilities for data, software, hardware and
other assets of the Bank being managed by or assigned to the Vendor
32.1.4. Physical Security of the facilities
32.1.5. Physical and logical separation from other customers of the
Vendor
32.1.6. Incident response and reporting procedures
32.1.7. Password Policy of the Bank
32.1.8. Data Encryption/Protection requirements of the Bank.
32.1.9. In general, confidentiality, integrity and availability must be
ensured.
33. Penalties / SLA Conditions:
As mentioned in Appendix-11of this RFP.
34. Right to Verification:
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The Bank reserves the right to verify any or all of the statements made by
the Bidder in the tender document and to inspect the Bidder’s facility, if
necessary, to establish to its satisfaction about the Bidder’s
capacity/capabilities to perform the job.
35. Purchase Price:
35.1. Total cost of Equipment (hardware equipments/ components/
software), Software Solution and services with support (including warranty
and AMC) would be the Total Cost of Ownership (TCO) and has to be
quoted in reverse auction. commercial Bid.
35.2. Bidders should ensure that exchange rate fluctuations, changes in
import duty/other taxes should not affect the rupee value of commercial
Bid over the validity period defined in this RFP.
35.3. The order will be placed for total Cost of hardware,
software/firmware/services/warranty and Software
Solution/services/warranty and AMC/ATS/S&S. Bank may also issue a
separate order for AMC after expiry of the warranty period.
35.4. The applicable TDS will be deducted at the time of payment of
invoices.
35.5. Terms of payment are given in Appendix – 7a – Payment Terms.
Selected Bidder must have an account with SBI and payment for
deliverables shall be credited to Service Provider’s account with
SBI.
35.6. Prices payable to the Vendor as stated in the Contract shall be firm
and not subject to adjustment during performance of the Contract,
irrespective of reasons whatsoever, including exchange rate fluctuations,
any upward revision in duties, charges, etc.
35.7. The Bidder will pass on to the Bank, all fiscal benefits arising out of
reductions, if any, in Government levies viz. custom duty, GST etc. or the
benefit of discounts if any announced in respect of the cost of the items
for which orders have been placed during that period.
35.8. The Bank reserves the right to re-negotiate the prices in the event
of change in the international market prices of both the hardware and
software.
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36. Inspection and Quality Control Tests:
36.1. The Bank reserves the right to carry out pre-shipment factory /
godown inspection by a team of Bank officials or demand a demonstration
of the Equipment on a representative model at Bidder’s place.
36.2. The Inspection and Quality Control tests before evaluation, prior to
shipment of goods and at the time of final acceptance would be as
follows:.
36.2.1. Inspection/Pre-shipment Acceptance Testing of Goods as
per quality control formats including functional testing, burn-in tests
and mains fluctuation tests at full load, facilities etc., as per the
standards / specifications and may be done at factory site of the
supplier before dispatch of goods, by the Bank / Bank’s Consultants /
Testing Agency.
36.2.2. The Vendor shall intimate the Bank before dispatching the
goods to various locations/offices for conduct of pre-shipment testing.
Successful conduct and conclusion of pre-dispatch inspection shall be
the sole responsibility of the supplier;
36.2.3. Provided that the Bank may, at its sole discretion, waive
inspection of goods having regard to the value of the order and/or the
nature of the goods and/or any other such basis as may be decided at
the sole discretion of the Bank meriting waiver of such inspection of
goods.
36.2.4. In the event of the Equipment /Software Solution failing to
pass the acceptance test, as per the specifications given, a period not
exceeding two weeks will be given to rectify the defects and clear the
acceptance test, failing which, the Bank reserves the right to cancel
the Purchase Order.
36.2.5. The inspection and quality control tests may also be
conducted at the point of delivery and / or at the goods’ final
destination. Reasonable facilities and assistance, including access to
drawings and production data, shall be furnished to the inspectors, at
no charge to the Bank. In case of failure by the Vendor to provide
necessary facility / equipment at its premises, all the cost of such
inspection like travel, boarding, lodging & other incidental expenses of
the Bank’s representatives to be borne by the Vendor.
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36.2.6. Nothing stated herein above shall in any way release the
Vendor from any warranty or other obligations under this contract.
36.3. The Bank’s right to inspect, test the Equipment/Software Solution
after delivery of the same to the Bank and where necessary reject the
Equipments/Software solution arrival at the destination/solution which
does not meet the specification provided by the Bank. This shall in no
way be limited or waived by reason of the Equipment and Software
Solution having previously being inspected, tested and passed by the
Bank or its representative prior to the Equipments/ Software solution
shipment from the place of origin by the Bank or its representative prior to
the installation and commissioning.
36.4. Nothing stated hereinabove shall in any way release the Vendor from
any warranty or other obligations under this contract.
36.5. System integration testing and User Acceptance testing will be
carried out as per requirement of the Bank.
37. Right to Audit:
37.1. The Selected Bidder (Service Provider) has to get itself annually
audited by internal/ external empaneled Auditors appointed by the Bank/
inspecting official from the Reserve Bank of India or any regulatory
authority, covering the risk parameters finalized by the Bank/ such
auditors in the areas of Equipment, Software Solution (including Source
Code ) and Services etc. provided to the Bank and the Service Provider
is required to submit such certification by such Auditors to the Bank. The
Service Provider and or his / their outsourced agents / sub – contractors
(if allowed by the Bank) shall facilitate the same The Bank can make its
expert assessment on the efficiency and effectiveness of the security,
control, risk management, governance system and process created by the
Service Provider. The Service Provider shall, whenever required by the
Auditors, furnish all relevant information, records/data to them. All costs
for such audit shall be borne by the Bank. Bank shall provide prior notice
of 7 calendar days before such audit provided this will not be applicable
in case of audit is conducted by any statutory or regulatory authority.
37.2. Where any deficiency has been observed during audit of the
Service Provider on the risk parameters finalized by the Bank or in the
certification submitted by the Auditors, the Service Provider shall
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correct/resolve the same at the earliest and shall provide all necessary
documents related to resolution thereof and the auditor shall further certify
in respect of resolution of the deficiencies. The resolution provided by the
Service Provider shall require to be certified by the Auditors covering the
respective risk parameters against which such deficiencies have been
observed.
37.3. Service Provider shall, whenever required by the Bank, furnish all
relevant information, records/data to such auditors and/or inspecting
officials of the Bank/Reserve Bank of India and or any regulatory
authority. The Bank reserves the right to call and/or retain for any relevant
material information /reports including audit or review reports undertaken
by the service provider (e.g., financial, internal control and security
reviews) and findings made on Selected Bidder in conjunction with the
services provided to the Bank.
38. Subcontracting:
38.1. As per scope of the RFP, subcontracting is prohibited. However, if
the Bidder subsequently wishes to sub-contract the scope of work, it will
have to obtain specific written permission from the Bank before
contracting any work to subcontractors. Bank at its own discretion may
permit or deny the same.
38.2. In case subcontracting is permitted by the Bank, the contracting
vendor will be responsible for all the services provided to the Bank
regardless of which entity is conducting the operations. The contracting
vendor is also responsible for ensuring that the sub-contractor comply
with all security requirements of the contract and the Bank can obtain
independent audit report for the same. In such a case, the Bidder shall
provide subcontracting details to the Bank and if require, Bank may
evaluate the same.
39. Insurance:
39.1. The insurance shall be for an amount equal to 110 percent of the
value of the Equipments from “Warehouse to final destination” on “All
Risks” basis, valid for a period of one month after delivery of equipments
at the defined destination.
39.2. Should any loss or damage occur, the Vendor shall:
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39.2.1. initiate and pursue claim till settlement and
39.2.2. Promptly make arrangements for repair and / or replacement
of any damaged item to the satisfaction of the Bank, irrespective of
settlement of claim by the underwriters.
40. Validity of Agreement:
The Agreement/ SLA will be valid for the period of seven years including
warranty and AMC which can be extended upto 10 years, solely at the
discretion of the Bank. The Bank reserves the right to terminate the
Agreement as per the terms of RFP.
41. Limitation of Liability:
41.1. For breach of any obligation mentioned in this RFP and/or
respective Agreements(Appendix 12a,12b and 12c),, subject to
obligations mentioned in this clause, in no event Service Provider shall be
liable for damages to the Bank arising under or in connection with the
respective Agreementsthis RFP for an amount exceeding the total Project
Cost of the respective AgreementsProject. Service provider will ensure
Bank’s data confidentiality and shall be responsible for liability arising in
case of breach of any kind of security and/or leakage of confidential
customer/Bank’s related information to the extent of loss so caused.
41.2. The limitations set forth herein shall not apply with respect to:
41.2.1. claims that are the subject of indemnification pursuant to IPR
infringement,
41.2.2. damage(s) occasioned by the gross negligence, fraud or
willful misconduct of Service Provider,
41.2.3. damage(s) occasioned by Service Provider for breach of
Confidentiality Obligations,
41.2.4. When a dispute is settled by the Court of Law in India.
41.2.5.41.2.4. Regulatory or statutory fines imposed by a
Government or Regulatory agency for non-compliance of statutory or
regulatory guidelines applicable to the Bank, provided such guidelines
were brought to the notice of Service Provider.
42. Confidentiality:
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42.1. Bidder acknowledges and agrees that all tangible and intangible
information obtained, developed or disclosed including all documents,
contract, purchase order to be issued, data papers and statements and
trade secret of the Bank relating to its business practices and their
competitive position in the market place provided to the selected Bidder
by the Bank in connection with the performance of obligations of Bidder
under the purchase order to be issued, in part or complete shall be
considered to be confidential and proprietary information (“Confidential
Information”) and shall not be disclosed to any third party/published
without the written approval of the Bank.
42.2. The Confidential Information will be safeguarded and Bidder will
take all the necessary action to protect it against misuse, loss,
destruction, alterations or deletions thereof. In the event of a breach or
threatened breach by Bidder of this section, monetary damages may not
be an adequate remedy; therefore, Bank shall be entitled to injunctive
relief to restrain Bidder from any such breach, threatened or actual.
42.3. Any document, other than the Contract itself, shall remain the
property of the Bank and shall be returned (in all copies) to the Bank on
completion of the Vendor’s performance under the Contract, if so required
by the Bank.
43. Delay in the Vendor’s Performance:
43.1. Delivery, installation, commissioning of the Equipment, Software
Solution and performance of Services shall be made by the Vendor within
the timelines prescribed in the RFP.
43.2. If at any time during performance of the Contract, the Vendor
should encounter conditions impeding timely delivery of the Equipments,
Software Solution and performance of Services, the Vendor shall promptly
notify the Bank in writing of the fact of the delay, it’s likely duration and
cause(s). As soon as practicable after receipt of the Vendor’s notice, the
Bank shall evaluate the situation and may, at its discretion, extend the
Vendors’ time for performance, in which case, the extension shall be
ratified by the parties by amendment of the Contract.
43.3. Any delay in performing the obligation/ defect in performance by the
Vendor may result in imposition of penalty, liquidated damages,
invocation of Performance Bank Guarantee and/or termination of contract
(as laid down elsewhere in this RFP document).
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44. Vendor’s Obligations:
44.1. The Vendor is responsible for and obliged to conduct all contracted
activities in accordance with the contract using state-of-the-art methods
and economic principles and exercising all means available to achieve the
performance specified in the Contract.
44.2. The vendor will be responsible for arranging and procuring all
relevant permissions / Road Permits etc. for transportation of the
equipment to the location where installation is to be done. The Bank
would only provide necessary letters for enabling procurement of the
same.
44.3. The Vendor is obliged to work closely with the Bank’s staff, act
within its own authority and abide by directives issued by the Bank from
time to time and complete implementation activities.
44.4. The Vendor will abide by the job safety measures prevalent in India
and will free the Bank from all demands or responsibilities arising from
accidents or loss of life, the cause of which is the Vendor’s negligence.
The Vendor will pay all indemnities arising from such incidents and will not
hold the Bank responsible or obligated.
44.5. The Vendor is responsible for managing the activities of its personnel
or sub-contracted personnel (where permitted) and will hold itself
responsible for any misdemeanors.
44.6. Vendor shall provide necessary training from the OEM to the
designated SBI officials on the configuration, operation/ functionalities,
maintenance, support & administration for software/ hardware and
components, Software Solution, installation, troubleshooting processes of
the proposed solution.
44.7. The Vendor shall treat as confidential all data and information about
SBI, obtained in the process of executing its responsibilities, in strict
confidence and will not reveal such information to any other party without
prior written approval of the Bank as explained under ‘Non-Disclosure
Agreement’ in Appendix-13 of this document.
45. Technical Documentation:
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45.1. The Vendor shall deliver the following documents to the Bank for
every firmware/software including third party software before software/
service become operational, which includes, user manuals, installation
manuals, operation manuals, design documents, process documents,
technical manuals, functional specification, software requirement
specification, on-line tutorials/ CBTs, system configuration documents,
system/database administrative documents, debugging/diagnostics
documents, test procedures etc.
45.2. The vendor shall also provide documents related to Review
Records/ Test Bug Reports/ Root Cause Analysis Report, list of all
Equipment components, list of all dependent/external modules and list of
all documents relating to traceability of the Equipment, Software Solution
and Services as and when applicable.
45.3. The Vendor should also provide the MIS reports as per
requirements of the Bank. Any level/ version changes and/or clarification
or corrections or modifications in the abovementioned documentation
should be supplied by the Vendor to the Bank, free of cost in timely
manner. The vendor shall develop customized documentation as per
Bank’s requirement, if desired by the Bank.
46. Patent Rights/Intellectual Property Rights:
46.1. For any licensed software/firmware used by the finally selected L1/
TC1 Vendor(s) for performing services or developing software for the
Bank, the Vendor shall have the right as well as the right to license for the
outsourced services or third party software development. The vendor
shall, if applicable, furnish a photocopy of the Agreement with their
Principals/OEM in respect of Equipment, Software Solution and Services
offered. Any license or IPR violation on the part of Vendor/ Subcontractor
should not put the Bank at risk. The Bank reserves the right to audit the
license usage of the Vendor.
46.2. The Vendor shall, at its own expenses without any limitation, defend
and indemnify the Bank against all third-party claims or infringements of
Intellectual Property Rights including patent, trademark, copyright, trade
secret or industrial design rights arising from use of the Equipments or
any part thereof in India or abroad. In case of violation/ infringement of
patent/ trademark/ copyright/ trade secrete or industrial design, the
supplier shall after due inspection and testing get the solution redesigned
for the Bank, at no extra cost.
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for the Bank, at no extra cost.
Indemnification obligations of Vendor for infringement of Intellectual
Property Rights (IPR) will be as per the respective Agreements
(Appendix 12a, 12b and 12c).
46.3. The Vendor shall expeditiously extinguish any such claims and shall
have full rights to defend itself there from. If the Bank is required to pay
compensation to a third party resulting from such infringement(s), the
Vendor shall be fully responsible therefore, including all expenses and
court and legal fees.
46.2.46.4. The Bank will give notice to the Vendor of any such claim without
delay, provide reasonable assistance to the Vendor in disposing of the
claim, and shall at no time admit to any liability for or express any intent to
settle the claim.
settle the claim.
46.3.46.5. For the Solutions with base product (Out of Box features)- Binaries :
The Vendor shall grant the Bank a fully paid-up, irrevocable, non-
exclusive, unlimited, perpetual license throughout the territory of India or
abroad to access, replicate and use software provided by the Vendor,
including all inventions, designs and marks embodied therein perpetually.
The source code / object code / executable code and compilation
procedures of the Software Solution should be placed under an Escrow
arrangement. All necessary documentation in this behalf should be made
available to the Bank. In case of Escrow arrangement, complete details
and the location and the terms and conditions applicable for escrow must
be specified. Any periodical update or upgrade to source code should be
informed and brought under Escrow or made available to the Bank.
Service provider shall bear the payment of fees due to the escrow agent
at regular intervals during the contract period. The Service Provider shall
hold all Intellectual Property rights in any pre-built software (base product
(Out of Box features)- Binaries ), except for those which have been
assigned under the Agreement.
46.4.46.6. Product/Solutions Customisation.: The source code /object code
/executable code and compilation procedures of the Software
Product/Solution customized as per requirement of RFP and Bank, made
under this agreement are the property of the Bank and as such the vendor
shall make them available to the Bank after successful User Acceptance
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Testing. Vendor agrees that the Bank owns the entire right, title and
interest to any inventions, designs, discoveries, writings and works of
authorship, including all Intellectual Property Rights, copyrights for the
customisation done. Any work made under this agreement shall be
deemed to be ‘work made for hire’ under any Indian/U.S. or any other
applicable copyright laws.
47. Liquidated Damages:
47.1. If the Vendor fails to deliver any or all of the Equipments, Software
Solution or perform the services within the stipulated time schedule as
specified in this RFP/ Contract, the Bank may, without prejudice to its
other remedies under the Contract, and unless otherwise extension of
time is agreed upon without the application of Liquidated Damages,
deduct from the Contract Price, as specified in Appendix-11. Once the
maximum deduction is reached, the Bank may consider termination of the
Contract.
If the Service Provider fails to deliver and perform any or all the Services
within the stipulated time, as specified in the RFP/Agreement, the Bank
may, without prejudice to its other remedies under the Agreement, and
unless otherwise extension of time is agreed upon without the application
of liquidated damages, deduct from the Project Cost payable under the
respective agreements (Appendix 12a,12b and 12c) , as liquidated
damages a sum equivalent to 0.5 % of respective total Project cost for
delay of each week or part thereof maximum upto 10 % of the respective
total Project Cost. Once the maximum deduction is reached, the Bank
may consider termination of the Agreement.
48. Conflict of Interest:
48.1. Bidder shall not have a conflict of interest (the “Conflict of Interest”)
that affects the bidding Process. Any Bidder found to have a Conflict of
Interest shall be disqualified. In the event of disqualification, the Bank
shall be entitled to forfeit and appropriate the Bid Security and/or
Performance Security (Performance Bank Guarantee), as the case may
be, as mutually agreed upon genuine estimated loss and damage likely to
be suffered and incurred by the Bank and not by way of penalty for, inter
alia, the time, cost and effort of the Bank, including consideration of such
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Bidder’s proposal (the “Damages”), without prejudice to any other right or
remedy that may be available to the Bank under the bidding documents
and/ or the Concession Agreement or otherwise. Without limiting the
generality of the above, a Bidder shall be deemed to have a Conflict of
Interest affecting the bidding process, if:
48.1.1. the Bidder, its Member or Associate (or any constituent
thereof) and any other Bidder, its Member or any Associate thereof
(or any constituent thereof) have common controlling shareholders or
other ownership interest; provided that this disqualification shall not
apply in cases where the direct or indirect shareholding of a Bidder,
its Member or an Associate thereof (or any shareholder thereof
having a shareholding of more than 5% (five per cent) of the paid up
and subscribed share capital of such Bidder, Member or Associate, as
the case may be) in the other Bidder, its Member or Associate, has
less than 5% (five per cent) of the subscribed and paid up equity
share capital thereof; provided further that this disqualification shall
not apply to any ownership by a bank, insurance company, pension
fund or a public financial institution referred to in section 4A of the
Companies Act, 1956. For the purposes of this Clause, indirect
shareholding held through one or more intermediate persons shall be
computed as follows:
48.1.1.1. where any intermediary is controlled by a person
through management control or otherwise, the entire
shareholding held by such controlled intermediary in any other
person (the “Subject Person”) shall be taken into account for
computing the shareholding of such controlling person in the
Subject Person; and
48.1.1.1.1. where any intermediary is controlled by a person
through management control or otherwise, the entire
shareholding held by such controlled intermediary in any
other person (the “Subject Person”) shall be taken into
account for computing the shareholding of such controlling
person in the Subject Person; and
48.1.1.1.2. subject always to sub-clause (i) above, where a
person does not exercise control over an intermediary,
which has shareholding in the Subject Person, the
computation of indirect shareholding of such person in the
Subject Person shall be undertaken on a proportionate
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basis; provided, however, that no such shareholding shall be
reckoned under this sub-clause if the shareholding of such
person in the intermediary is less than 26% of the
subscribed and paid up equity shareholding of such
intermediary; or
48.1.2. a constituent of such Bidder is also a constituent of
another Bidder; or
48.1.3. such Bidder, its Member or any Associate thereof
receives or has received any direct or indirect subsidy, grant,
concessional loan or subordinated debt from any other Bidder, its
Member or Associate, or has provided any such subsidy, grant,
concessional loan or subordinated debt to any other Bidder, its
Member or any Associate thereof; or.
48.1.4. such Bidder has the same legal representative for purposes
of this Bid as any other Bidder; or
48.1.5. such Bidder, or any Associate thereof, has a relationship with
another Bidder, or any Associate thereof, directly or through common
third party/ parties, that puts either or both of them in a position to
have access to each other’s information about, or to influence the Bid
of either or each other; or
48.1.6. such Bidder or any of its affiliates thereof has
participated as a consultant to the Bank in the preparation of any
documents, design or technical specifications of the Project.
49. Fraud & Corrupt Practices:
49.1.1. The Bidder and their respective officers, employees, agents
and advisers shall observe the highest standard of ethics during the
bidding process. Notwithstanding anything to the contrary contained
herein, the Bank shall reject an Application without being liable in any
manner whatsoever to the Bidder if it determines that the Bidder has,
directly or indirectly or through an agent, engaged in
corrupt/fraudulent/coercive/undesirable or restrictive practices in the
bidding process.
49.1.2. Without prejudice to the rights of the Bank under Clause
49.1.1 hereinabove, if a Bidder is found by the Bank to have directly
or indirectly or through an agent, engaged or indulged in any
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corrupt/fraudulent/coercive/undesirable or restrictive practices during
the bidding Process, such Bidder shall not be eligible to participate in
any EOI/RFP issued by the Bank during a period of 2 (two) years from
the date if such Bidder is found by the Bank to have directly or
indirectly or through an agent, engaged or indulged in any corrupt/
fraudulent/ coercive/ undesirable or restrictive practices, as the case
may be.
49.1.3. For the purposes of this Clause , the following terms shall
have the meaning hereinafter, respectively assigned to them:
49.1.3.1. “corrupt practice” means (i) the offering, giving, receiving,
or soliciting, directly or indirectly, of anything of value to influence
the actions of any person connected with the bidding process (for
avoidance of doubt, offering of employment to or employing or
engaging in any manner whatsoever, directly or indirectly, any
official of the Bank who is or has been associated in any manner,
directly or indirectly with the bidding process or the Letter of
Authority or has dealt with matters concerning the Concession
Agreement or arising there from, before or after the execution
thereof, at any time prior to the expiry of one year from the date
such official resigns or retires from or otherwise ceases to be in
the service of the Bank, shall be deemed to constitute influencing
the actions of a person connected with the bidding process); or
(ii) engaging in any manner whatsoever, whether during the
bidding process or after the issue of the Letter of Authority or
after the execution of the Agreement, as the case may be, any
person in respect of any matter relating to the Project or the
Letter of Authority or the Agreement, who at any time has been
or is a legal, financial or technical adviser of the Bank in relation
to any matter concerning the Project;
49.1.3.2. “Fraudulent practice” means a misrepresentation or
omission of facts or suppression of facts or disclosure of
incomplete facts, in order to influence the bidding process
49.1.3.3. “Coercive practice” means impairing or harming or
threatening to impair or harm, directly or indirectly, any person or
property to influence any person’s participation or action in the
bidding process;
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49.1.3.4. “Undesirable practice” means (i) establishing contact with
any person connected with or employed or engaged by the Bank
with the objective of canvassing, lobbying or in any manner
influencing or attempting to influence the bidding process; or (ii)
having a Conflict of Interest; and
49.1.3.5. “Restrictive practice” means forming a cartel or arriving at
any understanding or arrangement among Bidders with the
objective of restricting or manipulating a full and fair competition
in the bidding process.
50. Termination for Default :
50.1. The Bank, without prejudice to any other remedy for breach of
Contract, by a written notice of not less than 30 (thirty) days sent to the
Vendor, may terminate the Contract in whole or in part:
50.1.1.
If the Vendor fails to deliver any or all of the
Equipments/Software Solution and Services within the period(s)
specified in the Contract, or within any extension thereof granted
by
the Bank; or
50.1.2.
If the vendor fails to perform any other obligation(s) under
the contract; or
50.1.3.
Laxity in adherence to standards laid down by the Bank; or
50.1.4.
Discrepancies/deviations in the agreed processes and/or
Products/Software Solution; or
50.1.5.
Violations of terms and conditions stipulated in this RFP.
50.2. The Bank, without prejudice to any other remedy for breach of
contract, shall have the right to terminate the contract in whole or part, at
any time by giving a written notice of 30 days to the Service Provider, if
Service Provider fails to deliver any or all of the deliverables within the
period(s) specified in this Agreement, or within any extension thereof
granted by the Bank pursuant to conditions of Agreement or if service
provider fails to perform any other obligation(s) and/or breach any of
terms and conditions of the RFP/Agreement provided a cure period of not
less than 60 days (term) is given to service provider to rectify the defects.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 52 of 58
50.1.50.3. In the event the Bank terminates the Contract in whole or in part for
the breaches attributable to the Vendor, the Bank may procure, upon such
terms and in such manner as it deems appropriate, Equipments, Software
Solution and Services similar to those undelivered, and the Vendor shall
be liable to the Bank for any increase in cost for such similar Equipments,
Software Solution and Services. However, the Vendor shall continue
performance of the Contract to the extent not terminated.
50.2.50.4. If the contract is terminated under any termination clause, the
vendor shall handover all documents/ executable/ Bank’s data or any
other relevant information to the Bank in timely manner and in proper
format as per scope of this RFP and shall also support the orderly
transition to another vendor or to the Bank.
50.3.50.5. During the transition, the Vendor shall also support the Bank on
technical queries/support on process implementation or in case of
software provision for future upgrades.
50.4.50.6. The Bank’s right to terminate the Contract will be in addition to the
penalties / liquidated damages and other actions as deemed fit.
50.5.50.7. In the event of failure of the Service Provider to render the Services
or in the event of termination of agreement or expiry of term or otherwise,
without prejudice to any other right, the Bank at its sole discretion may
make alternate arrangement for getting the Services contracted with
another vendor. In such case, the Bank shall give prior notice to the
existing Service Provider. The existing Service Provider shall continue to
provide services as per the terms of contract until a ‘New Service
Provider’ completely takes over the work. During the transition phase, the
existing Service Provider shall render all reasonable assistance to the
new Service Provider within such period prescribed by the Bank, at no
extra cost to the Bank, for ensuring smooth switch over and continuity of
services. If existing vendor is breach of this obligation, they shall be liable
for paying a penalty of as provided Appendix 11 on demand to the
Bank, which may be settled from the payment of invoices or Performance
Bank Guarantee for the contracted period or by invocation of Performance
Bank Guarantee.
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with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 53 of 58
51. Force Majeure:
51.1.1. Notwithstanding the provisions of terms and conditions
contained in this RFP, the Vendor shall not be liable for forfeiture of its
performance security, liquidated damages, or termination for default, if
any, and to the extent that the delay in performance or other failure to
perform its obligations under the Contract is the result of an event of
Force Majeure.
51.1.2. For the purposes of this clause, 'Force Majeure' means and
includes wars, insurrections, revolution, civil disturbance, riots,
terrorist acts, public strikes, hartal, bundh, fires, floods, epidemic,
quarantine restrictions, freight embargoes, declared general strikes in
relevant industries, Vis Major Act of Government, impeding
reasonable performance of the Vendor and / or Sub-Contractor but
does not include any foreseeable events, commercial considerations
or those involving fault or negligence on the part of the party claiming
Force Majeure.
51.1.3. If a Force Majeure situation arises, the Vendor shall promptly
notify the Bank in writing of such condition and the cause thereof.
Unless otherwise directed by the Bank in writing, the Vendor shall
continue to perform its obligations under the Contract as far as is
reasonably practical, and shall seek all reasonable alternative means
for performance not prevented by the Force Majeure event.
52. Termination for Insolvency:
The Bank may, at any time, terminate the Contract by giving written notice to
the Vendor, if the Vendor becomes Bankrupt or insolvent or any application
for bankruptcy, insolvency or winding up has been filed against it by any
person. In this event, termination will be without compensation to the Vendor,
provided that such termination will not prejudice or affect any right of action or
remedy, which has accrued or will accrue thereafter to the Bank.
53. Termination for Convenience:
53.1. The Bank, by written notice of not less than 90 (ninety) days sent to
the Vendor, may terminate the Contract, in whole or in part, at any time
for its convenience. The notice of termination shall specify that termination
is for the Bank’s convenience, the extent to which performance of the
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 54 of 58
Vendor under the Contract is terminated, and the date upon which such
termination becomes effective.
54. Disputes/Arbitration (applicable in case of successful Bidder only):
54.1. All disputes or differences whatsoever arising between the parties
out of or in connection with this contract or in discharge of any obligation
arising out of the Contract (whether during the progress of work or after
completion of such work and whether before or after the termination of
this contract, abandonment or breach of this contract), shall be settled
amicably. If however, the parties are not able to solve them amicably,
either party (SBI or Vendor), give written notice to other party clearly
setting out there in specific dispute(s) and/or difference(s) and shall be
referred to a sole arbitrator mutually agreed upon, and the award made in
pursuance thereof shall be binding on the parties. In the absence of
consensus about the single arbitrator, the dispute may be referred to joint
arbitrator; one to be nominated by each party and the said arbitrators shall
nominate a presiding arbitrator, before commencing the arbitration
proceedings. The arbitration shall be settled in accordance with the
applicable Indian Laws and arbitration would be held as per the Arbitration
and conciliation Act, 1996, as amended from time to time. Any appeal will be
subject to the exclusive jurisdiction of courts at Mumbai.
54.2. The Vendor shall continue work under the Contract during the
arbitration proceedings unless otherwise directed by the Bank or unless
the matter is such that the work cannot possibly be continued until the
decision of the arbitrator is obtained.
54.3. Arbitration proceeding shall be held at Mumbai, India, and the
language of the arbitration proceedings and that of all documents and
communications between the parties shall be in English.
55. Governing Language:
The governing language shall be English.
56. Applicable Law :
The Contract shall be interpreted in accordance with the laws of the Union of
India and shall be subjected to the exclusive jurisdiction of courts at
Mumbai.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 55 of 58
57. Taxes and Duties:
57.1. The Vendor shall be liable to pay all corporate taxes and income tax
that shall be levied according to the laws and regulations applicable from
imetime to time in India and the price Bid by the Vendor shall include all
such taxes in the contract price.
57.1.57.2. Prices quoted should be exclusive of all Central / State Government
taxes/duties and levies but inclusive of Custom duty, corporate taxes,
Income tax as also cost of incidental services such as transportation, road
permits, insurance etc. The quoted prices and taxes/duties and statutory
levies such as GST, Custom duty, etc. should be specified in the separate
sheet (Appendix-7-1).
57.2.57.3. Custom duty as also cost of incidental services such as
transportation, road permits, insurance etc. in connection with delivery of
Equipment, Software Solution and Services at site including any incidental
services and commissioning, if any, which may be levied, shall be borne
by the Vendor and the Bank shall not be liable for the same. Only
specified taxes/ levies and duties in the Appendix-7-1 will be payable by
the Bank on actuals upon production of original receipt wherever required.
If any specified taxes/ levies and duties in Appendix-7-1are replaced by
the new legislation of Government, same shall be borne by the Bank. The
Bank shall not be liable for payment of those Central / State Government
taxes, levies, duties or any tax/ duties imposed by local bodies/
authorities, which are not specified by the Bidder in Appendix-7-1.
57.3.57.4. Prices payable to the Vendor as stated in the Contract shall be firm
and not subject to adjustment during performance of the Contract,
irrespective of reasons whatsoever, including exchange rate fluctuations,
any upward revision in Custom duty. The Bidder will pass on to the Bank,
all fiscal benefits arising out of reductions, if any, in Government levies
viz. custom duty or the benefit of discounts if any announced in respect of
the cost of the items for which orders have been placed during that
period.
57.4.57.5. Income / Corporate Taxes in India: The Bidder shall be liable to pay
all corporate taxes and income tax that shall be levied according to the
laws and regulations applicable from time to time in India and the price
Bid by the Bidder shall include all such taxes in the contract price.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 56 of 58
57.5.57.6. All expenses, stamp duty and other charges/ expenses in
connection with the execution of the Agreement as a result of this RFP
process shall be borne by the Vendor.
58. Tax deduction at Source:
58.1. Wherever the laws and regulations require deduction of such taxes
at the source of payment, the Bank shall effect such deductions from the
payment due to the Vendor. The remittance of amounts so deducted and
issuance of certificate for such deductions shall be made by the Bank as
per the laws and regulations for the time being in force. Nothing in the
Contract shall relieve the Vendor from his responsibility to pay any tax
that may be levied in India on income and profits made by the Vendor in
respect of this contract.
58.2. The Vendor’s staff, personnel and labour will be liable to pay
personal income taxes in India in respect of such of their salaries and
wages as are chargeable under the laws and regulations for the time
being in force, and the Vendor shall perform such duties in regard to such
deductions thereof as may be imposed on him by such laws and
regulations.
59. Right to use defective product:
59.1. If after delivery, acceptance and installation and within the warranty
period, the operation or use of the equipment is found to be
unsatisfactory, the Bank shall have the right to continue to operate or use
such equipment until rectification of defects, errors or omissions by partial
or complete replacement is made without interfering with the Bank’s
operation.
60. Tender Fee:
60.1. The same should be furnished by the Bidders as stated in Annexure
I Notice Inviting Tender. The Bids without tender fee will not be
considered valid.
61. Notices:
61.1. Any notice given by one party to the other pursuant to this contract
shall be sent to other party in writing or by Fax and confirmed in writing to
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 57 of 58
other Party’s address. The notice shall be effective when delivered or on
the notice’s effective date whichever is later.
62. Other terms and conditions :
62.1. Selected Bidder’s Obligations :
62.1.1. If the proposal includes machine/ equipment or software
marketed and/or supported by other companies or individuals, the
selected bidder, as the prime contractor for the delivery, testing,
installation and maintenance of the entire system, must ensure and
declare that they possess the requisite permission/ license for the
machine/ equipment/ software. Also, the selected bidder commits to
support/ repair/ replace/ maintain all parts of the Endpoint,
irrespective of the position whether the parts are manufactured by the
Bidder or outsourced by them.
62.1.2. The Bidder is responsible for and obliged to conduct all
contracted activities in accordance with the contract using state-of-
the-art methods and economic principles, and exercising all means
available to achieve the performance specified in Contract.
62.1.3. The bidder will be responsible for arranging and procuring all
relevant permissions / Road Permits etc. for transportation of the
machine to the location where installation is to be done. The Bank
would only provide necessary letters for enabling procurement of the
same.
62.1.4. The Bidder is obliged to work closely with the Bank’s staff,
act within its own authority and abide by directives issued by the Bank
and implementation activities.
62.1.5. The Bidder will abide by the job safety measures prevalent in
India and will free the Bank from all demands or responsibilities
arising from accidents or loss of life, the cause of which is the Bidder’s
negligence.
62.1.6. The Bidder is responsible for managing the activities of its
personnel or sub-contracted personnel and will hold itself responsible
for any misdemeanors.
RFP for Procurement of Endpoints
with Solutions and Support Services
Appendix-1 -Terms and Conditions Page 58 of 58
62.1.7. The Selected bidder(s) shall be responsible for compliance
with all laws, rules, regulations, orders, notifications, and directions
applicable in respect of its personnel (including, but not limited to, the
Contract Labour (Prohibition and Regulation) Act 1986, the Payment
of Bonuses Act 1965, the Minimum Wages Act 1948, the Employees'
Provident Fund Act 1952, and the Workmen’s Compensation Act
1923, and shall maintain all proper records, including, but not limited
to, accounting records required under the Applicable Laws, or any
code, practice or corporate policy applicable to it from time to time
*******
Appendix-2
BID FORM [On Company’s letter head]
(to be included in Technical Bid Envelope)
Date:_______________ To: The Deputy General Manager State Bank of India IT-ATM Department 2nd Floor, MTNL Building State Bank Global IT Center Sector – 11, CBD Belapur – 400 614 Navi Mumbai : Maharashtra Dear Sir, Ref: RFP No. SBI:xx:xxdated dd/mm/yyyy ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ We have examined the above RFP, the receipt of which is hereby duly acknowledged and subsequent pre-Bid clarifications/ modifications / revisions, if any, furnished by the Bank and we offer to supply, test, integrate, Install, commission and support the desired equipments, Multi-Vendor Software/Agent , endpoints protection solutions/Agent and support services detailed in this RFP. We shall abide by the terms and conditions spelt out in the RFP. We shall participate and submit the commercial Bid through online auction to be conducted by the Bank’s authorized service provider, on the date advised to us. 2. While submitting this Bid, we certify that:
The undersigned is authorized to sign on behalf of the VENDOR and the necessary support document delegating this authority is enclosed to this letter.
We declare that we are not in contravention of conflict of interest obligation mentioned in this RFP.
Indicative prices submitted by us have been arrived at without agreement with any other Bidder of this RFP for the purpose of restricting competition.
The indicative prices submitted by us have not been disclosed and will not be disclosed to any other Bidder responding to this RFP.
We have not induced or attempted to induce any other Bidder to submit or not to submit a Bid for restricting competition.
The rate quoted in the indicative price Bids are as per the RFP and subsequent pre-Bid clarifications/ modifications/ revisions furnished by the Bank, without any exception.
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 3 Appendix – 2 Bid Form Confidential & Proprietary
3. If our offer is accepted, we undertake to complete the formalities for supply, testing, integration, installation, commissioning and operationalization of the equipments, Multi-Vendor Software/Agent , endpoints protection solutions/Agent and support services within the period specified in this document.
4. We agree to abide by all the Bid terms and conditions, contents of Service
Level Agreement as per sample available at Appendix 12a and 12b of this documents and the rates quoted therein for the orders awarded by the Bank up to the period prescribed in the Bid, which shall remain binding upon us.
5. Until a formal contract is prepared and executed, this Bid, together with your
written acceptance thereof and your notification of award, shall constitute a binding Contract between us.
6. We undertake that, in competing for (and, if the award is made to us, in
executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”.
7. We undertake that we will not offer, directly or through intermediaries, any
bribe, gift, consideration, reward, favour, any material or immaterial benefit or other advantage, commission, fees, brokerage or inducement to any official of the Bank, connected directly or indirectly with the bidding process, or to any person, organization or third party related to the contract in exchange for any advantage in the bidding, evaluation, contracting and implementation of the contract.
8. We undertake that we will not resort to canvassing with any official of the
Bank, connected directly or indirectly with the bidding process to derive any undue advantage. We also understand that any violation in this regard, will result in disqualification of bidder from further bidding process.
9. We certify that we have not made any changes in the contents of the RFP
document read with its amendments/clarifications provided by the Bank submitted by us in our Bid document.
10. It is further certified that the contents of our Bid are factually correct. We also
accept that in the event of any information / data / particulars proving to be incorrect, the Bank will have the right to disqualify us from the Bid.
11. We understand that you are not bound to accept the lowest or any Bid you
may receive and you may reject all or any Bid without assigning any reason or giving any explanation whatsoever.
RFP for Procurement of Endpoints with Solutions and Support Services
Page 3 of 3 Appendix – 2 Bid Form Confidential & Proprietary
12. We hereby undertake that our name does not appear in any “Caution” list of RBI / IBA or any other regulatory body for outsourcing activity.
13. If our Bid is accepted, we undertake to enter into and execute at our cost, when
called upon by the Bank to do so, a contract in the prescribed form and we shall be jointly and severally responsible for the due performance of the contract.
14. The name(s) of successful Bidder to whom the contract is finally awarded after
the completion of bidding process shall be displayed on the website of the Bank and/or communicated to the successful Bidder(s).
15. The commercial bidding process will be through the reverse auction process
to be conducted by the Bank or a company authorized by the Bank. We understand that our authorized representative who would participate in the reverse auction process would be possessing a valid digital certificate for the purpose.
16. We hereby undertake and agree to abide by all the terms and conditions
stipulated by the Bank in the RFP document. Dated this ....... day of ............................ 201 ______________________________________________________________ (Signature) (Name) (In the capacity of) Duly authorised to sign Bid for and on behalf of ______________________________________
Seal of the company.
Eligibility Criteria Appendix - 3
S. No. Eligibility Criteria Compliance (Yes/No) Upload documents
1
The Bidder must be an Indian firm / company/
organization registered under applicable Act in India and
in existence for 5 years.
Copy of the Partnership deed/Bye Law/ Certificate of Incorporation
issued by Registrar of Companies along with Memorandum & Articles
of Association and full address of the registered office.
2
The Bidder must have an average turnover of minimum
Rs. 100 crore during last three financial year(s).14-15,15-
16 and 16-17
Copy of the audited Balance Sheet and / or Certificate of the
Chartered Accountant for preceding three years with details to be
provided in Appendix 3-1
3
The Bidder should be profitable organization on the
basis of PAT for at least two out of last three financial
years.
Copy of the audited balance sheets along with profit and loss
statement for corresponding years and / or Certificate of the Charted
Accountant with details to be provided in Appendix 3-1
4
Applicant should also have internal control and audit
measures in place. Audit report from external auditor
must be submitted as a proof.
Copy of latest audit report.
5Bidder to comply with requirements given in Appendix 3-
2
Bidder should specifically confirm on their letter head in this regard as
per Appendix 3-2 (strictly without any change)
6Bidder (other than OEM) should submit the
Manufacturers’ Authorization Form for EndpointsTo be submitted as per Appendix 17 on letter head of OEM.
7
The Manufacturing facility of the Bidder/OEM should
have ISO 9001:2000 / Equivalent international
certification OR higher.
Relevant certificates
8
Equipment to be provided should be certified with
Base24 Switch by ACI or FSS or any ACI Authorised
service provider.
A certificate to this effect should be produced from ACI or FSS or any
ACI’s Authorised Service Provider for Base24.
9
Certificate(s) from Client(s) about:
{(A) The Original Equipment Manufacturers having
installed at least 10,000 Endpoints
OR
(B) The bidder having installed at least 10,000
Endpoints of any OEM}
any where in the world installed since 01.01.2010, of
which at least 1000 should have been installed in one
organization.
A letter from the concerned Bank/Institution as per Appendix-3-3 OR
Copy of the order indicdating no. of endpoints with certificate of
completion of satsifactory execution indicating no. of endpoints.
10Bidder to submit OEM’s Certificate cum Letter of
undertaking.
OEM’s Certificate cum Letter of undertaking on their letter head in this
regard as per Appendix 3-4 (Strictly without any change)
11
a. The Applicant and (OEM or OEM's Authorised
Partner) should have Online Helpdesk/Management
Centre Support Set up (Managed Service and Terminal
Support) - 24 x 7 in India and (servicing at least 5000
terminals OR providing CIT/CRA services at least 5000
terminals).
b. Applicant or OEM should have extended Support
Service Centers atleast at 50 locations in India requiring
engineers physical support at the terminals for last 3
years.
c. The Bidder should agree to complete establishment of
the Service Centres at all the LHO/Module centres for
rollout of machines within 60 days of issuance of
purchase order.
Bidders to provide the details as per Appendix 3-5 (A), (B) and (C)
12
Manufacturers’ / Producers’ Authorisation Form [OEM-
Software Supplier] for Multi-Vendor Software or endpoint
protection solutions or Online Monitoring Solutions as
per SOW
Bidder to provide the form as per Appendix 3-6 for each of module of
any of the solution.
13
Proposed Multi Vendor Software/Agent as per SOW,
Bidder or OEM should have :
(a) deployed the solution with atleast 500 terminals at
Single Bank/Institution :
(b) experience of atleast one year
(c) Implemented in atleast two organizations
(d) should be capable for distributing / replacing
software, OS patches, downloading of ATM Screens,
pulling of electronic journals (ej)
(a) Letters from the concerned minimum two Organisations as per
Appendix-3-7 fulfilling criteria.
OR
(a) Copy of the orders/SLAs / Certificate of completion of work
AND
(b) Clients details required as per Appendix-3-8
Documents on deployment framework, tools, templates & utilities to be
provided.
14
Proposed endpoint protection solutions/agent as per
SOW, Bidder or OEM should have :
(a) deployed the solution with atleast 500 terminals at
Single Bank/Institution :
(b) experience of atleast one year
(c) Implemented in atleast two organizations
(a) Letters from the concerned minimum two Organisations as per
Appendix 3-9 fulfilling criteria.
OR
(a) Copy of the orders/SLAs / Certificate of completion of work
AND
(b) Clients details required as per Appendix- 3-10
Documents on deployment framework, tools, templates & utilities to be
provided.
Bidders meeting the following criteria are eligible to submit their Bids along with supporting documents. If the Bid is not accompanied by all the required
documents supporting eligibility criteria, the same would be rejected. Bidders who do not fulfil any of the below criteria need not apply. Bidders who are capable
of PAN India mass deployment and can start deployment quickly with full functionalities need only apply.
Appendix-3-Bidder's Eligibility Criteria 1/2
Eligibility Criteria Appendix - 3
S. No. Eligibility Criteria Compliance (Yes/No) Upload documents
Bidders meeting the following criteria are eligible to submit their Bids along with supporting documents. If the Bid is not accompanied by all the required
documents supporting eligibility criteria, the same would be rejected. Bidders who do not fulfil any of the below criteria need not apply. Bidders who are capable
of PAN India mass deployment and can start deployment quickly with full functionalities need only apply.
15
Details of two sites of the following supply and solutions
for central site and terminal location
1. CDs Supply, Installation and Maintenance and
Managed Service Setup
2. Multi-Vendor Software Solution / Agent
3. End points Protections / Agent
Details of two sites of the following supply and solutions
for central site and terminal location
Details to be furnished as per Appendix 3-11
16
Architecture compliance : Proposed Multi-Vendor
Software , endpoints protections solution and Online
Monitoring Solutions should be physically and logically
separated from ATM and Switches. In other words, for
all transactions terminal will communicate directly with
the switch(es)
17 Deployment Methodologies Documents on deployment framework, tools, templates & utilities to be
provided.
18 Project Management MethodologiesProfile of project Team / previous Assignments of similar nature /
Details project plan to be submitted
19
Existing Endpoint Supplier to confirm having
acknowledged the MOM and conveyed their
unconditional acceptance of I&S Department Letter
No.AC/ATM/I&S/2017-18/ADK/??? Dated 03/11/2017
Acknowlegement of MOM with unconditional acceptance of letter to be
uploaded.
NB : No change/ addition or deletion to be made by the Bidder to any of the above clauses
Documentary evidence must be furnished against each of the above criteria along with an index. All documents must be signed by the authorized signatory of the
Bidder. Relevant portions, in the documents submitted in pursuance of eligibility criteria, should be highlighted.
Appendix-3-Bidder's Eligibility Criteria 2/2
Appendix-3-1
31.03.15 31.03.16 31.03.17
Turnover/ Sales
Solution related Turn over
Profit after Tax
Capital & Reserves
Annual Turnover and Profit
[Rs. In crores]As at close of business as on
Appendix-3-1-Annual Turnover Profit 1
Appendix-3-2
Bidder Declaration : Letter from Bidder on their Letter Head Date : To The Deputy General Manager [IT-ATM] State Bank of India IT-ATM Department State Bank Global IT Centre CBD Belapur , Navi Mumbai 400 614 Dear Sir, Ref: RFP No.: SBI/GITC/ATM/2017-18/ Dated : / / 2017 We have examined the above RFP, the receipt of which is hereby duly acknowledged and subsequent pre-Bid clarifications/ modifications / revisions, if any, furnished by the Bank and we offer to supply, test, integrate, Install, commission and support the desired equipments, Multi-Vendor Software/Agent , endpoints protection solutions/Agent, Online Monitoring Solutions/Agent and support services detailed in this RFP. We shall abide by the terms and conditions spelt out in the RFP. 2. We hereby certify that we have neither been blacklisted nor expelled from any project / contract nor had any contract terminated for breach by any Public Sector Undertaking /IBA/ RBI / Regulatory Authority/ Statutory Authority / Any State or Central Government / any bank during the last five years in India or abroad. 3. We hereby certify that no past/present litigations or disputes are exists against our Company/firm which could adversely affect our participation under this RFP and result in the disqualification. In case of any , disputes / litigations exists, we furnish the brief details of the same as under : ___________________________________ OR NIL We undertake that in case due to any change in facts or circumstances during the Bidding Process, we are attracted by the provisions of disqualification in terms of the provisions of RFP, we shall intimate the Bank of the same immediately. 4. We, hereby irrevocably waive any right which we may have at any stage at law or howsoever otherwise arising to challenge or question any decision taken by the Bank in connection with the selection of bidder or in connection with the selection/bidding process itself in respect of procurement of equipment, Solutions and Support Services.
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 4 Appendix-3-2-Bidder Declaration - Confidential & Proprietary
5. We do hereby certify that not have any Service Level Agreement pending to be signed with the Bank for more than 6 months from the date of issue of purchase order issued by any of the Department at SBI GITC as on the date of Bid submission. 6. We have support setup with two hours of response time and four hours of resolution time at DC Site at Mumbai and DR Site at Hyderabad. 7. We, undertake to arrange quality/bench-marking certification of the proposed products/solution/hardware by a certified auditors and / or reputed Labs at our cost as under : a. Benchmarking:
Ability of the solutions to cater the load hosting of 100,000 Endpoints on the hardware specified / prescribed by the bidder in the RFP. The concurrency should be 2500.
Ability of the solutions to handle 85 million transactions per day with peak Transaction Per Second [TPS] of 2500 on the hardware specified / prescribed by the bidder in the RFP.
b. Quality Control Guidelines for solutions:
Products/Solutions (out of box features) have undergone internal quality control and necessary certificates/reports have been provided to the Bank as part of our response to this RFP.
Code coverage: Code coverage Reports with 85 % code coverage as minimum criteria have been provided to the Bank as part of our response to this RFP.
Customisation: All customisation will follow the Bank’s Secure Coding, UI and Database Guidelines and vetted by our internal quality team, the report of which will be provided to the Bank at quarterly intervals.
8. We agree to provide all support services relating to endpoints to be supplied under this RFP for a Minimum period of seven years (with a provision to extend at the discretion of the Bank) by deputing our suitable resources at the endpoint as and when required irrespective of number of visits to operationalize or to ensure uptime of endpoint or to repair or to maintain or to carry out any activity apart from preventive maintenance without any additional cost to the Bank as we will be building suitable cost factor as a part of Total cost of ownership as a part of RFP. Illustrative but not exhaustive list of activities are as under :
• Any managed service activity.
RFP for Procurement of Endpoints with Solutions and Support Services
Page 3 of 4 Appendix-3-2-Bidder Declaration - Confidential & Proprietary
• Any hardware of endpoint replacement/troubleshooting
• Testing, installation, reinstallation, bug fixing, trouble shooting, upgradation at the endpoint in connection with Multi Vendor Agent, any endpoint protection solutions like Hard Disk encryption, White listing Solutions, any agent etc
• Providing the Multi-Vendor Software Solutions, Endpoint Protection Solutions and Online Monitoring Solution.
• Loading of any software, any agent, any patches which could not be done through centralized patching
• Service for loading and on-going maintenance of encryption keys;
• Service like IP address Changes, DNS Changes, changing currency cassettes configuration, changes combination lock setting etc
• Service during natural calamities or fire.
• Any preventable call
• As and when required by the Bank to carry out specific activity. The aforesaid clause will hold good even if underlying model is discontinued for any reason. 9. We have dedicated ATM management tools for analyzing full range of ATM error/status codes for monitoring health of ATMs with automated on-line problem ticketing, call logging, call transfer/escalation (by SMS, email, voice, etc.), follow up till satisfactory closure of ticket, forecasting optimum cash requirements to the ATM branch and providing wide ranging MIS for each ATM for meaningful analysis of performance, including Reports for connected vendors SLAs. We, further, confirm that our central monitoring tools is compatible with Base24 and can be integrated with Banks’ ATM Monitoring Tool. In addition, in case, if our Monitoring system is not integrated with Banks’ Monitoring tool, we undertake to integrate same with Banks’ Monitoring Tool within a month, on intimation in this regard by Bank to us. If required, we undertake to be demonstrate to the Bank’s satisfactions at our cost. Further, we undertake to use the Online Monitoring Solutions if provided by the Bank and make required lease line and backup connectivity between our Managed Service Centers and its DR Center to Banks’ DC and DR at our cost with network redundancy and note to bear the related recurring expenditure. 10. As a part of contract, we undertake to provide endpoint (CD/Cash Recycler) at DC location and note to service the said equipment and provide engineer having full knowledge of endpoint as and required without any additional cost. 11. We, undertake, to upgrade the Operating System and associated hardware components to latest available without any additional cost to the Bank, if Operating System supplied is declared out of date/end of support. 12. We undertake to ensure that in case of installation against replacement, the Hard Disk Drive of the equipment supplied will be handed over to the Branch head / his representative and this will be recorded in the installation report to be signed
RFP for Procurement of Endpoints with Solutions and Support Services
Page 4 of 4 Appendix-3-2-Bidder Declaration - Confidential & Proprietary
by our representative and Bank. We also give an undertaking that the integrity of the data on the Hard Disk will not be compromised and put to any misuse, causing financial or reputational loss to the Bank. 13. We give an undertaking that disposal process of the old equipments will be handled properly with a view to protecting the environment, reducing pollution by toxic gases / green house emissions and other non-biodegradable substances caused by e-waste disposal. 14. RFP requires decommissioning / degrouting , lifting, shifting and disposal of the existing endpoint as per the e-waste disposal policy of the bank without any additional cost to the Bank. Payment for a new endpoint would be made only after the old endpoint has been removed by the successful bidder from the ATM kiosk, taken for disposal and undertaking/certificate submitted to the Bank, to the effect that endpoint so taken shall be disposed of as per e-waste policy of the Bank. 15. We hereby, irrevocably and unconditionally undertake to extend all supports (including, XFS CD Version 3.0 and above, the blueprints, design, documents, operations manuals, standards, source codes and specification of said models with its components, physical devices and its drivers) as and when required without any deviation, without any additional cost and shall work in coordination, collaboratively and cohesively with the selected Solution Provider durng the pre-implementation, integration, testing, pilot run, rollout/implementation, installation and post implementation support relating to solutions (i.e. Multi Vendor Software, Endpoint Protection, Online Monitoring Solutions, any other agent at the client etc) in respect of our endpoints supplied to the Bank or being supplied under this RFP, to ensure that solutions to be procured runs on our endpoint supplied without any impact and render all support required to ensure that endpoint remains ups and running successfully during the currency of existing agreement. Yours faithfully, Signature and Seal of Bidder
P a g e 1 | 1 Appendix-3-3- Client Certificate
Client Certificate Appendix-3-3
This certificate is to be on the letter-head of the Client
To whom so ever it may concern
This is to certify that ______________________________ [Name of OEM/Bidder] have
successfully deployed ___________ Endpoints ( ATM/CD/CDM/Cash Recyclers) and is
working to our Satisfaction, the details of which are furnished as under :
Make Type of Endpoint
(ATM/CD/CDM/
Cash Recycler
Model No. of Terminals During the
period
(Mention
Dates)
Our coordinates for further details in this regards is as under :
Name of Official
Designation
Landline no
Cell no
Email Id
Address
Signature of the Client
Appendix-3-4
Certificate cum Letter of undertaking [OEM]
This letter of authority should be on the letterhead of the manufacturer and should be signed
by a competent person and having the power of attorney to bind the manufacturer. The Bidder
in its Bid should include it duly countersigned :
No. Date:
To
The Deputy General Manager [IT-ATM]
State Bank of India
IT-ATM Department
State Bank Global IT Centre
CBD Belapur , Navi Mumbai 400 614
Dear Sir,
Ref: RFP No.: SBI/GITC/ATM/2017-18/ Dated : / / 2017
We __________ who are established and reputable producers endpoints
(ATMS/CDs/CDMs/Cash Recyclers) : [List out type of terminal, Make, Model] having
factories / development facilities at (address of factory / facility) do hereby authorise M/s
___________________ (Name and address of bidder ) to submit a Bid, and sign the contract
with you against the above Bid Invitation.
2. In this regard, we hereby certify that we have currently production and supply capacities of
4000 Cash Dispensers per quarter and undertake to supply within 30 days of the issuance of
the Purchase Order by the Bank to the bidder and also agreeable to executing an agreement
with the bidder to comply with the requirements of the above RFP, as amended from time to
time.
3. We, hereby, extend our full guarantee, warranty and annual maintenance of the solution,
products and services offered by our authorized representative in India, named above, against
this application.
4. We, undertake to ensure full range of technology support to the Bank/bidder in respect of
our equipment supplied whether it be a Hardware or Software or spare or maintenance or
troubleshooting or integration or providing drivers of various components (including
part/components estimated time to failure details) or any other technical support required to
ensure uptime of the equipment/endpoint during the minimum period of life span of the
equipment/endpoint i.e. seven years.
5. We further, certify that we have local presence in India having our / our Authorised Partner’s
Support Center in India and with a provision of highest escalation (level 3) in India/Abroad ,
details of which is furnished as under :
A
The OEM or OEM’s Authorised Partner should have 24*7 helpdesk support setup
(Terminal Support)
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 3 Appendix-3-4-OEM Certificate Confidential & Proprietary
Sr.No. Complete Address details with contact Nos.
Name of OEM
1
Address
Phone
Fax
Name of Head
Designation
Cell
No. of Team Support Members
Whether comply with 3 minutes
Response Time? Yes/No
Whether comply with 15 minutes
resolution time for routine issues? Yes/No
No. of terminals supported
NB: Bidder may add if more than one helpdesk support.
B OEM Level three (Highest escalation) Technical Support
Sr.No. Complete Address details with contact Nos.
Name of OEM
1
Address
Phone
Fax
Name of Head
Designation
Cell
No. of Team Support Members
Whether comply with 3 minutes
Response Time? Yes/No
Whether comply with 60 minutes
resolution time? Yes/No
No. of terminals supported
NB: Bidder may add if more than one helpdesk support.
6. We duly authorise the said firm to act on our behalf in fulfilling all installations, Technical
support and maintenance obligations required by the contract.
Yours faithfully,
RFP for Procurement of Endpoints with Solutions and Support Services
Page 3 of 3 Appendix-3-4-OEM Certificate Confidential & Proprietary
[Bidder counter signature] (Name of Manufacturer / Producers)
Appendix-3-5-AB
A
Address
Phone
Fax
Name of Head
Designation
Cell
No. of Team Support Members
Whether comply with 3 minutes response
time ?
Whether comply with 15 minutes
resolution/escalation time for routine issues ? Yes/No
No. of Terminals supported
Signature and Seal of Bidder
B
Name of OEM
Address
Phone
Fax
Name of Head
Designation
Cell
No. of Team Support Members
Whether comply with 3 minutes response
time ? Yes/No
Whether comply with 15 minutes resolution
time for routine issues ? Yes/No
No. of terminals supported
Signature and Seal of Bidder
NB: Bidder may add if more than one helpdesk support.
NB: Bidder may add if more than one helpdesk support.
The OEM or OEM's Authorised Partner should have 24*7 helpdesk support setup (Terminal Support)
Sr.No. Complete Address details with contact Nos.
1
The Applicant should have 24*7 helpdesk support setup (MS /CIT/CRA Activities)
Sr.No. Complete Address details with contact Nos.
1
Appendix-3-5AB - Support Details (A and B) 1 / 1
Appendix-3-5-C
No. of
Resources/
MS
Service/CIT/CRAOEM Support
Engineers No. of Terminals No. of Terminals
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
C
Support Centers locations – MS Service/CIT/CRA and (OEM or OEM'S Authorised Partner)
Support with No. of terminals supported.
( Minimum 50 locations)
Sr.No Location
Name of official,
Complete Address,
Cell No and email
address.
Appendix-3-5-Location Support 1 /2
Appendix-3-5-C
No. of
Resources/
MS
Service/CIT/CRAOEM Support
Engineers No. of Terminals No. of Terminals
C
Support Centers locations – MS Service/CIT/CRA and (OEM or OEM'S Authorised Partner)
Support with No. of terminals supported.
( Minimum 50 locations)
Sr.No Location
Name of official,
Complete Address,
Cell No and email
address.
42
43
44
45
46
47
48
49
50
(Add the Row)
Appendix-3-5-Location Support 2 /2
Appendix-3-6 Manufacturers’ Authorisation Form /Producers’ Authorisation Form
[Software/Solution/Agent]
This letter of authority should be on the letterhead of the manufacturer and should be signed
by a person competent and having the power of attorney to bind the manufacturer. The Bidder
in its Bid should include it. [In case solutions are from different manufacturers, please attach
separate solution-wise manufacture’s certificates]
No. Date:
To
The Deputy General Manager [ATM]
State Bank of India
ATM Department
State Bank Global IT Centre
CBD Belapur , Navi Mumbai 400 614
Dear Sir,
Ref: RFP No.: SBI/GITC/ATM/2017-18/ Dated : / / 2017
We __________ who are established and reputable producers Multi-Vendor Software/Agent
/ End point solutions / Agents /Online Monitoring Solutions having factories / development
facilities at (address of factory / facility) do hereby authorise M/s ___________________
(Name and address of bidder ) to submit a Bid, and sign the contract with you against the above
Bid Invitation.
2. We hereby extend our full guarantee and warranty for the our Solution, Products and services
offered by the above firm against this Bid Invitation.
3. We also undertake to provide any or all of the following materials, notifications, and
information pertaining to the Products manufactured or distributed by the Vendor:
(a) Such Products as the Bank may opt to purchase from the Vendor, provided, that this
option shall not relieve the Vendor of any warranty obligations under the Contract; and
(b) in the event of termination of production of such Products:
a) advance notification to the Bank of the pending termination, in sufficient
time to permit the Bank to procure needed requirements; and
(i) Following such termination, furnishing at no cost to the Bank, the blueprints,
design documents, operations manuals, standards, source codes and
specifications of the Products, if requested.
4. Within 30 days of the issuance of the Purchase Order by the Bank to the bidder, we are
agreeable to executing an agreement with the bidder to comply with the requirements of the
above RFP, as amended from time to time.
5. We duly authorise the said firm to act on our behalf in fulfilling all installations, Technical
support and maintenance obligations required by the contract.
Yours faithfully,
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 2 Appendix-3-6-MAF Confidential & Proprietary
(Name of Manufacturer / Producers)
Client Certificate Appendix-3-7
This certificate is to be on the letter-head of the client
To whom so ever it may concern
This is to certify that ______________________________ [Name of OEM/Bidder] have
successfully deployed Multi-Vendor Software Solution/agents in our organisation and
running in our Production system with the following modules:
a.
b.
c.
d.
e.
f.
2. It has capability of distributing / replacing software, OS Patches, downloading of ATM
Screens, pulling of electronic journals (ej)
3. The Multi-Vendor Software is currently working satisfactory in our organisation since
____________ with agents having NDC protocol installed on __________number of
ATMs.
Our coordinates for further details in this regards is as under :
Name of Official
Designation
Landline no
Cell no
Email Id
Address
Signature of the Client
Appendix-3-8
Details Reference 1 Reference 2
Name of the Client
Address of the Client
Address of the Client
Name
Designation
Landline no
Cell no
Email Id
Start Date
End Date
Brief details of the project
Name of the Modules
No. of Terminals
Signature and Seal of Company
Customers for whom the Applicant / OEM has executed similar projects.
Documents on deployment framework, tools, templates & utilities to be provided
Appendix-3-8-Similar Projects 1 / 1
Client Certificate
Appendix-3-9
[In case solutions are from different manufacturers, please attach separate solution-wise
manufacture’s certificates]
This certificate is to be on the letter-head of the Client
To whom so ever it may concern
This is to certify that ______________________________ [Name of OEM/Bidder] have
successfully deployed Endpoints Protection Solutions/ agents in our organisation and
running in our Production system with the following modules:
a. Hard Disk encryptions
b. White listing solution
c. Centralised Access Control (User Access and OTC)
d.
e.
f.
2. Endpoint Protection Solutions is currently working satisfactory in our organisation since
____________ with agents having NDC Protocal installed on __________number of
Endpoints ( ATM/CD/CDM/Cash Recyclers).
Signature of the Client
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 2 Confidential & Proprietary
Appendix-3-10
Details Reference 1 Reference 2
Name of the Client
Address of the Client
Address of the Client
Name
Designation
Landline no
Cell no
Email Id
Start Date
End Date
Brief details of the project
Name of the Modules
No. of Terminals
Signature and Seal of Company
Customers for whom the Applicant / OEM has executed similar projects.
Documents on deployment framework, tools, templates & utilities to be provided
Appendix-3-10-Similar Projects 1 / 1
Appendix-3-11
Details Central Solution Terminal Location where agent solution works
Name of the Bank/Institution
Address of solution/terminal
Name
Designation
Landline no
Cell no
Email Id
Name of the Modules
Model of ATM/CD installed
Implementation Date
Terminal ID XXXXXXXXXXXXXXXXX
Details Central Solution Terminal Location where agent solution works
Name of the Bank/Institution
Address of solution/terminal
Name
Designation
Landline no
Cell no
Email Id
Name of the Modules
Model of ATM/CD installed
Implementation Date
Terminal ID XXXXXXXXXXXXXXXXX
Signature and Seal of Company
Site Location - Two - CDs Supply, Installation and Maintenance and Managed Service Setup
Site Location - One - CDs Supply, Installation and Maintenance and Managed Service Setup
Appendix-3-11a-Two locations CDs and MS 1 / 1
Appendix-3-11b
Details Central Solution Terminal Location where agent solution works
Name of the Bank/Institution
Address of solution/terminal
Name
Designation
Landline no
Cell no
Email Id
Name of the Modules
Model of ATM/CD installed
Implementation Date
Terminal ID XXXXXXXXXXXXXXXXX
Details Central Solution Terminal Location where agent solution works
Name of the Bank/Institution
Address of solution/terminal
Name
Designation
Landline no
Cell no
Email Id
Name of the Modules
Model of ATM/CD installed
Implementation Date
Terminal ID XXXXXXXXXXXXXXXXX
Signature and Seal of Company
Site Location - Two - Multi-Vendor Software Solution / Agent
Site Location - One - Multi-Vendor Software Solution / Agent
Appendix-3-11b-Two Locations MVS 1 /1
Appendix-3-11c
Details Central Solution Terminal Location where agent solution works
Name of the Bank/Institution
Address of solution/terminal
Name
Designation
Landline no
Cell no
Email Id
Name of the Modules
Model of ATM/CD installed
Implementation Date
Terminal ID XXXXXXXXXXXXXXXXX
Details Central Solution Terminal Location where agent solution works
Name of the Bank/Institution
Address of solution/terminal
Name
Designation
Landline no
Cell no
Email Id
Name of the Modules
Model of ATM/CD installed
Implementation Date
Terminal ID XXXXXXXXXXXXXXXXX
Signature and Seal of Company
Site Location - Two - End points Protections / Agent
Site Location - One - End points Protections / Agent
Appendix-3-11c-Two Locations-EPS 1/1
Technical Bid Rules Appendix-4-11
F Available Out of Box- Fully as part of Solution
C1 Will be provided as Customisation between 1-30 days.
C2 Will be provided as Customisation between 31-60 days.
C3 Will be provided as Customisation between 61-90 days.
C4 Will be provided as Customisation between 91-120 days.
N It is not possible to provide this feature
Note 1 Applicant need to give one of the above value in column F/C1/C2/C3/C4/N in the following table as regards to compliance.
Note2 Applicant to give supporting technical brochures / documents / presentation etc in support of the undernoted each of the
Technical / Functional / Requirement of Solution.
Note 3 F / C1 / C2 / C3 / C4 / N ' : Any wrong reporting in the column 'F / C1 / C2 / C3 / C4 / N ', which subsequently transpired
during the pilot testing shall render the Applicant liable to be blacklisted for the future participation in the RFPs/Tenders of
the Bank and forfeit the EMD
Note 4 Map your module: Applicant to clearly spell out against each of the Technical/Functional Specifications/Requirement of
Solution, the name of the applicant’s module where 'F/C1/C2/C3/C4' have been given in the column Validation Criteria.
Note 5 Mention Page No. of RFP Submitted : Applicant to invariably mention the page number of RFP against each of the Technical
/ Functional Specification with supporting technical brochures / documents / presentation etc, failing which, it will be at the
discretion of the Bank to treat the same as Not Feasible - 'N' , which may render the bidder ineligible in the future process of
RFP.
Note 6 Mandatory : Means Requirements/functionality should either be available Fully as part of the solution [F] or through
Customisation [C1/C2/C3/C4].
Any comment or caveat or exception or assumption against each of the point or separately will not be considered and Bank
reserve the right to treat the same as ‘N’, which may render the bidder ineligible in the further process of RFP.
Note 7 Applicant need to give one of the values(C1/C2/C3/C4), if the feature is not readily available and needs to be customized
based on the readiness duration as mentioned above.
Appendix-4-Technical Bid Rules 1/1
Acronym Description Module/Item Description
AMC Annual Maintenance Contract OMS-GEN Online Monitoring System - General Requirements
CD Cash Dispenser OMS-EPS Online Monitoring System - Endpoint Protection System Requirements
MGD / MS Managed Services OMS-INC Online Monitoring System - Incident Management System Requirements
ATS Annual Technical Services OMS-MON Online Monitoring System - Monitoring System Requirements
OATS Onsite Annual Technical Services OMS-DIST Online Monitoring System - Software Distribution Requirements
HW Hardware OMS-ASSET Online Monitoring System - Asset Management Requirements
SW Software OMS-CRM Online Monitoring System - Customer Relationship/Campaign Management Requirements
EP Endpoint Provider MVS-APPL MultiVendorSoftware - Application Requirements
SP Solution Provider MVS-MESG MultiVendorSoftware - Message/Emulation Requirements
MVS Multi-Vendor Software MVS-TXNTYP MultiVendorSoftware - Transaction Type Requirements
EPS Endpoint Protection Software MVS-CRM MultiVendorSoftware - Customer Relationship/Campaign Management Requirements
OMS Online Monitoring System MVS-OS MultiVendorSoftware - OS Requirements
CEN European Committee for Normalisation/Standardization MVS-VSS MultiVendorSoftware - Video Surveillance Software Requirements
XFS eXtension for Financial Services MVS-DESIGN MultiVendorSoftware - Design/Development Tool Requirements
OS Operating System MVS-SWDIST MultiVendorSoftware - Software Distribution Requirements
LOA Letter of Approval MVS-LANG MultiVendorSoftware - Language Support Requirements
TQM Terminal Quality Management (MasterCard) MVS-MON MultiVendorSoftware - ATM/Device Monitoring Requirements
IFM Interface Module MVS-TRMTYP MultiVendorSoftware - Terminal Type Support Requirements
PCD Proximity Coupling Devices MVS-OMNI MultiVendorSoftware - OmniChannel Integration Requirements
SNMP Simple Network Management Protocol MVS-EPS-GEN EndPoint Protection Software - General Requirements
PCI Payment Card Industry MVS-EPS-HDE EndPoint Protection Software - HardDisk Encryption Requirements
PTS Pin Transaction Security MVS-EPS-WL EndPoint Protection Software - Whitelisting Requirements
PED Pin Entry Device MVS-EPS-ACS EndPoint Protection Software - Access Control/Policy Requirements
EPP Encrypting Pin Pad FLM-REQS First Line Maintenance - Requirements
ATM Automated Teller Machine CASH-REPL Cash Replenishment - Requirements
TTS Text-to-Speech CASH-MGMT Cash Management - Requirements
DES Data Encryption Standard HELP-DESK Help Desk - Requirements
RSA Ron Rivest, Adi Shamir and Leonard Adleman DATA-SEC Data Security - Requirements
AES Advanced Encryption Standard NTWK-MGMT Network Management - Requirements
DSS Data Security Standard DIST-MGMT Software Distribution (Upload/Download) Management - Requirements
NDC NCR Direct Connect OTC-MGMT One Time Combination (Chest/Safe Access Control) Management - Requirements
DDC/912 Diebold Direct Connect
IFX Interactive Financial eXchange
ISO International Organization for Standardization
XML eXtensible Markup Language
EMVCo Europay, MasterCard, and Visa Corporation
UIDAI Unique Identification Authority of India
OEM Original Equipment Manufacturer
CRUD Create, Read, Update and Delete
FCR Field Call Report
HTC Handover Takeover Certificate
PM Preventive Maintenance
FLM First Line Maintenance
EPIC EndPoint Install Certificate
ESR Electronic Settlement & Reporting
OTC One Time Combination
Acronyms Used Appendix-4-2
Appendix-4-2-Acronyms 1/2
SSH Secure Shell Security
SSL Secure Socket Layer
APP
SLA Service Level Agreement
B2B Business to Business
API Application Programming Interface
QR Quick Response
NFC Near Field Communication
AKDS Automated Key Distribution System
RKL Remote Key Loading
MAC Message Authentication Code
EJ Electronic Journal
GUI Graphical User Interface
OTP One Time Password
TAT Turn Around Time
FHDE Full Hard Disk Encryption
SIEM Security Information and Event Management
DLL Dynamic Link Libraries
Appendix-4-2-Acronyms 2/2
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
CD Processor 1.1.0 4th Generation Intel® Core™ i3 Processor or higher with
minimum 2.9 GHz and 3 MB cache or above
EP Y F/N
CD Processor 1.2.0 8 GB DDR3 RAM or higher EP Y F/N
CD Processor 1.3.0 2X 1 TB SATA/e-SATA HDDs or higher EP Y F/N
CD Processor 1.4.0 USB ports in front for front access CDs EP Y F/N
CD Processor 1.6.0 Microsoft Windows 10 or above with latest service pack. In
case supplied OS is declared end of support by Microsoft,
the bidder has to replace the same with a supported OS or
provide compensating controls without any cost to Bank.
EP Y F/N
CD Device SW 1.7.0 Software with CEN XFS 3.0 or above compliant and cross
vendor support, documentation, and terminal
diagnostics/utilities and capable of running Multi Vendor
Software without any hardware changes. Testing,
installation and operationalisation of same without any
additional cost to the Bank.
EP Y F/N
CD Device SW 1.8.0 Software with drivers(for non-XFS devices), API
documentation, and terminal diagnostics/utilities.
EP Y F/N
CD Processor 1.9.0 Capable of supporting any whitelisting solution procured by
Bank with a view to prevent malware including viruses,
worms and Trojans should enter and affect the system.
EP Y F/N
CD Processor 1.10.0 OS Hardening (with local firewall) guidelines issued by the
OS supplier and the Bank's IS Policy should be strictly
followed.
EP Y F/N
CD Currency Chest 2.1.0 CEN 4 Certified Secure Chest or higher EP Y F/N
CD Currency Chest 2.2.0 S&G / KABA (or an equivalent make, of high international
repute) , Centrally / Remote controlled dual electronic
combination lock of 6 + 6 digits with capability for one-time
combination(OTC) and audit trail without any hardware
change
EP Y F/N
CD Currency Chest 2.3.0 All factory settings, including password for dual combination
electronic lock should be changed at the time of handing
over the machine and the same should be mentioned in the
Installation Report. This will be a pre-requisite for release of
payment
EP Y F/N
CD Currency Chest 2.4.0 Alarm sensors for temperature status, seismic or vibration
status and chest open status while sending signal/messages
to Switch/Management Centre
EP Y F/N
CD Currency Chest 2.5.0 Terminal should be able to change automatically to
Supervisory /Maintenance/Out-Of-Service mode, in
following cases when : (a) when cabinet/Hood Door is
opened (b) Chest/Safe door is opened.
EP Y F/N
CD Currency Chest 2.6.0 Terminal should be able to change automatically to In-
Service/Transaction mode, after Chest door and Hood door
is locked.
EP Y F/N
CD Dispenser 3.1.0 Friction / Vacuum pick technology EP Y F/N
CD Dispenser 3.2.0 Multi-media dispenser (ticket/coupon/stamp/ receipt) with
bunch presenter
EP N F/N
CD Dispenser 3.3.0 Dispense minimum 40 currency notes per transaction. EP Y F/N
CD Dispenser 3.4.0 Dispense used notes EP Y F/N
CD Dispenser 3.5.0 Capable to retract notes but this functionality should be in
disabled mode
EP Y F/N
CD Dispenser 3.6.0 Indication(visible & audible) of proper insertion of all
cassettes.
EP Y F/N
CD Dispenser 3.7.0 2 x Double Pick Module, and 4 cassettes with lock & key
/latch
EP Y F/N
CD Dispenser 3.8.0 Divert cassette bin with lock and key or latch EP Y F/N
CD Dispenser 3.9.0 Each Cassette should hold minimum of 2500 currency notes. EP Y F/N
CD Dispenser 3.10.0 Capable of Multi currency dispensing EP Y F/N
CD Dispenser 3.11.0 Capable of dispensing Rs.50/-, Rs./100/-, Rs. 200/-, Rs.500/-
& Rs.2000/- notes or any other legal tender annouced by
RBI. All cassettes should be capable of dispensing all Notes.
All cassettes should be adjustable to hold and dispense the
currency notes if dimensions of currency notes are changed
without any additional component requirement.
EP Y F/N
CD Dispenser 3.12.0 Dispense at least 5 notes per second EP Y F/N
CD Dispenser 3.13.0 Machines should not dispense soiled, mutilated notes EP Y F/N
Appendix-4a-Technical Bid HW 1/5
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
CD Dispenser 3.14.0 Encrypted communication and trust relation should be
established between PC core and dispenser.
EP Y F/N
CD Dispenser 3.15.0 Two additional cassettes to be provided EP Y F/N
CD Dip Card Reader(Hybrid) 4.1.0 Capable to read magnetic tracks 1 & 2 EP Y F/N
CD Dip Card Reader(Hybrid) 4.2.0 Smart Card, Chip Card EMVCo Version 4.0 or later, as
certified, with supporting EMVCo L1 LOA. On expiry of
certificate, it should be replaced with valid certificate at no
additional cost to the Bank.
EP Y F/N
CD Dip Card Reader(Hybrid) 4.3.0 EMVCo Level 2 approved terminal application/kernel. On
expiry of certificate, it should be replaced with valid
certificate at no additional cost to the Bank.
SP Y F/N
CD Dip Card Reader(Hybrid) 4.4.0 Should provide necessary certificates/approvals from
VISA,Master Card, Amex, Union Pay, Rupay, Discover
including TQM(IFM) certificates. On expiry of certificate, it
should be replaced with valid certificate at no additional cost
to the Bank.
EP Y F/N
CD Dip Card Reader(Hybrid) 4.5.0 Card reader should be compatible to work with any valid
EMVCo certified EMV Kernels.
EP Y F/N
CD Dip Card Reader(Hybrid) 4.6.0 CD should be ready for using the new EMV Chip Cards i.e.
EMV Chip Card Reader enabled.
EP Y F/N
CD Dip Card Reader(Hybrid) 4.7.0 Dip Smart Card Reader with anti-skimming device installed
and integrated with the card reader of the CD. Details of the
anti-skimming technology / device to be enclosed.
The bank is looking for a comprehensive skimming
protection solution which achieves the following:-
i) Senses unauthorized attachment of any device on the card
reader module,
ii) Sends the signal to switch and further to the Remote ATM
Management Centre of the vendor and Online Monitoring
Solution of the Bank,
iii) Capable of enabling the switch to put the machine Out-Of-
Service as well as block the card reader from accepting any
more card insertions.
XFS needs to send out error status so that the SNMP/MVS
can pick it up and notify the monitoring system.
EP Y F/N
CD Dip Card Reader(Hybrid) 4.8.0 Communication link between the card reader and system
should be encrypted by latest encryption standards. (This is
between the Card Reader and the CD)
EP Y F/N
CD Customer Interface / Fascia 5.1.0 MPEG - 4 full motion video support, and support for
common video codecs.
EP Y F/N
CD Customer Interface / Fascia 5.2.0 15” LCD/ LED or higher touch screen with standard bright
and full screen display
EP Y F/N
CD Customer Interface / Fascia 5.3.0 Vandal screen with Privacy filter. Resistance to Indian
weather, vandal proof and pertinent to and Indian usability
condition
EP Y F/N
CD Customer Interface / Fascia 5.4.0 Rugged spill proof Triple DES enabled keyboard with
polycarbonate tactile/stainless Steel EPP pin pad. EPP
Keypads to be PCI-PTS compliant with sealed metal keypad.
PIN Pads shall be covered to prevent PIN disclosure via
shoulder surfing. EPP should be designed so as to prevent
overlaying of fake pin pad. Forcible removal of EPP should
bring the machine down resulting in loss of data stored in
the EPP, so as to prevent compromise even with high end
decryption. Please provide details of the technology /
solution. Should accompany with PCI certificate. On expiry of
certificate, it should be replaced with valid certificate at no
additional cost to the Bank.
EP Y F/N
CD Customer Interface / Fascia 5.5.0 Touch Screen (with support for visually handicapped
through Function Keys / EPP wherever required). Braille
stickers and text speech device on all devices as per
requirement to support the visually challenged
EP Y F/N
CD Customer Interface / Fascia 5.6.0 All devices to have features as per requirements to support
the visually challenged. All CDs to meet the requirement of
‘Talking ATMs’ (EP needs to ensure that braille supported
keys(PinPad, Function Keys, Locations of key devices,
Audiojack) are present on the ATM. SP can support with
voice guidance/headphone audio from the MVS software
standpoint.)
EP Y F/N
Appendix-4a-Technical Bid HW 2/5
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
CD Customer Interface / Fascia 5.7.0 Trilingual Screen Support (English, Hindi, Regional
Language), in static graphics(PCX, JPEG, etc) and video
files(incl. MP4)
SP Y F/N
CD Customer Interface / Fascia 5.8.1 Terminal should be capable to display graphic screen and
video files in commonly available picture formats(MPEG,
MP4, PCX, JPEG, BMP etc.).
EP Y F/N
CD Customer Interface / Fascia 5.9.0 Voice guidance support with internal speakers & headphone
jack 5 (hardware as well as software both to be provided
with CD). Capable of voice guidance to the customer and
digitalized wave files in the Indian accent for the same in
Hindi & English languages to be provided by the vendor.
There should be support for text to speech for full fledged
voice guidance solution implementation without any extra
cost to the Bank.
EP Y F/N
CD Customer Interface / Fascia 5.10.0 Provide Text-to-Speech(TTS) support in English, Hindi and
regional languages.
SP Y F/N
CD Customer Interface / Fascia 5.11.0 Terminal should be capable to integrate with custom/3rd
party Text-to-Speech(TTS) software.
EP Y F/N
CD Customer Interface / Fascia 5.12.0 Voice guidance support with internal speakers and head
phone jack
EP Y F/N
CD DES Chip / Security 6.1.0 Capable of Remote Key Management - Triple DES/RSA,
Certificate or Signature-based.
EP Y F/N
CD DES Chip / Security 6.2.0 Triple DES chip with encryption/ verification/ validation
software. Should support AES without any additional
hardware
EP Y F/N
CD DES Chip / Security 6.3.0 CD should be with in-built security features to trigger alarm
in case of fire, hammering/tilting of the machine
EP Y F/N
CD Integrated CD Surveillance Solution 7.1.0 Solution must be motion-sensitive and capable of capturing
image of the person while doing transaction in the CD.
Camera should be suitably positioned to take image of the
person even under extreme / difficult lighting conditions. It
shall be the responsibility of the bidder to ensure that the
images so captured are able to identify the persons entering
the ATM room. The cameras should be pilfer-proof.
EP Y F/N
CD Integrated CD Surveillance Solution 7.2.0 Solution should be able to store the images in a digital
format for minimum 6 months at an average of 400
transactions per day. The back-up should be taken at
quarterly intervals or earlier as per requirement by the Bank
and supervised by the Vendor. The images will be stored on
one of the 2 Hard Disks in the machine.
EP Y F/N
CD Integrated CD Surveillance Solution 7.3.0 The resolution of the camera should be sufficient enough to
capture the quality image of the object for clear
identification
EP Y F/N
CD Integrated CD Surveillance Solution 7.4.0 Solution must provide an interface to browse, search and
archive the stored images on hard disk or external media.
EP Y F/N
CD Integrated CD Surveillance Solution 7.5.0 Solution must be able to capture & stamp the transaction
information (card number masked to comply with PCI-DSS )
on the images.
EP Y F/N
CD Integrated CD Surveillance Solution 7.6.0 The solution must have a search facility to locate an
image/event by date & time, card no., transaction reference
no. and ATM/CD ID.
EP Y F/N
CD Integrated CD Surveillance Solution 7.7.0 The solution must be capable of monitoring from a central
location.
EP Y F/N
CD Integrated CD Surveillance Solution 7.8.0 The image surveillance solution must not degrade the
performance of ATM/ CD, e.g. speed of normal transaction.
The solution should be able to pull the required images from
the Central Location and share the same over e-mail with
Bank officials, as and when required.
EP Y F/N
CD Integrated CD Surveillance Solution 7.9.0 The image surveillance hardware should be integrated
within the CD.
EP Y F/N
CD CD 7.10.0 CD must be capable of performing under extreme
conditions. Temperature : Minus(-) 5 degree Celsius to +50
degree Celsius (Without Air Conditioner) Humidity : 5 to 95
% (Without Air Conditioner) ;
EP Y F/N
CD Integrated CD Surveillance Solution 7.11.0 Rear view mirror at machine EP Y F/N
CD Integrated CD Surveillance Solution 7.12.0 Solution should be integrated with Multi-Vendor ATM
Software agent to facilitate the pulling the images centrally.
SP Y F/N
Appendix-4a-Technical Bid HW 3/5
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
CD Connectivity 9.1.0 Should have Network Interface Card(NIC) 10/100 Mbps EP Y F/N
CD Connectivity 9.2.0 Should be capable of connecting to the existing ATM Switch
(Base24) or any other Switch introduced by the Bank in
future, using existing device handlers (NDC version 4.0/
D912) at no additional cost to the Bank. The applicant, if
selected, must provide switch certification, only from Base
24 Switch for the present, at the time of submitting the
response to RFP, failing which the Bank reserves the right to
disqualify the applicant from further procurement process.
EP Y F/N
CD Connectivity 9.3.0 CD must support TCP/IP and DNS EP Y F/N
CD Connectivity 9.4.0 CD must Support TLS 1.2 or above and shall provide required
software, if any.
EP Y F/N
CD Connectivity 9.5.0 Should support IPv4 addressing and be IPv6 ready. Ability to
perform IPv4-IPv6 integration, if required at no additional
cost to bank.
EP Y F/N
CD Connectivity 9.6.0 Ability to support multiple NIC to enable multiple
connections.
EP Y F/N
CD Receipt Printer 10.1.0 Minimum 40 column Graphic Thermal Receipt printer with
dual mode printing
EP Y F/N
CD Receipt Printer 10.2.0 Machine should print customer slip in HINDI and English and
regional languages. ( EP needs to ensure that the printer
driver/firmware supports multiple font printing.)
EP Y F/N
CD Receipt Printer 10.2.1 Printer driver/firmware needs to support Hindi, English and
regional Indian type fonts/specification.
EP Y F/N
CD Electronic Journal(EJ) 10.3.0 Electronic journal to be written on CD hard disk and
replicated on the second hard disk which records images.
The solution should include a EJ viewer.
SP Y F/N
CD Electronic Journal(EJ) 10.4.0 Support centralised EJ Pulling SP Y F/N
CD Electronic Journal(EJ) 10.5.0 EJ should be non-editable with encryption or with checksum
or any other solution to prove the authenticity of EJ before a
third party such as the Regulator (RBI), Courts, Banking
Ombudsman, Police Authorities etc.
SP Y F/N
CD Media Status 10.6.0 Low media warning for all items viz. currency notes,
consumer printer roll etc.
EP Y F/N
CD Power 10.7.0 In-built SMPS to work on 230V 50 Hz power supply. EP Y F/N
CD Power 10.8.0 Support input voltage of 230V AC /50 Hz with +/- 5%
variation.
EP Y F/N
CD Maintenance 10.9.0 Should provide hardware, software and MIS (Keyboard,
Mouse etc.) for day to day operations required by the
custodian.
EP Y F/N
CD Power 10.10.0 CD should have Low Carbon Footprint i.e. Low Power
consumption in operation as well as in idle condition.
EP Y F/N
CD Customer Interface / Fascia 11.1.0 Bidder to integrate – where required -- the alarm sensors of
the CD to the branch siren/hooter without any additional
cost to Bank.
EP Y F/N
CD Customer Interface / Fascia 11.3.0 CD should have Rear View Mirrors covering major area of
the site which allow users to see what is happening behind
to avoid shoulder surfing
EP Y F/N
CD Customer Interface / Fascia 11.4.0 CD should have PIN pad shield covering all three sides to
avoid shoulder surfing and capture by the external cameras.
EP Y F/N
CD Power 11.5.0 CD should have Integrated Power Management Solution.
The CD software must be capable of inter-facing with the
Bank's UPS systems and query the battery status, in -line
power and temperature, taking the machine out of service if
the battery capacity is too low, perform scheduled power
offs and automatically start up at the configured date and
time. The solution must shut down gracefully to allow
completion of the ongoing transaction in the event of
complete battery discharge. The above power management
functionality must be controllable remotely. In this situation,
CD should have the capability of generating message of low
battery status and should send the same to the switch.
EP Y F/N
CD Contactless Card Reader 12.1.0 Contactless Card integration capability (Hardware and
Software) supporting the ISO 14443 Type A/Type B, MiFare
and ISO/IEC 18092, ISO 21481 specifications.
EP Y F/N
Appendix-4a-Technical Bid HW 4/5
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
CD Contactless Card Reader 12.2.0 Smart Card/ Chip Card EMVCo Contactless Version 2.1 or
later, as certified with supporting EMVCo L1 LOA. On expiry
of certificate, it should be replaced with valid certificate at
no additional cost to the Bank.
EP Y F/N
CD Contactless Card Reader 12.3.0 EMVCo Level 2 approved terminal application/kernel. On
expiry of certificate, it should be replaced with valid
certificate at no additional cost to the Bank.
SP Y F/N
CD Contactless Card Reader 12.4.0 Should provide necessary certificates/approvals from
VISA,Master Card, Amex, Union Pay, Rupay, Discover
including TQM(PCD) certificates. On expiry of certificate, it
should be replaced with valid certificate at no additional cost
to the Bank.
EP Y F/N
CD Biometric 13.1.0 Should be UIDAI certified device for biometric capture and
authentication. On expiry of certificate, it should be replaced
with valid certificate at no additional cost to the Bank.
EP Y F/N
CD BarCodeScanner 14.1.0 CD should have capability to integrate 1D/2D barcode and
QR code scanner for future requirements of scanning codes
from mobile phones by simply attaching a reader, compliant
with Code128, Code39, QRCode standards.
EP Y F/N
CD BarCodeScanner 14.2.0 Should be capable of reading barcodes of all popular
symbologies, including Code 128, with up to 36 Characters
EP Y F/N
CD CD 15.11.0 The necessary technology/ application/ hardware for
supporting card based, cardless and bio metric transactions
should be available ab-initio.
EP Y F/N
Appendix-4a-Technical Bid HW 5/5
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW CRM 11.6.0 CD capable of One to One Marketing. Client when Loaded on CD should be
able to interact with different CRM sources using open standard messaging
standards
SP Y F/N
SW SWDIST 11.7.0 Machine should be capable of centrally downloading Software / Patches
upgrades and idle screen and content distribution.
SP Y F/N
SW OMS-GEN A.1.0 Supports/implements a Single Sign On solution which enables the user access
of disparate Online Portal resources through a single, streamline secured
authentication process tied in with the bank’s current authentication
framework (Active Directory).
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.2.0 Supports the following user interface(s) over Intranet/Internet/VPN:
(a) Browser-based Application (IE, Edge, Chrome, etc.)
(b) Mobile-based Application (Android,iOS,Windows)
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.3.0 Follows responsive Web design guidelines/standards. SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.4.0 Allows access for all Internet browsers(Windows/Linux) and mobile
applications (iOS, Android, Windows).
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.5.0 Allows creation of countless dashboards depending on user’s role/business
requirements (this includes the capability to change the fields to be displayed
within the dashboards).
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.6.0 Allows user to drill down for detailed information across any entity/fields
present (eg. end-point wise, LHO wise, Module wise, Region wise, Channel
wise, fault-wise, connectivity-wise, etc.).
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.7.0 Allows searching, filtering and sorting on the entities and fields displayed on
the dashboard.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.8.0 Able to offer additional/extensive reports for business, technical and
operations (both historical & real-time information) as required by the bank at
no additional cost.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.9.0 Allows users to change the logic of reports at any time as per their
requirement
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.10.0 Able to generate ad-hoc reports and exported into popular formats (.xls,.csv,
pdf, image, etc) for a period/duration (as selected by the user).
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.11.0 Allows interfacing to Device Monitoring, EndPoint Security, Software
Distribution and additional modules/solutions seamlessly as required by the
bank at no additional cost.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.12.0 Provide analytical Dashboard/report to help improve the performance
characteristics, maximizing ATM uptime and provide recommendations to
reduce resource bottlenecks based on historical data.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.13.0 Allows/provide for primary filter (as default) set to Metro ATMs & Preferred
ATMs.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.14.0 Allows the filters to be set to the following data (based on
availability/applicability):
(a) Region-wise
(b) Org Setup-wise (Circle/Network/Admin Office/Region etc.)
(c) Fault-wise
(d) OEM vendor-wise
(e) Managed Services vendor-wise
(f) Network vendor-wise
(g) Capex-MOF vendor-wise
(h) Terminal wise
(i) Age-wise
(j) Any other type available in database.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.15.0 Allows to add/update categories (in addition to above) in the future, with no
additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.16.0 Allows data input collection using existing templates/formats based on user
provisioning, followed by the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.17.0 Allows role-based access (CRUD) provisioning for all components/entities
supported through the online dashboard.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.18.0 Allows interfacing with mobile application to be provided/developed to gain
access to specific modules/sections of the online dashboard, based on role
provisioning
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.19.0 Allow call escalation/initiation/updates/closure through web and mobile
application, developed as per guidelines provided by the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.20.0 Allow preventive maintenance data entry and update for ATMs, through web
and mobile application, developed as per guidelines provided by the bank
covering the points/steps as per RFP.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.21.0 Allow ATM/Site Engineer to generate a Field Call Report - FCR (as per format
decided by Bank) through web and mobile application when a
preventive/corrective maintenance is performed at the ATM which needs to
be digitally signed off by respective parties and generate a digital version of
the FCR for audit purposes.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.22.0 All digital versions of the FCR to be stored in the bank-designated repository. SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.23.0 Allow site handover/takeover(HTC) data entry and update for ATMs, through
web and mobile application, developed as per guidelines provided by the bank
covering the points/steps as per RFP.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.24.0 All digital versions of the HTC to be stored in the bank-designated repository. SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.25.0 Allow engineer to confirm the PM activities done on-site from their mobile
app, synced with their geo-code position at the site and device tests(as part of
Preventive Maintenance) done at the ATM.
SP Y F/C1/C2/C3/C4/N
Appendix-4b-Technical Bid-SW 1/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW OMS-GEN A.26.0 All preventive maintenance and handover/takeover activities to be signed off
by respective parties involved (ATM/Site Engineer, Bank Official, FLM, etc)
digitally with a unique code/identifier as agreed with the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.27.0 Allow data entry and update for ATMs, through web and mobile application,
by respective parties(Bank Operator, ATM/Site Engineer, etc)
SP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.28.0 Provide details of Endpoint installed with detailed information(Address,
Geocode, Brand, Model, SW Versions,etc) as required by the bank through
web and mobile application and (digitally) signed of by Endpoint Supplier
authorized personnel, in a bank defined format for EndPoint Install
Certificate(EPIC).
SP/EP Y F/C1/C2/C3/C4/N
SW OMS-GEN A.29.0 All digital versions of the EPIC to be stored in the bank-designated repository. SP Y F/C1/C2/C3/C4/N
SW DIST-MGMT AF1.1.0 Should be platform independent – should support Windows XP / Win 7 , Win
10 at the endpoint
SP Y F/N
SW DIST-MGMT AF1.5.0 Should have built-in eJ viewer with search & print facility SP Y F/N
SW DIST-MGMT AF1.6.0 Should have eJ archival and retrieval facility SP Y F/N
SW DIST-MGMT AF1.7.0 Messages transferred to be encrypted with time stamp to prevent
unauthorized access
SP Y F/N
SW DIST-MGMT AF1.8.0 Capable of resuming job automatically in case of communication failure SP Y F/N
SW DIST-MGMT AF1.9.0 Should automatically register ATMs that come live on the network SP Y F/C1/C2/C3/C4/N
SW DIST-MGMT AF1.10.0 Should maintain Audit Trail to track all activities SP Y F/N
SW NTWK-MGMT AG1.1.0 Remotely poll devices at intervals that detect problems immediately after
occurrence
SP Y F/C1/C2/C3/C4/N
SW NTWK-MGMT AG1.2.0 Detect events that exceed set thresholds SP Y F/N
SW NTWK-MGMT AG1.3.0 Use Simple Network Management Protocol (SNMP) for managing UPS only SP Y F/N
SW NTWK-MGMT AG2.1.0 Fault Identification – remote diagnostic tools to be used initially SP Y F/C1/C2/C3/C4/N
SW NTWK-MGMT AG3.5.0 Automate collection of key performance metrics SP Y F/N
SW NTWK-MGMT AG4.1.0 Create and maintain inventory of devices and configurations SP Y F/N
SW NTWK-MGMT AG5.1.0 Show open & closed incident status at secured website SP Y F/N
SW HELP-DESK AI.1.0 Browser-based solution to enable branches to log incidents and track
resolutions
SP Y F/C1/C2/C3/C4/N
SW HELP-DESK AI.6.0 Automatic escalation tools and procedures SP Y F/N
SW HELP-DESK AI.7.0 Customized report options SP Y F/N
SW OMS-EPS B.1.0 Display the client version running on terminals, version-wise with drill down-
capability up-to record level.
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.2.0 Display the count and list of terminals whose policies are not updated(age-
wise).
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.3.0 Display the # of threats/violations identified and stopped during vulnerability
scans(virus/malware/firewall).
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.4.0 Display the # of attempted execution/installation of unauthorized software
and hardware components.
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.5.0 Display the status of hard disk encryptions (aligned, warnings, violations) of
the security policies, vendor-wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.6.0 Display the # of scan failures reported from terminals. SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.7.0 Display the # of white-listed applications, OEM vendor-wise. SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.8.0 Display the aging list of the white-listed applications running on the terminals. SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.9.0 Display the # of USB/ports blocked or un-blocked OEM vendor-wise. SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.10.0 Display the aging list of the blocked or un-blocked USB/ports OEM vendor
wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.11.0 Display the # of access policies maintained across the network, with last
update/change metric.
SP Y F/C1/C2/C3/C4/N
SW OMS-EPS B.12.0 Be able to interface with any third-party systems, as required with no
additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.1.0 Display the # of faults, tickets pipeline, based on the initiation mode
(automatic, manual, SMS, Voice Call, Email, etc.)
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.2.0 Display the availability factor of the ATMs with drill-down capabilities
(Overall,Circle-wise,Network-wise,AO Wise, Region-wise, Branch-wise, ATM-
wise).
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.3.0 Reflect the assigned / current SLA metrics stake-holder wise. SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.4.0 Display ticket summary status with drill-down capabilities, filtered by ATM-
wise Region-wise, etc.
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.5.0 Display trending of SLA metrics based on historical data flow, SLA group-wise
(Circle, Metro, Preferred, Regular etc.)
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.6.0 Display trending of threshold levels to pro-actively detect failures/outages on
terminals.
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.7.0 Display trending of ticket escalations, based on historical data flow. SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.8.0 Display disconnect ratios between ticket open/close and engineer onsite
check-in.
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.9.0 Display average response time month-wise on overall faults/tickets. SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.10.0 Display average response time severity-wise, vendor-wise, region-wise, etc. SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.11.0 Display the # of preventive maintenance activities done with duration vendor-
wise, and comparison with historical information.
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.12.0 Display the # of auto vs manual dispatches done for consumable/cash
replenishments, Overall, Region-wise, Vendor-wise, etc.
SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.13.0 Display the average TAT for response and resolution filter-wise. SP Y F/C1/C2/C3/C4/N
SW OMS-INC C.14.0 Display the average time taken across each phase during the ticket
escalation/dispatch process to help identify/determine the bottlenecks
SP Y F/C1/C2/C3/C4/N
Appendix-4b-Technical Bid-SW 2/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW OMS-INC C.15.0 Be able to interface with Bank's Incident Management System or any third-
party systems, as required with no additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.1.0 Display the # of ATMs, by operative (active, inactive) state. SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.2.0 Display the average up-time of the ATM fleet, vendor-wise, Circle-wise,
Network-wise, AO-Wise,region-wise, etc. for the period/duration (as specified
by the user).
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.3.0 Display the # of ATM component failures and aging analysis. SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.4.0 Display the threshold levels of ATM/Component and the current positions
with trends (to identify/determine possible problems in the future).
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.5.0 Reflect the assigned / current SLA metrics stake-holder wise. SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.6.0 Be able to interface with any third-party systems, as required with no
additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.7.0 Display the # of chronic faults and subsequent ATM inactive, for a
period/duration (as specified by the user).
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.8.0 Display network wide cash position(incl. cashouts) and representing data
based on individual cassette position,Circle,Network,AO,Region, State, Pop-
Group etc (as specified by users) with provision to drill-down upto endpoint
level.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.9.0 Display the real-time cash position, count of notes for each denomination /
cassette at terminal level.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.10.0 Display the list of machines with recurring failures(chronic), poor service
availability or poor uptime.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.11.0 Display trending of SLA metrics based on historical data flow, SLA group-wise
(Circle, Metro, Preferred, Regular etc.)
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.12.0 Provide visual differentiation for devices/entities by user defined threshold
(RED, YELLOW, GREEN)
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.13.0 Display the list of terminals which are anticipated to have a failure/problem
pro-actively based on historical information, before the fatal condition
happens.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.14.0 Display terminals with no heart-beat response status or transaction status for
a defined threshold level.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.15.0 Display the CPU/memory/network utilization of the terminal. SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.16.0 Display the # of time remote restarts were required on terminals for a
period/duration (as specified by the user).
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.17.0 display the current utilization levels of the system HW (components like CPU,
Disk, Memory, Controllers, Bus, LB, Network Card/IP, etc) node-wise or system-
wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.18.0 display the current utilization levels of the application system SW (processes). SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.19.0 display the trend / forecast for both system HW and SW, based on current
and historical data.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.20.0 display the # of times the utilization levels have crossed pre-defined
threshold levels.
SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.21.0 display the resource queues, and highlight the long-running queues. SP Y F/C1/C2/C3/C4/N
SW OMS-MON D.22.0 display the # of scheduled jobs (incl. backups) and the ratio of completion / in
progress / failure status.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.1.0 display the # of successful/un-successful software download(payload)
activities performed for a period/duration (as selected by the user)
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.2.0 display the # of successful/un-successful software upload(payload) activities
performed for a period/duration (as selected by the user)
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.3.0 display the total payload(size) for all upload & download activities performed
for a period/duration (as selected by the user)
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.4.0 display the payload by comms channel and the average time taken to
complete.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.5.0 display the break-up of payloads, file type-wise (video, screens, OS logs, App
logs, device logs, etc.)
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.6.0 display the average time needed to complete the pending download
activities, entity-wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.7.0 display the average time needed to complete the pending upload activities,
entity-wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.8.0 display the # of retries performed for software download activities performed
for a period/duration (as selected by the user), connection type-wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.9.0 display the # of retries performed for software upload activities performed
for a period/duration (as selected by the user), connection type-wise.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.10.0 display the # of manual visits done to perform software updates or retrieve
logs, due to software distribution failures, vendor-wise, region-wise, etc.
SP Y F/C1/C2/C3/C4/N
SW OMS-DIST E.11.0 be able to interface with any third-party systems, as required with no
additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-ASSET F.1.0 display the # of ATMs, grouped by OEM Model type/CPU/Memory or any
other parameters from the OEM Hardware specification.
SP Y F/C1/C2/C3/C4/N
SW OMS-ASSET F.2.0 display the # of ATMs, grouped by OS ver / Application version + patch level
(incl. XFS) or any other parameters available from the Software Application.
SP Y F/C1/C2/C3/C4/N
SW OMS-ASSET F.3.0 display the software version changes/upgrades applied on the terminal
software components for a period/duration (as selected by the user).
SP Y F/C1/C2/C3/C4/N
Appendix-4b-Technical Bid-SW 3/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW OMS-ASSET F.4.0 display the total # of ATMs and relative value, based on parameters such as
Overall / LHO / Circles / Metro / Preferred / Regular / Urban / Rural
classifications.
SP Y F/C1/C2/C3/C4/N
SW OMS-ASSET F.5.0 display the aging report of the last update/check done of the HW/SW running
on the terminals, and highlight if any failures faced during last attempt.
SP Y F/C1/C2/C3/C4/N
SW OMS-ASSET F.6.0 display the next planned Preventive Maintenance activity for those terminals
where in the version check update has failed during last attempt.
SP Y F/C1/C2/C3/C4/N
SW OMS-ASSET F.7.0 be able to interface with any third-party systems, as required with no
additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW OMS-CRM G.1.0 display the # and type of campaigns running active, across the ATM fleet. SP Y F/C1/C2/C3/C4/N
SW OMS-CRM G.2.0 display the # and type of campaigns run on the ATM fleet for a
period/duration (as selected by the user) with active/expired status.
SP Y F/C1/C2/C3/C4/N
SW OMS-CRM G.3.0 display the ratio of acceptance / non-acceptance of campaigns, region-wise,
BIN-wise, ON-US/NOT-ON-US, etc.
SP Y F/C1/C2/C3/C4/N
SW OMS-CRM G.4.0 display the payload size of each campaign, and campaign changes done for a
period/duration (as selected by the user).
SP Y F/C1/C2/C3/C4/N
SW OMS-CRM G.5.0 display the ratio of auto vs manual attempts to deploy the campaign on the
terminals.
SP Y F/C1/C2/C3/C4/N
SW OMS-CRM G.6.0 be able to interface with any third-party systems, as required with no
additional cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW MVS-APPL I.1.0 Should be capable of interface through multi-vendor ATM software agent on
machine with Bank’s Switches i.e. BASE24 or any other Switch introduced by
the Bank in future and Mult-Vendor ATM Central Server.
SP Y F/N
SW MVS-APPL I.2.0 Software for reading the EMV Chip Cards. Smart Card/ chip Card EMV version
4.0, Level 2 approved terminal resident application.
SP Y F/N
SW MVS-APPL I.3.0 Remote diagnostic agent to diagnose problems with the machine including
but not limited to predicting part failures. This service including proactive
rectification of problems reported by remote diagnostic agent will have to be
provided by the bidder / OEM mandatorily at no extra cost to the Bank. The
bidder also agrees to install any software selected by the Bank at no cost to
the Bank.
SP Y F/N
SW MVS-APPL I.4.0 Response to the terminal from central solution should not be more than 500
miliseconds from the time of request originated at the terminal. In case of
delay in response or no response from central Solution default transaction
flow should be used.
SP Y F/N
SW MVS-APPL I.6.0 Terminal solution should be the single intelligent application that controls
devices/supports display on screen at terminal. Controls and supports
multiple devices eg epp, dispenser, card reader etc
SP Y F/N
SW MVS-APPL I.7.0 Bidder to confirm ability to demonstrate proof of concept about CD software
being capable of supporting all the applications currently developed for the
Bank such as CD Locator, Railway ticketing, Campus fees payment, Mobile
Recharge & other Utility Bill Payments.
SP Y F/N
SW MVS-MESG J.1.0 Software to support DDC/912 message emulation. SP N F/N
SW MVS-MESG J.2.0 Software to support NDC message emulation. SP Y F/N
SW MVS-MESG J.3.0 Software to support IFX message emulation. SP N F/C1/C2/C3/C4/N
SW MVS-MESG J.4.0 Software to support ISO8583(all versions) message emulation. SP Y F/N
SW MVS-MESG J.5.0 Software to support ISO20022(XML) message emulation. SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.1.0 Support Cash Withdrawal SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.2.0 Support Cash Deposit SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.3.0 Support Cheque Deposit SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.4.0 Support Standing Instruction SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.5.0 Support Loan Account enquiry SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.6.0 Support Fixed Deposit SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.7.0 Support Bunched Note Acceptance SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.8.0 Support Balance Enquiry SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.9.0 Support Mini-Statement SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.10.0 Support Card to Card Transfer SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.11.0 Support Card to Account Transfer SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.12.0 Support Account to Account Transfer SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.13.0 Support B 2 B SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.14.0 Support Visa Money Transfer SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.15.0 Support Biometric Based Authentication API v 2.0 specifications (as stated by
UIDAI). Additional changes required to support later revisions to be provided
at no cost to the bank.
SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.16.0 Support Institutional Fee Payment SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.17.0 Support Bill Payment SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.18.0 Support Trust Donation SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.19.0 Support PIN Change SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.20.0 Support Fast Cash SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.21.0 Support Mobile Number Registration SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.22.0 Support Mobile Top-UP SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.23.0 Support Mobile Banking Registration/Deregistration SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.24.0 Support SBI Credit Card Bill Payment SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.25.0 Support SBI Credit Card Cash Withdrawal SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.26.0 Support Prepaid Card Cash Withdrawal SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.27.0 Support Prepaid Card Balance Enquiry SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.28.0 Support SBI Life Insurance Premium payment SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.29.0 Support Cheque Book Issuance SP Y F/C1/C2/C3/C4/N
Appendix-4b-Technical Bid-SW 4/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW MVS-TXNTYP K.30.0 Support Stop Cheque enquiry SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.31.0 Support Internet Banking Request Approval SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.32.0 Support Aadhaar Number Seeding SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.33.0 Support Cash increase/decrease/short/ excess Admin Transactions using
admin card
SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.34.0 Support Channel Manager visit registration SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.35.0 Support Dynamic Currency Conversion during transaction SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.36.0 Support Failure Alert SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.37.0 Support Idle Screen / Advertising SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.38.0 Support Cash Recycling SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.39.0 Supports for advanced/value added services SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.40.0 Support QR code based Transaction SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.41.0 Support Card less Transaction SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.42.0 Support NFC based transaction/ contactless transaction SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.43.0 Support EMV-chip based transactions SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.44.0 Support for AKDS SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.45.0 Support for 3-DES SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.46.0 Support for supervisory mode cash counter update SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.47.0 Support Account Number Masking (on receipt) SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.48.0 Support 2 digit Screen for checking Keypad is working SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.49.0 Support Timed out and Last Transaction Status(LTS) based reversals SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.50.0 Support for MAC (Message Authentication Code) SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.51.0 Support 2048-bit or higher encryption standards SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.52.0 Support Instant Money Transfer Transaction. SP Y F/C1/C2/C3/C4/N
SW MVS-TXNTYP K.15a.0 Support Biometric based Registration SP Y F/C1/C2/C3/C4/N
SW MVS-CRM L.1.0 Location based themes eg Airport , Railway, Malls etc SP Y F/N
SW MVS-CRM L.2.0 Business rules and messaging eg Birthday, festival etc SP Y F/N
SW MVS-CRM L.3.0 Customer preferences eg Language, Fixed amount withdrawal etc SP Y F/N
SW MVS-OS M.1.0 Supports Windows XP SP Y F/N
SW MVS-OS M.2.0 Supports Windows 7 SP Y F/N
SW MVS-OS M.3.0 Supports Windows 10 SP Y F/N
SW MVS-OS M.4.0 Supports the latest Windows version supported the ATM/OEM vendors from
time to time.
SP Y F/N
SW MVS-OS M.6.0 Agent/solution support on terminal having Pentium IV and above, RAM 2 GB
and HDD 250 GB
SP Y F/N
SW MVS-VSS O.1.0 Solution to support capturing, storing and retrieval of pictures/ Video clips
during the transaction at the terminal using proprietary and/or CEN XFS
Compliant camera.( In case of proprietary camera solution, solution provider
to develop/customise the camera solution using proprietary drivers and/or
using proprietary camera application wherever available)
SP Y F/C1/C2/C3/C4/N
SW MVS-VSS O.2.0 Proposed Solution should be capable of stamping the transaction information
(with masking of Card Number as per PA-DSS) on the images / Video clipping.
SP Y F/C1/C2/C3/C4/N
SW MVS-VSS O.3.0 Customization if any with the OEM proprietary solution will be the sole
responsibility of the Solution provider )
SP Y F/C1/C2/C3/C4/N
SW MVS-ASSET P.1.0 Provide centralised identification, Monitoring (a,b,d and g) and audit of
followings items of Terminal without site visit with all granular details.
SP
SW MVS-ASSET P.1.1 a. Hardware, Devices, Components SP Y F/N
SW MVS-ASSET P.1.2 b. Software and its modules with version SP Y F/N
SW MVS-ASSET P.1.3 c. Firmware and Device Drivers versions SP Y F/N
SW MVS-ASSET P.1.4 d. Services / Processes SP Y F/N
SW MVS-ASSET P.1.5 e. Updates Levels, Patch Levels , hotfixes SP Y F/N
SW MVS-ASSET P.1.6 f. Operating System, Service Packs Versions SP Y F/N
SW MVS-ASSET P.1.7 g. Configuration SP Y F/N
SW MVS-ASSET P.1.8 h. XFS Service Provider versions SP Y F/N
SW MVS-ASSET P.2.0 Track hardware, software, real time reporting of hardware Status and alert on
hardware change
SP Y F/N
SW MVS-CRM Q.1.0 Should be able to generate campaign for various customers based on a criteria SP
SW MVS-CRM Q.1.1 a. Geographical Region wise SP Y F/N
SW MVS-CRM Q.1.2 b. Terminal wise SP Y F/N
SW MVS-CRM Q.1.3 c. Customer segments wise SP Y F/N
SW MVS-CRM Q.1.4 d. BIN wise SP Y F/N
SW MVS-CRM Q.1.5 e. General and targeted one to one advertising SP Y F/N
SW MVS-CRM Q.1.6 f. Based on the timings SP Y F/N
SW MVS-CRM Q.1.7 g. New criteria as defined by the bank, at no additional cost. SP Y F/N
SW MVS-CRM Q.2.0 Support campaign management using Workflow/Tool Wizards SP
SW MVS-CRM Q.2.1 Designing a new campaign SP Y F/N
SW MVS-CRM Q.2.2 Validating a new campaign SP Y F/N
SW MVS-CRM Q.2.3 Deploying a new campaign SP Y F/N
SW MVS-CRM Q.2.4 Handling and storing feedback on a campaign SP Y F/N
SW MVS-CRM Q.3.0 Changing the look/feel of a campaign screen remotely. SP Y F/N
SW MVS-CRM Q.4.0 Support personalization of style/themes/language of screen. SP
SW MVS-CRM Q.4.1 based on customer profile SP Y F/N
SW MVS-CRM Q.4.2 based on card profile SP Y F/N
SW MVS-CRM Q.4.3 based on available/definable parameters SP Y F/N
SW MVS-DESIGN R.1.0 Software Development Kit includes full preview functionality with the help of
simulators where the actual application which will be delivered to the ATM
can be run on a local PC
SP Y F/N
SW MVS-DESIGN R.2.0 Platform independent design tools for all terminals irrespective of SP
Appendix-4b-Technical Bid-SW 5/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW MVS-DESIGN R.2.1 (a) Make SP Y F/N
SW MVS-DESIGN R.2.2 (b) Type(touch, non-touch) SP Y F/N
SW MVS-DESIGN R.2.3 (c ) Screen Resolution SP Y F/N
SW MVS-DESIGN R.2.4 (d) FDK Key layout SP Y F/N
SW MVS-DESIGN R.2.5 (e ) Language SP Y F/N
SW MVS-DESIGN R.3.0 All ATM screens are based on a small number of screen templates. Changes
made to a screen template will immediately take effect on all screens created
from that template, providing the bank with an efficient mechanism for
changing a large number of screens at the same time.
SP Y F/N
SW MVS-DESIGN R.4.0 Screen formats/templates should be parameterised, easily modifiable and
redeployable centrally without much scripting or development in switch i.e
Non-technical staff should be able to design the screen..
SP Y F/N
SW MVS-DESIGN R.5.0 Solution can generate an PDF/Doc file containing flow chart for screens
images from a branding set. This facility provides a bank with a convenient
way of sharing a set of screens with its staff when reviewing branding
updates.
SP Y F/N
SW MVS-DESIGN R.6.0 Ability to stream data/feed from other sources e.g intranet SP Y F/N
SW MVS-DESIGN R.7.0 Ability to integrate the solution across the existing switch of the bank or any
other switch purchased in future
SP Y F/N
SW MVS-DESIGN R.8.0 Application/ platform should be capable future enhancement without driving
massive changes at host
SP Y F/N
SW MVS-DESIGN R.9.0 Support parameterised/workflow based configuration for transaction SP
SW MVS-DESIGN R.9.1 A) Transaction and screen flow SP Y F/N
SW MVS-DESIGN R.9.2 B) Business logic parameter SP Y F/N
SW MVS-DESIGN R.9.3 C) Input fields SP Y F/N
SW MVS-DESIGN R.9.4 D) Validations SP Y F/N
SW MVS-DESIGN R.9.5 E) Timers SP Y F/N
SW MVS-DESIGN R.9.6 F) Restriction of transaction/services SP Y F/N
SW MVS-DESIGN R.10.0 Fully configurable Documents SP
SW MVS-DESIGN R.10.1 A) Receipt SP Y F/N
SW MVS-DESIGN R.10.2 B) Journal SP Y F/N
SW MVS-DESIGN R.11.0 Should be able to design New/modify SP
SW MVS-DESIGN R.11.1 A) Transaction flow SP Y F/N
SW MVS-DESIGN R.11.2 B) Button image SP Y F/N
SW MVS-DESIGN R.11.3 C) Image, Video SP Y F/N
SW MVS-DESIGN R.11.4 D) Style SP Y F/N
SW MVS-SWDIST S.1.0 Ability to compress and pull Electronic Journal [EJ] at Central location SP Y F/C1/C2/C3/C4/N
SW MVS-SWDIST S.2.0 Batch mode (through scheduler) SP Y F/N
SW MVS-SWDIST S.3.0 Should be pulled in Online mode centrally . SP Y F/N
SW MVS-SWDIST S.4.0 Should be able to view the lived and archived parsed Electronic Journal [EJ]
through a portal.
SP Y F/N
SW MVS-SWDIST S.5.0 EJ format should be parameterised and on the standard format irrespective of
make and model of the terminal, as per the requirement of the Bank.
SP Y F/N
SW MVS-SWDIST S.6.0 Solution should keep the history of scheduled tasks to report their progress
and failure.
SP Y F/N
SW MVS-SWDIST S.7.0 EJ Archiving SP Y F/N
SW MVS-SWDIST S.8.0 Software and File Distribution at an appropriate time and record traces,
includes :
SP
SW MVS-SWDIST S.8.1 A. Screen changes SP Y F/N
SW MVS-SWDIST S.8.2 B. Software hot-fixes SP Y F/N
SW MVS-SWDIST S.8.3 C. Updates/patches SP Y F/N
SW MVS-SWDIST S.8.4 D. Configuration SP Y F/N
SW MVS-SWDIST S.8.5 E. Any graphics and display contents SP Y F/N
SW MVS-SWDIST S.9.0 Distribution is done in small blocks of data and process is managed according
to available bandwidth
SP Y F/N
SW MVS-SWDIST S.10.0 Ability to distribute software remotely at scheduled time and centrally in a
secure and authenticated manner with necessary logs/trace
SP Y F/N
SW MVS-SWDIST S.11.0 Solution to provide the software manager to remote software deployment : SP
SW MVS-SWDIST S.11.1 (a) Software Manager should be capable to remotely distribute a software to
a specific ATM, a group or ATMs or the entire network of ATMs from central
location.
SP Y F/N
SW MVS-SWDIST S.11.2 (b) The module automatically decides whether a reboot of the ATM is
required for the software update to take effect or not. The machine can be
configured for an immediate reboot or a scheduled reboot and would only
reboot at the schedule time if not being accessed by a customer or when
transaction is completed or when machine is in idle state (Non-Peak hours)
SP Y F/N
SW MVS-SWDIST S.12.0 The server provides a detailed report of all the distribution with accurate
reporting whether the installation and delivery were successful or not.
SP Y F/N
SW MVS-SWDIST S.13.0 Customer sessions take priority over download process which is suspended
during customer transaction and resumed after transaction completion
SP Y F/N
SW MVS-SWDIST S.14.0 In the event of a conflict between Central solution rule and ATM
configuration, the incorrect configuration can be corrected immediately
before customers are impacted.
SP Y F/N
SW MVS-LANG T.1.0 Multilingual support for all Official languages as declared by the Indian
Constitution or by respective states in India as well as major foreign
languages
SP
Appendix-4b-Technical Bid-SW 6/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW MVS-LANG T.1.1 Screens SP Y F/N
SW MVS-LANG T.1.2 Campaigns SP Y F/N
SW MVS-LANG T.1.3 Receipts Printing SP Y F/N
SW MVS-LANG T.1.4 Text Messages on Screens SP Y F/N
SW MVS-LANG T.2.0 Audio support (Text to speech in preferred language) SP Y F/N
SW MVS-LANG T.3.0 Disability compliance (Text to speech, longer timeouts, handset detection,
FDK to numeric key detection.
SP Y F/N
SW MVS-TRMTYP TT.1.0 Solution should be capable of working and seamlessly integrating with the
following make and models (Illustrative but not exhaustive)
SP
SW MVS-TRMTYP TT.19.0 Wincor-CD-Procash 280 SP Y F/N
SW MVS-TRMTYP TT.20.0 OKI-CDM/Recycler-RG7 SP Y F/N
SW MVS-TRMTYP TT.21.0 Nautilus Hyosung-CDM/Recycler-MX 8600 Monimax SP Y F/N
SW MVS-TRMTYP TT.22.0 Hitachi-CDM/Recycler-HT-2845-V SP Y F/N
SW MVS-TRMTYP TT.23.0 Nautilus Hyosung-CD-Monimax 5600 Level 1 SP Y F/N
SW MVS-TRMTYP TT.24.0 Diebold-Cash Recycler-Opteva 378 SP Y F/N
SW MVS-TRMTYP TT.25.0 Hitachi-CAsh Recycler-HT-2845-SR7500 SP Y F/N
SW MVS-TRMTYP TT.26.0 NCR-CD-Selfserve 22e (SS22e) /22 SP Y F/N
SW MVS-TRMTYP TT.27.0 Diebold-CD- D-429 S SP Y F/N
SW MVS-TRMTYP TT.29.0 Diebold-Smart ATM SP Y F/N
SW MVS-MON U.1.0 Ability to monitor the terminal through Dashboards with different categories
with graphical view :
SP
SW MVS-MON U.1.1 Geographical Region wise / Population Category wise SP Y F/N
SW MVS-MON U.1.2 Banks' Organisation setup - Circle / Network / Admin Office / Region SP Y F/N
SW MVS-MON U.1.3 Fault-wise SP Y F/N
SW MVS-MON U.1.4 OEM Vendor-wise SP Y F/N
SW MVS-MON U.1.5 Managed Service Vendor Wise SP Y F/N
SW MVS-MON U.1.6 Network Connectivity Vendor Wise SP Y F/N
SW MVS-MON U.1.7 Capex - MOF Vendor Wise SP Y F/N
SW MVS-MON U.1.8 Terminal- wise SP Y F/N
SW MVS-MON U.1.9 Age-wise (fault, installation etc) SP Y F/N
SW MVS-MON U.1.10 Should be parameterised to add any category in future. SP Y F/N
SW MVS-MON U.2.0 Ability to drill down the fault online on terminals SP Y F/N
SW MVS-MON U.3.0 ATM Monitoring features SP
SW MVS-MON U.3.1 Browse-based GUI for operators SP Y F/N
SW MVS-MON U.3.2 ATM overall status / ATM Metro, Preferred, Regular SP Y F/N
SW MVS-MON U.3.3 Application status SP Y F/N
SW MVS-MON U.3.4 Vendor specific error code reporting and its translation SP Y F/N
SW MVS-MON U.3.5 Hardware / Devices / Components Status SP Y F/N
SW MVS-MON U.3.5 Supervisory Cash Counters SP Y F/N
SW MVS-MON U.4.0 Sending alerts and Incident Management ( Trouble ticketing, auto closure of
resolved tickets )
SP Y F/N
SW MVS-MON U.5.0 Ability to view screen online and real-time to troubleshoot SP Y F/N
SW MVS-MON U.6.0 Ability to integrate with third party monitoring tool SP Y F/C1/C2/C3/C4/N
SW MVS-MON U.7.0 An operator can view uptime reports for an ATM that shows its availability
over the past 24 hours, hourly, Weekly, monthly, quarterly, half yearly and
yearly Reports can be viewed for an individual ATM or for a group of ATMs.
SP Y F/N
SW MVS-MON U.8.0 Dashboard for monitoring should be customisable based on the roles as per
the requirement of the Bank
SP Y F/C1/C2/C3/C4/N
SW MVS-MON U.9.0 Parameterised to calculate penalty reports based on various SLA- penalties
defined by the Bank
SP Y F/C1/C2/C3/C4/N
SW MVS-MON U.10.0 The solution gives complete list of devices/consumables running on each
ATM and their operational and real-time health status.
SP
SW MVS-MON U.10.1 Card Reader SP Y F/N
SW MVS-MON U.10.2 Card Dispenser SP Y F/N
SW MVS-MON U.10.3 Card Acceptor SP Y F/N
SW MVS-MON U.10.4 Envelope Dispenser SP Y F/N
SW MVS-MON U.10.5 Envelope depository SP Y F/N
SW MVS-MON U.10.6 Receipt Printer SP Y F/N
SW MVS-MON U.10.7 Journal Printer SP Y F/N
SW MVS-MON U.10.8 Camera SP Y F/N
SW MVS-MON U.10.9 Currency Cassettes SP Y F/N
SW MVS-MON U.10.10 Reject Bin SP Y F/N
SW MVS-MON U.10.11 Paper Rolls SP Y F/N
SW MVS-MON U.10.12 Envelopes SP Y F/N
SW MVS-MON U.10.13 Cash SP Y F/N
SW MVS-MON U.11.0 Shows the status of all processes of terminal and how much memory each is
using.
SP Y F/C1/C2/C3/C4/N
SW MVS-MON U.12.0 An ATM may be restarted remotely, which may be required after
configuration changes and to resolve certain problems.
SP Y F/N
SW MVS-MON U.13.0 Solution give alert if notes have been retracted which could point to an
attempted fraud at the ATM
SP Y F/C1/C2/C3/C4/N
SW MVS-MON U.14.0 Ability to flash ATM Status alerts through SMS/Email etc. SP Y F/N
SW MVS-MON U.15.0 Cash management (cash level tracking, cash out report, cash position) SP Y F/N
SW MVS-MON U.16.0 Solution should be in position to segregate Power failure and communication
failure
SP Y F/N
SW MVS-MON U.17.0 The solution should support event logging. SP Y F/N
SW MVS-MON U.18.0 There should be provision to log all calls received at Help Desk at Banks’ site
through a Web-based portal along with a Dashboard as well generation of MIS
with respect of TAT, pendency etc.
SP Y F/N
Appendix-4b-Technical Bid-SW 7/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW MVS-MON U.19.0 Solution should provide the dashboard for tracking the no. of endpoints with
a drill down features
SP Y F/C1/C2/C3/C4/N
SW MVS-OMNI V.1.0 Single integration layer with Back-Office integration services and APIs to
ensure a consistent and seamless integration framework so as to ensure a
seamless view of all relationships that the customer might have.
SP Y F/C1/C2/C3/C4/N
SW MVS-OMNI V.2.0 System should support a range of identification and authentication
mechanisms which can be assigned to different channels, segments,
brandings, products, etc. These mechanisms include login-password, card
PIN, SMS OTP, external OTP and others. The system should be configurable to
accept standard, default mechanisms and can be integrated to external
security sub systems.
SP Y F/C1/C2/C3/C4/N
SW MVS-OMNI V.3.0 Seamless integration with other channels (without development in switch)
like Internet Banking, Mobile Banking, Mobile apps, CRM or customer profiling
database or lotus application or CBS etc
SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.1.0 Enpoint Protection Solution & all the modules, if any, should have Multi
Vendor compatibility and should integrate seamlessly in any OEM make.
SP Y F/N
SW MVS-EPS-GEN W.2.0 Solution & all the modules, if any, should have compatibility with Windows XP
or above operating system.
SP Y F/N
SW MVS-EPS-GEN W.3.0 The solution should support event logging. SP Y F/N
SW MVS-EPS-GEN W.4.0 There should be provision to log all calls received at Help Desk at Banks’ site
through a Web-basedportal alongwith a Dashboard as well generation of MIS
with respect of TAT, pendency etc.
SP Y F/N
SW MVS-EPS-GEN W.5.0 Solution should provide the dashboard for tracking the no. of endpoints with
drill down features
SP Y F/N
SW MVS-EPS-GEN W.6.0 Single interface for accessing End Point Protection Solution (EPS) functions SP Y F/N
SW MVS-EPS-GEN W.7.0 Web-based graphical rich console SP Y F/N
SW MVS-EPS-GEN W.8.0 Mechanisms to deploy agents of all the modules wherever bandwidth is
available and in small packets where bandwidth is low.
SP Y F/N
SW MVS-EPS-GEN W.9.0 Mechanisms to update agents remotely SP Y F/N
SW MVS-EPS-GEN W.10.0 Ability to deliver policies of Whitelilsting, Full Hard Disk Encryption (FHDE)
anywhere
SP Y F/N
SW MVS-EPS-GEN W.11.0 Ability to deliver agent software updates anywhere SP Y F/N
SW MVS-EPS-GEN W.12.0 Minimal policy and configuration update latency SP Y F/N
SW MVS-EPS-GEN W.13.0 Ability to dynamically change the hardening policies SP Y F/N
SW MVS-EPS-GEN W.14.0 Ability to schedule the pushing/reverting/modifying the hardening policy on
selected number of terminals.
SP Y F/N
SW MVS-EPS-GEN W.15.0 Ability to log calls at Banks helpdesk automatically. SP Y F/N
SW MVS-EPS-GEN W.16.0 Scalability SP Y F/N
SW MVS-EPS-GEN W.17.0 Audit log for policy changes SP Y F/N
SW MVS-EPS-GEN W.18.0 Log of administrative events SP Y F/N
SW MVS-EPS-GEN W.19.0 Consistent support across platforms SP Y F/N
SW MVS-EPS-GEN W.20.0 Quarantine of unhealthy endpoints where EPS is not installed or non-
functional
SP Y F/N
SW MVS-EPS-GEN W.21.0 Help function SP Y F/N
SW MVS-EPS-GEN W.22.0 Alert/threat generation SP Y F/N
SW MVS-EPS-GEN W.23.0 Logs and log access SP Y F/N
SW MVS-EPS-GEN W.24.0 Banks SIEM integration SP Y F/N
SW MVS-EPS-GEN W.25.0 Default reports with respect of TAT, pendency etc. SP Y F/N
SW MVS-EPS-GEN W.26.0 Reports with details of connected/disconnected Terminals SP Y F/N
SW MVS-EPS-GEN W.27.0 Report filters SP Y F/N
SW MVS-EPS-GEN W.28.0 Health monitoring for endpoints and agents SP Y F/N
SW MVS-EPS-GEN W.29.0 Policy hierarchy SP Y F/N
SW MVS-EPS-GEN W.30.0 Separation of duties and role-based administration SP Y F/N
SW MVS-EPS-GEN W.31.0 Availability SP Y F/N
SW MVS-EPS-GEN W.32.0 Customized reporting SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.33.0 User-based reporting SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.34.0 Mobile endpoint status reporting SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.35.0 Endpoint discovery SP Y F/N
SW MVS-EPS-GEN W.36.0 Configuration backup SP Y F/N
SW MVS-EPS-GEN W.37.0 Configuration and patch management integration SP Y F/N
SW MVS-EPS-GEN W.38.0 Integration with vulnerability assessment solutions SP Y F/N
SW MVS-EPS-GEN W.39.0 Customized reporting SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.40.0 Customizable dashboards SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.41.0 Ability to drill down from a report or dashboard into a log, an agent or
another object
SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.42.0 Natural-language queries SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-GEN W.43.0 Ad hoc reports SP Y F/C1/C2/C3/C4/N
SW MVS-EPS-HDE X.1.0 Solution should have ability to perform Full Hard Disk Encryption (FHDE) i.e. to
encrypt all data (user files as well as system files) from an ATM’s hard disk.
SP Y F/N
SW MVS-EPS-HDE X.2.0 FHDE should have pre-boot network based authentication or environment
aware authentication mechanism.
SP Y F/N
SW MVS-EPS-HDE X.3.0 The solution should be capable of changing the configuration of the FHDE and
the parameters used to encrypt.
SP Y F/N
SW MVS-EPS-HDE X.4.0 The solution should protect data confidentiality when a system is out of
operation i.e. when HDD is removed from native ATM.
SP Y F/N
SW MVS-EPS-HDE X.5.0 The solution should have the capability to decrypt the ATM hard drive outside
of the ATM for recovery purpose in a secured manner.
SP Y F/N
Appendix-4b-Technical Bid-SW 8/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No. of RFP
Submitted
SW MVS-EPS-HDE X.6.0 The solution should have real time encryption ( based on military grade AES-
256 encryption standard)
SP Y F/N
SW MVS-EPS-HDE X.7.0 The solution should have single centralised management console for
managing and pushing the encryption policies.
SP Y F/N
SW MVS-EPS-HDE X.8.0 The single centralised management console should be in a position to pull
reports as needed about the connected and disconnected ATMs.
SP Y F/N
SW MVS-EPS-WL Y.1.0 The solution should be able to block USB ports on the ATM. SP Y F/N
SW MVS-EPS-WL Y.2.0 The solution should be protected against tampering of applications which are
whitelisted either on disk or on memory during execution.
SP Y F/N
SW MVS-EPS-WL Y.3.0 The solution should protect against malware which may be injected locally or
remotely on the machine.
SP Y F/N
SW MVS-EPS-WL Y.4.0 The solution should prevent execution of unauthorized software, scripts,
Dynamic-Link Libraries (DLL) and further defends against memory exploits.
SP Y F/N
SW MVS-EPS-WL Y.5.0 The solution should protect against unauthorised updation/change or
property files etc.
SP Y F/N
SW MVS-EPS-WL Y.6.0 The solution should have firewall functionality. SP Y F/N
SW MVS-EPS-WL Y.7.0 The solution should issue alert/ warning once a threat has been identified. SP Y F/N
SW MVS-EPS-WL Y.8.0 The solution should block unauthorized installed software. SP Y F/N
SW MVS-EPS-WL Y.9.0 The solution should have capability to allocate only required ATM resources to
the whitelisted application. The solution should monitor during the execution
of the application that only whitelisted resources are accessed.
SP Y F/N
SW MVS-EPS-WL Y.10.0 The solution should have single centralised management console for
managing, administering and pushing the hardening policies.
SP Y F/N
SW MVS-EPS-WL Y.11.0 The single centralised management console should be in a position to pull
reports as needed about the connected and disconnected ATMs.
SP Y F/N
SW MVS-EPS-WL Y.12.0 The solution should provide additional hardening capability to the operating
system, irrespective of the OEM
SP Y F/N
SW MVS-EPS-WL Y.13.0 The solution should be able to dynamically change the hardening policy of the
ATM.
SP N F/N
SW MVS-EPS-WL Y.14.0 The hardening solution should be developed for ATM environment and should
have out of box prefabricated best practices to reduce installation period.
SP Y F/N
SW MVS-EPS-ACS Z.1.0 The solution should have centralised access management capability SP Y F/N
SW MVS-EPS-ACS Z.2.0 The solution should support time bound password generation and
management using OTP/Passcodes.
SP Y F/N
SW MVS-EPS-ACS Z.3.0 The solution should allow remote management of user credential according to
strong password and industry requirements for the terminals Windows
administrator / Users.
SP Y F/N
SW MVS-EPS-ACS Z.4.0 The solution must have the ability to expire the password after a defined no
of reboots within the validity period of the password
SP Y F/N
SW MVS-APPL I.8.0 Application interface facilitating all Admin, Reconciliation and MIS functions SP Y F/N
Appendix-4b-Technical Bid-SW 9/9
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No.of RFP
Submitted
MGD CASH-MGMT AD1.1.0 Tracking delivery of cash SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD1.2.0 Tracking delivery of cash. Ability of MS tool to integrate with a generic tracking tool SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD1.3.0 Analysis of cash usage and cash forecasting SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD1.4.0 Management Reports SP
MGD CASH-MGMT AD1.4.1 - Comparing historical data SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD1.4.2 - Reporting of trends SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD1.4.3 - Cost optimization SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD2.1.0 ESR - Secure electronic interface between Management Centre, Bank and cash replenishment agencies SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD2.2.0 ESR - Standardized replenishment data & mechanism to ensure consistent/timely movement of data SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD2.3.0 ESR - Consolidate Settlement and Reconciliation reports across multiple service providers SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD2.4.0 ESR - Identify discrepancies, missed settlements and other performance issues SP Y F/C1/C2/C3/C4/N
MGD CASH-MGMT AD2.5.0 ESR - Consolidate vault reconciliation reports, settlement reports and bulk cash acknowledgements SP Y F/C1/C2/C3/C4/N
MGD OTC-MGMT AE1.0.0 Centralized Control from Management Centre SP Y F/C1/C2/C3/C4/N
MGD OTC-MGMT AE1.1.0 Centralized control capability to monitor & control exactly who may access a particular safe & when SP Y F/C1/C2/C3/C4/N
MGD OTC-MGMT AE1.2.0 Access control to ensure only authorized users gain time based access to safe. SP Y F/C1/C2/C3/C4/N
MGD OTC-MGMT AE1.3.0 Capability to take over One Time Combination (OTC) password generating process for CIT agency and
to take physical control of the ATM/CD/CDM/ Recyclers, when required.
SP Y F/N
OATS DIST-MGMT AF1.0.0 Software & screen distribution from a central source to facilitate individual configuration & screen
displays
SP Y F/N
OATS DIST-MGMT AF1.2.0 Scheduling download and installation at desired times SP Y F/N
OATS DIST-MGMT AF1.3.0 Scheduled and ad hoc/ immediate upload of eJournals SP Y F/N
OATS DIST-MGMT AF1.4.0 Monitoring Job status online SP Y F/N
MGD NTWK-MGMT AG1.4.0 Use reliable, dedicated IP connection with backup SP Y F/N
MGD NTWK-MGMT AG2.2.0 Notify appropriate agency for activating support SP Y F/N
MGD NTWK-MGMT AG2.3.0 Notify customer at detection, isolation and resolution SP Y F/N
MGD NTWK-MGMT AG2.4.0 Manage incident from detection to resolution SP Y F/N
MGD NTWK-MGMT AG3.1.0 Proactive/predictive analysis & recommendations SP Y F/N
MGD NTWK-MGMT AG3.2.0 Setting event thresholds based on customer availability needs SP Y F/N
MGD NTWK-MGMT AG3.3.0 Tuning performance by correlating events with performance metrics SP Y F/N
MGD NTWK-MGMT AG3.4.0 Order to identify bottlenecks that inhibit availability and performance SP Y F/N
OATS NTWK-MGMT AG4.2.0 Remotely implement software upgrades SP Y F/N
MGD NTWK-MGMT AG4.3.0 Maintain password ownership of configurable managed objects SP Y F/C1/C2/C3/C4/N
OATS NTWK-MGMT AG4.4.0 Implement logical changes to remotely configurable devices SP Y F/C1/C2/C3/C4/N
OATS NTWK-MGMT AG4.5.0 Report metrics including device class, location, IP address, circuit information SP Y F/C1/C2/C3/C4/N
MGD NTWK-MGMT AG5.2.0 Update customer help desk about estimated service restoration time SP Y F/N
MGD NTWK-MGMT AG5.3.0 Monthly report on fault, performance and configuration metrics SP Y F/N
MGD NTWK-MGMT AG5.4.0 Interpret metrics & make recommendations for improvement SP Y F/N
MGD NTWK-MGMT AG6.1.0 24 X 7 X 365 monitoring and resolution SP Y F/N
MGD NTWK-MGMT AG6.2.0 Unlimited incidents SP Y F/N
MGD NTWK-MGMT AG6.3.0 Toll free number with multiple lines for service requests (minimum 100 lines) SP Y F/N
MGD NTWK-MGMT AG7.1.0 Call to Bank within 3 minutes of fault occurrence. SP Y F/N
OATS NTWK-MGMT AG7.2.0 Remedial remote diagnostics typically performed within 3 minutes SP Y F/N
MGD DATA-SEC AH.1.0 IPSEC on circuits that connect the Bank to the vendor’s Management Centre SP Y F/N
MGD DATA-SEC AH.2.0 Secure Shell Security (SSH) between Bank’s ATM Switch & Incident Management System SP Y F/N
MGD DATA-SEC AH.3.0 Secure Socket Layer (SSL) between the Bank and secured web server. SP Y F/N
MGD DATA-SEC AH.4.0 Firewall - Fully integrated Internet security and IP networking on one purpose-built platform SP Y F/N
MGD DATA-SEC AH.5.0 Firewall - Access to network always available with VRRP and Firewall synchronization technology SP Y F/N
MGD DATA-SEC AH.6.0 Firewall - Networking OS integrated with third party applications designed for security solutions SP Y F/N
MGD DATA-SEC AH.7.0 Intrusion Detection System SP Y F/N
MGD DATA-SEC AH.8.0 Virus protection, detection and maintenance of virus definitions SP Y F/N
MGD DATA-SEC AH.9.0 Should have a Information Security Management System which is established using best practices
available in industry (e.g. ISO 27001) operational, continuously monitored and improved
SP Y F/N
MGD DATA-SEC AH.10.0 Logging should be done for user account management, privilege changes, user activity, configuration
changes etc.
SP Y F/N
MGD DATA-SEC AH.11.0 Adequate redundancy and back up – DR site to support uninterrupted services SP Y F/N
MGD HELP-DESK AI.2.0 Toll free telephone number with multiple lines (minimum 100) SP Y F/N
MGD HELP-DESK AI.3.0 Must be the single point of contact for Bank for help, checks on status of an ATM problem, Kiosk/kiosk
equipment problems, managing multiple parties to resolve problems
SP Y F/N
MGD HELP-DESK AI.4.0 Receive telephone call from external customer, identify the caller, log and create the incident ticket
and assign the incident priority
SP Y F/N
MGD HELP-DESK AI.5.0 Supplemental support for variations in business patterns SP Y F/N
MGD HELP-DESK AI.8.0 Proactive problem resolutions SP Y F/N
MGD HELP-DESK AI.9.0 Coordination/management of multi-vendor support SP Y F/N
MGD HELP-DESK AI.10.0 Round-the-clock remote support to all field engineers and customers in India SP Y F/N
MGD REQS AI.11.0 Services will be provided on 24x7x365 basis SP Y F/N
MGD FLM-REQS AJ.1.0 Keeping a written maintenance log at the site. The Bank shall use the same log for recording nature of
faults/failures observed, date and time of their occurrence and communication to vendors
SP Y F/N
AMC FLM-REQS AJ.2.0 Only qualified maintenance personnel familiar with the equipment shall perform all repairs and
maintenance services
SP Y F/N
MGD FLM-REQS AJ.3.0 Scheduled visits for checking site’s condition in respect of door, door handle, external glass, visual
merchandise, access lock, electrical fittings, earthing, AC, UPS and its batteries, electrically-lit signage,
painting & other civil requirements, etc. (The list is illustrative and not exhaustive).
SP Y F/N
MGD FLM-REQS AJ.4.0 Supply and replenish journal printer/receipt printer/ATM ribbons (Ribbons should be new, high tensile
strength material – 12.7 mm with 24’ length – should print approx 5 million characters)
SP Y F/N
MGD FLM-REQS AJ.5.0 Supply & replenish journal printer & receipt printer rolls customized as per Bank’s requirements. One
side of the roll will have to be pre-printed with text provided by the Bank & printing at the ATM will be
only on the blank side. Print matter may be changed as and when required.
SP Y F/N
MGD FLM-REQS AJ.6.0 Receipt Rolls – 80mm wide x 8” dia approx x 0.7” core dia produced on ATM grade thermal paper
Appleton Alpha 8. The density of sense mark should be uniform with 1.2 plus & tolerance level of
slitting should be +/- 0.012”
SP Y F/N
Appendix-4c-TechnicalBid-Servcs 1/2
Module Item Feature Id Features Owner Mandatory Validation
Criteria
Map
your
Module
Give Page
No.of RFP
Submitted
MGD FLM-REQS AJ.7.0 Journal Rolls (82.55 mm wide x 3.9” dia x 0.7” core dia) produced on ATM grade wood-free paper - APP
grade 60 gsm, should be dust free with high tensile strength
SP Y F/N
MGD FLM-REQS AJ.8.0 Should supply for all ATMs on Bank’s network without limitation on quantity SP Y F/N
MGD FLM-REQS AJ.9.0 Consumable management shall be independent of ATM make, model, type of network and vendor SP Y F/N
MGD FLM-REQS AJ.10.0 Consumables replenishment to be initiated proactively to ensure ATM does not go down for want of
these items
SP Y F/N
MGD FLM-REQS AJ.11.0 Clearing journal/receipt paper jams. Clearing of card jams. SP Y F/N
MGD FLM-REQS AJ.12.0 The vendor should arrange to get publicity materials, banners, posters etc. supplied by the Bank
displayed in the kiosks as per instructions besides replenishing leaflets, brochures etc.
SP Y F/N
MGD CASH-REPL AK.1.0 Should have own arrangements or with reputed cash-in-transit agencies SP Y F/N
MGD CASH-REPL AK.2.0 Cash-in-transit agencies should have operational experience in handling ATM cash replenishment SP Y F/N
MGD CASH-REPL AK.3.0 Should have vault, security guards and other necessary infrastructure SP Y F/N
MGD CASH-REPL AK.4.0 Should have insurance for activities undertaken. Should have 100 % insurance cover for the cash
retained in the vault as well as cash-in-transit
SP Y F/N
MGD CASH-REPL AK.5.0 There should be no cap to the number of cash runs performed per day / month SP Y F/N
MGD POWER AL.1.0 Input and Output Voltage of UPS should be checked SP Y F/N
MGD POWER AL.2.0 Input and Output Current of UPS should be checked SP Y F/N
MGD POWER AL.3.0 Input frequency of UPS should be checked SP Y F/N
MGD POWER AL.4.0 Battery Life of UPS should be checked SP Y F/N
MGD POWER AL.5.0 Battery Voltage of UPS should be checked SP Y F/N
MGD POWER AL.6.0 Internal Temperature of UPS should be checked SP Y F/N
Appendix-4c-TechnicalBid-Servcs 2/2
Bidder Details Appendix - 5
1 Name
2Date of Incorporation and / or
commencement of business
5 Company website URLParticulars of the Authorized Signatory of the
Bidder
a. Name
b. Designation
c. Address
d. Phone Number (Landline)
e. Mobile Number
f. Fax Number
g. Email Address
Signature and
Seal of
Company
6
3 Certificate of incorporation
4Brief description of the Bidder including
details of its main line of business
Appendix-5 Bidder Details 1/1
Appendix 6
Scope of Work
To be read with Technical Specifications as per Appendix 4 + (n)
Table of Contents
PART I : Procurement of Endpoints & Support Services : ................................................................... 3
1. Procurement of Endpoints (Cash Dispensers) : ........................................................................... 3
1.1. Supply, integration, testing, installation, commission and maintenance of endpoints (Front
Access Dispensers) : .............................................................................................................................. 3
1.2. Warranty and Annual Maintenance Contract and its support services : ................................. 6
1.2.1. Warranty and Annual Maintenance Contract by Endpoint Provider: ..................................... 6
1.2.1.1. Testing of endpoint at LAB : ............................................................................................. 7
1.2.1.2. Pre-Implementation- Integration, Testing and Pilot at Endpoints with all required
functionalities: ....................................................................................................................................... 7
1.2.1.3. Implementation and Post Implementation Support:............................................................ 9
1.3. Site Installation / Modification Services : .............................................................................. 16
2. Annual Technical Support by Solution Provider: ....................................................................... 21
2.1.1. Pre-Implementation- Integration, Testing and Pilot run at Endpoints with all required
functionalities. ...................................................................................................................................... 22
2.1.2. Implementation and Post Implementation Support : ............................................................. 23
3. Managed Support Services: ........................................................................................................ 27
3.1. Replenishment of Consumables: ............................................................................................ 33
3.2. Housekeeping for endpoint and immediate surrounding: ...................................................... 33
3.3. Maintenance and Management of peripherals / allied equipment(s): ................................... 34
3.4. Management Center Activities: ............................................................................................. 35
3.4.1. Central Helpdesk at Management Center: ............................................................................ 35
3.4.2. Monitoring and ensuring improved uptime/availability: ....................................................... 38
3.4.3. Cash Management Services: .................................................................................................. 39
3.5. Cash Replenishment / Cash Evacuation Services: ................................................................. 44
4. Existing makes and models as well future endpoints to be procured: ........................................ 71
4.1. Pre-Implementation support for Integration, Testing and pilot as per Appendix-6 Scope of
work Para-11. Project Plan, delivery and Schedule – Table : II with all required functionalities with
solutions: .............................................................................................................................................. 71
4.2. Implementation Support: ....................................................................................................... 71
4.3. Post Implementation ATS Support:........................................................................................ 72
4.4. Managed Services: ................................................................................................................ 72
PART II : Multi-Vendor Software Solution (MVS), Endpoint Protection Solutions (EPS) and Online
Monitoring Solution (OMS): ................................................................................................................ 73
5. Requirements: MVS, EPS, OMS : ............................................................................................... 73
5.1. General Requirements: .......................................................................................................... 73
5.2. Solutions/software requirements: .......................................................................................... 74
5.3. Technical Requirements: ....................................................................................................... 76
5.4. Security Feature Requirements: ............................................................................................ 76
5.5. Integration, Migration Requirements with existing systems: ................................................. 76
5.6. Audit Trial Requirement: ....................................................................................................... 77
5.7. Performance Requirement: .................................................................................................... 77
5.8. Business Continuity Requirement: ......................................................................................... 77
5.9. Scalability Requirements/Milestones: .................................................................................... 77
5.10. Limited Trial / Pilot Requirements: ....................................................................................... 78
5.11. Robustness: ............................................................................................................................ 78
5.12. Regulatory and Compliance Requirements: .......................................................................... 78
5.13. IT Controls : .......................................................................................................................... 80
5.14. Business Functionalities: ....................................................................................................... 80
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5.15. Training: ................................................................................................................................ 81
5.16. Supports makes and models: ................................................................................................. 82
5.17. Support during Warranty and Annual Maintenance Contract: ............................................. 83
6. Multi Vendor Software Solution (s): ........................................................................................... 84
7. Endpoint Protection Solution (s): ............................................................................................... 84
7.1. Asset Management Solution: ................................................................................................. 85
7.2. Centralised Access and User Management Solution : ........................................................... 85
7.3. Operating System Security: ................................................................................................... 85
7.4. Deployment of operating system and its patches : ................................................................. 85
7.5. Centralised Management for monitoring: ............................................................................. 86
7.6. Log Management : ................................................................................................................. 86
7.7. Security assessment of ATM endpoints : ................................................................................ 86
7.8. PCI-DSS Compliance : .......................................................................................................... 86
7.9. Secure disposal of the data : .................................................................................................. 86
7.10. Security during Servicing and Maintenance :....................................................................... 86
7.11. Network Control: ................................................................................................................... 87
8. Online Monitoring Solution(s): .................................................................................................. 87
9. Onsite Advanced Technical Support (OATS): ............................................................................ 98
9.1. Project Leader : ..................................................................................................................... 99
9.2. Database Administration and Management: ....................................................................... 100
9.3. Design, Testing, Development and Software Management: ................................................ 101
9.4. eJ Management : ................................................................................................................. 102
9.5. Infra, Hardware and Network Management : ..................................................................... 103
9.6. Production Control, Monitoring and Management: ............................................................ 104
9.7. Support for Endpoints: ........................................................................................................ 107
9.8. Requirements relating to Onsite Advance Technical resources/staff: ................................. 107
10. Hardware, Software and other component requirements: ....................................................... 111
11. Project Plan, delivery and Schedule: ....................................................................................... 119
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All the procurements under this RFP will be for the period of seven years which can be extended upto 10 years, solely at the discretion of the Bank.
PART I : Procurement of Endpoints & Support Services : 1. Procurement of Endpoints (Cash Dispensers) :
1.1. Supply, integration, testing, installation, commission and maintenance of endpoints (Front Access Dispensers) :
1.1.1. The Bank is looking for Bidders who can supply, integrate, test, install commission and maintain Endpoints on turnkey basis. Bidders should note that Endpoints will be deployed across the length and breadth of the country as per requirements of business and the bidder will have to guarantee that support will be available for the endpoints across the country for a minimum period of 7 years, which can be extended upto 10 years at the discretion of the Bank.
1.1.2. Bidders should offer model of endpoints with the Operating System
Windows 10 and CEN XFS 3.0 or higher compliant layer, that is state of the art machines capable of running Multi-Vendor Software and endpoint protection solution and which will have to be supported for a minimum period of 7 years after installation / operationalization, extendable upto a period of 10 years at the discretion of the Bank. The Bank wants advanced, multifunctional, energy-efficient system. In case, endpoint with Windows 10 is not ready, bidder can submit the bid for model compatible with Window 7 (with a license of Windows 10) subject to condition that endpoint supplied/installed should be upgraded with Windows 10 before 30th June, 201931st December, 2018 without any additional cost to the Bank. L2 bidder shall be considered for supply of only endpoints with Window 7 (with a license of Windows 10) subject to condition that endpoint supplied/installed should be upgraded with Windows 10 before 30th June, 201931st December, 2018 and bears all the related incidental cost including one time cost discovered under RFP for testing and pilot at two locations on Windows 10. If during the period of warranty, a particular endpoint is frequently becoming out of order for technical reasons for more than three times in a month and for two consecutive months, the Bank may ask the bidder to replace the endpoint with another new endpoint at no extra cost to the Bank. The selected bidder should update /supply/ install necessary changes in Endpoints, if any, due to regulatory compliance, the same should be available at no additional cost to the Bank irrespective whether it being minor or major modifications.
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1.1.3. The endpoints should have capability / features for remote
monitoring of their all-round health / status. Electronic journals must be pulled to a central site. Along with Endpoints, accessories and Digital Video Surveillance System, various sensors alarm system etc., will also have to be supplied, integrated, tested, installed and maintained, wherever required by the Bank.
1.1.4. All endpoints should be enabled for the visually challenged so that
the Endpoint must be suitable for the visually challenged persons. All endpoints must also be suitable for wheel chair based operations by physically challenged persons.
1.1.5. The present procurement is intended for replacement of existing
endpoints with unsupported OS Windows XP. The old endpoint must be removed by the vendor and disposed-off in a proper manner with a view to protecting the environment, reducing pollution by toxic gases / greenhouse emissions and other non-biodegradable substances caused by e-waste disposal, an undertaking to be submitted by bidder for lifting and disposal of existing endpoint as per e-waste policy of the Bank / Government. Bank shall not pay any decommissioning / degrouting cost, lifting and shifting cost of existing endpoint from the endpoint location in respect of endpoint under this RFP. As the deployment of Endpoints will be all over the country, the applicant will necessarily have to undertake installations at all locations. Endpoint Provider must ensure that Cassettes of the Endpoint being replaced, are handed over to the Branch Manager / his representative.
1.1.6. Endpoint Provider must ensure that the Hard Disk Drive of the Endpoint being replaced, is handed over to the Branch Manager / his representative and this should be recorded in the Installation Report to be signed by the Endpoint Provider and the Bank. The Endpoint Provider should also give an undertaking that the integrity of the data on the Hard Disk will not be compromised and put to any misuse, causing financial / reputational loss to the Bank.
1.1.7. The selected bidders will have to provide the endpoints as per the
technical specifications mentioned elsewhere in this RFP.
1.1.8. Deviations from technical specifications, if any, may be clearly indicated. Though the Bank has laid down the minimum configuration of both hardware and software of Endpoint to meet present requirements, the Endpoint should be upgradable to support any statutory/ regulatory compliance requirements, the same should be available at no additional cost to the Bank irrespective whether it being minor or major modifications and / or change of configuration etc.
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1.1.9. Modification of the software pertaining to Endpoint for enhancing the functionality will be done by the bidder at mutually agreed cost. However, no cost will be payable for minor modifications, change of configuration, etc.
1.1.10. Bank proposes to procure fully functional Endpoints in terms
of both the hardware and software for the entire life of the machines i.e. minimum 7 years. Responsibility for and the costs involved in, ensuring that the Endpoints run on legal and supported hardware and software, including Operating Systems, rests with the bidder, for the entire life of the machines. All operating system upgrades / proprietary software upgrades / patches/ licenses will be provided free of cost and installed in all the Endpoints at no extra cost to the Bank during the period of the Contract/Agreement. OS Hardening should be done for the Endpoints. The bidder is responsible for ensuring that system does not get affected by virus/ malware. Endpoints should be configured as per the Bank’s Secured Configuration Document (SCD) from time to time. Latest Secured Configuration Documents shall be shared with selected Bidder.
1.1.11. The bidders shall indicate the upgrade options available for
various models of Endpoints. Machine should be capable of central upload/ download.
1.1.12. The Endpoints need to be energy efficient. The Endpoints to
be supplied have to be fully functional in extreme weather conditions (Temperature: Minus (-)5 to plus(+) 50 degree Celsius (Without air conditioner), Humidity: 5% to 95% (Without air conditioner), dust, etc.) within the country.
1.1.13. A complete write up on security features of the Endpoints
must be provided with the relative technical bid.
1.1.14. The system should be enabled for eJ pulling and all software required for eJ pulling must be factory loaded or loaded at no extra cost at the time of installation of the Endpoint or as and when required. The vendor will be responsible for loading the Bank approved software agent. The vendor must coordinate with the Managed Services vendor so that eJ pulling is enabled on the day of making the Endpoint operational.
1.1.15. No charges shall be payable by the Bank for installation any
software / agent / patches / upgrade whatsoever at all endpoints normally during the calendar quarterly preventive maintenance visits or any time in case of Bank’s urgent requirement.
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1.1.16. Preventive maintenance of Endpoint should be done at least once in three months. Such visits could also be covered in visits for trouble shooting provided preventive maintenance is also done.
1.1.17. The vendor will ensure that at the time of delivery of
Endpoints they are not affected by virus/ malware and will ensure that the vendor’s employees attending to the Endpoints during warranty period/ AMC period do not introduce virus/ malware and in the case of any dispute Bank’s decision will be final.
1.1.18. The Bank may test the Endpoints at no cost to the Bank
before placing the order. Bank reserves the right to conduct Pre-Delivery Audit (PDA) of the Endpoints before dispatch from the warehouse of the selected bidder at Bank’s own cost.
1.1.19. Grouting of endpoints: Selected bidder will have to
necessarily install endpoint with good quality grouting of Endpoints, as under:
“Moving / tilting of endpoint for removing existing leveling screws. Drilling 8”-10” holes in the existing flooring using concrete drill bits. Hammering metal sleeves in these holes. Repositioning the endpoints over the existing markings. Putting in Anchor fasteners - min. 6” long anchor fasteners, preferably of Fischer make. Applying resin adhesive (Araldite) over the finished bolt positions for improved bonding & Repairing broke tiles, if any”.
1.1.20. Endpoint provider should provide all the Firmware/Software updates as and when they are released. Along with Firmware/Software updates, the procedure & utilities for firmware updates should be shared with the Bank and Solution Provider. Endpoint provider will demonstrate this activity of firmware/software update to the representative of Service Provider at the Endpoint supplied to Bank for UAT environment. A complete procedure of firmware/software rollback should be provided upfront so that firmware/software can be rolled back to previous version in case of any issue while doing firmware/software upgrade.
1.2. Warranty and Annual Maintenance Contract and its support services :
1.2.1. Warranty and Annual Maintenance Contract by Endpoint Provider:
The endpoints supplied under the RFP will be subject to the comprehensive Warranty one year and Annual Maintenance Contract (AMC) for six years (which is extendable at the discretion of the Bank for another period of 3 years). Further, following support services are also included under warranty
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and AMC, irrespective of no. of visits at the site/endpoint, without any additional cost to the Bank:
1.2.1.1. Testing of endpoint at LAB :
Selected bidder(s) will have to make available at Bank’s ATM Lab during the term of the contract :
(a) one endpoint to be supplied under this RFP without any cost
to the Bank and (b) the Services of an experienced and qualified resident
engineer with full knowledge of technical aspects of endpoints (eg. Any functionalities, security testing, software testing, integration testing, interface testing, support UAT etc) required by the Bank during the general shift on all days except Sunday. In exceptional circumstances, services should be available for extended working hours to meet the high priority time bound requirements without any additional cost.
1.2.1.2. Pre-Implementation- Integration, Testing and Pilot at
Endpoints with all required functionalities:
1.2.1.2.1. To provide end to end support for Solutions integration, testing at the endpoints provided, under the testing environment and successful pilot at Endpoints under the production environment.
1.2.1.2.2. To share with Solution Provider Single Point Contact
along with Escalation matrix for Solutions Support.
1.2.1.2.3. To share the make-model-variants with Solution Provider.
1.2.1.2.4. To share the following details and any other details
required in connection with Endpoints supplied to the Bank, with Solution Provider and to the Bank in connection with testing of all the functionalities, proper error codes, health status messages, device status messages etc at the Endpoint eg :
1.2.1.2.4.1. Support for Operating System
1.2.1.2.4.1.1. Windows 7 or 10, patches, service packs etc 1.2.1.2.4.1.2. Changes in Operating System configuration (eg
environment variable, parameter changes, enabling / disabling services etc)
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1.2.1.2.4.1.3. End-user License Agreement(EULA) 1.2.1.2.4.1.4. Any other relevant information including Best
Practices
1.2.1.2.4.2. CEN XFS Layer : 1.2.1.2.4.2.1. XFS software compliant with CEN XFS 3.0 or
higher specifications. 1.2.1.2.4.2.2. End-user license Agreement (EULA) 1.2.1.2.4.2.3. CEN XFS Layer CD to be provided. 1.2.1.2.4.2.4. Any other relevant information including Best
Practices
1.2.1.2.4.3. Hardware / software (both CEN XFS Compliant and Non-CEN XFS compliant)
1.2.1.2.4.3.1. Technical Specifications, 1.2.1.2.4.3.2. Documentations, 1.2.1.2.4.3.3. Drivers, 1.2.1.2.4.3.4. Terminal Diagnostic Tools/Utilities 1.2.1.2.4.3.5. Configuration / Parameter details, 1.2.1.2.4.3.6. Components, 1.2.1.2.4.3.7. Services 1.2.1.2.4.3.8. Patches, updates and upgrades 1.2.1.2.4.3.9. EMVCo/PCI certificates 1.2.1.2.4.3.10. Any other relevant information 1.2.1.2.4.3.11. Functional test cases (Positive and
negative) 1.2.1.2.4.3.12. Error codes, Health Status Messages,
Device status messages. 1.2.1.2.4.3.13. Provide complete details of XFS Devices
(Illustrative List of XFS Devices are given as under) :
1) Printer and Scanners
2) Card Readers (incl. EMV Contact/Contactless)
3) Cash Dispensers
4) Personal Identification Number Keypads (PIN
pads)
5) Check Readers and Scanners
6) Depository Units
7) Screen Displays (including Touch Screens)
8) Vandal Shields
9) Text Terminal Units
10) Sensors and Indicators Units
11) Vendor Dependent Mode
12) Cameras
13) Card Embossing Units
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14) Alarms & Sensors
15) Cash-In Modules
16) Card Dispensers
17) Barcode Readers
18) Biometric Readers
19) Item Processing Modules
1.2.1.2.4.4. Full support for CEN XFS layer required in connection with integration with Solutions
1.2.1.2.4.5. Support the Solution Provider with respect to
any clarifications and resolution sought regarding the platform behaviour or compliance to the CEN XFS Specifications.
1.2.1.2.4.6. Fixing of bugs / issues raised during the pre-
implementation and pilot phase.
1.2.1.2.4.7. To conduct functionality tests to avoid any operational level issues.
1.2.1.2.4.8. Maintaining ATM-Wise version control of
Solutions with granularity.
1.2.1.2.4.9. Pilot Implementation at Endpoints of respective models/processors and its variants at live sites identified by the Bank.
1.2.1.2.4.10. To provide sign off post completion of
functionality tests with Solution Provider.
1.2.1.2.4.11. To share all statutory or RBI compliance and security features as may be applicable on Effective Date incorporated in Endpoint-OEMs native software along with required technical details/drivers/components and test the same with the Solutions.
1.2.1.3. Implementation and Post Implementation Support:
1.2.1.3.1. Endpoint Provider shall provide repair, spares replacements and maintenance service (response and resolution), on oral/ telephonic/ email/ SMS / Mobile Application or any other mode of communication by the Bank or through its own service personnel or any service
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provider or any monitoring system through its own expert service resource wherever the endpoints are installed. The service shall be made available by Endpoint Provider as under:
Category Resolution Time/ TAT VIP endpoints 2 Hours : Irrespective of the population
group/ category
Regular endpoints i. 4 Hours : At Metro, Urban and Semi-
urban locations
ii. 6 Hours : At Rural locations
The Bank will have sole discretion to permit the grace travel time depending on the circumstances.
Endpoint Provider should ensure dispatch of qualified personnel to the endpoint site with a view to resolve the incident attributed to Endpoint Provider and operationalise the endpoint within the abovementioned response and resolution timelines under the following illustrative circumstances:
1.2.1.3.1.1. Remedial Hardware Maintenance, shall cover
free supply and replacement of spares, components, devices as well as labour required to repair a malfunctioning of endpoint caused due to any reason (including but not limited to flood, earthquake, natural calamities and vandalism cases, man handling, short circuit, fire, damage, voltage fluctuation, electrical malfunctioning, destruction, theft, burglary, sacking etc) and restore it to good operating condition without any additional cost to the Bank. Vendor may obtain suitable insurance to cover their liabilities under this clause. However, the Vendor shall not link claim of insurance to the provisioning of services under this clause, to operationalize the endpoint. Remedial hardware maintenance includes software support (and software reload) only to the extent required to repair failed or malfunctioning hardware and / or CEN XFS layer. Further, it covers, inter-alia, free provision of spares, parts, kits, software, including CEN XFS, devices, drivers, as and when necessary to ensure that endpoint function in a trouble-free manner. Vendor shall correct any faults and failures caused due to any reason, in the equipment and shall repair and replace worn out defective parts of the endpoint as and when requested by the Bank. Unserviceable spares, components,
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devices of the endpoint caused due to any reason should be replaced free of cost by endpoint provider within the aforesaid response/resolution time (if it affects/impacts the operation of the endpoint) and within two working days (if it does not impact the operation of Endpoint).
1.2.1.3.1.2. Should fully support to resolve any issue/bug
related to software/hardware/components/services/ parameters /configuration/ OS/XFS layer/devices/drivers/ terminal diagnostic tools/utilities /patches provided by Endpoints provider for smooth running of Solutions.
1.2.1.3.1.3. Resolution of issue related to
Software/Hardware provided by the Endpoints provider for smooth running of Solutions.
1.2.1.3.1.4. Endpoint Provider shall quickly lodge the case
( alongwith necessary logs/snapshots of OS/Device/XFS errors etc)the case of malfunctioning /improper working of the endpoint other than reasons attributed to the Endpoint Provider at the Banks’ Online Monitoring System or through the Managed Service Center Setup for the purpose.
1.2.1.3.1.5. Replace the endpoint parts on an exchange
basis. Installed parts may be new or reconditioned by a Vendor certified CD parts rework facility.
1.2.1.3.1.6. Any Certificate loading on the endpoint. 1.2.1.3.1.7. Replacement of Lock/S&G lock, hood keys,
purge bin, currency cassettes and other plastic parts in the endpoint, Safe doors, endpoint safe, print heads, levers – which are used by Bank’s custodians to release the cassettes, pull the journal roll or receipt roll, etc
1.2.1.3.1.8. Service like DNS setting, IP address changes, changing currency cassettes configuration, cassettes calibration, changing combination lock setting or any other activities which cannot be performed by Centralised solutions as and when requested by Bank
1.2.1.3.2. Should ensure that any software/patches/any change
in Hardware introduced by them throughout the contract period, will be tested in coordination with Solution Provider and approved by the Bank, before it is deployed into production by the Solution Provider.
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1.2.1.3.3. Should extend full coopertion to Solution Provider to isolate the issue whether it is Solutions or hardware and work in close coordination with Solution Provider to make the Endpoint up and running.
1.2.1.3.4. To provide the complete details with escalation matrix for reporting issues along with URL where the call is required to be logged. Vendor shall extend all support required by the Bank to integrate with Banks’ Online Monitoring Solution (OMS) and Mobile Apps.
1.2.1.3.5. To provide complete details of endpoint-wise engineers’ coordinates to the solution provider’s Managed Service Centre to enable Managed Service Centre to provide the access to endpoint on case to case basis.
1.2.1.3.6. Root cause analysis for disputed / fraudulent transaction, coordinate with solution provider and submit the report to the Bank.
1.2.1.3.7. If Endpoints provider believes that there is a deficiency in the Solutions that materially impacts the loading, configuration or operation of the Solutions for the Bank, Service Providers to follow the escalation matrix, its process, Service Request format, problem severity, service level definition, means of communication etc. (to be finalised at the time of execution of agreement). Endpoints provider’s personnel are authorised to produce trace logs in the manner required by Solution Provider, copy trace log files onto the media and to dispatch expeditiously through fastest means of communications to Solution Provider for analysis and its solution. The trace log files from the application Solutions are and shall remain the property of Solutions but are subject to rights of the Bank. Endpoints provider or any of his representative will not disclose trace log files from the application Solutions to anyone other than the Bank and Solution Provider. It is further understood that non-Solutions event logs, such as general event log files in Windows, are not Solution Provider confidential information or restricted in any manner. Endpoints provider are authorised to produce documentation that shows how to configure, install and operate the Solutions that includes reproductions of graphical outputs from the Endpoints produced by the Solutions, and to reproduce and distribute such documentation to Endpoints Provider’s representatives who perform services to the Bank
1.2.1.3.8. Endpoints provider to share their respective product(HW/SW) roadmaps including software releases/updates to the Bank on a regular basis.
1.2.1.3.9. Immediate support and work closely with solution provider eg : Bug fix, customisaion, modification, enhancement related to regulatory or causing the financial
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loss to the Bank or affecting the Bank’s reputation or the Bank terms it as critical, for its quick release
1.2.1.3.10. Extend support for all changes related to calendar quarter are fully tested with the Solution provider and ready for release by end of the calendar quarter and pilot at two endpoints.
1.2.1.3.11. Preventive Maintenance shall be provided to ensure that endpoint is maintained in good operating condition as per Equipment Specifications and includes the provision of labour, service parts as deemed necessary by Vendor and travelling time at no extra cost to Bank.
1.2.1.3.12. Endpoint Provider shall conduct preventive maintenance (including but not limited to inspection, testing, satisfactory execution of all diagnostics, cleaning and removal of dust and dirt from the interior and exterior of the endpoints and necessary repairing of the endpoints) at such intervals (minimum once in a calendar quarter) as may be necessary from time to time to ensure that the endpoint is in efficient running condition to ensure trouble free functioning. Vendor should submit to a Bank report as per requirement given in Online Portal or alternatively confirmed through the Web Portal or through Mobile App provided by the Bank. Preventive maintenance needs to be scheduled at a time convenient to the Vendor and Bank or may be performed during the remedial maintenance. The selected bidder is required to share the quarterly schedule of Preventive Maintenance (endpoint ID-wise) with ATM Operations team under Channel Management and Customer Service Department at LHO at least 15 days in advance. The following Preventive Maintenance Check-list is required to be submitted duly signed and completed.
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PREVENTIVE MAINTENANCE : ATM ID :
Sl Check List Done
1 Verify the device logs and tallies to know the module performance
2 Check CD Input Voltage i.e. Phase Vs Neutral VsEarthing
3 Verify all fans are operating correctly and are not noisy
4 Ensure shutter assemblies and guides are fully tightened on to the fascia
5 Using a vacuum cleaner, vacuum all internal surfaces including all modules
6 Clean the vacuum filter, Replace if necessary
7 Clean the LVDT sensor wheels with cotton buds and alcohol
8 Check and replace the stacker wheels and gears if found damaged
9 Replace all the gears and bearing using DPM kit
10 Replace all suction cups and check and replace Pick line if found broken
11 Ensure pick and presenter modules are aligned correctly (D wheel, Pick-Pick & Pick - Presenter)
12 Ensure pick frame and cassette latches operate correctly and lock cassette into position
13 Check purge bin micro switch, latch & shutter operates correctly
14 Ensure presenter mouth is aligned to the safe door
15 MCRW transport rollers should be cleaned with wet cloth
16 Clean the card reader transport and head using the pre-soaked cleaning card
17 Clean and align MCRW pre head sensor, Replace if required
18 Check and adjust the shutter mechanism and align with fascia
19 Check and clean all sensors in depository including anti-fishing sensor
20 Clean the print head flex cable contacts and check the print head holder for proper operation
21 Check the auxiliary transport drive gear meshes properly with the main transport drive gear
22 Clean and lubricate JP print head carrier and replace ribbon drive spring, if required
23 Clean and lubricate JP Reel guide for smooth operation, if required replace
24 Clean thermal print head and transport belts with wet cloth
25 Clean EPP, Touch screen & FDK's with cloth dipped in IPA
26 Ensure Mechanical lock dialer and reference plate are fixed and working properly
27 Clean camera lens and mirror, Check USB cable are intact at both ends
28 Check cabinet lock and door hinges, replace if required
29 GBNA/GBRU Preventive maintenance as per Service manual
30 Check and ensure that Cash retraction is disabled
31 Grouting done or not done
32 LAN Cables connection checked
33 Air Conditioner in working condition
34 Power Supply cleaned using brush or vacuum.
35 Check Currency Cassette Pressure
36 Cross Check the Cash Dispenser completely packed to avoid rodent entry
37 Check and remove foreign material like paper roll, ribbon and unwanted paper
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Date : Signature of Engineer.
1.2.1.3.13. The scope of Services for Digital VSS covers the
following: 1.2.1.3.13.1. At the time of preventive maintenance services,
check if image is captured correctly; 1.2.1.3.13.2. using VENDOR VSS menu under supervisor
mode to check that images captured are getting stored in the hard disk drive of endpoints;
1.2.1.3.13.3. checking camera status, image capturing and data storage at every preventive maintenance of endpoints;
1.2.1.3.13.4. Digital VSS hardware and software maintenance – In the event of failure, take appropriate actions to rectify the same:
1.2.1.3.13.4.1. Change of cable if bad 1.2.1.3.13.4.2. Change of camera if bad 1.2.1.3.13.4.3. Change of HDD if bad 1.2.1.3.13.4.4. Reload s/w in case of s/w crash or
change of HDD
bits
38 Latest Software loaded. Mention the software version in the PM report
39 Check for proper operationalisation of combination lock
POST PM Check List
1 Card reader and receipt printer mouth aligned with fascia slot
2 Align monitor display and calibrate touch screen
3 Check dispenser shutter test in loop and ensure proper operation
4 Do stack and clear test with 40 bills for multiple times, Ensure dispenser work properly
5 Run print alignment test for both printer and ensure for good quality print
6 Check camera / DVSS for good quality images with transaction details imposed
7 Ensure EJ setting and cash retraction patch work properly / EJ software is working properly
8 Check card reader for track read and speed test, replace the module if required
9 Clear tallies at end of the PM
10 DVSS is working properly
11 Environmental condition of CD Good /Bad
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1.2.1.3.14. With submission of AMC bill for payment, a copy of DVSS image along with others required documents is must as a proof of doing the preventive maintenance of DVSS.
1.2.1.4. Any other Bank’s preventable calls. 1.2.1.5. The cost of combination lock if required to be replaced during
the contract period shall be borne by Endpoint Provider. Such defective lock shall be broken open by Endpoint Provider at their cost.
1.3. Site Installation / Modification Services :
1.3.1. Scope of Services :.
Bank may require Site Implementation/Modification Services, partly or wholly, at most of the sites where CDs are to be installed. There may also be instances where old sites have to be refurbished and where CDs have to be relocated involving some amount of site work. Vendor understood that as the deployment of CDs shall be all over the country, Vendor undertake the work at all locations. Vendor shall have own personnel to coordinate SIS activities. Site modification means civil & electrical work for installing CDs such that they are flushed into the wall/false wall and all the electrical power points, LAN cables, UPS Batteries, Modems are kept concealed behind the false-wall to create a back room. If other endpoints are also present, same modification to be done for all. Therefore, the entire site layout has to be modified in such cases where multiple endpoints are present. Lighting arrangement should be in front of the user i.e behind the camera so that user's face is visible clearly in the CCTV footage. This document details Vendor’s Site Installation/Modification Services (“SIS”) for CD at various locations in India. This service shall include End to End Project management for site preparation activities as follows:
i. Performing site visits as per the sites identified by Bank.
ii. Submission of cost estimate for any modification at the existing
sites to concerned Branch(es) or AGM ATM (Operations).
iii. Vendor shall submit cost estimate for site installation services
(based on specifications and rates approved by Bank’s Corporate
Centre) to the Bank’s LHOs. The estimate submitted by Vendor
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shall be countersigned by the Bank’s LHOs. Bank acknowledges
that the estimates are on a best effort basis and the final invoice
shall be on actual quantity/measurements.
iv. Once Bank approves the estimation and provides a clear site to
Vendor, Vendor shall take over the site to start necessary site
preparation activities.
v. Complete management of subcontractors to supply services in
readiness for the CD installation.
vi. Liaison with Bank in relation to the schedule and escalation
vii. Stage-wise monitoring; Quality audit by Vendor’s Civil engineer/
Architect.
viii. Provide the quality certificate for the work done.
ix. Single point of contact with proactive escalation
1.3.2. Site Related Services :..
1.3.2.1. Bank through its LHOs shall provide its monthly rollout plan to the Vendor.
1.3.2.2. Based on the site visit as stated in 2.1 above, an estimate shall be prepared by the Vendor and submitted to the concerned representative / officer of Bank’s LHO within 5 days of the receipt of list of tentative sites failing which Bank shall be entitled to charge penalty @ Rs.200/- per day for each day of delay beyond 5 days.
1.3.2.3. For the Sites, Vendor shall submit the site drawing and cost estimates to concerned Branch(s) or AGM ATM (Operations) at LHO of Bank for their confirmation. The cost estimates shall be based on the rates as agreed in Appendix – 7-4-SIS.
1.3.2.4. Based on such confirmation Bank’s LHO shall issue site orders to Vendor for commencing the site preparation work.
1.3.2.5. Start Date Site preparation services for each site shall begin from (i) the next day of the receipt of site order from Bank or (ii) the date of handover of Clear Site whichever is later. If the site order from Bank is received on a Fridays which falls before 2nd& 4th Saturdays and on a 1st, 3rd& 5th Saturday after 2 p.m. or Sunday, then the Start Date for such order shall be succeeding Monday.
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1.3.2.6. End Date
The SIS and CD installation should be completed within 30 days for metro and urban areas and 40 days for other areas from the date of handing over of clear site by the bank (complete room with power connection will be made available to the bidder) or placement of the order, whichever is later. Penalty @ Rs.1000/- per day will be levied thereafter. End date for all sites shall be 15 (fifteen) days from start date.
1.3.3. Personnel :
1.3.3.1. Vendor Resources - Vendor shall normally, at its sole discretion, determine the number of personnel and the appropriate skill sets, necessary to complete Site Modification. Vendor has identified the following initial resource levels for this modification, which may be subject to change: Vendor Project Manager - Vendor shall appoint a Project Manager (s) who shall be responsible for overall management of Vendor’s (and Vendor’s contractors, if any) obligations for site modification service. The Project Manager (s) Shall work with Bank to clearly define and document the requirements of Bank and on an ongoing basis shall perform implementation project reviews.
1.3.3.2. At Bank’s ATM Department at Corporate Office, Asst. General Manager (ATM-I & S), and at Bank’s LHOs, Asst. General Manager (AGM) ATM Operations shall be points of contact on behalf of BANK who shall be regularly available with Vendor team responsible for delivery on matters pertaining to site implementation services. The AGM (ATM-I&S) of Bank shall procure, manage and direct BANK’s resources as defined in this Addendum.
1.3.4. Vendor’s Responsibilities :
1.3.4.1. Vendor shall conduct implementation updates and regular project reviews with Bank.
1.3.4.2. Vendor shall allocate appropriate resources, and use all reasonable efforts to avoid delay in the schedule.
1.3.4.3. Vendor shall provide a final invoice along with the bill of material and site completion report upon completion of site.
1.3.4.4. Vendor shall not be liable for any loss of material and equipments belonging to Bank or any of its Vendors kept at the CD site.
1.3.4.5. Vendor shall update Bank’s Project Manager, through email / written communication, about the incidences related to site held up for reasons not attributable to Vendor such as non availability
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of site power / landlord permissions / permissions from statutory authorities etc.
1.3.4.6. Vendor shall ensure that power points and connectivity points are not accessible to the public.
1.3.5. Bank’s responsibilities :
1.3.5.1. Bank shall provide, in a timely manner, tentative list of CD
sites for installation. 1.3.5.2. Bank shall provide to Vendor personnel and Vendor’s sub-
contractors with reasonable access, working space and facilities, including heat, light, ventilation, free electric current outlets, clean water supply and telephone facility.
1.3.5.3. Bank shall provide twenty four [24] hour access to sites to allow Vendor to perform the site modification service.
1.3.5.4. Bank shall co-operate with Vendor and its contractors/sub-contractors /agents and third party Vendors to avoid delay in the schedule.
1.3.5.5. Prompt resolution by Bank on the escalation by Vendor of the complaints related to the delays in the completion of the work (including the escalations raised by Vendor under section 4.5 by the agencies directly appointed by Bank to facilitate execution of the work by Vendor or their sub-contractors
1.3.5.6. Bank shall undertake all structural and RCC works, water proofing, anti termite / pest control treatments, all approvals and permissions and liaison work incidental to site modification service.
1.3.5.7. If for reasons not attributable to the Vendor, the site implementation services needs to be suspended and if such suspension continues for a period of 10 days, then Bank agrees to pay Vendor immediately for the work completed till such suspension and such suspension shall not attract any penalty.
1.3.6. Site Completion and Handover :
Upon completion of the site preparation services, Vendor shall submit a site completion report given below , to the concerned branch of Bank. The said branch office of Bank shall acknowledge the receipt of the site completion report evidencing the completion of site implementation service.
1.3.7. Defect Liability :
1.3.7.1. There shall be a twelve (12) month defect liability period from the date of site handover to Bank. Vendor shall remedy defects attributable due to Vendor’s fault of workmanship in site preparation service at no charge to Bank. Such defects shall be
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remedied within the mutually agreed reasonable period. The defect liability shall be restricted to rectification or repair of the work executed by Vendor under this Addendum.
1.3.7.2. The defect liability shall not cover removable items in the backroom and lobby including but not limited to tube lights, bulbs, dustbin, surveillance system, signages, VM’s Stickers, poster frames, door handles, plastic parts of AC etc.
1.3.7.3. Vendor shall not be liable for any defect liability for any product of any other Vendor / supplier of Bank..
1.3.8. Other Penalties ;
1.3.8.1. Penalty shall be levied in case material/equipment used are
not in conformity with specifications laid down unless exemption has been obtained from Bank. Penalty could include free replacement plus 25% deduction of the cost of the material/equipment/machines.
1.3.8.2. On account of any negligence, commission or omission by the engineers of the Vendor in delivery of Product and Services if any loss or damage caused to the Equipment/machine, Vendor shall indemnify/pay/reimburse all loss suffered by Bank
1.3.8.3. Vendor shall abide by the job safety measures prevalent in India and shall defend and indemnify the Bank from all third party claims, losses, demands against the Bank arising from accidents or loss of life, the cause of which is the Vendor’s negligence under this Agreement and shall not hold the Bank responsible or obligated if the Bank gives (a) prompt written notice of the incidence; (b) all requested information available with the Bank about the incidence; (c) reasonable cooperation and assistance; and (d) sole authority to defend and settle the claim relating to such incidence.
1.3.8.4. If site modification work is not completed in 15 days then a penalty of Rs. 200/- per day will be levied from 16th day and onwards. No penalties shall be levied for delays on account of force majeure.
Site Completion Report
Branch Code:-
ADDRESS OF THE SITE :-
SITE REFERENCE NO. :-
Site Commencement Date :-
Site Completion Date :-
SR.
NO
ITEMS QTY. Status(YES/NO/NA) Remarks
Please tick whichever applicable
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YES NO NA
CIVIL
WOOD WORK
DOOR AND EXTERNAL GLAZING
ELECTRICAL
OTHERS
Checked by: Verified by: Accepted as a token of
acceptance of site
TIS – Coordinator Team Leader/RPM Signature &
Stamp of Customer
Date :
Name:
Designation:
Date:
Notes:
o Quantities are indicated in the final bill to follow.
o All quantities are open to verification on the site.
o Final Items marked “N/A” are not applicable for this site.
2. Annual Technical Support by Solution Provider: NB : All the support services mentioned below are illustrative but not exhaustive and are part of ATS and suitable cost may be factored while subscribing to the RFP
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All Support Services under Annual Technical Support at the Endpoint ( without any restriction on number of physical visits at the endpoint, should be made available by Solution Provider to the Bank round the clock throughout the year including Sundays and Holidays during the terms of 7 years. Qualified maintenance engineers totally familiar with the solutions and endpoints shall perform all the services provided hereinafter:
2.1.1. Pre-Implementation- Integration, Testing and Pilot run at Endpoints with all required functionalities.
2.1.1.1. To share Single Point Contact details (other than Onsite
Advanced Technical Support team) along with escalation matrix
to Endpoints Provider.
2.1.1.2. To share necessary details with Endpoints Provider for
confirmation of compatibility of Solutions.
2.1.1.3. To start testing, once Setup is ready and required
information is made available by Endpoints Provider.
2.1.1.4. To carry out thorough testing for each model and different
variants of Endpoints Provider.
2.1.1.5. To provide necessary analysis to Endpoints provider for the
bugs/issues observed on device software layers (XFS/non-XFS).
2.1.1.6. To carry out testing at on-site for pilot at live sites approved
by the Bank.
2.1.1.7. To provide confirmation to Endpoints Provider for successful
loading of Solutions for starting functionality tests
2.1.1.8. Post signoff of completion of functionality testing, Solution
Provider to share an installable software/ghost image/gold
image/wizard based or any patches in consultation with
Endpoints Provider to the Bank/Endpoints Provider.
2.1.1.9. Solution Provider should ensure diagnostic tool should be
made available in Solutions for day to day trouble shooting.
2.1.1.10. Responsible to integrate other non-XFS devices with
Solutions.
2.1.1.11. For the devices (e.g. Camera, biometric, etc.) which are not
XFS compliant, solution provider to develop/customise the
Solution using proprietary drivers/application provided by the
Endpoints provider/Endpoint-OEM. Solution provider to
incorporate and support these devices in Central and client
solutions. In any way, it should not cause any inconvenience
during day to day operations.
2.1.1.12. Text to Speech(TTS) functionality to be made available (Cost
of necessary software and customisation to be borne by the
Solution Provider as part of total Solutions). To analyse the
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problem during testing & giving report to Endpoints
provider/Endpoint-OEM
2.1.1.13. Functionality of any other non-XFS hardware should be
driven by Solutions in same way as it was provided by Endpoints
Provider/Endpoint-OEM.
2.1.1.14. To share process document for installation, re-installation
and trouble-shooting the any fault at the Endpoint with Bank and
Endpoints Provider/Endpoint-OEM vendor. This process
document should contain contact details of eJ team & Solutions
team for confirmation.
2.1.1.15. To ensure all statutory or RBI compliance in Solutions and
also all security features which were incorporated in Endpoint-
OEMs native software and/or as per Banks agreements with
Endpoints provider should be incorporated in Solutions.
2.1.1.16. To ensure that the developed ATM application(s) are PA-
DSS certified.
2.1.1.17. To ensure that the EMV Kernel(s) provided are EMVCo
certified.
2.1.1.18. To close all security observations raised by Information
Security Department before pilot.
2.1.2. Implementation and Post Implementation Support :
2.1.2.1. Solution Provider shall provide any maintenance service (irrespective of no. of visits to the endpoints) related to Endpoints/Solutions under the ATS – Annual Technical Support, on oral/ telephonic/ email/ SMS / Mobile Application or Tickets/Incidents reported at Banks’ Online Monitoring System any other mode of communication by the Bank through its qualified expert personnel wherever the endpoints are installed with following resolution time :
Category Resolution Time/ TAT VIP endpoints 2 Hours : Irrespective of the
population group/ category
Regular endpoints i. 4 Hours : At Metro, Urban
and Semi-urban locations
ii. 6 Hours : At Rural
locations
The Bank will have sole discretion to permit the grace travel time depending on the circumstances.
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Solution Provider should ensure dispatch of qualified personnel to the endpoint site with a view to resolve the incident and operationalise endpoint within the given response and resolution timelines as given above under the following illustrative circumstances :
2.1.2.1.1. L1 and L2 shall install/Roll out of duly tested Client
and Server Solutions/software/agents/Bank’s provided agents etc, and successful operationalization at their respective endpoints permitted by the Bank as per process shared with the Bank. L2 shall coordinate with L1 and handover the control and Managed services to L1.
2.1.2.1.2. To attend the tickets/incidents relating to endpoint reported in the Banks’ Online Monitoring Solutions/Mobile App provided.
2.1.2.1.3. Endpoint is down for any reason. 2.1.2.1.4. Clearing of currency jam, paper, card, journal/receipt
paper jams, clearing of card jams. Repetitive cash jam issues general administrative maintenance (“Administrative Maintenance” ), including retrieval of mutilated cash from the divert cassette
2.1.2.1.5. If Solution Provider is not providing the cash replenishment services for the endpoint, Visits required to bring the endpoint online when left in maintenance mode or to correct currency cassettes not properly seated; straps or bands not removed from currency; improper loading of currency into cassettes; or improper loading of cassettes into the endpoint; incorrect, or incorrect installation of consumable supplies; erroneous endpoint settlement totals causing the endpoint to go out of service; failure to clear the electronic journal;
2.1.2.1.6. The following erstwhile endpoint related FLM services which shall be services through ATS Services :
2.1.2.1.6.1. Endpoint down due to telephone line, Endpoint network, or non-Vendor- serviced modem problems;
2.1.2.1.6.2. Calls placed where no problems are found; 2.1.2.1.6.3. Visits to the Endpoint/ATM to allow access to
ATM to a third party; 2.1.2.1.6.4. Visits to the Endpoint/ATM as a result of
vandalism to the Endpoint/ATM or facility; 2.1.2.1.6.5. Visits to the Endpoint/ATM because the
Endpoint/ATM ran out of currency (Vendor shall not load ATM currency cartridges or dispensers as part of FLM Services in ATMs for which cash replenishment services are not being provided by Vendor);
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2.1.2.1.6.6. Calls resulting from Bank’s or third party’s erroneous actions.
2.1.2.1.7. To provide training to Bank’s custodian while installing and commissioning the endpoint. The training primarily cover the administration and End of Day (EOD) process which comprises two sections i.e. (a) counter update for cash during Cash Replenishment; and (b) comparing Switch admin Hoppers total and balancing the endpoint. Solution Provider shall also provide the training on paper loading (receipt roll) and changing of combination locks;
2.1.2.1.8. Solution Provider shall arrange to store DVSS footages up to a period of 180 days.
2.1.2.1.9. Services for loading and on-going maintenance of encryption keys.
2.1.2.1.10. Service like DNS setting, IP address changes, changing currency cassettes configuration, cassettes calibration, changing combination lock setting or any other activities which cannot be performed by Centralised solutions.
2.1.2.1.11. Services covers endpoint testing, installation, operationalization, reinstallation, upgradation, bug fixing, patches , resolution and troubleshooting the endpoint fault or its components or services or parameters or configuration or its accessories or software stack (which includes any agent eg Multi-Vendor Software Agent (s), endpoint protection solution agent(s), EJ agent, any agent provided by Bank etc or any other specific activity required by the Bank or of its representative, ) with a view to ensure smooth functioning or its operationalization or to ensure proper reporting or to ensure the uptime.
2.1.2.1.12. Trouble shooting of Solutions at the Endpoint for non-functioning of any of its functionality or Endpoint is down irrespective of facts whether it relates to Solutions or hardware breakdown. The Solution provider will take full responsibility for ensuring that the Endpoint is functional with Solutions installed on the same and will coordinate with the Endpoints provider aimed at operationalization of Endpoints and share the logs if required.
2.1.2.1.13. Reinstallation/upgradation of Solutions at the Endpoint either due to any fault in the Endpoint or any changes required by the Bank in Solutions.
2.1.2.1.14. Upgradation of Solutions and its patches at the Endpoints regularly from time to time or at regular frequency or because of any change in Solutions either through software distribution tool or through physical visits at endpoint in case the same could not be pushed through software distribution for any reason.
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2.1.2.1.15. Resolution of issue related to functioning of EJ Module / EJ Pulling / EJ parsing irrespective of whether it relates to Solutions or otherwise.
2.1.2.1.16. Root cause analysis for disputed / fraudulent transaction, coordination with Endpoints provider and submit the report to the Bank.
2.1.2.1.17. Providing physical logs and / or camera (EJ/JP/IMAGE) from Endpoint in case of disputed / fraudulent transactions
2.1.2.1.18. Extend support and ensure that all changes related to calendar quarter are fully tested with the Endpoints provider and ready for release by end of the calendar quarter and pilot at two endpoints and distribute the same to the Endpoints remotely if bandwidth permits else through the engineers for manual installation and operationalization at the Endpoints.
2.1.2.1.19. To test Banks’ Provided agent (s) at Lab and roll-out (i.e. install at all endpoints) after pilot at two endpoints at respective model remotely if bandwidth permits else through the engineers for manual installation and operationalization at the endpoints
NB : Wherever support of joint custodian require, Solution Provider to coordinate with Joint custodian to resolve the issue.
2.1.2.2. To share the status of roll out with the Bank and Endpoints
provider. 2.1.2.3. Post successful Pilot run at two Endpoints, share an
installable software/ghost image/wizard/gold image based or any patches and process through SVN Version Control System and with full access to the Bank/Endpoints provider.
2.1.2.4. To share support team details with its escalation matrix to
Bank and Endpoints provider. 2.1.2.5. Any financial loss arisingarise due to Solutions provided by
the solution provider shall be made good to the Bank by Solution Provider.
2.1.2.6. Any transaction details not getting recorded on EJ due to
Solutions and any loss reported against the said transaction, shall be made good to the Bank by Solution Provider.
2.1.2.7. Solution Provider to resolve the issue of Endpoint down or
affecting the performance of the Endpoint, on account of Solutions / client software either through remote troubleshooting or by onsite physical visit (in case of bandwidth issue or not
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getting resolved remotely) within given TAT on being known the fact either from centralised portal of Solutions or being notified by Bank or by Endpoint-OEM / Provider of the Endpoint or any other party/Vendor or any other source provided by the Bank. It’s Solution Provider responsibility to isolate the issue whether it is related to Solutions or hardware and work in close cooridination with Endpoint-OEM /Provider / other Vendor to make the Endpoint up and running.
2.1.2.8. To take over Managed Services immediately on
implementation of solutions at the endpoint and report take-over certificate through Centralised Online Monitoring System or Mobile apps.
2.1.2.9. Solution Provider to share their respective product roadmaps
including software releases/updates to Bank on a regular basis. 2.1.2.10. Immediate support and work closely with endpoints provider
for changes eg : Bug fix, customisaion, modification, enhancement related to regulatory or causing the financial loss to the Bank or affecting Bank’s reputation or Bank terms it as critical, for its quickly release with pilot at two terminals and distribute the same to the Endpoints remotely if bandwidth permits else through the engineers for manual installation and operationalization at the Endpoints.
2.1.2.11. Solution Provider shall quickly lodge the case of
malfunctioning /improper working of the endpoint other than reasons attributed to the Solution Provider but relates to Endpoint Provider (eg. any issue of non-functioning of any functionalities which are dependent upon the XFS or components of endpoint or devices or connected with driver or any dependency on Endpoint provider/Endpoint-OEM with relevant logs, if any) at the Endpoint Provider’s Call logging System as well as Banks’ Online Monitoring System or through the Managed Service Center Setup for the purpose.
3. Managed Support Services:
The Solution Provider should be capable to handle the allotted Managed
Services under the contract immediately. They should also have a clear action
plan to ramp it up to handle number of machines. The responsibility of collecting
all the required information and customization to communicate with the Circles
shall be with the Solution Provider and must be carried out by the Solution
Provider without any additional cost to the Bank. The cost of leased line and back
up connectivity from the Solution Provider’s Management Centre and DR Site to
the Bank’s Switch and DR Site must be borne by the Solution Provider. The
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recurring expenditure relating to connectivity shall be borne by the Solution
Provider. Cost of licenses/software/ hardware/ services required to provide
Managed Services will be borne by the Solution Provider.
Solution Provider will have to take over existing endpoints sites from existing MS Vendor (in case the same does not belong to it already) on implementation of solutions at the respective endpoint and operationalize the full-fledged managed services at these endpoints within 10 days. In respect of endpoints under this RFP (irrespective of L1/L2) or future RFP(if Bank requires), , Solution Provider should start operationalization of full-fledged managed services within 10 days of the installation of endpoint. Submit the following management takeover certificate duly completed and signed. The report is also required to be uploaded / keyed-in at Online Monitoring System of the Bank. MANAGEMENT TAKEOVER CERTIFICATE SITE TAKEOVER REPORT Bank : ATM Name :
ATM Address: Region: Module : Circle :
Nodal/ Base Branch Name and Code: Nodal/ Base Branch address:
ATM : (On-site / Off-site/ Captive) ATM ID:
Branch Manager’s Name : Branch Contact Nos.:
ATM Co-ordinator name: ATM Co-ordinator contact details:
Weekly Holidays: Zonal ATM Co-ordinator:
Cash Link Branch and Code Cash Link Branch Address :
Geocode Lat : Long :
Inventory/Assets available at ATM Site : (Mention Nos., Make & Model) 1. ATM: a: Make : b: Machine Serial No. : c: Date of installation : d: Currency Cassettes (Nos.) : e. Set 1 of physical key : f. Set 2 of physical key : 2. A/C 1 : 22. Name of Network Vendor:
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3. A/C 2 : 23. Dustbin :
4. Telephone : 24. Cheque Deposit Box :
5. ATM Machine : 25. Drop Box Keys :
6. UPS make, model no.: 26. No. of Poster frames:
7. No. of Batteries : 27. Planters :
8. Modem : 28. Stationary Box :
9. Stabilizer : 29. Stationary:
10. Generator : 30. Registers :
11. Exhaust Fan : 31. Chair :
12. Sign Board/s : 32. Stool :
13. Tube Lights : 33. Fire Extinguisher (Full/ Empty):
14. Bulbs : 34. Keys :
15. Doormat : 35. Any other Items :
16. Door : 36. Visual merchandise:
17. Door handle: 37. Access Lock:
18. External Glass: 38. Electrical fittings:
19. VSS/DVSS, if available: 39. Earthing:
20. Lollypop signage: 40. ATM Sign Board:
21. Network Type: VSAT/Leased Line/CDMA
41. RBI license copy:
Remarks: H/over by Name:
T/over by Name:
Designation:
Designation:
Company Name:
Company Name:
Signature:
Signature:
Certified that the ATM Site has been taken over by M/s………………….for Managed Services. FLM / House Keeping on Duty: FLM / Housekeeper Supervisor: Name: Name: Contact No: Contact No:
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Date: Signature: Time
Branch/Bank Seal & Sign:
Signature:
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MACHINE & SITE DETAILS
ATM ID
Machine type CD Recycler
OLD ATM id (if Any)
Date of Installation
Machine Supplier Vendor
OEM/manufacturing Vendor
MS Vendor
Model Name & Serial no.
Phase Phase 13
Installation Location (Tick if applicable)
Airport Shopping Mall or Complex/Movie Theatre
Intouch Bus Stands
Railway Station Market area/Bazaar
Metro Station Govt. Building/ Govt. office
Army/Defence Area Main Branch
Petrol Pump
ATM Site Type E-corner Onsite Onsite
E-corner offsite Offsite
Intouch Onsite
Installation Room Branch Lobby Cabin
Window E-corner
Intouch
Ramp Available for Disable? Yes No
CCTV available Yes No
E-surveillance System Yes No
Security Guard Yes, Time shift_________________
No
Backroom Available Yes No
Are all electrical wires, UPS, switches, network cables, modem in back room?
Yes No
No. of existing machines at site (exclude this new machine)
No. of Existing CDs No. of Existing Recycler/CDM
Total Machines at site
Full Site Address
District
City
State
Circle as per SBI
Pincode
Latitude (upto 6 decimal)
Longitude (upto 6 decimal)
Cash Replenishment Bank Staff Outsourced Agency Name____________
Joint Custodian1 name
Mobile No.
PF No./Employee no
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The comprehensive Managed Support Services shall include the following:
3.1 Replenishment of consumables. 3.2 Housekeeping for endpoint and immediate surrounding 3.3 Maintenance and Management of peripherals / allied equipment(s) 3.4 Management Center Activities
3.4.1 Central Helpdesk at Management Center 3.4.2 Monitoring and ensuring improved uptime/availability 3.4.3 Cash Management Services
3.5 Cash Replenishment / Evacuation Services
Vendor shall also ensure that only qualified maintenance personnel familiar with the respective services shall perform all the services required under the Managed Support Services. There will be no restriction on the no. of visits at the site/endpoint.
Joint Custodian2 name
Mobile No.
PF No./Employee no
Connectivity Vendor TMK Set No.__________________
Machine IP
Gateway IP
Bank Detail
Owner Branch: Address : City : Pincode : Contact Person(Branch : Mgr/Channel Mgr) Contact No. : Email ID :
Cash-link Branch Address : City : Pincode : Contact Person(Branch : Mgr/Channel Mgr) Contact No. : Email ID :
Machine Details
Biometric Facility : Yes / No Card Lock door:
DVSS Camera : Operating System :_________________
Braille Friendly: Dip Card:
Hearing impaired friendly (talking ATM): Languages: English (Y/N) Hindi (Y/N)
Touch Screen : Regional (Y/N)__________________
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3.1. Replenishment of Consumables:
3.1.1. Supply and Replenishment of consumables such as paper roll, printer ribbons, inkjet cartridge Vendor shall replenish consumables essential to ensure uninterrupted ENDPOINT operation as necessary without limitation on quantity.
3.1.2. The specification of these consumables shall be as under:
3.1.2.1. Ribbons of high tensile strength material – 12.7mm with 24’ length. shall print 5 million characters approx., if applicable.
3.1.2.2. Receipt Rolls – 80mm wide x 8” dia approx x 0.7” core dia produced on ENDPOINT grade thermal paper Appleton Alpha 8. The density of sense mark shall be uniform with 1.2 plus & tolerance level of slitting shall be +/- 0.012”.
3.1.3. Consumable Management shall be independent of ENDPOINT
make, model, type of network & Vendor.
3.1.4. Stationery, other than specified herein, if required to be procured in future, shall be contracted at mutually agreed terms.
3.2. Housekeeping for endpoint and immediate surrounding:
3.2.1.1. Cleaning of both customer area & back room and immediate surroundings; cleaning of all items in kiosk e.g. ENDPOINT exterior, LCD/CRT screen, air conditioners, visual merchandise, signage (including external signage), floor, glass, walls, cleaning of waste paper basket, etc., to ensure that the kiosk presents a neat and clean appearance. All surfaces shall be maintained clean and particularly glass surfaces shall be maintained sparkling clean.
3.2.1.2. Cleaning of Signage / Lollypop once a month.
3.2.2. All sites shall be cleaned minimum twice a day for Regular endpoints and thrice a day for VIP endpoints and report through Online Portal or Mobile Application for any non-functioning of the endpoint or any fault or non -availability of connectivity.
3.2.3. Pest control/anti-rodent treatment shall be undertaken minimum
once every half year.
3.2.4. Managing display of notices, information and collaterals at ENDPOINT site.
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3.2.5. Display of Manage Service Center’s tollfree number etc at the endpoint site for reporting of the problem.
3.2.6. In the process of providing these services, Vendor undertakes to
use good/ standard quality cleaning material. No housekeeping material will be kept in the direct view of the customer.
3.2.7. Monitoring Site and reporting any problems relating to following through Online Portal or Mobile Application: (List is illustrative and not exhaustive)
• Functioning of endpoint
• Door
• Door handle
• External glass
• Visual merchandise
• Access lock
• Electrical fitting
• Earthling
• AC working condition
• Thermostat settings.
• UPSS
• UPSS Batteries
• Electrically fit signage
• Painting
• Any civil requirement
• Lighting facility
• Environmental conditions etc
3.2.8. Arrange to get publicity materials, banners, posters etc. supplied by the Bank displayed at the endpoint site as per instructions besides replenishing leaflets, brochures etc.
3.2.9. Reporting incidents of vandalism, theft, breakage, fire etc. to police/
Link Branch / LHO and other appropriate authorities.
3.3. Maintenance and Management of peripherals / allied equipment(s):
Vendor shall monitor health, repair and maintain UPS and Batteries. Vendor shall check the following parameters during preventive maintenance of UPS:
• Input & output voltage
• Input & output current
• Input frequency
• Battery life
• Battery voltage
• UPS internal temperature
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The cost of replacement of UPS and Batteries, if needed, shall be borne by the Bank. Visits to the site to allow access to the site or to a third party or to provide facilities management such as adjusting thermostat settings
3.4. Management Center Activities:
3.4.1. Central Helpdesk at Management Center:
The Helpdesk services will broadly cover the following illustrative list but not exhaustive:
3.4.1.1. Solution Provider shall provide Managed Services which
would include round the Clock Centralised remote monitoring with all related field-level support services in respect of endpoints.
3.4.1.2. Solution Provider should ensure vendor’s key personnel with
relevant skill are always available at the Management Center and ensure the professional standard, quality and delivery of services
3.4.1.3. Solution Provider’s support staff should be well trained to
effectively handle queries raised by the Bank customer / employees / service providers etc.
3.4.1.4. The expected time of resolution should be average 3 minutes
per call which are of routine nature.
3.4.1.5. Help Desk with Toll free telephone number with multiple lines
(minimum 100) ( 24 * 7 * 365 days a year) as single point of contact for endpoint issues and manual lodging of issue in the Incident Management Ticketing available in Monitoring System on receipt of requests over toll free number. Single Point of Contact for engineer’s phoning for help, wanting feedback on the status of a problem or managing multiple parties to resolve problems. Receive telephone call from external customer, identify the caller, log and create the incident ticket and assign the incident priority.
3.4.1.6. Must be the single point of contact with multiple lines for Bank for help, checks on status of endpoint problem, endpoint / endpoint equipment problems, managing multiple parties/resources for Testing, installation, operationalization,
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reinstallation, upgradation, bug fixing, resolution of any issue and troubleshooting the endpoint or its components or its accessories or software stack (which includes any agent eg Multi-Vendor Software Agent, endpoint protection solution agent(s), EJ agent or agent provided by the Bank etc) with a view to ensure smooth functioning or its operationalization or to ensure proper reporting or to ensure the uptime or any other specific activity required by the Bank as per RFP.
3.4.1.7. Escalation process should be in place for unresolved issues 3.4.1.8. Considering expected number of call which depends upon
the knowledge gap about the solution / defects in the solution / suggestion for improvement etc, the help desk should be manned adequately with dedicated resource for the same.
3.4.1.9. Selected Bidder must provide with a dedicated and exclusive
team at the Management Center
3.4.1.10. Maintenance of up-to-date documentation on SOP for day-to-day activities,
3.4.1.11. Providing on the call support to provide the One-Time-
Password to service provider at the endpoint site using the Centralised Access Management Solution after ensuring the legitimacy of the service provider from the Inventory.
3.4.1.12. Management and Administration of Help Desk. 3.4.1.13. Managing Vendor and Third-Party Service Providers.
Solution provider is accountable for managing the coordination of incidents that required both single and multiple party dispatches. The Solution Provider’s responsibility is to automatically / immediately escalate an incident call to respective vendors / service providers for all equipments / services, and to track all incidents at periodical intervals to enable that the error is rectified within reasonable time.
3.4.1.14. The Solution Provider shall escalate incidents promptly and continuously follow up at reasonable intervals till closure of a ticket. In other words, the Management Center shall be responsible for ensuring compliance of other vendors as per their respective SLAs. The Network Service Providers have clearly defined SLAs, the monitoring of which is to be done by Solution Provider, with specific reference to the performance of the endpoint network only. The Management Centre shall provide suitable reports giving details of activity undertaken as above with exception situations involving breach of related SLAs.
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3.4.1.15. All incidents which are either auto logged / manually logged
under the Incident Management System should be followed up till resolution of problems.
3.4.1.16. Based on Incident Management System manage the
coordination of incidents that require both single and multiple third-party dispatches. Vendor shall monitor (i) receipt of an incident, (ii) arrival on-site, (iii) repair time and (iv) total resolution time from start to finish.
3.4.1.17. In case of communication error, Vendor shall take up with
the connectivity Service Provider immediately and follow up rigorously till the fault is rectified
3.4.1.18. For such equipment not supplied and installed by Vendor like
UPS, Access Lock, PC, Air conditioner, Surveillance System, installed at existing endpoint locations, Vendor shall dispatch an incident call to the respective supplier’s central location. Bank’s LHOs shall provide Vendor’s details of their central location at the Online Portal and the Toll Free numbers of the suppliers for Vendor to log the calls. It shall be the responsibility of Vendor to ensure that the calls logged by them for rectification of certain deficiencies shall be closed. Till closure Vendor shall continue to follow up with Vendors / Suppliers.
3.4.1.19. Based on the Online portal made available as required under
RFP for auto-generation/reporting of tickets/faults at the endpoint, Vendor as a part of warranty, immediately arrange for dispatch of skilled personnel and ensure to resolve the faults within the stipulated resolution time.
3.4.1.20. Monitoring the status of endpoints for non-compliance of
Multi-Vendor Software and endpoint protection solution (will require coordination with various vendors in respect of existing endpoints).
3.4.1.21. Proactive and reactive review of hardware performance and
service providers’ performance in relation to SLAs
3.4.1.22. Proactive problem resolutions.
3.4.1.23. Supplemental support for variations in business patterns.
3.4.1.24. Scheduled Maintenance Jobs.
3.4.1.25. Use of data analysts for improving uptime of endpoint and its implementation.
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3.4.1.26. Providing various reports detailing performance of the
network on pre-agreed criteria.
3.4.1.27. Management reporting, including exceptions for SLAs of
all connected service providers
3.4.1.28. Assistance in meaningful analysis of performance for
improving uptime and availability of endpoints.
3.4.2. Monitoring and ensuring improved uptime/availability:
Vendor is required to provide the following services / ensure the following:
3.4.2.1. Remote Monitoring 3.4.2.1.1. Use reliable, dedicated IP connection with backup. 3.4.2.1.2. Endpoint/ATM cash forecasting. Daily order
recommendation 3.4.2.1.3. Potential cash out/cash full warning for endpoint 3.4.2.1.4. Centralized monitoring and control over access to
endpoint and safes
3.4.2.2. Fault Identification – remote diagnostic tools to be used (if provided by the Bank)
3.4.2.2.1. Notify appropriate agency for activating support. 3.4.2.2.2. Notify customer at detection, isolation and resolution. 3.4.2.2.3. Manage incident from detection to resolution.
3.4.2.3. Performance Management:
3.4.2.3.1. Proactive/predictive analysis & recommendations. 3.4.2.3.2. Setting event thresholds based on customer
availability needs. 3.4.2.3.3. Tuning performance by correlating events with
performance metrics. 3.4.2.3.4. Order to identify bottlenecks that inhibit availability
and performance. 3.4.2.3.5. Normal functioning of DVSS based on the feed from
ATM/Bank’s.
3.4.2.4. Service levels :
3.4.2.4.1. 24 * 7 * 365 days monitoring and resolution. 3.4.2.4.2. Unlimited incidents. 3.4.2.4.3. Toll free number with multiple lines for service
requests (minimum 100 lines). 3.4.2.5. Response Time Initiation of remedial action within 3 minutes from occurrence.
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3.4.2.6. Availability of endpoints :
Helpdesk shall act immediately on the tickets raised by mobile application/e-surveillance system/any other online system as approved by the Bank from time to time.
3.4.2.6.1. The Selected bidder shall maintain the target
availability at all levels as stipulated by the Bank in subsequent paragraphs.
3.4.2.6.2. ENDPOINT availability will be measured using Banks’
Monitoring System for which an access will be provided to Management Support Center Helpdesk team.
3.4.2.6.3. ATM Monitoring web login access will be extended to
the successful bidders to check the endpoint status online. Successful bidders should take corrective action on the basis of information displayed in the ATM Monitoring solution.
3.4.2.6.4. The Vendor shall maintain raw availability as
calculated by Bank’s monitoring solution at each Circle level separately. The monthly availability report published by ATM monitoring solution shall be considered for above purpose.
3.4.2.6.5. The Vendor shall maintain availability at individual Endpoint level as well as for the entire channel. For this purpose, ‘channel’ will include total number of Endpoints in a Circle.
3.4.2.6.6. All machines/endpoints of the Bank will be
categorized in 2 types and maintain the availability mentioned thereagainst :
Category Minimum targeted Uptime / Availability per month
VIP- endpoints 95% Regular endpoints 92 %
3.4.2.6.7. There shall be no exclusion to availability, except force majeure case like flood, earthquake, natural calamities and vandalism cases.
3.4.3. Cash Management Services:
3.4.3.1. Scope :
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The Vendor shall provide Cash Management Services to monitor and manage the availability of cash in Bank’s network of ENDPOINTs. This service is designed to optimize the amount of Cash in use at ENDPOINTs. The Vendor shall provide cash needs from past usage trends and current cash status updates and forecast future cash requirements and replenishment schedules for each ENDPOINT. Likely, the Vendor shall provide cash needed to be removed from past usage trends and current cash status updates and forecast future cash removal and evacuation schedule for each cash point. 3.4.3.2. Services and Deliverables:
Vendor shall provide the following services and deliverables:
3.4.3.2.1. Monitor and forecast daily requirement based on
individual ATM/CD/Cash Recycler specific past data and trend – The MS Vendor shall generate daily cash requirement for each ENDPOINT using an established cash forecasting tool and share CRA wise, ENDPOINT wise list in electronic form with each link branch which has been mapped for cash on previous night or at least two hours in advance for delivery by the link branch.
Daily cash requirement shall be generated and shared by the Vendor even for those ENDPOINTs which are not outsourced for cash related activities to the Vendor.
3.4.3.2.2. Monitor and maintain Factor of Safety (FoS) :
Penalty for not maintaining target FoS : “Factor of Safety (FoS)”, i.e. the ideal amount of Cash that should be present in the ATM to prevent Cash out and idle cash situation. FoS will be fixed at 2.0 i.e. for every Rs.100 withdrawn, there should be upto Rs.200 in the machine. It can be calculated as: [Opening cash in the ATM + Amount of cash replenished] --------------------------------------------------------------------- = 2 Net cash withdrawn by customer during the day
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FoS will be calculated on Daily basis at every individual ATM level wherever cash replenishment is outsourced (except days prior to the Bank Holiday) The FoS will be 2 for such instances, i.e. 2 times the cash withdrawn to be present in the ATM FoS is applicable to only those machines where cash replenishment/ services are outsourced. There shall be a relaxation on days prior to the holiday because cash may not be available from the Bank on Sundays/ Holidays. The FoS will be 2.5 for such instances, i.e. 2.5 times the cash withdrawn to be present in the ATM If FoS is more than 2 or 2.5 as mentioned above, then interest @ 12% will be levied on the excess cash found above the prescribed norm. The following formula shall be used by the Bank to arrive at the amount of excess cash: Excess cash=opening balance + cash replenished - Ideal cash;
where Ideal cash = Cash dispensed * Target FoS The Vendor shall not hold or retain in their vault more than 15% of the total cash taken from Bank on monthly basis. If the retention is more than 15%, a penalty of 12% per annum shall be levied on the excess cash retained in the vault during the month.
However, there will be no FoS penalty for first three months for any newly installed ATM. This relaxation is provided to understand the dispensing pattern of the newly installed ATM for the initial period of three months.
3.4.3.3. Cash Out :
3.4.3.3.1. On daily basis, Vendor shall monitor for potential
cashouts at ENDPOINTs, which may arise because of unexpected variations in cash dispensing levels and initiate necessary action. The Bank has defined cashout as non-availability of cash in ATM/CD/Cash Recycler for dispensation. The HP ESQ ATM monitoring solution currently declares an ATM as ‘cashout’ if switch simultaneously receives ‘currency out’ message in respect of all configured/present cassettes in the ATM/CD/Cash Recycler. To align this with ADMIN balance, cases of
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ADMIN balance less than 25000/- out of above will be considered as ‘cashout’ for penalty.
3.4.3.3.2. For cash outs penalty shall be charged as under:-
(i) Rs.1000/- per machine upto 10 hours. In case the cash out extends beyond 10 hours, then Rs.1000 for each hour. (ii) Additional Rs.5000/- if cash out continues beyond 12 hours, for each block of 4 hours. Example: If a cashout incident is closed within 10 hours, the penalty shall be Rs. 1000/- only. However, if it it is closed in 26 hours, the penalty would be Rs. 21000/- (Rs. 1000/- for 10 hours +Rs. 5000/- x 4 for next 12 hours) 3.4.3.3.3. The penalty for cashout shall be applicable only where
cash activity has been outsourced to the Vendor.
3.4.3.4. Managing events and seasonal requirements- Vendor shall keep track on increased requirements during Sundays/Holidays/ Festivals/Salary days, etc. based on the past dispensing pattern and initiate necessary actions to prevent cashout during any such period.
3.4.3.5. Cash verification- Vendor shall arrange for cash verification by other than joint custodians once a month to verify cash position in the ENDPOINT and submit verification reports for each month to the concerned Link Branch and CMCS Department of the Circle by 15th of the next month.
3.4.3.6. Services and deliverables:
Vendor shall provide the following services and deliverables:
3.4.3.6.1. Daily order recommendation - Recommending the replenishment amount and schedule for each ENDPOINT. Each business day, Vendor shall provide Bank an electronic report showing the optimum replenishment frequency and the amount of cash for each ENDPOINT and recommending the amount to be replenished and the schedule for each ENDPOINT.
3.4.3.6.2. Potential cash out warning - On business days,
Vendor shall monitor for potential stock-outs at ENDPOINTs, which may arise because of unexpected variations in cash dispensing levels and initiate necessary action.
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3.4.3.6.3. Managing events and seasonal requirements (based
on historic data) On business days, Vendor shall monitor the potential stock-outs at ENDPOINTs, which may arise because of unexpected variations in cash dispensing levels and initiate necessary action.
3.4.3.6.4. Cash Management Service Performance Report –
The Vendor shall send advice in the form of cash indent to Branches by email as and when ENDPOINT cash needs to be replenished. The Vendor shall provide Bank with daily cash order report and cash out report.
3.4.3.7. Service Implementation :
The Vendor shall implement and establish the service upon Bank’s provision of the following in a format reasonably acceptable to Vendor:
3.4.3.7.1. Demographic information for all cash points to be
covered by the Service, including ENDPOINT name and location.
3.4.3.7.2. Historical information on daily cash withdrawal and replenishment levels for each ENDPOINT being covered by the Service. For maximum initial effectiveness, historical information is required; at a minimum Vendor requires ninety (90) days of information wherever available.
3.4.3.7.3. Calendar information regarding local events that may impact the predicted cash withdrawal levels.
3.4.3.7.4. A daily feed from Bank’s host network computing system detailing withdrawal and replenishment information for each Cash Point covered by the Service.
3.4.3.7.5. Internet link capabilities between Bank’s host network computing system and the Vendor service center providing for the daily data transfer requirements.
3.4.3.8. Bank’s Responsibilities: In the event Bank outsources cash replenishment to the Vendor, Bank shall be responsible for procuring the One Time Combination (OTC) lock such as S&G/ Kaba locks and keys as may be required for the ENDPOINTs, to facilitate use of OTC mandatorily by the MS vendor/ CIT Agency while extending cash related services i.e. cash replenishment or cash evacuation
3.4.3.9. Data Ownership and Protection:
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3.4.3.9.1. The data required from Bank for Vendor’s service performance does not include personal data. The Vendor shall not have any obligation to archive or otherwise preserve the information Bank provides, or that which Vendor provides Bank hereunder. All responsibility for doing so remains with Bank. Bank acknowledges and agrees that Vendor is not acting as a data repository or data archive agent for Bank.
3.4.3.9.2. Bank shall retain ownership of operational information
and other information specific to Bank, which Bank provided to Vendor during performance of the Cash Management Service. Vendor retains all rights to the software and the methodology employed in the provision of the Service and grants Bank no license to disclose or make use of such intellectual property other than as may be agreed herein.
3.4.3.10. Warranty : The Vendor warrants that it will perform its obligation under this Appendix in a professional and workmanlike manner. Vendor, at its expense, will promptly re-execute any Services that fail to conform to the requirement of this Appendix.
3.5. Cash Replenishment / Cash Evacuation Services:
While Vendor may engage “Cash-in-Transit (CIT) / Cash Replenishment (CRA)” agencies as per norms/parameters set by the Bank in Annexure 1 for this purpose, Vendor alone shall be accountable to the Bank and responsible for mandatory Service Level Agreement (SLA). The Vendor shall be wholly responsible for meticulous compliance by CIT agency of stipulations as given in the Agreement. All pecuniary liabilities arising out of Cash Related Services shall be to the account of the Managed Services Vendor. The Vendor shall comply with Bank’s instructions in this regard from time to time. Vendor alone shall be accountable to the Bank and responsible for mandatory Service Level Agreement (SLA). The Cash related activities shall include, inter alia, receiving cash from a designated centre/branch of the Bank / Reserve Bank of India (in case of strike in Banking sector except in RBI/Natural calamities) and replenishing the same in endpoint on the same day, evacuating cash from CDM/Cash Recycler and depositing the same to the Bank on same day, performing End of Day (EOD) functions at site and furnishing detailed MIS as required by the Bank. The Vendor / CRA shall be responsible for reconciliation of cash and resolution of all complaints related to ADMIN transactions at the ENDPOINT and Vault end.
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Transit Loss liability for the Vendor will be the total amount given by the Bank to the vendor or to the CIT agencies engaged by them. Vault Loss liability for the Vendor will be the total amount given by the Bank to the vendor or to the CIT agencies engaged by them less the amount actually replenished out of that total amount plus the amount actually evacuated, if any. Captioned services will be availed at the endpoints located anywhere in India at the discretion of the Bank
3.5.1. Cash Appendix:
3.5.1.1. The Contract between Bank and Vendor with respect to Cash Replenishment Services/Cash Replenishment Services (“Services”, as more fully described herein) consists of the Managed Services Agreement (“MS Agreement”) and this Cash Appendix.
3.5.1.2. If a conflict exists between the terms and conditions of MS
Agreement and this Cash Appendix, the order of precedence shall be (a) this Cash Appendix; and (b) the MS Agreement.
3.5.2. Definitions:
As used herein, the following terms shall have the following meanings:
3.5.2.1. “ATM Loss” shall have the same meaning as defined in clause 2 (a) of the MS Agreement. .
3.5.2.2. “ATM Loss Liability Limit” shall have the same meaning as defined in clause 2 (b) of the MS Agreement.
3.5.2.3. “Currency” means currency notes and “Valuables” means Currency and, only to the extent Bank and Vendor have agreed in writing, other identified types of negotiable instruments or items of value.
3.5.2.4. “Initial Currency Load” means the first currency load for a new ATM installation or conversion. Initial Currency Loads must be scheduled at least 2 weeks in advance.
3.5.2.5. “Scheduled Cash Replenishment Services” or “Cash Replenishment Services” are scheduled cash replenishments that are performed in adherence to a replenishment schedule that is recommended in indents raised by Vendor.
3.5.2.6. “Unscheduled Replenishment Services” means Cash Replenishment prior to or post the scheduled replenishment to prevent depletion of currency level in the ATM
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3.5.2.7. “Transit Loss” means a single occurrence of the loss of Valuables from a vehicle owned, operated by, or under the control of Vendor’s designated subcontractor.
3.5.2.8. “Transit Loss Liability Limit” means maximum liability for a single Transit Loss, specified in section 8.2 of this Cash Appendix.
3.5.2.9. “Vault Loss” means a single occurrence of the loss of Valuables from a vault or other secured facility owned, operated by, or under the control of Vendor’s designated subcontractor.
3.5.2.10. “Vault Loss Liability Limit” means Vendor’s maximum liability for a single Vault Loss, specified in section 8.2 of this Cash Appendix.
3.5.3. Term:
The term of this Cash Appendix shall continue till the validity of the MS Agreement.
3.5.4. Commencement of Services:
Vendor shall commence the Services under this Cash Appendix within 30 (thirty) days from the Effective Date after identification of the ATMs for the Cash Replenishment Services. The parties shall agree to add more ATMs at subsequent dates as per requirement of the Bank. For such additional ATMs, Vendor shall commence services within 30 (thirty) days of acceptance of order from the Bank.
3.5.5. Scope of Services :
3.5.5.1. Bank and Vendor have agreed that Vendor shall
provide Cash Replenishment/Cash Evacuation Services hereunder through one or more armored car carrier or “cash in transit” subcontractors (the “CIT”). The Vendor shall provide Cash replenishment/ Cash evacuation services as and when required by the Bank. Bank expressly acknowledges that (a) Vendor shall be subcontracting responsibility for the Cash Replenishment Services to the CIT; (b) Vendor has identified the CIT to Bank; (c) Bank accept and do not object to the appointment of the CIT if it is as per the norms/parameters set by the Bank in Annexure 1.
3.5.5.2. Vendor shall manage and report all cash placements, store spare currency for Scheduled and Unscheduled Replenishments, in the manner, frequency and amounts mutually agreed with Bank.
3.5.5.3. Bank shall provide the required sorted cash (as per
denominations as mentioned in indents raised by Vendor) of-fit
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notes to the CIT. Cash indents shall be submitted at cash link branches adequately in advance. Cash is to be issued by Bank from one or more designated branch in each city identified for this purpose. In case of emergency, Bank may direct CRA to collect cash from any other branch in the city. Vendor shall submit to Bank’s designated branch a list of CIT’s authorized signatories to sign withdrawal slip; and CIT’s authorized operation staff.
3.5.5.4. CIT shall withdraw cash from designated branch against
withdrawal request as per format mentioned in Annexure - 1 to this Cash Appendix and supporting documents i.e. Vendor indent as per format mentioned in Annexure - 2 to this Cash Appendix, Current Account cheque signed by authorized signatories of CIT. Cash indents shall be submitted to the Bank designated branch (Nodal Branch) via E-mail / fax to facilitate them to arrange delivery of cash.
3.5.5.5. Cash Replenishment Services includes the following services:
3.5.5.5.1. Administrative Maintenance - The CRA/CIT shall conduct EOD activity on ATM on daily basis and submit necessary reports. At the time of daily end of day activity, CIT shall retrieve and account for mutilated cash from the divert cassette; replenish receipt tapes, ribbons and print cartridges, if required.
3.5.5.5.2. ATM Balancing - At the time of daily end of day activity CIT shall reconcile physical cash in the ATM cassettes and in the purge bin (reject bin) with the ADMIN balance (end cash shown denomination wise in ADMIN slip) The CIT shall not zerorise the counter. Balancing receipts shall be returned to Bank next working day. The CRA/CIT shall perform ADMIN activities at ATM as directed by the Bank.
3.5.5.5.3. Cash Replenishment:
3.5.5.5.3.1. Cash Replenishment means CASH ADD i.e. additional cash to be replenished shall be added in the ATM cassettes and the management and reporting of all cash placements in the manner and amounts the Vendor’s cash management tool specifies. If cash replenishment is scheduled for a particular ATM the administrative maintenance and ATM balancing activity shall be performed along with cash replenishment. However, if Bank decides to adopt ‘cassette swap’
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method at a later date, Vendor shall follow ‘cassette swap’ method without any extra charges. However, the cost of swap cassettes shall be borne by the Bank.
3.5.5.5.3.2. The Vendor shall ensure that the entire cash
handed over by the Bank is replenished in the ATMs by end of the day against which it had been provided.
3.5.5.5.3.3. The replenishment of cash shall ordinarily be
done once a day, unless second loading is required due to unexpected high withdrawals or any other reason as Bank may deem necessary. In such cases Bank shall specifically advise the Vendor to perform second replenishment activity. The Vendor should take immediate steps for second replenishment on receipt of such information from the Bank by any means of communication including e-mail and telephone. The Vendor shall be paid Rs.1500/- for such second loadings wherever required.
3.5.5.5.3.4. The cash replenishment activity shall be
conducted by the joint custodians at the ATM.
3.5.5.5.3.5. The Vendor shall ensure that no cash out in ATM due to delay in the replenishment on their part.
3.5.5.5.4. Cash Evacuation Activity:
The Vendor shall provide following services at all times on Bank’s CDM/Cash Recyclers as per specifications of the Bank:-
3.5.5.5.4.1. The cash evacuation activity shall be carried
out as per specific direction from MS Vendor/Bank for Cash Recyclers.
3.5.5.5.4.2. The CRA shall evacuate currency from
CDM/Cash Recycler and count it physically at the site to check if physical cash tallies with the ADMIN balance. In the process, CRA shall segregate notes into different denominations and make it ready for preparing packets of 100 note each.
3.5.5.5.4.3. The cash so evacuated by CRA shall be kept in
the locked box with two locks. The cash evacuated from different CDM/Cash Recycler shall be kept separately inside the box and shall not be mixed with each other. The box shall be opened in the presence of
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Branch officials in the link branch at the time of delivery of evacuated cash.
3.5.5.5.4.4. The cash evacuated from CDM/Cash Recycler
shall have to be deposited on same day to the Bank by CRA. Cash evacuated from CDM/Cash Recyclers shall not be taken to the vault of CRA. Vaulting may be allowed in exceptional cases, if the evacuation is done beyond banking hours/ holidays. But such cash shall have to be deposited the next day at start of business at the branch.
3.5.5.5.4.5. The CRA shall ensure that Bank officials have
counted the cash physically before receiving the same and obtain acknowledgement of Bank officials towards this on the cash delivery slip.
3.5.5.5.4.6. In case any counterfeit note is found during
counting by Bank officials, details shall be noted in the cash delivery slip and the number of the note shall be tallied with details in eJ on T+1 day. In case it is found not tallying with the details, Vendor shall be responsible to make good the amount equivalent to the value of the note immediately.
3.5.5.5.4.7. The cash evacuation activity shall be
conducted by the joint custodians at the CDM/Cash Recycler.
3.5.5.5.4.8. The CRA shall perform ADMIN activities at
CDM/Cash Recycler as directed by the Bank.
3.5.5.5.4.9. The CRA shall conduct EOD activity on CDM/Cash Recyclers on daily basis and submit necessary reports.
3.5.5.5.4.10. The evacuation of cash shall ordinarily be done
once a day, unless second clearing is required due to unexpected high deposits or any other reason as Bank may deem necessary. In such cases Bank shall specifically advise the Vendor to perform second evacuation activity. The Vendor shall take immediate steps for second evacuation on receipt of such information from the Bank by any means of communication including e-mail and telephone. The Vendor shall be paid Rs.1500/- for such second evacuations wherever required.
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3.5.5.5.5. Currency Vaulting Service The balance in CIT’s zero balance account should be nil by end of day. No cash shall be vaulted in CRAs vault. In case of emergency or any other cases deemed fit by the Bank, Bank shall provide specific instructions and permission for vaulting. In case of vaulting, CIT shall store cash in locked and/or sealed containers in the vault, separate from other customers’ valuables maintained at the vault. The amount of cash vaulted at CIT’s vault shall be reflecting in CIT’s zero balance account.
3.5.5.5.6. Settlement & Vault Reporting
CIT shall prepare daily end of day activity report as per format mentioned in Annexure - 4 to this Cash Appendix and attach JP logs, supervisory counters and admin slips under the signature of CIT’s representative/s performing cash replenishment and submit to Bank next working day. Vendor shall provide Cash Balance Report (CBR), Vault Closing Balance Report (VCB) and Overage & Shortage Report (OSR) as per format mentioned in Annexure - 4 to Bank designated linked branch daily via e-mail.
3.5.5.5.7. Vault Balancing
Daily, Vendor shall provide CIT’s records of cash received and cash disbursed to and from the vault with the previous day’s verified records. The closing balance shown in the vault closing balance report (VCB) should be equal to balance reflected in the CIT’s zero balance current account.
3.5.5.5.8. Currency Sorting The CIT agencies shall check the quality and quantity of the currency notes at the time of delivery by the Bank before taking the same to their vaults and Bank shall take acknowledgement of the cash handed over to CRA in a register maintained for the purpose. If any shortfall is noticed thereafter, Vendor shall be responsible for the same. Wherever possible, Bank shall provide to the CIT agencies space and Note Sorting machines for the purpose. Forged/soiled notes may be returned to the Bank immediately thereafter. Any subsequent claim for forged/soiled notes shall not be accepted by the Bank. 3.5.5.5.9. First Line Maintenance (FLM)
3.5.5.5.9.1. FLM calls shall be attended by Vendor at ATM
to identify and resolve following issues:
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• Clearing currency jams
• Clearing purge bin jams
• Clearing printer jams Any other activity required to ensure dispensation of cash.
3.5.5.5.9.2. Bank shall levy penalty of Rs.1000 per incident, if Reject Bin full is not cleared within 4 hours
3.5.5.5.9.3. FLM calls related to bottom hatch of the ATM that requires opening of ATM safe / vault shall be attended by Vendor appointed CIT. Response time for attending FLM calls shall be 2/4/6 hours for VIP/Metro-Semi-urban-Urban/Rural ATMs
For this Cash Appendix, Response Time means the time taken by CIT to attend the FLM call from the time the call is logged with Vendor’s management Centre..
3.5.5.6. Vendor shall not be responsible for cash outs and related downtime of ATM if it arises due to following reasons:
3.5.5.6.1. Quantum of cash not received as per indents raised by Vendor.
3.5.5.6.2. Cash not received as per denominations indented
3.5.5.6.3. If the ATM stops dispensing a particular denomination and it is needed that the ATM should be configured to continue dispensing the other remaining denomination.
3.5.5.6.4. If cash is not provided by Bank before 12 noon to the CIT.
3.5.5.6.5. If ATM is down when CIT arrives at the ATM site for cash replenishment.
3.5.5.7. Any shortage of cash because of CR activities whatsoever and for whatever reason shall be made good to the Bank within 7 days without waiting for admissibility or settlement of the insurance claim. Any amount of such insurance claims received by the Bank shall be remitted to CRA by the Bank after adjustment of outstanding dues if any. The CRA shall ensure correctness and genuineness of the cash and shall take only ATM fit currency notes for replenishment to its possession. Counting facility for currency notes shall be provided by the Bank. Once the note packets are taken out of Bank’s premises
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the Vendor would be responsible for shortage and fake currency if any, noticed subsequently.
3.5.5.8. ATM serviced pursuant to this agreement shall be equipped with the Mas Hamilton /KABA/ S&G Lock (OTC) system. Vendor appointed CIT shall (a) cooperate in implementation of the OTC system (b) activate OTC lock to route mode during Initial Currency Load (c) acquire, implement and operate the one-time combination dispatch software in route mode (d) make its records available as necessary to investigate any operational issue or loss.
3.5.5.9. Vendor / CIT shall start cash replenishment service only after successful activation of Mas Hamilton /KABA/ S&G lock (OTC) in route mode.
3.5.5.10. For the purpose of cash replenishment CIT shall have a crew of one custodian and one time combination to open the Mas Hamilton/KABA/S&G lock (OTC) shall be dispatched by CIT’s central location. However, for ATM’s which have mechanical lock CIT shall have a crew of two custodian.
3.5.5.11. CIT shall use secured cash van as per the specifications
given in Annexure-1. The CRA/CIT shall ensure that cash shall always be in joint custody of two persons and single individual is not be allowed to handle cash at any time. Further, two security guards shall be in each vehicle for transportation of cash safely and efficiently.
3.5.5.12. If the Bank provides a generic tool for monitoring of
movement of cash the Vendor shall integrate it with their system without any cost to Bank.
3.5.5.13. Vendor shall submit a Business Continuity Plan (BCP) /
Disaster Recovery Plan (DRP) for Cash Replenishment/Evacuation services acceptable to the Bank.
3.5.5.14. Depending upon geography/routes/no. of endpoints linked to
a particular branch. Vendor shall transport the cash meant for SBI in a dedicated carrier van.
3.5.5.15. Vendor shall ensure that CIT/CRA replenish the cash at the
ATMs on the same day. Similarly, cash evacuated shall be deposited with the Bank on the same day. Only in the case of certain unwarranted situations CIT/CRA shall be allowed to retain the cash at overnight vault. Specifications for overnight vaulting have been given at Annexure - 3.
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3.5.5.16. Use of One Time Combination (OTC) locks
Bank shall endeavor to provide one time combination locks at all its endpoints (ATM/CD/CDM/Cash Recycler). The CRA shall have necessary infrastructure and software required to generate and communicate one time password to its joint custodians at site. CRA shall mandatorily use OTC system for cash related activity at site wherever OTC lock has been provided by the Bank. The Vendor shall have the capability of takeover of password generation process from CRA within shortest time in case of any exigency.
3.5.5.17. CIT shall allow Bank, its authorized representatives, RBI and
other regulatory & statutory bodies to conduct vault audits at location where currency vaulting services is provided. Audits shall be conducted by Bank at its own cost during normal business hours. Bank representatives shall carry a letter authorizing them to conduct such audits along with their identity cards, any Bank official without the said authority letter and identity cards shall not be allowed by CIT to conduct audits.
3.5.6. Insurance :
The CRA shall take adequate insurance policy with Bank Clause for the value of entire cash throughout the Cash Cycle (from Bank/RBI to ATM/CD/Cash Recycler and from CDM/Cash Recycler to Bank) for all sorts of risks including fidelity clause arising from acts of omission / commission / dishonesty of its employees and / or its authorised agents. The loss-payee endorsement of such insurance policies shall be in favour of the Bank and it shall be ensured that the amount of claim, if any, shall be paid by the insurance companies directly to the Bank. Copy of the Insurance policy shall be submitted to the Bank. However, it need not be an exclusive policy, if covered under an umbrella policy of the agency. The CRA shall pay the premium for obtaining insurance cover. Bank shall obtain insurance for all cash in the ATM. However, fidelity insurance shall be with the Vendor. Bank does not demand an exclusive policy if CRA is under an umbrella policy of the Insurance Agency. Fidelity insurance cover for 20% higher limit than maximum cash withdrawn from currency chest on a particular day shall be obtained by CRA.
3.5.7. Bank Guarantee:
The Vendor shall submit to the concerned LHO a Bank Guarantee for the term of the MS Agreement months @Rs.50,000/- per ATM in the specified format for securing the obligations in respect of cash loss in the number of ATMs allotted in each Circle. For any further addition of ATMs allotted to the Vendor during the currency of the agreement, additional bank guarantee on the same terms and condition for added number of ATMs shall have to be provided by the Vendor to the Circles.
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3.5.8. Liability:
3.5.8.1. The provisions of this Section 8 govern the liability of Vendor and Vendor’s subcontractor (collectively for the purposes of this section, “Vendor”) for any claim of lost, missing, or stolen Currency and, with respect to such losses, supersede any inconsistent provision in MS Agreement or any other agreement, addendum, or appendix signed by the parties.
3.5.8.2. For the purposes of this Cash Appendix, the amounts of the following defined terms shall be:
Transit Loss liability for the Vendor will be the total amount given by the Bank to the vendor or to the CIT agencies engaged by them. Vault Loss liability for the Vendor will be the total amount given by the Bank to the vendor or to the CIT agencies engaged by them less the amount actually replenished out of that total amount plus the amount actually evacuated, if any.
In case of exigencies, like continuous Holidays, festival seasons, etc. whenever the vault limit is increased by LHO, the above loss liability limits shall increase accordingly.
3.5.8.3. Vendor shall be liable for ATM Loss, Transit Loss or Vault
Loss if such losses directly result from (a) kidnapping or robbery of employees / representative of Vendor; (b) dishonesty, negligence or intentional act by employees or representative of Vendor or (c) damage to Bank’s property caused by employees or representative of Vendor.
3.5.8.4. Vendor’s total liability for any single ATM Loss shall in no
event exceed the ATM Loss Liability Limit.
3.5.8.5. Vendor shall be liable for any Vault Loss up to the Vault Loss Liability Limit. Vendor’s liability under this Section 3.5.8.5 shall commence when Currencies have been delivered into a vault or other secured facility owned, operated by, or under the control of CIT, and shall terminate when they are either (a) delivered to Bank or Bank’s designated consignee or agent; or (b) placed in an armored car owned, operated by, or under the control of CIT.
3.5.8.6. Vendor shall be liable for any Transit Loss up to the Transit
Loss Liability Limit. Vendor’s liability under this Section 3.5.8.6 shall commence when Currencies have been placed in CIT’s armored car and shall terminate when they are either (a) delivered to Bank or Bank’s designated consignee or agent; or (b) delivered to, and deposited in, an ATM and CIT has secured
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the ATM vault and departed from the room or immediate area where the ATM is located.
3.5.8.7. As and when Vendor undertakes ATM deposit pick up
service at separate mutually agreed commercials Vendor shall not be liable for claims, actions, damages, liabilities, losses and expenses, including attorneys’ fees, arising out of or in connection with any ATM Loss, to the extent such claim is the result of (a) the failure of Bank’s customers to properly seal deposit envelopes giving rise to claims for alleged differences in the amount said to have been deposited and the amount Bank actually received; (b) amounts said to be contained in deposit envelopes or deposits opened by Bank and found to contain an incorrect amount;
3.5.8.8. Other than the damages and remedies expressly set forth in
this Cash Appendix, Vendor shall not be liable to Bank, either directly or by pass-through claims of indemnity or contribution for claims of third parties, for any moneys, damages, relief, or remedies, irrespective of whether the claim arises in common law, tort, statute, or equity.
3.5.8.9. If Bank and Vendor are unable to agree upon responsibility
for an ATM Loss, the parties shall escalate the issue to their senior management, who shall meet either in person or by telephone in an attempt to resolve the dispute. If the parties disagree after that meeting, either party may invoke binding arbitration.
3.5.8.10. Cash Reconciliation :
a) Cash difference, if any, has to be reported to the Bank on the next working day. failing which the Vendor shall be liable for the loss incurred by the Bank (if any).
b) Any cash loss to the Bank due to cash shortage in ATMs shall be intimated to the Vendor, with supporting documents/proofs within 6 working days from the date of submission of reports by the Vendor. The Vendor shall respond to such communication within 3 working days from the receipt of the intimation failing which Vendor shall be liable for the said loss. Supporting documents/proofs include but are not limited to :
i. Cash replenishment report, JP logs (only if JP is installed/enabled) / EJ and ATM counters for the time period the variance was discovered and the same report(s) for the previous and post settlement periods.
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ii. Copies of Bank’s ATM reconciliation reports indicating the ATM’s beginning, ending and dispensed totals for the time period the variance was discovered.
iii. Copies of the suspect transactions report. iv. Bank’s calculation of the claimed variance.
3.5.9. Access to Equipment:
Bank agrees that neither Bank’s employees nor any third party shall have access to ATM vaults.
3.5.10. Acceptance and Verification:
3.5.10.1. Bank acknowledges that under the terms of the Subcontract,
the CIT agrees to accept Currency in sealed packages, from Bank or Bank’s designated agent, but may refuse to accept any package, bag that is not securely locked and sealed, and that is not accompanied by a written receipt which contains a statement of the value of the Currency in the package / bag. CIT shall verify the cash in Bank’s premises if Bank provides space and machines for counting of notes. Where Bank does not provide space and endpoint on its premises to count the currency, the CIT shall verify by strap count on next working day of receipt any Currency shipments accepted on Bank’s behalf. Verification shall be performed under videotaped CCTV surveillance or documented dual control. Neither the CIT nor Vendor shall be liable for discrepancies or shortfalls or forged notes within bulk currency bundles and/or mis-strapped denominations. The CIT’s verification of funds shall be deemed final and conclusive.
3.5.10.2. Bank shall cooperate to recover Valuables, including correcting the transaction (debiting the account) of any customer for an ATM Loss due to improperly dispensed Currency as a result of mis-loaded denominations, mis-configured cassettes, or mis-loaded cassettes.
3.5.10.3. Due diligence shall be done by Vendor 's CIT to identify
forged notes. The forged notes found during sorting by the CIT, the same shall be returned to Bank and the Bank shall accept the same. Notes once accepted by either party shall be its sole responsibility.
3.5.11. Notice of shortages, loss and overages; claims :
3.5.11.1. If the reports provided by Vendor, or other records or information of which Bank become aware, reveal a discrepancy (loss or overage), Bank shall give written notice of the discrepancy within six (6) days after the earlier of (a) Vendor’s
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delivery of tapes, reports, or other records which provide sufficient information to disclose, upon reasonable review, the discrepancy; or (b) such time as Bank become aware of the discrepancy through any other means whichever is earlier. This notice is intended to permit Vendor to commence its investigation and does not constitute a claim of loss.
3.5.11.2. Along notice required by Section 3.5.11.1 above, Bank shall provide Vendor with a claim and affirmative written proof of any ATM Loss, subscribed and sworn to by Bank, and substantiated by Bank’s books, records and accounts, within the time prescribed herein. Bank shall retain and provide to Vendor upon request any documentation provided to Bank by the CIT (including but not limited to vault documentation) relating to the ATM Loss, and Bank agree, upon Vendor’s request, to make available during regular business hours Bank’s books, records, and accounts which relate to the alleged ATM Loss, and shall cooperate with and assist in the investigation thereof, including sharing with Vendor all information that any person may have concerning the alleged ATM Loss and the circumstances surrounding the same. Each party’s investigation shall include cooperating with the policies, procedures and requests for information of the internal security departments of the other party. Each party shall make available to the other party all records relating to the ATM Loss including, but not limited to, investigative reports and all records relating to access to the ATM.
3.5.11.3. Unless the notice of discrepancy required by Section
3.5.11.1 above, and a claim and proof of ATM Loss pursuant to Section 3.5.11.2 above, are timely delivered to all addressees specified in Section 3.5.11.4 below, all claims shall be deemed to have been waived. No action, suit or proceeding to recover for any such ATM Loss may be brought against Vendor unless such action, suit or proceeding is commenced no sooner than six months and not later than twelve months from the time a claim is made pursuant to Section 3.5.11.2.
3.5.11.4. All notices and claims (including copies) must be delivered
by express mail, same-day or overnight courier providing proof of delivery. Notices shall be deemed given on the day received, and must be addressed to the parties as under:
Bank
OEM/Supplier
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3.5.12. Recovery of losses:
3.5.12.1. In case of any ATM loss (es), discrepancy/ difference in the
report generated on the ATM and the physical/actual cash, if after Vendor investigation (as stated in clause 3.5.11 above), it is proved that the shortage/difference of cash, if any, between the report generated and the physical cash, is on account of the lapses on the part of the CIT, Vendor shall make the payment within 10 (ten) days from the day it is proved.
3.5.12.2. Vault Loss (es) and Transit Loss (es), if any, shall be by made good by Vendor to BANK within 60 (sixty) days of occurrence of such loss without waiting for admissibility or settlement of the insurance claim. If the Vendor fails to make such payment with the said period of 60 days, then Bank reserves the right to recover the same by invoking the Bank guarantee submitted pursuant to clause 7 above.
3.5.12.3. Defrauded amount if any, shall be by made good alongwith interest thereon at Banks’ prevailing clean overdraft interest rate at material time alongwith penalty at the rate of Rs.10000 per Rs.one lac or part thereof, by Vendor to BANK within 30 (sixty) days of occurrence of such fraud without waiting for admissibility or settlement of the insurance claim, if any. If the Vendor fails to make such payment with the said period of 30 days, then Bank reserves the right to recover the same by invoking the Bank guarantee submitted pursuant to clause 7 above.
3.5.13. Service Limitations:
If Service is required on ATMs under circumstances that could jeopardize the safety of Vendor personnel (such as calls to ATMs requiring work in the open, where lights are burned out, or where other dangerous conditions exist), Vendor reserves the right to reschedule or to refuse service. Vendor shall use its best efforts to notify Bank immediately if these circumstances apply. Vendor may recommend changes Bank can make to the ATM site designed to improve safety and enable Vendor to service the ATM without limitation. If at any time Vendor notifies Bank that an ATM site is a “high risk” location that represents a safety risk, thereafter at its option Vendor may either refuse to service ATMs at that location, or increase their service rates to reflect the cost of providing protective measures until the condition(s) creating the risk have been corrected. 3.5.14. Bank’s Responsibilities:
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3.5.14.1. Bank shall open a zero balance BGL account in name of Vendor appointed CIT for issuing cash.
3.5.14.2. Bank shall provide the required cash (as per denominations as mentioned in indents raised by Vendor) of ATM fit cash before 12 PM to the CIT.
3.5.14.3. Cash shall be issued by Bank from one or more designated branch in each city identified for this purpose.
3.5.14.4. In case of overnight vaulting not available at a partiular Centre, where cash replenishment is outsourced, the Bank approve of Branch-to-ATM loading.
3.5.15. Contingency Arrangements:
The Vendor must have in place an appropriate and viable Contingency Plan to arrange for alternate service providers in case the subcontractor managing the Cash Replenishment Services for them is, for any unforeseen reason, unable to extend the services temporarily or otherwise.
ANNEXURE - 1 CRITERIA FOR SELECTION OF CRA/CIT 2. Vendor may subcontract the activities for Cash Replenishment Services
(CRS)/Cash Evacuation Services (CES) to reputed Cash Replenishment Agencies (CRA)/Cash–in-Transit Agencies (CIT), On subcontracting the above referred activity, Vendor shall ensure to fulfill the following criteria as under:
2.1 General 2.1.1 CRA shall be registered as a company under the Indian Companies
Act 2013. 2.1.2 Cash replenishment shall be one of the main/core activities of the
agency with at least 3 years’ experience in handling the activity. 2.1.3 CRA shall be engaged in cash replenishment in ATMs/CDs at a
minimum of 50 centres and/or 5000 ATMs across the country for a minimum of 3 banks at least for last 3 years. Certificate of good performance from these banks shall be submitted to Bank’s LHO/Head Offices of Associate Banks.
2.2 Financial 2.2.1 Financial net worth of more than Rs.50 crores
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2.2.2 MS Vendor shall obtain copies of CRA’s last 2 audited balance sheets and certified copies of annual reports and submit a copy of the same to the respective Local Head Office of SBI/ head office of the Associate bank.
2.3 Premises 2.3.1 All Cash Replenishment Agencies (CRAs) shall be required to have
certain basic infrastructure, resources and other assets / equipment to be in a position to provide the Cash-in-Transit / Cash Replenishment/ Cash evacuation & other associated services to the Bank.
2.3.2 Premises Location: The premises shall be located to ensure safety
of operations. This shall include areas closer to withdrawal centres; police stations; or areas with good connectivity.
2.3.3 Vault: The premises shall be sufficiently sized to include 2
physically independent areas: 2.3.3.1 Cash processing/handling zone: This zone shall accommodate space
for cash deposit, collection, sorting, and counting and delivery/dispatch cash on secured vehicles.
2.3.3.2 Cash Vault: A secure area to store cash. The area shall be as per
following norms. 2.3.3.2.1 In smaller cities with limited overnight vault operations and
overnight vaulting requirements of less than ₹10 crores, a strong room with defender safes is necessary.
2.3.3.2.2 At operation centres with overnight vaulting requirements between
₹10–100 Crores, vaulting facility shall be created as per RBI C Class vault norms.
2.3.3.2.3 At large operation centres with overnight vaulting requirements of
greater than 100 Crores, vaulting facility shall be suitably enhanced. 2.3.3.2.4 All overnight vaulting facilities shall have provision to store currency
of multiple banks in separate and exclusive bins. 2.3.3.2.5 Vendor shall verify vaulting facility and overnight holding pattern
before outsourcing work to the CRA and submit a certificate to the Bank to this effect. Bank may also verify vaulting facility to ensure the adherence to prescribed norms.
2.4 Security at premises: Following basic security aspects shall be followed at
the premises:
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2.4.1 Premises shall be under 24x7 electronic (CCTV) surveillance and monitoring by the armed private security guards.
2.4.2 Cash processing and vault areas shall have restricted and
controlled access (preferably through interlocking systems and frisking). Vault operations shall always be done under dual custody.
2.4.3 Main vault area shall adhere to all safety norms like firefighting
systems, smoke detection systems, Emergency lighting, Control room for monitoring the movement of vehicles, Auto-dialer and Burglar security systems.
2.4.4 Office space: Separate workspace, sufficient for the staff of the
branch to attend to day to day work. 2.5. Cash transporting Van: The CRA shall be operating a fleet of not less than 500 own cash
transporting vans across India. 2.5.1 Layout: Typical van layout shall conform to the following basic
characteristics: Make - LMV (Light Motor Vehicle) or any other vehicle of similar type. Van should have 2 independent compartments. Compartment for storing
cash shall be physically separated and locked from passenger compartment.
2.5.2 Security: Vehicles shall adhere to the following minimum security
guidelines to ensure safe passage of cash and other valuables: 2.5.2.1 Each van shall be monitored at all time through a redundant
communications protocol. In addition, in case possible, the van’s movement shall also be tracked at frequent/periodic intervals. Van shall have a GPS installed and controlling technology for disabling / immobilizing the van whenever required.
2.5.2.2 The cash compartment shall be inaccessible from outside the van
unless operated internally by the custodians through manual/ electronic lock. Cash compartment shall be specially reinforced with steel with only one door. Each of the cash boxes shall be secured to the floor with separate chains and have 2 padlocks that can be opened or locked only by using separate keys available with different custodians. Cash for each bank shall be carried in a separate box with the name of the bank written on it.
2.5.2.3 Vans shall be equipped with hooters, fire extinguishers and
emergency lights to ensure quick reaction in case of an attack.
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2.5.2.4 Cash Replenishment Agencies shall ensure that Cash vans shall
not carry more than Rs.5 Crores per trip. 2.5.2.5 Security vans shall compulsorily be deployed for carrying cash of
value more than Rs.5 lakhs per trip. 2.5.2.6 Size of the crew for the security van Driver - 1 Security guards – 2 ATM Officer / Custodians – 2 Loader – 1 (optional) 2.5.2.7 CRAs shall enhance / adjust the crew complement with consent of
the Bank based on cash load and risk assessment in the specific geography of operation.
2.5.2.8 Wherever possible (especially at Metro and big cities where Bank
has more than 15 ATM/CD/CDM/Cash Recycler) CRA shall provide exclusive van for cash related activities of the Bank.
2.6 Recruitment of Operational staff: Protocols stated below shall be followed
to minimize loss due to fidelity/employee errors and also improve quality of operations:
2.6.1 All employees on company’s/Vendor’s payroll shall comply with
minimum wage, PF, ESIC norms as applicable based on their skill levels. HR department shall conduct a thorough scrutiny of employee credentials
before selection. Pre-recruitment formalities shall include Police verification of the employee.
2.6.2 Training facilities for imparting necessary trainings for all categories
of staff shall be set up. Compulsory induction training of 80 hours shall be imparted as a combination of class room training and on-field training. Refresher training shall be conducted once every year.
2.6.3 Necessary registration from ESI/EPFO, as applicable, is mandatory. 3. Bank shall undertake periodic verification of cash held on its behalf by the
CRA. The Vendor shall ensure that cash verification by Bank’s officials / authorized agents is allowed by the concerned CRA.
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ANNEXURE - 2
Cash Withdrawal Requisition Slip Voucher No. : Bank : Order No. : Operation Dt. : Order Date : Replenishment Type : Scheduled / Emergency Please disburse Rs. (in figures) ____________________ Rs. (in words)
________________ ________________________to our representatives whose signatures are attested below :
Denomination Pieces Amount (Rs.)
required 1000 500 100
Total Remarks :
_________________________________________________________________
Attested Signatures of Cash withdrawees : Custodian 1 : __________________________ Custodian 2 :
_________________________ Signature : ____________________________ Signature :
___________________________ ……………………………………………………………..
……………………………………………………………….. (Authorised Signatory – I) (Authorised Signatory – II) OPENING VAULT BALANCE Rs. (in figures) ____________________ Rs. (in words)
______________________________ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . CASH ACKNOWLEDGEMENT RECEIPT Amount of Cash received by
Denomination Pieces Amount (Rs.)
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required 1000
500
100 Rupees in words :
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ANNEXURE - 3 SCHEDULED CASH ORDER Order No. : Bank Name : Order Date : Region : Collection Date : Carrier : Replenishment Date :
Sl. ATM ID Location Priority Code Denomination (Rs.) Total Amount 100 500 1000
Total Amount : (Less) Cash in float with CIT : Amount to be withdrawn by Bank :
Note Collection date means the date carrier shall collect cash from the Bank. Replenishment date means the date carrier shall replenish cash for the
corresponding ATM. NT : New takeover Priority : H – High, M – Medium, L – Low Denomination load is subject to balance in ATM.
Prepared by :
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ANNEXURE – 4 Daily End of Day Activity Report
ATM ID CITY DATE CBR TIME
Count Amount Count Amount
1000 X 1000 X
500 X 500 X
100 X 100 X
50 X 50 X
Count Amount Count Amount
1000 X 1000 X
500 X 500 X
100 X 100 X
50 X 50 X
Count Amount Count Amount
1000 X 1000 X
500 X 500 X
100 X 100 X
50 X 50 X
Date Txns from Txns to Date Txns from Txns to
Custodian 1 : Supervisory Entry :
Custodian 2 : Supervisory Exit :
OPENING CASH BALANCE (A) CASH DISPENSED (B)
Total Total
(C) Balance as per proof (A - B)
PHYSICAL CASH COUNT (D) CASH IN PURGE BIN (E)
Total Total
(F) Total of Physical Cash and Purge Bin (D + E)
Shortage (C - F < 0) = Overage (C - F < 0) =
TOTAL CASH REMOVED / LOADED (H) CLOSING BALANCE ( H +/- F)
Total Total
AUDIT ROLL DETAILS
Available Audit Rolls Missing Audit Rolls
LIST OF ENCLOSURES
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ANNEXURE – 5 (a) CASH RECONCILIATION & REPELNISHMENT REPORT (C3R)
(b) OVERAGE & SHORTAGE REPORT (OSR)
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(c) VAULT CLOSING BALANCE (VCB)
APPENDIX-O
BANK GUARANTEE FOR CASH REPLENISHMENT SERVICES This Guarantee is made at Mumbai on this ____ day of ______, 201 by
_____, having its Registered / Head Office at ______(hereinafter called the “Bank”, which expression shall, unless repugnant to the context or meaning thereof, shall mean and include, its successors and assigns) in favour of State Bank of India, a body corporate constituted under State Bank of India Act, 1955, having its Corporate Centre at State Bank Bhavan, Madam Cama Road, Nariman Point, Mumbai – 400021 and having its Global IT Centre at Sector-XI, CBD Belapur, Navi Mumbai - 400614 (hereinafter called “SBI”, which expression shall, unless repugnant to the context or meaning thereof, shall include its successors and assigns).
WHEREAS ………………….., having its registered office at __________ and its corporate office at ____________ (hereinafter called the " Vendor " which expression shall unless repugnant to the context or meaning thereof shall mean and include its successor and assigns), has entered into Agreement for Managed Services of ATMs dated ……………… with SBI (hereinafter referred to as the MS Agreement) whereby _______ has agreed to provide managed services for the ATMs handed over by SBI.
AND WHEREAS under the MS Agreement, ___________ has, inter-alia, agreed to provide Cash Replenishment Services upon the terms and conditions stated in Appendix – G titled as “Cash Replenishment Services” (Cash Services Annexure).
AND WHEREAS in accordance with clause 7 of Cash Services Annexure, Vendor is required to furnish a Bank Guarantee for the sum of Rs. ………………../- (Rupees …………………………………. only) securing its
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obligations in respect of vault loss and transit loss while providing the Cash Services in accordance with the terms of Cash Services Appendix. Such Bank Guarantee is required to be valid till the validity of MS Agreement i.e. till ……………….. In the event of failure on the part of Vendor to pay for cash losses as per the terms and conditions of the Cash Services Annexure, SBI shall be entitled to invoke the guarantee.
AND WHEREAS the Bank at the request of Vendor agreed to issue in favour
of SBI this guarantee for Rs. …………………………/- (Rupees ………………………………………. only).
IN CONSIDERATION OF THE ABOVE PREMISES 1.(a) We ___Bank shall on written demand(s) from time to time from
SBI stating that the amount claimed is due by way of cash loss suffered by the SBI without protest or demur or without reference to Vendor and notwithstanding any contestation or existence of any dispute whatsoever between Vendor and SBI, pay to SBI forthwith the sums so demanded by Bank in each of its demands, not exceeding an aggregate amount of Rs. Rs. …………………………/- (Rupees ………………………………………. only).
(b) Any notice/communication/demand from SBI to the effect that there has been failure on the part of Vendor to fulfill its obligations to pay for the Cash Loss under the Cash Services Appendix shall be conclusive, final and binding on the Bank and shall not be questioned by the Bank, in or outside the court, tribunal, authority or arbitration as the case may be.
(c) This guarantee shall be a continuing guarantee during its currency. 2. We, ______________ Bank, HEREBY FURTHER AGREE & DECLARE
THAT: (a) Any neglect or forbearance on the part of SBI to Vendor or any indulgence
of any kind shown by SBI or any change in the terms & conditions of the said Cash Services Annexure shall not in any way release or discharge the Bank from its liabilities under this guarantee.
(b) This guarantee herein contained shall be distinct and independent and shall be enforceable against the Bank, not withstanding any Guarantee or Security now or hereinafter held by SBI at its discretion.
(c) This guarantee shall not be affected by any infirmity or absence or irregularity in the exercise of the guaranteeing powers by or on behalf of the Bank or by merger or amalgamation or any change in the constitution or name of the Bank.
(d) This guarantee shall not be affected by any change in the constitution of SBI or Vendor or winding up / liquidation of Vendor, whether voluntary or otherwise.
(e) SBI can make its claim in one or more events within the total liability of the Bank.
(f) Notwithstanding anything contained herein:
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(i) Bank’s liability under this Bank Guarantee shall not exceed Rs. …………………………/- (Rupees ………………………………………. only).
(ii) This Bank Guarantee shall be valid upto ……………………………; and (iii) The Bank is liable to pay the guaranteed amount or any part thereof
under this Bank Guarantee only and only if SBI serves the Bank claim or demand on or before ……(3 months from the date of expiry of this BG)...... .
(iv) The guarantor, under its constitution, has powers to give this guarantee and Shri ________ (signatories) Official(s) / Manager(s) of the Bank who has / have signed this guarantee has / have powers/authority to do so.
IN WITNESS WHEREOF THE Bank has caused these presents to be signed
at the place and on the date, month & year first herein above written through its duly authorised official.
Signed and Delivered _________________ Bank , Mumbai
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4. Existing makes and models as well future endpoints to be procured: (Services to be provided by Solution Provider)
(For details, please refer point No. 2.2 of Annual Technical Support by Solution Provider)
Solution Provider/Endpoint Provider (L1) selected for supply of the make of the endpoint are required to provide the services for testing and integration of endpoints with solutions and pilot as per Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule – Table : II and implementation/roll out of solutions of same, free of cost for all models of same make within the timelines. eg : Solution Provider/Endpoint Provider(L1) is selected for the supply of “Alpha” make and “Beta” model to the Bank. Solution Provider/Endpoint Provider(L1) shall provide their services for testing and integration of endpoints solutions pilot as per Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule – Table : II and implementation/roll out of solutions of same, on all the models (eg.”Beta”, ”Gama”, “Thita” ) of “Alpha” make free of cost However, Solution Provider (L1) will be entitled to Cost of Post Implementation cost.
4.1. Pre-Implementation support for Integration, Testing and pilot as per
Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule – Table : II with all required functionalities with solutions:
Develop and customize the MVS and EPS and other agents with reference to each model and its variants and have synergy with the existing/future endpoint-OEM for pre-implementation testing mutatis mutandis on the line of new endpoints procured under the RFP and meets all the requirements specified in the RFP. Pilot as per Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule – Table : II under the live environment for its successful run with all functionalities including functioning of camera. All services covered under 2. / 2.1.1+++
4.2. Implementation Support:
4.2.1. It’s at the discretion of the Bank to utilize the services of either Solution Provider or any other vendor or existing endpoint provider for successful rollout/installation of solutions (viz.MVS/EPS/any other Banks’ provided agents) at the existing endpoints. If Bank utilizes the services of Solution Provider for the said purpose, he shall be entitled to claim the payment for the said services as quoted in the price bid.
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4.3. Post Implementation ATS Support:
4.3.1. Post implementation of Solutions-MVS-EPS at the endpoints, all responsibilities relating to endpoints (except its Hardware) shall rest with the Solution Provider for ensuring the uptime. The Solution Provider will be required to service and maintain these machines on the same lines as the new endpoints to be procured under this RFP and will be subjected to all penalties except those relating to Hardware. Hardware faults are required to be logged with respective endpoint OEM Vendor/supplier and to be followed up rigorously till its resolution.
All services covered under 2. / 2.1.2+++
4.4. Managed Services:
From the date of roll-out of Solution-MSV-EPS at the endpoint, Solution Provider (L1) should take-over and provide managed services as defined in this RFP in respect of all existing endpoints as well as new endpoints to be procured under this RFP at the same rate per endpoint per year as applicable for the new endpoints procured under this RFP, to be paid proportionately to the both the vendors (handing over / taking over). All services covered under 3. Managed Support Services.
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PART II : Multi-Vendor Software Solution (MVS), Endpoint Protection Solutions (EPS) and Online Monitoring Solution (OMS):
(All three solutions taken together termed as Solution or Solution(s) or Solutions) To read in conjunction with Technical specifications given in Appendix – 4.2 Centralised Solution(s) and its agent(s) should meet following broad requirements not only for new endpoints to be provided under this agreement but also for existing as well as future endpoints to be procured: 5. Requirements: MVS, EPS, OMS :
5.1. General Requirements:
The Bank has a complex network of around 55000+ ATM/CD/CDM/Recycler/Smart ATM/Kiosk of diverse make and model with their respective application software. In view of endpoints of multi-vendors, monitoring, maintenance and support of such diverse endpoints become very complex and time consuming. Any new deliverable requires proper testing in all makes and models (existing and future), thereby makes the deployment of the same very complex and difficult. Hence, the Bank is looking for a flexible Multi-Vendor Software platform for self-service endpoints, with abundant and full-scaled graphical development tools. It should allow fast and flexible adjustment of transaction flow on banking endpoints. It should support fast and easy integration across multi-channel endpoints to reduce cost and risk for new services; and to react to customer’s expectation in a faster time for both current and future functionalities With a view to implement the best industry practices & in view of various malware attacks, the Bank desires to procure a solution which will serve as an ATM endpoint security solution for all the Endpoints (i.e. ATMs/CDMs/Recyclers/Smart ATMs). The Bank wants a solution which integrate seamlessly with the variety and flavors of endpoint makes and models which Bank has. The solution may not necessary be a single module but can be a bundle of modules which satisfies the technical criterion laid out by the Bank as a part of this RFP. The selected vendor shall supply, implement, integrate, customize, troubleshoot, maintain and manage solutions and related infrastructure and provide support to users on day to day basis. Solutions should not have any restriction on number of users or concurrent users or number of terminals. Solutions may be used from a central location or from Circle/Zone/Region/branch of State Bank of India/any subsidiary of State Bank of India or any permitted location of Vendors.
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The selected bidder shall not charge any additional charge in case if the Bank wishes to change/upgrade the Switch Vendor or Switch Solution or Switch. Software solution should support all Industry standard switches. All licenses for central solutions should be provided in the name of Bank and should be enterprise wide perpetual, for 100000 endpoints and unlimited users. Client license for MVS and EPS will be based on the actual utilization of licenses at the endpoints. In case existing machine (where client license is used) is replaced with another machine, the same license will be considered to have been used without any additional cost unless the existing machine put to use again. The Bank may procure only part of the number of licenses, based on the technical feasibility or economic viability of our Brown Label ATMs-MOF + Total Outsource Model (18500) and 170 endpoints at foreign centers ( 11 countries), as determined by the Bank. In such circumstances, payment will be made only for the number of licenses procured, on the basis of the unit cost mentioned in the price bid. Testing of existing endpoints
The selected bidder is responsible, for testing / integration for Multi Vendor Software , endpoint protections and Online Monitoring solutions as per RFP for endpoint supplied under this RFP as well as at various existing makes and models of the endpoints specified in the RFP and should possess/arrange (at no additional cost to the Bank) for relevant expertise of various makes and models of endpoints required for its successful integration, testing and working of endpoints without any impact on endpoints or its functionalities.
5.2. Solutions/software requirements:
• Solution shall be fully parameterized and any change in future which would have been handled using parameters/configuration change shall be done without any additional cost to the Bank.
• Errors, bugs detected required during the term of the contract in software solution or as a part of customisation/enhancement/upgrade should be immediately resolved by the Solution Provider (maximum of 5 working days), and sign – off for the same will be obtained from the Bank without any additional cost to the Bank. However, workaround solution should be provided ON THE SAME DAY, in respect of errors and bugs affecting the functioning of the Bank.
• Customisation as per Regulatory and Auditaudit requirement (Bank’s internal / external /RBI/IS Audit or any other audit or as per IS Policy of the Bank) to be implemented as per Bank’s requirement without any additional cost to the Bank.
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• The Bidder agrees to provide Enhancements as are necessary for the successful implementation of the Project. If such Enhancements are effected by the Selected Bidder or the Software owner / licensor at their discretion, or because of any change in law applicable to them, the Bank shall not be required to pay any license, charge or fees or cost or any expenses for such Enhancements.
• Upgrades would include product releases made by the Selected Bidder to incorporate technological changes, consolidating all bug fixes, consolidating all Enhancement requests made by the Bank without any cost to the Bank.
• Any other Customisation (Code Change)/Enhancements other than specified in the RFP will be governed by Change Request. Vendor should provide detailed Functional Specification Document with effort estimates (man days) to the Bank including code change requirements, impacts, affected applications, testing, time require to implement changes etc. Efforts estimates will be examined by the Bank and will be mutually agreed (No. of man days), which will be paid as per man-day for customisation which will be arrived at the rate of Senior Resource per month for OATS divided by 22 as per reverse auction price bid and will be paid on successful implementation of changes. Although timelines will be mutually agreed but the Bank will have final say in fixing the time in respect of priority requirements.
• Vendor should follow standard coding/development/ scripting/customization and practices/processes with proper documentation for automation/integration of any of the services in scope. All such developments should meet the functional, security, performance & regulatory requirements of the bank.
• Vendor should support all the solution in scope irrespective of the versions Configuration/Customization/development of scripts for automated replication.
• Provide Source code customisation and configuration of the all modules of the solution proposed.
• Detection, control, resolution & documentation of abnormal conditions (Program errors, System errors, Operator errors, Network errors, Hardware errors software errors etc.) should be built in to the system designed & developed by VENDOR/Partners for the entire infrastructure, solution & implementation.
• Automated Custom notifications and Escalations
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5.3. Technical Requirements:
• Solutions should have DC, DR , UAT, Pre-production, Training and Development environments.
• Solutions and its setup should pass Bank Security Review and UAT. Selected Bidder shall have to ensure timely completion of Security Review and UAT and closure of vulnerabilities / observations reported. Closing the vulnerabilities in application code or architecture will be the responsibility of the Solution Provider.
• Solutions supports the endpoints having Operating system: Windows XP, Windows 7 and latest version supported by various ATM Vendors.
• Support CEN-XFS version 3.0 and above, NDC, DDC, ISO8583 (1987 and 1993 formats), SNMP, SOA
• Solutions should be available for all make and models of the endpoints procured by the Bank under Phase X or later.
• Solutions should support contactless transactions
• Solutions should support biometric transactions.
• Solutions should support QR Code based transactions
• Solutions should support OTP based transactions.
• Based on Service Oriented Architecture to interface with XML/HTTPS, REST style web services, SOAP/HTTPS web services, ISO 8583
• Design and Development Tools with SDK for coding
5.4. Security Feature Requirements:
• EMV Level 2 certified
• PA DSS compliant
• 3DES, MAC, and 2048-bit common encryption compliant
• Automatic remote key downloading to be done through the switch with MVS supporting the same.
5.5. Integration, Migration Requirements with existing systems:
• The software solution should have small overhead & must integrate support seamless with applications / software / agents / various makes and models of endpoints and with other Channels and host systems.
• The bidder will have to provide and install the required software /patches fixes/upgrades as and when available at the endpoints and trouble shoot the same in time-bound manner to ensure the endpoints are always up and running.
• Solutions should be easy to install and low operational overhead.
• Solutions and infrastructure on which it is running should be configured and integrated with Security Operating Center (SOC), Privileged Identity Management System (PIMS), IT Asset Management (ITAM), IT Service Manager (ITSM), Data Access Management, Network Access
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Control, Command Center, Incident Management Tool, Version Control, DevOps Tool and any other application advised time to time advised by the Bank.
• Solutions should be compatible with IPv6 and should be deployed on IPv6 Protocol.
• Management Center Incident Management System (as a part of OMS) should be integrated with Bank’s Monitoring System, Incident Management System, Feed Distribution System based on availability of endpoints and its penalty can be calculated. In addition, additional features available in the bidder Management Center which are not covered under the Bank Monitoring System should also be made available which can enable the Management Center for resolution of issues, vendor management and improve the uptime of endpoints. Management Center Incident Management System should have provision to log call, generate ticket based on email, SMS, Call or IVR or mobile or through web. In case, Bank changes the existing Monitoring System, vendor should integrate with new monitoring system without any additional cost.
5.6. Audit Trial Requirement:
Solutions should have provision to log each activity performed by the user/fraudster. Solutions should provide audit log reporting and analysis Tool.
5.7. Performance Requirement:
Solutions should provide availability of 99.95 % uptime and should not impact the uptime of endpoints.
The centralized solutions which will be providing the dashboard and hardening should consume minimum bandwidth while pushing the hardening policy at endpoint.
There should not be any lag while the policies are pushed from central console to the endpoints or while Hard Disk is being encrypted during the customer transaction.
5.8. Business Continuity Requirement:
Solutions be deployed at DC and DR Centre in active – active or active-passive (RTO should be less than 30 minutes and RPO should be less than 5 minutes) mode.
5.9. Scalability Requirements/Milestones:
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Solutions should be able to handle 85 million transactions per day with peak Transaction Per Second [TPS] of 2500. Solutions should be able to drive one lac endpoints.
5.10. Limited Trial / Pilot Requirements: Solutions with endpoint to be supplied will be first pilot as per Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule – Table : II at locations specified by the Bank in live environment, the details of which will be advised to selected bidder. Only after acceptance of successful completion of pilot implementation with the demonstration of required features, the final purchase order will be issued to the selected bidder. 5.11. Robustness:
Solutions solution should be reliable and robust.
Solutions should be capable of supporting any new applications / software / agents / models of all makes or any new hardware or software configuration.
5.12. Regulatory and Compliance Requirements:
• Solutions should meet existing and future national and international regulatory/compliance requirements without any additional cost to the Bank.
• The software developed or customized should follow a standard development process to ensure that it meets functional, security, performance & regulatory requirements of the Bank.
• Selected Bidder must conduct all activities in compliance with Bank’s IT/IS standards and policies and the prevailing legal and regulatory framework. The activities should be carried out with proper authorization from Bank.
• Promptly Compliance and closure of any observation(s)/finding(s)/ recommendation(s)/Query(ies) of any Audit/Concurrent-Audit/Management Audit/Information Security Audit/External Audit/Inspection and Management Audit or IT Risk Management or IT Compliance or Information Security Department of Bank//PSS-Act/Comprehensive Security Review/ RBI/IBA/GOI /SOC Observations-Alerts-VA-PT/any regulatory authority etc. which shall be advised from time to time by the Bank to the selected bidder in respect of Solutions provided and Solutions setup.
• IS security review of the solution(s) will be carried out as per Bank’s policy and the Vendor should close the observations within stipulated time frame.
• The Vendor should comply with Bank’s IS Security policy in key concern areas relevant to the RFP. Some of the areas are as under:
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o Hardware/software/Operating Systems/ Databases etc to be configured as per Banks Secured Configuration Document.
o Backup/restore of media should also comply with bank’s information
security policy.
o Security and access services activities will follow security standards that shall be as per Bank’s IT/IS Policy. Adequate consideration of access control & security administration should be there.
o Access to information and Information Systems including applications,
operating systems, database, and networking / security devices should be provided to users only after proper authentication. The allocation and use of privileges should be restricted and controlled.
o Implementation of encryption/decryption mechanism for sensitive
information on all the layers of the implementation in consultation with the bank.
o If some work is carried outside the Bank premises (offsite), it should
comply with the Bank’s confidentiality & information security requirements along with this bank will also have the right to carry out audit or appoint any third party to carry out audit of any such location/premises/work.
o Vendor must comply with all such guidelines in consultation with the
Bank.
o Compliance to IS recommendations and regulatory requirements of Foreign Offices/ any other Auditing body as engaged directly or indirectly by the Bank.
o Infrastructure will be subjected to security/performance audit from Bank
and/or external agency appointed by the Bank. It shall be responsibility of the selected bidder to co-operate and provide necessary information and support to the auditors.
o Appropriate controls (Application controls, Controlled processes &
procedures Audit trails) should be applied to reduce the risk on project assets.
o Standard auditing functions as supported by the respective hardware,
software, and database should be enabled to ensure system audit ability.
o Appropriate audit trails should be there in each process/application/OS
of the Project. Audit trails should include the information like time, date,
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details of change in fields; report along with the person who performed the modification, etc.
o Proper Audit logs, Audit trails.
o Vendor acknowledges that the sensitive information of customer (e.g.
Card Data, CVV etc.) will be kept confidential & protected.
o Security requirement of the Bank will be shared with the successful bidder
5.13. IT Controls :
Proper controls should be maintained to ensure the security (Confidentiality Integrity & Availability) of the sensitive & critical data/information and operations, controls may be as follows:
o PREVENTIVE :
Classification of information. Segregation of duties. Control access to physical facilities Access control mechanism that allows only authorized users/personnel to access data/information. Use of encryption to prevent unauthorized disclosure of data (e.g. Password protected reports)
• DETECTIVE:
Hash totals. Error messages over tape labels. Internal audit functions. Automated Review of activity logs to detect unauthorized attempts. etc.
• CORRECTIVE: Contingency plan. Backup procedure. DR and Business Continuity Etc.
5.14. Business Functionalities:
Solutions to support following business functionalities and should be capable of handling the functionalities required by the regulator or by the Bank.
1) Cash Withdrawal 2) Cash Deposit
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3) Cheque Deposit (Not limited to envelop deposit) 4) Standing Instruction 5) Loan Account enquiry 6) Fixed Deposit
7) Bunched Note Acceptance 8) Balance Enquiry 9) Mini-Statement 10) Card to Card Transfer 11) Card to Account Transfer 12) Account to Account Transfer 13) B 2 B
14) Visa Money Transfer 15) Biometric Based Authentication 16) Institutional Fee Payment 17) Bill Payment 18) Trust Donation 19) PIN Change
20) Fast Cash
21) Mobile Number Registration 22) Mobile Top-UP 23) Mobile Banking Registration/Deregistration 24) SBI Credit Card Bill Payment 25) SBI Credit Card Cash Withdrawal
26) Prepaid Card Cash Withdrawal 27) Prepaid Card Balance Enquiry 28) SBI Life Insurance 29) Cheque Book Issuance 30) Stop Cheque enquiry 31) Internet Banking Request Approval 32) Aadhaar Number Seeding
33) Cash increase/decrease/short/ excess Admin Transactions using admin card
34) Channel Manager visit registration
35) Dynamic Currency Conversion during transaction 36) Failure Alert (decline response code/reason) 37) Idle Screen / Advertising 38) Cash Recycling
39) Quick Cash 40) Instant Money Transfer
5.15. Training:
The bidder will have to provide the training to the Bank/ vendor officials related to its solutions (Central and Endpoint) once in every year (in two batches) during the term of the project, on date and time decided by the Bank for a maximum duration of 7 days. The cost of training is to be borne by
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Solution Provider. The scope of the training given under is illustrative but shall be not limited to the followings:
Scope Site No of Trainees
i. Installation and configuration of the each modules of the Software solutions
ii. Solution Architecture iii. Operations/functionalities of all
modules of the software solutions iv. Interface integration with other
systems v. Use of design Tool and its campaign
Management. vi. Overview of each simulator vii. Administration of software solution
and related data handling/extract etc. viii. Analysis of audit logs,
Troubleshooting process of each module of the software solution
ix. Production Setup, DR Setup, UAT, Pre-production and development Setup and its environment
x. Backup configuration xi. Changeover to DR xii. Hands-on for the functionalities of the
each module xiii. Training to the Endpoint Suppliers on
installation, reinstallation and troubleshooting of Multivendor Software and endpoint protection solutions at the Endpoint
Onsite , at Belapur or any other place decided by Bank
60
Vendor agrees to provide the training on development / coding in the provided solutions on mutually agreed cost.
5.16. Supports makes and models:
The software solution must work on the following makes and models of endpoints (illustrative and not exhaustive), which are having configuration of minimum Intel Pentium PIV or equivalent processor, 2 GHz speed, 1 GB RAM and Cen XFS 3.0 and above Compliant as also covers the future makes and models Makes Supplier Type Models Phase Window
s
Year
NCR NCR
Corporation
Cash Dispenser Selfserve
22 e
11/12 Win 7 2013
2016
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Diebold Diebold
Systems Pvt
Limited
Cash Recycler
Cash Dispenser
Smart ATM
Opteva 378
D 429 S
Smart ATM
11
12
Win 7
Win 7
2015
2016
WINCOR AGS
Transact
Technologies
Cash Dispenser Procash
280
11 Win 7 2015
HYOSUNG CMS Info
System Pvt
Ltd
CDM/Cash Recyclers
Cash Dispenser
MX8600
Monimax
5600
10/11
10
Win 7 2013
2015
HITACHI LIPI Data
Systems Ltd
CDM/Cash Recyclers
Cash Recyclers
HT-2845-V
HT-2845-
SR7500
10
11
Win 7
Win 7
2013
2015
OKI Securitran
India Private
Ltd/CMS and
Mphasis Ltd
CDM/Cash Recycler RG7 10/11 Win 7 2013
2015
5.17. Support during Warranty and Annual Maintenance Contract:
Bidder should provide and implement all patches / upgrades / updates for Software solution etc. as and when released by the Vendor/ respective OEMs during the warranty and annual maintenance contract without any additional cost to the Bank. Bidder should bring to notice of the Bank all release /version change. Periodical updates should be carried out in consultation with the Bank. Bidder should support older versions of the software / Hardware / OS/ Middleware / database etc in case the Bank chooses not to upgrade to latest version. Bidder should provide maintenance support for Software Solution for the period of seven year (One year Warranty and six year AMC) from the date of Purchase Order. Bidder should provide legally valid software solutions. The detailed information on license count and type of licenses should also be provided to the Bank. The Bidder should keep the Bank explicitly informed the end of support dates on related products and should ensure a support during warranty and AMC period. The bidder to comply with Regulatory and compliance requirements given in the scope of work above as a part of support during the warranty and AMC period.
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6. Multi Vendor Software Solution (s):
• Rich graphical user interface that provides complete visibility of the entire ATM Network.
• Design Tool to create and rapidly deploy content-rich branding to the ATM Network from Central location.
• Remote administration of endpoints.
• Centrally manage distribution of software and branding/advertising (local advertisement or promotional offer or introduction of new service/product)
• Remote Monitoring of every Endpoint working condition, status (up, down, outages etc)
• Support the Multi-lingual display at Screens and Receipt printing.
• Remotely diagnose a fault in Endpoint by providing access to all the information required for problem diagnosis and resolution.
• Regular collection of electronic journal to central location and its parsing as well to view electronic journal directly from Endpoint or from a centrally located repository. Almost Real-time transfer of the EJ data incrementally. EJ parsing as and when EJ data received centrally. PCI Compliance. Masking and hashing of Card Numbers to be done before file transfer as per PCI compliance requirements. To work in low bandwidth and provision of to pull manually.
• Customer transaction shall take precedence over the EJ pulling process and if a transaction occurs while EJ is being pulled; the EJ process shall be stopped to complete the transaction. The remaining part of the EJ shall be pulled after the transaction is completed.
• Provide up-to-date information about ENDPOINT’s Cash levels and Consumables (envelopes and paper rolls) to custodians/solution users.
• Provision for Omni-channel [integration with other Channels].
• Implement TLS to encrypt end-to-end communication from the ATMs. 7. Endpoint Protection Solution (s):
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7.1. Asset Management Solution:
To auto update inventory of the ENDPOINTs with the installation location, its configuration, including hardware and software specifications, ENDPOINT application and EJ agent installed with version numbers.
7.2. Centralised Access and User Management Solution :
• To configure Role-based user accounts on the ENDPOINTs for accessing ATM application and operating system.
• To configure each of the user accounts with the least privilege based principle.
• Forced change of all default user account passwords. To configure Unique passwords to be used for each user account on the ENDPOINT.
• To validate complex Account passwords strength as per the Bank’s password policy.
• To provide Centralised Access Management capability
• To support time bound password management
• To allow remote management of user credential according to strong password and industry requirements.
• To allow time-bound one-time password.
• One Time Combination Password (OTC).
7.3. Operating System Security:
• The operating systems being used should be licensed.
• The Operating system shall be hardened as per OEM recommendations and Banks’s SCD.
• A full hard disk encryption solution shall be provided by the solution provider for all ENDPOINTs. Disk encryption shall be centrally managed.
• BIOS should be configured to boot only from the primary Hard Disk only.
• Under managed services t an inventory for the password management shall be maintained for Centralised Access Control of endpoint.
• Configure local system level firewall rules to allow connections to only ENDPOINT.
• All ATM endpoints and their associated workstations shall be time synchronized.
7.4. Deployment of operating system and its patches :
• The underlying operating system, its software and the ATM application running on the ENDPOINT shall be updated with the latest security patches centrally from time to time.
• The updates and patches shall be rolled centrally by the bank with usage of low bandwidth and where not centralized can be achieved manually.
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7.5. Centralised Management for monitoring:
• Centralised security monitoring setup to monitor all activities of the ATM endpoints.
• The monitoring system shall be capable of collecting real time alerts.
7.6. Log Management :
• The ATM endpoint shall log key events and shall be monitored centrally.
• Access to the logs shall be allowed to authorize users only.
• The logs containing sensitive data such as card holder data or account numbers should be masked or encrypted and securely disposed.
• Event shall be stored for a minimum period of 90 days on the ENDPOINT.
• The ENDPOINT EJ logs should be pulled from the SBI Data Centre.
7.7. Security assessment of ATM endpoints :
• Audit of end points shall comply with the secure policy of ENDPOINT.
• The Bank shall conduct information security risk assessments of the ENDPOINT infrastructure on a sample basis at least once in a year.
• Third party audit certificates shall be submitted to the bank by the vendors annually.
7.8. PCI-DSS Compliance :
• PCI-DSS compliance shall be ensured for the ATM endpoints and their corresponding infrastructure.
7.9. Secure disposal of the data :
• To follow the Bank’s E-waste policy for secure decommissioning of endpoints.
7.10. Security during Servicing and Maintenance :
• Bidder shall ensure that all personnel handling the ATM endpoints are adequately trained and informed about the security practices for handling ENDPOINTs
• The Bank Centralised Access control tool shall maintain a list of service and support personnel authorized to access the ATM sites for maintenance and health checkup. The vendor shall provide a list of authorized personnel who will be accessing the ATM sites.
• Centralised Access Control to ensure that System access for maintenance and related activities shall be permitted only on duration basis by one time passphrase or similar authentication process. The access shall expire once the duration is over.
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7.11. Network Control:
• Implementation of Network Access Control.
• Support to implement segmentation based on the ‘need-to-access’ approach. Identify and allow only those IP/ports/services that are necessary for communication between:
• Payment switch and ATM application servers • Payment switch and ATM endpoints • Any other required network zone to ATM network zone
• Support to configure appropriate firewall rules to restrict access to the critical ATM infrastructure based on identified IP Addresses/ports and services.
8. Online Monitoring Solution(s):
• Summary Dashboard should have drill-down facilities up to endpoint level.
• Should be able to interface with any Banks’/third-party systems, as required at no additional cost to the bank.
• Online Monitoring System with the following requirements should be developed as a Browser-based Application (IE, Edge, Chrome, fire fox etc.) as well as Mobile-based Application ((iOS, Android, Windows) over Intranet, Internet and VPN.
• Implement a solution that delivers industry best practices and process solutions
• Reduce manual processes by leveraging workflow and automation capabilities
A. GENERAL REQUIREMENTS: A.1 Role based User Management
Supports/implements a Single Sign On solution which enables the user access of disparate Online Portal resources through a single, streamline secured authentication process tied in with the bank’s current authentication framework (Active Directory).
A.2 Supports the following user interface(s) over Intranet/Internet/VPN: (a) Browser-based Application (IE, Edge, Chrome, Firefox etc.) (b) Mobile-based Application (iOS, Android, Windows)
A.3 Follows responsive Web design guidelines/standards.
A.4 Allows access for all Internet browsers(Windows/Linux) and mobile applications (iOS, Android, Windows).
A.5 Allows creation of countless dashboards depending on user’s role/business requirements (this includes the capability to change the fields to be displayed within the dashboards).
A.6 Allows user to drill down for detailed information across any entity/fields present (e.g. end-point wise, LHO wise, Module wise, Region wise, Channel wise, fault-wise, connectivity-wise, etc.).
A.7 Allows searching, filtering and sorting on the entities and fields displayed on the dashboard.
A.8 Be able to offer additional/extensive reports for business, technical and operations (both historical & real-time information) as required by the bank at no additional cost.
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A.9 Allows users to change the logic of reports at any time as per their requirement
A.10 Be able to generate ad-hoc reports and exported into popular formats (.xls,.csv, pdf, image, etc.) for a period/duration (as selected by the user).
A.11 Allows interfacing to Device Monitoring, End Security, Software Distribution and additional modules/solutions seamlessly as required by the bank at no additional cost.
A.12 Allows/provide a data analyst tool to help improve the performance characteristics, maximizing ATM uptime and provide recommendations to reduce resource bottlenecks based on historical data.
A.13 Allows/provide for primary filter (as default) set to VIP ATMs. A.14 Allows the filters to be set to the following data (based on availability/applicability):
(a) Region-wise (b) Org Setup-wise (Circle / Admin Office, LHO, etc.) (c) Fault-wise (d) OEM vendor-wise (e) Managed Services vendor-wise (f) Network vendor-wise (g) Capex-MOF vendor-wise (h) Terminal wise (i) Age-wise
A.15 Develop/Allow to add/update categories (in addition to above) in the future, with no additional cost to the bank.
A.16 Develop/Allow data input collection using existing templates/formats based on user provisioning, followed by the bank.
A.17 Allows role-based access (CRUD) provisioning for all components/entities supported through the online dashboard, and related modules(B-I)
A.18 Develop/Allow interfacing with authorized 3rd party mobile applications to gain access to specific modules/sections of the online dashboard, based on role provisioning.
A.19 Develop/Allow call escalation/initiation/updates/closure through web and mobile application, developed as per guidelines provided by the bank.
A.20
Develop/Allow preventive maintenance data entry and update for ATMs, through web and mobile application, developed as per guidelines provided by the bank covering the points/steps as mentioned in Annexure E-1.
A.21
Develop/Allow ATM/Site Engineer to generate a Field Call Report - FCR (as per format decided by Bank) through web and mobile application when a preventive/corrective maintenance is performed at the ATM which needs to be digitally signed off by respective parties and generate a digital version of the FCR for audit purposes.
A.22 All digital versions of the FCR to be stored in the bank-designated repository.
A.23
Develop/Allow site handover/takeover(HTC) data entry and update for ATMs, through web and mobile application, developed as per guidelines provided by the bank covering the points/steps as mentioned in Annexure E-2.
A.24 All digital versions of the HTC to be stored in the bank-designated repository.
A.25
Allow engineer to confirm the PM activities done on-site from their mobile app, synced with their geo-code position at the site and device tests(as part of Preventive Maintenance) done at the ATM.
A.26
All preventive maintenance and handover/takeover activities to be signed off by respective parties involved (ATM/Site Engineer, Bank Official, FLM, etc) digitally with a unique code/identifier as agreed with the bank.
A.27 Develop/Allow data entry and update for ATMs, through web and mobile application, by respective parties(Bank Operator, ATM/Site Engineer, etc)
A.28
Provide details of Endpoint installed with detailed information(Address, Geocode, Brand, Model, SW Versions,etc) as required by the bank through web and mobile application and (digitally) signed of by Endpoint Supplier authorized personnel, in a bank defined format for Endpoint Install Certificate(EPIC).
A.29 All digital versions of the EPIC to be stored in the bank-designated repository.
A.30 Develop/Allow Installation Certificate of endpoint data entry and update for
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endpoints, through web and mobile application, developed as per guidelines provided by the bank covering the points/steps as mentioned in Appendix-10a.
A.31
Develop/Allow endpoint related data collections and its update, through web and mobile application, developed as per guidelines/data elements provided by the bank.
A.32
Develop/Allow data collections, its update and reports based on the data elements available in the database and its update, through web and mobile application, developed as per guidelines/data elements provided by the bank.
A.33 Develop and Support OMS platform and the related modules (B-I) as described below.
B. ENDPOINT SECURITY MODULE/DASHBOARD:
B.1 Display the client version running on terminals, version-wise with drill down-capability up-to record level.
B.2 Display the count and list of terminals whose policies are not updated(age-wise). B.3 Display the # of threats/violations identified and stopped during vulnerability
scans(virus/malware/firewall).
B.4 Display the # of attempted execution/installation of unauthorized software and hardware components.
B.5 Display the status of hard disk encryptions (aligned, warnings, violations) of the security policies, vendor-wise.
B.6 Display the # of scan failures reported from terminals.
B.7 Display the # of white-listed applications, OEM vendor-wise.
B.8 Display the aging list of the white-listed applications running on the terminals.
B.9 Display the # of USB/ports blocked or un-blocked OEM vendor-wise.
B.10 Display the aging list of the blocked or un-blocked USB/ports OEM vendor wise.
B.11 Display the # of access policies maintained across the network, with last update/change metric.
B.12 Able to interface with any third-party systems, as required with no additional cost to the bank.
C. INCIDENT MANAGEMENT MODULE/DASHBOARD:
C.1 Display the # of faults, tickets pipeline, based on the initiation mode (automatic, manual, SMS, Voice Call, Email, etc.)
C.2 Display the availability factor of the ATMs with drill-down capabilities (Overall, Region-wise, Circle/Branch-wise, ATM-wise).
C.3 Reflect the assigned / current SLA metrics stake-holder wise or fault-wise (categorized under controllable/non-controllable factors as decided by bank), with options to filter availability % within 1-3%, and 3+% lesser than the defined targets, by Overall/Region/Circle/LHO/Branch/VIP/Metro/etc.
C.4 Display ticket summary status with drill-down capabilities, filtered by ATM-wise Region-wise, etc.
C.5 Display trending of SLA metrics based on historical data flow, SLA group-wise (Circle, VIP endpoints, etc.)
C.6 Display trending of threshold levels to pro-actively detect failures/outages on terminals.
C.7 Display trending of ticket escalations, based on historical data flow.
C.8 Display disconnect ratios between ticket open/close and engineer onsite check-in.
C.9 Display average response time month-wise on overall faults/tickets. C.10 Display average response time severity-wise, vendor-wise, region-wise, etc.
C.11 Display the # of preventive maintenance activities (with individual detail) done with duration vendor-wise, and comparison with historical information.
C.12 Display the # of auto vs manual dispatches done for consumable/cash replenishments, Overall, Region-wise, Vendor-wise, etc.
C.13 Display the average TAT for response and resolution filter-wise.
C.14 Display the average time taken across each phase during the ticket escalation/dispatch process to help identify/determine the bottlenecks
C.15 Able to interface with any third-party systems, as required with no additional cost to the bank.
C.16 Allow the following actions:
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(a) Able to raise new trouble tickets manually, or based on SMS/Email. (b) Update/Modify trouble tickets status (c) Dispatch jobs on existing trouble tickets (d) OTC generation for controlling physical access to the terminals. (e) Able to close trouble tickets raised manually/automatically. (f) Able to re-open tickets(raised manually). (g) Able to put tickets on-hold. (h) Able to prioritize trouble-tickets (i) Able to perform service analysis on open tickets. (j) Able to perform bulk operations on open tickets.
D. DEVICE MONITORING MODULE/DASHBOARD:
D.1 Display the # of ATMs, by operative (active, inactive) state.
D.2 Display the average up-time of the ATM fleet, vendor-wise, region-wise, circle-wise, etc. for the period/duration (as specified by the user).
D.3 Display the # of ATM component failures and aging analysis.
D.4 Display the threshold levels of ATM/Component and the current positions with trends (to identify/determine possible problems in the future).
D.5 Reflect the assigned / current SLA metrics stake-holder wise.
D.6 Be able to interface with any third-party systems, as required with no additional cost to the bank.
D.7 Display the # of chronic faults and subsequent ATM inactive, for a period/duration (as specified by the user).
D.8 Display network wide cash position (incl. cash outs) and representing data based on individual cassette position, by region, etc. (as specified by users)
D.9 Display the real-time cash position, count of notes for each denomination / cassette at terminal level.
D.10 Display the list of machines with recurring failures(chronic), poor service availability or poor uptime.
D.11 Display trending of SLA metrics based on historical data flow, SLA group-wise (Circle, VIP, etc.)
D.12 Provide visual differentiation for devices/entities by user defined threshold (RED, YELLOW, GREEN)
D.13 Display the list of terminals which are anticipated to have a failure/problem pro-actively based on historical information, before the fatal condition happens.
D.14 Display terminals with no heart-beat response status or transaction status for a defined threshold level.
D.15 Display the CPU/memory/network utilization of the terminal.
D.16 Display the # of time remote restarts were required on terminals for a period/duration (as specified by the user).
D.17 Display the current utilization levels of the system HW (components like CPU, Disk, Memory, Controllers, Bus, LB, Network Card/IP, etc) node-wise or system-wise.
D.18 Display the current utilization levels of the application system SW (processes).
D.19 Display the trend / forecast for both system HW and SW, based on current and historical data.
D.20 Display the # of times the utilization levels have crossed pre-defined threshold levels.
D.21 Display the resource queues, and highlight the long-running queues.
D.22 Display the # of scheduled jobs (incl. backups) and the ratio of completion / in progress / failure status.
D.23 Able to interface with any third-party systems, as required with no additional cost to the bank.
E. SOFTWARE DISTRIBUTION MODULE/DASHBOARD: E.1 Display the # of successful/un-successful software download(payload) activities
performed for a period/duration (as selected by the user)
E.2 Display the # of successful/un-successful software upload(payload) activities performed for a period/duration (as selected by the user)
E.3 Display the total payload(size) for all upload & download activities performed for a period/duration (as selected by the user)
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E.4 Display the payload by comms channel and the average time taken to complete.
E.5 Display the break-up of payloads, file type-wise (video, screens, OS logs, App logs, device logs, etc.)
E.6 Display the average time needed to complete the pending download activities, entity-wise.
E.7 Display the average time needed to complete the pending upload activities, entity-wise.
E.8 Display the # of retries performed for software download activities performed for a period/duration (as selected by the user), connection type-wise.
E.9 Display the # of retries performed for software upload activities performed for a period/duration (as selected by the user), connection type-wise.
E.10 Display the # of manual visits done to perform software updates or retrieve logs, due to software distribution failures, vendor-wise, region-wise, etc.
E.11 Able to interface with any third-party systems, as required with no additional cost to the bank.
F. ASSET MANAGEMENT MODULE/DASHBOARD:
F.1 Display the # of ATMs, grouped by OEM Model type/CPU/Memory or any other parameters from the OEM Hardware specification.
F.2 Display the # of ATMs, grouped by OS version / Application version + patch level (incl. XFS) or any other parameters available from the Software Application.
F.3 Display the software version changes/upgrades applied on the terminal software components for a period/duration (as selected by the user).
F.4 Display the total # of ATMs and relative value and analysis/improvement ratios, based on parameters such as Overall / LHO / Circles / Metro / Semi-urban/ Urban / Rural / VIP / Regular endpoints classifications, as required by the bank at no additional cost.
F.5 Display the aging report of the last update/check done of the HW/SW running on the terminals, and highlight if any failures faced during last attempt.
F.6 Display the next planned Preventive Maintenance activity for those terminals where in the version check update has failed during last attempt.
F.7 Able to interface with any third-party systems, as required with no additional cost to the bank.
G. CAMPAIGN MANAGEMENT MODULE/DASHBOARD: G.1 Display the # and type of campaigns running active, across the ATM fleet.
G.2 Display the # and type of campaigns run on the ATM fleet for a period/duration (as selected by the user) with active/expired status.
G.3 Display the ratio of acceptance / non-acceptance of campaigns, region-wise, BIN-wise, ON-US/NOT-ON-US, etc.
G.4 Display the payload size of each campaign, and campaign changes done for a period/duration (as selected by the user).
G.5 Display the ratio of auto vs manual attempts to deploy the campaign on the terminals.
G.6 Able to interface with any third-party systems, as required with no additional cost to the bank.
H. BILLING & PENALTY MODULE/DASHBOARD: H.1 Allow data entry (thru web/mobile app) for vendor profile and related information.
H.2 Allow data entry (thru web/mobile app) for contracts related information.
H.3 Display the contracts and the associated fees/penalty with entity-based filters, for a period/duration (as selected by the user).
H.4 Display the bills, filtered by paid/due/billable and allow user to drill down for detailed information across any entity/fields present.
H.5 Display the contracts and associated billing ageing-wise, and allow user to drill down for detailed information across any entity/fields present.
H.6 Allow data entry for penalty and applicable contracts/vendors.
H.7 Able to interface with any third-party systems, as required with no additional cost to the bank
H.8 Able to generate report/statement for a vendor or contract for a defined period. H.9 Able to authorize statements for a vendor or contract for a defined period.
H.10 Able to create/generate/authorize/delete adjustments on existing statements
H.11 Able to calculate penalties automatically, based on the SLA levels and associated
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penalties as defined in the contracts. (a) Based on terminal availability data (b) Based on EJ availability data (c) Based on Cash availability data (d) Based on new criteria as defined by the Bank.
H.12 Able to calculate licenses value, for each module (EP/SP) as defined in the contracts with penalties.
H.13 Able to calculate resource cost/bills for each ATS, as defined in the contracts with penalties
H.14 Able to calculate resource cost/bills for each OATS, as defined in the contracts with penalties.
H.15 Invoice generation as per the payment schedule of all items of price bid with penalties through OMS
H.16 Develop the functionalities related to all items of Price Bid Appendix-7 and calculation of Penalties as per Appendix-11 and generation of Invoice with penalties by auto-fetching/populating the details through system with a provision to have Vendor-wise, Circle-wise with drill down upto endpoint level. Where system does not provide the auto fetching the data elements, provision of input through front end should be provided.
H.17 Single view of endpoint containing details of all solutions, details populated at each dashboards, all payments made since installation/take over of endpoints, penalties, history of all faults, incidents etc should be made available at dashboard.
I . MIS Reports / DASHBOARD:
Vendor shall assist in meaningful analysis of performance for improving uptime and availability of Endpoints.
Vendor shall furnish the Standard Report promptly including exceptions for SLAs of all connected service
providers along with their stipulated periodicity as appended below which Bank may at its discretion add to /
delete from the list.
Sl.no Report Description
Monthly
1. Availability Report Availability trend analysis, causes of down-time, chronic Endpoints, action plan for improving availability (mapped LHO/Module wise)
2. Consolidated Cash Out Report with cause and TAT analysis
Monthly with machine ID, date and reasons
3. Consolidated Report on machines down
Due to hardware fault, network problem and spares not available with reasons
4. Analysis of cash forecasting recommendations
No. of occasions machines went out of cash despite branch loading cash/providing cash in time as per recommendations
5. Consolidated Reports on FLM /SLM calls (with TAT)
Region-wise report of FLM/SLM calls per ATM/CD/CDM/Cash Recycler
6. Report on Service Calls Region-wise report on service calls per site for kiosk repairs and maintenance
7. Report on Site Condition Report on condition of kiosks, repairs necessary/undertaken
8. Report on Chronic faults ATMs/CDs/CDMs/Cash Recyclers down repeatedly for same reason
Fortnightly
9. Consolidated Exception Report Consolidated list of ATMs/CDS/CDMs/Cash Recyclers which were out-of-service for more than 4 hours for each instance, with downtime break up and the reasons
10. Performance Report on VIPATMs Availability analysis of ‘VIP ATMs’ with reasons for downtime
Weekly
11. Report on cash efficiency ratio (CER)
Circle-wise weekly report on the FoS along with daily closing balance in each ATM/CD/CDM/Cash Recycler
Daily
12. Report on downtime o/a Third Party Report to ensure previous day’s faults have been
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Components properly escalated, followed up and rectified within the stipulated timelines
13. 24/48 hours Down Report List of ATM/CD/CDM/Cash Recycler out of service for 24/48 hours with downtime break up and reasons
14. Current State Reports (thrice a day) Status of ATM/CD/CDM/Cash Recycler during the day
15. Urgent Actionable Information Urgent actionable information on cash out, cash jams, cash handler, low currency cassette etc, through SMS
16. Cash Recommendations Recommendations for optimum amount of cash to be loaded to avoid cash outs and idle cash
17. Consolidated Cash Recommendations
Consolidated list of all cash recommendations sent to branches
18. Cash Recommendations Not Followed
List of Endpoints/ATMs which went out of cash o/a non adherence to cash recommendations sent
19. Daily CER report (Circle wise)
Machine-ID wise FoS Report with details of cash dispensed, opening balance and cash replenished
On Demand
20. Cash Out Report Incidents of Cash Out
21. Hourly Current Status report Current status on demand in crises like Bank strike, rains, floods, etc
22. Ticket History Report For chronically ailing CDs 23. Any other report As and when required
Vendor shall have to translate dynamically, the status information of all ATMs in the network/MIS as seen through their Management Centre into web pages, which can be accessed by Users Role based. The summarized data provided by Vendor on the Web Server shall classifiable at Multiple levels such as Endpoint/ATM Wise, LHO wise, Zonal Office wise etc or as may be intimated by Bank.
Following best practices(A-J) should be complied by the OMS: A. General Scenarios
1 All mandatory fields should be validated and indicated by asterisk (*) symbol
2 Validation error messages should be displayed properly at correct position
3 All error messages should be displayed in same CSS style (e.g. using red color)
4
General confirmation messages should be displayed using CSS style other than error messages style (e.g. using green color)
5 Tool tips text should be meaningful
6 Dropdown fields should have first entry as blank or text like ‘Select’
7 Delete functionality for any record on page should ask for confirmation
8
Select/deselect all records options should be provided if page supports record add/delete/update functionality
9 Amount values should be displayed with correct currency symbols
10 Default page sorting should be provided
11 Reset button functionality should set default values for all fields
12 All numeric values should be formatted properly
13
Input fields should be checked for max field value. Input values greater than specified max limit should not be accepted or stored in database
14 Check all input fields for special characters
15
Field labels should be standard e.g. field accepting user’s first name should be labelled properly as ‘First Name’
16 Check page sorting functionality after add/edit/delete operations on any record
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17
Check for timeout functionality. Timeout values should be configurable. Check application behavior after operation timeout
18 Check cookies used in an application
19 Check if downloadable files are pointing to correct file paths
20 All resource keys should be configurable in config files or database instead of hard coding
21 Standard conventions should be followed throughout for naming resource keys
22
Validate markup for all web pages (validate HTML and CSS for syntax errors) to make sure it is compliant with the standards
23 Application crash or unavailable pages should be redirected to error page
24 Check text on all pages for spelling and grammatical errors
25 Check numeric input fields with character input values. Proper validation message should appear
26 Check for negative numbers if allowed for numeric fields
27 Check amount fields with decimal number values
28 Check functionality of buttons available on all pages
29 User should not be able to submit page twice by pressing submit button in quick succession.
30 Divide by zero errors should be handled for any calculations
31 Input data with first and last position blank should be handled correctly
B. Usability
1 All fields on page (e.g. text box, radio options, dropdown lists) should be aligned properly
2 Numeric values should be right justified unless specified otherwise
3 Enough space should be provided between field labels, columns, rows, error messages etc.
4 Scroll bar should be enabled only when necessary
5
Font size, style and color for headline, description text, labels, infield data, and grid info should be standard as specified in SRS
6 Description text box should be multi-line
7 Disabled fields should be grayed out and user should not be able to set focus on these fields
8 Upon click of any input text field, mouse arrow pointer should get changed to cursor
9 User should not be able to type in drop down select lists
10
Information filled by users should remain intact when there is error message on page submit. User should be able to submit the form again by correcting the errors
11 Check if proper field labels are used in error messages
12 Dropdown field values should be displayed in defined sort order
13 Tab and Shift+Tab order should work properly
14 Default radio options should be pre-selected on page load
15 Field specific and page level help messages should be available
16 Check if correct fields are highlighted in case of errors
17 Check if dropdown list options are readable and not truncated due to field size limit
18
All buttons on page should be accessible by keyboard shortcuts and user should be able to perform all operations using keyboard
19 Check all pages for broken images
20 Check all pages for broken links
21 All pages should have title
22 Confirmation messages should be displayed before performing any update or delete operation
23 Hour glass / message should be displayed when application is busy
24 Page text should be left justified
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25 User should be able to select only one radio option and any combination for check boxes.
C. Scenarios for Filter Criteria / Result
1 User should be able to filter results using all parameters on the page
2 Refine search functionality should load search page with all user selected search parameters
3
When there are at least one filter criteria is required to perform search operation, make sure proper error message is displayed when user submits the page without selecting any filter criteria.
4
When at least one filter criteria selection is not compulsory user should be able to submit page and default search criteria should get used to query results
5 Proper validation messages should be displayed for invalid values for filter criteria
6
Page loading symbol should be displayed when it’s taking more than default time to load the result page
7 Check if all search parameters are used to fetch data shown on result grid
8 Total number of results should be displayed on result grid
9 Search criteria used for searching should be displayed on result grid
10 Result grid values should be sorted by default column.
11 Sorted columns should be displayed with sorting icon
12 Result grids should include all specified columns with correct values
13
Ascending and descending sorting functionality should work for columns supported with data sorting
14 Result grids should be displayed with proper column and row spacing
15 Pagination should be enabled when there are more results than the default result count per page
16 Check for Next, Previous, First and Last page pagination functionality
17 Duplicate records should not be displayed in result grid
18 Check if all columns are visible and horizontal scroll bar is enabled if necessary
19
Check data for dynamic columns (columns whose values are calculated dynamically based on the other column values)
20 For result grids showing reports check ‘Totals’ row and verify total for every column
21
For result grids showing reports check ‘Totals’ row data when pagination is enabled and user navigates to next page
22
Check if proper symbols are used for displaying column values e.g. % symbol should be displayed for percentage calculation
23 Check result grid data if date range is enabled
D. Scenarios for a Window
1 Check if default window size is correct
2 Check if child window size is correct
3
Check if there is any field on page with default focus (in general, the focus should be set on first input field of the screen)
4 Check if child windows are getting closed on closing parent/opener window
5
If child window is opened, user should not be able to use or update any field on background or parent window
6 Check window minimize, maximize and close functionality
7 Check if window is re-sizable
8 Check scroll bar functionality for parent and child windows
9 Check cancel button functionality for child window
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E. Database Testing Test Scenarios
1 Check if correct data is getting saved in database upon successful page submit
2 Check values for columns which are not accepting null values
3 Check for data integrity. Data should be stored in single or multiple tables based on design
4 Index names should be given as per the standards e.g. IND_<Tablename>_<ColumnName>
5 Tables should have primary key column
6
Table columns should have description information available (except for audit columns like created date, created by etc.)
7 For every database add/update operation log should be added
8 Required table indexes should be created
9 Check if data is committed to database only when the operation is successfully completed
10 Data should be rolled back in case of failed transactions
11
Database name should be given as per the application type i.e. test, UAT, sandbox, live (though this is not a standard it is helpful for database maintenance)
12
Database logical names should be given according to database name (again this is not standard but helpful for DB maintenance)
13 Stored procedures should not be named with prefix “sp_”
14
Check is values for table audit columns (like createdate, createdby, updatedate, updatedby, isdeleted, deleteddate, deletedby etc.) are populated properly
15
Check if input data is not truncated while saving. Field length shown to user on page and in database schema should be same
16 Check numeric fields with minimum, maximum, and float values
17 Check numeric fields with negative values (for both acceptance and non-acceptance)
18 Check if radio button and dropdown list options are saved correctly in database
19 Check if database fields are designed with correct data type and data length
20 Check if all table constraints like Primary key, Foreign key etc. are implemented correctly
21 Test stored procedures and triggers with sample input data
22 Input field leading and trailing spaces should be truncated before committing data to database
23 Null values should not be allowed for Primary key column
F. Scenarios for Image Upload Functionality
1 Check for uploaded image path
2 Check image upload and change functionality
3
Check image upload functionality with image files of different extensions (e.g. JPEG, PNG, BMP etc.)
4
Check image upload functionality with images having space or any other allowed special character in file name
5 Check duplicate name image upload
6
Check image upload with image size greater than the max allowed size. Proper error message should be displayed.
7
Check image upload functionality with file types other than images (e.g. txt, doc, pdf, exe etc.). Proper error message should be displayed
8 Check if images of specified height and width (if defined) are accepted otherwise rejected
9 Image upload progress bar should appear for large size images
10 Check if cancel button functionality is working in between upload process
11 Check if file selection dialog shows only supported files listed
12 Check multiple images upload functionality
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13 Check image quality after upload. Image quality should not be changed after upload
14 Check if user can use/view the uploaded images
G. Scenarios for Sending Emails
1 Email template should use standard CSS for all emails
2 Email addresses should be validated before sending emails
3 Special characters in email body template should be handled properly
4 Email subject should not be blank
5
Placeholder fields used in email template should be replaced with actual values e.g. {Firstname} {Lastname} should be replaced with individuals first and last name properly for all recipients. If reports with dynamic values are included in email body, report data should be calculated correctly
6 Email sender name should not be blank
7 Check plain text emails
8 Check HTML format emails
9 Check email header and footer for company logo, privacy policy and other links
10 Check emails with attachments
11 Check send email functionality to single, multiple or distribution list recipients
12 Check if reply to email address is correct
13 Check sending high volume of emails
H. Scenarios for Excel Export Functionality
1 File should get exported in proper file extension
2
File name for the exported Excel file should be as per the standards e.g. if file name is using timestamp, it should get replaced properly with actual timestamp at the time of exporting the file
3 Check for date format if exported Excel file contains date columns
4
Check number formatting for numeric or currency values. Formatting should be same as shown on page
5 Exported file should have columns with proper column names
6 Default page sorting should be carried in exported file as well
7
Excel file data should be formatted properly with header and footer text, date, page numbers etc. values for all pages
8 Check if data displayed on page and exported Excel file is same
9 Check export functionality when pagination is enabled
10
Check if export button is showing proper icon according to exported file type e.g. Excel file icon for xls files
11 Check export functionality for files with very large size
12
Check export functionality for pages containing special characters. Check if these special characters are exported properly in Excel file
I. Performance Testing Scenarios
1 Check if page load time is within acceptable range
2 Check page load on slow connections
3 Check response time for any action under light, normal, moderate and heavy load conditions
4 Check performance of database stored procedures and triggers
5 Check database query execution time
6 Check for load testing of application
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7 Check for stress testing of application
8 Check CPU and memory usage under peak load condition
J. Security Testing Scenarios
1 Check for SQL injection attacks
2 Secure pages should use HTTPS protocol
3 Page crash should not reveal application or server info. Error page should be displayed for this
4 Escape special characters in input
5 Error messages should not reveal any sensitive information
6 All credentials should be transferred over an encrypted channel
7 Test password security and password policy enforcement
8 Check application logout functionality
9 Check for Brute Force Attacks
10 Cookie information should be stored in encrypted format only
11 Check session cookie duration and session termination after timeout or logout
12 Session tokens should be transmitted over secured channel
13 Password should not be stored in cookies
14 Test for Denial of Service attacks
15 Test for memory leakage
16 Test unauthorized application access by manipulating variable values in browser address bar
17 Test file extension handing so that exe files are not uploaded and executed on server
18 Sensitive fields like passwords and credit card information should not have auto complete enabled
19 File upload functionality should use file type restrictions and anti-virus for scanning uploaded files
20 Check if directory listing is prohibited
21 Password and other sensitive fields should be masked while typing
22
Check if forgot password functionality is secured with features like temporary password expiry after specified hours and security question is asked before changing or requesting new password
23 Verify CAPTCHA functionality if available.
24 Check if important events are logged in log files
25 Check if access privileges are implemented correctly
9. Onsite Advanced Technical Support (OATS):
All professional services necessary to implement and successfully run the proposed solutions at the Central and endpoint level as per the RFP (not only for new endpoints to be provided under this agreement but also for existing as well as future endpoints to be procured) have been furnished hereunder which is illustrative and not exhaustive: The services shall cover Development, UAT, Training, Pre-Production, Production and DR Setup and all covers all solutions (eg. Multi Vendor Software, Endpoint Protection Solutions, Online Monitoring Solutions etc) provided by the Solution Providers and other agents provided by the Banks
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The bidder would ensure 24 * 7 * 365 days per year Online Onsite services support during the tenure of seven years contract. Bidder should ensure the vendor’s key personnel with relevant skill are always available to the Bank and ensure the professional standard, quality and delivery of services. Escalation process should be in place for unresolved issues. Segregation of duties in the support and administration of the Infrastructure is required to be implemented. Deliver the services within the TAT : Time taken to fix the problem The selected bidder to provide the resources based on the following profile : Grade Qualification Experience Project Leader*
BE/BTech/MCA/MSc in Computer Science + PMP
10 years which includes the Solution Architect exposure.
Senior BE/BTech/MCA/MSc in Computer Science Three years IT experience
Junior BE/BTech/MCA/MSc in Computer Science One year IT experience
*Bidder shall appoint an experienced Leader i.e. Project Manager dedicated to the project execution. The bidder should provide CV of Project Manager that demonstrates proven experience in executing projects similar in scope and complexity] The OATS services will include Administration, Configuration, Customisation/enhancement/upgrade (except where additional efforts permitted in RFP), Maintenance, Performance Tuning, Monitoring, compliance of security and risk guidelines, Troubleshooting and fixing issues with Software Solutions, Hardware Infra, Operating Environments and Network including coordination with OEMs for fixing Hardware level issues and Third Party Software related issues. Following are broad guidelines and are illustrative but not exhaustive :
9.1. Project Leader :
• Designing of Solutions as an Solution Architect
• Central and Clients License Management
• Project Management
• Single Point of Contact for the Bank
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• Periodic Updates to Bank Management - Daily/ Weekly / Monthly - Submission, Review, Documentation and dealing with exceptions
• Overall responsible for coordination amongst the OATS and resolutions of issues
• Timely augmentation / release of onsite resources
• Timely delivery of new functionalities/reports/invoices/efforts estimates/Functional Specifications Documents or any other required information within acceptable timeframe.
• Monitoring of SLA and SLA Compliance report.
• Gap Analysis and Resolution Steps (High level)
• Arrange for Police Verification of Onsite Resources.
• Realignment/reassignment of resources to various tasks as per the requirement of Bank and / or Ensure optimum utilisation of onsite resources.
• Requirement gathering and submission of Functional Specification document and detailed design document for new features/enhancement including Web application and Mobile application
9.2. Database Administration and Management:
• All systems and infra Databases etc. should be configured as per the Banks security policy.
• Database Maintenance Activities (Necessary DBA should be made available)
• Logs Review, analysis and reporting. Logs would play an important role in the detection of malicious activities. In case of a malicious activity the same should be alerted to the Bank and intrusion management procedure would be triggered
• Administration, Control, Management, Maintenance, Monitoring, backup management, patch management, troubleshooting and its performance improvement/upgradation of database/version upgrades etc
• Manage Database, Servers and Storages for sizing, purging, archiving, fine tuning, performance optimizing, de-duplication, compression, patch, trouble shooting, coordination with Vendor etc. and maintain version control.
• Installation, configuration, migration, upgradation of databases as per requirement.
• Coordination with OEM.
• Implement Bank’s prescribed security configurations documents, which shall be subjected to continuous/periodical security review/upgradation and as such vendor must close vulnerabilities from time to time on top priority. Secure Configuration document implementation on databases.
• All Databases Monitoring on daily basis like: Scheduling/checking/validating backup, Add Tablespace / Data files, Error troubleshooting / Performance tuning, Hardware fault monitoring, DBA job creation/scheduling, Tablespace / Data files usage check, Prod – DR sync check/troubleshoot, File system space monitoring /Script
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creation/execution, CPU/memory load monitoring, Check for zombie/defunct processes, User management /Resource utilization tracking, Log shipping / Backup
• Root Cause Analysis of each problem, RCA Submission to the Bank and quick resolution to minimize the adverse impact of these issues
• Backup, Online Log Checking, Backup Verification at DR and DC and Pre-production
• Backup, Recovery and Verification Operations as per Banks policy [including backup of all the components eg DB etc
• Take Scheduled and ad hoc backups
• Monitoring of backups and restart of failed backups
• Maintain proper backup schedule
• Restore and recover data as requested
• Conduct restoration drills at regular intervals
• Restoration of earlier backups as and when required for different kind of environments (Dev/UAT/DC/DR/Pre-Prod/Training).
• Facilitate onsite and off-site storage of tapes
• Maintain and submit periodic and ad hoc Backup reports. "
• Change Management - Approval of Bank, Production Movement and deployment, Implementation / Post-implementation Review / Roll-back / Resolution etc
• Provide Audit Trails for all activities
• Providing any MIS reports as and when required by the Bank
• Priority Resolution of various issues like Bug Fix, VA/PT, Audit Observations, issues flag by the Bank in respect of Database etc
9.3. Design, Testing, Development and Software Management:
• Designing and modification/configuration of screens
• Designing and modification/configuration Campaigns
• Campaign design and Screen Designers :
• To make required changes in configuration scripts for pushing the policies on to the endpoints after due testing / UAT.
• Change management: version control needs to be implemented for all components and maintain necessary documentation, Production Release with complete documentations. Implementation any production movement through respective OATS team and resolve the any issue notified by them.
• System Integration Testing
• User acceptance Testing
• Integration with banks other systems/channels/SOC and its implementation through respective OATS team.
• Priority Resolution of various issues like Bug Fix, VA/PT, Audit Observations, issues flag by the Bank and its implementation through respective OATS- database/production /Hardware-Network team.
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• Maintenance UAT, Training and Development Setup/environment/solutions and its up-to-date documentation for solutions
• Support for testing at ATM Lab.
• Design New Dashboard or Modification of existing Dashboards, Input forms for data collections, reports as and when required by the Bank from time to time and its implementation to respective OATS Team.
• Any customisation which requires man-days up to 5 days will form part of OATS at no additional cost to the Bank
• Providing any reports / MIS as a Web based or extract based on the availability of data elements as and when required by the Bank from time to time.
• Asset Management of All solutions, its components, version control
• Design HTML, JPEG,BMP based endpoints screens as well as inputs Based on User Experience and / or the Bank's brand guidelines and/or required by the Bank from time to time.
• Designing and Modification of transaction flows
• Any other activity relating to designing of screen/campaigns/transaction flow.
• Implement Bank’s prescribed security configurations documents, which shall be subjected to continuous/periodical security review/upgradation and as such vendor must close vulnerabilities from time to time on top priority.
9.4. eJ Management :
• Scheduled and adhoc/immediate upload of e-Journals.
• Upload of e Journals • EJ pulling and ensure that module works.
• Pulling of the video footage and archiving as per requirement
• Start EJ Pulling from the date of making the ENDPOINT operational and / or takeover of endpoints
• Vendor shall upload 100% EJ (i.e. no missing transaction) within t+1 day from the transaction date.
• EJ disabled and EJ disconnected cases shall be resolved within t+1 day.
• All EJs pulled must be stamped with the ‘Event Time’. All EJs must contain information regarding Counterfeit Notes detected and impounded.
• Any liability to the Bank arising out of disputes in case of non-availability of EJ shall be recovered from the Vendor, along with penalty.
• Resolution of any issue related to EJ Pulling
• ENDPOINT-wise EJs shall be stored in the EJ Server at a centralized location for a minimum period of 6 months. ENDPOINT-wise EJs pulled shall be spooled separately and pushed to the designated server on daily basis. EJ date before purging needs to be archived and backup taken. The EJ data may be purged by the Vendor, after seeking confirmation of the Bank.
• Resume EJ jobs which have not started automatically, after resolving relevant line/network/ATM Issues.
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• Providing any MIS reports as and when required by the Bank
• Provide audit trail of all activities
• Analyse EJ Logs(for exception cases) using native EJ Viewer or developed EJ Viewer and provide reports for all exception issue.
9.5. Infra, Hardware and Network Management :
• Services as specified in Appendix-11 G : Hardware
• Coordinate and implement patches / upgrades /version upgrades/ updates for Hardware, OS etc. as and when release by the Vendor/OEM or as per requirements of the Bank for the Central Solutions
• All systems and infra (hardware, network etc.) should be configured as per the Banks security policy.
• Periodic reviews on the actual DC/DR Infrastructure must be performed & the properly documented results must be published. A comparative summary report (Taking previous results) may also be presented for the use by project steering committee.
• Logs Review, analysis and reporting. Logs would play an important role in the detection of malicious activities. In case of a malicious activity the same should be alerted to the Bank and intrusion management procedure would be triggered. Online Log Checking
• Server Administration and Housekeeping
• Storage Management and Monitoring
• Resolve any issues relating to storage.
• Performance tuning at the storage level
• Storage Allocation: Maintenance and Creation of LUNs / File system etc. and allocation to the respective server environment.
• Troubleshooting issues relating to Storage.
• Capacity management and planning
• Raising issues with the OEM vendor and arrange for resolution
• Equipment Availability & Performance Tuning and Monitoring
• Any activities relating to Hardware, Network and Infrastructure Management
• Network Management, Monitoring and Alerts
• Management of IPs.
• Coordination with the Network Team.
• Management of SAN/NAS/LB equipment.
• Raising issues with the OEM vendor and arrange for resolution in case of Hardware level failure or any other such issues.
• Administration configuration and Management of Load balancing systems
• Load Balancers configuration as per the application requirement.
• Security configuration of LB
• WAF configuration of LB
• DoS Protection configuration at LB
• Cluster configuration at LB
• Deployment of AppWall Cluster + Node (Physical or Virtual) at LB
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• SSL, Compression, Fastview and other such configurations at LB
• Handling Data Centre Operations/Activities, Management of Datacenter, coordination with DC Team for various activities, Installation / movement of equipment / components within / to and from DC. Cabling
• Asset Management inventory : Clear & distinct identification of the asset , Location of Asset Security/ risk classification, IT asset group ,Owner ,Last updated (Date) ,Changes made ,Timeline of the changes/updates made, Designated custodian ,Name of each server , Operating system , Make and model ,Number of CPUs ,Speeds, Memory, Disk capacity ,NIC cards and speeds, Labeling of equipment. "
• Management and maintenance of DR Infra
• Physical Health Check up and infrastructure monitoring
• Backup, Recovery and Verification Operations as per Banks policy [including backup of all the components eg OS, etc.
• Take Scheduled and ad hoc backups
• Monitoring of backups and restart of failed backups
• Maintain proper backup schedule
• Restore and recover data as requested
• Conduct restoration drills at regular intervals
• Restoration of earlier backups as and when required for different kind of environments (Dev/UAT/Prod).
• Facilitate onsite and off-site storage of tapes
• Maintain and submit periodic and ad hoc Backup reports. "
• Change Management - Approval of Bank, Production Movement and deployment, Implementation / Post-implementation Review / Roll-back / Resolution etc
• Providing any MIS reports as and when required by the Bank
• Provide Audit Trails for all activities
• Configuration / parameter changes at the Infra
• "Implement Bank’s prescribed security configurations documents, which shall be subjected to continuous/periodical security review/upgradation and as such vendor must close vulnerabilities from time to time on top priority.
• Secure Configuration document implementation on Infrastructure viz Hardware, Network, Load Balancers etc"
• Priority Resolution of various issues like Bug Fix, VA/PT, Audit Observations, issues flag by the Bank in respect of OS, Hardware, Network , Load Balancers etc
• Preventive maintenance.
9.6. Production Control, Monitoring and Management:
• Coordinate and implement patches / upgrades / updates for Software / Middleware / Version upgrades etc. as and when release by the Vendor/OEM or as per requirements of the Bank for Central Solutions and maintain solutions/software version control.
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• Solution/Software Management:
• To configure necessary policies as per Bank’s requirement.
• To implement patches / upgrades / updates /version upgrades for Software/ Solutions / OS /Agents etc. as and when release or as per requirements of the Bank on the endpoints through remote pushing
• Bidder should obtain a written permission from the Bank before applying any of the patches / upgrades / updates.
• "Implement Bank’s prescribed security configurations documents, which shall be subjected to continuous/periodical security review/upgradation and as such vendor must close vulnerabilities from time to time on top priority.
• All systems and infra (applications, OS etc.) should be configured as per the Banks security policy. "
• Deployment, Scheduling, Monitoring transaction flow downloads to endpoints and its management
• Middleware, WEB and Application Administrators.
• Management of Interfaces with the solutions, troubleshooting of the issues related to all modules and interfaces to the solutions
• Logs Review, analysis and reporting. Logs would play an important role in the detection of malicious activities. In case of a malicious activity the same should be alerted to the Bank and intrusion management procedure would be triggered. Online Log Check
• Preventive maintenance
• Alert and resolve any performance issues and notify end-users relating to Storage
• "Services Monitoring of applications/Middleware/OS
• Solution Availability & Performance Tuning and Monitoring
• Scheduled Jobs Monitoring
• Backup Monitoring Applications/Middleware
• Utilization of resources like Percentage used per CPU, Percentage used Memory, Memory Paging, Job queues, Long Running Queues, Disk I/Os, Actual Network speed etc
• Response time: System response time. "
• DR Management
• Ensuring consistency between DC, Failover and DR setups.
• Managing Operation from DR in case of associated incident/drills.
• Bidder should ensure that the DC and DR are in sync as per policy decided by Bank. DR site should be available and made live in the event of a disaster at the Primary site. And the operation has to be handled from the DR location.
• Bidder is also required to assist in the DR drills for the applications in scope or the application interfaced with the applications in scope as and when required by the bank.
• Administration and Maintenance Production, DR, Pre-Production and DR setup, environments, solutions (including web applications and mobile applications) and its up-to-date documentation for solutions, DR drill activity Escalation matrix
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• "Problem and incident Management
• Responding to alerts and / or tickets that are either auto-generated or user raised
• Resolving the issue based on Incident and Problem Management guidelines
• Provide support, advice and guidance to bank users on server related issues
• Root Cause Analysis of each problem, RCA Submission to the Bank and quick resolution to minimize the adverse impact of these issues
• Take Preventive Measures
• Prepare and put up RCA for approval.
• Coordinating with the OEMs for resolution and long term solution of the Issues
• A process should be deployed for Problem/Incident Management. "
• Software and screen distribution from a central source to facilitate individual configuration and screen displays
• Scheduling download and installation at desired times and loading of any Software agent.
• Monitoring Job status online.
• Screen downloading.
• "Backup, Recovery and Verification Operations as per Banks policy [including backup of all the components App, Web, Middleware etc
• Management and Administration of Backup solution
• Management and Administration of Backup software (Server/Clients).
• Take Scheduled and ad hoc backups
• Monitoring of backups and restart of failed backups
• Maintain proper backup schedule
• Restore and recover data as requested
• Conduct restoration drills at regular intervals
• Restoration of earlier backups as and when required for different kind of environments (Dev/UAT/Prod).
• Facilitate onsite and off-site storage of tapes
• Maintain and submit periodic and ad hoc Backup reports. "
• Deployment, Scheduling, Monitoring screens downloads to endpoints and its management
• Deployment, Scheduling, Monitoring of Campaigns to endpoints and its management
• Downloading of the campaigns as per the schedule given by the bank
• Software and screen distribution from a central source
• Change Management - Approval of Bank, Production Movement and deployment, Implementation / Post-implementation Review / Roll-back / Resolution etc
• downloading of new/ modified screens within a stipulated time.
• Designing and implementation of Security Policies at the endpoints.
• Log analysis of all FCR/EPIC/HTC performed during the day.
• Providing any MIS reports as and when required by the Bank
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• Configuration / parameter changes at the Solutions
• "Implement Bank’s prescribed security configurations documents, which shall be subjected to continuous/periodical security review/upgradation and as such vendor must close vulnerabilities from time to time on top priority.
• Secure Configuration document implementation on Solutions/applications"
• Priority Resolution of various issues like Bug Fix, VA/PT, Audit Observations, issues flag by the Bank in respect of Solutions/applications/Middleware etc
9.7. Support for Endpoints:
• User Account administration and Management
• Resolving the issue for endpoint not getting live because of Network issue with active liaison with Network Service Provider for which the resource should have adequate knowledge of Network
• Resolution of all technical ENDPOINT issues which can be handled centrally in a time bound manner attending the telephonic calls or escalated by branches/circles/ENDPOINT supplier/MS vendor/ENDPOINT OEM vendor/Network service providers related to endpoint
• Resolution of technical faults generated for endpoints in the Incident Management within 15 minutes.
• Remotely troubleshoot as well as extend support to the engineer for the installation, reinstallation and troubleshoot for any issue relating to Multi-Vendor and endpoint protection solutions or any agent provided by the Bank at the endpoint.
• Addition/migration/Configuration of ENDPOINTs
• Remotely trouble shooting faults at the endpoints in cases where it can be resolved centrally eg giving download, remote rebooting of endpoints , remote resetting services etc
• Extend the support/provide response to the queries to the Branches/Channel Managers/Circles/Vendors related to endpoints
• Coordinate and escalate unresolved issues to respective OATS Team/Vendors and ensure its resolution.
• Providing the MIS report to Bank as and when required.
• Resolve any issue relating to endpoints.
9.8. Requirements relating to Onsite Advance Technical resources/staff:
Selected bidder will have to provide the resources with the required qualification and experienced required by the Bank as given OATS and will also provide the detailed bio-date of all the resources to be deployed at the Bank site. On boarding of resources would be done after due diligence and acceptance by the Bank. Proper on boarding and off boarding processes are required to be followed
Bank reserves the right to interview all the staff including Project Leader to be deployed for support services at Bank’s DC and DR and reject if not
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found suitable for the project. At a later stage, also if any of the staff are found unsuitable or any of the staff violates any of the Bank guidelines, Bank may seek removal of all such staff.
Vendor is required to obtain prior permission from the Bank before removing any of the staff from the project.
The vendor shall have the right to replace the specific person(s) who are equally competent and qualified but Bank will retain the right to set reasonable conditions on its acceptance of such replacement(s).
Bank expects to build a strong team and there should be no single point of dependency on any one individual. Bank’s services should always remain immune to any such dependencies. Bank expects staff to constantly keep upgrading their skills.
The staff’s skills, experience, certification and competence in Hardware, OS, and all other components involved in the Solution and software product specialists will impact on quality of delivery for the services. Hence, Bidder should ensure deployment of academically good, technically sound and competent personnel for support Services at the bank’s sites
Selected Bidder should be willing to transfer skills to relevant Banking Personnel and endpoint suppliers by means of training and documentation.
Staff should work in 24 * 7 * 365 days a year environment and should be able to work in shifts and flexible working hours.
The team should be adequate to ensure the unhindered 24 * 7 * 365 days a year operations and support.
As soon as Bank adopts a newer version of an existing technology or a new technology altogether Bank expects the existing staff working in the project to get certified on the same. Or the vendor should arrange for the additional resources with requisite qualifications/certifications.
All the staff are required to abide by the Bank’s acceptable usage policy and Bank’s access rules.
Bidder to submit the Police verification report in respect of staff. The confidentiality and integrity of the data and information in the Solution
must be ensured at all times. Any incident of compromise shall attract highest penalty and other punitive actions by the Bank. Selected bidder must give utmost comfort to the Bank on the said aspects.
Bank should be provided with a dedicated and exclusive team. A detailed shift roster should published at the start of the month in
consultation with the Bank. The Selected bidder shall be responsible for compliance with all laws,
rules, regulations, orders, notifications, and directions applicable in respect of its personnel (including, but not limited to, the Contract Labour (Prohibition and Regulation) Act 1986, the Payment of Bonuses Act 1965, the Minimum Wages Act 1948, the Employees' Provident Fund Act 1952, and the Workmen’s Compensation Act 1923, and shall maintain all proper records, including, but not limited to, accounting records required under the Applicable Laws, or any code, practice or corporate policy applicable to it from time to time.
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Entire scope of work and other actionable / deliverables / compliance mentioned in the RFP shall be achieved within the commercials arrived at in the Reverse Auction.
Shift Timing and its terms:
Period Timings
Shift I 7.00 AM to 3.00 PM Shift II 3.00 PM to 11.00 PM Shift III 11.00 PM to 7.00 AM
General Shift 10.00 AM to 6.00 PM
• Shift timings above are subject to change as per Bank’s requirement.
• Vendor to arrange for the resources on Sunday if required by the Bank.
• Please note that resources should be available at the desk except permissible half an hour recess per shift. Further, recess should be staggered, so that continuous support is ensured.
• However, the bidder will provide the onsite resource in case of emergency/moving from PR to DR and DR to PR without any additional cost to the bank.
• The bidder shall substitute onsite resource in case of any leaves/absence.
• Periodical review of resources shall be done by the Bank and the Bank may reduce the resource if the resources are not fully utilized or increase the resource, if required.
• Additional resource shall be procured, if required by the Bank in future¸ at the same rate as quoted in the price bid.
• The resource rate would be increased by 5% per year on the price quoted in the price bid. E.g. If Rs. 100 is price quoted, 2nd year it will be Rs. 105, third year it will be Rs. 110 and so on.
• Further, the bank reserve the right to reduce the number of resources during the term of the contract on review of same with corresponding reduction of payment
Sr No Scenario Payment will be considered
A 24 * 7 * 365 days a year service
For One additional resource for every 6 resources (Shift I, II and III) [i.e.2 resources in each shift] to take care of weekly off in addition to 6 resources.
B Shift : I / II / III / General [Other than 24 * 7 * 365 days a year]
1 man month per resource. Sunday is considered as weekly off.
Rate for additional resource called on Sunday by the Bank for one shift [Not
Per day rate =
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix – 6 – Scope of work Page 110 of 121
applicable in 24 * 7 * 365 days a year] Man month rate --------------------------------------- [ No. of days in month less No. of Sunday in the month] Eg. Man month rate is X amount and resource required for support for two Sundays in the month for one shift in October, 2016 X Amount ------------* 2 = Two days Amount [31-5]
Resource Requirements: Sr No
Tasks 24*7
Shift General Total
Y/N I II III
1 Project Leader N 1 1 2 Database Administration and
Management N 1 (S) 1
3 Design, Testing, Development and Software Management
N 3 (S) 3
4 EJ Management Y 1 (J) 1 (S) 2 (J) 4 5 Infra, Hardware and Network
Management 1 (J) 1 (S) 2
6 Production Control, Monitoring and Management
Y 3 (S) 3 (S) 3 (S) 9
7 Support for Endpoints@ Y 2 (J) 2 (J) 1 (J) 5
8 DR Location 1 (S) 1
Total 7 7 6 6 26 Junior 4 2 3 9 Senior 3 5 3 5 16 Project Leader 1 1 @ Resources shall be considered for increase @ one resource per 2500 endpoints on roll-out of solutions beyond 5000 endpoints and upto 40000, as and when each 2500 roll-out, solely at the Bank’s discretion subject to optimum utilisation of the resource. Hence, Bank could increase over period of time additional 14 resources. NB : Shift will be decided by the Bank. However, price bidding for the resource is considered 23 Junior (9+14), 16 Seniors and 1 Project Reader for 84 months. Bank shall request for additional resources for utilisation of its services for Support for endpoints at each interval of crossing 2500 roll-out of solutions at endpoints beyond 5000 till 40000 and will consider for payment on actual utilisation of resources.
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Appendix – 6 – Scope of work Page 111 of 121
The resources will remain the same irrespective of increase in no. of endpoints during the remaining period of contract once solutions rolled-out at 40000. 10. Hardware, Software and other component requirements: Hardware to be provided should conform to the Open Architecture. Hardware sizing should be given separately for following environment : (a) DC (b) DR (c) Development (d) Training (e) UAT (f) Pre-Production Sizing of Development, Training, UAT and Pre-Production : Bidder should decide and share the optimum setup commensurate with the respective environmental requirements for its smooth and efficient functioning and bid commercial accordingly. Details to be provided for each of the environment of DC,DR, UAT, Pre-Production, training and Development as per Appendix-18 as per the sizing given and all items as a part of BOM to be provided by the selected Bidder except Oracle. Initially selected bidder will be issued a letter of intent with a request to supply the DC, DR, Development and UAT infra. Post successful completion of pilot at endpoints, successful commissioning and acceptance certification for hardware and solutions along with Purchase Order will be issued wherein selected bidder will be advised to provide the infra for Training and Pre-Production and payment for Infra supplied as per LOI will be released as per payment terms. Details to be provided for each of the environment of DC,DR, UAT, Pre-Production, training and Development as per Appendix 18
1. The Vendor warrants that the products supplied under the Contract are new, unused, of the most recent or current model and they incorporate all recent improvements in design and / or features. The Vendor further warrants that all the Products supplied under this Contract shall have no defect, arising from design or from any act of omission of the Vendor that may develop under normal use of the supplied products in the conditions prevailing in India.
2. Warranty (one year) and AMC (six years) for Hardware and infra Components supplied by Bidder : Onsite comprehensive warranty and AMC for all the hardware components including free replacement of spares, parts, kits as and when necessary will be 84 months from date of issuance of issuance of Purchase Order.
3. Warranty and AMC for the System Software/off-the-shelf Software will be provided to the Bank as per the general conditions of sale of such software.
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Appendix – 6 – Scope of work Page 112 of 121
4. The Vendor shall in addition comply with the performance guarantees specified under the Contract. If, for reasons attributable to the Vendor, these guarantees are not attained in whole or in part, the Vendor shall make such changes, modifications and / or additions to the Products or any part thereof as may be necessary in order to attain the contractual guarantees specified in the Contract at its own cost and expense and to carry out further performance tests.
5. On-site comprehensive warranty and AMC: The warranty and AMC would be on-site and comprehensive in nature and back to back support from the OEM. The vendor will warrant all the hardware and software against defects arising out of faulty design, materials and media workmanship etc. for a period of seven years from the date of issuance of Purchase Order. The vendor will provide support for Operating Systems and other preinstalled software components during the warranty and AMC period of the hardware on which these software & operating system will be installed. The Vendor shall repair or replace worn out or defective parts including all plastic parts of the equipment at his own cost including the cost of transport.
6. During the term of the contract, the VENDOR will maintain the equipment
7. in perfect working order and condition and for this purpose will provide the following repairs and maintenance services:
a) Free maintenance services during the period of warranty and AMC. Professionally qualified personnel who have expertise in the hardware and system software supplied by the vendor will provide these services.
b) The Bidder shall rectify any defects, faults and failures in the equipment and shall repair/replace worn out or defective parts of the equipment during working hours i.e. from 8.00 A.M. to 8.00 P.M. on all working days (viz. Monday to Friday and working Saturday). In case any defects, faults and failures in the equipment could not be repaired or rectified during the said period, the engineers of the VENDOR are required to accomplish their duties beyond the said schedules in case of any situation if it warrants. In cases where unserviceable parts of the equipment need replacement, the VENDOR shall replace such parts, at no extra cost to the BANK, with brand new parts or those equivalent to new parts in performance. For this purpose the VENDOR shall keep sufficient stock of spares at Bank’s premises and at the premises of The VENDOR.
c) The VENDOR shall ensure that faults and failures intimated by Bank as above are set right within four hours of being informed of the same. In any case the equipment should be made workable and available not later than the Next Business Day.
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Appendix – 6 – Scope of work Page 113 of 121
d) The VENDOR shall ensure that the full configuration of the equipment is available to the BANK in proper working condition viz. uptime of 99.95 % of the time on a 24 x 7 x 365 basis.
e) For purpose of calculating penalty and penalties for SLA uptime is as per Appendix-11.
f) The VENDOR shall ensure that the meantime between failures (including any malfunctioning, breakdown or fault) in the equipment or any part thereof, as calculated during any and every quarter (period of three consecutive months) is not less than 90 days.
g) Preventive maintenance: the VENDOR shall conduct Preventive Maintenance (including but not limited to inspection, testing, satisfactory execution of all diagnostics, cleaning and removal of dust and dirt from the interior and exterior of the equipment, and necessary repair of the equipment) once within first 15 days of the installation once within the first 15 days of every alternate month during the currency of this agreement on a day and time to be mutually agreed upon. Notwithstanding the foregoing the VENDOR recognizes Bank’s operational needs and agrees that Bank shall have the right to require the VENDOR to adjourn preventive maintenance from any scheduled time to a date and time not later than 15 working days thereafter.
h) All engineering changes generally adopted hereafter by the VENDOR for equipment similar to that covered by this AGREEMENT, shall be made to the equipment at no cost to the Bank.
i) Qualified maintenance engineers totally familiar with the equipment shall perform all repairs and maintenance service described herein.
j) The Bank shall maintain a register at its site in which, the Bank’s operator / supervisor shall record each event of failure and / of malfunction of the equipment. The VENDOR’s engineer shall enter the details of the action taken in such register. Additionally every time a preventive or corrective maintenance is carried out, the VENDOR’S engineer shall make, effect in duplicate, a field call report which shall be signed by him and thereafter countersigned by the Bank’s official. The original of the field call report shall be handed over to the Bank’s official.
k) The VENDOR shall provide replacement equipment if any equipment is out of the premises for repairs.
8. Any worn or defective parts withdrawn from the equipment and replaced by
the VENDOR shall become the property of the VENDOR and the parts replacing the withdrawn parts shall become the property of Bank.
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9. The VENDOR’s maintenance personnel shall, be given access to the equipment when necessary, for purpose of performing the repair and maintenance services indicated in this agreement.
10. However if Bank desires to shift the equipment to a new site and install it
thereof urgently, the VENDOR shall be informed of the same immediately. THE Bank shall bear the charges for such shifting and the VENDOR shall provide necessary arrangement to Bank in doing so. The terms of this agreement, after such shifting to the alternate site and reinstallation thereof would continue to apply and binding on the VENDOR.
11. Bank shall arrange to maintain appropriate environmental conditions, such as
those relating to space, temperature, power supply, dust within the acceptable limits required for equipment similar to that covered by this Agreement.
12. NO term or provision hereof shall be deemed waived and no breach excused,
unless such waiver or consent shall be in writing and signed by the party claimed to have waived or consented. Any consent by any party to or waiver of a breach by other, whether express or implied, shall not constitute a consent to or waiver of or excuse for another different or subsequent breach.
13. If, in any month, the VENDOR does not fulfill the provisions of clauses (b), (c),
(d), (e) and (g) only the proportionate maintenance charges for that period during the month will be considered payable by Bank without prejudice to the right of the Bank to terminate the contract. In such event the VENDOR was credited without deducting the proportionate maintenance charges for that month, the Bank can deduct the same from future payments payable or the VENDOR shall refund the amount forthwith to Bank on demand by Bank.
14. On account of any negligence, commission or omission by the engineers of
the VENDOR and if any loss or damage caused to the Equipment, the VENDOR shall indemnify/pay/reimburse the loss suffered by the BANK.
15. Future additions of Hardware / Software: .
15.1. The Bank would have the right to:
a) Shift supplied systems to an alternative site of its choice.
b) Disconnect / connect / substitute peripherals such as printers, etc. or devices or any equipment / software acquired from another vendor.
c) Expand the capacity / enhance the features / upgrade the hardware /
software supplied, either from the vendor, or another vendor, or developed in-house.
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Appendix – 6 – Scope of work Page 115 of 121
provided such changes or attachments do not prevent proper maintenance, from being performed or unreasonably increase the VENDOR cost of performing repair and maintenance service.
15.2. The warranty and AMC terms would not be considered as violated if any of (a), (b) or (c) above takes place. Should there be a fault in the operations of the system, the vendor, would not unreasonably assume that the causes lie with those components / software not acquired from them.
16. In the event of failure of the Service Provider to render the Services or in the event of termination of agreement or expiry of term or otherwise, without prejudice to any other right, the Bank at its sole discretion may make alternate arrangement for getting the Services contracted with another vendor. In such case, the Bank shall give prior notice to the existing Service Provider. The existing Service Provider shall continue to provide services as per the terms of contract until a ‘New Service Provider’ completely takes over the work. During the transition phase, the existing Service Provider shall render all reasonable assistance to the new Service Provider within such period prescribed by the Bank, at no extra cost to the Bank, for ensuring smooth switch over and continuity of services. If existing vendor is breach of this obligation, they shall be liable for paying a penalty of 10 % of contract value of infra cost of price bid on demand to the Bank, which may be settled from the payment of invoices or Performance Bank Guarantee for the contracted period.
17. Solution Provider will provide the following services (the "Services"):
1.1.1. Type of Services :
Mission Critical Support for all the Hardware and related software provided for all the environments to the Bank and 24x7 support
1.1.2. Scheduling of shifts :
Following is Solution Provider’s anticipated schedule for the Services: 24*7 Support 365 Days Solution Provider’s anticipated staffing of this engagement is as follows:
• Resident Engineer Support : Two Shift coverage from Monday to Sunday (7 days from 7.00AM to 11.00PM )
• (These Support has been covered in the OATS under Infra, Hardware and Network Management, Hence, no commercial to be built up as a part of Hardware)
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Appendix – 6 – Scope of work Page 116 of 121
1.1.3. Responsibilities, Dependencies & Key Assumptions :
a) Solution Provider's Responsibilities
i. Solution Provider will provide 24x7 support for these systems. ii. Solution Provider will support, maintain and repair these systems
and ensure minimum uptime 99.95% . iii. In the event of any device failure, Solution provider will arrange for
replacement.
b) Bank's Responsibilities i. Bank will provide space, power, rack and required infrastructure for
the resident engineers ii. Bank will provide necessary approval for any changes to be made
on these systems in event of any new request or installation, replacement of device and configuration changes.
1.1.4. Deliverables :
The final work product(s) ("Deliverables") for this engagement are as follows:
Mission Critical Service Deliverables
• Coverage: 24*7 Support 365 Days
• Response Time: 2 hours on-site for On-call basis support
• Resident Engineer Support : Two Shift coverage from Monday to Sunday (7 days) from 7.00AM to 11.00PM (These Support has been covered in the OATS under Infra, Hardware and Network Management, Hence, no commercial to be built up as a part of Hardware)
• Repair Commitment: Within 4 hours (CTR) Call To Repair commitment
• System Heath Check (Annual) and implementation of the findings
• Patch Analysis and Implementation (analysis on quarterly basis and implementation using Proactive Select Credits (Technical Service Days))
• Firmware Analysis and Implementation (analysis on quarterly basis and implementation using Proactive Select Credits (Technical Service Days))
• Technical Service Days
o Performance Analysis during the peak transaction periods along with recommendations
o Implementation of recommendations in Performance Analysis report
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Appendix – 6 – Scope of work Page 117 of 121
o Backup/Recovery Assessment and Improvement advice o Operational Improvement activities (automating the system admin
tasks, system management activities, etc.) o Service Improvement activities to identify and eliminate Single Point
of Failures o Technical Support for documenting the environment/setup o Securing the system basis the ISD guidelines/requirements
• Proactive support and advice/guidance from IT service improvement perspective (guidelines to improve application performance, how to automate application tasks, security guidelines, best practices implementation, identify areas of improvement in delivering IT service in joint discussions with customer and application team)
• Named Account Support Manager
• Mission Critical Hardware Specialist
• Environment Site Check
• Critical Spares Stocking in local warehouse for Mission Critical customers
• Call to Repair commitment
• Proactive updates on critical patches/fixes in setup, information on new products, features, Support EOSL notifications
• Education Services (training for customer team)
• Software Support
• Software Updates
• Proactive Monitoring Tool (Insight Remote Support Advanced Tool)
• Critical Event Management (CEM) / Accelerated Escalation Management
• Account Support Plan, Support Activity Reviews (to understand and align to customer’s Business/IT goals)
18. Considering the requirement of the solutions, hardware should be of high-
End and reputed make and should meet the following configuration at least for Production and DR :
Sl. No.
Features Description
Requirement Additional Info
1 Processor Type
The processor type should be one among these (Intel x86, AMD x86, IBM Power Series, Oracle Processors, HP Processors). However, if appliances are used for servers, other processor types would also be accepted based on fulfilling other eligibility criteria. Note: The processor used should belong to latest series of processor from the respective OEM as on date of release of RFP.
i) For SAN solution, the enterprise class of SAN solution (of the latest series) should be provided. ii) For appliance based LB/ Network device solution, the latest series of hardware should be provided.
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Appendix – 6 – Scope of work Page 118 of 121
2 Processor Config
Every unit of server should have minimum 8 processor cores. However based on the overall sizing requirement, the number of cores per server could be more. For appliances, the number of cores should be maximum as supported in the appliance
3 Memory
Every unit of server should have minimum 128 GB memory (minimum DDR3) for every 8 Cores configured in the server. However based on the overall sizing requirement, the memory per server could be more (upto the maximum memory supported in the server). For appliances, the configured memory should be maximum as supported in the appliance
4 Disk Space
Every unit of server should have minimum usable 300 GB Disk space with RAID - 1 configuration. The disk type used should be SAS or higher performance disks. For appliances, the configured disk space should be maximum as supported in the appliance
5 I/O
i) Every unit of server should have minimum 2 LAN cards supporting 1/10 Gig over Fiber, with each LAN card having minimum 2 ports. ii) Every unit of server should have minimum 2 HBA Card of 16 Gbps with each card having minimum 2 ports iii) Every unit of server should have minimum one management port For appliances, all I/O modules should be fully populated as supported in the appliance
i) For SAN solution, SFP for all the controller ports should be provided. Ii) For Appliance based LB solution/ Network devices, SFP/Connectors for all the ports provisioned in the solution should be provided
6 Cables
i) 3 meter patch cord cables should be provided for each LAN ports provided in the server solution ii) 10 meter Fiber cables with connectors should be provided for each port in HBA cards provisioned in the server solution
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Appendix – 6 – Scope of work Page 119 of 121
7 Local High Availability
Any single server failure, should not impact the operation/ cause any disruption and sufficient local High Availability in terms of additional server/hardware should be provisioned. Note: This is different from DR setup
8 Capacity
The capacity of the server/hardware solution should be sufficient to cater to the 2500 TPS (Transaction Per Second) requirement of 100000 endpoints with 85 million transactions per day while carrying out operations as mentioned in the RFP specification. Sizing of DC and DR should be same . Also at any given time, the overall average resource utilization of the configured server/hardware should not cross 70%. (Note: any spike of 70% or more consistent for around 5 minutes and more than 10 times in a week is considered to be overall utilization of 70% or above) If the utilization crosses 70%, additional server/hardware provisioning should be done at no cost to the bank to bring the utilization below 70%.
11. Project Plan, delivery and Schedule:
Table : I
Activity Sub-Activity Owner R A C I No. of
Calendar Days
and not
working days.
Letter of
Intent
Issue of Letter of
Intent
Bank R X
Installation
of Central
Solution
Provision of
Hardware for Pilot
testing
Solution
Provider
R A X+3021
Installation and
configuration of PR,
DR , UAT and
Development
Environment
Solution
Provider
R A X+6030
All Solution R A X+6030
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix – 6 – Scope of work Page 120 of 121
information/clarificati
ons gathering
including MVS,EPS
and Online
Monitoring Solutions
Provider
Bank
C
Finalisation of test
cases for each
solution (MVS and
EPS)
Solution
Provider
Bank / Existing
Endpoint
Provider
R A
C
X+6030
X- The date of issuance of Letter of Intent (LOI) to L1. LOI will be issued to L2 conditionally
that PO will be issued to L2 only after issuance of PO to L1 subject to L1 solutions are
acceptable to Bank.
Table : II
Activity Sub-Activity Number of terminals to be
covered
Owner No. of
Calendar
Days and
not
working
days.
Pilot Customisation,
Integration, installation
and testing (including
end to end
UAT/SIT/Security
Review) by the Solution
Provider bidder for
MVS, Endpoint
protection Solution,
Online Monitoring
Solution and rollout in
production
(i) L1 should provide, pro
bono, 5 Endpoints of the
model that they intend to
supply.
(i) L2 should provide, pro
bono, 2 Endpoints of the
model that they intend to
supply.
Both the above would be
deployed in live environments
and tested.
(iii) L1 should test two (2)
endpoints of each of the
existing makes and models that
the Bank has acquired in
Phases X, XI and XII. This
testing will be done in a live,
running environment.
Solution
Provider
X+180120
days
Live Pilot Testing,
Monitoring and
Observations
SP + EP +
Bank
X+210150
days
The Bank shall provide finite test cases each under functional and technical areas which will
be designed based upon the Scope of Work and other requirements mentioned in this RFP.
The L1 bidder will have to demonstrate successfully all the test cases for all the machines that
are selected for the pilot run. On successful completion of this testing, the Bank shall issue
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Appendix – 6 – Scope of work Page 121 of 121
Purchase Order to the L1 bidder for supply of CDs, hardware and Solutions and to the L2
bidder for supply of CDs. The date of issue of the Purchase Order will be Y.
If the Bank is not satisfied with the outcome of the testing during the pilot, the Bank shall, at
its discretion, cancel this procurement exercise.
If the Bank is satisfied with the outcome of the testing during the pilot, the L1 and L2 bidders
will have to deploy as per the timeline given below:
Table : III
Phase Capex : New
MVS+EPS
(L1)
Capex : New
MVS+EPS
(L2)
Capex : Existing
MVS+EPS
BLA+TOM :
EPS
Timelines
(Days)
I 875 375 8750 9000 Y+90
II 875 375 8750 9000 Y+120
III 875 375 8750 Y+150
IV 875 375 8750 Y+180
Total 3500 1500 35000 18000*
*This is provided the Bank decides to deploy the solution on BLAs and TOM.
*********************
Indicative Commercial Bid Appendix-7
1A B C D E F G H I K G
2 Sr.
No
Sub-
No
Details Unit
Rs/%|Year|Qty
Unit Rate Period Quantity Amount Max Proportion to
Total Cost3 TOTAL COST OF OWNERSHIP (TCO) 0 #DIV/0!
4 1 0 #DIV/0!
5 a Procurements of Cash Dispensors with one year Warranty Rs. | - | Qty 0 5000 0 300,000
6 b AMC for 6 years on CDs - % p.a. on Amount of item 1.a % p.a.|Year|Qty 0 6 5000 0 6 %
7 2 0 #DIV/0!
8 a ATS for 7 years on CDs Rs.p.a.|Year|Qty 0 7 5000 0 5,000
9 3 0 #DIV/0!
10 a Perpetual Client License - MVS (All Clients including OMS) with one year Warranty Rs. | - | Qty 0 40000 0 6,000
11 b Perpetual Client License - All EPS Clients with one year Warranty Rs. | - | Qty 0 58000 0 3,000
12 c ATS for 6 years on MVS Client License :Should not exceed 15 % p.a. of MVS Client % p.a.|Year|Qty 0 6 40000 0 15%
13 d ATS for 6 years on EPS Client License : Should not exceed 15 % p.a. of EPS Client % p.a.|Year|Qty 0 6 58000 0 15%
14 4 0 #DIV/0!
15 a Replenishment of consumables Rs.p.a.|Year|Qty 0 7 5000 0 3,500
16 b Housekeeping for endpoint and immediate surrounding Rs.p.a.|Year|Qty 0 7 5000 0 4,800
17 c Maintenance and Management of peripherals / allied equipment(s) Rs.p.a.|Year|Qty 0 7 5000 0 3,000
18 d Management Center Activities Rs.p.a.|Year|Qty 0 7 5000 0 25,000
19 e Cash Replenishment / Evacuation Services (Bank may or may not avail services) Rs.p.a.|Year|Qty 0 7 2000 0 60,000
20 5 0 #DIV/0!
21 A MulE-Vendor SoFware SoluEon (MVS) :License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env. 0
22 a DC : MVS [License Cost ] Rs. | - | - 0 0
23 b DR : MVS [License Cost ] - Should not exceed 10 % of DC : MVS [License Cost] Rs. | - | - 0 0 10%
24 c MVS Enviornment Setup ImplementaEon cost:UAT,Pre-Prod,Development,training,DC,DR-Should not exceed 2 % of DC:MVS-LCRs. | - | - 0 0 2%
25 B Endpoint ProtecEon Security soluEon (EPS) :License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env. 0
26 a DC : EPS [License Cost] Rs. | - | - 0 0
27 b DR : EPS [License Cost ] - Should not exceed 10 % of DC : EPS [License Cost] Rs. | - | - 0 0 10%
28 c EPS Enviornment Setup ImplementaEon cost : UAT,Pre-Prod,Development,training,DC,DR - Should not exceed 2 % of DC:EPS-LCRs. | - | - 0 0 2%
29 C Online Monitoring SoluEon (OMS) :License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env. 0
30 a DC : OMS [License Cost] Rs. | - | - 0 0
31 b DR : OMS [License Cost ] - Should not exceed 10 % of DC : OMS [License Cost] Rs. | - | - 0 0 10%
32 c OMS Enviornment Setup ImplementaEon Cost :UAT,Pre-Prod,Development,training,DC,DR -Should not exceed 2 % of DC:OMS-LCRs. | - | - 0 0 2%
33 6 0 #DIV/0!
34 a MVS - on cost of License (DC/DR) -ATS for UAT,Pre-Prod,Dev,Training are at no cost % p.a.|year | - 0 6 0 10%
35 b EPS - on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost % p.a.|year | - 0 6 0 10%
36 c OMS- on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost % p.a.|year | - 0 6 0 10%
37 7 0 #DIV/0!
38 a Project Leader Rs.|Month | No 0 84 1 0 500,000
Onsite Advanced Technical Support
Procurement of Endpoints (Cash Dispensors) - with Warranty and AMC
Annual Technical Support for 7 years for endpoints procured under this RFP
Perpetual Client License Existing and current RFP (Future licenses to be provided as same unit rate)
Managed Services for existing and current RFP endpoints for 7 years (Future endpoints MS, as same unit rate)
Enterprise wide Perpetual licence with unlimited users ( with one year warranty)
Annual Technical Support for 6 years for solutions
Appendix-7-Indicative Commercial Bid 2/2
Indicative Commercial Bid Appendix-7
1A B C D E F G H I K G
2 Sr.
No
Sub-
No
Details Unit
Rs/%|Year|Qty
Unit Rate Period Quantity Amount Max Proportion to
Total Cost3 TOTAL COST OF OWNERSHIP (TCO) 0 #DIV/0!
39 b Senior resources Rs.|Month | No 0 84 16 0 160,000
40 c Junior resources Rs.|Month | No 0 84 23 0 135,000
41 8 0 #DIV/0!
42 A Hardware Cost with one year warranty 0
43 a Production Setup for MVS/EPS/OMS Rs. | Entire Setup 0 0
44 b DR Setup for MVS/EPS/OMS Rs. | Entire Setup 0 0
45 c UAT Setup for MVS/EPS/OMS Rs. | Entire Setup 0 0
46 d Pre-Production Setup for MVS/EPS/OMS Rs. | Entire Setup 0 0
47 e Development Setup for MVS/EPS/OMS Rs. | Entire Setup 0 0
48 f Training Setup for MVS/EPS/OMS Rs. | Entire Setup 0 0
49 B AMC for Hardware for 6 years - On Total cost of 8.A.a to 8.A.f % p.a.|year | - 0 6 0 8%
50 9 0 #DIV/0!
51 a Pre-Implem. Support cost for Testing,Integration and pilot at endpoints with solutions Rs. | - | No model 0 10 0 600,000
52 b Implementation/roll-out of solutions at endpoints Rs. | - | No model 0 35000 0 1,300
53 c ATS : Post Implementation Support : MVS/EPS/Other - CD/CDM/Cash Recyclers Rs.p.a.|year|Qty 0 5 35000 0 5,000
54 10 0 #DIV/0!
55 a Site Installation / Modification Services Rs. | - | - 0 5000 0 0
Infra (including all Hardware/Software and its components) Cost
Support cost for Existing Makes and Models (Future make and model at same unit rate)
Site Installation / Modification Services
Appendix-7-Indicative Commercial Bid 2/2
Tax Rate Appendix-7-1 @ other than Income tax,Corporate Taxes and Custom duty
1A B C D
2 Sr.
No
Sub-
No
Details Exclusive Exclusive Exclusive Exclusive Exclusive Exclusive
3 Custom
Duty
GST Specify Tax@Specify Tax@Specify Tax@Specify tax@Specify tax
4 1 Procurement of Endpoints (Cash Dispensors) with Warranty and AMC
5 a Procurements of Cash Dispensors with one year Warranty
6 b AMC for 6 years on CDs
7 2 Annual Technical Support for 7 years for endpoints procured under this RFP
8 a ATS for 7 years on CDs
9 3 Perpetual Client License Existing and current RFP (Future licenses to be provided as same unit rate)
10 a Perpetual Client License - MVS (All Clients including OMS) with one year Warranty
11 b Perpetual Client License - All EPS Clients with one year Warranty
c AMC for 6 years on MVS Client License :Should not exceed 15 % p.a. of MVS Client
d AMC for 6 years on EPS Client License : Should not exceed 15 % p.a. of EPS Client
12 4 Managed Services for existing and current RFP endpoints for 7 years (Future endpoints MS, as same unit rate)
13 a Replenishment of consumables
14 b Housekeeping for endpoint and immediate surrounding
15 c Maintenance and Management of peripherals / allied equipment(s)
16 d Management Center Activities
17 e Cash Replenishment / Evacuation Services (Bank may or may not avail services)
18 5 Enterprise wide Perpetual licence with unlimited users ( with one year warranty)
19 A Multi-Vendor Software Solution (MVS) :
License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
20 a DC : MVS [License Cost ]
21 b DR : MVS [License Cost ] - Should not exceed 10 % of DC : MVS [License Cost]
22 c MVS Enviornment Setup Implementation cost:
UAT,Pre-Prod,Development,training,DC,DR
23 B Endpoint Protection Security solution (EPS) :
License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
24 a DC : EPS [License Cost]
25 b DR : EPS [License Cost ] - Should not exceed 10 % of DC : EPS [License Cost]
26 c EPS Enviornment Setup Implementation cost :
UAT,Pre-Prod,Development,training,DC,DR
27 C Online Monitoring Solution (OMS) :
License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
28 a DC : OMS [License Cost]
29 b DR : OMS [License Cost ] - Should not exceed 10 % of DC : OMS [License Cost]
30 c OMS Enviornment Setup Implementation Cost :
UAT,Pre-Prod,Development,training,DC,DR
31 6 Annual Technical Support for 6 years
32 a MVS - on cost of License (DC/DR) -ATS for UAT,Pre-Prod,Dev,Training are at no cost
33 b EPS - on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost
34 c OMS- on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost
35 7 Onsite Advanced Technical Support
36 a Team Leader
37 b Senior resources
38 c Junior resources
39 8 Infra (including all Hardware/Software and its components) Cost
40 A Hardware Cost with one year warranty
41 a Production Setup for MVS/EPS/OMS
42 b DR Setup for MVS/EPS/OMS
43 c UAT Setup for MVS/EPS/OMS
44 d Pre-Production Setup for MVS/EPS/OMS
45 e Development Setup for MVS/EPS/OMS
46 f Training for Setup MVS/EPS/OMS
47 B AMC for Hardware for 6 years - On Total cost of 8.A.a to 8.A.f
48 9 Support cost for Existing Makes and Models (Future make and model at same unit rate)
49 a Pre-Implem. Support cost for Testing,Integration and pilot at endpoints with solutions
50 b Implementation/roll-out of solutions at endpoints
51 c Post Implementation ATS Support : MVS/EPS/Other - CD/CDM/Cash Recyclers
52 10 Site Installation / Modification Services
53 a Site Installation / Modification Services
Duty
Included
in Price
Taxes not to be included in the price while bidding price
Appendix-7-1 Tax Rate 1/1
Site Installation / Modification Services - SIS Appendix-7-2
Sl Items Element Preferred Specifications Job Specs Qty Unit Unit Rate
Rs.
Total Cost
(Rs.)
(QtyxUnit
Rate)
1 Standard Vitrified Tiles Providing & fixing flooring with vitrified tiles joint-free of minimum 9mm
thickness, size 24" x 24", 4” skirting, all fixed in 1:5 cement mortar,
complete with cutting and filling joints with white cement. Make of tiles
Johnson / Bell / Euro / Asian/Nitco/Naveen /Somani or equivalent.
Ivory /Shade or as specified by the Bank.
Providing &
fixing
90 Sq.ft.
2 Standard False ceiling GI tiles metal sheet plain (Armstrong or Interarch or equivalent) of
size 600 cm x 600 cm non-perforated made out of 0.3 mm
Galvanised steel non perforated with powder coated finish. GI
sections for grid suspension system. Cut-outs to be made for
accommodating lighting fixtures.
Providing and
Fixing
80 Sq.ft.
3 Standard Panelling in the
CD room
Providing & fixing in position. ACP (Aluminium Composite Pane) with
framing of Aluminium Tube sections of min 1.5"x 1" and 20 gauge 2'-
0" C/C both ways. ACP to be in 2' wide panels or distributed equally.
Panels to be fixed to the frame with 3M or equi-valent adhesive.
Joints to be finished with Silicon based sealant.ACP thickness of 3
mm min. Aluminum foil thickness to be min 0.20 mm on both sides.
Alubond, Eurobond, Fujibond, Alcobond or equivalent ISO certified or
approved brands to be used. Bright silver Shade to be as per bank's
approval. Additional Sections to be provided to fix the Indoor AC
units. Both AC units to be installed near the machine area at the
highest position.
Providing &
Fixing
240 Sq.ft.
4 Standard Main door with
film and
customised
door handle.
Providing and fixing Aluminium door comprising of approximate
83.5mm vertical members, approximate 85-90 mm top & bottom,
approximate 83.5 mm middle member, Black powder coated.
Thickness of section not less than 1.5 mm. Godrej / Dorma / /Hafele/
Ingersol Rand/Insta Floor spring (for 100 kg weight and rated for min
0.3 million cycles) and Pivot on top. 4 mm clear polycarbonate sheet
with scratch free film on both sides. Suitable rubber beading. Wool
pile/ Weather strip on one vertical member. Providing and fixing
colour customised door handle to fit on Aluminium section. The door
size is 3'6" X 7'
Supply &
installation
23 Sq.ft.
5 Standard Aluminium
panels with 6
mm glass
Providing and fixing Aluminium panel openable comprising of
approximate 83.5mm vertical members, appropriate top & bottom and
middle members, Black powder coated. Thickness of section not less
than 1.5 mm. 6 mm clear glass to be used. The door (specs given
above) in all cases will always be 3'6"X7'. Depending on the width of
the façade, one or two panels may be made. One panel will work as
an emergency door with minimum width of 2' on the side of the
floorspring to be openable with 4 Nos of 3" Stainless steel hinges one
edge and towerbolt on the top and bottom on the other edge.
Providing &
Fixing
40 Sq.ft.
6 Standard Signage
2'6''X8'
MS Square Pipe of ¾” x ¾” 18 gauge for framing with one coat of red
oxide & two coats of oil paint to avoid rusting.
Powder coated 24 gauge GI sheets on all top, bottom & sides. The
bottom sheet to have rust-proof screws at every foot to facilitate easy
maintenance. 26 gauge GI sheet at the back.
L Angle system. Electrical - Power LEDs (OEMs: Seoul Semi-
conductor, GE, Osram, Kree, Seoul Opti Devices or equivalent)
Lucifer, Wipro, Instapower India, Permlight, Vin, GE, BinayOpto or
equivalent. Distributed evenly. LEDs aggregating 48 W.
Min Lux on white facia 400, on blue 60 & green 40. Warranty from
principals for LEDs-min 3 years. Rated for min 50000 hours. ISI FRLS
wiring -- Finolex, RR Cables or equivalent.
Backlit. Film: Avery Dennison / Dupont / 3M / LG or equivalent. With
comprehensive warranty from manufacturer of vinyl &subtrate for
Indian weather & dust conditions without any restrictive sub clauses.
Copy of valid warranty to be provided to the Bank. In case of any
failure within 5 years from date of install-ation, principal manufacturer
of flex & vinyl should replace the complete fascia (flex and vinyl).
Providing &
Fixing
20 Sq.ft.
7 Standard Signage Wiring Providing & fixing of 3 x 1.5 mm copper wire & 19 mm dia PVC 2mm
thick ISI conduit with all accessories like saddles, bends etc. 10 m
Lumpsum 1 No
8 Standard Conduiting for
VSAT / leased
lines
Providing & fixing of 25 mm dia PVC 2 mm thick conduit of ISI make
with saddling complete for connectivity.
Providing &
Fixing
20 R. Metre.
9 Standard Anti-skid vitrified
tiles
Providing & Fixing Anti Skid Vitrified Tile for Steps, Sills & threshold.
Minimum 10mm thickness. Size 300 x 300 mm. Kajaria, HR Jhonson,
Asian or equivalent. Dark shade as approved by Bank
Providing and
fixing
30 Sq.ft.
10 Standard Lighting fixture -
LEDs in 2'X2'
frame
Lighting Fixture 2'x2' with Power LED Lights. LED's of Seoul
Semiconductor, GE, Osram, Kree, Seoul Opti Devices or equivalent.
Max 30W. All LED's to be connected to UPS power supply. Warranty
from principals for LEDs-- min 3 years. Rated for min 50000 hours.
Min 175 Lux. Lighting. Lucifer, Wipro Instapower India, Permlight, Vin,
GE or equivalent. To be propped with additional ceiling support.
Supply &
Installation
1 No
Appendix-7-2-SIS 1/3
Site Installation / Modification Services - SIS Appendix-7-2
Sl Items Element Preferred Specifications Job Specs Qty Unit Unit Rate
Rs.
Total Cost
(Rs.)
(QtyxUnit
Rate)
11 Standard Electric DB for 3
phase to be
fitted in the
Back Room. In
case Back
Room not
feasible it shall
be on the Rack
or other suitable
place.
Modular distribution board comprising of Incomer 63 A Isolator (4
pole). One Double Pole 32 A MCB at incomer & 3 outgoing 16A SP
MCB controlled for CD, Emergency Light. 4 Nos UPS 6/16A Modular
Switch Socket Output. 2 Nos, 20A Metal Clad Socket should be
provided for UPS Incoming & Outgoing. One more Double Pole 32 A
MCB at incomer for 02 Nos 20A Metal Clad for ACs. One No 16A SP
MCB should feed the supply to one no. 16A timer switch at night glow
day off mode. 1 Nos. 16A SP MCB should be available for general
light & 01 No 16A SP MCB should feed the supply 2Nos 6/16A
Modular Switch Socket at Raw Power.All wiring of ISI FRLS cables.
Lighting points including circuit wiring with 1.5 Sq mm copper wire and
for UPS and AC input and output wiring 4 Sq mm copper wire through
cable manager. All neutral & earth links should be of minimum 63A.
All switches, MCBs, ELCBs, cables to be ISI make: Legrand, GE, MK,
L&T, Anchor Roma, Indokrupp, Crabtree, Finolex, Siemens or an
equivalent standard/ make having the required service support.Single
line diagram showing the lighting, power & UPS power distribution in
CD room with size and ratings of wires, etc. to be provided.
Providing &
Fixing
1 set
12 Standard Maintenance-
Free chemical
Earthing
Based on Earthing Electrode with inbuilt copper strip/GEL/GAF
based. Should have resistance< 1 Ohm and should be < 2V between
neutral and earth. Suitable electrode be used as per the site
requirements. Earth enhanced compound powder (Gel) with hardener
to be provided minimum 20Kg per site/ Back Fill/Site Filled compound
(BFC/BSC)- 100 Kg. Earthing Warranty for 5 years. The electrode
should be minimum 60mm dia and 3 Meter length or 80 mm dia and 2
meter length. Dedicated earthing for CD.
Supply &
Installation
1 No
13 Standard Earthing wire 6 mm solid copper PVC insulated wire for extending from the earth pit
to CD room using a 2 mm thick PVC 19 mm dia conduit.
supply and
installation
15 metre
14 Standard Light under the
porch area
Providing & Fixing recessed downlighter 4 W Power LEDs. Min Lux
125. Lucifer, Instapower, Vin, Permlight, GE, Wipro, BinayOptoor
equivalent OEMs: Seoul Semiconductor, GE, OsramOpto
Semiconductor, Kree, Seoul Opti Devices or equivalent
Providing &
Fixing
1 No
15 Standard Grouting(All
machines to be
grouted)
Moving/tilting of machine for removing existing leveling screws.
Drilling 8”-10” holes in the existing flooring using concrete drill bits.
Hammering metal sleeves in these holes. Repositioning the machines
over the existing markings. Putting in Anchor fasteners - min. 6” long
anchor fasteners, preferably of Fischer make. Applying resin
adhesive (Araldite) over the finished bolt positions for improved
bonding & Repairing broke tiles, if any.
1 No
16 Standard Mains cabling /
wiring
4 core - 10 sq mm copper cable of ISI make Providing
&Fixing
5 metre
17 Standard Wiring for UPS,
ACs
4 sq mm copper flexible cable of approved ISI make. With conduit. Providing
&Fixing
10 metre
18 Standard Plastic Paint Providing and Fixing plastic paint of Asian /Nerolac/ ICI / JNN or
equivalent make with surface preparation, primer and putty complete.
Providing &
applying
80 Sq.ft.
19 Standard CFL lamp with
holder
Providing & Fixing CFL lighting fixture with holder mounted on wall. Providing &
fixing
1 No
20 Standard Main Switch Main switch 63 A 415 V TPN with HRC fuse. Providing &
fixing
1 No
21 Standard 15 Amp Switch
with sockets
15 Amps Modular Switches and sockets of MK / Havells / Crabtree or
equivalent make concealed type of ISI Standards (Within CD Room).
Includes cabling up to 5 meters.
Providing &
fixing
1 No
22 Standard Rough granite
for steps and
threshold
Making steps of black rough granite 18mm thick. Fixing in cement
mortar 1: 5, complete with cutting and joints filling and moulding.
Providing &
Fixing
8 Sq.ft.
23 Standard Data Cabling Data Cabling with CAT5E cable with conduiting Providing &
fixing
10 metre
24 Standard Information
outlet
Information outlet Providing &
fixing
2 No
25 Fixed Components Visual
Merchandising
Designer level customised branded Information Panel, Waste Bin and
storage space for house-keeping material as per banks' design.
Set 1 Set
26 Fixed Components Poster Frames -
Wall Hung
2 sheets of 36” x 24” clear acrylic (poster to be sandwiched in
between). Outer sheet is 5 mm thick and bevelled crystal edge
polished for ¾” at 8-10 degrees on all sides in the front. Rear sheet is
5 mm thick flat. Rate inclusive of S1 grade aluminium.
Providing &
Fixing
2 No
Appendix-7-2-SIS 2/3
Site Installation / Modification Services - SIS Appendix-7-2
Sl Items Element Preferred Specifications Job Specs Qty Unit Unit Rate
Rs.
Total Cost
(Rs.)
(QtyxUnit
Rate)
27 Fixed Components Back Room
(mandatory)
Note:Rack
shall be
provided if
construction
of Back Room
is not at all
feasible. Also,
rack shall be
provided if the
site condition
so demands.
In these
situations,
rack shall be
as per item C
(Optional
Item).
Providing & fixing in position. ACP (Aluminium Composite Panel) with
framing of Aluminium Tube sections of min 1.5" x1" and 18 gauge 2'-
0" C/C both ways. ACP to be in 2' wide panels or distributed equally.
The panels to be fixed to the frame with 3M or equivalent adhesive.
Joints to be finished with Silicon based sealant. ACP thickness of 2
mm min. Aluminum foil thickness to be 0.20 mm. ACP only on the CD
side with thickness of 3mm minimum. No panelling to be done on the
back wall of the Room. Alubond, Eurobond, Fujibond, Alcobond or
equivalent approved brands to be used. Shades to be as per bank's
approval. ACP Door 3'X7' made of Aluminum frame. For back room
an ordinary battery stand will be provided and no rack needs to be
provided. MS Metal Shelves to be provided to house the other
equipments. No flooring needs to be done in the back room.
Providing &
fixing
80 Sq.ft.
28 Fixed Components Aircon Louvers P and F 6” powder coated aluminium louvers of approved colour. Providing &
Fixing
1 Sq.ft.
29 Fixed Components Shutter boxing
with trap door
Providing & fixing in position Aluminium Composite Panel (ACP) with
framing of Aluminium Tube sections of min 1.5" x 1" and 20 gauge 2'-
0" C/C both ways. Mirror screws to be used. Joints to be finished with
Silicon based sealant. ACP thickness of 3 mm minimum. Aluminium
foil thickness to be min 0.20 mm., 2'-0" C/C both ways. ACP to be in
2' width panels or distributed equally. Alubond, Eurobond, Fujibond,
Alcobond or equivalent ISO certified brands to be used. Shades to be
as per bank's approval. Trap door will be made of same ACP with
Aluminium framing
Providing &
fixing
80 Sq.ft.
30 Fixed Components Shutter painting Providing and applying three coats of 1st
quality enamel paint
including scraping the surface clean.
Providing &
Fixing
80 Sq.ft.
31 Fixed Components Battery stand MS painted rack to house minimum 8 batteries (120AH), Dimensions
are H 800 x W- 420 X D - 750 in mm
Providing 1 No
32 Grand Total (Should be equal to Unit Rate of Appendix-7
Sr.No.10a)
Appendix-7-2-SIS 3/3
Payment Terms Appendix-7a
1A B C D E
2 Sr.
No
Sub-
No
Details Payment terms Payment Authority
3
4 1 Procurement of Endpoints (Cash Dispensors) with Warranty and AMC
5 a Procurements of Cash Dispensors with one year Warranty 100 % on installation of the machine, the vendor will submit
an Installation Certificate with an undertaking to dispose of
existing endpoint as per e-waste policy subject to
confirmation by the concerned Branch Manager/ Authorised
Bank official as per the format
Respective CMCS Department at LHO.
6 b AMC for 6 years on CDs Payment will be made quarterly in arrears Respective CMCS Department at LHO.
7 2 Annual Technical Support for 7 years for endpoints procured under this RFP
8 a ATS for 7 years on CDs Payment will be made quarterly in arrears. Respective CMCS Department at LHO.
9 3 Perpetual Client License Existing and current RFP (Future licenses to be provided as same unit rate)
10 a Perpetual Client License - MVS (including OMS Clients) Proportionate Payment will be made quarterly in arrears for
the additional license used in the roll-out during the quarter.
IT-ATM Department at GITC.
11 b Perpetual Client License - All EPS Clients Proportionate Payment will be made quarterly in arrears for
the additional license used in the roll-out during the quarter.
IT-ATM Department at GITC.
c ATS for 6 years on MVS Client License :Should not exceed 15 % p.a. of MVS Client Proportionate payment will be made on yearly basis in
arrears
IT-ATM Department at GITC.
d ATS for 6 years on EPS Client License : Should not exceed 15 % p.a. of EPS Client Proportionate payment will be made on yearly basis in
arrears
IT-ATM Department at GITC.
12 4 Managed Services for existing and current RFP endpoints for 7 years (Future endpoints MS, as same unit rate) Respective CMCS Department at LHO.
13 a Replenishment of consumables Proportionate Payment will be made quarterly in arrears Respective CMCS Department at LHO.
14 b Housekeeping for endpoint and immediate surrounding Proportionate Payment will be made quarterly in arrears Respective CMCS Department at LHO.
15 c Maintenance and Management of peripherals / allied equipment(s) Proportionate Payment will be made quarterly in arrears Respective CMCS Department at LHO.
16 d Management Center Activities Proportionate Payment will be made quarterly in arrears Respective CMCS Department at LHO.
17 e Cash Replenishment / Evacuation Services (Bank may or may not avail services) Proportionate Payment will be made quarterly in arrears Respective CMCS Department at LHO.
18 5 Enterprise wide Perpetual licence with unlimited users ( with one year warranty)
19 A Multi-Vendor Software Solution (MVS) :
License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
20 a DC : MVS [License Cost ] Payment will be made Quarterly in arrears with reference to
installation at the endpoint as under : Cost of License
(DR:MVS) / 40000 x no. of endpoints where MVS is
implemented.
IT-ATM Department at GITC.
21 b DR : MVS [License Cost ] - Should not exceed 10 % of DC : MVS [License Cost] Payment will be made Quarterly in arrears with reference to
installation at the endpoint as under : Cost of License
(DR:MVS) / 40000 x no. of endpoints where MVS is
implemented.
IT-ATM Department at GITC.
22 c MVS Enviornment Setup Implementation cost:
UAT,Pre-Prod,Development,training,DC,DR
100 % payment on set up of each of the enviornment subject
to delivery of all the requirements as per Scope of work and
Technical requirements and successful pilot roll-out at
endpoints.
IT-ATM Department at GITC.
23 B Endpoint Protection Security solution (EPS) :
License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
Appendix-7a-Payment Terms 1/3
Payment Terms Appendix-7a
1A B C D E
2 Sr.
No
Sub-
No
Details Payment terms Payment Authority
3
24 a DC : EPS [License Cost] Payment will be made Quarterly in arrears with reference to
installation at the endpoint as under : Cost of License
(DC/EPS) / 58000 x no. of endpoints where MVS is
implemented.
IT-ATM Department at GITC.
25 b DR : EPS [License Cost ] - Should not exceed 10 % of DC : EPS [License Cost] Payment will be made Quarterly in arrears with reference to
installation at the endpoint as under : Cost of License
(DR:EPS) / 58000 x no. of endpoints where MVS is
implemented.
IT-ATM Department at GITC.
26 c EPS Enviornment Setup Implementation cost :
UAT,Pre-Prod,Development,training,DC,DR
100 % payment on set up of each of the enviornment subject
to delivery of all the requirements as per Scope of work and
Technical requirements and successful pilot roll-out at
endpoints.
IT-ATM Department at GITC.
27 C Online Monitoring Solution (OMS) :
License cost for DC and DR & No Licensing cost for UAT, Pre-Prod,Dev, training env.
28 a DC : OMS [License Cost] Payment will be made Quarterly in arrears with reference to
installation at the endpoint as under : Cost of License
(DC:OMS) / 40000 x no. of endpoints where MVS is
implemented.
IT-ATM Department at GITC.
29 b DR : OMS [License Cost ] - Should not exceed 10 % of DC : OMS [License Cost] Payment will be made Quarterly in arrears with reference to
installation at the endpoint as under : Cost of License
(DR:OMS / 40000 x no. of endpoints where MVS is
implemented.
IT-ATM Department at GITC.
30 c OMS Enviornment Setup Implementation Cost :
UAT,Pre-Prod,Development,training,DC,DR
100 % payment on set up of each of the enviornment subject
to delivery of all the requirements as per Scope of work and
Technical requirements and successful pilot roll-out at
endpoints.
IT-ATM Department at GITC.
31 6 Annual Technical Support for 6 years
32 a MVS - on cost of License (DC/DR) -ATS for UAT,Pre-Prod,Dev,Training are at no cost Payment will be made quarterly in arrears after one year of
warranty on actual license cost paid proportionately
IT-ATM Department at GITC.
33 b EPS - on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost Payment will be made quarterly in arrears after one year of
warranty on actual license cost paid proportionately
IT-ATM Department at GITC.
34 c OMS- on cost of License (DC/DR)-ATS for UAT,Pre-Prod,Dev,Training are at no cost Payment will be made quarterly in arrears after one year of
warranty on actual license cost paid proportionately
IT-ATM Department at GITC.
35 7 Onsite Advanced Technical Support
36 a Team Leader Payment will be made quarterly in arrears proportionately IT-ATM Department at GITC.
37 b Senior resources Payment will be made quarterly in arrears proportionately IT-ATM Department at GITC.
38 c Junior resources Payment will be made quarterly in arrears proportionately IT-ATM Department at GITC.
39 8 Infra (including all Hardware/Software and its components) Cost
40 A Hardware Cost with one year warranty
41 a Production Setup for MVS/EPS/OMS Payment will be made on release of PO on successful
commissioning and acceptance of solutions with pilot roll out
at endpoints
IT-ATM Department at GITC.
Appendix-7a-Payment Terms 2/3
Payment Terms Appendix-7a
1A B C D E
2 Sr.
No
Sub-
No
Details Payment terms Payment Authority
3
42 b DR Setup for MVS/EPS/OMS Payment will be made on release of PO on successful
commissioning and acceptance of solutions with pilot roll out
at endpoints
IT-ATM Department at GITC.
43 c UAT Setup for MVS/EPS/OMS Payment will be made on release of PO on successful
commissioning and acceptance of solutions with pilot roll out
at endpoints
IT-ATM Department at GITC.
44 d Pre-Production Setup for MVS/EPS/OMS Payment will be made on release of PO on successful
commissioning and acceptance of solutions with pilot roll out
at endpoints
IT-ATM Department at GITC.
45 e Development Setup for MVS/EPS/OMS Payment will be made on release of PO on successful
commissioning and acceptance of solutions with pilot roll out
at endpoints
IT-ATM Department at GITC.
46 f Training Setup for MVS/EPS/OMS Payment will be made on release of PO on successful
commissioning and acceptance of solutions with pilot roll out
at endpoints
IT-ATM Department at GITC.
47 B AMC for Hardware for 6 years - On Total cost of 8.A.a to 8.A.f Payment will be made after one year quarterly in arrears IT-ATM Department at GITC.
48 9 Support cost for Existing Makes and Models (Future make and model at same unit rate)
49 a Pre-Implem. Support cost for Testing,Integration and pilot at endpoints with solutions Payment will be paid on successful pilot for atleast 30 days. IT-ATM Department at GITC.
50 b Implementation/roll-out of solutions at endpoints Payment will be made quarterly in arrears provided Bank
avails the services of Solution Provider.
Respective CMCS Department at LHO.
51 c Post Implementation ATS Support : MVS/EPS/Other - CD/CDM/Cash Recyclers Payment will be made quarterly in arrears Respective CMCS Department at LHO.
52 10 Site Installation / Modification Services
53 a Site Installation / Modification Services Payment will be made on successful completion certificate
issued by the Bank
Respective CMCS Department at LHO.
Appendix-7a-Payment Terms 3/3
Appendix-8
FORMAT FOR EMD BANK GUARANTEE
To: ------------------- -------------------
Dear Sir,
EMD BANK GUARANTEE FOR NAME OF SOFTWARE SOLUTION/ SERVICES TO STATE BANK OF INDIA TO MEET SUCH REQUIRMENT AND PROVIDE SUCH SOFTWARE SOLUTION/ SERVICES AS ARE SET OUT IN THE RFP NO.SBI:xx:xx DATED dd/mm/yyyy SUPPLY, INSTALLATION, TESTING & COMMISSIONING OF COMPUTER HARDWARE, SOFTWARE & PERIPHERALS AS ARE SET OUT IN THE SBI WHEREAS State Bank of India (SBI), having its Corporate Office at Nariman Point, Mumbai, and Regional offices at other State capital cities in India has invited Request for Proposal for supply, installation, testing and commissioning of _____________________________ and to develop, implement and support ………………… (name of Software Solution/ Service) as are set out in the Request for Proposal SBI:xx:xx dated dd/mm/yyyy. 2. It is one of the terms of said Request for Proposal that the Bidder shall furnish a Bank Guarantee for a sum of Rs.__________/-(Rupees ___________________Only) as Earnest Money Deposit. 3. M/s. ________________________, (hereinafter called as Bidder, who are our constituents intends to submit their Bid for the said work and have requested us to furnish guarantee in respect of the said sum of Rs.__________/-(Rupees _____________________ only) 4. NOW THIS GUARANTEE WITNESSETH THAT We _____________________________ (Bank) do hereby agree with and undertake to the State Bank of India, their Successors, assigns that in the event of the SBI coming to the conclusion that the Bidder has not performed their obligations under the said conditions of the RFP or have committed a breach thereof, which conclusion shall be binding on us as well as the said Bidder, we shall on demand by the SBI, pay without demur to the SBI, a sum of Rs.__________/- (Rupees _____________________ Only) that may be demanded by SBI. Our guarantee shall be treated as equivalent to the Earnest Money Deposit for the due performance of the obligations of the Bidder under the said conditions, provided,
RFP for Procurement of Endpoints with Solutions and Support Services
Page 2 of 3 Appendix-8 Format for Bank Guarantee as EMD
however, that our liability against such sum shall not exceed the sum of Rs.__________/- (Rupees _____________________ Only).
5. We also agree to undertake to and confirm that the sum not exceeding Rs.__________/- (Rupees _____________________ Only) as aforesaid shall be paid by us without any demur or protest, merely on demand from the SBI on receipt of a notice in writing stating the amount is due to them and we shall not ask for any further proof or evidence and the notice from the SBI shall be conclusive and binding on us and shall not be questioned by us in any respect or manner whatsoever. We undertake to pay the amount claimed by the SBI within 24 hours from the date of receipt of the notice as aforesaid. We confirm that our obligation to the SBI under this guarantee shall be independent of the agreement or agreements or other understandings between the SBI and the Bidder. This guarantee shall not be revoked by us without prior consent in writing of the SBI.
6. We hereby further agree that –
a) Any forbearance or commission on the part of the SBI in enforcing the
conditions of the said agreement or in compliance with any of the terms and conditions stipulated in the said Bid and/or hereunder or granting of any time or showing of any indulgence by the SBI to the Bidder or any other matter in connection therewith shall not discharge us in any way our obligation under this guarantee. This guarantee shall be discharged only by the performance of the Bidder of their obligations and in the event of their failure to do so, by payment to us of the sum not exceeding Rs.__________/- (Rupees _____________________ Only)
b) Our liability under these presents shall not exceed the sum of Rs.__________/- (Rupees _____________________ Only)
c) Our liability under this agreement shall not be affected by any infirmity or irregularity on the part of our said constituents in tendering for the said work or their obligations there under or by dissolution or change in the constitution of our said constituents.
d) This guarantee shall remain in force upto 180 days provided that if so desired by the SBI, this guarantee shall be renewed for a further period as may be indicated by them on the same terms and conditions as contained herein.
e) Our liability under this presents will terminate unless these presents are renewed as provided herein upto 180 days or on the day when our said constituents comply with their obligations, as to which a certificate in writing by the SBI alone is the conclusive proof, whichever date is later.
f) Unless a claim or suit or action is filed against us within six months from that date or any extended period, all the rights of the SBI against us under
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this guarantee shall be forfeited and we shall be released and discharged from all our obligations and liabilities hereunder.
Notwithstanding anything contained hereinabove:
(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/- (Rupees …………………….only)
(b) This Bank Guarantee shall be valid upto ……………………….
(c) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if you serve upon us a written claim or demand on or before ……………………
Yours faithfully,
For and on behalf of
____________________________ Authorized official. (Note: This guarantee will require stamp duty as applicable in the State where it is executed and shall be signed by the official(s) whose signature and authority shall be verified)
Appendix-9
PERFORMANCE BANK GUARANTEE FORMAT
(TO BE STAMPED AS AN AGREEMENT)
THIS PERFORMANCE BANK GUARANTEE AGREEMENT executed at ……..this…….day of ……….. 201 by ……………. (Name of the Bank)……….. having its Registered Office at …………….and its Branch at …………………………………………….(hereinafter referred to as "the Guarantor", which expression shall, unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its successors and permitted assigns) IN FAVOUR OF State Bank of India, a Statutory Corporation constituted under the State Bank of India Act, 1955 having its Corporate Centre at State Bank Bhavan, Nariman Point, Mumbai and one of its offices at------------------ (procuring office address), hereinafter referred to as "SBI" which expression shall, unless repugnant to the subject, context or meaning thereof, be deemed to mean and include its successors and assigns).
WHEREAS M/s__________________________________________, incorporated under __________________________________ Act having its registered office at __________________________________ and principal place of business at __________________________________ (hereinafter referred to as “Service Provider/ Vendor” which expression shall unless repugnant to the context or meaning thereof shall include its successor, executor & assigns) has agreed to supply of hardware/software and/ or services and to develop, implement and support ………………… (name of Software Solution/ Service) (hereinafter referred to as “Services”) to SBI in accordance with the Request for Proposal (RFP) No. SBI:xx:xx dated dd/mm/yyyy.
WHEREAS, SBI has agreed to avail the Services from the Service Provider for a period of ______ year(s). WHEREAS, in accordance with terms and conditions of the RFP/Purchase order/Agreement dated……………, Service Provider is required to furnish a Bank Guarantee for a sum of Rs.__________/- (Rupees _________ only) for due performance of the obligations of the Service Provider in providing the Services, in accordance with the RFP/Purchase order/Agreement guaranteeing payment of the said amount of Rs.__________/- (Rupees __________ only) to SBI, if Service Provider fails to fulfill its obligations as agreed in RFP/Agreement. WHEREAS, the Bank Guarantee is required to be valid for a total period of _____ months and in the event of failure, on the part of Service Provider, to fulfill any of its commitments / obligations under the RFP/Agreement, SBI shall be entitled to invoke the Guarantee.
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AND WHEREAS, the Guarantor, at the request of Service Provider, agreed to issue, on behalf of Service Provider, Guarantee as above, for an amount of Rs.___________/- (Rupees ___________ only). NOW THIS GUARANTEE WITNESSETH THAT
1. In consideration of SBI having agreed to entrust the Service Provider for rendering Services as mentioned in the RFP, we, the Guarantors, hereby unconditionally and irrevocably guarantee that Service Provider shall fulfill its commitments and obligations in respect of providing the Services as mentioned in the RFP/Agreement and in the event of Service Provider failing to perform / fulfill its commitments / obligations in respect of providing Services as mentioned in the RFP/Agreement, we (the Guarantor) shall on demand(s), from time to time from SBI, without protest or demur or without reference to Service Provider and not withstanding any contestation or existence of any dispute whatsoever between Service Provider and SBI, pay SBI forthwith the sums so demanded by SBI in each of the demands, subject to a cumulative maximum amount of Rs.__________/- (Rupees ____________only).
2. Any notice / communication / demand from SBI to the effect that Service Provider has failed to fulfill its commitments / obligations in respect of rendering the Services as mentioned in the Agreement, shall be conclusive, final & binding on the Guarantor and shall not be questioned by the Guarantor in or outside the court, tribunal, authority or arbitration as the case may be and all such demands shall be honoured by the Guarantor without any delay.
3. We (the Guarantor) confirm that our obligation to the SBI, under this
guarantee shall be independent of the agreement or other understandings, whatsoever, between the SBI and the Service Provider.
4. This guarantee shall not be revoked by us (the Guarantor) without prior consent in writing of the SBI.
WE (THE GUARANTOR) HEREBY FURTHER AGREE & DECLARE THAT-
(i) Any neglect or forbearance on the part of SBI to Service Provider or any
indulgence of any kind shown by SBI to Service Provider or any change in the terms and conditions of the Agreement or the Services shall not, in any way, release or discharge the Bank from its liabilities under this Guarantee.
(ii) This Guarantee herein contained shall be distinct and independent and shall be enforceable against the Guarantor, notwithstanding any Guarantee or Security now or hereinafter held by SBI at its discretion.
(iii) This Guarantee shall not be affected by any infirmity or absence or irregularity in the execution of this Guarantee by and / or on behalf of the
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Guarantor or by merger or amalgamation or any change in the Constitution or name of the Guarantor.
(iv) The guarantee shall not be affected by any change in the constitution of SBI or Service Provider or winding up / liquidation of Service Provider, whether voluntary or otherwise
(v) This guarantee shall be a continuing guarantee during its validity period and the SBI can make its claim in one or more events within the total liability of the Guarantor mentioned herein.
(vi) This Guarantee shall remain in full force and effect for a period of __ years from the date of the issuance i.e. up to _________ Unless a claim under this Guarantee is made against us within three (3) months from that date i.e. on or before _____ , all your rights under this Guarantee shall be forfeited and we shall be relieved and discharged from all liabilities there under.
(vii) This guarantee shall be governed by Indian Laws and the Courts in Mumbai, India alone shall have the jurisdiction to try & entertain any dispute arising out of this guarantee.
Notwithstanding anything contained herein above:
(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/- (Rupees …………………….only) (b)This Bank Guarantee shall be valid upto………………………. c) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if SBI serve upon us a written claim or demand on or before …………………… (date which is 3 months after date mentioned at (b) above.
Yours faithfully, For and on behalf of Bank. __________________________ Authorised official
Appendix-10a Proforma of successful Installation of endpoint Page 1 of 2
Appendix-10a
Installation Certificate of Endpoint
Customer Name: Customer
ID:
ATM ID: Installation
Date:
Bank Detail
Base Branch:
Address :
City :
Pincode :
Contact Person(Branch :
Mgr/Channel Mgr)
Contact No. :
Email ID :
Place of Installation
Address :
City :
Pincode :
Contact Person(Branch :
Mgr/Channel Mgr)
Contact No. :
Email ID :
Purchase Order / Dispatch Details
Purchase Order No. : PO Date : Dispatch Date: Delivery Date:
Physical condition of machine at time of deliver :
Good Partially Damaged
Completely Damaged Item Missing
Warranty Period : Warranty Start Date: Warranty Expiry Date:
Hardware Configuration
Machine Serial No. :
Part No. Part Description Quantity
Software Configuration
Application Version
MVS
EPS
XFS
OS
Network Configuration
Machine IP : Subnet Mask : Gateway:
Remote IP : Remote Port :
Disposal of ATM as per e-Waste Bank’s Policy
We undertake that Machine Serial No. _______________________ ATM ID ____________ Make _________________
Model _____________________ have been decommissioned, lifted and shifted to our location as per RFP. We, hereby
undertake that we shall dispose of the same as per the e-waste policy of the Bank.
Certificate Compliance and submission (Attached)
PCI-PTS Certificate (EPP,PinPads) Yes/No
EMVCo L1 LoA, MC,Visa , Rupay Certificates (Card Readers and EMV) Yes/No
Appendix-10a Proforma of successful Installation of endpoint Page 2 of 2
TIS/SIS (If in Scope)
Date when clear Site made available: AC Installed UPS Installed
Reasons for delay if any : Hard Disk of old Factory Settings/Password for dual
ATM/CD returned combination electronic lock changed
To the branch
Date of SIS Completion:
We confirm that default BIOS password has been changed and endpoint have been integrated with the Switch and
Central MVS/EPS/Other Solutions and admin control taken over by Central solution.
Following keys were handed over and received by: ______________________ Signature : _______________
Cash out Cassette & RR Cassette key No. : Addition Cassette Key No. : Hood Door key
Safe Key Received : Yes No
Elect. Lock Combination changed and set to dual user: Yes No
Operation Training given to : _________________________________ Signature : _____________________
Engineer Name : _________________________________ Signature : _____________________
Branch Manager/ Channel Manager: _________________________________ Signature : _____________________
Appendix-10b Proforma of Commission and acceptance - Solutions Page 1 of 3
Appendix-10b
PROFORMA OF CERTIFICATE TO BE ISSUED BY THE BANK AFTER SUCCESSFUL COMMISSIONING AND ACCEPTANCE
OF THE HARDWARE/SOFTWARE SOLUTION/ SERVICES
Date: M/s.--------------- ------------------------- Sub: Certificate of commissioning of Solution RFP No : GITC/ATM/2017-18/ dated _________ 1. This is to certify that the Equipment, Software Solution and Services as
detailed below has/have been successfully installed and commissioned/ received in good condition along with all the standard and special accessories (subject to remarks in Para No. 2) in accordance with the Contract/specifications.
Deliverables Successful as per RFP
Terms Y/N
Date of success
Central Solutions : MVS* Central Solutions : EPS* Central Solutions : OMS*
Endpoints with MVS and EPS and other agents at pilot @ *
All infra (includes all hardware and software components) for DC,DR, UAT and Development
* Successful completion of following activities : (a) Functionalities defined in Scope of Work – MVS, EPS, OMS (b) Functionalities defined in Scope of Work - Services (b) Functional and technical requirements as per RFP (except where Bank has deferred ); (c) All the test cases defined by the Bank (d) Pass on UAT
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(e) Information Security cleared by Bank. (f) Performance Benchmark Certificate (@2500TPS, 100000 Endpoints) (g) Pilot on following terminals
(i) 5 Endpoints(new) provided by L1 (ii) 2 Endpoints(new) provided by L2 (iii) 20 Endpoints(existing) provided by existing vendors/OEMs.
Further, following certificates have been submitted :
1) EndPoint Installation Certificate(EPIC) 2) PCI-PTS Certificate (EPP/PinPads) 3) EMVCo L1 LoA, MC/Visa Certificates (Card Readers) 4) EMVCo L2 LoA,, MC/Visa/Rupay Certificates (EMV Kernel) 5) Default Passwords Reset (BIOS, System, etc.) 6) MVS Solution (as part of EPIC) 7) PA-DSS Certificate (for MVS) 8) Disposable e-waste Certificate (DEC), if applicable
2. Details of specifications of Equipment, Software Solution and Services not yet
supplied/commissioned and recoveries to be made on that account: S.No. Description Amount to be recovered 3. The acceptance test has been done to our entire satisfaction and Staff have
been trained to operate the Equipment, Software Solution and Services. 4. The Vendor has fulfilled his contractual obligations satisfactorily*
or The Vendor has failed to fulfill his contractual obligations with regard to the
following: (a) (b) (c) 5. The amount of recovery on account of non-supply of Equipment, Software
Solution and Services is given under Para No. 2. 6. The amount of recovery on account of failure of the Vendor to meet his
contractual obligations is as indicated in endorsement of the letter.
Signature _______________________
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Page 3 of 3 Confidential & Proprietary
Name _______________________
Designation with stamp __________________
______________________________________ * Explanatory notes for filling up the certificates: (a) The Vendor has adhered to the time schedule specified in the contract in in
dispatching the Equipments /providing the required Software Solution / Manuals pursuant to Technical Specifications.
(b) The Vendor has supervised the commissioning of the Equipments/ Software
Solution in time i.e., within the period specified in the contract from the date of intimation by the Bank in respect of the installation of the Equipments/Software Solution.
(c) Training of personnel has been done by the Vendor as specified in the
Contract. (d) In the event of Manuals having not been supplied or installation and
commissioning of the Software Solution having been delayed on account of the Vendor, the extent of delay should always be mentioned.
Appendix : 11
SLA Terms and Penalties for Non-Compliance
Table of Contents
1. Procurement of Endpoints, Warranty and AMC : Endpoint Provider .......................... 2 2. Annual Technical Support : Solution Provider ........................................................... 4 3. Managed Services : Solution Provider : ....................................................................... 5 4. Existing and future Endpoint Supports : Solution Provider ................................. 9 5. Solutions : Solution Provider ........................................................................... 10 6. Online Advance Technical Support : Solution Provider ............................. 17 7. Hardware : Solution Provider .................................................................... 21 8. Penalties for Reputational and Business Loss : ......................................................... 23 9. Transition Penalty : ................................................................................................... 24 (As per Appendix 1) ..................................................................................................... 24
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In case where penalty amount cannot be serviced through payment being made to endpoint provider/solution provider, penalty will be paid by the endpoint provider/solution provider through a cheque within 15 days from the close of the quarter. If the endpoint provider/solution provider fails to pay, the Bank may realise the penalty amount by either invoking the BG submitted by the endpoint provider/solution provider or recovering from any other payment due to the endpoint provider/solution provider. 1. Procurement of Endpoints, Warranty and AMC : Endpoint Provider
1.1. Downtime :
1.1.1. Calculation of Downtime :
A endpoint will be considered “down” when it cannot receive/dispense cash. "Down Time" shall mean the interval between the times of reporting of failure to completion of repair. "Percentage Downtime" shall mean the aggregate of downtime of the particular endpoint during a quarter expressed as a percentage of total available time in a quarter -- actual number of days to be taken into account X 24 hours). For example, if the aggregate downtime of a endpoint works out to 15 hours during a quarter, then the percentage downtime shall be calculated as follows:
15 x 100
No of days in quarter x 24
The downtime will be calculated on endpoint basis and not the entire network for the purpose of implementing penal provisions.
If a endpoint is shut down or is unavailable to the public during pre-determined specific periods as announced by the Bank, for reasons not attributable to the Endpoint Provider, such time period of unavailability will be excluded from the denominator while calculating the downtime percentage. Downtime will have the exclusions as detailed in “Exclusions to Bidder’s liability for penalty”.
"Down Time" shall mean the interval between the time of reporting of failure to the time of completion of repair. The Branch Manager of the Branch or the Channel Manager has the discretion to decide regarding the exclusions which shall be final and binding on Bidder.
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In the matter of calculation of penalties, Bank will not rely only on the Endpoint Provider’s report but will also cross-check the data through independent verification from its ATM switch, ATM Monitoring Solution/ Tool or any other mechanism deployed by the Bank.
1.1.2. Penalty for Downtime :
Bidder shall ensure that the full configuration of the endpoint is available to Bank in proper working condition and ensure minimum uptime of 99%, and maximum downtime per instance for each endpoint and / or services required under scope of work as under with penalty thereon :
Category Resolution Time/ TAT Penalty VIP endpoints 2 Hours : Irrespective of the
population group/ category
Rs.1200 per endpoint per hour
Regular endpoints i. 4 Hours : At Metro, Urban
and Semi-urban locations
ii. 6 Hours : At Rural locations
Rs.1000 per endpoint per hour
The downtime will be computed from the time of ticketing of the relative fault at the Bank’s Online Monitoring Solution.
Additionally, Penalty for not maintaining uptime of 99% on account of hardware faults will be as under: 97% to 99% : 5% of pro rata AMC for the month 95% to > 97% : 10% of pro rata AMC for the month 91% to > 95% : 25% of pro rata AMC for the month Less than 91% : 50% of pro rata AMC for the month
1.1.3. Exclusions to Endpoint Provider’s liability for penalty :
The following exclusions would be taken into account in computing penalty:
A maximum of 3 hours for quarterly Preventive Maintenance
Actual Supervisory Time (which should be reasonable & in tune with
national average)
Actual downtime on account of the Switch and network connectivity.
Core Banking Solution Host outages
Vandalism
Non-availability of access to the CD.
Force Majeure cases
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Uncontrollable circumstances which shall be decided by the Bank and shall
be binding on Endpoint Provider.
In the state of Jammu and Kashmir and the North Easter states, the ATM
Operations under DGM (CS and CM) at respective LHOs may expressly
allow maximum time not exceeding 24 hours for those specific locations
which are considered difficult to reach for the reasons of inaccessible terrain
and / or insurgency
1.2. In case, endpoint provider (L1 or L2) who have supplied the endpoints with
Window 7 and fails to upgrade the same to Windows 10, penalty shall be charged Rs.1000/- per endpoint per day w.e.f. 01st JulyJanuary, 2019.
1.3. In addition to the penalties mentioned elsewhere in this RFP penalty will also be levied in case materials/endpoints/equipments used are not in conformity with specifications laid down unless exemption has been obtained from the Bank. Penalty could include free replacement plus 25% deduction of the cost of the materials/endpoints/equipments.
1.4. On account of any negligence, commission or omission by the engineers of the Endpoint Provider and if any loss or damage caused to the endpoint, the Endpoint Provider shall indemnify/ pay/ reimburse the loss suffered by the Bank.
1.5. If the Endpoint Provider fails to carry out Preventive Maintenance of a
endpoint during a quarter, a penalty of Rs.500/= per day per endpoint will be levied from the date of close of the quarter till the date it is carried out, will be levied.
1.6. Any delay in installation/ operationalisation of endpoints on account of endpoint provider’s dispute with Government Authority on any count shall be reckoned as part of delay and penalty shall be as applicable as in cases of delay in supply/ installation. In this connection, in case the endpoint is unable to deliver/ install endpoints in reasonable time, Bank reserves the right to review/ cancel the order and redistribute the same in a suitable manner.
1.7. The SIS and CD installation should be completed within 30 days for metro and urban areas and 40 days for other areas from the date of handing over of clear site by the bank (complete room with power connection will be made available to the bidder) or placement of the order, whichever is later. Penalty @ Rs.1000/- per day will be levied thereafter.
2. Annual Technical Support : Solution Provider
2.1. If the vendor fails to provide the DVSS footage, when required by the Bank within 180 days of the incident, for any reason including settlement of complaints within a reasonable time, the vendor will be liable to pay a
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penalty of Rs.1,000/= per instance or the amount of loss suffered by the Bank on account of non-availability of such DVSS footage, whichever is higher.
2.2. Solution Provider to ensure that EJ agent at the endpoint remains connected with central solutions and if found disconnected, immediately ensure to get it connected. For cases, where Central Solution is unable to pull ej log, solution provider to resolve the issue without delay within four hours failing which a penalty of Rs.1,000 for every four hours or part thereof will be imposed on the Solution Provider.
2.3. Solution Provider shall provide required services (irrespective of no. of visits to the endpoints) furnished under the ATS – Annual Technical Support under the Scope of work , on oral/ telephonic/ email/ SMS / Mobile Application or Tickets/Incidents reported at Banks’ Online Monitoring System any other mode of communication by the Bank through its qualified expert personnel wherever the endpoints are installed with following resolution time, otherwise will be subject to penalty mentioned thereagainst : Category Resolution Time/ TAT Penalty VIP endpoints 2 Hours : Irrespective of the
population group/ category
Rs.1200 per endpoint per hour
Regular endpoints i. 4 Hours : At Metro, Urban
and Semi-urban locations
ii. 6 Hours : At Rural
locations
Rs.1000 per endpoint per hour
The Bank will have sole discretion to permit the grace travel time depending on the circumstances.
The above timelines are applicable for third party components also.
3. Managed Services : Solution Provider :
3.1. For any delay in operationalization of full-fledged Managed Services (MS) of existing endpoints beyond 10 days from the date of installation solution with enquiry txn, a penalty of Rs. 1000/- per day (from the 11th day onwards) per endpoint will be charged..
3.2. For any delay in operationalization of full-fledged Managed Services (MS) of newly installed (future/endpoints to be provided under this RFP/endpoints to be provided in this RFP other than Solution provider) endpoints beyond ten days from the date of installation with enquiry txn, a penalty of Rs. 1000/- per day (from the 11th day onwards) per endpoint will be charged.
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3.3. State Bank Group desires to provide world-class services at its ATMs/CDs/CDMs/Cash Recyclers with high 24x7x365 availability to customers. The Solution Provider is, therefore, expected to maintain the target availability at all levels as stipulated by the Bank in subsequent paragraphs.
3.3.1. Online Monitoring Solution web login access will be extended to
Solution Provider’s Management Center to know the status of endpoint real-time and prompt action is required to be taken by Management Center based on the incident-ticketing solution in the Online Monitoring Tool.
3.3.2. The Solution Provider to publish monthly availability report based on the Online Monitoring Tool Circle-wise and Bank as whole.
3.3.3. The Solution Provider will have to maintain availability at individual endpoint level as well as for the entire channel.
3.3.4. The endpoints have been classified into two different categories – VIP endpoints and Regular endpoints :
Category Minimum targeted Uptime
/ Availability per month VIP- endpoints 95% Regular endpoints 92 %
3.4. Availability :
3.4.1. Total time when endpoint was supporting cash withdrawal and/or cash deposit transactions depending on the nature of the endpoint i.e. ATM will be considered available if it is dispensing cash and CDM will be considered available only if it is accepting cash. Cash Recycler will be considered available only if both withdrawal and deposit functionalities are simultaneously available.
There will be no exclusion to availability, except force majeure case like flood, earthquake, natural calamities and vandalism cases.
3.4.2. Penalty for not maintaining target availability
The Solution Provider will have to achieve the availability targets for endpoints at individual level - ‘VIP Endpoints’ and the Regular Endpoints. The penalty for not maintaining target availability will be applicable for individual Endpoints level. NB : Charges payable means Sum of ATS+ MS in Price Bid item (2a+4a+4b+4c+4d) calculated monthly.
VIP endpoints
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Availability Penalty amount 93.0% to less than 95.0% 5% of Charges Payable 90.0% to less than 93.0% 10% of Charges Payable less than 90.0% 25% of Charges Payable
Regular endpoints :
Availability Penalty amount 90.0% to less than 92.0% 5% of Charges Payable 85.0% to less than 90.0% 10% of Charges Payable less than 85.0% 25% of Charges Payable
3.4.3. Incentive and rewards for maintaining Higher Uptime.
VIP endpoints
Availability Incentive amount 96.0% to less than 97.0% and monthly average financial transactions of at least 250
5% of Charges Payable
above 97.0% and monthly average financial transactions of at least 250
7% of Charges Payable
Regular endpoints :
Availability Incentive amount 92.0% to less than 95.0% and monthly average financial transactions of at least 250
5% of Charges Payable
above 95.0% and monthly average financial transactions of at least 250
7% of Charges Payable
Transactions will be limited to Cash withdrawal and cash deposit only. Non-Financial transactions will not be considered for incentive/reward purpose.
3.5. Housekeeping :
SLA : Maintenance of endpoint site clean and in proper condition. Cleaning of the site twice a day including floor/glass/walls etc for regular endpoints and thrice a day for VIP endpoints. Penalty :
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For Regular endpoints : Rs.2000/- per one instance. For VIP endpoints, penalty will be flat Rs.3000/- per instance.
3.6. Consumables : SLA : Consumables are required to be replenished well before it gets over. Penalty : Rs.1000/- per incident shall be levied if consumable are not made available within four hour from the time information available in Online Monitoring Solution or complaint lodged by Bank official at the portal and/ or advised by Channel Manager or by the Bank official in this regard.
3.7. Cash Management
Penalty for not maintaining target FoS :
“Factor of Safety (FoS)”, i.e. the ideal amount of Cash that should be
present in the ATM to prevent Cash out and idle cash situation.
FoS will be fixed at 2.0 i.e. for every Rs.100 withdrawn, there should be upto
Rs.200 in the endpoint. It can be calculated as:
[Opening cash in the ATM + Amount of cash replenished] --------------------------------------------------------------------- = 2 Net cash withdrawn by customer during the day
FoS will be calculated on Daily basis at every individual ATM level wherever
cash replenishment is outsourced (except days prior to the Bank Holiday)
The FoS will be 2 for such instances, i.e. 2 times the cash withdrawn to be present in the ATM
FoS is applicable to only those endpoints where cash replenishment/
services are outsourced.
There shall be a relaxation on days prior to the holiday because cash may not be available from the Bank on Sundays/ Holidays.
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The FoS will be 2.5 for such instances, i.e. 2.5 times the cash withdrawn to be present in the ATM
If FoS is more than 2 or 2.5 as mentioned above, then interest @ 12% will be levied on the excess cash found above the prescribed norm.
The following formula shall be used by the Bank to arrive at the amount of excess cash: Excess cash=opening balance + cash replenished - Ideal cash;
where Ideal cash = Cash dispensed * Target FoS The Vendor shall not hold or retain in their vault more than 15% of the total cash taken from Bank on monthly basis. If the retention is more than 15%, a penalty of 12% per annum shall be levied on the excess cash retained in the vault during the month. However, there will be no FoS penalty for first three months for any newly installed ATM. This relaxation is provided to understand the dispensing pattern of the newly installed ATM for the initial period of three months.
3.8. Cash Out :
For Cash Out penalty shall be charged as under:- (i) Rs.1000/- per endpoint upto 10 hours. In case the cash out extends beyond 10 hours, then Rs.1000 for each hour. (ii) Additional Rs.5000/- if cash out continues beyond 12 hours, for each block of 4 hours. Example: If a cashout incident is closed within 10 hours, the penalty shall be Rs. 1000/- only. However, if it it is closed in 26 hours, the penalty would be Rs. 21000/- (Rs. 1000/- for 10 hours +Rs. 5000/- x 4 for next 12 hours) Bank shall levy penalty of Rs.1000 per incident, if Reject Bin full is not cleared within 4 hours The penalty for cashout shall be applicable only where cash activity has been outsourced to the Vendor.
4. Existing and future Endpoint Supports : Solution Provider
4.1. Annual Technical Support :
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Proprietary
Same as given above for 2 : Annual Technical Support
4.2. Managed Services :
Same as given above for 3 : Managed Services
5. Solutions : Solution Provider
Multi-Vendor, Endpoint Protection and Online Monitoring : Solution Provider
5.1. The penalty arising out of breach in SLA will be calculated on the basis of “Criticality Matrix Table” given here under.
Table : I Activity Sub-Activity Owner No. of
Calendar Days and not working days.
Penalty if the delay is attributable to Solution Provider
Letter of Intent
Issue of Letter of Intent
Bank X
Installation of Central Solution
Provision of Hardware for Pilot testing
Solution Provider
X+3021 @Rs 10000/- per day delay if the delay is attributable to Solution Provider
Installation and configuration of PR, DR , UAT and Development Environment
Solution Provider
X+6030 @Rs 10000/- per day delay if the delay is attributable to Solution Provider
All information/clarifications gathering including MVS,EPS and Online Monitoring Solutions
Solution Provider Bank
X+6030 ----
Finalisation of test cases for each solution (MVS and EPS)
Solution Provider
X+6030 -----
Formatted: Font color: Red
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Bank / Existing Endpoint Provider
X- The date of issuance of Letter of Intent (LOI) to L1. LOI will be issued to L2 conditionally that PO will be issued to L2 only after issuance of PO to L1 subject to L1 solutions are acceptable to Bank.
Table : II Activity Sub-Activity Number of
terminals to be covered
Owner No. of Calendar Days and not working days.
Penalty if the delay is attributable to Solution Provider
Pilot Customisation, Integration, installation and testing (including end to end UAT/SIT/Security Review) by the Solution Provider bidder for MVS, Endpoint protection Solution, Online Monitoring Solution and rollout in production
(i) L1 should provide, pro bono, 5 Endpoints of the model that they intend to supply. (i) L2 should provide, pro bono, 2 Endpoints of the model that they intend to supply. Both the above would be deployed in live environments and tested. (iii) L1 should test two (2) endpoints of each of the existing makes and models that the Bank has acquired in Phases X, XI and XII. This testing will be done in a live, running environment.
Solution Provider
X+180120 days
@Rs 10000/- per day delay
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Live Pilot Testing, Monitoring and Observations
SP + EP + Bank
X+210150 days
----
The Bank shall provide up to 30 test cases each under functional and technical areas which will be designed based upon the Scope of Work and other requirements mentioned in this RFP. The L1 bidder will have to demonstrate successfully all the test cases for all the endpoints that are selected for the pilot run. On successful completion of this testing, the Bank shall issue Purchase Order to the L1 bidder for supply of CDs, hardware and Solutions and to the L2 bidder for supply of CDs. The date of issue of the Purchase Order will be Y. If the Bank is not satisfied with the outcome of the testing during the pilot, the Bank shall, at its discretion, cancel this procurement exercise. If the Bank is satisfied with the outcome of the testing during the pilot, the L1 and L2 bidders will have to deploy as per the timeline given below:
Table : III Phase Capex :
New MVS+EPS (L1)
Capex : New MVS+EPS (L2)
Penalty for L1/L2
Capex : Existing MVS+EPS
BLA+TOM : EPS
Timelines (Days)
I 875 375 Rs.1000 per
endpoint per day
8750 9000 Y+90
II 875 375 Rs.1000 per
endpoint per day
8750 9000 Y+120
III 875 375 Rs.1000 per
endpoint per day
8750 Y+150
IV 875 375 Rs.1000 per
endpoint per day
8750 Y+180
Total 3500 1500 35000 18000* *This is provided the Bank decides to deploy the solution on BLAs and TOM.
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Criticality Matrix Table Sr #
Problem Type
Definition Time period within which to address
Penalty
1. Fatal Problem (Severity-4) Work has come to halt
Non-availability of the solution/service for more than 1296 seconds in a month TERMINAL-wise.
To be addressed immediately
Rs.5 per TERMINAL for non-availability/disruption of every 30 seconds or part thereof after an initial 1296 seconds in a month.
2. Major Problem (Severity-3)
TERMINAL transactions are not affected but internal processes are adversely impacted.
Within 4 hours
0.05% of the AMC payment due for respective quarter for each four-hour delay in resolution or part thereof. Duration of delay in resolution will be cumulative for the calendar month.
3. Minor Problem (Severity-1)
Any delay in the scheduled / planned activity like patch implementation / fix pack implementation / Secure Configuration implementation, etc
Within 24 hours
0.05% of the AMC payment due for respective quarter for each 24-hour of delay in resolution or part thereof. Duration of delay in resolution will be cumulative for the calendar month.
4. Non Compliance of responsibility
Non Compliance of responsibility as defined in the Scope of Work e.g. Campaign design/distribution, screen/design distribution, customisation etc.
Within 7 days
0.05% of the payment due for respective quarter for each instance of non-compliance during the quarter.
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5. Liquidated Damages
For failure to deliver any or all of the products or perform the services within the time period(s) specified in the Contract
As detailed in RFP.
0.25% contracted price per week of delay or part thereof, maximum 10% of contract price.
6. Fatal Problem (Severity-2) Work has come to halt On account of the terminal agent application
Non-availability of the terminal to the customer more than four hours in metro/urban centres and six hours in other centres
Rs.500 per incident per hour beyond the six/four hours as the case may be.
5.2. The selected vendor shall supply, implement, integrate, and roll out the
solution and related infrastructure in production with completion of security
review; UAT and closure of vulnerabilities / observations in the reports
thereof and pilot roll out at 10 endpoints within 90 days from the date of
issuing Letter of intent by the Bank for the endpoints supplied under this
RFP and 60 days from the date of request in respect of each model of
existing / future endpoint to be procured.
Non achievement of above shall attract penalty of 1% of value of Reverse auction i.e. total cost of ownership on weekly basis subject to maximum amount of ten (10) percent of Reverse auction i.e. total cost of ownership.
5.3. Penalties for uptime SLA shall be as under:
S. No.
Uptime range (calculated on monthly basis)
Penalty
1. 99.955% No Penalty 2. 99.750 to < 99.955 Rs.10,000/- 3. 99.5098.5 to < 99.750 Rs.15,000/-
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4. 99.2598.0 to < 99.5098.5 Rs.20,000/- 5. * Less than 99.2598.0 Rs.20,000/- + Rs.10000/- for every
0.25.5 % drop in uptime.
* Bank also reserves the right to terminate the contract.
S. No.
Functionality running (calculated on monthly basis)$
Resolution time
Penalty if resolution not done within resolution time
1. Critical functionalities 30 Mins - Rs. 10000 per hour for first one hour for each functionality - Beyond 1 hour – Rs.20000 per hour for each functionality - Beyond 2 hours – Rs.30000 per hour for each functionality - Beyond 4 hours – Rs.50000 per hour for each functionality
2. Medium functionalities 4 hours - Rs. 5000 per hour for first 2 hours - Beyond 2 hours – Rs.10000 per hour
Formula
Uptime (%) will be calculated as indicated in the adjoining column
Calculation
Uptime (%) = (Sum of total hours during month – Sum of downtime hours during month)/ Sum of total hours during month x 100.
Total hours during the month = 24xdays in the month
Measurement Interval Monthly
Measurement Tool
Based on the system logs or incident raised by the Bank. The service provider will submit a montly MIS report as per the bank’s demand.
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- Beyond 4 hours – Rs.20000 per hour - Beyond 6 hours – Rs.30000 per hour
3. Low functionalities 24 hours - Rs. 10000 per first 2 days - Beyond 2 days – Rs.15000 per day - Beyond 4 days – Rs.20000 per day - Beyond 6 days – Rs.30000 per day
$ Above functionalities’ list in this section is indicative. Bank will categorize other functionalities in Critical/Medium/Low severity as per its discretion and the same will be binding on the vendor. However, high level definition of each category is given as below: Critical: Any malfunctioning of the provided software solution or service which results in downtime of terminals e.g. multi-vendor incompatibility, error/bug/malfunctioning of White-listing/FHDE/Centralised Access Management Solution etc. Medium: Any module or feature (excluding reports) like White-listing Solution/FHDE not performing as expected but not impacting terminal availability. Low: Reports module of centralised solution is not able to fetch reports. Solution Provider shall categorize all incidents/events that have an adverse impact on the system as Critical, medium or low based on the broad definition given above and share the same with the Bank. The bank shall decide upon whether or not to accept Solution Provider’s classification and the bank may re-classify where considered necessary. The Bank’s decision in this regard shall be final and binding. Exclusion :
• Planned downtime, • power/ networking if not attributed to Solution Provider, • extended schedule downtime,
A reason will be considered not attributed to Solution Provider if it is attributed to another party and that party accepts it as attributable to it. However, downtime will include the slowness of site/solution/module etc. Delay in Reporting of incidents/events to the Bank :
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S. No.
Functionality running (calculated on monthly basis)$
Reporting timeline
Penalty if incidents/events within the reporting time :
1. Critical functionalities Immediately Rs.5000 for every working hour of delay
2. Medium functionalities 1 hour Rs.2500 for every working day of delay.
3. Low functionalities 1 hour * Rs.500 for every working day of delay.
Except incidents/events which occurred during 10 pm to 6 am may be advised within 12 hours. Solution Provider should provide the source code of the entire application and all the applications developed by them in time at quarterly intervals to the Bank.
Rs.10000 for each day of delay after 30 days of close of the previous quarter.
Solution Provider shall share the documents pertaining to all modules, functionalities, CRs and extensions to the Bank as soon as possible after completion of the task. Documents shall include flow charts, design, documents, operational manuals, standards, source codes and specifications, test reports etc
For each day of delay in sharing the document after 7 days of release / completion of the task, penalty will be Rs.5000 for each delay
6. Online Advance Technical Support : Solution Provider
6.1. Penalty related to EJ Pulling :
Following penalties shall be applicable for non-performance/ delayed performance of EJ related activities due to non-working of EJ module of MVS or entire MVS . Bank shall levy a penalty of Rs.500/- per instance per day in case of : a) Non-uploading of EJ within T+1 days from the date of transaction, and/or b) Uploaded file not having 100% transactions c) EJ enabled and EJ disconnected cases not resolved within T+1days. d) However, no penalty shall be levied if the Vendor is not able to access
the endpoint due to connectivity issues like ‘no network” or ‘low bandwidth” or endpoint is down beyond the control of solution provider provided Solution Provider arranges the EJ through engineers under
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ATS within 3 days at the Central Location through logging call in Online Monitoring Solution.
e) In case EJ data is not complete at endpoint itself, penalty shall be charged for actual amount of claim received, for which bank is liable to make good the claim, on account of non-submission of EJ.
6.2. Other penalties :
SLA Penalty for non-compliance 1 Solution provider will define roles
and responsibilities of its resources in sufficient detail to enable the Bank to monitor the work performed each resource
Unless, this is received, the bills raised by Solution Provider will not be paid
2 Solution Provider will send report of daily activity performed by its all resources for roles advised by the Bank as per designed format : Delay (Working days) >= 3 days but < 7 days > 7 days
Penalty at the rates given below Penalty Rs.1000 per day for each day of delay from the 1st day Rs.5000 per day for each day of delay from the 1st day.
3 Solution Provider will arrange for periodical training of its resources and report the same to SBI. Each resource will undergo training atleast once in a year for at least 5 days in an area of relevance for that resource
Rs.5000 for each resource not trained. (Resources who have worked for less than 3 months during the year will be excluded from this computation) . Same should be submitted alongwith Invoice.
4 Start Date-End date of all running modules/CRs will be provided to the Bank by Solution Provider alongwith Work breakdown Structure. Delay in providing after the Module/CR has been signed off : > = 3 days but < 5 days
Penalty at the rates given below : Penalty for each Module/CR Rs.1000 per day for each day of delay from the 1st day.
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> = 5 days but < 10 days > = 10 days but < 15 days > = 15 days
Rs.5000 per day for each day of delay from the 1st day Rs.10000 per day for each day of delay from the 1st day Rs.15000 per day for each day of delay from the 1st day
5 Penalty for delay in delivery (not attributable to the Bank) / rectification of defect detected / FAS issue / Process failure / Process issue :
Penalty at the rates given below :
6 Delay Module/ Project Delay
CR Delay Defect Rectification (eg Process failure, FAR issue, Bug, Defects etc)
Upto 2 days Rs.5000 Rs.1000 Rs.2500 3 days to 10 days Rs.10000 Rs.5000 Rs.10000 10 days to 30 days Rs.25000 Rs.10000 +
Rs.1000 per day thereafter
Rs.25000 + Rs.5000 per day thereafter
> 30 days Rs.25000 + Rs.5000 per day thereafter
Exclusions :
a. Delay in delivery dates and change in priority is permissible with written prior approval from the Bank.
b. Delay due to change in requirements from Banks end. c. Duration of delay in testing on account of dependencies on Core /
Merchant / Network etc. d. Changes arising, which are out of the scope of the given
requirement. e. Delay due to infrastructure failure in staging and other dependable
environments like staging, core, switch, network of other departments.
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7 Penalty for defects (post release) on the part of Service Provider : For every defective module or CR, solution provider shall pay a penalty
Penalty at the rates given below :
8 Category of defect Module / Project CR Minor Rs.2000 Rs.1000 Medium Rs.5000 Rs.2000 Major Rs.10000 Rs.5000 Critical Rs.100000 Rs.50000 Minor means : Where defect is very small and it does not affect Bank’s business or the functionality of the product eg. typo errors, etc Medium means : Where business is likely to get impacted or it affects the functionality of the product eg errors in tables, errors in facts/figures Major means : Where business gets impacted immediately and/or it affects the associated integrations of the functionality. Critical means : Where the Bank’s image has been impacted adversely or the Bank was exposed to reputational risk or the Bank has been exposed to a financial loss or a risk of possibility of financial loss. The categorization of minor, medium, major or critical shall be done by Solution Provider. However, Bank may not accept the categorization done by Solution Provider and reclassify the defect Bank’s decision in this regard will be final.
9 Non availability of staff : Solution Provider shall ensure that the staff on duty is available during the hours when they should have been on duty.
Penalty for non-availability as under : Double the amount of rate per hour :
(Monthly resource rate / no. of working days in the month / 8 hours per day) * No. of hours of non-availability * 2
10 Solution Provider will have to complete the task and share the details with the Bank within the given time frame and give a certificate to the effect
If at a later date it is detected that some Module /CR was not shared then penalty @ Rs.25000 per Module /CR would be recovered in addition to fulfilment of the requirements.
11 Solution Provider ensure that tickets raised in the Incidence/events at the Incident are closed within 30
Penalty will be Rs.1000 per ticket per one hour beyond 30 minutes
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minutes except delay due to third party
7. Hardware : Solution Provider
7.1. Delivery of all equipment should be within fourtwo weeks from date of placing Purchase Orderletter of intent. In the event of the any or all equipment(s) not being delivered, installed, tested and commissioned within a period of sixfour weeks from date of Purchase Orderletter of intent, a penalty of one (1) percent of the total cost of equipments for each week or part thereof the delay, subject to maximum amount of ten (10) percent of the total cost of equipments will be charged to vendor. This amount of penalty so calculated shall be deducted at the time of making final payment after successful installation and commissioning of hardware.
7.2. Non-upgrading the Hardware beyond 2 months after intermittent crossing of 50 % resource utilization for a period of 30 days, a penalty of one (1) percent of the total cost of equipments for each week or part thereof the delay, subject to maximum amount of ten (10) percent of the total cost of equipments will be charged to vendor.
Penalty Clause:
i. Service
Criteria Penalty for non-compliance
Penalty in respect of Services
being rendered will be applicable if
Solution Provider fails to provide the agreed
service
levels of 24x7 support coverage with
4 hours call to repair under the
Scope of this contract.
Penalty applicable will be 1 % of Annual
Contract Value per hour or part thereof for every
incident with a maximum cap of 100 % of
Annual Contract Value.
Submission of Attendance Report on Monthly
basis for Onsite Resident Engineer for two shifts
coverage
For non-availability engineer for any shift penalty
of Rs.10000/- per day per shift shall be applicable
Submission of the Report for Proactive Services
like –System Health Check Report as per the
agreed schedule
For late-submission of the Report penalty of
Rs.5000/- would be applicable for any report
ii. Availability: In case of unplanned system downtime, the penalty shall be
levied as under:
Uptime (Monthly) Penalty on total cost of the AMC for one year
>=99.95 NIL
>=99.94 and <99.95 0.50%
>=99.93 and <99.94 1.00%
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>=99.92 and <99.93 1.50%
>=99.91 and <99.92 2.00%
>=99.90 and <99.91 2.50%
<99.9 5.00%
The penalty levied by regulatory bodies will be recovered by the Bank from the Vendor on actual basis regardless to any kind of cap for maximum applicable penalty. The amount will be recovered in Indian Rupees at the prevailing rate of the respective currency, in case the penalty is levied in a foreign currency. NOTE: The penalty arising out of violation of SLA and the one levied by regulatory bodies, whichever is higher, will be recovered from the vendor. Bank will have right to recover any opportunity loss or monetary loss incurred by the Bank due to malfunctioning of software/application faults/ system failure / negligence of bidder etc during project execution/implementation. NB : The total penalties which can be levied for of the above categories (1) to (7) under various clauses will be capped to the maximum of revenue during the year accrued/earned by the Service Provider in the respective category.
The total maximum penalties which can be levied as specified in the RFP/Agreement (except for actual loss, reputational and business loss) during a financial year (1st April to 31st March), shall not exceed 1/7th of the Total Project
Formula
Uptime (%) will be calculated as
indicated in the adjoining column
Calculation
Uptime (%) = (Sum of total hours during
month – Sum of downtime hours during
month)/ Sum of total hours during month x
100.
Total hours during the month = 24xdays in the
month
Measurement Interval Monthly
Measurement Tool
Based on the system logs the service provider
will submit a montly MIS report as per the
bank’s demand or alternatively non happening
of transactions due to the HPE Non-stop
failure.
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Cost for 7 years payable under the respective Agreements (appendix 12a, 12b and 12c). 8. Penalties for Reputational and Business Loss :
8.1. "Notwithstanding anything contained in the Request for Proposal/Service Level Agreement, the service provider hereby agrees and undertake that following losses incurred by the Bank/accrued to the bank, if any on account of reasons attributable to the service provider may be recovered from its invoices/or will be made good by the service provider:- a. Actual loss on account of errors/bugs/deficiencies In development/support activities attributable to the service provider. b. Any loss accrued to the Bank on account of loss of business during the period of outage of application developed/maintained . c. Reputational loss due to the reasons attributable to the service provider.
8.2. The service provider understand the provision(s) of penalty and matrix of
calculation thereof given in this document. The decision of the Bank shall be final and binding in this regard. Such Penalties shall not restrict the Bank for availing any other remedy/action available in law or in equity.
8.3. Actual loss as well as penalties for business loss and reputational loss incurred by the Bank on account of deficiencies in services attributable to the IT Partners will have to be recovered in full with a cap on penalties as follows:-
Actual loss No cap. Actual Loss Penalty on account of Reputational loss to the Bank^
Additional 10% [per quarter] of annual maintenance cost, i.e., 40% of the annual maintenance cost.
[a] State Level news paper(s) and/or in State level TV channel(s)/discussions in the State Assembly, etc. : 1 % [b] National news paper(s)/magazines and/or in National TV channel(s) i.e in 2 or more regions/discussions in the Parliament : 2%
Penalty on account of Business loss to the Bank^
Additional 10% of annual maintenance cost.
1 % of the Annual Maintenance Cost.
^ Penalties are over and above the cap on penalties built in the SLAs.
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9. Transition Penalty :
In the event of failure of the Service Provider to render the Services or in the event of termination of agreement or expiry of term or otherwise, without prejudice to any other right, the Bank at its sole discretion may make alternate arrangement for getting the Services contracted with another vendor. In such case, the Bank shall give prior notice to the existing Service Provider. The existing Service Provider shall continue to provide services as per the terms of contract until a ‘New Service Provider’ completely takes over the work. During the transition phase, the existing Service Provider shall render all reasonable assistance to the new Service Provider within such period prescribed by the Bank, at no extra cost to the Bank, for ensuring smooth switch over and continuity of services. If existing vendor is breach of this obligation, they shall be liable for paying a penalty of 10 % of the respective line item of price bid on demand to the Bank, which may be settled from the payment of invoices or Performance Bank Guarantee for the contracted period. 10. Liquidated Damages : (As per Appendix 1)
If Solution Provider/Endpoint Provider fails to provide the services as per the requirement specified in the RFP and amendment thereof, Bank shall charge penalty of @ 0.5 % per week of delay in delivery of respective line item of the price bid where penalties have not been explicitly specified subject to maximum of the 10 % of the Total cost of project. The liquidated damage is apart from and in addition to other applicable penalties. *********
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Appendix 12a
(NB : Please be advised that in case of any conflict of
contents between the RFP and this agreement, the Bank will
decide at its sole discretion, which of the contents to be
accepted.)
AGREEMENT FOR ENDPOINTS (CASH DISPENSERS)
BETWEEN
State Bank of India, ATM (I&S) DEPARTMENT
AND
____________________________________________
Date of Commencement : __________________
Date of Expiry :___________________
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TABLE OF CONTENTS
AGREEMENT-----------------------------------------------4
RECITALS------------------------------------------------5
1. DEFINITIONS & INTERPRETATIONS------------------------5
2. COMMENCEMENT & TERM----------------------------------8
3. SCOPE OF SERVICES:-----------------------------------8
4. PRODUCT & DELIVERABLES:-----------------------------25
5. REPRESENTATIONS AND WARRANTIES----------------------28
6. CONFIDENTIALITY-------------------------------------31
7. RELATIONSHIP BETWEEN THE PARTIES--------------------37
8. SUB-CONTRACTING-------------------------------------38
9. PERFORMANCE GUARANTEE & PENALTY---------------------39
10. FORCE MAJEURE--------------------------------------40
11. COMPLIANCE WITH LAWS-------------------------------42
12. RIGHT TO AUDIT-------------------------------------43
13. FEES, TAXES DUTIES & PAYMENTS----------------------44
14. GENERAL INDEMNITY----------------------------------45
15. LIMITATION OF LIABILITY----------------------------48
16. TERMINATION----------------------------------------48
17. CONTINGENCY PLANS & CONTINUITY ARRANGEMENTS--------51
18. DISPUTE RESOLUTION & ARBITRATION-------------------53
19. GOVERNING LAW & JURISDICTION-----------------------54
20. ENTIRE AGREEMENT-----------------------------------54
21. SEVERABILITY---------------------------------------55
22. NOTICES--------------------------------------------56
23. MISCELLANEOUS--------------------------------------57
ADDENDUM, ANNEXURE, SCHEDULE, ETC.-----------------64-144
Annexure/ Particulars Page No.
Addendum
Addendum A – CD Order and Prices……………………………………………………………64
Appendix B- Other terms and conditions for CD and SIS……69
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Exhibit C – Installation/ Acceptance Certificate…………………75
Exhibit D – Format of Site Completion Certificate………………77
Addendum B – Site Installation Services (SIS)……………………… 78
Exhibit E – Format of Site Feasibility Report…………………… 89
Appendix C – Rates for SIS………………………………………………………………………… 93
Addendum C- Hardware Warranty / SLM Services…………………………104
Exhibit F – Preventive Maintenance Check List………………………124
Addendum D- Site Maintenance Services……………………………………………127
Addendum E- Allocation of CDs…………………………………………………………………133
Addendum F- Transition Plan………………………………………………………………………134
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AGREEMENT
This agreement for Procurement of Endpoints (Cash
Dispensers) (hereinafter ‘the Agreement’) made on
____________________ day of ______.
Between
State Bank of India, constituted under the State Bank of
India Act, 1955 having its Corporate Centre and Central
Office at State Bank Bhavan, Madame Cama Road, Nariman
Point, Mumbai-21 and through its ATM (I&S) Department at
State Bank Global IT Centre, Sector-11, CBD Belapur, Navi
Mumbai-400706, hereinafter referred to as “the Bank” which
expression shall unless repugnant to the context or meaning
thereof shall include its successors & assigns of the First
Part
And
__________________________________________, incorporated
under __________________________________ Act having its
registered office at __________________________________
and principal place of business at
__________________________________ hereinafter referred to
as “Endpoint Provider” or “Service Provider” which
expression shall unless repugnant to the context or meaning
thereof shall include its successor, executor & permitted
assigns of the Second Part.
The Bank and the Endpoint Provider are sometimes
individually referred to as a “Party” and collectively as
“Parties” throughout this Agreement, and the words Party
and Parties shall be construed accordingly.
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RECITALS
WHEREAS
(i) The Bank is desirous of Procuring ENDPOINTS,
(also referred to as ‘Cash Dispensers’ ‘CDs’ and
‘Machines’ in this document), for installation
at a location of its choice, across the length
and breadth of the country; and Availing the
services related to maintenance and upkeep of the
CDs under Annual Maintenance Contract (AMC), as
mentioned in this Agreement or the related RFP
for procurement of the CDs;
and
(ii) The Endpoint Provider is in the business of
providing the machines and service as mentioned
above and has agreed to provide the services as
may be required by the Bank mentioned in the
Request of Proposal (RFP) No. _____________ dated
_____________ issued by the Bank, referred
hereinafter as a “RFP” and same shall be part of
this Agreement.
NOW THEREFORE, in consideration of the mutual covenants,
undertakings and conditions set forth below, and for other
valid consideration the acceptability and sufficiency of
which are hereby acknowledged, the Parties hereby agree as
follows:
1 DEFINITIONS & INTERPRETATIONS
1.1 Capitalized Terms: The following capitalized terms,
unless the context otherwise requires, shall have the
meaning set forth below for all purposes of this
Agreement1:
1 Please define the necessary terms, properly.
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1.1.1 “Agreement” means this agreement including all
its Annexure, Schedules, Appendix and all amendments
therein agreed by the Parties in writing.
1.1.2 “The Bank” shall mean the State Bank of India
(including domestic branches and its subsidiaries and
Joint Ventures located in India,
1.1.3 “Intellectual Property Rights” shall mean, on a
worldwide basis, any and all: (a) rights associated
with works of authorship, including copyrights &moral
rights; (b) Trade Marks; (c) trade secret rights; (d)
patents, designs, algorithms and other industrial
property rights; (e) other intellectual and industrial
property rights of every kind and nature, however
designated, whether arising by operation of law,
contract, license or otherwise; and (f) registrations,
initial applications, renewals, extensions,
continuations, divisions or reissues thereof now or
hereafter in force (including any rights in any of the
foregoing).
1.1.4 “Project Cost” means the price payable to the
Endpoint Provider under the Agreement for the full and
proper performance of its contractual obligations.
1.1.5 “Request for Proposal (RFP)” shall mean RFP NO.
_____________ dated _____________ along with its
clarifications/ corrigenda issued by the Bank time to
time.
1.1.6 “Service” means services to be provided as per
the requirements specified in the Agreement and any
other incidental services and other obligations of the
Endpoint Provider covered under the Agreement.
1.1.7 The Project means supply, installations, testing
and commissioning CD/Hardware/Software and services
with 1 year onsite warranty.
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1.2 Interpretations:
1.2.1 Reference to a person includes any individual,
firm, body corporate, association (whether
incorporated or not) and authority or agency (whether
government, semi government or local).
1.2.2 The singular includes the plural and vice versa.
1.2.3 Reference to any gender includes each other
gender.
1.2.4 The provisions of the contents table, headings,
clause numbers, italics, bold print and underlining
is for ease of reference only and shall not affect the
interpretation of this Agreement.
1.2.5 The Schedules, Annexures and Appendices to this
Agreement shall form part of this Agreement.
1.2.6 A reference to any documents or agreements (and,
where applicable, any of their respective provisions)
means those documents or agreements as amended,
supplemented or replaced from time to time provided
they are amended, supplemented or replaced in the
manner envisaged in the relevant documents or
agreements.
1.2.7 The terms not defined in this Agreement shall be
given the same meaning as given to them in the RFP.
If no such meaning is given technical words shall be
understood in technical sense in accordance with the
industry practices.
1.2.8 A reference to any statute, regulation, rule or
other legislative provision includes any amendment to
the statutory modification or re-enactment or,
legislative provisions substituted for, and any
Appendix-12a SLA-Endpoints and Support Services Page 8 of 144
statutory instrument issued under that statute,
regulation, rule or other legislative provision.
1.2.9 Any agreement, notice, consent, approval,
disclosure or communication under or pursuant to this
Agreement is to be in writing.
2 COMMENCEMENT & TERM
2.1 This Agreement shall commence from its date of
execution mentioned above/ deemed to have commenced
from _______ (Effective Date).
2.2 This Agreement shall be in force for a period of seven
year(s), unless terminated by the Bank by notice in
writing in accordance with the termination clauses of
this Agreement.
2.3 The Bank shall have the right at its discretion to
renew this Agreement in writing, for a further term of
three years on the same terms and conditions.
2.4 Unless terminated earlier in accordance with this
Agreement, the Agreement shall come to an end on
completion of the term specified in the Agreement or
on expiration of the renewed term.
2.5 Expiry of this Agreement shall not tantamount to
automatic expiry of the Services Addendum(s) and the
provisions of this Agreement shall continue to apply
to such Services Addendum (s).
3 SCOPE OF SERVICES:
3.1 The scope and nature of the work which the Endpoint
Provider has to provide to the Bank (Services) is as
follows:
Supply, integration, testing, installation, commissioning
and maintenance of endpoint (Front Access Cash Dispensers)
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3.2 The Bank is looking for Bidders who can supply,
integrate, test, install commission and maintain
Endpoints (Cash Dispensers: 5000) on turnkey basis.
Bidders should note that Endpoints will be deployed
across the length and breadth of the country as per
requirements of business and the bidder will have to
guarantee that support will be available for the
endpoints across the country for a minimum period of 7
years (one year warranty and six years Annual
Maintenance Contract), which can be extended up to 10
years at the discretion of the Bank.
3.3 Bidders should offer model of endpoints with the
Operating System Windows 10 and CEN XFS 3.0 and higher
compliance layer, that is state of the art machines
capable of running Multi-Endpoint Provider Software and
endpoint protection solution and which will have to be
supported for a minimum period of 7 years after
installation / operationalization, extendable up to a
period of 10 years at the discretion of the Bank. The
Bank wants advanced, multifunctional,
3.4 energy-efficient system. In case, endpoint with Windows
10 is not ready, bidder can submit the bid for model
compatible with Window 7 (with a license of Windows 10)
subject to condition that endpoint supplied/installed
should be upgraded with Windows 10 well before 31st
December, 2018 without any additional cost to the Bank.
L2 bidder shall be considered for supply of only
endpoints with Window 7 (with a license of Windows 10)
subject to condition that endpoint supplied/installed
should be upgraded with Windows 10 well before 31st
December, 2018 and bears all the related incidental
cost including one-time cost discovered under RFP for
testing and pilot at two locations on Windows 10. If
Appendix-12a SLA-Endpoints and Support Services Page 10 of 144
during the period of warranty, a particular endpoint
is frequently becoming out of order for technical
reasons for more than three times in a month and for
two consecutive months, the Bank may ask the bidder to
replace the endpoint with another new endpoint at no
extra cost to the Bank. The selected bidder should
update /supply/ install necessary changes in Endpoints,
if any, due to regulatory compliance, the same should
be available at no additional cost to the Bank
irrespective whether it being minor or major
modifications.
3.5 Endpoints should meet all technical and functional
requirements as specified in the RFP. The endpoints
should have capability / features for remote monitoring
of their all-round health / status. Electronic journals
must be pulled to a central site. Along with Endpoints,
accessories and Digital Video Surveillance System,
various sensors alarm system etc., will also have to
be supplied, integrated, tested, installed and
maintained, wherever required by the Bank.
3.6 All endpoints should be enabled for the visually
challenged so that the Endpoint must be suitable for
the visually challenged persons. All endpoints must
also be suitable for wheel chair based operations by
physically challenged persons.
3.7 The present procurement is intended for replacement of
existing endpoints with unsupported OS Windows XP. The
old endpoint must be removed by the Endpoint Provider
and disposed-off in a proper manner with a view to
protecting the environment, reducing pollution by toxic
gases / greenhouse emissions and other non-
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biodegradable substances caused by e-waste disposal,
an undertaking to be submitted by bidder for buyback
and lifting and disposal of existing endpoint as per
e-waste policy of the Bank / Government. Bank shall not
pay any decommissioning / de-grouting cost, lifting and
shifting cost of existing endpoint from the endpoint
location in respect of endpoint this RFP. As the
deployment of Endpoints will be all over the country,
the applicant will necessarily have to undertake
installations at all locations. Endpoint Provider must
ensure that Cassettes of the Endpoint being replaced,
are handed over to the Branch Manager / his
representative.
3.8 Endpoint Provider must ensure that the Hard Disk Drive
of the Endpoint being replaced, is handed over to the
Branch Manager / his representative and this should be
recorded in the Installation Report to be signed by the
Endpoint Provider and the Bank. The Endpoint Provider
should also give an undertaking that the integrity of
the data on the Hard Disk will not be compromised and
put to any misuse, causing financial / reputational
loss to the Bank.
3.9 The selected bidders will have to provide the endpoints
as per the technical specifications mentioned elsewhere
in this RFP.
3.10 Deviations from technical specifications, if any, may
be clearly indicated. Though the Bank has laid down the
minimum configuration of both hardware and software of
Endpoint to meet present requirements, the Endpoint
should be upgradable to support any statutory/
regulatory compliance requirements, the same should be
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available at no additional cost to the Bank
irrespective whether it being minor or major
modifications and / or change of configuration etc.
3.11 Modification of the software pertaining to Endpoint
for enhancing the functionality will be done by the
bidder at mutually agreed cost. However, no cost will
be payable for minor modifications, change of
configuration, etc.
3.12 Endpoint Provider shall supply fully functional
Endpoints in terms of both the hardware and software
for the entire life of the machines i.e. minimum 7
years. Responsibility for and the costs involved in,
ensuring that the Endpoints run on legal and supported
hardware and software, including Operating Systems,
rests with the bidder, for the entire life of the
machines. All operating system upgrades / proprietary
software upgrades / patches/ licenses, from time to
time, will be provided free of cost and installed in
all the Endpoints at no extra cost to the Bank during
the period of the Contract/Agreement. OS Hardening
should be done for the Endpoints. The bidder is
responsible for ensuring that system does not get
affected by virus/ malware. Endpoints should be
configured as per the Bank’s Secured Configuration
Document (SCD) from time to time. Latest Secured
Configuration Documents shall be shared by the Bank..
3.13 The bidders shall indicate the upgrade options
available for various models of Endpoints. Machine
should be capable of central upload/ download.
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3.14 The Endpoints need to be energy efficient. The
Endpoints to be supplied have to be fully functional
in extreme weather conditions (Temperature: Minus (-)5
to 50 degree Celsius (Without air conditioner),
Humidity: 5% to 95% (Without air conditioner), dust,
etc.) within the country.
3.15 A complete write up on security features of the
Endpoints must be provided with the relative technical
bid.
3.16 The system should be enabled for eJ pulling and all
software required for eJ pulling must be factory loaded
or loaded at no extra cost at the time of installation
of the Endpoint or as and when required. The Endpoint
Provider will be responsible for loading any Bank
approved software agent provided by the Bank without
any additional cost to the Bank. The Endpoint Provider
must coordinate with the Managed Services Endpoint
Provider so that eJ pulling is enabled on the day of
making the Endpoint operational.
3.17 No charges shall be payable by the Bank for
installation any software / agent / patches / upgrade
whatsoever at all endpoints normally during the
calendar quarterly preventive maintenance visits or any
time in case of Bank’s urgent requirement.
3.18 Preventive maintenance of Endpoint should be done at
least once in three months. Such visits could also be
covered in visits for trouble shooting provided
preventive maintenance is also done.
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3.19 The Endpoint Provider will ensure that at the time of
delivery of Endpoints they are not affected by virus/
malware and will ensure that the Endpoint Provider’s
employees attending to the Endpoints during warranty
period and AMC period do not introduce virus/ malware
and in the case of any dispute Bank’s decision will be
final.
3.20 The Bank may test the Endpoints at no cost to the Bank
before placing the order. Bank reserves the right to
conduct Pre-Delivery Audit (PDA) of the Endpoints
before dispatch from the warehouse of the selected
bidder at Bank’s own cost.
3.21 Grouting of endpoints: Selected bidder will have to
necessarily install endpoint with good quality grouting
of Endpoints, as under:
“Moving / tilting of endpoint for removing
existing levelling screws. Drilling 8”-10” holes
in the existing flooring using concrete drill
bits. Hammering metal sleeves in these holes.
Repositioning the endpoints over the existing
markings. Putting in Anchor fasteners - min. 6”
long anchor fasteners, preferably of Fischer
make. Applying resin adhesive (Araldite) over the
finished bolt positions for improved bonding &
Repairing broke tiles, if any”.
3.22 Warranty and Annual Maintenance Contract by Endpoint
Provider:
The endpoints supplied under the RFP will be subject to
the comprehensive Warranty one year and Annual
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Maintenance Contract (AMC) for six years (which is
extendable at the discretion of the Bank for another
period of 3 years). Further, following support services
are also included under warranty and AMC, irrespective
of number of visits at the site/endpoint, without any
additional cost to the Bank:
3.22.1 Testing of endpoint at LAB:
Selected bidder(s) will have to make available at
Bank’s ATM Lab:
(a) one endpoint to be supplied under this RFP
and
(b) the Services of an experienced and qualified
resident engineer with full knowledge of
technical aspects of endpoints (e.g. Any
functionalities, security testing, software
testing, integration testing, interface
testing, support UAT etc) required by the
Bank during the general shift on all days
except Sunday. In exceptional
circumstances, services should be available
for extended working hours to meet the high
priority time bound requirements without
any additional cost.
3.22.2 Pre-Implementation- Integration, Testing and
Pilot at Endpoints with all required functionalities:
3.22.2.1 To provide end to end support for Solutions
integration, testing at the endpoints provided, under
the testing environment and successful pilot at
Endpoints under the production environment.
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3.22.2.2 To share with Solution Provider Single Point
Contact along with Escalation matrix for Solutions
Support.
3.22.2.3 To share the make-model-variants with Solution
Provider.
3.22.2.4 To share the following details and any other
details required in connection with Endpoints
supplied to the Bank, with Solution Provider and to
the Bank in connection with testing of all the
functionalities, proper error codes, health status
messages, device status messages etc. at the Endpoint
e.g.:
3.22.2.4.1 Support for Operating System
3.22.2.4.1.1 Windows 7 or 10, patches, service packs etc.
3.22.2.4.1.2 Changes in Operating System configuration
(e.g. environment variable, parameter changes,
enabling / disabling services etc.)
3.22.2.4.1.3 End-user License Agreement(EULA)
3.22.2.4.1.4 Any other relevant information including
Best Practices
3.22.2.4.2 CEN XFS Layer:
3.22.2.4.2.1 XFS software compliant with CEN XFS 3.0 or
higher specifications.
3.22.2.4.2.2 End-user license Agreement (EULA)
3.22.2.4.2.3 CEN XFS Layer CD to be provided.
3.22.2.4.2.4 Any other relevant information including
Best Practices
3.22.2.4.3 Hardware / software (both CEN XFS Compliant
and Non-CEN XFS compliant)
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3.22.2.4.3.1 Technical Specifications,
3.22.2.4.3.2 Documentations,
3.22.2.4.3.3 Drivers,
3.22.2.4.3.4 Terminal Diagnostic Tools/Utilities
3.22.2.4.3.5 Configuration / Parameter details,
3.22.2.4.3.6 Components,
3.22.2.4.3.7 Services
3.22.2.4.3.8 Patches, updates and upgrades
3.22.2.4.3.9 EMVCo/PCI certificates
3.22.2.4.3.10 Any other relevant information
3.22.2.4.3.11 Functional test cases (Positive and
negative)
3.22.2.4.3.12 Error codes, Health Status Messages, Device
status messages.
3.22.2.4.3.13 Provide complete details of XFS Devices
(Illustrative List of XFS Devices are as under):
1) Printer and Scanners
2) Card Readers (incl. EMV
Contact/Contactless)
3) Cash Dispensers
4) Personal Identification Number Keypads (PIN
pads)
5) Check Readers and Scanners
6) Depository Units
7) Screen Displays (including Touch Screens)
8) Vandal Shields
9) Text Terminal Units
10) Sensors and Indicators Units
11) Endpoint Provider Dependent Mode
12) Cameras
13) Card Embossing Units
14) Alarms & Sensors
15) Cash-In Modules
16) Card Dispensers
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17) Barcode Readers
18) Biometric Readers
19) Item Processing Modules
3.22.2.4.4 Full support for CEN XFS layer required in
connection with integration with Solutions
3.22.2.4.5 Support the Solution Provider with respect
to any clarifications and resolution sought
regarding the platform behaviour or compliance to
the CEN XFS Specifications.
3.22.2.4.6 Fixing of bugs / issues raised during the
pre-implementation and pilot phase.
3.22.2.4.7 To conduct functionality tests to avoid any
operational level issues.
3.22.2.4.8 Maintaining ATM-Wise version control of
Solutions with granularity.
3.22.2.4.9 Pilot Implementation at Endpoints of
respective models/processors and its variants at
live sites identified by the Bank.
3.22.2.4.10 To provide sign off post completion of
functionality tests with Solution Provider.
3.22.2.4.11 To share all statutory or RBI compliance and
security features as may be applicable on Effective
Date incorporated in Endpoint-OEMs native software
along with required technical
details/drivers/components and test the same with
the Solutions.
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3.22.3 Implementation and Post Implementation Support:
Endpoint Provider shall provide repair, spares
replacements and maintenance service (response and
resolution), on oral/ telephonic/ email/ SMS / Mobile
Application or any other mode of communication by the
Bank or through its own service personnel or any service
provider or any monitoring system through its own expert
service resource wherever the endpoints are installed.
The service shall be made available by Endpoint Provider
as under:
3.22.3.1 Endpoint Provider shall provide repair, spares
replacements and maintenance service (response and
resolution), on oral/ telephonic/ email/ SMS / Mobile
Application or any other mode of communication by
the Bank or through its own service personnel or any
service provider or any monitoring system through its
own expert service resource wherever the endpoints
are installed. The service shall be made available
by Endpoint Provider as under:
Category Resolution Time/ TAT
VIP endpoints 2 Hours : Irrespective of the
population group/ category
Regular
endpoints i. 4 Hours : At Metro, Urban and
Semi-urban locations
ii. 6 Hours : At Rural locations
The Bank will have sole discretion to permit the grace
travel time depending on the circumstances.
Endpoint Provider should ensure dispatch of qualified
personnel to the endpoint site with a view to resolve
the incident attributed to Endpoint Provider and
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operationalise the endpoint within the abovementioned
response and resolution timelines under the following
illustrative circumstances:
3.22.3.1.1 Remedial Hardware Maintenance, shall cover
free supply and replacement of spares, components,
devices as well as labour required to repair a
malfunctioning of endpoint caused due to any reason
(including but not limited to flood, earthquake,
natural calamities and vandalism cases, man
handling, short circuit, fire, damage, voltage
fluctuation, electrical malfunctioning,
destruction, theft, burglary, sacking etc) and
restore it to good operating condition without any
additional cost to the Bank. Endpoint Provider may
obtain suitable insurance to cover their liabilities
under this clause. However, the Endpoint Provider
shall not link claim of insurance to the
provisioning of services under this clause, to
operationalize the endpoint. Remedial hardware
maintenance includes software support (and software
reload) only to the extent required to repair failed
or malfunctioning hardware and / or CEN XFS layer.
Further, it covers, inter-alia, free provision of
spares, parts, kits, software, including CEN XFS,
devices, drivers, as and when necessary to ensure
that endpoint function in a trouble-free manner.
Endpoint Provider shall correct any faults and
failures caused due to any reason, in the equipment
and shall repair and replace worn out defective
parts of the endpoint as and when requested by the
Bank. Unserviceable spares, components, devices of
the endpoint caused due to any reason should be
replaced free of cost by endpoint provider within
the aforesaid response/resolution time (if it
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affects/impacts the operation of the endpoint) and
within two working days (if it does not impact the
operation of Endpoint).
3.22.3.1.2 Should fully support to resolve any issue/
bug related to software/ hardware/ components/
services/ parameters /configuration/ OS/ XFS layer/
devices/ drivers/ terminal diagnostic tools/
utilities/ patches provided by Endpoints provider
for smooth running of Solutions.
3.22.3.1.3 Resolution of issue related to Software/
Hardware provided by the Endpoints provider for
smooth running of Solutions.
3.22.3.1.4 Endpoint Provider shall quickly lodge the
case of malfunctioning /improper working of the
endpoint other than reasons attributed to the
Endpoint Provider at the Banks’ Online Monitoring
System or through the Managed Service Center Setup
for the purpose.
3.22.3.1.5 Replace the endpoint parts on an exchange
basis. Installed parts may be new or reconditioned
by a Endpoint Provider certified CD parts rework
facility.
3.22.3.1.6 Any Certificate loading on the endpoint.
3.22.3.1.7 Replacement of Lock/S&G lock, hood keys,
purge bin, currency cassettes and other plastic
parts in the endpoint, Safe doors, endpoint safe,
print heads, levers – which are used by Bank’s
custodians to release the cassettes, pull the
journal roll or receipt roll, etc
3.22.3.1.8 Service like DNS setting, IP address
changes,
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3.22.3.1.9 changing currency cassettes configuration,
cassettes calibration, changing combination lock
setting
3.22.3.1.10 any other activities which cannot be
performed by Centralised solutions as and when
requested by the Bank.
3.22.3.2 Should ensure that any software/patches/any
change in Hardware introduced by them throughout the
contract period, will be tested in coordination with
Solution Provider and approved by the Bank, before
it is deployed into production by the Endpoint
Provider.
3.22.3.3 Should extend full coopertion to Solution
Provider to isolate the issue whether it is Solutions
or hardware and work in close coordination with
Solution Provider to make the Endpoint up and
running.
3.22.3.4 To provide the complete details with escalation
matrix for reporting issues along with URL where the
call is required to be logged. Endpoint Provider
shall extend all support required by the Bank to
integrate with Banks’ Online Monitoring Solution
(OMS) and Mobile Apps.
3.22.3.5 To provide complete details of endpoint-wise
engineers’ coordinates to the solution provider’s
Managed Service Centre to enable Managed Service
Centre to provide the access to endpoint on case to
case basis.
3.22.3.6 Root cause analysis for disputed / fraudulent
transaction, coordinate with solution provider and
submit the report to the Bank.
3.22.3.7 If Endpoints provider believes that there is a
deficiency in the Solutions that materially impacts
the loading, configuration or operation of the
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Solutions for the Bank, Service Providers to follow
the escalation matrix, its process, Service Request
format, problem severity, service level definition,
means of communication etc. (to be finalised at the
time of execution of agreement). Endpoints provider’s
personnel are authorised to produce trace logs in the
manner required by Solution Provider, copy trace log
files onto the media and to dispatch expeditiously
through fastest means of communications to Solution
Provider for analysis and its solution. The trace log
files from the application Solutions are and shall
remain the property of Solutions but are subject to
rights of the Bank. Endpoints provider or any of his
representative will not disclose trace log files from
the application Solutions to anyone other than the
Bank and Solution Provider. It is further understood
that non-Solutions event logs, such as general event
log files in Windows, are not Solution Provider
confidential information or restricted in any manner.
Endpoints provider are authorised to produce
documentation that shows how to configure, install
and operate the Solutions that includes reproductions
of graphical outputs from the Endpoints produced by
the Solutions, and to reproduce and distribute such
documentation to Endpoints Provider’s
representatives who perform services to the Bank
3.22.3.8 Endpoints provider to share their respective
product(HW/SW) roadmaps including software
releases/updates to the Bank on a regular basis.
3.22.3.9 Immediate support and work closely with solution
provider eg : Bug fix, customisaion, modification,
enhancement related to regulatory or causing the
financial loss to the Bank or affecting the Bank’s
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reputation or the Bank terms it as critical, for its
quick release
3.22.3.10 Extend support for all changes related to
calendar quarter are fully tested with the Solution
provider and ready for release by end of the calendar
quarter and pilot at two endpoints.
3.22.3.11 Preventive Maintenance shall be provided to
ensure that endpoint is maintained in good operating
condition as per Equipment Specifications and
includes the provision of labour, service parts as
deemed necessary by Endpoint Provider and travelling
time at no extra cost to Bank.
3.22.3.12 Endpoint Provider shall conduct preventive
maintenance (including but not limited to inspection,
testing, satisfactory execution of all diagnostics,
cleaning and removal of dust and dirt from the
interior and exterior of the endpoints and necessary
repairing of the endpoints) at such intervals
(minimum once in a calendar quarter) as may be
necessary from time to time to ensure that the
endpoint is in efficient running condition to ensure
trouble free functioning. Endpoint Provider should
submit to a Bank report as per requirement given in
Online Portal (Sample given at Exhibit F) or
alternatively confirmed through the Web Portal or
through Mobile App provided by the Bank. Preventive
maintenance needs to be scheduled at a time
convenient to the Endpoint Provider and Bank or may
be performed during the remedial maintenance. The
selected bidder is required to share the quarterly
schedule of Preventive Maintenance (endpoint ID-
wise) with ATM Operations team under Channel
Management and Customer Service Department at LHO at
least 15 days in advance. The Preventive Maintenance
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Check-list is required to be submitted duly signed
and completed as per Exhibit F.
3.22.3.13 The Scope of services for Digital VSS covers the
following :
3.22.3.13.1 At the time of preventive maintenance
services, check if image is captured correctly;
3.22.3.13.2 using VENDOR VSS menu under supervisor mode
to check that images captured are getting stored in
the hard disk drive of endpoints;
3.22.3.13.3 checking camera status, image capturing and
data storage at every preventive maintenance of
endpoints;
3.22.3.13.4 Digital VSS hardware and software
maintenance – In the event of failure, take
appropriate actions to rectify the same:
3.22.3.13.4.1 Change of cable if bad
3.22.3.13.4.2 Change of camera if bad
3.22.3.13.4.3 Change of HDD if bad
3.22.3.13.4.4 Reload s/w in case of s/w crash or change
of HDD
3.22.3.13.5 With submission of AMC bill for payment, a
copy of DVSS image along with others required
documents is must as a proof of doing the preventive
maintenance of DVSS.
3.22.3.14 Any other Bank’s preventable calls.
3.22.3.15 The cost of combination lock if required to be
replaced during the contract period shall be borne
by Endpoint Provider. Such defective lock shall be
broken open by Endpoint Provider at their cost.
4 PRODUCTS & DELIVERABLES
4.1 Professional Services & Deliverables
Bank may acquire Professional Services such as consulting,
research and program design services from Endpoint Provider
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through a Scope of Work (SOW), which would also identify
specific items as Deliverables. Upon the provision / supply
of any of the Products, Endpoint Provider shall grant Bank
a non-transferable, non-exclusive, worldwide, fully paid
up license to use non-software Deliverables for internal
use and not for the commercial use of any third party. All
licenses and rights Endpoint Provider grants are in
compliance with all terms in the Order, this Agreement and
Addenda to this Agreement. It is agreed that Endpoint
Provider is free to perform similar Services for itself and
others, provided that it does not disclose Bank’s
Confidential Information or incorporate Bank’s trademarks,
or other proprietary marks/rights.
4.2 Software License
Subject to receipt of the full applicable license fees,
Endpoint Provider grants Bank a perpetual non-transferable,
non-exclusive, fully paid up license for Bank’ internal
commercial end-user use of the Software on the single
processing unit of the class and model for which Bank
originally licensed them by the Order and so long as
hardware on which such software is so used is owned by
Bank. Software bearing the logo or copyright notice of a
third party (third party software) is subject to the third
party’s license terms. Bank shall not copy, transfer,
disclose, sub-license or distribute Software to any other
party or use it other than as allowed by the Order. Software
remains the property of Endpoint Provider and/or its
licensors. Bank agrees to retain copyright notices and
proprietary legends on all copies of Software. Bank may
disclose particulars of software to its internal system/IT
auditors or to regulatory authorities, if so required under
law. Endpoint Provider represents that it has necessary
rights and/or ownership to grant the licenses in respect
Appendix-12a SLA-Endpoints and Support Services Page 27 of 144
of all software including, but not limited to third party
software, to Bank pursuant to this Agreement.
4.3 Delivery, Title & Risk of Loss
4.3.1 Endpoint Provider shall deliver Products to the
location identified by Bank in India by the delivery
date(s) specified in an Order. Endpoint Provider shall
ensure that the Hardware to be supplied by them is insured
against all risks of loss or damages from the date of
shipment till such time the same is delivered and further
for 30 days from the date of installation / deemed
installation of the CDs.
Certificates of the comprehensive insurance cover shall be
submitted to Bank for verification / examination and
record, as and when required.
4.3.2 No extra charge / tax shall be paid for those
locations where road permit is required. Endpoint Provider
only shall arrange for road permit at his own cost, with
the help of its own manpower. The LHO of Bank shall only
provide those papers which will facilitate issuance of road
permit at the request of Endpoint Provider.
4.3.3 Bank reserves the right to change / modify locations
for supply of the CDs / items. In the event of any change
/ modification in the locations where the CDs and other
equipment items are to be delivered, Endpoint Provider in
such case shall deliver, install, commission and maintain
at the modified locations at no extra cost to Bank, provided
the diversion order is for a location falling in the same
state. For inter-state change in locations, mutually agreed
charges will be applicable. However, if the CD and other
equipment items are already delivered, and if the
modifications in locations are made after delivery,
Endpoint Provider shall carry out installation, commission
and maintain at the modified locations and Bank in such
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cases shall bear the shifting charges. The warranty / AMC
shall be applicable to the modified locations also.
4.4 Warranty, Maintenance & Other Services
During the term of a warranty, Endpoint Provider shall
provide the services in accordance with Order / Addendum.
Warranty/Annual Maintenance Contract (AMC) upgrades may be
available and shall be governed by the Order. Endpoint
Provider shall provide other Services, such as installation
and maintenance services, as set out in an Order.
4.5 Bank’s Product Obligations
Unless otherwise agreed in an Order, the Bank’s obligations
include: (a) determining whether the Products are suitable
for its requirements; (b) obtaining necessary governmental
permits and consents; and (c) providing and maintaining an
operating environment that conforms to published
specifications and documentation for the Products.
5 REPRESENTATIONS AND WARRANTIES
The Warranty services for the entire CD system with
accessories shall be free of cost for one year and shall
commence upon installation certificate being issued by
Endpoint Provider or 15 (fifteen) days from the date of
delivery whichever is earlier and shall be for a period of
one year. After the expiry of the warranty service period
of one year, second line maintenance (annual maintenance
contract) shall be effective.
5.1 Each of the Parties represents and warrants in relation
to itself to the other that:
5.1.1 It has all requisite corporate power and
authority to execute, deliver and perform its
obligations under this Agreement and has been fully
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authorized through applicable corporate process to do
so.
5.1.2 The person(s) signing this agreement on behalf
of the Parties have the necessary authority and
approval for execution of this document and to bind
his/their respective organization for due performance
as set out in this Agreement. It has all necessary
statutory and regulatory permissions, approvals and
permits for the running and operation of its business.
Any contract entered / to be entered with any other
person / organization, by the Endpoint Provider, shall
not affect its performance of the services to be
rendered under this agreement.
5.1.3 It has full right, title and interest in and to
all software, copyrights, trade names, trademarks,
service marks, logos symbols and other proprietary
marks (collectively ‘IPR’) (including appropriate
limited right of use of those owned by any of its
Endpoint Providers, affiliates or subcontractors)
which it provides to the other Party, for use related
to the services to be provided under this Agreement.
5.1.4 It will provide such cooperation as the other
Party reasonably requests in order to give full effect
to the provisions of this Agreement.
5.1.5 The execution and performance of this Agreement
by either of the Parties does not and shall not violate
any provision of any of the existing Agreement with
any of the party and any other third party.
5.2 Additional Representation and Warranties by Endpoint
Provider
5.2.1 The Endpoint Provider shall perform the Services and
carry out its obligations under the Agreement with due
diligence, efficiency and economy, in accordance with
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generally accepted techniques and practices used in the
industry and with professional standards recognized by
international professional bodies and shall observe sound
management practices. It shall employ appropriate advanced
technology and safe and effective equipment, machinery,
material and methods.
5.2.2 The Endpoint Provider has the requisite technical and
other competence, sufficient, suitable, qualified and
experienced manpower/personnel and expertise in providing
the Services to the Bank.
5.2.3 The Endpoint Provider shall duly intimate to the Bank
immediately, the changes, if any in the constitution of the
Endpoint Provider.
5.2.4 As on the effective date of this Agreement, to the
actual knowledge of the Endpoint Provider the products
provided by it to the Bank do not infringe any patent,
copyright, trademarks, trade secrets or other intellectual
property rights of any third party.
5.2.5 The Endpoint Provider shall ensure that all persons,
employees, workers and other individuals engaged by or sub-
contracted by the Endpoint Provider in rendering the
Services under this Agreement have undergone proper
background check, police verification (as and when
required) and other necessary due diligence checks to
examine their antecedence and ensure their suitability for
such engagement. No person shall be engaged by the Endpoint
Provider unless such person is found to be suitable in such
verification and the Endpoint Provider shall retain the
records of such verification and shall produce the same to
the Bank as when requested.
5.2.6 If, during the warranty period, a Product does not
conform to the specifications to its warranty and the Bank
provides Endpoint Provider with notice of such non-
conformance, Endpoint Provider shall replace or repair non-
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conforming components or otherwise correct the non-
conformity in accordance with the agreed terms and
specifications free of cost.
5.2.7 Endpoint Provider warrants that: (a) Deliverables
shall materially conform to the specifications included
in an Order; (b) Except for Endpoint Provider's right
as a unpaid seller, if any, title to Equipment and
Supplies shall be clear at time of delivery; (c)
Equipment, supplies and software media shall be free
from defects in material and workmanship; and (d)
Equipment, supplies and software shall materially
conform to published documentation delivered with them.
6 CONFIDENTIALITY
6.1 For the purpose of this Agreement, Confidential
Information shall mean (i) information of all kinds,
whether oral, written or otherwise recorded including,
without limitation, any analyses, compilations,
forecasts, data, studies or other documents, regarding
the past, current or future affairs, business, plans
or operations of a Party to which the other Party will
have access, (ii) the existence of the contemplated
terms and the fact that discussions or negotiations are
taking place or have taken place between the Parties
concerning the contemplated terms, (iii) any and all
information regarding the contemplated terms and any
agreements that may be entered into in relation thereto
and (iv) any customer details or other data received
by a Party from the other Party or its customer(s) or
otherwise shared between the Parties in connection with
the Service.
6.2 In consideration of each Party providing the other
Party or its’ representatives with the Confidential
Information, the Parties agree as follows:
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6.2.1 Each Party shall keep confidential and shall not,
directly or indirectly, disclose, except as provided
in sub-clauses below, in any manner whatsoever, in
whole or in part, the Confidential Information
without the other Party’s prior written consent.
6.2.2 Each Party shall hold the Confidential
Information in confidence and shall exercise all
reasonable diligence in ensuring that the
Confidential Information is not disclosed to third
parties and will refrain from using the Confidential
Information for any purpose whatsoever other than
for the purposes of this Agreement or for the purpose
for which such information is supplied.
6.2.3 Notwithstanding the above, each Party may reveal
the Confidential Information to those of its
representatives, those of its’ holding company and
those of its subsidiaries who are involved in the
negotiation or evaluation of the Project, and shall
procure and ensure that each of them complies with
the obligation to keep the Confidential Information
secret, private and confidential and strictly
observes the terms of this Agreement.
6.2.4 The confidentiality obligation shall not apply
to such portions of the Confidential Information
(other than the Customer details/ data of the Bank)
which one of the Parties can demonstrate (i) are or
become generally available to the public other than
as a result of any breach of this Agreement, (ii)
were in its possession on a non-confidential basis
prior to the date hereof or (iii) have been
rightfully received from a third party after the date
hereof without restriction on disclosure and without
breach of this Agreement, said third party being
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under no obligation of confidentiality to the other
Party with respect to such Confidential Information.
6.2.5 In the event that a Party becomes legally
compelled pursuant to any statutory or regulatory
provision, court or arbitral decision, governmental
order, or stock exchange requirements to disclose
any of the Confidential Information, the compelled
Party, as far as possible will provide the other
Party with prompt written notice. In any case, the
compelled Party will furnish only that portion of
the Confidential Information which is legally
required and will exercise all reasonable efforts to
obtain reliable assurance that confidential
treatment will be accorded to the Confidential
Information.
6.2.6 In the event of termination or expiry of this
Agreement, each Party shall either (i) promptly
destroy all copies of the written (including
information in electronic form) Confidential
Information in its possession or that of its
representatives; or (ii) promptly deliver to the
other Party at its own expense all copies of the
written Confidential Information in its possession
or that of its representatives, provided, however,
that (i) no notes, memoranda, analyses, studies or
other documents prepared by it or its advisers in
connection with the Services shall be returned or
destroyed, but they shall be disposed in accordance
with any specific directions in this Agreement or
held and kept confidential, and that (ii) each Party
shall be permitted to retain one copy of the
Confidential Information for the purposes of dispute
resolution, compliance with regulatory agency or
authority and internal compliance procedures,
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provided such copies being held and kept
confidential.
6.2.7 By furnishing the Confidential Information, no
Party makes an express or implied representation or
warranty as to the accuracy or completeness of the
Confidential Information that it has disclosed and
each Party expressly disclaims any liability that
may be based on the Confidential Information, errors
therein or omissions there from, save in the case of
fraud or wilful default.
6.2.8 Except as required by law, the parties shall keep
confidential the terms and conditions of Orders,
including pricing. However, without revealing any
specific terms of an Order, Bank may disclose that
Endpoint Provider is Bank’s Endpoint Provider and
Endpoint Provider may disclose that Bank is a
Endpoint Provider’s customer, the Products Bank has
purchased under an Order, and a general description
of Bank’s intended use of those Products.
6.2.9 Either party may disclose Confidential
Information (excluding Bank’s data values stored in
computers), strictly as a need basis to perform any
obligation under this Agreement, to its majority-
owned subsidiaries who agree to the terms of the
Order, and to its subcontractor’s employees who agree
in writing to confidentiality obligations consistent
with this Agreement.
6.3 The Endpoint Provider shall not, without the Bank’s
prior written consent, disclose the Agreement, or any
provision thereof, or any specification, plan,
drawing, pattern, sample or information furnished by
or on behalf of the Bank in connection therewith, to
any person other than a person employed by the
Endpoint Provider in the Performance of the Contract.
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Disclosure to any such employed person shall be made
in confidence and shall extend only so far, as may be
necessary to purposes of such performance.
6.4 The Endpoint Provider shall not, without the Bank’s
prior written consent, make use of any document or
information received from the Bank except for
purposes of performing the services and obligations
under this Agreement.
6.5 Any document received from the Bank shall remain the
property of the Bank and shall be returned (in all
copies) to the Bank on completion of the Endpoint
Provider’s performance under the Agreement.
6.6 The obligations set out in this Article shall continue
even after the termination/ expiry of this Agreement.
Confidentiality obligations of the Endpoint Provider
in respect of any customer data/ details of the Bank
shall be absolute, unconditional and without any time
limit, irrespective of the expiry/ termination of the
Agreement.
6.7 Endpoint Provider will ensure Bank’s data
confidentiality and shall be responsible for
liability arising in case of breach of any kind of
security and/or leakage of confidential
customer/Bank’s related information to the extent of
loss so caused to the Bank.
6.8 Endpoint Provider agrees to indemnify and hereby
keeps the Bank indemnified against all actions or
claims, loss or damages, Costs, Charges, expenses
(including Attorney / Advocate fees and legal
expenses) which the Bank may suffer or incur on
account of breach of confidentiality obligations as
per this Agreement by Endpoint Provider or its
employees, agents, representatives, Sub-Contactors.
Endpoint Provider further agrees to make good the
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loss suffered by the Bank. For any third party claim
Bank will give Endpoint Provider (a) prompt written
notice of the claim; (b) all requested information,
available with the Bank, about the claim; (c)
reasonable cooperation and assistance; and (d) Sole
authority to defend and settle the claim. However, in
addition to the above, the Bank may at its discretion
engage an additional attorney to attend such third
party claim at its own cost and expenses.
6.9 Bank may also disclose Confidential Information to
its external consultants solely to further its
business purposes, provided the consultants agree in
writing to be bound by the terms of the Order,
including its intellectual property and
confidentiality provisions. Endpoint Provider agrees
to maintain and keep updated contract register at
Bank containing details of all subcontractors such as
name, address, contact numbers, contact person and
services rendered.
6.10 Endpoint Provider acknowledges that all material and
information which has and shall come into its
possession or knowledge in connection with this
agreement or the performance thereof, whether
consisting of confidential and proprietary data or
not, whose disclosure to or use by third parties may
be damaging or cause loss to Bank shall all times be
held by it in strictest confidence and it shall not
make use thereof other than for the performance of
this agreement and to release it only to employees
requiring such information, and not to release or
disclose it to any other party. Endpoint Provider
agrees to take appropriate action with respect to
its employees to ensure that the obligations of non-
use and non-disclosure of confidential information
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under this agreement are fully satisfied. Endpoint
Provider shall not use the logo of Bank or other IPRs
including the name of the Bank or any of its
documents during any publicity without the prior
written permission of Bank. In the event of any loss
to Bank in divulging the information by the employees
of the Endpoint Provider, Bank shall be indemnified
by the Endpoint Provider. Endpoint Provider agrees
to maintain the confidentiality of Bank’s
information after the termination / expiry of the
agreement also.
6.11 Endpoint Provider shall not use any information or
know-how gained in this contract/agreement for
another organization whose business activities are
similar in part or in whole to any of those of Bank
anywhere in the world without prior written consent
of the Bank for a period of three years from the date
of termination / expiry of the contract.
6.12 Endpoint Provider / Bank shall treat as confidential
all data and information about the Bank / Endpoint
Provider / Contract, obtained in the execution of
this agreement / tender including any business,
technical or financial information, in strict
confidence and shall not reveal such information to
any other party.
7 RELATIONSHIP BETWEEN THE PARTIES.
7.1 It is specifically agreed that the Endpoint Provider
shall act as independent Endpoint Provider and shall not
be deemed to be the Agent of the Bank except in respect of
the transactions/services which give rise to Principal -
Agent relationship by express agreement between the
Parties.
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7.2 Neither the Endpoint Provider nor its employees,
agents, representatives, Sub-Contractors shall hold out or
represent as agents of the Bank.
7.3 None of the employees, representatives or agents of
Endpoint Provider shall be entitled to claim permanent
absorption or any other claim or benefit against the Bank.
7.4 This Agreement shall not be construed as joint venture.
Each Party shall be responsible for all its obligations
towards its respective employees. No employee of any of
the two Parties shall claim to be employee of other Party.
7.5 All the obligations towards the employees of a Party
including that on account of personal accidents occurred
while working in the premises of the other Party shall be
with the respective employer and not on the Party in whose
premises the accident occurred.
7.6 It is agreed between the parties that during the
currency of this Agreement and for period of one year
thereafter, neither party shall offer to or entice away the
employees of the other who are directly involved in the
performance of this Agreement. However, this clause shall
not be applicable for any regular recruitment as per the
recruitment policy of either party and not targeted for the
employees of the other party.
8 SUB-CONTRACTING
8.1 Endpoint Provider agrees to obtain prior
approval/consent of the Bank of the use of subcontractors
by the Endpoint Provider for any part of the Services.
Notwithstanding approval of the Bank for the use of sub-
contractors Endpoint Provider shall be liable for
fulfilment of all the terms and conditions of this
Agreement andEndpoint Provider shall be solely responsible
for all acts of omission and commission of such sub-
contractors and shall be liable to the Bank for maintaining
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quality of the work and conformance to statutory
requirements and government regulations for the works
undertaken by them. Endpoint Provider shall be responsible
for managing the activities of its personnel or sub-
contracted personnel and shall hold itself responsible for
any misdemeanors.
8.2 Before engaging Sub-Contractor, the Endpoint Provider
shall carry out reasonable due diligence process on sub-
contracting/ sub-contractor and shall comply with Bank’s
instructions and requirements issued in this regard, if
any, and Bank shall have access to such records.
8.3 In the event of sub-contracting the Endpoint Provider
shall ensure that suitable documents including
confidentiality agreement are obtained from the sub-
contractor and the Endpoint Provider shall ensure that the
secrecy and faith of Bank’s data / processes is maintained.
8.4 In respect of that part of the services where chain
outsourcing and sub-contractors are permitted by the Bank,
the sub-contractor should have same level of obligations
as that of the Endpoint Provider and the Endpoint Provider
agrees to obtain suitable documents in this regard from the
sub-contractor.
8.5 The Bank reserves the right to ask Endpoint Provider
and Endpoint Provider shall change / amend the clause(s)
entered between Endpoint Provider and Subcontractor which
are contrary to the provisions of this Agreement.
9 PERFORMANCE GUARANTEE & PENALTY
9.1 The Endpoint Provider shall furnish Performance Bank
Guarantee of the amount 20% of the proportionate total
cost of ownership based on the final Reverse Auction
price for a period of 7 years plus 3 months claim
period i.e for an amount of Rs. ----------------
(Rupees ------------------------------------ only)
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as per the format at Appendix-9 of the RFP from a
Scheduled Commercial Bank other than State Bank of
India.
9.2 Performance of the obligations under the Agreement
shall be made by the Endpoint Provider in accordance
with the time schedule / within the specified period
of time given in this Agreement.
9.3 Any unexcused delay by the Endpoint Provider in the
performance of its Contract obligations shall render
the Endpoint Provider liable to Termination of the
Contract for default.
9.4 If at any time during performance of the Contract,
the Endpoint Provider should encounter unexpected
conditions impeding timely completion of the Services
under the Agreement and performance of the services,
the Endpoint Provider shall promptly notify the Bank
in writing of the fact of the delay, its likely
duration and its cause(s). As soon as practicable,
after receipt of the Endpoint Provider’s notice, the
Bank shall evaluate the situation and may at its
discretion extend the Endpoint Provider’s time for
performance, in which case the extension shall be
ratified by the Parties by amendment of the Agreement.
9.5 The Endpoint Provider shall be liable to pay penalty
at the rate mentioned in this agreement including its
annexure, addendum and exhibit in respect of any delay
beyond the permitted period in providing the
Services.
10 FORCE MAJEURE
10.1 Notwithstanding anything else contained in the
Agreement, neither Party shall be liable for any delay
in performing its obligations herein if and to the
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extent that such delay is the result of an event of
Force Majeure.
10.2 For the purposes of this clause, 'Force Majeure'
means and includes wars, insurrections, revolution,
civil disturbance, riots, terrorist acts, public
strikes, hartal, bundh, fires, floods, epidemic,
quarantine restrictions, freight embargoes, declared
general strikes in relevant industries, Vis Major Act
of Government, impeding reasonable performance of the
Contractor and / or Sub-Contractor but does not
include any foreseeable events, commercial
considerations or those involving fault or negligence
on the part of the party claiming Force Majeure.
10.3 If a Force Majeure situation arises, the Endpoint
Provider shall promptly notify the Bank in writing of
such conditions, the cause thereof and the likely
duration of the delay. Unless otherwise directed by
the Bank in writing, the Endpoint Provider shall
continue to perform its obligations under the
Agreement as far as reasonably practical, and shall
seek all reasonable alternative means for performance
not prevented by the Force Majeure event.
10.4 If the event of Force Majeure continues for a period
more than 30 days, the Bank shall be entitled to
terminate this Agreement at any time thereafter.
Neither party shall have any penal liability to the
other in respect of the termination of this Contract
as a result of an Event of Force Majeure. However,
Endpoint Provider shall be entitled to receive
payments for all services actually rendered up to the
date of the termination of this Agreement.
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11 COMPLIANCE WITH LAWS
11.1 Endpoint Provider hereby agrees and declares that it
shall be the sole responsibility of Endpoint Provider
to comply with the provisions of all the applicable
laws, concerning or in relation to rendering of
Services by Endpoint Provider as envisaged under this
agreement.
11.2 Endpoint Provider shall procure and maintain all
necessary licenses permissions, approvals from the
relevant authorities under the applicable laws
throughout the currency of this Agreement.
11.3 Endpoint Provider shall be solely liable &
responsible for compliance of applicable Labour Laws
in respect of its employees, agents, representatives
and sub-Contractors and in particular Laws relating
to terminal benefits such as Pension, Gratuity,
Provident Fund, Bonus or other benefits to which they
may be entitled and the Laws relating to Contract
Labour, Minimum Wages, etc., and the Bank shall have
no liability in these regards. Further, the Endpoint
Provider would defend and indemnify to the Bank for
any third party claims against the Bank arising out
of any non-compliance as above obligations. The Bank
will give Endpoint Provider (a) prompt written notice
of such non-compliance or claim; (b) all requested
information, available with the Bank, about such non-
compliance or claim; (c) reasonable cooperation and
assistance; and (d) sole authority to defend and
settle such non-compliance or claim.
11.4 Endpoint Provider confirms that it has full authority
to enter into this Agreement and render the Services
as envisaged under this Agreement and all Corporate
or other necessary approvals have been obtained for
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entering into this Agreement with the Bank. Further,
the persons executing this Agreement on behalf of the
Endpoint Provider have full authority and power to
execute this Agreement and bind Endpoint Provider.
12 RIGHT TO AUDIT
12.1 It is agreed by and between the parties that the
Endpoint Provider shall get itself annually audited
by external empaneled Auditors appointed by the Bank/
inspecting official from the Reserve Bank of India or
any regulatory authority, covering the risk
parameters finalized by the Bank/ such auditors in
the areas of products (IT hardware/ software) and
Services etc. provided to the Bank and the Endpoint
Provider shall submit such certification by such
Auditors to the Bank. The Endpoint Provider and or
his / their outsourced agents /sub – contractors (if
allowed by the Bank) shall facilitate the same. The
Bank can make its expert assessment on the efficiency
and effectiveness of the security, control, risk
management, governance system and process created by
the Endpoint Provider. The Endpoint Provider shall,
during business hours and on working days whenever
required by such Auditors, furnish all relevant
information, records/data to them. All costs for such
audit shall be borne by the Bank.
12.2 Where any deficiency has been observed during audit
of the Endpoint Provider on the risk parameters
finalized by the Bank or in the certification
submitted by the Auditors, it is agreed upon by the
Endpoint Provider that it shall correct/ resolve the
same at the earliest and shall provide all necessary
documents related to resolution thereof and the
auditor shall further certify in respect of
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resolution of the deficiencies. It is also agreed
that the Endpoint Provider shall provide
certification of the auditor to the Bank regarding
compliance of the observations made by the auditors
covering the respective risk parameters against which
such deficiencies observed.
12.3 Endpoint Provider further agrees that whenever
required by the Bank, it will furnish all relevant
information, records/data relating to services
performed under this Agreement to such auditors
and/or inspecting officials of the Bank/ Reserve Bank
of India and or any regulatory authority required for
conducting the audit. The Bank reserves the right to
call and/or retain for any relevant material
information / reports including audit or review
reports undertaken by the Endpoint Provider (e.g.,
financial, internal control and security reviews) and
findings made on the Endpoint Provider in conjunction
with the services provided to the Bank.
13 FEES, TAXES DUTIES & PAYMENTS
13.1 Endpoint Provider shall be paid in the manner detailed
in the Agreement subject to deduction of income tax
thereon wherever required under the provisions of the
Income Tax Act by the Bank.
13.2 All expenses, stamp duty and other charges/ expenses
in connection with execution of this Agreement shall
be borne by Endpoint Provider.
13.3 Endpoint Provider shall invoice for Services and
Deliverables in accordance with the Order / Addendum.
Any services other than those mentioned in the order
or addenda shall be provided on a time and materials
basis (T&M) and travel and living expenses as
applicable shall be paid for by Bank within 30
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(thirty) days of receipt of Endpoint Provider’s
invoice. However, all such charges and traveling and
living expenses shall be approved by Bank in advance.
Equipment, Software and Supplies shall be invoiced and
paid in accordance with the Order / Addendum. The
prices for the Products and Services shall be as
indicated in the respective Appendix /Addendum.
13.4 Bank and Endpoint Provider agree and understand
that the prices and the configuration of CDs to be
supplied under this Agreement as well as the Warranty
and AMC charges in respect thereto may be changed /
modified / revised after mutual discussions between
the parties. It is agreed that the mutually agreed
change in the prices and the configuration shall then
be exchanged in the form of a letter. The parties
further agree that all such letters exchanged by and
between parties shall be annexed and made part of this
agreement. Until the changes are mutually agreed, the
prices / configuration stated in the agreement /
addendum / order shall be binding.
14 GENERAL INDEMNITY
14.1 Endpoint Provider agrees and hereby keeps the Bank
indemnified against all claims, actions, and shall
pay all losses damages, and costs, expenses, charges,
including legal expenses (Attorney, Advocates fees
included) which the Bank may suffer or incur on
account of any acts of negligence or misconduct on
the part of employees, agents, representatives or
Sub-Contractors of Endpoint Provider under this
agreement. For any third party claim Bank shall give
Endpoint Provider (a) prompt written notice of the
claim; (b) all requested information, available with
the Bank, about the claim; (c) reasonable cooperation
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and assistance; and (d) sole authority to defend and
settle the claim. Endpoint Provider agrees to make
good the loss suffered by the Bank.
14.2 Endpoint Provider further undertakes to promptly
notify the Bank in writing any breach of obligation
of the agreement by its employees or representatives
including confidentiality obligation as soon as such
breach comes to the knowledge of Endpoint Provider
and in such an event, the Bank will in addition to
and without prejudice to any other available remedies
be entitled to immediate equitable relief in a Court
of competent jurisdiction to protect its interest
including injunctive relief.
14.3 Bank shall own all intellectual property rights to
all design, software and/or systems created
specifically for implementation at Bank under this
Agreement. Notwithstanding anything mentioned herein,
Endpoint Provider shall, indemnify and keep
indemnified the Bank at all times at its expense
against all legal actions, claims, any loss or
damages, at its expense, any claim or suit brought
against the Bank alleging that a Product infringes a,
trade mark, trade name, patent, copyright, trade
secrets of any other IPR, industrial design or any
other intellectual property rights of the third
party(“IP Claim”) and shall pay all cost, legal fee
and monetary damages awarded against the Bank in a
preliminary, interim or final order of the court or
on Bank’s behalf in a settlement of IP Claim that
Endpoint Provider has agreed to in writing, subject
to the following condition(s) mentioned in clause
14.3.1:
14.3.1 (a)The Bank shall (a) promptly notify the
Endpoint Provider in writing of any IP Claim or
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allegations of infringement of which it has notice
(“Claim Notice”);(b) gives Endpoint Provider
reasonably requested information within its knowledge
and cooperation and authority to defend and settle the
IP Claim without prejudice to the rights of Bank. (c)
The Bank shall not make any admission of claims
against such claims without the Endpoint Provider’s
prior written consent.
14.3.2 In handling the IP Claim, Endpoint Provider
shall endeavour to obtain for Bank the right to
continue using the Product or replace or modify the
Product, without materially impacting or affecting
Bank’s intended use of the Product, so that it becomes
non-infringing. If Endpoint Provider determines that
neither of the foregoing is available, upon Endpoint
Provider’s written request to Bank, Bank shall
promptly return the Product to Endpoint Provider at
Endpoint Provider’s cost and expenses, and Endpoint
Provider shall promptly refund Bank the charges Bank
paid Endpoint Provider for the Product.
14.3.3 However, obligations set forth in clause 14.3
shall not apply if the alleged infringement arises
from (a) Endpoint Provider’s compliance with any of
Bank’s designs, specifications, or instructions; (b)
any modifications or changes in the Product by the
Bank (c) combination or use of the Product with any
other product not provided by the Endpoint Provider
to the Bank.
14.3.4 Endpoint Provider undertakes that all software
residing on the CD have been rightfully acquired.
14.4 This clause 14.3 sets forth Endpoint Provider’s
entire obligations, and Bank’s exclusive remedies,
with respect to intellectual property infringement,
including any IP Claim.
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15 LIMITATION OF LIABILITY
15.1 For breach of any obligation mentioned in this
agreement, subject to clause 15.3, in no event
Endpoint Provider shall be liable for damages to the
Bank arising under or in connection with this
agreement for an amount exceeding the total amount
payable by the Bank to the Endpoint Provider under
this Agreement.
15.2 Neither Party shall be liable to the other Party
for indirect, consequential, incidental or special
damages, loss of profits, revenue and business.
15.3 The limitations set forth herein shall not apply
with respect to:
(i) claims that are the subject of
indemnification pursuant to infringement of
intellectual property rights,
(ii) damage(s) occasioned by the gross
negligence, fraud or willful misconduct of
Endpoint Provider,
(iii) damage(s) occasioned by Endpoint
Provider for breach of Confidentiality
Obligations,
(iv) Loss occasioned by Non-compliance of
Statutory or Regulatory Guidelines.
16 TERMINATION
16.1 The Bank may, without prejudice to any other remedy
for breach of contract, written notice of not less than
thirty days sent to the Endpoint Provider, terminate the
Agreement in whole or in part:
(a) if the Endpoint Provider fails to deliver any or
all the obligations within the time period
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specified in the Agreement, or any extension
thereof granted by the Bank;
(b) if the Endpoint Provider fails to perform any
other obligation(s) under the Agreement;
(c) on the happening of any termination event
mentioned herein above in this Agreement;
(d) for convenience.
Termination under clause 16.1 (a) and (b) may be effected
only through written notice by the Bank to the Endpoint
Provider, which notice shall specify the breach on which
termination is based. Following receipt of such notice the
Endpoint Provider shall have 30 (thirty) days to cure such
breach. This Agreement and/or the Order shall terminate
upon notice given by the Bank in the event such breach is
not cured by the end of such period or such longer period
as determined by the Bank.
16.2 The Bank shall have a right to terminate the Agreement
immediately by giving a notice in writing to Endpoint
Provider in the following eventualities :
16.2.1 If any Receiver/Liquidator is appointed in
connection with the business of the Endpoint
Provider or Endpoint Provider transfers
substantial assets in favour of its creditors
or any orders / directions are issued by any
Authority / Regulator which has the effect of
suspension of the business of Endpoint Provider.
16.2.2 If Endpoint Provider applies to the Court or
passes a resolution for voluntary winding up of
Endpoint Provider or any other creditor / person
files a petition for winding up or dissolution
of Endpoint Provider.
16.2.3 If Endpoint Provider is unable to pay its debts
or discharge its liabilities in normal course
of business.
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16.2.4 If Endpoint Provider is unable to render the
services up to the mark as envisaged under this
agreement upon a reasonable assessment of the
circumstances by the Bank which affect rendering
of the services by Endpoint Provider as
envisaged under this agreement.
16.2.5 If any acts of commission or omission on the
part of Endpoint Provider or its agents,
employees, sub-contractors or representatives,
in the reasonable opinion of the Bank tantamount
to fraud or prejudicial to the interest of the
Bank or its customers.
16.2.6 If Endpoint Provider is owned/ controlled
wholly/ partly by any other bank operating in
India.
16.2.7 If any officer/ employee/ director of Endpoint
Provider or their relatives as defined in
Section 2 (77) of the Companies Act, 2013
becomes a director of the Bank.
16.3 In the event the Bank terminates the Contract in
whole or in part, it may procure, upon such terms
and in such manner as it deems appropriate,
Products and Services similar to those
undelivered, and Endpoint Provider shall be liable
to the Bank for any reasonable excess costs, if
any paid by the Bank for procuring such similar
Products or Services. However, Endpoint Provider
shall continue performance of the Contract to the
extent not terminated.
16.4 In the event of the termination of the Agreement,
Endpoint Provider shall be liable and responsible
to return to the Bank all records, documents, data
and information including Confidential Information
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pertains to or relating to the Bank in its
possession.
16.5 In the event of termination of the Agreement for
any reason, Bank shall have the right to give
suitable publicity to the same including advising
the Indian Bank’s Association / Reserve Bank of
India.
16.6 In the event of termination of the Agreement or on
the expiry of the term/ renewed term of this
Agreement, the Endpoint Provider shall render all
reasonable assistance and help to the Bank and any
new contractor engaged by the Bank for the smooth
switch over and continuity of the Services or if
so required by the Bank take all necessary steps
to bring the Services to a close in a prompt and
orderly manner.
16.7 Upon termination or expiration of this Agreement,
all rights and obligations of the Parties
hereunder shall cease, except:
i. such rights and obligations as may have accrued
on the date of termination or expiration;
ii. the obligation of confidentiality and
indemnity; and
iii. any right which a Party may have under the
Applicable Law.
16.8 Unless otherwise specified expressly, termination
of this Agreement shall not tantamount to
automatic termination of the Services Addendum(s)
and the provisions of this Agreement shall
continue to apply to such Services Addendum(s).
17 CONTINGENCY PLANS & CONTINUITY ARRANGEMENTS
17.1 The Endpoint Provider shall arrange and ensure
proper contingency plans to meet any unexpected
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obstruction to the Endpoint Provider or any employees or
sub-contractors of the Endpoint Provider in rendering
the Services or any part of the same under this Agreement
to the Bank.
17.2 The Endpoint Provider agrees for the following
continuity arrangements to ensure the business
continuity of the Bank-
17.2.1 In the event of this Agreement comes to end on
account of termination or by the expiry of the
term/ renewed term of the Agreement or
otherwise, the Endpoint Provider shall render
all reasonable assistance and help to the Bank
and to any new contractor engaged by the Bank,
for the smooth switch over and continuity of the
Services.
17.2.2 In the event of failure of the Endpoint Provider
to render the Services or in the event of
termination of agreement or expiry of term or
otherwise, without prejudice to any other right,
the Bank at its sole discretion may make
alternate arrangement for getting the Services
contracted with another Endpoint Provider. In
such case, the Bank shall give prior notice to
the existing Endpoint Provider. The existing
Endpoint Provider shall continue to provide
services as per the terms of contract until a
‘New Endpoint Provider’ completely takes over
the work. During the transition phase, the
existing Endpoint Provider shall render all
reasonable assistance to the new Endpoint
Provider within such period prescribed by the
Bank, at no extra cost to the Bank, for ensuring
smooth switch over and continuity of services.
If existing Endpoint Provider is breach of this
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obligation, Bank may invoke the Performance Bank
Guarantees.
18 DISPUTE RESOLUTION / ARBITRATION
18.1 Any and all disputes, controversies and conflicts
("Disputes") arising out of this Agreement or in
connection with this Agreement or the performance or
non-performance of the rights and obligations set
forth herein, or the breach, termination, invalidity
or interpretation thereof shall be referred for
arbitration in terms of the Arbitration and
Conciliation Act, 1996 (Arbitration Act) or any
amendments thereof. Prior to submitting the Disputes
to arbitration the parties shall make all endeavours
to settle the dispute/s through mutual negotiation and
discussions. In the event that the said dispute/s are
not settled even after a reasonably long period of the
arising thereof as evidenced through the first written
communication from any party notifying the other
regarding the disputes, the same shall finally be
settled and determined by arbitration as above.
18.2 The place of arbitration shall be at Mumbai and the
language used in the arbitral proceedings and that of
all documents and communications between the parties
shall be English. Arbitration shall be conducted by a
mutually appointed sole arbitrator. If the Parties are
unable to agree upon a sole Arbitrator, each Party
shall appoint one arbitrator and the two arbitrators
so appointed by the Parties shall appoint the third
arbitrator, who shall be the Chairman of the Arbitral
Tribunal.
18.3 The arbitral award shall be in writing and subject to
the provisions of the Arbitration and Conciliation
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Act, 1996 Act shall be enforceable in any court of
competent jurisdiction.
18.4 Pending the submission to arbitration and thereafter,
till the Arbitrator or the Arbitral Tribunal renders
the award or decision, the Parties shall, except in
the event of termination of this Agreement or in the
event of any interim order/award is granted under the
afore stated Act, continue to perform their
obligations under this Agreement.
18.5 The decision of the majority of arbitrators shall be
final and binding upon both parties. The cost and
expenses of Arbitration proceedings shall be paid as
determined by the arbitral tribunal. However, the
expenses incurred by each party in connection with the
preparation, presentation, etc., of its proceedings
as also the fees and expenses paid to the arbitrator
appointed by such party or on its behalf shall be
borne by each party itself;
19 GOVERNING LAW & JURISDICTION
19.1 The Agreement shall be governed and construed in
accordance with the Laws of Republic of India.
19.2 The Parties agree to submit to the exclusive
jurisdiction of the appropriate court in Mumbai in
connection with any dispute between the Parties under
the Agreement.
20 ENTIRE AGREEMENT
20.1 This Agreement constitutes the entire agreement
between the Parties with respect to the subject matter
hereof and supersedes all prior written agreements,
undertakings, understandings and negotiations, both
written and oral, between the Parties with respect to
the subject matter of the Agreement, except which are
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expressly annexed or attached to this Agreement and
saved by this Agreement. No representation,
inducement, promise, understanding, condition or
warranty not set forth herein has been made or relied
upon by any Party hereto.
20.2 Entire Agreement: This Agreement including all work
orders, Exhibits, Annexures, Appendix, RFP and other
documents or communications incorporated herein,
represents the entire agreement for the services of
covering Annual Technical Support and Managed Support
Services between the parties and supplements all prior
negotiations, understandings, and agreements, written
or oral, relating to the subject matter herein. In the
event of any conflict of any matter between the
Agreement and its annexures/ schedules/ addenda/
appendix/ exhibit/ RFP/ RFP amendments/corrigendum,
the Bank’s decision shall be final in the matter.
20.3 This Agreement together with the related RFP (along
with all their amendments) and Bank’s clarifications
to the applicants/ bidders/ Endpoint Providers’
queries constitutes the entire understanding between
the Parties with respect to the subject matter hereof.
In the event of any conflict between the terms of
RFP/their amendments/Bank’s clarification to the
bidders’ queries and the terms of this Agreement, the
Bank’s decision in this regard shall prevail. In the
event of any conflict between the Agreement and its
Annexures / Schedules / Addenda / appendix / Exhibit,
the Bank’s decision in this regard shall prevail.
21 SEVERABILITY
If any part or any provision of this Agreement is
or becomes illegal, invalid or unenforceable, that
part or provision shall be ineffective to the extent
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of such invalidity or unenforceability only, without
in any way affecting the validity or enforceability
of the remaining parts of said provision or the
remaining provisions of this Agreement. The Parties
hereby agree to attempt to substitute any invalid
or unenforceable provision with a valid or
enforceable provision, which achieves to the
greatest extent possible the economic, legal and
commercial objectives of the invalid or
unenforceable provision.
22 NOTICES
22.1 Any notice, invoice, approval, advice, report or any
other communication required to be given under this
Agreement shall be in writing and may be given by
delivering the same by hand or sending the same by
prepaid registered mail / courier to the relevant
address set forth below or such other address as each
Party may notify in writing to the other Party from
time to time. Any such notice given as aforesaid
shall be deemed to be served or received at the time
upon delivery (if delivered by hand) or upon actual
receipt (if given by telegram or facsimile) or seven
(7) clear days after posting (if sent by post).
22.2 A notice shall be effective when it is delivered or
on the effective date of the notice, whichever is
later.
22.3 Address for communication to the Parties are as under:
22.3.1 To the Bank
The General Manager (AC)
State Bank of India
Corporate Centre, 09th Floor
Air India Building, Nariman Point
Mumbai – 400 021
With an additional copy to
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The Dy. General Manager (ATM-I&S)
State Bank Global IT Centre
Ground Floor, MTNL Building,
Sector -11, CBD Belapur
Navi Mumbai - 400614
22.3.2 To the Endpoint Provider
23 MISCELLANEOUS
23.1 Failure to enforce any term in an Order is not a waiver
of future enforcement of that or any other term.
23.2 Endpoint Provider shall abide by the job safety
measures prevalent in India and shall defend and
indemnify the Bank from all third party claims,
demands or liabilities arising from accidents or loss
of life, the cause of which is the Endpoint Provider’s
negligence under this Agreement and shall not hold the
Bank responsible or obligated if Bank gives the
Endpoint Provider (a) prompt written notice of the
claim; (b) all requested information, available with
the Bank, about the claim; (c) reasonable cooperation
and assistance; and (d) sole authority to defend and
settle the claim.
23.3 Endpoint Provider shall work closely with the Bank’s
staff, act within its own authority and abide by
directives issued by the Bank and implementation
activities.
23.4 Endpoint Provider shall be responsible for and obliged
to conduct all contracted activities in accordance
with the contract / Agreement using state-of-the-art
methods and economic principles, and exercising all
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means available to achieve the performance specified
in Contract / Agreement.
23.5 Any provision of this Agreement may be amended or
waived, if, and only if such amendment or waiver is
in writing and signed, in the case of an amendment by
each party, or in this case of a waiver, by the Party
against whom the waiver is to be effective.
23.6 No failure or delay by any Party in exercising any
right, power or privilege hereunder shall operate as
a waiver thereof nor shall any single or partial
exercise of any other right, power of privilege. The
rights and remedies herein provided shall be
cumulative and not exclusive of any rights or remedies
provided by law.
23.7 Neither this Agreement nor any provision hereof is
intended to confer upon any person/s other than the
Parties to this Agreement any rights or remedies
hereunder.
23.8 The Endpoint Provider shall execute and deliver such
additional documents and perform such additional
actions, as may be necessary, appropriate or
reasonably requested to carry out or evidence the
transactions contemplated hereby.
23.9 In case of any change in applicable laws that has an
effect on the terms of this Agreement, the Parties
agree that the Agreement may be reviewed, and if
deemed necessary by the Parties, make necessary
amendments to the Agreement by mutual agreement in
good faith.
23.10 If this Agreement is signed in counterparts, each
counterpart shall be deemed to be an original.
23.11 The Endpoint Provider shall not assign or
transfer all or any of its rights, benefits or
obligations under this Agreement without the approval
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of the Bank. The Bank may, at any time, assign or
transfer all or any of its rights, benefits and
obligations under this Agreement.
23.12 All plans, drawings, specifications, designs,
reports and other documents prepared by the Endpoint
Provider in the execution of the Agreement shall
become and remain the property of the Bank, and before
termination or expiration of this Agreement the
Endpoint Provider shall deliver all such documents,
prepared under this Agreement along with a detailed
inventory thereof to the Bank.
23.13 The Endpoint Provider agrees that they shall not
use the logo, trademark, copy rights or other
proprietary rights of the Bank in any advertisement
or publicity materials or any other written
communication with any other party, without the prior
written consent of the Bank.
23.14 The Endpoint Provider agrees to preserve the
documents and data in respect of the Services for such
period in accordance with the legal/regulatory
obligation of the Bank in this regard.
23.15 The Parties agree that the Bank shall have the
right, but without any obligation to monitor and
assess the Services to enable the Bank to take
necessary corrective measures, provided any such
monitoring shall not amount to supervision of any of
the jobs of the Endpoint Provider or the employees of
the Endpoint Provider.
23.16 The Bank should have right to conduct surprise
check of the Endpoint Provider’s activities in respect
of the Services.
23.17 The Endpoint Provider agrees that the
Complaints/feedback, if any received from the
customers of the Bank in respect of the Services by
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Endpoint Providers shall be recorded and Bank/Reserve
Bank of India shall have access to such records and
redressal of customer complaints by the Endpoint
Provider.
23.18 The Endpoint Provider agrees that the Bank shall
have the right to disclose the details of this
Agreement and the details of Services covered herein
to the Reserve Bank of India and Indian Banks
Association.
23.19 TRANSITION REQUIREMENT:
In the event of failure of the Service Provider to
render the Services or in the event of termination
of agreement or expiry of term or otherwise, without
prejudice to any other right, the Bank at its sole
discretion may make alternate arrangement for
getting the Services contracted with another
vendor. In such case, the Bank shall give prior
notice to the existing Service Provider. The
existing Service Provider shall continue to provide
services as per the terms of contract until a ‘New
Service Provider’ completely takes over the work.
During the transition phase, the existing Service
Provider shall render all reasonable assistance to
the new Service Provider within such period
prescribed by the Bank, at no extra cost to the
Bank, for ensuring smooth switch over and continuity
of services. If existing Endpoint Provider commits
breach of this obligation, they shall be liable for
paying a penalty as per Appendix-11 of the RFP on
demand to the Bank, which may be settled from the
payment of invoices for the contracted period. The
Bank may also require the Service Provider to enter
into a Transition & Knowledge Transfer Agreement as
mentioned in Addendum F.
23.20 LIQUIDATED DAMAGES :
If the Endpoint Provider fails to deliver any or all
of the Equipments, or perform the services within the
stipulated time schedule as specified in this
Contract, the Bank may, without prejudice to its other
remedies under the Contract, and unless otherwise
extension of time is agreed upon without the
application of Liquidated Damages, deduct from the
Contract Price, as liquidated damages as specified in
Appendix-12a SLA-Endpoints and Support Services Page 61 of 144
Appendix-11 of the RFP. Once the maximum deduction is
reached, the Bank may consider termination of the
Contract.
23.21 POWERS TO VARY OR OMIT WORK :
1. No alterations, amendments, omissions,
additions, suspensions or variations of the work
(hereinafter referred to as variation) under the
Agreement shall be made by.....................
(Service provider) except as directed in writing
by Bank. The Bank shall have full powers, subject
to the provision herein after contained, from
time to time during the execution of the
Agreement, by notice in writing to
instruct..................... (Service provider)
to make any variation without prejudice to the
Agreement. ..................... (Service
provider) shall carry out such variations and be
bound by the same conditions, though the said
variations occurred in the Agreement documents.
If any suggested variations would, in the opinion
of..................... (Service provider), if
carried out, prevent them from fulfilling any of
their obligations under the Agreement, they shall
notify the Bank, thereof, in writing with reasons
for holding such opinion and Bank shall
instruct..................... (Service provider)
to make such other modified variation without
prejudice to the Agreement.
..................... (Service provider) shall
carry out such variations and be bound by the
same conditions, though the said variations
occurred in the Agreement documents. If Bank
confirms their
instructions...................................
(Service provider)’s obligations will be
modified to such an extent as may be mutually
agreed. If such variation is substantial and
involves considerable extra cost, any agreed
difference in cost occasioned by such variation
shall be mutually agreed between the parties. In
any case in which..................... (Service
provider) has received instructions from the Bank
as to the requirement of carrying out the altered
or additional substituted work, which either then
or later on, will in the opinion
of..................... (Service provider),
involve a claim for additional payments, such
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additional payments shall be mutually agreed in
line with the terms and conditions of the order.
2. If any change in the work is likely to result in reduction in cost, the parties shall agree in
writing so as to the extent of reduction in
payment to be made to ……………Service Provider),
before..................... (Service provider)
proceeding with the change.
23.22 NO WAIVER OF BANK RIGHTS OR (SERVICE PROVIDER)’S
LIABILITY
Neither any payment sign-off/payment by the Bank
for acceptance of the whole or any part of the work,
nor any extension of time/possession taken by the
Bank shall affect or prejudice the rights of the
Bank against..................... (Service
provider), or relieve..................... (Service
provider) of their obligations for the due
performance of the Agreement, or be interpreted as
approval of the work done, or create liability on
the Bank to pay for alterations/ amendments/
variations, or discharge the liability
of..................... (service provider) for the
payment of damages whether due, ascertained, or
certified or not or any sum against the payment of
which they are bound to indemnify Bank nor shall
any such certificate nor the acceptance by them of
any such paid on account or otherwise, affect or
prejudice the rights of the ....................
(Service provider), against the Bank.
23.23 CHANGE OF ORDERS
The Bank may, at any time, by a written order
given to the Endpoint Provider, make changes
within the general scope of the Contract in any
one or more of the following:
a. Method of shipment or packing; b. Place of delivery; c. Quantities to be supplied subject to 25%
above or below the originally declared
quantities except where Bank has
specifically mentioned at the option of the
Bank.
d. If due to lack of technical feasibility or lack of commercial viability or due to
unforeseen circumstances, the Bank finds
that it is unable to buy certain components
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or services, or will need to substitute one
component or service with another, the Bank
may change the quantities beyond 25 % or
minus. The Bank also reserves the right to
avail the products/services as per the rate
discovered through this RFP in respect of
following item, during the terms of the
contract.
Price Bid
Item No
Description of
Products/Service
If the need for
Variation Arises
10 Site Installation and
Modification Services
Cost will be paid as
per actual
requirements.
IN WITNESS WHEREOF, the parties hereto have caused this
Agreement to be executed by their duly authorized
representatives as of the date and day first mentioned
above.
State Bank of India Endpoint Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.
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ADDENDUM, ANNEXURE, SCHEDULE, ETC.
ADDENDUM - A
CD ORDER AND PRICES
During the period from ……………………… to ………………………, Bank shall
procure and Endpoint Provider shall supply CDs, to the Bank
as per the terms and conditions of this Appendix, this
agreement, RFP and Purchase order to be issued by the Bank.
Cash Dispensers shall be energy efficient.
TECHNICAL CONFIGURATION OF CDs to be supplied under this
agreement will be the same as mentioned in Appendix 4a read
with Appendix 4b of the RFP, wherever applicable.
1. Though Bank has laid down the minimum configuration of
both Hardware and Software of CD to meet present
requirements as detailed in this Addendum, the CD shall be
upgradable to support any statutory/ regulatory compliance
requirements without any additional cost to the Bank.
Endpoint Provider shall ensure that the CDs run on legal
and supported hardware & software and support Cash
Dispenser (including the operating system) for a minimum
period of 7 (seven) years from the date of installation,
extendable upto a period of 10 years at the discretion of
the Bank, irrespective of the position whether the parts
are manufactured by the Endpoint Provider or outsourced by
them.
3. All operating system updates / upgrades / patches
/service packs and proprietary software upgrades / bug-
fixes / licenses to ensure that the Software meets the
specifications and functionalities stated in this Agreement
and released till the completion of warranty and during
annual maintenance) shall be provided free of cost and also
installed in all the CDs at no cost to Bank for the entire
Appendix-12a SLA-Endpoints and Support Services Page 65 of 144
period of support committed i.e. for a period of 7 (seven)
years after installation. OS hardening has to be done for
all CDs. The cost of the visit of service personnel for
uploading patches, MS agents, upgrade of Operating Systems,
etc. shall be borne by the Endpoint Provider. Endpoint
Provider shall be responsible for ensuring that Product
does not get affected by virus/ malware.
4. Endpoint Provider shall ensure that at the time of
delivery of Cash Dispenser they are not affected by
virus/malware, bugs and covert channel in codes, (of the
version of application / software being delivered as well
as any subsequent version / modification done) and is free
from OWASP vulnerabilities for web applications / softwares
therein. Endpoint Provider shall also ensure that the
Endpoint Provider’s employees attending to the Cash
Dispensers during warranty period / AMC period do not
introduce virus/malware.
5. The system shall be enabled for EJ pulling and all
software required for EJ pulling must be factory loaded or
loaded at no extra cost at the time of installation of the
Cash Dispensers, Endpoint Provider shall be responsible for
loading any Bank approved software agent and must
coordinate fully with the Annual Technical Service Provider
so that EJ pulling is enabled on the day of
operationalization of the Cash Dispensers. No charges shall
be paid by Bank for installation of ej pulling software,
any other software / patches at all Cash Dispensers,
irrespective of number of visits including the quarterly
visits for preventive maintenance. During preventive
maintenance if eJ agent is found to be disabled /
disconnected Endpoint Provider shall restore it with no
extra cost to the Bank. For cases, where MS Endpoint
Provider shall unable to pull ej log with status ‘call
logged’ and matter is escalated to the Endpoint Provider
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to resolve the issue, Endpoint Provider shall resolve the
issue without any cost to the Bank. Endpoint Provider shall
attend to EJ disconnect calls within 12 hours of the call
logging by the MS Endpoint Provider failing which a penalty
of Rs.1000/- for every 24 hours or part thereof will be
imposed on the Endpoint Provider / OEM. Preventive
maintenance of Cash Dispensers shall be done at least once
in three months. Such visits could also be covered in visits
for trouble shooting provided preventive maintenance is
also done. Machine shall be capable of central
download/upload.
5a. Endpoint Provider to take back-up of EJ, which shall
be done by the Endpoint Provider without any cost to the
Bank.
6. If a particular CD is frequently becoming out of order
for technical reasons for more than three times in a month
and for two consecutive months, Bank may ask the Endpoint
Provider to replace the CD with another new CD at no extra
cost to Bank. Endpoint Provider shall update / supply /
install necessary changes in CDs, if any, due to statutory
/ regulatory compliance at mutually agreed cost.
During the warranty and AMC period, the Bidder will have
to undertake comprehensive support of the entire Equipment
(hardware/components/ operating software/firmware),
Software Solution supplied by the Bidder and all new
versions, releases, and updates for all standard software
to be supplied to the Bank at no additional cost to the
Bank. During the support period, the Bidder shall maintain
the Equipment (hardware/Software etc), Software Solution
to comply with parameters defined for acceptance criteria
and the Bidder shall be responsible for all costs relating
to labour, spares, maintenance (preventive and corrective),
compliance of security requirements and transport charges
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from and to the Site (s) in connection with the repair/
replacement of the of the Equipment (hardware/ equipment/
components/ software or any component/ part thereunder),
and Software Solution, which, under normal and proper use
and maintenance thereof, proves defective in design,
material or workmanship or fails to conform to the
specifications, as specified.
7. The Cash Dispensers supplied shall be fully functional
in extreme weather conditions conditions (Temperature:
Minus (-) 5 to 50 degree Celsius (without requirement Air
Conditioner); Humidity : 5 to 95 (without requirement of
Air Conditioner), dust etc).
8. All CDs shall be enabled for visually challenged and
physically challenged. All CDs to have Voice Guidance
Support with internal speakers, Head–phone jack, Braille
stickers, Text to speech device and related software. The
CD shall be suitable for wheel chair based operation by
physically challenged persons / for the visually challenged
and further a ramp is required mandatorily at all sites
for physically challenged except for those sites where
construction of ramp is not possible due to certain reasons
for which Endpoint Provider have to submit a certificate
jointly signed by the Branch Manager specifying the
reasons.
9. Endpoint Provider, installing a model of CD Machine
which was cleared after User Acceptance Tests but does not
conform to all functionalities in live environment for
which it was tested and cleared, shall be penalized at the
rate of Rs.1000/- per machine per day from the date of such
detection till the rectification of the problem.
A. PRICE OF CD
Model :
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Price :
C. WARRANTY and AMC FOR CDs
The CDs with configuration as specified in the RFP shall
carry a warranty of 12 months from the date of installation
/15 (fifteen) days from date of delivery whichever is
earlier. During the warranty period, Endpoint Provider
shall provide the services in accordance with this
Agreement and RFP. No separate consideration shall be
payable by Bank for services rendered by Endpoint Provider
in accordance with this agreement and RFP during this
period.
After the expiry of the warranty service period of one
year, Second Line Maintenance (Annual Maintenance
Contract) for a period of Six years shall be effective and
AMC shall be paid at the rate given below-
i) For 1st year - NIL due to warranty.
ii) For 2nd to 7th year - @ % of the price of Cash
Dispenser per annum.
The payment for this service would be made quarterly in
arrears by the LHO. The AMC prices are exclusive of GST,
Service Tax/VAT/or any other tax in lieu of Service Tax/VAT
which shall be paid at actuals by Bank. This AMC service
is to be provided on a 24*7 basis.
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APPENDIX - B
OTHER TERMS & CONDITIONS APPLICABLE FOR
CD SUPPLY AND SITE INSTALLATION SERVICES
1. BANK GUARANTEE
1.1 Endpoint Provider shall submit Performance Bank
Guarantees as per Appendix-9 (for due performance of
supply, installation, commissioning and maintenance of Cash
Dispensers of Bank within the stipulated time frame of the
Bank and for warranty thereof).
Bank Guarantee shall be 20% of the total value of order
based on value of CDs with a validity period of 7 years
plus 3 (three) months’ claim period. Further, till the
completion of the project, Endpoint Provider shall keep the
Bank Guarantee valid by extension.
1.2 The Bank Guarantee should be issued from a Scheduled
Commercial Bank other than State Bank of India in a format
provided/ approved by the Bank. Bank Guarantee shall be
denominated in Indian Rupees and should be acceptable to
the Bank.
1.3 After completion of the rollout, but at least 15
(fifteen) days before the expiry of existing Bank
Guarantee, a fresh bank guarantee shall be taken to cover
the warranty requirements. Upon Endpoint Provider failing
to submit a fresh Bank Guarantee before the expiry of
existing Bank Guarantee, Bank may invoke the existing Bank
Guarantee.
1.4 The proceeds of the Bank Guarantee shall be payable to
Bank as compensation for any loss resulting from the
Endpoint Provider’s failure to complete its obligations
under the Agreement/Contract. Bank Guarantees may also be
invoked as per the provisions given in the Agreement under
heading “CONTINGENCY PLANS & CONTINUITY ARRANGEMENTS”.
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1.5 Endpoint Provider may furnish only one Bank Guarantee
for the entire Bank.
2. TIME FOR COMPLETION
2.1 Site feasibility shall be done and the report
submitted within 10 days of the request made by Bank.
2.2 Endpoint Provider shall complete Site Installation /
Modification Services (in accordance with Addendum-B) and
install and commission the CD within the period stated
hereunder from the Start Date.
2.2.1 The metropolitan and urban areas – within 30
(thirty) days;
2.2.2 Other cities / places not covered in 2.2.1 –
within 40 (forty) days.
2.3 For the purpose of this Appendix:
“Start Date” means the date when Bank hands over a
Clear Site (as defined in Addendum – B) to Endpoint
Provider. Where Bank has placed order for CD without
SIS services then the Start Date means the date of
receipt of respective site order by Endpoint Provider.
If the site order from Bank is received on a Friday
/1st, 3rd& 5th Saturdays after 2 p.m., Saturday (2nd&
4th) or Sunday, then the Start Date for such order
shall be succeeding Monday.
“Installation of CD” the installation of CD and
Digital VSS camera is said to be completed when
i) a balance enquiry transaction is completed
ii) Digital VSS camera is made operational and an
image is captured for the first time (with the
transaction details) evidenced by installation
certificate issued by the Bank as per Appendix 10a of
RFP.
Circles shall not wait for cash loading to be
completed on the CD to sign the Installation
Certificate.
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3. PENALTY FOR DELAY
3.1 (a) If there is any delay, which is attributable to
Endpoint Provider in completion of SIS and installation of
CD within the time lines stated in Clause above, then Bank
shall be entitled to levy penalty @Rs.1000/- (Rupees One
Thousand only) per machine per day from the 31st day for
metro and urban area/ 41st day for other areas, which shall
be recovered / realized from the invoice submitted for that
machine. Site handover date shall be reckoned as the start
date for calculation of penalty.
3.1 (b) No penalties shall be levied for delays not
attributable to Endpoint Provider or delays on account of
uncontrollable circumstances which shall be decided by Bank
and shall be binding on the Endpoint Provider.
3.1 (c) Penalties shall be deducted only on the base value
of the Invoice, i.e. excluding taxes, and not on order
value or approved estimates. Endpoint Provider shall submit
the reason for delays on account of Bank dependencies via
e-mail/fax twice a week for verification and confirmation
by Bank. In case Bank does not do so within 15 days of
receipt of such communication, this shall be a valid
document for exclusion of penalties.
3.2 Site feasibility shall be done and the report submitted
within 10 days of the request made by Bank. Penalty @
Rs.200/- per day shall be levied thereafter. Circles shall
place order for carrying out Site Feasibility for any
numbers up to their allocation but the order shall be
treated as 35 sites per week for the purpose of calculation
of penalty.
3.3 OTHER PENALTIES
i) In addition to the penalties mentioned elsewhere in
this Agreement, penalty shall also be levied in case
materials/equipments used are not in conformity with
specifications laid down unless exemption has been
Appendix-12a SLA-Endpoints and Support Services Page 72 of 144
obtained from Bank. Penalty could include free replacement
plus 25% deduction of the cost of the
materials/equipments.
ii) On account of any negligence, commission or omission
by the engineers of the Endpoint Provider during delivery
of Product and Services if any loss or damage caused to
the Equipment, Endpoint Provider shall
indemnify/pay/reimburse the loss suffered by Bank.
iii) Endpoint Provider shall abide by the job safety
measures prevalent in India and shall defend the Bank
against all demands or responsibilities arising from
accidents or loss of life, the cause of which is the
Endpoint Provider’s negligence under this Agreement.
Endpoint Provider shall defend and indemnify the Bank
against all claims, loss, damages which the Bank may suffer
or incur arising from for such incidents and shall not
hold the Bank responsible or obligated if the Bank gives
the Endpoint Provider (a) prompt written notice of such
accidents or loss of life; (b) all requested information,
available with the Bank, about such accidents or loss of
life; (c) reasonable cooperation and assistance; and (d)
sole authority to defend and settle the claim relating to
such accidents or loss of life.
4. TERMS OF PAYMENT FOR CDs & SITE INSTALLATION SERVICES
(SIS)
A. 100 % on installation of the machine and SIS, if
any , the Endpoint Provider will submit an
installation certificate as per Appendix 10a of the
RFP, with an undertaking to dispose of existing
endpoint as per e-waste policy subject to confirmation
by the concerned Branch Manager / Authorised Bank
official. Payment shall be released by respective CMCS
Department AT LHO
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a. Copy of the relative purchase order
b. Installation Certificate of endpoint as per Appendix 10a
of the RFP.
c. Bill of Material for site, description for AC to include
make, Model and tonnage;
d. Site Completion cum Handover Certificate; (as per
Exhibit-D); and
e. Quality Audit certificate for site signed by Quality
Manager/Engineer.
All factory settings, including password for dual
combination electronic lock shall be changed at the time
of handing over the machine and the same shall be mentioned
in the Installation Report. This is a pre-requisite for
release of payment.
5. TAX & COMPLIANCE
For both CD and SIS, providing clarifications/ particulars/
documents etc. to the appropriate tax authorities for
assessment of tax, compliance with labour and other laws,
including payment of minimum wages, etc. shall be the
responsibility of the Endpoint Provider at his cost.
Endpoint Provider shall defend and indemnify Bank against
any third party claim arising out of violation of minimum
wages act or violation of any other labour laws, tax laws
or other applicable laws / law of land. Bank will give (a)
prompt written notice of the claim; (b) all requested
information, available with the Bank, about the claim; (c)
reasonable cooperation and assistance; and (d) sole
authority to defend and settle the claim.
Bank is not assessed for any tax relating to the purchase
of equipment. Consequently, any claim from local or
central govt. against the Bank relating to tax for these
purchases/ Site Installation / Modifications/ AMC, etc
shall have to be defended/settled by Endpoint Provider. In
case of failure to do so, Bank reserves the right to make
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the payment demanded by the authorities and adjust it from
payments due to Endpoint Provider.
It shall be Endpoint Provider’s responsibility to comply
with local/ central tax requirements/ laws. Bank on its
part shall not withhold providing any document that may be
required under the law.
Any delay in installation / operationalization of ATMs/CDs
on account of Endpoint Provider’s dispute with government
authority on any count shall be reckoned as part of delay
and penalty shall be as applicable in cases of delay in
supply/ installation. In this connection, in case Endpoint
Provider is unable to deliver/ install CDs in reasonable
time, Bank reserves the right to review/cancel the order
and redistribute the same in a suitable manner.
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Installation/ Acceptance Certificate
(Exhibit- C)
Installation Certificate of Endpoint
Customer Name:
Base Branch: Address : City : Pincode : Contact Person(Branch : Mgr/Channel Mgr) Contact No. : Email ID :
Place of Installation Address : City : Pincode : Contact Person(Branch : Mgr/Channel Mgr) Contact No. : Email ID :
Purchase Order / Dispatch Details
Purchase Order No. : PO Date : Dispatch Date:
Physical condition of machine at time of deliver :
Good Partially Damaged
Completely Damaged Item Missing Warranty Period : Warranty Start Date: Warranty Expiry Date:
Hardware Configuration
Machine Serial No. :
Part No. Part Description Quantity
Software Configuration
Application Version
MVS
EPS
XFS
OS
Network Configuration
Machine IP : Subnet Mask : Gateway: Remote IP : Remote Port :
Disposal of ATM as per e-Waste Bank’s Policy
We undertake that Machine Serial No. _______________________ ATM ID ____________ Make _________________
Model _____________________ have been decommissioned, lifted and shifted to our location as per RFP. We, hereby
undertake that we shall dispose of the same as per the e-waste policy of the Bank.
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Certificate Compliance and submission (Attached)
PCI-PTS Certificate (EPP,PinPads) Yes/No
EMVCo L1 LoA, MC,Visa , Rupay Certificates (Card Readers and EMV) Yes/No
TIS/SIS (If in Scope)
Date when clear Site made available: AC Installed UPS
Installed
Reasons for delay if any : Hard Disk of
old Factory Settings/Password for dual ATM/CD returned combination
electronic lock changed To the branch Date of SIS Completion:
We confirm that default BIOS password has been changed and endpoint have been
integrated with the Switch and Central MVS/EPS/Other Solutions and admin control taken
over by Central solution.
Following keys were handed over and received
by: ______________________ Signature : _______________ Cash out Cassette & RR Cassette key No. : Addition Cassette Key No.
: Hood Door key
Safe Key Received
: Yes No
Elect. Lock Combination changed and set to dual
user: Yes No Operation Training given to : _________________________________ Signature :
_____________________ Engineer Name : _________________________________ Signature :
_____________________ Branch Manager/ Channel Manager: _________________________________ Signature :
_____________________
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Exhibit-D
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ADDENDUM - B
SITE INSTALLATION / MODIFICATION SERVICES
1. SCOPE OF SERVICES
Bank may (or may not) require Site Installation /
Modification Services, partly or wholly, at the sites where
CDs are to be installed. There may also be instances where
old sites have to be refurbished and where CDs have to be
relocated involving some amount of site work. Endpoint
Provider understood that as the deployment of CDs shall be
all over the country, Endpoint Provider undertake the work
at all locations. Endpoint Provider shall have own
personnel to coordinate SIS activities.
This document details Endpoint Provider’s Site Installation
Services (“SIS”) for CD at various locations in India. This
service shall include End to End Project management for
site preparation activities as follows:
i. Performing site visits as per the sites identified
by Bank.
ii. Providing site feasibility report - which involves
checking CD site’s prerequisites and highlighting
sites related discrepancies which can potentially
delay the site preparation work.
iii. Submission of cost estimate.
iv. Endpoint Provider shall submit cost estimate for
site installation services (based on specifications
and rates approved by Bank’s Corporate Centre) to
the Bank’s LHOs. The estimate submitted by Endpoint
Provider shall be countersigned by the Bank’s LHOs.
Bank acknowledges that the estimates are on a best
effort basis and the final invoice shall be on
actual quantity/measurements.
v. Once Bank approves the estimation and provides a
clear site to Endpoint Provider, Endpoint Provider
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shall take over the site to start necessary site
preparation activities.
vi. Complete management of subcontractors to supply
services in readiness for the CD installation.
vii. Liaison with Bank in relation to the schedule and
escalation
viii. Stage-wise monitoring; Quality audit by Endpoint
Provider’s Civil engineer/ Architect.
ix. Provide the quality certificate for the work done.
x. Single point of contact with proactive escalation
2. SITE FEASIBILITY, ESTIMATES, SITE ORDERS AND START
DATE FOR SITE PREPARATION SERVICES
2.1 Bank through its LHOs shall provide its monthly rollout
plan to the Endpoint Provider. Subsequently the LHOs shall
provide a list of tentative CD sites having all the pre–
requisites as stated in clause 6.7 where site preparation
service is to be performed. Endpoint Provider shall, upon
receipt of such list, make a visit to these CD sites in
order to determine if these CD sites qualify to be feasible
and Clear Sites.
2.2 Based on the site visit as stated in 2.1 above, a Site
Feasibility Report (SFR) shall be prepared by the Endpoint
Provider and submitted to the concerned representative /
officer of Bank’s LHO within 10 days of the receipt of list
of tentative sites failing which Bank shall be entitled to
charge penalty @ Rs.200/- per day for each day of delay
beyond 10 days. Circles shall place order for carrying out
Site Feasibility for any numbers up to their allocation but
the order shall be treated as 35 sites per week for the
purpose of calculation of penalty. The SFR so submitted
shall be substantially in the form appended to this
Addendum as Exhibit – E. The SFR shall state if the CD site
is feasible and a Clear Site for commencing the site
preparation work. If the SFR reports a particular CD site
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as non-feasible / not a clear site then no estimates shall
be submitted for such sites.
2.3 For the feasible and Clear Sites, Endpoint Provider
shall submit the site drawing and cost estimates to
concerned Branch(s) or AGM(AC) or AGM ATM (Operations) at
LHO of Bank for their confirmation. The cost estimates
shall be based on the rates as agreed in Appendix – C to
this Addendum.
2.4 Based on such confirmation Bank’s LHO shall issue site
orders to Endpoint Provider for commencing the site
preparation work.
2.5 Start Date
Site preparation services for each site shall begin from
(i) the next day of the receipt of site order from Bank or
(ii) the date of handover of Clear Site whichever is later.
If the site order from Bank is received on a Fridays which
falls before 2nd& 4th Saturdays and on a 1st, 3rd& 5th Saturday
after 2 p.m. or Sunday, then the Start Date for such order
shall be succeeding Monday.
2.6 Clear Site
Clear Site shall mean CD site (a) that conforms with all
the pre– requisites mentioned in clause 6.7; (b) is free
from all encumbrances evidenced by Site take over
certificate (in the form attached) signed by Endpoint
Provider or its subcontractor representative; and (c) on
which Endpoint Provider, its contractors / subcontractors
and agents can carry out site preparation service without
any restrictions or hurdles round the clock i.e. available
for all 24 hours a day, 7 days a week.
2.7 End date
End date for metro/urban areas shall be 30 (thirty) days
from start date and 40 (forty) days in other cases from the
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date of handing over of clear site by Bank (complete room
with 3 phase power connection) or placement of the order,
whichever is later.
3. ADDITIONAL VISITS
Wherever it is required to make extra visits due to changes
in site address by Bank or for the reasons not attributable
to Endpoint Provider, additional fees shall be charged to
Bank for every extra visit as per mutually agreed rates.
Also return visits to complete the installation for reasons
that are not attributable to Endpoint Provider e.g. Civil
modifications, Location identification for AC, Earth pit,
3-phase supply, Landlord Agreement, No single phase
availability (temporary power) shall be charged to Bank.
In case Bank drops the site after Site visit and/or
submission of estimate, the effort for the same shall be
charged extra at mutually agreed price.
4. PERSONNEL
4.1 Endpoint Provider Resources - Endpoint Provider
shall normally, at its sole discretion, determine the
number of personnel and the appropriate skill sets,
necessary to complete Site Installation / Modification.
Endpoint Provider has identified the following initial
resource levels for this Implementation, which may be
subject to change:
Endpoint Provider Project Manager - Endpoint Provider
shall appoint a Project Manager (s) who shall be
responsible for overall management of Endpoint
Provider’s (and Endpoint Provider’s contractors, if any)
obligations for Site Installation / Modification
service. The Project Manager (s) Shall work with Bank
to clearly define and document the requirements of Bank
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and on an ongoing basis shall perform implementation
project reviews.
4.2 At Bank’s ATM Department at Corporate Office, Asst.
General Manager (ATM-I & S), and at Bank’s LHOs, Asst.
General Manager (AGM) ATM Operations or AGM (Alternate
Channel) shall be points of contact on behalf of BANK who
shall be regularly available with Endpoint Provider team
responsible for delivery on matters pertaining to Site
Installation / Modification services. The AGM (ATM-I&S) of
Bank shall procure, manage and direct BANK’s resources as
defined in this Addendum.
5. ENDPOINT PROVIDER'S RESPONSIBILITIES
5.1 Endpoint Provider shall conduct implementation
updates and regular project reviews with Bank.
5.2 Endpoint Provider shall allocate appropriate
resources, and use all reasonable efforts to avoid delay
in the schedule.
5.3 Endpoint Provider shall provide a final invoice along
with the bill of material and site completion report
upon completion of site.
5.4 Endpoint Provider shall not be liable for any loss
of material and equipments belonging to Bank or any of
its Endpoint Providers kept at the CD site.
5.5 Endpoint Provider shall update Bank’s Project
Manager, through email / written communication, about
the incidences related to site held up for reasons not
attributable to Endpoint Provider such as non
availability of site power / landlord permissions /
permissions from statutory authorities etc.
5.6 Endpoint Provider shall ensure that power points and
connectivity points are not accessible to the public.
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6. BANK’S RESPONSIBILITIES
6.1 Bank shall provide, in a timely manner, tentative list
of CD sites enabling Endpoint Provider to commence site
feasibility study and shall co-operate with Endpoint
Provider while conducting site visits.
6.2 Bank shall provide to Endpoint Provider personnel and
Endpoint Provider’s sub-contractors with reasonable
access, working space and facilities, including heat,
light, ventilation, free electric current outlets, clean
water supply and telephone facility.
6.3 Bank shall provide twenty four [24] hour access to
sites to allow Endpoint Provider to perform the site
preparation service.
6.4 Bank shall co-operate with Endpoint Provider and its
contractors/sub-contractors /agents and third party
Endpoint Providers to avoid delay in the schedule.
6.5 Prompt resolution by Bank on the escalation by
Endpoint Provider of the complaints related to the
delays in the completion of the work (including the
escalations raised by Endpoint Provider under section
5.5 by the agencies directly appointed by Bank to
facilitate execution of the work by Endpoint Provider
or their sub-contractors
6.6 Bank shall undertake all structural and RCC works,
water proofing, anti-termite / pest control treatments,
all approvals and permissions and liaison work
incidental to Site Installation / Modification service.
6.7 Unless otherwise agreed, the responsibilities and
prerequisites to be provided by Bank for Site
Installation / Modification service in order to
determine an CD site as clear site are as under :
i. CD site shall be a minimum of rectangular with a height
of 10 feet floor to floor and minimum carpet
dimension of the CD site to be 8’-0” wide x 10’ –
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0”clear height . These dimensions shall not be
reduced without the prior written consent of
Endpoint Provider. Three phase power supply to
cater minimum 5 KVA load through a separate electric
meter to be made available up to each CD site. Bank
to provide mains cabling from the electric source
to meter room and terminate the same into a breaker
switch.
ii. Location for digging earth pits of size 4’-0” x 4’-
0” on the immediate /surrounding ground with proper
access for maintenance.
iii. Permanent location for installation of condenser
units adjacent to ATM/CD site along with drainage
arrangement.
iv. Two nos. network points with data cabling, cord,
conduiting to be provided by Bank.
v. Site Installation / Modification does not include
VSAT/ Leased Line/CDMA connectivity and related
works like conduiting, crimping, cabling etc. This
shall be done by Bank. However, Endpoint Provider
shall provide a conduit sleeve through the wall for
the entry of such cables at appropriate location.
vi. Bank at its sole discretion, in order to maintain
security of the Branch premises of an onsite CD,
may undertake the brick work.
vii. Bank shall ensure landlord permissions, including
but not limited to obtaining relevant
government/local authority approvals etc.
6.8 If for reasons not attributable to the Endpoint
Provider, the Site Installation / Modification services
needs to be suspended and if such suspension continues
for a period of 10 days, then Bank agrees to pay Endpoint
Provider immediately for the work completed till such
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suspension and such suspension shall not attract any
penalty.
7. SITE COMPLETION AND HANDOVER
Upon completion of the site preparation services, Endpoint
Provider shall submit a site completion report/ Certificate
vide Exhibit D to Addendum A) to the concerned branch of
Bank. The said branch office of Bank shall acknowledge the
receipt of the site completion report evidencing the
completion of Site Installation/ Modification service.
8. DEFECT LIABILITY
8.1 There shall be a twelve (12) month defect liability
period from the date of site handover to Bank. Endpoint
Provider shall remedy defects attributable due to
Endpoint Provider’s fault of workmanship in site
preparation service at no charge to Bank. Such defects
shall be remedied within the mutually agreed reasonable
period. The defect liability shall be restricted to
rectification or repair of the work executed by Endpoint
Provider under this Addendum.
8.2 The defect liability shall not cover removable items
in the backroom and lobby including but not limited to
tube lights, bulbs, dustbin, surveillance system,
signages, VM’s Stickers, poster frames, door handles,
plastic parts of AC etc.
8.3 Endpoint Provider shall not be liable for any defect
liability for any product of any other Endpoint
Provider/ supplier of Bank.
8.4 It is agreed by and between Bank and Endpoint Provider
that all major components like UPS, air-conditioners,
wiring, switches shall bear ISI certification (or made
by ISO certified company).
8.5 During the warranty and subsequent AMC period for the
site, the time for attending to and rectifying faults in
sites shall be up to one working day for metro / urban
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centres & up to two working days in other places except for
UPS and AC for which the response and resolution time shall
be 4 hours in metro/urban centres and 6 hours at other
centres as these are the critical items for the service
support. Penalties @ Rs.200/- per day shall be levied for
delays in rectifying the faults – provided the site fault
does not result in downtime of the CD. For site faults that
result in CD downtime, the penalties applicable for CD
downtime shall be levied. No penalties shall be levied for
delays on account of force majeure.
8.6 Defects liability period and terms for third
party component
a. Air Conditioner and UPS shall carry 1 (one) year
warranty whereas it shall be 18 months for UPS
Batteries.
b. The break fix service during the defects liability
period shall, and thereafter may be provided by
respective third party / supplier / Endpoint Provider.
c. The service level for maintenance of these components
during defects liability period shall be as per the
warranty / maintenance service terms of the respective
manufacturers.
d. The scope of services during the Defects liability
period for ACs does not include the following:-
Plastic parts
a. Rear casing
b. Front casing
c. Front Grill
d. Control board housing.
e. Blower
f. Fan
g. Filter for IDU
h. All EPS (Thermocol) parts.
i. All other plastic parts
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Sheet metal parts
a. Out Door Unit (ODU) casing,
b. In Door Unit (IDU) mounting plate
c. All other sheet metal parts
e. The scope of services during the Defects liability
period for UPS does not include the break downs
necessitated due to site related problems such as
a. Mains failure – more than the backup
hours
b. Inputs low (less than 340v AC – Phase
to Phase)
c. Input high (above 460v AC – Phase to
Phase)
d. Phase sequence reversal/ phase failure
e. Phase & Neutral reversal / Neutral &
Earth reversal
f. Short circuit between Phase & Neutral
– Phase & Earth, Neutral open
g. Voltage between Neutral & Earth more
than 5v
9. OTHER PENALTIES
i) Penalty shall be levied in case material/equipment used
are not in conformity with specifications laid down unless
exemption has been obtained from Bank. Penalty could
include free replacement plus 25% deduction of the cost of
the material/equipment/machines.
ii) On account of any negligence, commission or omission
by the engineers of the Endpoint Provider in delivery of
Product and Services if any loss or damage caused to the
Equipment/machine, Endpoint Provider shall
indemnify/pay/reimburse all loss suffered by Bank
iii) Endpoint Provider shall abide by the job safety
measures prevalent in India and shall defend and indemnify
the Bank from all third party claims, losses, demands
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against the Bank arising from accidents or loss of life,
the cause of which is the Endpoint Provider’s negligence
under this Agreement and shall not hold the Bank
responsible or obligated if the Bank gives (a) prompt
written notice of the incidence; (b) all requested
information available with the Bank about the incidence;
(c) reasonable cooperation and assistance; and (d) sole
authority to defend and settle the claim relating to such
incidence.
10. SITE MAINTENANCE SERVICES
After expiry of defects liability period of 12 (twelve)
months, Bank may place an order on Endpoint Provider for
providing SIS annual maintenance services @ 5% of the cost
of SIS. The scope of services during such maintenance
period shall be as per Addendum D. Endpoint Provider shall
not be obligated to provide site maintenance services
unless Bank has raised purchase order.
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Layout of the CD site
IN CASE OF NON-FEASIBILITY,
PLEASE CHECK �ONE OF THE ATTRIBUTES BELOW OR
CITE A REASON AGAINST “OTHERS” COLUMN AT THE BOTTOM
1 Branch under litigation/any notice from Landlord
that can affect CD site work
2 Geometry / Dimensions of Site
3 Branch is Shifting
Appendix-12a SLA-Endpoints and Support Services Page 91 of 144
4 Earthing Pit Location ( more than 70 ft. from site)
not finalized/approved
5 Landlord Approval /Lease Deed Pending
6 Relocation of existing counter/Cabin or alteration
of existing temporary structures
7 Network Not Available
8 Signs of moisture seepage present OR site has got
marks of pest/white ant infested area
9 3 Phase Power Supply Not Available
10 Approved location for Aircon outdoor unit is not
available
11 Congestion in Current Layout
12 Enclosure has temporary construction – E.g.,
asbestos or MS roof etc.
13
Others (details)
Site Rating – Please tick as per site feasibility. �
A B C D
A = Clear Site with no approval issues where work
can start within 1 week after submission of
Estimate.
B = Sites having approval issues like Landlord
approval/Roof top rights pending etc. and can take
2-3 weeks to resolve.
C = Sites requiring Municipal clearance/major
alteration in Branch premises to make ATM/CD Room/
construction work for ATM/CD room etc, which can
take 1 month’s time to resolve.
D = Site not feasible.
Appendix-12a SLA-Endpoints and Support Services Page 92 of 144
Additional Requirements/Remarks of the Branch Manager at
the said Site Premises based on the drawing/site survey
submitted:
1.
2.
3.
For Endpoint Provider
For State Bank of India
Signature : Checked By
Co-ordinator TIS – MANAGER
SIGNATURE & RUBBER STAMP
Appendix-12a SLA-Endpoints and Support Services Page 93 of 144
APPENDIX - C
RATES FOR SITE INSTALLATION / MODIFICATION SERVICES (SIS)
Site Installation / Modification Services - SIS
Sl Ite
ms
Elemen
t
Preferred Specifications Job
Specs
Qt
y
Unit Unit
Rate
Rs.
Total
Cost
(Rs.)
(Qtyx
Unit
Rate)
1 Sta
ndar
d
Vitrified
Tiles
Providing & fixing flooring with
vitrified tiles joint-free of
minimum 9mm thickness, size
24" x 24", 4” skirting, all fixed in
1:5 cement mortar, complete
with cutting and filling joints with
white cement. Make of tiles
Johnson / Bell / Euro /
Asian/Nitco/Naveen /Somani or
equivalent. Ivory /Shade or as
specified by the Bank.
Providin
g &
fixing
90 Sq.ft.
2 Sta
ndar
d
False
ceiling
GI tiles metal sheet plain
(Armstrong or Interarch or
equivalent) of size 600 cm x 600
cm non-perforated made out of
0.3 mm Galvanised steel non
perforated with powder coated
finish. GI sections for grid
suspension system. Cut-outs to
be made for accommodating
lighting fixtures.
Providin
g and
Fixing
80 Sq.ft.
3 Sta
ndar
d
Panellin
g in the
CD
room
Providing & fixing in position.
ACP (Aluminium Composite
Pane) with framing of Aluminium
Tube sections of min 1.5"x 1"
and 20 gauge 2'-0" C/C both
ways. ACP to be in 2' wide
panels or distributed equally.
Panels to be fixed to the frame
with 3M or equi-valent adhesive.
Joints to be finished with Silicon
based sealant.ACP thickness of
3 mm min. Aluminum foil
Providin
g &
Fixing
24
0
Sq.ft.
Appendix-12a SLA-Endpoints and Support Services Page 94 of 144
thickness to be min 0.20 mm on
both sides. Alubond, Eurobond,
Fujibond, Alcobond or equivalent
ISO certified or approved brands
to be used. Bright silver Shade to
be as per bank's approval.
Additional Sections to be
provided to fix the Indoor AC
units. Both AC units to be
installed near the machine area
at the highest position.
4 Sta
ndar
d
Main
door
with film
and
customi
sed
door
handle.
Providing and fixing Aluminium
door comprising of approximate
83.5mm vertical members,
approximate 85-90 mm top &
bottom, approximate 83.5 mm
middle member, Black powder
coated. Thickness of section not
less than 1.5 mm. Godrej /
Dorma / /Hafele/ Ingersol
Rand/Insta Floor spring (for 100
kg weight and rated for min 0.3
million cycles) and Pivot on top.
4 mm clear polycarbonate sheet
with scratch free film on both
sides. Suitable rubber beading.
Wool pile/ Weather strip on one
vertical member. Providing and
fixing colour customised door
handle to fit on Aluminium
section. The door size is 3'6" X
7'
Supply
&
installati
on
23 Sq.ft.
5 Sta
ndar
d
Alumini
um
panels
with 6
mm
glass
Providing and fixing Aluminium
panel openable comprising of
approximate 83.5mm vertical
members, appropriate top &
bottom and middle members,
Black powder coated. Thickness
of section not less than 1.5 mm.
6 mm clear glass to be used. The
door (specs given above) in all
cases will always be 3'6"X7'.
Depending on the width of the
façade, one or two panels may
Providin
g &
Fixing
40 Sq.ft.
Appendix-12a SLA-Endpoints and Support Services Page 95 of 144
be made. One panel will work as
an emergency door with
minimum width of 2' on the side
of the floorspring to be openable
with 4 Nos of 3" Stainless steel
hinges one edge and towerbolt
on the top and bottom on the
other edge.
6 Sta
ndar
d
Signage
2'6''X8'
MS Square Pipe of ¾” x ¾” 18
gauge for framing with one coat
of red oxide & two coats of oil
paint to avoid rusting.
Powder coated 24 gauge GI
sheets on all top, bottom & sides.
The bottom sheet to have rust-
proof screws at every foot to
facilitate easy maintenance. 26
gauge GI sheet at the back.
L Angle system. Electrical -
Power LEDs (OEMs: Seoul
Semi-conductor, GE, Osram,
Kree, Seoul Opti Devices or
equivalent) Lucifer, Wipro,
Instapower India, Permlight, Vin,
GE, BinayOpto or equivalent.
Distributed evenly. LEDs
aggregating 48 W.
Min Lux on white facia 400, on
blue 60 & green 40. Warranty
from principals for LEDs-min 3
years. Rated for min 50000
hours. ISI FRLS wiring --
Finolex, RR Cables or
equivalent.
Backlit. Film: Avery Dennison /
Dupont / 3M / LG or equivalent.
With comprehensive warranty
from manufacturer of vinyl
&subtrate for Indian weather &
dust conditions without any
restrictive sub clauses. Copy of
valid warranty to be provided to
the Bank. In case of any failure
within 5 years from date of
Providin
g &
Fixing
20 Sq.ft.
Appendix-12a SLA-Endpoints and Support Services Page 96 of 144
install-ation, principal
manufacturer of flex & vinyl
should replace the complete
fascia (flex and vinyl).
7 Sta
ndar
d
Signage
Wiring
Providing & fixing of 3 x 1.5 mm
copper wire & 19 mm dia PVC
2mm thick ISI conduit with all
accessories like saddles, bends
etc. 10 m
Lumpsu
m
1 No
8 Sta
ndar
d
Conduiti
ng for
VSAT /
leased
lines
Providing & fixing of 25 mm dia
PVC 2 mm thick conduit of ISI
make with saddling complete for
connectivity.
Providin
g &
Fixing
20 R.
Metre
.
9 Sta
ndar
d
Anti-
skid
vitrified
tiles
Providing & Fixing Anti Skid
Vitrified Tile for Steps, Sills &
threshold. Minimum 10mm
thickness. Size 300 x 300 mm.
Kajaria, HR Jhonson, Asian or
equivalent. Dark shade as
approved by Bank
Providin
g and
fixing
30 Sq.ft.
1
0
Sta
ndar
d
Lighting
fixture -
LEDs in
2'X2'
frame
Lighting Fixture 2'x2' with Power
LED Lights. LED's of Seoul
Semiconductor, GE, Osram,
Kree, Seoul Opti Devices or
equivalent. Max 30W. All LED's
to be connected to UPS power
supply. Warranty from principals
for LEDs-- min 3 years. Rated for
min 50000 hours. Min 175 Lux.
Supply
&
Installati
on
1 No
Appendix-12a SLA-Endpoints and Support Services Page 97 of 144
Lighting. Lucifer, Wipro
Instapower India, Permlight, Vin,
GE or equivalent. To be
propped with additional ceiling
support.
1
1
Sta
ndar
d
Electric
DB for 3
phase
to be
fitted in
the
Back
Room.
In case
Back
Room
not
feasible
it shall
be on
the
Rack or
other
suitable
place.
Modular distribution board
comprising of Incomer 63 A
Isolator (4 pole). One Double
Pole 32 A MCB at incomer & 3
outgoing 16A SP MCB controlled
for CD, Emergency Light. 4 Nos
UPS 6/16A Modular Switch
Socket Output. 2 Nos, 20A Metal
Clad Socket should be provided
for UPS Incoming & Outgoing.
One more Double Pole 32 A
MCB at incomer for 02 Nos 20A
Metal Clad for ACs. One No 16A
SP MCB should feed the supply
to one no. 16A timer switch at
night glow day off mode. 1 Nos.
16A SP MCB should be
available for general light & 01
No 16A SP MCB should feed the
supply 2Nos 6/16A Modular
Switch Socket at Raw Power.All
wiring of ISI FRLS cables.
Lighting points including circuit
wiring with 1.5 Sq mm copper
wire and for UPS and AC input
and output wiring 4 Sq mm
copper wire through cable
manager. All neutral & earth
links should be of minimum 63A.
All switches, MCBs, ELCBs,
cables to be ISI make: Legrand,
GE, MK, L&T, Anchor Roma,
Indokrupp, Crabtree, Finolex,
Siemens or an equivalent
standard/ make having the
required service support.Single
line diagram showing the
lighting, power & UPS power
Providin
g &
Fixing
1 set
Appendix-12a SLA-Endpoints and Support Services Page 98 of 144
distribution in CD room with size
and ratings of wires, etc. to be
provided.
1
2
Sta
ndar
d
Mainten
ance-
Free
chemic
al
Earthin
g
Based on Earthing Electrode
with inbuilt copper
strip/GEL/GAF based. Should
have resistance< 1 Ohm and
should be < 2V between neutral
and earth. Suitable electrode be
used as per the site
requirements. Earth enhanced
compound powder (Gel) with
hardener to be provided
minimum 20Kg per site/ Back
Fill/Site Filled compound
(BFC/BSC)- 100 Kg. Earthing
Warranty for 5 years. The
electrode should be minimum
60mm dia and 3 Meter length or
80 mm dia and 2 meter length.
Dedicated earthing for CD.
Supply
&
Installati
on
1 No
1
3
Sta
ndar
d
Earthin
g wire
6 mm solid copper PVC
insulated wire for extending from
the earth pit to CD room using a
2 mm thick PVC 19 mm dia
conduit.
supply
and
installati
on
15 metre
Appendix-12a SLA-Endpoints and Support Services Page 99 of 144
1
4
Sta
ndar
d
Light
under
the
porch
area
Providing & Fixing recessed
downlighter 4 W Power LEDs.
Min Lux 125. Lucifer,
Instapower, Vin, Permlight, GE,
Wipro, BinayOptoor equivalent
OEMs: Seoul Semiconductor,
GE, OsramOpto Semiconductor,
Kree, Seoul Opti Devices or
equivalent
Providin
g &
Fixing
1 No
1
5
Sta
ndar
d
Groutin
g(All
machin
es to be
grouted
)
Moving/tilting of machine for
removing existing leveling
screws. Drilling 8”-10” holes in
the existing flooring using
concrete drill bits. Hammering
metal sleeves in these holes.
Repositioning the machines over
the existing markings. Putting in
Anchor fasteners - min. 6” long
anchor fasteners, preferably of
Fischer make. Applying resin
adhesive (Araldite) over the
finished bolt positions for
improved bonding & Repairing
broke tiles, if any.
1 No
1
6
Sta
ndar
d
Mains
cabling /
wiring
4 core - 10 sq mm copper cable
of ISI make
Providin
g
&Fixing
5 metre
1
7
Sta
ndar
d
Wiring
for
UPS,
ACs
4 sq mm copper flexible cable of
approved ISI make. With
conduit.
Providin
g
&Fixing
10 metre
1
8
Sta
ndar
d
Plastic
Paint
Providing and Fixing plastic paint
of Asian /Nerolac/ ICI / JNN or
equivalent make with surface
preparation, primer and putty
complete.
Providin
g &
applying
80 Sq.ft.
1
9
Sta
ndar
d
CFL
lamp
with
holder
Providing & Fixing CFL lighting
fixture with holder mounted on
wall.
Providin
g &
fixing
1 No
2
0
Sta
ndar
d
Main
Switch
Main switch 63 A 415 V TPN with
HRC fuse.
Providin
g &
fixing
1 No
Appendix-12a SLA-Endpoints and Support Services Page 100 of 144
2
1
Sta
ndar
d
15 Amp
Switch
with
sockets
15 Amps Modular Switches and
sockets of MK / Havells /
Crabtree or equivalent make
concealed type of ISI Standards
(Within CD Room). Includes
cabling up to 5 meters.
Providin
g &
fixing
1 No
2
2
Sta
ndar
d
Rough
granite
for
steps
and
threshol
d
Making steps of black rough
granite 18mm thick. Fixing in
cement mortar 1: 5, complete
with cutting and joints filling and
moulding.
Providin
g &
Fixing
8 Sq.ft.
2
3
Sta
ndar
d
Data
Cabling
Data Cabling with CAT5E cable
with conduiting
Providin
g &
fixing
10 metre
2
4
Sta
ndar
d
Informat
ion
outlet
Information outlet Providin
g &
fixing
2 No
2
5
Fixe
d
Co
mpo
nent
s
Visual
Mercha
ndising
Designer level customised
branded Information Panel,
Waste Bin and storage space for
house-keeping material as per
banks' design.
Set 1 Set
2
6
Fixe
d
Co
mpo
nent
s
Poster
Frames
- Wall
Hung
2 sheets of 36” x 24” clear acrylic
(poster to be sandwiched in
between). Outer sheet is 5 mm
thick and bevelled crystal edge
polished for ¾” at 8-10 degrees
on all sides in the front. Rear
sheet is 5 mm thick flat. Rate
inclusive of S1 grade aluminium.
Providin
g &
Fixing
2 No
Appendix-12a SLA-Endpoints and Support Services Page 101 of 144
2
7
Fixe
d
Co
mpo
nent
s
Back
Room
(mandat
ory)
Note:R
ack
shall be
provide
d if
constru
ction of
Back
Room
is not
at all
feasibl
e. Also,
rack
shall be
provide
d if the
site
conditi
on so
deman
ds. In
these
situatio
ns,
rack
shall be
as per
item C
(Option
al
Item).
Providing & fixing in position.
ACP (Aluminium Composite
Panel) with framing of Aluminium
Tube sections of min 1.5" x1"
and 18 gauge 2'-0" C/C both
ways. ACP to be in 2' wide
panels or distributed equally.
The panels to be fixed to the
frame with 3M or equivalent
adhesive. Joints to be finished
with Silicon based sealant. ACP
thickness of 2 mm min.
Aluminum foil thickness to be
0.20 mm. ACP only on the CD
side with thickness of 3mm
minimum. No panelling to be
done on the back wall of the
Room. Alubond, Eurobond,
Fujibond, Alcobond or equivalent
approved brands to be used.
Shades to be as per bank's
approval. ACP Door 3'X7' made
of Aluminum frame. For back
room an ordinary battery stand
will be provided and no rack
needs to be provided. MS Metal
Shelves to be provided to house
the other equipments. No
flooring needs to be done in the
back room.
Providin
g &
fixing
80 Sq.ft.
2
8
Fixe
d
Co
mpo
nent
s
Aircon
Louvers
P and F 6” powder coated
aluminium louvers of approved
colour.
Providin
g &
Fixing
1 Sq.ft.
Appendix-12a SLA-Endpoints and Support Services Page 102 of 144
2
9
Fixe
d
Co
mpo
nent
s
Shutter
boxing
with
trap
door
Providing & fixing in position
Aluminium Composite Panel
(ACP) with framing of Aluminium
Tube sections of min 1.5" x 1"
and 20 gauge 2'-0" C/C both
ways. Mirror screws to be used.
Joints to be finished with Silicon
based sealant. ACP thickness of
3 mm minimum. Aluminium foil
thickness to be min 0.20 mm., 2'-
0" C/C both ways. ACP to be in
2' width panels or distributed
equally. Alubond, Eurobond,
Fujibond, Alcobond or equivalent
ISO certified brands to be used.
Shades to be as per bank's
approval. Trap door will be made
of same ACP with Aluminium
framing
Providin
g &
fixing
80 Sq.ft.
3
0
Fixe
d
Co
mpo
nent
s
Shutter
painting
Providing and applying three
coats of 1st quality enamel paint
including scraping the surface
clean.
Providin
g &
Fixing
80 Sq.ft.
3
1
Fixe
d
Co
mpo
nent
s
Battery
stand
MS painted rack to house
minimum 8 batteries (120AH),
Dimensions are H 800 x
W- 420 X D - 750 in mm
Providin
g
1 No
3
2
Grand Total (Should be equal
to Unit Rate of Appendix-7
Sr.No.10a of the RFP)
NOTE : OTHER TERMS
1. The SIS specifications may undergo a change in future.
If so, any differential in the cost for each site shall
be borne by the Bank on actual basis.
2. The rates are inclusive of all duties/levies except GST
/ sales tax/WCT/VAT/service tax/ octroi/entry tax/any other
Appendix-12a SLA-Endpoints and Support Services Page 103 of 144
tax in lieu of these, which shall be paid extra by Bank at
the applicable rates.
3. All major components like electrical items including
cables, wiring, switches etc shall bear ISI certification
(or made by ISO certified company). All major items are to
be procured only from reputed Brands with all India service
support. Brand names given for UPS, ACs or other items are
illustrative only and not exhaustive. Endpoint Provider may
supply/install these items apart from these all other
equivalent makes with good service network across the
country.
4. Specifications for Visual Merchandising and designer
strip shall be as per Bank’s requirements.
5. The cost of construction of ramps for the aid of
physically-challenged shall have to be approved by the
concerned Circles as per their approved rates.
6. Bank may undertake a quality test check of CD sites
within 60 (sixty) days by its own or external auditors of
its choice to ascertain adherence by the Endpoint Provider
to the technical specifications (both civil and electrical)
at its own cost. If any deviation from the technical
specifications (civil and/or electrical), is found /
reported, the Endpoint Provider shall be allowed 90
(ninety) days to regularise the position, failing which he
shall be liable for penalty.
7. The quantum of such penalty shall not exceed (a) the
cost for conducting such audit plus (b) the actual cost
incurred in or the estimated cost for upgrading / restoring
the site to the specified level plus (c) 10% of (a + b).
The amount stated above (a + b + c) shall be deducted from
any future payment due to the Endpoint Provider from the
Bank.
8. All deviations shall be subject to approval.
Appendix-12a SLA-Endpoints and Support Services Page 104 of 144
ADDENDUM - C
HARDWARE WARRANTY AND SECOND LINE MAINTENANCE SERVICES
This Addendum describes the warranty and maintenance
services (“Services”) that Endpoint Provider shall provide
in respect of the CDs supplied by the Endpoint Provider to
the Bank.
The services mentioned in this Addendum shall be provided
as warranty services during the warranty period of 1 year
(12 months) following Warranty Effective Date and
maintenance service after expiry of the warranty period.
Both these services shall be in the nature of AMC. Endpoint
Provider shall provide maintenance services at the agreed
rates for six years after the expiry of warranty period.
1. DEFINITIONS
1.1. “CD Loss” means loss of Valuables from a single CD in
respect of which the services are provided pursuant to this
Addendum. The amount of a CD Loss is the face value of the
Currency, plus the reasonable cost of reconstructing the
negotiable instruments or other items of value (including
re-issuance and stop-payment fees), stolen, lost or
destroyed as a direct result of the Occurrence. CD Losses
do not include any loss of Valuables occurring outside the
immediate physical proximity of the CD, including but not
limited to losses occurring while such Valuables are in
transit or are in storage at a vault or similar location.
The amount of an CD Loss does not include the face value
of stolen, lost or destroyed negotiable instruments or
other items of value, or any loss of any nature to the
extent such loss results from (a) CD equipment malfunction
in respect of non-Endpoint Provider machines; (b) mistakes
in CD loading including, without limitation, Currency
dispensed due to mis-loaded denominations, mis-configured
cassettes, or mis-loaded cassettes; (c) discrepancies
between network reports and CD bill counter totals (in the
Appendix-12a SLA-Endpoints and Support Services Page 105 of 144
event of such discrepancies, bill counter totals shall be
deemed conclusive); (d) Bank’s mistakes in verification;
(e) burglary; or (f) damage from breakage and (g)
vandalism.
1.2. “CD Loss Liability Limit” means the maximum amount of
Endpoint Provider’s liability for a CD Loss. The CD Loss
Liability Limit is Rs.75,00,000/- (Rupees seventy five
lacs only) per Cash Dispenser.
1.3. “Business Day” means a day which is not a 2nd& 4th
Saturday, Sunday or Public Holiday.
1.4. “Warranty Effective Date” means the date when the
installation certificate is issued by Endpoint Provider or
15 days from the date of delivery whichever is earlier.
1.5. "Equipment" shall mean the ATM/CD (including Digital
VSS camera) (with the configuration as specified in
Appendix 4a read with Appendix 4b of the RFP, wherever
applicable) supplied by the Endpoint Provider.
1.6. "Maintenance Effective Date" shall the date
immediately succeeding the completion of Warranty Period.
1.7. “Warranty Period” shall mean a period of one year from
the Warranty Effective Date.
1.8. "Maintenance Renewal Date" shall mean six years from
the Maintenance Effective Date and each anniversary
thereafter.
1.9. "Maintenance Services" shall have the meaning ascribed
thereto in Section 3 hereof.
1.10."Maintenance Premium / Charges" shall have the meaning
ascribed thereto in Section 8 hereof.
1.11. "Preventive Maintenance" shall have the meaning
ascribed thereto in Section 3.2.3 hereof.
1.12. “Public Holidays” shall mean public holidays, at the
place where the Equipment is located, when banks are closed
for business.
Appendix-12a SLA-Endpoints and Support Services Page 106 of 144
1.13. "Remedial Maintenance" shall have the meaning
ascribed thereto in Section 3.2.1 hereof.
1.14.“Call Handling Process” shall have the meaning
ascribed thereto in Schedule A hereof.
1.15. “Call Rate” means then current Endpoint
Provider’s labour / services rate presently estimated as
Rs. 650/- per hour with minimum of two hours.
2. TERMS AND TERMINATION
2.1 The initial term of this Addendum ("Initial Term")
shall begin on the Warranty Effective Date indicated above
and shall continue for a period of 7 (seven) years from the
date of handover of the site. Thereafter, this Addendum may
be renewed on mutually agreed terms and conditions.
2.2 Either party may terminate this Addendum in whole or
in part at any time by notice in writing to the other party
upon the happening of the following events:-
a. if the Endpoint Provider fails to comply with the
terms and conditions of this Addendum, provided that
the Endpoint Provider has been given 30 (thirty) days
written notice prior to the proposed termination and
during such notice period Endpoint Provider has failed
to commence to correct the breach in accordance with
the terms of this Addendum;
b. failure of Bank to pay within 60 (sixty)days following
written notice of a payment being past due, if in that
notice Endpoint Provider indicates that this Addendum
is terminated if payment is not received. At its
option, Endpoint Provider may elect to suspend
Services in whole or in part, rather than terminating
this Addendum under this Section.
2.3 Termination of this Addendum between the parties
shall be without prejudice to the rights and obligations
of the parties accrued prior to and including the date
of termination of the Addendum.
Appendix-12a SLA-Endpoints and Support Services Page 107 of 144
2.4 Termination clause of the Main Agreement shall
also be applicable.
3. SCOPE OF SERVICES
3.1 The scope of the Services shall be as per RFP in
addition to that described hereunder : Standard
Services consist of Remedial Hardware Maintenance,
Replacement Parts and Preventive Maintenance
3.2.1 Remedial Hardware Maintenance: Remedial
Hardware Maintenance, during warranty and AMC, shall
cover replacement of spares as well as labour required
to repair a malfunctioning CD and return it to good
operating condition. Remedial Hardware maintenance
includes software support (and software reload) only
to the extent required to repair failed or
malfunctioning hardware.
3.2.2 Replacement Parts: Endpoint Provider shall
install CD parts on an exchange basis. Installed
parts may be new or reconditioned by a Endpoint
Provider certified CD parts rework facility.
Replacement parts become the Bank’s property and
replaced parts becomes the property of Endpoint
Provider.
3.2.3 Preventive Maintenance:
(a) Preventive Maintenance shall be provided to ensure that
the Equipment is maintained in good operating
condition as per the Equipment Specifications during
the term of the Addendum and includes the provision
of labour, service parts as deemed necessary by
Endpoint Provider and travelling time at no charge to
Bank. Preventive Maintenance needs to be scheduled
by Bank or its managed Endpoint Provider at a time
convenient to Endpoint Provider and Bank/its managed
Endpoint Provider or may be performed during remedial
maintenance. Preventive maintenance shall be
Appendix-12a SLA-Endpoints and Support Services Page 108 of 144
performed at such intervals (minimum once in a
quarter) as may be necessary from time to time.
Preventive maintenance includes but not limited to
inspection, testing, satisfactory execution of all
diagnostics, cleaning and removal of dust and dirt
from the interior and exterior of the Equipment and
necessary repairing of the Equipment if required.
(b) Endpoint Provider shall share quarterly schedule
of Preventive Maintenance (ATM ID wise) with the ATM
(Operations Dept.) of the Circle at least 15 days in
advance. Endpoint Provider shall submit a report to
Bank regarding preventive maintenance as per Exhibit
F.
(c) If the Endpoint Provider fails to carry out
Preventive Maintenance of a machine during a quarter,
a penalty of Rs.500/- per day per machine shall be
levied from the date of close of the quarter till the
date it is carried out, shall be levied.
3.2.4 Services include releases and software code
corrections for the current software version to support
existing functionalities of the Equipment listed in
Appendix 4a read with Appendix 4b, wherever applicable, of
the RFP which shall be provided free of cost and also
installed in all the CDs at no cost to Bank and the last
release of the prior software version for Endpoint Provider
Equipments. All engineering changes generally adopted
hereafter by the Endpoint Provider for equipment similar
to that covered by this agreement, shall be made to the
machine/equipment at no cost to the Bank. Qualified
maintenance engineers totally familiar with the machines
shall perform all repairs and maintenance service described
herein.
3.2.5 Bank shall maintain a register at its site in which,
the Bank’s operator/ supervisor shall record each event of
Appendix-12a SLA-Endpoints and Support Services Page 109 of 144
failure and / of malfunction of the equipment. Endpoint
Provider’s engineer shall enter the details of the action
taken in such register. Additionally every time a
preventive or corrective maintenance is carried out,
Endpoint Provider’s engineer shall make, effect in
duplicate, a field call report which shall be signed by him
and thereafter countersigned by the Bank’s official. The
original of the field call report shall be handed over to
the Bank’s official.
3.2.6 Endpoint Provider shall provide replacement machine
/ equipment if any machine / equipment is out of the
premises for repairs.
3.3 Endpoint Provider shall ensure that Services support
for all the Equipment for a period of seven (7) years,
from the date of installation.
3.4 Endpoint Provider shall provide training to Bank’s
CD custodians while installing and commissioning the
Equipment. The training shall primarily cover the
administration and End of Day (EOD) process which
comprises two sections i.e. (a) counters update for cash
during cash replenishment; and (b) Comparing Base 24/
Opus (Host) cash totals and balancing the CD. In
addition Endpoint Provider shall also provide training
on paper loading (receipt roll) and changing of
combination locks.
3.5 The scope of Services for Digital VSS is
exclusively covered by this section. The scope of
services for Digital VSS under this Addendum covers the
following:
3.5.1. At the time of CD preventive maintenance services,
check if image is captured correctly;
3.5.2. Using Endpoint Provider’s VSS menu under
supervisor mode to check that images captured are
getting stored in the hard disk drive of CD;
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3.5.3 Checking camera status, image capturing and data
storage at every preventive maintenance of CD.
3.5.4 (a) Digital VSS hardware and software maintenance
– In the event of failure take appropriate actions
to rectify the same.
i. Change of cable if bad
ii. Change of camera if bad
iii. Change of HDD if bad
iv. Reload s/w in case of s/w crash or change
of HDD
(b) With submission of AMC bill for payment, a copy
of DVSS image along with others is must as a proof
for doing the preventive maintenance of DVSS.
(c) Penalty for not providing DVSS footage
If the Endpoint Provider fails to provide the DVSS
footage, when required by the Bank within 180 days
of the incident, for any reason including
settlement of complaints within a reasonable time,
Endpoint Provider shall be liable to pay a penalty
of Rs.1000/- per instance or the amount of loss
suffered by the Bank on account of non-availability
of such DVSS footage, whichever is higher.
(d) Endpoint Provider shall arrange to store DVSS
footages up to a period of 180 days / 6 months.
(e) Endpoint Provider will arrange for taking back-up
of DVSS images/ videos during without any cost to the
Bank. Such back up may be taken during Preventive
Maintenance visits.
4. SERVICES EXCLUSIONS
4.1 The following services are not covered by scope of
Services and are billable to Bank on a “Per Call” basis
at Call Rate. Per Call services are billed upon
performance and are subject to personnel and material
availability.
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(a) (a) any service for ATM/CD equipment or
locations not covered under the definition of
Equipment;
(b) services relating to de-installation, and re –
installation of Equipment at the request of Bank;
(c) service resulting from causes such as movement of
the ATM/CD by anyone other than Endpoint Provider;
failure of equipment not maintained by Endpoint
Provider; improper use of or failure to use
supplies by any person other than Endpoint
Provider; use of supplies not meeting the ATM/CD
manufacturer’s specifications;
(d) Breaking open the safe lock for the reasons
attributable to the Bank
4.2 S&G lock / KABA lock, hood keys, purge bin,
currency cassettes and other plastic parts in the
CD, vandal doors, CD safe, print heads, levers -
which are used by Bank’s custodians to release the
cassettes, pull the journal roll or receipt roll,
etc are non-serviceable items. When required to be
replaced, without any extra cost to the Bank. The
cost of combination lock if required to be
replaced, during the term of contractshall be
borne by Endpoint Provider. Such defective lock
shall be broken open by Endpoint Provider at their
cost. Further, Breaking open the safe lock shall
be required to be done without any additional cost
to the Bank, as number of such instances are very
limited.
4.3 Services include, without any additional cost to the
Bank, clearing of paper, card, envelope and currency jams,
the replenishment of media and supplies (paper, ribbons,
ink cartridges, and print heads), or general administrative
Appendix-12a SLA-Endpoints and Support Services Page 112 of 144
maintenance (“Administrative Maintenance”), including
retrieval of mutilated cash from the divert cassette,
retrieval of captured cards, changing of safe combination
codes, image archival and retrieval activity, keeping in
view the transaction volumes, stocking consumable media
like CDR, floppy etc., incidents from failure to perform
or improperly performed replenishment activities including
both cash and supplies, use of supplies or cash not meeting
the manufacturers specifications, improper use by the
consumer (e.g. depositing poor quality cash or checks,
incorrectly inserted or overstuffing deposits or using a
damaged card).
4.5 Excess Currency (commonly called “side cash”) stored
in the ATM/CD is not authorized. If side cash is found by
Endpoint Provider while at the CD site, Endpoint Provider
reserves the right to re-schedule service at a later time
and shall not be obligated to continue service until the
side cash has been removed.
5. BANK’S RESPONSIBILITIES AND OBLIGATIONS
5.1 Bank has a duty to secure all valuables that may be
present in or about the Equipment / CD being serviced by
Endpoint Provider. It is not Endpoint Provider’s duty to
provide security for Bank’s property. In the event that
other persons authorized by Bank (including but not limited
to the Bank’s cash-in-transit provider/ATM/CD custodians,
managed services provider or their subcontractors) are
present at the Equipment site, they shall at all times be
deemed to have care, custody and control of the Equipment,
its contents and the premises.
5.2 Bank is responsible for ensuring the currency
cassettes are configured correctly by the Bank’s custodian
/ its appointed agency during the installation or during
an upgrade or migration to new platform and is excluded
from the scope of Services. Bank agrees that Endpoint
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Provider shall not be liable or responsible for any loss
caused by the incorrect configuration of currency
cassettes.
5.3 In the event the safe is required to be opened, for
any reason whatsoever during the warranty or post-warranty
period, such instances shall not be included for downtime
calculations.
5.4 Endpoint Provider shall only perform Services
requiring access to the vault or other secure area of the
Equipment only if Endpoint Provider is met at the Equipment
site by the Bank’s authorized representative who has the
means to open the vault and who shall be deemed at all
times to have care, custody, and control of the contents
of the Equipment (“Escorted Access Services”)
5.5 Bank shall be responsible for the removal, de-
installation, re-installation and transportation of the
Equipment, devices and attachments when changing the site
location of the Equipment. Endpoint Provider may, at the
request of Bank, provide such services at mutually agreed
rate. 5.6 If service is required on Equipment under
circumstances which could jeopardize the safety of Endpoint
Provider’s employees (including but not limited to any call
to an CD housed in a manner requiring work in the open),
Endpoint Provider reserves the right, but is not obligated
to, reschedule service to other times in the presence of
a security escort at Bank’s expense. Endpoint Provider
agrees to use its best efforts to notify Bank immediately
if the above circumstances apply. Security escorts where
feasible and lawful shall be armed.
5.7 In case Bank intends to shift and/or move the
Equipment covered under this Agreement, Bank shall intimate
15 days in advance to Endpoint Provider of any such
shifting and/or movement, as the case may be and further
shall provide the complete details of the new location, if
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any. Endpoint Provider may provide de-installation and/or
re-installation services if required for shifting and/or
movement of such Equipment at the Call Rate.
5.8 Bank or its authorised agent shall call Endpoint
Provider’s customer care centre on toll free service
numbers or any other number as may be provided to Bank from
time to time for maintenance service requirement during
the maintenance period and shall obtain the work order
number. For locations not covered under toll free service
number, Bank shall contact Endpoint Provider’s and/or its
authorised Endpoint Provider’s local office for
maintenance services. Prior to placing a request for
Endpoint Provider service, Bank is responsible for
isolating the problem as one requiring Services under this
Addendum, ensuring that it is not a procedural, network,
electrical, power, communications, or host software
problem.
5.9 Endpoint Provider shall maintain service logs of each
incident of Equipment malfunction, date and time of
commencement and successive completion of repair work
performed on the Equipment together with a description of
the cause for work, either by description of the
malfunction or as regularly scheduled Preventive
Maintenance. Bank shall use the same log for recording
the nature of faults and failures observed in the
Equipment, the date and time of their occurrence, and the
date and time of their communication to Endpoint Provider.
Bank or its representatives shall acknowledge a call slip
for each and every maintenance service performed.
5.10 Bank shall be responsible for all electrical work
which is external to the Equipment.
5.13 In respect of Digital VSS, Bank is responsible for:-
i. maintain proper lighting at ATM/CD site to
capture face of the customer transacting;
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ii. checking of images and data capture during
every end of day / replenishment process;
iii. report problems, if observed during end of
day/ replenishment process, to Endpoint
Provider similar to any other remedial
maintenance call;
iv. ensuring the camera window is kept clean;
v. incident based image archival;
vi. transferring the required images and data
from ATM/CD to portable devices (viz. USB
Pen Drive / USB HDD/ Floppy Disk); and
vii. archival of images and/or data.
6. PRINCIPAL PERIOD OF MAINTENANCE, RESPONSE TIMES AND
PENALTIES
6.1 For the purposes of this Agreement, the Principal
Period of Maintenance shall mean maintenance support
provided 24 hours a day, 7 days a week. In other words,
such services shall be made available to Bank round the
clock throughout the year including 2nd& 4th Saturdays,
Sundays and Holidays. While Cassettes shall have a two
years warranty, they shall not form part of the AMC.
Maintenance under this agreement shall cover, inter alia,
free provision of spares, parts, kits, software, including
EJ pulling, as and when necessary to ensure that the
Equipment functions in a trouble-free manner. EJ shall be
pulled by the Solution Provider. Endpoint Provider shall
correct any faults and failures in the Equipment and shall
repair and replace worn out defective parts of the
Equipment as and when requested by Bank, 24 hours a day,
7 days a week. In cases where unserviceable parts of the
machine need replacement on account of product malfunction,
Endpoint Provider shall repair/ replace such parts at no
extra cost to the Bank.
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6.2 Endpoint Provider shall provide repair and maintenance
service (response and resolution) during the warranty and
subsequent AMC period, on oral/ telephonic/ email/
communication by the Bank or through its own service
personnel / MS Endpoint Provider or through any other mode
of communication. For spare parts / accessories ordered
by Bank for CD breakdown, impacting the operation of CD,
the response and resolution time shall be as under :
Category Resolution Time/ TAT
VIP endpoints 2 Hours : Irrespective of the
population group/ category
Regular
endpoints i. 4 Hours : At Metro, Urban
and Semi-urban locations
ii. 6 Hours : At Rural
locations
For all other items (CD non-breakdown calls), which do not
impact the operations of the CD, 2 (two) working days.
Penalties shall be levied as under :
Category Resolution Time/ TAT Penalty
VIP
endpoints
2 Hours : Irrespective
of the population group/
category
Rs.1200 per
endpoint per
hour
Regular
endpoints i. 4 Hours : At
Metro, Urban
and Semi-urban
locations
ii. 6 Hours : At
Rural
locations
Rs.1000 per
endpoint per
hour
6.4 Bank shall arrange to maintain appropriate
environmental conditions such as those relating to
temperature, power supply, dust, within the acceptable
limits required for equipment similar to that covered by
this Agreement. It shall be the responsibility of Endpoint
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Provider to monitor such environmental conditions and bring
to the notice of Bank changes required, if any, well in
advance to arrange for rectification.
6.5 The cost of the visit of service personnel for uploading
patches, MS agents, upgrade of Operating Systems, etc.
shall have to be borne by the Endpoint Provider.
6.6 All AMC for CDs shall be paid by the respective Local
Head Offices of the Bank.
7. PENALTY FOR DOWNTIME
7.1 Endpoint Provider shall ensure that the full
configuration of the machine / equipment is available to
Bank in proper working condition and ensure minimum uptime
of 99%, and maximum downtime for each CD shall be less than
four hours (at locations in metro/urban centres) / six
hours (at locations in other centres) per instance, counted
by Bank from the time Bank or its managed services provider
reports the fault. If any of these conditions is not
fulfilled, a penalty of Rs.1000/- (Rupees one thousand
only) per hour per instance shall be deducted by Bank for
the period in excess of four / six hours as the case may
be, from the Annual Maintenance Charges due to the Endpoint
Provider under any contract with the Bank.
7.2 Additionally, penalty for not maintaining uptime of 99%
on account of hardware faults will be as under:
97% to 99% : 5% of pro rata AMC for the month
95% to > 97 : 10% of pro rata AMC for the month
91% to > 95% : 25% of pro rata AMC for the month
Less than 91% : 50% of pro rata AMC for the month
7.3 As Endpoint Provider would have received full payment
of the machine and no AMC shall be payable during the 2
years warranty period, the downtime penalty during the
warranty period of the machine shall be paid by the
Endpoint Provider through a cheque within 15 days from the
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close of the quarter. If the Endpoint Provider fails to
pay, the Bank may realise the penalty amount by either
invoking the Bank Guarantee submitted by the Endpoint
Provider or recovering from any other payment due to the
Endpoint Provider.
7.4 The downtime shall be computed from the time of call
logged at the Endpoint Provider’s Management Centre or
reported by Bank / its authorised agent at Endpoint
Provider’s Management Centre whichever is earlier.
7.5 If a particular CD is frequently becoming out of
order for technical reasons for more than three times in
a month and for two consecutive months, Bank may ask the
Endpoint Provider to replace the CD with another new CD at
no extra cost to Bank.
7.6 The following exclusions would be taken into account
in computing penalty:
a) A maximum of 3 hours for quarterly Preventive
Maintenance
b) Actual Supervisory Time (which shall be
reasonable & in tune with national average)
c) Actual downtime on account of the Switch and
network connectivity.
d) Core Banking Solution host outages.
e) Vandalism
f) Non-availability of access to the CD.
g) Force Majeure cases
h) Uncontrollable circumstances which shall be
decided by the Bank and shall be binding on
Endpoint Provider.
i) In the state of Jammu and Kashmir and the North
Eastern states, the ATM Operations under DGM (CS
and CM) at respective LHOs may expressly allow
maximum time not exceeding 24 hours for those
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specific locations which are considered
difficult to reach for the reasons of
inaccessible terrain and / or insurgency
7.7 Endpoint Provider, in all such cases, shall inform Bank
regarding the same and shall seek confirmation of Bank for
its non-liability for penalty.
7.8 Other Penalties:
7.8.1 In addition to the penalties mentioned elsewhere in
this agreement penalty shall also be levied in case
materials/equipments used are not in conformity with
specifications laid down unless exemption has been obtained
from Bank. Penalty could include free replacement plus 25%
deduction of the cost of the materials/equipments.
7.8.2 On account of any negligence, commission or omission
by the engineers of the Endpoint Provider during delivery
of Product and Services and if any loss or damage caused
to the machine / equipment, Endpoint Provider shall
indemnify pay/reimburse the loss suffered by Bank
7.8.3 Endpoint Provider shall abide by the job safety
measures prevalent in India and shall defend the Bank from
all demands or responsibilities arising from accidents or
loss of life, the cause of which is the Endpoint Provider’s
negligence under this Agreement. Endpoint Provider shall
defend and indemnify the Bank against all claims, losses,
damages which Bank may suffer or incurarising from such
incidents and shall not hold the Bank responsible or
obligated if the Bank gives the Endpoint Provider (1)
prompt written notice of the claim (2) all requested
information, available with the Bank, about the claim; (3)
reasonable cooperation and assistance; (4) sole authority
to defend or settle the claim;
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7.9 Calculation of Downtime
7.9.1 The CD is considered “down” when it cannot dispense
cash. "Percentage Downtime" shall mean the aggregate of
downtime of the particular CD during a quarter expressed
as a percentage of total available time in a quarter --
actual number of days to be taken into account X 24 hours).
For example, if the aggregate downtime of a CD works out
to 15 hours during a quarter, then the percentage downtime
shall be calculated as follows:
15 x 100
___________________________
No of days in quarter x 24
7.9.2 The downtime shall be calculated on CD basis and not
the entire network for the purpose of implementing penal
provisions.
7.9.3 If a CD is shut down or is unavailable to the public
during pre-determined specific periods as announced by
Bank, for reasons not attributable to the Endpoint
Provider, such time period of unavailability shall be
excluded from the denominator while calculating the
downtime percentage.
7.9.4 “Down Time” shall mean the interval between the times
of reporting of failure to the time of completion of repair.
The Branch Manager or the Channel Manager of Bank has the
discretion to decide regarding the exclusions which shall
be final and binding on Endpoint Provider.
7.9.5 In the matter of calculation of penalties, Bank shall
not rely only on the Endpoint Provider’s report but shall
also cross-check the data through independent verification
from its ATM switch, ATM Monitoring Solution / Tool or any
other mechanism deployed by the Bank OR shall calculate the
penalties on the report generated by ATM Monitoring
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Solution / Tool or any other mechanism deployed by the
Bank.
8. CHARGES, INVOICING AND PAYMENT
8.1 The Maintenance charges payable by Bank to Endpoint
Provider for hardware maintenance services for the
Equipment as described in Addendum A shall be payable at
quarterly intervals in arrears released by LHOs of the
Bank. Bank shall make such payment within 30 days of the
receipt of invoice from Endpoint Provider. Maintenance
charges are payable after the expiry of Warranty Period.
Maintenance charges do not include service tax, works
contract or other taxes imposed on the services or
materials furnished by Endpoint Provider and Bank hereby
agrees to pay such taxes extra, were applicable.
8.2 The maintenance charges after completion of the
Initial Term shall be mutually agreed by Endpoint Provider
and Bank.
8.3 Endpoint Provider shall submit to Bank their
invoice(s) for payments to Bank’s LHO.
9. LIABILITY FOR CD LOSS
9.1 If an employee of Endpoint Provider is determined, by
clear and convincing evidence, to have directly caused an
CD Loss through his or her act, while providing the
Services under this Addendum, then Endpoint Provider shall
be liable to Bank for the amount of actual CD Loss which
shall in no event exceed the CD Loss Liability Limit. Upon
payment of any loss hereunder, Endpoint Provider shall be
subrogated to all of Bank’s rights and remedies therefore.
9.2 The above liability of Endpoint Provider for payment
of CD Loss to Bank is subject to (a) Bank ensuring that
effective controls are in place on the use of combination
code / keys of CD vault e.g. changing the combination code/
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keys at regular intervals; (b) Bank ensuring that its
custodians performs the EOD process and day to day
reconciliation is timely completed; and (c) the events
giving rise to claims of CD Loss are reported in writing
to Endpoint Provider immediately but not later than 90
(ninety) days of the happening of such event.
9.3 Other than as expressly stated in this Addendum, in
no event Endpoint Provider shall be liable for any loss of
valuables including, but not limited to, those resulting
from burglary, robbery, fire, flood, or other external
cause.
9.4 The provisions of this Addendum govern Endpoint
Provider’s liability for any claim of lost, missing,
damaged, or stolen valuables and, with respect to such
losses, supersede any inconsistent provision in this
agreement.
10. ACCESS TO BANK’S NETWORK AND REPORTING OF SECURITY
INCIDENTS
10.1 In terms of Bank’s security guidelines and acceptable
usage policy, if Endpoint Provider’s personnel need to have
connectivity to the internal network, it can be done
through their laptops or via desktops provided by Bank.
If the desktop is provided by Bank, these shall be built
as per secure configuration document (SCD) for desktop and
it shall be ensured that only software needed for the job
is installed. If access is provided via Endpoint
Provider’s personnel laptop, Endpoint Provider shall
ensure that anti-virus protection is enabled and all
necessary security patches are installed. If the
connection is required for more than one week, Endpoint
Provider personnel’s laptop shall be installed with the
anti-virus solution used by Bank to ensure timely updates
and to facilitate monitoring.
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10.2 If Endpoint Provider’s personnel notice any
incidences of computer virus attack when they are working
within the Bank’s internal network, then the same shall be
reported to Bank.
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Exhibit F
Sl PREVENTIVE MAINTENANCE CHECK LIST Done
1 Verify the device logs and tallies to know the module
performance
2 Check CD Input Voltage i.e. Phase Vs Neutral Vs
Earthing
3 Verify all fans are operating correctly and are not
noisy
4 Ensure shutter assemblies and guides are fully
tightened on to the fascia
5 Using a vacuum cleaner, vacuum all internal surfaces
including all modules
6 Clean the vacuum filter, Replace if necessary
7 Clean the LVDT sensor wheels with cotton buds and
alcohol
8 Check and replace the stacker wheels and gears if found
damaged
9 Replace all the gears and bearing using DPM kit
10 Replace all suction cups and check and replace Pick
line if found broken
11 Ensure pick and presenter modules are aligned correctly
(D wheel, Pick-Pick & Pick - Presenter)
12 Ensure pick frame and cassette latches operate
correctly and lock cassette into position
13 Check purge bin micro switch, latch & shutter operates
correctly
14 Ensure presenter mouth is aligned to the safe door
15 MCRW transport rollers should be cleaned with wet cloth
16 Clean the card reader transport and head using the pre-
soaked cleaning card
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17 Clean and align MCRW pre head sensor, Replace if
required
18 Check and adjust the shutter mechanism and align with
fascia
19 Check and clean all sensors in depository including
anti-fishing sensor
20 Clean the print head flex cable contacts and check the
print head holder for proper operation
21 Check the auxiliary transport drive gear meshes
properly with the main transport drive gear
22 Clean and lubricate JP print head carrier and replace
ribbon drive spring, if required
23 Clean and lubricate JP Reel guide for smooth operation,
if required replace
24 Clean thermal print head and transport belts with wet
cloth
25 Clean EPP, Touch screen & FDK's with cloth dipped in
IPA
26 Ensure Mechanical lock dialer and reference plate are
fixed and working properly
27 Clean camera lens and mirror, Check USB cable are
intact at both ends
28 Check cabinet lock and door hinges, replace if required
29 GBNA/GBRU Preventive maintenance as per Service manual
30 Check and ensure that Cash retraction is disabled
31 Grouting done or not done
32 LAN Cables connection checked
33 Air Conditioner in working condition
34 Power Supply cleaned using brush or vacuum.
35 Check Currency Cassette Pressure
36 Cross Check the Cash Dispenser completely packed to
avoid rodent entry
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37 Check and remove foreign material like paper roll,
ribbon and unwanted paper bits
38 Latest Software loaded. Mention the software version
in the PM report
39 Check for proper operationalisation of combination
lock
POST PM Check List
1 Card reader and receipt printer mouth aligned with
fascia slot
2 Align monitor display and calibrate touch screen
3 Check dispenser shutter test in loop and ensure proper
operation
4 Do stack and clear test with 40 bills for multiple
times, Ensure dispenser work properly
5 Run print alignment test for both printer and ensure
for good quality print
6 Check camera / DVSS for good quality images with
transaction details imposed
7 Ensure EJ setting and cash retraction patch work
properly / EJ software is working properly
8 Check card reader for track read and speed test,
replace the module if required
9 Clear tallies at end of the PM
10 DVSS is working properly
11 Environmental condition of CD Good/Bad
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ADDENDUM - D
SITE MAINTENANCE SERVICES
There shall be a twelve months warranty for the site from
the date of site hand over. Endpoint Provider shall remedy
defects attributable solely due to Endpoint Provider at no
charge to Bank. Bank shall decide regarding the same which
shall be final and binding on the Endpoint Provider. The
warranty shall cover the entire site including civil,
electrical, mechanical works, grouting of the CDs, cabling,
furniture, fixtures, false ceiling, flooring, equipment
like UPS, Air conditioners and electrically lit signage.
Endpoint Provider shall rectify the defects / replace the
defective equipment wherever required free of cost during
the said warranty period.
Bank may gives order for Site Maintenance Services after
warranty period of 1 (one) year. In case, Bank gives order
this document details Endpoint Provider’s CD Site
Maintenance Services and states the terms and conditions
under which Endpoint Provider shall provide the CD Site
Maintenance Services. Endpoint Provider shall not be
obligated to provide site maintenance services unless Bank
has raised purchase order.
Scope
1. Endpoint Provider or personnel authorized by Endpoint
Provider shall perform normal proactive measures to
support proper functioning of the site elements (civil,
wooden & electrical).
2. During these visits if any of the site elements is found
inappropriate and need to be replaced / repair, Endpoint
Provider personnel shall intimate the respective banks
site contact in form of an estimate based on approved
price of material.
3. Once the approval is given by Bank’s staff, Endpoint
Provider‘s personnel shall arrange for the necessary
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repairs / replacement through its Endpoint Provider and
bring back that site element in suitable working
conditions.
4. In the event of any additional maintenance requirement,
Bank’s site in-charge or Bank’s managed services
Endpoint Provider who is responsible for reporting of
such defects, shall intimate Endpoint Provider by
calling Endpoint Provider’s TIS Helpdesk. Upon receipt
of the call Endpoint Provider personnel shall visit the
site and identify the problem and if any of the site
elements is found inappropriate and need to be replaced
/ repaired, Endpoint Provider’s personnel shall intimate
the respective site contact in form of an estimate based
on approved price or at a price mutually agreeable to
both parties for carrying out refurbishment. Once the
approval is given by Bank, Endpoint Provider shall
arrange for the necessary repairs / replacement through
its Endpoint Provider and bring back that site element
in suitable conditions.
The element-wise scope assumed under this proposed service
is:
Main Door
Service to the Main door for closure and adjustment of
floor spring/Door Closure, Adjustment of Door handle,
includes cost of replacement of Floor spring once in a year
if required.
Door Handle
Service to the Main door and Backroom door for closure and
adjustment and replacement of door Handles if required.
External fixed glazing
Service includes replacement of Glass, if required. The
proposed price excludes cost of Glass and other required
fixing material. Glass, if broken by vandalism, etc. shall
be replaced at cost.
Appendix-12a SLA-Endpoints and Support Services Page 129 of 144
Electrical MCBs, ELCB’s
Service proposed includes labour charges for replacement
of existing MCBs, ELCB’s,
Greasing of rolling shutter
Greasing of shutter, inclusive of cost of grease.
Lighting
The LED fixtures supplied shall be covered under the
manufacturer’s warranty. After warranty of 3 years, the
LEDs shall be replaced at cost. Failures due to short
circuits or negligence on bank’s part shall be charged
extra on actual.
A/C
The site maintenance provided for these equipments shall
be as per the contractual term agreed by the original
manufacturer. The scope under this is –
• Any number of break down calls shall be
attended during AMC period
• All spares shall be replaced free of cost
if necessary
• Gas Charging shall be done free of cost
• Compressor shall be replaced free of cost
if necessary.
Scope excludes:
a. MCB, front panel, panel set, plastic spares & outer
cabinet of RAC/split ac are not covered under the A/C
maintenance scheme
b. Wooden panes for room unit, outer cabinet of the
condensing unit, filling of gas and breakages of cooper
pipe lines are not covered under this maintenance and
shall be charged extra as needed.
• If, Remote Control is misplaced or damaged by Bank / any
user, it shall be supplied on chargeable basis.
Appendix-12a SLA-Endpoints and Support Services Page 130 of 144
Signage Maintenance
Manufacturer’s warranty is available for 3 years for LEDs
and 5 years for Signage. After 3/5 years, the replacement
shall be at cost. Physical damage caused by negligent
mishandling, fire and natural calamities shall not come
under AMC.
Service exclusions & Bank’s responsibilities
i) Any alterations, modifications, change of look and
feel, design; change of orientation of the existing
ATM/CD site is out of the scope of this proposal
ii) Bank to make arrangements for adequate supply of
electricity at the site for the Endpoint Provider
to deliver these services.
iii) Replacement, maintenance, repair work of Visual
Merchandising items, plastic parts or any other
equipment accompaniments are out of the scope of
this proposal.
iv) Water proofing, leakage and seepage works is
excluded from this service.
v) Any Carpentry repair/replacement works covered
under respective items and shall be limited to as
detailed in service level segment.
vi) Any calls logged by Bank for items which are out of
the scope of this contract would attract a fee which
would be mutually agreeable to both the parties and
shall be charged on a per visit basis to be paid by
Bank if the estimate is not approved for the said
work.
vii) Force majeure
Service levels:
i) The site maintenance service shall be available to
Bank 24 hours a day, 7 days a week. In other words
Appendix-12a SLA-Endpoints and Support Services Page 131 of 144
such services shall be made available to Bank round
the clock throughout the year.
ii) The site maintenance work shall be carried out on
best efforts basis, though Endpoint Provider shall
put all necessary efforts to complete the agreed
deliverables at the earliest.
TERMS AND CONDITIONS
i) The price quoted for the site maintenance is valid
for six year post 12 months warranty.
ii) The period and these terms are subject to changes
due to changes in terms, conditions and business
environment of the original manufacturer. Any
changes due to this in the contractual terms,
government rules / levies, service levels shall be
applicable to this contract on actual.
iii) All costs for material shall be charged extra and
this price shall be agreed in the beginning of the
contract in form of a price book.
iv) Any other additional services shall be charged at
the applicable Time and Materials rates, shall be
invoiced as incurred and payable within thirty (30)
days of the date of receipt of the invoice.
v) Payment for site maintenance shall be made on
quarterly in arrears. Taxes shall be extra as
applicable.
Rate & Penalty
Endpoint Provider shall provide SIS annual maintenance
services for SIS including UPS (excluding batteries), ACs,
etc. as under-
i) For 1st year – NIL due to warranty
ii) For 2nd to 7th years - @5% of the price of site
5. During the AMC period for the site, the time for
attending to and rectifying faults in sites shall be up to
one working day for metro / urban centres & up to two
Appendix-12a SLA-Endpoints and Support Services Page 132 of 144
working days in other places except for UPS and AC for
which the response and resolution time shall be 4 hours in
metro/urban centres and 6 hours at other centres as these
are the critical items for the service support. Penalties
@ Rs.200/- per day shall be levied for delays in rectifying
the faults – provided the site fault does not result in
downtime of the CD. For site faults that result in CD
downtime, the penalties applicable for CD downtime shall
be levied. No penalties shall be levied for delays on
account of force majeure
All AMC for CDs and SIS shall be paid by the LHOs of the
Bank.
Appendix-12a SLA-Endpoints and Support Services Page 133 of 144
ADDENDUM - E
Allocation of Cash Dispensers (CDs) Phase-XIII 2017-18
Name of the Circle
Endpoint Provider
Total L1
Other
than L1
GRAND TOTAL
Note: Allocation of locations/ geographies for supply,
installation, commissioning and maintaining these CDs shall
be at the discretion of the Bank.
Appendix-12a SLA-Endpoints and Support Services Page 134 of 144
Transition Plan
(Addendum F)
1. Introduction
1. This Annexure describes the duties and
responsibilities of the SERVICE PROVIDER and the STATE
BANK OF INDIA to ensure proper transition of services
and to ensure complete knowledge transfer.
2. Objectives 1. The objectives of this annexure are to:
a. ensure a smooth transition of Services from the SERVICE PROVIDER to a New/Replacement SERVICE
PROVIDER or back to the STATE BANK OF INDIA at the
termination or expiry of this Agreement;
b. ensure that the responsibilities of both parties to this Agreement are clearly defined in the event
of exit and transfer; and
c. ensure that all relevant Assets are
transferred.
3. General
1. Where the STATE BANK OF INDIA intends to continue
equivalent or substantially similar services to the
Services provided by the SERVICE PROVIDER after
termination or expiry the Agreement, either by
performing them itself or by means of a
New/Replacement SERVICE PROVIDER, the SERVICE
PROVIDER shall ensure the smooth transition to the
Replacement SERVICE PROVIDER and shall co-operate with
the STATE BANK OF INDIA or the Replacement SERVICE
PROVIDER as required in order to fulfil the
obligations under this annexure…….
2. The SERVICE PROVIDER shall co-operate fully with
the STATE BANK OF INDIA and any potential Replacement
SERVICE PROVIDERs tendering for any Services,
including the transfer of responsibility for the
provision of the Services previously performed by the
SERVICE PROVIDER to be achieved with the minimum of
disruption. In particular:
1. during any procurement process initiated by the STATE BANK OF INDIA and in anticipation of the
expiry or termination of the Agreement and
irrespective of the identity of any potential or
actual Replacement SERVICE PROVIDER, the SERVICE
PROVIDER shall comply with all reasonable requests
by the STATE BANK OF INDIA to provide information
relating to the operation of the Services,
Appendix-12a SLA-Endpoints and Support Services Page 135 of 144
including but not limited to, hardware and software
used, inter-working, coordinating with other
application owners, access to and provision of all
performance reports, agreed procedures, and any
other relevant information (including the
configurations set up for the STATE BANK OF INDIA
and procedures used by the SERVICE PROVIDER for
handling Data) reasonably necessary to achieve an
effective transition, provided that:
1. the SERVICE PROVIDER shall not be obliged
to provide any information concerning the costs
of delivery of the Services or any part thereof
or disclose the financial records of the SERVICE
PROVIDER to any such party;
2. the SERVICE PROVIDER shall not be obliged
to disclose any such information for use by an
actual or potential Replacement SERVICE PROVIDER
unless such a party shall have entered into a
confidentiality agreement; and
3. whilst supplying information as
contemplated in this paragraph 3.2.1 the SERVICE
PROVIDER shall provide sufficient information to
comply with the reasonable requests of the STATE
BANK OF INDIA to enable an effective tendering
process to take place but shall not be required
to provide information or material which the
SERVICE PROVIDER may not disclose as a matter of
law.
3. In assisting the STATE BANK OF INDIA and/or the
Replacement SERVICE PROVIDER to transfer the Services
the following commercial approach shall apply:
a. where the SERVICE PROVIDER does not have to
utilise resources in addition to those normally
used to deliver the Services prior to termination
or expiry, the SERVICE PROVIDER shall make no
additional Charges. The STATE BANK OF INDIA may
reasonably request that support and materials
already in place to provide the Services may be
redeployed onto work required to effect the
transition provided always that where the STATE
BANK OF INDIA agrees in advance that such
redeployment will prevent the SERVICE PROVIDER from
meeting any Service Levels, achieving any other key
dates or from providing any specific deliverables
to the STATE BANK OF INDIA, the STATE BANK OF INDIA
shall not be entitled to claim any penalty or
liquidated damages for the same.
b. where any support and materials necessary to
undertake the transfer work or any costs incurred
by the SERVICE PROVIDER are additional to those in
place as part of the proper provision of the
Appendix-12a SLA-Endpoints and Support Services Page 136 of 144
Services the STATE BANK OF INDIA shall pay the
SERVICE PROVIDER for staff time agreed in advance
at the rates agreed between the parties and for
materials and other costs at a reasonable price
which shall be agreed with the STATE BANK OF INDIA
in as described in …………………………..
4. If so required by the STATE BANK OF INDIA, on the
provision of no less than ……… month’s notice in
writing, the SERVICE PROVIDER shall continue to
provide the Services or an agreed part of the Services
for a period not less than ……….month and not exceeding
…….. months beyond the date of termination or expiry
of the Agreement. In such event the STATE BANK OF
INDIA shall reimburse the SERVICE PROVIDER for such
elements of the Services as are provided beyond the
date of termination or expiry date of the Agreement
on the basis that:
a. materials and other costs will be charged at a reasonable price which shall be agreed between the
Parties; and/or
b. any other fees agreed between the Parties at the time of termination or expiry.
5. The SERVICE PROVIDER shall provide to the STATE
BANK OF INDIA an analysis of the Services to the extent
reasonably necessary to enable the STATE BANK OF INDIA
to plan migration of such workload to a Replacement
SERVICE PROVIDER provided always that this analysis
involves providing performance data already delivered
to the STATE BANK OF INDIA as part of the performance
monitoring regime.
6. The SERVICE PROVIDER shall provide such
information as the STATE BANK OF INDIA reasonably
considers to be necessary for the actual Replacement
SERVICE PROVIDER, or any potential Replacement SERVICE
PROVIDER during any procurement process, to define the
tasks which would need to be undertaken in order to
ensure the smooth transition of all or any part of the
Services.
7. the SERVICE PROVIDER shall make available such
Key Personnel who have been involved in the provision
of the Services as the Parties may agree to assist the
STATE BANK OF INDIA or a Replacement SERVICE PROVIDER
(as appropriate) in the continued support of the
Services beyond the expiry or termination of the
Agreement, in which event the STATE BANK OF INDIA
shall pay for the services of such Key Personnel on a
time and materials basis at the rates agreed between
the parties.
8. The SERVICE PROVIDER shall co-operate with the
STATE BANK OF INDIA during the handover to a
Appendix-12a SLA-Endpoints and Support Services Page 137 of 144
Replacement SERVICE PROVIDER and such co-operation
shall extend to, but shall not be limited to, inter-
working, co-ordinating and access to and provision of
all operational and performance documents, reports,
summaries produced by the SERVICE PROVIDER for the
STATE BANK OF INDIA, including the configurations set
up for the STATE BANK OF INDIA and any and all
information to be provided by the SERVICE PROVIDER to
the STATE BANK OF INDIA under any other term of this
Agreement necessary to achieve an effective transition
without disruption to routine operational
requirements.
4. Replacement SERVICE PROVIDER 1. In the event that the Services are to be
transferred to a Replacement SERVICE PROVIDER, the
STATE BANK OF INDIA will use reasonable endeavours to
ensure that the Replacement SERVICE PROVIDER co-
operates with the SERVICE PROVIDER during the handover
of the Services.
5. Subcontractors 1. The SERVICE PROVIDER agrees to provide the STATE
BANK OF INDIA with details of the Subcontracts used
in the provision of the Services. The SERVICE PROVIDER
will not restrain or hinder its Subcontractors from
entering into agreements with other prospective
service providers for the delivery of supplies or
services to the Replacement SERVICE PROVIDER.
6. Transfer of Configuration Management Database 1. ……………… months prior to expiry or within …………………
week’s notice of termination of this Agreement the
SERVICE PROVIDER shall deliver to the STATE BANK OF
INDIA a full, accurate and up to date cut of content
from the Configuration Management Database (or
equivalent) used to store details of Configurable
Items and Configuration Management data for all
products used to support delivery of the Services.
7. Transfer of Assets 1. …………..months prior to expiry or within……………..
week of notice of termination of the Agreement the
SERVICE PROVIDER shall deliver to the STATE BANK OF
INDIA the Asset Register comprising:
a. a list of all Assets eligible for transfer to the STATE BANK OF INDIA; and
b. a list identifying all other Assets,
(including human resources, skillset requirement
and know-how), that are ineligible for transfer but
Appendix-12a SLA-Endpoints and Support Services Page 138 of 144
which are essential to the delivery of the Services.
The purpose of each component and the reason for
ineligibility for transfer shall be included in the
list.
2. Within …………month of receiving the Asset Register
as described above, the STATE BANK OF INDIA shall
notify the SERVICE PROVIDER of the Assets it requires
to be transferred, (the “Required Assets”), and the
STATE BANK OF INDIA and the SERVICE PROVIDER shall
provide for the approval of the STATE BANK OF INDIA a
draft plan for the Asset transfer.
3. In the event that the Required Assets are not
located on STATE BANK OF INDIA premises:
a. the SERVICE PROVIDER shall be responsible for the dismantling and packing of the Required Assets and
to ensure their availability for collection by the
STATE BANK OF INDIA or its authorised
representative by the date agreed for this;
b. any charges levied by the SERVICE PROVIDER for the Required Assets not owned by the STATE BANK OF
INDIA shall be fair and reasonable in relation to
the condition of the Assets and the then fair market
value; and
c. for the avoidance of doubt, the STATE BANK OF INDIA will not be responsible for the Assets.
4. The SERVICE PROVIDER warrants that the Required
Assets and any components thereof transferred to the
STATE BANK OF INDIA or Replacement SERVICE PROVIDER
benefit from any remaining manufacturer’s warranty
relating to the Required Assets at that time, always
provided such warranties are transferable to a third
party.
8. Transfer of Software Licenses 1. …………. months prior to expiry or within …………….
week’s notice of termination of this Agreement the
SERVICE PROVIDER shall deliver to the STATE BANK OF
INDIA all licences for Software used in the provision
of Services which were purchased by the STATE BANK OF
INDIA.
2. On notice of termination of this Agreement the
SERVICE PROVIDER shall, within ………… week of such
notice, deliver to the STATE BANK OF INDIA details of
all licenses for SERVICE PROVIDER Software and SERVICE
PROVIDER Third Party Software used in the provision
of the Services, including the terms of the software
license agreements. For the avoidance of doubt, the
STATE BANK OF INDIA shall be responsible for any costs
incurred in the transfer of licenses from the SERVICE
PROVIDER to the STATE BANK OF INDIA or to a Replacement
SERVICE PROVIDER provided such costs shall be agreed
Appendix-12a SLA-Endpoints and Support Services Page 139 of 144
in advance. Where transfer is not possible or not
economically viable the Parties will discuss
alternative licensing arrangements.
3. Within ……… month of receiving the software
license information as described above, the STATE BANK
OF INDIA shall notify the SERVICE PROVIDER of the
licenses it wishes to be transferred, and the SERVICE
PROVIDER shall provide for the approval of the STATE
BANK OF INDIA a draft plan for license transfer,
covering novation of agreements with relevant software
providers, as required. Where novation is not possible
or not economically viable the Parties will discuss
alternative licensing arrangements.
9. Transfer of Software 1. Wherein State Bank of India is the owner of the
software, ………. months prior to expiry or within …………
weeks’ notice of termination of this Agreement the
SERVICE PROVIDER shall deliver, or otherwise certify
in writing that it has delivered, to the STATE BANK
OF INDIA a full, accurate and up to date version of
the Software including up to date versions and latest
releases of, but not limited to:
a. Source Code (with source tree) and associated documentation;
b. application architecture documentation and
diagrams;
c. release documentation for functional, technical and interface specifications;
d. a plan with allocated resources to handover code and design to new development and test teams (this
should include architectural design and code ‘walk-
through’);
e. Source Code and supporting documentation for
testing framework tool and performance tool;
f. test director database; g. test results for the latest full runs of the testing framework tool and performance tool on each
environment; and
10. Transfer of Documentation
1. ………. months prior to expiry or within ………..
weeks’ notice of termination of this Agreement the
SERVICE PROVIDER shall deliver to the STATE BANK OF
INDIA a full, accurate and up-to date set of
Documentation that relates to any element of the
Services as defined in ……………Annexure…….
11. Transfer of Service Management Process
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1. …………….. months prior to expiry or within …………..
weeks’ notice of termination of this Agreement the
SERVICE PROVIDER shall deliver to the STATE BANK OF
INDIA:
a. a plan for the handover and continuous delivery of the Service Desk function and allocate the
required resources;
b. full and up to date, both historical and
outstanding Service Desk ticket data including, but
not limited to:
1. Incidents;
2. Problems;
3. Service Requests;
4. Changes;
5. Service Level reporting data;
c. a list and topology of all tools and products associated with the provision of the Software and
the Services;
d. full content of software builds and server
configuration details for software deployment and
management; and
e. monitoring software tools and configuration.
12. Transfer of Knowledge Base
1. …….. months prior to expiry or within ………. Weeks
notice of termination of this Agreement the SERVICE
PROVIDER shall deliver to the STATE BANK OF INDIA a
full, accurate and up to date cut of content from the
knowledge base (or equivalent) used to troubleshoot
issues arising with the Services but shall not be
required to provide information or material which the
SERVICE PROVIDER may not disclose as a matter of
law.
13. Transfer of Service Structure
1. ……… months prior to expiry or within ……… week’s
notice of termination of this Agreement the SERVICE
PROVIDER shall deliver to the STATE BANK OF INDIA a
full, accurate and up to date version of the
following, as a minimum:
a. archive of records including:
1. Questionnaire Packs;
2. project plans and sign off;
3. Acceptance Criteria; and
4. Post Implementation Reviews.
b. programme plan of all work in progress currently accepted and those in progress;
c. latest version of documentation set;
Appendix-12a SLA-Endpoints and Support Services Page 141 of 144
d. Source Code (if appropriate) and all
documentation to support the services build tool
with any documentation for ‘workarounds’ that have
taken place;
e. Source Code, application architecture
documentation/diagram and other documentation;
f. Source Code, application architecture
documentation/diagram and other documentation for
Helpdesk; and
g. project plan and resource required to hand
Service Structure capability over to the new team.
14. Transfer of Data
1. In the event of expiry or termination of this
Agreement the SERVICE PROVIDER shall cease to use the
STATE BANK OF INDIA Data and, at the request of the
STATE BANK OF INDIA, shall destroy all such copies of
the STATE BANK OF INDIA Data then in its possession
to the extent specified by the STATE BANK OF INDIA.
2. Except where, pursuant to paragraph 14.1 above,
the STATE BANK OF INDIA has instructed the SERVICE
PROVIDER to destroy such STATE BANK OF INDIA Data as
is held and controlled by the SERVICE PROVIDER, ……..
months prior to expiry or within ……….. month of
termination of this Agreement, the SERVICE PROVIDER
shall deliver to the STATE BANK OF INDIA:
a. An inventory of the STATE BANK OF INDIA Data held and controlled by the SERVICE PROVIDER, plus any
other data required to support the Services;
and/or
b. a draft plan for the transfer of the STATE BANK OF INDIA Data held and controlled by the SERVICE
PROVIDER and any other available data to be
transferred.
15. Training Services on Transfer
1. The SERVICE PROVIDER shall comply with the STATE
BANK OF INDIA’s reasonable request to assist in the
identification and specification of any training
requirements following expiry or termination. The
purpose of such training shall be to enable the STATE
BANK OF INDIA or a Replacement SERVICE PROVIDER to
adopt, integrate and utilize the Data and Assets
transferred and to deliver an equivalent service to
that previously provided by the SERVICE PROVIDER.
2. The provision of any training services and/or
deliverables and the charges for such services and/or
deliverables shall be agreed between the parties.
3. Subject to paragraph 15.2 above, the SERVICE
PROVIDER shall produce for the STATE BANK OF INDIA’s
consideration and approval ……….. months prior to expiry
Appendix-12a SLA-Endpoints and Support Services Page 142 of 144
or within …………… Working Days of issue of notice of
termination:
a. A training strategy, which details the required courses and their objectives;
b. Training materials (including assessment
criteria); and
c. a training plan of the required training
events.
4. Subject to paragraph 15.2 above, the SERVICE
PROVIDER shall schedule all necessary resources to
fulfil the training plan, and deliver the training as
agreed with the STATE BANK OF INDIA.
5. SERVICE PROVIDER shall provide training courses
on operation of licensed /open source software product
at STATE BANK OF INDIA’s ………………. Premises, at such
times, during business hours as STATE BANK OF INDIA may
reasonably request. Each training course will last for
…………hours. STATE BANK OF INDIA may enroll up to …………..
of its staff or ………….. employees of the new/replacement
service provider in any training course, and the
SERVICE PROVIDER shall provide a hard copy of the
Product (licensed or open sourced) standard training
manual for each enrollee. Each training course will be
taught by a technical expert with no fewer than …………….
Years of experience in operating ……………….. software
system. SERVICE PROVIDER shall provide the ………………….
training without any additional charges.
16. Transfer Support Activities
1. ………….. months prior to expiry or within
…………..Working Days of issue of notice of termination,
the SERVICE PROVIDER shall assist the STATE BANK OF
INDIA or Replacement SERVICE PROVIDER to develop a
viable exit transition plan which shall contain details
of the tasks and responsibilities required to enable
the transition from the Services provided under this
Agreement to the Replacement SERVICE PROVIDER or the
STATE BANK OF INDIA, as the case may be.
2. The exit transition plan shall be in a format to
be agreed with the STATE BANK OF INDIA and shall
include, but not be limited to:
a. a timetable of events; b. resources; c. assumptions; d. activities; e. responsibilities; and f. risks.
3. The SERVICE PROVIDER shall supply to the STATE
BANK OF INDIA or a Replacement SERVICE
Appendix-12a SLA-Endpoints and Support Services Page 143 of 144
PROVIDER specific materials including but not limited
to:
a. Change Request log;
b. entire back-up history; and
c. dump of database contents including the
Asset Register, problem management system and
operating procedures. For the avoidance of doubt
this shall not include proprietary software tools
of the SERVICE PROVIDER which are used for project
management purposes generally within the SERVICE
PROVIDER's business.
4. The SERVICE PROVIDER shall supply to the STATE
BANK OF INDIA or a Replacement SERVICE PROVIDER
proposals for the retention of Key Personnel for the
duration of the transition period.
5. On the date of expiry the SERVICE PROVIDER shall
provide to the STATE BANK OF INDIA refreshed versions
of the materials required under paragraph 16.3 above
which shall reflect the position as at the date of
expiry.
6. The SERVICE PROVIDER shall provide to the STATE
BANK OF INDIA or to any Replacement SERVICE PROVIDER
within ……………….Working Days of expiry or termination a
full and complete copy of the Incident log book and all
associated documentation recorded by the SERVICE
PROVIDER during the …………… months prior to the date of
expiry or termination.
7. The SERVICE PROVIDER shall provide for the
approval of the STATE BANK OF INDIA a draft plan to
transfer or complete work-in-progress at the date of
expiry or termination.
17. Use of STATE BANK OF INDIA Premises
1. Prior to expiry or on notice of termination of
this Agreement, the SERVICE PROVIDER shall provide for
the approval of the STATE BANK OF INDIA a draft plan
specifying the necessary steps to be taken by both the
SERVICE PROVIDER and the STATE BANK OF INDIA to ensure
that the STATE BANK OF INDIA’s Premises are vacated by
the SERVICE PROVIDER.
2. Unless otherwise agreed, the SERVICE PROVIDER
shall be responsible for all costs associated with the
SERVICE PROVIDER’s vacation of the STATE BANK OF
INDIA’s Premises, removal of equipment and furnishings,
redeployment of SERVICE PROVIDER Personnel, termination
of arrangements with Subcontractors and service
contractors and restoration of the STATE BANK OF INDIA
Premises to their original condition (subject to a
reasonable allowance for wear and tear).
Appendix-12a SLA-Endpoints and Support Services Page 144 of 144
IN WITNESS WHEREOF, the parties hereto have caused this
annexure to be executed by their duly authorized
representatives as of ……………..day of ……………...
State Bank of India Service
Provider
By:
By:
Name: Name:
Designation:
Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 1 of 118
AGREEMENT FOR
(i) Annual Technical Support
(ii) Managed Support Service
BETWEEN
STATE BANK OF INDIA
AND
------------------------------
Date of Commencement :
Date of Expiry:
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 2 of 118
CONTENTS
1 Definition & Interpretation 3
2 Scope of Work 9
3 Fees /Rates 9
4 Liabilities/Obligation 11
5 Representations & Warranties 12
6 General Indemnity 15
7 Contingency Plans 15
8 Transition Requirement 16
9 Liquidated Damages 16
10 Relationship Between the Parties 16
11 Sub Contracting 17
12 Intellectual Property Rights 18
13 Inspection and Audit 18
14 Security and Confidentiality 19
15 Ownership 21
16 Termination Clause 22
17 Dispute Redressal Mechanism & Governing Law 24
18 Power to Avry or Omit Work 25
19 No Waiver of Bank’s Rights or Service Provider’s Liability 26
20 Limitation of Liability 26
21 Force Majeure 27
22 Notices 27
23 General Terms & Conditions 28
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 3 of 118
This Agreement made at Mumbai on this ------------day of ………… between:
STATE BANK OF INDIA, constituted under the State Bank of India Act, 1955, having its Corporate
Centre at State Bank Bhavan, Madame Cama Road, Nariman Point, Mumbai-400021, India and
having its Global IT Centre at Plot No. 9, 10,11, Sector – 11, CBD Belapur, Navi Mumbai 400614
through its ATM (I&S) Department hereinafter referred to as “the Bank” (which expression shall,
unless it be repugnant to the context or meaning thereof, be deemed to mean and include its
successors in title and assigns) of one Part)
AND
……………………….---, a Company incorporated under the Companies Act, 1956 having its
registered office at and having its Managed Services Centre at ……………….. and hereinafter
referred to as “Service Provider or Service Provider (SP)”, which expression shall mean to include its
successors in title and permitted assigns) of the Other Part:
WHEREAS
(i) The Bank is desirous of availing (i) Annual Technical Support and (ii) Managed
Support services for Endpoints (CDs/ATMs/CDMs/Cash Recyclers)____________ ;
(ii) The Service Provider is in the business of providing (i) Annual Technical Support and
(ii) Managed Support Services to the Endpoints_(CDs/ATMs/CDMs/Cash
Recyclers)____________ and has agreed to provide the services as may be
required by the Bank mentioned in the Request of Proposal (RFP) No.
_____________ dated _____________issued by the Bank, referred hereinafter as a
“RFP” , it’s amendment thereon and same shall be part of this Agreement.
NOW THEREFORE, in consideration of the mutual covenants, undertakings and conditions set forth
below, and for other valid consideration the acceptability and sufficiency of which are hereby
acknowledged, the Parties hereby agree to the following terms and conditions hereinafter contained
1. DEFINITION & INTERPRETATION
1.1 Definition
Certain terms used in this Agreement are defined hereunder. Other terms used in this
Agreement are defined where they are used and have the meanings there indicated.
Unless otherwise specifically defined, those terms, acronyms and phrases in this
Agreement that are utilized in the information technology services industry or other
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 4 of 118
pertinent business context shall be interpreted in accordance with their generally
understood meaning in such industry or business context, unless the context otherwise
requires/mentions, the following definitions shall apply:
A. ‘The Bank’ shall mean the State Bank of India (including domestic branches and foreign
offices) and subsidiaries
B. “Confidential Information” shall have the meaning set forth in Clause 14.
C. “Deficiencies” shall mean non satisfactory outcome of the Services which has resulted
in deviation from the desired outcome and has thereby cause loss to a party of this
Agreement.
D. “Intellectual Property Rights” shall mean, on a worldwide basis, any and all: (a) rights
associated with works of authorship, including copyrights &moral rights; (b) Trade
Marks; (c) trade secret rights; (d) patents, designs, algorithms and other industrial
property rights; (e) other intellectual and industrial property rights of every kind and
nature, however designated, whether arising by operation of law, contract, license or
otherwise; and (f) registrations, initial applications, renewals, extensions, continuations,
divisions or reissues thereof now or hereafter in force (including any rights in any of the
foregoing).
E. “Project Cost” means the price payable to the Service Provider under the Agreement for
the full and proper performance of its contractual obligations.
F. “Request for Proposal (RFP)” shall mean RFP NO. _____________ dated
_____________ along with its clarifications/ corrigenda issued by the Bank time to time.
G. “Root Cause Analysis Report” shall mean a report addressing a problem or non-
conformance, in order to get to the ‘root cause’ of the problem, which thereby assists in
correcting or eliminating the cause, and prevent the problem from recurring.
H. ‘Services’ shall mean and include the Services offered by Service Provider under this
Agreement more particularly described in Clause 2 of this Agreement.
I. “Equipment/Endpoint / Terminal / ATM / Machine means all the hardware (Automate Teller
Machine, Cash Dispenser, Cash Deposit Machine, Cash Recycler, Smart ATM, Self-Service
Kiosk, Multi-functional Kiosk.), its all components, peripheral apparatus, associated
software, firmware, operating software, Software Agent(s) which is the Service Provider is
required to supply to the Bank as per the RFP
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J. VIP Endpoints : are those endpoints which have been installed at Prime/ VIP/ High-hit
locations like Airports, Intouch Branches, E-corners/ e-lobby, Railway/ Metro Stations,
Shopping Malls, Market Areas, Tech Parks, Important/ main Bank Branches or any other
location as identified by the Circles. Bank shall identify specific endpoints not exceeding
20% of the endpoints at the whole Bank level as ‘VIP Endpoints’ The list of VIP Endpoints
can be reviewed by the Bank at Quarterly intervals
.
K. Regular Endpoints : are all the other endpoints not included in the VIP category.
L. Services” means ancillary to the supply of the equipment and development of the solution
such as testing, transportation, transit insurance, installation, commissioning, customization,
integration, provision of technical assistance, training, certifications, auditing, maintenance,
its support, troubleshooting and other such obligations of the Service Provider. “Endpoint
Services” or “Managed Services” or “Endpoint Managed Services” or Endpoint Managed
Support Services means the Services provided by Service Provider under this
Agreement.
M. “ATM/Endpoint Loss” means a single occurrence of the loss of any amount of valuables from
the single endpoint The amount of Endpoint Loss is the face value of the Currency, plus the
reasonable cost of reconstructing the negotiable instruments or other items of value
(including re-issuance and stop-payment fees), stolen, lost or destroyed as a direct result of
the occurrence. Endpoint losses do not include any loss of valuables occurring outside the
immediate physical proximity of the Endpoint, including but not limited to losses occurring
while such valuables are in transit or similar location. The amount of an Endpoint Loss does
not include the face value of stolen, lost or destroyed negotiable instruments or other items of
value, or any loss of any nature to the extent such loss results from (a) Endpoint equipment
malfunction; (b) Bank’s mistakes in verification; (c) the failure of Bank’s customers to
properly seal deposit envelopes; (d) deposit envelopes or deposits opened by Bank and
found to contain an incorrect amount; (e) access by third persons, whether authorized or
unauthorized, unless Bank and Service Provider agree that such access was made possible
by the negligent or intentional act or omission of Service Provider (f) the fraudulent use of
fake magnetic debit and credit cards by third parties; (g) currency dispensed due to
fraudulent instruction manually or electronically transmitted to the ATM (h) burglary; (i)
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damage from breakage (j) vandalism, and/or (k) discrepancies between the network reports
and ATM bill counter totals (in the event of such discrepancies, bill counter totals shall be
deemed conclusive)
N. “Endpoint Loss Liability Limit” means the maximum amount of Service Provider’s liability for a
Endpoint Loss. The Endpoint Loss Liability Limit is Rs.75,00,000/- (Rupees Seventy Five
Lakhs only) per incident per Endpoint.
O. “Currency” means cash in the Endpoint.
P. L. “BANK Preventable Call” means a Service call, which could have been avoided, had Bank
properly undertaken Bank’s obligations hereunder. Bank Preventable Calls include, but are
not limited to, calls for FLM to replenish supplies, because Bank (or a CIT directly contracted
by Bank) neglected to do so during normal business hours, at such locations where Managed
Services have not been availed of by Bank.
Q. “Days” means calendar days unless specified otherwise.
R. “Occurrence” means a single event or a series of related events resulting in a loss or losses.
S. “Response Time” means the interval between Bank’s call to Service Provider and Service
Provider’s arrival at the Endpoint.
T. “Annual Technical Support Services” or “Services” or “Endpoint Services” or “Managed
Services” or “Endpoint Managed Services” or Endpoint Support Managed Services means
the Services provided by Service Provider under this Agreement.
U. “Valuables” means Currency and, if Bank have contracted with Service Provider for deposit
pickup services, cheques deposited by Bank’s customer
V. “Business day” means a day which is not a 2nd& 4th Saturday, Sunday or Public Holiday
W. “Holiday” means any Bank holiday including but not limited to Independence Day, Republic
Day and Gandhi Jayanthi day.
X. Interpretations:
1.1.1 Reference to a person includes any individual, firm, body corporate, association
(whether incorporated or not) and authority or agency (whether government, semi
government or local).
1.1.2 The singular includes the plural and vice versa.
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1.1.3 Reference to any gender includes each other gender.
1.1.4 The provisions of the contents table, headings, clause numbers, italics, bold print and
underlining is for ease of reference only and shall not affect the interpretation of this
Agreement.
1.1.5 The Schedules, Annexures and Appendices to this Agreement shall form part of this
Agreement.
1.1.6 A reference to any documents or agreements (and, where applicable, any of their
respective provisions) means those documents or agreements as amended,
supplemented or replaced from time to time provided they are amended,
supplemented or replaced in the manner envisaged in the relevant documents or
agreements.
1.1.7 A reference to any statute, regulation, rule or other legislative provision includes any
amendment to the statutory modification or re-enactment or, legislative provisions
substituted for, and any statutory instrument issued under that statute, regulation,
rule or other legislative provision.
1.1.8 Any agreement, notice, consent, approval, disclosure or communication under or
pursuant to this Agreement is to be in writing.
1.1.9 The terms not defined in this agreement shall be given the same meaning as given to
them in the RFP. If no such meaning is given technical words shall be understood in
technical sense in accordance with the industrial practices.
1.1.10 The headings or interpretation are inserted for convenience only and shall not affect
the construction of this Agreement.
1.1.11 The terms “hereof”, “herein”, “hereby”, “hereto” and derivative or similar words refer
to this entire Agreement or specified clauses of this Agreement, as the case may be.
1.1.12 Time is of the essence in the performance of the Parties' respective obligations. If
any time period specified herein is extended, such extended time shall also be of the
essence.
1.1.13 Reference to the word “include” or “including” shall be construed without limitation.
1.1.14 No Partnership: Nothing herein contained in this Agreement shall constitute or be
deemed to constitute a partnership between the Parties, and no Party shall hold
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himself/itself out as an agent for any other Party, except with the prior written consent
of the other Party.
1.1.15 Entire Agreement: This Agreement including all work orders, Exhibits, Annexures,
Appendix, RFP and other documents or communications incorporated herein,
represents the entire agreement for the services of covering Annual Technical
Support and Managed Support Services between the parties and supplements all
prior negotiations, understandings, and agreements, written or oral, relating to the
subject matter herein. In the event of any conflict of any matter between the
Agreement and its annexures/schedules/addenda/appendix/exhibit/RFP/RFP
amendments/corrigendum, the Bank’s decision shall be final in the matter.
Counterparts: This Agreement may be executed in any number of documents or
counterparts, each in the like form and all of which when taken together shall
constitute one and the same document, and both parties may execute this
Agreement by signing any one or more such documents or counterparts.
1.1.16 Variation: No variation of this Agreement shall be binding on any Party unless, and
to the extent that such variation is recorded in a written document executed by such
Party, but where any such document exists and is so signed such Party shall not
allege that such document is not binding by virtue of an absence of consideration.
1.1.17 Severability: If any provision of this Agreement is invalid, unenforceable or prohibited
by law, this Agreement shall be considered divisible as to such provision and such
provision shall be inoperative and shall not be part of the consideration moving from
either Party hereto to the other, and the remainder of this Agreement shall be valid,
binding and of like effect as though such provision was not included herein.
1.2 Commencement, Term & Change in Terms
1.2.1 This Agreement shall commence from its date of execution mentioned above/ deemed to have
commenced from _______ (Effective Date).
1.2.2 This Agreement shall be in force for a period of ______ year(s), unless terminated by the Bank
by notice in writing in accordance with the termination clauses of this Agreement.
1.2.3 The Bank shall have the right at its discretion to renew this Agreement in writing, for a further
term of 3 (three) years on the mutually agreed terms & conditions.
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2. SCOPE OF WORK
The scope and nature of the work which the Service Provider has to provide to the Bank is described
in Annexure-A.
3. FEES/RATES
3.1 Professional fees
3.1.1 Service Provider shall be paid fees and charges subject to deduction of income tax thereon
wherever required under the provisions of the Income Tax Act by the Bank.
3.1.2 All duties and taxes (excluding1 GST or other local taxes), if any, which may be levied, shall
be borne by the Service Provider and Bank shall not be liable for the same. All expenses, stamp duty
and other charges/ expenses in connection with execution of this Agreement shall be borne by
Service Provider.
3.1.3 Service Provider shall provide a clear description quantifying the service element and goods
element in the invoices generated by them.
3.2 Payments
3.2.1 Unless otherwise expressly agreed in writing, Bank shall pay Service Provider for Managed
Support Services and annual technical support services on a quarterly basis in arrears after Tax
Deduction at Source. The Quarterly Bills shall be accompanied by the SLA Report for verification by
the Bank’s authorities. Service Provider shall invoice Bank for per call for those services not included
in this Agreement. Service Provider shall provide appropriate invoices prior to each payment due
date. All invoices are payable within 30 days from the date of submission. Payment for the Services
shall be made by the respective Local Head Offices of the Bank. No advance payments shall be
made. All payments shall be made in Indian Rupees.
3.2.2 The invoices are required to be accompanied with the Management Centre Takeover
Certificate (only one for each Endpoint at the time of takeover of the Endpoint under Managed
Support Services, including the relocated Endpoints), SLA Report, Endpoint – wise Uptime report,.
Certificates/Reports shall be submitted with monthly bill separately for VIP and Regular ATMs.
1 Please determine the applicability of the taxes.
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3.2.3 The Bank may withhold payment of any charges that it disputes in good faith, and may set-off
penalty amount and any other amount which Service provider owes the Bank against charges
payable to Service provider under this Agreement.
3.3 Performance Guarantee and Penalties
3.3.1 Performance Bank Guarantee [PBG] of the amount 20 % of the proportionate Total Cost of
Ownership based on the Final reverse auction price (which shall be calculated and advised by the
Bank to Selected Bidder(s))with validity period of 7 years plus 3 months claim period, furnished
hereunder strictly on the format at Appendix-9 is to be submitted by the finally selected Bidder(s). The
PBG shall be issued by a Scheduled Commercial Bank other than SBI and needs to be submitted
within the specified time of receipt of formal communication from the Bank about their Bid finally
selected. Purchase Order will be released only after receipt of the Performance Bank Guarantee. In
case, SBI is the sole Banker for the Bidder, a Letter of Comfort from SBI may be accepted.
PBG is required to protect the interest of the Bank against the risk of non-performance or failure to
perform any obligation(s), either fully or partially, of the successful Bidder in respect of successful
implementation of the project under any of the agreement(s) pursuant to this RFP, which may
warrant invoking of PBG, also if any act of the supplier results in imposition of Liquidated Damages
then also the Bank reserves the right to invoke the PBG.
3.3.3 If at any time during performance of the contract, the Service Provider shall encounter
unexpected conditions impeding timely completion of the Services under the Agreement and
performance of the services, the Service Provider shall promptly notify the Bank in writing of the fact
of the delay, it’s likely duration and its cause(s). As soon as practicable, after receipt of the Service
Provider’s notice, the Bank shall evaluate the situation and may at its discretion extend the Service
Provider’s time for performance, in which case the extension shall be ratified by the Parties by
amendment of the Agreement.
3.3.4 Performance of the obligations under the Agreement shall be made by the Service Provider
in accordance with the time schedule specified in this Agreement.
3.3.5 The Service Provider shall be liable to pay penalty at the rate mentioned in Annexure-B in
respect of any delay beyond the permitted period in providing the Services.
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3.3.6 No penalty shall be levied in case of delay(s) in deliverables or performance of the contract
for the reasons not attributable to the Service Provider. On reaching the maximum of penalties
specified the Bank reserves the right to terminate the contract.
4. LIABILITIES/OBLIGATION
4.1 Bank’s Duties/Responsibilities
i. Processing and Authorising Invoices
ii. Bank is responsible for initially determining that the Endpoint require service and shall
follow the service request procedures as may be mutually decided by placing orders.
iii. Bank represents and warrants that at no time shall Bank permit Valuables in excess of the
Endpoints Loss Liability Limit to be placed in any Endpoint.
4.2 Service Provider Duties
4.2.1 Service Delivery responsibilities
4.2.1.1 To adhere to the service levels documented in this Agreement using state-of-the-art methods
and economic principles and exercising all means available to achieve the performance
specified in the Contract.
4.2.1.2 The Service Provider will abide by the job safety measures prevalent in India and will free the
Bank from all demands or responsibilities arising from accidents or loss of life, the cause of
which is the Service Provider’s negligence. The Service Provider will pay all indemnities
arising from such incidents and will not hold the Bank responsible or obligated.
4.2.1.3 The Service Provider is responsible for managing the activities of its personnel or sub-
contracted personnel (where permitted) and will hold itself responsible for any
misdemeanors.
4.2.1.4 Service provider, if permitted to sub-contract, shall ensure that Service provider personnel
and its subcontractors will abide by all reasonable directives issued by the Bank, including
those set forth in the Bank’s then-current standards, policies and procedures (to the extent
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applicable), all on-site rules of behaviour, work schedules, security procedures and other
standards, policies and procedures as established by the Bank from time to time.
4.2.2 Security Responsibility
To maintain the confidentiality of the Bank's resources and other intellectual property
rights.The Service Provider shall treat as confidential all data and information about SBI,
obtained in the process of executing its responsibilities, in strict confidence and will not reveal
such information to any other party without prior written approval of the Bank as explained
under ‘Non-Disclosure Agreement’ in Annexure-G of this document.
5. REPRESENTATIONS & WARRANTIES
5.1 Each of the Parties represents and warrants in relation to itself to the other that:
5.1.1 It has all requisite corporate power and authority to execute, deliver and perform its
obligations under this Agreement and has been fully authorized through applicable corporate
process to do so.
5.1.2 The person(s) signing this Agreement on behalf of the Parties have the necessary
authority and approval for execution of this document and to bind his/their respective
organization for due performance as set out in this Agreement. It has all necessary statutory
and regulatory permissions, approvals and permits for the running and operation of its
business.
5.1.3 It has full right, title and interest in and to all software, copyrights, trade names,
trademarks, service marks, logos symbols and other proprietary marks (collectively ‘IPR’)
(including appropriate limited right of use of those owned by any of its Service Providers,
affiliates or subcontractors) which it provides to the other Party, for use related to the
Services to be provided under this Agreement, and that any IPR provided by a Party does
not infringe the IPR status of any third party.
5.1.4 It will provide such cooperation as the other Party reasonably requests in order to
give full effect to the provisions of this Agreement.
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5.1.5 The execution and performance of this Agreement by either of the Parties does not
and shall not violate any provision of any of the existing Agreement with any of the party and
any other third party.
5.2 Additional Representation and Warranties by Service Provider
5.2.1 The Service Provider shall perform the Services and carry out its obligations under
the Agreement with due diligence, efficiency and economy, in accordance with generally
accepted techniques and practices used in the industry and with professional standards
recognized by international professional bodies and shall observe sound management
practices. It shall employ appropriate advanced technology and safe and effective
equipment, machinery, material and methods.
5.2.2 The Service Provider has the requisite technical and other competence, sufficient,
suitable, qualified and experienced manpower/personnel and expertise in providing the
Services to the Bank.
5.2.3 The Service Provider shall duly intimate to the Bank immediately, the changes, if any
in the constitution of the Service Provider.
5.2.4 The services and products provided by the Service Provider to the Bank do not
violate or infringe any patent, copyright, trademarks, trade secrets or other intellectual
property rights of any third party.
5.2.5 The Service provider shall ensure that all persons, employees, workers and other
individuals engaged by or sub-contracted by the Service Provider in rendering the Services
under this Agreement have undergone proper background check, police verification and
other necessary due diligence checks to examine their antecedence and ensure their
suitability for such engagement. No person shall be engaged by the Service provider unless
such person is found to be suitable in such verification and the Service Provider shall retain
the records of such verification and shall produce the same to the Bank as and when
requested.
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5.2.6 Service Provider warrants that the software deployed/ upgraded as a part of this
Agreement is free from malware, free from any obvious bugs, and free from any covert
channels in the code (of the versions of the applications/software being delivered as well as
any subsequent versions/modifications done) and free from OWASP vulnerabilities of
applications/software arising out of faulty design, workmanship, etc. during the service
period.
5.2.7 Service Provider represents and warrants that its personnel shall be present at the
Bank premises or any other place as the bank may direct, only for the Services and follow all
the instructions provided by the Bank; act diligently, professionally and shall maintain the
decorum and environment of the Bank; comply with all occupational, health or safety policies
of the Bank.
5.2.8 Service Provider shall be responsible for compliance with all laws, rules, regulations,
orders, notifications, and directions applicable in respect of its personnel (including, but not
limited to, the Contract Labour (Prohibition and Regulation) Act 1986, the Payment of
Bonuses Act 1965, the Minimum Wages Act 1948, the Employees' Provident Fund Act 1952,
and the Workmen’s Compensation Act 1923, and shall maintain all proper records, including,
but not limited to, accounting records required under the Applicable Laws, or any code,
practice or corporate policy applicable to it from time to timeand also hold the Bank harmless
from any loss, expense, damage or personal injury, death and any claim for payment of
compensation of its employees, salary, retirement benefits, or any other fringe benefits
asserted by an employee of Service Provider, arising out of Service Provider’s performance
of Services hereunder.
5.2.9 During the contract period, if any software or any component thereof is supplied by
Service Provider is inoperable or suffers degraded performance, Service provider shall, at
the Bank’s request, promptly replace the software or specified component with new software
of the same type and quality. Such replacement shall be accomplished without any adverse
impact on the Bank’s operations within agreed time frame and without any additional cost to
the Bank.
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6. GENERAL INDEMNITY
6.1 Service Provider agrees and hereby keeps the Bank indemnified against all claims, actions,
loss, damages, reputation loss, costs, expenses, charges, including legal expenses (Attorney,
Advocates fees included) which the Bank may suffer or incur on account of any deficiency in Services
rendered by Service Provider or breach of any obligations mentioned in clause 5 hereinabove,
including without limitation, breach of confidentiality obligations or any acts of commission / omission
on the part of employees, agents, representatives or Sub-Contractors of Service Provider. Service
Provider agrees to make good the loss suffered by the Bank.
6.2 Service provider further undertakes to promptly notify the Bank in writing any breach of
obligation of the Agreement by its employees or representatives including confidentiality obligation
and in such an event, the Bank will in addition to and without prejudice to any other available
remedies be entitled to immediate equitable relief in a Court of competent jurisdiction to protect its
interest including injunctive relief.
6.3 The Service provider shall indemnify and keep fully and effectively indemnified the Bank
against any fine or penalty levied on the Bank for improper payment of tax for the reasons attributable
to the Service Provider.
6.4 The Service Provider hereby undertakes the responsibility to take all possible measures, at
no additional cost, to avoid or rectify any issues which thereby results in non-performance of
software/ hardware/ deliverables within reasonable time. The Bank shall report as far as possible all
material defects to the Service Provider without undue delay. The Service Provider also undertakes
to co-operate with other service providers thereby ensuring expected performance covered under
scope of work.
7. CONTINGENCY PLANS
The Service Provider shall arrange and ensure proper Data Recovery Mechanism, Attrition Plan and
other contingency plans to meet any unexpected obstruction to the service provider or any
employees or sub-contractors of the service provider in rendering the Services or any part of the
same under this Agreement to the Bank. The Service Provider at Banks discretion shall co-operate
with the Bank in case on any contingency.
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8. TRANSITION REQUIREMENT
In the event of failure of the Service Provider to render the Services or in the event of termination of
Agreement or expiry of term or otherwise, without prejudice to any other right, the Bank at its sole
discretion may make alternate arrangement for getting the Services contracted with another Service
Provider. In such case, the Bank shall give prior notice to the existing Service Provider. The existing
Service Provider shall continue to provide services as per the terms of contract until a ‘New Service
Provider’ completely takes over the work. During the transition phase, the existing Service Provider
shall render all reasonable assistances to the new Service Provider within such period prescribed by
the Bank, at no extra cost to the Bank, for ensuring smooth switch over and continuity of Services.
The Transition Plan is given at Annexure H where duties and responsibilities of the service provider
is given.
9. LIQUIDATED DAMAGES
If the Service Provider fails to perform the services within the stipulated time schedule as
specified in Contract, the Bank may, without prejudice to its other remedies under the Contract,
and unless otherwise extension of time is agreed upon without the application of Liquidated
Damages, deduct from the Contract Price. Once the maximum deduction is reached, the Bank
may consider termination of the Contract.
10. RELATIONSHIP BETWEEN THE PARTIES
10.1 It is specifically agreed that the Service Provider shall act as independent service provider
and shall not be deemed to be the Agent of the Bank except in respect of the transactions/services
which give rise to Principal - Agent relationship by express agreement between the Parties.
10.2 Neither the Service Provider nor its employees, agents, representatives, Sub-Contractors
shall hold out or represent as agents of the Bank.
10.3 None of the employees, representatives or agents of Service Provider shall be entitled to
claim any absorption or any other claim or benefit against the Bank.
10.4 This Agreement shall not be construed as joint venture. Each Party shall be responsible for
all its obligations towards its respective employees. No employee of any of the two Parties shall
claim to be employee of other Party.
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10.5 All the obligations towards the employees of a Party including that on account of personal
accidents occurred while working in the premises of the other Party shall be with the respective
employer and not on the Party in whose premises the accident occurred.
11. SUB CONTRACTING
11.1 Service provider has to obtain written permission from the LHO/Circle of the Bank
before contracting any work to subcontractors. The LHO/Circle of the Bank at its own
discretion may permit or deny the same.
11.2 In case of subcontracting permitted, Service Provider is responsible for all the
Services provided to the Bank regardless of which entity is conducting the
operations. Service Provider is also responsible for ensuring that the sub-contractor
comply with all security/confidentiality requirements and other terms and conditions
as applicable to Service Provider mentioned in this Agreement. Bank reserves the
right to conduct independent audit in this regard.
11.3 Before engaging Sub-Contractor, the Service Provider shall carry out due diligence
process on sub-contracting/ sub-contractor to the satisfaction of the Bank and Bank
shall have access to such records.
11.4 In the event of sub-contracting, the Service Provider shall ensure that suitable
documents including confidentiality agreement are obtained from the sub-contractor
and the Service Provider shall ensure that the secrecy, security and safety of Bank’s
data / processes is maintained.
11.5 Service Provider shall provide subcontracting details to the Bank and if required,
Bank may evaluate the same. Notwithstanding approval of the Bank for sub-
contracting, the Service Provider shall remain liable to the Bank for all acts/omissions
of sub-contractors. Further, Bank reserves the right to call regular meetings of
all/specific contractors during the tenure of the contract. Service Provider shall
incorporate suitable clause in respect hereof all contracts/subcontracts executed with
such subcontractors/outsourced agents.
11.6 The Bank reserves the right to ask Service Provider and Service provider shall
change/ amend the clause(s) entered between Service Provider and Subcontractor
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for Bank’s suitability.
12. INTELLECTUAL PROPERTY RIGHTS
12.1 For any technology / software / product used/supplied by Service Provider for performing
Services for the Bank as part of this Agreement, Service Provider shall have right to use as well as
right to license such technology/ software / product. Any license or IPR violation on the part of
Service provider shall not put the Bank at risk.
12.2 Without the Bank’s prior written approval, Service provider will not use or incorporate in
performing the Services link to or call or depend in any way upon, any software or other intellectual
property that is subject to an Open Source or Copy left license or any other agreement that may give
rise to any third-party claims or to limit the Bank’s rights under this Agreement.
12.3 Service Provider shall, at their own expenses without any limitation, indemnify and keep fully
and effectively indemnified the Bank against all costs, claims, damages, demands, expenses and
liabilities whatsoever nature arising out of or in connection with all claims of infringement of trade
mark, patent, copyright, industrial design or any other Intellectual Property Rights of any third party
arising from the Services or use of the technology / software / products or any part thereof in India or
abroad.
12.4 The Service Provider shall expeditiously extinguish any such claims and shall have full rights to
defend itself there from. If the Bank is required to pay compensation to a third party resulting from
such infringement(s), the Service Provider shall be fully responsible therefore, including all expenses
and court and legal fees.
12.5 The Bank will give notice to Service Provider of any such claim without delay/provide
reasonable assistance to Service Provider in disposing of the claim, and will at no time admit to any
liability for or express any intent to settle the claim.
13. INSPECTION AND AUDIT
13.1 It is agreed by and between the parties that the Service Provider shall get itself annually
audited by internal/external empanelled Auditors appointed by the Bank/ inspecting official from the
Reserve Bank of India or any regulatory authority, covering the risk parameters finalized by the Bank/
such auditors in the areas of products (IT hardware/ software) and services etc. provided to the Bank
and the Service Provider shall submit such certification by such Auditors to the Bank. The Service
Provider and or his / their outsourced agents / sub – contractors (if allowed by the Bank) shall
facilitate the same. The Bank can make its expert assessment on the efficiency and effectiveness of
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the security, control, risk management, governance system and process created by the Service
Provider. The Service Provider shall, whenever required by such Auditors, furnish all relevant
information, records/data to them. All costs for such audit shall be borne by the Bank.
13.2 Where any deficiency has been observed during audit of the Service Provider on the risk
parameters finalized by the Bank or in the certification submitted by the Auditors, it is agreed upon by
the Service Provider that it shall correct/ resolve the same at the earliest and shall provide all
necessary documents related to resolution thereof and the auditor shall further certify in respect of
resolution of the deficiencies. It is also agreed that the Service Provider shall provide certification of
the auditor to the Bank regarding compliance of the observations made by the auditors covering the
respective risk parameters against which such deficiencies observed.
13.3 Service Provider further agrees that whenever required by the Bank, it will furnish all relevant
information, records/data to such auditors and/or inspecting officials of the Bank/ Reserve Bank of
India and or any regulatory authority required for conducting the audit. The Bank reserves the right to
call and/or retain for any relevant material information / reports including audit or review reports
undertaken by the Service Provider (e.g., financial, internal control and security reviews) and findings
made on the Service Provider in conjunction with the services provided to the Bank.
14. SECURITY AND CONFIDENTIALITY
14.1 “Confidential Information” mean all information which is material to the business operations of
either party or its affiliated companies, in any form including, but not limited to, proprietary information
and trade secrets, whether or not protected under any patent, copy right or other intellectual property
laws, in any oral, photographic or electronic form, whether contained on computer hard disks or
floppy diskettes or otherwise without any limitation whatsoever. Without prejudice to the generality of
the foregoing, the Confidential Information shall include all information about the party and its
customers, costing and technical data, studies, consultants reports, financial information, computer
models and programs, software, contracts, drawings, blue prints, specifications, operating
techniques, processes, models, diagrams, data sheets, reports and other information with respect to
any of the foregoing matters. All and every information received by the parties and marked
confidential hereto shall be assumed to be confidential information unless otherwise proved. It is
further agreed that the information relating to the Bank and its customers is deemed confidential
whether marked confidential or not.
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14.2 All information relating to the accounts of the Bank’s customers shall be confidential information,
whether labeled as such or otherwise.
14.3 All information relating to the infrastructure and Applications (including designs and processes)
shall be deemed to be Confidential Information whether labeled as such or not. Service Provider
personnel/resources responsible for the project are expected to take care that their representatives,
where necessary, have executed a Non-Disclosure Agreement similar to the provisions of the Non-
Disclosure Agreement signed between the Bank and Service Provider.
14.4 Each party agrees that it will not disclose any Confidential Information received from the other
to any third parties under any circumstances without the prior written consent of the other party
unless such disclosure of Confidential Information is required by law, legal process or any order of
any government authority. Service Provider in this connection, agrees to abide by the laws especially
applicable to confidentiality of information relating to customers of Banks and the banks per-se, even
when the disclosure is required under the law. In such event, the Party must notify the other Party
that such disclosure has been made in accordance with law; legal process or order of a government
authority.
14.5 Each party, including its personnel, shall use the Confidential Information only for the purposes
of achieving objectives set out in this Agreement. Use of the Confidential Information for any other
purpose shall constitute breach of trust of the same.
14.6 Each party may disclose the Confidential Information to its personnel solely for the purpose of
undertaking work directly related to the Agreement. The extent of Confidential Information disclosed
shall be strictly limited to what is necessary for those particular personnel to perform his/her duties in
connection with the Agreement. Further each party shall ensure that each personnel representing the
respective party agree to be bound by the terms of this Agreement.
14.7 The non-disclosure obligations herein contained shall not be applicable only under the
following circumstances:
(i) Where Confidential Information comes into the public domain during or after the date of
this Agreement otherwise than by Disclosure by a Party in breach of the terms hereof.
(ii) Where any Confidential Information was disclosed after receiving the written consent of
the other Party.
(iii) Where if a Party is requested or required by law or by any Court or governmental
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agency or authority to disclose any of the confidential information, then that Party will
provide the other party with prompt notice of such request or requirement prior to such
disclosure.
(iv) Where any Confidential Information was received by the Party from a third party which
does not have any obligations of confidentiality to the other Party.
14.8 Service Provider shall abide with the Bank’s IT and IS policy in key concern areas relevant to
the project. Specific requirements will be shared as and when required.
14.9 Service Provider shall ensure to filter all phishing / spamming / overflow attacks in order to
ensure availability and integrity on continuous basis.
14.10 The Service Provider shall not, without the Bank’s prior written consent, make use of any
document or information received from the Bank except for purposes of performing the services and
obligations under this Agreement.
14.11 Any document received from the Bank shall remain the property of the Bank and shall be
returned (in all copies) to the Bank on completion of the Service Provider’s performance under the
Agreement.
14.12 Upon expiration or termination of the Agreement and on all amounts as due and payable to
Service Provider under the Agreement having been received by Service Provider, all proprietary
documents, software documentation, programs partially or wholly completed, or materials which are
directly related to any project under the Agreement shall be delivered to the Bank or at the Bank’s
written instruction destroyed, and no copies shall be retained by Service provider without the Bank’s
written consent.
15. OWNERSHIP
15.1 Service provider agrees that the Bank owns the entire right, title and interest to any inventions,
designs, discoveries, writings and works of authorship, including all intellectual property rights,
copyrights. Any work made under this Agreement shall be deemed to be ‘work made for hire’ under
any Indian/U.S. or any other applicable copyright laws.
15.2 The Intellectual Property Rights on the software code, copyright and source code for various
applications/ interfaces developed under this Agreement, and any other component/ framework/
middleware used/ developed as pre-built software assets to deliver the solution, shall belong to the
Bank and the Bank shall have complete and unrestricted rights on such property. However, the
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service provider shall hold All Intellectual Property rights in any pre-built software per se, except for
those which have been assigned under this agreement.
15.3 All information processed by Service provider during software maintenance belongs to the
Bank. Service provider shall not acquire any other right in respect of the information for the license to
the rights owned by the Bank. Service provider will implement mutually agreed controls to protect the
information. Service provider also agrees that it will protect the information appropriately. Failure to
protect information may attract civil, criminal, or administrative penalties.
16. TERMINATION CLAUSE
16.1 Termination for Default:
The Bank, without prejudice to any other remedy for breach of Contract, by a written notice of
not less than 30 (thirty) days sent to the Vendor, may terminate the Contract in whole or in
part:
If the Vendor fails to deliver any or all of the Equipments/Software Solution and Services within
the period(s) specified in the Contract, or within any extension thereof granted by the Bank;
or
If the vendor fails to perform any other obligation(s) under the contract;
or
Laxity in adherence to standards laid down by the Bank;
or
Discrepancies/deviations in the agreed processes and/or Products/Software Solution;
or
Violations of terms and conditions stipulated in this Agreement.
16.2 In the event the Bank terminates the Contract in whole or in part for the breaches attributable
to the Vendor, the Bank may procure, upon such terms and in such manner as it deems
appropriate, Equipments, Software Solution and Services similar to those undelivered, and the
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Vendor shall be liable to the Bank for any increase in cost for such similar Equipments,
Software Solution and Services. However, the Vendor shall continue performance of the
Contract to the extent not terminated.
16.3 If the contract is terminated under any termination clause, the vendor shall handover all
documents/ executable/ Bank’s data or any other relevant information to the Bank in timely
manner and in proper format as per scope of this RFP and shall also support the orderly
transition to another vendor or to the Bank.
16.4 During the transition, the Vendor shall also support the Bank on technical queries/support on
process implementation or in case of software provision for future upgrades.
16.5 The Bank’s right to terminate the Contract will be in addition to the penalties / liquidated
damages and other actions as deemed fit.
16.6 In the event of failure of the Service Provider to render the Services or in the event of
termination of agreement or expiry of term or otherwise, without prejudice to any other right,
the Bank at its sole discretion may make alternate arrangement for getting the Services
contracted with another vendor. In such case, the Bank shall give prior notice to the existing
Service Provider. The existing Service Provider shall continue to provide services as per the
terms of contract until a ‘New Service Provider’ completely takes over the work. During the
transition phase, the existing Service Provider shall render all reasonable assistance to the
new Service Provider within such period prescribed by the Bank, at no extra cost to the Bank,
for ensuring smooth switch over and continuity of services. If existing vendor is breach of this
obligation, they shall be liable for paying a penalty of as per Annexure B on demand to the
Bank, which may be settled from the payment of invoices or Performance Bank Guarantee for
the contracted period or by invocation of Performance Bank Guarantee.
17 Termination for Insolvency:
The Bank may, at any time, terminate the Contract by giving written notice to the Vendor, if the
Vendor becomes Bankrupt or insolvent or any application for bankruptcy, insolvency or winding
up has been filed against it by any person. In this event, termination will be without compensation
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to the Vendor, provided that such termination will not prejudice or affect any right of action or
remedy, which has accrued or will accrue thereafter to the Bank.
18 Termination for Convenience:
The Bank, by written notice of not less than 90 (ninety) days sent to the Vendor, may terminate the
Contract, in whole or in part, at any time for its convenience. The notice of termination shall specify
that termination is for the Bank’s convenience, the extent to which performance of the Vendor under
the Contract is terminated, and the date upon which such termination becomes effective.
17. DISPUTE REDRESSAL MACHANISM & GOVERNING LAW
17.1 All disputes or differences whatsoever arising between the parties out of or in connection with
this Agreement (including dispute concerning interpretation) or in discharge of any obligation arising
out of the Agreement (whether during the progress of work or after completion of such work and
whether before or after the termination of this Agreement, abandonment or breach of this
Agreement), shall be settled amicably.
17.2 If the parties are not able to solve them amicably, either party (the Bank or Service Provider)
shall give written notice to other party clearly setting out there in, specific dispute(s) and/or
difference(s), and shall be referred to a sole arbitrator mutually agreed upon, and the award made in
pursuance thereof shall be binding on the parties.
17.3 In the absence of consensus about the single arbitrator, the dispute may be referred to an
arbitration panel; one to be nominated by each party and the said arbitrators shall nominate a
presiding arbitrator, before commencing the arbitration proceedings. The arbitration shall be settled in
accordance with the applicable Indian Laws.
17.4 Service Provider shall continue work under the Agreement during the arbitration proceedings,
unless otherwise directed by the Bank or unless the matter is such that the work cannot possibly be
continued until the decision of the arbitrator is obtained.
17.5 Arbitration proceeding shall be held at Mumbai, India and the language of the arbitration
proceedings and that of all documents and communications between the parties shall be in English.
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17.6 This Agreement shall be governed by laws in force in India. Subject to the arbitration clause
above, all disputes arising out of or in relation to this Agreement, shall be subject to the exclusive
jurisdiction of the courts at Mumbai only.
17.7 In case of any change in applicable laws that has an effect on the terms of this Agreement, the
Parties agree that the Agreement may be reviewed, and if deemed necessary by the Parties, make
necessary amendments to the Agreement by mutual agreement in good faith, in case of
disagreement obligations mentioned in this clause shall be observed.
18. POWERS TO VARY OR OMIT WORK
18.1 No alterations, amendments, omissions, additions, suspensions or variations of the work
(hereinafter referred to as variation) under the contract shall be made by the Service Provider except
as directed in writing by Bank. The Bank shall have full powers, subject to the provision herein after
contained, from time to time during the execution of the contract, by notice in writing to instruct the
Service Provider to make any variation without prejudice to the contract. The finally selected Bidder
shall carry out such variation and be bound by the same conditions as far as applicable as though the
said variations occurred in the contract documents. If any, suggested variations would, in the opinion
of the finally selected Bidder, if carried out, prevent him from fulfilling any of his obligations under the
contract, he shall notify Bank thereof in writing with reasons for holding such opinion and Bank shall
instruct the Service Provider to make such other modified variation without prejudice to the contract.
The finally selected Bidder shall carry out such variation and be bound by the same conditions as far
as applicable as though the said variations occurred in the contract documents. If the Bank confirms
its instructions, the Service Provider’s obligations shall be modified to such an extent as may be
mutually agreed, if such variation is substantial and involves considerable extra cost. Any agreed
difference in cost occasioned by such variation shall be added to or deducted from the contract price
as the case may be.
18.2 In any case in which the Service Provider has received instructions from the Bank as to the
requirements for carrying out the altered or additional substituted work which either then or later on,
will in the opinion of the finally selected Bidders, involve a claim for additional payments, such
additional payments shall be mutually agreed in line with the terms and conditions of the order.
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18.3 If any change in the work is likely to result in reduction in cost, the parties shall agree in writing
so as to the extent of change in contract price, before the finally selected Bidder(s) proceeds with the
change. In all the above cases, in the event of a disagreement as to the reasonableness of the said
sum, the decision of the Bank shall prevail.
19. NO WAIVER OF BANK RIGHTS OR SERVICE PROVIDER’S LIABILITY
Neither any payment sign-off/payment by the Bank for acceptance of the whole or any part of the
work, nor any extension of time/possession taken by the Bank shall affect or prejudice the rights of
the Bank against Service provider, or relieve Service Provider of their obligations for the due
performance of the Agreement, or be interpreted as approval of the work done, or create liability on
the Bank to pay for alterations/ amendments/ variations, or discharge the liability of Service Provider
for the payment of damages whether due, ascertained, or certified or not or any sum against the
payment of which they are bound to indemnify Bank nor shall any such certificate nor the acceptance
by them of any such paid on account or otherwise, affect or prejudice the rights of the Service
provider, against the Bank.
20. LIMITATION OF LIABILITY
20.1 For breach of any obligation mentioned in this agreement, subject to clause 20.3, in no event
Service Provider shall be liable for damages to the Bank arising under or in connection with this
agreement for an amount exceeding the total Project Cost.
20.2 Service Provider will ensure Bank’s data confidentiality and shall be responsible for liability
arising in case of breach of any kind of security and/or leakage of confidential customer/Bank’s
related information to the extent of loss so caused.
20.3 The limitations set forth in Clauses 20.1 shall not apply with respect to:
(i) claims that are the subject of indemnification pursuant to Clause 12,
(ii) damage(s) occasioned by the gross negligence or willful misconduct of Service
Provider,
(iii) damage(s) occasioned by Service Provider for breach of Clause 14,
(iv) Regulatory or statutory fines imposed by a Government or Regulatory agency for
non-compliance of statutory or regulatory guidelines applicable to the Bank,
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provided such guidelines were brought to the notice of Service Provider.
(v) when a dispute is settled by the Court of Law in India.
21. FORCE MAJEURE
21.1 Notwithstanding the provisions of terms and conditions contained in this RFP, the
Service Provider shall not be liable for forfeiture of its performance security, liquidated
damages, or termination for default, if any, and to the extent that the delay in
performance or other failure to perform its obligations under the Contract is the result of
an event of Force Majeure.
21.2 For the purposes of this clause, 'Force Majeure' means and includes wars,
insurrections, revolution, civil disturbance, riots, terrorist acts, public strikes, hartal,
bundh, fires, floods, epidemic, quarantine restrictions, freight embargoes, declared
general strikes in relevant industries, Vis Major Act of Government, impeding reasonable
performance of the Service Provider and / or Sub-Contractor but does not include any
foreseeable events, commercial considerations or those involving fault or negligence on
the part of the party claiming Force Majeure.
21.3 If a Force Majeure situation arises, the Service Provider shall promptly notify the
Bank in writing of such condition and the cause thereof. Unless otherwise directed by the
Bank in writing, the Service Provider shall continue to perform its obligations under the
Contract as far as is reasonably practical, and shall seek all reasonable alternative
means for performance not prevented by the Force Majeure event.
22. NOTICES
22.1 Any notice or other communication under this Agreement given by either party to the other
party shall be deemed properly given if in writing and;
i. When hand delivered during normal business hours of the recipient, acknowledgment
taken.
ii. If transmitted by facsimile during normal business hours of the recipient; proof of delivery
taken. A copy sent by registered mail/ first class courier, return receipt requested shall
follow all fax notices, to any Fax number of..................... Service provider’s office at
Mumbai, or any other place advised by Service provider to the Bank from time to time.
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iii. If mailed by registered mail/ first class courier, return receipt requested, within five
working days of posting, properly addressed and stamped with the required postage, to
the intended recipient at its address specified below its signature at the end of this
Agreement.
22.2 The Addresses for Communications to the parties are as under.
(a) In the case of the Bank
………………………..
………………………..
………………………..
………………………..
……………………….
(b) In case of Service Provider
……………………….
………………………..
………………………..
………………………..
22.3 In case there is any change in the address of one party, it shall be communicated in writing to
the other party with in …………… (days).
23. GENERAL TERMS & CONDITIONS
23.1 TRAINING: Service Provider shall train designated Bank officials on the configuration,
operation/ functionalities, maintenance, support & administration for software, application architecture
and components, installation, troubleshooting processes of the proposed …………………(services)
as mentioned in this Agreement.
23.2 PUBLICITY: Service Provider may make a reference of the services rendered to the Bank
covered under this Agreement on Service provider’s Web Site or in their sales presentations,
promotional materials, business plans or news releases etc., only after prior written approval from the
Bank.
23.3 SUCCESSORS AND ASSIGNS: This Agreement shall bind and inure to the benefit of the
parties, and their respective successors and permitted assigns.
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23.4 NON-HIRE AND NON-SOLICITATION: During the term of this Agreement and for a period of
one year thereafter, neither party shall (either directly or indirectly through a third party) employ, solicit
to employ, cause to be solicited for the purpose of employment or offer employment to any
employee/s or sub-contractor/s of the other party, or aid any third person to do so, without the specific
written consent of the other party. However nothing in this clause shall affect the Bank’s regular
recruitments as per its recruitment policy and not targeted to the employees of Service provider.
23.5 SEVERABILITY: The invalidity or unenforceability of any provision of this Agreement shall not
in any way effect, impair or render unenforceable this Agreement or any other provision contained
herein, which shall remain in full force and effect.
23.6 MODIFICATION: This Agreement may not be modified or amended except in writing signed by
duly authorized representatives of each party with express mention thereto of this Agreement.
23.7 ENTIRE AGREEMENT: This Agreement, including all Work orders, Exhibits, Annexures, RFP
and other documents or communications incorporated herein, represents the entire agreement for
the Services ___________ (short description of the service to be provided), between the parties and
supplements all prior negotiations, understandings and agreements, written or oral, relating to the
subject matter herein.
23.8 PRIVITY: Neither this Agreement nor any provision hereof is intended to confer upon any
person/s other than the Parties to this Agreement any rights or remedies hereunder.
23.9 EFFECTIVE DATE: This Agreement shall be effective from the date mentioned at the beginning
of this Agreement.
23.10 DUE AUTHORISATION: Each of the undersigned hereby represents to the other that she/ he
is authorized to enter into this Agreement and bind the respective parties to this Agreement.
23.11 COUNTERPART: This Agreement is executed in duplicate and each copy is treated as original
for all legal purposes.
23.12 Bank may conduct monthly or more frequent availability review meetings/ presentations at
Corporate Centre, Mumbai/ Local Head Offices (LHOs)/Zonal Offices with participation at sufficiently
senior level official from the Service Provider’s side.
23.13 If Service Provider acts as an outsourcing agent for multiple Banks, Service Provider must
ensure that there is no co-mingling of information/documents, records and assets.
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23.14 Service Provider shall not transfer or assign at any stage, during the currency of this
agreement, any of its duties, responsibilities, obligations and benefits of this agreement to any third
party without the prior written consent of the Bank, except where Service Provider assigns this
agreement to an Affiliate or a Joint Venture or to any entity which acquires the entire or partial stock
or assets of Service Provider. However, prior notice has to be given to the Bank in all such cases.
23.15 The Bank reserves the right to allot such Endpoints taken away from the Service Provider to
any other existing Service Provider for continuity of operations.
23.16 Service Provider shall also ensure that only qualified maintenance personnel familiar with
the respective services shall perform all the services required under the Managed Support Services.
There will be no restriction on the number of visits at the site/endpoint. and First Line Maintenance
services;
23.17 Deliverables, which means tangible items (e.g. on magnetic media or paper) that Service
Provider creates for Bank in the course of providing Managed Support Services, but does not mean
equipment, software or Supplies, which means consumables such as paper, ribbons, ink cartridges
and the like.
23.18 Service Provider shall monitor SLA’s as defined by the Network Service Providers with
specific reference to the performance of the ATM network only. The Management Centre shall
provide suitable reports giving details of activity undertaken as above along with exception situations
involving breach of related SLA’s.
23.19 The response time for period of rectification as agreed between Service Provider and Bank
shall also be applicable to Subcontractor / Consultants / Outsourced agents. Service Provider shall
engage to provide the necessary support. Service Provider shall be responsible for ensuring
compliance of the above said timelines.
23.20 Service Provider shall be responsible for procuring / maintaining Software agent and Hardware
server at their cost and shall co-ordinate smooth and successful installation / implementation of ATMs
at no additional cost to Bank.
23.21 Service Provider shall provide for preservation of documents and data in accordance with the
legal/regulatory obligation of the Bank.
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23.22 Service Provider shall commence delivery of services of Endpoints as per the schedule
communicated by Bank, based on mutual agreements arrived at between Bank and Service Provider.
23.23 The responsibility of collecting all the required information and customization to communicate
with the Circle of the Bank shall be with the Service Provider and has to be carried out by the Service
Provider without any additional cost to the Bank.
23.24 The cost of leased line and back up connectivity from the Service Provider’s Management
Centre and DR Site to the Bank’s Switch and DR Site shall be borne by the Service Provider.
23.25 The recurring expenditure relating to connectivity referred above shall be borne by the Service
Provider.
23.26 Cost of licenses/software/ hardware/ services required to provide Managed Support Services
shall be borne by the Service Provider.
23.27 Service Provider will have to take over existing endpoints sites from existing MS Vendor (in
case the same does not belong to it already) on implementation of solutions at the respective
endpoint and operationalize the full-fledged managed services at these endpoints within 10 days. In
respect of endpoints under the related RFP or future RFP (if Bank requires), Service Provider shall
start operationalization of full-fledged managed services within 10 days of the installation of endpoint.
23.28 The Bank may, at anytime, by a written order given to the Service Provider, make changes
within the general scope of the contract/agreement in any one or more of the following-
23.28.1 Method of shipment or packing;
23.28.2 Place of delivery;
23.28.3 Quantities to be supplied subject to 25% above or below the originally declared quantities
except where Bank has specifically mentioned at the option of the Bank
23.28.4 If due to lack of technical feasibility or lack of commercial viability or due to unforeseen
circumstances, the Bank finds that it is unable to buy certain components or services, or will need to
substitute one component or service with another, the Bank may change the quantities beyond 25%
plus or minus. The Bank also reserves the right to avail the products/services as per the rate
discovered through the related RFP in respect of following items, during the term of the contract:
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Sl Description of Product / Service If the need for variation arises
a. Managed Services for existing endpoints, and
endpoints which will be procured through current RFP
and other RFPs floated in future
MS for existing and future
endpoints shall be provided at
the same unit rate
b. Support cost for existing makes and models Support for make and model
procured in the future shall be
provided at the same unit rate.
IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be executed by their
duly authorized representatives as of the date and day first mentioned above.
State Bank of India ……………….Service Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.
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Annexure-A
DELIVERABLES / SCOPE OF WORK
NOTE: From the date of roll-out of Solution-MSV-EPS at the endpoint, Service Provider shall take-
over and provide services/work as defined below in respect of all existing endpoints as well as new
endpoints to be procured under related RFP and under future RFP at the same rate per endpoint
per year as applicable for the new endpoints procured under this RFP, to be paid proportionately to
the both the vendors (handing over / taking over).
(i) Annual Technical Support by Service Provider:
All Support Services under Annual Technical Support at the Endpoint ( without any restriction on
number of physical visits at the endpoint, shall be made available by Service Provider to the Bank
round the clock throughout the year including Sundays and Holidays during the terms of 7 years.
Qualified maintenance engineers totally familiar with the solutions and endpoints shall perform all the
services provided hereinafter:
1. Pre-Implementation- Integration, Testing and Pilot run at Endpoints with all required
functionalities.
1.1 To share Single Point Contact details (other than Onsite Advanced Technical Support team)
along with escalation matrix to Endpoints Provider.
1.2 To share necessary details with Endpoints Provider for confirmation of compatibility of
Solutions
1.3 To start testing, once Setup is ready and required information is made available by Endpoints
Provider.
1.4 To carry out thorough testing for each model and different variants of Endpoints Provider.
1.5 To provide necessary analysis to Endpoints provider for the bugs/issues observed on device
software layers (XFS/non-XFS).
1.6 To carry out testing at on-site for pilot at live sites approved by the Bank.
1.7 To provide confirmation to Endpoints Provider for successful loading of Solutions for starting
functionality tests
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1.8 Post signoff of completion of functionality testing, Service Provider to share an installable
software/ghost image/gold image/wizard based or any patches in consultation with Endpoints
Provider to the Bank/Endpoints Provider.
1.9 Service Provider shall ensure diagnostic tool shall be made available in Solutions for day to
day trouble shooting.
1.10 Responsible to integrate other non-XFS devices with Solutions.
1.11 For the devices(e.g. Camera, biometric, etc.) which are not XFS compliant, Service Provider
to develop/customise the Solution using proprietary drivers/application provided by the Endpoints
provider/Endpoint-OEM. Service Provider to incorporate and support these devices in Central and
client solutions. In any way, it shall not cause any inconvenience during day to day operations.
1.12 Text to Speech(TTS) functionality to be made available (Cost of necessary software and
customisation to be borne by the Service Provider as part of total Solutions). To analyse the problem
during testing & giving report to Endpoints provider/Endpoint-OEM
1.13 Functionality of any other non-XFS hardware shall be driven by Solutions in same way as it
was provided by Endpoints Provider/Endpoint-OEM.
1.14 To share process document for installation, re-installation and trouble-shooting the any fault at
the Endpoint with Bank and Endpoints Provider/Endpoint-OEM vendor. This process document shall
contain contact details of eJ team & Solutions team for confirmation.
1.5 To ensure all statutory or RBI compliance in Solutions and also all security features which were
incorporated in Endpoint-OEMs native software and/or as per Banks agreements with Endpoints
provider shall be incorporated in Solutions.
1.6 To ensure that the developed ATM application(s) are PA-DSS certified.
1.7 To ensure that the EMV Kernel(s) provided are EMVCo certified.
1.8 To close all security observations raised by Information Security Department before pilot.
2 Implementation and Post Implementation Support :
2.1 Service Provider shall provide any maintenance service (irrespective of no. of visits to the
endpoints) related to Endpoints/Solutions under the ATS – Annual Technical Support, on oral/
telephonic/ email/ SMS / Mobile Application or Tickets/Incidents reported at Banks’ Online Monitoring
System any other mode of communication by the Bank through its qualified expert personnel
wherever the endpoints are installed with following resolution time :
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Category Resolution Time/ TAT
VIP endpoints 2 Hours : Irrespective of the
population group/ category
Regular endpoints i. 4 Hours : At Metro, Urban and
Semi-urban locations
ii. 6 Hours : At Rural locations
The Bank will have sole discretion to permit the grace travel time depending on the
circumstances.
Service Provider shall ensure dispatch of qualified personnel to the endpoint site with a view
to resolve the incident and operationalise endpoint within the given response and resolution
timelines as given above under the following illustrative circumstances :
2.2 Service Provider shall install/Roll out of duly tested Client and Server
Solutions/software/agents/Bank’s provided agents etc, and successful operationalization at their
respective endpoints permitted by the Bank as per process shared with the Bank. .
2.3 To attend the tickets/incidents relating to endpoint reported in the Banks’ Online Monitoring
Solutions/Mobile App provided.
2.4 Endpoint is down for any reason.
2.5 Clearing of currency jam, paper, card, journal/receipt paper jams, clearing of card jams.
Repetitive cash jam issues general administrative maintenance (“Administrative Maintenance” ),
including retrieval of mutilated cash from the divert cassette
2.6 If Service Provider is not providing the cash replenishment services for the endpoint, Visits
required to bring the endpoint online when left in maintenance mode or to correct currency cassettes
not properly seated; straps or bands not removed from currency; improper loading of currency into
cassettes; or improper loading of cassettes into the endpoint; incorrect, or incorrect installation of
consumable supplies; erroneous endpoint settlement totals causing the endpoint to go out of service;
failure to clear the electronic journal;
2.7 The following erstwhile endpoint related FLM services which shall be services through ATS
Services :
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2.7.1 Endpoint down due to telephone line, Endpoint network, or non-Vendor- serviced modem
problems;
2.7.2 Calls placed where no problems are found;
2.7.3 Visits to the Endpoint/ATM to allow access to ATM to a third party;
2.7.4 Visits to the Endpoint/ATM as a result of vandalism to the Endpoint/ATM or facility;
2.7.5 Visits to the Endpoint/ATM because the Endpoint/ATM ran out of currency (Service Provider
shall not load ATM currency cartridges or dispensers as part of FLM Services in ATMs for which cash
replenishment services are not being provided by Vendor);
2.7.6 Calls resulting from Bank’s or third party’s erroneous actions.
2.8 To provide training to Bank’s custodian while installing and commissioning the endpoint. The
training primarily cover the administration and End of Day (EOD) process which comprises two
sections i.e. (a) counter update for cash during Cash Replenishment; and (b) comparing Switch
admin Hoppers total and balancing the endpoint. Service Provider shall also provide the training on
paper loading (receipt roll) and changing of combination locks;
2.9 Service Provider shall arrange to store DVSS footages up to a period of 180 days.
2.10 Services for loading and on-going maintenance of encryption keys.
2.11 Service like DNS setting, IP address changes, changing currency cassettes configuration,
cassettes calibration, changing combination lock setting or any other activities which cannot be
performed by Centralised solutions.
2.12 Services covers endpoint testing, installation, operationalization, reinstallation, upgradation, bug
fixing, patches , resolution and troubleshooting the endpoint fault or its components or services or
parameters or configuration or its accessories or software stack (which includes any agent eg Multi-
Vendor Software Agent (s), endpoint protection solution agent(s), EJ agent, any agent provided by
Bank etc or any other specific activity required by the Bank or of its representative, ) with a view to
ensure smooth functioning or its operationalization or to ensure proper reporting or to ensure the
uptime.
2.13 Trouble shooting of Solutions at the Endpoint for non-functioning of any of its functionality or
Endpoint is down irrespective of facts whether it relates to Solutions or hardware breakdown. The
Service Provider will take full responsibility for ensuring that the Endpoint is functional with Solutions
installed on the same and will coordinate with the Endpoints provider aimed at operationalization of
Endpoints and share the logs if required.
2.14 Reinstallation/upgradation of Solutions at the Endpoint either due to any fault in the Endpoint or
any changes required by the Bank in Solutions.
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2.15 Upgradation of Solutions and its patches at the Endpoints regularly from time to time or at
regular frequency or because of any change in Solutions either through software distribution tool or
through physical visits at endpoint in case the same could not be pushed through software
distribution for any reason.
2.16 Resolution of issue related to functioning of EJ Module / EJ Pulling / EJ parsing irrespective of
whether it relates to Solutions or otherwise.
2.17 Root cause analysis for disputed / fraudulent transaction, coordination with Endpoints provider
and submit the report to the Bank.
2.18 Providing physical logs and / or camera (EJ/JP/IMAGE) from Endpoint in case of disputed /
fraudulent transactions
2.19 Extend support and ensure that all changes related to calendar quarter are fully tested with the
Endpoints provider and ready for release by end of the calendar quarter and pilot at two endpoints
and distribute the same to the Endpoints remotely if bandwidth permits else through the engineers
for manual installation and operationalization at the Endpoints.
2.20 To test Banks’ Provided agent (s) at Lab and roll-out (i.e. install at all endpoints) after pilot at two
endpoints at respective model remotely if bandwidth permits else through the engineers for manual
installation and operationalization at the endpoints
NB : Wherever support of joint custodian require, Service Provider to coordinate with Joint custodian
to resolve the issue.
2.21 To share the status of roll out with the Bank and Endpoints provider.
2.22 Post successful Pilot run at two Endpoints, share an installable software/ghost
image/wizard/gold image based or any patches and process through SVN Version Control System
and with full access to the Bank/Endpoints provider.
2.23 To share support team details with its escalation matrix to Bank and Endpoints provider.
2.24 Any financial loss arise due to Solutions shall be made good to the Bank by Service Provider.
2.25 Any transaction details not getting recorded on EJ due to Solutions and any loss reported
against the said transaction, shall be made good to the Bank by Service Provider.
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2.26 Service Provider to resolve the issue of Endpoint down or affecting the performance of the
Endpoint, on account of Solutions / client software either through remote troubleshooting or by onsite
physical visit (in case of bandwidth issue or not getting resolved remotely) within given TAT on being
known the fact either from centralised portal of Solutions or being notified by Bank or by Endpoint-
OEM / Provider of the Endpoint or any other party/Vendor or any other source provided by the Bank.
It’s Service Provider responsibility to isolate the issue whether it is related to Solutions or hardware
and work in close cooridination with Endpoint-OEM /Provider / other Vendor to make the Endpoint up
and running.
2.27 To take over Managed Services immediately on implementation of solutions at the endpoint and
report take-over certificate through Centralised Online Monitoring System or Mobile apps.
2.28 Service Provider to share their respective product roadmaps including software
releases/updates to Bank on a regular basis.
2.29 Immediate support and work closely with endpoints provider for changes eg : Bug fix,
customisaion, modification, enhancement related to regulatory or causing the financial loss to the
Bank or affecting Bank’s reputation or Bank terms it as critical, for its quickly release with pilot at two
terminals and distribute the same to the Endpoints remotely if bandwidth permits else through the
engineers for manual installation and operationalization at the Endpoints.
2.30 Service Provider shall quickly lodge the case of malfunctioning /improper working of the
endpoint other than reasons attributed to the Service Provider but relates to Endpoint Provider (eg.
any issue of non-functioning of any functionalities which are dependent upon the XFS or components
of endpoint or devices or connected with driver or any dependency on Endpoint provider/Endpoint-
OEM with relevant logs, if any) at the Endpoint Provider’s Call logging System as well as Banks’
Online Monitoring System or through the Managed Service Center Setup for the purpose.
NB :Service Provider shall also provide above services for the existing makes and models as
well as for future endpoints to be procured in future either by related RFP or any RFP floated
later on during the currency of this agreement :
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3. Service Provider shall provide the services for testing and integration of endpoints with
solutions and pilot as per Appendix-6 Scope of work Para-11. Project Plan, delivery and
Schedule – Table : II of the related RFP and implementation/roll out of solutions of same,
free of cost for all models of same make within the timelines..
4. Service Provider shall provide Pre-Implementation support for Integration, Testing and pilot
as per Appendix-6 Scope of work Para-11. Project Plan, delivery and Schedule – Table : II
of the related RFP with all required functionalities with solutions:
5. Service Provider shall develop and customize the MVS and EPS and other agents with
reference to each model and its variants and have synergy with the existing/future endpoint-
OEM for pre-implementation testing mutatis mutandis on the line of new endpoints procured.
and meets all the requirements.
6. Service Provider shall arrange Pilot testing as per Appendix-6 Scope of work Para-11.
Project Plan, delivery and Schedule – Table : II of the related RFP under the live environment
for its successful run with all functionalities including functioning of camera.
7 Implementation Support:
It’s at the discretion of the Bank to utilize the services of either Solution Provider or any other vendor
or existing endpoint provider for successful rollout/installation of solutions (viz.MVS/EPS/any other
Banks’ provided agents) at the existing endpoints. If Bank utilizes the services of Solution Provider
for the said purpose, he shall be entitled to claim the payment for the said services as quoted in the
price bid.
8 Post Implementation ATS Support:
Post implementation of Solutions-MVS-EPS at the endpoints, all responsibilities relating to endpoints
(except its Hardware) shall rest with the Service Provider for ensuring the uptime. The Service
Provider will be required to service and maintain these machines on the same lines as new endpoints
to be procured under related RFP or any RFP floated later on in future and will be subjected to all
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penalties except those relating to Hardware. Hardware faults are required to be logged with
respective endpoint OEM Vendor/supplier and to be followed up rigorously till its resolution.
(i) Managed Support Services” include:
A Replenishment of Consumables
B. Housekeeping for endpointand immediate surrounding
C. Maintenance and Management of peripherals/allied equipment
D. Management Centre Activities
I) Central Help Desk at Management Centre
II) Monitoring and ensuring improved uptime/availability
III) Cash Management Services
E. Cash Replenishment Services/Cash Evacuation Services
OTHERS:
1. Maintenance/ Upgrades
1.1 Service provider shall maintain and upgrade the software/
hardware during the contract period so that the software/
hardware shall, at all times during the contract period, meet the
performance requirements as set forth in this Agreement.
Service Provider shall, at no cost to the Bank, promptly correct
any and all errors, deficiencies and defects in the software/
hardware.
1.2 Service Provider shall have the operational maintenance
obligations (e.g., telephone support, problem resolution, on-site
services) as mentioned in Annexure A.
2. Correction of Deficiencies in Deliverables
2.1 If Service provider is unable to correct all Deficiencies preventing acceptance of a deliverable or
meet the performance requirements, for which Service provider is responsible within the
timelines as mentioned in this Agreement, the Bank may at its discretion:
a) Impose penalty on Service Provider as mentioned under Annexure B.
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b) Terminate this Agreement (except that the Bank is under no obligation to provide Service
provider any further opportunity to cure) and recover its damages as set forth in this
Agreement.
3. Risk Management
Service Provider shall identify and document the risk in delivering the Services. Service
Provider shall identify the methodology to monitor and prevent the risk, and shall also
document the steps taken to manage the impact of the risks.
N. B. : 1. Service Provider shall also provide above services for the existing makes and
models as well future endpoints to be procured in future either by related RFP or any
RFP floated later on during the currency of this agreement :
2. Service Provider shall take over and provide managed Services from the date of roll-out of
Solution-MSV-EPS at the endpoint, in respect of all existing endpoints as well as new
endpoints to be procured under related RFP or any RFP floated later on in future at the same
rate given in this agreement per endpoint per year which shall be payable proportionately to
the both the vendors (handing over / taking over).
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A. REPLENISHMENT OF CONSUMABLES
a. Supply and Replenishment of consumables such as paper roll, printer ribbons, inkjet cartridge
Service Provider shall replenish consumables essential to ensure uninterrupted ATM operation
as necessary without limitation on quantity. Consumables are required to be replenished well
before it gets over.
b. The specification of these consumables shall be as under:
• Ribbons of high tensile strength material – 12.7mm with 24’ length. shall print 5 million
characters approx., if applicable
• Receipt Rolls – 80mm wide x 8” dia approx x 0.7” core dia produced on ATM grade
thermal paper Appleton Alpha 8. The density of sense mark shall be uniform with 1.2
plus & tolerance level of slitting shall be +/- 0.012”.
c. Consumable Management shall be independent of Endpoint make, model, type of network &
Service Provider.
d. Stationery, other than specified herein, if required to be procured in future, shall be contracted at
mutually agreed terms.
e. Service Provider also shall ensure that only qualified maintenance personnel familiar with the
equipment shall perform all replenishment of consumables and First Line Maintenance services;
f. Arrange to get publicity materials, banners, posters etc. supplied by the Bank displayed in the
kiosks as per instructions besides replenishing leaflets, brochures etc.
g. Reporting incidents of vandalism, theft, breakage, fire etc. to police/ Link Branch / LHO and other
appropriate authorities.
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B. HOUSEKEEPING FOR ENDPOINT AND IMMEDIATE SURROUNDING
i a) Cleaning of both customer area & back room and immediate surroundings; cleaning of all
items in kiosk e.g. Endpoint exterior, LCD/CRT screen, air conditioners, visual merchandise,
signage (including external signage), floor, glass, walls, cleaning of waste paper basket, etc., to
ensure that the kiosk presents a neat and clean appearance. All surfaces shall be maintained
clean and particularly glass surfaces shall be maintained sparkling clean.
b) Cleaning of Signage / Lollypop once a month.
ii) All sites shall be cleaned minimum twice a day for Regular endpoints and thrice a day for VIP
endpoints and report through Online Portal or Mobile Application for any non-functioning of the
endpoint or any fault or non -availability of connectivity.
iii) Coordination with hardware Vendor for ensuring preventive maintenance once in a quarter,
which includes but not limited to inspection, testing, satisfactory execution of all diagnostics, and
necessary repairing of the equipment, if required, and the report will be submitted to the
concerned branch and LHO.
iv) Pest control/anti-rodent treatment shall be undertaken minimum once every half year.
v) Managing display of notices, information and collaterals at Endpoint site. Display of Manage
Service Center’s tollfree number etc at the endpoint site for reporting of the problem.
vi) In the process of providing these services, Service Provider undertakes to use good/
standard quality cleaning material. No housekeeping material will be kept in the direct view of the
customer.
vii) Monitoring Site and reporting any problems relating to following through Online Portal or
Mobile Application: (List is illustrative and not exhaustive)
• Functioning of endpoint
• Door
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• Door handle
• External glass
• Visual merchandise
• Access lock
• Electrical fitting
• Earthling
• AC working condition
• Thermostat settings.
• UPSS
• UPSS Batteries
• Electrically fit signage
• Painting
• Any civil requirement
• Lighting facility
• Environmental conditions etc
viii) Arrange to get publicity materials, banners, posters etc. supplied by the Bank displayed
at the endpoint site as per instructions besides replenishing leaflets, brochures etc.
ix). Reporting incidents of vandalism, theft, breakage, fire etc. to police/ Link Branch / LHO
and other appropriate authorities.
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C. MAINTENANCE AND MANAGEMENT OF PERIPHERALS/ALLIED EQUIPMENT(S)
1. MS Service Provider shall monitor health, repair and maintain UPS and Batteries. Service
Provider shall check the following parameters during preventive maintenance of UPS:
o Input & output voltage
o Input & output current
o Input frequency
o Battery life
o Battery voltage
o UPS internal temperature
2. The cost of replacement of UPS and Batteries, if needed, shall be borne by the Bank.
3. Visits to the site to allow access to the site or to a third party or to provide facilities management
such as adjusting thermostat settings
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D. MANAGEMENT CENTRE ACTIVITIES
I) Central Helpdesk at Management Center:
The Helpdesk services will broadly cover the following illustrative list but not exhaustive:
1. Service Provider shall provide Managed Services which would include round the Clock
Centralised remote monitoring with all related field-level support services in respect of
endpoints.
2 Service Provider shall ensure Service Provider’s key personnel with relevant skill are always
available at the Management Center and ensure the professional standard, quality and delivery
of services
3.Service Provider’s support staff shall be well trained to effectively handle queries raised by the
Bank customer / employees / service providers etc.
4.The expected time of resolution shall be average 3 minutes per call which are of routine nature.
5. Help Desk with Toll free telephone number with multiple lines (minimum 100) ( 24 * 7 * 365
days a year) as single point of contact for endpoint issues and manual lodging of issue in the
Incident Management Ticketing available in Monitoring System on receipt of requests over toll
free number. Single Point of Contact for engineer’s phoning for help, wanting feedback on the
status of a problem or managing multiple parties to resolve problems. Receive telephone call
from external customer, identify the caller, log and create the incident ticket and assign the
incident priority.
6. Must be the single point of contact with multiple lines for Bank for help, checks on status of
endpoint problem, endpoint / endpoint equipment problems, managing multiple parties/resources
for Testing, installation, operationalization, reinstallation, upgradation, bug fixing, resolution of
any issue and troubleshooting the endpoint or its components or its accessories or software stack
(which includes any agent eg Multi-Service Provider Software Agent, endpoint protection solution
agent(s), EJ agent or agent provided by the Bank etc) with a view to ensure smooth functioning
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or its operationalization or to ensure proper reporting or to ensure the uptime or any other
specific activity required by the Bank as per RFP.
Escalation process shall be in place for unresolved issues
7. Considering expected number of call which depends upon the knowledge gap about the
solution / defects in the solution / suggestion for improvement etc, the help desk shall be
manned adequately with dedicated resource for the same.
8. Service Provider must provide with a dedicated and exclusive team at the Management
Center
9. Maintenance of up-to-date documentation on SOP for day-to-day activities,
10. Providing on the call support to provide the One-Time-Password to service provider at
the endpoint site using the Centralised Access Management Solution after ensuring the
legitimacy of the service provider from the Inventory.
11. Management and Administration of Help Desk.
12. Managing Vendor and Third-Party Service Providers. Service Provider is accountable for
managing the coordination of incidents that required both single and multiple party
dispatches. The Service Provider’s responsibility is to automatically / immediately
escalate an incident call to respective vendors / service providers for all equipments /
services, and to track all incidents at periodical intervals to enable that the error is
rectified within reasonable time.
13. The Service Provider shall escalate incidents promptly and continuously follow up at
reasonable intervals till closure of a ticket. In other words, the Management Center shall
be responsible for ensuring compliance of other vendors as per their respective SLAs.
The Network Service Providers have clearly defined SLAs, the monitoring of which is to
be done by Service Provider, with specific reference to the performance of the endpoint
network only. The Management Centre shall provide suitable reports giving details of
activity undertaken as above with exception situations involving breach of related SLAs.
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14. All incidents which are either auto logged / manually logged under the Incident
Management System shall be followed up till resolution of problems.
15. Based on Incident Management System manage the coordination of incidents that
require both single and multiple third-party dispatches. Service Provider shall monitor (i)
receipt of an incident, (ii) arrival on-site, (iii) repair time and (iv) total resolution time from
start to finish.
16. In case of communication error, Service Provider shall take up with the connectivity
Service Provider immediately and follow up rigorously till the fault is rectified
17. For such equipment not supplied and installed by Service Provider like UPS, Access
Lock, PC, Air conditioner, Surveillance System, installed at existing endpoint locations,
Service Provider shall dispatch an incident call to the respective supplier’s central
location. Bank’s LHOs shall provide Vendor’s details of their central location at the
Online Portal and the Toll Free numbers of the suppliers for Service Provider to log the
calls. It shall be the responsibility of Service Provider to ensure that the calls logged by
them for rectification of certain deficiencies shall be closed. Till closure Service Provider
shall continue to follow up with Vendors / Suppliers.
18. Based on the Online portal made available as required under RFP for auto-
generation/reporting of tickets/faults at the endpoint, Service Provider as a part of
warranty, immediately arrange for dispatch of skilled personnel and ensure to resolve the
faults within the stipulated resolution time.
19. Monitoring the status of endpoints for non-compliance of Multi-Vendor Software and
endpoint protection solution (will require coordination with various vendors in respect of
existing endpoints).
20. Proactive and reactive review of hardware performance and service providers’
performance in relation to SLAs
21. Proactive problem resolutions.
22. Supplemental support for variations in business patterns.
23. Scheduled Maintenance Jobs.
24. Use of data analysts for improving uptime of endpoint and its implementation.
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25. Providing various reports detailing performance of the network on pre-agreed criteria.
26. Management reporting, including exceptions for SLAs of all connected service providers
27. Assistance in meaningful analysis of performance for improving uptime and availability of
Endpoints
II) Monitoring and ensuring improved uptime/availability
Service Provider is required to provide the following services / ensure the following:
1. Remote Monitoring
i. Use reliable, dedicated IP connection with backup.
ii. Endpoint/ATM cash forecasting. Daily order recommendation
iii. Potential cash out/cash full warning for endpoint
iv. Centralized monitoring and control over access to endpoint and safes
v. Detect events that exceeds set thresholds
vi. Remotely poll devices at intervals that detect problems immediately on
occurrence.
2. Fault Identification
i. Notify appropriate agency for activating support.
ii. Notify customer at detection, isolation and resolution.
iii. Manage incident from detection to resolution.
3. Performance Management:
i. Proactive/predictive analysis & recommendations.
ii. Setting event thresholds based on customer availability needs.
iii. Tuning performance by correlating events with performance metrics.
iv. Order to identify bottlenecks that inhibit availability and performance.
v. Normal functioning of DVSS based on the feed from ATM/Bank’s.
vi. Automate collection of key performance metrics
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4. Service levels:
i. 24 * 7 * 365 days monitoring and resolution.
ii. Unlimited incidents.
iii. Toll free number with multiple lines for service requests (minimum 100 lines).
5. Response Time
Initiation of remedial action within 3 minutes from occurrence.
6. Availability of endpoints:
a. Total time when endpoint was supporting cash withdrawal and/or cash deposit transactions
depending on the nature of the endpoint i.e. ATM will be considered available if it is dispensing cash
and CDM will be considered available only if it is accepting cash. Cash Recycler will be considered
available only if both withdrawal and deposit functionalities are simultaneously available. There will be
no exclusion to availability, except force majeure case like flood, earthquake, natural calamities and
vandalism cases.
b. Helpdesk shall act immediately on the tickets raised by mobile application/e-surveillance
system/any other online system as approved by the Bank from time to time.
c. Service Provider shall provide world-class services at ATMs/CDs/CDMs/Cash Recyclers with high
24x7x365 availability to customers. The Service Provider shall maintain the target availability at all
levels as stipulated by the Bank in subsequent paragraphs.
d. Online Monitoring Solution web login access will be extended to Service Provider’s Management
Center to know the status of endpoint real-time and prompt action is required to be taken by
Management Center based on the incident-ticketing solution in the Online Monitoring Tool.
e. The Service Provider to publish monthly availability report based on the Online Monitoring Tool
Circle-wise and Bank as whole.
f. The Service Provider shall maintain availability at individual Endpoint level as well as for the entire
channel. For this purpose channel will include total number of endpoints in a Circle.
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g. All machines/endpoints of the Bank will be categorized in 2 types-
VIP Endpoints: installed at Prime/VIP/High-hit locations like Airports, Intouch Branches, E-corners/e-
lobby, Railway/Metro Stations, Shopping Malls, Market Areas, Tech Parks, Important/main Bank
Branches or any other location as identified by the Circles.
The minimum targeted uptime/availability per month of these endpoints shall be at least 95% as
these are image building sites for the Bank.
Regular Endpoints: other machines not included in the VIP category.
The minimum targeted uptime/availability per month of these endpoints shall be at least 92%
h. Maintenance and Resolution Time
i. a. VIP Endpoints, irrespective of the population group/ category :- 3 hours
b. Regular Endpoints at Metro, Semi-urban and urban locations :- 6 hours
c. Regular Endpoints at Rural locations :- 8 hours
Service Provider shall maintain turnaround time (TAT) for all endpoints at individual level for each
such instance.
ii. The Service Provider is responsible for ensuring minimum time to diagnose and identify
problems/problem part or consumable outage and is expected to escalate an event promptly and
follow it up continuously till closure of the ticket.
III) Cash Management Services
A. Scope :
The Service Provider shall provide Cash Management Services to monitor and manage
the availability of cash in Bank’s network of ENDPOINTs. This service is designed to
optimize the amount of Cash in use at ENDPOINTs. The Service Provider shall provide
cash needs from past usage trends and current cash status updates and forecast future
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cash requirements and replenishment schedules for each ENDPOINT. Likely, the
Service Provider shall provide cash needed to be removed from past usage trends and
current cash status updates and forecast future cash requirement and evacuation
schedule for each cash point.
B. Services and Deliverables:
Service Provider shall provide the following services and deliverables:
i. Monitor and forecast daily requirement based on individual Endpoints specific past
data and trend – The Service Provider shall generate daily cash requirement for each
ENDPOINT using an established cash forecasting tool and share CRA wise, ENDPOINT
wise list in electronic form with each link branch which has been mapped for cash on
previous night or at least two hours in advance for delivery by the link branch.
Daily cash requirement shall be generated and shared by the Service
Provider even for those ENDPOINTs which are not outsourced for cash
related activities to the Service Provider.
a) Managing events and seasonal requirements- Service Provider shall keep
track on increased requirements during Sundays/Holidays/ Festivals/Salary
days, etc. based on the past dispensing pattern and initiate necessary actions to
prevent cashout during any such period.
b. Potential cash out warning - On business days, Service Provider shall monitor for potential
stock-outs at ENDPOINTs, which may arise because of unexpected variations in cash
dispensing levels and initiate necessary action.
c. Cash Management Service Performance Report – The Service Provider shall send advice
in the form of cash indent to Branches by email as and when ENDPOINT cash needs to be
replenished. The Service Provider shall provide Bank with daily cash order report and cash
out report.
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d. Cash verification- Service Provider shall arrange for cash verification by other than joint
custodians once a month to verify cash position in the ENDPOINT and submit verification
reports to the Circle by 15th of the next month.
ii. Monitor and maintain Factor of Safety (FoS) :
“Factor of Safety (FoS)”, i.e. the ideal amount of Cash that shall be present in the ATM to
prevent Cash out and idle cash situation.
FoS will be fixed at 2.0 i.e. for every Rs.100 withdrawn, there shall be upto Rs.200 in the
machine. It can be calculated as:
[Opening cash in the ATM + Amount of cash replenished]
--------------------------------------------------------------------- = 2
Net cash withdrawn by customer during the day
FoS will be calculated on Daily basis at every individual ATM level wherever cash
replenishment is outsourced (except days prior to the Bank Holiday)
The FoS will be 2 for such instances, i.e. 2 times the cash withdrawn to be present in
the ATM
FoS is applicable to only those machines where cash replenishment/ services are
outsourced.
There shall be a relaxation on days prior to the holiday because cash may not be available
from the Bank on Sundays/ Holidays.
The FoS will be 2.5 for such instances, i.e. 2.5 times the cash withdrawn to be
present in the ATM
The following formula shall be used by the Bank to arrive at the amount of excess
cash:
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Excess cash=opening balance + cash replenished - Ideal cash;
where Ideal cash = Cash dispensed * Target FoS
The Vendor shall not hold or retain in their vault more than 15% of the total cash
taken from Bank on monthly basis. If the retention is more than 15%, a penalty of
12% per annum shall be levied on the excess cash retained in the vault during the
month.
However, there will be no FoS penalty for first three months for any newly installed
ATM. This relaxation is provided to understand the dispensing pattern of the newly
installed ATM for the initial period of three months.
C) CASH OUT
i. On daily basis, Service Provider shall monitor for potential cashouts at ENDPOINTs, which
may arise because of unexpected variations in cash dispensing levels and initiate necessary
action. The Bank has defined cashout as non-availability of cash in ATM/CD/Cash Recycler
for dispensation. The ATM monitoring solution currently declares an Endpoint as ‘cashout’ if
switch simultaneously receives ‘currency out’ message in respect of all configured/present
cassettes in the Endpoint. To align this with ADMIN balance, cases of ADMIN balance less
than 25000/- out of above will be considered as ‘cashout’ for penalty.
D) Service Implementation :
The Service Provider shall implement and establish the service upon Bank’s provision of
the following in a format:
i.Demographic information for all cash points to be covered by the Service, including
ENDPOINT name and location.
ii. Historical information on daily cash withdrawal and replenishment levels for each
ENDPOINT being covered by the Service. For maximum initial effectiveness, historical
information is required; at a minimum Service Provider requires ninety (90) days of
information wherever available.
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iii. Calendar information regarding local events that may impact the predicted
cash withdrawal levels.
iv. A daily feed from Bank’s host network computing system detailing
withdrawal and replenishment information for each Cash Point covered by
the Service.
v. Internet link capabilities between Bank’s host network computing system and
the Service Provider service center providing for the daily data transfer
requirements.
E) Bank’s Responsibilities:
In the event Bank outsources cash replenishment to the Service Provider, Bank shall be responsible
for procuring the One Time Combination (OTC) lock such as S&G/Kaba locks and keys as
may be required for the ENDPOINTs.
F) Data Ownership and Protection:
i. The data required from Bank for Service Provider’s service performance does not include
personal data. The Service Provider shall not have any obligation to archive or otherwise
preserve the information Bank provides, or that which Service Provider provides Bank
hereunder. All responsibility for doing so remains with Bank. Bank acknowledges and agrees
that Service Provider is not acting as a data repository or data archive agent for Bank.
ii. Bank shall retain ownership of operational information and other information specific to Bank,
which Bank provided to Service Provider during performance of the Cash Management
Service. Service Provider retains all rights to the software and the methodology employed in
the provision of the Service and grants Bank no license to disclose or make use of such
intellectual property other than as may be agreed herein.
G) Warranty :
The Service Provider warrants that it will perform its obligation in a professional and workmanlike
manner. Service Provider, at its expense, will promptly re-execute any Services that fail to
conform to the requirement as mentioned in this agreement..
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E. CASH REPLENISHMENT / CASH EVACUATION SERVICES
1. While Service Provider may engage “Cash-in-Transit (CIT) / Cash Replenishment (CRA)” agencies
as per norms/parameters set by the Bank in Annexure 1 for this purpose, Service Provider alone shall
be accountable to the Bank and responsible for mandatory Service Level Agreement (SLA). The
Service Provider shall be wholly responsible for meticulous compliance by CIT agency of stipulations
as given in the Agreement. All pecuniary liabilities arising out of Cash Related Services shall be to the
account of the Managed Services Service Provider.
The Service Provider shall comply with Bank’s instructions in this regard from time to time. Service
Provider alone shall be accountable to the Bank and responsible for mandatory Service Level
Agreement (SLA). The Cash related activities shall include, inter alia, receiving cash from a
designated centre/branch of the Bank / Reserve Bank of India (in case of strike in Banking sector
except in RBI/Natural calamities) and replenishing the same in Endpoints on the same day,
evacuating cash from CDM/Cash Recycler and depositing the same to the Bank on same day,
performing End of Day (EOD) functions at site and furnishing detailed MIS as required by the Bank.
The Service Provider / CRA shall be responsible for reconciliation of cash and resolution of all
complaints related to ADMIN transactions at the Endpoint and Vault end.
Captioned services will be availed at the endpoints located anywhere in India at the discretion of the
Bank
2. DEFINITIONS
As used herein, the following terms shall have the following meanings:
2.1 “Endpoint Loss” shall have the same meaning as defined in this agreement elsewhere.
2.2 “Endpoint Loss Liability Limit” shall have the same meaning as defined in This agreement
elsewhere.
2.3 “Currency” means currency notes and “Valuables” means Currency and, only to the extent
Bank and Service Provider have agreed in writing, other identified types of negotiable instruments or
items of value.
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2.4 “Initial Currency Load” means the first currency load for a new ATM installation or
conversion. Initial Currency Loads must be scheduled at least 2 weeks in advance.
2.5 “Scheduled Cash Replenishment Services” or “Cash Replenishment Services” are
scheduled cash replenishments that are performed in adherence to a replenishment schedule that is
recommended in indents raised by Service Provider.
2.6 “Unscheduled Replenishment Services” means Cash Replenishment prior to or post the
scheduled replenishment to prevent depletion of currency level in the ATM
2.7 “Transit Loss” means a single occurrence of the loss of Valuables from a vehicle owned,
operated by, or under the control of Service Provider’s designated subcontractor.
2.8 “Transit Loss Liability Limit” means maximum liability for a single Transit Loss, specified
in section 7.2 “Vault Loss” means a single occurrence of the loss of Valuables from a vault or
other secured facility owned, operated by, or under the control of Service Provider’s designated
subcontractor.
2.9 “Vault Loss” means a single occurrence of the loss of Valuables from a vault or other
secured facility owned, operated by, or under the control of Vendor’s designated subcontractor.
2.10 “Vault Loss Liability Limit” means Service Provider’s maximum liability for a single Vault
Loss, specified in section 7.2.
3. COMMENCEMENT OF SERVICES
Service Provider shall commence the Services within 30 (thirty) days from the Effective Date after
identification of the ATMs for the Cash Replenishment Services. The parties shall agree to add more
ATMs at subsequent dates as per requirement of the Bank. For such additional ATMs, Service
Provider shall commence services within 30 (thirty) days of acceptance of order from the Bank.
4. SCOPE OF SERVICES
4.1 Bank and Service Provider have agreed that Service Provider shall provide Cash
Replenishment/Cash Evacuation Services hereunder through one or more armored car carrier or
“cash in transit” subcontractors (the “CIT”). The Service Provider shall provide Cash replenishment/
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Cash evacuation services as and when required by the Bank. Bank expressly acknowledges that (a)
Service Provider shall be subcontracting responsibility for the Cash Replenishment Services to the
CIT; (b) Service Provider has identified the CIT to Bank; (c) Bank accept and do not object to the
appointment of the CIT if it is as per the norms/parameters set by the Bank in Annexure 1.
4.2 Service Provider shall manage and report all cash placements, store spare currency for
Scheduled and Unscheduled Replenishments, in the manner, frequency and amounts mutually
agreed with Bank.
4.3 Bank shall provide the required sorted cash (as per denominations as mentioned in indents raised
by Service Provider) of ATM-fit notes to the CIT. Cash indents shall be submitted at cash link
branches adequately in advance. Cash is to be issued by Bank from one or more designated branch
in each city identified for this purpose. In case of emergency, Bank may direct CRA to collect cash
from any other branch in the city. Service Provider shall submit to Bank’s designated branch a list of
CIT’s authorized signatories to sign withdrawal slip; and CIT’s authorized operation staff.
4.4 CIT shall withdraw cash from designated branch against withdrawal request as per format
mentioned in this agreement and supporting documents i.e. Service Provider indent as per format
mentioned in Annexure – 2. Current Account cheque signed by authorized signatories of CIT. Cash
indents shall be submitted to the Bank designated branch (Nodal Branch) via E-mail / fax to facilitate
them to arrange delivery of cash.
4.5 Cash Replenishment Services includes the following services,
(a) Administrative Maintenance - The CRA/CIT shall conduct EOD activity on ATM on daily
basis and submit necessary reports. At the time of daily end of day activity, CIT shall retrieve and
account for mutilated cash from the divert cassette; replenish receipt tapes, ribbons and print
cartridges, if required.
(b) ATM Balancing - At the time of daily end of day activity CIT shall reconcile physical cash in
the ATM cassettes and in the purge bin (reject bin) with the ADMIN balance (end cash shown
denomination wise in ADMIN slip) The CIT shall not zerorise the counter. Balancing receipts shall be
returned to Bank next working day. The CRA/CIT shall perform ADMIN activities at ATM as directed
by the Bank.
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(c) Cash Replenishment –
i) Cash Replenishment means CASH ADD i.e. additional cash to be replenished shall be added in
the ATM cassettes and the management and reporting of all cash placements in the manner and
amounts the Service Provider’s cash management tool specifies. If cash replenishment is scheduled
for a particular ATM the administrative maintenance and ATM balancing activity shall be performed
along with cash replenishment. However, if Bank decides to adopt ‘cassette swap’ method at a later
date, Service Provider shall follow ‘cassette swap’ method without any extra charges. However, the
cost of swap cassettes shall be borne by the Bank.
ii) The Service Provider shall ensure that the cash handed over by the Bank shall replenished all cash
in the ATMs by end of the day against which it has been provided.
iii) There shall be minimum 25 cash replenishments (including Sundays/ Holidays) required in ATM
during a month. The replenishment of cash shall ordinarily be done once a day, unless second
loading is required due to unexpected high withdrawals or any other reason as Bank may deem
necessary. In such cases Bank shall specifically advise the Service Provider to perform second
replenishment activity. The Service Provider shall take immediate steps for second replenishment on
receipt of such information from the Bank by any means of communication including e-mail and
telephone. The Service Provider shall be paid Rs.1500/- for such second loadings wherever required.
iv) The cash replenishment activity shall be conducted by the joint custodians at the ATM.
v) The Service Provider shall ensure that no cash out in ATM due to delay in the replenishment on
their part.
d) Cash Evacuation Activity-
The Service Provider shall provide following services at all times on Bank’s CDM/Cash Recyclers as
per specifications of the Bank:-
i. The cash evacuation activity shall be carried out as per specific direction from MS Service
Provider/Bank for Cash Recyclers. However for CDMs this activity shall be carried out on daily basis.
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ii. The CRA shall evacuate currency from CDM/Cash Recycler and count it physically at the site to
check if physical cash tallies with the ADMIN balance. In the process, CRA shall segregate notes into
different denominations and make it ready for preparing packets of 100 note each.
iii. The cash so evacuated by CRA shall be kept in the locked box with two locks. The cash
evacuated from different CDM/Cash Recycler shall be kept separately inside the box and shall not be
mixed with each other. The box shall be opened in the presence of Branch officials in the link branch
at the time of delivery of evacuated cash.
iv. The cash evacuated from CDM/Cash Recycler shall have to be deposited on same day to the
Bank by CRA. Cash evacuated from CDM/Cash Recyclers shall not be taken to the vault of CRA.
Vaulting may be allowed in exceptional cases, if the evacuation is done beyond banking hours/
holidays. But such cash shall have to be deposited the next day at start of business at the branch.
v. The CRA shall ensure that Bank officials have counted the cash physically before receiving the
same and obtain acknowledgement of Bank officials towards this on the cash delivery slip.
vi. In case any counterfeit note is found during counting by Bank officials, details shall be noted in the
cash delivery slip and the number of the note shall be tallied with details in eJ on T+1 day. In case it
is found not tallying with the details, Service Provider shall be responsible to make good the amount
equivalent to the value of the note immediately.
vii. The cash evacuation activity shall be conducted by the joint custodians at the CDM/Cash
Recycler.
viii. The CRA shall perform ADMIN activities at CDM/Cash Recycler as directed by the Bank.
ix. The CRA shall conduct EOD activity on CDM/Cash Recyclers on daily basis and submit necessary
reports.
x. The evacuation of cash shall ordinarily be done once a day, unless second clearing is required due
to unexpected high deposits or any other reason as Bank may deem necessary. In such cases Bank
shall specifically advise the Service Provider to perform second evacuation activity. The Service
Provider shall take immediate steps for second evacuation on receipt of such information from the
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Bank by any means of communication including e-mail and telephone. The Service Provider shall be
paid Rs.1500/- for such second evacuations wherever required.
(e) Currency Vaulting Service - The balance in CIT’s zero balance account shall be nil by end
of day. No cash shall be vaulted in CRAs vault. In case of emergency or any other cases deemed fit
by the Bank, Bank shall provide specific instructions and permission for vaulting. In case of vaulting,
CIT shall store cash in locked and/or sealed containers in the vault, separate from other customers’
valuables maintained at the vault. The amount of cash vaulted at CIT’s vault shall be reflecting in
CIT’s zero balance account.
(f) Settlement & Vault Reporting - CIT shall prepare daily end of day activity report as per
format mentioned in Annexure – 4 and attach JP logs, supervisory counters and admin slips under
the signature of CIT’s representative/s performing cash replenishment and submit to Bank next
working day. Service Provider shall provide Cash Balance Report (CBR), Vault Closing Balance
Report (VCB) and Overage & Shortage Report (OSR) as per format mentioned in Annexure - 5 to
Bank designated linked branch daily via e-mail.
(g) Vault Balancing - On a daily basis, Service Provider shall provide CIT’s records of cash
received and cash disbursed to and from the vault with the previous day’s verified records. The
closing balance shown in the vault closing balance report (VCB) shall be equal to balance reflected in
the CIT’s zero balance current account.
(h) Currency Sorting – The CIT agencies shall check the quality and quantity of the currency
notes at the time of delivery by the Bank before taking the same to their vaults and Bank shall take
acknowledgement of the cash handed over to CRA in a register maintained for the purpose. If any
shortfall is noticed thereafter, Service Provider shall be responsible for the same.. Wherever possible,
Bank shall provide to the CIT agencies space and Note Sorting machines for the purpose.
Forged/soiled notes may be returned to the Bank immediately thereafter. Any subsequent claim for
forged/soiled notes shall not be accepted by the Bank.
(i) First Line Maintenance (FLM) –
i) FLM calls shall be attended by Service Provider at ATM to identify and resolve following issues:
Clearing currency jams
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Clearing purge bin jams
Clearing printer jams
Any other activity required to ensure dispensation of cash
ii) FLM calls related to bottom hatch of the ATM that requires opening of ATM safe / vault shall be
attended by Service Provider appointed CIT. Response time for attending FLM calls shall be 2/4/6
hours for VIP/Regular-Metro-Semi-urban-Urban/Regular-Rural ATMs
Response Time means the time taken by CIT to attend the FLM call from the time the call is logged
with Service Provider’s management Centre.
4.6 Service Provider shall not be responsible for cash outs and related downtime of ATM if it
arises due to following reasons:
a. Quantum of cash not received as per indents raised by Service Provider
b. Cash not received as per denominations indented
c. If the ATM stops dispensing a particular denomination and it is needed that the ATM
shall be configured to continue dispensing the other remaining denomination
d. If cash is not provided by Bank before 12 noon to the CIT
e. If ATM is down when CIT arrives at the ATM site for cash replenishment
4.7 Any shortage of cash on account of CR activities whatsoever and for whatever reason shall be
made good to the Bank within 7 days without waiting for admissibility or settlement of the insurance
claim. Any amount of such insurance claims received by the Bank shall be remitted to CRA by the
Bank after adjustment of outstanding dues if any. The CRA shall ensure correctness and
genuineness of the cash and shall take only ATM fit currency notes for replenishment to its
possession. Counting facility for currency notes shall be provided by the Bank. Once the note packets
are taken out of Bank’s premises the Service Provider would be responsible for shortage and fake
currency if any, noticed subsequently.
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4.8 ATM serviced pursuant to this agreement shall be equipped with the Mas Hamilton / S&G Lock
(OTC) system. Service Provider appointed CIT shall (a) cooperate in implementation of the Mas
Hamilton system (b) activate Mas Hamilton lock to route mode during Initial Currency Load (c)
acquire, implement and operate the one time combination dispatch software in route mode (d) make
its records available as necessary to investigate any operational issue or loss.
4.9 Service Provider / CIT shall start cash replenishment service only after successful activation of
Mas Hamilton / S&G lock (OTC) in route mode.
4.10 For the purpose of cash replenishment CIT shall have a crew of one custodian and one time
combination to open the Mas Hamilton/S&G lock (OTC) shall be dispatched by CIT’s central location.
However for ATM’s which have mechanical lock CIT shall have a crew of two custodian.
4.11 CIT shall use secured cash van as per the specifications given in Annexure-1. The CRA/CIT
shall ensure that cash shall always be in joint custody of two persons and single individual is not be
allowed to handle cash at any time. Further, two security guards shall be in each vehicle for
transportation of cash safely and efficiently.
4.12 If the Bank provides a generic tool for monitoring of movement of cash the Service Provider shall
integrate it with their system without any cost to Bank.
4.13 Service Provider shall submit a Business Continuity Plan (BCP) / Disaster Recovery Plan (DRP)
for Cash Replenishment/Evacuation services acceptable to the Circles.
4.14 Depending upon geography/routes/no. of machines linked to a particular branch Service
Provider shall transport the cash meant for SBI in a dedicated carrier van.
4.15 Service Provider shall ensure that CIT/CRA replenish the cash at the ATMs on the same day.
Similarly, cash evacuated shall be deposited with the Bank on the same day. Only in the case of
certain unwarranted situations CIT/CRA shall be allowed to retain the cash at overnight vault. 5.16
4.16 Use of One Time Combination (OTC) locks
Bank shall endeavor to provide one time combination locks at all its endpoints (ATM/CD/CDM/Cash
Recycler). The CRA shall have necessary infrastructure and software required to generate and
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communicate one time password to its joint custodians at site. CRA shall mandatorily use OTC
system for cash related activity at site wherever OTC lock has been provided by the Bank. The
Service Provider shall have the capability of takeover of password generation process from CRA
within shortest time in case of any exigency.
4.17 CIT shall allow Bank, its authorized representatives, RBI and other regulatory & statutory
bodies to conduct vault audits at location where currency vaulting services is provided. Audits shall
be conducted by Bank at its own cost during normal business hours. Bank representatives shall
carry a letter authorizing them to conduct such audits along with their identity cards, any Bank official
without the said authority letter and identity cards shall not be allowed by CIT to conduct audits.
5. INSURANCE
The CRA shall take adequate insurance policy with Bank Clause for the value of entire cash
throughout the Cash Cycle (from Bank/RBI to ATM/CD/Cash Recycler and from CDM/Cash Recycler
to Bank) for all sorts of risks including fidelity clause arising from acts of omission / commission /
dishonesty of its employees and / or its authorised agents. The loss-payee endorsement of such
insurance policies shall be in favour of the Bank and it shall be ensured that the amount of claim, if
any, shall be paid by the insurance companies directly to the Bank. Copy of the Insurance policy shall
be submitted to the Bank. However, it need not be an exclusive policy, if covered under an umbrella
policy of the agency. The CRA shall pay the premium for obtaining insurance cover. Bank shall obtain
insurance for all cash in the ATM. However, fidelity insurance shall be with the Service Provider.
Bank does not demand an exclusive policy if CRA is under an umbrella policy of the Insurance
Agency. Fidelity insurance cover for 20% higher limit than maximum cash withdrawn from currency
chest on a particular day shall be obtained by CRA.
6. BANK GUARANTEE
The Service Provider shall submit to the concerned LHOs/Circles of the Bank, a Bank Guarantee for
the term of the above said Agreement @Rs.50,000/- per Endpoint in the specified format for
securing the obligations in respect of cash loss in the number of ATMs allotted in each Circle. For
any further addition of ATMs allotted to the Service Provider during the currency of the agreement,
additional bank guarantee on the same terms and condition for added number of ATMs shall have to
be provided by the Service Provider to the Circles.
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7. LIABILITY
7.1 The provisions of this Section 7 govern the liability of Service Provider and Service Provider’s
subcontractor (collectively for the purposes of this section, “Service Provider”) for any claim of lost,
missing, or stolen Currency and, with respect to such losses, supersede any inconsistent provision in
above said Agreement or any other agreement, addendum, or appendix signed by the parties.
7.2
The amounts of the following defined terms shall be:
a. Transit Loss liability for the Service Provider will be the total amount given by the Bank.
b. Vault Loss liability for the Service Provider will be the total amount given by the Bank.
In case of exigencies, like continuous Holidays, festival seasons, etc. whenever the vault limit is
increased by LHO, the above loss liability limits shall increase accordingly.
7.3 Service Provider shall be liable for ATM Loss, Transit Loss or Vault Loss if such losses
directly result from (a) kidnapping or robbery of employees / representative of Service Provider; (b)
dishonesty, negligence or intentional act by employees or representative of Service Provider or (c)
damage to Bank’s property caused by employees or representative of Service Provider.
7.4 Service Provider’s total liability for any single ATM Loss shall in no event exceed the ATM
Loss Liability Limit.
7.5 Service Provider shall be liable for any Vault Loss up to the Vault Loss Liability Limit. Service
Provider’s liability under this Section 7.5 shall commence when Currencies have been delivered into
a vault or other secured facility owned, operated by, or under the control of CIT, and shall terminate
when they are either (a) delivered to Bank or Bank’s designated consignee or agent; or (b) placed in
an armored car owned, operated by, or under the control of CIT.
7.6 Service Provider shall be liable for any Transit Loss up to the Transit Loss Liability Limit.
Service Provider’s liability under this Section 7.6 shall commence when Currencies have been placed
in CIT’s armored car and shall terminate when they are either (a) delivered to Bank or Bank’s
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designated consignee or agent; or (b) delivered to, and deposited in, an ATM and CIT has secured
the ATM vault and departed from the room or immediate area where the ATM is located.
7.7 As and when Service Provider undertakes ATM deposit pick up service at separate mutually
agreed commercials Service Provider shall not be liable for claims, actions, damages, liabilities,
losses and expenses, including attorneys’ fees, arising out of or in connection with any ATM
Loss, to the extent such claim is the result of (a) the failure of Bank’s customers to properly seal
deposit envelopes giving rise to claims for alleged differences in the amount said to have been
deposited and the amount Bank actually received; (b) amounts said to be contained in deposit
envelopes or deposits opened by Bank and found to contain an incorrect amount;
7.8 Other than the damages and remedies expressly set forth in this Cash Appendix, Vendor shall
not be liable to Bank, either directly or by pass-through claims of indemnity or contribution for
claims of third parties, for any moneys, damages, relief, or remedies, irrespective of whether the
claim arises in common law, tort, statute, or equity.
7.9 If Bank and Service Provider are unable to agree upon responsibility for an ATM Loss, the
parties shall escalate the issue to their senior management, who shall meet either in person or by
telephone in an attempt to resolve the dispute. If the parties disagree after that meeting, either party
may invoke binding arbitration.
7.10 Cash reconciliation
a) Cash difference, if any, has to be reported to the Bank on the next working day. failing
which the Service Provider shall be liable for the loss incurred by the Bank (if any).
b) Any cash loss to the Bank due to cash shortage in ATMs shall be intimated to the
Service Provider, with supporting documents/proofs within 6 working days from the date
of submission of reports by the Service Provider. The Service Provider shall respond to
such communication within 3 working days from the receipt of the intimation failing which
Service Provider shall be liable for the said loss. Supporting documents/proofs include
but are not limited to :
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i. Cash replenishment report, JP logs (only if JP is installed/enabled) / EJ and ATM
counters for the time period the variance was discovered and the same report(s) for
the previous and post settlement periods.
ii. Copies of Bank’s ATM reconciliation reports indicating the ATM’s beginning, ending
and dispensed totals for the time period the variance was discovered.
iii. Copies of the suspect transactions report.
iv. Bank’s calculation of the claimed variance.
8. ACCESS TO EQUIPMENT
Bank agrees that neither Bank’s employees nor any third party shall have access to ATM vaults.
9. ACCEPTANCE AND VERIFICATION
9.1 Bank acknowledges that under the terms of the Subcontract, the CIT agrees to accept
Currency in sealed packages, from Bank or Bank’s designated agent, but may refuse to accept any
package, bag that is not securely locked and sealed, and that is not accompanied by a written receipt
which contains a statement of the value of the Currency in the package / bag. CIT shall verify the
cash in Bank’s premises if Bank provides space and machines for counting of notes. Where Bank
does not provide space and machine on its premises to count the currency, the CIT shall verify by
strap count on next working day of receipt any Currency shipments accepted on Bank’s behalf.
Verification shall be performed under videotaped CCTV surveillance or documented dual control.
Neither the CIT nor Service Provider shall be liable for discrepancies or shortfalls or forged notes
within bulk currency bundles and/or mis-strapped denominations. The CIT’s verification of funds shall
be deemed final and conclusive.
9.2 Bank shall cooperate to recover Valuables, including correcting the transaction (debiting the
account) of any customer for an ATM Loss due to improperly dispensed Currency as a result of mis-
loaded denominations, mis-configured cassettes, or mis-loaded cassettes.
9.3 Due diligence shall be done by Service Provider 's CIT to identify forged notes. The forged
notes found during sorting by the CIT, the same shall be returned to Bank and the Bank shall accept
the same. Notes once accepted by either party shall be its sole responsibility.
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10. NOTICE OF SHORTAGES, LOSS AND OVERAGES; CLAIMS
10.1 If the reports provided by Service Provider, or other records or information of which Bank
become aware, reveal a discrepancy (loss or overage), Bank shall give written notice of the
discrepancy within six (6) days after the earlier of (a) Service Provider’s delivery of tapes, reports, or
other records which provide sufficient information to disclose, upon reasonable review, the
discrepancy; or (b) such time as Bank become aware of the discrepancy through any other means
whichever is earlier. This notice is intended to permit Service Provider to commence its investigation
and does not constitute a claim of loss.
10.2 Along notice required by Section 10.1 above, Bank shall provide Service Provider with a
claim and affirmative written proof of any ATM Loss, subscribed and sworn to by Bank, and
substantiated by Bank’s books, records and accounts, within the time prescribed herein. Bank shall
retain and provide to Service Provider upon request any documentation provided to Bank by the CIT
(including but not limited to vault documentation) relating to the ATM Loss, and Bank agree, upon
Service Provider’s request, to make available during regular business hours Bank’s books, records,
and accounts which relate to the alleged ATM Loss, and shall cooperate with and assist in the
investigation thereof, including sharing with Service Provider all information that any person may
have concerning the alleged ATM Loss and the circumstances surrounding the same. Each party’s
investigation shall include cooperating with the policies, procedures and requests for information of
the internal security departments of the other party. Each party shall make available to the other
party all records relating to the ATM Loss including, but not limited to, investigative reports and all
records relating to access to the ATM.
10.3 Unless the notice of discrepancy required by Section 10.1 above, and a claim and proof of
ATM Loss pursuant to Section 10.2 above, are timely delivered to all addressees specified in Section
10.4 below, all claims shall be deemed to have been waived. No action, suit or proceeding to recover
for any such ATM Loss may be brought against Service Provider unless such action, suit or
proceeding is commenced no sooner than six months and not later than twelve months from the time
a claim is made pursuant to Section 10.2.
10.4 All notices and claims (including copies) must be delivered by express mail, same-day or
overnight courier providing proof of delivery. Notices shall be deemed given on the day received, and
must be addressed to:
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-----------------------
With an additional copy to
--------------------------------
11. RECOVERY OF LOSSES
11.1 In case of any ATM loss (es), discrepancy/ difference in the report generated on the ATM
and the physical/actual cash, if after Service Provider investigation (as stated in clause 10 above), it
is proved that the shortage/difference of cash, if any, between the report generated and the physical
cash, is on account of the lapses on the part of the CIT, Service Provider shall make the payment
within 10 (ten) days from the day it is proved.
11.2 Vault Loss (es) and Transit Loss (es), if any, shall be by made good by Service Provider to
BANK within 60 (sixty) days of occurrence of such loss without waiting for admissibility or settlement
of the insurance claim. If the Service Provider fails to make such payment with the said period of 60
days, then Bank reserves the right to recover the same by invoking the Bank guarantee submitted
pursuant to clause 6 above.
12. SERVICE LIMITATIONS
If Service is required on ATMs under circumstances that could jeopardize the safety of Service
Provider personnel (such as calls to ATMs requiring work in the open, where lights are burned out, or
where other dangerous conditions exist), Service Provider reserves the right to reschedule or to
refuse service. Service Provider shall use its best efforts to notify Bank immediately if these
circumstances apply. Service Provider may recommend changes Bank can make to the ATM site
designed to improve safety and enable Service Provider to service the ATM without limitation. If at
any time Service Provider notifies Bank that an ATM site is a “high risk” location that represents a
safety risk, thereafter at its option Service Provider may either refuse to service ATMs at that location,
or increase their service rates to reflect the cost of providing protective measures until the
condition(s) creating the risk have been corrected.
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13. BANK’S RESPONSIBILITIES
13. 1 Bank shall open a zero balance BGL account in name of Service Provider appointed CIT for
the purpose of issuing cash.
13.2 Bank shall provide the required cash (as per denominations as mentioned in indents raised
by Service Provider) of ATM fit cash before 12 PM to the CIT.
13.3 Cash shall be issued by Bank from one or more designated branch in each city identified for
this purpose.
13.4 In case of overnight vaulting not available at a particular centre, where cash replenishment is
outsourced, the Bank approve of Branch-to-ATM loading.
14. CONTIGENCY ARRANGEMENTS
The Service Provider must have in place an appropriate and viable Contingency Plan to arrange for
alternate service providers in case the subcontractor managing the Cash Replenishment Services for
them is, for any unforeseen reason, unable to extend the services temporarily or otherwise.
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ANNEXURE - 1
CRITERIA FOR SELECTION OF CRA/CIT
1. Service Provider may subcontract the activities for Cash Replenishment Services (CRS)/Cash
Evacuation Services (CES) to reputed Cash Replenishment Agencies (CRA)/Cash–in-Transit
Agencies (CIT). Circles will provide prior approval to the Service Provider for engaging the CRA/CIT
agencies and Service Provider will obtain the approval for engaging the CRA / CIT agencies. On
subcontracting the above referred activity, Service Provider shall ensure to fulfill the following criteria
as under:
1.1 General
1.1.1 CRA shall be registered as a company under the Indian Companies Act 2013.
1.1.2 Cash replenishment shall be one of the main/core activities of the agency with at least 3
years’ experience in handling the activity.
1.1.3 CRA shall be engaged in cash replenishment in ATMs/CDs at a minimum of 50 centres
and/or 5000 ATMs across the country for a minimum of 3 banks at least for last 3 years.
Certificate of good performance from these banks shall be submitted to Bank’s LHO/Circles.
1.2 Financial
1.2.1 Financial net worth of more than Rs.50 crores
1.2.2 MS Service Provider shall obtain copies of CRA’s last 2 audited balance sheets and certified
copies of annual reports and submit a copy of the same to the respective Local Head
Office/Circle of the Bank.
1.3 Premises
1.3.1 All Cash Replenishment Agencies (CRAs) shall be required to have certain basic
infrastructure, resources and other assets / equipment to be in a position to provide the
Cash-in-Transit / Cash Replenishment/ Cash evacuation & other associated services to the
Bank.
1.3.2 Premises Location: The premises shall be located to ensure safety of operations. This shall
include areas closer to withdrawal centres; police stations; or areas with good connectivity.
1.3.3 Vault: The premises shall be sufficiently sized to include 2 physically independent areas:
1.3.3.1 Cash processing/handling zone: This zone shall accommodate space for cash deposit,
collection, sorting, and counting and delivery/dispatch cash on secured vehicles.
1.3.3.2 Cash Vault: A secure area to store cash. The area shall be as per following norms.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 72 of 118
1.3.3.2.1 In smaller cities with limited overnight vault operations and overnight vaulting
requirements of less than ₹10 crores, a strong room with defender safes is
necessary.
1.3.3.2.2 At operation centres with overnight vaulting requirements between ₹10–100 Crores,
vaulting facility shall be created as per RBI C Class vault norms.
1.3.3.2.3 At large operation centres with overnight vaulting requirements of greater than 100
Crores, vaulting facility shall be suitably enhanced.
1.3.3.2.4 All overnight vaulting facilities shall have provision to store currency of multiple banks
in separate and exclusive bins.
1.3.3.2.5 Service Provider shall verify vaulting facility and overnight holding pattern before
outsourcing work to the CRA and submit a certificate to the Bank to this effect. Bank
may also verify vaulting facility to ensure the adherence to prescribed norms.
1.4 Security at premises: Following basic security aspects shall be followed at the premises:
1.4.1 Premises shall be under 24x7 electronic (CCTV) surveillance and monitoring by the armed
private security guards.
1.4.2 Cash processing and vault areas shall have restricted and controlled access (preferably
through interlocking systems and frisking). Vault operations shall always be done under dual
custody.
1.4.3 Main vault area shall adhere to all safety norms like firefighting systems, smoke detection
systems, Emergency lighting, Control room for monitoring the movement of vehicles, Auto-
dialer and Burglar security systems.
1.4.4 Office space: Separate workspace, sufficient for the staff of the branch to attend to day to day
work.
1.5. Cash transporting Van:
The CRA shall be operating a fleet of not less than 500 own cash transporting vans across
India.
1.5.1 Layout: Typical van layout shall conform to the following basic characteristics:
Make - LMV (Light Motor Vehicle) or any other vehicle of similar type.
Van shall have 2 independent compartments. Compartment for storing cash shall be
physically separated and locked from passenger compartment.
1.5.2 Security: Vehicles shall adhere to the following minimum security guidelines to ensure safe
passage of cash and other valuables:
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 73 of 118
1.5.2.1 Each van shall be monitored at all time through a redundant communications
protocol. In addition, in case possible, the van’s movement shall also be tracked at
frequent/periodic intervals. Van shall have a GPS installed and controlling
technology for disabling / immobilizing the van whenever required.
1.5.2.2 The cash compartment shall be inaccessible from outside the van unless operated
internally by the custodians through manual/ electronic lock. Cash compartment shall
be specially reinforced with steel with only one door. Each of the cash boxes shall be
secured to the floor with separate chains and have 2 padlocks that can be opened or
locked only by using separate keys available with different custodians. Cash for each
bank shall be carried in a separate box with the name of the bank written on it.
1.5.2.3 Vans shall be equipped with hooters, fire extinguishers and emergency lights to
ensure quick reaction in case of an attack.
1.5.2.4 Cash Replenishment Agencies shall ensure that Cash vans shall not carry more than
Rs.5 Crores per trip.
1.5.2.5 Security vans shall compulsorily be deployed for carrying cash of value more than
Rs.5 lakhs per trip.
1.5.2.6 Size of the crew for the security van
Driver - 1
Security guards – 2
ATM Officer / Custodians – 2
Loader – 1 (optional)
1.5.2.7 CRAs shall enhance / adjust the crew complement with consent of the Bank based
on cash load and risk assessment in the specific geography of operation.
1.5.2.8 Wherever possible (especially at Metro and big cities where Bank has more than 15
Endpoints (ATM/CD/CDM/Cash Recycler) CRA shall provide exclusive van for cash
related activities of the Bank.
1.6 Recruitment of Operational staff: Protocols stated below shall be followed to minimize loss
due to fidelity/employee errors and also improve quality of operations:
1.6.1 All employees on company’s/Service Provider’s payroll shall comply with minimum wage, PF,
ESIC norms as applicable based on their skill levels.
HR department shall conduct a thorough scrutiny of employee credentials before selection.
Pre-recruitment formalities shall include Police verification of the employee.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 74 of 118
1.6.2 Training facilities for imparting necessary trainings for all categories of staff shall be set up.
Compulsory induction training of 80 hours shall be imparted as a combination of class room
training and on-field training. Refresher training shall be conducted once every year.
1.6.3 Necessary registration from ESI/EPFO, as applicable, is mandatory.
2. Bank shall undertake periodic verification of cash held on its behalf by the CRA. The Service
Provider shall ensure that cash verification by Bank’s officials / authorized agents is allowed by the
concerned CRA.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 75 of 118
ANNEXURE - 2
CASH WITHDRAWAL REQUISITION SLIP
Voucher No. :
Bank : Order No. :
Operation Dt. : Order Date :
Replenishment Type : Scheduled / Emergency
Please disburse Rs. (in figures) ____________________ Rs. (in words) ________________
________________________to our representatives whose signatures are attested below :
Denomination Pieces Amount (Rs.) required
2000
500
200
100
Total
Remarks : _________________________________________________________________
Attested Signatures of Cash withdrawees :
Custodian 1 : __________________________ Custodian 2 : _________________________
Signature : ____________________________ Signature : ___________________________
……………………………………………………………..
………………………………………………………………..
(Authorised Signatory – I) (Authorised Signatory – II)
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 76 of 118
OPENING VAULT BALANCE
Rs. (in figures) ____________________ Rs. (in words) ______________________________
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CASH ACKNOWLEDGEMENT RECEIPT
Amount of Cash received by
Denomination Pieces Amount (Rs.) required
2000
500
200
100
Rupees in words :
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 77 of 118
ANNEXURE - 3
SCHEDULED CASH ORDER
Order No. : Bank Name :
Order Date : Region :
Collection Date : Carrier :
Replenishment Date :
Sl. ATM ID Location Priority
Code
Denomination (Rs.) Total
Amount 100 200 500 2000
Total Amount :
(Less) Cash in float with CIT :
Amount to be withdrawn by Bank :
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 78 of 118
Note
Collection date means the date carrier shall collect cash from the Bank.
Replenishment date means the date carrier shall replenish cash for the corresponding ATM.
NT : New takeover
Priority : H – High, M – Medium, L – Low
Denomination load is subject to balance in ATM.
Prepared by :
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 79 of 118
ANNEXURE – 4
DAILY END OF DAY ACTIVITY REPORT
ATM ID CITY DATE CBR TIME
Count Amount Count Amount
2000 X 2000 X
500 X 500 X
100 X 100 X
50 X 50 X
Count Amount Count Amount
2000 X 2000 X
500 X 500 X
100 X 100 X
50 X 50 X
Count Amount Count Amount
2000 X 2000 X
500 X 500 X
100 X 100 X
50 X 50 X
Date Txns from Txns to Date Txns from Txns to
Custodian 1 : Supervisory Entry :
Custodian 2 : Supervisory Exit :
AUDIT ROLL DETAILS
Available Audit Rolls Missing Audit Rolls
LIST OF ENCLOSURES
Shortage (C - F < 0) = Overage (C - F < 0) =
TOTAL CASH REMOVED / LOADED (H) CLOSING BALANCE ( H +/- F)
Total Total
PHYSICAL CASH COUNT (D) CASH IN PURGE BIN (E)
Total Total
(F) Total of Physical Cash and Purge Bin (D + E)
OPENING CASH BALANCE (A) CASH DISPENSED (B)
Total Total
(C) Balance as per proof (A - B)
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 80 of 118
ANNEXURE – 5
(a) CASH RECONCILIATION & REPELNISHMENT REPORT (C3R)
(b) OVERAGE & SHORTAGE REPORT (OSR)
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 81 of 118
(c) VAULT CLOSING BALANCE (VCB)
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 82 of 118
ANNEXURE-B
PENALTY & INCENTIVE
Given below penalties and incentives regarding Annual Technical Support and Managed
Support Services shall be applicable for the existing Endpoint and the Endpoints to be
procured in the future under the related RFP and any RFP floated in future
i. Annual Technical Support
1.1. If the vendor fails to provide the DVSS footage, when required by the Bank within 180 days of
the incident, for any reason including settlement of complaints within a reasonable time, the
vendor will be liable to pay a penalty of Rs.1,000/= per instance or the amount of loss
suffered by the Bank on account of non-availability of such DVSS footage, whichever is
higher.
1.2. Solution Provider to ensure that EJ agent at the endpoint remains connected with central
solutions and if found disconnected, immediately ensure to get it connected. For cases,
where Central Solution is unable to pull ej log, solution provider to resolve the issue without
delay within four hours failing which a penalty of Rs.1,000 for every four hours or part thereof
will be imposed on the Solution Provider.
1.3. Solution Provider shall provide required services (irrespective of no. of visits to the endpoints)
furnished under the ATS – Annual Technical Support under the Scope of work , on oral/
telephonic/ email/ SMS / Mobile Application or Tickets/Incidents reported at Banks’ Online
Monitoring System any other mode of communication by the Bank through its qualified
expert personnel wherever the endpoints are installed with following resolution time,
otherwise will be subject to penalty mentioned thereagainst :
Category Resolution Time/ TAT Penalty
VIP endpoints 2 Hours : Irrespective of the population
group/ category
Rs.1200 per endpoint
per hour
Regular endpoints iii. 4 Hours : At Metro, Urban and
Semi-urban locations
iv. 6 Hours : At Rural locations
Rs.1000 per endpoint
per hour
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 83 of 118
The Bank will have sole discretion to permit the grace travel time depending on the
circumstances.
The above timelines are applicable for third party components also.
(ii) Managed Support Services
ii.1. Operationalization
a. For any delay in operationalization of full-fledged Managed Services (MS) of existing
endpoints beyond 10 days from the date of installation solution with enquiry txn, a penalty of
Rs. 1000/- per day (from the 11th day onwards) per endpoint will be charged.
b. For any delay in operationalization of full-fledged Managed Services (MS) of newly installed
endpoints ( to be procured under related RFP or any RFP floated later on in future) beyond
ten days from the date of installation with enquiry txn, a penalty of Rs. 1000/- per day (from
the 11th day onwards) per endpoint will be charged.
ii.2 For not maintaining target availability
The Service Provider will have to achieve the availability targets for endpoints at individual
level - ‘VIP Endpoints’ and the Regular Endpoints. The penalty for not maintaining target
availability will be applicable for individual Endpoints level.
VIP endpoints
Availability Penalty amount
93.0% to less than 95.0% 5% of Charges Payable
90.0% to less than 93.0% 10% of Charges Payable
less than 90.0% 25% of Charges Payable
Regular Endpoints :
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 84 of 118
Availability Penalty amount
90.0% to less than 92.0% 5% of Charges Payable
85.0% to less than 90.0% 10% of Charges Payable
less than 85.0% 25% of Charges Payable
ii.3 Incentives/Rewards for maintaining higher uptime
VIP Endpoints
Availability Incentive amount
96.0% to less than 97.0% and
monthly average financial
transactions of at least 250
5% of Charges Payable
above 97.0% and monthly average
financial transactions of at least 250
7% of Charges Payable
Regular Endpoints :
Availability Incentive amount
92.0% to less than 95.0% and
monthly average financial
transactions of at least 250
5% of Charges Payable
above 95.0% and monthly average
financial transactions of at least 250
7% of Charges Payable
Transactions will be limited to Cash withdrawal and cash deposit only. Non-Financial transactions will
not be considered for incentive/reward purpose.
ii.4 For consumables not made available
Rs.1000/- per incident shall be levied if consumable are not made available within four hour from the
time information available in Online Monitoring Solution or complaint lodged by Bank official at the
portal and/ or advised by Channel Manager or by the Bank official in this regard.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 85 of 118
ii.5 Transition Penalty :
In the event of failure of the Service Provider to render the Services or in the event of termination of
agreement or expiry of term or otherwise, without prejudice to any other right, the Bank at its sole
discretion may make alternate arrangement for getting the Services contracted with another vendor.
In such case, the Bank shall give prior notice to the existing Service Provider. The existing Service
Provider shall continue to provide services as per the terms of contract until a ‘New Service Provider’
completely takes over the work. During the transition phase, the existing Service Provider shall
render all reasonable assistance to the new Service Provider within such period prescribed by the
Bank, at no extra cost to the Bank, for ensuring smooth switch over and continuity of services. If
existing vendor is breach of this obligation, they shall be liable for paying a penalty of 10 % of the
respective line item of price bid on demand to the Bank, which may be settled from the payment of
invoices or Performance Bank Guarantee for the contracted period.
ii.6 HOUSEKEEPING FOR ENDPOINT AND IMMEDIATE SURROUNDING
For Regular endpoints : Rs.2000/- per one instance.
For VIP endpoints, penalty will be flat Rs.3000/- per instance
The above penalties shall be calculated at the ATM level. However, the recovery shall be made
from the total bill submitted by the Service Provider to LHO for that particular quarter.
ii.7 Penalty for not maintaining target FoS :
If FoS is more than 2 or 2.5, then interest @ 12% will be levied on the excess cash found above
the prescribed norm.
However, there will be no FoS penalty for first three months for any newly installed ATM. This
relaxation is provided to understand the dispensing pattern of the newly installed ATM for the initial
period of three months.
ii.8 CASH OUT
For Cash Out penalty shall be charged as under:-
(a) Rs.1000/- per machine upto 10 hours. In case the cash out extends beyond 10 hours,
then Rs.1000 for each hour.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 86 of 118
(b) Additional Rs.5000/- if cash out continues beyond 12 hours, for each block of 4 hours.
Example: If a cashout incident is closed within 10 hours, the penalty shall be Rs. 1000/-
only. However, if it it is closed in 26 hours, the penalty would be Rs. 21000/- (Rs. 1000/-
for 10 hours +Rs. 5000/- x 4 for next 12 hours)
iii. For Reject Bin full Bank shall levy penalty of Rs.1000 per incident, if Reject Bin full is
not cleared within 4 hours.
The penalty for cashout shall be applicable only where cash activity has been outsourced
to the Service Provider.
ii.9 IN CASE OF DEFRAUDED AMOUNT:
Defrauded amount if any, shall be by made good alongwith interest thereon at Banks’
prevailing clean overdraft interest rate at material time alongwith penalty at the rate of
Rs.10000/- per Rs.one lac or part thereof, by Service Provider to the Bank within 30
(sixty) days of occurrence of such fraud without waiting for admissibility or settlement of
the insurance claim, if any. If the Vendor fails to make such payment with the said period
of 30 days, then Bank reserves the right to recover the same by invoking the Bank
Guarantee.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 87 of 118
ANNEXURE -C
MANAGEMENT TAKEOVER CERTIFICATESITE TAKEOVER REPORT
Bank : ATM Name :
ATM Address: Region: Module : Circle :
Nodal/ Base Branch Name and Code: Nodal/ Base Branch address:
ATM : (On-site / Off-site/ Captive) ATM ID:
Branch Manager’s Name : Branch Contact Nos.:
ATM Co-ordinator name: ATM Co-ordinator contact details:
Weekly Holidays: Zonal ATM Co-ordinator:
Cash Link Branch and Code Cash Link Branch Address :
Geocode Lat : Long :
Inventory/Assets available at ATM Site : (Mention Nos., Make & Model)
1. ATM: a: Make :
b: Machine Serial No. :
c: Date of installation :
d: Currency Cassettes (Nos.) :
e. Set 1 of physical key :
f. Set 2 of physical key :
2. A/C 1 : 22. Name of Network Vendor:
3. A/C 2 : 23. Dustbin :
4. Telephone : 24. Cheque Deposit Box :
5. ATM Machine : 25. Drop Box Keys :
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 88 of 118
6. UPS make, model no.: 26. No. of Poster frames:
7. No. of Batteries : 27. Planters :
8. Modem : 28. Stationary Box :
9. Stabilizer : 29. Stationary:
10. Generator : 30. Registers :
11. Exhaust Fan : 31. Chair :
12. Sign Board/s : 32. Stool :
13. Tube Lights : 33. Fire Extinguisher (Full/ Empty):
14. Bulbs : 34. Keys :
15. Doormat : 35. Any other Items :
16. Door : 36. Visual merchandise:
17. Door handle: 37. Access Lock:
18. External Glass: 38. Electrical fittings:
19. VSS/DVSS, if available: 39. Earthing:
20. Lollypop signage: 40. ATM Sign Board:
21. Network Type: VSAT/Leased Line/CDMA
41. RBI license copy:
Remarks:
H/over by Name:
T/over by Name:
Designation:
Designation:
Company Name:
Company Name:
Signature:
Signature:
Certified that the ATM Site has been taken over by M/s………………….for Managed Services.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 89 of 118
FLM / House Keeping on Duty: FLM / Housekeeper Supervisor:
Name: Name:
Contact No: Contact No:
Date: Signature:
Time
Branch/Bank Seal & Sign:
Signature:
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 90 of 118
MACHINE & SITE DETAILS
ATM ID
Machine type CD Recycler
OLD ATM id (if Any)
Date of Installation
Machine Supplier Vendor
OEM/manufacturing Vendor
MS Vendor
Model Name & Serial no.
Phase Phase 13
Installation Location
(Tick if applicable)
Airport Shopping Mall or
Complex/Movie Theatre
Intouch Bus Stands
Railway Station Market area/Bazaar
Metro Station Govt. Building/ Govt. office
Army/Defence Area Main Branch
Petrol Pump
ATM Site Type E-corner Onsite Onsite
E-corner offsite Offsite
Intouch Onsite
Installation Room Branch Lobby Cabin
Window E-corner
Intouch
Ramp Available for Disable? Yes No
CCTV available Yes No
E-surveillance System Yes No
Security Guard Yes, Time
shift_________________
No
Backroom Available Yes No
Are all electrical wires, UPS,
switches, network cables, modem
in back room?
Yes No
No. of existing machines at site
(exclude this new machine)
No. of Existing CDs No. of Existing
Recycler/CDM
Total Machines at site
Full Site Address
District
City
State
Circle as per SBI
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 91 of 118
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 92 of 118
ANNEXURE –D
PERFORMANCE BANK GUARANTEE FORMAT
(TO BE STAMPED AS AN AGREEMENT)
THIS PERFORMANCE BANK GUARANTEE AGREEMENT executed at ……..this…….day of
……….. 201 by ……………. (Name of the Bank)……….. having its Registered Office at
…………….and its Branch at …………………………………………….(hereinafter referred to as "the
Guarantor", which expression shall, unless it be repugnant to the subject, meaning or context thereof,
be deemed to mean and include its successors and permitted assigns) IN FAVOUR OF State Bank
of India, a Statutory Corporation constituted under the State Bank of India Act, 1955 having its
Corporate Centre at State Bank Bhavan, Nariman Point, Mumbai and one of its offices at-----------------
- (procuring office address), hereinafter referred to as "SBI" which expression shall, unless
repugnant to the subject, context or meaning thereof, be deemed to mean and include its successors
and assigns).
WHEREAS M/s__________________________________________, incorporated under
__________________________________ Act having its registered office at
__________________________________ and principal place of business at
__________________________________ (hereinafter referred to as “Service Provider/ Vendor”
which expression shall unless repugnant to the context or meaning thereof shall include its
successor, executor & assigns) has agreed to supply of hardware/software and/ or services and to
develop, implement and support ………………… (name of Software Solution/ Service)
(hereinafterreferred to as “Services”) to SBI in accordance with the Request for Proposal (RFP) No.
SBI:xx:xx dated dd/mm/yyyy.
WHEREAS, SBI has agreed to avail the (i) Annual Technical Support and (ii) Managed
Support Services from the Service Provider for a period of ______ year(s).
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 93 of 118
WHEREAS, in accordance with terms and conditions of the RFP/Purchase
order/Agreement dated……………, Service Provider is required to furnish a Bank
Guarantee for a sum of Rs.__________/- (Rupees _________ only) for due performance
of the obligations of the Service Provider in providing the Services, in accordance with the
RFP/Purchase order/Agreement guaranteeing payment of the said amount of
Rs.__________/- (Rupees __________ only) to SBI, if Service Provider fails to fulfill its
obligations as agreed in RFP/Agreement.
WHEREAS, the Bank Guarantee is required to be valid for a total period of _____ months
and in the event of failure, on the part of Service Provider, to fulfill any of its commitments
/ obligations under the RFP/Agreement, SBI shall be entitled to invoke the Guarantee.
AND WHEREAS, the Guarantor, at the request of Service Provider, agreed to issue, on
behalf of Service Provider, Guarantee as above, for an amount of Rs.___________/-
(Rupees ___________ only).
NOW THIS GUARANTEE WITNESSETH THAT
1. In consideration of SBI having agreed to entrust the Service Provider for rendering Services
as mentioned in the RFP, we, the Guarantors, hereby unconditionally and irrevocably
guarantee that Service Provider shall fulfill its commitments and obligations in respect of
providing the Services as mentioned in the RFP/Agreement and in the event of Service
Provider failing to perform / fulfill its commitments / obligations in respect of providing
Services as mentioned in the RFP/Agreement, we (the Guarantor) shall on demand(s), from
time to time from SBI, without protest or demur or without reference to Service Provider and
not withstanding any contestation or existence of any dispute whatsoever between Service
Provider and SBI, pay SBI forthwith the sums so demanded by SBI in each of the demands,
subject to a cumulative maximum amount of Rs.__________/- (Rupees ____________only).
2. Any notice / communication / demand from SBI to the effect that Service Provider has failed
to fulfill its commitments / obligations in respect of rendering the Services as mentioned in the
Agreement, shall be conclusive, final & binding on the Guarantor and shall not be questioned
by the Guarantor in or outside the court, tribunal, authority or arbitration as the case may be
and all such demands shall be honoured by the Guarantor without any delay.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 94 of 118
3. We (the Guarantor) confirm that our obligation to the SBI, under this guarantee shall be
independent of the agreement or other understandings, whatsoever, between the SBI and
the Service Provider.
4. This guarantee shall not be revoked by us (the Guarantor) without prior consent in writing of
the SBI.
WE (THE GUARANTOR) HEREBY FURTHER AGREE & DECLARE THAT-
(i) Any neglect or forbearance on the part of SBI to Service Provider or any indulgence of any
kind shown by SBI to Service Provider or any change in the terms and conditions of the
Agreement or the Services shall not, in any way, release or discharge the Bank from its
liabilities under this Guarantee.
(ii) This Guarantee herein contained shall be distinct and independent and shall be enforceable
against the Guarantor, notwithstanding any Guarantee or Security now or hereinafter held by
SBI at its discretion.
(iii) This Guarantee shall not be affected by any infirmity or absence or irregularity in the
execution of this Guarantee by and / or on behalf of the Guarantor or by merger or
amalgamation or any change in the Constitution or name of the Guarantor.
(iv) The guarantee shall not be affected by any change in the constitution of SBI or Service
Provider or winding up / liquidation of Service Provider, whether voluntary or otherwise
(v) This guarantee shall be a continuing guarantee during its validity period and the SBI can
make its claim in one or more events within the total liability of the Guarantor mentioned
herein.
(vi) This Guarantee shall remain in full force and effect for a period of __ years from the date of
the issuance i.e. up to _________ Unless a claim under this Guarantee is made against us
within three (3) months from that date i.e. on or before _____ , all your rights under this
Guarantee shall be forfeited and we shall be relieved and discharged from all liabilities there
under.
(vii) This guarantee shall be governed by Indian Laws and the Courts inMumbai, India alone shall
have the jurisdiction to try & entertain any dispute arising out of this guarantee.
Notwithstanding anything contained herein above:
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 95 of 118
(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/- (Rupees
…………………….only)
(b)This Bank Guarantee shall be valid upto……………………….
c) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee
only and only if SBIserve upon us a written claim or demand on or before ……………………
(date which is 3 months after date mentioned at (b) above.
Yours faithfully,
For and on behalf of Bank.
__________________________
Authorised official
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 96 of 118
ANNEXURE -E
BANK GUARANTEE FOR CASH REPLENISHMENT SERVICES
THIS PERFORMANCE BANK GUARANTEE AGREEMENT executed at ……..this…….day of
……….. 201 by ……………. (Name of the Bank)……….. having its Registered Office at
…………….and its Branch at …………………………………………….(hereinafter referred to as "the
Guarantor", which expression shall, unless it be repugnant to the subject, meaning or context thereof,
be deemed to mean and include its successors and permitted assigns) IN FAVOUR OF State Bank
of India, a Statutory Corporation constituted under the State Bank of India Act, 1955 having its
Corporate Centre at State Bank Bhavan, Nariman Point, Mumbai and one of its offices at-----------------
- (procuring office address), hereinafter referred to as "SBI" which expression shall, unless
repugnant to the subject, context or meaning thereof, be deemed to mean and include its successors
and assigns).
WHEREAS M/s__________________________________________, incorporated under
__________________________________ Act having its registered office at
__________________________________ and principal place of business at
__________________________________ (hereinafter referred to as “Service Provider/ Vendor”
which expression shall unless repugnant to the context or meaning thereof shall include its
successor, executor & assigns) has agreed to supply of hardware/software and/ or services and to
develop, implement and support ………………… (name of Software Solution/ Service)
(hereinafterreferred to as “Services”) to SBI in accordance with the Request for Proposal (RFP) No.
SBI:xx:xx dated dd/mm/yyyy.
AND WHEREAS under the Agreement dated ________for (i) Annual Technical Support and (ii)
Managed Support Services, ___________ has, inter-alia, agreed to provide Cash Replenishment
Services upon the terms and conditions stated in the above said Agreement.
AND WHEREAS in accordance with above said Agreement, Service Provider is required to furnish a
Bank Guarantee for the sum of Rs. ………………../- (Rupees …………………………………. only)
securing its obligations in respect of vault loss and transit loss while providing the Cash Services in
accordance with the terms of above said Agreement. Such Bank Guarantee is required to be valid till
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 97 of 118
the validity of above said Agreement i.e. till ……………….. In the event of failure on the part of
Service Provider to pay for cash losses as per the terms and conditions of the above said Agreement,
SBI shall be entitled to invoke the guarantee.
AND WHEREAS the Bank at the request of Service Provider agreed to issue in favour of SBI this
guarantee for Rs. …………………………/- (Rupees ………………………………………. only).
IN CONSIDERATION OF THE ABOVE PREMISES
1.(a) We ___Bank shall on written demand(s) from time to time from SBI stating that the amount
claimed is due by way of cash loss suffered by the SBI without protest or demur or without reference
to Service Provider and notwithstanding any contestation or existence of any dispute whatsoever
between Service Provider and SBI, pay to SBI forthwith the sums so demanded by Bank in each of its
demands, not exceeding an aggregate amount of Rs.. …………………………/- (Rupees
………………………………………. only).
(b) Any notice/communication/demand from SBI to the effect that there has been failure on the
part of Service Provider to fulfill its obligations to pay for the Cash Loss under the above said
Agreement shall be conclusive, final and binding on the Bank and shall not be questioned by the
Bank, in or outside the court, tribunal, authority or arbitration as the case may be.
(c) This guarantee shall be a continuing guarantee during its currency.
2. We, ______________ Bank, HEREBY FURTHER AGREE & DECLARE THAT:
(a) Any neglect or forbearance on the part of SBI to Service Provider or any indulgence of any
kind shown by SBI or any change in the terms & conditions of the above said Agreement shall not in
any way release or discharge the Bank from its liabilities under this guarantee.
(b) This guarantee herein contained shall be distinct and independent and shall be enforceable
against the Bank, not withstanding any Guarantee or Security now or hereinafter held by SBI at its
discretion.
(c) This guarantee shall not be affected by any infirmity or absence or irregularity in the exercise
of the guaranteeing powers by or on behalf of the Bank or by merger or amalgamation or any change
in the constitution or name of the Bank.
(d) This guarantee shall not be affected by any change in the constitution of SBI or Service
Provider or winding up / liquidation of Service Provider, whether voluntary or otherwise.
(e) SBI can make its claim in one or more events within the total liability of the Bank.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 98 of 118
(f) Notwithstanding anything contained herein:
(i) Bank’s liability under this Bank Guarantee shall not exceed Rs. …………………………/-
(Rupees ………………………………………. only).
(ii) This Bank Guarantee shall be valid upto ……………………………; and
(iii) The Bank is liable to pay the guaranteed amount or any part thereof under this Bank Guarantee
only and only if SBI serves the Bank claim or demand on or before ……(3 months from the date of
expiry of this BG)...... .
(iv) The guarantor, under its constitution, has powers to give this guarantee and Shri ________
(signatories) Official(s) / Manager(s) of the Bank who has / have signed this guarantee has / have
powers/authority to do so.
IN WITNESS WHEREOF THE Bank has caused these presents to be signed at the place and on the
date, month & year first herein above written through its duly authorised official.
Signed and Delivered
_________________ Bank , Mumbai
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ANNEXURE -F
S.L.A. REPORT FORMAT
(to be submitted separately for VIP/Regular Endpoints with Monthly Bills)
Name of the Circle: ______________________________________
Report for the month of _____________________________________
Regular/Preferred/Metro ATM (strike out whichever is not applicable)
Overall availability (%) Target Actual
……… ……...
Number of ATMs/CDs/CDMs/Cash recyclers having availability percentage:
o 1% less than target ……………
o 2% less than target ……………
o 3% less than target ……………
o More than 3% less than target ……………
Breakup of Downtime
Controllable Factors (%) Remarks
i. Cash Handler Fault
ii. Reject Bin Full
iii. Cash Out
iv. Supply Out
v. Supervisory Mode
A. TOTAL
Non-controllable factors
i. SLM Hardware
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ii. Other hardware faults
iii. Connectivity
iv. Others
B. TOTAL
AGGREGATE (A + B)
(Note: All other reports being submitted every month as part of the monthly Managed
Services Performance Report to this Office and LHOs/ABs to continue)
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 101 of 118
ANNEXURE-G
NON-DISCLOSURE AGREEMENT
THIS RECIPROCAL NON-DISCLOSURE AGREEMENT (the “Agreement”) is made at Mumbai
between:
__________________________________ constituted under the _________ Act, ______ having its
Corporate Centre at ___________________________ __________________________________
(hereinafter referred to as “Bank” which expression includes its successors and assigns) of the ONE
PART;
And
____________________________________ (hereinafter referred to as “_________” which
expression shall unless repugnant to the subject or context thereof, shall mean and include its
successors and permitted assigns) of the OTHER PART;
And Whereas
1. _________________________________________ is carrying on business of providing
_________________________________, has agreed to __________________________ for the
Bank and other related tasks.
2. For purposes of advancing their business relationship, the parties would need to disclose
certain valuable confidential information to each other. Therefore, in consideration of
covenants and agreements contained herein for the mutual disclosure of confidential
information to each other, and intending to be legally bound, the parties agree to terms and
conditions as set out hereunder.
NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER
1. Confidential Information and Confidential Materials:
(a) “Confidential Information” means non-public information that Disclosing Party designates as
being confidential or which, under the circumstances surrounding disclosure ought to be
treated as confidential. “Confidential Information” includes, without limitation, information
relating to installed or purchased Disclosing Party software or hardware products, the
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 102 of 118
information relating to general architecture of Disclosing Party’s network, information relating
to nature and content of data stored within network or in any other storage media, Disclosing
Party’s business policies, practices, methodology, policy design delivery, and information
received from others that Disclosing Party is obligated to treat as confidential. Confidential
Information disclosed to Receiving Party by any Disclosing Party Subsidiary and/ or agents is
covered by this agreement
(b) Confidential Information shall not include any information that: (i) is or subsequently becomes
publicly available without Receiving Party’s breach of any obligation owed to Disclosing
party; (ii) becomes known to Receiving Party prior to Disclosing Party’s disclosure of such
information to Receiving Party; (iii) became known to Receiving Party from a source other
than Disclosing Party other than by the breach of an obligation of confidentiality owed to
Disclosing Party; or (iv) is independently developed by Receiving Party.
(c) “Confidential Materials” shall mean all tangible materials containing Confidential Information,
including without limitation written or printed documents and computer disks or tapes,
whether machine or user readable.
2. Restrictions
(a) Each party shall treat as confidential the Contract and any and all information (“confidential
information”) obtained from the other pursuant to the Contract and shall not divulge such
information to any person (except to such party’s own employees and other persons and
then only to those employees and persons who need to know the same) without the other
party’s written consent provided that this clause shall not extend to information which was
rightfully in the possession of such party prior to the commencement of the negotiations
leading to the Contract, which is already public knowledge or becomes so at a future date
(otherwise than as a result of a breach of this clause). Receiving Party will have executed or
shall execute appropriate written agreements with its employees and consultants specifically
assigned and/or otherwise, sufficient to enable it to comply with all the provisions of this
Agreement. If the Contractor shall appoint any Sub-Contractor then the Contractor may
disclose confidential information to such Sub-Contractor subject to such Sub Contractor
giving the Customer an undertaking in similar terms to the provisions of this clause.
(b) Receiving Party may disclose Confidential Information in accordance with judicial or other
governmental order to the intended recipients (as detailed in this clause), provided Receiving
Party shall give Disclosing Party reasonable notice prior to such disclosure and shall comply
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 103 of 118
with any applicable protective order or equivalent. The intended recipients for this purpose
are:
(1) the statutory auditors of the Customer and
(2) regulatory authorities regulating the affairs of the Customer and inspectors and supervisory
bodies thereof
(c) The foregoing obligations as to confidentiality shall survive any termination of this Agreement
(d) Confidential Information and Confidential Material may be disclosed, reproduced, summarized
or distributed only in pursuance of Receiving Party’s business relationship with Disclosing
Party, and only as otherwise provided hereunder. Receiving Party agrees to segregate all
such Confidential Material from the confidential material of others in order to prevent mixing.
(e) Receiving Party may not reverse engineer, decompile or disassemble any software disclosed
to Receiving Party.
3. Rights and Remedies
(a) Receiving Party shall notify Disclosing Party immediately upon discovery of any unauthorized
used or disclosure of Confidential Information and/ or Confidential Materials, or any other
breach of this Agreement by Receiving Party, and will cooperate with Disclosing Party in
every reasonable way to help Disclosing Party regain possession of the Confidential
Information and/ or Confidential Materials and prevent its further unauthorized use.
(b) Receiving Party shall return all originals, copies, reproductions and summaries of Confidential
Information or Confidential Materials at Disclosing Party’s request, or at Disclosing Party’s
option, certify destruction of the same.
(c) Receiving Party acknowledges that monetary damages may not be the only and / or a
sufficient remedy for unauthorized disclosure of Confidential Information and that disclosing
party shall be entitled, without waiving any other rights or remedies (as listed below), to
injunctive or equitable relief as may be deemed proper by a Court of competent jurisdiction.
a. Suspension of access privileges
b. Change of personnel assigned to the job
c. Financial liability for actual, consequential or incidental damages
d. Termination of contract
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 104 of 118
(d) Disclosing Party may visit Receiving Party’s premises, with reasonable prior notice and during
normal business hours, to review Receiving Party’s compliance with the term of this
Agreement.
4. Miscellaneous
(a) All Confidential Information and Confidential Materials are and shall remain the property of
Disclosing Party. By disclosing information to Receiving Party, Disclosing Party does not
grant any expressed or implied right to Receiving Party to disclose information under the
Disclosing Party patents, copyrights, trademarks, or trade secret information.
(b) Any software and documentation provided under this Agreement is provided with
RESTRICTED RIGHTS.
(c) Neither party grants to the other party any license, by implication or otherwise, to use the
Confidential Information, other than for the limited purpose of evaluating or advancing a
business relationship between the parties, or any license rights whatsoever in any patent,
copyright or other intellectual property rights pertaining to the Confidential Information.
(d) The terms of Confidentiality under this Agreement shall not be construed to limit either party’s
right to independently develop or acquire product without use of the other party’s Confidential
Information. Further, either party shall be free to use for any purpose the residuals resulting
from access to or work with such Confidential Information, provided that such party shall
maintain the confidentiality of the Confidential Information as provided herein. The term
“residuals” means information in non-tangible form, which may be retained by person who
has had access to the Confidential Information, including ideas, concepts, know-how or
techniques contained therein. Neither party shall have any obligation to limit or restrict the
assignment of such persons or to pay royalties for any work resulting from the use of
residuals. However, the foregoing shall not be deemed to grant to either party a license
under the other party’s copyrights or patents.
(e) This Agreement constitutes the entire agreement between the parties with respect to the
subject matter hereof. It shall not be modified except by a written agreement dated
subsequently to the date of this Agreement and signed by both parties. None of the
provisions of this Agreement shall be deemed to have been waived by any act or
acquiescence on the part of Disclosing Party, its agents, or employees, except by an
instrument in writing signed by an authorized officer of Disclosing Party. No waiver of any
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 105 of 118
provision of this Agreement shall constitute a waiver of any other provision(s) or of the same
provision on another occasion.
(f) In case of any dispute, both the parties agree for neutral third party arbitration. Such arbitrator
will be jointly selected by the two parties and he/she may be an auditor, lawyer, consultant or
any other person of trust. The said proceedings shall be conducted in English language at
Mumbai and in accordance with the provisions of Indian Arbitration and Conciliation Act 1996
or any Amendments or Re-enactments thereto.
(g) Subject to the limitations set forth in this Agreement, this Agreement will inure to the benefit of
and be binding upon the parties, their successors and assigns.
(h) If any provision of this Agreement shall be held by a court of competent jurisdiction to be
illegal, invalid or unenforceable, the remaining provisions shall remain in full force and effect.
(i) All obligations created by this Agreement shall survive change or termination of the parties’
business relationship.
5. Suggestions and Feedback
(a) Either party from time to time may provide suggestions, comments or other feedback to the
other party with respect to Confidential Information provided originally by the other party
(hereinafter “feedback”). Both party agree that all Feedback is and shall be entirely voluntary
and shall not in absence of separate agreement, create any confidentially obligation for the
receiving party. However, the Receiving Party shall not disclose the source of any feedback
without the providing party’s consent. Feedback shall be clearly designated as such and,
except as otherwise provided herein, each party shall be free to disclose and use such
Feedback as it sees fit, entirely without obligation of any kind to other party. The foregoing
shall not, however, affect either party’s obligations hereunder with respect to Confidential
Information of other party.
Dated this __________ day of _________ 2017 at __________
(month) (place)
For and on behalf of ___________________________
Name
Designation
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 106 of 118
Place
Signature
For and on behalf of ___________________________
Name
Designation
Place
Signature
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 107 of 118
ANNEXURE-H
Transition Plan
1. Introduction
1.1 This Annexure describes the duties and responsibilities of the SERVICE PROVIDER and the
STATE BANK OF INDIA to ensure proper transition of services and to ensure complete
knowledge transfer.
2. Objectives
2.1 The objectives of this annexure are to:
(1) ensure a smooth transition of Services from the SERVICE PROVIDER to a
New/Replacement SERVICE PROVIDER or back to the STATE BANK OF INDIA at the
termination or expiry of this Agreement;
(2) ensure that the responsibilities of both parties to this Agreement are clearly defined in
the event of exit and transfer; and
(3) ensure that all relevant Assets are transferred.
3. General
3.1 Where the STATE BANK OF INDIA intends to continue equivalent or substantially similar
services to the Services provided by the SERVICE PROVIDER after termination or expiry
the Agreement, either by performing them itself or by means of a New/Replacement
SERVICE PROVIDER, the SERVICE PROVIDER shall ensure the smooth transition to the
Replacement SERVICE PROVIDER and shall co-operate with the STATE BANK OF INDIA
or the Replacement SERVICE PROVIDER as required in order to fulfil the obligations
under this annexure.
3.2 The SERVICE PROVIDER shall co-operate fully with the STATE BANK OF INDIA and any
potential Replacement SERVICE PROVIDERs tendering for any Services, including the
transfer of responsibility for the provision of the Services previously performed by the
SERVICE PROVIDER to be achieved with the minimum of disruption. In particular:
3.2.1 during any procurement process initiated by the STATE BANK OF INDIA and in anticipation
of the expiry or termination of the Agreement and irrespective of the identity of any
potential or actual Replacement SERVICE PROVIDER, the SERVICE PROVIDER shall
comply with all reasonable requests by the STATE BANK OF INDIA to provide information
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relating to the operation of the Services, including but not limited to, hardware and software
used, inter-working, coordinating with other application owners, access to and provision of
all performance reports, agreed procedures, and any other relevant information (including
the configurations set up for the STATE BANK OF INDIA and procedures used by the
SERVICE PROVIDER for handling Data) reasonably necessary to achieve an effective
transition, provided that:
3.2.1.1 the SERVICE PROVIDER shall not be obliged to provide any information concerning the
costs of delivery of the Services or any part thereof or disclose the financial records of the
SERVICE PROVIDER to any such party;
3.2.1.2 the SERVICE PROVIDER shall not be obliged to disclose any such information for use by an
actual or potential Replacement SERVICE PROVIDER unless such a party shall have
entered into a confidentiality agreement; and
3.2.1.3 whilst supplying information as contemplated in this paragraph 3.2.1 the SERVICE
PROVIDER shall provide sufficient information to comply with the reasonable requests of
the STATE BANK OF INDIA to enable an effective tendering process to take place but
shall not be required to provide information or material which the SERVICE PROVIDER
may not disclose as a matter of law.
3.3 In assisting the STATE BANK OF INDIA and/or the Replacement SERVICE PROVIDER to
transfer the Services the following commercial approach shall apply:
(1) where the SERVICE PROVIDER does not have to utilise resources in addition to
those normally used to deliver the Services prior to termination or expiry, the
SERVICE PROVIDER shall make no additional Charges. The STATE BANK OF
INDIA may reasonably request that support and materials already in place to provide
the Services may be redeployed onto work required to effect the transition provided
always that where the STATE BANK OF INDIA agrees in advance that such
redeployment will prevent the SERVICE PROVIDER from meeting any Service
Levels, achieving any other key dates or from providing any specific deliverables to
the STATE BANK OF INDIA, the STATE BANK OF INDIA shall not be entitled to
claim any penalty or liquidated damages for the same.
(2) where any support and materials necessary to undertake the transfer work or any
costs incurred by the SERVICE PROVIDER are additional to those in place as part of
the proper provision of the Services the STATE BANK OF INDIA shall pay the
SERVICE PROVIDER for staff time agreed in advance at the rates agreed between
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the parties and for materials and other costs at a reasonable price which shall be
agreed with the STATE BANK OF INDIA.
3.4 If so required by the STATE BANK OF INDIA, on the provision of no less than ………
month’s notice in writing, the SERVICE PROVIDER shall continue to provide the Services
or an agreed part of the Services for a period not less than ……….month and not
exceeding …….. months beyond the date of termination or expiry of the Agreement. In
such event the STATE BANK OF INDIA shall reimburse the SERVICE PROVIDER for such
elements of the Services as are provided beyond the date of termination or expiry date of
the Agreement on the basis that:
(1) materials and other costs will be charged at a reasonable price which shall be agreed
between the Parties; and/or
(2) any other fees agreed between the Parties at the time of termination or expiry.
3.5 The SERVICE PROVIDER shall provide to the STATE BANK OF INDIA an analysis of the
Services to the extent reasonably necessary to enable the STATE BANK OF INDIA to plan
migration of such workload to a Replacement SERVICE PROVIDER provided always that
this analysis involves providing performance data already delivered to the STATE BANK
OF INDIA as part of the performance monitoring regime.
3.6 The SERVICE PROVIDER shall provide such information as the STATE BANK OF INDIA
reasonably considers to be necessary for the actual Replacement SERVICE PROVIDER,
or any potential Replacement SERVICE PROVIDER during any procurement process, to
define the tasks which would need to be undertaken in order to ensure the smooth
transition of all or any part of the Services.
3.7 the SERVICE PROVIDER shall make available such Key Personnel who have been involved
in the provision of the Services as the Parties may agree to assist the STATE BANK OF
INDIA or a Replacement SERVICE PROVIDER (as appropriate) in the continued support
of the Services beyond the expiry or termination of the Agreement, in which event the
STATE BANK OF INDIA shall pay for the services of such Key Personnel on a time and
materials basis at the rates agreed between the parties.
3.8 The SERVICE PROVIDER shall co-operate with the STATE BANK OF INDIA during the
handover to a Replacement SERVICE PROVIDER and such co-operation shall extend to,
but shall not be limited to, inter-working, co-ordinating and access to and provision of all
operational and performance documents, reports, summaries produced by the SERVICE
PROVIDER for the STATE BANK OF INDIA, including the configurations set up for the
STATE BANK OF INDIA and any and all information to be provided by the SERVICE
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PROVIDER to the STATE BANK OF INDIA under any other term of this Agreement
necessary to achieve an effective transition without disruption to routine operational
requirements.
4. Replacement SERVICE PROVIDER
4.1 In the event that the Services are to be transferred to a Replacement SERVICE PROVIDER,
the STATE BANK OF INDIA will use reasonable endeavors to ensure that the
Replacement SERVICE PROVIDER co-operates with the SERVICE PROVIDER during the
handover of the Services.
5. Subcontractors
5.1 The SERVICE PROVIDER agrees to provide the STATE BANK OF INDIA with details of the
Subcontracts used in the provision of the Services. The SERVICE PROVIDER will not
restrain or hinder its Subcontractors from entering into agreements with other prospective
service providers for the delivery of supplies or services to the Replacement SERVICE
PROVIDER.
6. Transfer of Configuration Management Database
6.1 6 (six) months prior to expiry or within 2 (two) week of notice of termination of this Agreement
the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA a full, accurate and
up to date cut of content from the Configuration Management Database (or equivalent)
used to store details of Configurable Items and Configuration Management data for all
products used to support delivery of the Services.
7. Transfer of Assets
7.1 6 (six) months prior to expiry or within 2 (two) week of notice of termination of the Agreement
the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA the Asset Register
comprising:
(1) a list of all Assets eligible for transfer to the STATE BANK OF INDIA; and
(2) a list identifying all other Assets, (including human resources, skillset requirement
and know-how), that are ineligible for transfer but which are essential to the delivery of
the Services. The purpose of each component and the reason for ineligibility for
transfer shall be included in the list.
7.2 Within 1 (one) month of receiving the Asset Register as described above, the STATE BANK
OF INDIA shall notify the SERVICE PROVIDER of the Assets it requires to be transferred,
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(the “Required Assets”), and the STATE BANK OF INDIA and the SERVICE PROVIDER
shall provide for the approval of the STATE BANK OF INDIA a draft plan for the Asset
transfer.
7.3 In the event that the Required Assets are not located on STATE BANK OF INDIA premises:
(1) the SERVICE PROVIDER shall be responsible for the dismantling and packing of the
Required Assets and to ensure their availability for collection by the STATE BANK OF
INDIA or its authorised representative by the date agreed for this;
(2) any charges levied by the SERVICE PROVIDER for the Required Assets not owned
by the STATE BANK OF INDIA shall be fair and reasonable in relation to the condition
of the Assets and the then fair market value; and
(3) for the avoidance of doubt, the STATE BANK OF INDIA will not be responsible for the
Assets.
7.4 The SERVICE PROVIDER warrants that the Required Assets and any components thereof
transferred to the STATE BANK OF INDIA or Replacement SERVICE PROVIDER benefit
from any remaining manufacturer’s warranty relating to the Required Assets at that time,
always provided such warranties are transferable to a third party.
8. Transfer of Software Licenses
8.1 6 (six) months prior to expiry or within 2 (two) week of notice of termination of this
Agreement the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA all
licenses for Software used in the provision of Services which were purchased by the
STATE BANK OF INDIA.
8.2 On notice of termination of this Agreement the SERVICE PROVIDER shall, within 2 (two)
week of such notice, deliver to the STATE BANK OF INDIA details of all licenses for
SERVICE PROVIDER Software and SERVICE PROVIDER Third Party Software used in
the provision of the Services, including the terms of the software license agreements. For
the avoidance of doubt, the STATE BANK OF INDIA shall be responsible for any costs
incurred in the transfer of licenses from the SERVICE PROVIDER to the STATE BANK OF
INDIA or to a Replacement SERVICE PROVIDER provided such costs shall be agreed in
advance. Where transfer is not possible or not economically viable the Parties will discuss
alternative licensing arrangements.
8.3 Within 1 (one) month of receiving the software license information as described above, the
STATE BANK OF INDIA shall notify the SERVICE PROVIDER of the licenses it wishes to
be transferred, and the SERVICE PROVIDER shall provide for the approval of the STATE
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 112 of 118
BANK OF INDIA a draft plan for license transfer, covering novation of agreements with
relevant software providers, as required. Where novation is not possible or not
economically viable the Parties will discuss alternative licensing arrangements.
9. Transfer of Software
9.1 Wherein State Bank of India is the owner of the software, 6 (six) months prior to expiry or
within 2 (two) weeks of notice of termination of this Agreement the SERVICE PROVIDER
shall deliver, or otherwise certify in writing that it has delivered, to the STATE BANK OF
INDIA a full, accurate and up to date version of the Software including up to date versions
and latest releases of, but not limited to:
(a) Source Code (with source tree) and associated documentation;
(b) application architecture documentation and diagrams;
(c) release documentation for functional, technical and interface specifications;
(d) a plan with allocated resources to handover code and design to new development
and test teams (this shall include architectural design and code ‘walk-through’);
(e) Source Code and supporting documentation for testing framework tool and
performance tool;
(f) test director database;
(g) test results for the latest full runs of the testing framework tool and performance tool
on each environment; and
10. Transfer of Documentation
10.1 6 (six) months prior to expiry or within 2 (two) weeks of notice of termination of this
Agreement the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA a full,
accurate and up-to date set of Documentation that relates to any element of the Services
as defined in Annexure A.
11. Transfer of Service Management Process
11.1 6 (six) months prior to expiry or within 2 (two) weeks of notice of termination of this
Agreement the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA:
(a) a plan for the handover and continuous delivery of the Service Desk function and
allocate the required resources;
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(b) full and up to date, both historical and outstanding Service Desk ticket data including,
but not limited to:
(1) Incidents;
(2) Problems;
(3) Service Requests;
(4) Changes;
(5) Service Level reporting data;
(c) a list and topology of all tools and products associated with the provision of the
Software and the Services;
(d) full content of software builds and server configuration details for software deployment
and management; and
(e) monitoring software tools and configuration.
12. Transfer of Knowledge Base
12.1 6 (six) months prior to expiry or within 2 (two) week of notice of termination of this Agreement
the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA a full, accurate and
up to date cut of content from the knowledge base (or equivalent) used to troubleshoot
issues arising with the Services but shall not be required to provide information or material
which the SERVICE PROVIDER may not disclose as a matter of law.
13. Transfer of Service Structure
13.1 6 (six) months prior to expiry or within 2 (two) weeks notice of termination of this Agreement
the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA a full, accurate and
up to date version of the following, as a minimum:
(a) archive of records including:
(1) Questionnaire Packs;
(2) project plans and sign off;
(3) Acceptance Criteria; and
(4) Post Implementation Reviews.
(b) programme plan of all work in progress currently accepted and those in progress;
(c) latest version of documentation set;
(d) Source Code (if appropriate) and all documentation to support the services build tool
with any documentation for ‘workarounds’ that have taken place;
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(e) Source Code, application architecture documentation/diagram and other
documentation;
(f) Source Code, application architecture documentation/diagram and other
documentation for Helpdesk; and
(g) project plan and resource required to hand Service Structure capability over to the
new team.
14. Transfer of Data
14.1 In the event of expiry or termination of this Agreement the SERVICE PROVIDER shall cease
to use the STATE BANK OF INDIA Data and, at the request of the STATE BANK OF
INDIA, shall destroy all such copies of the STATE BANK OF INDIA Data then in its
possession to the extent specified by the STATE BANK OF INDIA.
14.2 Except where, pursuant to paragraph 14.1 above, the STATE BANK OF INDIA has instructed
the SERVICE PROVIDER to destroy such STATE BANK OF INDIA Data as is held and
controlled by the SERVICE PROVIDER, 1 (one) months prior to expiry or within 1 (one)
month of termination of this Agreement, the SERVICE PROVIDER shall deliver to the
STATE BANK OF INDIA:
(1) An inventory of the STATE BANK OF INDIA Data held and controlled by the
SERVICE PROVIDER, plus any other data required to support the Services; and/or
(2) a draft plan for the transfer of the STATE BANK OF INDIA Data held and controlled
by the SERVICE PROVIDER and any other available data to be transferred.
15. Training Services on Transfer
15.1 The SERVICE PROVIDER shall comply with the STATE BANK OF INDIA’s reasonable
request to assist in the identification and specification of any training requirements
following expiry or termination. The purpose of such training shall be to enable the STATE
BANK OF INDIA or a Replacement SERVICE PROVIDER to adopt, integrate and utilize
the Data and Assets transferred and to deliver an equivalent service to that previously
provided by the SERVICE PROVIDER.
15.2 The provision of any training services and/or deliverables and the charges for such services
and/or deliverables shall be agreed between the parties.
15.3 Subject to paragraph 15.2 above, the SERVICE PROVIDER shall produce for the STATE
BANK OF INDIA’s consideration and approval 6 (six) months prior to expiry or within 10
(ten) Working Days of issue of notice of termination:
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(1) A training strategy, which details the required courses and their objectives;
(2) Training materials (including assessment criteria); and
(3) a training plan of the required training events.
15.4 Subject to paragraph 15.2 above, the SERVICE PROVIDER shall schedule all necessary
resources to fulfil the training plan, and deliver the training as agreed with the STATE
BANK OF INDIA.
15.5 SERVICE PROVIDER shall provide training courses on operation of licensed /open source
software product at STATE BANK OF INDIA’s ________Premises, at such times, during
business hours as STATE BANK OF INDIA may reasonably request. Each training course
will last for ________hours. STATE BANK OF INDIA may enroll up to ________ of its
staff or ________ employees of the new/replacement service provider in any training
course, and the SERVICE PROVIDER shall provide a hard copy of the Product (licensed
or open sourced) standard training manual for each enrollee. Each training course will be
taught by a technical expert with no fewer than ……………. Years of experience in
operating ……………….. software system. SERVICE PROVIDER shall provide the
…………………. training without any additional charges.
16. Transfer Support Activities
16.1 6 (six) months prior to expiry or within 10 (ten) Working Days of issue of notice of termination,
the SERVICE PROVIDER shall assist the STATE BANK OF INDIA or Replacement
SERVICE PROVIDER to develop a viable exit transition plan which shall contain details
of the tasks and responsibilities required to enable the transition from the Services
provided under this Agreement to the Replacement SERVICE PROVIDER or the STATE
BANK OF INDIA, as the case may be.
16.2 The exit transition plan shall be in a format to be agreed with the STATE BANK OF INDIA
and shall include, but not be limited to:
(1) a timetable of events;
(2) resources;
(3) assumptions;
(4) activities;
(5) responsibilities; and
(6) risks.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 116 of 118
16.3 The SERVICE PROVIDER shall supply to the STATE BANK OF INDIA or a Replacement
SERVICE PROVIDER specific materials including but not limited to:
(a) Change Request log;
(b) entire back-up history; and
(c) dump of database contents including the Asset Register, problem management
system and operating procedures. For the avoidance of doubt this shall not include
proprietary software tools of the SERVICE PROVIDER which are used for project
management purposes generally within the SERVICE PROVIDER's business.
16.4 The SERVICE PROVIDER shall supply to the STATE BANK OF INDIA or a Replacement
SERVICE PROVIDER proposals for the retention of Key Personnel for the duration of
the transition period.
16.5 On the date of expiry the SERVICE PROVIDER shall provide to the STATE BANK OF INDIA
refreshed versions of the materials required under paragraph 16.3 above which shall
reflect the position as at the date of expiry.
16.6 The SERVICE PROVIDER shall provide to the STATE BANK OF INDIA or to any
Replacement SERVICE PROVIDER within 14 (fourteen) Working Days of expiry or
termination a full and complete copy of the Incident log book and all associated
documentation recorded by the SERVICE PROVIDER till the date of expiry or
termination.
16.7 The SERVICE PROVIDER shall provide for the approval of the STATE BANK OF INDIA a
draft plan to transfer or complete work-in-progress at the date of expiry or termination.
17. Use of STATE BANK OF INDIA Premises
17.1 Prior to expiry or on notice of termination of this Agreement, the SERVICE PROVIDER shall
provide for the approval of the STATE BANK OF INDIA a draft plan specifying the
necessary steps to be taken by both the SERVICE PROVIDER and the STATE BANK
OF INDIA to ensure that the STATE BANK OF INDIA’s Premises are vacated by the
SERVICE PROVIDER.
17.2 Unless otherwise agreed, the SERVICE PROVIDER shall be responsible for all costs
associated with the SERVICE PROVIDER’s vacation of the STATE BANK OF INDIA’s
Premises, removal of equipment and furnishings, redeployment of SERVICE PROVIDER
Personnel, termination of arrangements with Subcontractors and service contractors and
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 117 of 118
restoration of the STATE BANK OF INDIA Premises to their original condition (subject to
a reasonable allowance for wear and tear).
IN WITNESS WHEREOF, the parties hereto have caused this annexure to be executed
by their duly authorized representatives as of ……………..day of ……………...
State Bank of India Service Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.
------------------------------------------------------------------------------------------------------------------------- Appendix 12b SLA-Managed and Support Services Page 118 of 118
Annexure-I
RATE FOR ANNUAL TECHNICAL SUPPORT
RS……… PER UNIT PER ANNUM
RATES FOR MANAGED SERVICES
• The prices mentioned above are inclusive of all taxes, levies, etc., except GST wherever
applicable. GST, wherever applicable, shall be paid by the Bank at applicable rates.
• The Bank may not avail any of the above services.
Sl Item Rate per annum per unit (In Rs.)
1. Replenishment of consumables (without any
restriction on quantity)
2. Housekeeping for Endpoints and immediate
surroundings
3 Management Centre activities
4. Maintenance and Management of peripherals/allied
equipment
A Subtotal (1 to 4 above)
5. Cash Replenishment/ Evacuation Services
B Sub total (5 above)
TOTAL C = A+B
Appendix-12c SLA Agreement for Solutions Page 1 of 93
PROCUREMENT OF MULTIVENDOR SOLUTION,
ENDPOINT PROTECTION SOLUTION AND ONLINE
MONITORING SOLUTION AND SERVICES
SERVICE LEVEL AGREEMENT
BETWEEN
STATE BANK OF INDIA
&
...............................................
IT-ATM Department
State Bank Global IT Centre, Navi Mumbai
Appendix-12c SLA Agreement for Solutions Page 2 of 93
Contents 1. DEFINITIONS & INTERPRETATION ......................................................................................... 4
2. SCOPE OF WORK ........................................................................................................................ 9
3. FEES /COMPENSATION ............................................................................................................ 15
4. PENALTIES/SLA CONDITIONS ............................................................................................... 18
5. LIABILITIES/OBLIGATION ...................................................................................................... 18
6. REPRESENTATIONS &WARRANTIES .................................................................................... 19
7. VENDOR’S OBLIGATIONS ...................................................................................................... 21
8. GENERAL INDEMNITY ............................................................................................................ 23
9. CONTINGENCY PLANS. .......................................................................................................... 24
10. TRANSITION REQUIREMENT: .......................................................................................... 24
11. LIQUIDATED DAMAGES ..................................................................................................... 25
12. RELATIONSHIP BETWEEN THE PARTIES ........................................................................ 25
13. SUB CONTRACTING ............................................................................................................ 26
12 INTELLECTUAL PROPERTY RIGHTS .................................................................................... 26
13 SYSTEM INTEGRATION TESTING & USER ACCEPTANCE TESTING : ........................... 29
14 COUNTRY OR ORIGIN / ELIGIBILITY OF GOODS & SERVICES: ..................................... 30
15 DELIVERY, INSTALLATION, COMMISSIONING & DOCUMENTATION ......................... 30
16 INSPECTION AND AUDIT ........................................................................................................ 33
17 SECURITY AND CONFIDENTIALITY .................................................................................... 35
18 OWNERSHIP :............................................................................................................................ 38
19 TERMINATION CLAUSE : ........................................................................................................ 42
20 DISPUTE REDRESSAL MACHANISM & GOVERNING LAW ............................................. 43
21 RIGHT TO USE DEFECTIVE PRODUCT : ............................................................................... 44
22 POWERS TO VARY OR OMIT WORK : ................................................................................... 44
23 NO WAIVER OF BANK RIGHTS OR..................... (SERVICE PROVIDER)’S LIABILITY . 45
24 CHANGE OF ORDERS .............................................................................................................. 46
25 CONTRACT AMENDMENTS ................................................................................................... 46
26 LIMITATION OF LIABILITY .................................................................................................... 46
27 FORCE MAJEURE...................................................................................................................... 47
28 NOTICES ..................................................................................................................................... 48
29 GENERAL TERMS & CONDITIONS ........................................................................................ 49
1. INTERPRETATION AND DEFINITIONS ............................................................................. 64
Appendix-12c SLA Agreement for Solutions Page 3 of 93
2. DURATION ............................................................................................................................. 65
3. APPOINTMENT OF ESCROW AGENT ............................................................................... 65
4. SUPPLIER’S OBLIGATIONS .................................................................................................... 66
5. ESCROW AGENT’S OBLIGATIONS ........................................................................................ 66
6. ESCROW FEE AND EXPENSES ............................................................................................... 67
7. TESTING AND VERIFICATION ............................................................................................... 67
8. RELEASE OF THE SOURCE CODE ......................................................................................... 68
9. TERMINATION........................................................................................................................... 69
10. CONFIDENTIALITY.............................................................................................................. 70
11. INSURANCE ........................................................................................................................... 71
12. INDEMNITY ........................................................................................................................... 72
13. COMPLIANCE WITH LAWS ................................................................................................ 72
14. DISPUTE RESOLUTION & APPLICABLE LAW ................................................................ 72
15. FORCE MAJEURE : ............................................................................................................... 73
16. AUDIT RIGHTS : .................................................................................................................... 73
17. VARIATION AND WAIVER .................................................................................................. 73
18. ASSIGNMENT AND SUB-CONTRACT ............................................................................... 74
19. SEVERABILITY ..................................................................................................................... 74
20. NOTICES ................................................................................................................................. 74
This agreement made at…………… (Place) on this -----------------day of _______ 20__ __.
BETWEEN
State Bank of India, constituted under the State Bank of India Act, 1955 having its
Corporate Centre and Central Office at State Bank Bhavan, Madame Cama Road, Nariman
Point, Mumbai-21 and its……………………………… …………………
Appendix-12c SLA Agreement for Solutions Page 4 of 93
………………………….,1 hereinafter referred to as “the Bank” (which expression shall,
unless it be repugnant to the context or meaning thereof, be deemed to mean and include its
successors in title and assigns) of one Part:
AND
………………………………………………………………………………………….2a
private/public limited company/LLP/Firm <strike off whichever is not applicable>
incorporated under the provisions of the Companies Act, 1956/ Limited Liability Partnership
Act 2008/ Indian Partnership Act 1932 <strike off whichever is not applicable>, and
hereinafter referred to as “……………………”, which expression shall mean to include its
successors in title and permitted assigns) of the Other Part:
WHEREAS
A. “The Bank” is carrying on business in banking in India and overseas and is desirous to
avail services for PROCUREMENT OF MULTIVENDOR SOLUTION ,
ENDPOINT PROTECTION SOLUTION AND ONLINE MONITORING
SOLUTION AND SERVICES and ............................................... has agreed to
provide such Services on the terms and conditions set forth in this Agreement and its
Annexures.
NOW THEREFORE, in consideration of the mutual covenants, undertakings and conditions
set forth below, and for other valid consideration the acceptability and sufficiency of which
are hereby acknowledged, the Parties hereby agree to the following terms and conditions
hereinafter contained in addition to the all the contents of RFP No.ATM/GITC/2017-18/ 439
dated 10/11/2017 and its corrigendum/clarifications/amendment thereto issued by the Bank;
1. DEFINITIONS & INTERPRETATION
1.1 Definition
Certain terms used in this Agreement are defined hereunder. Other terms used in this
Agreement are defined where they are used and have the meanings there indicated. Unless
otherwise specifically defined, those terms, acronyms and phrases in this Agreement that are
utilized in the information technology services industry or other pertinent business context
1Name & Complete Address of the Dept. 2Name & Complete Address ( REGISTERED OFFICE) of the service Provider,
Appendix-12c SLA Agreement for Solutions Page 5 of 93
shall be interpreted in accordance with their generally understood meaning in such industry
or business context, unless the context otherwise requires/mentions, the following definitions
shall apply:
A. ‘The Bank/SBI’ shall mean the State Bank of India (including domestic branches and
foreign offices) and subsidiaries.
B. “Documentation” will describe in detail and in a completely self-contained manner
how the User may access and use the ……………. (name of the Software/
Maintenance Services)<Strike offwhichever is Inapplicable>,3 such that any reader of
the Documentation can access, use and maintain all of the functionalities of the
………. (Service)4, without the need for any further instructions. ‘Documentation’
includes, user manuals, installation manuals, operation manuals, design documents,
process documents, technical manuals, functional specification, software requirement
specification, on-line tutorials/CBTs, system configuration documents,
system/database administrative documents, debugging/diagnostics documents, test
procedures, Review Records/ Test Bug Reports/ Root Cause Analysis Report, list of
all Product components, list of all dependent/external modules and list of all
documents relating to traceability of the Product as and when applicable etc.
C. ‘Services’ shall mean and include the Services offered by ‘……………’5,including
but not limited to …………………………………………………… 6 more
particularly described in Clause 2 of this Agreement. ‘Services’ shall also includethe
Implementation Services, Training Services and Maintenance Services etc. and other
incidental services and other obligation of the service provider to be provided under
this Agreement. Services shall also mean ancillary to the supply of the equipment and
development of the solution such as testing, transportation, transit insurance,
installation, commissioning, customization, integration, provision of technical
assistance, training, certifications, auditing, maintenance, its support, troubleshooting
and other such obligations of the Service Provider covered under the Agreement.
3 Name of Software 4 Name of Software
5Name of the service provider 6Description of nature of service in detail.
Appendix-12c SLA Agreement for Solutions Page 6 of 93
D. “Code” shall mean computer programming code contained in the Software. If not
otherwise specified, Code shall include both Object Code and Source Code which
means programming languages, including all comments and procedural code, and all
related development documents(e.g., flow charts, schematics, statements of principles
of operations, end-user manuals, architecture standards, and any other specifications
that are used to create or that comprise the Code). Code shall include Maintenance
Modifications and Enhancements licensed by the Bank.
E. “Confidential Information” shall have the meaning set forth in Clause 15.
F. “Intellectual Property Rights” shall mean, on a worldwide basis, any and all: (a) rights
associated with works of authorship, including copyrights &moral rights; (b) Trade
Marks; (c) trade secret rights; (d) patents, designs, algorithms and other industrial
property rights; (e) other intellectual and industrial property rights of every kind and
nature, however designated, whether arising by operation of law, contract, license or
otherwise; and (f) registrations, initial applications, renewals, extensions,
continuations, divisions or reissues thereof now or hereafter in force (including any
rights in any of the foregoing).
G. “Software” shall mean (a) the software product(s) described in this agreement; (b) all
Maintenance Modifications and Enhancements that are provided to the Bank; (c) the
Code contained in or otherwise related to each of the foregoing; and (d) the
Documentation.
H. “Project Documents” shall mean all the plans, drawings and specifications used while
bidding and all other documents necessary to complete all work.
I. “Deficiencies” shall mean non satisfactory outcome of the services which has resulted
in deviation from the desired outcome and has thereby cause loss to a party of this
agreement.
J. “Open Source or Copyleft license” shall mean a license of a computer program in
which the source code is available to the general public for use and/or modification
from its original design.
K. “Revision control procedure”shall mean the procedure for management of changes to
documents, software programs, and other collections of information made during this
engagement.
Appendix-12c SLA Agreement for Solutions Page 7 of 93
L. “Test Bug Reports” shall mean a report providing the details as to the efficiency of
software in relation with reporting and resolution of any bug.
M. “Root Cause Analysis Report” shall mean a report addressing a problem or non-
conformance, in order to get to the ‘root cause’ of the problem, which thereby assists
in correcting or eliminating the cause, and prevent the problem from recurring.
N. “The Contract” means the agreement entered into between the Bank and the Vendor,
as recorded in the Contract Form signed by the parties, including all attachments and
appendices thereto and all documents incorporated by reference therein.
O. “Vendor/Supplier/Contractor/Solution Provider” is the successful Bidder found
eligible as per eligibility criteria set out in this RFP, whose technical Bid has been
accepted and who has emerged as L1 Bidder as per the selection criteria set out in the
RFP and to whom notification of award has been given by the Bank.
P. “Endpoints Provider” means the Vendor who has supplied/is to supply the Endpoints
to the Bank.
Q. “Service Provider ” shall mean Solution Provider.
R. “The Contract Price/Project Cost” means the price payable to the Service Providers
under the Contract for the full and proper performance of its contractual obligations.
S. “Equipment / Endpoint / Terminal / ATM / Machine means all the hardware
(Automate Teller Machine, Cash Dispenser, Cash Deposit Machine, Cash Recycler,
Smart ATM, Self-Service Kiosk, Multi-functional Kiosk.), its all components,
peripheral apparatus, associated software, firmware, operating software, Software
Agent(s) which the Bidder is required to supply to the Bank as per the RFP.
T. “Software Solution/Solution “ means all software products (which includes Multi-
Vendor Software (Central Solution and its agent) and end point protection solutions
and its agents), services and Online Monitoring Solutions as per the scope of work
and deliverables to be provided by a Bidder as described in the RFP and
U. “The Project” means supply, installation, testing and commissioning, integration of
computer hardware, software and services with support under Warranty and annual
maintenance contract, if required for the contract period.
V. “The Project Site” means locations where supply and services as desired in this
Agreement are to be provided.
Appendix-12c SLA Agreement for Solutions Page 8 of 93
W. Annual Maintenance Contract (AMC) - It would be the annual cost of maintenance of
equipment, Software Solution and Services.
X. Request for Proposal or RFP : means RFP No.ATM/GITC/2017-18/439 dated
10/11/2017 and its corrigendum/clarifications/amendment thereto issued by the Bank
from time to time.
1.2 Interpretations:
1.2.1 Reference to a person includes any individual, firm, body corporate,
association (whether incorporated or not) and authority or agency (whether
government, semi government or local).
1.2.2 The singular includes the plural and vice versa.
1.2.3 Reference to any gender includes each other gender.
1.2.4 The provisions of the contents table, headings, clause numbers, italics, bold
print and underlining is for ease of reference only and shall not affect the
interpretation of this Agreement.
1.2.5 The Schedules, Annexures and Appendices to this Agreement shall form part
of this Agreement.
1.2.6 A reference to any documents or agreements (and, where applicable, any of
their respective provisions) means those documents or agreements as
amended, supplemented or replaced from time to time provided they are
amended, supplemented or replaced in the manner envisaged in the relevant
documents or agreements.
1.2.7 A reference to any statute, regulation, rule or other legislative provision
includes any amendment to the statutory modification or re-enactment or,
legislative provisions substituted for, and any statutory instrument issued under
that statute, regulation, rule or other legislative provision.
1.2.8 Any agreement, notice, consent, approval, disclosure or communication under
or pursuant to this Agreement is to be in writing.
1.2.9 The terms not defined in this agreement shall be given the same meaning as
given to them in the RFP. If no such meaning is given technical words shall be
understood in technical sense in accordance with the industrial practices.
1.3 Commencement, Term & Change in Terms
Appendix-12c SLA Agreement for Solutions Page 9 of 93
1.3.1 This Agreement shall commence from its date of execution mentioned above/
deemed to have commenced from _______ (Effective Date).
1.3.2 This Agreement shall be in force for a period of ___7___ year(s), unless
terminated by the Bank by notice in writing in accordance with the termination
clauses of this Agreement.
1.3.3 The Bank shall have the right at its discretion to renew this Agreement in
writing, for a further term of _____ years on the mutually agreed terms &
conditions.
1.3.4 Either party can propose changes to the scope, nature or time schedule of
services being performed under this Service Level Agreement. Such changes
can be made upon mutually accepted terms & conditions maintaining the spirit
(Purpose) of this Service Level Agreement.
2. SCOPE OF WORK
2.1 Place of Service7
Sr. No. Work Location Address
1. Navi Mumbai State Bank of India Global IT Centre, Sector -11,CBD Belapur, Navi
Mumbai – 4000614 or any location in Mumbai.
2. Hyderabad SBI –DR ,7th floor, B –Wing, Cntrl S Data Center Ltd. Plot No. 16
Software Units Layout , Madhapur , Hyderabad -500081
2.2 Standard Services
Standard services to be delivered under this agreement are illustratively
listed Appendix -6 of RFP and Appendix-4 (a), (b) and (c) of the RFP but
are not limited to those.
2.3 Maintenance/ Upgrades
2.3.1 ........................... (Service provider) shall maintain and upgrade the
Software and Hardware during the Warranty Period so that the Software
shall, at all times during the Warranty Period, meet or exceed the
specifications in the Project Documents and the performance requirements
as set forth in this Agreement. .............................. (Service provider) shall,
at no cost to the Bank, promptly correct any and all errors, deficiencies and
defects in the Software.
7Brief description of place of service
Appendix-12c SLA Agreement for Solutions Page 10 of 93
2.3.2 …………………(Service Provider) shall have the operational maintenance
obligations (e.g., telephone support, problem resolution, on-site services)
as mentioned in Annexure-A<kindly add operational maintenance
obligation with deliverables>
2.4 Correction of Deficiencies in Deliverables ( as mentioned in annexure-A).
2.4.1 If ..................................(Service provider) is unable to correct all Deficiencies
preventing Acceptance of a Deliverable for
which ..................................(Service provider) is responsible after a reasonable
number of repeated efforts, the Bank may at its discretion:
a) Allow ..................................(Service provider) to continue its efforts to
make corrections; or
b) Accept the Deliverable with its Deficiencies and reach agreement
with ..................................(Service provider) on an equitable reduction
to ..................................(Service provider)’s charges for developing
such Deliverable to reflect the uncorrected Deficiencies; or
c) Terminate this Agreement for cause in accordance with Clause 19178
(except that the Bank is under no obligation to provide Service
provider any further opportunity to cure) and recover its damages as
set forth in this agreement.
2.5 All professional services necessary to successfully implement the proposed
Equipment, Software Solution and Services shall be part of this Agreement.
These services include, but are not limited to, Project Management, Training,
Deployment methodologies etc
2.6 ................. ( Service Provider) shall ensure that it’s key personnel with relevant
skill-sets are available to the Bank.
2.7 ................. ( Service Provider) shall ensure that the quality of methodologies for
delivering the Equipment, Software Solution and Services, adhere to quality
standards/timelines stipulated therefor.
8Please see Clause 17 ‘Termination Clause’
Appendix-12c SLA Agreement for Solutions Page 11 of 93
2.8 ................. ( Service Provider) shall transfer skills to relevant personnel from
the Bank, by means of training and documentation.
2.9 ................. ( Service Provider) shall provide and implement patches/ upgrades/
updates for Equipment and Software Solution/Firmware/ OS/hardware/ software/
Operating System / Middleware etc as and when released by the Vendor/ OEM or
as per requirements of the Bank without any additional cost. Service Provider
should bring to notice of the Bank all releases/ version changes.
2.10 ................. ( Service Provider) shall obtain a written permission from the Bank
before applying any of the patches/ upgrades/ updates. Service Provider has to
support older versions of the hardware/ software/ Operating System/Middleware
etc in case the Bank chooses not to upgrade to latest version.
2.11 ................. ( Service Provider) shall provide maintenance support for Hardware/
Software/ Operating System/ Middleware over the entire period of contract.
2.12 All Equipment and Software Solution updates, upgrades & patches shall be
provided by the ................. ( Service Provider) shall be free of cost during
warranty and AMC/ ATS/ S&S period.
2.13 ................. ( Service Provider) shall provide legally valid firmware/Software
Solution. The detailed information on license count and type of license should
also be provided to the Bank.
2.14 The ownership of the software/firmware license and the hardware shall be that of
the Bank from the date of delivery of the same to the Bank. In other words,
wherever the ownership of the licenses/hardware is indicated, the name “State
Bank of India” must appear to indicate that the Bank is the perpetual owner of the
hardware/operating software/firmware, etc. associated with the hardware.
Evidence in this regard must be submitted before the payment is released.
2.15 ................. ( Service Provider) shall keep the Bank explicitly informed the end
of support dates on related Equipment/hardware/firmware/Software and should
ensure support during warranty and AMC/ATS/S&S.
Appendix-12c SLA Agreement for Solutions Page 12 of 93
2.16 ................. ( Service Provider) shall support the Equipment, Software Solution
and Services and its associated items/components including OS/firmware
/Software Solution during the period of warranty and AMC as specified in Scope
of work in this RFP from the date of acceptance of the Equipment/Software
Solution by State Bank of India.
2.17 During the warranty and AMC period, ................. ( Service Provider) will have
to undertake comprehensive support of the entire Equipment
(hardware/components/ operating software/firmware) ,Software Solution supplied
by the Bidder and all new versions, releases, and updates for all standard
software to be supplied to the Bank at no additional cost to the Bank. During the
support period, ................. ( Service Provider) shall maintain the Equipment (
(hardware/Software etc), Software Solution to comply with parameters defined
for acceptance criteria and the ................. ( Service Provider) shall be
responsible for all costs relating to labour, spares, maintenance (preventive and
corrective), compliance of security requirements and transport charges from and
to the Site (s) in connection with the repair/ replacement of the of the Equipment
(hardware/ equipment/ components/ software or any component/ part thereunder),
and Software Solution, which, under normal and proper use and maintenance
thereof, proves defective in design, material or workmanship or fails to conform
to the specifications, as specified.
2.18 During the support period (warranty and AMC), the vendor shall ensure that
services of professionally qualified personnel are available for providing
comprehensive on-site maintenance of the Equipment and Software Solution and
its components as per the Bank’s requirements. Comprehensive maintenance shall
include, among other things, day to day maintenance of the Equipment and
Software Solution as per the Bank’s policy, reloading of firmware/software,
compliance to security requirements, etc. when required or in the event of system
crash/malfunctioning, arranging and configuring facility as per the requirements
of the Bank, fine tuning, system monitoring, log maintenance, etc. The Bidder
shall provide services of an expert engineer at SBI GITC, Belapur or at other
locations wherever required, whenever it is essential. In case of failure of
Equipment (hardware, system software or any of its components), Software
Solution, the Bidder shall ensure that Equipment /Software Solution is made
Appendix-12c SLA Agreement for Solutions Page 13 of 93
operational to the full satisfaction of the Bank within the given timelines.
................. ( Service Provider) shall provide preventive maintenance schedules
as per periodicity, which shall be specified in advance.
2.19 Onsite comprehensive warranty for the solution would include free replacement
of spares, parts, kits, resolution of problem, if any, in solution.
2.20 Warranty/ AMC for the system software/ off-the shelf software will be provided
to the Bank as per the general conditions of sale of such software.
2.21 Support (Warranty/ AMC) would be on-site and comprehensive in nature and
must have back to back support from the OEM/Vendor. The vendor will warrant
Equipment against defects arising out of faulty design etc. during the specified
support period. The vendor will warrant Equipments against defect arising out of
faulty design, materials, etc. during the specified support period. The vendor will
provide support for operating systems and other pre-installed software
components/system software during the specified period of the hardware on
which these software and operating system will be installed. The vendor shall
repair or replace worn out or defective parts including all plastic parts of the
equipments at his own cost including the cost of transport.
2.22 In the event of system break down or failures at any stage, protection available,
which would include the following, shall be specified.
a. Diagnostics for identification of systems failures
b. Protection of data/ Configuration
c. Recovery/ restart facility
d. Backup of system software/ Configuration
2.23 Prompt support shall be made available as desired in this RFP during the support
period at the locations as and when required by the Bank.
2.24 ................. ( Service Provider) is agreeable for on-call/on-site support during
peak weeks (last and first week of each month) and at the time of switching over
from PR to DR and vice-versa. No extra charge shall be paid by the Bank for
such needs, if any, during the support period.
2.25 ................. ( Service Provider) support staff shall be well trained to effectively
handle queries raised by the customers/employees of the Bank.
2.26 Updated escalation matrix shall be made available to the Bank once in each
quarter and each time the matrix gets changed.
Appendix-12c SLA Agreement for Solutions Page 14 of 93
2.27 Service Milestones9 : As per RFP.
Service Category Milestone Duration (in months/weeks/days/hours)
Onsite Advance
Technical support
All Applications to have 99.9599% Uptime as per
SOW
Monthly
Delivery
1. Account Support Plan
2. Support Activity Review
3. System Health Check
4. Site Environment Survey
5. Support Planning & Review Session 6. Technical Check-up
7. Availability Check-up
8. Performance tuning Production & DR
1. Annual
2. Quarterly
3. Annual
4. Annual
5. Quarterly 6. 20 days per annum
7. Annual
8. Annual
Installation
Bank’s Onsite setup for Production, Disaster Recovery,
UAT, training, development and Pre-Production
environment.
As per the bank request
Configuration
Application configuration and production setup doc-
uments for MVS, EPS and OMS and maintenance of
these documents
As per bank requirement / request and docu-
ments to be updated after every change.
User
Acceptance
Testing,
Security
Clearance and
live in
Production
Endpoint /Bank’s/Third party Application
Testing for New and New and Existing Endpoint for
any make or model
As per bank requirement / request
Documentation
For every line of service under scope, a process would
be defined which would be followed by the Service
Provider’s resources while carrying out their duties. For defining the process, the bank and the Service
Provider would be involved and would define things
like process for each activity, workflow, SLAs, SOP, escalation matrix etc.
The process defined would be reviewed half
yearly
Training
Service Provider shall train designated Bank officials
on the configuration, operation/ functionalities,
maintenance, support & administration for software,
application architecture and components, installation,
troubleshooting processes of the proposed Services as
mentioned in this agreement.
As per the bank request
Live in
Production
Applicable for the entire OATS activities covered
under this agreement on Production and DR both.
Periodically
2.28 Risk Management
The ……………………………(Service Provider) shall identify and document the
risk in delivering the services. ………………… . ………………….. (Service
Provider) shall identify the methodology to monitor and prevent the risk, and shall
also document the steps taken to manage the impact of the risks.
2.29 Service Request10
9 The Purpose of this clause is identify any assumption made for this agreement.
Appendix-12c SLA Agreement for Solutions Page 15 of 93
……………. (Service Provider) shall dispense the service request in accordance with
terms mentioned in Annexure B under this agreement.
2.30 Service Management Tool
List the tools/applications to be used for service support/service delivery processes,
if any, This may also include the customer tools/ applications to be used for
provision of service support/service delivery.
1. iALERT
2. Branch Info
3. Multivendor Software
4. Endpoint Protection Solution
5. Online Monitoring Solution
6. Existing Monitoring tools
In future, if any other application procured/developed by the bank during
the contract period related to onsite advance technical support,
training/documentation for such third party software will be provided by the
bank
2.31 Service Complaints11
The service complaint shall be addressed to …......................... (Designation). The
complaint shall be acknowledged by the …........................ (Service provider) in 15
minutes.
In case of re-occurrence of the service complaint, the following actions will be taken:
Action 1...... Penalty as per the damage caused
Action 2....... Change of resources/termination of services as per the clause no. 19.
3. FEES /COMPENSATION
3.1 Professional fees
3.1.1 ………………… (Service Provider) shall be paid fees and charges in the
manner detailed in Appendix -7-2 Payment Terms. the same shall be subject to
deduction of income tax thereon wherever required under the provisions of the
Income Tax Act by the Bank.
10The purpose of this clause is to document the process and timeframe for responding to the service
requests.
11 Describe in detail the service complain methodology for the services.
Appendix-12c SLA Agreement for Solutions Page 16 of 93
3.2 All duties and taxes (excluding, GST, or other local taxes) , if any, which may be
levied, shall be borne by the Service Provider and Bank shall not be liable for the
same.All expenses, stamp duty and other charges/ expenses in connection with
execution of this Agreement shall be borne by …………………… (Service
Provider).
3.3 …………………… (Service Provider) shall provide a clear description
quantifying the service element and goods element in the invoices generated by
them.
3.4 Payments
3.4.1 The Bank will pay properly submitted valid invoices within reasonable period
but not exceeding 30 days after its receipt thereof. All payments shall be made
in Indian Rupees.
3.4.2 The Bank may withhold payment of any charges that it disputes in good faith,
and may set-off penalty amount and any other amount which
..................................(Service provider) owes the Bank against charges payable
to ..................................(Service provider) under this Agreement.
3.5 Performance Guarantee and Penalties
3.5.1 Performance Bank Guarantee [PBG] of the amount 20 % of the
proportionate Total Cost of Ownership based on the Final reverse
auction price (which shall be calculated and advised by the Bank to
Selected Bidder(s)) with validity period of 7 years plus 3 months
claim period, with validity period furnished hereunder strictly on the
format at Appendix-9 is to be submitted by the ……….. (Service
Provider). The PBG should be issued by a Scheduled Commercial Bank
other than SBI and needs to be submitted within the specified time of
receipt of formal communication from the Bank about their Bid finally
selected. Purchase Order will be released only after receipt of the
Performance Bank Guarantee. In case, SBI is the sole Banker for the
……., a Letter of Comfort from SBI may be accepted.
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3.5.2 The PBG is required to protect the interest of the Bank against the risk of
non-performance of the ……….. (Service Provider)in respect of
successful implementation of the project which may warrant invoking of
PBG, also if any act of the supplier results in imposition of Liquidated
Damages then also the Bank reserves the right to invoke the PBG.
3.5.3 If at any time during performance of the Contract, the
……………..(Service Provider)shall encounter unexpected conditions
impeding timely completion of the Services under the Agreement and
performance of the services, the ……………..(Service Provider)shall
promptly notify the Bank in writing of the fact of the delay, it’s likely
duration and its cause(s). As soon as practicable, after receipt of the
……………..(Service Provider)’s notice, the Bank shall evaluate the
situation and may at its discretion extend the ……………..(Service
Provider)’s time for performance, in which case the extension shall be
ratified by the Parties by amendment of the Agreement.
3.5.4 Performance of the obligations under the Agreement shall be made by the
Service Provider in accordance with the time schedule12 specified in this
Agreement.
3.5.5 The ……………..(Service Provider)shall be liable to pay penalty at the
rate mentioned in Annexure ‘G’ in respect of any delay beyond the
permitted period in providing the Services.
3.5.6 Subject to Clause 17 of this Agreement, any unexcused delay by the
…………….. (Service Provider) in the performance of its Contract
obligations shall render this Agreement to be Terminated.
3.5.7 No penalty shall be levied in case of delay(s) in deliverables or
performance of the contract for the reasons not attributable to the
……….. (Service Provider). On reaching the maximum of penalties
specified the Bank reserves the right to terminate the contract.
3.6 Delay in the Vendor’s Performance:
12 Please ensure that the time scheduled is suitably incorporated in the Agreement.
Appendix-12c SLA Agreement for Solutions Page 18 of 93
3.6.1 Delivery, installation, commissioning of the Equipment, Software
Solution and performance of Services shall be made by the Vendor within
the timelines prescribed in this Agreement.
3.6.2 If at any time during performance of the Contract, the Vendor should
encounter conditions impeding timely delivery of the Equipments,
Software Solution and performance of Services, the Vendor shall
promptly notify the Bank in writing of the fact of the delay, it’s likely
duration and cause(s). As soon as practicable after receipt of the Vendor’s
notice, the Bank shall evaluate the situation and may, at its discretion,
extend the Vendors’ time for performance, in which case, the extension
shall be ratified by the parties by amendment of the Contract.
3.6.3 Any delay in performing the obligation/ defect in performance by the
Vendor may result in imposition of penalty, liquidated damages,
invocation of Performance Bank Guarantee and/or termination of contract
(as laid down elsewhere in this Agreement).
4. PENALTIES/SLA CONDITIONS
As mentioned in Appendix-11 the RFP.
5. LIABILITIES/OBLIGATION
5.1 The Bank’s Duties /Responsibility(if any)
(i) Processing and Authorising invoices
(ii) Approval of Information
(iii) ...................
(iv) .....................
(v) ......................
5.2 ……………..(Service Provider)Duties
(i) Service Delivery responsibilities
(a) To adhere to the service levels documented in this Agreement.
(b) ................................ (Service provider), if permitted to sub-contract, shall
ensure that................................ (Service provider) personnel and its
Appendix-12c SLA Agreement for Solutions Page 19 of 93
subcontractors will abide by all reasonable directives issued by the Bank,
including those set forth in the Bank’s then-current standards, policies and
procedures (to the extent applicable), all on-site rules of behaviour, work
schedules, security procedures and other standards, policies and procedures
as established by the Bank from time to time.
(ii) Security Responsibility
(a) To maintain the confidentiality of the Bank's resources and other intellectual
property rights.
6. REPRESENTATIONS &WARRANTIES
6.1 ………………… (Service Provider)Warrants that the technical quality and
performance of the Services provided will be consistent with the mutually agreed
standards. Warranty and AMC shall be for a period of ………… (Term) from the
date of acceptance.
6.2 …………………(Service Provider)warrants that the software developed is free
from malware at the time of sale, free from any obvious bugs, and free from any
covert channels in the code (of the versions of the applications/software being
delivered as well as any subsequent versions/modifications done) and free from
OWASP vulnerabilities of applications/software arising out of faulty design,
workmanship, etc. during the warranty and AMC period (up to...............).
6.3 ………………… (Service Provider)represents and warrants that its personnel
shall be present at the Bank premises or any other place as the bank may direct,
only for the Services and follow all the instructions provided by the Bank; Act
diligently, professionally and shall maintain the decorum and environment of the
Bank; Comply with all occupational, health or safety policies of the Bank.
6.4 ..,…………….. (Service Provider)shall assume responsibility under Labour
Laws, and also hold the Bank harmless from any loss, expense, damage or
personal injury, death and any claim for payment of compensation of its
employees, salary, retirement benefits, or any other fringe benefits asserted by an
employee of ……………….(Service Provider),and/or any claim arising out of
alleged infringement of intellectual property rights or other proprietary right of
any third party arising out of ‘………………(Service Provider)’s.’ performance
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of Services hereunder. The Bank shall (a) provide prompt intimation of any such
claims; (b) provide reasonable assistance; and (c) give sole authority to Service
Provider to defend or settle such claim.
6.5 Each party represents and warrants that it has all requisite power and
authorization to enter into and perform this Agreement and that nothing contained
herein or required in the performance hereof conflict or will conflict with or give
rise to a breach or default under, or permit any person or entity to terminate, any
contract or instrument to which the party is bound.
6.6 As on the effective date of this Agreement, to the actual knowledge of the
………………… (Service Provider the products provided by it to) warrants the
Bank do not infringeagainst any patent, copyright, trademarks, trade
secretslicense or other intellectual property rightsIPR violations on its part or on
the part of subcontractor, wherever permitted, in use of any third partytechnology
/software /product for performing services or developing software for the Bank as
part of this Agreement.
6.7 The ……………..(Service Provider) shall perform the Services and carry out its
obligations under the Agreement with due diligence, efficiency and economy, in
accordance with generally accepted techniques and practices used in the industry
and with professional standards recognized by international professional bodies
and shall observe sound management practices. It shall employ appropriate
advanced technology and safe and effective equipment, machinery, material and
methods.
6.8 The ……………..(Service Provider) has the requisite technical and other
competence, sufficient, suitable, qualified and experienced manpower/personnel
and expertise in providing the Services to the Bank.
6.9 The ……………..(Service Provider) shall duly intimate to the Bank immediately,
the changes, if any in the constitution of the ……………..(Service Provider).
6.10 The Services and products provided by the ……………..(Service Provider) to the
Bank do not violate or infringe any patent, copyright, trademarks, trade secrets or
other intellectual property rights of any third party.
6.116.10 The ……………..(Service Provider) shall ensure that all persons,
employees, workers and other individuals engaged by or sub-contracted by the
……………..(Service Provider) in rendering the Services under this Agreement
have undergone proper background check, police verification and other necessary
Appendix-12c SLA Agreement for Solutions Page 21 of 93
due diligence checks to examine their antecedence and ensure their suitability for
such engagement. No person shall be engaged by the ……………..(Service
Provider) unless such person is found to be suitable in such verification and the
……………..(Service Provider) shall retain the records of such verification and
shall produce the same to the Bank as when requested.
6.126.11 During the Warranty and AMC Period if any software or any component
thereof is supplied by…………….(Service Provider) is inoperable or suffers
degraded performance for more than [__________________] not due to causes
external to the software, ..................................(Service provider) shall, at the
Bank’s request, promptly replace the software or specified component with new
software of the same type and quality. Such replacement shall be accomplished
without any adverse impact on the Bank’s operations within agreed time frame.
6.136.12 …………………………………
6.146.13 ……………………………….<any other additional warranty can
be incorporated>
7. VENDOR’S OBLIGATIONS
7.1 The Vendor is responsible for and obliged to conduct all contracted activities in
accordance with the contract using state-of-the-art methods and economic
principles and exercising all means available to achieve the performance specified
in the Contract.
7.2 The vendor will be responsible for arranging and procuring all relevant
permissions / Road Permits etc. for transportation of the equipment to the location
where installation is to be done. The Bank would only provide necessary letters
for enabling procurement of the same.
7.3 The Vendor is obliged to work closely with the Bank’s staff, act within its own
authority and abide by directives issued by the Bank from time to time and
complete implementation activities.
7.4 The Vendor will abide by the job safety measures prevalent in India and will free
the Bank from all demands or responsibilities arising from accidents or loss of
Appendix-12c SLA Agreement for Solutions Page 22 of 93
life, the cause of which is the Vendor’s negligence. The Vendor will pay all
indemnities arising from such incidents and will not hold the Bank responsible or
obligated. Bank shall provide the Service Provider (1) prompt written notice of
the claim; (2) all requested information available with the Bank about the claim;
(3) reasonable cooperation and assistance; and (4) sole authority to contest and
defend such claim.
7.5 The Vendor is responsible for managing the activities of its personnel or sub-
contracted personnel (where permitted) and will hold itself responsible for any
misdemeanours.
7.6 Vendor shall provide necessary training from the OEM to the designated SBI
officials on the configuration, operation/ functionalities, maintenance, support &
administration for software/ hardware and components, Software Solution,
installation, troubleshooting processes of the proposed solution.
7.7 The Vendor shall treat as confidential all data and information about SBI,
obtained in the process of executing its responsibilities, in strict confidence and
will not reveal such information to any other party without prior written approval
of the Bank as explained under ‘Non-Disclosure Agreement’ in Appendix-13 of
the RFP.
7.8 .If the proposal includes machine/ equipment or software marketed and/or
supported by other companies or individuals, the selected bidder, as the
prime contractor for the delivery, testing, installation and maintenance of
the entire system, must ensure and declare that they possess the
requisite permission/ license for the machine/ equipment/ software. Also,
the selected bidder commits to support/ repair/ replace/ maintain all parts
of the Endpoint, irrespective of the position whether the parts are
manufactured by the Bidder or outsourced by them.
7.9 The Selected bidder(s) shall be responsible for compliance with all laws,
rules, regulations, orders, notifications, and directions applicable in
respect of its personnel (including, but not limited to, the Contract Labour
(Prohibition and Regulation) Act 1986, the Payment of Bonuses Act 1965,
the Minimum Wages Act 1948, the Employees' Provident Fund Act 1952,
Appendix-12c SLA Agreement for Solutions Page 23 of 93
and the Workmen’s Compensation Act 1923, and shall maintain all proper
records, including, but not limited to, accounting records required under
the Applicable Laws, or any code, practice or corporate policy applicable
to it from time to time
8. GENERAL INDEMNITY
8.1 ………………. (Service provider) agrees and hereby keeps the Bank indemnified
against all claims, actions, loss, damages, reputation loss, costs, expenses,
charges, including legal expenses (Attorney, Advocates fees included) which the
Bank may suffer or incur directly or indirectly on account of any misuse of data
/information or deficiency in Services or breach on any obligations mentioned in
clause 513 herein, including without limitation of confidentiality obligations, from
any acts of Commission / omission on the part of employees, agents,
representatives or Sub-Contractors of Service Provider. ………………. (Service
provider), to make good the loss suffered by the Bank on first demand made by
the Bank in this regard which shall be final conclusive and binding on the
................(Service Provider).
8.2 ………………. (Service provider) further undertakes to promptly notify the bank
in writing any breach of obligation of the agreement by its employees or
representatives including confidentiality obligation and in such an event, the
Bank will in addition to and without prejudice to any other available remedies be
entitled to immediate equitable relief in a Court of competent jurisdiction to
protect its interest including injunctive relief.
8.3 The ………………. (Service provider) shall indemnify and keep fully and
effectively indemnified the Bank against any fine or penalty levied on the Bank
for improper payment of tax for the reasons attributable to the ……………….
(Service provider). Bank shall provide to the Service Provider (1) prompt written
notice of the claim; (2) all requested information about the claim; (3) reasonable
cooperation and assistance; and (4) sole authority to contest and defend such
claim.
8.4 The ………………. (Service provider) hereby undertakes the responsibility to
take all possible measures, at no cost, to avoid or rectify any issues which thereby
13Please See Clause 5 ‘Representation and Warranties’
Appendix-12c SLA Agreement for Solutions Page 24 of 93
results in non-performance of software within reasonable time. The Bank shall
report as far as possible all material defects to the ………………. (Service
provider) without undue delay. The ………………. (Service provider) also
undertakes to co-operate with other service providers thereby ensuring expected
performance covered under scope of work.
Nothing contained in this agreement shall impair the Bank’s right to claim
damages without any limitation for an amount equal to the loss suffered for non-
performance of software.
9. CONTINGENCY PLANS.
9.1 The ………………. (Service provider) shall arrange and ensure proper Data
Recovery Mechanism, Attrition Plan and other contingency plans to meet any
unexpected obstruction to the service provider or any employees or sub-
contractors of the service provider in rendering the Services or any part of the
same under this Agreement to the Bank. The …………………….. (Service
Provider) at Banks discretion shall co-operate with the bank in case on any
contingency.
10. TRANSITION REQUIREMENT:
10.1 In the event of failure of the Service Provider to render the Services or in the
event of termination of agreement or expiry of term or otherwise, without
prejudice to any other right, the Bank at its sole discretion may make alternate
arrangement for getting the Services contracted with another vendor. In such case,
the Bank shall give prior notice to the existing Service Provider. The existing
Service Provider shall continue to provide services as per the terms of contract
until a ‘New Service Provider’ completely takes over the work. During the
transition phase, the existing Service Provider shall render all reasonable
assistance to the new Service Provider within such period prescribed by the Bank,
at no extra cost to the Bank, for ensuring smooth switch over and continuity of
services. If existing vendor is breach of this obligation, they shall be liable for
paying a penalty as per Appendix-11 of the RFP on demand to the Bank, which
may be settled from the payment of invoices for the contracted period. The Bank
may also require the Service Provider to enter into a Transition & Knowledge
Transfer Agreement as mentioned in Annexure J
Appendix-12c SLA Agreement for Solutions Page 25 of 93
11. LIQUIDATED DAMAGES
11.1 The Bank reserves the right to deduct, as liquidated damages to the extent of
…………….., in case of non-performance of software or for deficiency in
services provided by …………. (Services provided)as per work order or service
levels, if any. In such a case, the Bank also reserves the right to levy penalties as
per Appendix-11 of the RFP notwithstanding the Bank reserving its right to
terminate the contract.
11.211.1 If the Service ProviderVendor fails to deliver and perform any or all the
Services of the Equipments, Software Solution or perform the services within the
stipulated time, schedule as specified in thethis RFP/Agreement Contract, the
Bank may, without prejudice to its other remedies under the AgreementContract,
and unless otherwise extension of time is agreed upon without the application of
liquidated damagesLiquidated Damages, deduct from the Project Cost payable
under this Agreement, as liquidated damages a sum equivalent to 0.5 % of total
Project cost for delay of each week or part thereof maximum upto 10 % of total
Project Cost. Contract Price, as specified in Appendix-11 of the RFP. Once the
maximum deduction is reached, the Bank may consider termination of the
AgreementContract.
12. RELATIONSHIP BETWEEN THE PARTIES
12.1 It is specifically agreed that the ……….. (Service Provider) shall act as
independent service provider and shall not be deemed to be the Agent of the Bank
except in respect of the transactions/services which give rise to Principal - Agent
relationship by express agreement between the Parties.
12.2 Neither the ……….. (Service Provider) nor its employees, agents,
representatives, Sub-Contractors shall hold out or represent as agents of the Bank.
12.3 None of the employees, representatives or agents of ……….. (Service Provider)
shall be entitled to claim any absorption or any other claim or benefit against the
Bank.
12.4 This Agreement shall not be construed as joint venture. Each Party shall be
responsible for all its obligations towards its respective employees. No employee
of any of the two Parties shall claim to be employee of other Party.
Appendix-12c SLA Agreement for Solutions Page 26 of 93
12.5 All the obligations towards the employees of a Party including that on account of
personal accidents occurred while working in the premises of the other Party shall
be with the respective employer and not on the Party in whose premises the
accident occurred.
13. SUB CONTRACTING
11.1 ………………….. (Service provider) has to obtain written permission from the
Bank before contracting any work to subcontractors. Bank at its own discretion
may permit or deny the same.
11.2 In case of subcontracting permitted, ……………………(Service Provider) is
responsible for all the services provided to the Bank regardless of which entity is
conducting the operations. ………………….(Service Provider)is also responsible
for ensuring that the sub-contractor comply with all security/confidentiality
requirements and other terms and conditions as applicable to
…………………..(Service provider) mentioned in this Agreement. Bank reserves
the right to conduct independent audit in this regard.
11.3 Before engaging Sub-Contractor, the ……………… (Service Provider) shall
carry out due diligence process on sub-contracting/ sub-contractor to the
satisfaction of the Bank and Bank shall have access to such records.
11.4 In the event of sub-contracting the ……………… (Service Provider) shall ensure
that suitable documents including confidentiality agreement are obtained from the
sub-contractor and the ……………… (Service Provider) shall ensure that the
secrecy and faith of Bank’s data / processes is maintained.
11.5 ……………… (Service Provider) shall provide subcontracting details to the
Bank and if required, Bank may evaluate the same.Notwithstanding approval of
the Bank for sub-contracting, the ……………… (Service Provider) shall remain
liable to the Bank for all acts/omissions of sub-contractors.
11.6 The Bank reserves the right to ask ……………….(Service Provider) and
..................(Service provider) shall change/ amend the clause(s) entered between
……………….(Service Provider) and Subcontractor for Bank’s suitability.
12 INTELLECTUAL PROPERTY RIGHTS
12.1 For any technology / software / product developed/used/supplied by
………………… (Service provider) for performing services or developing
software for the Bank as part of this Agreement, ………(service provider) shall
Appendix-12c SLA Agreement for Solutions Page 27 of 93
have right to use as well right to license for the outsourced services or third party
software development. Any license or IPR violation on the part of …………….
(Service provider) shall not put the Bank at risk.
12.2 Without the Bank’s prior written approval, ..................................(Service
provider) will not use or incorporate in performing the Services link to or call or
depend in any way upon, any software or other intellectual property that is subject
to an Open Source or Copyleft license or any other agreement that may give rise
to any third-party claims or to limit the Bank’s rights under this Agreement.
12.3 Notwithstanding anything mentioned herein, Service Provider shall, indemnify
and keep indemnified the Bank at all times at its expense against all legal actions,
claims, any loss or damages, at its expense, any claim or suit brought against the
Bank alleging that a Product infringes a, trade mark, trade name, patent, copyright,
trade secrets of any other IPR, industrial design or any other intellectual property
rights of the third party(“IP Claim”) and shall pay all cost, legal fee and monetary
damages awarded against the Bank in a preliminary, interim or final order of the
court or on Bank’s behalf in a settlement of IP Claim that Service Provider has
agreed to in writing, subject to the following condition(s) mentioned in clause
12.3.1:
12.3.1 (a)The Bank shall (a) promptly notify the Service Provider in
writing of any IP Claim or allegations of infringement of which it
has notice (“Claim Notice”);(b) gives Service Provider reasonably
requested information within its knowledge and cooperation and
authority to defend and settle the IP Claim without prejudice to the
rights of Bank. (c) The Bank shall not make any admission of
claims against such claims without the Service Provider’s prior
written consent.
12.3.2 In handling the IP Claim, Service Provider shall endeavour to
obtain for Bank the right to continue using the Software/Solution
or replace or modify the Software/Solution, without materially
impacting or affecting Bank’s intended use of the
Software/Solution, so that it becomes non-infringing. If Service
Provider determines that neither of the foregoing is available, upon
Service Provider’s written request to Bank, Bank shall promptly
return the Software/Solution to Service Provider at Service
Appendix-12c SLA Agreement for Solutions Page 28 of 93
Provider’s cost and expenses, and Service Provider shall promptly
refund Bank the charges Bank paid Service Provider for the
Software/Solution.
12.3.3 However, obligations set forth in clause 12.3 shall not apply if the
alleged infringement arises from (a) Service Provider’s compliance
with any of Bank’s designs, specifications, or instructions; (b) any
modifications or changes in the Software/Solution by the Bank (c)
combination or use of the Software/Solution with any other
Product not provided by the Service Provider to the Bank.
12.4 This clause 12.3 sets forth Service Provider’s entire obligations, and Bank’s
exclusive remedies, with respect to intellectual property infringement, including
any IP Claim.
12.3 ………………(service provider) shall, at their own expenses without any
limitation, defend and indemnify the Bank against all third party claims or
infringement of Intellectual Property Right, including Patent, trademark,
copyright, trade secret or industrial design rights arising from use of the
technology / software / products or any part thereof in India or abroad, for
software developed as part of this engagement. In case of violation/ infringement
of patent/ trademark/ copyright/ trade secret or industrial design, (Service
provider) shall, after due inspection and testing, get the solution redesigned for
the Bank at no extra cost.
12.4 ……………… (Service provider) shall expeditiously extinguish any such claims
and shall have full rights to defend it there from.
12.5 The Bank will give notice to ……………… (Service provider) of any such claim
without delay/provide reasonable assistance to..................... (Service provider) in
disposing of the claim, and will at no time admit to any liability for or express
any intent to settle the claim.
12.6 ………………(service provider) hereby grants the Bank a fully paid-up,
irrevocable, non-exclusive/exclusive license<strike off whichever is not
applicable> throughout the territory of India or abroad to access, replicate,
modify and use software developed including its upgraded versions available
during the term of this agreement by………………(service provider) as part of
this engagement, including all inventions, designs and trademarks embodied
therein perpetually.
Appendix-12c SLA Agreement for Solutions Page 29 of 93
12.7 Software developed as part of this agreement can be put to use in all offices of
State Bank of India/ its foreign office/its Associate Banks& subsidiaries.
12.812.5 For the Solutions with base product (Out of Box features)- Binaries :
The Vendor shall grant the Bank a fully paid-up, irrevocable, non-exclusive,
unlimited, perpetual license throughout the territory of India or abroad to access,
replicate and use software provided by the Vendor, including all inventions,
designs and marks embodied therein perpetually. The source code / object code /
executable code and compilation procedures of the Software Solution should be
placed under an Escrow arrangement. All necessary documentation in this behalf
should be made available to the Bank. In case of Escrow arrangement, complete
details and the location and the terms and conditions applicable for escrow must
be specified. Any update or upgrade to source code should be informed and
brought under Escrow or made available to the Bank.
12.912.6 Product/Solutions Customisation :
The source code /object code /executable code and compilation procedures of the
Software Product/Solution customized as per requirement of RFP and Bank,
made under this agreement are the proprietary property of the Bank and as such
the vendor shall make them available to the Bank after successful User
Acceptance Testing. Vendor agrees that the Bank owns the entire right, title and
interest to any inventions, designs, discoveries, writings and works of authorship,
including all Intellectual Property Rights, copyrights for the customisation done..
Any work made under this agreement shall be deemed to be ‘work made for hire’
under any Indian/U.S. or any other applicable copyright laws.
12.7 Software licensed and / or customised as part of this agreement can be put to use
in all offices of State Bank of India/ its foreign office/its Associate Banks&
subsidiaries.
13 SYSTEM INTEGRATION TESTING & USER ACCEPTANCE TESTING :
13.1 The Vendor should integrate the software with the existing systems as per
requirement of the Bank and carry out thorough system integration testing.
13.2 System integration testing will be followed by user acceptance testing, plan for
which has to be submitted by the Vendor to the Bank. The UAT includes
functional tests, resilience tests, benchmark comparisons, operational tests, load
tests etc. SBI staff / third Party Vendor designated by the Bank will carry out the
functional testing. This staff / third party vendor will need necessary on-site
Appendix-12c SLA Agreement for Solutions Page 30 of 93
training for the purpose and should be provided by the Vendor. Vendor should
carry out other testing like resiliency/benchmarking/load etc. Vendor should
submit result log for all testing to the Bank.
13.3 On satisfactory completion of the requirements specified in Appendix 10 , letter
as per Appendix 10 will be issued.
14 COUNTRY OR ORIGIN / ELIGIBILITY OF GOODS & SERVICES:
14.1 All equipments and components thereof to be supplied under the Contract shall
have their origin in eligible source countries, as per the prevailing Import Trade
Control Regulations in India.
14.2 For purposes of this clause, “origin” means the place where the goods are mined,
grown, or manufactured or produced, or the place from which the related
Equipment is supplied. Goods are produced when, through manufacturing,
processing or substantial and major assembly of components, a commercially-
recognized Equipment results that is substantially different in basic characteristics
or in purpose or utility from its components.
15 DELIVERY, INSTALLATION, COMMISSIONING & DOCUMENTATION
15.1 ………………… (Service provider) will install the software/support the Bank in
installation of the software developed into the Bank’s production, Disaster
Recovery, Testing and training environment, if required.
15.2 The Vendor shall provide such packing of the Equipment as is required to prevent
its damage or deterioration during transit thereof to the location given by the
Bank. The packing shall be sufficient to withstand, without limitation, rough
handling during transit and exposure to extreme temperature, salt and
precipitation during transit and open storage. Size and weight of packing cases
shall take into consideration, where appropriate, the remoteness of the Equipment
final destination and the absence of heavy handling facilities at all transit points.
15.3 Delivery, installation and commissioning of the equipment shall be made by the
Vendor in accordance with the system approved / ordered and within the time
schedule given in the Scope of work given in Appendix-6 of the RFP.
Appendix-12c SLA Agreement for Solutions Page 31 of 93
15.4 The delivery will be considered to be complete when the equipments/
components/ associated software/firmware are received in good working
conditional the designated locations and Bank issued a acceptance letter.
15.5 The installation will be deemed to be completed, when the Equipment and
Software Solution including all the hardware, accessories/components,
firmware/system software, and other associated software have been supplied,
installed and operationalised as per the technical specifications and all the
features as per the technical specifications are demonstrated and implemented as
required, on the systems, to the satisfaction of the Bank. The Bidder has to
resolve any problem faced during installation and operationalisation.
15.6 The installation will be deemed to be completed, when the Equipment and
Software Solution including all the hardware, accessories/components,
firmware/system software, and other associated software have been supplied,
installed and operationalised as per the technical specifications and all the
features as per the technical specifications are demonstrated and implemented as
required, on the systems, to the satisfaction of the Bank. The Bidder has to
resolve any problem faced during installation and operationalisation.
15.7 In addition, vendor will supply all associated documentation relating to the
Equipment, Software Solution and Services etc. The Equipment, Software
Solution and Services are considered accepted (commissioned and
operationalised) after signing the Acceptance Test Plan (ATP) document jointly
by the representative of the Bank and the engineer from the vendor on the lines of
format/certificate on the lines of Appendix-10 (a and b) of this RFP. The
component level checking for individual item may be included during the
acceptance test. The ‘Acceptance Test Plan’ document shall be deemed to form a
part of the Agreement, to be signed between the vendor and the SBI. On the
evaluation of the Acceptance Test results, if required, in view of the performance
of the Equipment, Software Solution and Services (including hardware
equipments/ components/ software), as observed during the Acceptance Test, the
Bidder shall take remedial measures including upgradation of any of the
components thereunder, including replacement thereof, at no additional cost to
the Bank within a fortnight from the date of notification of the same to the
vendor. The vendor should ensure that the Equipment, Software Solution and
Services meets the requirements of the Bank as envisaged in the RFP.
Appendix-12c SLA Agreement for Solutions Page 32 of 93
The details of the documents to be furnished by the Vendor are specified
hereunder :
15.7.1 2 copies of Vendor’s Invoice showing contract number, equipments
description, quantity, unit price and total amount.
15.7.2 Delivery Note or acknowledgement of receipt of Equipment from
the Consignee or in case of Equipment from abroad, original and
two copies of the negotiable clean Airway Bill.
15.7.3 2 copies of packing list identifying contents of each of the package.
15.7.4 Insurance Certificate.
15.7.5 Manufacturer’s / Vendor’s warranty certificate.
15.7.6 Commissioning and Acceptance Certificate issued by the Bank.
15.8 The above documents shall be received by the Bank before arrival of
Equipment (except where it is handed over to the Consignee with all documents). If
these documents are not received, the Vendor will be responsible for any
consequent expenses.
15.9 Penalties as specified in Appendix-11 will be applicable for the any kind of
default in delay in delivery, installation/commissioning/support etc. expected in
scope of work which will be deducted at the time of making payment(s).
15.10 In addition to the penalty on delayed supplies, Bank also reserves the right to
cancel the Purchase Order and forfeit the EMD. In the event of such cancellation,
the vendor is not entitled to any compensation, whatsoever.
15.11 For the System & other Software/firmware required with the hardware ordered
for, the following will apply:.
15.12 The vendor shall supply standard software/firmware package published by
third parties in or out of India in their original publisher-packed status only, and
should have procured the same either directly from the publishers or from the
publisher's sole authorized representatives only..
15.13 The Vendor shall provide complete and legal documentation of all sub
systems, licensed operating systems, licensed system software/firmware, licensed
utility software and other licensed software. The Vendor shall also provide licensed
software for all software/firmware whether developed by them or acquired from
others.
Appendix-12c SLA Agreement for Solutions Page 33 of 93
15.14 In case the Vendor is providing software/firmware which is not its proprietary
software then the Vendor must submit evidence in the form of agreement he has
entered into with the software/firmware vendor which includes support from the
software/firmware vendor for the proposed software for the entire period of
contract with the Bank.
15.15 The ownership of the software license shall be that of the Bank from the date
of delivery of the same. In other words, wherever the ownership of the licenses is
indicated, the name “State Bank of India” must appear to indicate that the Bank is
the perpetual owner of the software/license. Evidence to this effect must be
submitted before the payment can be release
16 INSPECTION AND AUDIT
16.1 The Bank reserves the right to carry out pre-shipment factory / godown
inspection by a team of Bank officials or demand a demonstration of the Equipment
on a representative model at Bidder’s place.
16.2 The Inspection and Quality Control tests before evaluation, prior to shipment
of goods and at the time of final acceptance would be as follows:.
16.2.1 Inspection/Pre-shipment Acceptance Testing of Goods as per
quality control formats including functional testing, burn-in tests
and mains fluctuation tests at full load, facilities etc., as per the
standards / specifications and may be done at factory site of the
supplier before dispatch of goods, by the Bank / Bank’s
Consultants / Testing Agency.
16.2.2 The Vendor shall intimate the Bank before dispatching the goods to
various locations/offices for conduct of pre-shipment testing.
Successful conduct and conclusion of pre-dispatch inspection shall
be the sole responsibility of the supplier;
16.2.3 Provided that the Bank may, at its sole discretion, waive inspection
of goods having regard to the value of the order and/or the nature
of the goods and/or any other such basis as may be decided at the
sole discretion of the Bank meriting waiver of such inspection of
goods.
16.2.4 In the event of the Equipment /Software Solution failing to pass the
acceptance test, as per the specifications given, a period not
exceeding two weeks will be given to rectify the defects and clear
Appendix-12c SLA Agreement for Solutions Page 34 of 93
the acceptance test, failing which, the Bank reserves the right to
cancel the Purchase Order.
16.2.5 The inspection and quality control tests may also be conducted at
the point of delivery and / or at the goods’ final destination.
Reasonable facilities and assistance, including access to drawings
and production data, shall be furnished to the inspectors, at no
charge to the Bank. In case of failure by the Vendor to provide
necessary facility / equipment at its premises, all the cost of such
inspection like travel, boarding, lodging & other incidental
expenses of the Bank’s representatives to be borne by the Vendor.
16.3 Nothing stated herein above shall in any way release the Vendor from any
warranty or other obligations under this contract.
16.4 The Bank’s right to inspect, test the Equipment/Software Solution after
delivery of the same to the Bank and where necessary reject the
Equipments/Software solution arrival at the destination/solution which does not
meet the specification provided by the Bank. This shall in no way be limited or
waived by reason of the Equipment and Software Solution having previously being
inspected, tested and passed by the Bank or its representative prior to the
Equipments/ Software solution shipment from the place of origin by the Bank or its
representative prior to the installation and commissioning.
16.5 Nothing stated hereinabove shall in any way release the Vendor from any
warranty or other obligations under this contract.
16.6 System integration testing and User Acceptance testing will be carried out as
per requirement of the Bank.
16.7 It is agreed by and between the parties that the Service Provider shall get itself
annually audited by external empanelled Auditors appointed by the Bank/
inspecting official from the Reserve Bank of India or any regulatory authority,
covering the risk parameters finalized by the Bank/ such auditors in the areas of
products (IT hardware/ software) and services etc. provided to the Bank and the
vendor shall submit such certification by such Auditors to the Bank. The vendor
and or his / their outsourced agents /sub – contractors (if allowed by the Bank) shall
facilitate the same. The Bank can make its expert assessment on the efficiency and
effectiveness of the security, control, risk management, governance system and
process created by the Service Provider. The Service Provider shall, whenever
Appendix-12c SLA Agreement for Solutions Page 35 of 93
required by such Auditors, furnish all relevant information, records/data to them.
All costs for such audit shall be borne by the Bank.
16.8 Where any deficiency has been observed during audit of the Service Provider
on the risk parameters finalized by the Bank or in the certification submitted by the
Auditors, it is agreed upon by the Service Provider that it shall correct/ resolve the
same at the earliest and shall provide all necessary documents related to resolution
thereof and the auditor shall further certify in respect of resolution of the
deficiencies. It is also agreed that the Service Provider shall provide certification of
the auditor to the Bank regarding compliance of the observations made by the
auditors covering the respective risk parameters against which such deficiencies
observed.
16.9 Service Provider further agrees that whenever required by the Bank, it will
furnish all relevant information, records/data to such auditors and/or inspecting
officials of the Bank/ Reserve Bank of India and or any regulatory authority
required for conducting the audit. The Bank reserves the right to call and/or retain
for any relevant material information / reports including audit or review reports
undertaken by the Service Provider (e.g., financial, internal control and security
reviews) and findings made on the Service Provider in conjunction with the
services provided to the Bank.
17 SECURITY AND CONFIDENTIALITY
17.1 “Confidential Information” mean all information which is material to the business
operations of either party or its affiliated companies, in any form including, but
not limited to, proprietary information and trade secrets, whether or not protected
under any patent, copy right or other intellectual property laws, in any oral,
photographic or electronic form, whether contained on computer hard disks or
floppy diskettes or otherwise without any limitation whatsoever. Without
prejudice to the generality of the foregoing, the Confidential Information shall
include all information about the party and its customers, costing and technical
data, studies, consultants reports, financial information, computer models and
programs, software, contracts, drawings, blue prints, specifications, operating
techniques, processes, models, diagrams, data sheets, reports and other
information with respect to any of the foregoing matters. All and every
information received by the parties and marked confidential hereto shall be
Appendix-12c SLA Agreement for Solutions Page 36 of 93
assumed to be confidential information unless otherwise proved. It is further
agreed that the information relating to the Bank and its customers is deemed
confidential whether marked confidential or not.
17.2 All information relating to the accounts of the Bank’s customers shall be
confidential information, whether labeled as such or otherwise.
17.3 All information relating to the infrastructure and Applications (including designs
and processes) shall be deemed to be Confidential Information whether labeled as
such or not. ..................... (Service provider) personnel/resources responsible for
the project are expected to take care that their representatives, where necessary,
have executed a Non-Disclosure Agreement as per the format attached in the
Annexure I provided by the Bank.
17.4 Each party agrees that it will not disclose any Confidential Information received
from the other to any third parties under any circumstances without the prior
written consent of the other party unless such disclosure of Confidential
Information is required by law, legal process or any order of any government
authority. ..................... (Service provider), in this connection, agrees to abide by
the laws especially applicable to confidentiality of information relating to
customers of Banks and the banks per-se, even when the disclosure is required
under the law. In such event, the Party must notify the other Party that such
disclosure has been made in accordance with law; legal process or order of a
government authority.
17.5 Each party, including its personnel, shall use the Confidential Information only
for the purposes of achieving objectives set out in this Agreement. Use of the
Confidential Information for any other purpose shall constitute breach of trust of
the same.
17.6 Each party may disclose the Confidential Information to its personnel solely for
the purpose of undertaking work directly related to the Agreement. The extent of
Confidential Information disclosed shall be strictly limited to what is necessary
for those particular personnel to perform his/her duties in connection with the
Agreement. Further each party shall ensure that each personnel representing the
respective party agree to be bound by the terms of this Agreement.
17.7 The non-disclosure obligations herein contained shall not be applicable only
under the following circumstances:
Appendix-12c SLA Agreement for Solutions Page 37 of 93
(i) Where Confidential Information comes into the public domain during or
after the date of this Agreement otherwise than by Disclosure by a Party in
breach of the terms hereof.
(ii) Where any Confidential Information was disclosed after receiving the
written consent of the other Party.
(iii)Where if a Party is requested or required by law or by any Court or
governmental agency or authority to disclose any of the confidential
information, then that Party will provide the other party with prompt
notice of such request or requirement prior to such disclosure.
(iv) Where any Confidential Information was received by the Party from a
third party which does not have any obligations of confidentiality to the
other Party.
17.8 ..................... (Service provider) shall abide with the Bank’s IT and IS policy in
key concern areas relevant to the project. Specific requirements will be shared
upfront before the start of the work.
17.9 ..................... (Service provider) shall ensure to filter all phishing / spamming /
overflow attacks in order to ensure availability and integrity on continuous basis.
..................... (Service provider) shall also implement any enhanced solutions
mandated by security requirements for any / all types of Software/ support.
17.10 The security aspect of the solution/software will be comprehensively reviewed
periodically by the Bank, and..................... (Service provider) shall carryout
modifications / updates based on the security review recommendations on case to
case basis.
17.11 The Service Provider shall not, without the Bank’s prior written consent, make
use of any document or information received from the Bank except for purposes
of performing the services and obligations under this Agreement.
17.12 Any document received from the Bank shall remain the property of the Bank and
shall be returned (in all copies) to the Bank on completion of the Service
Provider’s performance under the Agreement.
17.13 Upon expiration or termination of the Agreement and on all amounts as due and
payable to..................... (Service provider) under the Agreement having been
received by..................... (service provider), all proprietary documents, software
documentation, programs partially or wholly completed, or materials which are
directly related to any project under the Agreement shall be delivered to the Bank
Appendix-12c SLA Agreement for Solutions Page 38 of 93
or at the Bank’s written instruction destroyed, and no copies shall be retained by
..................... (Service provider) without the Bank’s written consent.
17.14 The Vendor shall have to comply with Bank’s IT & IS Security policy in key
concern areas relevant to the Scope of Work, details of which will be shared on
request to the Bank. Some of the key areas are as under:
17.14.1Responsibilities for data and application privacy and
confidentiality
17.14.2Responsibilities on system and software access control and
administration
17.14.3Custodial responsibilities for data, software, hardware and other
assets of the Bank being managed by or assigned to the Vendor
17.14.4Physical Security of the facilities
17.14.5Physical and logical separation from other customers of the Vendor
17.14.6Incident response and reporting procedures
17.14.7Password Policy of the Bank
17.14.8Data Encryption/Protection requirements of the Bank.
17.14.9In general, confidentiality, integrity and availability must be
ensured.
18 OWNERSHIP :
18.1 Product/Solutions Customisation
18.1.1 ..................... (Service provider) will provide source code for every
version of the product/Software developed specifically for the
Bank, without any cost to the Bank, and it will be treated as the
Property of the Bank.
18.1.2 The source code /object code /executable code and compilation
procedures of the software solution made under this agreement are
the proprietary property of the Bank and as such.....................
(Service provider) shall make them available to the Bank after
successful User Acceptance Testing.
18.1.3 ..................... (Service provider) agrees that the Bank owns the
entire right, title and interest to any inventions, designs,
discoveries, writings and works of authorship, including all
Appendix-12c SLA Agreement for Solutions Page 39 of 93
intellectual property rights, copyrights. Any work made under this
agreement shall be deemed to be ‘work made for hire’ under any
Indian/U.S. or any other applicable copyright laws.
18.1.4 ..................... (Service provider) shall ensure proper change
management process covering Impact assessment, requirement and
solution documents detailing changes made to the software for any
work order, in addition to enabling the programmers identify and
track the changes made to the source code. The source code will be
delivered in appropriate version control tool maintained at the
Bank’s on site location.
18.1.5 ..................... (Service provider) shall adhere to revision control
procedure of the Bank to maintain required documentation and
configuration files as well as source code. Necessary backup and
restoration of the revision control software related information will
be handled by the Service team as per the approved backup policy
of the Bank.
18.1.6 For each application developed by..................... (Service provider)
on ……………………. software, including third party software
before the platform become operational, (service provider) shall
deliver all documents to the Bank, which include coding
standards, user manuals, installation manuals, operation manuals,
design documents, process documents, technical manuals, and
other documents, if any, as per work order.
18.1.7 ................... (Service provider) shall also provide documents
related to Review Records/ Test Bug Reports/ Root Cause Analysis
Report, details and documentation of all Product components,
details and documentation of all dependent/ external modules and
all documents relating to traceability of the software made under
this agreement before its production release.
18.1.8 All software programs customisedsupplied/developed, program
documentation, system documentation and testing methodologies
along with all other information and documents (other than tools
being proprietary to ..................... (Service provider) and used for
Appendix-12c SLA Agreement for Solutions Page 40 of 93
customized software development shall be the exclusive property
of the Bank.
18.1.9 The Intellectual Property Rights on the software code, copyright
and source code for various applications/ interfaces developed
under this Agreement, and any other component/ framework/
middleware used/ developed as pre-built software assets to deliver
the solution, shall belong to the Bank and the Bank shall have
complete and unrestricted rights on such property. However, the
Service Provider……………….(service provider) shall hold allAll
Intellectual Property rights in any pre-built software (base product
(Out of Box features)- Binaries ),per se , except for those which
have been assigned under the Agreement.this agreement.
18.1.10All information processed by..................... (Service provider)
during software development, implementation& maintenance
belongs to the Bank. ……………………. (Service provider) shall
not acquire any other right in respect of the information for the
license to the rights owned by the bank. ..................... (Service
provider) will implement mutually agreed controls to protect the
information. ..................... (Service provider) also agrees that it will
protect the information appropriately. Failure to protect
information may attract civil, criminal, or administrative penalties.
18.1.11The Vendor shall deliver the following documents to the Bank for
every firmware/software including third party software before
software/ service become operational, which includes, user
manuals, installation manuals, operation manuals, design
documents, process documents, technical manuals, functional
specification, software requirement specification, on-line tutorials/
CBTs, system configuration documents, system/database
administrative documents, debugging/diagnostics documents, test
procedures etc.
18.1.12The Vendor should also provide the MIS reports as per
requirements of the Bank. Any level/ version changes and/or
clarification or corrections or modifications in the abovementioned
Appendix-12c SLA Agreement for Solutions Page 41 of 93
documentation should be supplied by the Vendor to the Bank, free
of cost in timely manner. The vendor shall develop customized
documentation as per Bank’s requirement, if desired by the Bank.
18.2 SOURCE CODE ESCROW AGREEMENT14 :. For the Solutions with base
product (Out of Box features) – Binaries :
18.2.1 The ………………….(Service Provider) shall deposit the source
code and everything required to independently maintain the
software, to the source code escrow account and agrees to
everything mentioned in ‘Annexure - H’
18.2.2 The …………………. (Service provider) shall deposit the latest
version of source code in escrow account……….. At regular
intervals as mentioned in ‘Annexure H’
18.2.3 The Bank shall have the right to get the source code released and
will receive no opposition/hindrances from the escrow agent and
………………. (Service provider) under the following conditions:-
(i) In the event wherein the …………………. (Service provider) has been declared
Insolvent/Bankrupt.
(ii) In the event wherein the ………………………………………(software) development
project given to ………………….(service provider) has been cancelled.
(iii) In the event wherein the …………………. (Service provider) has declared its
expressed/written unwillingness to fulfill his contractual obligations.
(iv) Any other condition as specified in clause 8 of Annexure-H.
(iv)……………………………………………………..
(v)……………………………………………………..
18.2.4 …………………….(Service provider) agreesagree to bear the
payment of fees due to the escrow agent at the regular intervals
during the contract period...
14 This agreement is to be made wherein the …service provider… has refused to give ownership over
the Software. The user department has to delete inapplicable para.
Appendix-12c SLA Agreement for Solutions Page 42 of 93
18.2.5 The Escrow Agreement shall ipso-facto would get terminated on
delivery of Source Code to either of the parties upon the terms &
conditions mentioned in ‘Annexure -H’.
19 TERMINATION CLAUSE :
19.1 The Bank, without prejudice to any other remedy for breach of contract, shall
have the right to terminate the contract in whole or part, if
………………..(service provider), at any time, by giving a written notice of at
least 30 days to the Service Provider, if Service Provider (term of notice) fails to
deliver any or all of the deliverables within the period(s) specified in this
Agreement, or within any extension thereof granted by the Bank pursuant to
conditions of Agreement or if ………………..(service provider) fails to perform
any other obligation(s) and/or breach any of terms and conditions ofunder the
RFP/Agreement provided a cure period of not less than 6090 days (term) is given
to ………………..(service provider) to rectify the defects.
19.2 In the event the Bankbank terminates the ContractAgreement in whole or in part
for the breaches attributable to the ……..............(Service Provider,), the
Bankbank may procure, upon such terms and in such manner, as it deems
appropriate, Equipments, Software Solution and Servicessoftware or services
similar to those undelivered, and the Service Provider……………….(service
provider) shall be liable to the Bank for any increase in costexcess costs for such
similar Equipments, Software Solution and Services.software or services.
However, the Service Provider………………….(service provider),in case of part
termination, shall continue the performance of the ContractAgreement to the
extent not terminated.
19.3 In the event of termination of the Agreement, …………………(service provider)
shall be entitled to receive payment for the Services rendered (delivered) up to the
effective date of termination.
19.4 The Bank may at any time terminate the Agreement without giving written notice
to ………………… (Service provider), if ………………… (Service provider)
becomes bankrupt or otherwise insolvent. In this event termination will be
without compensation to ………………… (Service provider), provided that such
termination will not prejudice or affect any right of action or remedy, which has
occurred or will accrue thereafter to the Bank on payment to the
……………..(Service Provider) for the services rendered.
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19.5 In the event of the termination of the Agreement.......................... (Service
Provider) shall be liable and responsible to return to the Bank all records,
documents, data and information including Confidential Information pertains to
or relating to the Bank in its possession.
19.6 In the event of termination of the Agreement for material breach by service
provider, Bank shall have the right to give suitable publicity to the same including
advising the Indian Bank’s Association.
19.7 Upon termination or expiration of this Agreement, all rights and obligations of the
Parties hereunder shall cease, except such rights and obligations as may have
accrued on the date of termination or expiration; the obligation of indemnity;
obligation of payment; confidentiality obligation; Governing Law clause; Dispute
resolution clause ; and any right which a Party may have under the Applicable
Law.
19.8 Termination for Insolvency :
20 DISPUTE REDRESSAL MACHANISM & GOVERNING LAW
20.1 All disputes or differences whatsoever arising between the parties out of or in
connection with this Agreement (including dispute concerning interpretation) or
in discharge of any obligation arising out of the Agreement (whether during the
progress of work or after completion of such work and whether before or after the
termination of this Agreement, abandonment or breach of this Agreement), shall
be settled amicably.
20.2 If the parties are not able to solve them amicably, either party [SBI or
..................... (service provider)] shall give written notice to other party clearly
setting out there in, specific dispute(s) and/or difference(s), and shall be referred
to a sole arbitrator mutually agreed upon, and the award made in pursuance
thereof shall be binding on the parties.
20.3 In the absence of consensus about the single arbitrator, the dispute may be
referred to an arbitration panel; one to be nominated by each party and the said
arbitrators shall nominate a presiding arbitrator, before commencing the arbitration
proceedings. The arbitration shall be settled in accordance with the applicable
Indian Laws and arbitration would be held as per the Arbitration and conciliation
Act, 1996, as amended from time to time.
Appendix-12c SLA Agreement for Solutions Page 44 of 93
20.4 ..................... (Service provider) shall continue work under the Agreement during
the arbitration proceedings, unless otherwise directed by the Bank or unless the
matter is such that the work cannot possibly be continued until the decision of the
arbitrator is obtained.
20.5 Arbitration proceeding shall be held at Mumbai (Place of Arbitration), India, and
the language of the arbitration proceedings and that of all documents and
communications between the parties shall be in English.
20.6 This Agreement shall be governed by laws in force in India. Subject to the
arbitration clause above, all disputes arising out of or in relation to this
Agreement, shall be subject to the exclusive jurisdiction of the courts at
………………………(place) only.
20.7 In case of any change in applicable laws that has an effect on the terms of this
Agreement, the Parties agree that the Agreement may be reviewed, and if deemed
necessary by the Parties, make necessary amendments to the Agreement by
mutual agreement in good faith, in case of disagreement obligations mentioned in
this clause shall be observed.
21 RIGHT TO USE DEFECTIVE PRODUCT :
21.1 If after delivery, acceptance and installation and within the warranty period, the
operation or use of the equipment is found to be unsatisfactory, the Bank shall
have the right to continue to operate or use such equipment until rectification of
defects, errors or omissions by partial or complete replacement is made without
interfering with the Bank’s operation.
22 POWERS TO VARY OR OMIT WORK :
22.1 No alterations, amendments, omissions, additions, suspensions or variations of
the work (hereinafter referred to as variation) under the Agreement shall be made
by..................... (Service provider) except as directed in writing by Bank. The
Bank shall have full powers, subject to the provision herein after contained, from
time to time during the execution of the Agreement, by notice in writing to
instruct..................... (Service provider) to make any variation without prejudice
to the Agreement. ..................... (Service provider) shall carry out such variations
and be bound by the same conditions, though the said variations occurred in the
Appendix-12c SLA Agreement for Solutions Page 45 of 93
Agreement documents. If any suggested variations would, in the opinion
of..................... (Service provider), if carried out, prevent them from fulfilling any
of their obligations under the Agreement, they shall notify the Bank, thereof, in
writing with reasons for holding such opinion and Bank shall
instruct..................... (Service provider) to make such other modified variation
without prejudice to the Agreement. ..................... (Service provider) shall carry
out such variations and be bound by the same conditions, though the said
variations occurred in the Agreement documents. If Bank confirms their
instructions................................... (Service provider)’s obligations will be
modified to such an extent as may be mutually agreed. If such variation is
substantial and involves considerable extra cost, any agreed difference in cost
occasioned by such variation shall be mutually agreed between the parties. In any
case in which..................... (Service provider) has received instructions from the
Bank as to the requirement of carrying out the altered or additional substituted
work, which either then or later on, will in the opinion of..................... (Service
provider), involve a claim for additional payments, such additional payments
shall be mutually agreed in line with the terms and conditions of the order.
22.2 If any change in the work is likely to result in reduction in cost, the parties shall
agree in writing so as to the extent of reduction in payment to be made to
……………(Service Provider), before..................... (Service provider)
proceeding with the change.
23 NO WAIVER OF BANK RIGHTS OR..................... (SERVICE PROVIDER)’S
LIABILITY
Neither any payment sign-off/payment by the Bank for acceptance of the whole or any part of
the work, nor any extension of time/possession taken by the Bank shall affect or prejudice the
rights of the Bank against..................... (Service provider), or relieve..................... (Service
provider) of their obligations for the due performance of the Agreement, or be interpreted as
approval of the work done, or create liability on the Bank to pay for alterations/ amendments/
variations, or discharge the liability of..................... (service provider) for the payment of
damages whether due, ascertained, or certified or not or any sum against the payment of
which they are bound to indemnify Bank nor shall any such certificate nor the acceptance by
them of any such paid on account or otherwise, affect or prejudice the rights of the
.................... (Service provider),against the Bank.
Appendix-12c SLA Agreement for Solutions Page 46 of 93
24 CHANGE OF ORDERS
24.1 The Bank may, at any time, by a written order given to the Vendor, make changes
within the general scope of the Contract in any one or more of the following:
24.1.1 Method of shipment or packing;
24.1.2 Place of delivery;
24.1.3 Quantities to be supplied subject to 25% above or below the
originally declared quantities except where Bank has specifically
mentioned at the option of the Bank.
24.1.4 If due to lack of technical feasibility or lack of commercial
viability or due to unforeseen circumstances, the Bank finds that it
is unable to buy certain components or services, or will need to
substitute one component or service with another, the Bank may
change the quantities beyond 25 % plus or minus. The Bank also
reserves the right to avail the products/services as per the rate
discovered through this RFP in respect of following items, during
the term of the contract :
Price
Bid Item No.
Description of Product/Service
If the Need for Variation Arises
3 Perpetual Client License Existing and current RFP
Additional licenses should be provided at the same unit rate.
7 b and c
Onsite Advanced Technical Support : Senior and Junior Resources.
Additional resources should be provided at the same unit rate.
25 CONTRACT AMENDMENTS
25.1 No variation in or modification of the terms of the Contract shall be made, except
by written amendment, signed by the parties
26 LIMITATION OF LIABILITY
26.1 For breach of any obligation mentioned in this agreement, subject toclause 21.3,
in no event ……………..(Service Provider) shall be liable for damages to the
Appendix-12c SLA Agreement for Solutions Page 47 of 93
Bankarising under or in connection with this agreement for an amount exceeding
the total cost of the project .
26.2 ...........................(Service provider) will ensure Bank’s data confidentiality and
shall be responsible for liability arising in case of breach of any kind of security
and/or leakage of confidential customer/Bank’s related information to the extent
of loss so caused.
26.3 The limitations set forth in Clauses 21.1 shall not apply with respect to:
(i) claims that are the subject of indemnification pursuant to Clause 1215,
(ii) damage(s) occasioned by the gross negligence, fraud or willful
misconduct of ……………..(Service Provider),
(iii) damage(s) occasioned by ……………..(Service Provider) for breach
of Clause 1516,
(iv) Regulatory or statutory fines imposed by a Government or Regulatory
agency for non-compliance of statutory or regulatory guidelines
applicable to the Bank, provided such guidelines were brought to the
notice of Service Provider.
(iv) Loss/Damages suffered by the Bank due to Non-Compliance of
Statutory or Regulatory Guidelines by Service Provider.
(v) when a dispute is settled by the Court of Law in India.
27 FORCE MAJEURE
27.1 Any failure or delay by either parties in performance of its obligation, to the
extent due to any failure or delay caused by fire, flood, earthquake or similar
elements of nature, or act of God, war, terrorism, riots, civil disorders, rebellions
or revolutions, acts of government authorities or other events beyond the
reasonable control of non-performing Party shall not be deemed as default.
27.2 If Force Majeure situation arises, the non-performing party shall promptly notify
within………… (Term, in days) to the other party in writing of such conditions
15 Please see Clause 12 ‘IPR Indemnification’ 16Please see Clause 15 ‘Security and Confidentiality’
Appendix-12c SLA Agreement for Solutions Page 48 of 93
and the cause(s) thereof. Unless otherwise agreed in writing, the non-performing
party shall continue to perform its obligations under the Agreement as far as is
reasonably practical, and shall seek all reasonable alternative means for
performance not prevented by the Force Majeure event.
27.3 If the Force Majeure situation continues beyond 30 days, the either parties shall
have the right to terminate the Agreement by giving a notice to the other
party.Neither party shall have any penal liability to the other in respect of the
termination of this Contract as a result of an event of Force Majeure. However,
............(Service Provider) shall be entitled to receive payments for all services
actually rendered up to the date of the termination of this Agreement.
28 NOTICES
28.1 Any notice or other communication under this Agreement given by either party to
the other party shall be deemed properly given if in writing and;
i. When hand delivered during normal business hours of the recipient,
acknowledgment taken.
ii. If transmitted by facsimile during normal business hours of the recipient; proof
of delivery taken. A copy sent by registered mail/ first class courier, return
receipt requested shall follow all fax notices, to any Fax number
of..................... (Service provider)’s office at Mumbai, or any other place
advised by..................... (Service provider) to the Bank from time to time.
iii. If mailed by registered mail/ first class courier, return receipt requested, within
five working days of posting, properly addressed and stamped with the
required postage, to the intended recipient at its address specified below its
signature at the end of this Agreement.
28.2 The Addresses for Communications to the parties are as under.
(a) In the case of the Bank
………………………..
………………………..
………………………..
………………………..
……………………….
(b) In case of service provider
……………………….
Appendix-12c SLA Agreement for Solutions Page 49 of 93
………………………..
………………………..
………………………..
28.3 In case there is any change in the address of one party, it shall be communicated
in writing to the other party with in …………… (days).
29 GENERAL TERMS & CONDITIONS
29.1 TRAINING: ..................... (Service provider) shall train designated Bank officials
on the configuration, operation/ functionalities, maintenance, support &
administration for software, application architecture and components, installation,
troubleshooting processes of the proposed …………………(services)as
mentioned in this agreement.
29.2 PUBLICITY:.................... (Service provider) may make a reference of the
services rendered to the Bank covered under this Agreement on.....................
(Service provider)’s Web Site or in their sales presentations, promotional
materials, business plans or news releases etc., only after prior written approval
from the Bank.
29.3 SUCCESSORS AND ASSIGNS: This Agreement shall bind and inure to the
benefit of the parties, and their respective successors and permitted assigns.
29.4 NON-HIRE AND NON-SOLICITATION: During the term of this Agreement and
for a period of one year thereafter, neither party shall (either directly or indirectly
through a third party) employ, solicit to employ, cause to be solicited for the
purpose of employment or offer employment to any employee/s or sub-
contractor/s of the other party, or aid any third person to do so, without the
specific written consent of the other party. However nothing in this clause shall
affect the Bank’s regular recruitments as per its recruitment policy and not
targeted to the employees of..................... (Service provider).
29.5 SEVERABILITY: The invalidity or unenforceability of any provision of this
Agreement shall not in any way effect, impair or render unenforceable this
Agreement or any other provision contained herein, which shall remain in full
force and effect.
29.6 MODIFICATION: This Agreement may not be modified or amended except in
writing signed by duly authorized representatives of each party with express
mention thereto of this Agreement.
Appendix-12c SLA Agreement for Solutions Page 50 of 93
29.7 ENTIRE AGREEMENT: This Agreement, including all Work orders, Exhibits,
Annexures, Appendix, RFP and other documents or communications incorporated
herein, represents the entire agreement for the services of
…………………………………………………………covering…………………
………………………………(short description of the service to be provided),
between the parties and supplements all prior negotiations, understandings and
agreements, written or oral, relating to the subject matter herein. In the event of
any conflict of any matter between the agreement and its
annexures/schedules/addenda/appendix/exhibit/RFP/RFP amendments / corrigendum, the
Bank’s decision shall be final in the matter.
29.8 PRIVITY: Neither this Agreement nor any provision hereof is intended to confer
upon any person/s other than the Parties to this Agreement any rights or remedies
hereunder.
29.9 EFFECTIVE DATE: This Agreement shall be effective from the date mentioned
at the beginning of this Agreement.
29.10 DUE AUTHORISATION: Each of the undersigned hereby represents to the other
that she/ he is authorized to enter into this Agreement and bind the respective
parties to this Agreement.
29.11 COUNTERPART: This Agreement is executed in duplicate and each copy is
treated as original for all legal purposes.
IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be
executed by their duly authorized representatives as of the date and day first mentioned
above.
State Bank of India ……………….Service Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.
Appendix-12c SLA Agreement for Solutions Page 51 of 93
ANNEXURE, SCHEDULE, ETC
ANNEXURE-A ( Shall be framed by Bank based on RFP)
DELIVERABLES/SCOPE OF WORK
1. Description of Deliverables:
[Identify each individual component of the Deliverables, including equipment and
software, by name and version.]
2. Specifications, Performance Standards, and Functional Requirements:
[Include here all of the specifications, performance standards, and functional
requirements for the Deliverables that are important to the Bank. Be certain to include
run and operator response times (if applicable) which are part of the Acceptance
criteria discussed in this agreement.]
2.1 ‘………………(Service Provider).’ Undertakes and warrants to provide technical sup-
port with resolution time frame as per the matrix given below:
Severity Description Response Time Resolution time
Critical
High/Major
Medium/
Low/Minor
Very
Low/Cosmetic
3. Documentation:
[Identify here all user manuals and other documentation concerning the Software.]
4. Modifications to Scope Of License:
[Identify here any modifications to the scope of the License defined in this agreement.]
Appendix-12c SLA Agreement for Solutions Page 52 of 93
ANNEXURE-B ( Shall be framed by Bank based on RFP)
SERVICE METRIC<strike off any of the term, if it is inapplicable>
1.1 Service Measure or Service definitions
<Kindly determine, the key business function, process or procedure being measured and reported on
and which parties should continuously improve>
1.2 Service level objective
<Kindly determine, key specific service component (for example, requirements, defects, test cases)
that is to be measured.>
1.3 Service Window
<demarcate the time periods during which the service level will be measured. In regard to services,
this is focused on the duration of the project or development of life cycle>
1.4 Measurement Range/ service-level metric
<Kindly establish measurement criteria of the work that the agreement requires the provider to per-
form. This measurement is commonly expressed as percentage><Strike off which ever in not applica-
ble>
Service- level
object
Service level
category
Service level time frame
Service level met-
ric/measurement range
<Requirement> <…………….> <Project or development life
cycle
+……………(warranty/per
phase/rolling period)
Low…. %
High …. %
Average…. %
Formula
Measurement Interval
Measurement Tool
Appendix-12c SLA Agreement for Solutions Page 53 of 93
(a) Service metric for production support
Uptime Metric
SL
no.
Service level category Service level object Service window Measurement
range/criteria
1. <application uptime> <requirement> <including down-
time require-
ment>
Measurement will
be on
……..(monthly/
quarterly/half year-
ly/yearly)<strike off
which even is not
applicable>
1.5 Measurement Formula
<Kindly provide description of the mathematical formula used to measure the delivery of a service
against the measurement range>
1.6 Data Sources
<Description of type and origin of data that will be collected, where and how it will be stored
and who will be responsible>
Appendix-12c SLA Agreement for Solutions Page 54 of 93
ANNEXURE-C( Shall be framed by Bank based on RFP)
INFRASTUCTURE MANAGEMENT METRICS<strike off which ever in not applicable>
(a) Service metric for Recovery Time objective (RTO)<strike off if not applicable>
SL
no.
Service level
category
Service level object Measurement range/criteria
1. RTO during dis-
aster for shifting
to <Place>DC
<………………. (requirement
to be filled by the concerned
dept.)/ 4 hours><strike off
which ever in not applicable>
<…………………><to be filled in by the
concerned dept. depending on the critical-
ity of service>
(b) SLA for Recovery Point Objective<strike off if not applicable>
SL
no.
Service level
category
Service level object Measurement range/criteria
1. RPO during dis-
aster for shifting
to <Place>
<……………….(requirement to
be filled by the concerned
dept.)/ 99.999% of PR site data
recovery><strike off which ever
in not applicable>
<…………………><to be filled in by the
concerned dept. depending on the critical-
ity of service>
INFRASTUCTURE SUPPORT METRICS
Activities Severity Response
Time (mins)
Resolution
Time
(mins)
Measure-
ment Crite-
ria Operational
Task
Details
<to be filled
in by the con-
cerned dept.
depending on
the criticality
of service>
…………… Level 1 ……….. ………….
. <…………
………><to
be filled in
by the con-
cerned dept.
depending
on the criti-
cality of
……………. Level 2 ……………
.
………
……………. Level ….n ………….. …………
<to be filled ………………….. Level 1 ………… ……….
Appendix-12c SLA Agreement for Solutions Page 55 of 93
Activities Severity Response
Time (mins)
Resolution
Time
(mins)
Measure-
ment Crite-
ria Operational
Task
Details
in by the con-
cerned dept.
depending on
the criticality
of service>
…………………… Level 2 ………… …………. service>
…………………….. Level…..n ………… …………...
Appendix-12c SLA Agreement for Solutions Page 56 of 93
ANNEXURE-D( Shall be framed by Bank based on RFP and as per
requirement of the Bank)
APPLICATION DEVELOPMENT & MAINTENANCE METRIC
Impact Level Description/Measure Response Time Resolution Time
Level 1 Low impact <to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
Level 2 Medium impact <to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
........... ........
Level..... Highest impact <to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
Urgency Level Description/Measure Response time Resolution time
Level 1 <to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
Level 2 <to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
...........
Level..... To be performed on top
priority
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
<to be filled in by the
concerned dept. de-
pending on the criti-
cality of service>
Appendix-12c SLA Agreement for Solutions Page 57 of 93
<Priorities are to be filled in by the concerned dept. depending on the criticality of service>
IMPACT
Urgency Level
Level 1 Level 2 Level n
Level 1 Priority A Priority A Priority C
Level 2 Priority A Priority B Priority D
.... Priority J Priority K Priority L
Level..... Priority L Priority M Priority N Priority O
ANNEXURE-E( Shall be framed by Bank based on RFP and as per requirement of the
Appendix-12c SLA Agreement for Solutions Page 58 of 93
Bank)
SERVICE DESK SUPPORT METRIC<strike off if not applicable>
SL
no.
Service level
category
Service level object Measurement range/criteria
1. Call type
level 1, <strike
off which ever in
not applicable>
<……………….(requirement)/
call escalated by sbi service desk
to ……………service provider’s
team><strike off which ever in
not applicable>
<…………………><to be filled in by
the concerned dept. depending on the
criticality of service>
Call type
level 12, <strike
off which ever in
not applicable>
<……………….(requirement)/
call escalated by sbi service desk
to ……………service provider’s
team><strike off which ever in
not applicable>
<…………………><to be filled in by
the concerned dept. depending on the
criticality of service>
SERVICE LEVEL REPORTING/ FREQUENCY17<strike off if not applicable>
<Describe the service level reporting frequency and methodology>
17The purpose of this section is to document reports used to measure service levels. These reports must align
with the service measurement and should support these measurements.
Report Name Interval Recipient Responsible
Appendix-12c SLA Agreement for Solutions Page 59 of 93
SERVICE REVIEW MEETING18<strike off if not applicable>
Service Review meeting shall be held annually/ half yearly. The follow-
ing comprise of the Service Review Board:
President,
Members…………….
18The purpose of this section to describe the frequency of meeting and composition of service review board.
Appendix-12c SLA Agreement for Solutions Page 60 of 93
ANNEXURE-F( Response / Resolution shall be framed by Bank based on RFP or as
per requirements)
ESCALATION MATRICS19<strike off if not applicable>
19 To ensure that the service beneficiary receives senior management attention on unresolved issues,
the service provider operates a problem escalation procedure in order that any unresolved problems
are notified to the service provider management personnel on a priority basis dependent upon the
impact and urgency of the problem.
Service level
Category
Response/Resolution
Time
Escalation thresholds
Escalation Level 1 Escalation.........
Escalation
to
Escalation
Mode
Escalation
to
Escalation
Mode
Production
Support
<Name,
designation
contact
no.>
Service Mile-
stones
<Name,
designation
contact
no.>
Infrastructure
Management
<Name,
designation
contact
no.>
Application
Development
& Mainte-
nance
<Name,
designation
contact
no.>
Service Desk
Support
<Name,
designation
contact
no.>
Appendix-12c SLA Agreement for Solutions Page 61 of 93
ANNEXURE-G ( Shall be framed by Bank based on RFP)
<Undermentioned are proposed penalty metrics, they are required to be customized
by the concerned dept.><strike off whichever is not applicable>
PENALTY FOR NON PERFORMANCE OF SLA
Service level cate-
gory
SLA Measure Penalty Calculation
Application Up-
time/Downtime/
RTO/RPO <strike
off whichever is
not applicable>
<delay in minutes / hours /days>< to be provided
by the dept.>
Delivery Schedule <Delay ( in working days)>< to be provided>
Installation <delay in minutes / hours /days>< to be provided
by the dept.>
User Acceptance
Testing
<delay in minutes / hours /days>< to be provided
by the dept.>
Live in Production <delay in minutes / hours /days>< to be provided
by the dept.>
Periodical training <Delay ( in working days)>< to be provided> ………<For each re-
source not trained>
Source Code <Delay ( in working days)>< to be provided>
Non-availability of
staff
Reports/
Appendix-12c SLA Agreement for Solutions Page 62 of 93
PENALTY FOR EVERY ITEMS, Penalty at the rates given below:
Category of de-
fect
Service Area Penalty
Minor
Medium
Major
Critical
PENALTY FOR NON PERFORMANCE AT HELP DESK
Service
Area
SLA meas-
urement
Penalty % on billable amount
for the specified activity
Calculate penalty on
0 % 5% (for every 1%
shortfall from the
stipulated service
level
Help
Desk
Time taken for
resolution of
calls
(99.9% of the
calls should be
resolved within
the stipulated
response time)
More than or
equal to 99.9
% of service
level
Less than 99.9 % of
service level <to be provided by the dept.,>
Appendix-12c SLA Agreement for Solutions Page 63 of 93
ANNEXURE - H
DATED…………………….DAY OF…………….20…
ESCROW AGREEMENT
BETWEEN
[insert name of escrow agent]
(“Escrow Agent”)
-AND-
STATE BANK OF INDIA
(“Principal”)
-AND-
I[nsert name of supplier]
(“Supplier”)
[This Agreement is a DRAFT provided only for the purposes of furthering negotiations be-
tween the parties. The Department at their end may make changes/ customisation and up-
dates depending upon individual contract/service.]
RECITALS:
This AGREEMENT dated…………day of…….. is between insert name of agent (“Escrow
Agent”)
AND
Appendix-12c SLA Agreement for Solutions Page 64 of 93
State Bank of India (“Principal”)
AND
insert name of software owner (“Supplier”)
A. WHEREAS Supplier has agreed vide agreement dated ………………. to license to
the Principal the use of certain software.
B. Supplier and principal have already entered into Annual Support and Maintenance
services Agreement dated ………………… pursuant to the Software License Agree-
ment for providing maintenance and support services in respect of the Software Ap-
plications on the terms and conditions set out therein.
C. Supplier has agreed to deposit the “Source Code ” (as defined hereinafter) with the
Escrow Agent for being made available to the principle on the occurrence/happening
of any event of default as specified in this Software Escrow Agreement.
D. The Supplier and the Principal have agreed to appoint an escrow agent and the Es-
crow Agent has agreed to act as escrow agent and to hold the Source Code to the
Software on the following terms and conditions.
AGREED TERMS:
1. INTERPRETATION AND DEFINITIONS 1.1 In this Agreement unless the contrary is clearly intended:
1.1.1 “Licence Agreement” means the agreement between the Supplier and the
Principal as mentioned in clause A;
1.1.2 “Commencement Date” means the date mentioned in the Recital of this
agreement ;
1.1.3 “Escrow Fee” means the fee set out in clause 6 of this Agreement.;
1.1.4 “Software” means the software, including software tools, described in Li-
cense Agreement;
1.1.5 “Source Code” means the Software, including software tools, expressed in
human-readable language which is necessary for the understanding, main-
taining, modifying, correcting and enhancing of the Software specified in
License Agreement;
1.1.6 “Supporting Material” means all of the material and data developed and
used in and for the purpose of creating the software including but not lim-
ited to compiled object code, tapes, operating manuals and other items
listed in License Agreement or Master Service Agreement.
Appendix-12c SLA Agreement for Solutions Page 65 of 93
1.1.7 Other terms defined in the Agreement have the same meaning in this
Agreement.
1.2 In this Agreement unless the contrary intention appears:
1.2.1 the Clause headings are for convenient reference only and have no effect
in limiting or extending the language of the provisions to which they refer;
1.2.2 a cross reference to a Clause number is a reference to all its Sub-clauses;
1.2.3 words in the singular number include the plural and vice versa;
1.2.4 words importing a gender include any other gender;
1.2.5 a reference to a person includes a partnership and a body, whether corpo-
rate or otherwise;
1.2.6 a reference to a Part, Clause, Sub-clause or Paragraph in this Agreement is
a reference to a Part, Clause, Sub-clause or Paragraph of this Agreement as
the case may be, and a reference to a Part, Clause, Sub-clause or Paragraph
in a Schedule or Annexure is a reference to a Part, Clause Sub-clause or
Paragraph in the Schedule or Annexure unless expressed explicitly therein
as referring to the Agreement;
1.2.7 where a word or phrase is given a particular meaning, other parts of speech
and grammatical forms of that word or phrase have corresponding mean-
ings;
1.2.8 monetary references are references to Indian currency;
1.2.9 references to natural persons include corporations and vice versa; and
1.2.10 The plural includes the singular and vice versa.
1.3 Where an obligation is imposed on a party under this Agreement, that obligation
shall be deemed to include an obligation to ensure that no act, error or omission on
the part of the party’s employees, agents or sub-contractors or their employees or
agents occurs which prevent the discharge of that party’s obligation.
2. DURATION
This Agreement commences on the Commencement Date and continues until either
the Source Code is released in accordance with this Agreement, or this Agreement is
terminated under Clause 9.
3. APPOINTMENT OF ESCROW AGENT The Escrow Agent is appointed jointly by the Principal and the Supplier to hold, re-
tain and deal with the Source Code in accordance with the terms of this Escrow
Agreement.
Appendix-12c SLA Agreement for Solutions Page 66 of 93
4. SUPPLIER’S OBLIGATIONS 4.1 The Supplier must deliver to the Escrow Agent ……………20 copy of the Source
Code, within ……………….21 days of the date of this Escrow Agreement.
4.2 Within ……………….22 of the Supplier making any Upgrade or New Release in
relation to the Software available to the Principal, the Supplier must deliver to and
deposit with the Escrow Agent, one copy of the Source Code for that Upgrade or
New Release (or where appropriate, the Source Code for the whole of the Soft-
ware including that Upgrade or New Release.
4.3 If the Source Code is lost, stolen, damaged or destroyed after delivery to the Es-
crow Agent the Supplier must deliver another copy of the Source Code as soon as
practicable after notification of the loss, theft, damage or destruction.
4.4 All copies of Source Code delivered to and deposited with the Escrow Agent must
be clearly labelled with the name of the Supplier, the name of the Principal, a de-
scription of the Source Code (for example where Source Code for an Upgrade on-
ly is delivered) and the date.
4.5 The Supplier warrants that all Source Code delivered to and deposited with the
Escrow Agent will be free from any virus or device which would prevent it being
used for the understanding, maintaining, modifying, correcting or enhancing of
the Software, or which would prevent or impede a thorough and effective verifica-
tion of the Source Code.
4.6 The Supplier further warrants that all Source Code delivered to and deposited with
the Escrow Agent will be an accurate and complete expression of the Software (in
its then current version) in human readable language.
5. ESCROW AGENT’S OBLIGATIONS 5.1 The Escrow Agent must accept delivery of the Source Code on the date of deliv-
ery and hold the Source Code on trust, on the terms and conditions of this Agree-
ment.
5.2 The Escrow Agent must take all necessary steps to ensure the preservation, care,
maintenance, safe custody and security of the Source Code while it is in the pos-
20 Please Specify number of copies required, Generally it is One(1) copy of source code. 21 Please specify the number of days. 22 Please specify the number of days.
Appendix-12c SLA Agreement for Solutions Page 67 of 93
session, custody or control of the Escrow Agent, including storage and in a secure
receptacle and in an atmosphere which does not harm the Source Code.
5.3 The Escrow Agent must provide written confirmation to both the Supplier and the
Principal of all items deposited and released pursuant to this Agreement.
5.4 If the Source Code is lost, stolen, destroyed or damaged while it is in the posses-
sion, custody or control of the Escrow Agent, the Escrow Agent must:
5.4.1 immediately notify the Supplier and the Principal;
5.4.2 at its own expense fully co-operate in the replacement of the lost, damaged
or destroyed Source Code; and
5.4.3 fully indemnify the Supplier and the Principal in respect of costs and ex-
penses incurred as a result of such loss, damage or destruction.
5.5 The Escrow Agent is not obliged to determine the nature, completeness, or accu-
racy of any Source Code lodged with it.
6. ESCROW FEE AND EXPENSES
The Supplier must pay the Escrow Fee annually in advance, the first payment being
due …………………..23 days after the date of this Agreement and fees for subsequent
years being due on each anniversary of the date of this Agreement. The annual Es-
crow Fee shall be Rs………………..(In words)
7. TESTING AND VERIFICATION
7.1 The Principal may analyse and conduct such tests in relation to the Source Code
as the Principal considers reasonably necessary, to verify that the Source Code
deposited pursuant to this Agreement accords with the description of the Source
Code in this Agreement or as represented by the Supplier.
7.2 The Principal may engage an independent assessor to undertake analysis and tests
of the Source Code on the Principal’s behalf.
7.3 The costs of the independent verification must be borne by the Principal, unless
the verification demonstrates that the Source Code does not accord with its de-
23 Please specify number of days.
Appendix-12c SLA Agreement for Solutions Page 68 of 93
scription in this Agreement or with the Supplier’s representations, in which case
the costs of the independent verification must be borne by the Supplier.
7.4 The Supplier consents to the release of the Source Code to the Principal or the
Principal’s agent for the purposes of testing and verification under this clause.
8. RELEASE OF THE SOURCE CODE
8.1 The Escrow Agent must not release, or allow access to, the Source Code except in
accordance with the provisions of this Agreement.
8.2 The Escrow Agent must release the Source Code to the Principal in not less than
………………24 business days after receipt of a written request signed by or on
behalf of the Principal and accompanied by a Statutory Declaration by an officer
of the Principal declaring that:
8.2.1 the Principal has the right to terminate the Agreement for breach by the
Supplier; or
8.2.2 Supplier is wound up, or ordered wound up, or has a winding up petition
ordered against it, or assigns all or a substantial part of its business or as-
sets for the benefit of creditors, or permits the appointment of a receiver
for the whole or substantial part of its business or assets, or otherwise
ceases to conduct its business in the normal course, or files a voluntary pe-
tition in bankruptcy or an involuntary petition in bankruptcy is filed
against the Supplier which is not dismissed within 60 days thereafter; or
8.2.3 Supplier files a voluntary petition in bankruptcy or insolvency; or
8.2.4 Supplier discontinues business because of insolvency or bankruptcy, and
no successor assumes Supplier’s Software maintenance obligations or ob-
ligations mentioned in the License Agreement; or
8.2.5 Supplier has admitted in writing its inability to honour, due to reasons at-
tributable to itself, its obligations under the Software Maintenance and
Support Agreement or obligations mentioned in the License Agreement in
respect of the Deposit Material; or
8.2.6 Supplier has expressed in writing its unwillingness to render due to the
reasons attributable to itself any services to be required to rendered under
24 Please specify number of days.
Appendix-12c SLA Agreement for Solutions Page 69 of 93
the Software Maintenance and Support Agreement or obligations men-
tioned in the License Agreement in respect of the Deposit Material; or
8.2.7 Supplier dissolves or ceases to function as a going concern or to conduct
its operation in the normal course of business or intends and conveys its
intention to do so.
8.2.8 Supplier/Owner (or its successor) defaults in its obligation to provide
maintenance services (except when the Principal fails to pay maintenance
fees under any agreement by virtue of which maintenance services to be
provided is not in place, expires and is not renewed with in time) as re-
quired by the License Agreement, or any agreement by virtue of which
maintenance services are to be provided, and fails to cure such default
within two weeks after receiving written notice of the default from Princi-
pal. The notice must describe the default and the action which Principal
believes is necessary to cure the default. If more than two weeks is rea-
sonably required to complete the cure, Supplier/Owner (or its successor)
shall have such additional time (not to exceed two months) as is reasona-
bly needed, provided that Owner (or its successor) is diligent in complet-
ing the cure.
8.3 The Principal must provide a copy of the written request and accompanying a no-
tice to the Supplier at the same time, and by the same method of delivery, as it is
provided to the Escrow Agent.
8.4 The Escrow Agent must release the Source Code to the Supplier not later than
………………(…) business days after receipt of a written request signed by or on
behalf of the Supplier and accompanied by a Statutory Declaration by an officer
of the Supplier declaring that the Supplier has terminated the Agreement for
breach by the Principal.
8.5 The Supplier must provide a copy of the written request and accompanying ap-
proval letter from the Principal at the same time, and by the same method of de-
livery, as it is provided to the Escrow Agent.
8.6 ………………..
8.7 ………………….<any other condition may be added by the dept. at there end.>
9. TERMINATION
Appendix-12c SLA Agreement for Solutions Page 70 of 93
9.1 This Software Escrow Agreement shall remain in force until the termina-
tion/expiry of the Software License Agreement and / or the Software Maintenance
& Support Agreement or unless terminated under the terms of this Software Es-
crow Agreement. Upon the termination or expiry of the Software License Agree-
ment or the Software Maintenance & Support Agreement, this Software Escrow
Agreement shall automatically stand terminated.
9.2 The Principal and the Supplier may jointly terminate this Agreement on
………………. (…..) days notice in writing to the Escrow Agent.
9.3 If this Agreement is terminated pursuant to this clause , the Escrow Agent must
deal with the Source Code in accordance with written directions endorsed by both
the Supplier and the Principal.
9.4 If this Agreement is terminated under this clause and the effective date of termina-
tion is other than an anniversary of the date of this Agreement, the Escrow Agent
must within …………….(…) days of the date of termination make a pro rata re-
fund to the Principal of any Escrow Fees paid in advance.
10. CONFIDENTIALITY
10.1 No party shall, except as permitted by this Escrow Agreement, make public or
disclose to any person any information about this Escrow Agreement or the
Source Code.
10.2 The Escrow Agent must not reproduce the Source Code or cause it to be repro-
duced unless the Escrow Agent reasonably believes that reproduction of the
Source Code is necessary to carry out the Escrow Agent’s obligations under this
Escrow Agreement.
10.3 The obligations under this clause shall survive the termination or expiry of this
Escrow Agreement.
10.4 Escrow agent shall regard, preserve and keep as secret and confidential all the
Source Code including Supporting Materials deposited under this Agreement. In
maintaining confidentiality hereunder the Escrow agent agrees and warrants that it
shall, either on its own account or jointly with or for any other person, firm, com-
pany or any other entity, without obtaining the written consent of the supplier:
Appendix-12c SLA Agreement for Solutions Page 71 of 93
I. Not disclose, transmit, reproduce or make available the Source Code in-
cluding Supporting Materials or any part thereof to the Principal prior to
the occurrence/happening of any of the events listed in this Agreement
II. Not disclose, transmit, reproduce or make available the Source Code in-
cluding Supporting Materials or any part thereof to any person firm, com-
pany or any other entity other than its directors, partners, advisers, agents
or employees, who need to know the same for the purpose of holding, pre-
serving, safe custody and security of the Source Code including Support-
ing Materials;
III. use at least the same degree of care in safeguarding the Source Code in-
cluding Supporting Materials as it uses for its own confidential documents
and information of like importance and such degree of care shall be atleast
that which is reasonably calculated to prevent such inadvertent disclosure;
IV. keep the Source Code including Supporting Materials and any copies
thereof secure and in such a way so as to prevent unauthorised access by
any third party;
V. bind each of its directors, partners, advisers, agents or employees so in-
volved to hold, preserve and protect the Source Code including Supporting
Materials in the manner prescribed in this Agreement;
VI. upon discovery of any disclosure or suspected disclosure of the Source
Code including Supporting Materials, to promptly inform the supplier and
the principal of such disclosure in writing and immediately return to the
principal all the Source Code including Supporting Materials, including
any and all copies thereof.
11. INSURANCE 11.1 The Escrow Agent must, be insured in respect of potential liability, loss or dam-
age arising at common law or under any statute in respect of claims for property
damage, personal injury, public liability and professional indemnity relevant to the
performance of the Escrow Agent’s obligations pursuant to this Agreement.
11.2 The Escrow Agent must produce evidence on demand, to the satisfaction of the
Licensee or Licensor as the case may be, of the insurance effected and maintained
in accordance with this clause.
Appendix-12c SLA Agreement for Solutions Page 72 of 93
12. INDEMNITY
12.1 Escrow Agent agrees and undertakes to indemnify and hold the Supplier and Prin-
cipal harmless from any loss, damage, claims, liabilities, charges, costs, or ex-
pense (including reasonable attorneys’ fees), that may arise or be caused or result
by reason of any breach, failure, delay, impropriety or irregularity on its part to
observe, adhere to, abide by or comply with any of the terms and conditions of
this Agreement, and to defend, at its own expense any suits, action, claim, litiga-
tion or other proceedings brought against any party and/or its directors, officers,
agents, servants, affiliates, and employees, or any of them, on account thereof, and
to pay all expenses and satisfy all judgments which may be incurred by or ren-
dered against them in connection therewith.
12.2 The Escrow Agent indemnifies the other parties against any action, claim or de-
mand by the Escrow Agent’s servants, employees or agents or their personal rep-
resentatives or dependents arising out of the performance of this Agreement.
13. COMPLIANCE WITH LAWS The Escrow Agent must comply with the provisions of any relevant Statutes, Regula-
tions, By-Laws and the requirements of any Central, State or local authority in carry-
ing out its obligations under this Agreement.
14. DISPUTE RESOLUTION & APPLICABLE LAW
14.1 In the event of any dispute between the Parties relating to this Agreement or the
Escrow, they shall first seek to settle the dispute by mutual agreement. If they
have not reached a settlement within one month, then any disputing Party may
thereafter submit the dispute to arbitration, and if so submitted, such dispute shall
be finally settled by arbitration conducted in accordance with the Indian Arbitra-
tion and Conciliation Act, 1996. Any arbitration, whether involving Escrow agent
or not shall be conducted in ………….. 25India. The language of arbitration shall
be English. The institution of any arbitration proceeding hereunder shall not re-
lieve any Party of its obligation to make payments under this Agreement. The de-
cision by the arbitrator shall be binding and conclusive upon the Parties, their suc-
25 Please specify the place of arbitration.
Appendix-12c SLA Agreement for Solutions Page 73 of 93
cessors, assigns and trustees and they shall comply with such decision in good
faith.
14.2 This Agreement is governed by and must be construed in accordance with the
laws from time to time in force in the Union of India and the parties agree that the
courts of laws at mumbai have jurisdiction to entertain any action in respect of, or
arising out of this Agreement.
15. FORCE MAJEURE :
Except for obligations to make payment, no Party shall be liable for any failure to per-
form arising from causes beyond its control, including, but not limited to, fire, storm,
flood, earthquake, explosion, accident, theft, terrorism, acts of public enemies, war,
insurrection, sabotage, illness, labor disputes or shortages, product shortages, failure
or delays in transportation, inability to secure materials, parts or equipment, acts of
God, or acts of any governmental authority or agency thereof.
16. AUDIT RIGHTS :
At the Principal’s written request, but not more frequently than annually, Escrow
agent shall furnish the Principal and Supplier with a written certificate signed by its
authorized representative certifying that Escrow agent is in full compliance with the
terms of this Agreement. The Supplier and Principal reserves the right to audit Escrow
agent’s activities with regard to the Source Code including Supporting Materials no
more than twice annually at their own expense. The Principal and Supplier shall
schedule any audit at least thirty (30) days in advance. Any such audit shall be con-
ducted during regular business hours at Escrow agent’s facilities and shall not unrea-
sonably interfere with the Escrow agent’s business activities.
17. VARIATION AND WAIVER
17.1 No variation of this Agreement is binding unless it is in writing and signed by all
parties.
17.2 No right under this Agreement is waived or deemed to be waived except by notice
in writing signed by the party having the benefit of that right.
Appendix-12c SLA Agreement for Solutions Page 74 of 93
17.3 A waiver by one party of a breach of a provision of this Agreement does not con-
stitute a waiver in respect of any other breach of the same or any other provision
of this Agreement.
17.4 No forbearance, delay or indulgence granted by one party to another will be con-
strued as a waiver of the first party’s rights under this Agreement.
18. ASSIGNMENT AND SUB-CONTRACT 18.1 Neither the Principal nor the Supplier may assign their rights under this Agree-
ment without the prior written consent of the other.
18.2 The Escrow Agent may not assign its rights nor subcontract its obligations under
this Agreement without the prior written consent of the Supplier and the Principal.
19. SEVERABILITY If any provision of this Agreement is held invalid, unenforceable or illegal, the of-
fending provision shall be severed from this Agreement and the remaining parts of
this Agreement remain in full force and effect.
20. NOTICES
20.1 Notices must be in writing, signed by or on behalf of the party giving notice, sent
to the addresses mentioned below
…………………………….
…………………………….
…………………………….
……………………………. (Escrow Agent)
………………………………
………………………………
………………………………
………………………………(Principal)
………………………………
Appendix-12c SLA Agreement for Solutions Page 75 of 93
………………………………
………………………………
………………………………(Supplier)
and:
20.1.1 delivered by hand (in which case the notice is deemed to have been re-
ceived upon delivery);
20.1.2 sent by pre-paid ordinary post (in which case the notice is deemed to have
been received three (3) business days after posting); or
20.1.3 sent by facsimile (in which case the notice is deemed to have been re-
ceived upon receipt by the sender of confirmation of successful transmis-
sion).
20.1.4 A party may change its address for service of notices by written notice to
the other parties.
Agreed to and accepted by:
………………….. (“supplier”) ………………(“Escrow Agent”)
By (signature):____________________ By (signature):_____________________
Name: ____________________ Name :_____________________
Title:____________________ Title: _____________________
Email: ____________________ Email: _____________________
State Bank of India (“Principal”)
By (signature): ____________________
Name of Department: ____________________
Title: ____________________
Email: _____________________
Appendix-12c SLA Agreement for Solutions Page 76 of 93
ANNEXURE – I : NON-DISCLOSURE AGREEMENT (As per RFP – Appendix 13)
THIS RECIPROCAL NON-DISCLOSURE AGREEMENT (the “Agreement”) is made at
Mumbai between:
__________________________________ constituted under the _________ Act, ______ hav-
ing its Corporate Centre at ___________________________
__________________________________ (hereinafter referred to as “Bank” which expres-
sion includes its successors and assigns) of the ONE PART;
And
____________________________________ (hereinafter referred to as “_________” which
expression shall unless repugnant to the subject or context thereof, shall mean and include its
successors and permitted assigns) of the OTHER PART;
And Whereas
1. _________________________________________ is carrying on business of providing
_________________________________, has agreed to __________________________
for the Bank and other related tasks.
2. For purposes of advancing their business relationship, the parties would need to disclose
certain valuable confidential information to each other. Therefore, in consideration of cove-
nants and agreements contained herein for the mutual disclosure of confidential information
to each other, and intending to be legally bound, the parties agree to terms and conditions as
set out hereunder.
NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER
1. Confidential Information and Confidential Materials :
(a) “Confidential Information” means non-public information that Disclosing Party designates
as being confidential or which, under the circumstances surrounding disclosure ought to be
treated as confidential. “Confidential Information” includes, without limitation, infor-
mation relating to installed or purchased Disclosing Party software or hardware products,
the information relating to general architecture of Disclosing Party’s network, information
relating to nature and content of data stored within network or in any other storage media,
Disclosing Party’s business policies, practices, methodology, policy design delivery, and
information received from others that Disclosing Party is obligated to treat as confidential.
Confidential Information disclosed to Receiving Party by any Disclosing Party Subsidiary
and/ or agents is covered by this agreement
Appendix-12c SLA Agreement for Solutions Page 77 of 93
(b) Confidential Information shall not include any information that: (i) is or subsequently be-
comes publicly available without Receiving Party’s breach of any obligation owed to Dis-
closing party; (ii) becomes known to Receiving Party prior to Disclosing Party’s disclo-
sure of such information to Receiving Party; (iii) became known to Receiving Party from a
source other than Disclosing Party other than by the breach of an obligation of confidenti-
ality owed to Disclosing Party; or (iv) is independently developed by Receiving Party.
(c) “Confidential Materials” shall mean all tangible materials containing Confidential Infor-
mation, including without limitation written or printed documents and computer disks or
tapes, whether machine or user readable.
2. Restrictions
(a) Each party shall treat as confidential the Contract and any and all information (“confiden-
tial information”) obtained from the other pursuant to the Contract and shall not divulge
such information to any person (except to such party’s own employees and other persons
and then only to those employees and persons who need to know the same) without the
other party’s written consent provided that this clause shall not extend to information
which was rightfully in the possession of such party prior to the commencement of the
negotiations leading to the Contract, which is already public knowledge or becomes so at
a future date (otherwise than as a result of a breach of this clause). Receiving Party will
have executed or shall execute appropriate written agreements with its employees and
consultants specifically assigned and/or otherwise, sufficient to enable it to comply with
all the provisions of this Agreement. If the Contractor shall appoint any Sub-Contractor
then the Contractor may disclose confidential information to such Sub-Contractor subject
to such Sub Contractor giving the Customer an undertaking in similar terms to the provi-
sions of this clause.
(b) Receiving Party may disclose Confidential Information in accordance with judicial or oth-
er governmental order to the intended recipients (as detailed in this clause), provided Re-
ceiving Party shall give Disclosing Party reasonable notice prior to such disclosure and
shall comply with any applicable protective order or equivalent. The intended recipients
for this purpose are:
(1) the statutory auditors of the Customer and
(2) regulatory authorities regulating the affairs of the Customer and inspectors and superviso-
ry bodies thereof
(c) The foregoing obligations as to confidentiality shall survive any termination of this
Agreement
(d) Confidential Information and Confidential Material may be disclosed, reproduced, sum-
marized or distributed only in pursuance of Receiving Party’s business relationship with
Disclosing Party, and only as otherwise provided hereunder. Receiving Party agrees to
segregate all such Confidential Material from the confidential material of others in order to
prevent mixing.
Appendix-12c SLA Agreement for Solutions Page 78 of 93
(e) Receiving Party may not reverse engineer, decompile or disassemble any software dis-
closed to Receiving Party.
3. Rights and Remedies
(a) Receiving Party shall notify Disclosing Party immediately upon discovery of any unau-
thorized used or disclosure of Confidential Information and/ or Confidential Materials, or
any other breach of this Agreement by Receiving Party, and will cooperate with Disclos-
ing Party in every reasonable way to help Disclosing Party regain possession of the Confi-
dential Information and/ or Confidential Materials and prevent its further unauthorized
use.
(b) Receiving Party shall return all originals, copies, reproductions and summaries of Confi-
dential Information or Confidential Materials at Disclosing Party’s request, or at Disclos-
ing Party’s option, certify destruction of the same.
(c) Receiving Party acknowledges that monetary damages may not be the only and / or a suffi-
cient remedy for unauthorized disclosure of Confidential Information and that disclosing
party shall be entitled, without waiving any other rights or remedies (as listed below), to
injunctive or equitable relief as may be deemed proper by a Court of competent jurisdic-
tion.
a. Suspension of access privileges
b. Change of personnel assigned to the job
c. Financial liability for actual, consequential or incidental
damages
d. Termination of contract
(d) Disclosing Party may visit Receiving Party’s premises, with reasonable prior notice and
during normal business hours, to review Receiving Party’s compliance with the term of
this Agreement.
4. Miscellaneous
(a) All Confidential Information and Confidential Materials are and shall remain the property
of Disclosing Party. By disclosing information to Receiving Party, Disclosing Party does
not grant any expressed or implied right to Receiving Party to disclose information under
the Disclosing Party patents, copyrights, trademarks, or trade secret information.
(b) Any software and documentation provided under this Agreement is provided with RE-
STRICTED RIGHTS.
(c) Neither party grants to the other party any license, by implication or otherwise, to use the
Confidential Information, other than for the limited purpose of evaluating or advancing a
business relationship between the parties, or any license rights whatsoever in any patent,
copyright or other intellectual property rights pertaining to the Confidential Information.
Appendix-12c SLA Agreement for Solutions Page 79 of 93
(d) The terms of Confidentiality under this Agreement shall not be construed to limit either
party’s right to independently develop or acquire product without use of the other party’s
Confidential Information. Further, either party shall be free to use for any purpose the re-
siduals resulting from access to or work with such Confidential Information, provided
that such party shall maintain the confidentiality of the Confidential Information as pro-
vided herein. The term “residuals” means information in non-tangible form, which may
be retained by person who has had access to the Confidential Information, including ide-
as, concepts, know-how or techniques contained therein. Neither party shall have any ob-
ligation to limit or restrict the assignment of such persons or to pay royalties for any work
resulting from the use of residuals. However, the foregoing shall not be deemed to grant
to either party a license under the other party’s copyrights or patents.
(e) This Agreement constitutes the entire agreement between the parties with respect to the
subject matter hereof. It shall not be modified except by a written agreement dated subse-
quently to the date of this Agreement and signed by both parties. None of the provisions
of this Agreement shall be deemed to have been waived by any act or acquiescence on the
part of Disclosing Party, its agents, or employees, except by an instrument in writing
signed by an authorized officer of Disclosing Party. No waiver of any provision of this
Agreement shall constitute a waiver of any other provision(s) or of the same provision on
another occasion.
(f) In case of any dispute, both the parties agree for neutral third party arbitration. Such arbi-
trator will be jointly selected by the two parties and he/she may be an auditor, lawyer,
consultant or any other person of trust. The said proceedings shall be conducted in Eng-
lish language at Mumbai and in accordance with the provisions of Indian Arbitration and
Conciliation Act 1996 or any Amendments or Re-enactments thereto.
(g) Subject to the limitations set forth in this Agreement, this Agreement will inure to the
benefit of and be binding upon the parties, their successors and assigns.
(h) If any provision of this Agreement shall be held by a court of competent jurisdiction to be
illegal, invalid or unenforceable, the remaining provisions shall remain in full force and
effect.
(i) All obligations created by this Agreement shall survive change or termination of the par-
ties’ business relationship.
5. Suggestions and Feedback
(a) Either party from time to time may provide suggestions, comments or other feedback to the
other party with respect to Confidential Information provided originally by the other party
(hereinafter “feedback”). Both party agree that all Feedback is and shall be entirely volun-
tary and shall not in absence of separate agreement, create any confidentially obligation
for the receiving party. However, the Receiving Party shall not disclose the source of any
feedback without the providing party’s consent. Feedback shall be clearly designated as
such and, except as otherwise provided herein, each party shall be free to disclose and use
such Feedback as it sees fit, entirely without obligation of any kind to other party. The
Appendix-12c SLA Agreement for Solutions Page 80 of 93
foregoing shall not, however, affect either party’s obligations hereunder with respect to
Confidential Information of other party.
Dated this __________ day of _________ 2012 at __________
(month) (place)
For and on behalf of ___________________________
Name
Designation
Place
Signature
For and on behalf of ___________________________
Name
Designation
Place
Signature
//Avinash.chhari/SLA_Draft
Appendix-12c SLA Agreement for Solutions Page 81 of 93
ANNEXURE – J - Transition Plan
1. Introduction
1.1 This Annexure describes the duties and responsibilities of the SERVICE PRO-
VIDER and the STATE BANK OF INDIA to ensure proper transition of services
and to ensure complete knowledge transfer.
2. Objectives
2.1 The objectives of this annexure are to:
(1) ensure a smooth transition of Services from the SERVICE PROVIDER to
a New/Replacement SERVICE PROVIDER or back to the STATE BANK
OF INDIA at the termination or expiry of this Agreement;
(2) ensure that the responsibilities of both parties to this Agreement are clearly
defined in the event of exit and transfer; and
(3) ensure that all relevant Assets are transferred.
(4) Reference of Source Code under this Transition Plan shall be understood
as customized source code other than Base Product-binaries-out of box
features.
3. General
3.1 Where the STATE BANK OF INDIA intends to continue equivalent or substan-
tially similar services to the Services provided by the SERVICE PROVIDER af-
ter termination or expiry the Agreement, either by performing them itself or by
means of a New/Replacement SERVICE PROVIDER, the SERVICE PROVIDER
shall ensure the smooth transition to the Replacement SERVICE PROVIDER and
shall co-operate with the STATE BANK OF INDIA or the Replacement SER-
VICE PROVIDER as required in order to fulfil the obligations under this annex-
ure…….
3.2 The SERVICE PROVIDER shall co-operate fully with the STATE BANK OF
INDIA and any potential Replacement SERVICE PROVIDERs tendering for any
Services, including the transfer of responsibility for the provision of the Services
Appendix-12c SLA Agreement for Solutions Page 82 of 93
previously performed by the SERVICE PROVIDER to be achieved with the min-
imum of disruption. In particular:
3.2.1 during any procurement process initiated by the STATE BANK OF INDIA
and in anticipation of the expiry or termination of the Agreement and irre-
spective of the identity of any potential or actual Replacement SERVICE
PROVIDER, the SERVICE PROVIDER shall comply with all reasonable
requests by the STATE BANK OF INDIA to provide information relating
to the operation of the Services, including but not limited to, hardware and
software used, inter-working, coordinating with other application owners,
access to and provision of all performance reports, agreed procedures, and
any other relevant information (including the configurations set up for the
STATE BANK OF INDIA and procedures used by the SERVICE PRO-
VIDER for handling Data) reasonably necessary to achieve an effective
transition, provided that:
3.2.1.1 the SERVICE PROVIDER shall not be obliged to provide any infor-
mation concerning the costs of delivery of the Services or any part
thereof or disclose the financial records of the SERVICE PROVIDER
to any such party;
3.2.1.2 the SERVICE PROVIDER shall not be obliged to disclose any such
information for use by an actual or potential Replacement SERVICE
PROVIDER unless such a party shall have entered into a confidentiali-
ty agreement; and
3.2.1.3 whilst supplying information as contemplated in this paragraph 3.2.1
the SERVICE PROVIDER shall provide sufficient information to
comply with the reasonable requests of the STATE BANK OF INDIA
to enable an effective tendering process to take place but shall not be
required to provide information or material which the SERVICE
PROVIDER may not disclose as a matter of law.
3.3 In assisting the STATE BANK OF INDIA and/or the Replacement SERVICE
PROVIDER to transfer the Services the following commercial approach shall ap-
ply:
(1) where the SERVICE PROVIDER does not have to utilise resources in ad-
dition to those normally used to deliver the Services prior to termination or
expiry, the SERVICE PROVIDER shall make no additional Charges. The
Appendix-12c SLA Agreement for Solutions Page 83 of 93
STATE BANK OF INDIA may reasonably request that support and mate-
rials already in place to provide the Services may be redeployed onto work
required to effect the transition provided always that where the STATE
BANK OF INDIA agrees in advance that such redeployment will prevent
the SERVICE PROVIDER from meeting any Service Levels, achieving
any other key dates or from providing any specific deliverables to the
STATE BANK OF INDIA, the STATE BANK OF INDIA shall not be en-
titled to claim any penalty or liquidated damages for the same.
(2) where any support and materials necessary to undertake the transfer work
or any costs incurred by the SERVICE PROVIDER are additional to those
in place as part of the proper provision of the Services the STATE BANK
OF INDIA shall pay the SERVICE PROVIDER for staff time agreed in
advance at the rates agreed between the parties and for materials and other
costs at a reasonable price which shall be agreed with the STATE BANK
OF INDIA in as described in …………………………..
3.4 If so required by the STATE BANK OF INDIA, on the provision of no less than
……… month’s notice in writing, the SERVICE PROVIDER shall continue to
provide the Services or an agreed part of the Services for a period not less than
……….month and not exceeding …….. months beyond the date of termination or
expiry of the Agreement. In such event the STATE BANK OF INDIA shall reim-
burse the SERVICE PROVIDER for such elements of the Services as are provid-
ed beyond the date of termination or expiry date of the Agreement on the basis
that:
(1) materials and other costs will be charged at a reasonable price which shall
be agreed between the Parties; and/or
(2) any other fees agreed between the Parties at the time of termination or ex-
piry.
3.5 The SERVICE PROVIDER shall provide to the STATE BANK OF INDIA an
analysis of the Services to the extent reasonably necessary to enable the STATE
BANK OF INDIA to plan migration of such workload to a Replacement SER-
VICE PROVIDER provided always that this analysis involves providing perfor-
mance data already delivered to the STATE BANK OF INDIA as part of the per-
formance monitoring regime.
Appendix-12c SLA Agreement for Solutions Page 84 of 93
3.6 The SERVICE PROVIDER shall provide such information as the STATE BANK
OF INDIA reasonably considers to be necessary for the actual Replacement
SERVICE PROVIDER, or any potential Replacement SERVICE PROVIDER
during any procurement process, to define the tasks which would need to be un-
dertaken in order to ensure the smooth transition of all or any part of the Services.
3.7 the SERVICE PROVIDER shall make available such Key Personnel who have
been involved in the provision of the Services as the Parties may agree to assist
the STATE BANK OF INDIA or a Replacement SERVICE PROVIDER (as ap-
propriate) in the continued support of the Services beyond the expiry or termina-
tion of the Agreement, in which event the STATE BANK OF INDIA shall pay for
the services of such Key Personnel on a time and materials basis at the rates
agreed between the parties.
3.8 The SERVICE PROVIDER shall co-operate with the STATE BANK OF INDIA
during the handover to a Replacement SERVICE PROVIDER and such co-
operation shall extend to, but shall not be limited to, inter-working, co-ordinating
and access to and provision of all operational and performance documents, re-
ports, summaries produced by the SERVICE PROVIDER for the STATE BANK
OF INDIA, including the configurations set up for the STATE BANK OF INDIA
and any and all information to be provided by the SERVICE PROVIDER to the
STATE BANK OF INDIA under any other term of this Agreement necessary to
achieve an effective transition without disruption to routine operational require-
ments.
4. Replacement SERVICE PROVIDER
4.1 In the event that the Services are to be transferred to a Replacement SERVICE
PROVIDER, the STATE BANK OF INDIA will use reasonable endeavours to en-
sure that the Replacement SERVICE PROVIDER co-operates with the SERVICE
PROVIDER during the handover of the Services.
5. Subcontractors
5.1 The SERVICE PROVIDER agrees to provide the STATE BANK OF INDIA with
details of the Subcontracts used in the provision of the Services. The SERVICE
PROVIDER will not restrain or hinder its Subcontractors from entering into
Appendix-12c SLA Agreement for Solutions Page 85 of 93
agreements with other prospective service providers for the delivery of supplies or
services to the Replacement SERVICE PROVIDER.
6. Transfer of Configuration Management Database
6.1 ……………… months prior to expiry or within ………………… week’s notice
of termination of this Agreement the SERVICE PROVIDER shall deliver to the
STATE BANK OF INDIA a full, accurate and up to date cut of content from the
Configuration Management Database (or equivalent) used to store details of Con-
figurable Items and Configuration Management data for all products used to sup-
port delivery of the Services.
7. Transfer of Assets
7.1 …………..months prior to expiry or within…………….. week of notice of termi-
nation of the Agreement the SERVICE PROVIDER shall deliver to the STATE
BANK OF INDIA the Asset Register comprising:
(1) a list of all Assets eligible for transfer to the STATE BANK OF INDIA;
and
(2) a list identifying all other Assets, (including human resources, skillset re-
quirement and know-how), that are ineligible for transfer but which are es-
sential to the delivery of the Services. The purpose of each component and
the reason for ineligibility for transfer shall be included in the list.
7.2 Within …………month of receiving the Asset Register as described above, the
STATE BANK OF INDIA shall notify the SERVICE PROVIDER of the Assets it
requires to be transferred, (the “Required Assets”), and the STATE BANK OF
INDIA and the SERVICE PROVIDER shall provide for the approval of the
STATE BANK OF INDIA a draft plan for the Asset transfer.
7.3 In the event that the Required Assets are not located on STATE BANK OF IN-
DIA premises:
(1) the SERVICE PROVIDER shall be responsible for the dismantling and
packing of the Required Assets and to ensure their availability for collec-
tion by the STATE BANK OF INDIA or its authorised representative by
the date agreed for this;
(2) any charges levied by the SERVICE PROVIDER for the Required Assets
not owned by the STATE BANK OF INDIA shall be fair and reasonable
Appendix-12c SLA Agreement for Solutions Page 86 of 93
in relation to the condition of the Assets and the then fair market value;
and
(3) for the avoidance of doubt, the STATE BANK OF INDIA will not be re-
sponsible for the Assets.
7.4 The SERVICE PROVIDER warrants that the Required Assets and any compo-
nents thereof transferred to the STATE BANK OF INDIA or Replacement SER-
VICE PROVIDER benefit from any remaining manufacturer’s warranty relating
to the Required Assets at that time, always provided such warranties are transfera-
ble to a third party.
8. Transfer of Software Licenses
8.1 …………. months prior to expiry or within ……………. week’s notice of termi-
nation of this Agreement the SERVICE PROVIDER shall deliver to the STATE
BANK OF INDIA all licences for Software used in the provision of Services
which were purchased by the STATE BANK OF INDIA.
8.2 On notice of termination of this Agreement the SERVICE PROVIDER shall,
within ………… week of such notice, deliver to the STATE BANK OF INDIA
details of all licences for SERVICE PROVIDER Software and SERVICE PRO-
VIDER Third Party Software used in the provision of the Services, including the
terms of the software license agreements. For the avoidance of doubt, the STATE
BANK OF INDIA shall be responsible for any costs incurred in the transfer of li-
cences from the SERVICE PROVIDER to the STATE BANK OF INDIA or to a
Replacement SERVICE PROVIDER provided such costs shall be agreed in ad-
vance. Where transfer is not possible or not economically viable the Parties will
discuss alternative licensing arrangements.
8.3 Within ……… month of receiving the software licence information as described
above, the STATE BANK OF INDIA shall notify the SERVICE PROVIDER of
the licences it wishes to be transferred, and the SERVICE PROVIDER shall pro-
vide for the approval of the STATE BANK OF INDIA a draft plan for licence
transfer, covering novation of agreements with relevant software providers, as re-
quired. Where novation is not possible or not economically viable the Parties will
discuss alternative licensing arrangements.
9. Transfer of Software
Appendix-12c SLA Agreement for Solutions Page 87 of 93
9.1 Wherein State Bank of India is the owner of the software, ………. months prior to
expiry or within ………… weeks’ notice of termination of this Agreement the
SERVICE PROVIDER shall deliver, or otherwise certify in writing that it has de-
livered, to the STATE BANK OF INDIA a full, accurate and up to date version of
the Software including up to date versions and latest releases of, but not limited
to:
(a) Source Code (with source tree) and associated documentation;
(b) application architecture documentation and diagrams;
(c) release documentation for functional, technical and interface specifications;
(d) a plan with allocated resources to handover code and design to new develop-
ment and test teams (this should include architectural design and code ‘walk-
through’);
(e) Source Code and supporting documentation for testing framework tool and
performance tool;
(f) test director database;
(g) test results for the latest full runs of the testing framework tool and perfor-
mance tool on each environment; and
10. Transfer of Documentation
10.1 ………. months prior to expiry or within ……….. weeks’ notice of termina-
tion of this Agreement the SERVICE PROVIDER shall deliver to the STATE
BANK OF INDIA a full, accurate and up-to date set of Documentation that relates
to any element of the Services as defined in ……………Annexure…….
11. Transfer of Service Management Process
11.1 …………….. months prior to expiry or within ………….. weeks’ notice of
termination of this Agreement the SERVICE PROVIDER shall deliver to the
STATE BANK OF INDIA:
(a) a plan for the handover and continuous delivery of the Service Desk function
and allocate the required resources;
Appendix-12c SLA Agreement for Solutions Page 88 of 93
(b) full and up to date, both historical and outstanding Service Desk ticket data in-
cluding, but not limited to:
(1) Incidents;
(2) Problems;
(3) Service Requests;
(4) Changes;
(5) Service Level reporting data;
(c) a list and topology of all tools and products associated with the provision of the
Softwares and the Services;
(d) full content of software builds and server configuration details for software de-
ployment and management; and
(e) monitoring software tools and configuration.
12. Transfer of Knowledge Base
12.1 …….. months prior to expiry or within ………. weeks notice of termination of
this Agreement the SERVICE PROVIDER shall deliver to the STATE BANK OF
INDIA a full, accurate and up to date cut of content from the knowledge base (or
equivalent) used to troubleshoot issues arising with the Services but shall not be
required to provide information or material which the SERVICE PROVIDER may
not disclose as a matter of law.
13. Transfer of Service Structure
13.1 ……… months prior to expiry or within ……… week’s notice of termination
of this Agreement the SERVICE PROVIDER shall deliver to the STATE BANK
OF INDIA a full, accurate and up to date version of the following, as a minimum:
(a) archive of records including:
(1) Questionnaire Packs;
(2) project plans and sign off;
(3) Acceptance Criteria; and
(4) Post Implementation Reviews.
(b) programme plan of all work in progress currently accepted and those in pro-
gress;
Appendix-12c SLA Agreement for Solutions Page 89 of 93
(c) latest version of documentation set;
(d) Source Code (if appropriate) and all documentation to support the services
build tool with any documentation for ‘workarounds’ that have taken place;
(e) Source Code, application architecture documentation/diagram and other docu-
mentation;
(f) Source Code, application architecture documentation/diagram and other docu-
mentation for Helpdesk; and
(g) project plan and resource required to hand Service Structure capability over to
the new team.
14. Transfer of Data
14.1 In the event of expiry or termination of this Agreement the SERVICE PRO-
VIDER shall cease to use the STATE BANK OF INDIA Data and, at the request
of the STATE BANK OF INDIA, shall destroy all such copies of the STATE
BANK OF INDIA Data then in its possession to the extent specified by the
STATE BANK OF INDIA.
14.2 Except where, pursuant to paragraph 14.1 above, the STATE BANK OF IN-
DIA has instructed the SERVICE PROVIDER to destroy such STATE BANK OF
INDIA Data as is held and controlled by the SERVICE PROVIDER, ……..
months prior to expiry or within ……….. month of termination of this Agreement,
the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA:
(1) An inventory of the STATE BANK OF INDIA Data held and controlled
by the SERVICE PROVIDER, plus any other data required to support the
Services; and/or
(2) a draft plan for the transfer of the STATE BANK OF INDIA Data held
and controlled by the SERVICE PROVIDER and any other available data
to be transferred.
15. Training Services on Transfer
15.1 The SERVICE PROVIDER shall comply with the STATE BANK OF INDIA’s
reasonable request to assist in the identification and specification of any training
requirements following expiry or termination. The purpose of such training shall
be to enable the STATE BANK OF INDIA or a Replacement SERVICE PRO-
VIDER to adopt, integrate and utilize the Data and Assets transferred and to de-
Appendix-12c SLA Agreement for Solutions Page 90 of 93
liver an equivalent service to that previously provided by the SERVICE PRO-
VIDER.
15.2 The provision of any training services and/or deliverables and the charges for such
services and/or deliverables shall be agreed between the parties.
15.3 Subject to paragraph 15.2 above, the SERVICE PROVIDER shall produce for the
STATE BANK OF INDIA’s consideration and approval ……….. months prior to
expiry or within …………… Working Days of issue of notice of termination:
(1) A training strategy, which details the required courses and their objectives;
(2) Training materials (including assessment criteria); and
(3) a training plan of the required training events.
15.4 Subject to paragraph 15.2 above, the SERVICE PROVIDER shall schedule all
necessary resources to fulfil the training plan, and deliver the training as agreed
with the STATE BANK OF INDIA.
15.5 SERVICE PROVIDER shall provide training courses on operation of licensed
/open source software product at STATE BANK OF INDIA’s
……………….Premises, at such times, during business hours as STATE BANK
OF INDIA may reasonably request. Each training course will last for
…………hours. STATE BANK OF INDIA may enroll up to ………….. of its
staff or ………….. employees of the new/replacement service provider in any
training course, and the SERVICE PROVIDER shall provide a hard copy of the
Product (licensed or open sourced) standard training manual for each enrollee.
Each training cource will be taught by a technical expert with no fewer than
……………. Years of experience in operating ……………….. software system.
SERVICE PROVIDER shall provide the …………………. training without any
additional charges.
16. Transfer Support Activities
16.1 ………….. months prior to expiry or within …………..Working Days of issue of
notice of termination, the SERVICE PROVIDER shall assist the STATE BANK
OF INDIA or Replacement SERVICE PROVIDER to develop a viable exit transi-
tion plan which shall contain details of the tasks and responsibilities required to
enable the transition from the Services provided under this Agreement to the Re-
Appendix-12c SLA Agreement for Solutions Page 91 of 93
placement SERVICE PROVIDER or the STATE BANK OF INDIA, as the case
may be.
16.2 The exit transition plan shall be in a format to be agreed with the STATE BANK
OF INDIA and shall include, but not be limited to:
(1) a timetable of events;
(2) resources;
(3) assumptions;
(4) activities;
(5) responsibilities; and
(6) risks.
16.3 The SERVICE PROVIDER shall supply to the STATE BANK OF INDIA or a
Replacement SERVICE PROVIDER specific materials including but not limited
to:
(a) Change Request log;
(b) entire back-up history; and
(c) dump of database contents including the Asset Register, problem manage-
ment system and operating procedures. For the avoidance of doubt this shall
not include proprietary software tools of the SERVICE PROVIDER which
are used for project management purposes generally within the SERVICE
PROVIDER's business.
16.4 The SERVICE PROVIDER shall supply to the STATE BANK OF INDIA or a
Replacement SERVICE PROVIDER proposals for the retention of Key Personnel
for the duration of the transition period.
16.5 On the date of expiry the SERVICE PROVIDER shall provide to the STATE
BANK OF INDIA refreshed versions of the materials required under paragraph
16.3 above which shall reflect the position as at the date of expiry.
16.6 The SERVICE PROVIDER shall provide to the STATE BANK OF INDIA or to
any Replacement SERVICE PROVIDER within ……………….Working Days of
expiry or termination a full and complete copy of the Incident log book and all as-
sociated documentation recorded by the SERVICE PROVIDER during the
…………… months prior to the date of expiry or termination.
16.7 The SERVICE PROVIDER shall provide for the approval of the STATE BANK
OF INDIA a draft plan to transfer or complete work-in-progress at the date of ex-
piry or termination.
Appendix-12c SLA Agreement for Solutions Page 92 of 93
17. Use of STATE BANK OF INDIA Premises
17.1 Prior to expiry or on notice of termination of this Agreement, the SERVICE
PROVIDER shall provide for the approval of the STATE BANK OF INDIA a
draft plan specifying the necessary steps to be taken by both the SERVICE PRO-
VIDER and the STATE BANK OF INDIA to ensure that the STATE BANK OF
INDIA’s Premises are vacated by the SERVICE PROVIDER.
17.2 Unless otherwise agreed, the SERVICE PROVIDER shall be responsible for all
costs associated with the SERVICE PROVIDER’s vacation of the STATE BANK
OF INDIA’s Premises, removal of equipment and furnishings, redeployment of
SERVICE PROVIDER Personnel, termination of arrangements with Subcontrac-
tors and service contractors and restoration of the STATE BANK OF INDIA
Premises to their original condition (subject to a reasonable allowance for wear
and tear).
IN WITNESS WHEREOF, the parties hereto have caused this annexure to be executed by
their duly authorized representatives as of ……………..day of ……………...
State Bank of India Service Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.
Appendix-12c SLA Agreement for Solutions Page 93 of 93
Appendix -13 NDA Page 1 of 7
Appendix-13
NON-DISCLOSURE AGREEMENT
THIS RECIPROCAL NON-DISCLOSURE AGREEMENT (the “Agreement”) is
made at Mumbai between:
__________________________________ constituted under the _________ Act,
______ having its Corporate Centre at ___________________________
__________________________________ (hereinafter referred to as “Bank”
which expression includes its successors and assigns) of the ONE PART;
And
____________________________________ (hereinafter referred to as
“_________” which expression shall unless repugnant to the subject or context
thereof, shall mean and include its successors and permitted assigns) of the
OTHER PART;
And Whereas
1. _________________________________________ is carrying on business of
providing _________________________________, has agreed to
__________________________ for the Bank and other related tasks.
2. For purposes of advancing their business relationship, the parties would need
to disclose certain valuable confidential information to each other. Therefore, in
consideration of covenants and agreements contained herein for the mutual
disclosure of confidential information to each other, and intending to be legally
bound, the parties agree to terms and conditions as set out hereunder.
NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER
1. Confidential Information and Confidential Materials:
(a) “Confidential Information” means non-public information that Disclosing Party
designates as being confidential or which, under the circumstances surrounding
disclosure ought to be treated as confidential. “Confidential Information”
includes, without limitation, information relating to installed or purchased
Disclosing Party software or hardware products, the information relating to
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix -13 NDA Page 2 of 7
general architecture of Disclosing Party’s network, information relating to nature
and content of data stored within network or in any other storage media,
Disclosing Party’s business policies, practices, methodology, policy design
delivery, and information received from others that Disclosing Party is obligated
to treat as confidential. Confidential Information disclosed to Receiving Party by
any Disclosing Party Subsidiary and/ or agents is covered by this agreement
(b) Confidential Information shall not include any information that: (i) is or
subsequently becomes publicly available without Receiving Party’s breach of
any obligation owed to Disclosing party; (ii) becomes known to Receiving Party
prior to Disclosing Party’s disclosure of such information to Receiving Party; (iii)
became known to Receiving Party from a source other than Disclosing Party
other than by the breach of an obligation of confidentiality owed to Disclosing
Party; or (iv) is independently developed by Receiving Party.
(c) “Confidential Materials” shall mean all tangible materials containing Confidential
Information, including without limitation written or printed documents and
computer disks or tapes, whether machine or user readable.
2. Restrictions
(a) Each party shall treat as confidential the Contract and any and all information
(“confidential information”) obtained from the other pursuant to the Contract and
shall not divulge such information to any person (except to such party’s own
employees and other persons and then only to those employees and persons
who need to know the same) without the other party’s written consent provided
that this clause shall not extend to information which was rightfully in the
possession of such party prior to the commencement of the negotiations
leading to the Contract, which is already public knowledge or becomes so at a
future date (otherwise than as a result of a breach of this clause). Receiving
Party will have executed or shall execute appropriate written agreements with
its employees and consultants specifically assigned and/or otherwise, sufficient
to enable it to comply with all the provisions of this Agreement. If the Service
Provider shall appoint any Sub-Contractor then the Service Provider may
disclose confidential information to such Sub-Contractor subject to such Sub
Contractor giving the Bank an undertaking in similar terms to the provisions of
this clause.
(b) Receiving Party may disclose Confidential Information in accordance with
judicial or other governmental order to the intended recipients (as detailed in
this clause), provided Receiving Party shall give Disclosing Party reasonable
notice prior to such disclosure and shall comply with any applicable protective
order or equivalent. The intended recipients for this purpose are:
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Appendix -13 NDA Page 3 of 7
(1) the statutory auditors of the Bank and
(2) regulatory authorities regulating the affairs of the Bank and inspectors
and supervisory bodies thereof
(c) Confidential Information and Confidential Material may be disclosed,
reproduced, summarized or distributed only in pursuance of Receiving Party’s
business relationship with Disclosing Party, and only as otherwise provided
hereunder. Receiving Party agrees to segregate all such Confidential Material
from the confidential material of others in order to prevent mixing.
(d) Receiving Party may not reverse engineer, decompile or disassemble any
software disclosed to Receiving Party.
3. Rights and Remedies
(a) Receiving Party shall notify Disclosing Party immediately upon discovery of any
unauthorized used or disclosure of Confidential Information and/ or Confidential
Materials, or any other breach of this Agreement by Receiving Party, and will
cooperate with Disclosing Party in every reasonable way to help Disclosing Party
regain possession of the Confidential Information and/ or Confidential Materials
and prevent its further unauthorized use.
(b) Receiving Party shall return all originals, copies, reproductions and summaries
of Confidential Information or Confidential Materials at Disclosing Party’s
request, or at Disclosing Party’s option, certify destruction of the same.
(c) Receiving Party acknowledges that monetary damages may not be the only and
/ or a sufficient remedy for unauthorized disclosure of Confidential Information
and that disclosing party shall be entitled, without waiving any other rights or
remedies (including but not limited to as listed below), to injunctive or equitable
relief as may be deemed proper by a Court of competent jurisdiction.
a. Suspension of access privileges
b. Change of personnel assigned to the job
c. Termination of contract
(d) Disclosing Party may visit Receiving Party’s premises, with reasonable prior
notice and during normal business hours, to review Receiving Party’s
compliance with the term of this Agreement.
4. Miscellaneous
(a) All Confidential Information and Confidential Materials are and shall remain the
property of Disclosing Party. By disclosing information to Receiving Party,
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Appendix -13 NDA Page 4 of 7
Disclosing Party does not grant any expressed or implied right to Receiving
Party to disclose information under the Disclosing Party patents, copyrights,
trademarks, or trade secret information.
(b) Any document provided under this Agreement is provided with RESTRICTED
RIGHTS.
(c) Neither party grants to the other party any license, by implication or otherwise,
to use the Confidential Information, other than for the limited purpose of
evaluating or advancing a business relationship between the parties, or any
license rights whatsoever in any patent, copyright or other intellectual property
rights pertaining to the Confidential Information.
(d) The terms of Confidentiality under this Agreement shall not be construed to limit
either party’s right to independently develop or acquire product without use of
the other party’s Confidential Information. Further, either party shall be free to
use for any purpose the residuals resulting from access to or work with such
Confidential Information, provided that such party shall maintain the
confidentiality of the Confidential Information as provided herein. The term
“residuals” means information in non-tangible form, which may be retained by
person who has had access to the Confidential Information, including ideas,
concepts, know-how or techniques contained therein. Neither party shall have
any obligation to limit or restrict the assignment of such persons or to pay
royalties for any work resulting from the use of residuals. However, the
foregoing shall not be deemed to grant to either party a license under the other
party’s copyrights or patents.
(e) This Agreement constitutes the entire agreement between the parties with
respect to the subject matter hereof. It shall not be modified except by a written
agreement dated subsequently to the date of this Agreement and signed by
both parties. None of the provisions of this Agreement shall be deemed to have
been waived by any act or acquiescence on the part of Disclosing Party, its
agents, or employees, except by an instrument in writing signed by an
authorized officer of Disclosing Party. No waiver of any provision of this
Agreement shall constitute a waiver of any other provision(s) or of the same
provision on another occasion.
(f) In case of any dispute, both the parties agree for neutral third party arbitration.
Such arbitrator will be jointly selected by the two parties and he/she may be an
auditor, lawyer, consultant or any other person of trust. The said proceedings
shall be conducted in English language at Mumbai and in accordance with the
provisions of Indian Arbitration and Conciliation Act 1996 or any Amendments
or Re-enactments thereto.
(g) Subject to the limitations set forth in this Agreement, this Agreement will inure
to the benefit of and be binding upon the parties, their successors and assigns.
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Appendix -13 NDA Page 5 of 7
(h) If any provision of this Agreement shall be held by a court of competent
jurisdiction to be illegal, invalid or unenforceable, the remaining provisions shall
remain in full force and effect.
(i) All obligations created by this Agreement shall survive for a period of 5 (five)
years post change or termination of the parties ‘business relationship provided
confidentiality obligations with respect to individually identifiable information,
customer’s data of Parties, financial / account records or employee(s) records
shall survive perpetual.
5. Suggestions and Feedback
(a) Either party from time to time may provide suggestions, comments or other
feedback to the other party with respect to Confidential Information provided
originally by the other party (hereinafter “feedback”). Both party agree that all
Feedback is and shall be entirely voluntary and shall not in absence of separate
agreement, create any confidentially obligation for the receiving party. However,
the Receiving Party shall not disclose the source of any feedback without the
providing party’s consent. Feedback shall be clearly designated as such and,
except as otherwise provided herein, each party shall be free to disclose and
use such Feedback as it sees fit, entirely without obligation of any kind to other
party. The foregoing shall not, however, affect either party’s obligations
hereunder with respect to Confidential Information of other party.
Dated this __________ day of _________ 2017 at __________
(month) (place)
For and on behalf of ___________________________
Name
Designation
Place
Signature
For and on behalf of ___________________________
Name
Designation
Place
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix -13 NDA Page 6 of 7
Signature
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix -13 NDA Page 7 of 7
Prebid Queries - Online Appendix-14
Vendor
NameSl.No Appedix
Page
No
Clause
No.Existing Clause Query / Suggestions
Appendix-14-Prebid queries-Online 1/1
Appendix- 15 Pre Contract Integrity Pack Page 1 of 10
Appendix-15
PRE CONTRACT INTEGRITY PACT
(TO BE STAMPED AS AN AGREEMENT)
General
This pre-Bid pre-contract Agreement (hereinafter called the Integrity Pact) is
made
on _____ day of the month of 201 , between, on the one
hand, the State Bank of India a body corporate incorporated under the
State Bank of India Act, 1955 having its Corporate Centre at State Bank
Bhavan, Nariman Point, Mumbai through its -----------------------Department
/ Office at ----------------,----------------,
(hereinafter called the "BUYER", which expression shall mean and include,
unless the context otherwise requires, its successors) of the First Part and M/s
_______ represented by
Shri , Chief Executive Officer
(hereinafter called the "BIDDER/Seller which expression shall mean and
include, unless the context otherwise requires, its / his successors and permitted
assigns of the Second Part.
WHEREAS the BUYER proposes to procure (Name of the
Stores/Equipment/Item) and the BIDDER/Seller is willing to offer/has offered the
stores and
WHEREAS the BIDDER is a private company/public company/Government
undertaking/partnership/registered export agency, constituted in accordance
with the relevant law in the matter and the BUYER is an Office / Department
of State Bank of India performing its functions on behalf of State Bank of India.
NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and
free from any influence/prejudiced dealings prior to, during and subsequent to the
currency of the contract to be entered into with a view to :
Enabling the BUYER to obtain the desired service / product at a competitive price in
conformity with the defined specifications by avoiding the high cost and the distortionary
impact of corruption on public procurement; and
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Appendix- 15 Pre Contract Integrity Pack Page 2 of 10
Enabling BIDDERs to abstain from bribing or indulging in any corrupt practice in
order to secure the contract by providing assurance to them that their
competitors will also abstain from bribing and other corrupt practices and
the BUYER will commit to prevent corruption, in any farm, by its officials
by following transparent procedures.
The parties hereto hereby agree to enter into this Integrity Pact and agree as
follows:
1. Commitments of the BUYER
1.1 The BUYER undertakes that no official of the BUYER, connected directly or
indirectly with the contract, will demand, take a promise for or accept, directly or through
intermediaries, any bribe, consideration, gift, reward, favour or any material or
immaterial benefit or any other advantage from the BIDDER, either for
themselves or for any person, organisation or third party related to the
contract in exchange for an advantage in the bidding process, Bid
evaluation, contracting or implementation process related to the contract.
1.2 The BUYER will, during the pre-contract stage, treat all BIDDERs alike,
and will provide to all BIDDERs the same information and will not
provide any such information to any particular BIDDER which could afford
an advantage to that particular BIDDER in comparison to other B1DDERs.
1.3 All the officials of the BUYER will report to the appropriate authority any
attempted or completed breaches of the above commitments as well as any
substantial suspicion of such a breach.
1.4 In case any such preceding misconduct on the part of such official(s) is
reported by the BIDDER to the BUYER with full and verifiable facts and the
same is prima facie found to be correct by the BUYER, necessary disciplinary
proceedings, or any other action as deemed fit, including criminal proceedings
may be initiated by the BUYER and such a person shall be debarred from
further dealings related to the contract process. In such a case while an
enquiry is being conducted by the BUYER the proceedings under the contract
would not be stalled.
2. Commitments of BIDDERs
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Appendix- 15 Pre Contract Integrity Pack Page 3 of 10
2.1 The BIDDER commits itself to take all measures necessary to prevent corrupt
practices, unfair means and illegal activities during any stage of its Bid or during
any pre-contract or post-contract stage in order to secure the contract or in
furtherance to secure it and in particular commit itself to the following:
2. 2 The BIDDER will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favour, any material or immaterial benefit or other
advantage, commission, fees, brokerage or inducement to any official of the
BUYER, connected directly or indirectly with the bidding process, or to any
person, organisation or third party related to the contract in exchange for any
advantage in the bidding, evaluation, contracting and implementation of the
contract.
2.3 The BIDDER further undertakes that it has not given, offered or promised
to give, directly or indirectly any bribe, gift, consideration, reward, favour, any
material or immaterial benefit or other advantage, commission, fees,
brokerage or inducement to any official of the BUYER or otherwise in
procuring the Contract or forbearing to do or having done any act in relation
to the obtaining or execution of the contract or any other contract with
State Bank of India for showing or forbearing to show favour or disfavour to
any person in relation to the contract or any other contract with State Bank
of India.
2.4 Wherever applicable, the BIDDER shall disclose the name and
address of agents and representatives permitted by the Bid documents
and Indian BIDDERs shall disclose their foreign principals or associates,
if any.
2.5 The BIDDER confirms and declares that they have not made any
payments to any agents/brokers or any other intermediary, in
connection with this Bid/contract.
2.6 The BIDDER further confirms and declares to the BUYER that the
BIDDER is the original vendors or service providers in respect of product /
service covered in the Bid documents and the BIDDER has not engaged any
individual or firm or company whether Indian or foreign to intercede,
facilitate or in any way to recommend to the BUYER or any of its
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Appendix- 15 Pre Contract Integrity Pack Page 4 of 10
functionaries, whether officially or unofficially to the award of the contract
to the BIDDER, nor has any amount been paid, promised or intended to be
paid to any such individual, firm or company in respect of any such
intercession, facilitation or recommendation.
2.7 The BIDDER, at the earliest available opportunity, i.e. either while
presenting the Bid or during pre-contract negotiations and in any case
before opening the financial Bid and before signing the contract, shall
disclose any payments he has made, is committed to or intends to make
to officials of the BUYER or their family members, agents, brokers or
any other intermediaries in connection with the contract and the details
of services agreed upon for such payments.
2.8 The BIDDER will not collude with other parties interested in the contract
to impair the transparency, fairness and progress of the bidding
process, Bid evaluation, contracting and implementation of the contract.
2.9 The BIDDER will not accept any advantage in exchange for any corrupt
practice, unfair means and illegal activities.
2.10 The BIDDER shall not use improperly, for purposes of competition or
personal gain, or pass. on 'to° others, any -information provided by the
BUYER as part of the business relationship, regarding plans, technical
proposals and business details, including information contained in any
electronic data carrier. The BIDDER also undertakes to exercise due and
adequate care lest any such information is divulged.
2.11 The BIDDER commits to refrain from giving any complaint directly or
through any other manner without supporting it with full and verifiable facts.
2.12 The BIDDER shall not instigate or cause to instigate any third person to
commit any of the actions mentioned above.
2.13 If the BIDDER or any employee of the BIDDER or any person acting on
behalf of the BIDDER, either directly or indirectly, is a relative of any of the
officers of the BUYER, or alternatively, if any relative of an officer of the
BUYER has financial Interest/stake in the BIDDER's firm, the same shall be
disclosed by the BIDDER at the time of filing of tender. The term 'relative' for
this purpose would be as defined in Section 6 of the Companies Act 1956.
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix- 15 Pre Contract Integrity Pack Page 5 of 10
2.14 The BIDDER shall not lend to or borrow any money from or enter into any
monetary dealings or transactions, directly or indirectly, with any employee of
the BUYER.
3. Previous Transgression
3.1 The BIDDER declares that no previous transgression occurred in the last
three years immediately before signing of this Integrity Pact, with any other
company in any country in respect of any corrupt practices envisaged
hereunder or with any Public Sector Enterprise / Public Sector Banks in
India or any Government Department in India or RBI that could justify
BIDDER's exclusion from the tender process.
3.2 The BIDDER agrees that if it makes incorrect statement on this subject,
BIDDER can be disqualified from the tender process or the contract, if
already awarded, can be terminated for such reason.
4. Earnest Money (Security Deposit)
4.1 While submitting commercial Bid, the BIDDER shall deposit an amount
(specified in RFP) as Earnest Money/Security Deposit, with the BUYER
through any of the mode mentioned in the RFP / Bid document and no such
mode is specified, by a Bank Draft or a Pay Order in favour of State Bank
of India from a nationalized Bank including SBI or its Subsidiary Banks.
However payment of any such amount by way of Bank Guarantee, if so
permitted as per Bid documents / RFP should be from any nationalized
Bank other than SBI or its Subsidiary Banks and promising payment of
the guaranteed sum to the BUYER on demand within three working days
without any demur whatsoever and without seeking any reasons
whatsoever. The demand for payment by the BUYER shall be treated as
conclusive proof for making such payment to the BUYER.
4.2 Unless otherwise stipulated in the Bid document / RFP, the Earnest
Money/Security Deposit shall be valid upto a period of five years or the
complete conclusion of the contractual obligations to the complete
satisfaction of both the BIDDER and the BUYER, including warranty
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix- 15 Pre Contract Integrity Pack Page 6 of 10
period, whichever is later.
4.3 In case of the successful BIDDER a clause would also be incorporated
in the Article pertaining to Performance Bond in the Purchase Contract that
the provisions of Sanctions for Violation shall be applicable for forfeiture
of Performance Bond in case of a decision by the BUYER to forfeit the
same-without assigning any reason for imposing sanction for violation of this
Pact.
4.4 No interest shall be payable by the BUYER to the BIDDER on Earnest
Money/Security Deposit for the period of its currency.
5. Sanctions for Violations
5.1 Any breach of the aforesaid provisions by the BIDDER or any one
employed by it or acting on its behalf (whether with or without the
knowledge of the BIDDER) shall entitle the BUYER to take all or any one
of the following actions, wherever required:
(i) To immediately call off the pre contract negotiations without assigning
any reason and without giving any compensation to the BIDDER.
However, the proceedings with the other BIDDER(s) would continue,
unless the BUYER desires to drop the entire process.
(ii) The Earnest Money Deposit (in pre-contract stage) and/or Security
Deposit/Performance Bond (after the contract is signed) shall stand
forfeited either fully or partially, as decided by the BUYER and the
BUYER shall not be required to assign any reason therefore.
(iii) To immediately cancel the contract, if already signed, without
giving any compensation to the BIDDER.
(iv) To recover all sums already paid by the BUYER, and in case of an Indian
BIDDER with interest thereon at 2% higher than the prevailing Base
Rate of State Bank of India, while in case of a BIDDER from a country other
than India with interest thereon at 2% higher than the LIBOR. If any
outstanding payment is due to the BIDDER from the BUYER in
connection with any other contract for any other stores, such outstanding
could also be utilized to recover the aforesaid sum and interest.
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix- 15 Pre Contract Integrity Pack Page 7 of 10
(v) To encash the advance bank guarantee and performance
bond/warranty bond, if furnished by the BIDDER, in order to recover the
payments, already made by the BUYER, along with interest.
(vi) To cancel all or any other Contracts with the BIDDER. The BIDDER
shall be liable to pay compensation for any loss or damage to the BUYER
resulting from such cancellation/rescission and the BUYER shall be entitled
to deduct the amount so payable from the money(s) due to the BIDDER.
(vii) To debar the BIDDER from participating in future bidding processes of
the BUYER or any of its Subsidiaries for a minimum period of five years,
which may be further extended at the discretion of the BUYER.
(viii) To recover all sums paid, in violation of this Pact, by BIDDER(s) to any
middleman or agent or broker with a view to securing the contract.
(ix) Forfeiture of Performance Bond in case of a decision by the BUYER to forfeit
the same without assigning any reason for imposing sanction for violation of this
Pact.
(x) Intimate to the CVC, IBA, RBI, as the BUYER deemed fit the details of such events
for appropriate action by such authorities.
5.2 The BUYER will be entitled to take all or any of the actions mentioned at para
6.1(i) to (x) of this Pact also on the Commission by the BIDDER or any one
employed by it or acting on its behalf (whether with or without the knowledge
of the BIDDER), of an offence as defined in Chapter IX of the Indian Penal
code, 1860 or Prevention of Corruption Act, 1988 or any other statute enacted for
prevention of corruption.
5.3 The decision of the BUYER to the effect that a breach of the provisions of this
Pact has been committed by the BIDDER shall be final and conclusive on the
BIDDER. However, the BIDDER can approach the Independent Monitor(s)
appointed for the purposes of this Pact.
6. Fall Clause
The BIDDER undertakes that it has not supplied/is not supplying similar
product/systems or subsystems at a price lower than that offered in the present
Bid in respect of any other Ministry/Department of the Government of India
or PSU or any other Bank and if it is found at any stage that similar
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix- 15 Pre Contract Integrity Pack Page 8 of 10
product/systems or sub systems was supplied by the BIDDER to any other
Ministry/Department of the Government of India or a PSU or a Bank at a lower
price, then that very price, with due allowance for elapsed time, will be
applicable to the present case and the difference in the cost would be
refunded by the BIDDER to the BUYER, if the contract has already been
concluded.
7. Independent Monitors
7.1 The BUYER has appointed Independent Monitor (hereinafter referred to
as Monitors) for this Pact in consultation with the Central Vigilance
Commission (Names and Addresses of the Monitors to be given).
Shri Johny Joseph,
701/702, Callalily-Y, Nagar Amrit Shakti,
Chandivali, Andheri (East) Mumbai:400 072
7.2 The task of the Monitors shall be to review independently and
objectively, whether and to what extent the parties comply with the
obligations under this Pact.
7.3 The Monitors shall not be subjected to instructions by the
representatives of the parties and perform their functions neutrally and
independently.
7.4 Both the parties accept that the Monitors have the right to access all the
documents relating to the project/procurement, including minutes of
meetings. Parties signing this Pact shall not approach the Courts while
representing the matters to Independent External Monitors and he/she will
await their decision in the matter.
7.5 As soon as the Monitor notices, or has reason to believe, a violation of
this Pact, he will so inform the Authority designated by the BUYER.
7.6 The BIDDER(s) accepts that the Monitor has the right to access without
restriction to all Project documentation of the BUYER including that
provided by the BIDDER. The BIDDER will also grant the Monitor, upon his
request and demonstration of a valid interest, unrestricted and
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix- 15 Pre Contract Integrity Pack Page 9 of 10
unconditional access to his project documentation. The same is
applicable to Subcontractors. The Monitor shall be under contractual
obl igat ion to t reat the informat ion and documents of the
BIDDER/Subcontractor(s) with confidentiality.
7.7 The BUYER will provide to the Monitor sufficient information about all
meetings among the parties related to the Project provided such
meetings could have an impact on the contractual relations between the
parties. The parties will offer to the Monitor the option to participate in such
meetings.
7.8 The Monitor will submit a written report to the designated Authority of
BUYER/Secretary in the Department/ within 8 to 10 weeks from the date
of reference or intimation to him by the BUYER / BIDDER and, should the
occasion arise, submit proposals for correcting problematic situations.
8. Facilitation of Investigation
In case of any allegation of violation of any provisions of this Pact or
payment of commission, the BUYER or its agencies shall be entitled to
examine all the documents including the Books of Accounts of the
BIDDER and the BIDDER shall provide necessary information and
documents in English and shall extend all possible help for the purpose
of such examination.
9. Law and Place of Jurisdiction
This Pact is subject to Indian Law. The place of performance and
jurisdiction is the seat of the BUYER.
10. Other Legal Actions
The actions stipulated in this Integrity Pact are without prejudice to any
other legal action that may follow in accordance with the provisions of the
extant law in force relating to any civil or criminal proceedings.
11. Validity
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix- 15 Pre Contract Integrity Pack Page 10 of 10
11.1 The validity of this Integrity Pact shall be from date of its signing and
extend upto 5 years or the complete execution of the contract to the
satisfaction of both the BUYER and the BIDDER/Seller, including
warranty period, whichever is later. In case BIDDER is unsuccessful, this
Integrity Pact shall expire after six months from the date of the signing of
the contract, with the successful Bidder by the BUYER.
11.2 Should one or several provisions of this Pact turn out to be invalid; the
remainder of this Pact shall remain valid. In this case, the parties will strive
to come to an agreement to their original intentions.
12. The parties hereby sign this Integrity Pact at __ on __________
For BUYER For BIDDER
Name of the Officer. Chief Executive Officer
Designation
Office / Department / Branch
State Bank of India.
Witness Witness
1
1.
2
2.
* Provisions of these clauses would need to be amended/ deleted in line
with the policy of the BUYER in regard to involvement of Indian agents of
foreign suppliers.
Note: This agreement will require stamp duty as applicable in the State where it is executed.
Appendix-16 Undertaking of Authenticity Page 1 of 1
Appendix-16
Undertaking of Authenticity To: (Name and address of Procuring Office) Sub: Undertaking of Authenticity for Hardware & Software Supplies Ref: RFP No. SBI:xx:xx dated dd/mm/yyyy With reference to the equipment being quoted to you vide our Quotation No:___________ dated ___________, we hereby confirm that all the components /parts /assembly / software etc. used in the equipment to be supplied shall be original new components / parts / assembly / software only, from respective OEMs of the equipments and that no refurbished / duplicate / second hand components /parts/ assembly / software shall be supplied or shall be used. We also undertake to produce certificate from the Original Equipment Manufacturers (if required by you) in support of the above statement at the time of delivery / installation
2. We also confirm that in respect of licensed operating systems and other software utilities to be supplied, the same will be procured from authorized sources and supplied with Authorized License Certificate (i.e. Product keys on Certification of Authenticity in case of Microsoft Windows Operating System)
3. In case of default and the Bank finds that the above conditions are not complied with, we agree to take back the equipment supplied and return the money paid by you, in full within seven days of intimation of the same by the Bank, without demur or any reference to a third party and without prejudice to any remedies the Bank may deem fit.
4. In case of default and we are unable to comply with above at the time of delivery or during installation, for the IT Hardware / Software already billed, we agree to take back the equipments without demur, if already supplied and return the money if any paid to us by you in this regard.
5. We also take full responsibility of both parts & Service SLA as per the content even if there is any defect by our authorized Service Centre / Reseller / SI etc.
Dated this ....... day of ............................ 201 ______________________________________________________________ (Signature) (Name) (In the capacity of) Duly authorised to sign Bid for and on behalf of _____________________________________
Appendix 17 – MAF Page 1 of 2
Appendix-17
MANUFACTURERS' AUTHORIZATION FORM
No. Date: To: Dear Sir: Ref: RFP No.SBI:xx:xx dated dd/mm/yyyy
We, who are established and reputable manufacturers / producers of endpoints (ATMs/CDs/CDMs/Cash Recyclers) having factories / development facilities at (address of factory / facility) do hereby authorise M/s ___________________ (Name and address of Agent) to submit a Bid, and sign the contract with you against the above Bid Invitation.
2. We hereby extend our full warranty for the Equipment, Software Solution and Services offered by the above firm against this Bid Invitation.
3. We also undertake to provide any or all of the following materials, notifications, and information pertaining to the equipments and software solution manufactured or distributed by the Vendor:
(a) Such equipments as the Bank may opt to purchase from the Vendor, provided, that this option shall not relieve the Vendor of any warranty obligations under the Contract; and
(b) in the event of termination of production of such equipments:
(i) advance notification to the Bank of the pending termination, in sufficient time to permit the Bank to procure needed requirements; and
(ii) following such termination, furnishing at no cost to the Bank, operations manuals, standards, and specifications of the equipments, if requested.
4. We duly authorise the said firm to act on our behalf in fulfilling all installations, Technical support and maintenance obligations required by the contract.
5. We hereby extend our full comprehensive guarantee, warranty, annual maintenance as per the terms and conditions of this RFP and the agreement / contract, in case M/s. _________________________________ ( Our Authorized representative) emerge as the / one of the successful bidders, for the goods and services offered for supply of our authorized representative against RFP. We also undertake that in the event of our authorized representative in India failing to perform its obligations under the Agreement/Contract for supply, installation and maintenance of endpoints and associated services for any reason whatsoever, we shall perform all the pending obligations as if the Agreement/Contract were between Bank and us.
RFP for Procurement of Endpoints with Solutions and Support Services
Appendix 17 – MAF Page 2 of 2
Yours faithfully, Countersigned : (Bidder) (Name of Manufacturer / Producer)
Note: This letter of authority should be on the letterhead of the manufacturer and should be signed by a person competent and having the power of attorney to bind the manufacturer. The Bidder in its Bid should include it, duly countersigned.
Hardware and Software requirements of the solution Appendix 18
A. Server Details :
Sr. No.Product /
Module
Devices (Servers App/Web/Database,
External SAN Storage, Network
devices or any other devices)
DC UAT Pre-Prod Development Training
100000
NB : DR requirements will be same as DC.
B. Server configuration :
1.CPU [Core and processor speed] : (For each Server given above in A)
Sr. No.Product /
Module
Devices (Servers App/Web/Database,
External SAN Storage, Network
devices or any other devices)
DC UAT Pre-Prod Development Training
100000
NB : DR requirements will be same as DC.
Sr. No.Product /
Module
Devices (Servers App/Web/Database,
External SAN Storage, Network
devices or any other devices)
DC UAT Pre-Prod Development Training
100000
NB : DR requirements will be same as DC.
3. Harddisk Storage [in GB] (For each Server given above in A)
Sr. No.Product /
Module
Devices (Servers App/Web/Database,
External SAN Storage, Network
devices or any other devices)
DC UAT Pre-Prod Development Training
100000
NB : DR requirements will be same as DC.
Endpoints ----->>>
Endpoints ----->>>
Enviornment--- >>>
Enviornment--- >>>
Enviornment--- >>>
Endpoints ----->>>
2. RAM [in GB] (For each Server given above in A)
Enviornment--- >>>
Endpoints ----->>>
Appendix-18-Hardware-Software-Middleware-Specifications 1/2
Sr. No. Product / ModuleModel
/ Part No.
No. of
copies
Operating
System
Database
@(with
replication
tool)
Middleware (Websphere/Weblogic)
Load
Balancer
@ Database would be Oracle only and shall be provided by the Bank.
4. Operating System/ Database/ Middleware/ Load Balancer (if Any)
Appendix-18-Hardware-Software-Middleware-Specifications 2/2