SDSC,SHAR Page 0

FACILITY MANAGEMENT CONTRACT

(RFP)

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INDEX

S.NO DESCRIPTION PAGE NO

I. ARRANGEMENT OF BID 2

II. MINIMUM CRITERIA FOR QUALIFICATION 11

III. COMPANY EVALUATION SHEET 13

IV. TERMS AND CONDITIONS OF THE CONTRACT 16

V. ANNEXURE –I (List of FM services and its Operational support) 26

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INTRODUCTION

Satish Dhawan Space Centre (SDSC) at Sriharikota is one of the best known place

among the spaceports of the World today. India’s space vehicles fly from here giving an

assured access to space for domestic and as well as, commercial satellites. Diverse kinds

of space missions with remote sensing, communications and scientific satellites are

accomplished from here. The space centre, SHAR (Sriharikota Range), was renamed as

‘Satish Dhawan Space Centre SHAR’ on September 5, 2002, in memory of Prof. Satish

Dhawan, former chairman of the Indian Space Research Organization (ISRO).

Sullurpeta is a town in SPSR Nellore district, Andhra Pradesh, which is 80km away

from Chennai and SDSC is located at Sriharikota Island which is 17km away from

Sullurpeta. Sriharikota is a coastal island located in the backwaters of Pulicat Lake and it

covers an area of about 43,360 acres with a coastline of 50 km.

I. ARRANGEMENT OF BID :

1) Offers shall be sent online only using standard digital signature certificate of class

iii with encryption / decryption. The tenders authorised online on or before the

open authorisation date and time only will be considered as valid tenders even

though the bids are submitted online.

2) The tenderer must authorise bid opening within the time stipulated in the schedule

by SDSC/SHAR. Otherwise the bid submitted will not be considered for evaluation.

Physical copy will not be considered even though it is received before the bid

submission date.

3) Proposals are invited from the interested bidders for the enclosed scope of work

mentioned in Annexure – I (Facility Management Services) in two part bid. The

period of contract is for two years [01-04-2018 to 31-03-2020].

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Part-1 Technical and Commercial bid of the work.

Part-2 Price bid.

In view of Two Part Tender, the Offers submitted contrary to given instructions will

be summarily rejected.

Part-1 – Technical and Commercial bid of the work.

a. This bid should contain duly filled Minimum criteria for Qualification and

Company Evaluation sheet.

b. Supporting documents should be attached. The bidder has to affix his signature

with seal in all pages.

c. No price details shall be mentioned in this bid and shall not upload the details

of price along with technical and commercial bid.

Part-2– Price bid

1. Confirm the price bid contains service support cost of each candidate of each

category as mentioned below and also lump sum amount for each category for

two years.

Category [A]

Number of persons [B]

Cost per month per person [C]

Accommodation charge per month per person [D]

Transport charge per month per person [E]

Total cost per candidate per month [F=C+D+E]

Total cost for total number of persons for two years [G=F*24*B]

Senior

graduate

engineer

[ECE]

1

Graduate

engineer

[ECE]

6

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Graduate

engineer

[CSE/IT]

2

Diploma

engineer

[ECE]

12

LUMPSUM COST FOR ALL 21 CANDIDATES ( SUM OF COLUMN G)

( Lumpsum amount quoted should not include any tax)

Percentage of tax applicable

Accommodation may or may not be provided. If accommodation is provided

it will be on chargeable basis and also subject to availability.

In case accommodation is provided, accommodation may be either in

Sriharikota or Sullurpeta.

If accommodation is provided either in Sriharikota premises or in Sullurpeta

(20KM away from office) premises then accommodation cost will not be

provided.

Transport cost will be provided only when the accommodation is provided

in Sullurpeta.

Both the transport and accommodation cost will be provided only when

accommodation is not provided.

Cost per individual, accommodation cost, transportation cost per person

per month to be mentioned only in price bid.

If accommodation is provided, SDSC-SHAR will provide maximum of 5

quarters. These 5 quarters may be either in Sriharikota or Sullurpeta.

2. The cumulative value for facility management services should be worked out

and provided.

3. In case, the tenderer is not interested to participate in the tender, the tenderer

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shall submit regret letter giving reasons, failing which future enquiries will not

be sent.

4. Offer Validity: The validity of the offers / tenders should be 120 days from the

date of opening of the tenders. Tenders with offer validity less than the

period mentioned above, will not be considered for evaluation.

5. GST - With effect from 01.07.2017, Goods & Service tax (GST) has been

implemented. Accordingly, the suppliers have to indicate clearly the % (full rate

of tax) of GST applicable.

6. Security Deposit – Security Deposit for 10% of the order value is mandatory.

Party shall furnish the Security Deposit in the form of Bank Guarantee from

nationalized / scheduled / First class international reputed bank or by Demand

Draft valid till completion of the contract period plus sixty days towards claim

period for faithful execution of the contract.

Non-acceptance of any conditions wherever called for related to Security

Deposit is liable for disqualification.

7. Earnest Money Deposit (EMD)

The tenderer has to submit an Earnest Money Deposit (EMD) for Rs.3,00,000

in a single installment through Demand Draft (DD)/Banker’s Cheque/ Fixed

Deposit Receipts or Bank Guarantee from any of the Scheduled Banks executed

on non-judicial stamp paper of appropriate value. In case of Bank Guarantee,

it shall be valid for a period of 45 days beyond the final tender validity date. It

shall be taken in favour of Sr. Accounts Officer, SDSC SHAR payable at State

Bank of India, Sriharikota branch. Any tender not accompanied with EMD

shall be treated as invalid tender and rejected.

Registered vendors or vendors who have already applied for renewal of

registration, Central PSUs/PSEs/Autonomous Bodies, Micro and Small

Enterprises, KVIC, National Small Industries Corporation, etc., shall be exempt

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from the payment of EMD. Vendors seeking exemption from payment of EMD shall

submit necessary documentary proof.

EMD of a vendor shall be forfeited if the tenderer/Contractor

withdraws or amends his tender or deviates from the tender in any respect

within the period of validity of the tender. Failure to furnish security

deposit/performance bond by a successful vendor within the specified period

shall also result in forfeiture of EMD.

EMD shall be refunded to all the unsuccessful vendors within thirty days after

placement of the Purchase Order. EMD shall be refunded to the successful

tenderer/Contractor after payment of the Security Deposit or may be adjusted

against the Security Deposit. EMD shall be refunded to all the participants in

cases where the tender is cancelled or withdrawn by the Centre/Unit, within

thirty days from the date of such cancellation or withdrawal.

8. The following information/ documents are to be submitted wherever

applicable.

(a) Core banking account number, RTGS Details

(b) PAN No. in quotation and invoices

(c) GST Registration details.

9. EXCLUSION OF TENDERS

The following tenders shall be summarily rejected from the future

process.

a) Tenders received from vendors who have not qualified in terms of their

registration.

b) Tenders of vendors who have been removed from the vendor list or

banned/debarred from having business dealings.

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c) Unsolicited tenders from vendors.

d) The tenders which materially depart from the requirements specified in the

tender document or which contain false information.

e) The tenders which are not accompanied by the prescribed Earnest Money

Deposit.

f) The tenders of vendors who have not agreed to furnish Security Deposit.

g) The validity of the tenders is shorter than the period specified in the tender

enquiry.

h) The tenders received from vendors or their agents or anyone acting on their

behalf, who have promised or given to any official of the Centre / Unit

/Department, a gratification in any form, or anything of value, so as to unduly

influence the procurement process.

i) The tenders received from vendors, who, in the opinion of the Centre /

Unit, have a conflict of interest materially affecting fair competition.

j) If a firm quotes ‘NIL’ charges against accommodation / transportation, the bid

shall be treated as un-responsive and will not be considered.

k) In view of two part tenders, the offers submitted contrary to the above Instruction

will be summarily rejected.

10. Deployment Schedule:

Candidates to be deployed as per the following requirement.

The senior graduate engineer is to be deployed on the day of

taking over the contract.

50% of candidates in other categories on the day of taking

over the contract.

Remaining 50% of candidates within a period of 15 days to be

deployed.

All proposed candidates will be interviewed for client

suitability.

SDSC/SHAR will try to place order at least 15 calendar days

prior to the start of Facility Management contract. In case 15

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days are not available before start of Facility Management

contract, penalty clause will be executed after 15 calendar

days from the date of purchase order (P.O) (if required).

In case of any Facility Management candidate resigns, then same post to

be filled within 7 calendar days else penalty clause will be executed

Facility Management (FM) candidates will be accepted only with the criteria mentioned below. Reference date for experience is 31/3/2018.

a. Number of candidate: 1 Category: Senior Graduate Engineer

Qualification : B.E/ B.Tech in ECE with First class

Experience : Eight years experience in Layer-2/Layer-3 switches configuration. Should be well versed in handling virtualization of servers, handling firewall, web application firewall proxy server, SAN switches, Unified storage etc. Certificate course: CCNA/ (Anyone) CCNP switching / MCITP / MCP / Linux/Solaris/Windows/VMWARE

b. Number of candidates: 6 Category: Graduate Engineer

Qualification : B.E/ B.Tech in ECE with First class Experience : Three years’ experience in the network field along with experience certificate. Certificate course :CCNA / (Anyone) CCNP switching / MCITP / MCP /

Linux / Solaris / Windows / VMWAR Administration, Application servers like Antivirus, DBMS & Firewall etc.

c. Number of Candidate: 2 Category: Graduate Engineer

Qualification : B.E/ B.Tech in CSE/IT with First class Experience : Three years’ experience in programming with

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experience certificate. Candidate should have experience in programming VC++ and JAVA technologies /.Net technology.

d. Number of Candidate: 12 Category: Diploma Engineer

Qualification : Diploma in ECE with First class Experience : Three years’ experience in the network field along with experience certificate. Certificate course : CCNA / (Anyone) CCNP switching / MCITP / MCP / Linux/Solaris/Windows/VMWARE Administration, Application servers like Antivirus, DBMS and Firewall etc.

S.No Mile Stone Expected date of completion

1 Commencement of Facility management contract T0

2 50% of the candidates to be deployed on the day

of taking over the contract. Deployed candidates

will be verified for client suitability.

T0

3 Remaining 50% of candidates to be deployed

within 15 days after taking over the contract.

Deployed candidates will be verified for client

suitability.

T0 + 15 days

11. Mode of Payment:

All the payments due to Bidder shall be made through RTGS/NEFT. Bidder shall

submit the banker details and payments can also be made through Electronic

Clearance System (ECS).

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13. Rate Clause:

Rates should be quoted only in Indian Rupees currency and rates

quoted in any other currency will not be considered and shall be

summarily rejected.

Rate quoted should be firm for the entire period of contract and no

escalation shall be provided at any cost except in case of tax wherever

applicable. The tax shall be deflated or inflated according to the

reduction or hike in the tax as and when announced by the Government

of India after the date of acceptance of the tender.

14. Penalty Clause:

In case of non-deployment of man power, an amount of Rs.2500/- will

be deducted per person per working day irrespective of category.

The party should provide service as per the scope of this Contract.

However, in case of any failure, partly or full, not rectified and not made

operational within two days an amount @ 0.1% of monthly amount per

each day of delay beyond 48 hours subject to maximum of 1% of the

monthly amount will be deducted from the payment due to the party

for every occasion based on the decision of Contract Manager.

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II. MINIMUM CRITERIA FOR QUALIFICATION:

Sl. No Eligibility Conditions Supporting documents to be submitted by the bidder

1.

The firm should be registered with Registrar of companies and Sales/Trade tax/Service Tax department

a) Provide PAN Number / TAN Number & GST Registration Number. b) Provide Registration Certificate as proof of registration.

c) Provide Income tax return for last 3 years / Income tax clearance certificate

2.

Establishment of the firm must be more than 5 years old and the company annual turnover should be more than 1.8 crores in the services alone.

Firm should provide the following details to confirm the above criteria: a) Provide proof to confirm that the firm is 5 years old.

b) Provide proof to show that company turnover is about 1.8 crores for last 3 years. c) Provide profit and loss, audited balance sheet for last 3 years.

3. The firm should be an IS0/IEC 20000 or ISO/IEC 27001 certified organization with the scope of covering infrastructure management services or facility management services. The ISO certificate should be one year old

The copy of ISO certificate should be attached.

4. Firm must provide customer satisfaction letter from at least one customer from Govt. departments while submitting the technical bids.

Firm should provide the following details to confirm the above criteria:

a) At least one Customer satisfaction letter preferably from State/Central Govt. / Quasi Govt. / PSU.

5. Firm must have sufficient number of qualified and experienced engineers in networks and operating systems. The engineers for facility management services alone should be more than 50 .List of engineer’s,

Give list of Facility Management service people (at least 50). The list should contain Sl.no, Name, Qualification and experience period.

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their qualification and their experience in the field of services must be enclosed with technical bid.

NOTE:Engineers List with the following qualification cannot be considered under Facility Management Services.

a. Candidates with BA / MA / B.Sc. / M.Sc. / BCA / MCA / B.Com / M.Com.

b. Candidates other than B.E in ECE/CSE/IT.

c. Candidates other than Diploma in ECE.

6. The firm should have maintained minimum 3 projects where the number of engineers deployed are more than 20 graduate/diploma engineers during last 5 years.

Details of 3 projects which includes client name, number of engineers posted, contract period and value, contract manager name and his contact details should be provided.

7. A declaration must be furnished by firm that there is no complaint /vigilance inquiry against them in any Govt. /Department /PSU and they have not been black listed by any Govt./Department/PSU.

Self-declaration should be provided.

8. The contractor must have registration with EPF/ESI authorities

Copy of the certificate of registration should be submitted.

9. Acceptance to deploy man power as specified below in deployment plan, rate clause and penalty clause.

YES / NO

10. Acceptance to carryout Facility Management Services as mentioned in Annexure –I

YES/NO

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III. COMPANY EVALUATION SHEET

The following questionnaire need to be filled and should be signed by a responsible and

authorized person of the Company /Agency. Firm should provide only genuine data and

any discrepancy found at a later point of time may result in rejection of the bidder from

purchase process. Furnishing of data cannot be construed as automatic qualification for

participation in the tender.

S.No Description Vendor Response

1. Name of the company :

2. Type of the Company

(Proprietary/Pvt.Ltd/Public

Ltd/Joint Venture/Consortium)

3. Registration number &

certificate

4. Name & Address of the Office

of the Chief Executive of the

Company

:

5. Contact person for this tender

with name & address and

contact number

:

6. Locations of the Branches of

Company (if any)

:

7. From which year the Company

is in operation and year of

inception

:

8. The Profit & Loss Account

details for the last 3 years

which is duly audited and

Submitted as part of the

Annual Report.

:

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S.No Description Vendor Response

in Lakhs only 2014-15 2015-16 2016-17

Total assets (i)

Current assets (ii)

Total liabilities (iii)

Current liabilities (iv)

Net Worth (i-iii)

Working capital (ii-iv)

Turnover ` in lakhs

Profit/Loss ` in lakhs

9. The major lines of business: :

10. Technical Manpower details

(Specify only the man power

who are working in Network

Products, Servers ,

workstations, PC and Printer

maintenance)

: Description No. of

Persons

Remarks

Engineers/Technical

Asst.

Supervisor/

Manager

11. Major customers :

12. Details of last three years’ experience in Facility Management services of Network

Products, Servers, workstations, PC, Printers and other peripherals:

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Sl.No Full postal address of the client

with Contact Person

Description of the

work

Value of the

work (Rs. in

Lakhs)

Completion

Time as per

PO

i)

ii)

iii)

Note: In order to consider as valid experience, all the experience has to be supported with

the completion certificate OR purchase order and customers feedback form.

13. Acceptance to carry out all the FM services like Network Products testing &

installation, Administration of Servers, workstations, PCs, Printers etc. as per the given

in Annexure I

YES/NO

14. Confirm the quote contains accommodation cost and transport cost for all engineers

for two years as lump sum

YES/NO

15. Acceptance for providing the manpower provided shall be available 24 hours X 7 days

in a week without any additional charges during launch campaign

YES/NO

16. The party should not sub-contract this work to anybody

YES/NO

Signature of Authorized Person with Seal

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IV. TERMS AND CONDITIONS OF THE CONTRACT

1. General conditions

1.1. The Department will identify one person as the Contract Manager and one

person as the focal point. The party should co-ordinate with the focal point of

contract for successful performance of the Contract.

1.2. There will not be any increase in the lump sum amount during the contract

period i.e., two years with a provision to extend one more year at the option of

the Contract Manager.

1.3. The number of senior graduate engineer, Graduate engineers and Technical

assistants can be increased or decreased by contract manager by giving one-

month notice at the same rates and conditions.

1.4. Income Tax at the prevailing rate is applicable from time to time shall be

deducted from the party bill as per the Income Tax Act, 1961 and the rules

there-under.

1.5. The party shall strictly comply with the provisions of Employees Provident

Funds and Miscellaneous Provisions Act. The party has to maintain record of

all details called for by EPF/ESI Organization for the manpower employed by

them and has to submit the returns as required by the Department regularly.

1.6. The party should promptly deposit P.F. deduction of the manpower provided

by them along with the employer’ contribution to the RPFC.

1.7. The Department shall notify to the party the date on which the Contractor’s

personnel to be positioned in SDSC SHAR. The Department shall have no

financial obligations to the party before the date mentioned in the said notice.

1.8. The proposed candidates by the party after getting the contract will be verified

for technical suitability by SDSC, SHAR. During Client interview, the proposed

candidates should come with bio-data, appointment letter of the company,

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experience certificate, Degree / Diploma certificate, Xerox of company’s

identity card, copy of address proof and Xerox of driving license.

1.9. Police verification of character and antecedents letter to be submitted by the

selected candidate.

1.10. SDSC, SHAR will provide server / PC to host help desk server software and

client software.

1.11. The rejection at various operational stages which are solely attributable to

bad workmanship / negligence on the part of contractor’s personnel will be

to the contractor’s account. The party should make well the loss /

deterioration of the material / equipment as well complete the work at no

extra cost and without affecting the agreed upon schedule. Decision of the

Contract Manager in this regard shall be final and binding on the contract.

1.12. Arbitration:

In the event of any dispute or difference arising under these terms & conditions or

any condition contained in the Purchase Order or in connection with this

Contract. (except as to any matter the decision of which is specially provided for

by these conditions), the same shall be referred to the sole arbitration of the

Head of the Purchase Office or of some other person appointed by him, and

the dispute further processed in terms of the Arbitration & Conciliation Act,

1996. There will be no objection that the arbitrator is a Government Servant that

he had to deal with matter which the Contract relates to or that in the course

of his duties as Government Servant has expressed views on all or any of the

matters in dispute or difference. The award of the arbitrator shall be final and

binding on the parties of this Contract.

If the arbitrator is the Head of the Purchase Office –

i. In the event of his being transferred or vacating his office by

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resignation or otherwise, it shall be lawful for his successor in office either

to proceed with the reference himself for to appoint another person as

arbitrator, or

ii. In the event of his being unwilling or unable to act for any reason, it shall

be lawful for the Head of the Purchase Office to appoint another person as

arbitrator.

If the arbitrator is a person appointed by the Head of the Purchase

Office – In the event of his denying or neglecting or refusing to act, or resigning

or being unable to act, for any reason, shall be lawful for the Head of the

Purchase Office either to proceed with the reference himself or to appoint

another person as arbitrator in place of the outgoing arbitrator subject, as

aforesaid, to the Arbitration & Conciliation Act, 1996, and the rules thereunder

and any statutory modifications thereof for the time being in force shall be deemed

to apply to the arbitration proceeding under the clause. The Arbitrator shall have

the power to extend with the consent of the Purchaser and the Contractor

the time for making and publishing the award. The venue of arbitration shall be

the place as the Purchaser in his absolute discretion may determine. Work

under the Contract shall, if reasonably possible, continue during Arbitration

Proceedings.

In case of Imported Stores, all disputes arising in connection with this

Contract shall be finally settled under the Rules of Conciliation and

Arbitration of the International Chamber of Commerce by one or more

arbitrators appointed in accordance with the said Rules. The Contract shall be

interpreted, construed and governed by the laws of India.

1.13. SDSC/SHAR may order for indented number of graduate/ Diploma

engineers with marginal increase / decrease in quantity at the time

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of order placement.

1.14. Providing accommodation will be decided by SDSC/SHAR authority.

1.15. If accommodation is provided in Sulurpeta then only transportation charges

will be paid.

1.16. If accommodation is provided in Sriharikota, no accommodation and

transportation charges will be paid.

1.17. If accommodation is not provided by SDSC/SHAR then both accommodation

and transportation charges will be paid.

2. About Work and work schedule

2.1 Identified candidates has to carry out Facility Management services as

mentioned in Annexure-I.

2.2 One person will be identified as the focal point for work assignment,

Monitoring and training of specific software packages, which are developed in-

house at SDSC-SHAR.

2.3 Contract Manager may add / delete any services in network / server or client

side. Those added / deleted services to be carried out with same manpower

and without additional charges.

2.4 The party has to provide the service from Monday to Friday during normal

working hours of SDSC SHAR (i.e., 09.00 Hrs. to 18.30 Hrs.).

2.5 At least 50% of the manpower engaged under this Contract should be available

during Saturdays without any additional charges. The personnel engaged by

the Contractor shall be rotated in such a manner that it will not attract any

additional charges. The lump sum price shall be as per the scope of work

enclosed.

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2.6 During launch campaign, the manpower provided shall be available on 24

hours X 7 days in a week without any additional charges. The total manpower

may be rotated on shift basis with the concurrence of the Contract Manager.

2.7 The period of launch campaign, etc., will be provided by Contract Manager.

The rotation roster should get approved from Contract Manager in advance,

which will depend on the requirement.

2.8 The party and their candidates should understand the IT environment of SDSC,

SHAR and manage the IT resources.

2.9 SDSC, SHAR is procuring network products and servers from various vendors,

the contractor should coordinate with the concerned parties while any work is

carried out inside SDSC-SHAR during warranty of the systems.

2.10 The proposed candidates should be well versed in PC operations and server

OS configuration and installation

2.11 SDSC, SHAR will provide the tools required for UTP cable testing, crimping

and punching and fiber cable testing.

2.12 The party should provide simple call logging software to handle helpdesk

with automatic e-mail escalation.

3. Non assignment

3.1 The party should not sub-contract this work at any point of time after getting

the contract. The technical persons who are getting posted for this contract

should be the employee of the same company, they should be in the pay roll of

the same company and they should have identity card of the same company.

4. Payment and Penalty clause

4.1 No advance payment will be made.

4.2 The payment shall be made on quarterly basis subject to submission of the

following:

a. Invoice and its working

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b. Schedule of persons on their attendance during the invoice period.

c. Schedule of man-days not engaged and suitable reduction in the invoice.

d. Certificate of Contract Manager that the Contractor provided the service

satisfactorily and the invoice is prepared in accordance with the Contract.

e. A declaration from the party that EPF and ESI subscription and contribution

have been remitted in respect of the manpower supplied to us.

4.3 All the payments due to Bidder shall be made through RTGS/NEFT. Bidder shall

submit the banker details and payments can also be made through Electronic

Clearance System (ECS).

4.4 The party should provide service as per the scope of this Contract. However,

in case of any failure, partly or full, not rectified and not made operational within

two days an amount @ 0.1% of monthly amount per each day of delay beyond

48 hours subject to maximum of 1% of the monthly amount will be deducted

from the payment due to the party for every occasion based on the decision of

Contract Manager.

4.5 In case of non-deployment of man power, an amount of Rs.2500/- will be

deducted per person per working day irrespective of category.

5. Termination

5.1 SDSC SHAR may terminate the Contract at any time by giving one month’s

notice.

5.2 SDSC SHAR shall be entitled to terminate the Contract by a written Termination

Notice at any time during the project on the occurrence of any of the following

event.

a. Failure to start the work within the specified time as per relevant tender

conditions.

b. Failure to execute the works in conformity with the Progress Schedule

c. Failure to provide sufficient and technical staff required for the

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proper and / or due execution of the work or any part thereof.

d. Negligence in carrying out the works or unsatisfactory execution of the

work.

e. If the tenderer is found misusing or sharing the data, the contract will

be terminated. The data available with SDSC SHAR shall not be copied

into CD or in any other medium / external storage devices by the

tenderers.

6. Rules pertaining to staff members of the contract 6.1 The work to be performed under the Contract including the products of that

work shall comply with the requirements of all applicable laws, Regulations

and Standards pertaining to safety and health.

6.2 Valid permits are required to be taken by the party in advance for every

individual, which are issued by the Department after verification of their

antecedents and background as certified by the Contractor. Entry to SDSC

SHAR is restricted to the personnel who are to perform the work entrusted by

the Department. In addition, the Department has right to evict / refuse any

person who is found indulging any unlawful activities and detrimental to the

Security system at SDSC SHAR.

6.3 The movements of personnel though possessing a valid entry permit are

restricted to the area of their work only. They shall comply with all rules and

regulations of Security system from time to time. In case, Entry Permit is lost,

the party is liable to pay penalty as per the guidelines laid down by the

Department from time to time. In case of misuse of Entry Permit by the

Contractor’s personnel, the party shall be liable to make good any loss caused

to the Department in addition to any other legal actions as deemed fit.

6.4 The party shall before recommending for Entry Permit to any person in any

capacity for the SDSC SHAR campus is entitled to make discreet inquiries about

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the desirability or otherwise of the person being issued permit. If and when

the Contractor has any information or comes across any circumstances, which

in the opinion of a reasonable person, should disentitle any of his workmen

from entering SDSC SHAR or any of its areas, he shall immediately report to the

CISF and Contract Manager and seek instructions in this behalf.

6.5 The party should report to the Department promptly and in full detail each

incident in the work under this Contract resulting in personal injury, including

death or property damage/loss.

6.6 Under no circumstances shall the party release information on matter related

to the performance of work under this Contract without prior written approval

of the Department.

6.7 SDSC, SHAR may provide accommodation on chargeable basis subject to

availability. If the accommodation is not available, contractor has to arrange

boarding at Sullurpeta for their staff.

6.8 Inside office premises, no transport facility will be provided to the party

persons. The party has to make his own arrangement for the same. However,

vehicle support will be provided for movement of our equipment.

6.9 The technical information, drawings, specifications, operation manual and

other related documents prepared during the execution of this Contract are

the property of the Department and shall not be used for any purposes other

than performance of the Contract. All rights, including rights in the event of

grant of a patent and registration of designs are reserved.

6.10 The Contract shall be governed as per the laws of India for the time being in

force. The Courts of the A.P. State only shall have jurisdiction to deal with and

decide any legal matters or dispute whatsoever arising out of the Contract.

6.11 The party should indemnify the Department against any action, claim or

proceedings relating to infringement of all or any of the prevailing labor laws

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like Workmen’s Compensation Act 1923, Contract Labor (Regulation and

Abolition) Act 1970 and Contract Labor (Regulation and Abolition) Central

Rules 1971, Employees Liability Act 1938, Industrial Disputes Act 1947,

Employees State Insurance Act 1948, Minimum Wages Act, Employees

Provident Funds and Miscellaneous Act 1952 during the period of Contract.

6.12 The party should indemnify and hold Department and/or any officer,

employee or agent or assignee thereof harmless from any loss, damage,

liability or expense, on account of damage to property or environment and

injuries, including death, to any persons, including but not limited to,

employees or agents of the Department, employees of the party, and all other

persons performing any part of work hereunder arising from any occurrence

caused by any act or omission of the party or any of them. The party shall, at

its expense, defend any suits or proceedings brought against the Department,

on account thereof, and shall satisfy all judgments and pay all expenses which

may be incurred by or rendered against them, or any of them, in connection

therewith. It is expressly understood that the party shall keep Department

fully indemnified against third party claims and damages to or caused by work

performed under this Contract.

6.13 The party should have dress code for their engineers with batch mentioning

their company Name in SDSC SHAR.

7. Security Deposit

7.1 The party has to provide security deposit for 10% of contract value.

7.2 The security deposit furnished by the successful bidder in respect of his tender

in the form will be returned to him at the end of the contract period, subject

to the satisfaction of SDSC SHAR.

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8. Acceptance/ Withdrawal

8.1 There is no obligation on the part pf SDSC SHAR to communicate in any way

with the rejected bidders.

8.2 After acceptance of the tender by SDSC SHAR, the bidder shall have no right to

withdraw his tender or claim higher price

8.3 Tender with incomplete information is liable for rejection.

8.4 For each category of pre-qualification criteria, documentary evidence is to be

produced serially numbered and enclosed with the technical bid. If the

documentary proof is not enclosed for any/all criteria, the tender is liable for

rejection.

8.5 If any information given by the vendor is found to be false/fictitious, the

vendor will be debarred for 3 years to participate any Corporation of Chennai

tenders.

9. FORCE MAJEURE

Should a part or whole work covered under this agreement be delayed due

to reasons of Force Majeure which shall include legal lockouts, strikes, riots,

civil commotion, fire accident, quarantines, epidemic, acts of God and

Government, fright embargoes, the completion period for work, equipment

referred to in this agreement be extended by a period not in excess of the

duration of such Force Majeure. The occurrence shall be notified by either

party within reasonable time.

10. APPLICABLE LAW AND JURISDICITION

The laws of India shall govern this contract for the time being in force. The

Courts of Andhra Pradesh only shall have jurisdiction to be with and decide any

legal matters or disputes what so ever arising out of the contract.

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V. Annexure-I List of network services and its operational support

1. This is the contract for facility management (FM) for technical support services of SDSC / SHAR computer networks administration, server administration and operational support for services over those networks.

2. The contract is for the period from 01-04-2018 to 31-03-2020. The scope of the works is given below.

3. To carry out the facility management contract as per the following scopes, the party has to provide as per the following list.

S.No. Description Number

1 Senior Graduate Engineer (ECE) 1

2 Graduate Engineer( ECE) 6

3 Graduate Engineer( CSE/IT) 2

4 Diploma Engineer (ECE) 12

5 Total 21

Major operating Networks:

1. SDSC Intranet network

2. SDSC internet network

3. SGC dedicated networks

4. SDSC wireless networks

5. WAN networks

6. Surveillance networks.

All the above networks are configured with Fiber converters, Layer-2 / Layer-3 switches,

Wireless controllers, wireless access points, Routers, Modems, SNMP manageable UPS

and Hubs. The following network support / service should be provided by the party.

1. Help desk service

2. Technical support service

3. Vendor co-ordination

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4. Server management

5. Asset management

6. Backup and restore services

7. Internet management

8. Mail management

9. Network management security services

I. Scope of the technical support services

1. Senior Graduate Engineer (SGE)

Senior graduate engineer should lead the team administratively and technically control the team for the effective execution of contract.

SGE should carry out o Firewall administration. o Server (LINUX and Windows) administration. o Application server administration (DBMS, Web server and DNS). o Mass storage device administration. o Web application firewall and Proxy server administration. o Network administration.

2. Network Installation - (Graduate Engineer (GE) /Diploma Engineer (DE) - ECE)

Routing fiber patch cords

UTP cable punching / crimping

UTP patch cord (straight / cross) making

Testing the laid UTP cable and UTP patch cords with cable tester.

Testing Fiber core and fiber patch cord with appropriate power source and power meter.

Installing fiber converters, switches / routers, wireless controllers, wireless access points, UPS and any kind of network products.

Carrying out the End – to –End network connectivity test

Configuring the network products with IP addresses, VLAN, Static route applying and other parameters what are all required for that application.

Testing of switches, routers, modems and other network products for its functions.

Firmware up gradation for the switches, wireless controllers, wireless access points and other appliances.

3. Network Node connectivity - (Graduate Engineer (GE) /Diploma Engineer (DE) - ECE)

Installing NIC card in node (PC or server)

Loading appropriate NIC driver

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Configuring IP and other parameters.

Connecting to the network and carry out End – to –End network connectivity test.

Patch the appropriate I/O box in the UTP patch panel.

Configuring IP and other parameters for embedded systems like serial to Ethernet, USB to Ethernet, print servers, print sharer, Toshiba e-studio, thin clients, wireless controllers, wireless access pints, zero clients and etc.,

Providing network connectivity test to the embedded systems.

Providing network printer connectivity.

Installation of SAN host bus adapter and loading drivers.

Installation of NAS and configuring NFS.

IP camera configuration and firmware up gradation of IP camera.

LUN creation in mass storage devices for SAN hosts and IP-SAN hosts.

SAN switch configuration and administration of unified storage configuration and administration.

4. Network connectivity Maintenance - (Graduate Engineer (GE) / Diploma Engineer (DE) - ECE)

Checking the concerned facility network product connectivity status.

Checking the physical link connectivity status of node

Checking the network driver status in node

Checking the network manageable UPS health.

Housekeeping of network racks

Inventory control of the assets involved in their work area.

Network / server connectivity and configuration documentation.

Troubleshooting the fiber optic cable with OTDR, power meter, laser light source and fiber optic tester.

Troubleshooting and checking the UTP cable termination with DTX cable analyzer.

Any network related works assigned by Contract Manager.

5. SDSC-SHAR had implemented various services over these networks. Services are warranting the following services from the party. (Graduate Engineer (GE) / Diploma Engineer (DE) - ECE)

Network services operational support (client side)

Loading antivirus client

Loading asset management client

Loading Remote desktop / Patch management client

Loading Domain time client

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Loading our ERP package client (COWAA)

Loading EGPS package

Loading Digital Signature Certificates for EGPS

Loading e-payment application

Loading MS office package

Internet explorer configuration for internet browsing.

Internet explorer configuration for intranet / internet mail configuration.

Opera, Google chrome, Mozilla firefox and other browser software configuration.

Outlook express configuration for intranet / internet mail.

Loading multilingual software client.

Open web mail / Zimbra configuration support for intranet / internet mail support.

Providing assistance to send / receive Spacenet mail

Providing assistance for Spacenet intranet web browsing and FTP upload / download.

Loading printer driver.

Creating network printer port.

Loading network printer driver

Providing assistance for our ERP package operational support (COWAA).

Reporting system or network hardware problem to the concerned maintenance agency and Contract Manager.

Scanning the system for Virus.

Connecting the hard disk in another machine as secondary hard disk and scan for viruses.

Loading the desktop OS when it is warranted.

Configuring and deploying thin clients and zero clients.

Loading required client software for centralized computation.

Support for any kind of application package installation.

Installation of peripheral boards and testing.

Installation of USB / RS-232/ Firewire port device installation and testing.

Card printer driver installation and support for card printing.

Installation and support for ncomputing and other zero client device

Loading WSS client

Installation of KVM switch

Wireless network configuration on desktops, laptops and smart phones.

Any upgrade / enhancement in desktops and thin clients

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6. SDSC-SHAR had deployed various hardware servers (more than 70) and application

servers (Software) for implementing various services over network. The following

services are warranted at server / client side from the party.

6.1 Operating system related configuration - (Graduate Engineer / Diploma Engineer - ECE)

Loading and configuring the appropriate server operating system ( 2003 enterprise server, 2008 enterprise server , Windows 2012 server, Linux enterprise server , Linux work station, Ubuntu, Linux and advanced server, Solaris ( Intel and SPRAC)

Installation of VMware hypervisor and creation of different virtual machine.

Installation of Vcenter and management of all virtual machines.

User administration in all servers

Active directory configuration in windows servers.

IIS configuration in windows severs

Patch installation

Apache web server configuration in Linux servers

DNS configuration in windows / Linux servers

WINS server configuration in windows servers

Send mail configuration in UNIX servers.

SNMP configuration

Backup server client installation

Disaster recovery client installation

Testing of computer systems for its functions

Any upgrade / enhancement in servers

6.2 Application server related configuration - (GE/DE - ECE)

Firewall installation and configuration

Antivirus server software installation and configuration.

Spam Prevention service software installation and configuration.

Inter-scan message security suite (IMSS) installation and configuration.

URL filter software installation and configuration

FTP server installation and configuration.

Sybase installation and COWAA installation.

Net vault backup server installation, job scheduling and LTO cartridge maintenance.

Data restoration from backup server and bare metal recovery from backup server.

Data restoration in case of disaster or requirement.

Microsoft SQL server installation and configuration in windows servers.

MySQL server installation and configuration in Linux servers.

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BEA web logic server installation and configuration.

Jrun4 software installation and configuration.

Support to install any software package on any servers.

Network management software installation, configuring and manning the console.

Internet bandwidth usage monitoring.

Internet user and mail user administration.

Operational support for enterprise security management software, which produces, computerized pass for all kind of visitors.

Backup and restore operations of all DBMS

Any software Package installation (VC++, .net and etc.,)

Operational assistance and support to load centralized modeling, analysis and computation software.

Support for analyzing the events log on any operating system

Support for any kind of application package installation, configuration and operational support.

Coordinate with internet service providers

Monitoring the mail traffic and mail delivery

Monitoring the virus pattern update in servers and clients.

Photo capturing using badge maker software

Smart card surface printing and personalization

Entry / exit tracking system operational support

Enterprise security management software operational support at check-in, checkout and badge creation terminal.

E-canteen software loading and thermal paper loading in kiosks.

Video management software installation and configuration.

Any server / desktop / services related work over the network assigned by Contract Manager.

7. Computer software operation, testing and maintenance - (Graduate Engineer /

Diploma Engineer – CSE/IT) a. Carrying out operations as per check list. b. Creation / Verification of input files. c. Creation / changes in bitmap files d. Software testing as per T&E test plan. e. Trial runs for verification of software. f. Carrying out Simulation runs. g. Monitoring of various parameters during simulations h. Preparation of documents.

SDSC,SHAR Page 32

II. Support Call resolving methodology:

1. Help desk service:

The party should setup a help desk center at SDSC, SHAR and shall function as single point

contact with the users and the service providers for all the IT related problems at SDSC,

SHAR.

Receive and log the user calls

Issue trouble ticket

Tracking calls, arriving solution and escalating them if necessary.

Generation of MIS reports

Maintain a database of problems and corrective measures

The help desk should be equipped with help desk software to keep records on the calls and database should be maintained to store the call history.

The service of the calls should be primarily done on first in first out basis or on the basis decided by SDSC, SHAR

Required MIS report shall be forwarded to SDSC, SHAR

The help desk will be responsible throughout the life cycle of the trouble till closure.

2. Type of calls

Operating system related calls

Database related queries

Application software related calls

Printing related problems

Request for any software loading and hardware connectivity.

Any other IT concerned problems.

3. Call logging and Registration

Call may be received through telephone, email or in person

All calls should be registered, assigned, responded and monitored till its closure.

When the calls are beyond the control of party, it has to be escalated technical core team of SDSC-SHAR.

A call, which affects large number of users, should be the highest priority.

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4. Management reports

Number of calls registered

Average call response time

Mean time to repair / resolve

Number of calls solved

Any training needs for users

Trends

Number of calls cannot be solved with reasons