ifci new delhi 110019 are in two bid (a) “(lan)/”wide … tower, 61, nehru place ... price bid...

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IFCI Limited IFCI Tower, 61, Nehru Place

New Delhi ‐110019

Sealed Tender are invited in Two Bid System (Technical/Pre‐qualification bid and Price bid) from

Vendors/Companies for the award of on‐site (A) “Local Area network “(LAN)/”Wide Area Network”

(WAN) Management (B) “Facility Management Service” (FMS) & “Annual Maintenance Contract”

(AMC) of Computer Hardware Equipment’s and other peripherals at various locations for a period of

three years inclusive of both (A) and (B).

Tender Notice No. IT/111/2014 ‐4692

Date of Issue: 29/04/2014

Pre‐bid meeting and last date for seeking

clarifications, if any 3:00 PM, 13/05/2014

Last Date & Time For Submitting Bids 5:00 PM, 21/05/2014

Date & Time of Opening Bids 4:00 PM, 22/05/2014

Bid Validity 3 months

Address for submission of Bids The General Manager (IT)

IFCI Tower, 61, Nehru Place

New Delhi – 110019

Contact Details : Debashish Gupta, DGM(IT)

91‐11‐41732175

[email protected]

Nitin Balyan, AM(IT)

91‐11‐41732141

[email protected]

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1. Eligibility criteria:

Sl. No.

Criteria Documents To be submitted

1. The Vendor should have a registered office in India. Certificate of incorporation.2. The Vendor Should have minimum 10 years (ending March

2014) of experience in supporting/servicing computers, laptops, printers. Should have executed one order of the similar nature, costing not less than Rs. 50 lakh

Vendor should have successfully carried out minimum three AMC/FMS work of similar and having such large infrastructure during last five years. (Certificates of satisfactory service from above three organizations must be enclosed)

3. The Responder must have valid ISO certificationin IT services and also ISO certification in IT Infrastructure.

Valid copy of ISO certification for a. IT Services b. IT Infrastructure

4. Annual turnover of 50 crores or more in last 3 financial yearswith net profit in at least 2 financial years.

Self‐certified copies of the balance sheet and profit & loss statement for the last 3 completed financial years

5. Vendor should have its own fully equipped service center with qualified, certified and trained engineers (NOT through channel partners/ franchises/etc.)

Complete Address of the vendor at Office locations.

6. The bidder should have at least five (5) clients, out of which minimum two (2) should be Central Government/State Government/Public Sector organizations/Autonomous Bodies/ Statutory Bodies.

List of existing clients to whom FMS & AMC services have been provided in last two (2) years.

7. The bidder, who has worked with IFCI in the past, shall provide a proof of satisfactory services to IFCI.

A letter from competent authority in IT department of IFCI (Head Office) certifying satisfactory services of the vendor to IFCI.

8. Manpower Strength ‐ The bidder should have minimum thirty (30) qualified support engineers having BE/B.Tech/MCA in IT/Computer Science/ Electronics & Communication/Electronics or higher on company payroll as on submission of bid.

Undertaking from the Authorized signatory of The Responder.

9. Are you authorized service provider of any reputed Company: Please give details and enclosed copy of authorization

10. The Responder shall not be under a Declaration of Ineligibility for corrupt or fraudulent practices or blacklisted with any of the Government agencies

Declaration in this regard bythe authorized signatory of The Responder.

11. Bidder to confirm that the bid is not submitted in Consortium. Declaration in this regard bythe authorized signatory of The Responder.

12. Indicative SLA’s with Technical Proposal Along with the Approach Note

Indicative SLA’s to be submitted.

13. The Bidder should have strong capabilities in providing support Declaration in this regard by

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framework using ITIL process. Should have employed ITIL certified professionals

the authorized signatory ofThe Responder.

14. Bidder’s remote infrastructure should have qualified personnel for delivering similar support services


15. The bidder should employ sufficient number of skilled personnel as per the prescribed parameters to undertake the work as per the conditions of the contract. The bidder must enclose an undertaking stating that all the manpower deployed for execution of the contract would be employees of the bidder’s company and under its own payroll.


16. Acceptability of all conditions contained in the Tender Document by the Bidder. No further deviations to any mentioned clause shall be sought for.

Declaration by an authorized signatory of The Responder.

17. The bidder will not Sub‐Contract the work/contract awarded. An undertaking to this effect has to be submitted by the successful Bidder.

Note: Tenders satisfying the following essential conditions will only be considered for further processing. In absence of the proof of following supportive document the tender will not be considered, (which are mandatory requirements). Responses of Vendor(s) not fulfilling the eligibility criteria/pre‐qualification conditions given above shall be summarily rejected. Undertaking for subsequent submission of any of the above documents will not be entertained under any circumstances. Bidder should provide information on Technical/Pre‐qualification requirements in separate sealed envelope with title “Technical/Pre‐qualification requirement”. The Technical/Pre‐qualification bid shall contain an approach note indicating the details for SLA management with proper Governance Plan. Percentage (%) for Evaluation: Technical Approach: 70% Commercials: 30% It may be noted that IFCI will not pay any amount / expenses / charges / fees / traveling expenses / boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses, regardless of the conduct or outcome of the Tendering process. The Successful Vendor upon receipt of the PO shall furnish within 30 days a Bank Guarantee for 10% of the AMC Value for a year Valid for 3 years. The Successful Vendor upon receipt of the PO shall deploy manpower resources within 15 Days at IFCI.

Price bid is to be enclosed separately with title “Price bid (A) “Local Area network “(LAN)/”Wide Area

Network” (WAN) Management (B) “Facility Management Services” (FMS) & “Annual Maintenance

Contract” (AMC) Of Hardware Equipment’s other peripherals at various locations for a period of three

years inclusive of both (A) and (B).

IFCI shall have the right to assess the competencies and capabilities of the Tenderer by going through

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the credentials given in the Technical Bid and on the basis of such credentials, IFCI may reject the candidature of the Tenderer without assigning any reason and decision of the IFCI shall be final. In such case(s) the Financial Bid shall not be opened for that particular Tenderer. The tender bids so received shall be opened on a schedule and venue to be arranged later in the presence of the representatives of the bidders. The entire original tender document with seal and signature on each page. The names of shortlisted bidders shall be announced after scrutinizing the Technical bids and evaluating their suitability to meet the IFCI requirements. Successful bidder i.e. Vendor will be responsible for compliance of all the statutory labour laws w.r.t. deployment of manpower by him under the contract and any/all liabilities accruing on account of labour laws will be the responsibility of the Vendor.

Tenderers are advised to read carefully the Terms and conditions of supply and “the Instructions to the Tenderers” before recording the rates in this schedule.

No erasures or over writing shall be allowed, unless they are authenticated under the full signature and the seal of the tenderer.

Silence or use of the word “Noted” against any of the Bid conditions shall mean bidder agrees to comply with that/those conditions of Bid. Right to reject any or all tenders without assigning any reason is reserved by IFCI. No Clarifications shall be entertained.

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2. Scope of Work (SOW): AMC: The broad categories of the activities that are to be carried out for (A) “Local Area network ‘’(LAN)/’’Wide Area Network” (WAN) Management (B) “Facility Management Service” (FMS) & “Annual Maintenance Contract” (AMC) of Computer Hardware Equipment’s and other peripherals at various locations are given below:

The major envisaged responsibilities of the responder are:

S/No. Details

Vendor

Comments

1

The Bidder will be responsible for AMC/FMS to ensure the trouble free operations. Maintenance service shall consist of on‐site preventive and corrective maintenance of computer system along with system software and will include supply and replacement of all parts (Comprehensive AMC for Desktops Scanners and Printers excluding consumables)

1.1

Management & Maintenance of Computer Hardware Support Services

1.2

Management & Maintenance of APC Modular UPS 500 (excluding Batteries)

1.3 Management & Maintenance of Virus Protection Services at all Office Locations of IFCI.

1.4 Management of LAN /WAN activity and Wi‐Fi connectivity at all Office Locations of IFCI.

1.5 FMS services for Laptops is Included

2. Asset Management across all Office Locations of IFCI via an automated tool.

2.1 Quarterly IT assets physical verification & inventory management Report via an automated tool.

3. FMS /AMC service provider would provide necessary tools and instruments to their service engineer for the purpose of communication / servicing the equipment covered by the contract.

4. Apply the latest security patches / Antivirus updates, as applicable

5. Co‐ordination with service Provider for VPN /MPLS /Internet Connectivity Issues and thereby resolution

6. Log Monitoring ‐Antivirus, Firewall, Proxy, web content/URL filtering server logs etc.

6.1 Protecting and safeguarding against viruses / worms, unauthorized users, spamming etc. and shall maintain, at all times, an updated anti‐virus signature database

7. Data Backup and Recovery

8. Harding of “Operating System” (OS), Firewall and all necessary devices – Closing of all necessary ports, access /authorization control.

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8.1 OS & Standard Software Installation/Re‐Installation /Formatting Whenever required

8.2 Configuration of Tablets/Smart Phone as and when required

9 Installation & Configuration of Standard Application Softwares used across IFCI

10 Management and Configuration / Reconfiguration of Routers, Layer‐2 / Layer‐3 switches, Firewalls and Wireless Access points including management of Radius server as well as QOS. etc.

10.1 Configuring security equipment’s, web content/URL filtering tools based on logs and audit to improve security. Any Audit Gaps to be duly addressed by the Vendor for LAN/WAN connectivity.

10.2 Keep the back up of latest configuration of Network devices and maintaining Documentation of all updates.

10.3 The wireless network needs to be properly configured for hot spots and prevent unauthorized use by applying user access management with endpoint admission defense, wireless services.

10.4 Management and Configuration of SSL VPN Boxes.

10.5 Secure support for Internet services; support URL filtering and packet screening: and demilitarized zone for web server.

10.6 Support for Virtual Local Area Network (VLAN) with Create and monitor Virtual LANs, Working Domains for effective use of network services. This shall also include Inter‐VLAN routing wherever required.

10.7 Maintain an updated inventory / asset list of IFCI IT Network Infrastructure.

10.8 Maintain and update document for LAN / WAN network diagrams with relevant details and Connectivity Testing.

10.9 Maintain & Manage the Active Directory (AD & ADC) etc.

11. Maintain and update IP address list of complete Network details

11.1 During the contract period IFCI IP address should not to be blocked /shared by any one.

11.2

Documentation of following needs to be maintained

Numbering Layout

Raceway Layout

Jack Panel Details

Server Rack Jack Panel Details

Rack Elevation

NETWORK Room Layout

Data Connectivity Layout

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11.3 Maintenance of IP Addressed of all users /desktops/Laptops etc.

12. Call Management, Reporting and Monitoring through a web Based Tool to be provided.

12.1

Provide a Centralized Help Desk for Call management. The bidder will have to establish a Help Desk at IFCI Head Office which shall remain open from 9 AM to 6 PM (Monday to Saturday) for quick rectification of the hardware/software.

13. Co‐ordination with respective “Original Equipment Manufacturer” (OEM) and other service Provides.

14 Network Audit to be carried out Once a year and findings to be Submitted. It must have a compiled list of Nodes on LAN, with all Hardware address, users, location etc. Vendor to have N/W tools of his own like Node Tester.

15 Taking remedial action for all alerts /audit findings / observations /guidelines raised by the /security system or Government agencies etc.

16. Vendor shall maintain the sufficient Spares for maintaining required uptime guarantee.

16.1 Management of gate Pass for all In / Out materials, reconciliation with entries / record available with IFCI and generation of quarterly reconciliation report.

16.2

In case an equipment/machine is being taken for servicing to service center, the Vendor will provide a stand by equipment and will take prior permission before taking the equipment out. Cost of transportation and insurance of equipment will be borne by the Vendor.

Management & Maintenance of Virus Protection and related Services at all Office Locations of IFCI Ltd. Following activities to be carried out by the FMS /AMC Vendor:‐ The Internet gateways and other access points shall be protected from viruses.

Diagnosing and rectifying any virus problems.

Escalating the problem cases to OEM of anti‐virus software and resolving the problem

to logical end.

Standard antivirus policies as provided by the IFCI should be implemented through

centralized solution on all servers. The Server shall be protected and safeguarded

against viruses / worms, unauthorized users, spamming etc. and shall maintain, at all

times, an updated anti‐virus signature database.

The latest anti‐virus updates / patches shall be required to be made available to all and

servers and on‐line anti‐virus update facility to the servers shall have to be created.

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Management & Maintenance of Network & Coordination with Service Providers for internet,

VPN/MPLS Links and Services at all Office Locations of IFCI Ltd. This shall include following activities to be done along with any other activities required to be done, for optimum utilization of Networks and ensuring the availability of services.

Daily monitoring of LAN, WAN, including all the active / passive Network components & Link

etc., troubleshooting and reporting the status to respective vendor and IFCI site in charge as per

formats decided by IFCI.

Configuration / Reconfiguration of Routers, Layer‐2 / Layer‐3 switches, Wireless Access points,

Firewalls ,Servers etc. for Network operation, as and when required.

Keep the back up of latest configuration of Network devices and maintaining Documentation of

all updates.

Configuration of wireless server for Internet Authentication based Authorization.

All Necessary documentations need to be maintained as per IFCI’s requirement and Industry

Standards.

In case, the network issues (e.g. any configuration problem, are not resolved within 24 hours of

problem reporting, the call should be escalated to the respective Vendor/OEM Technical

backend team. Status Update should be provided on a set frequency as agreed with the IFCI

Management.

Maintain and update IP address list of complete Network and optimum management of IP

address. The Vendor should understand the existing IP address scheme of IFCI and allocate the

IP addresses including their labeling/Tagging for a new LAN segment, as per scheme under

intimation to site in charge.

The FMS /AMC Vendor shall make all efforts to ensure the earliest availability of WAN links by rectification of faults and follow‐ups through concerned agencies such as MTNL/ BSNL/Bharti‐Airtel/Reliance, (or any new Service provider to IFCI) etc. for making the links operational Data Centre Support

Daily check‐up of all leased lines/Optical Lines working status and coordination with support

vendor in case of non‐functionality.

Evaluation of suitability/requirement of Microsoft Windows 2003/2008 Server patches and

application of the same on all servers if required.

Windows 2003/2008 Server Support including Active Directory /DHCP/ DNS/ WINS support.

Check‐up of Firewall logs and coordination with support vendor in case of any

functional/configuration problems.

Daily check‐up of VPN connectivity between HO and RO’s and its performance analysis from

MRTG graphs provided by the service provider on web.

File and Print server management.

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Preventive Maintenance

Bidder 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 repairing of the Equipment) at such intervals

(minimum once in a quarter) as may be necessary from time to time to ensure that the

equipment is in efficient running condition so as to ensure trouble free functioning.

The bidder shall provide standby/replacement equipment if any equipment is taken out of the

premises for repairs.

Inspection of Infrastructure at all Office Locations of IFCI Ltd

The FMS/AMC Vendor shall inspect all the Hardware & submit detailed Hardware status,

Configuration & inspection report of all Systems. Inspection report so generated shall be signed

both by the Vendor & respective site in charge before start of the Vendor.

In case no such report is made available by the Contractor at the respective site within a period

of 10 days from the issue of work order it will be presumed that all the Hardware / Software at

the respective sites are working fine and shall deemed to be covered under the scope of the

Contract from the date of signing the contract.

IFCI will refuse to honor any further claims what‐so‐ever made by the Vendor beyond this

period in this regard.

All the Non Operational Systems/devices/ equipment’s will be identified by the Vendor and

report shall be submitted to respective Site In charge along with a Copy to Head Office Project

Manager of IFCI.

In case of Non Operational Hardware, identified during the joint inspection at site, Vendor shall

quote one time lump‐sum maintenance charges as “One Time Maintenance Charges” for

making the identified faulty Hardware functional.

Vendor shall provide a list of spare parts along with their part Nos, required for making system

operational along with the actual repair / replacement costs of parts for each of such identified

hardware.

Subsequent to satisfactory repair and acceptance by IFCI, the repaired unit shall be covered for

FMS/AMC.

Asset Management

Vendor shall Create Hardware Asset database by recording information like configuration details, serial number, asset code, warranty and FMS details etc. and maintain updated central asset master database at IFCI.

Record all installation of new machines, movement within site and change in configuration of

machines.

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Management of gate Pass for all In / Out materials, reconciliation with entries / record available

in security and generation of quarterly reconciliation report.

Internal cleaning of all the systems, sub‐systems & peripherals, covered under the contract shall

be carried out by the Vendor during Preventive Maintenance using blowers, tools / brush /

cleaning agents etc.

General Management

Training/Handholding/Coordination/”Management Information System” (MIS) Reporting to

Head Office will be some of the daily activities of the FMS /AMC activity.

The concerned FMS/AMC Engineer will have to co‐ordinate with various Regional Offices to

ensure that operations at all the offices are running smoothly on the day to day basis.

The Operation Manager at the IFCI HO New Delhi will be responsible for all general operations.

Each complaint must be attended on same day Business Day. If the component needs time for

repairing or replacement then an alternate temporary arrangement must be made by the

Vendor.

Where the parts/components have failed/damaged or gone into disuse due to any reason,

replacement of those parts/components shall be provided free of cost by the Vendor within IFCI

Business hours.

Where any items/parts/components need replacement, the same shall be replaced with a new

similar make, specification and brand of items/component/part.

In case the brand/model has become obsolete, the same shall be replaced with a new superior

quality of the items/parts/components and must carry at least one year warranty.

Faulty keyboards and mouse shall be replaced with new one.

The details of resident engineers posted If any at IFCI should be provided in advance with duty schedule. No resident engineer should be relived of duties without prior notice of at least one week. No resident engineer will leave or avail leave till the reliever reports for duty.

Vendor can also replace existing hardware. However, it is the vendor's responsibility to ensure

that all the existing applications are operationalized on the new hardware including data

migration.

Vendor shall maintain all the machines satisfactorily till the end of the AMC/FMS tenure and

handover all inventory in good working condition to the next vendor, in case the AMC/FMS is

not extended or is terminated.

IFCI shall maintain a register, at its site in which, IFCI's operator/ supervisor shall record each

event of failure and / or malfunction of the equipment. The bidder'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 bidder's engineer shall make effect in duplicate, a field calls

report which shall be signed by him and thereafter countersigned by IFCI's official. The original

of the field call report shall be handed over to IFCI's official.

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Tentative Activities/Expectations from FMS/AMC Engineer are mentioned below:

Should be Capable of analyzing the issue severity and create a Knowledge base.

Should Lodge all issues in Helpdesk and making the users aware of the same. After carrying out

preventive & corrective Maintenance, the Service engineer will meet / communicate to

concerned user of the System / Sub‐system and shall seek acknowledgement from the user after

demonstrating its operational working condition.

Should adhere to office timings and if required provide support to IFCI Officials after office

hours.

Should have knowledge of Third Party tools installation, configuration and troubleshooting.

Should identify exact problem behind the issues reported.

May at times be required to Visit Residences of Senior Officers within/outside Office Hours to

rectify the fault for the officially issued devices. In such cases Transportation shall be borne by

IFCI.

Project Management

FMS/AMC Vendor will assign an Operation Manager at IFCI, Delhi Office, who has responsibility for managing the complete service delivery during the contractual arrangement. He /She will be single point of contact on behalf of service provider for all IFCI Office Locations. FMS/AMC Vendor will have to arrange for mobile / telephone facility to the engineer to facilitate immediate contact from IFCIs personnel

Onsite Review Mechanisms at IFCI HO

1. Weekly Review Meeting (WRM) with Team Lead at IFCI HO. 2. Monthly Review Meeting (MRM) with the IFCI Management Team. 3. Online access of all Issues/Tickets with as on date status (centralized helpdesk).

LAN /WAN & FMS Devices

Vendors should have the capabilities to handle AMC/FMS for all brands and types of hardware

and peripherals deployed. An indicative list is attached which is not exhaustive. The quantity given in quotation is approximate which may increase or decrease for which no

compensation will be paid.

Hardware Exclusions

External connecting cables, power cords, power adapters, USB cables, printer cartridges and broken

external plastic body parts are excluded.

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FMS Resource Joining/Replacement criteria

The FMS /AMC Engineers should be deputed at IFCI to get KT (Knowledge Transfer) for 14 Working Days and all Cost (Including lodging and boarding of the FMS Engineer) will be borne by the bidder. The above said will be applicable during the FMS/AMC Man power replacement, their Resumes should be provided and an interaction should be conducted at IFCI before replacement. Only one FMS engineer can be replaced in a year by the Vendor.

Resource Non‐Performance

IFCI will provide in writing Non‐Performance of the resource and can ask for replacement within 30 day notice Period. The vendor will make efforts to resolve resource non‐performance and if required replace the resource within the notice period.

Exit Management

Exit management shall involve the complete handover of the operations to the team identified by the IFCI, which would take care of. This Exit Management plan shall be furnished in writing to the IFCI‐ IT Division or its nominated agencies within 90 days from the Effective Date of this Agreement. Exit Plan has to be submitted by the Responder and approved by IFCI IT Department. Exit procedure needs to be carried out as per approved Exit Plan. Exit Plan Knowledge Transfer, Required Documentation and smooth transition from FMS/AMC Vendor operation and maintenance team to new team if selected. During the exit management period, the FMS Vendor shall use its best efforts to deliver the services and Support in managing “Service Level Agreement” (SLA). Payments during the Exit Management period shall be made in accordance with the Terms of Payment Schedule

Escalation Management – FMS/AMC Support should have established formal escalation

processes to help ensure that complex problems are solved quickly and efficiently

Other Terms & Conditions

1. Waiver of Minor Irregularities:

IFCI reserves the right to waive minor irregularities in proposals provided such action is in the best

interest of IFCI.

Where IFCI may waive minor irregularities, such waiver shall in no way modify the “Request For Proposal “(RFP) ,requirements or excuse the Vendor from full compliance with the RFP specifications and other contract requirements if the Vendor is selected.

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2. Modify/Withdrawal of Proposals:

Prior to the date specified for receipt of proposal, a submitted proposal may be modified/

withdrawn by submitting a signed written request for its modification/withdrawal to IFCI.

3. Non‐Disclosure:

The contents of the proposal and all the project outputs should not be disclosed to any party unless

Vendor and IFCI mutually agree in writing to the same. Vendor will not use the contents of this proposal to bid for any other contract.

4. Language of Bids

The bid prepared by the Vendors as well as all correspondence and documents relating to the Bid

exchanged by the Vendor and the IFCI and supporting documents and printed literature shall be written in English.

5. Arithmetic Errors Correction

Arithmetic errors, if any, in the price break‐up format will be rectified on the following basis:

If there is discrepancy between the unit price and the total price, which is obtained by multiplying the unit price with quantity, the unit price shall prevail and the total price shall be corrected unless it

is a lower figure. If the Vendor does not accept the correction of errors, its bid will be rejected.

If there is discrepancy in the unit price quoted in figures and words, the unit price, in figures or in words, as the case may be, which corresponds to the total bid price for the item shall be taken as

correct.

IFCI may waive off any minor infirmity or nonconformity or irregularity in a bid, which does not constitute a material deviation, provided such a waiving, does not prejudice or affect the relative

ranking of any Vendor

6. IFCI's Right to Accept Any Offer and to Reject Any or All Offers

IFCI reserves the right to accept or reject any tender offer, and to annul the tendering process and

reject all tenders at any time prior to award of contract, without thereby incurring any liability towards the affected Vendor(s) or any obligation to inform the affected Vendor(s).

The IFCI reserves the right to change / add / modify / relax any / all conditions stipulated or increase

/ decrease items requested as also to accept / reject any / all offers without assigning any reason whatsoever.

The decision of IFCI in selecting the Vendor would be final and conclusive and the IFCI will not

entertain any correspondence in this regard.

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7. Liability of the Selected Vendor

• IFCI shall hold the selected Vendor, its Successors, Assignees and Administrators fully liable against any loss or liability, claims, actions or proceedings, arising out of non‐fulfillment of any obligations under the Contract.

• Selected Vendor shall be the principal employer of the employees, engaged by Selected Vendor and shall be vicariously liable for all the acts, deeds or things done by its employees.

• Such liability of the Selected Vendor will be restricted to the actual amount of the Contract.

However, the selected Vendor would be given an opportunity to be heard by IFCI prior to making of a decision in respect of such loss or damage. The decision taken by IFCI after such

hearing will be final and binding upon the vendor.

8. Publicity

Any publicity by the Vendor in which the name of IFCI is to be used should be done only with the explicit written permission of the Purchaser.

9. Force Majeure

Neither Party shall be liable for any default or delay in the performance of its obligations if and to the extent such default is caused, directly or indirectly, by fires, floods, power failures, Acts of God, act of public enemy, civil commotion, sabotage, wars, insurrections, riots, labor disturbances, strikes, lockouts, go‐slow, damage to machinery on account of accident or passing of any statutory order by the eligible authority/ies, prohibiting performance of such obligation by a competent authority; and restrictions of any country affecting the performance of this Agreement or any part hereof. The affected party shall intimate the other party within reasonable time period of such occurrences.

10. Applicable laws

The Contract shall be interpreted in accordance with the laws prevalent in India.

Compliance with all applicable laws: The Vendor shall undertake to observe, adhere to, abide

by, comply with and notify the IFCI about all laws in force or as are or as made applicable in

future, pertaining to or applicable to them, their business, their employees or their obligations

towards them and all purposes of this Tender.

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11. Arbitration/ Dispute Resolution

In case any disputes arise out of the contract the party shall try to negotiate the same within 30

days of such dispute. In case the matters remain unresolved the same shall be referred to the

Arbitration in accordance with Arbitration and Conciliation Act, 1996 after giving the notice of

such reference to the other party. The Arbitral Tribunal shall consist of a sole arbitrator, who

shall be appointed by IFCI. The venue of the arbitration shall be New Delhi and the language

preferred will be English. The award of the Arbitral Tribunal shall be final and binding on the

parties. The expenses of arbitration shall be shared equally among both parties.

12. Jurisdiction

The jurisdiction for the purpose of settlement of any dispute of differences whatsoever in respect of or relating to or arising out of or in any way touching this contract or the terms and conditions thereof or the construction and/or interpretation thereof shall be that of the appropriate court in New Delhi. The jurisdiction of any other court in any place other than New Delhi is specifically excluded.

13. Confidentiality

The Vendor shall keep confidential any information obtained under the contract and shall not divulge the same to any third party. In case of non‐compliance of the confidentiality clause of this Agreement, the contract is liable to be repudiated by IFCI. IFCI shall further have the right to regulate Vendor staff.

The Vendor shall not divulge to any person handling other divisions, subsidiaries or groups of Vendor and its service support agency any information obtained by it in the course of its execution of its work and all the information gathered by the Vendor shall be treated as professional communication and confidential. Any violation of this clause shall be liable to cancellation of the contact without notice to the Vendor.

14. Service Agreement Level (SLA )

LAN Management

The SLA table below specified support /maintenance /metric along with Mean Time to Respond – “MMTR 1” and Mean Time to Resolve “MMTR 2”

Sr.No. Service MMTR 1 (HH:MM)

MMTR2 (HH:MM)

1. Issue relating to LAN/WAN/Wireless Connectivity

30 Minutes 1 Hr.

2. New WAP/Switch Configuration 30 Minutes 4 Hours

3. New VLAN configuration 30 Minutes Next Business

day

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1. MMTR1 (Mean Time to Response):‐ Defined as time taken by the FMS to respond the concerned user over the phone/E‐mail or in person and acknowledge the problem.

2. MMTR2 (Mean Time to Resolve):‐ Defined as time taken by the FMS to resolve the Problem.

The downtime will be calculated on quarterly basis.

The Downtime calculated shall not include following:

Any planned shutdown

Failure or malfunctioning of any equipment or services not provided by the bidder

Negligence or other conduct of IFCI or its users, including a failure or malfunctioning resulting from application or services provided by IFCI or its vendors.

However, it is the responsibility / onus of the selected bidder to prove that the outage attributable to IFCI. The selected bidder shall obtain the proof authenticated by the IFCI official that the outage is attributed to the IFCI.

In case maximum penalty is imposed for more than 2 times in a year, IFCI May revise the SLA

PENALTY CAP.

Uptime Calculation for the quarter:

{[(Actual Uptime + Scheduled Downtime)/ Total Hours] x 100}.

“Actual Uptime” means, of the Total Hours, the aggregate number of hours in any Quarter during which each equipment is actually available for use.

“Scheduled Downtime” means the aggregate number of hours in any quarter during which each equipment, down during total Hours, due to preventive maintenance, scheduled maintenance, infrastructure problems or any other situation which is not Attributable to

Bidder’s (or Service provider’s) failure to exercise due care in Performing Bidder’s responsibilities.

IFCI would provide a maximum of 12 hours of planned downtime during night for the Preventive maintenance (as part of scheduled downtime) per quarter per

Equipment/service.

The downtime for scheduled maintenance (patch application, upgrades – OS etc.) would need to be mutually agreed between IFCI and the Bidder. To reduce this time, various

maintenance activities can be clubbed together with proper planning.

“Total Hours” means the total hours over the measurement period i.e. one quarter

(24*number of days in the quarter).

Calculation of Penalty

Total Penalty shall be calculated as per following calculation:

2% of QUARTERLY MAINTENANCE CHARGES for less than 96% & >= 94% uptime

4% of QMC for less than 94% & >= 92% uptime

10% of QUARTERLY MAINTENANCE CHARGES for less than 92%

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Penalty will also be calculated in case of absence of any Onsite Service Engineer‐ per day per person, Rs. 1500/‐ will be levied after two (2) consecutive days of absence.

Total penalty for the quarter (P1) = Sum total of independent quarterly penalties for

each of the service + Total penalty for absent days of the site engineers for that quarter.

Total Penalty (P1) for a quarter shall not exceed 10% of the total Maintenance Charges

15. Proposal Format:

• The proposals should be submitted in two separate sealed covers, one TECHNICAL

PROPOSAL marked as 'Technical‐Information Only', and one COMMERCIAL PROPOSAL marked as 'Commercial‐Price Bid only'. These cover should be put in one big cover

super scribed with (A) “Local Area network “(LAN)/”Wide Area Network” (WAN) Management (B) “Facility Management Service” (FMS) & “Annual Maintenance Contract” (AMC) of Computer Hardware Equipments and other peripherals at various

locations for a period of three years inclusive of both (A) and (B).

• The Vendor should submit the proposal properly filed & paginated so that the papers are not lost.

• The proposal, which are not sealed or open tenders sent through Fax/e‐mail will

summarily be rejected.

• The proposals which are not submitted in the prescribed format or incomplete in details

are liable for rejection.

• The proposal containing unauthentic erasing or alterations will not be considered. Technical Proposal should include the following:

Table of Contents (List of documents enclosed) • Eligibility Criteria supporting documents.

• Compliance with all terms and conditions mentioned in the tender document as per the

format placed

• Approach note with Manpower Deployment and Proposed SLAs

• Technical proposal should not indicate any cost aspect directly or indirectly. However, it

should include commercial template without the cost to compare the break‐up if any

given by the Vendor.

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Commercial Proposal should include the following

The Commercial proposal should give all relevant price information and should not contradict the Technical proposal in any manner. All prices should be quoted in Indian Rupees only.

Commercial details as per Annexure‐C.

It must give all the relevant price information and should not contradict the technical offer in any manner. The Price Schedule (PS) must be filled in completely, without any errors, erasures

or alterations.

Having examined the conditions of the tender and specifications, including all the annexure, the receipt of which is hereby duly acknowledged, we the undersigned offer to provide

comprehensive AMC of IFCI wide network & associated services in conformity with the said conditions of tender.

Abbreviations used:

Sl. No. Abbreviation Description

1 AMC Annual Maintenance Contract

2 FMS Facility Management Services

3 ISO International Organization for Standardization

4 ITIL Information Technology Infrastructure Library

5 KT Knowledge Transfer

6 LAN Local Area Networks

7 MIS Management Information System

8 MPLS Multiprotocol Label Switching

9 MRM Monthly Review Meeting

10 OEM Original Equipment Manufacturer

11 OS Operating System

12 SLA Service Level Agreement

13 SOW Scope of Work

14 SSL Secure Sockets Layer

15 URL Uniform Resource Locator

16 VLAN Virtual Local Area Network

17 VPN Virtual Private Network

18 WAN Wide Area Network

19 WRM Weekly Review Meeting

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Annexure‐A

Compliance with Terms & Conditions:

Serial no. as mentioned in the tender document

Header Compliance (Yes/No)

Note:

1. IFCI reserves the right to accept or reject deviations, if any.

2. Major deviations may lead to rejection of technical bid.

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Annexure‐B

Commercial Bid

Table‐1 (AMC Charges – Computer Hardware Desktop, Printers, Scanners etc.)

Office Location / Unit Price (Rs.)

Asset Details (Qty.) Total Price (Qty. x Unit Price (Exclusive of taxes) (Annual)

Desktop Printer Scanner

New Delhi 172 165 12

Unit Price (Rs.)

Mumbai 18 11 2

Unit Price (Rs.)

Chennai 12 9 2

Unit Price (Rs.)

Kolkata 12 3 1

Unit Price (Rs.)

Hyderabad 18 7 2

Unit Price (Rs.)

Chandigarh 13 5 2

Unit Price (Rs.)

Bangalore 8 2 2

Unit Price (Rs.)

Ahmedabad 6 4 nil

Unit Price (Rs.)

Jaipur 1 1 1

Unit Price (Rs.)

Luck now 8 1 1

Unit Price (Rs.)

Guwahati 4 1 nil

Unit Price (Rs.)

Patna Nil 1 Nil

Unit Price (Rs.)

Bhopal Nil 1 Nil

Unit Price (Rs.)

Kochi Nil 1 nil

Unit Price (Rs.)

Total Taxes (Rs.)

Total AMC Charges Per Annum (Rs.) ‐ Inclusive of Taxes

Total AMC Charges for 3 years (Rs.) ‐ Inclusive of Taxes

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Table – 2 (FMS Charges For Computer Hardware – Desktop, Laptops, Printers, Scanners etc.)

** It includes all hardware as given in Annexure‐A along with laptops, tablets and smart phones. It also includes support for the various Standard Software’s etc. used across IFCI.

This is an indicative list Subject to variations.

Office Location / Unit Price (Rs.)

Asset Details (Qty.) Total Price (Qty. x Unit Price (Exclusive of taxes) (Annual)

Desktop Printer Scanner Laptop

New Delhi 172 165 12 184

Unit Price (Rs.)

Mumbai 18 11 2 25

Unit Price (Rs.)

Chennai 12 9 2 9

Unit Price (Rs.)

Kolkata 12 3 1 7

Unit Price (Rs.)

Hyderabad 18 7 2 16

Unit Price (Rs.)

Chandigarh 13 5 2 4

Unit Price (Rs.)

Bangalore 8 2 2 8

Unit Price (Rs.)

Ahmedabad 6 4 nil 5

Unit Price (Rs.)

Jaipur 1 1 1 1

Unit Price (Rs.)

Luck now 8 1 1 nil

Unit Price (Rs.)

Guwahati 4 1 nil 1

Unit Price (Rs.)

Patna Nil 1 Nil 1

Unit Price (Rs.)

Bhopal Nil 1 Nil 1

Unit Price (Rs.)

Kochi Nil 1 nil 1

Unit Price (Rs.)

Total Taxes (Rs.)

Total AMC Charges Per Annum (Rs.) ‐ Inclusive of Taxes

Total AMC Charges for 3 years (Rs.) ‐ Inclusive of Taxes

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Table – 3 (Networking Devices)

Office Location / Unit

Price (Rs.) Networking Asset Details Total Price F (F=A+B+C+D)

(Exclusive of taxes) (Annual Rs.) Router

(A) AMC & FMS

Switches (B)

AMC & FMS

Firewall(C)

FMS only

WAP (D)

New Delhi 3 14 3

Mumbai 1 1 1

Chennai 1 1 1

Kolkata 1 1 1

Hyderabad 1 1 1

Chandigarh 1 1 1

Bangalore 1 1 1

Ahmedabad 1 1 1

Jaipur

Luck now

Guwahati

Patna

Bhopal

Kochi

Total Taxes (Rs.)

Total FMS Charges Per Annum (Rs.) ‐ Inclusive of Taxes

Total FMS Charges for 3 years (Rs.) ‐ Inclusive

of Taxes

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Table – 3 (AMC & FMS Charges – Total Cost)

S.No Cost Details Amt (Rs.)

Computer Hardware

A Total AMC Charges Per Annum (Rs.) ‐ Inclusive of Taxes

B Total AMC Charges for 3 years (Rs.) ‐ Inclusive of Taxes

C Total FMS Charges Per Annum (Rs.) ‐ Inclusive of Taxes

D Total FMS Charges for 3 years (Rs.) ‐ Inclusive of Taxes

Networking Equipment’s

E Total FMS Charges Per Annum (Rs.) ‐ Inclusive of Taxes

F Total FMS Charges for 3 years (Rs.) ‐ Inclusive of Taxes

Grand Total (RS.) (B +D +F)

Date Signature of Authorized Signatory

Place Name of the Authorized Signatory

Designation

Name of the Organization …

Seal …

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Annexure‐C

List of full time senior engineers, Professional System Administration engineers / Network professionals currently Available

Sr.No.

Name

Designation

Edu.Qualification

Professional Certifications

specialization

Date of Joining the organization

Total Experience

List of full time senior engineers, Network professionals currently Available.

Sr.No.

Name

Designation

Edu.Qualification

Professional Certifications

specialization

Date of Joining the organization

Total Experience

Date Signature of Authorized Signatory

Place Name of the Authorized Signatory

Designation

Name of the Organization …

Seal …

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Annexure ‐IV

Letter of Authorization for attending Bid Opening Shri/Km./Smt. ___________________________________________________ son/daughter/wife of Shri ______________________________________________________ Proprietor/Partner/Director/Authorized signatory/Representative of M/s ______________________________ ________________________________________________________________ (Name and Address of the bidder). (Registration No. ______________________) whose specimen Signatures are given below is hereby authorized to attend the Bid Opening/Opening of Techno‐commercial/Opening of Financial Bid. She/he is also competent to accept and sign any document in connection with tender regarding “(A) “Local Area network “(LAN)/”Wide Area Network” (WAN) Management (B) “Facility Management Service” (FMS) & “Annual Maintenance Contract” (AMC) of Computer Hardware Equipment’s and other peripherals at various locations for a period of three years at IFCI Ltd. New Delhi” On our behalf. We undertake to abide by any acceptance given by him under his signature. 1.______________________ 2.________________________ 3.______________________ (Specimen Signatures of Authorized Representative) Name and Address of Authorized Representative ___________________________________ Date:

Signature of Authorized Person Full Name:

Place: Address: Seal