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Tender No: CC/2019-20/IT-FMS/001

Procurement of IT Facility Management Services

INDIAN INSTITUTE OF MANAGEMENT CALCUTTA JOKA, DIAMOND HARBOUR ROAD

KOLKATA 700 104

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Indian Institute of Management Calcutta Joka, Diamond Harbour Road

Kolkata 700 104 Sub: Tender for IT-Facility Management Service for Indian Institute of Management Calcutta Dear Sir, Sealed tenders are invited for management of IT facilities of the institute and its services to the community users. IT-FMS consists of the management of (i) IT-Helpdesk (ii) IT Asset Management (iii) Server/Network Services (e-mail, web, chat, rlogin, ssh, ldap, VPN, DNS, applications, software installation/configuration etc) (iv) Liaison with Vendors/Departments of the Institute (v) Diagnosis/Solution to the problems of the end users and the campus network (vi) Regular IT operational activities and (vii) IT infrastructure and other related tasks in the campus of IIMC at Joka. ' . The scope of this tender encompasses supply of necessary manpower and services for management of IT infrastructure facility currently available including servers, software, PCs etc at the institute for smooth operation/management of IT-FMS onsite. Tender quotation in sealed cover in two-bid system (Techno-commercial bid 2019 - IT-FMS and Price bid - IT-FMS 2019) along with the EMD should be submitted in the enclosed Proforma duly filled in and signed. No price should be mentioned in the Techno-Commercial bid- IT-FMS 2019.

Envelope A: (IT-FMS - Techno-commercial bid 2019) consisting of

Technical Offer containing a running serial number with authorized signature on all the

pages.

All documents as mentioned in the Instructions to the tenderer.

Envelope B: (IT-FMS -Price bid 2019) consisting of only price bids containing

authorized signatures on all the pages.

Envelope C: (IT-FMS - EMD 2019) An interest free Earnest Money Deposit - 2% of offer

value quoted for, in the form of Demand Draft to be drawn in favour of Indian Institute of

Management Calcutta payable at any bank in Kolkata.

Mark three envelopes as "Envelope A (IT-FMS - Techno-commercial bid 2019 )",

“Envelope B (IT-FMS - Price bid 2019)” and “Envelope C (IT-FMS - EMD 2019).

All envelopes should be placed in another sealed cover addressed to:

The Chairperson, L&CSC

Indian Institute of Management Calcutta

Joka Diamond Harbour Road Kolkata – 700 104

Chairperson- L&CSC

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Attention of the tenderer is invited to the attached “Instructions to Tenderers" and "General Conditions of Contract for Supply/Purchase" which will be binding. Quotations received incomplete or not as per enclosed forms are liable to be summarily rejected without any further reference. Quotations sent by Telegram/Telex/Fax/email will not be accepted. Offers must be submitted in person and deposited in the box kept in the office of the Computer Centre. Bid Submission Deadline: 25th April, 2019 before 2:00 PM Details of terms and conditions to the tenderer are annexed hereto. The Institute reserves the right to modify requirements and reject any or all the tenders, wholly or partly without assigning any reason thereof.

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FORMAT OF SUMMAR Y OF INVESTMENT This summary should be enclosed with price bid only Summary of Investment (Fill in Rupees

including all taxes and other charges)

1. Name of the Tenderer: 2. Address of the Tenderer 3. Name & Address of the person to whom all references shall be

made regarding this tender Enquiry ' 4. Total Project Cost for IT-FMS for 3 years (Inclusive of all Taxes) Rs. --------------------------

5. Overnight Service charges (Inclusive of all Taxes) equivalent to 8 man-hour from 10 pm

to next day 6 am (if needed) Rs. ----------------- --------- 6. Telephone No. 7. Mobile No. 8. Email. Signature: Designation: Date: Company Seal:

. N.B. No other extra cost will be entertained

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Format of Price Schedule (in Rs. all inclusive)

I. IT-FMS (to be submitted with price bid only)

Sl. No Item Description Period Qty Unit Price

Taxes /Du ties Total Price

1 IT-FMS as per specification 3 years 1

II. Overnight Service charges equivalent to 8 man-hour from 10 pm to next day 6 am (to be submitted with price bid only)

Sl. No Price Taxes/Duties Total Price Remarks 1

. The institute requires such service rarely

III. Format of details of IT-FMS (unpriced bill of material) to be submitted with technical bid only

Sl NO Item Description Period Qty

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Technical Bid

To be submitted with technical bid only

Table A - Qualifying Criteria for Bidder Sl. Description Document Provided

(Yes/No)

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The tenderer must have ongoing FMS or AMC with resource deployment for server/Networking infrastructure maintenance in large academic institutions like IITs, NITs, IIMs etc. or Government Organizations (non-academic) For minimum last 2 Years.

2 The tenderer has office in Kolkata and presence thereof for last five years.

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The tenderer has executed at least one IT maintenance project costing not less than Rs.25 lakhs-(Rupees twenty Five lacs) in a premier Educational institution or Government Organizations (non-academic) during last 3 years.

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4 The tenderer has quality certification in 9001:2015 & ISO 27001:2013.

5 The tenderer should have the minimum annual turnover of Rupees ten (10) Crore during the last three (3) financial years.

6 The tenderer must have on their payroll, at least two CCNA, two Linux certified and two Microsoft certified engineers whose support to be needed if required.

Table B

Sl No Type of Service Description Vendors should write YES if they agree to offer the service

otherwise write NO

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IT-FMS for 3 years on

IT Helpdesk Management Service

2 Systems/Server Management Service

3 End-user/Classroom/Lab computer Management Service

4 Security Management Service

5 Vendor Management Service

6 Asset Management Service

7 E-Mail Management Service

8 Backup, Restore and Data Management Service

9 Network Management Service

10 Computer Centre Class/Conference/LAB room Management Service

11 Document scanning/printing/consumable issue service

12 Miscellaneous Management Service

13 Change Management Service

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Facility Management Service Specifications

Introduction lIM Calcutta has various academic programs: PGDM, PGP-EX , PGP-VLM, FPM, MDP etc. The institute uses the state-of-the-art Information Technology to impart education to students of all its academic programs and to conduct research. IIMC has about 700 PCs (mostly hired), 300 laser printers (mostly hired), Rack Servers. It has a 135 acre campus-wide around 5000 nodes, 150 switches of Cisco make and around 350 Wi-Fi APs. The network's internal, perimeter and end-user security setup consists of Checkpoint, Cisco ISE, SYSLOG, DNS, VLANs, DHCPs, EndPoint Antivirus, Antispam, mail gateway servers.

Most of the desktops/laptops in IIM Calcutta operate with Windows and Linux OS. Servers operate with Windows 2008/2012 32/64 bit, Redhat Linux ES 4.0/5.0/6.0 32/ 64 bit . Current applications software are Moodle, IIS, SQL Server, Oracle database, Oracle Application, MATLAB, S-Plus Finmatrix, Clementine, SAS, SPSS, AMOS , Statistica Data Miner, Excel miner, Cplex, Witness process modelling, My SQL, DNS, etc. Additionally, there are several other applications (AAS & FAAS, 3PILA etc) that are custom-made or developed in-house and some cloud based services provided through the Finance Lab. The institute is committed to continuously upgrade and expand its IT infrastructure with emerging information technology products and services.

IT Services Required

IT services are generally provided under different management heads for seamless service delivery. The outline of possible deliverables under each head is listed below: Help Desk Management: The IT helpdesk of the institute will act as a single point of contact for all IT related problems. Users have a single number to remember and one place to tum for help whether via E­ mail, voice or fax or through a web login or a student portal. The service window will be open for all users between 8 AM to 10 PM every day.

Logging user calls by entering the record into the Web portal and giving them a trouble ticket no (TTN).

Telephonic Assistance to the problem

Generate a call sheet for every call received.

Tracking each call to resolution

Get every call sheet signed by the person who has logged the call after the call has been resolved.

Entering brief resolution method into the web portal (to be supplied by lIMC) for each call for knowledge management.

Escalating calls, if necessary

Generating call reports

Daily report on summary of calls

Quarterly report on analysis of call statistics

Record warranty/AMC/expiry details of IT equipment/software and generate on time alert for renewal of them.

Issue & management of temporary user id password for a short period to the institute's guests and setting up wireless connection on their Laptops/PDAs/Mobile devices.

Systems/Server Management: It is required for proper delivery of various application software services round the clock.

• Systems booting, shutdown • Systems configuration, security setting and tuning as required • Managing user/group accounts

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• Restoration of server in case of crash situation to normal working situation. • OS installation, service pack/ patch update s, upgrades of OS/reinstallation of OS if required • VM installation and management • Installation of security (e.g. antivirus etc.) software, system software, application software (e.g.

mail, oracle, SPSS, AMOS, MATLAB etc.), middleware, plug-ins and generation of installation report.

• Crash analysis, system restoration, including restoration of OS, User files/data etc. from back up. • Software/Data migration • Keeping track of updates/patches for all systems/application software from the vendors sites or

based on the information received from vendors, downloading updates/patches and installing them as they become available.

• Monitoring utilization of resources such as CPU, memory, disk and alerting management of bottle necks • Remove offending application/process from the server • Resolving server problems like system hang, hard disk crash, concurrency/network connection

failure, etc. • Creating new files systems and correcting file system inconsistencies • Performing periodic backup/restore of all systems files/volumes as per agreed upon schedule. • Monitoring multiple copies of production servers in different locations which institute maintains

for disaster management. • Escalating unresolved problems to the principal/hardware vendor for ensuring resolution.

End-user/Classroom/LAB computer management:

• Systems configuration, security setting and tuning as required • Network connection setting • Software problem fixing • Updating of Antivirus/Antispam etc. on regular basis • Multimedia hardware and software setting • User account setting • Partitioning of hard disk • File conversion from one format to other • Software/Data Migration • OS installation and patch update, VM installation • Support to data archival • Installation of. antivirus software, system software, application software • Printer configuration and connection setting with end user machine

Security Management:

• Creating user profile with defined rights and privileges • Ensuring root passwords are available to authorize users only and they are changed at

regular intervals • Ensuring restricted access to the system • Reporting any security breach to IIMC as and when detected • Monitoring remote logins and file access using logs generated by server. • Exception report on any security violations/anomalies found. The exception report would

provide information on the type and nature of violation and the security measures taken in order to prevent such violations in future.

• Super user id and password for all IT equipment (i.e. servers, dns, network switches, security appliances, wireless APs, CPE etc) should be maintained in two parts and stored in sealed envelope to be given to IIMC. '

• Monitoring of Identity/authentication server, UTM, Network Firewall, Proxy, NAC, Antivirus, Antispam servers and their proper patch upgrades and signature updates from respective web databases.

• Installation, updating and maintenance of PKI digital certificates for security setup.

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• Monitoring & maintenance of VPN connectivity. • Regular check on IT security in the campus. (e.g. proper antivirus update in classrooms etc.)

Vendor Management: The IT infrastructure of the institute comprises of items (software, hardware, services) supplied and maintained by more than one vendor under warranty or contractual arrangement. In order to have a one stop solution and avoid interactions with multiple vendors, IT-FMS vendor will provide a single window contact to IIMC and carry out backward liaising & follow-ups with various vendors. First level response & diagnosis is carried out by the IT-FMS engineer, and then a decision is taken to involve the vendor for further support.

• Escalation of all problems to respective vendors and making sure it is corrected on time • Managing a vendor SLA and taking care of all liaisons • Logging calls and the action taken on them • Coordinating with the vendor for problem resolution • Analyzing the performance of the different vendors vis-a-vis their maintenance contracts

entered with the IIMC. • Coordinating with vendors to ensure that at least 90% of the calls logged on them are

resolved within the times stipulated in their maintenance contract entered into with IIMC, measured on a quarterly basis

• Monthly call reports (vendor wise).

Asset Management: The institute owns a comprehensive list of the IT items such as servers, desktops, laptops, printers, networking equipment, UPS, LAN, WLAN, DSL router, Wi-Fi APs and WAN equipment, software, consumables (Stationery, printer cartridges, etc). • Maintenance and inventory support for the above equipment /software. • Locking of assets (for example Wi-Fi APs, Switch Racks etc.) • Quarterly asset database report. • Maintenance of URL for institute’s licensed software.

E-mail Management: Although this service comes under server service, it has some special importance:

• Group creation, modification, deletion within 1 hour of receiving the authorized intimation • E-Mail web interface session time setting • Mail delivery management • POP, IMAP, SMTP and other protocol configuration of the user • Mail Gateway management and configuration. • Installation, tuning of e-mail system • E-mail domain migration & management under cloud computing service if required by the

institute.

IIMC uses third party mail service. So, many of the above service is limited by the options provided by the mail service.

Backup, Restore, Data Management & disaster recovery:

• Perform back up operations everyday as per the defined back up strategy. • Backup of log files, databases, IIMC website, e-mails and restoration thereof. • Label media for identification and retrieval • Ensure proper storage and handling of media to prevent data loss. • Conduct dummy restoration drills of sample backed up data on a quarterly basis to confirm data

integrity. • Maintain log sheets of back ups taken.

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• Replace media that reach their defined life cycle. • Monthly report on planned backups and backups actually taken. • Quarterly report on the number and success of the restoration drills. • Transporting relevant data with data centre(s) for data storage/retrieval if any. • Management and use of cloud/data-centre storage for data backup/restore management. Network Management: • Monitoring the LANIWL AN/DSL Network utilization, uptime, etc of the different network

components using standard NMS provided by IIMC; to prepare reports for the management on a weekly basis; to alert management of any perceived bottlenecks

• Monitoring the network bandwidth available from the ISP and to report if the availability is below the agreed upon band width.

• To inform the vendors handling LAN network hardware maintenance in case of malfunction of any components; to keep a log of reports and attendance to the faults and their resolution by the hardware vendors.

• Fixing of I/O Box/Patch Panel/Patch cord/Cable Manager/crimping of RJ and other connector/UTP cable/Racks and other related problems (i.e. repairing/New fixing- materials will be provided by IIMC)

• Management of VLANs and DHCP setting • IOS/FOS upgradation • For the leased lines from ISP, to follow up with the appropriate authority the restoration of

lines in case of failures of such leased lines. • Coordination with ISP with regard to integration of WAN and institute LAN. • To receive complaints from the remote sites regarding loss · of connection or

degradation of services and to take corrective actions if possible and to report to the appropriate authority.

• Network performance monitoring using a NMS to be provided by IIMC. • 95% of all calls related to this service shall be closed within the stipulated resolution time i.e.

1 hour. This metric shall not be applicable in case the problem requires external intervention e.g. Vendor or principal support.

• Monthly report on the various parameters that can be monitored using the NMS. IIMC will provide a SNMP based Network Management Software to monitor the LAN performance.

• Daily Printing of MRTG or similar graph to record uplink/downlink internet bandwidth usage.

Computer Centre Class/Conference/LAB Room Management

• Booking of available date/time slot as requested by the authorized users. • Maintaining a month wise chart of available slots • Controlling of opening and closing of rooms/lab using room keys for security if needed • Quarterly report on room booking by the users.

Document Scanning/Printing/Consumable issue Management

• Issue of consumables like floppy/CD/DVD /toner/cartridge etc. and software to authorized users

• Entering of issue/purchase of consumable record and software issue record into the web portal

• Laser printing/Scanning of document on request. • Entering of printing record into the web portal. • Quarterly report on consumable issue and laser printing

Miscellaneous Management

• Support on hardware/software to MDP/PGP-EXIPGP-VLM participants and Guest Users • Setting internet/mail connectivity to users Desktop/Laptop/PD A/Mobile phones

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• Setting of WLAN/DSL connectivity to Desktop/Laptop/PDA/Mobile phones • Setting of security (firewall /antispam/antivirus etc) • File conversion • Software/Data Migration • Support for management of video conferencing and necessary activation/deactivation of

IP/port • Support for IP surveillance (camera, software etc.) system and other related service (e.g. RFID) • Support for BYOD (Bring your own device), IoT, Sensor based devices if required. • Support for SAN/NAS/DA S storage in future (if required) Change Management:

During the expiry of IT-FMS contract:

• Handover of User ids and Passwords (switches, servers, software). • Handover of configuration parameters of servers/applications. • Handover of documentation of latest OS and applications (version, patches, add-ins, plug-ins etc)

running in the server. • Handover of documentation of latest IOS/FOS and configuration of switches/router in the LAN. • Handover of LAN diagram showing all active/passive network equipment (LIU, AP, Switches,

racks etc.), network segmentation and placement of servers, routers etc. • Hand over of all downloads and documentation of downloads for open system (e.g. gmail,

Fedora 5) installed and are in use in IIMC.

• Handover of all backup data (e-mail, web, LDAP etc.) • Handover of external disk/ Pendrive /Tape/other if any • Handover of IP schema, Vendor's escalation matrices • Hand over of CD-copy of software • Handover of users document on call sheets, consumable issue requests, printing requests, MRTG

file, other files from IT-Helpdesk • Handover of room/almirah/software rack/Server rack/Network rack keys • Return of any pending equipment/gate pass taken for repairing/replacement • Handover of current security policy settings in the servers/switches. During the transformation of existing application service/software:

• CD/Hardcopy documentation of transformed application service/software (software with version, patches etc, hardware and OS platform, web references, e-book, book reference and step-by-step command level procedures with configuration parameter details for installation)

• Software/Data Migration

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QoS (Quality of Service) Required Quality of Service is measured by using some predefmed metrics and it varies from service to service. The table below gives some metrics with expected QOS values:

Management Head Metric Name Formula Expected QoS

HelpDesk Management Resolution time Number of call closed within stipulated resolution time/Total number of calls received in the qtr* 100%

95%

Vendor Management Resolution time

Number of vendor calls closed within stipulated resolution timeff otal number of vendor calls received in the qtr* 100%

90%

Backup and Restore Management

Backup regularity Number of backups taken in the month/Number of scheduled backups *100%

100%

Backup effectiveness

Number of successful restoration drills in a quarter number of restoration drills in a quarter *100%

100%

Asset Management Update time Actual time taken for updating database 24 hours

Severity level of calls

Not all calls to IT-helpdesk warrant same level of resolution. Problem calls are assigned severity depending on (i) the affected number of users, (ii) category of users and (iii) the type of service affected by the fault (call). The following matrix defines the description of the severity level:

Severity Level Description of the call

1 Affecting all network related services of majority (80% or more) of the users (e.g. e-mail service, web service etc)

2 Affecting PGP/PGP-EX/PGP- VLMIMDP classes, Director 's/Dean 's office

3 Affecting large number of users for say, non-availability of shared resources (e.g. servers, VLANs, DHCP, printers, scanners, security problems in the network , Outbreak of virus in multiple PCs etc)

4 Affecting a small group in a block or individual user's trouble shooting hardware/software

5 Trouble shooting and/or Installation of hardware/software , re-location or upgrade of PCs

Service Level Required

Service level defines the level of service required for an individual call. The following matrix defines the service level agreement that IIMC requires.

Severity Level Average Resolution Time Maximum Resolution Time

Severity 1 30 minutes 2 hours Severity 2 to Severity 4 1 hour 4 hours

Severity 5 4 hours 8 hours

The time period between appearance of a virus and the availability of its vaccine at the relevant website will be excluded from the Resolution Time calculation. Resolution time for desktop hardware resolution is excluded from the scope of the SLR.

Service Engineers' Level Required

• Are sufficient to provide the services and meet the Service Levels as set out. • Are suitably qualified and have the appropriate skills and experience required for their task. • Undertake their duties in a competent and professional manner at all times • Are employees of the contractor

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• Are fluent in English, Bengali and Hindi • Are of pleasant disposition and avoid confrontation at all times • Are dressed in normal office attire • Are clean shaven or have a regular bread • Always equipped with tools and equipment to render services in the scope of this requirement. • Always carry a laminated identity card with photograph, to be displayed during service window. • Always carry mobile phones that will be compulsorily switched on. Number of Engineers Required: 10 persons

SI. No Description Qualification Certification Experience

1 Team Leader & Server Support (1 No.) ·

Degree in Electronics /communication

/IT/Computer Science

MCSE, RHCE 3 years’ Experience, with 1-2 years in similar role

2 Server Support Engineer (2 Nos.)

Degree in Computer Science/IT

MCSE/RHCE 2 years’ experience in server, OS· & application software

3 Network & Security Support Engineer (3 Nos.)

Degree/Diploma in Engineering

CCNA (network/security)

2 years’ experience in support to network & security

4 User device/PC Support Engineer (3 Nos.)

Degree/Diploma in IT/Computer/

Communication

MCSE/RHCE 2 years’ experience in service/support users PC/devices connected in network (e.g. i-pad, i-phone PDA etc.)

5 Helpdesk Coordinator (1 No.)

B.Sc. 1-2 years’ experience in similar role with knowledge of IT

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Indian Institute of Management Calcutta Joka , Diamond Harbour Road

Kolkata 700 104

Instructions to the Tenderer NAME OF THE WORK I. (IT-FMS) Supply of right manpower for management of IT facilities and related services through installation, commissioning, integration of following functions

(A) IT Helpdesk Management Service for IIMC (B) Systems/Server Management Service (C) End-user/classroom/LAB Computer Management Service (D) Security Management Service (E) Vendor Management Service (F) Asset Management Service , (G) E-mail Management Service (H) Backup, Restore and Data Management Service (I) Network Management Service (J) Computer Centre Class/Conference/LAB room Management Service (K) Document Scanning/Printing/Consumable Issue Management Service (L) Miscellaneous Management Service (M) Change Management Service CONDITIONS OF TENDER

Penalty Clause:

If the tenderer does not abide by the following terms & conditions, the Institute will preserve the right to initiate appropriate action (including legal) as deemed necessary unless otherwise specified against any specific terms & conditions.

Note: Terms & Conditions are subject to change prior to the placement of the final purchase order. Since IIMC is a premier national institution in management education, quote academic/educational prices of IT-FMS wherever applicable.

1. General

1.1 Institute reserves the right to reject any or all the tenders, without assigning any reason thereof and shall not be bound to accept the Lowest tender. Institute reserves the right for distributing the work among several vendors.

1.2 All documentation is required to be in English. Corrections/overwriting, if unavoidable, should be signed separately. Tender papers must be signed and stamped on all the pages by the person authorized by the tenderer.

1.3 Tender date and due date must be quoted on the top of the envelop to be submitted in sealed

cover by Courier/Registered Post with AID or by hand delivery. Tenders delivered by hand should be put into the Tender Box, available till 4.00 p.m. on all working days.

1.4 The Institute will not be responsible for non-receipt of tender quotations within the specified

date and time due to any reason including postal delay or holidays. 1.5 Tender once submitted shall not be returned to the tenderer in future. 1.6. The institute reserve the right not to disclose names and rates of successful tenderers.

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1.7 Ambiguity must be avoided in filling tenders. All entries in the tender form must be typewritten

or in ink. The price must be entered both in figures and in words. All pages should be numbered with a running serial number and signed with office stamp by the tenderer.

1.8 An interest free Earnest Money 2% of offer value quoted for, should be sent along

with the Tender by way of A/C Payee Demand Draft drawn in favour of Indian

Institute of Management Calcutta payable at any bank in Kolkata.

1.9. Payment of the earnest money is compulsory. In case a successful tenderer (on

whom purchase order would be placed) fails to execute the job within specified job

completion schedule, the Institute will forfeit the earnest money. The earnest money

for the successful tenderer shall be retained for 1 year from the date of successful

installation and commissioning of equipment as interest free Security Deposit. Security

Deposit will be returned after 1 year without any interest. 1.10 A performance bank guarantee of Rs. 5 lacs to be given within a month of commissioning of the

service by the successful vendor. The bank guarantee should be kept valid throughout the period of contract and re-validation of bank guarantee is the responsibility of the Vendor.

1.11 Unsuccessful tenderers will be refunded earnest money without interest, on application

to IIMC within 3 months from the tender selection date. 1.12 Tenderer has to quote for the for IT-FMS services. Proposals covering solutions for

only one or a few of the total requirements are liable to be rejected. 1.13 Enclosures to Tender Form:

In addition to Tender form and schedule to tender, tenderers are requested to provide the following enclosures.

(a) Organization Profile: (within one page) Description of the company (addresses of Registered

Office & Head Office, Primary Business, Turnover during the last two financial years, number of employees at Kolkata etc.)

(b) Details of existing support infrastructure in execution of similar work.

Supporting documents with location details/address/phone numbers to be submitted and total number of engineers & their qualifications employed in Eastern region for IT-FMS and maintenance activity and the SLA (service level agreement). Mare presence of personnel in a customer site would not be considered as IT Infrastructure services.

(c) The problem escalation matrix in the organization.

2. Validity of offer: Tenders submitted by tenderers shall remain valid for a minimum period of 3 (three) months from the date of opening of tenders.

3. Acquaintance with site: Tenderers should note that the work is to be executed under the existing site conditions while quoting their rates, terms and conditions. The tenderers may visit the site to get fully acquainted with the site conditions. No compensation/claims in regard to site visit/conditions /constraints /rules and regulations etc shall be entertained.

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4. Scope of the work: The solution would comprise the following: (a) Supply of right manpower for management of IT facilities and related services as per

specification given by IIMC and Tenderers proposed design. (b) Service documentation for installation, upgradation and execution of software/ configuration

/security of the IT infrastructure.

5. Time Schedule: a) Delivery of the IT-FMS service should start within 0 days of from the receipt of the purchase order. b) Installation and commissioning: A joint programme of execution of the service will be prepared

after the award of PO. The contractor shall scrupulously adhere to these targets and program and deploy adequate personnel, requisite equipment etc. at site.

6. Risk Purchase: In case of the supplier's failure to deliver, install and satisfactory commissioning of the service within the stipulated date, IIMC reserves the right to get the work done by deploying separate agency at the risk and cost of the vendor.

7. Format of Price Schedule and related terms: 7.1 Tenderer must quote in Rupees. Unit Prices for individual items should be quoted as per the

enclosed format both in figures and words. The rates offered should be all inclusive and comprehensive in nature.

7.2 The unit rates and all other charges quoted shall be kept firm throughout the pendency of

contract of this work and no price escalation shall be entertained. 7.3 Price schedule should include all required items/services A summary of Investment as per the

enclosed format must be given with the Price Bid only. 7.4 Any additional items/services required for successful completion of this project and not

mentioned in the price schedule by the tenderer shall have to be provided by contractor at no extra cost.

8. Payment terms: Payment will be made on quarterly basis after the successful IT-FMS services are rendered during the period. Deductions at source towards IT will be made as per rule.

9. Income Tax PAN: Copy of the PAN issued by the Govt. of India should accompany the tender. The PAN should be in the name of the firm quoting for the work.

10. GST Registration Certificate: Tenderer must submit copies of GST registration certificates.

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11. Completeness of Supplies, Installation & Commissioning: The contractor shall be fully responsible for the successful functioning and integrated operations of the system as a whole and the omission of any items/services in the IT­FMS required in the document shall not be sufficient reason for non-performance of the system. The contractor should therefore specify, justify and quote for any additional items/services, which they feel, are essential for the functioning of the system. ' 12. Liquidated Damages: In the event of failure to comply with the stipulated time schedule for completion of the delivery/execution, the IIMC will have the right to recover from the contractor towards Liquidated Damages for delay, to the extent of 1% of the cost of unfinished portion of work per week or part thereof subject to a maximum of 5% of the total contract value.

13. Contract Agreement: Contract agreement in duplicate on nonjudicial stamp paper of value not less than Rs 10 (Rupees ten only) for agreement shall be executed before award of the purchase order to the successful tenderer. Until the final contract documents are prepared and executed, this tender documents together with the annexed documents, modifications, deletions agreed upon by the IIMC and the tenderer thereof shall constitute a binding contract between the successful tenderer and the IIMC based on terms and conditions in the aforesaid documents and the finally submitted and accepted prices.

14 Three years comprehensive IT-FMS service. 14.1 Contractor shall be fully responsible for the service in respect of proper design, quality and

workmanship of IT-FMS covered by the tender for a period of 36 months from the date of commencement of the service delivery. Contractor should carry necessary inventory of equipment/software tools (e.g. crimping tools, LAN cable tester, software drivers etc) locally in this respect.

14.2 In case of service failure, the vendor shall ensure that the service is made operational to the full

satisfaction of the Institute at no extra cost. 14.3 The selected vendor shall ensure 99% uptime for service. In the case of any break

down/malfunctioning of software and its allied components etc., the relevant defect is attended to and rectified within 4 hours of the receipt/notice of the complaint. Further, proportionate penalty will be levied in case of down time of the service, which shall include extension of service period to the extent of down time and/or penalty of Rs.10000/- (Rs Ten thousand) per hour.

14.4 If the Average Resolution Time exceeds the time limit set in the Severity Level, a penalty of 1%

per hour or part thereof will be imposed on the quarterly order value. If the Maximum Resolution Time of any call exceeds the time limit set in the Severity Level, a penalty of 5% per hour or part thereof will be imposed on the quarterly order value.

14.5 The tenderer shall guarantee the availability of engineers for a period of 36 months in respect of

the service.

15. Implementation 15.1 The contractor will give an implementation plan within ten IIMC working days. The plan will

include, but will not be limited to, deployment of resources at the IIMC site, and implementation

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of initial take-over exercises and change management such as Help Desk activation, Users identification & Classification, Assets Inspection, testing & Listing, etc. The contractor will perform a familiarization exercise of the facilities, policies, safety and security procedures of the IIMC to ensure that it is possible to pr9vide the services promptly and smoothly.

15.2 Contractor shall observe all the codes specified in respective specification, all the legal

procedures, ordinances, rules and regulations and requirements pertaining to the work and shall be responsible for extra cost arising from violation of the same.

15.3. Contractor shall have at all times during the performance of the service, a competent team

manager of the premises. Any instruction given to such team manage shall be construed as having been given to the contractor.

15.4 The IIMC reserves the right to inspect all phases of the contractor's operations to ensure

conformity to the IT-FMS specifications. The IIMC shall have engineers, inspectors or others duly authorized made known to the contractor, present during the service and such representatives shall have free access to the service at all times. The presence or absence of representatives of the IIMC does not relieve the contractor of the responsibility for quality control in all phases of the IT-FMS service.

15.5 Contractor shall be solely responsible for making available all requisite installation equipment,

special aids, tools, tackles and testing equipment, appliances etc. for executing the service. 16. Acceptance Criteria of IT-FMS personnel: 16.1 Prior to the commencement of duties, the contractor will make available details of personnel at

it proposes to deploy to deliver services in the scope of this requirement. If any person is not acceptable, the decision taken by IIMC in this regard will be final and binding on the contractor. The contractor may change personnel with suitable skills to do the tasks as defined after receiving concurrence from IIMC.

16.2 IIMC, at any time, may advise the contractor that acceptance of any member of the IT­ FMS team

is withdrawn. The contractor will immediately replace any persons for whom acceptance is withdrawn. Any decision taken by IIMC in this regard will be final and binding on the contractor.

16.3 The team to manage and implement IT-FMS successfully will be defined by the contractor with a

team manager (TM) and thereafter discussed and agreed upon with lIMC. 16.4 The contractor should furnish monthly/weekly roster of duties for each shift and timings of the

engineers deployed at IIMC at the beginning of each month/week. 16.5 In case of absent of resident engineer, an amount of Rs 20,000/- per month or prorata basis of

absent days may be deducted from the contractor's bill. 16.6 During the leave of a resident engineer another engineer will be posted with equivalent

qualification and experience. 16.7 The TM may avail leave (maximum of 7 days in continuous) with prior intimation to IIMC. In such

case, contractor should post another team manager with equivalent qualification and experience.

16.8 All IT-FMS personnel posted in IIMC should be from vendor's own payroll

throughout the contract period. 16.9 IIMC can check documents like P.F, Medical (E.S.I.C/Mediclaim) anytime for any IT­

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FMS personnel with the vendor. 16.10 Salary of the IT-FMS personnel, who will be posted at IIMC, should not be less than the salary

specified for skilled/Highly skilled labors in Minimum Wages Act of Indian Govt. 16.11 Vendor's Project Manager for IT-FMS will meet once in a month for Monthly Review Meeting. 16.12 Each IT-FMS personnel will get one weekly off day.

17. Responsibilities of IIMC: 17.1 To provide the helpdesk with a desktop computer with e-mail facility and network connectivity,

table space, intercom phone with local dialing facility, and storage almirah. · 17.2 To progressively familiarize the contractor 's personnel with the facilities, policies and

procedures of the IIMC. 17.3 To provide a list of service wise contact personnel of IIMC. 17.4 To provide asset details, vendor name, date of purchase, warranty and AMC details, and relevant

information of contract agreements, whenever available. 17.5 To provide suppliers' contact matrix & escalation matrix. 17.6 To provide access to workplaces, relevant procedures and policies to enable the contractor to

execute the agreement. 17.7 To provide a list of general software that is in use by the users in the campus. 17.8 To provide CD, DVD, Pen drive, Disk etc (external storage) for data/software backup 17.9 To provide hostel accommodation during overnight service. Food expenses of the persons will be

borne by the contractor.

18. Contractor's Rights: 18.1 The contractor retains the right to hire external consultants as part of its team to deliver services

as per the agreement for a period not exceeding ten IIMC working days at a stretch. 18.2 The contractor should not disclose, misuse or supply any information pertaining to

intellectual property and rights of the institute.

19. Service Window:

From 8.00 am to 10.00 pm on all weekdays (Sunday to Saturday).

20. Mutual obligation & Jurisdiction: 20.1 If need be, the agreement will be modified at a later stage through mutual consent. 20.2 During the validity of this agreement neither party shall employ or offer employment to any

person employed by or acting on behalf of the other party, without the prior written consent of the other party.

20.3 All questions, disputes and/or differences arising under and out of, or in connection with the·

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contract, if concluded, shall be referred to the High Court of Calcutta or any other court iri the district of 24 Parganas·(South).

21. Termination: 21.1 If the service quality or equipment supplied fails to meet the need or necessary service during

the contract period or service/equipment quality degrades overtime, IIMC will reserves the right to terminate the contractor with one month notice without assigning any reasons and contractor will withdraw their service/equipment from the IIMC premises wit in a month.

21.2 If the service quality or equipment supplied fails to meet the need or necessary service in part

during the contract period or part of the service/equipment quality degrades over time, IIMC will reserves the right to asked the contractor to withdraw that part of the equipment/service with one month notice without assigning any reasons and contractor will withdraw that part of service/equipment from the IIMC premises within a month. The subsequent payment will be reduced accordingly and made for the remaining part of the equipment/service.

22. Force Majeure: Force Majeure is herein defined as any cause, which is beyond the control of the selected Tenderer or the Institute as the case may be which they could not foresee or with a reasonable amount of diligence could not have foreseen and which substantially affect the performance of the Contract, such as: • Natural phenomena, including but not limited to floods, droughts, earthquakes, epidemics • Acts of any Government, including but not limited to war declared or undeclared, priorities,

quarantines, embargoes. • Terrorist attacks, public unrest in work area • Restriction, Freight Embargo provided either party shall within ten (10) days from the occurrence of such a cause notify the other in writing of such causes. The contractor shall not be liable for delay in performing his/her obligations resulting from any Force Majeure cause as referred to and/or defined above.