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Request for Proposal (RFP)

Comprehensive IT Services Management

National Bank for Agriculture and Rural Development (NABARD)

Head Office, DIT, 5th Floor

‘C’ Wing, Bandra Kurla Complex

Bandra (E), Mumbai 400 051

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RFP for Comprehensive IT Services Management:

Part A : Table Of Contents

1. About NABARD ............................................................................................................................. 6

2. Request for Bids .............................................................................................................................. 6

2.1. Schedule of Events: ......................................................................................................................... 7

2.2. Bid Validity Period .......................................................................................................................... 8

2.3. Disclaimer ........................................................................................................................................ 8

2.4. Confidentiality ................................................................................................................................. 8

2.5. Costs to be borne by Bidders ........................................................................................................... 9

2.6. Earnest Money Deposit.................................................................................................................... 9

2.7. No Legal Relationship ................................................................................................................... 10

2.8. Recipient Obligation to Inform Itself ............................................................................................ 10

2.9. RFP submission: ............................................................................................................................ 10

2.10. Queries regarding “Request for Proposal” .................................................................................... 11

2.11. Bid Currency.................................................................................................................................. 11

2.12. Evaluation of Offers ...................................................................................................................... 11

2.13. Bidder’s Eligibility Criteria & Supporting Documents ................................................................. 12

2.14. Other Important Points on Bidder Eligibility ................................................................................ 15

2.15. Selection Procedure ....................................................................................................................... 15

2.16. Errors & Rectification.................................................................................................................... 16

2.17. Technical Bid Evaluation .............................................................................................................. 16

2.18. Part A: Evaluation Matrix for Bidder’s Technical Profile: ........................................................... 16

2.19. Part B: Evaluation of Conformity to SoW..................................................................................... 21

2.20. Part C: Presentation ....................................................................................................................... 22

2.21. Commercial Bid Evaluation .......................................................................................................... 22

2.22. Payment ......................................................................................................................................... 23

2.23. Special Note:.................................................................................................................................. 23

Part B: Technical Component ...................................................................................... 24

3. Present Setup in NABARD ................................................................................. 24

3.1. Data Center .................................................................................................................................... 24

3.2. Disaster Recovery Site................................................................................................................... 24

3.3. Corporate Network ........................................................................................................................ 24

3.4. Firewall for All ROs ...................................................................................................................... 25

3.5. Network Devices ........................................................................................................................... 25

3.6. Services .......................................................................................................................................... 25

4. Scope of Work................................................................................................... 25

4.1. Project Objectives and Requirements ............................................................................................ 25

5. Detailed Requirements ..................................................................................... 27

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5.1. Annual Maintenance Contract (AMC) .......................................................................................... 27

5.2. Desktop Management .................................................................................................................... 29

5.3 Asset/Configuration/License Management ................................................................................... 30

5.4 Patch Management......................................................................................................................... 31

5.5 Domain Services Management ...................................................................................................... 33

5.7 Storage Management ..................................................................................................................... 35

5.8 Data Center and Server Management ............................................................................................ 36

5.9 Network Management Services ....................................................................................................... 38

5.10 IT Security Management ............................................................................................................... 41

5.12 Data Base Administration .............................................................................................................. 47

5.13 Vendor Management ..................................................................................................................... 50

5.14 Help/Service Desk Services Management ..................................................................................... 51

5.15 Non-Delivery of Services / PENALTIES & SLAs........................................................................ 52

5.16 Covering for Absence of FM Services .......................................................................................... 53

5.16 Miscellaneous Activities to be taken up by Vendor ...................................................................... 56

5.17 Staffing/ Skill-Set / Qualification / Experience /Knowledge Sharing ........................................... 63

6. Service Window............................................................................................................................. 69

6.1 Miscellaneous services .................................................................................................................. 70

7. General Terms and Conditions:............................................................................. 71

7.1 Definitions ..................................................................................................................................... 71

7.2 Use of Contract Documents and Information ................................................................................ 71

7.3 Governing language ....................................................................................................................... 72

7.4 Commercial Terms ........................................................................................................................ 72

7.5 Applicable laws ............................................................................................................................. 72

7.6 Intellectual Property Rights ................................................................................................................. 73

7.7 Force majeure ................................................................................................................................ 73

7.8 Performance Guarantee ................................................................................................................. 73

7.9 Forfeiture of performance security ................................................................................................ 77

7.10 Indemnity ....................................................................................................................................... 77

7.11 Termination.................................................................................................................................... 77

7.12 Resolution of Disputes................................................................................................................... 78

*********************************************************************************

Annexure - I : Eligibility Bid – Covering Letter.......................................................................................... 79

Annexure – II : General Information about Bidder...................................................................................... 81

Annexure - III : Response to the Minimum Eligibility Criteria ....................................................... 82

Annexure – IV : Declaration Regarding Clean Track Record ................................................................. 87

Annexure – V : Response to the Technical Bid.......................................................................................... 88

Annexure – VI : Statement of Deviations .................................................................................................... 94

Annexure –VII : Letter of Competence ....................................................................................................... 95

Annexure - VIII : Power of Attorney........................................................................................................... 96

Annexure – IX : Letter of Conformity ......................................................................................................... 97

Annexure – X : Letter of Conformity for the Hardcopies ........................................................................... 98

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Annexure – XI : Commercial Bid - Covering Letter ................................................................................... 99

Annexure – XII : Response to the Commercial Bid .................................................................................. 100

Annexure – XIII : Performance Bank Guarantee....................................................................................... 103

Annexure XIV : Manufacturer Authorization Letter ................................................................................. 106

Annexure - XV : Resource Deployment Plan ........................................................................................... 107

Annexure – XVI : Bank Guarantee in Lieu of Earnest Money Deposit for Tenderer/Bidder ................... 108

Annexure – XVII : Letter of Indemnity and Undertaking ......................................................................... 110

ANNEXURE - XIX : PRE CONTRACT INTEGRITY PACT................................................................ 113

Annexure - XX : Letter of Authorization.................................................................................................. 120

Appendix – I : NABARD Offices – Locations and Addresses.................................................................. 121

Appendix - II: Wide Area Network Setup in the Bank.............................................................................. 125

Appendix III: Number of Engineers Estimated for Delivery of ITSM...................................................... 127

Appendix IV: Abbreviations used in this RFP .......................................................................................... 128

Appendix V – Complete Inventory List of IT Assets / Equipment ........................................................... 129

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1. EXECUTIVE SUMMARY

National Bank for Agriculture and Rural Development (NABARD) is interested in introducing a

COMPREHENSIVE IT Service Management (ITSM) for delivering and managing various IT infrastructure

services in the organization. The approach towards delivery of these services should follow ITIL v3

framework.

Following IT Services will be introduced:

1. AMC for Computers and Peripherals

2. Desktop Management

3. Asset-configuration-license Management

4. Patch Management

5. Domain Services Management

6. File Services Management

7. Storage Management

8. Data Center and Server Management

9. Network Management

10. IT Security Management

11. DBA Services

12. Vendor Management

13. Help/Service Desk Management

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Part A:

1. About NABARD

National Bank for Agriculture and Rural Development (NABARD) is an apex development bank in

India having headquarters based in Mumbai (Maharashtra) and other branches are all over the

country. The complete list of offices of NABARD is given in the Appendix I.

The Committee to Review Arrangements for Institutional Credit for Agriculture and Rural

Development (CRAFICARD), set up by the Reserve Bank of India (RBI) conceived and recommended

the establishment of the National Bank for Agriculture and Rural Development (NABARD).

NABARD was established on 12 July 1982 by a special act by the parliament and its main focus was

to uplift rural India by increasing the credit flow for elevation of agriculture & rural non-farm sector

and completed its 25 years on 12 July 2007. It has been accredited with "matters concerning policy,

planning and operations in the field of credit for agriculture and other economic activities in rural

areas in India".

2. Request for Bids

NABARD invites sealed proposals/offers (Technical bid and Commercial bid) from eligible, reputed

Service Providers for a Comprehensive IT Service Management (ITSM). The period of contract will

be minimum three years which is extendable to additional two years.

The Request For Proposal(RFP) documents can be downloaded from www.nabard.org after the

published date and interested vendors can submit the proposals as outlined in the RFP along with

a non-refundable fee of Rs. 5000/- (Rs. Five Thousand only) by Demand Draft drawn in favour of

NABARD payable at Mumbai.

The RFP document contains statements derived from information that is believed to be relevant at

the date, but, does not purport to provide all of the information that may be necessary or desirable

to enable an intending contracting party to determine whether or not to enter into a contract or

arrangement with NABARD. Neither NABARD nor any of its employees, agents, contractors, or

advisers gives any representation or warranty, express or implied, as to the accuracy or

completeness of any information or statement given or made in this document. Neither NABARD

nor any of its employees, agents, contractors, or advisers has carried out or will carry out an

independent audit or verification exercise in relation to the contents of any part of the document.

http://www.nabard.org/

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2.1. Schedule of Events:

RFP Reference Number Ref.No.NB.DIT/773/DIT-102/2016-17 dated 30th November 2016

1 Purpose The purpose of this RFP is to invite techno-commercial bids from Private/Public Ltd Companies/Public undertaking/partnership Vendors, for the scope of software solution fulfilling the functionalities as outlined in the Scope of Work of this

document.

2 Cost of Tender `5,000/- (Rupees Five Thousand Only) in the form of

Demand Draft.

3 EMD `10,00,000/-(Rupees Ten Lakh Only) to be submitted as Bank

Guarantee/Pay Order/ Demand Draft drawn on Commercial bank in favour of NABARD

4 No. of Envelopes (Non window &

sealed) to be submitted

Two (2) Envelopes

Envelope 1 containing: 1. Technical Bids as per Annexure I.

(Submit 1 hard copy and 1 soft copy in CD) 2. DD towards cost of tender & DD/BG/Pay Order for EMD.

Envelope 2 containing:

Commercial Bid as per Annexure II (Only one bid to be kept). (Submit 1 hard copy and 1 soft copy in CD)

5 Last Date of Submission of Bids 22nd Dec 2016, 1500 hrs

6 Date, Time and Venue of opening of

Technical Bids, except Commercial

Bids.

23rd Dec 2016, 1500 hrs Department of Information Technology, Fifth Floor, C Wing,

NABARD, Head Office, C-24, G-block, Bandra- Kurla Complex, Bandra – (East), Mumbai 400051

7 Last Date of query Submission 6th December 2016, 11:00 hrs

8 Pre-bid meeting 7th December 2016, 11:00 hrs

9 Bid Validity 270 days from the last date of submission.

10 Address for submission of Bids Chief General Manager, Department of Information Technology, Fifth Floor, C Wing, NABARD, Head Office, C-24, G-block, Bandra - Kurla Complex Bandra (East), Mumbai 400051

11 Contact Persons : A M Yadav, GM – 022-26539723 Tarannum Aazmi , AGM – 022-26539683 Jaskirat Singh, Manager – 022-26539662 / 9004891481 Sharmil Mallick, AM – 022-26539188 Jawahar Ponnuthurai, DA – 022-26539168 Email : [email protected]

mailto:[email protected]

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NABARD reserves the right to change the dates mentioned above.

i. Please note that all the information requested to be submitted in specific formats have to be

provided only in the form and formats given in the RFP.

ii. Responses should contain all the necessary information and incomplete information may lead to

rejection of bids.

iii. Bidders must have close watch on our website during the intervening period before and after

submitting response to RFP as subsequent changes/clarifications, if any, related to RFP will only be

posted on the web site.

iv. Bidders must plan for presentation and site visit well in advance as NABARD may undertake the

same immediately after submission of bids.

2.2. Bid Validity Period

The proposal must remain valid and open for evaluation for a period of at least 270 days from the

last date of submission (or extended last date of submission) of RFP.

2.3. Disclaimer

This bid is not an offer by NABARD, but an invitation to receive offer from Service Providers. No

contractual obligations whatsoever shall arise from the bid process unless and until a formal

contract is signed and executed by duly authorized officers of NABARD with the Service Provider.

The Service Provider is however bound to maintain and continue this conditionality provided in

the RFP document.

2.4. Confidentiality

i. The details of the proposed service shall be treated as confidential information between NABARD

and Vendor/Bidder. Any such information shall not be passed on in part or in full to any third party

without NABARD’s prior written approval.

ii. Notice or other communications given or required to be given under the Contract shall be in writing

and shall be hand-delivered with acknowledgment thereof, or transmitted by prepaid registered

post or by recognized courier, or by facsimile, provided that where such notice is sent by facsimile,

a confirmation copy shall be sent by pre-paid registered post or by recognized courier within five

days of the transmission by facsimile, to the address of the receiving party by the other in writing,

provided any change of address has been notified at least ten days prior to the date on which such

notice has been given under the terms of the contract.

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iii. Any notice or other communications shall be deemed to have validly given on date of delivery if

hand-delivered; if sent by registered post or by recognized courier, then on the expiration of seven

days from the date of posting; and if transmitted by facsimile, then on the next business date after

the date of transmission.

iv. The Successful bidder shall not, without NABARD’s prior written consent, disclose the Contract, or

any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished

by or on behalf of NABARD in connection therewith, to any person other than a person employed

by the Successful bidder in the performance of the Contract. Disclosure to any such employed

person shall be made in confidence and shall extend only as far as may be necessary for purposes

of such performance.

v. The Successful bidder shall not, without NABARD’s prior written consent, make use of any

document or information pertaining to this contract except for purposes of performing the

Contract.

vi. The bidder either during the term or after the expiration of this contract shall not disclose any

proprietary or confidential information relating to the project, the services, this contract, or

NABARD’s business or operations without the prior written consent of NABARD.

2.5. Costs to be borne by Bidders

All costs and expenses incurred by Respondents in any way associated with the development,

preparation, and submission of responses, including but not limited to; the attendance at

meetings, discussions, demonstrations, etc. and providing any additional information required by

NABARD, will be borne entirely and exclusively by the Respondent.

2.6. Earnest Money Deposit

i. All bids must be accompanied by an Earnest Money Deposit (EMD) for an amount of Rs.

10,00,000/- (Rupees Ten Lakh) in the form of Demand Draft / Pay Order drawn in favour of

NABARD payable at Mumbai. The EMD can also be given in the form of a Bank Guarantee

for an equal amount from a scheduled commercial bank drawn in favour of NABARD

payable / enforceable at Mumbai. The EMD must be a part of the Technical bid and should

be in a separate cover. The offers received without EMD or Bank Guarantee in a format

other than the one prescribed by NABARD in the tender document will be rejected.

Submission of the EMD with the commercial bid will be rejected on the grounds of non-

submission of EMD.

ii. Unsuccessful Bidder’s bid security will be discharged upon the Bidder signing the Contract

and submitting the Performance Bank Guarantee.

iii. The successful Bidder’s bid security will be discharged upon the Bidder signing the Contract

and submitting the Performance Bank Guarantee.

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iv. The bid security may be forfeited in the following scenario :

a. In case the bidder withdraws its bid, for any reasons whatsoever, prior to the validity

period of bid as specified by the bidder or

b. In case the successful bidder fails to accept and sign the contract for any reason

whatsoever; or

c. In case the successful bidder fails to provide Performance Bank Guarantee as per

format within 30 days from the date of placing the order by NABARD or signing of

the contract, whichever is earlier, for any reason whatsoever.

2.7. No Legal Relationship

No binding legal relationship will exist between any of the Respondents and NABARD until

execution of a contractual agreement.

2.8. Recipient Obligation to Inform Itself

The Recipient must conduct its own investigation and analysis regarding any information contained

in the RFP document and the meaning and impact of that information.

2.9. RFP submission:

RFP document submission is required to be done as under:-

i. The response to the present bid will be submitted in two parts, Technical Bid containing the

General Terms and Conditions including compliance to Technical Specifications and the other one containing the Commercial Bid on or before 22nd December 2016 at 1500 Hrs. The bidder will have

to submit the Technical Bid and Commercial Bid portion of the Bids separately. ii. Technical Bid should be submitted in sealed non-window envelope duly super scribing

“Ref.No.NB.DIT/773/DIT-102/2016-17 dated 30th November 2016 Comprehensive IT Services Management - “Technical Bid”. A soft copy should also be submitted in the envelope.

iii. Commercial Bid should be submitted in sealed non-window envelope duly super scribing “Ref.No.NB.DIT/773/DIT-102/2016-17 dated 30th November 2016 Comprehensive IT Services Management - “Commercial Bid”. A soft copy should also be submitted in the envelope.

iv. Each page of the technical as well as commercial bid and any supplementary document attached, if any, should have the signature and the seal of an authorized person (having the

authorization / power of attorney etc. to sign on behalf of the organization). The authorization should be given in the format given in Annexure XX.

v. The price finalized shall remain valid for a period of 36 months from the date of such finalization. vi. Technical Bid will also contain the bidder’s information in the format as given in bid document.

vii. Technical Bid should NOT contain any pricing or commercial information at all. viii. The bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person duly

authorized to bind the bidder to the contract. The authorization shall be indicated by written power of attorney accompanying the bid. All pages of the bid except un-amended printed literature shall be initialled by the person or persons signing the Bid.

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ix. The bid shall contain no interlineations, erasures or over writing except as necessary to correct

errors made by the bidder, in which case such corrections shall be initialled by the person or persons signing the bid.

x. The bidder should quote the price for each item as per the format given in the Annexure. xi. Any bid received by NABARD after the deadline for submission of bid prescribed by NABARD, will

be rejected and/or returned unopened to the bidder, if bidder desires so. xii. Faxed/Emailed copies of any submission are not acceptable and will be rejected by NABARD. xiii. If the submission does not include all the required information and documents or is

incomplete, the proposal is liable to be rejected. xiv. All submissions, including any accompanying documents, will become the property of

NABARD. Bidders shall be deemed to license, and grant all rights to NABARD to reproduce the whole or any portion of their submission for the purpose of evaluation, to disclose the contents of the submission to other bidders and to disclose and/or use the contents of the submission as

the basis for processing of RFP, notwithstanding any copyright or other intellectual property right that may subsist in the submission or accompanying documents.

xv. At any time prior to the deadline for submission of bids, NABARD, for any reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, modify the Bidding documents by amendments.

xvi. Bidder has to bring two copies of PRE CONTRACT INTEGRITY PACT(Annexure XIX ) at

time of submission of bid. The pact has to be signed by the person authorized through a Board

resolution of the Company. In case, the person so authorized is not the CEO of the Company,

then the word CEO may be struck off and the designation of the authorized person may be

mentioned. Pact has to be signed at the time of submission of Bid. 2 Integrity Pact has to be

executed on a stamp paper of Rs 100/- at Mumbai.

2.10. Queries regarding “Request for Proposal”

Bidders are required to direct all communications related to this RFP, at

Chief General Manager,

Department of Information Technology, Fifth Floor, C Wing, NABARD, Head Office,

C-24, G-Block, Bandra - Kurla Complex Bandra (East), Mumbai 400051 Contact Telephone Numbers (022) 2653 9662, 2653 9696 Fax No. :(022) 26530087 E-mail id : [email protected]

2.11. Bid Currency

All prices shall be expressed in Indian Rupees only.

2.12. Evaluation of Offers

Each Recipient acknowledges and accepts that NABARD may in its absolute discretion apply

selection criteria specified in the document for evaluation of proposals for short listing / selecting

mailto:[email protected]

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the eligible vendor(s). The RFP document will not form part of any contract or arrangement, which

may result from the issue of this document or any investigation or review, carried out by a

Recipient.

2.13. Bidder’s Eligibility Criteria & Supporting Documents

The bidders will be assessed as per the pre-qualification criteria defined in the Tender Document.

Only the bidders who qualify pre-qualification shall be eligible for technical evaluation. Non-

conforming Bids will be rejected and will not be eligible for any further processing. A pre-

qualification criterion is as below:

Sr.

No.

Basic

Requirement Requirement

Documents Required

A. Bidder Profile

1

Legal Entity

The Bidder should be a company registered in India

and under the Companies Act 1956. Certification of

Incorporation to be submitted

Certificate of Incorporation or

Partnership Deed

2 Registered with the Service Tax Authorities

Registration Certificate

3 Should have been operating for the last 10 years as

of 31st March 2016

Authentic certificate from the

practicing fellow member of

Institute of Chartered

Accountant of India (FCA).

4

Geographical

Presence

The Bidder should have their registered office in

India

Copy of registration certificate

5

Bidder should have its offices in at least 10 State

Capitals in India. Specify locations and addresses

along with details of office in charge. Submit List of

offices with addresses signed by authorized

signatory

Declaration from the

authorized signatory along

with the address, phone

number and contact person of

the location.

6 Total Turnover

& Profit

The Bidder should have been in business at least for

a period of 10 years in India and have revenue of at

least INR 300 crores in the past 3 financial years as

of 31st March 2016

Audited balance sheet and

profit & loss account

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7

The bidder should have been maintaining positive

networth and making net profit of minimum INR. 50

crores for the last three (3) financial years as of 31st

March 2016

8 Certifications

Bidder should have the following valid certifications

as on date of submission of the Proposal and should

have been certified for the past 3 years. Copy of the

Certificates to be attached with the proposal:

ISO 20000-1: 2011

ISO 9001

ISO 27001:2005

Copy of certification which is

valid on date of submission.

9

Manpower

Strength

The Bidder should have strong capabilities in

providing support framework using ITIL process.

Should have employed more than 30 ITIL certified

professionals

Proof / undertaking from the

Authorized signatory to be

submitted

10

Bidder’s remote infrastructure should have

minimum 2000 qualified personnel for delivering

similar support services

11

The bidder should have minimum 2000 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.

12 Labor Laws

The Bidder should give an undertaking that it is

following minimum wages act and other directives

of the Government, as applicable for all employees

associated with this project, from time to time.

Declaration on letter head of

the company from the

authorized signatory duly

singed and stamped

13

The company or any of its subsidiaries / related

legal entities should have never been

blacklisted/barred (temporary or

permanent)/disqualified by any regulator

/statutory body / public sector undertaking in

India or Internationally. The bidder must give a

declaration to this effect on its letterhead.

Self declaration certificate by

authorized signatory as per

the format given in Annexure

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B. Relevant Past Experience of the Bidder

14

Technical

Strength

The Bidder should be in the business of IT

Services/AMC/FMS for at least 10 years as of 31st

March 2016

Memorandum and Articles of

Association or Copy of Work orders

confirming only year and Area of

activity

15

Bidders client list include banks, FIs,

Government Undertakings, and other reputed

organizations.

Declaration from bidder listing at

least 5 such major clients.

16

The Bidder should be a leading Information

Technology (IT) Services Company with IT

Services as its main business



Institute of Chartered Accountant

of India (FCA) clearly showing the

IT services revenue.

17

Bidder should have remote infrastructure

management capabilities and have facilities

which are certified with ISO 20000/ISO 27001:

2005 for the past 4 financial years.

ISO certificates for remote center

or declaration on the company

letter head by authorized signatory

duly singed and stamped

18

Bidder should have the capabilities to handle

AMC-FMS services for all brands and makes of

computer systems and peripherals. The bidder

should be able to provide FMS for all hardware

items and support for all computing platforms

and services as listed in the Scope of Work.

Self-Declaration by the bidder.

19

The Bidder should have capability to generate

automatic tickets from monitoring alerts –

monitoring to incident management tools need

to be integrated.

Declaration on letter head of the

company from the authorized

signatory duly singed and

stamped. Framework overview

document also to be submitted

20

The escalation matrix provided by customer

should be completely automated allowing

tickets to escalate within the incident

management system automatically with Email

and SMS notification to customer's relevant

stakeholders.

21 The Bidder should provide online Asset details

for transparent management / reconciliation of

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asset data between Customer's and service

provider

2.14. Other Important Points on Bidder Eligibility

The bidder should ideally bid without any consortium. However sub-contracting part of service will

be permitted subject to following:

i. NABARD may allow/disallow, based on merits, Sub Contractor/partner for delivering a particular

service (like AMC/break fix services across remote locations) to NABARD on behalf of bidder.

ii. NO SUB-CONTRACTING WILL BE ALLOWED FOR FMS SERVICES . In case where NABARD gives

written permission for sub-contracting AMC services, Bidder shall remain fully responsible for Sub-

Contractor and its personnel. Such Sub Contractor’s personnel shall not be employees of NABARD.

iii. NABARD has right to instruct the bidder to suspend the Sub contractor or its resources in case the

conduct or because of non-performance in expected service delivery.

2.15. Selection Procedure

NABARD will evaluate only those proposals, which meet the above-specified eligibility criteria as

well as complete and responsive in all respects, for comparison and final selection.

Final evaluation will be done on ―Quality & Cost Based Selection method (QCBS).

A composite score shall be calculated for technically qualified bids only. The weightage for the

composite evaluation shall be awarded as below:-

A. Technical – 70%

B. Commercial – 30%

Bidder with the highest final Score (FS1) (Final Score = TS*0.70 + CS*0.30) will be considered as

successful bidder (rounded off to 2 decimal places).

In case of a tie in the final score, the bidder having highest technical score will be considered eligible

for award of contract.

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2.16. Errors & Rectification

i. If there is a discrepancy between the unit price and the total price that is obtained by multiplying

the unit price and quantity, the unit price shall prevail and the total price shall be corrected.

ii. If there is a discrepancy between words and figures of the total price, the amount in words will

prevail.

iii. If the bidder doesn‘t accept the correction of error(s) as specified, its bid will be rejected.

2.17. Technical Bid Evaluation

i. The bidder will be evaluated technically on a scale of 80.

ii. Technical evaluation is divided in three parts: (A) bidder’s profile and (B) conformity to the Scope

of Work (C) presentation of the technical solution.

iii. The division of the marks are as specified in the following two tables. In each category, the bidder

should score the minimum marks as specified in the table (wherever applicable) to pass the

technical evaluation.

iv. Technical score TS = 0.5 * part A score + 0.5 * part B score + part C score

v. The bidder has to obtain minimum 70 out of 100 marks in technical evaluation. 60 (out of 80) in

the Part A and Part B of technical evaluation in order to qualify for commercial evaluation. The

bidder has to score 10(out of 20) in Part C of technical evaluation.

2.18. Part A: Evaluation Matrix for Bidder’s Technical Profile:

S.N

Criteria

Criteria Points

(Max Marks)

Description of proof

attached

1(a)

Should have experience of on-site Facility Management for a

value of Rs. 20 lakh per annum or above with at least two All

India Public Financial Institutions or Scheduled Commercial

Banks / Government Setup / Large Corporate LC) spread

across multiple states/regions in India where

i ) The bidder should have provided FM services at customer’s

premises with their onsite engineer.

ii ) Services are valid and shall be in effect till March 2016.

Bidder would have to submit satisfactory certificate against

referred services.

Services without satisfactory certificate will not be considered.

Max Marks

7.5

Referred Client name

and

Location (where

facilities has been set

up for centralized

management of IT

Infrastructure at the

customer’s premise):

(A letter from the

Institution )

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For 9 or more Govt. Sector / PSU/Banks/FIs in

India

7.5

For 5-8 Govt. Sector / PSU/Banks/FIs in India 4 For 3 to 4 in Govt. Sector / PSU/Banks/FIs /LC in

India (discuss whether 2-4?)

2

1(b)

Should have deployed more than 50% of the

tools proposed for NABARD at any other

customer sites.

Max Marks 7.5 Declaration with list of

deployments and tools

implemented .

No of deployments >= 5 sites 7.5

No of deployments >= 3 sites but less than 5

sites

4


sites

2

No deployments 0

of 129

2

Must be engaged in the business of ‘IT

Facility management for at least 10 years as

on March 31, 2016 in India.

(Only complete year will be taken into

consideration)

Max Marks

15

Incorporation

Certificate no:

Date of

Incorporation Being in the Business for more than 15 years 15

P a g e 19 | 129

Being in the Business for 10 to 15 years 10

Being in the Business for 5 to 9 years

05

3

Technical & Qualified Manpower on the company

pay roll

- Minimum Qualification: Qualification

mentioned against qualification for Server

Engineer & Network Engineer – List to be

provided with their qualification (PF/ESI

documentary evidence to be submitted)

Max Marks 15

Detail on letter head

signed by the HR

head and attested by

the authorized

signatory

300 & above Qualified & Experienced Engineers 15

200-300 Qualified & Experienced Engineers 10


4

Bidder is certified partner /registered partner of

Microsoft

Max Marks 5

Relevant Certificate

Bidder is Gold certified partner of Microsoft

05


Bidder is Silver certified partner of Microsoft 03

Bidder is registered partner of Microsoft. 01

5

Average Annual Turnover for Last 3 years (with

respect to FM Services & Annual Maintenance

Contract only)

Letter from Company Secretary to provided

Max Marks 10

Balance sheet / CS

Certificate

More than 800 Cr. 10

More than 500 Cr and up to 800 Cr. 05


P a g e 20 | 129

6

Direct Support Centers at locations of the Bank (

other than Mumbai, Locations are mentioned in

Appendix A)

Max Marks 10

Address of Service

support center at

Mumbai.

Address for other

offices

More than 30 NABARD Offices 10

More than 23 NABARD offices and up to 29

NABARD offices

7


NABARD offices

5


NABARD offices

03

Signed by the

authorized signatory

7 No of NABARD offices (other than Mumbai,

NABARD offices are mentioned in Appendix A)

where support will be provided through their

channel partner (List to be provided on letter

head)

Max Marks 10

Address of Service

support center at

Mumbai.

Address for other

offices

Signed by the


None 10

Up to 15 07

More than 15 and upto 25 05


More than 30 01

Total Technical Score 80

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2.19. Part B: Evaluation of Conformity to SoW

Serial

No

Service

Components

Technical Competency Full

Marks

(80)

Minimum

Marks

Required

1. AMC for

Computers

and

Peripherals

(i) Will be competent to address all points

mentioned in Scope of Work (including

on-site maintenance)

6

7

(ii) Ability to maintain stand-by devices 4

2. Desktop

Management

(i) Desktop Management Tool must

satisfy the functionalities in SoW

3

4 (ii) FM service capabilities regarding

desktop management as mentioned in

SoW

2

3. Asset-

Configuration-

License

Management

(i) Asset-Configuration-License

Management Tool must satisfy the

functions in SoW

3

4 (ii) FMS capabilities regarding Asset-

Configuration-License Management as

mentioned in SoW

2

4. Patch

Management

(i) Patch Management Tool must satisfy

the functions in SoW

3

4 (ii) FMS capabilities regarding Patch

Management as mentioned in SoW

2

5. Domain

Services

Management

(i) Domain Services Management Tool

must satisfy the functions in SoW

3

4

(ii) FMS capabilities regarding Domain

Services Management as mentioned in

SoW

2

6. File Services

Management

FMS capabilities regarding File Server


4 2

7. Storage

Management

(i) Storage Management Tool must

satisfy the functions in SoW

3

4 (ii) FMS capabilities regarding Storage


2

8. (i) Data Center and Server Management

Tool must satisfy the functions in SoW

3

P a g e 22 | 129

Data Center

and Server

Management

(ii) FMS capabilities regarding Data Center

and Server Management as

mentioned in SoW

2

4

9. Network

Management

(i) Network Management Tool must


6

7 (ii) FMS capabilities regarding Network


4

10. IT Security

Management

(i) IT Security Management Tool must


5

6 (ii) FMS capabilities regarding IT Security


3

11. DBA(Oracle

and MSSQL)

(i) DBA Tool must satisfy the functions in

SoW

3

4

(ii) FMS capabilities regarding Data Base

Administration as mentioned in SoW

3

12. Vendor

Management

(i) Vendor Management Tool must satisfy


3

4

(i) Vendor Management Tool must satisfy


2

13. Help/Service

desk

Management

(ii) Help/Service Desk Management Tool


4

6 (iii) Help/Service Desk Management Tool


3

Total Marks 80 60

2.20. Part C: Presentation

Bidder will give a presentation on the technical solution in a defined time limit, which will be intimated at a later stage. The presentation will focus only on the technical part of the bid.

Total Marks for presentation: 20 Minimum Marks : 10

2.21. Commercial Bid Evaluation

i. The Commercial Bids of technically qualified bidders will be opened on the prescribed date in the

presence of bidder representatives.

ii. The proposal with lowest Commercial Bid (CB) will be awarded a Commercial Score of 100.

P a g e 23 | 129

iii. Commercial Scores for other technically qualified bidders will be evaluated using the following

formula :

Commercial Score of Bidder (CS) = (Commercial Bid of Lowest bidder / Commercial Bid of the

Bidder) X100 (rounded off to 2 decimal places)

Example of the selection Procedure:

Bidder X Y Z

(A) Technical evaluation Marks (out of 100) 78 81 83

Base is 100% of the highest scoring bidder 94 98 100

Calculation(i) -Marks (A) Out of 70 66 68 70

(B)Commercial evaluation Price in INR 1100 1000 1200

Base is 100% of the lowest bidder 91 100 83.33333

Calculation (iii) - Marks (B) Out of 30 27 30 25

Total Marks (A+B) Out of 100 93 98 95

Ranking of Bidder L3 L1 L2

Y is the L1 bidder with highest cumulative marks.

2.22. Payment

All payments for the ITSM services will be paid on quarterly basis after the delivery of services.

2.23. Special Note:

Evaluation Committee may, at its discretion, call for additional information from the bidder(s)

through email/fax/telephone/meeting or any other mode of communication. Such information has

to be supplied within the set out time frame as provided by Evaluation Committee, otherwise

Evaluation Committee shall make its own reasonable assumptions at the total risk and cost of the

bidders and the bid is liable to be rejected. Seeking clarifications cannot be treated as acceptance of

the bid. For verification of information submitted by the bidders, the committee may visit bidder‘s

offices at its own cost. The bidders shall provide all the necessary documents, samples and reference

information as desired by the committee. The bidders shall also assist the committee in getting

relevant information from the bidder’s references.

P a g e 24 | 129

Part B: Technical Component

3. Present Setup in NABARD

3.1. Data Center

NABARD has a corporate Data Center (DC) in its own premises at BKC, Mumbai. The DC houses all

the applications currently used in the Bank. At present an email service is hosted on a third-party

server and it is proposed to house the same in our DC. The DC comprises of 60 servers which includes

27 physical servers and the rest being logical / virtual servers. The DC also houses firewall for Internet

access and routers for connection to public clouds as well as our own Wide Area Network. Apart

from these, the DC is also equipped with 2 San Storage devices and 2 Tape Back-up devices. The DC

corresponds to Tier-II DC standards. Major applications hosted in DC are HRMS, OSS(Off site

surveillance), CLMAS(Centralized Loan Management and Accounting System), Corporate Intranet

Web Portal (Nabnet), DCMS(Data Collector Management System) and Databases related to desktop

based applications such as InstAccount, IOMS, RIF, etc.

3.2. Disaster Recovery Site

NABARD has a Disaster Recovery (DR) Site on a Co-location model in Faridabad, Haryana. All critical

IT Services are provisioned for delivery from DR.

3.3. Corporate Network

Our Bank has a Wide Area Network (WAN) through a MPLS cloud services from BSNL amd a

redundant service from M/s Airtel. Every RO of the Bank has its own local network (LAN) and 1-2

servers for their local needs. ROs have their independent internet connectivity. Further, all these

LANs are connected to the WAN. All the centralized applications hosted in DC located at HO, can be

accessed through the corporate WAN. Some of these applications can also be accessed through

Internet.

At Head Office: HO LAN consists of about 900 devices. Logically this LAN comprises of 9 VLANs which

are connected through Edge-room switches and core switches in a "Star" formation. Further, there

are two 32 MBPS Internet leased lines (totaling 64 Mbps) for accessing Internet and providing

Internet based services from our DC.

At Regional Offices: The LAN at ROs consists of all the devices of the RO. The size of the LAN depends

upon the size of the RO. The bigger ROs have about 250 devices on their network. Further, each RO

has an independent Internet Broadband line ranging from 1-2 MBPS as per their requirement.

P a g e 25 | 129

3.4. Firewall for All ROs

At present, only HO LAN is protected by a perimeter level firewall. With the advent of MPLS based

WAN, it is imperative that the LANs of all ROs should also be protected through a perimeter level

dedicated firewall. Accordingly, Unified Threat Management (UTM) has been implemented across

all ROs which is being managed and administered remotely from a central location in the HO.

3.5. Network Devices

Type of Device Number of Devices Remarks

Routers 34*2 +4 = 72 34 routers in each RO and 4 at DC

Switches 50+10 = 60 50in RO’s (All L2 switches)and 10

in HO

Modem 35

Perimeter Firewall 2 Only in HO

Firewall - UTM 32*2 +4 = 68 At HO and all ROs/TEs

3.6. Services

At present, NABARD has few IT services like AMC for Computers and Peripherals at HO and FMS for

Domain Services which includes Endpoint Security (Only PCs) through two separate Service

Providers. Each Regional Office has a separate AMC for Computers and peripherals at local level. As

of now, NABARD does not have any single vendor for providing comprehensive IT Services.

4. Scope of Work

4.1. Project Objectives and Requirements

NABARD is interested in introducing a comprehensive IT service management (ITSM) in the Bank for

delivering and managing various IT Infrastructure Services in the Bank. The approach towards

delivery of these services should follow ITIL v3 framework standards. Bank intends to introduce the

following IT Services:

P a g e 26 | 129

Service

Components

Service Area

(HO) (RO)

Business Model

(For Systems and

Applications used for

Management)

1. AMC for Computers

and Peripherals

Yes Yes OPEX

2. Desktop

Management

Yes Yes OPEX

3. Asset-Configuration-

License

Management

Yes # Yes OPEX

4. Patch Management Yes # Yes OPEX

5. Domain Services

Management

Yes # Yes OPEX

6. File Services

Management

Yes # Yes *

7. Storage

Management

Yes # Yes OPEX

8. Data Center and

Server Management

Yes # Yes OPEX

9. Network

Management

Yes # Yes OPEX

10. IT Security

Management

Yes # Yes OPEX ((End-point Security

– McAfee; Network

Security –

Checkpoint/Sonicwall)

are already available

NABARD)

11. DBA(Oracle and

MSSQL)

Yes # Yes *

12. Vendor

Management

Yes # Yes OPEX

13. Help/Service desk

Management

Yes # Yes OPEX

* No separate toolsets are needed to manage these services. Please refer to the Scope of Work for

clarifications.

# All these FM Services have to be done by the onsite AMC engineer in all ROs/TEs.

P a g e 27 | 129

The ITSM services for above said service components has to be delivered in a hybrid model under

ITIL v3 framework as per the prevalent industry standards. In order to deliver these services NABARD envisages the deployment of following resources at various locations.

1. HO onsite engineers – As per Bank’s understanding a total of 15 engineers with necessary skillsets

as indicated the Appendix III. However, the bidder is expected to propose a suitable team structure, composition and number of engineers.

2. RO onsite engineers – At least one engineer at all locations. 3. Global shared resources of the Vendor - The bidder is expected to propose a suitable team structure,

composition and number of engineers at Service Operations Center (SOC) to meet the required SLA. Bidder is supposed to recommend the team size required at HO after doing a complete study of the RFP document.

At all other 34 ROs/TEs locations, full time onsite engineer has to be placed. He will be responsible

for delivery, Management of all above said service components.

NABARD would like to avail these services in a managed service model through a single vendor. All

necessary tools (software and licenses) necessary for the administration and management of all the

service components should be provided as mentioned above.

Service period: NABARD intends to avail these services for a period of 3 years with a provision to

extend it for another 2 years at the same cost.

All the service monitoring and management tools must be deployed in cloud of the Service

Provider (SP). Monitoring and Management Tools should be available to both onsite and offsite

teams for delivery of these services. The Cloud Data Centre of the vendor should be located in India.

The connectivity between NABARD DC and Bidders Cloud tools need to be proposed as a part of

the whole solution being offered by the bidder.

The activities like capacity planning, architecture re-designing (for DC and Network) etc. must also

be provided for all the above services.

A suitable mechanism for setting priority for critical events on the basis of service impact and user

groups (VIP users) should also be provided for all these services.

5. Detailed Requirements

5.1. Annual Maintenance Contract (AMC)

1. The period for maintenance will be 3 years with a provision to extend it for another 2 years at the same cost.

2. The type of maintenance will be Comprehensive on-site services. The type of maintenance will be fully

comprehensive on-site including repair /replacement of parts or full item in case not repairable with

P a g e 28 | 129

same or better configuration / technical specifications. Maintenance Services shall consists of

preventive and breakdown maintenance of computers, laptops, printers, CD-Writers, Scanner/

Plotter and Network hardware (Switches, NT boxes, modems) etc. at all NABARD locations.

3. If ‘End of Service Life’ (as mutually agreed between NABARD and the Service Provider) of an asset

falls in between any quarter during contract period, Service Provider will intimate NABARD at least

3 months in advance for replacement of the same. However Service provider shall continue to

provide AMC and FMS for these items till NABARD replaces with new items.

4. If NABARD acquires new IT asset(s) after the start of this contract and after the expiry of essential

warranty period bank decides to go for the AMC of these items with service provider, rate for the

same will be determined based on the unit rate already decided for the similar other item.

5. At any stage of the contract, NABARD reserves the right to terminate the AMC for any of the

item(s), with due prior notice of 30 days to the service provider. Service provider shall raise invoices

for all the subsequent quarters after deducting the AMC charges for the items taken out of AMC.

6. The current timings for providing AMC services are given below. It is possible that these timings

may change in future, but the total working hours will be 9 on weekdays.

7.

The service segment can be split, if need be into critical and non-critical services for the

purpose of round-the clock on-site monitor.

The complete inventory of all the IT Assets / Equipment which are to be managed and services

are given in the Appendix V

8. The Service Provider (SP) will have to provide support for all computer hardware, software and network

related calls as logged by NABARD. SP will be responsible for troubleshooting and resolution of the entire

field of related calls and report them back to Central Helpdesk.

9. The SP will undertake to maintain highest service standards as per good industry practice. The Bidder

will arrange for qualified and experienced resident engineers to meet the above mentioned service

levels. For successful implementation and smooth functioning of the operations, personnel with

appropriate skills, aptitude and experience would be deputed at NABARD offices. Vendor shall submit

resumes of engineers to be deployed at NABARD. NABARD would have the right to accept / reject the

proposed personnel. Also, if any personnel were to quit then handholding would be necessary with

suitable replacement with prior notification to NABARD.

10. The Vendor will provide on-site maintenance services. Vendor should provide equivalent or higher

stand-by PC/Printer/Notebook Computer/Networking equipment in case the problem is not resolved

within 8 working hours at Corporate Office, Mumbai and 12 working hours at Regional Offices Branches.

The stand-by PC/notebook computer should be installed with Windows 7 /8.1 or higher version of OS

WORKING DAY TIME FROM* TIME TO*

Monday to Friday 9.00 AM 6.00 PM (or as required)

Saturday / Sunday / Holidays As required As required

P a g e 29 | 129

with required applications for the concerned user to carry out his day-to-day work. Vendor shall provide

all essential tools, service kit and testing toolkit needed for maintenance of the computer systems.

5.2. Desktop Management

5.2.1 Desired Functionalities of the Tool:

1. The desired desktop management solution must provide standard software support for end-users for

remote installation, configuration and troubleshooting of the operating system and other standard and

application software’s deployed at various systems in Head Office as well as Regional Offices. Standard

software’s will include

(i) Operating Systems

(ii) Driver software

(iii) Office Productivity Tools like MS-Office, Tools for bilingual solution etc

(iv) Mail messaging clients

(v) Other front-end applications used by NABARD e.g., InstAccount, Inward Outward Management

Systems (IOMS) etc.

(vi) Backup and restore options from the common repository (File Services), if need be should also be

carried out.

(vii) Other third party applications as may be required from time to time for NABARD’s operations.

2. The solution must be able to automate regular desktop management routines like automated

maintenance (cleaning up file system debris, defragmenting drives, running malware scans, etc.), backup,

installing patches, distributing software, managing software licenses, monitoring software usage statistics,

monitoring Acritical system parameters like CPU, disk and memory utilization, managing USB device usage,

taking control of remote desktops etc.

3. The tool must provide an interface for users to raise their concerns/service requests to the service

provider.

Required FM Services

1. Capable of installation, configuration and usage of the above-stated Desktop Management Tool.

2. Taking control of remote desktops using the above said tool.

3. Remote Management of Desktops – installation, configuration and troubleshooting of operating

system, Anti-virus and all user applications in the desktops/laptops.

4. Remote installation of patches

5. Routine maintenance of PCs (e.g., cleaning up file system debris, defragmenting drives, running

malware scans, etc.)

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6. Taking back-up while configuring new systems.

7. Guiding the end-user to take backup of data stored in their PC.

8. Guide and direct users to relevant desk/department/individuals in case support required is not

under scope of deliverables by the service provider.

9. And carrying out related activities.

Special Note: Desktop management services are required to be provided for IT equipment (i.e. PC, Printer,

scanner, Internet etc.) at the residences of senior executives at all locations.

5.3 Asset/Configuration/License Management

Desired Functionality of the Tool:

The desired asset-configuration-license management solution must be capable of doing the

following activities:

(i) Asset Inventory: Capable of maintaining an asset inventory with identified owners. The inventory

must account for all systems in NABARD. Also all management activities of the inventory should

be supported by the solution.

(ii) Tool should have a provision for IT Asset tagging so that the asset can be monitored and managed

throughout its life cycle.

(iii) Identifying the Configuration Items (CIs): using auto-discovery that can identify the assets

(deployed at Head Office as well as at Regional Offices) by polling them. CIs will be stored in a

Configuration Management Database (CMDB).

(iv) Planning the configuration management activities

(v) Configuration control: controlling the changes done at CMDB. These configuration changes must

be accurate and authorized by the right people.

(vi) Status Accounting and reporting of all assets, configuration changes, licenses, disposals, etc.

(vii) License Auditor: The auditor tool runs over the Bank’s network, and identifies the deployed

licenses across all systems of the network. The tool deploys its agents across all systems and in

turn, these agents report the installed licenses to the central engine, which consolidates the total

licenses residing on the network. An auditor tool which is capable of connecting through APIs

with the software asset management tool should be preferred.

P a g e 31 | 129

(viii) Assets like Laptops/Notebooks are also required to be tagged, configured and managed through

the system.

Special Note: This asset-configuration-license management solution will work in sync with the Desktop

Management Solution stated above. It will provide the important feed to the Desktop Management

Solution about the timely configuration/patch updates. Once these updates are completed by the

Desktop Management Solution, it should report the status back to the Asset and Configuration

Management Solution.


1. Capable of installation, configuration and using the above specified asset-configuration-license

management tool(s).

2. Should maintain the Catalog of software and hardware from all major OEMs/Principals and should

update the signature for the same on periodic basis. The update periodicity should be as per

industry norms.

3. Managing configuration management data base (CMDB).

4. Initially, complete inventory of all IT assets in the Bank has to be taken up independently with relevant

tools and the same has to be shared with the Bank.

5. The same exercise has to be taken up every quarter to identify the addition and deletion of IT assets in

the Bank.

6. Capable of Configuration item (CI) identification, planning and controlling configuration changes

7. Capable of configuration change report generation

8. The service provider will do the lifecycle management of the licenses including initiation of

procurement request, after purchase allocation, de-allocation, license renewal, license pool

management.

9. Software Licenses Tracking & Management – This includes number of licenses for particular software

which NABARD has purchased, how many have been deployed, what is the entitlement etc.

10. Should support management of multiple licensing models based on User, Machine, IP, Core etc.

11. And carrying out other related activities.

5.4 Patch Management

Desired Functionality of the Tool

NABARD has currently deployed Microsoft Windows Server Update Services (WSUS) for patch

deployment on Windows (Intel-based) Servers and Desktop across NABARD offices using a single hub-

and-spoke model. Patches on UNIX Servers and other devices like security devices, secure gateway are

applied individually by the OEM/Project Owner/SI.

P a g e 32 | 129

A suitable Patch Management tool, instead of WSUS is needed which helps to deliver the desired

services. It should have the capability to monitor and assist in the delivery of updates to non-windows

systems as well.

This tool will have following functionalities:

1. Detect: Scanning systems in the network for missing security patches. The detection should be

automated and will trigger the patch.

2. Assess: If necessary updates are not installed, determine the severity of the issues addressed by the

patch and the mitigating factors that may influence your decision. By balancing the severity of the

issue and mitigating factors, the user can determine if the vulnerabilities are a threat to the current

environment.

3. Acquire: If the vulnerabilities are not addressed by the security measures already in place,

downloading the patch for testing.

4. Test: Installation of the patch on a test system to verify the ramifications of the update against

production configuration.

5. Deployment: Deployment of the patch to production computers (may be through Desktop

Management application). It should not affect the applications. Rollback and backup restorati on

should be possible, if needed.


The FM service staff should be capable of installation, configuration, and using of above stated patch

management tool and perform the following activities:

1. Assist, Develop, Manage and Monitor suitable Policies, Procedures and deployment strategy for

Patch Management.

2. Maintain an up-to date plan for deploying and managing patch management.

3. Install and test patches and updates in Test environment provided by NABARD and after approval

roll-out in the client computers

4. A practical and up-to date roll back plan has to be adopted in case of failures.

5. Raise Change Management for deployment of patches or updates.

6. Schedule shutdown of production system and inform users before applying patches, updates to

Servers.

7. Implement patches as per approved deployment strategy.

8. Follow up and co-ordinate with OEM/ 3rd party support vendors for patch deployment on non-

windows devices.

P a g e 33 | 129

9. Build a suitable backup and disaster recovery procedure for maintaining 100% availability of the

Patch Management Server and resources.

10. Report on installed and missing patches

11. Removal of Software and service packs in case of need and Roll back of patches and s ervice packs in

case of need

12. Capability to identify the devices where patches are applied but not yet activated (pending restart)

13. A quarantine area has to be maintained for isolating the devices that are not patched up/updated

with requisite updates.

14. And carrying out other related activities

5.5 Domain Services Management


1. The desired Domain Services Solution will have a domain controller. It authenticates and authorizes

all users and computers. It assigns and enforces security policies for all computers.

2. Additional Domain Service Controllers should be there to handle a solution, if main server is not

reachable.

2. It also must facilitate single sign-on. Users may like to use several services or resources using only one

set of credentials stored at a central location, as opposed to having to be granted a dedicated set of

credentials for each service.

3. It also must incorporate an access right management service. It uses encryption and a form of

selective functionality denial for limiting access to documents such as corporate emails, web pages, and

other important documents, and the operations which only authorized users can perform on them.

4. Moreover, this solution must establish an on-premises public key infrastructure (PKI). It can create,

validate and revoke public key certificates for internal uses of an organization. These certificates can be

used to encrypt files, emails, network traffic (when used by VPNs, Transport Layer Security protocol or

IPSec protocol).

Special Note: The Desktop Management Solution as stated above should consult with this Domain

Services Management Solution before installing/updating any softwares/patches in any of the systems.


The FM service staff must be capable of installation, configuration and using the above stated Domain

Service management Tool and perform the following activities:

1. Existing Domain Server and User Admin have to be managed effectively with the help of suitable

tools.

P a g e 34 | 129

2. The service should include plan, design and set up of additional controllers/forest during the

contractual period.

3. Should co-ordinate, guide and assist in integrating any other systems for SSO and also digital

certificate.

4. Root domain administration by creating the root and sub-domains and setting the root level security

policies such as authentication mechanisms (single/multi factor), password policies such as

password length. Password complexity, password expiry, account lockout policy, certificate policies.

IPSEC policies etc.

5. Administrative support for user registration, creating and maintaining user profiles, granting user

access and authorization, providing ongoing user password support, and providing administrative

support for print, file, and directory services.

6. Periodic reviews of domain level rights and privileges

7. And many other similar activities.

5.6 File Services Management

A Windows File Server is being used in NABARD with specific usage space for departments. The same

setup has to be managed by the vendor. In future, if NABARD chooses to expand this facility to all

regional offices, the vendor should support this. A new ECM (Enterprise Content Management) is being

introduced in NABARD which will cater to store and manage all official documents.

Desired Functionalities of the File Server

A file server provides a central location for storing and sharing files across the network. When many

users require access to the same files and data, the file server should be configured in the domain. It

must be able to perform following roles:

1. Share and storage management: This console allows administrators to manage shared folders and

allows users to access shared folders over the network.

2. Distributed File System (DFS): Provides tools and services for DFS Namespaces and Replication

services.

3. DFS Namespaces: Allows user to group shared folders located on different servers into one or more

logically structured namespaces. Each namespace appears as a single shared folder with a series of

subfolders.

4. Replication: Allows to synchronize files/folders on multiple servers across the network.

P a g e 35 | 129

5. File Search : Fast file search capabilities

6. Indexing service: Allows indexing of files and folders for faster searching.

7. The access to files should be based on User Rights controlled by Domain Services.

Required FM Service

1. The FM Service staff must be capable of installation, configuration and management of the above

stated file server.

2. Replication of the files/folders and capable of handling the File Services Management functional ity.

5.7 Storage Management

Desired Functionalities of the Tool

This tool should provide following capabilities:

1. Maximizes storage utilization across heterogeneous platforms

2. Increases operational efficiency with a storage manager that offers end-to-end visibility and

centralized control

3. Supports data deduplication, single instancing and compression

Required FM Service

The FM service staff must be familiar with setting up, configuration and usage of the prescribed

storage management environment and is required to carry out the following activities:

Incident Management

1. Development of storage management policy, configuration and management of disk array, SAN

fabric / switches, NAS, tape library, etc.

2. Configuration of SAN whenever a new application is hosted on the SDC. This shall Include activities

such as management of storage space, volume, RAID configuration, LUN, zone, security, business

continuity volumes, NAS, performance, etc

3. Monitoring service availability, resource usage

4. Troubleshooting system alerts with knowledge base

5. Network reachability

6. Administer SAN storage arrays and SAN fabrics and Participate in SAN on-call rotation

P a g e 36 | 129

Problem Management

1. Closure of incidents effectively.

2. Liaise with service providers for escalation and Root cause analysis.

3. Preparation of Preventive Maintenance calendar and configuring replication.

4. SAN / NAS access control review.

Performance & Audit Management

1. Monthly / Fortnightly incident analysis.

2. Audit of administrator accounts.

3. Preparation of capacity planning report.

Backup Management

1. Performing backup operations for the servers as per the defined backup strategy.

2. Ensuring proper storage and handling of media to prevent data loss.

3. Conducting restoration drills with sample backed-up data on a quarterly basis to confirm data

integrity.

4. Maintaining log sheets of backups taken.

5. Implementing best practices on backup.

5.8 Data Center and Server Management

Desired Functionalities of the Tool(s)

1. Locate, visualize, and manage all the physical assets within an integrated single pane view

1. Automation of commissioning new equipment

2. Automation of capacity planning for immediate, distant future, the forecasting should cater both in

terms of up keeping of performance levels and health of the product through its life-cycle.

3. The forecasting should cater both in terms of up keeping of performance levels and health of the

product through its life-cycle.

4. Device auto-discovery

5. Performance monitoring

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6. Diagnostic testing

7. Audit trail

8. Power management

9. Reporting energy consumption, energy costs, and carbon footprint

10. Patch management, upgrades to the systems.

11. Environment and Air Conditioning (Cooling) Management


FM Service staff should be capable of installation, configuration, and usage of the prescribed tool.

Additionally, key points of expectations from the personnel are:

1. Regularly monitor and log the state of environmental conditions and power conditions in the

Datacenter.

2. Basic assessment of Data Center in terms of cooling, power, positioning of racks &other hardware

etc. on an annual basis. The SP shall be required to do first such assessment and submit a report

thereon within a period of 2 months from the date signing of contract.

3. Coordinate with NABARD and 3rd party vendors to resolve any problems and issues related to the

Datacenter & DR Site environment conditions. Power, air-conditioning, UPS, LAN, Servers,

racks, fire, water seepage, dust cleanliness, implementing any changes, layout of infrastructure

within the Datacenter & DR Site etc.

4. Suggest/Assist NABARD on best practices of the industry which might be required to be

implemented in Data Center,

5. Maintain onsite inventory of spares for critical equipment wider AMC/ warranty with the service

provider so as to ensure minimal downtime.

6. Patch management, upgrades to the systems.

7. Maintenance of log registers for visitors inside the Data Center.

8. Implementation of IT Security policies and compliance pertaining to Physical Security equipment

in the DC.

9. Adherence and maintenance of the access controls employed by NABARD.

10. High Availability Architecture for Servers, Data-bases, Network devices required

11. Maintenance of log registers for visitors inside the Data Center.

12. Maintain high server availability through active performance monitoring and low impact, on-

demand remote management services.

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13. Installation, configuring, hardening, trouble shooting of operating system as well as hardware

components

14. In case of repetitive hardware failure (three times in a period of three months) during warranty

and AMC period, FM should ensure that they are replaced by equivalent new equipment by

vendor at no extra cost to Bank

15. Capacity planning and life cycle management of servers.

16. And other related activities.

17. Manage Virtualized environment.

The detail skills are given below:

VMWare (Virtualization) skill set requirements:

Knowledge and administration of industry leading virtualization software / technologies.

Knowledge of VMware ESX 5.1, 5.5, 6.0, vCenter 5.0, 5.1, 5.5, 6.0.

Design and develop service virtualization framework.

Configure, deploy and support VMware ESXi and vCloud/vCAC infrastructures on Cisco UCS and

similar hardware platforms

Define best practices, processes for service virtualization.

Maintain and configure Service Virtualization tool.

Troubleshoot the issues.

System installation and maintenance of Windows, and Linux systems.

Windows, Linux, and VMware administration.

Knowledge of data center operations.

Administration of DNS (IPAM), SMTP, FTP, SSH, LDAP, and NFS services.

Patch management, upgrades to critical systems.

SAN/NAS storage systems knowledge.

Hardware, software and network troubleshooting.

Understanding of new business initiatives and the implementation of technologies to facilitate them.

Manage systems to achieve 24x7 availability.

Work closely with the storage, network and development groups to ensure business continuity.

Conduct trainings, mentor and coach teams on Service Virtualization

VMware VCP 5.0 certification or higher (VCP55 and/or VCAP)

5.9 Network Management Services

Desired Functionalities of the Tools

1. Network device discovery

2. Network device monitoring

3. Network Performance Analysis

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Bandwidth Utilization

Latency

Jitter

Availability & uptime of routers/switches

4. Maintaining and analyzing logs of switches, routers.

5. Generating reports of the status of the network, switches and routers.

6. Generate notifications – Configuring alerts viz. emails, sms etc.

7. IP Address Management

8. Trouble Shooting Capabilities

9. Configuration Management

10. Switch / Port Management

11. Network Mapping

12. The NMS should provide a robust event correlation engine.

13. System should be able to generate web-based reports.

14. NMS should support monitoring/managing of SNMP v1, SNMP v2 or SNMP v3 based devices.

15. The NMS shall support automatic event correlation, in order to reduce events occurring on such a

large network, on events arising due to any of the following, Frame Relay, Cisco HSRP status, Pair

wise events (ex: Link up/down) chassis, Intermittent status, Node interface, Multiple reboot, De-

duplication Physical address mismatch, Authentication failure, Connector down, Scheduled

maintenance.

16. The provider has to integrate, NMS systems with the help desk for proactively logging calls

dynamically by the system for installations such as link down, link up and equipment failure, if any.

17. Receiving threshold crossing events (for example, counters that reach preset levels)

18. Real-time collection via trend analysis of selected managed objects like CPE or PoP interface

19. The vendors shall present reports in HTML format and design report formats whenever required.

The provider chooses either a single HTML page with customized data or a separate HTML page.

The portal’s HTML pages, automatically customizes them for each user, serves the HTML pages

when requested.

20. The security responsibilities of an NMS consist of protecting the network devices and the associated

managed objects, which may include enforcing authentication and authorization features across

the network. The security capability should also verify that the network and its traffic are sec ure

from unauthorized access.

21. Authorization feature allows users to perform different activities based on their role.

22. Security Management shall generate Security related Alarms. Alarms can be generated

corresponding to various security breaches such as user authentication failure, ping flood attack,

syn flood attack, port scan attack and common/uncommon vulnerabilities of MPLS Technology etc.

23. The vendor shall manage MPLS network faults using fault management, which can be achieved by

status polling, and receiving traps by the NMS. The NMS shall be able to generate alarms for the

following conditions

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CPE Status

Fan, power supply failure

Low memory

CPU Utilization

IP VPN Tunnel status CPE and PoP

VPN Tunnel up

VPN Tunnel down

VPN Tunnel Modified/Removed

OSPF-flooding

24. Real time web based reports should be provided to NABARD.

25. MIS reports on the various performance parameters at periodic intervals.

FM Services

FM service staff must be familiar with all the above mentioned functionalities of Network

Management Services and should broadly carry out the following responsibilities :

1. Monitoring

1. Monitoring of the main/backup Links and reporting

2. Monitoring of Bandwidth utilization, latency, packet loss etc.

3. Monitoring of Traffic Pattern over WAN

4. Follow up with Regional Offices for connectivity related issues

5. Monitoring of L2 /L3 switches.

6. Monitoring Jitter, Latency, Availability, Bandwidth usage

7. Managing existing Firewalls, UTM, and VPN Services.

2. Incident Management

1. Call logging and co-ordination with MPLS VPN service provider for restoration of link

2. Co-ordination with MPLS VPN service provider for ensuring backup Inks are made operational in

the event of failure of primary and secondary links

3. Follow up with Service Provider to get detailed RFOs/RCA.

4. Prepare the Link wise outages and calculate the SLA Report to enable processing of the Service

Provider Invoices

5. Prepare the Detailed payment note for due processing depending on SLAs.

3. Configuration Management

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1. Configuration of L2 switches for administration and L3 Switches for VLAN creation / hardening

etc.

2. Installation & Upgrade of switches as and when provided by the OEM/SI.

3. Changing configuration based on NABARD requirement and follow-up with MPLS VPN service

provider for application of same on all routers.

4. Maintaining / Updating the WAN diagram at all locations/offices in co-ordination with NABARD

IT team and Local Service Provider

5. Maintaining complete inventory of network hardware along with interfaces. IP address, Device

OS version etc.

4. Reporting

1. Maintenance of daily/Weekly and monthly uptime report.

2. Collection of daily / weekly and monthly uptime/downtime report from MPLS VPN service

provider.

3. Verification of daily report with the fault ticket generated by the MPLS VPN Service provider.

4. Cross verification of daily report with weekly and monthly report and calculation of uptime /

downtime.

5. Co-ordination with MPLS Service provider for the replacement/up keep

6. Maintenance of defective Networking Hardware/Software (Like Routers. Modems. Switches

etc.) and escalation, if necessary.

5. Advisory Services

1. Advisory services for revamping networks and introducing new network devices and services

are also needed.

2. Periodic review mechanism should also be introduced for service improvements in this work

area.

5.10 IT Security Management

Desired Functionalities of the Tool(s)

IT security management is a vast area involving logs at various devices including, firewalls and

other security devices, password management, change management, etc. Hence, the required

functionalities have been grouped under several categories as follows:

A. IT Compliance and Log Management

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A suitable Syslog Server has to be incorporated with the following capabilities:

(i) Collects logs from heterogeneous sources

(ii) Decipher any log data regardless of source and log format

(iii) Rue-based event correlation for proactive threat management

(iv) Pinpoints breach attempts, insider threats, policy violations, and more without any manual

intervention

(v) Generate pre-defined compliance reports for event logs and syslogs to meet various standard

compliances like PCI DSS and etc.

(vi) Facilitates to create custom reports for new compliance to help comply with growing new

regulatory acts demanding compliance in future.

B. Firewall Security and Configuration Management

(i) Centrally collect, analyze and archive logs from all security devices

(ii) Automate compliance audits with reports for regulatory mandates such as PCI-DSS, ISO 27001,

etc.

(iii) Generate firewall security audit and device configuration analysis reports

(iv) Get instant notification on ‘who’ made ‘what’ changes, ‘when’ and ‘why’ to firewall

configuration

(v) Change management reports to get a complete trail of all the changes done to firewall

configuration

(vi) Monitoring Internet usage (overuse and misuse) of employees

(vii) Monitoring outgoing traffic through the proxy, obtain details on user generating traffic,

website access and bandwidth consumed

(viii) Real-time notification when a user tries to access restricted sites

(ix) Network traffic monitoring to get instant notifications upon sudden spike in bandwidth

(x) Analysis of which user or network activity is consuming more bandwidth with interface-wise

life bandwidth usage reports

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(xi) Getting detailed information on all possible network attacks and security breaches in

organization’s network

(xii) Knowing which viruses, malware, BOTs, APT, etc are active on the network, the hosts that are

affected and more; Searching logs and report generation based on search results

(xiii) Identifying highly used firewall rules which can be optimized to enhance network security

(xiv) Identifying unused rules and/or modifying/removing them to improve firewall performance

(to comply with all IS policy requirements of GoI/CISO)

(xv) All important GoI and Industry websites needs to be monitored regularly for various policy

updates and with suitable approval from IT team of the Bank all necessary and suitable policies

should be applied by the SP.

C. Privileged Password Management

(i) Storage and organization of all privileged identities in a centralized vault

(ii) Secure sharing of administrative passwords with the members of the team with need basis

(iii) Automatically resetting of passwords

(iv) Controlling access to IT resources based on roles and job responsibilities

(v) Auditing of all privileged accesses and complete recording of all actions

D. Network Behavior Anomaly Detection

(i) Monitoring network security in real time

(ii) Monitoring internal and external threats

(iii) Classifying threats into various categories (e.g., DDoS, Scan/probe, Suspect, etc )

(iv) Carrying out detailed forensic investigation

(v) Sending alert notification via Email or SMS

E. Email Server Change Audit and Reporting

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(i) Tracking incoming and outgoing email message, monitoring mailbox size, performing traffic

analysis and filtering spams

(ii) Monitoring user logon patterns

(iii) Keeping tabs on mailbox property changes such as quota changes, size restriction changes,

activated mailboxes, deactivated ones.

(iv) Presenting the above reports in an easily comprehensible format, such that even technically

naïve users can interpret.

F. Active Directory Management and Reporting

(i) Automatic routine AD management and reporting activities for AD administrators

(ii) Facilitates creation, management, and deletion of AD objects in bulk.

G. Self-Service Password Management

(i) Allows users to reset or change their passwords and unlock their accounts, without IT

intervention

(ii) Reminds users automatically about soon-to-expire passwords by email or SMS

(iii) Allows users to update their profile details, like contact details in Active Directory.

H. Network Configuration Management

(i) Managing configurations: Backup device configurations, maintain history, compare versions

and upload changes – all from a centralized GUI

(ii) Taking control of changes: Monitoring configuration changes, get instant notifications, and

preventing unauthorized changes

(iii) Ensuring compliance: Define standard practices and policies and automatically check device

configurations for compliance. Generate reports on compliance status.

(iv) Automating all repetitive, time-consuming configuration management tasks. Applying

configuration changes in bulk to multiple devices.

(v) Recording sessions: Getting complete record of who, what and when of configuration

changes. Recording actions, archiving.

I. Active Directory Backup and Recovery

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(i) Automated incremental backup of Active Directory Objects

(ii) Change tracking to undo changes

(iii) Detailed version management to each attribute change

(iv) Provision to roll back Active Directory to an earlier state


The FM Service team must be capable of performing the above stated activities using the prescribed

tool(s). Some more key activities are:

1. Monitoring Status of security components and alerts, ports on firewalls

2. Monitoring Bounced Messages

3. Spam database update status

4. Monitoring Service Status (Up & Running),

5. Virus Alerts from Critical Servers

6. Logging security incidents

7. Assigning severity to the Incidents logged based on the definition.

8. First level analysis (investigating problems) and closure of known and low priority security incidents.

Logging Problem Ticket for unresolved Incidents

9. Sending Security Alert messages on newly found vulnerabilities

10. Monitoring of various devices / tools such as firewall, intrusion detection, content filtering and

blocking, virus protection, and vulnerability protection through implementation of proper patches

and rules.

11. Maintenance of an updated knowledge base of all the published security vulnerabilities and virus

threats for related software and microcode, including, but not limited to, operating systems, solution

servers, web servers, databases, security solutions, messaging solutions, etc.

12. Implementation of Change and Release Management

13. Installation of security patches & bug fixes

14. System health checks for all security devices

15. Vulnerability scanning

16. Adhering and Implementing guidelines and policies(BS7799)

17. Defining Rules in line with the security policy.

18. Responding to events and fixing vulnerabilities in IT infrastructure (like IPS, Checkpoint logs)

19. Implementation of Firewall exclusions

20. Ensuring that patches / workarounds for identified vulnerabilities are patched / blocked

immediately.

21. Respond to security breaches or other security incidents and coordinate with respective OEM in case

of a new threat is observed to ensure that workaround / patch is made available for the same.

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22. Maintenance and management of security devices including but not limited to maintaining Firewall

services to restrict network protocols and traffic detecting intrusions or unauthorized access to

networks, systems, services, applications, solutions or data protecting email gateways, Firewalls,

servers from viruses.

23. Periodic reviews of domain level rights and privileges

24. Modifying access permissions and adding new access permissions of security policies on existing

firewall.

25. Up-gradation of the firewall and IPS devices.

26. Signature update for IPS device.

27. Configuration backups for all security devices

28. Syslog server configuration & management including review of logs.

29. Managing / monitoring the IDS/IPS tool and policies as per guidelines of NABARD.

30. Modifying the policy for IDS/IPS/Firewall based on observed trends / security lapses.

31. Changing network address translation rules of existing security policies on the firewall.

32. Adding new network address translation rules on security policies on existing firewall.

33. Diagnosis and troubleshooting of the problem faced on firewall and faced by the IDS/IPS.

34. Managing / monitoring the IDS/IPS tool and policies

35. Periodic / Critical reporting to NABARD officials based on Firewall / IDS / IPS activities

36. Managing configuration and security of Demilitarized Zone (DMZ)

37. Alert / advise NABARD about any possible attack / hacking of services, unauthorized access / attempt

by Mental or external persons etc.

38. Resolution and restoration of services in case of any possible attack and necessary disaster

management

39. Shutdown of critical services to prevent attack (internal or external)

40. Advise NABARD in improving network/Data Center security to protect NABARD's data / information

from both internal and external persons/attack.

41. Resolution and restoration of services in case of any possible attack and necessary disaster

management.

42. Root domain administration by creating the root and sub-domains and setting the root level security

policies such as authentication mechanisms (single/multi factor), password policies such as

password length. Password complexity, password expiry, account lockout policy, certificate policies.

IPSEC policies etc.

43. And other related essential activities to ensure that the functionalities of IT Security.

The Perimeter Security requirements i.e. Checkpoint are given below.

5.11 Checkpoint Security Requirements

The Checkpoint IT Security Engineer should be skilled to carry out the following areas and should be

a Check Point Certified Security Administrator (CCSA).

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Install the security gateway in a distributed environment

Configure rules on Web and Gateway servers

Create a basic rule base in Smart Dashboard and assign permissions

Schedule backups and seamless upgrades with minimal downtime

Monitor and troubleshoot IPS and common network traffic

The Security FM Engineer should be capable of the following:

Be prepared to defend against network threats

Evaluate existing security policies and optimize the rule base

Manage user access to corporate LANs

Monitor suspicious network activities and analyze attacks

Troubleshoot network connections

Protect email and messaging content

5.12 Data Base Administration


Tools are required to perform administration functionalities on Oracle and MSSQL database. The

following functionalities are expected from the tool :

1. Database monitoring

(i) Creating user-specific SQL or PL/SQL metrics with warning notification

(ii) Execution of user-specific scripts on Windows platform

(iii) Creating customized SQL reports with email notification

(iv) Dynamic visual indication of problems in the console

2. Instance access to the following information

(i) Size of databases

(ii) Free space in table spaces

(iii) User table spaces, spaces occupied by objects

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(iv) Object/system privileges of users/roles, reasons of granting

(v) List of roles/privileges granted according to a certain document

(vi) Description of users, their passwords, reasons for creation

(vii) List of scripts in a specific database and their purpose

(viii) Technical documentation of any database

(ix) Log of actions/crashes/incidents in any database

(x) And other related areas.

3. Log of database changes

(i) Date of creation/deletion of users/roles, log of privilege changes

(ii) Time of granting/revoking privileges, reasons for granting

(iii) Table space sizes

(iv) Time and date of database objects creation and deletion

(v) History of database operations performed in the system (e.g., granting of privileges, creation

of table spaces, etc.)

(vi) Connections to the database, with names of computers and solutions

(vii) And other related areas.

4. Automation of routine operations

(i) Moving of tables. Automatic detection of available table spaces for moving

(ii) Automatic rebuilding of indexes invalidated during the moving of tables of their partitions

(iii) Quick creation of table spaces, automatic naming

(iv) Adding and resizing files, automatic naming

(v) Splitting, exchange and removal of table partitions. Support of partitioning by various criteria

(dates, interval).

(vi) Granting and revocation of system or object privileges using lists

(vii) User creation and editing

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(viii) And other related areas.

5. Storage of documents and descriptions

(i) Storage of database descriptions, their versions, paths, etc.

(ii) Descriptions of users and their passwords stored in an encrypted form

(iii) Comments to the privilege being granted (including the preferred revoking date to be

monitored)

(iv) Comments to database files, table spaces, warnings

(v) Action, crash or incident logs for each database

(vi) Descriptions of SQl and OS scripts, their relation to bases and hosts

(vii) Technical and work documentation on any database

(viii) And many more.


The Data Base Administration (DBA) FM service should be familiar with above stated DBA

activities. Some more important activities include:

1. The DBA services shall cover existing production, testing & development DB environments that

are in the organization at all locations.

2. New DB implementation & support as well

3. Includes Support & Services for Microsoft SQL 2008 R2, Oracle 11g & above versions

4. End-to-end management of databases on ongoing basis to ensure smooth functioning.

5. Change management of database schema, storage, disk space, table space, user roles, backup

and purging etc.

6. As per IT security policy of the organization, ensure database patch management with

minimum downtime and recommend appropriate patches of Operating System relevant to

database.

7. Managing database upgrades

8. And other similar activities.

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Special Note:

(i) 24 x 7 Support requirement with combination of onsite & offsite support. Onsite support is

required for General shift during normal working days. Support for remaining period is required

on a call or remote basis. In case the issue cannot be resolved remotely, the SME(Subject matter

expert) is expected to travel to our site for support.

(ii) Service provider must ensure DBA resources working on our setup have minimum 4 – 5 years

of experience and ensure L3 level support availability for regular review and need based support.

5.13 Vendor Management


A vendor management system (VMS) is a solution that acts as a mechanism for business to

manage vendors. Typical features of a VMS solution include :

1. Order distribution

2. Comprehensive billing

3. Reporting capability


FM service staff must be familiar with installation, configuration and usage of the prescribed vendor

management tool and should carry out the following responsibilities:

1. Coordinate with these vendors for support services.

2. Maintain good relations with them on behalf of NABARD.

3. Logging calls, coordination and follow-up with vendors.

4. Escalation of calls to the higher levels at vendor side in case of requirement.

5. Vendors SLA tracking and monitoring with alerts and escalations (including WAN vendor)

6. AMC/ Warranty/ Support Tracking

7. Providing necessary and advance information for entering into / renewal of AMC. (However order and

payment for AMC to the vendor will be made separately by NABARD)

8. Management of assets sent for repair.

9. Maintain database of the various vendors with details like contact person. Tel. Nos., escalation

matrix, and response time and resolution time commitments. Log calls with vendors, Coordinate and

follow up with the vendors and ensure that necessary spares exchanged.

10. Analyze the performance of the vendors periodically (Quarterly basis or as specified).

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11. Keep NABARD updated on the services and performance of these third party vendors .

12. When a new solution software is introduced, training to users to absorb and leverages the technology for

business should be invariably arranged. And other related activities.

5.14 Help/Service Desk Services Management


1. The desired Help/Service Desk Management Solution (portal) should facil itate extending helps to all

users/engineers/administrators to carry out their smooth operations.

2. It should be a single point-of-contact to meet the communication needs of both users and IT staff.

3. This portal should be accessible from all systems. This facility should be available over phone, email

and web.

4. All legitimate users (employees and FM service staffs) should be able to seek help/report concerns

through this system.

5. The Help desk team should be able to post the response back to the concerned people.

6. If needed, the concerns/service requests can be escalated to concerned IT team who will be able to

look into it.

7. Once the service request is closed, a closer report will be generated and dispatched to concerned

parties.

8. The solution will be able to generate status report of pending/closed concerns on a

daily/weekly/monthly basis.

9. This solution will be able to send emails and/or sms to concerned people at the onset of the raised

concerns and their closures.

10. The solution should encompass all segments of IT Infra and applications including Systems, Data

Center, Server Management, PCs, Printers, OEM, Software duly generating a unique ticket for each

escalation.

11. The solution should be able to build a Knowledge database of the various solutions given to known

and repetitive escalations to enable effective and quick resolutions which can be integrated to

existing solution libraries.

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The related FM service team must be capable of installation, configuration and using the above said

help/service desk tool and carry out the following activities:

1. The Help desk team should be able to post the response back to the concerned people.

2. If needed, the concerns/service requests can be escalated to concerned IT team who will be able to

look into it.

3. Generate status report of pending/closed concerns on a daily/weekly/monthly basis.

4. Helpdesk should ensure that all calls to IT helpdesk are logged at a central helpdesk. All calls logged

will have to be monitored and assigned to respective bidders / analysts and tracked for proper

closure within the specified SLA limits. Helpdesk would ensure that the calls should be updated with

the diagnosis carried out to close the call.

5. Helpdesk will also be responsible for File Management, Purchase of cartridges, maintaining records

of them, putting up bills for payment, Software license tracking & collection of certificates from all

Groups, Gate pass preparation, Maintenance of user lists, preparation of various notes as and when

assigned by NABARD IT officials etc.

6. The service provider shall ensure that any change in resident engineers and/or helpdesk personnel

is conveyed to the concerned NABARD officials one month in advance. The Vendor would provide

resumes of proposed FMSC resources (engineers/helpdesk personal)to the concerned NABARD

officials. Only approved resources would be permitted to replace the outgoing ones.

7. The HELPDESK shall provide support for distribution of computer stationery & consumables and

maintain inventory of the same.

8. And must carry out other similar activities.

5.15 Non-Delivery of Services / PENALTIES & SLAs

The selected bidder will have to provide satisfactory service to achieve the service levels as given in

“Expected Service Delivery”. The service level performance will be recorded/monitored daily and will be reviewed on quarterly basis and non-performance will result in penalty being imposed.

The tools provided for monitoring and managing these services should give a detailed report for

calculating the support calls including the response time, resolution time, penalty cost applicable etc. This should facilitate both the SP and the Bank to directly arrive at the penalty cost applicable under all these services.

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The total non-performance charges for a quarter will be calculated and deducted from the quarterly bill of the selected bidder. Annual Contract value will be calculated on the basis of the opening quarterly inventory after adjusting the addition or deletion, if any, during the previous quarter.

Penalty charges would be applied for those services, which have not achieved the stipulated service levels based on the table mentioned in Expected Service Delivery. There will be maximum penalty charge of 10% per Quarter of the Quarterly Contract value.

The calculation of the same will be done on a Quarterly basis as under – At the end of every month, the Bidder will submit the average response time and average resolution

time report. Rs 500/- per hour subject to a maximum of Rs. 3000/ per day for critical equipment and Rs. 300/- per hour subject to a maximum of Rs. 1500/- per day for all other equipment. Within 5

working days the original equipment should be delivered back to us.

Spare Policy

The bidder may provide temporary equivalent replacement for 5 working days to avoid the above penalty. If the original is not returned in the stipulated 5 days, a penalty of Rs. 2000/- per day for

critical equipment and Rs. 1000/- per day for other equipment would be levied.

In case of a genuine problem of non-availability of spare parts with the Principal, a letter / email to

that effect should be forwarded to NABARD by the Bidder. NABARD at its discretion may decide to waive off the penalty in such exceptional situations.

5.16 Covering for Absence of FM Services

In case suitable replacement is not given for leave/resignation/reassignment of FM personnel, a penalty of Rs.1000/- per day per personnel towards absence will be imposed. In case the resident officials are absent / late and a suitable replacement is not provided, a penalty of Rs. 200/- per hour subject to a maximum of Rs 1000/- per day will be imposed.

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A. Expected Service Delivery

Sr No Particulars Response Resolution Penalty 1. Desktops of Critical (such

as Dealers at H.O, Risk Team) Depts. And Senior Officials at H.O.

15 minutes 30 minutes or immediate standby to be provided

Rs. 300/- per working hour delay or Rs. 1500/- per day whichever is less.

2. Other Equipment: Desktops, Applications, Printers, Scanners, etc. at H.O.

30 minutes 2 hours. (1 working day if parts are to be replaced)

Rs 300/- per working hour delay or Rs 1500/- per day whichever is less.

3. Laptops (If part is not replaced within 2 days standby should be made available; failing will raise a penalty of Rs. 1000/- per day)

30 min. 2 working days if parts are to be replaced.

Rs 300 per working hour delay or Rs 1500/- per day whichever is less.

4. Resolution of OS related problems

30 min 12 hours Rs. 500 per working hour delay or Rs 3000/- per day whichever is less.

5. Servers, Network and related equipments, and all other equipment under warranty

30 min Follow up, Co-ordination & Escalation within 4 hours


6. R.O. Desktops, Laptops – OS / Application issues

30 minutes 2 Hours Rs 300 per working hour delay or Rs 1500/- per day whichever is less.

7. R. O. Desktops, Laptops – hardware issues

30 min 2 hours for troubleshooting and logging call with OEM for replacement of part / warranty machine.


8. R. O. MPLS related issue 30 min 2 hours for troubleshooting and resolution / providing report on findings.


9. Issues with Tools provided by the Bidder

30 min Follow up, Co-ordination & Escalation within 4 hours


The response & resolution time will be calculated from the time of lodging the call. When formatting and loading of all the software is required, additional two hours will be allowed for resolution. For

calculating downtime, calls logged after closing time will be treated as logged at the opening hour of the following working day. Resolution time includes making the systems available for work with O/S uploaded.

P a g e 55 | 129

Bidder has to make alternate arrangements for leave/resignation/reassignment of FM personnel and intimate the same to NABARD at least a week in advance. A penalty of Rs. 1000/- per day per personnel towards absence will be imposed, if suitable replacement is not given (with the qualification & experience)

Also to service the most obsolete or discontinued model as well, the bidder shall be liable for any loss or damage to the scheduled equipment caused due to negligence of the bidder during the contract period.

B. DOWNTIME – CALCULATION METHODOLOGY

a) ‘UPTIME’ of the hardware and system software =

(Reckoned Hours minus Downtime /Reckoned Hours X 100 for the maintenance year.

b) Reckoned Hours = Uptime commitment per day X No. of committed days per Year

c) Uptime Commitment per day = Hardware and System Software Maintenance Support Time per day

d) Down Time will be counted from the time of reporting the maintenance call by NABARD to the Bidder

till the resolution of the problem / operations of the hardware and system software.

e) No. of committed days per Year = the number of working days of the NABARD during the year.

C. NON-PERFORMANCE CHARGES :

The selected bidder will have to provide satisfactory service to achieve the service Levels as given in

Expected Service Delivery table. The service level performance will be recorded/monitored daily and

will be reviewed on quarterly basis and non-performance will result in penalty being imposed.

The total non-performance charges for a quarter will be calculated and deducted from the quarterly

bill of the selected bidder. Annual Contract value will be calculated on the basis of the opening

quarterly inventory after adjusting the addition or deletion, if any, during the previous quarter.

Penalty charges would be applied for those services, which have not achieved the stipulated service

levels based on the table “Expected Service Delivery” as mentioned above. There will be maximum

penalty charge of 10% per Quarter of the Quarterly Contract value.

The calculation of the same will be done on a Quarterly basis as under:

At the end of every month, the Bidder will submit the average response time and average resolution

P a g e 56 | 129

time report.

a) Rs 500/- per hour subject to a maximum of Rs. 3000/ per day for critical equipment) and Rs. 300/-

per hour subject to a maximum of Rs. 1500/- per day for all other equipment. Within 5 working

days of the original equipment should be delivered back to us.

b) The bidder may provide temporary equivalent replacement for 5 working days to avoid the above

penalty. If the original is not returned in the stipulated 5 days, a penalty of Rs. 2000/- per day for

critical equipment and Rs. 1000/- per day for other equipment would be levied.

c) In case of a genuine problem of non-availability of spare parts with the Principal, a letter / email

to that effect should be forwarded to NABARD by the Principal. NABARD at its discretion may

decide to waive off the penalty in such exceptional situations.

Non-performance charges will not be applied for those equipment under bidder management

provided the calls are logged within the response time to the respective bidders and followed up

with proper escalation.

In case suitable replacement is not given for leave/resignation/reassignment of FM personnel, a

penalty of Rs.1000.00 per day per personnel towards absence will be imposed.

In case the resident officials are absent / late and a suitable replacement is not provided, a penalty

of Rs. 200/- per hour subject to a maximum of Rs 1000/-per day will be imposed.

5.16 Miscellaneous Activities to be taken up by Vendor

5.16.1 Documentation

i. Bidder will provide support for coordinating with other external vendors (such as ISPs etc.

providing IT services to NABARD) for resolution of the problems related to IT issues/projects. The

Scope covers the IT Vendors of NABARD at all locations.

ii. Documentation & Reporting Deliverables :

a. Maintaining database of the all IT Service Providers

b. Contact person/Telephone / Fax / Email, etc.

c. Escalation Matrix / Response time

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d. Co-ordinate with service providers for email technical support & other technical problems.

e. Generate reports of calls logged, resolved, escalated and pending with time and date and

monitor bidder performance using tools.

f. NABARD software/hardware configuration, network diagrams documentation.

5.16.2 Technical Documentation

Following documents should be delivered by the Vendor to the Bank for every software including

third party software before software/service become operational, which includes, user

manuals, installation manuals, operation manuals, design documents, process documents,

technical manuals, functional specification, software requirement specification, system

configuration documents, system/database administrative documents, debugging/diagnostics

documents, test procedures etc.

The vendor should also provide documents related to Review Records/ Test Bug Reports/ Root

Cause Analysis Report, list of all Product components, list of all dependent/external modules and

list of all documents relating to traceability of the Product as and when applicable. The Vendor

should also provide the MIS reports as per requirement of the Bank. Any level/version changes

and/or clarification or corrections or modifications in the above mentioned documentation should

be supplied by the Vendor to the Bank free of cost in timely manner.

5.16.3 Reports

i. Bidder shall submit the reports on a regular basis in a mutually decided format.

Softcopy of these reports shall be delivered automatically via email at specific

frequency and to the pre-decided list of recipients.

ii. Bidder shall submit certain information as part of periodic review as and when

required by the Bank

Following is the indicative list of reports:

A. Daily reports (to be submitted on next working day)

i. Log of backup and restoration undertaken.

ii. Summary of issues / complaints logged at the Help Desk.

iii. Summary of resolved, unresolved and escalated issues/complaints.

iv. Summary of resolved, unresolved and escalated issues/complaints to

v. OEMs/SP/NABARD support teams.

vi. Mail traffic report – list of top users sending /receiving highest number of mails.

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B. Weekly Reports (to be submitted on the first working day of the following week)

i. Issues/Complaints Analysis report for virus calls, call trend, call history etc. Summary of

systems rebooted.

ii. Summary of issues /complaints logged with the OEMs.

iii. Summary of changes undertaken in the Data Center including major changes like

configuration changes, patch upgrades, database reorganization, storage reorganizati on,

etc. and minor changes like log truncation, volume expansion, user creation, user password

reset etc.

C. Monthly Reports (to be submitted by 10th of the following month)

i. Component wise physical as well as IT infrastructure availability and resource utilization.

ii. Summary of component wise Data Center uptime.

iii. Summary of changes in the Data Center.

iv. Log of preventive / scheduled maintenance undertaken.

Configuration Management summary report.

v. Change Management summary report.

vi. Release Management summary report.

vii. Service Level Management – priority/severity wise response and resolution.

viii. Service Failure Analysis, listing out escalations and downtime/outages, if any.

D. Account Dash Board, listing out:

i. Planned activities carried out during the month.

ii. Unplanned activities carried out during the month.

iii. Activities planned but missed specifying the reasons.

iv. Challenges faced during the month.

E. Service Operations, listing out:

i. Service Desk Management – Location wise call summary for all on-site FM locations for

last three months.

ii. Helpdesk Management, listing out priority/severity wise calls logged with comparison for

past three months.

iii. Incident Management, giving category wise call details for critical overhaul areas with

comparison for past three months.

F. Operational Activities

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i. Location wise weekly visits done for off-site FMs and attendance of the on – site resource

personnel.

ii. Service wise performance of activities as per scope of individual service areas.

G. Service Improvement Plan, listing out:

i. Concerns/Escalations with action plan.

ii. Planned activities/initiatives.

iii. Improvements planned, if any.

H. Incident reporting (to be submitted within 48 hours of the incident)

i. Detection of security vulnerability with the available solutions / workarounds for fixing.

ii. Hacker attacks, Virus attacks, unauthorized access, security threats, etc. – with root cause

analysis and the plan to fix the problems.

iii. Software license violations.

The FMS personnel are required to provide various documents/reports to NABARD on a time-to-time basis.

Few important of them are highlighted here. the detailed Scope of Work may mention about many other

such requirements.

Service Components Documents/Reports to be shared by FMS personnel

with NABARD (along with Frequency)

1. AMC for Computers and

Peripherals

On site maintenance service reports (daily)

2. Asset-Configuration-License

Management

(i) List of hardware’s (always updated – to be

shared whenever required)

(ii) List of software’s (always updated – to be


(iii) List of licenses along with expiry dates, how

many deployed, etc. (always updated – to be


(iv) Configuration change report (whenever

configuration changes)

3. Patch Management (i) List of installed and missing patches (always

updated – to be shared whenever required)

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(ii) List of devices where patches have been

applied but not yet activated (always updated

– to be shared whenever required)

4. Domain Services

Management

(i) List of all users, associated computers, and

access permissions (always updated – to be


(ii) Change requests (whenever it arises)

(iii) Audit report of administrative privileges

(weekly)

5. Storage Management (i) Storage server availability report (daily)

(ii) Network reachability report (daily)

(iii) Log of backups taken (weekly)

(iv) Capacity Planning Report ( monthly)

6. Data Center and Server

Management

(i) State of environment and power conditions

(daily)

(ii) Assessment of data center in terms of

cooling, power, positioning of racks, and

other health parameters (first report after 2

months, and subsequently once in a year)

(iii) On-site inventory of critical equipment for the

data center (always updated – to be shared

whenever required)

(iv) Log register of visitors in data center (daily)

(v) Server availability report (daily)

(vi) Audit of server logs (weekly)

7. Network Management (i) Inventory of network hardware (always

updated – to be shared whenever required)

(ii) Logs of switches/routers (weekly)

(iii) Status of the switches/routers (daily)

(iv) Status of the links (daily)

(v) Traffic patterns (weekly)

(vi) Analysis of which user is consuming more

bandwidth within the network (daily)

(vii) Report of network configuration changes

(whenever such change occurs)

(viii) Periodic reports involving the following:

Alerts (real-time)

Outstanding tickets (customized)

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Hourly Ticket Analysis (different time

buckets – customised)

Incident Count

Docket Count with ISP – SP-wise and total

Problematic Links Details.

Device configuration changes – CRF

confirmation

Average uptime per link in hours –

monthly / percentage

RFO Analysis – Resolution Analysis

Top 10 Inbound Utilization

Top 10 outbound Utilization

Top 10 Memory Utilization

Top 10 CPU Utilization

Uptime analysis of the Links

SLA Compliance Report

Capacity Planning Report

Issues & Concerns

8. IT Security Management (i) Logs of firewalls/IDS/IPS (daily)

(ii) Rules of firewalls/IDP/IPS (always updated –

to be shared whenever required)

(iii) Report of change in security rules in

firewalls/IDS/IPS (whenever such change

occurs)

(iv) Report of security threats with proper

identification of the nature (whenever it

arises)

(v) Vulnerability scan reports (quarterly)

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(vi) Pre-defined compliance report to meet

standard compliances (like PCI DSS, ISO 27001

etc.) (whenever required)

(vii) Real time notification whenever an user tries

to access restricted sites (whenever such case

arises)

(viii) Real time reporting of active malwares in the

network and its mitigation (daily)

(ix) Statistics of usage of firewall rules (may be

required to optimize the rules) (quarterly)

(x) Miscellaneous Reports

IPS Report- Daily

Firewall Health status – Daily

Events Report - Daily

Summary of Changes – Daily

The above reports may be

consolidated on weekly / monthly /

quarterly basis

9. DBA(Oracle and MSSQL) (i) Report Change of data base users (whenever

such thing happens)

(ii) Change of database schemas (whenever such

thing happens)

10. Vendor Management (i) Log of calls to third party vendors, reasons,

measures taken by the 3rd party vendors etc.

(daily)

(ii) Report about performance of each 3rd party

vendor (quarterly)


Management

(i) Status report of raised/pending/closed

concerns by the users (daily)

(ii) Report about concern escalations, their

status (daily)

(iii) List of service FM service engineers along

with their resume (always updated – to be


(iv) Notification about change in service

engineers (in advance)

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(v) Gate pass issued to visitors (daily)

(vi) Inventory of computer stationary and

consumables (weekly)

5.16.4 Advisory Services NABARD also will like to have advisory services by competent personnel of the vendor as part of FM

Services. The bidder shall arrange for presenting a summary of the IT Services provided to the Bank

vis a vis the best practices in the industry and shall make efforts to ensure that they are assimilated

in the Bank.

Service Components Documents/Reports to be shared by FMS personnel with NABARD

(along with Frequency)

7. Storage

Management

(i) Effective storage management

(ii) Capacity planning

(iii) Suggesting best practices about back up

8. Data Center and

Server

Management

(i) Best industry practices

(ii) Capacity planning

10. Network

Management

(i) Advisories for revamping networks

(ii) Periodic review for service improvement

(iii) Best Industry Practices

11. IT Security

Management

(i) Advisory for firewall/IDS/IPS rules

(ii) Potential/emerging threats and preventive measures

(iii) Best Industry Practices

5.17 Staffing/ Skill-Set / Qualification / Experience /Knowledge Sharing

The key parameters for evaluating the team members would be:

Qualification & Certification

Total experience

Number of similar analytics assignments handled

Number of similar project duration assignments handled

The number of service engineers indicated in the table below is prescriptive only. The total number

engineers needed for providing all the services sought at various locations (on-site and off-site)

should be worked out so as to maintain the SLA standards and accordingly the solution should be

built and provided.

The detailed break-up of project team members, their summarized job description and evaluation

criteria are tabled below:

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Sr.No. Staff Profile Job Description

Skill - set /Qualification/Experience/ Knowledge sharing

1 Team Lead Responsible for overall performance and delivery of the FMS team

Qualification &

Should be Pro-Active MCA /B. Tech / BE

Should efficiently document and share with team and NABARD

Minimum 6 years of relevant experience as a IT Team Leader

The team lead would be

Accountable: Being held accountable for the RFP

implementation and shall ensure seamless

services.

Demonstrated application support experience, preferably in a 24x7 environment

Ensure Fair and Timely Reporting

Experience in the use of an issue logging and tracking system

Effective computer skills; Microsoft Office 2007/2010 Software - Word, Excel, Power-point,

Effective communication skills both verbally and in writing.

Experience of ITIL practices, ITIL

Certification mandatory – ITIL Certified

2 Service Help Desk Support

Incident Management - Logging of calls from

user departments and other engineers, , raise

tickets assign it to engineers

Minimum 3 years of relevant experience

Follow-up for call closure and escalate wherever necessary. RFO to be ensured.

Experience in IT helpdesk services

Share incident/problem report on daily, weekly

and monthly basis.

Basic understanding of computer

technology in a business environment. Effective computer

skills; Microsoft Office 2007/2010 Software - Word, Excel, Power-point,

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MS Exchange Email client, Helpdesk specific software applications.

Knowledge of ITIL processes, ITIL Certification preferred

Effective communication skills

Please refer Scope of Work

3 System Administrator

Installation, configuration, monitoring of servers and VDI Infrastructure

1. Relevant Experience – 5 years

Prepare & share

availability reports with NABARD core IT team

2. Degree/Diploma in Computer

Engineering, MCSE Certified, CCNA, RHCE

VDI creation and

management

3. Experience in Windows Server

2008, 2012 (preferred)

Patch management

4. Wide range trouble shooting skills involving, Active Directory, storage, security, DNS/DHCP, DFS, printers, etc

Antivirus Updates

5. Experience hypervisors and desktop provisioning

Email ID Creation & backup

6. Experience with Blade or Rack mounted workstations,

Complete backup of Data

and Device configurations

7. Experience with thin clients (setup,

configuration, and management)

Identification and resolution of individual

and system issues which result in or potentially

result in disruption to services provided

8. Experience managing, monitoring,

scaling, and implementing large enterprise level VMWare desktop

and application virtualization environments.

Participate in internal

and external projects, reactive and proactive maintenance, sustaining,

and break-fix activities

9. Experience with Microsoft Active Directory and Windows 2008/2012 Server

Please refer to Scope of Work

10. Knowledge of storage technologies (NFS and iSCSI SAN)

11. Linux (Suse, Red Hat) support

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12. Cisco/Brocade, Virtualisation (Server & Desktop)

13. Knowledge of storage technologies (NFS and iSCSI SAN) , Linux (Suse, Red Hat) support and Cisco/Brocade, Virtualisation (Server & Desktop)

4 DBA Personnel - Oracle

The role will be Database Administration, Troubleshooting and

performance tuning of databases components ,

taking regular backups in presence of Bank’s

designated DBA.

1. Qualification & Certification:

Duties include but are

not limited to BE/BTech/MCA

Maintenance/ administration of the

database

Total experience : Minimum 5 years of post-qualification experience in

Database management in Oracle DB 11g and higher.

Space management/user management

Relevant Database administration certified.

Please refer Scope of work

5 DBA Personnel – MS SQL

1. The role will be Database Administration,

Troubleshooting and performance tuning of

databases components , taking regular backups in

presence of Bank’s designated DBA.

Qualification & Certification:

2. Duties include but are not limited to

BE/BTech/MCA

3. Maintenance/

administration of the database

Total Experience : Minimum 5 years of

post-qualification experience in Database management in MS SQL

Server 2012 and higher.

4. Space

management/user management

Relevant Database administration certified.

5. Please refer Scope of

work

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6 Data Center and Server Manager

1. Should be able to configure and install servers.

1. B Tech / MCA /Diploma in Computer Application with MCSE Certification.

2. He Should be well versed with DHCP , DNS , WINS SMTP, PO3 RAS

VPN SAN , Cluster environment , Back up

etc.

3. Should be able to solve and install Intel server. He Should be well versed with DHCP , DNS , WINS SMTP, PO3 RAS VPN SAN , Cluster environment , Back up.

3.Scope of Work

4. should have sufficient experience

on(skill set) VMware workstation virtualization

7 Security Mgt

Support

Refer Scope of Work.

1. Relevant Experience – 2 years

2. Hands on experience in maintaining a PSS environment.

3. Working knowledge of Firewall devices, VLAN, Proxy

4. Reporting skills & good interpretation skills

5. Excellent communication skills

6. Knowledge on Network Security protocols

7. Relevant certifications

8 Network Engineer

Refer to Scope of work.

1. B Tech / Graduate /Diploma in

Computer Engg or Computer Application. , CCNA is compulsory.

2. Total 2 years should be working as

Network Engineer. 3. Should be able to solve all the

monitoring part mentioned under Scope of work and should be able to

act as first point of support for all DC calls.

9 Regional /Corporate Office Service/Support

Engineer

Desktop/Laptop on-site and phone support

1.Travelling to branches / Vendor

sites within the region would be involved with this position

Printer/Scanner support

2.Minimum 1 years of relevant

experience

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Backup system support-Updating current infrastructure

3.Desktop and Network Troubleshooting

Deploying new equipment

4.Installing and configuring Operating Systems (Windows7,8.1, 10,Linux) Installing and configuring Application

Software (MS Office, Open Office, .net and Java, email clients, etc.)

Provide investigation, diagnosis, resolution and recovery for hardware/software problems

5.Installation and configuration of all applications Configuration of printers, scanners, projectors

Maintain overall ownership of user’s issue

& service ensuring that they receive resolution

within a stipulated timeframe

Manage service requests, software installations, new computer setups,

upgrades, etc.

Record incident

resolutions in the Help Desk tool.

Provide enhancement request feedback to IT

regarding technology environment and customer needs through the defined processes.

Support the following

technologies: Windows 2008/XP, Microsoft

Office 2007/2010 products – Outlook,

Word, Excel, Access,

Internet Explorer, etc. desktops, laptops,

printers, networked copiers, basic LAN/WAN

connectivity and others as assigned.

Monitor daily backups.

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Please refer scope of work

All relevant components

in SoW

Note: The qualifications and skill sets outlined above are minimum expectations only. Depending on the roles and responsibilities

needed under a service domain, the engineer/s should have additional qualifications/skil l -sets.

Certified SonicWall Security Professional (CSSP)

Candidates with advanced-level skillset of SonicWALL Unified Threat Management (UTM) products

and are able to deploy, optimize, and troubleshoot all associated product features.

Qualified candidates typically have experience as system engineers, channel partners, service

partners and end users.

6. Service Window

Service

Components

Service Area

(HO) (RO)

Service Window and

Time period of onsite

engineers##

Service Window

and Time period

of global shared

resources

1. AMC for Computers

and Peripherals

Yes Yes 9*5 (0900 hours to

1800 hours)

24*7

2. Desktop

Management

Yes Yes 9*5 (0900 hours to

1800 hours)

24*7

3. Asset-Configuration-

License

Management

Yes # Yes 9*5 (0900 hours to

1800 hours)

24*7

4. Patch Management Yes # Yes 9*5 (0900 hours to

1800 hours)

24*7

5. Domain Services

Management


1800 hours)

24*7

6. File Services

Management


1800 hours)

24*7

7. Storage

Management


1800 hours)

24*7

8. Data Center and

Server Management


1800 hours)

24*7

9. Network

Management


1800 hours)

24*7

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10. IT Security

Management


1800 hours)

24*7

11. DBA(Oracle and

MSSQL)


1800 hours)

24*7

12. Vendor

Management


1800 hours)

24*7


Management


1800 hours)

24*7

## If required, for all scheduled and troubleshooting activities onsite engineers should be available on Saturdays/Sunday/Holidays

6.1 Miscellaneous services

Bidder will provide following miscellaneous services:

i. In the event of shifting of office premises by the Bank, Bidder would depute Facility Manage rs/

engineer(s) for de-installation of all the hardware, coordinate with 3rd party vendors, supervise

packing/transportation and installation/ commission of equipment at new location. No extra cost

will be borne by the Bank for the same. However, packing and transportation will be arranged by

the Bank separately.

ii. In the event of adding new office at new locations by the Bank, Bidder has to assist the Bank in

setting up of LAN (cabling, I/O fixing etc.) coordinate with network vendor for setting up of WAN

connectivity etc. Cost towards raw material will be borne by the NABARD. As & when the Bank

opens its new office it is the responsibility of the bidder to provide FM engineer on call basis as

per the contracted rate.

iii. Suggestions/ Recommendation to improve the current infrastructure architecture for better

response & security.

iv. Bidder shall track software usage throughout the IT setup so as to effectively manage the risk of

unauthorized usage or under-licensing of software installed in the Bank. The Bank will provide

the list of all the authorized software and the number of licenses procured.

v. If Bank implements any project in future then the bidder shall provide support required other

than mandatory requirement at the cost mentioned in commercial bid.

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7. General Terms and Conditions:

These terms and conditions are generic in nature, which have been mentioned for the knowledge of

the Vendors and may be changed to specific terms and conditions with necessary changes with

each Work Order as and when applicable.

7.1 Definitions

In this Contract, the following terms shall be interpreted as indicated:

“NABARD” means National Bank for Agriculture and Rural Development.

“The Contract” means the agreement entered into between NABARD, represented by its Head

Office and the Vendor of goods and services, as recorded in the Contract Form signed by

the parties, including all attachments and appendices there to and all documents

incorporated by reference therein.

“The Contract Price” means the price payable to the Vendor under the Contract for the full and

proper performance of its contractual obligations.

“The Goods” means all of the materials which the Vendor is required to supply to NABARD

under the Contract.

“The Services” means IT and IT related services, provision of technical assistance, training and

other such obligations of the Vendor as applicable under the Contract.

“TCC” means the Terms and Conditions of Contract contained in this section.

“The Vendor” or “the Vendor” or “Vendor” means the Vendor supplying or intending to supply

the Goods and Services under this Contract.

“The Project Site” means Head Office of NABARD.

7.2 Use of Contract Documents and Information

The Vendor shall not, without NABARD’s prior written consent, disclose the Contract, or furnish any

provision thereof, or any specification, plan, drawing, pattern, sample or information, website

contents, applications furnished by or on behalf of NABARD in connection therewith, to any person

other than a person employed by the Vendor in the performance of the Contract. Disclosure to any

such employed person shall be made in confidence and shall extend only so far as may be necessary

for purposes of such performance. Vendor will treat as confidential all data and information about

P a g e 72 | 129

NABARD, obtained in the execution of his responsibilities, in strict confidence and will not reveal such

information to any other party without the prior written approval of NABARD.

7.3 Governing language

The Contract shall be written in English. All correspondence and other documents pertaining to the

Contract, which are exchanged by the parties, shall be written in English. The technical

documentation involving detailed instruction for operation and maintenance, users' manual etc. is to

be delivered with every unit of the equipment supplied. The language of the documentation should

be English.

7.4 Commercial Terms

All Payments will be made to the Vendor in Indian rupee only.

Vendor must accept the payment terms proposed by NABARD. Commercial bid submitted by Vendor

must be in conformity with payment terms proposed by NABARD. Any deviation from the proposed

payment terms would not be accepted. NABARD shall have the right to withhold any payment due to

Vendor, in case of delays or defaults on the part of Vendor. Such withholding of payment shall not

amount to a default on the part of NABARD. Once a contract price is arrived at, the same must remain

Vendor and must not be subject to escalation during the performance of the contract due to

fluctuation in foreign currency, change in the duty/tax structure, changes in costs related to the

materials and labour or other components or for any other reason.

7.5 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 NABARD 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 RfP and shall indemnify, keep indemnified, hold harmless, defend and

protect NABARD and its employees/ officers/ staff/ personnel/ representatives/ agents from

any failure or omission on its part to do so and against all claims or demands of liability and all

consequences that may occur or arise for any default or failure on its part to conform or

comply with the above and all other statutory obligations arising there from. Compliance in obtaining

approvals/ permissions/ licenses: The Vendor shall promptly and timely obtain all such consents,

permissions, approvals, licenses, etc., as may be necessary or required for any of the purposes of

this project or for the conduct of their own business under any applicable Law, Government

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Regulation/ Guidelines and shall keep the same valid and in force during the term of the project,

and in the event of any failure or omission to do so, shall indemnify, keep indemnified, hold

harmless, defend, protect and fully compensate NABARD and its employees/ officers/ staff/

personnel/ representatives/ agents from and against all claims or demands of liability and all

consequences that may occur or arise for any default or failure on its part to conform or comply with

the above and all other statutory obligations arising therefrom and NABARD will give notice of any

such claim or demand of liability within reasonable time to the Vendor.

7.6 Intellectual Property Rights

In the event of any claim asserted by a third party of infringement of copyright, patent, trademark,

industrial design rights, etc. arising from the use of the Goods or any part thereof in India, the

Vendor shall act expeditiously to extinguish such claim. If the Vendor fails to comply and NABARD

is required to pay compensation to a third party resulting from such infringement, the Vendor

shall be responsible for the compensation including all expenses, court costs and lawyer fees.

NABARD will give notice to the Vendor of such claim, if it is made, without delay.

7.7 Force majeure

If the performance as specified in this order is prevented, restricted, delayed or interfered by

reason of fire, explosion, cyclone, floods, war, revolution, acts of public enemies, blockage or

embargo, any law, order, proclamation, ordinance, demand or requirements of any Government

or authority or representative of any such Government including restrict trade practices or

regulations, strikes, shutdowns or labour disputes which are not instigated for the purpose of

avoiding obligations herein, or any other circumstances beyond the control of the party affected,

then notwithstanding anything here before contained, the party affected shall be excused from its

performance to the extent such performance relates to prevention, restriction, delay or

interference and provided the party so affected uses its best efforts to remove such cause of

non-performance and when removed the party shall continue performance with utmost dispatch.

If a Force Majeure situation arises, the Vendor shall promptly notify NABARD in writing of such

condition, the cause thereof and the change that is necessitated due to the conditions. Until and

unless otherwise directed by NABARD in writing, the Vendor shall continue to perform its

obligations under the Contract as far as is reasonably practical, and shall seek all reasonable

alternative means for performance not prevented by Force Majeure event.

7.8 Performance Guarantee

i. If the contract is awarded, the Vendor shall furnish a Performance Bank Guarantee in the format

as required by NABARD to the extent of 10% of the value of the contract within 15 days from the

P a g e 74 | 129

date of acceptance of the purchase contract/ Work Order. The performance guarantee shall

remain valid for the entire period of the Contract. If the Performance guarantee is not submitted,

within the stipulated time in the desired format, NABARD reserves the right to cancel the contract.

The Performance Guarantee would be discharged and returned to the Vendor after the completion

of contract period or successful performance of the contract, whichever is later. The Performance

Bank Guarantee shall be from a scheduled commercial bank.

ii. In the event of the Vendor failing to make and maintain a security deposit in the manner aforesaid,

the Vendor shall be liable for forfeiture of EMD/BID security with NABARD submitted by them and

NABARD shall be entitled to cancel the work order.

iii. In case, Vendor does not perform under the contract to the full satisfaction of NABARD during the

contract period, NABARD reserves the right to reject the items/services rendered under the

contract in its entirety or partially, as the case may be, during the evaluation period and Vendor

shall be liable to refund the full or proportionate amount, if already paid for the said items /

services etc. In this regard the decision of NABARD shall be final. The guarantee will be a continuing

Guarantee, valid till the expiry of the contact period.

iv. Any deficiency or deficiencies observed by NABARD during the contract period or before, in the

performance or quality of the services rendered including the reverse transition, can separately or

collectively be subject to deduction of sums as compensation from the PBG deposited with

NABARD. This shall be in addition to other remedies available to it under the contract or otherwise

if the selected Vendor fails to fulfill any of the terms of contract / order or commits brea ch of any

terms and conditions of the contract.

v. NABARD shall be entitled to deduct from deposit any loss or damage which NABARD may be put to,

by reason of any act or default recoverable by NABARD from Vendor and to call upon the Vendor

to maintain the deposit at the original limit by making further deposits.

vi. No interest will be allowed on Performance Bank Guarantee.

vii. Responses to this RFP document should not be construed as an obligation on the part of NABARD

to award a purchase contract for any services or combination of services. Failure of NABARD to

select a Vendor shall not result in any claim whatsoever against NABARD. NABARD reserves the

right to reject any or all bids either in part or in full, without assigning any reason whatsoever.

viii. By submitting a proposal, the Vendor agrees to promptly contract with NABARD for any work

awarded to the Vendor. Failure on the part of the awarded Vendor to execute a valid contract with

P a g e 75 | 129

NABARD will relieve NABARD of any obligation to the Vendor, and a different Vendor may be

selected.

ix. Any additional or different terms and conditions proposed by the Vendor would be rejected unless

expressly assented to in writing by NABARD and accepted by NABARD in writing.

x. The Vendor must strictly adhere to the delivery dates or lead times identified in their proposal.

Failure to meet these delivery dates, unless it is due to reasons entirely attributable to NABARD, may

constitute a material breach of the Vendor’s performance. In the event that NABARD is forced to

cancel an awarded contract (related to this RFP document) due to the Vendor’s inability to meet the

established delivery dates, that Vendor will be responsible for any re-procurement costs suffered by

NABARD. The liability of Vendor in such an event shall be limited to the amount actually spent by

NABARD for procuring similar alternative deliverables and services or to 20% of the total contract

value/cost whichever is higher.

xi. The Vendor represents and acknowledges to NABARD that it possesses necessary experience,

expertise and ability to undertake and fulfill its obligations of implementing ITSM. The Vendor also

acknowledges that NABARD having relied on this statement of fact, therefore neither accepting

responsibility for, nor relieving the Vendor of responsibility for the performance of all provisions and

terms and conditions of this RFP document, NABARD expects the Vendor to fulfill all the terms and

conditions of this RFP document.

xii. The Vendor represents that the proposed site infrastructure and its documentation and/or use of the

same by NABARD shall not violate or infringe the rights of any third party or the laws or regulations

under any governmental or judicial authority. The Vendor further represents that the documentation

to be provided to NABARD shall contain a complete and accurate description of the ITSM project and

shall be prepared and maintained in accordance with the highest industry standards. The Vendor

represents and undertakes to obtain and maintain validity throughout the contract, of all appropriate

registrations permissions and approvals, which are statutorily required to be obtained by the Vendor

for performance of the obligations of the Vendor. The Vendor further undertakes to inform and assist

NABARD for procuring any registrations, permissions or approvals, which may at any time during the

Contract Period be statutorily required to be obtained by NABARD for availing services from the

Vendor.

xiii. All terms and conditions, payments schedules, time frame for expected service levels as per this RFP

will remain unchanged unless explicitly communicated by NABARD in writing to the Vendor. NABARD

shall not be responsible for any inferences or conclusions made by the Vendor with respect to any

aspect of the Service. The Vendor shall at no point be entitled to excuse themselves from any claims

by NABARD whatsoever for their deviations in confirming to the terms and conditions, payments

P a g e 76 | 129

schedules, expected service levels, time frame for ITSM project etc. as mentioned in this RFP

document.

xiv. NABARD and the Vendor covenants and represents to the other Party the following :

It is duly incorporated, validly existing and in good standing under as per the laws of the state in

which such Party is incorporated.

It has the corporate power and authority to enter into Agreements and perform its obligations there

under. The execution, delivery and performance of terms and conditions under Agreements by such

Party and the performance of its obligations there under are duly authorized and approved by all

necessary action and no other action on the part of such Party is necessary to authorize the

execution, delivery and performance under an Agreement.

xv. The execution, delivery and performance under an Agreement by such Party :

Will not violate or contravene any provision of its documents of incorporation.

Will not violate or contravene any law, statute, rule, regulation, licensing requirement, order, writ,

injunction or decree of any court, governmental instrumentality or other regulatory, governmental

or public body, agency or authority by which it is bound or by which any of its properties or assets

are bound.

Except to the extent that the same have been duly and properly completed or obtained, will not

require any filing with, or permit, consent or approval of or license from, or the giving of any notice

to, any court, governmental instrumentality or other regulatory, governmental or public body,

agency or authority, joint venture party, or any other entity or person whatsoever.

To the best of its knowledge, after reasonable investigation, no representation or warranty by such

Party in this Agreement, and no document furnished or to be furnished to the other Party to this

Agreement, or in connection herewith or with the transactions contemplated hereby, contains or

will contain any untrue or misleading statement or omits or will omit any fact necessary to make the

statements contained herein or therein, in light of the circumstances under which made, not

misleading. There have been no events or transactions, or facts or information which has come to,

or upon reasonable diligence, should have come to the attention of such Party and which have not

been disclosed herein or in a schedule hereto, having a direct impact on the transactions

contemplated hereunder. The Vendor undertakes to provide necessary support for setting up the

Disaster Recovery (DR) backup at the DR site of NABARD.

xvi. NABARD would not return the bid documents to the Vendor(s).

xvii. NABARD shall not be held liable for costs incurred during any negotiations on proposal s or

proposed contracts or for any work performed in connection therewith.

P a g e 77 | 129

7.9 Forfeiture of performance security

The bid security [EMD] may be forfeited : If a Vendor withdraws its bid during the period of bid

validity specified by the Vendor on the Bid Form; Or If the successful Vendor fails to accept

the order/ sign the Contract Or furnish Performance Guarantee.

NABARD shall be at liberty to set off/ adjust the proceeds of the performance security towards the

loss, if any, sustained due to the Vendor’s failure to complete its obligations under the contract.

This is without prejudice to NABARD’s right to proceed against the Vendor in the event of the

security being not enough to fully cover the loss/ damage.

7.10 Indemnity

The successful bidder shall indemnify NABARD against all claims in respect of patent rights, design,

trademarks of name or other protected rights in respect of any material used for (hardware

and/or software) or in connection with the works or temporary works and from against all claims,

demands proceedings, damages, costs, charges and expenses whatsoever in respect thereof or

in relation thereto. The successful bidder shall defend all actions arising from such claims, before

any such infringement and receive their permission to proceed, and shall himself pay all royalties,

license fees, damages, costs and charges of all and every sort that may be legally incurred in respect

thereof. The successful bidder, before starting the work of execution of the service contract as

described under scope of work, is required to submit a “Letter of Indemnity and Undertaking” as

per the prescribed format( XVIII).

7.11 Termination

NABARD reserves the right to terminate the contract at any point of time during the

implementation phase or during the service contract period without showing any reasons thereof,

by giving a written notice with 30 days notice period to the vendor. If the vendor becomes bankrupt

or otherwise insolvent, termination will not prejudice or affect any right of action or remedy, which

has accrued or will accrue thereafter to NABARD. Further, NABARD reserves the right to cancel the

contract in the event of happening one or more of the following Conditions:

i. Failure of the successful Vendor to accept the contract and furnish the Performance Guarantee

within specific days of receipt of purchase contract as stated in the Purchase order.

ii. Delay in delivery beyond the specified period.

iii. Delay in offering services.

iv. Delay in completing installation / implementation and acceptance tests / checks beyond the

specified periods.

P a g e 78 | 129

v. Serious discrepancy in functionality to be provided or the performance levels agreed upon, which

have an impact on the functioning of the Bank.

vi. In addition to cancellation of purchase contract, NABARD reserves the right to appropriate

damages through encashment of Bid Security/Performance Guarantee given by Vendor.

vii. Notwithstanding the existence of a dispute, and/or the commencement of arbitration

proceedings, the Bidder will be expected to continue providing uninterrupted services until

alternative arrangements are made.

viii. Data residing in the Tools, documents, reports, etc. has to be shared and explained with proper care to the

personnel identified by NABARD.

7.12 Resolution of Disputes

i. NABARD and the Vendor shall make every effort to resolve amicably, by direct informal negotiation

between the respective project directors of NABARD and the Vendor, any disagreement or dispute

arising between them under or in connection with the contract. The ‘Project Director’ will be

defined by the designation of responsible officers of Bidder and NABARD.

ii. All disputes and differences of any kind whatsoever, arising out of or in connection with this RFP or

in the discharge of any obligation arising under this RFP (Whether during the course of execution

of the order or after completion and whether before or after termination, abandonment or breach

of the terms and conditions of RFP) shall be resolved amicably.

iii. In case of failure to resolve the disputes and differences amicably within 30 days of the receipt of

notice by the other party, then such unsettled dispute or difference shall be referred to arbitration

by sole arbitrator mutually agreed in accordance with the Arbitration and Conciliation Act, 1996. If

no agreement is arrived at within 30 days from the date of notice as to who shall be the sole

arbitrator, then the sole arbitrator shall be appointed as hereinafter provided.

iv. In case Vendor raises a dispute and the same is referred to arbitration, NABARD shall send to

Vendor/Bidder a list of three names of persons who shall be presently unconnected with NABARD

or Vendor. Vendor shall on receipt of the names as aforesaid, select any one person so named to

be appointed as sole arbitrator and communicate his name to NABARD within 30 days of receipt of

the names. Vendor shall thereupon without delay appoint the said person as the sole arbitrator. If

Vendor fails to select the person as sole arbitrator within 30 days of receipt of the panel NABARD

shall be entitled to appoint one of the persons from the panel as sole arbitrator and communicate

his name to Vendor. If the person so appointed is unable or unwilling to act or refuses his

appointment or vacates his office due to any reason whatsoever, another person shall be

appointed by NABARD from the above list of persons.

v. In case NABARD raises a dispute and the same is referred to arbitration, Vendor shall send to

NABARD a list of three names of persons who shall be presently unconnected with Vendor or

NABARD. NABARD shall on receipt of the names as aforesaid, select any one person out of the

panel of three so named to be appointed as sole arbitrator and communicate his name to Vendor

P a g e 79 | 129

within 30 days of receipt of the names. Vendor shall thereupon without delay appoint the said

person as the sole arbitrator. If NABARD fails to select the person as sole arbitrator within 30 days

of receipt of the panel, Vendor shall be entitled to appoint one of the persons from the panel as

sole arbitrator and communicate his name to NABARD. If the person so appointed is unable or

unwilling to act or refuses his appointment or vacates his office due to any reason whatsoever,

another person shall be appointed by Vendor from the above list of persons.

vi. The Arbitration shall be governed by the Arbitration and Conciliation Act, 1996 as in force and as

amended from time to time. Where the parties appoint an Arbitrator, as per the procedure

mentioned hereinabove, the award of the Arbitrator shall be final and binding on the parties. It is

hereby agreed that in all disputes referred to the Arbitration, the Arbitrator shall give a separate

award in respect of each dispute or difference in accordance with the terms of reference and the

award shall be a reasoned award. It is hereby agreed that the Arbitrator shall not have powers to

order any interim measures whatsoever during the course of arbitration.

vii. The fees, if any, of the Arbitrator shall initially be paid in equal proportion by each of the parties.

The cost of the reference and of the award including the fees, if any, of the Arbitrator shall be

directed to be finally borne and paid by such party or parties to the dispute in such manner or

proportion as may be directed by the Arbitrator as the case may be in the award.

viii. All disputes arising out of or in any way connected with this Agreement shall be deemed to have

arisen at Mumbai only and Courts in Mumbai only shall have jurisdiction to determine the same.

ix. Irrespective of the status of the arbitration, the service should continue as per the SLA.

*********************************************************************************

P a g e 80 | 129

Annexure - I : Eligibility Bid – Covering Letter

(To be submitted on Bidder’s company letter head)

Date:

The Chief General Manager

National Bank for Agriculture and Rural Development

Department of Information Technology, Fifth floor, C Wing

C-24, 'G' Block, Bandra-kurla Complex,

P.B. No. 8121, Bandra (East),

Mumbai - 400 051.

Dear Sir,

COMPREHENSIVE IT SERVICE MANAGEMENT

RFP No : ………………….. dated …………………. - Eligibility Bid

We, the undersigned bidder, having read and examined the aforesaid RFP document in detail, do

hereby propose to extend the services as specified in the Tender document number ................. dated

................ and submit the following as per requirement. Techincal bid and commercial bid inside

separate envelopes in prescribed formats.

We hereby declare that our bid is made in good faith, without collusion or fraud and the informati on

contained in the bid is true and correct to the best of our knowledge and belief.

We also undertake to have read, understood and accepted the terms and conditions specially those

related to evaluation and selection processes mentioned in the RFP except the points mentioned in

Annexure-VI (List of deviation) in our bid response. Having submitted our response to the aforesaid

RFP, we also understand not to have any option to raise any objection against any of the s aid processes

defined in the RFP in any future date. We understand that our bid is binding on us and that you are not

bound to accept a bid you receive.

Thanking you,

Yours sincerely,

Date Signature of Authorised Signatory …

Place Name of the Authorised Signatory …

Designation …

Name of the Organisation …

Seal …

P a g e 81 | 129

Annexure – II : General Information about Bidder

RFP No. …………………. Dated ………………….

Details of the Bidder (Company)

1 Name of the Bidder

2 Address of the Bidder

3 Status of the Company (Public Ltd/ Pvt. Ltd)

4

Details of Incorporation of the Company Date:

Ref.#

5

Details of Commencement of Business Date:

Ref.#

6 Valid Sales tax registration no.

7 Valid Service tax registration no.

8 Permanent Account Number (PAN)

9 Name & Designation of the contact person to whom all

references shall be made regarding this tender

10 Telephone No. (with STD Code)

11 E-Mail of the contact person:

12 Fax No. (with STD Code)

13 Website

14 Financial Details (as per audited Balance Sheets) (in Cr)

15 Year 2013-14 2014-15 2015-16

16 Net Worth

17 Turn Over

18 PAT



Designation …


Seal …

P a g e 82 | 129

Annexure - III : Response to the Minimum Eligibility Criteria

(RFP No. ……………. Dated

……………………..) Sr.

No.

Basic

Requirement Requirement

Documents Required Bidde

r’s

Comp

liance

Description

of proof

attached

of proof

attached

A. Bidder Profile

1

Legal Entity

The Bidder should be a

company registered in India

and under the Companies

Act 1956. Certification of

Incorporation to be

submitted

Certificate of

Incorporation or

Partnership Deed

Yes/No

2 Registered with the Service

Tax Authorities

Registration Certificate Yes/No

3

Should have been operating

for the last 10 years as of 1st

March 2016

Authentic certificate from

the practicing fellow

member of Institute of

Chartered Accountant of

India (FCA).

Yes/No

4

Geographical

Presence

The Bidder should have their

registered office in India

Copy of registration

certificate

Yes/No

5

Bidder should have its

offices in at least 10 State

Capitals in India. Specify

locations and addresses

along with details of office in

charge. Submit List of offices

with addresses signed by


Declaration from the

authorized signatory along

with the address, phone

number and contact

person of the location.

Yes/No

6 Total Turnover

& Profit

The Bidder should have

been in business at least for

Audited balance sheet and

profit & loss account

Yes/No

P a g e 83 | 129

a period of 10 years in India

and have revenue of at least

INR 300 crores in the past 5

financial years as of 31st

March 2016

7

The bidder should have

been making net profit of

minimum INR. 50 crores for

the last three (3) financial

years as of 31st March 2016

Yes/No

8 Certifications

Bidder should have the

following valid certifications

as on date of submission of

the Proposal and should

have been certified for the

past 3 years. Copy of the

Certificates to be attached

with the proposal:

· ISO 20000-1: 2011

· ISO 9001

· ISO 27001:2005

Copy of certification which

is valid on date of

submission.

Yes/No

9

Manpower

Strength

The Bidder should have

strong capabilities in

providing support

framework using ITIL

process. Should have

employed more than 30 ITIL

certified professionals

Proof / undertaking from

the Authorized signatory

to be submitted

Yes/No

10

Bidder’s remote

infrastructure should have

minimum 2000 qualified

personnel for delivering

similar support services

Yes/No

11

The bidder should have

minimum 1000 qualified

support engineers having

BE/B.Tech/MCA in

IT/Computer Science/

Yes/No

P a g e 84 | 129

Electronics &

Communication/Electronics

or higher on company

payroll as on submission of

bid.

12 Labor Laws

The Bidder should give an

undertaking that it is

following minimum wages

act and other directives of

the Government, as

applicable for all employees

associated with this project,

from time to time.

Declaration on letter

head of the company from

the authorized signatory

duly singed and stamped

Yes/No

13

The company or any of its

subsidiaries / related legal

entities should have never

been blacklisted/barre d

(temporary or

permanent)/disqualified

by any regulator /statutory

body / public sector

undertaking in India or

Internationally. The bidder

must give a declaration to

this effect on its

letterhead.

Self declarati on

certificate by authori ze d

signatory as per the

format given in Annexure

Yes/No

B. Relevant Past Experience of the Bidder

14

Technical

Strength

The Bidder should

be in the business

of IT

Services/AMC/FM

S for at least 5

years as of 31st

March 2016

Memorandum and Articles of

Association or Copy of Work orders

confirming only year and Area of

activity

Yes/No

15

Bidders client list

include banks, FIs,

Government

Undertakings, and

Declaration from bidder listing at

least 5 such major clients.

Yes/No

P a g e 85 | 129

other reputed

organizations.

16

The Bidder should

be a leading

Information

Technology (IT)

Services Company

with IT Services as

its main business



Institute of Chartered Accountant of

India (FCA) clearly showing the IT

services revenue.

Yes/No

17

Bidder should

have remote

infrastructure

management

capabilities and

have facilities

which are

certified with ISO

20000/ISO 27001:

2005 for the past

4 financial years

ISO certificates for remote center or

declaration on the company letter

head by authorized signatory duly

singed and stamped

Yes/No

18

Bidder should

have the

capabilities to

handle AMC-FMS

services for all

brands and makes

of computer

systems and

peripherals. The

bidder should be

able to provide

FMS for all

hardware items

and support for all

computing

platforms and

services as listed

in the Scope of

Work.

Yes/No

P a g e 86 | 129

19

The Bidder should

have capability to

generate

automatic tickets

from monitoring

alerts –

monitoring to

incident

management

tools need to be

integrated

Declaration on letter head of the

company from the authorized

signatory duly singed and stamped.

Framework overview document also

to be submitted

Yes/No

20

The escalation

matrix provided

by customer

should be

completely

automated

allowing tickets to

escalate within

the incident

management

system

automatically

with Email and

SMS notification

to customer's

relevant

stakeholders

Yes/No

21

The Bidder should

provide online

Asset details for

transparent

management /

reconciliation of

asset data

between

Customer's and

service provider

Yes/No

P a g e 87 | 129

Annexure – IV : Declaration Regarding Clean Track Record

(To be submitted on Prime Bidder’s company letter head)

Date:






Mumbai - 400 051.

Dear Sir,

Declaration Regarding Clean Track Record

RFP No : dated

…………….. Dear Sir,

We refer to the Terms & Conditions contained in the RFP No. …………………. date d

…………………

We hereby declare that our company has not been debarred/ black listed by any Governme nt

/ Semi Government organizations/ Banks in India. I further certify that I am competent officer in my

company to make this declaration that our bid is binding on us and that you are not bound to accept

a bid you receive.

Thanking you,

Yours Sincerely,



Designation …


Seal …

P a g e 88 | 129

Annexure – V : Response to the Technical Bid

(RFP No. ……………. dated ……………………..)

Part A: Evaluation Matrix for Bidder’s Technical Profile:

S.N

Criteria

Criteria Points

(Max Marks)

Description of proof

attached

1(a)

Should have experience of on-site Facility Management for a

value of Rs. 20 lakh per annum or above with at least two All

India Public Financial Institutions or Scheduled Commercial

Banks / Government Setup / Large Corporate LC) spread

across multiple states/regions in India where

ii i ) The bidder should have provided FM services at customer’s

premises with their onsite engineer.

iv) Services are valid and shall be in effect till March 2016.

Bidder would have to submit satisfactory certificate against

referred services.

Services without satisfactory certificate will not be considered.

Max Marks

7.5

Referred Client name

and

Location (where

facilities has been set

up for centralized

management of IT

Infrastructure at the

customer’s premise):

(A letter from the

Institution )

For 9 or more Govt. Sector / PSU/Banks/FIs in

India

7.5

For 5-8 Govt. Sector / PSU/Banks/FIs in India 4 For 3 to 4 in Govt. Sector / PSU/Banks/FIs /LC in

India (discuss whether 2-4?)

2

P a g e 89 | 129

1(b)

Should have deployed more than 50% of the

tools proposed for NABARD at any other

customer sites.

Max Marks 7.5 Declaration with list of

deployments and tools

implemented.

No of deployments >= 5 sites 7.5


sites

4


sites

2

No deployments 0

2

Must be engaged in the business of ‘IT

Facility management for at least 10 years as

on March 31, 2016 in India.

(Only complete year will be taken into

consideration)

Max Marks

15

Incorporation

Certificate no:

Date of

Incorporation Being in the Business for more than 15 years 15

P a g e 90 | 129

Being in the Business for 10 to 15 years 10

Referred Client

PO NO

PO Date

Services provided

Being in the Business for 5 to 9 years

05

3

Technical & Qualified Manpower on the company

pay roll

- Minimum Qualification: Qualification

mentioned against qualification for Server

Engineer & Network Engineer – List to be

provided with their qualification (PF/ESI

documentary evidence to be submitted)

Max Marks 15

Detail on letter head

signed by the HR

head and attested by

the authorized

signatory

300 & above Qualified & Experienced Engineers 15



4

Bidder is certified partner /registered partner of

Microsoft

Max Marks 5


Bidder is Gold certified partner of Microsoft

05


Bidder is Silver certified partner of Microsoft 03

Bidder is registered partner of Microsoft. 01

5

Average Annual Turnover for Last 3 years (with

respect to FM Services & Annual Maintenance

Contract only)

Letter from Company Secretary to provided

Max Marks 10

Balance sheet / CS

Certificate

More than 800 Cr. 10



P a g e 91 | 129

6

Direct Support Centers at locations of the Bank (

other than Mumbai, Locations are mentioned in

Appendix A)

Max Marks 10

Address of Service

support center at

Mumbai.

Address for other

offices

More than 30 NABARD Offices 10


NABARD offices

7


NABARD offices

5


NABARD offices

03

Signed by the


7 No of NABARD offices (other than Mumbai,

NABARD offices are mentioned in Appendix A)

where support will be provided through their

channel partner (List to be provided on letter

head)

Max Marks 10

Address of Service

support center at

Mumbai.

Address for other

offices

Signed by the


None 10

Up to 15 07



More than 30 01

Total Technical Score 80

P a g e 92 | 129

Part B: Evaluation of conformity to SoW

1. For each of the sections mentioned in the Table below, the bidder is required to specify the tools along with

its key features (wherever applicable).

2. Moreover, the bidders must provide written justification of how much they are conforming to the SoW (AMC,

Tools, FM Services) for each of the 13 sections in SoW document.

Serial

No Service

Components

Technical Competency Full Marks

(80)

Minimum

Marks

Required

1. AMC for

Computers and

Peripherals

(iii) Will be competent to address all points

mentioned in Scope of Work (including on-site

maintenance)

6

7

(iv) Ability to maintain stand-by devices 4

2. Desktop

Management

(iii) Desktop Management Tool must satisfy the

functionalities in SoW

3

4 (iv) FM service capabilities regarding desktop

management as mentioned in SoW

2

3. Asset-

Configuration-

Licence

Management

(iii) Asset-Configuration-License Management

Tool must satisfy the functions in SoW

3

4

(iv) FMS capabilities regarding Asset-

Configuration-License Management as

mentioned in SoW

2

4. Patch

Management

(iii) Patch Management Tool must satisfy the

functions in SoW

3

4 (iv) FMS capabilities regarding Patch


2

5. Domain

Services

Management

(iii) Domain Services Management Tool must


3

4

(iv) FMS capabilities regarding Domain Services


2

6. File Services

Management

FMS capabilities regarding File Server Management as

mentioned in SoW

4 2

7. Storage

Management

(iii) Storage Management Tool must satisfy the

functions in SoW

3

4 (iv) FMS capabilities regarding Storage


2

8. Data Center

and Server

Management

(iii) Data Center and Server Management Tool


3

4

(iv) FMS capabilities regarding Data Center and

Server Management as mentioned in SoW

2

P a g e 93 | 129

9. Network

Management

(iii) Network Management Tool must satisfy the

functions in SoW

6

7 (iv) FMS capabilities regarding Network


4

10. IT Security

Management

(iii) IT Security Management Tool must satisfy the

functions in SoW

5

6 (iv) FMS capabilities regarding IT Security


3

11. DBA(Oracle and

MSSQL)

(iii) DBA Tool must satisfy the functions in SoW 3

4

(iv) FMS capabilities regarding Data Base

Administration as mentioned in SoW

3

12. Vendor

Management

(ii) Vendor Management Tool must satisfy the

functions in SoW

3

4

(iv) Vendor Management Tool must satisfy the

functions in SoW

2

13. Help/Service

desk

Management

(v) Help/Service Desk Management Tool must


4

6 (vi) Help/Service Desk Management Tool must


3

P a g e 94 | 129

Annexure – VI : Statement of Deviations RFP No. ………………………. dated ………………..

Bidders should provide details of all deviations, comments and observations or suggestions in the

following format duly signed and sealed. You are also requested to provide a reference of the page

number, state the clarification point and the comment/ suggestion/ deviation that you propose as

shown below.

NABARD shall exercise discretion in accepting or rejecting all or any of the deviations which shall not

entitle the bidder to submit a revised commercial bid. Further, any deviation mentioned elsewhere in

the response other than in this format shall not be considered as deviation by NABARD.

List of Deviations

Clarification point as stated in

the tender document

Page / Section Number in

RFP Comment/ Suggestion/ Deviation

1

.

2

.

Note:

All the queries received on or before the date of the Pre-Bid meeting would be taken in records and appropriate

response / changes will be given as corrigendum to the RFP.



Designation …


Seal …

P a g e 95 | 129

Annexure –VII : Letter of Competence

(To be executed on a non-judicial stamp paper)

RFP No : ................................... dated ............................

This is to certify that we [Insert name of Bidder], address…………………..are fully competent to

undertake and successfully deliver the scope of services mentioned in the above RFP. This

recommendation is being made after fully understanding the objectives of the project and

requirements of providing services as mentioned in the captioned RFP.

We also certify that all the information given by in response to this RFP is true and correct.



Designation …


Seal …

P a g e 96 | 129

Annexure - VIII : Power of Attorney

(To be executed on non-judicial stamp paper)

POWER OF ATTORNEY

BY THIS POWER OF ATTORNEY executed on , 201.., We ,

a Company incorporated under the Companies Act, 1956, having its Registered Office

at

(hereinafter referred to as “the Company”) doth hereby nominate,

constitute and appoint <Name>, <Employee no.>, < Designation> of the Company, as its duly

constituted Attorney, in the name and on behalf of the Company to do and execute any or all of the

following acts, deeds, matters and things, namely :-

Execute and submit on behalf of the Company a Proposal and other papers / documents with

‘NABARD’ relating to ‘Request for proposal No. …………………… dated for Facility Managem e nt

Services and to attend meetings and hold discussions on behalf of the Company with NABARD in

this regard.

THE COMPANY DOTH hereby agree to ratify and confirm all whatsoever the attorney shall lawfully

do or cause to be done under or by virtue of these presents including anything done after revocation

hereof but prior to actual or express notice thereof being received by the person or persons for the time

being dealing with the attorney hereunder.

IN WITNESS WHEREOF, has caused these presents to be executed

by

on the day, month and year mentioned

hereinabove. For and on behalf of the Board of Directors of

WITNESS :

Signature of

Attested

P a g e 97 | 129

Annexure – IX : Letter of Conformity


Date:






Mumbai - 400 051.

Dear Sir,


RFP No : ..................... dated .....................

We, the undersigned bidders, having read and examined the aforesaid RFP document, issued by

NABARD and hereinafter referred as ‘bank’ do hereby covenant, warrant and confirm as follows.

We hereby agree to comply with all the terms and conditions / stipulations as contained in the RFP

and the related addendums and other documents including the changes made to the original tender

documents issued by the bank, provided however that only the list of deviations furnished by us in

Annexure VII of the main RFP document which are expressly accepted by the Bank and

communicated to us in writing, shall form a valid and binding part of the aforesaid RFP docume nt.

The Bank is not bound by any other extraneous matters or deviations, even if mentioned by us

elsewhere either in our proposal or any subsequent deviations sought by us, whether orally or in

writing, and the Bank’s decision not to accept any such extraneous conditions and deviations will be

final and binding on us.

We also here by confirm that our prices as specified in our Commercial Bid are as per the Payment

terms specified in the Tender document.

Thanking you,

Yours sincerely,

P a g e 98 | 129

Annexure – X : Letter of Conformity for the Hardcopies


Date:






Mumbai - 400 051.

Dear Sir,


RFP No : ..................... dated .....................

We, the undersigned bidders, having read and examined the aforesaid RFP document, issued by

NABARD and hereinafter referred as ‘bank’ do hereby covenant, warrant and confirm as follows.

The soft-copies of the proposal submitted by us in response to the RFP and the related addendums

and other documents including the changes made to the original tender documents issued by the

Bank, conform to and are identical with the hard-copies of aforesaid proposal submitted by us, in all

respects.

Thanking you,

Yours sincerely,



Designation …


Seal …

P a g e 99 | 129

Annexure – XI : Commercial Bid - Covering Letter


Date:






Mumbai - 400 051.

Dear Sir,


RFP No : ………………….. dated …………………. - Commercial Bid

We, the undersigned, offer to provide services for the above-mentioned project, in accordance with

your RFP No..................... dated ................. and our proposal (Technical and Commercial Proposal s)

dated [Date]. The total fee is exclusive of all taxes, duties, charges and levies (as applicable and

payable under the local laws) and the other expenses like out-of-pocket expenses that we might incur

and there will be no additional charges whatsoever. We will abide by the payment terms as

mentioned in the aforesaid RFP.

Our commercial proposal shall be binding upon us, subject to the modifications resulting from

contract discussions, up to expiration of the validity period of the proposal, i.e., [Insert date as per

RFP].

Yours sincerely,



Designation …


Seal …

P a g e 100 | 129

Annexure – XII : Response to the Commercial Bid

(RF No. ……………. dated ……………………..)

Commercial Bid Format

The structure of the Bidder’s commercial response to this tender must be as per following order.

The Commercial Bid Response must be submitted with Commercial Bid covering letter.

Bidders are requested to note the following:

All the details must be provided as per format. Incomplete formats will result in rejection of the

proposal.

Masked commercial bids must be given with technical bid. All the pages of commercial bids must

be sealed and signed by authorized signatory.

All the quoted costs must exclude all applicable taxes, charges and other levies.

All applicable taxes, octroi and other levies may be indicated separately.

Bidder must submit softcopy of complete commercial bid inside the sealed envelope meant for

‘Commercial Proposal’.

All the rates must be quoted in INR.

The prices in any form or by any reasons should not be disclosed in the technical or other parts

of the bid except in the commercial bid. Failure to do so will make the bid liable to be rejected.

The commercials quoted in the commercial bid are valid for six months from the closure date of

bid.

Authorized Signatories

(Name & Designation, seal of the company)

Date:

P a g e 101 | 129

Table 1 : COMMERCIAL BID

FORMAT FOR FURNISHING AMC RATES

Note:

The format for Commercial Bid is given below. Bidders have to fill the fields concerned from the summary portion of the

Annexure in the appropriate space given below;

i. The inventory list is only indicative – there may be deviations in the configurations, count and brand.

ii. Bidders are requested to quote their best rate for each item, which are indicated in this Annexure.

iii. All the costs must be quoted on yearly basis for three years. The same cost will be applicable, if the

service contract is extended for two more years.

The commercial bid will be comprising of three different quotes, as under

QUOTE – A: This will have the rates of PCs, Servers and other items for the enclosed list of hardware. “Appendix V”

Tax at source will be deducted, wherever applicable.

AMC details (For the complete IT Assets in the Bank including the list given in Appendix V)

Office Location Amount

1. Head Office Rs.

2. Regional Offices / Training

Establishments Rs.

AMC Total (Figure I)

## Rate (Annual Amount

Engineer Job Profile Qty. cost) (Annual cost X

Qty.)

1. AMC for Computers and Peripherals +

Desktop Management 3

P a g e 102 | 129

2. Patch Management + Data Center and

Server Management 2

3. Domain Services Management +File

Services Management 2

4. Network Management 2

5. IT Security Management 1

6. DBA(Oracle and MSSQL) 2

7. Vendor Management +Asset-

Configuration-License Management 1

8. Help/Service desk Management 2

One Local Engineer at each RO/TE 34

FMS TOTAL (Figure II) 49

List of all Tools and Other Software Components (details) [Yearly Cost

for individual software needs to be given]

Tools Total (Figure III)

Total Amount : Figure I + II + III

(AMC + FMS+ Tools,etc) = Rs.

/-

(exclusive of all taxes & levies)

Break-up of taxes, levies, duties must be mentioned in separate

table.

## As per Bank’s understanding a total of 15 engineers with necessary skillsets as indicated the Appendix III.

However, the bidder is expected to propose a suitable team structure, composition and number of engineers.

P a g e 103 | 129

Annexure – XIII : Performance Bank Guarantee

(To be executed on non-judicial stamp paper)

(This is a sample format and final content is subject to verification before execution of the

document)

BANK GUARANTEE






Mumbai - 400 051.

KNOW ALL MEN BY THESE PRESENTS that in consideration of the NABARD constituted under an

Act of the Parliament viz. ………………………………………. transferring the agricultural credit functions of RBI

and refinance functions of the then Agricultural Refinance and Development Corporation (ARDC) having

its head office at ………………………………………………………………….(hereinafter called the NABARD ) having

agreed to award a contract to M/s. ‘ Bidder Name’ having its office at ‘ Bidder’s Office Address’ ,

(hereinafter called "the Bidder") for providing COMPREHENSIVE IT SERVICE MANAGEMENT

on the terms and conditions contained in Managed Services Agreement dated made between

the Bidder and the NABARD (hereinafter called "the said Agreement”) which terms, interalia,

stipulates for submission of an Bank guarantee for 10% of the contract value i.e. Rs. (Rupees

________ only), for the due fulfillment by the Bidder of the terms and conditions of the said

Agreement.

At the request of the Bidder, (Bank name & address) a national banking associati on

duly constituted and in existence in accordance with the laws of the Government of India now in

force, having its principal office in India at …………….and, for the purposes of this Guarantee, acting

through

its branch namely (Bank name & address) (herein after referred to as (Bank name)

which term shall mean and include, unless to repugnant to the context or

meaning thereof, its successors and permitted assigns), hereby issue our guarantee No

in favour of National Bank for Agriculture and Rural Development.

P a g e 104 | 129

1. We, do hereby unconditionally and irrevocably undertake to pay to NABARD, without any

demur or protest, merely on receipt of a written demand in original before the close of

banking business hours.The Guarantee herein contained shall not be determined or

affected by Liquidation or winding up or insolvency or closure of the Bidder or any change

in the constitution of the Bidder or of the Bank.

2. The executants has the power to issue this guarantee and executants on behalf of the

Bank and hold full and valid Power of Attorney granted in their favour by the Bank

authorizing them to execute this guarantee.

Notwithstanding anything contained hereinabove, our liability under this guarantee is restricted to

(Rupees ). This guarantee shall remain in force until

(date) Our liability hereunder is conditional upon your lodging a demand or claim

with us and unless a demand or claim is lodged with us on or before (date) , your rights under

the guarantee shall be forfeited and we shall not be liable there under. This guarantee shall be governed

by and construed in accordance with the laws of India. The Guarantee will be returned to the Bank

when the purpose of the guarantee has been fulfilled or at its expiry, whichever is earlier.

We, (bank name, place) lastly undertake not to revoke this guarantee during its

currency except with the previous consent of the Bank in writing.

Notwithstanding anything to the contrary contained herein, the liability of (bank name & place)

under this guarantee is restricted to a maximum total amount of (Rupees ).

Our liability pursuant to this guarantee is conditional upon the receipt of a valid and duly executed

written claim, in original, by (bank name & address) , delivered by hand, courier

or registered post, prior to close of banking hours on (date) , failing which all rights under this

guarantee shall be forfeited and (bank name & place) shall absolutely and

unequivocally discharged of all of its obligations hereunder. This Guarantee shall be governed by and

construed in accordance with the laws of India and competent courts in the city of (place ) shall

have exclusive jurisdiction.

Kindly return the original of this guarantee to (bank name & address) upon the earlier of (a) its

discharge by payment of claims aggregating to (Rupees ) (b) fulfillment of

the purpose for which this guarantee was issued; or (c) (date)”

P a g e 105 | 129

All claims under this guarantee will be made payable at (bank name & address) by

way of DD payable at Mumbai

In witness where of we ...................... have set and subscribed our hand and seal this

........................day of

.........................2016 .

SIGNED, SEALED AND DELIVERED.

BY

AT

IN THE PRESENCE OF WITNESS :1) Name ..........................

Signature.......................

Designation..................

2) Name ..........................

Signature.......................

Designation.............

.....

P a g e 106 | 129

Annexure XIV : Manufacturer Authorization Letter

Manufacturer Authorization letter on OEM letter head

Date:

To,






Mumbai - 400 051.

Dear Sir,

Whereas , having its corporate address at

do hereby authorize M/s ……………………… (Bidder’s Name) having its office at …………………. (Bidder’s

Address) to submit a Bid and subsequently negotiate with you for resell of the following proposed

Products required to meet the requirements speculated in Request for Proposal

………………………………… (RFP reference number) received from your Bank by the bidder. We also

inform that M/s is our authorized partner with the highest partnership level, which is since . Product

Names – (List of Product Family) We hereby extend our warranty & support in accordance with

requirements mentioned in the Request For Proposal. We also concur to the Bank’s requirement that

if the Bank desires to get the services delivered by their appointed vendor or System Integrator, then

we shall transfer such services to that preferred vendor at no additional cost to the Bank.

Yours Faithfully

Authorised Signatory

(Name: Phone No. Fax E-mail )

(This letter should be on the letterhead of the Manufacturer duly signed & seal by an authorized

signatory and it should be given for all tools and software).

P a g e 107 | 129

Annexure - XV : Resource Deployment Plan

Date:

To,






Mumbai - 400 051.

Dear Sir,

We propose to deploy the resources as per RFP as indicated in the table below.

S No. Date Position

Yours Faithfully

Authorised Signatory

(Name: Phone No. Fax E_mail )

(This letter should be on the letterhead of the Manufacturer duly signed & seal by an authorized

signatory)

P a g e 108 | 129

Annexure – XVI : Bank Guarantee in Lieu of Earnest Money Deposit for Tenderer/Bidder

To,

............................

WHEREAS company/firm within the meaning of the Companies Act, 1956 having its registered office at

(hereinafter called “the vendor/bidder”) have in response to your Tender Notice/offer against

specification number for....... offered to supply and/or execute the work as contained in Tenderer's

letter No. ..... dated ...........

AND WHEREAS the Tenderer/Bidder is required to furnish to you a Bank Guarantee for the sum of Rs.

as Earnest Money against the Tenderer's offer as aforesaid:-

AND WHEREAS We (name of Bank) have, at the request of the Tenderer/bidder, agreed to give you this

guarantee as hereinafter contained :

NOW THEREFORE in consideration of the premises We, the undersigned, hereby covenant that the

aforesaid tender of the Tenderer shall remain open for acceptance by you during the period of validity

as mentioned in the tender or any extension thereof as you and the Tenderer may subsequently agree

and if the Tenderer shall for any reason back out, whether expressly or impliedly, from his said Tender

during the period of its validity or any extension thereof as aforesaid, WE hereby guarantee to you the

payment of the sum of Rs....... on demand, notwithstanding the existence of any dispute between you

or your authorized representative and the Tenderer in this regard AND WE hereby further agrees as

follows:-

(a) That you may without affecting this guarantee grant time or their indulgence to or negotiate further

with Tenderer in regard to the conditions contained in the said tender and thereby modify these

conditions or add thereto any further conditions as may be mutually agreed upon between you and the

Tenderer.

(b) that the guarantee hereinbefore contained shall not be affected by any change in the constitution

of our Bank or in the constitution of the Tenderer.

(c) That any account settled between you and the Tenderer shall be conclusive evidence against us of

the amount due hereunder and shall not be questioned by us.

(d) that this guarantee commences from the date hereof and shall remain in force till the Tenderer, if

his tender is accepted by you, furnishes the security as required under the said specifications and

executes a formal agreement as therein provided or till four months after the period of validity or the

extended period of validity, as the case may be of the tender, whichever of these is earlier.

P a g e 109 | 129

(e) that the expressions “the tenderer” and “the Bank” herein used shall, unless such an interpretation

is repugnant to the subject or context, include their respective successors and assigns.

Yours faithfully

Dated this day of 2016 at

For and on behalf of Bank

P a g e 110 | 129

Annexure – XVII : Letter of Indemnity and Undertaking

(to be submitted by the successful bidder)

To

The Chief General Manager, DIT



C-24, 'G' Block, Bandra-Kurla Complex,


Mumbai - 400 051.

Dear Sir

Caption

WHEREAS the National Bank for Agriculture and Rural Development, a corporation established

under the National Bank for Agriculture and Rural Development Act, 1981 (hereinafter referred

to as 'NABARD') has expressed desire to avail an Alternate MPLS Network Connectivity at various

locations of NABARD as per the Schedule hereunder written and which are hereinafter for brevity

sake referred to as MPLS Service, subject to our furnishing declarations and indemnity as

contained hereafter.

NOW THEREFORE THIS LETTER OR INDEMNITY WITNESSETH THAT:

We, the _______________ Limited hereby declare and certify that we are the rightful owners/

licensees of the said solution offered for sale to NABARD and that the sale of the said solution to

NABARD by us and the use thereof by NABARD does not infringe the property or other

intellectual property or copy rights of any other person and that the same does not infringe the

Copy of Rights Act, 1957 or any other Act for the time being in force.

We, the said ___________________________ Limited hereby agree to indemnify and keep

indemnified and harmless NABARD, its Officers, servants, agents and other authorised persons

against any action that may be brought against us for infringement of the right of property or

other intellectual property or copy rights in respect of the said systems package supplied by us

to NABARD and will defend the same at our cost and consequences and will pay or reimburse

NABARD, its officers, servants, agents and other authorised persons from all costs and other

expenses that they may be put to or incur in that connection in accordance with the terms as

provided for within the end User License Agreement that accompanies the said systems.

P a g e 111 | 129

We, the said ___________________________ Limited hereby also agree to indemnify and keep

indemnified and harmless NABARD, its Officers, servants, agents and other authorised persons

against any third party claims in respect of any damages or compensation payable in

onsequences of any accident or injury sustained or suffered by our employees or agents, or by

any other third party resulting from or by any action, omission, or operation conducted by or on

behalf of us and against any and all claims by employees, workmen, contractors, sub-contractors,

suppliers, agent(s), employed, engaged, or otherwise working for us, in respect of any and all

claims under the Labour Laws including wages, salaries, remuneration, compensation or like.

SCHEDULE

(Please list all the hardware/software supplied to NABARD for providing this service)

Yours faithfully

(Name and Designation) of Authorized Official

P a g e 112 | 129

ANNEXURE - XVIII : Bank Account Details for E-payment [To be submitted on Letter Head]

S NO. Account Details

1 Beneficiary Name and Address :

2 Bank and Branch Name With Address To Which Funds Should Be Remitted :

3 Branch Code :

4 Beneficiary A/c. Number :

5 IFSC Code of the Bank Branch To Which Funds Would Be Remitted :

6 Account Type of Beneficiary Account No. [SB / CA]:

7 Cancelled Cheque: [To be enclosed]

Note : In future, whenever there will be any change in the above account details, the same will be

intimated to NABARD.

Signature of Authorised Official with Stamp : ...........................................

Name : ........................................... Date : ............................................ Company Seal : ……………………………….

P a g e 113 | 129

Annexure - XIX : Pre Contract Integrity Pact

General

This pre-bid pre-contract Agreement (hereinafter called the Integrity Pact) is made on ________ day of the month of ____________ between, on one hand, National Bank for Agriculture and Rural Development (NABARD), represented by Shri __________________ (hereinafter called the “BUYER”, which expression shall mean and include, unless the context otherwise requires, his successors in office and assigns) of the First Part and M/s __________ represented by Shri _______________, Chief Executive Officer (hereinafter called the “BIDDER/Seller” which expression shall mean and include, unless the context otherwise requires, his successors and permitted assigns) of the Second Part.

WHEREAS the BUYER proposes to procure (Name of the Stores/Equipment/Item) and the BIDDER/Seller is willing to offer/has offered the stores and WHEREAS the BIDDER is a private company/public company/Government undertaking/partnership/registered export agency, constituted in accordance with the relevant law

in the matter and the BUYER is a body corporate established under NABARD Act, 1981 having its Head Office at Plot No.C-24, Block ‘G’, Bandra-Kurla Complex, Bandra (East), Mumbai. NOW, THEREFORE,

To avoid all forms of corruption by following a system that is fair, transparent and free from any

influence/prejudiced dealings prior to, during and subsequent to the currency of the contract to be entered into with a view to :-

Enabling the BUYER to obtain the desired said stores/equipment at a competitive price in conformity

with the defined specifications by avoiding the high cost and the distortionary impact of corruption on public procurement and

Enabling BIDDERs to abstain from bribing or indulging in any corrupt practice in order to secure the contract by providing assurance to them that their competitors will also abstain from bribing and

other corrupt practices and the BUYER will commit to prevent corruption, in any form, by its officials by following transparent procedures.

The parties hereto hereby agree to enter into this Integrity Pact and agree as follows :

Commitments of the BUYER

1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly with the

contract, will demand, take a promise for or accept, directly or through intermediaries, any bribe, consideration, gift, reward, favour or any material or immaterial benefit of any other advantage from the BIDDER, either for themselves or for any person, organization or third

P a g e 114 | 129

party related to the contract in exchange for an advantage in the bidding process, bid evaluation, contracting or implementation process related to the contract.

1.2 The BUYER will , during the pre-contract stage, treat all BIDDERs alike, and will provide to all BIDDERs the same information and will not provide any such information to any particular BIDDER which could afford an advantage to that particular BIDDER in comparison to other BIDDERs.

1.3 All the officials of the BUYER will report to the appropriate Government office any attempted or completed breaches of the above commitments as well as any substantial suspicion of such

a breach.

2. In case any such preceding misconduct on the part of such official(s) is reported by the BIDDER to the BUYER with full and verifiable facts and the same is prima facie found to the correct by the BUYER, necessary disciplinary proceedings, or any other action as deemed fit including criminal proceedings may be initiated by the BUYER and such a person shall be debarred from further dealings related to the contract process. In such a case while an enquiry in being conducted by the BUYER the

proceedings under the contract would not be stalled.

Commitments of BIDDERs

3. The BIDDER commits itself to take all measures to prevent corrupt practices, unfair means and illegal activities during any stage of its bid or during an pre-contract or post-contract stage in order to secure the contract or in furtherance to secure it and in particular commit itself to the following :- 3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration,

reward, favour, any material immaterial benefit or other advantage, commission, fees, brokerage or

inducement to any official of the BUYER, connected directly or indirectly with the bidding process, or to any person, organization or third party related to the contract in exchange for any advantage in the bidding, evaluation, contracting and implementation of the contract. 3.2 The BIDDER further undertakes that it has not given, offered or promised to give, directly or indirectly any bribe, gift, consideration, reward, favour, any material or immaterial benefit or other

advantage, commission, fees, brokerage or inducement to any official of the BUYER or otherwise in procuring the Contract or forbearing to do or having done any act in relation to the obtaining or execution of the contract or any other contract with the Bank for showing or forbearing to show favour or disfavor to any person in relation to the contract or any other contract with the Bank.

3.3 BIDDERs shall disclose the name and address of agents and representatives and Indian BIDDERs shall disclose their foreign principles or associates.

3.4 BIDDERs shall disclose the payments to be made by them to agents/brokers or any other

intermediary, in connection with this bid/contract.

3.5 The BIDDER further confirms and declares to the BUYER that the BIDDER is the original manufacturer/integrator/authorized government sponsored export entity of the defence stores and

P a g e 115 | 129

has not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate or in any way to recommend to the BUYER or any of its functionaries, whether officially or unofficially to the award of the contract to the BIDDER, nor has any amount been paid, promised or intended to be paid to any such individual, firm or company in respect of any such intercession, facilitation or recommendation. 3.6 The BIDDER, either while presenting the bid or during pre-contract negotiations or before signing the contract, shall disclose any payments he has made, is committed to or intends to make to

officials of the BUYER or their family members, agents, brokers or any other intermediaries in connection with the contract and the details of services agreed upon for such payments.

3.7 The BIDDER will not collude with other parties interested in the contract to impair the transparency, fairness and progress of the bidding process, bid evaluation, contracting and implementation of the contract. 3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair means and illegal activities.

3.9 The BIDDER shall not use improperly for purposes of competition or personal gain or pass on

to others, any information provided by the BUYER as part of the business relationship regarding plans, technical proposals and business details, including information contained in any electronic data

carrier. The BIDDER also undertakes to exercise due and adequate care lest any such information is divulged.

3.10 The BIDDER commits to refrain from giving any complaint directly or through any other

manner without supporting it with full and verifiable facts. 3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any of the

actions mentioned above.

3.12 If the BIDDER or any employee of the BIDDER or any person acting on behalf of the BIDDER either directly or indirectly is a relative of any of the officers of the BUYER, or alternatively if any

relative of an officer of the BUYER has financial interest/stake in the BIDDER’s firm, the s ame shall be disclosed by the BIDDER at the time of filling of tender.

The term ‘relative’ for this purpose would be as defined in Section 6 of the Companies Act 1956 and Section 2 of Companies Act 2013 . 3.13 The BIDDER shall not lend to or borrow any money from or enter into any monetary dealings or transactions, directly or indirectly, with any employee of the BUYER. 4. Previous Transgression

4.1 The BIDDER declares that no previous transgression occurred in the last three years immediately before signing of this Integrity Pact, with any other company in any country in respect

of any corrupt practices envisaged hereunder or with any Public Sector Enterprises in India or any Government Department in India that could justify BIDDER’s exclusion from the tender process.

P a g e 116 | 129

4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be disqualified from the tender process or the contract, if already awarded, can be terminated for such reason. 5. Earnest Money (Security Deposit) 5.1 While submitting commercial bid, the BIDDDER shall deposit an amount Rs. 10,00,000/-

(Rs.Ten Lakh) (to be specified in RFP) as Earnest Money/Security Deposit, with the BUYER through any of the following instruments.

i. Bank Draft or a Pay Order in favour of National Bank for Agriculture and Rural Development ii. A confirmed guarantee by an Indian Nationalised Bank, promising payment of the guaranteed

sum to the BUYER on demand within three working days without any demur whatsoever and without any reasons whatsoever. The demand for payment by the BUYER shall be treated as conclusive proof of payment.

iii. Any other mode or through any other instrument (as indicated in the RFP).

5.2 The Earnest Money/Security Deposit shall be valid up-to a period of three years or the complete conclusion of the contractual obligations to the complete satisfaction of both the BIDDER

and the BUYER, including warranty period, whichever is later.

5.3 In case of the successful BIDDER a clause would also be incorporated in the Article pertaining to Performance Bond in the Purchase Contract that the provisions of Sanctions for Violation shall be applicable for forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same without assigning any reason for imposing sanction for violation of this Pact. 5.4 No interest shall be payable by the BUYER to the BIDDER on Earnest Money/Security Deposit for the period of its currency.

6. Sanctions for Violations

6.1 Any breach of the aforesaid provisions by the BIDDER or any one employed by it or acting on

its behalf (whether with or without the knowledge of the BIDDER) shall entitle the BUYER to take all or any one of the following actions, wherever required:-

i. To immediately call off the pre-contract negotiations without assigning any reason or giving any compensation to the BIDDER. However, the proceedings with the other BIDDER(s) would

continue.

ii. The Earnest Money Deposit (in pre-contract stage) and/or Security Deposit/Performance Bond (after the contract is signed) shall stand forfeited either fully or partially as decided by

the BUYER and the BUYER shall not be required to assign any reason therefore. iii. To immediately cancel the contract, if already signed, without giving any compensation to the

BIDDER. iv. To recover all sums already paid by the BUYER, and in case of an Indian BIDDER with interest

thereon at 2% higher than the prevailing Prime Lending Rate of State Bank of India, while in

P a g e 117 | 129

case of a BIDDER from a country other than India with interest thereon at 2%, higher than the LIBOR. If any outstanding payment is due to the BIDDER from the BUYER in connection with another contract for any other stores, such outstanding payment could also be utilized to recover the aforesaid sum and interest.

v. To encash the advance bank guarantee and performance bond/warranty bond, if furnished by the BIDDER, in order to recover the payments, already made by the BUYER, along with interest.

vi. To cancel all or any other contracts with the BIDDER. The BIDDER shall be liable to pay

compensation for any loss or damage to the BUYER resulting from such cancellation/rescission and the BUYER shall be entitled to deduct the amount so payable from

the money(s) due to the BIDDER. vii. To debar the BIDDER from participating in future bidding processes of the Government of

India for a minimum period of five years, which may be further extended at the discretion of the BUYER.

viii. To recover all sums paid in violation of this Pact by BIDDER(s) to any middleman or agent or broker with a view to securing the contract.

ix. In cases where irrevocable Letters of Credit have been received in respect of any contract

signed by the BUYER with the BIDDER, the same shall not be opened. x. Forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same without

assigning any reason for imposing sanction for violation of this Pact

6.2 The BUYER will be entitled to take all or any of the actions mentioned at para 6.1(i) to (x) of

this Pact also on the Commission by the BIDDER or any one employed by it or acting on its behalf (whether with our without the knowledge of the BIDDER), of an offence as defined in Chapter IX of the Indian Penal code, 1860 or Prevention of Corruption Act, 1988 or any other statute enacted for prevention of corruption. 6.3 The decision of the BUYER to the effect that a breach of the provisions of the Pact has been committed by the BIDDER shall be final and conclusive on the BIDDER. However, the BIDDER can

approach the Independent Monitor(s) appointed for the purposes of this Pact.

7. Fall Clause 7.1 The BIDDER undertakes that it has not supplied/s not supplying similar product/systems or sub systems at a price lower than that offered in the present bid in respect of any other Ministry/Department of the Government of India or PSU and it it is found at any stage that similar

product/systems or sub systems was supplied by the BIDDER to any other Ministry/Department of the Government of India or a PSU at a lower price, then that very price, with due allowance for

elapsed time, will be applicable to the present case and the difference in the cost would be refunded by the BIDDER to the BUYER, if the contract has already been concluded.

8. Independent Monitors 8.1 The BUYER has appointed Independent Monitors (hereinafter referred to as Monitors) for this

Pact in consultation with the Central Vigilance Commission (Names and Addresses of the Monitors to be given).

P a g e 118 | 129

8.2 The task of the Monitors shall be to review independently and objectively, whether and to what extent the parties comply with the obligations under this Pact.

8.3 The Monitors shall not be subject to instructions by the representatives of the parties and

perform their functions neutrally and independently.

8.4 Both the parties accept that the Monitors have the right to access all the documents relating to the project/procurement, including minutes of meetings.

8.5 As soon as the Monitor notices or has reason to believe, a violation of this Pact, he will so

inform the Authority designated by the BUYER.

8.6 The BIDDER(s) accepts that the Monitor has the right to access without restriction to all Project documentation of the BUYER including that provided by the BIDDER. The BIDDER will also grant the Monitor, upon his request and demonstration of a valid interest, unrestricted and

unconditional access to his project documentation. The same is applicable to Subcontractors. The Monitor shall be under contractual obligation to treat the information and documents of the BIDDER/Subcontractor(s) with confidentiality.

8.7 The BUYER will provide to the Monitor sufficient information about all meetings among the parties related to the Project provided such meetings could have an impact on the contractual

relations between the parties. The parties will offer to the Monitor the option to participate in such meetings.

8.8 The Monitor will submit a written report to the designated Authority of BUYER within 8 to 10

weeks from the date of reference or intimation to him by the BUYER / BIDDER and should the occasion arise submit proposals for correcting problematic situations.

The IEM for this project would be

Shri Debabrata Sarkar Mayfair Boulevard (Narayan Apt.)

Flat No.701, Main Avenue Road Santacruz (West)

Mumbai - 400054

9. Facilitation of Investigation

In case of any allegation of violation of any provisions of this Pact or payment of commission, the BUYER or its agencies shall be entitled to examine all the documents including the Books of Accounts

of the BIDDER and the BIDDER shall provide necessary information and documents in English and shall extend all possible help for the purpose of such examination.

10. Law and Place of Jurisdiction

This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of the BUYER.

11. Other Legal Actions The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may

follow in accordance with the provisions of the extant law in force relating to any civil or criminal proceedings.

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12. Validity 12.1 The validity of this Integrity Pact shall be from date of its signing and extend up to 5 years or the complete execution of the contract to the satisfaction of both the BUYER and the BIDDER/Seller, including warranty period, whichever is later in case BIDDER is unsuccessful, this Integrity Pact shall expire after six months from the date of the signing of the contract. 12.2 Should one or several provisions of this Pact turn out to be invalid, the remainder of this Pact

shall remain valid. In this case, the parties will strive to come to an agreement to their original intentions.

13. The parties hereby sign this Integrity Pact at ______________ on ______________ BUYER BIDDER Name of the Officer Chief Executive Officer Designation NABARD

Witness Witness

1.____________________ 1.___________________

2.____________________ 2.___________________

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Annexure - XX : Letter of Authorization

To, The Chief General Manager

National Bank for Agriculture and Rural Development Department of Information Technology,

Fifth floor, C Wing,C-24, 'G' Block, Bandra-kurla Complex,P.B. No. 8121, Bandra (East), Mumbai - 400 051

Dear Sir,

We ______________________(name of the company) have submitted our bid for participating in

Bank’s RFP dated _________ for ____________.We also confirm having read and understood the terms of RFP as well as the scope of work & requirements.

As per the terms of RFP , we nominate Mr. ______________, designated as ______________ of our company to participate in the bidding process.NABARD shall contact the above named official for any and all matters relating to the bidding process.

We, hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the company

in the bidding process, failing which we will forfeit the EMD. We agree and understand that the NABARD may debar us from participating in future tenders for any such failure on our part.

Signature with company seal

Name –

Company / Organization –

Designation within Company / Organization –

Address of Company / Organization –

Name of Authorised Representative

Designation of Authorised Representative

Signature of Authorised Representative

Verified by

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Appendix – I : NABARD Offices – Locations and Addresses

Sr No.

Address City Staff Strength

Group

A

Group B

Group C

Total

1 NABARD Complex, Kamaraj Road (VIP Road), Junglighat (P.O), Port Blair-744103. Andaman and Nicobar

Port Blair 8 2 2 12

2 The Chief General Manager, NABARD , R.T.C , X Road Musheerabad Hyderabad – 500 020 Andhra Pradesh

Hyderabad 69 15 16 100

3 The Deputy General Manager, NABARD, Bank Tinali VIP Road Post Box No. 133 Itanagar – 791 111 Arunachal Pradesh

Itanagar

10 1 2 13

4 The Chief General Manager, NABARD, P.O.Box No. 1 Opposite Assam Secretariat G S Road, Dispur Guwahati – 781 001 Assam

Guwahati 67 21 35 123

5 The Chief General Manager, NABARD , Maurya Lok Complex Block B 4 and 5 Floors Dak Bunglow Road Post Box No. 178 Patna – 800001 Bihar

Patna 94 18 22 134

6 The Chief General Manager, NABARD, 1st Floor, Pithalia Complex Fafadih Chowk, Opp. Trunk Exchange K K Road Raipur - 492009 Chhattisgarh

Raipur 64 0 5 69

7 The Deputy General Manager, NABARD, Nizari Bhavan Menezes Braganza Road Panaji - 403 001 Goa

Goa 13 5 3 21

8 The Chief General Manager, NABARD, NABARD Tower, Opp. Municipal Garden Post Box no. 8 Usmanpura Ahmedabad - 380 013 Gujarat

Ahmedabad 100 17 20 137

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9 The Chief General Manager, NABARD, Plot. No. 3, Sector 34-A Post Box No. 7 Chandigarh – 160 022 Haryana

Chandigarh 74 11 6 91

10 The Chief General Manager, NABARD, Block No.32 S D A Commercial Complex Dev Nagar, Kasumpati shimla – 171 009 Himachal Pradesh

Shimla 52 10 7 69

11 The General Manager, NABARD, B II, 4th Floor, South Block Bahu Plaza Post Box No. 2 Jammu – 180 012 Jammu & Kashmir

Jammu 44 8 9 61

12 The Chief General Manager, NABARD, Opposite Adivasi College Hostel Karamtoli Road Ranchi - 834001 Jharkhand

Ranchi 65 5 10 80

13 The Chief General Manager, NABARD, NABARD Towers 46, Kempe Gowda Road Bangalore - 560009 Karnataka

Bangalore 123 27 25 175

14 The chief General Manager, NABARD, Post Box No 5613 Punnen Road, Statue Thiruvananthapuram – 695 039 Kerala

Thiruvananthapuram

73 28 14 115

15 The Chief General Manager, NABARD, E-5, Arera Colony, Bittan Market Post Office Ravishankar Nagar Post Box No. 513 Bhopal – 462 016 Madhya Pradesh

Bhopal 99 18 30 147

16 The Chief General Manager, NABARD, 54, Wellesley Road, Shivaji Nagar Post Box No. 5 Pune - 411 005 Maharashtra

Pune 113 54 40 207

17 The Deputy General Manager, NABARD, Leiren Mansion 2nd Floor, Opp Lamphel Super Market Lamphelpat , Imphal - 795004 Manipur

Imphal 10 1 3 14

18 The Deputy General Manager, NABARD, U PHEIT KHARMIHPEN Building 2nd and 3rd Floor, Plt No. 28(2), Dhankheti, Near Law College Shillong - 793 003 Meghalaya

Shillong 13 2 1 16

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19 The General Manager, NABARD, Ramhlun Road (North) Bawngkawn, Aizawl – 796 012 Mizoram

Aizawl 9 2 2 13

20 The Deputy General Manager, NABARD, 4th floor , West Wing Administrative NSCB Building Kher Mahal, Circular Road Dimapur – 797 112 Nagaland

Dimapur 11 1 2 14

21 The General Manager, NABARD, 24, Rajendra Place New Delhi - 110 008 Delhi

Delhi 35 13 10 58

22 The Chief General Manager, NABARD, Ankur 2/1, Nayapalli Civic Centre Post Box 179 Bhubaneswar 751 015 Odisha

Bhubaneswar 114 17 30 161

23 The Chief General Manager, NABARD, Plot. No. 3, Sector 34-A Post Box No. 7 Chandigarh – 160 022 Punjab

Chandigarh 78 35 26 139

24 The Chief General Manager, NABARD, 3, Nehru Place, Tonk Road Post Box No. 104 Jaipur – 302 015 Rajasthan

Jaipur 111 17 24 152

25 The Deputy General Manager, NABARD, Om Niwas Church Road Post Box No. 46 Gangtok - 737 101 Sikkim

Gangtok 10 2 4 16

26 The Chief General Manager, NABARD, 48, Mahatma Gandhi Road Post Box No. 6074 Nungambakkam Chennai – 600 034 Tamil Nadu

Chennai 134 27 29 190

27 The Chief General Manager, NABARD, R.T.C , X Road Musheerabad Hyderabad - 500 020 Andhra Pradesh Telangana

Hyderabad 63 17 27 107

28 The General Manager, NABARD, Shilpa Nigam Bhaban,Ground Floor, Khejur Bagan near Ginger Hotel PO. Kunjaban Agartala - 799006 Tripura

Agartala 10 2 4 16

29 The Chief General Manager, NABARD, 11, Vipin Khand Gomti Nagar

Lucknow (RO) 158 30 36 224

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** The complete address will shared with the selected service provider.

Lucknow – 226 010 Uttar Pradesh

30 The Chief General Manager, NABARD, Hotel Sunrise Building 113/2, Rajpur Road Dehradun - 248 001 Uttarakhand

Dehradun 57 1 6 64

31 The Chief General Manager, NABARD, Abhilasha, 2nd Floor, 6, Royd Street Post Box No. 9083 Kolkata – 700 016 West Bengal

Kolkata 89 44 29 162

32 The Director, Bankers Institute of Rural Development, Sector H, LDA Colony, Kanpur Road, Lucknow - 226 012

Lucknow (BIRD) 31 0 0 31

33 The Principal, National Bank Staff college, Sector H, LDA Colony, Kanpur Road, Lucknow - 226 012

Lucknow (NBSC) 25 14 5 44

34 The Principal, Regional Training College, NABARD, Bolpur Lodge, Bolpur - 731 204

Bolpur 8 3 3 14

35 The Principal, Regional Training College, NABARD, BIRD Campus, Behind Government Polytechnic for Women, Krishna Nagar Road, Bondel, Mangalore - 575008

Mangalore 19 1 4 24

36 The Chief General Manager, NABARD, Head Office, Bandra-Kurla Complex, Bandra (E), Mumbai 400 051

Mumbai HO 581 215 237 1033

37 DR Site of NABARD Faridabad

Datacenter

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Appendix - II: Wide Area Network Setup in the Bank

Overall WAN Setup

1.

Legends

Regional Offices, Training Establishments

NABARD Head Office (DC)

Disaster Recovery Site

CPE Router (ROs/TEs)

CPE Router (DC) Bandwidth : 2 Mbps

4 Mbps

45 Mbps

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B. Network Diagram

MPLS

i. Head Office Network

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Appendix III: Number of Engineers Estimated for Delivery of ITSM

Service Components Minimum Expectations No of engineers Onsite

HO RO AMC for Computers and Peripherals + Desktop Management 3

1 at all 34 location

Patch Management +Data Center and Server Management 2 - Domain Services Management +File Services Management 2 -

Storage Management 0 -

Network Management 2 -

IT Security Management 1 -

DBA(Oracle and MSSQL) 2 - Vendor Management +Asset-Configuration-License Management 1 -

Help/Service desk Management 2 -

Total 15 34

Note:

As per Bank’s understanding a total of 15 engineers with necessary skillsets as indicated the Appendix

III. However, the bidder is expected to propose a suitable team structure, composition and number of engineers.

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Appendix IV: Abbreviations used in this RFP

APT Advanced Persistent Threat

CISO Chief Information Security Officer

CMDB Configuration Management Database

CPE Customer Premises Equipment

GOI Government of India

HO Head Office

HSRP Hot Standby Routing Protocol

IDS Intrusion Detection System

IOMS Inward Outward Management Systems

IPS Intrusion Prevention System IPSE Internet Protocol Security

ITIL Information Technology Infrastructure Library

LC Letter of Credit LUN Logical Unit Number

MPLS Multiprotocol Label Switching

MTA Message Transfer Agent

NAS Network Attached Storage

NMS Network Management System

OEMs Original Equipment Manufacturers

OPEX Operational Expense

OSPF Open Shortest Path First

OWA Outlook Web App

PCI Payment Card Industry Data Security Standard

PoP Point of Presence

RAID Redundant Array of Independent Disks RFO Request for Offer

RFP Request for Proposal

RIF Reduction In Force

RO Regional Office.

SAN Storage Area Network

SDC Software Development Computer

SNMP Simple Network Management Protocol

SP Service Provider

SSO Single Sign On TE Training Establishment.

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Appendix V – Complete Inventory List of IT Assets / Equipment

A complete IT Assets Hardware Available in the Head Office at Mumbai, all Regional offices, Training

Establishments is given as a separate document with the same number Appendix V (A-D).

The IT Asset details need not be submitted along with the proposal/offer.

It may be noted that

a) At RO/TEs - there could be around 2-5% (computers and peripherals) IT Assets which might

not have been inventorised and given in this list.

b) At HO – There could be 5-10% additional computers / laptops / printers.

Hence, a complete inventory of all IT Assets needs to be carried out independently by the SP in the

beginning of the service contract.