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1 Request for Proposal (RFP) Backup Software Licenses and Business Continuity Services Last Date for Submission: 10th April, 2012 Bid Opening Date: 10th April, 2012 HIGHER EDUCATION COMMSSION H-9, ISLAMABAD Websites: Tele no , Fax no ( R s / - )

2 Table of Content 1. DEFINITIONS INTRODUCTION SCOPE OF WORK BIDS SUBMISSION REQUIREMENTS SELECTION PROCEDURE TERMS OF PAYMENT LIQUITDATED DAMAGES GENERAL TERMS AND CONDITIONS MEET OR EXCEED SPECIFICATIONS CLARIFICATIONS... 8 Annex I: Technical Services Requirement... 9 Annex-II (Current Data Sizing and Growth per year) Annex-III (Minimum Service Level Agreement For Services) Annex IV: Bill of Cost Annex V: Technical Evaluation & Mandatory Requirement Criteria for Firm to participate in bidding process Annex VI: Technical Compliance Certificates/Compliance Undertaking Annex VII: Firms References Annex VIII: Integrity Pact Format

3 1. DEFINITIONS 1.1. HEC: Higher Education Commission PERN: Pakistan Education & Research Network SLA: Service Level Agreement RFP: Request for Proposals BOQ: Bill of Quantities Total Bid Value: Cost of 3 year services as per BOC Total Contract Value: Cost of 3 year services as per BOC, licenses, services, etc Bidder: Bidder who has submitted the proposals Selected Bidder: Bidder selected for the award of tender first Party : Higher Education Commission Second Party: Selected Bidder Service Level Agreement: The level of service which HEC purchases from vendor in respect of the service Trouble Ticket: A File that identify the fault, the technical detail Call-out Interval: The time between Network Operation Centre issuing a trouble ticket to the concerned vendor/engineer and confirming that the trouble ticket is received and accepted by the vendor Restoration Time: time measured between a trouble ticket being received and accepted by the vendor and restoration of the system(s)/service(s)/functionality (ies) in subject to operation condition Resolve: To restore the system(s)/services(s)/functionality (ies) on which a trouble ticket is issued and complete all further activities necessary to close the trouble ticket Resolution Time: The time measured between a Trouble ticket being received and accepted by the vendor and the answer to / completion of the trouble ticket. 3

4 2. INTRODUCTION Whereas the Higher Education Commission HEC, a Federal autonomous body established through HEC Ordinance, 2002 Headquarter ISB, IT Infrastructure, which provides IT facilities to the employees of HEC and to the users of universities/institutes like Video Conferencing, Interactive Lecturing, Internet, , Internal and External Portal and Files Sharing, etc. Over the past few years, advanced technology and enhanced version of software and new services have emerged and their requirement is penetrating in HEC routine business. Further number of employees has also increased at HEC. Therefore the requirement of Business Continuity, Disaster Recovery and Data Backup has certainly increased. HEC intends to implement the Single unified Enterprise backup solution (NETBACKUP 7 or equivalent functionality) support for new inducting technologies for the services like MOSS 2007/2010, Exchange 2007/2010, SQL 2005/2008, Oracle OBIEE (10g/11g), Oracle (10g, 11g), SAP, Linux and end users Data of HEC. 3. SCOPE OF WORK HEC Datacenter is hosting all the services for its departments and Universities. Datacenter having multiple brands of servers/storage intend to obtain the complete backup solution including product, support and services for its all systems and applications running in Data Centre for next three years. Following requirements define the scope of work of this tender: The selected bidder shall be responsible for designing the backup strategy, installation and configuration of Backup software. The selected bidder will Extend dedicated services and support engineer to the HEC Head Office, IT Division National Data Centre, Sector H-9, Islamabad, and will remain available 24 x 7. The selected bidder will be responsible to respond to emergency events on urgent basis as per SLA mention in this RFP at Annex-III Reporting Support and services on Quarterly basis Selected bidder shall be responsible for minimum 3 years of Services. Bidders may conduct survey of the sites and examine the equipment and quote services according 4. BIDS SUBMISSION REQUIREMENTS The objective of bid submission requirement is to provide bidders the information to submit their bid in response of this RFP according to the specifications defined in this RFP and in order/sequence as set forth in this document. Bidders must follow following requirements for their proposals/bids For this tender PPRA s Para 36(b) Single stage - Two Envelope Procedure for open competitive bidding shall be adopted Bids shall comprise of single envelope containing two separate envelops i.e. Technical and Financial Proposal and clearly marked Technical and Financial proposals Bidder shall send technical and financial proposals to address given in Tender Notice and in this RFP by courier or by hand Bidders shall submit 3 copies of Technical and One Financial Proposals Technical proposals shall contain Company profile, Authorization & relationship with principal firm(s), location of branch offices, company experience in related field, technical staff, project completed, major clients list as per the format given in Annex V Firm s 4

5 References, Software technical details (brochures, data sheets etc.) mentioning compliance and properly highlighting all the compliance specification as requested in Form I Technical Information Form using florescent highlighter The bidder must provide project execution plan with Technical Proposal The bidder must attach all technical documents in support of solution/boc Bidders are required to fill the Technical Information Forms attached at Annex-V and submit it along with Technical Proposal Bidders are required to fill the Financial Information Forms attached at Annex-IV and submit it along with Financial Proposal Quantity may be increased/decreased as per HEC requirement A bank draft equal to 2% of the Total Bid Value should accompany the bid as part of financial proposal as earnest money drawn in favor of D.G. (Finance), Higher Education Commission, Islamabad. The bid shall not be considered without earnest money Total bid value shall cover cost of software, cost for scope of work & services and three year warranty and support of scope defined in BoC and all applicable Govt. taxes Bidders shall be responsible to quote all software mentioned in BoC The bidders have support office in Islamabad-Rawalpindi, Lahore and Karachi Bidders shall submit a signed letter with Official stamp affixed on it as per the format given in Annex VI as a cover letter to the Bid/Proposal. Bids/Proposals submitted without this cover letter will not be accepted and bids will likely be rejected straightaway Bidders are required to fill and sign the Technical Information Form I as provided in this RFP and must submit it along with Proposal Bidders are required to fill and sign all pages of the Annex IV Bill of Costs while following the format given, and submit it as Financial Proposal. Financial Proposals not following the given format may lead to the rejection of bid Bidders are required to submit their financial proposals in PAK Rupees (PKR) If a bidder has quoted multiple options, in this case bidder should submit the earnest money equal to 2% of highest quoted option Each item in Bid will be labeled separately Integrity pact need to be furnished on legal stamp paper along with bid. Sample is given at Annex VIII. If not provided bids are likely to be rejected The Bidders are required to quote all the Items as per BoC, Bids will be evaluated and executed on turnkey basis, in case if any item(s) not quoted in the bid, the bid is likely to be rejected. 5. SELECTION PROCEDURE 5.1 In first stage for each category, only Technical proposals will be opened in the presence of bidder s representatives 5.2 As a part of technical evaluation, bidders may be asked to conduct presentation/demonstration. 5.3 For qualifying in Technical responsiveness, bidders shall fulfill all the requirements as laid out in Part A Mandatory Requirements of Technical Evaluation Criteria at Annex-V. If any of the mandatory requirements is not met by the bidder, the bid will be cancelled straightaway and no further consideration will be given. Moreover, bidders will have to 5

6 secure at least 60% score in each part (i.e. Part B, Part C, Part D, Part E, Part F ) totaling to 70% weightage assigned to Technical Evaluation. 5.4 Financial proposals of bids found technically non-responsive will be returned un-opened. 5.5 After the approval of contract award, a contract agreement on the stamp paper worth Rs. 100/- shall be executed by the firm with selected bidder within 15 days from the date of issuance of Letter of Intent. 5.6 Technical evaluation of the firms shall be based on information provided in Technical Proposals. 5.7 The schedule for bidder conference will be announced on HEC website and ed to those who provide valid s while purchasing the RFP from Finance Division. 5.8 On the basis of technical evaluation, the financial proposal of only technically responsive bidder will be opened in the presence of their representatives who choose to attend. 5.9 For this tender individual categories, weightage of Technical and Financial proposals shall be 70% and 30% respectively The bid found technically compliance and weighted value evaluated bid will be accepted 6. TERMS OF PAYMENT 6.1 Payment of contract price shall be made in the following manner. HEC may consider any other alternative arrangement which falls in the legal framework of Government of Pakistan (GoP) at the time of Contract signing with selected bidder. 6.2 Mobilization advance can be paid against bank guarantee if required Years Total cost of services including software, solution and services shall be divided on three years and paid to the contractors on Post quarterly Basis. 6.4 For Other requirement separate purchase orders or change order will be raised separately and will invoice it with respective quarter invoice and will be payable to the Contract post quarterly. 6.5 Ten Percent (10%) of the payable amount against each invoice/payment will be retained as security/retention money and will be released after completion of next quarter Services. 6.6 Invoices will be cleared as soon as possible not exceeding 30 days upon receiving the invoice. 6.7 All payments shall be made through Cross Cheque in the Pak Rupees. 6.8 Taxes will be deducted at source as per government rules at the time of payment. 6.9 The earnest money of the successful bidder will be returned after the signing of the contract Bidder should mention the installation, maintenance and any other charges/optional charges in financial bid deem necessary to complete the scope of work. 7. LIQUITDATED DAMAGES 7.1 In case of delay, HEC reserves the right to get specific damages not exceeding 10% of the total amount of the contract at the rates prescribed in Annex-III (Service Level Agreement) on the invoiced amount to each violation of SLA. 7.2 If the work is not executed according to the satisfaction HEC, HEC reserves the right to reject it altogether with serving 30 days prior notice and get the work done some other party at the risk & cost of first party. 6

7 7.3 In case of services delay or unsatisfactory service deliver non-complying the terms of the comprehensive warranty services, Contractor performance Bank Guarantee / Retention Money will be forfeited 8. GENERAL TERMS AND CONDITIONS Following general terms & conditions apply to RFP 8.1 Only authorized partner/system integrator can participate (documentary proof is mandatory). 8.2 The bidder should be registered with Sales Tax and Income Tax Department. 8.3 An affidavit to the effect that the firm has not been blacklisted by any Government/Semi Government organization. 8.4 The Commission reserves the right to accept/reject wholly or partially any tender without assigning any reason at any stage of the tender process. 8.5 Validity period of the bids shall be 120 days. 8.6 Bids are liable to be rejected if; they are not conforming the terms, conditions and specifications stipulated in this RFP. 8.7 During the examination, evaluation and comparison of the bids, the HEC at its sole discretion may ask the bidder for clarifications of its bid. 8.8 The request for clarification and the response shall be in writing/ . However, no change in the price or substance of the bid shall be sought, offered or permitted after bid submission. 8.9 If the contract amount exceeds Rs. 10 Million annually, the selected bidder has to furnish the integrity pact as provided at (Annex VIII) Total Bid Value shall cover cost of Products, services and support. Cost of extended warranty and services for three years shall account for financial evaluation and so shall be included in Total Bid Value The amount submitted as Earnest Money shall be refunded to the unsuccessful bidders after the decision of Tender Committee for the award of said tender If there is a discrepancy between unit price and total price in the submitted bid which is obtained by multiplying the unit price and quantity, the unit price shall prevail and total price shall be corrected. If there is a discrepancy between the words and figures, the amount in words shall prevail. If there is a mistake in addition/ totaling, that shall be corrected. If the bidder does not accept the corrected amount of bid, his bid shall be rejected and his tender security forfeited Incomplete and conditional tenders will not be entertained For this tender all updates/changes shall be communicated through and also be posted on HEC website In case of any dispute between the two parties of any matter arising out of after signing the contract agreement, the case shall be referred to Executive Director, HEC whose decision shall be final and binding on both parties Bids submitted via or fax will not be entertained Bidders shall provide a certificate from their bank certifying their sound financial position and credit limit from the bank or any appropriate documentary proof (e.g. Annual Audit Report), showing the financial strength of the bidders Bidders indemnify HEC against all third party claims of infringement of patent trade mark, industrial design rights arising from use of the goods of any part thereof in Pakistan. 7

8 8.19 The Selected Bidders has to furnish the Performance Bank Guarantee equivalent to 10% of annual contract value at the time of singing of contract, which will be released after total services tenure. 9. MEET OR EXCEED SPECIFICATIONS The specifications provided in this RFP are the minimum requirements of HEC. The vendors must meet or exceed these specifications to meet the actual requirements of HEC and its successful practical implementation in such case additionally proposed or altered specifications should clearly be highlighted to enable HEC to identify modified specifications. 10. CLARIFICATIONS Queries regarding this RFP shall be submitted in writing to: Bilal Ahmed IT Administrator Higher Education Commission H 9, Islamabad. Phone: +92-(051) Fax: +92(051) Ch Abdulla Fayyaz Chattha Director Operations (PERN) Higher Education Commission H 9, Islamabad. Phone: +92-(051) , Fax: +92(051)

9 Compliance y/n Backup Software Licenses and Business Continuity Services Annex I: Technical Services Requirement Service Attributes Description Comments 1 Backup Server (Software) 1.2 Enterprise Server Symantec Net Backup or equivalent With minimum following features a) Enterprise level backup software for HEC Servers in HEC Data Center with annual support with software assurance including Upgrades and Updates b) Enterprise class data protection from desktops to datacenters with UNIX, Windows, Linux or NetWare environments c) Single unified solution and centralized management console for Backup & Recovery (Bare Metal Recovery, data protection for Desktop /Laptop and Servers including MOSS2007/2010, Exchange 2007/2010, SQL Server 2005/2008, Linux/Centos all versions etc.) d) Backup software should be able to backup online archives from the centralized archiving server. e) Detailed Historical Reports/Forecast Report Management f) Leverage advanced diskbased protection methods and maintain investment in tape storage for HEC 9

10 g) Storage Lifecycle Management h) Integrated Deduplication Support i) Live Replication Support j) Bare Matel Restore (BMR) for Windows, Linux, Solaris, Red Hat etc. k) Provide Disaster Recovery functionality with Bootable System Recovery Disk l) Granular Recovery Technology m) Support for Heterogeneous Storage like IBM, HP, EMC, Fujitsu, NEC, Sun, NetApp etc. n) Capable to Dissimilar Hardware Recovery o) Support for the latest Microsoft Windows, Linux (all Flavors), VMware, Microsoft Hyper-V, IBM AIX and Citrix XenServer operating systems and Storage Server 2008 applications. p) Backup Software must be able to take multiple backup copies simultaneously of a single or multiple clients on random & Sequential Media. q) Backup Software should be capable of using backup Multiplexing & Multi-streaming feature r) Backup Server should be able to manage a record of user initiated action s) Physical to virtual (P2V) and virtual to physical (V2P) conversions t) Can handle unlimited number of backup clients, 10

11 agents and options u) Should Support Continuous Data Protection (CPS) v) Should capable to support NDMP 2 Backup Clients 2.1 Backup Client a) Backup Client should be capable to offload backup traffic from the LAN and allows for fast backups over the SAN. b) Integrated protection of VMware and Hyper-V environments. c) Can be used on unlimited number of HEC servers required to be backed up with software assurance including Upgrades and Updates d) Bare Metal Recovery of OSs 2.2 SQL Server Client 2.3 MySQL Server Client 2.4 Oracle Server Client a) Backup & Restores SQL databases (Clustered & Standalone) to the exact point in time or transaction log mark by rolling forward only the transactions that occurred prior to a userspecified date and time b) Granular database view to Display database object properties provides backup and recovery flexibility c) Data protection for SQL databases during Backup & Restore a) Backup and recovery of multiple MySQL databases/servers across Linux, Solaris and Windows operating systems b) Schedule full, differential and incremental backups of MySQL database a) Oracle Server Files and Folder Level Backup (Linux and Windows both ) 11

12 2.5 Active Directory Client 2.6 Exchange Server Client 2.7 SharePoint Server Client b) Oracle Database Online / Hot Backups / restore (Full & Incremental) c) Oracle Server BMR specific Backup d) Oracle Database cloning and deduplication support e) Point in time restore of Oracle database f) Complete restore of Oracle database with control file g) Complete System Recovery of Oracle Server using Bare Metal Restore a. Support Microsoft VSS system state backup b. Granular recovery of Active Directory with full attributes (for example, user, server, printers) c. One backup image of AD for Daily backup and Disaster Recovery a. Support for Exchange 2007 (CCR)/ 2010 in standalone and a Database Availability Group (DAG) configuration b. Complete, non-disruptive protection of the Exchange database and mailbox components, including mailbox-level backup c. Exchange Rapid, granular recovery of databases and mailboxes, d. Granular Recovery for individual message restores e. Eliminate MAPI backups f. Server level backup and recovery a. MOSS Server 2007/2010 File Level Backup b. Single Console to backup SharePoint and Windows services; including server farm configuration and single sign-on for 12

13 2.8 SAP ERP Server Client 2.9 Desktop and Laptop Backup Client 2.10 Virtualization Backup Client databases c. Granular recovery of SharePoint files, including different versions of a file, sites, sub-sites, and lists such as calendars and links d. Backup/Restoration of SharePoint Sites from MOSS 2007 to 2007 & MOSS 2007 to MOSS 2010 & MOSS 2010 to MOSS2010 a. Support for SAP NetWeaver with the SAP DBA administrative interface, along with the DR backup and recovery commands, b. Provides a solid, SAP NetWeaver centric data protection solution for customer specific configurations on the UNIX, Windows, and Linux platforms. c. Leverage Oracle RMAN benefits when protecting SAP NetWeaver using Oracle d. Support SAP Real-time continuous data protection and live replication a. Support for automated backup and recovery for 600 users desktops and laptops with continuous data protection b. Online backup on Network folder and offline backup on local desktop and laptop folders of 600 HEC users a. Support VMware, Microsoft Hyper-V, and Citrix XenServer b. Protect VMs without using a client or agent inside the virtual machine c. Recovery of files from block-level increment backups (BLIB) in Virtual environment d. Linux single file restore for 13

14 2.11 Library based Tape Drive Backup Client 2.12 Shared Storage Client 2.13 Security of Backup clients and server 2.14 Backup Operation Manager with Enhanced Reporting Virtualized Server e. Support Auto discover and protect new VM in VM enviorment f. Continuous any point in time data protection for VMware environment g. File-level incremental backups of virtual machines h. Hyper-V incremental and off-host backup support a. Backup software must have VTL capability b. Unlimited numbers of tape libraries with unlimited number of tape drives are supported to configure with Backup Software without any additional licenses. a. Backup Software support Dynamic tape drive sharing b. Backup Software Support Shared Storage c. Utilize storage area network (SAN) for backup operations d. Unlimited number of tape libraries with unlimited number of tape drives can be shared between different media servers. a. Backup Software should be able to encrypt data at the source/client b. Support encryption algorithm a) Heterogeneous support across heterogeneous backup and archive. b) Support Policy based data retention for trends and analysis c) Able to Verify backup service-level compliance with recovery-time and recovery-point objective (RTO and RPO) requirements 14

15 3 Deduplication 3.1 Deduplication Support 4 Live Replication d) Multiple reports of backup data viewable at Dashboards e) Web-based interface for reports and analysis f) Analysis service support agent-less data collection g) Analysis services integration with Tape library reporting h) Backup Analysis Report must Auto generated and distributed by Scheduled i) Export reports to.csv,.html, Excel spreadsheet, or.xml formats a) Optimized online deduplication for physical and virtual environments. b) Multi-stream replication c) Fast recovery of an individual Microsoft Exchange file and an entire Exchange image with a single backup pass 4.1 Backup Data a) Live replication support for critical data b) Continuous data protection for any point in time recovery. c) Recovery using virtualized disk volumes called TimeImages. d) Provides live IP-based replication 5 Archiving 5.1 Mail Archiving Symantec Vault or Equivalent With minimum following features a) Archiving solution for Exchange 2007/2010. b) Manage storage via automated, policycontrolled archiving to online stores for active retention and seamless retrieval of messages and attachments. 15

16 c) Automatic mailbox management by eliminating mailbox quotas and message size restrictions d) Archiving software should acts as a long-term repository for older information which can help dramatically to improve Exchange Server performance e) Archiving software should have an option to eliminate PST files by finding, collecting and centralizing them into the archive. f) Archiving software should provide offline and online access to a user s mailbox archive even when not connected to the corporate network. g) Archiving software should provide public folder archiving also, end-user search and retrieval of live and archived public folder data continues to be done using the native Outlook interface. h) Lifetime management of i) Optimized single-instancestorage of s in an archive stores 5.2 Enterprise Vault Agent a) Backup software Enterprise Vault agent for automatic detection and configuration of multiple servers and applications that need protection in HEC environment with three year software 16

17 6 Services Required 6.1 Implementation Support & Services assurance including Upgrades and Updates b) Project plan and regular progress reports and monitoring as per Annex III Service Level Agreement for Service c) Detailed Backup design documentation and acceptance test specification. d) Fully configured Backup implementation, in accordance with the agreed design and build documentation. e) Execution of acceptance testing f) On-site implementation and testing, including installation of Backup Servers and Backup Clients, and configuration of all agreed policies, media management, and tape drives and robotic tape library g) On-site Backup testing with documented results, and formal handover and skills transfer to customer's support staff. h) Configuration of Storage Units and Integration of tape library with the Backup Server i) Configuration of backup policies of all the supported database and applications whose details are mentioned below: a. Oracle Database Server (Windows & Linux) b. Share Point Server c. Exchange Server d. SAP Server e. Hyper V Environment f. Active Directory Server g. SQL Server h. Linux (MySQL) 17

18 j) Testing of backup policies with successful run of backup jobs for all backup polices k) Testing Restoration of data which have been backed up using the configured backup policies. l) Documentation of acceptance testing of the required backups and restores m) Formal Backup environment handover and skills transfer to customer's support staff. n) Configuration of backup policies including backup attributes, backup schedules, backup selection list and machines need to be backed up. o) Configuration of backup policy for Microsoft SharePoint server specific data including SharePoint configuration files, sites, sub-sites and lists. p) Configuration of BMR based backup policy for a multiple servers with different Operating Systems q) Configuration of file level backup policy to backup Linux based machine r) Configuration of Disk Storage Units required for backups s) Installation of Backup Client on Oracle Server. t) Data File restoration of the Oracle database u) Installation of Backup Client on SAP Server. v) Data File restoration of the SAP w) Installation of Backup Client on MOSS Server. x) Restoration of a SharePoint Web 18

19 application within a farm y) Redirecting a restore of a SharePoint Web application to another farm z) Restoration of site collection on the same farm aa) Restoration of single site bb) Restore Document Library cc) Restoration of Central Admin dd) Restore Document/Item ee) Restore permissions ff) Disaster Recovery Plan, SOP and Active Test gg) All possible scenario / requirement may be added for servers mentioned at point h & others at any stage. hh) Overall application backup/archived data file cycle management on tape and online storage stages management. ii) Support service for minimum 3 years. 6.2 Training a) A foreign class room technical level training of six IT staff must be carried out for the smooth functioning of the applications after signing of the contract. The proposal must include all the official material and certification costs, training must be carried out at Authorized training center by Authorized trainer/ Instructor 6.3 Other /miscellaneous items a) Bidders are required to go through the requirements and should identify parts / items deem necessary to comply with the Service Level Agreement and operations and 19

20 Space Servers Space Servers Space Servers Backup Software Licenses and Business Continuity Services maintenance Job Annex-II (Current Data Sizing and Growth per year) S.No. Server Name Qty Current Data Size (TB) yr1 yr2 yr Enterprise Backup Client Exchange Server Client Oracle Server Client SAP ERP Server Client Active Directory Client SQL Server Client SharePoint Server Client MySQL Server Client Virtualization Backup Client Library based Tape Drive Backup Client Backup Operation Manager with Enhanced Reporting 83 (Unlimited No of Servers) 12. Data Deduplication Agent Live Replication S.No Services # of users yr1 (Growth) yr2 (Growth) yr3 (Growth) Enterprise Vault Agent Desktop and Laptop Backup * Bidders are required to quote minimum required licences for backup software to comply scope of above mention sizing. 20

21 Annex-III (Minimum Service Level Agreement For Services) Following requirements for SLA apply to this RFP for this project. 1. Comprehensive Support & services must be provided for a period of three years onsite. 2. Preventive maintenance in the respect of system and its auxiliaries must be carried out on monthly basis. 3. Response time of the successful bidder in the context of warranted services at all days, 24 X 7, shall be one hour from the reporting of the fault. In case reporting incident is affecting critical Components. The same will be valid for all non-working hours and non-workings days of HEC. 4. The Bidders must ensure the escalation / backup provision response time as per following table through the dedicated engineer s deputed onsite in business hours Level Event Description Maximum time to provide backup L1 Severe In case of client goes down and recovery required, incase redundancy is not available L2 Critical Multiple Servers down and Backup needs to restore to activate services L3 High Main Site goes down and backup Data require restoration at DR Site. 60 minutes 120 minutes 180 minutes 5. In case of delay in service provisioning Liquidated Damages will be calculated and imposed as per following table Level Event % of Invoiced amount per volition L1 Severe 10% L2 Critical 7% L3 High 5% 6. It will be responsibility of contractor so to ensure the backup policies implemented with the help of HEC senior management, and check for regular backups and compliance to policy to avoid any future failures. 7. Contactor will be responsible for maintaining the SLA and ensure the backup data accuracy and execute the backup according to scheduled policies. 8. The Selected bidder shall provide a weekly Operation and Maintenance (O&M) report that shall include but not limited to the following information 1. Overview of Service running 2. Application / Servers Impact Analysis 3. Application and server Usability Report 4. Quarterly backup service-level compliance with recovery-time and recovery-point objective (RTO and RPO) drill 21

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