UNITED INDIA INSURANCECOMPANY LTD Department of Information Technology HEAD OFFICE: 24 WHITES ROAD, CHENNAI

Transcription

1 UNITED INDIA INSURANCECOMPANY LTD Department of Information Technology HEAD OFFICE: 24 WHITES ROAD, CHENNAI REQUEST FOR PROPOSAL (RFP) FOR THE PROCUREMENT, INSTALLATION AND MAINTENANCE OF DESKTOP MANAGEMENT SOLUTION Release Date of RFP Tender form fees (Non refundable) Rs. 10,000/- Earnest Money Deposit Rs. 40,00,000/- Pre-bid meeting Date Last date for submission Address for Communication and Submission of Bids: Deputy General Manager IT Dept, First Floor, United India Insurance Co. Ltd., Head Office, 24 Whites Road, Chennai Page 1 of 41

2 INDEX S# TOPIC PAGE NO SECTION I - INSTRUCTIONS/GUIDELINES TO BIDDERS 1 The Tender Offer 2 Earnest Money Deposit (E.M.D) 3 Forfeiture Of E.M.D 4 Refund Of E.M.D 5 The Company Reserves The Right To (Conditions) 6 Rejection Of Tenders 7 Validity Of Tenders 8 Price 9 Format And Signing Of Bid 10 Performance Guarantee 11 Project Schedule 12 Introduction 13 Scope Of Work 14 Trouble Ticketing System 15 Facility Management Services 16 Warranty 17 Service Level Agreement 18 Penalty Table 19 Payment Terms 20 Documentation 21 General Terms 22 Royalties And Patents 23 Deviation From Specification SECTION II 1 Technical Bid 2 Commercial Bid SECTION III - GENERAL TERMS & CONDITIONS 1 Procedure For Processing The Tender Document 2 Agreement ANNEXURES 1 Eligibility Criteria For Bidders 2 Technical Specifications 3 Unprized Bill Of Quantity 4 Commercial Bid Performa 5 Current Infrastructure 6 Wan Diagram 7 List Of Distribution Point (DP) Locations 8 Classification Of Cities 9 Queries Format 10 Deviation Format 11 Maf Format 12 Agreement Draft 13 Non Disclosure Agreement Draft Page 2 of 41

3 INSTRUCTIONS/GUIDELINES TO BIDDERS SECTION I The UNITED INDIA INSURANCECo. Ltd. invites bids for the procurement, installation and maintenance of Centralized Desktop Management Solution comprising of 3 main components namely directory services, client management solution and antivirus solution to effectively manage its Desktops and Laptops spread across its Offices across the country. Complete set of bidding documents is to be purchased by any interested eligible bidders on payment of non-refundable fee of Rs 10,000/-(Rs. Ten Thousand Only), in the form of NEFTto our company account as mentioned below: Beneficiary Name United India Insurance Company Ltd. IFSC Code BOFAOCN6215 (Please distinguish alphabet O with 0 (Zero). UIIC <Remittance details / Depositors name>ex. UIIC EMDxxxxxxx (From max of 29 characters allowed, xxxxxx Account No shall be replaced with your Company name) Bank Details Bank of America, 748, Anna Salai, Chennai However, in case the bidders downloading the document from the UIIC website, the bidder should submit the document along with the NEFT Details. Technical pre-bid meeting will be held on dd/mm/2013 for discussing the technical specifications. Any clarification/modification discussed during the technical pre-bid meeting would be circulated by the company to all the through only, to the contact person whose details are provided in the eligibility criteria document. The Tender offer should be submitted in one sealed envelope mentioning OFFER FOR THE PROCUREMENT, INSTALLATION AND MAINTENANCE OF CENTRALIZED DESKTOP MANAGEMENT SOLUTION which should in turn contain two sealed covers super scribed as Cover A and Cover B. Cover A should contain NEFT Detailsregarding the transfer ofrs.40, 00,000/- (Rupees Forty Lakh Only)along with the Technical bid and Cover B should contain the Commercial bid. 1. THE TENDER OFFER a. The Tender Offer as indicated above addressed to Deputy General Manager, Information Technology department and shall be submitted at the Information Technology Department, First Floor, and UNITED INDIA INSURANCE Head office, 24 Whites Road, Chennai on or before 20/01/2013. If the last date for submission of tenders happens to be a holiday due to some unforeseen circumstances, then the tender can be submitted by 11 a.m. on the next working day. b. Cover A containing the technical bids will be opened in the presence of those bidders who wish to remain present at the above address. c. Cover `B commercial bids would be opened by the Committee constituted by the Company in the presence of bidders who are present at the address given above. The time and date would be intimated to the bidders. In case, the date happens to be a holiday, then the tenders would be opened on a subsequent date, which will be intimated. Page 3 of 41

4 2. EARNEST MONEY DEPOSIT (E.M.D) The intending bidders should pay an Earnest Money Deposit of Rs. 40,00,000/- (Rupees Forty Lakhs Only). The E.M.D shall be electronically credited to our Bank Account as given below: Beneficiary Name United India Insurance Company Ltd. IFSC Code BOFAOCN6215 (Please distinguish alphabet O with 0 (Zero). UIIC <Remittance details / Depositors name>ex. UIIC EMDxxxxxxx (From max of 29 characters allowed, Account No xxxxxx shall be replaced with your Company name) Bank Details Bank of America, 748, Anna Salai, Chennai The EMD will not carry any interest. The electronic credit should be affected positively on the day prior to the tender submission date and proof of remittance of EMD amount should be submitted along the tender document as per instructions given in Instructions to Bidders above. 3. FORFEITUREOF E.M.D The EMD made by the bidder will be forfeited if: i. the bidder withdraws the tender after acceptance. ii. the bidder withdraws the tender before the expiry of the validity period of the tender. iii. iv. the bidder violates any of the provisions of the terms and conditions of this tender specification. the selected L1 vendor does not submit the BG and agreement within 21 days from the date of letter of acceptance. 4. REFUNDOF E.M.D a) EMD will be refunded to the successful bidder, only after signing of the contract and payment of Security Deposit, completion of formality etc. in all respects to the satisfaction of the Purchaser. b) In case of unsuccessful bidders, the EMD will be refunded to them after intimation is sent to them about rejection of their tenders. 5. THECOMPANY RESERVES THE RIGHT TO: a) Accept / Reject any of the Tenders. b) Revise the quantities at the time of placing the order. c) Add, Modify, Relax or waive any of the conditions stipulated in the tender specification wherever deemed necessary. d) Reject any or all the tenders without assigning any reason thereof. e) Award contracts to one or more bidders for the item/s covered by this tender. 6. REJECTIONOF TENDERS: The tender is liable to be rejected interalia: a) If it is not in conformity with the instructions mentioned herein, b) If it is not accompanied by the requisite EMD, c) If it is not properly signed by the bidder, d) If it is received after the expiry of the due date and time, e) If it is evasive or in complete including non-furnishing the required documents. f) If it is quoted for period less than the validity of tender. g) If it is received from any blacklisted bidder or whose past experience is not satisfactory. Page 4 of 41

5 7. VALIDITY OF TENDERS Tenders should be valid for acceptance for a period of at least 180 (One Hundred and Eighty) days from the last date of tender submission. Offers with lesser validity period would be rejected. 8. PRICE a) The bidders should quote only the base price. All applicable taxes/octroi will be paid as actuals. b) The price shall be all inclusive of labour cost, ex-factory price per unit, packing, forwarding, freight, transit insurance, Excise duty, road permit charges,other duties, if any, including state levy, delivery, installation, commissioning and testing charges. c) There shall be no escalation in the prices once the prices are fixed and agreed to by the Company and the bidders. But, any benefit arising out of any subsequent reduction in the prices due to reduction in duty & taxes after the prices are fixed and before the agreement should be passed on to the Purchaser /Company. d) Prices for all the components are valid for the period of 5years from the date of first Purchase order from UIIC. e) All the items should be quoted in INR (Indian Rupees) only. 9. FORMAT AND SIGNING OF BID a) Letter of power of attorney or authorization should be submitted along with the bid. b) Proposals submitted in response to this RFP must be signed by (in all the pages) the Authorized signatory of the Bidder s organization as mentioned in the Power of Attorney or Letter of Authorization. c) The bid shall be numbered with index and highlighted with technical specification details and shall be signed by the Bidder or a person duly authorized to bind the Bidder to the Contract. d) Any interlineations, erasures or overwriting shall be valid only if the person signing the bid counter signs them. e) Bids should be spirally bound or fastened securely before submission. Bids submitted in loose sheets will be rejected as non-compliant. f) Bidders responding to this RFP must comply with the format requirements given in various annexure of the RFP, bids submitted in any other format/type will be treated as non-compliant and may be rejected. g) SOLUTION DOCUMENT: Bidder should submit solution document as a part of technical bid. The contents of solution document should include but not limited to i. Solution architecture with detailed explanation of all components. ii. Backup mechanism/policy. iii. MPLS Bandwidth requirement at DC/DR/operating office. iv. Make/Model/Version of all hardware/software/license components used for the solution. v. IPV6 Compliance (Refer point , page 7). h) ADDITIONAL INFORMATION: Include additional information which will be essential for better understanding of the proposal. This might include diagrams, excerpts from manuals, or other explanatory documentation, which would clarify and/or substantiate the bid. Any material included here should be specifically referenced elsewhere in the bid. i) GLOSSARY: Provide a glossary of all abbreviations, acronyms, and technical terms used to describe the services or products proposed. This glossary should be provided even if these terms are described or defined at their first use in the bid response. j) PRESENTATION: Bidder may have to give Technical presentation and/or demonstration to supplement their bids. The Technical presentations shall form part of the final Technical evaluation and the resulting contract if any. 10. PERFORMANCE GUARANTEE: a) The successful bidder will have to furnish a performance guarantee to the tune of 15% of the value of the Contract for proper fulfilment of the contract in the form of a Bank Guarantee for a period of 5 years obtained from a nationalized/scheduled bank. b) The performance guarantee has to be submitted within 8 weeks from the date of Purchase order from UIIC. c) This Bank Guarantee shall be released on the expiry of the contract period. Page 5 of 41

6 11. PROJECT SCHEDULE a) The Installation & Commissioning of Hardware /Software at various locations and deployment of solution has to be completed as per the below schedule. SN Description Duration 1 Deployment of infra in DC/DR and LAB Testing 2 months 2 Completion of rollout in pilot offices 2 months 3 Completion of rollout in remaining offices 5 months 4 Post deployment stabilization period. 3 months Implementation duration 12 months a) If the Bidder does not deliver /deploy goods/services as per the above project schedule, or such authorized extension of delivery /deployment period as may be permitted in writing by UIIC shall impose a 0.5% of the total value of the Purchase Order for each week s delay to a maximum of 5% of the total value of the Purchase Order. Penalty shall be recovered for delayed deliveries/deployment, without prejudice to any other right or remedy available under the Purchase Order. b) Post deployment stabilization period: UIIC shall monitor the performance of the Solution for a period of 3 months after the implementation, said period will be treated as stabilization Period and the implementation closure/sign off shall be initiated by UIIC only upon satisfactory performance of the Solution. The Bidder should take care of all necessary corrective steps, fine tuning and trouble shooting of the Systems during this period. However it is to be noted that the UIIC reserves the right to use the system/ solution and such usage shall not be construed as acceptance of the System/Solution by the successful Bidder. c) During this period the Bidder has to attend to all support related issues including visiting and trouble-shooting (onsite Support) if required at various Offices. d) The Company reserves the right to cancel the tender if the above delivery schedules are not adhered to by the selected bidder. 12. BACK GROUND: a) UNITED INDIA INSURANCE Co Ltd (UIIC) is one of the largest General Insurance Company in India having offices across the country which would increase by another 200 offices over a period of next 5 years. b) UIIC currently have 13,000+ PCs and 1700 laptops all over India running Windows XP or later (refer Current Infra-Annexure-5). c) In order to manage these endpoints efficiently UIIC intend to have a suitable Desktop Management Solution as a whole. d) UIIC offices are connected through BSNL MPLS links, HO is connected with 2 MPLS pipes of 32 Mbps each and 2 Internet Leased Line of 8 Mbps each. e) ROs are having 2 Mbps connectivity (2 pipes of 2 Mbps each) and Operating offices are connected with MPLS links of 64/128Kbps bandwidth (refer Network Diagram-Annexure -6). 13. SCOPE OF WORK (SOW) The broad scope of work to be executed on the turnkey basis -End To End implementation of Directory Services (DS), Client Desktop Management Solution (CMS), Antivirus (AV) software, Infrastructure Services and ATS (Annual Technical Support) for Software/License for a period of 5 years from the date of installation of hardware/software/licenses General a) The Bidder shall be responsible for the implementation & support of Directory Services, Client management solution and Antivirus in UIIC Offices across India(Location address are available in the company website- b) The support for maintenance of entire solution (DS, CMS, AV and any other application software..etc) supplied should be available for a minimum period of 5 years. Page 6 of 41

7 c) The solution architecture and design has to be as per the respective OEM sbest practice and the same has to be certified by OEMs (DS, CMS and AV) and to be submitted along with the technical bid. d) The solution has to be designed and proposed as per existing infrastructure of UIIC. e) The bidder shall provide the most recent version of Licenses for all software in the proposed solution. f) All the software/licenses has to be delivered after the completion of infra deployment in DC/DR g) The proposed solution covering all hardware, Software, Operating System and other related software must be IPv6 compliant. Compliance in this regard should be submitted along with the technical bid documents. The solution complete in all respect should be either IPV6 Compliant or should be IPV6 supported. h) The bidder should visit the UIIC offices across the country with prior notice, coordinate with Office In-Charge/Designated Official and ensure that the normal operations of the office is not affected. i) Successful bidder may be required to sign NDA as per Annexure-12 with UIIC to maintain and protect the confidentiality of Data. j) At all points of time vendor should integrate, coordinate with all our existing System Integrators (SI) for smooth implementation. k) The bidder shall obtain road permit and other required approvals for the delivery of the products without any additional cost to UIIC Services Project Management : a) The Bidder shall be doing Project Management for the entire Project from commencement to final handing over for live use on turnkey basis. b) The bidder shall be responsible for generation and submission of necessary documents required during various phases of project viz. planning, installation, commissioning, rollout, acceptance testing, project diagrams,administrator manuals, implementation guidelines, user manuals, presentations and other reports etc. All such activities detailed in the documents submitted shall commence only after the same is approved by UIIC. c) The bidder should provide a detailed project plan in terms of activity and timelines required for executing the project with the details of deliverables and milestones including the delivery of components for DS, CMS &AV Solution. The bidder shall inform the name of the Project Manager who would be the single point of contact during the complete project implementation. d) Preparing and handing over the PERT Chart or any relevant document to UIIC till Sign off Infrastructure as a Service a) The bidder should host the solution in UIIC Data centre or data centre site identified by UIIC. b) Disaster Recovery (DR) site Hyderabad is in a different seismic zone which will be used only in the event of catastrophic failure of entire Data Centre(DC) facility which cannot be rectified and service from the DC are unavailable for all customers. c) The successful bidder to design, provide and configure appropriately sized server, storage and networking for implementing scalable Desktop Management Solution(the solution should be sized to support maximum 20,000 endpoints) configured in a High- Available mode(not necessarily at DR Site). The proposed solution should comply with the technical specifications given in annexure 2. d) The successful bidder shall provide dedicated infrastructure for the solution. e) Backup and Restore: Successful bidder should provide robust and reliable backup mechanism based on industry best practice for the entire solution. i. The successful bidder should also be responsible to design efficient backup policy in consultation with UIIC. ii. The backup policy should be flexible enough to accommodate changes suggested by UIIC as and when required. iii. Bidder shall carry out restoration drill and test the recovery process half yearly. Page 7 of 41

8 iv. No tapes/backup media will be provided by UIIC. f) Bidder has to propose the required MPLS link Bandwidth to be terminated at DC and DR. Complete bandwidth calculation should be enclosed as part of the technical response detailing the methodology of the calculation. g) Disaster recovery service should allow the resumption of Directory Services and AV within 2 Hours and Client Management Service within 12Hours of the identification of the disaster. h) In case of disaster, the service is to be resumed to provide 100 % of the capacity and performance(in terms of the number users) i) Procedure for announcing disaster and Operation from DR Site: Bidder shall clearly define the procedure for announcing disaster based on the proposed DR solution. Bidder shall also clearly specify the implications of disaster. j) Disaster Trial: Bidder shall conduct disaster trial half yearly, wherein the Data-Centre has to be deactivated and complete operations shall be carried out from disaster recovery site. k) Bidder should provide detailed document about DR process and fall back process in the solution document. l) The services from DR site will be governed by SLA applicable to Data-Centre Site m) Server Monitoring Tool: The Bidders shall deploy a Monitoring tool capable of generating daily/weekly/monthly reports to monitor DC and DR servers running DS,CMS and AV solution 24*7. The bidder should also provide an interface to UIIC officials to monitor the SLA. n) Stress Test: Bidder has to do stress tests using appropriate tool after the completion of infra deployment and once in a year during the contract period. UIIC will not provide any tools/hardware/software for the stress test One time installation: a) Bidder shall be responsible for arranging FMS Engineer/s from 10:00 AM to 6:00 PM at Regional Offices from Pilot start date to Implementation Signoff date for the smooth completion of one time installation. The FMS Engineer/s should be deputed as and when implementation is started in offices under that particular Regional Office. b) Bidder shall be responsible for arranging Helpdesk at HO with sufficient manpower to co-ordinate with FMS engineers /users from Pilot start date to Implementation Signoff date. c) During one time installation bidder has to reinstall/update/upgrade operating system(windows XP to Windows 7 professional) if required(provided hardware configuration is capable of the same), configure IP, install antivirus, scan for viruses, join domain, install CMS client, migrate profile, backup user data and restore, configure printer & additional peripheral devices and Install & Configure any other applications. d) Creation of Standard Operating Environment Should include the UIIC s policy & applications used by the users. e) Application testing: UIIC s standard applications such as Core Insurance Solution (CORE), Genisys Business application, (mithiconnect-opensource), Antivirus, office suite and other common applications etc., has to tested appropriately after the Migration. The end user should have required access for using all the applications of the company as deployed time to time. f) The bidder shall ensure that end user should not have administrative privileges on all end-points. g) Basic user awareness training to be given to the users and appropriate project communication & documentation needs to be provided and co-ordinated One time installation after the project sign off: a) If Desktops/Laptops/Mobile Devices are added/replaced at ROs/OOs (anywhere in India), the bidder shall complete the one time installation of DS,CMS,AV of those many Page 8 of 41

9 Desktops/Laptops/Mobile with the price identified in the Annexure 4 during the contract period (Commercial Bid Performa,(line item2.2)) b) One time installation of Desktops/Laptops/Mobile Devices at head office after the project sign off will be done by FMS team deployed at HO during the contract period without any additional charges other than FMS charges. c) Payments will be made on the actual additional quantity procured during the contract period Project Lab Testing: a) Bidder shall be responsible for Installing and configuring Directory Services, Client management solution and Antivirus in UIIC Lab environment. b) Bidder shall be responsible for arranging temporary Server hardware(s) with appropriate configuration and 4 No s of Desktops (of equivalent configuration of UIIC desktops) at HO during the testing phase. c) Test phase will start after 2 weeks of issuing the PO. d) UIIC will not provide any hardware/software/applications for this activity. e) During the testing phase, Bidder has to implement Directory Management, Client Management and Antivirus solution and demonstrate all the features mentioned in the Technical Specification section. f) Application testing: UIIC s standard applications such as Core insurance solution (CORE), , Antivirus, office suite and other common applications etc., has to tested appropriately Pilot Implementation: a) Bidder shall be responsible for Installing and configuring various services and features of Desktop Management Solution at 50 UIIC Offices (400 desktops approx) across India. b) UIIC will share the Office list with the successful bidder. c) Bidder shall get a signoff from UIIC authorized official from each location and from Head Office Training: a) The bidder shall impart one time training from a qualified trainer to UIIC identified Head-Office IT officials (not more than 10) at bidders premises covering the following topics. b) Knowledge Transfer Training of the Deployed Solution Architecture and Design c) Directory Design, Deployment, Administration, Maintenance & Troubleshooting d) CMS Solution, Architecture and maintenance. e) Antivirus solution, Architecture and maintenance. f) The bidder will have to ensure that training is imparted in a professional manner through Qualified Personnel and Course Materials would have to be provided for the same. g) Hands-on training to the Regional office IT Officials / Divisional in-charges/ Branch-inchargeand other officials of the Region/Division/Branch offices at the time of roll out of the new solution. The necessary proof for successful completion of the training program by the Region/Division/Branch should be produced invariably at the time of claiming implementation charges Products Directory Services The primary objective of design and implementation Directory services is to bring all the endpoints/servers located at the existing Branches /Offices located across the country from Page 9 of 41

10 workgroup to Single domain architecture along with Standard Operating Environment rolled out across its desktops and laptops. Implementation should take care of Desktop PCs/Laptops/Servers getting installed at the upcoming branches also. The activity also includes setting up Group policies and all the necessary configurations as per the OEM best practices. a) Bidder shall submit detailed Architecture, Design Documentation, and Installation& Configuration Documentation. b) Design & implement the logical and physical structure of Directory services, Organization Unit. c) Design and implementation of Group policy, domain policy, Naming conventions of the Organization Unit s/groups as per UIIC specifications. d) The bidder should provide the complete Group policy settings for user, computer and servers. Bidder should propose and implement various policies such as password policy, power management policy, device policy, backup policy, software policy, access rights to the users and groups, etc. e) Bidder should provide the Strategy for joining of desktops/ laptops/servers across the country to the domain. f) Design and Implement containers to segregate Laptops, Desktops and Servers. g) The bidder should design and deploy sites and services with V-LAN Information wherever the network equipments support v-lan. h) Bidder shall also submit procedural documents related to day to day operations, backup, restoration. i) Bidder should assist UIIC in integrating directory services with other applications. j) Bidder shall also customize the solution to generate daily/weekly/monthly reports as required by UIIC. The details will be shared to the successful bidder. k) The bidder should propose and Implement user/desktop/laptop/server naming convention based on best practices. l) The Bidder should configure designated ports (selected ports) of communication between Domain Controllers and Client machines. m) Install and configure Certificate Authority and enable auto enrolment for certificates. n) Design and configure the solution to support use of bio-metric authentication devices Client Management Solution UIIC requires that all Desktops which are already connected or getting connected as and when required comply with UIIC s IT security policy and fully protected in respect of security and operational aspects for smooth running of UIIC s core insurance application. a) The bidder should design centralized client management solution optimized for UIIC s network architecture which segregates the desktops for the patches, with granular and flexible grouping mechanism. Bidder should configure and implement all the patches without user intervention. b) The vendor shall ensure the CMS client installation on all end-points (servers and desktops) at locations. c) Bidder has to provide customized fields to report details of AMC on Desktops, UIIC Asset ID, Desktops and other Hardware items connected with Desktops, AMC Renewal Date, AMC Expiry Date, Name of AMC Service Provider, AMC Amount, and AMC Amount Paid details, AMC Year etc. shall be provided in the system by way of a report or view. d) Bidder should install and configure Hardware and Software Asset Inventory e) Bidder should install and configure Remote Control option f) Bidder should install and configure Operating System Deployment. g) Bidder should install and configure Power management on all Desktops h) Bidder should install, Configure and test patch management and application distribution. Page 10 of 41

11 i) UIIC has the rights to add/remove customized fields for reporting and the solution/bidder should support the same using custom fields or solution customization. j) Bidder has to download all the latest patches/updates from the OEM servers to DC/DR servers with in a day for deployment to end-points across all offices of UIIC Antivirus solution: a) Vendor shall completely uninstall and remove traces of any existing antivirus software and its components before installing the new antivirus software. b) The vendor shall ensure the AV client installation on all end-points (servers and desktops) at locations. c) The bidder should design centralized Antivirus solution optimized for UIIC s network architecture which segregates the end-points for the patches, with granular and flexible grouping mechanism. Bidder should configure and implement all the AV updates without user intervention. d) Bidder shall also submit procedural documents related to day to day operations, backup, restoration and DR. e) Bidder should Integrate Antivirus solution with proposed Directory solution f) Proposed Antivirus solution should utilize the proposed Directory solution objects such as Desktops/Laptops/Servers for distributing Antivirus updates g) Bidder should customize the solution to generate daily/weekly/monthly reports as required by UIIC. The details will be shared to the successful bidder. h) Bidder should distribute Antivirus updates on Daily basis from the first day AV client gets deployed at UIIC. i) Bidder has to download all the latest patches/updates/signatures from the OEM servers to DC/DR servers with in a day Distribution Points a) UIIC has users in its Head office. Bidder has to supply, configure and maintain Distribution Servers along with the appropriate Operating system in High Availability mode for Directory Services, AV and CMS for this location. The minimum technical specification of this Distribution Point (Distribution Point 1) is given in annexure - 2. b) UIIC has multiple regional office locations with more than 50+ users. Bidder has to supply, configure and maintain Distribution point for AV and CMS at these locations. The locations are mentioned in Annexure-7 and minimum technical specification of Distribution Points (Distribution Point 2) is given in annexure - 2. c) The bidder shall configure one desktop as a distribution point in the operating office for distribution of components to all other desktops in that location. 14. SLA MONITORING& TROUBLE TICKETINGSYSTEM 14.1.Bidder shall provide a web-based ITIL complied complaint booking interface available in real-time which will issue a trouble ticket once a complaint is booked successfully The bidder shall be able to record a complaint and generate a trouble ticket on this system based on intimation by the user through telephone/fax/ /mobile/ web-based interface The system shall be able to provide a trouble ticket status tracking mechanism, whereby the user can be aware and communicated of the latest status of a case logged This trouble ticket system shall generate monthly/quarterly/half yearly / yearly reports Bidder shall ensure that these calls are fully responded by the FMS and the Docket number is allotted UIIC officials shall be able to monitor the SLA using this tool The Ticketing system should have following fields including but not limited to Fault Details: a) Date/Time of fault reporting with Bidder. b) Docket No Page 11 of 41

12 c) Fault & its details as per observation. d) Name of contact person of Bidder to whom fault is reported by UIIC. e) Date/Time of fault being rectified with brief description how problem was resolved. f) Remarks 14.9.Fault Response Details: a) Bidder Response Date/Time b) Docket No allotted to UIIC representative c) Nature of fault reported d) Name of Engineer attending fault e) Date/Time of fault being rectified with brief description of how problem was resolved f) Total Time taken to rectify the fault g) Remarks Change Management a) Change Requester details b) Change type c) Severity and priority d) Impact e) Approver details 15. FACILITY MANAGEMENT SERVICES 15.1.The successful bidder should depute qualified dedicated manpower (FM support Engineer(s)) from project sign off date to contract expiry date(2ndyear to contract expiry date) at UIIC Head Office from 9:00 am to 8:00pm from Monday to Saturday, and should come urgently to premises at other times whenever called FM engineer(s) should be trained & experienced professional having excellent communication skills. UIIC IT team will take interview of the engineer(s) before being posted in Head office. This process will be followed in case engineer(s) is replaced during the contract period The FM resource(s) should be minimum graduate/diploma holder in engineering (IT/electronics/ Comp) having good knowledge on Directory Services, Client Management Solution & Anti-Virus (AV) Solution. The FM resource(s) should be having Certification on Proposed Directory Services/Client Management solution/av solution The onsite helpdesk resources should be supported by backend/remote support team of the bidder during working hours of onsite FMS In case the engineer goes on leave/absent, suitable replacements to be arranged by the bidder to ensure that regular functioning of the offices does not hamper FMS shall be responsible for following activities. a) Providing a Single Point of Contact (SPOC) for assistance with IT services under scope. b) Log IT related tickets (incidents, service requests, events) from users(received through phone, mail, logged tickets in the tool) c) Acknowledge the tickets, allocate appropriate category. d) Provide remote support for end user at RO/OO. e) Provide onsite support for end users at HO (The FMS engineer has to physically visit users in head office to resolve the problems). f) Allocate the ticket to the respective Regional Offices and coordination till call closure. g) Route service requests to the appropriate teams in HO/RO (viz. user management group, mail management group etc) Offices and coordination till call closure. h) One time installation of Directory services, CMS and AV on new/formatted PCs at HO. i) Escalate issues pertaining to user non-availability or non-cooperation. j) Generate service management reports from the ticketing tool. k) Maintenance of SLA matrix, severity and categorization matrix. Page 12 of 41

13 16. WARRANTY(HARDWARE)/ANNUALTECHNICAL SUPPORT (SOFTWARE/ LICENSES) 16.1.Bidder shall provide all the hardware mentioned in the Annxure-2,Table -3 with 5 year warranty and all the software/licenses mentioned in the Annxure-3,Table-1, 4 with 1 year ATS with a provision to renew for minimum 4 years Successful bidder has to mandatory back line all Service with the respective OEM during ATS period, and letter from OEM as a proof should be submitted within 8 weeks from the date of delivery The scope of Warranty and ATS shall include but not limited to a) Up gradation and installation of all software components (updates/upgrades/ new version) Rectification of Bugs/defects if any b) Fine tuning of application and database c) Maintenance of application and database d) Reinstallation of software /database whenever required UIIC shall not be responsible for any non-support from OEM's. 17. SERVICE LEVEL AGREEMENT The selected Bidder shall guarantee a quarterly uptime of 99.5%for the Backend Infrastructure (hardware/software from the date of commencement of the proposed solution. (Any planned shutdown will not be considered for calculating SLA).The percentage of uptime is calculated on quarterly basis as follows: (Total contracted minutes in a quarter downtime during contracted minutes) * 100/ Total contracted minutes in a quarter. The table below specifies support/maintenance matrix along with mean time to respond (MTTR1) and mean time to resolve (MTTR2). S# Services MTTR1 (HH:MM) MTTR2 (HH:MM) 17.1 Backend Infra(hardware/software/entire solution) 00:10 Should maintain 99.5%uptime 17.2 AV signature updation ***** One day 17.3 Case logged to FMS from HO(For onsite support) 00:15 2 hour 17.4 Case logged to FMS from RO/OO(For remote support) 00:15 4 hours 17.5 Onsite Support for Class-A cities 00:15 8 hours 17.6 Onsite Support for Class-B cities 00:15 NBD 17.7 Onsite Support for Class-C cities 00:15 NBD+1 Day 17.8 Onsite Support for Class-D cities 00:15 NBD+2 Day Note: i. Refer Annexure-8 for classification of cities. NBD- Next business day. ii. SLA window for line items17.3, 17.4and 17.5will be 10.AM to 6 PM. iii. 95% of the user login, apart from one time profile creation should happen within 5 seconds. Non-adherence to the same will lead to penalty as per the SLA clause (S#1 Backend Infra (hardware/software / entire solution)) and will be used to calculate downtime. iv. Bidder has to give Onsite support to OO/RO in case the problem is not resolved remotely. In that case, the bidder has to give confirmation within4 hours. v. MTTR1 (Mean Time to Response):-Defined as time taken by the help desk to respond the concerned user over the service desk tool, phone/ /fax or in person and acknowledge the problem. vi. MTTR2 (Mean Time to Resolve): -Defined as time taken to resolve a problem. Page 13 of 41

14 18. PENALTY TABLE In case the vendor fails to meet the above SLA, penalty will be imposed as specified in the table below. S# Services Up Time Penalty 18.1 Backend Infra(hardware/software/entire 99.5% Rs.1, 000/-per Minute. solution) 18.2 AV signature update Not updated with in One Rs.20/-per day/per day of patch release from endpoint DC/DR 18.3 Case logged to FMS from HO(For onsite Not resolved within 2 Rs.200/-per hour/per case support) hours Case logged to FMS from RO/OO(For remote Not resolved within 4 Rs.200/-per hour/per case support) hours Onsite Support for Class-A cities Not resolved within 8 Rs.200/-per hour/per case hours Onsite Support for Class-B cities Not resolved within Next Rs.1000/-per day/per case business day 18.7 Onsite Support for Class-C cities Not resolved within Next Rs.1000/-per day/per case business day + 1 Day 18.8 Onsite Support for Class-D cities Not resolved within Next business day + 2 Day Rs.1000/-per day/per case Note: i. The down time will be calculated on quarterly basis. ii. Server monitoring and ticketing tool reports will be used to calculate penalty. iii. The downtime calculated shall not include the following: a. Any planned shutdown. b. Failure or malfunction of any equipment or services not supplied/provided by the bidder. c. Negligence or other conduct of UIIC or its agents, including a failure or malfunction resulting from applications or services provided by UIIC or its vendors. However, it is the responsibility/ onus of the selected bidder to prove that the outage is attributable to UIIC. The selected bidder shall obtain the proof authenticated by the UIIC's official that the outage is attributable to the UIIC. d. The maximum penalty will be up to 10% of quarterly FMS and Infrastructure services charges. e. In case maximum penalty is imposed for more than two times in a year, UIIC may revise the SLA penalty cap to 10% of quarterly FMS and infrastructure services charges. 19. PAYMENT TERMS: The various payments due for implementation of the solution shall be as per the table given below. The company also reserves the right to prescribe additional documents for release of payments and the bidder shall comply with the same. Item Payment Documents to be submitted Software/Licenses 50% against the Software/Licenses delivery and hardware delivery at DC/DR. Confirmation letter/mail from OEM, Delivery Certificate, Performance Bank Guarantee, Agreement. 50% on completion of implementation Implementation sign-off One time installation cost 20 % on the completion of pilot offices Completion certificate, Certificate from authorized UIIC official. 35%on the completion of 50% offices. Completion certificate, Certificate from authorized UIIC official. 35% on the completion of remaining offices. Completion certificate, Certificate from authorized UIIC official. 10 % on the signoff of the project Certificate from authorized UIIC Page 14 of 41

15 FMS and Infra Services OEM Direct(Anti-Virus) support subscription charges Additional, optional UIIC: RFP DMS: HO: IT: 55/ % of Annual charges once in every six months. Will be paid annually official. Quarterly call reports, MIS reports Call reports. 100% on delivery &installation. Completion certificate, Certificate from authorized UIIC official. software/licenses Software/Licenses-ATS Will be paid annually Confirmation letter/mail from OEM Hardware(DP1 and DP2) 80% on delivery Delivery Certificate 20% on installation Installation Certificate Additional per Desktop one time installation cost (for RO/OO) after the post deployment stabilization period. 100% on completion at the end of each quarter along with FMS/OEM direct support charges. Completion certificate, Certificate from authorized UIIC official 20. DOCUMENTATION The following information should be furnished along with the technical bid. i. Solution Document refer pt. 9.6,page 6 ii. Technical Brochures/Data Sheets of quoted products showing all features of the products. iii. Manufacturer Authorization Form as per the Annexure 11. iv. OEM certificate for solution architecture. v. Power of attorney /Authorization Letter. vi. Eligibility Criteria as per annexure-1 vii. Technical Compliance as per Annexure -2 viii. ix. Unpriced Bill of Quantity (BOQ) as per Annexure-3 Deviations as per Annexure-10The proposal and all the supporting documentation submitted by the bidder as part of the tender response shall become the property of UIIC. 21. GENERAL TERMS 21.1.The agreement shall be in force for a period of 5years The successful bidder shall sign and return the Contract (Annexure-12) within 8 weeks from the date of first purchase order from UIIC Queries may be communicated only through and response to query will be by return e- mail. No queries will be accepted on telephone or through any means other than . The queries should be sent in.pdf/.xls/.xlsx format as per annexure 9 only The offer containing erasures or alterations will not be considered. There shall be no handwritten material, corrections or alterations in the offer. Technical details must be completely filled in. Correct technical information of the product being offered must be filled in. Filling up of the information using terms such as OK, Accepted, Noted, As given in Brochure/Manual, Negotiable, to be discussed is not acceptable. UIIC may treat such offers as not adhering to tender guidelines and as unacceptable Addendum/Amendments/Corrigendum, if any, will be posted on our website only under Prospective Bidders should check the website frequently to get updates on any such changes. UIIC reserves the right to cancel the RFP at any time without incurring any penalty or financial obligation to any bidder or potential bidder UIIC reserves its right to carry out factory inspection of the equipment s to be supplied to UIIC at bidder s factory/site/centre. There shall not be any additional charges for such inspection. 22. ROYALTIES AND PATENTS Page 15 of 41

16 Any royalties or patents or the charges for the use or infringement thereof that may be involved in the contract shall be included in the price. Bidders shall protect the Company against any claims thereof. 23. DEVIATION FROM SPECIFICATION If the bidder wishes to depart from any terms and conditions of the tender in any respect he shall draw the attention to such points of departure explaining fully the reasons thereof and furnish separately adopting the form given Annexure 10. Unless this is done, the requirements of the eligibility criteria will be deemed to have been accepted in every respect. The Company reserves the right to accept/reject any or all of the deviations shown by the bidder. PART A TECHNICAL BID SECTION II The following documents along with the Soft copy of all requirements for technical compliance on a CD have to be submitted in Cover A (in the same order)neatly filed with proper indexing. The contents of the CD and the hard copies in the technical bid should be identical. The CD should not contain any information other than Technical Bid and will be only used as reference materials for verification by UIIC. Submissions in Hard copy will be treated as final for all legal matters. i. Tender document Fees Rs10, 000/-(Rs Ten Thousand only) (Non-refundable) ii. RTGS Transfer details of EMD for Rs. 40, 00,000/-(Rs Forty Lakh Only) iii. Power of attorney/authorization Letter. iv. Eligibility Criteria as per annexure-1 v. Technical Compliance as per Annexure -2 vi. Unpriced Bill of Quantity (BOQ) as per Annexure-3 vii. Documents as per page 18 & 19. viii. Manufacturers Authorization Letter as per Annexure 11 ix. Deviations Annexure-10 x. Softcopy in CD PART B COMMERCIAL BID The bidders have to submit commercial bids along with the Soft copy (in.pdf /.xls/.xlsx) as per Annexure-4. The contents of the CD and the hard copies in the commercial should be identical. The CD should not contain any information other than Commercial Bid. Incomplete commercial bid will be rejected. If amount is not mentioned it will be considered as Rs 0/-(Rupees Zero only).submissions in Hard copy will be treated as final for all legal matters. Page 16 of 41

17 GENERAL TERMS & CONDITIONS SECTION III i. PROCEDURE FOR PROCESSING THE TENDER DOCUMENT: i. The IT Operations Committee will open the Cover A. In case the cover A does not contain a EMD Details for Rs. 40,00,000/-(Rs. Forty Lakh only)towards Earnest Money Deposit and Rs. 10,000/-towards tender document fees, their offer would be rejected. The bids not meeting the eligibility criteria would also be rejected. ii. The commercial bids of only technically qualified bids will be opened by the committee in presence of all the bidders and the lowest commercial bid (L1) would be identified. iii. While evaluating the bid, if in the opinion of UIIC the price of such licenses is found to be excessive, UIIC reserves the right to either accept the offer from the bidders (or) to directly negotiate a lower license fee with the respective OEM/Dealer.It is therefore imperative that the bidders quote license fee separately for all components of the solution. iv. The integration and/or any other relevant cost will also have to be spelt out separately as line items since such integration shall remain the responsibility of the bidders. v. In case the offer from OEM and/or dealer is accepted for direct placement of the order, the TCA based on actual cost quoted by the bidder will only be reckoned to arrive at the L1 for the technically qualified bidders. vi. After selection of L1 bid, UIIC has the right to procure any component of the solution directly from the OEM wherever UIIC has an existing arrangement for procurement of licenses. vii. The bidders who fail to present themselves at the time of Commercial bid opening on the specified place, date and time may be disqualified. viii. ix. Any commercial bid incomplete in any respect would not be considered. This procedure is subject to changes, if any, and the procedure adopted by the Company for opening the tender shall be final and binding on all the parties. x. Every page/document provided by the bidder in the technical/ commercial bid should be stamped and signed by the competent authority of the bidder. 2. AGREEMENT The successful bidder shall enter into a detailed Agreement. A Performa / Draft Agreement as mentioned in Annexure-12. However, the Company reserves the right to alter/vary/amend/modify all or any of the terms set out in the said Performa/ Draft Agreement. Encl: Annexure-1(Eligibility Criteria for bidders) Annexure-2(Technical Specification) Annexure-3(Unpriced Bill of Quantity) Annexure-4(Commercial Bid Performa) Annexure-5(Current Infrastructure) Annexure-6(WAN Diagram) Annexure-7(List of distribution point locations) Annexure-8(Classification of cities) Annexure-9(Queries Format) Annexure-10(Deviation Format) Annexure-11(MAF format) Annexure-12(Agreement Draft) Page 17 of 41

18 Annexure-13(NDA format) ANNEXURE 1 - ELIGIBILITY CRITERIA Only those bidders fulfilling the following criteria should respond to the RFP. S# Eligibility Criteria 1 The Bidder must be a registered company having presence all over India. 2 Bidder must have a minimum average turnover of Rs. 1000Crores per year during last three financial years i.e , , or later in IT related business in India The Bidder should have supplied and implemented the proposed Directory Services similar to UIIC environment for more than desktops in at least 2 reputed organizations in which one should be a PSU BFSI organization during the period from till date. Customer 1 Customer2 4 The Bidder should have supplied and implemented the proposed Client Management Solution (during the period from till date) for more than desktops in at least2 reputed organizations in which one should be a PSU BFSI organization. Customer 1 Customer 2 5 The Bidder should have supplied and implemented the proposed Anti Virus Solution for more than desktops in at least2 reputed organizations in which one should be a PSU BFSI organization during the period from till date. Customer 1 Customer 2 6 The Bidders should be an authorized partner for the proposed OEM solutions. Copy of Certificate of Registration / Certificate of Commencement of Business. Audited Balance Sheet and P & L Account for the last three years. Certificate from Chartered Accountant certifying the IT related business turnover of last three years i.e and , or later Purchase Order copies issued by Organizations since (Name, Dateof PO; No.of Desktops) : (Name; Dateof PO; No of Desktops) : Purchase Order copies issued by Organizations since (Name, Date of PO; No of Desktops) : (Name, Date of PO; No of Desktops) : Purchase Order copies issued by Organizations since (Name, Date of PO; No of Desktops) : (Name, Date of PO; No of Desktops) : Manufacturers authorization letter Page 18 of 41