CENTRAL INSTITUTE OF FISHERIES EDUCATION

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2 CENTRAL INSTITUTE OF FISHERIES EDUCATION (Deemed University, Indian Council of Agricultural Research) Kolkata Centre 32-GN Block, Sector-V, Salt Lake City, Kolkata Tel: /7265/5269, Fax: /6197, Website: Details of Technical Requirements and Specifications for Information Technology - Facilities Management & Annual Maintenance Contract (IT-FM & AMC) at CIFE, Kolkata Centre The Central Institute of Fisheries Education wishes to outsource the facilities management of its Information Technology infrastructure at its Kolkata Centre. CIFE, Kolkata Centre has a wired LAN within buildings working as a single network. Detailed list of IT infrastructure available at CIFE Kolkata Centre and the scope of AMC of IT-FM are given in the Table at the end of this document. 1. Essential Requirements of the Vendors/Firms for Participation in AMC Ability to provide on-site AMC of IT-FM at CIFE,, Kolkata Centre Campus located at 32 G N Block, Sector V, Salt Lake City, Kolkata Experience of maintaining networked computers in LAN environment (Servers, Switches) with a certificate of experiences from the clients. Work experiences in providing service to Govt. / Public Sector Institutions under FM/AMC will be given preference. Experience in managing Thin Client Terminals / Server, Network Security etc. Experience in managing Wi-Fi enabled campus and point to point links for internet and LAN connectivity. Well-equipped Service Centre with test and repair capability for PCS, Servers, and peripherals with advanced tools and facilities in Kolkata. No record of having been black listed by any Govt./Public sector organization in the last two years. 2. Brief Scope of AMC of IT-Facility Management/ AMC Maintenance of the entire existing IT infrastructure as on at, CIFE, Kolkata Centre Campus. It is on-site maintenance, would cover both under warranty and out of warranty IT goods / hardware. It means technical trouble shooting and repair services for listed out of warranty goods and liaison with respective suppliers for under warranty goods and subsequent resolution of the problem. 2

3 IT infrastructure would mean both hardware and software. It also means maintenance of both LAN and end user level support. Hardware includes Desktops, Laptops, Printers, Scanners, Servers, Thin clients, Video conferencing facility & its occasional operation, LCD projectors, Switches, Routers, Wi- Fi router / radio, internet connectivity. Software includes trouble shooting of both desktop and server level Windows monitoring and first level support for firewall and anti-virus updates, and first level support for third party applications like MS Office, Adobe etc. AMC would include regular on-site monitoring and providing technical support services, repair of all listed hardware, systematic maintenance of service requests and occasional operation of its Video conferencing facility. 3. Detailed Scope & Requirements of IT- Facility Management/AMC SECTION - A: HELP DESK & TECHNICAL SUPPORT SERVICES A1: List of Deliverables First level hardware support for the equipments - Diagnosing the problem and getting the same resolved through vendors providing AMC First level application support at client end Supporting the desktop OS and OA software (Win XP / Win Vista/ Win 7 / Win 2003 & 2008 Server / Linux / MS Office/ for authorized software only. Configuring the print servers and resolving printing problems of the users Resolving network connectivity problems at the client end Installing standard OS & OA software on the clients Performing any Install, Move, Add or Changes at the client level as per requirement. A2: Service level Objectives: The problems will be classified into 3 Severity Levels: Severity Level - 1: Calls that can have severe impact on business affecting large number of users i.e. any network server e.g. server, proxy server, web server, internet connectivity, thin client server, and computers placed in class room / committee room etc.) Or LAN equipment (e.g. routers, switches, hubs, servers etc.). Calls to be attended immediately and resolved within one day either through: repair; bringing up a backup server; reconfiguration of faulty LAN equipment; interacting with vendor for the same in case equipment under warranty. Severity Level-2: The end user system is unusable affecting individual users. e. g. printing problems, problems using various tools, virus problems, client network connectivity problems, etc. Calls to be 3

4 attended within one day and resolved within two days, if software / configuration problem or depending on AMC vendor if hardware problems. Severity Level - 3: New Software / Hardware installations & upgrades change in configuration of the desktop etc. Calls shall be attended and resolved within a week. SECTION - B: ANTI-VIRUS UPDATES/ MAINTENANCE SERVICES Scope: It will involve updating the antivirus gateway server and antivirus corporate server, attending to virus problems at the desktop level, liasioning with the vendors. B1: List of Deliverables Pattern file / s/w updates to antivirus gateway & intranet server software Attending to and clearing virus attacks at desktop level Keep the existing stand-alone virus scanning s/w updated B2: Service Level Objectives FM Severity Level 1 Keeping all incoming/outgoing internet traffic virus free Keeping all the desktop PCs virus free SECTION - C: HARDWARE MAINTENANCE OF PCs, PRINTERS, SCANNERS ETC. Scope: It will involve hardware maintenance of PCs, printers, scanners etc. as per the list in the Table given at the end. Every 3 months, generate list of such equipment whose AMC / Warranty will expire after the next 3 months and before the next 6 months and get this equipment added to the above list in the intervening 3 month period. C1: List of Deliverables: First hand trouble shooting, technical support Non-comprehensive Maintenance (repair/ replacement) support for PCs desktops/ laptops), printers, scanners, LCD projectors, Video conferencing facility listed under AMC contract as per the technical terms and conditions indicated in this document C2: Service Level Objectives: As under help desk & technical support services SECTION - D: SERVER MANAGEMNET D1: OS ADMINISTRATION SERVICE AT CIFE 4

5 Scope: It will cover the Server listed in the Table and its maintenance. Server level OS are Win Server 2003 & 2008 AD, Windows 2000, servers offering LDAP/DHCP/DNS service, web service, remote access service (Thin Client Server, Domain Server), anti-virus gateway, file server etc. D1a: List of deliverables Monitoring CPU utilization, disk space usage etc. Resolving server problems like system hang', hard disk crash, network connection failure etc. Creating new file systems and correcting file system inconsistencies. Creating / modifying / deleting users and groups if required. Performing periodic system performance tuning. Performing periodic backup of all volumes, installing application software if required. Escalating unresolved problems to the principal / hardware vendor for ensuring resolution Monitoring the service provided by the server. D2: NETWORK MANAGEMENT SERVICE AT CIFE, Kolkata Centre Scope: It will cover the LAN and WAN including the Wi-Fi routers and intra-campus links at CIFE, Kolkata Centre D2a: List of deliverables Identifying LAN faults and getting them resolved Vendor management and monitoring connectivity Advice on requirements of LAN hardware upgrades Monitoring LAN traffic using appropriate monitoring software First level support for leased line and ISP vendor First level support for WAN connectivity (data and voice) and IP sec VPN connectivity. D2b: Service level objectives As under Help Desk service severity level: Severity Level 1. SECTION - E: HARDWARE MAINTENANCE OF LAN EQUIPMENTS AT CIFE Scope: This will involve hardware maintenance of LAN equipment (active devices like switches) etc. E1: List of Deliverables: Maintenance support for LAN equipment (active devices). The severity level for LAN equipment failure will be treated as severity level I problem. Calls to be attended immediately and resolved within 24 hours. SECTION - F: VENDOR MANAGEMENT SERVICE AT CIFE Scope: It will cover different IT vendors at CIFE, Kolkata Centre. F1: List of deliverables Maintaining database of the various vendors with details like contact person, tel. no., escalation matrix, response time and resolution time commitments etc. Logging calls with vendors. Coordinating with vendors to get problems resolved. Escalating problems, if required. Keeping track of the hardware and software maintenance contracts entered into by CIFE with the various vendors. 5

6 F2: Service level objectives Every 3 months, generate list of such equipment whose AMC/warranty will expire after the next 3 months and before the next 6 months and get this equipment added to the above list in the intervening 3 month period.. SECTION- F: OCASSIONAL LAN WIRING AT CIFE Scope: This will involve occasional LAN cabling at CIFE campuses, involving laying of CAT5/CAT 6 UTP cable, conduit pipes, etc. All LAN point terminals at both ends shall be suitably labeled. However, as the cable /conduits would not be covered under AMC, this work has to be done by the AMC vendor on a case by case basis on piece rate basis based on predetermined cost basis. Such requests may be cumulated and carried out once a month. 4. Technical Terms & Conditions for IT - Facilities Management & AMC a) The AMC is of Non-Comprehensive type i.e., only labour charges would be included. If any spare parts are required that will be charged separately as per competitive market price. b) The firm has to provide all essential Tools and Kits to the AMC firm required for repairing and maintenance works. c) Faulty parts arising out of replacement would be CIFE s property. The spare parts which are taken for repairs to the factory/work shop of the contractor shall be replaced back in original (serial number will be noted down) after repairs in perfect working condition. Necessary permission will be given for movement of spares in and out of CIFE. d) The support should be given through well trained customer support person in all respects i.e. well mannered, technically sound and having knowledge in the field. e) Preventive maintenance should be strictly carried out once in a quarter on each machine (PC/printer). A report signed by each user will have to be submitted for each quarter for all the machines under AMC. Following shall be the Scope of Preventive Maintenance: Periodically check and service the computer systems as per the schedule laid down by CIFE. Scan the hard disk drive for bad sectors and corrupted files. Cleaning of Optical disk drive and any other devices which require cleaning. Cleaning of printer carriages, heads, oiling, etc. for preventive printer maintenance. Routine maintenance of laser printers. f) Following shall be the Scope of Breakdown calls: In case of breakdown of computer systems, the calls shall be attended on priority basis by the resident engineer. In case of any parts are beyond repairable, and then the parts should be replaced with equivalent configuration or standard on CIFE s prior intimation/ permission. g) A computerized registering of the complaints through intranet server and for follow-up will be maintained. 6

7 h) The customer service reports (CSR) which are duly signed and commented by the complainant shall be filed and updated on the intranet server without any delay after attending all the given complaints. i) On expiry/termination of the contract, the contractor shall handover all equipment under the contract over to CIFE in good working condition, before the release of that quarter s payment. j) The service contract shall be terminated if the terms and conditions of the AMC are not fulfilled. Further, if the contractor fails to fulfill all the terms and conditions of the AMC, the contractor will not be allowed to bid again for AMC in future, at any circumstances. k) Any failed hardware/pc/printer should be repaired within 7 days of failure. The original hardware/ PC / printer should be repaired / replaced with equivalent hardware on payment basis of spare parts only (of its competitive market price) within 30 days of replacement. 5. Other General Terms and Conditions a) The company will deliver the service with sincerity and by maintaining confidentiality b) The company will ensure continuous service availability and will deploy backup personnel as and when required. c) Bill can be submitted on Monthly basis and payment will be made after obtaining satisfactory performance certificate from competent authority within 30 days. d) The company/firm has to deposit 10 per cent amount of the yearly AMC contact value as Security Deposit, which will be refunded back on completion of the AMC contact. e) Competent authority at CIFE, Kolkata Centre reserves the power to terminate the contract with one month notice and without any obligation. f) In case of LAN and PCs, all equipments declared obsolete shall be removed from the contract. g) The contract will be renewed (one time only) for a further period of one year if performance is good. h) Handover period to next contractor at the end of the contract period, in event of contract being awarded to a contractor different from the incumbent contractor is one week. i) The working hours will be 9.30 AM to 5.30 PM from Monday to Saturday except for holidays under the 'Shops & Establishment Act'. The Institute may request contractor to ensure personnel availability on holidays occasionally, in the event of an impending conference, training, meeting etc. j) All maintenance at server level which requires shutdown / stoppage of some server/service should be carried out on holidays at no extra charge. At all times abide by rules for holidays, working hours as specified above, as per CIFE format At all times abide by general rules of conduct and discipline as required by CIFE and changes made to it from time to time. At all times strictly follow the confidentiality conditions laid out by CIFE and changes made to it from time to time. l) Review & Feedback: Monthly review meetings will be held to discuss status of all the Services listed above. Any pending issues/ problems and suggestions for improvement / additional facilities/ 7

8 services will be discussed in the weekly meetings. The minutes of this meeting will be documented and kept in records. Table: Details of IT facilities under AMC coverage at CIFE Kolkata Centre Sl. No. Details of IT items Nos. Vendor s Warranty Coverage A. Desktop / Laptop computers 1. Dell Optiplex 390 Series desktop (Genuine Window-7 Professional OS, MS Office 2010, 18.5" TFT, 4 GB RAM, 500 GB HDD, Anti-virus updated) 15 Nil 2. HP 7380 desktop (Core 2 duo 2.33 GHz, 2 GB RAM, 160 GB HDD, 17" TFT, Anti-virus updated) 3. HP 7400 desktop (Core 2 Duo processor, 2 GB RAM, 160 GGB HDD, 17 TFT, Anti-virus updated) 4. Assembled P-IV desktop (80 GB HDD, 2.4 GHz, 256 RAM, Anti-virus updated) 01 Nil 01 Nil 01 Nil 5. Dell laptop, Model: PP04X (Laptop) Anti-virus updated 01 Nil 6. HP SFF desktop(core i7,.2gb Ram,.500GB HDD,18.5 LED Monitor) 7. Lenovo desktop (core 2 duo.2gb Ram,500GB HDD,18.5 TFT Monitor) 8. Amar PC P-IV (2.66Ghz,160GB HDD,1GB Ram, 15 CRT Monitor) 07 Nil 02 Nil 01 Nil B. Printers (All-in-One/ Laser jet/ Desk jet/ Office jet/ Scan jet) 10. HP-1516 DN laserjet printer 01 NIl 11. HP Office jet J6488 (1 no), HP-1136 MFP (3 Nos), HP 1022n (2 nos), HP P1108 Laser jet (2 nos), HP Desk jet K 109g (4 Nos), HP PSC 1315 (1 no), HP F 380 (1 no), HP Deskjet 2050 (1 no), HP C4688 Photo Smart (1 no), HP Laserjet Printer 1000 (1 no), HP 1515n Colour Laser (1 no), HP-1010 Lasejet printer (1 no),, HP Scanjet G 3010 (1 no),samsung color laser(1 no),hp deskjet 1000(1 no) 20 Nil C. UPS / 0.6/ 1.1/ 2.0 KV off line/online UPS 27 Nil D. LCD Projectors 13.. LCD Projector (Make: Sharp Model No. PG D 3010X) 2 Nil 14.. Epson EMP51 (1 no), GD-30X (1 no) 1 Nil 8

9 E. Server/LAN System 15. LAN System: BSNL Broad band 2.0 mbps line, ADSL modem maintained by BSNL 3 Nil 16. HP ProLiant Server 1 To be installed soon port Giga switch (2 nos) D-Link 8 port (2 nos), 3Com 24 Port (2 nos) 18. HP-Thin Client Terminals (Model: 5000) with 17 TFT monitor, Key board, optical mouse 19. High range Outdoor Wireless Access Unit(i-Ball)with accessories and cabling 20. Backbone of Internet connectivity inside the campus (Optical fibre cabling and accessories) with High range Outdoor Wireless Access Unit (4 Nos) 6 Nil 15 Nil 02 1 To be installed soon F. Video Conferencing Facility (Installed in Committee Room) 21. Full HD Samsung 40 LCD TV, Polycom Camera, 1.0 KV Online UPS (Emerson), ISDN modems, Speakers 1 Nil 9