Description Bidder s Queries GSPC s Reply

Transcription

1 Tender No.: GSPC/KG-OSN-2001/3/FMS for IT & Allied Services/ /275 Pre-Bid Clarification No. 2 dated. 3 rd August 2015 Sr No Clause No. Clause 2 Clause 3 Clause 4 Clause 6 Description Bidder s Queries GSPC s Reply Asset management: Tracking, maintain and manage all IT assets (Software & Hardware) including creation & validation in time. Helpdesk Services Network Management Data Centre Management Regulation and Compliance What is the current tool is being used for Asset management. Is the tool capable of centralized pooling of asset inventory and provide software compliance? Do you have any tool implemented for Helpdesk management? How many users contacting helpdesk? How many calls per day landing on the helpdesk? Do you have dedicated contact no. for helpdesk? How calls are being routed among helpdesk staff? What is current NMS tool is being used for Monitoring tasks? If yes, who is managing the same? Is cable laying, Splicing and other passive Lan support would be in scope of bidder or only vendor coordination needs to be done for the same? IS there any BMS installed under DC operations? How currently monitoring happens for DC? Do You require service provider to monitor non-it utilities like rollent repellant, AC, fire detection system etc? Kindly elaborate the parameters of compliance and expectation from service provider on this. GSPC is planning to implement Asset Management tool capable of centralized pooling of inventory and software compliance. Same will be used by the bidder. Till such time that the tool is implemented, Asset Management shall be done as per guidelines provided by GSPC. There is a tool for Helpdesk Management. There is a dedicated contact no. of helpdesk. Daily up to 50 calls are received on the helpdesk. Nagios tool is being used for NMS and being managed internally thru support contract. Cable laying or passive LAN support will not be in scope of the bidder. However, splicing etc to be performed by bidder. BMS is not installed. however utilities like temperature, UPS / power supply shall be monitored through Nagios. Non IT utilities like rodent repellant, AC, fire detection is not part of scope Software licensed usage monitoring, ensuring usage of licensed software, compliance to GSPC's prevailing information security (e.g. internet surfing, usage of portable devices etc) and other IT related policies Page 1 of 6

2 Page 10 Page 10 Page 10 Point C,1 Point C,1 Point C,2 Point C,3 Data center with File server, enterprise backup server, Antivirus server, network security appliance, Application & database server, Firewall, NMS server, Tape Library for data backup. CCTV network Access Control System, Historian Servers, SDH Network, PAGA Network, Radio Communication Job Description of IT Support Engineer: Offshore engineer should have worked on offshore setup minimum for 2 years. Job Description of IT Support Engineer: Attend calls related to Voice, PAGA system, CCTV, Microwave/ RF links, Radio communication etc. Junior Network Engineer: Knowledge of Windows/Linux / Free Open Source Software is desirable; Experience of Data Center Operations (server availability, backup etc) Senior Network Engineer: Knowledge of Windows/Linux / Free Open Source Software is desirable. Experience of Data Center Operations (server availability, backup etc). Periodic renewal of AMC for all network devices. What are the model of these servers, what is the operatig system on those? Whether these are virtual or physical servers? require no of VM hosts and guest count with operating system instances. Require total number of servers to be supported? Who is managing CCTV network currently, What would be service providers scope in CCTV management? What are no of systems under these parameters? What kind of support is required on this from Service Provider? Is it mendatory to have engineer with 2 years of working experince in offshore? Please relax this clause as it will be a challenge getting such resource with desired experience. What kind of calls needs to be attended? Does it require troubleshooring of these devices or will be managed by AMC/Warranty vendor? Do engineer require to have skills of server/backup/network/cctv all toghather? It is very difficult to get the same. Please split the skills requirement by network, Server, storage & backup as per requirement Do engineer require to have skills of server/backup/network/cctv all toghather? It is very difficult to get the same. Please split the skills requirement by network, Server, storage & backup as per requirement Presently: 2 IBM servers with IBM-make SAN storage, Tape Library and SAN Switch; KVM based virtualization with 3 VM (1 Windows based Read Only Domain Controller, 1 Windows 2008 based File Server and 1 linux based squid proxy and 1 windows based Exchange server to be implemented soon); CCTV network will be covered under AMC; Bidder to provide L1 support and co-ordinate with AMC provider Support required shall be to monitor servers and equipment; report outage and co-ordinate with respective vendors for resolution and up-time GSPC's tender requirement is two years experience in offshore. Bidder to quote accordingly. Bidder to provide L1 support and escalate call to AMC/Warranty vendor This is as per GSPC's tender requirement. Bidder to provide profile that best matches maximum of requirement. This is as per GSPC's tender requirement. Bidder to provide profile that best matches maximum of requirement. Page 2 of 6

3 Helpdesk Support: On-line review and resolution of pending calls on real-time basis as per the defined SLA. All support calls along with their resolution to be logged for future reference. Maintain all Laptop/Desktop/Mobile devices secure against hacking and other information security threats as per the prevailing Information Security policy of the company. Conduct data recovery related activities in case of failure of storage device. Scheduling, managing and monitoring backup of storage & servers. Desktop/Laptop/Smart Phone/Printer-Scanner support Address all vulnerabilities in the Enterprise network by conducting regular audit of the LAN/WAN/Information Security and take corrective actions What are the current mechanism for call logging? There is no separate helpdesk is been asked, does it mean that support engineer would do both the jobs of onsite enginner as well as helpdesk? Do bidder needs to factor for Separate Helpdesk tool? There is no info on mobile devices? What are the policies to be implemented here? Is it already implemented and sustained or need to implement the same on all the devices. Require count of such devices? Data recovery doesn't comes under standard support. This can be done on best effort basis. Please exclude it from the SLA calculation. We don't see asset details of storage, backup device, Antivirus and other software associated with it. Does it also comes under our scope? Please share the SoW on these assets All the scope written under this clause are mixed for all domains including network. One single resource can't have all the skills mentioned under this scope. Request to split the same and share required resources separately Do we require to conduct VA under scope? How many VA's required per year and on how many devices VA's has to be conducted? Refer Sr. No. 2 - GSPC has a Helpdesk Tool. Current mechanism is through dedicated helpdesk call number. Bidder to deploy engineer to man helpdesk as well as attend calls on-site. The deployment shall be decided by GSPC Engineer In-Charge Number of devices are already mentioned in tender document. Prevailing and new policies to be implemented as per GSPC requirement. GSPC's tender requirement is within 48 hours response time. End-user devices include desktop & laptop only. Refer Sr. No. 6 for hardware details - GSPC may purchase additional hardware in future. Corporate anti-virus and back-up software is in place. Scope of work includes monitoring the backup as per prescribed schedule, taking corrective action in case of failure of backup and escalating to GSPC Engineer In-Charge This is as per GSPC's tender requirement. Bidder to provide profile that best matches maximum of requirement VA to be conducted on all network devices as specified by GSPC Engineer In-Charge. Two VA to be conducted per year. Page 3 of 6

4 Page 13 Page 13 Page Page Page 13 Configure, Monitoring, Tracking and fine tuning of Enterprise Management Solution across the Group and initiate the pro-active action to avert any down time and information disaster. Troubleshooting problems of communication/ security systems like PAGA system, EPABX system, CCTV system, Microwave / RF Communication link, HF/VHF communication system etc. Daily health monitoring of data centre. Management of all servers and their operating systems with critical activities like Patch management, regular Back-up/Restoration, Antivirus, contents filtering etc ensuring availability and coordination with OEM/Troubleshooting by self or relevant IT vendors. Any failure in the servers will be given highest priority. General Requirement: Support implementation of open source solutions for IT Infrastructure Management and Monitoring Support procurement related activities for Hardware, Software, Consumables and Services through SAP as assigned by Engineer In- Charge (GSPC) / Team Lead time to time Which is the tool being used for EMS? Do Bidder need to provide EMS tool or need to contivue using the tool provided by GSPC? Which level of support required from service provider for these equipments? Do we need to do L1 and then vendor co-ordination of complete troubleshooting lies with us? How the monitoring is expected? Is it over n above device monitoring? How it is been done currently? Is patch management also in scope? What is the patch management solution currently being used? There is no resource asked for Open Source evaluation/support? Please add the same into resource requirement Do our engineer has to do procurement activity? Please elaborate scope of service provider on this. Nagios is used for EMS. Bidder shall use the same. Bidder to provide L1 support and escalate call to AMC/Warranty vendor It is being done through Nagios tool Patch management is in scope. Standard tool (e.g. WSUS) to be used. Appropriate tool for open source may also be used. Resources having exposure to Open Source shall be preferred. No separate, dedicated open-source resource is envisaged as per GSPC tender requirement Bidder to only support/assist in procurement activities as instructed by GSPC Engineer In- Charge. Page 4 of 6

5 25 Page Page Page Page Page Page 15 Service level Agrement: Priority will be assigned as per criteria decided by Engineer In-Charge (GSPC) Uptime of Network (LAN/WAN), Servers, Storage: 99.97% End-User System Availability: 99.97% Data Recovery of failed End-User devices: Within 48 hours. Bidder shall deploy a dedicated Project Manager for managing the IT FMS. The Project Manager shall be single point contact for GSPC and shall have minimum 5 years experience of managing similar projects in Oil & Gas industry. Lodging/Boarding/local conveyance as well travel cost to GSPC premises/schedule duty location shall be Bidder's responsibility. If engineer is commuting by two wheeler then wearing of helmet is must while riding two wheeler. Due to safety reasons, company discourages commuting by two wheeler when distance of duty location is more than 10KM; so Bidder needs to ensure that necessary safe arrangement for transportation is provided to engineers. Call classification has to be done before implementing the same into ITSM tool. Please amend the clause to have the same before starting contract with mutual discussion between us and GSPC For uptime of 99.97%, all the systems should be in HA mode. Hope the same is there in place. Please clarify Availibility for End 99.97% is very difficult. Please ament to have the same as 95% measured quaterly. Data recovery doesn't comes under standard support. This can be done on best effort basis. Please exclude it from the SLA calculation. Do Project manager will placed onsite? JD for the same is not mentioned under RFP. Please clarify the same. It is assumed that engineers will be deployed at onsite location. And all the support locations are under the same premises. Do they require to travel to other location? If yes please provide distace of the locations where engineer has to travel SLA shall be as per details mentioned in tender document. It has not been mentioned in GSPC tender document that all systems are in HA mode. GSPC's tender requirement is 99.97% measured quarterly GSPC's tender requirement is within 48 hours response time. End-user devices include desktop & laptop only. Bidder to decide whether Project Manager to be placed on-site in view of the SLA and scope of work mentioned in tender document All support locations are not in same premises. Engineers will be deployed at various locations as per GSPC requirement by GSPC Engineer In- Charge. Travel between support locations covered in scope of work shall be arranged by GSPC. However, commuting between place of residence and GSPC location shall be Bidder's responsibility. Page 5 of 6

6 31 Overall Asset List Please provide complete asset location wise list containing OS/Application/etc. for all the equipment which would be under scope. Which would be treated as baseline for the support. Count of assets at each location is already mentioned in tender document. Detailed list can be provided at the start of contract. All other terms & condition of the RFQ remains unchanged. Keep visiting GSPC website ( regularly, for all future clarification/amendment /Addendum /updates. Page 6 of 6