DEPARTMENT OF INFORMATION TECHNOLOGY Ref: RFP-5130/1338/DIT-BLR/MC-97/MK Date : 19/11/2008 To ALL ELIGIBLE VENDORS Dear Sir, Sub: Network Facility Management services and Line/Link Management Services for our CBS WAN, LAN at Data Centre, Near Site, DRS, various Aggregation Points, Branches of our Bank and Annual Maintenance Contract for Networking equipments We request you to submit your comprehensive proposal for 1. Network Facility Management services including Line/Link Management Services for our Data Centre Mumbai, Near Site Mumbai, Disaster Recovery Site, Bangalore, various Aggregation Points and Branches as per the details provided in Annexure-I in the document for a period of three years. 2. Annual Maintenance Contract for the equipments mentioned in Annexure II for a period of three years Brief Introduction about the Existing Set up: Syndicate Bank has its Data Centre & Near DR Site at Mumbai and Disaster Recovery Site at Bangalore. The branches get connected to the Data Centre through the twenty two Aggregation Points (APs) located at the following places on Leased line with ISDN as backup: 1. Ahmedabad 2. Bangalore 3. Chennai 4. Delhi 5. Hyderabad Page 1 of 48 Corporate Office II Floor, Commercial Complex National Games Village, Koramangala BANGALORE 560 047 Tel: 91-80- 2570 5789 Fax: 91-80- 2570 5790 Email: [email protected]
Transcript
DEPARTMENT OF INFORMATION TECHNOLOGY
Ref: RFP-5130/1338/DIT-BLR/MC-97/MK Date : 19/11/2008
To ALL ELIGIBLE VENDORS
Dear Sir,
Sub: Network Facility Management services and Line/Link Management Services for our CBS WAN, LAN at Data Centre, Near Site, DRS, various Aggregation Points, Branches of our Bank and Annual Maintenance Contract for Networking equipments
We request you to submit your comprehensive proposal for 1. Network Facility Management services including Line/Link Management Services for our
Data Centre Mumbai, Near Site Mumbai, Disaster Recovery Site, Bangalore, various Aggregation Points and Branches as per the details provided in Annexure-I in the document for a period of three years.
2. Annual Maintenance Contract for the equipments mentioned in Annexure II for a period of three years
Brief Introduction about the Existing Set up:
Syndicate Bank has its Data Centre & Near DR Site at Mumbai and Disaster Recovery Site at Bangalore. The branches get connected to the Data Centre through the twenty two Aggregation Points (APs) located at the following places on Leased line with ISDN as backup:
1. Ahmedabad 2. Bangalore 3. Chennai 4. Delhi 5. Hyderabad 6. Kolkata 7. Mangalore 8. Mumbai 9. Noida 10.Ernakulam11.Chandigarh 12.Hubli 13.Lucknow 14.Bijaour 15.Vijaywada16.Coimbatore 17.Faridabad 18.Kannur 19.Nagpur 20.Udupi21. Patna 22. Agra We have also initiated the process to setup the following Aggregation
Points:
1. Meerut 2. Mysore 3. Thiruvananthapuram
The branches are connected to an Aggregation Point depending upon the geographical proximity of branches to the Aggregation Point. Branches in N-E states and Andaman Nicobar Islands area connected to Kolkata Aggregation Point. Branches of Lakshadweep islands are connected to Ernakulam
Page 1 of 32
Corporate Office
II Floor, Commercial Complex National Games Village, KoramangalaBANGALORE 560 047
Aggregation Point. The Bank also proposes to add few more Aggregation Points during the current year.
The Bank has around 1950 locations/branches connected to the Bank’s WAN across the country. There are proposals to connect all remaining 300 locations/branches to the Bank’s WAN in this year. All branch locations are having 64 Kbps/128 Kbps/2 Mbps LL circuits availed from M/s BSNL/MTNL. The Branches having MLLN circuits are provided with MLLN Modems by M/s BSNL/MTNL. At other locations, Bank has provided 64 Kbps conventional LL modems of either Atrie or RAD make. Bank is also planning to connect around 300 of the branches to its WAN with Wireless/VSAT technology, which will be either the Primary or Backup connectivity. Branches generally have 1720/1761/1841 model routers and Cisco 2950/2960 Switches. Aggregation points are provided with Cisco 3662/3845/7206/7507 Routers and Cisco 2950/2960 switches. Data Centre and DRS have presently Cisco 1761/1841/7507 Routers and Cisco 6505/4500/2950 series switches.
At present all the routers in the network are of Cisco make ranging from 1700 series to 7500 series and running with EIGRP as routing protocol. M/s Datacraft and M/s Wipro presently hold the AMC of the network equipment across the network
PRE-REQUISITE:
Vendors participating in this RFP must qualify the following individual criteria and documentary proof must be submitted for of the criteria Sl. No. 3,4,5,7,8,9 and 10. Proposals of vendors who do not fulfil the criteria or who fail to submit the above proof are liable to be rejected :
1. As the project is to be implemented on a priority basis, the Vendor should be able to start full-fledged Network Facility Management by 3rd week of December-2008.
2. The Vendor should be in networking (WAN and LAN) business for a minimum period of 5 years.
3. The vendor should have the experience in delivering the network facility management services for a minimum period of three years which are aligned to ISO 27001, ISO 20000 certified processes.
4. The vendor should have their own NOC in India and vendor should preferably have a DR site for their NOC. The Network operation centre shall be ITIL compliant.
5. The Vendor should have provided network facility management services in at least 2 of either PSU Banks/ Financial/Government organizations in India with not less than 1000 locations.
6. The vendor shall have a demonstrated capability of its liaison with all the telecom services providers in general and with BSNL in particular.
7. The vendor should be managing at least 1000 Routers; atleast 1000 leased lines in India and should have experience in integrating VSAT/Wireless, MPLS technologies.
8. The vendor should have a good financial standing. The average turnover of the company should be minimum of Rs. 3 Crores per year in Network Facility Management business for the last three years.
9. The firm should be making profits for the last 3 years.
10. The vendor should have its service centres/offices across the country and must have service centres/offices at all the existing Aggregation Points and should be able to cover all branch locations of the Bank spread throughout India including Islands, N-E states etc. Bank reserves the right to disqualify the vendor based on Service Support locations.
11. The bidder would have to provide the Bank the Points of Contact , Escalation Matrix for taking up issues covered under the Facility Management. Bank desires that there should be a contact person at each of the aggregation points as well as contact person for branches in N-E states and Island branches for lodging complaints apart from call centre facility, available with the bidder.
12. For AMC contract of networking equipments, the vendor should have back to back arrangement with Cisco for their support.
Disclaimer:
This RFP is not an offer by Syndicate Bank, but an invitation to receive response from vendors. No contractual obligation whatsoever shall arise from the RFP process unless and until a formal contract is signed and executed by duly authorised officials of Syndicate Bank with the vendors.
Scope of Work related to implementation & Maintenance / Scope of Facility Management / Service level Agreement:
A. Scope of work for Network Facility Management services and Line/Link Management Services:Indicative Scope of work as desired by the Bank is enclosed in Annexure III. The bidder should be able to handle all such works as indicated in the Annexure III. The bidder should submit detailed information on Scope of work and its implementation, maintenance support, facility management, Line/Link Management etc. along with the Technical Bid. The bidder will be required to carry out the facility management for all existing branches/locations of the Bank and also for all branches as and when added to the WAN infrastructure at no additional cost/conditions. All the network equipments either existing or which may be added to the existing set-up , are included in the scope of work for Facility Management by the vendor. The activity of managing the uptime for Line/Link of branches would be only for those branches where the activity is specifically assigned to the vendor. Initial contract would be for a period of 3 years which may be extended by another 2 years based on mutually agreed rates after discussions on the same terms and conditions.
Although the Bank has outlined the scope of work, the bank may at its discretion choose to outsource only parts of activities from the scope of work and not all activities mentioned in the scope of work.
The Bank at its discretion also may restrict the contract for “Liaison with Network service providers for Line/Link Management” to only a specified number of branches based on Banks need depending upon geographical location, frequency of faults reported, ability of the vendor to handle such activities in specific locations etc. and not to all branches of the Bank at the time of awarding the contract or afterwards to the vendor. For calculating the L1 bid, the price quoted for this activity would also be considered.
To start with Bank will be entrusting immediately (i.e. from the date of starting FM Services) the Network Link maintenance Services in Agra, Lucknow, Mangalore, Noida, Vijayawada, Bijapur,
Kolkata, Patna, Meerut and Udupi Aggregation points covering 750-800 branches (approximately). Performance will be evaluated for 6 months and after that only it will be extended to other Aggregation points in 2 phases covering 600 branches (approximately) in each phase.
Bank intends to initially carry out the activities as defined in scope of work other than works relating to consultancy on-site which may also be finally shifted/diverted to vendor’s NOC facility.
B. Scope of work for Annual Maintenance Contract for Networking Equipments like Routers, Switches and Modems :
The vendor is expected to quote and accept AMC agreement of all the equipments listed in Annexure –II. If any item from the list i.e. Annexure-II is declared as End Of Service /End Of Life etc. by the OEM, the FM vendor is still expected to accept the AMC agreement atleast till 31.03.2010.
If warranty/AMC (which are currently under warranty/AMC with Wipro or DataCraft) of other networking items like Routers/switches not included in this list expires, Bank would on its discretion may prefer to enter into AMC with the FM vendor winning this RFP. The AMC cost for these equipments would be as per original Purchase Order issued to either M/s Wipro and M/s DataCraft. The details of all such equipments would be shared with the vendor winning this RFP. Vendor has to explicitly inform in their technical bid whether they agree to cover these equipments at the rates and terms/conditions as per original purchase order.
Deployment of Personnel for Facility, Line/Link Management Services:
The vendor should deploy sufficient number of their personnel to our DC/DIT to cover the activities as defined in Annexure-III and to meet subsequent SLA. Minimum number of personnel required by Bank is detailed in Page 9, clause 5 under “OTHER IMPORTANT TERMS AND CONDITIONS”.
Authorization to Bid:The proposal/bid being submitted would be binding on the Vendor. As such it is necessary that an authorized personnel of the firm or organization signs the BID. The designated personnel should be authorized by a senior official of the organization having authority. The proposal must be accompanied with an undertaking letter duly signed by the designated personnel providing a bid commitment. The letter should also indicate the complete name and designation of the designated personnel. Necessary resolutions/authority available shall be enclosed. Bank does not want the authorised Agents, subsidiaries of Bidders to Bid for this RFP in view of the criticality of the applications running through the network.
Following instructions may please be taken note of in connection with the Bid.
1) Offer shall be submitted for Facility and Line/Link Management and other related activities for the full schedule of requirements as outlined in the Price Schedule and its implementation including optional items. Offer for part schedule will not be considered. Price bids are to be submitted separately as detailed in Annexures. However, one Non-price Bid (also containing the copy of the price bid with out the prices) only be submitted along with the Technical Bid.
i) The bidder shall furnish, as part of its bid, a bid security (original copy) for an amount of Rs 8.00 Lakhs (Rupees Eight Lakhs Only) in the form of a Bank Guarantee issued by a reputed bank in the format enclosed and valid up to 31.03.2009. The Bid Security should be enclosed in original with the "Non Price Bid".
ii) The successful Bidder's bid security will be discharged upon the Bidders accept the Purchase order with terms and conditions, signing the contract, if the bank desires & furnishing the performance security. Unsuccessful Bidder's bid security will be discharged or returned as promptly as possible but not later than 30 days after the expiration of the period of bid validity prescribed by the purchaser.
3) The bid security may be forfeited:(i) If a bidder withdraws its bid during the period of bid validity; or(ii) In case of a successful Bidder, if the Bidder fails:
a) To sign the Contract within the stipulated time: orb) To furnish Performance Security within the stipulated time and valid till the end of
warranty period.
4) The best and firm price should only be quoted (as per the proforma enclosed). The prices should be inclusive of Central excise, customs and other duties/levies. VAT/Sales Tax, Octroi/Entry Tax, Service Tax etc, if payable extra, is payable at actual upon production of documentary evidence of payment.
5) The prices quoted should be valid until the end of this project i.e. for 3 years. All the
prices are to be quoted in Indian Rupees Only.
6) A non-refundable amount of Rs. 15000/- (Rupees Fifteen thousand only) in the form of demand draft/Pay order favouring Syndicate Bank payable at Bangalore being the cost of the bid document shall be sustained separately at the time of submission of bids in case the bid is downloaded from the official website. The bid document can also be purchased from The Assistant General Manager, Networking Department, Corporate Office, 2nd Floor, Department of Information Technology, Shopping Complex, NGV Complex, Bangalore – 560047 by sending a pay Order/Demand Draft. A Softcopy of this Document may also be collected from the Bank, if needed. A Softcopy of the proposal (both Technical and Commercial) must be submitted along with the respective sealed bid/s.
7) Bid should be submitted in 2 (two) separate sealed envelopes viz: Non Price (Technical) Bid and Price Bid, clearly mentioning on top of envelope whether ‘Price Bid' or 'Non Price Bid and also super scribing the envelope with the reference number of this letter. The non-price Bid should necessarily contain details about meeting all the pre-requisites, all Technical details and terms of Payment, Management Services and any other conditions, which may appear in the Price Bid. All pages of the proposal should be numbered in the format "Page No. X / Total Pages Y" and counter signed by the authorised official.
8) The last date for submitting the proposals along with Bid security is 01.12.2008 – by 16.00 hours, at this office. Any proposal received after the due date and time will not be considered. All Qualification Criteria, Technical and Price Bids complete in all aspects should be submitted to Sri R K Khurana, Asst. General Manager (IT) or Sri Deepak Kumar Kundu, CM(IT) , DIT, Corporate Office, Bangalore within the above stipulated date.
9) The Bid should consist of the following documents:
a. Non-Price Bid consisting of all meeting the pre-requisites, commercial terms, which may appear, in Price Bid and original Bid security (copy of the price bid with out the prices should be enclosed).
b. Price Bid containing the Prices as per Price Schedule.
c. Details of Service Centres as per format prescribed at page no 19 of this RFP.
d. Furnish AMC charges per annum for networking equipments i.e Routers/Switches/Modems etc. as per Annexure – II. Vendor has to explicitly inform in their technical bid whether they agree to cover other equipments as specified in Scope of work for AMC of equipments at the rates not exceeding and terms/conditions as per original purchase order. All the above information will be used in computing the competitive cost of the Quotation.
e. The details of Facility Management services, Line/Link Management services offered .
f. List down all the Assumptions made while responding to this RFP that may include:
Any technical assumptions. Assumption for any Listed Requirement which is not clear to the vendor. Assumptions on the Project execution approach. In addition to the Assumptions, the vendor must also specify the dependencies.
All the INCLUSIONS & EXCLUSIONS from the Proposal should be specified in this section.
g. There should be a contact person at each of the Aggregation Point, contact person for N-E Branches and Island Branches as well as clear Escalation Matrix for lodging complaints apart from call centre facility, available with the bidder.
10) Payment terms are as under:a) Facility Management Services:Annual payments would be made on quarterly/half yearly basis to the vendor as mutually decided upon by Bank and vendor on submission of reports like details of call logged during the period, bandwidth usage, up time, down time of links etc. by them and upon submission of the following:
a) 2 copies of the Vendor's invoice showing Contract No, Services description, Rate charged, total amount, Serial Nos. of the system/s etc.
b)Line/Link Management Services: Annual Payment would be made on quarterly/half yearly basis to the vendor as mutually decided upon by Bank and vendor on submission of reports like bandwidth usage, up time, down time of links etc. by them and upon submission of the following:
a) 2 copies of the Vendor's invoice showing Contract No, Services description, Rate charged, total amount, Serial Nos. of the system/s etc. b) A letter from the Aggregation Point on satisfactory maintenance of Line/Link Management Services in the last quarter.
c)Payment for other activities availed if any will be made on mutually agreed terms and conditions.
11)Payment for Annual Maintenance Charges for Networking equipment and Submission of Bank Guarantee: The Annual Maintenance charges for Networking equipment shall be paid in advance in within thirty days of receipt of claim at the start of each year, after completion of warranty/maintenance obligations of the previous year, at the rates quoted. However, all the systems shall be properly maintained irrespective of Non-claiming/Non-renewal of AMC by the vendor in time.
12) "Other important terms and conditions" enclosed along with this RFP, with various formats shall also form part of this RFP.
13) A separate Service Level Agreement will be entered into between Bank and the selected Vendor/s on all aspects of implementation, Maintenance, Payment etc.
14) Clarifications needed, if any, may be sought from the bank immediately.
15) Please note that an Indian Agent on behalf of the Foreign Principal or the Foreign Principal directly can bid in a tender but not both. In case of bidding by both, Bid submitted by Principal will be considered for evaluation.
16)All disputes and differences of any kind whatever arising out of or in connection with the purchase order shall be referred to arbitration. The arbitrator may be appointed by both the parties or in case of disagreement each party may appoint an arbitrator and such arbitrators shall appoint an Umpire before entering on the reference. The decision of the Umpire shall be final. This arbitration is governed by the provisions of Indian Arbitration and Conciliation Act 1996 at Bangalore, India only.
17) Bank reserves the right to reject this invitation to offer in part or full, or cancel the entire process at any stage without assigning any reason.
18)Notwithstanding anything contained herein above, in case of any dispute, claim and legal action arising out of this RFP, the parties shall be subject to the jurisdiction of courts at Bangalore, India only.
19)The interested Vendors may have discussions with the Bank, if they need any clarification on any of the aspects of the Bid Document on 27/11/2008:4 PM at CO:DIT, Koramangala. The details on which clarifications are required shall be intimated to the Bank at least two days in advance. The Bank reserves the right to make amendments to the RFP consequent to such discussions or on its own before the last date prescribed for submission of the responses. Such clarifications, amendments to our RFP, if any, will also be hosted on our website. Vendors are requested to take note of the same.
1.1 Within Ten (10) days of receipt of the format of Contract Form, which will be sent along with the notification of award, the successful Bidder shall sign and date the contract and return it to the Purchaser.
1.2 Within Ten (10) days of the receipt of format of notification of award from the Purchaser, the successful Bidder shall furnish the Performance Security for 8% (Eight percent) of the Contract Value including AMC cost valid till the end of Project period (plus an additional grace period of 3 months) in the format prescribed.
1.3 Failure of the successful Bidder to comply with the requirement of executing Contract and submitting Performance Guarantee shall constitute sufficient grounds for the annulment of the award and forfeiture of the bid security, in which event the Purchaser may make the award to the next lowest evaluated bidder or call for new bids.
2. TERMINATION FOR DEFAULT:
The Bank, without prejudice to any other remedy for breach of contract, by written notice of default sent to the Vendor, may terminate this Contract in whole or in part if the Vendor fails to perform any other obligation(s) under the Contract
3. VENDOR'S OBLIGATIONS:
3.1 The Vendor is responsible for managing the activities of its personnel and will hold itself responsible for any misdemeanours.
3.2 The Vendor's representative & local office at Bangalore will be the contact point for the Bank and all the authentic status/information regarding the facility, Line/Link management/independent projects which are a part of facility management should be made available to Bank if desired by Bank
3.3 The Vendor will treat as confidential all data and information about the Purchaser, obtained in the execution of his responsibilities, in strict confidence and will not reveal such information to any other party without the prior written approval of the Bank.
4. AMC/WARRANTY OF EXISTING NETWORK EQUIPMENT:
The vendor is expected to quote and accept AMC agreement of all the equipments listed in Annexure –II. If any item from the list i.e. Annexure-II is declared as EOS/EOL etc. by the OEM, the FM vendor is still expected to accept the AMC agreement at least till 31.03.2010. The vendor is required to provide item wise quote for these equipments for a period of one year. Serial numbers of the equipments are provided ion the Annexure where ever available readily.
If warranty/AMC (which are currently under warranty/AMC with Wipro or DataCraft) of other networking items like Routers/switches not included in this list expires, Bank would on its discretion prefer to enter into AMC with
the FM vendor winning this RFP. The AMC cost for these equipments would be not exceeding the cost as per original Purchase Order issued to either M/s Wipro and M/s DataCraft. The details of all such equipments would be shared with the vendor winning this RFP. Vendor has to explicitly inform in their technical bid whether they agree to cover these equipments at the rates not exceeding as per original terms and terms/conditions as per original purchase order issued by the Bank. Bank while evaluating the technical bid may give preference to the bidders who agree to accept the AMC rates not exceeding original rates as per PO and other terms/conditions for these equipments as per original PO. In case the AMC is with a particular vendor say X and if some of the equipment is under warranty with the existing vendor say Y, and if there is a connectivity issue, the vendor who is winning this contract should coordinate with other vendors (i.e. X and Y) and resolve the issue. Broad details of the existing communication equipment are included as Annexure IV.
5. Facility (FM), Line/Link (LM) Management services for Data Center, Near Site, Mumbai and Disaster Recovery Site Bangalore, Aggregation Points, Branches and DIT:
Facility Management services is to provide managed network services covering the WAN connecting around 1950 branches and also for remaining branches of the bank as and when the same are integrated to the existing network. The FM engineers will be stationed at Data Centre Mumbai and DIT, Bangalore or DRS: Bangalore.
We propose to have :1. One Level 1 engineer at Data Centre on 24x7x365 basis.2. Another Level 1 Engineer at Data Centre on 16x6 (Two shifts daily for 6 day
week) basis.3. One Level 2 Engineer at Data Centre on 16x6 (Two shifts daily for 6 day week)
basis. 4. One Level 2 Engineer at CO:DIT:Bangalore on 8x6 (One shift daily for 6 day
week)5. One Level 1 engineer at DRS on 8x6 (One shift daily for 6 day week)
FM engineers posted at DC/DIT/DRS should be capable of handling all the activities like Network Troubleshooting, Network Monitoring, Liaison with service providers etc. as defined in the scope of work independently or should be able to get the work done through his company.
For any network consultancy, required by the Bank, the L2 Engineer posted at DIT would be the single point of contact for the Bank.
Skills of FM engineers:FM Engineers at DC/DIT (Level 2): The FM L2 engineers
Should be minimum CCNA qualified (CCNP qualified preferred) with minimum 3 years experience in a similar setup. The L2 Engineers should have exposure to all the
Cisco Products from the list below and the three L2 Engineers posted at DC as well as DIT together should have knowledge of all the items listed below.
1. Cisco 75077206//3662/3745/3845/2621 routers2. Cisco 1760/1720/1841routers3. Cisco 6506/4507 switches with CAT-OS4. Cisco 4006/4003/3750/3550/2950 switches5. Cisco PIX 525 firewall6. Cisco 4210/4235 IDS7. Exposure to VMS, HP Open View 8. Exposure to Cisco Works 2000, Tacacs+, McAfee IPS.9. Trouble shooting Leased lines and ISDN BRI/PRI.10. Should have experience of VSAT,Wireless, MPLS based Networks.11. Should be able to handle Fortigate Firewall
Should be an employee of the company and should not be from any of the Franchisee/Partner companies.
FM Engineers at DC/DRS (Level 1): The FM L1 engineers
Should be CCNA qualified with minimum 1-year experience in a similar setup Should have exposure to configuration and trouble shooting for the following:
1. Cisco 7507/3662/3745/3845/2621 routers2. Cisco 1760/1720/1841 routers3. Cisco 6506/4507 switches with CAT-OS4. Cisco 4006/4003/3750/3550/2950 switches5. Cisco PIX 525 firewall6. Cisco 4210/4235 IDS7. Exposure to VMS, HP Open View and Cisco Works 2000.8. Trouble shooting Leased lines and ISDN BRI/PRI9. Should have exposure to VSAT based Networks10. Should be able to handle Fortigate Firewall
Should be an employee of the company and should not be from any of the Franchisee/Partner companies.
6. Service Engineer Response Time equipments and Penalty Clauses are given below:
A. For DC/DRS/Near Site/Aggregation Point:
The FM Engineers at Data Centre/NOC should be able to troubleshoot any network related issue whether at Branch, Aggregation Point, DC, DRS, DIT , Near Site etc. within a maximum limit of 1 hour from the time of reporting the problem. If there are any network hardware related issues, the same also has to be brought to the notice of the Bank and FM vendor will be required to co-ordinate with the AMC/Warranty holder of the equipment for sorting out the hardware problem.
If any Primary Link is down from any Aggregation Point to Data Centre/DRS, the Facility Manager has to be contact the service provider and ensure that the link is brought within 1 hour from the time of reporting the problem.
If any PRI circuit is down at DC/DRS or Aggregation Points, the Facility Manager would have to ensure that the problem is resolved within 1 hours of reporting the problem.
Penalty for the Default For DC/DRS/Near Site/Aggregation Point:
In case the problem identification and resolution goes beyond the time frame stipulated as above, the penalty will be Rs.5000/- for every hour greater than the acceptable 1 hour, which the FM Engineer has taken to identify and resolve.
Penalty for the Default in AMC service For DC/DRS/Near Site/Aggregation Point:
The vendor need to provide a response time of 24X7X2 for rectifying any problem with equipments placed at DC/DRS/Near Site/Aggregation Point, which are covered under AMC. In case the problem resolution goes beyond the time frame stipulated as above, the penalty will be Rs.5000/- for every hour greater than the acceptable 1 hour, which the vendor has taken to resolve.
B. For Branches:
The FM Engineers at Data Centre/NOC/DIT should be able to troubleshoot any network related issue whether at Branch within a maximum limit of 1 hour from the time of reporting the problem. If there are any network hardware related issues, the same also has to be brought to the notice of the Bank and FM vendor will be required to co-ordinate with the AMC/Warranty holder of the equipment for sorting out the hardware problem.
If any Primary link is down for a Branch, the Facility Manager will have to contact the service provider and will have to ensure that the Link is made up within 2 hours for Metro/Urban locations, 3 hours for Semi-urban branches and 4 hours for Rural locations in case the Line/Link management services are also awarded to the vendor to that Branch. In case the Line/Link management services are not with the vendor for that Branch , the FM vendor will have to inform the concerned Branch, AP and Regional office immediately.
If any BRI circuit is down, the Facility Manager will have to contact the service provider and will have to ensure that the Link is made up within 4 hours of reporting the problem to Facility Manager, in case the Line/Link management services are also awarded to the vendor for that Branch. In case the Line/Link management services are not with the vendor for that Branch , the FM vendor will have to inform the concerned Branch, AP and Regional office immediately.
Penalty for the Default For Branch locations:
In case the problem and identification and resolution goes beyond the above time frame, the penalty will be Rs.2000/- for every hour greater than the acceptable limit.
Penalty for the Default in AMC service For Branch locations:
The vendor need to provide a response time as below:1. 24X7X2 hr for Metro/Urban2. 24X7X3 hr Semi Urban locations 3. 24X7X6 hr for Rural locations
for rectifying any problem with equipments placed at Branches, which are covered under AMC. In case the problem resolution goes beyond the time frame stipulated as above, the penalty will be Rs.2000/- for every hour greater than the acceptable time limit, which the vendor has taken to resolve.
C. For Consultancy and Project implementations:
If any activity as defined in the scope of work like implementing IP Security, Network Integration, change of network architecture, routing protocols etc. covering design/documentation/testing/configuration, is to be handled as a separate project, separate agreement would be defined for the project as mutually agreed terms, conditions between the Bank and the Vendor.
7. Only competent Engineers should attend to configuration and troubleshooting:In case it comes to the notice of the Bank that competent engineers are not attending to installation configuration and troubleshooting of the communication equipment, the Bank has the right to recover penalty from the vendor at the rate of Rs.2000/- per incident.
8. Please note that the amount of penalty will be recovered from bank guarantee or from any payment due to the vendor during warranty or annual maintenance period as the case may be or any of the payment due to the company.
A. Price schedule for maintenance/commissioning of Links :
Sl. No.
Specification of activities Location of Links Charges per year per link
(in Rs.)1. Maintenance charges of all types
Links (64/128 Kbps/2 Mbps LLs/ISDN BRI/ PRI /MPLS/Channelised E1 ) between DC/DR and Aggregation Points or between DC/DR and other agencies if any.
DC/DRS/Near DR/APs
2. Maintenance charges of all types Links (64/128 Kbps/2 Mbps
LLs/ISDN BRI/ PRI /MPLS ) between Aggregation Points and
Branches
Between AP and Metro Branches
Between AP and Urban Branches
Between AP and Semi-urban Branches
Between AP and Rural Branch
Between AP and Island Branches
3. One time Commissioning charges inclusive of maintenance charges
for first year for any new Link
Aggregation Point and Metro Branches
Urban Branches
Semi-urban Branches
Rural Branch
Island Branches
4 One time Shifting of Branch Leased Circuits from one
Aggregation Point to another depending upon Bank’s
requirement
Aggregation Points
TOTAL (A)
Note : Payment for the above activity i.e. maintenance/commissioning of Links shall be done on actual number of links for which the work has been assigned.
Cost (trouble-shooting, health check up, fault reporting and follow up, taking backup of AP/DC/DRS/Near DR routers, etc. including periodical reporting of network statistics as detailed in scope of work )
DC/DRS/
Near DRAggrega
ti-on Points
Branches
2. Periodical ISDN testing across the network (Approx. 1200 ISDN links currently)
DC/DRS/Near
DR/AP/ Branche
s3. Consultancy services for
periodical/need based activities like participation in Bank’s DR Drills, RBI DR Drills, DNS configurations, integration of 3rd party networks for Bank’s business needs, IP SEC implementation, creation of GRE Tunnels, VPNs, VLANs, suggestions for equipment/IOS upgrades, suggestions, over all improvement of network health, performance or for consultancy as required by Bank such as change of network architecture, routing protocols covering design/ documentation /configuration testing for such requirements
4. Cost of L1/L2 Resources placed at Bank
DC/DIT/DRS
5. Cost benefit (-)/addition (+) that would be passed on to the Bank, if the facility management services are
carried out from the NOC of the vendor than from the Bank.
SubTotal TOTAL (B) i.e. Col. 1 + Col. 2 + Col. 3
Costing of L1/L2 Engineers deployed at Bank :(Break up of Row 4 of above Price schedule)
Sl. No Level No. of Engineers Charges per Engineer1st Year 2nd Year 3rd Year
1. L12. L2
Sub Total
Note :1. The vendor should provide the costing of the L1/L2 personnel used for the FM in the above format and should be included in the Price Bid.2. Vendor is required to mention the cost benefit that may be passed over to the Bank in case the facility management services are carried out from the NOC of the vendor instead of NOC of the Bank. In this case, the total cost (B) has to be arrived accordingly by adding/reducing components of above Price Bid and the break up for the same to be provided with the price Bid. C. ANNUAL MAINTENANCE CONTRACT : (Bidder need to provide unit AMC cost of the networking equipments as per Annexure-II)
Sl. No. Type of equipment
Location No. of Items
(1)
Charges for 1st
year per unit
(2)
Charges for 2nd
year per unit
(3)
Charges for 3rd
year per unit(4)
Total for 3 years for
items Col.1 X
(Col2+Co.l3+Col. 4)
1 to 18 Equipments listed as in
Annexure-II
DC/DRS/AP/Branch
Total Cost for AMC (C)
Note : In case of discrepancy in price listed here and price listed unit wise in Annexure-II, unit price listed in Annexure – II will prevail.
1. One time cost for building up Asset Inventory for all Networking Equipments in the Bank’s Network.
One Time Cost
2. Implementation cost of projects taken up for Bank’s network betterment or which involves accessing each network device in the network and then configuring as per template provided to the vendor by Bank.
Yearly
Total (D)
SUMMARY OF PRICE SCHEDULES:
S No. COST TOTAL (Rs.)1 Total of Price Schedule (A)2 Total of Price Schedule (B)3 Total of Price Schedule (C)4 Total of Price Schedule (D)
GRAND TOTAL (A+B+C+D)
Note:1. L1 Vendor will be identified based on the Total Lowest Cost quoted for
all the four schedules i.e. Grand Total as mentioned above.2. Vendor has to quote invariably for all the Price Schedules.3. In case of difference between the Unit rate and Total rate, Unit rate
quoted will be taken for evaluation.4. Bank will be entrusting Line/Link Management Services in selected
Aggregation point areas as outlined in Page No. 3 of this document. 5. Bank may select L2 Vendor also as standby, in case L1 vendor backs out
of the Contract at a later date.6. The details of networking equipments proposed to be under AMC are
mentioned in Annexure II of this document.7. Broad details of networking equipments currently in use by Bank’s WAN
are detailed in Annexure-IV.8. For item no. 2 in Price schedule D, Bank assumes that a maximum of 1
or 2 projects would required to be implemented in a year. 9. Bank may or may not avail the optional services as quoted in Price
Date:.......2008To,The General Manager (IT)SyndicateBank, Corporate Office, Department of Information Technology,Koramangala, Bangalore
Dear Sir,
Having examined the Request for Proposal (RFP): --------------------------------------, the receipt of which is hereby duly acknowledged, we, the undersigned, offer Facility, Line/Link Management Services as mentioned in the schedule of requirements for your Branches/ Offices in conformity with the said RFP for the sum mentioned in the Price Bid or such other sums as may be ascertained in accordance with the Schedule of Prices attached and made part of this Bid.
We undertake, if our Bid is accepted, to deliver the Services in accordance with the Service Schedule specified.
If our bid is accepted, we will obtain the guarantee of a Bank in a sum equivalent to 8 per cent of the Contract Price for the due performance of the Contract, in the form prescribed by the Purchaser.
We agree to abide by this bid for a period of 180 days from the last date of submission of Bid and shall remain binding upon us and may be accepted at any time before the expiration of that period.
Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof and your Notification of Award, shall constitute a binding Contract between us.
We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely "Prevention of Corruption Act 1988".
Commissions or gratuities, if any paid or to be paid by us to agents relating to this Bid, and to contract execution if we are awarded the contract, are listed below:
Name & address of agent Amount & currency Purpose of commission or gratuity * (If none, state none)
We understand that you are not bound to accept the lowest or any bid you may receive.
Dated this ........ day of ............... 2008
(Signature)(In the capacity of)Duly Authorised to sign bid for & on behalf of (Name & Address of the Bidder)
Whereas ______ (herein after called "the Bidder") has submitted its Bid dated ____2008 for the supply of ________(hereinafter called "the Bid")
KNOW ALL PEOPLE by these presents that WE ___________ having our Registered Office at ___________ (hereinafter called "the Bank") are bound unto SyndicateBank, Corporate Office, Department of Information Technology, Koramangala, Bangalore (hereinafter called "the Purchaser") in the sum of _____ for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its successors and assigns by these presents. Affixed with the Seal of the said Bank this ____ day of __________2008.
THE CONDITIONS of this obligation are:
1 If the Bidder withdraws its Bid during the period of bid validity specified by the Bidder on the Bid Form; or
2 If the Bidder, having been notified of the acceptance of its Bid by the Purchaser during the period of Bid validity:
a) Fails or refuses to execute the Contract Form if required; orb) Fails or refuses to furnish the Performance Security, in accordance with the terms
of the Bid;
We undertake to pay the Purchaser up to the above amount upon receipt of its first written demand, without the purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the amount claimed by it is due to it, owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions.
This Guarantee will remain in force up to and including -----------------, 2009, and any demand in respect thereof should reach the Bank not later than the above date.
____________________________(Signature and Seal of Bank)
Bidders are required to mention specifically the Name, Address, Telephone Number of their Service Centre, Mobile No. Email ID etc for after Sales Service at the delivery location.
Bellary, Hosur etc.5. Chennai 120 Branches in Tamilnadu and parts
Andhra Pradesh 6. Delhi 150 Branches in Delhi , parts of
Madhya Pradesh7. Hyderabad 145 Branches in Andhra Pradesh8. Kolkata 175 Branches in West Bengal, Bihar,
Jharkhand, N-E states, Andaman and Nicobar islands
9. Mangalore 183 Branches in and around Mangalore in Karnataka
10. Mumbai 142 Branches in Maharashtra, Goa11. Noida 175 Branches in Uttar Pradesh,
Uttarakhand12. Ernakulam 100 Branches in parts of Kerala13. Chandigarh 51 Branches in Punjab, Haryana, J &
K14. Hubli 56 Branches in and around Hubli,
Karwar15. Bijapur 47 Branches in and around Bijapur,
Gulbarga16. Vijayawada 45 Branches in Andhra Pradesh
around Vijaywada17. Coimbatore 56 Branches in parts of Tamilnadu18. Lucknow 34 Branches in parts of Uttar Pradesh19. Nagpur 15 Branches in parts of Maharashtra20. Udupi 15 Branches in and around Udupi in
Karnataka21. Agra 2 (others will be
added)Branches in UP in and around Agra, Mathru (New Aggregation Point)
22. Patna 2 (others will be added)
Branches in Bihar, Jharkhand (New Aggregation point)
23. Meerut Proposed24 Mysore Proposed25. DC Aggregation for VSAT /Wireless
Branches
Note:1. Up coming/proposed Aggregation Points are not included in the above Annexure I list
and the details of same will be shared with the vendor winning this RFP
2. Bank is likely to add another 300 branches (roughly) to the existing 20+5 Aggregation points and vendor has to provide Facility Management Services to these locations also.
3. To start with Bank will be entrusting the Network Link maintenance Services in Agra, Lucknow, Mangalore, Noida, Vijayawada, Bijapur, Kolkata, Patna, Meerut and Udupi Aggregation points covering 750-800 branches (approximately which will be immediately awarded to the vendor alongwith regular FM services). Performance will be evaluated for 6 months and after that only it will be extended to other Aggregation points in 2 phases covering 600 branches (approximately) in each phase.
4. Bank reserves the right not to extend the Network Link maintenance Services in the Aggregation points at Bangalore, Delhi, Mumbai and Chennai.
5. Bank’s Branch network is very vast and geographically spread across all parts of India . Only information on no. of branches is provided. Some of the Branches are in very interior places and vendor has to take care for Facility Management Services in all the branches of the Bank irrespective of geographical location of the branches.
6. The new branches would be connected to one of the above Aggregation Points initially.
Vendor will have to provide a quotation for contract of Network Facility Management Service complete in all respect independent of existing available service to Syndicate Bank to efficiently manage its growing network.
The Bank is looking at assigning following broad responsibilities to the Network Facility Manager :
A. Trouble-shooter for all problems related to NetworkingB. Monitoring of Bank's WAN infrastructure and regular checking of network healthC. Network integratorD. Responsibility of maintaining all networking resources E. Liaison with Network service providersF. Providing Reports/MIS related to network to Bank G. AMC cover for equipments.
A. Trouble-shooter for all problems related to Networking :
1. It would be single point of contact to all branches for any problem. The vendor if contacted would have analyse the issue and if related to network or networking equipments would have to initiate steps to resolve the same within stipulated time.
2. Identification and troubleshooting of any network problem faced by the Bank within the defined time frame. Co-ordinate with service providers for early resolution of links. Testing the links for link errors.
3. Identification of hardware problem of all Network devices of DC, DRS, Aggregation Point,DIT,Near Site and Branches as well as of 3rd party who is having a LL/ISDN connectivity with Bank's WAN and escalate and coordinate with appropriate vendor for resolution within the defined time frame.
4. Intranet/Internet Link, connectivity problem trouble shooting.5. Configuration & troubleshooting of routed & routing protocol. Resolve all routing
problems within SLA time frame.6. Responding to network complaints of application team.7. Informing Bank & Group users and network team about the Wan Link problem.8. Ensuring Overall Network availability with healthy Backup lines.9. Alarms to be made on WAN link down status.10. The vendor has to test availability of all ISDN BRI/PRI connections of the Bank in
DC/DRS/APs and Branches i.e. Automated ISDN testing/monitoring.
B. Monitoring of Bank's WAN infrastructure and regular checking of network health :
1. Daily Networks Health Checklist of all Network Equipment’s at data Centre, DRS, Near Site,
2. Aggregation Points. Should include Interface status/errors, Equipment uptime, CPU / memory utilization, Logs, Power status, Module status for Core Switch, diagnostic result, HSRP status.
3. Finding out status of all links either LL/ISDN from DC, DRS, Aggregation points and branches. If any link is down, vendor should initiate steps to resolve the same.
4. Capacity/Bandwidth usage monitoring need to capture Min/Max/Avg utilization on Daily/Weekly/Monthly basis of all links.
5. Monitoring & analysis of captured configured logs for Routers & Core Switches on Syslog server. Use the analytical logs for trouble shooting of Network or hardware problem. Make proactive use of captured logs for future suspected problems
6. Regular testing of all ISDN links and ensuring their upkeep by co-ordination with service providers.
7. Network monitoring with help of tools provided by Bank.8. Informing Bank & Group users and network team about the WAN Link problem9. Regular Monitoring, Analyzing & troubleshooting of any intrusion/attacks found in
WAN Network with help of H/W & Software provided by Bank.10. Conduct availability & performance checks of all network equipments with help of NMS
software provided by Bank.11. Monitor port status on network devices.12. Network Cabling status and verify connectivity in DC, DRS, if not in place then
coordinate with respective team /vendor .13. Conducting network audits on protocol usage statistics, Communication Matrix,
Bandwidth hoggers.14. Bandwidth utilization analysis in all links.15. Monitor ISDN links and provide various reports like frequent dialled ISDN, ISDN
uptime reports etc.,16. Provide customized reports which includes all the elements/parameters of Network
Management like the following ones.
a. Frequently failing linksb. Reliability Reportc. Latency Reportd. ISDN up locationse. Zone-wise reportsf. Threshold violation links, cpu, error reportsg. Online CMDB of devices with an option to download anytimeh. Other customized reports.
17. Application wise bandwidth usage monitoring and reporting.18. Tracking location wise WAN bandwidth.19. Monitoring of Cisco Tacacs, HPOV software , Cisco Works applications and suggesting
improvements to these and from these to best utilise Network operations.20. If any fine tuning of the tools like HPOVPI, NNM, Cisco Tacacs+ are required to be
carried out for proper monitoring/reporting purpose, the vendor should be able to customise the same to best suit bank's need within 2 months from taking over the facility management.
21. Bandwidth analysis for all applications of the Bank
D. Network integration/Network Management/Consultancy:
1. Assist Bank to get the suggestions provided by Internal and External Network Auditors implemented for improved network performance and network security.
2. Conducting network device configuration audits to identify gaps in industry best practices.
3. Implementation of IP Security (IPSec) across the network.4. Update of Cisco GD IOS in routers, switches across all locations based on Bank's
need and keeping the track of it. And, thus ensuring that atleast same IOS is available in all same series routers.
5. Installation, change of configuration of Routers, switches across all locations as and when required to be done by the vendor and proper track of the same has to be kept.
6. Improvements and suggestion including overhauling of entire network for better network performance.These need to be submitted in proper documentation form and should be handled as a project. In doing so, vendor has to ensure that maximum uptime of the Bank's Network is kept and rollover is carried out in a phased manner with out any adverse impact to normal functioning of Bank's day to day functions. (like implementation of IP security, changing of Routing protocol etc.)
7. Assisting Bank in Network Design for new requirements and implementing the same.8. Configuration of all types of VPNs & troubleshoot the same within SLA time frame.9. Assist in Proof of Concept (POC) of new technology/existing upgrades.10. Prepare & update network documents/diagrams as per Bank standards whenever
required. The documents/diagrams should be updated on fortnightly basis with proper version controls.
11. Setting quotas for network resource usage.12. Prioritizing WAN traffic based on the needs and approval from Bank.13. Assist/Co-ordinate for Network issues during Bank's DR Drill.14. Bank also proposes to connect branches through VSAT/Wireless connectivity apart
from leased line during this year. The Facility Management vendor should also be able to integrate this new setup with the existing infrastructure of the Bank and also should be able to address/troubleshoot problem with this mode of connectivity.
15. Bandwidth utilisation analysis for all applications like Core Banking/Tax Payment/AV updations/Patch updations used by the Bank on WAN and suggest bandwidth sizing of these applications and recommend improvements.
16. The facility Management vendor will be required to work in tandem with other vendors with whom the Bank is having an agreement for installation/ support/implementation/management of existing/proposed banking applications/other activities outsourced like Security Management/Patch Management/AV management etc. by the Bank having dependency on Bank's Network infrastructure.
E. Responsibility of maintaining all networking resources :1. Maintaining updated records/documents of all the change orders, network diagram,
bandwidth details and hardware/port details. 2. Maintain asset database/inventory of WAN equipments and update the asset
management database to track the move, add, change and installation.3. Maintain up to date inventory of all WAN network hardware assets giving
information like locations, configuration details, serial number, asset code, warranty and AMC details.
4. Track installation of WAN equipment including routers, switches, modems and any other WAN equipment.
5. Vendor shall manage the Master and Slave LDAP server. Vendor shall manage the replication of Master LDAP server configuration to replicate to Slave LDAP server. This service should include the Maintenance of Configurations of Directory schema for user record maintenance.
6. Vendor shall manage configuration of IP protocol on the Router and performperiodic password changes on the Routers.
7. The vendor has to compile the inventory of IP addresses.
F. Liaison with Network service providers :
1. Liaison with service providers like BSNL, Reliance etc. in case of fault with any link may be LLs, ISDN BRI, ISDN PRI and restore end to end connectivity within stipulated time.
2. Intranet/Internet Link connectivity problem: identification and escalating to concerned service provider immediately and coordinating with them for faster resolution of problem
3. Network Cabling status and verify connectivity in DC, DRS, if not in place then coordinate with respective team /vendor .
4. Commissioning of new links including liaison with service providers for the same.
F. Submission of Reports :
1. Submission of periodical reports to the bank with details of uptime, downtime, no. of faults , time taken to resolve these faults (max., min., average) , bandwidth usage , type of traffic for all links, grouped by Aggregation Point wise.
2. Prepare analytical report with NMS provided by Bank3. Link uptime/downtime reports.4. Bandwidth utilisation report Applications wise/Link wise etc.5. Daily/Weekly reports of Trouble Tickets Logged, their reason for failure, status of
closure and time taken to resolve.6. WAN equipments/Network Assets inventory Report including Model, IOS, DRAM,
Flash RAM, Interface card details with other hardware available in the equipments.7. Availability Report of ISDN Links, their usage, test results for periodic tests.8. Health Report on all links including report on CRC errors, Jitters, Latency, Packet
Loss etc.9. MTTR (Mean time to repair) report for every WAN link and device.10. Threshold violation report/CPU utilisation report/Syslog analysis report for
networking equipments.11. Any other reports on network status/monitoring etc. as may be desire/designed by
ANNEXURE-IVHARDWARE CONFIGURATION DETAILS OF EXISTING COMMUNICATION
EQUIPMENTSSl. No
Details*** Quantity(Approx.)
1 Cisco 7507/7206 routers with dual power supply with 128 Mb DRAM and 32 Mb Flash, RSP4 card, VI processor cards, 8 port serial card and cables, 2 port Fast Ethernet Cards, Two port Multichannel E1 port adapter and cables.
5
2 Cisco 3662/3745/3845 routers with dual power supply with 110/160 Mb DRAM and 32/64 Mb Flash, 4 port serial card and cable, Two port CH-E1/PRI card and cables.
32
3 Cisco 2621 routers with 24 Mb DRAM and 8 Mb Flash, 1 port serial WAN card with cable and 1 port ISDN WAN card.
5
4 Cisco 1720/1760/1841 routers with 48 Mb DRAM and 32 Mb Flash with 1 port serial WAN card with cable and 1 port ISDN WAN card, fast Ethernet Ports.
1950
5 Cisco 6506 switches with dual power supply and 128 Mb DRAM, 2 nos supervisory engine, 16/48 port Gig/Copper module and 1 nos 48 port 10/100 module.
2
6 Cisco 4003/4006/4507 switch with dual power supply, 2nos supervisory engine, 16/24/48 port 10/100/1000 module
3
7 Cisco 2950 switches with 12/24 ports. 195023 Cisco PIX 525 4(2 Active &
*** The configuration may vary for equipment at different location. The details of configuration given are approximate.
NOTE: There shall not be wide variation between the specifications required by the bank and that offered by the bidder. If so, such proposals shall be summarily rejected. Cost of optional items must be quoted.
