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CONFIDENTIAL
The information contained in this proposal and any related discussions or documents produced by Telefnica or their
advisers are confidential and proprietary information. The information is subject to confidentiality restrictions between
the parties and should only be circulated to those on the RFQ team. Copies of confidential documents must be
returned at the end of the supplier's involvement in the response process.
This RFQ is subject to the terms of the non-disclosure agreement (NDA) entered into by you with TELEFONICA
Madrid,21st
of February, 2012
- Telefonica -
VENDOR SELECTION PROCESS FOR
BASIC HOME STATION
You have been identified as a potential supplier with the capability to deliver goods or services to any of
Telefonica Subsidiaries. Accordingly, we would like to invite you to respond to this Request for
Proposal (RFQ) by 16th of February, 2012
AMPER SISTEMAS
In the event that there is an alternative division or subsidiary of your company more suitable to deal with this RFQ, I
would be grateful if you would pass this RFQ on to the relevant division or subsidiary and advise us accordingly with
the relevant contact details. This exercise is entirely subject to contract.
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.
Table of Contents
1. Overview ...................................................................................................................... 4
2. Non Functional Considerations .................................................................................. 11
3. Functional Requirements ........................................................................................... 11
4. Technical Requirements ............................................................................................ 27
5. Testing & Acceptance (Certification and Field Trial) .................................................. 29
6. In Life Management ................................................................................................... 31
1.1. Management Summary ........................................................................... 5
2.1. Non-Functional Requirements ............................................................... 11
3.1. Definition .............................................................................................. 11
3.2. Service Integration ................................................................................ 12
3.3. Service Description ............................................................................... 18
3.4. Casing Design ...................................................................................... 20
3.5. Labels .................................................................................................. 20
3.6. Remote Management ........................................................................... 21
3.7. Connectivity .......................................................................................... 21
3.8. Hardware ............................................................................................. 24
3.9. Standard Packaging ............................................................................. 25
4.1. Quality Assurance ................................................................................ 28
4.2. Initial Training ....................................................................................... 28
4.3. Security Requirements ......................................................................... 29
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7. General Information to be provided by the vendor ..................................................... 51
8. Commercial Model, Pricing & TELEFONICA Standard Agreement ............................ 52
9. Extra Quotation .......................................................................................................... 59
10. Schedules .................................................................................................................. 60
6.1. General Supplier Management ............................................................. 31
6.2. In Life Change Management ................................................................. 31
6.3. Service Delivery ................................................................................... 33
6.4. Service Governance ............................................................................. 33
6.5. Operational Reporting Requirements .................................................... 36
6.6. Incident Management ........................................................................... 37
6.7. Problem Management .......................................................................... 41
6.8. Release Management ........................................................................... 42
6.9. Availability Management ....................................................................... 44
6.10. Support and Maintenance ..................................................................... 45
6.11. Service Level Agreement ...................................................................... 48
6.12. Assumptions and Obligations ................................................................ 48
6.13. Maintenance of existing equipment production ...................................... 496.14. Ensuring compliance with the roadmap of product ................................ 49
6.15. Warranty .............................................................................................. 49
6.16. Specific Developments ......................................................................... 50
8.1. TELEFONICA Purchasing Terms .......................................................... 52
8.2. General Commercial Terms and Pricing Proposal ................................. 52
8.3. Particular Commercial Terms for SPAIN ............................................... 558.4. Particular Commercial Terms for CHILE................................................ 55
8.5. Particular Commercial Terms for BRAZIL .............................................. 56
8.6. Particular Commercial Terms for ARGENTINA ...................................... 56
8.7. Particular Commercial Terms for COLOMBIA ....................................... 56
8.8. Particular Commercial Terms for PERU ................................................ 57
8.9. Preference Customer conditions ........................................................... 57
8.10. TELEFONICA Policies .......................................................................... 58
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1. Overview
COVER LETTER
AMPER, S.A. through its subsidiary company AMPER SISTEMAS, S.A. is pleased topresent to TELEFNICA its proposal to the RFQ for the product called BASIC HOMESTATION.
We present the product BHS-12M-L like an evolution of ASL-26555 (BHS ADSL v1),which has been homologated in Telefnica Group and it is being supplied in different
countries.
Amper BHS-12M-L is based on RALINK chipset (formerly TRENDCHIP) and it is100% compliant with the quality of components, features and accessories request inthis RFQ.
As a cheaper option we present the product BHS-12M. Amper BHS-12M is based onRALINK chipset (formerly TRENDCHIP), cumply with the features and accessoriesrequest in this RFQ and includes the current certified PSU.
We presented to Telefnica last November 2011 a proposal similar to BHS-12M withthe PSU included in BHS-12M-L.
AMPER has the capability today to support the offered products at all phases of itslife, not only in Europe but also in other countries (Argentina, Brazil, Chile, Colombiaand Per).
The Management Summary attached to this cover letter, summarizes the content of
the Project. In the rest of the attached documents is a detailed response to all issuesraised in the RFQ specifications.
AMPER would like to thank TELEFNICA giving us the opportunity to participate inthis RFQ.
Madrid, 21st February 2012
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1.1. Management Summary
In response to your invitation to the Request for Proposal (RFQ) to participate in the
providers selection process for the project Basic Home Station (BHS), Amper is pleased
to attach our best proposal, complying all requirements contained in this RFQ and thecertainty that it will be completely satisfactory for Telefnica.
Amper is presenting this proposal as the result of their collaboration with leading
manufacturers of ADSL CPEs for China and Taiwan as well as with leading chipset
manufacturers for these products.
In this partnership model is combined commitment, experience and knowledge of Amper
like global supplier of Telefnica with the experience of its manufacturing partners and
developers SW for CPE's for ADSL, and knowledge and support from the manufacturer of
chipset used in the product offered. Amper pioneered the introduction of ADSL Router in
Telefnica. Currently has over 9 years as a reliable supplier.
The companies selected as manufacturing partners have a long tradition as leaders in the
manufacture of these products in Taiwan and have factories in China, with experience and
production capacity of several million units per year.
1.1.1 Offered model
Amper presents the following model:
BHS-12M-L, based on Ralink (Trendchip) chipset.
The basic performances of BHS-12M is:
- Router ADSL/ADSL2+
- 4 Ethernet ports 10/100 in the LAN
- Wireless LAN 802.11n , 2,4 GHz , 2TX2RX
- USB host port (to support 3G USB dongle , Printer sharing, disk sharing)- TR069, WPS
- User Interface according Telefnica requirement
1.1.2 Architecture and interfaces
The proposed solution is based on an existing product and fully operative, using main
chipset from Ralink (Trendchip), 8 (16) MB Flash and 32 MB SDRAM.
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The operating system is Linux based, which is a proven stable solution for ADSL routers and
allows easy enhancement of features list.
Following interfaces are available:
1 x RJ11 ADSL connection.
4 x RJ45 Ethernet 10/100 BaseT LAN port.
1 x USB Host.- Back up 3G connection/printer sharing/disk sharing.
2 Antennas for Wifi 2,4 Ghz.
6 LEDs on frontal part for status checking ( Power, Wifi, 3G, Internet, LAN, DSL )
Wifi ON/OFF /WPS button.
Reset micro button.
ON/OFF button on back panel.- External power adaptor (wall type), following the requirements of each country.
1.1.3 Packaging
The standard packaging includes:
- Router Basic Home Station, with housing to be defined by Telefnica
- Power Supply, according with the normative of each country
- Telephony cable (1,5 m , grey)- Ethernet Cable (1,5 m , yellow)
- 1 ADSL microfilter, certified by Telefnica
- Installation guide (8 pages, black& white printer)
- Warranty card
- Labels
- Neutral box
- 4 colour sleeve
Optionally the proposal includes quotation for a CD and extra micro filters.
1.1.4 Normative
The product will comply with European requirements in relation with environment,
being RoHS compliant.
The offered products will provide security and EMC certificates requested in Europe
and Latin America: CE Mark, FCC part 15.
Additionally, Amper agrees to get, for offered products, all official required
certifications and homologations, according laws, for all countries where the BHS is
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supplied: ANATEL in Brazil or IRAM in Argentina.
1.1.5 Sw architecture
1.1.5.1 Operative System and Basis SW
Based on OS Linux
1.1.5.2 User Interface
Amper Basic Home Station (BHS) is supplied with the User interface based on
HTML/Java Scrip designed by Telefnica.
1.1.6 Project plan
Amper BHS product is already developed and certified according the specifications from
Telefnica.
1.1.7 Supplying conditions:
Supplies scope: The offered product will be supplied according the packaging defined in point
1.1.3 of this document (packaging).
Additional requirements for each country (CD, additional microfil ters or RJ11 adapters, printer
manuals, etc), that have not been requested in the standard packaging, will be quoted
separately.
1.1.8 Prices of the offered product
In the Price Book are included the best prices of Amper for the proposed model.
1.1.9 Delivery times
Delivery time: Deliveries 8 weeks FOB after order (with Rolling Forecast of 12 weeks).
Deliveries CIF: (sea transport) between 4 and 5 weeks additional, depending on destination
country (Europe: 4 weeks, Latam: 5 weeks.).
Deliveries capacity:
More than 330K/month.
1.2.1 OFFERED SERVICES DESCRIPTION
Amper offered services for current RFQ are detailed as follows:
1- Technical Certification support: Amper offer technical support in Spain, in Brazil and in Latin
American countries where Amper has local presence.
2- Field trial support: One person per territory local support.
3- Commercial deployment support: Support level 1 in all countries. Support in level 2 and 3 in
Spain. Commercial support during all product life time,4- Training support: Amper could offer training support during certification, support to Brazil and
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Spain staff. During field trial, support to Telefnica staff in each country. In deployment, support
to cities indicated for each country.
5- DDP selling condition. Commercial channels
In order to provide the equipments in DDP conditions to Telefnica, as well as offer the
required post-sales service, Amper offers to Telefnica the following commercial channels in all
countries described in RFP:
Spain: The headquarter is situated in offered Company, Amper Sistemas. Headquarter in
Madrid, Technical and Commercial project management. Technical support capacity levels 2
and 3. Call-center for post-sales service.
Brazil: Medidata
Medidata, subsidiary company of Amper, is an integration Company of data and Systems
Communication Networks. The headquarter is in Sao Paulo, and operates in informatics
market in Brazil since more than 30 years.
One of its main customers is Telefnica de Brasil (Telesp).
Argentina: Desca
DESCA is a part of Ampers Group since June 2010. DESCA has more tan 1,000 employeesand has presence in 17 countries: Argentina, Bolivia, Brasil, Colombia, Costa Rica, RepblicaDominicana, Ecuador, El Salvador, Guatemala, Honduras, Mxico, Nicaragua, Panam, Per,Venezuela, Trinidad y Tobago and EE.UU.
DESCA is a system integrator that provides Infrastructure and Telecommunications Solutions
that enable their clients to increase earnings by rendering new and improved services to theircustomers, optimize operating costs and Increase the levels of customer Loyalty &Satisfaction.
The main office is located in Torre Alem Plaza, Av. Leandro, N. Alem 855, Piso 25, 1001.Buenos Aires, Argentina. Telfono: + 54 (11) 4590.3600
Chile: EBS Tecnologa Ltda
Amper has currently a commercial agent in Chile; EBS Company. Amper has commercial
agreements since 2006 in order to comply the local representation in Santiago de Chile city
for providing commercial and logistic supports with Telefnica Chile.
Per: Desca
DESCA is a part of Ampers Group since June 2010. DESCA has more tan 1,000 employeesand has presence in 17 countries: Argentina, Bolivia, Brasil, Colombia, Costa Rica, RepblicaDominicana, Ecuador, El Salvador, Guatemala, Honduras, Mxico, Nicaragua, Panam, Per,Venezuela, Trinidad y Tobago and EE.UU.
DESCA is a system integrator that provides Infrastructure and Telecommunications Solutionsthat enable their clients to increase earnings by rendering new and improved services to theircustomers, optimize operating costs and Increase the levels of customer Loyalty &Satisfaction.
Desca opened the office in Lima last November 2011.
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Colombia: Desca
DESCA is a part of Ampers Group since June 2010. DESCA has more tan 1,000 employeesand has presence in 17 countries: Argentina, Bolivia, Brasil, Colombia, Costa Rica, RepblicaDominicana, Ecuador, El Salvador, Guatemala, Honduras, Mxico, Nicaragua, Panam, Per ,Venezuela, Trinidad y Tobago and EE.UU.
DESCA is a system integrator that provides Infrastructure and Telecommunications Solutionsthat enable their clients to increase earnings by rendering new and improved services to theircustomers, optimize operating costs and Increase the levels of customer Loyalty &Satisfaction.
The main offices are located in:
Desca Bogot
Direccin: Carrera 7 No 71-52, Torre A, Piso 11, Bogot D.C., Colombia.
Telfono: + 57 (1) 376.6900
Desca Medelln
Direccin: Edif. Bamb, Cra 43A No. 1 Sur 106 Oficina 20. Medelln, Colombia.
Telfono: + 57 (4) 312.3073
Desca Cali
Direccin:Centro Empresa, Cll 64 Norte No. 5B 146 Oficina 405c, Cali, Valle. Colombia.
Telfono: + 57 (2) 665.9593
1.3.1 Property of products to be supplied
The product to provide is a result of collaboration between Amper and themanufacturing partners in China. The property rights will be of the partners. Amper will
be the exclusive vendor.
1.4.1 Business Declarations
Amper stated its willingness to contribute to the development of Telefnica's business in
all countries covered by this RFP, as well as Telefnica to provide the best response to
future according to changes and evolution required by the product
1.5.1 The top five differentiators from competitors
1.- Amper is since 53 years a reliable supplier of Telefnica. We are backed up more
than 50 years. Maximum commitment with Telefnica, as a consequence of our link as
our main customer.
2.- Amper has knowledge of the operation of Telefnica in Spain and in all TLATAM
countries, which currently is a supplier of various products in the following countries:
Spain, Brazil, Argentina, Chile, Peru and Colombia, which allows for also carry out
supplies and services required in this RFQ.
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3.-. Amper and its partner manufacturer for this project combines the Ampers
experience like Telefnicas global supplier and partners manufacturers experience in
the manufacture of many millions of units of simi lar products .
4.- The offered product is an existing and consolidated product that complies with
Telefnica requirements.
5.- Solid financial position of all the members of partnership, that guaranty a long term
supply and evolution of this products.
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2. Non Functional Considerations
The response section of this RFQ is split as follows:
Non functional these are intended to provide the basis to shape the proposal.
These are expected to have a simple compliancy statement that can be clearly
referenced back from the description of the solution in the delivery section
2.1. Non-Functional Requirements
Summary Telefonica non-functional requirements to which the current platform / solution adheres
Id # Requirement Comment
Req 1 The supplier accepts to use and work via Telefonica E-
commerce Platform, which is requested by Telefonica, as
described in Schedule 3.
FULLY COMPLIANT
Req 2 The supplier deliver the Environmental Declaration
Questionnaire filled-out as described in Schedule 4.
FULLY COMPLIANT
Req 3 The supplier accepts conditions of governance of this RFQ
as described in section 1.3 General Proposal Instruction
FULLY COMPLIANT
3. Functional RequirementsPlease find below all the functional requirements.
It is required to the vendor to answer in the column Comment of this file with the
level of compliance of the vendor.
3.1. Definition
Id # Requirement Comment
Req 4 The set is based on :
Connectivity: the equipment is a routerADSL/ADSL2+ connected in its input to abroadband service. It will contain 4 Ethernet10/100 in the LAN side to connect the router tohome network devices.
Wireless LAN Interface: the equipment will havea wireless LAN interface according the standardIEEE 802.11 n 2.4GHz (2x2). It must becompatible with equipments having wirelessinterface 802.11 b and g.
Security: Wi-Fi Protected Setup (WPS) andsupporting wireless standards 802.11i .
FULLY COMPLIANT
Based on current device
Amper ASL-26555 already
delivered to Telefnica
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Id # Requirement Comment
USB Port: the equipment will have at list (1)master USB with the following functions:
- Wireless WAN Interface: In case a 3G USB dongleis connected, it will work as a connectivity backupsolution when no ADSL is available.
-Printer sharing: In case a USB printer is connected, itwill be shared to all devices connected to theequipment.
-Disk sharing: In case a USB disk is connected, it willbe shared to all devices connected to the equipment.
Remote management: TR-069, support. Theconfiguration associated to the connectivity
services in the router will be remotely managedvia TR069 from the operator ACS, including the3G interface connection configuration.
User Interface: the equipment should have auser interface base on HTML/JavaScript designedby Telefnica and given to the vendor, that willdeploy it with out any extra-cost
Design: the equipment should have adifferentiate design, adopting with out extra costthe selected design for Basic Home Station andwhose details will be provided to the selected
manufacturer.
3.2. Service Integration
Id # Requirement Comment
Req 5In order to use or interact with equipment , customer
should get access to the user interface.
The user interface is manageable by using a web
browser. Each time the end customer access the
user interface he/she is identify
FULLY COMPLIANT
3.2.1. Users
Id # Requirement Comment
Req 6
It will be one kind of user that will have credentials(password) to access to the user interface capable to
FULLY COMPLIANT
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Id # Requirement Comment
change parameters. These credentials will store only
locally in the Basic Home Station.
When the user get access to the GUI, he/she will be
able to see some information in order to know the
status of his equipment. If he/she would like to do
some configuration or to see some detail information
he/she should provide (password)
3.2.2. User Interface
Id # Requirement Comment
Req 7Interfaces Supported:
The equipment should have user interface accessible
from a LAN connected device using a supported
browser:
Internet Explorer 6 and higher
Mozilla Firefox (Win, MacOS y Linux)
Safari (Win y MacOS)
Google Chrome (Win)
It will be necessary to have an specific tool in the user
interface for the technical people within the operator
to manage and maintain in case of incidentsThe way to access to this technical/maintenance
space in the GUI should be:
http://192.168.1.1:8000
FULLY COMPLIANT
3.2.3. Local Interface
Id # Requirement Comment
Req 8The access to the local interface will be done with a
web browser from any device in the LAN having two
different ways:
Typing in the URL field of the web browser thelocal IP address of the Basic Home Station:http://192.168.1.1
FULLY COMPLIANT
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Id # Requirement Comment
Typing a name for the Basic Home Station: ejem :http://movistarhomestation.
3.2.4. Technical/Maintenance interface access
Id # Requirement Comment
Req 9The access to the local maintenance interface will be
done with a web browser from any device in the LAN
having two different ways:
Typing in the URL field of the web browser thelocal IP address of the Basic Home Station:http://192.168.1.1:8000
Typing a name for the Basic Home Station, ejem :http://movistarhomestation/tec
Basic Home Station (BHS) GUI is divided in two
major blocks:- Welcome and configuration Wizard
-Configuration Interface
FULLY COMPLIANT
3.2.5. Welcome and configuration WizardId # Requirement Comment
Req 10The first time the user request for a web page from its
browser the router should redirect to the Local user
interface where the client should:
Change the administrator password,
Configure the SIMs PIN (Personal IdentificationNumber) in the web configuration interface.
(optional)
Some other simple home configurationparameters (such us change SSID name or WPAkey).
In the case where the user enter an incorrect PIN
(three times) the user interface should ask for the
PUK (Personal Unblocking Key number)
Following diagram shows the Wizard site map
structure. Although final number of steps has not
been yet closed, these will be not more than 7 steps.
FULLY COMPLIANT
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Id # Requirement Comment
Note: this map is only a reference for the Business
units
BHS Wizard incluye the following features:
-Welcome Step
-WiFi config
-Other simple configuration or information steps
-3G config (when dongle is connected)
More details about these features will be provided
after the final vendor selection.
3.2.6. Configuration InterfaceId # Requirement Comment
Req 11Following diagram shows the BHS configuration
interface site map accessible via web browser.
Note: this map is only a reference for the Business
units
FULLY COMPLIANT
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Id # Requirement Comment
BHS Configuration interface must include thefollowing features:
-Help (external browser Windows with contextualized
help, help TOC and content will be provided by
Telefonica )
-Network Map
-Internet Configuration (configuring PPP username
and password)
-Internet Status (visual indicator of the Internet
connection status in the Network Map)
-Firewall Level (check and modify the predefined
Firewall levels)
-WiFi Status (visual indicator of the WiFi connection
status in the Network Map)
-3G Status (visual indicator of the 3G connection
status in the Network Map)
-Gateway Configuration (common gateway
configuration parameters like SSID, DHCP pool, WiFi
encryption,)
-Devices Bag (show the set of devices connected to
the Home Network)
-Devices Category Icon (identifies each device with a
different icon according to the kind of device
category, like HiFi set, laptop, phone)
-2/3 icons per device category (each category will
have 2/3 different graphical representations)-Devices Info Tooltip (pop-up to show quick device
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Id # Requirement Comment
data in devices bag)
-Printer Script Auto Installation Download (Printer
sharing feature will be configured in MacOSx,
Windows and Linux through configuration wizards.).
-USB Script Auto Installation Download (USB sharing
feature will be configured in MacOSx, Windows and
Linux through configuration wizards.)
-Filter by connection type (reorganization of devices
in the devices bag according to the connection type)
Filter by connected devices (shows only connected
devices in the devices bag)
-Device Configuration (simple configuration of eachdevice to assign a friendly name, a device category,
an icon and to configure the NAT and port forwarding
for this device)
-Applications (advanced configuration of NAT and
port forwarding)
-Advanced Firewall Configuration
Telefonica may customize their own default home
page portal URL.More details about these features will be provided
after the final vendor selection
-Other simple configuration or information steps
More details about these features will be provided
after the final vendor selection.
-The vendor selected must provide the GUI to support
all functionalities requested.
3.2.7. Multilanguage support
Id # Requirement Comment
Req 12Both Wizard and Configuration Interface will be
implemented in the following languages:-English
- Spanish-Portuguese
FULLY COMPLIANT
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3.2.8. Remarks about the interfaces and provision
Id # Requirement Comment
Req 13In The local Basic Home Station Interface (user
interface and configuration wizard) will have a design
defined by Telefonica, according its usability criteria
to permit enjoy services as much people as possible,
trying to cover those users that dont want to deal with
technical complex configurations.
FULLY COMPLIANT
Barracuda
3.3. Service Description
Id # Requirement Comment
Req 14
Basic Home Station has a set of its own functionalcapabilities that offers to the end customer the
possibility to perform some actions/configurations:
Management of the home network map
Share USB connected disk
Share USB connected printer
Firewall control and Port mapping
FULLY COMPLIANT
3.3.1. Managing the home network and network map
Id # Requirement Comment
Req 15-Basic Home Station can manage the communication
between the different home networks, solving the
complex problem of the interconnectivity.
-The Basic Home Station will gather information from
the devices connected to the home network in order
to obtain: Device Name, connection status, network
interface used, IP address, MAC Address, etc.
With that information, the Basic Home Station is able
to present a graphical representation of the home
network called home network map. That map will
help the user to understand at a glance and in a
graphical way which device is connected to the
network.Also it should show the status of the equipment
FULLY COMPLIANT
Barracuda.
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Id # Requirement Comment
reporting:
ADSL / Internet connection status, connected ornot connected,
3G / Internet connection status: not connected,SIM not detected, standby, connection GSM,GPRS, EDGE, 3G/HSDPA and magnitude of thereceived signal.
LAN connected devices and unconnected deviceswith a friendly name and graphical icon
USB Printer and Disk status.
In case the client uses the advanced user credentials
he will have access to change the following
configuration parameters:
DHCP server LAN IP address range,
WiFi SSID name and WPA key (password),
Basic and advance firewall rules,
Basic and advance NAT rules,
Set a Samba name for the shared printer and disk
3G dongle SIM authentication parameter PIN(Personal Identification Number) and PUK(Personal Unblocking Key) number
View ADSL & 3G dongle statistics, Bytes /Packets transmitted and received,
A log file or event log on the router to indicate the3G connectivity times (connection /disconnection) and the cause of it.
Diagnostic option in the router. Availability of a
diagnostic option to check the connectivity to theInternet for both WAN interfaces (ADSL2 + and3G).
3G device name/model and device firmwareversion
3.3.2. Share USB connected disk
Id # Requirement Comment
Req 16 The Basic Home Station will allow sharing USB connected disks with alldevices connected to the LAN (Ethernet and WiFi) using SAMBA
FULLY
COMPLIANT
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Id # Requirement Comment
protocol (Server Message Block (SMB), also known as Common InternetFile System, CIFS) .The supported disks file systems should be FAT32, EXT2, EXT3 andNTFS.With just a click users can share files from USB disks between all the
computers connected to the local network.
3.3.3. Share USB connected printer
Id # Requirement Comment
Req 17The Basic Home Station will allow sharing USB connected disks printers
with all devices connected to the LAN (Ethernet and WiFi) using LPD
(Line Print Daemon) protocol.The supported printers should be at least the one appear in the following linkhttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/database
introwhich leads tohttp://www.openprinting.org/printers
FULLY
COMPLIANT
3.3.4. Firewall
Id # Requirement Comment
Req 18The user will be able to establish firewall and NAT rules applicable to
every connected device base on its MAC address. In the case the IP
address of a particular device changes, the device should keep its
firewall and NAT rules.
FULLY
COMPLIANT
3.4. Casing Design
Id # Requirement Comment
Req 19The equipment should have a differentiate casing design, adopting
(with out any extra cost) the selected design for Basic Home Station
and whose details will be provided to the selected manufacturer.
It is desirable to have an industrial design that allows horizontal and
vertical installation. Having said that, the home installation feasibility
and 3G signal strength should prevail over the horizontal & vertical
design requirement. During the RFQ process this decision should be
taking by Telefnica .
FULLY
COMPLIANT
Pillow
3.5. Labels
Id # Requirement Comment
Req 20The router should include a label in the rear side of the casing with at
least the following information:WiFi SSID and WPA Key (password)
FULLY
COMPLIANT
http://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintro7/30/2019 Amper Sistemas_201201_RFQ Basic Home Station_rev5
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Id # Requirement Comment
Telefonica will specify the complete information in the label after
awarding.
3.6. Remote ManagementId # Requirement Comment
Req 21The Basic Home Station incorporates capabilities that allow the
operator its remote management and maintenance using the TR-069, .
Also the equipment it should be integrated with the country specific
Auto Configuration Server (ACS).
With this system the operator will be able to do the following actions:
Monitoring
o Identify LAN connected devices (WiFi and Ethernet),
o ADSL / 3G connection status
Fault detection
Equipment configuration:
o Return to factory setting
o Firewall rules setting and erasing
o NAT rules setting and erasing
o WiFi configuration, SSID and WEP
o DHCP configuration
o 3G interface configuration
Equipment firmware upgrading
FULLY
COMPLIANT
3.7. Connectivity
3.7.1. ADSL Interface
Id # Requirement Comment
Req 22The equipment should be interoperable with the following network
infrastructures used by Telefonica: ADSL , ADSL2 and ADSL2+.FULLY
COMPLIANT
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3.7.2. ADSL Interface IP Encapsulation
Id # Requirement Comment
Req 23The router should support the following IP encapsulation in its ADSL
interface:
o RFC 2516: dynamic IP address (PPPoE). The offer must includethe PPP client needed
o RFC 1483r: for static IP address
o PPPoA
o IPoEoA for Local-loop unbundling (LLU)
FULLYCOMPLIANT
3.7.3. Radio electric interface
Id # Requirement Comment
Req 24
The router should support the wireless standard 802.11 n2.4GHz (2x2) in the last available version (minimum draft 2.0)certified by the WiFi Alliance, supporting wireless standards802.11i and 802.11.e, and will have authentications methodsbased on IEEE 802.1x/EAP and encryption WPA2.
The hardware should include the capability of migrate 802.11nDraft 2.0 (minimum requirement) to the future 802.11n standardbase only on a firmware upgrade.
The router will be compatible with other equipments supportingthe wireless standard 802.11 b and g
WPS feature as user-friendly method to establish the WiFiconfiguration shall be provided in PBC (Push ButtonConfiguration) mode.
The equipment must have an SSID pre-configured and analphanumeric WPA encryption key. This key has to be uniquefor each equipment unit.
FULLY
COMPLIANT
3.7.4. Wireless security
Id # Requirement Comment
Req 25The router will be provided with a Wi-Fi Protected Setup feature that
makes setting up a secure network quick and easy.FULLY
COMPLIANT
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3.7.5. UpnP IGD
Id # Requirement Comment
Req 26The router must support UPnP IGD (Internet Gateway Device) protocol
for identify and discover the IP devices in the home network..FULLY
COMPLIANT
3.7.6. 3G Back up connectivity
Id # Requirement Comment
Req 27The Concerning 3G backup the ADSL router should support Automatic
configuration of the device just after plugging the 3G dongle. There
must not be necessary to configure any parameters to use the USB
3G/HSDPA device but the SIMs PIM.
Failover support set by default with the following functionality:
When the ADSL line is not available (or there is no internetconnectivity through it) and after a traffic demand, a 3G connectionmust be established automatically.
As soon the ADSL interface is restored and internet connectivity isavailable through it, the ADSL interface should be the defaultinterface for the internet traffic. Then the 3G interface should beswitched off automatically.
The 3G interface should be disconnected in case of inactivity timeout.
Telefonica could configure remotely the idle time required to produce
such disconnection.
The ADSL router with 3G backup must allow the network to establish
geographic boundaries (per cell) for 3G connectivity. Outside the
allocated cells, 3G connectivity may be rejected or low quality.
The equipment should support all the 3G USB devices that will be
agreed with Telefnica
(http://movilforum.com/escritoriomovistar/ ).
The equipment should support the ability to add more 3G USB devicedrivers through firmware update
FULLY
COMPLIANT
3.7.7. Supported services
Id # Requirement Comment
Req 28The device should implement the technical functionality needed to
provide already existing Telefonica services:
Voice PSTN,
IPTV
FULLY
COMPLIANT
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Id # Requirement Comment
Broadband
Videomonitoring
Video phone call
Traffic Prioritization per port: the right to set the priority for each port, so
that the devices connected to gateway can have the different priority.
TR-NETRQ-OTHER-023. This will be included in the technical
specification.
3.8. Hardware
Id # Requirement Comment
Req 29The equipment will have to accomplish with the technical regulation that
Telefonica considers necessary to keep it in good working order according
the final set of services offered by Telefonica and accomplishing the
current regulation for the certification. Additionally, the equipment should
be certified by the country regulatory agency.
The router must include in the back side according to the casing design the
following ports and connectors:
Input line port (WAN) to access the ADSL/ADSL2+ broadband accesswith a RJ11 connector and connected to the client splitter.
Switch 4 LAN Ports: Ethernet 10/100BaseT supporting auto cross-overMDI/MDI-X cable detection
One master USB 2.0 port with the needed drivers to support a donglefor 3G mobile connectivity.
The router must contain an independent physical button toenable/disable the wireless (WiFi) interface. The same button will beused to activate the simplified configuration WPS method.
The router must contain a microbutton to restore the factory or defaultconfiguration (reset function)
In relation with the casing:
The router should be provided with nonslip supports on its base.
The router should contain wireless antennas for the WiFi interface(some OBs will be required mandatory external antennas, and otherswill accept internal antennas).
The router should include LEDs to inform the router status (See 0) in the
front side. The light intensity of the LEDs associated to the router
operation must be not so high that can disturb the users, but it must ensure
FC
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Id # Requirement Comment
indicative functionality.
LED Colour Mode StatusPower Red/Green
Off Router powered off
Blinking 2Hz Red Failure on Power On Self Test
Solid Green Router powered on correctly
Wifi Green
On Wi-Fi connection is available
Off Wi-Fi connection is not available
Blinking green Negotiation or traffic on line
3G Red/Green
Blinking green Negotiation
Solid green Up
Quick blinking green Tx/Rx traffic on line
Solid red Authentication failed
Off Traffic through broadband interface
Broadband Red/Green
Blinking green PPP/DHCP negotiation
Solid green PPP/DHCP up
Quick blinking green Tx/Rx traffic on line
Solid red Authentication failed
Ethernet GreenOn Ethernet connection is available
Off Ethernet connection is not available
DSL Green
Off Router powered off
Blinking 2Hz No line detected
Blinking 4Hz Line training
Solid Line up
WPS Red/Green
Solid Green WPS Active
Blinking 2Hz Green WPS Negotiation Open
Solid Red (20 seconds) Problems on WPS registration
Off WPS Functional ity Disable
Table 2 . LEDs description
A 2 Hz blinking Green-Red round should inform the firmware updating and
flash memorywriting
3.9. Standard Packaging
3.9.1. Standard Packaging
Id # Requirement Comment
Req 30In general terms, the router kit will be composed by, but every country
could specify it own needs:
Equipment, Basic Home Station with our design
Power supply: with indicative voltage and name of the router.
1 Grey ADSL Cable (1.5m-1.8m).
1 Yellow Ethernet Cable (1.5m-1.8m)
Labels :(supply chain , activation and box labels).
1 combined filter and 1 simple filter
Installation guide following Telefonica s corporate identity. The
FULLY
COMPLIANT
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Id # Requirement Comment
manual must clearly reflect the different 3G USB compatible withthe routers and inform advance user factory password (typically1234). The guide must be printed.
Guarantee card
Four-color Sleeve (packaging with Telefonica corporate identity andcomplying Telefonica normative)
Box
Quotation Optional elements
Quotation for a CD (configuration process, drivers and information)
Quotation for extra filters (2nd & 3rd)
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4. Technical Requirements
Please find below all the technical requirements in the excel file (Adquira).
It is required to the vendor to answer in the column F of this file with the level of
compliance of the vendor.
Please remember that the Column Details and Comments shall be in column D for
Spanish, column E for.
For the power supply unit, the mentioned specification ERQ.c1.0 001 3rd edition / Jul
2011 for Universal Power Supply mentioned on requirement TR-GENRQQ-
POWSU-012 of the Technical Requirements can be find below:
Also, regarding the dimensions of the PSU, to clarify what is specified on the above
specification, following the picture showing how to use the dimensions specified:
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Id# Requirement Comment
Req 31 Please provide information about the mark and model of
the chipset and also the memory of the device you have
included in the technical requirements answer.
Omission of this information will result in a non-compliant
evaluation of that question.
Ralink (Trendchip)
Req 32 Please provide a block diagram of the box offered with at
least this information (in case of some of them be
embedded on the Main Chipset, please inform), including
type of connection between modules
Main Chipset Chipset Vendor and Model
WiFi 2,4GHz Chipset Chipset Vendor and Model
LAN Ethernet Interfaces Chipset
Chipset Vendor and
Model
ADSL Interface Chipset Vendor and Model
Antennas quantity and position (internal or external)
USB Ports quantity supported and offered
DiagramaBloques_BHS_12M.pdf
Req 33
4.1. Quality Assurance
Id# Requirement CommentReq 34 The supplier must be able to demonstrate compliance to
all relevant ISO9000 standards.
Provide evidence of relevant certification held.
FULLY COMPLIANT
Req 35 The supplier shall take all necessary and reasonable steps
to address weaknesses exposed by the QA audits.
FULLY COMPLIANT
Req 36 The supplier shall maintain their own quality improvement
plan and quality audits in order to drive demonstrable
improvement in the quality of the service and solution.
These shall be regularly shared with TELEFONICA and
open to review at TELEFONICA request.
FULLY COMPLIANT
4.2. Initial Training
Id # Requirement Comment
Req 37 The Vendor shall provide suitable training for
TELEFONICA staff prior to commencement of its testing
phase. A draft syllabus shall be delivered to
TELEFONICA one week before the start of training.
Such training shall be sufficient to ensure that
TELEFONICA staff are able to:Understand the hardware and software implementation
FULLY COMPLIANT
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Id # Requirement Comment
(build).
Have an understanding of the function of the hardware
and software components.
Perform the tests on the hardware and software.
4.3. Security Requirements
Id # Requirement Comment
Req 38 It shall be provided full point to point response to the
attached document regarding Security Requirements
BHS-12M-L_Securityrequirements.docx
BHS-12M_Securityrequirements.docx
5. Testing & Acceptance (Certification and Field Trial)
The following requirements relate to initial solution acceptance. For all of the
requirements you must reference the technical environment that will be used to
manage the particular phase of testing.
Id # Requirement Comment
Req 39 The supplier will have one month after being selected to develop the
device and send to Telefonica for certification tests. Should any
failure been detected during the tests, the provider shall correct
them. In case the provider is not able to correct this fails after a
second trial, the vendor will be discarded.
FULLY
COMPLIANT
Req 40 For the local certification process, all Telefonica OBs will be selected
to perform laboratory tests.
FULLY
COMPLIANT
Req 41 The field trial will start three months after the awarding and estimated
duration will take one month.
FULLY
COMPLIANT
Req 42 All awarded vendors will be required to pass through
certification processes in local certification laboratories.
Failure in this process in one of the OBs might lead to
disqualification of the vendor for all OBs.
The vendor must pass through the local certification
process carried by the Countries, by the TR069
FULLY
COMPLIANT
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Id # Requirement Comment
certification process which will be carried by Motive
Laboratory (for LATAM), by Ericsson or Alter or
AT4Wireless or Centum or dBm or Tecnalia Laboratory
(for Spain) and Ericsson (for Chile)., and must passthrough third part certification lab (for Spain and Brazil).
Regarding the local certification:
The estimated cost of those homologations
(TR069 and third part lab) is 90k (Motive -
20k, Ericsson for Chile - 20k, Indra for Spain . -
20k, third part labs for Spain -30k) plus a third
part lab for Brazil costing R$40k.
It is required that the vendor delivers the BHS
homologated with the features required on the
RFQ (homologation of the first version of the
firmware and hardware of the BHS ready for
deployment)
In case that are detected bugs on the BHS during
the deployment, it is required for the vendor to
resolve those bugs and provide the new
certification for the BHS (if needed), in order to
assure that the BHS delivered is fully
homologated
The local homologation process will evaluate the
hardware (components, physical layer characteristics,
accessories, etc) and the software (user interface,
remote management, service implementation,functionality, bugs, etc). The Motive, Ericsson and Indra
lab homologation will verify the TR069 compliance for
implementation on Telefonica network of the BHS, and
for Spain and Brazil implementation third part labs will
evaluate hardware and software characteristics as well
(other countries will perform hardware and software
homologation on Telefonicas environment at each
country).
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Id # Requirement Comment
The vendor will be considered enabled to provide to
Telefonica, after its successfully passed through all
certification process.
Also, is required that the vendor fully commit and pass
through the regulatory certifications that are required on
the countries that the BHS will be delivered.
6. In Life ManagementTelefonica require that an appropriate End to End service based on the following
principles be delivered to for the Basic Home Station.
Principles
Clear identification of the BASIC HOME STATION elements.
Clear roles and responsibilities for the delivery of BASIC HOME STATION.
Clear documentation of all relevant BASIC HOME STATION elements.
Aims
Deliver the Basic Home Station with a clear ITIL-based service management methodology.
Eliminate grey areas of responsibility between TELEFONICA and the Supplier.
Construct a BASIC HOME STATION Schedule that can be updated as the BASIC HOME
STATION evolves.
6.1. General Supplier Management
Id # Requirement Comment
Req 43 The supplier shall ensure that the following key roles are
available and staffed with unconditional continuity:
Account manager. Technical responsible.
Test Manager.
The above roles shall be defined as Key Personnel for
the purposes of the Agreement.
FULLY COMPLIANT
6.2. In Life Change Management
The supplier must use a defined change methodology which should include or
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deliver:
High levels of right first time delivery based on agreed requirements using an agreed,
contractual SLA remedies for not achieving this will be specified within this RFQ.
Exceptional time to market for regular changes.
Clear documentation of all end to end new services and their implementation.
Extension of technical design to deliver the end to end service even if this means raising
dependencies on TELEFONICA or additional 3 rd parties and validating their elements of the
end to end design.
Clear visibility of future change roadmap and timescales.
Availability of business and technical change consultancy to look at viability of possible future
changes.
Prioritisation and delivery options for future changes.
Exploitation of current solutions to complement operational strategies and objectives.
Id # Requirement Comment
Req 44 The supplier must hold a clear set of architectural
principles for future change to be evaluated against.
These principles must be declared as part of the
contract and it is expected that they align to the key
objectives set out in this RFQ (quicker time to market,
lower cost, higher quality).
The principles must be agreed with TELEFONICA and
regularly reviewed.
FULLY COMPLIANT
Req 45 Describe how you would ensure that your changecapacity can scale to meet TELEFONICA s demands.
What constraints, if any, would you impose on
TELEFONICA ?
FULLY COMPLIANT. The
new capabilities that may
be required will be
analyzed on time, being
implemented in the
equipment in the shortest
time possible, respecting
the mutual commitments
and delivery forecasts.
Req 46 The supplier shall provide in life consultancy services to
TELEFONICA for future changes as part of the contract.
What key skills would you bring and how would you
apply them?
FULLY COMPLIANT. With
the partnership of Amper
the consultancy services
requested are assured as
we have enough
resources to provide
services to Telefnica as
requested in the RFQ.
Req 47 The supplier should fully test in life changes before
handover to TELEFONICA for user and acceptance
testing.The supplier should assume to adhere to the standard
FULLY COMPLIANT
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Id # Requirement Comment
conditions valid for all Telefonica OB countries
where the Service is deployed.
Act as an escalation point in relation to any
commercial issues that require management
intervention or attention.
Attend the Account Review meetings for
analyse and improve the relationship to
Telefonica.
Provide all the relevant reports including the
actions that the supplier carries out, when the
supplier commits planning delays or the
services fail.
Please provide the name of the Global AccountManager.
Technical and Service Delivery Manager/Relationship
manager
Req 52 The Supplier shall provide a Service Delivery Manager
as the prime interface between the Supplier and
TELEFONICA, who shall act as a single point of contact
where reasonably practicable, with overall responsibility
for all TECHNICAL aspects worldwide.
The Supplier shall provide a Service Delivery Manager
as the prime interface between the Supplier who shall
act as a single point of contact where reasonably
practicable, with overall responsibility for all TECHNICAL
aspects all over China.
The Technical and Service Delivery Manager will be
responsible for the following activities:
Manage and supervise the BASIC HOME STATION
developments to TELEFONICA . Ensure incidents and problems are managed and
resolved
Act as an escalation point in relation to any issues
which require management intervention or attention
Agree and manage changes and amendments to the
BASIC HOME STATION features in accordance with the
change procedure in collaboration with TELEFONICA .
Review the performance of the BASIC HOME
STATION with TELEFONICA using agreed review and
reporting toolsets.
Victor Domnguez
Richards (Technical
Director)
Jos Agustn Pars
Fernndez (Product
Manager
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Id # Requirement Comment
Ensure documentation is kept current and
disseminated accordingly to the relevant Persons
Please provide the name of the Service Delivery
Manager/Relationship Manager for Telefonica
Account Reviews
Req 53 The Supplier shall attend regular account reviews with
TELEFONICA .
Account reviews wil l review the overall effectiveness of
the service, service governance and the TELEFONICA
/Supplier relationship. They shall also review the medium
and long term roadmaps for the services and the
relationship.These shall be convened as required by TELEFONICA ,
generally 1 monthly.
The account reviews will be jointly Supplier and
Telefonica and the goal will be:
General review
On going actions
Corrective actions
State of all territories deployments
Telefonica will coordinate the meetings.
FULLY COMPLIANT
Escalation
Req 54 The Supplier shall provide escalation routes for
operational and for commercial issues for Telefonica .
FULLY COMPLIANT
Service Improvement Programme
Req 55 The Supplier shall operate an BASIC HOME STATION
improvement programme.
FULLY COMPLIANT
Req 56 Following the first Account review the Supplier shall
produce a BASIC HOME STATION improvement plan
which shall be an evolving document through the life of
the agreement and will capture input from accountreviews, satisfaction surveys and problem
management. The plan will be reviewed by
TELEFONICA during the regular Account Review. The
aim of this plan will be to improve quality of product
FULLY COMPLIANT
Management
Req 57 The supplier shall clearly identify all key personnel
working on the project, their role, competencies, past
experience and contact details. This information is
required for the RFQ response.
FULLY COMPLIANT
Victor Domnguez
(Technical Director)
Jos Pars (Product
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Id # Requirement Comment
Manager)
Valentn Arnanz
(Account Manager TdE)
Phone: 91 724 30 00 / 50
Req 58 The supplier must have a clear escalation procedure in
order that TELEFONICA can manage any impacts to
time, costs and quality during the project.
FULLY COMPLIANT
Amper as a ISO 9000
company and It has as
part of its Quality System
the internal change
control procedures in
order to control all the
changes performed in theproduct during the
development phase and it
aligned with the our
quality standards.
Req 59 The supplier shall identify a clear change management
procedure to manage any changes to the scope of the
project.
FULLY COMPLIANT
Ampers is an ISO
9000/9001 company and
have it own Quality
Assurance System, as
part of that system there
are a number of internal
procedures for change
control. These procedures
assure that any change
performed in the product
will have not impact on
the Quality of the product
itself.
Req 60 The supplier shall be responsible for ensuring that allend user requirements are reasonably understood and
any compromises or gaps from the current solution are
clearly identified, described and agreed with
TELEFONICA
FULLY COMPLIANT
6.5. Operational Reporting Requirements
Id # Requirement Comment
Req 61 The Supplier shall provide ways of recovering damaged
devices. This could be done by a local partner or local
FULLY COMPLIANT
In case of an epidemic
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Id # Requirement Comment
infrastructure from the Supplier.
If Telefonica request to do it by ourselves, supplier
should transfer the related knowledge and skills to
Telefonica
problem in the product
delivered and depending
of the kind of problem
there are two possible
ways to proceed: If it is
determined that the
problem can be fixed by a
SW upgrade we will
performer locally. If the
problem has to be fixed
by a change in the HW
this will be done in the
factory in order to assure
the quality standard ofour company.
6.6. Incident Management
Id # Requirement Comment
Req 62Supplier will provide the capability for TELEFONICA to
log incidents and view / request progress updates via
TELEFONICA s fault management system.
FULLY COMPLIANT
Amper will provide
Telefnica with the
resources needed in
order to assure that
incident and problems
can easily reported and
that a follow up is put in
place.
Req 63Q: Describe the methods that will be made available by
Supplier for TELEFONICA to raise support calls and
view / request progress updates.We suggest via web site, green telephone number and
Amper offer Telefnica
with two alternatives:
Web site and
Mailbox
Req 64All incidents reported by TELEFONICA shall be logged
by Supplier in an incident management system. Each
incident will be assigned a unique reference number by
TELEFONICA which will be kept as part of the case title
when logged by Supplier to make cross referencing
between Supplier and TELEFONICA easier. This
reference shall be quoted in all correspondence between
FULLY COMPLIANT
In the following there is
brief description of the
solution proposed for the
management of incident
and problems.
The tool proposed is
based on Internet by
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Id # Requirement Comment
TELEFONICA and Supplier. Supplier shall provide
TELEFONICA with its reference number so that
TELEFONICA can record that on the TELEFONICA
records
mean of a specific WEB
site. This site will have a
secure access and a valid
user and password will be
required for login into.
Once the user is logged
into the page, He/she will
be guide throw a number
of menus and forms that
need to filled it in order to
store, track and follow up
the incident.
In that respect the user
will be requested to enterinformation such :user
name, location , country,
brief description of the
problem or incident, level
of severity of the problem
(on a range of 1-10), other
relevant information that
would help to speed up
the solution of the
problem will be requested
to the user. Once the user
has finished to enter of
the information a ticket
with a number of incident
will be assigned and the
time stamp will be
displayed (both local time
and country of origin
time) at that point the
clock runs for resolution
Depending of the level of
severity of the incident or
problem the response
time will be determined.
In general terms the time
for resolution is maximum
16 hours from (Monday to
Friday) and 48 hours in
case of Saturday and
Sunday.
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Id # Requirement Comment
Once the answer for the
resolution has been
provided to Telefnica the
clock stops and finally
with the ACK of
Telefnica the
incident/problem is
closed.
At any point of time the
user can log into the
system and check for
status of the resolution
by means if the number of
incident.
Req 65Q: State what hours the support service available and
the hours for logging incidents and gaining updates.
The log system of
incidents and the answer
will work through the Web
site and the Mailbox (24
hours). For more
information please see
answer to Req. 62 above.
Req 66
Supplier shall ensure that incidents and events loggedthrough any one of its support centres can be accessed
and updated by any agent in any support centre as
required to provide the required support cover to
TELEFONICA
Our Web site is
transparent to the user
and it will allow any user
of Telefnica to check in
real time the status of
resolution for any
incident.
Req 67Q: State what provisions are made for handling high
priority incidents outside these hours?
In due course it will be
provided a green
telephone with centralizedattention in Spain.
Req 68Q: Provide an overview of the call logging and
management process that shall be deployed to provide
this service and details of the information that will be
requested from TELEFONICA upon logging a call.
A brief description of the
process proposed has
been included in our
answer to Req. 64 above.
Further more detailed
information can be
provided to Telefnica
upon its request.
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Id # Requirement Comment
Req 69Call priorities shall be assigned by TELEFONICA at time
of logging. In the event of a dispute over priority,
TELEFONICA s assignment will be accepted until
agreement is reached.
See TELEFONICA s incident priority guidelines are
stated below Incident Priority Guideline Definition
Table.
FULLY COMPLIANT
Req 70Supplier shall operate to the incident response and
restoration targets defined in the table at the end of this
section Incident Response and Restoration Targets.
FULLY COMPLIANT
Req 71For the purposes of measuring the service levels from
Supplier, the incident clock shall start when the incident
is reported to Supplier by TELEFONICA .
FULLY COMPLIANT
Req 72The incident clock is stopped when an acceptable
resolution has been provided to TELEFONICA . If a
resolution transpires to be not reasonably acceptable to
TELEFONICA then upon being informed by
TELEFONICA Supplier will re-start the clock from the
previous time when it was stopped (note, not re-start the
clock)
FULLY COMPLIANT
Req 73Incidents are only closed once confirmation has been
given by TELEFONICA that the solution has resolved
the initial incident.
FULLY COMPLIANT
Req 74Where Supplier needs further information or actions
from TELEFONICA then Supplier may stop the incident
clock from the point that the request has been made to
TELEFONICA to the point that a response has been
received.
FULLY COMPLIANT
Req 75Provide an overview of your major incident process.
At present we have an
experience of more than 6
years in Call Center for
the incidences of the
current equipment
supplied to Telefnica
(Router Wifi 4 port and
Router 1 port, USB and
PLC adaptors, Dect
Phone (Famitel), etc.)
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Incident Priority Guideline Definition Table .
Priority Impact Business Impact
1 All Major incidents. That kind of incidents not allowing to properlyoperate the BASIC HOME STATION
2 All Medium incidents. Incidents disturbing the suitable operation or
working of the BASIC HOME STATION
3 All Minor incidents. Incidents with low impact in the suitable operation
or working of the BASIC HOME STATION, and improvements in
operation and working
Incident Response and Restoration Targets.
Priority Response Time Restoration Support Hours
Priority 1 24 hours 72 hours Standard Support Hours*
Priority 2 48 hours 5 working days Standard Support Hours*
Priority 3 72 hours 10 working days Standard Support Hours*
* Standard support hours are 08:00-20:00 Monday to Friday excluding bank holidays
6.7. Problem Management
Id # Requirement Comment
Req 76 Supplier shall operate a problem management process,
where problems are the underlying causes of single or
multiple incidents. Problems may also be identified as
underlying causes of possible future incidents.
FULLY COMPLIANT
As stated above in our
answer to Req. 64 a
complete incident
management is offered to
Telefnica. The result for
the incidents is internally
evaluated using metricsof quality for the
responsible of Quality
assurance in Amper
following our internal
quality standards. As a
minimum the following
processes have to be
met:
1.- Analysis of possible
causes of failures
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Id # Requirement Comment
2.- Analysis if the problem
is a individual problem or
not.
3.- Application of test
cases
4.- Most likely cause of
problem and resolution
5. Follow up.
Req 77 Q: Describe your approach to problem management. Analysis to know the
incidence range and
determinate the adequate
solution.Req 78 Where a permanent fix is required to an incident that has
been closed because an acceptable temporary fix or
workaround has been provided then, a problem is raised
to manage the delivery and deployment of the
permanent fix.
FULLY COMPLIANT
Req 79 Problems are raised for all P1s.Supplier shall provide
root cause reporting for any P1 incident that has been
diagnosed as being the responsibility of Supplier to
resolve. These shall be provided within 3 working days
of the fault occurring and shall be forwarded to the
contact point defined in the operational procedures. The
format and content of the report shall be as agreed in
the operational procedures and shall as a minimum
contain:
Incident Ticket number.
Severity Level of the incident.
Service that is affected (e.g. the portion of the software
affected and the potential impact on End Users);
Cause of the incident (if known);Corrective procedure undertaken.
Any follow up actions to ensure the incident will not
happen again.
FULLY COMPLIANT
6.8. Release Management
Id # Requirement Comment
Req 80Q: Describe your approach to release management.
For the product proposed
it is foreseen a no changeon the HW of the
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Id # Requirement Comment
equipment will be needed
during the life cycle of the
product. Each new SW
release will be tested
internally and released to
Telefnica for further
testing, validation and
approval.
Once the release is
formally approved it will
be released for
production.
All the SW releases will
be tested in the lab.Telefnica decides the
environment desired.
Req 81Any maintenance releases will have no adverse impact
on existing system functionality or operability.
FULLY COMPLIANT
Req 82At time of release the Supplier shall outline the steps by
which subsequent changes required to the live solution
shall be moved from a development environment to a
reference environment and finally into a liveenvironment. In addition, the supplier shall provide
documented evidence of the testing that took place,
along with the pass/fail information, and a proven.
Tested rollback procedure in the event of unsuccessful
deployment.
FULLY COMPLIANT
Req 83Supplier shall indicate if future deployments can be
carried out automatically.
FULLY COMPLIANT
A new SW release will not
be released to production
without the prior approvalof Telefnica.
Req 84Supplier shall supply TELEFONICA with Releases in
machine-readable form together with related
amendments to the Documentation when and if made
generally available. With each Release the Supplier will
provide the release notes that would allow an
appropriately trained TELEFONICA technical resource to
understand the nature of the Release and technicalimplications when appropriate. These Release notes
FULLY COMPLIANT
In SW release will include
all necessary
documentation according
to our standards of
quality including but not
limited to the new
functionality.
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Id # Requirement Comment
must include the software version, with all the
functionalities that have been added, removed or
modified.
Req 85Once under a maintenance agreement, Supplier shall
highlight where upgrades to new s/w versions have
dependencies on other areas of software or hardware
(e.g. changes to required o/s or hardware
specifications).
FULLY COMPLIANT
The project is foreseen in
such a way that any SW
release will be backward
compatible as a unique
HW version for the
equipment has been
developed
Req 86Q: Identify the types of releases which are included in
the maintenance service and any which may be subject
to additional charges.
Not applicable
Req 87Q: Provide details of your routine maintenance release
timetable.
Not applicable
Req 88Q: Provide an overview of your approach to testing and
release management for maintenance releases and
fixes.
Not applicable
Req 89When upgrades are provided to TELEFONICA , Supplier
shall verify the revised software stack to their greatest
extent, so that TELEFONICA only need to conduct that
testing that is directly relevant to the TELEFONICA
environment.
FULLY COMPLIANT
6.9. Availability ManagementId # Requirement Comment
Req 90Supplier is responsible for management of the
availability of the products and services provided to
TELEFONICA .
The Supplier products shall be available 24x7x365.
FULLY COMPLIANT
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6.10. Support and Maintenance
Id # Requirement Comment
Req 91 Q: The Supplier should provide an outline description of
their support & maintenance service.
Local SupportThe supplier should provide local support on the
geographical locations from which TELEFONICA will
execute the Technical Qualification.
The supplier must provide local support in the
geographical locations where TELEFONICA will deploy
their BASIC HOME STATIONs.
For Telefnica Espaa the support location for
technology validation and certification will be Madrid.
For Telefonica the support area for commercial
operation will be all the Telefonica Group territories.
For Telefonica LATAM the support location for
technology validation and certification and the support
area for commercial operation will be in all countries
where Telefonica provides Fix Broadband service,
currently Brazil, Argentina ,Chile; Colombia, Per
For Telefnica O2 the support location for technology
validation and certification will be in London for UK and
and Prague for Czech Republic..
FULLY COMPLIANT.During the certification
process Amper will
assign technical
engineers for supporting
Telefnica any query or
aspect related to the
certification.
Req 92 It is required that the supplier provides local professional
services on the geographical location from which
Telefonica will execute the Technical Homologation.
This local professional service shall be provided by the
presence of a technician from the supplier placed at the
same site from Telefonica testing/homologation team, in
order to help to identify and resolve problems during the
homologation for a quick response time and
effectiveness of solutions. This technician will be
responsible for:
Identify and map problems that appears during
homologation tests those activities will be done
together with Telefonica team
Propose solution to the identified problems and try
to solve the problems on site
Interface with development team from supplier in
order to provide de most detailed problem report
as possible and to get the feedback and implement
the fixes proposed by this team
The local professional service is required for the local
FULLY COMPLIANT
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Id # Requirement Comment
homologation tests of the BHS and for homologation of
new Software releases.
For the first homologation of the BHS box, it is
required that the technician be present during all
the homologation phase since the day 1 of the
tests to the last day of the homologation unless the
OB indicates a shorter period
For new software (firmware) releases, it will be
required the presence of the technician if during
the tests are detected complex resolution
problems or if detected that the remote resolution
is not been provided with adequate time and
quality
o This diagnostic of local professional serviceduring the validation of new software releases
should be agreed between both parts
o After agreement, the technician should be
present on Telefonica facilities no later than 5
working days from the agreement to the arrival
and should be present for the remaining time of
local homologation
Req 93 The LEVEL 1 technical support team must use the
country native language where Telefnica will execute
the Technical Qualification.
Portuguese for Telefonica Brazil, Spanish for other
LATAM countries and English for European countries.
The LEVEL 2 and 3 technical support could be done in
English or Spanish for Telefonica OBs.
FULLY COMPLIANT
Req 94Telefnica require the next support dedication:
Technical Qualification Phase: equivalent
dedication of 5x8 resources (5 days a week x 8
hours a day).
Commercial Phase: equivalent dedication of
5x4 resources (5 days a week x 4 hours a day)
One person will be
assigned for answer anyquestion or query
Telefnica could have in a
5x8 duty.
Req 95The supplier could handle the inbound call through the
next methods:
Call centre. Toll-free number to send incidents
and support request.
Web site design to send incidents and support
The method Amper will
use is WEB site.
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Id # Requirement Comment
request.
Email. Mailbox to send incidents and support
request.
Application Support
Req 96 The Supplier shall provide support for all solution
components.
FULLY COMPLIANT.
Software Management
Req 97 Q: The supplier should provide an outline description of
t