Request for Proposal (RFP) Comprehensive IT Services Management National Bank for Agriculture and Rural Development (NABARD) Head Office, DIT, 5 th Floor ‘C’ Wing, Bandra Kurla Complex Bandra (E), Mumbai 400 051
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Request for Proposal (RFP)
Comprehensive IT Services Management
National Bank for Agriculture and Rural Development (NABARD)
Head Office, DIT, 5th Floor
‘C’ Wing, Bandra Kurla Complex
Bandra (E), Mumbai 400 051
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RFP for Comprehensive IT Services Management:
Part A : Table Of Contents
1. About NABARD ............................................................................................................................. 6
2. Request for Bids .............................................................................................................................. 6
2.1. Schedule of Events: ......................................................................................................................... 7
2.2. Bid Validity Period .......................................................................................................................... 8
2.3. Disclaimer ........................................................................................................................................ 8
2.4. Confidentiality ................................................................................................................................. 8
2.5. Costs to be borne by Bidders ........................................................................................................... 9
2.6. Earnest Money Deposit.................................................................................................................... 9
2.7. No Legal Relationship ................................................................................................................... 10
2.8. Recipient Obligation to Inform Itself ............................................................................................ 10
2.9. RFP submission: ............................................................................................................................ 10
2.10. Queries regarding “Request for Proposal” .................................................................................... 11
2.11. Bid Currency.................................................................................................................................. 11
2.12. Evaluation of Offers ...................................................................................................................... 11
2.13. Bidder’s Eligibility Criteria & Supporting Documents ................................................................. 12
2.14. Other Important Points on Bidder Eligibility ................................................................................ 15
2.15. Selection Procedure ....................................................................................................................... 15
2.16. Errors & Rectification.................................................................................................................... 16
2.17. Technical Bid Evaluation .............................................................................................................. 16
2.18. Part A: Evaluation Matrix for Bidder’s Technical Profile: ........................................................... 16
2.19. Part B: Evaluation of Conformity to SoW..................................................................................... 21
2.20. Part C: Presentation ....................................................................................................................... 22
2.21. Commercial Bid Evaluation .......................................................................................................... 22
2.22. Payment ......................................................................................................................................... 23
2.23. Special Note:.................................................................................................................................. 23
Part B: Technical Component ...................................................................................... 24
3. Present Setup in NABARD ................................................................................. 24
3.1. Data Center .................................................................................................................................... 24
3.2. Disaster Recovery Site................................................................................................................... 24
3.3. Corporate Network ........................................................................................................................ 24
3.4. Firewall for All ROs ...................................................................................................................... 25
3.5. Network Devices ........................................................................................................................... 25
3.6. Services .......................................................................................................................................... 25
4. Scope of Work................................................................................................... 25
4.1. Project Objectives and Requirements ............................................................................................ 25
5. Detailed Requirements ..................................................................................... 27
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5.1. Annual Maintenance Contract (AMC) .......................................................................................... 27
5.2. Desktop Management .................................................................................................................... 29
5.3 Asset/Configuration/License Management ................................................................................... 30
5.4 Patch Management......................................................................................................................... 31
5.5 Domain Services Management ...................................................................................................... 33
5.7 Storage Management ..................................................................................................................... 35
5.8 Data Center and Server Management ............................................................................................ 36
5.9 Network Management Services ....................................................................................................... 38
5.10 IT Security Management ............................................................................................................... 41
5.12 Data Base Administration .............................................................................................................. 47
5.13 Vendor Management ..................................................................................................................... 50
5.14 Help/Service Desk Services Management ..................................................................................... 51
5.15 Non-Delivery of Services / PENALTIES & SLAs........................................................................ 52
5.16 Covering for Absence of FM Services .......................................................................................... 53
5.16 Miscellaneous Activities to be taken up by Vendor ...................................................................... 56
5.17 Staffing/ Skill-Set / Qualification / Experience /Knowledge Sharing ........................................... 63
6. Service Window............................................................................................................................. 69
6.1 Miscellaneous services .................................................................................................................. 70
7. General Terms and Conditions:............................................................................. 71
7.1 Definitions ..................................................................................................................................... 71
7.2 Use of Contract Documents and Information ................................................................................ 71
7.3 Governing language ....................................................................................................................... 72
7.4 Commercial Terms ........................................................................................................................ 72
7.5 Applicable laws ............................................................................................................................. 72
7.6 Intellectual Property Rights ................................................................................................................. 73
7.7 Force majeure ................................................................................................................................ 73
7.8 Performance Guarantee ................................................................................................................. 73
7.9 Forfeiture of performance security ................................................................................................ 77
7.10 Indemnity ....................................................................................................................................... 77
7.11 Termination.................................................................................................................................... 77
7.12 Resolution of Disputes................................................................................................................... 78
*********************************************************************************
Annexure - I : Eligibility Bid – Covering Letter.......................................................................................... 79
Annexure – II : General Information about Bidder...................................................................................... 81
Annexure - III : Response to the Minimum Eligibility Criteria ....................................................... 82
Annexure – IV : Declaration Regarding Clean Track Record ................................................................. 87
Annexure – V : Response to the Technical Bid.......................................................................................... 88
Annexure – VI : Statement of Deviations .................................................................................................... 94
Annexure –VII : Letter of Competence ....................................................................................................... 95
Annexure - VIII : Power of Attorney........................................................................................................... 96
Annexure – IX : Letter of Conformity ......................................................................................................... 97
Annexure – X : Letter of Conformity for the Hardcopies ........................................................................... 98
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Annexure – XI : Commercial Bid - Covering Letter ................................................................................... 99
Annexure – XII : Response to the Commercial Bid .................................................................................. 100
Annexure – XIII : Performance Bank Guarantee....................................................................................... 103
Annexure XIV : Manufacturer Authorization Letter ................................................................................. 106
Annexure - XV : Resource Deployment Plan ........................................................................................... 107
Annexure – XVI : Bank Guarantee in Lieu of Earnest Money Deposit for Tenderer/Bidder ................... 108
Annexure – XVII : Letter of Indemnity and Undertaking ......................................................................... 110
ANNEXURE - XIX : PRE CONTRACT INTEGRITY PACT................................................................ 113
Annexure - XX : Letter of Authorization.................................................................................................. 120
Appendix – I : NABARD Offices – Locations and Addresses.................................................................. 121
Appendix - II: Wide Area Network Setup in the Bank.............................................................................. 125
Appendix III: Number of Engineers Estimated for Delivery of ITSM...................................................... 127
Appendix IV: Abbreviations used in this RFP .......................................................................................... 128
Appendix V – Complete Inventory List of IT Assets / Equipment ........................................................... 129
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1. EXECUTIVE SUMMARY
National Bank for Agriculture and Rural Development (NABARD) is interested in introducing a
COMPREHENSIVE IT Service Management (ITSM) for delivering and managing various IT infrastructure
services in the organization. The approach towards delivery of these services should follow ITIL v3
framework.
Following IT Services will be introduced:
1. AMC for Computers and Peripherals
2. Desktop Management
3. Asset-configuration-license Management
4. Patch Management
5. Domain Services Management
6. File Services Management
7. Storage Management
8. Data Center and Server Management
9. Network Management
10. IT Security Management
11. DBA Services
12. Vendor Management
13. Help/Service Desk Management
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Part A:
1. About NABARD
National Bank for Agriculture and Rural Development (NABARD) is an apex development bank in
India having headquarters based in Mumbai (Maharashtra) and other branches are all over the
country. The complete list of offices of NABARD is given in the Appendix I.
The Committee to Review Arrangements for Institutional Credit for Agriculture and Rural
Development (CRAFICARD), set up by the Reserve Bank of India (RBI) conceived and recommended
the establishment of the National Bank for Agriculture and Rural Development (NABARD).
NABARD was established on 12 July 1982 by a special act by the parliament and its main focus was
to uplift rural India by increasing the credit flow for elevation of agriculture & rural non-farm sector
and completed its 25 years on 12 July 2007. It has been accredited with "matters concerning policy,
planning and operations in the field of credit for agriculture and other economic activities in rural
areas in India".
2. Request for Bids
NABARD invites sealed proposals/offers (Technical bid and Commercial bid) from eligible, reputed
Service Providers for a Comprehensive IT Service Management (ITSM). The period of contract will
be minimum three years which is extendable to additional two years.
The Request For Proposal(RFP) documents can be downloaded from www.nabard.org after the
published date and interested vendors can submit the proposals as outlined in the RFP along with
a non-refundable fee of Rs. 5000/- (Rs. Five Thousand only) by Demand Draft drawn in favour of
NABARD payable at Mumbai.
The RFP document contains statements derived from information that is believed to be relevant at
the date, but, does not purport to provide all of the information that may be necessary or desirable
to enable an intending contracting party to determine whether or not to enter into a contract or
arrangement with NABARD. Neither NABARD nor any of its employees, agents, contractors, or
advisers gives any representation or warranty, express or implied, as to the accuracy or
completeness of any information or statement given or made in this document. Neither NABARD
nor any of its employees, agents, contractors, or advisers has carried out or will carry out an
independent audit or verification exercise in relation to the contents of any part of the document.
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2.1. Schedule of Events:
RFP Reference Number Ref.No.NB.DIT/773/DIT-102/2016-17 dated 30th November 2016
1 Purpose The purpose of this RFP is to invite techno-commercial bids from Private/Public Ltd Companies/Public undertaking/partnership Vendors, for the scope of software solution fulfilling the functionalities as outlined in the Scope of Work of this
document.
2 Cost of Tender `5,000/- (Rupees Five Thousand Only) in the form of
Demand Draft.
3 EMD `10,00,000/-(Rupees Ten Lakh Only) to be submitted as Bank
Guarantee/Pay Order/ Demand Draft drawn on Commercial bank in favour of NABARD
4 No. of Envelopes (Non window &
sealed) to be submitted
Two (2) Envelopes
Envelope 1 containing: 1. Technical Bids as per Annexure I.
(Submit 1 hard copy and 1 soft copy in CD) 2. DD towards cost of tender & DD/BG/Pay Order for EMD.
Envelope 2 containing:
Commercial Bid as per Annexure II (Only one bid to be kept). (Submit 1 hard copy and 1 soft copy in CD)
5 Last Date of Submission of Bids 22nd Dec 2016, 1500 hrs
6 Date, Time and Venue of opening of
Technical Bids, except Commercial
Bids.
23rd Dec 2016, 1500 hrs Department of Information Technology, Fifth Floor, C Wing,
NABARD, Head Office, C-24, G-block, Bandra- Kurla Complex, Bandra – (East), Mumbai 400051
7 Last Date of query Submission 6th December 2016, 11:00 hrs
8 Pre-bid meeting 7th December 2016, 11:00 hrs
9 Bid Validity 270 days from the last date of submission.
10 Address for submission of Bids Chief General Manager, Department of Information Technology, Fifth Floor, C Wing, NABARD, Head Office, C-24, G-block, Bandra - Kurla Complex Bandra (East), Mumbai 400051
11 Contact Persons : A M Yadav, GM – 022-26539723 Tarannum Aazmi , AGM – 022-26539683 Jaskirat Singh, Manager – 022-26539662 / 9004891481 Sharmil Mallick, AM – 022-26539188 Jawahar Ponnuthurai, DA – 022-26539168 Email : [email protected]
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NABARD reserves the right to change the dates mentioned above.
i. Please note that all the information requested to be submitted in specific formats have to be
provided only in the form and formats given in the RFP.
ii. Responses should contain all the necessary information and incomplete information may lead to
rejection of bids.
iii. Bidders must have close watch on our website during the intervening period before and after
submitting response to RFP as subsequent changes/clarifications, if any, related to RFP will only be
posted on the web site.
iv. Bidders must plan for presentation and site visit well in advance as NABARD may undertake the
same immediately after submission of bids.
2.2. Bid Validity Period
The proposal must remain valid and open for evaluation for a period of at least 270 days from the
last date of submission (or extended last date of submission) of RFP.
2.3. Disclaimer
This bid is not an offer by NABARD, but an invitation to receive offer from Service Providers. No
contractual obligations whatsoever shall arise from the bid process unless and until a formal
contract is signed and executed by duly authorized officers of NABARD with the Service Provider.
The Service Provider is however bound to maintain and continue this conditionality provided in
the RFP document.
2.4. Confidentiality
i. The details of the proposed service shall be treated as confidential information between NABARD
and Vendor/Bidder. Any such information shall not be passed on in part or in full to any third party
without NABARD’s prior written approval.
ii. Notice or other communications given or required to be given under the Contract shall be in writing
and shall be hand-delivered with acknowledgment thereof, or transmitted by prepaid registered
post or by recognized courier, or by facsimile, provided that where such notice is sent by facsimile,
a confirmation copy shall be sent by pre-paid registered post or by recognized courier within five
days of the transmission by facsimile, to the address of the receiving party by the other in writing,
provided any change of address has been notified at least ten days prior to the date on which such
notice has been given under the terms of the contract.
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iii. Any notice or other communications shall be deemed to have validly given on date of delivery if
hand-delivered; if sent by registered post or by recognized courier, then on the expiration of seven
days from the date of posting; and if transmitted by facsimile, then on the next business date after
the date of transmission.
iv. The Successful bidder shall not, without NABARD’s prior written consent, disclose the Contract, or
any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished
by or on behalf of NABARD in connection therewith, to any person other than a person employed
by the Successful bidder in the performance of the Contract. Disclosure to any such employed
person shall be made in confidence and shall extend only as far as may be necessary for purposes
of such performance.
v. The Successful bidder shall not, without NABARD’s prior written consent, make use of any
document or information pertaining to this contract except for purposes of performing the
Contract.
vi. The bidder either during the term or after the expiration of this contract shall not disclose any
proprietary or confidential information relating to the project, the services, this contract, or
NABARD’s business or operations without the prior written consent of NABARD.
2.5. Costs to be borne by Bidders
All costs and expenses incurred by Respondents in any way associated with the development,
preparation, and submission of responses, including but not limited to; the attendance at
meetings, discussions, demonstrations, etc. and providing any additional information required by
NABARD, will be borne entirely and exclusively by the Respondent.
2.6. Earnest Money Deposit
i. All bids must be accompanied by an Earnest Money Deposit (EMD) for an amount of Rs.
10,00,000/- (Rupees Ten Lakh) in the form of Demand Draft / Pay Order drawn in favour of
NABARD payable at Mumbai. The EMD can also be given in the form of a Bank Guarantee
for an equal amount from a scheduled commercial bank drawn in favour of NABARD
payable / enforceable at Mumbai. The EMD must be a part of the Technical bid and should
be in a separate cover. The offers received without EMD or Bank Guarantee in a format
other than the one prescribed by NABARD in the tender document will be rejected.
Submission of the EMD with the commercial bid will be rejected on the grounds of non-
submission of EMD.
ii. Unsuccessful Bidder’s bid security will be discharged upon the Bidder signing the Contract
and submitting the Performance Bank Guarantee.
iii. The successful Bidder’s bid security will be discharged upon the Bidder signing the Contract
and submitting the Performance Bank Guarantee.
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iv. The bid security may be forfeited in the following scenario :
a. In case the bidder withdraws its bid, for any reasons whatsoever, prior to the validity
period of bid as specified by the bidder or
b. In case the successful bidder fails to accept and sign the contract for any reason
whatsoever; or
c. In case the successful bidder fails to provide Performance Bank Guarantee as per
format within 30 days from the date of placing the order by NABARD or signing of
the contract, whichever is earlier, for any reason whatsoever.
2.7. No Legal Relationship
No binding legal relationship will exist between any of the Respondents and NABARD until
execution of a contractual agreement.
2.8. Recipient Obligation to Inform Itself
The Recipient must conduct its own investigation and analysis regarding any information contained
in the RFP document and the meaning and impact of that information.
2.9. RFP submission:
RFP document submission is required to be done as under:-
i. The response to the present bid will be submitted in two parts, Technical Bid containing the
General Terms and Conditions including compliance to Technical Specifications and the other one containing the Commercial Bid on or before 22nd December 2016 at 1500 Hrs. The bidder will have
to submit the Technical Bid and Commercial Bid portion of the Bids separately. ii. Technical Bid should be submitted in sealed non-window envelope duly super scribing
“Ref.No.NB.DIT/773/DIT-102/2016-17 dated 30th November 2016 Comprehensive IT Services Management - “Technical Bid”. A soft copy should also be submitted in the envelope.
iii. Commercial Bid should be submitted in sealed non-window envelope duly super scribing “Ref.No.NB.DIT/773/DIT-102/2016-17 dated 30th November 2016 Comprehensive IT Services Management - “Commercial Bid”. A soft copy should also be submitted in the envelope.
iv. Each page of the technical as well as commercial bid and any supplementary document attached, if any, should have the signature and the seal of an authorized person (having the
authorization / power of attorney etc. to sign on behalf of the organization). The authorization should be given in the format given in Annexure XX.
v. The price finalized shall remain valid for a period of 36 months from the date of such finalization. vi. Technical Bid will also contain the bidder’s information in the format as given in bid document.
vii. Technical Bid should NOT contain any pricing or commercial information at all. viii. The bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person duly
authorized to bind the bidder to the contract. The authorization shall be indicated by written power of attorney accompanying the bid. All pages of the bid except un-amended printed literature shall be initialled by the person or persons signing the Bid.
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ix. The bid shall contain no interlineations, erasures or over writing except as necessary to correct
errors made by the bidder, in which case such corrections shall be initialled by the person or persons signing the bid.
x. The bidder should quote the price for each item as per the format given in the Annexure. xi. Any bid received by NABARD after the deadline for submission of bid prescribed by NABARD, will
be rejected and/or returned unopened to the bidder, if bidder desires so. xii. Faxed/Emailed copies of any submission are not acceptable and will be rejected by NABARD. xiii. If the submission does not include all the required information and documents or is
incomplete, the proposal is liable to be rejected. xiv. All submissions, including any accompanying documents, will become the property of
NABARD. Bidders shall be deemed to license, and grant all rights to NABARD to reproduce the whole or any portion of their submission for the purpose of evaluation, to disclose the contents of the submission to other bidders and to disclose and/or use the contents of the submission as
the basis for processing of RFP, notwithstanding any copyright or other intellectual property right that may subsist in the submission or accompanying documents.
xv. At any time prior to the deadline for submission of bids, NABARD, for any reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, modify the Bidding documents by amendments.
xvi. Bidder has to bring two copies of PRE CONTRACT INTEGRITY PACT(Annexure XIX ) at
time of submission of bid. The pact has to be signed by the person authorized through a Board
resolution of the Company. In case, the person so authorized is not the CEO of the Company,
then the word CEO may be struck off and the designation of the authorized person may be
mentioned. Pact has to be signed at the time of submission of Bid. 2 Integrity Pact has to be
executed on a stamp paper of Rs 100/- at Mumbai.
2.10. Queries regarding “Request for Proposal”
Bidders are required to direct all communications related to this RFP, at
Chief General Manager,
Department of Information Technology, Fifth Floor, C Wing, NABARD, Head Office,
C-24, G-Block, Bandra - Kurla Complex Bandra (East), Mumbai 400051 Contact Telephone Numbers (022) 2653 9662, 2653 9696 Fax No. :(022) 26530087 E-mail id : [email protected]
2.11. Bid Currency
All prices shall be expressed in Indian Rupees only.
2.12. Evaluation of Offers
Each Recipient acknowledges and accepts that NABARD may in its absolute discretion apply
selection criteria specified in the document for evaluation of proposals for short listing / selecting
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the eligible vendor(s). The RFP document will not form part of any contract or arrangement, which
may result from the issue of this document or any investigation or review, carried out by a
Recipient.
2.13. Bidder’s Eligibility Criteria & Supporting Documents
The bidders will be assessed as per the pre-qualification criteria defined in the Tender Document.
Only the bidders who qualify pre-qualification shall be eligible for technical evaluation. Non-
conforming Bids will be rejected and will not be eligible for any further processing. A pre-
qualification criterion is as below:
Sr.
No.
Basic
Requirement Requirement
Documents Required
A. Bidder Profile
1
Legal Entity
The Bidder should be a company registered in India
and under the Companies Act 1956. Certification of
Incorporation to be submitted
Certificate of Incorporation or
Partnership Deed
2 Registered with the Service Tax Authorities
Registration Certificate
3 Should have been operating for the last 10 years as
of 31st March 2016
Authentic certificate from the
practicing fellow member of
Institute of Chartered
Accountant of India (FCA).
4
Geographical
Presence
The Bidder should have their registered office in
India
Copy of registration certificate
5
Bidder should have its offices in at least 10 State
Capitals in India. Specify locations and addresses
along with details of office in charge. Submit List of
offices with addresses signed by authorized
signatory
Declaration from the
authorized signatory along
with the address, phone
number and contact person of
the location.
6 Total Turnover
& Profit
The Bidder should have been in business at least for
a period of 10 years in India and have revenue of at
least INR 300 crores in the past 3 financial years as
of 31st March 2016
Audited balance sheet and
profit & loss account
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7
The bidder should have been maintaining positive
networth and making net profit of minimum INR. 50
crores for the last three (3) financial years as of 31st
March 2016
8 Certifications
Bidder should have the following valid certifications
as on date of submission of the Proposal and should
have been certified for the past 3 years. Copy of the
Certificates to be attached with the proposal:
ISO 20000-1: 2011
ISO 9001
ISO 27001:2005
Copy of certification which is
valid on date of submission.
9
Manpower
Strength
The Bidder should have strong capabilities in
providing support framework using ITIL process.
Should have employed more than 30 ITIL certified
professionals
Proof / undertaking from the
Authorized signatory to be
submitted
10
Bidder’s remote infrastructure should have
minimum 2000 qualified personnel for delivering
similar support services
11
The bidder should have minimum 2000 qualified
support engineers having BE/B.Tech/MCA in
IT/Computer Science/ Electronics &
Communication/Electronics or higher on company
payroll as on submission of bid.
12 Labor Laws
The Bidder should give an undertaking that it is
following minimum wages act and other directives
of the Government, as applicable for all employees
associated with this project, from time to time.
Declaration on letter head of
the company from the
authorized signatory duly
singed and stamped
13
The company or any of its subsidiaries / related
legal entities should have never been
blacklisted/barred (temporary or
permanent)/disqualified by any regulator
/statutory body / public sector undertaking in
India or Internationally. The bidder must give a
declaration to this effect on its letterhead.
Self declaration certificate by
authorized signatory as per
the format given in Annexure
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B. Relevant Past Experience of the Bidder
14
Technical
Strength
The Bidder should be in the business of IT
Services/AMC/FMS for at least 10 years as of 31st
March 2016
Memorandum and Articles of
Association or Copy of Work orders
confirming only year and Area of
activity
15
Bidders client list include banks, FIs,
Government Undertakings, and other reputed
organizations.
Declaration from bidder listing at
least 5 such major clients.
16
The Bidder should be a leading Information
Technology (IT) Services Company with IT
Services as its main business
Authentic certificate from the
practicing fellow member of
Institute of Chartered Accountant
of India (FCA) clearly showing the
IT services revenue.
17
Bidder should have remote infrastructure
management capabilities and have facilities
which are certified with ISO 20000/ISO 27001:
2005 for the past 4 financial years.
ISO certificates for remote center
or declaration on the company
letter head by authorized signatory
duly singed and stamped
18
Bidder should have the capabilities to handle
AMC-FMS services for all brands and makes of
computer systems and peripherals. The bidder
should be able to provide FMS for all hardware
items and support for all computing platforms
and services as listed in the Scope of Work.
Self-Declaration by the bidder.
19
The Bidder should have capability to generate
automatic tickets from monitoring alerts –
monitoring to incident management tools need
to be integrated.
Declaration on letter head of the
company from the authorized
signatory duly singed and
stamped. Framework overview
document also to be submitted
20
The escalation matrix provided by customer
should be completely automated allowing
tickets to escalate within the incident
management system automatically with Email
and SMS notification to customer's relevant
stakeholders.
21 The Bidder should provide online Asset details
for transparent management / reconciliation of
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asset data between Customer's and service
provider
2.14. Other Important Points on Bidder Eligibility
The bidder should ideally bid without any consortium. However sub-contracting part of service will
be permitted subject to following:
i. NABARD may allow/disallow, based on merits, Sub Contractor/partner for delivering a particular
service (like AMC/break fix services across remote locations) to NABARD on behalf of bidder.
ii. NO SUB-CONTRACTING WILL BE ALLOWED FOR FMS SERVICES . In case where NABARD gives
written permission for sub-contracting AMC services, Bidder shall remain fully responsible for Sub-
Contractor and its personnel. Such Sub Contractor’s personnel shall not be employees of NABARD.
iii. NABARD has right to instruct the bidder to suspend the Sub contractor or its resources in case the
conduct or because of non-performance in expected service delivery.
2.15. Selection Procedure
NABARD will evaluate only those proposals, which meet the above-specified eligibility criteria as
well as complete and responsive in all respects, for comparison and final selection.
Final evaluation will be done on ―Quality & Cost Based Selection method (QCBS).
A composite score shall be calculated for technically qualified bids only. The weightage for the
composite evaluation shall be awarded as below:-
A. Technical – 70%
B. Commercial – 30%
Bidder with the highest final Score (FS1) (Final Score = TS*0.70 + CS*0.30) will be considered as
successful bidder (rounded off to 2 decimal places).
In case of a tie in the final score, the bidder having highest technical score will be considered eligible
for award of contract.
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2.16. Errors & Rectification
i. If there is a discrepancy between the unit price and the total price that is obtained by multiplying
the unit price and quantity, the unit price shall prevail and the total price shall be corrected.
ii. If there is a discrepancy between words and figures of the total price, the amount in words will
prevail.
iii. If the bidder doesn‘t accept the correction of error(s) as specified, its bid will be rejected.
2.17. Technical Bid Evaluation
i. The bidder will be evaluated technically on a scale of 80.
ii. Technical evaluation is divided in three parts: (A) bidder’s profile and (B) conformity to the Scope
of Work (C) presentation of the technical solution.
iii. The division of the marks are as specified in the following two tables. In each category, the bidder
should score the minimum marks as specified in the table (wherever applicable) to pass the
technical evaluation.
iv. Technical score TS = 0.5 * part A score + 0.5 * part B score + part C score
v. The bidder has to obtain minimum 70 out of 100 marks in technical evaluation. 60 (out of 80) in
the Part A and Part B of technical evaluation in order to qualify for commercial evaluation. The
bidder has to score 10(out of 20) in Part C of technical evaluation.
2.18. Part A: Evaluation Matrix for Bidder’s Technical Profile:
S.N
Criteria
Criteria Points
(Max Marks)
Description of proof
attached
1(a)
Should have experience of on-site Facility Management for a
value of Rs. 20 lakh per annum or above with at least two All
India Public Financial Institutions or Scheduled Commercial
Banks / Government Setup / Large Corporate LC) spread
across multiple states/regions in India where
i ) The bidder should have provided FM services at customer’s
premises with their onsite engineer.
ii ) Services are valid and shall be in effect till March 2016.
Bidder would have to submit satisfactory certificate against
referred services.
Services without satisfactory certificate will not be considered.
Max Marks
7.5
Referred Client name
and
Location (where
facilities has been set
up for centralized
management of IT
Infrastructure at the
customer’s premise):
(A letter from the
Institution )
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For 9 or more Govt. Sector / PSU/Banks/FIs in
India
7.5
For 5-8 Govt. Sector / PSU/Banks/FIs in India 4 For 3 to 4 in Govt. Sector / PSU/Banks/FIs /LC in
India (discuss whether 2-4?)
2
1(b)
Should have deployed more than 50% of the
tools proposed for NABARD at any other
customer sites.
Max Marks 7.5 Declaration with list of
deployments and tools
implemented .
No of deployments >= 5 sites 7.5
No of deployments >= 3 sites but less than 5
sites
4
No of deployments >= 1 sites but less than 3
sites
2
No deployments 0
Page 18 of 129
2
Must be engaged in the business of ‘IT
Facility management for at least 10 years as
on March 31, 2016 in India.
(Only complete year will be taken into
consideration)
Max Marks
15
Incorporation
Certificate no:
Date of
Incorporation Being in the Business for more than 15 years 15
P a g e 19 | 129
Being in the Business for 10 to 15 years 10
Being in the Business for 5 to 9 years
05
3
Technical & Qualified Manpower on the company
pay roll
- Minimum Qualification: Qualification
mentioned against qualification for Server
Engineer & Network Engineer – List to be
provided with their qualification (PF/ESI
documentary evidence to be submitted)
Max Marks 15
Detail on letter head
signed by the HR
head and attested by
the authorized
signatory
300 & above Qualified & Experienced Engineers 15
200-300 Qualified & Experienced Engineers 10
100-200 Qualified & Experienced Engineers 05
4
Bidder is certified partner /registered partner of
Microsoft
Max Marks 5
Relevant Certificate
Bidder is Gold certified partner of Microsoft
05
Relevant Certificate
Bidder is Silver certified partner of Microsoft 03
Bidder is registered partner of Microsoft. 01
5
Average Annual Turnover for Last 3 years (with
respect to FM Services & Annual Maintenance
Contract only)
Letter from Company Secretary to provided
Max Marks 10
Balance sheet / CS
Certificate
More than 800 Cr. 10
More than 500 Cr and up to 800 Cr. 05
More than 300 Cr and up to 500 Cr. 03
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6
Direct Support Centers at locations of the Bank (
other than Mumbai, Locations are mentioned in
Appendix A)
Max Marks 10
Address of Service
support center at
Mumbai.
Address for other
offices
More than 30 NABARD Offices 10
More than 23 NABARD offices and up to 29
NABARD offices
7
More than 15 NABARD offices and up to 23
NABARD offices
5
More than 1 NABARD offices and up to 15
NABARD offices
03
Signed by the
authorized signatory
7 No of NABARD offices (other than Mumbai,
NABARD offices are mentioned in Appendix A)
where support will be provided through their
channel partner (List to be provided on letter
head)
Max Marks 10
Address of Service
support center at
Mumbai.
Address for other
offices
Signed by the
authorized signatory
None 10
Up to 15 07
More than 15 and upto 25 05
More than 25 and upto 30 03
More than 30 01
Total Technical Score 80
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2.19. Part B: Evaluation of Conformity to SoW
Serial
No
Service
Components
Technical Competency Full
Marks
(80)
Minimum
Marks
Required
1. AMC for
Computers
and
Peripherals
(i) Will be competent to address all points
mentioned in Scope of Work (including
on-site maintenance)
6
7
(ii) Ability to maintain stand-by devices 4
2. Desktop
Management
(i) Desktop Management Tool must
satisfy the functionalities in SoW
3
4 (ii) FM service capabilities regarding
desktop management as mentioned in
SoW
2
3. Asset-
Configuration-
License
Management
(i) Asset-Configuration-License
Management Tool must satisfy the
functions in SoW
3
4 (ii) FMS capabilities regarding Asset-
Configuration-License Management as
mentioned in SoW
2
4. Patch
Management
(i) Patch Management Tool must satisfy
the functions in SoW
3
4 (ii) FMS capabilities regarding Patch
Management as mentioned in SoW
2
5. Domain
Services
Management
(i) Domain Services Management Tool
must satisfy the functions in SoW
3
4
(ii) FMS capabilities regarding Domain
Services Management as mentioned in
SoW
2
6. File Services
Management
FMS capabilities regarding File Server
Management as mentioned in SoW
4 2
7. Storage
Management
(i) Storage Management Tool must
satisfy the functions in SoW
3
4 (ii) FMS capabilities regarding Storage
Management as mentioned in SoW
2
8. (i) Data Center and Server Management
Tool must satisfy the functions in SoW
3
P a g e 22 | 129
Data Center
and Server
Management
(ii) FMS capabilities regarding Data Center
and Server Management as
mentioned in SoW
2
4
9. Network
Management
(i) Network Management Tool must
satisfy the functions in SoW
6
7 (ii) FMS capabilities regarding Network
Management as mentioned in SoW
4
10. IT Security
Management
(i) IT Security Management Tool must
satisfy the functions in SoW
5
6 (ii) FMS capabilities regarding IT Security
Management as mentioned in SoW
3
11. DBA(Oracle
and MSSQL)
(i) DBA Tool must satisfy the functions in
SoW
3
4
(ii) FMS capabilities regarding Data Base
Administration as mentioned in SoW
3
12. Vendor
Management
(i) Vendor Management Tool must satisfy
the functions in SoW
3
4
(i) Vendor Management Tool must satisfy
the functions in SoW
2
13. Help/Service
desk
Management
(ii) Help/Service Desk Management Tool
must satisfy the functions in SoW
4
6 (iii) Help/Service Desk Management Tool
must satisfy the functions in SoW
3
Total Marks 80 60
2.20. Part C: Presentation
Bidder will give a presentation on the technical solution in a defined time limit, which will be intimated at a later stage. The presentation will focus only on the technical part of the bid.
Total Marks for presentation: 20 Minimum Marks : 10
2.21. Commercial Bid Evaluation
i. The Commercial Bids of technically qualified bidders will be opened on the prescribed date in the
presence of bidder representatives.
ii. The proposal with lowest Commercial Bid (CB) will be awarded a Commercial Score of 100.
P a g e 23 | 129
iii. Commercial Scores for other technically qualified bidders will be evaluated using the following
formula :
Commercial Score of Bidder (CS) = (Commercial Bid of Lowest bidder / Commercial Bid of the
Bidder) X100 (rounded off to 2 decimal places)
Example of the selection Procedure:
Bidder X Y Z
(A) Technical evaluation Marks (out of 100) 78 81 83
Base is 100% of the highest scoring bidder 94 98 100
Calculation(i) -Marks (A) Out of 70 66 68 70
(B)Commercial evaluation Price in INR 1100 1000 1200
Base is 100% of the lowest bidder 91 100 83.33333
Calculation (iii) - Marks (B) Out of 30 27 30 25
Total Marks (A+B) Out of 100 93 98 95
Ranking of Bidder L3 L1 L2
Y is the L1 bidder with highest cumulative marks.
2.22. Payment
All payments for the ITSM services will be paid on quarterly basis after the delivery of services.
2.23. Special Note:
Evaluation Committee may, at its discretion, call for additional information from the bidder(s)
through email/fax/telephone/meeting or any other mode of communication. Such information has
to be supplied within the set out time frame as provided by Evaluation Committee, otherwise
Evaluation Committee shall make its own reasonable assumptions at the total risk and cost of the
bidders and the bid is liable to be rejected. Seeking clarifications cannot be treated as acceptance of
the bid. For verification of information submitted by the bidders, the committee may visit bidder‘s
offices at its own cost. The bidders shall provide all the necessary documents, samples and reference
information as desired by the committee. The bidders shall also assist the committee in getting
relevant information from the bidder’s references.
P a g e 24 | 129
Part B: Technical Component
3. Present Setup in NABARD
3.1. Data Center
NABARD has a corporate Data Center (DC) in its own premises at BKC, Mumbai. The DC houses all
the applications currently used in the Bank. At present an email service is hosted on a third-party
server and it is proposed to house the same in our DC. The DC comprises of 60 servers which includes
27 physical servers and the rest being logical / virtual servers. The DC also houses firewall for Internet
access and routers for connection to public clouds as well as our own Wide Area Network. Apart
from these, the DC is also equipped with 2 San Storage devices and 2 Tape Back-up devices. The DC
corresponds to Tier-II DC standards. Major applications hosted in DC are HRMS, OSS(Off site
surveillance), CLMAS(Centralized Loan Management and Accounting System), Corporate Intranet
Web Portal (Nabnet), DCMS(Data Collector Management System) and Databases related to desktop
based applications such as InstAccount, IOMS, RIF, etc.
3.2. Disaster Recovery Site
NABARD has a Disaster Recovery (DR) Site on a Co-location model in Faridabad, Haryana. All critical
IT Services are provisioned for delivery from DR.
3.3. Corporate Network
Our Bank has a Wide Area Network (WAN) through a MPLS cloud services from BSNL amd a
redundant service from M/s Airtel. Every RO of the Bank has its own local network (LAN) and 1-2
servers for their local needs. ROs have their independent internet connectivity. Further, all these
LANs are connected to the WAN. All the centralized applications hosted in DC located at HO, can be
accessed through the corporate WAN. Some of these applications can also be accessed through
Internet.
At Head Office: HO LAN consists of about 900 devices. Logically this LAN comprises of 9 VLANs which
are connected through Edge-room switches and core switches in a "Star" formation. Further, there
are two 32 MBPS Internet leased lines (totaling 64 Mbps) for accessing Internet and providing
Internet based services from our DC.
At Regional Offices: The LAN at ROs consists of all the devices of the RO. The size of the LAN depends
upon the size of the RO. The bigger ROs have about 250 devices on their network. Further, each RO
has an independent Internet Broadband line ranging from 1-2 MBPS as per their requirement.
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3.4. Firewall for All ROs
At present, only HO LAN is protected by a perimeter level firewall. With the advent of MPLS based
WAN, it is imperative that the LANs of all ROs should also be protected through a perimeter level
dedicated firewall. Accordingly, Unified Threat Management (UTM) has been implemented across
all ROs which is being managed and administered remotely from a central location in the HO.
3.5. Network Devices
Type of Device Number of Devices Remarks
Routers 34*2 +4 = 72 34 routers in each RO and 4 at DC
Switches 50+10 = 60 50in RO’s (All L2 switches)and 10
in HO
Modem 35
Perimeter Firewall 2 Only in HO
Firewall - UTM 32*2 +4 = 68 At HO and all ROs/TEs
3.6. Services
At present, NABARD has few IT services like AMC for Computers and Peripherals at HO and FMS for
Domain Services which includes Endpoint Security (Only PCs) through two separate Service
Providers. Each Regional Office has a separate AMC for Computers and peripherals at local level. As
of now, NABARD does not have any single vendor for providing comprehensive IT Services.
4. Scope of Work
4.1. Project Objectives and Requirements
NABARD is interested in introducing a comprehensive IT service management (ITSM) in the Bank for
delivering and managing various IT Infrastructure Services in the Bank. The approach towards
delivery of these services should follow ITIL v3 framework standards. Bank intends to introduce the
following IT Services:
P a g e 26 | 129
Service
Components
Service Area
(HO) (RO)
Business Model
(For Systems and
Applications used for
Management)
1. AMC for Computers
and Peripherals
Yes Yes OPEX
2. Desktop
Management
Yes Yes OPEX
3. Asset-Configuration-
License
Management
Yes # Yes OPEX
4. Patch Management Yes # Yes OPEX
5. Domain Services
Management
Yes # Yes OPEX
6. File Services
Management
Yes # Yes *
7. Storage
Management
Yes # Yes OPEX
8. Data Center and
Server Management
Yes # Yes OPEX
9. Network
Management
Yes # Yes OPEX
10. IT Security
Management
Yes # Yes OPEX ((End-point Security
– McAfee; Network
Security –
Checkpoint/Sonicwall)
are already available
NABARD)
11. DBA(Oracle and
MSSQL)
Yes # Yes *
12. Vendor
Management
Yes # Yes OPEX
13. Help/Service desk
Management
Yes # Yes OPEX
* No separate toolsets are needed to manage these services. Please refer to the Scope of Work for
clarifications.
# All these FM Services have to be done by the onsite AMC engineer in all ROs/TEs.
P a g e 27 | 129
The ITSM services for above said service components has to be delivered in a hybrid model under
ITIL v3 framework as per the prevalent industry standards. In order to deliver these services NABARD envisages the deployment of following resources at various locations.
1. HO onsite engineers – As per Bank’s understanding a total of 15 engineers with necessary skillsets
as indicated the Appendix III. However, the bidder is expected to propose a suitable team structure, composition and number of engineers.
2. RO onsite engineers – At least one engineer at all locations. 3. Global shared resources of the Vendor - The bidder is expected to propose a suitable team structure,
composition and number of engineers at Service Operations Center (SOC) to meet the required SLA. Bidder is supposed to recommend the team size required at HO after doing a complete study of the RFP document.
At all other 34 ROs/TEs locations, full time onsite engineer has to be placed. He will be responsible
for delivery, Management of all above said service components.
NABARD would like to avail these services in a managed service model through a single vendor. All
necessary tools (software and licenses) necessary for the administration and management of all the
service components should be provided as mentioned above.
Service period: NABARD intends to avail these services for a period of 3 years with a provision to
extend it for another 2 years at the same cost.
All the service monitoring and management tools must be deployed in cloud of the Service
Provider (SP). Monitoring and Management Tools should be available to both onsite and offsite
teams for delivery of these services. The Cloud Data Centre of the vendor should be located in India.
The connectivity between NABARD DC and Bidders Cloud tools need to be proposed as a part of
the whole solution being offered by the bidder.
The activities like capacity planning, architecture re-designing (for DC and Network) etc. must also
be provided for all the above services.
A suitable mechanism for setting priority for critical events on the basis of service impact and user
groups (VIP users) should also be provided for all these services.
5. Detailed Requirements
5.1. Annual Maintenance Contract (AMC)
1. The period for maintenance will be 3 years with a provision to extend it for another 2 years at the same cost.
2. The type of maintenance will be Comprehensive on-site services. The type of maintenance will be fully
comprehensive on-site including repair /replacement of parts or full item in case not repairable with
P a g e 28 | 129
same or better configuration / technical specifications. Maintenance Services shall consists of
preventive and breakdown maintenance of computers, laptops, printers, CD-Writers, Scanner/
Plotter and Network hardware (Switches, NT boxes, modems) etc. at all NABARD locations.
3. If ‘End of Service Life’ (as mutually agreed between NABARD and the Service Provider) of an asset
falls in between any quarter during contract period, Service Provider will intimate NABARD at least
3 months in advance for replacement of the same. However Service provider shall continue to
provide AMC and FMS for these items till NABARD replaces with new items.
4. If NABARD acquires new IT asset(s) after the start of this contract and after the expiry of essential
warranty period bank decides to go for the AMC of these items with service provider, rate for the
same will be determined based on the unit rate already decided for the similar other item.
5. At any stage of the contract, NABARD reserves the right to terminate the AMC for any of the
item(s), with due prior notice of 30 days to the service provider. Service provider shall raise invoices
for all the subsequent quarters after deducting the AMC charges for the items taken out of AMC.
6. The current timings for providing AMC services are given below. It is possible that these timings
may change in future, but the total working hours will be 9 on weekdays.
7.
The service segment can be split, if need be into critical and non-critical services for the
purpose of round-the clock on-site monitor.
The complete inventory of all the IT Assets / Equipment which are to be managed and services
are given in the Appendix V
8. The Service Provider (SP) will have to provide support for all computer hardware, software and network
related calls as logged by NABARD. SP will be responsible for troubleshooting and resolution of the entire
field of related calls and report them back to Central Helpdesk.
9. The SP will undertake to maintain highest service standards as per good industry practice. The Bidder
will arrange for qualified and experienced resident engineers to meet the above mentioned service
levels. For successful implementation and smooth functioning of the operations, personnel with
appropriate skills, aptitude and experience would be deputed at NABARD offices. Vendor shall submit
resumes of engineers to be deployed at NABARD. NABARD would have the right to accept / reject the
proposed personnel. Also, if any personnel were to quit then handholding would be necessary with
suitable replacement with prior notification to NABARD.
10. The Vendor will provide on-site maintenance services. Vendor should provide equivalent or higher
stand-by PC/Printer/Notebook Computer/Networking equipment in case the problem is not resolved
within 8 working hours at Corporate Office, Mumbai and 12 working hours at Regional Offices Branches.
The stand-by PC/notebook computer should be installed with Windows 7 /8.1 or higher version of OS
WORKING DAY TIME FROM* TIME TO*
Monday to Friday 9.00 AM 6.00 PM (or as required)
Saturday / Sunday / Holidays As required As required
P a g e 29 | 129
with required applications for the concerned user to carry out his day-to-day work. Vendor shall provide
all essential tools, service kit and testing toolkit needed for maintenance of the computer systems.
5.2. Desktop Management
5.2.1 Desired Functionalities of the Tool:
1. The desired desktop management solution must provide standard software support for end-users for
remote installation, configuration and troubleshooting of the operating system and other standard and
application software’s deployed at various systems in Head Office as well as Regional Offices. Standard
software’s will include
(i) Operating Systems
(ii) Driver software
(iii) Office Productivity Tools like MS-Office, Tools for bilingual solution etc
(iv) Mail messaging clients
(v) Other front-end applications used by NABARD e.g., InstAccount, Inward Outward Management
Systems (IOMS) etc.
(vi) Backup and restore options from the common repository (File Services), if need be should also be
carried out.
(vii) Other third party applications as may be required from time to time for NABARD’s operations.
2. The solution must be able to automate regular desktop management routines like automated
maintenance (cleaning up file system debris, defragmenting drives, running malware scans, etc.), backup,
installing patches, distributing software, managing software licenses, monitoring software usage statistics,
monitoring Acritical system parameters like CPU, disk and memory utilization, managing USB device usage,
taking control of remote desktops etc.
3. The tool must provide an interface for users to raise their concerns/service requests to the service
provider.
Required FM Services
1. Capable of installation, configuration and usage of the above-stated Desktop Management Tool.
2. Taking control of remote desktops using the above said tool.
3. Remote Management of Desktops – installation, configuration and troubleshooting of operating
system, Anti-virus and all user applications in the desktops/laptops.
4. Remote installation of patches
5. Routine maintenance of PCs (e.g., cleaning up file system debris, defragmenting drives, running
malware scans, etc.)
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6. Taking back-up while configuring new systems.
7. Guiding the end-user to take backup of data stored in their PC.
8. Guide and direct users to relevant desk/department/individuals in case support required is not
under scope of deliverables by the service provider.
9. And carrying out related activities.
Special Note: Desktop management services are required to be provided for IT equipment (i.e. PC, Printer,
scanner, Internet etc.) at the residences of senior executives at all locations.
5.3 Asset/Configuration/License Management
Desired Functionality of the Tool:
The desired asset-configuration-license management solution must be capable of doing the
following activities:
(i) Asset Inventory: Capable of maintaining an asset inventory with identified owners. The inventory
must account for all systems in NABARD. Also all management activities of the inventory should
be supported by the solution.
(ii) Tool should have a provision for IT Asset tagging so that the asset can be monitored and managed
throughout its life cycle.
(iii) Identifying the Configuration Items (CIs): using auto-discovery that can identify the assets
(deployed at Head Office as well as at Regional Offices) by polling them. CIs will be stored in a
Configuration Management Database (CMDB).
(iv) Planning the configuration management activities
(v) Configuration control: controlling the changes done at CMDB. These configuration changes must
be accurate and authorized by the right people.
(vi) Status Accounting and reporting of all assets, configuration changes, licenses, disposals, etc.
(vii) License Auditor: The auditor tool runs over the Bank’s network, and identifies the deployed
licenses across all systems of the network. The tool deploys its agents across all systems and in
turn, these agents report the installed licenses to the central engine, which consolidates the total
licenses residing on the network. An auditor tool which is capable of connecting through APIs
with the software asset management tool should be preferred.
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(viii) Assets like Laptops/Notebooks are also required to be tagged, configured and managed through
the system.
Special Note: This asset-configuration-license management solution will work in sync with the Desktop
Management Solution stated above. It will provide the important feed to the Desktop Management
Solution about the timely configuration/patch updates. Once these updates are completed by the
Desktop Management Solution, it should report the status back to the Asset and Configuration
Management Solution.
Required FM Services
1. Capable of installation, configuration and using the above specified asset-configuration-license
management tool(s).
2. Should maintain the Catalog of software and hardware from all major OEMs/Principals and should
update the signature for the same on periodic basis. The update periodicity should be as per
industry norms.
3. Managing configuration management data base (CMDB).
4. Initially, complete inventory of all IT assets in the Bank has to be taken up independently with relevant
tools and the same has to be shared with the Bank.
5. The same exercise has to be taken up every quarter to identify the addition and deletion of IT assets in
the Bank.
6. Capable of Configuration item (CI) identification, planning and controlling configuration changes
7. Capable of configuration change report generation
8. The service provider will do the lifecycle management of the licenses including initiation of
procurement request, after purchase allocation, de-allocation, license renewal, license pool
management.
9. Software Licenses Tracking & Management – This includes number of licenses for particular software
which NABARD has purchased, how many have been deployed, what is the entitlement etc.
10. Should support management of multiple licensing models based on User, Machine, IP, Core etc.
11. And carrying out other related activities.
5.4 Patch Management
Desired Functionality of the Tool
NABARD has currently deployed Microsoft Windows Server Update Services (WSUS) for patch
deployment on Windows (Intel-based) Servers and Desktop across NABARD offices using a single hub-
and-spoke model. Patches on UNIX Servers and other devices like security devices, secure gateway are
applied individually by the OEM/Project Owner/SI.
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A suitable Patch Management tool, instead of WSUS is needed which helps to deliver the desired
services. It should have the capability to monitor and assist in the delivery of updates to non-windows
systems as well.
This tool will have following functionalities:
1. Detect: Scanning systems in the network for missing security patches. The detection should be
automated and will trigger the patch.
2. Assess: If necessary updates are not installed, determine the severity of the issues addressed by the
patch and the mitigating factors that may influence your decision. By balancing the severity of the
issue and mitigating factors, the user can determine if the vulnerabilities are a threat to the current
environment.
3. Acquire: If the vulnerabilities are not addressed by the security measures already in place,
downloading the patch for testing.
4. Test: Installation of the patch on a test system to verify the ramifications of the update against
production configuration.
5. Deployment: Deployment of the patch to production computers (may be through Desktop
Management application). It should not affect the applications. Rollback and backup restorati on
should be possible, if needed.
Required FM Services
The FM service staff should be capable of installation, configuration, and using of above stated patch
management tool and perform the following activities:
1. Assist, Develop, Manage and Monitor suitable Policies, Procedures and deployment strategy for
Patch Management.
2. Maintain an up-to date plan for deploying and managing patch management.
3. Install and test patches and updates in Test environment provided by NABARD and after approval
roll-out in the client computers
4. A practical and up-to date roll back plan has to be adopted in case of failures.
5. Raise Change Management for deployment of patches or updates.
6. Schedule shutdown of production system and inform users before applying patches, updates to
Servers.
7. Implement patches as per approved deployment strategy.
8. Follow up and co-ordinate with OEM/ 3rd party support vendors for patch deployment on non-
windows devices.
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9. Build a suitable backup and disaster recovery procedure for maintaining 100% availability of the
Patch Management Server and resources.
10. Report on installed and missing patches
11. Removal of Software and service packs in case of need and Roll back of patches and s ervice packs in
case of need
12. Capability to identify the devices where patches are applied but not yet activated (pending restart)
13. A quarantine area has to be maintained for isolating the devices that are not patched up/updated
with requisite updates.
14. And carrying out other related activities
5.5 Domain Services Management
Desired Functionality of the Tool
1. The desired Domain Services Solution will have a domain controller. It authenticates and authorizes
all users and computers. It assigns and enforces security policies for all computers.
2. Additional Domain Service Controllers should be there to handle a solution, if main server is not
reachable.
2. It also must facilitate single sign-on. Users may like to use several services or resources using only one
set of credentials stored at a central location, as opposed to having to be granted a dedicated set of
credentials for each service.
3. It also must incorporate an access right management service. It uses encryption and a form of
selective functionality denial for limiting access to documents such as corporate emails, web pages, and
other important documents, and the operations which only authorized users can perform on them.
4. Moreover, this solution must establish an on-premises public key infrastructure (PKI). It can create,
validate and revoke public key certificates for internal uses of an organization. These certificates can be
used to encrypt files, emails, network traffic (when used by VPNs, Transport Layer Security protocol or
IPSec protocol).
Special Note: The Desktop Management Solution as stated above should consult with this Domain
Services Management Solution before installing/updating any softwares/patches in any of the systems.
Required FM Services
The FM service staff must be capable of installation, configuration and using the above stated Domain
Service management Tool and perform the following activities:
1. Existing Domain Server and User Admin have to be managed effectively with the help of suitable
tools.
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2. The service should include plan, design and set up of additional controllers/forest during the
contractual period.
3. Should co-ordinate, guide and assist in integrating any other systems for SSO and also digital
certificate.
4. Root domain administration by creating the root and sub-domains and setting the root level security
policies such as authentication mechanisms (single/multi factor), password policies such as
password length. Password complexity, password expiry, account lockout policy, certificate policies.
IPSEC policies etc.
5. Administrative support for user registration, creating and maintaining user profiles, granting user
access and authorization, providing ongoing user password support, and providing administrative
support for print, file, and directory services.
6. Periodic reviews of domain level rights and privileges
7. And many other similar activities.
5.6 File Services Management
A Windows File Server is being used in NABARD with specific usage space for departments. The same
setup has to be managed by the vendor. In future, if NABARD chooses to expand this facility to all
regional offices, the vendor should support this. A new ECM (Enterprise Content Management) is being
introduced in NABARD which will cater to store and manage all official documents.
Desired Functionalities of the File Server
A file server provides a central location for storing and sharing files across the network. When many
users require access to the same files and data, the file server should be configured in the domain. It
must be able to perform following roles:
1. Share and storage management: This console allows administrators to manage shared folders and
allows users to access shared folders over the network.
2. Distributed File System (DFS): Provides tools and services for DFS Namespaces and Replication
services.
3. DFS Namespaces: Allows user to group shared folders located on different servers into one or more
logically structured namespaces. Each namespace appears as a single shared folder with a series of
subfolders.
4. Replication: Allows to synchronize files/folders on multiple servers across the network.
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5. File Search : Fast file search capabilities
6. Indexing service: Allows indexing of files and folders for faster searching.
7. The access to files should be based on User Rights controlled by Domain Services.
Required FM Service
1. The FM Service staff must be capable of installation, configuration and management of the above
stated file server.
2. Replication of the files/folders and capable of handling the File Services Management functional ity.
5.7 Storage Management
Desired Functionalities of the Tool
This tool should provide following capabilities:
1. Maximizes storage utilization across heterogeneous platforms
2. Increases operational efficiency with a storage manager that offers end-to-end visibility and
centralized control
3. Supports data deduplication, single instancing and compression
Required FM Service
The FM service staff must be familiar with setting up, configuration and usage of the prescribed
storage management environment and is required to carry out the following activities:
Incident Management
1. Development of storage management policy, configuration and management of disk array, SAN
fabric / switches, NAS, tape library, etc.
2. Configuration of SAN whenever a new application is hosted on the SDC. This shall Include activities
such as management of storage space, volume, RAID configuration, LUN, zone, security, business
continuity volumes, NAS, performance, etc
3. Monitoring service availability, resource usage
4. Troubleshooting system alerts with knowledge base
5. Network reachability
6. Administer SAN storage arrays and SAN fabrics and Participate in SAN on-call rotation
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Problem Management
1. Closure of incidents effectively.
2. Liaise with service providers for escalation and Root cause analysis.
3. Preparation of Preventive Maintenance calendar and configuring replication.
4. SAN / NAS access control review.
Performance & Audit Management
1. Monthly / Fortnightly incident analysis.
2. Audit of administrator accounts.
3. Preparation of capacity planning report.
Backup Management
1. Performing backup operations for the servers as per the defined backup strategy.
2. Ensuring proper storage and handling of media to prevent data loss.
3. Conducting restoration drills with sample backed-up data on a quarterly basis to confirm data
integrity.
4. Maintaining log sheets of backups taken.
5. Implementing best practices on backup.
5.8 Data Center and Server Management
Desired Functionalities of the Tool(s)
1. Locate, visualize, and manage all the physical assets within an integrated single pane view
1. Automation of commissioning new equipment
2. Automation of capacity planning for immediate, distant future, the forecasting should cater both in
terms of up keeping of performance levels and health of the product through its life-cycle.
3. The forecasting should cater both in terms of up keeping of performance levels and health of the
product through its life-cycle.
4. Device auto-discovery
5. Performance monitoring
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6. Diagnostic testing
7. Audit trail
8. Power management
9. Reporting energy consumption, energy costs, and carbon footprint
10. Patch management, upgrades to the systems.
11. Environment and Air Conditioning (Cooling) Management
Required FM Services
FM Service staff should be capable of installation, configuration, and usage of the prescribed tool.
Additionally, key points of expectations from the personnel are:
1. Regularly monitor and log the state of environmental conditions and power conditions in the
Datacenter.
2. Basic assessment of Data Center in terms of cooling, power, positioning of racks &other hardware
etc. on an annual basis. The SP shall be required to do first such assessment and submit a report
thereon within a period of 2 months from the date signing of contract.
3. Coordinate with NABARD and 3rd party vendors to resolve any problems and issues related to the
Datacenter & DR Site environment conditions. Power, air-conditioning, UPS, LAN, Servers,
racks, fire, water seepage, dust cleanliness, implementing any changes, layout of infrastructure
within the Datacenter & DR Site etc.
4. Suggest/Assist NABARD on best practices of the industry which might be required to be
implemented in Data Center,
5. Maintain onsite inventory of spares for critical equipment wider AMC/ warranty with the service
provider so as to ensure minimal downtime.
6. Patch management, upgrades to the systems.
7. Maintenance of log registers for visitors inside the Data Center.
8. Implementation of IT Security policies and compliance pertaining to Physical Security equipment
in the DC.
9. Adherence and maintenance of the access controls employed by NABARD.
10. High Availability Architecture for Servers, Data-bases, Network devices required
11. Maintenance of log registers for visitors inside the Data Center.
12. Maintain high server availability through active performance monitoring and low impact, on-
demand remote management services.
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13. Installation, configuring, hardening, trouble shooting of operating system as well as hardware
components
14. In case of repetitive hardware failure (three times in a period of three months) during warranty
and AMC period, FM should ensure that they are replaced by equivalent new equipment by
vendor at no extra cost to Bank
15. Capacity planning and life cycle management of servers.
16. And other related activities.
17. Manage Virtualized environment.
The detail skills are given below:
VMWare (Virtualization) skill set requirements:
Knowledge and administration of industry leading virtualization software / technologies.
Knowledge of VMware ESX 5.1, 5.5, 6.0, vCenter 5.0, 5.1, 5.5, 6.0.
Design and develop service virtualization framework.
Configure, deploy and support VMware ESXi and vCloud/vCAC infrastructures on Cisco UCS and
similar hardware platforms
Define best practices, processes for service virtualization.
Maintain and configure Service Virtualization tool.
Troubleshoot the issues.
System installation and maintenance of Windows, and Linux systems.
Windows, Linux, and VMware administration.
Knowledge of data center operations.
Administration of DNS (IPAM), SMTP, FTP, SSH, LDAP, and NFS services.
Patch management, upgrades to critical systems.
SAN/NAS storage systems knowledge.
Hardware, software and network troubleshooting.
Understanding of new business initiatives and the implementation of technologies to facilitate them.
Manage systems to achieve 24x7 availability.
Work closely with the storage, network and development groups to ensure business continuity.
Conduct trainings, mentor and coach teams on Service Virtualization
VMware VCP 5.0 certification or higher (VCP55 and/or VCAP)
5.9 Network Management Services
Desired Functionalities of the Tools
1. Network device discovery
2. Network device monitoring
3. Network Performance Analysis
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Bandwidth Utilization
Latency
Jitter
Availability & uptime of routers/switches
4. Maintaining and analyzing logs of switches, routers.
5. Generating reports of the status of the network, switches and routers.
6. Generate notifications – Configuring alerts viz. emails, sms etc.
7. IP Address Management
8. Trouble Shooting Capabilities
9. Configuration Management
10. Switch / Port Management
11. Network Mapping
12. The NMS should provide a robust event correlation engine.
13. System should be able to generate web-based reports.
14. NMS should support monitoring/managing of SNMP v1, SNMP v2 or SNMP v3 based devices.
15. The NMS shall support automatic event correlation, in order to reduce events occurring on such a
large network, on events arising due to any of the following, Frame Relay, Cisco HSRP status, Pair
wise events (ex: Link up/down) chassis, Intermittent status, Node interface, Multiple reboot, De-
duplication Physical address mismatch, Authentication failure, Connector down, Scheduled
maintenance.
16. The provider has to integrate, NMS systems with the help desk for proactively logging calls
dynamically by the system for installations such as link down, link up and equipment failure, if any.
17. Receiving threshold crossing events (for example, counters that reach preset levels)
18. Real-time collection via trend analysis of selected managed objects like CPE or PoP interface
19. The vendors shall present reports in HTML format and design report formats whenever required.
The provider chooses either a single HTML page with customized data or a separate HTML page.
The portal’s HTML pages, automatically customizes them for each user, serves the HTML pages
when requested.
20. The security responsibilities of an NMS consist of protecting the network devices and the associated
managed objects, which may include enforcing authentication and authorization features across
the network. The security capability should also verify that the network and its traffic are sec ure
from unauthorized access.
21. Authorization feature allows users to perform different activities based on their role.
22. Security Management shall generate Security related Alarms. Alarms can be generated
corresponding to various security breaches such as user authentication failure, ping flood attack,
syn flood attack, port scan attack and common/uncommon vulnerabilities of MPLS Technology etc.
23. The vendor shall manage MPLS network faults using fault management, which can be achieved by
status polling, and receiving traps by the NMS. The NMS shall be able to generate alarms for the
following conditions
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CPE Status
Fan, power supply failure
Low memory
CPU Utilization
IP VPN Tunnel status CPE and PoP
VPN Tunnel up
VPN Tunnel down
VPN Tunnel Modified/Removed
OSPF-flooding
24. Real time web based reports should be provided to NABARD.
25. MIS reports on the various performance parameters at periodic intervals.
FM Services
FM service staff must be familiar with all the above mentioned functionalities of Network
Management Services and should broadly carry out the following responsibilities :
1. Monitoring
1. Monitoring of the main/backup Links and reporting
2. Monitoring of Bandwidth utilization, latency, packet loss etc.
3. Monitoring of Traffic Pattern over WAN
4. Follow up with Regional Offices for connectivity related issues
5. Monitoring of L2 /L3 switches.
6. Monitoring Jitter, Latency, Availability, Bandwidth usage
7. Managing existing Firewalls, UTM, and VPN Services.
2. Incident Management
1. Call logging and co-ordination with MPLS VPN service provider for restoration of link
2. Co-ordination with MPLS VPN service provider for ensuring backup Inks are made operational in
the event of failure of primary and secondary links
3. Follow up with Service Provider to get detailed RFOs/RCA.
4. Prepare the Link wise outages and calculate the SLA Report to enable processing of the Service
Provider Invoices
5. Prepare the Detailed payment note for due processing depending on SLAs.
3. Configuration Management
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1. Configuration of L2 switches for administration and L3 Switches for VLAN creation / hardening
etc.
2. Installation & Upgrade of switches as and when provided by the OEM/SI.
3. Changing configuration based on NABARD requirement and follow-up with MPLS VPN service
provider for application of same on all routers.
4. Maintaining / Updating the WAN diagram at all locations/offices in co-ordination with NABARD
IT team and Local Service Provider
5. Maintaining complete inventory of network hardware along with interfaces. IP address, Device
OS version etc.
4. Reporting
1. Maintenance of daily/Weekly and monthly uptime report.
2. Collection of daily / weekly and monthly uptime/downtime report from MPLS VPN service
provider.
3. Verification of daily report with the fault ticket generated by the MPLS VPN Service provider.
4. Cross verification of daily report with weekly and monthly report and calculation of uptime /
downtime.
5. Co-ordination with MPLS Service provider for the replacement/up keep
6. Maintenance of defective Networking Hardware/Software (Like Routers. Modems. Switches
etc.) and escalation, if necessary.
5. Advisory Services
1. Advisory services for revamping networks and introducing new network devices and services
are also needed.
2. Periodic review mechanism should also be introduced for service improvements in this work
area.
5.10 IT Security Management
Desired Functionalities of the Tool(s)
IT security management is a vast area involving logs at various devices including, firewalls and
other security devices, password management, change management, etc. Hence, the required
functionalities have been grouped under several categories as follows:
A. IT Compliance and Log Management
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A suitable Syslog Server has to be incorporated with the following capabilities:
(i) Collects logs from heterogeneous sources
(ii) Decipher any log data regardless of source and log format
(iii) Rue-based event correlation for proactive threat management
(iv) Pinpoints breach attempts, insider threats, policy violations, and more without any manual
intervention
(v) Generate pre-defined compliance reports for event logs and syslogs to meet various standard
compliances like PCI DSS and etc.
(vi) Facilitates to create custom reports for new compliance to help comply with growing new
regulatory acts demanding compliance in future.
B. Firewall Security and Configuration Management
(i) Centrally collect, analyze and archive logs from all security devices
(ii) Automate compliance audits with reports for regulatory mandates such as PCI-DSS, ISO 27001,
etc.
(iii) Generate firewall security audit and device configuration analysis reports
(iv) Get instant notification on ‘who’ made ‘what’ changes, ‘when’ and ‘why’ to firewall
configuration
(v) Change management reports to get a complete trail of all the changes done to firewall
configuration
(vi) Monitoring Internet usage (overuse and misuse) of employees
(vii) Monitoring outgoing traffic through the proxy, obtain details on user generating traffic,
website access and bandwidth consumed
(viii) Real-time notification when a user tries to access restricted sites
(ix) Network traffic monitoring to get instant notifications upon sudden spike in bandwidth
(x) Analysis of which user or network activity is consuming more bandwidth with interface-wise
life bandwidth usage reports
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(xi) Getting detailed information on all possible network attacks and security breaches in
organization’s network
(xii) Knowing which viruses, malware, BOTs, APT, etc are active on the network, the hosts that are
affected and more; Searching logs and report generation based on search results
(xiii) Identifying highly used firewall rules which can be optimized to enhance network security
(xiv) Identifying unused rules and/or modifying/removing them to improve firewall performance
(to comply with all IS policy requirements of GoI/CISO)
(xv) All important GoI and Industry websites needs to be monitored regularly for various policy
updates and with suitable approval from IT team of the Bank all necessary and suitable policies
should be applied by the SP.
C. Privileged Password Management
(i) Storage and organization of all privileged identities in a centralized vault
(ii) Secure sharing of administrative passwords with the members of the team with need basis
(iii) Automatically resetting of passwords
(iv) Controlling access to IT resources based on roles and job responsibilities
(v) Auditing of all privileged accesses and complete recording of all actions
D. Network Behavior Anomaly Detection
(i) Monitoring network security in real time
(ii) Monitoring internal and external threats
(iii) Classifying threats into various categories (e.g., DDoS, Scan/probe, Suspect, etc )
(iv) Carrying out detailed forensic investigation
(v) Sending alert notification via Email or SMS
E. Email Server Change Audit and Reporting
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(i) Tracking incoming and outgoing email message, monitoring mailbox size, performing traffic
analysis and filtering spams
(ii) Monitoring user logon patterns
(iii) Keeping tabs on mailbox property changes such as quota changes, size restriction changes,
activated mailboxes, deactivated ones.
(iv) Presenting the above reports in an easily comprehensible format, such that even technically
naïve users can interpret.
F. Active Directory Management and Reporting
(i) Automatic routine AD management and reporting activities for AD administrators
(ii) Facilitates creation, management, and deletion of AD objects in bulk.
G. Self-Service Password Management
(i) Allows users to reset or change their passwords and unlock their accounts, without IT
intervention
(ii) Reminds users automatically about soon-to-expire passwords by email or SMS
(iii) Allows users to update their profile details, like contact details in Active Directory.
H. Network Configuration Management
(i) Managing configurations: Backup device configurations, maintain history, compare versions
and upload changes – all from a centralized GUI
(ii) Taking control of changes: Monitoring configuration changes, get instant notifications, and
preventing unauthorized changes
(iii) Ensuring compliance: Define standard practices and policies and automatically check device
configurations for compliance. Generate reports on compliance status.
(iv) Automating all repetitive, time-consuming configuration management tasks. Applying
configuration changes in bulk to multiple devices.
(v) Recording sessions: Getting complete record of who, what and when of configuration
changes. Recording actions, archiving.
I. Active Directory Backup and Recovery
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(i) Automated incremental backup of Active Directory Objects
(ii) Change tracking to undo changes
(iii) Detailed version management to each attribute change
(iv) Provision to roll back Active Directory to an earlier state
Required FM Services
The FM Service team must be capable of performing the above stated activities using the prescribed
tool(s). Some more key activities are:
1. Monitoring Status of security components and alerts, ports on firewalls
2. Monitoring Bounced Messages
3. Spam database update status
4. Monitoring Service Status (Up & Running),
5. Virus Alerts from Critical Servers
6. Logging security incidents
7. Assigning severity to the Incidents logged based on the definition.
8. First level analysis (investigating problems) and closure of known and low priority security incidents.
Logging Problem Ticket for unresolved Incidents
9. Sending Security Alert messages on newly found vulnerabilities
10. Monitoring of various devices / tools such as firewall, intrusion detection, content filtering and
blocking, virus protection, and vulnerability protection through implementation of proper patches
and rules.
11. Maintenance of an updated knowledge base of all the published security vulnerabilities and virus
threats for related software and microcode, including, but not limited to, operating systems, solution
servers, web servers, databases, security solutions, messaging solutions, etc.
12. Implementation of Change and Release Management
13. Installation of security patches & bug fixes
14. System health checks for all security devices
15. Vulnerability scanning
16. Adhering and Implementing guidelines and policies(BS7799)
17. Defining Rules in line with the security policy.
18. Responding to events and fixing vulnerabilities in IT infrastructure (like IPS, Checkpoint logs)
19. Implementation of Firewall exclusions
20. Ensuring that patches / workarounds for identified vulnerabilities are patched / blocked
immediately.
21. Respond to security breaches or other security incidents and coordinate with respective OEM in case
of a new threat is observed to ensure that workaround / patch is made available for the same.
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22. Maintenance and management of security devices including but not limited to maintaining Firewall
services to restrict network protocols and traffic detecting intrusions or unauthorized access to
networks, systems, services, applications, solutions or data protecting email gateways, Firewalls,
servers from viruses.
23. Periodic reviews of domain level rights and privileges
24. Modifying access permissions and adding new access permissions of security policies on existing
firewall.
25. Up-gradation of the firewall and IPS devices.
26. Signature update for IPS device.
27. Configuration backups for all security devices
28. Syslog server configuration & management including review of logs.
29. Managing / monitoring the IDS/IPS tool and policies as per guidelines of NABARD.
30. Modifying the policy for IDS/IPS/Firewall based on observed trends / security lapses.
31. Changing network address translation rules of existing security policies on the firewall.
32. Adding new network address translation rules on security policies on existing firewall.
33. Diagnosis and troubleshooting of the problem faced on firewall and faced by the IDS/IPS.
34. Managing / monitoring the IDS/IPS tool and policies
35. Periodic / Critical reporting to NABARD officials based on Firewall / IDS / IPS activities
36. Managing configuration and security of Demilitarized Zone (DMZ)
37. Alert / advise NABARD about any possible attack / hacking of services, unauthorized access / attempt
by Mental or external persons etc.
38. Resolution and restoration of services in case of any possible attack and necessary disaster
management
39. Shutdown of critical services to prevent attack (internal or external)
40. Advise NABARD in improving network/Data Center security to protect NABARD's data / information
from both internal and external persons/attack.
41. Resolution and restoration of services in case of any possible attack and necessary disaster
management.
42. Root domain administration by creating the root and sub-domains and setting the root level security
policies such as authentication mechanisms (single/multi factor), password policies such as
password length. Password complexity, password expiry, account lockout policy, certificate policies.
IPSEC policies etc.
43. And other related essential activities to ensure that the functionalities of IT Security.
The Perimeter Security requirements i.e. Checkpoint are given below.
5.11 Checkpoint Security Requirements
The Checkpoint IT Security Engineer should be skilled to carry out the following areas and should be
a Check Point Certified Security Administrator (CCSA).
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Install the security gateway in a distributed environment
Configure rules on Web and Gateway servers
Create a basic rule base in Smart Dashboard and assign permissions
Schedule backups and seamless upgrades with minimal downtime
Monitor and troubleshoot IPS and common network traffic
The Security FM Engineer should be capable of the following:
Be prepared to defend against network threats
Evaluate existing security policies and optimize the rule base
Manage user access to corporate LANs
Monitor suspicious network activities and analyze attacks
Troubleshoot network connections
Protect email and messaging content
5.12 Data Base Administration
Desired Functionalities of the Tool
Tools are required to perform administration functionalities on Oracle and MSSQL database. The
following functionalities are expected from the tool :
1. Database monitoring
(i) Creating user-specific SQL or PL/SQL metrics with warning notification
(ii) Execution of user-specific scripts on Windows platform
(iii) Creating customized SQL reports with email notification
(iv) Dynamic visual indication of problems in the console
2. Instance access to the following information
(i) Size of databases
(ii) Free space in table spaces
(iii) User table spaces, spaces occupied by objects
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(iv) Object/system privileges of users/roles, reasons of granting
(v) List of roles/privileges granted according to a certain document
(vi) Description of users, their passwords, reasons for creation
(vii) List of scripts in a specific database and their purpose
(viii) Technical documentation of any database
(ix) Log of actions/crashes/incidents in any database
(x) And other related areas.
3. Log of database changes
(i) Date of creation/deletion of users/roles, log of privilege changes
(ii) Time of granting/revoking privileges, reasons for granting
(iii) Table space sizes
(iv) Time and date of database objects creation and deletion
(v) History of database operations performed in the system (e.g., granting of privileges, creation
of table spaces, etc.)
(vi) Connections to the database, with names of computers and solutions
(vii) And other related areas.
4. Automation of routine operations
(i) Moving of tables. Automatic detection of available table spaces for moving
(ii) Automatic rebuilding of indexes invalidated during the moving of tables of their partitions
(iii) Quick creation of table spaces, automatic naming
(iv) Adding and resizing files, automatic naming
(v) Splitting, exchange and removal of table partitions. Support of partitioning by various criteria
(dates, interval).
(vi) Granting and revocation of system or object privileges using lists
(vii) User creation and editing
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(viii) And other related areas.
5. Storage of documents and descriptions
(i) Storage of database descriptions, their versions, paths, etc.
(ii) Descriptions of users and their passwords stored in an encrypted form
(iii) Comments to the privilege being granted (including the preferred revoking date to be
monitored)
(iv) Comments to database files, table spaces, warnings
(v) Action, crash or incident logs for each database
(vi) Descriptions of SQl and OS scripts, their relation to bases and hosts
(vii) Technical and work documentation on any database
(viii) And many more.
Required FM Services
The Data Base Administration (DBA) FM service should be familiar with above stated DBA
activities. Some more important activities include:
1. The DBA services shall cover existing production, testing & development DB environments that
are in the organization at all locations.
2. New DB implementation & support as well
3. Includes Support & Services for Microsoft SQL 2008 R2, Oracle 11g & above versions
4. End-to-end management of databases on ongoing basis to ensure smooth functioning.
5. Change management of database schema, storage, disk space, table space, user roles, backup
and purging etc.
6. As per IT security policy of the organization, ensure database patch management with
minimum downtime and recommend appropriate patches of Operating System relevant to
database.
7. Managing database upgrades
8. And other similar activities.
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Special Note:
(i) 24 x 7 Support requirement with combination of onsite & offsite support. Onsite support is
required for General shift during normal working days. Support for remaining period is required
on a call or remote basis. In case the issue cannot be resolved remotely, the SME(Subject matter
expert) is expected to travel to our site for support.
(ii) Service provider must ensure DBA resources working on our setup have minimum 4 – 5 years
of experience and ensure L3 level support availability for regular review and need based support.
5.13 Vendor Management
Desired Functionalities of the Tool
A vendor management system (VMS) is a solution that acts as a mechanism for business to
manage vendors. Typical features of a VMS solution include :
1. Order distribution
2. Comprehensive billing
3. Reporting capability
Required FM Services
FM service staff must be familiar with installation, configuration and usage of the prescribed vendor
management tool and should carry out the following responsibilities:
1. Coordinate with these vendors for support services.
2. Maintain good relations with them on behalf of NABARD.
3. Logging calls, coordination and follow-up with vendors.
4. Escalation of calls to the higher levels at vendor side in case of requirement.
5. Vendors SLA tracking and monitoring with alerts and escalations (including WAN vendor)
6. AMC/ Warranty/ Support Tracking
7. Providing necessary and advance information for entering into / renewal of AMC. (However order and
payment for AMC to the vendor will be made separately by NABARD)
8. Management of assets sent for repair.
9. Maintain database of the various vendors with details like contact person. Tel. Nos., escalation
matrix, and response time and resolution time commitments. Log calls with vendors, Coordinate and
follow up with the vendors and ensure that necessary spares exchanged.
10. Analyze the performance of the vendors periodically (Quarterly basis or as specified).
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11. Keep NABARD updated on the services and performance of these third party vendors .
12. When a new solution software is introduced, training to users to absorb and leverages the technology for
business should be invariably arranged. And other related activities.
5.14 Help/Service Desk Services Management
Desired Functionality of the Tool
1. The desired Help/Service Desk Management Solution (portal) should facil itate extending helps to all
users/engineers/administrators to carry out their smooth operations.
2. It should be a single point-of-contact to meet the communication needs of both users and IT staff.
3. This portal should be accessible from all systems. This facility should be available over phone, email
and web.
4. All legitimate users (employees and FM service staffs) should be able to seek help/report concerns
through this system.
5. The Help desk team should be able to post the response back to the concerned people.
6. If needed, the concerns/service requests can be escalated to concerned IT team who will be able to
look into it.
7. Once the service request is closed, a closer report will be generated and dispatched to concerned
parties.
8. The solution will be able to generate status report of pending/closed concerns on a
daily/weekly/monthly basis.
9. This solution will be able to send emails and/or sms to concerned people at the onset of the raised
concerns and their closures.
10. The solution should encompass all segments of IT Infra and applications including Systems, Data
Center, Server Management, PCs, Printers, OEM, Software duly generating a unique ticket for each
escalation.
11. The solution should be able to build a Knowledge database of the various solutions given to known
and repetitive escalations to enable effective and quick resolutions which can be integrated to
existing solution libraries.
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Required FM Services
The related FM service team must be capable of installation, configuration and using the above said
help/service desk tool and carry out the following activities:
1. The Help desk team should be able to post the response back to the concerned people.
2. If needed, the concerns/service requests can be escalated to concerned IT team who will be able to
look into it.
3. Generate status report of pending/closed concerns on a daily/weekly/monthly basis.
4. Helpdesk should ensure that all calls to IT helpdesk are logged at a central helpdesk. All calls logged
will have to be monitored and assigned to respective bidders / analysts and tracked for proper
closure within the specified SLA limits. Helpdesk would ensure that the calls should be updated with
the diagnosis carried out to close the call.
5. Helpdesk will also be responsible for File Management, Purchase of cartridges, maintaining records
of them, putting up bills for payment, Software license tracking & collection of certificates from all
Groups, Gate pass preparation, Maintenance of user lists, preparation of various notes as and when
assigned by NABARD IT officials etc.
6. The service provider shall ensure that any change in resident engineers and/or helpdesk personnel
is conveyed to the concerned NABARD officials one month in advance. The Vendor would provide
resumes of proposed FMSC resources (engineers/helpdesk personal)to the concerned NABARD
officials. Only approved resources would be permitted to replace the outgoing ones.
7. The HELPDESK shall provide support for distribution of computer stationery & consumables and
maintain inventory of the same.
8. And must carry out other similar activities.
5.15 Non-Delivery of Services / PENALTIES & SLAs
The selected bidder will have to provide satisfactory service to achieve the service levels as given in
“Expected Service Delivery”. The service level performance will be recorded/monitored daily and will be reviewed on quarterly basis and non-performance will result in penalty being imposed.
The tools provided for monitoring and managing these services should give a detailed report for
calculating the support calls including the response time, resolution time, penalty cost applicable etc. This should facilitate both the SP and the Bank to directly arrive at the penalty cost applicable under all these services.
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The total non-performance charges for a quarter will be calculated and deducted from the quarterly bill of the selected bidder. Annual Contract value will be calculated on the basis of the opening quarterly inventory after adjusting the addition or deletion, if any, during the previous quarter.
Penalty charges would be applied for those services, which have not achieved the stipulated service levels based on the table mentioned in Expected Service Delivery. There will be maximum penalty charge of 10% per Quarter of the Quarterly Contract value.
The calculation of the same will be done on a Quarterly basis as under – At the end of every month, the Bidder will submit the average response time and average resolution
time report. Rs 500/- per hour subject to a maximum of Rs. 3000/ per day for critical equipment and Rs. 300/- per hour subject to a maximum of Rs. 1500/- per day for all other equipment. Within 5
working days the original equipment should be delivered back to us.
Spare Policy
The bidder may provide temporary equivalent replacement for 5 working days to avoid the above penalty. If the original is not returned in the stipulated 5 days, a penalty of Rs. 2000/- per day for
critical equipment and Rs. 1000/- per day for other equipment would be levied.
In case of a genuine problem of non-availability of spare parts with the Principal, a letter / email to
that effect should be forwarded to NABARD by the Bidder. NABARD at its discretion may decide to waive off the penalty in such exceptional situations.
5.16 Covering for Absence of FM Services
In case suitable replacement is not given for leave/resignation/reassignment of FM personnel, a penalty of Rs.1000/- per day per personnel towards absence will be imposed. In case the resident officials are absent / late and a suitable replacement is not provided, a penalty of Rs. 200/- per hour subject to a maximum of Rs 1000/- per day will be imposed.
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A. Expected Service Delivery
Sr No Particulars Response Resolution Penalty 1. Desktops of Critical (such
as Dealers at H.O, Risk Team) Depts. And Senior Officials at H.O.
15 minutes 30 minutes or immediate standby to be provided
Rs. 300/- per working hour delay or Rs. 1500/- per day whichever is less.
2. Other Equipment: Desktops, Applications, Printers, Scanners, etc. at H.O.
30 minutes 2 hours. (1 working day if parts are to be replaced)
Rs 300/- per working hour delay or Rs 1500/- per day whichever is less.
3. Laptops (If part is not replaced within 2 days standby should be made available; failing will raise a penalty of Rs. 1000/- per day)
30 min. 2 working days if parts are to be replaced.
Rs 300 per working hour delay or Rs 1500/- per day whichever is less.
4. Resolution of OS related problems
30 min 12 hours Rs. 500 per working hour delay or Rs 3000/- per day whichever is less.
5. Servers, Network and related equipments, and all other equipment under warranty
30 min Follow up, Co-ordination & Escalation within 4 hours
Rs 300 per working hour delay or Rs 1500/- per day whichever is less.
6. R.O. Desktops, Laptops – OS / Application issues
30 minutes 2 Hours Rs 300 per working hour delay or Rs 1500/- per day whichever is less.
7. R. O. Desktops, Laptops – hardware issues
30 min 2 hours for troubleshooting and logging call with OEM for replacement of part / warranty machine.
Rs 300 per working hour delay or Rs 1500/- per day whichever is less.
8. R. O. MPLS related issue 30 min 2 hours for troubleshooting and resolution / providing report on findings.
Rs 300 per working hour delay or Rs 1500/- per day whichever is less.
9. Issues with Tools provided by the Bidder
30 min Follow up, Co-ordination & Escalation within 4 hours
Rs 500 per working hour delay or Rs 3000/- per day whichever is less.
The response & resolution time will be calculated from the time of lodging the call. When formatting and loading of all the software is required, additional two hours will be allowed for resolution. For
calculating downtime, calls logged after closing time will be treated as logged at the opening hour of the following working day. Resolution time includes making the systems available for work with O/S uploaded.
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Bidder has to make alternate arrangements for leave/resignation/reassignment of FM personnel and intimate the same to NABARD at least a week in advance. A penalty of Rs. 1000/- per day per personnel towards absence will be imposed, if suitable replacement is not given (with the qualification & experience)
Also to service the most obsolete or discontinued model as well, the bidder shall be liable for any loss or damage to the scheduled equipment caused due to negligence of the bidder during the contract period.
B. DOWNTIME – CALCULATION METHODOLOGY
a) ‘UPTIME’ of the hardware and system software =
(Reckoned Hours minus Downtime /Reckoned Hours X 100 for the maintenance year.
b) Reckoned Hours = Uptime commitment per day X No. of committed days per Year
c) Uptime Commitment per day = Hardware and System Software Maintenance Support Time per day
d) Down Time will be counted from the time of reporting the maintenance call by NABARD to the Bidder
till the resolution of the problem / operations of the hardware and system software.
e) No. of committed days per Year = the number of working days of the NABARD during the year.
C. NON-PERFORMANCE CHARGES :
The selected bidder will have to provide satisfactory service to achieve the service Levels as given in
Expected Service Delivery table. The service level performance will be recorded/monitored daily and
will be reviewed on quarterly basis and non-performance will result in penalty being imposed.
The total non-performance charges for a quarter will be calculated and deducted from the quarterly
bill of the selected bidder. Annual Contract value will be calculated on the basis of the opening
quarterly inventory after adjusting the addition or deletion, if any, during the previous quarter.
Penalty charges would be applied for those services, which have not achieved the stipulated service
levels based on the table “Expected Service Delivery” as mentioned above. There will be maximum
penalty charge of 10% per Quarter of the Quarterly Contract value.
The calculation of the same will be done on a Quarterly basis as under:
At the end of every month, the Bidder will submit the average response time and average resolution
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time report.
a) Rs 500/- per hour subject to a maximum of Rs. 3000/ per day for critical equipment) and Rs. 300/-
per hour subject to a maximum of Rs. 1500/- per day for all other equipment. Within 5 working
days of the original equipment should be delivered back to us.
b) The bidder may provide temporary equivalent replacement for 5 working days to avoid the above
penalty. If the original is not returned in the stipulated 5 days, a penalty of Rs. 2000/- per day for
critical equipment and Rs. 1000/- per day for other equipment would be levied.
c) In case of a genuine problem of non-availability of spare parts with the Principal, a letter / email
to that effect should be forwarded to NABARD by the Principal. NABARD at its discretion may
decide to waive off the penalty in such exceptional situations.
Non-performance charges will not be applied for those equipment under bidder management
provided the calls are logged within the response time to the respective bidders and followed up
with proper escalation.
In case suitable replacement is not given for leave/resignation/reassignment of FM personnel, a
penalty of Rs.1000.00 per day per personnel towards absence will be imposed.
In case the resident officials are absent / late and a suitable replacement is not provided, a penalty
of Rs. 200/- per hour subject to a maximum of Rs 1000/-per day will be imposed.
5.16 Miscellaneous Activities to be taken up by Vendor
5.16.1 Documentation
i. Bidder will provide support for coordinating with other external vendors (such as ISPs etc.
providing IT services to NABARD) for resolution of the problems related to IT issues/projects. The
Scope covers the IT Vendors of NABARD at all locations.
ii. Documentation & Reporting Deliverables :
a. Maintaining database of the all IT Service Providers
b. Contact person/Telephone / Fax / Email, etc.
c. Escalation Matrix / Response time
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d. Co-ordinate with service providers for email technical support & other technical problems.
e. Generate reports of calls logged, resolved, escalated and pending with time and date and
monitor bidder performance using tools.
f. NABARD software/hardware configuration, network diagrams documentation.
5.16.2 Technical Documentation
Following documents should be delivered by the Vendor to the Bank for every software including
third party software before software/service become operational, which includes, user
manuals, installation manuals, operation manuals, design documents, process documents,
technical manuals, functional specification, software requirement specification, system
configuration documents, system/database administrative documents, debugging/diagnostics
documents, test procedures etc.
The vendor should also provide documents related to Review Records/ Test Bug Reports/ Root
Cause Analysis Report, list of all Product components, list of all dependent/external modules and
list of all documents relating to traceability of the Product as and when applicable. The Vendor
should also provide the MIS reports as per requirement of the Bank. Any level/version changes
and/or clarification or corrections or modifications in the above mentioned documentation should
be supplied by the Vendor to the Bank free of cost in timely manner.
5.16.3 Reports
i. Bidder shall submit the reports on a regular basis in a mutually decided format.
Softcopy of these reports shall be delivered automatically via email at specific
frequency and to the pre-decided list of recipients.
ii. Bidder shall submit certain information as part of periodic review as and when
required by the Bank
Following is the indicative list of reports:
A. Daily reports (to be submitted on next working day)
i. Log of backup and restoration undertaken.
ii. Summary of issues / complaints logged at the Help Desk.
iii. Summary of resolved, unresolved and escalated issues/complaints.
iv. Summary of resolved, unresolved and escalated issues/complaints to
v. OEMs/SP/NABARD support teams.
vi. Mail traffic report – list of top users sending /receiving highest number of mails.
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B. Weekly Reports (to be submitted on the first working day of the following week)
i. Issues/Complaints Analysis report for virus calls, call trend, call history etc. Summary of
systems rebooted.
ii. Summary of issues /complaints logged with the OEMs.
iii. Summary of changes undertaken in the Data Center including major changes like
configuration changes, patch upgrades, database reorganization, storage reorganizati on,
etc. and minor changes like log truncation, volume expansion, user creation, user password
reset etc.
C. Monthly Reports (to be submitted by 10th of the following month)
i. Component wise physical as well as IT infrastructure availability and resource utilization.
ii. Summary of component wise Data Center uptime.
iii. Summary of changes in the Data Center.
iv. Log of preventive / scheduled maintenance undertaken.
Configuration Management summary report.
v. Change Management summary report.
vi. Release Management summary report.
vii. Service Level Management – priority/severity wise response and resolution.
viii. Service Failure Analysis, listing out escalations and downtime/outages, if any.
D. Account Dash Board, listing out:
i. Planned activities carried out during the month.
ii. Unplanned activities carried out during the month.
iii. Activities planned but missed specifying the reasons.
iv. Challenges faced during the month.
E. Service Operations, listing out:
i. Service Desk Management – Location wise call summary for all on-site FM locations for
last three months.
ii. Helpdesk Management, listing out priority/severity wise calls logged with comparison for
past three months.
iii. Incident Management, giving category wise call details for critical overhaul areas with
comparison for past three months.
F. Operational Activities
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i. Location wise weekly visits done for off-site FMs and attendance of the on – site resource
personnel.
ii. Service wise performance of activities as per scope of individual service areas.
G. Service Improvement Plan, listing out:
i. Concerns/Escalations with action plan.
ii. Planned activities/initiatives.
iii. Improvements planned, if any.
H. Incident reporting (to be submitted within 48 hours of the incident)
i. Detection of security vulnerability with the available solutions / workarounds for fixing.
ii. Hacker attacks, Virus attacks, unauthorized access, security threats, etc. – with root cause
analysis and the plan to fix the problems.
iii. Software license violations.
The FMS personnel are required to provide various documents/reports to NABARD on a time-to-time basis.
Few important of them are highlighted here. the detailed Scope of Work may mention about many other
such requirements.
Service Components Documents/Reports to be shared by FMS personnel
with NABARD (along with Frequency)
1. AMC for Computers and
Peripherals
On site maintenance service reports (daily)
2. Asset-Configuration-License
Management
(i) List of hardware’s (always updated – to be
shared whenever required)
(ii) List of software’s (always updated – to be
shared whenever required)
(iii) List of licenses along with expiry dates, how
many deployed, etc. (always updated – to be
shared whenever required)
(iv) Configuration change report (whenever
configuration changes)
3. Patch Management (i) List of installed and missing patches (always
updated – to be shared whenever required)
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(ii) List of devices where patches have been
applied but not yet activated (always updated
– to be shared whenever required)
4. Domain Services
Management
(i) List of all users, associated computers, and
access permissions (always updated – to be
shared whenever required)
(ii) Change requests (whenever it arises)
(iii) Audit report of administrative privileges
(weekly)
5. Storage Management (i) Storage server availability report (daily)
(ii) Network reachability report (daily)
(iii) Log of backups taken (weekly)
(iv) Capacity Planning Report ( monthly)
6. Data Center and Server
Management
(i) State of environment and power conditions
(daily)
(ii) Assessment of data center in terms of
cooling, power, positioning of racks, and
other health parameters (first report after 2
months, and subsequently once in a year)
(iii) On-site inventory of critical equipment for the
data center (always updated – to be shared
whenever required)
(iv) Log register of visitors in data center (daily)
(v) Server availability report (daily)
(vi) Audit of server logs (weekly)
7. Network Management (i) Inventory of network hardware (always
updated – to be shared whenever required)
(ii) Logs of switches/routers (weekly)
(iii) Status of the switches/routers (daily)
(iv) Status of the links (daily)
(v) Traffic patterns (weekly)
(vi) Analysis of which user is consuming more
bandwidth within the network (daily)
(vii) Report of network configuration changes
(whenever such change occurs)
(viii) Periodic reports involving the following:
Alerts (real-time)
Outstanding tickets (customized)
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Hourly Ticket Analysis (different time
buckets – customised)
Incident Count
Docket Count with ISP – SP-wise and total
Problematic Links Details.
Device configuration changes – CRF
confirmation
Average uptime per link in hours –
monthly / percentage
RFO Analysis – Resolution Analysis
Top 10 Inbound Utilization
Top 10 outbound Utilization
Top 10 Memory Utilization
Top 10 CPU Utilization
Uptime analysis of the Links
SLA Compliance Report
Capacity Planning Report
Issues & Concerns
8. IT Security Management (i) Logs of firewalls/IDS/IPS (daily)
(ii) Rules of firewalls/IDP/IPS (always updated –
to be shared whenever required)
(iii) Report of change in security rules in
firewalls/IDS/IPS (whenever such change
occurs)
(iv) Report of security threats with proper
identification of the nature (whenever it
arises)
(v) Vulnerability scan reports (quarterly)
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(vi) Pre-defined compliance report to meet
standard compliances (like PCI DSS, ISO 27001
etc.) (whenever required)
(vii) Real time notification whenever an user tries
to access restricted sites (whenever such case
arises)
(viii) Real time reporting of active malwares in the
network and its mitigation (daily)
(ix) Statistics of usage of firewall rules (may be
required to optimize the rules) (quarterly)
(x) Miscellaneous Reports
IPS Report- Daily
Firewall Health status – Daily
Events Report - Daily
Summary of Changes – Daily
The above reports may be
consolidated on weekly / monthly /
quarterly basis
9. DBA(Oracle and MSSQL) (i) Report Change of data base users (whenever
such thing happens)
(ii) Change of database schemas (whenever such
thing happens)
10. Vendor Management (i) Log of calls to third party vendors, reasons,
measures taken by the 3rd party vendors etc.
(daily)
(ii) Report about performance of each 3rd party
vendor (quarterly)
11. Help/Service desk
Management
(i) Status report of raised/pending/closed
concerns by the users (daily)
(ii) Report about concern escalations, their
status (daily)
(iii) List of service FM service engineers along
with their resume (always updated – to be
shared whenever required)
(iv) Notification about change in service
engineers (in advance)
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(v) Gate pass issued to visitors (daily)
(vi) Inventory of computer stationary and
consumables (weekly)
5.16.4 Advisory Services NABARD also will like to have advisory services by competent personnel of the vendor as part of FM
Services. The bidder shall arrange for presenting a summary of the IT Services provided to the Bank
vis a vis the best practices in the industry and shall make efforts to ensure that they are assimilated
in the Bank.
Service Components Documents/Reports to be shared by FMS personnel with NABARD
(along with Frequency)
7. Storage
Management
(i) Effective storage management
(ii) Capacity planning
(iii) Suggesting best practices about back up
8. Data Center and
Server
Management
(i) Best industry practices
(ii) Capacity planning
10. Network
Management
(i) Advisories for revamping networks
(ii) Periodic review for service improvement
(iii) Best Industry Practices
11. IT Security
Management
(i) Advisory for firewall/IDS/IPS rules
(ii) Potential/emerging threats and preventive measures
(iii) Best Industry Practices
5.17 Staffing/ Skill-Set / Qualification / Experience /Knowledge Sharing
The key parameters for evaluating the team members would be:
Qualification & Certification
Total experience
Number of similar analytics assignments handled
Number of similar project duration assignments handled
The number of service engineers indicated in the table below is prescriptive only. The total number
engineers needed for providing all the services sought at various locations (on-site and off-site)
should be worked out so as to maintain the SLA standards and accordingly the solution should be
built and provided.
The detailed break-up of project team members, their summarized job description and evaluation
criteria are tabled below:
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Sr.No. Staff Profile Job Description
Skill - set /Qualification/Experience/ Knowledge sharing
1 Team Lead Responsible for overall performance and delivery of the FMS team
Qualification &
Should be Pro-Active MCA /B. Tech / BE
Should efficiently document and share with team and NABARD
Minimum 6 years of relevant experience as a IT Team Leader
The team lead would be
Accountable: Being held accountable for the RFP
implementation and shall ensure seamless
services.
Demonstrated application support experience, preferably in a 24x7 environment
Ensure Fair and Timely Reporting
Experience in the use of an issue logging and tracking system
Effective computer skills; Microsoft Office 2007/2010 Software - Word, Excel, Power-point,
Effective communication skills both verbally and in writing.
Experience of ITIL practices, ITIL
Certification mandatory – ITIL Certified
2 Service Help Desk Support
Incident Management - Logging of calls from
user departments and other engineers, , raise
tickets assign it to engineers
Minimum 3 years of relevant experience
Follow-up for call closure and escalate wherever necessary. RFO to be ensured.
Experience in IT helpdesk services
Share incident/problem report on daily, weekly
and monthly basis.
Basic understanding of computer
technology in a business environment. Effective computer
skills; Microsoft Office 2007/2010 Software - Word, Excel, Power-point,
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MS Exchange Email client, Helpdesk specific software applications.
Knowledge of ITIL processes, ITIL Certification preferred
Effective communication skills
Please refer Scope of Work
3 System Administrator
Installation, configuration, monitoring of servers and VDI Infrastructure
1. Relevant Experience – 5 years
Prepare & share
availability reports with NABARD core IT team
2. Degree/Diploma in Computer
Engineering, MCSE Certified, CCNA, RHCE
VDI creation and
management
3. Experience in Windows Server
2008, 2012 (preferred)
Patch management
4. Wide range trouble shooting skills involving, Active Directory, storage, security, DNS/DHCP, DFS, printers, etc
Antivirus Updates
5. Experience hypervisors and desktop provisioning
Email ID Creation & backup
6. Experience with Blade or Rack mounted workstations,
Complete backup of Data
and Device configurations
7. Experience with thin clients (setup,
configuration, and management)
Identification and resolution of individual
and system issues which result in or potentially
result in disruption to services provided
8. Experience managing, monitoring,
scaling, and implementing large enterprise level VMWare desktop
and application virtualization environments.
Participate in internal
and external projects, reactive and proactive maintenance, sustaining,
and break-fix activities
9. Experience with Microsoft Active Directory and Windows 2008/2012 Server
Please refer to Scope of Work
10. Knowledge of storage technologies (NFS and iSCSI SAN)
11. Linux (Suse, Red Hat) support
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12. Cisco/Brocade, Virtualisation (Server & Desktop)
13. Knowledge of storage technologies (NFS and iSCSI SAN) , Linux (Suse, Red Hat) support and Cisco/Brocade, Virtualisation (Server & Desktop)
4 DBA Personnel - Oracle
The role will be Database Administration, Troubleshooting and
performance tuning of databases components ,
taking regular backups in presence of Bank’s
designated DBA.
1. Qualification & Certification:
Duties include but are
not limited to BE/BTech/MCA
Maintenance/ administration of the
database
Total experience : Minimum 5 years of post-qualification experience in
Database management in Oracle DB 11g and higher.
Space management/user management
Relevant Database administration certified.
Please refer Scope of work
5 DBA Personnel – MS SQL
1. The role will be Database Administration,
Troubleshooting and performance tuning of
databases components , taking regular backups in
presence of Bank’s designated DBA.
Qualification & Certification:
2. Duties include but are not limited to
BE/BTech/MCA
3. Maintenance/
administration of the database
Total Experience : Minimum 5 years of
post-qualification experience in Database management in MS SQL
Server 2012 and higher.
4. Space
management/user management
Relevant Database administration certified.
5. Please refer Scope of
work
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6 Data Center and Server Manager
1. Should be able to configure and install servers.
1. B Tech / MCA /Diploma in Computer Application with MCSE Certification.
2. He Should be well versed with DHCP , DNS , WINS SMTP, PO3 RAS
VPN SAN , Cluster environment , Back up
etc.
3. Should be able to solve and install Intel server. He Should be well versed with DHCP , DNS , WINS SMTP, PO3 RAS VPN SAN , Cluster environment , Back up.
3.Scope of Work
4. should have sufficient experience
on(skill set) VMware workstation virtualization
7 Security Mgt
Support
Refer Scope of Work.
1. Relevant Experience – 2 years
2. Hands on experience in maintaining a PSS environment.
3. Working knowledge of Firewall devices, VLAN, Proxy
4. Reporting skills & good interpretation skills
5. Excellent communication skills
6. Knowledge on Network Security protocols
7. Relevant certifications
8 Network Engineer
Refer to Scope of work.
1. B Tech / Graduate /Diploma in
Computer Engg or Computer Application. , CCNA is compulsory.
2. Total 2 years should be working as
Network Engineer. 3. Should be able to solve all the
monitoring part mentioned under Scope of work and should be able to
act as first point of support for all DC calls.
9 Regional /Corporate Office Service/Support
Engineer
Desktop/Laptop on-site and phone support
1.Travelling to branches / Vendor
sites within the region would be involved with this position
Printer/Scanner support
2.Minimum 1 years of relevant
experience
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Backup system support-Updating current infrastructure
3.Desktop and Network Troubleshooting
Deploying new equipment
4.Installing and configuring Operating Systems (Windows7,8.1, 10,Linux) Installing and configuring Application
Software (MS Office, Open Office, .net and Java, email clients, etc.)
Provide investigation, diagnosis, resolution and recovery for hardware/software problems
5.Installation and configuration of all applications Configuration of printers, scanners, projectors
Maintain overall ownership of user’s issue
& service ensuring that they receive resolution
within a stipulated timeframe
Manage service requests, software installations, new computer setups,
upgrades, etc.
Record incident
resolutions in the Help Desk tool.
Provide enhancement request feedback to IT
regarding technology environment and customer needs through the defined processes.
Support the following
technologies: Windows 2008/XP, Microsoft
Office 2007/2010 products – Outlook,
Word, Excel, Access,
Internet Explorer, etc. desktops, laptops,
printers, networked copiers, basic LAN/WAN
connectivity and others as assigned.
Monitor daily backups.
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Please refer scope of work
All relevant components
in SoW
Note: The qualifications and skill sets outlined above are minimum expectations only. Depending on the roles and responsibilities
needed under a service domain, the engineer/s should have additional qualifications/skil l -sets.
Certified SonicWall Security Professional (CSSP)
Candidates with advanced-level skillset of SonicWALL Unified Threat Management (UTM) products
and are able to deploy, optimize, and troubleshoot all associated product features.
Qualified candidates typically have experience as system engineers, channel partners, service
partners and end users.
6. Service Window
Service
Components
Service Area
(HO) (RO)
Service Window and
Time period of onsite
engineers##
Service Window
and Time period
of global shared
resources
1. AMC for Computers
and Peripherals
Yes Yes 9*5 (0900 hours to
1800 hours)
24*7
2. Desktop
Management
Yes Yes 9*5 (0900 hours to
1800 hours)
24*7
3. Asset-Configuration-
License
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
4. Patch Management Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
5. Domain Services
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
6. File Services
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
7. Storage
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
8. Data Center and
Server Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
9. Network
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
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10. IT Security
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
11. DBA(Oracle and
MSSQL)
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
12. Vendor
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
13. Help/Service desk
Management
Yes # Yes 9*5 (0900 hours to
1800 hours)
24*7
## If required, for all scheduled and troubleshooting activities onsite engineers should be available on Saturdays/Sunday/Holidays
6.1 Miscellaneous services
Bidder will provide following miscellaneous services:
i. In the event of shifting of office premises by the Bank, Bidder would depute Facility Manage rs/
engineer(s) for de-installation of all the hardware, coordinate with 3rd party vendors, supervise
packing/transportation and installation/ commission of equipment at new location. No extra cost
will be borne by the Bank for the same. However, packing and transportation will be arranged by
the Bank separately.
ii. In the event of adding new office at new locations by the Bank, Bidder has to assist the Bank in
setting up of LAN (cabling, I/O fixing etc.) coordinate with network vendor for setting up of WAN
connectivity etc. Cost towards raw material will be borne by the NABARD. As & when the Bank
opens its new office it is the responsibility of the bidder to provide FM engineer on call basis as
per the contracted rate.
iii. Suggestions/ Recommendation to improve the current infrastructure architecture for better
response & security.
iv. Bidder shall track software usage throughout the IT setup so as to effectively manage the risk of
unauthorized usage or under-licensing of software installed in the Bank. The Bank will provide
the list of all the authorized software and the number of licenses procured.
v. If Bank implements any project in future then the bidder shall provide support required other
than mandatory requirement at the cost mentioned in commercial bid.
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7. General Terms and Conditions:
These terms and conditions are generic in nature, which have been mentioned for the knowledge of
the Vendors and may be changed to specific terms and conditions with necessary changes with
each Work Order as and when applicable.
7.1 Definitions
In this Contract, the following terms shall be interpreted as indicated:
“NABARD” means National Bank for Agriculture and Rural Development.
“The Contract” means the agreement entered into between NABARD, represented by its Head
Office and the Vendor of goods and services, as recorded in the Contract Form signed by
the parties, including all attachments and appendices there to and all documents
incorporated by reference therein.
“The Contract Price” means the price payable to the Vendor under the Contract for the full and
proper performance of its contractual obligations.
“The Goods” means all of the materials which the Vendor is required to supply to NABARD
under the Contract.
“The Services” means IT and IT related services, provision of technical assistance, training and
other such obligations of the Vendor as applicable under the Contract.
“TCC” means the Terms and Conditions of Contract contained in this section.
“The Vendor” or “the Vendor” or “Vendor” means the Vendor supplying or intending to supply
the Goods and Services under this Contract.
“The Project Site” means Head Office of NABARD.
7.2 Use of Contract Documents and Information
The Vendor shall not, without NABARD’s prior written consent, disclose the Contract, or furnish any
provision thereof, or any specification, plan, drawing, pattern, sample or information, website
contents, applications furnished by or on behalf of NABARD in connection therewith, to any person
other than a person employed by the Vendor in the performance of the Contract. Disclosure to any
such employed person shall be made in confidence and shall extend only so far as may be necessary
for purposes of such performance. Vendor will treat as confidential all data and information about
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NABARD, 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 NABARD.
7.3 Governing language
The Contract shall be written in English. All correspondence and other documents pertaining to the
Contract, which are exchanged by the parties, shall be written in English. The technical
documentation involving detailed instruction for operation and maintenance, users' manual etc. is to
be delivered with every unit of the equipment supplied. The language of the documentation should
be English.
7.4 Commercial Terms
All Payments will be made to the Vendor in Indian rupee only.
Vendor must accept the payment terms proposed by NABARD. Commercial bid submitted by Vendor
must be in conformity with payment terms proposed by NABARD. Any deviation from the proposed
payment terms would not be accepted. NABARD shall have the right to withhold any payment due to
Vendor, in case of delays or defaults on the part of Vendor. Such withholding of payment shall not
amount to a default on the part of NABARD. Once a contract price is arrived at, the same must remain
Vendor and must not be subject to escalation during the performance of the contract due to
fluctuation in foreign currency, change in the duty/tax structure, changes in costs related to the
materials and labour or other components or for any other reason.
7.5 Applicable laws
The Contract shall be interpreted in accordance with the laws prevalent in India.
Compliance with all applicable laws: The Vendor shall undertake to observe, adhere to, abide by,
comply with and notify NABARD about all laws in force or as are or as made applicable in future,
pertaining to or applicable to them, their business, their employees or their obligations towards them
and all purposes of this RfP and shall indemnify, keep indemnified, hold harmless, defend and
protect NABARD and its employees/ officers/ staff/ personnel/ representatives/ agents from
any failure or omission on its part to do so and against all claims or demands of liability and all
consequences that may occur or arise for any default or failure on its part to conform or
comply with the above and all other statutory obligations arising there from. Compliance in obtaining
approvals/ permissions/ licenses: The Vendor shall promptly and timely obtain all such consents,
permissions, approvals, licenses, etc., as may be necessary or required for any of the purposes of
this project or for the conduct of their own business under any applicable Law, Government
P a g e 73 | 129
Regulation/ Guidelines and shall keep the same valid and in force during the term of the project,
and in the event of any failure or omission to do so, shall indemnify, keep indemnified, hold
harmless, defend, protect and fully compensate NABARD and its employees/ officers/ staff/
personnel/ representatives/ agents from and against all claims or demands of liability and all
consequences that may occur or arise for any default or failure on its part to conform or comply with
the above and all other statutory obligations arising therefrom and NABARD will give notice of any
such claim or demand of liability within reasonable time to the Vendor.
7.6 Intellectual Property Rights
In the event of any claim asserted by a third party of infringement of copyright, patent, trademark,
industrial design rights, etc. arising from the use of the Goods or any part thereof in India, the
Vendor shall act expeditiously to extinguish such claim. If the Vendor fails to comply and NABARD
is required to pay compensation to a third party resulting from such infringement, the Vendor
shall be responsible for the compensation including all expenses, court costs and lawyer fees.
NABARD will give notice to the Vendor of such claim, if it is made, without delay.
7.7 Force majeure
If the performance as specified in this order is prevented, restricted, delayed or interfered by
reason of fire, explosion, cyclone, floods, war, revolution, acts of public enemies, blockage or
embargo, any law, order, proclamation, ordinance, demand or requirements of any Government
or authority or representative of any such Government including restrict trade practices or
regulations, strikes, shutdowns or labour disputes which are not instigated for the purpose of
avoiding obligations herein, or any other circumstances beyond the control of the party affected,
then notwithstanding anything here before contained, the party affected shall be excused from its
performance to the extent such performance relates to prevention, restriction, delay or
interference and provided the party so affected uses its best efforts to remove such cause of
non-performance and when removed the party shall continue performance with utmost dispatch.
If a Force Majeure situation arises, the Vendor shall promptly notify NABARD in writing of such
condition, the cause thereof and the change that is necessitated due to the conditions. Until and
unless otherwise directed by NABARD in writing, the Vendor shall continue to perform its
obligations under the Contract as far as is reasonably practical, and shall seek all reasonable
alternative means for performance not prevented by Force Majeure event.
7.8 Performance Guarantee
i. If the contract is awarded, the Vendor shall furnish a Performance Bank Guarantee in the format
as required by NABARD to the extent of 10% of the value of the contract within 15 days from the
P a g e 74 | 129
date of acceptance of the purchase contract/ Work Order. The performance guarantee shall
remain valid for the entire period of the Contract. If the Performance guarantee is not submitted,
within the stipulated time in the desired format, NABARD reserves the right to cancel the contract.
The Performance Guarantee would be discharged and returned to the Vendor after the completion
of contract period or successful performance of the contract, whichever is later. The Performance
Bank Guarantee shall be from a scheduled commercial bank.
ii. In the event of the Vendor failing to make and maintain a security deposit in the manner aforesaid,
the Vendor shall be liable for forfeiture of EMD/BID security with NABARD submitted by them and
NABARD shall be entitled to cancel the work order.
iii. In case, Vendor does not perform under the contract to the full satisfaction of NABARD during the
contract period, NABARD reserves the right to reject the items/services rendered under the
contract in its entirety or partially, as the case may be, during the evaluation period and Vendor
shall be liable to refund the full or proportionate amount, if already paid for the said items /
services etc. In this regard the decision of NABARD shall be final. The guarantee will be a continuing
Guarantee, valid till the expiry of the contact period.
iv. Any deficiency or deficiencies observed by NABARD during the contract period or before, in the
performance or quality of the services rendered including the reverse transition, can separately or
collectively be subject to deduction of sums as compensation from the PBG deposited with
NABARD. This shall be in addition to other remedies available to it under the contract or otherwise
if the selected Vendor fails to fulfill any of the terms of contract / order or commits brea ch of any
terms and conditions of the contract.
v. NABARD shall be entitled to deduct from deposit any loss or damage which NABARD may be put to,
by reason of any act or default recoverable by NABARD from Vendor and to call upon the Vendor
to maintain the deposit at the original limit by making further deposits.
vi. No interest will be allowed on Performance Bank Guarantee.
vii. Responses to this RFP document should not be construed as an obligation on the part of NABARD
to award a purchase contract for any services or combination of services. Failure of NABARD to
select a Vendor shall not result in any claim whatsoever against NABARD. NABARD reserves the
right to reject any or all bids either in part or in full, without assigning any reason whatsoever.
viii. By submitting a proposal, the Vendor agrees to promptly contract with NABARD for any work
awarded to the Vendor. Failure on the part of the awarded Vendor to execute a valid contract with
P a g e 75 | 129
NABARD will relieve NABARD of any obligation to the Vendor, and a different Vendor may be
selected.
ix. Any additional or different terms and conditions proposed by the Vendor would be rejected unless
expressly assented to in writing by NABARD and accepted by NABARD in writing.
x. The Vendor must strictly adhere to the delivery dates or lead times identified in their proposal.
Failure to meet these delivery dates, unless it is due to reasons entirely attributable to NABARD, may
constitute a material breach of the Vendor’s performance. In the event that NABARD is forced to
cancel an awarded contract (related to this RFP document) due to the Vendor’s inability to meet the
established delivery dates, that Vendor will be responsible for any re-procurement costs suffered by
NABARD. The liability of Vendor in such an event shall be limited to the amount actually spent by
NABARD for procuring similar alternative deliverables and services or to 20% of the total contract
value/cost whichever is higher.
xi. The Vendor represents and acknowledges to NABARD that it possesses necessary experience,
expertise and ability to undertake and fulfill its obligations of implementing ITSM. The Vendor also
acknowledges that NABARD having relied on this statement of fact, therefore neither accepting
responsibility for, nor relieving the Vendor of responsibility for the performance of all provisions and
terms and conditions of this RFP document, NABARD expects the Vendor to fulfill all the terms and
conditions of this RFP document.
xii. The Vendor represents that the proposed site infrastructure and its documentation and/or use of the
same by NABARD shall not violate or infringe the rights of any third party or the laws or regulations
under any governmental or judicial authority. The Vendor further represents that the documentation
to be provided to NABARD shall contain a complete and accurate description of the ITSM project and
shall be prepared and maintained in accordance with the highest industry standards. The Vendor
represents and undertakes to obtain and maintain validity throughout the contract, of all appropriate
registrations permissions and approvals, which are statutorily required to be obtained by the Vendor
for performance of the obligations of the Vendor. The Vendor further undertakes to inform and assist
NABARD for procuring any registrations, permissions or approvals, which may at any time during the
Contract Period be statutorily required to be obtained by NABARD for availing services from the
Vendor.
xiii. All terms and conditions, payments schedules, time frame for expected service levels as per this RFP
will remain unchanged unless explicitly communicated by NABARD in writing to the Vendor. NABARD
shall not be responsible for any inferences or conclusions made by the Vendor with respect to any
aspect of the Service. The Vendor shall at no point be entitled to excuse themselves from any claims
by NABARD whatsoever for their deviations in confirming to the terms and conditions, payments
P a g e 76 | 129
schedules, expected service levels, time frame for ITSM project etc. as mentioned in this RFP
document.
xiv. NABARD and the Vendor covenants and represents to the other Party the following :
It is duly incorporated, validly existing and in good standing under as per the laws of the state in
which such Party is incorporated.
It has the corporate power and authority to enter into Agreements and perform its obligations there
under. The execution, delivery and performance of terms and conditions under Agreements by such
Party and the performance of its obligations there under are duly authorized and approved by all
necessary action and no other action on the part of such Party is necessary to authorize the
execution, delivery and performance under an Agreement.
xv. The execution, delivery and performance under an Agreement by such Party :
Will not violate or contravene any provision of its documents of incorporation.
Will not violate or contravene any law, statute, rule, regulation, licensing requirement, order, writ,
injunction or decree of any court, governmental instrumentality or other regulatory, governmental
or public body, agency or authority by which it is bound or by which any of its properties or assets
are bound.
Except to the extent that the same have been duly and properly completed or obtained, will not
require any filing with, or permit, consent or approval of or license from, or the giving of any notice
to, any court, governmental instrumentality or other regulatory, governmental or public body,
agency or authority, joint venture party, or any other entity or person whatsoever.
To the best of its knowledge, after reasonable investigation, no representation or warranty by such
Party in this Agreement, and no document furnished or to be furnished to the other Party to this
Agreement, or in connection herewith or with the transactions contemplated hereby, contains or
will contain any untrue or misleading statement or omits or will omit any fact necessary to make the
statements contained herein or therein, in light of the circumstances under which made, not
misleading. There have been no events or transactions, or facts or information which has come to,
or upon reasonable diligence, should have come to the attention of such Party and which have not
been disclosed herein or in a schedule hereto, having a direct impact on the transactions
contemplated hereunder. The Vendor undertakes to provide necessary support for setting up the
Disaster Recovery (DR) backup at the DR site of NABARD.
xvi. NABARD would not return the bid documents to the Vendor(s).
xvii. NABARD shall not be held liable for costs incurred during any negotiations on proposal s or
proposed contracts or for any work performed in connection therewith.
P a g e 77 | 129
7.9 Forfeiture of performance security
The bid security [EMD] may be forfeited : If a Vendor withdraws its bid during the period of bid
validity specified by the Vendor on the Bid Form; Or If the successful Vendor fails to accept
the order/ sign the Contract Or furnish Performance Guarantee.
NABARD shall be at liberty to set off/ adjust the proceeds of the performance security towards the
loss, if any, sustained due to the Vendor’s failure to complete its obligations under the contract.
This is without prejudice to NABARD’s right to proceed against the Vendor in the event of the
security being not enough to fully cover the loss/ damage.
7.10 Indemnity
The successful bidder shall indemnify NABARD against all claims in respect of patent rights, design,
trademarks of name or other protected rights in respect of any material used for (hardware
and/or software) or in connection with the works or temporary works and from against all claims,
demands proceedings, damages, costs, charges and expenses whatsoever in respect thereof or
in relation thereto. The successful bidder shall defend all actions arising from such claims, before
any such infringement and receive their permission to proceed, and shall himself pay all royalties,
license fees, damages, costs and charges of all and every sort that may be legally incurred in respect
thereof. The successful bidder, before starting the work of execution of the service contract as
described under scope of work, is required to submit a “Letter of Indemnity and Undertaking” as
per the prescribed format( XVIII).
7.11 Termination
NABARD reserves the right to terminate the contract at any point of time during the
implementation phase or during the service contract period without showing any reasons thereof,
by giving a written notice with 30 days notice period to the vendor. If the vendor becomes bankrupt
or otherwise insolvent, termination will not prejudice or affect any right of action or remedy, which
has accrued or will accrue thereafter to NABARD. Further, NABARD reserves the right to cancel the
contract in the event of happening one or more of the following Conditions:
i. Failure of the successful Vendor to accept the contract and furnish the Performance Guarantee
within specific days of receipt of purchase contract as stated in the Purchase order.
ii. Delay in delivery beyond the specified period.
iii. Delay in offering services.
iv. Delay in completing installation / implementation and acceptance tests / checks beyond the
specified periods.
P a g e 78 | 129
v. Serious discrepancy in functionality to be provided or the performance levels agreed upon, which
have an impact on the functioning of the Bank.
vi. In addition to cancellation of purchase contract, NABARD reserves the right to appropriate
damages through encashment of Bid Security/Performance Guarantee given by Vendor.
vii. Notwithstanding the existence of a dispute, and/or the commencement of arbitration
proceedings, the Bidder will be expected to continue providing uninterrupted services until
alternative arrangements are made.
viii. Data residing in the Tools, documents, reports, etc. has to be shared and explained with proper care to the
personnel identified by NABARD.
7.12 Resolution of Disputes
i. NABARD and the Vendor shall make every effort to resolve amicably, by direct informal negotiation
between the respective project directors of NABARD and the Vendor, any disagreement or dispute
arising between them under or in connection with the contract. The ‘Project Director’ will be
defined by the designation of responsible officers of Bidder and NABARD.
ii. All disputes and differences of any kind whatsoever, arising out of or in connection with this RFP or
in the discharge of any obligation arising under this RFP (Whether during the course of execution
of the order or after completion and whether before or after termination, abandonment or breach
of the terms and conditions of RFP) shall be resolved amicably.
iii. In case of failure to resolve the disputes and differences amicably within 30 days of the receipt of
notice by the other party, then such unsettled dispute or difference shall be referred to arbitration
by sole arbitrator mutually agreed in accordance with the Arbitration and Conciliation Act, 1996. If
no agreement is arrived at within 30 days from the date of notice as to who shall be the sole
arbitrator, then the sole arbitrator shall be appointed as hereinafter provided.
iv. In case Vendor raises a dispute and the same is referred to arbitration, NABARD shall send to
Vendor/Bidder a list of three names of persons who shall be presently unconnected with NABARD
or Vendor. Vendor shall on receipt of the names as aforesaid, select any one person so named to
be appointed as sole arbitrator and communicate his name to NABARD within 30 days of receipt of
the names. Vendor shall thereupon without delay appoint the said person as the sole arbitrator. If
Vendor fails to select the person as sole arbitrator within 30 days of receipt of the panel NABARD
shall be entitled to appoint one of the persons from the panel as sole arbitrator and communicate
his name to Vendor. If the person so appointed is unable or unwilling to act or refuses his
appointment or vacates his office due to any reason whatsoever, another person shall be
appointed by NABARD from the above list of persons.
v. In case NABARD raises a dispute and the same is referred to arbitration, Vendor shall send to
NABARD a list of three names of persons who shall be presently unconnected with Vendor or
NABARD. NABARD shall on receipt of the names as aforesaid, select any one person out of the
panel of three so named to be appointed as sole arbitrator and communicate his name to Vendor
P a g e 79 | 129
within 30 days of receipt of the names. Vendor shall thereupon without delay appoint the said
person as the sole arbitrator. If NABARD fails to select the person as sole arbitrator within 30 days
of receipt of the panel, Vendor shall be entitled to appoint one of the persons from the panel as
sole arbitrator and communicate his name to NABARD. If the person so appointed is unable or
unwilling to act or refuses his appointment or vacates his office due to any reason whatsoever,
another person shall be appointed by Vendor from the above list of persons.
vi. The Arbitration shall be governed by the Arbitration and Conciliation Act, 1996 as in force and as
amended from time to time. Where the parties appoint an Arbitrator, as per the procedure
mentioned hereinabove, the award of the Arbitrator shall be final and binding on the parties. It is
hereby agreed that in all disputes referred to the Arbitration, the Arbitrator shall give a separate
award in respect of each dispute or difference in accordance with the terms of reference and the
award shall be a reasoned award. It is hereby agreed that the Arbitrator shall not have powers to
order any interim measures whatsoever during the course of arbitration.
vii. The fees, if any, of the Arbitrator shall initially be paid in equal proportion by each of the parties.
The cost of the reference and of the award including the fees, if any, of the Arbitrator shall be
directed to be finally borne and paid by such party or parties to the dispute in such manner or
proportion as may be directed by the Arbitrator as the case may be in the award.
viii. All disputes arising out of or in any way connected with this Agreement shall be deemed to have
arisen at Mumbai only and Courts in Mumbai only shall have jurisdiction to determine the same.
ix. Irrespective of the status of the arbitration, the service should continue as per the SLA.
*********************************************************************************
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Annexure - I : Eligibility Bid – Covering Letter
(To be submitted on Bidder’s company letter head)
Date:
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
COMPREHENSIVE IT SERVICE MANAGEMENT
RFP No : ………………….. dated …………………. - Eligibility Bid
We, the undersigned bidder, having read and examined the aforesaid RFP document in detail, do
hereby propose to extend the services as specified in the Tender document number ................. dated
................ and submit the following as per requirement. Techincal bid and commercial bid inside
separate envelopes in prescribed formats.
We hereby declare that our bid is made in good faith, without collusion or fraud and the informati on
contained in the bid is true and correct to the best of our knowledge and belief.
We also undertake to have read, understood and accepted the terms and conditions specially those
related to evaluation and selection processes mentioned in the RFP except the points mentioned in
Annexure-VI (List of deviation) in our bid response. Having submitted our response to the aforesaid
RFP, we also understand not to have any option to raise any objection against any of the s aid processes
defined in the RFP in any future date. We understand that our bid is binding on us and that you are not
bound to accept a bid you receive.
Thanking you,
Yours sincerely,
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 81 | 129
Annexure – II : General Information about Bidder
RFP No. …………………. Dated ………………….
Details of the Bidder (Company)
1 Name of the Bidder
2 Address of the Bidder
3 Status of the Company (Public Ltd/ Pvt. Ltd)
4
Details of Incorporation of the Company Date:
Ref.#
5
Details of Commencement of Business Date:
Ref.#
6 Valid Sales tax registration no.
7 Valid Service tax registration no.
8 Permanent Account Number (PAN)
9 Name & Designation of the contact person to whom all
references shall be made regarding this tender
10 Telephone No. (with STD Code)
11 E-Mail of the contact person:
12 Fax No. (with STD Code)
13 Website
14 Financial Details (as per audited Balance Sheets) (in Cr)
15 Year 2013-14 2014-15 2015-16
16 Net Worth
17 Turn Over
18 PAT
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 82 | 129
Annexure - III : Response to the Minimum Eligibility Criteria
(RFP No. ……………. Dated
……………………..) Sr.
No.
Basic
Requirement Requirement
Documents Required Bidde
r’s
Comp
liance
Description
of proof
attached
of proof
attached
A. Bidder Profile
1
Legal Entity
The Bidder should be a
company registered in India
and under the Companies
Act 1956. Certification of
Incorporation to be
submitted
Certificate of
Incorporation or
Partnership Deed
Yes/No
2 Registered with the Service
Tax Authorities
Registration Certificate Yes/No
3
Should have been operating
for the last 10 years as of 1st
March 2016
Authentic certificate from
the practicing fellow
member of Institute of
Chartered Accountant of
India (FCA).
Yes/No
4
Geographical
Presence
The Bidder should have their
registered office in India
Copy of registration
certificate
Yes/No
5
Bidder should have its
offices in at least 10 State
Capitals in India. Specify
locations and addresses
along with details of office in
charge. Submit List of offices
with addresses signed by
authorized signatory
Declaration from the
authorized signatory along
with the address, phone
number and contact
person of the location.
Yes/No
6 Total Turnover
& Profit
The Bidder should have
been in business at least for
Audited balance sheet and
profit & loss account
Yes/No
P a g e 83 | 129
a period of 10 years in India
and have revenue of at least
INR 300 crores in the past 5
financial years as of 31st
March 2016
7
The bidder should have
been making net profit of
minimum INR. 50 crores for
the last three (3) financial
years as of 31st March 2016
Yes/No
8 Certifications
Bidder should have the
following valid certifications
as on date of submission of
the Proposal and should
have been certified for the
past 3 years. Copy of the
Certificates to be attached
with the proposal:
· ISO 20000-1: 2011
· ISO 9001
· ISO 27001:2005
Copy of certification which
is valid on date of
submission.
Yes/No
9
Manpower
Strength
The Bidder should have
strong capabilities in
providing support
framework using ITIL
process. Should have
employed more than 30 ITIL
certified professionals
Proof / undertaking from
the Authorized signatory
to be submitted
Yes/No
10
Bidder’s remote
infrastructure should have
minimum 2000 qualified
personnel for delivering
similar support services
Yes/No
11
The bidder should have
minimum 1000 qualified
support engineers having
BE/B.Tech/MCA in
IT/Computer Science/
Yes/No
P a g e 84 | 129
Electronics &
Communication/Electronics
or higher on company
payroll as on submission of
bid.
12 Labor Laws
The Bidder should give an
undertaking that it is
following minimum wages
act and other directives of
the Government, as
applicable for all employees
associated with this project,
from time to time.
Declaration on letter
head of the company from
the authorized signatory
duly singed and stamped
Yes/No
13
The company or any of its
subsidiaries / related legal
entities should have never
been blacklisted/barre d
(temporary or
permanent)/disqualified
by any regulator /statutory
body / public sector
undertaking in India or
Internationally. The bidder
must give a declaration to
this effect on its
letterhead.
Self declarati on
certificate by authori ze d
signatory as per the
format given in Annexure
Yes/No
B. Relevant Past Experience of the Bidder
14
Technical
Strength
The Bidder should
be in the business
of IT
Services/AMC/FM
S for at least 5
years as of 31st
March 2016
Memorandum and Articles of
Association or Copy of Work orders
confirming only year and Area of
activity
Yes/No
15
Bidders client list
include banks, FIs,
Government
Undertakings, and
Declaration from bidder listing at
least 5 such major clients.
Yes/No
P a g e 85 | 129
other reputed
organizations.
16
The Bidder should
be a leading
Information
Technology (IT)
Services Company
with IT Services as
its main business
Authentic certificate from the
practicing fellow member of
Institute of Chartered Accountant of
India (FCA) clearly showing the IT
services revenue.
Yes/No
17
Bidder should
have remote
infrastructure
management
capabilities and
have facilities
which are
certified with ISO
20000/ISO 27001:
2005 for the past
4 financial years
ISO certificates for remote center or
declaration on the company letter
head by authorized signatory duly
singed and stamped
Yes/No
18
Bidder should
have the
capabilities to
handle AMC-FMS
services for all
brands and makes
of computer
systems and
peripherals. The
bidder should be
able to provide
FMS for all
hardware items
and support for all
computing
platforms and
services as listed
in the Scope of
Work.
Yes/No
P a g e 86 | 129
19
The Bidder should
have capability to
generate
automatic tickets
from monitoring
alerts –
monitoring to
incident
management
tools need to be
integrated
Declaration on letter head of the
company from the authorized
signatory duly singed and stamped.
Framework overview document also
to be submitted
Yes/No
20
The escalation
matrix provided
by customer
should be
completely
automated
allowing tickets to
escalate within
the incident
management
system
automatically
with Email and
SMS notification
to customer's
relevant
stakeholders
Yes/No
21
The Bidder should
provide online
Asset details for
transparent
management /
reconciliation of
asset data
between
Customer's and
service provider
Yes/No
P a g e 87 | 129
Annexure – IV : Declaration Regarding Clean Track Record
(To be submitted on Prime Bidder’s company letter head)
Date:
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
Declaration Regarding Clean Track Record
RFP No : dated
…………….. Dear Sir,
We refer to the Terms & Conditions contained in the RFP No. …………………. date d
…………………
We hereby declare that our company has not been debarred/ black listed by any Governme nt
/ Semi Government organizations/ Banks in India. I further certify that I am competent officer in my
company to make this declaration that our bid is binding on us and that you are not bound to accept
a bid you receive.
Thanking you,
Yours Sincerely,
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 88 | 129
Annexure – V : Response to the Technical Bid
(RFP No. ……………. dated ……………………..)
Part A: Evaluation Matrix for Bidder’s Technical Profile:
S.N
Criteria
Criteria Points
(Max Marks)
Description of proof
attached
1(a)
Should have experience of on-site Facility Management for a
value of Rs. 20 lakh per annum or above with at least two All
India Public Financial Institutions or Scheduled Commercial
Banks / Government Setup / Large Corporate LC) spread
across multiple states/regions in India where
ii i ) The bidder should have provided FM services at customer’s
premises with their onsite engineer.
iv) Services are valid and shall be in effect till March 2016.
Bidder would have to submit satisfactory certificate against
referred services.
Services without satisfactory certificate will not be considered.
Max Marks
7.5
Referred Client name
and
Location (where
facilities has been set
up for centralized
management of IT
Infrastructure at the
customer’s premise):
(A letter from the
Institution )
For 9 or more Govt. Sector / PSU/Banks/FIs in
India
7.5
For 5-8 Govt. Sector / PSU/Banks/FIs in India 4 For 3 to 4 in Govt. Sector / PSU/Banks/FIs /LC in
India (discuss whether 2-4?)
2
P a g e 89 | 129
1(b)
Should have deployed more than 50% of the
tools proposed for NABARD at any other
customer sites.
Max Marks 7.5 Declaration with list of
deployments and tools
implemented.
No of deployments >= 5 sites 7.5
No of deployments >= 3 sites but less than 5
sites
4
No of deployments >= 1 sites but less than 3
sites
2
No deployments 0
2
Must be engaged in the business of ‘IT
Facility management for at least 10 years as
on March 31, 2016 in India.
(Only complete year will be taken into
consideration)
Max Marks
15
Incorporation
Certificate no:
Date of
Incorporation Being in the Business for more than 15 years 15
P a g e 90 | 129
Being in the Business for 10 to 15 years 10
Referred Client
PO NO
PO Date
Services provided
Being in the Business for 5 to 9 years
05
3
Technical & Qualified Manpower on the company
pay roll
- Minimum Qualification: Qualification
mentioned against qualification for Server
Engineer & Network Engineer – List to be
provided with their qualification (PF/ESI
documentary evidence to be submitted)
Max Marks 15
Detail on letter head
signed by the HR
head and attested by
the authorized
signatory
300 & above Qualified & Experienced Engineers 15
200-300 Qualified & Experienced Engineers 10
100-200 Qualified & Experienced Engineers 05
4
Bidder is certified partner /registered partner of
Microsoft
Max Marks 5
Relevant Certificate
Bidder is Gold certified partner of Microsoft
05
Relevant Certificate
Bidder is Silver certified partner of Microsoft 03
Bidder is registered partner of Microsoft. 01
5
Average Annual Turnover for Last 3 years (with
respect to FM Services & Annual Maintenance
Contract only)
Letter from Company Secretary to provided
Max Marks 10
Balance sheet / CS
Certificate
More than 800 Cr. 10
More than 500 Cr and up to 800 Cr. 05
More than 300 Cr and up to 500 Cr. 03
P a g e 91 | 129
6
Direct Support Centers at locations of the Bank (
other than Mumbai, Locations are mentioned in
Appendix A)
Max Marks 10
Address of Service
support center at
Mumbai.
Address for other
offices
More than 30 NABARD Offices 10
More than 23 NABARD offices and up to 29
NABARD offices
7
More than 15 NABARD offices and up to 23
NABARD offices
5
More than 1 NABARD offices and up to 15
NABARD offices
03
Signed by the
authorized signatory
7 No of NABARD offices (other than Mumbai,
NABARD offices are mentioned in Appendix A)
where support will be provided through their
channel partner (List to be provided on letter
head)
Max Marks 10
Address of Service
support center at
Mumbai.
Address for other
offices
Signed by the
authorized signatory
None 10
Up to 15 07
More than 15 and upto 25 05
More than 25 and upto 30 03
More than 30 01
Total Technical Score 80
P a g e 92 | 129
Part B: Evaluation of conformity to SoW
1. For each of the sections mentioned in the Table below, the bidder is required to specify the tools along with
its key features (wherever applicable).
2. Moreover, the bidders must provide written justification of how much they are conforming to the SoW (AMC,
Tools, FM Services) for each of the 13 sections in SoW document.
Serial
No Service
Components
Technical Competency Full Marks
(80)
Minimum
Marks
Required
1. AMC for
Computers and
Peripherals
(iii) Will be competent to address all points
mentioned in Scope of Work (including on-site
maintenance)
6
7
(iv) Ability to maintain stand-by devices 4
2. Desktop
Management
(iii) Desktop Management Tool must satisfy the
functionalities in SoW
3
4 (iv) FM service capabilities regarding desktop
management as mentioned in SoW
2
3. Asset-
Configuration-
Licence
Management
(iii) Asset-Configuration-License Management
Tool must satisfy the functions in SoW
3
4
(iv) FMS capabilities regarding Asset-
Configuration-License Management as
mentioned in SoW
2
4. Patch
Management
(iii) Patch Management Tool must satisfy the
functions in SoW
3
4 (iv) FMS capabilities regarding Patch
Management as mentioned in SoW
2
5. Domain
Services
Management
(iii) Domain Services Management Tool must
satisfy the functions in SoW
3
4
(iv) FMS capabilities regarding Domain Services
Management as mentioned in SoW
2
6. File Services
Management
FMS capabilities regarding File Server Management as
mentioned in SoW
4 2
7. Storage
Management
(iii) Storage Management Tool must satisfy the
functions in SoW
3
4 (iv) FMS capabilities regarding Storage
Management as mentioned in SoW
2
8. Data Center
and Server
Management
(iii) Data Center and Server Management Tool
must satisfy the functions in SoW
3
4
(iv) FMS capabilities regarding Data Center and
Server Management as mentioned in SoW
2
P a g e 93 | 129
9. Network
Management
(iii) Network Management Tool must satisfy the
functions in SoW
6
7 (iv) FMS capabilities regarding Network
Management as mentioned in SoW
4
10. IT Security
Management
(iii) IT Security Management Tool must satisfy the
functions in SoW
5
6 (iv) FMS capabilities regarding IT Security
Management as mentioned in SoW
3
11. DBA(Oracle and
MSSQL)
(iii) DBA Tool must satisfy the functions in SoW 3
4
(iv) FMS capabilities regarding Data Base
Administration as mentioned in SoW
3
12. Vendor
Management
(ii) Vendor Management Tool must satisfy the
functions in SoW
3
4
(iv) Vendor Management Tool must satisfy the
functions in SoW
2
13. Help/Service
desk
Management
(v) Help/Service Desk Management Tool must
satisfy the functions in SoW
4
6 (vi) Help/Service Desk Management Tool must
satisfy the functions in SoW
3
P a g e 94 | 129
Annexure – VI : Statement of Deviations RFP No. ………………………. dated ………………..
Bidders should provide details of all deviations, comments and observations or suggestions in the
following format duly signed and sealed. You are also requested to provide a reference of the page
number, state the clarification point and the comment/ suggestion/ deviation that you propose as
shown below.
NABARD shall exercise discretion in accepting or rejecting all or any of the deviations which shall not
entitle the bidder to submit a revised commercial bid. Further, any deviation mentioned elsewhere in
the response other than in this format shall not be considered as deviation by NABARD.
List of Deviations
Clarification point as stated in
the tender document
Page / Section Number in
RFP Comment/ Suggestion/ Deviation
1
.
2
.
Note:
All the queries received on or before the date of the Pre-Bid meeting would be taken in records and appropriate
response / changes will be given as corrigendum to the RFP.
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 95 | 129
Annexure –VII : Letter of Competence
(To be executed on a non-judicial stamp paper)
RFP No : ................................... dated ............................
This is to certify that we [Insert name of Bidder], address…………………..are fully competent to
undertake and successfully deliver the scope of services mentioned in the above RFP. This
recommendation is being made after fully understanding the objectives of the project and
requirements of providing services as mentioned in the captioned RFP.
We also certify that all the information given by in response to this RFP is true and correct.
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 96 | 129
Annexure - VIII : Power of Attorney
(To be executed on non-judicial stamp paper)
POWER OF ATTORNEY
BY THIS POWER OF ATTORNEY executed on , 201.., We ,
a Company incorporated under the Companies Act, 1956, having its Registered Office
at
(hereinafter referred to as “the Company”) doth hereby nominate,
constitute and appoint <Name>, <Employee no.>, < Designation> of the Company, as its duly
constituted Attorney, in the name and on behalf of the Company to do and execute any or all of the
following acts, deeds, matters and things, namely :-
Execute and submit on behalf of the Company a Proposal and other papers / documents with
‘NABARD’ relating to ‘Request for proposal No. …………………… dated for Facility Managem e nt
Services and to attend meetings and hold discussions on behalf of the Company with NABARD in
this regard.
THE COMPANY DOTH hereby agree to ratify and confirm all whatsoever the attorney shall lawfully
do or cause to be done under or by virtue of these presents including anything done after revocation
hereof but prior to actual or express notice thereof being received by the person or persons for the time
being dealing with the attorney hereunder.
IN WITNESS WHEREOF, has caused these presents to be executed
by
on the day, month and year mentioned
hereinabove. For and on behalf of the Board of Directors of
WITNESS :
Signature of
Attested
P a g e 97 | 129
Annexure – IX : Letter of Conformity
(To be submitted on Prime Bidder’s company letter head)
Date:
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
COMPREHENSIVE IT SERVICE MANAGEMENT
RFP No : ..................... dated .....................
We, the undersigned bidders, having read and examined the aforesaid RFP document, issued by
NABARD and hereinafter referred as ‘bank’ do hereby covenant, warrant and confirm as follows.
We hereby agree to comply with all the terms and conditions / stipulations as contained in the RFP
and the related addendums and other documents including the changes made to the original tender
documents issued by the bank, provided however that only the list of deviations furnished by us in
Annexure VII of the main RFP document which are expressly accepted by the Bank and
communicated to us in writing, shall form a valid and binding part of the aforesaid RFP docume nt.
The Bank is not bound by any other extraneous matters or deviations, even if mentioned by us
elsewhere either in our proposal or any subsequent deviations sought by us, whether orally or in
writing, and the Bank’s decision not to accept any such extraneous conditions and deviations will be
final and binding on us.
We also here by confirm that our prices as specified in our Commercial Bid are as per the Payment
terms specified in the Tender document.
Thanking you,
Yours sincerely,
P a g e 98 | 129
Annexure – X : Letter of Conformity for the Hardcopies
(To be submitted on Prime Bidder’s company letter head)
Date:
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
COMPREHENSIVE IT SERVICE MANAGEMENT
RFP No : ..................... dated .....................
We, the undersigned bidders, having read and examined the aforesaid RFP document, issued by
NABARD and hereinafter referred as ‘bank’ do hereby covenant, warrant and confirm as follows.
The soft-copies of the proposal submitted by us in response to the RFP and the related addendums
and other documents including the changes made to the original tender documents issued by the
Bank, conform to and are identical with the hard-copies of aforesaid proposal submitted by us, in all
respects.
Thanking you,
Yours sincerely,
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 99 | 129
Annexure – XI : Commercial Bid - Covering Letter
(To be submitted on Prime Bidder’s company letter head)
Date:
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
COMPREHENSIVE IT SERVICE MANAGEMENT
RFP No : ………………….. dated …………………. - Commercial Bid
We, the undersigned, offer to provide services for the above-mentioned project, in accordance with
your RFP No..................... dated ................. and our proposal (Technical and Commercial Proposal s)
dated [Date]. The total fee is exclusive of all taxes, duties, charges and levies (as applicable and
payable under the local laws) and the other expenses like out-of-pocket expenses that we might incur
and there will be no additional charges whatsoever. We will abide by the payment terms as
mentioned in the aforesaid RFP.
Our commercial proposal shall be binding upon us, subject to the modifications resulting from
contract discussions, up to expiration of the validity period of the proposal, i.e., [Insert date as per
RFP].
Yours sincerely,
Date Signature of Authorised Signatory …
Place Name of the Authorised Signatory …
Designation …
Name of the Organisation …
Seal …
P a g e 100 | 129
Annexure – XII : Response to the Commercial Bid
(RF No. ……………. dated ……………………..)
Commercial Bid Format
The structure of the Bidder’s commercial response to this tender must be as per following order.
The Commercial Bid Response must be submitted with Commercial Bid covering letter.
Bidders are requested to note the following:
All the details must be provided as per format. Incomplete formats will result in rejection of the
proposal.
Masked commercial bids must be given with technical bid. All the pages of commercial bids must
be sealed and signed by authorized signatory.
All the quoted costs must exclude all applicable taxes, charges and other levies.
All applicable taxes, octroi and other levies may be indicated separately.
Bidder must submit softcopy of complete commercial bid inside the sealed envelope meant for
‘Commercial Proposal’.
All the rates must be quoted in INR.
The prices in any form or by any reasons should not be disclosed in the technical or other parts
of the bid except in the commercial bid. Failure to do so will make the bid liable to be rejected.
The commercials quoted in the commercial bid are valid for six months from the closure date of
bid.
Authorized Signatories
(Name & Designation, seal of the company)
Date:
P a g e 101 | 129
Table 1 : COMMERCIAL BID
FORMAT FOR FURNISHING AMC RATES
Note:
The format for Commercial Bid is given below. Bidders have to fill the fields concerned from the summary portion of the
Annexure in the appropriate space given below;
i. The inventory list is only indicative – there may be deviations in the configurations, count and brand.
ii. Bidders are requested to quote their best rate for each item, which are indicated in this Annexure.
iii. All the costs must be quoted on yearly basis for three years. The same cost will be applicable, if the
service contract is extended for two more years.
The commercial bid will be comprising of three different quotes, as under
QUOTE – A: This will have the rates of PCs, Servers and other items for the enclosed list of hardware. “Appendix V”
Tax at source will be deducted, wherever applicable.
AMC details (For the complete IT Assets in the Bank including the list given in Appendix V)
Office Location Amount
1. Head Office Rs.
2. Regional Offices / Training
Establishments Rs.
AMC Total (Figure I)
## Rate (Annual Amount
Engineer Job Profile Qty. cost) (Annual cost X
Qty.)
1. AMC for Computers and Peripherals +
Desktop Management 3
P a g e 102 | 129
2. Patch Management + Data Center and
Server Management 2
3. Domain Services Management +File
Services Management 2
4. Network Management 2
5. IT Security Management 1
6. DBA(Oracle and MSSQL) 2
7. Vendor Management +Asset-
Configuration-License Management 1
8. Help/Service desk Management 2
One Local Engineer at each RO/TE 34
FMS TOTAL (Figure II) 49
List of all Tools and Other Software Components (details) [Yearly Cost
for individual software needs to be given]
Tools Total (Figure III)
Total Amount : Figure I + II + III
(AMC + FMS+ Tools,etc) = Rs.
/-
(exclusive of all taxes & levies)
Break-up of taxes, levies, duties must be mentioned in separate
table.
## As per Bank’s understanding a total of 15 engineers with necessary skillsets as indicated the Appendix III.
However, the bidder is expected to propose a suitable team structure, composition and number of engineers.
P a g e 103 | 129
Annexure – XIII : Performance Bank Guarantee
(To be executed on non-judicial stamp paper)
(This is a sample format and final content is subject to verification before execution of the
document)
BANK GUARANTEE
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
KNOW ALL MEN BY THESE PRESENTS that in consideration of the NABARD constituted under an
Act of the Parliament viz. ………………………………………. transferring the agricultural credit functions of RBI
and refinance functions of the then Agricultural Refinance and Development Corporation (ARDC) having
its head office at ………………………………………………………………….(hereinafter called the NABARD ) having
agreed to award a contract to M/s. ‘ Bidder Name’ having its office at ‘ Bidder’s Office Address’ ,
(hereinafter called "the Bidder") for providing COMPREHENSIVE IT SERVICE MANAGEMENT
on the terms and conditions contained in Managed Services Agreement dated made between
the Bidder and the NABARD (hereinafter called "the said Agreement”) which terms, interalia,
stipulates for submission of an Bank guarantee for 10% of the contract value i.e. Rs. (Rupees
________ only), for the due fulfillment by the Bidder of the terms and conditions of the said
Agreement.
At the request of the Bidder, (Bank name & address) a national banking associati on
duly constituted and in existence in accordance with the laws of the Government of India now in
force, having its principal office in India at …………….and, for the purposes of this Guarantee, acting
through
its branch namely (Bank name & address) (herein after referred to as (Bank name)
which term shall mean and include, unless to repugnant to the context or
meaning thereof, its successors and permitted assigns), hereby issue our guarantee No
in favour of National Bank for Agriculture and Rural Development.
P a g e 104 | 129
1. We, do hereby unconditionally and irrevocably undertake to pay to NABARD, without any
demur or protest, merely on receipt of a written demand in original before the close of
banking business hours.The Guarantee herein contained shall not be determined or
affected by Liquidation or winding up or insolvency or closure of the Bidder or any change
in the constitution of the Bidder or of the Bank.
2. The executants has the power to issue this guarantee and executants on behalf of the
Bank and hold full and valid Power of Attorney granted in their favour by the Bank
authorizing them to execute this guarantee.
Notwithstanding anything contained hereinabove, our liability under this guarantee is restricted to
(Rupees ). This guarantee shall remain in force until
(date) Our liability hereunder is conditional upon your lodging a demand or claim
with us and unless a demand or claim is lodged with us on or before (date) , your rights under
the guarantee shall be forfeited and we shall not be liable there under. This guarantee shall be governed
by and construed in accordance with the laws of India. The Guarantee will be returned to the Bank
when the purpose of the guarantee has been fulfilled or at its expiry, whichever is earlier.
We, (bank name, place) lastly undertake not to revoke this guarantee during its
currency except with the previous consent of the Bank in writing.
Notwithstanding anything to the contrary contained herein, the liability of (bank name & place)
under this guarantee is restricted to a maximum total amount of (Rupees ).
Our liability pursuant to this guarantee is conditional upon the receipt of a valid and duly executed
written claim, in original, by (bank name & address) , delivered by hand, courier
or registered post, prior to close of banking hours on (date) , failing which all rights under this
guarantee shall be forfeited and (bank name & place) shall absolutely and
unequivocally discharged of all of its obligations hereunder. This Guarantee shall be governed by and
construed in accordance with the laws of India and competent courts in the city of (place ) shall
have exclusive jurisdiction.
Kindly return the original of this guarantee to (bank name & address) upon the earlier of (a) its
discharge by payment of claims aggregating to (Rupees ) (b) fulfillment of
the purpose for which this guarantee was issued; or (c) (date)”
P a g e 105 | 129
All claims under this guarantee will be made payable at (bank name & address) by
way of DD payable at Mumbai
In witness where of we ...................... have set and subscribed our hand and seal this
........................day of
.........................2016 .
SIGNED, SEALED AND DELIVERED.
BY
AT
IN THE PRESENCE OF WITNESS :1) Name ..........................
Signature.......................
Designation..................
2) Name ..........................
Signature.......................
Designation.............
.....
P a g e 106 | 129
Annexure XIV : Manufacturer Authorization Letter
Manufacturer Authorization letter on OEM letter head
Date:
To,
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
Whereas , having its corporate address at
do hereby authorize M/s ……………………… (Bidder’s Name) having its office at …………………. (Bidder’s
Address) to submit a Bid and subsequently negotiate with you for resell of the following proposed
Products required to meet the requirements speculated in Request for Proposal
………………………………… (RFP reference number) received from your Bank by the bidder. We also
inform that M/s is our authorized partner with the highest partnership level, which is since . Product
Names – (List of Product Family) We hereby extend our warranty & support in accordance with
requirements mentioned in the Request For Proposal. We also concur to the Bank’s requirement that
if the Bank desires to get the services delivered by their appointed vendor or System Integrator, then
we shall transfer such services to that preferred vendor at no additional cost to the Bank.
Yours Faithfully
Authorised Signatory
(Name: Phone No. Fax E-mail )
(This letter should be on the letterhead of the Manufacturer duly signed & seal by an authorized
signatory and it should be given for all tools and software).
P a g e 107 | 129
Annexure - XV : Resource Deployment Plan
Date:
To,
The Chief General Manager
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir,
We propose to deploy the resources as per RFP as indicated in the table below.
S No. Date Position
Yours Faithfully
Authorised Signatory
(Name: Phone No. Fax E_mail )
(This letter should be on the letterhead of the Manufacturer duly signed & seal by an authorized
signatory)
P a g e 108 | 129
Annexure – XVI : Bank Guarantee in Lieu of Earnest Money Deposit for Tenderer/Bidder
To,
............................
WHEREAS company/firm within the meaning of the Companies Act, 1956 having its registered office at
(hereinafter called “the vendor/bidder”) have in response to your Tender Notice/offer against
specification number for....... offered to supply and/or execute the work as contained in Tenderer's
letter No. ..... dated ...........
AND WHEREAS the Tenderer/Bidder is required to furnish to you a Bank Guarantee for the sum of Rs.
as Earnest Money against the Tenderer's offer as aforesaid:-
AND WHEREAS We (name of Bank) have, at the request of the Tenderer/bidder, agreed to give you this
guarantee as hereinafter contained :
NOW THEREFORE in consideration of the premises We, the undersigned, hereby covenant that the
aforesaid tender of the Tenderer shall remain open for acceptance by you during the period of validity
as mentioned in the tender or any extension thereof as you and the Tenderer may subsequently agree
and if the Tenderer shall for any reason back out, whether expressly or impliedly, from his said Tender
during the period of its validity or any extension thereof as aforesaid, WE hereby guarantee to you the
payment of the sum of Rs....... on demand, notwithstanding the existence of any dispute between you
or your authorized representative and the Tenderer in this regard AND WE hereby further agrees as
follows:-
(a) That you may without affecting this guarantee grant time or their indulgence to or negotiate further
with Tenderer in regard to the conditions contained in the said tender and thereby modify these
conditions or add thereto any further conditions as may be mutually agreed upon between you and the
Tenderer.
(b) that the guarantee hereinbefore contained shall not be affected by any change in the constitution
of our Bank or in the constitution of the Tenderer.
(c) That any account settled between you and the Tenderer shall be conclusive evidence against us of
the amount due hereunder and shall not be questioned by us.
(d) that this guarantee commences from the date hereof and shall remain in force till the Tenderer, if
his tender is accepted by you, furnishes the security as required under the said specifications and
executes a formal agreement as therein provided or till four months after the period of validity or the
extended period of validity, as the case may be of the tender, whichever of these is earlier.
P a g e 109 | 129
(e) that the expressions “the tenderer” and “the Bank” herein used shall, unless such an interpretation
is repugnant to the subject or context, include their respective successors and assigns.
Yours faithfully
Dated this day of 2016 at
For and on behalf of Bank
P a g e 110 | 129
Annexure – XVII : Letter of Indemnity and Undertaking
(to be submitted by the successful bidder)
To
The Chief General Manager, DIT
National Bank for Agriculture and Rural Development
Department of Information Technology, Fifth floor, C Wing
C-24, 'G' Block, Bandra-Kurla Complex,
P.B. No. 8121, Bandra (East),
Mumbai - 400 051.
Dear Sir
Caption
WHEREAS the National Bank for Agriculture and Rural Development, a corporation established
under the National Bank for Agriculture and Rural Development Act, 1981 (hereinafter referred
to as 'NABARD') has expressed desire to avail an Alternate MPLS Network Connectivity at various
locations of NABARD as per the Schedule hereunder written and which are hereinafter for brevity
sake referred to as MPLS Service, subject to our furnishing declarations and indemnity as
contained hereafter.
NOW THEREFORE THIS LETTER OR INDEMNITY WITNESSETH THAT:
We, the _______________ Limited hereby declare and certify that we are the rightful owners/
licensees of the said solution offered for sale to NABARD and that the sale of the said solution to
NABARD by us and the use thereof by NABARD does not infringe the property or other
intellectual property or copy rights of any other person and that the same does not infringe the
Copy of Rights Act, 1957 or any other Act for the time being in force.
We, the said ___________________________ Limited hereby agree to indemnify and keep
indemnified and harmless NABARD, its Officers, servants, agents and other authorised persons
against any action that may be brought against us for infringement of the right of property or
other intellectual property or copy rights in respect of the said systems package supplied by us
to NABARD and will defend the same at our cost and consequences and will pay or reimburse
NABARD, its officers, servants, agents and other authorised persons from all costs and other
expenses that they may be put to or incur in that connection in accordance with the terms as
provided for within the end User License Agreement that accompanies the said systems.
P a g e 111 | 129
We, the said ___________________________ Limited hereby also agree to indemnify and keep
indemnified and harmless NABARD, its Officers, servants, agents and other authorised persons
against any third party claims in respect of any damages or compensation payable in
onsequences of any accident or injury sustained or suffered by our employees or agents, or by
any other third party resulting from or by any action, omission, or operation conducted by or on
behalf of us and against any and all claims by employees, workmen, contractors, sub-contractors,
suppliers, agent(s), employed, engaged, or otherwise working for us, in respect of any and all
claims under the Labour Laws including wages, salaries, remuneration, compensation or like.
SCHEDULE
(Please list all the hardware/software supplied to NABARD for providing this service)
Yours faithfully
(Name and Designation) of Authorized Official
P a g e 112 | 129
ANNEXURE - XVIII : Bank Account Details for E-payment [To be submitted on Letter Head]
S NO. Account Details
1 Beneficiary Name and Address :
2 Bank and Branch Name With Address To Which Funds Should Be Remitted :
3 Branch Code :
4 Beneficiary A/c. Number :
5 IFSC Code of the Bank Branch To Which Funds Would Be Remitted :
6 Account Type of Beneficiary Account No. [SB / CA]:
7 Cancelled Cheque: [To be enclosed]
Note : In future, whenever there will be any change in the above account details, the same will be
intimated to NABARD.
Signature of Authorised Official with Stamp : ...........................................
Name : ........................................... Date : ............................................ Company Seal : ……………………………….
P a g e 113 | 129
Annexure - XIX : Pre Contract Integrity Pact
General
This pre-bid pre-contract Agreement (hereinafter called the Integrity Pact) is made on ________ day of the month of ____________ between, on one hand, National Bank for Agriculture and Rural Development (NABARD), represented by Shri __________________ (hereinafter called the “BUYER”, which expression shall mean and include, unless the context otherwise requires, his successors in office and assigns) of the First Part and M/s __________ represented by Shri _______________, Chief Executive Officer (hereinafter called the “BIDDER/Seller” which expression shall mean and include, unless the context otherwise requires, his successors and permitted assigns) of the Second Part.
WHEREAS the BUYER proposes to procure (Name of the Stores/Equipment/Item) and the BIDDER/Seller is willing to offer/has offered the stores and WHEREAS the BIDDER is a private company/public company/Government undertaking/partnership/registered export agency, constituted in accordance with the relevant law
in the matter and the BUYER is a body corporate established under NABARD Act, 1981 having its Head Office at Plot No.C-24, Block ‘G’, Bandra-Kurla Complex, Bandra (East), Mumbai. NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and free from any
influence/prejudiced dealings prior to, during and subsequent to the currency of the contract to be entered into with a view to :-
Enabling the BUYER to obtain the desired said stores/equipment at a competitive price in conformity
with the defined specifications by avoiding the high cost and the distortionary impact of corruption on public procurement and
Enabling BIDDERs to abstain from bribing or indulging in any corrupt practice in order to secure the contract by providing assurance to them that their competitors will also abstain from bribing and
other corrupt practices and the BUYER will commit to prevent corruption, in any form, by its officials by following transparent procedures.
The parties hereto hereby agree to enter into this Integrity Pact and agree as follows :
Commitments of the BUYER
1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly with the
contract, will demand, take a promise for or accept, directly or through intermediaries, any bribe, consideration, gift, reward, favour or any material or immaterial benefit of any other advantage from the BIDDER, either for themselves or for any person, organization or third
P a g e 114 | 129
party related to the contract in exchange for an advantage in the bidding process, bid evaluation, contracting or implementation process related to the contract.
1.2 The BUYER will , during the pre-contract stage, treat all BIDDERs alike, and will provide to all BIDDERs the same information and will not provide any such information to any particular BIDDER which could afford an advantage to that particular BIDDER in comparison to other BIDDERs.
1.3 All the officials of the BUYER will report to the appropriate Government office any attempted or completed breaches of the above commitments as well as any substantial suspicion of such
a breach.
2. In case any such preceding misconduct on the part of such official(s) is reported by the BIDDER to the BUYER with full and verifiable facts and the same is prima facie found to the correct by the BUYER, necessary disciplinary proceedings, or any other action as deemed fit including criminal proceedings may be initiated by the BUYER and such a person shall be debarred from further dealings related to the contract process. In such a case while an enquiry in being conducted by the BUYER the
proceedings under the contract would not be stalled.
Commitments of BIDDERs
3. The BIDDER commits itself to take all measures to prevent corrupt practices, unfair means and illegal activities during any stage of its bid or during an pre-contract or post-contract stage in order to secure the contract or in furtherance to secure it and in particular commit itself to the following :- 3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration,
reward, favour, any material immaterial benefit or other advantage, commission, fees, brokerage or
inducement to any official of the BUYER, connected directly or indirectly with the bidding process, or to any person, organization or third party related to the contract in exchange for any advantage in the bidding, evaluation, contracting and implementation of the contract. 3.2 The BIDDER further undertakes that it has not given, offered or promised to give, directly or indirectly any bribe, gift, consideration, reward, favour, any material or immaterial benefit or other
advantage, commission, fees, brokerage or inducement to any official of the BUYER or otherwise in procuring the Contract or forbearing to do or having done any act in relation to the obtaining or execution of the contract or any other contract with the Bank for showing or forbearing to show favour or disfavor to any person in relation to the contract or any other contract with the Bank.
3.3 BIDDERs shall disclose the name and address of agents and representatives and Indian BIDDERs shall disclose their foreign principles or associates.
3.4 BIDDERs shall disclose the payments to be made by them to agents/brokers or any other
intermediary, in connection with this bid/contract.
3.5 The BIDDER further confirms and declares to the BUYER that the BIDDER is the original manufacturer/integrator/authorized government sponsored export entity of the defence stores and
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has not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate or in any way to recommend to the BUYER or any of its functionaries, whether officially or unofficially to the award of the contract to the BIDDER, nor has any amount been paid, promised or intended to be paid to any such individual, firm or company in respect of any such intercession, facilitation or recommendation. 3.6 The BIDDER, either while presenting the bid or during pre-contract negotiations or before signing the contract, shall disclose any payments he has made, is committed to or intends to make to
officials of the BUYER or their family members, agents, brokers or any other intermediaries in connection with the contract and the details of services agreed upon for such payments.
3.7 The BIDDER will not collude with other parties interested in the contract to impair the transparency, fairness and progress of the bidding process, bid evaluation, contracting and implementation of the contract. 3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair means and illegal activities.
3.9 The BIDDER shall not use improperly for purposes of competition or personal gain or pass on
to others, any information provided by the BUYER as part of the business relationship regarding plans, technical proposals and business details, including information contained in any electronic data
carrier. The BIDDER also undertakes to exercise due and adequate care lest any such information is divulged.
3.10 The BIDDER commits to refrain from giving any complaint directly or through any other
manner without supporting it with full and verifiable facts. 3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any of the
actions mentioned above.
3.12 If the BIDDER or any employee of the BIDDER or any person acting on behalf of the BIDDER either directly or indirectly is a relative of any of the officers of the BUYER, or alternatively if any
relative of an officer of the BUYER has financial interest/stake in the BIDDER’s firm, the s ame shall be disclosed by the BIDDER at the time of filling of tender.
The term ‘relative’ for this purpose would be as defined in Section 6 of the Companies Act 1956 and Section 2 of Companies Act 2013 . 3.13 The BIDDER shall not lend to or borrow any money from or enter into any monetary dealings or transactions, directly or indirectly, with any employee of the BUYER. 4. Previous Transgression
4.1 The BIDDER declares that no previous transgression occurred in the last three years immediately before signing of this Integrity Pact, with any other company in any country in respect
of any corrupt practices envisaged hereunder or with any Public Sector Enterprises in India or any Government Department in India that could justify BIDDER’s exclusion from the tender process.
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4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be disqualified from the tender process or the contract, if already awarded, can be terminated for such reason. 5. Earnest Money (Security Deposit) 5.1 While submitting commercial bid, the BIDDDER shall deposit an amount Rs. 10,00,000/-
(Rs.Ten Lakh) (to be specified in RFP) as Earnest Money/Security Deposit, with the BUYER through any of the following instruments.
i. Bank Draft or a Pay Order in favour of National Bank for Agriculture and Rural Development ii. A confirmed guarantee by an Indian Nationalised Bank, promising payment of the guaranteed
sum to the BUYER on demand within three working days without any demur whatsoever and without any reasons whatsoever. The demand for payment by the BUYER shall be treated as conclusive proof of payment.
iii. Any other mode or through any other instrument (as indicated in the RFP).
5.2 The Earnest Money/Security Deposit shall be valid up-to a period of three years or the complete conclusion of the contractual obligations to the complete satisfaction of both the BIDDER
and the BUYER, including warranty period, whichever is later.
5.3 In case of the successful BIDDER a clause would also be incorporated in the Article pertaining to Performance Bond in the Purchase Contract that the provisions of Sanctions for Violation shall be applicable for forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same without assigning any reason for imposing sanction for violation of this Pact. 5.4 No interest shall be payable by the BUYER to the BIDDER on Earnest Money/Security Deposit for the period of its currency.
6. Sanctions for Violations
6.1 Any breach of the aforesaid provisions by the BIDDER or any one employed by it or acting on
its behalf (whether with or without the knowledge of the BIDDER) shall entitle the BUYER to take all or any one of the following actions, wherever required:-
i. To immediately call off the pre-contract negotiations without assigning any reason or giving any compensation to the BIDDER. However, the proceedings with the other BIDDER(s) would
continue.
ii. The Earnest Money Deposit (in pre-contract stage) and/or Security Deposit/Performance Bond (after the contract is signed) shall stand forfeited either fully or partially as decided by
the BUYER and the BUYER shall not be required to assign any reason therefore. iii. To immediately cancel the contract, if already signed, without giving any compensation to the
BIDDER. iv. To recover all sums already paid by the BUYER, and in case of an Indian BIDDER with interest
thereon at 2% higher than the prevailing Prime Lending Rate of State Bank of India, while in
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case of a BIDDER from a country other than India with interest thereon at 2%, higher than the LIBOR. If any outstanding payment is due to the BIDDER from the BUYER in connection with another contract for any other stores, such outstanding payment could also be utilized to recover the aforesaid sum and interest.
v. To encash the advance bank guarantee and performance bond/warranty bond, if furnished by the BIDDER, in order to recover the payments, already made by the BUYER, along with interest.
vi. To cancel all or any other contracts with the BIDDER. The BIDDER shall be liable to pay
compensation for any loss or damage to the BUYER resulting from such cancellation/rescission and the BUYER shall be entitled to deduct the amount so payable from
the money(s) due to the BIDDER. vii. To debar the BIDDER from participating in future bidding processes of the Government of
India for a minimum period of five years, which may be further extended at the discretion of the BUYER.
viii. To recover all sums paid in violation of this Pact by BIDDER(s) to any middleman or agent or broker with a view to securing the contract.
ix. In cases where irrevocable Letters of Credit have been received in respect of any contract
signed by the BUYER with the BIDDER, the same shall not be opened. x. Forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same without
assigning any reason for imposing sanction for violation of this Pact
6.2 The BUYER will be entitled to take all or any of the actions mentioned at para 6.1(i) to (x) of
this Pact also on the Commission by the BIDDER or any one employed by it or acting on its behalf (whether with our without the knowledge of the BIDDER), of an offence as defined in Chapter IX of the Indian Penal code, 1860 or Prevention of Corruption Act, 1988 or any other statute enacted for prevention of corruption. 6.3 The decision of the BUYER to the effect that a breach of the provisions of the Pact has been committed by the BIDDER shall be final and conclusive on the BIDDER. However, the BIDDER can
approach the Independent Monitor(s) appointed for the purposes of this Pact.
7. Fall Clause 7.1 The BIDDER undertakes that it has not supplied/s not supplying similar product/systems or sub systems at a price lower than that offered in the present bid in respect of any other Ministry/Department of the Government of India or PSU and it it is found at any stage that similar
product/systems or sub systems was supplied by the BIDDER to any other Ministry/Department of the Government of India or a PSU at a lower price, then that very price, with due allowance for
elapsed time, will be applicable to the present case and the difference in the cost would be refunded by the BIDDER to the BUYER, if the contract has already been concluded.
8. Independent Monitors 8.1 The BUYER has appointed Independent Monitors (hereinafter referred to as Monitors) for this
Pact in consultation with the Central Vigilance Commission (Names and Addresses of the Monitors to be given).
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8.2 The task of the Monitors shall be to review independently and objectively, whether and to what extent the parties comply with the obligations under this Pact.
8.3 The Monitors shall not be subject to instructions by the representatives of the parties and
perform their functions neutrally and independently.
8.4 Both the parties accept that the Monitors have the right to access all the documents relating to the project/procurement, including minutes of meetings.
8.5 As soon as the Monitor notices or has reason to believe, a violation of this Pact, he will so
inform the Authority designated by the BUYER.
8.6 The BIDDER(s) accepts that the Monitor has the right to access without restriction to all Project documentation of the BUYER including that provided by the BIDDER. The BIDDER will also grant the Monitor, upon his request and demonstration of a valid interest, unrestricted and
unconditional access to his project documentation. The same is applicable to Subcontractors. The Monitor shall be under contractual obligation to treat the information and documents of the BIDDER/Subcontractor(s) with confidentiality.
8.7 The BUYER will provide to the Monitor sufficient information about all meetings among the parties related to the Project provided such meetings could have an impact on the contractual
relations between the parties. The parties will offer to the Monitor the option to participate in such meetings.
8.8 The Monitor will submit a written report to the designated Authority of BUYER within 8 to 10
weeks from the date of reference or intimation to him by the BUYER / BIDDER and should the occasion arise submit proposals for correcting problematic situations.
The IEM for this project would be
Shri Debabrata Sarkar Mayfair Boulevard (Narayan Apt.)
Flat No.701, Main Avenue Road Santacruz (West)
Mumbai - 400054
9. Facilitation of Investigation
In case of any allegation of violation of any provisions of this Pact or payment of commission, the BUYER or its agencies shall be entitled to examine all the documents including the Books of Accounts
of the BIDDER and the BIDDER shall provide necessary information and documents in English and shall extend all possible help for the purpose of such examination.
10. Law and Place of Jurisdiction
This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of the BUYER.
11. Other Legal Actions The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may
follow in accordance with the provisions of the extant law in force relating to any civil or criminal proceedings.
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12. Validity 12.1 The validity of this Integrity Pact shall be from date of its signing and extend up to 5 years or the complete execution of the contract to the satisfaction of both the BUYER and the BIDDER/Seller, including warranty period, whichever is later in case BIDDER is unsuccessful, this Integrity Pact shall expire after six months from the date of the signing of the contract. 12.2 Should one or several provisions of this Pact turn out to be invalid, the remainder of this Pact
shall remain valid. In this case, the parties will strive to come to an agreement to their original intentions.
13. The parties hereby sign this Integrity Pact at ______________ on ______________ BUYER BIDDER Name of the Officer Chief Executive Officer Designation NABARD
Witness Witness
1.____________________ 1.___________________
2.____________________ 2.___________________
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Annexure - XX : Letter of Authorization
To, The Chief General Manager
National Bank for Agriculture and Rural Development Department of Information Technology,
Fifth floor, C Wing,C-24, 'G' Block, Bandra-kurla Complex,P.B. No. 8121, Bandra (East), Mumbai - 400 051
Dear Sir,
We ______________________(name of the company) have submitted our bid for participating in
Bank’s RFP dated _________ for ____________.We also confirm having read and understood the terms of RFP as well as the scope of work & requirements.
As per the terms of RFP , we nominate Mr. ______________, designated as ______________ of our company to participate in the bidding process.NABARD shall contact the above named official for any and all matters relating to the bidding process.
We, hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the company
in the bidding process, failing which we will forfeit the EMD. We agree and understand that the NABARD may debar us from participating in future tenders for any such failure on our part.
Signature with company seal
Name –
Company / Organization –
Designation within Company / Organization –
Address of Company / Organization –
Name of Authorised Representative
Designation of Authorised Representative
Signature of Authorised Representative
Verified by
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Appendix – I : NABARD Offices – Locations and Addresses
Sr No.
Address City Staff Strength
Group
A
Group B
Group C
Total
1 NABARD Complex, Kamaraj Road (VIP Road), Junglighat (P.O), Port Blair-744103. Andaman and Nicobar
Port Blair 8 2 2 12
2 The Chief General Manager, NABARD , R.T.C , X Road Musheerabad Hyderabad – 500 020 Andhra Pradesh
Hyderabad 69 15 16 100
3 The Deputy General Manager, NABARD, Bank Tinali VIP Road Post Box No. 133 Itanagar – 791 111 Arunachal Pradesh
Itanagar
10 1 2 13
4 The Chief General Manager, NABARD, P.O.Box No. 1 Opposite Assam Secretariat G S Road, Dispur Guwahati – 781 001 Assam
Guwahati 67 21 35 123
5 The Chief General Manager, NABARD , Maurya Lok Complex Block B 4 and 5 Floors Dak Bunglow Road Post Box No. 178 Patna – 800001 Bihar
Patna 94 18 22 134
6 The Chief General Manager, NABARD, 1st Floor, Pithalia Complex Fafadih Chowk, Opp. Trunk Exchange K K Road Raipur - 492009 Chhattisgarh
Raipur 64 0 5 69
7 The Deputy General Manager, NABARD, Nizari Bhavan Menezes Braganza Road Panaji - 403 001 Goa
Goa 13 5 3 21
8 The Chief General Manager, NABARD, NABARD Tower, Opp. Municipal Garden Post Box no. 8 Usmanpura Ahmedabad - 380 013 Gujarat
Ahmedabad 100 17 20 137
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9 The Chief General Manager, NABARD, Plot. No. 3, Sector 34-A Post Box No. 7 Chandigarh – 160 022 Haryana
Chandigarh 74 11 6 91
10 The Chief General Manager, NABARD, Block No.32 S D A Commercial Complex Dev Nagar, Kasumpati shimla – 171 009 Himachal Pradesh
Shimla 52 10 7 69
11 The General Manager, NABARD, B II, 4th Floor, South Block Bahu Plaza Post Box No. 2 Jammu – 180 012 Jammu & Kashmir
Jammu 44 8 9 61
12 The Chief General Manager, NABARD, Opposite Adivasi College Hostel Karamtoli Road Ranchi - 834001 Jharkhand
Ranchi 65 5 10 80
13 The Chief General Manager, NABARD, NABARD Towers 46, Kempe Gowda Road Bangalore - 560009 Karnataka
Bangalore 123 27 25 175
14 The chief General Manager, NABARD, Post Box No 5613 Punnen Road, Statue Thiruvananthapuram – 695 039 Kerala
Thiruvananthapuram
73 28 14 115
15 The Chief General Manager, NABARD, E-5, Arera Colony, Bittan Market Post Office Ravishankar Nagar Post Box No. 513 Bhopal – 462 016 Madhya Pradesh
Bhopal 99 18 30 147
16 The Chief General Manager, NABARD, 54, Wellesley Road, Shivaji Nagar Post Box No. 5 Pune - 411 005 Maharashtra
Pune 113 54 40 207
17 The Deputy General Manager, NABARD, Leiren Mansion 2nd Floor, Opp Lamphel Super Market Lamphelpat , Imphal - 795004 Manipur
Imphal 10 1 3 14
18 The Deputy General Manager, NABARD, U PHEIT KHARMIHPEN Building 2nd and 3rd Floor, Plt No. 28(2), Dhankheti, Near Law College Shillong - 793 003 Meghalaya
Shillong 13 2 1 16
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19 The General Manager, NABARD, Ramhlun Road (North) Bawngkawn, Aizawl – 796 012 Mizoram
Aizawl 9 2 2 13
20 The Deputy General Manager, NABARD, 4th floor , West Wing Administrative NSCB Building Kher Mahal, Circular Road Dimapur – 797 112 Nagaland
Dimapur 11 1 2 14
21 The General Manager, NABARD, 24, Rajendra Place New Delhi - 110 008 Delhi
Delhi 35 13 10 58
22 The Chief General Manager, NABARD, Ankur 2/1, Nayapalli Civic Centre Post Box 179 Bhubaneswar 751 015 Odisha
Bhubaneswar 114 17 30 161
23 The Chief General Manager, NABARD, Plot. No. 3, Sector 34-A Post Box No. 7 Chandigarh – 160 022 Punjab
Chandigarh 78 35 26 139
24 The Chief General Manager, NABARD, 3, Nehru Place, Tonk Road Post Box No. 104 Jaipur – 302 015 Rajasthan
Jaipur 111 17 24 152
25 The Deputy General Manager, NABARD, Om Niwas Church Road Post Box No. 46 Gangtok - 737 101 Sikkim
Gangtok 10 2 4 16
26 The Chief General Manager, NABARD, 48, Mahatma Gandhi Road Post Box No. 6074 Nungambakkam Chennai – 600 034 Tamil Nadu
Chennai 134 27 29 190
27 The Chief General Manager, NABARD, R.T.C , X Road Musheerabad Hyderabad - 500 020 Andhra Pradesh Telangana
Hyderabad 63 17 27 107
28 The General Manager, NABARD, Shilpa Nigam Bhaban,Ground Floor, Khejur Bagan near Ginger Hotel PO. Kunjaban Agartala - 799006 Tripura
Agartala 10 2 4 16
29 The Chief General Manager, NABARD, 11, Vipin Khand Gomti Nagar
Lucknow (RO) 158 30 36 224
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** The complete address will shared with the selected service provider.
Lucknow – 226 010 Uttar Pradesh
30 The Chief General Manager, NABARD, Hotel Sunrise Building 113/2, Rajpur Road Dehradun - 248 001 Uttarakhand
Dehradun 57 1 6 64
31 The Chief General Manager, NABARD, Abhilasha, 2nd Floor, 6, Royd Street Post Box No. 9083 Kolkata – 700 016 West Bengal
Kolkata 89 44 29 162
32 The Director, Bankers Institute of Rural Development, Sector H, LDA Colony, Kanpur Road, Lucknow - 226 012
Lucknow (BIRD) 31 0 0 31
33 The Principal, National Bank Staff college, Sector H, LDA Colony, Kanpur Road, Lucknow - 226 012
Lucknow (NBSC) 25 14 5 44
34 The Principal, Regional Training College, NABARD, Bolpur Lodge, Bolpur - 731 204
Bolpur 8 3 3 14
35 The Principal, Regional Training College, NABARD, BIRD Campus, Behind Government Polytechnic for Women, Krishna Nagar Road, Bondel, Mangalore - 575008
Mangalore 19 1 4 24
36 The Chief General Manager, NABARD, Head Office, Bandra-Kurla Complex, Bandra (E), Mumbai 400 051
Mumbai HO 581 215 237 1033
37 DR Site of NABARD Faridabad
Datacenter
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Appendix - II: Wide Area Network Setup in the Bank
Overall WAN Setup
1.
Legends
Regional Offices, Training Establishments
NABARD Head Office (DC)
Disaster Recovery Site
CPE Router (ROs/TEs)
CPE Router (DC) Bandwidth : 2 Mbps
4 Mbps
45 Mbps
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Appendix III: Number of Engineers Estimated for Delivery of ITSM
Service Components Minimum Expectations No of engineers Onsite
HO RO AMC for Computers and Peripherals + Desktop Management 3
1 at all 34 location
Patch Management +Data Center and Server Management 2 - Domain Services Management +File Services Management 2 -
Storage Management 0 -
Network Management 2 -
IT Security Management 1 -
DBA(Oracle and MSSQL) 2 - Vendor Management +Asset-Configuration-License Management 1 -
Help/Service desk Management 2 -
Total 15 34
Note:
As per Bank’s understanding a total of 15 engineers with necessary skillsets as indicated the Appendix
III. However, the bidder is expected to propose a suitable team structure, composition and number of engineers.
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Appendix IV: Abbreviations used in this RFP
APT Advanced Persistent Threat
CISO Chief Information Security Officer
CMDB Configuration Management Database
CPE Customer Premises Equipment
GOI Government of India
HO Head Office
HSRP Hot Standby Routing Protocol
IDS Intrusion Detection System
IOMS Inward Outward Management Systems
IPS Intrusion Prevention System IPSE Internet Protocol Security
ITIL Information Technology Infrastructure Library
LC Letter of Credit LUN Logical Unit Number
MPLS Multiprotocol Label Switching
MTA Message Transfer Agent
NAS Network Attached Storage
NMS Network Management System
OEMs Original Equipment Manufacturers
OPEX Operational Expense
OSPF Open Shortest Path First
OWA Outlook Web App
PCI Payment Card Industry Data Security Standard
PoP Point of Presence
RAID Redundant Array of Independent Disks RFO Request for Offer
RFP Request for Proposal
RIF Reduction In Force
RO Regional Office.
SAN Storage Area Network
SDC Software Development Computer
SNMP Simple Network Management Protocol
SP Service Provider
SSO Single Sign On TE Training Establishment.
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Appendix V – Complete Inventory List of IT Assets / Equipment
A complete IT Assets Hardware Available in the Head Office at Mumbai, all Regional offices, Training
Establishments is given as a separate document with the same number Appendix V (A-D).
The IT Asset details need not be submitted along with the proposal/offer.
It may be noted that
a) At RO/TEs - there could be around 2-5% (computers and peripherals) IT Assets which might
not have been inventorised and given in this list.
b) At HO – There could be 5-10% additional computers / laptops / printers.
Hence, a complete inventory of all IT Assets needs to be carried out independently by the SP in the
beginning of the service contract.