RFP for Expansion of Bank’s WAN (MPLS)
Public Tender for
Expansion of WAN Network for
Equipment’s and Services
Union Bank of India Technology Centre, AdiShankaracharya Marg (JVLR), Opp. Powai Lake, Powai, Andheri (East), Mumbai – 400 072
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Bid Details
Supply, installation, commissioning and maintenance network equipments i.e. Router, switches, modems, IP Phones and Network Racks under a managed service on monthly rental basis for DC, DRC, NDC, Central Office and branches/offices across the country.
08th December 2012 11:00 AM Start date and time
Last date for clarifications/ th queries on RFP 17 December 2012
Pre-bid meeting 21st December 2012 11:00 AM
Last date and time for th Receipt Of Bidding Document 7 January 2013 by 4.00 p.m.
Date and Time of Technical th Bid Opening 7 January 2013 at 4.15 p.m.
Place of opening of Bids Union Bank of India, Department of Information Technology, Technology Centre,1/1A-Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai-400072.
Address for communication As above Tel:(022) 2571 0505 / 0236 RFP cost Rs 25,000.00 in the form of Demand Draft in favor of Union Bank of India, DIT payable at Mumbai. The Demand Draft should be submitted at the time of bid submission. EMD Rs 1,00,00,000.00 in the form of Demand Draft in favor of Union Bank of India, Department of Information Technology payable at Mumbai. EMD can also be paid in the form of BG (valid for a period of at least 180 days) of scheduled commercial Bank. EMD should be enclosed in Technical Bid.
Contact to Bidders Interested Bidders are requested to send the email to: [email protected] [email protected] [email protected]
Containing following information, so that in case of any clarification same may be issued to them: Name of company, contact person, Mailing address with Pin Code, Telephone No., Fax No., email address, Mobile No. etc.
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Contents
_Toc342656173 1 Introduction ...... 9 2 Current Bank’s Wide Area Network ...... 9 3 Objectives of the RFP...... 10 4 SCOPE OF WORK ...... 11 5 Eligibility Criteria...... 23 6 Contract with the Vendor...... 25 7 Two Part Tender...... 25 8 Overview of Evaluation Process...... 28 9 No Erasures or Alterations...... 28 10 Modification and/or Withdrawal of Bid...... 28 11 Bid Validity ...... 29 12 Right to alter RFP...... 29 13 Pre-bid Meeting ...... 29 14 No Commitment to Accept Lowest or Any Tender ...... 29 15 Locations to be covered...... 30 16 Cost of RFP ...... 30 17 Bid Earnest Money Deposit (EMD)...... 30 18 Support/Service Details...... 31 19 Network audit ...... 31 20 Quality Requirement for equipment...... 32 21 Types of Network equipment ...... 32 22 Approvals of Competent Authorities...... 33 23 Completeness of commissioning ...... 33 24 Price composition...... 33 25 No Price Variation ...... 34 26 Opening of Offers ...... 34 27 Repeat Orders ...... 34 28 WAN Applications to be demonstrated...... 34 29 Frequent Failures Unacceptable...... 35 30 No Alternation...... 35 31 Network Management & Maintenance ...... 36 32 Project period...... 38 33 Payment Terms ...... 38 34 SLA for network (this includes core, last-mile and backup links) ...... 39
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35 QoS requirement of network ...... 39 36 Payment against delivery of SLAs...... 39 37 Penalties for extended downtime ...... 40 38 Other Penalties ...... 41 39 Manpower placement ...... 41 40 Technological Up gradation...... 42 41 Call Reporting & Response...... 42 42 Order Cancellation ...... 43 43 Right to Alter Quantities...... 43 44 Spare parts...... 43 45 Safeguarding of Network equipment including Insurance cover...... 43 46 Guarantees ...... 44 47 Proposed network operations model ...... 44 48 Disaster Recovery & Business Continuity Planning (BCP)...... 48 49 Late Bid ...... 49 50 Road Permit...... 49 51 Training ...... 49 52 Acquisition and Amalgamation...... 50 53 Rules for Re-auction ...... 50 54 Bidders’ Obligations...... 50 55 Limitation on promotion ...... 51 56 Governing Law and Resolution of Disputes...... 51 57 Force Majeure ...... 51 58 Indemnity...... 51 59 Limitation of Liability...... 53 60 Patents Rights ...... 53 61 Confidentiality ...... 54 62 Other terms and conditions...... 54 63 Performance Bank Guarantee ...... 55 64 Obtaining Requisite Forms Like Form 32 Etc...... 55 65 Contact Person...... 55 TECHNICAL OFFER...... 56 66 ANNEXURE-A ...... 56 66.1 Annexure – A –1 (Letter to the bank on the vendor’s letterhead)...... 56 66.2 Annexure – A1- 2 – Undertaking...... 57 66.3 Annexure – A2-1 (Compliance to Eligibility Criteria) ...... 58 66.4 Annexure – A2-2 ...... 60
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66.5 Annexure – A2-3 ...... 61 66.6 Annexure – A2-4 ...... 61 66.7 Annexure – A2-6 ...... 62 66.8 Annexure – A2-7(Undertaking by Bidder)...... 62 66.9 Annexure – A3 –1 Vendor profile & other information ...... 64 66.10 Annexure A3 –2 - Details of support centres - own...... 69 66.11 Annexure A3 –3 - Details of support centres - Franchisee...... 69 66.12 Annexure A4 - Compliance to RFP terms & conditions ...... 69 66.13 Annexure A5 – Letter of confirmation...... 73 67 Annexure B Configuration of Hardware and Software ...... 74 67.1 Annexure B1 – Router (Type 1)...... 74 67.2 Annexure B2 – Router (Type 2)...... 76 67.3 Annexure B3 – Router (Type 3)...... 78 67.4 Annexure B3 – Router (Type 4)...... 81 67.5 Annexure B5 – L2 Switch 24 Port- Type 1...... 83 67.6 Annexure B6 - L2 Switch 24 port – Type 2...... 85 67.7 Annexure B6 – L2 Switch 48 port - Type 1...... 88 67.8 Annexure B7 – L2 Switch 48 port - Type 2...... 90 67.9 Annexure B7 – L3 Switch...... 92 67.10 Annexure B8 – IP Phone ...... 94 67.11 Annexure B9 – Video IP Phone ...... 95 67.12 Annexure B10 – AAA server ...... 96 67.13 Annexure B11 – IPSec Key server ...... 98 67.14 Annexure B12 – Smart IP Telephony Application ...... 99 67.15 Annexure B13 – Specifications for Network Racks for branch ...... 100 67.16 Annexure B14 – Specifications for Modems ...... 101 67.17 Annexure B15 – IPAM (IP Address Management)...... 103 67.18 Annexure B16 – VSAT...... 105 67.19 Network Behaviour Analysis...... 107 68 Annexure C (Configuration Details of equipment) ...... 111 69 ANNEXURE- D (To be submitted with Technical Offer) ...... 112 69.1 Annexure - D1 Unpriced – Rental charges of network equipment, link maintenance and NOC charges...... 112 69.2 Annexure - D2 Unpriced – One time cost...... 114 69.3 Annexure - D3 Unpriced AMC charges of the existing LAN equipments..115 69.4 Annexure D4 - Unpriced – Link/NOC/Manpower etc.charges ...... 116 69.5 Annexure D5 - Un-priced Total cost (D1,D2,D3,D4) ...... 117
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70 INDICATIVE COMMERCIAL OFFER ...... 118 70.1 ANNEXURE- E ...... 118 70.2 Annexure – E1 (Covering letter)...... 118 70.3 Annexure E2 - Rental charges of network equipment, link maintenance and NOC charges ...... 119 70.4 Annexure E3 - One time Cost for link commissioning ...... 121 70.5 Annexure E4- AMC charges of the existing LAN equipments ...... 122 70.6 Annexure E5 - Link/NOC/Manpower etc. charges ...... 123 70.7 Annexure E6 - Total cost (E2,E3,E4,E5)...... 124 71 Annexure F (Reverse Auction Process) ...... 125 72 Annexure – G Format of Bank Guarantee...... 136 73 Annexure – H Specification of existing equipments ...... 138 74 Annexure – I No. of branches for replacement of network equipments (month wise) ...... 139 75 Annexure – J List of branches for replacement of network equipments....141 76 Annexure – K List of branches to connect in the MPLS network ...... 193
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Abbreviations used in the Document.
The long form of some abbreviations commonly used in the document is given below
AAA Authentication, Authorization and Accounting CDMA Code division multiple access CE Customer edge CoS Class of Service CPE Customer premises equipment DC Data Centre DRC Disaster Recovery Centre ISDN Integrated services digital network LAN Local Area Network MPLS Multi-protocol label switching NAC Cisco Network Access Control NDC Near Data Centre NSI Network System Integrator PE Provider edge POC Proof of Concept PSTN Public switched telephone network QoS Quality of Service RF Radio frequency RFP Request for Proposal RTD Round Trip Delay SLA Service Level Agreement TCO Total Cost of Operations UBI Union Bank of India UC Unified Communication VSAT Very small aperture terminal WAN Wide Area Network
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UNION BANK OF INDIA
1 Introduction
Union Bank of India (hereinafter called as “Bank” or “the Bank”) is having its Central Office at 239, VidhanBhavan Marg, Nariman Point, Mumbai, Pin – 400 021. Union Bank of India is one of the largest commercial bank in India. The Bank have more than 3400 branches/offices and 4200 ATMs across the country.
2 Current Bank’s Wide Area Network
2.1 Wide Area Network (WAN) is an important component in the IT infrastructure landscape of every Bank. This provides branches/offices access to all centralized applications. The Bank has connected all its branches/offices through BSNL MPLS network.
2.2 The Bank has setup Data Centre at Powai, Mumbai and Disaster Recovery Centre (DRC) at Reliance IDC, Bengalooru. Also Bank has established its Near Site Data Centre (NDC) at Nariman Point, Mumbai. Powai office is having 8 floors and Nariman Point offices are having 17 floors connected by Local Area Network. The network and network equipments at these locations are managed / maintained by the existing NSI.
2.3 Presently Bank have connected 3000 branches/offices primarily through layer 3 MPLS VPN with bandwidth capacity ranging from 64 kbps to 2 Mbps and ISDN/VSAT/RF/CDMA is as backup of MPLS link. All these sites are connected through Cisco equipment viz. routers, switches, IP phones etc. BSNL is providing MPLS services to Bank. Presently, network is maintained by Network System Integrator (NSI) M/s. HCL Comnet Ltd under the “Out sourced Model”. About 400 branches are connected through VSAT.
2.4 The Bank has implemented site-to-site IPSec/3DES tunnel from all branches/offices to Data Centre, Powai and DR Site, Bengalooru for securing financial applications data on the network. A dedicated Router is installed at DC and DRC for termination of IPSec tunnels.
2.5 The Bank has implemented Cisco Unified Communication (UC) system which provides Instant messaging, presence, audio / video and web conferencing facility. Under this project, Cisco Call Manager v8.6.2, Cisco Meeting place v8.5.2, Cisco Unified presence server v8.6.3 and Cisco WebEx v8.5.2.8 servers has installed at Data Centre, Mumbai and DR Site, Bengalooru. Presently UC facility is provided to 900 branches/offices. However in keeping view of future expansion, servers for UC systems have been configured to register 6500 IP phones and 4000 Presence clients. The Bank has also Nortel Call Manager for Call Centre and it is integrated with Cisco UC system.
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2.6 The Bank has implemented Tandberg Video Conference system with MCU- MPS200 vJ4.6. The MCU is installed at Central Office, Nariman Point, Mumbai and 75 nos. of VC endpoints are installed in the administrative offices across country. The VC system is also integrated with UC systems.
2.7 The Bank has implemented Digital Media Signage System (DMS), which is a new channel for content publishing targeting both customer and employees. The solution provided centralized management and publishing of high-quality content to networked branches through digital display units. The solution is implemented in client server mode where a server is installed at DIT, Powai and a Media player and a LCD panel for display is installed at each of the branches. DMS system has implemented at 75 branches/offices across country.
2.8 The Bank has implemented Cisco Network Access Control (NAC) across all branches/offices for centralize control of access of the network by end point system and posture validation. DHCP service is enabled on branch router for auto assignment of IP Address to network devices.
2.9 The Bank has setup wireless LAN network for top executive at Central Office, Nariman Point and Powai which is being managed / maintained by the existing NSI. Cisco 4400 Series Wireless LAN Controller and Cisco 4402 LAN Access Points has deployed for wireless LAN network.
2.10 The technical specifications of the current major devices like routers and switches used by Bank in current Network are given in Annexure H.
3 Objectives of the RFP
3.1 This document has been prepared by Bank for selection of Network System Integrator for supply, installation, maintenance and management of network equipments (i.e. router, switch, IP Phone, Modem, VSAT, etc.). Bank will avail network services under managed services to maintain the existing and connect future branches for 7 years. Bank will retain its MPLS services availed from BSNL. The selected vendor will maintain the last mile line which connects CPE to PE router at MPLS Pop. The selected vendor will maintain the existing primary &secondary communication links and commission the new primary &secondary links for new branches.
3.2 The ‘Request for Proposal’ (RFP) document is now being issued requesting Network System Integrators to submit their responses to the Bank for supply, installation, commissioning and maintenance network equipments i.e. Router, switches, modems, IP Phones and Network Racks under a managed service on monthly rental basis for DC, DRC, NDC, Central Office and branches/offices. For commercial evaluation, the Bank will adopt ‘Reverse auction’ process to finalize the vendor for the project. The procedure for the ‘Reverse auction’ is furnished in Annexure F.
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3.3 Bank will not accept any deviations from the terms and conditions specified in the tender. Deviations could result in disqualification of the offer made by the vendor at the discretion of the Bank.
4 SCOPE OF WORK
The scope of this RFP is as follows:
4.1 Under the managed services model, Bank will not incur any capital expenditure for establishment of the network. All the CPEs or network devices supplied and deployed for connecting the branches by the selected NSI will be owned by the NSI. NSI will deploy the network equipments as per specified configuration in Annexure B. Bank will make the payment to NSI for providing network services (equipments and link maintenance) on a periodical basis based on the network SLA.
4.2 The selected vendor will replace the network equipment (i.e. Router, switches, modems, IP phones, Racks) of existing 3000 branches/offices after completion of contract with the present NSI. The details of the network equipments required to be replaced by the selected NSI month wise are as per Annexure I. The NSI have to replace the equipments before the expiring of contract date of existing vendor to avoid any downtime. Payment will however, begin after the expiry of present contract. The selected NSI will be responsible for monitoring, management and maintenance of entire network for 7 years.
4.3 The selected NSI will connect the existing branches, which are connected through VSAT, MPLS network under managed services. The selected NSI will also connect the new 200 branches proposed to be opened during the current financial year.
4.4 The Bank has planned to open approximate 300 branches per year in the coming years. However no. of branches may vary depending upon the Bank’s requirement. The selected NSI will connect the proposed branches as and when it will be opened during the contract period.
4.5 The Bank has deployed VSAT to connect the ATMs and remote branches. Bank is also using VSAT as backup of primary MPLS wherever ISDN is not feasible at branch. The selected NSI is required to deploy the VSAT as per the Bank requirements and as per specifications mentioned in the document.
4.6 NSI may tie up for VSAT with VSAT service providers, but overall responsibility for running the VSAT network will be with NSI.
4.7 The selected NSI is required to deliver all the equipments meant for a branch i.e. Router, switch, IP Phone, rack, modem in a single shipment. Bank will not accept the partial delivery of the equipments. The partial delivery or installation will not be considered as installed. Payments for
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the site will commence after all the equipment are commissioned and installation report is signed off and configured on vendor’s NOC in India.
4.8 The selected NSI is required to configure the commissioned network equipments on the NOC portal for monitoring/SLA reporting. Bank will begin the rental payment for the equipments only after the deployment of the site on NOC portal.
4.9 The IP Phone (with license) provided by selected NSI under this project shall be compatible with the existing Cisco Call Manager and Unified Communication system. The new IP Phones will register on existing CCM V8.6.2.
4.10 The selected NSI will monitor all the WAN network devices and communication links from the NOC and submit the reports as per NOC report details.
4.11 The selected NSI will also be responsible for Monitoring, maintenance and management of Local Area Network (LAN) of Data Centre at Powai, Central Office at Nariman Point and DR Site at Bengalooru.
4.12 All the hardware and software deployed under this project by the NSI should be IPv4 and IPv6 enabled. Bank may decide the implementation of IPv6 at any stage during the contract period.
4.13 The NSI will prepare the design document for DR for all existing and future applications in respect of the network and conduct the DR Drills as per the application requirement.
4.14 All the hardware and software provided to Bank by the NSI under this project should be licensed and legally obtained. All the hardware and other equipments supplied should be original, brand new and solution must be supplied with original and complete documentation, printed in English language only.
4.15 Depending on the requirement, Bank will place the delivery instructions or additional purchase orders from time to time during the contract period. The contract period of each location will be counted from the date of installation up to 7 years.
4.16 As the equipment during the contract will be in the book of NSI, all necessary licenses, up gradation and down gradations, OEM support, insurance etc. for CPEs will be arranged by the NSI without any cost to the Bank. Bank will only pay the charges towards the usage of equipment and services based on SLAs. Bank will subscribe and pay for the network bandwidth to Telecom Service Providers where NSI will co-ordinate.
4.17 Presently Bank has connected all branches/offices through L3 VPN MPLS network and backup of MPLS link is ISDN/VSAT/CDMA/RF. If Bank decides to take the secondary MPLS link from Other Telecom Service provider for
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critical branches/offices in future, the selected NSI has to make the configuration at Central site for routing, failover, etc. and the end point will be configured in failover and load balancing.
4.18 The selected NSI has to test the backup links once in a month and need to submit the report with status of backup links.
4.19 The technical specifications of the current major devices like routers and switches used by Bank in current Network are given in Annexure H. The proposed devices should be interoperable seamlessly.
4.20 Maintenance and upkeep of the network equipment deployed under this project by the NSI shall be the responsibility of the NSI. The Bank will provide necessary power for the equipment to be deployed by the NSI. Bank shall have no responsibility for any damage to the equipment on account of voltage fluctuation etc.
4.21 The equipments proposed should not have been declared ‘Out of Sale’ at time of delivery. In case of equipments provided to bank under this project declared “Out of support” by OEM, NSI will deploy the similar or next available higher version of the equipment during the contract period without any additional cost to the Bank up to the remaining period of the contract. Payment & period of the contact and residual value for that equipment will be followed as a continuity of the earlier equipment which is replaced because of ‘Out of Support’.
4.22 In case of equipments provided to bank under this project are declared “Out of sale” by OEM during the contract period, NSI will deploy the similar or next available higher version of the equipment during the contract period without any additional cost to the Bank for new branches/offices.
4.23 The contract will be for a period of 7 years. Bank will have the rights to extend the contract period up to another 3 years with the terms and conditions that are mutually agreeable to both the parties.
4.24 Bank may, at the end of contract period of 7 years for each location, desire to buy back all the installed equipment including its license at the branches/offices on its book value or Rs.1/- whichever is lower. Vendor should agree to this arrangement.
4.25 The successful NSI will take total responsibility for providing the following:
4.25.1 Connecting DC, NDC and DRC
4.25.1.1 The selected NSI should deploy network equipment such as routers, modems, switches, IP phones etc. as per specifications mentioned in RFP.
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4.25.1.2 Availability of LAN network of the DC, NDC and DRC are very critical for Bank operation. The selected NSI will manage and monitor the LAN network of DC, NDC and DRC and ensure the high availability of the network at these centers.
4.25.1.3 Bank has procured the Core switches and other critical equipments installed at DC, NDC and DRC. The selected NSI shall provide the AMC for the network equipment installed at these centers and own by Bank.
4.25.1.4 Bank may hire the data centre space at other location for hosting the servers of new applications. The selected NSI shall design the network to connect the new DCs without any additional cost to Bank (WAN).
4.25.2 Connecting the branches / offices to MPLS/Point-to-point leased lines
4.25.2.1 The selected NSI should deploy network equipment such as routers, modems, switches, IP phones etc. as per specifications mentioned in RFP.
4.25.2.2 The selected NSI shall implement and maintain the Bank’s network topology, the media (such as MPLS, PSTN, ISDN, CDMA, optic fiber etc.) and bandwidth of primary and backup links, as per the network equipment specifications and the IP addressing scheme.
4.25.2.3 The Bank will issue the delivery instruction for supply of network equipments to connect the new branches. The selected NSI shall deliver the network equipment and commission the links within 8 weeks from the date of delivery instruction. If the NSI fails to deliver, install, commission the links within the stipulated time schedule or on extended date as may be communicated by the Bank, it will be treated as breach of contract.
4.25.2.4 The NSI has to submit the details of the stock of the Network Equipment available with them. As Bank wants to understand the readiness of the bidder to meet the delivery schedule. NSI should also submit the plan for delivery of rest of the equipment’s to meet the delivery schedule.
4.25.3 IP Address Scheme
4.25.3.1 The NSI shall design the IP addressing scheme for the new branches/offices proposed to be connected in the RFP in line with the existing IP schema and implement the same at each WAN location after obtaining approval from the Bank.
4.25.3.2 If it is felt necessary that the IP design needs to be changed at a later date, the vendor should design the new IP scheme based on
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Bank’s requirements and implement the same on the network. VLANs are planned at Central Office and Data center Powai. The Vendor shall coordinate with the vendors of LAN, PCs, servers and other equipments and with the help of them migrate old IP addresses to the new scheme. The Vendor shall submit a comprehensive document for the IP address scheme including implementation details for connecting all the branches/offices/ATMs/other locations of the Bank. The above IP address design, implementation, migration and documentation shall be offered without any extra cost to the Bank.
4.25.3.3 Presently Bank is using IPv4 IP address across the network. If it is felt necessary that the IP design needs to be migrated to IPv6 at a later date, the vendor should design the new IPv6 scheme based on Bank’s requirements and implement the same on the network without any additional cost to the Bank. Initially both IPv4 and IP v6 will continue simultaneously. The Vendor shall submit a comprehensive document for the IPv6 address scheme including implementation details for connecting all the branches/offices / ATMs/other locations of the Bank. The IPv6 address design, implementation, migration and documentation shall be offered without any extra cost to the Bank.
4.25.3.4 The selected NSI will coordinate with MPLS service providers and other third party (TP) vendors for migration of the IP Addresses from IPv4 to IPv6.
4.25.3.5 The bidder has to submit the information about their present experience of IPv6 implementation/migration, if any.
4.25.4 Configuration of the devices
4.25.4.1 The NSI shall prepare the basic configuration template for all devices i.e. router, switch, etc. as per the Bank’s IT security policy and implement the same across the network to maintain the uniformity of the configuration.
4.25.4.2 The NSI shall implement security policy, QoS policy and traffic reengineering policy that will be decided by the Bank. Bank may change policies as per the requirement of the Bank from time to time. The vendor shall coordinate with the service provider for its implementation both at customer-premises-end router and service- provider-edge router.
4.25.4.3 The vendor will be responsible for hardening of OS and other applications supplied by NSI under this project as per the Bank’s IT security policy. Bank conducts the audit of the IT systems by Internal and External auditors on yearly basis. Vendor will be responsible for complying with all the audit observations in all
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respect including OS, application, database, etc. for systems provided by the NSI under this project.
4.25.4.4 Bank’s technical team will decide from time to time the parameters to audit, which will be enabled by the bidder. Based on the requirement, Technical committee will also suggest the implementation of technical aspect such as implementation of security zone, IP Address plan etc. and selected NSI has to implement the committee recommendations.
4.25.5 Network functionalities / modalities
4.25.5.1 Bank shall have the option to integrate any third party network using any standard network equipments such as routers, modems, switches etc., from any other system integrator / network integrator for its network in future. The NSI will coordinate with such system / network integrator for proper integration. If felt necessary, the Bank, may call upon the selected vendors to maintain and service such third party networks under the framework of the itemized prices agreed under this tender.
4.25.5.2 Bank reserves the right to make changes to the list of locations and any change in the list of location notified by the bank shall be binding on the NSI. The Bank further reserves the right to advise the Vendor to postpone the connectivity schedule including delivery of hardware, procurement of leased/MPLS/RF/ISDN links etc., in respect of some of the locations based on Bank’s requirements.
4.25.5.3 Because of the business requirement, Bank may shift branches/office premises to new locations. All the network equipments including the links need to be shifted to the new premises. The NSI will uninstall the equipments, duly pack them and will transport the equipments to the new location and will reinstall the equipment at that new location. Equipment transportation cost through courier will be reimbursed. Similarly, the NSI will coordinate in shifting/surrendering the links both at old and new locations. Bank will pay the agreed shifting charges to the vendor. Vendor has to carry out link shifting / equipment shifting within one and half months from the date of purchase order / work order.
4.25.5.4 Based on the requirements, Bank may seek increase/decrease of bandwidth for certain locations. The NSI has to deploy suitable equipment for the same and coordinate with the telecom service provider for procuring the required bandwidth. Bank will pay the link commissioning charges if the local loop is required to be upgraded. In case of change of equipments to any other category, the Bank will pay the itemized cost for the newly deployed equipment from the date of deployment. Old equipment will be taken back by the vendor at his own cost.
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4.25.5.5 The Bank reserves the right to place the order in a phased manner in one or multiple lots depending upon availability of connectivity, site readiness etc.
4.25.5.6 The Bank may seek delivery of some of the equipments/services quoted, depending upon the requirements envisaged from time to time and will pay the itemized agreed cost to the vendor.
4.25.5.7 The NSI, during the contract period, will apply, on behalf of the Bank, for Leased/ISDN Lines/RF/PSTN/CDMA/3G MPLS ports with Basic service Providers. It will be the responsibility of the NSI to co- ordinate with the Basic service Providers and other Government Organizations in obtaining the leased line/ ISDN / RF / PSTN / MPLS port connections for all branches / offices across the country. Further, NSI will coordinate with the telecom service provider including submission of line applications, collecting demand notes and submitting the payment drafts to the service providers by obtaining the same from Bank.
4.25.5.8 During the period of the Contract, the Bank reserves the right to add other networks to the Banks network.
4.25.5.9 Bank reserves the right to Increase /decrease the quantities/types/Bandwidth /designs as mentioned in this RFP.
4.25.5.10 The NSI should configure end-to-end traffic engineering (end to end means CE to CE).
4.25.5.11 The NSI should Monitor and manage all links for strict compliance with SLA through their NOC.
4.25.5.12 The NSI will meet the defined SLAs for uptime of the network and NSI should ensure lower turnaround time in the event of equipment failure.
4.25.5.13 The NSI is required to implement End-to-End Router based tunnel- less IPSec encryption (IPSEC /3 DES/AES) architecture for all existing and new / proposed locations and to DC, NDC and DRC so as to encrypt the data flow based on the requirement of the applications deployed.
4.25.5.14 The NSI has to integrate the VPN networks with the LAN segment of the Bank’s locations. The NSI has to ensure and enable end-to- end encryption to provide security in the communications.
4.25.5.15 The NSI should submit Network Monitoring reports for Link availability and for SLA compliance to obtain payments. Bank will countercheck the reports generated by its own EMS (Bank has already selected IBM Tivoli Netcool Manager & Remedy for EMS).
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4.25.5.16 The selected NSI will charge the Bank on per location (branch/office) basis. Bank has categorized locations with respect to the requirement of equipments and their sizing. The payment will be made location-wise based on the actual number of equipments/lines/links and their uptime that are deployed.
4.25.5.17 The selected NSI shall update the software of network devices as and when required without any additional cost to the Bank.
4.25.5.18 The NSI should enable the network for functioning of all the client-server, web based applications deployed/to be deployed by the Bank, Voice and Video simultaneously. The network should be enabled for functioning of videoconferencing on IP/ISDN etc.
4.25.5.19 The NSI should carryout traffic prioritization at CPE routers in coordination with service providers for Voice, Video and various applications depending on the Bank’s requirement.
4.25.5.20 The NSI should enable Centralized user authentication system for all network equipments.
4.25.5.21 The NSI should connect the network to their NOC with suitable redundancy for monitoring and providing various NOC reports such as device/link uptime, link utilization, ISDN call monitoring etc., in order to monitor the SLAs at their cost.
4.25.5.22 The NSI should coordinate with BSNL/MTNL and any other Basic Service Provider for obtaining STM/DLC/E2/E3 Mux/ E1/E3/ISDN PRI etc., for the locations depending on the Bandwidth requirement.
4.25.5.23 The NSI should ensure placement of resident engineers at strategic locations as defined in this document. The Bank has required the resident engineers as per its past experience. In case of more engineers are required at critical locations i.e. CDC, NDC and Metros for maintenance of the network, NSI have to place the engineer without any additional cost.
4.25.5.24 The NSI should carryout maintenance of LAN manageable switches at Bank’s Central Office situated in Nariman point, CDC at Powai and DRC at Bengalooru.
4.25.5.25 The NSI should coordinate with third party NSIs for commissioning and maintenance of third party links including routers at third party locations.
4.25.5.26 An uptime on a monthly basis for each site shall be provided by the NSI. However payment will be made on quarterly basis in arrears.
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4.25.5.27 Maintenance and upkeep of the network equipment provided by NSI shall be the responsibility of the NSI. The Bank will provide necessary power for the equipment to be deployed by the bidder. Bank shall have no responsibility for any damage to the equipment on account of voltage fluctuation, earthing, natural calamities, etc. NSI shall take adequate insurance cover for the equipment provided at the site against theft, damage etc., at its own cost. If NSI feels to have separate earthing for the equipment supplied and maintained by them, can implement the same at their own cost.
4.25.5.28 Bidder shall maintain the connectivity at each location on 24*7 basis. Bidder also has to monitor the sites pro-actively through their NOC so as to prevent the link failure. Bidder should take the necessary action to restore the link in case of down time without waiting for down call from Bank.
4.25.5.29 The NSI will also take the responsibility of liasoning with the Government Departments for obtaining the necessary regulatory approvals, if any. However, the Bank will issue letters that are required and sign such applications as are necessary.
4.25.5.30 The NSI has to make his own arrangements to fulfill all delivery formalities like payment of road/entry tax, octroi etc., and should not involve Bank in these activities. Bank will not accept any liability on account of non-payment of taxes etc. by the NSI.
4.25.5.31 The Bank and the NSI shall nominate a Project Manager immediately on acceptance of the order, who shall be the single point of contact for the project at Mumbai. The project manager nominated by the NSI should have prior experience in implementing similar-sized WAN with types of connectivity proposed by the Bank. Parallely the NSI will nominate a representative at other locations who will be the contact person for that location.
4.25.5.32 The NSI will provide escalation procedures and the names of the officials to whom the calls can be escalated for project implementation and network sustenance.
4.25.5.33 The NSI shall submit a detailed PERT (Project Evaluation and Review Technique) chart, location-wise, within 15 days from the date of receiving the P.O/LOI. The NSI shall submit weekly report on the progress of the project and also the status as on the scheduled date and actual date of each activity detailing any deviation from baseline PERT chart to the Bank.
4.25.6 Maintenance and monitoring of network (including meeting the SLAs for response time and uptime depending upon the severity levels)
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4.25.6.1 The NSI shall do all such configuration as access list, firewall features that are required on the routers or other equipments under their maintenance.
4.25.6.2 THE NSI shall maintain the network equipments inventory and configuration details.
4.25.6.3 The NSI will be responsible for ensuring the quality of service required by each of the applications running on the network. This activity includes application wise investigation of bandwidth usage, network latency, and identification of congestion points, troubleshooting and capacity planning.
4.25.6.4 In case, the network latency is more than expected, it shall be the duty of the NSI to investigate the network to find out the cause and rectify the same for achieving the optimal network operation.
4.25.7 Maintenance of Third party links
4.25.7.1 The Bank has engaged various companies like Diebold, FSS, FIS, NPCI, RBI, HECL, HCL Comnet, Bharti, TCL, and TTSL etc. for providing various delivery channel services like ATMs, Credit Cards, VSATS, and CDMA etc. For this purpose, Network links have been established connecting Bank’s Central Office to various third party offices with 64kbps / 2 Mb links. The selected NSI is required to maintain these links and deploy suitable network equipments as per Bank requirement.
4.25.8 VSAT
4.25.8.1 The broadband VSAT equipment (Ku/Ex-C depending on the site requirement), as per Annexure B12, should be supplied, installed and commissioned at 500 sites specified by the Bank. VSAT should be delivered and installed within 6 weeks from the date site details are advised by the Bank to the NSI. Backhaul installation should be ensured within 6 weeks from the date of Purchase Order.
4.25.8.2 Bank will ensure readiness of the sites in time. NSI shall provide Platform/Monkey cage/Snow Shield wherever necessary without any additional cost.
4.25.8.3 Designing and implementing a VSAT based IP wide area network connecting the Bank’s data centre at Mumbai and its branches. The network will carry primarily CBS, ATM and any other applications data related traffic.
4.25.8.4 A dedicated bandwidth of 32 Kbps burst able up to 64 Kbps is required to be made available to all the locations in 24*7 bases, within a total pool of 8 Mbps.
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4.25.8.5 An uptime on a monthly basis for each site including Hub & backhaul shall be provided by the NSI as mentioned in the document.
4.25.8.6 Maintenance and upkeep of the network equipment provided by bidder shall be the responsibility of the NSI. The Bank will provide necessary power for the equipment to be deployed by the NSI. Bank shall have no responsibility for any damage to the equipment on account of voltage fluctuation etc.
4.25.8.7 Backhaul connections of 8 Mbps between the VSAT Hub and Bank’s CDC, Powai, Mumbai & DR Site, Bengalooru shall be provided by the NSI at no extra cost to the Bank. For this, if required Bidder has to provide for necessary equipments like routers, modems, etc. at no extra cost.
4.25.8.8 The Bidder shall provide a proof of the site-wise uptime along with bandwidth utilization on monthly basis in the form of report.
4.25.8.9 The other equipment which are not mentioned in this RFP and are required for making the VSAT live on the network shall be provided by the bidder only and no additional cost shall be borne by Bank in this regard.
4.25.8.10 During the tenure of the contract, the bidder shall bear all the operational costs associated with VSAT commissioned, which may arise due to various problems.
4.25.8.11 Bidder shall meet all the Govt. or other Regulatory directions/ requirements and ensure its compliance.
4.25.8.12 On declaration of Disaster, the bidder should be in a position to make the network live within 1 hour of disruption at DC (primary site) from the DR Site of Bank at Bengalooru.
4.25.8.13 In future, Bank may carry out design modification and/or application addition to the Bank network, including modification for the security policy implementation. Accordingly, vendor should carry out necessary configuration changes in the VSAT network, as advised by the Bank time to time and no additional cost will be borne by the Bank in this regard.
4.25.8.14 The connectivity shall be provided in any branches/offices as per bank’s requirement. Thus Bidder shall be able to provide network services anywhere in the country.
4.25.8.15 Management of the installed network using network management software from the vendor’s hub.
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4.25.8.16 24*7 helpdesk at the Data Centre (Powai): The vendor shall establish a helpdesk manned on a 24*7 basis at the Bank’s Data Centre at Powai.
4.25.9 DHCP database tracking
4.25.9.1 The Bank has been implemented Cisco Network Access Control (NAC) across all branches/offices for centralize control of access of the network by end point and posture validation. Deployment of NAC required the auto assignment of IP Address to end network devices. Hence DHCP service has been enabled on all branch routers for auto assignment of IP Address to network devices.
4.25.9.2 As per the security policy of the bank and RBI guidelines, Bank has to keep the record of IP address assigned to Desktop for audit purpose. All such records / logs should be kept onsite for a period of 6 months and above 6 months on tapes.
4.25.9.3 The selected NSI shall provide the IP Address Management (IPAM) solution for all the branches to maintain the record of assigned IP Address through DHCP including hardware and software. The proposed IPAM solution should meet the requirement of the Bank mentioned in Annexure B.
4.25.10Network Behavior Analysis
4.25.10.1 Bank intends to monitor the Network Behavior (herein referred as NBA) for its DC, NDC& DRC devices to monitor, Internet, WAN, DMZ MZ & Core locations.
4.25.10.2 NBA should deliver network and application performance monitoring based upon network flow and passively gathered performance data.
4.25.10.3 The selected NSI shall provide the solution for NBA with required hardware and software under the managed services. The proposed NBA solution should meet the requirement of the Bank mentioned in the RFP document.
4.25.11SMART IP Telephony Application
4.25.11.1 Bank intends to implement the solution for Pushing Messaging and Corporate Logo on the IP Phone.
4.25.11.2 The selected NSI shall provide the solution with required hardware and software for 6500 IP Phones under the managed services. The proposed solution should meet the requirement of the Bank mentioned in the RFP document.
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4.25.11.3 The selected NSI will be responsible for implementation of the solution with co-ordination with existing UC vendor.
4.25.12Logging of critical devices
4.25.12.1 The NSI have to maintain the syslog of critical network devices installed at DC, NDC, DRC and critical locations for a period of three months. The logs should onsite for three months thereafter logs can be stored on tapes and submitted to Bank.
4.25.12.2 The NSI have to maintain the log of AAA server for a period of one year.
4.25.12.3 The periodicity for the retention of the log will be reviewed by the Technical and Co-ordination committee on yearly basis and same has to be implemented by NSI.
4.25.12.4 NSI will design and implement all simple scripts that may be needed to analyze logs and produce reports as needed by Technical and co- ordination committee.
4.25.13Technical implementation and coordination committee
4.25.13.1 Bank will form a technical implementation and co-ordination committee comprising of Bank officials and a representative from the finally selected NSI’s company. This committee is empowered to oversee the entire project implementation and maintenance for the contract period. The decisions taken by the committee will be final and binding on the finally selected NSI. The committee will meet once in a month to review the progress and to take necessary steps/decisions for performance improvement. The scope of the committee includes the following. 4.25.13.2 Taking decisions on network designs 4.25.13.3 Making necessary Policies/ changes as part of change management 4.25.13.4 Examining the level of SLA compliance achieved and taking steps for improvement. 4.25.13.5 Attending to dispute resolution 4.25.13.6 Suggesting extra reports based on SLA requirement
4.25.13.7 Review the prices every year to determine the downward revision, if any due to reduction in taxes, duties, levies etc. 4.25.13.8 Alternative mode of connectivity for critical branches/offices
4.25.13.9 Transition process planning
4.25.13.10 Matrix for Health monitoring of the network
4.25.13.11 Any other issues that arise from time to time. 5 Eligibility Criteria
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The Bank will use the following as pre-qualification criteria. Only those Network System Integrators fulfilling these criteria should respond to the tender:
5.1 The bidder should be a company incorporated in India.(Please furnish the certificate of incorporation)
5.2 The bidder should have experience in setting up and maintaining a large wide area network based on MPLS /leased line in India (Minimum 1000 sites in one project) during last 5 years. (Letter and PO from user organization to be submitted).
5.3 The bidder should have a minimum annual turnover of Rs.200.00 Crores in each of the last three financial years and should be in operating profit in each of these financial years.(Financial details to be furnished as per Annexure A2-2 along copies of audited balance sheets, P&L accounts for the years 2009- 10, 2010-11 and 2011-12).
5.4 The bidder should have their own Network Operation Centre (NOC) in India. The bidder should have providing 24*7 NOC services to minimum two customers having total 3000 links between them. Out of two customers one of them should be a BFSI customer. (Letter from user organization & sample NOC reports to be submitted).
5.5 The bidder should have employed minimum 100 network engineers in their organization and minimum 50 engineers should be network certified. (NSI to submit the details of network engineers employed by them with names and qualifications as per Annexure A2-3).
5.6 The bidder should have adequate support infrastructure with minimum 50 own/franchisee logistical centers across India.(NSI to submit a list of own logistic centers along with full postal address, name of the centre in- charge with telephone numbers as per Annexure A2-4).
5.7 The bidder should have implemented and maintaining proposed OEM’s(Original equipment manufacturer) equipment minimum 500 routers and switches each in India in one organization in last five years.(NSI need to submit letter from user organization or purchase orders).
5.8 The OEM’s equipment offered i.e. Router, switch, IP Phone as part of the RFP should have a minimum installation base of 2000 each in one Organization in India during last 5 years.(NSI need to submit letter from user organization or purchase orders)
5.9 The OEM of the equipment offered should have operating profit during each of the last three financial years. (Financial details to be furnished as per Annexure A2-5 along copies of audited balance sheets, P&L accounts for the years 2009- 10, 2010-11 and 2011-12).
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5.10 The bidder should have highest level of partnership with proposed OEMs since last three years. (Certificate of tie up from OEMs as per Annexure A2- 6 to be submitted).
5.11 The bidder should not have been black listed by any of Government Authority or Public Sector Undertaking (PSUs). The bidder shall give an undertaking (on their letter head) that they have not been black listed by any of the Govt. Authority or PSUs. In case, in the past, the name of their Company was black listed by any of the Govt. Authority or PSUs, the name of the company or organization must have been removed from the black list as on date of submission of the tender, otherwise the bid will not be considered (Please submit the declaration as per Annexure A2- 7).
Bidder should submit proof in support of above mentioned criteria while submitting the proposal. Vendors who do not fulfill the above criteria or who fail to submit proof will be rejected ab initio. The cutoff date will be the date of submission of RFP.
6 Contract with the Vendor
6.1 Bank will enter into a contract with the selected NSI. The contract needs to be signed within 30 days from the date of acceptance of purchase order. Payment will not be released in absence of signed contract. Consortium bidding for any of the solution will not be accepted. However, if the bidder ties up with any other franchise / partner, they should provide documentary evidence for having tied up with all franchise. But the vendor will be single point contact to provide the solution to the Bank. The selected vendor will provide the Bank a complete solution.
7 Two Part Tender
7.1 The advertisement is included as an integral part of this Document. Bank will carry out the technical evaluation based on the technical bids submitted.
7.2 Offers (Technical & Indicative commercial bids) must be submitted at the same time, giving full particulars in separate sealed envelopes addressed to the General Manager (DIT) duly superscribed " WAN – MPLS - Technical offer’ and ‘WAN –MPLS – Indicative Commercial Offer, on or before 16:00 hours on 7.01.2013. The Technical offer (T.O) should be complete in all respects and contain all information asked for in this document. The Technical Offer should also contain the unpriced commercial bid i.e., Annexure D (Annexure D1 to Annexure D5) without any price information. The Technical Offer is in Annexure A comprising of Annexure A1 to Annexure A5 and Indicative commercial price Bid is in Annexure E comprising of Annexure E1 to Annexure E6. The relevant price information should be given only in Indian Rupees. The C.O should not contradict the T.O. in any manner whatsoever. The T.O. should be sufficient to verify that all requirements asked for are quoted in the Indicative commercial Offer. The Technical offers will be
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opened in the presence of parties submitting offers (hereinafter referred as ‘Vendors’) at 16:15 hours on the due date i.e., 07 .01.2013. All the vendors should note to attend the opening process on the given date and no separate intimation will be issued in this regard.
7.3 Opening of the Indicative commercial price bids will be subject to the NSIs getting short-listed on the basis of technical evaluation. The offers should hold good up to six months from the last date of submission of tender.
7.4 For finalisation of most competitive offer, the Bank will conduct ‘Reverse auction’. The detailed procedure for Reverse auction is given as per Annexure F. The technically qualified vendors will participate in the Reverse auction process. The vendors should furnish indicative prices for the project in their Indicative Commercial Offer (C.O) to facilitate ‘Reverse auction’ under E-Procurement process. The lowest Indicative commercial offer (total cost) may be considered for starting bid of the reverse auction. Vendors should note that the indicative commercial offer is only for discover the starting bid for ‘Reverse auction‘ process. The L-1 vendor will be decided only on finalisation of prices through Reverse auction process.
7.5 Suggested Format for Technical Offer (to be submitted in separate sealed cover)
7.6 It is mandatory to submit the Technical Offer as per the format suggested herein below duly filled in, along with the other documents. The Bank, at its discretion, may not evaluate a Technical Offer in case of non-submission or partial submission of technical & other details. The Bank will not normally allow/permit changes in the technical specifications at a later date. The relevant product information proposed to be deployed such as Routers, Modems, switches, IP Telephony etc., along with technical specifications should be submitted with the Technical Offer. Failure to submit this information along with the offer could result in disqualification.
7.6.1 The Technical Offer must be submitted in an organised and structured manner. No brochures/leaflets etc. should be submitted in loose form. There should be one common serial number running through everything submitted. A recommended practice is to number the documents and show document number and page number as in 6-30, meaning page 30 of document 6. The table of contents should clearly indicate the number of pages in each document (e.g., pages 1 to 30 in Document No.6).
7.6.2 The suggested format for submission of Technical Offer is as follows:
7.6.3 Covering letter (as per Annexure A1 -1 and A1 -2). The covering letter should confirm that the vendor is willing to undertake the job of deploying network equipment, commissioning of leased / ISDN / RF / PSTN lines, shifting of lines, migrating the network to MPLS including Network Management & Maintenance etc., as specified in the scope of work by the Bank under outsourced model. Vendor should also confirm
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that all relevant information is included in the offers as the case may be.
7.6.4 Compliance to eligibility criteria as per Annexure A2-1 to A2-10
7.6.5 Details of the vendor company, as per the format given in Annexure A3- 1 to A3-3.
7.6.6 Make & model of equipments based on the technical specifications given by the Bank as per Annexure C
7.6.7 Compliance to all the terms & conditions of the RFP as per Annexure A4.
7.6.8 A letter as per Annexure A5 confirming that the vendor will implement the network as per the technical design document UBI –WAN-Technical document.
7.6.9 Reverse Auction Annexures F-1 &F-2
7.6.10 Demand draft / Bank Guarantee as per Annexure G (valid for six months) for Rs.100 lakh as Bid security.
7.6.11 Technical Documentation (Product Brochures, leaflets, manuals etc.). Vendors are required to provide printed technical documentation for the equipments proposed by them such as routers, modems, IP telephones, switches etc. It may please be noted that availability of technical documentation is essential for evaluation of the offer
7.6.12 The vendor should submit Unpriced Indicative Commercial offer without any price quotes as per the format given as Unpriced Commercial offer as per Annexure D-1 to D-5.
7.7 Suggested Format for Indicative commercial offer: (to be submitted in separate sealed cover)
7.7.1 The Indicative commercial offer must not contradict the Technical offer in any way and should include the indicative cost of all the items offered. The suggested format for submission of Commercial offer is as follows:
7.7.1.1 Covering letter (As per Annexure E1)
7.7.1.2 Indicative Commercial Offer as per Annexure E-2 to E-6. This must contain all price information.
7.7.2 The vendors should not offer any options or any conditional offers to the Bank while giving the price information. The offer should strictly be in conformity with the items as specified by the Bank. No additions or deletions to the Annexure are allowed. Any deviations may lead to disqualification of the bid.
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8 Overview of Evaluation Process
8.1 Technical evaluation process:
8.1.1 The bids received will be scrutinized to determine the fulfillment of Eligibility criteria as stipulated by the Bank.
8.1.2 The technical evaluation of those Network system integrator (NSI) who are meeting all the eligibility criteria will be carried out including the following:
8.1.2.1 Meeting the technical specifications, their capability for carrying out large WANs, projects implemented, support strength etc.
8.1.2.2 Agreement to the scope of work, meeting SLAs and Terms and Conditions 8.1.2.3 Participation in Reverse Auction. 8.1.2.4 Feedback from reference sites on the uptime and other services offered by vendor. Bank may carry out the reference site check for satisfactory services during evaluation process. Bank may carryout reference check of proposed NOC site.
8.1.2.5 Compliance to the unpriced Indicative commercial offer.
8.1.2.6 Compliance to integrate with Bank’s existing projects like UC, VC, NAC, DMS, VSAT, etc...
8.2 Commercial evaluation process
8.2.1 The Indicative commercial proposals of only those NSIs who are qualified in the technical evaluation would be opened and the lowest indicative prices may be taken as the starting bid for conducting Reverse auction under E-procurement process. The details of Reverse auction under E- procurement process is given as per Annexure F. The L-1 vendor emerging from Reverse auction process will submit a detailed breakup of total cost (as per the Annexure E-2 to E6)
9 No Erasures or Alterations
9.1 There should be no significant hand-written material, corrections or alterations in the offer. Technical details must be completely filled up. Correct technical information of the product being offered must be filled in. Filling up of the forms using terms such as “OK”, “accepted”, “noted”, “as given in brochure/manual” are not acceptable to the Bank. The Bank may treat offers not adhering to these guidelines as unacceptable.
10 Modification and/or Withdrawal of Bid
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10.1 The bidder may modify or withdraw its bid’s submission, provided that written notice of the modification or withdrawal is received by the Bank prior to the deadline prescribed for submission of bids.
10.2 The Bidders’ modification or withdrawal notice shall be prepared, sealed, marked and delivered in accordance to the provision of Para “Submission of Bids”, with the envelope additionally marked “MODIFICATION” or “WITHDRAWAL” as appropriate. The withdrawal notice should be submitted to the Bank not later than the deadline for submission of bids.
10.3 No bid will be allowed to be modified after the deadline for submission of bids.
10.4 No bid shall be withdrawn in the intervening period between deadline for submission of bids and expiration of period of bid validity specified by the bidder in the submitted bid.
10.5 No bidder shall be allowed to withdraw the bid, if bidder happens to be successful bidder.
11 Bid Validity
11.1 The bidder shall keep the bid valid for 180 days from the last date of submission of bids. The bank reserves the right for extension of bid validity for another period of 90 days.
12 Right to alter RFP
12.1 Bank reserves the right to alter the RFP terms and conditions at any time before submission of the bids.
13 Pre-bid Meeting
13.1 The Bank may hold a pre-bid meeting with the prospective vendors. The date and venue of the pre-bid meeting will be displayed on the Bank’s website in advance. No separate intimation will be given to vendors in this regard. During this pre-bid meeting, the prospective vendors may seek clarifications on the RFP, if any.
13.2 The bidders must submit 2 days before the pre-bid meeting the make and model of the equipment proposed under this RFP for each type of equipment mentioned in this document with detail technical specifications. Based on the list of equipment provided by all the prospective bidders, Bank will decide the list of acceptable make and model which can be quoted by the bidders.
14 No Commitment to Accept Lowest or Any Tender
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14.1 The Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender notice.
14.2 The Bank further reserves the right to reject any or all offers based on its own evaluation of the offers received, or on the basis of stability, capabilities, track records, reputation among users and other similar credentials of a vendor. When the Bank makes any such rejection, the Bank will not be bound to give any reason and/or justification in this regard to the vendor.
15 Locations to be covered
15.1 The Central Office of Union Bank of India is floating this tender. The network equipment such as Routers, Switches (L2 and L3), Leased Line, Modems and other items to be deployed as specified in this tender shall be installed and commissioned by the selected vendor at locations designated by the Bank. Annexure J give a list of branches / offices, for replacement of network equipments and Annexure K give a list of branches / offices which are to be connected and also for maintenance of the entire network.
16 Cost of RFP
16.1 The RFP document is available on the Bank’s website www.unionbankofindia.co.in or Government portal www.tenders.gov.in. Vendors can download the RFP and use it for submission. However, the cost of the RFP i.e., Rs.25,000/- (non-refundable) should be paid by way of Demand Draft / Pay Order drawn in favour of Union Bank of India payable at Mumbai, while submitting the RFP to the Bank. The above demand draft/PO should be handed over to the Bank authorities in a separate envelope. The envelope should be duly super scribed as “Cost of RFP Rs.25,000/- paid through Demand Draft /Pay Order)”.Offers without DD for Rs.25,000/- will be rejected.
17 Bid Earnest Money Deposit (EMD)
17.1 The Vendor shall furnish, as a part of the Tender Document, a bid security for an amount of Rs.100 lakhs (Rupees Hundred lakhs only) in the form of a demand draft / Pay order or Bank Guarantee (valid for Six months) obtained from a scheduled commercial bank other than Union Bank of India drawn in favor of Union Bank of India payable at Mumbai.
17.2 The bid security should form part of the Tender Documents (Technical Offer) submitted by the Vendor. Failure to comply with this condition viz., Bid Security of Rs.100 lakhs shall result in summary rejection of the tender offer and no Vendor shall be exempted from the requirement of the bid security. SUBMISSION OF THE bid security IN THE Indicative Commercial offer SHALL RENDER THE BID BEING REJECTED ON THE GROUNDS OF NON-SUBMISSION OF THE BID SECURITY.
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17.3 The bid security of unsuccessful Vendors shall be returned, only after the successful completion of the tender process.
17.4 The successful Vendor will extend the bid security or furnish a new bid security to cover the project implementation period and the bid security will be returned only upon the successful completion of project implementation.
17.5 The bid security shall be forfeited:
17.5.1 If a Vendor withdraws his offer during the period of validity of bid.
17.5.2 If the successful Vendor fails to execute the Project within the stipulated time schedule or if the order is cancelled in terms of Order cancellation clauses as mentioned elsewhere in this document.
17.5.3 No interest will be paid on the bid security amount.
17.6 The Bank’s decision in the above cases will be final.
18 Support/Service Details
18.1 The NSI should meet the link uptime and device turnaround time as mentioned under SLA clause 34 to 38. The NSI will have to render services on 24x7 x365 days a year basis in respect of all locations. This shall be provided by the selected NSI at no extra cost to the Bank. The NSI shall submit the call login procedures and escalation procedure for maintenance of the network, if contracted.
18.2 To meet the desired SLAs of Banks with wide spread branch network, NSIs may tie up with franchises for better telecom liasoning. Because of the franchise’s spread in remote areas, they are able to carry out better line management in coordination with local telecom authorities. Hence the NSI may tie up with such telecom franchise agency, which is already established in this business on pan India basis and providing such services to BANKS.
18.3 The selected NSI will submit the details of their franchise partner, if partnered, the name of that agency, financial strength, standing, work experience, support centers etc., should be submitted along with the technical bid to enable the Bank to take a view on the ability of such agency to meet the Bank’s requirements. The franchise partner should have a national level presence with experience of carrying out such job for large network and sufficient skilled personnel posted at each of the locations. The details of the franchise partner’s network should be submitted to the Bank for approval. 19 Network audit
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19.1 During the tenure of the contract, the NSI shall conduct a network audit once in a year on the following aspects without any cost to the Bank:
19.1.1 To examine the health of the network by verifying the parameters such as link latency, CRC errors, link utilization during peak hours, version control of router OS and other network applications such as Centralized call switching device, ACS server etc.
19.1.2 To identify the performance bottlenecks and to take suitable rectification steps, in consultation with the Bank and suggest measures for improvement.
19.2 The NSI will be responsible for configuration of the network devices as per the Bank’s IT security policy. Bank can conduct the audit of the network as per RBI guidelines, if any or as per Bank’s requirement through a third party or by Bank’s Internal audit team on yearly basis. Vendor will be responsible for complying with all the audit observations.
19.3 The Bank or its representative or Reserve Bank of India reserve right to audit the operation of NSI including books of accounts as per outsourcing policies of Bank and/ or Reserve Bank of India.
20 Quality Requirement for equipment
20.1 All products proposed to be deployed should be associated with specific model numbers and names and with printed literature describing configuration and functionality. The equipment proposed will have to be supplied with all the software, if any. The vendor should review the performance of the products deployed from time to time and take necessary upgradation, as and when required.
21 Types of Network equipment
21.1 The vendor has to deploy Routers, Switches, IP Phones, AAA server (Authentication, Authorization and Accounting), leased line Modems, etc. as per specifications defined by the bank. Bank has defined the specification types of equipment required for different locations. If the actual usage exceeds the minimum requirement specified, the vendor should upgrade the equipment accordingly without any additional charges to the Bank. The network protocols etc., should be finalized in consultation with the Bank.
21.2 The vendors can either own the equipments proposed in this tender or they may tie-up with leasing & finance companies for leasing the equipments. In the latter case, the vendor should make his own arrangements with such companies without any recourse/responsibility to the Bank. Irrespective of the status of their tie-up with the leasing & finance companies, the vendor should ensure availability of equipment
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for the contract period. Failure on the part of vendor to comply with these terms will be treated as breach of contract.
22 Approvals of Competent Authorities
22.1 All equipment not requiring TEC approval for use over leased lines provided by BSNL/MTNL or other Basic Service Providers should be clearly indicated. The vendor should provide evidence of TEC certification for all equipment where such certification is required. Such approval should accompany the Technical bid.
23 Completeness of commissioning
23.1 Every site will be accepted after complete commissioning of equipment, functioning of equipment under WAN (leased/MPLS/ISDN/PSTN/RF as the case may be) for a minimum period of 15 days. The vendor should connect, hitherto unconnected branches/offices/new locations of the Bank, preferably with MPLS links to the nearest POP. In case of non- feasibility of MPLS links, the location should be connected through RF/CDMA/3G/VSAT link etc. As and when service providers make the MPLS links available, the vendor should shift the link to MPLS at the agreed itemized cost.
23.2 After giving the order for connecting a location and before completion of commissioning of the links, Bank may change the location because of administrative reasons. Vendor is required to shift the equipment/links and carryout the commissioning at the new location. No additional cost will be paid by the Bank for this activity.
23.3 However, any courier/transport cost incurred for shifting of equipments from one premises to other premises of the Bank, such charges will be reimbursed at actual.
23.4 Subsequent to commissioning of links, some of the locations may have to be shifted as per Bank’s requirements. Vendor is required to shift the equipment/links and carryout the commissioning at the new location. Shifting charges will be paid as per the agreed itemized cost.
24 Price composition
24.1 The price quoted should be in Indian Rupees on a fixed price basis and should include the following.
24.1.1 The charge to be quoted should be inclusive of all taxes, duties and levies. In the Indicative Commercial Offer, the vendor should provide breakup of taxes charged by them. The same also should be given in final offer of L-1 vendor after Reverse auction. The charge should also include locational network setup, which includes all the Transportation, forwarding, insurance, road permit, AMC charges etc.
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24.1.2 The cost of on-site support including placement of support personnel as defined in the RFP for 7 years.
24.1.3 All prices should be itemised. Unit prices and taxes thereon should be given separately for every item. Total Cost will be calculated taking all the Parts (Annexure E-2 to E-6) in to consideration.
25 No Price Variation
25.1 The commercial offer shall be on a fixed price basis. No upward revision in the price would be considered on account of subsequent increases in customs duty, excise tax, sales tax, service tax etc. during the offer validity period. However, if there is any reduction on account of government levies, during the offer validity period, the same shall be passed on to the Bank.
25.2 Since Bank is looking at a contract period of 7 years, and avail the services over a period, if there is any upward or downward revision on service tax during the SEVEN year period of the contract, the same shall be to the Bank’s account. Baring service tax, no changes in other tax will be to Bank’s account.
26 Opening of Offers
26.1 Technical Offers will be opened on the scheduled date and time. The representative of the bidder can be present for the opening of the Technical Offers. No separate intimation will be given in this regard to the bidders, for deputing their representative.
27 Repeat Orders
27.1 The Bank reserves the right to place repeat orders for connecting new locations over and above the locations mentioned in the RFP, which will involve deployment of additional equipments and other hardware and services on the same rates and terms & conditions up to the end of 7 years, the contract period location wise i.e. 7 years from the date of installation. Bank also reserves the right to place repeat orders for the individual equipments/links depending upon the requirement using the itemised unit prices on the same rates and terms & conditions up to the end of 7 years, the contract period.
27.2 In case of any downward revision of prices, taxes, levies etc., the vendor should pass on such benefit to the Bank.
28 WAN Applications to be demonstrated
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28.1 It will be the responsibility of the vendor to integrate all the existing networks presently in use such as INFINET, VSAT based ATM network, Wireless Networks, third party networks etc. with that to be setup by the vendor so as to create a totally integrated network.
28.2 The vendor will demonstrate successfully running the existing applications and also should ensure smooth working of the future applications to be deployed by the Bank on the network.
28.3 This will include:
28.3.1 Accessing of intranet web pages (with encryption)
28.3.2 File transfers (with encryption)
28.3.3 Access to applications such as Core Banking, Cash Management, Depository, HRM, Lending automation, etc., by the remote users (with encryption).
28.3.4 Use of ISDN ports, PSTN dial-up ports for back-up purposes, including back-up connections carried out automatically/manually.
28.3.5 Use of voice sub-network implemented over the corporate network (without encryption).
28.3.6 Use of e-mail by users across the country (without encryption).
28.3.7 Use of Videoconferencing over IP/ISDN across the country (without encryption).
28.4 The Bank has deployed several applications on the existing network. Bank may deploy more applications on the network in future depending upon the business/operational requirements. The selected NSI should ensure that all the present as well as the future applications of the Bank are fully supported by the network infrastructure deployed by them.
29 Frequent Failures Unacceptable
29.1 If any equipment has frequent hardware failures in normal conditions for two or more occasions in a year, it shall be replaced by new equipment by the Vendor to avoid further failures. However the frequency of hardware failure will be decided by the technical implementation and co- ordination committee based on the criticality of the location/equipment and selected NSI has to abide by the committee decision.
30 No Alteration
30.1 The offer should specify a single solution for the entire project. Each tender should be complete and self-contained in all respects and avoid cross-referencing other offers from the same vendor.
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31 Network Management & Maintenance
31.1 NSI should have own NOC in India for centralize monitoring of the network. NSI should have Disaster Recovery site also for the NOC services.
31.2 The selected NSI will submit documentation of their NOC detailing the NOC hardware, software, frequency of polling. The document should also detail no. of seats, no. of shifts and skills of people.
31.3 NSI shall provide a dedicated Toll free number for Union Bank of India for logging any issue related to network. NSI will deploy the dedicated and appropriate number of engineers at NOC for monitoring and management of the Bank network.
31.4 NSIs have to connect the Bank’s network to their NOC to monitor the network and deliver such SLAs and submit reports as defined in the RFP. NMS shall monitor WAN links and provide detailed view of all reports. The provider has to ensure deployment of required hardware and software at no additional cost to the Bank to manage and monitor the agreed service level agreement between the provider and the Bank. The features, includes the following:
31.4.1 Service Level Management Solutions
31.4.1.1 The Service Level Agreement should enable the Bank to manage service goals through reports that both administrators and end users can understand.
31.4.1.2 Flexible Reporting and Configuration: Reports should be easily customizable to present service-level data by day, hour, deviation from plan, and more.
31.4.1.3 Service Incidents Highlight: A unique publishing model should enable the Bank and NSI to highlight and identify periods when external factors such as a power outage are responsible for non- compliance with SLA.
31.4.1.4 Web-based Reporting: All administration should be done through a highly intuitive, web-based interface. WAN device and link reports should be accessed via any browser, anytime and anywhere both by user and provider.
31.4.1.5 It should generate network wide link and device availability reports in a near online manner.
31.4.2 To comply with the WAN link management requirements, the NSI has to have a Network Operations Center. Dedicated Lease line with redundancy should be provided connecting the Bank’s network to the network operation center for high uptime of 99.9% or higher. All cost
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towards providing the same shall be borne by the vendor including redundant link, equipment charge, bandwidth, obtaining network approval, license fees etc.
31.5 The Bank and the vendor will review the performance SLAs on monthly basis for uptime, Bandwidth utilisation, QoS etc.
31.6 The NSI should monitor and manage all links for strict compliance of SLA, QoS, and security requirements of Bank through their NOC.
31.7 The NSI should provide the under mentioned reports from their NOC on periodical basis without any cost to the Bank.
31.7.1 Call logging reports (Daily and monthly basis)
31.7.2 Link uptime reports
31.7.3 Device availability reports
31.7.4 Device Reachability reports
31.7.5 Monitoring of health of devices i.e. CPU, memory, etc.
31.7.6 Monitoring of health of links i.e. CRC error, I/O error, flapping etc.
31.7.7 Bandwidth utilization report (Daily, weekly, monthly or as per requirement basis)
31.7.8 Centralized access to routers, switches log reports
31.7.9 Application wise bandwidth utilization report on demand
31.7.10Centralize backup of all network devices configuration and maintain the historic configuration of devices.
31.7.11Centralize configuration management of all devices.
31.7.12NOC should have the appropriate tool to change the configuration of multiple devices at a time.
31.7.13NOC should have automated system to intimate the critical events to officials via mail or SMS.
31.7.14Threshold monitoring of bandwidth, CPU and memory utilization
31.7.15Inventory management of all network devices with IOS version and hardware configuration.
31.7.16Sample point-to-point latency report for 25 to 50 locations as decided by the Bank from time to time
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31.7.17Report on Round trip time delay
31.7.18Other reports as decided by the Technical Implementation & coordinating Committee.
32 Project period
32.1 The project will be for a period of 7 years. The performance of the vendor will be reviewed every year to ascertain vendor’s performance and capability to continue during the 7 years period. Bank will have the rights to extend the contract period up to another 3 years with the terms and conditions and the rentals mutually agreeable to both the parties.
32.2 Notwithstanding the contract period of 7 years, Bank reserves right to re-tender at any time during the contract period for selection of new NSI.
33 Payment Terms
33.1 Bank will make payment as follows:
33.1.1 The project will be for a period of 7 years. The Vendors have to charge the Bank equal amount every year, which will be paid at the end of each quarter on per-site basis based on the achievement of SLAs (The network performance and uptime of the network as specified under SLA clause No. 34 to 37 will be assessed on monthly basis and the payment will be made at the end of each quarter). The vendor should submit the site-wise equipment details along with the uptime achieved to enable the Bank to pay quarterly charges.
33.1.2 The charges will be paid based on site category (site category is as per actual deployment of equipments in that location).
33.1.3 NSI should raise invoices after deducting the applicable penalties i.e. SLA, extended, etc.
33.1.4 The charges per location will begin from the date of completion of installation of all equipments and commissioning of the lines. The NSI should submit the installation and commissioning certificate signed by the Bank’s official certifying successful completion of installation and commissioning for the payment.
33.1.5 The shifting of lines due to relocation of branch/office premises or shifting of point-to-point lines to CH E1 / MLLN / MPLS charges will be paid on per site basis after successful shifting and testing as per the itemized charges under the head – Link commissioning/shifting, at the end of each quarter.
33.1.6 AMCs for equipments which are owned by Bank will be paid at the end of every year.
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34 SLA for network (this includes core, last-mile and backup links)
34.1 The table below specifies the end-to-end link uptime matrix along with mean time to respond (MTTR)
No Office City Uptime MTTR (HH:MM)
1 DC,DRC& NDC Metro 99.999% 00:00 2 Other Links All 99.50% 02:00
34.2 Scalability is required at every level - bandwidth level (DS0/DS1/STM1), network device level (deployed by NSI under this project) and load level. None of the devices should reach 70 % of their peak performance at any point of time. This holds true even if the server and applications may increase over time. The round trip delay of the network at any point to any point during the business hours (8 A.M to 8 P.M) should be less than 100 msec (average) and packet drop should be less than 0.1%. In case of high latency, it will be responsibility of the NSI to coordinate with Telecom Service provider to rectify the latency either by replacing the local pair or by other similar measures to contain latency within the stipulated limits.
35 QoS requirement of network
35.1 The QoS requirement for the network is as listed below:
NO Applications Guaranteed Jitter sensitivity Delivery 1 VOICE (IP telephone) Yes Yes 2 Business Application (Finacle, Less than 0.5 No Treasury, LAS,IB,ATM, etc.) % packets lost 3 Other applications (Antivirus / Less than 1% No mail / other intranet applications) packets lost
(However design must be flexible enough to adapt itself to changing profile of applications)
36 Payment against delivery of SLAs
36.1 Bank will pay charges on per site basis depending upon the achievement of uptime. Full amount will be paid for 99% uptime or higher per line and the payment reduces at the rate of 10% for every 1% reduction in uptime. No payment will be made for uptime less than 90%. However bank issues will be exempted from calculating the uptime.
Uptime % of cost DC, DRC ,NDC and VSAT Backhaul 99.99% or more 100% 99.98% or more 90%
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99.97% or more 80% 99.96% or more 70% 99.95% or more 60% 99.90% to 99.95% 50% Less than 99.90% NIL
Branches and VSAT 99% or more 100% 98% or more 90% 97% or more 80% 96% or more 70% 95% or more 60% 95% to 90% 50% Less than 90% NIL
36.2 There should be no unplanned downtime of more than 5 minutes during the peak business period (9 AM to 5 PM) and more than one hour during a period of 24 hours.
36.3 Following will be excluded while calculating the down time:
36.3.1 Down time due to Bank issues.
36.3.2 Down time due to major BSNL issues like ring failure, trunk failure, Telephone Exchange failure, fiber cut and MPLS PoP failure.
36.3.3 Down time due to force measure like Earth quake, Natural calamities, Riots and major power outage.
37 Penalties for extended downtime
37.1 As business critical applications will be running on the Bank’s network, any extended downtime will severely affect Bank’s business causing substantial financial and reputation loss. Therefore, to avoid such losses, the NSI should take adequate steps to deliver the desired uptime. Depending upon the severity, the network downtime will be categorized as follows. This penalty will be levied in addition to the penalty mentioned in SLA payments mentioned as above.
S.No. Details Penalties 1 Branch / ATM site is down for a total period Rs.2,000/- per day of 4 hours continuously in a calendar day or per location more (The day is reckoned as calendar day not on the basis of 24 hours. Depending upon the requirements, the Bank may change the operational hours timings from time to time.)
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38 Other Penalties
38.1 Installation & Commissioning
38.1.1 For any delay in installation and commissioning of the solution on per site basis, Bank will charge penalty at 0.50 % of the order value for that site (site by site basis) per week or part thereof, subject to a maximum of 5%. The bank may at its discretion also waive or reduce the penalty if the reasons for delay are considered to be justified.
38.1.2 If the site is not ready due to reasons not attributed to the vendor, no penalty will be levied by the Bank.
38.1.3 For any delay in link / equipment shifting beyond 6 weeks from the date of instruction, Bank will levy a penalty of Rs.2,000/-.
39 Manpower placement
39.1 As a part of contract, NSI has to ensure placement of resident qualified engineers at all HUB centers such as Mumbai, Delhi, Kolkata, Chennai and Bengalooru to maintain the network (as per the Team profile mentioned elsewhere in this document). Apart from the resident engineers, the NSI shall provide dedicated engineers at the following places. The coverage by engineers should be as follows:
Name of Regional office Name of Regional office Name of Regional office AGRA JAIPUR RAJKOT AHMEDABAD JALANDHAR RANCHI ALLAHABAD JAUNPUR REWA AZAMGARH KANPUR SAHARNPUR BARODA KARNAL SALEM BELGAUM KOLHAPUR SAMBALPUR BHOPAL KOTTAYAM SILIGURI BHUBANESHWAR KOZHIKODE SURAT CHANDIGARH LUCKNOW TRIVANDRUM COIMBATORE LUDHIANA UDAIPUR DEHRADUN MADURAI VARANASI DURGAPUR MANGALORE VIJAYAWADA ERNAKULAM MEERUT VISAKHAPATNAM GAUHATI MEHSANA GHAZIPUR NAGPUR GOA NASIK JABALPUR NELLORE GORAKHPUR PATNA
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HYDERABAD PUNE INDORE RAIPUR
39.2 The NSI will maintain proper records, which will list out domain name, host name, E-mail addresses and telephone numbers for all branches/offices.
39.3 The NSI is required to quote for management and maintenance of the network links on an annual basis for SEVEN years. This amount will be taken into account for computing Total Cost (TC). No additional charges such as conveyance, traveling, per diem hotel expenses etc., will be paid to the NSI or their engineers. This responsibility will cover the continuous monitoring of leased lines, ISDN lines, MPLS ports, network equipment and taking of corrective action as soon as possible. The compensation for this service will be as mentioned under point no.36, individually for each line. For this purpose, all leased lines, ISDN lines and MPLS ports, RF links irrespective of their bandwidth will be treated as identical and no differentiation will be assumed between them. The Indicative Commercial offer for these services should be provided in the format as given in Annexure C-3 to C-8.
40 Technological Up gradation
40.1 Further, the NSI should upgrade equipments with the latest software versions as part of technological upgradation i.e., equipment OS upgradation/application upgradation for IP telephony, etc., as and when required, without any additional cost so as to deliver the SLAs specified during the contract period. Vendor will signup back-to-back contract with the OEM for regular upgrades.
41 Call Reporting & Response
41.1 The NSI shall provide a dedicated Toll free number with sufficient number of telephone lines attached to it for Bank for logging any issue related to network on 24x7 basis. NSI will deploy the dedicated and appropriate number of engineers at NOC for monitoring and management of the Bank network.
41.2 The NSI shall monitor all the links/devices from NOC on 24x7 basis. NSI should take the necessary action proactively to restore the network without waiting the call from Branches/offices.
41.3 The NSI will place the resident engineers at CDC, Powai, Mumbai and Central Office, Nariman Point on 24 x 7 basis.
41.4 Any pre-empt error condition that is captured through EMS system will be informed to THE VENDOR’s NOC / resident engineer for taking proactive action.
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41.5 Branches/Offices may also report the call to NOC/resident engineer either telephonically or e-mail or any mode of communication.
41.6 The vendor should provide the detailed call escalation matrix specifying the person concerned to be referred with lapse of each slab of time.
42 Order Cancellation
42.1 The performance of NSI will be continuously reviewed by the Bank to maintain the terms & conditions as specified in this document. Based on the review, if the selected NSI fails to satisfy / maintain their commitment with respect to Uptime, Performance, Timely implementation of the project etc. the contract may be terminated by giving 3 months notice period. Bank’s decision in this regard will be final. In case of termination of this contract, the Bank shall have the right to avail services of any other bidder/ agency to continue the project without any let or hindrance from NSI and the NSI has to provide necessary help for smooth switch over. Bank will not pay any charges to the NSI towards packing/forwarding/freight/transit insurance etc., for the equipment at the time of termination/completion of the contract.
42.2 In addition to the cancellation of purchase order, Bank reserves the right to appropriate the bid security/performance Bank guarantee given by the vendor.
43 Right to Alter Quantities
43.1 The Bank reserves the right to alter the number of locations specified in the tender, and to delete/substitute items from the ones specified in tender. The Bank also reserves the right to spread the total order over different phases, depending upon the progress of availability of MPLS, leased line, ISDN line, etc. in the locations. Bank may also place order for various services in addition to the quantities mentioned in this tender at the same terms and conditions including the cost agreed upon.
44 Spare parts
44.1 During the contract period, vendor will ensure availability of sufficient spares at various locations (Bank / Own) to meet the requirements of branches / offices to meet the specified SLAs. The vendor should submit the list of such spares location wise to the Bank to understand the spread of the location of the vendor. In case of vendor’s office not present in the area, vendor can keep the equipment at Bank’s Regional Office under the custody of their resident engineer. 45 Safeguarding of Network equipment including Insurance cover
45.1 The NSI should install all the network equipment in a wall/floor mountable rack and securely lock the same and keep the key under their control. The NSI has to deposit a duplicate key with the Branch/Office in-charge,
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in a sealed cover, so as to enable the branch/office personnel to access the network equipment in case of urgent need. In other words, the network equipment will be under the control of the NSI only.
45.2 The NSI shall take such steps to ensure safety of the equipment including appropriate insurance cover till the end of the contract period. This is required to enable the vendors to take care of any loss/damage to their equipment due to theft, riots, floods, electrical fluctuations, earthing, lightening, fire etc. It may be noted that any loss/damage to the equipment for any reason will have to be borne by the NSI and Bank will not reimburse the cost of any equipment.
46 Guarantees
46.1 Vendor should guarantee that the complete solution supplied to the Bank is licensed and legally obtained. The hardware and other equipments so supplied should be original, brand new and solution must be supplied with original and complete documentation, printed in English language only.
46.2 All the supplied equipment should be new and original. Further, the invoices and challans should indicate part numbers of the various components. Documentary evidence should also be made available by the vendor in the form of official brochures regarding the validity of part & serial numbers.
47 Proposed network operations model
47.1 This section details the proposed operational model for managing the Bank’s WAN operations for contract period.
47.2 The WAN operations team shall be divided into two teams. The first team shall include the dedicated team that includes the Program manager, Network specialist and Network engineers. This team shall be dedicated to the Bank’s WAN operations only. This team will be stationed on-site at Mumbai, Bangalore, Delhi, Chennai and Kolkata.
47.2.1 The second team shall include the pool telecom team and other support engineers at different Regional Office locations. This team shall provide support for telecom (liasoning with Basic service provider for procurement and maintenance of links) and network equipment. 47.2.2 Vendor shall commit to the response time as per SLAs stipulated.
47.3 Operations team size proposed
47.3.1 The dedicated team proposed by the Bank for the period of Seven years is as follows:
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Sr. No. Description No. 1 Project Manager (in Mumbai) 1 2 Network Specialist (in Mumbai) 2 Network Engineers at 3 Mumbai -in shifts – 4 Engineers in each shift of 8 hrs – Three shifts 12 Network Engineers at Delhi, Kolkata, Chennai & Bangalore 4 - 1 Engineer 4 Network cum Telecom Member at ROs – 5 1 Telecom Member in one shift of 8 hrs 61 6 Helpdesk – Call co-ordinator at Mumbai in shifts – 2 each for 2 shifts 4
47.4 Roles & Responsibilities
Service Groups Responsibility Areas Deliverables
• Project Manager Overall responsibility for the • Timely project execution entire project including -
Network Implementation • Team management Network Monitoring & • Overall monitoring and Maintenance management of network
Inventory Management • Spare and logistic management Spares management • SLA reporting SLA Management • Meeting scheduling with Telecom Service Provider
• Reviews
Service Groups Responsibility Areas Deliverables
• Network Technology Specialist Responsible for all the • Vetting any alteration to the technical aspect of project network implementation and running • Centralised Management Router of the entire network. configuration and inventory
Network troubleshooting • Assigning access level to Network / Telecom Member
Network Changes - vetting • IP address maintenance
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Changes in existing routers • Trouble shooting and debugging of problems, if any IP Address Maintenance • Upgradation of existing routers
• Changes in existing routers Service Groups Responsibility Areas Deliverables
• Network Technology Engineers Day-to-day maintenance of • Network equipment installation all network equipments, links at the locations where Network etc. Engineers are based
• Manage Network equipment configuration
• Network equipment access controls • Trouble shooting and debugging of problems, if any
• Upgradation of Network equipment • Changes in Network equipment
Service Groups Responsibility Areas Deliverables
• Network Technology cum Liaison for new leased lines Commissioning of new leased lines / Telecom MPLS links Engineers Liaison for new ISDN links Commissioning of new ISDN circuits Liaison with Private Basic • Day to day maintenance Service Providers • Shifting and realigning of leased/MPLS circuits
• Upgrading of leased/MPLS circuits • Surrendering of circuits, if any • Billing related liaison • Any other matter to be taken up with Basic Service Provider
Help Desk Taking the calls, allocation, Call logging; call assignment, followup
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Call escalation of calls for call closure (talking to branches to Coordinator arrive at problems and solutions) and call closure. Submission of related reports periodically.
47.5 Service Windows
Service Window Team Description 10.00 am to 24 x 7 X 365 7.30 am to 10.00 am to 6.00 pm at Mumbai 11.30 pm 6.00 pm Monday to Monday to Monday to Saturday Saturday at Saturday At Mumbai Kolkata, At all ROs Chennai, Delhi &B’lore Program Manager YES
Network Specialists YES
Network Engineers YES YES
Telecom Member YES 7:00 am to Help desk call co- 11:00 pm at ordinator Mumbai (The above timings may be readjusted according to the Bank’s requirement from time to time)
47.5.1 The Vendor should propose detailed distribution of the Network Engineer & Telecom Member available for 24X7X365 days support at other locations, apart from the dedicated team.
47.5.2 The service window is as per Bank’s current requirements. Vendor should be able to provide enhanced service window, if Bank so requires.
47.5.3 Apart from the dedicated pool of engineers, as mentioned above, rest of the locations will be taken care by the vendor from their remote service offices.
47.6 Team Profile
47.6.1 Vendor network team shall have the following profile:
Team Description Team Profile
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Project Manager 8 years of IT experience 3 years of Program Management experience Experience of managing large Network Programs Experience of handling large teams Network Specialists 6 years experience of working on WAN Specific experience in implementing various routing protocol / MPLS technology Certification – CCNP or equivalent
Network Engineers 4 years experience of networking Certification – CCNA or equivalent
Telecom Engineer 3 years experience in liasoning with Telecom Service Provider for line commissioning & maintenance, LAN and WAN troubleshooting Certification – in networking Help Desk call 1 year experience in call take up, documentation, coordinator call allocation, tracking escalation, reporting, working on Help Desk module
48 Disaster Recovery & Business Continuity Planning (BCP)
48.1 As a measure of contingency the Bank has setup its Disaster Data Centre at Bengalooru. In case of failure of Central Data Centre located in Mumbai, it is expected that the operations will be carried out from the DRC. For this purpose, Bank has already installed servers and other equipment at the DRC to facilitate such operations. The vendors are expected to suggest suitable plans for implementing Disaster Recovery procedures for network operations and to ensure seamless shifting of network operations from Primary site to DR site in case of disasters. However, the finally selected vendor should draw out a detailed step-by- step disaster recovery plan and procedures for network operations which are required for ensuring smooth switchover from primary site to DR site and back from DR site to Primary site. The broad DR plan should inter-alia include the following.
48.1.1 The complete disaster recovery plan enumerating the technical aspects of seamlessly shifting the operations to DR site. This should include the routing plans through alternate/backup links to move the traffic to the DR servers.
48.1.2 The BCP should include stepwise procedures for declaration of disaster, entire escalation mechanism, roles and responsibilities defined for each of the team member and shifting the operations to DR site. The plan shall include prioritization of software and hardware replacement so that systems identified as ‘critical’ will be restored before less critical systems, wherever required. Time windows of these actions should be included. The BCP should include the DR plan for branch operations, ATM operation, Internet banking, Telebanking, Mobile banking and other centralised applications.
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48.1.3 All the vendors participating in the tender should submit the BCP document, which is, accepted as best practice. Only the finally selected vendor will submit the final plan after studying the Bank’s environment, infrastructure and business operations.
48.1.4 The vendor should supply, install and configure appropriate hardware, software etc., for best realisation of such devised Disaster Recovery Plan so as to enable the Bank to continue to maintain its business operations during times of disaster.
48.1.5 Only the finally selected vendor along with Bank officials would be required to test the switching over activity as per BCP before acceptance of solution. The vendor should also conduct periodical drills (Mock tests) to ensure the BCP readiness once in six months.
48.1.6 It is expected that the finally selected vendor would undertake the above-mentioned activities for putting the DR & BCP plan in place within three months time.
48.1.7 In case of disasters, the selected vendor should move the entire Network team to Bank’s DR site at Bengalooru or to arrange competent technical team at DR site, Bengalooru to carryout the network management and monitoring till the main site is restored. The vendor should carry out this activity without any additional cost to the Bank.
48.1.8 The vendor should conduct training sessions on DR drills and provide detailed manuals on the same.
49 Late Bid
49.1 Any bid received by the Bank after the deadline for submission of bid prescribed will be rejected and returned unopened to the Bidder, if bidder desire so.
50 Road Permit
50.1.1 In case of delivery of hardware to the areas where Road Permit is required for transportation of goods, it is the responsibility of NSI to provide the same making all the arrangements required in advance without any extra cost to the Bank. 51 Training
51.1 The NSI shall conduct technical training for 20 days per year during the contract period for Bank officials at the facility Centre of the Bank free of charge. Training will include both theory and practical training.
51.2 The training will be conducted at four locations across the country as per Bank’s convenience. The NSI will impart training at these four locations
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for 5 days each per year. The selected NSI will depute his officials to these locations on his own cost. Bank will not reimburse any cost towards lodging, boarding, to and fro etc.
51.3 The course content of the training shall be mutually agreed upon between the Bank and the selected NSI. The NSI will arrange the equipment for practical training without any cost to Bank.
51.4 The NSI shall provide extensive lecture notes, handouts and other Training documentation during training.
52 Acquisition and Amalgamation
52.1 In case of acquisition of any entity by Bank or Amalgamation of Bank with other entity, NSI has to co-ordinate other entity’s NSI for successful integration of the network. Scope of work and cost for same will be decided mutually.
53 Rules for Re-auction
Bank may consider the option of a Re-Auction in following circumstances:
53.1 During the process of reverse auctions, if there is either no bids from logged in vendors or only one vendor puts up bid/s, Bank may decide a re-auction by taking fresh Indicative prices from all qualified vendors in sealed cover only, to amend the start price for Re-auction.
53.2 In case the start price for the Reverse Auction event is decided by Bank and there are no bids or only one bid/s by a single vendor in the Reverse Auction, Bank may decide Re-Auction while further amending the start price.
53.3 Reverse auction will be valid only if two or more bidders are participating in the reverse auction event.
54 Bidders’ Obligations
54.1 The OEM/Bidder is responsible for managing the activities of its personnel or sub-contracted personnel and will hold itself responsible for any misdemeanors.
54.2 The OEM/Bidder's representative & local office at Mumbai will be the contact point for the Bank and all the authentic status of Delivery and Installation should be made available in writing.
54.3 The OEM/Bidder will treat as confidential all data and information about the Bank, obtained in the execution of his responsibilities, in strict confidence and will not reveal such information to any other party without the prior written approval of the Bank.
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55 Limitation on promotion
55.1 The vendor shall agree to make no reference to the Bank for the procurement of products and services hereunder or the agreement in any literature, promotional material, brochures, sales presentation or the like without the express prior written consent of the Bank.
56 Governing Law and Resolution of Disputes
56.1 The Bid and the subsequent Contract with the selected Bidder shall be governed in accordance with the Laws of India and will be subject to the exclusive jurisdiction of Courts in Mumbai.
56.2 All disputes and differences of any kind, whatsoever, between the Supplier and the Bank, arising out of or in relation to the construction, meaning, operation or effect of the Contract, shall be settled amicably by both Bank and the vendor. If after thirty days from the commencement of such informal negotiations, Bank and the vendor are unable to resolve amicably a contract dispute; either party may require that the dispute be referred for resolution by formal arbitration.
56.3 All questions, disputes or differences arising under and out of, or in connection with the contract, shall be referred to two Arbitrators: one Arbitrator to be nominated by the Bank and the other to be nominated by the vendor. In the case of the said Arbitrators not agreeing, then the matter will be referred to an umpire to be appointed by the Arbitrators in writing before proceeding with the reference. The award of the Arbitrators, and in the event of their not agreeing, the award of the Umpire appointed by them shall be final and binding on the parties. The arbitration and conciliation act 1996 shall apply to the arbitration proceedings and the venue for arbitration shall be at Mumbai, India. In case the vendor would like to exit the project, the same shall be taken up by the Arbitration process.
57 Force Majeure
57.1 There shall be no liability or responsibility, on the part of both the Bank and the NSI providing the implementation services for Expansion and maintenance of WAN network, for the consequences arising out of the interruption of the business acts of God, Riots, Civil commotion, Insurrections, Wars or any other causes beyond their control or by any strikes or lock outs.
57.2 Any such interruption due to Force Majeure should be informed by the NSI(s) to the Bank in writing within two days of such event.
58 Indemnity
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58.1 The Vendor shall, at its own expense, defend and indemnify the Bank against all third party claims for infringement of patent, trademark, design or copyright arising from use of proposed product/products or any part thereof.
58.2 Vendor will provide infringement remedies and indemnities for third party Products, on a pass through basis. If the Bank is required to pay compensation to a third party resulting from such infringement, the Vendor shall be fully responsible to pay such compensation along with all costs, damages and attorney's fees and other expenses that a court may finally award, in the event of the matter being adjudicated by a court or that be included in a Vendor approved settlement. The Bank will issue notice to the Vendor of any such claim without delay and provide reasonable assistance to the Vendor in disposal of such claim, and shall at no time admit to any liability for, or express any intent, to settle the claim. The Vendor shall also reimburse all incidental costs, which the Bank may incur in this regard.
58.3 If such a claim is made or appears likely to be made, the Bank agrees to permit Vendor to enable the Bank to continue to use the Product, or to modify it, provided no order otherwise has been passed by a court or replace it with one that is at least functionally equivalent. If Vendor determines that none of these alternatives is reasonably available, the Bank agrees to return the Product to Vendor on its written request, upon which the Vendor will then give the Bank a credit equal to:
58.4 For equipment, its invoice value as paid by the Bank to the Vendor; 58.5 for Materials, the amount the Bank paid Vendor for the creation of the Materials.
58.6 This Section stipulates Vendor’s entire obligation to the Bank regarding any claim of infringement.
Vendor has no obligation regarding any such claim based on:
58.6.1 Anything the Bank provides which is incorporated into a Product or Vendor’s compliance with any designs, specifications, or instructions provided by the Bank or by a third party on the Bank’s behalf; 58.6.2 Bank’s modification of a Product’s use in other than its Specified Operating Environment;
58.6.3 The combination, operation, or use of a Product with other products not provided by Vendor as a system, or the combination, operation or use of a Product with any product, data, apparatus, or business method that Vendor did not provide, or the distribution, operation or use of a Product for the benefit of a third party outside the Bank;
58.7 The Vendor shall also indemnify the Bank against all losses, damages, claims, counter claims, suits, penalties and costs which the Bank may face on account of –
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58.7.1 bodily injury (including death) and damage to real property and tangible personal property caused by Vendor’s negligence on the part of the Vendor’s employees, agents or representatives. 58.7.2 any claim or proceeding brought by a third party against the Bank as a consequence of the above. 58.7.3 any claim made upon and any action taken against the Bank by any statutory authority or Court on account of the Vendor’s failure to comply with any laws, orders and regulations applicable to the performance by Vendor of its obligations under this Agreement.
58.8 In the event of the Vendor not fulfilling its obligations under this Section within the period specified in the notice issued by the Bank, Bank has the right to recover the amounts due to it under this provision from any amount payable to the Vendor under this Agreement for AMC/Facility Management/ Support Services etc.
58.9 Vendor shall be liable for any breach or any non-performance by the Vendor of any of its undertakings, warranties, covenants, representations or obligations under this Agreement, subject to the provisions of Limitation of Liability.
59 Limitation of Liability
59.1 Vendor's aggregate liability under the contract shall be limited to a maximum of the Contract value. This limit shall not apply to third party claims for 1) IP infringement indemnity; 2) bodily injury (including death) and damage to real property and tangible personal property caused by vendor's gross negligence. For the purpose of this section, Contract value at any given point of time, means the aggregate value of the purchase orders placed by Bank on the vendor that gave rise to claim, under this tender. Vendor shall not be liable for any indirect, consequential, incidental or special damages under the agreement/ purchase order.
60 Patents Rights
60.1 The supplier shall, at their own expense, defend and indemnify the Bank against all third party claims or infringement of intellectual Property Right, including Patent, trademark, copyright, trade secret or industrial design rights arising from use of the products or any part thereof in India or abroad.
60.2 The supplier shall expeditiously extinguish any such claims and shall have full rights to defend itself there from. If the Bank is required to pay compensation to a third party resulting from such infringement, the supplier shall be fully responsible for, including all expenses and court and legal fees.
60.3 The Bank will give notice to the Supplier of any such claim without delay, provide reasonable assistance to the Supplier in disposing of the claim,
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and shall at no time admit to any liability for or express any intent to settle the claim.
60.4 The Supplier shall grant to the bank a fully paid-up, irrevocable, non- exclusive license throughout the territory of India or abroad to access, replicate and use software (and other software items) provided by the supplier, including-all inventions, designs and marks embodied therein in perpetuity.
61 Confidentiality
61.1 This document contains information confidential and proprietary to the Bank. Additionally, the vendors will be exposed by virtue of the contracted activities to the internal business information of the Bank. Disclosures of receipt of this RFP or any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the vendors, premature termination of the contract, and / or legal action against the vendors for breach of trust.
61.2 Selected vendor will have to sign a legal non-disclosure agreement with the Bank before starting the project.
61.3 The vendor (and his employees) shall not, unless the Bank gives permission in writing, disclose any part or whole of this RFP document, of the proposal and/or contract, or any specification, plan, drawing, pattern, sample or information furnished by the Bank (including the users), in connection therewith to any person other than a person employed by the bidder in the performance of the proposal and/or 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. The employees or the third party engaged by the bidder will maintain strict confidentiality. 61.4 The vendor, his employees and agents shall not, without prior written consent from the Bank, make any use of any document or information given by the Bank or its Authorized personnel, except for purposes of performing the contract award.
61.5 In case of breach the Bank shall take such legal action as it may be deemed fit."
61.6 The above obligation will survive even in case of termination/completion of contract.
62 Other terms and conditions
62.1 In case any information furnished during the bidding process is found to be incorrect, Bank will not only be summarily rejecting the current bid but the company itself may be blacklisted from any future bidding with the Bank. The Bank may share such information with Indian Bankers’
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Association (IBA), which is the voluntary representative body of all banking institutions in the country, who, in turn, may share the information among its member institutions.
62.2 Please note that any other terms and conditions whether implicitly or explicitly stated in any of your responses will be ignored.
63 Performance Bank Guarantee
63.1 The Bank wish to award this project to the selected NSI for an initial period of 7 years extendable by another 3 years. During the contract period, as the Bank would be running it’s business critical applications on the network provided by the NSI, to ensure strict compliance to the terms and conditions of this tender, it is desired that the selected NSI should provide a Performance Bank Guarantee for value of 10% of the annual contract value (payable to the vendor by the Bank). The vendor should submit the BG valid for one year and should renew the BG three month before expiry of BG failing which Bank may invoke the BG.
64 Obtaining Requisite Forms Like Form 32 Etc.
64.1 Requisite form, like Form 32, will be responsibility of the bidder. For obtaining the requisite form the bidder will provide the necessary documents i.e. Performa invoice etc.
65 Contact Person
65.1 In case of any query related to the RFP, please contact our official. Details are given below:
Mr.AbhijitAKalamnurikar (Manager) Telephone No: 91-22-25710235 Fax No: 91- 22-25702869. Mail id :[email protected]
Mr. Manoj Kumar Verma (Senior Manager) Telephone No: 91-22-25710236 Fax No: 91- 22-25702869. Mail id :[email protected]
Mr. Pravin Sharma (Asst. General Manger) Telephone No: 91-22-2571 02505 Fax No: 91- 22-25702869.
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Mail id : [email protected]
Last date for receipt of queries will be 17.12.2012 till 18:00 hrs.
TECHNICAL OFFER
66 ANNEXURE-A
Note: Annexure A consists of Annexure A1 to A5. All these Parts are to be duly filled up and submitted as part of - Technical Offer.
66.1 Annexure – A –1 (Letter to the bank on the vendor’s letterhead)
To,
The General Manager Union Bank of India, Technology Centre, Adi Shankaracharya Marg, Jogeswari Vikhroli Link Road, Mumbai – 400 072, INDIA Telephone No: 91-22-25710234
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Dear Sir,
Sub: Your RFP for Expansion of WAN Network for Equipment’s and Services
With reference to the above RFP, having examined and understood the instructions, terms and conditions forming part of the RFP, we hereby enclose our offer for supply of network equipment and connecting various locations as detailed in your above referred RFP.
We further confirm that the offer is in conformity with the terms and conditions as mentioned in the RFP. We also confirm that the offer shall remain valid for 6 months from the date of the offer.
We hereby undertake that the hardware and software to be deployed at the Bank’s locations will be licensed and legally obtained.
We hereby confirm that we are agreeable to manage and maintain the network initially for a period of 7 years, extendable by another 3 years on mutually agreed prices and terms and conditions.
We hereby agree to participate and abide by all terms and conditions of Reverse Auction.
All the Annexures with other Technical documents duly filled in and signed are enclosed. We understand that the Bank is not bound to accept the offer either in part or in full and that the Bank has right to reject the offer in full or in part without assigning any reasons whatsoever.
Yours faithfully,
Authorised Signatories (Name & Designation, seal of the firm) Date:
66.2 Annexure – A1- 2 – Undertaking
Letter of Undertaking on Company Letter head
To The General Manager Union Bank of India, Department of Information Technology, AdiShankaracharyaMarg, Opp. Powai Lake, Powai, Mumbai – 400072.
Sir,
Reg.: RFP for Expansion of WAN Network for Equipment’s and Services
We herewith submit our Bid Document.
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We understand that