I. Eligibility
Conditions
1. The vendor should be a Company
registered in India.
2. The vendor should have good
reputation in the market and their clientele should preferably include banks,
FIs, Government Undertakings and other reputed concerns.
3. The vendor should preferably
have all India presence with an office in Hyderabad.
4. The vendor should be a systems
integrator and should have minimum experience of five years in the field of
maintenance of Computer Hardware and Peripherals.
5. The Vendor should have executed
at least two orders each of Rs.8.5 lakhs or above for AMC for maintenance of
computer hardware and peripherals during the last three years. (The second work
order should not be a repeat order of the first. The value of the work orders
should be calculated on the basis of value paid for maintenance of servers,
PCs, notebooks and peripherals).These Work Orders must be supplemented by satisfactory
certificates issued by the concerned agency. Any work order placed by RBI, Hyderabad
will not be considered for this purpose.
6. The vendor should have the
capabilities to handle AMC for all brands and makes of computer systems and
peripherals. The vendor should be able to provide AMC for all hardware items
and support for Operating Systems/ Systems Software listed in Annexure
– I.
7. Vendor should have appropriate
support relationship (channel partner, service partner, etc.) with OEMs of the
items mentioned in Annexure- I so as to ensure that priority
support level from OEM will be available to vendor for problem resolution. These
arrangements should be from LIPI, HP (This includes Compaq as well), IBM, TOSHIBA
and TVS in our case. Vendors must produce documentary evidence towards these
arrangements.
8. Vendor should have adequate
technical staff in Hyderabad with expertise, certifications for dealing in Windows
server (2000 and above) operating systems, Novell server operating systems,
SCO Unix server operating systems, Lotus Domino, Windows desktop operating systems
(Windows 98 and above) and Oracle. The Bank shall satisfy itself with regard
to the adequacy of available technical staff and their qualifications before
opening of the concerned vendor’s Part II Bid.
9. The vendor should be presently
maintaining site/s in Hyderabad where support is provided to :-
a. Novell servers
b. SCO Unix servers
c. Windows servers
Documentary evidence to this effect
supplemented by satisfactory certificates should be produced by the vendor in
Annexure VI. The Bank reserves the right to enquire about this
claim made before opening the concerned vendor's Part II bids.
10. The vendor should have a Repair
Centre at Hyderabad equipped with adequate technical staff (not less than two)
and equipment for repair work so as to ensure at least 99.5% uptime for servers,
99% uptime for PCs and 98% uptime for peripherals. The Bank reserves the right
to inspect the Repair Centres and satisfy itself about the quality and reliability
of the service that can be rendered by the vendor before opening the concerned
vendor’s Part II Bid.
II. Terms and Conditions
1. The AMC shall be effective
and valid for the broken period Octobe 01, 2005 to June 30, 2006 (9 Months).
It may be renewed by written mutual consent of both parties. The AMC would be
made in congruent with the fiancianl year of the Bank (i.e 1st July-
30th June of the year).
2. Maintenance services shall
be provided by the vendor at various properties of the Bank as listed in Annexure-
II. The Bank reserves the right to add more sites to the list. The same
will communicated to the vendor in writing.
3. The scope of coverage of the
AMC will be for the computer hardware and peripherals for all the items listed
in Annexure – I of the tender document. Technical support for
software listed in Annexure – I must also be provided. The
AMC will not be awarded in parts.
4. The vendor shall provide comprehensive
maintenance services which shall cover both preventive as well as corrective
maintenance for all assets covered under AMC.
5. Under corrective maintenance
the vendor shall rectify any defects, faults and failures in the equipment and
shall repair, replace any worn out, defective parts of the equipment, free of
cost to the Bank. All the components of the equipment, excluding consumables
and non-functional parts such as plastic casings and covers, shall be covered
under this agreement.
6. Maintenance support will have
to be provided for Windows server operating systems, Novell server operating
systems, SCO Unix server operating systems, Linux server operating systems,
Oracle and Windows desktop operating systems (Windows 98 and above)
7. The company shall load/reload
and configure operating systems and/or any other specific system software as
the case may be in the equipment covered under AMC, at no extra cost to the
bank, whenever the need arises.
8. Necessary technical assistance
and advice shall be extended by the vendor to resolve problems that may be encountered
with regard to hardware, operating system, system software and any problems
accessing the various application software on the computer systems, etc. covered
under AMC.
9. Vendor shall, upon direction
of DIT officials, configure Outlook/ install application software/ make configuration
changes in the equipment covered under AMC, free of cost.
10. Preventive Maintenance activity
shall include updation of patches/service packs, carrying of systems diagnostic
tests and taking remedial action, etc. The vendor shall provide for at
least one preventive maintenance schedule per month during the maintenance period.
11. The vendor shall be responsible
for updation of security patches on operating systems which should be done immediately
upon their release by the Principal after taking due permission of the Bank’s
officials.
12. The Bank has automatic anti-virus
updation system. However, the vendor shall be responsible for checking/ ensuring
updation of anti-virus files on all servers and PCs covered under the AMC. The
anti-virus patches on the systems should not be more than a week old. The anti-virus
packages will be provided by the Bank.
13. The vendor shall extend necessary
assistance in shifting and reinstallation of equipment covered under the AMC.
14. A health card shall be maintained
for all equipment covered under AMC. The vendor shall record therein each incident
of equipment malfunction, date/ time of commencement of downtime and successful
completion of the repair/maintenance work, nature of repair work performed on
the equipment together with a description of the malfunction and the cause thereof.
Details of preventive maintenance activity shall also be recorded.
15. The vendor shall arrange to
station at least three qualified resident engineers in the office premises on
all working days. The working hours on weekdays will be from 9.30 AM to 6.00
PM and from 9.30 AM to 2.00 on Saturdays. However, under special circumstances
such as Annual Closing of books of accounts of the Bank, etc. the working hours
shall vary as per the given situation. The resident engineers shall report to
the Department of Information Technology on all working days during office hours.
The Resident Engineers shall be provided with mobile phones. Out of these three
engineers one must be BE with a minimum of three years experience in the area,
other two being diploma Certificate.
16. Vendor and (or) its Division
handling the job of 'Annual Maintenance Contract' must be ISO 9000 certified.
17. The vendor shall repair/ replace
parts at the various sites of the Bank only. If the fault is of serious nature
and requires the support of the Repair Centre of the vendor, thereby necessitating
shifting of the equipment, the vendor shall attend to shifting/ transportation,
installation, re-installation, loading of the software packages (both the system
software and application software, if any) at no additional cost to the Bank.
18. The vendor shall be responsible
for recovery of data, free of cost, in case of Hard Disk crash of any
computer systems under its AMC.
19. The vendor shall maintain
onsite an inventory of spare parts which should include at least the
following :-
a. One complete P-IV machine
with floppy drive and CD-ROM
b. One P-IV Notebook with DVD
combo
c. CD-ROM – 2
d. Keyboard – 5
e. Mouse - 5
f. Floppy drive – 5
g. SMPS – 5
h. DAT drive – 1
i. Deskjet printer -1
j. Laserjet printer – 1
k. All necessary spares to ensure
99.5% uptime for Bank’s servers
20. The vendor shall not sub-contract
the AMC to any organization, person, firm or its franchisee without the prior
approval of the Bank. If, at any time, it comes to the notice of the Bank that
such sub-letting has been done, the Bank at its discretion may terminate the
contract without referring the matter further to the vendor. The Bank will be
at liberty to realize all the expenses it had to incur in this connection, either
by adjusting from the payments due to the Vendor or through other means.
21. The vendor shall ensure
that the malfunctioning hardware, accessories, operating systems, systems software
(if any) is rectified within two hours of lodging the complaint by the Bank.
If the vendor is not able to rectify the same by the stipulated time, the vendor
shall provide, at their own cost, requisite hardware/ software to ensure business
continuity.
22. The vendor shall ensure 99.5
% uptime of each server, 99% uptime of each PC and 98% uptime of each peripheral
covered under the AMC. If during any half-year, the vendor does not maintain
the uptime of the equipment, proportionate maintenance charges will be deducted
from the amount to be paid to the vendor in the beginning of the next half-year.
23. The ‘Downtime’ in respect
of the equipment shall be calculated as under :-
i. ‘UPTIME’ of the hardware
and system software = (Coverage Hours minus Down Time)/Coverage Hours X 100
for the maintenance year.
ii. Coverage Hours = Uptime
commitment per day X No. of committed days per Year
iii. Uptime Commitment per day
= Hardware and System Software Maintenance Support Time per day
iv. Down Time will be counted
from the time of reporting the maintenance call by the Bank to the Vendor till
the resolution of the problem/operationalisation of the hardware and system
software.
v. No. of committed days per
Year = The number of working days of the Bank during the year.
24. If monthly preventive maintenance
schedule of equipment is not adhered to, a penalty of Rs. 50/- for peripherals,
Rs. 100/- for PCs/ Notebooks and Rs. 500/- for servers may be imposed, at the
discretion of the Bank. Completion of preventive maintenance schedule will entail
updation of anti-virus patches, Operating System patches and carrying out of
diagnostics tests.
25. As security for due fulfillment
of the terms and conditions and obligations of the service contract, the vendor
shall furnish a Performance Bank Guarantee of 10% of the value of the AMC valid
for one year.
26. The Bank shall release quarterly
payments towards the maintenance charges after the expiry of each quarter and
after getting a certificate of good performance from the Department of Information
Technology, Reserve Bank of India, Hyderabad.
27. In the event of addition of
any more machines under the scope of the AMC, the maintenance will be carried
out by the vendor for which the vendor may be eligible for an additional consideration.
In the event of weeding out of older machines in the office, the same shall
be removed from the contract and the rates reduced accordingly on a pro rata
basis.
28. The Vendor will provide insurance
cover to its workmen/ resident engineers in the Bank. The workmen/ engineers
or their legal heirs shall not claim any insurance benefit from the Bank in
case workmen/ engineers suffer any loss or damage to their life or person or
property while working in the Bank premises.
29. The Vendor shall ensure compliance
to all the obligations arising under the Contract Labour (Regulations &
Abolition) Act, 1970, Minimum Wages Act, Workmen’s Compensation Act, 1923 and
other labour laws prevailing in the country. In the event of any liability arising
on account of any breach or non-compliance of statutory requirements by the
contractor, the Bank would have the right to reimburse itself by way of adjustment
from the vendor’s pending bills or otherwise recover it through available legal
means, to the extent of the loss suffered by it as a consequence of the same.
30. The vendor shall ensure that
all materials and information which may come into its possession or knowledge
in connection with this contract or the performance thereof, whether consisting
of confidential and proprietary data or not, whose disclosure to or use by third
parties may be damaging or cause loss to the Bank, will at all times be held
by it in the strictest confidence and it shall not make use thereof other than
for the performance of its obligations described in the AMC and to release it
only to employees requiring such information for the purpose of performing obligations
arising out of the AMC and not to any other party. The vendor shall ensure that
appropriate action shall be taken with respect to its employees to ensure that
the obligations of non-use and non-disclosure of confidential information are
fully satisfied.
31. The vendor shall certify that
the repair and maintenance services/products sold do not violate or infringe
upon any patent, copyright, trade secret or other property right of any other
person or other entity. The vendor shall indemnify the Bank from any claim or
demand, action or proceeding, directly or indirectly resulting from or arising
out of any breach or alleged breach of this warranty.
32. The Bank reserves the right
to claim as damages from the vendor to the extent of the loss suffered by it,
if it is found that due to any commission or omissions of the vendor, damage
has been caused to equipment covered by the AMC or to any property of the Bank
even if it is not covered by the AMC.
33. The Bank reserves the right
to terminate the agreement, if the vendor fails to carry out any of its obligations/duties
in terms of the agreement.
34. The Maintenance Contractor
shall pay all the taxes, duties and levies, if any, required to be paid. The
consideration indicated in the foregoing paragraphs shall be inclusive of all
the prevalent taxes payable by the Maintenance Contractor. The Bank would be
at liberty to make the necessary tax deduction at source, as required by law.
35.L1 vendor will be decided on
the basis of Total Cost to the Bank (inclusive of Taxes, Charges, etc.)
36. The Bank shall not consider
any request in change of rates of AMC due to any reason whatsoever, during currency
period of the contract.
37. All legal suits, actions or
proceedings relating to or arising out of the agreement shall be subject to
jurisdiction of the courts in Hyderabad only. If any dispute arises between
the parties about the terms of this contract or anything in relation to or arising
out of this contract, the parties shall make an effort to solve the same through
the appointment of an arbitrator by mutual agreement. If a single arbitrator
could not be appointed by agreement, each side would be free to appoint one
arbitrator each, who in turn will add an umpire. The decision of the arbitrator
or arbitrators, as the case may be, shall be final in regard to such dispute
or disputes.
III. Submission of Bids
1. Pre-bid survey of site can
be carried out by vendor between 2:00 P.M. to 4:00 P.M. on August 17/18, 2005.
2. Separate sealed Part I and
Part II bids in duplicate addressed to Regional Director, Reserve Bank
of India, Secretariate Road, Saifabad, Hyderabad - 500004 should be submitted
so as to reach the Bank by 2:00 p.m. on August 31, 2005. Any tender received
after this time will not be entertained. Separate sealed quotations should be
appropriately superscribed :-
The original and duplicate
of Part I should be in one cover.
‘Quotations for AMC for Computer
Hardware and Peripherals
of RBI, Hyderabad - Part I Bid-Original’
‘Quotations for AMC for Computer
Hardware and Peripherals
of RBI, Hyderabad - Part I Bid-Duplicate'
The original and duplicate of
Part II should be in one cover.
‘Quotations for AMC for Computer
Hardware and Peripherals
of RBI, Hyderabad - Part I I-
Bid-Original’
‘Quotations for AMC for Computer
Hardware and Peripherals
of RBI, Hyderabad - Part I I-
Bid-Duplicatel’
The covering page of the tender
documents submitted inside the sealed envelopes should also be appropriately
superscribed as 'Original' and 'Duplicate'. In the event of any discrepancies
between the 'Original' and the 'Copy' of the bid documents, the Original shall
govern.
3. Each page of the technical
and commercial bid should be numbered, signed and stamped with the company seal.
4. Incomplete quotations or quotations
submitted after due date and time are liable to be rejected.
5. The Bank reserves the right
to reject all or any of the quotations received without assigning any reason
thereof.
6. The Bank is not bound to accept
the lowest tender and reserves the right to accept either in full or in part
any tender.
7. Vendor shall deposit an Earnest
Money Deposit of Rs. 34,000/- in the form of DD to be enclosed with Technical
Bid, which will be refunded to unsuccessful bidders after award of work and
commencement of AMC and submission of 10% Performance Bank Guarantee in case
of successful vendor. Interest will not be paid on the EMD. Bids submitted without
EMD are liable to be rejected.
8. The Part-I should contain :-
a. Company Profile to be submitted
in format given in Annexure – III
b. Certificates of Satisfactory
Service by customers.
c. Audited Balance Sheets of the
Company for the past 3 years.
d. Undertaking/certificate of
indemnity as per Annexure - V.
e. Demand Draft for EMD
f. Validity period of the Offer-
Three months from the date of opening of Part II of the tender.
g. Details of any deviations,
clarifications, stipulations which needs to be provided by the vendor
h. Undertaking that no terms and
conditions have been stipulated in the Commercial Bid.
i. List of consumables for items
covered under AMC
9. The quotations shall be in
conformity with our conditions and requirements. Deviations, if any,
shall be clearly mentioned by the vendor in the Part - I Bid. Non-mention
of deviations shall imply compliance with our conditions and requirements. The
Bank reserves the right to reject an offer for any of the deviations.
10.Clarifications/conditions stipulated
by the vendor, if any, shall be examined and discussed with the vendors and
the conditions that are acceptable as well as the conditions which are not acceptable
to the Bank shall be intimated to them. The vendor will have to agree to the
stated position of the Bank but shall be allowed to quote percentage either
at par, above or below of their/his priced tender already submitted in a sealed
cover taking into the consideration the financial implication of the conditions
not agreeable to the Bank. This letter containing the vendor's price adjustment
(either at par, above or below) shall be submitted in duplicate in a sealed
cover on or before a date fixed subsequently and informed to the vendor by the
Bank. This letter together with sealed cover of the Price Bid shall be opened
on the scheduled date at the appointed time. If the vendor fails to agree upon
the Bank's stated position within the stipulated time, their bid is liable to
be rejected.
11. The Part II bids of only qualified
vendors shall be opened for the purpose of commercial evaluation.
12. The Commercial Bid should
be submitted in the format given in Annexure – IV.
13. No terms and conditions should
be stipulated in the Commercial bid, which is meant only for the quotation of
offer price/ rate. Any terms and conditions indicated in deviation from the
above, would be ignored by the Bank.
14. The validity of the price
bid (Part II) should be for a minimum of 3 months from the date of opening of
Part II of tender. The validity of the offer should be indicated in the Technical
Bid.
15. Where there is a discrepancy
between the amounts in figure and in words, the amount in words shall govern.
Where there is a discrepancy between the unit rate and the line item total resulting
from multiplying the unit rate by quantity, the unit rate will govern.
The undersigned may be contacted
for any clarifications. Contact details are :-
Tel : 23242034/23242470 Fax : 23232826
P Subramanyam
Deputy General Manager
Department of Information Technology
Reserve Bank of India,
Secretariate Road, Saifabad,
Hyderabad - 500004
ANNEXURE – I
|
Sl. No.
|
Item Description
|
Model/ Brand
|
Number
|
|
|
Servers
|
HP Net Server E 60
|
2
|
|
HP Net Server LC 3
|
2
|
|
Compaq Proliant 2500
|
1
|
|
COMPAQ PROLIANT 800
|
2
|
|
ACER ALTOS 330
|
1
|
|
IBM Netfinity 3000
|
1
|
|
HP Netserver LH II
|
1
|
|
IBM Xseries 206
|
1
|
|
HP Netserver E 30
|
1
|
|
|
Laptops
|
Zenith PII, Wipro Acer, Toshiba
Sat 2710
|
5
|
|
Zenith PIII, Compaq Presario
1600, Compaq Armada 110
|
7
|
|
Compaq evo n160
|
3
|
|
Compaq evo n800c
|
18
|
|
Toshiba Tecra S1
|
32
|
|
Sony VAIO
|
1
|
|
|
PCs
|
P I & P II – PCS,
|
6
|
|
P III -Compaq, Zenith, PCS
|
102
|
|
P – IV Compaq, HP,IBM, Wipro
|
197
|
| |
Nodes
|
P – I
|
31
|
| |
Dot Matrix Printers
|
Panasonic, TVSE, Wipro
|
40
|
| |
High Density DMP
|
Wipro
|
5
|
| |
Line Printer
|
Lipi,Wipro
|
7
|
| |
Laserjet
|
HP
|
12
|
| |
Network Laserjet
|
HP
|
2
|
| |
Deskjet/Inkjet
|
HP
|
40
|
| |
Passbook
|
TVSE,Wipro
|
3
|
| |
Scanners
|
Umax, HP
|
9
|
| |
DAT Drives
|
HP
|
1
|
| |
Multi-functional Devices
|
HP
|
2
|
|
15
|
Any other items to be charged
by the vendor *
|
* This is to be filled up
at the option of the vendor. This will be taken into consideration while
deciding upon L1 vendor.
|
|
|
16
|
Service Tax, Education Cess and others (to
be mentioned in terms of percentage)
|
|
|
|
17
|
TOTAL
|
|
|
TECHNICAL SUPPORT FOR OPERATING
SYSTEMS
Novell 3.11, 4.11 with SFT III,
5.0 and above
SCO Unix 5.x servers and above
Linux Servers
Windows 2000 and 2003 servers
Lotus Domino
Windows Desktop Operating Systems (Windows
98 and above)
ANNEXURE – II
List of Properties of the Bank where
AMC services will have to be provided
Regional Director, Reserve
Bank of India,
Secretariate Road, Saifabad,
Hyderabad – 500004
Reserve Officers’ Quarters,
Red Hills,
Hyderabad- 500004
ANNEXURE - III
COMPANY PROFILE