20120109 rfq basic home station_rev4
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CONFIDENTIAL
The information contained in this proposal and any related discussions or documents produced by Telefonica or their
advisers are confidential and proprietary information. The information is subject to confidentiality restrictions between
the parties and should only be circulated to those on the RFQ team. Copies of confidential documents must be
returned at the end of the supplier's involvement in the response process.
This RFQ is subject to the terms of the non-disclosure agreement (NDA) entered into by you with TELEFONICA
RFP Vendor Selection Basic Home Station page 1 from 58
- Telefonica -
VENDOR SELECTION PROCESS FOR
BASIC HOME STATION
You have been identified as a potential supplier with the capability to deliver goods or services to any of
Telefonica Subsidiaries. Accordingly, we would like to invite you to respond to this Request for
Proposal (RFQ) by [INSERT REQUIRED DATE]
[INSERT COMPANY NAME HERE]
In the event that there is an alternative division or subsidiary of your company more suitable to deal with this RFQ, I
would be grateful if you would pass this RFQ on to the relevant division or subsidiary and advise us accordingly with
the relevant contact details. This exercise is entirely subject to contract.
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.
Table of Contents
1. Overview.............................................................................................................................. 4
1.1. Companies Overview ..................................................................................4
1.2. Basic Home Station Overview.....................................................................5
1.3. General Proposal Instructions .....................................................................5
1.4. Telefonica Ethical Procurement Policy ........................................................7
1.5. Environmental Procurement Policy..............................................................7
1.6. RFQ Structure..............................................................................................8
1.7. Guidelines and schedule.............................................................................8
1.8. How to prepare your response ..................................................................10
2. Non Functional Considerations..........................................................................................14
2.1. Non-Functional Requirements ..................................................................14
3. Functional Requirements...................................................................................................14
3.1. Definition....................................................................................................14
3.2. Service Integration.....................................................................................15
3.3. Service Description.................................................................................... 21
3.4. Casing Design............................................................................................23
3.5. Labels.........................................................................................................23
3.6. Remote Management.................................................................................24
3.7. Connectivity................................................................................................24
3.8. Hardware....................................................................................................27
3.9. Standard Packaging...................................................................................28
4. Technical Requirements....................................................................................................30
4.1. Quality Assurance......................................................................................31
4.2. Initial Training.............................................................................................31
5. Testing & Acceptance (Certification and Field Trial) ........................................................326. In Life Management ..........................................................................................................33
6.1. General Supplier Management .................................................................34
6.2. In Life Change Management .....................................................................34
6.3. Service Delivery.........................................................................................35
6.4. Service Governance...................................................................................35
6.5. Operational Reporting Requirements.........................................................38
6.6. Incident Management.................................................................................38
6.7. Problem Management................................................................................40
6.8. Release Management................................................................................41
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6.9. Availability Management............................................................................ 42
6.10. Support and Maintenance........................................................................44
6.11. Service Level Agreement.........................................................................46
6.12. Assumptions and Obligations...................................................................47
6.13. Maintenance of existing equipment production .......................................47
6.14. Ensuring compliance with the roadmap of product..................................47
6.15. Warranty...................................................................................................47
6.16. Specific Developments ............................................................................48
7. General Information to be provided by the vendor............................................................49
8. Commercial Model, Pricing & TELEFONICA Standard Agreement..................................50
8.1. TELEFONICA Purchasing Terms...............................................................50
8.2. General Commercial Terms and Pricing Proposal .................................50
8.3. Particular Commercial Terms for SPAIN....................................................53
8.4. Particular Commercial Terms for Czech....................................................53
8.5. Particular Commercial Terms for Telefonica United Kingdom...................53
8.6. Particular Commercial Terms for CHILE....................................................54
8.7. Particular Commercial Terms for BRAZIL..................................................54
8.8. Particular Commercial Terms for ARGENTINA.........................................54
8.9. Particular Commercial Terms for COLOMBIA...........................................55
8.10. Particular Commercial Terms for PERU..................................................55
8.11. Preference Customer conditions .............................................................558.12. TELEFONICA Policies ............................................................................56
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1. Overview
Your company has been invited to participate in the process Vendor Selection forBasic Home Station, and being selected as one of the participant in the first phase of
this process.
1.1. Companies Overview
1.1.1. Telefnica Overview
Telefnica is one of the world leaders integrated operator in the telecommunication
sector, providing communication, information and entertainment solutions, with
presence in Europe, Africa and Latin America.
Telefnica has one of the most international profiles in the sector with more than 60%
of its business outside its home market and a reference point in the Spanish and
Portuguese speaking market.
In Spain, the Group has over 80 years experience since its constitution in 1924,
providing services to more than 47.3 million customers at December 2008. In Latin
America, Telefnica gives service to more than 158 million customers as of the end
of December 2008 becoming the leader operator in Brazil, Argentina, Chile and Peru
and has substantial operations in Colombia, Ecuador, El Salvador, Guatemala,
Mexico, Morocco, Nicaragua, Panama, Puerto Rico, Uruguay and Venezuela. In
Europe, on top of the Spanish operations, the Company has operating companies in
the United Kingdom, Ireland, Germany, Czech Republic and Slovakia.
The Group stands in fourth position in the sector Telco worldwide in terms of market
capitalisation the 1st as an European integrated operator and fourth in the Eurostoxx
50 ranking, composed of the major companies in Europe (December 31st 2008). The
Group is listed on the main Spanish and foreign stock markets and has over 1.5
million direct shareholders according to separate records in favour of individuals and
corporations.
As of December 2008, Telefnicas total number of customers amounted to 259
millions.
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1.2. Basic Home Station Overview
The Basic Home Station is the natural evolution of the current standard Wifi router.
This device is very focused in connectivity, increasing some features from home
networking.
It has been defined for the users that:
Demand Multiple access connection (Back up 3G connection)
Interested in a better wifi coverage (Wifi n)
Look for an easy and quick provision.
Demand an easy and intuitive user interface
Share USB hard disks and printers.
Appreciate an attractive design for the device
1.3. General Proposal Instructions
This RFQ is not an offer to enter into an agreement with any party, but rather a
request to receive proposals from persons interested in providing the devices
outlined. TELEFONICA may reject all proposals, in whole or in part, and/or enter into
negotiations with any party to provide such devices.
TELEFONICA shall not be responsible for any costs incurred by suppliers in
responding to this RFQ and shall not be under any obligation to any recipient
whatsoever with regard to the subject matter of this RFQ.
TELEFONICA will treat as confidential all information submitted as part of any
responses to this RFQ. An NDA has been signed for this proposed between
TELEFONICA AND Supplier.
TELEFONICA shall not be obliged to disclose anything about the successful suppliersbut will endeavour to provide feedback, where possible, to unsuccessful suppliers.
TELEFONICA reserves the right to vary any element of this RFQ, issue
supplementary documentation or make additional arrangements at any time prior to
the proposal response date to clarify any issue or amend any aspect of the RFQ. All
such supplementary documentation issued by TELEFONICA during the RFQ process
will be deemed to form part of that RFQ and will supersede any part of the RFQ to the
extent indicated in the amendment. TELEFONICA may, at its absolute discretion,
vary and/or extend the RFQ process or postpone any submission date in the event of
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any such amendment.
TELEFONICA reserves the right at its absolute discretion to inform any supplier that
TELEFONICA is withdrawing its invitation to that supplier to bid for the proposal and
that accordingly TELEFONICA does not wish that supplier to submit an RFQresponse.
It is the suppliers responsibility to ensure that a full appreciation, understanding and
comprehension of the services required, stated or implicit have been achieved prior to
responding to this RFQ. No claims will be accepted for items that arise from the
suppliers failure to meet these requirements.
TELEFONICA do not expect to receive a response from more than one company
within a given group. In the event that your company is part of a group you should
submit a consolidated response from one part of your organisation and explain how
you would manage the contract in the event that you are successful.
Any conflict of interest or potential conflict of interest must be fully disclosed to
TELEFONICA as soon as it becomes apparent. In the event of any conflict of interest
or potential conflict of interest, TELEFONICA will, in its absolute discretion, decide on
the appropriate course of action.
Neither TELEFONICA nor any of their subsidiaries or group companies shall have
(other than in respect of fraudulent misrepresentation) any liability (including liability
for any direct, indirect or consequential loss or damage), or obligation, to the supplier,
resulting from the use of, or reliance upon, this RFQ; or any inaccuracy, error,
omission, unfitness for purpose, defect or inadequacy of any kind whatsoever in this
RFQ, except as may be expressly set out in any final and binding agreement entered
into by TELEFONICA and the supplier and subject to such limitations as may be set
out in that final and binding agreement.
Any dispute between the vendors and TELEFONICA as a consequence of this RFQ
process will be governed by and interpreted in accordance with, Spanish law and
subject to the exclusive jurisdiction of the courts of Spain, Madrid City.
By submitting a response to the RFQ the suppliers agree to all the terms and
conditions laid out in this RFQ and no purported rejection, variation or addition by
suppliers of these terms and conditions will have any effect.
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1.4. Telefonica Ethical Procurement Policy
TELEFONICA is committed to helping ensure that internationally recognised labour
and health and safety standards are recognised and adhered to by its suppliers in
accordance with the TELEFONICA Ethical Procurement Policy. As a matter of
principle TELEFONICA will not enter into contractual arrangements with suppliers
where:
The supplier is found to be using workers below the relevant minimum age for
employment; or
The supplier is found to be using forced, bonded or involuntary prison labour; or
The suppliers workers are found to be subjected to potential life threatening working
conditions or harsh or inhumane treatment.
Prior to the award of any contract, suppliers shall comply with requests from
TELEFONICA for information regarding their compliance with the TELEFONICA
Ethical Procurement Policy which shall be provided in a timely manner, and shall
permit TELEFONICA to carry out audits of their facilities that would be used to satisfy
the requirements of any resultant contract.
During the period of any resultant contract, should any of the above three conditions
be discovered to exist in the suppliers operations or with their direct sub-contractors,
and the supplier fails to complete corrective action within a timescale agreed with
TELEFONICA, then this will be regarded as a material breach of contract.
https://compras.telefonica.com/ING/serproveedor.html
1.5. Environmental Procurement Policy
1.5.1. Telefonica Environmental Procurement Policy
Our suppliers are expected to comply with all relevant local and national
environmental regulations and we work with them to help minimize the effects of their
activities.
Our policy supplements TELEFONICA's internal efforts to help protect and sustain
the environment, and is an integral part of our ISO14001 accredited Environmental
Management System. Our aim is to drill our objectives for sustainable development
deeper into the supply chain.
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Suppliers will, as a minimum, be expected to:
have an up-to-date, documented Environmental Policy including commitment to
environmental protection, prevention of pollution, compliance with environmental
legislation, continuous improvement and to procure in line with its policy;
Have a documented Environmental Management System to ensure effective planning,
operation and control of environmental aspects. This Environmental Management
System shall satisfy the requirements of ISO 14 001 or other internationally
recognized standards.
Have programmes in place for improving environmental performance.
During the period of any contract we expect the supplier to make all reasonable efforts to
support initiatives or targets that TELEFONICA may from time to time introduce where the
initiatives are relevant to their area of the TELEFONICA supply chain, e.g. Carbon foot
print reduction targets.
Examples of where we work with suppliers range from sourcing recycled paper for all of
our marketing material, through to energy saving initiatives with our major network
equipment suppliers.
http://info.telefonica.es/cr2007/rc2007/site/home-5.html
1.6. RFQ Structure
The RFQ comprises the following sections:
Section 1: Overview
Section 2: Non Functional Considerations
Section 3: Functional Requirements
Section 4: Technical Requirements
Section 5: Testing & Acceptance (Certification and Field Trial)
Section 6: in Life Management
Section 7: General Information
Section 8: Commercial Model, Pricing & TELEFONICA Standard Agreement
Section 9: Error: Reference source not found
1.7. Guidelines and schedule
Intent to Respond
Please carefully read all sections of this RFQ. Failure to respond in the required
manner and by the due date could lead to your proposal being excluded.
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Please sign and email as signed copy of the Intent to Bid Form in Schedule 1 by
deadline described in section 1.11 Timeline
Questions & Clarifications
All communications regarding this process must be via the channels indicated in the
e-mail containing this document. Attempts to lobby or influence TELEFONICA
employees outside these channels may result in disqualification from the tender
process.
TELEFONICA will answer all appropriate questions in regard to this RFQ that are
raise by Questions must be sent via e-mail to the following mailbox address of
Telefonica. Any question should be in English and sent to both Telefonica at the
same email. Any question that is sent incorrect way will be rejected.
Commercial and Technical Questions:
General Questions:
No other communication channel may be used.
During the evaluation process, Telefonica will not do accept questions for the
suppliers. The response must be complete.
Any clarifications will be replied to by the contact above. Clarifications may be given
to all suppliers responding and the identity of the company that asked a specific
question will be withheld.
Timeline
Please submit your completed proposal via Email not later than. RFQ responses thatare received after the due time and date may not be considered. The email
addresses to receive the proposal are:
Telefonica:
It is the Vendors responsibility to ensure that Telefonica receives the Proposal on
time, and Telefonica reserves the right to reject any proposals received after the
above-mentioned deadline.
A summary of key dates is provided in the table below, however TELEFONICA may
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amend or add to these dates.
Date Description
07-12-2011 Distribute RFQ
12-12-2011 Proposals from Vendors
14-12-2011 Final Evaluation
15-12-2011 Auction
16-12-2011 Vendor Award Communication
27-01-2012 Sample reception by TEF
30-01-2012 TELEFONICA on-site evaluation starts
01-05-2012 Start of Field Trial
01-05-2012 Start of Mass Production
30-05-2012 Transport of Initial Units
28-07-2012 Delivery of Initial Units
It should be noted that the timescales above are subject to change but can be used
as a guide for planning assumptions. Any changes will be notified to you.
The delivery of samples will be in Madrid and is mandatory. The Supplier shall deliver
these samples according to procedure and configuration defined in Schedule 8.
The Supplier will be eliminated if the supplier that doesnt delivery the samples.
1.8. How to prepare your response
Response Structure
It is essential that the Suppliers response consists of all the documentation required
by this RFQ and that the information provided by the Supplier focuses on compliance
with the requirements set out in this RFQ.
The Supplier proposal should include, additionally to all the information submitted via
Email in the request of languages:
Cover Letter (English)
Management Summary ( English)
To ensure the evaluation of proposals is performed efficiently, each proposal should
be divided into the following sections, as per the RFQ and as indicated below, and in
the language specified as below:
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Section 1: Overview - NO RESPONSE REQUIRED
Section 2: Non Functional Considerations (English)
Section 3: Functional Requirements (English)
Section 4: Technical Requirements (English and Spanish)
Section 5: Testing & Acceptance (Certification and Field Trial) (English)
Section 6: In Life Management(English)
Section 7: General Information (English)
Section 8: Commercial Model, Pricing & TELEFONICA Standard Agreement
(English)
Section 9: Error: Reference source not found (English)
If there is any difference in English and Spanish answers, Telefonica will choose the
answer which is more beneficial to Telefonica .
The Supplier should insert their company logo instead of the TELEFONICA logo on
every front page and in the header of each document. The file naming shall be the
same as the TELEFONICA documents, but starting with the name of the Supplier.
Example:
RFQ-Document: [project name]
Response of Supplier1: Supplier1 [project name]
Cover Letter
The cover letter shall be signed by authorised representatives of the Supplier.
Management Summary
The Supplier shall provide a management summary of its proposal, giving information
about the proposed solution.
The management summary shall be a maximum of 5 pages and shall provide a
realistic summary of the content of the Suppliers proposal and not simply offer
positive headline statements. TELEFONICA expects to be able to gain a quick
overview of the Suppliers proposal and requests the Supplier to avoid statements
with references to the body of the RFQ document for more detail in the summary.
In order to allow TELEFONICA to quickly identify the strengths of the proposal, the
Supplier is required to explicitly include the following information:
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Its commitment to adhere to all guidelines for the RFQ process and communication rules.
Its commitment to meet TELEFONICAs requirements in terms of scope and time scales
set out in this RFQ.
Its commitment to work with TELEFONICA using best pricing.
Its commitment to meet the TELEFONICA Service Levels.
Capability and commitment to meet changing business drivers.
Its ability to scale operational capacity to meet current and future requirements.
The top five differentiators from competitors.
Whether it intends to supply goods for a third party or vendor, and who will be this vendor.
Its commitment to create a commercial channel, if not available yet, to deliver in DDP to
Telefonica OBs provincial companies as described in the RFQ. Please provide the names
of the companies used and if they are part of the vendors group or it is a 3 rd party
commercial agreement.
Its commitment to accept the TELEFONICA procurement Terms & Conditions.
RFQ Response Format
The Suppliers responses MUST have the same format and numbering as the RFQ.
The Supplier shall copy the original text of the RFQ and add the respective response
to each section, subsection or paragraph. The response shall be framed using the
Box style included in the RFQ MS-Word documents (e.g. not Excel text boxes). TheSupplier shall use the document files provided with this RFQ as the basis for the
Proposal. The Supplier Proposal shall be in MS-Word format.
Deviation from the modality of the response requested for a specific question will
result in a non-compliant evaluation of that question.
Statements of Compliance
Requirements are explicitly formulated as statements. The supplier will mark the
requirements as follows:
FULLY COMPLIANT (FC) indicates that the supplier fully satisfies (without reservation) the
requirements of TELEFONICA. In case of comments on FC requirements, will be take note
of the information, but in any case of contradiction it will be assumed the requirement text
as correct.
PARTIALLY COMPLIANT (PC) indicates that the supplier meets the requirements of
TELEFONICA only partially. The supplier shall explain in detail the areas of non-complianceand shall provide an alternative proposal, which offers a similar performance at a
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comparable or lower whole life cost. The supplier shall provide details of its alternative
Proposal, e. g. time scales, Availability, release version and predicted results of that
proposal.
NON COMPLIANT (NC) indicates that the supplier cannot meet the requirements of
TELEFONICA . The supplier shall explain why the supplier is not FC to these requirements.
The supplier should respond for each requirement showing how their solution would
satisfy the requirement and in all cases providing comments and any relevant back
up information or assumptions. Also state whether such functionality is provided by
any proposed products, future release of the product (give timeline) or if it will be
enabled by some form of additional development (ie additional
functionality/development outside the standard vanilla solution currently offered by
the supplier).
In their response the supplier will be expected to demonstrate that they:
Have fully understood TELEFONICAs requirements
Are compliant with the requirements
The level of detail of the response or the Statement of Compliance shall provide
TELEFONICA with satisfactory information to give confidence in the accuracy of the
information received from the supplier. A sole reference to the suppliersdocumentation is insufficient and not acceptable.
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2. Non Functional Considerations
The response section of this RFQ is split as follows:
Non functional these are intended to provide the basis to shape the proposal.
These are expected to have a simple compliancy statement that can be clearly
referenced back from the description of the solution in the delivery section
2.1. Non-Functional Requirements
Summary Telefonica non-functional requirements to which the current platform / solution adheres
Id # Requirement Comment
The supplier accepts to use and work via Telefonica E-
commerce Platform, which is requested by Telefonica, as
described in Schedule 3.The supplier deliver the Environmental Declaration
Questionnaire filled-out as described in Schedule 4.The supplier accepts conditions of governance of this RFQ
as described in section 1.3 General Proposal Instruction
3. Functional RequirementsPlease find below all the functional requirements.
It is required to the vendor to answer in the column Comment of this file with the
level of compliance of the vendor.
3.1. Definition
Id # Requirement Comment
The set is based on :
Connectivity: the equipment is a router
ADSL/ADSL2+ connected in its input to abroadband service. It will contain 4 Ethernet10/100 in the LAN side to connect the router tohome network devices.
Wireless LAN Interface: the equipment will have
a wireless LAN interface according the standardIEEE 802.11 n 2.4GHz (2x2). It must becompatible with equipments having wirelessinterface 802.11 b and g.
Security: Wi-Fi Protected Setup (WPS) and
supporting wireless standards 802.11i .
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Id # Requirement Comment
USB Port: the equipment will have at list (1)
master USB with the following functions:
- Wireless WAN Interface: In case a 3G USB dongle
is connected, it will work as a connectivity backupsolution when no ADSL is available.
-Printer sharing: In case a USB printer is connected, itwill be shared to all devices connected to theequipment.
-Disk sharing: In case a USB disk is connected, it willbe shared to all devices connected to the equipment.
Remote management: TR-069, support. The
configuration associated to the connectivity
services in the router will be remotely managedvia TR069 from the operator ACS, including the3G interface connection configuration.
User Interface: the equipment should have a
user interface base on HTML/JavaScript designedby Telefnica and given to the vendor, that willdeploy it with out any extra-cost
Design: the equipment should have a
differentiate design, adopting with out extra costthe selected design for Basic Home Station andwhose details will be provided to the selectedmanufacturer.
3.2. Service Integration
Id # Requirement Comment
In order to use or interact with equipment , customer
should get access to the user interface.
The user interface is manageable by using a web
browser. Each time the end customer access the
user interface he/she is identify
3.2.1. Users
Id # Requirement Comment
It will be one kind of user that will have credentials
(password) to access to the user interface capable to
change parameters. These credentials will store only
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Id # Requirement Comment
locally in the Basic Home Station.
When the user get access to the GUI, he/she will be
able to see some information in order to know the
status of his equipment. If he/she would like to do
some configuration or to see some detail information
he/she should provide (password)
3.2.2. User Interface
Id # Requirement Comment
Interfaces Supported:
The equipment should have user interface accessible
from a LAN connected device using a supported
browser:
Internet Explorer 6 and higher
Mozilla Firefox (Win, MacOS y Linux)
Safari (Win y MacOS)
Google Chrome (Win)
It will be necessary to have an specific tool in the user
interface for the technical people within the operator
to manage and maintain in case of incidentsThe way to access to this technical/maintenance
space in the GUI should be:
http://192.168.1.1:8000
3.2.3. Local Interface
Id # Requirement Comment
The access to the local interface will be done with a
web browser from any device in the LAN having two
different ways:
Typing in the URL field of the web browser the
local IP address of the Basic Home Station:http://192.168.1.1
Typing a name for the Basic Home Station: ejem :
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Id # Requirement Comment
http://movistarhomestation.
3.2.4. Technical/Maintenance interface access
Id # Requirement Comment
The access to the local maintenance interface will be
done with a web browser from any device in the LAN
having two different ways:
Typing in the URL field of the web browser the
local IP address of the Basic Home Station:http://192.168.1.1:8000
Typing a name for the Basic Home Station, ejem :
http://movistarhomestation/tec
Basic Home Station (BHS) GUI is divided in two
major blocks:- Welcome and configuration Wizard
-Configuration Interface
3.2.5. Welcome and configuration Wizard
Id # Requirement Comment
The first time the user request for a web page from its
browser the router should redirect to the Local user
interface where the client should:
Change the administrator password,
Configure the SIMs PIN (Personal Identification
Number) in the web configuration interface.(optional)
Some other simple home configurationparameters (such us change SSID name or WPAkey).
In the case where the user enter an incorrect PIN
(three times) the user interface should ask for the
PUK (Personal Unblocking Key number)
Following diagram shows the Wizard site map
structure. Although final number of steps has not
been yet closed, these will be not more than 7 steps.
Note: this map is only a reference for the Business
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Id # Requirement Comment
units
BHS Wizard incluye the following features:
-Welcome Step
-WiFi config
-Other simple configuration or information steps
-3G config (when dongle is connected)
More details about these features will be provided
after the final vendor selection.
3.2.6. Configuration Interface
Id # Requirement Comment
Following diagram shows the BHS configuration
interface site map accessible via web browser.
Note: this map is only a reference for the Business
units
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Id # Requirement Comment
BHS Configuration interface must include the
following features:
-Help (external browser Windows with contextualized
help, help TOC and content will be provided by
Telefonica )
-Network Map
-Internet Configuration (configuring PPP username
and password)
-Internet Status (visual indicator of the Internet
connection status in the Network Map)
-Firewall Level (check and modify the predefined
Firewall levels)
-WiFi Status (visual indicator of the WiFi connection
status in the Network Map)
-3G Status (visual indicator of the 3G connection
status in the Network Map)
-Gateway Configuration (common gateway
configuration parameters like SSID, DHCP pool, WiFi
encryption,)
-Devices Bag (show the set of devices connected to
the Home Network)
-Devices Category Icon (identifies each device with a
different icon according to the kind of device category,
like HiFi set, laptop, phone)
-2/3 icons per device category (each category will
have 2/3 different graphical representations)-Devices Info Tooltip (pop-up to show quick device
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Id # Requirement Comment
data in devices bag)
-Printer Script Auto Installation Download (Printer
sharing feature will be configured in MacOSx,
Windows and Linux through configuration wizards.).
-USB Script Auto Installation Download (USB sharing
feature will be configured in MacOSx, Windows and
Linux through configuration wizards.)
-Filter by connection type (reorganization of devices
in the devices bag according to the connection type)
Filter by connected devices (shows only connected
devices in the devices bag)
-Device Configuration (simple configuration of eachdevice to assign a friendly name, a device category,
an icon and to configure the NAT and port forwarding
for this device)
-Applications (advanced configuration of NAT and
port forwarding)
-Advanced Firewall Configuration
Telefonica may customize their own default home
page portal URL.
More details about these features will be provided
after the final vendor selection
-Other simple configuration or information steps
More details about these features will be provided
after the final vendor selection.
-The vendor selected must provide the GUI to support
all functionalities requested.
3.2.7. Multilanguage support
Id # Requirement Comment
Both Wizard and Configuration Interface will be
implemented in the following languages:-English
- Spanish-Portuguese
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3.2.8. Remarks about the interfaces and provision
Id # Requirement Comment
In The local Basic Home Station Interface (user
interface and configuration wizard) will have a design
defined by Telefonica, according its usability criteria
to permit enjoy services as much people as possible,
trying to cover those users that dont want to deal with
technical complex configurations.
3.3. Service Description
Id # Requirement Comment
Basic Home Station has a set of its own functional
capabilities that offers to the end customer the
possibility to perform some actions/configurations:
Management of the home network map
Share USB connected disk
Share USB connected printer
Firewall control and Port mapping
3.3.1. Managing the home network and network map
Id # Requirement Comment
-Basic Home Station can manage the communication
between the different home networks, solving the
complex problem of the interconnectivity.
-The Basic Home Station will gather information from
the devices connected to the home network in order
to obtain: Device Name, connection status, network
interface used, IP address, MAC Address, etc.
With that information, the Basic Home Station is able
to present a graphical representation of the home
network called home network map. That map will
help the user to understand at a glance and in a
graphical way which device is connected to the
network.Also it should show the status of the equipment
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Id # Requirement Comment
reporting:
ADSL / Internet connection status, connected or
not connected,
3G / Internet connection status: not connected,
SIM not detected, standby, connection GSM,GPRS, EDGE, 3G/HSDPA and magnitude of thereceived signal.
LAN connected devices and unconnected devices
with a friendly name and graphical icon
USB Printer and Disk status.
In case the client uses the advanced user credentials
he will have access to change the followingconfiguration parameters:
DHCP server LAN IP address range,
WiFi SSID name and WPA key (password),
Basic and advance firewall rules,
Basic and advance NAT rules,
Set a Samba name for the shared printer and disk
3G dongle SIM authentication parameter PIN
(Personal Identification Number) and PUK(Personal Unblocking Key) number
View ADSL & 3G dongle statistics, Bytes /
Packets transmitted and received,
A log file or event log on the router to indicate the
3G connectivity times (connection /disconnection) and the cause of it.
Diagnostic option in the router. Availability of a
diagnostic option to check the connectivity to theInternet for both WAN interfaces (ADSL2 + and3G).
3G device name/model and device firmware
version
3.3.2. Share USB connected disk
Id # Requirement Comment
The Basic Home Station will allow sharing USB connected disks with all
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Id # Requirement Comment
devices connected to the LAN (Ethernet and WiFi) using SAMBA protocol(Server Message Block (SMB), also known as Common Internet FileSystem, CIFS) .The supported disks file systems should be FAT32, EXT2, EXT3 andNTFS.
With just a click users can share files from USB disks between all thecomputers connected to the local network.
3.3.3. Share USB connected printer
Id # Requirement Comment
The Basic Home Station will allow sharing USB connected disks
printers with all devices connected to the LAN (Ethernet and WiFi)
using LPD (Line Print Daemon) protocol.The supported printers should be at least the one appear inthe following link
http://www.qbik.ch/usb/devices/showdevcat.php?id=6&o=80&w=t&s=v&d=a
3.3.4. Firewall
Id # Requirement Comment
The user will be able to establish firewall and NAT rules applicable to
every connected device base on its MAC address. In the case the IP
address of a particular device changes, the device should keep its
firewall and NAT rules.
3.4. Casing Design
Id # Requirement Comment
The equipment should have a differentiate casing design, adopting
(with out any extra cost) the selected design for Basic Home Station
and whose details will be provided to the selected manufacturer.
It is desirable to have an industrial design that allows horizontal and
vertical installation. Having said that, the home installation feasibility
and 3G signal strength should prevail over the horizontal & vertical
design requirement. During the RFQ process this decision should be
taking by Telefnica .
3.5. Labels
Id # Requirement Comment
The router should include a label in the rear side of the casing
The router should include a label in the rear side of the casing with at
least the following information:
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Id # Requirement Comment
WiFi SSID and WPA Key (password)
Telefonica will specify the complete information in the label after
awarding.
3.6. Remote Management
Id # Requirement Comment
The Basic Home Station incorporates capabilities that allow the
operator its remote management and maintenance using the TR-069, .
Also the equipment it should be integrated with the country specific
Auto Configuration Server (ACS).
With this system the operator will be able to do the following actions:
Monitoring
o Identify LAN connected devices (WiFi and Ethernet),
o ADSL / 3G connection status
Fault detection
Equipment configuration:
o Return to factory setting
o Firewall rules setting and erasing
o NAT rules setting and erasing
o WiFi configuration, SSID and WEP
o DHCP configuration
o 3G interface configuration
Equipment firmware upgrading
3.7. Connectivity
3.7.1. ADSL Interface
Id # Requirement Comment
The equipment should be interoperable with the following network
infrastructures used by Telefonica: ADSL , ADSL2 and ADSL2+.
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3.7.2. ADSL Interface IP Encapsulation
Id # Requirement Comment
The router should support the following IP encapsulation in its ADSL
interface:
o RFC 2516: dynamic IP address (PPPoE). The offer must include
the PPP client needed
o RFC 1483r: for static IP address
o PPPoA
o IPoEoA for Local-loop unbundling (LLU)
3.7.3. Radio electric interface
Id # Requirement Comment
The router should support the wireless standard 802.11 n
2.4GHz (2x2) in the last available version (minimum draft 2.0)certified by the WiFi Alliance, supporting wireless standards802.11i and 802.11.e, and will have authentications methodsbased on IEEE 802.1x/EAP and encryption WPA2.
The hardware should include the capability of migrate 802.11n
Draft 2.0 (minimum requirement) to the future 802.11n standardbase only on a firmware upgrade.
The router will be compatible with other equipments supporting
the wireless standard 802.11 b and g
WPS feature as user-friendly method to establish the WiFi
configuration shall be provided in PBC (Push ButtonConfiguration) mode.
The equipment must have an SSID pre-configured and analphanumeric WPA encryption key. This key has to be uniquefor each equipment unit.
3.7.4. Wireless security
Id # Requirement Comment
The router will be provided with a Wi-Fi Protected Setup feature that
makes setting up a secure network quick and easy.
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3.7.5. UpnP IGD
Id # Requirement Comment
The router must support UPnP IGD (Internet Gateway Device) protocol
for identify and discover the IP devices in the home network..
3.7.6. 3G Back up connectivity
Id # Requirement Comment
The Concerning 3G backup the ADSL router should support Automatic
configuration of the device just after plugging the 3G dongle. There
must not be necessary to configure any parameters to use the USB
3G/HSDPA device but the SIMs PIM.
Failover support set by default with the following functionality:
When the ADSL line is not available (or there is no internet
connectivity through it) and after a traffic demand, a 3G connectionmust be established automatically.
As soon the ADSL interface is restored and internet connectivity is
available through it, the ADSL interface should be the defaultinterface for the internet traffic. Then the 3G interface should beswitched off automatically.
The 3G interface should be disconnected in case of inactivity timeout.
Telefonica could configure remotely the idle time required to produce
such disconnection.
The ADSL router with 3G backup must allow the network to establish
geographic boundaries (per cell) for 3G connectivity. Outside the
allocated cells, 3G connectivity may be rejected or low quality.
The equipment should support all the 3G USB devices that will be
agreed with Telefnica
(http://mobilemanager.movilforum.com/index.php/Home).
The equipment should support the ability to add more 3G USB device
drivers through firmware update
3.7.7. Supported services
Id # Requirement Comment
The device should implement the technical functionality needed to
provide already existing Telefonica services:
Voice PSTN,
IPTV
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Id # Requirement Comment
Broadband
Videomonitoring
Video phone call
Traffic Prioritization per port: the right to set the priority for each port, so
that the devices connected to gateway can have the different priority.
TR-NETRQ-OTHER-023. This will be included in the technical
specification.
3.8. Hardware
Id # Requirement Comment
The equipment will have to accomplish with the technical regulation that
Telefonica considers necessary to keep it in good working order according
the final set of services offered by Telefonica and accomplishing the
current regulation for the certification. Additionally, the equipment should
be certified by the country regulatory agency.
The router must include the following ports and connectors:
Input line port (WAN) to access the ADSL/ADSL2+ broadband access
with a RJ11 connector and connected to the client splitter.
Switch 4 LAN Ports: Ethernet 10/100BaseT supporting auto cross-over
MDI/MDI-X cable detection
One master USB 2.0 port with the needed drivers to support a dongle
for 3G mobile connectivity.
The router must contain an independent physical button to
enable/disable the wireless (WiFi) interface. The same button will beused to activate the simplified configuration WPS method.
The router must contain a microbutton to restore the factory or default
configuration (reset function)
In relation with the casing:
The router should be provided with nonslip supports on its base.
The router should contain a wireless antenna for the WiFi interface (an
internal antenna will be preferred).
The router should include LEDs to inform the router status (See 0). The
light intensity of the LEDs associated to the router operation must be not
so high that can disturb the users, but it must ensure indicative
functionality.
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Id # Requirement Comment
LED Colour Mode Status
Power Green Off Router powered off
On Router powered on
Wifi Green On Wi-Fi connection is available
Off
Blinking green
Wi-Fi connection is not available
Negotiation or traffic on line
3G Red/Green Blinking green Negotiation or traffic on line
Solid green Up
Quick blinking
green
Tx/Rx traffic on line
Solid red Authentication failed
Off Traffic through broadband interface
Broadband Red/Green Blinking green PPP/DHCP negotiation
Solid green PPP/DHCP up
Quick blinking
green
Tx/Rx traffic on line
Solid red Authentication failed
DSL Green Off Router powered off
Blinking 2Hz No line detected
Blinking 4Hz Line training
Solid Line up
Table 2 . LEDs description
A 2 Hz blinking Green-Red round should inform the firmware updating and
flash memorywriting
3.9. Standard Packaging
3.9.1. Standard Packaging
Id # Requirement Comment
In general terms, the router kit will be composed by, but every country
could specify it own needs:
Equipment, Basic Home Station with our design
Power supply: with indicative voltage and name of the router.
1 Grey ADSL Cable (1.5m-1.8m).
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Id # Requirement Comment
1 Yellow Ethernet Cable (1.5m-1.8m)
Labels :(supply chain , activation and box labels).
1 filter
Installation guide following Telefonica s corporate identity. The
manual must clearly reflect the different 3G USB compatible withthe routers and inform advance user factory password (typically1234). The guide must be printed.
Guarantee card
Four-color Sleeve (packaging with Telefonica corporate identity and
complying Telefonica normative)
Box
Quotation Optional elements
Quotation for a CD (configuration process, drivers and information)
Quotation for extra filters (2nd & 3rd)Please find the standard kit
configuration in price book
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4. Technical Requirements
Please find below all the technical requirements in the excel file.It is required to the vendor to answer in the column F of this file with the level of
compliance of the vendor.
Please remember that the Column Details and Comments shall be in column D for
Spanish, column E for English.
Technical_Requireme
nts
Technical
Requirements
For the power supply unit, the mentioned specification ERQ.c1.0001 2nd edition /
Nov 2010 for Universal Power Supply mentioned on requirement TR-GENRQQ-
POWSU-012 of the Technical Requirements can be find below:
Universal PowerSupply
Also, regarding the dimensions of the PSU, to clarify what is specified on the above
specification, following the picture showing how to use the dimensions specified:
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Id# Requirement CommentPlease provide information about the mark and model of
the chipset and also the memory of the device you have
included in the technical requirements answer.
Omission of this information will result in a non-compliant
evaluation of that question.
Please provide a block diagram of the box
offered with at least this information (in case
of some of them be embedded on the Main
Chipset, please inform), including type of
connection between modules
Main Chipset Chipset Vendor and Model
WiFi 2,4GHz Chipset Chipset Vendor and
Model
LAN Ethernet Interfaces Chipset Chipset
Vendor and Model
ADSL Interface Chipset Vendor and Model
Antennas quantity and position (internal or
external)
USB Ports quantity supported and offered
4.1. Quality Assurance
Id# Requirement CommentThe supplier must be able to demonstrate compliance to
all relevant ISO9000 standards.
Provide evidence of relevant certification held.The supplier shall take all necessary and reasonable steps
to address weaknesses exposed by the QA audits.The supplier shall maintain their own quality improvement
plan and quality audits in order to drive demonstrable
improvement in the quality of the service and solution.
These shall be regularly shared with TELEFONICA andopen to review at TELEFONICA request.
4.2. Initial Training
Id # Requirement Comment
The Vendor shall provide suitable training for
TELEFONICA staff prior to commencement of its testing
phase. A draft syl labus shall be delivered to
TELEFONICA one week before the start of training.
Such training shall be sufficient to ensure that
TELEFONICA staff are able to:Understand the hardware and software implementation
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Id # Requirement Comment
(build).
Have an understanding of the function of the hardware
and software components.
Perform the tests on the hardware and software.
5. Testing & Acceptance (Certification and Field Trial)
The following requirements relate to initial solution acceptance. For all of the
requirements you must reference the technical environment that will be used to
manage the particular phase of testing.
Id # Requirement CommentThe supplier will have one month after being selected to develop the
device and send to Telefonica for certification tests. Should any
failure been detected during the tests, the provider shall correct
them. In case the provider is not able to correct this fails after a
second trial, the vendor will be discarded.For the local certification process, all Telefonica OBs will be selected
to perform laboratory tests.The field trial will start three months after the awarding and estimated
duration will take one month.
All awarded vendors will be required to pass through
certification processes in local certification laboratories.
Failure in this process in one of the OBs might lead to
disqualification of the vendor for all OBs.
The vendor must pass through the local certification
process carried by the Countries, by the TR069
certification process which will be carried by Motive
Laboratory (for LATAM), by Ericsson or Alter or
AT4Wireless or Centum or dBm or Tecnalia Laboratory
(for Spain) and Ericsson (for Chile)., and must pass
through third part certification lab (for Spain and Brazil).
Regarding the local certification:
The estimated cost of those homologations
(TR069 and third part lab) is 90k (Motive -
20k, Ericsson for Chile - 20k, Indra for Spain . -
20k, third part labs for Spain - 30k) plus a thirdpart lab for Brazil costing R$40k.
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Id # Requirement Comment
It is required that the vendor delivers the BHS
homologated with the features required on the
RFQ (homologation of the first version of the
firmware and hardware of the BHS ready for
deployment)
In case that are detected bugs on the BHS during
the deployment, it is required for the vendor to
resolve those bugs and provide the new
certification for the BHS (if needed), in order to
assure that the BHS delivered is fully
homologated
The local homologation process will evaluate the
hardware (components, physical layer characteristics,
accessories, etc) and the software (user interface,
remote management, service implementation,
functionality, bugs, etc). The Motive, Ericsson and Indra
lab homologation will verify the TR069 compliance for
implementation on Telefonica network of the BHS, and
for Spain and Brazil implementation third part labs will
evaluate hardware and software characteristics as well
(other countries will perform hardware and software
homologation on Telefonicas environment at each
country).
The vendor will be considered enabled to provide to
Telefonica, after its successfully passed through all
certification process.
Also, is required that the vendor fully commit and pass
through the regulatory certifications that are required on
the countries that the BHS will be delivered.
6. In Life ManagementTelefonica require that an appropriate End to End service based on the following
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principles be delivered to for the Basic Home Station.
Principles
Clear identification of the BASIC HOME STATION elements.
Clear roles and responsibilities for the delivery of BASIC HOME STATION.
Clear documentation of all relevant BASIC HOME STATION elements.
Aims
Deliver the Basic Home Station with a clear ITIL-based service management methodology.
Eliminate grey areas of responsibility between TELEFONICA and the Supplier.
Construct a BASIC HOME STATION Schedule that can be updated as the BASIC HOME
STATION evolves.
6.1. General Supplier Management
Id # Requirement CommentThe supplier shall ensure that the following key roles are
available and staffed with unconditional continuity:
Account manager.
Technical responsible.
Test Manager.
The above roles shall be defined as Key Personnel for
the purposes of the Agreement.
6.2. In Life Change Management
The supplier must use a defined change methodology which should include or
deliver:
High levels of right first time delivery based on agreed requirements using an agreed,
contractual SLA remedies for not achieving this will be specified within this RFQ.
Exceptional time to market for regular changes.
Clear documentation of all end to end new services and their implementation.
Extension of technical design to deliver the end to end service even if this means raising
dependencies on TELEFONICA or additional 3rd parties and validating their elements of the
end to end design.
Clear visibility of future change roadmap and timescales.
Availabil ity of business and technical change consultancy to look at viability of possible future
changes.
Prioritisation and delivery options for future changes.
Exploitation of current solutions to complement operational strategies and objectives.
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Id # Requirement Comment
The supplier must hold a clear set of architectural
principles for future change to be evaluated against.
These principles must be declared as part of the
contract and it is expected that they align to the key
objectives set out in this RFQ (quicker time to market,
lower cost, higher quality).
The principles must be agreed with TELEFONICA and
regularly reviewed.Describe how you would ensure that your change
capacity can scale to meet TELEFONICA s demands.
What constraints, if any, would you impose on
TELEFONICA ?The supplier shall provide in life consultancy services to
TELEFONICA for future changes as part of the contract.
What key skills would you bring and how would you
apply them?The supplier should fully test in life changes before
handover to TELEFONICA for user and acceptance
testing.
The supplier should assume to adhere to the standard
test methods proposed in the delivery section of this
RFQ.The supplier shall state if any testing
will be automated.
6.3. Service Delivery
Id # Requirement Comment
The supplier must inform their productivity capacity.
The supplier will guarantee a time frame of 3 months
maximum between the purchase order and the delivery
of the devices.
6.4. Service Governance
Id # Requirement Comment
Global Account Manager
Telefonica wants to have a Global Relationship with the
Supplier, where the strategic lines will be defined. These
strategic lines will be implemented locally at Telefonica
OBs.
The Supplier shall provide a Global Account Manager as
prime interface between Telefonica and the Supplier for
all commercial aspects worldwide related.Telefonica wants to have a Global Relationship with the
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Id # Requirement Comment
Supplier, where the strategic lines will be defined
The Supplier shall provide a Global Account Manager as
prime interface between Telefonica and the Supplier for
all commercial aspects worldwide related.
The Global Account Manager will be responsible for the
following activities:
Manage and supervise the commercial
relationship with Telefonica.
Able to negotiate prices and commercial
conditions valid for all Telefonica OB countries
where the Service is deployed.
Act as an escalation point in relation to anycommercial issues that require management
intervention or attention.
Attend the Account Review meetings for
analyse and improve the relationship to
Telefonica.
Provide all the relevant reports including the
actions that the supplier carries out, when the
supplier commits planning delays or the
services fail.
Please provide the name of the Global Account
Manager.
Technical and Service Delivery Manager/Relationship
manager
The Supplier shall provide a Service Delivery Manager
as the prime interface between the Supplier and
TELEFONICA, who shall act as a single point of contact
where reasonably practicable, with overall responsibility
for all TECHNICAL aspects worldwide.
The Supplier shall provide a Service Delivery Manager
as the prime interface between the Supplier who shall
act as a single point of contact where reasonably
practicable, with overall responsibility for all TECHNICAL
aspects all over China.
The Technical and Service Delivery Manager will be
responsible for the following activities:
Manage and supervise the BASIC HOME STATIONdevelopments to TELEFONICA .
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Id # Requirement Comment
Ensure incidents and problems are managed and
resolved
Act as an escalation point in relation to any issues
which require management intervention or attention
Agree and manage changes and amendments to the
BASIC HOME STATION features in accordance with the
change procedure in collaboration with TELEFONICA .
Review the performance of the BASIC HOME
STATION with TELEFONICA using agreed review and
reporting toolsets.
Ensure documentation is kept current and
disseminated accordingly to the relevant Persons
Please provide the name of the Service Delivery
Manager/Relationship Manager for Telefonica
Account Reviews
Req 51 The Supplier shall attend regular account reviews with
TELEFONICA .
Account reviews will review the overall effectiveness of
the service, service governance and the
TELEFONICA /Supplier relationship. They shall also
review the medium and long term roadmaps for the
services and the relationship.
These shall be convened as required by TELEFONICA ,
generally 1 monthly.
The account reviews will be jointly Supplier and
Telefonica and the goal will be:
General review
On going actions
Corrective actions
State of all territories deployments
Telefonica will coordinate the meetings.
EscalationThe Supplier shall provide escalation routes for
operational and for commercial issues for Telefonica .Service Improvement Programme
The Supplier shall operate an BASIC HOME STATION
improvement programme.Following the first Account review the Supplier shall
produce a BASIC HOME STATION improvement plan
which shall be an evolving document through the life of
the agreement and will capture input from account
reviews, satisfaction surveys and problem management.
The plan will be reviewed by TELEFONICA during the
regular Account Review. The aim of this plan will be to
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Id # Requirement Comment
improve quality of productManagement
The supplier shall clearly identify all key personnel
working on the project, their role, competencies, past
experience and contact details. This information is
required for the RFQ response.The supplier must have a clear escalation procedure in
order that TELEFONICA can manage any impacts to
time, costs and quality during the project.The supplier shall identify a clear change management
procedure to manage any changes to the scope of the
project.The supplier shall be responsible for ensuring that all
end user requirements are reasonably understood and
any compromises or gaps from the current solution are
clearly identified, described and agreed with
TELEFONICA
6.5. Operational Reporting Requirements
Id # Requirement Comment
Req 59 The Supplier shall provide ways of recovering damaged
devices. This could be done by a local partner or local
infrastructure from the Supplier.
If Telefonica request to do it by ourselves, supplier
should transfer the related knowledge and skills to
Telefonica
6.6. Incident Management
Id # Requirement Comment
Req 60Supplier will provide the capability for TELEFONICA to
log incidents and view / request progress updates via
TELEFONICA s fault management system.
Req 61 Q: Describe the methods that will be made available by
Supplier for TELEFONICA to raise support calls and
view / request progress updates.
We suggest via web site, green telephone number and
e-mailReq 62
All incidents reported by TELEFONICA shall be logged
by Supplier in an incident management system. Each
incident will be assigned a unique reference number by
TELEFONICA which will be kept as part of the case title
when logged by Supplier to make cross referencing
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Id # Requirement Comment
between Supplier and TELEFONICA easier. This
reference shall be quoted in all correspondence between
TELEFONICA and Supplier. Supplier shall provide
TELEFONICA with its reference number so that
TELEFONICA can record that on the TELEFONICA
recordsReq 63
Q: State what hours the support service available and
the hours for logging incidents and gaining updates.Req 64
Supplier shall ensure that incidents and events logged
through any one of its support centres can be accessed
and updated by any agent in any support centre as
required to provide the required support cover to
TELEFONICAReq 65
Q: State what provisions are made for handling high
priority incidents outside these hours?
Req 66Q: Provide an overview of the call logging and
management process that shall be deployed to provide
this service and details of the information that will be
requested from TELEFONICA upon logging a call.Req 67Call priorities shall be assigned by TELEFONICA at time
of logging. In the event of a dispute over priority,
TELEFONICA s assignment will be accepted until
agreement is reached.
See TELEFONICA s incident priority guidelines are
stated below Incident Priority Guideline Definition
Table.
Req 68Supplier shall operate to the incident response and
restoration targets defined in the table at the end of this
section Incident Response and Restoration Targets.Req 69
For the purposes of measuring the service levels from
Supplier, the incident clock shall start when the incident
is reported to Supplier by TELEFONICA .Req 70
The incident clock is stopped when an acceptable
resolution has been provided to TELEFONICA . If a
resolution transpires to be not reasonably acceptable to
TELEFONICA then upon being informed by
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TELEFONICA Supplier will re-start the clock from the
previous time when it was stopped (note, not re-start the
clock)
Req 71 Incidents are only closed once confirmation has been
given by TELEFONICA that the solution has resolved
the initial incident.Req 72
Where Supplier needs further information or actions from
TELEFONICA then Supplier may stop the incident clock
from the point that the request has been made to
TELEFONICA to the point that a response has been
received.Req 73
Provide an overview of your major incident process.
Incident Priority Guideline Definition Table.
Priority Impact Business Impact
1 All Major incidents. That kind of incidents not allowing to properly
operate the BASIC HOME STATION2 All Medium incidents. Incidents disturbing the suitable operation or
working of the BASIC HOME STATION3 All Minor incidents. Incidents with low impact in the suitable operation
or working of the BASIC HOME STATION, and improvements in
operation and working
Incident Response and Restoration Targets.
Priority Response Time Restoration Support Hours
Priority 1 24 hours 72 hours Standard Support Hours*
Priority 2 48 hours 5 working days Standard Support Hours*
Priority 3 72 hours 10 working days Standard Support Hours*
* Standard support hours are 08:00-20:00 Monday to Friday excluding bank holidays
6.7. Problem Management
Id # Requirement Comment
Req 74 Supplier shall operate a problem management process,
where problems are the underlying causes of single or
multiple incidents. Problems may also be identified as
underlying causes of possible future incidents.Req 75 Q: Describe your approach to problem management.
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Req 76 Where a permanent fix is required to an incident that has
been closed because an acceptable temporary fix or
workaround has been provided then, a problem is raised
to manage the delivery and deployment of thepermanent fix.
Req 77 Problems are raised for all P1s.Supplier shall provide
root cause reporting for any P1 incident that has been
diagnosed as being the responsibility of Supplier to
resolve. These shall be provided within 3 working days
of the fault occurring and shall be forwarded to the
contact point defined in the operational procedures. The
format and content of the report shall be as agreed in
the operational procedures and shall as a minimum
contain:
Incident Ticket number.
Severity Level of the incident.
Service that is affected (e.g. the portion of the
software affected and the potential impact on End
Users);
Cause of the incident (if known);
Corrective procedure undertaken.
Any follow up actions to ensure the incident will not
happen again.
6.8. Release Management
Id # Requirement Comment
Req 78Q: Describe your approach to release management.
Req 79Any maintenance releases will have no adverse impact
on existing system functionality or operability.
Req 80
At t ime of release the Supplier shall outline the steps by
which subsequent changes required to the live solution
shall be moved from a development environment to a
reference environment and f inally into a l ive
environment. In addition, the supplier shall provide
documented evidence of the testing that took place,
along with the pass/fail information, and a proven.
Tested rollback procedure in the event of unsuccessful
deployment.Req 81Supplier shall indicate if future deployments can be
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carried out automatically.
Req 82Supplier shall supply TELEFONICA with Releases in
machine-readable form together with related
amendments to the Documentation when and if made
generally available. With each Release the Supplier will
provide the release notes that would allow an
appropriately trained TELEFONICA technical resource to
understand the nature of the Release and technical
implications when appropriate. These Release notes
must include the software version, with all the
functionalities that have been added, removed or
modified.
Req 83Once under a maintenance agreement, Supplier shall
highlight where upgrades to new s/w versions have
dependencies on other areas of software or hardware
(e.g. changes to required o/s or hardware
specifications).
Req 84Q: Identify the types of releases which are included in
the maintenance service and any which may be subject
to additional charges.
Req 85Q: Provide details of your routine maintenance release
timetable.
Req 86Q: Provide an overview of your approach to testing and
release management for maintenance releases and
fixes.
Req 87When upgrades are provided to TELEFONICA , Supplier
shall verify the revised software stack to their greatest
extent, so that TELEFONICA only need to conduct that
testing that is directly relevant to the TELEFONICA
environment.
6.9. Availability Management
Id # Requirement Comment
Req 88Supplier is responsible for management of the
availability of the products and services provided to
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Id # Requirement Comment
TELEFONICA .
The Supplier products shall be available 24x7x365.
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6.10. Support and Maintenance
Id # Requirement Comment
Req 89 Q: The Supplier should provide an outline description of
their support & maintenance service.Local Support
The supplier should provide local support on the
geographical locations from which TELEFONICA will
execute the Technical Qualification.
The supplier must provide local support in the
geographical locations where TELEFONICA will deploy
their BASIC HOME STATIONs.
For Telefnica Espaa the support location for
technology validation and certification will be Madrid.
For Telefonica the support area for commercial
operation will be all the Telefonica Group territories.
For Telefonica LATAM the support location for
technology validation and certification and the support
area for commercial operation will be in all countries
where Telefonica provides Fix Broadband service,
currently Brazil, Argentina ,Chile; Colombia, Per
For Telefnica O2 the support location for technology
validation and certification will be in London for UK and
and Prague for Czech Republic..
Req 90 It is required that the supplier provides local professional
services on the geographical location from which
Telefonica will execute the Technical Homologation.
This local professional service shall be provided by the
presence of a technician from the supplier placed at the
same site from Telefonica testing/homologation team, in
order to help to identify and resolve problems during the
homologation for a quick response time and
effectiveness of solutions. This technician will be
responsible for:
Identify and map problems that appears during
homologation tests those activities will be done
together with Telefonica team
Propose solution to the identified problems and try
to solve the problems on site
Interface with development team from supplier in
order to provide de most detailed problem report
as possible and to get the feedback and implementthe fixes proposed by this team
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Id # Requirement Comment
The local professional service is required for the local
homologation tests of the BHS and for homologation of
new Software releases.
For the first homologation of the BHS box, it is
required that the technician be present during all
the homologation phase since the day 1 of the
tests to the last day of the homologation unless the
OB indicates a shorter period
For new software (firmware) releases, it will be
required the presence of the technician if during
the tests are detected complex resolution
problems or if detected that the remote resolution
is not been provided with adequate time and
qualityo This diagnostic of local professional service
during the validation of new software releases
should be agreed between both parts
o After agreement, the technician should be
present on Telefonica facilities no later than 5
working days from the agreement to the arrival
and should be present for the remaining time of
local homologation
Req 91 The LEVEL 1 technical support team must use the
country native language where Telefnica will execute
the Technical Qualification.
Portuguese for Telefonica Brazil, Spanish for other
LATAM countries and English for European countries.
The LEVEL 2 and 3 technical support could be done in
English or Spanish for Telefonica OBs.
Req 92Telefnica require the next support dedication:
Technical Qualification Phase: equivalent
dedication of 5x8 resources (5 days a week x 8
hours a day).
Commercial Phase: equivalent dedication of
5x4 resources (5 days a week x 4 hours a day)Req 93
The supplier could handle the inbound call through the
next methods:
Call centre. Toll-free number to send incidents
and support request.
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Id # Requirement Comment
Web site design to send incidents and support
request.
Email. Mailbox to send incidents and support
request.Application Support
Req 94 The Supplier shall provide support for all solution
components.Software Management
Req 95 Q: The supplier should provide an outline description of
their software maintenance service.
Telefnica s preference is for the supplier to provide
support whenever a software upgrade was required.Req 96 Supplier shall provide the upgrades required to the
Software, including: firmware and SDKs, required to
maintain the system at a level necessary at no further
charge to Telefnica :
protect the service from security breaches or
to ensure that the system operates to the agreed
specifications, or
to operate the system at a build level supported by
the Suppliers of the hardware and operating
software.Training
Req 97 Supplier shall provide training to Telefnicacertification/trial staff in relation to product behaviour and
special features.Req 98 The Supplier shall provide training at suitable locations
agreed by Telefnica .Req 99 Q: Explain your approach to providing this training
Warranty and After-Sales Service
Req 100 The Supplier must ensure the quality and smooth
operation of the equipment for a period of 2 (Two) year,
providing the substitution of the fault equipments without
any cost to TelefnicaReq 101 Telefonica: The Supplier must provide warranty and
after-sales service in the terms described in Schedule
2.1
General
Req 102 Q: Provide details of any dependency on third parties for
the provision of software maintenance services (e.g. key
subcontracts).
6.11. Service Level Agreement
Id # Requirement Comment
Req 103 Supplier shall operate to agreed service levels. Supplier
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Id # Requirement Comment
shall be accountable for delivery of the agreed service
levels.Req 104 If the device doesnt