open competitive bid (ocb) proprietary & confidential

Selection of Service Provider for Facility Management & Annual Maintenance Services (FM&AMS) of Computer Hardware at HMWSSB, Hyderabad, GoTS

Open Competitive Bid (OCB)

For

Selection of Service Provider for Facility Management & Annual Maintenance Services (FM&AMS) of Computer Hardware at

Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB) Khairatabad, Hyderabad, GoTS

Tender Reference No: TSTS/IIP/167/HMWSSB-FM&AMC/2019 Aug, 2019

Proprietary & Confidential

Telangana State Technology Services Limited (TSTSL), HACA Bhavan, 2nd Floor, Opp. Assembly, Nampally, Hyderabad, Telangana, 500004

Telephones: 91 (40) 23220305, (40) 23223753 Fax: 91 (40) 23227458


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Proprietary & Confidential

No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of TSTS except to the extent required for submitting bid and no more.


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Table of Contents

1.0. The solution, service or material required: .............................................................. 5

2.0. Introduction: ............................................................................................................... 5

3.0. Scope of the Work: .................................................................................................... 6

4.0 Access to the Equipment and Information: ............................................................... 28

5.0. Contract Period: ....................................................................................................... 28

6.0 Payment Terms ......................................................................................................... 29

7.0. Pre-Qualifications of the Tenders: ............................................................................ 29

8.0. Statement of important limits/ values related to bid .................................................. 35

9.0 Implementation Plan: ................................................................................................ 38

9.4 Replacement of outdated equipment ........................................................................ 42

10.0. Bidding Procedure: ................................................................................................ 43

11.0. General Instructions to Bidders .............................................................................. 45

12.0. Standard Procedure for Opening and Evaluation of Bids ....................................... 50

13.0. General Conditions of Proposed Contract (GCC) .................................................. 54

14.0. Special Conditions of Proposed Contract (SCC) .................................................... 64


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News Paper Advertisement

TSTS

Tender call for “Selection of Service Provider for Facility Management and Annual

Maintenance Services (FM&AMS) of Computer Hardware at Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB)

Khairatabad”, Hyderabad, GoTS

Time schedule of various tender related events:

Bid Calling Date 31.08.2019 Last Date/ Time for submission of Pre-Bid Queries

05.09.2019 at 05:00 PM

Pre-Bid Conference (Date & Time) 06.09.2019 at 12:30 PM at O/o. TSTS, 2nd Floor, HACA Bhavan, Nampally, Hyderabad

Bid Submission Closing Date & Time 18.09.2019, 3:00 PM Bid Opening Date & Time 18.09.2019, 3:30 PM Bid Document Fee Rs. 25,000/- in favour of MD, TSTS TSTS Contact Person Manager (IIP&NW), TSTS

e-Mail Id’s [email protected] [email protected] [email protected]

Tender Reference No. TSTS/IIP/167/HMWSSB-FM&AMC/2019 For further details regarding detailed Tender Notification, specifications and digital certificate For further details regarding detailed Tender Notification and specifications please visit http://www.tsts.telangana.gov.in / www.tender.telangana.gov.in. Contact Phone Nos.: (40) 2322 4289, 23223865; Fax: 23227458.

Sd/-

Managing Director

T.S. Technology Services Ltd.


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Tender call for “Selection of Service Provider for Facility Management and Annual

Maintenance Services (FM&AMS) of Computer Hardware at Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB)

Khairatabad”, Hyderabad, GoTS

Time schedule of various tender related events:

Bid Calling Date 31.08.2019 Last Date/ Time for submission of Pre-Bid Queries

05.09.2019 at 05:00 PM

Pre-Bid Conference (Date & Time) 06.09.2019 at 12:30 PM at O/o. TSTS, 2nd Floor, HACA Bhavan, Nampally, Hyderabad

Bid Submission Closing Date & Time 18.09.2019, 3:00 PM Bid Opening Date & Time 18.09.2019, 3:30 PM Bid Document Fee Rs. 25,000/- in favour of MD, TSTS TSTS Contact Person Manager (IIP&NW), TSTS

e-Mail Id’s [email protected] [email protected] [email protected]

Tender Reference No. TSTS/IIP/167/HMWSSB-FM&AMC/2019 1.0. The solution, service or material required:

TSTS on behalf of HMWSSB, Hyderabad is inviting bid for selection of Service Provider for Facility Management by setting up Project Management Unit (PMU) & Contract of Annual Maintenance Services for the Computer Hardware & Networking Equipment located in their offices across the twin cities.

2.0. Introduction:

2.1. The Project Site:

Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB), Khairatabad, Hyderabad, GoTS is administrative unit for all offices of the Board. At present in HMWSSB, Hyderabad about 9+ Servers (HMWSSB Data Centre), 20+ VM (located in SDC), 10+ VM/ Standalone Servers (located in SCAN) along with DR setup, 48 Switches, 853+ Systems/ Desktops, 21 Laptops, 552 Printers, 56 Scanners, 33 Tabs and 41 UPS are available and the head office is connected on the network to other locations (120 various offices) upto ORR limits of GHMC. Being the apex site of administration, very high level of quality of service is the minimum requirement (Inventory with cost details and quantity is enclosed as Annexure-I). (The list of Desktops/ Systems, Printers and Scanners which are under warranty and requires co-ordination with vendors is enclosed as Annexure-II) 2.2. FM & AMS of Computer Hardware at HMWSSB, Hyderabad

There is a Data Center located at State Data Centre, Gachibowli, Hyderabad from where Khairatabad department office, the Network / Server management and monitoring is


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being done. The Hardware Computers, Servers, Printers, UPS are spread across the department offices upto ORR limits of Hyderabad.

The Servers are configured on Windows, DC, ADC,WEB servers, IIS 6.0, FTP, DNS, DHCP, Linux and SAN on virtual machine and also standalone Servers to provide the Network services like Internet, Intranet application of department, E-mail, and many web based and oracle database applications running. Some of the Servers are placed at Department Data Centre - DR site for the department situated at Secretariat (SCAN) for DB along with some applications in Stagging and test environment.

2.3. Need for Maintenance service and Facility management Services:

As HMWSSB office is a large network covering all its offices in twin cities upto ORR limits, enables access by the HMWSSB/ Offices irrespective of location, accessing the services like internet and intranet applications, e-mail and also accessing the departmental servers. It is essential that the services are provided continuously without any interruption or downtime. To maintain the servers, clients, printers, UPS systems and LAN components and ensuring continuous services running on them, it is proposed to outsource the maintenance of the hardware of HMWSSB (covering all the units) which covers Facility Management Services (FMS) and Maintenance Services (MS) respectively.

3.0. Scope of the Work: The scope of the work of the contract is as follows:

3.1. Facility Management Services (FMS)

3.2. Annual Maintenance Services (AMS)

3.1. Facility Management Services (FMS):

Management of HMWSSB Network for providing the Services to the users for availability of the Applications/ Services at their Desktop/ Laptops such as:

a) Internet and Intranet services

b) E-Mail

c) ERP, Billing & Collection, Filling Station Automation, Scada, Bills Monitoring System, Biometric, Website and other web applications hosted

d) Maintenance of Data bases like Oracle, SQL, PLSQL etc. for the above application with proper administration

e) Application Software/ Services added from time to time.

f) Configuration of NMS tools as per SLAs to monitor all the Servers and Network devices

g) Monitoring of Servers and Network devices using NMS tools and generating required performance reports

h) Provide helpdesk services to the users and ensure timely resolution of issues.

i) Co-ordination with Stakeholders (SDC/ SCAN team/ Application team/ Network Operators/ Department staff) and Vendors


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j) Maintenance of Server farm area (AC’s co-ordination with maintenance / power/ UPS/ LAN by the Vendor)

k) Maintenance of backups for all the applications of DB

l) Maintenance of Network LAN along with replacement if required

m) Maintenance and access management of Wifi devices

n) Preventive maintenance of all the equipment

o) Compliance with ISO:27001 Standard

p) Migration/ Upgradation of equipment from one location to other location with minimal downtime (Department Server located at HMWSSB Data Centre to be migrated to SDC as and when SDC provides the required Infra)

The Total manpower required in PMU are 22 members comprising of

o System Administrators - 1

o Database Administrator - 1

o Network & Security Specialist - 1

o FM Engineer (Printer Specialist) - 1

o FM Engineer (Electrical) - 1

o FM Engineers (Desktop & Support) - 14

o Helpdesk Support Team - 2

o Project Manager - 1 (Offsite)

The PMU will be situated at the department head office, Khairatabad, Hyderabad and required to travel/ visit to department unit offices upto ORR limits when ever required for trouble shooting & maintenance services.

The PMU will be under overall administrative control of General Manager (IT) of the department. The GM (IT) shall allocate the FM Engineers (Desktop & Network) (14) members each to the concerned Project Managers (DB Admin/ System Admin/ Network Admin etc).

The PMU will co-ordinate with Application Development Team.

SDC team has provided some Servers in VM and standalone with Database in Exadata instance, PMU team should co-ordinate with SDC team for hardware related/ network issues.

The PMU will be responsible for application/ OS/ Database/ Security and backup maintenance for both the Servers located in HMWSSB and also at SDC and SCAN related issues with their resolution and monitoring.

To maintain documentation of the work done, up-gradations undertaken, maintenance of logs, PM reports and submits regularly to the department.

The overall management & maintenance of HMWSSB Network includes administration of Servers, Switches, Desktops/ Systems/ PC’s, Laptops, Tabs, Printers, Scanners, Peripherals, Networking, UPS and the services running on them.


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3.1.1. General Scope:

a) Overall management of Servers, Switches, Clients, Peripherals, Network at HMWSSB.

b) Co-ordination with the suppliers/ OEMs for the equipments under warranty.

c) Checking & managing network status and taking remedial action in case of problems.

d) Co-ordination with SDC team for server (Hardware )/Network (Link at SDC) related issues

e) Coordinating with the SDC team/ SCAN team on OVF backup, VM creations, VM swapping, HA creations, updating patches to OS and antivirus tools and other application software’s.

f) Loading, reloading and backup services of applications, Installation & configuration of Administration of Windows, Linux, Domain Controller, Web server, DNS, DHCP, Terminal server, WSUS, File Server, Remote and routing access, Antivirus, DBMS, Tools and other software.

g) Monitoring & Management of the deployed Enterprise Wide Management System for efficient management of components and services.

h) Operational Support for all the applications running to the application team basically on System integration activities and also other applications which are to be added from time to time.

i) Coordination with NIC team for email/ e-Office and other NIC application hosted on their NIC servers.

j) Other important activities shall be: Daily maintenance of system configuration

Implementation of system security features

Overall security of the network

Day-to-day disk space management

Monitor and record system performance and take corrective actions to optimize the performance on a daily basis

Keep track of new viruses/ security aspects on a daily basis and remedial action there on

Escalation of problems to other vendors wherever required

System logs on daily basis for errors and to take corrective steps

k) Proper upkeep of storage media for taking backups

l) Loading, Reloading and Backup services of applications, Installation & configuration of Administration of Windows, Linux, Domain Controller, Webserver, ISA 2000, DNS, DHCP. FTP, Terminal Server, WSUS, File Server, Remote and routing access, Antivirus, DBMS, Tools and other Software.

m) Monitoring & Management of the deployed Enterprise Wide Management System for efficient management of components and services.

n) Operational Support for all the applications running and also which are to be added from time to time.

On daily basis, call report has to be sent to HMWSSB. The call report should consist of

o Server Uptime with check list


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o Network Uptime with check list

o Desktop calls status

o UPS status

o AC’s/ Server farm area ambience status

o Database status report

o Spare availability and replaced parts status

o) Server Management

Web Server (Windows/ Linux)

o Most of application are web based hosted in windows in .net / Java/ PHP

o Websites Hosted in DNS of Department i.e., hyderabadwater.gov.in

o IIS/ Tomcat version logs analysis ,reporting of performance to application team for improvement

o Web server configuration and tuning and monitoring

o Web server System Administration

o Restoration of Web Server

o Daily analysis of error and access logs

o Updating and modifications of data network web sites

o Works related to customer web hosting

o Updating the patches OS and Antivirus

DC/ ADC/ DNS Server

HMWSSB has domain controller primary located at SDC

ADC are located at SCAN and HMWSSB data Centre

Sync with DC ADC’s has to be verified regularly

Role creation and resting passwords for the users

User grouping

Privileges management

Removing of the old users /unused users

Log analysis and backup mechanism for user logs

Updating the windows patches

Application access through DC roles to be verified from time to time and also security aspects are to be verified before assigning the privileges

File Server

For sharing the information within the office group Updating the windows patches Disk space management Back up maintenance Providing access to designated users folder level file level access Updating the Antivirus and removing the redundant folders


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Antivirus HMWSSB servers located at SDC are running with antivirus licenses of

SDC /SCAN Operator should co-ordinate with the team of SDC/SCAN on patches

updated Clients and Servers located with HMWSSB are running with the

Antivirus of Department licenses On premises antivirus server to be monitored and co-orientated with the

department officials for virus identification and patches updated Daily virus monitoring reports and antivirus updated status client wise to

be submitted Necessary steps to be taken to remove infected system and backup of

the data and also update the with the latest patches With the support of FM personnel PMU team should updated antivirus

to be updated in all clients including servers and monitor regularly

Other Server administration activities

VM creation ,VM ware patches updates VM level security implementation VM templates restoration and backup restoration in coordination with

the SDC team Migrating data from stand alone server to VM VM level OS patches updates WSUS server setup for updates etc as per ISO 27001 standards and

best practices in the industry. Network Services

o Network devices configuration, management and tuning for optimum performance

o Network fault isolation o Monitoring of network performance and escalation of performance

deterioration to concerned authorities o Implementation/ modification of network routing policies, IP-addressing

policy o Real-time monitoring and deployment of network security measures 24*7

for 365 days o Maintenance of network configuration, routing, IP - addressing

documentation etc. o Bandwidth monitoring and trending for the network

Network Management System

o Maintenance and tuning of Network Management setup for HMWSSB o Fault isolation in all locations o Overall network management o Formulation and implementation of network management policies o Monitoring of system performance using NMS, generation of reports,

analysis of data o Enabling problem reporting through the web o At present department does not have complete NMS covering all the

equipment. Facilitator has to provide reports with available tools,


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whenever a comprehensive NMS is provided by the department , the facilitator has to implement the same

Desktop and Server Management option:

a. It consists of three main packages o Asset Management

o Software Delivery

o Remote control option

b. In HMWSSB nearly 853 Systems/ Desktops and 40+ Servers have been installed with this.

c. Centralized web based application that includes SLA tool, calls recording, calls monitoring, capturing all assets details like asset id, location etc., resource allocation for the complaints, token generation, token escalation repots, SMS alters of escalated token to the concerned officer including penalty calculations report is to be provided by the facilitator. (If the existing application of HMWSSB is to be used, necessary modification with the SLA are to be done by vendor or any new tool may be deployed for easy accessing and monitoring).

Network Diagram of HMWSSB:


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Network Connectivity of HMWSSB to SDC:

3.1.2 Network Administration:

Network Administration & Management consists of the following activities.

i. Administering User IDs.

ii. User level help in logging on to Network and other related activities including FTP.

iii. Managing Network IP’s list and Public IP allocation and port permission allocation.

iv. Helping Users to use common resources on Network etc.

v. Network analysis and performance tuning.

vi. Solar Wind NMS tools configuration, maintenance.


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vii. Fortinet Router cum fire Wall configuration, maintenance

viii. Creating, configuring and maintenance of VLAN, DMZ

ix. Monitoring and maintenance of ILL, MLLN lines

x. Coordinating with TSOC team and Security Auditing and applying the patches/ updating related security recommendation like blocking suspected ips and other security related aspects to safe guard HMWSSB network from attacks.

xi. Other Network related works

3.1.2. Network Security Specialist: Security specialist should monitor the security related issues on 24x7 basis for Firewall, VPN & VLANs.

3.1.2.1 Security Administration:

1. Implementation of the Security Policy

2. Revision of Security Policy

3. Administering User IDs accounts management - Roles - Audit logs

4. Monitoring the intrusions

5. Firewall configurations/ migration/ upgradation from one Firewall to other as when required

6. Monitoring the Port scanning activities

7. Audit log management

8. Conduct the internal Audits

9. Monitoring of OS and anti-virus updates

10. Shall carry out internal Vulnerability assessment on quartely basis and rectify any gaps in the security. a. Operator shall promptly act upon the security concerns raised by the

TSOC and provide closure of those issues in timely manner.

b. Should recommend application team and department officials on security concerns/recommendations.

c. Port based MAC binding should be enabled on all network devices.

d. Intelligent packet filtering, URL filtering, context based access control, blocking of malicious contents shall be configured to maximize security.

e. Wireless devices security: The wireless devices shall be encrypted for additional security using wireless encryption protocol like WEP, WPA1 or WPA2, AES etc.

f. Operator shall maintain Audit logs for all the devices and services as per their Audit log management policy approved by TSOC/Department.

Database Administrator Roles

1. Installing & Upgrading Oracle Server

2. Migrate across the OS platforms (Windows to Windows, Windows to AIX)

3. Managing Physical and Logical Structure of Database


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4. Implementing and enforcing Database Security, by implementing auditing on database

5. Plan and Implement Backup & Recovery Strategy

6. Develop & Schedule scripts to automate backups

7. Recovery of accidentally dropped tables. Reorganization of tables & indexes.

8. Managing table space issues like creating, adding space etc.

9. Managing Control files like tracing to physical locations and tracing backups to overcome time base recovery.

10. Monitoring CPU utilization with performance hitting process.

11. Generating stats pack report to monitor the performance, and takes the steps to improve the performance of the database.

12. Taking necessary steps to resolve the problems like busy buffer waits, scattered reads and sequential reads.

13. Check Alert Log file for any errors and take the steps to resolve them.

14. Monitoring events such as table space full and database up & down.

15. Rebuilding indexes to avoid fragmentations after continuous updating.

16. User maintenance like creating users, changing passwords, granting roles, privileges etc.

17. Providing user test database to application people to develop and test their applications by frequently refresh it with production database.

18. Monitoring the Month end activity (which is scheduled to execute at last night of every month) to complete successfully.

19. Gathering statistics at non working hours to improve the performance.

20. Scheduled scripts to get alerts on mobile like status of backup, any errors in alert log file.

21. Taking backup of cold backup, archives and control file on reboot (storage device).

22. Installing Oracle software and configuring network connectivity for the applications at application servers.

23. For new applications creating users and providing the required structure.

24. Checking the mount points at OS level to check space issues.

25. Data base AWR reports analysis

26. Database Tunning for best performance

27. Instance sync verification

28. DR sync verification

29. DR rebuilding and archiving restoration

30. Production DB restoration for test purpose

31. Month end back up for ERP application and other major application along with backup software one who maintain separate copy in department Drives /Tapes


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32. Compressing archive files before taking the backup to reduce the required space.

33. Mounting folders of Windows Server on Exadata box for uploading the revenue files in production database.

34. Scheduling and monitoring dsmc scheduler to move the backup every night.

35. SQL Server installation, maintenance and upgrading of patches, taking backups for the Data base from time to time to safeguard the data

36. Providing client environment for SQL data base for the developers ,mounting the data base in the specified server in the windows environment

37. Coordination with SDC DB team, backup team and application team for smooth accessing of application and data base to the users

38. Free space ,allocated space other disk requirement analysis

39. Table level monitoring and query optimization suggestion to the application team.

40. Other data base activities as per ISO standards and industry best practises.

3.1.3 System Support:

3.1.3.1 Support at the Data Center should be able to provide the following:

Coordinating with the Data Center (SDC & SCAN) supplier for the guaranteed service levels

High quality support, operation and monitoring of departments’ applications

Ensuring the Data and Application availability seven days a week twenty-four hours per day

Centralized network management and operations monitoring

Enforcement of Security with Multiple security levels

Backup and Archival Services

3.1.3.2. System Support at the remaining locations consists of the following:

a.) Taking Daily System Backups (protecting local media of the system)

b.) Installation and Reload Support on Desktop OS like Windows Vista/ Windows7/ Windows 8 etc.

c.) Installation & configuration of Administration of Windows, Linux, Domain Controller, Exchange server 2003, Webserver, ISA 2000, DNS, DHCP. FTP, Terminal Server, WSUS, File Server, Remote and routing access, Antivirus. Installation and Reload Support for Applications like MS Back Office, MS Exchange, Oracle etc. (Readily available Applications)

d.) Rectification of system software problems due to crashing or malfunctioning of the OS, RDBMS or front end.

e.) Installation and reload support for system software upgrades namely, OS, RDBMS, and front end as may be procured or supplied by HMWSSB during the period of the agreement.


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f.) Guarding the systems against virus infections using the latest anti-virus tools made available by HMWSSB. The facilitator will assist in selecting the latest anti-virus tools from time to time to guard the systems against the virus.

g.) Installation and reload support for application software.

h.) Data transfer from one machine to other.

j.) Data transfer among, HMWSSB Office and it’s offices in twin cities through MLLN/ VPN lines.

Helpdesk Services

The help desk service will serve as a single point of contact for all incidents and service requests at the HMWSSB. The service will provide a Single Point of Contact (SPOC) and also escalation/ closure of incidents for the user departments. The activities shall include:

a. Provide Help Desk facility for reporting user department incidents / issues / problems with the IT infrastructure.

b. Provide necessary channels for reporting issues to the help desk. The incident reporting channels could be the following:

E-Mail account

Telephone Line

c. Network operator shall provide a helpdesk contact number with EPBAX facility. The operations and maintenance of the same shall be taken up by the Network operator. Telephone bills for the helpdesk shall be paid by Department

d. Implement a call logging system in line with the severity levels as per the SLAs. The Help desk shall log user calls related to MS and assign an incident/call ID number. Severity shall be assigned to each call as per the SLAs.

e. Creation of knowledge base on frequently asked questions to assist user departments in resolving basic issues themselves

f. Track each incident to resolution

g. Provide feedback to users.

h. Creation of knowledge base on frequently asked questions to aid users.

i. Monitoring shall be done with the help of NMS monitoring tools and system logs/counters and therefore the reports and alerts can be auto-generated.

j. Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix agreed between the Service provider and the HMWSSB. The escalation matrix shall be developed by the Service Provider in discussion with the Department.

k. Coordinate with respective vendors for closure of calls.

l. Analyze the incident / call statistics and provide monthly reports including but not limited to:

Type of incidents / calls logged

Incidents / calls resolved

Incidents / calls open

m. It is operator’s responsibility to ensure issue resolution is provided within the


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timelines specified in the agreement. It is the Network operator’s responsibility to ensure issue resolution as per SLA within the timelines specified in the agreement.

n. The operator shall undertake various responsibilities of the problem management functions of the helpdesk, viz. Propose and adhere to an appropriate escalation matrix.

Assign severity level to each call, track each call to resolution.

Make sure that the resolution time requirements as per the definitions, is met with

Carry out root cause analysis of the problems and provide resolutions.

Escalate calls as required

Analyze the call statistics and submit reports to the Department/ TSTS.

o. The operator shall generate call reports using necessary tool. The reports should be generated and submitted at a monthly and quarterly basis to Dept.

p. The operator provider will implement a mechanism to ensure that all issues reported, complaints made and problems faced are identified by a unique ticket number within the timeline stipulated in the tender. All trouble tickets will be centrally noted, monitored and logged in the operator’s Helpdesk tool .

q. The operator provider will mark all trouble tickets as “closed” upon resolution of the issue reported. Monthly coordination meeting will be held to review the status of call closure and issues etc.

r. operator has to coordinate with the Bandwidth service provider for day-to-day maintenance and upkeep of the MLLN Links and maintain issue/call register for all complaints logged to BSNL/BSP and obtain monthly report from BSNL/BSP authorities on the complaints raised.

s. The SCAN operator has to provide the following reports on a monthly basis as part of their scope:

Server and Network device Uptime and Downtime Reports

Server and Network device Utilization Report

Scheduled Downtime Activities Report

Problem Management Reports

Performance Management Reports

t. Operator shall assign/ configure the severity levels in consultation with Department/ TSTS. Indicative severity levels are as follows:

3.1.4 Qualifications of the Facility Management Personnel:

a) The staff should have experience in Installation & configuration of Administration of Windows, Linux, Domain Controller, Exchange Server, Webserver IIS, DNS and DHCP. FTP, Terminal server, WSUS, File Server, Remote and routing access, various Antivirus/ anti malware/ endpoint security products. OS, Oracle, .net/ java installation of frame work, MS Office, Networking including Cisco/ Non-Cisco equipment. The bidder should submit a statement of the personnel whom he would be deploying for FMS clearly mentioning their qualification, designation and previous experience in similar fields. The certified Engineers from MICROSOFT (MCSE), Cisco (CCNA) and Oracle OEMs are preferred.


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b) 100% of the staff proposed for the tender must be on role staff of the bidder. Statutory obligations of proposed FM staff are responsibility of the facilitator.

c) The bidder has to indicate the proposed person’s name and designation in the bidder’s organization in Form-T2, alternatively the bidder has to give an undertaking indicating the number of FMS personnel that will be deployed with their qualification certifications and experience in Form-T2.

d) In case of undertaking, bidder has to further mention that the details like names and CV’s of the proposed FM personnel will be provided at the time of contract signing and will be subject to approval by the department.

e) All the personnel proposed by bidder for PMU will be interviewed by the committee comprising of Department & TSTS officials. Candidature of the candidate will be reviewed by the Committee and selection/ rejection will be done based on Committee’s decision.

Bidders submitting their bids which does not comply with these terms would be treated as non responsive at technical stage. 3.1.5 Minimum Qualifications & Experience Required:

3.1.5. a) Facility Management Services:

S. No

Position Educational Qualification

No. Resources

Certification Experience Experience

in Years

Facility Management Services

1 System Administrator

Any Engineering Graduate / MCA/ M.Tech

1 MCSE/ MCPIT Certification & knowledge on Virtualization with relevant certification.

Installation & configuration of Administration of Windows, Linux servers, Domain Controller setup and maintenance , Role management, Webserver (IIS/ Tomcat), DNS, DHCP. FTP, Terminal Server, WSUS, File Server, Remote and routing access, Antivirus server maintenance, VMware, MS Exchange, Virtualization.

6 Years + as System administrator only

2 Database Administrator

Any Engineering Graduate/ MCA/ M.Tech

1 Oracle OCP Installation & configuration of Admin. Oracle 10g/11g /12c above versions also basic knowledge other RDBMS data bases. Strong knowledge on RAC & Data guard , Performance tuning. DR building knowledge , Backup and Recovery

6 Years+ as a DBA


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skills with Data guard implementation, RMAN configuration & Setup Good knowledge of the physical database design and Partition Tables Work independently on P1 issues and prepare RCA documents, • Knowledge of Exadata .Should have good experience on Linux/ Unix OS and extensive knowledge on Shell scripting. Should have worked in 24x7 environment and on-call project requirements. • Design, architect, and build databases based application systems from business requirements. • Good knowledge of the physical database design and Partition Tables. Should have worked with HANG Analyzer, system state dump, SQL Tuning, AWR analysis, Trace file analysis etc.

3 Network & security Specialist

Any Engineering Graduate / MCA/ M.Tech

1 Cisco (CCNP ) or above or equivalent and Security Certifications OEM (HP/Fort iGATE/checkpoint ) Security Specialist certification

Installation & configuration of Configuration of Switch/ Router/ firewalls, Firewall Management, Intrusion Management, Antivirus & Patch Management, Security Management

6 + Years As network administrator

4 FM Engineer (Printer Specialist)

BCA/ BSc/ B.Com/ BA or Dip in ECE/ EE/ CS

1 Computer Basics & Network Basics

All type of Printers (Dot matrix, Laser and All-in-one) servicing, repair

3 years

5 FM Engineer (Electrical )

Graduate/ Diploma in Electrical Engg./ EEE/

1 Electrical Basics

All type of electrical devices like UPS, Batteries installation, servicing, repair, service

3 years


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ECE and repair pertains to wiring and electrical equipment like MCB, Mains, UPS.

6 FM Engineer (Desktop & network)

Graduate/ Diploma in Electrical Engg./ EEE/ ECE

14 Computer OS installation and network support

Supporting System Admin & Project Manager in Installation and configuration of Windows 8/10, Mac OS, MS Office, Outlook; Installation and Configuration of Printers & Scanners

2 +

7 Helpdesk Support team

Any Graduate /Diploma in IT/Computers/ Electronics/ Electrical/ Instrumentation with experience in Helpdesk Management and Support

2 Helpdesk Management, Service Level Monitoring, Reporting & Coordination

MS excel , reporting and basic computer fault identification through remote support

1-2 years

8 Project Manager

Any Engineering Graduate /MCA/ M.Tech

1 (off

site )

ITIL/ PMP Certification preferred

Project management, Escalation handling, Single point of contact. 10 years of experience in networking, IT Project management

10 +

3.1.6. Manpower Deployment Plan:

Time Resource Type - Individual General Shift 9:00 AM to 6:00 PM System Administrator (1)

Database Administrator (1)

Network & Security Specialist (1)

FM Engineer (Printer Specialist) (1)

FM Engineer (Electrical ) (1)

Helpdesk Support Team (2)

Project Manager (1 - Offsite)

General Shift 8:00 AM to 4:00 PM Evening Shift 2:00 PM to 10:00 PM

FM Engineer (Desktop & Network) (7)

FM Engineer (Desktop & Network) (7)


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In case emergency problem/ any activity specified by the HMWSSB officials in the site resources should be available on the odd hours also, no extra charges will be paid to the agency on this account.

a. The FM & MS shall also ensure that the minimum required manpower is available at all locations on a daily basis. The FM &MS operator has to keep additional manpower in buffer so that in case any employee is on leave then the buffer staff can be deputed during the leave period, with approval from dept.

b. The Service provider is required to make available Manpower deployment details to department

c. All the resources shall have minimum qualification, valid certifications and experience in the relevant core area as mentioned above. However the number of resources mentioned in the above table are indicative, the dept reserves the right to take the additional manpower as per the cost breakup operator in the financial bid for that particular resource/role during the entire contract period.

Please Note:

1. The requirements mentioned are indicative and the operator should deploy adequate resources to meet the SLA requirements.

2. All the resources listed in the above table must be on the payroll of the bidder.

3. Whenever there is a change of manpower, operator shall share the details of the existing and replacement resources with dept at least one month in advance. Not more than 20% of total manpower is allowed to be changed on yearly basis.

4. Change / replacement of manpower resource is allowed with the resource of equivalent or higher qualification and experience mentioned in RFP.

5. operator has to facilitate handholding / training for the resource for at least 10 days who is identified/proposed to join the team in case of change.

6. If more than 20% of total manpower is changed within a year, for every additional 10% change of manpower, 2% of charges will be deducted.

7. If any resource is non-compliant with the qualification criteria as mentioned above, the proportionate amount will be deducted from maintenance and attendance of the non-compliant resource shall not be considered while calculating the manpower SLA.

8. operator shall share the quarterly shift wise attendance reports to dept generated from the Biometric attendance system as and when required.

3.1.7. Upgradation of Technology:

The Facilitator should constantly keep inform the HMWSSB about the technological updates for improving the service performance. The patch management is responsibility of the facilitator.

3.2. Maintenance Services:

This category includes comprehensive maintenance for the equipment with or without parts warranty from the original supplier as the case may be. This category includes all equipments including backbone cabling and structured cabling, switches, modems,


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network, racks, Servers, Desktops, Printer, UPS and other Peripherals. The services consist of preventive and corrective maintenance and include carrying out the necessary repairs and fittings of replacement parts.

The Maintenance service can be divided into below categories.

1. Server Systems: Server, UPS for Server, Switches, Router, Hubs, Modem, LAN (Including structured cabling).

2. Desktops, Laptops, Printers, Tabs, UPS for desktops and peripherals.

3. Applications and databases of the department.

3.2.1 Runtime:

Servers System:

The run time for Servers and Server System is 24 hrs x 365 days.

Desktops and Peripherals:

The run time for the desktops will be from 8:00 AM to 10:00 PM on all working days and from 10:00 AM to 5:00 PM on all holidays.

3.2.2 Detailed Roles

The following roles are specified in general and facilitator should co-ordinate with Dept and necessary instructions regarding activities of personnel will be issued time to time as per policy decision of HMWSSB.

a) Database Administrator Roles

i. Installing & Upgrading Oracle Server

ii. Migrate across the OS platforms (Windows to Windows, Windows to AIX)

iii. Managing Physical and Logical Structure of Database

iv. Implementing and enforcing Database Security, by implementing auditing on database

v. Plan and Implement Backup & Recovery Strategy

vi. Develop & Schedule scripts to automate backups

vii. Recovery of accidentally dropped tables. Reorganization of tables & indexes

viii. Managing table space issues like creating, adding space etc.

ix. Managing Control files like tracing to physical locations and tracing backups to overcome time base recovery.

x. Monitoring CPU utilization with performance hitting process.

xi. Generating stats pack report to monitor the performance, and takes the steps to improve the performance of the database.

xii. Taking necessary steps to resolve the problems like busy buffer waits, scattered reads and sequential reads.

xiii. Check Alert Log file for any errors and take the steps to resolve them.

xiv. Monitoring events such as table space full and database up & down.

xv. Rebuilding indexes to avoid fragmentations after continuous updating.

xvi. User maintenance like creating users, changing passwords, granting roles, privileges etc.


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xvii. Providing user test database to application people to develop and test their applications by frequently refresh it with production database.

xviii. Monitoring the Month end activity (which is scheduled to execute at last night of every month) to complete successfully.

xix. Gathering statistics at non working hours to improve the performance.

xx. Scheduled scripts to get alerts on mobile like status of backup, any errors in alert log file.

xxi. Taking backup of cold backup, archives and control file on reboot (storage device).

xxii. Installing Oracle software and configuring network connectivity for the applications at application servers.

xxiii. For new applications creating users and providing the required structure.

xxiv. Checking the mount points at OS level to check space issues.

xxv. Compressing archive files before taking the backup to reduce the required space.

xxvi. Mounting folders of Windows Server on AIX box for uploading the revenue files in production database.

xxvii. Upgrade test server from Oracle 9i to Oracle 10g to test the applications on 10g before upgrading production database.

xxviii. Checking the background process creating by the application with LOCAL = No to avoid creation of defunct process at AIX box.

xxix. Scheduling and monitoring dsmc scheduler to move the backup every night.

XXX. SQL server installation, maintenance and upgrading of patches, taking backups for the Data base from time to time to safeguard the data.

Xxxi. Providing client environment for Sql data base for the developers, mounting the data base in the specified server in the windows environment.

b) Windows Activities

i. Installing and configuring Windows 2008 & Windows 2012 Servers Windows servers as per licenses provided by HMWSB.

ii. Installing & Configuring ADS, DNS & DHCP Servers.

iii. DC, ADC, DNS & DHCP servers rack IBM X-3650.

iv. Check both DC & ADC Servers’ status and event logs.

v. Installing and configuring the ISA.

vi. Publish the website public and local site.

vii. Check the proxy utilization.

viii. Installing & configuring the Antivirus Server and schedule daily updates for all clients and all servers.

ix. Schedule updates for Antivirus Server.

x. Check all SQL 2005 Servers services and schedule SQL backups.

xi. Schedule DC, ADC & DNS servers’ backup.

xii. Schedule file servers’ and application servers’ backup.

xiii. Daily check all the servers’ backup status.

xiv. Creating and resetting the user passwords.

xv. Applying new group policies for clients.

xvi. Configuring remote and routing access application servers.


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xvii. Installing and configuring IIS for .net applications tomcat for java applications.

xvii. Installing and configuring terminal servers for remote clients.

xix. Installing and configuring ex server for accounts.

xx. Creating ex username, password and assigning permissions as per user requirement.

xxi. Monitor the network traffic on router.

d) Network Management

Network administration includes installing, configuring and supporting HMWSSB Local Area Network (LAN), Wide Area Network (WAN) and Internet System or a segment of a network system. Network Engineer maintains the network hardware and software that comprises the network. This includes the deployment, configuration, maintenance and monitoring of active network gear: switches, routers, firewalls etc. Network Administration includes activities such as Network Address Management, assignment of routing protocols and routing table configuration as well as configuration of authentication and authorization - directory services. It includes maintenance of network facilities in individual machines such as drivers and settings of personal computers as well as printers. They also supervise other network support and client server specialists. Plan, co-ordinate and implement network security measures.

i. Confer with network users about how to solve existing system problems.

ii. Design, configure and test computer hardware, networking software and OS software.

iii. Taking network configuration backup and logs of network in core switch and fire wall

iv. Network maintenance in department location along with ISP coordination for SLA

v. Switch ,router and firewall configuration

vi. Implementation SDWAN and other new network concepts as per department request

vii. Diagnose hardware and software problems and replace defective components.

viii. Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations.

ix. Monitor network performance in order to determine whether adjustments need to be made and to determine where changes need to be made in the future.

x. Operate master consoles in order to monitor the performance of computer systems and networks and to co-ordinate computer network access and use

xi. Recommend changes to improve systems and network configurations and determine hardware and software requirements related to such changes.

xii. To Train the people in usage of computer systems.

xiii. Perform routine network startup & shutdown procedures and maintain control records.

xiv. Plan, co-ordinate and implement network security measures in order to protect data, software and hardware.

3.3. Shifts and Shift Timings:

The bidder shall provide facility management services in two shifts (8 hours each) with one additional General shift of 8 hours on all working days. On Sundays and holidays except general shift remaining shifts need to be followed:


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a) General Shift - From 8:00 AM to 4:00 PM

b) Night Shift - From 1:00 PM to 8:00 PM

Note:

1. The inventory details of the existing equipment are given in the Annexure-I located in HMWSSB Office and its offices upto ORR limits.

2. The inventory details of the equipment under warranty are given in the Annexure-II located in HMWSSB Office and it’s offices upto ORR limits.

Contact GM (IT), HMWSSB for further information regarding location-wise hardware details.

3.4. Down Time:

Down Time is defined as the time for which the systems and or services running on it are said to be not available or are deemed to be not available to the users in part or full due to any non – functioning, repairs / problems etc. The penalty will be counted from the time problem is reported to Facilitator electronically or by other means till problem is solved / rectified to the satisfaction of user. Penalty shall be applicable once the admissible down time is crossed. The admissible down time is as follows:

3.4.1 Maximum Admissible Downtime:

A) Server System (Servers, Firewall, Core Switches, SERVER UPS) - Maximum 6 hours calculated over a period of three months.

B) Clients and Peripherals - Maximum 20 office hours calculated over a period of three

months.

C) HA Clients and Peripherals: Maximum period of 1 hr in period of 3 months for which Service Provider may replace faulty equipment with the stand by peripherals of same configuration (details of HA clients will be shared by the department)

* Note:

(i) Maximum down time in a day will be equal to run time even if machine is down for 24 hrs. i.e., if Desktop is down from 8 am to 8 am (next day) the total down time will be 12 hrs and not 24 hrs.

(ii) In case of intermittent failures and repetitive problems due to improper diagnosis or repair, the system, will be treated as continuously down from the time of first fault reporting.

(iii) Deemed down: A system although up but is not able to deliver services because of Non-availability of connected system. For example, if switch is down, all PCs connected to it will also be deemed as down. If server is down, all PCs connected to it will also be deemed as down.

(iv) If stand by system of same configuration arranged by the Service Provider, the faulty product should be replaced with in one week (7 working days). Otherwise standby also treated as down time for the client.


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3.5. Anti-Virus Securities:

It is the responsibility of facilitator to guard the systems against virus infections using the latest anti-virus tools made available. Downtime due to virus, spam and spyware is attributable to facilitator. The necessary licenses will be provided by the HMWSSB.

3.6. Maintenance and Warranty:

As the site includes both new systems as well as the systems already existing in the HMWSSB, procured either through TSTS or on their own, a unique maintenance policy cannot be formulated at present. Hence the Comprehensive Maintenance Services have been broken down into two categories as given below:

i. Maintenance Services for equipment not covered under Parts Warranty from Original

Supplier.

ii. Maintenance Services for equipment with Parts warranty offered by the Original Supplier.

3.7. Other

The facilitator shall provide maintenance service against all risks, except those risks covered by Force Majeure conditions, for both categories as follows:

i. Preventive maintenance and carrying out the necessary repairs and fittings of replacement parts wherever applicable. Replaced parts become the property of Facilitator. Preventive maintenance shall not be attended during run / office time. However preventive maintenance which does not affect normal operation can be attended during run time with the permission of user. Preventive maintenance shall be carried out at least once in a quarter.

ii. The bidder is required to maintain adequate stocks of spares to meet the requirements. HMWSSB, reserves the right to verify the stocks at any point of time.

iii. Wherever a component has to be replaced, it shall be replaced with a component of the same make and configuration. In case the component of same make and configuration is not available, the replacement shall conform to open standards and shall be of a higher configuration specifically approved by the Dept.

iv. The Facilitator may, if so advised technically, get a dysfunctional hardware component repaired in lieu of its replacement, subject to ensuring the overall compliance of the requirement of up time.

v. The Facilitator shall ensure that all the replacements and components used in the process of restoring systems are genuine and original.

vi. The essence of the hardware maintenance contract is to ensure that all the components of hardware work perfectly in unison and deliver rated performance during the period covered by the agreement between the Facilitator and the Department and that the systems uptime is up to the standards prescribed.

vii. The maintenance services includes everything like:

Head Disk Assemblies. Magnetic media, spools, take up reels, containers, straps, write-protect rings etc. except print bands, daisy wheels, ,Non-functional parts like covers, castors, stands etc printer toner cartridges, ink cartridges, ribbon cartridges, floppies, tapes, CD ROM media, plotter pens, UPS batteries


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3.8 Coordination:

Facilitator shall co-ordinate with other vendor(s) for replacement of any defective item for the equipment which are under parts warranty. Facilitator shall co-ordinate with the suppliers of data center and switches which are under warranty. However, it is the duty of Facilitator to ensure required uptime.

3.9. Obsolescence:

If the systems/ spares are not serviceable due to obsolescence of same (e.g.) 8088, 286, 386, Pentium, Pentium II Motherboards, CGA, EGA, Monitors, 20MB/ 40MB/ 120MG/ 240MB/ 580MB/ 1GB/ 1.2GB hard disks etc., the same would be upgraded to state-of-the-art systems/ spares at mutually agreed cost to the customer's account, as per prevailing market rate, after taking approval from HMWSSB/ TSTS. The Facilitator will furnish the list of such items after an inventory of the equipment is taken.

3.10. Other details:

It is the responsibility of the facilitator to run/ implement the application software for monitoring of the following services.

a) Server Management Software

b) Network Management Software

c) Backup Management Software

d) Helpdesk Management Software

e) Virus Management Software

f) e-mail Management Software

All the bidders who qualify the pre-qualification criteria, should give the technical presentation, if required, where they need to give their technical solution worked out for Facility Management & Maintenance Services for HMWSSB and their partnerships/ tie-ups with major IT partners for providing support for Servers, Desktops, Peripherals Network equipment, Operating systems, Database software, Mail and Applications software available in HMWSSB.

The Financial bids of only those bidders who qualify in the Technical stage will be opened.

The facilitator should maintain the following inventory of spares for smooth maintenance of equipment available in HMWSSB, which will be inspected by HMWSSB officials from time to time. In case if it is found that the Facilitator is not maintaining the required inventory, due to which there is delay in service or equipment are down, then the penalty is applicable as per the penalty clause for the systems.

a) Desktop Systems ,printers for cash counters and major officers (HA Clients)

- 100%

b) Desktops for general clients - 1%

c) Peripherals like Printers, Scanners, Plotters, CD drives etc. - 1%

d) Servers, Network equipment and UPS - 10%

The facilitator shall co-ordinate with concerned agencies to resolve the problems of MLLN/ ISDN/ VPN/ Wireless etc. connections of the HMWSSB offices in twin cities.


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The performance of the facilitator will be reviewed by HMWSSB officials on monthly basis. The price quoted should include all the Taxes and Duties including Service Tax, the % of Service Tax calculated should be indicated in the commercials offer.

4.0 Access to the Equipment and Information:

i. The Department shall give Facilitator required access to the equipment to enable maintenance services.

ii. The Facilitator shall submit the list of authorized personnel being deployed and issue them individual Photo Identity cards approved by the Department.

iii. The Department shall ensure compliance of the technical instructions and guidelines suggested by the Facilitator for the proper running of the systems by the operational staff of department subject to the condition that it does not hamper work in any way.

iv. Confidentiality of Information: The facilitator and its staff shall maintain strict confidentiality of information. No part of information can be disclosed to any party in any form during the contract period or thereafter. The incidental disclosure of information to facilitator and its staff is just for carrying out the job assigned and no more. Any violation or attempt of violation may lead to legal action under appropriate law.

5.0. Contract Period:

The Contract Period is initially for a period of 2 years which is extendable on mutual terms & conditions.

5.1. Taking over of additional equipment for maintenance:

Any equipment added to HMWSSB for maintenance shall be taken up for maintenance with immediate effect, but for the purpose of payments it will be deemed to have been added from the 1st day of next quarter. Similarly, any deletion of equipment from HMWSSB will be deemed to have been deleted from 1st day of next quarter.

5.2. Maintenance Call Record:

At HMWSSB, Khairatabad, record will be kept about equipment failure including the nature of failure, date and time of booking of the complaint. When the equipment comes up, it would be recorded and signed by the service engineer of Facilitator and Department representative. Format for keeping this record will be as per Annexure-III. The facilitator has to install application software, for call registration, monitoring and calculation of downtime of each call/ system and for generation of necessary periodic up time/ down time reports.

5.3. The equipment handed over on completion of Contract:

The equipment shall be handed over back to the Department by Facilitator after the contract period, in good working condition.

5.4. Review:

Periodical reviews will be taken by HMWSSB from time to time.


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6.0 Payment Terms

6.1. For Facility Management Services

a) The salary shall be released by the bidder to the candidate as per the statutory compliance. The amount shall be reimbursed by User Department subject to the receipt of invoices in duplicate & attendance sheet upon due verification and deductions.

b) The Agency/ Vendor has to enclose the monthly attendance certificate of the individuals along with its monthly invoices (in triplicate) & proof of remittance of EPF & ESI of previous month (both employee & employers contribution) to Department.

6.2. For Annual maintenance Services

a) The payment shall be made by HNWSSB, Hyderabad at the end of each quarter on quarterly basis within a month after receipt of invoice and on satisfactory completion of maintenance for each quarter, subject to production of necessary certificate from the officer authorized by the HMWSSB, Hyderabad and after deducting the down time penalty if any and other recoveries if any.

b) Payment Authority: General Manager (IT), HMWSSB, Hyderabad.

Note: Any increase or decrease in the rates of the applicable taxes, duties or any new levy on account of changes in law shall be paid as per actual.

7.0. Pre-Qualifications of the Tenders:

7.0.1. Pre-Qualification Criteria:

The bidder must possess the requisite experience, strength and capabilities in providing the services necessary to meet the requirements as described in the RFP document. Keeping in view the complexity & volume of the work involved, the following criteria are prescribed as Pre-Qualification criteria for bidder interested in undertaking the project. The bidder must also possess the technical know-how and the financial where that would be required to successfully provide the support services to Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB), Hyderabad sought by TSTS for the entire period of the Contract. The bids must be complete in all respect and should cover the entire scope of work as stipulated in the tender document. The invitation to bid is open to all bidders who qualify the eligibility criteria as given below:

Pre-Qualification Checklist:

S. No.

Criteria Document required Criteria Met

(Yes/ No)

a. The bidder shall be an Information Technology company/ partnership/ proprietorship firm with more than 5 years of operations in India as on bid calling date. The bidder should be registered under the Indian company’s act-1956/ 2013 or registered partnership act 1932.

1. Certificate of Incorporation/ Registration Certificate 2. Memorandum of Association/ Registered partnership deed 3. Details as per Form - P1.


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S. No.


(Yes/ No)

b. The bidder should have a registered number of: i. GST Registration ii. PAN Number

The bidder shall provide: i. GST Registration Number ii. PAN Number

c. The bidder shall be a Company engaged in offering Networking solutions, O&M for Wide Area Network with centralized management (Data center). The bidder must have successfully undertaken anyone of the following: 1. Two projects with Successful

implementation or maintenance of wide area network with Data center consisting of switches/ routers/ network/ servers/ Computers components having minimum 150 separate office locations each (Separate locations implies different cities, towns or villages) for Central government (GoI) / Scheduled Banks / State Governments / PSUs or large Private Organizations (Implementation/ Maintenance within own organization shall not be considered) - in any of the last 3 financial years in India (2015-16, 2016-17, 2017-18)

(or) 2. Three projects with Successful

implementation or maintenance of wide area network with data center consisting of switches/ routers/ network components/ servers/ computers having minimum 100 separate office locations each(Separate locations implies different cities, towns or villages) for Central Government (GoI) / Scheduled Banks/ State Governments / PSUs or large Private Organizations (Implementation/ Maintenance within own organization shall not be considered) - in any of the last 3 financial years in India (2015-16, 2016-17, 2017-18)

Work Order/ Contract Extract and Satisfactory performance certificate/ Project completion certificate from the client indicating the scope of work and number of locations covered. - The information should be provided as per Form-P5. - References (contact details, customer completion certificate/ customer satisfaction certificate etc) for these projects shall be provided.

d. The bidder must have experience in implementation/maintenance of Desktops in at least one project with minimum Qty. of 1000 No’s in Govt.

- Work order/ Contract Extract and Satisfactory performance certificate/ Project completion certificate from the client


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S. No.


(Yes/ No)

Organization/ PSU/ scheduled commercial bank or large Private Organizations in India during any of the last 3 financial years in India (2015-16, 2016-17 and 2017-18).

indicating the scope of work and number of desktops covered. - The information should be provided as per Form-P5.

e. The bidder should have an average annual turnover of Rs. 50 Crores or above in each of the last three financial years of 2015-16, 2016-17 and 2017-18 from IT Services.

Statutory Auditor’s Certificate stating the annual sales turnover for the last three financial years of 2015-16, 2016-17 and 2017-18 clearly mentioning the turnover from services as per the RFP - Form P6. The bidder to submit Certificate with CA’s Registration Number/ Seal.

f. The Bidder must have a Positive Net Worth for the financial year 2017-18.

Statutory Auditor’s Certificate stating that the bidder has a positive net worth - Form P6.

g. The bidder shall have a valid ISO27001 or CMMI level 3 and above certification as on bid calling date.

Copy of the certificate attested by the authorized signatory

h. The bidder should have at least one office in Telangana (Billing/ Invoice should be done from any of these offices located in Telangana only - The bidder shall have GST number allotted in Telangana and billing shall be from Telangana office only.) In case bidder has no presence in Telangana, the bidder shall furnish an undertaking that an office shall be opened in Telangana& Andhra Pradesh, with sufficient personnel within 1 month of signing of contract. Beyond that 5% penalty shall be deducted on invoice value (QGR).

Proof of office in Telangana along with GST Number allotted in Telangana (or) Undertaking from the authorized signatory stating that in case the project is awarded to the bidder, an office shall be opened by the bidder in the state with sufficient personnel within 1 month of signing of contract. Use Form-P7.

i. The bidder must have on its payroll at least 200 technically qualified professionals in the area of networking/ systems integration / experience in providing the Data center & WAN maintenance services as on 31.03.2019.

Certificate from bidder’s HR Department for number of technically qualified professionals employed by the company. Out of total staff, Minimum staff 10 No. of Systems administrator at various experience levels, Minimum 10 No. of Network and security experts at various experience levels also minimum


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S. No.


(Yes/ No)

10 No. of Oracle DBA’s. j. Resources deployed under this project

shall be dedicated for this project reporting to Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB), Hyderabad during the entire project.

The bidder must give declaration stating that the resources deployed under this project shall be dedicated for this project reporting to Hyderabad Metropolitan Water Supply & Sewerage Board (HMWSSB), Hyderabad during the entire project as per the Form-P8.

k. The bidder should not have been black listed by any State Government, Central Government or any other Public Sector undertaking or a Corporation or any other Autonomous Organization of Central or State Government as on bid calling date.

Self-Certificate declaring that the bidder is not black listed to be enclosed in the bid as per Form-P4.

Note: Relevant proof documents in support of above should be furnished along with the Pre-Qualification bid. 7.0.2. Technical Evaluation Criteria:

Technical Evaluation shall be done based on conformity of the documents submitted in the technical bid and as per the conditions mentioned in the bidding document and the presentation by the bidder on the Relevant Project experiences, understanding of the scope in the RFP, Approach & Methodology on the project, Resource Deployment, etc. Further, the bidders may be invited for Technical Presentation to present the proposed solution. The bidder shall be accorded marks after technical evaluation as per the below criteria and minimum qualifying marks would be 70.

S. No.

Criteria Max

Score Marks

1. Single largest project operated by bidder including installation/ maintenance of switches/ routers/ network devices/ servers/computers in any of the last 3 years (2015-16, 2016-17 and 2017-18) at separate office locations (Separate locations implies different cities, towns or villages) for Central government (GoI) / Scheduled Banks / State Governments / PSUs or large Private Organizations - Form T4.

(Implementation / Maintenance within own organization shall not be considered)

10

>= 200 <= 300 locations - 6 Marks

> 300 <= 400 locations - 8 Marks

Above 400 locations - 10 Marks


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S. No.

Criteria Max

Score Marks

2. Number of Projects with successful Installation/ Maintenance of WANs with minimum 150 separate office locations (Separate locations implies different cities, towns or villages) for Central government (GoI) / Scheduled Banks / State Governments / PSUs or large Private Organizations in any of the last 3 years by bidder partner (2015-16, 2016-17 and 2017-18) - Form T4.

(Implementation / Maintenance within own organization shall not be considered)

10

3 projects - 6 Marks


5& above projects - 10 Marks

3. The bidder should have experience in implementation / maintenance of Data center project - Form T3.

(Last 3 years (2015-16, 2016-17 and 2017-18) contracts will be considered for points award)

10


3 & Above Projects - 10 Marks

4. Turnover of the company from IT Services in each of the last 3 Financial Years ending 31 March 2018 by bidder - (Statutory Auditor/ CA certificate) - Use Form T5.

10

>=50 cr < 75 cr - 6 Marks

>=75 cr < 100 cr - 8 Marks

125 cr & Above - 10 Marks

5. Data Center Proposed Team compliance to the qualifications and experience of Manpower - Submit details as per Form T2.

5

Data Center team compliance - 5 Marks (One mark each for Project Manager, Network Security Specialist, System Administrator and Database Administrator, FM Engineer (Printer Specialist) and FM Engineer (Electrical) on meeting full criteria)

6. On roll qualified professionals with skills in the area of Network Management, Server Management, Security Management, EMS Tools Management, System integration. Self Declaration and certified by the Bidder`s HR Head / CA.

5

>=200 < 350 - 3 Marks

>350 resources - 5 Marks

7. Valid certifications possessed by the bidder.

10

ISO27001 and CMMI Level 3 Certifications - 10 Marks.

Any of ISO27001/ CMMI Level 3 Certifications - 5 Marks


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S. No.

Criteria Max

Score Marks

8. Understanding of the project and proposed Methodology for Management of Infrastructure.

10

Bidders Understanding of the Project operations and Methodology on bidder`s format.

9. Approach for Network & Security Management. 5

Bidders Approach for Network & Security Management on bidder`s format.

10. Operations management & Escalation Matrix including communication management with all stakeholders and Management commitments towards the project.

5 On bidder`s format

11. Experience in usage of management tools (EMS, NMS) and implementation support on deployment of new NMS tool if any in project duration.


12. Takeover strategy from existing SI and Exit management.


13. Technical Presentation 10 On bidder`s format

Total 100

7.0.3 Evaluation of Financial bids

The financial bid will be evaluated on L1 basis, i.e., the bidder who has Technically Qualified and has quoted the lowest in the Financial Bid would be selected as the successful bidder provided that all the terms and conditions in this Tender document are met by the bidder.

The Price Bid submitted by the bidder shall be inclusive of all taxes and central duties such as GST, customs duty and central excise duty as part of the price.

The total cost will be computed based on Form F3 (Total FM & MS Charges) (Incl. all taxes) i.e., Form F1 (AMC Charges) (Incl. all taxes) + Form F2 (Manpower Charges) (Incl. all taxes)


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8.0. Statement of important limits/ values related to bid

S. No.

Item Description

1 EMD Schedule The bidder shall submit the Bid Security (EMD) through BG/ online payment on Telangana e-Procurement portal of Rs. 6,00,000/- (Rupees Six Lakh only) in favour of "The Managing Director, Telangana State Technology Services Limited”, payable at Hyderabad. Note: Scanned copy of BG document should be uploaded on e-Procurement website. The Original Copy of BG should be submitted to TSTSL within two days of bid submission date.

2 Bid Validity Period 90 days from the date of opening of bids.

3 EMD Validity Period a) EMD (BG/ Online payment) BG should be valid for a period of Six months from the date of bid submission.

Note: a) EMD Particulars to be furnished in the Annexure-EMD and BG from Nationalized / Scheduled Banks, taken from Hyderabad branch only. b) BG from Cooperative banks are not acceptable

4 Evaluation of Bids The selection method is Least Cost Based Selection (LCBS or L1).

5 Period for signing contract

Within 10 days from date of receipt of Notification of Award

6 Contract Period 2 years from the date of agreement extendable upto another 6 Months if required, at the end of the contract.

7 Variation in quantities + / - 25 % 8 Period for furnishing

Performance Security Within 7 days from data of receipt of notification of award

9 Performance security value

10 % of project cost for entire contract period

10 Performance Security validity period

60 days beyond contract period

11 Payment terms Quarterly at the end of each quarter by the department. 12 Contract period for

evaluating bids The evaluation will be done for 2 years cost of FM & AMC considering the following components:

1. Total FM value for 2 years. 2. Total AMC value of items in Annexure-I for 2 years.

Total AMC value of items in Annexure-II for 2 years (i.e. Pro rata AMC value up to warranty period + Pro rata AMC value after warranty is expired).

13 Variation of Quantity a) For AMC Variation in quantities: +/- 25% b) For Contract Period: The department may extend

the contract period by another 6 months if required, at the end of the contract.

c) For FMS: The department/ TSTS may take additional man power as per the quoted cost of the facilitator for these projects or other projects in Hyderabad during the contract period.


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S. No.

Item Description

14 Conditional bids Not acceptable and liable for rejection 15 Eligibility Criteria As per Section B 16 Transaction Fee Transaction fee: All the participating bidders who submit the

bids have to pay an amount @ 0.03% of their final bid value online with a cap of Rs. 10,000/- for quoted value of purchase up to Rs.50 crores and Rs.25000/- if the purchase value is above Rs.50 crores & service tax applicable as levied by Govt. of India on transaction fee through online in favour of MD, TSTS. The amount payable to TSTS is non refundable. Corpus Fund: Successful bidder has to pay an amount of 0.04% on quoted value through demand draft in favour of Managing Director, TSTS, Hyderabad towards corpus fund at the time of concluding agreement.

17 Transaction Fee Payable to

The Managing Director, Telangana State Technology Services Limited, Hyderabad.

18

Bid submission Online on e-Procurement platform. Bidders are requested to submit the bids after issue of minutes of the pre bid meeting duly considering the changes made if any, during the pre-bid meeting. Bidders are totally responsible for incorporating/ complying the changes/ amendments issued if any during pre-bid meeting in their bid.

19 Procedure for Bid Submission

Bids shall be submitted online on www.eprocurement.gov.in platform. 1. The participating bidders in the tender should register themselves free of cost on e-procurement platform in the website www.eprocurement.gov.in.

2. Bidders can log-in to e-Procurement platform in Secure mode only by signing with the Digital Certificates.

3. The bidders who are desirous of participating in e-procurement shall submit their technical bids, price bids as per the standard formats available at the e-market place.

4. The bidders should scan and upload the respective documents in Pre-Qualification and Technical bid documentation of the RFP including EMD. The bidders shall sign on all the statements, documents certificates uploaded by them, owning responsibility for their correctness/ authenticity.

5. The rates should be quoted in online only. 20 Other Conditions 1. After uploading the documents, the copies of the

uploaded statements, certificates, documents, original Demand Drafts in respect of Bid Security (except the Price bid/ offer/ break-up of taxes) are to be submitted by the bidder to the O/o: The Managing Director, TSTSL, 2nd Floor, HACA Bhavan, Opp. Assembly, Nampally, Hyderabad as


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S. No.

Item Description

and when required.

Failure to furnish any of the uploaded documents, certificates, will entitled in rejection of the bid. The TSTSL shall not hold any risk on account of postal delay. Similarly, if any of the certificates, documents, etc., furnished by the Bidder are found to be false/ fabricated / bogus, the bidder will be disqualified, blacklisted, action will be initiated as deemed fit and the Bid Security will be forfeited.

2. TSTSL will not hold any risk and responsibility regulating non-visibility of the scanned and uploaded documents.

3. The Documents that are uploaded online on e-market place will only be considered for Bid Evaluation.

4. Important Notice to Contractors, Suppliers and Department users: (i) In the endeavor to bring total automation of processes in e-Procurement, the Govt. has issued orders vide G.O. Ms. No. 13 dated. 5.7.2006 permitting integration of electronic Payment Gateway of ICICI/ HDFC/ Axis Banks with e-Procurement platform, which provides a facility to participating suppliers/ contractors to electronically pay the transaction fee online using their credit cards.


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9.0 Implementation Plan:

9.1. Handing over of equipment:

a.) On the date of signing the agreement, the bidder should keep ready the approved inventory with the purchase value indicated there on, which will be the basis for calculation of MS charges.

b.) From the date of signing the agreement, the Facilitator should take over the MS of all the systems and extend the FMS.

c.) The HMWSSB will provide access to the inventory of all locations from the date of agreement.

d.) The Facilitator should position the Engineers with requisite qualification as agreed for MS and for Facility Management Services separately from the date of signing the agreement.

e.) The Facilitator should maintain the following Registers at HMWSSB Office.

i. Attendance Register for FMS staff

ii. Call Maintenance Register

iii. Spare Parts Register

iv. Any other Register as prescribed by the Department or it’s representatives.

f.) The work being done by the Facilitator will be inspected by the officials of HMWSSB.

g.) The Facilitator should generate necessary MIS reports on maintenance & FMS from time to time as required by the HMWSSB.

h.) Any additional LAN / electrical cabling/works for computer systems should be taken up by the service provider as per the decision of the HMWSSB.

i.) For the equipment under warranty : in the event of failure ,delayed response of original supplier of the equipment and not responding in time to make it up, then HMWSSB may provide stand by equipment at Head office The facilitator has to make systems up irrespective of location where fault is reported

j.) Handing over of the equipment: The present facility management vendor will work with new facility management Service Provider for a minimum of 10 days which will help new facilitator to understand the system completely and take over equipment for FM&AMC.

The bidders are advised to study the existing network by way of site survey at their own cost and risk to get first-hand information on the existing infrastructure and equipment. The successful bidder has to take over all the equipment from the existing operator. The existing operator shall handover the existing project equipment at all locations in working condition with valid licenses. A jointly signed takeover/handing over document should be submitted to HMWSSB/ before the effective date of takeover.

As the network is live, both the existing network operator and new service provider have to work in parallel for 10 days. All the passwords and configuration details will be shared/ handed over to the new service provider by the existing operator. A detailed handover/ take over process is mentioned below.


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9.2 Handover / Takeover Process:

The following step by step process would depict the processes that shall be involved in this entire Handover/ Takeover exercise.

a. Department designated officers to oversee the process of Handover/ Takeover is formed

b. The successful bidder and the handing over party shall put their teams in place for Handover/ Takeover.

c. The department in consultation with the Successful bidder and the handing over party prepares the handover/takeover plan. Plan would contain location-wise timelines

d. The handover/takeover at each of the locations takes place in the presence of a representative from the department.

e. Upon completion of handover/takeover at all locations, a presentation would be delivered by the handing over agency and the successful bidder. Sign off of the handing over agency would be certified by department team.

9.3 Protocol on Handover / Takeover procedure of Duties, Assets and Official Documents:

Handover/ Takeover should happen only between persons duly nominated by department and FM & MS service provider selected.

The bidder would have to nominate specific members from their team for the Handover/ Takeover activity for each of the locations. The bidder should clearly specify as to which team member would be involved in which aspect of the takeover (procedure/ documentation/ hardware/ software etc.). There should be at least two team members (primary and secondary nominees). nominated for each of the takeover procedures. The team nomination should be presented in the following format.

The Handover/ Takeover procedure shall include the takeover of:

a. Assets The assets would include software, hardware and networking components. The following is the list of various assets and their type that would require takeover.

S. No.

Asset type Asset list Remarks

1. Hardware components <to be taken from the existing operator> 2. Network components <to be taken from the existing operator> 3. Software <to be taken from the existing operator>

S. No.

Primary Nominee(s)

Secondary Nominee(s)

Takeover Procedure

Description

1. 2.


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b. Documentation The documents that require to be taken over would include user manuals, hardware configuration sheets, reports and templates etc. The following is the list of various documents that would have to be taken over

S. No.

Document type Document list Remarks

1.

Manuals <list to be obtained from the existing O&M agency>

2.

Configuration sheets

3.

Performance Reports

4.

OEM certificates and warranties

5.

Software licenses

6.

Software media

10.

Reporting Templates (if any)

9.3.1.1 Transition :

Entire Handover/ Takeover procedure would be overseen by the representative from the Department/ TSTS that shall be formed for this purpose. Handover/ Takeover procedure shall be carried out in the presence of a representative from ITE&C Dept, TSTS, TPA, existing Network Operator and the successful bidder.

Handover/ Takeover procedure at other locations shall be carried out in the presence of department officer of the respective location, existing Network Operator and the successful bidder.

9.3.1.2 Handover/ Takeover conditions

The Handover/ Takeover procedure would have to take place in official premises only. The detailed list of location of handover/takeover would be provided to the successful bidder once the contract is finalized. None of the aforementioned assets/documentations shall be taken outside the premises without prior approval of the handover/takeover


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department. Assets/documentation being taken out would have to be recorded. Handover/ Takeover procedure should be minuted.

It is understood that the Handover/ Takeover procedure would last multiple sessions. Thus to bring in sufficient clarity and accountability, each of the Handover/ Takeover sessions at each of the locations would have to be minuted by the successful bidder. The minutes shall capture the details of each of the activities that entail during the Handover/ Takeover, the issues that arise, how the issues have been addressed, action points taken and the tentative agenda for the next handover/takeover session. The minute is also required to capture the personnel present during each of the sessions. Following is the recommended format that the bidder shall follow for minute’s details of the Handover/ Takeover sessions.

HMWSSB Handover/ Takeover Session No. <xx> Date : Location :

Participants: Representative: xxx Handover Agency: xxx

Takeover Agency: xxx Representative: xxx Agenda of the session and Decisions Taken

1. 2.

3.

4.

Agenda for the next session:

Signatures:

The minute prepared would have to be submitted to the Transition Committee within one working day after the conclusion of each of the handover/takeover sessions. The minutes would be inspected for consistency by the Transition Committee and shall be issued later and recorded.

9.3.1.3 Replacement of Batteries

At the time of Handing/ Taking over of the UPS/ Power backup equipment, the functioning status and health of the battery has to be verified and certified by the Existing and new FM & MS service provider. If any UPS batteries are found as faulty, the same may be replaced by service provider selected for providing “Facility Management and Maintenance Services” for department.

Department will bear the cost of procuring the required number of batteries through Rate contract (RC) basis. As and when the request is received from service provider for replacement of the batteries, the FM & MS provider shall coordinate with vendor


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for supply and installation of batteries and provide installation certificate in consultation with Department.

The FM & MS service provider must inform dept. at least one month in advance for replacement of such identified batteries.

9.4 Replacement of outdated equipment

FM &MS service provider should evaluate the availability of support for OEM/ spares in the market and recommend for condemn of the particular terminal in writing with necessary evidences. Department will look in to it and replace with the new equipment. If it is in between contract period department will not allow doing so.

If any obsolete equipment that FM & MS Service Provider identified during handing over terms will be replaced as per department norms.


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10.0. Bidding Procedure:

10.1. Bid Submission

Offers should be made in three parts namely, “Pre-qualification bid”, “Technical bid” and “Financial bid” and in the format given in bid document. Each offer should be placed in a separate envelope super scribed “Pre-qualification bid”, "Technical bid" and "Financial bid", as the case may be, followed by the title mentioned above against " tender call:"

1.) EMD should be enclosed in the “Pre-qualification bid” envelope.

2.) Name of the vendor and contact address should also be written on the envelope.

3.) Tenders will be accepted only from those who have received/ purchased bid document from TSTS.

4.) All correspondence should be with TSTS contact person.

5.) A complete set of bidding documents may be obtained by interested bidders from the TSTS contact person upon payment of the bid document price which is non-refundable. Payment of bid document price should be by Demand Draft/ Cashier's Cheque or certified cheque drawn in favor of "The Managing Director, Telangana State Technology Services Ltd." and payable at Hyderabad (India). The document can be picked up by courier designated by the interested bidder.

10.2. Pre-Qualification Bid: It shall include the following information about the firm and/ or its proposal.

a. General information on the Bidder’s company in Form P1.

b. Turn over details in relevant field in Form P2.

c. List of major clients in support of turnover in Form P3.

d. Declaration regarding clean track record in Form P4.

e. Experience in similar Projects in Form P5.

f. Networth Certificate of the Bidder from CA in Form P6.

g. Declaration regarding Office in Telangana in Form P7.

h. Declaration regarding dedicated resources in Form P8.

i. Bid letter form.

10.3. Technical Bid:

1. Check list in Form T1.

2. Details of FM Personnel proposed for the project in Form T2.

3. Details of major projects in Form T3.

4. Details of project experiences in Form T4.

5. Turnover details in Form T5.

6. As part of technical bid the bidder should submit the detail on the methodology of hand holding process, migration detail, time lines, details of SLA tools, call escalation matrix, spare management etc.

7. Technical Presentation: TSTS shall inform the bidders on technical presentation date and time. All the bidders have to submit the technical presentation copy to TSTS after the presentation.


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10.4 Financial Bid:

The financial bid should provide cost calculations corresponding to unit price of each item in the Form F1, Form F2 and total project value in Form F3.

10.5. Pre-Bid Meeting:

All those bidders who had purchased bid document can participate in the meeting to seek clarifications on the bid, if any.

10.6. Bid Evaluation Procedure:

Bids would be evaluated for entire Schedule. Bidders should offer prices for all the items of Schedule and for the full quantity of an item of Schedule failing which such bid will not be considered. Technical bid documentation should be in the prescribed format. If a vendor has any comment to offer about the procedural aspects of this tender, it should be intimated to TSTS during the pre-bid meeting. In case the schedule or procedure of tender processing is revised, the same shall be communicated by telephone, fax, courier as the case may be to all vendors who have purchased the bid document.

10.7. Opening of Bids:

Immediately after the closing time, the TSTS contact person shall open the pre-qualification bid’, and list them for further evaluation. The ‘technical bid’ covers and ‘financial bid’ covers shall be listed and put into a box sealed according to TSTS procedure. The sealed box of technical bids and financial bids shall be in custody of a designated officer for opening after evaluation of pre-qualification bids. The Technical bids of only those bidders who qualify in the pre-qualification bid will be opened. After evaluation of technical bids, the financial bids of only those bidders who qualify in technical evaluation will be opened. Any participating vendor may depute a representative to witness these processes.

10.8 Pre-Qualification Bid documentation:

The Pre-qualification bid documentation shall be evaluated in two sub-steps. Firstly, the documentation furnished by the vendor shall be examined prima facie to see if the technical skill base and financial capacity and other vendor attributes claimed therein are consistent with the needs of this project. In the second step, TSTS may ask vendor(s) for additional information, visit to vendors site and/ or arrange discussions with their professional, technical faculties to verify claims made in Pre-qualification bid documentation.

10.9 Technical Bid documentation:

Technical bid documentation shall be evaluated in two sub-steps. Firstly, the documentation furnished by the vendor shall be examined prima facie to see if the product / services offered, technical skill base and financial capacity and other vendor attributes claimed therein are consistent with the needs of this project. In the second step, TSTS may ask vendor(s) for additional information, visit to vendors site and/ or arrange discussions with their professional, technical faculties to verify claims made in technical bid documentation.


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10.10. Financial bid:

Final choice of firm to execute the project shall be made on the basis of conformity to technical requirements, appropriateness of the services offered, capability of bidder to execute and service the project and appropriateness of financial offer from the point of view of cost-effectiveness over the entire contract period for the product/ services.

11.0. General Instructions to Bidders

In this context, the following terms shall be interpreted as indicated. Terms defined in general instructions to bidders section shall have the same meaning.

11.1. Definitions:

1. Tender call or invitation for bids means the detailed notification seeking a set of solution(s), service(s), materials or any combination of them.

2. Two part bid means the pre qualification/ technical bid and financial bids put in separate covers and their evaluation is sequential.

3. “Contract" means the agreement entered into between the TSTS and the vendor, as recorded in the contract form signed by the parties, including all attachments and appendices thereto and all documents incorporated by reference therein;

4. “Contract price" means the price payable to the vendor under the contract for the full and proper performance of its contractual obligations;

5. "Incidental services" means those services ancillary to the supply of the goods and services, such as transportation and insurance, and any other incidental services, such as installation, commissioning, provision of technical assistance, training and other such obligations of the vendor covered under the contract;

6. “GCC” means the general conditions of contract contained in this section.

7. “SCC” means the special conditions of contract if any.

8. "TSTS" means the Telangana state technology Services Ltd.

9. “Purchaser/ User” means ultimate recipient of goods and services

10. “Project site”, where applicable, means the place(s) where goods/services are to be made available to user.

11. “Day” means calendar day.

12. “Specification” means the functional and technical specifications or statement of work, as the case may be.

13. Firm means a company, authority, cooperative or any other organization incorporated under appropriate statute as is applicable in the country of incorporation.

14. Bidder means any firm offering the solution(s), service(s) and/or materials required in the tender call. The word vendor when used in the pre award period shall be synonymous with bidder and when used after award of the contract shall mean the successful bidder with whom TSTS signs the contract for rendering of goods and services.

15. Pre-Qualification and Technical bid means that part of the offer that provides information to facilitate assessment, by TSTS, professional, technical and financial standing of the bidder, conformity to specifications etc.

16. Financial bid means that part of the offer that provides price schedule, total project costs etc.


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17. Three part bid means the pre-qualification bid, technical and financial bids are put in separate covers and their evaluation is sequential.

18. Composite bid means a bid in which the technical and financial parts are combined into one format but their evaluation is sequential.

19. Goods and services mean the solution(s), service(s), materials or a combination of them in the context of the tender call and specifications.

20. The word goods when used singly shall mean the hardware, firmware component of the goods and services.

21. The word manufacture when used in the context of services shall mean “performance” and in case of solution(s) shall mean “worked out”, “developed” or “executed” depending on context.

22. Government: “Government” means Government of Telangana, represented by Prl. Secretary to Govt., Information Technology & Communications Department in the scope of this tender document.

23. Facilitator: “Facilitator” means the successful vender to whom job will be awarded for total maintenance and management of APSCAN.

24. Inventory: "Inventory" means all the systems, peripherals & Network equipment existing at the TS Secretariat Campus Network and accepted by the facilitator and TSTS and similar further additions if any in future.

25. HMWSSB: Hyderabad Metropolitan Water Supply & Sewerage Board.

11. 2. General Eligibility

1. This invitation for bids is open to all firms both from within and outside India, who are eligible to do business in India under relevant Indian laws as is in force at the time of bidding subject to Pre qualifications.

2. Bidders marked/ considered by TSTS to be ineligible to participate for Non-satisfactory past performance, corrupt, fraudulent or any other unethical business practices shall not be eligible.

3. Breach of any instructions of bidding or contract with TSTS or any of its user organizations in past or in this case may make a firm ineligible to participate in bidding process.

11.3. Bid Forms

1. Wherever a specific form is prescribed in the bid document, the bidder shall use the form to provide relevant information. If the form does not provide space for any required information, space at the end of the form or additional sheets shall be used to convey the said information.

2. For all other cases the bidder shall design a form to hold the required information.

11.4. Cost of Bidding

1. The bidder shall bear all costs associated with the preparation and submission of its bid, and TSTS will in no case be responsible for those costs, regardless of the conduct or outcome of the bidding process.

2. Bidder is expected to examine all instructions, forms, terms, and specifications in the bidding documents. Failure to furnish all information required by the bidding documents or to submit a bid not substantially responsive to the bidding documents in every respect will be at the bidder’s risk and may result in the rejection of its bid.


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11.5. Clarification of bidding documents

1. A prospective vendor requiring any clarification of the bidding documents may notify TSTS contact person. Written copies of the TSTS response (including an explanation of the query but without identifying the source of inquiry) will be sent to all prospective bidders that have received the bidding documents.

2. The concerned person of TSTS will respond to any request for clarification of bidding documents which it receives no later than bid clarification date mentioned in the notice prior to deadline for submission of bids prescribed in the tender notice. No clarification from any bidder shall be entertained after the close of date and time for seeking clarification mentioned in tender call notice. It is further clarified that TSTS shall not entertain any correspondence regarding delay or non receipt of clarification by bidder.

11.6. Amendment of bidding documents

1. At any time prior to the deadline for submission of bids, TSTS, for any reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, may modify the bidding documents by amendment.

2. All prospective bidders those have received the bidding documents will be notified of the amendment and such modification will be binding on all bidders.

3. In order to allow prospective bidders reasonable time in which to take the amendment into account in preparing their bids, the TSTS, at its discretion, may extend the deadline for the submission of bids.

11.7. Period of validity of Bids

1. Bids shall remain valid for the days or duration specified in the bid document, after the date of bid opening prescribed by TSTS. A bid valid for a shorter period shall be rejected as Non-responsive.

2. In exceptional circumstances, the TSTS may solicit the bidders' consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The bid security shall also be suitably extended. A bidder granting the request will not be permitted to modify its bid.

11.8. Submission of bids 1. The bidders shall seal the Pre-Qualification, Technical and Financial or Composite

bids in separate envelopes, duly marking the envelopes as "Pre-Qualification", “Technical Bid" and "Financial Bid" and “Composite Bid” as the case may be.

2. The envelopes shall then be sealed in an outer envelope. The inner and outer envelopes shall:

1) Be addressed to the TSTS at the address given in the tender call;

2) Bear the project name/ title indicated in the tender call, and bear a statement for -

a. Pre-qualification bid “Do not open before bid opening day and time”,

b. Technical OR Composite bid “Do not open until evaluation of Pre-Qualification bid”,

c. Financial bid “Don’t open until evaluation of Technical bid”


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d. The outer envelopes shall clearly indicate the name and address of the bidder to enable the bid to be returned unopened in case it is declared "late".

e. If the outer envelope is not sealed and marked as required above, TSTS will assume no responsibility for the bid's misplacement or premature opening.

f. Bid shall be submitted at O/o. TSTS, 2nd Floor, HACA Bhavan, Opp. Assembly, Nampally, Hyderabad.

11.9 Deadline for submission of bids

1. Bids must be received by the TSTS contact person no later than the bid submission date and time specified in the tender call notice.

2. The TSTS may, at its discretion, extend this deadline for the submission of bids by amending the tender call, in which case all rights and obligations of the TSTS and bidders previously subject to the deadline will thereafter be subject to the deadline as extended.

11.10. Late bids

Any bid not received by the TSTS contact person by the deadline for submission of bids will be rejected and returned unopened to the bidder.

11.11. Modification and withdrawal of bids

1. The bidder may modify or withdraw its bid after the bid's submission, provided that written notice of the modification including substitution or withdrawal of the bids, is received by the TSTS prior to the deadline prescribed for submission of bids.

2. The bidder's modification or withdrawal notice shall be prepared, sealed, marked and dispatched in a manner similar to the original bid.

3. No bid can be modified subsequent to the deadline for submission of bids.

4. No bid can be withdrawn in the interval between the deadline for submission of bids and the expiration of the period of bid validity. Withdrawal of a bid during this interval may result in the forfeiture of its Bid Security (EMD).

11.12 Preparation of Pre-Qualification Bid

It shall contain of the following parts:

1. General business information

2. Turnover details

3. Major clients’ details

4. Bid security (EMD)

11.13 General business information:

The bidder shall furnish general business information to facilitate assessment of its professional, technical and commercial capacity and reputation.

11.14 Bid Security i.e. Earnest Money Deposit (EMD)

1. The bidder shall furnish, as part of its bid, a bid security for the amount specified in the tender call notice.

2. The bid security is required by TSTS to:

a.) assure bidder's continued interest till award of contract and


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b.) Conduct in accordance with bid conditions during the bid evaluation process.

3. The bid security shall be in Indian rupees and shall be a bank guarantee, or an irrevocable letter of credit or cashier’s certified check, issued by a reputable bank scheduled in India and having at least one branch office in Hyderabad

4. Unsuccessful bidder's bid security will be discharged or returned as promptly as possible but not later than thirty (30) days after the expiration of the period of bid validity prescribed by TSTS.

5. The successful bidder's bid security will be discharged upon the bidder signing the contract, and furnishing the performance security,

6. The bid security may be forfeited:

a.) if a bidder withdraws its bid during the period of bid validity

Or

b.) in the case of a successful bidder, if the bidder fails:

1.) To sign the contract in time;

Or

2.) To furnish Performance Security.

11.15. Preparation of Financial bid

1.) Overview of Financial bid

The financial bid should provide cost calculations corresponding to each component of the project.

2.) Bid Prices

a. The bidder shall indicate the unit prices (where applicable) and the total bid price of the goods/ services it proposes to supply under the contract.

b. The bidder shall indicate Basic Prices and taxes, duties etc. separately (if required)

in the form prescribed.

c. Bidder’s separation of price components will be solely for the purpose of facilitating the comparison of bids by TSTS and will not in any way limit the purchaser’s right to contract on any of the terms offered.

d. Prices quoted by the bidder shall be fixed during the bidder’s performance of the contract and not subject to variation on any account unless otherwise specified in the tender call. A bid submitted with an adjustable price quotation will be treated as non responsive and will be rejected.

3.) Bid Currency

Prices shall be quoted in Indian Rupees.


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12.0. Standard Procedure for Opening and Evaluation of Bids

12.1. Outline of bid evaluation procedure:

1. The bid opening and evaluation process will be sequential in nature. Means that bidder must qualify a particular stage to be eligible for next stage. Immediately after the closing time, the TSTS contact person shall open the Pre-qualification bids and list them for further evaluation. The Technical and financial bid covers shall be listed and put into a bag to be sealed according to TSTS procedure. The sealed bag of technical and financial bids shall be in custody of a designated officer for opening after evaluation of Pre-qualification bids. Thereafter, Technical bids of qualified bidders will be opened, keeping financial bid in sealed bag. Finally financial bids of those bidders will be opened who are short listed in technical evaluation.

2. In case of composite bid - technical and financial bids combined together, first technical evaluation will be done followed by financial evaluation of only those bids which have qualified in technical evaluation.

3. Any participating vendor may depute a representative to witness these processes.

4. The standard procedure, described here will stand appropriately modified, in view of special procedures of bid evaluation as mentioned in tender call or elsewhere in this bid document or TSTS may deviate from these in specific circumstances if it feels that such deviation are unavoidable, or will improve speed of processing and consequent project execution.

12.2. Opening of bids

Online - e-Procurement portal.

12.3. Clarification of bids:

During evaluation of the bids, TSTS may, at its discretion, ask the bidder for clarification of its bid.

12. 4. Preliminary Examination:

1. Preliminary scrutiny will be made to determine whether they are complete, whether any computational errors have been made, whether required sureties have been furnished, whether the documents have been properly signed, and whether the bids are generally in order.

2. Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and the total price shall be corrected. If the vendor does not accept the correction of the errors, its bid will be rejected and its bid security may be forfeited. If there is a discrepancy between words and figures, the amount in words will prevail.

3. TSTS may waive any minor informality, nonconformity or irregularity in a bid which does not constitute a material deviation, provided such waiver does not prejudice or affect the relative ranking of any bidder.

4. Prior to the detailed evaluation, TSTS will determine the substantial responsiveness of each bid to the bidding documents. For purposes of these


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clauses, a substantially responsive bid is one which conforms to all the terms and conditions of the bidding documents without material deviations.

5. If a bid is not substantially responsive, it will be rejected by the TSTS and may not subsequently be made responsive by the bidder by correction of the nonconformity.

12.5. Evaluation of Pre-qualification bids:

Pre-Qualification bid documentation shall be evaluated in two sub-steps. a.) Firstly, the documentation furnished by the vendor will be examined prima facie

to see if the technical skill base and financial capacity and other vendor attributes claimed therein are consistent with the needs of this project.

b.) In the second step, TSTS may ask vendor(s) for additional information, visit to vendors site and/or arrange discussions with their professional, technical faculties to verify claims made in technical bid documentation.

c.) The Financial bids of only those bidders who qualify in the Technical stage including technical presentations would be opened.

Each of the above parameter would carry 10 marks each, and a bidder has to score 70 % marks to qualify in the Technical Stage. Necessary documents to be submitted under Form-T4 (Bidder Format) along with Technical Bids.

12.6. Technical bid documentation:

Technical bid documentation shall be evaluated in two sub-steps.

a.) Firstly, the documentation furnished by the vendor will be examined prima facie to see if the offer made, technical skill base and financial capacity and other vendor attributes claimed therein are consistent with the needs of this project.

b.) In the second step, TSTS may ask vendor(s) for additional information, visit to vendors site and / or arrange discussions with their professional, technical faculties to verify claims made in technical bid documentation.

TSTS shall request the bidders to make a presentation on their proposal to an Evaluation Committee and date, timing of the presentation shall be informed to the bidders in advance.

All the bidders who secure a Technical Score of 70 (70%) or more will be declared as technically qualified. The commercial bids of only the technically qualified bidders will be opened for further processing. It is, however, clarified that, subject to other provisions of this Document, every bidder will have to fulfill the minimum technical specifications laid down in the RFP for being qualified technically.

12.7. Evaluation of Financial bids

The financial bid will be evaluated on L1- Basis, i.e., the bidder who has Technically Qualified and has quoted the lowest in the Financial Bid would be selected as the successful bidder provided that all the terms and conditions in this Tender document are met by the bidder.


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The Price Bid submitted by the bidder shall be inclusive of all taxes and central duties such as GST, customs duty and central excise duty as part of the price.

The total cost will be computed based on Form F3 (Total FM & MS Charges) (Incl. all taxes) i.e., Form F1 (AMC Charges) (Incl. all taxes) + Form F2 (Manpower Charges) (Incl. all taxes)

12.8. Evaluation and comparison of financial bids

1. Evaluation of financial bids will exclude and not take into account any offer not asked for or not relevant to the present requirements of user.

2. Evaluation of financial bid will take into account, in addition to the basic bid price, one or more of the following factors

a.) The projected costs for the entire contract period;

b.) Past track record of bidder in supply/ services and

c.) Any other specific criteria indicated in the tender call and/or in the specifications.

12.9. Contacting TSTS

1. Bidder shall not approach TSTS officers outside of office hours and / or outside TSTS office premises, from the time of the tender call notice to the time the contract is awarded.

2. Any effort by a bidder to influence TSTS officers in the decisions on bid evaluation, bid comparison or contract award may result in rejection of the bidder's offer and bidder may also marked as ineligible for future bids. If the bidder wishes to bring additional information to the notice of the TSTS, it should do so in writing.

12.9.1. Award Criteria

Final choice of firm to execute this project shall be made on the basis of conformity to technical requirements, appropriateness of the product/ services offered, appropriateness of financial offer from the point of view of cost-effectiveness, total cost of ownership over entire contract period for the product/services and past track record of bidder.

12.9.2. TSTS’ right to vary quantities at time of award

TSTS reserves the right at the time of award to increase or decrease the quantity, as indicated in tender call, from the quantity of goods and services originally specified in the specification without any change in unit price or other terms and conditions.

12.9.3. TSTS’ right to accept any bid and to reject any or all bids

TSTS reserves the right to accept or reject any bid, and to annual the bidding process and reject all bids at any time prior to award of contract, without thereby incurring any liability to the affected bidder(s) or any obligation to inform the affected bidder(s) of the grounds for such decision.

12.9. 4. Notification of Award

a.) Prior to expiration of the period of bid validity, TSTS will notify the successful bidder in writing, that its bid has been accepted.


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b.) Upon the successful bidder's acceptance and furnishing of performance security to HMWSSB, TSTS will promptly notify each unsuccessful bidder and will discharge its bid security.

12.9.5. Signing of Contract

a.) The successful bidder should enter into agreement with GM (IT), HWSSB, Hyderabad.

b.) The successful bidder shall sign and date the contract and return it to HMWSSB, Hyderabad.

12.10. Performance Security

a.) On receipt of notification of award from the TSTS, the successful bidder shall furnish the performance security in accordance with the conditions of contract, in the performance security form provided in the bidding documents or in another form acceptable to the HMWSSB, Hyderabad.

b.) Failure of the successful bidder to sign the contract, proposed in this document and as may be modified, elaborated or amended through the award letter, shall constitute sufficient grounds for the annulment of the award and forfeiture of the bid security, in which event the TSTS may make the award to another bidder or call for new bids.

12.11. Corrupt, fraudulent and unethical practices

a.) “Corrupt practice” means the offering, giving, receiving or soliciting of anything of value to influence the action of a public official in the process of contract execution and

b.) “fraudulent practice” means a misrepresentation of facts in order to influence a procurement process or the execution of a contract to detriment of the purchaser, and includes collusive practice among Bidders (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the Purchaser of the benefits of free and open competition:

c.) “Unethical practice” means any activity on the part of bidder which try to circumvent tender process in any way. Unsolicited offering of discounts, reduction in financial bid amount, upward revision of quality of goods etc after opening of financial bids will be treated as unethical practice.

d.) TSTS will reject a proposal for award and also may debar the bidder for future tenders in TSTS, if it determines that the bidder has engaged in corrupt, fraudulent or unethical practices in competing for, or in executing a contract.


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13. 0. General Conditions of Proposed Contract (GCC)

13.1. Application:

These general conditions shall apply to the extent that they are not superseded by provisions of other parts of the contract.

13.2. Payments:

a) The payment shall be made by HMWSSB, Hyderabad at the end of each quarter on quarterly basis within a month after receipt of invoice and on satisfactory completion of maintenance for each quarter, subject to production of necessary certificate from the Officer authorized by the HMWSSB, Hyderabad and after deducting the down time penalty if any and other recoveries if any.

b) Payment will be released for the licenses supplied by the bidder after successful installation along with necessary documents of evidence.

c) Payment Authority: General Manager (IT), HMWSSB, Hyderabad.

13.3. Call Registration and Completion:

a) Facilitator will acknowledge each call with a unique call no. which is to be used for reference in future.

b) Completion of calls will be certified by the user.

c) Facilitator will prepare the call service slip in triplicate. This will be signed by the user. One copy will be given to the user, one copy will be furnished to the HMWSSB and the third copy will be retained by Facilitator. Call monitoring software report supported by these documents will be used to work out downtime for penalty calculations. The Software Should be deployed In the HMWSSB Server and penalty calculation should be atomized as per agreement conditions

13. 4. Other Terms and Conditions:

a) The Facilitator shall comply with such directions as the user may issue from time to time for the smooth working and in the furtherance of the overall objective.

b) The Facilitator shall be solely responsible for all acts of omission and commission occasioned by his personnel in carrying out the terms of the agreement.

c) The Facilitator or his personnel shall not use or cause to be used, the data or information provided to him or acquired by him during the process of providing services for any purpose, whatsoever, except for, which is required to perform the job as required in the agreement . Such data or information shall be surrendered to the Department at the expiry of the agreement.

d) In case the Facilitator is not able to rectify any of the problems within 7 working days (treated maximum admissible time achieved) from the complaint lodge date, it shall be competent for the HMWSSB to get the same rectified by the manufacturer or any other suitable agency and recover 125% of the amount incurred by the HMWSSB in the process, from the Facilitator by way of deduction from the quarterly charges payable to the Facilitator or from Performance Security or both.

13.5. Delays in the Service Providers performance

1. Delivery of the services shall be made by the Vendor in accordance with the service quality specified by TSTS in the bid document.


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2. Any delay by the vendor in the performance of its obligations under the contract, shall render the vendor liable to the imposition of liquidated damages at a rate as indicated in bid document.

3. If at any time during performance of the Contract, the Vendor should encounter conditions impending timely performance of services, the Vendor shall promptly notify HMWSSB in writing of the fact of the delay, it’s likely duration and its cause(s). As soon as practicable after receipt of the vendor's notice, HMWSSB shall evaluate the situation and may at its discretion extend the Vendor's time for performance, with or without liquidated damages.

4. If the supply items delayed for every week 1% of the total price will be levied as penalty upto a maximum of 10% of total amount.

13.6. Liquidated damages

If the Vendor fails to perform any one or all the services within the time period(s) specified in the Contract, the HMWSSB shall, without prejudice to its other remedies under the Contract, deduct from the amount payable to vendor or from performance/implementation guarantee or from both as liquidated damages, a sum equivalent to, as per the terms indicated in the bid document, until actual delivery or performance, subject to maximum limit. Once the maximum is reached, the HMWSSB may consider termination of the contract.

13.7. Implementation Guarantee/ Performance Security:

a) Within the number of days indicated in the bid document, from the date of issue of letter of intent from TSTS/ user, Facilitator should submit Security deposit for an amount indicated in the bid document to HMWSSB (Statement of important limits/ values)

b) The proceed of the performance security shall be payable to the HMWSSB as compensation for any loss resulting from the Facilitator's failure to complete its obligations under the contract.

c) The performance security shall be denominated in Indian rupees or in a freely convertible currency acceptable to HMWSSB and shall be in one of the following forms:

d) A bank guarantee or an irrevocable letter of credit, issued by a reputed bank located in India with at least one branch office in Hyderabad, in the form provided in the bidding document or another form acceptable to the HMWSSB ; or

e) A cashier's cheque or banker's certified cheque or crossed demand draft or pay order drawn in favor of the HMWSSB.

f) The performance security will be discharged by the HMWSSB and returned to the Vendor not later than thirty (30) days following the date of completion of all formalities under the contract.

g) In the event of any contract amendment, the vendor shall, within 15 days of receipt of such amendment, furnish the amendment to the performance security, rendering the same valid for the balance duration of the Contract.


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13.8. Termination for Default:

1. HMWSSB, without prejudice to any other remedy available for breach of Contract, may terminate the Agreement in whole or in part, by a 30 days notice in writing to the Facilitator, for any one or all of the following. On such termination, in addition to any other remedy available under the contract, the EMD, Implementation/ performance Security will be liable for forfeiture.

a) If the Facilitator fails to maintain the systems to the minimum assurance quality as per the scope of the work or

b) If the Facilitator fails to provide all or any of the Contracted services as per service standards specified in the Agreement, or

c) If the Facilitator fails to perform any other obligation(s) under the Agreement, or

d) If the Facilitator, in the judgment of the Dept., or TSTS has engaged in corrupt, fraudulent or unethical practices in competing for or in executing the Contract.

2. The TSTS/ HMWSSB shall issue a notice explaining the nature of violations committed by the Facilitator and afford an opportunity to the Facilitator to represent his case, before termination of the agreement.

3. In the event HMWSSB terminates the Agreement in whole or in part, HMWSSB may procure, upon such terms and in such manner as it deems appropriate, services similar to those undelivered, and the Facilitator shall be liable to pay to HMWSSB for any excess costs incurred for procuring such similar services. However, the Facilitator shall continue performance of the Agreement to the extent not terminated.

13.9. Termination for Insolvency:

If the Facilitator becomes bankrupt or otherwise insolvent, HMWSSB may at any time terminate the Contract by giving written notice of 30 days to the Facilitator. In this event, termination will be without compensation to the Facilitator, provided that such termination shall not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to the HMWSSB.

13. 10. Termination for Convenience:

HMWSSB, may, by written notice to the Facilitator, terminate the Contract, in whole or in part, at any time for its convenience. The notice of termination shall specify that the termination is for its convenience, and the extent to which performance of the Facilitator under the Contract is completed.

In such an event, the HMWSSB may elect to pay to the Facilitator, a mutually agreed amount for partially completed services, within 30 days from the date of termination of contract.

13.11 Force Majeure:

a) The Facilitator shall not be liable for forfeiture or levy of Liquidated Damages, or termination for default if and to the extent that its delay in performance or other failure to perform its obligations under the Agreement in the result of Force Majeure.

b) For purposes of this Clause, “Force Majeure” means an unforeseeable event beyond the control of the Facilitator and not involving the Facilitator’s fault or negligence. Such events shall include, but are not restricted to, acts of the TSTS., in its sovereign


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capacity, war or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes.

c) If a Force Majeure situation arises, the Facilitator shall promptly notify the HMWSSB in writing of such condition and the cause thereof. Unless otherwise directed by the HMWSSB in writing, the Facilitator shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performances.

Note: Damage to any system due to Electrical fluctuations will not be covered under this clause.

13.12. Assignment & Sub Contracts:

The Facilitator shall not assign, in whole or in part, its rights and obligations to perform under this Contract to any third party.

13.13. Amendment to the Agreement:

Amendments to the Agreement may be made by mutual agreement by both the parties. No variation in or modification in the terms of Contract shall be made except by written amendment signed by both the parties.

13.14. Applicable Law:

The Agreement shall be interpreted in accordance with appropriate Indian laws.

13. 15. Resolution of Disputes:

a) HMWSSB and the Facilitator shall make every effort to resolve amicably by direct informal negotiations any disagreement or dispute arising between them under or in connection with the Agreement.

b) If, with in thirty (30) days from the commencement of such informal negotiations, parties are unable to resolve dispute amicably, either party may approach for resolution to the formal mechanisms, which may include, but are not restricted to, conciliation mediated by a third party, or in accordance with the Arbitration and Conciliation Act, 1996.

c) All Arbitration proceedings shall be held within the Jurisdiction of Hyderabad (TS) and the language of the arbitration proceedings and that of all documents and communications between the parties shall be in English language.

13. 16. Use of Contract Documents and Information:

a) The Facilitator or its employee shall not without prior written consent from HMWSSB disclose the Agreement or any provision thereof or any specification, plans, drawings, pattern, samples or information furnished by or on behalf of HMWSSB to any party during the contract and thereafter. Disclosure of such information to its employee shall be made in confidence and shall extend only so far, as may be necessary for such performance.

b) The Facilitator shall not without prior written consent of HMWSSB make use of any document or information made available for the project except for purposes of performing the contract and no more.


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c) All project related documents issued by HMWSSB, other than the Agreement itself shall remain the property of HMWSSB, and shall be returned (all copies) to HMWSSB on completion of the Facilitator’s performance under the Agreement, if so required by the HMWSSB.

13.17. Governing Language:

All correspondence and documents pertaining to the Agreement that are exchanged by the parties shall be written in English or Telugu language.

13.18. Notices:

i. Any notice given by one party to the other pursuant to this Agreement shall be sent to the other party in writing or by E-mail, Telegram or facsimile and confirmed in writing to the other party’s address.

ii. A notice shall be effective from the date, when it is delivered or tendered or affixed at a conspicuous place of normal working, whichever is earlier.

13. 19. Indemnification:

TSTS or Govt. will not indemnify for any loss or damages caused to the vendor or it staff in any form during their performance on the project.

13.20. Taxes and Duties:

The vendor shall be entirely responsible for all taxes including service taxes etc. Duties, license fee, Octroi, road permits etc. incurred until delivery of the contracted Goods/ Services at the site of the user or as per the terms of tender document if specifically mentioned. Any increase or decrease in the rates of the applicable taxes, duties or any new levy on account of changes in law shall be paid as per actual.

13.21 Information Security 1. The Service Provider shall not carry and/or transmit any material, information,

layouts, diagrams, storage media or any other goods/material in physical or electronic form, which are proprietary to or owned by TSTS/ HMWSSB Dept, out of premises without prior written permission from the TSTS/ HMWSSB Dept.

2. The Service Provider shall adhere to the Information Security policy developed by the HMWSB Dept.

3. Service Provider acknowledges that Dept business data and other Dept proprietary information or materials, whether developed or being used by Dept pursuant to a license agreement with a third party (the foregoing collectively referred to herein as “proprietary information”) are confidential and proprietary to Dept and Service Provider agrees to use reasonable care to safeguard the proprietary information and to prevent the unauthorized use or disclosure thereof, which care shall not be less than that used by Service Provider to protect its own proprietary information.

4. Service Provider recognizes that the goodwill of TSTS/ HMWSSB depends, among other things, upon Service Provider keeping such proprietary information confidential and that unauthorized disclosure of the same by Service Provider could


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damage TSTS/ Dept and that by reason of Service Provider Agency’s duties hereunder.

5. Service Provider may come into possession of such proprietary information even though Service Provider does not take any direct part in or furnish the services performed for the creation of said proprietary information and shall limit access thereto to employees with a need to such access to perform the services required by this agreement. Service Provider shall use such information only for the purpose of performing the said services.

6. Service Provider shall, upon termination of this agreement for any reason or upon demand by TSTS/ HMWSB Dept, whichever is earliest return any and all information provided to Service Provider by TSTS/ HMWSSB Dept including any copies or reproductions, both hard copy and electronic.

13.22 Indemnity

1. The Service Provider shall execute and furnish to TSTS a Deed of Indemnity in favour of the TSTS in a form and manner acceptable to TSTS, indemnifying TSTS from and against any costs, loss, damages, expense, claims including those from third parties or liabilities of any kind howsoever suffered, arising or incurred inter alia during and after the Contract period out of:

2. Any negligence or wrongful act or omission by the Service Provider Team or any sub-contractor Agency/ third party in connection with or incidental to this Contract; or

3. A breach of any of the terms of the Service Provider Agency’s Bid as agreed, the Tender and this Contract by the Service Provider Agency, the Service Provider Agency’s Team or any sub-Implementation Agency/ third party.

4. The indemnity shall be to the extent of 100% in favour of the TSTS.

13.23 Transportation Transport of the goods to the project site(s) shall be arranged by the vendor at his cost. Transportation time also included in the SLA, Agency should provide necessary transport facility to its staff to resolve the complaint with in SLA.

13.24 Hardware Installation The vendor is responsible for all unpacking, assemblies, mount, installations and connecting to power supplies & patch cables. The vendor will test all hardware operations and accomplish all adjustments necessary for successful and continuous operation of the hardware at all installation sites.

13.25 Incidental services 1. The Vendor may be required to provide any or all the following services, including

additional services:

a. Performance or supervision or maintenance and/or repair of the supplied goods and services, for a period of time agreed by the parties, provided that


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this service shall not relieve the Vendor of any warranty obligations under this Contract, and

b. Training of TSTS and/or its user organization personnel, at the Vendor’s site and / or on-site, in assembly, start-up, operation, maintenance and/or repair of the supplied goods and services.

c. Prices charged by the Vendor for the preceding incidental services, if any, should be indicated separately (if required), and same shall be mutually negotiated separately.

13.26 Exit Management: 1. Exit Management Purpose

This Schedule sets out the provisions, which will apply on expiry or termination of the engagement.

The Parties shall ensure that their respective associated entities carry out their respective obligations set out in this Exit Management Schedule.

2. Transfer of Assets

The Successful Bidder shall be entitled to use the Assets for the duration of the exit management period, which shall be the four month period from the date of expiry of contract, or termination of the SLA.

3. Cooperation and Provision of Information

During the exit management period the Successful Bidder shall allow TSTS/ Dept. access to information reasonably required to define the current mode of operation associated with the provision of the services to enable Dept. to assess the existing services being delivered.

4. Confidential Information, Security and Data

The Successful Bidder shall promptly on the commencement of the exit management period, supply to the Dept the following:

Information relating to the current services rendered and performance data relating to the performance of the services;

Documentation relating to HMWSB Wide Area Network, Project’s Intellectual Property Rights; any other data and confidential information related to HMWSSB

All current and updated Project data as is reasonably required for purposes of the Project or for transitioning of the services to its Replacement Successful Bidder in a readily available format.

All other information (including but not limited to documents, records and agreements) relating to the services reasonably necessary to enable the Dept., or its Replacement Successful Bidder to carry out due diligence in order to transition the provision of the Services to Client or its nominated agencies, or its Replacement Successful Bidder (as the case may be).


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5. Employees

Promptly on reasonable request at any time during the exit management period, the Successful Bidder shall, subject to applicable laws, restraints and regulations (including in particular those relating to privacy) provide to Dept. a list of all employees (with job titles and communication address) of the Successful Bidder, dedicated to providing the services at the commencement of the exit management period;

To the extent that any Transfer Regulation does not apply to any employee of the Service Provider, TSTS or Replacement Successful Bidder may make an offer of employment or contract for services to such employee of the Successful Bidder and the Successful Bidder shall not enforce or impose any contractual provision that would prevent any such employee from being hired by TSTS or any Replacement Service Provider.

6. Rights of Access to Information

At any time during the exit management period, the Successful Bidder will be obliged to provide an access of information to TSTS, and/or any Replacement Successful Bidder in order to make an inventory of the Assets (including hardware / Software / Active / passive), layouts, diagrams, schematics, documentations, manuals, catalogs, archive data, IP addressing, Live data, policy documents or any other material related to TSSCAN Project.

7. Exit Management Plan

The Successful Bidder shall provide TSTS with a recommended exit management plan ("Exit Management Plan") which shall deal with at least the following aspects of exit management in relation to the SLA as a whole and in relation to the Operation and Management SLA and Scope of work definition.

A detailed program of the transfer process that could be used in conjunction with a Replacement Successful Bidder including details of the means to be used to ensure continuing provision of the services throughout the transfer process or until the cessation of the services and of the management structure to be used during the transfer;

Plans for the communication with such of the Service Provider, staff, suppliers, customers and any related third party as are necessary to avoid any material detrimental impact on Project’s operations as a result of undertaking the transfer;

Plans for provision of contingent support to Project and Replacement Successful Bidder for a reasonable period after transfer.

The Successful Bidder shall re-draft the Exit Management Plan annually thereafter to ensure that it is kept relevant and up to date.

Each Exit Management Plan shall be presented by the Successful Bidder to and approved by Dept.

The terms of payment as stated in the Terms of Payment Schedule include the costs of the Successful Bidder complying with its obligations under this Schedule.

In the event of termination or expiry of SLA, Operation and Management SLA or


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Scope of Work each Party shall comply with the Exit Management Plan.

During the exit management period, the Successful Bidder shall use its best efforts to deliver the services.

Payments during the Exit Management period shall be made in accordance with the Terms of Payment Schedule.

This Exit Management plan shall be furnished in writing to Dept within 15 days from the Effective Date of this Agreement.

13.27 Risk Management Service Provider shall at his own expense adopt suitable Risk Management methodology to mitigate all risks assumed by the Service Provider under this Contract. Service Provider shall underwrite all the risk related to its personnel deputed under this Contract as well as equipment and components of the SWAN, procured for the SWAN, equipment, tools and any other belongings of the Service Provider or their personnel during the entire period of their engagement in connection with this Contract and take all essential steps to reduce and mitigate the risk. State Government will have no liability on this account.

13.28 Confidentiality

The SERVICE PROVIDER shall not use any Information (Including but not limited to Data, CCTV records, Biometric Records etc), the name or the logo of TSTS except for the purposes of providing the Service as specified under this contract;

The SERVICE PROVIDER may only disclose Information in the following circumstances: With the prior written consent of HMWSSB

To a member of the Implementation Agency’s Team (“Authorized Person”) if:

The Authorized Person needs the Information for the performance of obligations under this contract;

The Authorized Person is aware it and is obliged to use it only for the performance of obligations under this contract

The Service Provider shall do everything reasonably possible to preserve the confidentiality of the Information including execution of a confidentiality agreement with the members of the sub-contractor Agency and other Service Provider’s team members to the satisfaction of the HMWSSB

The Service Provider shall sign a Non-Disclosure Agreement (NDA) with HMWSSB. The Service Provider Agency, its antecedents and the sub-Implementation Agency shall be bound by the NDA. The Service Provider will be held responsible for any breach of the NDA by its antecedents, delegates or sub-Implementation Agency.

The Service Provider shall notify HMWSSB promptly if it is aware of any disclosure of the Information otherwise than as permitted by this Contract or with the authority of HMWSSB

The Service Provider shall be liable to fully recompense HMWSSB for any loss of revenue arising from breach of confidentiality. HMWSSB reserves the right to adopt legal proceedings, civil or criminal, against the Service Provider in relation to a dispute arising out of breach of obligation by the Service Provider under this clause.


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The Service Provider shall not take away or remove in whatever manner any information on any media like but not limited to Floppy, Digital Drives, CDs. DVDs, email etc. from SWAN without the specific written permission of HMWSSB. Service Provider, if required, shall take specific permission for each such event.

The Service Provider shall not use any information which might have come to its knowledge in whatever manner during the discharge of its obligation under the contract for any purpose except strictly for discharging.


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14.0. Special Conditions of Proposed Contract (SCC) 1. The list of documents to be submitted to HMWSSB is to be provided for processing

payment by HMWSSB.

Invoice

Attendance Sheet of FM personnel (biometric if available)

Assets list

Maintenance report

Call report and SLA exceeded list

Any other reports as prescribed by the department officials.

2. All FM personnel of the service provider will invariably should give their attendance in HMWSSB, Hyderabad (Biometric System)

3. Currently Server of HMWSSB are at SDC for major applications which need to be monitored remotely and co-ordinate with the SDC in case of issues arise due to the server/ network and Data base is the responsibility of the FM team proposed to stationed .

4. In case complaint does not cover under AMC due to problem pertains physical damage , those items should be repaired by the vendor at mutually agreed prices

5. Facilitator should take necessary measures to safe guard the data pertains to HMWSSB ,in case of data lost with the negligence of the resources /facilitator charges for recovery will be levied as penalty

6. For change/ modification of resource prior 30 days intimation should be given to the Department and newly deployed resource should be accepted by the Department and should have necessary qualifications as per tender conditions and necessary KT should be given to the new resource at least for a period of 15 days (Server team Mandatory)

7. Resources removed /resigned from the FM & MS agency should hand over all the required material /password invariably, any violation will treat it as seriously and Necessary penalty will be imposed on the Operator (Service provider).

8. In case absence of resource necessary backup resources should be provided for Server Maintenance team (N/w, windows Admin & DBA) to ensure the services run under 24 *7 *365 days.

9. For back up resource also necessary KT should be given , Service provider should provide the details backup resource incase of absence of onsite resource due emergencies.

10. Facilitator should provide the necessary SLA for each complaint along with escalation details at the time of entering the contract

11. No interest for delayed payments due to disputes etc.

i) It is agreed that the BOARD or it’s General Manager shall not be liable to pay any interest or damage with respect to any moneys or balance which may be in it’s or its Engineer’s or officers' hands owing to dispute or deference or claim or misunderstanding between the BOARD or it’s Engineer or offices on one hand and the Contractor on the other, or with respect to any delay on the part of the


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BOARD or it’s Engineer or officers in making periodical or final payments or in any other respect whatsoever.

ii) It is distinctly understood and agreed between the parties hereto that payment for work already executed by the Contractor is not a condition precedent under this contract for the execution of the remaining work.

12. Resources deployed for the project should not be replaced within 3months period ,for any replacement also agency has to take prior approval for replacement of resource after knowledge transfer for smooth functioning of the project .

13. HMWSSB reserves right to add the services for additional units and the contractor shall carry out the same in accordance with conditions of contract.

14. Time is the essence of the contract, the entire work in all respects shall be completed as specified in the work order.

15. In case of failure in performing the assigned duties, the HMWSSB will carry out the work through its own staff or by appointing a separate agency at the risk & cost of the bidder & the penalty as described in the contract will be recovered from the bidder along with its cost of work carried out

16. In the event of breach of any conditions, the HMWSSB will recover liquidated damages to the extent of 5 % of contract value and by forfeiting the Security Deposits and enter into a separate contract agreement with any other supplier.

17. The bidder shall not be entitled to claim any sort of concession, whatsoever on account of the rise in the prices of the articles in the market due to whatsoever reasons during the period of contract.

18. In case of any disputes, the HMWSSB will settle the disputes as per the existing policy.

19. The contract shall in all respect be constructed for operation as Indian contract and in conformity with Indian Laws and is subject to the Jurisdiction of the Hyderabad Courts only.

20. Bidder should also address the issues relating to business continuity, disaster recover etc.

15.0 Implementation Plan:

1. HMWSSB will give list of assets which are currently maintained by the existing vendor

2. As soon as the agreement is signed, the Service Provider should take over the Maintenance Service Contract (MSC) for all the systems and extend FMS from the same day

3. The Service Provider shall submit the list of authorized personnel being deployed and issue them individual Photo Identity Cards approved by the Department

4. Agency Should deploy the man power to verify the assets if require 5. Daily progress report of taking over of the project to be submitted to the GM(IT),

HMWSSB through email. 6. One Resource should be deployed on site of HMWSSB for daily appraisal of

project status and preparation necessary reports to be engaged from the date of acceptance of Work order.

15.0.1. Maintenance:

1. Designated technical support team along with necessary support number to be


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communicated and maintained during entire contract period

2. Help desk to be worked in all working days from 8 AM to 8 PM

3. The Service Provider should maintain the following Registers at each location.

Attendance Register (Biometric attendance will be considered for the FM personnel)

Call Maintenance Register Spare Parts Maintenance Register Any other Register as prescribed by

4. Repair / replaced parts units will be property of the agency

5. Complaint received and rectified copy should be submitted with invoice for

calculation of penalty

6. Unit installed and not functioning due power off to the unit ,damage to the unit are

to be brought to the notice of department officials and necessary measures to be

taken to the brought it to the working condition.

7. Any additional requirement of units above the agreed quantity should be placed

as per rate finalized in the tender during the entire contract period.

8. At each location, the log to be kept about machine failure including the nature of

failure, date and time of booking the complaint, and when the machine was

made up. This will be recorded and signed by the service engineer of

Service Provider and Department representative. Format for keeping this

record will be as per the log-book

9. If any equipment is withdrawn from any location/ office, then the proportionate

AMC amount (pro rata basis) will be deducted

10. Maintenance of Backup: Back up of the Database and the Application Software

shall be maintained as per the backup policy (every day, weekly, fortnightly,

monthly). One set of back up shall be handed over to the officer nominated by

the Department in proper media under proper acknowledgement. A separate

register shall be maintained for this purpose

15.0.2. Maintenance Call Record (Log-Book):

A record will be kept about machine failure, which shall have the following parameters (Annexure-II):

1. Nature of failure

2. Date and time of booking of the complaint

3. Date and time the machine became operational

4. Downtime


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This record will be recorded and signed by the service engineer of Facilitator and Department representative. The facilitator has to install application software, for call registration, monitoring and calculation of downtime of each call/ system and for generation of necessary periodic up time/down time reports

a. The Operator shall be responsible to maintain asset database of all the equipment/ software procured/ Installed as per ITIL standards under Project.

b. Asset tagging shall be done by the Operator.

c. The details of all assets like hardware, software, peripherals, manuals, media and other related peripherals, etc., shall be maintained by recording information like make, model, configuration details, serial numbers, licensing agreements, warranty, location of installation etc.

d. Record installation and removal of any equipment from the network and inform Department even if it is temporary.

e. Create Software details with information such as Licenses, Version Numbers and Registration Details.

f. Perform software license management, notify to Department on licensing contract renewal and assist them in getting the license renewed.

g. The Service provider shall prepare & maintain the physical asset register for the entire IT, software available at Department Data centre and separate material movement register . Service provider has to take the Quarterly Signup for the asset register from Department designtared officials.

15.0.3. Preventive Maintenance

1. Preventive maintenance shall be carried out for all the IT, Non-IT equipment quarterly and the preventive maintenance reports shall be submitted

2. It shall be responsibility of operator to report any issues found during preventive maintenance to department and recommend resolution to resolve those issues.

3. Preventive maintenance checklist shall be prepared for all the equipment by operator in consultation with Dept. The checklist should also include recommendations by the OEM.

15.0.4. User Satisfaction Surveys a. User satisfaction surveys shall be carried out by the operator half yearly.

b. Operator shall carry out user satisfaction surveys for 50 users for services/ resolution provided on the complaints logged by the users.

c. Service Provider shall prepare templates and questionnaire for User satisfaction surveys in consultation with department

15.0.5 Penalties

a) Delay in providing team as per tender clauses will attract penalty of Rs 10000 per week up to maximum of 5 % of value quoted for particular item/ resource quarter value.


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b) Delay in taking over of maintenance of equipment will attract Rs 10000 per week up-to maximum of 5 % of contract value on attaining the maximum as per department desertion may forfeit the performance Bank guarantee.

c) Beyond permissible down time, 1 % of quarterly maintenance charges per hour or part thereof for the machine which is down or deemed down subject to a maximum of 100% of quarterly maintenance charges, for the machine which is down or deemed down.

d) If facilitator fails to repair the equipment as SLA, department may repair from the third party and charges incurred for this may be deducted from the bills apart from deducting quarterly charges .

e) If facilitator fails to carryout preventive maintenance during the Qtr, 10 % of QMC for that machine shall be levied as penalty.

f) If the problem in the Server/ DB related (both SDC, SCAN and Department) not able to identified resolution or not attended by the PMU resource with in admissible downtime, hourly Rs. 10000 penalty will be levied.

g) Proportionate daily amount shall be deducted for each day absence of facility management staff.

h) The total deduction should not exceed 20% of the quarterly amount.

i) Three consecutive quarterly deductions of more than 20% of the applicable fee on account of any reasons will be deemed to be an event of default and termination.

.


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Bid Letter Form

From: (Registered name and address of the bidder) To: Telangana State Technology Services Ltd., HACA Bhavan, 2nd Floor, Opp. Assembly, Nampally, Hyderabad, Telangana, 500004, India Sir, Having examined the bidding documents, we the undersigned, offer to provide services/ execute the works for the following project in response to your tender call dated.......................

Project title:

We undertake to provide services/execute the above project or its part assigned to us in conformity with the said bidding documents for an estimated sum of Rs ................... (Total bid amount in words and figures) which may vary in accordance with the schedule of prices attached herewith and coverage options made by TSTS or its user organization.

If our bid is accepted, we undertake to;

1. provide services/ execute the work according to the time schedule specified in the bid document,

2. obtain the implementation/ performance guarantee of a bank in accordance with bid requirements for the due performance of the contract, and

3. Agree to abide by the bid conditions, including pre-bid meeting minutes if any, which remain binding upon us during the entire bid validity period and bid may be accepted any time before the expiration of that period.

Place: Date:

Bidder’s Signature and Seal


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Model Contract Form

THIS AGREEMENT made the ....... day of................. (year). (Hereinafter "the USER") of one part and............... (Name of Vendor) of ................ (City and Country of Vendor) (Hereinafter "the Vendor") of the other part: WHEREAS the USER is desirous that certain solution, service and materials, as described in the bid document and briefly outlined below, should be provided by the Vendor. Date of tender call:

Title of the project:

Brief outline of the work:

NOW THIS AGREEMENT WITNESSETH AS FOLLOWS: In this agreement words and expression shall have the same meanings as are respectively assigned to them in the bid document referred to. The following documents shall be deemed to form and be read and construed as part of this Agreement, viz.

a. Notification of Award, b. Clarification on bid document issued if any, c. Bid submitted by successful bidder d. pre - bid conference minutes if any, e. bid documents

In consideration of the payments to be made by the USER to the Vendor as hereinafter mentioned, the Vendor hereby covenants with the USER to provide the goods and services (solution, service and materials) and to remedy defects therein in conformity, in all respects, with the provisions of the contract. The USER hereby covenants to pay the Vendor in consideration of the provision of the goods and services and the remedying of defects therein, the contract price or such other sum as may become payable under the provisions of the contract at the times and in the manner prescribed by the contract. Brief particulars of the goods and services which shall be supplied/ provided by the Vendor are given in Annexure. IN WITNESS whereof the parties hereto have caused this Agreement to be executed in accordance with their respective laws the day and year above written. Signed, and delivered by for the Vendor. Vendor’s common seal: Place Date:

Signed, and delivered by For Place: Date:

In the presence of:


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TSTS Ref. No: .....

Bid Security (EMD) Form

(To be issued by a bank scheduled in India as having at least one branch in Hyderabad) Whereas...................................... (Herein after called "the Bidder") has submitted its bid dated ......(Date). For the execution of........................ (Herein after called "the Bid") KNOW ALL MEN by these presents that WE ................... of ........................ having our registered office at........................ (hereinafter called the "Bank") are bound unto the Telangana State Technology Service Ltd. (hereinafter called "The TSTS") in the sum of ................ for which payment well and truly to be made to the said TSTS itself, its successors and assignees by these presents. The conditions of this obligation are:

1. If the bidder withdraws its bid during the period of bid validity or 2. If the bidder, having been notified of the acceptance of its bid by the TSTS during the

period of bid validity: i. fails or refuses to execute the contract form if required; or

ii. fails or refuses to furnish the performance security, in accordance with the bid requirement;

We undertake to pay the TSTS up to the above amount upon receipt of its first written demand, without the TSTS having to substantiate its demand, provided that in its demand the TSTS will note that the amount claimed by it is due to it, owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force up to and including 45 days after the period of the bid validity, and any demand in respect thereof should reach the Bank not later than the above date. Place: Date:

Signature of the Bank and Seal


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TSTS Ref. No......

Performance Security Form

(To be issued by a bank scheduled in India and having at least one branch in Hyderabad) To: ............................ (Name of USER) WHEREAS............................. (Name of Vendor) hereinafter called “the Vendor" has undertaken, in pursuance of Contract No......... Dated ,........ (Date), to supply .................. called "the Contract". AND WHEREAS it has been stipulated by you in the said Contract that the Vendor shall furnish you with a Bank Guarantee by a recognized bank for the sum specified therein as security for compliance with the Supplier's performance obligations in accordance with the Contract. WHEREAS we have agreed to give the Vendor a Guarantee: THEREFORE WE hereby affirm that we are Guarantors and responsible to you, on behalf of the Vendor, up to a total of Rs. .....................and we undertake to pay you, upon your first written demand declaring the Vendor to be in default under the Contract and without cavil or argument, any sum or sums within the limit of Rs............... (Amount of Guarantee) as aforesaid, without your needing to prove or to show grounds or reasons for your demand or the sum specified therein. This guarantee is valid until the ......... day of ........ (Date) Place: Date:

Signature of Guarantors and Seal


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Form-P1 - Bidder Information

1 Name of the Organization

2 Year of establishment

3 Registered Office Address

4 Phone No.

5 Fax No.

6 Email

7 Contact person details with Phone no.

8 Total No. of branch offices in Telangana.

9 Total Support engineers at:

a At Head office (No.)

b At branch offices (No.)

10 Whether Manufacturer? If Yes, Provide relevant documents

11 Whether authorized dealer/ Service Provider? If Yes, Provide relevant documents

12 Details of EMD furnished

13 Details of certificates enclosed

Relevant supporting documents for the above information to be submitted. Place & Date Bidder’s signature and Seal


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Form - P2

Turnover details of Company in FMS and Maintenance

S. No. Description Financial Year Amount (Rs. in Lakhs)

1 2015-2016

2 2016-2017

3 2017-2018

Form - P3

List of Major Clients under FMS and Maintenance Services for

the FY: 2015-16, 2016-17 & 2017-18

S. No. Client Name

Full Address

Year Description of Service

Value of Service (Rs. in Lakhs)


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Form - P4

Declaration Regarding Clean Track Record

(to be submitted along with Pre-Qualification bid) To, The Managing Director, Telangana State Technology Services Limited, 2nd Floor, HACA Bhavan, Opp. Assembly, Nampally, Hyderabad, 500004, Telangana, India Sir, I have carefully gone through the Terms & Conditions contained in the tender document [No._________________]. I hereby declare that my company/ Consortium Partners has not been debarred/ black listed as on Bid calling date by any Central or State Government / Quasi Government Departments or Organizations in India for non-satisfactory past performance, corrupt, fraudulent or any other unethical business practices. I further certify that I am competent officer in my company to make this declaration. Yours faithfully, (Signature of the Bidder) Printed Name: Designation: Seal: Date: Business Address:


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Form-P5 – Bidder’s experience in similar Projects

Place: Date: Bidder’s Signature and Seal

The bidder shall be a Company engaged in offering networking solutions, O&M for big WANs etc, or dealing with Information & Communication technologies providing Networking services. The bidder must have successfully undertaken any one of the following: 1.Two projects with Successful implementation or maintenance of Wide Area Network consisting of switches/ routers/ network components having minimum 150 separate office locations each (Separate locations implies different cities, towns or villages) for Central government (GoI) / Scheduled Banks / State Governments / PSUs or large Private Organizations (Implementation/ Maintenance within own organization shall not be considered) - in any of the last 3 financial years in India (2015-16, 2016-17, 2017-18)

(or) 2.Three projects with successful implementation or maintenance of wide area network consisting of switches/ routers/ network components having minimum 100 separate office locations each (Separate locations implies different cities, towns or villages) for Central government (GoI) / Scheduled Banks / State Governments / PSUs or large Private Organizations (Implementation/ Maintenance within own organization shall not be considered) - in any of the last 3 financial years in India (2015-16, 2016-17, 2017-18) Note: Submit Work Order/ Contract Extract indicating the scope of work and number of WAN nodes covered. Use the below table for details of each project experience being submitted. Do not submit more than 5 project experiences, if more than 5 project experiences are submitted, only the first 5 project experiences would be considered for evaluation. The Bidder shall submit a self declaration for successful completion/ work in progress for the project.

Details Description

Name of the Project

Project Start Date

Project End Date

Name of the City/ State (Client)

Address of the client

Contact details of the client with Phone No. and eMail-ID

Scope of Work of the Project

Number of locations Installed/ Maintained as part of the project

Work order and Satisfactory performance certificate/ Project completion certificate from the client indicating the number of locations covered.

Yes/ No


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Form-P6 – Bidder’s Net worth (Certified by Statutory Auditors/ CA) The bidder should have an average annual turnover of Rs. 100 Crores or above in the last three financial years of 2015-16, 2016-17, 2017-18 from IT/ ITE Services/ ICT/ Telecommunications/ Networking/ VC Projects.

Description FY 2015-16 FY 2016-17 FY 2017-18

Turnover (in INR Crores)

Profit Before Tax

(in INR Crores)

Net Worth of Company Place: Date: Bidder’s Signature and Seal

Form-P7 – Office in Telangana

The bidder should have atleast one office in Telangana. (Billing/ Invoice should be done from any of these offices located in Telangana only - The bidder shall have GST number allotted in Telangana and billing shall be from Telangana office only)

In case bidder has no presence in Telangana, the bidder shall furnish an undertaking that an office shall be opened in Telangana, with sufficient personnel within 1 month of signing of contract.

S. No.

Full Address details of office in Telangana

Contact Person with Phone No.

No. of Support Engineers



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Form-P8 - Declaration for Dedicated Resource Deployment To, The Managing Director Telangana State Technology Services Limited, 2nd Floor, HACA Bhavan, Opp. Assembly, Nampally, Hyderabad, Telangana, 500004, India Sir, I have carefully gone through the Terms & Conditions contained in the RFP Document [No._________________]. I confirm that we will provide the best of our resources and the resources proposed by us will be dedicated to HMWSSB project duly meeting to the criteria mentioned in this RFP. Further, we also confirm that TSTS/ HMWSSB may interview the key resources proposed by us and confirm their acceptability. In any event if a resource is found unfit by TSTS/ HMWSSB we agree to change the same and provide TSTS/ HMWSSB with a replacement within reasonable time so as to not affect the services/ project timelines. Further, this team deployed will be reporting to HMWSSB identified SPOC for all day to day activities and reporting. I further certify that I am competent officer in my company to make this declaration. Yours faithfully, (Signature of the Bidder) Printed Name: Designation: Seal: Date: Business Address:


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Form - T1

Compliance/ Agreed/ Enclosed/ Deviation Statement

The following are the particulars of compliance/ deviations from the requirements of the tender specifications. (For every item appropriate remarks should be made like Complied, No deviation, Agreed, Enclosed)

S. No. Bid Document Reference Remarks 1 Form P1 - Bidder Information

2 Form P2 - Turnover Details

3 Form P3 - Major Clients

4 Form P4 - Clean Track Record

5 Form P5 - Experience in Projects

6 Form P6 - Bidders Net worth

7 Form P7 - Office in Telangana

8 Form P8 - Dedicated Resources

9 Form T1 - Compliance/ Agreed/ Enclosed/ Deviation

Statement

10 Form T2 - Details FMS Personnel

11 Form T3 - Major Projects

12 Form T4 - Project Experiences

13 Form T5 - Turnover Details

14 Form F1 - AMC Charges

15 Form F2 - Manpower Charges

16 Form F3 - Total Project Value

17 Pre-Qualification Criteria

18 Technical Specifications

19 Financial Bid format

20 General Instruction to Bidders

21 Standard Procedure for Bid Evaluation

22 General Condition of Proposed Contract (GCC)

23 Special Condition of Proposed Contract (SCC)

The specifications and conditions furnished in the bidding document shall prevail over those of any other document forming a part of our bid, except only to the extent of deviations furnished in this statement. Place: Bidder’s Signature Date: Bidder’s Seal


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Form - T2

Particulars of Personnel Proposed for FMS

S. No

Employee Name

Whether person is internal or external

Qualification

Designation Total Experience

Experience with

the bidder

Certificates

if any

Note: Enclose C.V. in support of above claim. The bidder should submit the particulars of all personnel proposed for FMS (100%) along with CVs. Whenever there is a change of manpower, facilitator has to inform in writing with all the details of the leaving person at least 15 days in advance. The change / replacement are allowed with the person of equivalent or higher qualification and experience mentioned in RFP with the concurrence of the department.

Form - T3

List of Major Projects under FMS and Maintenance Services for the FY: 2015-16, 2016-17 & 2017-18

S. No.

Full Address Year Description of

Service Value of service (Rs. In Lakhs)


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Form-T4 – Project Experiences


Single largest network operated by bidder including installation/ maintenance of switches/ routers/ network devices in any of the last 3 years (2015-16, 2016-17, 2017-18) at separate office locations (Separate locations implies different cities, towns or villages) for Central government (GoI) / Scheduled Banks / State Governments / PSUs or large Private Organizations (Implementation/ Maintenance within own organization shall not be considered)

Note: Submit Work Order/Contract Extract indicating the scope of work and number of WAN nodes covered. Use the below table for details of each project experience being submitted. Do not submit more than 3 project experiences, if more than 3 project experiences are submitted, only the first 3 project experiences would be considered for evaluation. The Bidder shall submit a self declaration for successful completion/ work in progress for the project.

Details Description

Name of the Project

Project Start Date

Project End Date

Name of the City/ State (Client)

Address of the client

Contact details of the client with Phone No. and eMail-ID

Scope of Work of the Project

Number of locations Installed/ Maintained as part of the project

Work order and Satisfactory performance certificate/ Project completion certificate from the client indicating the number of WAN nodes covered.

Yes/ No


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Form-T5 – Turnover Details

Average Annual Turnover of the company from IT/ ITE Services/ ICT/ Tele- Communications/ Networking/ VC Projects & services in the last 3 Financial Years ending 31st March, 2018 by bidder.

Description FY 2015-16 FY 2016-17 2017-18

Turnover (in INR Crores)

Profit Before Tax (in INR Crores)

Place:

Date: Bidder’s signature and seal


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Commercial Forms

Form - F1 (AMC Charges)

S. No

Item Value (Rs.)

No. Total Value (Rs.)

Total QMC (Rs.) QMC as % of Value per

Unit

During Warranty

After Warranty

During warranty

After warranty

Total Charges per Quarter (in Rs.)

Total Charges per Annum (in Rs.)

Total AMC for 2 years (in Rs.)

(In words: Rs. __________________________________________________________ _____________________________ ) Note:

1. Bidder has to give the QMC cost for the equipment under warranty. 2. Any increase or decrease in the rates of the applicable taxes, duties or any new

levy on account of changes in law shall be paid as per actual.

Signature of the Bidder with Seal


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Form - F2 (Manpower Charges)

Staff Position Quarterly Cost

(Rs.) Number Total Quarterly Cost

(Rs.)

Total Charges per Quarter (in Rs.)

Total Charges per Annum (in Rs.)

Total Manpower Charges for 2 Years (in Rs.)

(In words: Rs. ________________________________________________________ _____________________________ ) Note:

1. Bidders has to give the QMC cost for the equipment under warranty. 2. Any increase or decrease in the rates of the applicable taxes, duties or any new

levy on account of changes in law shall be paid as per actual.

Signature of the Bidder with Seal

Form - F3 (Total Project Value)

S. No.

Description Total Cost

(Inclusive of taxes) (Rs.)

1 Total AMC Charges for 2 years – Form F1

2 Total Manpower Charges for 2 years – Form F2

3 Total Project Value for 2 years (in Rs.)

Total Project Value in Words: ____________________________________ ____________________________________________________________


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ANNEXURE-I

Items (Out of Warranty) of HMWSSB, Hyderabad

S. No.

Make Model Qty.

Unit Estimated

Asset Value (in Rs.)

Total Estimated


a) SERVERS 1 IBM IBM X3650 6 190000 1140000 2 HP HP Proliant ML10 V2 1 162310 162310 3 DELL DELL OPTIPLEX 3020 1 34500 34500 4 DELL DELL OPTIPLEX 7040 1 -- 0 Total Assets Value (in Rs.) 9 1336810

b) SWITCHES 1 Cisco Cisco WS-C3560x-24t-S 1 188150 188150 2 Cisco Cisco WS-3750X-24T-S 2 266250 532500 3 Cisco Cisco WS-3750X-48T-S 2 471795 943590 4 Cisco Cisco WS-2960X-24TS-L 12 134545 1614540 5 Cisco Cisco 1800 Router 4 100000 400000 6 Cisco Catalyst Express 500 Series 24 17 40000 680000 7 Cisco Cisco SG-300 28 PORT 8 15000 120000 8 RUCKUS RUCKUS RF MODEM 2 150000 300000 Total Assets Value (in Rs.) 48 4778780

c) SYSTEMS/ DESKTOPS 1 ACER Acer Veriton 111 31000 3441000 2 Apple Apple MAC 1 91400 91400 3 ASS Assembled 20 20000 400000 4 ASS ZEBLON 5 19900 99500 5 ASS Frontech 1 20000 20000 6 ASS Intex 1 20000 20000 7 ASS MERCURY 1 20000 20000 8 ASS Zebronic 1 20000 20000 9 ASS CPMPAQ PRESARIO 4 20000 80000

10 ASS ASSEMBLED I3 1 20000 20000 11 ASS COMPAQ I3 3 20000 60000 12 DELL DELL OPTIPLEX 7040 130 0 13 DELL DELL OPTIPLEX 7050 1 94800 94800 14 DELL Dell OPTIPLEX 3010 11 42250 464750 15 DELL DELL INSPIRON3647 9 33000 297000 16 DELL Dell Optiplex 9010 11 39245 431695 17 DELL DELL VOSTRO3800 13 44000 572000 18 DELL DELL OPTIPLEX 360 11 35000 385000 19 DELL DELL VOSTRO 3668 1 44000 44000 20 DELL Dell Optiplex 390 10 35990 359900 21 DELL Dell Vostro 270s 13 32550 423150 22 DELL DELL OPTIPLEX 3040 2 37000 74000


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S. No.

Make Model Qty.

Unit Estimated


Total Estimated


23 DELL dell all in one 5 47900 239500 24 DELL Dell Optiplex 9020 18 35266 634788 25 DELL DEL OPTIPLEX 330 33 34000 1122000 26 DELL DELL INSPRON 560S 1 56000 56000 27 DELL DELL INSPRIEON 660S 1 56000 56000 28 DELL Dell Inspiron 3470 1 56000 56000 29 DELL DELL VOSTRO 230s 9 30000 270000 30 DELL DELL VOSTRO 260s 3 35000 105000 31 DELL DELL VOSTRO 3050 1 50150 50150 32 DELL DELL VOSTRO 3470 8 43070 344560 33 DELL DELL Optiplex 3020 25 34500 862500 34 DELL Dell Vostro 3268 1 51920 51920 36 DELL Dell Inc. Inspiron One 2020(AIO) 3 51000 153000 37 DELL DELL VOSTRO 3902 3 25000 75000 38 DELL Dell Inspiron3252 1 30000 30000 39 DELL Dell vostro3250 1 33000 33000 43 HCL HCL 18 30275 544950 44 HP Compaq 9 20000 180000 45 HP HP 280 G1 MT 100 39200 3920000 46 HP hp pavilion p6 1 35500 35500 47 HP hp pro6300 1 27357 27357 48 HP HP Pro 3090 MT 57 27357 1559349 49 HP HP DX 5150 MT 1 25000 25000 50 HP HP Compaq Elite8300 1 25000 25000 51 HP HP Compaq 7480 1 25000 25000 52 HP HP AIO 2 35500 71000 53 HP HP TOUCH SMART 1 86500 86500

55 HP HP-Pavilionp010Touch Screen All In One Desktop 1 72765 72765

56 HP HP 25' LED MONITOR 1 18500 18500 57 Lenovo Lenovo All in one 1 88200 88200 58 Lenovo Lenovo I3 9 41150 370350 59 LG 24'' DISPLAYS 6 16540 99240 60 Wipro Wipro 120 28000 3360000

Total Assets Value (in Rs.) 805 22066324 d) Laptops

1 HP HP 2230 Tx 3 LAPTOP 1 39500 39500 2 HP Hp Envy 41113tu Intel 3rd gene i5 1 75495 75495 3 HP HP G6213 intel3rd generation 1 43995 43995 4 DELL Dell Latitude 3540 Laptop 1 48650 48650 5 DELL Dell Insp Laptop(3543) 1 58500 58500 6 DELL Dell Latitude 3550 Laptop 1 55650 55650 7 DELL Dell Latitude 3550 Laptop 1 62475 62475 8 DELL DELL INSPIRON 7548,I7 1 97850 97850 9 DELL Dell Inspiron i5, 5000 laptop 1 75600 75600


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S. No.

Make Model Qty.

Unit Estimated


Total Estimated


10 DELL Dell Inspiron i5, 5000 laptop 1 75600 75600 11 DELL DELL INSPIRON 3567 LAPTOP 1 82482 82482 12 Lenovo LENOVOB4080 3 27500 82500 13 Lenovo LENOVOB4080 3 27500 82500 14 Lenovo Lenovo Laptop 510,I5 1 70875 70875 15 DELL DELL i7, 5567 LAPTOP 1 78225 78225 16 DELL 1 0 17 HP HP14BF17TX LAPTOP 1 96760 96760

Total Assets Value (in Rs.) 21 1126657 e) Printers

1 BRO BROTHER PRINTER 4 8000 32000 2 Canon Cannon 3300 54 11000 594000 3 Canon Cannon LBp 6200dn/6230/6240 103 12000 1236000 4 Canon Canon MF4820dN 2 17995 35990 5 Canon Cannon LBP 2900B 55 6500 357500 6 Canon CANNON MF3010 8 8863 70904 7 Canon Canon MF 226 DN 2 20300 40600 8 Canon Canon LBP 8780 A3 LJ PRINTER 1 148680 148680 9 Canon Canon L11121E 1 11500 11500

10 Canon CANNON MF2570S 2 7000 14000 11 Canon Canon image class MF4412 1 18000 18000 12 Canon Canon Imageclass MF 4320D 1 18000 18000 13 Canon Canon IMAGE CLASS MF4750 1 18000 18000 14 Canon CANONMG 2577S 1 7000 7000 15 Canon Canon CLASS MF244DW 1 18000 18000 16 Epson Epson LA-310/LX 310 11 10000 110000 17

Epson Epson L1800A3 COLOR PRINTER 1 37759 37759

18 Epson

Epson A3, L1300COLOR PRINTER 3 26460 79380

19 Epson

Epson AIO L655 COLR PRINTER 3 29768 89304

20 Epson Epson L210 1 11000 11000 21 Epson Epson L380 1 13000 13000 22 HP HP LASERJET PRO 200 M25

ColOR 1 27195 27195 23 HP HP Lj Pro MFP128 1 15500 15500 24 HP HP COLOR LJ M177 FW AIO 1 41300 41300 25 HP HP 1015 7 19850 138950 26 HP Hp 1022 27 8000 216000 27 HP HP LJ 1020+/1020 90 8000 720000 28 HP HPLJ 2055 1 23000 23000 29 HP HP OFFICE JET 6500A 2 6000 12000 30 HP HP 226DN 1 17000 17000 31 HP HP1108 7 9000 63000


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S. No.

Make Model Qty.

Unit Estimated


Total Estimated


32 HP HP1136 25 13000 325000 33 HP Hp 1007 3 9000 27000 34 HP Hp 1005 8 9000 72000 35 HP hp color Laserjet cp 1515n 1 22000 22000 36 HP Hp 3050 1 30000 30000 37 HP hp 1536 dnf 2 17000 34000 38 HP Hp P1106 2 9000 18000 39 HP Hp LJ 2055 1 20000 20000 40 HP Hp Office Jet 6500A 1 10500 10500 41 HP Hp DeskJet 1050 1 6000 6000 42 HP hp scan jet g3110 0 6000 0 43 HP hp Laserjet p1606dn 1 18000 18000 44 HP hp DeskJet 3545 1 6000 6000 45 HP HP LASERJET M1213NF MFP 1 16000 16000 46 HP HP LJ PRO 100 COLOR MFP

M175A AIO 2 39000

78000 47 HP HP OFFICEJET PRO 8610 AIO 1 22000 22000 48 HP hp deskjet2131 1 6000 6000 49

HP HP Color LJ Wireless CP1025NW color 2 21000 42000

50 HP

HP COLOR LJ MFP M477COPIER AND FAX 1 96390 96390

51 HP HP 176N MFD 2 39000 78000 52 HP HP LJ M126 3 18000 54000 53 HP Hp LaserJet M203PCL6 2 16000 32000 54 HP HP 7110 1 23000 23000 55 HP HP DESKJET GT 5810 1 6000 6000 56 HP HP LASER JET PRO M203D 1 13000 13000 57 HP HP Laserjet M1319f MFP 1 18000 18000 58 HP HP 2600DN 1 20000 20000 59 HP HP LJ 1215 1 9000 9000 60 Ricoh Ricoh 54 8265 446310 61 Samsung Samsung ML-3310D 1 40000 40000 62 Samsung Samsung-ML-1666 1 9000 9000 63 Samsung Samsung-SCX-3401 4 9000 36000 64 Samsung Samsung m2760d 1 26000 26000 65 TVS TVS 900 3 10000 30000 66 TVS TVS MSP 240/255 14 12000 168000 67 TVS TVS 136 COLOMN DOT MATRIX 1 17000 17000 68 XEROX XEROX 3225 WORK CENTRE 1 26000 26000

Total Assets Value (in Rs.) 543 6134762 f) Scanners

1 Canon DR-C225 4 24950 99800 2 Canon DR-C130 42 16250 682500 3 Canon DRC-130DR 1 44700 44700


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S. No.

Make Model Qty.

Unit Estimated


Total Estimated


4 Canon Canon DR-M 1060 A3/A4 2 203200 406400 5 PlusTek Plustek 286 4 33000 132000

Total Assets Value (in Rs.) 53 1365400 g) Tabs

1 Samsung Samsung Galaxy Tab S2 2 49875 99750 2 Apple Apple IPAD AIR2 1 57855 57855 3 Samsung Samsung Galaxy Tab S2 2 48700 97400 4 Samsung Samsung Galaxy Tab S2 2 48700 97400 5 Samsung Samsung Galaxy Tab S2 2 49350 98700 6 Samsung Samsung Galaxy Tab S2 2 49500 99000 7 Samsung Samsung Galaxy Tab S3 2 49800 99600 8 Samsung Samsung Galaxy Tab S3 1 63130 63130 9 Samsung Samsung Galaxy Tab S3 1 49450 49450

10 Apple Apple IPAD AIR2 1 51450 51450 11 Apple Apple IPAD AIR2 1 57540 57540 12 Apple Apple IPAD AIR2 1 57540 57540 13 Samsung Samsung Galaxy Tab S2 1 46725 46725 14 Samsung Samsung Galaxy Tab S2 2 48825 97650 15 Samsung Samsung Galaxy Tab S2 2 48300 96600 16 Samsung Samsung Galaxy Tab S2 2 48825 97650 17 Samsung Samsung Galaxy Tab S2 2 48300 96600 18 Samsung Samsung Galaxy Tab S2 2 48300 96600 19 Samsung Samsung Galaxy Tab S2 1 41000 41000 20 Samsung Samsung Galaxy Tab S2 2 49350 98700 21 Samsung Samsung Galaxy Tab S3 1 58408 58408

Total Assets Value (in Rs.) 33 1658748 h) UPS

1 Powertech 20KVA-Powertech 1 140000 140000 2 Powertech 10KVA-Powertech 2 70000 140000 3 Powertech 3KVA-Powertech 4 72000 288000 4 Powertech 2KVA-Powertech 3 18000 54000 5 Powerone 2KVA-POWERONE 1 18000 18000 6 APC APC-3KVA 5 44000 220000 7 APC APC-2KVA 12 20000 240000 8 APC 10KVA-APC 2 290817 581634 9 Emerson Tata Liebert Emerason 10KVA 1 250000 250000

10 Emerson Emerson-20KVA 1 140000 140000 11 Emerson Tata Liebert Emerason -1KVA 3 8000 24000 12 AARBEE AAR BEE 20KVA UPS 3 165593 496779 13 SU-KAM SUKAM-2KVA 1 18750 18750 14 SU-KAM SUKAM-3.5KVA 1 30000 30000 15 SU-KAM SUKAM-3KVA 1 25000 25000

Total Assets Value (in Rs.) 41 2666163 Grand Total - Assets Value (in Rs.) 1553 41133644


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ANNEXURE-II

Items (Under Warranty) for HMWSSB, Hyderabad

S. No.

Make Model Qty. Price

(in Rs.) Total Price

(in Rs.) DOE

a) Systems/ Desktops - Under Waranty

1 DELL DELL OPTIPLEX 7040 1 55600 55600 22.11.2019







8 DELL DELL VOSTRO 3268 3 51920 155760 26.04.2021


10 DELL

DELL OPTIPLEX 5050 MT 1 73562 73562 07.10.2021

11 HP HP PRO G1 2 39900 79800 02.12.2021

12 DELL DELL VOSTRO 3470 1 43070 43070 11.02.2022

13 HP HP PRO G1 1 47519.78 47519.78 27.01.2022

14 DELL DELL VOSTRO 3470 3 40225 120675 31.05.2022


Total Assets Value (in Rs.) 48 2113136.78 b) Printers - Under Waranty

1 Canon Canon LBP 6230 4 14000 56000 11.02.2020

2 Canon Canon LBP 6230 3 11150 33450 31.05.2020

3 HP HP LJ 1136 1 13100 13100 27.01.2020

4 Epson ESPON 6160 1 24000 24000 07.10.2019

Total Assets Value (in Rs.) 9 126550 c) Scanners - Under Waranty

1 Canon DR-C130 3 27050 81150 31.05.2020

Total Assets Value (in Rs.) 3 81150

Grand Total - Assets Value (in Rs.)

60 2320836.78


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Annexure-III

Model Call Reports

S. No. Description Remarks

1 Problem reported by

2 Call reporting date and time

3 Problem Description

4 Call attended date and time

5 Call status

6 Call closing date and time

7 Remarks of engineer

8 Remarks of Department officials

9 Final Call status


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Annexure-IV

Duties of Facility Management Staff Description of Duties

Database Administrator

1. Installing and Upgrading Oracle Server.

2. Migrate across the OS platforms (Windows to Windows, Windows to AIX)

3. Managing Physical and Logical Structure of Database.

4. Implemented and enforcing Database Security, by implementing auditing on database. 5. Plan and Implement Backup and Recovery strategy.

6. Developed and scheduled scripts to automate backups.

7. Recovery of accidentally dropped tables. Reorganization of tables and indexes. 8. Managing table spaces issues like creating, adding space etc.

9. Managing Control files like tracing to physical locations and tracing backups to overcome time base recovery. 10. Monitoring CPU utilization with performance hitting process.

11. Generating stats pack report to monitor the performance, and takes the steps to improve the performance of the database. 12. Taking necessary steps to resolve the problems like busy buffer waits, scattered reads and sequential reads. 13. Check Alert Log file for any errors and taken the steps to resolve them.

14. Monitoring events such as table space full and Database up and down.

15. Rebuilding the indexes to avoid the fragmentations after continues updating. 16. User maintenance like creating users, changing the password granting the roles, privileges etc. 17. Providing test database to application people to develop and test there applications by frequently refresh it with production database. 18. Monitoring the Month end activity (Which is scheduled to execute at last night of every month) to complete successfully. 19. Gathering statistics at non working hours to improve the performance.

20. Scheduled scripts to get alerts on mobile like status of backup, any errors in alert log file. 21. Taking backup of cold backup, archives and control file on ex boot (Storage device). 22. Installing oracle software and configuring network connectivity for the applications at application servers. 23. For new applications creating users and providing the required structure. 24. Checking the mount points at OS level to check space issues.

25. Compressing archive files before taking the backup to reduce the required space. 26. Mounting folders of windows server on Aix box for uploading the revenue files in production database. 27. Upgrade test server from oracle9i to oracle10g to test the applications on 10g before upgrading production database.


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28. Checking the background process creating by the application with LOCAL=NO to avoid creation of defunct process at Aix box. 29. Scheduling and monitoring dsmc scheduler to move the backup every night.

Description of Duties

Server Administrator

WINDOWS ACTIVITIES:

1. Installing, configuring, the windows 2003 and windows 2000 servers.

2. Installing, configuring ADS, DNS, DHCP servers.

3. Migrating DC, ADC, DNS, DHCP from standalone servers to rack IBM X-3650. 4. Check the both DC and ADC server’s status and event logs.

5. Installing and configuring the ISA 2000.

6. Publish the website and mail server.

7. Check the proxy utilization.

8. Installing, configuring the MacAfee Antivirus and schedule daily updates for all clients and all servers. 9. Schedule updates for antivirus server.

10. Check All SQL 2005 servers services and schedule sql backups.

11. Schedule DC, ADC, EXCHANGE servers backup.

12. Schedule file servers backup.

13. Daily Check all the servers backup status.

14. Creating mail ID’s for new mail users on exchange.

15. Creating and resetting the user passwords.

16. Applying new group policies for clients.

17. Configuring remote and routing access for ELOAD application Servers.

18. Installing and configuring IIS for Co-options applications.

19. Installing and configuring terminal servers for remote clients.

20. Installing and configuring Ex server for accounts.

21. Creating ex user name, password and assigning permissions as per user requirement. 22. Monitor the network traffic on router.

23. Check all the applications status like cash counter, revenue, mcc, mis.

24. Check the Eload services on both tanker and collection applications

25. Installing and configuring WSUS and checking updates and deploy required updates for all windows servers as well as all desktops.


FM/ Network Engineers

1. Daily check the network related issues.

2. Implementing, monitoring and maintenance of local and wide area networks that typically link to numerous computer platforms 3. Installation, configuration, administration and troubleshooting of LAN/ WAN infrastructure. 4. Monitoring of Cisco Routers/ Switches/ Firewall


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5. Troubleshooting Customer specific Networks issues.

6.Trouble shooting of Lines connected to various locations of HMWSSB 7. Installing and configuring VPN connections at section offices. 8.Cordinating with BSNL in trouble shooting the Optical Fiber issues

9.Trouble shooting and configuring channelized E1 circuits

10. Giving proper guidance for Upgrading network.

11. Coordinating with ISP providers in commissioning of new lines

12.Configuring port allocations in the Firewall

13. Install, configure, maintain, and troubleshoot network equipment such as switches and cables 14.Verify that peripherals are working properly, Quickly arrange repair for hardware in occasion of hardware failure


Desktop Engineers

1. Assisting office workers with their computer desktop systems 2. Providing computer support services both for software and hardware for an organization’s employees 3. Testing of computers and ensuring that computer systems are functioning properly. 4. Physical setting up of computers and software system installation for various computer applications and programs 5. Identifying and solving any problems that affect computer operating systems 6. Discussing with individual staff members who work on the computers what the problems is in order to figure out how to help solve the problem. Individual assessments of computer systems to identify the problem(s) 7. Help in examination of network servers equipment and maintenance 8. Maintenance of networking systems 9. Maintenance and upgrading of computer systems or offering recommendations on upgrades needed 10. Networking and connecting computers within the same organization to enhance communication 11. Training staff and orienting them on how to use computer hardware and software systems 12. Troubleshooting routine problems and maintenance of servers 13. Carrying out other duties as you may be requested by management 14. Maintaining other computer peripheral devices such as printers and solving printing problems if they arise


1. Perform a wide range of network administration duties including installations, debugging, maintenance, upgrades, and general support for Cisco, Firewall and other network equipment.

2. Evaluate, test, and deploy all software and hardware upgrades to the networking infrastructure.

3. Deployment and configuration such as routing protocols, routing tables and VLAN implementation and deployment of core and peripheral network devices.


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Network Admin

4. Proactive monitoring of all network devices, services, and servers using a combination of tools to ensure high availability and SLA’s.

5. Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations.

6. Monitor network performance (availability, utilization, throughput and latency) and test for weaknesses

7. Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.

8. Collect and review network utilization data for capacity and planning purposes will help in developing, implementing, testing, and maintaining disaster recovery.

9. Interface with vendors for procurement & maintenance of all IT infrastructures.

10. Manage & troubleshoot network and Internet connectivity throughout the organization.

11. Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.

12. Backup of all Network Switches and Firewall.

13. Follow up with SDC and BSNL for Connectivity issues.

14. Create and maintain documentation for all processes and procedures.

15. Provide emergency 24 x 7 on-call support.

16. Provide first hand support, IT training, and troubleshooting to all office staff for IT matters

17. Perform a wide range of network administration duties including installations, debugging, maintenance, upgrades, and general support for Cisco, Firewall and other network equipment.

18. Evaluate, test, and deploy all software and hardware upgrades to the networking infrastructure.

19. Deployment and configuration such as routing protocols, routing tables and VLAN implementation and deployment of core and peripheral network devices.

20. Proactive monitoring of all network devices, services, and servers using a combination of tools to ensure high availability and SLA’s.

21. Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations.

22. Monitor network performance (availability, utilization, throughput and latency) and test for weaknesses

23. Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.

24. Collect and review network utilization data for capacity and planning purposes will help in developing, implementing, testing, and maintaining disaster recovery.


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25. Interface with vendors for procurement & maintenance of all IT infrastructures.

26. Manage & troubleshoot network and Internet connectivity throughout the organization.

27. Plan, coordinate, and implement network security measures in order to protect data, software, and hardware.

28. Backup of all Network Switches and Firewall. 29. Follow up with SDC and BSNL for Connectivity issues. 30. Create and maintain documentation for all processes and procedures.


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Annexure-V

(Server’s - Available space details)

S. No.

Name Server Type

Powered on

Assigned

Cores

Assigned GB

Assigned Space

Free Space

SDC 1 HMWSSB-ERP VM Yes 8 32 1.1TB 844.92GB

2 HMWSSB-ELOAD VM Yes 4 32.9 1.6TB 1.28TB 3 HMWSSB-GIS-BMS VM Yes 4 31 600GB 523GB 4 HMWSSB-IAPPS VM Yes 8 64 1.1TB 990GB 5 HMWSSB-WEBSITES VM Yes 4 32 600GB 480.64GB 6 HMWSSB-DC1 VM Yes 1 16 100GB 25.2GB

7 HMWSSB-WEB VM Yes 2 16 100GB 26.7GB 8 HMWS-ADC2 VM Yes 1 16 100GB 75.6GB 9 ORASTDBY VM Yes 8 64 3.15TB 1.9187TB

10 HMWSSB-AVTS [Linux] Convertor

VM Yes 4 32 500GB 317.2GB

11 HMWSSB-AVTSDB [Linux]

VM Yes 8 32 2TB 1017GB

12 HMWSSBRDP VM Yes 4 16 100GB 45.21GB

13 HMWSSB-AMR-App01 VM Yes 4 8 100GB 95GB 14 HMWSSB-AMR-

OraDb01 VM Yes 4 8 100GB 95.5GB

15 HMWSSB-GIS-WEB VM Yes 8 32 600GB 550GB 16 HMWSSB-GIS Physical Yes 6 32 500GB 350GB 17 HMWSSB-APP01 VM Yes 8 64 900GB 695GB

18 HMWSSB-APP02 CDAC VM Yes 4 32 1TB 977GB 19 HMWSSB-DATA-

ANALYSIS VM Yes 8 32 600GB 483.81GB

20 DB Linux 21 DB Linux

Secretariat 1 HMWSSB-ERP VM Yes 8 32 1148GB 573.9GB 2 HMWSSB-ELoad1 VM Yes 4 8 600GB 568.7GB 3 HMWSSB-GIS VM Yes 8 32 820GB 173.23GB 4 HMWSSB-BMS VM Yes 8 32 500GB 480.7GB

5 HMWSSB-WEBSITES VM Yes 8 32 300GB 212.8GB 6 HMWSSB-DC1 VM Yes 2 8 100GB 86.1GB 7 WIN-D9JGU68PRU3A

[SCADA] VM Yes 8 20 450GB 215.3GB

8 HMWSSBAUDIT VM Yes 4 8 100GB 82.4GB

9 DB1 NO RDP

open competitive bid (ocb) proprietary & confidential

Documents

Indiana Board for Proprietary Education - IN.gov

PowerPoint Presentation Non-Confidential

Best Companies Group © Proprietary & Confidential Page 1 of

Confidential Information Memorandum

F2MC-16LX MB90590G Series CMOS 16-bit Proprietary

Metropolitan Proprietary Schools: A Study of Functions and

Confidential - CT.gov

Compal Confidential

Confidential Signatures and Deterministic Signcryption

Compal Confidential - innicsgroup

Medtronic Confidential 1-38

Confidential - Japan Book Bank

The (in)security of proprietary cryptography

© 2009 Oracle Corporation – Proprietary and Confidential

ANGELINE QUINTO - LM Confidential

draft & confidential - TfL

Compal Confidential - xDevs.com

SDC CONFIDENTIAL DOCUMENT

Compal Confidential - Kythuatphancung.com

CELGENE PROPRIETARY INFORMATION - ClinicalTrials.gov

Confidential - European Investment Bank

Compal Confidential Schematic Document

Compal Confidential - InformaticaNapoli

OCB scale p17

Borneo Confidential

Private & Confidential - Tadawul

STRICTLY CONFIDENTIAL - Singapore Exchange

OCB MEDICAL ACTIVITY REPORT 2020

Information Memorandum Private & Confidential - NET

NetApp Confidential Edition

WENSHING Confidential Do Not Distribution

Private & Confidential - AWS

Development of Non-Proprietary Ultra-High Performance

Compal Confidential - HISAH TECH LIMITED

STRICTLY CONFIDENTIAL — DO NOT FORWARD