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Page 1 of 152

Open Competitive Bid (OCB)

For

Selection of System Integrator for Facility Management & Maintenance Services (FM&MS) of Telangana State Wide Area Network & Video Conference Solution across

Telangana State

Tender Reference No. TSTS/IIP/189/TSWAN-FM&MS-2nd Call/2018

November, 2018

Information Technology, Electronics & Communications Department, Govt. of Telangana

Proprietary & Confidential

Telangana State Technology Services Limited, Boorgula Ramakrishna Rao Bhavan,

B-block, 1st floor, Tank bund road, Hyderabad, Telangana, 500 063, India.

Telephones: 91 (40) 23220305, (40) 23228057

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Page 2 of 152

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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Page 3 of 152

Table of Contents

TABLE OF CONTENTS 3

TENDER CALL NOTICE 11

1. SECTION 1-INTRODUCTION &OBJECTIVE 12

1.1 ABOUT TELANGANA 12

1.2 TELANGANA STATE WIDE AREA NETWORK (TSWAN)OVERVIEW 12

1.3 TSWAN IMPLEMENTATION STATUS 13

1.4 TSWANARCHITECTURE 14

1.5 KEY STAKEHOLDERS 19

1.6 ROLES &RESPONSIBILITIES 20

2 SECTION 2EVALUATION CRITERIA 22

2.1 PRE-QUALIFICATION CRITERIA 22

2.2 TECHNICAL EVALUATION CRITERIA 26

2.3 EVALUATION OF FINANCIAL BIDS 28

3. SECTION 3-STATEMENT OF IMPORTANT LIMITS/VALUES RELATED TO BID 29 3.1 STATEMENT OF IMPORTANT LIMITS/VALUES RELATED TO BID 29

4. SECTION 4-SCOPE OF WORK 33

4.1 FACILITY MANAGEMENT SERVICES (FMS)&MAINTENANCE SERVICES (MS) 33

4.2 NETWORK MANAGEMENT SERVICES 34

4.3 OPERATIONS &MANAGEMENT 35

4.4 OPERATIONAL SUPPORT 38

4.5 MAINTENANCE AND MONITORING WITH CA SUITE 39

4.6 HELPDESK SERVICES 40

4.7 HELPDESK FOR HORIZONTAL OFFICE CONNECTIVITY: 42

4.8 SECURITY ADMINISTRATION 42

4.9 OTHER KEY ACTIVITIES FOR OPERATIONS 43

4.10 MANPOWER CRITERIA 43

4.11 MINIMUM RESOURCE REQUIREMENT 46

4.12 MANPOWER DEPLOYMENT PLAN 47

4.13 RELOCATION OF EQUIPMENT 48

4.14 COORDINATION WITH TSSOC 48

4.15 MISREPORTS 49

4.16 ASSET MANAGEMENT SERVICES 50

4.17 PREVENTIVE MAINTENANCE 50

4.18 USER SATISFACTION SURVEYS 51

4.19 VIDEO CONFERENCING 51

4.20 THIRD PARTY AUDITS 51

4.21 SERVICE LEVEL AGREEMENT 52

4.21.1 TSWANSLATERMS &DEFINITIONS 53

4.21.2 SWANBACKBONE LATENCY 54

4.21.3 SWANBACKBONE PACKET LOSS 54

4.21.4 INTERNET AVAILABILITY 55

4.21.5 FIREWALL &CORE COMPONENTS OUTAGE 55

4.21.6 IDS&IPSOUTAGE 55

4.21.7 DENIAL OF SERVICE 55

4.21.8 NETWORK OPERATIONS MANAGEMENT 56

4.21.9 CAPACITY AND PERFORMANCE MANAGEMENT 57

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Page 4 of 152

4.21.10 CPUUTILIZATION 57

4.21.11 MEMORY AND BUFFERS 57

4.21.12 LINK UTILIZATION 58

4.21.13 MEASUREMENT OF SLA 59

4.21.14 SLAREPORTING 59

4.21.15 TSWANSECURITY AUDITING 59

4.22 QGR&PENALTIES 59

4.22.1 PENALTIES FOR VERTICAL CONNECTIVITY 61

4.22.2 PENALTIES FOR SHQCOMPONENTS 64

4.22.3 PREVENTIVE MAINTENANCE PENALTIES 64

4.22.4 MANPOWER DEPLOYMENT PENALTIES 65

4.22.5 MANPOWER RELATED SERVICE LEVELS 65

4.22.6 HELPDESK PENALTIES 66

4.22.7 OPERATIONAL PENALTIES 66

4.22.8 PENALTIES FOR MISUSE 66

4.22.9 PENALTIES FOR HORIZONTAL CONNECTIVITY ISSUES 67

4.22.10 VIDEO CONFERENCING SLAS &PENALTIES 67

4.23 SUMMARY OF REPORTS 68

5. SECTION 5-BIDDING PROCEDURE 69

5.1 BIDDING PROCEDURE 69

5.2 PRE-QUALIFICATION BID 69

5.3 TECHNICAL BID 69

5.4 FINANCIAL BID 69

5.5 PRE-BID MEETING 69

6. SECTION 6BID EVALUATION PROCEDURE 70

6.1 BID EVALUATION PROCEDURE 70

6.2 OPENING OF BIDS 70

6.3 EMDVALIDITY 70

6.4 PRE-QUALIFICATION BID DOCUMENTATION 70

6.5 TECHNICAL BID DOCUMENTATION 70

6.6 AWARD CRITERION 70

7. SECTION 7-GENERAL INSTRUCTIONS TO THE BIDDERS 71

7.1 DEFINITIONS 71

7.2 GENERAL ELIGIBILITY 71

7.3 BID FORMS 72

7.4 COST OF BIDDING 72

7.5 CLARIFICATION OF BIDDING DOCUMENTS 72

7.6 AMENDMENT OF BIDDING DOCUMENTS 72

7.7 PERIOD OF VALIDITY OF BIDS 73

7.8 SUBMISSION OF BIDS 73

7.9 DEADLINE FOR SUBMISSION OF BIDS 73

7.10 LATE BIDS 73

7.11 MODIFICATION AND WITHDRAWAL OF BIDS 73

7.12 GENERAL BUSINESS INFORMATION: 73

7.13 BID SECURITY I.E.EARNEST MONEY DEPOSIT (EMD) 73

7.14 PREPARATION OF PRE-QUALIFICATION BID 74

7.15 PREPARATION OF TECHNICAL BID 74

7.16 PREPARATION OF FINANCIAL BID 74

8. SECTION 8-BID EVALUATION PROCEDURE 76

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8.1 OUTLINE OF BID EVALUATION PROCEDURE 76

8.2 GENERAL GUIDELINES FOR BID OPENING AND EVALUATION: 76

8.3 OPENING OF BIDS 76

8.4 PRELIMINARY EXAMINATION OF BIDS 76

8.5 CLARIFICATION OF BIDS 77

8.6 EVALUATION OF PRE QUALIFICATION BIDS 77

8.7 EVALUATION OF TECHNICAL BIDS 77

8.8 EVALUATION OF FINANCIAL BIDS 78

8.9 EVALUATION AND COMPARISON OF FINANCIAL BIDS 78

8.10 PERFORMANCE AND PRODUCTIVITY OF THE EQUIPMENT 78

8.11 CONTACTING TSTS 78

8.12 TSTS’ RIGHT TO VARY QUANTITIES AT TIME OF AWARD 78

8.13 TSTS’ RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS. 79

8.14 NOTIFICATION OF AWARD 79

8.15 SIGNING OF CONTRACT 79

8.16 PERFORMANCE SECURITY 79

8.17 CORRUPT, FRAUDULENT AND UNETHICAL PRACTICES 79

9. SECTION 9-GENERAL CONDITIONS OF PROPOSED CONTRACT (GCC) 80

9.1 DEFINITIONS 80

9.2 APPLICATION 80

9.3 STANDARDS 80

9.4 USE OF DOCUMENTS AND INFORMATION 81

9.5 USER LICENSE AND PATENT RIGHTS 81

9.6 PERFORMANCE SECURITY 81

9.7 MANUALS AND DRAWINGS 82

9.8 RIGHT OF MONITORING,INSPECTION AND PERIODIC AUDIT 82

9.9 STATUTORY REQUIREMENTS 82

9.10 DURATION OF THE CONTRACT 83

9.11 INFORMATION SECURITY 83

9.12 INDEMNITY 84

9.13 TRANSPORTATION 84

9.14 HARDWARE INSTALLATION 84

9.15 INCIDENTAL SERVICES 84

9.16 SPARE PARTS 84

9.17 WARRANTY 84

9.18 MAINTENANCE SERVICE 85

9.19 PAYMENT 85

9.20 QUARTERLY GUARANTEED PAYMENT 86

9.21 PRICES 87

9.22 CHANGE ORDERS 87

9.23 CONTRACT AMENDMENT 87

9.24 ASSIGNMENT 87

9.25 SUBCONTRACTS 87

9.26 DELAYS IN THE SUPPLIERS PERFORMANCE 87

9.27 LIQUIDATED DAMAGES 88

9.28 TERMINATION FOR DEFAULT 88

9.29 FORCE MAJEURE 88

9.30 TERMINATION FOR INSOLVENCY 88

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9.31 TERMINATION FOR CONVENIENCE 89

9.32 RESOLUTION OF DISPUTES 89

9.33 GOVERNING LANGUAGE 89

9.34 APPLICABLE LAW 89

9.35 NOTICES 89

9.36 TAXES AND DUTIES 90

9.37 “NO CLAIM”CERTIFICATE 90

9.38 EXIT MANAGEMENT: 90

9.39 RISK MANAGEMENT 92

9.40 CONFIDENTIALITY 92

9.41 HANDOVER /TAKEOVER PROCESS AND PROCEDURES: 93

9.42 REPLACEMENT OF BATTERIES 96

9.43 LIQUIDATED DAMAGES FOR ABSENCE / NON-AVAILABILITY OF THE MANPOWER AT SITE 97

10. SECTION 10BILL OF MATERIAL 98

10.1 HARDWARE &NETWORK EQUIPMENT AVAILABLE AT SHQ-NOC(HYDERABAD) 98 10.2 HARDWARE &NETWORK EQUIPMENT AVAILABLE AT DHQS (FULL POP SETUP) 99 10.3 HARDWARE &NETWORK EQUIPMENT AVAILABLE AT NEW DHQS (PARTIAL POP SETUP) 100 10.4 HARDWARE &NETWORK EQUIPMENT AVAILABLE AT MHQS (FULL POP SETUP) 101 10.5 HARDWARE &NETWORK EQUIPMENT AVAILABLE AT NEW MHQS (PARTIAL POP SETUP) 123

10.6 VIDEO CONFERENCING EQUIPMENT 127

11. SECTION 11-FORMS 128

ANNEXURE I – BID SECURITY/ EMD FORM 148

ANNEXURE II – PERFORMANCE SECURITY FORM 149

ANNXURE III - SAMPLE CONTRACT FORM 150

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Page 7 of 152

Newspaper advertisement

Telangana State Technology Services

Tender Call Notice for Selection of System Integrator for Facility Management &

Maintenance Services (FM&MS) of Telangana State Wide Area Network & Videoconference Solution across Telangana State

Time schedule of various tender related events:

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: 040- 23224289, 23223865 Fax: 040-23227458

Managing Director Telangana State Technology Services Ltd.

Bid calling date 13.11.2018

Bid Closing date and time 20.11.2018, 03:00 PM Bid Closing date and time 20.11.2018, 04:30 PM

Bid Document Price Rs.25,000/-

TSTS contact person Manager (IIP & NW) Contact email IDs.

rajakr-tsts@telangana.gov.in srinivasrao.t@gov.in

mngdirector-tsts@telangana.gov.in

Tender Reference No. TSTS/IIP/189/TSWAN-FM&MS-2

nd

Call/2018

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Page 8 of 152 Notice Inviting Tender (NIT)

Name of work – Selection of System Integrator for Facility Management & Maintenance

Services (FM&MS) of Telangana State Wide Area Network & Videoconferencing Solution across Telangana State, ITE&C Department, GoTS, Hyderabad, Telangana – 2

nd

Call.

On behalf of the Government of Telangana State (“GoTS”), The Managing Director (“MD”), Telangana State Technology Services Limited (“TSTS”), Government of Telangana, invites eligible and competent bidders to submit their pre-qualification, technical and financial proposal for the Project, in accordance with conditions and manner prescribed in this RFP and other Bidding Documents issued by the GoTS, which is available on its website (http://

www.tsts.telangana.gov.in ; http://www.tender.telangana.gov.in)

The MD, TSTS reserves the right to reject any or all proposals without assigning any reason.

Sd/-

Managing Director, TSTS

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Page 9 of 152 DISCLAIMER

The information contained in this Request for Proposal document (the “RFP”) or subsequently provided to Bidders (as defined hereinafter), whether verbally or in documentary or any other form by or on behalf of the MD, TSTS (as defined hereinafter) or any of its employees or advisors, is provided to Bidders (as defined hereinafter) on the terms and conditions set out in this RFP and such other terms and conditions subject to which such information is provided.

This RFP is not an agreement and is neither an offer nor invitation by TSTS to the prospective Bidders or any other person. The purpose of this RFP is to provide interested parties with information that may be useful to them in preparing and submitting their Proposals (as defined hereinafter). This RFP includes statements, which reflect various assumptions and assessments arrived at by TSTS and ITE&C Dept. GoTS in relation to the Project. Such assumptions, assessments and statements do not purport to contain all the information that each Bidder may require. This RFP may not be appropriate for all persons, and it is not possible for TSTS and ITE&C Dept. their respective employees or advisors to consider the investment objectives, financial situation and particular needs of each person who reads or uses this RFP. The assumptions, assessments, statements and information provided in this RFP/ Bidding Documents (as defined hereinafter) may not be complete, accurate, adequate or correct. Each Bidder should, therefore, conduct its own investigations and analysis and should check the accuracy, adequacy, correctness, reliability and completeness of the assumptions, assessments, statements and information contained in this RFP and obtain independent advice from appropriate sources. Information provided in and pursuant to this RFP to Bidders is on a wide range of matters, some of which may depend upon interpretation of law. The information given is not intended to be an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law.

TSTS and ITE&C Dept. GoTS accepts no responsibility for the accuracy or otherwise for any interpretation or opinion on law expressed herein.

TSTS and ITE&C Dept. GoTS, their respective employees and advisors make no

representation or warranty and shall have no liability to any person, including any Bidder

under any law, statute, rules or regulations or tort, principles of restitution or unjust

enrichment or otherwise for any loss, damages, cost or expense which may arise from or be

incurred or suffered on account of anything contained in this RFP or otherwise, including the

accuracy, adequacy, correctness, completeness or reliability of the RFP/Bidding Documents

and/or any assessment, assumption, statement or information contained in or deemed to

form part of this RFP/Bidding Documents or arising in any way in connection with

participation in the bidding process in respect of the Project. TSTS and ITE&C Dept. GoTS

accept no liability of any nature whether resulting from negligence or otherwise howsoever

caused arising from reliance of any Bidder upon the statements contained in this

RFP/Bidding Documents. TSTS and ITE&C Dept. GoTS may in its absolute discretion, but

without being under any obligation to do so, update, amend or supplement the information,

assessment or assumptions contained in this RFP/Bidding Documents. The issue of this

RFP/Bidding Documents does not imply that TSTS and ITE&C Dept. GoTS is bound to

evaluate a Bidder or to appoint the Successful Bidder, as the case may be, for the Project

and TSTS & ITE&C Dept. GoTS reserves the right to reject all or any of the Bidders or

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Page 10 of 152

Proposals without assigning any reason whatsoever. The Bidder shall bear all costs

associated with or relating to the preparation and submission of its Proposal including but

not limited to preparation, copying, postage, delivery fees, expenses associated with any

demonstrations or presentations which may be required by TSTS and/or ITE&C Dept. GoTS

or any other costs incurred in connection with or relating to its Proposal. All such costs and

expenses will be to the account of the Bidder, and TSTS and ITE&C Dept. GoTS shall not

be liable in any manner whatsoever for the same or for any other costs or other expenses

incurred by a Bidder in connection with preparation or submission of the Proposal, regardless

of the conduct or outcome of the bidding process.

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Page 11 of 152

Tender Call Notice

Telangana State Technology Services Limited, Boorgula Ramakrishna Rao Bhavan, B-block, 1st floor, Tank bund road, Hyderabad,

Telangana, 500 063, India.

Tender Call Notice for Selection of System Integrator for Facility Management &

Maintenance Services (FM&MS) of Telangana State Wide Area Network &

Videoconferencing Solution across Telangana.

Time schedule of various tender related events:

Note: The bid document should be purchased at TSTS office, Telangana State Technology Services Limited (TSTS), Boorgula Ramakrishna Rao Bhavan, B-block, 1st floor, Tank bund road, Hyderabad, Telangana, for an amount of Rs.25,000/- (Rupees Ten Thousand only) payable through a DD/ Bankers cheque drawn in favour of "The Managing Director, Telangana State Technology Services Limited" payable at Hyderabad.

The bid document can also be downloaded from http://www.tsts.telangana.gov.in and https://tender.telangana.gov.in. In such case, the scanned copy of DD/Banker`s Cheque would be required to be uploaded in the Telangana eProcurement website and the original DD/Banker`s cheque must be submitted to TSTS before the bid submission date.

Bid calling date 13.11.2018

Bid Closing date and time 20.11.2018, 03:00 PM Bid Closing date and time 20.11.2018, 04:30 PM Technical Presentations Will be communicated

Bid Document Price Rs.25,000/-

TSTS contact person Manager (IIP & NW) Contact email IDs.

rajakr-tsts@telangana.gov.in srinivasrao.t@gov.in

mngdirector-tsts@telangana.gov.in

Tender Reference No. TSTS/IIP/189/TSWAN-FM&MS-2

nd

Call/2018

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Page 12 of 152

1. Section 1 - Introduction & Objective

1.1 About Telangana

Telangana is the 29th State of India, formed on the 2nd of June 2014 as a result of bifurcation of the erstwhile State of Andhra Pradesh into the States of Telangana and Andhra Pradesh.

The state has an area of 1,12,077 Sq. Km. and has a population of 3.52 Crore.

Telangana, as part of the erstwhile State of Andhra Pradesh, was amongst the pioneering States in India to have adopted e-Governance for efficient delivery of public services through eSeva/ MeeSeva. The core infrastructure for providing e-Governance viz. the State Data Center (SDC), State Wide Area Network (SWAN) and Common Service Centers is in place.

The Telangana State Data Center is located at Telangana Industrial Infrastructure Corporation Zonal Office, Financial District, Hyderabad. The NOC for Telangana SWAN is located at the Secretariat of the Govt. of Telangana, Tank Bund, Hyderabad.

Government of Telangana, in the year 2016, has taken up the task of reorganization of the then existing 10 Districts for better Administration and Development. After the reorganization, 21 new districts have been created along with new Mandal’s totaling 31 Districts and 584 Mandal’s in the State.

1.2 Telangana State Wide Area Network (TSWAN) Overview

TSWAN was setup as an element of the core infrastructure for supporting e-Governance initiatives of the Government. It has been operational since November, 2010 and acts as a backbone for data, voice and video communications in the State. M/s TCS implemented TSWAN and maintained it for a period of 5 years (upto Nov 2015). Currently M/s Akshara Enterprises is the Network Operator. M/s E&Y was identified as the Third Party Audit Agency (TPA) and provided services for a period of six and half years. M/s KPMG has been providing services as the TPA since 25 Sep, 2017.

TSWAN was implemented in 10 Districts and 434 Mandal’s in Telangana, and post district reorganization, TSWAN services were extended to 21 new Districts and 150 new Mandals totaling 31 DHQs and 584 MHQs.

TSWAN is a high speed, high capacity, reliable network for G2G, G2B and G2C services. The network has a connectivity bandwidth of 34 Mbps (primary from National Knowledge Network) and 20 Mbps (Secondary link from BSNL) between the state headquarters and the district headquarters. The District Headquarters are connected to the Mandal Headquarters with a bandwidth of 12 Mbps (BSNL). Newly formed DHQs and MHQs formed as a result of District reorganization have also been connected through TSWAN.

Videoconferencing services are also available through the TSWAN network connecting the SHQ to various DHQs & MHQs. VC equipment is avaliable at Collectractes, RDOs, MRO offices & Other SWAN locations.

Major projects currently delivering services through TSWAN:

a. IGRS – Dharani Project

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Page 13 of 152 b. HMWSSB

c. Police Dept. – CCTNS Project d. Meeseva 2.0

e. SERP- Srinidhi Project

TSWAN PoPs at various levels (SHQ/DHQ/MHQ) are connected horizontally to various Government offices. Typical equipment at these PoPs to be maintained by the implementing agency includes routers, switches, modems, racks, AAA, NMS, Servers, Desktops, UPS, Generators, Air Conditioners etc.

The purpose of this Request for Proposal (‘RFP’) is to select the Network Operator for Facility Management & Maintenance Services (FM&MS) of Telangana State Wide Area Network, ITE&C Department, GoTS, Hyderabad, Hyderabad for a period of three years from the date of signing of the contract. The Network operator shall also provide FM & MS services to the VC equipment at the SHQ, DHQs & MHQs.

This is a Request for Proposal (RFP) seeking proposals from the leading System Integrator (‘SI’) or SWAN Managed service provider, for the Facility Management & Maintenance Services of TSWAN. In this respect, TSTS hereby solicits proposals from suitably identified interested parties (the ‘Bidders’) meeting the qualification criteria defined in this RFP, who can provide onsite support/maintain the IT Infrastructure and Service levels for Telangana State Wide Area Network and conditions contained herein.

The proposals submitted by the Bidders shall comply with all the requirements stated in this RFP (the ‘Proposal’). Based on the final evaluation, the successful Bidder will be selected and notified (hereinafter referred to as the ‘Service Provider/Network Operator’).

Accordingly, TSTS will enter into agreement(s) subsequently with the Service Provider, as the case may be. Notwithstanding anything whatsoever, all the terms and conditions of this RFP shall be duly binding on the Bidder / Service Provider.

The notification of award of the contract by TSTS, shall be followed by execution of Agreement(s) on non-judicial stamp paper(s) between TSTS and the Service Provider, as the case may be, according the terms and conditions of this RFP, and for performing the Scope of Work (Section-4).

1.3 TSWAN implementation status

TSTS on behalf of IT&C department is the implementing agency for the project. The Network is centrally operated, managed and maintained from the TSWAN Network Operating Centre (NOC) at ‘D’ Block, Telangana State Secretariat, Hyderabad by the existing Network Operator. A 24x7 help desk is operational at NOC. BSNL, the Bandwidth Service provider for TSWAN and has an exclusive coordinator for TSWAN at Hyderabad. Dedicated Manpower is deployed in each District and in various Mandal Headquarters by the Network

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Page 14 of 152 Operator for operation & maintenance of the network. The number of Points of Presence (PoPs) under TSWAN are as below:

S. No. Hierarchal location Number of PoPs

Number of Resources/

Manpower currently deployed 1 SWAN State Headquarter (SHQ)

– NOC

1 7

2 SWAN District Headquarter (DHQ)

31 20

3 SWAN Mandal Headquarter (MHQ)

584 109

Out of the 31 DHQs, 10 DHQs have a full PoP setup (including router, switch, UPS, AC, etc.) and 21 new DHQs have partial PoP setup with switches/ routers installed.

Out of the total 584 MHQs, 434 MHQs have a full PoP setup (including router, switch, UPS, AC,etc) 150 new MHQs have partial PoP setup with switches installed.

1.4 TSWAN Architecture

TSWAN is logically divided into two network segments.

1. Vertical segment - The SHQ PoP is connected to the District PoPs using point to point leased lines with 20 Mbps capacity (BSNL) and 34 Mbps NIC connectivity. Each of the DHQ PoPs are connected to the respective MHQ PoPs using P2P leased lines of 12 Mbps capacity (BSNL).

2. Horizontal segment - Connectivity is available to around 1500 horizontal offices using a combination of wired/ wireless leased lines at each of the SHQ/DHQ/MHQ locations.

Major horizontal departments include Revenue, IGRS, MPDO, etc.

SHQ/DHQ/MHQ PoP locations are connected to various horizontal offices with 2/4/6/8/10/12 Mbps bandwidth leased lines.

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Page 15 of 152 The SHQ NOC is connected to the State Data Center where the applications of various departments are hosted. The SHQ is connected to the DHQs, and the DHQs are connected to their respective MHQs. Various Government offices (Horizontal offices) are connected at each of the SHQ/DHQ/MHQ levels. Video conferencing MCUs are available at the SHQ through which VC services are provided on TSWAN.

SHQ Architecture:

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Page 16 of 152

a.

SHQ is connected to the DHQs using Point to Point dedicated leased lines with 34 Mbps NIC

link as a Primary Link and 20 Mbps BSNL link as secondary link

b.

The SHQ also hosts the Video Conferencing MCUs for providing VC services to DHQs &

SHQs through SWAN

c.

In the SHQ’s Primary and Secondary links are configured with OSPF (Open Shortest Path First) protocol

d.

Redundancy is available for both the Core Router and the Core Switch

e.

SHQ is also connected to State Data Center (SDC) with bandwidth capacity of 310 Mbps (TATA-primary link) and 155 Mbps (BSNL-secondary link)

f.

Core switch is connected with 1gig NKN internet link for SWAN.

g.

If primary router fails, all links will be shifted to secondary router, similarly, all links will be shifted to secondary switch if primary fails.

h.

Various horizontal offices are connected to the SHQ DHQ Architecture:

a.

DHQs are connected to the SHQ with 34 Mbps NIC link as a Primary Link and 20 Mbps BSNL link as secondary link

b.

DHQs are connected to their respective MHQs with dedicated 12 Mbps BSNL leased lines

c.

In the DHQ’s Primary and Secondary links are configured with OSPF (Open Shortest Path

First) protocol

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Page 17 of 152

d.

Redundancy is available for both the Router and the Switch

e.

If primary router fails, all links will be shifted to secondary router, similarly, all links will be shifted to secondary switch if primary fails.

f.

The DHQ PoP has Collectorate/ Revenue offices connected on LAN

g.

Various horizontal offices are also connected to the DHQ through wired (Point to Point) / wireless (Point to Multipoint) connectivity

MHQ Architecture:

a.

MHQs are connected to their respective DHQs with dedicated 12 Mbps BSNL leased lines

b.

A Router and Switch are available in each of the MHQs

c.

The MHQ PoP has Revenue/ other department offices connected on LAN

d.

Various horizontal offices are also connected to the MHQ through wired (Point to Point) / wireless (Point to Multipoint) connectivity

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Page 18 of 152 Horizontal offices (Point to Multi Point Connectivity):

Point to Multipoint wireless connectivity is available to various Horizontal Offices at SHQ/DHQ/MHQ levels. (The above diagram depicts connectivity provided by Telecom Service Provider – SIFY) For Horizontal connectivity bandwidth is provided as per the user’s requirement at 2/4/8/12Mbps.

Horizontal offices (Point to Point Connectivity - BSNL):

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Page 19 of 152 Point to Point wired leased line connectivity is available to various Horizontal Offices at SHQ/DHQ/MHQ levels. (The above diagram depicts connectivity provided by Telecom Service Provider – BSNL)

Horizontal offices (Point to Point Connectivity - Reliance):

Point to Multipoint wireless connectivity is available to various Horizontal Offices at SHQ/DHQ/MHQ levels. (The above diagram depicts connectivity provided by Telecom Service Provider – Reliance)

1.5 Key Stakeholders

a.

Project owner: ITE&C Dept., Government of Telangana and Telangana State Technology Services on behalf of ITE&C Dept., Government of Telangana

b.

Existing Bandwidth service Provider: BSNL

c.

Existing Network Operator: M/s Akshara Enterprises

d.

Principal Bandwidth service Provider(s): National Knowledge Network (NKN)

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Page 20 of 152

1.6 Roles & Responsibilities

The roles and responsibilities of various stakeholders for various activities under TSWAN are indicated below.

R – Responsible, A – Accountable, C – Consulted, I – Informed, Q – Quality Reviewer

S. No Activity Network

Operator

ITE&C

Dept. TSTS TPA BSP 1.

Operations and Maintenance of TSWAN at all locations including SHQ, DHQs & MHQs

RA CI CI IQ

2. Monitoring Bandwidth and effective

call closure. RA CI CI IQ C

3. Management/Remote Management

of all TSWAN equipment RA I I Q

4. Providing Bandwidth to TSWAN

locations R C C Q RA

5. Maintenance of up time of the links as

per SLAs RA I I IQ RA

6. Ensure Network security RA CI CI Q

7.

Ensure timely resolution of errors, faults and problems related to bandwidth.

RA I CI IQ RA

8.

Preventative maintenance of all Equipment installed at TSWAN locations & Continuous upgradation of the software, security patches etc

RA I C IQ

9. Adherence to the guidelines of MeitY

and State IT policies. RA C C Q R

10. Monitor the network on round the

clock basis. RA I I Q

11. Provision for bandwidth on demand

for new departments and new offices. R A A IQ R 12. Provision for bandwidth scalability as

per the GoTS requirements. R A C IQ R

13.

Relocation of TSWAN links within Telangana as per GoTS requirements.

R C AC IQ CI

14. Centralized helpdesk for call/issue

management across TSWAN RA I C IQ

15. User feedback from nodal officers at

DHQs and MHQs R I C IQ

16. Renewal of Software licenses RA C C IQ

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Page 21 of 152 R – Responsible, A – Accountable, C – Consulted, I – Informed, Q – Quality Reviewer

S. No Activity Network

Operator

ITE&C

Dept. TSTS TPA BSP 17.

Operation & Maintenance of Video Conferencing Equipment at SHQ, DHQ & MHQ offices

RA C C IQ

18. Payment of Power bills at SHQ NoC,

DHQ & MHQ PoPs R I C IQ

19. Payment of Fuel charges for DG sets

at SHQ NoC & DHQ PoPs R I C IQ

20. Sign-off/ approval for various

activities taken up in TSWAN A CR IQ

21. Certifying deliverables for release of

payments to Network Operator. CI RA R

22. Periodic reports on performance of

TSWAN links R I C Q R

23.

Periodic Audits of TSWAN Inventory, Network security, SLAs, User feedback reports.

C I C RA C

24. Exit Management RA CI C IQ

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Page 22 of 152

2 Section 2 – Evaluation Criteria 2.1 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 TSWAN support services sought by the 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

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 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

- 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 –P2

- References (contact details, customer completion certificate/

customer satisfaction certificate

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Page 23 of 152 Pre-qualification Checklist

S.

No. Criteria Document required Criteria Met

(Yes/ No) maintenance of wide area

network consisting of switches/

routers/ network components having minimum 400 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 (2014-15, 2015-16, 2016- 17)

(or)

2. Three projects with Successful

implementation or

maintenance of wide area network consisting of switches/

routers/ network components having minimum 250 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 (2014-15, 2015-16, 2016- 17)

etc) for these projects shall be provided.

d. The bidder must have experience in implementation/ maintainance of High Definition Video Conference solution in atleast one project with minimum 100 VC nodes each in

- Work order/ Contract Extract and Satisfactory performance certificate/ Project completion certificate from the client indicating the scope of work and

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Page 24 of 152 Pre-qualification Checklist

S.

No. Criteria Document required Criteria Met

(Yes/ No) Govt. Organization/ PSU/

scheduled commercial bank or large Private Organizations in India during any of the last 3 financial years in India (2014-15, 2015-16, 2016-17).

number of VC nodes covered.

- The information should be provided as per Form –P3

e. The bidder should have an average annual turnover of Rs.

100 Crores or above in the last three financial years of 2014-15, 2015-16, 2016-17 from IT/ITE

Services/ ICT/Tele

Communications/ Networking /VC Projects

Statutory Auditor’s Certificate stating the annual sales turnover for the last three financial years of 2014-15, 2015-16, 2016-17 clearly mentioning the turnover from services as per the RFP – Form P4. The bidder to submit Certificate with CA’s Registration Number/ Seal.

f. The Bidder must have a Positive Net Worth for the financial year 2016-17.

Statutory Auditor’s Certificate stating that the bidder has a positive net worth – Form P4 g. The bidder should be an OEM

partner/ distributer/service partner to offer support services and AMC for items mentioned in the RFP.

The authorization letters on the letter heads of the OEM - (Required for the following OEMs - HP, Vidyo). Please refer Form- P5

h. The bidder shall have a valid ISO 20000 or ISO27001 or ISO 9001 certification as on bid calling date.

Copy of the certificate attested by the authorized signatory

i. 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

- 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 3 months of signing of contract.

Use Form-P6

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Page 25 of 152 Pre-qualification Checklist

S.

No. Criteria Document required Criteria Met

(Yes/ No) be opened in Telangana, with

sufficient personnel within 3 months of signing of contract.

Beyond that 5% penalty shall be deducted on invoice value (QGR).

j. The bidder must have on its payroll at least 500 technically qualified professionals in the area of networking/ systems integration /experience in providing the WAN maintenance services as on 31.03.2018.

Certificate from bidder’s HR Department for number of technically qualified professionals employed by the company.

k. Resources deployed under this project shall be dedicated for this project reporting to TSTS/ITE&C Dept. 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 TSTS/ITE&C Dept.

during the entire project as per the Form-P7

l. The bidder shall have bank’s certificate of solvency for a minimum amount of rupees 10 crores.

Certificate of solvency from a bank in the name of bidder. Along with Form-P8

m. 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- P9.

Note: Relevant documents in support of above should be furnished.

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Page 26 of 152

2.2 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 network operated by bidder including installation/ maintenance of switches/ routers/ network devices in any of the last 3 years (2014-15, 2015-16, 2016-17) 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 T1

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

10

>= 400 <= 500 locations – 6 Marks

> 500 <= 600 locations – 8 Marks

Above 600 locations - 10 Marks

2.

Number of Projects with successful Installation/ Maintenance of WANs with minimum 300 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 (2014-15, 2015-16, 2016- 17) – Form T2

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

10

2 projects – 6 Marks 3 projects – 8 Marks

4 & above projects – 10 Marks

3.

The bidder should have experience in implementation/ maintenance of multi location, multi party VC solution projects with minimum 100 end points for each project. – Form T3

(Last 3 years (2014-15, 2015-16, 2016-17) contracts will be considered for points award)

10

2 projects – 7 Marks 3 & Above Projects- 10 Marks

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Page 27 of 152

S.No Criteria Max

Score Marks

4.

Average Annual Turnover of the company from from IT/ITE Services/ ICT/ Tele Communications/ Networking /VC Projects

& services in the last 3 Financial Years ending 31 March 2017 by bidder – (Statutory Auditor/ CA certificate) – Use form T4

10

>=100 cr <200 cr : 6 Marks

>=200 cr <300 cr : 8 Marks 300 cr & Above: 10 Marks

5.

State Head Quarters Proposed Team compliance to the qualifications and experience of Manpower – Submit details as per Form T5

5

SHQ team compliance – 5 Marks

(One mark each for State Project Manager, Network Expert, Network Security Specialist and NMS expert on meeting full criteria Half Mark each for the Videoconferencing expert 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

>=500 < 749 – 3 Marks

> 750 resources - 5 Marks

7.

Valid certifications possessed by the bidder

10

ISO 20000, ISO27001 and ISO 9001 certifications – 10 Marks

Any two of ISO 20000/

ISO27001/ ISO 9001 certifications – 5 Marks 8.

Understanding of TSWAN operations and proposed Methodology for Management of

Infrastructure 10

Bidders Understanding of SWAN 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 5 On bidder`s format

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Page 28 of 152

S.No Criteria Max

Score Marks

to TSTS on deployment of new NMS tool if any in project duration.

12. Migration strategy from existing service

provider and Exit management. 5 On bidder`s format 13.

Technical Presentation 10 On bidder`s format

Total 100

2.3 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. However, 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.The total cost will be computed based on Form F1 (B) Total FM & MS Charges (Incl. all taxes) for TSWAN. i.e. Form F2 (A) AMC Charges (Incl.

all taxes) for TSWAN + Form F2 (B) AMC Charges (Incl. all taxes) for VC Equipment + Form F3 Annual Manpower charges (Incl. all taxes)

Shifting charges will be paid as and when the service is availed on unit rate basis as per Form F4 and shall not be included as part of evaluation of Financial Bids.

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Page 29 of 152

3. Section 3 - Statement of important limits/values related to bid

3.1 Statement of important limits/values related to bid

S.

No.

Item Description

1 EMD (Online payment / Bank Guarantee)

The bidder shall submit the Bid Security (EMD) of Rs.10,00,000 (Rupees Ten Lakh only) in favour of “The Managing Director, Telangana State Technology Services”, payable at Hyderabad.

Online payment/ Bank Guarantees issued by any Scheduled/ Nationalized banks only will be accepted.

Note: Scanned copy of EMD BG document should be uploaded on Telangana e- Procurement website. The Original Copy of EMD should be submitted to TSTSL within one day of bid submission date

2 EMD validity Period Validity should be 210 days from the date of Bid submission.

3 Bid Validity Period 180 days from the date of submission of bids.

4 Contract Period The contract period is 3 Years from the date of signing of the agreement. The contract period may be extended on mutual agreeable terms and conditions

5 Selection Method The selection method is Least Cost Based Selection (LCBS or L1).

6 Tender Fee/ Bid Document Fee Tender document can be purchased from TSTS office, Hyderabad between 10.30 am to 5 pm every day except for Sunday and public Holidays, on payment of Rs.25,000.00 (Rupees Twenty Five Thousand only) in the form of Demand Draft or Banker’s Cheque drawn on/issued by any Nationalized/Scheduled Indian Bank in favour of

"The Managing Director, Telangana State Technology Services Limited" payable at Hyderabad.

The Tender document can also be downloaded from http://www.tsts.telangana.gov.in and https://tender.telangana.gov.in In such case, the scanned copy of DD/Banker`s Cheque for an

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Page 30 of 152 S.

No.

Item Description

amount of Rs.25,000/- (Rupees Twenty Five Thousand only) drawn in favour of "The Managing Director, Telangana State Technology Services Limited" payable at Hyderabad would be required to be uploaded in the Telangana eProcurement website and the original DD/Banker`s cheque must be submitted to TSTS before the bid submission date.

7 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.25,000/- if the purchase value is above Rs.50 crores & GST applicable @ 18% or as levied by Govt. of India on transaction fee through online in favor of MD, TSTS. The amount payable to TSTS is nonrefundable.

Corpus Fund: Successful bidder has to pay an amount of 0.04% on quoted value through demand draft in favor of Managing Director, TSTS, Hyderabad, towards corpus fund at the time of concluding agreement.

8 Variation in quantities +/- 25%

9 Period for furnishing performance security

Within 15 working days from date of signing of Contract.

10 Performance security value 10% of contract value in favour of The Managing Director, Telangana State Technology Services Ltd

11 Performance security validity period 90 days beyond the contract period

12 Date for signing contract Within 10 working days from date of receipt of notification of award

13 Deployment of Manpower As per the NoA/ Contacr agreement 14 Project Kickoff Meeting As per the NoA/ Contacr agreement

15 AMC Period 36 months from the date of successful takeover of all goods/services.

16 Payment terms TSTS will make Quarterly payment to Vendors upon submission of invoices and supporting reports required as per the RFP

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Page 31 of 152 S.

No.

Item Description

17 Bid Submission Procedure On Line (e-Procurement).

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.

18 Procedure for Bid Submission Bids shall be submitted online on eProcurement platform: https://tender.telangana.gov.in

1. The participating bidders in the tender should register themselves free of cost on e- procurement platform in the website https://tender.telangana.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 as detailed in 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 INR only 19 Conditional bids Not accepted, liable for rejection

20 Options for the required equipment If a bidder wants to give options, they may submit it as separate bids along with separate EMD. This will be treated as a separate bid for evaluation.

21 Other conditions 1. After uploading the documents, the copies of the uploaded statements, certificates, and documents, original Bank Gurantee in respect of Bid Security (except the Price bid/offer/break- up of costs and taxes) are to be submitted by the bidder to the O/o The Managing Director, TSTS, Hyderabad within two working days from date of bid submission.

Failure to furnish any of the uploaded documents, certificates, will entitled in rejection of the bid.

Similarly, if any of the certificates, documents,

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Page 32 of 152 S.

No.

Item Description

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. TSTS will not hold any responsibility regarding non-visibility of the scanned and uploaded documents.

3. The Documents that are uploaded online will only be considered for Bid Evaluation.

4. Important Notice to Contractors, Suppliers and Department users: In the endeavor to bring total automation of processes in e-Procurement, the Govt. has issued orders 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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Page 33 of 152

4. Section 4 - Scope of Work

The scope of the work for the Network Operator is to manage the Vertical segment and monitor Horizontal offices connectivity of TSWAN network.

S. No. Hierarchal location Number of PoPs

1 SWAN State Headquarter (SHQ) - NOC 1

2 SWAN District Headquarter (DHQ) 31

3 SWAN Mandal Headquarter (MHQ) 584

Total 616

If any additional PoP is added newly and made operational, it would also be included in the scope of this project. (The increase/ decrease would not be greater than 10% of the total number of PoPs mentioned above).

Also, the Network Operator is required to coordinate with the Bandwidth Service Providers for resolution of issues and ensuring connectivity at various Horizontal Offices in the State. The Network Operator has to provide the required manpower for managing Horizontal Connectivity issues as mentioned in this RFP.

The FM & MS for devices at horizontal offices will be under the scope of the Line Department/ Bandwidth Service Provider.

4.1 Facility Management Services (FMS) & Maintenance Services (MS)

a. FMS and MS Services include but not limited to Provision of required manpower at SHQ, DHQs and MHQs for the operations and maintenance of TSWAN, Network management, monitoring the network availability of all the TSWAN links, SLA maintenance, Asset management, Helpdesk services, Preventive maintenance etc.,

b. Resource Capability and Requirement must be as per point no 4.10 in this document.

c. The staff should have experience as mentioned in point no.4.10

d. The Service Provider shall ensure that the Manpower deployed as part of this project shall be covered under health and accidental insurance for the entire duration of the contract e. Maintenance team:

i. Personnel deployed at SHQ and DHQs should be on the payroll of Network operator’s organization. The Network operator is responsible for the leave management/ training etc.

ii. At MHQ – The manpower to be deployed may/may not be on the payroll of Network operator’s organization. The bidder is responsible for the leave management/ training etc.

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Page 34 of 152 f. Operation and Comprehensive Maintenance Services (MS) – Maintenance of all the equipment of TSWAN for all faults/malfunctions/minor/major failures with required spares for onsite replacements.

g. All equipment installed at each PoP should be under purview of FM & MS service provider and maintenance of SLA is responsibility of FM & MS service provider.

h. The overall management & maintenance support (AMC) includes administration of PCs, Networking devices, ISP leased lines, UPS, ACs, DG Sets, VC equipment etc., and the services running on them. (All equipment will be given in working condition in case of deviation will be excluded and discussed with the successful bidder).

The scope of the Service provider for FMS and MS has been detailed further in the subsequent sections.

4.2 Network Management Services

a. Network management services are to be provided which includes managing all the SWAN elements like routers and switches for required uptime, security, protocols, configuration of the network and performing suitable test to ensure high availability of the network elements &

connectivity.

b. The Network operator shall be responsible for maintenance of all the hardware, networking components & software of SWAN. This maintenance shall be comprehensive onsite maintenance.

c. Network operator shall configure links and devices in the NMS, monitor the availability of links and devices and provide the link and device availability reports as and when required by TSTS and TPA.

d. Operator shall be responsible for configuring the NMS and monitoring the network parameters such as Bandwidth utilization, Latency, Packet loss, Jitter, CPU utilization, Memory utilization, Link availability (Primary and Secondary links) etc., through the NMS tools currently available at TSWAN.

e. Network operator shall be take weekly backups of Router and Switch configuration files.

f. At any point during the contract period, TSTS may procure and replace the existing NMS tools with the latest available tools and it is the responsibility of the operator to support the upgradation/implementation process. Operator shall configure all the network devices, desktops, Firewall and other security devices, UPS and any additional devices suggested by TSTS.

g. NMS tool shall have data for at least six months. Data backup of reports older than 6 months shall be archived in a backup/syslog server. Reports should also be generated and backed up in ‘pdf’, ‘excel’ and ‘csv’ formats.

h. Access control: Role based access control shall be adopted for NMS. Users shall be assigned accesses based on their role and appropriate authorization levels shall be maintained. User activity log and audit trails shall be maintained.

i. It shall be the responsibility of the Operator to generate and share daily/weekly/monthly/yearly performance and uptime reports as and when required by TSTS or TPA.

j. Operator shall be responsible to generate the following reports.

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Page 35 of 152 1. Bandwidth utilization reports

2. Link availability/uptime reports.

3. Link downtime reports 4. Linkwise latency reports.

5. Firewall and other security devices uptime reports 6. CPU utilization reports

7. Memory utilization reports 8. Packet loss reports

Other customized reports as requested by TSTS, ITE&C and TPA.

k. Operator shall carryout the following activities (but not limited to) as a part of Network Administration & Management.

1. Manage network device configurations through proper change requests.

2. Manage network device configuration repositories for versioning and backups.

3. Manage network device software updates through proper change requests.

4. Monitor network devices for performance and availability, resource utilization, logs, alerts, Network availability, CPU utilization, memory utilization, packet loss etc.

5. Role based access control should be implemented for access to networks.

6. Creation and removal of users should go through change management process with all the approvals in place.

7. Password policies shall be maintained by the operator. Password shall be changed as per approved password policy.

8. Network diagrams should be maintained up to date reflecting any changes in the architecture.

9. Configuration of Access control lists.

10. Administering User IDs.

11. Helping Users to use common resources on Network 12. Network analysis and performance tuning.

4.3 Operations & Management

The Network operator shall provide the following services for Management of SWAN. The Network operator shall ensure that appropriate System and Processes are in place and in line with ISO20000 standards for delivering them. Network operator shall draft all the process documents for the following (But not limited to) processes.

a. Configuration Management

b. Incident and Service request Management c. Problem Management

d. Change Management e. Helpdesk Management f. Service level Management g. Performance Management h. Capacity management a) Configuration Management:

Configuration management refers to the process of defining configuration items (CI) within

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Page 36 of 152 TSWAN, recording and reporting on the status of the CIs and any requests for change and inter-dependencies between the CIs.

1. Network operator shall prepare a Configuration management process document and approved by TSTS.

2. All the CIs shall be identified and tagged appropriately.

3. Location, Version, functional status, warranty status, Associated known errors and problems of CIs shall be recorded.

4. Any change in configuration shall follow change management process.

5. Network operator shall maintain a CMDB.

6. CMDB Audits shall be carried out half yearly.

b) Incident and Service request Management:

Incident management is a process to identify, analyze, and correct hazards to prevent a future re-occurrence of incidents.

1. Network operator shall prepare an incident and service request management process document and approved by TSTS.

2. All the incidents and service requests shall be logged in the service desk.

3. Incidents shall be prioritized based on impact and urgency.

4. Network operator shall carry out monthly analysis of Incidents.

c) Problem Management:

Problem management is a process to analyze, identify and prevent underlying problems and resulting incidents.

1. Network operator shall prepare a Problem management process document and approved by TSTS.

2. The Network operator shall analyse data and trends on incidents and problems to identify root causes and their potential preventive action.

3. Network operator shall be maintain a KEDB (Known Error database) for all the incidents.

4. If any problem requires a change in the CIs, shall go through change management process.

d) Change Management:

Change management is a process of systematically handling the changes.

1. Network operator shall prepare a Change Management process document and approved by TSTS.

2. All the changes must go through a change management process and shall be associated with an RFC, CAB approval, change implementation plan and a roll back plan.

3. Network operator shall prepare templates and forms for change requests, change schedule, pre-implementation and post-implementation forms and roll back plan.

References

Related documents

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