PROVISION AND MANAGEMENT OF IT SERVICES

Transcription

1 PROVISION AND MANAGEMENT OF IT SERVICES

2 To AIRINDIA LTD. Materials Management Department Intergrated Service Complex Meenambakkam Chennai No.: MST: 13:IT:1 Date: Sub: Provision and Management of IT Services in all Stations in AIR INDIA Network, Southern Region.- Tender Last date for submission of the TENDER AT CHENNAI is Upto 1030 Hours on 15/06/16 Opening of Tender (Technical Bid only) 1100 Hrs on the same day. Introduction AIR INDIA, Southern region invites sealed TENDER bids from reputed IT Firms for provision and management of IT Services for their establishments at Chennai, Bangalore, Hyderabad, Calicut, Trivandrum, Cochin. Coimbatore, Trichy, Madurai. Vishakapatnam, Mangalore, Tirupathi Vijayawada and Agatti in Southern Region. The deliverables include on site 24x7 provision and management of Network Services (LAN/MAN/WAN), technical support services, Help desk services, vendor management services, asset management services, anti-virus services, backup and restore services, remote management services and maintenance of desktops, printers and network hardware etc. The tender document contains pages comprising of : a) General Terms and conditions -- Annexure A : Page 4 to 11 b) Scope of Work -- Annexure B : Page 12 to 33 c) Technical Bid -- Annexure C : Page 34 to 39 d) Price Bid -- Annexure D : Page 40 to Technical Criteria. 1.1 The Service Provider shall be a limited Company registered under Indian Companies Act, 1956 or Indian Companies Act 2013 or a partnership firm or a sole proprietorship firm or a private limited company duly registered under the concerned acts applicable for conducting business in India The Service Provider should have registered with the Income Tax Department, and the Service Tax Department. Holding ESI and PF code is desirable. If not holding the Service provider must obtain the same within a month of issue of letter of intent. 1.3 The Service Provider should be an ISO 9001:2008 for Facility Management Services/ IT Services. ISO 20000:2011 and ISO27001:2013 are desirable 1.4. Should have a minimum Annual turnover of Rs.10 Crores in each of the last three financial years i.e , and and Annual FMS Turnover of minimum of Rs.1 crore in each of the last three financial years i.e., , and The Service Provider should be executing/have executed at least 2 IT infrastructure contracts each of value not less than Rs 50 lakhs per annum during the last 3 financial years Should have offices at (i) Chennai, Bangalore and Hyderabad (ii)cochin or Trivandrum or Calicut Page 1

3 (iii) and in 3 of the remaining 08 stations (Coimbatore, Trichy, Madurai, Vishakapatnam, Mangalore, Tirupathi, Vijayawada, Agatti ) The Service Provider should not have been blacklisted by any Government /PSU. The Service Provider is required to submit an undertaking to this effect with the bid The Service Provider is required to secure a minimum score of 140 in the ratings allocated for the attributes in order to get enlisted for participating in the tender process BCAS certification preferable. If not holding one, then must obtain the same within 3 months of issue of letter of intent Should provide services at all stations of AIR INDIA in Southern region - Chennai, Bangalore, Hyderabad, Calicut, Cochin. Trivandrum, Tiruchirapalli, Coimbatore, Madurai, Mangalore, Vishakapatnam, Tirupathi, Mangalore,Vijayawada and Agatti A pre bid meeting to clarify issues and answer questions on matters raised will be held on at 1100 hrs in the Office of DGM-IT, Airlines House, Meenambakkam, Chennai Cost of Document The tender document can be collected free of cost on any working day ( Monday to Friday) between 1000hrs and 1300 hrs from Sr. AGM, Materials Management Department Intergrated Service Complex Meenambakkam Chennai Tel: Extn:4105 Timings: to Hrs. Alternatively all documents are available on the web site Service Providers who wish to submit their tender bid on downloaded documents, may do so. Guidelines for Submitting Tender Documents: - 1. The Tender Documents to be submitted will be in two parts: Cover I - TECHNICAL BID Cover II - PRICE BID Cover 1. The duly filled in Technical Bid (Annexure C) along with the Earnest Money Deposit (EMD) of Rs. 2,00,000/- (Rupees Two lakh only) by way of draft/bankers cheque and Scope of work & Terms & Conditions duly signed in all pages should be kept in Cover 1 and super-scribed as Provision and Management of IT Services -Tender No. MST:16:IT:1 dated due date of opening The Tenderers must sign all the pages of Annexure A to C and furnish all required details in Annexure C Note : Tenders received without EMD will be rejected. No details of the Prices should be indicated in the Technical Bid. Cover II : - Price Bid : Only Price Bid should be kept in this Cover and no other document should be enclosed with the price Bid. The Tenderers must sign the Price Bid (Annexure D) and also affix his seal. The cover containing duly filled-in price bid should be sealed and superscribed as PRICE - BID Provision and Management of IT Services Tender No. MST:16:IT:1 dated due date of opening Cover I containing Technical Bids and other Annexures duly signed in all pages together with documentary proof and the Cover II containing Price Bid SHOULD FURTHER BE PUT IN A MASTER ENVELOPE, SEALED AND SUPERCRIBED AS TENDER Provision and Management of IT Services-Tender No. MST:16:IT:1 dated due date of opening Page 2

4 This tender should be submitted to Dy. General Manager (MM), AIR INDIA, Integrated Service Complex, Meenambakkam, Chennai on or before (1030 Hrs). In case both the forms i.e Technical bid and Price bid of the tender are not sealed/closed separately and are received in a single sealed cover, the same will not be considered by AIR INDIA and will be rejected. 2. Tender (Master Envelope) will be opened in the presence of Tenderers present on the due date of opening i.e. on Only Technical Bids (Cover-I) of the tenders received will be opened on that day and the Price Bids will be sealed in the presence of those tenderers present and kept in our custody. The price bid of only those tenderers who are successful in the Technical Bid evaluation will be opened. The Time, date and venue of the opening of the PRICE BIDS will be intimated only to the tenderers, whose Technical Bid is accepted after evaluation based on the criteria enumerated in Annexure C. 3 AIR INDIA reserves the right to reject any or all applications at its sole discretion without assigning any reasons whatsoever and no correspondence will be entertained on the subject. 4 Submission of tender bids shall not be presumed to qualify or entitle the Service Provider to participate in the main bidding process. 5 Incomplete tender bids, bids received without the cost of documents in case downloaded from the web site and bids without supporting documentary proof are liable to be rejected. 6 If any information furnished by the Service Provider is found incorrect at any stage, the Service Provider is liable to be debarred from tendering. AIR INDIA reserves the right to verify the particulars furnished independently. 7. For any technical clarification on the above tender, please contact Dy. GM-IT, AIR INDIA, Chennai-27. (Ph.No: ). Thanking you, Yours faithfully, For AIR INDIA, Dy. General Manager (Materials Management) AIR INDIA, Southern Region, Chennai Page 3

5 ANNEXURE A GENERAL TERMS & CONDITIONS 1. Manpower Deployed The Service provider should ensure to deploy suitable and professionally qualified personnel at each location. The Coordinator should possess a Degree in Engineering with a minimum of 5 years experience in supporting Network infrastructure and should be Cisco and ITIL Certified. Manpower deployed in shifts should have a minimum qualification of 3 year Diploma in Electronic & Telecommunication Engineering/Computer Science/Information Technology with a minimum of two years experience or 4 year Engineering Graduates with a minimum of one year experience. 2. Duration of Contract: The contract period shall be Three years from the date of commencement of Service. It may be renewed by one more year ON THE SAME RATES, TERMS AND CONDITIONS if mutually agreed. IF not AIR INDIA reserves the right to extend the contract for a period of 3 months on the same rates, terms and conditions at the end of the contract period of 3 years. 3. AIR INDIA reserves the right to add and / or delete any of the activities during the period of Contract and no liability shall be on AIR INDIA. 4. The tenderers are advised to study the whole tender document carefully. Submission of tender shall be deemed to have been done after careful study and examination of the document with full understanding of its implications. 5. AIR INDIA reserves the right to accept/or reject any/or all bids, annul the tender process and reject all bids at any time prior to the award of Contract without incurring any liability to the Tenderer(s) or without any obligation to inform the Tenderer(s) of the ground of its action. 6. AIR INDIA LTD. Reserves the right to reject any or all Tenders without assigning any reason whatsoever and also reserves the right to award the Contract to more than One Agency b) AIR INDIA LTD reserves right to reject bids of parties who have i) failed to commence the contract as per the scope of work, terms and conditions within the stipulated time ii) not completed the full term of the contract as per the scope of work awarded to them or iii) given notice to withdraw from the contract during the pendency of the contract. 7. Tenders received after due date will not be entertained/considered. 8. Tenders should be in prescribed form duly signed and stamped and prices be clearly written in ink both in words and figures without any over-writing. 9. Incomplete tender is liable to be rejected. All columns should be furnished with the relevant details and no column should be left blank. In case any columns are left blank, the Page 4

6 ANNEXURE A tender is liable to be rejected. Tenderers should initial all corrections; sign all pages of the tender document and all the enclosures accompanying the tender document before submission of the tender. Non-submission of details / documents as above may lead to rejection of bid. 10. Conditional offers, if any will be rejected. 11. Eligibility Criteria The Service Provider should satisfy the following conditions to be eligible to participate in the tender process. They should submit the completed formats in Annexure C and enclose the required support documents. a) Should be a limited Company registered under Indian Companies Act, 1956 or Indian Companies Act 2013 or a partnership firm or a sole proprietorship firm or a private limited company duly registered under the concerned acts applicable for conducting business in India. b) Should be registered with the Income Tax Department, and the Service Tax Department. c) Should be an ISO 9001:2008 certified company for Facility Management Services/ IT Services. ISO 20000:2011 and ISO27001:2013 are desirable. d) Should have a minimum Annual turnover of Rs. 10 Crores in each of the last three financial years i.e , and and Annual FMS Turnover of minimum of Rs.1 crore in each of the last three financial years i.e., , and e) Should be executing/have executed at least 2 IT infrastructure contracts each of value not less than Rs 50 lakhs per annum during the last 3 financial years. f) Should have offices at (i) Chennai, Bangalore and Hyderabad (ii) Cochin or Trivandrum or Calicut (iii) and in 3 of the remaining 08 stations (Coimbatore, Trichy, Madurai, Vishakapatnam, Mangalore, Tirupathi, Vijayawada, Agatti ). g) Should not have been blacklisted by any Government /PSU. h) Holding ESI and PF code is desirable. If not holding the company should obtain the same within a month of release of letter of intent. i) BCAS certification preferable. If not holding one, then must obtain the same within 3 months of issue of letter of intent. j) Should provide services at all stations of AIR INDIA in Southern region- Chennai, Bangalore, Hyderabad, Calicut, Cochin. Trivandrum, Tiruchirapalli, Coimbatore, Madurai, Vishakapatnam, Tirupathi, Vijayawada, Mangalore and Agatti. k) Should secure minimum score of 140 in the ratings allocated for the attributes in Annexure C 12. While quoting/filling up the Price Bid, the Tenderers should take into consideration the following factors. : a) Rates quoted shall be valid for 90 days from the date of opening of Price Bid. b) Rates mutually discussed, finalized and agreed for the above Service will be firm and valid for the agreement period of three years. c) The rates quoted, should be inclusive of all taxes, costs, PIC issued by BCAS, etc., but exclusive of Service Tax (Payable as per applicable rates) and Airport Levies. Airport Page 5

7 ANNEXURE A Levies will be reimbursed on production of proof of remittance. Such proof should clearly bear that the remittance is towards provision and management of IT services to AIR INDIA. d) During the pendency of the Contract, request for increase in monthly contractual amount will not be entertained under any circumstances. 13. AIR INDIA reserves the right to reject any or all Tenders without assigning any reason, whatsoever and also reserves the right to award the contract to more than one Agency. 14. Earnest Money Deposit a) Rs.2,00,000/- by way of Bank Draft/Bankers Cheque drawn in favour of Air India Limited payable at CHENNAI should be submitted along with the Tender. No other mode of payment is acceptable. b) Earnest Money Deposit will not carry any interest. c) Earnest Money Deposit amount in respect of successful tenders will be adjusted against Security Deposit. d) Earnest Money Deposit in the case of unsuccessful tenderers will be refunded only on finalization of the tender. e) In case, the successful tenderers fails or refuse to accept the contract offered in full or in part, the Earnest Money Deposit will be forfeited. f) Tenders received without Earnest Money Deposit shall be rejected. 15. Clarification and additional information During evaluation, AIR INDIA may request Bidder for any clarification on the bid, additional or outstanding documents. Bidder shall submit all additional documents in one original and one copy. However, seeking clarification shall be on sole discretion of AIR INDIA. 16. Arithmetical Errors Arithmetical errors, if any, in the financial bid shall be rectified in the following manner: a) If there is a discrepancy between the unit price and the total price that is obtainable by multiplying the unit price with quantity, the unit price shall prevail and the total price shall be corrected by the purchaser accordingly. b) If there is an error in the total corresponding to the addition or subtraction of subtotals, the subtotals shall prevail and the total shall be corrected accordingly c) If there is a discrepancy between words and figures, the amount in words shall prevail unless the amount expressed in words is related to an arithmetic error, in which case the amount in figures shall prevail subject to a and b above 17. Errant Bidders In case after price bid opening the lowest evaluated bidder (L1) is not awarded the works for any mistake committed by them in bidding or withdrawal of bid or varying any term in regard thereof leading to re-tendering, AIL shall forfeit Earnest Money paid by the bidder and such bidders shall be debarred from participation in re tendering of the Page 6

8 ANNEXURE A same works(s) as well as against any tender enquiry for any service sought by AIL or its subsidiaries at all locations 18. Blacklisting conditions The Service Provider shall be black listed from participating in AIL tenders for next 3 years a. Adopts fraudulent practices and against errant bidders as detailed above b. Withdraws after award of the contract / LOI and fails to commence within the specified stipulated period and perform the contractual obligations during the currency of the contract. 19. The successful Tenderer should execute an agreement with AIR INDIA. The agreement shall be for the scope of work required by the airline at the time of award of contract 20. Security Deposit : a) The successful tenderer will be required to deposit 5% of annual agreement value after adjusting the amount of Earnest Money, as Security Deposit with AIR INDIA by Demand Draft/Pay Order within 2 (Two) weeks of communication of acceptance of tender for the satisfactory performance of the contract. Alternatively, Bank Guarantee valid for a period equivalent to the duration of the contract plus three months from a Scheduled Bank in lieu of the said amount will be accepted as Security Deposit. Security Deposit will not carry any interest. b) Security Deposit will be refunded only after successful completion of all the contractual obligations by the successful tenderers/service Provider. c) Security deposit will be forfeited in the event of the contract offered in full or in part not being fulfilled by the tenderers / Service Provider. 21. The Service Provider will be solely responsible for complying with various statutory regulations such as PF, ESI, Minimum Wages act, Bonus Act or other local laws that are in force or that may become applicable from time to time in respect of persons so engaged by him and he shall be solely responsible for any breach or violation of any or all of the regulations as applicable from time to time. Service Provider should also obtain requisite licenses from the Issuing Authorities concerned. 22. The Service Provider will ensure compliance to all safety/security regulations of AIR INDIA/AAI/ any other agency associated with the airport activities rigidly. Any violation will be at the cost and risk of the service provider. In the event of discovery of any incriminating object in the possession of any person employed by the Service Provider, action will be taken as per legal provision governing unlawful interference and threat to the Civil Aviation. 23. The Service Provider will be solely responsible for injury and safety/security of the persons, buildings structures, boundary walls and open area. In case of any injury caused to any person or damage caused to property of AIR INDIA/AAI/any other agency associated with Airport Activities by persons deployed by the Service Provider, it will pay compensation for such injuries or damages caused as may be required by Law. 24. The Service Provider shall be personally responsible for any theft, dishonesty, and/or, disobedience on the part of personnel provided by him for executing the contract. Page 7

9 ANNEXURE A 25. The Service Provider shall solely be responsible for the acts and deeds of his personnel deployed by it for the job. AIR INDIA will in no way be responsible for violation of any rules/regulation/instruction of the concerned agencies and/or for any loss or damage caused by its workman and any such loss or damage shall have to be compensated /borne by the Service Provider. 26. The personnel deployed by the Service Provider to execute this Service shall under no circumstances be deemed to be in the Employment of AIR INDIA. 27. The Service Provider shall be the Employer for his Engineers/Technicians etc. and AIR INDIA. Will not be held responsible fully or partially for any dispute that may arise between him and his workers 28. The Service Provider should provide the service as mentioned in the Scope of work by deploying their personnel under their own supervisors. 29. Personnel deployed by the Service Provider shall on request basis be allowed to avail only the Canteen facility on cost to cost basis and the amount will be deducted from the monthly Contractual amount. The above facility will be extended subject to approval of competent authority and subject to review. 30. The Service Provider has to ensure that the disbursement of wages to its employees will be made on or before the 10 th of each calendar month, so as to ensure that the prescribed minimum wages are paid for the applicable category of its employees. Proof of payment of wages to be submitted to AIR INDIA along with the bills for services rendered for processing of bill payments by AIR INDIA and shall be kept by AIR INDIA for verification by any third party including Government Agencies. 31. The Service Provider will be responsible for arranging Airport Entry passes (AEP) for airport location in respect of its personnel at his own cost. 32. The Service Provider should obtain the requisite approval/ necessary clearances from regulatory authority of the concerned airport and the Bureau of Civil Aviation Security (BCAS), Government of India, Etc., before commencement of work as made mandatory for any agency carrying out functions in the restricted areas of Indian Airports. The Service Provider should at its own cost obtain security clearance to comply with the requirement of Rule 92 of Aircraft Rules 1937 (amended in 2004) from BCAS Headquarters, New Delhi before commencement of work. 33. The Service Provider should ensure prior verification of character and antecedents of its Personnel from local Police before deployment, AIR INDIA being a protected industry and Airport a protected Area. Every employee s photograph, personal details, copy of Police verification of character and antecedents, and the Service Provider s undertaking should be furnished to AIR INDIA s Security department, before deployment of personnel for rendering the services. It will be the Service Provider s responsibility to submit/surrender the Airport Entry passes of its employees immediately to AIR INDIA on demand. Page 8

10 ANNEXURE A 34. The Service Provider should provide at its own cost, proper uniforms of distinct colour for all its employees deployed in AIR INDIA and high visibility jackets for the personnel deployed at airport. 35. The Personnel deployed should possess photo identity cards provided by the Service Provider under its signature and company name and seal apart from Airport Entry Pass issued by BCAS for Airport Entry to be shown as and when demanded by AIR INDIA officials. 36. The Service Provider should have a system to issue and retrieve the AEP of its employees while they report and leave the AIR INDIA/Airport premises, so as to ensure that the same is not being misused. 37. The Service Provider should have a system to surrender the expire/lapsed/terminated AEP of its employees to the issuing authority. 38. The Service Provider is responsible for good conduct of its employees in AIR INDIA/airport premises. Any lapse noticed on the part of any employee of the Service Provider involved in theft/pilferage/malpractices shall be enquired into by AIR INDIA Security/other officials and suitable action including legal proceedings will be initiated for breach of contractual liability along with penal provisions of law. AIR INDIA reserves the right to impose penalty on the Service Provider apart from AIR INDIA s right to take appropriate legal action. 39. The Service Provider should ensure that no unauthorized personnel other than those deployed by it specifically for the services, gains access to AIR INDIA premises where the services are being provided. 40. Service Provider shall maintain necessary documents / records for statutory compliance and produce the same before Station Manager / Chief Manger IT/Sr. Manger (S&M) or any other official authorized in this regard. 41. Payment of Bills. a) The service provider shall submit his monthly bills towards the service rendered in the previous month to DGM (IT) for scrutiny and certification. The Service Provider should also submit the requisite proof of remittance of contributions to PF, ESI and other statutory dues and a copy of the disbursement of wages to their workmen along with the bill. Payment will be normally made within 30 days from the date of submission of the Bills. The Service Provider should also submit the monthly SLA report of each station duly certified by the AIR INDIA representative at the station along with the bills. b) Necessary deductions towards income tax, other taxes etc. if any shall be effected at source at the time of settlement of monthly bills. 42. Recovery of sum due : a) Whenever under this contract any sum of money is recoverable from the Service Provider, AIR INDIA shall be entitled to recover such sum by appropriating in part or full from the said security deposit already deposited by the Service Provider. Page 9

11 ANNEXURE A b) In the event of said security deposit being insufficient, the balance of total amount recoverable, as the case may be, shall be deducted from any sum due to the Service Provider under this or any other contract with AIR INDIA. Should this amount be insufficient to cover the said full amount recoverable, the Service Provider shall pay to AIR INDIA on demand the balance amount, if any, due to AIR INDIA within 10 days of the demand by AIR INDIA. c) If any amount due to the company is so set off against the said Security Deposit, the Service Provider shall have to make good the said amount so set off to bring the security deposit to the original value immediately but not later than 10 days. 43. Penalties: The Service Provider is expected to maintain the performance levels as indicated in the Service Level Objectives. A penalty of maximum of 10% of the charges applicable for that location or Rs. 1000/-, whichever is higher will be levied which will be adjusted from the next payment. The penalty for absenteeism will be Rs 1000/- per shift. The decision of the DGM-IT will be final and binding on the party. 44. Indemnity: a) The service provider shall indemnify AIR INDIA against any claims, damages, loss or penalty including costs thereof in case of liability arising out of any accident/incident involving manpower deployed by him. b) The service provider shall indemnify AIR INDIA against any claims, damages, loss or penalty including costs thereof arising out of any breach or violation of any of the provisions of all the laws, including labour laws as applicable from time to time, governing the employees employed by the service provider. c) The Service Provider shall indemnify AIR INDIA against third party claims of infringement of patent, trademark, copyright or industrial design or rights arising from the use of supplied software and related services or any part thereof. 45. Extension/Termination of agreement: a) The validity of the agreement comes to an end IPSO FACTO by efflux of time unless otherwise renewed/terminated. b) The agreement may be renewed for a further period of ONE year on the same rates, terms and conditions if mutually accepted. c) If not, AIR INDIA reserves the right to extend the agreement for a period of three months at the same rate terms and conditions. d) In the event the service provider failing to comply with any of the terms and conditions of the agreement or misconduct on the part of the employee of the Service Provider, AIR INDIA shall be at liberty to terminate the contract with besides forfeiting the security deposit. AIR INDIA also reserves the right to claim from the Service Provider for any loss sustained due to unsatisfactory performance of the Service Provider e) The contract can be terminated by either side by giving six months notice in writing. f) AIR INDIA may at any time terminate the agreement with immediate effect by giving written notice to the Service Provider if the Service Provider becomes bankrupt or otherwise insolvent, provided that such termination will not prejudice any right of action or remedy which has accrued or will accrue thereafter to AIR INDIA. Page 10

12 ANNEXURE A g) However, AIR INDIA, reserves the right to terminate/cancel the order partially or fully without notice and without assigning any reason and without any liability to AIR INDIA 46. Arbitration: Any dispute arising between the parties in respect of the construction, interpretation, application, meaning, scope, operation or effect of this document or the validity or breach thereof, shall first be settled by mutual consultation. If the dispute remains unresolved after a period of 90 days from the date when the mutual consultation has started, the matter shall be referred for settlement to SCOPE FORUM OF CONCILIATION AND ARBITRATION, Government of India, and the award made in pursuance thereof shall be binding on the parties. The venue of arbitration shall be at Chennai, India. 47. Force Majeure Neither Party hereto shall be liable for failure to perform or for delay in performing any of its obligations under the agreement, if such failure or delay is caused or results from a condition of Force Majeure. The term Force Majeure as used in this agreement means Accidents, Act of God, War, Revolt, Riot, Fire Tempest, Flood, Earthquake, lighting, direct or indirect consequences of war (declared/undeclared), sabotage, hostilities, National emergency, Civil disturbances, Natural Calamities, Commotion, Embargo (Blockage) or any law or promulgation, ordinance or Executive order whether Central or State or Local or Municipal Authorities, Regulation or Breakage/Leakage, Bursting or Freezing of pipeline. 48. Jurisdiction: In respect of any matter pertaining to such arbitration the courts of law in Chennai shall have the exclusive jurisdiction. Page 11

13 ANNEXURE B INTRODUCTION AIR INDIA has its Southern Region headquarters at Chennai and covers the five southern states namely Tamil Nadu, Kerala, Karnataka, Andhra Pradesh and Telengana states. It operates to 14 airports in these states namely, Bangalore, Hyderabad, Vishakapatnam, Tirupathi, Chennai, Coimbatore, Tiruchirapalli, Madurai, Trivandrum, Kochi, Kozhikode, Agatti, Vijayawada and Mangalore. It has its Booking Offices and other offices at the above cities. AIR INDIA Data network consists of high speed MPLS network with VPN back up. The network supports access to the various offices of AIR INDIA. AIR INDIA has invested considerably to build up its IT Infrastructure which is critical to its day to day operations. AIR INDIA has out-sourced the maintenance of its IT infrastructure. IT Infrastructure needs to be managed by a single vendor to ensure high level of system availability to the users of AIR INDIA and thereby increasing the productivity and profitability of the organization. 1.0 SUPPORT METHODOLOGY AIR INDIA is looking for a single vendor to provide and manage the IT services through a single window approach and the service level agreement will be signed for the total services. Provision and Management of Services at AIR INDIA requires a clearly defined team structure to ensure seamless service delivery. The Service provider should ensure to deploy suitable and adequate number of personnel at each location whose activities should be supervised and coordinated by supervisory personnel of the Service Provider in each state. The Service Provider should designate one of their supervisory personnel to co-ordinate and discuss SLA with AIR INDIA. However, it will be the duty of the service providers to maintain the required team size to achieve the stipulated SLA parameters of the contract. AIR INDIA also expects the service provider to use certain automated management tools for effective service delivery as listed below. 1. Help Desk tool 2. Network/bandwidth monitoring. 3. Trouble shooting tools. These tools will not be owned by AIR INDIA and the service provider should own the legal copies of these tools with necessary licenses to use the same at AIR INDIA. Specifications of these tools are stipulated in the subsequent sections of this RFP. Air India is in the process of implementing Active Directory Services in the next six months. The Service Provider is required to utilise the facilities available in Active Directory for management along with the tools mentioned above. Page 12

14 ANNEXURE B 2.0 MODE OF DELIVERY AIR INDIA requires onsite support/remote support at 34 locations across the 14 stations listed above. Remote support would be extended from the AIR INDIA office at Chennai or any other station. AIR INDIA reserves the right to shift from onsite support to remote support at other locations. Remote support would also entail fortnightly visits to the offices to monitor the performance of UPS and other equipment and for asset management. The Service Provider is required to provide details of manpower to be deployed at the various stations/locations along with details of software tools to be used as part of the technical bid. Comprehensive maintenance of PCs and printers requires positioning of onsite resource in case the number of devices (PCs and printers) exceeds SCOPE OF WORK FOR IT INFRASTRUCTURE MANAGEMENT- 3.1 SERVICES AND DELIVERABLES INTRANET SUPPORT The Service Provider is required to ensure continuous availability of system access at various AIR INDIA offices/locations as per details listed in the terms of reference. AIR INDIA reserves the right to change/upgrade the equipment/network to suit its IT requirements NETWORK MANAGEMENT SERVICE Air India leases out its MPLS WAN network from M/s BSNL and the same is managed by Dimension Data. Service Provider is required to ensure the network is trouble free and well optimized. List of deliverables Manage effectively and efficiently the day to day network operations of LAN/WAN/MAN using the network monitoring tool. Fault Management identifying LAN faults and getting them resolved through concerned local vendor providing maintenance services if the same is of serious nature. Providing 1 st level of trouble shooting diagnoses and escalating calls as per escalation matrix supplied by AIR INDIA. Updating the documentation of the LAN setup. Providing 1 st level troubleshooting and diagnosis and escalating the calls to concerned parties and to the technical backend team in case of hardware or configuration related problems. Helping users to use the systems properly by conducting occasional hands-on training. Identifying WAN problems and getting them resolved through service provider as per SOP provided by Air India. Monitoring switching over to back up links in case of failure of main links. Maintaining of database pertaining to uptime of all links. Liasoning with service provider regarding billing, payments and follow up for provisioning of new data circuits. Page 13

15 ANNEXURE B TECHNICAL SUPPORT SERVICES The Service Provider is required to provide first level support to all users. List of deliverables Providing 1 st level trouble shooting & diagnosis & escalating calls to warranty/amc vendor/air INDIA Engineer. Support on desktop OS, Other Vendor software and other application software (Windows NT, Win 2000, WinXp, Win7, Win8, MS Office, Liaison, SRDT, Lotus Notes, SAP ERP,etc.) Performing any Install, Move, Add or Change at the client level System startup & shutdown Monitoring CPU utilization, disk space usage etc. / vis-à-vis thresholds and submitting periodic resource utilisation reports. Resolving operations problems Creating/modifying/deleting users and groups Installation of OS upgrades and patches as and when provided by AIR INDIA/vendor. Service Provider to ask for the patches from the AIR INDIA/Vendor well in time. Re-installing OS (if required) Performing system performance tuning once every quarter changing the system configuration parameters and reorganizing the disk space etc. Periodically checking all electrical power outlets on the UPS supply to ensure that the voltages (earth-to-neutral) are as per permissible limits. If not, the same should be attended to, under the guidance/ instructions of AIR INDIA officials. Monitoring the basic infrastructure and ambience of IT rooms including Air-conditioners, fire extinguishers, cleanliness etc. Virus Control Registering and updating the anti-virus tool on the server(s) and all desktops in AIR INDIA as per defined periodicity Diagnosing and rectifying any virus problems that can be fixed by the anti-virus tool supplied by AIR INDIA Providing feedback on any new viruses detected AIR INDIA will provide licensed copies and authorization codes (where applicable) to the Service Provider, and the Service Provider shall make its own arrangement to get all software bug fixes, patches, upgrades from the concerned software principals. However, AIR INDIA shall provide necessary software support agreements that have provision of the same. In case of any problems in getting these bug fixes, patches, upgrades from the concerned software principals, service providers shall escalate the same to AIR INDIA IT Team HELP DESK SERVICES Service Provider is required to provide a single point of contact for the IT needs of all users. The Help Desk needs to be setup at AIR INDIA for first level of call handling. List of Deliverables Log user calls and give them a call ID no. Page 14

16 ANNEXURE B Assign severity level to each call based on the type of call. Track each call to resolution Escalate the calls, to the IT team of AIR INDIA if necessary as per defined escalation matrix Analyze the call statistics Provide the Management of AIR INDIA with Reports as defined. Ensure that all calls are attended satisfactorily within the maximum time limit specified. A dedicated help desk executive should manage the help desk at Chennai on a 8x6 basis and coordinate with the various locations/stations to consolidate the details of calls logged on a daily basis and submit the daily reports to the AIR INDIA IT Coordinator. Each location will have a help desk for handling calls corresponding to that location. Service Provider should provide the software tool to be installed at Chennai and accessed by all locations. Service provider should provide necessary hardware (server, AIO printer etc), Operating system, Licensed Antivirus, database and software for the help desk package. The details of the software are mentioned in Section 6.1. The Help desk software must be installed and customized to the needs of AIR INDIA as per implementation schedule agreed upon failing which a penalty of Rs 1000/- will be levied per week of delay VENDOR MANAGEMENT SERVICE Provide a single point of contact for interacting with the various vendors and resolving the problems. List of deliverables Maintaining database of the various vendors with details like contact person, telephone nos., escalation matrix, response time and resolution time commitments etc. Logging calls with vendors if not solved by team, coordinating with the vendors to get the problems resolved and updating central helpdesk for call management. Escalating problems, to OEM if local vendor cannot solve the problem. Keeping track of the hardware and software maintenance contracts entered into by AIR INDIA, with the various vendors and analyzing their performance. Consumables Management. Logging calls with vendors for LAN /Power cabling and AMC vendors for Electrical/ AC/ Fire Extinguishers/ Rental copiers and any other IT equipment ASSET MANAGEMENT SERVICE To build a data base of current IT assets and track changes to the same List of Deliverables Create hardware asset database by recording information like configuration details, serial number, asset code, warranty and AMC details etc. Record all installation of new machines, movement within site/locations, changes in configuration of machines. Create Software inventory with information such as License, Version Numbers and Registration Details. Page 15

17 ANNEXURE B Software License Management. Registration of all software procured by AIR INDIA with respective agencies. Notifying AIR INDIA on contract renewal. Monthly asset movement report. Quarterly asset report to AIR INDIA Management of Assets should be part of the Help Desk Tool BACKUP AND RESTORE SERVICE Service Provider is to ensure that the organisation is protected from data loss. List of Deliverables: Taking backup as required(system/incremental/full backup) and ensuring secure storage and handling of media to prevent data loss. Conduct restoration drills with sample backed up data on a quarterly basis to confirm data integrity. Maintain backup logs SYSTEM ADMINISTRATION SERVICES Service Provider to ensure availability of ADS and Anti Virus Servers. List of Deliverables: Installation & configuration of the OS, configuration of the network, user management, disk management Routine backup and restoration Resource monitoring and proactive problem management Preventive and corrective maintenance on the system Escalating to the AMC / Warranty vendors if needed and following it further for call closure within the stipulated SLA of the other vendors VOICE COMMUNICATION SUPPORT SERVICES Service Provider to ensure availability of Voice communication services. Providing 1 st level trouble shooting & diagnosis & escalating calls and escalating calls as per escalating matrix supplied by Air India. Performing any Install, Move, Add or Change at the client level Providing 1 st level troubleshooting and diagnosis and escalating the calls to concerned parties and to the technical backend team incase of hardware or configuration related problems. Liaisoning with AMC vendor of Radio Telephony (RT) sets for maintenance of RT Base station and RT sets during normal operation. Page 16

18 ANNEXURE B REMOTE MANAGEMENT SERVICES Service provider is required to manage the sites identified for remote management from Chennai, Bangalore, Hyderabad and the stations in Kerala Provide 1 st level of trouble shooting & diagnosis remotely. Resolve problems reported with the use of the remote management tool Escalate the calls in case it requires on site visit. Schedule Fortnightly visit to the remotely managed site to check, UPS, network and other IT Infrastructure. To liason with the AMC vendor for resolution of problems reported in the IT infrastructure MINOR PROJECT IMPLEMENTATION SERVICES Minor projects are defined as a set of activities that have a specific project related objective and time line for completion like Haj activities,. The minor projects are part of the expansions / modifications of the existing IT Infrastructure. The Vendor will have to take up minor projects which come up from time to time to enhance the infrastructure to meet the changing business needs. The projects will be executed in accordance with AIR INDIA s project management standards as advised to the Vendor from time to time. Basic activities envisaged as minor projects are Moves & Changes This service will cover moves & changes of network components and equipments within and between locations. Network Extensions This service will cover enhancements and extensions of networks and related equipments at the existing locations of AIR INDIA or to a new location. New Installations There are new products & solutions getting implemented as part of the ongoing modernization. Corresponding vendors will install these products & solutions and this needs to be coordinated by the Service Provider with them to meet the time line of the project. Central project coordinator will be the single point responsible for planning and getting the minor project plans approved by AIR INDIA. Team members at each location will be part of the minor projects for effective implementation. Also, for further technical support services on the implemented products, solutions and services, documentation needs to be completed and submitted to AIR INDIA time-to-time on mutually agreed dates. 3.2 SERVICES AND DELIVERABLES- COMPREHENSIVE MAINTENANCE OF DESKTOP /PRINTERS/SWITCHES To provide comprehensive maintenance support to equipment as detailed in the terms of reference AIR INDIA reserves the right to change/upgrade the equipment to suit its IT requirements. Page 17

19 ANNEXURE B List of deliverables To provide comprehensive maintenance of PCs and Printers at various stations. To repair/replace faulty components with standard spares. In case of replacement of faulty components an equivalent capacity/make should be provided To install/reinstall OS and other application software in desktops. Periodic maintenance of PC s /printers. To provide spare equipment if the problem is not resolved within the SLA parameters. 3.3 SPARES SUPPORT POLICY Desktops The Item wise replacement is as under in case the original item is not repairable Item Motherboard RAM PROCESSOR HARDISK Ethernet Card Replacement MB of the same PC brand which is covered under AMC,viz IBM,ACER,HP same chipset or higher config board / Intel MB TRANSCEND/KINGSTON same speed or higher INTEL same model,speed or Higher SEAGATE / QUANTUM/ HITACHI / WD same type rating or higher Intel same speed or higher Printers Comprehensive maintenance includes all the repairs and spares including plastic parts, fuser assembly, Teflon sleeve, pressure roller etc of all printers (OEM Spares/parts only) except consumables like printer cartridges/ribbons/toners only. Comprehensive maintenance will also include power adapter. In case of replacement of printers, the make should be same as the original and model could be the same or of the next higher model. 3.4 TERMS OF REFERENCE Current Information Technology Infrastructure of AIR INDIA: AIR INDIA has its own dedicated LAN/WAN network catering to its own offices (Intranet). The approximate list of hardware and data circuits at the various stations in Southern region is given below. However, AIR INDIA may change/upgrade equipment as necessary to suit its Information Technology needs. Page 18

20 ANNEXURE B ADDRESSES OF LOCATIONS TO BE SUPPORTED Station Location Address Chennai Airport Integrated Service Complex, Chennai Airport, Chennai Booking Office 19, Rukumani Lakshmipathy Salai, Egmore, Chennai Bangalore Airport Landside Building, BIAL Airport, Devanhalli, Bangalore Bangalore HAL Airport Vimanpura, HAL Airport, Bangalore Bangalore Booking Office Unity Building, J.C. Road, Bangalore Hyderbad Airport Terminal, HIAL Airport, Shamshabad, Hyderabad Hyderbad C T C Central Training Establishment, Ferozeguda, Begumpet, Hyderabad Hyderabad M R O Air India Engineering Services, MRO Complex, Near Gate No 3, Opp Skygourmet, Shamshabad Airport, Hyderabad Hyderbad Booking Office , Hill fort Road, HACA Bhavan, Saifabad, Hyderabad Coimbatore Booking Office 1605,Trichy Road, Coimbatore Coimbatore Airport Peelamedu Airport, Coimbatore Trivandrum Booking Office Air India Building, Museum Road, Vellayambalam, Trivandrum Trivandrum Airport International Terminal Building Shangumugham, Trivandrum Airport, Trivandrum Calicut Booking Office Eroth Center, Bank Road, Calicut Calicut Airport International Terminal Building, Calicut Airport, Karipur, Calicut Cochin Booking Office Airlines House, Durbar Hall Road Cochin Cochin Airport International Terminal,Nedumbassery Airport Ernakulam, Cochin Madurai Airport Domestic Airport, NAA Building, Avaniyapuram, Madurai Vizag Booking Office LIC Building, Jeevan Prakash, Jeevan Marg, Vishakapatnam Vizag Airport Vishakapatnam Airport, NAD Post, Vishakapatnam Trichy Booking Office 4A, Kala Kavery, Dindigul Road, Trichy Trichy Airport Trichy Airport, Sempattu, Trichy Mangalore Booking Office Hathill, Lal Bagh. Mangalore Mangalore Airport Bajpe Airport, Mangalore Tirupathi Booking Office 746F, Tirumala Bye Pass Road, Tirupati Triupathi Airport NITB, Renigunta Airport, Tirupathi Vijayawada Booking Office /1, Opposite Hotel Kandhara, Bundar Road, Vijaywada Vijayawada Airport Gannavaram, Vijayawada Page 19

21 ANNEXURE B EQPT MAKE MODEL BLR BLR BO CCJ BO CCJ DETAILS OF EQUIPMENT IN SOUTHERN REGION CJB CJB BO COK COK BO HYD HYD HYD MRO CTE HYD MBO PC HP HP HIN CLIENT HP AIO IBM THINK CENTER IBM NET VISTA ACER VERITON ACER POWER CHIRAG CHIRAG OTHERS OTHERS IXE BO HCL/VXL LOP DELL/HP/FUJI PRINTER HP LASERJET INKJET DESKJET EPSON DMP INKJET BROTHER LEXMARK TVS DMP OTHERS LJ OTHERS DMP BPP INTERMEC PF4I 5 5 IER BTP INTERMEC PF4I 1 1 UNIMARK ET ROUTER CISCO 1800/1841/ /3700/ SWITCH CISCO 2950/ IXE IXM MAA AH MAA MAA BO TIR TIR BO TRV TRV BO TRZ TRZ BO VGA VGA BO Page 20 VTZ VTZ BO Grand Total

22 ANNEXURE B EQPT MAKE MODEL BLR BLR BO CCJ BO CCJ DETAILS OF EQUIPMENT IN SOUTHERN REGION CJB CJB BO COK COK BO HYD HYD MRO HYD CTE HYD MBO DLINK COM 4226T/4210T OTHERS UPS OTHERS OFFLINE GRAND TOTAL LIBERT/OTH 2/3KVA S LIBERT/OTH 5KVA S LIBERT/OTH 6KVA S LIBERT/OTH 10KVA S EMERSON 20KVA 2 2 LIBERT/OTH S IXE BO 25KVA EMERSON 60KVA 2 2 IXE IXM MAA AH MAA MAA BO TIR TIR BO TRV TRV BO TRZ TRZ BO VGA VGA BO VTZ VTZ BO Grand Total Page 21