REQUEST FOR PROPOSAL (RFP)
for
Comprehensive Maintenance Services Contract
for High End Computer Systems
RFP ID: SAC/RFP/DPUR/2016002312
May 26, 2017
Prepared by
GSQAD-SRG Team
SPACE APPLICATIONS CENTRE
INDIAN SPACE RESEARCH ORGANISATION
AHMEDABAD - 380 015
1.0INTRODUCTION
Space Applications Centre (SAC-ISRO) has got heterogeneous mix of high end computers including HPCs, workstations, Servers, Storage Systems and Industrial PCs of various make & models like SGI, HP, IBM, Dell, SUN, Datamini, EMC, Oracle, NetApp, Fujitsu, Lenovo etc. These high end systems include Single/multi-CPU and have Operating Systems (OSs) ranging from proprietary RHEL, Open source Linux variants, Open VMS, Solaris, VMWare and Windows versions. These also include special peripherals devices like DAT Drives, SDLT/DLT/LTO Drives.
The main purpose of this RFP is to solicit proposals from prospective Service Providers for a Comprehensive Maintenance Contract for high end computers as listed in Annexure-I.Proposals are invited in Two parts namely 1) Technical Bid and 2) Commercial Bid comprising of Comprehensive Maintenance Charges (as per Annexure-II) as on date of Tender. Service Provider will use SAC developed Software for complaints handling and Performance monitoring of Service Provider in terms of System Availability and Call Response Time Statistics.
Total systems to be taken under AMC and their configuration details listed in Annexure I. These computer systems are distributed across SAC Main Campus and Bopal Campus in different clusters of computer labs.
- Present Load of Systems (259 Nos)
- Future Load of Systems (244 Nos)
Total (503 Nos)
2.0SCOPE OF WORK
The scope of work for this Contract for various types of high end computers available in SAC Main Campus at Jodhpur Tekra and SAC Bopal Campus shall cover the following points:
2.1Contract Scope: Service Provider has to provide Comprehensive Maintenance Service for high end computer systems covering both hardware and system related software including MS OFFICE and Browser related issues, as mentioned in Annexure-I. This includes replacement of spares, fresh and of same or higher capability, for defective/faulty parts, technical skills support for service/repair related diagnostics and making upgrade to the system as needed by individual user. Service Provider will provide services for data recovery. Service Provider will help in taking system backup based on user request.
2.2System Tagging: Service Provider will verify an inventory of all the computer systems at the start of the contract. Service Provider will assign unique identification AMC No. tag to each of the items accepted for contract, where not available previously. Unique
identification Tag will remain intact till the scope of contract. Each tag will be pasted on the system. The inventory will be updated as and when upgrades are made. New Tag for new systems will be generated and pasted on them.
2.3System Restoration: If a computer system fails, it would be the responsibility of the Service Provider to restore the computer system to the state in which it was prior to the failure. These services shall include re-installation of Operating Systems (OS), all relevant driver software, and all applications software which will finally bring the computer system in its original status. This may be achieved by restoring system level backup available with respective Cluster-In-Charge and/or from the respective original software media available at SAC.
2.4Cost of New Parts Replacement before inclusion in AMC: For faulty items before inclusion of workstation into contract, Service Provider will provide quotation of restoring the system. The said estimate will be approved by SAC before undertaking the job. The payment of such cases will be done to the Service Provider on an actual basis on production of bills to Accounts Section duly certified by the Cluster-In-Charge and SAC nominated Officer. Vendor will not provide with “Énd of Support Product” in case of spares replacement. Service Provider will maintain history of faulty spares replaced. To procure genuine spares from OEM and supply to SAC within stipulated time limit will besole responsibility of the Service Provider.
2.5Preventive Maintenance: This contract shall also include proactive, preventive maintenance of hardware & system software for the computer systems and associated peripherals as defined in section 2.1. The Service Provider shall carry-out preventive maintenance in once in three months with the prior appointment with the Cluster-In-Charge. The Service Provider’s Service Engineer shall check the system by running diagnostics software to ensure that all the units are working satisfactorily. The Service Provider will also do the internal and external cleaning of the system during this preventive maintenance. The Service Provider will help to take proper system level backup during periodic preventive maintenance so that the failed computer system is restored fully to its original state (before going down). Preventive Maintenance activities will include checking the health of operating system, available free space in harddisk, taking backups and checking performance of IO devices. Taking and maintaining system backup periodically is responsibility of individual user.
2.6Service Provider’s Focal Point: Service Provider should provide a resident single focal point contact for all assistance and services under this contract. User will register complaints/calls by SAC developed web application.
2.7Complaints Management Software Use: SAC developed web-based software solution will be used to monitor the complaints and to generate relevant reports. Service provider can maintain their own records as well.
2.8Service Support Time: There will be two levels of service support times. The normal service support will be as per SAC working hours (0900 h to 1730h). The emergency service support will be provided by the Service Provider whenever required at a very short notice during non-working hours/holidays of SAC, as well, at no extra cost. The Service Provider will employ sufficient number of service engineers at SAC to give prompt service and honour the call response time commitment required under this contract.
2.9Call Response Time: There are two types of service calls (1) Normal service call and (2) Emergency service call. Depending on the criticality of the System/Subsystems the Cluster-In-Charge will decide the type of call. For normal calls placed on a working day, the response time should be withinTwo hours (2 Hours). As regards to emergency calls, the response time will be Half an hour (0.5 Hour) during working days and Two hours (2 Hours) during non-working days and beyond 18:30 hours on working days till next working day 9:00 hours. In case of emergency calls, Users will be responsible for entry permissions and overseeing their services. In a quarter of three months, in total, a maximum of 6 emergency calls will be permissible.
2.10System Availability Statistics: System availability figure will be mandatorily calculated using SW for each system/item wise individually by respective Cluster-In-Charge on quarterly basis.
2.11Availability of System Spares:Service Provider to stock adequate Nos of each component including HDD, Memory modules, SMPS, keyboard, mouse and 21” LCD monitors to serve as readily usable spares for faulty parts. List of spares to be maintained by Service Provider Inhouse will be specified during Order placement based on past experience. Any increase in down time due to non-availability of spares shall be the sole responsibility of the Service Provider. Service calls requiring Spares replacement from buffer stock will be resolved in 5 working days and in case of spares replacement after import will be resolved in 10 days.
2.12Inclusion/Exclusion of Systems from Contract: SAC will have an option for adding and/or removing computers from the scope of maintenance contract based on the condition of usage/ obsolescence etc. from time to time with one-month notice period. These systems will be added by getting a quote from the existing Service Provider(s) for similar or new configuration and getting the same approved by SAC authority. The service contract for adding such systems will start with effect from the date of system inspection and after closure of warranty/AMC period. The charges for such cases will be worked out on pro-rata basis.
2.13ISRO IT Security: Service Provider needs to note that as per ISRO IT Security Norms for all types of Hard Disk Drives (HDDs), tape drives, LTOswhich need to be replaced during the CONTRACT period will be property of SAC which will be retained within SAC premises and will not be permitted to be taken out of SAC campuses.
2.14Periodical Report Generation: Service Provider will be required to generate following reports on quarterly basis for this contract.
- Systems availability
- Deployed Manpower availability
- Inventory of systems with unique identification tag
- Preventive Maintenance schedule and results
- Complaints handled
- Components replaced/repaired
- Service Provider’s Engineers will provide daily, weekly and monthly reports of these services to the SAC nominated Officer.
- Addition / deletion of Systems
- Deployment of Manpower at SAC:
2.16.1 Sufficient Engineers: Service Provider is required to deploy a minimum of two experienced Service Engineers withEngineering Degree in Computer,IT (Information technology), Electronics and Communications or Electronics, and three experienced Service Engineers with Engineering Diploma level qualification, to meet contractual obligation of system availability, response time etc. The actual proposed manpower deployment strategy, including the qualification, experience etc. of the engineers, should be clearly indicated in the technical proposal. Deployment should be distributed to cover both SAC main campus and the Bopal Campus. Service Engineers mandatorily to possess professional certification of Redhat Linux/Microsoft server administration. Service Provider to provide proof of certification by Engineers. Onsite Team leader to have atleast 10 years of experience of handling AMC of high end systems.
2.15.1Selection Criteria of Engineers: The engineers should be engineering graduate with minimum THREE years of experience OR Engineering Diploma holder with minimum THREE years relevant experience. However, for both cases experience in the field of computer systems maintenance is essential. The engineers should have enough experience of working for a large organisation where multiple platform/multiple OEM hardware is being maintained by them. Service engineers shall be reporting at SAC full time on all working days and shall attend office on all working days of the Centre as per SAC office timings and keep the discipline and decorum of the office and follow all SAC security guidelines.
2.15.2Vendor Responsibility: The engineers so nominated for SAC project should be in the Service Provider’s payroll for at least one year. Service Provider will have to give list of qualified engineers, their experience and certification details along with their technical proposal.
2.15.3Skill Set of Engineers: In addition to the hardware experience, the engineers to be selected for the project should have thorough working level system administrative capabilities for different versions of Operating Systems like Linux (all flavours), Windows Servers, etc as mentioned in Annexure-I.
3.0TECHNICAL TERMS & CONDITIONS FOR VENDOR QUALIFICATION
3.1 Technical Expertise: Service Provider should have expertise in maintenance of single/multi CPU/multi core systems from Multi-National manufacturers (HP, Dell, IBM, SGI etc.) as indicated in Annexure-I. Vendor should submit documentary evidence of maintaining HP Alpha DS 25 with Open VMS and SGI Altix in India for last 5 years preceding publishing of this tender.
3.2Different OS based Architecture: Service Provider should have necessary expertise in handling various versions of Operating Systems like Open VMS, Solaris, HP Unix, Suse Linux ,VMWare, RHEL and Microsoft Windows Server as listed in Annexure-I.
3.3Cluster Handling Experience: The bidder should submit proof of maintaining more than 500 computer systems in a day including HP Alpha DS 25 servers and SGI Altix systems. As a proof this, bidder has to submit at least 2 PO copies confirming this along with their technical proposal itself.
3.4Years of Experience: Service Provider must have a minimum offive years of experience in providing Maintenance Services of computer systems of various types from Multiple OEMs as indicated in Annexure-I.
3.5Type of Experience: Service Provider should have carried out at least 2 maintenance contracts, for at least 500 numbers of high end computers , with an annual value of over Rupees 75 Lakhs per year in previous two (2) successive years. Service Provider should inevitably produce performance/completion certificates from the user party/ies, for substantiating the same, along with the technical proposal.
3.6Back-To-Back Tie-Up with OEM for Spares: Service Provider should have a formal back-to-back arrangementthrough a written agreement with the all Manufacturers or Original Equipment Manufacturers (OEMs) or Established Suppliers for supply of all such parts of the computer systems which are needed to be repaired or replaced in this contract.
Inclusive spares will be replaced at No Extra cost. Faulty spares to be replaced by Service Provider within 3 Working Days.
3.6.1 Component List Included under CMSC:Mouse, Keyboard, Monitor, Motherboard with CPU, SMPS, HDD & Controller, RAM, Addon ( Graphics Card, Network Card, ASIC Card, GPGPU Card) External peripherals (CD/DVD, DLT, LTO drives) for Storage systems Motherboard, CPU,SMPS and RAM
3.6.2 Component List under CMSC on chargeable basis: Cache batteries for Storage Systems like NAS and SAN, Monitor with physical damage
3.7Back-to-Back Tie-Up with OEM for Skills: Service Provider should preferably have authorisation letter from respective OEM. The letter issued by the OEM on their letter head should clearly mention the enquiry number, duration of support, make and model of the computing systems and their commitment for skills support.
3.8Partial Quote Invalid: Service Provider should quote for all categories of computer systems. Service Provider not quoting for all categories of computer systems will be liable to be disqualified in the bidding process.
4.0GENERAL TERMS & CONDITIONS FOR VENDOR QUALIFICATION
4.1Company Registration: Service Provider must be a Company registered under Indian Company Act, 1956 and should be an established, reputed and reliable Service Provider in the field of providing similar Maintenance Services.
4.2Office Setup & Staff: Service Provider should have a full-fledged office set up within 50 kms of Ahmedabad, should have annual turnover above 50 crores per annum for last 3 years with at-least 10 computer hardware maintenance engineers with above mentioned qualifications and experience on their payroll in Ahmedabad itself. Service Provider is required to submit proof for the same, giving full details of their employees, along with their Technical bid. If required SAC may visit the Service Provider’s office for verification of work orders / space/ manpower/ spares and other infrastructure facilities claimed by the Service Provider. Inability to substantiate/satisfy the requirements put down in this RFP is liable to be disqualified for this contract.
4.3No Black-Listing: The Service Provider’s Company/firm should not have been banned or black listed by any Government Department / Central Government Unit / Public Sector Unit/ Financial Institutions / Court.
4.4Company Credentials: Service Provider should submit copy of audited balance sheets for the last two years. Service Provider should submit PAN card and other sales related registration numbers like TIN, Service Tax, etc.
4.5Performance Bank Guarantee PBG: Service Provider to provide PBG equivalent to 10 % of Order Value.
4.6Security Deposit SD: Service Provider to comply with norms of SD as per ISRO Purchase procedure.
5.0INSTRUCTIONS TO BIDDER
5.1Quotation Submission Requirements:
5.1.1Two Part Tender: Service Provider shall submit quotation in two parts: (I) Technical bid and (II) Commercial bid.
5.1.2Tender Submission Last Date: Both bids should be in separate sealed envelope with clear indication on each envelope and both should be put in one large envelop and addressed to purchase department on or before the last date specified in the tender notification.
5.1.3Technical Bid Compliance Table: Technical bid should indicate the technical details. A compliance table indicating whether the specifications/terms & conditions are met is to be submitted with reasons for deviations, if any. Complete technical literature/leaflets/documents relevant to the offer are to be enclosed to this technical part.
5.1.4Supporting Information: Service Provider should also provide all the other detailed information asked at various places in this RFP, which are required to be submitted along with the technical bid.
5.1.5CommercialBid: should indicate commercial terms & conditions like payment terms, validity etc. and should be sent along with the technical part. Both technical and commercial part should be kept in one cover super scribing tender number and due date on the cover and should be sealed.
5.1.6Contract Duration, Annexures: Service Provider should quote the cost of Comprehensive Maintenance for all computer systems specified in Annexure-I, Commercial Price Bid as per format given in Annexure – II.
5.1.7Tender Dispatch: The large sealed cover should be sent to the following address:
Senior Head, Purchase & Stores, Space Applications Centre, Ambawadi Vistar Post Office, Jodhpur-Tekra, Ahmedabad, Gujarat-380015.
5.1.8Quote Validity: The offer should be valid for a minimum period of 120 days from the due date of opening of the price bid.
5.1.9Quote in Rupees: All amounts shall be indicated both in words as well as in figures. All quotes to be provided In Rupees. Corrections, if any, must be attested. Where there is a difference between amounts quoted in words and figures, amount quoted in words shall prevail.
5.1.10Service Provider’sfocal Person:Service Provider is required to give the name of Contact person from their side for all relevant communications/interactions regarding this contract.
5.1.11Tendering authority check: The authority of the person signing the tender offer, if called for, should be produced.
5.1.12Banker Name: Service Provider should provide along with the offer, the name of their bankers.