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Tender No. 5(16)/2019-CERT-In Copy No. ______________ Government of India Ministry of Electronics & Information Technology Indian Computer Emergency Response Team (CERT -In) Electronics Niketan, 6, CGO complex, Lodhi Road, New Delhi-110 003 TENDER DOCUMENT FOR Annual Maintenance Contract (AMC) for engagement of (i) Professional manpower for the operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In, Ministry of Electronics & Information Technology, Electronics Niketan, CGO Complex Lodhi Road, New Delhi 110003. E-Tender Reference Number 5(16)/2019-CERT-In Date of Issue of E-Tender 16 March 2020 Date of Pre-Bid 23 March 2020 at 1500 Hrs Due Date/Last Date for Online Submission of E-Tender 07 April 2020 at 1400 Hrs Date of online opening of Technical Bid 08 April 2020 at 1530 Hrs Name & Address of Tenderer Director General, Indian Computer Emergency Response Team (CERT-In), Ministry of Electronics & Information Technology, , Electronics Niketan, 6, CGO complex, Lodhi Road, New Delhi-110003 .

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Page 1: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

Tender No. 5(16)/2019-CERT-In Copy No. ______________

Government of India Ministry of Electronics & Information Technology

Indian Computer Emergency Response Team (CERT -In) Electronics Niketan, 6, CGO complex, Lodhi Road, New Delhi-110 003

TENDER DOCUMENT

FOR

Annual Maintenance Contract (AMC) for engagement of (i) Professional manpower for the

operations (ii) Comprehensive Maintenance Service, on annual contract for Security

Equipments installed at CERT-In, Ministry of Electronics & Information Technology,

Electronics Niketan, CGO Complex Lodhi Road, New Delhi 110003.

E-Tender Reference Number 5(16)/2019-CERT-In

Date of Issue of E-Tender 16 March 2020

Date of Pre-Bid 23 March 2020 at 1500 Hrs

Due Date/Last Date for Online Submission of E-Tender

07 April 2020 at 1400 Hrs

Date of online opening of Technical Bid 08 April 2020 at 1530 Hrs

Name & Address of Tenderer Director General, Indian Computer Emergency Response Team (CERT-In), Ministry of Electronics & Information Technology, , Electronics Niketan, 6, CGO complex, Lodhi Road, New Delhi-110003

.

Page 2: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

Government of India

Ministry of Electronics & Information Technology Indian Computer Emergency Response Team (CERT-In)

Electronics Niketan, CGO Complex, Lodhi Road, New Delhi-110003.

TENDER DOCUMENT

CERT-In has been set up to enhance the Cyber Security of the Country. It mainly serves as a central point for responding to Computer Security Incidents as and when they occur. CERT-In is working on 24x7 days of Week basis.

Sealed Tenders, valid for 90 days from the date of opening, are invited by Director General (CERT-In), Ministry of Electronics & Information Technology (MeitY) from the experienced (i) professional manpower providers (ii) computer systems & equipments maintenance service providers, for a total period of three years, renewable on yearly basis, for providing (a) Professional manpower for the operations (b) Comprehensive Maintenance service, on annual contract basis, for the following:

(i) Access Control System ( for entry in the premises through smart proximity card) (ii) Fire Alarm System (iii) CCTV & Digital Video Recording System All the systems/equipments, as mentioned above, are installed at “CERT-In, MeitY, Electronics

Niketan, CGO Complex, New Delhi- 110003”. Detailed information, regarding the (i) terms & conditions, scope of work under operations contract for providing professional manpower for the operations of these systems/equipments (ii) terms & conditions for providing comprehensive maintenance service under the comprehensive maintenance contract (CMC) (iii) inventory of the systems/ equipments to be put under comprehensive maintenance contract, are given at Annexures ‘A’, ‘B’ and ‘C’ respectively. Annexure-A, B and C can be downloaded from eprocurement portal and CERT-In website. The award of the tender will be subject to the terms and conditions given below. The tenderer are advised to read, follow and respond clause-wise to all the applicable terms and conditions carefully to avoid rejections.

General Terms & Conditions:

1. Bidders can download the E-tender document free of cost from website (https://eprocure.gov.in) by

Organization chain Ministry of Electronics and Information Technology (MeitY), CERT-In 2. Bidders have to submit Technical bid as well as Commercial Bid in Electronic format on Central

Public Procurement Portal (CPPP) (https://eprocure.gov.in) website till the Last Date & Time for submission. Physical bids along with earnest money (EMD) should be submitted at CERT-In, Electronics Niketan CGO complex before the closing date and time of the tender.

3. Bidders who wish to participate in tender will have to procure/ should have legally valid Digital

Certificate as per Information Technology Act-2000 using which they can sign their electronic bids. Bidders can procure the same from any of the license certifying authority by Govt. of India.

4. A Bid should be digitally signed, details regarding digital signature certificate are available at

https://eprocure.gov.in/.

5. Terms & Conditions, if any, pre-printed/referred to in the tender papers submitted by tenderer, will not be binding on CERT-In, MeitY. All the terms and conditions for support, maintenance and acceptance, payment terms, penalties etc., will be as those mentioned herein and no change in the terms and conditions by the tenderer will be acceptable. Alterations, if any, in the tender bid terms and conditions should be attested properly by the tenderer, referring to the clause(s) of the terms and conditions mentioned herein, failing which the tender will be rejected.

6. In case, any tenderer desirers to have a look or want to examine the infrastructure, as given at Annexure ‘C; in working conditions, he may do so before submission of bids.

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7. The Registration No. of the firm along with GST No. allotted by the Sales Tax authorities should invariably be given in the tender bid by the tenderer. An attested copy of Valid Income Tax clearance certificate should also be enclosed along with the Technical bid. 8. Initially, AMC will be awarded for a period of one year to the selected / successful tenderer. However, based on the performance and service provided by the selected tenderer during the last one year, AMC will be renewed further for two years, on yearly basis at mutual consent on the same rates and terms & conditions. 9. CERT-In, MeitY reserves the right to modify and amend any of the stipulated terms & conditions / criteria mentioned herein, depending upon project priority vis-à-vis urgent commitments. The Competent Authority also reserves the right to reject or cancel any or all tenders without assigning any reason, whatsoever. 10. Incomplete tender bids/quotations are liable to be summarily rejected. The decision of CERT-In, Meity will be final in this regard and no representation of any kind from any person / organization will be entertained. Any attempt by any of the tenderers to bring pressure of any kind, may render the tenderer disqualified. 11. If the name of the product is changed for describing substantially the same in a renamed form; then all techno-financial benefits agreed with respect to the original product, shall be passed on to CERT-In, MeitY and the obligations with CERT-In, taken by the tenderer with respect to the product with the old name shall be passed on to the product so renamed. 12. CERT-In, MeitY will not be responsible for any delay including postal delays, on the part of the tenderers in obtaining the ‘Tender Document’ and subsequent submission of the tender bids. 13. The tenders/ quotations / offers / responses submitted by telex / telegram / fax/ e-mail or any other manner, other than as specified in the ‘Tender Document’, will not be considered. No correspondence will be entertained in this regard. 14. In the event of the tenderer company / organization or its concerned division, being taken over / bought over by another company/ organization, all the obligations under the agreement with CERT-In, MeitY should be passed on to the new company / organization. This should be made a point in their transfer documents for ensuring its compliance. 15. The tenderer must put his signature on all the pages of tender bid submitted. Unsigned tender bids/ quotation are liable to be summarily rejected. 16. Validity of Offer: Tender bids submitted by tenderer should be valid for a minimum period of 90 days from the date of opening it. 17. CERT-In reserves the right to terminate this contract at any time without citing any reason by giving one months’ notice.

Financial/Payment Terms & Conditions:

1. Performance Guarantee: The Ernest Money Deposit (EMD) submitted by all the tenderers, except the selected one, will be refunded without any interest after the purchase order is issued and accepted by the selected Tenderer. For award of Operations Contract and/or CMC, the selected tenderer will submit a Guarantee equal to 10% of the value of the Operations Contract and/or CMC charges, rounded off to 1000s, as Performance Guarantee towards the operation and /or maintenance services to be provided by the selected tenderer. Selected Tender’s EMD will be refunded on receipt of the Guarantee. Performance Guarantee may be furnished in the form of an A/c payee demand draft, fixed deposit receipt from a commercial bank, Bank guarantee from a commercial bank or FDR or online payment in an acceptable form. Performance Guarantee should remain valid for a period of sixty days beyond the date of completion of all contractual obligations of the supplier including warranty obligations. Performance guarantee should be in favor of “Pay & Accounts officer, Ministry of Electronics and Information Technology” and should be payable at New Delhi.

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2. Payment to the selected tenderer, to whom the Comprehensive AMC or Operations Contract is

awarded, will be released on quarterly (minimum), half yearly or annual basis, as opted by the selected tenderer, on completion of the period opted, subject to satisfactory service, and on receipt of a pre-receipted bill in triplicate addressed to Director General, CERT-In, MeitY, for the said period. On receipt, the bills will be processed for payment. The conditions for advance payment, in any form, put forth by tenderers, in their terms for payment, are not acceptable and are liable to be summarily rejected.

Tender Bid Submission

Other than submitting the bid online the bid should also be submitted physically as listed below

1) (i) The bids should be submitted, as stated herein, alongwith Earnest Money Deposit (EMD) of

an amount of Rs. 1,00,000/- (Rupees One Lakh Only) in the form of Demand Draft / Pay Order / Bank Guarantee / FDR / online payment, in favour of “Pay & Accounts Officer, Ministry of Electronics & Information Technology”, payable at New Delhi. Name, Address and Tel. No. of the tenderer should be mentioned at the back of the Demand Draft / Pay Order / Bank Guarantee.

OR (ii) In place of Bid security the bidder has to submit a security declaration accepting that if they

withdraw or modify their bids during the period of validity, or if they are awarded the contract and they fail to sign the contract or to submit a performance security before the deadline defined in the request for bids document the bidder will be suspended for future from being eligible to submit bids for contracts with CERT-In.

2) Submission of Offers:

Offers must be submitted in three separate sealed covers (Part I, II and III), as mentioned below: (i) The first sealed cover, duly super-scribed “Part I –EMD”, should contain Pay Order / Demand

Draft / Bank Guarantee / FDR / online payment for Rs.1,00,000/- towards Earnest Money Deposit, as mentioned earlier. The envelope containing EMD shall be opened first and in case these two documents are not found in order, as per the guidelines given herein, the tender of the defaulting tenderer shall not be considered and will be summarily rejected.

(ii) The second sealed cover, duly super-scribed “Part II – Technical Bid”, should contain the support services that would be provided inclusive of preventive measures and company profile. Response to all the general requirements, queries, responses, documentary proofs, testimonials, except the commercial / financial bid / quotation should be enclosed in this cover.

(iii) The third sealed cover, duly super-scribed “Part III – Financial Bid”, should contain financial bid detailing price of each item separately. The charges for AMC should be quoted in Indian Rupees only. The financial bids should show the bid price without taxes. The Financial Bids will be kept in Safe Custody and will be opened later after evaluation of Technical Bids. The Financial Bids, of those tenderers, who’s Technical Bids are found acceptable by the Tender Evaluation Committee (TEC), will only be opened for final evaluation & selection.

All the above covers should be placed in another sealed cover, super-scribed “Tender for Operations & Maintenance Contract for the Security related systems at CERT-In” and should be sent to / submitted, as mentioned in the relevant clause herein.

3) The offers, as per the guidelines given herein, should be submitted by hand or should reach by post / courier in the office of “CERT-In, Ministry of Electronics & Information Technology, Electronics Niketan, CGO Complex, Lodhi Road, New Delhi- 110003” by 07.04.2020 upto 2:00PM. The quotations / bids received, after it, by hand, will not be accepted, and the quotations / bids, reaching by post / courier after it, will be returned back to the sender by recording the date & time of the receipt on the envelope, without considering them.

4) Opening of Bids: All the bids, received by the due date and time, will be opened by the Tender

Opening Committee on 08.04.2020 at 3:30 PM at “CERT-In, MeitY, Electronics Niketan, CGO Complex, New Delhi-110003” in the presence of available authorized representative of the tenderers.

Page 5: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

Annexure-‘A’

Operations Contract: Technical Manpower requirement and General Terms & Conditions:

1. CERT-In operates on 24 Hour 7 days of week basis (on all the days of the year, without any off). One

man day is equal to deployment of one person for performing a duty of 8 hours (without any formal

break). On all the days in all the 3 shifts (each shift of 8 hours). 2 Nos. of technical personnel are

required to be deployed by the tenderer for operations of the system / equipments. Considering a

weekly off to each of the personnel deployed, tenderer is required to deploy 07 (Seven) personnel, to

provide the 42 man days of service during a week, under the operations contract.

2. The tenderer should have at least an experience of 3 years in maintenance of the systems and

equipments in Government / PSU / Autonomous / Statutory organisation. In support of the above, the

tenderer must enclose the relevant documentary proof, testimonials from the respective

organizations. (Copy of purchase order to be enclosed)

3. The Tenderers shall be solely responsible for all the activities and shall certify that the credentials of

persons being deployed for the jobs in MeitY have been verified by them and all their acts and deeds

are indemnified. All the deployed personnel will be subjected by CERT-In to security verification

checks regarding their character, antecedents, local & permanent residential address and background

checks by the Police authorities as per Government norms. Tenderer should state regarding

acceptance of this condition in its response. Any tenderer, not accepting this condition, will not be

considered for the contract. However, if nothing is mentioned regarding this condition, then it will be

assumed as acceptance of the condition.

4. The Tenderers should provide necessary standard liveries to his workers and no extra payment shall

be made By CERT-In, MeitY on this count to tenderer.

5. The Tenderers shall deal and settle all the matter related with union leaders and shall make sure that

no labour problem is passed to CERT-In, MeitY.

6. The Tenderers, at all times, should indemnify CERT-In, MeitY, against all the claims, damages or

compensation under provisions of Payment of Wages Act, 1936, Minimum Wages Act, 1948,

Employer’s Liability act, 1938, the Workmen Compensation Act 1923, Industrial disputes Act, 1947

and the Maternity Benefit Act, 1961, Delhi Shops and Essential Commodities Act or any relevant

modification thereof or any other law relating thereto and rules and made hereunder from time to time,

pertaining to labour. The tenderer will be responsible for all the benefits for the personnel deployed for

example ESI, Bonus, gratuity, CPF, Health, Group insurance, etc. CERT-In’s responsibility is limited

to payment to tenderer on man days basis. CERT-In, MeitY will not own any other responsibility in

this regard.

7. During the shift duty, both the personnel will record all their activities in two separate log books at

least on hourly bases, which will be countersigned by the CERT-In’s shift supervisor. On completion

of shift duty, they will hand over the charge to the next two personnel by making relevant entries of

charge handed over / charge taken over, with date & time in the respective log books. All the work

assigned verbally to them in their respective log book with time. Completion of assignment & its

intimation also will be recorded by them in their respective log book with time. The two log books will

also take care of their attendances.

8. The authorized representatives of CERT-In and the selected tenderer will mutually formulate a shift

duty rotation chart and the three shift timings for all the 7 personnel deployed by the selected

tenderer.

9. Printing of Smart Proximity Cards: The smart proximity cards used for entry (access) in CERT-In,

premises are treated as identity Card within CERT-In. The printing on both the sides of the cards, as

acceptable to CERT-In and as per the details, colour, photo, design & drawing approved by CERT-In,

will be an integrated part of the charges for the operations contract. The samples, on demand, may

be seen at CERT-In. There will not be any separate payment towards this work. There may be a

requirement of printing of around 100 cards per year.

10. CERT-In reserves the right to terminate this contract at any time by giving one month’s prior notice to

the selected agency, without citing any reason.

Page 6: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

Manpower Charges under the Operations Contract: The tenderer should quote for the professional manpower (with the required qualifications and experience, as stated earlier) deployment charges on per man-day basis, inclusive of all the applicable Govt. Taxes, etc. Qualifications of the Technical Personnel to be deployed for operations at CERT-In: All the technical personnel should possess a diploma in Electronics / Instrumentation / Electrical / Computer Engineering or equivalent or any other higher professional qualification, preferably after 10+2. They should have a minimum six months of experience in operation of windows based computerized control systems. The manpower, to be deployed by the tenderer, should also have experience of working with desktop PCs connected to LAN, Microsoft Windows and Microsoft Office. They should be able to handle minor faults and rectify them and they will also be responsible for general maintenance of the entire systems. During the shift operations, each personnel should be able to handle and manage all the activities related to the systems / equipments operations, as specified under the scope of work for the operations contract. The resume of the proposed personnel must be submitted along with bids. Scope of Work under Operations Contract: Personnel during any shift: Control Room will be manned by this personnel and he will be responsible for checking, operating the following security equipments as per details given against each. He will also look after the general maintenance of all these system. All the inventory of equipments in the security control room will be under the custody of the personnel performing shift duty. He will be responsible for the security and availability of infrastructure in the control room.

Page 7: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

S.No

Item details Qty Tasks to be performed

1. Access Control System (Make : BIOMAX, ZKAccess 3.5 security system) Item details

i. Main unit (01 No.)- BIOMAX – INBIO-460

ii. Controller (SIX Door Controller) (06 Nos.)

iii. Access point units (17 Nos.) – BIOMAX – KR500E (welgard RFID reader)

iv. Access point units (biometric) (06 Nos.) – BIOMAX-V-AX11

v. Electromagnetic Locks (17 Nos.) – onelock (ozonefortis)

vi. Egress Switches (10 Nos.)- onelock (ozonefortis)

vii. Panic Bar (01 No.) – DORMA viii. Proximity smart cards (200

Nos) – BIOMAX-TK4100 ix. LIF 200 (1 No.) x. With necessary cables &

conducts.

01 06 17 06 17 10 01 200 01

a) Taking the backup of the data & events on daily basis.

b) Taking the print outs of the access control/alarm reports/acknowledging the alarms generated and maintaining them for the records and producing them whenever required.

c) Preparation of attendance records based on access control system.

d) Adding, deleting, redefining access control privileges of the cardholders/access control system users.

e) Checking the status of the different access control equipment viz. Smart card readers, Boismart card readers, Electromagnetic locks, Egress switch magnetic contacts, buzzers, Access Controllers, Software.

f) In the event of any malfunctioning or break down of the above said equipments, the complaint/fault will be attended immediately and rectified within 24 hours. In case, fault is not rectified within 24 hours, a standby arrangement of the similar or equivalent specification equipment shall be provided. The faulty equipment shall be repaired within 30 days and be deployed back in place of standby equipment. In the event of equipment not repaired within the stipulated period, Department reserves right to get the faulty equipment repaired from other sources. The charges towards repair shall be paid by the agency.

g) Filing the preventive/service reports furnished by Project Engineer.

h) Checking the supply and battery backup status of the power supplies to the access control system

Page 8: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

2. Fire Alarm System (Make: Honeywell – DXc1 single loop control panel)

i. Main unit (01 No.) - Honeywell – DXc1

ii. Hooters cum Flashers (06 Nos.) - Honeywell – MIWSDBR

iii. Multicriteria Detectors (70 Nos.) - Honeywell - MI-PTSE

iv. Response Indicators (39 Nos.) - AGNI

v. Manual Call point (08 Nos.) - Honeywell- MI-MCP

With necessary cables & conducts.

01 06 70 39 08

i. Checking the status of the different fire alarm equipment viz. Optical smoke detectors, heat detectors, manual call points, hooters, control modules, repeater panel and main fire alarm panel in the following ways.

a. Creating false smoke and checking the

reaction of various equipment mentioned above by comparing the actual reaction of the equipment against the desired one.

b. Creating manual alarm at the manual call points and recording the status of the display at the main and repeater panel respectively, and ascertaining if any corrective actions are required.

ii. In the event of any malfunctioning or break down of the above said equipments, the complaint/fault will be attended immediately and rectified within 24 hours. In case, fault is not rectified within 24 hours, a standby arrangement of the similar or equivalent specification equipment shall be provided. The faulty equipment shall be repaired within 30 days and be deployed back in place of standby equipment. In the event of equipment not repaired within the stipulated period, Department reserves right to get the faulty equipment repaired from other sources. The charges towards repair shall be paid by the agency.

iii. Filing the preventive/service reports furnished

by Project Engineer.

iv. Checking the supply and battery backup status of the power supplies to the fire alarm system.

Page 9: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

3 CCTV System 1. Fixed Dome color camera: D-MAX- DC500D (36 Nos.), HIKVISION-DS-2CE5ACOT-IRPF (4 Nos.)

540TVL, Day & Night, DSS

410 K PIXEL SONY 1/3'' CCD

High Resolution ( upto 540 HTV Equivalent)

Built-in On Screen Display Menu

Digital Noise Reduction 2. 16 Channel Digital Video Recorder (DVR) - RBH- ES-48016RT (01 No)

Inbuilt 500 GB Hard disk

Support UBS Drive

On board Ethernet Port 3. DVR (with 250 GB HDD) (01 No.) 4. DVR (with 1 TB HDD) (01 No.) 5. 8 Channel Digital Video Recorder (DVR) - KE.VE.D623-D823 (01No) with 1 TB Hard Disc. 6. 20’’ TFT color monitor Make Samsung Model No. B2030 (02 Nos.) 7. Compaq S7500 Color Monitor (01 Nos)

40 01 01 01 01 02 01

i) Checking the status of different CCTV equipment’s viz. Cameras, (including CCD Colour Dome Camera) power supply of cameras, digital video recorder, and LAN nodes in the following ways:

* Digital Video Recorder. Ascertaining the live motion picture from the cameras on the 21” SVGA Monitor, checking the motion detection, zone masking checking the single screen and multiscreen views at the DVR, recording the retrieval of the captured frames and making it available to CERT-In on the demand.

* LAN Nodes: Network connectivity of the nodes

to the DVR and ascertaining the frame transfer rate retrieving the recorder images at the DVR to be accessible at the LAN nodes, checking the single screen and multiscreen views at the nodes.

* Cameras, cleaning of the lenses so that the

clear distortion less image at the DVR and the LAN nodes respectively.

ii) Daily backup of CCTV data on tape driver or

other media. iii) Filing the preventive/service reports furnished by

Project Engineer iv) Checking the status of the power supplies of the

CCTV system v) Verification of physical presence and other

information from the CCTV records as and when required.

vi) In the event of any malfunctioning or break down of the above said equipments, the complaint/fault will be attended immediately and rectified within 24 hours. In case, fault is not rectified within 24 hours, a standby arrangement of the similar or equivalent specification equipment shall be provided. The faulty equipment shall be repaired within 30 days and be deployed back in place of standby equipment. In the event of equipment not repaired within the stipulated period, Department reserves right to get the faulty equipment repaired from other sources. The charges towards repair shall be paid by the agency.

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Penalty:

If, the tenderer does not provide the manpower as per the requirement given in this document under the operations contract or the personnel deployed by the tenderer are absent during any shift, besides nonpayment of the respective man day charges for the absence, a penalty equal to its double, will be imposed on the tenderer, which will be deducted from the payment due for the operations contract.

ELIGIBILITY CRITERIA

i) This is a no deviation tender. In case of any deviation from the terms and conditions the bid will be rejected. ii) The bidder should not add any condition or clause of its own. The conditional bid will not be accepted and summarily rejected. iii) All queries pertaining to the tender, technical as well as non-technical have to be submitted on or before the prebid date. Repeated queries as well as queries requested/submitted after the prebid date will not be considered and no clarification will be provided.

If tender is not accompanied by all the above documents mentioned, the same would be rejected. Undertaking for subsequent submission of any of the above

document will not be entertained under any circumstances.

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Annexure-‘B’ Comprehensive Maintenance Contract:

Terms & Conditions: 1. The tenderer should have at least an experience of 3 years in maintenance of the systems and

Equipments. 2. The tenderer should have a strong technical and maintenance support base for maintenance of security

equipment. 3 Maintenance and support services, as per AMC, will be carried out by the selected tenderer on all the 7 days of Week from 09:00 Am to 06:00 PM. The tenderer, should also have a setup for acceptance & acknowledgment of complaints lodged/ reported by CERT- In accordingly. The tenderer should provide unlimited support via telephone and email, pertaining to all the items under AMC. The tenderer should have complaint escalation methodology for the problems escalation to the corresponding product vendors through partners to arrive at a solution, if required. The Office of CERT-In must be updated regularly on the status of the escalated problem and the replies from product vendor. The tenderer, on acceptance of the AMC, will also provide the problem escalation methodology for handling maintenance call/ complaints problems. 4. Maintenance Support : All the maintenance calls reported/ lodged by 01:00 PM on any day, must be attended to by the tenderer on the same day by 06:00 PM, and the maintenance calls reported/ lodged by 01:00 PM up to 06:00 PM on any day, must be attended by 10:00 AM on the following day positively. The tenderer must have set up to provide system maintence support and restoration of the system services accordingly.

5 The selected tenderer, on call, will provide unscheduled, corrective and remedial service to set right any malfunction in any system & software under AMC. This includes replacement of parts reinstallation of software, if any. Being a comprehensive AMC, quote to AMC charges will be inclusive of replacement of all defective parts.

6. The tenderer shall agree to undertake preventive and corrective maintenance of the entire infrastructure, as listed in the Annexure 'C'.

7. Penalty: If the tender is not able to provide maintenance & support services under the AMC satisfactorily or rectify the problem/ complaint within the stipulated/ specified time period, due to "non-responsiveness" of the tenderer, the bank Guarantee received towards Performance Guarantee will be forfeited in full, over and above the penalty for delayed service. In case of satisfactory support not being provided by the tenderer, suitable penalty, as given herein, shall also be recovered from the Bank Guarantee. The penalty for not attending the calls within the time frames, as specified in the previous clauses, would be Rs 1000/- per day.

Page 12: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

Annexure-C

Operations Contract and CMC

Sl.No Item details Qty Annual Cost (In Rs) Without taxes*

1. Access Control System (Make : BIOMAX, ZKAccess 3.5 security system) Item details

i. Main unit (01 No.)- BIOMAX – INBIO-460 ii. Controller (SIX Door Controller) (06 Nos.)

iii. Access point units (17 Nos.) – BIOMAX – KR500E (welgard RFID reader)

iv. Access point units (biometric) (06 Nos.) – BIOMAX-V-AX11

v. Electromagnetic Locks (17 Nos.) – onelock (ozonefortis)

vi. Egress Switches (10 Nos.)- onelock (ozonefortis) vii. Panic Bar (01 No.) – DORMA viii. Proximity smart cards (200 Nos) – BIOMAX-TK4100 ix. LIF 200 (1 No.) x. With necessary cables & conducts.

01 06 17 06 17 10 01 200 01

2. Fire Alarm System (Make: Honeywell – DXc1 single loop control panel)

i. Main unit (01 No.) - Honeywell – DXc1 ii. Hooters cum Flashers (06 Nos.) - Honeywell –

MIWSDBR iii. Multicriteria Detectors (70 Nos.) - Honeywell - MI-PTSE iv. Response Indicators (39 Nos.) - AGNI v. Manual Call point (08 Nos.) - Honeywell- MI-MCP vi. With necessary cables & conducts.

01 06 70 39 08

3 CCTV System 1. Fixed Dome color camera: D-MAX- DC500D (36 Nos.), HIKVISION-DS-2CE5ACOT-IRPF (4 Nos.)

540TVL, Day & Night, DSS

410 K PIXEL SONY 1/3'' CCD

High Resolution ( upto 540 HTV Equivalent)

Built-in On Screen Display Menu

Digital Noise Reduction 2. 16 Channel Digital Video Recorder (DVR) - RBH- ES-48016RT (01 No)

Inbuilt 500 GB Hard disk

Support UBS Drive

On board Ethernet Port 3. DVR (with 250 GB HDD) (01 No.) 4. DVR (with 1 TB HDD) (01 No.) 5. 8 Channel Digital Video Recorder (DVR) - KE.VE.D623-D823 (01No) with 1 TB Hard Disc. 6. 20’’ TFT color monitor Make Samsung Model No. B2030 (02 Nos.) 7. Compaq S7500 Color Monitor (01 Nos.)

40 01 01 01 01 02 01

4 Specialized Trained Personnel For Operating Fire Security Equipment, Access Control Systems

CERT-In operates on 24 Hour 7 days of week basis (on all the

days of the year, without any off). One man day is equal to

deployment of one person for performing a duty of 8 hours

07

Page 13: comprehensive Maintenance Contract16)2019.pdf · 2020-03-15 · operations (ii) Comprehensive Maintenance Service, on annual contract for Security Equipments installed at CERT-In,

(without any formal break). On all the days in all the 3 shifts (each

shift of 8 hours). 2 Nos. of technical personnel are required to be

deployed by the tenderer for operations of the system /

equipments. Considering a weekly off to each of the personnel

deployed, tenderer is required to deploy 07 (Seven) personnel, to

provide the 42 man days of service during a week, under the

operations contract. The resume of the proposed personnel

must be submitted along with bids.

Total Cost (In Rs)

(Without Taxes*)

*Taxes will be paid as per actual.