REQUEST FOR PROPOSAL FOR MANAGED SERVICES FOR3.imimg.com/Data3/WH/SC/HTT-1316/1316_2013-10-29-15-35-30_1383041130.Pdfrequest for proposal for managed services for cash dispensers under

RFP dated 26/10/2013 for MS for CDs under Phase – X (2013) Page 1 of 50

REQUEST FOR PROPOSAL FOR

MANAGED SERVICES FOR CASH DISPENSERS UNDER P- X (2013) UP TO 31.12.2014

ATM (I&S) Department-NBG

STATE BANK OF INDIA GLOBAL IT CENTRE

SECTOR 11, CBD BELAPUR NAVI MUMBAI-400614


Contents

1. REQUEST FOR PROPOSAL page 3

2. OVERVIEW OF REQUIREMENTS page 6

3. ELIGIBILITY CRITERIA page 9

4. TERMS AND CONDITIONS FOR THE PROPOSAL page 11

5. OVERVIEW OF EVALUATION PROCESS page 20

6. SERVICE LEVEL AGREEMENT, DOWNTIME page 23

& PENALTIES Annexure and Formats

1. OFFER COVERING LETTER page 28

2. COMPLAINCE TO ELIGIBILITY CRITERIA page 29

3. REFERENCE DETAILS (A & B) page 30

4. BIDDER’S/OTHER AGENCY’S PROFILE page 31

5. TECHNICAL REQUIREMENTS page 32

6. INDICATIVE COMMERCIAL BID page 42

7. M.I.S. REPORTS page 43

8. SLA REPORT FORMAT page 45

9. FORMAT FOR PRE-BID QUERIES page 46

10. DETAILS OF e-PROCUREMENT REVERSE AUCTION page 46

11. BANK GUARANTEE FOR EARNEST MONEY page 47 (Format-1)

12. PERFORMANCE BANK GUARANTEE FOR page 49

MANAGED SERVICES (Format – 2)


1. REQUEST FOR PROPOSAL

This Request for Proposal (RFP) is being issued by the State Bank Group (the Bank) inviting proposal for Managed Services (MS) till 31.12.2014 for about 7843Cash

Dispensers (CDs) rolled out/to be rolled out under Phase-X (2013), with a provision for extension at the option of the Bank following a review in light of the then

prevailing market conditions and Bank’s requirements. The Bank requests response to this RFP only from those bidders who are eligible as per the eligibility norms

detailed in this RFP. The time schedule for various activities is listed below:

Date of issue of RFP 26/10/2013

Date of submission of queries to RFP by mail to:

(i) [email protected] or (ii) akash.kamal@ sbi.co.in

on prescribed format (Annexure-9)

29/10/2013

Pre-bid meeting with Bidders 01/11/2013 (4.00 PM)

Last date & time for receipt of response to this RFP together with a Bank Guarantee for Rs.

10,00,000/- as Earnest Money

11/11/2013 (3.00 pm) The bids may be tendered

between 11.00 am – 3.00 pm on weekdays and between

11.00 am – 1.00 pm on Saturdays.

Date and time of opening technical bid 11/11/2013 (3.30 PM)

Date and time of opening Indicative Commercial Bid

To be advised in due course.

Date and time for Reverse Auction To be advised in due course

Address for communication The Dy. General Manager

(ATM Implementation & Services)

State Bank of India, Global IT Centre, Ground Floor,

Sector – 11, CBD Belapur Navi Mumbai 400 614

1.1 Bank reserves the right to change the dates, timings mentioned above or

elsewhere mentioned in the RFP, which will be communicated by placing the same as corrigendum under Procurement News / Tender section on Bank’s web-site.

1.2 The information contained in this RFP document or any information provided

subsequently to Bidder(s) in documentary form or through mail by or on behalf of the

Bank, is provided to the Bidder(s) on the terms and conditions set out in this RFP

document and all other terms and conditions subject to which such information is

provided.

1.3 This RFP is neither an agreement nor an offer and is only an invitation by Bank to

the interested parties for submission of bids. The purpose of this RFP is to provide the


Bidder(s) with information to assist the formulation of their proposals. This RFP does

not claim to contain all the information each bidder may require. Bank makes no

representation or warranty and shall incur no liability under any law, statute, rules or

regulations as to the accuracy, reliability or completeness of this RFP. Bank may in its

absolute discretion, but without being under any obligation to do so, update, amend

or supplement the information in this RFP.

1.4 No contractual obligation whatsoever shall arise from the RFP process until a

formal contract is executed by the duly authorised signatory of the Bank with the

selected Bidder. However, until a formal contract is prepared and executed, this offer

together with Bank’s written acceptance & notification of award shall constitute a

binding contract with the vendor.

1.5 Bank will consolidate all queries and these queries will be replied during the pre-

bid meeting and also will be advised through mail and / or publication on the Bank’s

website thereafter. Any further queries during the pre-bid meeting (if permitted by

the Bank) and the replies thereof shall be made available in the Bank’s website and

no individual correspondence shall be made. The clarification of the Bank in

response to the queries raised by the bidder/s, and any other

clarification/amendments/corrigendum furnished hereof will become part and

parcel of the RFP and it will be binding on the bidders.

1.6 Bank has the discretion to consider any other queries raised by the bidder’s

representative during the pre-bid meeting.

1.7 Bank will allow a maximum of 2 representatives from the bidder to

participate in the pre-bid meeting/bid opening. Bidder’s representative may be

present in the venue well in time along with an authorization letter. Authorization

letter should be carried in person and shall not be placed inside the bid cover.

1.8 Bank will have liberty to invite its technical consultant or any outside agency,

wherever necessary, to be present in the pre-bid meeting to reply to the technical

queries of the bidders in the meeting.

1.9 Deadline for Submission of Bids

1.9.1 All responses to this RFP have to be submitted to Bank in sealed envelopes

at the address specified, not later than the date and time specified in the Invitation

to Bid. Any Bid received after the deadline for submission of Bids prescribed, will be

rejected and returned unopened to the Bidder.

1.9.2 The Bank may, at its discretion, extend this deadline for the submission of

Bids by amending the Bid Documents, in which case, all rights and obligations of the


Bank and Bidders previously subject to the deadline will thereafter be subject to the

deadline as extended.

1.9.3 There should be two separate bids – Technical and Indicative Commercial – in separate envelopes. All bids should be in hard copy. However, bidders should also

furnish a soft copy of the bids though only hard copy will be considered for evaluation of bids.

1.9.4 Bidder’s confirmation of Bank’s requirements should be categorical and the

Commercial Bid must not contradict the Technical Bid in any manner. Violation of these requirements will disqualify the bidder.

1.10 Bid Document Availability

The Bidding Document may be downloaded from Bank’s Website www.sbi.co.in the

bid should be submitted on or before the due date and time brought out in the

bidding document at the address given below:

The Deputy General Manager,

ATM Implementation & Services

State Bank Global IT Centre, Ground Floor

Sector – 11, CBD Belapur,

Navi Mumbai – 400 614

Bidders should note that all the information required by the Bank in RFP needs to be

provided. Incomplete information may lead to rejection of bid.

1.11 Cost of Bidding

1.11.1 A non refundable bid amount of Rs.1,00,000/- (Rupees One lac only) is

to be paid by means of a demand draft / pay order favouring “State Bank of India”

payable at Mumbai being the cost of Bid document. The amount will not be

refunded to any prospective bidder under any circumstances including cancellation

of RFP or procurement process at any stage. The cost of the bid may be paid in a

separate envelope while submitting the Bid. Bids are liable to be rejected if the Bid

Amount is not submitted.

1.11.2 The Bidder shall bear all costs associated with the preparation and

submission of its Bid and the Bank will in no case be responsible or liable for these

costs, regardless of the conduct or outcome of the Bidding process.


2. OVERVIEW OF REQUIREMENTS

2.1 It is essential that the vendor’s Management Centre has a capability of high

level of automation, and infrastructure capable of remotely capturing and initiating immediate appropriate action, inter alia, based on response to full range of

error/health and cash status codes of a Cash Dispenser (CD). The bidder’s Management Centre must be equipped with dedicated and proven tools, processes

and capable of providing comprehensive Managed Services (MS) for on-line monitoring of Bank’s network of CDs across the country.

2.2 The MS vendor will be accountable for

(a) ensuring that the overall downtime of CDs in the Network does not go

below the levels specified in para 6.7 of this RFP. (b) ensuring that not more than 5% of the total CDs are simultaneously

down at any given point of time except in circumstances not within MS vendors’ control.

(c) maintaining average minimum availability calculated monthly for each CD, without any exclusion as detailed in para 6.7 of this RFP.

2.3 SPECIFICATION OF SERVICES

This tender is for availing of Comprehensive Managed Services which will

include the following:

A. Event/Incident Management Services

• Single point of contact for end-to-end resolution for CD, site and equipment

• Automated on-line real-time fault detection & trouble ticketing • Automated triggering of escalation alarm

• Follow up till resolution of problems • Proactive and reactive review of hardware performance and service

providers’ performance in relation to SLAs

B. First Line Maintenance (FLM)

• Supply and replenishment of consumables without any quantitative limit • Clearing of paper / card / currency jams

• Monitoring of site/kiosk and condition of kiosk equipment • Reporting faults/problems at kiosks

C. Cleaning

• Cleaning of the site at least twice a day

• Co-ordination with Hardware vendor for ensuring Preventive maintenance at least once in a quarter

• Pest Control at least once in a year


D. Centralized monitoring for improved uptime and availability

• Remote detection of events exceeding threshold

• CD cash forecasting • Daily order recommendation

• Potential cash out warning for CDs • Consolidation of settlement and reconciliation reports

• Centralized monitoring and control over access to safes

E. Help Desk

• Help Desk with multiple lines as single point of contact for CD and kiosk issues

• Browser-based solution to enable branches to log incidents and track resolutions

• Proactive problem resolutions • Round-the-clock remote support to field operatives and customers who

want to contact for any CD related reason

F. MIS Reports - incl. reports for SLA management of connected vendors

• Providing various reports detailing performance of the CDs/network on pre-agreed criteria

• Management reporting, including exceptions for SLAs of all connected service providers

• Assistance in meaningful analysis of performance for improving uptime and availability of CDs

G. Cash Replenishment Services (optional - to availed of as per Bank’s needs)

• Cash replenishment at CDs

• Resets and resolution of CIT caused errors

Other Details for Cash Replenishment Services (CRS):

i) MS vendor may subcontract the activities for Cash Replenishment Services (CRS) to reputed Cash-in-Transit (CIT) agencies who meet the criteria as under:

a. CRS must be one of the main/core activities of the agency with at least 1 (one) year’s experience in handling the activity;

b. The CIT agencies must be engaged in cash replenishment in ATMs/CDs at a minimum of 10 centres across the country for a minimum of 3 banks;

c. The vaults of the CIT agencies should satisfy the necessary security requirements. The Bank will be free to conduct a security audit through

its own personnel or authorized agents.

ii) For Cash Replenishment Services, the Bank will sign agreement directly with

the MS vendor only, which alone will be accountable to the Bank and responsible for mandatory Service Level Agreement (SLA). The replenishment process, inter alia,

includes receiving cash from a designated centre/branch of the Bank / Reserve Bank


of India (in case of strike in Banking sector except in RBI/Natural calamities), making

ADMIN transactions at CD, performing End of Day (EOD) and furnishing detailed MIS as required by the Bank. The MS Vendor / CIT agency will be responsible for

reconciliation of cash and resolution of all complaints related to ADMIN transactions at the CD and Vault end.

iii) Bank will undertake periodic verification of cash held on its behalf by the CIT

agencies. The vendor will ensure that cash verification by Bank’s officials / authorized agents is allowed by the concerned CIT agency.

iv) The CIT agency shall take adequate insurance policy with Bank Clause for the value of entire cash throughout the Cash Replenishment Services Cycle (from bank’s

vault to CD) for all sorts of risks including fidelity clause arising from acts of omission / commission / dishonesty of its employees and / or its authorised agents. The loss-

payee endorsement of such insurance policies shall be in favour of the Bank and it shall be ensured that the amount of claim, if any, shall be paid by the insurance

companies directly to the Bank. Copy of the Insurance policy should be submitted to the Bank. However, it need not be an exclusive policy, if covered under an umbrella

policy of the agency. The CIT agency shall pay the premium for obtaining insurance cover.

v) Any shortage of cash on account of CR services whatsoever and for whatever

reason shall be made good to the Bank within 30 days without waiting for admissibility or settlement of the insurance claim. Any amount of such insurance

claims received by the Bank shall be remitted to the CIT agency by the Bank after adjustment of outstanding dues if any. The CIT agency should ensure correctness

and genuineness of the cash and shall take the CD fit currency notes to its possession. Counting facility for currency notes will be provided by the Bank. Once

the note packets are taken out of Bank’s premises the vendor would be responsible for shortage and fake currency if any, noticed subsequently.

vi) Bank Guarantee for Cash Replenishment Activity : Bank will take a Bank Guarantee for a period of 12 months @Rs.50,000/- per CD in the specified format

for securing the obligations in respect of cash loss. At the time of expiry of this guarantee, Bank will take a fresh Bank Guarantee for the amount equivalent to the

number of CDs assigned for Cash Replenishment Services at that point of time.

vii) The MS vendor shall be wholly responsible for meticulous compliance by CIT agency of stipulations as given in the RFP.


3. ELIGIBILITY CRITERIA

3.1 The experience and expertise of the bidder, record of satisfactory services

and capability for providing the services for network of the size proposed will be critical factors in selection. The selected bidder should be in a position to meet

service level commitments in full. In case of a Consortium, the leader of the Consortium should satisfy the criteria laid down. The eligibility criteria will also

include the following:

Sl.No. Criteria Documents to be submitted

1. Bidder should be a registered company

in India under Companies Act and

should have been in operation for at

least two years as on 31st March 2013.

Copy of the Certificate of

Incorporation and Certificate of

Commencement of Business in

case of Public Limited Company or

Certificate of Incorporation in

case of Private Limited Company,

issued by the Registrar of

Companies.

2. The bidder or the Consortium should

have minimum sales /annual turnover of Rs.10 crores in ATM / CD related

Managed Services activities only in the last financial year I.e.2012-13.

Audited financial statements

accompanied with a certificate

from the regular CA of the

company.

3. The bidder or the Consortium or the

wholly owning parent Company should have a Net Worth of not less

than Rs. 20 crores in 2012-13.


4. The bidder or the Consortium or the

wholly owning parent Company should have recorded net profit in at least 2 of

the last three financial years i.e. 2010-11, 2011-12 and 2012-13.


5. The bidder should have own Managed Services Centre situated in India.

Certificate having full address of

the MS Centre

6. The infrastructure and facility for DR

should be in place as on the date of this RFP.

Supporting documents required.

7. The bidder should be in Managed Services business for the last 1 year

having extended comprehensive MS (as detailed in 2.3) for at least 1000

ATMs/CDs in India from its Management Centre as on 30th

September 2013.

Detailed list with contact persons,

address, contact details, etc.

Certificate from Bank/company

required for whom MS is being

provided.

8 The Management Centre should be

capable of handling a minimum of 8000 ATMs/CDs of the Bank.

Self-declaration on company's

letter- head.


9 The bidder should preferably have

Certifications with regard to compatibility of monitoring software

with Base24 and Opus switches of the Bank.

Certificates related to this must

be available failing which the bidder would stand disqualified.

10 The bidder should have dedicated ATM/CD management tools for

analyzing full range of ATM/CD error/status codes for monitoring

health of CDs with automated on-line problem ticketing, call logging, call

transfer/escalation (by SMS, email, voice, etc.), follow up till satisfactory

closure of ticket, forecasting optimum cash requirements to the CD branch

and providing wide ranging MIS for each CD for meaningful analysis of

performance, including Reports for connected vendors SLAs.


letter- head.

11 The bidder should have capability for

online distributing / replacing software, downloading of CD screens.

Certificate from Bank/company

for whom these activities are being done

12 The bidder should have a robust framework for documenting,

maintaining and testing Business Continuity Plan

Copy of Business Continuity Plan

13 Bidders should not have been blacklisted for deficiency in service by

any Public Sector Bank during the last 5 years.


letter- head.

3.2 The technical proposal should also contain documents related to eligibility

criteria as mentioned above.


4. TERMS AND CONDITIONS FOR THE PROPOSAL

The following terms and conditions underline this RFP and provide a statement of understanding between the interested parties.

4.1 Allocation of CDs for Managed Services

The Bank proposes to allocate its about 7843 CDs (proposed to be rolled out under Phase – X 2013) for Managed Services amongst vendors in the following manner,

provided they are all willing to match the L-1 price:

i. If L2, L3 & L4 vendors are willing to match the L-1 price, the CDs will be divided between the L1, L2, L3 and L4 bidders in the ratio 35:25:20:20.

ii. If only 2 of L2, L3 & L4 vendors are willing to match the L-1 price, the CDs will be divided in the ratio 45:35:20.

iii. If only 1 of L2, L3 & L4 vendors is willing to match the L-1 price, the CDs will be divided in the ratio 60:40.

iv. If none of the L2, L3 and L4 bidders is willing to match L1 price, L5 will be asked to match L1 price and upon their agreeing to match, the CDs will be

divided between L1 and L5 bidders in the ratio 65:35. v. If no vendor is willing to match the L-1 price, the entire order will go to L1

vendor.

4.2 Amendment of Bidding Document

4.2.1 The Bank reserves the right to amend, modify, add, delete, accept or cancel in part or full any conditions or specification of all proposals/ bids, without assigning

any reason at any time. 4.2.2 At any time prior to the deadline for submission of Bids, the Bank, for any

reason, whether, at its own initiative or in response to a clarification requested by a

prospective Bidder, may modify the Bidding Document, by amendment.

4.2.3 Notification of amendments will be put up on the Bank’s Website and will be

binding on all Bidders.

4.2.4 In order to allow prospective Bidders reasonable time in which to take the

amendment into account in preparing their Bids, the Bank, at its discretion, may

extend the deadline for a reasonable period as decided by the Bank for the

submission of Bids.

4.3 Proposal Format

As the bidder’s proposal is central to the evaluation & selection process, it is

important that the bidder carefully prepares the proposal as per the prescribed formats only. Under no circumstance, the format can be changed, altered and


modified. There should be no hand-written material, correction or alteration in the

offer. Bidders must provide categorical and factual replies to specific questions. References to sales or other literature should be avoided even if it forms a part of

the proposal. Bidders may provide additional technical literature relating to their proposals but in a separate annexure. Correct and current technical details must be

completely filled in. The Bank may, at its discretion, waive any minor non-conformity or any minor irregularity in the offer. The waiver shall be binding on all the bidders.

4.4 Guidelines for Proposal

A duly authorized signatory of the bidder under seal should authenticate all pages in

the bid. The bids should be submitted in hard copies as well as in soft copies in two separate parts/envelopes, as under:

Part I – Technical Proposal: The technical bid (as per Annexure 5) must be submitted

in a sealed envelope super scribed as “Technical Bid – Managed Services : RFP dated 26/10/2013.” The technical details must be completely filled in. Violation of the

above requirements will disqualify the bidder. This proposal should also have the documents related to eligibility criteria as mentioned in this RFP.

Part II – Indicative Commercial Proposal: The Commercial bid should be

submitted as per Annexure-6 in a sealed envelope, super scribed as “Indicative Commercial Bid – Managed Services : RFP dated 26/10/2013”.

The offer may not be evaluated by the Bank in case of non-adherence to the format or partial submission of technical details as per the format. The Bank shall not

allow/permit changes in the technical specifications once it is submitted. The relevant technical specification sheets, etc., should be submitted along with the

offer. Failure to submit this information along with the offer could result in disqualification.

4.5 Rejection of bids 4.5.1 The Bank reserves the right to accept or reject any Bid /offer received in part

or in full, and to cancel the Bidding process and reject all Bids at any time prior to

contract of award, without thereby incurring any liability to the affected parties or

Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the

grounds for the Bank’s action. The Bank is under no obligation to acquire any or all

the items / services proposed.

4.5.2 Banks reserves the right to reject any Bid on security and other

considerations without assigning any reason.

4.5.3 Bank reserves the right to cancel the entire Bidding/procurement process at

any stage without assigning any reason whatsoever.

4.5.4 Further, bids are liable to be rejected-


• If both the envelopes covering the bids are not received.

• If the non-refundable bid amount of Rs.1 lac by means of demand draft/pay

order is not submitted while submitting the bids.

• If the Earnest Money in the form of BG for Rs.10 lacs is not submitted at the

time of submission of the Bid.

4.6 No contractual obligation whatsoever shall arise from the RFP process unless

and until a formal contract is signed and executed by duly authorized officials of the Bank & the Bidder.

4.7 Date of Bid Expiration

The proposals must be valid for a minimum period of 180 days from the last date of

opening of the tender. Responses must clearly state the bid expiration date.

4.8 Bidder Indication of Authorization to Bid

Responses submitted by a Bidder to this RFP represent a firm offer to contract on the terms and conditions described in the Bidder’s response. An official authorized

to commit the Bidder to the terms and conditions of the proposal must sign the proposal. The signatory should submit a copy of the Power of Attorney / Board

Resolution / letter from Director(s) authorizing him to sign the above bid documents on behalf of the bidder. The Proposal in original (hard copy) will be accepted. No

photocopy / email of the proposal will be accepted.

4.9 Ownership

The RFP and all supporting documents are the sole property of the Bank and violation of this will be a breach of trust and Bank would be free to initiate any action

deemed appropriate. The proposal and all supporting documents submitted by bidders shall become the property of the Bank. Un-opened bids will be returned to

bidders against acknowledgement.

4.10 Confidentiality 4.10.1 This document contains information confidential and proprietary to

the Bank. Additionally, the Bidder will be exposed by virtue of the contracted

activities to internal business information of the Bank, Associates, Subsidiaries

and/or business partners. Disclosure of receipt of this RFP or any part of the

aforementioned information to parties not directly involved in providing the

services requested could be treated as breach of trust and the Bank would be

free to initiate any action deemed appropriate. No news release, public

announcement, or any other reference to this RFP or any program there under

shall be made without written consent from the Bank. Reproduction of this

RFP, without prior written consent of the Bank, by photographic, electronic, or

other means is strictly prohibited. The Bidder acknowledges that all material

and information which has and will come into its possession or knowledge in


connection with this RFP/agreement or the performance thereof, whether

consisting of confidential and proprietary data or not, whose disclosure to or

use by third parties may be damaging or cause loss to Bank will all times be

held by it in strictest confidence and it shall not make use thereof other than

for the performance of this agreement and to release it only to employees

requiring such information, and not to release or disclose it to any other party.

The Bidder has to agree to take appropriate action with respect to its

employees to ensure that the obligations of non-use and non-disclosure of

confidential information under this agreement are fully satisfied. In the event

of any loss to the Bank in divulging the information by the employees of the

Bidder, the bank shall be indemnified.

4.10.2 The bidder will not use the logo of the Bank or any of its documents

during any publicity without the prior written permission of the Bank.

4.10.3 The Bidder / Bank will treat as confidential all data and information

about the Bidder /Bank / Contract, obtained in the execution of this tender

including any business, technical or financial information, in strict confidence

and will not reveal such information to any other party.

4.10.4 The bidder should be able to isolate the Bank's information, Bank's

customer information, documents and records and other assets. In adverse

conditions, it shall be possible to remove all documents, records of

transactions and information given to the bidder/vendor in order to continue

its business operations, or deleted, destroyed or rendered unusable.

4.10.5 In instances, where bidder acts as an outsourcing agent for multiple

Banks, bidder will have to ensure that there is no co-mingling of

information/documents, records and assets.

4.10.6 The Bidder will have to maintain the confidentiality of the Bank’s

information/customer's information even after the agreement/contract

expires or gets terminated.

4.10.7 The Bidder will have to preserve the documents and data in

accordance with the legal/regulatory obligation of the Bank in this regard.

4.11 Bidder Utilization of Know-how

State Bank will request a clause that prohibits the Bidder from using any information

or know-how gained in this contract for another organization whose business activities are similar in part or in whole to any of those of the Bank anywhere in the

world without prior written consent of the Bank for a period of three years from the date of the contract.


4.12 Termination The Bank may terminate the Contract, as given below, by giving a notice of 30 days,

in whole or in part. 4.12.1 Termination for Default The Bank, without prejudice to any other remedy for breach of Contract/agreement,

by a written notice of default sent to the Bidder, may terminate the Contract, by giving a notice of 30 days, in whole or in part:

(a) If the Bidder fails to deliver any or all of the Products and Services

within the period(s) specified in the Contract, or within any extension thereof granted by the Bank;

Or (b) If the Bidder fails to perform any other obligation(s) under the

Contract. Or (c) if conditions given in para 6.10 (Review of Managed Services) is not

fulfilled. In the event the Bank terminates the Contract in whole or in part, it may procure, upon such terms and in such manner as it deems appropriate, Products and Services similar to those undelivered, and the Bidder shall be liable to the Bank for any excess costs for such similar Products or Services. However, the Bidder shall continue performance of the Contract to the extent not terminated. 4.12.2 Termination for Insolvency : The Bank may, at any time, terminate the Contract by giving written notice of 30 days to the Bidder if the Bidder becomes Bankrupt or otherwise insolvent. In this event, termination will be without compensation to the Bidder, provided that such termination will not prejudice or affect any right of action or remedy, which has accrued or will accrue thereafter to the Bank. 4.12.3 Termination for Convenience : The Bank, by written notice of 30 days sent to the Vendor, may terminate the Contract, in whole or in part, at any time for its convenience. The notice of termination shall specify that termination is for the Bank’s convenience, the extent to which performance of the Vendor under the Contract is terminated, and the date upon which such termination becomes effective.

4.12.4 In the case of termination for any reason, Bank shall give suitable publicity

including advising the Indian Bank’s Association (IBA).


4.13 Patent Rights /Intellectual Property Rights

The Bank will own all intellectual property rights to all design, software and/or systems created specifically for implementation at the Bank under this contract. The Bidder shall fully protect and defend the Bank, at its expense, from all legal actions, claims, or damages from third parties arising out of use of software, designs, processes, services used by the Bidder for providing Managed Services anywhere in the world. In the event of any claim asserted by a third party of infringement of trademark, trade names, copyright, patent, intellectual property rights, industrial design rights, service mark or trade service arising from the use of the Products or any part thereof in India, the Bidder shall act expeditiously to extinguish such claim. If the Bidder fails to comply and the Bank is required to pay compensation to a third party resulting from such infringement, the Bidder shall be responsible for the compensation including all expenses, court costs and lawyer fees. The Bank will give notice to the Bidder of such claim, if it is made.

4.14 Bidder Status

Each Bidder must indicate whether or not they have any actual or potential conflict of interest related to contracting services with the Bank.

4.15 Bidder’s Responsibility vis-à-vis 3rd party products/ equipment/ software

If the proposal includes equipment or software marketed and/or supported by other

companies or individuals, the bidder, as the prime contractor for the delivery, installation and maintenance of the entire system, must declare that they possess

the requisite permission/license for the equipment/software & indemnify the Bank from all legal actions, claims, or damages from third parties arising out of use of such

equipment or software.

4.16 Solicitation of Employees

Bidder will not hire employees of Bank or solicit or accept solicitation (either directly, indirectly, or through a third party) from employees of the Bank directly involved in

this contract during the period of the contract and one year thereafter, except as the parties may agree on a case-by-case basis. The employees of the bidder/vendor

(individuals) will not claim parity of wages with Bank employees as well as permanent absorption in the Bank as an employee.

4.17 Indemnity

The bidder/outsourced vendor/sub-contractor will undertake thorough background check, due diligence in verifying the antecedents of its employees particularly those

who engage in providing FLM services. The Service Provider will indemnify and protect the Bank against all claims, losses, costs, damages, expenses, action suits and

other proceedings resulting from


i) any actions of the employees or agents of the Service Provider(s);

ii) infringement of any law pertaining to patents, trademarks, copyrights etc. or such other statutory infringements in respect of all hardware &

software used by them or the local laws of any state or labour laws or central/state tax laws.

The successful bidder and his outsourced agents must comply with all relevant laws and regulations, etc., like Minimum Wages Act, Shops & Establishment Acts,

Contract Labour, etc. wherever applicable. 4.18 Audit

The Bank /Reserve Bank of India/any statutory or regulatory authority may, at its discretion, audit the software, services, operations, books and records of the MS

Vendor by its authorized personnel or its auditors (external / internal) or by agents appointed to act on its behalf. The Service Provider will facilitate the same without

any restriction/interference. The vendor shall, whenever required, furnish all relevant information, books, records, and data to inspecting officials of the Bank/

RBI/ statutory or regulatory authority. The Bank reserves the right to call for any relevant material information/report. The bidder will be under obligation to address

all such findings and mitigate the same in co-ordination with the Bank. Bank will have right to obtain copies of any audit or review reports and findings made on the

MS vendor in conjunction with the services performed for the Bank.

4.19 DISPUTE RESOLUTION Any controversy or claim between the parties will be settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996 (as amended up-to-date and applicable in India) by a sole arbitrator to be jointly appointed by both the parties. If both the parties do not agree upon the name of the sole arbitrator, then by three arbitrators, one to be appointed by each party and the two arbitrators so appointed in turn will appoint an umpire. The decision and award of the arbitrators will be final and binding. The arbitrators are directed to hear and decide dispositive motions in advance of the hearing on the merits by applying the applicable law. The arbitration will be held in Mumbai. Notwithstanding the foregoing, either party may seek an injunction in court to prevent misuse of its Intellectual Property pending the appointment of the arbitrators. Indian law shall govern the interpretation and enforcement of this Agreement. The arbitrators shall have no authority to award punitive damages or other non-compensatory damages or award damages in excess of the limitations and exclusions set forth in this Agreement. In case of any legal dispute, only the courts in Mumbai will have jurisdiction. 4.20 Force Majeure

Neither party shall be liable in performing obligations or for failure to perform

obligations, if the delay or failure results from any of the following: force majeure,

Act of God, or any governmental act, fire, earthquake, explosion, accident, civil


commotion, general strikes or anything beyond the control of either party. The

parties shall endeavour to minimize such delays.

4.21 Payment Schedule

No advance payments will be made. Payments for Managed Services, including the optional services, will be made on monthly basis in arrears after Tax Deduction at

Source by the Local Head Offices of the Bank/Head Offices of the Associate Banks. The monthly Bill should be accompanied by the SLA Report (as per Annexure 8)

attached for verification by the Bank authorities.

4.22 Earnest Money Deposit (EMD) as Bank Guarantee

4.22.1 The Bidder shall furnish, as part of its Bid, the earnest money amounting to

Rs.10 lakhs while submitting the bid (Format-1). The earnest money is required to

protect the Bank against the risk of Bidder’s conduct, which would warrant the

security’s forfeiture.

4.22.2 The earnest money shall be denominated in Indian Rupees and shall be in

the form of a Bank guarantee issued by a first class scheduled commercial Bank in

India, acceptable to the Bank, in the form as per Format-1 provided in the Bid, valid

for forty-five (45) days beyond the validity of the Bid.

4.22.3 Any Bid not secured, as above, will be rejected by the Bank, as non-

responsive.

4.22.4 Unsuccessful bidders’ earnest money will be discharged or returned as

promptly as possible, but not later than sixty (60) days after the expiration of the

period of Bid validity.

4.22.5 The successful Bidder’s earnest money will be discharged on submission of

Performance Bank Guarantee as per Format-2.

4.22.6 The earnest money may be forfeited:

§ if a Bidder makes any statement or encloses any form which turns out to

be false/incorrect at any time prior to signing of Contract; or

§ in the case of a successful Bidder, if the Bidder fails;

vi. to sign the Contract; or

vii. to furnish Bank Guarantee,

4.23 Performance Bank Guarantee

The bidders, upon selection, will have to furnish a Performance Bank Guarantee for

10% of the annual order value for the number of CDs allotted for Managed Services


from a first class scheduled commercial Bank acceptable to the Bank at the time of

acceptance of the order as per Format-2. This will have a validity of up to 31.03.2015 including the 3 months claim period. However, the MS vendor will also be required

to furnish separate Bank Guarantees for Cash Replenishment Services. The proceeds of the Bank Guarantee shall be payable to the Bank as compensation for any loss

resulting from the Bidder’s failure to complete its obligations under the Contract.

The bidder (upon selection) may furnish only one Bank Guarantees for the entire

Bank (including Associate Banks).


5. OVERVIEW OF EVALUATION PROCESS

5.1 Evaluation Criteria

The bank has established the following criteria for evaluating each proposed solution through due diligence in the areas of:

• Ability of the proposed solution to meet the requirements outlined in this

RFP • Technology proposed

• Management capabilities of the bidder • Field support facilities

5.2 Evaluation Process

The evaluation will focus on the degree of fit to requirements. It may include

reference demonstrations, demonstration of proposed hardware and software solutions, reference calls, and site visits to selected banks. The Bank reserves the

right to reject any or all proposals without assigning any reasons whatsoever. To facilitate scrutiny, evaluation and comparison of offers, the Bank may, at its

discretion, ask for clarifications on offers. The request for such clarifications and bidder’s response must necessarily be in writing.

The bid will be evaluated by a committee of the Bank. If warranted, the Bank may

engage the services of external consultants for evaluation of the bid. It is Bank’s

discretion to decide at the relevant point of time.

Bank reserves the right to waive any of the Technical and Functional Specification

during technical evaluation if in the Bank’s Opinion it is found to be minor/deviation

or acceptable deviation.

During evaluation of the Bids, the Bank at its discretion may ask a bidder for

clarification of its bid. The request for clarification and the response shall be in

writing, and no change in the price or substance of the bid shall be sought, offered or

permitted. No post-bid clarification at the initiative of the bidder shall be

entertained.

5.3 Reference Sites

As part of evaluation process of technical bids, the Bank may inspect the bidder’s Management Centre(s) and Disaster Recovery Site put in place by the bidder for

other institutions. The bidder will facilitate inspection of sites selected by the Bank. The costs incurred by the evaluation team representing the Bank for site visits will be

borne by the Bank. The Bank may, at its sole discretion, engage technical consultants for the purpose. All the details of sites requested should be given as per Annexure 3


along with the names and contact details of persons who will be available for

discussion.

5.4 Opening of Bids

The Bank will open the bids on the stipulated day in the presence of authorized representative of the bidders.

The Technical Bids will be opened first and evaluated for both, the eligibility and

technical requirements as per the stipulations. Evaluation would also include site inspections wherever required.

Thereafter, on stipulated date, the Indicative Commercial Bids of those bidders who

satisfy both, the technical requirements and eligibility criteria will be opened. The indicative commercial bids of unsuccessful bidders at the technical stage will be

returned to them unopened against their acknowledgement.

5.5 Determination of L1 price / Reverse Auction Only those Bidders who qualify in both, the Eligibility and Technical evaluation would

be shortlisted for commercial evaluation via Reverse auction conducted by the

Bank’s authorized e-procurement service provider, details of which are provided in

Annexure - 10. The business rules, terms & conditions of the Reverse Auction

process will be provided to the selected bidders in due course.

The L1 Bidder will be selected on the basis of lowest rate/ price as quoted in the Reverse Auction.

The successful bidder is required to provide price break-up as per Annexure – 6 (Item

1 to 4) within 24 hours of conclusion of the Reverse Auction. The L1 price will consist

of the aggregate of the total cost of the items as per Annexure 6 (item 1 to 4).

Arithmetical errors, if any, in the price breakup format will be rectified as under:

a. If there is a discrepancy between the unit price and total price which is obtained by multiplying the unit price with quantity, the unit price shall prevail and the total price shall be corrected unless it is a lower figure. If the bidder does not accept the correction of errors, the bid will be rejected.

b. If there is a discrepancy in the unit price quoted in figures and words, the unit price in figures or in words, as the case may be, which corresponds to the total bid price for the bid shall be taken as correct.

c. If the bidder has not worked out the total bid price or the total bid price does not correspond to the unit price quoted either in words or figures, the unit price quoted in words shall be taken as correct.


d. Bank may waive off any minor infirmity or non-conformity or irregularity in a bid, which does not constitute a material deviation, provided such a waiving does not prejudice or affect the relative ranking of any bidder.

5.6 Contacting the Bank

No Bidder shall contact the Bank on any matter relating to its Bid, from the

time of opening of Price Bid to the time the Contract is awarded.

Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation,

Bid comparison or contract award may result in the rejection of the Bidder’s Bid,

including forfeiture of the Bid Money.


6. SERVICE LEVEL AGREEMENT, DOWNTIME & PENALTIES

6.1 Contract / Service Level Agreement (SLA)

At the completion of selection process, the Bank will enter into an agreement with the selected Bidder for Managed Services. The agreement will be based on the

bidder’s response to this RFP with all its enclosures, modifications arising out of negotiation/ clarification, etc., and will also include the following

documents/provisions:

• Copies of the licenses, certifications etc. • In case of termination of contract during the period of SLA, the Bank will

retain the right to take on to itself the operation of all the SLAs/contracts with all sub-contactors, and Managed Services without any change to these

contracts. A suitable clause to this effect must be incorporated in the agreement between the bidder and his sub-contractors. The vendor may be

required to disclose all contracts/sub-contracts to SBI. The vendor will have to maintain a ‘Contract Register’. Further, the Bank reserves the right to call

regular meetings of all/specific contractors during the tenure of the contract. • Monthly or more frequent availability review meetings / presentations at

Corporate Centre, Mumbai / LHOs / HOs of Associate Banks / Zonal Offices with participation at sufficiently senior level from the vendor’s side.

The Bank reserves the right to stipulate, at the time of finalization, any other

document(s) to be enclosed as part of the final contract. The Bank reserves the right to customize the contract / agreement to meet its

requirements.

The Bank reserves the right to extend the agreement.

The MS vendor shall not transfer at any stage any of its duties, obligations and benefits committed to the Bank as per the agreement to any third party.

6.2 Start of Services

The bidder should be in a position to handle the allotted Managed Services under

the contract immediately. They should also have a clear action plan to ramp it up to handle 7843 CDs. The responsibility of collecting all the required information and

customization to communicate with Bank’s Switch and the ATM/CD network shall be with the vendor and has to be carried out by the vendor without any additional cost

to the Bank. Cost of leased line and back up connectivity from the vendor’s Management Centre and DR Site to the Bank’s Switch and DR Site has to be borne by

the vendor. The recurring expenditure relating to connectivity has to be borne by the MS vendor. Cost of licenses/software/ hardware/ services required to provide

Managed Services will be borne by the vendor.


The allocation of the CDs will be made amongst the selected vendors as per the proposed distribution in phases.

For the CDs to be rolled out, subsequent to this tender, the MS vendor shall take

over the remote monitoring of a CD immediately upon it becoming live as communicated by Bank’s Switch Centre. The MS vendor shall, however, be

responsible for takeover of the CD for full-fledged MS within seven days of intimation by the branch authorities. The position will be reviewed periodically and if

the takeover is not satisfactory and as per the stipulated schedule, the Bank may terminate the contract and the vendor will be liable for consequent damages.

6.3 Penallties

6.3.1 For any delay in operationalization of full-fledged MS beyond seven (7) days

after the date of intimation from the Bank, a penalty @ Rs. 1000/- per day (from the 8th day onwards) per CD will be charged.

6.3.2 A penalty Rs. 1000/- shall be applicable per cash out where Cash

Replenishment Services have been outsourced to the Bidder.

6.4 Liquidated Damages

If the vendor fails in providing the services, including Primary and DR sites, as per the terms and requirements specified in this RFP, Bank will charge penalty @ 0.1% of the

order value calculated on the billing of the number of CDs allotted up to 31.12.2014 from the date of agreement, subject to a maximum of the 10% of the order value.

This penalty is in addition to other applicable penalties.

6.5 Maintenance and Resolution Time

The vendor should assist the Bank in improving the uptime and availability of CDs and in analyzing the performance of the ATM/CD network and suggest ways to

improve uptime and availability. Vendor shall provide prompt first line maintenance, in response to oral, including telephonic notice by the Bank through its own /

outsourced vendor service personnel wherever the Equipment is installed and the service shall be made available within the time frame as under:

a. Within 2 hours at all centres having 3 CDs or more (both SBI & Associate

Banks)

b. Within 4 hours at locations having less than 3 CDs

c. Rectification of FLM related errors within 4 hours / 6 hours as the case may be

The vendor is responsible for ensuring minimum time to diagnose and identify problems/problem part or consumable outage and is expected to escalate an event

promptly and follow it up continuously till closure of the ticket.


6.6 Third Party Components

The above timelines are applicable for third party components also. The vendor is accountable for managing the coordination of incidents that require both single and

multiple party dispatches. The vendor’s responsibility is to automatically/immediately escalate an incident call to respective vendors / service

providers for all equipments/services, and to track all incidents at periodic intervals to ensure that the error is rectified within reasonable time. The vendor is expected

to escalate incidents promptly and to continuously follow up at reasonable intervals till closure of a ticket. In other words, the Management Centre will be responsible for

ensuring compliance of other vendors as per their respective SLAs. The Network Service Providers have clearly defined SLAs the monitoring of which is to be done by

the MS vendor, with specific reference to the performance of the ATM/CD network only. The Management Centre will provide suitable reports giving details of activity

undertaken as above along with exception situations involving breach of related SLAs.

6.7 Downtime

State Bank Group desires to provide world-class services at its ATM/CD network with

high 24x7x365 availability to customers. The MS vendor is, therefore, expected to keep the downtime for CDs to a minimum level as detailed below:

• Metro & Urban centres (with Cash Replenishment Service) - 3% • Metro & Urban centres (without Cash Replenishment Service) - 4%

• Semi-urban centres - 5% • Rural centres - 6%

"Percentage Downtime" shall mean the aggregate of downtime of the particular CD

during a month expressed as a percentage of total available time in a month, i.e., no. of days x 24 hours. For example, if the aggregate downtime of a CD works out to 5

hours during a 30-day month, then the percentage downtime shall be calculated as follows:

5 x 100 = 0.69%

30 x 24

The Bank will not rely only on the vendor’s report but will also cross-check the data through independent verification from its switch & other sources and Bank’s

decision will be binding.

6.8 Penalty for Downtime

For failure to ensure minimum availability per CD calculated on monthly basis, the penalty will be levied as under:


Availability

Metro/Urban (+) CRS

Metro/Urban (-) CRS

Semi-Urban

Rural

below 97%

3%

below 96%

5% 3%

below 95%

10% 5% 3%

below 94%

15% 10% 5% 3%

below

93%

20% 15% 10% 5%

below

92%

25% 20% 15% 10%

below

91%

30% 25% 20% 15%

below

90%

35% 30% 25% 20%

6.9 Exclusions to liability for penalty

The MS vendor shall not be liable to the above penalty clause in the following case, subject to proof acceptable to the Bank such as call logging details, escalations to the

Bank (except for point nos. i, ii, viii and ix):

i. Non-availability of Bank’s authorized representative to allow access to the inside of a CD (proof : e-mail sent by the vendor)

ii. Where safe is required to be broken open (proof from the respective SLM vendor)

iii. Downtime on account of CD hardware (proof from the respective hardware vendor)

iv. Downtime on account of Cash Out (in case Cash Replenishment is handled by the Bank) and Supervisory Mode

v. Instances of force majeure (in such cases, the vendor shall inform and seek Bank’s confirmation of its non-liability for penalty)

vi. Planned downtime of Switch, connectivity and CD vii. Failure of Switch and virus

Any downtime on account of connectivity failure where adequate proof of follow up with the connectivity vendor is provided.

6.10 Review of Managed Services

The performance of the MS vendor will be reviewed after every month initially and

the Bank reserves the right to terminate the contract at any point of time after 30 days’ notice on account of any of the following :


a. The services are found to be unsatisfactory and there is a consistent failure to

maintain the SLAs: and/or

b. The overall average availability of all CDs in the Network falls below 30% for three consecutive months; and/or

c. 3% of the total CDs allocated are not available consistently (except on account of

unforeseen circumstances like bandhs, civil commotion, floods, earthquakes, etc.) The Bank reserves the right to fix the periodicity of measuring the above.

******


ANNEXURE - 1

OFFER COVERING LETTER

The Dy. General Manager (ATM - I&S), State Bank Global IT Centre,

Ground Floor, 'A' Wing Sector -11, CBD Belapur,

Navi Mumbai – 400614

Dear Sir, Request for Proposal (RFP) dt. ........ of Managed Services (MS) for Cash Dispensers

under Phase-X(2013) We have examined the RFP dt.---------- and we offer to extend Managed Services for

the ---------- CDs (proposed to be rolled out under Phase-X 2013) in your Network & thereafter, as per the terms, conditions and technical specifications spelt out, and in

accordance with the schedule of prices as explored through reverse auction and made part of this offer. We undertake to provide Managed services to the CDs in

accordance with the scope and specifications specified in the RFP document/clarifications including participation in the REVERSE AUCTION.

2. While submitting this bid, we certify that:

§ Prices in its bid have been arrived without agreement with any other bidder of this RFP for the purpose of restricting competition.

§ The prices in the bid have not been disclosed and will not be disclosed to any other bidder of this RFP.

§ We have not induced nor attempted to induce any other bidder to submit or not submit a bid for restricting competition.

§ We agree that the rates / quotes, terms and conditions furnished in this tender will also be applicable to CDs installed by Associate Banks of SBI.

3. We agree to abide by this offer till 180 days from the last date stipulated by the Bank for submission of bid, and our offer shall remain binding upon us and may be

accepted by the bank any time before the expiry of that period. 4. Until a formal contract is prepared and executed, this offer, together with the

Bank’s written acceptance thereof and the Bank’s notification of award shall constitute a binding contract between us.

5. We certify that the information/data/particulars furnished in our RFP are factually correct. We also accept that in the event of any information/data/particulars

proving to be incorrect, Bank will have the right to disqualify us from the bid. 6. We undertake to comply with the terms and conditions of the RFP. We understand that the Bank may reject any or all of the offers without assigning any reason whatsoever. Yours faithfully,

(Name and Designation) For and on behalf of _______________________


ANNEXURE – 2

COMPLIANCE TO ELIGIBILITY CRITERIA (Please refer to Section 3 of this RFP)

Criterion (Yes / No) Remarks/Documen

ts

1. ATM / CD related Managed Services

revenue in 2012-13 minimum Rs.10 crores

2. Net Worth of the Company in 2012-13

minimum Rs. 20 crores

3. Net Profit recorded in at least 2 of the last 3

financial years

4. Own Managed Services Centre in India

5. Managed Services Centre operational for at

least 1 years

6. DR Site in place

7. Engaged in MS business for the last one year

8. Extending comprehensive MS to at least 1000 ATMs/CDs as on 30.09.2013

9. Management Centre capable of handing 3000 ATMs /CDs immediately

10. Management centre capable of being upgraded to handle 8000 ATMs/CDs

11. Certifications from Base 24 and Opus

switches

12. Dedicated ATM /CD management software

as per bank’s requirements

13. Capability for on-line distribution /

replacement of software

14. Whether blacklisted by any PSU Bank in the

last 2 years for deficiency in Service

15. Whether Business Continuity Plan is in place

16. Bank Gurantee as Earnest Money enclosed


ANNEXURE - 3

REFERENCE DETAILS

The site details must be given in the following format. A separate copy of the format should be used for each site.

Α. Managed Services

Please provide details of at least one owned Management Centre capable of

handling not less than 1000 ATMs/CDs with capacity to take over 8000 of the Bank’s CDs/ATMs being rolled out under Phase –X 2013.

ITEM DETAILS

Organization name

Address

Telephone number

Fax number

Contact person with designation

Nature of contact person’s role in the project

Models and Makes of ATMs/CDs managed

Functioning since

No. of ATMs/CDs handled at the site and

capacity of the site to handle ATMs/CDs

Brief details of organization of field level

operations

B. Cash Replenishment Services (CRS) (to be supported with documentary proofs)

Description Details

Address of Branch offices

Name of the Head

Contact numbers

Addresses of the vaults/safes

Vaults/safes, whether freehold/leased

No. of cash vans (centre-wise)

Recruitment policy of armed guards

Name of the banks where service is provided

Centre-wise breakup of ATMs /CDs where

service is provided

Average volume of cash handled per day

(crores)


ANNEXURE - 4

BIDDER’S / OTHER AGENCIES’ PROFILES

Please provide information in the following format for the Bidder, sub contractor,

and other agencies employed/proposed to be employed for providing field level services.

Sl.No. Item Details

1 General

1.1 Company’s name & Nature of Activity

1.2 Holding company or parent company (if any)

1.3 Company address

1.4 Telephone and fax numbers

1.5 Details of ownership

1.6 Years in business

1.7 Key person (s) with contact details

2 Financial

2.1 Annual MS-related Revenue 2012-13

2.2 Net Profit 2012-13





3 Certifications

3.1 With any government/ its agencies

3.2 Any other agencies

4 Staff

4.1 Total number of employees

4.2 Break-up of employees - Sales

- Administrative - Technical

- Implementation staff - Labour used on contract basis, if

any

5 Others

5.1 Names of banks, other companies for

which work has been undertaken

5.2 Any special qualifications

Note: The vendor has to provide the above details for all sub-contractors / other

agencies tied up by the bidder for activities carried out by him and activities sub contracted / outsourced by him.


ANNEXURE - 5

TECHNICAL REQUIREMENTS

5.1 Management Centre Details

Sl. Item Existing

Details Details of additions necessary

1. Management Centre operational since

2. No. of CDs the Management Centre is designed to support

3. No. of banks for whom MS have been undertaken (mention names and number of ATMs /CDs managed)

4. No. of banks for whom MS presently being undertaken (mention names and number of ATMs under management)

5. No. of personnel employed on full-time basis for Management Centre activities

6. No. of own part-time employees, if any

7. No. of shifts in 24-hour period

8. Substitution arrangement in emergencies

No. of own employees dedicated for each major service at the Management Centre - Incident Management System - Remote Enterprise Management System - Cash Management - Help Desk - Management of sub-contractors for

FLM, Consumables, Cash replenishment, etc.

- Supervisors - Managers Total number of skilled employees

9. No. of own full-time field level employees who are coordinating managed services

5.2 Scope of Managed Services currently undertaken

(Bank-wise – please attach separate sheets for each Bank)

Sl. Item Activity (Yes/No)

1. First Line Management

Supply & replenishment of consumables

Clearing of paper/card/ currency jams

Monitoring condition of CD kiosks and kiosk equipment


2 Cleaning Cleaning of ATM/CD kiosk and all items therein including CD exterior

Periodic Pest Control & anti-rodent measures

3 Incident Management

Automated on-line real-time fault detection and trouble ticketing

Automated triggering of escalation alarm

Automated call escalation

Automated service response tracking

Follow up of trouble ticket till resolution

Automatic monitoring of threshold levels

Review of hardware performance

4 Software Management

Software and screen distribution from a central source

Scheduled download & installation at desired times

5 Cash Management

CD cash forecasting

Daily order recommendations

Potential cash out warnings

Emergency order handling

Analysis of cash usage

6 Help Desk System

Help Desk as a single point of contact

Co-ordination & management of multi-vendor support

Toll free telephone number with multiple lines

Browser-based solution to enable branches to log incidents and track resolutions

7 MIS Reports Comprehensive management reporting including exceptions for SLAs of connected service providers

8 Disaster Recovery Site & a documented Business Continuity Plan

9 Cash Replenishment Service

5.3 Details of Solutions used for Management Centre

Sl. Item System Details

Documentation provided (Y/N)

1. CD Event / Incident Management

2. Monitoring condition of CD kiosk & kisok equipment

3. Cash Optimization and Management

4. Consumables monitoring and Management

5. Help Desk System

6. Remote enterprise management, including management of all other services connected with ATM/CD network, e.g., communication and cash replenishment services


7. Software / Screen distribution through certified 3rd party agent viz. Novadigm / SDMS / Infobase/IqESD, including pulling operations (enclose documents to confirm certification)

5.4 Requirements for Managed Services

Sl. Requirements Yes/No Remarks

1. The Management Centre should be located in India

2. The Centre should be owned by the bidder

3. The Centre should be operational round-the-clock round-the-year

4. The Centre should have highly redundant power supply from multiple power sources

5. The Management Centre should have highly redundant telephony and back-end systems capable of monitoring telephone pickup / response time, conversation, usage etc.

6. CD monitoring should be performed based on feed from the Bank’s Switch

7. Bidder should have an existing interface developed with the Bank’s Base24 & Opus switches (copies of certifications to be enclosed)

8. The system must be capable of monitoring all CDs 24x7 and capture incidents, full range of faults, warnings and any other incident related to CD’s unavailability on real time basis

9. Customization for communication between Bank’s Switch and the Management Centre has to be carried out by the vendor without any additional cost to the Bank

10. Bidder must undertake to provide a 2 Mbps redundant Lease Line between Bank’s Switch & the Management Centre and Bank DR Site & Management Centre

11. Bidder must undertake to periodically run the full fledged MS from the DR Site as will be stipulated by the Bank. Smooth, error-free switch over from Primary to DR Site with minimum loss of time/data.

12. Bidder should have own personnel to coordinate MS at all LHO centres of SBI, HOs of Associate Banks and centres that have 10 or more CDs

13. Bidder should have in place arrangements for field level operations for various activities under


Managed Services - First Line maintenance - Supply of consumables - Cash Replenishment services

14. Names of various agencies engaged for field operations (details on each to be furnished as per Annexure 4)

15. Letters of confirmation from all these agencies to be enclosed

16. Full Managed Services will have to be covering all centres

17. Bidder should provide a toll free help desk at all centres

18. Vendor should provide MIS Reports minimum as detailed in Annexure 7

5.5 CD Event / Incident Management System Specifications


1. The system must deliver proactive fault identification, reduction in on-field service action, remote resolution and intelligent field dispatches

2. The I M system must be free from single point of failure with respect to tools, people and processes

3. Automated online and real time Fault Detection and Trouble Ticketing System - Automatically opens a trouble ticket - Automatically updates a trouble ticket - Automatically closes a trouble ticket

4. Triggering escalation/alarm on unusual activity at CD, e.g., supervisory activity in pre-defined period of the night, unusual thermal and vibration signals from CD. Any supervisory activity beyond regular timings must be logged at the vendor’s call centre, if not escalated by the Bank

5. Automatic monitoring of threshold levels to pre-empt problems - Dispenser failure threshold exceeded - Card reader misread threshold exceeded - Communications failure threshold exceeded

6. Comprehensive Management Reporting, incl. exception reporting for SLA management of all connected vendors / service providers

7. CD availability (hours/minutes or %) - Individual CD - Particular region - Entire network

8. Service Level Agreement Analysis for both 3rd party vendors and Internal Bank Service Teams


9. Supports major CD models/brands

10. Supports Bank’s ATM/CD Switches – Base24 & Opus Electra

11. Supports popular network connections - Traditional (via network switch) - SNMP (direct management) - Dial-up (dial-up management station)

12. Automated Service Manager

13. Automated Event Notification

14. Automatic Service Response Tracking

15. Help Desk Monitoring Workstation

16. Notifying appropriate service personnel/Bank’s staff by E-mail/ Fax/ mobile SMS/ Telephone / Pre-recorded voice messages

17. Automated call routing both Time-based and Fault-based

18. Automated call tracking

19. Automated call escalation

20. Automated console commands through CD host e.g. 6530, 3270, TTY – terminal emulation

21. Ticket history to be maintained at least for 6 months

5.6 Cash Management Systems specifications

Sl. Requirement Yes/No Remarks 1. Cash Management (both for Branches & service providers)

1.1 Machine resets/resolution of CIT caused errors

1.2 CD cash forecasting

1.3 Daily order recommendation 1.4 Cash orders to cash replenishment agency

1.5 Potential cash-out warning for any CD 1.6 Continuous forecast quality review

1.7 Emergency order handling

1.8 Managing events and seasonal requirements 1.9 Tracking delivery of cash

1.10 Analysis of cash usage 1.11 Cost determination

1.12 Management Reports - Comparing historical data - Reporting of trends - Cost optimization

2. Electronic Settlement Reporting (ESR)

2.1 Secure electronic interface between Management Centre, Bank and cash replenishment agencies

2.2 Standardized replenishment data & mechanism to ensure consistent/timely movement of data

2.3 Consolidate Settlement and Reconciliation reports


across multiple service providers

2.4 Identify discrepancies, missed settlements and other performance issues

2.5 Consolidate vault reconciliation reports settlement reports and bulk cash acknowledgements

5.7 CENCON system of MAS Hamilton Locks


1. Centralized Control from Management Centre

2. Centralized control capability to monitor & control exactly who may access a particular safe & when

3. Access control to ensure only authorized users gain access

5.8 Software Distribution System Specifications

Sl. Software distribution Yes/No Remarks

1. Software and screen distribution from a central source to facilitate individual configuration and screen displays

2. Should be platform independent – should support Windows NT, XP, 2000,

3. Capable of scheduling download and installation at desired times

4. Should have the facility of scheduled and ad hoc/ immediate upload of eJournals

5. Capable of monitoring Job status online

6 Messages transferred to be encrypted with time stamp to prevent unauthorized access

7 Capable of resuming job automatically in case of communication failure

8 Should automatically register ATMs that come live on the network

9 Should maintain Audit Trail to track all activities

5.9 Remote Network Management Specifications

Sl. Requirement Yes/No Remarks

1. Remote Monitoring

1.1 Remotely poll devices at intervals that detect problems immediately after occurrence

1.2 Detect events that exceed set thresholds

1.3 Use Simple Network Management Protocol (SNMP) for polling

1.4 Use reliable, dedicated IP connection with backup

2. Fault Management

2.1 Fault Identification – remote diagnostic tools to be


used initially

2.2 Notify appropriate agency for activating support

2.3 Notify customer at detection, isolation and resolution

2.4 Manage incident from detection to resolution

3. Performance Management

3.1 Proactive/predictive analysis & recommendations 3.2 Setting event thresholds based on customer

availability needs

3.3 Tuning performance by correlating events with performance metrics

3.4 Order to identify bottlenecks that inhibit availability and performance

3.5 Automate collection of key performance metrics 4. Configuration Management

4.1 Create and maintain inventory of devices and configurations

4.2 Remotely implement software upgrades

4.3 Maintain password ownership of configurable managed objects

4.4 Implement logical changes to remotely configurable devices

4.5 Report metrics including device class, location, IP address, circuit information

5. Reporting

5.1 Show open and closed incident status at secured website

5.2 Update customer help desk about estimated service restoration time

5.3 Monthly report on fault, performance and configuration metrics

5.4 Interpret metrics and make recommendations for improvement

6. Service Levels

6.1 24 X 7 X 365 monitoring and resolution

6.2 Unlimited incidents

6.3 Toll free number with multiple lines for service requests (minimum 100 lines)

7. Response Time 7.1 Call to the Bank within 3 minutes of fault occurrence

7.2 Remedial remote diagnostics typically performed within 3 minutes

5.10 Data Security System


1. Security Protocols 1.1 IPSEC on circuits that connect the Bank to the

vendor’s Management Centre


1.2 Secure Shell Security (SSH) between Bank’s ATM/CD Switch & Incident Management System

1.3 Secure Socket Layer (SSL) between the Bank and secured web server

2. Network Security System Hardware and Software

2.1 Firewall with features including § Fully integrated Internet security and IP networking on one purpose-built platform § Access to network always available with VRRP and Firewall synchronization technology § Networking OS integrated with third party applications designed for security solutions

2.2 Intrusion Detection System

2.3 Virus protection, detection and maintenance of virus definitions

2.4 Should have a Information Security Management System which is established using best practices available in industry (e.g. ISO 27001) operational, continuously monitored and improved

2.5 Should be able to meet the applicable technical specifications of Master Card and Visa

2.6 Logging should be done for user account management, privilege changes, user activity, configuration changes etc.

2.7 Adequate redundancy and back up – DR to support uninterrupted services

5.11 Help Desk System


1. Browser-based solution to enable branches to log incidents and track resolutions

2. Must be the single point of contact for Bank for help, checks on status of a CD problem, Kiosk/kiosk equipment problems, managing multiple parties to resolve problems

3. Receive telephone call from external customer, identify the caller, log and create the incident ticket and assign the incident priority

4. Supplemental support for variations in business patterns

5. Automatic escalation tools and procedures 6. Customized report options

7. Proactive problem resolutions 8. Coordination/management of multi-vendor support

9. Round-the-clock remote support to all field engineers and customers in India

10. Toll free telephone number with multiple lines (min.100)


5.12 First Line Maintenance (FLM)


1. FLM services will be provided on 24x7x365 basis 2. Scheduled visits for checking site’s condition in

respect of door, door handle, external glass, visual merchandise, access lock, electrical fittings, earthing, AC, UPS and its batteries, electrically-lit signage, painting & other civil requirements, etc. (The list is illustrative, not exhaustive)

3. Supply and replenish receipt printer/ CD ribbons (Ribbons should be new, high tensile strength material – 12.7 mm with 24’ length - should print approx 5 million characters)

4. Supply & replenish receipt printer rolls customized as per Bank’s requirements. Printing on both sides. Print matter may be changed as & when required

4.1 Receipt Rolls – 80mm wide x 8” dia approx x 0.7” core dia produced on CD grade thermal paper Appleton Alpha 8. The density of sense mark should be uniform with 1.2 plus & tolerance level of slitting should be +/- 0.012”

5. Should supply for all CDs on Bank’s network without limitation on quantity

6. Consumable management shall be independent of CD make, model, type of network and vendor

7. Consumables replenishment to be initiated proactively to ensure CD does not go down for want of these items

8. Clearing receipt paper jams, clearing card and currency jams

9. The vendor should arrange to get publicity materials, banners, posters etc. supplied by the Bank displayed in the kiosks as per instructions besides replenishing leaflets, brochures etc.

10. Keeping a written maintenance log at the site. The Bank shall use the same log for recording nature of faults/failures observed, date and time of their occurrence and communication to vendors

1. Only qualified maintenance personnel familiar with the equipment shall perform all repairs and maintenance services


5.13 Cash Replenishment Service


1. Should have own arrangements or with reputed cash-in-transit agencies

2. Cash-in-transit agencies should have operational experience in handling CD cash replenishment

3. Should have vault, security guards and other necessary infrastructure

4. Should have insurance for activities undertaken

5. There should be no cap to the number of cash runs performed per day / month

******


ANNEXURE - 6

INDICATIVE COMMERCIAL BID

The price quoted must be in Indian Rupees, inclusive of all taxes, levies, etc., except Service Tax, wherever applicable. Service Tax will be paid by the Bank on actual

basis.

Price figures should be presented as per the format given below. Please note that L1 price will be selected on the basis of the aggregate cost of all services through

Reverse Auction.

The prices quoted should hold good for the period of the contract. The prices contracted should not be affected by exchange rate fluctuations, changes in import

duty and other taxes etc.

Sl Item Rate per annum

per CD (In Rs.)

1. Replenishment of consumables (without any

restriction on quantity)

2. Cleaning Services for CD kiosk and immediate

surroundings

3. FLM Services

4 Management Centre activities

TOTAL

Optional Item

5. Cash Replenishment Services

The Bank reserves the option not to avail any of the above services, but L-1 price

will be decided on the basis of the aggregate of items 1 – 4 above.

The Bank also reserves the right to negotiate the rates for Cash Replenishment Services with the selected bidders on the basis of the best quote received and also

to use CRS of another vendor.

******


ANNEXURE - 7

M.I.S. REPORTS

With a view to monitoring and constantly improving both uptime and availability of CDs, the vendor will provide various MIS and third party SLA management reports

detailing performance of the ATM/CD network, including segregation of faults based on pre-agreed criteria to determine how the ATM/CD network as well as the various

service providers are performing. Credibility and integrity of the reports is absolutely vital for performance measurements, and the Bank reserves the right to make

surprise checks and demand system-generated back up records in support of the reports.

The list of standard Reports to be furnished by the vendors along with their

periodicity is appended below. The Bank may at its discretion add to / delete from the list. All reports must be submitted promptly as per the stipulated periodicity.

Sl.no. Report Description

Monthly

1. Availability Report Availability trend analysis, causes of down-

time, chronic CDs, action plan for improving availability (mapped

LHO/Module wise)

2. Consolidated Cash Out Report

with cause and TAT analysis

Monthly with CD ID, Date and reasons

3. Consolidated Report on CDs

down

Due to hardware fault, network problem

and spares not available with reasons

4. Analysis of Opticash Recommendations

No. of occasions CDs went out of cash despite Branch loading cash as per

recommendations

5. Top 100 CDs (Hits-wise and

cash dispensed) along with similar data for previous

months

Monitoring high footfall CDs (similar

information may be requested by Regions)

6. Consolidated Reports on

FLM/SLM calls

Region-wise report of FLM/SLM calls per

CD

. Report on Service Calls Region-wise report on service calls per site

for kiosk repairs and maintenance

8. Report on Site Condition Report on condition of kiosks, repairs

necessary/undertaken

9. Report on Chronic CDs CDs down repeatedly for same reason

Fortnightly

10. Consolidated Exception Report

Consolidated list of CDs which were out-of-service for more than 4 hours with

downtime break up and the reasons

11. Performance Report on

Priority CDs

Availability analysis of select CDs with

reasons for downtime


Weekly

12. Report on CD availability Weekly availability report on CDs for assessing overall average availability

13. Report on CDs down during the week

Weekly CD-wise report on CDs not available with duration and reasons

Daily

14. Report on Downtime o/a

Third Party Components

Report to ensure previous day’s faults have

been properly escalated, followed up and rectified within the stipulated timelines

15. 24/48 hours Down Report List of CDs which were out of service for

24/48 hours with downtime break up and reasons

16. Current State Reports (thrice a day)

Status of CDs during the day

17. Urgent Actionable Information

Urgent actionable information on cash out, cash jams, cash handler, low currency

cassette etc, through SMS

18. Cash Recommendations Recommendations for optimum amount of

cash to be loaded to avoid cash outs and dead cash

19. Consolidated Cash Recommendations

Consolidated list of all cash recommendations sent to branches

20. Cash Recommendations Not Followed

List of CDs which went out of cash o/a non adherence to cash recommendations sent

On Demand

21. Cash Out Report Incidents of Cash Out

22. Hourly Current Status report Current status on demand in crises like

Bank strike, rains, floods, etc

23. Ticket History Report For chronically ailing CDs

24. Any other report As and when required

******


ANNEXURE – 8 S.L.A. REPORT FORMAT

(to be submitted separately for Metro/Urban/Semi-urban/Rural branches with

Monthly Bills)

NAME OF THE CIRCLE / AB : ______________________________________

REPORT FOR THE MONTH OF _____________________________________

POPULATION GROUP OF ATMs : � Metro / Urban (with Cash Replenishment Services)

� Metro / Urban (without Cash Replenishment Services) � Semi-Urban

� Rural

1. Overall CD availability during the month (%) -

2. Aggregate Downtime (%) -

3. Breakup of Downtime -

Controllable Factors (%) Remarks

i. Cash Handler Fault

ii. Reject Bin Full

iii. Cash Out

iv. Supply Out

v. Supervisory Mode

A. TOTAL

Non-controllable factors

i. SLM Hardware

ii. Other hardware faults

iii. Communication

iv. Power

B. TOTAL

AGGREGATE (A + B)

(Note : All other reports being submitted every month as part of the monthly

Managed Services Performance Report to this Office and LHOs/ABs to continue)

******


ANNEXURE – 9

FORMAT FOR PRE-BID QUERIES (WORD DOCUMENT ‘.doc’ or ‘.docx’)

Sl. No. Clause Page Query

ANNEXURE 10

DETAILS OF ePROCUREMENT REVERSE AUCTION

AUCTION TO BE CONDUCTED BY

e Procurement Technologies Ltd (abc Procure) A-201/208, Wall Street-II, Opp. Orient Club, Nr. Gujarat College, Ahmedabad-380 006, Gujarat, India.

Phone No.: +91 79 40016 835/6837/6865/6867/6886 Fax : +91 79 40016 876 Website : www.abcprocure.com


Format -1

BANK GUARANTEE FOR EARNEST MONEY

Whereas........................... (hereinafter called “the Bidder”) has submitted its Bid

dated...................... (date of submission of Bid) for providing the Managed Services

to the Cash Dispensers (CDs) under Phase-X(2013) hereinafter called “the Bid”.

KNOW ALL PEOPLE by these presents that WE..................... (name of bank)

of.................. (name of country), having our registered office at.................. (address

of bank) (hereinafter called “the Bank”), are bound unto ⋯⋯⋯⋯⋯⋯. (hereinafter

called “the Beneficiary”) in the sum of _______________________for which

payment well and truly to be made to the said Beneficiary, the Bank binds itself, its

successors, and assigns by these presents. Sealed with the Common Seal of the said

Bank this ____ day of _________ .

THE CONDITIONS of this obligation are:

1. If the Bidder, having been notified of the acceptance of its Bid by the Beneficiary

during the period of Bid validity:

• a) fails or refuses to execute the Contract / Agreement if required; or

(b) fails or refuses to furnish the performance guarantee, in accordance with

the Instruction to Bidders.

We undertake to pay the Beneficiary up to the above amount upon receipt of its first

written demand, without the Beneficiary having to substantiate its demand,

provided that in its demand the Beneficiary will note that the amount claimed by it is

due to it, owing to the occurrence of one or both of the two conditions, specifying

the occurred condition or conditions.

This guarantee will remain in force up to and including forty five (45) days after the

period of the Bid validity, i.e. up to ________, and any demand in respect thereof

should reach the Bank not later than the above date.

Notwithstanding anything contained herein above:

(i) The Bank’s overall liability under this Bank Guarantee shall not exceed

Rs. ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯. only);

(ii) This Bank Guarantee shall be valid for a total period of -------------

months (i.e. upto ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯) including 3 months claim

period;


(iii) The Bank is liable to pay the guaranteed amount or any part thereof

under this Bank Guarantee only and only if SBI serves the Bank claim

or demand on or before ⋯⋯⋯⋯⋯⋯...

(iv) The Bank has, under its constitution, powers to give this guarantee and

Shri ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯. and Shri -----------------------(signatories)

Official(s) / Manager(s) of the Bank who has / have signed this

guarantee has / have powers to do so.

IN WITNESS WHEREOF the Bank has caused these presents to be signed at the place

and on the date, month and year first hereinabove written through its duly

authorised official.

Signed and Delivered )

Note: Presence of restrictive clauses in the Bank Guarantee such as suit filed

clause/clause requiring the Bank to initiate action to enforce the claim etc. will

render the Bid non-responsive.


Format-2 PERFORMANCE BANK GUARANTEE FOR MANAGED SERVICES

This Guarantee is made at Mumbai on this ____ day of ______, 2013 by _____, having its Registered / Head Office at ______(hereinafter called the “Bank”, which expression shall, unless repugnant to the context or meaning thereof, shall mean and include, its successors and assigns) in favour of State Bank of India, a body corporate constituted under State Bank of India Act, 1955, having its Corporate Centre at State Bank Bhavan, Madam Cama Road, Nariman Point, Mumbai – 400021 and having its Global IT Centre at Sector-XI, CBD Belapur, Navi Mumbai - 400614 (hereinafter called “SBI”, which expression shall, unless repugnant to the context or meaning thereof, shall include its successors and assigns).

WHEREAS Diebold Systems Pvt. Ltd., a company registered under the Companies Act, 1956, having its Registered Office at ___________ (hereinafter called “-----------”, which expression shall, unless repugnant to the context or meaning thereof, shall mean and include its successors and assigns) has accepted work Order No⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯, issued by SBI (“Order”) and has agreed to perform Managed Services as set out in the Request for Proposal (RFP) dated ⋯⋯⋯⋯⋯⋯, Agreement dated ⋯⋯⋯⋯..

AND WHEREAS, SBI has agreed to entrust ………… CDs of State Bank Group (SBG), for providing Managed Services, to ---------------.

AND WHEREAS, in accordance with terms and conditions of the Order and the RFP and the related agreement, ------------ is required to furnish a Bank Guarantee for a sum of Rs⋯⋯⋯⋯/- (Rupees ⋯⋯⋯⋯⋯⋯⋯ only) for due performance of Managed Services at ATM/CD sites, guaranteeing payment of the said amount of Rs. ⋯⋯⋯⋯⋯⋯⋯/- (Rupees ⋯⋯⋯⋯⋯⋯⋯⋯ only) to SBI, if ----------- fails to fulfill its obligations under the Order / RFP in respect of Managed Services. Such Bank Guarantee is required to be valid up to 31.03.2015 from the date of execution of this Guarantee. In the event of failure, on the part of ------------------, to fulfill its commitments / obligations in respect of Managed Services under the Order / RFP/related agreement, SBI shall be entitled to invoke the Guarantee.

AND WHEREAS, the Bank, at the request of -----, agreed to issue, on behalf of -----------------, Guarantee as above, for Rs ⋯⋯⋯⋯⋯⋯⋯./- (Rupees ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯. only). NOW THIS GUARANTEE WITNESSETH THAT

l.(a) In consideration of SBI having agreed to entrust ----------- ⋯⋯⋯⋯ CDs of SBG, for providing Managed Services as mentioned in the RFP and related agreement, we, the ⋯⋯⋯⋯⋯..⋯. Bank, hereby unconditionally and irrevocably guarantee that ------------ shall fulfill its commitments and obligations in respect of Managed Services under the RFP and related agreement and in the event of ------------ failing to perform/fulfill its commitments/obligations in respect of Managed Services under the RFP and related agreement, we, the _____ Bank, shall on demand(s), from time to time from SBI, without protest or demur or without reference to ------


-------- and not withstanding any contestation or existence of any dispute whatsoever between -------------- and SBI, pay SBI forthwith the sums so demanded by SBI in each of the demands, subject to a cumulative maximum amount of Rs. ⋯⋯/- (Rupees ⋯⋯⋯⋯⋯ only).

(b) Any notice / communication / demand from SBI to the effect that -------------- has failed to fulfill its commitments / obligations in respect of Managed Services under the RFP and related agreement shall be conclusive, final & binding on the Bank and shall not be questioned by the Bank in or outside the court, tribunal, authority or arbitration as the case may be.

2. We, THE _________ BANK, HEREBY FURTHER AGREE & DECLARE THAT:

(a) Any neglect or forbearance on the part of SBI to ----------- or any indulgence of any kind shown by SBI to ------------- or any change in the terms and conditions of the said RFP and Agreement shall not, in any way, release or discharge the Bank from its liabilities under this guarantee.

(b) This Guarantee herein contained shall be distinct and independent and shall be enforceable against the Bank, not withstanding any Guarantee or Security now or hereinafter held by SBI at its discretion.

(c) This Guarantee shall not be affected by any infirmity or absence or irregularity in the exercise of the guaranteeing parties by and / or on behalf of the Bank or by merger or amalgamation or any change in the Constitution or name of the Bank

(d) This guarantee shall not be affected by any change in the constitution of SBI or ------------ or winding up / liquidation of ---------------, whether voluntary or otherwise.

(e) This guarantee shall be a continuing guarantee during its validity period and SBI can make its claim in one of more events within the total liability of the Bank.

(f) Notwithstanding anything contained herein above:

(i) The Bank’s overall liability under this Bank Guarantee shall not exceed

Rs. ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯/- (Rupees ⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯. only); (ii) This Bank Guarantee shall be valid upto 15.03.2015 (including 3

months claim period); (iii) The Bank is liable to pay the guaranteed amount or any part thereof

under this Bank Guarantee only and only if SBI serves the Bank claim or demand on or before ……

(iv) The guarantor, under its constitution, has powers to give this guarantee and Shri ________ (signatories) Official(s) / Manager(s) of the Bank who has / have signed this guarantee has / have powers/authority to do so.

IN WITNESS WHEREOF the Bank has caused these presents to be signed at the place and on the date, month and year first hereinabove written through its duly authorised official. Signed and Delivered ) __________________ )