Tender Call For Facility Management Services (FMS) Maintenance … · 2020. 4. 8. · FMS & MS Contract for APSCAN Pro ct Volume-I AP Technology Services Ltd (APTS Ltd) 2 | Page Proprietary

FMS & MS Contract for APSCAN Project Volume-I

AP Technology Services Ltd (APTS Ltd) 1 | P a g e

Tender Call

For

Facility Management Services (FMS)

&

Maintenance Service (MS)

Contract

For

AP Secretariat Campus Area Network (APSCAN)

Information Technology, Electronics & Communications Department

(IT, E&C Department)

Proprietary & Confidential

April, 2020

Volume I

Andhra Pradesh Technology Services Limited, R&B Building,

3rd

floor, Labbipet, Opp-IG Municipal Stadium,

M.G. Road, Vijayawada - 520010, India.

Telephones: 91 (866) 2468108



Proprietary & Confidential

No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of APTS except to the extent required for submitting bid and no more.



RFP STRUCTURE

This RFP is meant to invite proposals from interested companies capable of delivering the

services described herein. The content of this RFP has been documented as a set of two

volumes explained below:

Volume I: Bid requirements -Technical, Operational Requirements and Contractual &Legal

Specifications

Volume I of the RFP intends to bring out all the details with respect to requirements of

department. The information set out in this volume has been broadly categorized as

Functional, Technical, and Operational, General Terms & Conditions with respect to the bid

process management including the project implementation, financial terms and conditions,

evaluation criteria.

Volume II: BID forms

Volume II of the RFP details the, and bid submission forms to be adopted for the bid

This is Volume I

Kindly note that all two volumes of the RFP have to be read in conjunction as there are cross

references on sections in these volumes. The selected service Provider will be solely

responsible for any gaps in scope coverage caused by not referring two volumes.



1. Table of Contents 1. Table of Contents ......................................................................................................... 4

2. Advertisement .............................................................................................................. 7

3. Tender Call Notice ....................................................................................................... 8

4. Introduction ................................................................................................................. 9

4.1. The Project Sites ......................................................................................................................... 9 4.1.1. Location-I: Amaravati, Vijayawada & Guntur ................................................................................. 9

4.1.2. Location-II: Hon’ble CM Camp Office, Tadepalli ........................................................................... 9

4.1.3. Location-III: AP Bhavan, New Delhi ............................................................................................... 9

5. Objective ..................................................................................................................... 10

5.1. Brief Overview .......................................................................................................................... 10

5.2. Need for Facility Management Services (FMS) and Maintenance Services (MS) ................... 10

6. Scope of Work ............................................................................................................ 11

6.1. Scope ......................................................................................................................................... 11

6.2. General Scope of APSCAN Project .......................................................................................... 11

6.3. Facility Management Services (FMS) ...................................................................................... 12 6.3.1. Server Monitoring, Administration & Management Services ........................................................ 12

6.3.2. Mail Admin Console Services ........................................................................................................ 13

6.3.3. Antivirus Services: .......................................................................................................................... 13

6.3.4. Security Administration Services ................................................................................................... 14

6.3.5. Network services ............................................................................................................................ 14

6.3.6. Enterprise Monitoring System (CA tools available) ....................................................................... 15

6.3.7. Help Desk Services ......................................................................................................................... 16

6.3.8. BMS Services ................................................................................................................................. 16

6.3.9. Asset Management Services ........................................................................................................... 16

6.3.10. System Support Services ................................................................................................................ 17

6.4. Maintenance Services (MS) ...................................................................................................... 18 6.4.1. Preventive Maintenance Services ................................................................................................... 18

6.4.2. Corrective Maintenance Services ................................................................................................... 19

7. Facility Management Services (FMS) ....................................................................... 20

7.1. Qualifications of the Facility Management Services Personnel................................................ 20

7.2. Minimum Qualifications & Experience Required .................................................................... 20

7.3. Proposed Man power distribution ............................................................................................. 22

7.4. Shifts and Shift Timings ........................................................................................................... 23

7.5. Manpower Deployment Plan .................................................................................................... 24

7.6. Additional Requirements .......................................................................................................... 24

8. Maintenance Services (MS) ....................................................................................... 26

8.1. Maintenance and Warranty ....................................................................................................... 26 8.1.1. OEM Warranty ............................................................................................................................... 26

8.1.2. Bidder Warranty ............................................................................................................................. 26

8.2. Warranty of IT & Non-IT Equipment ....................................................................................... 26

8.3. Runtime ..................................................................................................................................... 26 8.3.1. Servers System (Server Farm, NOC and BMS): ............................................................................. 26

8.3.2. Desktops and peripherals: ............................................................................................................... 27

8.4. Down Time ............................................................................................................................... 27 8.4.1. Maximum Admissible Downtime ................................................................................................... 27

8.5. Upgrade of Technology ............................................................................................................ 27

8.6. Replacement of UPS Batteries .................................................................................................. 27

8.7. Anti-Virus Securities ................................................................................................................ 28

8.8. Maintenance Call Record: ......................................................................................................... 28

8.9. Coordination ............................................................................................................................. 28



8.10. Electrical Maintenance .............................................................................................................. 28

8.11. Obsolescence ............................................................................................................................. 28

8.12. Other details .............................................................................................................................. 28

8.13. Access to the Equipment and Information ................................................................................ 29

9. Contract Execution .................................................................................................... 30

9.1. On-site Engineers: ..................................................................................................................... 30

10. Pre-qualifications of the tenders ................................................................................ 31

11. Statement of important limits and values ................................................................. 33

12. Handing Over of Equipment ..................................................................................... 36

13. Bidding procedure...................................................................................................... 37

13.1. Bid submission .......................................................................................................................... 37

13.2. Pre-qualification bid .................................................................................................................. 37

13.3. Technical Bid ............................................................................................................................ 37

13.4. Financial bid .............................................................................................................................. 37

13.5. Pre-bid Meeting ........................................................................................................................ 38

13.6. Bid evaluation procedure .......................................................................................................... 38

13.7. Opening of bids ......................................................................................................................... 38

13.8. EMD Validity ............................................................................................................................ 38

13.9. Pre-qualification bid documentation ......................................................................................... 38

13.10. Technical bid documentation .................................................................................................... 39

13.11. Financial bid .............................................................................................................................. 39

14. General instructions to bidders ................................................................................. 40

14.1. Definitions ................................................................................................................................. 40

14.2. General eligibility ..................................................................................................................... 41

14.3. Bid forms .................................................................................................................................. 41

14.4. Cost of bidding .......................................................................................................................... 41

14.5. Clarification of bidding documents ........................................................................................... 41

14.6. Amendment of bidding documents ........................................................................................... 42

14.7. Period of validity of bids ........................................................................................................... 42

14.8. Submission of bids .................................................................................................................... 42

14.9. Deadline for submission of bids ................................................................................................ 42

14.10. Late bids .................................................................................................................................... 42

14.11. Modification and withdrawal of bids ........................................................................................ 43

14.12. Preparation of Pre-qualification bid .......................................................................................... 43

14.13. General business information: .................................................................................................. 43

14.14. Bid security i.e. earnest money deposit (EMD) ........................................................................ 43

14.15. Preparation of technical bid ...................................................................................................... 44

14.16. Preparation of financial bid ....................................................................................................... 44

15. Standard procedure for opening and evaluation of bids .......................................... 45

15.1. Outline of bid evaluation procedure: ........................................................................................ 45

15.2. Opening of bids ......................................................................................................................... 45

15.3. Clarification of bids: ................................................................................................................. 45

15.4. Preliminary examination: .......................................................................................................... 45

15.5. Evaluation of Pre-qualification bids: ........................................................................................ 46

15.6. Technical bid documentation: ................................................................................................... 46

15.7. Evaluation of financial bids ...................................................................................................... 48

15.8. Evaluation and comparison of financial bids ............................................................................ 48

15.9. Reverse Auction: ....................................................................................................................... 48

15.10. Contacting APTS ...................................................................................................................... 49

15.11. Award criteria ........................................................................................................................... 49

15.12. APTS’ right to vary quantities at time of award ....................................................................... 49

15.13. APTS’ right to accept any bid and to reject any or all bids. ..................................................... 49



15.14. Notification of award ................................................................................................................ 49

15.15. Signing of contract .................................................................................................................... 50

15.16. Performance security................................................................................................................. 50

15.17. Corrupt, fraudulent and unethical practices .............................................................................. 50

16. General conditions of proposed contract (GCC) ...................................................... 51

16.1. Application ................................................................................................................................ 51

16.2. Payments ................................................................................................................................... 51

16.3. Call Registration and Completion ............................................................................................. 51

16.4. Other terms and conditions ....................................................................................................... 51

16.5. Delays in the service provider’s performance ........................................................................... 52

16.6. Liquidated damages .................................................................................................................. 52

16.7. Implementation Guarantee / Performance Security .................................................................. 52

16.8. Termination for Default ............................................................................................................ 52

16.9. Termination for Insolvency ....................................................................................................... 53

16.10. Termination for Convenience ................................................................................................... 53

16.11. Force Majeure ........................................................................................................................... 53

16.12. Assignment & Sub Contracts .................................................................................................... 54

16.13. Amendment to the Agreement .................................................................................................. 54

16.14. Applicable Law ......................................................................................................................... 54

16.15. Resolution of Disputes .............................................................................................................. 54

16.16. Use of Contract Documents and Information ........................................................................... 54

16.17. Governing Language ................................................................................................................. 55

16.18. Notices: ..................................................................................................................................... 55

16.19. Indemnification ......................................................................................................................... 55

16.20. Taxes and duties ........................................................................................................................ 55

17. Special conditions of proposed contract (SCC) ......................................................... 56



2. Advertisement

Tender Call Notice for “Identification of Service Provider for Facility Management

Services(FMS) and Maintenance Services (MS)” for Computer Hardware and other

peripherals for AP Secretariat Campus Area Network (APSCAN) at Interim Govt.

Complex, Velagapudi, Andhra Pradesh (A.P)

---------------------------------------------------------------------------------------------------------

APTS on behalf of ITE&C Dept., Govt. of Andhra Pradesh (GoAP) is inviting bids from

service providers for FMS & MS for Computer Hardware and Networking equipment under

APSCAN. The time schedules of various tender related events are as follows:

Bid calling date 07.04.2020

Pre-bid conference date/time No Pre-bid meeting

Last date / time for clarifications by

mail

14.04.2020

Issue of clarifications on RFP 18.04.2020

Bid Submission closing date/time 27.04.2020, 03:00 PM

Bid Document Fee Rs.25,000/- (Online)

APTS Contact person Mr Sreedhar Reddy Manager(IIP& Proc-3)

Mobile- 9963029412

[email protected]

Reference No. ITC51-18021/2/2019-IIP-APTS (Computer

No: 1051216)

If your firm is interested in participation, please ask the contact person for details or visit our

web site at http://www.apts.gov.inor www.apeprocurement.gov.in. The document is to be

purchased by firms for participation.

A complete set of bidding document may be obtained by interested bidders on the submission

of a written application addressed to “The Managing Director, AP Technology Services Ltd.,

Vijayawada” by paying a non-refundable amount indicated above. The payment can be made

in the form of Demand Draft/ Banker’s cheque drawn in favor of “The Managing Director,

AP Technology Services Ltd., Vijayawada”

Managing Director

Andhra Pradesh Technology Services Limited (APTS),

R&B Building, 3rd

floor, Labbipet

M.G. Road, Vijayawada - 520 010, India.

Telephones: 91 (866) 2468108



3. Tender Call Notice

Andhra Pradesh Technology Services Limited (APTS), R&B Building, 3

rd floor, Labbipet

M.G. Road, Vijayawada - 520 010, India.

Telephones: 91 (866) 2468108 ---------------------------------------------------------------------------------------------------------

Tender Call Notice for “Identification of Service Provider for Facility Management Services

(FMS)and Maintenance Services (MS)” for Computer Hardware and other peripherals for AP

Secretariat Campus Area Network (APSCAN)at Interim Govt. Complex, Velagapudi,

Time schedule of various tender related events.

Bid calling date 07.04.2020

Pre-bid conference date/time No Pre-bid meeting

Last date / time for clarifications by

mail

14.04.2020

Issue of clarifications on RFP 18.04.2020

Bid Submission closing date/time 27.04.2020, 03:00 PM

Bid Document Fee Rs.25,000/- (Online)

APTS Contact person Mr Sreedhar Reddy Manager(IIP& Proc-3)

Mobile- 9963029412

[email protected]

Reference No. ITC51-18021/2/2019-IIP-APTS (Computer

No: 1051216)



4. Introduction

4.1. The Project Sites

AP Secretariat is the apex administrative unit of AP Government. It accommodates

Council of ministers, Secretaries to the Govt., Senior officers with 36 main departments

supported by around 814 sections. Being the apex site of administration, very high level

of quality of service is the minimum requirement. The following are the locations

falling under AP Secretariat Campus Area Network (APSCAN) project.

4.1.1. Location-I: Amaravati, Vijayawada & Guntur

a. Six (6) building blocks (Building No.1 to 6) at new AP Secretariat, Interim

Government Complex (IGC), Velagapudi, Amaravati brought on to the local area

network.

b. Other location offices if any as decided by ITE&C department from time to time

4.1.2. Location-II: Hon’ble CM Camp Office, Tadepalli

a. Systems and the Network at the premises of Honorable Chief Minister’s Camp

Office(CMCO) at Tadepalli.

4.1.3. Location-III: AP Bhavan, New Delhi

a. Systems and the Network at the premises of AP Bhavan, New Delhi



5. Objective 5.1. Brief Overview

Andhra Pradesh Secretariat Campus Area Network (APSCAN) is the state of art technology project of AP Government consisting of Six (6) buildings at IGC, Velagapudi consisting of G+1 floors in each building. APSCAN is one of the large campus area networks, which connect more than 5000 nodes on the network for data. There are two (2) hub rooms in each

floor consisting of access switches in stack. Users in each floor are connecting to respective access switches through jack panels by Cat#6A UTP cable. All the uplinks of access switches are connecting to building distribution switches, which are in stack with 20Gbps on OFC. In each building, the uplinks of distribution switches are connecting to the core switches with a

backbone of 20Gbps on OFC. The entire campus is Wi-Fi enabled with centralized wireless controllers and AAA solution. 1Gbps shared internet is available for the servers and users through wired and wireless devices.

Nearly about 2200 computers connected on the present network. The list of servers and

network infrastructure which is under warranty and requires co-ordination with vendors. Some of the infrastructure requires OEM warranty and the cost details are enclosed at Annexure-1.

There is a Network Operating Centre (NOC) located at Building 3, AP Secretariat, IGC Velagapudi, where from the network management and monitoring is being done. The existing servers are configured on Windows, Linux and VMWare for application hosting and also the network services like Internet and Intranet are provided. The existing APSCAN, Velagapudi is a near DR site for APSDC, Amaravati and it is meant for staging activities of APSDC.

5.2. Need for Facility Management Services (FMS) and Maintenance

Services (MS)

As APSCAN is a large network covering all the Departments in the Secretariat, enables

access by the Government Departments/Offices in the State irrespective of location,

accessing the services like internet and intranet, e-mail and also accessing the departmental servers., it is essential that the services are provided continuously without any interruption or downtime. To maintain the servers, clients, printers, UPS systems and LAN components and ensuring continuous services running on them, it is proposed to outsource the maintenance of

the APSCAN (covering all the units) which covers Facility Management Services (FMS) and Maintenance Services (MS) respectively.



6. Scope of Work 6.1. Scope

The scope of the work is divided into two parts for ease of maintenance of the contract

1. Facility Management Services (FMS)

2. Maintenance Services (MS).

6.2. General Scope of APSCAN Project

1. Overall management of Servers, Clients, Peripherals, Network

2. Co-ordination with the suppliers/ OEMs for the equipment under warranty.

3. Co-ordination with the Operator/suppliers/ OEMs of APSWAN, Video Conference

and, APSDC.

4. Checking & managing network status and taking remedial action in case of

problems.

5. Loading, reloading and backup services of applications, OS, DBMS, Tools and other

software.

6. Monitoring & Management of the deployed Enterprise Wide Management System

for efficient management of components and services.

7. Operational Support for all the applications running and also which are added from

time to time.

8. Maintenance & monitoring of open source tools being used in APSCAN (like

WSUS, SNORT, NTP etc).

9. Should co-ordinate between APSWAN & APSDC operator, APTS/ITE&C

Department& NIC for any migration of services, connectivity issues and providing

of resources.

10. Storage media will be provided by ITE&C dept/APTS.

11. Should co-ordinate with ISPs regarding internet link load balancing and any link

related problems.

12. Should co-ordinate for installation of any new equipment purchased by ITE&C

Department of APSCAN.

13. Other important activities shall be:

a. Daily maintenance of system configuration

b. Implementation of system security features

c. Overall security of the network

d. Day-to-day disk space management

e. Monitor and record system performance and take corrective actions to optimize

the performance on a daily basis

f. Keep track of new viruses on a daily basis and remedial action there on

g. Escalation of problems to other vendors wherever required

h. System logs on daily basis for errors and to take corrective steps

i. Proper upkeep of storage media for taking backups

j. Patch and updates management for OS, Antivirus etc.,

14. On daily basis, call details has to be sent to ITE&C department. The call details

should consist of

a. Server Uptime with check list

b. Network Uptime with check list

c. Desktop calls status

d. UPS status



e. ACs status

f. Database status report

g. Security report

6.3. Facility Management Services (FMS)

Management of AP Secretariat Campus Network for providing the Services to the users for

availability of the Applications/ Services such as

1. Internet and Intranet services

2. eMail/eOffice supporting services

3. Application software/services added from time to time.

The overall management & maintenance of AP Secretariat Campus Network includes

administration of Servers, PCs, Printers, peripherals, Networking, ISP leased lines, UPS, ACs

and the services running on them. The detailed scope is as follows:

6.3.1. Server Monitoring, Administration & Management Services

1. Configuration of server parameters, operating systems administration and tuning.

2. Operating system administration, including but not limited to management of users,

processes, resource contention, preventive maintenance and management of updates

& patches to ensure that the system is properly updated.

3. Active Directory & DNS services management.

4. Antivirus server Administration and management.

5. Re-installation in the event of system crash/failures.

6. Maintenance of a log of the performance monitoring of servers including but not

limited to monitoring CPU, disk space, memory utilization, I/O utilization, etc.

7. Event log analysis generated in all the sub systems including but not limited to

servers, operating systems, databases, applications, security devices, messaging, etc.

Ensuring that the logs are backed up and truncated at regular intervals.

8. Periodic health check of the systems, troubleshooting problems, analyzing and

implementing rectification measures.

9. Ensuring the upkeep of existing systems that would be reused and also incorporate

necessary changes for new applications if any during the tenure of the contract.

10. Identification, diagnosis and resolution of problem areas pertaining to the SDC

infrastructure and application and maintenance of assured SLA levels.

11. Implementation and maintenance of standard operating procedures for maintenance

of the infrastructure based on the State’s policies.

12. Management of the user names, roles and passwords of all the relevant subsystems,

including, but not limited to servers, applications, devices, etc.

13. System administration activities shall include tasks including but not limited to

setting up the servers, executing hardware and software updates when necessary.

14. System administration activities shall include tasks including but not limited to

setting up the servers, other activities shall include:

15. Configuring and apportioning storage space

16. Setting up of working e-mail accounts and mailing lists

17. Management and integration of databases

18. Performing periodic backup of data and automating reporting tasks

19. Executing hardware and software updates when necessary.



20. Implementation and maintenance of virtualization software and creation of Virtual

machines (VMs) based on user department requirement and managing the same.

21. Backup of operating system, database and application as per stipulated policies at

the APSCAN.

22. Monitoring and enhancement of the performance of scheduled backups, schedule

regular testing of backups and ensure adherence to related retention policies.

23. Ensuring prompt execution of on-demand backups of volumes, files and database

applications whenever required by User Departments or in case of upgrades and

configuration changes to the system.

24. Real-time monitoring, log maintenance and reporting of backup status on a regular

basis. Prompt problem resolution in case of failures in the backup processes.

25. Media management including, but not limited to, tagging, cross-referencing, storing,

logging, testing, and vaulting in fire proof cabinets.

26. Physical security of the media stored in cabinets.

6.3.2. Mail Admin Console Services

The AP domain email services are hosted at Government of India eMail servers maintained

by NIC. The mail team have been provided with mail delegated admin console and the

overall roles and responsibilities of the mail team is as follows:

1. Overall management of AP domain mail admin console service provided by NIC.

2. Creation/Deletion of eMail accounts.

3. Update/Change of passwords

4. Update of user profiles and mobile numbers.

5. Coordination with user departments/NIC/ITE&C for creating bulk email accounts.

6. SMS/ SMTP relay support for User Department

7. Documentation of the eMail accounts being created/deleted/managed

8. Escalation of problems

9. NIC eForms

6.3.3. Antivirus Services:

1. The antivirus admin shall regularly monitor, configure and perform the agent

installation

2. Configure AV policies on the server and apply it onto every type of clients

3. Create installation package for every type of client machines.

4. Configure Live update process.

5. Checking regular synchronization and monitoring to ensure signatures are updated.

6. Perform administrative tasks to configure, deploy and sustain clients installed and

operational on all network Servers & Workstations.

7. Providing assistance to the individual(s) responsible for the network security

function.

8. Help troubleshoot all issues related to signature downloading or updating

9. Help troubleshoot all issues on virus infections / prevention

10. Prepare and provide weekly report out from the AV server.

11. To guard the systems against virus infections using the latest anti-virus tools made

available. Downtime due to virus, spam, spyware is attributable to facilitator. The

necessary licenses will be provided by GoAP.

12. To install the antivirus agents on all the devices and its management



6.3.4. Security Administration Services

1. Protocols: BGP and OSPF routing protocols configurations and management,

Spanning tree, VTP switching protocols

2. Security: Management of Link Load Balancer, firewalls, NIPS and Log Analyzers

3. Coordination with AP Cyber Security Operations Center (APCSOC)

4. Addressing the ongoing needs of security management including, but not limited to,

monitoring of various devices / tools such as firewall, intrusion detection, content

filtering and blocking, virus protection, and vulnerability protection through

implementation of proper patches and rules.

5. Root domain administration by creating the root and sub-domains and setting the

root level security policies such as authentication mechanisms (single/multi factor),

password policies such as password length, password complexity, password expiry,

account lockout policy, certificate policies, IPSEC policies etc.

6. Maintaining an updated knowledge base of all the published security vulnerabilities

and virus threats for related software and microcode etc.

7. Ensuring that patches / workarounds for identified vulnerabilities are patched /

blocked immediately.

8. Respond to security breaches or other security incidents and coordinate with

respective OEM in case of a new threat is observed to ensure that workaround /

patch is made available for the same.

9. Maintenance and management of security devices, including, but not limited to

maintaining firewall services to restrict network protocols and traffic, detecting

intrusions or unauthorized access to networks, systems, services, applications or

data, firewalls, servers, from viruses.

10. Ensuring that the security policy is maintained and updates to the same are made

regularly as per ISO 27001, BS 7799 and BS 15000, ISO 20000 guidelines

11. Operating system hardening through appropriate configuration and patch updates.

12. Periodic reviews of device level rights and privileges.

6.3.5. Network services

1. To ensure continues operation and upkeep of the LAN Infrastructure at the

APSCAN including all active components so that the network is available 24 x7 as

per the prescribed SLA.

2. Protocols: BGP and OSPF routing protocols configurations and management,

Spanning tree, VTP switching protocols

3. Configuration/ Reconfiguration/ deployment and Management as per various

policies like Security policies, Access policy, IP Policy, routing policy, firewall

policies etc. for providing accessibility between external links and their

infrastructure hosted at APSCAN in co-ordination with respective vendors including

but not limited to opening/closing of specific ports on network devices.

4. Configuration, management and maintenance of Network Management Software

deployed at APSCAN.

5. Performance tuning to ensure resilient performance, reliability and high availability

of the network services.

6. Management and maintenance of internet bandwidth/ links provided by NKN and

Other ISPs.

7. Management of NKN Network in co-ordination with National Informatics Centre,



Hyderabad/Delhi.

8. Maintenance and management of links established between APSDC and

APSCAN/APSWAN

9. Management of multi-vendor controller based wireless solutions integrating to AAA

solution.

10. Enabling the existing entire network with dual stack (IPv6 & IPv4)

6.3.6. Enterprise Monitoring System (CA tools available)

1. Maintenance and tuning of Network Management setup for APSCAN

2. Fault isolation in all locations

3. Overall network management

4. Formulation and implementation of network management policies

5. Monitoring of system performance using NMS, generation of reports, analysis of

data

6. Enabling problem reporting through the web

7. Maintenance and monitoring with CA Suit at APSCAN

a. CA Service Desk Manager

i. CA Service Desk provides with this reliable foundation to improve efficiencies

while fostering customer satisfaction and improved productivity.

ii. It offers integrated incident, problem and change management.

iii. Manages service levels to ensure response and resolution time commitments.

iv. Uses automated customer surveys to ensure high quality support.

v. For all the service requests/ incidents/problems/events of APSCAN, tickets

need to be raised by this tool and necessary integration need to be done with

other CA EMS tools on entire APSCAN infrastructure.

b. CA Spectrum

i. This product is mainly used for monitoring network devices

ii. This will give an in-depth view of each network components including their

connectivity to other devices

iii. It will monitor all the network components live and using SNMP protocol and

if any error occurred in the devices it will give alert in server with complete

error details with possible solution for that error

iv. And it will store the error in history for the future reference

v. 200 network components are monitored using this software

c. CA E-Health (Performance Manager) & CA UIM

i. This product is used for historical reporting

ii. It will work using SNMP as well as client server agent.

iii. It will monitor all the configured components with the detailed specification

and store it in the database for the historical reporting

iv. Report can be created later like daily, weekly, monthly and yearly basic

v. Reports like historical availability, bandwidth utilization, CPU utilization,

Memory utilization, HDD utilization and other available reports.

vi. Nearly 3000 components are monitored using this device



6.3.7. Help Desk Services

1. The help desk service will serve as a single point of contact for all incidents and

service requests at the APSCAN. The service will provide a Single Point of Contact

(SPOC) and also escalation / closure of incidents for the Secretariat Department

users. The activities shall include:

2. Provide Help Desk facility during agreed service period window for reporting user

department incidents / issues / problems with the IT infrastructure.

3. Provide necessary channels for reporting issues to the help desk. The incident

reporting channels could be the following:

1. Specific E-Mail account

2. Telephone Line

4. Implement a call logging system in line with the severity levels as per the SLAs. The

Help desk shall log user calls related to SDC infrastructure and assign an incident/

call ID number. Severity shall be assigned to each call as per the SLAs.

5. Creation of knowledge base on frequently asked questions to assist user departments

in resolving basic issues themselves

6. Track each incident / call to resolution

7. Provide feedback to callers.

8. Analyze the call statistics

9. Creation of knowledge base on frequently asked questions to aid users.

10. Continuous monitoring of the physical as well as the IT infrastructure at the

APSCAN to ensure availability as per agreed SLAs.

11. Monitoring shall be done with the help of BMS and EMS monitoring tools and

system logs/counters and therefore the reports and alerts can be auto-generated.

12. Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix

agreed

13. Coordinate with respective vendors for closure of calls.

14. Analyze the incident / call statistics and provide monthly reports including but not

limited to:

1. Type of incidents / calls logged

2. Incidents / calls resolved

3. Incidents / calls open

6.3.8. BMS Services

1. BMS should provide the overall statistics of the power availability, source of power,

etc.

2. Maintenance and management of APSCAN NOC electrical issues.

3. Maintenance of Access Control System PAC, Fire detection system, Fire

Suppression system, VESDA, Rodent repellent, Water Leak Detection System,

CCTV and DVR, etc.

4. Maintenance of 100 KVA UPS

5. Testing of PAC, access Control, UPS, CCTV, DVR, Fire safety system etc.,

6.3.9. Asset Management Services

1. The facilitator shall be responsible to maintain asset database of all the equipment/

software procured/ Installed under APSCAN Project.



2. The details of all assets like hardware, software, peripherals, manuals, media and

other related peripherals, etc., shall be maintained by recording information like

make, model, configuration details, serial numbers, licensing agreements, warranty,

place of installation etc.

3. Record installation and removal of any equipment from the NOC Server farm and

inform APTS/ITE&C Department even if it is temporary.

4. Create Software details with information such as Licenses, Version Numbers and

Registration Details.

5. Perform software license management, notify to APTS/ITE&C Department on

licensing contract renewal and assist them in getting the license renewed.

6. The facilitator shall prepare & maintain the physical asset register for the entire IT

software, hardware and BMS available at APSCAN and separate material movement

register at APSCAN.

6.3.10. System Support Services

1. At NOC should be able to provide the following

a. Coordinating with the hardware suppliers for the guaranteed service levels

b. High quality support, operation and monitoring of departments’ applications

c. Ensuring the Data and Application availability seven days a week twenty-four

hours per day

d. Centralized network management and operations monitoring

e. Enforcement of Security with multiple security levels

f. Backup and Archival Services

g. BMS services

h. Video conference & presentation support

i. Coordination with APSWAN, APSDC, NIC and other application owners.

j. Antivirus management in APSCAN

2. At the remaining locations consists of the following:

a. Taking Daily System Backups. For this purpose, the policy and media will be

provided by Department.

b. Installation and Reload Support on Desktop OS like Windows, Mac OS etc, Office

suites, Browsers, Govt applications and other general purpose applications etc.

c. Installation and Reload Support for Server OS like WIN 200x/201x, VMware,

Linux and other UNIX flavors, etc.,

d. Rectification of system software problems due to crashing or malfunctioning of the

OS, RDBMS or front end.

e. Installation and reload support for system software upgrades namely, OS, RDBMS,

and front end as may be procured or supplied by ITE&C Department/ APTS during

the period of the agreement.

f. Guarding the systems against virus infections using the latest anti-virus tools made

available by Government of Andhra Pradesh. The facilitator will assist in selecting

the latest anti-virus tools from time to time to guard the systems against the virus.

g. Installation and reload support for application software.

h. Data transfer from one machine to other.



6.4. Maintenance Services (MS)

This category includes comprehensive maintenance for the equipment with or without parts

warranty from the original Equipment Manufacturer (OEM) and also the services running on

them as the case may be. This category includes all equipment including backbone cabling

and structured cabling, Routers, switches, modems, network equipment, Firewalls, Servers,

Storage, Desktops, AIO Desktops, Printers, Scanners, UPS, Air Conditioners (ACs), BMS

(Civil & Electrical) and other Peripherals. The services consist of preventive and corrective

maintenance and include carrying out the necessary repairs and fittings of replacement parts

6.4.1. Preventive Maintenance Services

The facilitator shall provide preventive maintenance services for all the equipment for which

maintenance services are to be provided by OEM (UPS & batteries, PACs, CACs) & rest of

the Non-IT component) at least once in every quarter. The preventive maintenance shall

include

1. Cleaning and removal of dust and dirt from the interior and exterior of the

equipment.

2. Conduct inspection (check for loose contacts in the cable and connections etc.),

testing, satisfactory execution of diagnostics and necessary repairing of equipment.

3. Intimating and taking approval from purchaser before carrying out preventive

maintenance activity.

4. Preventive maintenance of BMS systems shall be carried out quarterly. 5. The facilitator shall provide maintenance service against all risks, except those risks

covered by Force Majeure conditions, for both categories as follows a. Preventive maintenance and carrying out the necessary repairs and fittings of

replacement parts wherever applicable. Replaced parts become the property of Facilitator. Preventive maintenance shall not be attended during run / office time. However preventive maintenance which does not affect normal operation can be attended during run time with the permission of user. Preventive maintenance shall be carried out at least once in a quarter.

b. The bidder is required to maintain adequate stocks of spares to meet the requirements. ITE&C Dept. and APTS reserve the right to verify the stocks at any point of time.

c. Wherever a component has to be replaced, it shall be replaced with a component of the same make and configuration. In case the component of same make and configuration is not available, the replacement shall conform to open standards and shall be of a higher configuration specifically approved by the ITE&C Department or APTS.

d. The Facilitator, may if so advised technically, get a dysfunctional hardware component repaired in lieu of its replacement, subject to ensuring the overall compliance of the requirement of up time.

e. The Facilitator shall ensure that all the replacements and components used in the process of restoring systems are genuine and original.

f. The essence of the hardware maintenance contract is to ensure that all the components of hardware work perfectly in unison and deliver rated performance during the period covered by the agreement between the Facilitator and the Department and that the systems uptime is up to the standards prescribed.

g. The maintenance services include everything except printer toner cartridges, ink



cartridges, ribbon cartridges, tapes, fuser assembly, batteries and non-functional

parts like covers, castors, stands etc.

6.4.2. Corrective Maintenance Services

The details of the work to be undertaken by the facilitator are as follows:

1. Troubleshooting of problems related to the equipment/network/services and

rectification of the same.

2. Repairing of defective parts/components.

3. Replacement of parts/components beyond repair with parts/components of same or

better specifications ensuring compatibility without any additional cost.

4. Providing suitable standby for parts/components with same or better specifications

till the time the original part/component if repaired or replaced so that daily business

is not affected.

5. There would a requirement for network cabling works under APSCAN project and

the network cabling works shall be executed either by APTS network cabling rate

contract (RC) vendor or by APSCAN operator as per the ITE&C Dept.

requirements. In case APSCAN operator executes the work, the same shall be as per

the rates of APTS network cabling rate contract. In case APTS vendor executes the

work then APSCAN team shall co-ordinate with the APTS RC vendor for timely

execution. The decision shall be with ITE&C Dept. to award the work either to

APTS RC vendor or to APSCAN operator.

6. The Maintenance support for equipment shall include all passive components

including, screws, clamp, fasteners, ties anchors, supports, ground strips, wires, fiber

connecting kits, gears, spares, power-cables, Network cables etc. maintenance

support services pertaining to Cabling and OFC shall include:

1. Splicing, digging, repairing & testing of OFC.

2. Re-fixing/shifting of cables/OFC whenever switches and racks are shifted or

otherwise.

3. Removing and laying of UTP cable and I/Os with casing, etc in case renovation

activity is undertaken in any building covered under the project.

4. Replacement/repair of OFC/UTP/Power cables & connectors/ ports/ equipment on

entire laying route.

5. Maintenance of cables and conduits of equipment

6. Ferruling and labeling

7. Documentation of problems, isolation, cause and rectification procedures for

building knowledge base for the known problems.



7. Facility Management Services (FMS)

7.1. Qualifications of the Facility Management Services Personnel The manpower shall be willing to work and operate between Location-I and Location-II

depending on the requirement. The FM team should have experience in Windows, Linux,

VMware ESXi OS, MS Office, and Networking including Cisco, HP, Radware, Fortigate,

Trendmicro, McAfee, Juniper, Dell, Aruba equipment. The bidder should submit a statement

of the personnel whom he would be deploying for FMS clearly mentioning their

qualification, designation and previous experience in similar fields. The certified Engineers

from MICROSOFT (MCSE, MCTS, MCITP), CISCO (CCNA, CCSP), CISA, VMWARE

(VCP) and Storage OEMs are preferred.

100% of the staff proposed for the tender must be the staff of the organization. The bidder has

to indicate the proposed person’s name and designation in the bidders’ organization. Bidders

submitting their bid which does not comply with these terms would be treated as non-

responsive at technical stage.

7.2. Minimum Qualifications & Experience Required # Position Educational

Qualificatio

ns

Certification Role Overa

ll IT

Exp in

Years

Relev

ant

exp in

Years

1. Project

Manager

MBA/ BE/

B.Tech/M.Sc

(IT/IS)

ITIL/PMP or

equivalent

APSCAN Project

management/ Escalation

handling/ Single point of

contact

10

Years

6

Years

2. Virtualizatio

n Admin

BE/B.Tech/

M.Sc (IT)

VCP or

equivalent

Implementation, maintenance

and migration services on

VMware ESXi/MS Hyper-

V/Redhat Open stack

6

Years

4

Years

3. System &

Storage

Admin

BE/B.Tech/

M.Sc (IT)

MCITP/RHC

E/ Any

Storage OEM

Certification

Installation & configuration

of Windows Server, Linux ,

VMware, & Backup

6

Years

4

Years

4. Security

Admin

BE/B.Tech/

M.Sc (IT)

CCSP/

CISSP/

CISM or

equivalent

Installation, configuration and

administration of Firewalls

and Security equipment. Risk

assessment, vulnerability

assessment, IS audit, Security

policy Design, Penetration

test, BCP design &

implementation,

Configuration of firewall, IPS

etc.

6

Years

4

Years

5. Network

Admin

BE/B.Tech/

M.Sc (IT)

CCNP or

equivalent

Routing and Switching:


administration of Switches

and Routers. Configuration

6

Years

4

Years



# Position Educational

Qualificatio

ns


ll IT

Exp in

Years

Relev

ant

exp in

Years

and maintenance of controller

based Wireless network.

6. Antivirus

admin

BE/B.Tech/

M.Sc (IT)

MCITP/RHC

E/Any

antivirus

OEM

certification


monitoring of Antivirus

server. Patch & update

management.

6

Years

4

Years

7. EMS

Engineer

Any

Graduation

Exp. in

installation,

config and

monitoring

EMS suite.

(Preferably in

CA)


monitoring of CA EMS suite.

3

Years

2

Years

8. Desktop

Admins

Any

Graduation

Client

peripherals

and Asset

management

Management Desktop, mobile

and other Client infrastructure

and Asset Management

6

Years

4Years

9. Facilitators

(System

Admins)

BE/B.Tech/

M.Sc

(IT)/Diploma

in

Engineering

MCSA/RHC

SA or

equivalent

Installation and configuration

Windows

2003/2008/2012/2016/2019,

Maintenance and Monitoring

of servers

2

Years

2

Years

10. Facilitators

(Network

Admins)

BE/B.Tech/

M.Sc

(IT)/Diploma

in

Engineering

CCNA or

equivalent

TCP/IP, FTP, IE /

Configuration. Maintenance

and Monitoring of Network

and Security equipment.

maintenance of controller

based Wireless network.

2

Years

2

Years

11. eMail

facilitators

BE/B.Tech/

M.Sc

(IT)/Diploma

in

Engineering

Experience in

email client

configuration

and mail

management

through

remote

console.

Knowledge on mail

management & protocols

(IMAP, POP3, SMTP) and

mail flow analysis

2 years 2

Years

12. Video

Conference

Facilitator

Any

Graduation

or Diploma

in

Engineering

Video

Conference

Basics

Installation, configuration,

maintenance & Operations of

video conference equipment.

2 years 2

Years

13. CM

Residence

engineer/Re

sidence Call

Support

Any

Graduation

or Diploma

in

Engineering

Desktop and

Mobile

basics

OS installation/TCP/IP, FTP /

IE Configuration. Outlook

and Installation of Software

products

2 years 2

Years



# Position Educational

Qualificatio

ns


ll IT

Exp in

Years

Relev

ant

exp in

Years

14. APSDC

Monitoring

Facilitators

Any

Graduation

or Diploma

in

Engineering

Server and

EMS basics

Server and EMS basics 2 years 2

Years

15. FM

engineers

Any

Graduation

or Diploma

in

Engineering

Desktop and

Mobile

basics

Installation, maintenance of

equipment Desktop and

mobile infrastructure

2 years 2

Years

16. BMS

engineers

Any

Graduation

or Diploma

in

Engineering

Familiar on

Concepts of

Building

Management

System

Operations & maintenance of

BMS including NOC Non IT

components

2 years 2

Years

17. Printer

Engineer

Any

Graduation

or Diploma

in

Engineering

Installation,

maintenance

and repair of

printer and

Desktop, Wi-

Fi and

network

skills.

Troubleshooting and repairing

all types of Printer s Inkjet,

Laser jet, Desk Jet, MFP and

Dot matrix

2 years 2 years

18. Helpdesk

Support

Engineer

Any

Graduation

or Diploma

in

Engineering

Knowledge

on ticketing

tools and call

management

Shall handle Helpdesk calls,

Fault reporting, Trouble

Ticketing and related

enquiries

2 years 2 years

At least 30% of CVs including 1 to 7 to be submitted along with technical bid document. (this

shall include CVs of positions S.no. 1 to 7 in Clause no. 7.2). Balance CVs to be provided at

the time agreement signing.

7.3. Proposed Man power distribution

# Position Qty Location-I Location-II Location-III

a B A A

AP

SECT,

IGC

Other offices

in

Vijayawada/

Guntur/Othe

r locations

CMCO AP Bhavan,

New Delhi

1. Project Manager 1 1

2. Virtualization Admin 1 1

3. System & Storage 1 1



# Position Qty Location-I Location-II Location-III

a B A A

AP

SECT,

IGC

Other offices

in

Vijayawada/

Guntur/Othe

r locations

CMCO AP Bhavan,

New Delhi

Administrator

4. Security Administrator 1 1

5. Network Administrator 1 1

6. Antivirus admin 1 1

7. EMS Engineer 1 1

8. Desktop Admins 2 2

9. Facilitators (System

Administration)

4 4

10. Facilitators (Network

Administration)

7 5 2

11. eMail facilitators 2 2

12. Video Conference

Facilitator

3 3

13. CM Residence

engineer/Residence Call

Support

3 0 3

14. APSDC Monitoring

Facilitators

1 1

15. FM engineers 14 11 2 1

16. BMS engineers 3 3

17. Printer Engineer 1 1

18. Helpdesk Support

Engineer

2 2

Total 49 41 2 5 1

7.4. Shifts and Shift Timings

The bidder shall provide facility management services in two shifts (8 hours each) with one

additional General shift of 8 hours on all working days. Working days are 6 days in a week.

On Sundays and other public holidays except general shift remaining shifts need to be

followed

a. Morning Shift From 6.00 AM to 2.00 PM

b. Evening Shift From 2.00 PM to 10.00 PM

c. General shift From 10.00 AM to 7.00 PM

d. Night Shift From 10.00 PM to 6.00 AM

The service provider shall manage the leave/rotation spare resources as required. No

additional charges will be paid.



7.5. Manpower Deployment Plan

APSCAN WORKING DAY APSCAN Holiday

#

Morning

Shift

(6AM-

2PM)

General

Shift

(10AM-

7PM)

Evening

Shift

(2PM-

10PM)

Night

Shift

(10PM-

6AM)

Morning

Shift

(6AM-

2PM)

General

Shift

(10AM-

7PM)

Evening

Shift

(2PM-

10AM)

Night

Shift

(10AM-

6AM)

1. Project Manager 1

2. Virtualization

Admin

1

3. System & Storage

Administrator

1

4. Security

Administrator

1

5. Network

Administrator

1

6. Antivirus admin 1

7. EMS Engineer 1

8. Desktop Admins 2

9. Facilitators (System

Administration)

1 1 1 1 1 1 1

10. Facilitators

(Network

Administration)

2

(1 at

CMCO)

2 2

(1 at

CMCO)

1 1

1 (at

CMCO)

1 1

11. eMail /eOffice

facilitators

1 1

12. Video Conference

Facilitator

1 1 1

13. CM Residence

engineer/Residence

Call Support

1 1 1 1

14. APSDC Monitoring

Facilitators

1

15. FM engineers 1 12

(1 at AP

Bhavan)

1 1

16. BMS engineers 1 1 1 1 1 1

17. Printer Engineer 1

18. Helpdesk Support

Engineer

2

19. Total Man Power 49 Facilitator shall manage the holiday

shifts with back up Engineers, if

required)

7.6. Additional Requirements

The FM charges for only 49 resources as mentioned at Para7.3 will only be paid by ITE&C

Dept/APTS. Additional Manpower required for managing SLA and other activities for which

cost shall be included in AMC Cost. No additional cost shall be entertained in the financial

Form F-3 for the below mentioned requirements.

a. Maintaining the systems in the entire campus/blocks and other locations



b. Networking(cabling) / OFC work

c. Additional Back-up Engineers, if any for 24 x 7 support for the man power deployed

to manage leaves and holidays

d. The above is the minimum team specified is the mandatory resources as per RFP.

However, the Bidder may propose more number of Block engineers for AMC of

equipment to comply / maintain the SLA. The number of resources proposed in

technical bid shall be deployed.



8. Maintenance Services (MS)

8.1. Maintenance and Warranty

As the APSCAN includes both new systems as well as the systems already existing in the

departments, procured either through APTS or on their own, a unique maintenance policy

cannot be formulated at present. Hence the Comprehensive Maintenance Services have been

broken down into two categories as given below:

8.1.1. OEM Warranty

Maintenance Services for equipment with Parts warranty offered by the original supplier:

Servers, Storages, UPS for NOC, Core Switches, Core Routers, LLBs, Firewalls, and

Network equipment

8.1.2. Bidder Warranty

Maintenance Services for equipment not covered under Parts Warranty from Original

Supplier: Desktops, UPS for desktops and peripherals, backbone cabling, structured cabling,

OFC, racks, AIO Desktops, Printers, Scanners, Air Conditioners (ACs), BMS (Civil &

Electrical), Precision Air Conditioners (PACs) and other Peripherals

8.2. Warranty of IT & Non-IT Equipment

a. The items mentioned in the Annexure-1 requires OEM warranty and the bidder shall

provide the OEM warranty as requested in the Form F-2.1.1and Form-F-2.3.1 for the

period mentioned. The bidder is required to provide OEM comprehensive on-site back to

back warranty & OEM technical support for all the equipment mentioned. During the

OEM warranty period, the bidder shall not quote any AMC charges for maintenance.

b. The bidder is required to provide the comprehensive on-site maintenance with part

replacement. This may be provided from bidder for a period of 2 years from the date of

signing of the contract as requested in the Form F-2.2.1, F-2.2.2 and F-2.4.1. It is

clarified that the bidder is required to provide the Comprehensive Onsite Maintenance

with back to back arrangement for part replacement for all the hardware mentioned to

ensure quality services.

c. APTS shall promptly notify the Bidder about any claims arising under this warranty.

Upon receipt of such notice, the bidder shall repair/replace/reconfigure/re-provision the

defective equipment or service. Upon failure, APTS may proceed to take such remedial

action as may be necessary at the Bidder’s risk and expense and without prejudice to any

other rights, which APTS may have against the Bidder under the contract.

8.3. Runtime

8.3.1. Servers System (Server Farm, NOC and BMS):

The run time for APSCAN Server farm and NOC equipment including BMS is 24 hrs x 365

days.



8.3.2. Desktops and peripherals:

The run time for the desktops and peripherals will be from 9.00 AM to 8.00 PM on all

Working days and from 10-00 AM to 4-00 PM on all holidays.

8.4. Down Time

Down Time is defined as the time for which the systems and or services running on it are said

to be not available or are deemed to be not available to the users in part or full due to any

nonfunctioning, repairs / problems etc. The penalty will be counted from the time problem is

reported to Facilitator electronically or by other means till problem is solved / rectified to the

satisfaction of user. Penalty shall be applicable once the admissible down time is crossed. The

admissible down time is as follows:

8.4.1. Maximum Admissible Downtime

a. Servers System - Maximum 12 hours calculated over a period of Three months

b. Clients and Peripherals - Maximum 20 office hours calculated over a period of

Three months

* Note: i. Maximum down time in a day will be equal to run time even if machine is down for

24 hrs. i.e. if Desktop is down from 9 am to 9 am (next day) the total down time will be 10 hrs. (9 AM to 7 PM) and not 24 hrs.

ii. In case of intermittent failures and repetitive problems due to improper diagnosis or repair, the system, will be treated as continuously down from the time of first fault reporting.

iii. Deemed down: A system although up but is not able to deliver services because of non- availability of connected system. For example, if switch is down, all PCs& Network devices connected to it will also be deemed as down.

8.5. Upgrade of Technology

The Facilitator should constantly keep inform the ITE&C Department / APTS about the technological updates for improving the service performance.

8.6. Replacement of UPS Batteries

a. At the time of handing / taking over of the UPS/Power backup equipment to be

verified on functionality status, health of the battery and to be certified by the

Existing and new FM & MS service provider. If any UPS batteries are found as

faulty the same may be replaced by service provider selected for providing “Facility

Management and Maintenance Services” for AP SCAN Project.

b. APTS/ITE&C Department will bear the cost of procuring the required number of

batteries through Rate contract basis. As and when the request received from service

provider for replacement of the batteries, APTS will place the RC order to vendor

for supply the batteries and the FM & MS provider to coordinate with vendor for

supply and installation of batteries and provide installation certificate in consultation

with the nodal officer of the concerned.



c. It is further agreed that, the FM & MS service provider to inform APTS/ITE&C

dept. at least one month in advance for replacement of such identified batteries

8.7. Anti-Virus Securities

It is the responsibility of facilitator to guard the systems against virus infections using the

latest anti-virus tools made available. Downtime due to virus, spam, spyware is attributable to

facilitator. The necessary licenses will be provided by GoAP.

8.8. Maintenance Call Record:

At Network Operations Centre (NOC), record will be kept about equipment failure including

the nature of failure, date and time of booking of the complaint. When the equipment comes

up, it would be recorded and signed by the service engineer of Operator and Department

representative. Format for keeping this record will be as per the Annexure-2. The Operator

has to install application software, for call registration, monitoring and calculation of

downtime of each call/system and for generation of necessary periodic up time/down time

reports.

8.9. Coordination

Facilitator shall co-ordinate with other vendor(s) for replacement of any defective item for the equipment which are under parts warranty. Facilitator shall co-ordinate with the suppliers of data center and switches which are under warranty. However, it is the duty of Facilitator to ensure required uptime.

8.10. Electrical Maintenance Facilitator shall deploy BMS team to ensure uninterrupted services for the scope mentioned above during the contract period. Facilitator shall ensure that the systems shall not be down due to electrical related problems as long as the power is available at the socket in the Room. The down time due to this reason will be to the account of Facilitator.

8.11. Obsolescence

If the systems/spares are not serviceable due to obsolescence of equipment, the same would

be upgraded to state-of-the-art systems/spares at mutually agreed cost to the customer's

account, as per prevailing market rate, after taking approval from ITE&C Department /

APTS. The Facilitator will furnish the list of such items after an inventory of the equipment is

taken.

8.12. Other details

It is the responsibility of the facilitator to maintain and monitor the application software for

monitoring of the following services.

a. Server Management Software

b. Network Management Software

c. Backup Management Software



d. Helpdesk Management Software

e. The bidder is responsible for the maintenance of CA suite

f. CA Service Desk shall be used as call logging software

g. Anti-virus Management Software

h. e-mail Admin console management

i. BMS Management software

j. Asset management software

8.13. Access to the Equipment and Information

a. The Department shall give Facilitator required access to the equipment to enable

maintenance services.

b. The Facilitator shall submit the list of authorized personnel being deployed and

issue them individual Photo Identity cards approved by the Department.

c. The Department shall ensure compliance of the technical instructions and

guidelines suggested by the Facilitator for the proper running of the systems by

the operational staff of department subject to the condition that it does not

hamper work in any way.

d. Confidentiality of information: The facilitator and its staff shall maintain strict

confidentiality of information. No part of information can be disclosed to any

party in any form during the contract period or thereafter. The incidental

disclosure of information to facilitator and its staff is just for carrying out the job

assigned and no more. Any violation or attempt of violation may lead to legal

action under appropriate law.



9. Contract Execution

9.1. On-site Engineers:

a. On-site Engineers: - Facilitator shall position required number of On-site engineer(s)

for maintaining the systems as per RFP. These engineers are in addition to the FM

personnel as per RFP requirement. No payment will be made for On-site engineers.

b. Facility Management Services engineers: The facilitator should deploy manpower as

per manpower deployment plan as per requirement of ITE&C Dept., during the

contract period.

c. Taking over of additional equipment for maintenance: Any equipment added under

APSCAN for maintenance shall be taken up for maintenance with immediate effect,

but for the purpose of payments it will be deemed to have been added from the

1stday of next month on Pro-rata basis. Similarly, any deletion of equipment from

APSCAN will be deemed to have been deleted from 1stday of next month on Pro-

rata basis.

d. The equipment handed over on completion of contract: The equipment shall be

handed over back to the Department by Facilitator after the contract period, in good

working condition.

e. Review - Periodical reviews will be taken by APTS/ ITE&C Department from time

to time



10. Pre-qualifications of the tenders

The bidder shall possess the following minimum qualifications:

S.No Pre-Qualification Criteria Supporting Documents

1. The Bidder should be a Company registered under the Indian

Companies Act and shall be in the business IT/ ITES for the

last three financial years as on 31st March 2019.

Necessary proof

documents to be

submitted / uploaded

2. The bidder shall be in IT&ITES business for the last 3 years

and shall have at least 2 years of experience as on bid calling

date in all of the following areas in India:

• Maintenance of servers, Storage, Backup, Archival,

Virtualization and cloud

• Maintenance of computer systems and peripherals like

laser/desk jet/ink tank printers

• Maintenance of networking devices like I/Os, hubs,

switches, routers, enterprise network equipment & network

cabling etc.

• Maintenance of system software such as Windows

OS/RHEL, Antivirus, Office suite, NMS and EMS etc.

• Maintenance of RDBMS such as Oracle/SQL Databases.

• Help Desk Management & Multi-vendor hardware

management.

• Maintenance of BMS and UPS

• Experience in providing the “services” defined in the scope

of this tender or equivalent.

Necessary proof

documents to be


3. The bidder shall have annual turnover of at least Rs.7.00

crores in IT & ITES business in each of the last Three (3)

financial years in 2016-17, 2017-18 and 2018-19.

(Necessary Chartered

Accountant certificate as

proof of turnover to be

submitted/ uploaded)

4. The bidder shall have positive net worth in the last three

financial years i.e. 2016-17, 2017-18 and 2018-19

(Necessary Chartered

Accountant certificate as

proof of turnover to be

submitted/ uploaded)

5. The bidder shall have the executed project(s) of similar

nature / FM &AMC for large WAN/LAN /Network Projects

in each of the last Three (3) financial years in 2016-17, 2017-

18 and 2018-19

• Rs.4.00 crores with Single project or

• Rs.2.50 crores with Two projects or

• Rs.1.75 Crores with Three projects

Necessary proof

documents to be


6. Bidder should have experience in maintaining at least one

site/one client in a single agreement/ contract having

minimum 1500 PCs or Higher in at least two (2) financial

years in 2016-17, 2017-18 and 2018 -19.

Necessary proof

documents to be


7. Bidder should have at least 200 engineers on their roles as on

bid calling date, proof for the same shall be enclosed in PQ

bid

Necessary proof

documents to be


8. The bidder should submit the Manufacturer’s Authorization Necessary proof



Form (MAF) for OEM Warranty Equipment, as per Form-

P5 , specific to this tender issued by OEM authorizing the

bidder to submit the bid for tendering which is deemed as

an agreement in between the bidder and OEM for the

support and spares till the AMC period.

documents to be


9. The bidder should have registered H.O / Branch Office (B.O)

in the state of Andhra Pradesh (AP) and running for the last

one year as on bid calling date. The Bidder operating outside

AP shall submit an undertaking to establish office, within 3

months of award of contract, in any one of the 13 districts in

the new State of Andhra Pradesh and billing should be done

from AP only

Necessary proof

documents to be


10. Bidder should give a Declaration that the Bidder has not been

debarred/ blacklisted as on bid calling date by any Central or

State Govt. / Quasi –Govt. Departments or organizations for

non-satisfactory past performance, corrupt, fraudulent or any

other unethical business practices. The bidder does not have

any legal disputes with ITE&C or associated depts. including

APTS at the time of bidding.

Necessary proof

documents to be


Note: Relevant proof documents in support of above should be furnished along with Pre-

qualification bid



11. Statement of important limits and values

No. Item Description

1. EMD (DD/BC/BG) Rs. 10 lakhs in favour of MD,APTS

2. EMD validity

Period

a) EMD (DD/BC/BG) should be valid for a period of three

months from the date of issue of pre-bid minutes / latest

corrigendum / addendum whichever is latest. BG Should be

valid for 45 days beyond bid validity period.

Note-a) EMD Particulars to be furnished in the Annexure-EMD

and DD/BC/BG from Nationalized / Scheduled / RBI approved

private scheduled banks, taken from Vijayawada branch only.

b) DD/BC/BG from Cooperative banks are not acceptable

3. Bid validity period 90 days from the date of opening of bids

4. Period for signing

contract

Within 10 days from date of receipt of notification of

award

5. Contract Period: 2 years from the date of agreement.

The ITE&C Dept / APTS may extend the contract period

by another 6 months if required, at the end of the contract

6. Variation in

quantities For AMC Variation in quantities - +/- 25% For FMS: IT&C department/APTS may take additional

man power as per the quoted cost of the facilitators for

these projects or other projects in AP during the contract

period.

7. Period for

furnishing

performance

security

Within 7 days from data of receipt of notification of award

8. Performance

security value

10 % of project cost for entire contract period

9. Performance

security validity

period

60 days beyond contract period.

10. Payment terms Quarterly at the end of each quarter

11. Penalty 1. Beyond permissible down time, 0.50% of quarterly

maintenance charges per hour or part thereof for the

machine which is down or deemed down subject to a

maximum of 100% of quarterly maintenance charges, for

the machine which is down or deemed down.

2. If facilitator fails to carryout preventive

maintenance during the Qtr, 50 % of QMC for that

machine shall be levied as penalty.

3. Proportionate daily amount shall be deducted for each

day absence of facility management services staff.

12. Conditional bids Not accepted, liable for rejection of bid

13. Eligibility Criteria As per pre-qualification criteria specified in the RFP

14. Transaction Fee Transaction fee: All the participating bidders who submit the

bids have to pay an amount @ 0.03% of their final bid value



online with a cap of Rs. 10,000/- for quoted value of purchase

up to Rs.50 crores and Rs.25000/- if the purchase value is above

Rs.50 crores & service tax applicable as levied by Govt. of India

on transaction fee through online in favour of MD, APTS. The

amount payable to APTS is non-refundable.

Nonrefundable Corpus Fund: Successful bidder has to pay an

amount of 0.04% on quoted value through demand draft in

favour of Managing Director, APTS towards corpus fund at the

time of concluding agreement.

15. Transaction Fee

Payable to

The Managing Director, A.P. Technology Services Ltd.,

Vijayawada

16. Bid submission On Line. Bidders are requested to submit the bids after issue of

minutes of the pre bid meeting duly considering the changes

made if any, during the pre-bid meeting. Bidders are totally

responsible for incorporating/complying the

changes/amendments issued if any during pre-bid meeting in

their bid.

17. Procedure for Bid

Submission

Bids shall be submitted online on

https://tender.apeprocurement.gov.in platform

1. The participating bidders in the tender should register

themselves free of cost on e-procurement platform in the

website https://tender.apeprocurement.gov.in.

2. Bidders can log-in to e-procurement platform in Secure mode

only by signing with the Digital certificates.

3. The bidders who are desirous of participating in e-

procurement shall submit their technical bids, price bids as per

the standard formats available at the e-market place.

4. The bidders should scan and upload the respective documents

in Pre-Qualification and Technical bid documentation as

detailed at Section E & G of the RFP including EMD. The

bidders shall sign on all the statements, documents certificates

uploaded by them, owning responsibility for their

correctness/authenticity.

5. The rates should be quoted in online only

18. Other conditions 1.After uploading the documents, the copies of the uploaded

statements, certificates, documents, original Demand Drafts in

respect of Bid Security (except the Price bid/offer/break-up of

taxes) are to be submitted by the bidder to the O/o The

Managing Director, APTS, R&B Building, Vijayawada before

opening financial bids/as and when required.

Failure to furnish any of the uploaded documents, certificates,

will entitled in rejection of the bid. The APTS shall not hold any

risk on account of postal delay. Similarly, if any of the

certificates, documents, etc., furnished by the Bidder are found

to be false / fabricated / bogus, the bidder will be disqualified,

blacklisted, action will be initiated as deemed fit and the Bid

Security will be forfeited.

2. APTS will not hold any risk and responsibility regulating



non-visibility of the scanned and uploaded documents.

3. The Documents that are uploaded online on e-market place

will only be considered for Bid Evaluation.

4. Important Notice to Contractors, Suppliers and Department

users

(i)In the endeavor to bring total automation of processes in e-

Procurement, the Govt. has issued orders vide G.O.Ms.No. 13

dated. 5.7.2006 permitting integration of electronic Payment

Gateway of ICICI/HDFC/Axis Banks with e-Procurement

platform, which provides a facility to participating suppliers /

contractors to electronically pay the transaction fee online using

their credit cards.



12. Handing Over of Equipment

1. On the date of signing, the agreement, the bidder should keep ready the approved

inventory with the purchase value indicated there on, which will be the basis for

calculation of MS charges.

2. From the date of signing the agreement, the Facilitator should take over the MS of all

the systems and extend the FMS.

3. The Department will provide access to the inventory of all locations from the date of

agreement.

4. The Facilitator should position the Engineers with requisite qualification as agreed for

MS and for Facility Management Services separately from the date of signing the

agreement.

5. The Facilitator should maintain the following physical Registers at NOC.

a. Attendance Register for FMS staff

b. Call Maintenance Register

c. Spare Parts Register

d. Asset Register

6. Any other Register as prescribed by the Department or its representatives.

7. The Service provider has to supply & install a fingerprint Biometric device for

monitoring the attendance of the FM personnel using the attendance monitoring

software installed on the desktop provided by the ITE&C Dept.

8. The work being done by the Facilitator will be inspected by the representative of

ITE&C Department/ APTS.

9. The Facilitator should generate necessary MIS reports on maintenance & FMS from

time to time as required by the Department.

10. Any additional LAN/ electrical cabling/works for computer systems should be taken

up by the service provider as per latest APTS rates. Alternatively, APTS will provide

the vendor with martial and the facilitator should coordinate with the Vendor.



13. Bidding procedure 13.1. Bid submission

Offers should be made in three parts namely, “Pre-qualification bid”, “Technical bid” and

“Financial bid” and in the format given in bid document. Each offer should be placed in a

separate envelope super scribed “Pre-qualification bid”, "Technical bid" and "Financial bid",

as the case may be, followed by the title mentioned above against " tender call:" 1. EMD should be enclosed in the “Pre-qualification bid” envelope.

2. Name of the vendor and contact address should also be written on the envelope.

3. Tenders will be accepted only from those who have received/ purchased bid

document from APTS.

4. All correspondence should be with APTS contact person.

5. A complete set of bidding documents may be obtained by interested bidders from

the APTS contact person upon payment of the bid document price which is non-

refundable. Payment of bid document price should be by demand draft / cashier's

cheque or certified cheque drawn in favor of "The Managing Director, Andhra

Pradesh Technology Services Ltd." and payable at Vijayawada (India). The

document can be picked up by courier designated by the interested bidder.

13.2. Pre-qualification bid

It shall include the following information about the firm and/or its proposal.

1. General information on the bidder’s company (Form P-1)

2. Turn over details in relevant field (Form P-2)

3. List of major customers in support of turnover (Form P-3)

4. Declaration regarding clean track record (FormP4)Bid letter form

5. Other bid forms, if any as mentioned in the Tender document

13.3. Technical Bid

1. Compliance Statement (Form T-1)

2. Details of Manpower proposed for the project (Form T-2).

3. Un-priced bill of material (FormT-3)

4. Technical Details -Bidder’s Format (Form T-4)

13.4. Financial bid

The financial bid should provide cost calculations corresponding to unit price of each in the

following financial forms. (through online www.apeprocurement.gov.in or

tender.apeprocurement.gov.in)

1. Total Charges Form F-1

2. AMC Charges Form F-2

3. Manpower charges - Form F-3

4. Summary of AMC Charges under OEM Warranty - Form F-2.1

5. OEM Warranty (Hardware-IT)- Form F-2.1.1

6. Summary of AMC Charges under Bidder Warranty - Form F-2.2

7. Bidder Warranty (Hardware-IT)- Form F-2.2.1

8. Bidder Warranty (Hardware-Non-IT)- Form F-2.2.2



9. Summary of AMC Charges under OEM Warranty for APCRDA Equipment -

Form F-2.3

10. OEM Warranty (Hardware-IT) for the list of APCRDA Equipment – Form F-

2.3.1

11. Summary of AMC Charges under Bidder Warranty – Form F-2.4

12. Bidder Warranty (Hardware-IT) for the list of APCRDA Equipment – Form F-

2.4.1

13.5. Pre-bid Meeting

All those bidders who had purchased bid document can participate in the meeting to seek

clarifications on the bid, if any.

13.6. Bid evaluation procedure

Bids would be evaluated for entire Schedule. Bidders should offer prices for all the items of

Schedule and for the full quantity of an item of Schedule failing which such bid will not be

considered. Technical bid documentation should be in the prescribed format. If a vendor has

any comment to offer about the procedural aspects of this tender, it should be intimated to

APTS during the pre-bid meeting. In case the schedule or procedure of tender processing is

revised, the same shall be communicated by telephone, fax, and courier as the case may be to

all vendors who have purchased the bid document.

13.7. Opening of bids

Immediately after the closing time, the APTS contact person shall open the pre-qualification

bid, and list them for further evaluation. The ‘technical bid’ covers and ‘financial bid’ covers

shall be listed and put into a box sealed according to APTS procedure. The sealed box of

technical bids and financial bids shall be in custody of a designated officer for opening after

evaluation of pre-qualification bids. The Technical bids of only those bidders who qualify in

the pre-qualification bid will be opened. After evaluation of technical bids, the financial bids

of only those bidders who qualify in technical evaluation will be opened. Any participating

vendor may depute a representative to witness these processes.

13.8. EMD Validity

The EMD will be scrutinized first for the amount and validity period. The bids submitted with

required EMD amount and validity only be considered for the evaluation. The bids submitted with

insufficient EMD amount/validity will be treated as disqualified bids and those bids will not be

considered for further evaluation.

13.9. Pre-qualification bid documentation

The Pre-qualification bid documentation shall be evaluated in two sub-steps. Firstly, the

documentation furnished by the vendor shall be examined prima facie to see if the technical

skill base and financial capacity and other vendor attributes claimed therein are consistent

with the needs of this project. In the second step, APTS may ask vendor(s) for additional

information, visit to vendors site and/or arrange discussions with their professional, technical

faculties to verify claims made in Pre-qualification bid documentation.



13.10. Technical bid documentation

Technical bid documentation shall be evaluated in two sub-steps. Firstly, the documentation

furnished by the vendor shall be examined prima facie to see if the product /services offered,

technical skill base and financial capacity and other vendor attributes claimed therein are

consistent with the needs of this project. In the second step, APTS may ask vendor(s) for

additional information, visit to vendors site and/or arrange discussions with their

professional, technical faculties to verify claims made in technical bid documentation.

13.11. Financial bid

Final choice of firm to execute the project shall be made on the basis of conformity to

technical requirements, appropriateness of the services offered, capability of bidder to

execute and service the project and appropriateness of financial offer from the point of view

of cost-effectiveness over the entire contract period for the product/services.

Managing Director, APTS



14. General instructions to bidders

In this context, the following terms shall be interpreted as indicated. Terms defined in general

instructions to bidders’ section shall have the same meaning.

14.1. Definitions

a. Tender call or invitation for bids, means the detailed notification seeking a set

of solution(s), service(s), materials or any combination of them.

b. Two-part bid means the pre-qualification/technical bid and financial bids put in

separate covers and their evaluation is sequential.

c. “Contract" means the agreement entered into between the APTS and the vendor,

as recorded in the contract form signed by the parties, including all attachments

and appendices thereto and all documents incorporated by reference therein;

d. “Contract price" means the price payable to the vendor under the contract for

the full and proper performance of its contractual obligations;

e. "Incidental services" means those services ancillary to the supply of the goods

and services, such as transportation and insurance, and any other incidental

services, such as installation, commissioning, provision of technical assistance,

training and other such obligations of the vendor covered under the contract;

f. “GCC” means the general conditions of contract contained in this section.

g. “SCC” means the special conditions of contract if any.

h. "APTS" means the Andhra Pradesh technology Services Ltd.

i. “GST” means Goods and Service Tax

j. “Purchaser/ User” means ultimate recipient of goods and services

k. “Project site”, where applicable, means the place(s) where goods/services are to

be made available to user.

l. “Day” means calendar day.

m. “Specification” means the functional and technical specifications or statement of

work, as the case may be.

n. Firm means a company, authority, cooperative or any other organization

incorporated under appropriate statute as is applicable in the country of

incorporation.

o. Bidder means any firm offering the solution(s), service(s) and/or materials

required in the tender call. The word vendor when used in the pre award period

shall be synonymous with bidder and when used after award of the contract shall

mean the successful bidder with whom APTS signs the contract for rendering of

goods and services.

p. Pre- qualification and Technical bid means that part of the offer that provides

information to facilitate assessment, by APTS, professional, technical and

financial standing of the bidder, conformity to specifications etc.

q. Financial bid means that part of the offer that provides price schedule, total

project costs etc.

r. Three-part bid means the pre-qualification bid, technical and financial bids are

put in separate covers and their evaluation is sequential.

s. Composite bid means a bid in which the technical and financial parts are

combined into one format but their evaluation is sequential.

t. Goods and services mean the solution(s), service(s), materials or a combination

of them in the context of the tender call and specifications.

u. The word goods when used singly shall mean the hardware, firmware component



of the goods and services.

v. The word manufacture when used in the context of services shall mean

“performance” and in case of solution(s) shall mean “worked out”, “developed”

or “executed” depending on context.

w. Government: “Government” means Government of Andhra Pradesh, represented

by Secretary to Govt., Information Technology Electronics & Communications

Department in the scope of this tender document.

x. Facilitator: “Facilitator” means the successful vender to whom job will be

awarded for total maintenance and management of APSCAN.

y. Inventory: "Inventory" means all the systems, peripherals & Network equipment

existing at the AP Secretariat Campus Network and accepted by the facilitator

and ITE&C Department /APTS and similar further additions if any in future.

14.2. General eligibility

a. This invitation for bids is open to all firms both from within and outside India,

who are eligible to do business in India under relevant Indian laws as is in force at

the time of bidding subject to Pre qualifications.

b. Bidders marked/considered by APTS to be ineligible to participate for non-

satisfactory past performance, corrupt, fraudulent or any other unethical business

practices shall not be eligible.

c. Breach of any instructions of bidding or contract with APTS or any of its user

organizations in past or in this case may make a firm ineligible to participate in

bidding process.

14.3. Bid forms

a. Wherever a specific form is prescribed in the bid document, the bidder shall use

the form to provide relevant information. If the form does not provide space for

any required information, space at the end of the form or additional sheets shall

be used to convey the said information.

b. For all other cases the bidder shall design a form to hold the required information.

14.4. Cost of bidding

a. The bidder shall bear all costs associated with the preparation and submission of

its bid, and APTS will in no case be responsible for those costs, regardless of the

conduct or outcome of the bidding process.

b. Bidder is expected to examine all instructions, forms, terms, and specifications in

the bidding documents. Failure to furnish all information required by the bidding

documents or to submit a bid not substantially responsive to the bidding

documents in every respect will be at the bidder’s risk and may result in the

rejection of its bid.

14.5. Clarification of bidding documents

a. A prospective vendor requiring any clarification of the bidding documents may

notify APTS contact person. Written copies of the APTS response (including an

explanation of the query but without identifying the source of inquiry) will be

sent to all prospective bidders that have received the bidding documents.



b. The concerned person of APTS will respond to any request for clarification of

bidding documents which it receives no later than bid clarification date

mentioned in the notice prior to deadline for submission of bids prescribed in the

tender notice. No clarification from any bidder shall be entertained after the close

of date and time for seeking clarification mentioned in tender call notice. It is

further clarified that APTS shall not entertain any correspondence regarding delay

or non-receipt of clarification by bidder.

14.6. Amendment of bidding documents

a. At any time prior to the deadline for submission of bids, APTS, for any reason,

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

prospective bidder, may modify the bidding documents by amendment.

b. All prospective bidders those have received the bidding documents will be

notified of the amendment and such modification will be binding on all bidders.

c. In order to allow prospective bidders reasonable time in which to take the

amendment into account in preparing their bids, the APTS, at its discretion, may

extend the deadline for the submission of bids.

14.7. Period of validity of bids

a. Bids shall remain valid for the days or duration specified in the bid document,

after the date of bid opening prescribed by APTS. A bid valid for a shorter period

shall be rejected as non-responsive.

b. In exceptional circumstances, the APTS may solicit the bidders' consent to

c. An extension of the period of validity. The request and the responses thereto shall

be made in writing. The bid security shall also be suitably extended. A bidder

granting the request will not be permitted to modify its bid.

14.8. Submission of bids

The bidders shall submit all the bids i.e., Pre-Qualification, Technical and Financial Bids on

e-Procurement website (www.apeprocurement.gov.in) only

14.9. Deadline for submission of bids

a. Bids must be submitted onhttps://tender.apeprocurement.gov.in website not later than the

bid submission date and time specified in the tender call notice.

b. The APTS may, at its discretion, extend this deadline for the submission of bids

by amending the tender call, in which case all rights and obligations of the APTS

and bidders previously subject to the deadline will thereafter be subject to the

deadline as extended.

14.10. Late bids

Any bid not received by the APTS contact person by the deadline for submission of bids will

be rejected and returned unopened to the bidder.



14.11. Modification and withdrawal of bids

a. The bidder may modify or withdraw its bid after the bid's submission, provided

that written notice of the modification including substitution or withdrawal of the

bids is received by the APTS prior to the deadline prescribed for submission of

bids.

b. The bidder's modification or withdrawal notice shall be prepared, sealed, marked

and dispatched in a manner similar to the original bid.

c. No bid can be modified subsequent to the deadline for submission of bids.

d. No bid can be withdrawn in the interval between the deadline for submission of

bids and the expiration of the period of bid validity. Withdrawal of a bid during

this interval may result in the forfeiture of its bid security (EMD).

14.12. Preparation of Pre-qualification bid

It shall contain of the following parts:

a. General business information

b. Turnover details

c. Major clients’ details

d. Bid security (EMD)

14.13. General business information:

The bidder shall furnish general business information to facilitate assessment of its

professional, technical and commercial capacity and reputation.

14.14. Bid security i.e. earnest money deposit (EMD)

a. The bidder shall furnish, as part of its bid, a bid security for the amount specified

in the tender call notice.

b. The bid security is required by APTS to:

i. assure bidder's continued interest till award of contract and

ii. Conduct in accordance with bid conditions during the bid evaluation process.

c. The bid security shall be in Indian rupees and shall be a bank guarantee, or an

irrevocable letter of credit or cashier’s certified check, issued by a reputable bank

scheduled in India and having at least one branch office in Vijayawada.

d. Unsuccessful bidder's bid security will be discharged or returned as promptly as

possible but not later than thirty (30) days after the expiration of the period of bid

validity prescribed by APTS.

e. The successful bidder's bid security will be discharged upon the bidder signing

the contract, and furnishing the performance security,

f. The bid security may be forfeited:

i. if a bidder withdraws its bid during the period of bid validity or

ii. in the case of a successful bidder, if the bidder fails:

A. To sign the contract in time; (or)

B. To furnish performance security.



14.15. Preparation of technical bid

It shall consist the following parts.

a. Acceptance / Deviation statement

b. Statement of technical staff.

c. Plan and methodology for execution of project.

14.16. Preparation of financial bid

a. Overview of financial bid

The financial bid should provide cost calculations corresponding to each component

of the project.

b. Bid prices

i. The bidder shall indicate the unit prices (where applicable) and the total bid

price of the goods/services it proposes to supply under the contract.

ii. The bidder shall indicate Basic Prices and taxes, duties etc. separately (if

required) in the form prescribed.

iii. Bidder’s separation of price components will be solely for the purpose of

facilitating the comparison of bids by APTS and will not in any way limit the

purchaser’s right to contract on any of the terms offered.

iv. Prices quoted by the bidder shall be fixed during the bidder’s performance of

the contract and not subject to variation on any account unless otherwise

specified in the tender call. A bid submitted with an adjustable price quotation

will be treated as nonresponsive and will be rejected.

c. Bid currency:

Prices shall be quoted in Indian rupees (INR).



15. Standard procedure for opening and evaluation of bids

15.1. Outline of bid evaluation procedure:

a. The bid opening and evaluation process will be sequential in nature. Means that

bidder must qualify a particular stage to be eligible for next stage. Immediately

after the closing time, the APTS contact person shall open the Pre-qualification

bids and list them for further evaluation. The Technical and financial bid covers

shall be listed and put into a bag to be sealed according to APTS procedure. The

sealed bag of technical and financial bids shall be in custody of a designated

officer for opening after evaluation of Pre-qualification bids. Thereafter,

Technical bids of qualified bidders will be opened, keeping financial bid in sealed

bag. Finally, financial bids of those bidders will be opened who are short listed in

technical evaluation.

b. In case of composite bid - technical and financial bids combined together, first

technical evaluation will be done followed by financial evaluation of only those

bids which have qualified in technical evaluation.

c. Any participating vendor may depute a representative to witness these processes.

d. The standard procedure, described here will stand appropriately modified, in view

of special procedures of bid evaluation as mentioned in tender call or elsewhere

in this bid document or APTS may deviate from these in specific circumstances if

it feels that such deviation are unavoidable, or will improve speed of processing

and consequent project execution.

15.2. Opening of bids

a. Bids will be opened on the e-Procurement web site at the scheduled time & date.

b. The bidders names, bid modifications or withdrawals, discounts, and the presence

or absence of requisite bid security and such other details as the APTS officer at

his/her discretion, may consider appropriate, will be announced at the opening.

No bid shall be rejected at bid opening, except for late bids, which shall be

returned unopened.

c. Bids that are not opened and read out at bid opening shall not be considered

further for evaluation, irrespective of the circumstances. Withdrawn bids will be

returned unopened to the bidders.

15.3. Clarification of bids:

During evaluation of the bids, APTS may, at its discretion, ask the bidder for clarification of

its bid.

15.4. Preliminary examination:

a. Preliminary scrutiny will be made to determine whether they are complete,

whether any computational errors have been made, whether required sureties

have been furnished, whether the documents have been properly signed, and

whether the bids are generally in order.

b. Arithmetical errors will be rectified on the following basis. If there is a

discrepancy between the unit price and the total price that is obtained by



multiplying the unit price and quantity, the unit price shall prevail and the total

price shall be corrected. If the vendor does not accept the correction of the errors,

its bid will be rejected and its bid security may be forfeited. If there is a

discrepancy between words and figures, the amount in words will prevail.

c. APTS may waive any minor informality, nonconformity or irregularity in a bid

which does not constitute a material deviation, provided such waiver does not

prejudice or affect the relative ranking of any bidder.

d. Prior to the detailed evaluation, APTS will determine the substantial

responsiveness of each bid to the bidding documents. For purposes of these

clauses, a substantially responsive bid is one which conforms to all the terms and

conditions of the bidding documents without material deviations.

e. If a bid is not substantially responsive, it will be rejected by the APTS and may

not subsequently be made responsive by the bidder by correction of the

nonconformity.

15.5. Evaluation of Pre-qualification bids:

Pre - qualification bid documentation shall be evaluated in two sub-steps.

a. Firstly, the documentation furnished by the vendor will be examined prima facie

to see if the technical skill base and financial capacity and other vendor attributes

claimed therein are consistent with the needs of this project.

b. In the second step, APTS may ask vendor(s) for additional information, visit to

vendors site and/or arrange discussions with their professional, technical faculties

to verify claims made in technical bid documentation.

15.6. Technical bid documentation:

Technical bid documentation shall be evaluated in two sub-steps.

a. Firstly, the documentation furnished by the vendor will be examined prima facie

to see if the offer made, technical skill base and financial capacity and other

vendor attributes claimed therein are consistent with the needs of this project.

b. In the second step, APTS may ask vendor(s) for additional information, visit to

vendors site and/or arrange discussions with their professional, technical faculties

to verify claims made in technical bid documentation.

c. As part of Technical bid, the bidders who qualify the pre-qualification criteria

would be invited for giving a technical presentation, which would be evaluated

by the Technical-cum-Purchase Committee.

The Financial bids of only those bidders who qualify in the Technical stage including technical

presentations would be opened.



The bidders have to be judged by certain technical parameters, as per the weightage given as

under:

# Details Max.

Marks

1. The bidder should have minimum 2 large Local/Campus Area Network

(LAN/CAN) O&M projects of above Rs. 2 crores each (Satisfactorily

maintaining during last 5 Financial years, contracts will be considered for

points award)

• For 3 or more in Govt. Sector/PSU/BFSI in India (10 Marks)

• For 2 Govt. Sector/PSU/BFSI in India (7 Marks)

• For 1 Govt. Sector/PSU/BFSI in India (5 Marks)

10

2. Experience in the Local/Campus Area Network (LAN/CAN) O&M projects

business for at least 3 Financial years as on bid calling date:

• Being in the above Business for more than last 4 or more Financial

years (10 Marks)

• Being in the above Business for the last 3 Financial years( 7 ) Marks)

• Being in the above Business for the last 2 Financial years(5 Marks)

• Being in the above Business for the less than 2 Financial years( 0

Marks)

10

3. Resource Profile: Bachelor of Engineering or it’s equivalent with minimum

of 3 years work experience involved in Server/Network/EMS/Mail/Client

Peripherals – List to be provided with their qualification (PF/ESI

documentary evidence to be submitted)

• ≥ 50& above Qualified & Experienced Engineers (10 Marks)

• ≥ 30 &< 50 Qualified & Experienced Engineers (7 Marks)

• ≥ 10 &< 30 Qualified & Experienced Engineers (5 Marks)

10

4. No of Desktops handled in one Local/Campus Area Network (LAN/CAN)

O&M project, (During any project in last 5Financial years contracts will be

considered for points award):

• At > 3000 or more Desktops (10 Marks)

• At > 1500 and ≤ 3000 locations (7Marks)

• At ≥ 1000 and ≤ 1500 locations (5 Marks)

10

5. Any Server/Network/EMS engineers with relevant certifications like

CCNA/MCITP/RHCE/VCP/CA etc (List to be provided along with relevant

certificate)

• ≥ 20Certified Engineers (10 Marks)

• ≥10 &<20Certified Engineers (5 Marks)

10

6. The bidder should have minimum average annual turnover (Rs in Crore) for

Last 3 financial years in IT&ITES business

• > 200 (10 Marks)

• > 100 and ≤ 200(8 Marks)

• ≥ 50 and ≤ 100 (7 Marks)

• less than 50 (5 Marks)

10

7. Presentation on Project Management, bidder’s capability in terms of

backend technical resources to support on-site resources and bidder’s

Coordination/Communication with Stakeholders, Methodology &

maintenance of LAN/CAN projects, Operations & Escalation Management,

Migration strategy from existing service provider and Exit management,

40



# Details Max.

Marks

Quality Certification for Organization (Maximum: 40 Marks)

A bidder has to score 70% marks to qualify in the Technical Stage. Necessary documents to

be submitted under Form T-4 (Bidder Format) along with Technical Bids

15.7. Evaluation of financial bids

Financial bids of those vendors who satisfy all phases of the pre-qualification and technical

bid and corresponding to chosen technical bid choices will only be opened. All other

financial bids will be ignored. APTS will assess the nature of financial offers and may pursue

any or all of the options mentioned under financial bid.

The cost evaluation will be done for 2 years cost from 01-07-2020 to 30-06-2022 for FMS&

MS considering the following components:

1. Total FMS value for 2 years.

2. Total OEM warranty value of items in Annexure-1 requested in Form F-2.1.1 and

F-2.3.1for 2 years.

3. Total Bidder warranty value of items requested in Form F-2.2.1, F-2.2.2 and F-

2.4.1 for 2 years

15.8. Evaluation and comparison of financial bids

1. Evaluation of financial bids will exclude and not take into account any offer not

asked for or not relevant to the present requirements of user.

2. Evaluation of financial bid will take into account, in addition to the basic bid

price, one or more of the following factors

i. The financial bid will be evaluated on L1 basis. The total cost will be computed

= AMC charges + Manpower charges

ii. The projected costs for the entire contract period;

iii. Past track record of bidder in supply/ services and

iv. Any other specific criteria indicated in the tender call and/or in the

specifications.

15.9. Reverse Auction:

APTS will schedule the reverse auction as per the date and time published on the website of

eProcurement. Online Reverse Auction process is:

1. Only the technically qualified bidder’s financial bids will be opened. Whose financial

bids were opened, only be permitted to participate in the reverse auction. The date and

time of reverse auction will be communicated to eligible bidders.

2. The amount quoted by each Bidder for Annual Maintenance (AMC) of equipment and

Facility Management (FM) Services component will be included for overall evaluation to

arrive ‘L1’ bidder. The AMC and FM ratio will be arrived from the online bid. This

computed (arrived) ratio will be used to calculate breakup of base cost of the Equipment

AMC and FM breakup value after completion of the reverse auction, for the purpose of

awarding the contract.

3. Online Reverse auction will be conducted on the base price of the contract value.



4. The contract base price will be arrived from the online bid price. L1 bidder’s total bid

price is the tender inviting authorities’ base price.

5. In the online Reverse auction, bidder’s screen will have provision for decrement of price

on total bid value. In bidder’s screen the total price of his bid and the total lead price at

that instance will also be displayed.

6. For the purpose of Reverse Auction, the minimum bid decrement will be Rs.10,000/-

7. Bidders can modify the prices based on the minimum bid decrement or the multiples

thereof, to displace a standing lowest bid and become “L1”, and this will continue as an

iterative process.

8. The reverse auction shall be conducted for minimum 3 Hours. Subsequently auto

increment of 15 minutes with every decrement that occurs within last 15 minutes. All

bidders are required to submit their online revised financials during this period.

9. After the completion of the online reverse auction, the Closing Price (Final L1 Price) and

the successful bidder shall be declared. The successful bidder has to upload the unit base

price close to the original Bid ratio.

10. The ‘successful bidder is the Lowest Bid (L1)’ value obtained after completion of the

reverse auction. Contract will be awarded to the successful bidder.

15.10. Contacting APTS

1. Bidder shall not approach APTS officers outside of office hours and / or outside

APTS office premises, from the time of the tender call notice to the time the

contract is awarded.

2. Any effort by a bidder to influence APTS officers in the decisions on bid

evaluation, bid comparison or contract award may result in rejection of the bidder's

offer and bidder may also marked as ineligible for future bids. If the bidder wishes

to bring additional information to the notice of the APTS, it should do so in writing.

15.11. Award criteria

Final choice of firm to execute this project shall be made on the basis of conformity to

technical requirements, appropriateness of the product/services offered, appropriateness of

financial offer from the point of view of cost-effectiveness, total cost of ownership over

entire contract period for the product/services and past track record of bidder.

15.12. APTS’ right to vary quantities at time of award

APTS reserves the right at the time of award to increase or decrease the quantity, as indicated

in tender call, from the quantity of goods and services originally specified in the specification

without any change in unit price or other terms and conditions.

15.13. APTS’ right to accept any bid and to reject any or all bids.

APTS reserves the right to accept or reject any bid, and to annual the bidding process and

reject all bids at any time prior to award of contract, without thereby incurring any liability to

the affected bidder(s) or any obligation to inform the affected bidder(s) of the grounds for

such decision.

15.14. Notification of award

1. Prior to expiration of the period of bid validity, APTS will notify the successful



bidder in writing, that its bid has been accepted.

2. Upon the successful bidder's furnishing of performance security, APTS will

promptly notify each unsuccessful bidder and will discharge its bid security.

15.15. Signing of contract

1. At the same time as the APTS notifies the successful bidder that its bid has been

accepted, the APTS will send the bidder the contract Form provided in the bidding

documents, incorporating all agreements between the parties.

2. On receipt of the Contract Form, the successful bidder shall sign and date the

contract and return it to the APTS.

15.16. Performance security

1. On receipt of notification of award from the APTS, the successful bidder shall

furnish the performance security in accordance with the conditions of contract, in

the performance security form provided in the bidding documents or in another

form acceptable to the APTS.

2. Failure of the successful bidder to sign the contract, proposed in this document and

as may be modified, elaborated or amended through the award letter, shall

constitute sufficient grounds for the annulment of the award and forfeiture of the

bid security, in which event the APTS may make the award to another bidder or call

for new bids.

15.17. Corrupt, fraudulent and unethical practices

1. “Corrupt practice” means the offering, giving, receiving or soliciting of anything of

value to influence the action of a public official in the process of contract execution

and

2. “fraudulent practice” means a misrepresentation of facts in order to influence a

procurement process or the execution of a contract to detriment of the purchaser,

and includes collusive practice among Bidders (prior to or after bid submission)

designed to establish bid prices at artificial non-competitive levels and to deprive

the Purchaser of the benefits of free and open competition:

3. “Unethical practice” means any activity on the part of bidder which tries to

circumvent tender process in any way. Unsolicited offering of discounts, reduction

in financial bid amount, upward revision of quality of goods etc after opening of

financial bids will be treated as unethical practice.

4. APTS will reject a proposal for award and also may debar the bidder for future

tenders in APTS, if it determines that the bidder has engaged in corrupt, fraudulent

or unethical practices in competing for, or in executing a contract.



16. General conditions of proposed contract (GCC)

16.1. Application

These general conditions shall apply to the extent that they are not superseded by provisions

of other parts of the contract.

16.2. Payments

1. The payment shall be made at the end of each quarter on quarterly basis after

receipt of invoice and on satisfactory completion of maintenance for each quarter,

subject to production of necessary certificate from the Officer authorized by the

Information Technology Electronics & Communications Dept., and after deducting

the down time penalty if any and other recoveries if any.

2. For the purpose of the convenience, quarters synchronize with the calendar quarter

will be followed for making payment due on 1st July, 1st October, 1st January and

1st April.

3. The payment authority is MD., APTS.

16.3. Call Registration and Completion

1. Facilitator will acknowledge each call with a unique call no. which is to be used for

reference in future.

2. Completion of calls will be certified by the user.

3. Facilitator will prepare the call service slip in triplicate. This will be signed by the

user. One copy will be given to the user, one copy will be furnished to the ITE& C

Department and the third copy will be retained by Facilitator. Call monitoring

software report supported by these documents will be used to work out downtime

for penalty calculations.

16.4. Other terms and conditions

1. The Facilitator shall comply with such directions as the user may issue from time to

time for the smooth working and in the furtherance of the overall objective.

2. The Facilitator shall be solely responsible for all acts of omission and commission

occasioned by his personnel in carrying out the terms of the agreement.

3. The Facilitator or his personnel shall not use or cause to be used, the data or

information provided to him or acquired by him during the process of providing

services for any purpose, whatsoever, except for, which is required to perform the

job as required in the agreement. Such data or information shall be surrendered to

the Department at the expiry of the agreement.

4. In case the Facilitator is not able to rectify any of the problems, it shall be

competent for the ITE&C Department or APTS to get the same rectified by the

manufacturer or any other suitable agency and recover 125% of the amount

incurred by the Department in the process, from the Facilitator by way of deduction

from the quarterly charges payable to the Facilitator or from Performance Security

or both.



16.5. Delays in the service provider’s performance

1. Delivery of the services shall be made by the Vendor in accordance with the service

quality specified by APTS in the bid document.

2. Any delay by the vendor in the performance of its obligations under the contract,

shall render the vendor liable to the imposition of liquidated damages at a rate as

indicated in bid document.

3. If at any time during performance of the Contract, the Vendor should encounter

conditions impending timely performance of services, the Vendor shall promptly

notify the APTS in writing of the fact of the delay, its likely duration and its

cause(s). As soon as practicable after receipt of the vendor's notice, APTS shall

evaluate the situation and may at its discretion extend the Vendor's time for

performance, with or without liquidated damages.

16.6. Liquidated damages

If the Vendor fails to perform any one or all the services within the time period(s) specified in

the Contract, the APTS shall, without prejudice to its other remedies under the Contract,

deduct from the amount payable to vendor or from performance/implementation guarantee or

from both as liquidated damages, a sum equivalent to, as per the terms indicated in the bid

document, until actual delivery or performance, subject to maximum limit. Once the

maximum is reached, the APTS may consider termination of the contract.

16.7. Implementation Guarantee / Performance Security

1. Within the number of days indicated in the bid document, from the date of issue of

letter of intent from APTS /user, Facilitator should submit Security deposit for an

amount indicated in the bid document (Statement of important limits/values)

2. The proceed of the performance security shall be payable to the APTS as

compensation for any loss resulting from the Facilitator's failure to complete its

obligations under the contract.

3. The performance security shall be denominated in Indian rupees or in a freely

convertible currency acceptable to APTS and shall be in one of the following

forms:

4. A bank guarantee or an irrevocable letter of credit, issued by a reputed bank located

in India with at least one branch office in Vijayawada, in the form provided in the

bidding document or another form acceptable to the APTS; or

5. A cashier's cheque or banker's certified cheque or crossed demand draft or pay

order drawn in favor of the APTS.

6. The performance security will be discharged by the APTS and returned to the

Vendor not later than thirty (30) days following the date of completion of all

formalities under the contract.

7. In the event of any contract amendment, the vendor shall, within 15 days of receipt

of such amendment, furnish the amendment to the performance security, rendering

the same valid for the balance duration of the Contract.

16.8. Termination for Default

1. APTS, without prejudice to any other remedy available for breach of Contract, may

terminate the Agreement in whole or in part, by a 30 days’ notice in writing to the



Facilitator, for any one or all of the following. On such termination, in addition to

any other remedy available under the contract, the EMD, Implementation/

performance Security will be liable for forfeiture.

a. If the Facilitator fails to maintain the systems to the minimum assurance

quality as per the scope of the work or

b. If the Facilitator fails to provide all or any of the Contracted services as per

service standards specified in the Agreement, or

c. If the Facilitator fails to perform any other obligation(s) under the

Agreement, or

d. If the Facilitator, in the judgment of the Dept., or APTS has engaged in

corrupt, fraudulent or unethical practices in competing for or in executing

the Contract.

2. The APTS shall issue a notice explaining the nature of violations committed by the

Facilitator and afford an opportunity to the Facilitator to represent his case, before

termination of the agreement.

3. In the event APTS terminates the Agreement in whole or in part, APTS may

procure, upon such terms and in such manner as it deems appropriate, services

similar to those undelivered, and the Facilitator shall be liable to pay to APTS for

any excess costs incurred for procuring such similar services. However, the

Facilitator shall continue performance of the Agreement to the extent not

terminated.

16.9. Termination for Insolvency

If the Facilitator becomes bankrupt or otherwise insolvent, APTS., may at any time terminate

the Contract by giving written notice of 30 days to the Facilitator. In this event, termination

will be without compensation to the Facilitator, provided that such termination shall not

prejudice or affect any right of action or remedy which has accrued or will accrue thereafter

to the APTS.

16.10. Termination for Convenience

APTS, may, by written notice to the Facilitator, terminate the Contract, in whole or in part, at

any time for its convenience. The notice of termination shall specify that the termination is

for its convenience, and the extent to which performance of the Facilitator under the Contract

is completed.

In such an event, the APTS., may elect to pay to the Facilitator, a mutually agreed amount for

partially completed services, within 30 days from the date of termination of contract.

16.11. Force Majeure

1. The Facilitator shall not be liable for forfeiture or levy of Liquidated Damages, or

termination for default if and to the extent that its delay in performance or other

failure to perform its obligations under the Agreement in the result of Force

Majeure.

2. For purposes of this Clause, “Force Majeure” means an unforeseeable event beyond

the control of the Facilitator and not involving the Facilitator’s fault or negligence.

Such events shall include, but are not restricted to, acts of the APTS., in its

sovereign capacity, war or revolutions, fires, floods, epidemics, quarantine



restrictions and freight embargoes.

3. If a Force Majeure situation arises, the Facilitator shall promptly notify the APTS.,

in writing of such condition and the cause thereof. Unless otherwise directed by the

APTS., in writing, the Facilitator shall continue to perform its obligations under the

Contract as far as is reasonably practical, and shall seek all reasonable alternative

means for performances.

Note: Damage to any system due to Electrical fluctuations will not be covered

16.12. Assignment & Sub Contracts

The Facilitator shall not assign, in whole origin part, its rights and obligations to perform

under this Contract to any third party.

16.13. Amendment to the Agreement

Amendments to the Agreement may be made by mutual agreement by both the parties. No

variation in or modification in the terms of Contract shall be made except by written

amendment signed by both the parties.

16.14. Applicable Law

The Agreement shall be interpreted in accordance with appropriate Indian laws.

16.15. Resolution of Disputes

1. APTS and the Facilitator shall make every effort to resolve amicably by direct

informal negotiations any disagreement or dispute arising between them under or in

connection with the Agreement

2. If, with in thirty (30) days from the commencement of such informal negotiations,

parties are unable to resolve dispute amicably, either party may approach for

resolution to the formal mechanisms, which may include, but are not restricted to,

conciliation mediated by a third party, or in accordance with the Arbitration and

Conciliation Act, 1996

3. All Arbitration proceedings shall be held within the Jurisdiction of Vijayawada

(AP) and the language of the arbitration proceedings and that of all documents and

communications between the parties shall be in English language.

16.16. Use of Contract Documents and Information

1. The Facilitator or its employee shall not without prior written consent from APTS.,

disclose the Agreement or any provision thereof or any specification, plans,

drawings, pattern, samples or information furnished by or on behalf of APTS., to

any party during the contract and thereafter. Disclosure of such information to its

employee shall be made in confidence and shall extend only so far, as may be

necessary for such performance.

2. The Facilitator shall not without prior written consent of APTS., make use of any

document or information made available for the project except for purposes of

performing the contract and no more.

3. All project related documents issued by APTS., other than the Agreement itself



shall remain the property of APTS., and shall be returned (all copies) to APTS., on

completion of the Facilitator’s performance under the Agreement, if so required by

the APTS

16.17. Governing Language

All correspondence and documents pertaining to the Agreement that are exchanged by the

parties shall be written in English or Telugu language.

16.18. Notices:

1. Any notice given by one party to the other pursuant to this Agreement shall be sent

to the other party in writing or by E-mail, Telegram or facsimile and confirmed in

writing to the other party’s address.

2. A notice shall be effective from the date, when it is delivered or tendered or affixed

at a conspicuous place of normal working, whichever is earlier.

16.19. Indemnification

APTS or GoAP will not indemnify for any loss or damages caused to the vendor or its staff in

any form during their performance on the project.

16.20. Taxes and duties

The vendor shall be entirely responsible for all taxes including service taxes etc. Duties,

license fee, Octroi, road permits etc. incurred until delivery of the contracted Goods/services

at the site of the user or as per the terms of tender document if specifically mentioned. During

the contract period If any changes in the existing tax structure (Service tax or GST) it shall be

applicable to both (GoAP / Service provider) as per rule.



17. Special conditions of proposed contract (SCC)

a. The list of documents to be submitted to APTS for processing payment as follows:

i. Invoice to be raise in the name of APTS

ii. Call reports & Preventive maintenance reports duly attested by the Jt. Director

(Infra)/Director (Communications) in ITE&C Department.

iii. Biometric attendance will be recorded for all the FM personnel. The

attendance sheet shall be attested by the Jt. Director (Infra)/Director

(Communications) in ITE&C Dept.

iv. Assets Management report duly attested by the Jt. Director (Infra)/Director

(Communications) in ITE&C Dept.

v. Indemnity bond

b. SLA monitoring tool will be used to monitor the APSCAN service calls

c. Bidders are to submit un-priced Form F1, F2 and F3 as mentioned in the tender

document along with the Technical bid. The facilitator shall be responsible for

managing the SLA with CA service desk. Further, Monitoring and maintenance of CA

suite will be facilitator’s responsibility.

d. Engineers to be provided for FM by the service provider will be interviewed for their

competency before they are deployed. Engineers to be provided for FM by the service

provider will be interviewed for their competency before they are deployed.

e. The Service provider is responsible for the compliance to the minimum wages Act

and directives of the Government from time to time.

f. The Service provider has to provide statutory benefits such as PF/ESI all manpower

deployed in the Project. The Service provider shall submit documentary evidence to

ESI/PF along with the Invoice for the previous quarter.


** End of the Vol-I Document **