RESERVE BANK OF INDIA

Information Technology Cell, Kanpur Regional Office

Part I

RBI/KANPUR/Kanpur/1/17-18/ITCell/134

E-TENDER FOR ANNUAL MAINTENACE CONTRACT FOR

COMPUTER HARDWARE/ SOFTWARE AND PERIPHERALS AT
RESERVE BANK OF INDIA, KANPUR

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 SCHEDULE OF TENDER (SOT)

a. e-Tender No RBI/KANPUR/KANPUR/1/17-18/ITCell/134
b. Mode Of Tender e-Procurement System
(Online Part I - Techno-Commercial Bid and
Part II - Price Bid through
(www.mstcecommerce.com/eprochome/rbi)
c. Date of NIT available to parties to May 23, 2018 to June 13, 2018.
download
d. i) Earnest Money Deposit Rs.20,000/- by NEFT in our A/c No.
186003001, IFSC RBIS0KNPA01. Please
mention UTR transaction details while
applying in the given format Annex - IX.
ii) Tender Fees NIL
e. Last date of submission of EMD 13:00 hrs of June 13, 2018
f. Date of Starting of e-Tender for 11:00 hrs of May 23, 2018
submission of on line Techno-Commercial
Bid and price Bid at RBI Kanpur
www.mstcecommerce.com/eprochome/rbi

g. Date of closing of online e-tender for 15:00 hrs of June 13, 2018
submission of Techno-Commercial Bid &
Price Bid.
h. Date & time of opening of Part-I 15:00 hrs of June 14, 2018
(i.e. Techno-Commercial Bid)
Part-II Price Bid: Date of opening of
Part II i.e. price bid shall be informed
separately
i. Transaction Fee Rs. 1180/- inclusive of GST @ 18%
Payment of Transaction fee through MSTC
payment gateway /NEFT/RTGS in favour
of MSTC LIMITED

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 DISCLAIMER

Reserve Bank of India, Information Technology Cell, Kanpur, has prepared this
document to give background information on the project to the interested parties.
While Reserve Bank of India has taken due care in the preparation of the information
contained herein and believe it to be accurate, neither Reserve Bank of India nor any
of its authorities or agencies nor any of their respective officers, employees, agents
or advisors give any warranty or make any representations, express or implied as to
the completeness or accuracy of the information contained in this document or any
information which may be provided in association with it.

The information is not intended to be exhaustive. Interested parties are required to

make their own inquiries and respondents will be required to confirm in writing that
they have done so and they do not rely only on the information provided by RBI in
submitting the Tender. The information is provided on the basis that it is non–binding
on Reserve Bank of India or any of its authorities or agencies or any of their
respective officers, employees, agents or advisors.

Reserve Bank of India reserves the right not to proceed with the empanelment or to
change the configuration of the Project, to alter the time table reflected in this
document or to change the process or procedure to be applied. It also reserves the
right to decline to discuss the matter further with any party expressing interest.

No reimbursement of cost of any type will be paid to persons or entities expressing

interest.

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 Important instructions for E-procurement

Bidders are requested to read the terms & conditions of this tender before
submitting your online tender.

1. Process of E-Tender:
A) Registration: The process involves vendor’s registration with MSTC e-procurement
portal which is free of cost. Only after registration, the vendor(s) can submit his/their bids
electronically. Electronic Bidding for submission of Technical Bid as well as Commercial Bid
will be done over the internet. The Vendor should possess Class III signing type digital
certificate. Vendors are to make their own arrangement for bidding from a P.C. connected
with Internet. MSTC is not responsible for making such arrangement. (Bids will not be
recorded without Digital Signature).

SPECIAL NOTE: THE TECHNICAL BID AND THE COMMERCIAL BID HAS TO BE
SUBMITTED ON-LINE AT www.mstcecommerce.com/eprochome/rbi

1).Vendors are required to register themselves online with www.mstcecommerce.com→ e-

Procurement →PSU/ Govt depts→ Select RBI Logo->Register as Vendor -- Filling up
details and creating own user id and password→
Submit.

2). Vendors will receive a system generated mail confirming their registration in their email
which has been provided during filling the registration form.
In case of any clarification, please contact RBI/MSTC, (before the scheduled time of the e-
tender).

Contact person (RBI):

1. Smt. Kamini Bala Dutta, Manager (Tel. No. 0512- 2306840)
2. Shri. P. K. Asthana, Asst. Manager (Tel. No. 0512- 2306840)
3. Shri. Hari Shankar, Asst. Manager (Tel. No. 0512- 2306840)

Contact person (MSTC Ltd):

1. Mr. Rohit Kr Singh, Assistant Manager (Tel. No. 0522-4244702)

2. Mr. Nitin Anand, Manager (Tel. No. 0522-4240445)

B) System Requirement:
i) Windows 7 or above Operating System
ii) Internet Explorer-7 and above Internet browser.
iii) Signing type digital signature
iv) Latest updated JRE 8 (x86 Offline) software to be downloaded and installed in the
system.

To disable “Protected Mode” for DSC to appear in The signer box following settings may be
applied.
Tools => Internet Options =>Security => Disable protected Mode If enabled- i.e, Remove
the tick from the tick box mentioning “Enable Protected Mode”.
Other Settings:

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 Tools => Internet Options => General => Click On Settings under “browsing history/ Delete
Browsing History” => Temporary Internet Files => Activate “Every time I Visit the
Webpage”.

To enable ALL active X controls and disable ‘use pop up blocker’ under Tools→Internet
Options→ custom level (Please run IE settings from the page www.mstcecommerce.com
once)
2. The Techno-commercial Bid and the Price Bid shall have to be submitted online at
www.mstcecommerce.com/eprochome/rbi. Tenders will be opened electronically on
specified date and time as given in the Tender.
3. All entries in the tender should be entered in online Technical & Commercial Formats
without any ambiguity.
4. Special Note towards Transaction fee:
The vendors shall pay the transaction fee using “Transaction Fee Payment” Link under “My
Menu” in the vendor login. The vendors have to select the particular tender from the event
dropdown box. The vendor shall have the facility of making the payment either through
NEFT or Online Payment. On selecting NEFT, the vendor shall generate a challan by filling
up a form. The vendor shall remit the transaction fee amount as per the details printed on
the challan without making change in the same. On selecting Online Payment, the vendor
shall have the provision of making payment using its Credit/ Debit Card/ Net Banking. Once
the payment gets credited to MSTC’s designated bank account, the transaction fee shall be
auto authorized and the vendor shall be receiving a system generated mail.
Transaction fee is non-refundable.
A vendor will not have the access to online e-tender without making the payment towards
transaction fee.

NOTE:
Bidders are advised to remit the transaction fee well in advance before the closing time of
the event so as to give themselves sufficient time to submit the bid.
5. Information about e-tenders /corrigendum uploaded shall be sent by email only during the
process till finalization of tender. Hence the vendors are required to ensure that their
corporate email I.D. provided is valid and updated at the time of registration of vendor with
MSTC. Vendors are also requested to ensure validity of their DSC (Digital Signature
Certificate).
6. E-tender cannot be accessed after the due date and time mentioned in Notice Inviting
Tender (NIT).
7. Bidding in e-tender:
a) Vendor(s) need to submit necessary EMD, Tender fees and Transaction fees (If ANY)
to be eligible to bid online in the e-tender. Tender fees and Transaction fees are non
refundable. No interest will be paid on EMD. EMD of the unsuccessful vendor(s) will
be refunded by the tender inviting authority.
b) The process involves Electronic Bidding for submission of Technical and Commercial
Bid.
c) The vendor(s) who have submitted transaction fee can only submit their Technical Bid
and Commercial Bid through internet in MSTC website www.mstcecommerce.com →
e-procurement →PSU/Govt. depts.→ Login under RBI→My menu→ Auction Floor
Manager→ live event →Selection of the live event.
d) The vendor should allow running JAVA application. This exercise has to be done

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 immediately after opening of Bid floor. Then they have to fill up Common
terms/Commercial specification and save the same. After that click on the Technical
bid. If this application is not run then the vendor will not be able to save/submit his
Technical bid.
e) After filling the Technical Bid, vendor should click ‘save’ for recording their Technical
bid. Once the same is done, the Commercial Bid link becomes active and the same
has to filled up and then vendor should click on “save” to record their Commercial bid.
Then once both the Technical bid & Commercial bid has been saved, the vendor can
click on the “Final submission” button to register their bid.
f) Vendors are instructed to use Attach Doc button to upload documents. Multiple
documents can be uploaded.
g) In all cases, vendor should use their own ID and Password along with Digital
Signature at the time of submission of their bid.
h) During the entire e-tender process, the vendors will remain completely anonymous to
one another and also to everybody else.
i) The e-tender floor shall remain open from the pre-announced date & time and for as
much duration as mentioned above.
j) All electronic bids submitted during the e-tender process shall be legally binding on
the vendor. Any bid will be considered as the valid bid offered by that vendor and
acceptance of the same by the Buyer will form a binding contract between Buyer and
the Vendor for execution thereof.
k) It is mandatory that all the bids are submitted with digital signature certificate
otherwise the same will not be accepted by the system.
l) Buyer reserves the right to cancel or reject or accept or withdraw or extend the tender
in full or part as the case may be without assigning any reason thereof.
8. Any order resulting from this tender shall be governed by the terms and conditions
mentioned therein.
9. No deviation to the technical and commercial terms & conditions are allowed
10. The tender inviting authority has the right to cancel this e-tender or extend the due date of
receipt of bid(s) without assigning any reason thereof
11. Vendors are requested to read the vendor guide and see the video in the page
www.mstcecommerce.com/eprochome to familiarize them with the system before bidding.
For technical assistance, MSTC officials may be contacted at 05224244702/05224240445
well in advance and bidders are advised to avoid any last minute rush. In case of any
technical assistance required from MSTC, Bidders must contact MSTC at least one day
prior before the e-tender closing day and get all their queries resolved.

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 Date of Publish: May 23, 2018

E-Tender for Annual Maintenance Contract of Computer Hardware,

Software and Peripherals

Reserve Bank of India

Kanpur

E- Tender Notice

The Reserve Bank of India, Kanpur (hereinafter referred to as the Bank) invites e-
tenders from reputed companies with proven track records for Annual Maintenance
Contract for its existing Computer Hardware, Software and Peripherals located at
various properties of the Bank.

Desirous Companies and vendors may download the e-tender document

www.mstcecommerce.com/eprochome/rbi. The documentary evidence of previous
experience is required to be uploaded with the e tender, in absence of which the
application shall be liable to be rejected. The Vendors fulfilling the eligibility criteria
and desirous of being considered for award of the work should upload all the
required documents at www.mstcecommerce.com/eprochome/rbi.

The time schedule for the tender process is as under:

A Opening of E- tender Link May 23, 2018 at 11:00 hrs

B Closure of E- tender Link June 13, 2018 at 15:00 hrs
June 14, 2018, 15:00 hrs in DGM (IT
Date / time / Venue for Opening
C Cell) chamber, 2nd Floor , Reserve
of Technical Bid
Bank of India, Kanpur
Date and time for Opening To be announced after opening of
D
of Price Bid Technical Bid

2. The details of the eligibility criteria, terms and conditions, formats of technical bid
and price bid and the list of number of Items and other details are furnished in the
annexure.

3. E-Tenders will be opened in the presence of authorized representatives of

the tenderers who choose to be present at the time and place of opening of the
tender. Tenderers may ensure presence of authorized representative along
with the authority letter at the time of opening of the tender on aforementioned
dates.

4. The Bank reserves the right to accept or reject any quotations without assigning
any reasons thereof.

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2.1 Maintenance of Computer Hardware and Software
Maintenance means attending to breakdown calls, preventive maintenance, repair /
replacement of parts, corrective maintenance etc. of Servers / Computers / Laptops /
Printers etc. used in the Bank / Senior Officials residence during the working days of
the Bank or on holidays, if required, in case of exigencies. This also includes various
operating systems and Novell and UNIX.

2.1.1 Scope of the Work

The Bank has a heterogeneous (make/model) set of servers, Computers, Laptops,
Printers and Scanners. The servers operate on SCO UNIX/LINUX/ Windows
2008/2012 Advance Server as operating system. The Bank also has a
heterogeneous (make/model) set of computers and laptops with Window7/8.1/10 as
operating system, set of printers (Network Laser Jet Printers (colour and black &
white), desktop laser jet printers, desktop ink jet printers, Office Jet printers and
Scanners. These computer peripherals will be covered with a comprehensive AMC
contract under which, preventive maintenance, corrective maintenance, replacement
of parts, shifting of components will have to be carried out.

2.1.2 Maintenance
(a) Preventive Maintenance
The preventive maintenance service of the components is as important as prompt
corrective maintenance service since regular and proper preventive maintenance
service ensures trouble-free performance of the components. The vendor should
provide for at least one preventive maintenance schedule per quarter. The scope
of preventive maintenance will also cover aspects related/specific to hardware like
health check of HDDs, processors; power supplies (SMPS) etc. The time for such
schedules will have to be specified in advance in consultation with the user
department. The scope of work under Preventive maintenance will be designed in
consultation with the vendor’s representative on the lines as specified and
recommended by the original manufacturer/best practices.

(b) Corrective Maintenance

The corrective maintenance means identification of problem and its rectification
which may include installing/ reinstalling of operating system, setup/configuring of
printer, reinstalling/installing of application software either developed in-house or
developed by the 3rd party, printer drivers, anti-virus agent etc.

(c) Replacement of Defective Parts

The replacement of defective parts (electrical/mechanical/others) means either
repair/replacement of parts at the site of installation. If the fault is of serious nature
and requires shifting of the component/s or any part thereof, the vendor should
provide similar component/s or part/s for uninterrupted continuation of work in the
Bank, till the re-installation of the component/s or part/s which were shifted for
repair/replacement. The defective part can be replaced /repaired either without any
cost to the Bank or at the Bank’s cost.

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2.1.3 Shifting of Components

The shifting of components means moving the components from one place to the
other place for carrying out the repair work. This can be either of the following
categories

• Within Bank Premises: The vendor should arrange for shifting of component
from one department to the other to carry out repair work.
• From Bank to Vendor‘s Place and vice-versa: The vendor should arrange
for shifting of component from the Bank to the vendor’s place and vice-versa.
• From Bank to Senior Officer’s Residence and vice-versa: The Vendor will
arrange for shifting of component from the Bank to senior officer’s residence
and vice-versa.

2.1.4 In case of systems covered under warranty which are not under the purview of
AMC, the service engineers shall escalate the service call to the concerned
vendor and take up necessary follow up activities for the same and also intimate
the IT Cell officials regarding the call details.

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 II. Eligibility Criteria

1. The vendor should have an office in Kanpur and currently must not be
debarred from contracting with any legal entity in India.
2. The vendor should have good reputation in the market and their clientele
should preferably include banks, FIs, Government Undertakings and other
reputed concerns.
3. The vendor should have positive net worth for the last three years and should
have earned profits in each of the last three years.
4. The vendor should be a comprehensive service provider and should have
minimum experience of five years in the field of Maintenance of Computer
Hardware, Software and Peripherals.
5. They should have executed at least two orders each of Rs. 5.00 lakh or
above for AMC of maintaining computer hardware, software and peripherals
during the last five years. (The second work order should not be a repeat
order of the first. The value of the work orders should be calculated on the
basis of value paid for maintenance of servers, PCs, note books and
peripherals.)
6. The company should have OEM (Original Equipment Manufacturer)
certification or Authorization or service provider certificate.
7. The company should upload a copy of relevant eligibility criteria with the
covering letter as given in Annex XI.

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 III. Terms and Conditions

1. The AMC of Computer hardware, software and peripherals would be for two
years i.e. from 1st July 2018 to 30th June, 2020. The AMC may be renewed
by written mutual consent of both parties. The AMC shall be renewed for the
next one year subject to the customer satisfaction. If the services rendered
by vendor are not found satisfactory, the AMC shall not be renewed for the
next year.
2. Maintenance services shall be provided by the vendor at Main office
Building at Mahatma Gandhi Marg, Kanpur and RBI residential colonies at
various locations in Kanpur city. The Bank reserves the right to add more
sites if needed. The same shall be communicated to the vendor in writing.
3. The scope of coverage of the AMC will be for the Computer Hardware,
Software and peripherals for all the items as given in Annexure-VIII of the
tender document. Technical support for software listed in Annexure – A
must also be provided. The AMC will not be awarded in parts.
4. The vendor shall provide comprehensive maintenance services which shall
cover both preventive as well as corrective maintenance for all assets
covered under AMC.
5. Under corrective maintenance the vendor shall rectify any defects, faults
and failures in the equipment and shall repair, replace any worn out,
defective parts of the equipment, free of cost to the Bank. All the
components of the equipment, excluding consumables and non-functional
parts such as plastic casings and covers, shall be covered under this
agreement.
6. Maintenance support will have to be provided for Windows server operating
systems, SCO Unix server operating systems, Linux server operating
systems, Oracle and Windows desktop operating systems and above.
7. The vendors should have the capabilities to handle AMC for all brands and
types of computer systems and peripherals. The vendor must submit a list of
such qualified engineers available with them, who can install/ re-install or
work on SCO-UNIX/ Windows desktop operating systems (Windows 7,
Windows 8 and Windows 10 above) Oracle and networking (CISCO
certified) etc. platforms. The details of the certified engineers should be

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 provided as given in Annexure – IIA with the technical bid. The credentials
of the engineers will be verified and the concerned vendor’s Commercial Bid
will be opened only if the minimum requirements are satisfied. The vendor
should be able to repair hardware etc. immediately after receiving call,
failing which they will have to provide alternate arrangement to ensure
business continuity of the Bank.
8. The vendor should post at least three qualified resident engineers (Degree /
Diploma holder in Engineering from a reputed University) who should have
requisite experience (should have minimum experience of 3 yrs.) and
expertise in hardware repair/ maintenance and software management as
well as experience in relation to the Server Operating Systems. The details
of the certified engineers should be provided as given in Annexure – IIB
with the technical bid. The bio-data along with photographs of the engineers
should be submitted to IT Cell at the time of awarding the tender. The
vendor is also required to train backup personnel who are likely to be posted
at our site in the absence of the regular resident engineers. The engineers
posted should be in the regular pay rolls of the company/firm.
9. The company shall load/reload and configure operating systems and/or any
other specific system software as the case may be in the equipment covered
under AMC, at no extra cost to the Bank, whenever the need arises.
10. In addition to the above, the vendor is required to provide Level 1
support for the systems which are under warranty. The scope of level 1
support includes receiving and attending the user calls and identifying
the problem. Problems with the hardware or OEM installed OS are to
be logged with the concerned vendor. The onus will lie on the AMC
vendor to ensure that the calls are closed.
11. Necessary technical assistance and advice shall be extended by the vendor
to resolve problems that may be encountered with regard to hardware,
operating system, system software and any problems accessing the various
application software on the computer systems etc. covered under AMC.
12. Vendor shall, upon direction of IT Cell officials, configure Outlook/KMT/
install application software and any other application to make configuration
changes in the equipment covered under AMC, free of cost.

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 13. The vendor should ensure at least 99.5% uptime for servers, 95% uptime
for PCs and 90% uptime for peripherals. The Bank reserves the right to
inspect the Repair Centres and satisfy itself about the quality and reliability
of the service that can be rendered by the vendor before opening the
concerned vendor’s Commercial Bids.
14. The working hours on weekdays and on working Saturdays will be from
9.15 AM to 6.00 PM. One Engineer will be available on staggering working
hours. However, under special circumstances such as Annual Closing of
books of accounts of the Bank, etc. the working hours shall vary as per the
given situation. The resident engineers shall report to the Information
Technology Cell on all working days during office hours. The Resident
Engineers shall be provided with mobile phones by the respective vendors.
In case agreed no. of resident engineers are not deployed on any
particular day, the payment would be deducted proportionately.
15. The resident engineers are required to display their identity cards issued by
Bank, whenever they are in any of the Bank's premises and possess identity
cards issued by the company. The Bank reserves the right to conduct
independent background checks on the Engineers posted at our site.
16. The resident engineers would be subjected to an assessment process
undertaken by the Bank before their deployment. In case the RBI is not
satisfied with the resident engineers provided by the vendor, RBI will have
the right to ask for change of engineers.
17. The vendor should use online call logging Management system to track
the calls and fasten the process. All the resident engineers will coordinate
with facility management through Online Call Logging & Management
System.
18. The resident engineer has to maintain the following:
a) Inventory register - details of all hardware and software at the bank
under maintenance and under manufacturers ‘warranty.
b) Call register – to log all calls received from the users.

19. Preventive Maintenance activity shall include cleaning of the equipment,

updating of patches/service packs, carrying of systems diagnostic tests and
taking remedial action, etc. The vendor shall provide for at least one
preventive maintenance schedule per quarter during the maintenance

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 period. The scope of preventive maintenance may include aspects
related/specific to hardware like health check of HDDs, RAID/graphics
Controllers, power supplies (SMPS), cleaning of memory modules etc. with
the help of appropriate cleaning compounds and monitoring equipments,
checking of antivirus, OS patch status, running of MBSA (Microsoft
Baseline Security Analyser) tools on PCs to identify security weaknesses
etc.
20. The vendor shall extend necessary assistance in maintaining the inventory,
shifting and reinstallation of all the equipments.
21. A health card shall be maintained for all equipment covered under AMC.
The vendor shall record therein each incident of equipment malfunction,
date/ time of commencement of downtime and successful completion of the
repair/maintenance work, nature of repair work performed on the equipment
together with a description of the malfunction and the cause thereof. Details
of preventive maintenance activity shall also be recorded.
22. If quarterly preventive maintenance schedule of equipment is not adhered
to, a penalty of Rs. 100/- for peripherals, Rs. 300/- for PCs/ Notebooks and
Rs. 1000/- for servers may be imposed, at the discretion of the Bank.
23. The vendor shall repair/ replace parts at the various sites of the Bank only. If
the fault is of serious nature and requires the support of the Repair Centre of
the vendor, thereby necessitating shifting of the equipment, the vendor shall
attend to shifting/ transportation, installation, re-installation, loading of the
software packages (both the system software and application software, if
any) at no additional cost to the Bank.
24. The vendor shall be responsible for recovery of data, free of cost, in case of
Hard Disk crash of any computer systems under its AMC.
25. The vendor shall maintain an onsite inventory of spare parts for PC,
Laptops, printers, etc. so as to ensure business continuity in the case of any
malfunction of the equipment’s. All necessary spares to ensure 99.5%
uptime for Bank’s servers, 95% uptime of each PC and 90% uptime of
each peripheral covered under the AMC. If during any quarter, the vendor
does not maintain the uptime of the equipment, proportionate maintenance
charges will be deducted from the amount to be paid to the vendor in the
beginning of the next quarter.

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 26. The ‘Downtime’ in respect of the equipment shall be calculated as under:-
i. ‘UPTIME’ of the hardware and system software = (Coverage Hours
minus Down Time)/Coverage Hours X 100 for the maintenance year.
ii. Coverage Hours = Uptime commitment per day X No. of committed
days per Year
iii. Uptime Commitment per day = Hardware and System Software
Maintenance Support Time per day
iv. Down Time will be counted from the time of reporting the maintenance
call by the Bank to the Vendor till the resolution of the problem /
operationalization of the hardware and system software.
v. No. of committed days per Year = the number of working days of the
Bank during the year.
27. The vendor shall ensure that the malfunctioning hardware, accessories,
operating systems, systems software (if any) is rectified within two hours of
lodging the complaint by the Bank. If the vendor is not able to rectify the
same by the stipulated time, the vendor shall provide, at their own cost,
requisite hardware/ software to ensure business continuity.
28. The vendor shall not sub-contract the AMC to any organization,
person, firm or its franchisee without the prior approval of the Bank. If,
at any time, it comes to the notice of the Bank that such sub-letting has been
done, the Bank at its discretion may terminate the contract without referring
the matter further to the vendor. The Bank will be at liberty to realize all the
expenses it had to incur in this connection, either by adjusting from the
payments due to the Vendor or through other means.
29. The Bank will release quarterly payments towards the maintenance
charges after the expiry of each quarter and after getting a certificate of
good performance from the Information Technology Cell, Reserve Bank of
India, Kanpur and also on submission of preventive maintenance
certificates duly signed by the Head of the Departments of various
departments of the Bank for the quarter.
30. As security for due fulfilment of the terms and conditions and obligations of
the service contract, the vendor shall furnish a Performance Bank
Guarantee of 10% of the value of the AMC valid for one year.

16
 31. The Vendor will provide insurance cover to its workmen/ resident
engineers in the Bank. The workmen/ engineers or their legal heirs shall
not claim any insurance benefit from the Bank in case workmen/ engineers
suffer any loss or damage to their life or person or property while working in
the Bank premises.
32. The vendor or the Bank shall not be responsible for delays or non-
performance of any or all contractual obligations, caused by war, revolution,
insurrection, civil commotion, riots, mobilisations, strikes, blockade, acts of
God, Plague or other epidemics, fire, flood, acts of Government or public
enemy or any other event beyond the control of either party, which directly,
materially and adversely affect the performance of any or all such
contractual obligations. If a Force Majeure situation arises, the Bidder shall
promptly notify the Bank in writing of such conditions and any change
thereof. Unless otherwise directed by the Purchaser in writing, the Bidder
shall continue to perform his obligations under the contract as far as
possible, and shall seek all means for performance of all other obligations,
not prevented by the Force Majeure event.
33. The Vendor shall ensure compliance to all the obligations arising under the
Contract Labour (Regulations & Abolition) Act, 1970, Minimum Wages
Act, Workmen’s Compensation Act, 1923 and other Labour Laws
prevailing in the country and the Bank is not responsible for violation of any
of the provisions of Labour Laws by the Vendor and the Vendor will make
good the loss caused to the Bank due to non-compliance with any of the
provisions of Labour Laws or any other Law by the Vendor. In the event of
any liability arising on account of any breach or non-compliance of statutory
requirements by the contractor, the Bank has the right to reimburse itself by
way of adjustment from the vendor’s pending bills or otherwise recover it
through available legal means, to the extent of the loss suffered by it as a
consequence of the same.
34. The Contractor shall not disclose directly or indirectly any information,
materials and details of the Bank's infrastructure/systems / equipments etc.,
which may come to the possession or knowledge of the Contractor during
the course of discharging its contractual obligations in connection with this
agreement, to any third party and shall at all times hold the same in strictest

17
 confidence. The Contractor shall treat the details of the contract as private
and confidential, except to the extent necessary to carry out the obligations
under it or to comply with applicable laws. The Contractor shall not publish,
permit to be published, or disclose any particulars of the works in any trade
or technical paper or elsewhere without the previous written consent of the
Employer. The Contractor shall indemnify the Employer for any loss suffered
by the Employer as a result of disclosure of any confidential information.
Failure to observe the above shall be treated as breach of contract on the
part of the Contractor and the Employer shall be entitled to claim damages
and pursue legal remedies. The Contractor shall take all appropriate actions
with respect to its employees to ensure that the obligations of non-disclosure
of confidential information under this agreement are fully satisfied. The
Contractor's obligations with respect to non-disclosure and confidentiality
will survive the expiry or termination of this agreement for whatever reason.”
35. The vendor shall certify that the repair and maintenance services/products
sold do not violate or infringe upon any patent, copyright, trade secret or
other property right of any other person or other entity. The vendor shall
indemnify the Bank from any claim or demand, action or proceeding, directly
or indirectly resulting from or arising out of any breach or alleged breach of
this warranty.
36. The Bank reserves the right to claim as damages from the vendor to the
extent of the loss suffered by it, if it is found that due to any commission or
omissions of the vendor, damage has been caused to equipment covered by
the AMC or to any property of the Bank even if it is not covered by the AMC.
37. The Bank reserves the right to terminate the agreement, if the vendor fails to
carry out any of its obligations/duties in terms of the agreement and the
Vendor cannot claim any damages/compensation and the Vendor is
responsible for any loss.
38. The Maintenance Contractor shall pay all the taxes, duties and levies, if any,
required to be paid. The consideration indicated in the foregoing paragraphs
shall be inclusive of all the taxes.
39. The Bank shall not consider any request in change of rates of AMC due to
any reason whatsoever, during currency period of the contract.

18
 40. All legal suits, actions or proceedings relating to or arising out of the
agreement shall be subject to jurisdiction of the courts in Kanpur only.
If any dispute arises between the parties about the terms of this contract or
anything in relation to or arising out of this contract, the parties shall make
an effort to solve the same through the appointment of an arbitrator by
mutual agreement. If a single arbitrator could not be appointed by
agreement, each side would be free to appoint one arbitrator each, who in
turn will add an umpire. The decision of the arbitrator or arbitrators, as the
case may be, shall be final in regard to such dispute or disputes.
41. The Contractor / Agency shall be solely responsible for full compliance with
the provisions of “The Sexual Harassment of women at work place
(Prevention, Prohibition and Redressal) Act, 2013”. In case of any
complaint of sexual harassment against its employee within the premises of
the Bank, the complaint will be filed before the Internal Complaints
Committee constituted by the Contractor / Agency and the Contractor /
Agency shall ensure appropriate action under the said Act in respect to the
complaint.
42. Any complaint of sexual harassment from any aggrieved employee of the
contractor against any employee of the Bank shall be taken cognizance by
the Regional Complaints Committee constituted by the Bank.
43. The contractor shall be responsible for any monetary compensation that
may need to be paid in case the incident involves the employees of the
contractor, for instance any monetary relief to Bank’s employee, if sexual
violence by the Employee of the contractor is proved.
44. The contractor shall be responsible for educating its employees about
prevention of sexual harassment at work place and related issues.

19
 IV. Submission of Bids
1. Separate technical and commercial bids should be submitted at
www.mstcecommerce.com/eprochome/rbi by 15:00 hrs of June 13, 2018.
Technical & Commercial bids will be opened as time schedule given on page 7
Scanned Copy of all the required documents shall be uploaded by the
vendors along with technical bid on
www.mstcecommerce.com/eprochome/rbi failing which the bidders shall
be declared technically disqualified.
2. Each page of the technical and commercial bid should be signed and stamped
with the company seal.
3. Incomplete bids or bids submitted after due date and time are liable to be
rejected.
4. The Reserve Bank of India does not bind itself to accept the lowest or
any quotation and reserves itself the right to accept or reject any or all
the quotations, either in whole or in part without assigning any reason
for doing so.
5. Vendor shall deposit an Earnest Money Deposit of Rs. 20,000/- by NEFT in
our A/c No. 186003001, IFSC RBIS0KNPA01 on or before 13:00 hrs of June
13, 2018 (Kindly Mention UTR transaction detail as given in Annex IX)
Which will be refunded in the event of (i) Completion of commercial bid
evaluation for vendors other than L1 or (ii) Commencement of AMC and
submission of 10% Performance Bank Guarantee in case of L1 vendor.
Interest will not be paid on the EMD. Bids submitted without EMD are liable to
be rejected.
6. The Technical Bid should contain following documents:- (Scanned Copy
of all the Required documents as mentioned in this e-tender document
shall be uploaded by the vendors along with technical bid on
www.mstcecommerce.com/eprochome/rbi failing which the bidders shall
be declared technically disqualified.)
1 Company Profile Annexure-I
Details of the certified engineers
(UNIX/LINUX, Windows, CISCO
2 Annexure- IIA
certification) duly attested by the
competent authority of the company.
Details of the proposed resident
3. engineers duly attested by the competent Annexure- IIB
authority of the company.
List of major customers/ clients in last 3
3 years and references (including Annexure III
important works on hand)
Certificate of Satisfactory Service by
4 Annexure-IV
Clients
Undertaking that no terms and conditions
5 have been stipulated in the Commercial Annexure-V
Bid
Bankers' certificate from a Scheduled
6 Annexure- VI
bank (Solvency Certificate)
7 Compliance Matrix Annexure-VII
Number of equipment’s covered under
8 Annexure-VIII
Annual Maintenance Contract

20
 NEFT(UTR transaction details) of Rs
9 20,000/- (Rs Twenty Thousand Only) for Annexure-IX
EMD
Audited Balance Sheets of the Company
10
for the past 3 years
Income Tax clearance certificate,
11
Experience Certificate etc
12 Validity of offer

7. The bids shall be in conformity with our conditions and requirements.

Deviations, if any, shall be clearly mentioned by the vendor in the Technical
Bid. Non-mention of deviations shall imply compliance with our conditions and
requirements. The Bank reserves the right to reject an offer for any of the
deviations.
8. Clarifications/conditions stipulated by the vendor, if any, shall be examined
and discussed with the vendors and the conditions that are acceptable as well
as the conditions which are not acceptable to the Bank shall be intimated to
them. The commercial bids of only technically qualified vendors shall be
opened for the purpose of commercial evaluation.
9. The Commercial Bid should be submitted on
www.mstcecommerce.com/eprochome/rbi as given in Annexure-X
10. No terms and conditions should be stipulated in the Commercial bid, which is
meant only for the bids of offer price/ rate. Any terms and conditions indicated
in deviation from the above would be ignored by the Bank.
11. The validity of the commercial bid should be for a minimum of 3 months from
the date of closure of tender. The validity of the offer should be indicated
in the Technical Bid.
12. Where there is a discrepancy between the amounts in figure and in words, the
amount in words shall govern. Where there is a discrepancy between the unit
rate and the line item total resulting from multiplying the unit rate by quantity,
the unit rate will govern unless, in the opinion of the Bank, there is obviously a
gross error such as a misplacement of a decimal point, in which case the line
item will govern.

21
 ANNEXURE -A

SYSTEM SOFTWARE DETAILS FOR TECHNICAL SUPPORT

1. Specific Operating System support

• Windows Server 2008/2012

• Linux (Proxy and firewall)

• SCO Unix (COBOL based application)

• LOTUS Notes

• WINDOWS 7/WINDOWS 8/ WINDOWS 10

2. General software used like MS Office (Word, Excel, PowerPoint, Access),

Oracle, MQ series including KMT updation.

22
 Annexure -I

Company Profile/ Basic Information

(Details filled in this form must be accompanied by sufficient documentary evidence

for verification of correctness of the information)

S. Items Details
No.
1. i) Name of the applicant/ organization
ii) Address of the registered office
iii) Phone No.
iv) E-mail address
v) Website, if any
vi) Year of commencement of business
vii) GST Number
viii) PAN Number
ix) Any other (give details)
2. Type of the organization (whether Sole
Proprietorship/ Partnership/ Private
Limited/ Limited or Co-operative Body
etc.)
3. i) Name of the Proprietor/ Partners/
Directors of the Organization/ Firm
ii) Name and designation, Phone/ Mobile
No., e-mail id of the person authorized to
make commitments/holding power of
attorney (in case of limited companies) to
the Bank
4. Details of Registration - (whether
Partnership firm, Company etc.) -
Registering Authority, Date, Registration
No. etc. mentioning the business/ activity
of the firm.
5. Experience in the field of _______ years
_________________________
6. Technical personnel available in the
organization (details to be furnished in
Annexure II)
7. Address of office through which the
proposed work of Reserve Bank of India
will be handled and the name, designation
and contact details of the Officer-in-
Charge.
8. Adequate and satisfactory evidence to
indicate financial capacity of the

23
 Organization to undertake the said work
with names of Bankers and their full
address. (Solvency certificate from the
Bank and Income Tax clearance
certificate shall be attached.).
9. Yearly Profit of the company/firm during 2015-16 2016-17 2017-18
last 3 years (year wise) (not of group)
(Audited Balance sheet/P & L A/c to be
enclosed)

Profit
10. Ability to provide Bank Guarantee or other
equivalent forms of security from a
Scheduled Bank.
11. Whether any Civil Suit/ Litigation arisen in
the contracts executed during the last 5
years/ being executed. If yes, please
furnish the name of the project, employer,
nature of work, contact value, work order
and date and brief details of litigation.
(Attach a separate sheet if required)
12. Has the company/firm/vendor been black-
listed by any of the offices of the Reserve
Bank of India? If so, details may be
provided.

Signature of authorised official with seal

24
 Annexure –II A

Details of qualified engineers at Kanpur

Number of qualified Qualifications Nature of Jobs Handled

engineers at Kanpur
office
Hardware

Software

Annexure –II B

Details of Resident Engineers to be posted in RBI Kanpur:

Sl.No. Name Technical Area of No. of years Date of Mobile No.

Qualification Specialization of experience joining
(optional) in computer the Firm
maintenance
1

4.

5.

*Full bio-data of the resident Engineers to be enclosed separately.

Signature of authorised official with seal

25
 Annexure- III

List of major customers/ clients in last 3 years and references (including

important works on Hand)

S. No. Name & Type of Client – Name, Nature of work Whether

complete postal Bank/ FI, Govt. Designation, undertaken reference
address of the body, Reputed Tel., Fax, e-mail during last 3 letter
customer Concern address of the years enclosed
contact person
1 2 3 4 5 6

(Please enclose necessary documentary evidence)

Signature of authorized official with seal

26
 Annexure- IV

CLIENT’s CERTIFICATE REG. PERFORMANCE OF CONTRACTOR

Name & address of the Client :

Details of Works executed by Shri /M/s _______________________

1 Name of work with brief particulars

2 Agreement No. and date
3 Agreement amount
4 Period of Work
5 Details of compensation levied for delay (indicate amount) if
any
6 AMC amount
7 Name and address of the authority under whom works
executed
8 Whether the contractor employed qualified Engineer/Overseer
during execution of work?
9 i) Quality of work (indicate grading) Outstanding/Very
Good/Good/Satisfactory/poor
ii) Amt. of work paid on reduced rates, if any

Note: All columns should be filled in and properly “Countersigned”

Signature of the Reporting Office with Office seal

27
 ANNEXURE –V

(TO BE SUBMITTED ON THE LETTER HEAD OF THE COMPANY)

The Regional Director

Reserve Bank of India
Information Technology Cell
Mahatma Gandhi Marg, Kanpur

Dear Sir,

Empanelment for Annual Maintenance Contract for Computer Hardware,

software and Peripherals of the Reserve Bank of India, Kanpur

This bears reference to your captioned tender dated ________We, hereby, accept
all the terms and conditions for submitting quotation as mentioned in the said tender.

2. We hereby certify that no terms and conditions have been stipulated by us in the
Commercial Bid.

3. We warrant that the repair and maintenance service/products to be sold do not

violate or infringe upon any patent, copyright, trade secret or other property right of
any other person or other entity. We agree that we shall indemnify the Bank from
any claim or demand, action or proceeding, directly or indirectly resulting from or
arising out of any breach or alleged breach of this warranty.

Yours faithfully,

Signature:

Name:
Designation:
Place :

Date:

28
 Annexure- VI

FORM OF BANKERS' CERTIFICATE FROM A SCHEDULED BANK

This is to certify that to the best of our knowledge and information

M/s./Shri............................................... having marginally noted address

……………………………………………………………………………………… …

……………….a customer of our bank are/is respectable and can be treated as good

for any engagement up to a limit of Rs.................................(Rupees

............................................................) . This certificate is issued without any

guarantee or responsibility on the Bank or any of the officers.

(Signature)

For the Bank

Note:

1. Bankers' certificates should be on letter head of the Bank, sealed in cover

addressed to enlistment authority.
2. In case of partnership firm, certificate to include names of all partners as
recorded with the Bank.

29
 Annexure -VII

Compliance Matrix

Sr. Eligibility Criteria Compliance Deviation, if Whether

No (Yes/ No) any documentar
. y evidence
submitted
1. The vendor submitting the offer should be a
registered company or firm in India and currently
must not be debarred from contracting with any
legal entity in India.
2. The vendor should have good reputation in the
market and their clientele should preferably
include banks, FIs, Government Undertakings and
other reputed concerns.
3. The vendor should furnish details of their banker(s)
with account number and address of the bank/
branch along with the type of all the facilities
availed from the bank(s).
4. The vendor should submit a certificate from their
statutory auditors certifying the net profits earned
by the vendor and its net worth for the last 3
financial years (applicable for maintenance of
hardware/ Software and peripherals)
5. Vendor should have a full-fledged office in Kanpur
for the respective category for which the vendor
has applied.
6. The vendor should have OEM certifications or
Authorization or service provider certificate
7. The vendor should have the capability to handle
Annual Maintenance Contract for all brands and
types of computer systems like PCs (desktops &
laptops), servers, printers, scanners and related
peripherals.
8. The vendor should post at least three qualified
resident engineers (Degree / Diploma holder in
Engineering from a reputed University) who should
have requisite experience (should have
minimum experience of 3 yrs.) and expertise in
hardware repair/ maintenance and software
management as well as experience in relation to
the Server Operating Systems.
9. The vendor is required to provide Level 1 support
for the systems which are under warranty. The
scope of level 1 support includes receiving and
attending the user calls and identifying the
problem.
10. The vendor should ensure at least 99.5% uptime
for servers, 95% uptime for PCs and 90%

30
 uptime for peripherals.
11. The vendor should use online call logging
Management system to track the calls and fasten
the process. All the resident engineers will
coordinate with facility management through Online
Call Logging & Management System.
12. The vendor shall not sub-contract the AMC to any
organization, person, firm or its franchisee without
the prior approval of the Bank.
13. The Vendor will provide insurance cover to its
workmen/ resident engineers in the Bank. The
workmen/ engineers or their legal heirs shall not
claim any insurance benefit from the Bank in case
workmen/ engineers suffer any loss or damage to
their life or person or property while working in the
Bank premises.
14. The Vendor shall ensure compliance to all the
obligations arising under the Contract Labour
(Regulations & Abolition) Act, 1970, Minimum
Wages Act, Workmen’s Compensation Act,
1923 and other Labour Laws prevailing in the
country and the Bank is not responsible for
violation of any of the provisions of Labour Laws
by the Vendor and the Vendor will make good the
loss caused to the Bank due to non-compliance
with any of the provisions of Labour Laws or any
other Law by the Vendor.
15. The vendor shall certify that the repair and
maintenance services/products sold do not violate
or infringe upon any patent, copyright, trade
secret or other property right of any other
person or other entity.

Signature of authorized official with seal

31
 Annexure -VIII

Number of equipments for Maintenance Support

Sl.No. Item Description Model/Brand Number

1 Servers Miscellaneous 07
2 Laptops 56
3 PC 425
4 Printers 105
5 High Speed Scanner 14
Level1 Laptops 50
6 warranty PCs 161
Printers 51
High Speed Scanners 14

Note: The figures mentioned above are tentative and are subject to change based
on our replacement cycle.

32
 Annexure-IX

UTR Transaction details For EMD

S.N. Requirements Details

1 Name of the vendor

2 Name of the Bank

3 Account No.

4 IFSC

5 UTR details

6 Date of Payment

33
 ANNEXURE-X

Format for Price Bid

(To be submitted on the Letter Head of the Company)

Annual Maintenance Contract for Computer Hardware, Software and Peripherals of the Reserve Bank
of India with reference to the captioned tender we offer the following rate for maintenance service in the
Reserve Bank of India Kanpur.

Number of IT equipments

S. Name of the equipment Particulars No. of Rate / per Total Amount

No (Nos.) equipments equipments (Inclusive of
all taxes)
1 Desktop PCs
2 Laptops
3 Printers
4 Scanners
5 Servers
6 System Software and
Application Software
support for the Servers
and Desktops.
7 Level 1 Support:
Desktop PCs
Laptops
Printers
Scanners
Servers

Total Commercial Bid Amount inclusive of all taxes (In figure) ____________

Total Commercial Bid Amount inclusive of all taxes (In Words) ____________

Signature of authorized official with seal

34
 ANNEXURE - XI

Prescribed Format for Application

(Letterhead of the Company)

To Date:

The Regional Director

Reserve Bank of India
Information Technology Cell
Mahatma Gandhi Marg, Kanpur

Dear Sir,

We have carefully examined the scope of work and services specified in the
memorandum hereinafter set out and having visited and examined the site
of the works specified in the said memorandum and having acquired the
requisite information relating thereto as affecting the tender. We hereby
offer to execute the works and services in the Memorandum for the time
specified at the rates mentioned in the Commercial Bid and in accordance
with specifications and instructions in writing with such other materials as
are provided for, and in all other respects, in accordance with such
conditions so far as they may be applicable.
2.We also agree that our tender will remain valid for acceptance by the bank
for 90 days from the date of opening of Part I of the tender and this period of
validity can be extended for such period as may be mutually agreed
between the Bank and us in writing. We also agree to keep the Bank
Guarantee towards earnest money valid during the entire period of validity of
tender, as per enclosed proforma in the tender document.
3. Should this tender be accepted, I/we hereby agree to abide by and fulfil
all the terms and conditions of the tender and in default thereof, to forfeit and
pay to you or your successor, or assignees or nominees such sums of
money as are stipulated in the conditions contained in the tender together
with the written acceptance of the contract.
4. I/we understand that you reserve the right to accept or reject any or all the
tender either in full or in part without assigning any reason thereof.
5. The Tender is submitted in two parts. Part I (Technical Bid) contains all
terms and conditions and technical particulars, but commercial price has not
been indicated anywhere in any manner, and Part II (Commercial Bid)
contains only the price bid in the Bank’s proforma.
Dated this ____ day of _________2018
For and behalf of M/s
______________________________________________

(Signature with Seal)

Name
Designation
Place

35
 Date

(Certified true copy of the Power of Attorney of the above signatory should
be enclosed)

Witnesses:

(1) Signature with name

Address & date
(2) Signature with name
Address & date

Date

Seal

36