Request for Proposal (RFP) For AMC of Computer Hardware Equipment & FMS Services Ref No: IT-111/2017-18/4878 To be submitted before 11:00 hrs. On 13/06/2017 Addressed To General Manager (IT) IFCI Limited IFCI Tower, 61 Nehru Place, New Delhi – 110019 1 Table of Contents Introduction .............................................................................................................................................. 5 Overview & Objective ............................................................................................................................... 5 Key Events & Dates ................................................................................................................................... 6 Procurement of RFP Document ............................................................................................................... 7 Scope of Work ........................................................................................................................................ 10 Submission of RFP ................................................................................................................................... 15 Instruction to Bidder(s) ........................................................................................................................... 19 General Terms and Conditions ........................................................................................................................................................... 19 Authentication of Bid ......................................................................................................................................................................... 20 Validation of interlineations in Bid ..................................................................................................................................................... 20 Performance Bank Guarantee ............................................................................................................................................................ 20 Contacting IFCI ................................................................................................................................................................................... 21 Bid Security (E.M.D) ............................................................................................................................................................................ 21 Bids Not Considered For Evaluation ................................................................................................................................................... 22 Bid Validity ............................................................................................................................................. 22 Clarification of Offers .............................................................................................................................. 22 Discharge of Bid Security ........................................................................................................................ 22 Rejection of Bid ....................................................................................................................................... 22 Pre-Qualification Rejection Criteria .................................................................................................................................................... 22 Technical Rejection Criteria ................................................................................................................................................................ 23 Commercial Rejection Criteria ............................................................................................................................................................ 23 Standard Conditions ............................................................................................................................... 23 Bidder’s Responsibilities ..................................................................................................................................................................... 23 Bidder’s obligation to inform itself ..................................................................................................................................................... 23 Clarification on Tender Document ..................................................................................................................................................... 24 Modification and Withdrawal of Proposal .......................................................................................................................................... 24 Clarification of Offer ........................................................................................................................................................................... 24 Compliance ......................................................................................................................................................................................... 25 Publication of Any addendum/ Corrigendum/ Clarifications .............................................................................................................. 25 Other Terms and Conditions ................................................................................................................... 25 Bidder (s) Liability ............................................................................................................................................................................... 25 Right to Accept or Reject the Tenders ................................................................................................................................................ 25 Language of Bids ................................................................................................................................................................................ 26 Waiver of Minor Irregularities ............................................................................................................................................................ 26 Rejection of Bid .................................................................................................................................................................................. 26 Employee non-solicitation .................................................................................................................................................................. 26 Non-Disclosure Agreement ................................................................................................................................................................ 27 Arithmetic Errors Correction .............................................................................................................................................................. 27 Negligence .......................................................................................................................................................................................... 27 IFCI’s Right to Vary Scope of Contract at the time of Award .............................................................................................................. 27 Proposal Ownership ........................................................................................................................................................................... 27 Exit Option .......................................................................................................................................................................................... 28 Vendor’s Cooperation in the Event Of Termination ........................................................................................................................... 28 Order Cancellation ............................................................................................................................................................................. 28 IFCI's Right to Accept Any Offer and to Reject Any or All Offers ......................................................................................................... 29 Limitations of Liability ........................................................................................................................................................................ 29 Liquidated Damages ........................................................................................................................................................................... 29 Publicity .............................................................................................................................................................................................. 30 Intellectual Property Rights Information Ownership .......................................................................................................................... 30 Address for Correspondence .............................................................................................................................................................. 31 Rights of Access to Information .......................................................................................................................................................... 31 Failure to abide by the Agreement ..................................................................................................................................................... 31 No Assignment ................................................................................................................................................................................... 31 Applicable laws ................................................................................................................................................................................... 31 Indemnity ........................................................................................................................................................................................... 31 Jurisdiction ......................................................................................................................................................................................... 32 Violation of Terms .............................................................................................................................................................................. 32 Force Majeure .................................................................................................................................................................................... 32 Privacy & Security Safeguards ............................................................................................................................................................ 32 Arbitration/ Dispute Resolution ......................................................................................................................................................... 32 Confidentiality .................................................................................................................................................................................... 33 Disclaimer and Disclosures ................................................................................................................................................................. 34 Annexures ............................................................................................................................................... 35 Annexure 1 ......................................................................................................................................................................................... 35 Forwarding Letter ................................................................................................................................. 35 Annexure 2 ......................................................................................................................................................................................... 37 BIDDER’S GENERAL INFORMATION ....................................................................................................... 37 Annexure 3 ......................................................................................................................................................................................... 38 Letter authorizing representing executive(s) ........................................................................................ 38 Annexure 4 ......................................................................................................................................................................................... 39 Escalation Matrix .................................................................................................................................. 39 Annexure 5 ......................................................................................................................................................................................... 40 Acceptance to Terms & Conditions ....................................................................................................... 40 Annexure 6 ......................................................................................................................................................................................... 41 Declaration for Acceptance of Scope of Work ....................................................................................... 41 Annexure 7 ......................................................................................................................................................................................... 42 Confidentially Agreement ..................................................................................................................... 42 Annexure 8 ......................................................................................................................................................................................... 43 Performance Bank Guarantee Format................................................................................................... 43 Annexure 9 ......................................................................................................................................................................................... 45 BID Security .......................................................................................................................................... 45 3 Annexure 10 ....................................................................................................................................................................................... 46 Self-Declaration: Not Blacklisted ............................................................................................................. 46 Evaluation & Award Criteria ................................................................................................................. 47 Introduction IFCI was established on July 1, 1948, as the first Development Financial Institution in the country to cater to the long-term finance needs of the industrial sector. The constitution of IFCI was changed in 1993 from a statutory corporation to a company under the Indian Companies Act, 1956. Subsequently, the name of the company was also changed to "IFCI Limited" with effect from October 1999. IFCI is registered as a Non-Banking Finance Company (NBFC) under section 45 IA of the RBI Act, 1934. IFCI is listed on the National Stock of India Limited (NSE) and Bombay Stock Exchange Limited (BSE). The President of India, acting through Ministry of Finance holds 55.53% of the Paid up Share Capital of the Company. IFCI has its Head office at New Delhi, and has 10 Regional Offices (ROs) and may open further offices where needed. IFCI offers a wide range of products to the target customer segments to satisfy their specific financial needs. The product mix offering varies from one business/industry segment to another. Overview & Objective The scope of work consists of Comprehensive On-site maintenance of Hardware. The comprehensive maintenance of hardware of IFCI includes repair/replacement of all faulty systems / parts including fusser assemblies and plastic parts of the printers. Tender is invited in Two Bid System for a period of three years. 5 Key Events & Dates Tender Notice No IT-111/2017-18/4878 Tender Fee (non-refundable) Rs. 5,000/- (Rs. Five Thousand only) Earnest Money Deposit (EMD) Rs. 2,00,000/- (Rs. Two Lac only) Date of Issue 24/05/2017 Date of Pre-Bid Meeting with the bidder 05/06/2017 15:00 hrs Last date for seeking clarifications, if any 08/06/2017 11:30 hrs Last date and time of online submission of 13/06/2017 11:00 hrs. (Technical & Commercial) Date and time of opening of Technical 14/06/2017 15:30 hrs. Bids-Online Date and time of opening of Commercial 16/06/2017 11:00 hrs. Bids - Online Address of Communication and Pre Bid General Manager (IT) Meeting IFCI Limited IFCI Tower, 61, Nehru Place New Delhi – 110019 Name of the contact person for any Sh.Nitin Balyan , AM(IT) clarification 91-11-41732141 Sh.Debashish Gupta , DGM(IT) 91-11-41732175 E-mail Address Pl quote the RFP No in the Subject Line of the email:[email protected] Validity of Proposal (180) One-hundred-and-eighty days from the date of opening of Financial Bid. (*)Tender fee and Bid security (in the form of Demand Draft/Banker's Cheque addressed to IFCI Ltd, Payable at New Delhi), to be submitted along with a hard copy of technical Bids by the bidders. IFCI reserves the right to change the dates mentioned in this document, which will be communicated to the bidders. Note 1: Cost of bidding is exempted for applicants who are registered with MSME and NSIC on production of documentary evidence. The documentary evidence should stand valid as on the date of submission of bid and continue to hold at least till bid validity period (i.e. 180 days). Note 2: The bids are to be submitted online in electronic format on website https://ifci.etenders.in . Bidder may download Tender Document along with terms and conditions from IFCI website www.ifciltd.com. However, for participating in the tender, it is mandatory to download & submit the tender from the https://ifci.etenders.in website only. The bidders are requested to submit their bids prior to last date of submission to avoid non- submission of their bids due to non-availability of/hanging of website in last moments or any reason whatsoever. Neither IFCI nor the E-Tendering service provider shall be responsible for any issues such as internet connectivity or internet browser etc. The last date of submission of bids will not be extended if system is hung up at the last hours or congestion due to internet at the end of the bidders at the time of filling of tender. IFCI reserves the right to reject all or any tender wholly or partly without assigning any reason whatsoever. The vendor submitting the proposal in response to RFP, shall hereinafter be referred to as “ Bidder / Vendor” interchangeably. IFCI will not be liable for any costs incurred by the bidder in the preparation of the response to this RFP. The preparation of bidder’s proposal will be made without obligation by IFCI to acquire any of the items included in the vendor’s product, or to select any vendor’s proposal, or to discuss the reasons why the bidder’s proposal is accepted or rejected. All information included by the bidders in their proposal will be treated in strict confidence. Procurement of RFP Document The tender document can be downloaded from IFCI website https://ifciltd.com and https://ifci.etenders.in. Tender fee of Rs. 5,000/- (non-refundable) drawn in favour of IFCI Ltd to be submitted along with the Hard copy of Tender Document with associated documents and Bid security. The receipt of Tender Fee and Bid Security received from IFCI to be uploaded on e- tendering portal. 7 Eligibility Criteria (pre-qualification) Sl. Criteria Documents To be submitted No. 1. The bidder should have a registered office in Certificate of incorporation. India. 2. The bidder Should have minimum 10 years Vendor should have successfully (ending March 2017) of experience in carried out minimum three AMC/FMS supporting/servicing computers, laptops, work of similar and having such large printers. infrastructure during last five years. Should have executed one order of the (Certificates of satisfactory service similar nature, costing not less than Rs. 50 from above three organizations must lakh be enclosed) 3. The bidder must have valid ISO certification Valid copy of ISO in IT services and also ISO certification in IT certification for Infrastructure. a. IT Services b. IT Infrastructure 4. Annual turnover of 100 crores or more in last Self-certified copies of the balance 3 financial years with net profit in at least 2 sheet and profit & loss statement for financial years. the last 3 completed financial years 5. The bidder should have at least five (5) clients, out of which minimum two (2) should 2 references from customer bases be Central Government/State where 300 or more PCs/Laptops are on Government/Public Sector FMS & AMC with the firm. organizations/Autonomous Bodies/ Statutory Bodies. 6. The bidder, who has worked with IFCI in the A letter from competent authority in IT past, shall provide a proof of satisfactory department of IFCI (Head Office) services to IFCI. certifying satisfactory services of the vendor to IFCI. 7. Manpower Strength - The bidder should have Declaration in this regard by minimum two hundred (200) qualified the authorized signatory of support engineers having BE/B.Tech/MCA in The Responder IT/Computer Science/ Electronics & Communication/Electronics or higher on company payroll as on submission of bid. Employed staff should have relevant certifications (CCNA / ITIL ) The bidder shall not be under a Declaration Declaration in this regard by 8. of Ineligibility for corrupt or fraudulent the authorized signatory of practices or blacklisted with any of the The Responder. Government agencies The Bidder to confirm that the bid is not Declaration in this regard by 9. submitted in Consortium as well as Sub- the authorized signatory of contracting The Responder. Indicative SLA’s with along with the Approach Indicative SLA’s & approach note to be 10. Note submitted. Acceptability of all conditions contained in the Declaration by an authorized signatory 11. Tender Document by the Bidder. No further of The Responder. deviations to any mentioned clause shall be sought for. Note: Tenders satisfying the following essential conditions will only be considered for further processing. In absence of the proof of supportive document the tender will not be considered, It may be noted that IFCI will not pay any amount / expenses / charges / fees / traveling expenses / boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses, regardless of the conduct or outcome of the Tendering process. Tenderers are advised to read carefully. 9 Scope of Work The scope of work consists of Comprehensive On-site maintenance of Hardware as specified in Annexure A (Attached).The comprehensive maintenance of hardware of IFCI includes repair/replacement of all faulty systems / parts including fusser assemblies and plastic parts of the printers. The selected vendor shall maintain the sufficient Spares for maintaining required uptime guarantee. In case an equipment/machine is being taken for servicing to service center, the Vendor will provide a stand by equipment and will take prior permission before taking the equipment out. Cost of transportation and insurance of equipment will be borne by the Vendor. The bidder shall provide standby/replacement equipment if any equipment covered under hardware support is taken out of the premises for repairs. The AMC is for a period of 3 year. IFCI offices to be covered under the contract include Delhi (Head Office), Mumbai, Chennai, Hyderabad, Bangalore, Kolkata, Chandigarh, Jaipur, Ahmedabad and Pune. The broad categories of the activities that are to be carried out for “Facility Management Service” (FMS) & “Annual Maintenance Contract” (AMC) of Computer Hardware Equipment’s and other peripherals at various office locations  Maintenance support / facility management includes problem/issues, trouble shooting and correction, service packs, device driver& Firm Ware Upgrades, Systems support like O.S Reinstallation, registration of problems/issues to Original Equipment Manufacturer (OEM) raised the tickets and follow up.  Provide support in day to day operation & monitoring in network related like antivirus, firewall, video conference systems, issues in networking points (includes router, switch, modem, software etc.), link availability as required.  Support for Virtual Local Area Network (VLAN) with Create and monitor Virtual LANs, Working Domains for effective use of network services. This shall also include Inter- VLAN routing as and when required.  Hardening of “Operating System” (OS), closing of all necessary ports, access /authorization control.  Data Backup and Recovery. Keep the back up of latest configuration of various devices and maintaining documentation of all updates.  Assist in IT Asset verification.  Maintain an updated documentation for network Topology – e.g Numbering /Layout, Jack Panel Details, server Rack Jack Panel Details, Rack Elevation, Network Room Layout Data Connectivity Layout etc.  Patch Management: Evaluation of suitability/requirement of Microsoft Windows Servers patches and application of the same on all servers if required.  Preventive Maintenance: Bidder shall conduct preventive maintenance (including but not limited to inspection, testing, and satisfactory execution of all diagnostics. The selected bidder is required to provide a preventive maintenance checklist along with a schedule.  Asset Management: Vendor shall Create Hardware Asset database by recording information like configuration details, serial number, asset code, warranty and FMS details etc. and maintain updated central asset master database at IFCI. Further the vendor shall record all installation of new machines, movement as well as