rfp for annual maintenance (amc) of computer hardware for ... · re: annual maintenance (amc) of...

12-Nov-2020

Confidential LIC Housing Finance Ltd. of 57

Ref: LICHFL/CO/IT/2020-21/RFP-007

RFP for Annual Maintenance (AMC) of Computer

Hardware for LIC HFL

TENDER DOCUMENT

(Dated: 12th November 2020)

Last Date for submission- 26th November 2020

(Annual Maintenance (AMC) of Computer Hardware for LIC HFL)

(Participation in this Bid will imply that the Bidder has accepted all the terms and conditions of this Bid

document)

12-Nov-2020


Disclaimer:

1. This document is being issued in order to enable the vendors to make a proposal for Annual Maintenance (AMC)

of Computer Hardware for LIC Housing Finance Ltd. within the scope mentioned. This document does not constitute

nor should be interpreted as an offer or invitation

2. This RFP is an open RFP open to all the vendors who have the solution as per requirement.

3. This document is meant to provide information only and upon the express understanding that recipients will use

it only for the purpose set out above.

4. By acceptance of this document, the recipients agrees that any information herewith will be superseded by any

subsequent written information on the same subject made available to the recipient by or on behalf of the

Company. Company undertakes no obligation, among other, to provide the recipient with access to any additional

information or to update this document.

5. Company reserves the right to (i) make necessary changes in the terms of the RFP, and (ii) reject any or all RFP

responses without assigning any reason thereof. Company reserves the right, at any time, to change the procedure

for the selection of or any part of the interest or terminate negotiations or the due diligence process prior to the

signing of any binding agreement. Company reserves the right to cancel the RFP process at any time without penalty

and without incurring any financial obligation to any Bidder or potential Bidder.

6. The recipients should carry out an independent assessment and analysis of the requirements of and of the

information, facts and observations contained herein. The recipients are expected to examine all instructions,

forms, terms & conditions and technical specifications in the RFP Documents. Submission of responses, not

substantially responsive to the RFP Documents in every aspect will be at the vendor’s risk and may result in rejection

without further reference to the vendor. Submission of RFP response shall be deemed to have been done after

careful study and examination of the RFP Document with full understanding of its implication.

7. This document constitutes no form of commitment on the part of the LIC Housing Finance Ltd. Further, this

document confers neither the right nor an expectation on any party to participate in the proposed process.

12-Nov-2020


To, Dear Sir/Madam, Re: Annual Maintenance (AMC) of Hardware for LIC HFL Offers are invited AMC of Hardware at our offices. The items and their specifications are as detailed in the Annexures A.5,A.6 The vendors will have to participate in the online reverse auction and they will have to abide by the e-business rules framed by LIC Housing Finance Ltd. All the Annexures and supporting documents should be duly signed with Company seal and should be submitted on or before date required. Those who do not submit these documents (completed in all respects) in time shall be disqualified from this bidding process. Any notice by one party to the other pursuant to the Contract shall be sent by fax/e-mail/letter and confirmed in writing to the address specified for that purpose in the Contract. All communications shall be addressed to

The General Manager (IT), LIC Housing Finance Ltd. Registered Office, 45/47, Bombay Life Building, Veer Nariman Road, Fort, Mumbai– 400 001 Email id: [email protected].

Yours faithfully, General Manager (IT) LIC Housing Finance Ltd.

12-Nov-2020


PART A

INVITATION OF BID

A.1 Eligibility Criteria

S.No Qualification Criteria (to be submitted by winning bidder) Required Details

1 Average of Turnover for the last three years should be 50

Crores or more.

Audited Balance Sheet

2 The bidder and its child should be a registered company as

per Companies Act, 1956, in operation continuously for the

last 5 years. Copy of registration certificate should be

enclosed in support of the above.

Attach Registration No. MOA and Articles

of Associations

3 The Bidder should have minimum 5 years of experience in

the area of IT Facility Management Service and maintaining

IT equipment’s with similar organizations etc. With same

magnitude and complexity of work. The bidder should have

experience in working with Windows, Desktop and Server

Operating Systems.

Have deployed IT management tools like Service Desk,

Network and Server Monitoring, asset management

and patch-management for 2000 nodes or larger

setups. Please specify.

Have managed more than 5000 IT assets which span

across PAN India? If yes, which is the software? Please

specify.

Have managed service desk for more than 300

branches? Please specify.

Have remote infrastructure management facility?

Please specify.(Tools)

Copies of Work Orders/relevant

document as proof, Completion

Certificate for relevant submitted

order/Purchase order.

4 The bidder shall have relevant Quality Certification of ISO

20000, ISO 27001 and ISO 9001 and ’ITIL Certified’ resources

relevant for Computer Systems, LAN,WAN,IT Security,

Facility Management of IT infrastructures and IT services.

Copies of Work Order/certifications.

5 The bidder should meet all statutory compliances for

manpower deployment and service support.

Proof for Salary slips, PF, ESIC, Bonus, etc.

to be submitted confirming the

compliance

6 The bidder should have relevant certification for GST

payments

Copies of the Certification to be

submitted

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A.2

(i) The schedule is subject to change and notice in writing of any change will be provided where feasible.

(ii) Bidders are requested to give bids in accordance with the terms and conditions contained herein.

Evaluation criteria and evaluation of the responses to the RFP will be entirely at Company’s

discretion. The Company’s decision will be final and no correspondence about the decision will be

entered into.

(iii) Bidders are advised to study the RFP Document carefully. Submission of RFP shall be deemed to have

been done after careful study and examination of the RFP Document with full understanding of its

implications. Sealed RFP prepared in accordance with the procedures enumerated in the RFP

Date Schedule of Various RFP related events :

1. Start date of Commencement of

issue of RFP documents.

12-Nov-2020

2. Last date for receipt of queries from

interested companies

19-Nov-2020

3. Pre Bid Meeting with all vendors 20-Nov-2020 2:00 pm

4. Last date for reply to queries

received.

21-Nov-2020

5. Last date for Submission of Bids. 26-Nov-2020

6. Date of opening of Technical Bids 27-Nov-2020

7. Reverse Auction Will be intimated later

7.

Addressee and

Office Address for

Communication/Place of

issue/submission and opening of

RFP Document.

General Manager (IT),

LIC Housing Finance Ltd.

45/47, 2nd Floor, Bombay Life Building,

V.N. Road, Fort

Mumbai – 400001

8. Bid Validity Period Bids must be valid for 180 days from the date of opening of the

Bids.

9.

Name of the contact person for any

clarification




V.N. Road, Fort

Mumbai – 400001

Email : [email protected]

10. Bid Submission BIDS TO BE SUBMITTED IN ENVELOPE MARKED AS :

Envelope: “ RFP 007 for Annual Maintenance (AMC) of

Computer Hardware for LIC HFL”.

mailto:[email protected]

12-Nov-2020


Document should be submitted to the Company not later than the date laid down, at the address

given in Schedule mentioned above.

A.3 RFP related Terminology

Definitions

Throughout this RFP document, unless inconsistent with the subject matter or context: 1. Bidder/Proponent/Prime Proponent/Vendor – A firm submitting bid in response to this RFP.

2. Company/Purchaser - Reference to “the Company” and “Company” and Purchaser shall be determined in

context and may mean without limitation “LIC Housing Finance Ltd.“

3. Proposal/Bid – the Bidder’s/consortiums written reply or submissions in response to this RFP.

4. Reverse Auction – Qualified bidders will participate in reverse auction for final selection.

5. Solution/Services/Work/System – “Solution” or “Services” or “Work” or “System” or “IT System” means all

services, scope of work and deliverables to be provided by a Bidder as described in the RFP document and include services ancillary to the provision of technical assistance and other obligation of the vendor covered under the RFP.

6. ITB – Instructions to Bidders as Contained in PART-C.

7. Supplier/Contractor: Selected Bidder under this RFP.

8. “Contract” means the Agreement entered into between the select bidder along with the Company

including all attachments and annexure thereto, the RFP document, proposal and all annexure thereto and the agreed terms as set out in the bid, all documents incorporated by reference therein and amendments and modifications to the above from time to time.

9. “Deliverables” The project shall be deemed to have been completed when the selected bidder has

submitted its reports on the items mentioned in the scope of work. The application developed as per Scope of Work mentioned in Part B, subject to the conditions mentioned in “Conditions of Contract” D.4, in the Production environment of the company and is running successfully. The Technical & Process documents including Requirement Study, User Manual, Technical Manual and any other documentation related to the applications will be the part of deliverables.

10. Initiation/Kick off – Initiation means the actual start of Business Requirement Study.

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A.4 RFP Methodology

The methodology proposed to be adopted will be as follows:

A.4.1 The bidder will have to submit both technical and financial bid in two separate envelopes and all the two bids

are to be placed in one bigger envelop and must be sent at the address mentioned in Schedule A3 Date Schedule

of Various RFP related events . The Bid will be opened on the date prescribed in Schedule A3 Date Schedule of

Various RFP related events.

A.4.2 Company reserves the right to accept or reject in part or full any or all the bids without assigning any reason

whatsoever.

A.4.3 Company reserves the right to re-issue / re-commence the entire bid process in case of any anomaly,

irregularity or discrepancy in regard thereof.

A.4.4 Before bidding, the Bidders are requested to carefully examine the RFP documents and the terms and

conditions of the contract thereof, and if there appears to be any ambiguity and / or discrepancy between any of

the RFP documents they should forthwith refer the matter to Company for necessary clarifications.

A.4.5 Key Evaluation Parameters as stated in this Document.

The Criteria for qualification of bids would include: I. Company expects a detailed plan of action and process methodology to implement the proposed solution

II. The Vendor should have undertaken similar works on projects and related experiences. III. Eligibility Criteria mentioned in A 1.

The evaluation will be based on the material submitted as RFP response by the bidder, reference site details &

presentation as and when required.

A.4.6 Technical qualified bidders will participate in reverse auction for final selection.

12-Nov-2020


Part B

Scope of Work

A. Centralized IT Service Desk

Objective

The performance of a service desk is an indicator of the overall health of an organization’s IT. As well as

being a key business function, the service desk enables organizations to thrive. Service desks need to

ensure that their services are clearly defined and aligned with business needs. The service desk is a single

point of contact (SPOC) for end users who need assistance/help.

The primary aim of the service desk is to restore the normal service to the users as quickly as possible. In

this context restoration of service is meant in the widest possible sense. While this could involve fixing a

technical fault, it could equally involve fulfilling a service request or answering a query – anything that is

needed to allow the users to return to working satisfactorily.

Managing VIP users are always critical to LICHFL. A VIP user may be a normal users but whose work is

critical to business production.

Specific responsibilities will include: • Logging all relevant incident/service request details, and allocating categorization and prioritization

codes

• Providing first line investigation and diversion of call.

• Escalating incidents/service requests that the service desk cannot resolve within agreed timescales

• Conducting user satisfaction call backs/surveys as agreed.

• Communication with users – keeping them informed of incident progress, notifying them of impending

changes or agreed outages, etc.

• Call abundance should not be more than 2% of the total volume.

• Email response of any email within maximum by 1 hrs.

Users may use the following access channels to log their incidents or support requests with the service

desk:

• Call logging tool. (Web module & Mobile App) • Email • Telephone call

The Service/Support Window: Monday - Saturday: 9:00 AM to 6:00 PM. Extended Support to be provided on Month-

End.

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Key Activities and responsibilities:

• Bidder need to align their resources to handle incoming phone calls , mail & web portal calls and for

the vendor management.

• Provide Single Point of Contact (SPOC) assistance for the all IT infrastructure management services

across LICHFL branches, and provide first level call resolution.

• Log service request / incidents for the service requests received via call logging tool, phone and emails.

• Prioritize the incidents as per the defined Severity matrix,

• Monitor the service desk tool for open and pending tickets.

• Categorize and assign the service tickets to appropriate technical group and align to respective

severity.

• Follow-up with technical team towards service ticket status and manage internal / external

notification and escalation.

• Track cases till resolution.

• Update incident status to users periodically & as per the communication standards of LICHFL as and

when the status changes.

• Co-ordinate with vendors and carry out escalation when appropriate and required. Project Manager

should involve actively in getting the work done from the respective vendors.

• Generate and discuss daily, weekly and monthly report to the relevant authorities within LICHFL as

per the reporting schedule and structure.

• Project Manager needs to analyze the calls and come up with suggestions for improvements to

increase the service levels.

• Project Manager needs to update LCIHFL - Infra team on the Severity 1 Calls / Incidents and their

status.

• Provide service delivery attributes like engineer visit note, activity completion note at end user desk

with current status of call logged, notifications if any.

• Service provider will arrange engineer to dismantle and installation of IT assets in internal shifting of

branches as on when requirement comes up from region. (Transportation of IT assets is not under

service provider’s responsibility).

• Evaluation of service desk and engineer has to be conducted once in 6 months.

• End User support & Assistance (Answering queries related to hardware / software related issues

features and usage).

• Coordinate and follow up with the vendors for escalated incidents and problems.

• Call abundance should not be more than 2 % of total volume & any email response within 2 hours.

Deliverables:

Following reports should be generated using the Service desk tool; a. Call logging and assigning to engineer within 4 min.

b. Monthly - Incident reports.

c. Monthly - Service Level compliance report.

d. Daily - Pending & closed calls reports.

e. Monthly – Call Analysis report

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B. Remote Support Team

To provide support to all IT asset across LICHFL branches which includes Desktops, Laptops, Printers,

Scanners, Switches, and Networking devices.

Support includes recommendation, specification, installation, testing, and troubleshooting of

computer systems and peripherals within established LICHFL standards/policies and industry best

practices.

Remote Support clients access the service through the Service Request Portals, which allows the client

to quickly and easily notify their support team of the issue and level of urgency. If the primary

technician is unavailable or assisting another client, other technicians from the team can quickly

respond.

The Service Provider shall use remote control tools as preliminary mode of remote problem

resolution, wherein engineers shall take control of user systems for resolving incident remotely first

for maximum 30 minutes effort subsequently call will be transferred for field FMS support and

engineer visit the end user if incident /service request is not resolved remotely with 30 minutes.

Remote support team know as Central help desk will be managed by bidder at LICHFL Data Center

premises, Mumbai. Team will be adequately sized to match SLA and best service practices. Stationed

support engineer will provided at Corporate Office of LIC HFL, Mumbai to service VIP customers.

Key Activities and responsibilities:

1. Software Support on:

PC, Laptops, Printers, Switches, LAN, Applications, Proxy, AD, OS and any other peripherals /

systems.

Escalation of calls to relevant person / vendor after first level problem Isolation.

2. Workplace/ Desktop Management:

Install / support / maintain / trouble shoot various software and telephonic support to hardware.

Provide OS level support

Define and resolve problem alerts.

Patch installation/updation and management in consultation with Corporate Office.

Anti-Virus installation/updation and management

Add system to domain.

Installing Microsoft Office, Symantec Antivirus, Microsoft System Centre and other software as required by the LICHFL. License Key will be provided by LICHFL.

Installing/ reinstalling/repairing Operating system.

Taking back up before installation of Operating system as required and restoration if required,

12-Nov-2020


Installing and Configuring MS-Outlook.

Checking and Cleaning of logs of the system.

Configuring Settings of Internet explorer for proper functioning of the In house Applications.

Adding the Printer to the network.

3. Mail Management Client Level Support:

Management of Mail clients Install, configure, troubleshoot & upgrade on E Mail Software.(Eg. MS Outlook)

Provide support for mail clients and establish email connectivity

E-Mail support on handy connected devices. Eg- IPad , IPhone, TAB, Mobile, etc. Approx. no. of mailboxes with LICHFL 2000.

4. LAN Network Management:

Troubleshooting related to LAN connectivity up to switch/router level. L1 level support to be provided

telephonically. In case issue is not solved telephonically, an onsite resource to be sent for diagnosis.

Fault Management - Detection, isolation and diagnosis of network faults and get them resolved through

maintenance service.

Liaising with Central network management team for any performance/network equipment related

issues.

5. Antivirus Management:

Antivirus Management at end user.

Machines to be updated as and when requirement comes from centralized team.

6. User Management/ AD Management / Relay server (ITAM):

Creation and deletion of Users-Coordination

Management of User Accounts

Addition or Updation of Group Policies as communicated from Corporate Office.

Relay servers or distributed server to be maintained at branch level which is use for distributing purpose.

Approval Mails will be sent to Service Desk for User Creation.

7. Any other IT related activities for which the person would be duly guided and / or trained by LICHFL

• Following reports will be submitted as per agreed frequency. a) Repeated call analysis report – on daily & weekly basis, b) Response and resolution performance report – Monthly,

• Resolution of all desktop related calls as per Service Level Objectives defined

• First call resolution (FCR) from Remote Support is to be 85% and FCR to be resolved within 30

minutes from call reaching to remote support engineer. Any call crossing 30 minutes should

be dispatched to field FMS support by Remote team.

• The productivity for remote support engineer is to be delivered as per below.

12-Nov-2020


Roles Response Time

TAT for

Resolution

Average

Hold Time

Approximate calls

per month

Remote Support Engineer 10 min 30 Min 30 min 300

C. IT Vendor Management.

Objective:

Vendors in this scope means:

a. LICHFL engaged some other vendor to supply IT equipment and these devices/ equipment are under warranty

b. Few special types of equipment under AMC and support with OEM or third parties such as Firewalls/Load Balancers/Core Switches/Servers etc.

It’s always better to have a single point of contact to manage all the vendor related issues. LICHFL expects

the bidder to take entire ownership for Vendor related call handling. This would mean right from the call

being logged to following up with the respective vendors and checking that they adhere to their SLAs. We

can also evaluate all the vendors using a common reporting systems and dashboards.

Activities & Responsibilities: • Maintain database of the various vendors with details like contact person, telephone number,

escalation matrix, response time and resolution time commitments.

• Log calls with vendors to report on failure of hardware.

• Coordinate with the vendors and track the problems till they get resolved.

• Escalation of unresolved problems to vendor and LICHFL.

• Coordinate with vendors to ensure that the calls logged with them are responded onsite by vendor and resolved within the times stipulated in their maintenance contract entered into with LICHFL measured on a monthly basis. Data for the same will be generated through service desk.

• Measure response time, resolution time of the calls logged, analyze and report Service Level adherence by vendor.

• Follow up for the arrangement of quotation against chargeable items/spares & Consumables.

• Tracking of calls in physical damage cases and obtain the approval from LICHFL support manager with submission of call report and snapshot of damaged part.

Deliverables:

• Monthly vendor wise call report,

• Monthly vendor performance report,

• Monthly Service Level violation report.

12-Nov-2020


D. AMC of Hardware:

Repair and maintenance of the hardware which includes Desktops, Printers and file Servers that are

present in LICHFL Offices. AMC will include

Desktops: All the parts of the computer desktop including CPU, Monitor, keyboard and mouse etc.

Printers: All the parts of the printer including logic card, fuser assembly and all others cards and peripherals. Exclusions printer cartridges.

Laptops : All the parts of the Laptop excluding battery and adaptor.

Servers : All the parts of the servers including CPU, Monitor, keyboard and mouse etc.

Resolution: In class A cities (Tier 1 and Tier 2 cities) for Hardware related calls the call logged should be

resolved before end of next business day. For remote locations call logged should be resolved within 2

business days. For Desktops major parts replacement which include Hard Disk, Mother board and SMPS

one additional business day for resolution. For Laser Printers Fuser assembly and Logic Cards one

additional business day for resolution. Saturday will be taken as a business day.

Resolution should be provided within the time stipulated or will attract a penalty as mentioned below.

Resolution will be in the form of repairing of the unit or providing an equivalent stand by unit will be

provided by the AMC vendor. In case the asset is not repairable provide an equivalent stand by unit in

lieu of the asset under AMC. If the asset is not found to be equivalent then penalty will be charged as per

the rules mentioned.

Penalty: Deviation on the above commitment would attract penalty as below:

o For Servers – Rs. 500/- per day delay

o For Laptops – Rs. 200/- per day delay

o For Printers – Rs. 100/- per day delay

o For Desktops– Rs. 100/- per day delay

E. Preventive Maintenance:

Branch Visit for Preventive Maintenance once every year and submission of report. In case the PM is

not carried out during the stipulated time as penalty for the same will be applicable.

Preventive

Mantainence

Period in which PM to be

completed

Last Day for Submission of report

Visit Period 1st Apr – 31st Jul 20th August

Preventive maintenance will include:

Checking that all the hardware are running on UPS power and Not on Raw Power.

Updating required operating system patch

Ensuring Antivirus is install and having the latest update/antivirus definition.

Check if the system is in domain.

Check that Client Software is installed.

12-Nov-2020


Blocking of Admin access to the User, changing the Admin password as per instructions from corporate office IT Department.

Checking and Cleaning of logs of the system.

For Printers checking that the printer is properly installed and functional.

Printers adding to the network.

Servicing of printers at the time of breakdown.

The table below indicates the various maintenance activities:

Sr. No Type of Maintenance Equipment Periodicity

01 Preventive Computers/ Workstations/Laptop As per schedule

03 Preventive Printers/ Keyboard Mouse As per schedule

04 Preventive Virus Scanning & Cleaning (Servers/

As per schedule Clients)

05 Preventive Virus Update (Servers /Clients) As per schedule

07 Predictive Base on prefailure warning As & When required

08 Predictive System Batteries As per Battery Life

09 Predictive Virus Protection Virus Update

Base on threat (Server Clients)

10 Repairs & Service All Equipment Fault Based

11 Virus Cleaning Virus Update (Servers / Clients) Infection based

PREVENTIVE MAINTENANCE / GENERAL CLEANING REPORT

Employee Name _____________________________________________________________

Designation __________________________________________________________________

Department __________________________________________________________________

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Date Time of Cleaning / Preventive Maintenance ________________________

Date / Time of receipt of Item after Cleaning / Preventive Maintenance ________________________________________________________________________________

Cleaning / Preventive Maintenance done on the following machines and Peripherals.

RO BO Office name

Date of PM

Machine Sr. no.

IP addr Host name

Mac Addr

UPS power

Internal cleaning

OS System patch

Installed

Antivirus

update

In Domain

Cleaned system

logs

Admin access blocke

d

1

2

3

4

Signature of service personnel

SIGNATURE OF

IT –Coordinator

Penalty: Deviation on the above commitment would attract penalty of Rs.100/- hardware device covered

under AMC for each week of delay.

During the PM Activity if any issue is reported for the asset a call for corrective maintenance should be

logged with the respective AMC/Warranty vendor. Any deficiency in service will attract penalty as per the

AMC terms and conditions mentioned in Part D. AMC of Hardware.

Tool to provide the following functionality Tool should be ITIL certified, enterprise grade and provides comprehensive IT Service Management. The tools should be capable to manage service operations and ensure guaranteed service delivery to its customers as per the service level goals set. Tool should have the following features:

Incident Management: Submit Incidents through Web Portal, Email, SMS or Monitoring Tools.

Categorize Incidents based on Service, Category, and Subcategory and manage them till resolution against SLA. Ensure that service operations team adheres to the process by modelling workflow based on your organization process.

Problem Management: Identify and submit frequently occurring issues as problems; perform Root Cause Analysis and understand Business Impact. Manage problems effectively to reduce Incident volume and service downtime.

12-Nov-2020


Change Management: Manage the Changes in your mission critical business operations environment via well-defined change management process. Request for Change (RFC) can be created with clear impact analysis, schedule, impact of not changing, back-out plan and Change approval board (CAB) permissions to be sought. Upon approval, can be tracked till successful

Request Fulfilment / Service Requests: Enable end users to request services directly and allows service operations to fulfil the requests effectively upon due approvals, etc. Self Service Portals, Service Catalogue and Quick Ticketing Templates offer easy to use interfaces and enhance overall experience.

Quick Ticketing Template 1. Define various Quick Ticketing Templates based on common Incidents or Service Requests 2. Allows end user to submit Incidents or Service Request accurately upon a click

Service Catalogue 1. Publish the list of IT services that is offered to the end users 2. Comprehensive information capture like description of the service, scope of the service, what is

covered and not covered by the service, service owner, service availability duration, status, etc. 3. Complete picture of the service details offered to users, with a facility to access the services

SLA Management and Monitoring 1. Define Multiple SLAs based on different life-cycle or process of Incident / Service requests 2. Ability to stop the SLA timer during certain periods (definable like end user not available, awaiting

approval, etc.) 3. Define business hours policies and associate them with SLA 4. Define holidays profiles and associate them with SLA 5. Multi-level Pre SLA violation notification through Email and SMS 6. Multi-level SLA violation escalations through Email and SMS 7. Monitor the actual service delivery time against the committed service delivery time to gauge the

compliance to the committed SLA

Mobile Helpdesk Client 1. Supports wide range of Mobile OS like Android, Windows and IOS using HTML5 2. Ability to perform the following: 3. Sign-In to the Service Desk Portal 4. Submit tickets 5. Context Sensitive Dashboard with vital information 6. Perform state changes (assign/approval) 7. Sign-In/ Sign-Out facility for technicians to publish their availability

Asset Life Cycle Management Provides One Solution for All Stages of IT and non-IT Asset Management and enables to perform vital activities in each stage of an Asset. Procurement, Deploy and Discover, Maintain, Support, Retirement and Disposal

User Surveys 1. Create your own user survey forms with own set of Questions and Answers 2. Circulate user survey periodically for a stipulated time period on end user screen or through e-mail. 3. Analyze user survey responses through dashboards and reports.

Hierarchical Escalation 1. Hierarchically escalate the service desk record to a higher level by a service desk engineer which can

be performed at any point of time during the life cycle of a process. 2. User Escalation: Manual trigger of hierarchical escalation, if the user is not satisfied with the

resolution or with the progress of the service desk record 3. SLA Escalation: Automatic escalation triggered when the process violates the configured SLA and

results in SLA breach 4. Priority Escalation: Automatic escalation triggered to notify the priority of the request when the

priority of the record changes

12-Nov-2020


PART C

INSTRUCTIONS TO BIDDERS

(ITB)

C.1 Cost of Bidding

C.1.1 The Bidder shall bear all costs associated with the preparation and submission of its bid and Company will in

no case be held responsible or liable for these costs, regardless of the conduct or outcome of the bidding process.

C.1.2 The Company is not liable for any cost incurred by bidder in replying to this RFP, presentations etc, regardless

of the conduct or outcome of the bidding process.

C.1.3 The bidder shall have to pay a bid security/ EMD of Rs. 1,00,000/- (Rupees One Lac only) at the time of

submission of bid in the form of a Demand Draft / Pay Order issued by a nationalized / scheduled bank located in

India drawn in favour of “LIC Housing Finance Limited” payable at Mumbai.

C.2 Content of Bidding Document

C.2.1 The bidding document provides overview of the requirements, bidding procedures and terms & conditions.

It includes Introduction, Instruction to Bidders (ITB), Scope of Work and terms & conditions.

C.2.2 The Bidder is expected to examine all instructions, statements, Forms, terms and specifications in the bidding

documents. Failure to furnish all information required by the bidding documents or submission of a bid not

responsive to the bidding documents in every respect will be at the Bidder’s risk and may result in rejection of his

bid.

C.2.3 While the Company has made considerable effort to ensure that accurate information is contained in this

document, the information contained in this RFP is supplied solely as a guideline for Bidders.

C.2.4 Confidentiality: The contents of this document and the supporting documentation are confidential to

Company and are provided solely for the purpose of response to the RFP.

C.2.5 Address for Correspondence: The bidder shall designate the official mailing address, email address, place and

fax number to which all correspondence shall be sent by the Company.

C.3. Clarification of Bidding Documents

C.3.1 Bidder requiring any clarification of the bidding documents may notify the Company in writing or by mail. The

Company will respond to any request for clarification of the bidding documents which it receives as per the dates

mentioned in Schedule A3. Written copies of the Company’s response (including an explanation of the query but

without identifying the source of the inquiry) will be sent to all bidders, which have received the bidding documents.

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C.3.2 Any questions concerning this RFP must be submitted in writing on or before 19-Nov-2020 to:




V.N. Road, Fort

Mumbai – 400001

C.3.3 No requests for clarification will be accepted by telephone.

C.3.4 If a Bidder discovers any significant ambiguity, error, conflict, discrepancy, omission, or other deficiency in

this document, the Bidder should immediately notify the above official of such error and request modification or

clarification of the RFP document.

C.4. Amendment of Bidding Documents

C.4.1 At any time prior to the deadline for submission of bids, the Company may, for any reason, whether at its

own initiative or in response to a clarification requested by a prospective participant bidder, modify the bidding

document by amendment.

C.4.2 All the bidders in this bidding process will be notified of the amendment in writing or by email and will be

binding on them.

C.4.3 In order to allow the participant bidders reasonable time in which to take the amendment into account in

preparing their bids, the Company, at its discretion, may extend the deadline for the submission of bids.

C.4.4 Company may at any time during the bidding process request the bidder to submit revised Commercial Bids

and /or Supplementary commercial bids or some additional documents/submissions without thereby incurring any

liability to the affected bidder or bidders.

C.4.5 Please note that prices should not be indicated in the Technical Bid and should only be indicated in the

Commercial Bid. However a blank Commercial Bid, i.e., the commercial bid without prices should necessarily be

included with the Technical Bid. This would provide idea about the components for which the commercials are

quoted.

C.5. Marking & Sealing of Bidding Documents

C.5.1 The covers containing the Technical Bid and Commercial bid should be marked appropriately with the RFP

subject , reference number , due date.

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C.5.2 The cover should indicate clearly the name, address and telephone number of the Bidder.

C.5.3 Each copy of the bid should be a complete document and should be bound as a volume. The document should

be page numbered and appropriately flagged and must contain the list of contents (Index) with page numbers. C.5.4 Technical Bid shall be placed in a sealed envelope clearly marked Technical Bid and the Financial Bid shall be placed in a separate sealed envelope clearly marked Financial Bid and warning "Do not open with Technical Bid".

C.5.5 The envelopes shall be addressed to the Company at the following address

General Manager (IT)



V.N. Road, Fort Mumbai – 400001

C.5.6 Telex, Email or fax bids will be rejected.

C.6 Documents Comprising the Bids

The bid prepared by the Bidder shall comprise the following components:

C.6.1 Technical Bid – The Technical Bid shall comprise of the following: a) Annexure A.1 Information about the Bidder

b) Annexure A.2 Letter of Submission

c) A Demand Draft / Pay Order of Rs. 1,00,000 towards bid security/ EMD

d) Financial Reports P&L statement and Balance Sheets for last 3 years.

e) Copy of registration certificate should be enclosed.(The bidder and its child should be a registered

company as per Companies Act, 1956, in operation continuously for the last 5 years.)

f) Copy of Purchase Order / Work Order. One of the work Orders should be minimum 5 years old showing

experience in the area of IT Facility Management Service and maintaining IT equipment’s with similar

organizations etc. With same magnitude and complexity of work. The bidder should have experience in

working with Windows, Desktop and Server Operating Systems.

g) Self-Declaration that the bidder meets all statutory compliances for manpower deployment and service

support.

h) Details of Existing support Infrastructure in execution of similar work in State / Central Government

Departments / PSU/ Any Reputed Pvt. Org. Supporting documents with location details / address / phone

Nos. to be submitted. Mere presence of personnel in a customer site would not be considered as IT

Infrastructure services presence

i) Details of ISO 9001:2000 standard/certified process framework and FMS division and remote

management center / NOC

j) Copies of ISO 27000 certification for security & ISO 20000 certification

k) Letter of Partnership from OEM showing Direct Partnership with original Equipment Manufacturers-

Microsoft/ Cisco/ HP/ Dell/Acer/IBM (Minimum three OEMs).

l) Self-Declaration for details of Technical support resources on Pay-roll

m) Self-Declaration for providing ITIL Resources for service desk management.

n) Service Presence near to locations where LICHFL is having Branches. Provide Service Centers and their

proximity to the LICHFL Branches

o) Details of the Proposed Solution covering the following aspects for AMC Deliverables:

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p) Service Methodology and approach. Call Response/Resolution Time / User Satisfaction. Call-flow &

Escalation Management, SLA Commitment and Management Process Tool factored for Call management,

SLA and Asset Management - ITIL V3 compliant Service Desk and Asset Lifecycle management. With Tool

Capabilities

q) An undertaking from the bidder that the bidder is complying with all the conditions of the terms &

conditions and Technical specifications of the bidding document as no deviation will be acceptable to the

company.

r) Undertaking from the Bidder, confirming his unconditional acceptance of full responsibility for executing

the ‘Scope of work’ and meeting all obligations of this Bid

s) Annexure A.4 Details of Litigation(s)

t) Non-disclosure Agreement as per Annexure A.3

u) ANNEXURE A.7 Blank commercial Format Price Schedule

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Technical Evaluation Criteria for qualifying bidders

Function Max. Rating

A Organization Profile 25

1 Existing support Infrastructure in execution of similar work in State

/ Central Government Departments / PSU/ Any Reputed Pvt. Org.

Supporting documents with location details / address / phone Nos.

to be submitted. Mere presence of personnel in a customer site

would not be considered as IT Infrastructure services presence

5

2 ISO 9001:2000 standard/certified process framework and FMS

division and remote management center / NOC

5

3 ISO 27000 certification for security & ISO 20000 certification 5

4 Total no of experience in the area of IT Facility Management Service

and maintaining IT equipment’s with similar organizations.

1 Marks for each completed year 10

B Financial Profile 15

1 Turnover per annum (Of Bidder or its parent/ subsidiary company)

as mentioned in Eligibility criteria): Min 50 Crores

2

>100 crores 3

> 300 Crores 5

2 Profit Making Organization for last 3 years*( FY 2013-14, FY 2014-15,FY

2015-16)

5

3 Experience in executing Large IT Infrastructure Management

projects with a minimum value of 50 Lac.

5 Projects 2

7 Projects 3

10 Projects 5

C Technical Capability

25

1 Direct Partnership with original Equipment Manufacturers-

Microsoft/ Cisco/ HP/ Dell/Acer (Minimum three OEMs)

5

2 >1000 Technical support resources on Pay-roll 5

3 >= 75 ITIL Resources 5

4 Service Presence near to locations where LICHFL is having Branches

( >=150 )

10

D Technical Solution Proposed

35

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1 Service Methodology and approach 5

2 Call Response/Resolution Time / User Satisfaction Call-flow & Escalation Management SLA Commitment and Management Process

3 2 5

3 Tool factored for Call management, SLA and Asset Management -

ITIL V3 compliant Service Desk and Asset Lifecycle management

5

4 Tool Capabilities

100% Compliance

Mobile App for ticketing and tracking

Boats for process automation like password reset, remote

installation, printer configuration etc.

4

3

3

5 ITIL Certified Staff for Service Management 5

Maximum Technical Score (A+B+C+D)

100

Minimum Qualifying Criteria for Technical bid is 75% marks.

(Financial bid will be opened only for the bidder who qualified technical bid).

C.6.2 Financial Bid – Financial Bid will comprise of:

(a) Commercial Bid: Price Schedule for implementing the application with the time schedule.

(b) The applicable tax components should be mentioned in the Commercial bid

(c) The Bidder shall complete the Bid Form and the appropriate Price Schedule furnished in the bidding

documents, including the description of the proposed solution

(d) Statement of commercial deviations from Terms & conditions, if any.

C.7 Bid Prices

1. The Bidder shall indicate the price in the Price Schedule for implementing the project along with taxes

mentioned separately.

2. Prices quoted by the Bidder shall be negotiated and fixed during the award of the Contract and not subject

to variation on any account subject to ITB Clause C 22.1

3. The commercial bid should clearly indicate the price to be charged without any qualification whatsoever

and should include all taxes( sales, service etc ) , duties (excise, customs etc ) , octroi, fees, levies, works

contract tax and any other charges as may be applicable in relation to the activities proposed to be carried

out. It is mandatory that such charges wherever applicable/payable should be indicated separately.

4. However, should there be a change in the applicable taxes, Company reserves the right to negotiate with

the Bidder.

5. Company reserves the right to review and negotiate the service and maintenance charges payable at the

beginning of each year or at any time at the request of the Company whichever is earlier to incorporate

downward revisions as applicable and necessary.

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C.7 Period of Validity of Bids

C.7.1 Bids shall remain valid for 180 days after the date of technical bid opening prescribed by the Company. A bid valid for a shorter period shall be rejected by the Company as non-responsive.

C.7.2 In exceptional circumstances, the Company may solicit the Bidder’s consent to an extension of the period of validity. The request and the response thereto shall be made in writing (or by fax). A Bidder granting the request will not be required nor permitted to modify its bid.

C.8 Format and Signing of Bid

C.8.1 The Bidder shall prepare the Technical Bid and Financial Bid separately, clearly marking each "Technical Bid" and "Financial Bid", as appropriate. Bidder should submit two well bounded paper copy of response with all annexure and one soft copy of response on a non-re-writeable CD.

C.8.2 The bid shall be typed and shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the terms & conditions of the RFP. The later authorization shall be indicated by written power-of-attorney accompanying the bid. All pages of the bid shall be initialed by the person or persons signing the bid.

C.8.3 COVER LETTER/BIDDER CERTIFICATIONS: Include here any cover letter included with the bid and those certifications required for submittal of a proposal. Proposals submitted in response to this RFP must be signed by the person in the bidder’s organization who is responsible for the decision as to the prices being offered in the bid or by a person who has been authorized in writing to act as agent for the person responsible for the decision on prices. Each bid shall stipulate that it is predicated upon the terms and conditions of this RFP and any supplements or revisions thereof. By submitting a signed proposal, the bidder’s signatories certify that in connection with this procurement:

The bidder’s organization or an agent of the bidder’s organization has arrived at the prices in its bid without consultation, communication or agreement with any other respondent or with any competitor for the purpose of restricting competition,

The prices quoted in the bid have not been knowingly disclosed by the bidder’s organization or by any agent of the bidder’s organization and will not be knowingly disclosed by same, directly or indirectly, to any other respondent or to any competitor, and

No attempt has been made or will be made by the bidder’s organization or by any agent of the bidder’s organization to induce any other person or firm to submit or not to submit a bid for the purpose of restricting competition.

C.9 Deadline for Submission of Bids

C.9.1 Bids (Technical and Financial) must be received by the Company at the address specified under ITB Clause

C.5.5 no later than 26-Nov-2020. In the event of the specified date for the submission of Bids being declared a

holiday for the Company, the Bids will be received up to the appointed next working day.

C.9.2 The Company may, at its discretion, extend this deadline for submission of bids by amending the bid

documents in accordance with ITB Clause C.4, in which case all rights and obligations of the Company and Bidders

previously subject to the deadline will thereafter be subject to the deadline as extended.

C.10 Late Bids

C.10.1 Any bid received by the Company after the deadline for submission of bids prescribed by the Company will

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be rejected.

C.11 Modification and Withdrawal of Bids

C.11.1 The Bidder may modify or withdraw its bid after the bid’s submission, provided that written notice of the

modification or withdrawal is received by the Company prior to the deadline prescribed for submission of bids.

C.11.2 The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched in

accordance with the provisions of ITB Clause C.9. A withdrawal notice may also be sent by fax by a signed

confirmation copy, post marked not later than the deadline for submission of bids.

C.11.3 No bid may be modified subsequent to the deadline for submission of bids.

C.11.4 No bid may be withdrawn in the interval between the deadline for submission of bids and the expiration of period of bid validity specified by the Bidder on the bid form.

C.12Changes If any change becomes necessary due to any clarification, revised bid (Technical or commercial) in a separate sealed cover shall be submitted with prior written permission of the Company.

C.13 Clarification of Bids

C.13.1 During evaluation of bids, the Company may, at its discretion, ask the Bidder for a clarification of its bid. The

request for clarification and the response shall be in writing.

C.14. Contacting the Company

C.14.1 No Bidder shall contact the Company on any matter relating to its bid, from the time of the bid opening to

the time the Contract is awarded. If the bidder wishes to bring additional information to the notice of the Company,

it should do so in writing.

C.14.2 Any effort by a Bidder to influence the Company in its decisions on bid evaluation, bid comparison or contract

award may result in rejection of the Bidder’s bid.

C.15 Opening and evaluation of Technical bids by the Company

C.15.1 The Company will open the Technical bids & commercial bids will be kept in sealed envelope, in the presence

of Bidders’ representatives who choose to attend on 27-Nov-2020 at the Corporate Office, LIC Housing Finance Ltd.

The Bidder’s representatives who are present shall sign a register evidencing their attendance. In the event of the

specified date of Bid opening being declared a holiday for the Company, the Bids shall be opened at the appointed

time and location on the next working day.

C.15.2 The bidder’s names, bid modifications or withdrawals and such other details as the Company at its discretion

may consider appropriate, will be announced at the opening.

C.15.3 Bids (and modifications sent pursuant to ITB Clause C.4) that are not opened and read out at bid opening

shall not be considered further for evaluation, irrespective of the circumstances. C.15.4 The Bid must be complete in all respect and covering the entire scope of work as stipulated in the RFP Document. C.15.5 Proposals that do not fully comply with the requirements and specifications will be rejected without further consideration.

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C.16 Evaluation Criteria: C.16.1 The Technical Bids evaluation will be of qualifying nature. The Bid should be responsive and should contain the documents as mentioned at C.6.1 Technical Bid. C.16.2 The Technical Bids not accompanied by the required Annexure may be rejected C.16.3 All bids submitted must meet the requirements of the RFP document. Incomplete bids will not be considered for further evaluation. An Evaluation Committee will assess all the bids received. C.16.4 If a bid is not responsive and not fulfilling all the conditions of the Contract and not meeting Technical Specifications/evaluation criteria and Requirement, it will be rejected by the Company and may not subsequently be made responsive by the Bidder by correction of the non-conformity. C.16.5 Bidders satisfying the qualification criteria will be required to give presentation/demo of the solution offered to the committee of LIC HFL. Timings will be informed to the qualifiers separately. C.16.6 At the end of Technical evaluation process (stage 1) the bidders who have qualified will be retained for evaluation of financial bids.

C.16.6 Company reserves the rights to add, delete, or modify above parameters at any time during the bid process, without assigning any reasons whatsoever and without being required to intimate the bidder of any such change. C.16.7 The bid response should adhere to the Scope mentioned in the RFP. Any deviation from the scope shall be categorically mentioned. Company reserves the right to reject the bid in case of any deviations not acceptable.

C.17 Award Criteria

C.17.1 The vendors will have to participate in the online reverse auction to be conducted after opening of commercial bids. Vendors will have to abide by the e-business rules framed by LIC HFL.

C.17.2 The initial commercial bid by each vendor will give the item-wise breakup and the total value. The start bid of the e-bidding process will be decided by LIC HFL. While e-bidding will involve only the total value, all the vendors will have to give the item-wise breakup for the last lowest bid made by them within 24 hours from the close of reverse auction

C.17.3 Company is not bound to accept the best evaluated bid or any bid and reserves the right to accept any bid,

wholly or in part or to reject any or all bids.

C.17.4 The Bid security/ EMD shall be refunded to the vendors to whom the contract is not awarded within 15 working days of opening of Bid.

C.17.5 The order will be placed with L1 vendor after the Reverse Auction. Service support is critical in a Core Business environment. In case LIC HFL finds that the service support of the L1 vendor is not available or is not satisfactory at any particular Centre / city, LIC HFL may at its discretion place the order with some other vendor whose service support is satisfactory and who matches the L1 rates.

C.18. Time Line / Critical Dates C.18.1 The vendor shall provide a detailed work plan, with details of the resources proposed to be deployed, for approval by the Company. The work plan must be satisfactory to the Company and will be approved by the company before going ahead with the activity.

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C.18.2 Supplier shall recommend relevant and viable strategies to achieve all the work objectives and requirements contained in this RFP. C.18.2 All the milestones should be given in the detail plan with the go live dates 8 – 12 weeks from the date of PO.

C.19. Company’s right to accept any Bid and to reject any or All Bids

C.19.1 The Company reserves the right to accept or reject any or all Bids. Bids may be accepted or rejected in total

or in any part or items thereof. Any Bid not containing sufficient information, in view of the Company, to permit a

thorough analysis may be rejected.

C.19.2 The Company reserves the right to accept a combination of parts of more than one bid and to negotiate with

any or all Bidders.

C.19.3 The Company reserves the right to verify the validity of bid information, and to reject any bid where the

contents appear to be incorrect, inaccurate or inappropriate in the Company’s estimation.

C.19.4 The Company shall have the right to determine in its own best judgment, the Bidders whose bids will qualify

for the short list, if any, and thereafter, the final selected firm to undertake the work.

C.19.5 Bids not conforming to the requirements of the RFP Document may not be considered by the Company.

However, the Company reserves the right, at any time, to waive any of the requirements of the RFP, if, in the sole

discretion of the Company, the best interests of the Company would be served.

C.19.6 If, In the opinion of the Company, any Bidder has clearly misinterpreted the Work and /or underestimated

the hours and / or value of the Work to be performed as reflected in the bid content and submitted price(s)/rate(s),

then the Company may reject the bid as unbalanced ( i.e. not representative of the Work Scope ) .

C.19.7 Furthermore, the Company shall have the right to cancel the RFP process at any time prior to contract award

,without thereby incurring any liability to the affected Bidder or bidders . Reasons for cancellation, as determined

by the Company in its sole discretion, include, but are not limited to, the following:

(i) Services contemplated are no longer required;

(ii) Requirements and terms of reference (scope of work) of the RFP document were not adequately or clearly

defined due to unforeseen circumstances and /or factors and /or new developments;

(iii) The RFP did not allow for consideration of all significant elements of the Company for the work (e.g.

new/additional matters have arisen);

(iv) Proposed price is unacceptable for the Work; and (iv) The Project ceases to be in the best interest of the Company

C.20 Notification of Award

C.20.1 Prior to the expiration of the period of bid validity, the Company will notify the successful bidder in writing

by letter or by fax, to be confirmed in writing by a letter, that its bid has been accepted.

C.20.2 The notification of award will constitute the formation of the Contract.

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21 Signing of Contract

C.21.1 At the same time as the Company notify the successful bidder that its bid has been accepted, the Company

will send the bidder the Contract Form incorporating all agreements between the parties. C.21.2 “Service Level Agreement” (SLA) shall mean the Service Level Agreement entered into between the LIC HOUSING FINANCE LTD. and the successful bidder.

C.21.3 Within 2 weeks of receipt of the Contract Form, the successful bidder shall sign and date the Contract and

return it to the Company.

C.22 Company’s right to vary scope of Contract at the time of award and during the term of the contract.

C.22.1 Company may at any time, by a written communication given to the winning bidder, make changes within

the scope of the contract as specified.

C.22.2 If any such change causes an increase or decrease in the cost of , or the time required for the supplier’s

performance of any part of the work under the contract, whether changed or not changed by order, an equitable

adjustment shall be made in the Contract Price or time schedule, or both and the Contract shall accordingly be

amended. Any claims by the supplier for adjustment under this Clause must be asserted within thirty (30) days

from the date of the vendor’s receipt of the Company‘s changed order.

C.23 Rejection Criteria.

Besides other conditions and terms highlighted in the RFP document, bids may be rejected under following

circumstances:

23.1 Bids received by the Company after the last date of receipt of bids prescribed.

23.2 Bidder not qualifying the Eligibility criteria mentioned in A.2

23.3 Any effort on the part of the bidder to influence the Company‘s bid evaluation, bid comparison or contract

award decisions.

23.4 Bids without power of attorney and any other document consisting of adequate proof of the ability of the

signatory to bind the bidder

23.5 Technical bid containing commercial details.

23.6 Revelation of prices in any form or by any reason before opening of commercial bids.

23.7 Failure to furnish all information required by the RFP document or submission of a bid not substantially

responsive to the RFP Document in every respect or submission of incorrect / misleading information .

23.8 Incomplete price bid or Financial bid.

23.9 Total lump sum price quoted by the bidder does not include all statutory taxes and levies applicable

23.10 Bidder not quoting for the applicable complete scope of work as indicated in the RFP document

23.11 Bids with deviations or conditions unacceptable to the Company.

C.24 Local Conditions C.24.1 It will be imperative on each bidder to fully acquaint himself with the local conditions, any limitations, existing systems, network and factors at the respective location of the Company site which would have any effect on the performance of the contract and / or the cost.

C.24.2 The bidder is expected to obtain for himself on his own responsibility all information that may be necessary for preparing the bid and entering into contract. Obtaining such information shall be at bidder’s own cost.

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C.24.3 It is the responsibility of the bidder that such factors have been properly investigated and considered while submitting the bid proposal and that no claim whatsoever including those for financial adjustment to the contract awarded under the RFP document will be entertained by the Company and that neither any change in the time schedule of the contract nor any financial adjustment arising thereof shall be permitted by the Company on account of failure of the bidder to appraise themselves of such conditions/limitations.

CONDITIONS GOVERNING THE BIDS

1. Signatures: The person authorized to sign on behalf of the Company should sign bid document. Those who do not submit the same shall be debarred from the bid process.

2. Equipment: The vendor should maintain hardware to the LIC HFL. Unless otherwise specifically referred, all the items of Computers, Peripherals, Software, and other items and work are referred to as EQUIPMENT in this document.

3. Procedure for Quoting Rates: The vendor must quote his rates ONLY on Annexure-A.7 in round rupees. The amount for each item should be worked out in figures only for the quantities specified.

4. Quantities liable to vary:

(a) The quantities furnished in Annexure A.5 are only probable quantities which are liable to alteration by omission, deduction or addition and it should be clearly understood that the contract is not a lumpsum contract. Payment shall be regulated on the actual quantities of supply made or work done at the accepted rates.

5. Vendor not to make any alterations in document: No alterations which are made by the vendor in the specifications or quantities accompanying this notice shall be recognized, and if any such alterations are made the quotation shall be invalid. Any quotation which purports to alter, vary or omit any of the conditions herein is liable to be rejected.

6. Vendor to gather all information for /bear cost for submitting quotations i) The vendor must obtain for himself on his own responsibility and at his own expense all information necessary including risks, contingencies and other circumstances to enable him to prepare a proper quotation and to enter into a contract with LIC HFL. ii) The vendor should also bear all the expenses in connection with the preparation and submission of his quotation. iii) The vendor whose quotation is accepted shall not be entitled to make any claim for increase in the rates quoted and accepted.

7. Quotation to be complete, adequate and cover contingent costs.

Prices should be quoted exclusive of sales tax /VAT, entry tax, octroi. Prices quoted must be valid as per Annexure-A.7 and shall not be subject to escalation under any circumstances. No extra payment will be made for freight etc.

8. Quoted rates not subject to escalation: No escalations in rates will be allowed on account of prices of components, basic material, exchange rates, freight and labour rates, etc.

9. Rights of LIC HFL:

i) LIC HFL does not bind itself to accept the lowest quotation and reserves the right to reject any or all the quotations received, without assigning any reason thereof.

12-Nov-2020


ii) While placing the Purchase Order, LIC HFL further reserves the right to delete or reduce any item or section of the schedule of work without assigning any reason thereof.

10. Assigning works: The work or any part of it should not be transferred, assigned or sublet without the written consent of LIC HFL.

11. The vendor shall provide to LIC HFL services including preventive maintenance, repair/ replacement and free provision of spares, parts, kits as and when necessary from the date of satisfactory installation of the EQUIPMENT by the vendor.

12. On-Site Repair and Maintenance Services: The vendor shall arrange for services of qualified service engineers having knowledge of both hardware and software, acceptable to LIC HFL for repair and replacement of all kits or parts and spare parts and to render such other support services, as may be necessary for satisfactory functioning of the EQUIPMENT, as stipulated in the CONDITIONS GOVERNING REPAIR AND MAINTENANCE SERVICES. No charges, fees accommodation, boarding, etc., shall be paid or provided by LIC HFL to the service engineer or his assistants, if any.

13. Subcontracting : The vendor shall not without the prior written consent of LIC HFL subcontract or permit anyone other than the vendor's own personnel to perform any of the work, services or other performance required of the VENDOR. Provided, however, that the personnel of the vendor’s authorized service and support franchisees may be permitted to perform the repair and maintenance services.

14. Equipment Attachments: LIC HFL shall have the right to make changes and attachments to the EQUIPMENT provided such changes or attachments do not prevent proper maintenance from being performed, or unreasonably increase the cost of performing repair and maintenance service.

15. The VENDOR shall warrant that the repair and maintenance service 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 LIC HFL from any claim, directly or indirectly resulting from or arising out of any breach or claimed breach of this warranty.

16. The vendor shall further explicitly absolve LIC HFL of any responsibility/ liability for use of Systems/ Software delivered along with the equipment and of all cases of possible litigation/ claims directly or indirectly arising out of any breach/ claimed breach of patent copyright/ license/ trade secret or other property right of any other person or other entity for the equipment and software(s) sourced either from third parties or from themselves.

17. All disputes and differences of any kind whatsoever arising out of or in connection with the Purchase Order shall be referred to arbitration.

18. The arbitrator may be appointed by both the parties or in case of disagreement, each party may appoint an arbitrator and the decision of the arbitrator(s) shall be final. Such arbitration shall be governed by the provisions of the Arbitration and Conciliation Act 1996.

19. The Vendor should point out any discrepancy/ deficiency in the Purchase Orders within four days of its receipt. The date on which the required information / correction in Purchase Order is intimated to the Vendor would be deemed to be the date of acceptance of the Purchase Order for the purpose of calculating the delivery period, and penalty thereof.

20. LIC HFL may, at its discretion reduce/ extend the validity period of the tender.

21. If at any future point of time, it is found that the Bidder had made a statement which is factually incorrect or if the bidder does not fulfill any of his contractual obligations, LIC HFL may debar the Bidder from bidding prospectively for a period to be decided by LIC HFL and take any other action as may be deemed necessary.

12-Nov-2020


22. Decision of the competent authority in all matters with regard to this tender will be final and binding on all Bidders participating in this Bid.

23. The successful bidder shall co-operate with the other bidders appointed by the LIC HFL & other business partners of LIC HFL, so that the work shall proceed smoothly without any delay and to the satisfaction of LIC HFL.

24. No extra claim shall be entertained on account of all the redo of work on account of bidder’s negligence which results into damages/losses during execution of the job. Also, any component(s) required to deliver the solution after release of Purchase Order shall have to be provided by the successful bidder. All such cost shall be borne by the bidder.

25. In the event that LIC HFL wishes to terminate services, 90 day written notice will be sent to the bidder for termination of services without assigning any reason. In the case of termination / cancellation of the order, the bidder will not be entitled to or recover from LIC HFL any amount by way of damages, loss or otherwise. In such a situation, Bidder will be paid the balance amount, after calculating on pro-rata basis, till the date of termination of the contract. In the event of cancellation of agreement or termination of the order, the bidder will assist in smooth migration to new bidder.

26. Force Majeure: For purposes of this clause, “force majeure” means an event beyond the control of the Bidder excluding those involving supplier’s/OEM faults. Such events may include, but are not restricted to, acts of the government in its sovereign capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes.

If a force majeure situation arises, the Bidder shall promptly notify LIC HFL in writing of such condition and the cause thereof within a period of seven calendar days.

Unless otherwise directed by the LIC HFL in writing, the Bidder shall continue to perform its obligations under the contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the force majeure event.

27. Limitations of liability: Except in cases of criminal negligence or willful misconduct and in case of infringement of intellectual property rights, both parties shall not be liable, whether in contract tort or otherwise, for any indirect or consequential loss of damage, loss of use, loss of production or loss of profits or interest costs, provided that this exclusion shall not apply to any obligation of supplier/bidder to pay liquidated damages to the Corporation and the aggregate liability of both the parties whether under the Contract, in tort or otherwise, shall not exceed the total Contract value with LIC HFL under this Contract provided that this limitation shall not apply to the cost of repairing or replacing defective equipment.

Neither party shall, in any event, regardless of the form of claim, be liable for any indirect, special, punitive, exemplary, speculative or consequential loss or damages. Subject to the above and notwithstanding anything to the contrary elsewhere contained herein, the maximum liability of vendor under this agreement for any claim under any purchase order regardless of the form of claim, damage and legal theory shall be restricted to 10% of the annual contract value of relevant purchase order.

28. Evaluation of Bids: The bidder quoting the lowest quote and fulfilling the technical specifications as Mentioned in response to this tender will be selected for placing the order.

29. KINDLY NOTE THAT BIDS WHICH ARE NOT ACCOMPANIED BY A DULY SIGNED forwarding letter agreeing to ALL TERMS AND CONDITIONS of the bid WILL NOT BE ENTERTAINED UNDER ANY CIRCUMSTANCES. Each page of the bid response should be serially numbered, signed and stamped.

LIC HFL will not in any way be responsible for late submission or delivery at any other address other than that mentioned above.

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30. Participation in this tender will mean that the bidder has accepted all clauses of this tender and subsequent modification(s) to this tender, if any.

31. LIC HFL reserves the right, at any time, to waive any of the requirements of the RFP, if, in the sole discretion of the Corporation, the best interests of the Corporation would be served. However, this will be done before opening of the commercial tender(s).

32. All documents submitted in response to the RFP become the property of the Company on submission. Company can use the RFP for all purposes relating to the evaluation of responses and the conduct of any further stages in this staged tender process.

33. DISCLAIMER: Subject to any law to the contrary, and to the maximum extent permitted by law, LIC HFL and its officers, employees, contractors, agents and consultants etc. disclaim all liability from any loss or damage (whether foreseeable or not) suffered by any person acting on or refraining from acting because of any information including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the loss or damage arises in connection with any negligence, omission, default, lack of care or misrepresentations on the part of LIC HFL or any of its officers, employees, contractors, agents or advisors.

34. NO LEGAL RELATIONSHIPS: No binding legal relationship will exist between any of the respondents and LIC HFL until execution of a contractual agreement.

35. Language of Bid: The bid prepared by the bidders as well as all corresponding and documents relating to the Bid exchanged by the Bidder and Bank and supporting documents and printed literature shall be written in English.

36. Commercial Bids of those bidders who satisfy & submitted the bidding document as per requirement minimum technical specifications will be opened and then all bidders will be asked to participate in online reverse auction on the date decided by LIC HFL. The bidder quoting the lowest quote at the end of on line reverse auction in response to this tender will be selected.

37. Subject to financial evaluation, committee will select qualifying bidder as per scores as the successful bidder, for the system and services as requested vide this RFP and who satisfy all the conditions of the contract and meet the qualification requirement of the bidding document. The financial evaluation committee of the Company reserves the right to negotiate the price with the successful vendor. The Company will award the Contract to the successful bidder whose bid has qualified the eligibility criteria and has been determined as L1 Bidder.

38. If it is found that the Bidder had made a statement which is factually incorrect the bid security deposited by the bidder will be forfeited.

39. Payment Term: Quarterly Advance. Payment for the last quarter will be done after the end of contract period and on submission of call log data.

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PART D

TERMS & CONDITIONS OF CONTRACT

D.1 Responsibility

D.1.1 The LICHFL intends the contractor/vendor appointed under the RFP shall have the single point responsibility for fulfilling all obligations and providing all deliverables and services required for successful implementation of the project.

D.1.2 The Vendor is requested to quote in Indian Rupees (‘INR’). Bids in currencies other than INR would not be considered.

D.1.3 The prices quoted by the Vendor shall include all costs such as, taxes, levies, cess, excise and custom duties that need to be incurred.

D.2 Notification of Award

D.2.1 Prior to the expiration of the period of bid validity, the Company will notify the successful bidder in writing

by letter or by email, to be confirmed in writing by a letter, that its bid has been accepted.

D.2.2 The notification of award will constitute the formation of the Contract.

D.3 Contract Finalization and signing of Contract

D.3.1 At the same time as the Company notify the successful bidder that its bid has been accepted, the Company

will send the bidder the Contract Form incorporating all agreements between the parties.

D.3.2 The successful bidder shall sign and date along with the SLA and return it to the Company

D.4 SLA Signing

The successful bidder has to sign a SLA with the Company within 10 days of issuing the LOA for the provision and execution of services as per the tender terms.

D.5 Standards

The Solution offered under this Contract shall conform to the standards mentioned in the Technical Specifications,

and where no such applicable standard is mentioned to the authoritative standard appropriate to the Solution’s

Country of origin and such standards shall be the latest issued by the concerned institution. However this does not

override company’s discretion in deciding the Standard.

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D.6 Payments

The payment will be done quarterly in advance. The last payment will be done after end of the contract period

D.6.1 Prices payable to the vendor as stated in the Contract shall be fixed at the time of finalization of the contract.

D.6.2 Escalation of Costs: The vendor shall in no circumstance be entitled to any escalation of costs or price of any

material / items supplied or services mentioned under the contract.

D.7 Contract Amendments

Subject to Scope of work, no variation in or modification of the terms of the contract shall be made except by written amendment signed by both the parties.

D.8 Assignment

The vendor shall not assign, in whole or in parts its obligations to perform under the Contract, except with the Company‘s prior written consent.

D.9 Scope of work/Contract

Scope of the Contract is defined in PART B of this RFP document and any addenda, corrigendum and Annexes thereto of this RFP document.

D.10 Termination of Contract 1. Either party may terminate the contract without assigning any cause by giving 120 days written notice. Further,

any pending or unresolved operational issues, performance, unpaid fees and any other remedies shall continue by both the parties during the period of termination notice and the same must be satisfied before this agreement is terminated.

2. The Contract in whole or part can be terminated at the option of the LIC HOUSING FINANCE LTD., if the LIC

HOUSING FINANCE LTD. for any reason whatsoever does not require the whole or part of the job thereof as specified in the tender to be carried out and in the said event the LIC HOUSING FINANCE LTD. shall give notice of one month in writing of the fact with reason to the Tenderer / Bidder, who shall have no claim to any payment or compensation whatsoever on account of any profit or advantage, which would have derived from the execution of the work in full, but which he did not derive in consequences the full amount of the work not having been carried out, neither shall he have any claim on compensation / damage for the loss suffered by him by reason of termination of contract by the LIC HOUSING FINANCE LTD. and of any alterations having been made by the LIC HOUSING FINANCE LTD. in the original specification or the designs and instruction which shall involve any curtailment of the work contemplated.

3. The Company without prejudice to any other remedy, reserves the right to terminate the Tender / Contract in

whole or in part and also to blacklist a Tenderer / Bidder for a suitable period in case he fails to honour his bid / contract without sufficient grounds or found guilty for breach of condition /s of the tender / contract, negligence, carelessness, inefficiency, fraud, mischief and misappropriation or any other type of misconduct by such Tenderer / Bidder or by its staff or in case there are more than 3 penalties on Service Provider in any month.

D.11 Termination for Default

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D.11.1 The Company may, without prejudice to any other remedy for breach of contract, by written notice of

default sent to the Supplier, terminate the Contract in whole or part:

If the vendor fails to deliver any or all of the deliverables mentioned in scope Part B or perform services and

obligations within the period(s) specified in the Contract.

D.11.2 In the event the Company terminates the Contract in whole or in part, pursuant to the conditions of non-

delivery of goods or services, Company may procure, upon such terms and in such manner as it deems

appropriate. Systems or Services similar to those undelivered, and the vendor shall be liable to the Company

for any excess costs for such similar systems or Services. However, the vendor shall continue the

performance of the Contract to the extent not terminated.

D.12 Force Majeure

D.12.1 Notwithstanding the provisions of conditions of contract the vendor shall not be liable for forfeiture of its

performance security, liquidated damages or termination for default, if and to the extent that, it’s delay in

performance or other failure to perform its obligations under the Contract is the result of an event of Force

Majeure.

D.12.2 For purpose of this Clause, "Force Majeure" means an event beyond the control of the vendor and not

involving the vendor’s fault or negligence and not foreseeable. Such events may include, but are not limited

to, acts of the Company either in its sovereign or contractual capacity, wars or revolutions, fires, floods,

epidemics, quarantine restrictions and freight embargoes.

D.12.3 If a Force Majeure situation arise the vendor shall promptly notify the Company in writing of such conditions

and the cause thereof. Unless otherwise directed by the Company in writing, the vendor shall continue to

perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable

alternative means for performance not prevented by the Force Majeure event.

D.12.4 In such a case the time for performance shall be extended by a period(s) not less than the duration of such

delay. If the duration of delay continues beyond a period of 3 months, the company and vendor shall make

an effort to find a solution to the problem. Not withstanding the above, the decision of the Company shall

be final and binding on the vendor

D.13 Termination for Insolvency

The Company may at any time terminate the Contract by giving written notice to the vendor, if the vendor becomes bankrupt or otherwise insolvent. In this event termination will be without compensation to the

vendor, provided that such termination will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to the Company.

D.14 Termination for Convenience

D.21.1 The Company, by written notice sent to the vendor may terminate the Contract, in whole or in part, at any

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time for its convenience. The notice of termination shall specify that termination is for the Company’s

convenience, the extent to which performance of the vendor under the Contract is terminated, and the

date upon which such termination becomes effective. The notice period shall be 60 days

D. 21.2 The systems i.e., the servers and storage that are complete and ready for delivery within 60 days after the

bidder’s receipt of notice of termination, such systems shall be accepted by the company at the contract

terms and prices. For the remaining systems, the Company, may elect to have any portion completed and

delivered at the contract terms and prices, and/or cancel the remainder and pay the bidder the agreed

amount for partially completed systems and materials and parts previously procured by the vendor

D. 21.3 The agreement shall be terminated wholly or part by the Company by giving 60 days notice without

assigning any reason thereof. However, if the vendor contravenes to any of the previous contract or in case

of unsatisfactory services, this agreement will stand terminated forthwith without giving any advance notice

as stated above.

D.15 Exit clause

D.22.1 The Company by written notice sent to vendor may terminate the scanning and logistics operations, at any

time during the contract period. The bidder will be given 3 months of notice period for the same. The bidder needs

to provide the exit plan as mentioned … in within 45 days of exit notice received.

D.16 Settlement of Disputes/Arbitration

D.16.1 All disputes or differences of any kind, whatsoever, arising out of or in connection with this contract or in

discharge of any obligation arising out of this Contract (whether during the progress of work or after

completion of such work and whether before or after the termination of this contract, abandonment or

breach of this contract), the Parties to this contract shall endeavour to settle such disputes and/or difference

amicably. If both the parties fail to reach such amicable settlement, either party( the Company or the

vendor) may within 30 days of such failure, give a written notice to the other party clearly setting out there

in the specific dispute/s and/or difference/s, which require to be arbitrated upon. Such dispute/s and/or

difference/s shall be referred to a sole arbitrator mutually agreed upon. In the absence of consensus about

the single arbitrator, the dispute may be referred to joint arbitrator, one to be nominated by each party and

the said arbitrators shall nominate a presiding arbitrator, before commencing the arbitration proceedings

.In case, a party fails to appoint an arbitrator within 30 days from the receipt of the Request to do so by the

other party or the two Arbitrators so appointed fail to agree on the appointment of third Arbitrator within

30 days from the date of their appointment upon request of a party, the Chief Justice of the High Court or

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any person or institution designated by him within whose jurisdiction the subject purchase order/contract

has been placed/made, shall appoint the arbitrator/Presiding Arbitrator upon request of one of the parties.

D.16.2 Arbitration proceedings shall be held at Mumbai, India, and the language of the arbitration proceedings and

that of all documents and communications between the parties shall be in English.

D. 16.3 The arbitration shall be covered by the provision of the Arbitration & Conciliation Act, 1996 or any statutory

modification or re-enactment thereof and rules framed there under from time to time.

D. 16.4. In the event of the arbitrator or any of the arbitrators, as the case may be, dying or resigning or being

unable to act by reason of physical disability or as the case may be, it shall be lawful for the appointing party

of such arbitrator(s) to appoint another arbitrator in the place of the said arbitrator in the manner provided

herein above.

D. 16.5 The arbitrator or the arbitrators, appointed under this contract, shall have the power to extend the time to

make the award with the consent of the Parties hereto.

D. 16.6 Pending reference to arbitration and award thereon, the parties hereto shall make all endeavour to

complete all the items of work, obligations etc. under this Contract in all respects and disputes/differences,

if any, shall be finally settled in arbitration.

D. 16.7 Upon every or any such reference to arbitration, as provided herein, the cost of the incidental to the

reference and award respectively shall be at the discretion of the arbitrator or the arbitrators and the

presiding arbitrator, as the case may be. However the expenses incurred by each party in connection with

the preparation, presentation etc. of its proceedings as also the fees and expenses paid to the arbitrator

appointed by such party or on its behalf shall be borne by each party itself.

D. 16.8 In case, during the arbitration proceeding, the parties hereto mutually settle, compromise or compound

their dispute/s or difference/s, the reference to the arbitrator and the appointment of the arbitrator or the

arbitrators or the presiding arbitrator, as the case may be, shall stand withdrawn or terminated with effect

from the date on which the parties hereto file a joint memorandum of settlement thereof with the arbitrator

or the arbitrators and the presiding arbitrator, as the case may be.

D. 16.9 The arbitrator/s or the presiding arbitrator, as the case may be, shall give detailed reasons in respect of

each claim or counter claim, irrespective of the amount, while passing the award.

D. 16.10 The decision of the arbitrator/s or the presiding arbitrator as the case may be shall be final and binding

upon both parties.

D.17 Limitation of Liability

D.17.1 Except in case of criminal negligence or willful misconduct and in case of infringement pursuant to condition

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of Contract, the bidder shall not be liable to LIC HFL, whether in contract tort or otherwise, for any indirect

or consequential loss of damage, loss of use, loss of production, or loss of profits or interests cost, provided

that this exclusion shall not apply to any obligation of the bidder to any liquidated damages to the Company

and the aggregate liability of the bidder to the Company, whether under the contract, in tort or otherwise,

shall not exceed the total contract price provided that this limitation shall not apply to the cost of repairing

or replacing defective equipment during the applicable warranty period

D.18 Governing Language

D.18.1 The Contract shall be written in English or Hindi language Subject to condition of contract clause, English

language version of the Contract shall govern its interpretation. All correspondence and other documents

pertaining to the Contract, which are exchanged by the parties, shall be written in the same language.

D.19 Applicable Law

D.19.1 The Contract shall be interpreted in accordance with the Laws of India.

D.19.2 Governing laws / Jurisdiction all matters relating to this activity shall be governed by the laws of India. Courts

at Mumbai shall have the jurisdiction to decide or adjudicate on any matter, which may arise.

D.20 Notices

D.20.1 Any notice given by one party to the other pursuant to this Contract shall be sent to other party in writing

or by Fax and confirmed in writing to the other Party’s address. For the purpose of all notices, the following

shall be the address of the Company and vendor

Company:

General Manager (IT)



V.N. Road, Fort

Mumbai – 400001

Vendor: (To be filled in at time of Contract signature)

………………………………….

………………………………….

................................................

................................................

D.20.2 A notice shall be effective when delivered or on the notice’s effective date whichever is later.

D.21 Taxes and Duties

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D.21.1 Vendors shall be entirely responsible for all taxes, duties, license fees etc. incurred.

D.21.2 If there is any reduction in taxes/ duties due to any reason whatsoever, after Notification of Award, the

same shall be passed on to the Company.

D.22 Vendor Integrity and Vendor’s Obligations

D.22.1 The vendor is responsible for and obliged to conduct all contracted activities in accordance with the

contracts using state-of-the-art methods and economic principles and exercising all means available to

achieve the performance specified in the contract.

D. 22.2 The vendor is obliged to work closely with the Company’s staff, act within its own authority and abide by

directives issued by the Company.

D. 22.3 The vendor is responsible for managing the activities of its personnel and will hold itself responsible for

any misdemeanors.

D. 22.4 The vendor will treat as confidential all data and information about the Company, obtained in the execution

of his responsibilities, in strict confidence and will not reveal such information to any other party without

the prior written approval of the Company.

D. 22.5 The vendor shall perform the activities/services and carry out its obligations under the contract with due

diligence, efficiency and economy, in accordance with generally accepted techniques and practices used in

the industry and with professional engineering and consulting standards recognized by international

professional bodies and shall observe sound management, engineering and security practices. It shall

employ appropriate advanced technology and engineering practices and safe and effective equipment,

machinery, material and methods. The vendor shall always act, in respect of any matter relating to this

Contract, as faithful advisor to the Company and shall , at all times, support and safeguard the Company‘s

legitimate interests in any dealings with third parties.

D. 22.6 The vendor is to abide by the job safety measures prevalent in India and will free the Company from all

demands or responsibilities arising from accidents or loss of life the cause of which is the vendor’s

negligence. The vendor will pay all indemnities arising from such incidents and will not hold the Company

responsible or obligated.

D. 22.7 In connection with the provision of the services, the vendor must have and maintain for the contract period,

valid and enforceable insurance policy for public liability, either professional indemnity or errors and

omissions and workers compensation as required by the law.

D.23 Components of the Contract

The Contract will be based on this RFP, response to this RFP document, the Bidder(s)response to the questions in the RFP document; clarifying questions raised in writing by Company and the response in writing

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to those questions; clarifying questions raised in writing by the bidder(s) and the responses in writing to those questions, conditions of the contract at the time of awarding the contract

If any of the terms and conditions under this Contract is held invalid, illegal or unenforceable, this will not

affect the validity, legality or enforceability of the other terms and conditions under this Contract.

D.24 Reporting Progress

D.24.1 Vendor shall monitor progress of all the activities related to the execution of this contract and shall submit

to the Company, at no extra cost, progress reports with reference to all related work, milestone and their

progress during the implementation phase on a weekly basis.

D.24.2 The Company reserves the right to inspect and monitor the progress/performance of the work/services at

any time during the course of the Contract. At any time during the course of the Contract, the Company

shall also have the right to conduct, either itself or through another agency as it may deem fit, an audit to

monitor the performance of the vendor of its obligations/functions in accordance with the standards

committed to or required by the Company.

D.25 Indemnification

The vendor shall indemnify the company (LICHFL) AGAINST loss of data / damage to data / any loss arising as a result of any negligence/ of vendor or arising out of misuse of any data or any loss during the work as decided/quantified by the Company. D.26 Non-Disclosure Agreement

The Non Disclosure Agreement as given in Annexure shall be executed on Rs. 250/- stamp paper and to be duly notarized D.27 Other Terms

a) The Bidder will not have any direct interaction with any third party agency on behalf of the Company. b) All communications to the employees or third party agencies would be through designated channels

as directed to by the Company. c) The bidder shall not use or disclose any Confidential Information of the Company except as specifically

contemplated herein. For purposes of this tender / contract "Confidential Information" means information that: (i) is sufficiently secret to derive economic value, actual or potential, from not being generally known to other persons who can obtain economic value from its disclosure or use; and (ii) is the subject of efforts that are reasonable under the circumstances to maintain its secrecy or confidentiality.

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Part E

Reverse Auction

RFP for Annual Maintenance (AMC) of Computer Hardware for LIC HFL Reverse Auction through E-Procurement

The detailed procedure for Reverse Auction to be followed in the RFP for RFP for Annual Maintenance (AMC) of

Computer Hardware for LIC HFL is given below:

The response to the present tender will be submitted by way of submitting the Technical offer & Indicative

Commercial offers in separate in sealed covers. The technical details with the relevant

information/documents/acceptance of all terms and conditions strictly as described in this tender document will

have to be submitted by the Vendors. The Indicative commercial bids submitted by the vendors who are short

listed in the technical bid evaluation process will be opened and those vendors will be invited to participate in the

online Reverse Auction to be conducted by the company selected by the Company. Vendors who are short listed

from Technical evaluation will be trained by the Reverse Auction Company for this purpose, and they will have to

abide by the E-business rules framed by the Company in consultation with Reverse Auction Service provider. The

e-business rules are furnished hereunder in this document. Further, please note that the vendor(s) who do not

qualify in the technical bid processes will not be considered for participation in Reverse Auction.

BUSINESS RULES FOR REVERSE AUCTION

APPLICABILITY: Reverse Auctions are carried out under the framework of rules that are called Business Rules. All

vendors participating in Reverse Auction shall understand/accept and give an undertaking for compliance with the

same to the LICHFL in the prescribed format Annexure A.8. Any vendor not willing to submit such an undertaking

shall be disqualified for further participation respecting the procurement in question.

ELIGIBILITY: Only vendors who are technically qualified and who submit the prescribed undertaking to the LICHFL

alone can participate in Reverse Auction relevant to the procurement for which RFP is floated.

COMPLIANCE/CONFIRMATION FROM VENDORS: The vendors participating in Reverse Auction shall submit the

following duly signed by the same Competent Authority who signs the offer documents in response to the RFP:

Acceptance of Business Rules for Reverse Auction and undertaking as per format in Annexure A.8.

Agreement between service provider and vendor. (This format will be given by the service provider prior to announcement of Reverse Auction.)

Letter of authority authorizing the name/s of official/s to take part in Reverse Auction as per format in Annexure V

TRAINING:

LICHFL will facilitate training for participation in Reverse Auction either through the service provider for the Reverse Auction.

Where necessary, the LICHFL/service provider may also conduct a “mock reverse auction” to familiarize the vendors with Reverse Auction process.

Any vendor/bidder not participating in training and/or “mock reverse auction” shall do so at his own risk and it shall not be open for him to make any complaint/grievance later.

TOTAL COST OF OWNERSHIP (TCO): TCO refers to the aggregate amounts payable by the Company for transfer of

ownership. TCO shall encompass but not be limited to the Cost of the equipment/product or services, License fee,

Annual Maintenance Charges and Taxes as applicable for the period as specified in the RFP.

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TCO, however, shall not include variables of Octroi and entry tax. These shall be paid as per actual and on

production of receipts. However, no penalties respecting Octroi or entry tax shall be paid by the LICHFL and the

vendor shall bear such expenses.

The Venue, Date, Time etc. for training in Reverse Auction shall be advised at the appropriate time.

The Company shall Endeavour to fix such Date/Time at mutual convenience to the vendor/s, service provider and the Company.

No request for postponement/fixing of Training Date/Time shall be entertained which in the sole view and discretion of the LICHFL might result in any avoidable delay to either the Reverse Auction or the whole process of selection of vendor.

DATE/TIME OF REVERSE AUCTION: The Date and Time of commencement of Reverse Auction as also Duration of

“Reverse Auction Time” shall be communicated at least 7 working Days prior to such auction Date. Any force

majeure or other condition leading to postponement of auction shall entitle LICHFL to postponement of auction

even after communication, but, the Company shall be obliged to communicate to all participating vendors the

„postponement‟ prior to commencement of such “Reverse Auction”.

CONDUCT OF REVERSE AUCTION: The Reverse Auction shall be conducted on a specific web portal meant for this

purpose. The Reverse Auction may be conducted by LICHFL itself or through a service provider specifically

identified/appointed/empanelled by the LICHFL.

SERVICE PROVIDER’S ROLE & RESPONSIBILITIES: In all Reverse Auctions conducted by the company through a

Service Provider, the Company shall enter into a separate agreement clearly detailing the role and responsibilities

of the service provider hosting the web portal for the Reverse Auction. For creating necessary obligations and rights,

the service provider will also enter into an agreement with each vendor as per a format designed by him for this

purpose. The Company shall resolve any points/issues concerning such agreement of vendor and service provider.

While a Service Level Agreement (SLA) by the Company with the service provider is an arrangement for smooth

and fair conduct of the Reverse Auction, the Company shall be directly responsible to vendors for fair and

transparent conduct of Reverse Auction. The service provider at the end of each Reverse Auction shall provide the

company with all details of the bids and reports of reverse auction. The service provider shall also archive the data

pertaining to the Reverse Auction for a minimum period of 3 years.

TRAINING AND AUCTION:

Service provider / auctioneer is responsible for conduct of adequate training to all technically qualified bidders

representing the reverse auction and bidding process.

Each vendor / bidder shall participate in the training at his / their own cost.

Wherever it is considered necessary and asked by the bidders or as decided by the auctioneer or by Company a mock auction may also be conducted for the benefit of all concerned.

Authorized representatives of the bidders named in the authorization letter given by the vendor (Annexure IV) shall be given unique user name, password by the service provider / auctioneer.

Each bidder shall change the password and edit the information in the registration page after receipt of initial password.

All the bids made from the log-in ID given to bidder shall ipso-facto be considered bid made by the vendor / bidder to whom log-in ID and password were assigned by the service provider / auctioneer.

Any bid once made through registered log-in ID / password by the vendor / bidder cannot be cancelled. The bidder, in other words, is bound to sell the “Offering” as per the RFP at the bid price of TCO.

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Every successive bid by the bidder / vendor being detrimental bidding shall replace the earlier bid automatically and the final bid as per the time and log-in ID shall prevail over the earlier bids.

The Company shall conduct the reverse auction as per the Standard English reverse auction, that is, no two bids can have identical price from two different vendors. In other words, there shall never be a “Tie” in bids.

PROXY BID:

A proxy bid is one where vendor can submit the lowest bid amount by him in strict confidence to the system

directly. This obviates the need for him participating in the bidding process until the proxy bid amount is

detrimentally reached by other bidders.

When proxy bid amount is reached, the vendor has an option to revise the proxy bid amount or he can prefer to

start participating in bidding process.

Since it is an English auction with no ties, two vendors submitting identical proxy bid amount and succeeding in

auction simultaneously does not arise.

During training, the issue of proxy bidding will be clarified in detail by the service provider.

TRANSPARENCY IN BIDS: All bidders will be able to view during the auction time the current lowest price in portal.

Bidder shall be able to view not only the lowest bid but also the last bid made by him at any point of time during

the auction time.

MASKING OF NAMES: Names of bidders/ vendors shall be anonymously masked in the Reverse Auction process

and vendors will be given suitable dummy names. After completion of Reverse Auction, the service provider /

auctioneer shall submit a report to the Company with all details of bid and the original names of the bidders as also

the L1 bidder with his / their original names.

START PRICE: LICHFL shall determine the start price either on its own or through asking for information of price

band on TCO from each vendor at appropriate time during or at the conclusion of technical evaluation. Based on

the price band so informed by vendors, Company would determine the start price for reverse auction.

DECREMENTAL BID VALUE The vendors shall be able to bid only at a specified decrement value and not at any

other fractions. The Bid decrement value shall be Rs.7500/- or 0.25% of the Start price of the Reverse Auction,

whichever is higher. The bid decrement value shall be rounded off to the nearest thousands of rupees. For the sake

of convenience of vendors, the web portal shall display the next possible decremented value of bid. It is not,

however, obligatory on the part of vendors to bid at the next immediate lower level only. (That is, bids can be even

at 2 or 3 lower levels than the immediate lower level.)

COPY OF BUSINESS RULES The Company shall supply copy of the Business rules to any vendors / bidders, wishing

to participate in the reverse auction. Such request shall be made in writing to the Company by an authorized

representative of the vendor.

The Company shall also handover a copy of the Business Rules with a covering letter duly signed by an authorized signatory of the Company.

For any dispute concerning the Business Rules, the hard copy of Business Rules supplied by the Company for the reference of reverse auction process will alone be considered final and binding.

SPLITTING OF ORDERS: The Company shall also be entitled to award the contract to L2, L3 or L4 etc. bidders in the

event of L1 bidder backing out to honour the commitment, or for that matter not in a position to supply the offering

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as per RFP.

REVERSE AUCTION PROCESS: In order to reduce the time involved in the procurement process, Company shall be

entitled to complete the entire procurement process through a single Reverse Auction. For this purpose, Company

shall do all it can to award the contract to L1 bidder or in the circumstances where awarding of contract may have

to be done to the L2, L3 bidder as provided for in the RFP. The Company shall however, be entitled to cancel the

procurement of Reverse Auction process, if in its view procurement or reverse auction process cannot be

conducted in a fair manner and / or in the interest of the Company. The successful vendor shall be obliged to

provide a Bill of Material at the last bid price at the close of auction.

EXPENDITURE ON REVERSE AUCTION: All expenses of reverse auction shall be borne by LICHFL. Vendors, however,

shall attend the training or mock auction at their own cost.

CHANGES IN BUSINESS RULES: Any change in Business Rules as may become emergent and based on the

experience gained shall be made only by a Committee of senior / top executives of the Company.

Any / all changes made in Business Rules shall be uploaded in the Website immediately.

If any reverse auction process has commenced and a change is made in Business Rules, it shall be informed immediately to each vendor/ bidder and his concurrence to / acceptance of the change shall be obtained in writing by the Company.

DON’TS APPLICABLE TO THE BIDDER/VENDOR:

No vendor shall involve himself / itself or any of his / its representatives in any price manipulation directly or indirectly with other bidders. If any such practice comes to the notice, Company shall disqualify the vendor / bidders concerned from the reverse auction process.

Bidder shall not disclose details of his bids or any other details concerning Reverse Auction process of the Company to any other third party without specific permission in writing from the Company.

Neither Company nor service provider / auctioneer can be held responsible for consequential damages such as no power supply, system problem, inability to use the system, loss of electronic information, power interruptions, UPS failure, etc. (Company shall, however, entertain any such issues of interruptions, problems with open mind and fair degree of transparency in the process before deciding to stop or extend the auction.)

ERRORS AND OMISSIONS: On any issue or area of material concern respecting Reverse Auction not specifically

dealt with in these Business Rules, the decision of the Company shall be final and binding on all concerned.

12-Nov-2020


Annexure A.1 Information about the Bidder Ref: LICHFL/CO/IT/2020-21/RFP007 Dated:

No. Information Particulars/Response

1 Company Name

2. Date of Incorporation/Nature

(Pvt/pub/psu/Govt.)

3. Company Head Office / Registered Office and Addresses Contact Person(s) Phone Fax E-mail Web-site

4. Name, designation and contact details of the

person authorized to make commitments to the

Corporation.

6. Please mention audited annual turnover for the

last three years.

Year Turnover Profit/Loss

2017-2018

2018-2019

2019-2020

7. Technical Professional Strength( under

permanent employment with the Organization)

8. Whether the Firm/Company has widely accepted

certifications. If yes, provide details

9. Provide details of prior relevant experience of two projects

Details :

Name of the Client:

Name of the Implementer :

Products /System Implemented.

Brief details about the requirement:

Implementation completed (Yes/No) :

Bidder:

Authorised Signatory:

Name and Address

12-Nov-2020


Annexure A.2 Letter of Submission

Ref: LICHFL/CO/IT/2020-21/RFP007 Dated:

To: General Manager (IT), LIC Housing Finance Ltd. 45/47, 2nd Floor, Bombay Life Building, V.N. Road, Fort, Mumbai – 400001 Dear Sir,

Sub: RFP for Annual Maintenance (AMC) of Hardware for LIC HFL We have examined the RFP and subsequent pre-bid clarifications/ modifications / revisions furnished by LIC HFL and we offer to supply, install, commission, and maintain the hardware and software as per the terms and conditions of this RFP. We shall participate in online reverse auction to be conducted on the date advised to us. While submitting this bid, we certify that:

(a) Prices submitted by us have been arrived at without agreement with any other bidder of this RFP for the purpose of restricting competition.

(b) The prices submitted by us have not been disclosed and will not be disclosed to any other bidder responding to this RFP.

(c) We have not induced or attempted to induce any other bidder to submit or not to submit a bid for restricting competition.

(d) We agree that the rates/ quotes, terms and conditions furnished in this tender will be applicable to LIC HFL. (e) The rate quoted in the commercial bid for hardware and software are as per the RFP and subsequent pre-

bid clarifications/ modifications/ revisions furnished by LIC HFL in writing, without any exception. If our offer is accepted, we undertake to undertake the services as per the terms and conditions of the RFP. We agree to abide by this offer as defined in this RFP from the date of submission of the bid, and our offer would remain binding upon us and may be accepted by LIC HFL any time before the expiry of the validity period. Until a formal contract is prepared and executed, this offer, together with LIC HFL’s written acceptance thereof and LIC HFL’s notification of award would constitute a binding contract between us. We also certify that the information/ data/ particulars furnished in our bids are factually correct. We also accept that in the event of any information / data / particulars proving to be incorrect, LIC will have the right to disqualify us from the bid. We undertake to comply with the terms and conditions of the RFP. We understand that LIC HFL may reject any or all of the offers without assigning any reason whatsoever. Yours faithfully, Authorized Signatory Name: Designation: Date: Place: Seal of the company

12-Nov-2020


Annexure A.3: NON-DISCLOSURE AGREEMENT

(No deviations in wordings permitted)

To be executed over Rs.200 Stamp/Franked paper.

This Non-disclosure Agreement (“NDA”) is made and entered into this __ day of _______ in the year Two Thousand

and Twenty (2020)

BY AND BETWEEN

LIC Housing Finance Ltd., Corporate Office, 45/47, 2nd Floor, Bombay Life Building, V.N. Road, Fort, Mumbai –

400001 hereinafter referred to as “LICHFL”

AND

<Company Name> a company incorporated under the laws of Indian Companies Act, 1956 and having its principal

place of business at < Company Name & Address> shall be referred to herein as a “Respondent”.

LICHFL and the Respondent shall individually be referred to as “Party” and collectively referred to as “Parties”.

WHEREAS, the Respondent is aware that during engagement with LICHFL’s, the Respondent may be gathering

information on LICHFL’s Business/ Operations, certain proprietary information such as Technically and

commercially detailed information regarding the respective products & service offerings, Organization, decision

processes, technical infrastructure, working processes and delegation of responsibilities, project management and

planning methods, reports, plans and status including but not limited to technical manuals, specifications, product

features, customer list, specializations, documents, financial statements and business/development plans etc.,

(“Proprietary Information”) indicated as confidential by LIC HFL and made available to the Respondent while

responding to the RFP, is privileged and strictly confidential to and / or proprietary of LICHFL.

WHEREAS, Respondent agrees to receive the Proprietary Information or other information from LICHFL and treat

all such information as confidential information and to safeguard LICHFL’s confidential information, property,

information systems, network, databases and other data.

NOW, THEREFORE, in consideration of the recitals set forth above and the covenants set forth herein, the

Respondent agrees that: Respondent agrees to hold all Confidential Information received from LICHFL in

confidence. Respondent will use such Confidential Information only for the purpose of developing the Response to

the said engagement; restrict disclosure of such Confidential Information to its employees and employees of its

affiliated companies with a need to know and inform such employees of the obligations assumed herein.

Respondent will not disclose such Confidential Information to any third party without the prior written approval of

LICHFL.

The Confidential Information means information which may be in any form including but not limited to oral, written

or printed information or Information in electronic form, data, studies, consultants reports, trade secrets,

proformas and other financial and trade/commercial information, computer models and programs, contracts, plant

designs and configurations, plant performance data or other material of any kind or nature in whatever form.

Without the prior written consent of LICHFL or except as otherwise provided herein, the Respondent will not:

distribute or disclose to any other person any of the Confidential Information;

12-Nov-2020


permit any other person to have access to the Confidential Information;

use the Confidential Information for any purpose other than the Permitted Use ; or disclose to any other

person

That discussions, investigations or negotiations are taking place concerning a possible transaction between

the Parties, or the terms, conditions, status or other facts regarding a possible transaction between the Parties,

or that Respondent has received Confidential Information from LICHFL. Notwithstanding the above,

Respondent may disclose the Confidential Information, and portions thereof to its directors, officers,

employees and representatives of its advisors (collectively, "Representatives") who need to know such

Confidential Information for the purpose of evaluating a possible transaction between the Parties. It is

understood that the Respondent will inform their respective Representatives of the confidential nature of the

Confidential Information and will require its Representatives to be bound by this Agreement and not to

disclose the Confidential Information to any other person.

Without the written consent of LICHFL the Respondent or any of his employees/partners should not make public

announcements/comments on any website/or issue any media statements about the existence of this engagement

and its scope.

The Respondent agrees to be responsible for any breach of this Agreement by its Representatives.

Respondent agrees to protect the Confidential Information received from LICHFL with the same degree of care as

it normally exercises to protect its own proprietary information of a similar nature. Respondent agrees to promptly

inform LICHFL of any unauthorized disclosure of LICHFL’s Confidential Information.

The Respondent shall ensure that their employees will not disclose any information of LICHFL during their

employment with the Respondent and will use reasonable efforts to ensure that its employees will not disclose any

information of LIC even after they cease to be the employees of the Respondent. The Respondent shall ensure this

by its own internal agreements.

Confidential Information does not include information that Respondent can reasonably prove, falls within any of

the following:

Information that either is legally in either party’s possession or publicly available to either party prior to

the disclosure of such information hereunder;

Information that, subsequent to its disclosure hereunder, becomes publicly available to either party without any

violation of this Agreement by either party;

Information that becomes legally available to either party on a non-confidential basis from any third party, the

disclosure of which to either party does not, to either party’s knowledge, violate any contractual or legal obligation

such third party has to either party with respect to such information ;

Information that is independently acquired or developed by either party which can be evidenced by written

records; or information that is explicitly approved for release by written authorization of LICHFL.

In the event that Respondent is required by law in any judicial or governmental proceeding to disclose any

Confidential Information, the Respondent will give LICHFL prompt written notice of such request so that LICHFL

may seek a protective order or appropriate remedy. If, in the absence of a protective order, Respondent

determines, upon the advice of counsel, that it is required to disclose such Confidential Information, it may disclose

such Confidential Information only to the extent compelled to do so; provided, however, that the Respondent gives

LICHFL written notice of the portion of Confidential Information to be disclosed as far in advance of the disclosure

12-Nov-2020


as is practicable and uses its best efforts, at its own expense, to obtain assurances that confidential treatment will

be accorded to such Confidential Information.

No license expressed or implied in the Confidential Information is granted to Respondent other than to use the

information in the manner as is permitted in RFP or by LICHFL.

Respondent agree that Confidential Information is and shall at all times remain the property of LICHFL. Respondent

acknowledge that the Confidential Information is confidential and material to the interests, business and affairs of

LICHFL and that the disclosure thereof (other than as permitted under this Agreement) would be detrimental to

the interests, business and affairs of LICHFL. No use of such Confidential Information is permitted except as

otherwise provided herein and no grant under any of the party’s intellectual property rights is hereby given or

intended, including any license (implied or otherwise). All information shall remain the property of LICHFL and shall

be returned upon written request or upon the

Respondent’s determination that it no longer has a need for such information.

No license to the Respondent, under any trade secret or any other intellectual property right, is either granted or

implied by the disclosure of information to the Respondent. None of the information which may be disclosed or

exchanged by LICHFL shall constitute any representation, warranty, assurance, guarantee, or inducement by

Respondent to LICHFL of any kind, and in particular, with respect to the non-infringement of trademarks, patents,

copyrights, mask work rights, or any other intellectual property rights, or other rights of third persons or of LICHFL.

There are no warranties expressed or implied by this Agreement. Without limiting the foregoing, neither LICHFL

makes any representations nor extend any warranties, express or implied, as to the adequacy or accuracy of

Confidential Proprietary Information or any other information or data related thereto, or with respect to the use

thereof by Respondent.

Neither this NDA nor the disclosure or receipt of information from LICHFL to the Respondent, shall constitute or

imply any promise or intention to pursue any business opportunity described in the Confidential Information or

make any purchase of products or services by LICHFL or its affiliated companies or any commitment by LICHFL or

its affiliated companies with respect to the present or future transaction between the parties.

Respondent shall not modify or erase the logos, trademarks etc., of LICHFL or any third party present on the

Confidential Information. The Respondent shall not use or display the logos, trademarks etc., of LICHFL in any

advertisement, press etc., without the prior written consent of LICHFL.

Upon the request of LICHFL, the Respondent, will within 7 days of receipt of such request, return or destroy all

Confidential Information and any notes, correspondence, analyses, documents or other records containing

Confidential Information, including all copies thereof, then in the possession of Respondent or its Representatives

and shall certify the fact of having destroyed the Confidential Information in writing to LICHFL. Such return,

however, does not abrogate the continuing obligations of Respondent under this Agreement.

Respondent agree and acknowledge that monetary damages would not be a sufficient remedy for a breach of this

Agreement and that LICHFL shall be entitled to specific performance or any other injunctive relief as a remedy in

equity for any such breach of this Agreement. Any remedy shall not be deemed to be exclusive or all-inclusive and

shall be in addition to any and all other remedies which may be available to LICHFL in law or equity.

Confidential Information provided to the Respondent does not and is not intended to represent an inducement by

LICHFL or a commitment by LICHFL to enter into any business relationship with the Respondent or with any other

12-Nov-2020


entity. If the parties desire to pursue business opportunities, the parties will execute a separate written agreement

to govern such business relationship.

The Respondent agree that during the existence of the term of this NDA and for a period of one year thereafter,

the respondent shall not solicit directly or indirectly the employees of LICHFL.

Respondent agree that all of its obligations undertaken herein as the Respondent shall survive and continue for the

period of the existence of this NDA and a period of five years thereafter regardless of any prior termination of this

NDA.

This NDA constitutes the entire understanding between the Parties hereto as to the information and merges all

prior discussions between them relating thereto.

No amendment or modification of this NDA shall be valid or binding on the Parties unless made in writing and

signed on behalf of each of the Parties by their respective authorized officers or representatives.

The Respondent understand and agree that no failure or delay by LICHFL in exercising any right, power or privilege

hereunder shall operate as a waiver thereof, nor shall any single or partial exercise thereof preclude any other or

further exercise thereof or the exercise of any right, power or privilege hereunder.

The Respondent herein agree and undertake to indemnify and hold LICHFL harmless from any loss, damage, claims,

liabilities, charges, costs, or expense (including reasonable attorneys’ fees), that may arise or be caused or result

from or be paid/incurred/suffered or caused to be paid/incurred/ suffered by reason of any breach, failure, delay,

impropriety or irregularity on its part to honors, observe, adhere to, abide by or comply with any of the terms and

conditions of this Agreement

This Agreement shall be governed and construed in accordance with the laws of India.

In the event that any of the provisions of this Agreement shall be held by a court or other tribunal of competent

jurisdiction to be unenforceable, the remaining portions hereof shall remain in full force and effect.

Respondent agree not to assign this Agreement or any interest herein without express prior written consent of

LICHFL.

Nothing in this agreement and no action taken by the Respondent pursuant to this agreement shall constitute, or

be deemed to constitute, a partnership, association, joint venture or other co-operative entity or arrangement.

This Agreement is entered into by the Parties on a Principal-to-Principal basis and no other meaning can be assigned

in interpreting any of the terms contained herein.

Any dispute or claim arising out of or in connection herewith, or the breach, termination or invalidity thereof, shall

be settled by arbitration in accordance with the provisions of Procedure of the Indian Arbitration & Conciliation

Act, 1996. The arbitration tribunal shall be composed of a sole arbitrator, and the Parties shall appoint such

arbitrator with mutual consent. The place of arbitration shall be Mumbai, India and the arbitration proceedings

shall take place in the English language.

IN WITNESS WHEREOF, the Respondent has caused this Agreement to be executed as of the date set forth above.

For and on behalf of <Respondent Company> <Address of Respondent>

Authorized Signatory

Name:

Designation: Office Seal: Place:

12-Nov-2020


Annexure A.4 Details of Litigation(s)

Details of Litigation(s)

Ref: LICHFL/CO/IT/2020-21/RFP007 Dated:

(A) Details of litigation(s) the Bidder is currently involved in, or has been involved in for the last three

years:

1. Party in dispute with :

2. Year of initiation of dispute:

3. Detailed description of dispute:

4. Resolution / Arrangement arrived at ( if concluded ) :

(B) Blacklisted by any Govt/PSU/Reputed Listed company for corrupt or fraudulent practices or non-

delivery, non-performance in the last three years.

Witness: Bidder:

Signature: Authorized Signatory:

Name and Address: Name and Address:

Date: Date:

12-Nov-2020


Annexure A.5 Summary of Assets to be covered under AMC

Asset to be covered under AMC / support for next 3 years are as under:

Asset Type Support Type 2013 2014 2015 2016 2017 2018 2019 2020 Grand Total

Desktop

AMC + FMS 706 442 226 1374

FMS 216 509 594 1319

Laptop

AMC + FMS 3 3 14 20

FMS 14 15 26 43 98

Printer (Dot Matrix)

AMC + FMS 96 18 16 130

FMS 87 87

Printer (Laser) AMC + FMS 5 98 136 46 29 314

Printer (LaserJet) AMC + FMS 5 5

Printer (Line) AMC + FMS 3 3

New Purchases will be added to the in the year 2020 and 2021.

Approx. no. of new desktops procured each year is 300 each year. The new procurements will be under Warranty

and will require all support excluding onsite support.

12-Nov-2020


Annexure A.7 Commercial Quote for AMC of hardware

Total Cost

Cost for AMC (TCO)

GST TOTAL COST

Cost For Year 1

Cost For Year 2

Cost For Year 3

TCO

Cost Bifurcation Table

Item wise Cost Cost per Annum GST TOTAL COST

AMC+FMS/FMS for all the assets

If Any other item1 specify

If Any other item2 specify…….

………

Cost For Year 1

…..

…..

Cost For Year 2

…..

…..

Cost For Year 3

(Amount shown in Total Cost table should match with the year wise amount shown in Cost Bifurcation Table)

AMC period mentioned includes Hardware AMC and Preventive Maintenance. Cost of AMC includes all the terms and conditions as mentioned in Part B of RFP the Scope of Work. Cost of the tool to be included in the cost of AMC only.

The contract may be extended for another two years based on third year pricing.

I/We hereby declare that the taxes mentioned/charged in the annexure are as per the tax laws applicable in India.

Authorized Signature:

Name and Title of Signatory: Name and Address of Firm/Company: (With Company Seal)

Note:

1. For assets which where warranty is expiring within the period AMC will be paid on pro-rata basis.

2. AMC period mentioned in months includes Hardware AMC and Preventive Maintenance.

3. LIC HFL reserves the right to negotiate the AMC prices after the completion.

4. The cost of AMC is all inclusive.

12-Nov-2020


5. The vendor is expected to provide us the Component wise bifurcation to match each year pricing. After

RA each year cost and component cost will be arrived based on final price by reverse calculation in the

same proportion.

6. The assets may be added or deleted based on the pricing in the below table.

(Excluding Taxes)

Product Description AMC + FMS Cost (per asset per year)

FMS Cost (per asset per year)

Desktop

Laptop

Printer(Dot Matrix)

Printer(Laser)

Printer(LaserJet)

Printer(Line)

Grand Total

12-Nov-2020


Annexure A.8

COMPLIANCE STATEMENT Date: (To be submitted by all the vendors participating in Reverse Auction)

To:




V.N. Road, Fort, Mumbai – 400001.

DECLARATION

We ______________________ (name of the company) have submitted our bid for participating in Company’s RFP

dated _________ for procurement of ____________.

We also confirm having read and understood the terms of RFP as well as the Business Rules relating to the Reverse

Auction for this RFP process.

As per the terms of RFP and Business rules, we nominate Mr. ______________, designated as ______________ of

our company to participate in the Reverse Auction.

We accordingly authorize LIC Housing Finance Limited and / or the Auction Company to issue user ID and password

to the above named official of the company.

Both LICHFL and the auction company shall contact the above named official for any and all matters relating to the

Reverse Auction. The contact details are as below:

Email: -

Mobile:-

We, hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the company in the auction

process, failing which we will forfeit the EMD. We agree and understand that LIC Housing Finance Limited may

debar us from participating in future tenders for any such failure on our part. Authorized Signature with company seal Name and Title of Signatory: Name of the Company / Organization – Address:

12-Nov-2020


Annexure A.9

Letter of Authority for participation in Reverse Auction Date:

To:




V.N. Road, Fort, Mumbai – 400001.

We ______________________ (name of the company) have submitted our bid for participating in Company’s RFP

dated _________ for procurement of ____________.

We also confirm having read and understood the terms of RFP as well as the Business Rules relating to the Reverse

Auction for this RFP process.

As per the terms of RFP and Business rules, we nominate Mr. ______________, designated as ______________ of

our company to participate in the Reverse Auction.

We accordingly authorize LIC Housing Finance Limited. and / or the Auction Company to issue user ID and password

to the above named official of the company.

Both LICHFL and the auction company shall contact the above named official for any and all matters relating to the

Reverse Auction.

We, hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the company in the auction

process, failing which we will forfeit the EMD. We agree and understand that LIC Housing Finance Limited may

debar us from participating in future tenders for any such failure on our part.

Authorized Signature with company seal Name and Title of Signatory: Name of the Company / Organization – Address:

12-Nov-2020


Check List

(List of document to be submitted in the following order)

S. No. Documents to be submitted Submi

tted

(Yes/

No)

Page No.

1 Annexure A.1 Information about the Bidder

2 Annexure A.2 Letter of Submission

3 A Demand Draft / Pay Order of Rs. 1,00,000 towards bid

security/ EMD

Financial Reports P&L statement and Balance Sheets for last

3 years.

4 Copy of registration certificate should be enclosed.(The

bidder and its child should be a registered company as per

Companies Act, 1956, in operation continuously for the last

5 years.)

5 Copy of Purchase Order / Work Order. One of the work

Orders should be minimum 5 years old showing experience

in the area of IT Facility Management Service and

maintaining IT equipment’s with similar organizations etc.

With same magnitude and complexity of work. The bidder

should have experience in working with Windows, Desktop

and Server Operating Systems.

6 Self-Declaration that the bidder meets all statutory

compliances for manpower deployment and service support.

7 Details of Existing support Infrastructure in execution of

similar work in State / Central Government Departments /

PSU/ Any Reputed Pvt. Org. Supporting documents with

location details / address / phone Nos. to be submitted.

Mere presence of personnel in a customer site would not be

considered as IT Infrastructure services presence

8 Details of ISO 9001:2000 standard/certified process

framework and FMS division and remote management

center / NOC

Copies of ISO 27000 certification for security & ISO 20000

certification

12-Nov-2020


9 Letter of Partnership from OEM showing Direct Partnership

with original Equipment Manufacturers- Microsoft/ Cisco/

HP/ Dell/Acer/IBM (Minimum three OEMs).

10 Self-Declaration for details of Technical support resources on

Pay-roll

11 Self-Declaration for providing ITIL Resources for service desk

management.

12 Service Presence near to locations where LICHFL is having

Branches. Provide Service Centres and their proximity to the

LICHFL Branches

13 Details of the Proposed Solution covering the following

aspects for AMC Deliverables:

Service Methodology and approach. Call

Response/Resolution Time / User Satisfaction. No. of

Resources available on-site. Call-flow & Escalation

Management , SLA Commitment and Management Process

14 Tool factored for Call management, SLA and Asset

Management - ITIL V3 compliant Service Desk and Asset

Lifecycle management. With Tool Capabilities

15 An undertaking from the bidder that the bidder is complying

with all the conditions of the terms & conditions and

Technical specifications of the bidding document as no

deviation will be acceptable to the company.

16 Undertaking from the Bidder, confirming his unconditional

acceptance of full responsibility for executing the ‘Scope of

work’ and meeting all obligations of this Bid

17 Annexure A.4 Details of Litigation(s)

18 Non-disclosure Agreement as per Annexure A.3

19 ANNEXURE A.7 Blank commercial Format Price Schedule

20 Any Other Document

Financial Bid

21 ANNEXURE A.7 Price Schedule. (To be Part of Financial Bid)

---End of Document--