Annual Maintenance Contract Tender Documents IBA Final by TEC

8/6/2019 Annual Maintenance Contract Tender Documents IBA Final by TEC

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The Institute of Business Administration

Tender No: IT/05/2010-11

BIDDING DOCUMENTS FOR

Annual Maintenance Contract 2011

March 2011

ICT Procurement Division

The Institute of Business Administration

Main Campus & City Campus

Karachi

______________________________________________________________________________ICT Procurement Division


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(Phone # 111-422-422 ext 238, Fax # 99261508, Email:[email protected]

INVITATION FOR BIDS

1. The Institute of Business Administration (IBA) - Karachi, invites bids from bidders forthe Hardware Maintenance support & services of the Goods for the IBA Campuses.

2. The IBA Karachi requests Tender Bids in sealed envelopes for the lots mentioned inScheduleA1 of this document. Proponents applying for bids should submit two separate

sealed bids/envelopes, one for Technical Proposal and one for Financial Proposal.

3. The Technical Proposal should contain all the bid items without quoting the price andmust list support during warranty/Maintenance period. Financial bids of the Firms not

selected on Technical basis will not be opened.

4. All bids must be accompanied by a call deposit of (2.5%) of total bid amount in favor ofThe Institute of Business Administration, Karachi and must be delivered to the office of

the Director Finance, IBA Karachi Main Campus, Karachi University, Karachi UniversityRoad in a separate envelope with tender submission.

5. The IBA will not be responsible for any costs or expenses incurred by bidders inconnection with the preparation or delivery of bids.

6. Bidders shall submit Bids, which comply with the Bidding Documents. Alternative Bidswill not be considered.

7.

Delivery of all items must be made within Six (6) weeks of issuance of purchase order, ifapplicable.

8. All prices quoted must include all Taxes applicable, such as GST, Income Tax, etc.Failure to supply items or to perform services at such prices would lead to cancellation of

order & forfeiture of 2.5% call deposit money.

9. The Bidder should bid for each item in a lot. Failure to meet this condition will causedisqualification.
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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GENERAL INSTRUCTIONS FOR THE BIDDERS

The bidders are required to carefully note the following instructions, terms &conditions etc:

1. A Bid not submitted in conformity with the specifications / terms & conditions shall not beconsidered by the IBA .

2. The IBA reserve the right to modify the Bidding Documents at any time prior to the deadlinefor submission of bids, on the request of the prospective bidders for any clarification or atits own initiative, for any reason. This amendment shall constitute part of the BiddingDocuments. In order to afford the prospective bidders a reasonable time to take theamendments into account in preparing its bid, the IBA may at its discretion extend thedeadline.

3. The bidder shall prepare one Technical and one Financial Bid, clearly marking each asTECHNICAL and FINANCIAL. In case of any discrepancy between the TECHNICAL and

the FINANCIAL, the TECHNICAL proposal shall prevail. The bidder shall seal theTechnical proposal and the Financial Bids separately in an INNER and an OUTERenvelope, duly marking the envelopes as "TECHNICAL" and "FINANCIAL".

4. The Financial Bid shall comprise of the following:

(i) The bidder shall complete Schedule-A1 (Price Schedule) clearly for all the items inaccordance with the instructions contained in this document.

(ii) The quoted Price shall be inclusive of all applicable taxes and final.(iii)

The quoted Price shall be valid for (120) days from the closing date of the bids.

(iv) Price shall be quoted in Pak Rupees.(v) The bidder shall furnish, as part of its bid, a bid security for the amount of not less

than (2.5%) of the Total Bid Price.

(vi) The bid security shall be denominated in Pak Rupees. It shall be in the form of CallDeposit Receipt (CDR) issued by a scheduled Bank operating in Pakistan.

5. The Technical Bid shall comprise of the following

(i) Bidders warranty and representation to the satisfaction of the IBA that it hasnecessary authority and permission from its Principal/Manufacturer for supply andinstallation of the goods/Software Licenses, if applicable.

(ii) Documentary evidence that the Machinery and the Equipment are in conformitywith the specifications as laid in Schedule-A1. This may comprise of literature,drawings and data. The Bidder shall also furnish detailed descriptions of theMachinery and Equipment along with its salient technical and performancefeatures/characteristics, if applicable.


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6. The bid not in accordance with the above will be rejected by the IBA as disqualified.

7. The bid security may be forfeited:

(i) if the bidder withdraws its bid during the period of bid validity.(ii) if the bidder does not accept the correction of the Total Bid Price pursuant to

Clause 13.

(iii) if the bidder fails to supply or perform the services the Machinery and theEquipment within the stipulated time.

8. The bid shall contain no interlineations, erasures or overwriting except as necessary tocorrect errors made by the bidder, in which case such corrections shall be authenticatedby the person or persons signing the bid.

9. The INNER and OUTER envelopes shall:(i) be addressed to the following address:

Director ICT,ICT Procurement,IBA Main Campus Karachi UniversityKarachi

(ii) bear the following identification:Bid for Annual Maintenance Contract 2011

(iii)

The INNER Envelopes will bear the Name and address of the Bidder, incase it is tobe returned unopened.

10. Every Bid shall be scrutinized by the IBA to see that it meets the criteria as laid down in theBidding Documents, Prior to the detailed evaluation of the same. A substantially responsivebid is one which:

(i) is accompanied by the acceptable securities;(ii) meets the major technical criteria specified in the schedule:(iii) meets the delivery period(iv) offers clear Price i.e. the bid do not offer an escapable Price quotation;(v) is otherwise complete and generally in order(vi) Conforms to all the terms, conditions and Specifications of the Bidding Documents.


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20. The inspections and tests may also be conducted at the premises of the Bidder andthereafter at the destination.

21. In case any discrepancy is found during the inspections, the IBA may reject the items.The Bidder shall be oblige and bound to replace the rejected items at its own costs andexpense.

22. The IBA s right to inspect, test and, where necessary, reject the items after their arrivalat the site of installation shall in no way be limited or waived by reason of the goodshaving previously been inspected, tested and passed by the IBA or its representativesprior to the delivery of the same.

23 The Bidder shall furnish the Operation Manuals, service manuals and other informationpertaining to the performance and working of the Goods.

24. Before the payment is to be made by the IBA , the Bidder shall furnish IBA Guarantee froma reputable Bank operating in Pakistan equal to the amount of 10% of the total Invoice

Value, to cover the support period. The IBA reserves its right to call the IBA Guarantee incase of Bidders failure to provide any of the services / maintenance / installation ofEquipment to its satisfaction, during support period. The Bid security will be refunded afterthe support period.

25. Payment will be made by the IBA, after each quarter and receipt of 10 % IBA Guarantee.

26. Payments by the IBA shall be made subject to Withholding Tax and other Governmentlevies, in accordance with law.

27. If the Bidder fails to deliver any support or all of the Machinery /Equipment within thestipulated time specified, the IBA may deduct from the Bid Price a sum of money equal to

the 0.25% of the Bid Value for every day or part of a day between the scheduled deliverydate and the actual delivery date(s).

28. The equipments may be installed in any of the Campus of The IBA. The Bidder shallprovide comprehensive on-site maintenance warranty as per Schedule-A1 if applicable.

29. It shall be Bidders responsibility to seek clearances, permissions etc. from theGovernment / Departments whatsoever with regard to all matters including sales tax,custom duties, surcharge(s) and any other tax, levy etc. as may be applicable for thetime being.

30. The IBA , Ka rach i Rese r ves t he R igh t t o choose the bes t op t i on based on Cos t /Bene f i t s / Techno logy com b ina t i on .


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31. The vendor m us t p rov i de the backup un i t s im med ia te l y i f t he o r ig i na lequ ipment r equ i r e r epa i r. I f vendor f ai l s t hen the p l en t y impose (1% o f t hetota l cont rac t am ount per day) on i t t i l l the backup un i t or or ig ina l un i t notr ece ive by IBA .

32. The t imings o f REs a l ready m ent ion bu t i f IBA requ i re the i r serv ices otherthen p resc r ibe s chedu le t hen Res m us t f o l low the i ns t r uc ti ons g i ven by IBAAuthor i t y .

33. Vendor m us t a l so p rov ide the backups o f Res a s w e l l.34. The most responsive bidder will finally conduct the survey in both the campuses, hostels

where the hardware installed and out of warranty, tagging all these hardware and makethe final inventory list which will be the part of final agreement, this will perform by thevendor at his own cost.


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______________________________________________________________________________

Annexure - A

Table of Contents for SCOPE

Executive Summery

Scope

Customer Services Statement

Outsourcer Helpdesk Services Desktop

(Hardware / Software)

Ms. Exchange / Windows AD

Network

Helpdesk Hours of Operations

Customer Responsibilities

Help Request Services Methodology

Basic Troubleshooting Steps

Method to Contact Helpdesk

Tech Support Standards and policies

Hardware Policies

Software Policies

Support Specifications

Escalation Policy

Hierarchy of Help Desk Unit


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Inventory Details under this agreement

Executive Summery

The purpose of this Services Level Agreement (SLA) is to acquaint customer end users with the policies.

Items that will be discussed in this document are the hours of operation, contact methods,

departmental goals and end-user responsibilities. It should be used as a reference when requesting

technical assistance.

Scope

This document describes basic Services Level for the company wide IT helpdesk function. The IT

helpdesk services and support will be provided for all software and hardware that has been approved.

As a general rule, business or departments are reconcilable for support when implementing

technology components outside the scope of this document, unless support arrangements have been

prearranged with IT helpdesk.

Customer Service Statement

Helpdesk is committed to delivering quality service by:

Striving to ensure customer satisfaction Reporting to requests for support within published time frames Interacting with vendors / consultants ad users in a respectful and courteous manner Requesting feedback for opportunities for improvement Continuously working to improve the quality of service Regularly reviewing and monitoring established performance indicators Reporting for higher authorities time to time. Always try to meet time lines and commitments.


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Helpdesk Services

The goal of helpdesk is to improve and maintain a high level of customer support by providing

consistent, reliable and timely support services. Commitments require to satisfy our customer and to

provide support in the following areas:

Desktop (Hardware & Software)

Windows installation Windows Drivers installation Windows Application installation Windows Patch installation Windows Troubleshooting Antivirus installation Hardware installation Hardware troubleshooting Hardware Preventive Maintenance Log H/W Compliant to maintenance services provider Follow-up with maintenance services provider for H/W Complaints Backup hardware always available for in time support. Computer Disposal with the consent of IBA Management Management of Hardware inventory of IBA Support in Warranty related issues & supportCustomized Software

Front end Installation Front end user Support Raise help request and follow up with consultants/ Management of IBA Desktop Backups Backup folder synchronization at Server for dual redundancy.MS. Exchange / Mail Server

Front end user Support Raise help request and follow up with consultants/ IBA Management.Network Network Troubleshooting Raise help request and follow up with vendors / IBA Management.

Any Services that are running in the IBA, support of them are the part of the helpdesk support.


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Hours of Operation

The Outsourced Source Company on site Helpdesk services are available during the following hours of

operation:

Site Days (Excluding Holidays) Trimmings

At (Out Source

Company office

)House

Monday to Friday

Saturday

9:00 AM to 6:00PM

9:00 AM to 2:00PM

At IBA City Campus Monday to Saturday (Except Friday)

Friday

08:30 AM to 09:00PM

8:30 AM to 9:00PM

At IBA Main Campus Monday to Saturday (Except Friday)

Friday

08:30 AM to 09:00PM

8:30 AM to 06:00PM

Note: Help requests received after 8:30 PM during closed hours will be considered on the next

business day. In case of any emergency after office hours contact on following numbers:

1- Residence Engineers

2- Helpdesk Operator3- ANM CS ICT

4- Manager CS ICT

Customer Responsibilities

In order to facilitate the support process and receive services within the parameters committed by the

SLA & Helpdesk; we suggest that all end user adhere to the flowing guidelines:

Repost all IT related problems at CRM, by telephone or sending a mail. This willhelp us to give you a proper response and escalate if required. Please see

section Method to Contact Helpdesk.

Report Problems in a timely manner Formalizer yourself with support problem resolution standard, severity levels

and response times, Please see APPENIDX STANDARD SERVICE GUIDLINE.

Provide detailed information regarding services request


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Make every effort to be available to communicate with a helpdesk staff ifrequired.

Provide consent to helpdesk staff to access the computer remotely staff ifrequired

Leave the computer power on for the time period specified when a company wide remote update is announced and follow instruction provided.

Exercise patience by understanding the volume of requests the helpdeskreceives each day and rationale for assessing services policies.

It is recommended that end- users stored their all business critical data on anetwork drive that backs up on a nightly basis. Users that a store data directly

on their local hard drive will be responsible for backing up their own

information. If any user who do not know who to take backup can request IT

helpdesk .IT helpdesk staff will take back up the data on their request.

Often its happened users did not give the feedback after the job completion andnot close their request properly. Users are responsible to provide feedback

against each and every logged request properly closed. This will help use to

more focus on real open issue and give you a better response against actually

open problem request. This will help to improve outsourced helpdesk services

and support.

Help Request Services Methodology

A. Basic Troubleshooting Steps

Before contacting each support, we recommend some basic troubleshooting steps:

Reboot, logon and try to recreate the erroro To re-boot you computer, select the Start Button in the lower left hand corner of your

screen.

o Select Shut down form the menuo Select Shutdown in the drop down boxo Wait 30 seconds and then turn your PC back on using power button on the computer

Check all plugs and make sure power is on Check to see if all hardware components are turned on, i.e. monitor , computer , printer Check to see if keyboard is in proper case i.e. Caps lock key not on for password issues Check that all computer cables are seated properly If printer problem, check for printer jams, cable attached, clear print queue, and then turn

printer off for 30 seconds and turn back on. Reboot your computer.


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B. Method to Contact Helpdesk

1. Support can be abstained using the following methods.

a) By creating on-line request at CRM (it is recommended to create you request athelpdesk CRM by yourself. In that case you will keep posted on the progress as well as

during the escalation process if required of your request. Otherwise you also have to

keep check with Helpdesk staff about the status and progress of your request. Secondly

only the user gives their feedback against the request that create the request at

Helpdesk.

b) By calling Helpdesk Numbers

When contacting helpdesk for assistance with any supported products or services, a CRM help

request/ticket will be opened and assigned ticket number. The users information and detailed

description of the problem will be entered. Helpdesk manager will assign the severity level based onnature of problem. Resolution may be attempted with the support person and the users walking thru

some advance troubleshooting steps. If the issue can not be resolved. And need some consultant help,

Helpdesk manger will forward the request to the relevant vendor or consultant.

Problem Request

Severity

Level

Description Response Time

to Customer

Completion time

Emergency A problem that affects and stop any

business processor.

30 minutes 2 hours

High A Problem with unknown

workaround but not stop any

business Process.

30 minutes 3 hours

Medium A general services request or

problem with around solution

30 minutes 4 to 8 hours

Low A service request that does not

require immediate attention or

involves long range planning.

30 minutes 2 days


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NOTE: Helpdesk staff will try to respond immediately after the receipt of call or on line request. But

based on volume of requests the Helpdesk receivers each day and the rationale of assessing services

priorities the above response time the time between the receipt of a call or on-line request and the

time that Helpdesk support employee begins working the issue. Due to the wide assortment of

problem that can occur, and the tactics needed to resolve them, response time IS NOT defined as the

time between the receipt of a call and problem being solved. After a technician as had the

opportunity troubleshoot. It is upto the technician and the user to negotiate and set any necessary

deadlines.

Tech Support Standards and Policies

Hardware Policies

The IT Department and Management of IBA is responsible for purchasing and disposing while

Helpdesk Team is responsible for inventorying, tracking and tagging of all IBA owned computerequipment. This included items such as monitor, CPUs, Laptops, printers, and scanners, etc. Outsource

company will not work on any equipment that does not have an IBA Inventory tag attached which is

verified by Outsource Company. IBA Management must sign and accept the asset when ever they

purchase new equipment and inform helpdesk. Helpdesk should have information of Tags along with

serial numbers.

Software Policies

Helpdesk will install and support properly licensed and approved software from IBA

Management. helpdesk will periodically verify software licensing to ensure compliance. If unlicensed

software is found, it will be removed from the computer and Helpdesk will not be responsible to provide

support against data saved in these unlicensed formats and it will ask from the helpdesk how can a user

install any pirated software/OS.

Support Specifications

The following supports specification will be utilized by Helpdesk to assist in providing customers with the

best services possible are:

Helpdesk is the first point of contact for all IT related issues and problems. As helpdesk is providing wide

range of services, so helpdesk forward these requests to the relevant consultants and keeps follow-up

and update user accordingly.

Support Relevant Authorities

First point of contact for all Request Helpdesk located at IBA campuses

Desktop Hardware and software Helpdesk located at IBA campuses


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Troubleshooting

Network Troubleshooting Helpdesk located at IBA campuses

Hardware Preventive Maintenance Helpdesk located at IBA campuses

Hardware Maintenance Helpdesk located at IBA campuses

Windows Active Directory and Exchange/E-

mail Administration & Maintenance

Helpdesk located at IBA campuses

Customized Software Requirement IT Manager & Management of IBA

New Software and or Hardware Authorization. IT Manager & Management of IBA

Escalation Policy

The outsourced Helpdesk acknowledges that the severity level of work order requests can be

subjective and uses many factors when assigning the severity level. As a guideline, however, we

proactively escalate help request based on the assigned severity level.

The Helpdesk Supervisor at location will escalate each and every unclosed request as per agreed

procedure .if any user wish to escalate his/her request, he/she should contact the Helpdesk Supervisor

and the escalation will be handled from that point. If he/she is unsatisfied with the escalation through

outsourced Helpdesk Supervisor, Please contact Management of IBA/ IT Manger directly with anyproblems and concern.

Following is the standard agreed procedure.

IT Infrastructure Emergency Requests

Scenario Escalate Copy to

Start follow up with IBA

Infrastructure Consultant

immediately of request logged

Assistant Network Manager

IBA of relevant field.

a) User

b) IT Network Manager

Incase of no response from

IBA Infrastructure Consultant

IT Network Manager a) Userb) IT Network Manager


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with 2 hour. c) IT Senior Manager

Incase of no response from IT

Manager / Management of

IBA with 2 hour

IT Senior Manager or IT Head a) User

b) IT Network Manager

c) IT Senior Manager

In case of no response from IT

Manager / Management of

IBA with 4 hour

IT Senior Manager or IT Head a) User

b) IT Senior Manager

c) IT Head

Hierarchy of Help Desk Unit

The outsourced Help Desk unit comprises of the following positions:

Helpdesk Operator 01 Position for each campus Residence Engineers 02 Position for each campus

The job descriptions of the Help Desk staffs are defined hereunder: -

IT Help Desk Operator Job Description: (01 Position for each Campus)

Directly supervises Help Desk support technicians and carries out supervisory responsibilities in

accordance with the organization's policies. Planning, assigning, and directing work; appraising

performance; disciplining employees; addressing complaints and resolving problems. Measure and

report on Help Desk performance daily, weekly and monthly to ANM Customer Support. Ensuring all

service level agreements is met. Trains help desk staff to answer and resolve incoming calls. Assists

team in resolution of issues submitted to the Help Desk. The responsibilities of Help Desk Supervisor

include:


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Supervise technical support staffs daily activities which would include providing qualitytechnical software/hardware and desktop support with a high degree of customer

service, technical expertise and timeliness.

Assign day-to-day work assignments.

Tagging and inventory monitoring of new items. Developing, implementing, and managing operational standards and escalation

procedures to ensure service levels are maintained at a consistent level.

Document, track, and monitor problems to ensure resolution in a timely manner. Ensure work assigned to technical staff is completed in a timely and effective manner. Monitor helpdesk operations and escalate help-tickets to ensure problems are handled

as expeditiously as possible.

Oversee desktop support problems and resolutions to determine trouble trends orproblem support areas and to ensure support procedures are being followed.

Provide management reports on help-desk operations and issues regarding the supportof Information Resources.

Maintain accurate records of desktops, laptops, printers, copiers, fax machines. Updateand communicate to departments the schedule of equipment replacements.

Assist ANM Customer Support in development of standard operating procedures.IT Help Residence Engineers Job Description: (02 Positions for each Campus)

The Help Desk Engineer is responsible to follow up the complaint forwarded by the Help Desk Supervisor

and response quickly to resolve the problem. The responsibilities of Help Desk Engineer include:

Act as site engineer to directly provide the technical support within the stipulated timeand ensure the satisfaction of the complainant with user satisfaction.

Should be able to provide solutions and fixes via telephonic support, e-mail, etc Installation of hardware / Software. Join new devices to Network with coordination of ICT Department Escalate the problem according to the severity level. Maintain record of daily complaints. Should be hands on with Cisco IP phones and able to troubleshoot user end problems.

Must be familiar with network switches/SAN/outlook/etc. Resolved the complaint and report to his Supervisor.


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Qualification and Experience of Resident Engineers

Degree : BCS/BS/equivalent

Certification : MCITP / CCNA

Experience : Minimum 03 years

Qualification and Experience of HELP DESK Operator:

Degree : BCS/BS/equivalent

Certification : MCITP / CCNA

Experience : Minimum 03 years

Mobile, Computers for REs:

It is the responsibility of the company to provide the mobile phones and its billing to their residence

engineer plus company will provide all the hardware including computers, printers to their residence

engineer working in IBA premises.

Complaint Management System:

Company will install and run the Complaint Management System free of cost in both campuses of IBA,

the software must also be manage the hardware inventory and warranties as well.

Penalty Clause:

The company will liable to pay the penalty to IBA if the Residence Engineer absent from duty and

company will not send the Residence Engineer of same capacity to IBA without any delay. Rs. 1500/day

will be charged.

If the company fail to provide the backup equipment within 24hrs of same capacity they will be charged

Rs.2000/day.


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Annexure A1

Computer & IT Equipments A

Repair & Maintenance CHARGES

IBA MAIN & IBA CITY

S.No. Server Qty Unit Cost per

Month

Total Cost per Month

1 HPML350 6

2 HPML370 G3 3

3 BLADE SERVER 12

4 INBOX MACHINE 1

5 XCON 2

TOTAL

S.No. PRINTER Qty Unit Cost per Month Total Cost per Month

1 HP 1320 17

2 ALL IN ONE M1522NF 1

3 HP COLOR LEASERJET 1500 1

4 HP DESKJET 6543,D1560 2

5 HP P3005 20

6 HP P2015 20

7 HP COLOR 3800 1

8 HP 3050 3

9 HP 5200 3

10 HP 2025 1

11 HP 2420,3050 2

12 HP ALL IN ONE M1522NF 1

13 HP 2006 N 2


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14 HP 20152 1

15 HP 1100 1

16 HP C4224 1

TOTAL

S.No. SCANNER Qty Unit Cost per Month Total Cost per Month

1 HP 11

TOTAL

TOTAL

Area Support IBA OFFICE TIMING

Qty cost per month

City Campus Help Desk Operator 1+1

Main Campus Help Resident Engineer 2+2

Note: IBA Karachi has a right to increase or decrease the hardware inventory and the amount also

increase or decrease accordingly.

Price of Consumable Parts for Printers (Warranty period)

Price of Consumable Parts for Toshiba Laptops (Warranty Period)


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Annual Maintenance Contract Tender Documents IBA Final by TEC

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Transcript of Annual Maintenance Contract Tender Documents IBA Final by TEC