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Scope of Work

1 Introduction
This Request for Proposals (RFP) is to invite proposals to enter in to a contract from interested Vendors
(PROVIDER) to provide a all-encompassing solution for Customer Relation Management Solution to
supplement its commercial operations.

The remainder of this document provides additional information and detailed requirements to facilitate
interested vendors to submit a proposal for further evaluation and possible award of the contract.

2 Pre Requisite
Prior experience in implementing CRM solution for medium sized full service carrier Airlines is
preferred. Vendors should provide Airline References as part of the proposal.

3 Existing System
Client is currently using the Sabre Reservation Host, Sabre Departure Control System (SSCI) and Sabre
Sonic Internet and Mobile Booking Engines (SaaS Model). Client is hosted on Amadeus Crane System
for Loyalty Management. Client corporate website is hosted on Drupal CMS, use Google Analytics (GA)
and Google Tag Manger (GTM) for tracking of web traffic and further analysis.

4 Objectives:
1. To implement an end to end Customer Relation Management solution to optimize business
processes in the Marketing, Sales and Service Departments.
2. To facilitate personalized interaction between the airline and the customer based on his needs
and preferences and thru web and mobile channels.
3. To lower process costs in customer relationship management.
4. To obtain single view of the customer irrespective of various interaction touch points to improve
customer loyalty and to better understand the customer needs.

5 Requirements Specifications
The requirement specifications listed in subsequent pages represent functions, characteristics and
features of the expected system. The contract will be awarded to the most competitive PROVIDER who
is capable of implementing a solution that is beneficial to Client in terms of efficiency, effectiveness,
reliability, security and performance and aligned to the Objectives of the airline.

Please respond to each and every item by explicitly stating fully compliant (FC), partly compliant (PC) or
not compliant (NC). Where requested to do so, please provide additional details/documentation in the
proposal. Incomplete response may result in rejection of the proposal.

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Response to the requirement specification from PROVIDER will form an integral part of the Contract for
the provision of Services to Client.

While answering, please make sure the same layout and order of the requirement specification is

5.1 Functional requirements

The below listed functional requirements are essential for Client. Should the vendor proposed system
have additional capability / functionality, the same should be highlighted in the proposal.

5.1.1 General Vendor proposal (Default offerings)

FR-1 Provide the comprehensive list of configurable business rules within the tool which is by default
available for Client as part of the offer (Provide as Appendix).
FR-2 Provide different pricing models on the service options with pricing (Provide as Appendix).

5.1.2 Offer Management

FR-3 The solution should support the creation and management of Common Offers across both
Inbound and Outbound communications.
FR-4 The solution should support Offer Meta Data holding information such as costs, references to
content management, etc.
FR-5 The solution should allow for an Offer to be switched on/off? For example, at Campaign level, or
Channel level. Or with Start/End Dates.
FR-6 The solution should support the ability to assign at the channel attributes to an offer/proposition
and configure channel attributes if needed. E.g. offer attributes / information / value or value
calculation / start or end dates / max no of accepts etc.
FR-7 The solution should support management of the Lead Funnel from anonymous visitor/ caller to
customer/qualified out prospect with contact data? If so, please describe the capabilities
FR-8 Does your solution integrate with MRM solutions? If so which ones have you integrated with?

5.1.3 User Security, Audit and Management.

FR-9 Solution should have the capability to be linked to Lightweight Directory Access Protocol (LDAP)
or Single Sign On (SSO) to allow for an automated process for Joiners, Movers & Leavers.
FR-10 Solution should have the capability to ensure that users requesting access to the system must be
authenticated? System must have the ability to verify Users logon details against current
permitted user data.
FR-11 Solution should have the capability to define roles to control user access permissions to deploy
decisions to live.
FR-12 Should have workflow feature based on different roles.
FR-13 Facility for user account management including change and retrieve user password.
FR-14 Solution should support audit trails, security logs and monitoring?
FR-15 Solution should support version control of user objects (campaigns, decision logic etc.)?
FR-16 Solution should be offered on SSL, and should support for Client domain configuration.

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FR-17 Solution should provide real time statistics/dashboard of its key operations?

FR-18 Provide the training and handholding offerings as part of the proposal.

5.1.4 Usability and Graphical User Interface

FR-19 Solution should support configuring of Client branding and look & feel.
FR-20 Solution to present a simple, user friendly and non-technical user interface e.g. drag and drop?
FR-21 Solution should provide the same user interface for designing and building rule based outbound
and inbound campaigns?
FR-22 Solution should provide clear, concise and non-technical error messages?
FR-23 Solution should provide context sensitive help text?
FR-24 Solution should allow object sharing? i.e. share output template, campaigns, programs, offers,
FR-25 Solution should provide the ability to manage the decision rules in a transparent, efficient and
controlled manner. Design transparency is required so it is clear how the decision will be made,
and execution transparency, so it is clear how each specific decision was made.
FR-26 Solution should provide concurrent development of decision logic. How does it handle multiple
business users making changes to decision logic at the same time? How does your tool handle
multiple branches of the decision logic releases?

5.1.5 Campaign & Rule Management

FR-27 Solution should provide the ability to use all customer related data (demographic, transactional,
interaction, channel etc.) when defining the campaign management selection criteria?
FR-28 Solution to have the capability to use unstructured data?
FR-29 Solution to provide the capability to use real-time events to trigger a campaign?
FR-30 Solution to have the capability to check on current product holdings to ensure that products and
services the customer already has are not presented as offers.
FR-31 Solution to have the capability to manage multiple customer journeys concurrently?
FR-32 Solution to provide the ability, in the same user interface, to define and manage customer
journeys across outbound & inbound touch points and across time?
FR-33 Solution should provide the capability to re-use logic or logic components, selection components,
business rules, and models across both inbound and outbound channels?
FR-34 Solution to support flexible, user defined Contact Rules? If so, please describe typical contact
rules that are deployed.
FR-35 Solution should support Control Cells? Can it create indicative, random Control Groups? Are these
Control Groups defined as a value or percentage? Can they be identified in the Campaign History?
FR-36 Solution should support splitting large campaign outputs into waves. Is this defined as a value
(e.g. an Email campaign of 1m emails into 200k per day) or as a percentage (1m emails into 20%
per day)? Is the Lag Time between Waves user definable?
FR-37 Solution should support creating of rules and should be able to mimic the targeted audience
before dispatching the campaigns to the customer base.
FR-38 Solution should allow for the inclusion of ad-hoc external data within selection criteria?
FR-39 Solution should provide the ability to incorporate published Predictive Analytics Models.

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FR-40 Solution should provide the ability to interface data from a process (e.g. call from a website)?
FR-41 Solution should provide the ability to incorporate self-learning adaptive analytics?
FR-42 Solution should provide the ability to use real-time context information from the interaction
touch points e.g.
- Device (web and mobile)
- Browser (web and mobile)
- Location (web and mobile)
- Information already provided in the interaction (e.g. name, address etc.)
- Whether the customer is responding to a push communication e.g. clicked through on an email
- Which agent (or agent type) is handling the call (agent desktop)
FR-43 Solution should provide the flexibility to determine final ranking (flexible arbitration). For
example, the ability to apply Business rules that override some behavior that models and scoring
may determine as optimal, but the business may not.
FR-44 Solution should provide the ability to prioritize business rules.
FR-45 Solution should provide the ability to control frequency, e.g. it must be possible to associate
frequency rules with decisions (e.g. dont show this action more than x times; dont show this
action more than x times in 30 days).

5.1.6 Touch point Integration

FR-46 Can your solution use different output templates for different touch points to send leads and
associated personalization details?
FR-47 Can your solution include derived fields for personalization in the output templates e.g. balance
headroom, points needed to reach a target etc?
FR-48 Solution should allow the creation and sharing of common Output Templates.
FR-49 Solution should support common accepted formats e.g. text, CSV, Excel.
FR-50 Solution should support automated direct transfer via Secure FTP pre-configured recipient.
FR-51 Solution should support the output of Encrypted Data.
FR-52 Solution should support dynamic Output Data File Names? e.g. use <Campaign Name>+<Create
FR-53 Solution should provide leads to direct mail print houses.
FR-54 Solution should integrate (2 way) with Email Service Provider (ESP) to push Email and SMS.
FR-55 Solution should be able to push batch campaigns on a scheduled basis to the ESP (no manual
FR-56 Solution should automatically update its contact and interaction history based upon how
individuals interact with the emails/SMS sent e.g. bounce backs, opens, click-through, opt-outs
FR-57 Solution should be called by the Airline website and other relevant websites to present content
and messages for anonymous customer's in real-time.
FR-58 Solution should be called by the Airline website and other relevant websites to present content
and messages for anonymous customer's in real-time where we have a cookie but have not
identified the customer.
FR-59 Solution should be able to track how customers have responded (including impressions) to
content and messages in Airline websites in real-time.

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FR-60 Solution should be able to track how customers have responded (including impressions) to
content and messages in authenticated digital platform in real-time.
FR-61 Can your solution be called by our mobile app to present content and messages for identified
customer's in real-time.
FR-62 Solution should be able to track how customers have responded (including impressions) to
content and messages in our mobile app in real-time.
FR-63 Solution should be able to trigger push notifications, alerts and badges to our mobile app for
identified customer's in real-time, near real time and/or in batch.
FR-64 Solution should be able to track how customers have responded to push notifications, alerts and
badges in our mobile apps in real-time.
FR-65 Solution should be able to determine when to show web-chat to a customer in our digital
environment in real-time.
FR-66 Solution should be able to determine what prompts to show for a customer in the Agent Desktop
in real time or near real time.
FR-67 Solution should be able to track how customers have responded to the Agent Desktop prompts in
FR-68 Solution should be able to direct customer's through the IVR?
FR-69 Solution should be able to present messages through the IVR.
FR-70 Solution should be able to track how customers have responded to messages presented in the
FR-71 Solution should be able to determine what prompts to show an Agent for a customer in outbound
telemarketing in real time.
FR-72 Solution should be able trigger communications in Business Process Management (BPM)
solutions. Please list those you have integrated with.
FR-73 Solution should be able be called by social media to present content and messages for customers
in real-time where we have a cookie but have not identified the customer.
FR-74 Solution should be able be called by social media to present content and messages for identified
customer's in real-time.
FR-75 Does your solution integrated with mobile wallets: Apple, Samsung and Android?
FR-76 Does your solution integrate with Maxymiser in the digital environment? If so, how?
FR-77 System should be able to integrate with Sabre Host and Internet Booking Engine (SSW IBE).
FR-78 System should be able to integrate with Frequent Flyer System (CRANE from Amadeus).

5.1.7 Analytics
FR-79 Does your solution support the development, management and tuning of Predictive Models?
FR-80 If your proposed solution has predictive data mining and scoring capabilities please describe
FR-81 Does your solution provide the ability to use static scores created externally to the solution i.e.
scores calculated by any Statistical Analytics tool.
FR-82 Can your solution utilize PMML to score in Real Time?
FR-83 Does your solution have the ability for self-learning adaptive models to be updated in an offline
FR-84 The solution should provide reporting to monitor performance of self-learning adaptive models.

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5.1.8 Digital Analytics
FR-85 The solution should provide a digital analytics capability? Please describe the key capabilities at an
overall summary level and how it is integrated into the rest of your proposed solution? Key
aspects of interest include how your system uses tags, type and level of analysis (aggregated or
individual), timeliness, digital profiling, entity management etc.
FR-86 Does the solution integrate with 3rd party digital analytic platforms? If so please describe how the
integration has been done. Also list any 3rd party digital analytics platforms that your solution has
been integrated with.
FR-87 Does your solution maintain a social profile for each individual? If yes, please describe it.
FR-88 The solution should provide the ability to track customer behavior across devices?
FR-89 Does your solution provide the ability to select a group of customer's in social analytics and
include them in a push campaign (email, SMS, Direct Mail)? If so, how?
FR-90 Does your solution provide the ability to select a group of customer's in social analytics and
include them in a Display retargeting strategy? If so, how?
FR-91 Does your solution provide digital attribution? If so, please describe the capabilities at an overall
summary level. Please consider measurement metrics, how you may optimize spend on PCC and
other channels, integration and MI capability.

5.1.9 Campaigns Dispatch

FR-92 The solution should support One-Off Campaigns.
FR-93 The solution should support Recurring Campaigns.
FR-94 The solution should support Batch Presentation of Propositions.
FR-95 The solution should support near-real-time presentation of propositions.
FR-96 The solution should support the ability to schedule the deployment of decisions at a pre-defined
time (e.g. out of hours).
FR-97 The solution should support triggering campaigns / communications in response to a real
time event.
FR-98 The solution should support the import of additional data with the Trigger for use in the

5.1.10 Contact and Interaction logging

FR-99 The solution should support the logging of Direct Responses to a communication.
FR-100 The solution should support user defined Response Types and Values.
FR-101 The solution should support an Integrated Contact & Response History across Campaign
Management and Decision Management.
FR-102 The solution should provide every decisions outcome with a unique identifier to support data
matching with customer responses.
FR-103 The solution should stores its contact and response history in an format requested by Client so we
can use it for integrating with our corporate data store and additionally use it in reporting and
FR-104 The solution should provide the ability to pass back decision outputs to the data store in order to
support on-going monitoring of decision effectiveness.

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FR-105 The solution should support the logging of Messages Presented, the channel plus variable data
FR-106 The solution should track Communication such as Emails delivery/read/delete and take the
consolidated outcomes.
FR-107 The solution should track Communication Failures such as Email Bounce backs and Direct Mail
FR-108 The solution should provide the ability to associate Anonymous contacts and responses with a
customer when the customer is later identified.

5.1.11 Campaign Simulation and Forecasting

FR-109 The solution should support simple contact rules (e.g. customer can receive no more than 1 direct
mail pack in every 30 days).
FR-110 The solution should support automated integration with Campaign Management i.e. import the
campaign metadata and eligibilities from the campaign component and send the optimization
results back to the campaign management component.
FR-111 The solution should support the simulation, forecasting and optimization of changes in the
priorities for inbound interactions. If so, please describe the capabilities?
FR-112 The simulation function should provide the ability to re-run past events to see how past events
would react with different logic and/or priorities.
FR-113 The solution should provide the ability to the save and compare different simulation/
optimization scenarios?
FR-114 The solution should enable to compare inbound scenarios side by side and easily identify the
difference in results?
FR-115 The solution should enable the new set of priorities (following simulation and optimization) to be
promoted into 'live'

5.1.12 Operational Management

FR-116 Does your solution support fully automated campaign outputs, from refreshing Selections to the
generation of Output Data Files?
FR-117 The solution should support the chaining of Tasks when scheduling.
FR-118 The solution should support the chaining of Campaigns when scheduling.
FR-119 The solution should allow the easy flexing of volumes on automated campaigns? E.g. flex a weekly
automated calling campaign for varying call center demand.
FR-120 The solution should provide flexible and extensive scheduling options.
FR-121 The solution should provide robust error reporting to allow quick identification of failure.
FR-122 The solution should generate configurable alerts? E.g. alert when selection process completes or
an email send fails.
FR-123 The solution should support Housekeeping of all created objects in a straightforward way and
maintain integrity of used/linked objects?
FR-124 The solution should support the deletion/rollback of Contact and Interaction History at a
campaign level?
FR-125 The solution should provide a full overview of Production status? E.g. workflow analysis, the
status of jobs and other jobs queued.
FR-126 The solution should provide an Audit Trail of changes? E.g. Last time selection rule executed, who
changed a selection rules and what was changed, who deleted a selection rule.

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FR-127 The solution should provide Activity Reports. e.g. a report of campaign runtime/volumes over
time etc.
FR-128 The solution should support Test and Production environments and simple promotion from Test
to Production?
FR-129 The solution should support Version Control of campaign and other objects.
FR-130 The solution should provide the ability to check business rules for completeness, consistency,
logical errors and rule conflicts to help ensure that business rules are structurally and logically
FR-131 The solution should provide the ability to take copies of test data sets and amend/manage the
test data sets.
FR-132 The solution should solution provide the ability to test rules.
FR-133 The solution should enable business users to promote changes to live if the changes are within
the approved decision framework e.g. change the priority/weighting of a proposition.
FR-134 The solution should provide the ability to record and retain a historic version of rules within a
decisions rules repository. This must include access control, security, audit trails and versioning.
FR-135 The solution should have the ability to deploy decisions within online and batch processes. IT will
amend online and batch processes to integrate with the decision engine in order to invoke the
business deployed decisions within the engine.
FR-136 The solution should provide the ability to deploy a single decision rule and/or model or groups of
FR-137 The solution should provide the ability to back out/roll-back a deployed decision, rule or model.
FR-138 The solution should have the ability to revert to a default decision outcome if decision process
exceeds specific time and performance levels.
FR-139 The solution should log how a decision was made and what business rules fired in the decision
management capability.
FR-140 The solution should offer error handling and runtime statistics.
FR-141 The solution should offer de-bugging capabilities to test the logic.
FR-142 The solution should provide workflow support to review and approve the rules before prompting
to production.
FR-143 The solution should provide the ability to encrypt data in transfer and storage.

5.1.13 Reports
FR-144 The solution should provide a Data visualization capability?
FR-145 The solution should provide 20 out-of-the-box performance MI / reports?
FR-146 The solution should provide 20 out-of-the-box operational MI / reports?
FR-147 The solution should allow extracts of operational data to be taken directly from the product into a
separate data warehouse for subsequent BI Analysis.
FR-148 The solution should support user definable/configurable reports.
FR-149 The solution should support the output of data in common formats e.g. excel, csv for further
FR-150 The solution should provide us with the ability to assess the performance of a decision over time
(e.g. preferred customer offer, actual customer offer, customer decision, final outcome).

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5.2 Non Functional Requirements

5.2.1 General
NFR-1 PROVIDER shall specify and list any awards, approvals or recognitions received from the
certifying authorities or organizations in the Online Reservation Systems and provide as
appendix with the proposal.

NFR-2 Provide reference customer list as appendix with the proposal. Please include the airline name,
website address, products, contact name, contact number and email address for each airline.

NFR-3 The solution shall be flexible to support and accommodate customizations to suite industry and
local regulatory compliances. PROVIDER should maintain appropriate and necessary contact
with relevant industry standards bodies, creating systems specifications, proposing test scripts
and developing a plan for deployment of any relevant industry changes necessary for Services
to comply with industry standards in a timely manner.

NFR-4 PROVIDER is responsible for providing and agreeing with CUSTOMER a change management
process to allow the design, specification, development, proposed test scripts and deployment
of Community driven changes to the Services that benefit CUSTOMER.

NFR-5 PROVIDER agrees to deliver free of charge of all agreed Community driven Service

NFR-6 PROVIDER agrees to deliver free of charge of all Service enhancements required by industry
bodies for industry compliance.

NFR-7 PROVIDER will not force CUSTOMER to accept changes in Services without appropriate

NFR-8 CUSTOMER at its sole discretion will make the decision to move from one version or release of
the Services to another version or release of the Services.

NFR-9 PROVIDER will cover all CUSTOMER costs associated with move from one version of Services to
another, should a move be deemed necessary by PROVIDER.

NFR-10 Should CUSTOMER elect not to move to a newer version or release, PROVIDER warrants that it
will maintain full support and maintenance for the version that CUSTOMER is using?

NFR-11 System shall use available technologies to improve its operational efficiency, productivity and
response time.

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5.2.2 Architecture

NFR-12 Usage of proprietary technologies or protocols should be avoided unless it is unavoidable due
to valid reasons.

NFR-13 PROVIDER is required to provide full details about the solution architecture.

NFR-14 Data model should not impose any restrictions or hindrance to the future extensions and
enhancements of the system.

5.2.3 Interfaces to External Systems

NFR-15 It shall be possible to export data to external destinations using standard protocols and formats.

5.2.4 User Interface

NFR-16 System user interface shall have consistent look and feel for all windows/pages, dialogue boxes
and message boxes.

NFR-17 Navigation sequence shall be in a logical manner.

NFR-18 It is preferable to use colors and other visible indications to highlight the mandatory/critical
information and inputs.

NFR-19 System shall feature minimum number of input actions from users to complete and action and
provide context sensitive help to assist with all critical input actions.

NFR-20 Maintain consistency between information display and persistent data (optimum screen
refresh rate)

NFR-21 System shall warn the users through alerts prior to any trivial and destructive actions.

5.2.5 Networking and Communications

NFR-22 PROVIDER is required to include the detailed Networking and communication requirements for
the proposed solution.

NFR-23 This shall include any specific hardware / software components and protocols

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5.2.6 Security
NFR-24 PROVIDER is required to provide all details of the security and safety features of the solution
addressing all aspects of the information security (Confidentiality, Integrity and Availability).

NFR-25 System shall retail audit trail for transactions and allow the concerned user groups to access
this information as and when required.

NFR-26 The system shall run on secure http rather than http

5.2.7 Performance

NFR-27 System will ensure that all Services provide a measurable response time of less than 1.5
seconds, 24 hours x 7 days x 365 days a year for all Users.

NFR-28 Increase in concurrent users shall not have any significant adverse effect on system

NFR-29 System performance shall not degrade if up to 20% more users\data are added to the system.

NFR-30 System shall handle resource locking gracefully and shall not impose any hindrance or
interruption to the normal usage in multi-user environment.

5.2.8 Project Management and Implementation

NFR-31 PROVIDER should be ready to kick off the implementation project within 2 weeks of contract
signature and submit project plan detailing schedule, scope, communication, quality, change
management, etc in 4 weeks of contract sign off.

NFR-32 PROVIDER should include in the proposal, a high level project schedule in the proposal based
on the available information in this RFP, listing major milestones, time line in weeks, on site/off

NFR-33 PROVIDER should specify in the proposal, the effort and PROVIDER resources in person days for
all on site activities.

NFR-34 PROVIDER shall always act in respect of any matter relating to this contract, as faithful advisor
to Client and shall support and safeguard Clients legitimate interests in any dealings with the
third party.

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NFR-35 PROVIDER should support to set/configure all non transactional data items including Master
data sets, Users and Roles by collecting required information from customer in spread sheets
or csv files.

NFR-36 PROVIDER will work efficiently and effectively for the data migration and transition from
incumbent system.

NFR-37 PROVIDER will give CUSTOMER standard test cases and scripts for review and development.
Provider should support customer for refining the standard test cases based on customer
business scenarios.

NFR-38 PROVIDER will undertake Factory Testing before releasing Services for testing by CUSTOMER.

5.2.9 Documentation
NFR-39 PROVIDER systems will include online reference material, help files and context sensitive helps.

NFR-40 PROVIDER shall provide all relevant documentations pertaining to the System implementation,
Training, Administration, Operational procedures and technical manuals.

NFR-41 All user manuals shall be in both printed hard copies and soft copies on CD media.

5.2.10 Support, Maintenance and Enhancements

NFR-42 PROVIDER shall explain their support model in details, including escalation procedures.

NFR-43 PROVIDER shall agree to provide Expected Service Availability as defined in Definition section if
Customer selects ASP model.

NFR-44 PROVIDER Shall provide Service Levels for Problem Reporting in terms of Help Desk responses
to calls and/or emails generated by Client. These include but will not be limited to response
times by severity level (Appendix B), mean time to fix and escalation.

NFR-45 PROVIDER should accept problem reporting thru email as well as direct phone call and should
get an immediate/auto response with service ticket number for tracking.

NFR-46 PROVIDER should provide access to their Help Desk/tracking system for online problem
reporting and tracking.

NFR-47 Reports to be provided /available via PROVIDER help desk system regarding problem reporting,
response time, open/closed cases, etc.

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NFR-48 PROVIDER shall describe their policies and road map in maintaining the system and making the
upgrades available to Client. This should be detailed in the proposal.

NFR-49 The available options for extended support after expiry of warranty with an AMC shall be
included with all details such as the cost, coverage period, clauses etc.

NFR-50 PROVIDER should specify the person day charges for any Custom Developments or
enhancements requested by Customer.

6 Proposal Presentation Requirements

6.1 Guidelines for Proposal Presentation
The proposal should be prepared providing a straightforward and concise description of the PROVIDER s
understanding of the scope and ability to meet the requirements of this RFP. The PROVIDER will confine
its submission to those matters sufficient to define its proposal, and to provide an adequate basis for
customer evaluation of the PROVIDERs proposal. Unnecessarily elaborate responses or other
presentations beyond what is sufficient to present a complete and effective proposal are not desired or
required. Emphasis should be on completeness and clarity of the content.

The response document shall contain minimum following sections:

Cover Letter
The Proposal in detail
Statement of Compliance to this RFP
Cost of the Proposal with break downs
Proposed Project Methodology, High level project plan
Project Team structure and profile.
Assumptions, Exclusions and Constraints.
Customer References
Implementation experience

The PROVIDER shall describe in detail its understanding of the projects scope of work and the PROVIDERs
concept of the methodologies used to achieve the objectives and scope described. The PROVIDERs
response shall address all specific deliverable items. The level of detail described for each item should
provide with insights into the PROVIDERs understanding of the project scope.

The soft copy of all the documents to be provided as described below.

6.2 Soft Copy of the Response

PROVIDER should submit the soft copy of the entire proposal in USB drive along with hard copies. A
separate spread sheet also to be included for the Requirement Compliance matrix to this RFP. The
following fields are required in the matrix.
FR/NFR reference no

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Effort Cap
A separate excel sheet will be provided along with this tender for the requirement Compliance matrix.
This excel sheet to be filled without any changes (add/delete rows/columns, sort order, etc) and to be
returned back along with soft copies of other documents. Effort Cap is the cap or maximum effort in
person days that may be charged to customer to make compliance as FC as per the given details of the
requirement. Actual effort may reduce during detailed requirement analysis/ business requirement
validation sessions after contract awarding.

6.3 Project Plan

This section should detail the High Level project plan that includes restated scope, statement of work,
resource requirement, constraints and assumptions. This plan should include a timeline with project
milestones identified and critical phases highlighted.

In the case of any involvement of a subcontract or a joint venture, it should be clearly indicated, stating
extent of involvement as well as the subcontractors track record and experience relevant to this project.

6.4 Project Team

PROVIDER should submit the proposed PROVIDER Project Team structure & escalation hierarchy,
including roles/responsibilities assigned. The PROVIDER must submit specific profiles of the nominated
project resources, including the Project Manager, Technical Consultants, etc., who will be responsible for
different tasks. The profile of each member should give details on their qualifications, professional
experience in similar projects.

PROVIDER is also required to suggest a Project team from Client with expected Roles, responsibilities
and any other requirements.

6.5 Security and Privacy

The PROVIDER must ensure the Privacy and Security of Client Information/Data, during the Project
implementation. Any reference or details of this engagement or Clients business should not be made
available to any third parties without prior permission from Client.

6.6 Cost details

The PROVIDER must detail ALL applicable prices and costs with breakdowns. The price for each item of
modules, equipment, accessories and measured work must be comprehensive. It must include those for
complying with the proposal from the PROVIDER covering all obligations under the contract and all
matters and things necessary for the completion of the project scope.

If more than one option is included, costs should also be broken down and shown accordingly. Basic
offering and optional offerings to be specified correctly in the proposal. Also The PROVIDER shall make
sure to quote the optional components (if specifically mentioned in the Functional Requirements list)
separately, if it incurs additional cost in the proposal.

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One time cost and recurring cost to be shown separately with relevant break downs. PROVIDER should
specify the Initial Term (contract period) applicable for the recurring cost. Also, provide pricing for
additional terms (period).

The proposal should contain technical and commercial details for deploying the solution at Client
locations/data centers as well as Application Service Provider [ASP] model, hosted at PROVIDER
locations/data centers.

6.7 Price information for Hardware and 3rd party software.

In licensed model, the PROVIDER shall provide the listed Price information for the required Hardware and
3rd party software including standard support for 5 years.

6.8 Warranty
The PROVIDER shall specify the warranty on all components of the solution that they implement under
the scope of this tender. The warranty period shall commence on the date of issuing the Acceptance
Certificate. The PROVIDER shall replace any supplied hardware/software components reported
faulty/malfunctioning during the warranty period within 48 hours. Also the PROVIDER to provide costs
for maintenance and support related services available after the warranty period.

6.9 Customer References

PROVIDER is requested to provide customer references that include name and address of the business,
brief description of the project, names and phone numbers of contact persons. Please ensure that
references provided will be available to be contacted, should it be necessary. If short-listed, PROVIDER
shall arrange for a site visit to any of two customers where the same proposed solution has been
implemented and operational.

6.10 Any Other Relevant Information

PROVIDERs are encouraged to provide any additional relevant information that would support the proper
understanding and evaluation of the proposal. However, unnecessary elaborations and marketing
information must not be included.

6.11 Presentation and Demonstration

As part of the evaluation process, PROVIDER may be requested to present and/or demonstrate the
proposed solution at Client premises. PROVIDERs are required to state their willingness to comply with
this requirement.

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7 Appendixes
7.1 Appendix A Definitions
Term Meaning
Additional Term Means the term following the Initial Term of the Contract
API Means Application Program Interface like web service that allows CUSTOMER
or CUSTOMER Users to develop or have developed systems to interface with
the PROVIDER systems.
ASP Application Service Provider.
SSR Special Service Requests
SLA Service Level Agreements.
SPA Special-Pro-Rate-Agreements
COTS Commercial Off The Shelf.
APIS Advance Passenger Information System.
PMML Predictive Model Markup Language
MRM Marketing Resource Management.
Custom Developments Means developments to the Services specific to CUSTOMER, paid for by
CUSTOMER, all rights and titles remaining the property of the CUSTOMER.

CUSTOMER Means Client.

Expected Service Means the Services will be available for 99.9% measured in minutes over 30
Availability consecutive days.
Factory Testing Means all of the testing performed by the PROVIDER, before Services are
released to CUSTOMER for User Acceptance Testing. This includes all testing,
with the exception of User Acceptance Testing, of the Services prior to Cut-
Over and include these tasks in the Implementation and Deployment Plan or
the Roll-Out of Service Enhancements or Improvements. Testing may include,
but is not limited to integration testing, unit testing, system testing, functional
testing, performance testing, load testing, stress testing, network and
connectivity testing.

Industry Standard Means those standards used in the airline industry including those published
by IATA, ATPCO, OTA, ATA, AEA, OpenAxis and other airline representative
bodies as well as other bodies necessary for the airline to conduct their
business such as PCI standards.
Planned Downtime Means 60 minutes or less in any given 30 day period, unless agreed in writing
by CUSTOMER in advance and is the amount of time the PROVIDER has to
upgrade and maintain Services at which times the Services may be unavailable
to CUSTOMER Users.
PROVIDER Services or Means the Services made available to the CUSTOMER pursuant to the Contract

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Roadmap or Service Means enhancements to the Ongoing Services over the term of the Agreement.
User Acceptance Means the testing performed by the CUSTOMER for the purposes of
Testing determining that the Services meet the needs of the CUSTOMER.

7.2 Appendix B - Severity level

i. Severity 1

A Severity 1 Problem or Severity 1 Incident is where any Service or Services that has or have a critical
business impact is or are not available to User or large groups of Users. The User(s) have no alternatives
to undertake critical business functions.

ii. Severity 2

A Severity 2 Problem or Severity 2 Incident is where any Service or Services that has or have a critical
business impact is or are not available to User(s) or large groups of Users. Users do have alternatives
available and workarounds to be able to undertake critical business functions.

iii. Severity 3

A Severity 3 Problem or Severity 3 Incident is where any Service or Services have a minor impact on
functions performed by Users.

iv. Severity 4

A Severity 4 Problem or Severity 4 Incident is any other Service degradation not covered by definitions
of Severity 1-3 Problems.

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