IT - Facility Management Services: Bid Document

BID DOCUMENT
Notice Inviting Tender

IT - Facility Management Services
Institute of Genomics & Integrative Biology (IGIB)

(Council of Scientific & Industrial Research)
Near Jubilee Hall, Delhi University Campus, Mall Road
Delhi - 110007
Tel.: +91-11-27666156 / 57, 27667602, 27667439
Fax: +91-11-27667471
Web: http://www.igib.res.in
Mall Road, Delhi – 7
NOTICE INVITING TENDER
IGIB is one of the premier laboratories under CSIR. The R & D activities include
various areas of modern biotechnology and biological sciences.
On behalf of Director, IGIB, sealed Tenders are invited from reputed licensed
Contractor(s) / Firm(s), registered under the provisions of Contract Labour
(Regulation & Abolition) Act, 1970, Indian Companies Act 1956 for IT Facility
Management Service at IGIB. The estimated cost of work is up to Rs. 60 Lacs for
three years(on an annual review basis) based on market rates. Earnest Money
Deposit is Rs. 50,000/-.
Tenders will be issued upto 17.03.2010 from the office of the Stores & Purchase
Officer, IGIB, Near Jubilee Hall, Mall Road, Delhi-110007 during office hours on
payment of Rs. 300/- in cash or demand draft in favour of Director, IGIB payable
at Delhi. Tender document can also be downloaded from our website
http://admin.igib.res.in on free of cost. Tenders will be received upto 2.30 P.M. on
19.03.2010 and technical bids will be opened at 3.30 P.M. on the same day.
(Stores & Purchase Officer)
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For
IT - Facility Management Services
This Tender Document Set contains the following:
Part Description Page No. Remarks

To be retained by the
I General Description 1 - 8
bidder
To be submitted by the
II Technical/Qualifying Bid 9 - 11 bidder along with
Technical Bid
bidder in separate
III Commercial Bid 12
Envelope (Commercial
Bid)
To be retained by the
IV Scope of Work 13 - 27 bidder
V Terms and Conditions 28 - 29 bidder with the Technical
Bid
VI Annexure-1 30 Bank Guarantee Format
VII Annexure-2 31 - 32 IT Infrastructure
VIII Annexure-3 33 Network Diagram
Important dates:
Last Date for Issue of Tender Document: 17th Mar 2010
Last Date for Submission: 2:30 PM on 19th Mar 2010 at SPO, IGIB, Mall Road, Delhi
Tender Opening: 3:30 PM on 19th Mar 2010 at SPO, IGIB, Mall Road, Delhi
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General Description:
Introduction to IGIB
Institute of Genomics & Integrative Biology (IGIB) is one of the premier laboratories
under Council of Scientific & Industrial Research (CSIR). Research & Development
activities of IGIB include various areas of modern biotechnology and biological
sciences such as allergy and infectious diseases, molecular pathogenesis and
recombinant DNA technology while focusing mainly on Genomics and Bio-
informatics.
Current Computing / Networking Environment – Overview

IGIB has three offices in Delhi which are interconnected through leased lines. Each
location has multiple links such as WAN, Point-to-Point, NKN Grid etc. IGIB has a
total of 16Mbps Internet bandwidth, 1Gbps Connectivity on the National Knowledge
Network and is a partner of Garuda Grid Computing. The IT infrastructure contains
Security appliances like Firewall & AntiSpam, Messaging (Exchange-2K3), 400
Desktops/Laptops, 50 Servers/high end workstations, SAN Storage and Backup
devices.
IGIB has its own state of the art Data Center. The High Performance Computing
Facility running on Linux Platform supports Shared Memory and Distributed
Memory Architecture Systems with nearly 100TB of storage (on SAN / NAS). The
cluster is interconnected with Infiniband with Fibre connectivity to storage and
backup devices. The facility used to run large, complex simulation experiments
such as molecular interactions & dynamics, virtual drug screening, protein folding,
decoding the Genome Sequence etc. The applications are based on the Parallel
Programming on Linux Clusters.
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Director, IGIB invites sealed Tenders from reputed licensed Contractor(s) / Firm(s),
registered under the provisions of Contract Labour (Regulation & Abolition) Act,
1970, Indian Companies Act 1956 for IT Facility Management Service at IGIB.
IGIB is looking for a Facility Management Service (FMS) provider who is a pioneer
in IT Infrastructure Management & Support Services and will be responsible for
implementing best practices specific to our enterprise Computing Infrastructure and
who can additionally maintain operational level high-performance scientific
computation. IT FMS should involve an optimum blend of people, process and
tools to ensure that IT infrastructure is always up and running.
Quotations for IT-FMS for IGIB:
1. Sealed quotations are invited under two bid system for the work of IT Facility
Management Service(IT FMS) for IGIB from the reputed licensed Contractor
/ Firm registered under the provisions of Contract Labour (Regulation &
Abolition) Act, 1970, Indian companies Act 1956
2. The techno commercial bid should be in two separate sealed envelopes

clearly mentioned as “Technical Bid” and “Commercial Bid” and both the
sealed envelopes to be put into another envelope and it should be super
scribed as “Quotation: IT-FMS for IGIB”
3. Tender document can also be downloaded from our website

http://admin.igib.res.in. Bids will be received up to 2:30 P.M. on 19-03-
2010 and technical bids will be opened at 3.30 P.M. on the same day
4. The Earnest Money Deposit (EMD) of Rs. 50,000/- in the form of Demand
Draft/pay order/Bank Guarantee(as per Annexure-1) drawn in favour of
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“Director, IGIB” payable at Delhi is to be submitted along with the sealed

offer
5. This will be a three year contract with annual revision of performance. The
estimate cost is Rs:15Lacs to Rs:20Lacs per annum
6. The bidders are requested to enclose the copy of the Income tax PAN card
& latest IT return, CST / BST Nos etc
7. The bidder should enclose relevant documents wherever necessary
8. The bidder should enclose client list with contact address for reference.
Attach photocopies of work orders
9. The bidder should enclose a detail proposal for IT-Facility Management

Services including the deployment of manpower to IGIB
10. The bidders should have an Office in Delhi/NCR for providing immediate
assistance
11. Incomplete offers/quotations, or offers received without Bids, Earnest Money

or tender fee will be rejected
12. All corrections and alterations in the entries of tender papers will be signed
in full by the Bidder with date. No erasing or over-writings are permissible
13. Tender submitted by Bidder shall remain valid for acceptance for a period of
three months (90 days) from the date of opening of tender. The Bidder shall
not be entitled during the said period of 3 months, without the written
consent of owner in writing to revoke or cancel his tender or to vary any
term thereof. In case the Bidder removes or cancels his tender or varies any
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terms in regard thereof without the prior consent of Director, IGIB in writing,
the earnest money paid by him along with tender will be forfeited
14. The right to accept or reject or split the tenders rests with Director, IGIB.
Director, IGIB, however, does not bind itself to accept the lowest tender and
reserves to himself the authority to reject any or all the tenders received
without assigning any reason thereof. The whole work may be split up
between two or more contractors or accepted in part and not entirely if
considered expedient. Tenders in which any of the particulars or prescribed
information is missing or are incomplete in any respect or the prescribed
conditions are not fulfilled are liable to be rejected. Tenders containing any
additional conditions as remains are liable to be rejected
15. The bidders, if required, will have to give a Technical Presentation to an

Evaluation Committee at IGIB
16. The last date for submitting the tender documents, sealed and complete in
all respects is 19-03-2010 up to 2.30 PM in the office of SPO, IGIB Mall
Road, Delhi. Technical bids will be opened at 3.30 PM on the same day in
the presence of the bidders who opt to be present. Technical bids will be
opened first and evaluated. Financial bids of only those firms who qualify
technically shall only be opened. Offers/Quotations received after the
specified due date/time will not be considered
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Procedure for preparing Quotation documents
The techno commercial bid should be in two separate sealed envelopes clearly
mentioned as “Technical Bid” and “Commercial Bid” and both the sealed
envelopes to be put into another envelope and it should be super scribed as
“Quotation: IT-FMS for IGIB”.
Technical Bid should contain:
Part – II of the Tender Document

DD/Pay Order of Rs:50,000/-
Checklist for Technical / Qualifying Bid
Supporting documents such as registration certificates (Income tax PAN no,
Sales tax certificate etc.), EMD DD/Bank Guarantee, Client list, bidders
profile, proof of experience, work orders, satisfactory certificates
Detailed proposal for the IT-FMS including manpower deployment
Any other relevant paper which bidders feel necessary
Terms and Conditions duly signed by the Bidder
Commercial Bid should contain

Part – III of the Tender Document duly signed
Any other relevant documents which bidder feels it necessary
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PART- II
(To be submitted by the bidder along with Technical Bid)
TECHNICAL DETAILS OF THE BIDDER
Note that the information sought in this section must be supplied in the format as
specified below
1. Name of the firm/Company:
2. Address of the firm/applicant with Telephone no., Fax and E-mail:
3. Year of Establishment (Is the Firm/Company registered under Indian

Companies Act 1956):
4. Turn over of the company for the last 3 financial years (Enclose Copy of the
ITR, Balance Sheet, Profit & Loss accounts of last 3 financial years
certificate/audited Profit & Loss accounts/audited balance sheet) :
Year Turnover (in Rs.)
a. 2008-09 Rs:
b. 2007-08 Rs:
c. 2006-07 Rs:
5. PAN No.
6. Status (Please tick): Proprietorship / Partnership / Pvt. Ltd. / Public Ltd.
7. Manpower Employed (Nos.):
8. EPF/ESI/Service Tax Details (Please attach photocopies of valid

Registration):
9. Has the applicant ever been required to suspend the project for a period of
more than six months continuously after commencement of work? If so give
the name of the project and reasons of suspension of project:
10. Has the applicant, ever been debarred/blacklisted for competing in any
organization at any time? If so, give details:
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11. Has the applicant ever been convicted by a court of law? If so give details:
12. Details of any litigation in which the applicant is/was involved:
13. List of Clients (please attach list of clients serviced and photocopies of work
orders of Govt. / PSUs / Corporate bodies and certificates from existing
clients regarding satisfactory work done):
14. Whether CMMi level 5 or ISO 9001:2000 certified in IT infrastructure? If

yes, since when? (Enclose the copy of certificates):
15. The Firm/Company for IT-FMS may be requested to make a presentation to

an evaluation committee at IGIB. Is the firm ready for presentation?
16. EMD Details for Rs: 50,000/- in favour of Director, IGIB
a. DD/BG No: Date:

b. BankName: Branch:
Declaration
This declaration is signed by the undersigned after having duly understood
the detailed specifications given in the document, along the terms & conditions and
qualifying conditions for bidder. The quotes are offered after carefully studying the
specifications and hence submit on solemn affirmation that, in case of dispute or
arbitration of any of clause/condition, the decision of the Director, IGIB shall be
final.
Signature of the Bidder with date & seal
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CHECK LIST FOR TECHNICAL / QUALIFYING BID

(Please enclose Supporting documents wherever necessary)
Sl.No. Description Yes/No Remarks(if Any)

1 Whether the bidder has implemented
similar work at the minimum a total of 5
Govt. / PSU / Autonomous Bodies /
Corporate Organizations. Enclose
photocopies of necessary Work orders.
2 Whether the bidder has enclosed the
Demand Draft of Rs. 50,000/- against EMD
in the name of The Director, IGIB
3 Whether the bidder has enclosed the client
list along with the contact addresses?
4 Whether copy of Income tax PAN card / IT
return is enclosed by the bidder?
5 Does the bidder agree to give remote
support for IGIB Annexe 254, Okhla
Industrial Area, Phase III, New Delhi 110
020 And IGIB Extension Centre, A 93-94,
Naraina Industrial Area Phase I, New Delhi
110 028?
6 Whether the bidder has enclosed the
detailed proposal for IT-Facility
Management Services including the
deployment of manpower to IGIB?
7 Does the bidder agree to give Remote
Infrastructure Maintenance Service (24X7)
to essential services?
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PART- III
(To be submitted by the bidder along with Commercial Bid)
Sl.No. Particulars Cost in Rs. Taxes Total (Rs.)

Cost of IT-Facility Management
1 Services for IGIB, Mall Road,
Delhi for the year 2010-11
Cost of Remote Infrastructure

Maintenance service (24X7) to
2
essential services like Web
Hosting, Mailing Solution etc.
Any Other Charges

3
a)
b)
Grand Total (Rs.): …………………………
Amount (in words) ……………………………………………………………………………………...
4 Cost of IT-Facility Management

Services for IGIB, Mall Road,
Delhi after one year (if the
contract is renewed with existing
terms & conditions for a period of
one or more years)*
a) Cost for One year (2011-12)
b) Cost for the consequent year

(2012-13)
* This cost is inclusive of the cost for Remote Infrastructure Maintenance as per above (2)
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SCOPE OF WORK
Broad Scope of Work :

• Help Desk, Call Handling
• Asset Management Services
• Desktop & Laptop Management Services
• Vendor Management Services
• Network Management & Administration
• Server Management & Administration
1. Active Directory on Win2k3/2k8
2. Messaging Services (Exchange 2003) with AntiSpam
3. Application Support Services
4. Print Server / Proxy Server etc
5. Web Servers (Apache / IIS)
• Storage Management
• Backup & Recovery Management Services
• Enterprise Security Management
1. Antivirus / Antispam
2. Firewall
3. WiFi Security
• Planning & Request For Proposal Preparation
• Remote Infrastructure Management (only skeleton services, see below)
1.0 WORK TO BE CARRIED OUT: Help Desk, Call Handling
The list of Deliverables required in this section by the IT FMS is:

Deliverables required daily:
• Setting up a system to log in calls (Telephone, Web portal etc.)
• Assign criticality level to each call
• Track each call to resolution
• Analyze the call statistics
• Call Escalation Matrix
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Deliverables required monthly:

• MIS reports
• Monthly call reports
• Monthly-Call Analysis report, Call Trend Report
• Weekly Server Availability and Utilization Report
• Monthly Server Uptime Report, including planned backups and backups
actually taken on servers
• Monthly LAN and WAN Availability and Utilization Report
• Monthly report on Virus attacks, hardware affected by virus, action taken
• Monthly assessment of network security, threats, attempts on hacking
• Monthly assessment of Internet, MPLS and Leased line links
• Monthly IMAC (Install, Move, Add, and Change) report
• Quarterly Asset database report
• Quarterly availability report and exception report, indicating all calls not
completed
2.0 WORK TO BE CARRIED OUT: Asset Management Services
The IT FMS Partner is to provide expert management of existing assets and

assets to be procured from time-to-time of IGIB at Mall Road (Primary site) and
at IGIB Annexe at Okhla and IGIB Extension Centre at Naraina. It must be
noted that IGIB is a growing organization, where scientists may get new
projects and grants and therefore some assets may increase in number or
specifications as required to meet the objectives of their grants.
The list of Deliverables required in this section by the IT FMS Partner is:
• To record the entire asset in a database and to manage assets of the IGIB,
like ensuring the back-to-back support for all the Hardware and Software
• Tracking licenses and the software subscription and advising IGIB for
renewal or purchase on time and related issues
• It will cover all the IT equipment at Primary location of NOC (Network

Operating Canters) - Servers, Desktops, Printers, Networking Equipments,
Scanners, UPS, and other related IT equipment/device
• IGIB Staff will be informed of emergency situations such as those that might
happen due to either natural causes or electrical spikes or Battery die outs
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of UPS etc. as and when they occur and the deputed staff will be required to
take necessary emergency steps to protect the assets
• Most assets are connected through network. However, some assets, for
particular reasons may be isolated for a specific purpose. The IT Facility
Management Services and allied jobs will cover these assets also
• All assets including external assets such as UPS etc. come under the care
of IT FMS Partner
3.0 WORK TO BE CARRIED OUT: Desktop / Laptop Management Services
The IT FMS Partner is to cover all desktops / Laptops, installation and re-
installation, moving, adding, configuring, loading of software and standardization &
optimization of configuration. IT FMS for PC’s shall be provided by the IT FMS
Partner and shall include the following along with all other actions which are
necessary for optimum utilization of the PCs
• Maintaining and installing OS, desktop/client OA software etc, as and

when required and provide services, adding or removing accessories
attachment or other devices/peripherals
• Maintaining record of all new machines installed, movement of machines
within site, changes and configuration of machines
• Performing any install, move, add or change (IMAC) at client level
• Configuring of print server and resolving all printing problems of users
• Arranging/downloading from internet and loading of drivers of
peripherals, as & when need arise
• Configuration/reconfiguration of client machines to ensure optimum
network connectivity and applications/service availability to all users
• Installing, reloading, reconfiguring of any desktop/office automation
software-mail clients, browsers, applications, clients of any application
etc, as and when required
• Re-establishing the network connectivity and application availability after
any hardware/software failure
• Making its own arrangement to get all software bug fixes, patches,
upgrades from internet or the concerned software principals
• Application of bug fixes, updates, upgrades provided by IGIB or by
downloading the same, if need arises
• Educating the user about the do’s and don’ts in a Desktop operation
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4.0 WORK TO BE CARRIED OUT: Vendor Management Services

IT FMS Partner is to coordinate with external vendors for the upkeep of the
equipment deployed in the IGIB and to check/Track meet the Service Level
Agreements. IT FMS Partner will be responsible for liaison with various vendors /
OEMS for related preventive and breakdown maintenance work, installation of new
equipment & Services, replacement of parts as per warranty etc for assets in IGIB
at Mall Road (Primary site) and two other sites at IGIB Annexe at Okhla and IGIB
Extension at Naraina.
• Maintaining database of the various vendors and service providers,

including vendors for hardware under warranty, service providers for leased
lines etc. with details like appropriate contact person, telephone numbers,
and emails.
• Escalation matrix, response time and resolution time commitments etc.
• Logging calls with vendors and service providers.
• Coordinating with the vendors and service providers to get the problems
resolved.
• Escalating problems, whenever and wherever required.
• Keeping track of the hardware and software maintenance contracts entered
into by IGIB, with various vendors.
• Analyzing the performance of the different vendors Vis -à-Vis their
maintenance contact to IGIB and summarizing the same to IGIB Staff.
• Alert services to IGIB staff in case any Vendor is deviating in any from
standard prescribed norms or agreed norms with a specific agreements.
• Assisting IGIB staff in procurements by providing critical assessment of
Vendors Technical and other knowledge.
• Alerting/suggesting procurement of computer parts as and when required for
repair or upgradation of performance.
5.0 WORK TO BE CARRIED OUT: Network Management Services
Network Management Services for IT Infrastructure shall be provided by the IT

FMS Partner and monitored by IGIB, which shall include the following along with
any other related activity required to be done, for optimum utilization of the
Networks and ensuring the availability of applications. The IT FMS Partner shall
form the network management policies and procedures in Consultation with IGIB
as per requirements. The IT FMS Partner shall carry out the regular maintenance
activity for the network as per the predefined frequency mutually agreed between
IGIB and the IT FMS Partner.
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• Daily monitoring of LAN & WAN or manual testing, troubleshooting and

Reporting.
• Configuration/Reconfiguration of routers, modems, switches, nodes, servers
etc. for network connectivity, as and when required to maintain the network
uptime.
• Logging in calls for non-functional lines and chasing them to see that the
lines are up in shortest time frame. Escalation to IGIB staff whenever
appropriate.
• Creation and maintenance of domain based architecture
• Maintain an updated inventory/asset list of complete IT network
infrastructure.
• Maintain an updated and approved LAN/WAN network diagrams with
relevant details.
• Protocol migration to any other protocol, as and when required. Protocol
configuration on any new router / switch as per existing routing protocol.
• Maintain and update IP address list & optimum management of IP
addresses through DHCP/Static entry, whichever is suitable depending
upon IGIB requirement. The vendor should understand the existing IP
• Addressing scheme and allocate the IP addresses for a new LAN segment,
as per scheme.
• Any non-functional equipment may be brought to notice of IGIB staff and if
the said equipment is already in warranty, then the same may be invoked to
logging call to vendors to attend the network equipments.
• Maintenance of Scientific Web servers. IGIB has prepared several scientific
Web servers including databases and algorithms. These required to be
maintained at 24 hour up time basis because they are required World Wide
by users. The IT FMS Partner is expected to help maintain these up times
and inform IGIB staff in case of emergency shutdowns or any other
equipment failures. Appropriate backups may be taken by the IT FMS
Partner so that the servers can be started again in case of
hacking/emergency due to natural causes/or any other failures.
• Internet sites: IGIB is an organization that maintains high standards of ethics
and morals. In accordance with these principles surfing to certain sites are
barred. The IT FMS Partner staff will be briefed on this and the deputed staff
is required to suggest and implement solutions to maintain IGIBs high
standards of ethics and morals.
• Assistance to IGIB staff in procuring replacements of network equipment
parts (small and major parts) as and when required.
• Laying of network cables wherever required.
• IGIB scientists often have to upload manuscripts with huge data files and
the IT FMS Partner is expected to assist the scientists in this respect.
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6.0 WORK TO BE CARRIED OUT: Server Management, OS Administration

and Network Security and LAN administration.
Server Management Services for various Servers shall be provided by the IT FMS
Partner and shall include the following along with all other related actions, which
are necessary for optimum utilization of the Servers and ensure availability of
application:
The list of Deliverables required in this section by the IT FMS Partner are:
General
• Should be able to maintain the Active Directory Environment. Currently we
are running with Windows-2003 environment but planning to upgrade it to a
Windows-2008 environment within 6-months of time
• IT FMS partner should be able to mange IGIB’s Mailing solution. Exchange -
2003 is the mail server and Symantec SMTP gateway is being used as
Anti-spam appliance
• Web Server Management: IGIB is hosting aroung 30 Websites. IT FMS
partner should be able to manage both Apache and IIS web servers
• Storage Solution Management
• Daily monitoring of Servers and troubleshooting. Resolving server
operations problems, like system ‘hang’, hard disk crash etc. and keeping a
log of the same.
• Re-installation OS and other software, as & when required
Package management.
• Installation of packages, upgrades and patches of OS and other software as
and when provided by IGIB or OEM.
• Removal and maintenance of packages.
• Downloading of upgrades, bug fixes, updates, and patches of OS and other
applications running on servers from OEM web sites and installation of the
same. Keeping a log for the same.
Connectivity management
• Creation of routes on Router / Firewall /servers to enable organization -wide
access.
• TCP/IP management.
• Network troubleshooting with tools
• Time synchronization between various servers using NTP services.
• Overall performance monitoring and generation of logs every month
• Restoration of operation of server back after any failure. Using back up data.
• The vendor shall ensure the recovery of data In case of hard disk or system
crash of servers and shall make all attempts to ensure the data recovery in
case of desktop hard disk failure.
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• Performing quarterly system performance turning for optimum Performance-

changing the system configuration parameters and reorganizing the disk
space etc.
• Print management
• Name service management, like DNS, NIS
• To register Web server names for scientific manuscripts with the service
provider engaged by IGIB.
• Ensuring confidentiality of the data and information and will sign a Non-
disclosure agreement in this regard with IGIB.
• Escalating unresolved problems to the OEM/vendor for ensuring resolution.
• Support for installation & smooth running of various applications running on
these servers.
• Hardware monitoring & other warnings in Syslog:
• The IT FMS Partner shall make sure upkeep of server racks and server
rooms, maintenance of records/registers, logs; standard operating
procedures, procedures for shutdown and restart of servers, backing-up and
clearing of server logs.
7.0 WORK TO BE CARRIED OUT: Backup & Recovery Management Services
The IT FMS Partner to ensure that a periodic backup and recovery of data is done.
To ensure that all Servers and important data are protected against data losses
and to cover all defined servers as per back up policy.
• The IT FMS Partner shall form a backup policy for servers for IGIB in
consultation with IGIB and ensure that the backup operations are carried out
as per the policy.
• Back up of user’s data on need basis.
• Maintaining log sheets for back ups.
• Ensure proper scheduling and taking of backups during non – peak hours
• To also back up servers at the system level on need basis.
• To provide MIS reports such as weekly on backup and restoration logs
(failed reasons) monthly report on planned backup & backups actually taken
on quarterly report on number of restoration drill performed and percentage
of success, health status of media and drive.
• Performing tape mounts as necessary to support operational schedules and
activities in accordance with IGIB requirements.
• Monitoring tape media for reliability and ensure that read/write errors are
avoided;
• Monitoring tape Equipment for malfunction;
• Retrieving archived tapes and restore required files and databases within
the time frames designated in the Procedures Manual
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• Maintaining an inventory control system to properly manage tapes in

storage;
• Managing, maintaining and administering automated tape storage functions
8.0 WORK TO BE CARRIED OUT: Enterprise Security Management - Virus

Management Services (IGIB to provide the licensed Anti virus software and
the requisite infrastructure to run the Anti – virus tool) / Firewall / Wi-Fi
Security
To provide an effective control mechanism for virus control on the network,

desktops/Laptops and servers with automated online anti - virus signature update
facility. Any upgradation of software such as anti virus signatures etc. in the data
center shall be responsibility of the IT FMS Partner during the entire period of
contract. The IT FMS Partner has to ensure that entire networks, servers & PCs
remain virus/worm free.
• The PCs, servers, Switches, routers and other network devices shall be
free from viruses or worms. The IT FMS Partner shall Diagnose and
rectify any virus problems.
• The IT FMS Partner shall educate the users about the latest virus
through emails, Training and also provide them the guidelines to be
proactive.
• The IT FMS Partner shall form a virus handling procedure in consultation
with IGIB and ensure that all the virus related issues are handled as per
the procedure. The procedure shall include do’s and don’ts for the user,
the escalation mechanism, the response time, the resolution time etc as
mutually agreed between IT FMS Partner and IGIB Server Management
Services to manage the server end to end, like server administration,
fine tuning, hardware and software support and upkeep of the server.
The server uptime to be greater than 95% measured on monthly basis.
• Handling of Operating System (OS) related issues, installation of OS
upgrades and patches, re – installing OS if required, periodic system
performance tuning, monitoring server usage statistics, network OS
support, and start up and shut down of servers. Addition, deletion, re -
configuration of devices, additional users and printers and house
keeping of servers such as disk space usage, files and folders,
permissions, users login on network and e-mail systems etc.
Implementing security on servers on all levels.
• The IT FMS Partner shall maintain updated list of the servers and the
services rendered by those servers.
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• The IT FMS Partner shall form a user account creation policy in

consultation with IGIB for creating, updating and deleting the user
accounts in the servers.
• The IT FMS Partner shall on monthly basis submit the server uptime
report, user accounts status report to the IGIB.
• The IT FMS Partner shall advice IGIB staff on the best anti-virus
solutions, and keep the anti-virus softwares updated regularly.
• The IT FMS Partner shall be well informed on the emerging new viruses
and alert IGIB staff as and when required in order to protect data
• IGIB is using a Firewall which needs continuous monitoring, updates
should be installed and firmware should be upgraded if available.
Incoming / Outgoing traffic to be monitored and appropriate action
should be taken to maintain a QoS
• IGIB building is Wi-Fi enable with WAPs installed at different locations
inside the building. The FMS partner has to maintain the security level of
these Wireless connections
9.0 WORK TO BE CARRIED OUT: Remote Infrastructure Management (RIM)

for essential Services
• IT FMS partner has to provide RIM Support (of 24X7) for skeleton
services like Web Servers and Mailing solution. IGIB is expecting it Web
Servers as well as Mail servers should have an high uptime
Service Levels:
Service level Deliverables by the IT FMS Partner:
• Ensure that backups are taken as per defined schedule.

• Successfully perform 98% of the planned restoration exercises within six
hours.
Preventative Maintenance:
The IT FMS Partner shall ensure that all the hardware covered under in this
contract are attended for preventive maintenance and are cleaned during
preventive maintenance. The IT FMS Partner shall follow a strict preventive
maintenance schedule, which must be carried out at least once in a quarter, for
each machine.
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Application Management Services:
To assist and trouble shoot the application and to provide the first level support on
the application. IT FMS Partner would report the issue related with application
software to IGIB for seeking necessary guidance in this regard.
THE SERVICE LEVEL NORMS
Service Window
Availability of the IT FMS at IGIB shall be as per schedule given below:
Location Days Service - Monday to Saturday
Timings – 9 A.M to 6:30 P.M
Holidays Mode- Sundays & Major Holidays
Beyond office hours-as well as on holidays, as and when required by the IGIB
in exigency and emergency of work.
Severity Levels
To ensure an over all 95% uptime. The Service Level Agreements shall be
adhered to with following service level norms:
Severity Response time Resolution Time Table
Severity level Response Time

Severity 1 15 minutes - 2 Hours
Severity 2 2 Hours - 4 Hours
Severity 3 1 Hours to Next Business Day
Definitions:
Severity Level 1: Problems related to the Servers, networks, database and
Applications. A problem affecting many users (minimum of 70% of users at a time).
Severity Level 2: Problems related to Servers, networks, database and

applications or desktop and peripherals and data base administration. (Affecting
between 10% – 70% users at a time)
Severity Level 3: Servers, networks, database and applications Desktop,

peripherals related problems which affect up to 10% users or, Training related
calls.
Page 22 of 33
Services & Performance Levels

The IT FMS Partner shall be subject to the following performance levels for various
IT FMS to be provided:
Description Performance Time / Response Time

• Response time for any call 1 Hr. Maximum
• Resolution time for any Software Calls
• Non application - RDBMS / OS /Windows / Virus - 2 hrs
• Application 3 hrs
• Resolution time for any Hardware calls
• Maintenance of Hardware that are under Warranty/AMC with third parties as
per AMC Contract. 4 hrs. / Or as per the definition of Warranty/AMC
whichever is applicable.
• Maintenance of hardware that are not under Warranty/AMC Spares will be
either provided by IGIB or to be replaced by IT FMS. Cost of the spares that
are repaired / replaced shall be paid at actuals on the strength of bill. The
old defective spare that are replaced should be surrendered to IGIB.
Resolution of Network
• Fault in LAN 2 hrs

• Fault in WAN due to any reason other than fault in leased line 4 hrs
• WAN due to fault in leased line 1 day
IT FMS Contract should be valid for addition to hardware at any site Up to

20% increase of hardware and software during the tenure
• Implementation of IT FMS Facility -Placement of Engineers Within 15

days from the award of contract
• Collection of Asset Database Within 1 week from the commencement of
contract
• Completion of Asset Database Management Ongoing
• Review of IT FMS Service Every month by IGIB.
• IT FMS Project Manager, and Administrator should be from IT FMS own
staff
• Contingency Arrangements for Leave/ Resignations by IT FMS
personnel to be made with a clear overlap of minimum 2 weeks
• Cancellation of IT FMS contract due to unsatisfactory performance 1
month’s notice
• Labels / Stickers for all hardware IT FMS /IGIB have to be provided in
consultation
Page 23 of 33
THE PROPOSED REPORTS FOR FACILITIES MANAGEMENT VENDOR FOR

MONITORING OF SERVICES LEVEL AGREEMENT:
• Weekly Status reports

• Monthly Service Level Agreement (SLA) attainment reports
• Monthly Trend reports
• Annual state of the Contract Report covering all aspects of the service
delivery for the year and a projected service management plan for the
coming year.
• Root Cause Analysis reports for all SLA and critical services failure and any
other major problem. The reports shall also have a detailed ROOT CAUSE
ANALYSIS for all performance and availability problem that occur. Formal
root cause analysis will be delivered within five days of problem occurrence,
including:
• Explanation of the root cause
• Actions taken to resolve the problem
• Action plan to prevent re- occurrence, with project plan / tasks required and
timing for each major milestone of the correction effort, and identification of
IGIB responsibilities in the correction process.
MIS Reports
The following Quarterly MIS reports/ documents shall be submitted by the IT FMS
partner, while claiming the payment for the work done:
• Call reports
• Call Analysis report, Call Trend Report
• IMAC (Install, Move, Add, Change) Report.
• Quarterly availability of different category of equipment
• Exception report indication all calls completed beyond SLA, with calculation
of non- performance deduction.
• Report on planned server backup and backups actually taken
• Server Uptime Report.
• Network Availability and Utilization Report.
• Quarterly report on the number and success of the restoration drills for
servers.
• A certificate from end-user/ department for satisfactory service during the
quarter must be submitted, indicating availability of system under
maintenance, preventive maintenance, IT FMS service provided and
pending issues.
• The IT FMS partner shall workout the formats for above reports and gets
these approved by concerned IGIB staff.
Page 24 of 33
Providing Work Force (Manpower Deployment)
The Company should enclose a detailed proposal regarding the deployment of

manpower required to handle the IT infrastructure of IGIB (details as per Annexure-
2 & 3) in two tier structure as given below:
1. Network / System level
Technical specialists (Windows with Active Directory, Messaging system,

Routing, Firewall, Backup, Storage, Linux)
Experience: 4 to 5 years
Qualification – B.E. / B.Tech. / M.Sc.(CS/IT) / MCA / Post graduate diploma

from University or Govt. authorized body/Institutions in IT or related field
Preferred Certifications – MCSA, MCSE, CCNA, CCNP, RHCE, RHCT
2. Desktop Level
To deal with first level complaints and able to provide assistance at help desk
Qualification – Graduation preferably in IT/CS/Computer Application etc. or
Diploma (10+3) in Computer Engineering.
Experience 1 + years
IGIB reserves the rights to interview the engineers and check for the suitability of
candidates in context of knowledge, qualification and experience. The FMS
partner should ensure 100% attendance of the manpower deputed to IGIB by
arranging standby engineer whenever required.
TECHNICAL SERVICES OF SKILLED IT PROFESSIONALS
• The NETWORK FACILITY MANAGEMENT SERVICES partner shall

provide on-site technical services of skilled IT professionals from 9:00 AM to
6:30 PM on all week days (excluding major holidays). Skilled means that the
concerned person has the requisite qualifications to perform the works
detailed above with a motivation to learn and with a positive growth career
path. Persons must communicate clearly and concisely. Their qualifying
degrees must be from approved University and preferably from reputed
Institutions or Universities that cultivate values in their students. If IGIB will
find the persons deployed not suitable to our system, then IGIB reserves the
right to ask the IT FMS partner for replacement within 72 hours. In addition,
Page 25 of 33
Persons deployed must adhere to the general norms of IGIB and its sites at
Okhla and Naraina as specified from time to time.
• On request from the IGIB, the NETWORK FACILITY MANAGEMENT

SERVICES partner will provide one or all services beyond working hours on
working days and also on holidays on mandatory basis.
DELIVERABLES
• Reports required to be submitted under various management services as

specified earlier.
• Weekly Status reports for all activities/services defined
• Monthly SLA attainment reports
• Monthly reports on implementation of software for various departments
and registration of number of vendors/suppliers of IT Computer Network
and related items.
• Report within 24 hours on the security breach in the complete system as
and when detected and action taken by NETWORK FACILITY
MANAGEMENT SERVICES partner for its removal
• Report within 24 hours on the virus attack in the complete system as and
when detected and action taken by NETWORK FACILITY
MANAGEMENT SERVICES partner for its removal.
• Root Cause Analysis reports for all SLA and critical services failure and
any other major problem.
Service Level Assurance:
1) Full customization, implementation, and maintenance & up gradation

support charges will be paid for 95% uptime or higher and the payment
reduces at the rate of 10% for every 1% reduction in uptime. No payment
will be made for uptime less than 90%.
2) Performance Security
3) For the purpose of payment, the leverage hours shall be calculated
proportionately on quarterly basis. The overall services should maintain a
minimum of uptime of 95% or more.
There should be planned downtime during weekends or holidays and should not
overrun to working hours of the following or previous working hours.
Page 26 of 33
Qualifying criteria
o The Service must be offered by a Company with a registered office and legal
presence in India
o The firm should have minimum 5 years of existence in the area of Computer
Network / Data Centre FMS and must have worked with Govt. organizations/
PSUs /Corporate bodies. (List to be enclosed by responder)
o Bidder should have successfully carried out preferably three/two/one similar
works in nature & quantum each of Rs 7.00/10.00/15.00 lacs resp. in Govt. /
Semi Govt. / Autonomous & Corporate bodies of repute in last five years
o CMMi level 5 or ISO 9001:2000 certification in IT Service Management or
related fields for the IT-FMS
o The Firm should have a minimum turnover of INR 20 Crore in the last three
financial years (Excluding Hardware / Software sales)
o The Firm should have provided IT Infrastructure FMS for minimum five - Govt.
/ PSU / Autonomous bodies / Corporate - organizations and provided Data
Centre management/administration services to at least two organizations for
the last 5 years
o The responder should have been making profits for last two completed
financial years
o The bidders should have an Office in Delhi/NCR for providing immediate
assistance
o The responder should not be black listed with any of the govt. project
o The firm should be capable of handling the Application Support for Data
Centre
o The firm should be capable of providing Remote Infrastructure Management
service (24X7) to essential services like Web Hosting, Mailing Solution etc.
o Consortium of firms is not acceptable
Page 27 of 33
PART-V
(To be submitted by the bidder along with Technical Bid)
TERMS AND CONDITIONS FORM
READ ALL THE FOLLOWING TERMS AND CONDITIONS & SIGN IN THE ACCEPTANCE
1. The offers should be addressed to “Stores & Purchase Officer, Institute of

Genomics & Integrative Biology (IGIB), Near Jubilee Hall, Delhi University,
Mall Road, Delhi – 100007” and should be sent in a sealed envelope
superscribed “QUOTATIONS : IT-FMS FOR IGIB” so as to reach us on or
before 2.30 p.m. on 19th March 2010
2. The offer should be sent in a sealed cover with the tender documents.
Tenders received through email or FAX will not be considered
3. The tenders(Technical Bid) will be opened on 19th Mar 2010 at 3:30PM in

the presence of the vendors present with authorization letter from the
respective companies / firms
4. No revision of the price bid will be allowed once the price bids are opened
5. The Director reserves the right to modify or alter the specifications after
short listing of bidders
6. The vendors are informed that clarifications if any may be obtained through
E-Mail/FAX/Post only. Parties requiring any clarifications may notify IGIB by
sending an email to: fms@igib.res.in and a copy to fms@igib.in. IGIB will
respond through email. Requests for clarification over phone will not be
entertained
7. The form should be duly filled up (preferably TYPE WRITTEN IN CAPITAL

LETTERS) and should clearly mention the details offered by the bidder
against each specification
Page 28 of 33
8. Authorized signatory should sign on all the pages. Bids without authorized
signatures will be rejected
9. This will be a three year contract with annual revision of performance. IGIB
can terminate the services with one month notice to the successful bidder
10. Payment Terms: Payment will be released on quarterly basis after providing
satisfactory services
11. Failure to comply with all the terms and conditions mentioned herein would
result in the tender being summarily rejected
12. The Director reserves the right to reject any or all the tenders without
assigning any reasons whatsoever.
******
ACCEPTANCE
We accept the above terms and conditions and shall comply with them strictly.
Page 29 of 33
Annexure-1
MODEL BANK GUARANTEE FORMAT FOR FURNISHING BID SECURITY (EMD)

Whereas ……………………………………………… (Hereinafter called the “tenderer”) has
submitted their offer dated………….………………………for the supply of
……………………………………………………………………………….. (hereinafter called
the “tender”) against the Purchaser’s tender enquiry
No.……………………………………………..KNOW ALL MEN by these presents that
WE…………………………………….of ………………………………..having our registered
office at……………………………………………………………. are bound unto
………………….(hereinafter called the “Purchaser)in the sum of
…………………………………………………………………………………… for which
payment will and truly to be made to the said Purchaser, the Bank binds itself, its successors
and assigns by these presents. Sealed with the Common Seal of the said Bank this……………
day of …………….20……
THE CONDITIONS OF THIS OBLIGATION ARE:

(1) If the tenderer withdraws or amends, impairs or derogates from the tender in any respect
within the period of validity of this tender.
(2) If the tenderer having been notified of the acceptance of his tender by the Purchaser during
the period of its validity:-
a) If the tenderer fails to furnish the performance security for the due performance of the
contract.
b) Fails or refuses to accept/execute the contract.
We undertake to pay the Purchaser up to the above amount upon receipt of its first written
demand, without the purchaser (CSIR/Lab) having to substantiate its demand, provided that in
its demand the purchaser will note that the amount claimed by it is due to it owing the
occurrence of one or both the two conditions, specifying the occurred condition or conditions.
This guarantee will remain in force upto and including 45 days after the period of tender
validity and any demand in respect thereof should reach the bank not later than the above date.
Signature of the authorized officer of the bank

Name and designation of the officer
Seal, name and address of the Bank and address of the Branch.
Page 30 of 33
Annexure-2
Present IT Infrastructure at IGIB Mall Road
Desktops
300 desktops (HP/Dell) - 270 on windows and 30 Linux
90 laptops (HP/SONY/DELL/ACER)
5 MAC Systems\
Servers
HP DL 180 and DL 380 (presently 30 Machines, which will be reduced to 10-12
Physical after virtualization) with dual port fiber channel cards and 146 GB * 2
SCSI disks with local RAID
Note: In a year’s time IGIB will have 40 – 50 Logical servers running on 10-12
physical servers
Storage
HP EVA 4400 ( 20 TB ) with 2 fiber switches
Tandberg native fiber – channel Tape Library
CA ARC SERVE Backup software mechanism (LAN free backup)
All the servers are connected to EVA and tape-library
Security
Checkpoint firewall (on HP Server)
Symantec endpoint security
Microsoft Active directory services integrated to MS exchange 2k3 for 450 users
and 150 mail boxes , Symantec bright mail integrated with exchange for gateway
level spam prevention
Network
1 Layer 3 switch (Foundry FESX 48 Port)
55 other unmanaged switches (Foundry, Dlink, Netgear)
1 modem, 1 Mux
Page 31 of 33
Further IGIB has a 8Mbps (Internet link) and 2 Mbps P2P Link
Another 1 Gbps MPLS-type network may be deployed in next 6 months
Peripherals
13 Network printers,
65 standalone printers
18 Scanners
10 Wireless Access Points
(Network Diagram included – Annexure-3)
Page 32 of 33
Page 33 of 33

IT - Facility Management Services: Bid Document

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BID DOCUMENT

Notice Inviting Tender

Institute of Genomics & Integrative Biology (IGIB)

NOTICE INVITING TENDER

(Stores & Purchase Officer)

Notice Inviting Tender

This Tender Document Set contains the following:

Part Description Page No. Remarks

VI Annexure-1 30 Bank Guarantee Format

VII Annexure-2 31 - 32 IT Infrastructure

VIII Annexure-3 33 Network Diagram

Last Date for Issue of Tender Document: 17th Mar 2010

Current Computing / Networking Environment – Overview

Notice Inviting Tender

Quotations for IT-FMS for IGIB:

2. The techno commercial bid should be in two separate sealed envelopes

3. Tender document can also be downloaded from our website

“Director, IGIB” payable at Delhi is to be submitted along with the sealed

7. The bidder should enclose relevant documents wherever necessary

9. The bidder should enclose a detail proposal for IT-Facility Management

11. Incomplete offers/quotations, or offers received without Bids, Earnest Money

15. The bidders, if required, will have to give a Technical Presentation to an

Procedure for preparing Quotation documents

Technical Bid should contain:

 Part – II of the Tender Document

Commercial Bid should contain

TECHNICAL DETAILS OF THE BIDDER

1. Name of the firm/Company:

2. Address of the firm/applicant with Telephone no., Fax and E-mail:

3. Year of Establishment (Is the Firm/Company registered under Indian

6. Status (Please tick): Proprietorship / Partnership / Pvt. Ltd. / Public Ltd.

7. Manpower Employed (Nos.):

8. EPF/ESI/Service Tax Details (Please attach photocopies of valid

12. Details of any litigation in which the applicant is/was involved:

14. Whether CMMi level 5 or ISO 9001:2000 certified in IT infrastructure? If

15. The Firm/Company for IT-FMS may be requested to make a presentation to

16. EMD Details for Rs: 50,000/- in favour of Director, IGIB

a. DD/BG No: Date:

Signature of the Bidder with date & seal

CHECK LIST FOR TECHNICAL / QUALIFYING BID

Sl.No. Description Yes/No Remarks(if Any)

Signature of the Bidder with date & seal

Sl.No. Particulars Cost in Rs. Taxes Total (Rs.)

Cost of Remote Infrastructure

Any Other Charges

Grand Total (Rs.): …………………………

Amount (in words) ……………………………………………………………………………………...

4 Cost of IT-Facility Management

a) Cost for One year (2011-12)

b) Cost for the consequent year

Signature of the Bidder with date & seal

Broad Scope of Work :

1.0 WORK TO BE CARRIED OUT: Help Desk, Call Handling

The list of Deliverables required in this section by the IT FMS is:

Deliverables required monthly:

2.0 WORK TO BE CARRIED OUT: Asset Management Services

The IT FMS Partner is to provide expert management of existing assets and

• It will cover all the IT equipment at Primary location of NOC (Network

3.0 WORK TO BE CARRIED OUT: Desktop / Laptop Management Services

• Maintaining and installing OS, desktop/client OA software etc, as and

4.0 WORK TO BE CARRIED OUT: Vendor Management Services

• Maintaining database of the various vendors and service providers,

Part – II of the Tender Document