THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

THE NEW INDIA ASSURANCE COMPANY LIMITED

Regd. & Head Office: New India Assurance Bldg.,
87, M. G. Road, Fort, Mumbai - 400 001.

TENDER DOCUMENT
FOR AMC- FMS OF COMPUTER HARDWARE & PERIPHERALS
TENDER NO “ITD/AMC-FMS/03-11/040”

Last date for bid submission : 14:30 PM of 22nd March 2011

Tender document Fees (Non-refundable) : Rs 2,000/- (Rupees Two Thousand)

EMD (Refundable) : Rs 60,000/- (Sixty Thousand Only)

Technical bid opening : 15:00 Hr of 22nd March 2011

Address for communication and : Chief Manager,

Submission of Bids IT Deptt, Ground floor,
New India Assurance, Head Office
87, M G Road, Fort, Mumbai-01

ITD/AMC-FMS/03-11/40 1
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

SECTION I

INSTRUCTIONS/GUIDELINES TO BIDDERS

The New India Assurance invites bids for AMC-FMS for Computer hardware and Peripherals
installed at the following locations for a period of One Year.

SN Name of Locations Address

1 Head Office New India Assurance Co. Ltd 87, M. G. Road, Fort, Mumbai -1

2 NIA Training College Corporate training college, 34, C.D. Barfiwala marg, Juhu Lane,
Andheri (w), Mumbai- 58
3 Credit Risk Office & NIC Credit Risk Office,5TH Floor & 13th Floor, CWISS team New
13th Floor India Centre, 17-A,Cooperage Road, Mumbai
4 Executives Residences 1).Mayfair Garden, 6 little Gibbs Rd, Malabar Hill
2).Hill Pallazo, 6 little Gibbs Rd, Malabar Hill
3).Staff Quarters , Juhu Lane, Andheri (W), Mumbai-58
4).Kalpataru Estate, Near Agripada, Mahalaxmi
5) Grant Road wallace tower
Complete set of bidding documents is to be purchased by any interested eligible bidders on
payment of non-refundable fee of Rs 2,000/- (Rupees Two Thousand only), in the form of Demand
Draft in favour of “The New India Assurance Co. Ltd.”, payable at Mumbai. However, in case the
bidders downloading the document from the NIA website http://newindia.co.in/tender.asp , the
bidder should submit the document along with the price of the tender document.

The Tender offer should be submitted in one sealed envelope mentioning ‘Offer for AMC-FMS of
Computer Hardware and Peripherals’ which should in turn contain two sealed covers superscribed
as Cover ‘A’ and Cover ‘B’

Cover ‘A’ should contain Demand Draft/Pay Order for Rs. 60,000/- ( Rupees Sixty Thousand only)
as per clause 2.0 below along with the Eligibility criteria (Annexure-I) and Technical bid (Annexure
II) and Cover ‘B’ should contain the Commercial bid (Annexure-III).

1. THE TENDER OFFER:

a) The Tender Offer as indicated above addressed to Chief Manager, Information Technology
department, Ground Floor shall be dropped in a sealed Tender box kept at the Information
Technology Department, Ground Floor The New India Assurance Head office, 87 M G
Road , Fort Mumbai-400001 on or before 14.30 Hr of 22nd March 2011. If the last date for
submission of tenders happens to be a holiday due to some unforeseen circumstances, then the
tender can be submitted by 11 AM on the next working day.
b) Cover ‘A’ will be opened in the presence of those bidders who wish to remain present at 15:00
Hr on 22nd March 2011 at the above address.
c) Cover `B’ commercial bids would be opened by the Committee constituted by the Company in
the presence of bidders. The time and date would be intimated to the bidders. The bidders who
fail to present themselves at the time of Commercial bid opening on the specified place, date
and time shall be disqualified.

ITD/AMC-FMS/03-11/40 2
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

d) The AMC-FMS contract will be for the period of 1 (One) year and can be extended on the
same rates and terms and conditions.

2. EARNEST MONEY DEPOSIT (E.M.D)

a) The intending bidders should pay an Earnest Money Deposit of Rs. 60,000/- (Rupees Sixty
Thousand only)
b) The EMD shall be payable by DD/Pay Order drawn in favor of “The New India Assurance
Company Limited” payable at Mumbai.
c) The EMD will not carry any interest.

3.0 FORFEITURE OF E.M.D:

The EMD made by the bidder will be forfeited if –

a.He withdraws his tender after acceptance.
b. He withdraws his tender before the expiry of the validity period of the tender.
c.He violates any of the provisions of the terms and conditions of this tender specification.

4.0 REFUND OF E.M.D:

a) EMD will be refunded to the successful bidder, only after signing of the contract and payment
of Security Deposit, completion of formality etc. in all respects to the satisfaction of the Purchaser /
company.
b) In case of unsuccessful bidders, the EMD will be refunded to them after intimation is sent to
them about rejection of their tenders.

5.0 THE COMPANY RESERVES THE RIGHT TO

a) Accept / Reject any of the Tenders.

b) Revise the quantities at the time of placing the order.
c) Add, Modify, Relax or waive any of the conditions stipulated in the tender specification
wherever deemed necessary.
d) Reject any or all the tenders without assigning any reason thereof.
e) Award contracts to one or more bidders for the item/s covered by this tender.

6.0 REJECTION OF TENDERS:

The tender is liable to be rejected interalia:
a) If it is not in conformity with the instructions mentioned herein,
b) If it is not accompanied by the requisite EMD,
c) If it is not properly signed by the bidder,
d) If it is received by Telex or Telegram,
e) If it is received after the expiry of the due date and time,
f) If it is evasive or in complete including non-furnishing the required documents.
g) If it is quoted for period less than the validity of tender.
h) If it is received from any blacklisted vendor or whose past experience is not satisfactory.

7.0 VALIDITY OF TENDERS

Tenders should be valid for acceptance for a period of at least 180 (One Hundred and Eighty) days.

ITD/AMC-FMS/03-11/40 3
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

Offers with lesser validity period would be rejected.

8.0 PERFORMANCE GUARANTEE: The successful bidder/s will have to furnish a performance
guarantee to the tune of 15% of the value of the Contract for proper fulfillment of the contract in
the form of a Bank Guarantee obtained from a nationalized/scheduled bank. This Bank
Guarantee shall be released after the expiry of the AMC-FMS period.
9.0 PRICE
i. The vendors should quote the unit price exclusive of service tax. Only Service tax will be paid
as on actuals.
ii. The price shall be all inclusive of labour cost, ex-factory price per unit, packing, forwarding,
freight, transit insurance, Excise duty, other duties, if any, including state levy, delivery,
installation, commissioning and testing charges.
iii.There shall be no escalation in the prices once the prices are fixed and agreed to by the
Company and the vendors. But, any benefit arising out of any subsequent reduction in the
prices due to reduction in duty & taxes after the prices are fixed and before the agreement
should be passed on to the Purchaser /Company.
iv. The Warranty equipments will be covered under AMC-FMS on pro-rata basis after the
warranty expires.

10. PAYMENT TERMS:

i) Payment will be released on quarterly basis on satisfactory performance and after deduction
of penalty, if any.
ii) No advance payment will be made in any case.

11. SCOPE OF WORK (SOW)

The New India Assurance Co. Ltd. intends to enter into a comprehensive AMC-FMS for
Computer hardware and peripherals of different makes, installed in the Head Office, Credit Risk
Insurance Office & CWISS Development Centre at New India Centre, Co-operage Road,
Corporate Training College at Andheri and Residence of Executives at Mayfair Garden, Hill
Palazzo at Malabar Hill and Kalpataru Heights at Mahalaxmi, Grant road.
Repair and Maintenance Services (Hardware): The vendor shall maintain the equipments
(Servers, Desktops, Laptops, Printers, Scanners, Projector etc.) in good working condition. The
details of the equipments are provided in the Technical bid as per Annexure –II. The vendor will
require providing the following services.
i. The vendor shall correct any faults /failures in any equipment during the office hours i.e.
from 10.00 AM to 18.00 PM on all working days. The vendor shall also work after office
hours and on holidays if required by the company at no extra cost.
ii. The bidder will be required to provide a total of 95% uptime for all the equipments covered
under the contract.
iii. The bidder have to deploy at least 4 (Four) well trained and qualified resident
hardware engineers details as mentioned below. The vendor(s) shall be required to
furnish the proof of qualification/experience of its AMC Engineers to us before
deploying them for AMC work. NIA technical panel will take interview before
deploying the resources. For certain critical cases the vendor will be required to provide

ITD/AMC-FMS/03-11/40 4
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

specialist to repair / diagnosis at no extra cost to the company. The vendor shall provide a
substitute engineer, in case of non-availability of engineers.
Sn Description Qty Experience & qualification

1 Helpdesk 1 Graduate with 1 year experience in relevant area

with excellent communication skills and sound
knowledge of Computer hardware and operating
system.

2 L1 engineer for manual Asset entry, 2 BE/B.Tech/BSc Engg (4 years) /MCA with 1
attending and resolving calls year experience in relevant field or Diploma in
related to Computer hardware and engineering with 2 Years experience in relevant
peripherals. field or Graduate with 3 years experience in
relevant field and certified in A+/MCP/MCSA/
MCSE / RHCE

3 L2 Engineer for attending and 1 BE/B.Tech/BSc Engg (4 years) in Electronics,

resolving calls related to Server, IT, Computer Science with 2 years experience in
Storage, Computer hardware and in relevant field or MCA with 2 year experience
peripherals. in relevant field or Diploma in engineering in
Electronics, IT, Computer Science with 3 Years
experience in relevant field and certified in
A+/MCP /MCSA/MCSE/RHCE

iv. Field engineer provided by the vendor should be available at any time to attend to the calls
for residence of executives, CTC Andheri and at New India Center Cooperage Road as listed
in the tender document. The field engineer attending calls for residence of executives should
be readily available to work on extended hours (after Normal Business Hours) and on
holidays if required at no extra cost.
v. The Support staff provided at NIA, Head Office shall be responsible for all the calls related
to Head Office, Corporate Training College (CTC) Andheri, Credit Risk Office & CWISS
Development Center at New India Center Co-operage road and Executive's Residence.
vi. The vendor will be required to travel to provide services to locations such as Corporate
Training College (CTC) Andheri, Credit Risk Office & CWISS Development Center at New
India Center Co-operage and Executives residences at their own cost. No payment will be
borne by NIA on local conveyance.
vii. The vendor has to keep spare parts/systems like SMPS, RAM, motherboard, keyboard,
Mouse and other at Company store house. Standby provided should be of same or better
configuration.
viii. Faulty equipment is taken by vendor for repair, and if repair time exceed 3 days. The
standby equipment arrangement will be allowed for a maximum of 7 days only. If any
equipment not repaired/attended or the standby equipment exceeds the allotted period
of 7 days, penalty will be deducted as per penalty clause or the company get the same
repaired from outside source and recover the cost from AMC Vendor from the
quarterly payment.

ITD/AMC-FMS/03-11/40 5
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

ix. The vendor shall ensure the originality of the parts/components in the machines. In case of
replacement, the vendor shall replace the items with same or better configuration. The
vendor shall maintain an inventory of frequently required spares/components at NIA Head
Office.
x. The vendor shall perform preventive maintenance on quarterly basis.
xi. The vendor shall attend all calls related to IT Hardware, Installation, upgradation, repairing
and reloading of operating systems, formatting desktops, taking backup and installing
antivirus, software like Microsoft Office, open office, adobe etc and database like oracle,
SQL etc. Taking backup during formatting and reloading of O/s.
xii. The vendor shall assist in the recovery of data backup to the extent possible in case of Hard
disk crash or any other problem.
xiii. The vendor may be required to install the new hardware procured by NIA. The vendor shall
do data transfer, Data backup as instructed by NIA.
xiv.On expiry/termination of the contract, the contractor shall handover all equipment under the
contract in good working condition, before the release of that quarter’s payment.
xv. The Company’s representatives shall have free access to the vendor’s Service center at any
time during working hours for the purpose of inspecting service center and spare parts stock.
The successful bidder shall provide the necessary facilities for such inspection.

xvi.AMC (Annual maintenance Contract) Support

Services to be covered under AMC

 The AMC cover is Comprehensive AMC, details as mentioned below :-
a) Printer & All in one printer:- Comprehensive maintenance and repair excluding only
toner, ribbon and cartridge.
b) Laptop, Desktop, Server & Storage: - Comprehensive maintenance and repair excluding
only CMOS battery.
c) Scanner & Label printer: - Comprehensive maintenance and repair.
d) Projector:- Comprehensive maintenance and repair excluding Lamp.
 Comprehensive Maintenance of Servers, Desktops, Laptops, Printers, Scanners, Projectors
and all other IT peripherals as well as components/parts (non-consumables) of Servers,
Desktops, Laptops and other Peripherals.
 Repair or Replacement of parts of Servers, Desktops, Laptops, Printers, Scanners, Projectors
and all other peripherals as well as components/parts (non-consumables) of Servers,
Desktops, Printers, Scanners and all other peripherals.
 Installation, up-gradation, repairing, reloading and restoration of operating systems Redhat
Linux AS/ES/WS/ 4.0/5.0/6.0, Windows /=98/2000//XP/VISTA/7, server 2008/2010, and
office productivity software (Microsoft Office 2000/2007/2010 and open office), oracle
installation and basic networking work for Servers, Laptops, network printer and Desktop.
Taking backup during reloading of operating systems.
 Installation of antivirus software provided by NIA. All calls related to virus scanning and
cleaning should be attended and rectified.

ITD/AMC-FMS/03-11/40 6
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

 Comprehensive maintenance of the hardware and systems software shall include,

maintenance of the system as per the company’s policy, reloading of operating systems
(windows 98/2000/XP/Vista/7), other software, database server etc. when required or in the
event of system crashes /malfunctioning, corruption of data etc. Periodical application of
system software patches /service packs /upgrades etc. shall also be a part of comprehensive
maintenance.
 Resolving OS related issues including re-installation of OS, due to any reason what-so-ever.
Xviii. FMS (Facility Management Services) Support comprises of

a) Help Desk Management

b) Vendor Management
c) Server Management.
d) Desktop Management
e) Asset Management
f) Virus management
a) Help Desk Management : The Help desk management services should undertake the following
responsibilities

• Logging user calls and issuing a trouble ticket.

• Tracking each call to resolution. SLA Management.
• Escalating calls, if necessary.
• First level hardware support for the equipments. Should have overall working knowledge of
Microsoft and Linux products and their installation, configuration and trouble shooting,
virus prevention and cleaning in desktops.
• Updating records for Install, Move, Add or Changes at the client level as per requirement.
• Develop good working relationship with users.
• Generating call reports. Analyzing the call statistics.

ACTIVITY DESCRIPTION
 Allow users to call log through online or telephone, track and close calls on completion. In
case of telephonic call, the users are to be intimated call ID.NO: and resolution time as per
Severity levels.
 Assign criticality to each call. Track each call to resolution.
 Monthly calculation of availability of different category of equipments and overall
availability of all systems covered under the contract.
 Monthly availability, utilization report, server uptime report, including planned backups and
backups actually taken on servers.
 Monthly IMAC (Install, Move, Add, Change) report.
 Generation of Management Information System reports
 Daily Reports:- Complete report call details.
 Quarterly Call reports which include downtime, call trend and Call Resolution details.

b) Vendor Management Facility management support will co-ordinate with external vendors for
the upkeep of equipments installed in NIA, Liaison with various vendors / Original equipment

ITD/AMC-FMS/03-11/40 7
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

manufacturers for all system related works, services associated with New India Assurance.

ACTIVITY DESCRIPTION
 Maintaining database of various vendors and service providers including vendors for
hardware under warranty with details like contact person, telephone numbers, escalation
matrix, response time and resolution time etc.
 Logging calls with vendors and service providers and maintaining SLA's.
 Escalation & co-ordinating with the vendors and service providers to get the problems
resolved.
 Keep track of the hardware & software maintenance contracts entered into by NIA with
various vendors.
 Analyzing performance of different vendors.
 Maintaining Vendor contacts details.

c) Server Management This module ensures maximum availability of the server resources like
software application & databases in a networked environment

ACTIVITY DESCRIPTION
 To manage the server end-to-end includes server administration, fine-tuning, hardware and
software support and upkeep of the server.
 Handling of operating system related issues, installation of operating system upgrades,
patches etc. Reinstallation of OS if required, periodic system performance tuning,
monitoring server usage statistics, network operating system support, startup and shutdown
of servers. Taking backup during reinstallation of O/s.
 Addition, deletion, reconfiguration of devices, additional users. Housekeeping of servers
such as disk space usage, files & folders, permissions, users login to network etc.
Implementing security on servers.
 Submitting Monthly report on utilization and root cause analysis of all failure.
 Server Rack management for data center which includes updating of IMAC (Install, Move,
Add, Change) of servers, manual register entry.

d) Desktop Management This module ensures the coverage of all Desktops, Laptops, printers,
scanner, projectors and other IT Peripherals. It comprises of moving, adding, configuring, loading of
software, standardization and optimization of configuration.

ACTIVITY DESCRIPTION
 Installation and configuration of operating system, desktop client application software, office
packages, antivirus etc as and when required
 Providing services such as relocation of desktops and IT peripherals.
 Maintaining record of all new machines installed, configuration of machines changes in the
configuration, movement of machines within the site.
 Performing any Install, Move, Add or change (IMAC) at client level.
 Configuration of printers and solving all printing problems of users.
 Configuration of scanners, CD writers and any other peripheral if required.
 Loading of drivers of desktops and other peripherals. Downloading and arranging the device
drivers of equipments as & when required.
 Installing, configuring, reloading, reconfiguring of any desktop, laptop, office automation
software, browsers, email clients, applications etc. as and when required.

ITD/AMC-FMS/03-11/40 8
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

 Configuration and reconfiguration of client machines to ensure optimum network

connectivity and application service availability for users.
 Re-establishing the network connectivity and application availability after any hardware &
software failure.
 Arrangement to update all software bug fixes, patches, upgrades etc.
 Shall make all possible attempts to retrieve the data in case of any disk failure.
 Install, Move, Add or change (IMAC) Monthly reports.

e) Asset Management: Managing and updating asset record for all the locations as mentioned in
the tender.

ACTIVITY DESCRIPTION
 Manual register entry record of all Computer hardware and peripherals and Software.
 Maintaining and keeping registry record of all application software licenses.
 Asset movement tracking, Media Tracking.
 Updating record.
 Maintaining and keeping records of AMC & Warranty details for all the computer hardware
and peripherals.

f) Virus Management: To provide an effective control mechanism for virus control on the Server,
Desktop and Network level.

ACTIVITY DESCRIPTION
 Loading of antivirus software in Servers, Desktops, and Laptops etc.
 Diagnosing and rectifying any virus problems. Escalating the problem to OEM for antivirus
signature updates.

12) Service Level Agreement

The vendor should provide on-site AMC-FMS support from 10.00AM to 06.00 PM on all
working days. The vendor shall also work on holidays if required by the company at Head office
and other sites as listed in the tender document.

SEVERITY LEVEL RESPONSE TIME RESOLUTION TIME

LEVEL1 5 MINUTES 2 HOURS
LEVEL2 15 MINUTES 3 HOURS
LEVEL3 2 HOUR 4 HOURS
LEVEL 4 3 HOUR Next day

SEVERITY LEVEL 1: Problems related to Servers, Database and applications at Head office.

SEVERITY LEVEL 2: Problems related to all Desktops, printers, laptops, scanners, projectors
and other IT Peripherals for Head office. Problems reported by Executives of Head Office –
CMD, GM & DGM including their PA’s.

SEVERITY LEVEL 3: Problems related to all IMAC activities. Desktops, printers, laptops,
scanners and other IT Peripherals at Corporate Training College (CTC) Andheri, Credit Risk
Office & CWISS Development Center at New India Center Co-operage road.

ITD/AMC-FMS/03-11/40 9
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

SEVERITY LEVEL,4: Problems related to all Training related calls, Installation of new
hardware & software and problems related to Desktops, printers, laptops, scanners and other IT
Peripherals at Executives residence at Malabar Hill, Grant Road, and Kalpataru Heights at
Mahalaxmi.

Response Time: - Defined as time taken by the helpdesk to respond the concerned user over the
service desk tool, phone or in person and acknowledge the problem.
Resolution Time: - Defined as time taken to resolve a problem or escalate it to respective vendor or
to provide Standby.

PENALTY Clauses

a) Absence of engineer/helpdesk Rs 500/- per day

b) AMC-FMS: - Vendor (Help desk) has to provide Call reports for the calculation of penalty. 10%
will be deducted from quarter payment on non-submission of call reports.

Severity level Response time Resolution time Penalty*

Sn
1 LEVEL1 5 MINUTES 2 HOURS Rs. 1500 /- Per Day*

2 LEVEL2 15 MINUTES 3 HOURS Rs. 300 / - Per Day*

3 LEVEL3 2 HOUR 4 HOURS Rs. 250 / - Per Day*

4 LEVEL 4 3 HOUR Next day Rs. 200 / - Per Day*

5 If standby is given at Nil
immediate on or before
Resolution time
6 If standby provided As per Severity level
period increases 7 days

7 Non submission of call reports by the vendor 10% of quarterly

payment
*Complete Day is calculated after the Resolution time.

13. EXCLUSIONS
The maintenance agreement does not include:
 Electrical work external to the equipment or maintenance of accessories, attachments machines
or other devices.
 Damage resulting from fire, lightning, transportation, cost of repair or replacement due to these
factors.
 Furnishing platens, accessories, paintings or refinishing the machines or furnishing the materials
thereof, making specific changes.

14. Termination Clause: If at any point of time, the services of vendor are found to be non-
satisfactory the contract will be terminated, giving 3 (Three) months notice in advance. Either party,

ITD/AMC-FMS/03-11/40 10
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

giving 3 (Three) months notice in advance, may terminate the agreement prior to expiry of contract
period.

15 The Vendor will not sub-contract or permit any personnel other than vendor’s engineers to
perform any service or other activities required by NIA without prior permission from NIA.

16 The vendor should maintain the confidentiality of the data stored on computer system. No
engineer / staff of the vendor shall carry any personal floppy, USB drives, Blank CDs inside the
Company’s premises.

17 NIA will provide sufficient working place, communication system for the vendor without any
extra cost.

18 ROYALTIES AND PATENTS Any royalties or patents or the charges for the use or
infringement thereof that may be involved in the contract shall be included in the price. Bidders
shall protect the Company against any claims thereof.

19 DEVIATION FROM SPECIFICATION

If the bidder wishes to depart from any terms and conditions of the tender in any respect he
shall draw the attention to such points of departure explaining fully the reasons thereof and
furnish separately adopting the form given below. Unless this is done, the requirements of the
eligibility criteria will be deemed to have been accepted in every respect. The Company
reserves the right to accept/reject any or all of the deviations shown by the bidder.

Sr. No. Sr. No. & Description in the eligibility criteria Deviation Details and Reasons thereof

ITD/AMC-FMS/03-11/40 11
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

SECTION II

PART A – TECHNICAL BID

The following documents have to be submitted in Cover A.

a) Eligibility Criteria Annexure I

b) Technical Bid Annexure II
c) EMD Amount Rs 50,000/- (Rupees Fifty Thousand). (Refundable)
d) Tender document Fees Rs 2,000/- (Rupees Two Thousand) (Non-refundable) if downloaded from
NIA website.

PART – B COMMERCIAL BID

a) The bidders have to submit commercial bids as per Annexure ‘III'. Incomplete commercial bid
will be rejected. If amount is not mentioned it will be considered as Rs 0/- (Rupees Zero)

ITD/AMC-FMS/03-11/40 12
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

SECTION III

GENERAL

1.0 PROCEDURE FOR PROCESSING THE TENDER DOCUMENT:

1.1 The Lower Level Committee will open the Cover ‘A’ . In case the cover ‘A’ does not contain a
Pay Order/Demand Draft for Rs. 50,000/- (Rupees Fifty Thousand only) towards Earnest
Money Deposit and Rs 2,000/- towards tender document fees, their offer would be rejected.

1.2 Each and every aspect in the Eligibility criteria and technical bid including deviations if any
would be discussed with the representatives of the vendors by the Higher and/or Lower
Level Committee. The meeting will be held at the Head office of the Company, at the time
and date, as decided by the company. The time and date would be intimated to the bidders.

1.3 The commercial bids of only technically qualified bids will be opened by the committee in
presence of all the bidders and the lowest commercial bid (L1) would be identified.

1.4 The bidders who fail to present themselves at the time of Commercial bid opening on the
specified place, date and time shall be disqualified.

1.5 Any commercial bid incomplete in any respect would not be considered.

1.6 The vendors are required to send their representative/s who are vested with powers to make a
decision in this regard, viz., decision on specifications and commercial bids.

1.7 This procedure is subject to changes, if any, and the procedure adopted by the Company for
opening the tender shall be final and binding on all the parties.

2.0 AGREEMENT

The successful bidder shall enter into a detailed Agreement. A proforma/draft Agreement as
mentioned below. However, the Company reserves the right to alter/vary/amend/modify all or any
of the terms set out in the said proforma/draft Agreement.

ITD/AMC-FMS/03-11/40 13
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

AGREEMENT
This agreement made on this ________ day of ________ between __________ hereinafter called
the "VENDOR" and THE NEW INDIA ASSURANCE CO. LTD., hereinafter called "THE
COMPANY" sets forth the terms and conditions for the AMC-FMS of Computer hardware and
peripherals as specified in Annexure ‘II’, for the Head office, CTC Andheri, NIC (5th & 13th floor)
and executive residence of this agreement.

1. SCOPE OF WORK (SOW)

The New India Assurance Co. Ltd. intends to enter into a comprehensive AMC-FMS for
Computer hardware and peripherals of different makes, installed in the Head Office, Credit Risk
Insurance Office & CWISS Development Centre at New India Centre, Co-operage Road,
Corporate Training College at Andheri and Residence of Executives at Mayfair Garden, Hill
Palazzo at Malabar Hill and Kalpataru Heights at Mahalaxmi, Grant road.
Repair and Maintenance Services (Hardware): The vendor shall maintain the equipments
(Servers, Desktops, Laptops, Printers, Scanners, Projector etc.) in good working condition. The
details of the equipments are provided in the Technical bid as per Annexure –II. The vendor will
require providing the following services.
i. The vendor shall correct any faults /failures in any equipment during the office hours i.e.
from 10.00 AM to 18.00 PM on all working days. The vendor shall also work after office
hours and on holidays if required by the company at no extra cost.
ii. The bidder will be required to provide a total of 95% uptime for all the equipments covered
under the contract.
iii. The bidder have to deploy a t least 4 (Four) well trained and qualified resident
hardware engineers details as mentioned below. The vendor(s) shall be required to
furnish the proof of qualification/experience of its AMC Engineers to us before
deploying them for AMC work. NIA technical panel will take interview before
deploying the resources. For certain critical cases the vendor will be required to provide
specialist to repair / diagnosis at no extra cost to the company. The vendor shall provide a
substitute engineer, in case of non-availability of engineers.
Sn Description Qty Experience & qualification

1 Helpdesk 1 Graduate with 1 year experience in relevant area with

excellent communication skills and sound knowledge of
Computer hardware and operating system.

2 L1 engineer for manual 2 BE/B.Tech/BSc Engg (4 years) /MCA with 1 year

Asset entry, attending and experience in relevant field or Diploma in engineering
resolving calls related to with 2 Years experience in relevant field or Graduate
Computer hardware and with 3 years experience in relevant field and certified in
peripherals. A+/MCP/MCSA/ MCSE / RHCE

3 L2 Engineer for attending 1 BE/B.Tech/BSc Engg (4 years) in Electronics, IT,

and resolving calls related Computer Science with 2 years experience in in relevant
to Server, Storage, field or MCA with 2 year experience in relevant field or

ITD/AMC-FMS/03-11/40 14
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

Computer hardware and Diploma in engineering in Electronics, IT, Computer

peripherals. Science with 3 Years experience in relevant field and
certified in A+/MCP /MCSA/MCSE/RHCE

iv. Field engineer provided by the vendor should be available at any time to attend to the calls
for residence of executives, CTC Andheri and at New India Center Cooperage Road as listed
in the tender document. The field engineer attending calls for residence of executives should
be readily available to work on extended hours (after Normal Business Hours) and on
holidays if required at no extra cost.
v. The Support staff provided at NIA, Head Office shall be responsible for all the calls related
to Head Office, Corporate Training College (CTC) Andheri, Credit Risk Office & CWISS
Development Center at New India Center Co-operage road and Executive's Residence.
vi. The vendor will be required to travel to provide services to locations such as Corporate
Training College (CTC) Andheri, Credit Risk Office & CWISS Development Center at New
India Center Co-operage and Executives residences at their own cost. No payment will be
borne by NIA on local conveyance.
vii. The vendor has to keep spare parts/systems like SMPS, RAM, motherboard, keyboard,
Mouse and other at Company store house. Standby provided should be of same or better
configuration.
viii. Faulty equipment is taken by vendor for repair, and if repair time exceed 3 days. The
standby equipment arrangement will be allowed for a maximum of 7 days only. If any
equipment not repaired/attended or the standby equipment exceeds the allotted period
of 7 days, penalty will be deducted as per penalty clause or the company get the same
repaired from outside source and recover the cost from AMC Vendor from the
quarterly payment.
ix. The vendor shall ensure the originality of the parts/components in the machines. In case of
replacement, the vendor shall replace the items with same or better configuration. The
vendor shall maintain an inventory of frequently required spares/components at NIA Head
Office.
x. The vendor shall perform preventive maintenance on quarterly basis.
xi. The vendor shall attend all calls related to IT Hardware, Installation, upgradation, repairing
and reloading of operating systems, formatting desktops, taking backup and installing
antivirus, software like Microsoft Office, open office, adobe etc and database like oracle,
SQL etc. Taking backup during formatting and reloading of O/s.
xii. The vendor shall assist in the recovery of data backup to the extent possible in case of Hard
disk crash or any other problem.
xiii. The vendor may be required to install the new hardware procured by NIA. The vendor shall
do data transfer, Data backup as instructed by NIA.
xiv.On expiry/termination of the contract, the contractor shall handover all equipment under the
contract in good working condition, before the release of that quarter’s payment.
xv. The Company’s representatives shall have free access to the vendor’s Service center at any time
during working hours for the purpose of inspecting service center and spare parts stock. The
successful bidder shall provide the necessary facilities for such inspection.

ITD/AMC-FMS/03-11/40 15
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

xvi.AMC (Annual maintenance Contract) Support

Services to be covered under AMC

 The AMC cover is Comprehensive AMC, details as mentioned below :-
a) Printer & All in one printer:- Comprehensive maintenance and repair excluding only
toner, ribbon and cartridge.
b) Laptop, Desktop, and Server & Storage: - Comprehensive maintenance and repair
excluding only CMOS battery.
ci) Scanner & Label printer: - Comprehensive maintenance and repair.
d) Projector:- Comprehensive maintenance and repair excluding Lamp.
 Comprehensive Maintenance of Servers, Desktops, Laptops, Printers, Scanners, Projectors
and all other IT peripherals as well as components/parts (non-consumables) of Servers,
Desktops, Laptops and other Peripherals.
 Repair or Replacement of parts of Servers, Desktops, Laptops, Printers, Scanners, Projectors
and all other peripherals as well as components/parts (non-consumables) of Servers,
Desktops, Printers, Scanners and all other peripherals.
 Installation, up-gradation, repairing, reloading and restoration of operating systems Redhat
Linux AS/ES/WS/ 4.0/5.0/6.0, Windows 98/2000//XP/VISTA/7, server 2008/2010, and
office productivity software (Microsoft Office 2000/2007/2010 and open office), oracle
installation and basic networking work for Servers, Laptops, network printer and Desktop.
Taking backup during reloading of operating systems.
 Installation of antivirus software provided by NIA. All calls related to virus scanning and
cleaning should be attended and rectified.
 Comprehensive maintenance of the hardware and systems software shall include,
maintenance of the system as per the company’s policy, reloading of operating systems
(windows 98/2000/XP/Vista/7), other software, database server etc. when required or in the
event of system crashes /malfunctioning, corruption of data etc. Periodical application of
system software patches /service packs /upgrades etc. shall also be a part of comprehensive
maintenance.
 Resolving OS related issues including re-installation of OS, due to any reason what-so-ever.
Xviii. FMS (Facility Management Services) Support comprises of

g) Help Desk Management

h) Vendor Management
i) Server Management.
j) Desktop Management
k) Asset Management
l) Virus management
a) Help Desk Management : The Help desk management services should undertake the following
responsibilities

ITD/AMC-FMS/03-11/40 16
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

• Logging user calls and issuing a trouble ticket.

• Tracking each call to resolution. SLA Management.
• Escalating calls, if necessary.
• First level hardware support for the equipments. Should have overall working knowledge of
Microsoft and Linux products and their installation, configuration and trouble shooting,
virus prevention and cleaning in desktops.
• Updating records for Install, Move, Add or Changes at the client level as per requirement.
• Develop good working relationship with users.
• Generating call reports. Analyzing the call statistics.

ACTIVITY DESCRIPTION
 Allow users to call log through online or telephone, track and close calls on completion. In
case of telephonic call, the users are to be intimated call ID.NO: and resolution time as per
Severity levels.
 Assign criticality to each call. Track each call to resolution.
 Monthly calculation of availability of different category of equipments and overall
availability of all systems covered under the contract.
 Monthly availability, utilization report, server uptime report, including planned backups and
backups actually taken on servers.
 Monthly IMAC (Install, Move, Add, Change) report.
 Generation of Management Information System reports
 Daily Reports:- Complete call details.
 Quarterly Call reports which include downtime, call trend and Call Resolution details.

b) Vendor Management Facility management support will co-ordinate with external vendors for
the upkeep of equipments installed in NIA, Liaison with various vendors / Original equipment
manufacturers for all system related works, services associated with New India Assurance.

ACTIVITY DESCRIPTION
 Maintaining database of various vendors and service providers including vendors for
hardware under warranty with details like contact person, telephone numbers, escalation
matrix, response time and resolution time etc.
 Logging calls with vendors and service providers and maintaining SLA's.
 Escalation & co-ordinating with the vendors and service providers to get the problems
resolved.
 Keep track of the hardware & software maintenance contracts entered into by NIA with
various vendors.
 Analyzing performance of different vendors.
 Maintaining Vendor contacts details.

c) Server Management This module ensures maximum availability of the server resources like
software application & databases in a networked environment

ACTIVITY DESCRIPTION
 To manage the server end-to-end includes server administration, fine-tuning, hardware and
software support and upkeep of the server.
 Handling of operating system related issues, installation of operating system upgrades,

ITD/AMC-FMS/03-11/40 17
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

patches etc. Reinstallation of OS if required, periodic system performance tuning,

monitoring server usage statistics, network operating system support, startup and shutdown
of servers. Taking backup during reinstalltion of O/s.
 Addition, deletion, reconfiguration of devices, additional users. Housekeeping of servers
such as disk space usage, files & folders, permissions, users login to network etc.
Implementing security on servers.
 Submitting Monthly report on utilization and root cause analysis of all failure.
 Server Rack management for data center which includes updating of IMAC (Install, Move,
Add, Change) of servers, manual register entry.
d) Desktop Management This module ensures the coverage of all Desktops, Laptops, printers,
scanner, projectors and other IT Peripherals. It comprises of moving, adding, configuring, loading of
software, standardization and optimization of configuration.

ACTIVITY DESCRIPTION
 Installation and configuration of operating system, desktop client application software, office
packages, antivirus etc as and when required
 Providing services such as relocation of desktops and IT peripherals.
 Maintaining record of all new machines installed, configuration of machines changes in the
configuration, movement of machines within the site.
 Performing any Install, Move, Add or change (IMAC) at client level.
 Configuration of printers and solving all printing problems of users.
 Configuration of scanners, CD writers and any other peripheral if required.
 Loading of drivers of desktops and other peripherals. Downloading and arranging the device
drivers of equipments as & when required.
 Installing, configuring, reloading, reconfiguring of any desktop, laptop, office automation
software, browsers, email clients, applications etc. as and when required.
 Configuration and reconfiguration of client machines to ensure optimum network
connectivity and application service availability for users.
 Re-establishing the network connectivity and application availability after any hardware &
software failure.
 Arrangement to update all software bug fixes, patches, upgrades etc.
 Shall make all possible attempts to retrieve the data in case of any disk failure.
 Install, Move, Add or change (IMAC) Monthly reports.

e) Asset Management: Managing and updating asset record for all the locations as mentioned in
the tender.

ACTIVITY DESCRIPTION
 Manual register entry record of all Computer hardware and peripherals and Software.
 Maintaining and keeping registry record of all application software licenses.
 Asset movement tracking, Media Tracking.
 Updating record.
 Maintaining and keeping records of AMC & Warranty details for all the computer hardware
and peripherals.

f) Virus Management: To provide an effective control mechanism for virus control on the Server,
Desktop and Network level.

ITD/AMC-FMS/03-11/40 18
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

ACTIVITY DESCRIPTION
 Loading of antivirus software in Servers, Desktops, and Laptops etc.
 Diagnosing and rectifying any virus problems. Escalating the problem to OEM for antivirus
signature updates.

12) Service Level Agreement

The vendor should provide on-site AMC-FMS support from 10.00AM to 06.00 PM on all
working days. The vendor shall also work on holidays if required by the company at Head office
and other sites as listed in the tender document.

SEVERITY LEVEL RESPONSE TIME RESOLUTION TIME

LEVEL1 5 MINUTES 2 HOURS
LEVEL2 15 MINUTES 3 HOURS
LEVEL3 2 HOUR 4 HOURS
LEVEL 4 3 HOUR Next day

SEVERITY LEVEL 1: Problems related to Servers, Database and applications at Head office.
SEVERITY LEVEL 2: Problems related to all Desktops, printers, laptops, scanners, projectors
and other IT Peripherals for Head office. Problems reported by Executives of Head Office –
CMD, GM & DGM including their PA’s.
SEVERITY LEVEL 3: Problems related to all IMAC activities. Desktops, printers, laptops,
scanners and other IT Peripherals at Corporate Training College (CTC) Andheri, Credit Risk
Office & CWISS Development Center at New India Center Co-operage road.
SEVERITY LEVEL,4: Problems related to all Training related calls, Installation of new
hardware & software and problems related to Desktops, printers, laptops, scanners and other IT
Peripherals at Executives residence at Malabar Hill, Grant Road, and Kalpataru Heights at
Mahalaxmi.

Response Time: - Defined as time taken by the helpdesk to respond the concerned user over the
service desk tool, phone or in person and acknowledge the problem.
Resolution Time: - Defined as time taken to resolve a problem or escalate it to respective vendor or
to provide Standby.

2. PENALTY Clauses
a) Absence of engineer/helpdesk Rs 500/- per day
b) AMC-FMS: - Vendor (Help desk) has to provide Call reports for the calculation of penalty. 10%
will be deducted from quarter payment on non-submission of call reports.

Severity level Response time Resolution time Penalty*

Sn
1 LEVEL1 5 MINUTES 2 HOURS Rs. 1500 /- Per Day*

2 LEVEL2 15 MINUTES 3 HOURS Rs. 300 / - Per Day*

3 LEVEL3 2 HOUR 4 HOURS Rs. 250 / - Per Day*

4 LEVEL 4 3 HOUR Next day Rs. 200 / - Per Day*

5 If standby is given at Nil

ITD/AMC-FMS/03-11/40 19
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

immediate on or before
Resolution time
6 If standby provided As per Severity level
period increases 7 days

7 Non submission of call reports by the vendor 10% of quarterly

payment
*Complete Day is calculated after the Resolution time.
3.0 PRICE
The vendors should quote the unit price. Only Service tax will be paid as actual.
ii. The price shall be all inclusive of labour cost, ex-factory price per unit, packing, forwarding,
freight, transit insurance, Excise duty, other duties, if any, including state levy, delivery,
installation, commissioning and testing charges. No other charges shall be made.
iii.There shall be no escalation in the prices once the prices are fixed and agreed to by the
Company and the vendors. But, any benefit arising out of any subsequent reduction in the
prices due to reduction in duty & taxes after the prices are fixed and before the agreement
should be passed on to the Purchaser /Company.
iv. The Warranty equipments will be covered under AMC-FMS on pro-rata basis after the
warranty expires.

4. PAYMENT TERMS:
i) Payment will be released on quarterly basis on satisfactory performance and after deduction
of penalty, if any. No advance payment will be done.
ii) No advance payment will be made in any case

5. ROYALTIES AND PATENTS Any royalties or patents or the charges for the use or
infringement thereof that may be involved in the contract shall be included in the price. Bidders
shall protect the Company against any claims thereof.

6. RELOCATION OF SYSTEMS
During the maintenance agreement in force, the company may relocate the system and keep the
vendor informed. In case of relocation of equipment, transport and other incidental charges will be
borne by company.

7. EXCLUSIONS
The maintenance agreement does not include:
 Electrical work external to the equipment or maintenance of accessories, attachments machines
or other devices.
 Damage resulting from fire, lightning, transportation, and cost of repair or replacement due to
these factors.
 Furnishing platens, accessories, paintings or refinishing the machines or furnishing the
materials thereof, making specific changes.

8. Termination Clause: If at any point of time, the services of vendor are found to be non-
satisfactory the contract will be terminated, giving 3 (Three) months notice in advance. Either party,
giving 3 (Three) months notice in advance, may terminate the agreement prior to expiry of contract
period.

ITD/AMC-FMS/03-11/40 20
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

9. JURISDICTION & ARBITRATION

In case of any dispute or any difference arising at any time between the parties in respect of this
agreement, the same shall be resolved by mutual discussion and if not resolved then in accordance
with and subject to the provision of the Indian Arbitration Act 1940 and only Courts of Mumbai
shall have jurisdiction in all matters arising out of or connected with this agreement. Further, this
agreement is subject to laws of India only

10. FORCE MAJEURE

The vendor shall not be liable for any delay or failure of performance of any of its obligations
under or arising out of this contract, if the failure or delay results from any of the following Act of
God, refusal of permissions or other Government Act, fire, explosion, accident and the like which
renders it impossible or impracticable for the vendor to fulfill its obligations under the contract or
any other cause or circumstances of whatsoever nature beyond vendor's control.
11. LIABILITIES & INDEMNITIES
The vendor represents and warrants that the repair and maintenance of services/products hereby
sold do not violate or infringe upon any patent, copyright, trade secret or other property right of any
other person or other entity. The vendor agrees that it will and hereby does, indemnify the company
from any claim, directly or indirectly resulting from or arising out of any breach or claimed breach
of this warranty.

12. CONFIDENTIALITY
The vendor acknowledges that all materials and information which has or will come in its
possession or knowledge in connection with the performance of this agreement, hereof, consists of
confidential and proprietary data, whose disclosure to or use by third parties will be damaging or
cause loss to company. The vendor agrees to hold such material and information in strictest
confidence not to make use thereof other than for the performance of this agreement, to release it
only to employees requiring such information, and not to release or disclose it to any other parties.
The vendor shall take appropriate action with respect to its employees to ensure that the obligations
of non-use and non-disclosure of confidential information under this agreement are fully satisfied.

IN WITNESS WHEREOF THE PARTIES HERE TO have set and subscribed their respective hands
and seals the day and year herein above mentioned.

a) Signed sealed & delivered by the b) Signed sealed & delivered by the
within named insurance company within named (vendor)

By the hands of By the hands of

_______________________________ ______________________________

In the presence of In the presence of

Witnesses:1 _______________ Witnesses:1 _______________
Witnesses:2 _______________ Witnesses:2 _______________

ITD/AMC-FMS/03-11/40 21
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

Eligibility Criteria Annexure I

Compliance
SN Particulars (Yes/No)

1 Vendor should have good reputed background and should be established in IT hardware
support in India, not less than 15 years (Proof of registration to be Submitted)
CST /LST No: (Proof to be Submitted)
2 PAN Card Number :(Proof to be Submitted)
Income Tax certificate (Proof to be Submitted)
Vendor should have an Annual turnover of Rs. 5 Crore in AMC- FMS services for the
3 immediately past 3 financial years. (Audited Balance Sheets & Chartered Accountant
Certificate to be submitted)
2009-10 (in Crore)

2008-09

2007-08

Vendor should have made net profit after tax in 2 out of last 3 financial 2009-10 Rs. (in
years in AMC- FMS services .( Documentary proof should to be Crore)
4 Submitted) 2008-09 Rs.
2007-08 Rs.
Vendor should have entered into atleast 5 no AMC-FMS contract in institute namely
Government/PSU/BFSI, other than NIA. The AMC-FMS order should not be earlier to year
5 2009. 1 (One) orders should in Government organisation (State, Central, BFSI & PSU) of
value not less than 15 Lacs. The remaining order should not be less than Rs 10 Lacs and out
of which 2 (Two) orders should be from Mumbai (includes Navi mumbai & Thane) location.
(Documentary proof to be submitted)
Name of the Customer & Contact Person Location, Address P.O. No. & Amount
. & Phone No Date Rs. (in
lacs)
(a)
(b)
(c)
d
e
Should produce at least 5 letters of satisfactory performance of support provided during the
9 last 2 years other than NIA. At least 2 letters should be from the largest executed order.
( Documentary proof should to be Submitted)
10 Should be a Red Hat Certified Partner, Microsoft Certified Partner ( Documentary proof
should to be Submitted)
11 Should have back-to-back arrangements with the OEM Vendors/ Manufacturers of Hardware /
Channel Partners for the supply of spares. The bidder should produce letters regarding their

ITD/AMC-FMS/03-11/40 22
 THE NEW INDIA ASSURANCE COMPANY LIMITED, HO MUMBAI

Compliance
SN Particulars (Yes/No)
relationship. ( Documentary proof should to be Submitted)
Should have Engineers on payroll having expertise in High End servers, Storage, Desktops,
printers (laserjet, DMP and other), Scanner, All in one printers, Laptops, projectors ,Storage &
12 backup and also in desktops operating systems (Windows & Linux) and server operating
systems (Windows and Linux). Certified engineer in A+/MCP/MCSA/MCSE/RHCE/CCNA.
(Documentary proof to be Submitted)
13 ISO 9001 : 2000 certification for support services (Documentary proof should to be
Submitted)
14 The vendor should not have any of their contracts terminated or blacklisted after year 2009,
by any State or Central Government/BFSI/ PSU. (Affidavit duly notarized to be submitted)
The Vendor should have one number of full fledged service centre in Mumbai with adequate
15 stocks of spares and sufficient number of qualified service engineers in their organization
( Documentary proof should to be Submitted)

Yours faithfully,
Authorised Signatory
(Name & Designation, seal of the firm)

Note:-
1. Additional information can be attached in additional sheet.
2. Incomplete and non submission of documentary proof bids will be rejected.
3. All documents should be signed by authorized representative with company seal.

ITD/AMC-FMS/03-11/40 23