RFP-316322-YG – IAEA Statement of Work

HPE Server and Storage Last update: 2019-09-24

Statement of Work

Provision of Hewlett-Packard Enterprise Server,

Storage and related Products and Services

1. Scope

The Information Technology Division established within the Department of

Management (MTIT) is responsible for day-to-day operations of information
technology, information security and smooth running of the International Atomic
Energy Agency (IAEA), through reliable and sustainable services. The
Safeguards Within the Department of Safeguards, the Office of Information and
Communication Systems (SGIS) is the centre of competence for the
specification, development and maintenance of information and communication
technology (ICT) systems and for the management of all ICT infrastructure and
services to support the Department.
This Statement of Work (SoW) describes the requirements for the provision of
Hewlett Packard Enterprise (HPE) Server, Storage and related Products, and
related Services (hereinafter referred to as the “Equipment” and the “Services”
to both MTIT and SGIS). The Equipment and Services are principally required
for the IAEA headquarters at the Vienna International Centre (VIC) located in
Vienna, Austria Vienna and the IAEA Laboratories in Seibersdorf, Austria but
also in the IAEA’s remote office locations outside of Austria: Monaco, Tokyo
(Japan), Rokkasho (Japan), and Toronto (Canada).
The Equipment and Services are required for the provisioning of IT core
services to the IAEA.

2. Acronyms

The following acronyms shall apply throughout this SoW unless defined
otherwise hereinafter:
FC – Fibre Channel;
HW – Hardware;
MS – Microsoft;
PO – Purchase Order;
SAN – Storage Area Network;
SLA – Service Level Agreement
SPOC – Single Point of Contact and
SW – Software.

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RFP-316322-YG – IAEA Statement of Work
HPE Server and Storage Last update: 2019-09-24

3. Requirements

The Contractor shall meet the following requirements:

3.1. Functional and Performance Requirements:

3.1.1. The Contractor shall be an authorized HPE reseller and an HPE

Platinum partner in the Server, Storage, and Backup hardware domains.

3.1.2. The Contractor shall maintain, and update quarterly, a standard

reference configuration list for items in the major categories with
configurations-IDs, including, but not limited to:

 2 x HPE Reference-Server-Configurations (latest generation

BL460c, DL380);
 2 x HPE 2 HPE Reference-Enclosure-System (c7000, Synergy,
or later technologies);
 3 x HPE Reference-Hyperconverged-Systems (SimpliVity small,
large, and extra-large);
 2 x Reference-Storage-Configurations (3PAR 8000 Series –
iSCSI and FC), and
 2 x HPE Reference-Library-Configuration (MSL, ESL).

These configuration references must be supplemented with all possible

modules, components and accessories (e.g., virtual connect module,
switch modules, FC card, RAM modules, etc.,). Furthermore, the IAEA
shall be able to purchase any HPE equipment from the following
categories:

 Racks and components (e.g., Rack PDU, Keyboard, KVM, etc.);

 HPE Backup Hardware and Software;
 Intel ProLiant Family Servers;
 HPE-Storage Systems of any class;
 HPE Networking Devices and Components;
 HPE Converged and Hyperconverged Systems;
 HPE Hardware Installation and Maintenance;
 HPE Consulting Services and
 HPE Management Software.

3.1.3. All support Care Packs shall be of a type that can be included in current
IAEA support agreements (SAID’s) with HPE. Installation costs for
multiple items which would incur a disproportionate cost compared to the
actual effort shall only be calculated based on the actual effort required
and shall be submitted as a quote to the IAEA prior to the issuance of a
PO and scheduling of the work;

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RFP-316322-YG – IAEA Statement of Work
HPE Server and Storage Last update: 2019-09-24

3.1.4. The Contractor shall deliver Equipment as follows: normally 1 (one)

delivery per order unless otherwise agreed with IAEA staff. Multiple
orders may also be combined to 1 (one) delivery if the technical contact
for MTIT or SGIS is clearly marked and the orders packed separately;

3.1.5. The Contractor shall notify IAEA, SGIS, and/or MTIT of an estimated
delivery date within a deviation of +/- 1 (one) week. The delivery time of
ordered Equipment shall not exceed 6 (six) weeks, unless otherwise
agreed with the Contractor and IAEA. Additionally, the Contractor shall
notify the parties above when an order is within 5 (five) business days of
delivery to the IAEA;

3.1.6. The Contractor shall schedule quarterly account status meetings at the
VIC only (unless agreed otherwise). The purpose of the meeting will be
discussion of the following topics:

 Performance against contractual obligations, e.g., “Incident tickets

and/or SLA’s” (if any);
 Consulting hours: balance and hours utilization, including future
demand planning;
 Equipment orders, their delivery dates and co-ordinate the
installations;
 Status of existing projects/activities;
 Asset management: The Contractor shall maintain an asset list and
it shall be updated and reviewed with IAEA staff with financial true-
up to check the spending against the Agreement. Separate
accounts shall be maintained for MTIT and SGIS;
 New projects/products/updates: the IAEA may identify new projects
or HPE can brief the IAEA on any new products or updates; and
 Other business which might arise within the scope of the
Agreement.

3.1.7. The Contractor shall provide the account management structure,

including:

 SPOC – Helpdesk number;

 SPOC – Key Account Manager (Sales);
 SPOC – Engineering Manager (Support) and
 Pool of named Engineers (at least 3 (three) HPE Certified Engineers)
to perform the engineering services related to the infrastructure
upgrade and maintenance at the IAEA.

Resumes are to be provided for all personnel of the account management

structure to review qualifications, certifications, and experience. The IAEA
shall be notified of any changes to the designated personnel.

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RFP-316322-YG – IAEA Statement of Work
HPE Server and Storage Last update: 2019-09-24

3.1.8. The Contractor shall provide the IAEA with a biannual Health Check, 6
(six) weeks after the anniversary date of each semester of the
Agreement, regarding installed equipment, software versions, systems
performance and/or other technical areas agreed upon by the Contractor
and IAEA. The Contractor shall also provide a sample format of the
Health Check (e.g., the headings to be expected). Sample headings shall
include, but not be limited to: Overview, Status of Recommendations from
previous Health Check, Installed Hardware, Software/Firmware Versions,
Known Issues, Redesign Recommendations, and Technology Briefing.
Each heading shall be rated by a scale to indicate the level of severity.
The Health Check shall be performed at no cost. The expected duration
of the Health check is 1 (one) day of effort per division (MTIT and SGIS)
for the Contractor’s personnel e.g., 8 (eight) hours total, comprising: 2
(two) hours data collection, 4 (four) hours to write report, 2 (two) hours
onsite to present to IAEA and discuss and be tailored for MTIT and SGIS
(separate for each);

3.1.9. The Contractor shall provide a trade-in mechanism for used equipment
whenever possible;

3.1.10. The Contractor shall provide, as required by the IAEA,

Equipment with 5 (five) years of maintenance and support and such
support shall be extendable until the end of support from HPE. In some
cases, such as Equipment for IAEA remote offices in Japan, Equipment
without the maintenance and support may be required (Equipment shall
be delivered to the VIC and the IAEA will arrange the shipment to Japan);

3.1.11. Technician and Consultancy services shall be provided within 6

(six) working days of receipt of the PO unless agreed otherwise with IAEA
staff depending on schedules and urgency.

The on-request engineering and documentation services will be initiated

by the IAEA through POs on a call-off basis. For PO the IAEA will send a
written request, containing elaborations, definitions and deliverables as to
the nature of a particular on-request service(s). The Contractor shall
provide, at a minimum, a work plan, schedule and number of days to be
allocated to the service. Upon authorization from the IAEA, the Contractor
shall commence work (within 6 (six) working days).

One man/day is defined as eight working hours, not including meals or

other breaks. Only the actual time worked shall be invoiced, with portions
of a day prorated at the daily rate. Surcharges for travel, meals, and other
expenses shall be included when quoting for work in this category. Note:
the type of systems impacted by any particular work and the time needed
to complete work determines whether the work can be carried out during
normal business hours, beyond normal business hours, or takes place on
Saturday, Sunday or public holidays.

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RFP-316322-YG – IAEA Statement of Work
HPE Server and Storage Last update: 2019-09-24

Also note that the current normal maintenance windows are scheduled
every second Thursday from 19:30-22:00 and Saturdays from 08:00-
20:00, however times outside these windows may also be requested.

3.2. Technical Requirements

For the Equipment to be used in Austria, the Contactor shall meet the following
technical requirements:

3.2.1. All Equipment shall comply with Austrian safety regulations for usage and
fit for purpose;

3.2.2. All Equipment shall comply with Austrian power standards and cabling
where applicable;

3.2.3. All Equipment shall comply with Austrian environmental compliance

standards and regulations;

3.2.4. On-site technician support shall cover tasks such as cabling, moving rack
mounted servers, setup of racks and other equipment; and

3.2.5. On-site consulting support shall cover design, configuration, and the
integration with existing systems, troubleshooting of servers and storage,
training and miscellaneous data centre issues.

In some cases, the IAEA might order the equipment to be used in other counties,
for example in Canada or Japan; in these cases, the Contractor shall provide
the IAEA with the equipment which will be operable in these counties.

4. Marking

4.1. All Equipment shall carry the standard HPE markings and identification numbers
for each type of equipment supplied.

5. Packing

5.1. All Equipment shall display the IAEA Purchase Order reference number and be
visible without having to unpack items; and

5.2. All Equipment shall include a printed and/or electronic document containing all
part descriptions, part numbers, and serial numbers in the delivery.

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RFP-316322-YG – IAEA Statement of Work
HPE Server and Storage Last update: 2019-09-24

6. Quality Requirements

6.1. The Contractor’s technical and consultant personnel shall have the necessary
certifications, e.g., HPE certified, for the Equipment and Services.

7. Testing and Acceptance

7.1. Testing of storage systems and SAN related equipment shall be part of the
installation and handover following HPE standards and best practices;

7.2. The storage systems and SAN related equipment, after installation, shall be
tested by the Contractor together with the End-user to demonstrate that the
performance meets the manufacturer’s performance specifications and the
minimum requirements specified herein as determined by the IAEA and the
End-user;

7.3. The results of the testing of the Equipment shall be documented by the
Contractor in an acceptance protocol that shall be signed by the relevant
IAEA end-user.

8. Installation and Training

8.1. In the case of complex installation activities and configurations or those which
are non-standard, or which have been customised for the IAEA environment,
the Contractor shall provide complete documentation in a suitable standard
electronic format, such as “MS Office Suite” and/or Portable Document format
(PDF);

8.2. The Contractor shall provide/coordinate HPE training onsite at the VIC, or at
another Vienna locale, through consultancy hours;

8.3. The Contractor shall coordinate with HPE for equipment services and
installations required in remote office locations outside of Austria: Monaco,
Tokyo (Japan), Rokkasho (Japan), and Toronto (Canada).

9. Deliverable Data Items

9.1. The Contractor shall provide all documentation, operation and servicing
manuals and technical drawings in the English language in electronic and or
paper format where appropriate.

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