R REQUEST FOR PROPOSAL FOR IT SYSTEMS

Table of Contents

1. Acronyms 2. Introduction 3. DIALs Requirement. 3.1 3.2 3.3 3.4 FM Services Required Nos. of DIAL locations to be supported Service Window In scope Services

04 05 07

4. Inventory List 4.1 4.2 Annexure A Annexure B

10

5. FM Services Details 5.1 (a) 5.2

(a)

31

Helpdesk Services End User Support Services

Technical Services VDI System General Services

31

(b) 5.3 (a) (b) 5.4 5.5

Hitachi Storage General Services.. Service Provider Management Services

ARC Sight Management Service Firewall Management Service

33

34

Asset Management Services AMC Coverage Deliverables 35 35 36

6. IT Peripheral System Services. 7. Process Design for System Management..

8. Server Management Services. 36 8.1 8.2 8.3 8.4 8.5 Application Server Database Server and Cluster Server Software Distribution Server Data center Management Storage Management Services

9. Network Management Services 40 9.1 9.2 Backup, Restore and Recovery Management Anti-Virus Management

10. Team Structures 41 10.1 10.2 10.3 Operation Manager Qualification of Facility Management Personnel Minimum Qualification of FM Personnel

11. Service Level Agreement 43 11.1 11.2 11.3 Server Matrices Database Availability Service Level Network Availability Service Level

11.4 11.5 11.6 11.7 11.8

System Availability Reporting Timelines and Accuracy Service Level Metrics Downtime Few examples of Downtime Calculation 48

12. Up-Gradation of Technology.. 12.1 12.2 Maintenance Service Run Time

13.Statement of Work.... 13.1 13.2 13.3 13.4 13.5 13.6 13.7 13.8 13.9 13.10 13.11 Change Management Configuration Management Service Level Management Availability Management Capacity Management IT Service Continuity Management(ITSCM) Security Management Supply Provision Account Management Process Constraints Change Management Process

49

14.Customer Satisfaction 14.1 14.2 14.3 Service Metrics Service Level Summary Service Level Weighting Metrics

52

15.Exit Management Plan. 16.Instruction to Service Provider. 16.1 16.2 16.3 16.4 16.5 16.6 16.7 Cost Incident to Proposal Preparation Site Conditions Technical Proposal Financial Proposal Evaluation of proposal(Weightage of Technical/Commercial parameters) Additional Services IT Systems Refresh Events 56

54 55

17.Miscellaneous

18.Penalty on SLA Deviation..

57

1. Acronyms

SNO 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30

Definition/Acronym ACL FIDS DIAL MNI BOM PTB QOS TMRS T3 TCP/IP SOW FM CCTV ACS MH EH RAU CDMA BTS/BS WAISL RFP SLA DR FS WAN SP MIS VDI DC CMC

Description Access Control List Flight Information Display System Delhi International Airports Pvt Ltd. Managed Network Infrastructure Billing of Material Passenger Terminal Building Quality of Services Trunk Radio Mobile System Terminal 3 at DIAL Transfer Control Protocol / Internet Protocol Scope of Work Facility Management Closed Circuit Television Access control System Main Hub Expansion Hub Remote Access Unit Code Division Multiple Access Base Transceiver Station Wipro Airport IT Services Ltd Request For Proposal Service Level Agreement Disaster recovery Fire Station Wide Area network Service Provider(successful bidder) Management information System Virtual Desktop Infrastructure Data Center Crisis Management Center

2. Introduction

Objectives Of this RFP DIAL has automated its operations effectively using the IT technology. The IT infrastructure consisting of various servers having different operating systems, Relational Data Base Management System, PCs, Printers, Networking Devices, Leased Lines, CCTV, FIDS, Wi-Fi, TMRS,VHF, IP packages Leased line Pri management, VOIP,ACS,PA,MATV,MPAS. To maintain the Infrastructure effectively without any interruptions to its service (24 x 7 availability of IT infrastructure),DIALs Purpose is to Identify a SP for providing the Comprehensive Annual Maintenance Contract (CAMC) for IT Infrastructure for a Period of 3 + 3 years as mentioned in this RFP document.

Following are the Two Types of Scopes mentioned in detail in Annexure A & Annexure B .

Annexure-A S.no 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Item Manpower Support at FS-1,2,3,4 LAPTOPS DESKTOPS PRINTERS SERVERS NETWORK SWITCHES CORE SWITCHES CCTV FIDS PAVA ROUTER EPABX SYSTEMS VHF TMRS Qty 04 300 230 106 59 150 6 438 448 282 8 7 132 340 Contract(Services) FMS CMC CMC CMC CMC CMC CMC (AMC & CMC) AMC AMC CMC CMC CMC CMC

15. 16.

Speech & Siren System Audio/Video for CMC

270 24

(AMC & CMC) AMC

Annexure-B S.no 1 2 3 4 5 6 7 8 9 10 11 11 12 13 14 AV SET STORAGE(HITACHI) VDI(Desktops + Back-end) CENTRALISED PRINTERS SYSTEMS Item Qty Proposed Contract(Services) CMC FMS FMS

Lot 4 500+19 15

FMS ACCESS CONTROL SYSTEMS NETWORK SWICTHES FIREWALL SERVERS WI-FI(ACCESS POINT + WIRELESS CONTOLLER) Server Virtualisation systems PAVA CCTV FIDS ARC Sight Audio/Video for CMC 18 63 2 2 38 + 2 6 282 477 448 4 24 CMC CMC CMC CMC CMC FMS CMC CMC CMC FMS CMC

NOTE:

All the above mentioned contracts either IT or Non IT will be routed through a single vendor (FMS)

3.

DIALs Requirements

3.1

FM Services Required - 24x7 CAMC

System Support Database Management Services. Storage and Backup Management Services. Server Management Services. OS Administration Services. Application server management (ITP,CCTV, PA,TMRS,MCS etc).

Network & Email Management

Network Management Services (LAN and WAN)

Managed Security Services Virus Management Email Management Services AD Management Services Datacenter Management Services Facilities Management Services Help desk Services Technical Support Services Management Services Asset Management Services Hardware Break-fix Support Preventative maintenance services Centralised Print Management services

3.2

Number of DIAL Locations to be supported

Terminal 1 ( Terminal 1D,1A,1C and G+5 building,T2 Apron) Terminal-2 (Old International Airport Delhi) Cargo terminal building Chairman Farm House Silver Oak Avenue, House #10 Western House GMR Guest House # 80 ,Golf Link near Khan Market Barakhamba Office,4 Floor Birla Tower
th

VIP Building Haj Terminal NUB and Project Office MRSS, Ancillary Building GIS Fire stations CFD building and Old ATC building Aurangzeb lane guest house APRONE-E T3 PCCR-1,2 and Metro Building(ACB) MLCP

 Airport Service Building (ASB)

3.3

Service Window

Particulars

Support Window

End user Support Database Support Server Management Network Management Network monitoring
Datacenter Management

24X7 24X7 24X7 24X7 24X7 24x7 24X7 24X7 24X7 24X7 24X7 24X7 24X7 24x7

Patch management Storage Management Centralised Print service management Asset & SP management Anti-Virus Management Hardwares AMC
IT Peripherals (CCTV,ACS,WI-FI,FIDS, TMRS ,IPT, MPAS, Speech and siren ,VHF,MCS,ACS,MATV,PA etc .) VDI system Management

3.4

In-Scope Services The term Comprehensive Annual Maintenance Contract (CAMC) means that, SP shall diagnose the faults, repair/replace the faulty items, equipments, systems, components, IT peripherals, softwares, firmwares Installed in DIAL Premises, Technical Support Resources and equipments within given time frame to make DIAL Premises operational 24/7. SP shall be responsible for carrying out OnSite Comprehensive Annual Maintenance Contract (CAMC) for the following-

CMC includes all Hardware, Operating system/network connectivity, end to end between DIAL Premises. SP shall carry out Preventive Maintenance at least once in every 6 Months (Twice in a year) for all defined locations ref 3.2 . The SP shall carry out corrective maintenance/break down maintenance as and when required. SP shall carry out Preventive Maintenance for every 2 months for CCTV, speech and siren , IPT . SP has to prepare detail maintenance report for each maintenance activity carried out for Airports Buildings.

All logistics like arrangement of required equipment transport of equipment and lodging/ boarding of maintenance personnel shall be the responsibility of SP. In the event of the damages to users property or personal injury to user/SP personnel due to negligence of employee, the responsibility shall be solely rest with SP. The AMC & FM services could be overall management of DIAL Premises and providing the services to the users for availability of the applications / services at their desktops/ Laptops such as (a) Internet & Intranet services, (b) Email (c) Application Software services added from time to time on the internet and intranet.

The SP shall, at its own expense, keep IT Systems in good condition. The SP shall use the IT Systems in compliance with the IT System Subcontractors and DIAL Owned IT System Subcontractors suggested guidelines. The SP shall provide the preventive maintenance of IT System either on its own or by entering into an annual maintenance contract, in accordance with IT System Subcontractor's recommendations and the operation and maintenance manual. The SP shall immediately, upon discovery or upon any form of notice from DIAL or any other entity, commence and diligently pursue the correction of any and all errors, defects, malfunctions, interruptions, disruptions and/or problems which prevent any Service from performing or being provided in accordance with the requirements (a "Problem"). The SP shall perform a root-cause analysis to investigate the reasons for such a Problem and present the report of the investigation to DIAL and also undertake appropriate corrective action to prevent recurrence of the Problem. The SP shall immediately notify DIAL of the nature of the Problem and steps being taken to resolve and correct same. If SP identifies more than one equally satisfactory method for resolving a particular problem, the SP shall inform DIAL of each, the time required to implement each, the differences of each, including the impact on the Service and the best choice given all the circumstances, which the SP shall implement immediately. The SP shall provide on-going support and perform preventive maintenance for all Services, including upgrades, new releases, enhancements, performance engineering and updates, routine by passes, fixes and patches of minor problems and other improvements in any service in order to minimize both preventive and remedial maintenance requirements, while maintaining the Service in conformity with the requirements. The SP shall use the IT Systems diligently and with adequate care and skill as necessary to operate, maintain and manage such equipment. Any damage or malfunctioning of equipment due to any mishandling or mis-operation or any error otherwise, shall be made good by the SP. The SP shall at all times maintain adequate stock of spares parts including replacement spares(5 %) parts and critical Spares(10%) parts in accordance with the requirements and recommendations of the IT Systems Subcontractors The overall management and maintenance of Airports administration of servers, PCs, Printers, Peripherals, Networking, ISP Leased lines, Uninterrupted Power Supply (UPS) and the services running on them and also coordination with SPs.

Inventory List

4.1 Annexure A

S.no.

Description

Make/Model

Location

QTY(Proposed Contract) 04

Contract Type FMS

(A)

Manpower Support at FS-1,2,3,4

(B) (C) (D) (E)

LAPTOPS DESKTOPS PRINTERS SERVERS

Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server

Multiple Multiple Multiple

NUB,T3,ASB,T1D, T2, Cargo, Project office NUB,T3,ASB,T1D, T2, Cargo, Project office NUB,T3,ASB,T1D, T2, Cargo, Project office

300 230 106 59

FMS FMS FMS CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

HP,Proliant DL 360 G7 DELL,POWERVAULT MD 3200I DELL,POWEREDGE R710 DELL,POWEREDGE R710 IBM,X3650 IBM,X3650 LENOVO,THINKCENTRE IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 HP,ProLiant ML 350 G3 IBM,Infinity DELL,POWEREDGE R720 HP,c7000 HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,BL 460C HP,c3000 HP,BL 480C HP,BL 480C HP,BL 480C HP,BL 480C IBM,X3650 DVTEL HP,PROLIANT HP,PROLIANT

NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

10

Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server Server

DELL,POWEREDGE R720 IBM,X3650 IBM,X3650 IBM,X3650 IBM,X3650 DELL,Desktop IBM,X226 IBM,X236 DELL,OPTIPLEX 360 IBM,X3650 IBM,X3650 IBM,X3650 Lenovo,Desktop DELL,POWEREDGE 2950 DELL,POWEREDGE 2950 HP,PROLIANT DL 180 G6 HP,PROLIANT DL 380 G5 HP,PROLIANT DL 380 G5 Nortel,4548GT Nortel,4548GT Nortel,4548GT Nortel,4548GT Nortel,4548GT Nortel,4550-T Nortel,4548GT Nortel,5520-48T-PWR Nortel,425-24T Nortel,425-24T Nortel,5520-48T-PWR Nortel,425-24T Nortel,425-24T Nortel,5510-48T Nortel,5510-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR

NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB NUB T1D SCCR 4 1ST FLR T1D SCCR 4 1ST FLR SCCR-2GND CCTV SCCR-2 GROUND FLR T1D PCCR FIRESTATION-2 FIRESTATION-1 T1D SCCR 3 CAB MGMT EXIT G+5 Terminal T1D PCCR ARRIVAL T1C CAB MAMT ENTRY AOCC_CCTV HAJ Store T1D SCCR-1 KFC-T1D UB HELPDESK SCCR-2 GROUND FLR T1D SCCR -4 1ST FLR T1D SCCR-1 ARINC T1D SCCR -5 1ST FLR SCCR -5 1ST FLR T1D SCCR-1 T1D SCCR-1 T1D PCCR SCCR -5 1ST FLR

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

(F)

Network Switches
Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

11

Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches

Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,425-48T Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5530-24TFD Nortel,5520-48T-PWR Nortel,425-48T Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,4524GT Nortel,4524GT Nortel,5520-48T-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,5520-24T-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR

T1D SCCR -4 1ST FLR SCCR -5 1ST FLR T1D SCCR -4 1ST FLR SCCR -5 1ST FLR T1D PCCR ARRIVAL DEPARTURE 1 A ATC GROUND FLR Cargo Import Biometric Reader OUB DATACENTER UB CCTV UB 1ST FLR UB 1ST FLR CARGO-ICMS-ROOM CARGO-ICMS-ROOM HAJ TERMINAL -1 AOCC_TOWER_UB AOCC_TOWER_UB UB 2nd Flr Left Wing Firestation-3 fire station bpcl switch INDIAN-OIL-FUEL-FIRM-SW SUB STATION AS2 NEAR FS2 T3 Project office G+3 GND FLR G+3 GND FLR G+3 GND FLR G+3 GND FLR G+3 GND FLR G+3 GND FLR G+3 GND FLR T-3 Terminal G+3-(1st FLR) G+3-(1st FLR) G+3-(1st FLR) G+3-(1st FLR) G+3-(1st FLR) G+3-(1st FLR) G+3-(1st FLR) G+3-(1st FLR) G+3( 2nd FLR) G+3( 2nd FLR) G+3( 2nd FLR) G+3( 2nd FLR) G+3( 2nd FLR)

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

12

Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches

Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,4548GT-PWR Nortel,5520-48T-PWR Nortel,425-24T Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5530-24TFD Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR

G+3( 2nd FLR) G+3( 2nd FLR) G+3( 2nd FLR) G+3-(1st FLR) G+3-(3rd FLR) G+3-(3rd FLR) G+3-(3rd FLR) G+3 Grnd FLR ADD G+3_2nd_FLR T3-PO T3-PO T3-PO G+3 Area T3-PO T3-PO Firestation-4 T3-PO G+3 Area Server-Room-FRST-FLR T2 PCCR Room T-3 PO SCCR-6,Terminal-2, IGI Airport Maintenance-officeTerminal-2 PCCR-SERVERROOM,Terminal-2, IGI Airport PCCR-SERVERROOM,Terminal-2, IGI Airport SCCR-7,Terminal-2, IGI Airport SCCR-7,Terminal-2, IGI Airport T2 SCCR-3 Terminal-2, IGI Airport SCCR-3,Terminal-2, IGI Airport SCCR-4,Terminal-2, IGI Airport SCCR-1Terminal-2, IGI Airport SCCR-2,TERMINAL-2,IGIA SCCR-2,TERMINAL-2,IGIA T2-SCCR 5 AIRLINES T1-D -ARINC AIRLINES T1D-SCCR3 AIRLINES T1D-SCCR3 T1D SCCR-1 T1D SCCR-4 T1D PCCR

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

Network Switches

Nortel,5520-48T-PWR

CMC

Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches

Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,4548GT Nortel,4548GT Nortel,4548GT Nortel,4548GT Nortel,4548GT

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

13

Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches

Nortel,425-24T Nortel,425-24T Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5530-24TFD Nortel,4524-GT Nortel,5520-48T-PWR Nortel,425-48T Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,5530-24TFD Nortel,5530-24TFD Nortel,5530-24TFD Nortel,5530-24TFD Nortel,4524GT Nortel,4548GT Nortel,4548GT Nortel,5520-48T-PWR Nortel,5698-TFD-PWR Nortel,5698-TFD-PWR Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,8010 Core Switch Nortel,8010 Core Switch Nortel,8010 Core Switch Nortel,8010 Core Switch Nortel,8010 Core Switch Nortel,8010 Core Switch Honeywell -2007 GE-2008

AIRLINES T1C_EC1_ARRIVAL FIDS SWITCH T1D PCCR T1D SCCR-4 AIRLINES T1D_SCCR-5 T1D PCCR G+3 SERVER ROOM T2-SCCR-5 G+3 Server Room G+3 Server Room G+3 Server Room G+3 Server Room T1D SCCR-5 T1D SCCR-5 T1C-Dial Sccr T1C-Dial Sccr T1C-Immigration Server room G+3 Server Room T1-C arrival-Belt 7 & 8 T1-c ARRIVAL-Ground flr T1-c IPOS T1-c ARRIVAL-Staff Entry Gate T1DPCCR T1DPCCR T1DPCCR G+3-(1st FLR) G+3-(1st FLR) T1 APRON T2 HAJ T2 HAJ T2 HAJ ASB DATACENTER SERVER FARM ASB DATACENTER SERVER FARM Airport Connection Building MLCP 5th FLOOR

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

(G)

CORE SWITCHES
Core Switches Core Switches Core Switches Core Switches Core Switches Core Switches Terminal1D Old Udaan Bhawan New Udaan Bhawan New Udaan Bhawan New Udaan Bhawan New Udaan Bhawan T1D T1D 1 1 1 1 1 1 269 15

CMC CMC CMC CMC CMC CMC

(H)

CCTV
CCTV Cameras CCTV cameras AMC AMC

14

Honeywell Server with inbuilt Storage CCTV camera(AXIS/Variant) Server (AXIS/Variant) Storage 24 TB Camera SERVER + Storage(HP) CCTV camera Server + Storage

Honeywell-2007 Axis/variant HCL

T1D T2 T-2 T-2 T1C/T1A AOCC + CARGO AOCC

30 84 8 1 51 2 20 1

AMC CMC CMC CMC CMC CMC CMC CMC

GE 2008 AXIS -2007 HCL

(I)

PAVA SYSTEM
PA systems Paging Booth Noise sensing microphone Amplifier Artificial Voice system Fixed Speaker Workstation Network Controller CD changer Pre-Amplifier Managed Switches Audio Expander Paging Booth Noise sensing microphone Amplifier Fixed Speaker Workstation CD changer Managed Switches PA Controller Digital Audio Processor Speakers Digital paging Systems Amplifier CD changer Noise sensing microphone Workstation Digital to Analog converter Bi-Amp Bi-Amp Clock Audio Lapgroppen Tannoy IBM Onkyo De-Link Bi-Amp Bi-Amp Tannoy Bi-Amp Bi-Amp Onkyo Clock Audio T2 13 12 1 6 1 2 T1C Bosch Bosch Bosch ICSS Bosch HCL Bosch Samsung Tannoy De-Link T1D 7 0 13 1 275 3 2 2 3 2 3 3 1 2 40 1 1 5 2 1 AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC

15

Amplifier Field Speakers Amplifier Paging Booth Noise sensing microphone Workstation

Bose Bose Bittner Bi-Amp Clock Audio IBM T1A

7 167 7 7 4 1

AMC AMC AMC AMC AMC AMC CMC

(J)

TMRS
TMRS (MTS-4) Motorola Antenna System (Motorola MSO NMT MTP 850 radio MTM 800 Radio VHF VHF ICOM RT set Base Set(Air-Side-2,CMC T1D-2) Hand Held(GP-38) ICOM -2006 T1D Motorola-2009 T1D 2 1 1 1 243 97 20 4 32 76

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

(K)

EPABX
Siemens(EPABX) EPABX HI path Ana log ext. Digital Ext. 48 nos. IP trunking 90 Channels Siemens T-1A T-1D 1 1 2960 48

CMC CMC CMC CMC CMC CMC

Alcatel OXE systems(EPABX) Alcatel OXE systems(EPABX) SIEMENS EPABX Systems Alcatel Omni PCX E-Communication Siemens hI-Path 4000(EPABX) Telephone Sets Alcatel 4039 Digital phone Alcatel 29166 Push Button Telephone Alcatel 29376 Push Button Telephone MDF (Alcatel) Call Billing Software (Alcatel) Card(SLI-16/UAI-16) (Alcatel) Alcatel

Project office NUB Fire Stations 1,2,3 80 ,Golf Link T2

1 1 3 1 1 96

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

Project office/NUB

900 100

Project Office/NUB Project Office/NUB Project Office/NUB

4 2 15

(L)

Speech and Seiren Systems(Copper + Wi-Fi)

Voice Alarm Controllerer Redundant VA controller Router Haritasa FS-1,2,ATC 3 3 2 AMC AMC AMC

16

Redundant Router Change Over Unit Priority Module Amplifiers Voice Alarm call station Call extension keypad Ceiling mount Speakers Horn Loud Speakers(weather proof/nonproof) Metal cabinet loud Speakers Interface Unit Media Converter Line supervision systems Manually call switch DTMF Controllers/Media convertor/Mixer Amplifier Flasher/Flasher controller Fire push button VHF based ATC console crash bell system Emergency service station T2 T2 FS 1,2 FS 1,2/ATC FS1,2/ATC FS 1,2 FS 1,2 FS 1,2 FS 1,2

2 3 2 6 5 5 98 20 54 3 6 32 2 8 4 1 1 10

AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC CMC CMC

(M)

FIDS
FIDS 2 Line Flap Board FIDS 2 Line Flap Board Colour Board LED Baggage Belt FIDS LED Baggage Belt FIDS 2 Line Flap Board Server for Flap Board CONRAC (2009) IDDS CONRAC IDDS T1C IDDS IDDS Samsung IDDS CONRAC IDDS IDDS T2 T2 T1A T1A/T2 T2 175 8 33 2 & 14 2(with old servers) 38 T1D T1D 167 11 AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC CMC Cisco,2811 Cisco,3825 Cisco,3825 Cisco,1750 Cisco,1841 Cisco,1841 Cisco,2811 OLD UB DATA CENTER OLD UB DATA CENTER OLD UB DATA CENTER Terminal 2 NUB IT Stock NMT Dwarka NUB IT Stock 1 1 1 1 1 1 1 CMC CMC CMC CMC CMC CMC CMC

(N)

ROUTERS
Routers Routers Routers Routers Routers Routers Routers

17

Routers

Cisco,2811

NUB DATA CENTER Crisis Management Center Crisis Management Center Crisis Management Center Crisis Management Center Crisis Management Center

CMC

(O)

Audio/Video for CMC

Fully Digital Conference System Digital/Delegate Unit on Table/Dias Audio Control Equipment Audio Video Presentation System Integrated control & Discrete communication messaging system Pan Pan Pan Pan Pan 1 20 1 1 1 AMC AMC AMC AMC AMC

4.2 Annexure B

S.no.

Description

Make/Model

Location

QTY(Proposed Contract)

Contract Type CMC

(A)

Network Switches
Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Nortel,5520-48T Nortel,5530-24TFD Nortel,3510-24T Nortel,BES 110-24T Nortel,BES50GE-12T Nortel,5520-48T-PWR Nortel,4548GT Nortel,4548GT Nortel,5520-48T-PWR Nortel,425-48T Nortel,3510GT-PWR+ Nortel,3510GT-PWR+ Nortel,3510GT-PWR+ Nortel,5520-48T-PWR Nortel,5520-48T-PWR Nortel,2526T Nortel,5650TD-PWR Nortel,5698TFD-PWR Nortel 5520-48T Nortel 5520-48T Nortel 5520-48T Nortel 5520-48T Nortel 5520-48T Nortel 425-48T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5520 - 48T T1 D ARINC ROOM NUB Stock NUB Stock NUB Stock NUB Stock NUB Stock NUB Stock NUB Stock NUB Stock OUB Stock Food Street Arrival T-2 Terminal NUB Guest House G+3-(1st FLR) G+3-(1st FLR) ATC Ground Floor T1D SCCR-4 GIS Data center PCCR2 PCCR2 PCCR2 Dare Devils PCCR1 APIS office immigration mezzeinine ASB security gate MSFS -FS-1 ACB building ACB building 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

18

Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches Network Switches

Nortel 5520 - 48T Nortel 5520 - 48T Nortel 4524 GT Nortel 4524 GT Nortel 4524 GT Nortel 4524 GT Nortel 4524 GT Nortel 425-T Nortel 425-T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5520 - 48T Nortel 5530 Nortel 5530 Nortel - BES50GE - 12T PWR Nortel 4548 GT Nortel 4548 GT Nortel 4548 GT Nortel 4548 GT Cisco 2960 SERIES Cisco 2960 SERIES Cisco 2960 SERIES Cisco 3750 SERIES Cisco 3750 SERIES Cisco 3750 SERIES Cisco-WS-C3750X-12S Cisco-WS-C3750X-12S Cisco-IE-3010-16S-8PC Cisco-IE-3010-16S-8PC Cisco-IE-3010-16S-8PC Cisco-IE-3010-16S-8PC Cisco-IE-3010-16S-8PC

ACB building DMRC Cab management Arrival area Near pillar no. 1 Cab management Arrival area exit gate near pillar no. 18 Cab Management Redemption booth Cab Management Arrival booth Prepaid Taxi booth 1 Cab Management Arrival booth Prepaid Taxi booth 2 Temp used at T3 Temp used at T3 IMMIGRATION DEPARTURE RACK-1 for CCTV IMMIGRATION DEPARTURE RACK-2 for CCTV IMMIGRATION ARRIVAL RACK-1 for CCTV IMMIGRATION ARRIVAL RACK-2 for CCTV IMMIGRATION ARRIVAL RACK-3 For CCTV IMMIGRATION ARRIVAL RACK-5 For CCTV IMMIGRATION Server Roommezzenine for CCTV IMMIGRATION Server Roommezzenine for DATA IMMIGRATION Server Roommezzenine for CCTV IMMIGRATION DEPARTURE RACK-1 for DATA IMMIGRATION DEPARTURE RACK-2 for DATA IMMIGRATION ARRIVAL RACK-1 for DATA IMMIGRATION ARRIVAL RACK-2 for DATA NUB Stock OUB Stock NUB Stock NUB Stock Aurengzed Aurengzed Apron-E Apron-E Apron-E Apron-E Apron-E Apron-E Apron-E

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC FMS

(B)

FIREWALL
Check Point Firewall CPAP-SG4807

Data center

FMS

19

Check Point Firewall 4 Port 1000 Base-F SFP interface Card Short Range 1000 Base SX SFP module Additional/replacement AC Power Supply for 4800 and 12200 appliances

CPAP-SG4807

Data center
1 FMS

Data center
2 FMS

Data center
8 FMS

Data center
1 FMS

(C)

HP ARC SIGHT
HP Arcsight L7400s HP Arcsight CONAPPC5400 Server HP Arcsight flexConncet Kit SWE LTU HP Connector Server L7400s CONAPP-C5400

Data center Data center Data center Data center

2 1 1 1

FMS FMS FMS FMS CMC

(D)

WI-FI
Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Commercial Dept. Commercial Dept. HR dept. Commercial Dept. HR Dept. HR-Dept. Commercial Dept. Finance Dept. BCM-1 Neil_Armstrong IT Dept. BCM-2_3rd_Floor Finance Dept. Finance Dept. 2F-Canteen-AP Commercial Dept. HR Dept. HR Dept. HR Dept. CIP level T3 Finance Dept. Corridor_3rd_Floor 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

20

Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Wireless Controllers Wireless Controllers

Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 AIR-WLC2125-K9 AIR-WLC2504-K9

3F-BCM-1 IT-Department Commercial Dept. SHA EPISODE CIP level T3 Near APPITIZER CPD-SPG-3rd flr T3_Land_management_Office Conference room-2 Near ILLY CIP-Level-T3 Aurangzeb lane guest house Aurangzeb lane guest house Aurangzeb lane guest house Aurangzeb lane guest house Aurangzeb lane guest house NUB NUB NUB,T3,ASB,T1D, T2, Cargo, Project office

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC FMS

((E)

VDI
Desktop Server ( Dell chassis poweredge M1000e) Blade server 10 gig switches 1 Gig eth switch SAN Switches Dell,Power edge M620 Dell,M8024K Dell,Power connect M6348 Dell,Brocade M5424 ASB DC Rack 27 ASB DC Rack 27 ASB DC Rack 27 ASB DC Rack 27 13 2 2 2

500

FMS

(a) (i) (ii) (iii) (iv)

FMS FMS FMS FMS

(F)

SERVER VIRTUALISATION
Rack Server SAN Switch IBM,x3750 M4 Brocade ASB DC ASB DC 4 2 FMS FMS

(G) (H)

CENTRALISED PRINTERS SYSTEMS Printers ACS

Ethernet DCM 300 IP Controller HID Iclass Reader (Entry/Exit) Emergency Breakglass Unit Electro Magnectic Lock NUB NUB NUB NUB 18 36 18 18

15

FMS CMC CMC CMC CMC CMC

21

12V 5A SMPS Power Supply

NUB

18

CMC FMS

(I)

STORAGE
Storage SAN Switches HITACHI,HUS 130 Brocade HP,PROLIANT DL 380 G5 IBM,X3650 Lenovo,Desktop ASB DC & PCCR1 ASB DC 2(DC& DR) 2

FMS FMS CMC

(J)

SERVERS
Servers Servers Server NUB NUB NUB 1 1 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

(K)

PAVA SYSTEM
PA systems Paging Booth Noise sensing microphone Amplifier Artificial Voice system Fixed Speaker Workstation Network Controller CD changer Pre-Amplifier Managed Switches Audio Expander Paging Booth Noise sensing microphone Amplifier Fixed Speaker Workstation CD changer Managed Switches PA Controller Digital Audio Processor Speakers Digital paging Systems Amplifier CD changer Noise sensing microphone Workstation Digital to Analog converter Amplifier Bi-Amp Bose Bi-Amp Clock Audio Lapgroppen Tannoy IBM Onkyo De-Link Bi-Amp Bi-Amp Tannoy Bi-Amp Bi-Amp Onkyo Clock Audio Bosch Bosch Bosch ICSS Bosch HCL Bosch Samsung Tannoy De-Link T1D T1D T1D T1D T1D T1D T1D T1D T1D T1D T1D T1C T1C T1C T1C T1C T1C T1C T1C T2 T2 T2 T2 T2 T2 T2 T2 T1A 13 12 1 6 1 2 7 7 0 13 1 275 3 2 2 3 2 3 3 1 2 40 1 1 5 2 1

22

Field Speakers Amplifier Paging Booth Noise sensing microphone Workstation

Bose Bittner Bi-Amp Clock Audio IBM

T1A T1A T1A T1A T1A

167 7 7 4 1

CMC CMC CMC CMC CMC CMC

(L)

CCTV
CCTV Cameras CCTV cameras Honeywell Server with inbuilt Storage CCTV camera(AXIS/Variant) Server (AXIS/Variant) Storage 24 TB Camera SERVER + Storage(HP) CCTV camera Server + Storage CCTV camera server with Inbuilt storage Honeywell -2007 GE-2008 Honeywell-2007 Axis/variant HCL T1D T1D T1D T2 T-2 T-2 T1C/T1A AOCC + CARGO AOCC NUB NUB 269 15 30 84 8 1 51 2 20 1 38 1

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

GE 2008 AXIS -2007 HCL DIVITEL

(M)

FIDS
FIDS 2 Line Flap Board FIDS 2 Line Flap Board Colour Board LED Baggage Belt FIDS LED Baggage Belt FIDS 2 Line Flap Board Server for Flap Board CONRAC (2009) IDDS CONRAC IDDS IDDS IDDS Samsung IDDS CONRAC IDDS IDDS T2 T2 T1A T1A/T2 T2 175 8 33 2 & 14 2(with old servers) T1C 38 T1D T1D 167 11

CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC

(N)

AUDIO/VIDEO for CMC

Fully Digital Conference System Digital/Delegate Unit on Table/Dias Audio Control Equipment Audio Video Presentation System Integrated control & Discrete communication messaging system Pan Pan Pan Pan Crisis Management Center Crisis Management Center Crisis Management Center Crisis Management Center 1 20 1 1 1 CMC CMC CMC CMC CMC

Pan

Crisis Management Center

(O)
Sl No 1 2 3

AUDIO/VIDEO CONFERENCING
BCM ROOM Product Description Polycom VC System Polycom Camera PRI Module Make Polycom Polycom Polycom Model HDX 9004 (2200-23500102) HDX Series Include 10 m Cable E1/PRI Module for HDX9000 Series Serial No. Quantity 1 1 1

23

4 5

Multipoint Software Polycom Conference Phone

Polycom Polycom

HDX MP Plus Multipoint Software Option License Sound Station IP7000 With HDX Integration Kit

1 1

Ceiling Speaker

Bose

Model16

043054Z81361145AC, 043054Z81361161AC, 043054Z81361105AC, 043054Z81361137AC, 043054Z81361371AC, 043054Z81361108AC

Amplifier/Mixer

Bose

DXA 2120

040754Z82200096AC

LCD TV

Samsung

LA52B550K1R

12633PCS700014, 12633PCS700015 N/A JUUF890149L N/A MPL-470872 VN7LA001284

9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27

Bracket for LCD LCD Projector Projector screen Motorized Lift DVD Recoder Touch panel Audio Mixer with Telephone Hybrid Bounday Layer Microphone DA VGA Switcher Scalar Control System Light Controller Button Interface Interface WIFI Access Point Relay Room Scheduler Electronic Board Epson Draper Draper Panasonic Intelligate Class Biamp Shure Extron Extron Kramer Crestron Crestron Crestron Crestron Linksys Honeywell Polyvision Polyvision

Bracket EMP 1810 8'x6' Projector lift

2 1 1 1 1 1 1 9 1 1 1 1 1 1 1 1 4 1

17" Touch Panel Nexia TC MX395 P2/DA2 XI(60-506-03) SW 8 VGA (60-902-21) VP724 XL MC2E TPMC PAK CLSI C6 CNPI 48 ST COM WIFI HUB Relay Room Wizard TS600 BCM Boardroom 1

N/A 1402441 N/A A07751F A0762KJ 9060994290 3511945 3460513 4105962 N/A MDG30HB10843 N/A

Not Working

Sl No 1 2 3 4 5 6 7

Product Description Polycom VC System Polycom Camera PRI Module Multipoint Software Polycom Conference Phone

Make Polycom Polycom Polycom Polycom Polycom

Model HDX 9004 (2200-23500102) HDX Series Include 10 m Cable E1/PRI Module for HDX9000 Series HDX MP Plus Multipoint Software Option License Sound Station IP7000 With HDX Integration Kit

Serial No.

Quantity 1 1 1 1 1

Audio System

Bose

Cinemate

037492983450048AS

24

8 9 10 11 12 13 14 15

DVD Recoder 3 VGA Port on table Control System Touch Panel IR Probes WIFI Access Point Light Control System LCD TV

Panasonic Extron Crestron Crestron Crestron Linksys Lutron Panasonic MPX 423 A (MATRIX Switcher) MP2E TPMC 4XG IRP2 WIFI HUB GXI 3104 TH-58PH10 BCM 2 Cabin

%VN7LA001186 A075SNA 3025314 3553728 N/A MDG30HB10844 N/A

1 1 1 1 1 1 1 1

Sl No 1 2

Product Description LCD TV 40"

Make Samsung Bose

Model LA40B550K1R DS16F BCM 2 Rest Room

Serial No.

Quantity 1 2

Speaker

Sl No 1 2 2

Product Description LCD TV 40" DVD Player

Make Samsung Philips Bose

Model LA40B550K1R DVP3256 DS16F BCM Boardroom 2

Serial No.

Quantity 1 1 2

Speaker

Sl No 1 2 3 4 5 6 7 8 9 10 11 12 13 14

Product Description Polycom VC System Polycom Camera PRI Module Multipoint Software Polycom Conference Phone Audio System DVD Recorder 3 VGA Port on table Control System Touch Panel IR Probes WIFI Access Point Light Control System Plasma 55" TV

Make Polycom Polycom Polycom Polycom Polycom Bose Panasonic Extron Crestron Crestron Crestron Linksys Lutron Panasonic

Model HDX 9004 (2200-23500102) HDX Series Include 10 m Cable E1/PRI Module for HDX9000 Series HDX MP Plus Multipoint Software Option License Sound Station IP7000 With HDX Integration Kit Cinemate DMR- EH67 MPX 423 A (MATRIX Switcher) MP2E TPMC 4XG IRP2 WIFI HUB GXI 3104 TH-58PH10 BCM 1 Rest Room

Serial No.

Quantity 1 1 1 1 1

037492983450043AS VN7LA001275 A075SN0 3025328 3477617

1 1 1 1 1 1

MDG30HB10846 N/A

1 1 1

Sl No 1 2 3

Product Description LCD TV DVD Player

Make Sony Philips Bose

Model KLV-40Z550A DVP3256 DS16F BCM 1 Cabin

Serial No.

Quantity 1 1 1

Speaker

Sl No

Product Description

Make

Model

Serial No.

Quantity

25

1 2 3 4

Desktop VC System Quad BRI Module LCD TV

Polycom Polycom Sony Bose

HDX4002XL HDX4002XL KLV-40Z550A DS16F 16 Seater Meeting Room

8209230025A8CJ

1 1

6150127

1 1

Speaker

Sl No 1 2 3 4 5 6

Product Description Audio System DVD Player LCD Projector Projection Screen VGA switcher Extron Sound Station

Make Bose Philips Epson Draper Extron Polycom

Model Cinemate DVP-3256 EB-X6 6'x4' motorized SW 4 VGA VTX-1000 14 A Room

Serial No. 037492983450044AS FJ1A0928340844 L64F8X0051L

Quantity 1 1 1 1

AO3SHL1 60538002954

1 1

Sl No 1 2

Product Description Audio Conference system VC System

Make Clear One Polycom

Model XAP 800 VSX 7000

Serial No.

Quantity 1

820634078415AK Included in above package

3 4 5 6 7 8 9

Subwoofer Plasma Control System Switcher Touch panel Octo Power Microphone

Polycom Hitachi Crestron Extron Crestron Peavey Polycom

VSX 7000E 55PD8800TA CP2 MVX Series ST 1700 Octopower 850 VSX 7000 Bharkhamba

1 1 1 1 1 1 1

Sl No 1 2 3 4 5 6 7

Product Description VC system Sound Station Microphone LCD TV DVD Player Projector Projector

Make Polycom Polycom Polycom Hitachi Hitachi Panasonic Sony

Model PVS-16 Sound Station REV-6 42PD7800TA DV-P788A PL-LB51EA VPL-CX76 Auditorium

Serial No. 0378A0 R12703152 028F95

Quantity 1 1 1 1

40603496 SB91600061 2001775

1 1 1

Sl No 1 2 3 4 5 6 7

Product Description Ceiling Speaker Power Amplifier Receiver only (Without Mic) Mixing Console 10 Mic /4 Line Input Projector 7'*5' Motorised Screen Control Processor

Make

Model 5.2R 900E Opus NS 100 MG166C X PLC XU 105 Baronet STI-CP2PK-C17

Serial No.

Quantity 10 1 1 1 1 1 1

Speakercraft
Studiomaster Beyer Dynamics Yamaha Sanyo Draper Crestron

26

Low Voltage Relay Interface For Screen/Lift/Rack Controls Dimmer Matrix Switcher (4X4)

DA-LATE

Low voltage control

9 10

Crestron Extron

CLSIC6W MVX

1 1

Non IT Equipment Sl No 1 2 3 4 5 Product Description LCD TV 40" LCD TV LCD TV 40" DVD Player Ceiling Speaker (Gallery & other rooms) Make Samsung Sony Samsung Philips Bose Model LA40B55KIRLXL KDL-40S5100/9 LA40B55KIRLXL DVD3256 DS16F Gym Room Sl No 1 2 Product Description LCD TV 40" Make Samsung Bose Server Sl No 1 2 3 4 Product Description DVD Player Mixer Amplifier Volume Controller Make Denon Cloud Bittner SAN Model DVD 1930 Z4IIC XV400 Controller 214-8G4 CEO Room Sl No 1 2 3 Product Description LCD TV 40" DVD Player Make Samsung Philips Bose Model LA40B55KIRLXL DVP3256 DS16F GCM Room Sl No 1 2 3 Product Description LCD TV 40" DVD Player Make Samsung Philips Bose Model LA40B55KIRLXL DVP3256 DS16F Serial No. Quantity 2 1 2 Serial No. Quantity 2 1 2 Serial No. DVD 1930 Z4IIC XV400 Controller 214-8G4 Quantity 3 1 1 3 Model Samsung DS16F Serial No. LA40B55KIRLXL Quantity 1 2 Serial No. Quantity 3 1 4 4 60

Speaker

Speaker

Speaker

G+3 Room No.-14B S.N0. 1 2 3 4 5 6 Equipment Name 2 Way Ceiling Mount Type Ceiling Mount Bracket Qty 4 4 4 1 1 1 Make & Model Anthony Gallo Micro Anthony Gallo Micro BR Shure MX392 Biamp Nexia TC NAD C372 Hitachi 55PD8800 1265496 H69C372T21257 S.No.

Speaker
Wired Boundary Microphone Microphone Mixer 8 Channel Stereo Dual Channel Amplifier Plasma Monitor 55"

27

7 8 9 10 11

Wall Mount Bracket For Plasma DVD Player V.C. with Camera (H.D.) Switcher Automation Systems (Touch Panel)

1 1 1 1 1

Integrator DV6001 Denon 352 Tandberg MXP 3000 Extron SW2 VGA DA2A Crestron MC2E-TPMCPAK T 3 Project Office 7067300237E 33A50062 A06268UE18783DPO 2867805

Location S.No. 1

Wright Brothers Equipment Name Matrix DSP Audio Processor (12x12) Qty. 2 Make & Model Clearone XAP-800 Clearone XAP-800 S.No. 28890704 29000703 18420704 523061418

2 3 4 5 6 7 8 9 10 11 12

Telephone Hybrid Wireless Microphone Micro Phone Omni Directional 55" HD Based Plasma Display Projector 6500 ANSI Matrix Switcher DVD player Central Control Processor With all Accessories Lighting Dimmer (8 channel) Control Panel Relay Controller

1 1 15 2 1 1 1 1 1 1 1

Clearone - TH2 Shure ETPD /84 Clock Audio C004E Hitachi 55PD8800 Christie LX66A Extron MPX 423A Denon DVD 1930 Crestron AV2 Dynalight DMC -805 Creston ST- 1700C Milestone ML4RL Anthony Gallo 'A' Diva Ti White

5100227 A02GYZE17574 6107300799 6001376/526612

2522860

13

Wall Mount Full Range Speaker

14

Ceiling Mount Full Rang Speaker

Anthony Gallo Nucleus Micro

15 16 17 18

Power Amplifier Sub-Woofer 150" Motorized Screen Video Conference Systems ROOM 11

1 1 1 1

NAD C 19120 Velodyne Chtior Liberty Tandberg MXP 6000

438C19120000755 672351053

25A48326

S.No. 1 2 3

Equipment Name Collar Microphone Micro Phone 42" HD Based Plasma Display

Qty. 1 13 2

Make & Model Shure ETPD /184 Clock Audio 850 Hitachi

S.No. 501060765 N.A. 9500

28

Hitachi 4 Projector 6500 ANSI 1 Christie LX66A

9500 5100228

5 6 7 8 9 10

Matrix Switcher DVD Player Central Control Processor With all Accessories Lighting dimmer (8 channel) Relay Controller

1 1 1 1 1 8

Extron MPX 423A Denon 1930 Crestron AV-2 Pakc17 Dynalight DMC - 805 Miles Stone Sound Advance CT10

A02GM8GE17574 7017301332 6.0014E+13

Speaker

11

Audio Amplifier

Peavey Octopower 850 Polycom HDX 9004 Samsung UHF Polycom C16 Polycom IP 7000

51461737

12 13 14 15

Video Conference Systems 3D Visualizer Sound Structure IP Phone Meeting Room 1

1 1 1 1

0A51E3

0004F2UF115A 00004F2E60BA2

S.No. 1 2 3

Equipment Name Polycom Video Conferencing Audio Conferencing Display 50"

Qty. 1 1 1 Meeting Room 2

Make & Model HDX 7000 VTX 1000 Panasonic LED

1 2 4

Polycom Video Conferencing Audio Conferencing Display 40"

1 1 1 Main Board Room

HDX 7000 VTX 1000 Plasma Panasonic

1 2 3

Panasonic Custom Dalite

1 1 1

PT-VW330 Custom COSMOPOLITAN ELECTROL TH-L55ET5DCP Egle Eye Director VTX 1000 DVX-3155HD IPAD MVP-9000i HPX 1200 AVB-TX-MULTIDXLINK

4 5 6 7 8 9 10 11

Panasonic Polycom Polycom AMX Apple AMX AMX AMX

2 1 1 1 1 1 1 1

29

12 13 14 15 16

AMX JBL Milestone Dlink Polycom

1 2 1 1 1 Golf Link Guest House- 2nd Floor GYM Room 2nd Floor

AVB-RX-DXLINKHDMI Control 25T ML-4 WPS HDX 7000

Products V.C. 42" Plasma

Brand Polycom Hitachi

Model HDX 7000 42PD8800 TA Hall 2nd Floor

S.N0.

Qty. 01 Nos

42 PD 8800TA

01 Nos

Sound Station 55" Plasma DVD Player

Polycom

VTX-1000

H80645021F3D

01 Nos

Hitachi

55PD8800 TA

G6B002445

01 Nos

Hitachi

DV-P788A IT Room 2nd Floor

407082

01 Nos

32" LCD T.V.

Hitachi

32LD380TA Chairman BED Room 2nd Floor

RL6A003659

01 Nos

55" Plasma

Hitachi

55PD8800 TA GBS BED Room 2nd floor

G6B002455

01 Nos

42" Plasma Wave Music System

Hitachi Bose

42PD8800TA AWRCC & BCM 1st Floor

G5L007710 033987C52385092AC

01 Nos 01 Nos

Main Speaker HDMI DVD Player Stereo Integrated Amplifier

Monitor Audio Marantz

R 225 DV6001

2 1 1

NAND Power Sub-woofer 50'' Plasma VC Sun fire Hitachi Tandberg

C352 D8 50PD9800TA MXP 6000 25A48550 1 1 1

5
5.1 (a)

FM Service Details
Helpdesk Service. End User Support.

30

5.2 (a) (b)

Technical Services. VDI System general Service. HITACHI Storage.

5.3 Management Service. (a) ARC SIGHT Management Services. (b) Firewall Management Service . 5.4 Assets management Service 5.5 AMC deliverables

5.1

Helpdesk Services

Service Window Requirement

Monday to Sunday (24x7) - As follows

Log all users Calls and give them a trouble ticket number. Assign severity level on each Call. Assign Calls to engineers. Track each Call resolution. Take user feedback. Escalate the Call status, to DIAL's IT team, If necessary. Generate Call reports using Help Desk Tool provided by DIAL. Responsible for all Initial problem determination, resolution, reporting and escalation. Procedures to ensure proper systems and data centre computing platform operations. Pending Report status to DIAL IT team on daily basis. Server Management Services. Network management Services. E-Mail Management. Database Management. Anti-Virus Management Services. Desktop & print Management. Storage management. Backup & restore management. Asset management. SP Management Service. Program Management Service. Operations management. Supporting IT Peripheral Systems (IPT, CCTV, MPAS ,PA, ACS, TMRS, VHF ,MATV, MCS, Speech and Siren, VC)

(a) End User Support Services

Scope

It will cover the Desktops (Physical/Virtual), Laptops and all IT Peripherals devices at DIAL's end user Locations mentioned previously in BOM.

Service Window

Monday to Sunday (24x7)

General Services As follows

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First level hardware support for equipments Understanding the problem and getting the same resolved through AMC Hardware. Support on desktop operating system and office application software. Support on standard desktop software like office application, custom applications, Visio and WinZip. L1 Level Support on Outlook mail client. Scheduled Maintenance basically is a scheduled or preventive system/equipment maintenance checks to be Conducted in routine. In an effort to ensure that potential problems are Isolated before they actually occur. It will be carried out by the O&M personnel based on the manufacturer's recommendation. System servicing will be conducted in routine. Configuring the print servers and resolving printing problems of the users. To Install/Re-Install antivirus client on desktops and laptops. Latest patch download from Anti-Virus website for servers and desktops. Performing any install, move, add or change (hardware) at DIAL's level. Support for Audio/Video Conferencing L1/L2 (Electrical wiring and IT cabling is excluded). Record all Installation of new machines, movement within site, changes in configuration of machines (IMAC). The O&M personnel will troubleshoot the system/equipment once it is reported to be faulty, immediate response will be provided. Installation and Reload Support for Applications like MS office, M S Exchange etc. (Readily available Applications) . Rectification of system software problems due to crashing or malfunctioning of the OS, RDBMS or frontend application. Adoc request from end user like installation of CCTV /ACS/TMRS/IPT/HVHF and also requirement related to audit compliance. Installation and reload support for system software upgrades, namely OS as may be procured or supplied by DIAL during the Period of the agreement. Guarding the systems against virus, malware and Spyware infections using the latest anti-virus and anti-Spyware tools made Available by the DIAL. The facilitator will assist in selecting the latest anti-virus tools from time to time to guard the systems against the virus. Data transfer from one machine to other or one location to other location accordingly DIAL Policies. Data transfer from, to Different Buildings of Airports through leased lines etc. The support engineers positioned at ranges should provide the support for the DIAL Offices in that particular Range.

5.2 Technical Services Management : Scope:- It will cover all IT services engaged by DIAL. Service window : Monday to Sunday (247x7)

(a) VDI System General Services

Manage and operate the VDI infrastructure round the clock on all days of week including public holidays. Roll out new virtual desktop systems as per requirement and provide end user support for any issues related to virtual desktop. Doing preventive checks and giving suggestions to DIAL to ensure minimal down time of the applications. Single Point of Contact for all VDI related services/issues. Resolve all hardware and software issues related to VDI and its sub systems. Liaise with backend support team and OEM Technical support (VMware/Microsoft and other vendors). Do regular follow-ups till issue is resolved. Coordinate with onsite network, data center, storage, service desk and desktop teams for the resolution of all the issues/calls assigned. Guide desktop teams for resolving user queries and issues and give end user support training to them wherever/whenever needed. Maintain all sub documents related to virtual desktop infrastructure and its systems (hardware/software). Ensure application/OS is updated with patches and bug fixes as and when released by OEMs. Ensure all VDI related media (software) are readily available as and when needed. Maintain adequate licenses for VDI infrastructure. Inform and coordinate with DIAL for resolving any license issues. Ensure regular backup of all VDI infrastructure by coordinating with backup teams and formulate a proven process for restore and recovery with minimum downtimes. Manage and maintain antivirus in VDI infrastructure. Ensure all systems remain updated with patches and coordinate with onsite teams wherever required. Manage and provision role based access rights for the application. Follow incident and problem management. Provide RCCAs and create/update KEDB (known error db) on regular basis. Ensure all process changes to be updated in the master document. Any type of customization required at the application will be handled without any additional cost. Delivery timelines can be mutually agreed and decided. Additional documentation/Standard Operating Procedures/Notes as deemed relevant by Service provider pertaining to specific or recurring issues to ensure smooth operations. Publish all the required services/health dashboards, daily MIS on request of DIAL.

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Trained bench to ensure backup resources in case of attrition, leaves (planned & unplanned).

(b)

HITACHI Storage General Services Manage and operate the DC and DR storage round the clock on all days of week including public holidays. Creating LUNs and adding new hosts as per the new requirements Manage and operate SAN switches. Doing preventive checks and giving suggestions to DIAL to ensure minimal down time of the applications. Single Point of Contact for all storage related services/issues. Resolve all drive failure issues with the help of OEM Technical support (HITACHI). Do regular follow-ups till issue is resolved. Resolve all hardware and firmware issues related to storage. Liaise with OEM Technical support (HITACHI). Do regular followups till issue is resolved. Coordinate with onsite Wintel, UNIX, VMware and service desk teams for the resolution of all the issues/calls assigned. Guide OS teams for resolving drive or data store queries and issues. Maintain all documents related to DIAL DC & DR storage (hardware/software). Ensure Firmware is updated with patches and bug fixes as and when released by OEMs. Ensure all Storage related media (software) are readily available as and when needed. Maintain details of licenses for DIAL DC and DR storage. Inform and coordinate with DIAL for resolving any license issues. Ensure snapshot of all volumes is taken and formulate a proven process for restore and recovery with minimum downtimes. Manage and maintain replication of DC to DR storage with HITACHI True Copy Software (Asynchronous). Follow incident and problem management. Provide RCAs and create/update KEDB (known error db) on regular basis. Ensure all process changes to be updated in the master document. Additional documentation/Standard Operating Procedures/Notes as deemed relevant by Service provider pertaining to specific or recurring issues to ensure smooth operations. Publish all the required services/health dashboards, daily MIS on request of DIAL. A managed infrastructure consists of a set of tools to manage the environment from high availability perspective. Events need to be captured and sent/routed to a ticketing system. Customers need to be able to call a help Desk and/or have access to generate a problem ticket. The performance and capacity of the components of the service needs to be reviewed and actions taken to ensure that the performance is kept optimal. Operation and maintenance provide infrastructure monitoring and alerting of the Storage includes: Proactive Monitoring Performance Management Configuration Management Problem Management Administration Storage monitoring and administration - Industry Standard Enterprise management tools HSNM2 and HITACHI Command Suite to be used.

5.3

Service Provider Management Services Scope Service Window Deliverables It will cover all IT Services engaged by DIAL IT. Monday to Sunday (24x7)

Maintaining database of various vendors with details like contact person, telephone nos. escalation matrix, response time and resolution time commitments etc. Coordinating with the vendors and get the problems resolved. Escalating problems, if required. Keeping track of the hardware and software maintenance contracts entered into by DIAL with the various vendors. Analysing the performance of different vendors, maintaining their maintenance contract. Quarterly audit of asset database along with designated DIAL personnel.

(a)

ARC Sight Management Services

Manage and operate the Arcsight infrastructure in DIAL on all days of week including public holidays.

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Trained bench to ensure backup resources in case of attrition/leaves planned & unplanned. Doing preventive checks and giving suggestions to DIAL to ensure minimal down time. Single Point of Contact for all Arcsight related services/issues. Resolve all hardware and software issues related to Arcsight and its sub systems by coordinating with OEM (if required). Liaise with backend support team. Do regular follow-ups till issue is resolved. Coordinate with onsite network, datacenter, storage, service desk and desktop teams (if required) for the resolution of issues/calls assigned. Perform general appliance health check up on regular intervals. Maintain all documents related to Arcsight infrastructure and its sub systems (hardware/software). Ensure application/OS is updated with patches and bug fixes as and when released by OEMs Ensure all Arcsight related media (software) are readily available as and when needed Maintain adequate licenses for Arcsight infrastructure. Inform and coordinate with DIAL for resolving any license issues. Audit logs which capture all the information regarding general connectivity and timesync. Check & confirm all configurations and compare using checklist. Publish to DIAL IT team respectively. Ensure regular backup of all Arcsight infrastructure by coordinating with backup teams Manage and maintain antivirus in Arcsight infrastructure. Ensure all systems remain updated with patches and coordinate with onsite teams wherever required. Manage and provision granular role based access rights for the application. Follow incident and problem management. Provide RCCAs and create/update KEDB(known error db) on regular basis Ensure all process changes to be updated in the master document. Timelines can be mutually agreed and decided for customization required on Arcsight server. Additional documentation/Standard Operating Procedures/Notes as deemed relevant by Service provider pertaining to specific or recurring issues to ensure smooth operations.

(b)

Firewall Management Services

5.4

Provide firewall monitoring, policy and configuration management and maintenance of security infrastructure with objective of detecting, preventing and managing network intrusions. Provide monitoring to detect potential attacks and malicious or anomalous behaviours. Manage user identity and access control infrastructure so that access to resources is limited to authorized users. Manage authentication and encryption keys that are used in access control management process. Participate in forensic activities at Delhi International Airports request. Provide vulnerability assessment at agreed intervals that probe selected systems for security vulnerabilities.

Asset Management Services Scope To maintain the database of IT assets and implement a system to track any changes to the same. Monday to Sunday (24 x 7)

Service Window Deliverables

Maintaining detailed hardware configurations on PC's, laptops, Servers, switches, hubs, Routers and network/Security Devices etc. Assigning Identification tags to each device. Keeping track of machine Device serial numbers. Details of standard software loaded on PC's and Servers. Maintaining media and manuals at helpdesk. Software license tracking automatically. Software version control. Asset Verification to be done physically and signed of by DIAL IT team twice in a year. Maintenance team would from time to time advice customer on system upgrade and hardware upgrade plans. This is to ensure that the system is always maintained well and parts are available. Document and disseminate new operational procedures to Data Canter personnel. Responsible for continued operation of Data Canter and proper operation of physical environment control systems (UPS. AC, Cooling, Towers, Sprinkler System, Fire alarm. Generator, etc.).

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DIAL Asset register updation including all IT peripherals(IPT, CCTV, MPAS, PA, ACS, TMRS, VHF, MATV, MCS, Speech and Siren, VC, etc ).

5.5

AMC Coverage Deliverables

Purpose

To provide schedule/unscheduled corrective maintenance or break-fix support for the IT hardware installed in DIAL Premises. To do proactive preventive maintenance services Quarterly.

Service Window

Monday to Sunday (24x7) .

AMC Deliverables Desktops, Laptops, Printers, EPBAX including FCBC and CCTV storage.

Response Time

30 Minutes

Resolution Time 12 Hours

The AMC of the Hardware will include 24X7 Telephonic Support on all the hardware of DIAL covered under AMC. AMC will include repair and replacement of all the faulty equipment (apart from consumables) AMC include replacement of the equipment with the equal configuration hardware if it is not repairable. The AMC will also include the back office hardware fault diagnosis. The AMC will also include the standby for the critical hardware (like server or network Printer) which is not up within the committed SLA of the equivalent make. Consumable will not be covered (fuser assembly, Teflon, print head, cartridges, battery, adopter CRT, TFI', Maintenance KIT etc.) Preventive maintenance to be done every quarter for Critical Services. AMC will Include repair and replacement there by restoring the hardware and its services to its previous working state

IT Peripherals System Services

Systems : (CCTV, Audio-Video Conferencing, FIDS, TMRS, VHF, WI-FI, TELEPHONY) CCTV Includes the Comprehensive Maintenance Charges for the updated System as a whole consisting of NVRs, HD Cameras, Dome Cameras, Outdoor PTZ Cameras, Joy stick, Softwares installed in the PCs, Monitors etc. Quarterly check-up and preventive maintenance of the proper functioning and operation of CCTV System. To Check all the Specification to the NVR level playing field i.e. proper focus, proper resolution, proper S.N ratio, IPS, Play Back recording, Backup etc. To check the proper functioning of zoom lens mechanism. To check the proper functioning of monitors. To Check and monitor the proper functioning of cameras. Cleaning of Camera lenses and housing. To replace fuses, resistors, transistors and diodes as and when required. This includes cost of all Spares. Attendance of Break down Maintenance calls. To provide solution and rectification from problem analysis. To provide reason of the root causes of problems. Problems will be reviewed to determine their root cause, measures will be taken to correct the sources of the problems, and Service reports will be prepared and distributed in a timely fashion. To replace and install new or repaired hardware. To ensure the installation of new or repaired hardware is in working condition after replacement. Damaged hardware components removal and replacement. To provide all rectification works for problem recovery. To provide the reconfiguration of system, hardware or application software if require for problem recovery. Inventory update. PA Controller, desktop application installation, management and rectification.

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Back-End management & maintenances. 24x7 manpower onsite support with Spares. Testing and commissioning of the entire System. All tools and Spares is SPs responsibility. The replacement of asset (Speakers, Amplifiers, PA Controller, cable etc) is SP responsibility. In case any device becomes faulty then replacement or standby device so that operation may not hamper. Laying of cable is SP responsibility. Engineer on site should be able to resolve the problem through telephonic support in case required. All ladder/manual lift and cleaning material is SP responsibility. Documentation update. Controller & Back End maintenances. EPABX maintenances & Backup management. The replacement of asset (Ana log/Digital Extensions, EPABX, MDF, cable etc) SP responsibility. All Security kit is SP responsibility. Maintenance of trunk circuits and Data Lease lines, Contractor shall provide basic maintenance service. To keep all trunks circuits and lease lines operational round the clock. Checking of the card sub unit for any circuit problem. Hot Standby peripheral card are to be provided from the date of signing the contract. Regular check-up of FCBC units, battery voltages (regular charging and discharging) and back up for the Systems to be taken on monthly basis.

Process Design For System Management

To deliver quality services there must be an array of processes and procedures that allow for the seamless and disciplined integration of the diverse set of actions required by both The Contractor and DIAL. The below mentioned ITIL modules, will be assisted by the ITIL certified Operations Manager at DIAL Location. Problem Management. Change Management. Availability Management. Performance Management. Capacity Management. Service Level Management. Recovery Management. Configuration Management. Release Management. Security Management. Virus Detection & Eradication Management. Inventory Management. Asset Management. Facilities Management. Service Request Management. Third Party Administration Management. Hardware Break-fix services.

Server Management Services

Ensure Critical Service is running on the server. Monitoring CPU, Disk Space utilization Usage on periodic basis manually. Resolving server problem like hang etc. Space management including disk Space management at Volume/group/application levels. Active Directory management creation and deletion of users groups. Creating/ modifying/deleting users and groups. Installation of OS upgrades send patches. Re-Installing OS on the same server. Escalating unresolved problem to the DIAL-IT/SP for ensuring resolution. Management of event logs, disk Space, Disk fragmentation and patch Management. Management of File server permission. Maintain a detail Inventory format for server with minimum details as serial number, model number of processor, memory Back-up devices etc. Active Directory service status monitoring. Replication status Monitoring & troubleshooting. Directory Synchronization Status Monitoring. Incident management Support Perform CMR.

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User Management (Add, Delete, Modify users). Password Policy management. Application Control Using AD. Desktop Policy Configuration. Security Management/Password Policy. Publish resources like shared Printers in AD. Complete Documentation as per ISO 9000 Standards. Backup and Restore of all servers/Network devices. Mail server systems administration / enhancement. Detailed flow-chart for email flow within DIAL, Mail configuration tuning for optimum performance, SMTP server queue monitoring. Daily analysis of mail-error and access logs. Backup and Restoration, Maintenance of log of reported problems and analysis. Escalation of problems. Formulation of backup policy and taking backups as per policy, Writing of Shell and Perl scripts for automation of maintenance functions, Taking anti-relay, anti-virus and anti-Spam maintenance functions, Taking anti-relay, anti-virus and anti-Spam measures, Management of user mail ids. Monitoring server resources and sending report to DC Manager in every shift and sending critical alerts to server owner for mitigation and follow up till closed. Remove backup and restore management service. Remove mail server points. Coordinate with backup team for backup/restoration of users data wherever needed. Resolving internet/proxy issues related to authentication and hardware. Capacity management Ensure print services are available and follow the health checklist. Proxy server configuration and tuning and monitoring Proxy server System Administration Proxy Software Installation and configuration, Restoration of Proxy Server . Perform monitoring of all the servers in the Customer data centre for the following parameters by polling the servers every five minutes: Availability of the server hardware pre-failure and post-failures Disk space utilization Memory and processor utilization Network utilization related to the server Monitor log files and critical services Validate alerts for False-Positives Log tickets in the service desk system for valid alerts Create login scripts Create, modify and delete network shares Assign and maintain user access rights as per policies defined and agreed upon with the Customer Assign and maintain space usage restrictions Configure and maintain print servers and print queues Maintain and administer DNS, DHCP, NFS, NIS, DFS roots, and group policy Restore server operating system in the event of a crash Resolve server problems like system hang, hard disk crash, etc. Create new file systems and correct file system inconsistencies as and when required Perform periodic system performance tuning as per Customers policy Perform periodic schedule maintenance activity including, if required, restart of the systems Conduct hardening of the operating systems as per agreed policy with Customer during the Transition phase

8.1 Applications Server Application server configuration, tuning and monitoring Application server System Administration Restoration of Application Server Daily analysis of error and access logs

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Updating and modifications if required. Works related to customer Application hosting.

8.2

Data Base Server and Cluster Server Data Server and Cluster Server Configuration, tuning and monitoring Data Server and Cluster Server System Administration Restoration of Data Server and Cluster Server Daily analysis of error and access logs Updating and modifications if any are required Daily analysis of errors and access logs Updating and modifications if any are required Table space, segment extent and block level. Performance of the associated background processes Buffer cache utilization Redo log contention Resource intensive users and processes Fragmentation of table spaces, tables and indexes Memory, I/O, CPU utilization Disk free space Alert logs for errors Database backup Logs Unsuccessful logins

8.3

Software Distribution Services Image Management Image builds are continually updated and maintained in order to include up-to-date elements (e.g. security patches, software upgrades, error corrections, etc.) and an error-free software environment for end users. Application Management An application build consists of a single application to be run on a specific OS. Applications are periodically updated and maintained in to keep the application up-to-date. Thin-apping applications as and when required.

8.4

Datacenter Management Ensure all DC environment systems are functional and coordinate with concerned persons wherever needed Ensure an optimal and properly tuned DC environment (power, cooling, humidity, security, space, fire suppression /alarm,pest control etc) thru' continual and proactive monitoring and reporting . Maintain DC hygiene by periodic cleaning. Send shift wise health checklist to DC manager. Maintain IMAC details. Maintain structured cabling system within DCs. Manage & maintain access records and audit logs. (a) Batch Job Management Schedule processes including the processes that need to be executed on a daily, monthly and yearly basis on applications and its databases Execute the monthly and yearly processes as per schedule Process batch jobs including uploads and downloads required to be performed on various applications as a process or on need basis (b) Scheduled Maintenance Communicate to all concerned support groups and user community on the maintenance activity

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Perform shutdown and start-up of the applications, databases and the underlying servers in an orderly manner with help from Vendor resource onsite Assist Service Desk and other remote teams in performing incident management in the event of non-accessibility of the servers or network devices remotely

8.5

Storage Management Services Monitoring of the SAN/NAS devices for availability and other critical parameters such as: Local Storage/VM Storage Database Storage. Applications. User Data. Profile Data. CPU utilization. Memory utilization. Volume availability. Volume free space. Uptime statistics. Perform monitoring of all the DP Pools and volumes in the Customer data centre for the following parameters by HSNM2 and HCS tools. Volume and pools space utilization. Processor and Cache utilization. Disk and Controller IOPs utilization. Monitoring host connectivity. Monitor log files and critical services. Validate alerts for False-Positives. Log tickets in the service desk system for valid alerts. Create and manage Pools & volumes. Dynamic Provisioning of volumes\LUNs . Add and delete hosts. Taking the snapshots of the volumes as per the customer policy. Managing Replication of DC to DR. Assign and maintain user access rights to storage as per policies defined and agreed upon with the Customer Restore data in the volumes in the event of a crash. Resolve drive problems like slow response, hard disk crash, etc. Perform periodic system performance tuning as per Customers policy. Perform periodic schedule maintenance activity.

Network Management Services

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Troubleshoot the network at DIALs End. Support is required till I/O point as Switches are expected to be under warranty. Maintenance of passive network (cabling) for all IT packages. Network devices configuration, management and tuning for optimum performance. Network fault isolation. Monitoring of network performance and escalation of performance. Implementation / modification of network routing policies, IP- addressing policy. Real-time monitoring and deployment of network security measures 24*7. Maintenance of network configuration, routing, IP addressing documentation etc. Bandwidth monitoring and trend for the network and repairing. Liaison with vendors for hardware related problem. Liaison with vendors for link, hardware and configuration related problem. Day to day operation management of the Installed hardware. Monitoring Links UP/DOWN using NNM tool. Monitoring alarm by NMS tool and subsequent reporting. Basic configuration and details of LAN Diagram. Link re-routing predefined. Network Devices IMAC and basic configuration. Replacing defective part by Coordinating with AMC vendors. On-going health check as per define procedure. Taking Part in Incident management. Assisting SP to implement new or upgraded Data network. Managing routing tables and IP addresses. Network Device Configurations. Firewall Management. Perform Hardware Diagnostics. Implement firmware and software upgrades. Implementing guidelines and policies. Handling escalated routing Issues and routing changes . Root cause analysis for critical events . Performing network Integration tests. VLAN management. Follow-up with all ISP like Airtel ,TATA ,SIFY,MTNL regarding lease line till call closure. Maintenance and tuning of Servers and Network Management Setup. Fault isolation in all mentioned locations. Overall network management and Systems management. Formulation and implementation of network and System management policies. Monitoring of Network and System performance using EMS, generation of reports, analysis of data and reporting to the DIAL. Enabling problem reporting through the web. Network & System Administration Administering and monitoring User Ids. User level help in logging on to Network and other related activities including FTP. Helping Users to use common resources on Network etc. Other related works.

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System Support.

9.1 Backup, Restore and Recovery Management Backup management Perform backup operations from snapshots for entire DIAL DC and DR storage infrastructure including all volumes as per the approved backup policy. Ensure snapshot is taken as per the agreed schedule and monitored at regular intervals. Perform monthly restoration and recovery drills. Formulate and implement a proven restore and recovery process as per industry best practices for quick recovery in case of disaster. Perform backup operations for entire VDI infrastructure including all installed applications/databases as per the approved backup policy. Ensure backup is taken as per the agreed backup schedule and monitored at regular intervals. Ensure monthly BMR of all servers for quick recovery. Perform monthly restoration and recovery drills.

Formulate and implement a proven restore and recovery process as per industry best practices for quick recovery in case of
disaster.

9.2 Anti-Virus management Install and configure antivirus software on servers and end-points as per installation procedure. Keep antivirus and antispyware definitions up-to-date on all servers and devices. Update antivirus and antispyware signatures as and when required using the Customer provided tool. Carry out mitigation measures in event of any malware outbreak and document the same Remedy virus and worm infections or Outbreaks .

10

Team Structure
The overall operations will be headed by an off-site shared Program Manager, who would be the one point contact for DIAL and also managed by the On-site Operation Manager located out of DIAL premises.

10.1 Operation Manager The FM team will be headed by an ITIL Certified Operation Manager who would be responsible for smooth delivery of the FM services at DIAL. Responsibilities would also include analysing the MIS reports and carrying out periodic structured reviews with DIAL management. The broad responsibilities of Program Manager will be To ensure maintenance of Quality Management Systems in the account. To assist DIAL IT team, in ITIL sustenance. To ensure that service norms committed to DIAL are met. Ensure customer satisfaction by responding to all escalations regarding FM services. Review FM performance with the customer periodically during on-going phase. To organize resources required for running the account for providing services as per SLA. To escalate the quality issues beyond control to the higher ups & get the solution at the earliest. To identify training needs & ensure that trainings are carried out to meet the quality service requirements of the account. To ensure that customer complaints are resolved by taking corrective actions. To evaluate engineers performance periodically. To ensure control of customer supplied product.

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To conduct final audits for all services. To recommend for deviations.

10.2 Qualifications of the Facility Management Personnel The staff should have experience in Windows, Solaris, SCO UNIX OS, Linux OS, Microsoft Exchange, networking including Cisco/Nortel equipment and Network equipment of other manufacturers. The SP should submit a statement of the personnel whom he would be deploying for FMS clearly mentioning their qualification, designation and previous experience in the similar field. The certified Engineers/personnel from Microsoft (MCSE), Sun Certified, CISCO (CCNA), and NORTEL shall be preferred. The facility management staff should have strong hold over hardware and network management and should be capable of independently managing the project. 10.3 Minimum qualification of the FM personnel Minimum Qualifications & Experience Required

S.no .

Educational Positions Qualifications Certifications Experience on the Job

Relevant Experience in years

System Administrator(L 2 & L3 engineer) Network Specialist(L2 & L3)

BE/B.TECH(I.T,CS,E& TC)

MCSE, Unix and/or Linux

Complete Server management(hardware/OS),Datace nter management(environment ,racks ,devices etc), Installation & configuration of Switch, Router, modem and other Network equipment. WIN 95/98/2000/2003,MS

CISCO / BE/B.TECH(I.T,CS,E& TC) NORTEL(CCNA,CC IP,CCNP)

End-user Support Engineer(L1)

BCA, Dip.in E&TC / Dip in CS / BSc (CS)

IT-certification basic level

Office / Smart Suite / IE /Netscape configuration and Installation of all types of Softwares products, Zip & Unzip

VDI Infrastructure(L 2/L3)

B.E/B.Tech

VMware VDI certified (VCAPDTD and VCP5-DT or VCP5-Data Center Virtualization Hitachi certified(HUS130)

L3 Engineer should be 6 years experience,L2 should be 4-5 years and L1 engineer should be min 2 years experience

5-6

Engineer Storage(L2& L3)

B.E/B.Tech

L3 and L2 Engineer

3-4

11

Service Level Agreement

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Purpose

Define the 'Service Efficiency Parameters' for relevant services, setting benchmarks and goals for It and measure the Trend defined goals' for respective parameters. These parameters would be frozen with DIAL and respective SPs as Applicable.

SLA Definitions-

Response Time- Defined as time taken by the helpdesk to respond the concerned user over phone & in person. Resolution Time- Defined as time taken to resolve a problem.

SLA Objectives & Response Time

Severity Level

Description

Calls that have severe Impact on business affecting large number of users (>10%) like Servers device failures Router/LAN switch failures WAN link failure Virus attack affecting group of people. Hotlines/Leased line at Security/ARFF Areas and VVIP Locations. Speech & Siren at ARFF and ATC. VVIP SR implementations. Storage and Server for CCTV/ACS/IPT/ TMRS-MSO/MTS. MCS feed to sub-systems. VDI Systems. Virtualized server

Severity Level- 1

The end user system is unusable affecting individual users. Severity Level - 2 Virus attacks on end user desktops Network Printer not functional Project Specific desktops Identified as critical (< 10% of Desktop Inventory), which Is not functional User unable to login to the domain

Severity Level - 3

Desktop related issues

Severity Level - 4

All change requests and Service Requests Scheduled downtime

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Service Levels for Server and Network Management

Severity Level Severity -1 Severity -2 Severity -3 Severity -4

Response 1 < 10 minutes 2 < 20 minutes 3 < 30 minutes 4 < 02 hours

Resolution < 02 hours < 04 hours < 08 hours < 24 hours

SLA 98% 98% 98% 98%

Uptime 99.8% 99.8% 99.8% 99.8%

Service Levels for End User Services

Severity Level Severity -1 Severity -2 Severity -3 Severity -4

Response 1 < 10 minutes 2 < 20 minutes 3 < 30 minutes 4 < 02 hours

Resolution < 02 hours < 04 hours < 08 hours < 24 hours

SLA 97% 97% 97% 97%

Uptime 98.5% 98.5% 98.5% 98.5%

Uptime of 99.0% is to be maintained for the VDI infrastructure, Virtual server and Storage

Virtual Desktop Infrastructure Incident Resolution Severity 1 Incident Resolution Severity 2 Incident Resolution Severity 3 Incident Resolution Severity 4

99.0% uptime to be maintained (excludes schedule maintenance windows of infrastructure and network that supports the environment but is managed by DIAL) 99% success rate for incident acknowledgement within 15 minutes 99% success rate for resolution or workaround within 2 hrs following acknowledgement.

97% success rate for incident 99% success rate for resolution within acknowledgement within thirty minutes three hours following acknowledgement. 95% success rate for incident acknowledgement within one hour 95% success rate for incident acknowledgement within two hours 99% success rate for resolution or work around within six hours following acknowledgement. 99% success rate for resolution or work around within one business day following acknowledgement.

.1

Server Metrics Includes FIDS , Networks Devices, Airport Support Systems ,BRS, ACS, CCTV, Telephony PABX,PAVA,MPAS,MCS Values Metrics

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Core Systems expected

All of the metrics must be achieved in order to meet the Expected service level. >99.95% availability for Network server >99.95% availability for other core systems servers.

Service Level No individual server should be down more than once (1) in the measurement period. Each of the following constitutes a failure to meet the Increased Impact service level >99.95% availability for Network server Core Systems Increased Impact Service level >99.95% availability for other core systems servers. An individual server is down more than two (2) times in the measurement period. All of the metrics must be achieved in order to meet the Expected service level: Airport and other locations Support System Expected service level >99.5% availability for Airport support systems servers. No individual server is down more than two(2) times in the measurement period Each of the following constitutes a failure to meet the Increased Impact service level Airport Support System Increased Impact service level >99.0% availability for Airport support systems server. An individual server is down more than three (3) times in the measurement period.

.2

Database Availability Service Level

Database availability Service level All of the metrics must be achieved in order to meet the Expected service level Expected Service Level >99.5% or more availability of the database for Core Systems. >99.5% availability of the database for airport support Systems. Each of the following constitutes a failure to meet the Increased Impact service level Increased impact Service level >99.5% availability of the core systems databases. >99.0% availability of the airport support systems databases.

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.3

Network Availability Service Level

Network Availability Service Level Values Metrics All of the metrics must be achieved in order to meet the Expected service level Expected Service Level Critical Active network Components = > 99.95 % Critical Passive Network components = > 99.95 % Non critical network components = > 99.0 % Each of the following constitutes a failure to meet the Increased Impact service level >Active Network Components < 99.5 % Increased impact service Level >Passive Network Components <99.5 %

NOTE: Response/Resolution Matrix The SLA Measurement and Uptime measurement shall be done on monthly basis. Resolution time will be considered with respect to clock hours and not working hours In the event that a Service Level commitment is missed, appropriate financial penalties would apply(part of PO T&C) Calls that require escalation to service provider (like connectivity providers), Hardware calls and application-related calls will not be considered for the service level calculations. Spares turnaround and replenishment/replacing a faulty part will be the responsibility of SP of such part and DIAL However, SP would do all the co-ordination and escalations for the same. DIAL would have back to back SLA contract with SPs. Execution of the support Contracts shall be done jointly by Service Provider and DIAL.

.4

System Availability The Sub-Systems performance Specification for IGIA is set to be 24 x 7 x 365 with continuous. Operation to be achieved through high system availability, reliability processes. The SP shall ensure at all the times maintain the overall system uptime 99.99%. However, the following will not be considered As downtime in calculating the percentage of uptime: Approved downtime by DIAL for Preventive Maintenance. UPS building failure for power recovery ,The overall system availability is calculated based on the overall outage hours of the Reported.

.5

Reporting Timelines and Accuracy Service Level. SP shall ensure timely availability of accurate information (MIS,SLA,KPI reports) required by DIAL.

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All reports must be made available to DIAL (including backup data) recipients as per the Specified delivery schedule after the reporting period in a complete and accurate format. MIS -

Daily reports: by the end of the same day (i.e. 6.00 pm). Weekly reports by 8 pm. Monday of the previous week. Monthly reports by 8 pm of the 2
nd

day of the previous month. day of the previous quarter.

Quarterly reports by 8 pm of the 2 Annual reports by 8 pm of the 2

nd

nd

day of the previous year.

VDI monthly device and element availability report. VDI monthly device and element performance report. VDI monthly server incident report. SLA/KPI reports will be due by the 10 day of the following month. If errors are found with any Service Level metric in the report the Supplier will have 10 days to correct errors once notified by DIAL. If the Supplier is unable to provide a corrected report or equivalent reliable information then it will be deemed to have missed the affected Service level. Measurement Interval Monthly Reporting Period Resource Range Monthly All IT systems and services in scope.
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11.6

Metrics Reporting Timelines and Accuracy Service Level Values Expected Service level Increased Impact Service Level Metrics 100% of all reports delivered within the Specified time frames 95% of all reports delivered within the Specified time frames.

11.7 Downtime Defined as the time during which the systems and/or services running on it are not available and or are deemed to be not available to the users in part or full due to any non-functioning repairs / problems etc. The penalty for downtime will be counted from the time problem is reported to the SP electronically or telephonically or by such other means till problem is solved / rectified to the satisfaction of user Penalty shall be applicable once the admissible down time is crossed. The admissible down time is computed as per the following rules:

Maximum Admissible Downtime. Server System Maximum 2 hours calculated over a period of Six months. Clients and Peripherals Maximum 3 office hours calculated over a period of Three months. Network backbone Infrastructure: - Maximum 2 hours calculated over a period of 6 months. Maximum down time in a day will be equal to run time even if machine is down for 24 hrs. i.e., if Desktop is down from 9 am to 9 AM (next day) the total down time will be 8 hrs. (10 AM to 6PM) and not 24 hrs. , except in case of Servers where downtime is

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the actual downtime. In case of intermittent failures and repetitive problems due to improper diagnosis or repair, the system, will be treated as Continuously down from the time of first fault reporting. Deemed down: A system although up but is not able to deliver services because of non-availability of connected system. For Example, if switch is down, all PCs connected to it will also be deemed as down. 11.8 Few Example of down time calculations

When server is down Server and all hardware connected to server directly or indirectly will be treated as down. When the core Switch is down, the core Switch and all other related items including the entire system will be treated as down. In case a switch at a local office is down, all the systems connected to that switch will be treated as down. If only printer is down then only printer will be considered as down. Router and modem Entire office h/w will be considered as down.

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Up gradation of Technology

In Future, If DIAL plans to Upgrade the Existing IT system, Increase the quantity or Implement the new IT services at DIAL premises; same should be under Operation by SP with the existing CMC model.

The Facilitator should constantly keep informed the DIAL about the Technological updates for improving the service performance. The Facilitator should appraise the DIAL about the appropriate Hardware as well as Software requirement for technological up gradation if any as and when required. Facilitator should provide Unit rate of IT devices operational cost and In case of increased quantity/up gradation, additional cost will be a part of CRC.

.1

Maintenance Services (MS) This category includes comprehensive maintenance for the equipment with or without parts warranty for the original supplier as the case may be. This category includes all equipment including backbone cabling and structured cabling, all type of switches, modems, network, racks, Servers, Desktops, Printers, UPS and other Peripherals. The services consist of preventive and corrective maintenance and include carrying out the necessary repairs and fittings of replacement parts.

.2

Runtime The runtime or utilization time for the IT equipment shall be as follows:

Servers System(s): The run time for Servers and Server system is 24 hrs. x 365 days. Server Systems refers all the connected components to the server such as Networking equipment, Power supply systems (UPS) etc. Desktops and peripherals: The run time for the desktops will be from 09.00 AM to 09.00AM on all working days. The runtime for the new e-Service Application & Hand out will be 24*7*365. Network Backbone- The run time for Network Switches and backup Infra is 24 hrs. x 365 days.

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13

Statement Of Work
Common IT ServicesThe Common IT services address the overall control and coordination of Supplier provided Services and SP responsibilities to the relationship as defined in the Matrix set forth and in accordance with service levels. This service description is intended to facilitate the outsourcing relationship with reasonable effort to ensure services are delivered in the most consistent cost effective and measurable manner while minimizing any problems. SP shall provide common services as described in the major functions and the responsibility matrix. Common service Management is concerned with delivering and supporting IT services that are appropriate to the business requirement of the Organization .This document provide a Comprehensive ,consistent and coherent set of best practices for IT service management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of Information Systems. These common services and Processes are intended to be implemented so that they underpin but do not dictate the business process of an organization. Major FunctionBelow are the functions and key tasks that SP will provide, without limitations.

13.1

Change Management The process to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes ,In order to minimize the Impact of change related incidents upon service quality and consequently to improve the day-to-day operations of the organization.

13.2

Hardware Communication Equipment and Software. System Software. Live Applications Software. All documentation and procedure associated with the running, support and maintenance of live systems. Alignment of IT services to business requirements. Conduct and document risk assessment. Improve the quality of service and enhance business perception of IT services. Configuration Management It is an Integral part of all other service management processes. With current, accurate and comprehensive Information about all components in the Infrastructure, the management of change in particular is more efficient.

Manage and maintain an accurate Inventory of all IT assets and configuration with in the DIAL Organization. Develop the ability to cross check the Infrastructure configuration records against the physical infrastructure and correct any discrepancies. Implement and execute effective license management processes. Aid in contingency Planning.

13.3

Service Level management Significant financial saving through Improvement in service quality and the reduction in service disruption. Spend less time and effort resolving failures while IT users perform their business functions without adverse impact. Identification of weak area that can be targeted for future improvement quality.

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13.4 13.5

Availability Management SP shall continually optimize Internal capabilities to deliver the agreed upon level of availability to DIAL. Will achieve a reduction in the frequency and duration of Incidents that impact the DIAL-IT System availability. Capacity Management The SP is responsible for matching the IT Infrastructure requirements with the evolving demands of the DIALs business. The SP will provide recommendation to the DIAL in support of the DIAL decisions on what component to upgrade, when to upgrade, how much the upgrade will cost the following non-exhaustive list of assets will be covered under capacity management-all hardware ,all networking equipment, all peripherals (e.g.. storage devices, printers, Displays ,CCTV,FIDS,PAVA etc.) and all the software. To perform these responsibilities the SP capacity management system will-

Monitor and report on the performance and throughput of SP IT services and the supporting components. Produce forecast for future requirements. Develop a Capacity Plan that guarantees the current and future level of IT Services and current and future quality of services as defined in the SLA. Implement appropriate changes in technology to improve Service Delivery and to meet the DIAL changing business expectations.

13.6

IT Service Continuity Management (ITSCM) The SP must document that its ITSCM plan contains all of the Information needed to recover the systems that provide services to DIAL in a disaster situation once DIAL has declared a Disaster Situation. The SP must successfully test that its ITSCM plan will return DIALs Services to normal business operation within the agreed upon time frame.

13.7

Security management Provide adequate Information security, to ensure the organization have proper access to confidential, accurate and complete Information in a timely manner. Ensure Compliance with DIAL IT security policies and procedures. Proactively monitor and manage IT assets to minimize risk of service disruption.

13.8 13.9

Supply Provision Manage the end to end procurement of IT assets and consumables in scope wherein all consumables are charged on actuals. Maintain back to back SLAs with SPs and manage AMC with the same. Maintain critical stock level, as agreed upon with DIAL. Provide advisory services to DIAL as per Specific requirement. Provide project management services to DIAL as per Specific. Account Management Appoint a dedicated account Management executive to serve as the Single point of Contact (SPOC) for all matters relating to delivery of IT Services. Manage Client delivery as per SLA expectations. Ensure timely Invoicing for services delivered. Conduct regular reviews and feedback sessions with key DIAL stakeholders. Identify and mitigate risk on a continuous basis.

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13.10 Process Constraints Listed below are the qualifiers or limitations for this service description. DIAL requires that these Constraints be followed in SP performance and delivery of these services to the extent that these constraints give rise to additional costs, additional time requirement or other detriments to leverage, SP must take these constraints into account when developing and providing DIAL with pricing Information ,project plan and when agreeing to service Levels. SP shall provide Common services on 24x7 basis. SP shall support all Infrastructure related activities pertaining to interface ,date exchanges and data conversions environment in use by DIAL or any other user, or as otherwise requested by DIAL. SP shall provide and use the appropriate resources, documentation, reports ,Infrastructure related software tools, procedure and management methodologies to administer, comprehensively manage, proactively monitor and reliably support DIALs and the other users infrastructure Systems, resolve and correct performance degradations for all IT Infrastructure systems problems. SP shall Provide advice and recommendation regarding the selection and Implementation of new technology, including security risk, in support of DIAL changing business needs. SP shall coordinate maintenance activities with systems to minimize Impact on DIAL and any other User when necessary maintenance must be performed.

13.11 Change Management Process To ensure the seamless integration of all changes across process categories and process platform through the use of a common and consistent change management process. The SP provided and DIAL approved changed management process will be consistent and supported across all environments and applications. This Service Level applies to all functions for which the supplier has responsibility, including all facilities and infrastructures traversed by the supplier will be implemented as mutually agreed according to the change management procedures. DIAL may change the scope of the Services stated in this Agreement or require the Concessionaire to enhance the technical requirements as stated in the Service Levels ("Change Request"). The SP and DIAL should agree and acknowledge that the Change Request Handling Process shall be as set out. The SP and DIAL should agree and acknowledge that the scope of Services shall be subject to further detailing by the SP and DIAL from time to time and that such, detailing shall not be considered as a change to the Services. In addition , a request from DIAL or the DIAL's Representative that the SP perform services not Specifically included within the scope of the Services shall not be considered as a Change Request if it is necessary for or consequential to the scope of Services and this Agreement. The SP and DIAL agree that SP shall not take any action, implement any change or modify, alter, eliminate, diminish or otherwise make any change which will or may have an impact on any Service, whether or not the SP believes there will be no adverse effect on Service, unless and until DIAL has given the SP Specific written approval. The SP and DIAL agree and acknowledge that the performance of the Services requires continued and dynamic setting of priorities and the SP and DIAL agree to follow the Change Request Handling Process to manage and control the review, approval and implementation of permitted changes. Non-material changes made in the ordinary course and performed with existing Resources within existing processes and methodologies, which do not materially affect Service or Service Levels or timelines or existing Resources and which are recommended as such, in writing by the DIAL's Representative and the Concessionaire's project manager, may be made with DIAL's approval and without the formality of the Change Request Handling Process. The SP and DIAL agree that if Service requires more than forty five (45) man hours of additional Resources per change and two thousand (2000) man hours of additional Resources in a year the same will have to go through the Change Request mechanism.

CalculationNumber of DIAL approved changes (Including emergency) Implemented successfully with no Impact to service divided by number of DIAL approved changes Implemented .Cancelled changes excluded from the calculation.

Values Expected Service level Increased Impact Service level

Metrics 99.0% or more of all changes are Implemented correctly 97.0% or more of all changes are implemented correctly

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14

Customer Satisfaction
Customer Satisfaction Service Level DIAL requires SP to capture and report satisfaction of the professional services provided to DIAL by SP and to ensure SP delivers services that meet or exceed Specified levels to all clients. The Objective survey shall Identify key issues and priorities. The Client satisfaction survey will rate DIAL satisfaction with SP support. The survey shall be jointly defined by DIAL and SP prior to completion of the transition period and shall be based on a scale of 1-5, with 1 being the worst and 5 being the best level of satisfaction. DIAL will provide a survey format and method to be reviewed by the SP. Scale definition as follows : 5 is Excellent 4 is Very Good. Definition 3 is Good. 2 is Fair. 1 is Poor DATA Capture Measurement Interval Reporting Period Measurement period Resource range The survey shall Include senior management DIAL and associates/key customers of their choice Quarterly Quarterly Quarterly All IT services managed by the SP

14.1

Service MetricsValues Expected Service Level Increased Impact Service Level Metrics The Total average scope for each quarterly survey is 4 or greater. The Total average for any quarterly survey fails below 3.0.

14.2 Service Level SummaryCommon Services Service level Summary 1 2 3 4 Timely Configuration Updates Change management Disaster Recovery Planning Disaster Recovery testing Severity Weight 5% 10% 2.5% 2.5%

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5 6 7 8 9 10 11 12

Asset management Software License Compliance Virus Signature File Updates Information Security Risk Event Notification and Mitigation Firewall Security Reporting Timeliness and accuracy Billing Timeliness and Accuracy Customer Satisfaction

5% 5% 10% 10% 10% 15% 15% 10%

14.3 Service Level Weighting MatrixService Level Weighting Matrix S.no 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Server Availability SAN/NAS Availability Database Availability Data Backup ,restore & Retrieval Application performance Data Centre IMACD Timeliness System Recovery End to End System Availability Network Availability Mean Time to Repair Network & Voice IMACD Timeliness Application Module Availability Application service Requests Application Enhancement Quality Speed of Answer Call Abandonment Access Request Resolution First Call Resolution End-User IMACD Timeliness Description Severity Weight 30% 20% 30% 5% 5% 5% 5% 0% 60% 20% 20% 50% 10% 40% 5% 5% 5% 20% 10%

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20 21 22 23 24 25 26 27 28 29 30 31 32 33 34

Incident Response & Resolution Problem Management Work Station Availability Timely Configuration Updates Change Management Disaster Recovery Planning Disaster Recovery Testing Asset management Software License Compliance Virus Signature File Updates Information Security Risk Event Notification and Mitigation Firewall Security Reporting Timeliness and Accuracy Billing Timeliness and Accuracy Customer Satisfaction

30% 10% 15% 10% 15% 5% 5% 5% 5% 5% 5% 5% 10% 10% 20%

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EXIT MANAGEMENT PLAN

The SP shall provide the DIAL with a recommended exit management plan ("Exit Management Plan") which shall deal with at least the following aspects of exit management in relation to the Agreement as a whole and in relation to the Annual maintenance of hardware and facility management.

The Exit Plan is to be submitted by the selected SP within 60 days of the selection and award of the contract with an undertaking that the SP shall extend all information and fully cooperate with the new SP at the time of such take over in future at no additional cost and without any dislocation. A detailed program of the transfer process that could be used in conjunction with a replacement SP including details of the means to be used to ensure continuing provision of the services throughout the transfer process or until the cessation of the services and of the management structure to be used during the transfer.

The Exit Management Plan shall be presented by the SP and approved by the DIAL. In the event of termination or expiry of Agreement or Operation and Management of the facility, each Party shall have to comply with the Exit Management Plan. During such exit management period, the SP shall deliver the services as provided in the CAMC agreement.

Payments during the Exit Management period shall be made in accordance with the Terms of Payment Schedule. Review the DIAL will conduct periodical reviews from time to time by examining the automated reports generated by SP such as downtime reports, uptime reports, logbooks, etc.

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16. Instruction to Service Provider

The SP must have experience in handling minimum 50 IT operation supports of a multiple customer for minimum of 10 years. The SP has to undertake & coordinate with the Original Equipment Manufacturer (OEM) of the existing equipment of the DIAL to provide necessary support of Spares and services for the equipment. 16.1 Cost Incident to Proposal Preparation SP shall bear all costs associated with the preparation and submission of their proposals. The DIAL is not bound to accept any proposal, and reserves the right to annul the selection process at any time prior to Contract award, without thereby incurring any liability to the SP. 16.2 Site Conditions SP should contact the DIAL's representative for their visit, if required to obtain additional information. SP should ensure that the DIALs representatives are advised of the visit well in ahead of time to allow them to make appropriate arrangements for supply of information. All costs related to the visits shall be borne by the interested SP. 16.3 Technical Proposal In preparing the Technical Proposal, the SP is expected to examine the documents comprising this RFP in detail. Material deficiencies in providing the information requested may result in rejection of a Proposal. The SP may add any other services, methodologies, facilities, techniques which will provide additional value to the client. 16.4 Financial Proposal In preparing the Financial Proposal, the SP is expected to take into account the requirements and conditions of the RFP document. SP is required to maintain the systems so that the productivity is not affected by lack of functioning of the equipment. The Working hours are defined as 24 hours for Portal. However, the successful running, Portal also requires system to be up and running at the central location 24x7, even though system is not accessed from field offices during off hours. To suggest up-gradation of technology and equipment in case of obsolescence of the technology and or equipment for maximum uptime of the system.

16.5 Evaluation of proposal(Weightage of Technical/Commercial parameters)

The weightage of Technical/Commercial parameters is in the ratio of 70:30 for evaluation of proposal.

16.6 Additional Services In addition to the Services, DIAL may require the SP to provide Additional Services during the Term. In respect of such Additional Services, the Parties shall execute an additional service agreement which will set out their mutually agreed terms and conditions. While performing the Additional Services, the Concessionaire shall comply with the provisions of this Agreement to the extent applicable to such Additional Services. The scope of Additional Services shall be approved by the Executive Committee.

16.7 IT Systems Refresh Events

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The SP shall throughout the Term ensure that the IT Systems are adequate and sufficient to provide the Services in accordance with this Agreement and shall replace and renew any IT Systems, upon the occurrence of an Asset Refresh Event as per the Asset Refresh Schedule in the manner stated in this Clause.

The SP and DIAL have to prepare a tentative schedule for the replacement and renewal of the IT Systems and DIAL shall have the right to modify or amend the Asset Refresh Schedule from time to time. Whenever an Asset Refresh Event becomes due, as per the Asset Refresh Schedule ,the SP shall issue a notice at least sixty (60) days prior to the Asset Refresh Event and obtain DIAL's consent for the purpose of determining and mutually agreeing to any potential adjustments to the Asset Refresh Schedule, Such adjustments will include, inter alia, any opportunities for further utilization of the assets beyond planned life, substitution of assets to take advantage of technological improvements and benefiting from prevailing market prices.

17. Miscellaneous
SP shall assign personnel with suitable qualifications and skills for delivery of the FM services mentioned in this document. All issues pertaining to engineers including employment and remuneration shall be taken care of solely by SP and SP alone shall be responsible for all matters and issues (both direct and indirect) pertaining to or relating to such personnel's.

Resource Movement The SP shall remain faithful to the deployment schedule to the maximum possible extent and will reassign, move, reallocate resources deployed on the site in situations only where The resource requests such change in writing. The resource has been in the same role for a substantial period of time not less than 18-24 Months and needs to be moved to next role as per SP policies. SP shall ensure sufficient notice of such movement is given to DIAL and will provide a replacement of resource with equivalent experience/qualification In-case of such resource movement. One month advance notice will be provided to DIAL. SP will ensure continuous service availability and will deploy backup personnel as and when required. SP shall be responsible for replenishment of manpower, with requisite Skills and expertise, in case of attrition/leave of their employee. SP may replace or change these personnel upon giving sufficient notice minimum one month to DIAL.

The commercials have been worked out based on the current IT Infrastructure & requirements at DIAL. It will only be reviewed if there is an increase/decrease in the IT infrastructure, or there is a significant change in the scope of services.

Any equipment extra than the list of Assets submitted to DIAL and subject to getting the Confirmation by DIAL shall be chargeable as per the unit prices shared.

SP will deliver the FM services with sincerity and by maintaining confidentiality.

Non Hire Non-solicitation: The SP and DIAL herein agree that during the term of this Agreement and for a period of one year thereafter neither party shall without the express written consent of the other party. Directly or indirectly, recruit, appoint, hire or engage or attempt or discuss employment with or otherwise utilize the services of any person who is an employee or has been associated or engaged In any capacity, by the other party (including any of Its Subcontractors, franchises, SPs, etc.) in rendering any services under this agreement; or induce any person who shall have been an associate of the other party (including any of Its sub-contractors, franchises, SPs, etc.,) at any time to terminate his/her/its relationship with such party.

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18.

Penalty on SLA Deviation Based on monthly measurement of SLA and Uptime:

Severity Level Severity -1 Response Time < 10 minutes Resolution Time < 02 hours Penalty Calculator 5 %( Based on weightage) of Monthly invoice. 2 %( Based on weightage) of Monthly invoice. 1 %( Based on weightage) of Monthly invoice

Severity -2

< 20 minutes

< 04 hours

Severity -3

< 30 minutes

< 08 hours

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