REQUEST FOR PROPOSAL CENTRALISED BANKING SOLUTION

(CBS) CITIZENS`CO-OPERATIVE BANK Ltd.

Administrative Office:117, A/D, Gandhi Nagar Jammu-180004 Ref No: Admin:IT:CBS:2008-09:08

INVITATION FOR BIDS Date : 03/11/2008 RFP No. : HO:DIT:CBS:2008-09 :08

Table of Contents .
1 Invitation for Bids.

1.1. Eligibility Criteria 2. Schedule of Requirements 3. Project Timelines 4. Evaluation Methodology 5. Terms & Conditions 6. CBS Scope 7. Disaster Recovery Build 8. Bank Wide Area Network 9. Facilities Management 10. Service Level Definitions 11 General Instructions to Principle Bidder /Principle Bidder Forms Form 1 -Bid Form.doc Form 2 -Bid Security Form.doc Form 3 -Alliances format.xls Form 4 -Letter from Hardware OEM.doc Form 5 -Manufacturer's Authorisation Form.doc Form 6 -Eligibility Evaluation Details.xls Form 7 -Capability Statement of Personnel, Equipment.doc Form 8 -Functional RFP.xls Form 9 -Technical RFP for DRS.xls Form 10 -Technical BOM.xls Form 11 -Bandwidth Details.xls Form 12 Commercial Bid Details.xls Form 13 -Project & Personnel Schedule.doc Form 14 -FM Details.doc Form 15 -Service Centre Details.doc Form 16 -Active Modules and Interfaces.doc Form 17 Comments on T&C.doc Form 18 -Conformity Letter.doc Form 19 -Conformity with HardcopyLetter.doc Form 20 -Letter of Authority.doc Form 21 Performance

Security Form.doc Annexure A -Branch Address ,Annexure H, Annexure- I Specification for security requirements, J -Specifications for Core Banking Technical.xls, Annexure K Submission Checklist

Preface CITIZEN`S CO-OPERATIVE BANK intends to implement Centralised Banking Solution (CBS) in phases within a period of Six months. The scope of the project envisages a complete turn key solution which may inter-alia include procurement, installation and maintenance of hardware, system software, application software & networking equipments at the Data Centre, Disaster Recovery Centre, Citizens` , and Branches and customisation, parameterisation and implementation of application software and system integration with facilities management for 7 years with training to Banks designated personnel and hand-over successfully at the end of the agreed period. DRC buildup is also a part of the scope of the project. Interested Principle Bidders may obtain further information from the Office of Citizen`s co-operative bank, Head Office, Administrative office 117A/D Gandhi Nagar Jammu 180004, India, before the last date of submission. A complete set of Request for Proposal (RFP) may be purchased by any interested Principle Bidder/Principle Bidders on the submission of a written application, in duplicate, from Citizen`s co-operative bank, Administrative office 117 A/D Gandhi Nagar Jammu 180004,India upon payment of non-refundable fee of Rs. 5,000/= (Rupees Five Thousand only) in the form of Demand Draft or Bankers Cheque in favour of Citizen`s co-operative bank payable at Jammu. The Principle Bidders who purchase the RFP in their names only are eligible for submission of bid. The RFP may be obtained from the above address (in person or Thru Post) during office hours on all working days either in person or by post. The details are as under : Courier Charges : Rs. 500.00 Date of commencement of sale of RFP : 08.11.2008 10:00 AM. Last Date for sale of RFP : 10.12.2008 02.00 P.M. Last Date and time for receipt of Bid : 15.12.2008 03.00 P.M Technical Bids Date and Time of Opening of : To be notified later to Commercial Bids the eligible Principle Bidders

Place of submission & opening of Bids : Citizen`s co-operative bank Administrative Office, 117 A/D Gandhi Nagar Jammu 180004 All bids (Technical & Commercial) must be submitted at the same time giving full particulars in separate sealed envelops at the Banks address as mentioned above. All bids must be accompanied by a bid security as specified in the RFP and must be delivered at the above office on or before specified date and time indicated above. Technical Bids will be opened in the presence of the Principle Bidders representatives who choose to attend on the specified date and time. Technically qualified bids will be taken up for further processing and the Commercial Bids of qualified Principle Bidders will be opened in the presence of the technically qualified Principle Bidders representatives on separate date and time which will be notified separately. No further discussion / interface will be granted to Principle Bidders whose bids have been disqualified. Citizen`s co-operative bank reserves the right to accept or reject in part or full any or all the offers without assigning any reasons whatsoever.

Eligibility Criteria
The PRINCIPLE VENDOR can bid in consortium with other S/W , Hardware and Networking vendors. SOFTWARE VENDOR should implement the offered solution for at least 2 cooperative with 150 branches and minimum 25 banks including co-operative banks as TBA/CBS solution products in India.. SOFTWARE VENDOR should have a healthy level of sales in the same activity. It is desired that the annual turnover of the company should be at least Rs. 50 crores above from banking S/W sales for last 2 years. The SOFTWARE VENDOR should be CMMI 5 level certified company. The SOFTWARE VENDOR should have their own delivery channels like ATM switch, tele-banking, mobile banking and internet banking etc.

 The SOFTWARE VENDOR should have 5 years experience in banking business.

HARDWARE VENDOR
The HARDWARE VENDOR should have the capability to execute the work with respect to personnel, equipment and manufacturing facilities and should have installation in at least 1 DC in any bank with minimum 500 branches. The hardware vendor should be a profit making and financially sound company. (Criteria for profitability is flexible for reputed companies including PSUs).

NETWORKING VENDOR
The networking vendor should have executed the similar scope of work in at least a bank with at least 500 branches. The Principle Bidders must be the Authorized partner for Application software, hardware, system software, networking equipment or their authorized resellers or should have a tie up with different agencies/Principle Bidders is to provide the total solution. The decision of the Bank would be final and binding on all the Principle Bidders to this document. The Bank may accept or reject an offer without assigning any reason what so ever.

SCHEDULE OF REQUIREMENTS
1. Introduction Project Overview To achieve the Banks business objectives and long term goals including attaining higher levels of operational efficiency, growth in business and improving profitability, the Bank intends to implement new technology solutions that would support all the current and future needs of the Bank and the customers. The Bank wishes to network its 17 sites, deploy an integrated Centralised Banking Solution (CBS) in 11+4 branches and associated extension counters, Central and Administrative offices and offer delivery channels like Internet, Phone and Mobile (SMS/WAP) banking. The Bank also wants to implement CBS in any new branches opened during the next few years. Project Scope

The Bank further wishes to set-up a 24 hour centralized customer help desk and help desk facility. Envisaged scope is enumerated below which include: Deployment of CBS in 11+4 branches associated extension counters, Central and Administrative office. Deployment of other applications like,Cash Management, Fixed Assets, Inspection, HRMS Deployment of delivery channel like Internet, Phone and Mobile banking (SMS/WAP) Deploy a Bank wide area network across 17 locations Disaster Recovery Centre to be built at different seismic zone Deployment of a centralized Data Centre at Jammu and Disaster Recovery Centre at different seismic zone. Facilities management for components provided as part of this tender. The detailed requirements on each of the area mentioned below are available in detail in following sections document. However, the Bank reserves its right to change the scope of the RFP considering the size and variety of the requirements and the changing business conditions. Based on the contents of the RFP, the Principle Bidder shall be required to independently arrive at a solution, which is suitable for the Bank, after taking into consideration the effort estimated for implementation of the same and the resource and the equipment requirements. The Bank expressly stipulates the Principle Bidders selection under this RFP is on the express understanding that this RFP contains only the principal provisions for the entire assignment and that delivery of the deliverables and the services in connection there with are only a part of the assignment. The Principle Bidder shall be required to undertake to perform all such tasks, render requisite services and make available such resources as may be required for the successful completion of the entire assignment at no additional cost to the Bank. To implement CBS solution, the Bank is looking at a complete turn key solution which may inter-alia include procurement, installation and maintenance of hardware, system software, application software & networking equipments at the Data Centre, Disaster Recovery Centre , and Branches and customisation, parameterisation and implementation of application software and system integration with facilities management for 7 years with training to Banks designated personnel and hand-over successfully at the end of the agreed period. DRC build is also a part of the scope of the project. Any other related work for smooth implementation of CBS in the Bank must be undertaken by the Principle Bidder . The major objectives of implementing CBS solution in the Bank are given below:

 Centralised Repository of Data Efficient and state of the art MIS including Risk Management, all other statutory and non statutory statements Easier roll-out of innovative and customer centric products like Internet Banking, Tele Banking, Any Branch Banking, Kiosk Banking, Cash Management and any other emerging delivery channels. Uniformity of Application, parameters and version all across the branches Rationalization & elimination of repetitive and manual drudgery of work at branches, which should result in optimisation of manpower at all levels. Implementation of Business Process Reengineering techniques to stream line the processes so as to derive the best technological advantage after implementation of CBS in the Bank. 2. About Citizen`s co-operative bank Citizen`s co-operative bank represents the oldest Urban sector bank in Jammu and Kashmir, serving customers since 1978. Presently the Bank is having 11 branches and 4 Branch / extension counters, spread over in Jammu district. Some of the business statistics figures in Crores of Rupees) of the Bank as on 31.03.2008 are as under: Deposits : 19593.88 Lacs Advances (Net) :-11210.57 Lacs Investments (Net) : 9416.52 Lacs Total Income (March 08 Quarter) :-1782.99 Lacs Bank has presently 4 branches computerized . Banks Requirements in relation to CBS 3. Functional Requirements Given below is a brief overview of key application requirements considered critical by the Bank as part of the proposed CBS. The list is indicative and not exhaustive. All retail modules viz. various Deposit and Advances schemes including Savings, Current, Current Plus, Term/Flexi Deposits, Overdraft, Cash Credit, Bills, Guarantee Remittances, Demand /Term Loans, maintenance and updation of securities for Borrower accounts besides Cash, Clearing, Transfer, Locker, TDS, Signature Capture, Inventory Management modules. It should also support appraisal and decision support system for various retail lending schemes, viz. Consumer Loan, Housing Loan, Education Loan, Vehicle Loan etc. It should also support accounting and MIS needs for the Bank relating to handling of Govt. Business (including PPF, Pension, Direct Taxes & Relief Bonds etc.) It should facilitate system based classification of accounts as per prudential norms in place.

 It should support the corporate products including Cash Management Schemes, Remote Access etc. The software should support all state of the art delivery channels viz. ATMs, Tele Banking, Internet Banking, Kiosk Banking etc. The software should support comprehensive MIS for the Bank as a whole which should inter alias include, Risk Management, Inspection tools besides generating all statutory and non statutory statements required to be generated at Daily/ Weekly/ Monthly/ Quarterly/ Half Yearly/ Yearly intervals as per the requirements of the Bank. The application software may preferably be platform independent and must support GUI and Web enable technologies. It should facilitate integration of data from manual or partly/fully computerized branches with the CBS and facilitate generation of various MIS requirements of the Bank. It must be able to integrate and support any 3rd party applications even beyond the scope of this RFP as and when required by the Bank in future viz. Data Warehousing, Data Mining and CRM applications. All the interfaces (wherever required) should be provided by the Principle Bidder. The Principle Bidder must clearly state what functionalities are available at present with the proposed solution, as this will be a key component of the evaluation process. it is the Principle Bidders responsibility to clearly specify the hardware requirements and their inter-connectivity for the Data Centre/branches. The proposed hardware should broadly cover the server sizing (CPU, storage needs, memory, auto-backup devices, etc.) and should take into account future volume and technologies. The branch peripherals for all branches also have to be provided by the Principle Bidder as a turnkey solution. The Principle Bidders proposal must clearly state the sizing requirements and the scalability of the proposed hardware. Citizen`s co-operative bank requires sizing for 11+4 branches, with scalability to 25 branches. The Principle Bidder needs to present the Hardware Configuration Summary in Technical Bill of Materials . The total number and type of servers, their make, model, and desired specifications have to be clearly stated, in the said form. The proposal also needs to specify whether there is a need for branch servers. At present 4 nos. of TBA branches have been provided with servers along with dumb terminals, PCs, printers and other peripherals and the application S/W . The Principle Bidder must clearly spell out complete requirements of the hardware at the branches. Bank may utilize the existing hardware at the branches to the extent possible. However, the existing licenses on RDBMS, ,Microsoft etc. with the Bank should not be considered by the Principle Bidder for use in their CBS solution. Adequate redundancies must be built into the solution for

ensuring optimal performance while taking into account the present as well estimated number of future users and the load estimated on the system. Principle Bidder must also highlight the backup and disaster recovery plans and also clearly state the bandwidth requirements for the branches. A topology diagram has to be enclosed that depicts the following requirements: Operating system and RDBMS Total hardware architecture Hardware (including sizing) Networking Component at the Data Centre, DRC, and Branches. The Principle Bidder has to give an undertaking that the configuration recommended would deliver the performance requirements necessitated by Citizens cooperative bank. If selected, the Principle Bidder will have the obligation under the Contract to deliver the performance promised. The Principle Bidder may partner with independent reputed (ISO 9000 accredited) Hardware vendors, However, if the proposed solution makes use of proprietary components, they must be clearly identified and details regarding their availability, support, upgrades and maintenance and other related issues must be given. The Principle Bidder may be required to verify the bench marking results on there commended hardware ported with required system/application software to meet the response time, up time and other efficiency parameters. Data Centre and Disaster Recovery Centre The Bank will provide a centralised Data Centre (DC) at Jammu. The bank will also provide space for the Disaster Recovery Centre (DRC) build at different seismic and DRC will host the application servers, databases and all the related software and hardware (Please give option for both capex & Opex Models). The central host will undertake centralised back-office processing, end-of-the-day and start-of-day operations, back-ups and other key functions. The Data Centre will also have control over Enterprise Management and Network Management functions. The Principle Bidder must clearly spell out the configuration and specification of the complete hardware requirements along with networking infrastructure for CBS at DC and DRC. The recommended CBS hardware at DC and DRC should be able to provide response time as per the service levels mentioned in section 10 to all online users through the nodes installed at different branches It should also support queries on historical transactions with the response time as per the service levels mentioned in section 10. The hardware so proposed should work in a complete redundant mode to provide 24x7 service to the clients and to support other delivery channels including Internet Banking, Tele Banking, ATMs, Any Where Branch Banking (ABB) etc. The DRC should be deployed at a 100% capacity of the DC for the hardware and processing while the security and environmental controls need to be similar to the DC.True Active-Active Cluster to be implemented in (DC) and

Active-Passive Cluster to be implemented in Disaster Recovery Site (DRS). In case of hosted model the DC should comply to World class data center setup (Should be owned & Operated by the consortium member, should have diverse connectivity available, comply to Level 3 specifications, N+1 Redundancy, Intruder Alarm and CCTV System), Command Centre and Data Center should be separate locations, should in seismic zone I. A Complete report of backups & Database Management should be provided at regular intervals. Principle Bidders should also mention as to how much space the Principle Bidder shall require at DC to host all its servers, routers, switches, firewalls and all other equipments. The seating space required for the manpower, provided by the Principle Bidder, required for all the activities (activity wise) should also be provided. Some considerations while providing the solution include: Security products at DC, viz. firewall/IDS, are required from 2 separate vendors while adhering to the security requirements as provided in Annexure I. Test environment for all 3rd party applications need to be provided at the DC. Delivery Channel servers in the DC and DRC should not host any other 3rd party applications. Test & Development Server for 3rd party Applications should be separate from Test & Development servers for delivery channel applications. Tele-banking Test & Development Servers to be separate from the Test & Development Servers of other applications at DC. Hardware for Internet banking, Phone Banking, Mobile Banking, SMS Banking Test & Development Servers must all be separate and independent. Complete hardware and software with required redundancy for security viz. Firewall, IDS etc. must be provided. Separate Web, Application and Database servers for all delivery channels applications must be provided. Hardware The Principle Bidder should size for adequate hardware based on the volumes for the Core Banking Application & database and all other applications relevant for DC & DRC. The core banking application & database should be sized for individual active-active cluster solutions at the DC & active-passive cluster at the DRC. The hardware sized for all the applications should be redundant scalable. All the components within the server should be hot swappable and should incur no downtime due to component failure. All the servers suggested should have dual power supplies. The power input to the power supplies will be from separate UPS. In case of failure of one power supply, the second power supply should be able to take the full load without causing any interruption in services. All servers should have a minimum of dual 1000 Mbps network interface cards (NIC) installed on different slots. Each NIC will be cabled from a different module on the switch using gigabit speed cabling. The hardware proposed for the solution as part of this RFP should not exceed 70% of CPU(s), memory(s), hard disk(s) & NIC(s) utilisation levels at any given point in time. The hardware and application should be sized and configured to meet

a minimum of 225 TPS, where all the debit and credit legs of the transaction would be considered as a single transaction, along with the necessary number of concurrent transactions, total number of transactions in a 4 hour window, number of accounts, time taken for End of Day, batch processing and meet the required response time as expected by the Bank. SAN storage capacity is estimated to be a minimum of 15 terabytes for the project at the DC and DR each. If the individual solutions suggested by the Principle Bidders necessitate additional capacity, then the Principle Bidder would need to provide accordingly to meet the RFP and SLA requirements. Networking The Bank has connected 11+ 4 branches through 2 MBPS Leased Line with ISDN as the Backup. The proposed solution for Centralised Banking Solution has to be integrated with the existing network. However, the Principle Bidder is required to submit a detailed Network design for the proposed solution. It is to be mentioned that connectivity of all the CBS Branches would be provided by the CBS Principle Bidder . Network Connectivity and all the required networking equipments at the DataCentre, DRC, Citizens` ,, Branches and extension counters has to be provided by the Principle Bidder .Following are the requirements in this regard:The Principle Bidder should provide various networking equipments viz. Routers, Switches, Modems etc. at each level viz. Data Centre, DRC, Citizens` ,, Branches and Extension counters as per the Network Design for the proposed solution . The Principle Bidder must clearly specify the bandwidth requirement of the proposed application with adequate buffers to maintain the response time given in section 10 during peak hours._ For sizing the bandwidth for other 3rd party applications, the Principle Bidder to assume one user per branch and the bandwidth requirement for all these other 3rd party applications (e.g., HRMS, Fixed Assets, Inspection etc.) is taken at the maximum of all the 3rd party applications requirement per user per branch._ The details and requirements of Firewall, IDS, Virus Protection, Proxy level and any other required security must be defined to ensure complete security of transactions across the network._ ISDN fallback router should be separate from the core router. Bandwidth sizing for IP Telephony should be done while considering its use during business hours also. The bandwidth requirement for legacy application is 5Kbps. This is per Branch, irrespective of the size of the Branch. IPSEC overheads must be provisioned for while calculating the Bandwidth requirements per Branch. The links can be routed through separate exchanges of one provider, in case two Service Providers are not available._ Network Bandwidth Sizing Methodology document must be also be provided. Network equipments and products must be compliant to

IP V6 support with immediate effect. The Principle Bidder proposal must provide detailed layout and drawings for required LAN/Data Cabling needs at various levels such as DataCentre, DRC and all branches Application Software The bank seeks a strong, scalable, secure and the latest software to meet its current as well as future requirements. Such a product needs to include retail, corporate and other modules in order to support the most sophisticated delivery channels including electronic delivery channels. The Bank intends to acquire Corporate License for Centralised Banking Solution. The product proposed must be parameterized as well as customized to meet the specific requirements according to bank. It must include adequate inbuilt security as well as sufficient audit logs to maintain historical footprint of transactions performed by various users. The software needs to be user friendly and flexible. Moreover, the software should support Business Process Reengineering concepts. The Bank reserves the right to audit software provided by the Principle Bidder via external agencies. It would be the Principle Bidders responsibility to include the recommendations (if any) of the audit agency in their solution at no extra cost. Any Statutory requirements or amendments directed by the Government, RBI and any other regulatory body must be incorporated in all the softwares provided by the Principle Bidder under Warranty/AMC etc. at no extra cost. Facility Management While bidding for providing facilities management services to the Bank the Principle Bidder needs to consider that all the solutions provided by the Principle Bidder by way of this RFP should come with 3 (Three) year free Product warranty and 3 (Three) year onsite free service warranty and are expected to be on AMC thereafter for 4 years which will be included under FM. Maintain the IT infrastructure for all the components discussed in this RFP. The Bank expects the facilities management function to be carried out from the Banks premises. The detailed requirements for Facilities Management are provided in Section 9. The Principle Bidder needs to offer a 2 seater Centralised Help Desk and arrange Support Cell at identified Centers/locations to assist project implementation. For the Centralised Help Desk and help desk, the Principle Bidder is responsible for offering full-time engineers for trouble-shooting during complete period of the contract. In case the Principle Bidder proposes Support Cells at identified centres, the Principle Bidder will have to offer fulltime engineers trained in all

the software, RDBMS and OS aspects. They must be able to help the users. The requirement of any kind of Hardware, Software, and Networking etc. for the centralized help desk and / or Support cells should be provided. Project Timelines Branch Implementation: The 1 branch and 1 extension counter, as per clause have been selected The first 2(1+1) pilot branches should be implemented within 2 months of the issue of Purchase Order by the bank to the selected Principle Bidder.. Delivery Channels Deployment: All the delivery channels as mentioned in Form 8, should be deployed within the pilot implementation phase. It is expected that all the customers of the pilot branch mentioned above would be able to utilize all the delivery channels by the end of the pilot implementation phase. Interface Building: All interfaces as required by the bank should be developed and successfully implemented by the end of the pilot implementation Phase Testing: For the pilot implementation branch to be completed, all the testing including Computer Room Pilot and User Acceptance Testing should be completed. It will be the Principle Bidders responsibility to create the testing environment for the banks employees to do the testing and the Principle Bidder will be required to assist the Bank in the entire testing phase. The testing environment should at all times support 25concurrent

users. The Principle Bidder needs to provide separate test environment for CBS, Delivery Channels and other Software being a part of the solution to be provided by the Principle Bidder. The bank will not provide any desktops for the Principle Bidder personnel.
Bank Wide Area Network: The Bank expects the network implementation of the BWAN to be split into 2 phases. Phase I of the network implementation should be completed within 2 months of issue of the Purchase Order. The rollout of the network implementation should also be in line with the branch roll out. DC & DRC: The equipment in the DC should be deployed within 2 months from the date the Purchase Order is issued. The DRC site should be made available for implementing within 3months from the date of the DC going live and functional. Facilities Management:

The Bank expects the Principle Bidder to provide all the services mentioned in the facilities management document section 9, the day the first pilot branches is successfully implemented. Help desk The help desk should be fully functional from the day the first pilot branch is successfully implemented. The Bank expects every new branch / office being migrated to the centralised-banking solution or being networked to be able to utilize the services of the helpdesk ..2 Roll Out Plan: The Principle Bidder needs to roll out the network and the CBS as specified in the RFP floated by the bank. However the Bank reserves the exclusive right to change any of the branches mentioned in Annexure A and CBS branches as specified in the tender document at any point in time. Further it is assumed that any new branch opened by the Bank would be networked and would also be on the CBS, and would utilize all the delivery channels. CBS Implementation: The Bank envisages implementing CBS in phases as under: Pilot within 2 months from the date of issue of the Purchase Order. Rest all branches within 6 months from the date of issue of purchase order. Order The Bank expects that all the customers of every new branch being migrated to the core-banking solution should be able to utilize all the delivery channels and any new branch opened by the Bank is also expected to directly operate on the proposed CBS, Trade Finance module and all delivery channels.. Implementation & Roll out Plan in a nutshell: Table # 1 Time of completion 2 +6 = 8 months from the date of issue of purchase order The bank envisions that the 3rd Party software should be implemented according to the following table:S. No. Software Implementation start after no. of CBS branches 1 HRMS After

completion of pilot and complete within 4 months 2.AML After completion of pilot and complete within 4 months 3. Cash Management After completion of pilot and complete within 6 months 4. Inspection After 5 branches and complete within 6 months Fixed Asset After 10 branches and complete within 6 months. Inspection After 11+ 4 branches and extension counters and complete within 6 months.

Evaluation Methodology EVALUATION AND COMPARISON OF BIDS: The aim of the entire evaluation exercise is to arrive at the most suitable solution that meets the Banks needs. The cycle will also allow the Bank to choose a Principle Bidder that can implement the proposed solution in an effective, efficient manner, and within the specified time frame, as well as offer comprehensive service and upgrades, when required. Only those bids, which have been determined to be substantially responsive and meet the eligibility criteria and are complete in all respects, will proceed to the stage of being fully evaluated and compared. The evaluation would cover all aspects including the Application Software, hardware, etc. While evaluating the bid, major focus would be given to the application software, their functionalities and the installation base for the same. The criteria for evaluation includes among others, the installed base, functionalities of the system, scalability, customization security features, support, the technology involved, documentation offered, ease of implementation, reputation and experience of the Vendors in consortium .This is an indicative list, and the Bank is not liable to disclose either the criteria or the evaluation report/reasoning to the Principle Bidder(s). The evaluation procedures to be adopted for Application Software, Operating System, RDMBS and hardware will be the sole discretion of the Bank. The Bank will first evaluate the Technical Bids and technically qualified bids would be short listed for further evaluation. Commercial bids will be opened for only those Principle Bidders who have been short listed. Various steps involved are detailed below. The Banks authorized groups/individuals will have the ultimate right to make the final decision. Evaluation of Eligibility Criteria The Principle Bidder needs to comply with all the eligibility criteria mentioned below. Non-compliance to any of these criteria would result in outright rejection of the Principle Bidders proposal. The Principle Bidder is expected to provide proof for each of the points for eligibility evaluation. The proof provided has to be in line with the details mentioned. Any credential detail mentioned and not accompanied by relevant proof documents from the bidder will not be considered for evaluation. All credential letters should be appropriately bound, labeled and segregated in the respective areas. There is no restriction on the number of credentials a Principle Bidder can provide. The criteria for eligibility evaluation are: The Principle Bidder should have proper service Support setup in Jammu and Kashmir. Details to be provided with proof. The Principle Bidders must be the original supplier of Application software, hardware, system software, networking equipment or their authorized resellers or should have a tie up with different agencies/Principle Bidders to provide the total solution (enclose relevant documents). The decision of the Bank would be final and binding on all the Principle Bidders to this

document. The Bank may accept or reject an offer without assigning any reason what so ever. Evaluation of Technical Bids The initial evaluation of the Technical Bids will be done by the Bank on the basis of Technical Requirements vis--vis products offered analysis in relation to: Completeness of the Technical bid in all respects and availability of all information/details asked for in the RFP. Point to point conformity of the goods offered to the technical requirements provided in the Technical and Functional RFP. Availability of Spare parts in India and After-Sales services for the equipment offered in the bid. Support service infrastructure of the Principle Bidder in relation to Centralized Help Desk and support cell thru an automated tool conforming to the ITIL standards. After the initial evaluation, the selected Bids will be subjected to a more comprehensive evaluation process as mentioned below: Functional RFP Scoring Reponses received in Form 8 would be used for evaluating the Principle Bidder on the functionality being proposed by the Principle Bidder. The Functional Score for each area in Form 8 would be worked out as follows: The Bank has classified each of the requirements as follows: Classification Required Most Critical Value 1 2 Description The requirement is necessary for efficient functioning The requirement must be satisfied in its entirety

The Principle Bidder is expected to provide a score in the Vendor Scores column for each requirement requested for, as per the following table: Vendor Score 0 1 2 Description Can be customised by the time 15 branches are implemented on CBS Can be customized by the end of the Pilot branch. Can be customized before the 1st Branch goes live

3 4 5

Can be customized before the beginning of the UAT Is available as a work around Is available as requested

For each requirement in the RFP a Score would be worked by using the following formula S = BR* VS Where S = Score BR = Bank Rating VS = Vendor Score. The total score of each section of the requirement would be: TS = S Where:TS = Total Score for the section S = Sum of all the derived scores of the section. Each section within the RFP would have an appropriate weight and the weighted score for that section would be as follows: WS=W * S/(BR * 5) Where: WS = Weighted Score for the section W = Weight for the section S = Total of the derived scores of the section BR = Total of Bank Ratings of the section. Technical RFP Verification The Bank would verify the responses received and solution presentation by the Principle Bidders The Bank may require the Principle Bidders to make presentations regarding the various aspects of the proposed solution. This process will also enable the Bank to clear up issues that may be identified from the Principle Bidders response to the RFP. All expenses for such presentations will have to be borne by the Principle Bidders. Product Walkthrough This process requires the Principle Bidders to build a pilot system so that it can be tested by the Bank in real life environment. This will also enable the Bank to understand the solutions features and fit with the proposed architecture, and identify the level of customisation required. Principle Bidders will have to bear the expenses involved in such an exercise. Reference Site Visit Citizen`s co-operative bank requires the Principle Bidders to provide at least one reference site in a similar environment, where the proposed solution has been installed. The Bank may contact the users to gain information about the solution. Principle Bidders will need to arrange for visits to the reference sites on the Banks request if desired by the bank or its consultants. Evaluation of Commercial Bids

The Commercial Bids of only technically qualified Principle Bidders will be opened and evaluated by Citizen`s co-operative bank and the evaluation will take into account the following factors: The commercial bid would be evaluated based on a Total Cost of Ownership (TCO) basis. The key considerations of the TCO would be the total payouts, discounted at 10% to arrive at the present value of the future cash flows. Any further infrastructure or hardware required to meet the performance criteria of the Bank as stated in the RFP, during the tenure of the project, would be at the cost of the Principle Bidder. Again, any further bandwidth required to meet the performance criteria of the Bank as stated in the RFP, during the tenure of the project, would be at the cost of the Principle Bidder. All evaluated bids will be compared among themselves to determine the lowest evaluated Bid. The prevailing Purchase preference policy of Government of India for Public Sector Enterprises (PSE) will be applicable. Preference will be given to PSEs at the lowest acceptable price. The Principle Bidder will be solely responsible for complying with any applicable Export / Import Regulations. The Bank will no way be responsible for any deemed Export benefit that may be available to the Principle Bidder.

TERMS AND CONDITIONS OF CONTRACT (TCC) General The Bank expects the Principle Bidders to adhere to the terms of the RFP and subsequent clarifications issued by the bank and would not like or accept any deviations to the same. If the Principle Bidders have absolutely genuine issues only then should they provide their nature of non compliance to the same in the format provided Form 17. The Bank reserves its right to not to accept such deviations to the RFP terms. The Bank may for convenience enter into arrangements, including tripartite agreements, with third party Principle Bidders (part of the consortium) if required. Unless expressly overridden by the specific agreement to be entered into between the Bank and the Principle Bidder, the RFP shall be the governing document for arrangement between the Bank and the Principle Bidders. 1 DEFINITIONS In this contract, the following terms shall be interpreted as indicated: The Contract means the agreement entered into between the Bank and the Principle Bidder, as recorded in the Contract Form signed by the parties, including all the attachments and appendices thereto and all documents incorporated by reference therein.

 The Contract Price means the price payable to the Principle Bidder under the Contract for the full and proper performance of its contractual obligations. The Goods means all of the equipment, machinery, and/or other materials including peripherals and software, which the Principle Bidder is required to supply to the Bank under the Contract. Services means services ancillary to the supply of the Goods, such as transportation, insurance and any other incidental services, such as site-preparation, installation, commissioning, and provision of technical assistance, training and other obligations of the Principle Bidder covered under the Contract. TCC means the Terms & Conditions of Contract. The Bank means Citizen`s co-operative bank. The Principle Bidder means the firm supplying the Goods under this Contract. The Project Site, where applicable, means the various branches/sites of Citizen`s co-operative bank as mentioned in the of RFP Day means calendar day. 2 STANDARDS The Goods and Services supplied under this Contract shall conform to the standards offered in the bid submitted by the Principle Bidder . BENCHMARKING The Bank is not responsible for any assumptions or judgments made by the Principle Bidders for arriving at any type of sizing or costing. The Bank at all times will benchmark the performance of the Principle Bidder to the RFP documents circulated to the Principle Bidders and the expected service levels as mentioned in these documents. In the event of any deviations from the requirements of these documents, the Principle Bidder must make good the same at no extra costs to the Bank, in order to achieve the desired service levels as well as meeting the requirements of these documents. USE OF CONTRACT DOCUMENTS AND INFORMATION The Principle Bidder shall not, without the Banks prior written consent, disclose the Contract or any provision thereof or any specification, plan, drawing, pattern, sample or information furnished by or on behalf of the Bank in connection therewith, to any person other than a person employed by the Principle Bidder in the performance of the Contract. Disclosure to any such employed person shall be made in confidence & shall extend only so far as may be necessary for purposes of such performance. The Principle Bidder shall not, without the Banks prior written consent, make use of any document or information except for purposes of performing the Contract. Any document, other than the Contract itself, shall remain the property of the Bank and shall be returned (in all copies) to the Bank on completion of

the Principle Bidders performance under the Contract if so required by the Bank.

The Principle Bidder shall permit the Bank to inspect the Principle Bidders accounts and records relating to the performance of the Principle Bidder and to have them audited by auditors appointed by the Bank, if so required by the Bank. INDEMNIFICATION Principle Bidder shall indemnify, protect and save the Bank and hold the Bank harmless from and against all claims, losses, costs, damages, expenses, action suits and other proceedings, (including reasonable attorney fees), relating to or resulting directly or indirectly from (i) an act or omission of the Principle Bidder , its employees, its agents, or employees of the consortium in the performance of the services provided by this contract, (ii) breach of any of the terms of this RFP or breach of any representation or warranty by the Principle Bidder , (iii) use of the deliverables and or services provided by the Principle Bidder , (iv) infringement of any patent, trademarks, copyrights etc. or such other statutory infringements in respect of all components provided to fulfill the scope of this project. Principle Bidder shall further indemnify the Bank against any loss or damage to the Banks premises or property, Banks data, loss of life, etc., due to the acts of the Principle Bidders employees or representatives. The Principle Bidder shall further indemnify the Bank against any loss or damage arising out of loss of data, claims of infringement of third party copyright, patents, or other intellectual property, and third-party claims on the Bank for malfunctioning of the equipment or software or deliverables at all points of time, provided however, (i) the Bank notifies the Principle Bidder in writing in a reasonable time frame on being aware of such claim, (ii) the Principle Bidder has sole control of defense and all related settlement negotiations, (iii) the Bank provides the Principle Bidder with the assistance, information and authority reasonably necessary to perform the above, and (iv) the Bank does not make any statement or comments or representations about the claim without prior written consent of the Principle Bidder , except under due process of law or order of the court. It is clarified that the Principle Bidder shall in no event enter into a settlement, compromise or make any statement (including failure to take appropriate steps) that may be detrimental to the Banks (and/or its customers, users and service providers) rights, interest and reputation. Principle Bidder shall be responsible for any loss of data, loss of life, etc, due to acts of Principle Bidders representatives, and not just arising out of gross negligence or misconduct, etc, as such liabilities pose significant risk.

Principle Bidder should take full responsibility for its and its employees actions. Further, since the Banks data could be integrated/used under Principle Bidder provided software and since the Principle Bidder would be managing the services, the Principle Bidder should be responsible for loss/compromise or damage to Banks data. The Principle Bidders should indemnify the Bank (including its employees, directors or representatives) from and against claims, losses, and liabilities arising from: Non-compliance of the Principle Bidder with Laws / Governmental Requirements IP infringement under any laws including Copyrights Act 1957 & IT Act 2000 Negligence and misconduct of the Principle Bidder , its employees, and agents Breach of any terms of RFP, Representation or Warranty Act or omission in performance of service. Loss of data due to any of the reasons mentioned above Indemnity would be limited to the damages as awarded by arbitrator / court for direct claim and shall exclude indirect, consequential and incidental damages provided that the claims against users and service providers of the Bank and also claim by and against customers would be considered as direct claim. The Principle Bidder shall not indemnify the Bank for o Any loss of profits, revenue, or anticipated savings or o Any consequential or indirect loss or damage caused. In the event that the Bank is called as a defendant for IPR infringement of patent, trademark or industrial design rights arising from use of any of the components of the supplied solution, the Principle Bidder on its own expense, will undertake to defend the Bank. The Principle Bidder must undertake to indemnify that all the components delivered are free of defects, are brand new and original. If at some stage it is discovered that the components do not meet these criteria, the Bank has the right to cancel the order and the Principle Bidder will have to refund the total amount received from the Bank along with the interest and separate penalties. Similar conditions apply to software as well the system software must be licensed and original. SOFTWARE LICENSE AGREEMENTS Once the Principle Bidder mentions the Standard Software required for supporting the operation of the Application Software, the Bank may choose to buy licenses for such standard software. In such case, the Principle

Bidder shall arrange corporate license for all the related software for the Bank. The Bank will acquire all the intellectual property rights to any other systems and software developed or procured particularly for CBS implementation under the contract. 6 PERFORMANCE SECURITY Within thirty (30) days after the Principle Bidders receipt of Notification of Contract Award, the Bidder shall furnish Performance Security to the Bank for an amount of 5% of the contract price for the due and punctual performance and fulfillment of the contract. The Performance Bond may be discharged by the Bank upon being satisfied that there has been due performance of the obligation of the Principle Bidder. The Bank shall notify the Bidder in writing of its invocation of its right to receive such compensation within Fifteen (15) days, indicating the contractual obligation(s) for which the Principle Bidder is in default. The Performance Security will be valid till the end of the warranty period. At the end of the warranty period, the Performance Security will lapse automatically. The proceeds of the performance security shall be payable to the Bank as compensation for any loss resulting from the Principle Bidders failure to complete its obligations under the Contract. The Performance Security shall be denominated in Indian rupees only, and shall be in one of the following forms: a) A bank guarantee issued by a Scheduled Indian Bank b) A bankers cheque / demand draft favoring Citizen`s co-operative bank and payable at Jammu / Call Deposit Receipt. The performance security will be discharged by the Bank and returned to the Principle Bidder not later than 30 days following the date of completion of the Principle Bidders performance obligations, including any warranty obligations. INSPECTION AND TEST The Bank shall have also the right to undertake technical as well as performance evaluation of the proposed Hardware and Networking equipments. The Bank or its representative shall have the right to inspect and/or test the Goods to confirm their conformity to the Contract at no extra cost to the Bank. The Bank shall notify the Principle Bidder in writing, in a timely manner, of the identity of any representatives retained for these purposes. The inspections & tests may be conducted on the premises of the Principle Bidder or its subcontractor(s), at point of delivery and/or at the Goods final destination. If conducted on the premises of the Principle Bidder or its subcontractor(s), all reasonable facilities and assistance, including access to drawings and production data shall be furnished to the inspectors at no charge to the Bank. Pre-Delivery Inspection

The Pre-delivery Inspections and tests will be conducted at the premises of the Principle Bidder . The pre-delivery inspection and testing of the Goods shall be carried out to check whether the Goods are in conformity with the technical specifications and shall be in line with the inspection/test procedures laid down by the Bank. The inspection and testing will be conducted by the Bank, their consultant or other such person nominated by the Bank at its option. Acceptance Test The acceptance / performance test will be performed after completion of installation and commissioning of all the components of the solution at the sites of installation. Complete hardware and Software as specified in the RFP must have been supplied, installed and commissioned properly by the Principle Bidder prior to commencement of the tests. The acceptance test will be conducted by the Bank, their consultant or other such person nominated by the Bank at its option. The acceptance will involve trouble-free operation for seven consecutive days at site. The Principle Bidder will be responsible for setting up and running the acceptance test without any extra cost to the Bank. No malfunction, partial or complete failure of any part of hardware or excessive heating of motors attached to equipment, or any malfunction in the software etc. is expected to occur. The Principle Bidder shall maintain necessary log in respect of the result of the test to establish to the entire satisfaction of the Bank, the successful completion of the test specified. An average uptime of 99.9% in case of equipment for the duration of test period shall be considered as acceptable. The Computers shall also undergo the software diagnostic test to verify the working of various devices. In the event of hardware and software failing to pass the acceptance test, a period not exceeding 4 weeks will be given to rectify the defects and clear the acceptance test, failing which the Bank reserves the right to get the corresponding component replaced by the Principle Bidder at no extra cost to the Bank or to cancel the order and recall all the payments. Successful conduct and conclusion of the acceptance tests for the installed components shall also be the sole responsibility and at the cost of the Principle Bidder The Bank s right to inspect, test and, where necessary, reject the Goods after the Goods arrival at destination shall in no way be limited or waived by reason of the Goods having previously been inspected, tested and passed by the Bank or its representative prior to the shipment of the goods. 8 Acceptance Testing The Bank will carry out the acceptance tests for testing of software, computer hardware and peripherals, system software, network equipment, other equipment and other IT infrastructure supplied by the Principle Bidder as a part of the Centralised Banking Project. The Principle Bidder shall assist the Bank in all acceptance tests to be carried out by the Bank.

The Bank will provide the scope of the acceptance tests to the Principle Bidder prior to performing the tests. A detailed acceptance plan will be created within the framework of the RFP terms. The Principle Bidder shall arrange for the tests at the relevant branches in the presence of the officials of the Bank and / or its consultants. The Principle Bidder should ensure that the tests will involve trouble-free operation of the complete system apart from physical verification and testing and that there shall not be any additional charges payable by the Bank for carrying out this acceptance test. In case of any discrepancy in the hardware / software supplied, the Bank reserves the right to terminate the entire agreement, within a period of 6 months in case the Principle Bidder does not rectify or replace the supplied hardware/software and the Principle Bidder shall take back Principle Bidder equipment at Principle Bidder costs and risks. The Bank has the right to reject the Principle Bidder Supplied Equipment and to seek free replacement or repair of the equipment or defective components thereof till the completion of acceptance test and obtaining final acceptance certificate from the Bank. The Principle Bidder shall ensure that all costs associated with insurance from the date of transfer of title till the final acceptance by the Bank will be borne by the Principle Bidder and the asset insured in the name of the Bank. The Principle Bidder shall provide the insurance certificates for insurance of the Principle Bidder Supplied Equipment to the Bank along with supply of Equipment. Monitoring & Audit Compliance with security best practices may be monitored by periodic computer security audits performed by or on behalf of the Bank. The periodicity of these audits will be decided at the discretion of the Bank. These audits may include, but are not limited to, a review of: access and authorization procedures, physical security controls, backup and recovery procedures, network security controls and program change controls. To the extent that the Bank deems it necessary to carry out a program of inspection and audit to safeguard against threats and hazards to the confidentiality, integrity, and availability of data, the Principle Bidder shall afford the Bank's representatives access to the Principle Bidders facilities, installations, technical resources, operations, documentation, records, databases and personnel. The Principle Bidder must provide the Bank access to various monitoring and performance measurement systems (both manual and automated). The Bank has the right to get the monitoring and performance measurement systems (both manual and automated) audited without prior approval / notice to the Principle Bidder. The periodicity of this Security Audit shall be quarterly. Manuals and Drawings

Before the goods and equipment are taken over by the Bank , the Principle Bidder shall supply operation and maintenance manuals together with drawings of the goods and equipment built. These shall be in such details as will enable the Bank to operate, maintain, adjust and repair all parts of the works as stated in the specifications. ii) The manuals and drawings shall be in the ruling language (English) and in such form and numbers as stated in the contract. iii) Unless and otherwise agreed, the goods and equipment shall not be considered to be completed for the purposes of taking over until such manuals and drawings have been supplied to the Bank . 11 For the System & Any Other Software, the following will apply i) The Bank reserves the right to review the user / technical documentation of the proposed softwares to verify compliance with the technical specifications included in the RFP. The Principle Bidder shall provide complete and legal documentation of hardware, all subsystems, operating systems, compiler, system software and the other software. The Principle Bidder shall also provide licensed software for all software products, whether developed by it or acquired from others. The Principle Bidder shall also indemnify the Bank against any levies/penalties on account of any default in this regard. Acceptance Certificate On successful completion of acceptability test, receipt of deliverables etc. for the equipment and after the Bank is satisfied with the working on the system, the acceptance certificate signed by the Principle Bidder and the representative of the Bank will be issued. The date on which such certificate is signed shall be deemed to be the date of acceptance of the system. Visitorial Rights The Bank reserves the right to visit any of the Principle Bidders premises without prior notice to ensure that data provided by the Bank is not misused. Customisation Process The Principle Bidder shall ensure that all the softwares provided as a part of the Core Banking Project meets all the requirements of the bank in the RFP, in order to carry out all such customisation or development work as may be required by the Bank at no additional License Charge or Fees or

Expenses. The Principle Bidder shall provide all the reports as per the requirements of the Bank. The precise scope of the customisation and development work to be undertaken by the Principle Bidder shall be as per the requirements of the Bank as per the Form 8. The Principle Bidder shall carry out all the customisation related work at the Banks premises or

offsite in case the customisation cannot be carried out at the Bank premises. The Bank shall be a party to the Functional Specifications requirement sign-off, User acceptance test, User acceptance test sign-off, Installation sign-off and Implementation sign-off. The Principle Bidder shall install and commission the software for customisation and User Acceptance Test as per Project Plan to be agreed with the Bank failing which the Principle Bidder shall be liable to pay the Bank penalty to be defined as per the Service Level Definitions. The Principle Bidder shall provide all tools, testing instruments, drivers, consumables, etc. required to install and customise and test the software free of any fees or charges or any expenses. The Principle Bidder shall document and submit to the Bank all the testing activities, procedures and results. The Principle Bidder shall be required to ensure that the software provides interfaces to the other application systems at the Bank and delivery channels at no additional cost or fees or charges or expenses. The Principle Bidder shall provide the Bank weekly progress report on the bugs/problems reported/points taken up with schedule of date of reporting, date of resolving, and status for all kind of bugs and problems whether reported by branch/ central office/ Administrative office or Principle Bidder staff. In case of disputes relating to resolution of problem relating to any site, the Principle Bidder is required to send the copy of call report pertaining to each visit of each of the engineer to the said site indicating the purpose of call, when called, when visited, when problem was resolved, how resolved, etc. Installation and Implementation: The Principle Bidder needs to ensure that the scope of work for implementation of all the software includes creating master data at the Data Centre of the Bank by downloading from existing systems namely migration of data as a part of CBS, functional requirements specifications study, data conversion, live cut-over, customisation, configuration, installation, implementation and integration of the software. The precise nature and scope of the activities and functions to be undertaken for installation and implementation of the licensed software have been detailed and set out in this RFP document. Ownership, Grant and Delivery The Principle Bidder shall procure and provide a non-exclusive, nontransferable, perpetual license to the Bank for all the software to be provided as a part of this project. The Bank can use the software at any of its branches and locations without restriction and use of software by service providers on behalf of the Bank would be considered as use thereof by the Bank and the software should be assignable/transferable to any successor entity of the Bank. The license shall specifically include right as under: To use the executable code version of the Software and all Enhancements, Updates and New Versions made available from time to time solely for business operations of the Bank;

 To use the Program Documentation for purposes of installing or operating the Programs and supporting the use of the Software by the Bank; To use the technical Training Materials for purposes of supporting Users. To copy the Software that operates on server systems to support the maximum number of Users. To make additional copies of the Program Material for archival, emergency back-up, testing, or disaster recovery purposes. To copy the Program Documentation to support its Users. To work with other Application Software packages at the Bank as interface. To allow other application software packages at the Bank to work as interfaces to the Software. If such interfacing requires any modification or change to the Software, such modification or change has to be carried out by the Principle Bidder free of any additional License charge or fees or expenses. Delivery: The Principle Bidder, at the time of installation shall deliver to the Bank required copies of the object code version of the Software and the associated Program Documentation including operation manual and training material. The Principle Bidder, after customisation shall deliver to the Bank required copies of the object code version of the customised Software and the associated Program Documentation including operation manual and training material. The Principle Bidder, after modifications, updates or new versions shall deliver to the Bank required copies of the revised object code version of the latest Software and the revised associated Program Documentation including operation manual and training material. The Program Documentation shall consist of required number of User Manuals per branch/service centre/ office/ extension counter, Data Centre and Disaster Recovery Centre. The program documentation shall be supplied by the Principle Bidder to the Bank both in hard copy form except where hard copies are not available and soft copy form (MS word format and HTML Browser format). The operational manual shall be provided by the Principle Bidder under help menu in the software as dynamic online documentation / help files, wherever applicable. The object code version of the Software, executables and required run-time files shall be on Compact Disc or on any such media as desired by the Bank as may be applicable. Rights:The Principle Bidder shall ensure that the equipment (including hardware and software) does not infringe third party intellectual property rights. If the a third party's claim endangers or disrupts the Banks use of the software,

the Principle Bidder shall be required to, at no further expense, charge, fees or costs to the Bank, Obtain a license so that the Bank may continue use of the equipment in accordance with the terms of this RFP and the licence agreement; or Modify the equipment without affecting the functionality in any manner so as to avoid the infringement; or Replace the equipment with a compatible, functionally equivalent and non-infringing product; or Refund to the Bank the amount paid for the infringing software and bear the incremental costs of procuring a functionally equivalent equipment from a third party, provided the option under the sub clause shall be exercised by the Bank in the event of the failure of the Principle Bidder to provide effective remedy under option within a reasonable period which would not affect thenormal functioning of the Bank. DELIVERY AND DOCUMENTS:

It is the Principle Bidders responsibility to deliver all the components at the site within the time frame of specified by the Principle Bidder in its bid and install and integrate the same within the time frame specified in the bid. Completeness of the Project The project will be deemed as incomplete if the desired objectives of the project of this document are not achieved. In specific, if the system is unable to facilitate the CBS processes supported by various modules, then the implementation will be deemed as incomplete. The Principle Bidder represents that the proposed software solution and its documentation and/or use of the same by the Bank shall not violate or infringe the rights of any third party or the laws or regulations under any governmental or judicial authority. The Principle Bidder further represents that the documentation to be provided to the Bank shall contain a complete and accurate description of the software, hardware and other materials and services (as applicable), and shall be prepared and maintained in accordance with the highest industry standards. The Principle Bidder represents and undertakes to obtain and maintain validity throughout the project, of all appropriate registrations permissions and approvals, which are statutorily required to be obtained by the Principle Bidder for performance of the obligations of the Principle Bidder . The Principle Bidder further undertakes to inform and assist the Bank for procuring any registrations, permissions or approvals, which may at any time during the Contract Period be statutorily required to be obtained by the Bank for availing services from the Principle Bidder .

The Bank and the Principle Bidder covenants and represents to the other Party the following: It is duly incorporated, validly existing and in good standing as per the laws of the state in which such Party is incorporated. It has the corporate power and authority to enter into Agreements and perform its obligations hereunder. The execution, delivery and performance of terms and conditions under Agreements by such Party and the performance of its obligations there under are duly authorized and approved by all necessary action and no other action on the part of such Party is necessary to authorize the execution, delivery and performance under an Agreement. The execution, delivery and performance under an Agreement by such Party: Will not violate or contravene any provision of its documents of incorporation; Will not violate or contravene any law, statute, rule, regulation, licensing requirement, order, writ, injunction or decree of any court, governmental instrumentality or other regulatory, governmental or public body, agency or authority by which it is bound or by which any of its properties or assets are bound; Except to the extent that the same have been duly and properly completed or obtained, will not require any filing with, or permit, consent or approval of or license from, or the giving of any notice to, any court, governmental instrumentality or other regulatory, governmental or public body, agency or authority, joint venture party, or any other entity or person whatsoever; To the best of its knowledge, after reasonable investigation, no representation or warranty by such Party in this RFP, and no document furnished or to be furnished to the other Party to this RFP, or in connection herewith or with the transactions contemplated hereby, contains or will contain any untrue or misleading statement or omits or will omit any fact necessary to make the statements contained herein or therein, in light of the circumstances under which made, not misleading. There have been no events or transactions, or facts or information which has come to, or upon reasonable diligence, should have come to the attention of such Party and which have not been disclosed herein or in a schedule hereto, having a direct impact on the transactions contemplated hereunder. Product Benchmark Certificate 1. It is mandatory for the Principle Bidder to submit along with the technical bid, a copy of the certified benchmark results for the purpose of this project, incorporating the proposed technology architecture and estimated capacity of the solution offered in meeting the Banks requirements with consideration for future scalability. Non-availability of certification may lead to disqualification from the further evaluation process. this is for evaluation purposes, and the final Principle Bidder will have to do a benchmark on the hardware quoted for the necessary requirements before acceptance of the same by the bank. For Hardware Sizing:

 The Principle Bidders need to consider vertical and horizontal scalability as the suggested hardware needs to scale for 25 incremental branches on the same hardware with additional processors, memory etc. For the sizing of these incremental branches the Principle Bidders should consider the growth in business volumes in these branches from the day the 1st branch goes live on the CBS application.

For sizing purposes, empirical third party reports / evidence would be required in the form of benchmarks on that class of hardware with the suggested processors for the suggested core banking solution to accept the hardware sizing calculations.23 Secured product report It is mandatory for the Principle Bidder to submit along with the technical bid, a copy of the certified security code assessment of the proposed centralised banking and its delivery channel applications & database for the purpose of this project, in meeting the Banks security requirements. The Principle Bidder should provide the report stating the proposed CBS solution and its Delivery Channels is secured. This would include denying access to unauthorized users, denying access to functions that have not been given access to etc. This assessment should have been done by an independent and reputed agency. Incase the proposed CBS is undergoing a security code assessment, the Principle Bidder should submit a letter stating the name of the agency responsible for the assessment. In the case of a Consortium, the following rules will be applicable: Once a consortium has been formed and submitted in response to this tender by the Principle Bidder as a part of the technical bid it cannot be changed. The Principle Bidder is responsible for managing the activities of its personnel or the personnel of its subcontractors/franchisees and will be accountable for both. The Principle Bidder shall be vicariously liable for any acts, deeds or things done by their employees, agents, contractors, subcontractors etc. which is outside these cope of power vested or instructions issued by the Bank. Principle Bidder shall be the principal employer of the employees, agents, contractors, subcontractors etc. engaged by Principle Bidder and shall be vicariously liable for all the acts, deeds or things, whether the same is within the scope of power or outside the scope of power, vested under the purchase contract to be issued for this RFP. No right of any employment shall accrue or arise, by virtue of

engagement of employees, agents, contractors, subcontractors etc. by the Principle Bidder , for any assignment under the purchase contract to be issued for this RFP. All remuneration, claims, wages, dues etc. of such employees, agents, contractors, subcontractors etc. of Principle Bidder shall be paid by Principle Bidder alone and the Bank shall not have any direct or indirect liability or obligation, to pay any charges, claims or wages of any of Principle Bidders employee, agents, contractors, and subcontractors.

INSURANCE
The Principle Bidder is responsible for acquiring insurance for all components, equipment and software. The goods supplied under the Contract shall be fully insured in Indian Rupees naming the Bank as the beneficiary. The insurance shall be for an amount equal to 110% of the value of the goods from warehouse to Final Destination on All Risks basis including War Risks and Strike clauses valid for a period not less than3 months after installation and commissioning and issue of acceptance certificate by the Bank. Should any loss or damage occur, the Principle Bidder shall a) initiate and pursue claim till settlement, and b) promptly make arrangements for repair and/or replacement of any damaged item/s irrespective of settlement of claim by the underwriters.

INCIDENTAL SERVICES
The Principle Bidder will be required to provide the following services. The cost shall be included in the contract price. Performance of on-site assembly and start-up of the supplied equipment, operating system & related software; Installation of the equipments; Furnishing of appropriate equipment, system design and programming services required for development and/or maintenance of the supplied Goods; Furnishing of a detailed operations and maintenance manual for each appropriate unit of the supplied goods and equipment; Performance or maintenance & repair and software updates of the supplied Goods; for four years after the end of warranty period, provided that this service shall not relieve the Principle Bidder of any Warranty obligations under this Contract;

 Providing adequate support for anti-virus, which includes installation of anti-virus software, maintaining and updating, whenever necessary during warranty and AMC period; and Providing residential support during the warranty period. Conduct of training of the Banks personnel at the Principle Bidders office, installation site or external site acceptable to the Bank at the cost of the Principle Bidder. The training should be conducted as specified in the RFP.

SPARE PARTS
The Principle Bidder will make the spare parts for the systems available for a minimum period of seven years from the time of acceptance of the system. Thereafter, Principle Bidder will give at least twelve-month notice prior to discontinuation of support services, so that Citizen`s co-operative bank may order its requirements of the spares, if it so desires. If any of the peripherals, components like hard disk, CPU, Memory etc. is not available or difficult to procure or the procurement is likely to be delayed for replacement, the replacement shall be carried out with state of the art technology equipment of equivalent capacity or higher capacity at no additional charges to the Bank.

Hardware Utilization:
The Principle Bidder is expected to conduct Hardware sizing based on the information provided in this RFP for implementing the solution in the identified 17 locations and Citizens` ,, Data Centre & Disaster Recovery Centre & Intermediate site with horizontal and vertical scalability to 25 branches. At any point in time during the contract period, for these locations, the CPU utilization should not exceed 70% nor should the Hard Disk utilization exceed 70% at the data centre. In case the above requirement is not met, the additional hardware would have to be provided by the Principle Bidder at no further cost. 28 Network Utilization: The Principle Bidder is expected to conduct Network sizing based on the information provided in the RFP for connecting branches/,/HO to DC & DRC and connecting DC to DRC. At any point in time, during the contract period, the bandwidth utilization should not exceed 70%. In case the above does not meet the Banks requirements of response time, number of concurrent users, network utilization and Transactions Per Second then the additional bandwidth would have to be provided by the Principle

Bidder at no further cost to the Bank. The bandwidth between the DC and DRC should be capable of handling a minimum of 20% of the normal traffic, the same should be provided by the Principle Bidder at no additional cost to the bank. The

Principle Bidder must ensure that the ISDN service provider and the Leased line provider are separate entities for; each branch (in case feasible) If they are not offered from separate entities they should be linked through separate exchanges to ensure continuity in the event one provider or exchange are down. In case the individual leased line is not available as specified in the Service Level Definitions, the ISDN charges pertaining to such link shall be borne by the Principle Bidder.

Technological Advancements
The Principle Bidder shall take reasonable and suitable action, taking into account economic circumstances, at mutually agreed increase / decrease in charges, and the Service Levels, to provide the Services to the Bank at a technological level that will enable the Bank to take advantage of technological advancement in the industry from time to time. 30 Guarantees Principle Bidder should guarantee that the software and allied components used to service the Bank are licensed and legal. All hardware and software must be supplied with their original and complete printed documentation.

WARRANTY
The Principle Bidder warrants that the Goods supplied under the Contract are new, unused, of the most recent or current models and incorporate all recent improvements in design and materials unless provided otherwise in the Contract. The Principle Bidder further warrants that all the Goods supplied under this Contract shall have no defect arising from design, materials or workmanship (except when the design and/or material is required by the Bank s Specifications) or from any act or omission of the Principle Bidder , that may develop under normal use of the supplied Goods in the conditions prevailing at the final destination. The Principle Bidder shall provide on-site warranty of all components of Hardware, Software and Networking Equipments for a period of thirty six (36) months from the date of acceptance and shall be

responsible for any bug removal in the Software, any defect in hardware and networking equipments or deficiency in functionality. During the Warranty period, the Principle Bidder will have to undertake system maintenance and replacement or repair of defective parts or systems. The Bank shall promptly notify the Principle Bidder in writing of any claims arising under this warranty. Upon receipt of such notice the Principle Bidder shall, within 24 hours repair or replace the defective goods or parts thereof, without any cost to the Bank. If the Principle Bidder, having been notified, fails to remedy the defect(s) within a reasonable period as specified above, the Bank may proceed to take such remedial action as may be necessary, at the Principle Bidders risk and expense and without prejudice to any other rights which the Bank may have against the Principle Bidder under the Contract. The Principle Bidder must provide the following warranties: The equipment proposed is complete in every way. The hardware / software specification, capabilities and performance characteristics are as stated in the Principle Bidders proposal and accompanying documentation. The Principle Bidder will offer the Bank all technological updates, cost reductions and facilities, which are offered to other clients during the contract tenure.

Hardware Failure
The Principle Bidder needs to replace any component, which fails more than two times within a quarter. This must be done free of charge.

TERMS OF PAYMENT:
The Principle Bidder must accept the payment terms proposed by the Bank. The financial bid submitted by the Principle Bidder must be in conformity with the payment terms proposed by the Bank. Any deviation from the proposed payment terms would not be accepted. The Bank shall have the right to withhold any payment due to the Principle Bidder , in case of delays or defaults on the part of the Principle Bidder . Such withholding of payment shall not amount to a default on the part of the Bank. The scope of work is divided into 5 different areas and the payment would be linked to delivery and acceptance of each area as explained below:

CBS: The payment terms need to be read in conjunction with the price bid: CBS application software costs: 15% of the contract amount on Agreement Signoff 75% of the contract amount on successful implementation of pilot branches. 10% of the contract amount on successful implementation of all branches. Trade Finance Solution software costs: 15% of the contract amount on Agreement Signoff. 25% of the contract amount on successful implementation of pilot branches. 60% of the contract amount on successful implementation of 15 branches Application software costs for Internet Banking Delivery channel: 70 % of the contract amount, for Internet Banking, would be payable on successful implementation of Internet Banking delivery channel and customers of branches where the CBS has been implemented can utilize the internet banking delivery channel; and The balance 30 % of the contract amount, would be payable on completion of 3 months from the date of successful implementation of the internet banking delivery channel. Application software costs for Phone banking delivery channel: 70 % of the contract amount, for Phone Banking, would be payable on successful implementation of phone banking delivery channel and customers of branches where the CBS has been implemented can utilize the phone banking delivery channel; and The balance 30 % of the contract amount, would be payable on completion of 3 months from the date of successful implementation of the phone banking delivery channel. Application software costs for Mobile banking (SMS/WAP)delivery channel:

 70 % of the contract amount, for Mobile Banking (SMS/WAP),would be payable on successful implementation of mobile banking delivery channel and customers of branches where the CBS has been implemented can utilize the mobile banking(SMS/WAP) delivery channel; and The balance 30 % of the contract amount, would be payable on completion of 3 months from the date of successful implementation of the mobile banking (SMS/WAP) delivery channel. 3rd Party Software:- The cost for all other software such as ,, Fixed Asset, Inspection, HRMS & Cash Management to be provided by the Principle Bidder as a part of the proposed solution shall be paid as follows; 70 % of the contract amount, of such software, will be payable on successful implementation of the said software and acceptance at the all branches and The balance 30 % of the software cost, will be payable on completion of 3 months from the date of successful implementation of the said software.

Hardware Costs: Hardware Costs (DC & DRC for CBS, Trade
Finance & Delivery Channels): Kindly note that the Principle Bidder needs to quote for fully loaded hardware compassing the specified branches on the CBS. The Principle Bidder will provide and install only the hardware required at that particular point in time based on the speed of the roll out and the payment would be released only for the hardware installed. As and when the balance hardware is required the Principle Bidder would have to provide the same and the payment would be released after re-negotiations in case of price reductions for such hardware. The Principle Bidder agrees that in case the price/cost for hardware at the time of implementation is less than the price quoted for the project in response to this RFP/final negotiation, then such saving in cost by the Principle Bidder shall be passed on to the Bank. Bank would also want that any benefit accruing to the Principle Bidder as a result of decrease in costs of all equipment delivered as a part of this RFP should also be passed on to the Bank. 25% of the hardware costs for (DC & DRC for CBS, Trade Finance & Delivery Channels) will be paid in advance on contract signing. 75% of the delivered hardware cost would be payable on delivery and pre delivery inspection of the hardware at the DC &DRC

respectively or on completion of one month from the date of placing the order, whichever is later; (DC & DRC): 90% of cost for Software would be payable on delivery of the hardware and balance on successful installation. In case of hosted solution the payment Terms would be Quarterly Advance.

Customisation:
The cost of customisation for items marked as 4 would be payable on successful implementation of all the items marked as 4; in Form 8 -Functional RFP. The cost of customisation for items marked as 3 would be payable on successful implementation of all the items marked as 3; in Form 8 -Functional RFP. The cost of customisation for items marked as 2 would be payable on successful implementation of all the items marked as 2; in Form 8 -Functional RFP and The cost of customisation for items marked as 1 would be payable on successful implementation of all the items marked as 1 in Form 8 -Functional RFP. The cost of customisation for items marked as 0 would be payable on successful implementation of all the items marked as 0 in Form 8 -Functional RFP. Items marked as "4","3","2","1","0" refer to items in Form 8 Functional RFP. The cost of customisation of gaps identified during product demonstration, functional requirements specifications study, system testing, user acceptance testing, business process reengineering and pilot branch implementation should be included by the Principle Bidder as Implementation costs. The Bank will not pay the Principle Bidder any additional charges at a later date for all such customizations. The Principle Bidder shall take up all such functionality as required by the Bank on a priority basis even though the Principle Bidder is supposed to provide for the same at a later date as per its response in the Form 8 and till such time the functionality is not provided for the Principle Bidder will suggest a suitable workaround for the same. The Bank will not pay the Principle Bidder any additional charges for such customization requests. The workaround provided by the Principle Bidder may be acceptable to the bank as a temporary solution but the bank may still insist on a particular functionality to be made available as a regular feature of the software in which case the Bank shall decide the priority.

Implementation:
10% of the Contract amount, for pilot implementation, would be payable on successful completion of systems specifications definition phase or on completion of 1 month from the date of placing the order, whichever is later; 15% of the contract amount, for pilot implementation, would be payable on successful completion of the customisation and testing phase or on completion of 3 months from the date of placing the order, whichever is later; 50 % of the contract amount, for pilot implementation, would be payable on successful implementation of the CBS (including trade finance, internet banking, phone banking and mobile banking delivery channels.) in each of the all branches; and The balance 25 % of the contract amount, for pilot implementation, would be payable on completion of 3 months from the date of successful implementation of the CBS(including trade finance, internet banking, phone banking and mobile banking delivery channels.) .

Training Costs:
100 % of the contract amount, for core team training, would be payable on successful completion of the training phase for the entire core team; All other trainings will be paid monthly at the end of the month in which the training is completed. Training cost for any ad hoc training requested by the Bank would be payable on successful completion of the training.

Wide Area Network

Network Component Cost: 75 % of the component cost for the Wide Area Network, would be payable on delivery and inspection of the components at the Bank site; and The balance 25 % of the component cost for the Wide Area Network, would be payable monthly, at the end of the month, on successfully connecting branches / offices for the branches /offices connected during the month.

Security Products:
75 % of the contract amount, for Security products would be payable on delivery and inspection of the applications and hardware for Security products at the Bank site;

25 % of the contract amount, for Security products would be payable on successful implementation of Security products;

Disaster Recovery Centre (DRC):

75 % of the contract value, for the DRC, would be payable on successful completion of Site Preparation for the DRC or on successful installation & commissioning of hardware and network infrastructure in the DRC, whichever is later. The data centre build will be billed at actual. The payments will be made on actual measurement and equipment inspection by the Bank. Site preparation is defined as the site which is fully inspected by the bank after completion of implementation of the data centre / DR site build; and Balance 25 % of the contract value, for the DRC, would be payable on completion of 3 months from the date of successful completion of Site Preparation for the DRC or successful installation & commissioning of hardware and network infrastructure whichever is later. In case of Hosted Solution the payment Terms would be Quarterly in Advance.

Facilities Management:
Facilities Management Charge: The annual amount to be paid towards facilities management would be divided into 4 equal instalments, to be paid quarterly at the end of each quarter. The first quarter would begin from the date of completion of successful implementation of the 1st Pilot branch for the facilities being managed by the Principle Bidder. The quote needs to factor the infrastructure under warranty and which therefore would not warrant a facilities management charge. Infrastructure includes existing network equipment, which the Principle Bidder may re-use, and equipment procured as part of this RFP.

Fees for deploying Helpdesk & Customer Help desk Agents:

One Time charges if any will be paid at the time of deploying of the software. The recurring fees shall be paid quarterly in advance. The fees for deploying Helpdesk & Customer Help desk Agents would be payable monthly, at the end of the month, on actuals, as per the bill submitted by the Principle Bidder . The help desk agents need to

know the functionality and operations of the CBS and other solutions to interact with the customers appropriately.

Branch Hardware & Peripherals:

10% of the branch hardware and peripherals will be paid by the bank in advance on contract signing. 70% of the branch hardware and peripherals will be paid by the Bank at the end of the month in which the hardware was successfully installed and commissioned and accepted by the Bank Balance 20% of the branch hardware and peripherals will be paid on completion of 3 months from the date of successful acceptance of the hardware by the bank. .

PRICES
Once a contract price is arrived at the same must remain firm and must not be subject to escalation during the performance of the contract due to, change in the duty/tax structure, changes in costs related to the materials and labour or other components or for any other reason. The Bank will not be liable for changes in taxes or duties escalations during the contract term. However, the entire benefits/advantages arising out of fall in prices, taxes, duties or any other reason, must be passed on to the Bank without the Bank specifically asking for it. If any such change causes an increase or decrease in the cost of, or the time required for, the Principle Bidders performance of any provisions under the Contract, an equitable adjustment shall be made in the Contract Price or delivery schedule or both and the Contract shall accordingly be amended. Any claims by the Principle Bidder for adjustment under this clause must be asserted within thirty (30) days from the date of the Principle Bidders receipt of the Bank s change order.

CONTRACT AMENDMENT
Subject to Change Orders mentioned above, no variation in or modification of the terms of the Contract shall be made except by written amendment signed by the parties. ASSIGNMENT The Principle Bidder shall not assign, in whole or in part, its obligations to perform under the Contract, except with the Banks prior written consent. Assignment Bank may assign the Core Banking Project and the solution and services provided therein by the Principle Bidder in whole or as part of a corporate reorganization,

consolidation, merger, or sale of substantially all of its assets. The Bank shall have the right to assign such portion of the facilities management services to any of the sub contractors, at its sole option, upon the occurrence of the following: (i)Principle Bidder refuses to perform; (ii) Principle Bidder is unable to perform; (iii)termination of the contract with the Principle Bidder for any reason whatsoever; (iv) Expiry of the contract. Such right shall be without prejudice to the rights

and remedies, which the Bank may have against the Principle Bidder . The Principle Bidder shall ensure that the said subcontractors shall agree to provide such services to the Bank at no less favorable terms than that provided by the Principle Bidder and shall include appropriate wordings to this effect in the agreement entered into by the Principle Bidder with such sub contractors, however the modalities shall be decided at the time of contract finalization. The assignment envisaged in this scenario is only in certain extreme events such as refusal or inability of the Principle Bidder to perform or termination/expiry of the contract. 36 Escrow Mechanism. The Bank and the Principle Bidder shall agree to appoint an escrow agent to provide escrow mechanism for the deposit of the source code for the Core Banking software product supplied/procured by the Principle Bidder to the Bank in order to protect its interests in an eventual situation. The Bank and the Principle Bidder shall enter into a tripartite escrow agreement with the designated escrow agent, which will set out, inter alia, the events of the release of the source code and the obligations of the escrow agent. Costs for the Escrow will be borne by the Principle Bidder. As a part of the escrow arrangement, the final selected Principle Bidder is also expected to provide a detailed code documentation of the CBS solution which has been duly reviewed by an external independent organisation for its validity.

DELAYS IN THE PRINCIPLE BIDDERS PERFORMANCE

Delivery of the Goods and performance of the Services shall be made by the Principle Bidder in accordance with the time schedule specified by the Bank.

If at any time during performance of the Contract, the Principle Bidder should encounter conditions impeding timely delivery of the Goods and performance of the Services, the Principle Bidder shall promptly notify the Bank in writing of the fact of the delay, its likely duration and its cause(s). As soon as practicable after receipt of the Principle Bidders notice, the Bank shall evaluate the situation and may at its discretion extend the Principle Bidders time for performance, with or without liquidated damages, in which case the extension shall be ratified by the parties by amendment of the Contract. Any delay by the Principle Bidder in the performance of its delivery obligations shall render the Principle Bidder liable to the imposition of liquidated damages unless and extension of time is agreed upon without the application of liquidated damages.

LIQUIDATED DAMAGES
The Bank will consider the inability of the Principle Bidder to deliver or install the equipment within the specified time limit, as a breach of contract and would entail the payment of Liquidation Damages on the part of the Principle Bidder . The liquidation damages represent an estimate of the loss or damage that the Bank may have suffered due to delay in performance of the obligations (relating to delivery, installation, operationalisation, implementation, training, acceptance, warranty, maintenance etc. of the CBS) by the Bank Installation will be treated as incomplete in one/all of the following situations: Non-delivery of any hardware or other components and software modules mentioned in the order Non-delivery of supporting documentation Delivery, but no installation of the components and/or software integration If the Principle Bidder fails to deliver any or all of the Goods or perform the Services within the time period(s) specified in the Contract, the Bank shall, without prejudice to its other remedies under the Contract, deduct from the Contract Price, as liquidated damages, a sum equivalent to 0.5% of the delivered price of the delayed Goods or unperformed Services until actual delivery or performance, per week or part thereof; and the maximum deduction is 10% of the contract price. Once the maximum is reached, the Bank may consider termination of the contract. 39 Waiver No failure or delay on the part of either party relating to the exercise of any right

power privilege or remedy provided under this RFP or subsequent agreement with the other party shall operate as a waiver of such right power privilege or remedy or as a waiver of any preceding or succeeding breach by the other party nor shall any single or partial exercise of any right power privilege or remedy preclude any other or further exercise of such or any other right power privilege or remedy provided in this RFP all of which are several and cumulative and are not exclusive of each other or of any other rights or remedies otherwise available to either party at law or in equity. 40 Violation of terms The Bank clarifies that the Bank shall be entitled to an injunction, restraining order, right for recovery, suit for specific performance or such other equitable relief as a court of competent jurisdiction may deem necessary or appropriate to restrain the Principle Bidder from committing any violation or enforce the performance of the covenants, obligations and representations contained in this RFP. These injunctive remedies are cumulative and are in addition to any other rights and remedies the Bank may have at law or in equity, including without limitation a right for recovery of any amounts and related costs and a right for damages.

TERMINATION FOR DEFAULT

The Bank may, without prejudice to any other remedy for breach of contract, by written notice of default sent to the Principle Bidder , terminate the Contract in whole or in part if there is any discrepancy in the quoted and supplied equipment and software; or if the Principle Bidder fails to deliver any or all of the Goods and Services within the time period(s) specified in the Contract, or within any extension there-of granted by the Bank; or if the Principle Bidder fails to perform any other obligation(s) under the Contract. if the Principle Bidder , in the judgement of the Bank has engaged in corrupt or fraudulent practices in competing for or in executing the contract. The Principle Bidder shall have right to terminate only in the event of winding up of the Bank. FORCE MAJEURE In case of unforeseen events such as war and natural calamities, neither the Bank nor the Principle Bidder will be held responsible for delays or inability to perform contract obligations.

The Principle Bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default if and to the extent that its delay in performance or other failure to perform its obligation sunder the Contract is the result of an event of Force Majeure. For purposes of this clause, Force Majeure means an event beyond the control of the Principle Bidder and not involving the Principle Bidders fault or negligence and not foreseeable. Such events may include, but are not restricted to, acts of the Bank in its sovereign capacity, wars or evolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes. If a Force Majeure situation arises, the Principle Bidder shall promptly notify the Bank in writing of such condition, the cause thereof and the change that is necessitated due to the conditions. Until and unless otherwise directed by the Bank in writing, the Principle Bidder shall continue to perform its obligations under the Contract as far s is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. TERMINATION FOR INSOLVENCY: The Bank may at any time terminate the contract by giving written notice to the Principle Bidder if the Principle Bidder becomes bankrupt or otherwise insolvent. In this event, termination will not prejudice or affect any right of action or remedy, which has accrued or will accrue thereafter to the Bank. TERMINATION FOR CONVENIENCE The Bank, by written notice sent to the Principle Bidder , may terminate the Contract, in whole or in part, at any time its convenience. The notice of termination shall specify that termination is for the Bank s convenience, the extent to which performance of work under the Contract is terminated and the date upon which such termination becomes effective. The Goods that are complete and ready for shipment within thirty (30) days after the Principle Bidders receipt of notice of termination shall be accepted by the Bank at the Contract terms and prices. For the remaining Goods and Services, the Bank may elect to have any portion completed and delivered at the Contract terms and prices; and/or to cancel the remainder and pay to the Principle Bidder an agreed amount for partially completed Goods & Services and for materials & parts previously procured by the Principle

Bidder . 49 Exit Option and Contract Re-Negotiation The Bank reserves the right to cancel the contract in the event of happening one or more of the following Conditions: Failure of the successful Principle Bidder to accept the contract and furnish the Performance Guarantee within 21 days of receipt of purchase contract as stated in the RFP; Delay in offering equipments for pre-delivery Inspection; Delay in delivery beyond the specified period; Delay in completing installation / implementation and acceptance tests / checks beyond the specified periods; Serious discrepancy in hardware noticed during the pre-dispatch factory inspection; and Serious discrepancy in functionality to be provided or the performance levels agreed upon, which have an impact on the functioning of the Bank. In addition to the cancellation of purchase contract, Bank reserves the right to appropriate the damages through encashment of Bid Security / Performance Guarantee given by the Principle Bidder . Notwithstanding the existence of a dispute, and/or the commencement of arbitration proceedings, the Principle Bidder will be expected to continue the facilities management services. The Bank shall have the sole and absolute discretion to decide whether proper reverse transition mechanism over a period of 6 to 12 months, has been complied with. In the event of the conflict not being resolved, the conflict will be resolved through Arbitration. The Bank and the Principle Bidder shall together prepare the Reverse Transition Plan. However, the Bank shall have the sole decision to ascertain whether such Plan has been complied with. Reverse Transition mechanism would typically include service and tasks that are required to be performed / rendered by the Principle Bidder to the Bank or its designee to ensure smooth handover and transitioning of Banks deliverables, maintenance and facility management.

RESOLUTION OF DISPUTES
It will be the Banks endeavour to resolve amicably any disputes or differences that may arise between the Bank and the Principle Bidder from misconstruing the meaning and operation of the RFP and the breach that may result. In case this attempt fails, arbitration process will be followed as per Indian Laws and the resulting award will be binding for all concerned.

50.2. All questions, disputes or differences arising under and out of, or in connection with the contract or carrying out of the work whether during the progress of the work or after the completion and whether before or after the determination, abandonment or breach of the contract shall be referred to arbitration by a sole Arbitrator: acceptable to both parties OR the number of arbitrators shall be three, with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed by the parties shall appoint a third arbitrator who shall act as the chairman of the proceedings. The award of the Arbitrator shall be final and binding on both the parties. The Arbitration and Reconciliation Act 1996 or any statutory modification thereof shall apply to the arbitration proceedings and the venue of the arbitration shall be Jammu. 50.3. The Principle Bidder shall continue work under the Contract during the arbitration proceedings unless otherwise directed in writing by the Bank or unless the matter is such that the work cannot possibly be continued until the decision of the Arbitrator or the umpire, as the case may be, is obtained. 1. The venue of the Arbitration shall be in Jammu. 2. GOVERNING LANGUAGE The Contract shall be written in English. All correspondence and other documents pertaining to the Contract, which are exchanged by the parties, shall be written in English. APPLICABLE LAW The Contract shall be interpreted in accordance with the laws prevalent in India. TAXES AND DUTIES The Principle Bidder will be entirely responsible to pay all taxes including corporate tax and income tax, duties, license fees, octroi, road permits etc. in connection with delivery of goods at site including incidental services and commissioning. However Sales Tax, Works Contract Tax and Services Taxes shall be paid by the Bank. Wherever the laws and regulations require deduction of such taxes at the source of payment, the Bank shall effect such deductions from the payment due to the Principle Bidder . The remittance of amounts so deducted and issuance of certificate for such deductions shall be made by the Bank as per the laws and regulations in force. Nothing in the Contract, shall relieve the Principle Bidder from his responsibility

to pay any tax that may be levied in India on income and profits made by the Principle Bidder in respect of this Contract. PRINCIPLE BIDDER INTEGRITY The Principle Bidder is responsible for and obliged to conduct all contracted activities in accordance with the Contract using state-of-the-art methods and economic principles and exercising all means available to achieve the performance specified in the Contract.

PRINCIPLE BIDDER OBLIGATIONS

The Principle Bidder is obliged to work closely with the Bank s staff, act within its own authority and abide by directives issued by the Bank and implementation activities. The Principle Bidder will abide by the job safety measures prevalent in India and will free the Bank from all demands or responsibilities arising from accidents or loss of life the cause of which is the Principle Bidders negligence. The Principle Bidder will pay all indemnities arising from such incidents and will not hold the Bank responsible or obligated. The Principle Bidder is responsible for managing the activities of its personnel or sub-contracted personnel and will hold itself responsible for any misdemeanors. The Principle Bidder will treat as confidential all data and information about the Bank, obtained in the execution of his responsibilities, in strict confidence and will not reveal such information to any other party without the prior written approval of the Bank. Principle Bidders Liability The Principle Bidders aggregate liability in connection with obligations undertaken as a part of the Centralised Banking Project regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise), shall be at actuals and limited to the value of the contract. The Principle Bidders liability in case of claims against the Bank resulting from misconduct or gross negligence of the Principle Bidder , its employees and subcontractors or from infringement of patents, trademarks, copyrights or such other Intellectual Property Rights or breach of confidentiality obligations shall be unlimited. The Bank shall not be held liable for and is absolved of any responsibility or claim/litigation arising out of the use of any third party software or modules supplied by the Principle Bidder as part of this RFP. 54 Contract Commitment The Bank intends that the contract for core banking hardware & software, which is contemplated herein with the Principle Bidder , shall be for a period of seven years comprising of a warranty for the initial 3 years and a facilities management contract

for the next 4 years. The FM for services should be for a period of seven (7) years from the time all 15 branches are implemented. The FM should include all costs that the original manufacturer would charge the Principle Bidder; It is expressly understood

that the contract for provision of network bandwidth with the designated network service provider shall be initially for a period of seven (7) years, with the Bank having the option to renew it annually. 55 Solicitation of Employees Both the parties agree not to hire, solicit, or accept solicitation (either directly, indirectly, or through a third party) for their employees directly involved in this contract during the period of the contract and one year thereafter, except as the parties may agree on a case-bycase basis. The parties agree that for the period of the contract and one year thereafter, neither party will cause or permit any of its directors or employees who have knowledge of the agreement to directly or indirectly solicit for employment the key personnel working on the project contemplated in this proposal except with the written consent of the other party. The above restriction would not apply to either party for hiring such key personnel who (i) initiate discussions regarding such employment without any direct or indirect solicitation by the other party (ii) respond to any public advertisement placed by either party or its affiliates in a publication of general circulation or (iii) has been terminated by a party prior to the commencement of employment discussions with the other party. 56 Information Ownership All information processed, stored, or transmitted by Principle Bidder equipment belongs to the Bank. By having the responsibility to maintain the equipment, the Principle Bidder does not acquire implicit access rights to the information or rights to redistribute the information. The Principle Bidder understands that civil, criminal, or administrative penalties may apply for failure to protect information appropriately. Sensitive Information Any information considered sensitive must be protected by the Principle Bidder from unauthorized disclosure, modification or access. Types of sensitive information that will be found on Bank systems the Principle Bidder may support or have access to include, but are not limited to: Information subject to special statutory protection, legal actions, disciplinary actions, complaints, IT security, pending cases, civil and criminal investigations, etc. Privacy & Security Safeguards The Principle Bidder shall not publish or disclose in any manner, without

the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Principle Bidder under this contract or existing at any Bank location. The Principle Bidder shall develop procedures and implementation plans to ensure that IT resources leaving the control of the assigned user (such as being reassigned, removed for repair, replaced, or upgraded) are cleared of all Bank data and sensitive application software. The Principle Bidder shall also ensure that all subcontractors who are involved in providing such security safeguards or part of it shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Principle Bidder under this contract or existing at any Bank location. 57 Confidentiality

Confidential Information means any and all information that is or has been received by the Principle Bidder (Receiving Party) from the Bank (Disclosing Party) and that: (a) relates to the Disclosing Party; and (b) is designated by the Disclosing Party as being confidential or is disclosed in circumstances where the Receiving Party would reasonably understand that the disclosed information would be confidential or (c) is prepared or performed by or on behalf of the Disclosing Party by its employees, officers, directors, agents, representatives or consultants. (d) Without limiting the generality of the foregoing, Confidential Information shall mean and include any information, data, analysis, compilations, notes, extracts, materials, reports, drawings, designs, specifications, graphs, layouts, plans, charts, studies, memoranda or other documents, or materials relating to the licensed software, the modules, the program documentation, the source codes, the object codes and all enhancements and updates, services, systems processes, ideas, concepts, formulas, methods, know how, trade secrets, designs, research, inventions , techniques, processes, algorithms, schematics, testing procedures, software design and architecture, computer code, internal documentation, design and function specifications, product requirements, problem

reports, analysis and performance information, business affairs, projects, technology, finances (including revenue projections, cost summaries, pricing formula), clientele, markets, marketing and sales programs, client and customer data, appraisal mechanisms, planning processes etc. or any existing or future plans, forecasts or strategies in respect thereof. (e) Confidential Materials shall mean all tangible materials containing Confidential Information, including, without limitation, written or printed documents and computer disks or tapes, whether machine or user readable. (f) Information disclosed pursuant to this clause will be subject to confidentiality for the term of contract plus five years. (g) Nothing contained in this clause shall limit Principle Bidder from providing similar services to any third parties or reusing the skills, know how and experience gained by the employees in providing the services contemplated under this clause, provided further that the Principle Bidder shall at no point use the Banks confidential information or Intellectual property. The Receiving Party shall, at all times regard, preserve, maintain and keep as secret and confidential all Confidential Information and Confidential Materials of the Disclosing Party howsoever obtained and agrees that it shall not, without obtaining the written consent of the Disclosing Party: Disclose, transmit, reproduce or make available any such Confidential Information and materials to any person, firm, Company or any other entity other than its directors, partners, advisers, agents or employees, sub contractors and contractors who need to know the same for the purposes of maintaining and supporting the Software provided as a part of Core Banking Project. The Receiving Party shall be responsible for ensuring that the usage and confidentiality by its directors, partners, advisers, agents or employees, sub contractors and contractors is in accordance with the terms and conditions and requirements of this RFP; or Unless otherwise agreed herein, use any such Confidential Information and materials for its own benefit or the benefit of others or do anything prejudicial to the interests of the Disclosing Party or its customers or their projects. In maintaining confidentiality hereunder the Receiving Party on receiving the confidential information and materials agrees and warrants that it shall: Take at least the same degree of care in safeguarding such Confidential Information and materials as it takes for its own

confidential information of like importance and such degree of care shall be at least, that which is reasonably calculated to prevent such inadvertent disclosure; Keep the Confidential Information and Confidential Materials and any copies thereof secure and in such a way so as to prevent unauthorised access by any third party; Limit access to such Confidential Information and materials to those of its directors, partners, advisers, agents or employees, sub contractors and contractors who are directly involved in the consideration/evaluation of the Confidential Information and bind each of its directors, partners, advisers, agents or employees, sub contractors and contractors so involved to protect the Confidential Information and materials in the manner prescribed in this document; and Upon discovery of any unauthorised disclosure or suspected unauthorised disclosure of Confidential Information, promptly inform the Disclosing Party of such disclosure in writing and immediately return to the Disclosing Party all such Information and materials, in whatsoever form, including any and all copies thereof. The Receiving Party who receives the confidential information and materials agrees that on receipt of a written demand from the Disclosing Party: Immediately return all written Confidential Information, Confidential materials and all copies thereof provided to, or produced by it or its advisers, as the case may be, which is in Receiving Partys possession or under its custody and control; To the extent practicable, immediately destroy all analyses, compilations, notes, studies, memoranda or other documents prepared by it or its advisers to the extent that the same contain, reflect or derive from Confidential Information relating to the Disclosing Party; So far as it is practicable to do so immediately expunge any Confidential Information relating to the Disclosing Party or its projects from any computer, word processor or other device in its possession or under its custody and control; and To the extent practicable, immediately furnish a certificate signed by its director or other responsible representative confirming that to the best of his/her knowledge, information and belief, having made all proper enquiries the requirements of this paragraph have been fully complied with. The restrictions in the preceding clause shall not apply to: Any information that is publicly available at the time of its disclosure or becomes publicly available following disclosure (other than as a result of disclosure by the Disclosing Party contrary to the terms of this document); or any information which is independently developed by the Receiving Party or acquired from a third party to the extent it is acquired with the valid right to disclose the same. Any disclosure

required by law or by any court of competent jurisdiction, the rules and regulations of any recognised stock exchange or any enquiry or investigation by any governmental, statutory or regulatory body which is lawfully entitled to require any such disclosure provided that, so far as it is lawful and practical to do so prior to such disclosure, the Receiving Party shall promptly notify the Disclosing Party of such requirement with a view to providing the Disclosing Party an opportunity to obtain a protective order or to contest the disclosure or otherwise agree to the timing and content of such disclosure. The Confidential Information and materials and all copies thereof, in whatsoever form shall at all times remain the property of the Disclosing Party and its disclosure hereunder shall not confer on the Receiving Party any rights whatsoever beyond those contained in this document. The confidentiality obligations shall survive the expiry or termination of the agreement between the Principle Bidder and the Bank. 1. SITE PREPARATION The Principle Bidder will be required to perform a site inspection at its own cost to verify the appropriateness of the sites before the commencement of site-preparation / delivery. The Principle Bidder will guide and provide the necessary layout plan and such other information to the Bank for preparation of site. Thereafter the Principle Bidder shall inspect the site to verify its appropriateness before installation of the equipments.

HARDWARE INSTALLATION AND INTEGRATION OF SOFTWARE, HARDWARE & NETWORK COMPONENTS

The Principle Bidder will promptly install the delivered goods at the designated installation sites. The Principle Bidder is responsible for installation and configuration of systems at sites including unpacking of cartons / boxes, assembling, wiring, cabling between hardware units and connecting to power supplies. The Principle Bidder will test all hardware operations and accomplish all adjustments necessary for successful and continuous operation of the hardware at all installation sites. So as to ensure the total integration and functionalities of the system, the Principle Bidder needs to integrate all the hardware/networking components and software modules. The Principle Bidder will be responsible for fault detection and rectification. The Principle Bidder will also be responsible to cooperate with the Bank and/or its application software Principle Bidder , who will install the application

software and drivers on the systems, to ensure that the integrated systems are fully functional. The Bank reserves the right to install third party software/hardware or any other products at the same site. The Bank reserves the right to shift any equipment delivered by the Principle Bidder from one destination to another at its cost for which the Principle Bidder shall extend all assistance and install the equipment at the new site.

CBS Scope Deployment of a CBS (CBS) & identified Delivery Channels:

Implement a centralized CBS at the identified locations listed in Annexure A with the functionalities as listed in Form 8. However, considering the changes in requirements of business, the functional requirements of the CBS branches selected for pilot and future roll out may undergo a change. The Centralised CBS would need to technologically enable all Banking functionalities / products like Deposits, Advances, Retail / Corporate Loans, Credit Monitoring / NPA management, Documentation Management, Government Business, Clearing functions at service branches and other branches, Term Lending, Customer Information System, General Ledger, MIS and reports, etc. as mentioned in Form The core banking system should support a 24x7-processing environment. The Bank expects the Principle Bidder to set up the required solutions (including the client desktops) at the agreed pilot branches for the purpose of branch implementation. Interface the Centralised CBS to the Banks Cash Management system, Inspection, Fixed Asset Management, , Human Resource Management System, Government Business, Delivery Channels, Inter-Branch Reconciliation System, Management Information System, Cash Management Systems, Centralized Accounting System, Risk Management system, proposed ATM Network, Mail Messaging System and other software solutions of the Bank.

Implement the Trade Finance Solution as per functionalities listed Implement the delivery channels and functionalities as mentioned. The delivery channels should be licensed for an enterprise wide use without any user restrictions and configured to support 200 concurrent users for each delivery channel. This support for 200 concurrent users does not apply to telebanking and help desk as for telebanking the Bank expects one channelised E1, which can be scaled up in the future based on volumes and for the helpdesk the bank has envisaged a 2 seats help desk. Enable the introduction of new products, as mentioned below by building interfaces where required, through various delivery channels. Electronic Bill Presentment & Payment Collection Services / Payment Services Debit Cards OLTAS handoffs and uploads Information Kiosks Data Migration / Archiving: Entire data pertaining to live accounts (from the time of account opening or from the time the data is available) for accounts like term deposits, recurring deposits, loans and advances, etc. should be migrated to the proposed solution for all the branches being converted to CBS. The history data should at least fulfill the objectives of printing backdated customer statements (for all products, accounts, and schemes supported by the legacy application) passbook, general ledger, profit & loss statements, trial balance, account master information, standing instructions and transaction history (including GL, P& L heads and other office accounts) and should also support printing MIS reports as desired by the Bank for the legacy data migrated. Migrate all outstanding entries from the legacy system to the new CBS

application for the identified general ledger and profit and loss heads for future reconciliations. In the CBS environment, the Bank wants to keep 18 months of data before archiving or purging the data.

The Principle Bidder needs to provide a test environment for 25 concurrent users testing the application. The Principle Bidder needs to provide separate test environments for CBS, Delivery Channels and other software being a part of the solution to be provided by the Principle Bidder. The Principle Bidder needs to develop and provide automated Audit Tools for the Banks internal and concurrent auditors for auditing all the components of the solution provided. Provide training to the banks management, all end users, auditors and information technology users on all the above products. The Principle Bidder also needs to provide training to Banks personnel on training end users on the applications for the purpose of rollout of the application. Implement new office automation software as needed at the desktops to run the proposed centralised banking solution and its interfaces. The Principle Bidder will ensure that Bank functions continue to operate through upgrades and new releases of automation software. The Principle Bidder will further ensure minimum interruption during upgrades to office automation software. Provide, customise and implement an Anti-Money Laundering (,) solution as per functionality provided in. The , solution should provide an application review report and benchmark report given by an independent, reputed third party agency. The bank expects the Principle Bidder to submit completion or work-in-progress certificates for the same. Provide, customise and implement; Cash Management, HRMS, Fixed Asset Management, Inspection & Help desk solutions as per functionality provided. The Principle Bidder is expected to customise all gaps observed in the Functional RFP, Product Demo, UAT and implementation phase during the pilot for the , solution. The total cost of customizations for the entire period of the contract should be included in the price bid. The Principle Bidder also needs to provide all statutory reports as required by the regulatory institutions. The bank will not pay any additional customization costs for the functionality that would be required by the bank. Deployment of a CBS & Delivery Channels: This section details the requirements of the CBS, the related delivery channels and the various processes expected in the implementation cycle. The Bank wants to deploy a centralized banking solution at all the branches, extension counters, admin office, Data Centre & Disaster Recovery Centre and other offices. The CBS

should provide the functionality as mentioned in Form 8 and covers the broad functionality of Retail, Corporate and Trade Finance. With CBS, the Bank also wants to provide various delivery channels like Internet Banking, Phone Banking and Mobile Banking (SMS/WAP) to all its customers. The functionality is provided in as mentioned in Form 8 under Delivery Channels. The licences for these delivery channels should be enterprise wide and for an unlimited user base. The bank envisions that SMS banking services be offered to customers and therefore a gateway server is proposed for SMS banking. The gateway server must be compatible with GSM & CDMA technologies, to enable the banks SMS banking infrastructure to see integrate with the infrastructure of the mobile services providers.If the proposed solution requires servers in all the branches, extension counters, the same must be specified clearly and provided by the Principle Bidder . The Principle Bidder needs to quote for the license cost accordingly. SAN storage capacity is estimated to be a minimum of 15 terabytes for the project at the DC and DR each. If the individual solutions suggested by the Principle Bidders necessitate additional capacity, then the Principle Bidder would need to provide accordingly to meet the RFP and SLA requirements. SSL certificate for Internet Banking has to be provided. Core Functional modules like Government Business, Loan Origination, Credit Appraisal Management proposed by the Principle Bidder through 3rd party solutions & Delivery Channels like internet banking & phone banking should have been implemented and live in at least one bank in India. 2.1. Systems Specifications Requirement Study: 2.1.1. The Principle Bidder will conduct a detailed systems requirements study and provide a Functional Requirements Specification Manual (FRSM) relating to the functionalities as required to support the various products and services offered by the Bank / to be offered by the Bank in the near future as responded by the Principle Bidder . The FRSM must also include all the areas where the Principle Bidder is suggesting a work-around. If the work-around involves re-alignment of a business process the re-aligned process should be included in the FRSM. The FRSM should include the standard operating procedure proposed for the re-aligned process. The Principle Bidder is expected to assist the Bank in aligning the business requirements with the application so as to enable centralisation of desired business process, eliminate redundant and duplicate processes, increase operational efficiency and improve customer service. Principle Bidder is expected to prepare detailed documentation, presentation, workflows for the business processes

affected due to implementation of CBS, delivery channels and other applications implemented by the Principle Bidder . The Principle Bidder is also expected to provide suitable Business Continuity procedures applicable to its solution in case the solution is unavailable. These procedures should ensure that the customers of the Bank are not denied banking services due to the solution being unavailable to the Banks users. The Principle Biddr shall provide the FRSM to the Bank for review and comment and any comments or suggestions of Bank will be incorporated therein. The Bank will identify the functional heads for each process who would be responsible for the review, comments and sign off of the FRSM. The FRSM will deem to be completed when signed off from the Bank. The Principle Bidder is also expected to carry out and document a detailed current assessment study for all business activities, product and service offered by the bank to gain understanding of the banks existing business and operations. The Principle Bidder is expected to help the bank to parameterise the product and provide valuable inputs at the time of system parameterisation based on the current state assessment study undertaken by the Principle Bidder . 2.1.2. Gap Identification and Resolution 2.1.2.1. The Principle Bidder will be responsible for gap identification and resolution so as to: 2.1.2.1.1. Provide all functionalities as mentioned in the functional, technical RFP Form 8; 2.1.2.1.2. Provide all functionalities as mentioned in the FRSM. 2.1.2.2 .The Principle Bidder will provide the Bank with the gap identification report along with the necessary solutions to overcome the gaps and the time frames. 2.1.2.3. The Principle Bidder will ensure that all gaps identified at the time of system testing will be immediately resolved. 2.1.2.4. The Principle Bidder will ensure that gaps pointed out by the audit and inspection team, statutory and regulatory bodies, or any other third party agency engaged by the Bank will be immediately resolved. 2.1.2.5 The Principle Bidder shall resolve gaps by proposing a suitable work around or customizing the proposed solution by way of

modifications /enhancements, as necessary, to the proposed software solution. 2.1.2.6 The Principle Bidder shall provide all statutory, regulatory and adhoc MIS(Management Information System) and EIS (Executive Information System) reports as required by the Bank in the desired format during the initial phase of customisation process. 2.1.2.7 The Principle Bidder shall provide for all subsequent changes to reports as suggested by the statutory and regulatory bodies from time to time immediately to the Bank at no additional cost to the Bank. 2.1.2.8 The Principle Bidder shall provide for a flexible report writer utility and train the Bank personnel in using the same. 2.1.2.9 The Principle Bidder will give adequate time to the Bank for reviewing the gap report. 2.1.2.10 The Principle Bidder will incorporate all the suggestions made by the Bank to the gap report. 2.1.2.11 The Principle Bidder will ensure that they have the necessary infrastructure and people in place to resolve all the gaps within the time lines agreed, for the implementation and roll out. 2.1.2.12 The cost of all customisations as mentioned above is required to be included in the Price Bid and the Bank will not make any addition al costs for such effort till all the 15 are live. While costing the customisation effort required, the Principle Bidder should exclude the effort required from the Banks side. 2.1.3 Data Migration 2.1.3.1 The Principle Bidder will be responsible for successful data migration from the legacy systems to the new environment for all 15 branches. It is the Bidders responsibility to liaise with the legacy system Principle Bidders for the purpose of data mapping and extraction in what ever format the CBS Principle Bidder wants the data. The bank will not bear any additional cost for data migration, nor will be responsible for the same. 2.1.3.2 The Principle Bidder will be responsible for formulating the Data Migration Strategy and process documents which will have to be reviewed and signed off by the Bank prior to commencement of the data migration exercise. The CBS Principle Bidder would need to factor all effort to liaise, interact,

develop tools, correspond etc. with the legacy Principle Bidders to obtain the data as desired by the CBS solution. 2.1.3.3. The Principle Bidder will take not more than 7 working days from date of order to prepare the Data Migration Strategy and process documents. 2.1.3.4. The Principle Bidder will give the Bank adequate time to review and sign off the Data Migration Strategy and process documents. 2.1.3.5. All comments and suggestions of the Bank must be incorporated in the data migration strategy and process documents before obtaining sign off. 2.1.3.6. The Principle Bidder may associate the Banks personnel proficient in the legacy systems for assistance during the data migration exercise. 2.1.3.7. For this purpose adequate training would need to be imparted by the Principle Bidder to the Banks personnel for the same. 2.1.3.8. In the event of any gaps in the field mapping reports the same would be discussed with the Bank and the agreed solution would be documented by the Principle Bidder and signed off from the Bank at no additional cost to the bank. The Principle Bidder would give the Bank adequate time for the review of the agreed solution and in corporate the modifications as suggested by the Bank The Principle Bidder shall ensure that workarounds or default values moved to the production database as a result of gaps in the field mapping are duly taken care of after successful migration to CBS and the Bank officials informed of the same in writing. 2.1.3.9. It will be the responsibility of the Principle Bidder to ensure complete data cleaning and validation for all data migrated from the legacy systems to the new application. 2.1.3.10. The Principle Bidder will be responsible to massage the data as per the software / upload format required by the solution. It will be the responsibility of the Principle Bidder to convey to the Bank, at least 60 days in advance from the date of migration, all the mandatory fields required for the functioning of the proposed applications that are not available in the legacy systems and that needs to be obtained by the Bank. 2.1.3.11. In the event the Bank is unable to obtain all the mandatory fields as conveyed by the Principle Bidder, the Principle Bidder shall

suggest the most suitable workaround to the Bank. The Principle Bidder shall document the suggested workaround and sign-off will be obtained from the Bank for the suggested workaround. 2.1.3.12. The Principle Bidder will be responsible for development of data entry programs / applications with appropriate validations/checks that may be required for the purpose of data migration in order to capture data available with / obtained by the Bank in non electronic format. These programs / applications should be made available to the Bank at least 30 days in advance from the date of migration. The Principle Bidder will be responsible to install the data capture tool at the branches where required and train the branch users on data entry. 2.1.3.13. The Principle Bidder will conduct training for the Branch personnel or any other third party data entry agencies during the time of data entry. 2.1.3.14. The Principle Bidder will be responsible for uploading the data entered by the Bank through the manual data entry screens, programs /applications. 2.1.3.15. The Principle Bidder shall ensure that sufficient training is imparted to the data migration team of the Bank with regards to but not limited to CBS data structure, field mapping requirements, field validations, default values and gaps in field mapping reports. 2.1.3.16. The Principle Bidder shall develop the data conversion programs to convert banks data to CBS upload format. The Principle Bidder shall perform mock data migration tests to validate the conversion programs. 2.1.3.17. The Principle Bidder will be responsible for assisting the Bank in conducting the acceptance testing and in verifying the completeness and accuracy of the data migrated from the legacy applications to the proposed systems. 2.1.3.18. The Bank or its consultants may, at its will, verify the test results provided by the Principle Bidder . 2.1.3.19. The Bank reserves the right to audit / appoint an external auditor to audit the process of data migration and / or the completeness and accuracy of the data migrated during the entire exercise of data migrations. 2.1.3.20. Any gaps / discrepancy observed will be reported in writing to the Principle Bidder , who will act upon it and resolve the same immediately or within 5 working days from the day of reporting the same.

2.1.3.21. The Principle Bidder will be responsible for obtaining the data from the branches for the purpose of migration. 2.1.3.22. The Principle Bidder will be responsible to develop control reports for verification of the data both before and after migration. 2.1.4. Interfaces 2.1.4.1. The Principle Bidder will be responsible for identifying the detailed interface requirements for integrating the proposed packages to the systems, as mentioned in Form 8, thereafter and for all other functionalities as mentioned in the RFP. 2.1.4.2. The Principle Bidder will present to the Bank the interface requirements for review. 2.1.4.3. The Principle Bidder will give the Bank adequate time to review the interface requirements. 2.1.4.4. Any suggestions from the Bank will have to be included by the Principle Bidder. 2.1.4.5. The Principle Bidder will be responsible for developing, testing and maintaining the interfaces. In case of any subsequent change, modification or alteration to the Banks existing application software packages, the Bank will obtain the API for such existing application and provide the same to the Principle Bidder for interface. 2.1.4.6. The Principle Bidder must ensure that all interfaces are automated with minimal manual intervention. All 3rd party applications proposed by the Principle Bidders to meet the functional requirements of the bank should provide an on-line interface with the Core Banking Solution. 2.1.4.7. The Principle Bidder will ensure and incorporate all necessary security and control features within the application, operating system, database, network etc. so as to maintain integrity and confidentiality of data at all times. 2.1.4.8. The Principle Bidder will be responsible for setting up the test environment for interface testing. 2.1.4.9. The Principle Bidder will help / assist the Bank in preparing the test cases for the testing. Principle Bidder shall ensure that the test cases meet all the testing requirements of the Bank. 2.1.4.10. All errors, bugs, enhancements / modifications required during and after testing but not before go live will be immediately resolved by the Principle Bidder (maximum of 7 working days), after go-live the Principle Bidder will be expected to fix the bugs and errors in one day and sign off from the same will be obtained from the Bank. However work around solution should be provided ON THE

SAME DAY, in respect of errors and bugs affecting the functioning of the Bank. 2.1.5. Testing 2.1.5.1. The Bank proposes to conduct a User Acceptance Test (UAT)testing for the purpose of ensuring that all the functionality requested for by the Bank is available and is functioning accurately. The UAT would be carried out for the CBS, including the trade finance module, all the delivery channels and all the 3rd party softwares proposed. 2.1.5.2. The Principle Bidder will convey to the Bank that all the customizations that are required to Go Live, as agreed upon and signed off by the Bank are completed and the solution is ready for testing. 2.1.5.3. The Principle Bidder will set up a test server, to accommodate a minimum of 25 concurrent users, which shall support simultaneous data migration testing and install the applications including the customisations, parameterise it as per Banks requirement and upload live data of a sample branch in the test server. The Bank expects the test environment to be available to the Bank at all times, for the purpose of testing. The Principle Bidder is expected to provide for the requisite test and development infrastructure including hardware, software, operating system and database for all applications including any 3rd party solutions being offered by the Principle Bidder . The Bank expects the Principle Bidder to set up the required solutions (including the client desktops) and provide connectivity to test server at DC at the desired testing centre of the Bank for the purpose of testing. The Bank shall not pay any additional amounts to the Principle Bidder for the purpose of creating the test environment. 2.1.5.4. The Principle Bidder will install client version of the solution on the PCs provided by the Bank. It will be the Principle Bidders responsibility to establish connectivity of these test PCs to the Test server for facilitating UAT. 2.1.5.5. The Principle Bidder will assist the Bank in preparing test cases including test data. 2.1.5.6. The Principle Bidder will assist the Bank in conducting all the tests and analyzing / comparing the results. Principle Bidder shall

provide 5 full time resources conversant in all business areas, for trouble-shooting during the entire UAT process. 2.1.5.7. Any deviations / discrepancies / errors observed during the testing phase will be formally reported to the Principle Bidder and the Principle Bidder will have to resolve them immediately as per 2.1.4.10. 2.1.5.8. The Principle Bidder will be responsible for maintaining appropriate program change control and version control for all the modifications /enhancements carried out during the implementation / testing phases. 2.1.5.9. The Principle Bidder will be responsible for providing and updating system &user documentation as per the modifications. 2.1.6. Pilot Implementation: The pilot implementation will consist of implementing the proposed CBS including the trade finance module, the delivery channels and 3rd party applications in the identified branches and associated extension counters. 2.1.6.1. The Principle Bidder will be responsible for setting up all the servers at the DC. The Principle Bidder will also set-up the servers at the DRC. 2.1.6.2. The Principle Bidder will be responsible for installing the applications with all the customisations duly tested. 2.1.6.3. The Principle Bidder will set all the parameters in the applications as accepted in the test environment. The Principle Bidder shall be responsible for accuracy of the parameters set according to business needs of the Bank. 2.1.6.4. The Principle Bidder will be responsible to migrate the branch data. 2.1.6.5. The Principle Bidder will be responsible for ensuring that the branch is connected to the DC and DRC using the proposed network. 2.1.6.6. The Principle Bidder will be responsible for ensuring that all the client software is installed at the branch computers. 2.1.6.7. The Principle Bidder will be responsible for imparting the required training to the branch personnel prior to implementation. The Principle Bidder is required to be present at each of the branches under migration for at least the first two-weeks after the branch has been migrated to the proposed solution for handholding, trouble shooting and hands-on training. Minimum 5 Principle Bidder

personnel are required to be present on site, conversant in all business areas of that branch. The Principle Bidder will assist the Bank in testing the reports generated using the proposed application with those generated by the old system during the parallel run. The Principle Bidder personnel will investigate any differences observed in the report generated using legacy system as compared to the report generated from the CBS and initiate corrective action. The Principle Bidder will assist the Bank in deciding when to discontinue the parallel run. The Principle Bidder will be responsible for implementing the delivery channels and ensure that the customers of the branch being converted to the CBS are able to utilize the delivery channels. Branch pilot implementation phase will be deemed complete once the Principle Bidder has obtained a sign-off for implementation at the pilot branches from the Bank. The branch will need to live run successfully for a period of at least 15 working days before signing off on pilot implementation. In the event of any deviations / discrepancies / errors observed at the pilot branches, the sign off will only be given by the Bank once the deviations / discrepancies / errors reported by the branch have been successfully rectified by the Principle Bidder . The Principle Bidder shall depute relevant personnel to attend and resolve the branch problems immediately. The Principle Bidder is expected to build the required interfaces to the legacy branch systems. At an interval specified by the Bank (daily, weekly, etc.) the specified branches would upload data to the CBS. This data should be used for consolidating the branch wise and General Ledger wise also for generating various MIS Reports. 2.1.7.5. The Principle Bidder shall conduct a current state assessment, training, gap analysis and resolution, customization, implementation for the softwares mentioned below. The Principle Bidder is also expected to provide a detailed training methodology and number of days of training envisaged for end user training for all products and software such as: i. CBS ii. Trade Finance iii. Delivery Channels iv. HRMS iv. CMS v Fixed Assets

VI Inspection VII. And for any other third party product quoted to meet the functional requirements as specified by the bank in Form 8. The Principle Bidder will provide a detailed training schedule to the Bank for review and sign off prior to commencement of the training. The Principle Bidder will be responsible for providing on going training at defined intervals to the identified Bank personnel. The Principle Bidder at no point should entrust the responsibility of training the users to the Banks employees, however the Principle Bidder can request for any assistance from the Banks employees to impart training to other users. The Principle Bidder is expected to provide training for any other third party products quoted to meet the scope of the RFP to the core teams as selected by the bank. The Principle Bidder shall conduct technical training for the banks identified technical team to enable the banks teams to manage the solutions and perform day to day routine operations. System Software The Principle Bidder needs to state application architecture as well as system software requirements at various levels viz. Data Centre, DRC, Citizens` , & Branches. The system software details must comprise requirements and versions of Operating Systems, Compilers, RDBMS, Middleware and front ends at various levels. The detailed components of the various system software, versions, number of users along with the details whether the run time or development version required, must be clearly defined. The licensing policies (which includes upgrades) for each of the product recommended and offered must be spelt out clearly in the quotations.

Section 7 Disaster Recovery Site

Build Minimum Specifications for Disaster Recovery Centre (DRC): The DC site is proposed will be in different seismic zone .The Bank would provide the space for the same. The bank will provide floor at any other these seismic zone. space and infrastructural requirement like power supply through UPS, Air Conditioning, physical security etc. in the Data Centre. The Principle Bidder is expected to conceptualise the design of the DRC and construct and deploy it in the provided premises. The Data Centre & Disaster Recovery Centre should be gigabit speed enabled. For detailed specifications and technical RFP for

DRC, please refer Form 9. The Principle Bidder is expected to do all the liaisoning with relevant authorities in order to get sanctions and approvals as necessary. Principle Bidder is responsible for devising, creating and implementing the DR and Business Continuity Plan specific to the Core Banking implementation in the Bank. DRC Specifications 1. Design and build the DRC in the space provided by the Bank. The work will include, but is not limited to: 1.1. Designing the DRC 1.2. Build the DRC (including civil work, raised flooring, false ceiling etc.) at the DRC; 1.3. Electrical work including supplying and installing UPS and DG sets. The Principle Bidder should also implement the main power cabling from the transformer to the main panel (AMF synchronization panel), which will act as an input to the AMF panel. The proposed DG set should also be terminated at the same panel. The AMF panel will be used for synchronization of power and automatic switch over from transformer to DG set so that a single synchronized power is supplied to the UPS system. The entire cabling, panelling and designing should be supplied and implemented by the Principle Bidder as a part of this tender. For this purpose, the Principle Bidder can visit the premise to assess the requirements as necessary. 1.4. Provide and commission UPS at DRC; 1.5. Implement physical security (access controls); 1.6. Provide a Building Management Solution (BMS) encompassing the DRC. 1.7. Implement environmental Controls at the DRC (Air conditioners Precision and comfort Air conditioners, humidity controls, fire detection and suppression, water leak detection, etc.); 1.8. Structured LAN Cabling of the DC within the space provided for the Citizen`s co-operative bank CBS at data centre at & DRC. 1.9. Implement Video Surveillance Systems at the DRC. 1.10. Provide adequate environmental and physical security and controls, in line with the Banks security policy, for the DRC. However, the bank will provide security personnel for the DRC. 1.11. Maintain the proposed architecture at the DC and the DRC.

1.12. Ensure availability, security and environmental controls as per level 3 standards at the DRC. 1.13. Provide training to the Banks Information Technology users on managing the DC and the DRC. 1.14. All the proposed equipments in the DC and DRC should be rack mountable and sliding for easy maintenance activities. 1.15. The racks should be sized accordingly and calculated for the quantity to be proposed as part of this solution. Each rack should have dual power strips with adequate 15A/5A power input sockets. Each power strip should be connected to separate UPS output. All proposed racks should be closed racks with air flow coming from the bottom of the rack/front of the rack. 1.16. Applications which would also run from DRS are: a. CBS with Trade Finance, GL etc. b. Delivery Channels c. Help Desk d. DNS Server etc. e. EMS 1.17. The Principle Bidder needs to size the bandwidth for these applications, taking into consideration the 70% utilization. The network &security architecture should be identical to the DC set up. 1.18. The replication is done directly at DRS from DC. The data at DRS must not be more than 15 minutes behind the production data at DC. However in case of disaster the DRS must be up and running in 4 hours. 1.19. 2 DG sets must be considered at DRS. 1.20. Biometric access to level-3 (Most Critical Areas) area in DRS. 1.21. The server room needs to be around 1000 sq feet and there should be a buffer of 25 % for all environmental infrastructure like precision A/C etc for all other banks equipment required in the future. 1.22. The Principle Bidder is expected to provide 4 * 20 configurations EPABX at DC. 1.23. Backup for UPS at DRC should be 60 minutes. 1.24.The Principle Bidder should ensure the following minimum specifications: 1. The doors for the server room, communications room, and other critical areas for level 2 and level 3 should be fire rated 2. At the DRC the doors at the reception, level 1 area, UPS &AHU room should be of glass and fire rated.

3. The partitions for each area should be of glass except for the level 3areas which should be of fire rated bricks (capacity to hold for a minimum of 2 hours) or fire rated (same capacity) 4. There should be a viewing gallery from where outsiders can view the server room. The partition between the gallery & the server room should be of fire rated glass 5. The Server room should have a screen and should be connected to the management consoles. The screen display should be more than 55inches. 6. The level 3 areas should have precision air conditioning with redundancy. 7. The Principle Bidder is expected to provide lighting fixtures and 1 wall mounted fan in the DRC Managers room, 2 in the office area, 2 in the conference room and wherever else required. 8. The level 3 areas should have gas based fire suppression system 9. The earthing should be provided from the electrical room control panel to the earthing pits as shown by the bank team. 10. Earthing stations should contain relevant grade of charcoal/coke and salt packed around the earth plate/earth pipe as called for in the item. 11. An earth ring with relevant earth test terminal boxes shall to be provided at regular intervals. 12. The Lightning Arrestors shall be mounted and fixed to building structure using 50 x 50 x 6 mm hot dipped galvanized angles. The fixing of the angle to the structure shall be done using all GI accessories etc. 13. Adequate number of earth strips with proper sized holes shall be provided for extending earthing/looping earth connections and executed as per the requirement. 14. DRC layout should be submitted by the Principle Bidder at the time of submitting the technical bid. 15. The Principle Bidder has to visit the DRC sites to estimate the time & effort required for civil works & quote accordingly. 16. Vitrified flooring to be provided by the Principle Bidder in all areas except the server & communication room (level 3 area) where false flooring should be provided. Anti-static flooring should be provided in UPS, electrical & AHU rooms.. 17. The Principle Bidder should provide a fireproof cabinet to store on-site backup tapes taken daily, weekly, monthly and half-yearly for at-least 18 months. 18. An indicative list of items/works to be provided and done for DRC build-up is given in Form 9Minimum Specifications for UPS are given

in Form 9:_ UPS to be sized and provided by the Principle Bidder._ UPS System design concept must be based on redundancy and availability, with true-online system. Two units of UPS must be installed for redundancy._ The level 3 areas must have parallel redundant UPS and other areas should have another UPS system._ The UPS should be split type with synchronization and battery backup of 1hour for each UPS on full load._ UPS systems must take care of: 1. IT Infrastructure in the Disaster Recovery Center (servers, network equipment, security systems, precision air conditioners, etc.) 2. Workstations 3. Emergency Lighting and environmental controls (Fire Detection, suppression, surveillance system, humidity controllers, etc.)

Section 8 Bank Wide Area Network

1. The scope of the project also includes networking of 11+4, extension counters, 1 central office, 1 Admin office Data Centre (DC) and Disaster Recovery Site (DRS). The Principle Bidder is expected to design, size, supply, implement & maintain the Wide Area Network (WAN) for the Bank hereinafter referred to as BWAN. The Principle Bidder shall provide for management of the entire BWAN, including managing network connection devices, such as routers, hubs, and switches and up gradation of BWAN. Management includes proactive monitoring, performance management, problem management and change management and everything else necessary for the effective functioning of the BWAN as per service levels given. The Principle Bidder is required to liaison with third party, government authorities, etc. The Bank expects the Principle Bidder to apply to appropriate authorities for the necessary license providing wide area network . The Principle Bidder is also expected to redesign and implement the IP addressing scheme for the Bank and liaise with the service providers to obtain the necessary equipment, links and all necessary permissions. 1.1. The connectivity among the Branches, Extension Counters, 1.2 .The Principle Bidder must provide a Virtual Private Network (VPN) type network for connecting 11+4 branches to the both, the Data Centre and the Disaster Recovery Site. There must be a suitable and reliable secondary link for redundancy for this connectivity as well. Data Centre and Disaster Recovery Site must also be connected to this VPN type network through Leased Line with suitable and adequate bandwidth and reliable secondary link for redundancy.

1.3. While providing for redundancy, the Principle Bidder must take care that the solution offered by them conforms to the required uptime of the total solution as defined in RFP. 1.4. The network connectivity, to be integrated with CBS project, consists of procurement of Network equipments, installation, commissioning of the network and maintenance of the network equipments installed. This also includes total facility management and running & managing the network. Please note that the Principle Bidder will be responsible for arranging Leased Lines, ISDN etc. wherever required. The Principle Bidder shall procure these connectivities on behalf of the bank. The connecting links within the VPN cloud need not be on behalf of the bank. 1.5. BWAN should cover following features and requirements: 1.5.1. The BWAN should have the capability of handling Data and Voice. 1.5.2. The BWAN should comply with the Banks security policy as approved by the board, which is in conformity with the requirement of BS 7799, ISO 17799 standards, IT Act 2000 and RBI Guidelines. The network and its relevant infrastructure should also support Public Key Infrastructure (PKI). The Bank will share the Banks security policy with the selected Principle Bidder as available at the time of project commencement. 1.5.3. The BWAN should ensure high availability and reliability, should be scalable and flexible to accommodate any business and operational changes in future. 1.5.4. Provide an Enterprise Management Solution (EMS) encompassing the entire BWAN and other existing/proposed technology infrastructure of the Bank. 1.5.5. Provide training to the Banks information technology users on implementation and management of the BWAN. 1.5.6. Provide Structured LAN cabling in the all branches. 1.5.7. Provide a Network Management System (NMS) encompassing the entire network set-up as a part of this project. 1.5.8. The BWAN should be capable of voice compression. Whereas, data should not be compressed.

1.5.9. The Principle Bidder is expected to size and provide racks for routers and other network equipment which they would be supplying as a part of tender. 1.5.10. The Principle Bidder is expected to quote for switches at all locations which are to be networked. The maintenance of these switches will be the responsibility of the Principle Bidder and part of the network facilities management contract. . 1.5.11. Apart from the link redundancy, network redundancy must be implemented to ensure the service level uptime mentioned in Section 10 is adhered. 1.5.12. The Principle Bidder should assume 70% concurrency at the branches and bandwidth for TCO purposes. 1.5.13. The bank envisions implementing an EMS to monitor the health and performance of the systems at the locations . 1.5.15. The Principle Bidder is expected to quote for the modules of the EMS as per specifications provided in the all the bank locations of this scope. 1. The Principle Bidder is expected to submit the supporting for the CBS bandwidth per user as mentioned in Form 11. 2. The scope of the network connectivity is explained as under: 2.1. Design and deploy a wide area network Design & Deploy a wide area network to connect 11 branches, 4 extension counters and one central office and one admin office DRS to VPN cloud and DC to DRS . The Principle Bidder needs to obtain the various permissions from the necessary agencies and liaise with the various service providers for obtaining the necessary clearances and infrastructure for the WAN. The locations specified may undergo a change depending upon the future requirements as dictated by the existing and proposed business environment and competition. 2.2. Network Logical Flow The logical flow of the architecture will comprise of a core (DC & DRS),distribution (11 branches) and access (4 extension counters+1 central office and 1 admin office). 2.2.1.1. Level I Core: The core of the network consists of the Data Centre and the Disaster Recovery Site linked together through leased line(s) of appropriate bandwidth as primary link(s). Both Data Centre and Disaster Recovery Site should be connected to VPN cloud through leased line of appropriate bandwidth. Links to the following external networks will be made available at Data Centre. It is the

Principle Bidders responsibility to provide the connectivity with these networks to the banks network in question. 2.2.1.2. Level II Access: In the access network, 11 branches, 4 extension counters and 1 central office 1 Admin office will be connected through a leased line of appropriate bandwidth as primary link. 2.2.1. Secondary Links (Redundancy):The Principle Bidder is required to provide another connectivity with appropriate bandwidth as secondary link between various points as follows: : Principle Bidders to arrange ISDN line connectivity for secondary link from a service provider different from the one who has provided primary link where ever possible. Broad band Link between can be another option for secondary link Access points (11 branches,4 extension counters and 1 central office and 1 admin office )It is essential to maintain the network with the required uptime. 2.2.2.1. In the event of disaster at branches, redundancy must be formed at the branch level by directly connecting all branches under through ISDN/Broadband. This entire network should be activated in case of a primary link failure 2.2.2.2. There must be a robust level of redundancy within the Network Cloud to maintain the network uptime. 2.2.3. Tertiary Links (Redundancy):ISDN link is required as a tertiary link from Data Centre & DRS to POP of VPN type network. 2.3. Network Component Redundancy Apart from the link redundancy, the redundancy must also be implemented at the network component level. The routers must be configured for automatic fail-over so that in the event of primary router failure, the backup router must be automatically activated, without causing any loss of data and should ensure the service level uptime is adhered. The back up router should be provided at DC, DRC . 2.4. IP Addressing The Principle Bidder is expected to develop the IP-addressing scheme proposed core-banking IT infrastructure.

2.5. Network Security The proposed solution should consider and address at least the following security requirements: 2.5.1. Controlled/Secure access to network equipment and secure communication An authentication, authorization and accounting (AAA)server must be placed at the Data Centre. At the Network layer (Layer3 of OSI), we propose 3 DES IPSec between routers of all networked Branches, Data Centre and DRS. 2.5.2. The network must have at least the following security solutions deployed at the enterprise level: 2.5.2.1. Firewalls Stateful inspection, packet etc. 2.5.2.2. Intrusion Detection System Host-based and Network-based 2.5.2.3. Authentication, Authorization and Accounting (AAA) server 2.5.2.4. Data Encryption including IPSec/3DES on WAN 2.5.2.5. Policy Management Solutions 2.5.2.6. Highest level of security features supported by different network components 2.5.2.7. Anti-virus Solution (for all PCs, all Servers and all other components wherever required) 2.5.3. Security Management: The software for policy management must be installed on the network to ensure welldefined policy and monitoring for any deviation from the Banks policies which would be in line with global standards like ISO/IEC 17799, BS7799, RBI & IBA guidelines, etc. 2.6. IP Telephony: The Bank intends to procure IP Telephony for all the network locations being connected as part of this project. This facility shall be used during the business hours as well, hence the Principle Bidders are required to estimate any excess bandwidth on this account.1 IP phone per branch, extension counter and , 1 Nos. of IP Phones for DC & DRS should be considered for the same. All the Servers and other hardware related to the IP telephony solution should be kept in the Data Centre (i.e it should be a centralized solution) 2.7. Private Network: This network should consist of the following separate logical networks for the following components to enhance the security:

 CBS ATM e-mail & intranet, DNS/DHCP Other Applications Principle Bidder must provide necessary firewalls between these applications. Clearly ATM and CBS will need to interact with each other, but only through the main ATM switch. Email traffic on the other hand must never be allowed to reach the data base server hosting CBS. 2.8. Pre-delivery support service: The Principle Bidder is required to provide the Network Schematic, Network Architecture of the proposed solution for connectivity. The Principle Bidder shall submit the Network Plan along with the technical bid as per their proposed solution. The Principle Bidder is required to arrange for acquisition of leased lines as per the network plan approved by the Bank. The Principle Bidder is also required to do all the necessary co-ordination with BSNL / any other ISP . 2.9. Supply of Networking Equipments: The Principle Bidder is responsible for procurement / supply of Network equipment viz. routers, switch and modems etc. of appropriate capacity & specifications. This also includes installation of the equipment and commissioning of the network. 2.10. Facility Management Services: Total facility management service is to be provided which includes manning / helping / managing for required uptime of the networks and performing suitable test to ensure high availability of the links. This service is to be provided for a period of seven years on a yearly contract basis. For details on Facilities Management, please refer to section 9. 2.11. Network Management Service: Management of the whole network system and provide Help Desk to monitor the network availability, reliability, maintenance and quality of service for a period of seven years, with a progressive transfer of the Network Management after seven years to the Bank. 2.12. Management of hardware & software, Leased Lines etc.: The Principle Bidder is responsible for maintenance of all the hardware & software delivered by him and other services/facilities arranged by him in this connection on Annual Maintenance Contract basis for four years after three years of Warranty.

2.13. Enterprise Management System (EMS):Besides the specifications provided in EMS the application should provide for the following: a. Network Management: Enterprise Management solution should provide comprehensive and integrated network management including fault, performance and service level management. Solution should continuously monitor the health and availability of heterogeneous networks in the enterprise, and should help in delivering IT as a service. It should support such data sources as used for monitoring and reporting. It should support definition of metrics and measures on those metrics for service level reporting. It must provide advance visualization in form of dynamic intuitive views, mapping IT to business processes and helping in management of IT Infrastructure. It should have a multi-level, hypertier, and highly scaleable manager/agent architecture. The agents should share data with peer agents, and should perform filtering, correlation and automatic response at agent level. It should also provide policy based automation and integration with management agents. Such distributed management should be possible within proposed product by design and component and not just by installing various different softwares. b. Management Portal and Enterprise Reporter: EMS should have in-built management portal, which would provide personalized intuitive information for both technical and business focused administrators. It should provide dynamic personalization that would allow administrators to set up a management portal that suits their unique needs. It should consolidate disparate data sources, querying, reporting and present them in a unified view that suits individual preferences. It should also provide filters that enable specified user groups to receive personalized event notifications. Management portal should allow for near real time update of management data from sources such as network management, service level management, helpdesk, web management, application response, performance etc. as applicable. It should allow its users (like service customers, enterprise users, IT management etc.) to select what data

they would want to see and how. It should consolidate management and status information to show the overall status from a high-level business perspective. It should be possible to generate Real time and historical reports based on information gathered by various management modules. It must provide out of box as well as support adhoc reports. These should be publishable through management portal. It should have inbuilt provision for distributed data collection, analysis and reporting. It should also be possible to import data, to read and utilize, collected by other systems, log files or other sources of information. It should be possible to define service incidents, identifying periods in which data is invalid for specific data collections. This should provide the ability to ignore collected data which is not to be included in the report production. For example, if a set of data collections are influenced by a power outage, which is not operations responsibility. It should be possible to define a service incident for this. c. Server Management (including Health Monitoring and Performance Management) Management of Servers should be done in integrated and concise manner. It should support distributed platforms It should provide following key functions: Centralized Monitoring of the health of critical servers distributed across the network. Detailed performance monitoring of the servers on Real Time as well historical long term basis. Proactive management of server resources. Centralized event management for the servers health related events. Most importantly policy /rule-set definition to trigger action depending on the status of the monitored server resources. Job and Schedule Management Job and Schedule Management should provide for job automation based on various criteria such as time, data input, triggers, other jobs etc. it must provide dependable means of managing jobs, platform environments with active support for redundancy and fail over. It should provide visual job definitions and checks with active support for dependency runs. It should provide consolidated and secure interface to create, update, and monitor jobs across multiple platforms. It must support architecture wherein, local jobs on a server must continue even if contact with job Manager is lost. e. Data Availability Management (Backup and Restore)

EMS should provide a comprehensive, enterprise-class backup and recovery solution that can provide powerful manageability and complete data

protection. It must provide speedy backup and restore while providing maximum ease of operation, unlimited scalability and superior reliability for the enterprise. It should be portable in SAN and NAS environments. It must offer hot/online protection of enterprise class database and Server operating environment. It must also support features such as Disaster Recovery, Backup Portal and Reporting.

Section 9 FACILITIES MANAGEMENT

1. Services to be covered: This section describes, but does not limit, the services required by the Bank for Core banking & other softwares such as Fixed Asset, Inspection,HRMS software & Anti Money Laundering, Cash Management & hardware at the Data Centre, Disaster Recovery Centre, , Branches, Extension counters & Admin office. The Bank intends that the contract which is contemplated herein with the Principle Bidder shall be for a period of seven years (7 years) post completion of pilot, and shall cover all deliverables and services required to be procured or provided by the Principle Bidder during such period of contract. For any and all networking related services the Principle Bidder is expected to provide all relevant facilities management services, mentioned in this document and any other services related to networking operations. The Principle Bidder is expected to provide and cost for helpdesk and help desk agents over the period of the contract. However, for Help Desk agents, the Bank may deploy its own staff or agents from other providers by informing the Principle Bidder atleast a month in advance. The Principle Bidder needs to consider and envisage all services that would be required in the maintenance of the facilities. FM is envisaged for the centralised banking branches, extension counters and offices including Citizens` Admin office ,central office , DC, DRC, other administrative outfits and other WAN locations as they are implemented and rolled out on the CBS. The payments would however be made only on actual take over of the branches for FM by

the Principle Bidder . FM for all purposes means all AMC, warranties, annual technical support for all applications and interfaces provided, quoted and developed by the Principle Bidder and all other costs necessary and incidental for the maintenance and support of the infrastructure and equipment. The locations under the scope of FM are 11 branches, 4 extension counters, central office and 1 admin office , DC, DRC The Facilities Management services would at least include: Hardware Management (Servers, Desktops, Peripherals, etc.) Computer Hardware and Peripherals and Infrastructure and other Equipment Maintenance Inventory Management Software Maintenance Software Support Change Management Version Management LAN and Server Administration Wide Area Network Management Network Operations and Management Operations Management Warranty Asset Moves Help Desk Software Distribution Software License Management Anti Virus Management Security Asset Tracking Training Integrated Customer Support and Help Desk Management and Application management including day end, day-begin, monthend, year end, periodic and daily backups. Software updates, patch management, security updates, data updates from one application to another application in the centralised-banking environment. Branch Hardware & Peripherals Management for hardware and peripherals supplied as part of this RFP The Principle Bidder is requested to provide a detailed bill of material and methodology for providing each of the above service at each of the locations, respectively. The Principle Bidder will be solely responsible for

providing all services as mentioned above for all third party applications quoted by the Principle Bidder as a part of the bid. 2. Definitions & Reference: 2.1. Working Day: A working day would be any day any branch / office of the Bank is functioning. 2.2. Business hours: Business Hours for the purpose of service standards would be 8.00 am to 8.00 pm., on all working days. 2.3. Restore to Service: Provides standard maintenance services including: 2.3.1. Diagnostics and troubleshooting. 2.3.2. System, component & network maintenance. 2.3.3. Configuration changes, tracking, and documentation. 2.3.4. Upgrade / Enhancement The maintenance for the services would be for the entire business infrastructure of the Bank including, but not limited to, the applications, databases, interfaces, servers, networking infrastructure, security systems, load balancing systems, power supply & air conditioning provided by the Principle Bidder under this RFP. 2.4. Third Party Support: For infrastructure and applications, which are not a part of this RFP like other hardware, treasury, ATM and TBA solutions etc, the Principle Bidder needs to only liaise with the original Principle Bidder and ensure prompt servicing. The services should include: 2.4.1. Interface with the applicable Third Party Vendor on behalf of the Bank. This may involve working with the Third Party Vendor to issue defect correction information, a restriction, or a bypass. 2.4.2. Principle Bidder shall facilitate resolution of End User Software problems including, for warranted or supported Software, contacting the Third Party Vendor for resolution assistance or, if available, to obtain the "fix" from the Third Party; and 2.4.3. For Software fixes arrange with the Third Party Vendor to have the fix sent directly to the End User. 1. Services scope This section describes, but does not limit, the services required by the Bank. The Principle Bidder shall consider and envisage all services that will be required in the maintenance of these facilities.

The Principle Bidder must agree that these services and the management of these services will be provided for all the departments/ business units, administrative and head offices and branches of the Bank. The Principle Bidder is expected to provide AMC, ATS & Warranty for the software & hardware provided by him at the all branches and software at the remaining locations in this bid. HARDWARE 2. Hardware Management (Servers, Desktops, Peripherals etc.): As a part of FM, the Principle Bidder shall provide services relating to maintenance and support to computer hardware and other peripherals for the 17 locations. 3.1.1. The Principle Bidder shall provide the services to ensure appropriate computer platform hardware (e.g., processor, memory, network interface card, etc.), peripherals (printers, scanner, modems, etc.)and system software (e.g., operating system, database, middleware etc.) are available to the specified server type. 3.1.2. The Principle Bidder shall provide services, which include requirement analysis, assisting the Bank in hardware and system software platform acquisition, testing, verification, and installation , problem identification, root cause analysis and problem resolution. The Principle Bidder accepts that these services allow access to business critical software. The Principle Bidder agrees that services provided include implementation and maintenance of the server, desktop and peripherals as well as installation of the licensed software and other software used by the solutions quoted by the Principle Bidder . 3.1.3. Hardware, Software & Peripherals Changes, Relocations & Maintenance. A request for hardware or software change/relocation/upgrade is defined as a service delivery order, to perform client requested hardware or software installation, deinstallation, re-installation and maintenance. Each service delivery order can request to change/relocate/upgrade multiple hardware/software application/users. 3.2. Computer Hardware and Peripherals and Infrastructure, Equipment Maintenance: 3.2.1. The Principle Bidder shall provide for maintenance of Hardware, including preventive Hardware support, as well as repair

and / or replacement activity after a problem has occurred, Warranty service management, including coordination for all branches 3.2.2. The Principle Bidder shall provide a single-point-of-contact to End Users for the resolution of Hardware related problems or to request an equipment upgrade or consultation. 3.2.3. During the breakdown of the Computer Hardware and Peripherals and Other Equipment, the Principle Bidder shall provide stand by equipment of the same make / model or of higher configuration in place of the original equipment taken to their premises / service centre, etc. for repair / replacement as per the agreed service level agreement. 3.2.4. If the items of Computer Hardware and Peripherals and Other Equipment are to be replaced permanently, the Principle Bidder shall replace the equipment of same Make/ Model/ configuration or of higher configuration. However, the Bank may accept different make/model/ configuration at its discretion if the original make/model/ configurations are not available in the market due to obsolescence or technological up gradation, stoppage of the production of the same make/model/ configuration by the MANUFACTURER or cessation / winding up of the Company. The price benefit if any gained in the process by the Principle Bidder , is agreed by the Principle Bidder to be passed on to the Bank. 3.2.5. Principle Bidder shall provide Hardware maintenance services including preventive maintenance (e.g., running standard diagnostics, machine cleaning, checking cables and ports), corrective maintenance to remedy a problem, and scheduled maintenance required to maintain the Hardware in accordance with manufacturers' specifications and warranties. 3.2.6. Principle Bidder shall request the dispatch of the appropriate Principle Bidder maintenance provider for Hardware maintained under a third party agreement. 3.2.7. Principle Bidder shall co-ordinate and schedule maintenance activities with the End User and appropriate support functions of the Bank (e.g.network support, facilities support, etc.). 3.2.8. Principle Bidder shall provide recovery procedures to maintenance personnel of the Bank. 3.2.9. Principle Bidder shall maintain accurate documentation on the current location and status of Hardware in the process of being repaired.

3.2.10. Principle Bidder shall provide maintenance data, as reasonably requested by the Bank, to support replacement / refresh scheduling. 3.2.11. Principle Bidder shall provide an interface to problem management process of the Bank. 3.2.12. Principle Bidder shall provide support and assistance, as required, to isolate complex network, operational and software problems. 3.2.13 Principle Bidder shall update, or provide the information required for the Bank to update the asset management system with the Bank. 3.2.14 Principle Bidder shall track and report observed Mean Time Between Failures(MTBF) for Hardware. 3.2.15 Principle Bidder shall backup, remove, protect, and restore programs, data and removable storage media in a machine prior to presenting the machine for service. 3.2.16 The Principle Bidder shall provide all maintenance services in accordance with the Service Levels given in Section 10. 3.2.17 The Bank will not be liable to pay any additional amounts in respect of any sort of maintenance required during the tenure of the contract. 3.2.18 The Principle Bidder will provide checklist to the bank for pre-implementation testing and audits as suggested by the manufacturers. 3.2.19 The Principle Bidder will conduct system health checks and system audits at periodic interval. The health check of the systems can be done from the banks premises only. 3.2.20 The Principle Bidder is expected to get a preimplementation audit clearance from the hardware and data base manufactures for the production environment. 3.3 System Administration: Provides for system administration services. Examples of the services are: Client account maintenance -Creating users, groups, creating user accounts, deleting user accounts, modifying user accounts, etc. on the system. ; File / system / application access management -Maintaining file and directory permissions on OS and application access management like creating user accounts at application level, assigning application access, setting application passwords, user lockout, etc.;

 Security monitoring and investigation -Monitor physical security, Assess risks on a particular system [OS environment and user needs], Monitor network security, Monitor denial of service attacks, Bad bugs programmed threats, track logins, logouts, command runs, perform security audits, etc.; Performance optimization and reporting -Process and Memory Management, Monitoring CPU performance, Monitoring Memory performance, Monitoring Input/Output performance, Monitoring Ethernet Traffic, etc.; Error detection and correction; Troubleshooting and client support; and Backup File Retention -Creating backup schedule, Performing backups and restoring files, Storing backups and managing media life expectancy for storage media, etc. Backups need to be taken by the Principle Bidders for the entire period of FM. For this purpose the Principle Bidder needs to factor the necessary backup tapes meeting industry-leading practices. The service level expected for all the scheduled services is immediate, in conjunction with the selected Principle Bidder , and for non-scheduled services during business hours is 30 minutes and during non business hours is before next business day. 3.3.1 Hardware, Software & Peripherals Changes, Relocations &Maintenance: A request for hardware or software change / relocation / upgrade is defined as a service delivery order; to perform client requested hardware or software installation, de-installation, reinstallation and maintenance. Each service delivery order can request to change /relocate / upgrade multiple hardware / software application / users .Customer Support & Help Desk Management 3.4 Integrated Customer Support & Help Desk Management: The Bank requires the Principle Bidder to provide Help Desk to service, track and route requests for service and to assist end users in answering questions and resolving problems related to the network, DC, DRC, equipment or applications, at all the branches & offices. The helpdesk solution proposed by the Principle Bidder should have been implemented and live in at least one bank in India. This Help Desk shall be the Single Point of Contact (SPOC) for all users of the Banks IT services and will be located at Data Centre. It becomes the central collection point for service staff contact and control of the problem, change, and service management processes. This includes both incident

management and service request management. This will be the first level of support. It is also expected that a second level of support be maintained at the central level from where the various branches can be serviced in case of problem escalation. If a problem is not resolved by telephone and the End User declares the problem to be of an emergency nature, the Principle Bidder shall dispatch a help desk representative who will provide Desk Side Support Service according to service levels given. The Principle Bidder is also expected to log each call made to the helpdesk and issue a ticket number for all calls entered. The helpdesk solution to have the capability to upload frequently asked questions and solution. 3.4.1.2 The Principle Bidders customer support desk and personnel must integrate with the Banks internal support staff, external service providers and/or other agencies as appropriate. For all the Banks IT services ,the Principle Bidder shall provide the following integrated customer support and help. At a minimum these services shall include the following: 3.4.1.3 Establish a help desk as a Single Point of Contact for all services; The helpdesk should be available 24 hours a day, 365 days a year with response consistent with the service level to be agreed upon at the time of contract finalization; 3.4.1.4 Providing telephonic and / or electronic mechanisms for problem reporting requests for service, and status updates; Each seat should have an out-bound dialing facility. The Principle Bidder has to at all times provide the resolution / service as per the defined service levels. The Principle Bidder has to make sure that the methodology proposes for addressing and resolving problems are aligned to the required and defined service levels. 3.4.1.5 Routing of non-Principle Bidder supported actions to the appropriate service provider within 15 minutes after acknowledgement receipt of the trouble ticket of Bank-supported applications; 3.4.1.6 Tracking of problems from initial call to restore to service. This includes problems redirected to non-Principle Bidder service providers; Notifying users of problem status and resolution; Monitoring systems to proactively determine, diagnose, and resolve problems. This

includes notifying customers and all service providers of known problems and alerts; 3.4.1.7 Provide reports that effectively summarize and communicate the performance and compliance with service levels defined in the Banks service level agreement (SLA) with the Principle Bidder . The Bank will have the ability to directly generate standard and ad hoc reports as needed; 3.4.1.8 Provide training for all productivity tools; 3.4.1.9 The Principle Bidder is expected to document detailed problem resolutions and solutions for reported problems. 3.4.2 Hardware and Software Services: The Principle Bidder shall: 3.4.2.1 Provide Support for hardware, software and all IT infrastructure of the Bank, including problem logging, assigning incident numbers and dispatching the appropriate support personnel to remedy a problem; 3.4.2.2 Priorities problem resolution according to Service Levels specified in Section 10. 3.4.2.3 Notify designated personnel of systems or equipment failures, or of an emergency, according to the Help Desk Procedures Manual; and escalation matrix as specified in the service level agreement document specified in Section 10; 3.4.2.4 Initiate a problem management record ("PMR") to document a service outage to include (for example) date and time opened, description of symptoms, and problem assignment (Level Two/Level Three), and track and report on problem status, as required; 3.4.2.6 Answer End User "how-to" and "usage" questions related to End User Software supplied by the Principle Bidder as part of this RFP and forward the how-to and usage questions related to End User Software not supplied by the Principle Bidder as part of this RFP to the concerned Third Party Principle Bidder and answer End User as specified by the Third Party Principle Bidder ; However, for CBS, the Principle Bidder should deploy people in the helpdesk who are conversant and knowledgeable about the CBS and can resolve routine problems, queries and critical problems on the phone immediately. 3.4.2.7 Dispatch the appropriate personnel for Desk Side Support Service, if required, to help resolve End User outage conditions; Maintain an updated help desk personnel contact listing; and

3.4.2.8 Communicate (through channels of the Bank or as part of basic orientation) on Services available through the Principle Bidder and the procedures, including updates to such procedures, for accessing each Service. 3.4.2.9 Provide for IP Telephony access for helpdesk agents. 3.4.3 Management Services: The Principle Bidder shall: 3.4.3.1 Provide "ownership-to-resolution" of all help desk calls, monitor and report on the progress of problem resolution, confirm resolution of the problem with the End User, and log the final resolution via the problem management system; 3.4.3.2 Record, analyze and report to the Bank on calls received by the help desk, including: Call volumes and duration, Problem trends, and Call resolution time. Unresolved called Age analysis of unresolved calls Problem solution and resolutions 3.4.3.3 Define help desk call prioritization guidelines, problem severity codes, and escalation procedures in consultation with the Bank; 3.4.3.4 Perform periodic problem reviews for root cause analysis of all reported problems and, in conjunction with the Bank, establish appropriate measures to prevent recurring incidents; 3.4.3.5 Ensure all the End Users at the Bank have a basic level of understanding of the new service delivery process, including the Hardware, Software and Services to be supported by the help desk; 3.4.3.6 Monitor and report to the Bank on maintenance of performance by the Principle Bidder ; 3.4.3.7 Provide input to the Bank on End User training requirements based on help desk problem call tracking and analysis; 3.4.3.8 Manage problem escalation procedures as defined by the Bank and documented in the Help Desk Procedures Manual; 3.4.3.9 Provide a monthly report to the Bank assessing the help desk performance against the Service Levels mentioned in Section 10.

3.4.4 Procurement Services: The Principle Bidder shall: Communicate to the Bank for resolution of any problems in achieving Service Levels, which are the result of actions or inactions of third party suppliers selected by the Bank; and Maintain an on-line catalogue of the approved Hardware, Software, services and supplies at the Bank and provide guidance to End Users at the Bank on the use of the catalogue. 3.4.5 Problem Coordination Services :The Principal bidders responsibility. 3.4.5.1 Dispatch the appropriate support personnel to remedy a problem; within the timeframes as required to achieve the desired service levels; 3.4.5.2 Interface with and coordinate problem identification and resolution with the appropriate support organizations within the Bank; 3.4.5.3 As required, provide support for Hardware and Software by reporting and coordinating problem identification and resolution of problems with third party services providers; 3.4.5.4 Coordinate designated Principle Bidder repair services with the End User at the Bank; and 3.4.5.5 Hold regularly scheduled problem status update meetings with Bank personnel. 3.4.6 Recovery Services: The Principle Bidder shall advise the End User to take reasonable steps to backup information, if possible, prior to attempting to effect a resolution either by phone or hands-on during Desk Side Support Service and assist with file restoration. 3.4.7 Help desk Service Level Requirements: Service level requirements are based on industry standard best practices.; 3.4.8.4 The Principle Bidder needs to quote per person rate for a help desk agent. The rate should be for an 8-hour shift per day. The Bank will finalize the number of agents to man the helpdesk and help desk operations which is a total of 2. The people at the central helpdesk should be able to communicate in Hindi and English languages. 3.4.8.5 The system should have the facility to record all the calls. The call

data from the tapes/voice logger should be archived on to a separate hard disk every 15 days. Thereafter, the data on the hard disk shall be stored by the Principle Bidder using such naming conventions that support easy retrieval. 3.4.8.6 It is completely a Principle Bidders responsibility to see that regulatory requirements for call termination for VOIP telephony and Help Desk is maintained. 3.4.9 The Help Desk management 3.4.9.1 The help centre should be located at the bank premises next to the data centre and should be available 24 hrs a day ,7 days a week ,with response to consistent with the service level agreement to be signed at the time of contract finalization the help desk . should be able to handle calls from all the banks customers i.e. Corporate as well as retail customers related to but not limited to: Deposit Accounts (Savings, Current, Term Deposit, Recurring Deposit, etc.); Loan Accounts (Cash Credit, Overdraft, Retail Loans, Term Loan, etc.); Other products offered by the Bank Information related to the Bank for example, branches, ATM locations, rules / interest rates / commission applicable to different transactions / products; Requests for change of address, stop payment instruction, standing instruction, duplicate credit / debit card, additional / supplementary card, request for cheque book, issue of Demand Drafts etc.; Any other customer queries. 3.4.9.2 The Principle Bidder is expected to staff, monitor maintain & manage and run the help desk operations. 3.4.9.3 The Principle Bidder needs to quote per person rate for a help desk agent. The rate should be for an 8-hour shift per day. The Bank will decide the number of agents that man the help desk. The personnel at the help desk should be able to communicate in Hindi and English languages.. SOFTWARE DISTRIBUTION 3.5 Software Distribution: 3.5.1 The Principle Bidder shall define software distribution processes and procedures, packaging (standard Bank Desktop / Server software build), configuration customization, and distribution. The operations will be performed on the networked locations of the Bank with valid EMS license availability. 3.5.2 The Principle Bidder shall ensure that installed software is available at consistent release levels.

3.5.3 The Principle Bidder shall perform system planning and design for software distribution (e.g., boot diskettes, tapes, server-based software). Once this process is defined, Principle Bidder shall perform the set-up for distribution and test the distribution process. 3.5.4 The Principle Bidder shall develop the strategy for activation, including: Which nodes must be activated first; Start times (e.g., nights and weekends when there is less live activity and less impact on End Users);Assignment of attended and unattended nodes; and Distribution 3.5.5 Prior to distribution, Principle Bidder shall check software configuration and ensure policy compliance 3.5.6 Principle Bidder shall test all new releases of software prior to promotion into the production environment to check compatibility with existing configurations 3.5.7 Principle Bidder shall establish, in conjunction with the Bank, a distribution plan prior to each major software (new or upgrades) rollout 3.5.8 Principle Bidder shall communicate to the End Users and business units at the Bank, any prerequisites (e.g., disk space, operating system, data backup) prior to software distribution and any postinstall requirements (e.g., security, software support) 3.5.9 Principle Bidder shall distribute/install configured and tested software to currently installed systems in accordance with the Service Levels given in Section 10 of this document. 3.5.10 Principle Bidder shall take corrective action, as appropriate, for problems resulting from software distribution (additions or upgrades) to correct error conditions and facilitate application stability; 3.5.11 For software procured through the Principle Bidder, the Principle Bidder shall distribute to the End User at the Bank, the provided operational documentation, including a copy of the Principle Bidder license agreement, if applicable; 3.5.12 Principle Bidder shall update the information on the asset management and software license management systems implemented at the Bank. 3.5.13 The Principle Bidder will need to factor in all hardware, bandwidth and other requirements for software distribution to the branches, administrative office, business units etc. as per their distribution methodology. The bank will bear no extra cost for any software distribution.

SOFTWARE MAINTENANCE 3.6 Software Maintenance: 3.6.1 The Principle Bidder should provide, through a set of standard software packages, software and software related services to servers and desktops. The Principle Bidder should ensure that appropriate application software suites are available to the specific functional users. 3.6.2 Types of service include requirement analysis, assisting the Bank in software product acquisition for testing, verification, and installation of Principle Bidder supported software, in accordance with bug fixes, emergency changes and program changes initiated by the users. 3.6.3 The Principle Bidder should provide an enterprise wide anti virus solution for the. This excludes the head office. The anti virus solution should be a centralized solution. It should integrate with the proposed EMS solution to push the patches to all workstations connected to the network. The Principle Bidder should provide an anti-virus solution consisting of SMTP Gateway, HTTP, URL filtering, server & desktop anti-virus module. The number of nodes by phases is given below: Pilot Phase I and Phase II Total Number of Nodes= 200 3.6.4 Prior to delivering any software to the Bank, the Principle Bidder will be required to test the software and the media on which it is to be delivered with a current version of a leading anti-virus application in efforts to detect, and if so detected, to eliminate, any viruses or worms designed to damage, disrupt, disable, harm, or otherwise impede in any manner, the orderly operation of the software. The Principle Bidder shall also ensure that the software does not and shall not contain any computer code or any other procedures, routines or mechanisms to: (i) disrupt, disable, harm or impair in any way the software (or other applications installed on the system the software is installed or interacts with) orderly operation based on the elapsing of a period of time, exceeding an authorized number of copies, advancement to a particular date or other numeral (sometimes referred to as time bombs, time locks, or drop dead devices); (ii) cause the software to damage or corrupt any of the Banks or its clients data, storage media, programs, equipment or communications, or otherwise interfere with the Banks operations, or (iii) permit the Principle Bidder and/or its personnel and/or its

licensors and/or any other third party, to access the software (or any other software or Banks computer systems) to cause such disruption, disablement, harm, impairment, damage or corruption (sometimes referred to as traps, access codes or trap door devices). 3.6.5 The Principle Bidder shall provide a software distribution infrastructure (EMS) that can support timely delivery of software updates and configuration changes to all subscribers of this service. 3.6.6 The Principle Bidder is expected to do version upgrades and version migrations during the course of the contract ensuring customizations already done are carried over successful to the new/next version. The Principle Bidder will be responsible for implementing version upgrades, releases and version migrations as a part of the contract. SOFTWARE MAINTENANCE & SUPPORT SERVICES 3.8 Software Maintenance and Support Services during Warranty and AMC: 3.8.1 The Software Maintenance and Support Services contemplated herein shall be provided for all Licensed Software implemented by the Principle Bidder . The Principle Bidder shall render both on-site and off-site maintenance and support services to the Bank to all the designated locations. The Principle Bidder shall provide remote trouble shooting /customer support mechanism from any single location like admin Office of the Bank, Data Centre, Disaster Recovery Centre or from all branches of the Bank or through Web based methodology. The Maintenance and Support Services shall be provided from the Support Centre. The Maintenance and Support Services will cover :All product upgrades, modifications, enhancements that have to be provided to the Bank free of charge. 3.8.2 Enhancements provided by the Principle Bidder would include changes in the software due to Statutory and Regulatory changes and changes required due to changes in industry and other banking practices in India or any other requirements of the bank, which will need to be provided at no extra cost to the bank for the entire period of the contract. It will also include all the functionalities mentioned in the Form 8. 3.8.3 Modifications would include minor changes, bug fixes, errors solutions and minor enhancements that are incidental to proper and complete working of the application.

3.8.4 Upgrades would include product releases made by the Principle Bidder to incorporate technological changes, consolidating all bug fixes, consolidating all enhancement requests made by the Bank. NO customization and subsequent implementation charges will be payable by the Bank for enhancements, modifications and upgrades .The Principle Bidder agrees that any future upgrades, modifications or enhancements shall not affect the current working of the licensed software and all current functionality shall be migrated to the new /enhanced version. The Principle Bidder shall implement the new/enhanced version and that the Bank will bear no cost for migrating the existing functionality to the new / enhanced version. The Principle Bidder shall have the responsibility to ensure that the designated software Principle Bidder undertakes to perform all obligations with respect to the Core Banking Solution and all other software contemplated in the Core Banking Project, upon the same terms and conditions as agreed to by the Principle Bidder in the event that (i) Principle Bidder is unable to perform its obligations, (Ii) Principle Bidder refuses to perform its obligations, (iii) expiry of the agreement and (iv) termination of agreement, with respect to the Core Banking Solution for any reason whatsoever. The Principle Bidder acknowledges that the rights mentioned herein are without prejudice to the rights and the remedies (under law or equity) that the Bank may have against the Principle Bidder . 3.8.5 The Principle Bidder shall apply regular patches to the licensed software including the operating system, databases and other applications as released by the Original Equipment Manufacturers (OEMs), for which the Bank will bear no additional costs. The Principle Bidder agrees that the business of the Bank will not be affected adversely as a result of any new releases, enhancements, patches, etc. The Principle Bidder agrees at all times to meet the service levels as specified in this RFP document. 3.8.6 The Principle Bidder shall maintain the entire IT infrastructure for all the components implemented under this RFP. 3.8.7 User support in case of technical difficulties in use of the software, answering procedural questions, providing recovery and backup information, and any other requirement that may be incidental/ancillary to the above;

3.8.8 Prompt receipt, analysis and reporting of reported deficiencies in the operation of the software and supply of information and advice on such deficiencies; 3.8.9 Installing/commissioning the software at the designated locations/changed designated location at no additional cost or fees or expenses to the Bank. Installing/commissioning the upgrades /new versions/ new releases of software at the designated locations/changed designated location at no additional cost or fees or expenses to the Bank. 3.8.10 Providing remedial support in case the software media is virus inflicted at no additional cost or fees or expenses to the Bank; 3.8.11 Unscheduled, on call, corrective and remedial maintenance and support services; Providing enhancements; 3.8.12 Providing changes to the licensed software, which are of software fine-tuning in nature. 3.8.13 Program Errors correction: 3.8.13.1 The Principle Bidder shall use its best efforts in remedying any program error. All Program Errors shall be reported in accordance with the procedure prescribed in respect thereof and shall be accompanied by sufficient information including the input data that generated the program error so as to enable the Principle Bidder to reproduce and verify the reported program error. On receipt of request together with all such information and data the Principle Bidder shall use all-out efforts, consistent with the severity of the program error, to remedy such program error which is within the purview of the system logic, that it has been able to reproduce and verify. Such remedies may include providing instructions to relevant parties to cure the program error or delivering updates at no additional cost. The Principle Bidder warrants that any or all program errors that are reported will be remedied. In the event, the Principle Bidder determines that the error reported/ problem notified in the support request is not a Program Error, it shall advise the Bank whether it can correct or assist in resolving such error/problem on a best effort basis. 3.8.14 Updates/Upgrades/New releases/New versions: The Principle Bidder may from time to time release Updates/Upgrades/New releases/New versions and notify the Bank about the same. The

Principle Bidder agrees that all such Updates/Upgrades/New releases/New versions, as and when released during the term of warranty or AMC shall be provided to the Bank at no additional cost or fees or expenses including implementation cost. 3.8.15 Enhancements: 3.8.15.1 All requests for Enhancements that may be required for any reason by the Bank shall be made in accordance with the procedures to be established by the Bank in this regard at no additional charges for the same. 3.8.15.2 Any service provided by the Principle Bidder , which is within the purview of the Software Maintenance and Support Services contemplated here in shall be at no additional cost or fees or expenses to the Bank. 3.8.15.3. The Principle Bidder shall rectify any corruption in the application software or media at no extra cost to the Bank. 3.8.15.4. The Principle Bidder shall ensure almost nil downtime of licensed software, prompt execution of customization and enhancement requirements ,version control mechanism and also to develop smooth up grades and version changes, on going training, user group meetings and feedback mechanism. 3.8.15.5. The Principle Bidder agrees that licensed software support will include specifically the helpdesk, update, upgrade, technical guidance on usage of features and functionality, problem solving and troubleshooting including troubleshooting and operational errors/bug fixation, rectification of bugs, enabling features of the licensed software already provided exclusive of new software licenses, providing additional user controlled reports, enabling parameterized features, future product information, migration path details and consultancy. The Principle Bidder agrees that the support will be rendered in person in the normal course and in emergencies, support will be extended through telephone, fax, and email and that such instances should be an exception. 3.8.16. Obligations of the Principle Bidder :In the course of rendering the aforesaid Software Maintenance &Support services, Principle Bidder shall be responsible for the following: 3.8.16.1. The Principle Bidder shall render both on-site and off-site maintenance and support services to the Bank. The Principle Bidder shall provide remote troubleshooting / customer support mechanism. The Software Maintenance and Support Services shall be provided from the Help Desk .

3.8.16.2. Principle Bidder shall assign personnel of appropriate qualifications and experience to perform the services in order to fulfill its obligations. 3.8.16.3. Principle Bidder shall designate one of its personnel as the Project Manager, to interact with the Designated Customer Support Contact from the Bank for the purposes of getting approvals, progress report, discussing and resolving issues, arranging meetings, etc. 3.8.16.4. Principle Bidder shall exercise requisite control and supervision over its personnel in the course of rendering the services and make best efforts to ensure that the services are rendered in a continuous and uninterrupted manner. 3.8.16.5. Principle Bidder will have the right to withdraw its personnel, by replacing the persons with others having appropriate experience and skills at its own cost. In the event that any person engaged/deputed/deployed for rendering services, is, either; no longer available by reason of resignation or termination or the like; or unable to render satisfactory services; or not acceptable to the Bank by reason of any misconduct or nonperformance on the part of such person 3.8.16.6. Principle Bidder will use all reasonable endeavor to replace such individual promptly by another sufficiently skilled, qualified, and experienced person at its own cost. Principle Bidder will in the discharge of its obligations use all reasonable endeavors to minimize changes in personnel. 3.8.16.7. Principle Bidder will respect the confidentiality of all information given to it by the Bank and will not divulge such information to any third party or other units without the consent of the Bank. 3.8.16.8. Principle Bidder shall impart to the authorized employees of the Bank, additional technical and/or user training in respect of any corrected licensed software provided, if required by the Bank. 3.8.16.9. The Principle Bidder shall promptly install/implement the corrected licensed software and/or maintenance releases provided at the Designated Location(s) of the Bank at no additional cost or fees or expenses.

3.8.16.10. The Principle Bidder shall undertake regular preventive maintenance of the licensed software. 3.8.16.11. All bug fixations / modifications / enhancements relating to the licensed software shall be done by the Principle Bidder in a time bound manner. The Principle Bidder shall fix bugs of critical nature within the defined SLA timelines and work around solutions shall be given immediately. The Principle Bidder shall fix the non-critical bugs as per the Section 10. The Principle Bidder shall adopt a common, smooth, timely and effective and satisfactory bug/enhancement handling mechanism. The Principle Bidder agrees that the errors resulting from the licensed software shall not be attributed to alleged misuse, improper use, alteration or damage by users. The Principle Bidder shall compensate the Bank such financial loss suffered by the Bank if the Principle Bidder fails to fix bugs, provide the modifications / enhancements /customisation as required by the Bank as per the terms and conditions of this RFP and to meet the services level agreements as will be entered into by the Principle Bidder with the Bank. 3.8.16.12. Obligations of the Bank: The Bank shall be responsible for the following: 3.8.16.13. The Bank shall ensure that all requests for support services are formally raised in accordance with the procedure prescribed in respect thereof and all such requests conform with the formats agreed upon from time to time. 3.8.16.13.1.The Bank shall give Principle Bidder and its personnel full access(physical and/or remote) to the Support Location, and the Designated hardware & Equipment to enable Principle Bidder to provide the Maintenance& Support Services on a need to know need to do basis . During resolution of a reported problem, Principle Bidder shall provide the Bank with periodic status updates and also provide the Bank with a (monthly/weekly) report detailing the disposition of each reported problem, and other contents as desired by the Bank The Principle Bidder shall provide reasonable effort using available resources to assist the End Users at the Bank with Software support for problem determination and resolution. Principle Bidder shall provide for all costs, including travel, incurred by the Principle Bidder in providing the FM function as these costs shall be borne by the Principle Bidder . The Bank will not be liable to pay any cost, expenses, charges, etc. under any circumstances.

LAN and SERVER ADMINISTRATION 3.9. LAN and Server Administration: 3.9.1. The Principle Bidder shall provide for LAN and Server administration services including administrative support for user registration, creating and maintaining user profiles, granting user access and authorisation, providing ongoing user password support, announcing and providing networking services for users and providing administrative support for print, file, directory and e-mail servers 3.9.2. The Principle Bidder shall perform router management for all the 11 branches, 4 extension counters, central office ,admin office, DC, DRC 3.9.3. Principle Bidder shall provide a single-point-of-contact for requesting LAN and Server administration services and answering administrative equestions. The LAN administration personnel of the Principle Bidder will respond to the initial request from the Bank within the agreed service level objectives and service coverage hours. 3.9.4. Principle Bidder shall install, configure, customise and test all

network components, hardware and software. 3.9.5. Principle Bidder shall maintain access controls to protect and limit access to LAN resources to the authorised End Users of the Bank. The Principle Bidder shall maintain event log for all logical access to Server resources. 3.9.6. Principle Bidder shall perform user ID and group management services for access to Server resources (for example, user ID add/delete/change, passwords, server space allocations, user and system profiles). 3.9.7. Principle Bidder shall provide support as required to assist with hardware and software problem isolation and resolution in the LAN environment. 3.9.8. Principle Bidder shall perform file space management services (for example, storage management, protection, and defragmentation). 3.9.9. Principle Bidder shall perform LAN and Server problem determination.

3.9.10. Principle Bidder shall manage queues (spool) for output devices. 3.9.11. Principle Bidder shall communicate Server changes affecting the LAN environment. 3.9.12. The Principle Bidder shall perform backup and restore services on Server using the hardware and software required for performing backup and restore services on Servers. Onsite & offsite backups are to betaken. The frequency will be Daily, weekly, monthly & half yearly. The backup tapes need to be provided by the Principle Bidder . Fire-proof cabinet to store these backups on-site should be provided by the Principle Bidder . Storing of these backups at an off-site location will be done by the Bank. 3.9.13 Principle Bidder shall make reasonable efforts to detect and eradicate viruses. 3.9.14. Principle Bidder shall maintain LAN and Server configuration data. 3.9.15. Principle Bidder shall track Server activity and provide input for forecasting Server growth and capacity requirements. 3.9.16. Principle Bidder shall monitor Server performance and perform basic tuning of Servers to maintain performance in accordance with Service Levels mentioned. 3.9.17. For remote LAN and Server administration support Principle Bidder shall: Install, configure, customize and test Server hardware and software required to provide remote LAN and Server administration services, if required, Visit remote Designated Locations to perform administration tasks Provide instructions, if required, on LAN administration support responsibilities to designated remote site support personnel of the Bank, and Provide required support procedures 3.9.18. Principle Bidder shall implement security policy and procedures of the Bank, including access controls and Server backup and restore requirements 3.9.19. Principle Bidder shall provide applicable Principle Bidder license agreements for Server software as required 3.9.20. Principle Bidder shall provide the LAN configuration (hardware components, software and communication devices) and its maintenance for all locations where the Principle Bidder has installed the LAN.

3.9.21. Principle Bidder shall provide (as appropriate) with drawings of each network location where it has installed the LAN. Such drawings should include detail, for example, on partitions, doors, equipment racks, electrical power receptacle locations, telecommunications port locations, LAN port locations, and room designations 3.9.22. Principle Bidder shall inform the Bank of any planned or emergency change affecting the LAN environment OPERATIONS MANAGEMENT 3.14. Operations Management: 3.14.1. Assets Purchase: The Bank will own all assets. The Bank will issue the purchase order on the Principle Bidder . The Principle Bidder in turn shall liaise with the OEMs to procure the material. This arrangement does not absolve the Principle Bidder of any responsibilities in terms of quality of goods delivered, timeliness of delivery or any other terms mentioned elsewhere in this RFP. 3.14.1.2. The Principle Bidder shall implement the Information Systems Security Policies (ISSP) that address the security policies of the Bank as they exist at the time of Agreement initiation and adopt any updated, revised or expanded policies that the Bank implements during the life of the Agreement. The Principle Bidder will be responsible to develop detailed procedures for each of the policy as per the procedures to be followed. The activities that the Principle Bidder shall address includes but is not limited to: user ID creation / deletion, password setting / resetting, creation of limited access shared space on servers, secured installation of assets, secured backup tape storage, destruction of data on failed hardware components (for example, data on a server hard drive that fails) and confidential data protection methodologies. 3.14.1.3. The Principle Bidder shall secure network resources against unauthorized access from internal or external sources. 3.14.1.4. The Principle Bidder shall assist the Bank in planning for security and related authorization, registration, and audit capabilities. This includes authentication capability (access rights and

passwords), virus detection and eradication, logon administration and synchronization across servers and applications, and support for required security classifications. 3.14.5.5 The Principle Bidder shall review the security policies and procedures of the Bank for effectiveness and recommend improvements; identify the protection requirements for operating system and application resources 3.14.1.6. Principle Bidder shall implement an access control program, which will satisfy the security standards and practices of the Bank as defined in the Procedures Manual 3.14.1.7. Principle Bidder shall control the security/administration of user IDs for network applications and tools 3.14.1.8. Principle Bidder shall provide access to system resources to the authorized End Users at the Bank 3.14.1.9. Principle Bidder shall establish, change, deactivate, and remove logon IDs and associated access authorizations 3.14.1.10. Principle Bidder shall establish a process, with concurrence from the Bank, to reset user passwords 3.14.1.11. Principle Bidder shall reset logon ID passwords and disclose passwords to authorized personnel 3.14.1.12. Principle Bidder shall use the system access granted to the Principle Bidder by the Bank only to the extent necessary to perform the Services 3.14.1.13. Principle Bidder shall periodically review access authorizations and remove those for which approval no longer exists 3.14.1.14. Principle Bidder shall manage system access to the Server platform 3.14.1.15. Principle Bidder shall synchronize security information across multiple servers to provide consistent security control 3.14.1.16. Principle Bidder shall provide and maintain virus avoidance, detection, and elimination software for Servers. 3.14.1.17. Principle Bidder shall conduct periodic virus scans for Servers to monitor for virus propagation and perform virus detection and eradication 3.14.1.18. Principle Bidder shall maintain security controls for dialin services and add users to the services as requested by the Bank 3.14.1.19. Principle Bidder shall restrict physical access to Servers and infrastructure devices and other secured areas to authorized personnel only

3.14.1.20. Principle Bidder shall implement controls which protect printed output and portable storage media (for example, tapes and disk packs) from unauthorized access and 3.14.5.21. Principle Bidder shall notify the Bank of any security violations requiring action from the Bank. 3.14.6. Security Incident Reporting: The Principle Bidder shall promptly report to the Bank any significant computer or network security incidents occurring on any systems. If an incident is confirmed, the Principle Bidder shall provide all necessary assistance and access to the affected systems so that a detailed investigation can be conducted and solutions applied are documented. Further, the Principle Bidder shall track the number of security incident occurrences resulting in a user's loss of data integrity, denial of service, loss of confidentiality or that renders the user(s)unproductive for a period of time. Security logs and audit information shall be handled according to the Banks information systems security policies and procedures. Serious incidents or incidents that could possibly involve lawn forcement will also be reported. For less significant incidents, the Principle Bidder shall identify, track, and report the number of incident occurrences on the Principle Bidder supported system. Incidents to be logged include, but are not limited to, scan, probe, isolated viruses, and unsuccessful penetration. 3.14.7. Principle Bidder Performance Metrics & Management: The service levels expected from the Principle Bidder are given as part of Service Level Documents. 3.14.7.1. Principle Bidder performance will be monitored and recorded as necessary over the duration of the contract with respect to satisfactory fulfillment of all contractual obligations. Performance assessments may comprise of all services under the scope of Facilities Management while adhering to the service level definitions in Section 10. Performance assessments should also comprise of Customer satisfaction ratings, and adequate servicing of the arrangement and all aspects which the arrangement has stipulated, and prompt, complete and satisfactory resolution of any contractual discrepancies other than those resulting from Force Majeure. 3.14.7.2. The Principle Bidder is to assemble and create regular reports on the performance of services using automated tools, in

order to assist in the effective management of the Service Agreement, and enable continuous improvement of the in-scope services that the Bank receives. Reports must be compiled and distributed to the Bank's management in an agreed upon electronic format. Tools for measuring performance of SLA have to be provided by the Principle Bidder . 3.14.7.3. Reports must be compiled and published on all functions, including performance. 3.14.7.4. Reports must include the measurement of the Principle Bidders actual performance against the required service levels. 3.14.7.5. The Principle Bidder is to implement a management structure to facilitate communications between the Principle Bidder and the Bank and, to address and resolve concerns escalated either by the Principle Bidder or the Bank. 3.14.7.6. Routine meetings and reporting processes must be defined to ensure a smooth interface and timely resolution of issues. 3.14.7.7. The Bank's managerial and technical professionals will administer the Bank's relationship with the Principle Bidder and exercise the Bank's retained authorities. The Bank will define interfaces as appropriate, such that Bank single points of contact are defined for each service obtained from the Principle Bidder . The Bank requires a single interface to coordinate the delivery of all services from the Principle Bidder . 3.14.7.8. The Bank will not resolve issues or disputes between Principle Bidders personnel and any sub-contractors retained by the Principle Bidder . 3.14.7.9. For operational services such as problem resolution, help desk inquiries, and the like, there must be routine and continuous interaction between the Principle Bidders employees and the Bank's end user community. The Principle Bidders employees are, in fact, extensions of the Bank's ITS organization, and will be a significant interface between such organization and the Bank's end-user community. This operational interface will determine the satisfaction of the Bank's employees with the services delivered by the Principle Bidder . 3.14.7.10. The Principle Bidder is expected to continuously measure and improve its service delivery and the Bank's employee satisfaction with those services.

3.15. Warranty: The warranty clause is applicable only to those components supplied by the prime Principle Bidder and its consortium in the 17 locations. Warranty of components supplied under this tender will only start after successful acceptance testing for that component is completed. For any other items, the role of the prime Principle Bidder is to provide assistance & liaise with 3rd parties and ensure service levels are maintained for those components. However the Principle Bidder is expected to provide all services under the scope of FM in all 17 locations. 3.15.1. The offer must include a minimum comprehensive on-site free warranty of 3 years from the date of installation and acceptance of the solution by the Bank including all Core Banking & other software, hardware, parts, media, patches, updates and licenses. No parts, accessories of the systems like print heads etc. should be excluded from such warranty; and 3.15.2. Principle Bidder shall be fully responsible for the manufacturer's warranty in respect of proper design, quality and workmanship of all hardware, equipment, accessories etc. covered by the RFP. Principle Bidder must warrant all hardware, equipment, accessories, spare parts etc. against any manufacturing defects during the warranty period. 3.15.3. During the warranty period Principle Bidder shall maintain the systems and repair / replace at the installed site, at no charge to the Bank, all defective components that are brought to the Principle Bidder's notice. 3.15.4. Warranty should not become void, if Bank buys, any other supplemental hardware from a third party and installs it within these machines under intimation to the Principle Bidder. However, the warranty will not apply to such supplemental hardware itemsinstalled. 3.15.5. The warranty will not become void should the product once installed at one location, be moved and installed at another location. 3.15.6. In the event of system breakdown or failures at any stage, protection available shall be specified which would include the following: 3.15.7. Diagnostics for identification; 3.15.8. Protection of data entered; 3.15.9. Recovery / restart facilities; and 3.15.10. Backup facilities.

Section 10 SERVICE LEVEL DEFINITIONS

Detailed Service Levels and Definitions: This Section describes the service levels that have been established for the Services offered by the PRINCIPLE BIDDER to the BANK. The PRINCIPLE BIDDER shall monitor and maintain the stated service levels to provide quality customer service to the BANK. 1. System availability is defined as: {(Scheduled operation time system downtime)/(scheduled operation time)} * 100%Where: 1. Scheduled operation time means the scheduled operating hours of the System for the year. All planned downtime on the system would be deducted from the total operation time for the year to give the scheduled operation time. 2. System downtime subject to the SLA, means accumulated time during which the System is totally inoperable due to in-scope system or infrastructure failure, and measured from the time Bank and/or its customers log a call with the Principle Bidder help desk of the failure or the failure is known to the Principle Bidder from the availability measurement tools to the time when the System is returned to proper operation. 3. The business hours are 8 AM to 8 PM on any calendar day the Banks branch is operational. The Principle Bidder however recognizes the fact that the branches will require to work beyond the business hours on need basis. 4. Critical and Key infrastructure of Data Center and DR site will be supported on 24x7 basis. 5. For DC & DR, outage shall commence when each or either fails. The downtime for DC operations will be calculated as the difference between DC downtime and DR uptime. 6. Average uptime will be computed across all the servers in a cluster, rather than on individual servers/clusters. 7. Response may be telephonic or onsite. 8. The availability metrics for network infrastructure mentioned in this document applies to all Principle Bidder supported network components and bandwidth/link availability. 9. In case the individual leased line is not available for more than 5 % of the time in any quarter other than for the purposes of a mutually agreed scheduled downtime of ISDN bank may charge penalty to the prime bidder.

10. If any one or more of the components defined in Critical at the Data Center and the Disaster Recovery Facility are down resulting in non availability of Core Banking solution, then the services listed in the availability measurements table shall be considered for calculating the downtime. 11. Typical Resolution time will be applicable only if equipment or Infrastructure is down. LEVEL Type of Infrastructure Function / Technology TYPICAL RESPONSE & RESOLUTION Criteria a. Business, Networking or environmental infrastructure System is unavailable for use or; b. No user can access the Business, Networking and environmental infrastructure system or; c. Any problem due users cannot access the Business, Networking and environmental infrastructure system Business Infrastructure a. Enterprise Storage Array (CBS) and SAN Switches b. Core Application Servers (including core 3rd party application servers) c. Core Database Servers (including core 3rd party application servers) d. Core Banking Web servers (including core 3rd party application servers) e. Internet Banking Servers f. Online Interface applications g. Statutory reporting and EIS infrastructure Networking Infrastructure a. to DC and DRC connectivity including routers and modems at these locations b. DC to DR connectivity c. DC network infrastructure d. DC Infrastruture. e. LAN cabling and related infrastructure at DC I. Critical Environmental Infrastructure a. Access controls at the DC b. UPS supply for DC c. Precision Air conditioning at DC d. Fire Detection System at DC e. Water detection systems at DC f. Humidity Controllers at DC g. Gen-sets at DC h. Building Management Systems at DC

 During business hours -Within 10 minutes Non -business hours -Within 2 hours or earlier as per business hours if business hours begin LEVEL Type of Infrastructure Function / Technology TYPICAL RESPONSE & RESOLUTION Criteria a. Business, Networking or environmental infrastructure System is unavailable for use or; b. No user can access the Business, Networking and environmental infrastructure system or; c. Any problem due to which 10 or more users cannot access the Business, Networking and environmental infrastructure system or; d. Any incident which is classified as Critical for which a acceptable (by Bank) workaround has been provided Business Infrastructure a. User management b. Branch servers c. Asset Liability Management d. Phone Banking infrastructure e. Mobile Banking infrastructure f. Help desk & Helpdesk infrastructure g. Peripheral Servers h. EMS Infrastructure Networking Infrastructure a. Branch to DC connectivity b. Network infrastructure at DR and Branches e. LAN cabling and related infrastructure at the DR, NAP and branches f. DR security infrastructure II. Key Environmental Infrastructure a. Access controls at the DRC b. UPS supply for DRC c. Precision Air conditioning at DRC d. Fire Detection System at DRC e. Water detection systems at DRC f. Humidity Controllers at DRC g. Gen-sets at DRC h. Building Management Systems at DRC During business hours -Within 30 minutes Non business hours -Within 4 hours or earlier as per business hours if business hours begin LEVEL Type of Infrastructure Function / Technology TYPICAL RESPONSE &

RESOLUTION III. Significant Criteria a. All other residuary business infrastructure not defined in Critical and Key or; b. Fixed Asset c. Inspection d. Anti Money Laundering e. Cash Management f. HRMS g. Any incident which is classified as Key for which a acceptable (by Bank) workaround has been provided or; h. Any problem due to which 1 to 10 users cannot access the Business infrastructure system or; i. Customizations or; j. Change Management Business Infrastructure a. Branch infrastructure such as PCs and Peripherals b. Any other infrastructure not covered in critical and key c. Application change management d. Application Security management Major Customizations -Time period decided by mutual agreement Scheduled monitoring activities -As per routine to be agreed Typical Response and resolution time for branch infrastructure and peripherals Urban: 2 hours Other locations: 4 hours For front office customer service terminals (up to a maximum of 2 PCs for Small and Medium sized branches, 4 PCs for Large Branches and 6 LEVEL Type of Infrastructure Function / Technology TYPICAL RESPONSE & RESOLUTION Environmental Infrastructure a. All environmental infrastructure being a part of Principle Bidder solution and not considered as critical and key. b. Performance monitoring and tuning; PCs for other Branches and offices). PRINCIPLE BIDDER will replace the customer service terminal with other PCs in the branch to achieve this service level. Response and resolution for other criteria During business hours -Within 4 hours.

Not supported during nonbusiness hours. 2. Service Levels: Service Levels will include Availability measurements and Performance parameters Availability Report will be provided on monthly basis and a review shall be conducted based on this report. A monthly report shall be provided to the Bank by the PRINCIPLE BIDDER at the end of every month containing the summary of all incidents reported and associated Principle Bidder performance measurement for that period. All Availability Measurements will be on a monthly basis for the purpose of Service Level reporting. Audits will normally be done on monthly/quarterly basis or as required by Bank and will be performed by Bank or Bank appointed third party agencies. I. Availability Measurements: Level Type of Infrastructure Measurement1 Expected Service Level Critical Business Infrastructure Availability of Critical Business Infrastructure Elements. 99.95% Critical Network Infrastructure Availability of Critical Network Infrastructure Elements. 99.50% Critical Environmental Infrastructure Availability of Critical Environmental Infrastructure Elements. 99. 50% Key Business Infrastructure Availability of Key Business Infrastructure Elements 98% Key Network Infrastructure Availability of Key Network Infrastructure Elements. 99.0% Key Environmental Infrastructure Availability of Key Environmental Infrastructure Elements 98% Key User Management User management 98% Significant Business Infrastructure Percentage of incidents completed within defined resolution criteria 98% Significant Environmental Infrastructure Percentage of incidents completed within defined resolution criteria 98% 1 All individual elements under respective level and type will be aggregated to arrive at the service level. II. Performance Measurements: Performance measurements will normally be done on monthly basis or as required by Bank and will be performed by Bank or Bank appointed third party agencies. Principle Bidder representative will assist Bank in performing Performance Measurements. Type of Infrastructure Measurement Expected Service Level Day -end, month end, year -end Time window for EOD, EOM and EOY for the core Banking are as follows:

EOD -4 hours without back up time EOM -6 hours EOY -8 hours However during these periods all delivery channels and teller transactions (cash deposits and withdrawals) for all branches should be serviced 99.9% System Response Time For Core Banking Support 225 transactions per second on the proposed hardware and Core Banking Solution 99.9% System Response Time End to end response time should be

< 3 second (end user to core Banking application and back) 99.9% System Response Time End to End response time within the DC (from the Core Banking Application to the Database and back) should be < 10 ms (mille seconds) 99.9% System Response Time Support 200 concurrent users for internet Banking 99.9% Hardware Utilization Hardware average utilization levels should be less than 70%. (CPU, Memory, Hard Disk) 99% Wide Area Network Component Utilization Wide Area Network component average utilization levels should be less than 70%. (CPU, Memory) 99% Wide Area Network Bandwidth Utilization Wide Area Network bandwidth average utilization levels should be less than 70% during business hours. 99% Wide Area Network Availability Wide Area Network availability between Data Centre, Disaster Recovery Centre and Network Aggregation points 99.90% Wide Area Network Wide Area Network availability 99.50% Type of Infrastructure Measurement Expected Service Level Availability between branches and Network Aggregation points Disaster Recovery Site Availability Business operations to resume from Disaster Recovery Site within 4 hours of the Data Centre failing 100% Backup Success Rate Backup success rate for the Core Banking Solution, other 3rd party solutions and delivery channels 99.99% Down time for servicing Each planned down -time for application, database and operating system servicing (up gradation, bug fixing, patch uploads, regular maintenance etc.) will not be more than 4 hours. This activity will not be carried out during business hours. However, such activities which require more than 4 hours or required to be carried out during business hours will be scheduled in consultation with the Bank 98% Down time for servicing Planned down -time for delivery channels and interface servicing (up gradation, bug fixing, patch uploads, regular maintenance etc.) will not be more than 1 hour. This activity will not be carried out during

business hours. However, such activities which require more than 1 hour or required to be carried out during business hours will be scheduled in consultation with the Bank 98% Network service Planned down -time for network servicing (up gradation, bug fixing, patch uploads, regular maintenance etc.) will not be more than 1 hour. This activity will not be carried out during business hours. However, such activities which require more than 1 hour or required to be carried out during business hours will be scheduled in consultation with the Bank 98% Type of Infrastructure Measurement Expected Service Level Software Service Requests Percentage of Software Service Requests concluded (patches, bug fixes, errors) within defined response resolution window. 98% Security Management Percentage of updates to the Information Systems Security Policy (ISSP) and to the systems according to the ISSP 99.9% Incident Management Percentage of incidents escalated according to the Incident Management matrix 99.9% To be resolved by (within 2 hours) Customer Support Engineer Customer Support Engineer Customer Support Engineer Customer Support Engineer 4 hours Banks Core Team & Principle Bidder Project Manager Senior Customer Support Engineer Customer Support Engineer Customer Support Engineer 8 hours MD Principle Bidder Project Director Banks Core Team & Principle Bidder Project Manager Senior Customer Support Engineer Customer Support Engineer 12 hours Manger (IT) & Principle Bidder Relationship Director/FS Head MD Principle Bidder Project Director Banks Core Team & Principle Bidder Project Manager Senior Customer Support Engineer 24 hours GM s Committee & MD Principle Bidder Country Head GM (IT) & Principle Bidder Relationship Director/FS Head MD & Principle Bidder Project Director Banks Core Team & Principle Bidder Project Manager

Principle Bidder Bank 2 hour Principle Bidder Engineers Customer support Engineer & IT Engineer of the BANK 4 hours Principle Bidder Project Manager Banks Core IT Team 8 hours Principle Bidder Project Director > 16 hours Principle Bidder Relationship Head/FS Head Managing Director > 24 hours Principle Bidder Manager IT Steering committee and Manager (IT) 3. Application Implementation The PRINCIPLE BIDDER will provide the following service levels: Key /Critical

Service Level Description Measurement Expected Service Level Key Functional Specification The PRINCIPLE BIDDER shall prepare a detailed functional specification documents for all products / services offered by the BANK, which will have to be agreed with the BANK for completeness and accuracy. The functional specification document will have to be prepared, signed and agreed upon within 20 working days from the date of awarding the contract 98% Key Mapping of functional specification with the application systems The PRINCIPLE BIDDER shall prepare a mapping report of all the functional specification with the proposed application system along with gaps, size of gap and resolutions (if any). The mapping report will have to be prepared, signed and agreed upon within 7 working days from the date of finalizing the functional specifications 98% Key Technical specifications The PRINCIPLE BIDDER shall prepare and submit to the BANK the technical specifications of all products / applications supported, managed / installed along with the functional specifications document 98% Key Updation of Functional specifications document The PRINCIPLE BIDDER shall update all the functional specifications within 4 working days after a modification, enhancement, upgradation / new functionality has to been incorporated in the application systems. 98% Key Updation of Technical specifications document The PRINCIPLE BIDDER shall update all the technical specifications within 4 working days after a modification, enhancement, upgradation / new functionality has been incorporated in the application systems. 98% Key / Critical Service Level Description Measurement Expected Service Level Critical Gap resolution All gaps observed in the functional specifications, current system study, training, business process reengineering, parameterization, testing and pilot implementation shall be resolved within defined and mutually agreed time frames 99% Critical Bug reporting The PRINCIPLE BIDDER shall ensure that all bugs reported by the users / testing team will be duly logged and assigned a unique ID for reference purposes. Users shall be informed about the reference ID maximum within 2 minutes from recording the complaint 99% Critical Bug resolution The PRINCIPLE BIDDER shall ensure that all bugs reported by the users / testing team will be duly resolved maximum within 7 calendar days 99% Critical Modification / Enhancements resolution The PRINCIPLE BIDDER shall ensure that all modifications, enhancements reported by the BANK will be duly sized, agreed with the BANK and resolved

as per the agreed timeframes 99% Key Data Migration The PRINCIPLE BIDDER shall ensure that the entire exercise of data migration will be performed within 10 hours 98% Critical Data Migration The PRINCIPLE BIDDER will be responsible to validate and clean data before upload to the production system. Any data related problems during / after migration will be resolved by the PRINCIPLE BIDDER . The Principle Bidder will be responsible for the entire data migration exercise. 98% Critical Pilot Implementation The PRINCIPLE BIDDER shall provide a minimum of 5 full time support staff at the branch for a minimum of 15 working days after branch implementation of the CBS. Any technical problems or errors faced by the user will be resolved by the PRINCIPLE BIDDER within 2 hours Key / Critical Service Level Description Measurement Expected Service Level hours of problem identification / reporting Key Testing The PRINCIPLE BIDDER shall perform unit, regression and integration testing at his end before handing over the applications to the BANK. The PRINCIPLE BIDDER shall provide to the BANK their test cases and results of testing. Only upon agreement from the BANK for the completeness / accuracy of the reports delivered by the PRINCIPLE BIDDER will the systems and applications be handed over to the BANK. 98% Critical Product Parameter settings The PRINCIPLE BIDDER will be responsible for the product parameter settings for various applications. Any modifications / changes to the product parameter files have to be carried out by the PRINCIPLE BIDDER 99% Key Interface identification and development The PRINCIPLE BIDDER will identify and develop interfaces to the existing / proposed systems so as to meet the functional requirements of the BANK. The interface identification will have to done by the PRINCIPLE BIDDER and agreed with the BANK within 10 days from awarding the contract. 98% Critical Documentation The PRINCIPLE BIDDER shall update all the relevant system and user documentation as and when changes and / or updations are carried out. 99% 4. Training The PRINCIPLE BIDDER will provide the following service levels: Key / Critical Service Level Description Measurement Expected Service Level Key User Training for Applications All Users of the branch shall be appropriately trained prior to any implementation. 99% Key User Training for Applications Appropriate

training will be provided to users being transferred 99% Key User Training Appropriate training will be provided to users for all modifications / upgradations 99% Key User Training Material The Principle Bidder will be responsible to prepare and provide all training material as required for core team training, end user training, train the trainers training, technical training (for all components) and executive training 99% Key System Administration for Applications System Administrators of the Data Centre, Disaster Recovery Site & branches shall be appropriately trained prior to any implementation. 99% Key Database Administration Database Administrators of the Data Centre, Disaster Recovery Site & branches shall be appropriately trained prior to any implementation. 99% Key Operating System Administration System Administrators of the Data Centre, Disaster Recovery Site & branches shall be appropriately trained prior to any implementation. 99% Key Other Components The Principle Bidder will be responsible to adequately train the Banks personnel in Building management system, EMS, Helpdesk, DR elements, networking and environmental components and any other components forming a part of the Principle Bidder solution. 99% 2. Helpdesk & Help desk: The PRINCIPLE BIDDER will provide the following service levels: Key /Critical Service Level Description Measurement Expected Service Level Key Helpdesk Help desk Average Speed of Answering any call < 45 seconds for help desk & < 60

seconds for help desk 98% Key Helpdesk Help desk First Call resolution of 90% of calls within the helpdesk or help desk resolution capability Key Helpdesk Help desk Call abandon rate should not exceed 6% for calls > 45 seconds 98% Key Helpdesk Help desk 95% of Incidents within helpdesk resolution capacity to be resolved in a cycle time of 24 hours 98% Key Helpdesk Help desk Routing of non PRINCIPLE BIDDER supported actions to the appropriate service provider 98% Key Helpdesk Help desk Notifying users of problem status and resolution 98% Key Helpdesk Help desk Notifying users in advance for all known (planned maintenance) problems 99% Key Helpdesk Help desk Provide SLA compliance reports, monitoring and maintenance related MIS reports 99% Key Helpdesk Help desk Critical calls to be resolved within 2 hours from call received / logged

which ever is earlier 99% Key Helpdesk Help desk Major calls to be resolved within 6 hours from call received / logged which ever is earlier 99% Key Helpdesk Help desk Minor calls to be resolved within 24 hours from call received / logged which ever is earlier 99% 6. PENALTIES: The PRINCIPLE BIDDER will provide the solution as per the service levels specified in this Schedule. In case these service levels cannot be achieved or the inability of the proposed solution (entire IT Infrastructure provided by the PRINCIPLE BIDDER for example hardware, software, network and non IT infrastructure for example AC, UPS, etc.) to meet the scope of work as defined in the RFP document, delay in pilot implementation and roll out or deliver the required functionality at service levels defined in this schedule at the specified volumes (including the expected increase in volumes) shall result in a breach of contract and invoke the penalty clause. The penalty for hardware, software & services would be proportionate to 1 % of the contract value for services below each percentage point of the specified expected service level, per month on an average of the incidences below the expected service level or part thereof of delay or non-compliance by the PRINCIPLE BIDDER, for that particular service. For any service, the penalty will not exceed the value of the service. However, total of such penalties shall not exceed 2% of the overall contract value.

Section 11 GENERAL INSTRUCTIONS TO PRINCIPLE BIDDERS

1. Ownership of RFP and Proposal 1.1 It is notified that this RFP and the supporting documents and designs are the exclusive property of Citizen`s co-operative bank. Therefore, the same may not be redistributed without the Banks permission in writing. Any violation of this will entail breach of trust and disqualification of the concerned Principle Bidder. 1.2. The Principle Bidder has to return the above-mentioned documents when submitting the bids to Citizen`s co-operative bank or alternatively when requested by the Bank in certain cases. If the Principle Bidder does not desire to respond to the RFP, then the RFP material has to be returned immediately to Citizen`s co-operative bank.

1. The Proposal submitted in response to the RFP along with the supporting material, will become the property of Citizen`s cooperative bank unless otherwise specifically requested by the Principle Bidder. In such cases ,the document will be returned or destroyed as per the request. 2. Banks Liabilities and Rights 2.1.This RFP entails an invitation by Citizen`s co-operative bank for Principle Bidders responses for implementing CBS in the bank. It does not imply an offer by the Bank. Thereby there will be no contractual obligation until a formal contract is executed by authorised signatories of both the Bank and the selected Principle Bidder. 2.2. With regard to the RFP, Citizen`s co-operative bank has the following rights: Accept or reject any of the proposals Alter the RFP Ask for re-submissions Request clarifications from Principle Bidders Terminate the RFP process, partially or entirely Modify the specifications during the process and even after selection of Principle Bidder. 1. None of the Principle Bidders are under obligation to respond to the RFP. Moreover, they are entirely responsible for the costs related to participation in the RFP process, presentations and the contract negotiations. 2. Cost of Bidding The Principle Bidder shall bear all costs associated with the preparation and submission of its bid and Citizen`s cooperative bank will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the bidding process. 3. Clarification of RFP 1. A prospective Principle Bidder requiring any clarification of the RFP may notify Citizen`s co-operative bank in writing or by fax/e-mail at the Banks mailing address indicated in the Invitation For Bids (IFB). Citizen`s co-operative bank will respond in writing to any request for clarification of the RFP which it receives 2 (two) working days prior to the date of PreBid Meeting. 4.3. The Competitive Bids shall be prepared in two parts viz. Technical Bid and Commercial Bid. 4.4. Technical Bid 4.4.1. The Technical Bid should be submitted in a bound form and all pages continuously and serially numbered in

one lot as one document and shall comprise of the following: (a) Bid form as per Form 1. (b) Bank Guarantee towards Bid security as per Form 2. (c) Copy of audited Balance Sheet and Profit & Loss statement for last2 years. (d) Detailed information of the proposed solution as stated below. Part A: General Information 4.4.1.1. Introduction This sub-section must include a covering letter that introduces the proposed solution; technical proposal summary in a tabular form; authorization given to the Principle Bidder from other Principle Bidders (if applicable) onForm5(Manufacturers Authorisation), the software platform and specific Hardware to be used along with Sizing Requirement of the Servers. 4.4.1.2. Principle Bidder(s) Information Principle Bidder(s) need to offer details of their organization in Form 6(Financial Business and Technical Capability), Form 7 (Capability Statement for Personnel, Equipment, Plant and Past Performance). 4.4.1.3. Summary of Proposed Solutions Principle Bidder must include Product Information and Form 8 (Functional Features) here and any other product information or marketing materials deemed useful for evaluation. 8.4.1.4. Data Centre Requirement Principle Bidder should provide information regarding the various requirements at Data Centre. 4.4.1.5. Reference Site Details The Principle Bidder has to offer the following details: No. of implementations of the proposed solution and/or modules Reference sites details including hardware details, OS platform and the database systems on Form 16 in respect of each Reference site and Active Modules and Interfaces Already Available in Form 16. 4.4.1.6. Other Details The Principle Bidder must also provide other related details not classified above. Part B: Proposed Solution Details 4.4.1.7. Application Software

This sub-section needs to cover the following items: General Features & Operational Procedures These must cover all the modules. The section must also talk about the screen-handling controls. Operational Requirements and Performance As per the business volumes Transaction Mix and yearly growth,

the Principle Bidder has to provide details regarding the operational needs and performance of the application. This must include response time for: Any transaction On-line transaction On-line enquiries It must additionally state standard time for routine end-of-day processing as well as the time needed for taking backup copies. Documentation & Updates This sub-section must detail the documentation offered for all modules and regarding provisions made for any future updates. Module Summary Herein a synopsis of each module must be given along with sample input forms, output reports and screens. The 2-3 page summary must comprise information regarding the modules integration with other modules; interfacing capability with other modules/products; degree of dependence on other modules; future plans for integration and any other information deemed important. In case a module does not meet the functional requirements, the proposal must give alternative plans and the time needed to achieve such changes. 4.4.1.8. Hardware and Operating System Principle Bidders are required to provide Technical Specifications of hardware configurations and the operating software needed to process the business volumes Transaction Mix and yearly growth. Information must also be given regarding the storage needs for data and program files (offline as well as online) and the free space required for processing efficiency. 4.4.1.9. Functionalities This must clarify the functionalities offered with the solution as per Form 8. 4.4.1.10. Technical Environment This must cover all requisite information as per Annexure A , J, H and I and also the checklist as per Annexure K. 4.4.1.11. Delivery This sub-section must state the schedule for the total delivery specifying the lead-time for every item of the proposed solution. 4.4.1.12. Training This sub-section must include the following details: Training facilities Support materials Training programme Mode of training 33 Training and educational seminars, if any Multi-location user training (if any)

4.4.1.13. Implementation (for each solution module)The Principle Bidder must outline the approach intended for systems implementation and provide an implementation schedule for each solution module. The Principle Bidder should submit Form 13 Project &Personnel schedule. The proposal must outline the milestones of the implementation of the proposed solution. For each activity, the estimated duration must be indicated and also the completion dates. This must take into consideration the deadline for system activation. There must be clear indication of the dependence of one activity on the completion of the other. Following information is critical: Delivery dates and installation schedule for every module Requirements of client personnel for Implementation Team Proposed project controls Time for customisation Details regarding System Testing 4.4.1.14. Support The Principle Bidder must provide details of the support to be given to Citizen`s co-operative bank. If multiple Principle Bidder s are involved in provision of support, the same should be clearly stated along with the individual responsibilities. The Principle Bidder, in this respect is responsible for: installation, customisation, parameterisation, implementation support, maintenance support, and testing. Particularly, the Principle Bidder is responsible for co-ordination with other Principle Bidders as the Single Point of Contact for Citizen`s co-operative bank. Implementation Support The Principle Bidder must define the level of support (both hardware and software) in the areas given below: Installation Training Documentation Alterations Acceptance & Performance Testing Conversions Start-up Operations Backup Additionally, the Principle Bidder must provide for resident support during the Warranty Period and details of the same must be informed. The Principle Bidder also needs to specify the following: No. of days of support provided free of charge Facilities for pre-installation and post-installation testing of the system

 Facilities provided for data file conversion Profile of people responsible for implementation support Requirements from the Bank for implementation (including the personnel and their time needed)On-Going Support The Principle Bidder should clearly indicate the level of support proposed for Centralised Help Desk, Support Cells and at DataCentre also the branches etc. Indicative support measures are given below; the Principle Bidder may also propose enhancements or alternatives to the following: Availability Full 12-hr support must be available. Emergency support must be operational 24 hours. Data Centre needs to be supported on a 24x7 basis. Responsiveness For user problems and other such minor hurdles ,Principle Bidder must be able to respond immediately telephonically. There must also be dial-in support for bug removal, data corruption etc. For major problems however, on-site support must be provided within 2 hours. Major Repair In such cases, instantaneous on-site support must be available for recovery of data and synchronization, performance tuning, etc. For all the important functions, updates or bug removal must be within 6 hours. Spares must be in sufficient stock to ensure immediate availability. Non-stop Operations The necessary technical support for meeting all the critical processes must be provided. Training Follow-up training is essential in case of upgrades. Software & Documentation Upgrades must be made automatically when there are new releases and the manuals must be altered accordingly. Post-Implementation Principle Bidders must specify the type of post implementation support offered. Also information for the following must be given: Level of maintenance People offering maintenance Working hours of support Guaranteed response time for help calls Principle Bidders must comply with the Warranty period of 36 months from the date of acceptance. In addition to the above, the Principle Bidder should provide information desired in Form 13 Project & Personnel Schedule.

4.4.1.15. Details of the Project Management, Implementation, Training and Business Plan ReEngineering schedule must be provided including the team size and responsibility of the Principle Bidder. 4.4.2. It is mandatory for the Principle Bidder to provide the technical details as per the RFP. Correct technical information of the product being offered must be filled in. Filling of the information using terms such as OK,accepted, noted, as given in brochure/manual is not acceptable. Citizen`s cooperative bank reserves the right to treat offers not adhering to these guidelines as unacceptable. 4.4.3. The offer may not be evaluated by Citizen`s co-operative bank in case of non adherence to the above guidelines or partial submission of technical details. 4.4.4. Citizen`s co-operative bank shall not allow/permit changes in the technical specifications once it is submitted. 4.4.5. The relevant product information brand and model number offered, printed product brochure, technical specification sheets etc. should be submitted along with the offer. Non-submission or partial submission of this information along with the offer could result in disqualification. 4.4.6. The Technical Bid must not contain any price information. 4.5. Commercial Bid 4.5.1. The Commercial Bid should be prepared in an organised, structured in neat manner and properly bounded as a complete document. Brochures/leaflets etc. should be submitted in the bound document and not in a loose form. 1. Principle Bidders must ensure that all the documents are sealed and signed by authorised signatory. 9 Bid Pricing and Costs Structure and Information 2. The Principle Bidders must quote for all of the components required for the CBS on the appropriate Price Schedule provided in Form 10, 11, 12. Price Comparisons: Application Cost for Core Banking Trade Finance Delivery Channels (Internet Banking, Phone Banking, Mobile Banking, SMS Banking), ,, Fixed Asset, Inspection, CMS & HRMS DRS build Hardware for Data Center Disaster Recovery Site Branch Servers for at all branches Training & Additional Training

The bids must detail all the costs related to the following: Hardware Cost (Including Networking Equipment) for Data Centre for 11+4 Branches (scalable to 25 Branches) DC,DRC,admin and central office Identified 15 Branches Help Desks Software Cost for Data Centre for 15 Branches Help Desks Cost towards Security Infrastructure Implementation Cost covering installation, testing and conversion Project Management Cost Documentation Cost Training Cost Other related Costs, if any Ongoing costs such as those related to maintenance, support and upgrades 5.2. Since licensing is involved for software, the Principle Bidders proposal must outline the costs for the following: The Bidder is solely responsible for pilot site implementation which includes: Supply and installation of Hardware, Software, Networking equipment and UPS for 11+4 Branches Data cabling Implementation of Backup and DRP plans Providing training to the targeted staff / personnel Support to Centralised Help Desk and at Data Centre. (3 shifts of 8 hours each for 365 days for pilot phase plus 7 years would be considered for the commercial evaluation. This will be divided as 1 shift of help desk and 2 shifts of help desk. Actual number of agents and actual number of shifts will be decided later based on the rates provided.) Any other cost involved. Submission of the bid obligates the Principle Bidder to the following: That the prices quoted have not and will not be disclosed to other Principle Bidders. That the prices quoted in the Proposal are not arrived at in agreement with other Principle Bidders so as to contain competition. That the Principle Bidder will not and has not made efforts to prevent or encourage other Principle Bidders from making a proposal with an intent to limit competition 5.4. The Principle Bidder shall indicate on the appropriate Price Schedule the unit prices where applicable and total Bid Price of the goods proposed to be supplied. 5.5. The Principle Bidder is expected to quote all components & services as part of the commercial bid inclusive of all costs and taxes like customs duty, excise duty, service tax, freight, forwarding,

insurance etc. but exclusive of entry tax/ octroi tax and sales tax/VAT. These will be paid by the bank to the Principle Bidder on actuals on the production of bills and receipts of such payments made to relevant authorities. The bank will not pay any other taxes, cost or charges. 5.6. The offer must give commitment to provide maintenance at the price quoted as above for FOUR years from the date of expiry of three years warranty. In the event the Principle Bidder has not quoted for any items as required by the Bank and forming a part of the RFP document circulated to the Principle Bidders and responded to by the Principle Bidders, the same will be deemed to be provided by the Principle Bidder at no extra cost to the Bank. No extra costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging etc. will be payable by the Bank. The Principle Bidder cannot take the plea of omitting any charges or costs and later lodge a claim on the Bank for the same. The Principle Bidder accepts that everything as mentioned in the RFP have been quoted for by the Principle Bidders, and there will be no extra or hidden cost associated with the Core Banking Project. In the event the Principle Bidder has not quoted for any item(s) as required by him / the Bank to meet the scope of work as specified in the RFP, the same would be deemed to be provided by the Principle Bidder at no extra cost to the Bank. Comprehensive facilities management charges must be quoted, on yearly basis, after taking due consideration for the warranty period and providing the adequate benefit to the Bank. Bank will pay post facilities management charges at rates not exceeding the original rates quoted for the facilities management in reply to this RFP on the cost of the solution, hardware, peripherals, other equipments, infrastructure and services provided by the Principle Bidder, if the Bank opts for the same. The Bank has no obligation to accept the post facilities management services and the decision on the same would be taken towards the end of the facility management period. From the short-listed (L1) Principle Bidder while the Bank will summarily reject the equipments of a lower configuration than those mentioned in the Technical specifications, the Bank would accept

equipments of higher configuration after a price evaluation of such higher configuration to ensure that there is no adverse price impact and any advantage of a lower price in such cases is passed on to the Bank. The Principle Bidder is not entitled to a longer period for delivery on the pretext of seeking approval from the Bank for a higher configuration or enhancement. The Price offer shall be on a fixed price basis. The rate quoted by the Principle Bidder should necessarily include the following: Quarterly preventive maintenance of all the equipments to be supplied, which should interlay, includes cleaning of inside and outside of all equipments during warranty / AMC period and ensuring that system does not have any Virus;10 Bid Form (Technical)The Principle Bidder shall complete the Bid Form furnished in the RFP (Form 1) and submit it along with both the Technical and Commercial Offers. 11 Bid security (Earnest Money Deposit) 11.1. The Principle Bidder shall furnish, as part of its bid, bid security of an amount of Rs. 2,00,00,0/= (Rupees Two lacs Only). The bid security is required to protect the Bank against the risk of Principle Bidders conduct. 11.2. The bid security shall be denominated in the INDIAN RUPEES only and shall be in the form of a bank guarantee issued by a Scheduled Indian Bank or a Foreign bank located in India in the form provided in the RFP (Form -2) and valid for forty five (45) days beyond the validity of the bid. Any bid not secured in accordance with the above will be rejected by Citizen`s co-operative bank as nonresponsive. 11.3. Unsuccessful Principle Bidders bid security will be discharged/returned as promptly as possible but not later than 30 days after the expiration of the period of bid validity prescribed by the Bank. 11.4. The successful Principle Bidders bid security will be discharged upon the Principle Bidder signing the Contract and furnishing the performance security. 11.5. The bid security may be forfeited: (a) if a Principle Bidder withdraws its bid during the period of bid validity specified by the Principle Bidder on the Bid Form; Or (b) in case of the successful Principle Bidder, if fails : (i) to sign the Contract . Or (ii) to furnish performance security . 12 Period of Validity of Bids

12.1. The process of bid evaluation, approval and the subsequent

activities may be assumed to take a reasonable amount of time. Therefore, the bids shall remain valid for 3 Months after the date of opening of Technical Bid prescribed by the Bank. A bid valid for a shorter period shall be rejected by Citizen`s cooperative bank as non-responsive. 1. In exceptional circumstances, Citizen`s co-operative bank may solicit the Principle Bidders consent for an extension of the period of validity. The request and the responses thereto shall be made in writing or by fax/email. The bid security provided shall also be suitably extended. A Principle Bidder may refuse the request without forfeiting its bid security. A Principle Bidder granting the request will not be required nor permitted to modify its bid. 13 Format and Signing of Bid 2. The Principle Bidder shall prepare two copies of the Technical bid clearly marking each Original Bid and Copy Bid as appropriate. In the event of any discrepancy between them, the original shall govern. 13.1. The original and all copies of the bid shall be typed or written in indelible ink and shall be signed by the Principle Bidder or a person or persons duly authorized to bind the Principle Bidder to the Contract. All pages of the Bid except for un-amended printed literature, shall be initialed by the person or persons signing the bid. 1. The bid shall contain no interlineations, erasures or overwriting except as necessary to correct errors made by the Principle Bidder, in which case such corrections shall be initialed by the person or persons signing the bid. 14 Submission of Bid 2. The Principle Bidders shall seal the original and copy of the bids (both Technical & Commercial) in separate envelopes and mark the said four envelopes as TECHNICAL BID (ORIGINAL), TECHNICAL BID (COPY), COMMERCIAL BID (ORIGINAL) and COMMERCIAL BID (COPY) as the case may be. The envelopes shall then be sealed in two outer envelopes marked as ORIGINAL BID and COPY BID. The ORIGINAL BID envelope shall contain the sealed envelopes of TECHNICAL BID (ORIGINAL) and COMMERCIAL BID (ORIGINAL).

The COPY BID envelope shall contain the sealed envelopes of TECHNICAL BID (COPY) and COMMERCIAL BID (COPY). 14.1. The two Outer envelopes marked as ORIGINAL BID and COPY BID shall be duly marked as DO NOT OPEN BEFORE . (Date of Opening of Technical bid). 14.2. In addition to the above marking, each envelope must be super scribed with the following information: a) RFP Reference Number b) Name and Address of Principle Bidder This will enable Citizen`s co-operative bank to return the bid unopened in case it is declared late. 14.3. All the inner and outer envelopes shall be addressed to Citizen`s co-operative bankat the address given below: Project Coordinator (CBS),Citizen`s co-operative bank, Admin Office,117 A/D Gandhi Nagar Jammu 180004 14.4. If the outer envelopes are not sealed and marked as above, Bank will assume no responsibility for the bids misplacement or premature opening. 14.5. If both technical and commercial bids are enclosed in a single envelope, then that bid will be rejected similarly Telex, Cable, Facsimile or E-mail Bids will be rejected. 15 Deadline for Submission of Bids 1. Bids must be received by Citizen`s co-operative bank at the specified address not later than the time and date specified in the Invitation for Bids. In the event of the specified date for the submission of Bids being declared a holiday for the Bank, the bids will be received up to the appointed time on the next working day. 2. Citizen`s co-operative bank may, at its discretion, extend this deadline for the submission of Bids, in which case all rights and obligations ofCitizen`s co-operative bank and Principle Bidders previously subject to the deadline will there after be subject to the deadline as extended. 16 Late Bids 1. Any bid received by Citizen`s co-operative bank after the deadline for submission of bids prescribed by the Bank will be rejected and returned unopened to the Principle Bidder.17 Modification and Withdrawal of Bids

2. The Principle Bidder may modify or withdraw its bid after the bids submission, provided that written notice of the modification including substitution or withdrawal of the Bids is received by Citizen`s cooperative bank prior to the deadline prescribed for submission of bids. 17. The Principle Bidders modification or withdrawal notice shall be prepared, sealed, marked and dispatched in accordance with provisions mentioned in the clause Submission of Bids. A withdrawal notice may also be sent by fax / e-mail but followed by a signed confirmation copy, postmarked not later than the deadline for submission of bids. 17.1. No bid may be modified subsequent to the deadline for submission of Bids. 17.2. No bid may be withdrawn in the interval between the deadline for submission of bids and the expiration of the period of Bid validity specified by the Principle Bidder on the Bid Form.18 BID OPENING 17.3. As the Technical bids will be evaluated first for technical suitability, the Bank will open only the Technical Bids as per the schedule mentioned in Invitation for Bids (IFB). The Commercial bids of technically qualified Principle Bidders only will be opened at a later date subsequent to the technical evaluation. Citizen`s co-operative bank will notify the date and time of opening of the Commercial bids to the technically qualified Principle Bidders. 17.4. Attendance of all the authorised representatives of the Principle Bidders who are present at Bid Opening will be taken in a register against name, name of the company and with full signature. 17.5. Each commercial bid will be numbered serially, signed and dated by three officers of the bank, on the first page. Each page of the bid will also be initialed with date, by two officers. 17.6. Alterations in the bids, if any, made by the Principle Bidder / companies would be signed legibly to make it perfectly clear that such alterations were present on the bids at the time of opening. It would be ensured that alterations are signed by the Principle Bidder/companys executive who has signed the bid or by the Principle Bidder/companys representative authorized by the executive who has signed the bid. 17.7. Wherever any erasing or cutting is observed, the substituted words would be encircled and initialed by the bank officer singly and the fact that such erasing / cutting of the original entry was present on the bid at the time of opening should be recorded.

17.8. An on the spot statement giving details of the bids opened and other particulars as read out during the opening of the bids will be prepared. 17.9. Bids and modifications, if any, that are not opened and read out at Bid opening shall not be considered further for evaluation, irrespective of the circumstances. Such Bids will be returned unopened to the Principle Bidders. 17.10. Commercial bids of those Principle Bidders who have not been technically qualified will be returned unopened to the Principle Bidders concerned. 17.11. Citizen`s co-operative bank will prepare minutes of the bid opening. 19 CLARIFICATIONS OF BIDS To assist in the examination, evaluation and comparison of bids Citizen`s co-operative bank may, at its discretion, ask the Principle Bidder for a clarification of its Bid. The request for clarification and the response shall be in writing and no change in the price or substance of the bid shall be sought, offered or permitted. 20 PRELIMINARY EXAMINATION 18.1. Citizen`s co-operative bank will examine the bids to determine whether they are complete, whether any computational errors have been made, whether required sureties have been furnished, whether the documents have been properly signed and whether the bids are generally in order. 18.2. Bids without proper documents showing the tie-up arrangements with the partners involved in the supply of the total solution shall be treated as non-responsive. 18.3. Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and the total price shall be corrected. If the Principle Bidder does not accept the correction of the errors, its bid will be rejected. If there is a discrepancy between words and figures, the amount in words will prevail. 18.4. The Bank, at its discretion, may waive any minor informality, nonconformity or irregularity in a Bid which does not constitute a material deviation, provided such waiver does not prejudice or affect the relative ranking of any Principle Bidder. This shall be binding on all Principle Bidders and Citizen`s co-operative bank reserves the rights for such waivers.

18.5. Prior to the detailed evaluation, Citizen`s co-operative bank will determine the substantial responsiveness of each Bid to the RFP. For purposes of these Clauses, a substantially responsive bid is one, which conforms to all the terms & conditions of the RFP without material deviations. Deviations from or objections or reservations to critical provisions such as those concerning Bid Security, Performance Security, Warranty, Force Majeure, Applicable Law and Taxes & Duties will be deemed to be material deviation. The Banks determination of a Bids responsiveness is to be based on the contents of the Bid itself without recourse to extrinsic evidence. 1. If a Bid is not substantially responsive, it will be rejected by Bank and may not subsequently be made responsive by the Principle Bidder by correction of the non-conformity. 21 CONTACTING THE PURCHSER 2. No Principle Bidder/ Principle Bidder shall contact Citizen`s cooperative bank on any matter relating to its Bid, from the time of the bid opening to the time the Contract is awarded. 1. Any effort by a Principle Bidder to influence Citizen`s co-operative bank in the Banks bid evaluation, bid comparison or contract award decisions may result in the rejection of the Principle Bidders bid. 22 POST QUALIFICATION 2. Citizen`s co-operative bank will determine to its satisfaction whether the Principle Bidder that is selected as having submitted the lowest evaluated responsive bid is qualified to perform the Contract. 19.. The determination will take into account the Principle Bidders financial, technical and production capabilities. It will be based upon an examination of the documentary evidence of the Principle Bidders qualifications submitted by the Principle Bidder, as well as such other information as Citizen`s co-operative bank deems necessary and appropriate including details of experience and records of past performance. 19.1. An affirmative determination will be prerequisite for award of the Contract to the Principle Bidder. A negative determination will result in rejection of the Principle Bidders bid, in which event Citizen`s cooperative bank will proceed to the next lowest evaluated bid to make a similar determination of that Principle Bidders capabilities to perform satisfactorily. 20. AWARD CRITERIA: 1. Citizen`s co-operative bank will establish the reasonableness of prices on the basis of estimated rates, prevailing market rate, last purchase prices, economic indices of raw material/ labour and other input costs and intrinsic value etc. If necessary, Citizen`s co-

operative bank may negotiate with the lowest evaluated Principle Bidder (L1) to bring down the prices to the reasonable level. The Bank may also negotiate with the L1 Principle Bidder with regard to identification of modifications that may be required to the proposal. 20.1 After establishment of reasonableness of prices Citizen`s cooperative bank will award the Contract to the successful Principle Bidder whose bid has been determined to be substantially responsive and has been determined to be the lowest evaluated bid, provided further that the Principle Bidder is determined to be qualified to perform the Contract satisfactorily. 24 CITIZEN`S CO-OPERATIVE BANKS RIGHT TO VARY QUANTITIES AT TIME OF AWARD Citizen`s co-operative bank reserves the right at the time of award of contract to increase or decrease, the quantity of goods & services without any change in price or other terms and conditions. 25 CITIZEN`S CO-OPERATIVE BANKS RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS Citizen`s co-operative bank reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids at any time prior to award of Contract, without thereby incurring any liability to the affected Principle Bidder or Principle Bidders or any obligation to inform the affected Principle Bidder or Principle Bidders of the grounds for the Banks action. 21. NOTIFICATION OF AWARD: 21.1. Prior to expiration of the period of bid validity, Citizen`s cooperative bank will notify the successful Principle Bidder in writing by registered letter or cable/fax/email to be confirmed in writing by registered letter, that its bid has been accepted. 21.2. The notification of award will constitute the formation of the Contract. 21.3. Upon the successful Principle Bidders furnishing of performance security Citizen`s co-operative bank will promptly notify each unsuccessful Principle Bidder and will discharge its bid security. 22. SIGNING OF CONTRACT 1. At the same time as Citizen`s co-operative bank notifies the successful Principle Bidder that its bid has been accepted, the Bank will send the Principle Bidder the Contract Form incorporating all agreements between the parties. 2. Within twenty one (21) days of receipt of the Contract Form, the successful Principle Bidder shall sign and date the Contract and return it to the Bank.

28 PERFORMANCE SECURITY 3. Within twenty one (21) days of the receipt of notification of award from the Bank, the successful Principle Bidder shall furnish the performance security in accordance with the Terms and Conditions of Contract in the Performance Security Form provided in the RFP (Form -23). 4. Failure of the successful Principle Bidder to comply with the above requirements shall constitute sufficient grounds for the annulment of the award and forfeiture of the bid security, in which event the Bank may make the award to the next lowest evaluated Principle Bidder or call for new bids. 5. In case of inadequate performance Citizen`s co-operative bank, reserves the right to reject the whole system with full refund of the payment made, if any. 23 CORRUPT OR FRAUDULENT PRACTICES As per Central Vigilance Commission (CVC) directives, it is required that Principle Bidders / Suppliers / Contractors observes the highest standard of ethics during the procurement and execution of such contracts. In pursuance of this policy; (i) Corrupt practice means the offering, giving, receiving or soliciting of any thing of value to influence the action of a public official in the procurement process or in contract execution. And (ii) Fraudulent practice means a misrepresentation of facts in order to influence a procurement process or the execution of contract to the detriment of Citizen`s co-operative bank and includes collusive practice among Principle Bidders (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive Citizen`s co-operative bank of the benefits of free and open competition. Citizen`s co-operative bank reserves the right to reject a proposal for award if it determines that the Principle Bidder recommended for award has engaged in corrupt of fraudulent practices in competing for the contract in question. Citizen`s co-operative bank reserves the right to declare a firm ineligible, either indefinitely or for a stated period of time, to be awarded a contract if at any time it determines that the firm has engaged in corrupt or fraudulent practices in competing for, or in executing a contract. End of Document