Request for Proposal (RFP) Annual Maintenance Contract. Personal Computers. Branches & Offices in Kolkata Region

Transcription

1 Union Bank of India NRO Kolkata Request for Proposal (RFP) for Annual Maintenance Contract of Personal Computers at Branches & Offices in Kolkata Region Issued By Deputy General Manager, Union Bank of India, Nodal Regional Office, Kolkata 225C, A J C Bose Road, Alepe court, 1st flr, Kolkata

2 REGIONAL OFFICE: KOLKATA 225C, A.J.C Bose Road Aelpe Court 1 st Floor Kolkata Fax: /8518, rcc.kolkata@unionbankofindia.com, Tel: NRO:KOL:RCC:556 Date: To, All Empanelled Vendors Sub: RFP for Comprehensive AMC of Personal Computers Dear Madam/Sir, We, Union Bank of India, Regional Office, Kolkata, require AMC of Computers for various branches/offices in Kolkata and 24 Parganas(North). We, therefore, request you to submit your offer in sealed cover within which both technical & commercial bids are to be given in separate sealed covers on or before till 12:00 noon. The technical bid will be opened at 12:30 PM on and presence of your representative is solicited at the time of bid opening. Date and time for opening of Commercial bid for technically qualified bidders will be informed later. Orders will be placed as per requirements of the bank. The required quantity, configuration/specification and terms & conditions are defined as per enclosed RFP document. Please acknowledge receipt. Thanking you, Yours faithfully, Sd/- Chief Manager (P&D) Regional Office, Kolkata Page 2

3 Bid Details Comprehensive AMC of Personal Computers Last date and time for seeking clarification from us on the terms & conditions of the RFP ( p.m.) Last date and time for Receipt Of Bidding Document ( noon) Date and Time of Technical Bid Opening Place of opening of Bids ( p.m.) UNION BANK OF INDIA, REGIONAL OFFICE KOLKATA, 225C, A J C Bose Road, Alepe court, 1st flr, Kolkata Address for communication UNION BANK OF INDIA, REGIONAL OFFICE KOLKATA, 225C, A J C Bose Road, Alepe court, 1st flr, Kolkata / EMD NIL Cost of RFP (non refundable) NIL Interested Bidders are requested to send the to (rcc.kolkata@unionbankofindia.com) Contact to Bidders Containing following information, so that in case of any clarification same may be issued to them. Name of company, contact person, Mailing address with Pin Code, Telephone No., Fax No., address, Mobile No. etc. This RFP is being issued with no financial commitment and bank reserves the right to change or vary any part thereof at any stage. Bank also reserves the right to withdraw the RFP, should it become necessary at any stage. Page 3

4 1. Introduction Union Bank of India, a Public Sector Bank (hereinafter referred to as Bank), having its Nodal Regional Office at 225C, A J C Bose Road, Alepe court, 1st flr, Kolkata invites sealed quotations from empanelled vendors in two bid system for Annual Maintenance Contract (AMC) services for Personal Computers of various configuration located in various branches under Kolkata Region which comprises of Kolkata, 24 Parganas(N) districts of West Bengal state who fulfill the mandatory conditions / requirements as specified in this document. 2. Objective of the Proposal Awarding contract for AMC services for specified Personal Computers located in various branches and offices under Kolkata Region through tender. 3. Scope Of Work 3.1 Union Bank of India requires comprehensive on-site maintenance for personal computers equipment in their branches spread across the bank s Kolkata region. The equipment should be maintained in good working order and the AMC vendor should correct any faults and failures in the equipment. List of assets to be covered are listed in point AMC vendor shall repair or replace worn or defective parts as per our requirements stated in this document without charging anything extra to the bank other than the comprehensive AMC charges. 3.3 The selected L1 bidder will be awarded AMC contract to provide maintenance services for specified Computer Systems and Peripherals located in various branches under Kolkata Region for the specified duration. 3.4 Interested vendors should provide their applications in whole as specified in this RFP. 4. Minimum Pre-Qualification Criteria 4.1 The firm should be experienced in computer support services field for at least 3 years. 4.2 The firm should be currently engaged in similar AMC contract with a minimum of two nationalized banks or financial institutions or government offices in West Bengal other than Union Bank of India. Self-attested copies of work order to be submitted in this regard along with contact details of the firms for our verification. 4.3 The firm should not have been blacklisted by any Govt. Department or Public Sector Undertaking. Also, the firm should not have any adverse records with other banks or our bank. 4.4 The firm should have Income Tax PAN, TIN No, GST No. (Self-attested copies of pan card, TIN No, GST No and latest Income tax return to be submitted) 4.5 The firm should be registered with respective Tax Authorities for GST, Sales Tax, Excise Duty, etc. as applicable for the nature of work undertaken by them. Self-attested copy of proof to be submitted regarding the same. If the firm doesn t come under the Page 4

5 purview of service tax / GST, an undertaking stating the same should be submitted by the firm/company with seal. 4.6 The firm should have service centers in Kolkata and 24 Parganas(N) districts in West Bengal, or should justify their competency to extend timely service support in these districts irrespective of the actual locations. Justification can be substantiated with their manpower mapping details per district. Proof of existence for service centers and man power details with phone number should be attached for our verification. 5. Tender Process 5.1 For the purpose of the present job, a two-stage bidding process will be followed. The response to the present tender should be submitted in two parts: Technical Bid and Commercial Bid. 5.2 On the basis of submitted commercial offers, bank will enter in to AMC contract with the L1 bidder (in normal cases). AMC rates fixed at the time of contract will be nonnegotiable for the contract period and no revision will be permitted. This includes changes in taxes or similar government decisions. 5.3 This contract will be awarded for a period of one year from date of signing the AMC contract. It may be further renewed if both parties wish to continue on the same terms of service. 5.4 If the service provided by the vendor is found to be unsatisfactory or if at any time it is found that the information provided by the vendor is false, the Bank reserves the right to revoke the awarded contract without giving any notice to the vendor. Bank s decision in this regard will be final. 5.5 In normal course L1 vendor will get 100% of the work order. However the Bank reserves the right to distribute the work among the shortlisted firms if required, keeping in view their relative strengths and operational convenience. Therefore, the lowest tendering firm shall not have sole claim over the entire order. The L1-rate Vendor will get at least 60% of the work contract and the remaining work orders will be may be given to L2 and/or L3 rate Vendor, provided they accept the L1 Rates. Vendors of L4 rate and beyond will not be considered. Bank s decision in this regard will be final. 5.6 If any of the shortlisted Vendors are unable to fulfill the orders within the stipulated period, then the Bank will have the right to allot those unfulfilled orders to other participating vendors after giving 15-days notice to the defaulting Vendor. Also during the period of the AMC contract due to unsatisfactory service to our branches/offices, Bank will have the right to cancel the contact and award the contract to other participating vendors. 6 Call Coordinator 6.1 There should be single person of contact for our offices to inform down calls and lodge complaints. This person may or may not be exclusively provided for our bank, but should be a staff of the firm/company and should be reachable over phone and provided by the company. This person will be known as Call coordinator throughout this document. Page 5

6 6.2 Call coordinator should have sufficient experience in Hardware and Operating Systems troubleshooting field and capable of communicating with the branch staffs in fluent Bengali/Hindi/English. 6.3 Call coordinator shall lodge down-calls as informed by bank and provide a unique docket number for each case. They need to coordinate with their field team to rectify the complaints as per TAT prescribed by the bank, failure of which will attract penalties as mentioned in this RFP. 6.4 Call coordinator shall maintain details of all open/closed cases and produce the status as and when required by bank. They should make sure that any pending down calls are closed only after the required maintenance activities are fully completed. 6.5 Call coordinator needs to be well versed with complete procedure to follow in installation of bank s systems. 7 Lodging Complaints 7.1 The bank official who is informing the company about the complaint shall be termed bank contact person. Bank contact person will inform the complaint details to the call coordinator through or telephone. The case should be acknowledged and unique docket number to be provided to the concerned immediately. 7.2 If bank lodges complaint pertaining to an item which is not under your AMC should not be refused and need to be attended by the vendor as per terms of No amount of remote diagnosis or telephonic support shall be used in response to our complaints. Field team should be promptly assigned to visit the location and rectify the complaint. 7.4 It should be ensured by the vendor that no call is getting closed without confirmation from bank contact person as to their satisfaction in the resolution offered. Call coordinator should keep these records for future reference. 7.5 Any complaints which found to be closed without bank s confirmation will be treated as pending since the original date of lodging the complaint and penalty will be imposed. 8 Working Days and Hours 8.1 The term working days throughout this document would mean all days except Sundays and public holidays as notified from time to time by Govt. of West Bengal and the term working hours would mean the time during 10AM to 6 PM on working days. 8.2 Services of the call coordinator shall be available anytime during working hours. 8.3 Field team shall visit the branches on working hours only unless otherwise requested by the bank. Any work which is pending after working hours should be completed on the immediate next working day. Else it will be treated as a case of non-attendance of complaint for penalty purpose. 8.4 Call coordinator should intimate the bank contact person about the time of visit so that the equipment can be made available for servicing. Bank has the right to deny Page 6

7 access if said timings are not adhered to. Same will be treated as a case of nonattendance of complaint for penalty purpose. 9 Maintenance Standards 9.1 All field team visiting our offices should be employees of the firm, the staff strength and posted locations are to be mentioned in your response to our RFP. 9.2 All repair and maintenance services described herein shall be performed by qualified maintenance engineers who are completely familiar with the equipment which they are dealing with. They shall be competent enough to install or rectify all equipment under their AMC service to the satisfaction of the bank. They may be guided by the call coordinator for any technical assistance. 9.3 Call coordinator must ensure that bank s systems are being installed by the field team as per the guidelines issued by the bank. Any lapse or deviation in this regard will be treated as non-attendance of complaint and penalty will be levied until it is rectified. 9.4 Field team or any service team shall not unnecessarily contact our office to raise queries on service matters. Maximum concerns should be dealt by the call coordinator or competent alternative in the vendor company. However, the call coordinator may contact us for guidance on any matter which is not yet clarified. 9.5 For OS related issues in which formatting of hard disk is necessary, data backup should done in advance and need to be restored as per satisfaction of the computer user after formatting. All peripheral equipment should be re-connected, tested and shared after installing the OS. 9.6 During installation or repair of computers under AMC, all connected peripherals such as printers and scanners should be installed even if the said equipment doesn t come under your AMC. Installed printers should be shared on the network computers. However peripherals which are both in inoperable condition and not under your AMC may be excluded. 9.7 Vendor should ensure that disks / pen drives used by their engineers during repair / maintenance should be free from any computer virus or malware. In case it is conclusively proved that a computers has been infected through the said means, the expenses incurred by the bank for restoring the computer system and data will be recovered from the vendor by any suitable means. 9.8 Repair work for any faulty equipment shall be carried out at onsite basis. If such repair is unsuccessful, vendor may take the equipment to their nearest service center to perform the repairs. However, in such cases, standby equipment of equal specification should be provided by the vendor and made working so that bank work may not be affected due to the down time. 9.9 The supplier shall not assign, in whole or in part, its obligations to perform under the contract, except with the purchaser s prior written consent. 10 Necessary Reinstallation, Upgradations and Patches 10.1 At any point of time, Bank may at its discretion decide that certain computers should be formatted due to malware, disk space issues, security threat or incompatibility of software. Bank will raise call for Formatting and Reinstallation and such requests Page 7

8 should be fulfilled as part of Comprehensive AMC. Formatting and subsequent reinstallation should be done in compliance with maintenance standards terms of AMC Other than during Preventive Maintenance(PM) visit, bank may require all computers to be patched urgently with specific OS and/or Antivirus patches, application updates or upgrades for specific software. Such requests should be fulfilled as part of Comprehensive AMC During periodic PM visits, all computers should be updated with latest available Antivirus patches and OS patches provided by bank. Also latest copy of bank Software to be dumped in every computer as mentioned. This activity will be a part of PM visit and no additional charges will be applicable. 11 Turn Around Time (TAT), Provision for Standby and Penalties Bank expects proper service support during contract period. The Hardware should be set right within 24 hours of reporting the complaint. In case the machine is down for more than 3 working days and no substitute is provided by the vendor, penalty per day may be charged as under, maximum Rs per case. S. Item Penalty Amount/Per Day No. 1 Desktop The penalty may be recovered from the amount payable to the vendor by the Bank. The vendor can provide substitute equipment for a maximum of 15 days. Penalties deducted by the bank from quarterly payment for lapses by the vendor as mentioned here will not be reimbursed at any circumstance. 12 Escalation Details and Changes 12.1 Escalation matrix of company should be shared to the bank for escalating service related concerns. This should include district level and state level officials The vendor shall promptly inform any changes in key persons of escalation, contact details or any other changes related to the company to the bank It will be the sole responsibility of the company to ensure that no activity pertaining to service support is hindered by the absence of any official. Company may ensure this by appointing sufficient alternate personnel at each level of escalation and informing us. 13 Coverage of AMC 13.1 All parts including monitor, keyboard, mouse, connecting cables, power cords etc. but except consumables should be covered under Comprehensive AMC. If any part needs to be replaced to resolve complaints, the same should be replaced with equivalent or superior part which is compatible. Replacement should be done at no cost to the bank Cost of all spares and labor charges should be borne by the vendor under AMC List of available IT assets at our branches/offices in Kolkata Region are given in point 31. The vendor should go through the entire list and its configuration before quoting. Page 8

9 No brand/model shall be excluded. The vendor should make available the spare parts of the same OEM or equivalent The list of assets provided is not exhaustive, additions or omissions to be made will be informed to you from time to time and the same should be incorporated in the AMC on quarterly basis. The vendor is required to maintain proper inventory of all assets If required, vendor shall visit all branch locations under our region and verify the asset details before commencing the AMC contract. This will be termed preliminary visit. It shall be done at no expense to the bank. All items will be treated as perfectly working at the time of starting the contract. As on date all the machines are in good working conditions Vendor should not refuse to attend any down call which is lodged for a hardware item that is yet not included in your AMC. In such case, confirmation should be sought from Regional Office and if permitted, the item should be included in AMC from the current quarter. It may be included for the next due payment The Bank reserves all its rights to shift the items mentioned in the attached list of AMC between branches within our Region as per our requirement and the systems will continue under the AMC coverage independent of the location Resolving HW /SW related all issues (including Re-configuration / re-installation of Hardware), Operating Systems, Network, installation of Antivirus & their Patches in the PCs, taking backup and re-installation of OS, installation of printers etc. In any case, the machine should be set right in the minimum possible time Configuring , Domain, Internet, Finacle, Printer etc. Attending and resolving Operating Systems related issues, for hardware under Warranty/AMC, if possible Any other work assigned, related to Computer Hardware. 14 Software Support 14.1 Bank will provide all application software which is required to be installed in computers, hereafter termed Bank Software. This copy and periodic updates to the same will be provided to the vendor/call coordinator. Vendor should ensure that sufficient copies of latest bank software are made available to the service engineers when they visit our branches for any service activity Installation of application software, admin passwords, naming convention of computers, configuring network, adding to domain, installation of antivirus and updating the same should be done under the supervision of call coordinator as per terms 6.5 and Quarterly Preventive Maintenance 15.1 Preventive Maintenance (PM) should be done for all the assets covered in this AMC contract once in every quarter. Service personnel should visit the branches/offices atleast once in 75 days for preventive maintenance during branch working hours in addition to fault-repair calls. Gap between two consecutive PM for a branch/office Page 9

10 should not be more than 75 days. Such visits shall be free of cost during AMC. Fault repair calls will not be treated as PM visit All equipment should be serviced using appropriate method for failure free operation. Sufficient spares such as power/vga cables, optical mouse, USB keyboard, SMPS, etc. shall be carried by service personnel to provide immediate replacement for faulty items Complaints should be lodged for making good all hardware items under your AMC which are found to be not in working condition during PM visit without need for any call to be raised from the bank s end Latest copy of required Bank Software should be copied to all computers in any one drive except C drive under the folder name Bank Software. All computers should be updated with latest available Antivirus definitions and OS patches which is provided in Bank Software Preventive Maintenance certificate in the prescribed format to be duly filled with all details and handed over to the branch after PM activity. Consolidated copies of Quarterly PM reports duly attested by branch official for all sites should be submitted by the vendor to bank. 16 Payment Terms 16.1 Bank will make payment for AMC services as per the rates finalized in the tender process. These rates will be frozen during the contract period as per RFP terms and conditions AMC Payment for all locations in our region will be done from Regional Office on quarterly basis in arrears. No advance payment will be done in any case Vendor should submit the payment request along with invoice, soft copy of comprehensive asset details as per our format, bank account beneficiary details and one copy each of PM reports for all locations. Payment will be done through electronic fund transfer to the bank account number provided by you Payment will be subject to the provision of tax deductions Bank has the right to deduct penalties from the payment as per provisions in term Signing of Contract 17.1 If the bank decides so, the vendor which is awarded with the AMC work order will have to execute an agreement with the bank for Comprehensive On-site Annual Maintenance Contract at the approved rates and it shall be signed by authorized signatories of both parties on a stamp paper having value of Rs.200. Vendor has to execute the contract at their own cost Format of AMC agreement will be provided by the Bank. The terms and conditions of the AMC agreement will be decided by the bank and no deviations will be permitted In the absence of any formal contract, the copy of work order, the RFP document and other related documents will be treated as contract. Page 10

11 17.4 Bank may terminate the contract by giving 30 days advance written notice without citing any reason whatsoever. In such case, payment will be appropriated till the date of termination of contract and vendor will not be eligible for payments for the remaining period. 18 Instruction to Vendors on Submission of Response 18.1 Bidder is expected to examine all instructions, forms, terms and conditions, technical specifications in the document. Failure to furnish all information required, application containing false information or submission of a bid not substantially responsive to our instructions in every respect may result in rejection of such bid The bidder shall bear all costs associated with preparation and submission of its bid. Bank will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the tender process The bidder will have to submit the Technical Bid and Commercial Bid Portion of the Bids separately in sealed envelopes, duly super scribing "Bid for Annual Maintenance Contract for Personal Computers. Commercial bid portion shall contain only the prices quoted as per the commercial format in the annexure. All other documents part of the application should be submitted in the technical bid portion. Technical bid portion shall not contain any pricing or commercial information at all The response should be submitted in a structured format as per the check list appended and all pages are to be numbered serially. Non relevant/ unnecessary documents should not be submitted along with the application. All information provided should be specific to the requirements mentioned. Detailed clarification should be provided later in case of necessity Application with documents as per the Check List appended should be submitted in original, duly signed and stamped on each page.fax/telegram/telex/ or any form of electronic communication will not be acceptable Applications should be submitted to The Deputy General Manager, Union Bank Of India, Regional Office, 225C, A J C Bose Road, Alepe court, 1st flr, Kolkata before the specified deadline. If any applicant sends the application (filled RFP document) by post/courier and the same reaches after the stipulated time, such applications will not be considered All pages are to be signed affixing the company seal by the bidder or a person duly authorized to bind the bidder to the contract. The person so signing should have authorization/power of Attorney to do so. (Copy of the same should be submitted with the application). For proprietorship firms, either the proprietor or a person having Power of Attorney (PA) from the proprietor will be the authorized signatory for all documents in this tender. Copy of PA document should be enclosed as proof. For private limited companies, any person appointed by the board of the company as their authorized signatory may sign all the documents pertaining to this tender. Copy of board resolution should be enclosed as proof Both commercial and technical bids shall be typed or written in indelible ink. Any alterations, erasures, overwriting, blanking out or discrepancies in figures etc. may render the EOI submission as invalid. Submissions which differ from the formats provided in this RFP will be liable for rejection. Page 11

12 18.9 The Bank may include additional PERSONAL COMPUTERs (of other OEMs) also in near future subject to satisfactory services of the vendor. Bank reserves right to cancel the the offer without informing any reason for the same Bank reserves the right to reject an offer under any of the following circumstances: a) Offer is incomplete and/or not accompanied by all stipulated documents. b) Offer is not in conformity with all terms and conditions said in this document. c) Commercial Offer is not submitted in separate cover along with Technical Offer. d) Commercial Offer format differs from the format provided here. e) If any terms and conditions in the RFP document is violated f) If it is found that any information provided in the offer is bogus. Not limited to the reasons stated above, right of acceptance or rejection of applications will be reserved exclusively by Union Bank of India. 19 Amendment of Tender Document 19.1 At any time prior to the deadline for submission of bids, the Bank may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, modify the Bidding documents by issuing amendments Amendments, if any will be notified through Bank s web site and will be binding on all prospective bidders. No separate intimation will be given in this regard. 20 Submission of Applications 20.1 All tender applications should reach the mentioned address before noon on 16 th February 2018, beyond which it will not be considered. In the event of the specified date for submission of bids being declared a holiday for the Purchaser, the bids will be received up to appointed time on next working day or any other day communicated by the bank. In case of any unforeseen circumstances bank reserves the right to change the date and time of acceptance of documents. Bank s decision in this case will be regarded as final In order to provide the prospective Bidders with reasonable time to take into account any amendments as per term 19, the Purchaser may, at its discretion, extend the deadline for submission of bids. In such case, all rights and obligations of the purchaser and bidders previously subject to the deadline will thereafter by subject to the deadline as extended Erasures or alterations after submission of bids will not be permitted and such requests will not be entertained by the bank. 21 Opening of Applications 21.1 The technical bids will be opened at PM on 16 th February 2018 at Union Bank of India, Regional Office, Kolkata. The applicant s representative may be present to witness the opening. No further notice in this regard will be given. Such representatives should bring a Letter of Authorization from their respective firms Commercial bids will be opened only after completely evaluating the technical bids. The date and time for the opening will be intimated to technically qualified bidders. AMC will be awarded only after evaluating both bids. Page 12

13 21.3 In case the Bank does not function on any of the said dates due to unforeseen circumstances or day being declared a Holiday under NI Act, opening will be postponed to the same hours at the same venue on the immediate next working day or any other day as decided by the bank. 22 Principles for Evaluation 22.1 The Purchaser will examine the bids to determine whether they are complete, whether any computational errors have been made, whether all required information have been provided as underlined in the bid document, whether the documents have been properly signed, and whether bids are generally in order. Bids from agents without proper authorization from the manufacturer shall be treated as non-responsive Arithmetical errors will be rectified on the following basis. If there is a discrepancy between unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and total price shall be corrected. If there is discrepancy between words and figures, the amount in the words will prevail. If the supplier does not accept such correction of the errors, their bid will be rejected The purchaser may waive any minor informality or non-conformity or irregularity in a bid, which does not constitute a material deviation, provided such waiver does not prejudice to affect the relative ranking of any bidder. 23 Evaluation of Technical Bid The Bank's evaluation of the technical bids will take into account the following factors and based on such evaluation the technically qualified bidders will be short-listed: 23.1 Conformation to pre-qualification criteria Compliance of terms and conditions stipulated in the RFP duly supported by certified documentary evidence called for therein Submission of duly signed compliance statement as stipulated in annexures and any write-up/brochures mentioning their infrastructure facilities Review of written replies submitted for the clarifications sought by the Bank, if any. 24 Evaluation of Commercial Bid 24.1 Commercial bids of only technically qualified short listed bidders will be opened and evaluated Bank s evaluation of the Indicative commercial bids will take into account the status of compliance of terms and conditions The offer should remain valid for a period of at least 90 days from the date of the tender opening The Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender. 25 Purchaser s Right To Accept Or Reject Any Bid Or All Bids The purchaser reserves the right to accept or reject any bid and annul the bidding process and reject all bids at any time prior to award of contract. Bank will have no liability towards the Page 13

14 bidder or bidders affected as such or any obligation to inform the affected bidder or bidders about the ground for the purchaser s actions. 26 Termination for Insolvency The Bank may at any time terminate the Contract by giving written notice to the Bidder, if the Bidder becomes bankrupt or otherwise insolvent. In this event, termination will be without compensation to the Bidder, provided that such termination will not prejudice or affect any right of action or remedy, which has accrued or will accrue thereafter to the Bank. 27 Indemnity The Vendor shall, at its own expense, defend and indemnify the Bank against all third party claims for infringement of patent, trademark, design or copyright arising from use of proposed product/products or any part thereof. Vendor should have no obligation regarding any such claim based on: a) Anything the Bank provides which is incorporated into a Product or Vendor s compliance with any designs, specifications, or instructions provided by the Bank or by a third party on the Bank s behalf; b) Bank s modification of a Product s use in other than its Specified Operating Environment; c) The combination, operation, or use of a Product with other products not provided by Vendor as a system, or the combination, operation or use of a Product with any product, data, apparatus, or business method that Vendor did not provide, or the distribution, operation or use of a Product for the benefit of a third party outside the Bank; The Vendor shall also indemnify the Bank against all losses, damages, claims, counter claims, suits, penalties and costs which the Bank may face on account of a) Bodily injury (including death) and damage to real property and tangible personal property caused by Vendor s negligence on the part of the Vendor s employees, agents or representatives. b) Any claim or proceeding brought by a third party against the Bank as a consequence of the above. c) Any claim made upon and any action taken against the Bank by any statutory authority or Court on account of the Vendor s failure to comply with any laws, orders and regulations applicable to the performance by Vendor of its obligations under this Agreement. In the event of the Vendor not fulfilling its obligations under this Section within the period specified in the notice issued by the Bank, Bank has the right to recover the amounts due to it under this provision from any amount payable to the Vendor under this Agreement for AMC/Facility Management/ Support Services etc. Vendor shall be liable for any breach or any non-performance by the Vendor of any of its undertakings, warranties, covenants, representations or obligations under this Agreement, subject to the provisions of Limitation of Liability. 28 Limitation of Liability Vendor s aggregate liability under the contract shall be limited to a maximum of the Contract value. This limit shall not apply to third party claims for 1) IP infringement indemnity; 2) bodily injury(including death) and damage to real property and tangible personal property caused by Page 14

15 vendor s gross negligence. For the purpose of this section, Contract value at any given point of time, means the aggregate value of the work orders placed by Bank on the vendor that gave rise to claim, under this tender. Vendor shall not be liable for any indirect, consequential, incidental or special damage sunder the agreement / purchase order. 29 Force Majeure Notwithstanding the above provisions, the Successful bidder shall not be liable for penalty or termination for default if and to the extent that it s delay in performance or other failure to perform its obligations under 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 Bidder and not involving the Bidder's fault or negligence and not foreseeable. Such events may include, but are not restricted to, wars or revolutions and epidemics. If a Force Majeure situation arises, the Bidder shall promptly notify the Bank in writing of such condition and the cause thereof. Unless otherwise directed by the Bank in writing, the Bidder shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means of performance not prevented by the Force Majeure event. 30 Governing Law And Disputes The provisions of this tender shall always be subject to government notifications, any rules/ guidelines that may be in force from time to time. All disputes or differences whatsoever arising between the parties out of or in relation to the construction, meaning and operation or effect of these Tender Documents or breach thereof shall be settled amicably. If however the parties are not able to solve them amicably, the same shall be settled by arbitration in accordance with the provisions of Arbitration and Conciliation Act 1996 or any statutory modifications or re-enactments thereof and the rules made there under and for the time being in force, shall apply to the arbitration proceedings. The arbitrator shall be appointed with the mutual consent of both the parties. However, there is a provision of appeal, if either party is not satisfied with the arbitration award, which will be subject to the exclusive jurisdiction of the courts at Kolkata. During the arbitration proceedings the Vendor shall continue to work under the Contract 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. The venue of the arbitration shall be Kolkata. 31 List of Assets for AMC Below are the types of products, their indicative numbers and make/model which are to be covered. Note that vendor will be not allowed to exempt any make/model from AMC coverage. Asset Type Number(Approx) Desktop Computer (PC) 355 Asset Type Desktop Computer (PC) Products in Use Acer Veriton, HCL, HP, Chirag etc The Bank reserves the right to alter the hardware quantities mentioned in offer. The bank also reserve the right to add or delete one or more item from the list of items specified in offer. The Page 15

16 Bank also reserve right to add or delete name of any branch. The Branches where hardware is currently under warranty period may be later on added under ongoing AMC, after expiry of warranty period of such branches. Similarly, branches where in old hardware is replaced with new hardware will be deleted from AMC purview. 32 Check List for Submission of Bids 32.1 Covering Letter on Company Letterhead- as per Annexure I 32.2 Compliance of Pre-qualification - as per Annexure II 32.3 Letter of Undertaking - as per Annexure III 32.4 Acceptance of Terms and Conditions - as per Annexure IV 32.5 Applicant s Profile - as per Annexure V 32.6 List of Customers for Reference - as per Annexure VI 32.7 Details of the Service centers - as per Annexure VII 32.8 A signed copy of complete unfilled RFP document Write up on the Company s expertise in service support of computers and peripherals Copy of Audited Financial Statement for Last three years Copy of latest Tax documents Commercial offer as per format in Annexure VIII in separate sealed cover Besides these, self-attested copies of all documents in support of Eligibility Criteria mentioned in this RFP is to be submitted. 33 Undertaking by Vendor The successful bidder must give an undertaking that all components to be use for parts replacement will be original and not re-furbished. This must be submitted along with the Invoices. The Vendor shall, at its own expense, defend and indemnify the Bank against all third party claims for infringement of patent, trademark, design or copyright arising from use of proposed product/products or any part thereof. 34 Contact Details for Clarifications : For further clarifications if any, you may contact the following address: Regional Computer Cell, Union bank of India - Regional Office, 225C, A J C Bose Road, Alepe court, 1st flr Kolkata Phone: rcc.kolkata@unionbankofindia.com Website: Deputy General Manager Union Bank of India, Nodal Regional Office - Kolkata XXXXXX Page 16

17 ANNEXURE-I Covering Letter Offer Reference No: Date: To Deputy General Manager Union Bank of India Nodal Regional Office Kolkata 225C, A J C Bose Road, Alepe court, 1st flr Kolkata Sir, Response to RFP Ref: NRO:KOL:RCC:556 dated Having examined the above RFP document and Annexures, we hereby submit our offer to provide Comprehensive AMC support services for Personal Computers in conformity with the said RFP. If our offer is accepted, we undertake to provide Comprehensive AMC support services for Personal Computers to the Bank during the period of contract. We have read through the complete RFP and agree to abide by and fulfill all the terms and conditions of the RFP. A complete blank copy of entire RFP document is signed and enclosed for confirmation. We enclose all required documents as per the Check List of RFP We confirm that we do not have any adverse records with any public sector banks regarding AMC support services for Computer Hardware. We confirm that we have not been blacklisted by any Govt. Department or Public Sector Undertaking. Our PAN number is.. We are registered with the GST and our registration number is. We accept all Instructions and Terms & Conditions mentioned in the subject RFP. Dated this..day of 2018 Signature of the Authorized Signatory with date & seal Page 17

18 ANNEXURE-II PRE QUALIFICATION Pre-Qualification Criteria Compliance Detail of proof Vendor should be experienced in computer support services field for at least 3 years and should be currently engaged in similar AMC contract with a minimum of two nationalized banks or financial institutions or government offices. Self-attested copies of work order to be submitted in this regard along with contact details of the firms for our verification. Vendor should be registered with respective Authorities for GST, Sales Tax, Income Tax, Excise Duty etc. Vendor should have service centers in Kolkata & 24 Parganas(N) districts in West Bengal, or should justify their competency to extend timely service support in these districts irrespective of the actual locations. Justification can be substantiated with their manpower mapping details per district. Proof of existence for support centers and man power details with phone number should be attached for our verification. Vendor should not have been blacklisted by any Govt. Department or Public Sector Undertaking. The bidder shall give an undertaking in the letter format of the annexure that they have not been blacklisted by any of the Govt. Authority or PSUs as on date of submission of tender. (Wherever applicable submit documentary evidence to facilitate verification) We hereby declare that the information submitted above is true to the best of our knowledge. We understand that in case any discrepancy is found in the information submitted by us our tender is liable to be rejected. Signature of the Authorized Signatory with date & seal Page 18

19 ANNEXURE-III Letter of Undertaking Offer Reference No: Date: To Deputy General Manager Union Bank of India Nodal Regional Office Kolkata 225C, A J C Bose Road, Alepe court, 1st flr Kolkata Sir, Response to RFP Ref: NRO:KOL:RCC:556 dated Having examined the above RFP document and Annexures, we understand that You are not bound to accept lowest or any bid received by you, and you may reject all or any bid. If our Bid for the above job is accepted, we undertake to enter into and execute at our cost, when called upon by the purchaser to do so, a contract in the prescribed form. If a formal contract is not prepared and executed, this bid together with your written acceptance thereof shall constitute a binding contract between us. If our bid is accepted, we will be responsible for the due performance of the contract. You may accept or entrust the entire work to one vendor or divide the work to more than one vendor without assigning any reason or giving any explanation whatsoever. Vendor means the bidder who is decided and declared so after examination of commercial bids. The names of shortlist bidders after completion of first stage (Technical Bid), and the same of successful bidder to whom the contract finally awarded after completion of second stage (Commercial Bid), shall be displayed on the Notice Board at the Union Bank of India, Regional Office Kolkata. We also accept all Instructions and Terms & Conditions of the subject RFP. Dated this..day of 2018 Signature of the Authorized Signatory with date & seal Page 19

20 ANNEXURE-IV Acceptance of Terms and Conditions Offer Reference No: Date: To Deputy General Manager Union Bank of India Nodal Regional Office Kolkata 225C, A J C Bose Road, Alepe court, 1st flr Kolkata Sir, Response to RFP Ref: NRO:KOL:RCC:556 dated With reference to the above RFP, we have examined, understood and accept the instructions, terms and conditions cited below: We understand completely the scope of work for this tender and assure you that our firm surpasses Minimum Pre-Qualification Criteria. We will provide Call Coordinator to perform the mentioned duties. We understand the Working Days and Hours of the bank and the Maintenance Standards expected by the bank regarding our AMC service. We agree to undertake Necessary Reinstallation, Upgradations and Patches. We agree to comply with the given Turn Around Time (TAT), provide standby equipment if required and allow the bank to deduct penalties from our payment. We have noted the assets list and undertake to cover all the mentioned aspects mentioned in coverage of AMC and provide Software Support as mentioned. We will undertake Quarterly Preventive Maintenance as described and will facilitate Shifting of hardware between locations, as per bank requirements. We understand and accept the Payment Terms and agree to enter AMC contract We have noted the instruction on Submission of Response and have complied with it. We will make note of any Amendments of Tender Document published by the bank. We have adhered to the Deadline for Submission of Application We understand the nature of the Tender Process and Bidding and understand the Principles for Evaluation of Technical and Commercial Bids. We agree with the Purchaser s Right to Accept or Reject Any Bid or All Bids. We accept the terms mentioned under Termination for Insolvency, Limitation of Liability, Force Majeure, Governing Law And Disputes We further confirm that all required information /annexures and photocopy of unpriced commercial bid is enclosed. Dated this..day of 2018 Signature of the Authorized Signatory with date & seal Page 20

21 Annexure V APPLICANT S PROFILE 1 Name of the Applicant 2 Status of Applicant(Company, Partnership, Prop etc.) 3 Whether in Technical collaboration with foreign company? If so give details 4 Year of Establishment & Details of Registration ( attach Documentary Proof) 5 Number of years experience in AMC Support business 6 Address 7 Telephone No 8 Fax Number 9 Address 10 Website address of the company 11 Key Person(s) with contact details a)head office/registered office 12 Authorized Official with Name, Designation, Contact Phone No/Mobile No/Fax No.etc. for the RFP 13 Service Tax / GST Number 14 Income Tax Number 15 Whether blacklisted by any Government or any other Government agencies or Banks in India 16 No of employees(separately for Permanent and Under Contract) at Service Centers of the applicant (mention district wise) a. Kolkata b. 24 Parganas(N) 17 List of repair/workshop facility available in these districts (Wherever applicable submit documentary evidence to facilitate verification)we hereby declare that the information submitted above is true to the best of our knowledge. We understand that in case any discrepancy is found in the information submitted by us our tender is liable to be rejected. Signature of the Authorized Signatory with date & seal Page 21

22 Annexure VI LIST OF CUSTOMERS FOR REFERENCE Details of at least two nationalized banks or financial institution or government offices in Kolkata other than Union Bank of India in which you have provided similar AMC services. (Self-attested copies of work order to be submitted in this regard along with contact details of the firms for our verification) SNo Name and complete Postal Address of the Customer Details of the services provided to the customer during last 3 years Whether reference Letter enclosed (Enclose necessary documentary proof) We hereby declare that the information submitted above is true to the best of our knowledge. We understand that in case any discrepancy is found in the information submitted by us our tender is liable to be rejected. Signature of the Authorized Signatory with Date & Seal Page 22

23 Annexure VII DETAILS OF SERVICE CENTRES S No District Address 1 Kolkata 2 24 Parganas(N) If own service centers are not available in all of the mentioned districts, provide justification for your competency to extend timely service support in these districts: We hereby declare that the information submitted above is true to the best of our knowledge. We understand that in case any discrepancy is found in the information submitted by us our tender is liable to be rejected. Signature of the authorized signatory with Date & Seal Page 23

24 Annexure VIII FORMAT OF COMMERCIAL OFFER (to be submitted in separate sealed cover) PART 1 : Comprehensive AMC Service Rates per Year S No. Product Type Approx No of Units Under AMC (A) Rate per Unit for AMC service for one year (inclusive of all charges and taxes ) (B) Total (A) x (B) 1 Desktop Computer (PC) 355 Rs. Rs. Net Annual Payment for Comprehensive AMC (P1) Total Cost of Ownership (TCO) for One Year : Rs. In figures: Rs. In words: Rupees 1. Unit prices of all items, including optional items as well as TCO must be quoted in WORDS AND FIGURES. 2. The Total cost includes all taxes, GST, duties and levies (expecting Octroi, if applicable). 3. In case of any discrepancy, total price quoted in words will be considered for computation of TCO. 4. Cost comparison will be on the basis of total cost of ownership calculated as explained above. 5. AMC will be paid on quarterly in arrear basis subject to satisfactory services rendered by the vendor. 6. The rate of AMC quoted will be taken as base for additional machines to be brought under AMC, if decided by the bank. We hereby declare that the information submitted above is true to the best of our knowledge. We understand that in case any discrepancy is found in the information submitted by us our tender is liable to be rejected. Signature of the authorized signatory with Date & Seal Page 24