MEGHALAYA POLICE - National Crime Records Bureau

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<strong>Crime</strong> & Criminals Tracking Network and Systems ProjectMeghalaya PoliceSI shall design, implement/customize the Enterprise Management System (EMS) and shall developany additional tools required to monitor the performance indicators listed under SLA Prescribed in thisRFP. The Acceptance Testing & Certification agency shall verify the accuracy and completeness ofthe information captured by the SLA monitoring system implemented by the SI and shall certify thesame.8. Project documentation:The Agency shall review the project documents developed by SI including requirements, design,source code, installation, training and administration manuals, version control etc. Any issues/gapsidentified by the Agency, in any of the above areas, shall be addressed to the complete satisfaction ofState.9. Data Quality:The Agency shall perform the Data Quality Assessment for the Data digitized/ migrated by SI to thesystem. The errors/gaps identified during the Data Quality Assessment shall be addressed by SIbefore moving the data into production environment, which is a key mile stone for Go-live of thesolution.Note: SI shall provide requisite support and coordinate with the Meghalaya Police for Audit, Useracceptance and Certification.6.4 Scope of Services - Post-Implementation Phase / Operate and Maintain PhaseThe SI shall be responsible for the overall management of the system including the application and entirerelated IT Infrastructure. SI shall develop / procure and deploy an EMS tool that monitors / manages theentire enterprise wide application, infrastructure and network related components.SI shall provide the Operations and Maintenance Services for period of five years following thedeployment and “Go-Live” of the solution in the State. Since Phase I locations will be declared Go-Liveearlier, the Operations and Maintenance Services for these locations for a period of five years will startimmediately and for the phase II locations, The Operations and Maintenance Services for a period of fiveyears will start after the Go-Live of Phase II locations.(Note: Though the requirement for operation and maintain phase is for 5 years, Meghalaya Policereserves the right to provide work order only for initial 3 years and make the payments accordingly.Further Meghalaya police may extend the support requirement by 2 years with the same SI or may involveany other agency as per the requirements of the state)As part of the post implementation services, the SI shall provide support for the software, hardware, andother infrastructure provided as part of this RFP. SI shall provide years ofcomprehensive AMC that includes1. Warranty support2. Annual Technical Support (ATS)3. Handholding ServicesThe services shall be rendered onsite from the State designated premises. To provide the support for thepolice stations, sub-divisional offices, district headquarters, ranges, zones, State police headquarters andother locations across the State, where the software, hardware, and other infrastructure will be rolled out,SI is expected to provide experienced and skilled personnel at each location. The SI will also ensure thatthere is a Service Center available or setup at each district or a group of districts of the State, as permutual understanding between State and the SI.Volume I Request for Proposal for Selection of System Integrator Page 88 of 205
<strong>Crime</strong> & Criminals Tracking Network and Systems ProjectMeghalaya Police6.4.1 Warranty supportAs part of the warranty services SI shall provide:1. SI shall provide a comprehensive warranty and on-site free service warranty for 5 years fromthe date of Go Live.2. SI shall obtain the five year product warranty and five year onsite free service warranty on alllicensed software, computer hardware and peripherals, networking equipments and otherequipment.3. SI shall provide the comprehensive manufacturer's warranty in respect of proper design,quality and workmanship of all hardware, equipment, accessories etc. covered by the RFP. SImust warrant all hardware, equipment, accessories, spare parts, software etc. procured andimplemented as per this RFP against any manufacturing defects during the warranty period.4. SI shall provide the performance warranty in respect of performance of the installed hardwareand software to meet the performance requirements and service levels in the RFP.5. SI is responsible for sizing and procuring the necessary hardware and software licenses asper the performance requirements provided in the RFP. During the warranty period SI shallreplace or augment or procure higher-level new equipment or additional licenses at noadditional cost to the State in case the procured hardware or software is not adequate to meetthe service levels.6. Mean Time between Failures (MTBF) If during contract period, any equipment has ahardware failure on four or more occasions in a period of less than three months or six timesin a period of less than twelve months, it shall be replaced by equivalent or higher-level newequipment by the SI at no cost to State. However, if the new equipment supplied is pricedlower than the price at which the original item was supplied, the differential cost should berefunded to State. For any delay in making available the replacement and repairedequipments for inspection, delivery of equipments or for commissioning of the systems or foracceptance tests / checks on per site basis, State reserve the right to charge a penalty.7. During the warranty period SI shall maintain the systems and repair / replace at the installedsite, at no charge to State, all defective components that are brought to the SI's notice.8. The SI shall as far as possible repair the equipment at site.9. In case any hard disk drive of any server, SAN, or client machine is replaced during warranty10. / AMC the unserviceable HDD will be property of State and will not be returned to SI.11. Warranty should not become void, if State buys, any other supplemental hardware from athird party and installs it within these machines under intimation to the SI. However, thewarranty will not apply to such supplemental hardware items installed.12. The SI shall carry out Preventive Maintenance (PM), including cleaning of interior andexterior, of all hardware and testing for virus, if any, and should maintain proper records ateach site for such PM. Failure to carry out such PM will be a breach of warranty and thewarranty period will be extended by the period of delay in PM.13. 1SI shall monitor warranties to check adherence to preventive and repair maintenance termsand conditions.14. The SI shall ensure that the warranty complies with the agreed Technical Standards, Security15. Requirements, Operating Procedures, and Recovery Procedures.16. SI shall have to stock and provide adequate onsite and offsite spare parts and sparecomponent to ensure that the uptime commitment as per SLA is met.17. Any component that is reported to be down on a given date should be either fully repaired orreplaced by temporary substitute (of equivalent configuration) within the time frame indicatedin the Service Level Agreement (SLA).18. The SI shall develop and maintain an inventory database to include the registered hardwarewarranties.Volume I Request for Proposal for Selection of System Integrator Page 89 of 205
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of Meghalaya Police. The existing c
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S/N Name of DHQ Name of PoP Name of
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18 CW&B 8 11 2 1 1 0Infrastructure
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Installed At Shillong , PHQ, SCRBRe
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MEGHALAYA POLICE - National Crime Records Bureau

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