RFP VOL-I.pdf - National Crime Records Bureau

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CCTNS Functional & Technical SpecificationsAs part of the Handholding services to provide Operations and maintenance support for theserver and related infrastructure supplied or commissioned by the SI for the application at theData Center and Disaster Recovery Center SI shall provide:1. The scope of the services for overall IT infrastructure management as per ITIL frameworkshall include 365x24x7 on site Monitoring, Maintenance and Management of the server andrelated infrastructure supplied and commissioned by the SI for the application at the DataCenter and Disaster Recovery Center. The business hours in Assam Police will be from 0700hours to 2300 hours from (Mon-Sat). SI will plan these services accordingly. The SI shallprovide the MIS reports for all the devices installed in the Data Center and Disaster RecoveryCenter in format and media as mutually agreed with the Assam Police on a monthly basis.Whenever required by Assam Police, SI should be able to provide additional reports in a prespecifiedformat. The indicative services as part of this support are as below:(a) System Administration, Maintenance & Management Services(b) Application Monitoring Services(c) Network Management Services(d) Backend Services (Mail, messaging, etc)(e) Storage Administration and Management Services(f) IT Security Administration Services and Services for ISO 27001 and ISO 20000compliance(g) Backup and Restore ServicesAs part of the Handholding services to provide Centralized Helpdesk and Support for endusers at each location SI shall provide:1. The service will be provided in the local language of the Assam Police.2. The help desk service that will serve as a single point of contact for all ICT relatedincidents and service requests. The service will provide a Single Point of Contact (SPOC) andalso resolution of incidents. Assam Police requires the SI to provide Help Desk services totrack and route requests for service and to assist end users in answering questions andresolving problems related to the software application, network, Data Center, DisasterRecovery Center, Client side infrastructure, and operating systems at all locations. It becomesthe central collection point for contact and control of the problem, change, and serviceAssam Police Page 186
CCTNS Functional & Technical Specificationsmanagement processes. This includes both incident management and service requestmanagement. SI shall provide sufficient number of lines to contact the Help Desk ensuring allthe call are attended without any wait.3. SI shall provide such type of IT training to the staff of Police that SI remains responsiblefor providing a second level of support for application and technical support at policestations, sub-divisional offices, district headquarters / Commissionerates (if any), rangeoffices, Assam Police headquarters and other locations across the Assam Police where thesoftware, hardware, and other infrastructure will be rolled out. However, this does notabsolve SI from providing first level of support for the aforementioned activities.4. For all the services of Assam Police within the scope of this <strong>RFP</strong>, SI shall provide thefollowing integrated customer support and help.5. Establish 16X6 Help Desk facilities for reporting issues/ problems with the software,hardware and other infrastructure.6. SI shall maintain and support to all client side infrastructure including hardware,networking components, and other peripherals.7. SI shall provide maintenance of Hardware, including preventive, scheduled and predictiveHardware support, as well as repair and / or replacement activity after a problem hasoccurred.8. SI shall track and report observed Mean Time Between Failures (MTBF) for Hardware.9. SI shall provide functional support on the application components to the end users.10. SI shall also provide system administration, maintenance and management services, LANmanagement services, and IT security administration services.As part of the Handholding services to provide software maintenance and support services SIshall provide:1. The Software Maintenance and Support Services shall be provided for all softwareprocured and implemented by the SI. The SI shall render both on-site and off-sitemaintenance and support services to Assam Police to all the designated locations. TheMaintenance and Support Services will cover, all product upgrades, modifications, andenhancements.2. Updates/Upgrades/New releases/New versions/Patches/Bug fixes. The SI will implementfrom time to time the Updates/Upgrades/New releases/New versions/Patches/Bug fixes of theAssam Police Page 187
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RFP REF NO.: SCRB/CCTNS/RFP/82-11 D
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CCTNS Functional & Technical Specif
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7. SCOPE OF WORK SUMMARY & TIMELINE
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8. SCOPE OF SERVICES DURING IMPLEME
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Indicative Hardware Bill of Materia
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