Request for Proposal RFP - tripura state co-operative bank

RFP for TSCB Core Banking ProjectTender #:6.11 DC & DRC Requirements ______________________________________ 986.12 Facilities Management ________________________________________ 986.13 Scope of Services___________________________________________ 100Strictly Confidential Main Document Page 3

List of Annexure: -Annexure 01 – Details of Existing SoftwareAnnexure 02 – List of CBS branchesAnnexure 03 –Technical Scoring ChartAnnexure 04 – Minimum Standards for DCAnnexure 05 – Minimum IT infrastructure SpecificationsAnnexure 06 - Bank Guarantee FormatAnnexure 07 - Service LevelsAnnexure 08 - Conformity with Hardcopy LetterAnnexure 09 - Conformity LetterAnnexure 10 - Letter from Hardware OEMAnnexure 11 – Minimum level 2 Data Centre SpecificationsRFP for TSCB Core Banking ProjectTender #:List of Appendix:-Appendix 1 -Appendix 2 01 -Appendix 2 02 -Appendix 3 Form A 01 -Appendix 3 Form A 02 -Appendix 3 Form A 03 -Appendix 3 Form A 04 -Appendix 3 Form A 05 -Appendix 3 Form A 06 -Appendix 3 Form A 07 -Appendix 3 Form A 08 -Appendix 3 Form A 09 -Appendix 3 Form A 10 -Appendix 3 Form A 11 -Appendix 3 Form B 01 -Appendix 3 Form B 02 -Appendix 4 -Functional RFPSecurity Components & EMS SpecificationCore Banking TechnicalTechnical Offer IndexTechnical Offer Cover LetterConsortium DetailsBid SecurityTechnical Offer DetailsPersonal ScheduleFacilities Management DetailsManufacturer DetailsManufacturer Authorization FormService Centre DetailsQuery FormatCommercial Bid – DetailsTechnical Bid – Bill of MaterialEligibility CriteriaStrictly Confidential Main Document Page 4

RFP for TSCB Core Banking ProjectTender #:1. REQUEST FOR PROPOSAL (RFP) FOR CORE BANKING SOLUTIONS (CBS)The Tripura State Cooperative Bank Limited (TSCB) was established on 21 01-1957 with its headquarters at Agartala. Since its formation it has proved to beflag-bearer among the Cooperative Credit Institutions in the country. It ischanneling Cooperative credit through its member District Cooperative CentralBanks and Primary Agricultural Cooperative Credit Societies to the resource-needyand enterprising farmers in the state. TSCB is a Government partnered Bank.Tripura State Govt. is the major share holder of this bank with more than 56% ofpaid –up share capital. Thanks to the constant support and patronize of StateGovernment the bank occupies a remarkable position in the overall economy ofthe State. TSCB has its full time commitment to rural economy. Already the bankis having the highest CD Ratio in the State.2. OBJECTIVES OF THE BANK• To promote the economic interest of the members of the Bank inaccordance WITH Cooperative Principles;• To serve as a balancing centre for all Co-operative Banks and Societies inthe State of Tripura registered under the Tripura Co-operative Societies Act,1954, as amended from time to time.• To receive money on deposit in Current, Savings, Fixed or other Accountsand to raise or borrow from time to time such sums of money as may berequired for the purposes of the Bank.• To carry on and undertake any business undertaking, transaction operationwhich may be carried on or undertaken by a Bank registered under the TripuraCo- operative Societies’ Act 1954 as amended from time to time.• To grant loans to Co-operative Societies registered under the TripuraCooperative Societies’ Act 1954.• To receive for safe custody securities, ornaments and valuables but beforeundertaking this business the Bank will see that proper safety arrangements aremade for protection of the articles in custody.• To open branches in any part of the State of Tripura, Agencies andRegional Offices, where necessary, with the previous sanction of the Registrar ofCooperative Societies, Tripura.(i) To buy and sell securities of the Government of India or the Governmentof Tripura or other securities specified in clauses (a), (b), (c), (d) and (f) ofSection 20 of the Indian Trust Act for investment of both statutory and otherfunds and to purchase and sell bonds and scrips and other forms ofsecurities on behalf of constituents and depositors.(ii) To buy and sell bonds and scrips and other forms of securities of publicsector/ joint sector units and Mutual Funds for investing surplus fund of theBank.(iii) To buy and sell units issued by the Unit Trust of India as specified inclause (ee) of Section 20 of Indian Trust Act.To grant advances to:-1. individual members,Strictly Confidential Main Document Page 5

RFP for TSCB Core Banking ProjectTender #:2. private, proprietary or partnership firms,3. institutions registered under the Indian Companies’ Act or theSocieties’ Registration Act.4. Co-operative Societies registered in Tripura which are members of this Bank,upon deposit of Government Securities and other securities specified in clauses(a), (b), (c) and (d) of Section 20 of the Indian Trusts Act 11 of 1882 or uponthe pledge of agricultural produce or gold and silver in ornaments or in barsbelonging to them or on hypothecation of any other marketable goods or ofcrops, provided always that in making such loans, advances contemplated bythese Bye-laws, orders and instructions with regard to the making of such loanswhich may from time to time be issued by the Government of Tripura or theRegistrar of Co-operative Societies shall be complied with; and on securities ofland and buildings approved by the Board of Directors.5. To draw, accept, endorse, buy, sell and negotiate inland bills of exchange andother negotiable instruments with or without security or to issue demand draftsand to undertake inland exchange business by collecting bills of exchange orhundies.6. To act as Agents for any Bank or for any Government or public bodies in theUnion of India with the Registrar’s sanction.7. To purchase and take on lease or otherwise acquire lands, buildings andgodowns for the purpose of the business of the Bank or for satisfaction ofdues to the Bank and to utilize by letting them out or otherwise or dispose ofsuch property by sale.8. To establish and support or aid in the establishment and support of fundcalculated to benefit employees of the bank or the dependents of suchpersons.9. To undertake liquidation work of affiliated societies indebted to the bank onconditions laid down by the Registrar of Co-operative Societies with a view tofacilitating recoveries from the affiliated societies.10. To undertake Managing Agency of Co-operative Societies or of the estates ofdebtors and appoint employees and sub agents for such purposes to facilitaterecoveries.11. To lend money to members or non-members upon the security of fixeddeposits.12. To maintain general supervision over and to inspect Central Banks orregistered societies affiliated to or financed by the Bank and to take up themanagement of such of them as may so desire.13. To stand guarantee for any Society registered under the Co-operativeSocieties’ Act or for any individual member or firms and companies in respectof their obligations with the Government or with any other Bank or concern orSociety.14. To subscribe to the share capital or to purchase debentures of theCooperative Institutions, the Industrial Finance Corporation of India, the TripuraFinancial Corporation, the Central and Tripura State WarehousingStrictly Confidential Main Document Page 6

RFP for TSCB Core Banking ProjectTender #:Corporations and the Industrial Refinance Corporation and AgriculturalRefinance Corporation and such other institutions if and when necessary15. Generally to undertake such activities as may be incidental or conducive tothe attainments of the above objects.3. Project Overview3.1 As a part of further modernization of its Banking services ,the Bank isplanning to implement Core Banking Solution in all 47 branches & 9 ExtensionCounters including 1 HO totalling to 57 locations. The Bank, for this purpose,invites Proposals from Prime Vendors for primarily undertaking inter-alia thefollowing activities for the Bank in respect of Banking Solutions:-Implement a Core Banking Solution including Retail, Corporate and otherApplications namely• Core Banking Solution including KCC, Micro-Finance• Share Management solution• Loan processing, corporate GL, fixed asset management and salary processing• Advances, Deposits, Locker, General Ledger,• Collection/Payment Services• AML, ALM & Transfer Pricing customized solution under CBS• Comprehensive Financial Inclusion module including standard external interface• Closing related :-a. P & L initializationb. Balance Sheet3.2 Maintain Data Centre as is suggested by the Bank in the hosted location basedout of Kolkata. The hosted DC should be level 3 complaint.3.3 Design and build complete network connecting the 57 locations consisting ofbranches and Head Offices across the eight districts of Tripura with the datacentre, data recovery centre, help desk, Technical help desk, NOC and ProjectManagement Office (PMO). Bank has all it’s branches across the State ofTripura - India. The network should also be capable of integrating with thirdparty networks like ATM, financial inclusion service provider and others,thereby ensuring security and confidentiality of data.3.4 Provide Facilities Management Services to the Bank for the identified locationsincluding complete roll out of 57 branches including one HO4. EligibilityThe Bank will follow a 3-stage evaluation and selection process. These stagesare :-4.1 Eligibility Bid Evaluation4.2 Technical Bid Evaluation4.3 Commercial Bid EvaluationStrictly Confidential Main Document Page 7

RFP for TSCB Core Banking ProjectTender #:5. RFP AVAILABILITY:-5.1 The RFP document can be obtained from:The Managing DirectorThe Tripura State Co-Operative Bank Ltd.Amulya Market Agartala.Tripura .Pin-799001On any working day from during office hours to. The RFP can be obtained at acost of Rs. 10,000/- ( Ten Thousand ). The payment has to be made by ademand draft from a scheduled public sector bank and should be favouringTripura State Co-operative Bank Ltd. payable at Agartala. The original RFP (anyany further addendums) needs to be signed and stamped by the SystemIntegrator / Prime Bidder and has to be submitted along with the Eligibilityproposal.ORtscbank.nic.inThe bidders who will participate thereby downloading the RFP document from theinternet, such bidders are expected to furnish the bid amount of Rs. 10,000/= ina sealed envelope mentioned as ‘bid value’ to the Bank. This envelope needs tobe included in the tender submission document.5.2 The bid security should be provided by the Vendors for INR 20,00,000/- (INRtwenty lakhs only) in form of a Financial Bank Guarantee or a Demand Draft or aPay Order. The draft/pay order should be drawn in favour of “Tripura State CooperativeBank Ltd.”, payable at Agartala. The Financial Bank Guaranteeshould be valid upto 18/07/2013 renewable thereafter, if needed and issued by apublic Sector Bank Or any other scheduled Bank with prior permission of theBank. The guarantee should have a claim period of further 3 months after expiryof its validity,5.3 The schedule for the tendering process is:ParticularsDeadlineDate of Issue of RFP 30/05/2012Last date of requesting anyclarifications06/06/2012Date of Pre Bid Conference 08/06/2012Last date for issuance of RFP 02/07/2012Last date of submission of theEligibility, Technical andCommercial bid02/07/2012Strictly Confidential Main Document Page 8

RFP for TSCB Core Banking ProjectTender #:AddresscommunicationforTHE MANAGING DIRECTORTripura State Co-Operative Bank Ltd.Amulya Market Agartala. Tripura .Pin-799001Tel–0381-232-3929/2339Fax No. 0381-232-3144Email – tripurascbltd@gmail.com ortripurastatecoopertivebank@rediffmail.com6. There will be a meeting with all the Vendors, who have obtained this tender at thetime specified above to address any queries in connection with the tenderdocument. It is essential that all clarifications/queries be submitted to thecommunication address as specified above, before the date of meeting.7. The Bank reserves the right to accept or reject in part or full any or all the offerswithout assigning any reasons whatsoever.8. The RFP, response to the RFP and its subsequent evaluation is not a contract. Theprovisions of the contract shall become binding to both the parties when Bank willenter into an exclusive contract separately with the final selected bidder.9. Technical Specifications, Terms and Conditions and various formats and proformafor submitting the tender offer are described in the tender document, Appendicesand its Annexure.9. Eligibility CriteriaThe eligibility criteria for the consortium would be as followsPrime Vendor Strength• The prime vendor should have a minimum gross turnover of INR 100 crores per annum forthe last three financial years as per the prime vendor’s audited balance sheet for the lastthree financial years.• The prime vendor should be in business for the last 5 years• The prime vendor should have at least any one of the following accreditations i.e. SEI CMMLevel 5, SAS 70, ISO 9001:2000,.• The Prime vendor should have project managed at least one core banking solutionimplementation in India during last 5 years.• A company or consortium - having due authorization of manufacturer(s) and beingotherwise qualified will be eligible to bid. Specifically, the Lead bidder should belegally and technically capable of customizing the core banking software as perbank’s needs.Core Banking Capability• The suggested Core banking Solution with key modules like Retail & Corporate should belive in at least ONE State / District Co-operative bank or One Public sector bank inIndia.• The suggested Core Banking Solution with key modules like Retail & Corporate,should have been successfully implemented and currently live in at least 45 branchesof a single Bank (One Centralized Server system for all the branches) in India.Strictly Confidential Main Document Page 9

RFP for TSCB Core Banking ProjectTender #:• The Prime vendor or the Application vendor must have implemented thesuggested core banking system in at least one bank in comprising of 45branches in India.Network, Data Centre and Facilities Management CapabilityThe Prime Vendor should have experience as a Prime Vendor in at-least three ofthe following areas :• Network implementation and Core banking hardware implementation for aminimum of 45 locations of one Bank in India.• Managed any one Bank’s hardware and network infrastructure for coreBanking including the overall network management in a Data Centre Managingthe environmental aspect of a data centre operations like BMS, Security,power, cooling, alarm system in a DC in India.• Facility Management for the maintenance of Centralised Banking Application,branch hardware in at least 45 branches of a bank in IndiaThe prime vendor is expected to provide documentary proof for each of the abovecriteria by way of client letters, third party certificates, client contracts andcorporate registration documents as applicable to indisputably and factually provetheir eligibility for this bid.12. A broad overview of the overall model is provided below:Sl.NoComponent Purchase Model of the Bank(Operational expenditure or Capitalexpenditure)1 DC Space and environment Operational Expenditure3 DC servers Capital expenditure4 DR servers Capital expenditure5 DC routers and switches Capital expenditure6 DR routers and switches Capital expenditure7 DC security Capital expenditure8 DR security Capital expenditure9 EMS and NMS Operational expenditure11 Technology help desk * This will be out of Bank premises.Capital expenditure12 Application help desk * This will be out of Bank premise13 NMS & Network OperationCentre14 Branch NetworkcomponentsCapital ExpenditureThis will be out of Bank premises.Operational expenditureOperational expenditureStrictly Confidential Main Document Page 10

15 Branch peripherals Capital expenditure16 Software licenses Capital expenditureRFP for TSCB Core Banking ProjectTender #:17 Bandwidth rates For VSAT and MPLS bandwidth modes ofconnectivity, vendor to propose and scopeaccordingly, MPLS bandwidth to be availedfrom BSNL.Operational expenditureNoteThe Operational expenditure model refers to Operating Expenditure, wherein theexpense will be leased, over a definitive time period and staggered. The Capitalexpenditure model refers to ‘Capital Expenditure’, wherein the expense will be onan immediate basis, the item will be purchased and then post sales service will beavailed.For all operational expenditure items the bank will sign any leasing agreements ifrequired only with the prime bidder and the prime bidder needs to factor legal andoperational implications and costs pertaining to this in this bid itself.10. Tripura State Cooperative Banks VisionThe Bank has outlined ambitious visions for their strategic objectives. This vision isto become competitive banking organizations while improving their prime positionin niche areas through qualitative and quantitative growth with generation ofsurplus in an environment of growing professional and technological competence.The major performance and quantitative parameters are:TABLE # 1Business Growth of the BankFinancial YearTurnover in lacs INR2009 – 10 94043.882010 – 11 115668.462011 – 12 151203.38TotalThe total Customer base of the bank is 5.25 Lakhs.TABLE # 2Future Business Plans of the TSCB ( Rs. In lacs )Business/Year 2009-10 2010-11 2011-12Deposits 75978.24 90440.64 115563.38Advances 18065.64 25227.82 35640.00Total 94043.88 115668.46 151203.38Strictly Confidential Main Document Page 11

RFP for TSCB Core Banking ProjectTender #:Organization structure of the BankThe Tripura State Co-operative Bank has a three tier operationalorganisation structure as shown below:HEAD OFFICEDISTRICT OFFICEBRANCH1.5.2 Category of BranchesTable # 3BusinessBranchesCategory of BranchesGrade A Grade B Grade C Grade D Grade EDeposits 3 NIL 16 22 6Advances1.5.3 Level of ComputerizationTable # 4Number of TBA/PBA Branches (Data as provided by the Bank’s team –Please verify)Type of BranchTotal Branch Automation 45PartialBranchAutomation 2PartialExtensionCounters & HO 9Manual Extension counter 1Total 57TSCBStrictly Confidential Main Document Page 12

RFP for TSCB Core Banking ProjectTender #:1.5.4 Distribution of branches & tentative Transactions per day.Table # 5Sl. No.BranchWest District1 Agartala 13102 Battala 6703 Battala Evening 1604 M.G. Bazar 3305 Secretariat 3506 Durgachowmohani 2207 Lakechowmohani 1308 G.B. Bazar 1409 Khayerpur 32010 Champaknagar 35011 Teliamura 31012 Khowai 136013 Mohanpur 32014 Takarjala 7015 Jampaijala 13016 M.B. Tila 25017 Bikramnagar 14018 Bishalgarh 40019 Charilam 31020 Melaghar 42021 Sonamura 30022 Kathalia 4023 Gorkhabasti Extn.24 Capital Complex25 Khumulwing 13026 Tulashikhar Ext. 32027 Padmabil Ext. 380Dhalai District1 Kamalpur 2502 Ambassa 5203 Chailengta 4004 Chowmanu Branch 6505 Jawaharnagar Extn. 1126 Gandachara 200Avg. No. Txn. PerdayStrictly Confidential Main Document Page 13

RFP for TSCB Core Banking ProjectTender #:South Tripura1 Udaipur 840Udaipur‐DM Office2 Amarpur 6503 Karbook 2804 Killa 1405 Salgarah 806 Belonia 5507 Santirbazar 1908 Hrishyamukh 2409 Baikhora 28010 Manubazar 29011 Sabroom 15012 Nutanbazar 12013 Mirza Ext. Counter 10014 Kalachara 4015 Nalua 20North Tripura1 Dharmanagar 2602 Kailashahar 8703 Gournagar4 Panisagar 5505 Machmara 5906 Pechartal Ext. 1607 Kumarghat 600Head OfficeTotal 57 179921.5.5. Products offeredTable # 6 (Indicative)TSCB Deposit and Advance productsDepositsSavings Bank Deposit ( Ind./Society/Govt.Salary/No-Frill/Autonomous & Undertakingsetc )Current Bank Deposit (Ind./Society/Govt./SwabalambanSociety(TSSPS)/Autonomous& Undertakings etc )Micro Savings DepositRecurring DepositFixed Deposit ( Individual/Society/Govt/Autonomous &Undertakings )AdvancesST Loan (Ind/Soc)KCC (Ind/Soc)MT Loan (Agri/Non Agri Credit)LT Loan ( Rubber Project)Cash CreditStrictly Confidential Main Document Page 14

RFP for TSCB Core Banking ProjectTender #:Re Investment PlanRe Investment PlanCash CertificateMonthly Income linkedFixed DepositSecurity Deposit (Fixed/MSS Security/Locker)Bankers Cheque AccountVariable GPF A/cOther Deposit A/c ( GiftCheque/Cash Credit Cr.Balance/Deposit at Call/KeyDeposit/StaffBalance of Coop. SaralRin/Special Deposit)Over DraftTerm Loan (Transport/Small Business/BrickKiln/Housing/Industries/Car/Education & Others)IRDPBlock LoanInstalment LoanST/SC CorporationFFDAPMEGP/SGSY/KVIC/Swabalamban/TSSPS(SHG)Security/Cr. Bill DiscountStaff LoanMicro CreditFestival Loan to Govt. EmployeesMini Diary (Agri-allied) & other Agri AlliedCooperative Bank Saral Rin&Volume of Transactions1.7.1 Volumes by PhasesThe details of number of business transactions per day by phase and year arementioned below in Table # 8 and the number of accounts by each phase ismentioned in Table # 9. The figures given below are absolute figures by each yearand not increase over the previous year figures. This does not include batch jobslike interest accruals etc. The transactions include number of debits and credits,enquiry transactions expected over the next 5 years. This data needs to be used bythe Vendor to size the entire solution.Estimated Average percentage of transactions through:• Branch: 100%• Enquiry Transactions, any future delivery channels and a buffer of 30% of total.Currently, the Bank have envisaged the number of transactions as mentionedbelow, based on current requirements. The Bank, in the future may requireadditional volume of transaction to be managed by the solution and the samesolution should be scalable without any obsolescence risk. The Bank and the Vendorshall negotiate the additional requirement at such time.The vendor has to size the hardware to support the total cumulative transactions ofthe Bank, for the tenure of the contract.Strictly Confidential Main Document Page 15

RFP for TSCB Core Banking ProjectTender #:TSCB’s year wise number of transactions scalability across Five Years.(daily)growthrate assumed?Table # 7Year 1 Year Year Year YearPhase2345Pilot 3170 3646 4193 4822 5546Phase 1 7411 8523 9802 11272 12962Phase 2 7419 8523 9802 11272 12962Total 18000 20692 23797 27366 314701.7.2Number of Accounts by phase:Table # 8Tripura State Co-operative Bank phase-wise and year-wise number ofaccounts scalability ( 15 % YoY Growth)Phase Year 1 Year 2 Year 3 Year 4 Year 5Pilot 77070 88630 101925 117213 134796PhaseIPhase2Phase397096 111660 128410 147670 169821123566 142101 163416 187928 216118152268 175108 201354 231580 266317Total 450000 517500 595125 684393 787052Information Technology Initiatives1.8.1 Existing IT infrastructure & level of computerization The Bank hasinitiated branch automation in all most all of their branches (as on30-April-2012) :-Viz Total Branch Automation and Partial Branch AutomationTable # 10Total Branch Automation -TBABankTSCBNo. of Branches & HO 57No. Of TBA Branches 45No. Of PBA Branches 2Ext. Counter & Ho 9Manual Ext. Counter 1Application Name Winbanker 3.0VendorVirmatiPlatformSQL 2000,Visual basic, D-base PlusStrictly Confidential Main Document Page 16

RFP for TSCB Core Banking ProjectTender #:Project DetailsProject OverviewTo achieve the Banks business objectives and long term goals including attaininghigher levels of operational efficiency, growth in business and improvingprofitability, the Bank intends to implement new technology solutions that wouldsupport all the current and future needs of the Bank and their customers.Project ObjectiveThe Bank wish to implement a Core Banking Solution suite for their 57 branchesincluding 1 Head Office. The Bank may also implement CBS in any new branchesopened during the next few years. Considering these facts the proposed CBS shouldbe scalable to handle 100 branches.Project ScopeA brief description of the envisaged scope is enumerated as under. The detailedrequirements on each of the area mentioned below are available in Section 6 of thisdocument. However, the Bank reserves its right to change the scope of the RFPconsidering the size and variety of the requirements and the changing businessconditions.Based on the contents of the RFP, the System Integrator (SI) shall be required toindependently arrive at a solution, which is suitable for the Bank, after taking intoconsideration the effort estimated for implementation of the same and the resourceand the equipment requirements. The Bank expressly stipulates the SystemIntegrator’s (SI) selection under this RFP is on the express understanding that thisRFP contains only the principal provisions for the entire assignment and thatdelivery of the deliverables and the services in connection therewith are only a partof the assignment. The SI shall be required to undertake to perform all such tasks,render requisite services and make available such resources as may be required forthe successful completion of the entire assignment at no additional cost to theBank.Considering the enormity of the assignment and the envisaged relationship with theSI, any service, which forms a part of facilities management that is not explicitlymentioned in this RFP as excluded would form part of this RFP, and the SI isexpected o provide the same at no additional costs to the Bank.2.3.1 Deployment of a CBS (“CBS”)2.3.1.1 Implement a centralized CBS at the identified locations listed in Annexure 02with the functionalities as listed in Appendix 1. However, considering thechanges in requirements of business, the functional requirements of theCBS branches selected for Pilot and future roll out may undergo a change.The Core Banking suite of solutions would include Retail, Corporate, TradeFinance and other Applications namely• Core Banking Solution including KCC, Micro Finance• Collection/Payment Services• Corporate General Ledger• Credit appraisal facility / Retail loan origination facility for RuralStrictly Confidential Main Document Page 17

RFP for TSCB Core Banking ProjectTender #:Agricultural and SME financing Asset Liability Management, AMLreports• Transfer pricing solution Government business Locker system IBR & DDRfacility• Shares2.3.1.2 The Centralised CBS would need to technologically enable all Bankingfunctionalities / products like Deposits, Advances, Retail / Corporate Loans,Credit Monitoring / NPA management, Clearing functions at service branchesand other branches, Term Lending, Customer Information System, GeneralLedger, MIS and reports, etc. as mentioned in Appendix 1. The Core bankingsystem should support a 24x7 processing environment.2.3.1.3 The Bank expects the SI to take up the responsibility of implementing theproposed solution at all 57 locations including the Pilot branchesimplementation.2.3.1.4 Interface the Centralised CBS to proposed third party applications under thistender. The solution must be interface able to delivery channels (like ATMNetwork, Internet Banking, mobile Banking, SMS Banking and other deliverychannel).2.3.1.5 Implement an Application Help Desk and Technology Help Desk (for min. of 6Agents) for the Bank in Agartala, Head Office. The Bank has identified anadditional space of 500 sq. Ft for the Application and Technology help desk.The Application Help desk and the Technology Help Desk would be build andmaintained by the selected vendor with cubicle for workstation spaceincluding all relevant infrastructure required for the proper functioning of theHelp Desk. The vendor to factor for all furniture’s, fixtures & fittings (includingair-conditioning etc) for the same. The detailed lay-out plan will be finalisedbetween Bank and the selected vendor. This help-desk will support thebranches for application related and hardware related issues, including issuesrelated to Network and connectivity. The vendor shall also provide managedservices from his own Technology Help Desk, vis a vis EMS, NOC, ServerManagement etc.The selected Vendor must also factor the price and deliver, configure, setupand manage the items as is needed for the Project Management Officeincluded in the above 500 sq ft for a minimum of 20 persons of the Bank’steam. This should include Desktops, printers, UPS, the structured LAN cablingfor the PMO office. Connectivity of the PMO and helpdesks to the DC and DRwill be through HO connectivity.2.3.1.6 Enable the introduction of new products by building interfaces where requiredwith third party applications. For detailed requirements on the new productsrefer to Section 6.2.3.1.7 The core banking and other 3rd party applications will have to be configured bythe selected vendor.2.3.2 Data Migration2.3.2.1 Entire data pertaining to live accounts (for all branches as of the cut-offdate) for all accounts like savings, current, term deposits, recurringdeposits, loans and advances, etc.and general ledger balances should bemigrated to the proposed solution for all the branches being converted toStrictly Confidential Main Document Page 18

RFP for TSCB Core Banking ProjectTender #:CBS as of the implementation date.2.3.2.2 Migrate all outstanding entries as of the implementation date from thelegacy system and manual branches to the new CBS Application for theidentified general ledger and profit and loss heads for future reconciliationfor the TBA and PBA branches as of the identified date.2.3.2.3 For branches which are partially computerised, the Bank is converting themanual data into electronic format, SI will have to not only update thelegacy system master data but also the electronically convert master datainto CBS apart from taking data as of the cut-off date.2.3.2.4 The vendor is expected to conduct the above data migration activities for alllegacy software of the bank over and above what may be mentioned in theRFP2.3.3 The SI needs to provide a test environment for 25 concurrent users. The SIneeds to provide separate test environments for CBS and otherapplications being a part of the solution to be provided by the SI.2.3.4 The SI needs to develop and provide automated Audit Tools for the Banksinternal and concurrent auditors for auditing all the components of thesolution provided.2.3.5 Provide training to the Banks management, end users in 57 locations,auditors and information technology users on all the above products(including the migration tool). The SI also needs to provide training toBank personnel on training end users on the Applications for the purpose ofrollout of the Application.2.3.6 Implement the required software as needed at the desktops to run theproposed core Banking solution and its interfaces. The SI will ensure thatthe Banks functions continue to operate through upgrades and newreleases of software. The SI will further ensure minimum interruptionduring upgrades to the software.2.3.7 The SI is expected to customise all gaps observed in the Functional RFP,Product Demonstrations, Core Team and End User Training, UAT andimplementation phase during the Pilot for all the above solutions. The costof customisation should be included in the price bid. The SI also needs toprovide all statutory reports as required by the regulatory institutions. TheBanks will not pay any additional customisation costs either for gapsobserved for the above and/or statutory reports as required by the Bank.2.3.9 Network and Security DeploymentBank intends to implement a VSAT and leased line based Wide AreaNetwork (WAN). The Vendor shall be responsible to design, size, installcommission and maintain the WAN based on the business volumes. Thedeployment of the network links should be in line with the branch/officerollout plan. The Branches will directly be on leased line/RF as the primaryconnection based on the location feasibility report shared by BSNL andVSAT as the secondary connection and wherever Leased line is not feasible,VSAT would be treated as the only link.The activities are -Strictly Confidential Main Document Page 19

RFP for TSCB Core Banking ProjectTender #:2.3.9.1 Deploy the WAN network for the Bank.2.3.9.1.2 Bank wishes to have MPLS links from BSNL. The vendor is expected todetermine the feasibility of locations for MPLS connectivity based upon areport by BSNL. The branch list as per Annexure 02 needs to be shared withBSNL, Agartala. The vendor is expected to submit this signed BSNLfeasibility report as part of the Technical bid and base the network planningon the same.Also, the vendors need to take bandwidth rates from BSNL andquote, and provide an official confirmation of such rates from BSNL as partof the Commercial Bid. This BSNL letter should also confirm that the level ofsupport should be gold support for all links from BSNL. All vendors areexpected to quote for MPLS connectivity only as per the BSNL report. Theback up in all the MPLS branches is expected to be VSAT.2.3.9.2 Deploy point to point Leased Line between DC (Kolkata) and DRC(Agartala).The primary link should be from service provider 1 and secondary link fromthe service provider 2 for each of the locations.2.3.9.3 Deploy two links between DC and Service Provider’s MPLS VPN Network,Primary link from one service provider 1 and secondary link from serviceprovider 2.2.3.9.4 Deploy two links as last mile between MPLS clud and DC, DRC from 2separate service providers. The link should of equal capacity across DC andDRC.2.3.9.5 Deploy MPLS VPN network for all the branches & Head Office of the Bankincluding the extension counters to connect to DC and DRC through MPLSNetwork.2.3.9.6 The connectivity between the technical and application Help Desk and the datacentre would be through the replication link between the DC and DRC withredundency in the connectivity and at the switch and port level.2.3.9.7 Deploy MPLS VPN network for all the branches to connect to DC and DRC.Based on the Leased Line feasibility as per BSNL’s report, the Branchesshould be connected to the MPLS VPN network using fiber or coper as thelast mile-2.3.9.8.1 MPLS backed by VSAT for the remaining branch locations.2.3.9.9.3 Finally if MPLS is not feasible, VSAT should be used for the primaryconnectivity; and at later stage if the LL is made feasibile, LL should be usedas a primary mode of connectvity backed up by VSAT Network.2.3.9.9.4 Those locations which are having VSAT as a primary mode of connectvity,there should be a common bandwidth pool. The service providers VSAT hublocation should be connected to DC (primary) using one Leased line Link onefrom the service provider.2.3.9.9.5 There should be end to end IP Sec Encryption. The IP Sec should beconfigured on Branch, , DC and DRC Routers. The data should traverseover the WAN Network through IP Sec Tunnel. IPSec should be coniguredand operational across all branches irrecpective of LL or VSAT.2.3.9.10 Vendor to size bandwidth of entire WAN network, that includesStrictly Confidential Main Document Page 20

RFP for TSCB Core Banking ProjectTender #:• Link between DC and DRC• Link between MPLS cloud to DC and DRC,• Link between Branches and MPLS VPN cloud.• Link between Zonal Offices to MPLS VPN Network• Link between VSAT Hub location to DC and DRC from two seperate SP’s• The shared pool bandwidth (for VSAT shared locations).2.3.9.11 Bank Wide Corporate Network (“BWCN”)2.3.9.11.1 SI is expected to size, supply, implement & maintain the Wide Area Network(WAN) and security devices for the Bank DC and DRC, head offices andBranches. The Bank intends to network all the branches along with DC,DRC, HO and other offices in a phased manner.2.3.9.11.2 The Bank expect the Vendor to liaise with MPLS VPN and VSAT serviceprovider’s authorities for the necessary license providing wide area networkacross India. The Vendor is also expected to design and implement the IPaddressing scheme for the Bank and liaise with the service providers toobtain the necessary equipment, links and all necessary permissions.2.3.9.11.3 The BWCN should have the capability of handling Data, Video and Voice.2.3.9.11.4 The BWCN should ensure high availability and reliability, should be scalableand flexible to accommodate any business and operational changes infuture.2.3.9.11.5 IT Infrastructure including Servers, Storage, WAN infrastructure includingNetwork and Security devices, should be monitored from the managedNetwork Operating Centre of the service provider. Vendor should monitorthe Servers, Storage, Network and Security devices at DC, DRC andBranches, Head office including devices hosted at Data Centre and DisasterRecovery Centre from Service Providers NOC. The vendor should submitavailability and performance report on 5 th of every month and the sameneeds to be reviewed by bank and Vendor within next two working days.2.3.9.11.6 Provide training to the Bank information technology users onimplementation and management of the BWCN.2.3.9.11.7 All the network equipment, components and hardware proposed as part ofthis tender should be rack mounted.2.3.9.11.8 The Vendor is expected to size and provide racks and structured cabling forrouters and other equipments which they would be supplying as a part oftender at Data Hosting Centre and DRC.2.3.9.11.9 SI to ensure the data hosting setup requirements are mentioned along withthe details of components and activities involved at DC and DRC.2.3.9.11.10 All the proposed network and security equipments in the DC and DRC shouldbe rack mountable and sliding for easy maintenance activities.2.3.9.11.11 The racks should be sized accordingly and calculated for the quantity to beproposed as part of this solution. Each rack should have dual power stripswith adequate 15A/5A power input sockets. Each power strip should beconnected to separate UPS output. All proposed racks should be perforatedracks with air flow from the front of the rack.2.3.9.11.12 The Colocated Data Centre should be of Data Centre level 3 standards. Theminimum specifications of the Hosted Data Centre is in Annexure 4.Thevendor is expected to provide a certificate from a third party asserting thatStrictly Confidential Main Document Page 21

RFP for TSCB Core Banking ProjectTender #:the build Data Centre is certified at level 3 standards.2.3.9.10.13 The SI is expected to provide the Bandwidth considering the solutions thatwill be implemented, network components in branches and requisite buffer.2.3.9.10.14 The SI is expected to have complete responsibility of the Network and will beresponsible for uptime and other related service levels as is in Annexure 09.The vendor will liaise with BSNL for expediting LL connectivity in nonfeasiblelocations.2.3.9.10.15 The SI is expected to deploy the Bank network in the following priority-1) MPLS Backed by VSAT where MPLS is feasible.2) Other branches. In case where in MPLS mode of connectivity isnot available/ feasible, VSAT should be used as a mode ofconnectivity2.3.9.10.16 Branches on MPLS VPN Network - The Antivirus, Patch management, EMSpolling distribution servers should be located at the Data Centre. For anyAntivirus updation, Patch updation, distribution of systems and userspolicies, security and procedures across the entire network of CBS centrallyEMS polling traffic at branches, should take update from the distributionservers located at DC and DRC. All such activities should be done in the offpeak hours.2.3.9.10.17 Branches on MPLS VPN Network - CBS traffic will directly flow from branchesto DC and DRC using MPLS Cloud.2.3.9.10.18 Branches on VSAT Network – For any Antivirus updation, Patch updation,and EMS polling traffic at branches, will take update from the Serverslocated at DC and DRC.2.3.9.10.18 The Vendor is required to provide the Network Schematic, NetworkArchitecture of the proposed solution for connectivity. The Vendor shallsubmit the Network Plan along with the technical proposal as per theirproposed solution. The Vendor is required to arrange for acquisition ofleased lines as per the network plan approved by the Bank. The Vendor isalso required to do all the necessary co-ordination with regulatory agency orservice provider etc.2.3.10 Network and Security HardwareTo provide the well Secured IT infrastructure at DC and DRC. The servershoused at the data Center & disaster recovery site should not be accesseddirectly from any network. It should be designed in such a way that the databeing accessed from any location at the DC and DRC should pass throughthe firewall & IPS systems and other security devices.2.3.10.1 To size network and security devices considering the applications that will beaccessed from the branches and other Bank locations. The Network andSecurity Devices sized for DC and DRC should be redundant & scalable. Allthe components within the Network and Security devices should be hotswappable and should incur no downtime due to component failure. All theproposed active network components should be from same OEM (Originalequipment manufacturer)2.3.10.2 All the Core Network and Security devices suggested for DC and DRC shouldStrictly Confidential Main Document Page 22

RFP for TSCB Core Banking ProjectTender #:have dual power supplies. The power input to the power supplies will befrom separate UPS. In case of failure of one power supply, the second powersupply should be able to take the full load without causing any interruptionin services.2.3.10.3 The CPU and Memory utilization of the network and security devices shouldnot exceed 70%, and bandwidth utilization at DC and DRC, District Offices,and HO should not exceed 80% at any given point of time.2.3.11 Deployment of Network & Security Solution at Data Centre (“DC”) &Disaster Recover Centre (“DRC”)2.3.11.1 Design, size, supply, implement & maintain the Network & Security solutionat DC & DRC. The SI has to configure the network for 57 locations. The SI isrequired to take up the management of the network including FacilityManagement consisting of the CBS branches & other offices.2.3.11.2 The proposed Network & Security solution should comply with standards, theBanks security policy as approved by the board, IT Act 2000 andNABARD/State Government Guidelines/Co-operative act. The Bank will sharetheir security policies with the selected SI as available at the time of projectcommencement. The SI should make sure that the solutions being providedare complying with the Security Policies of the Bank, regulatory compliancesand the Industry’s leading practices.2.3.11.3 The proposed solution should ensure high availability and reliability, shouldbe scalable and flexible to accommodate any business and operationalchanges in future.2.3.11.4 Provide an Enterprise Management Solution (“EMS”) –encompassing theproducts proposed as a part of this tender and other existing/proposedtechnology infrastructure of the Bank.2.3.11.5 Provide training to the Banks information technology users onimplementation and management of the Security solution.2.3.11.6 All the equipments/components and hardware should be rack optimized atthe DC & DRC.2.3.11.7 The SI is expected to size and provide racks for all the equipments proposedas a part of this RFP. The racks should be provided with Industrial Powerprotection switches.2.3.11.8 Provide an Antivirus solution for the Bank the licenses should be included forthe DC and DR servers and the branch desktops hardware.2.3.12 Data Centre (“DC”)2.3.12.1 The SI is expected to Co-locate the Data Centre preferably in Kolkata. TheSI is expected to implement the servers at the Data Centre, of 250 sq. Ft.The vendor should also have his resources ( 5 for Application Help Desk and4 for Technology Help Desk ) and needs to factor such costs separately.The table below shows how exactly the technology components are expectedto be structuredStrictly Confidential Main Document Page 23

RFP for TSCB Core Banking ProjectTender #:TABLE # 12ItemABCDEFComponentCBS Application instanceThird Party applications instanceCBS Database instanceThird party application Database instanceServer platforms for above componentsSAN Storage for above componentsEach of the environments of the solution like CBS Application and Databaseshould be hosted on independent instance of Operating System andseparate server hardware. The other third party applications and therelevant Database environments could be hosted in the same serverhardware with independent instances of OS but dedicated systemresources.2.3.12.2 The SI to ensure adequate power is available for all the components thatare being proposed for DC.2.3.12.3 The SI to ensure that all communication links are terminated at the servercage area.2.3.12.2.1 Certified structured LAN Cabling of the racks and seating space.2.3.12.2.2 Provide adequate environmental and physical security and controls, in linewith the Bank security policy, for the DC.2.3.12.2.3 Ensure availability, security and environmental controls as per Level 3standards.2.3.12.3 Maintenance of the proposed architecture in the DC.2.3.12.4 Provide training to the Banks Information Technology users on managingthe DC and the DRC.2.3.12.5 All the proposed equipments in the DC and DRC should be rack optimizedfor easy maintenance activities.2.3.12.6 Racks should be sized accordingly and calculated for the quantity to beproposed as part of this solution. Each rack should have dual power stripswith adequate power input sockets. Each power strip should be connectedto separate UPS output. All proposed racks should be perforated racks toensure proper air flow within and outside the rack.2.3.13 Disaster Recovery Centre (“DRC”)2.3.13.1 The Bank would use a space in the Tripura State Data Centre ( SDC ),Agartala.The vendor is expected to connect the leased line setup to the DRC andthe servers in the identified DRC space. The DRC will have 100 sq feet offree space to host the banks infrastructure at the DRC and office space toseat 2 banks personnel.Strictly Confidential Main Document Page 24

RFP for TSCB Core Banking ProjectTender #:2.3.13.2 The SI should perform DR drill as part of acceptance test of DR. The DRdrill should be carried out every six months by the SI to test thefunctionality of DR on the dates mutually agreeable by both the parties.2.3.14 CBS Hardware2.3.14.1 The SI should size for adequate hardware based on the transactionvolumes for the Core Banking Application & Database. The CentralisedBanking Application & Database should be sized for individual Active-Passive cluster solutions at DC & Active-Passive cluster at the DRC.2.3.14.2 The hardware sized for all the Applications should be redundant & scalable(horizontally and vertically . All the components within the server should behot swappable and should incur no downtime due to component failure.The Hardware sized for all the Data Base should be redundant & scalablevertically. The components within the server should be hot swappable(power Supply, system board, processor etc.) on the fly and should notincur any downtime due to component failure in the proposed server.2.3.14.3 The Hardware should be sized initially for 57 locations but should bescalable to support up to at least 100 locations.2.3.14.4 Separate adequately sized hardware should be quoted for test &development, migration and training servers. Separate hardware should bequoted for migration servers.2.3.14.5 All the servers suggested should have redundant power supplies. Thepower input to the power supplies should be from separate UPS. In case offailure of one power supply, the second power supply should be able totake the full load without causing any interruption in services.2.3.14.6 All servers should have a redundant 10/100/1000 Mbps network interfaceand other Host based adapter cards (NIC and HBA) installed on differentslots. Each NIC/HBA should be cabled from a different module on theswitch using gigabit speed cabling.2.3.14.7 The hardware proposed for the solution as part of this RFP should notexceed 70% of CPU(s), memory(s), hard disk(s) & NIC(s) utilisation levelsat any given point in time within the operational window of the Bank.Adequate weekly report from the EMS tool needs to be furnishedsubstantiating the same. The interval of utilization reporting should beevery 1 hour. In case the above requirement is not met, the vendor wouldbe adequately responsible to comply at no additional cost to the bank.2.3.14.8 The vendor will have to size the SAN storage capacity based on thenumbers of accounts both at DC and DR. The SAN storage utilizationshould not exceed 70%. In case the above requirement is not met, theadditional hardware would have to be provided by the Vendor at no furthercost to the Bank. If the individual solutions suggested by the SIsnecessitate additional capacity, then the SI would need to provideaccordingly to meet the RFP and SLA requirements. Replication betweenDC & DRC should be Storage-to-Storage based replication with automaticrole reversal.2.3.14.9 For sizing purposes, empirical third party reports / evidence would berequired in the form of benchmarks on that class of hardware with thesuggested processors for the proposed core banking solution to accept thehardware sizing calculations.Strictly Confidential Main Document Page 25

RFP for TSCB Core Banking ProjectTender #:in the Help Desk.Strictly Confidential Main Document Page 27

RFP for TSCB Core Banking ProjectTender #:2.4 Project Timelines2.4.1` Pilot ImplementationThe Pilot implementation would include the following 7 branches. The details of theconcurrent computer users is mentioned. The Pilot Branches contains mix ofManual, partial and TBA type of branches which have been selected for the Pilotimplementation of the CBS including the trade finance module:Table # 14Sr.No.Branch Name Concurrent Users perBranch1 Agartala 102 Pecharthal 33 Dharmanagar 74 Udaipur 55 Amarpur 56 Billonia 77 Ambassa 58 Durgachowmohani 4For further details about the above branch please refer to Annexure 02. The Pilotimplementation should also cover, apart from the above,2.4.2 Interface Building:All interfaces as mentioned in Annexure 03 should be developed and successfullyimplemented by the end of the Pilot implementation Phase.2.4.3 Testing:For the Pilot implementation phase to be complete all the testing including“Computer Room Pilot” and “User Acceptance Testing” should be completed. It willbe the SI’s responsibility to create the testing environment for the Banksemployees to do the testing and the SI will be required to assist the Bank in theentire testing phase. The testing environment should at all times support 50concurrent users. The SI needs to provide separate test environment for CBS andother applications being a part of the solution to be provided by the SI.2.4.4 Facilities Management:2.4.4.1 Help Desk – The application and technology Help Desks should be fully functionalfrom the day the first Pilot branch is successfully implemented.2.4.4.2 The Bank expects every new branch / office being migrated to the centralised-Banking solution to be able to utilize the services of both the Help Desks fromday one of go live.2.4.5 Roll Out PlanThe Bank expects the SI to roll out the branches on CBS as mentioned inStrictly Confidential Main Document Page 28

RFP for TSCB Core Banking ProjectTender #:Annexure 02 of this document. However the Bank reserves the exclusive right tochange any of the branches mentioned in Annexure 02 at any point in time.Further it is assumed that any new branch opened by the Bank may be broughtunder CBS.Implementation & Roll out Plan in a nutshell – excluding training andcustomosationTable # 15Major ActivitiesEstablishment of hostedData CentreCritical Customization ofCBS Suite of applicationPackagesEstablishment of DisasterRecovery SiteDeployment of Enterprisemanagement systemsoftware (EMS)User acceptance of variousapplications/solution/s bythe BankEstablishment of Help Desk(Application & Technology)Data migration from TBAapplication to CBSapplication including datacleaning and creation ofcustomer information file (This activity reoccurs as andwhen branches areconverted to CBS branchesirrespective of phases)Executive AwarenessTrainingBranchRoll-outNetworkRoll-outTimeframe– requiresrevision- - December-2012- - November-2012- - November-2012- - December-2012- - January-2013- - December-2012(Beforeroll out ofthe firstbranch)- - January-2013- - December-2012Go-Live (1 st CBS Branch) 1 branch 10branchesFebruary-2013Remaining CBS Pilot 7branches 15branches April-2013Phase I 2532June-2013Branches branchesPhase II 25Branches September-2013Strictly Confidential Main Document Page 29

RFP for TSCB Core Banking ProjectTender #:Other third party solutionsRoll-outTimeframeDelivery ChannelsMay-2013Strictly Confidential Main Document Page 30

RFP for TSCB Core Banking ProjectTender #:3 Terms & Conditions3.1.1 GeneralThe Bank expect the vendors to adhere to the terms of this Request forProposal (RFP) and would not like or accept any deviations to the same. Ifthe vendors have absolutely genuine issues only then should they providetheir nature of non – compliance to the same in the format provided. TheBank reserve their right to not accept such deviations to the tender terms.The Bank intends that the Vendor appointed under the RFP shall have thesingle point responsibility for fulfilling all obligations and providing alldeliverables and services required for successful implementation of theproject, notwithstanding the fact that the Vendor may appoint / procureservices of third party suppliers (including software vendors) to perform allor part of the obligations contained under this RFP and that the Bank mayfor convenience enter into arrangements, including tripartite agreements,with such third party vendors, if required.Unless agreed to specifically by the Bank in writing for any changes to theRFP issued, the Vendor responses would not be incorporated automatically inthe RFP document.The Bank reserves the right to place part order or not to place order for anyof the components forming part of this tender, with the selected vendorduring the tenure of the contract.Unless expressly overridden by the specific agreement to be entered intobetween the Bank and the Vendor, the RFP shall be the governing documentfor arrangement between the Bank and the Vendors.Rules for responding to this Request for Proposal (RFP) –3.1.1.1 Last date for submission of bids is 02 nd July, 2012 14:00 hrs.3.1.1.2 All responses received after the due date / time would be considered lateand would not be accepted or opened.3.1.1.3 All responses should be in English language. All responses by the vendorsto this RFP document shall be binding on such vendors for a period of 180days after the opening of the technical bids.3.1.1.4 All responses including commercial and technical bids would be deemed tobe irrevocable offers/proposals from the vendors and may if accepted by theBank form part of the final contract between the Bank and the selectedVendor. Vendors are requested to attach a letter from an authorizedsignatory attesting the veracity of information provided in the responses.Unsigned responses would be treated as incomplete and are liable to berejected.3.1.1.5 Any technical or commercial bid, submitted cannot be withdrawn / modifiedafter the last date for submission of the bids unless specifically permitted bythe Bank. In case, due to unavoidable circumstances, the Bank do not awardthe contract within 180 days from the last date of the submission of thebids, and there is a possibility to award the same within a short duration, theVendor would have the choice to maintain the bid security with the Bank orto withdraw the bid and obtain the security provided.3.1.1.6 The Vendor may modify or withdraw its offer after submission, providedthat, the Bank, prior to the closing date and time receives a written notice ofStrictly Confidential Main Document Page 31

RFP for TSCB Core Banking ProjectTender #:the modification or withdrawal prescribed for submission of offers. No offercan be modified or withdrawn by the Vendor subsequent to the closing dateand time for submission of the offers.3.1.1.7 The Vendors are required to quote for all the components mentioned in theSection 2.3 “Project Scope” and Section 6 “Detailed Requirements” of thisdocument. In case any Vendor does not quote for any of the components,the response would be deemed to include the quote for such unquotedcomponents. During evaluation, if any particular item quote is found asblank, then the highest of the other bidders quotes for that item will betaken and notionally loaded for arriving at the Total Cost of Ownership forthe purpose of evaluation of the defaulting / deviating Vendor. But, Bank willactually not pay for such non-quoted items.It is mandatory to submit the technical details in the formats in given inAnnexure /Appendices, given along with this document duly filled in, alongwith the offer. The Banks reserve the right not to allow / permit changes inthe technical specifications and not to evaluate the offer in case of nonsubmissionof the technical details in the required format or partialsubmission of technical details.3.1.1.8 Based on the Bank’s requirement as listed in this document, the Vendorshould identify the best-suited solution that would meet the requirement andquote for the same. In case the Vendor quotes for more than one solution(for example one quote for software x and y and another quote for softwarex and z) then the response would be considered as improper and liable to berejected. The Vendor should not give options to the Bank to select. TheVendor is expected to select the best option and quote for the same. (Forexample the Vendor should not quote for two database servers, one xyz andother abc, and leave it to the Bank to choose any one of them.)3.1.1.9 Each offer should specify only a single solution, which is cost-effective andmeeting the tender specifications. It is the responsibility of the Vendor todecide the best suitable solution.3.1.1.10 In the event the Vendor has not quoted for any mandatory items as requiredby the Vendor and forming a part of the RFP document circulated to thevendors and responded to by the vendors, the same will be deemed to beprovided by the Vendor at no extra cost.3.1.1.11 The Bank is not responsible for any assumptions or judgments made by thevendors for arriving at any type of sizing or costing. The Bank at all timeswill benchmark the performance of the Vendor to the RFP documentscirculated to the vendors and the expected service levels as mentioned inthese documents. In the event of any deviations from the requirements ofthese documents, the Vendor must make good the same at no extra costs tothe Bank in order to achieve the desired service levels as well as meetingthe requirements of these documents. The Bank shall not be responsible forany assumptions made by the Vendor. The Bank’s interpretation will be final.3.1.1.12 The Bank shall ascertain and conclude that everything as mentioned in theRFP documents circulated to the vendors and responded by the vendorshave been quoted for by the vendors, and there will be no extra costassociated with the same in case the Vendor has not quoted for the same.3.1.1.13 In the event the Bank has not asked for any quotes for alternative prices,and the Vendor furnishes the alternative price in the Vendors financial bid,the higher of the prices will be taken for calculating and arriving at the TotalCost of Ownership. However payment by the Bank will be made at the lowerStrictly Confidential Main Document Page 32

RFP for TSCB Core Banking ProjectTender #:price.3.1.1.14 In the event optional prices are not quoted by the Vendor, for items wheresuch prices are a must and required to be quoted for, the highest pricequoted by any of the participating Vendor will be taken as the costs, for suchalternatives and also for arriving at the Total Cost of Ownership for thepurpose of evaluation of the defaulting / deviating Vendor.3.1.1.15 All out of pocket expenses, travelling, boarding and lodging expenses for theentire life of the contract should be a part of the financial bid submitted bythe Vendor to the Bank. No extra costs on account of any items or servicesor by way of any out of pocket expenses, including travel, boarding andlodging etc. will be payable by the Bank. The Vendor cannot take the plea ofomitting any charges or costs and later lodge a claim on the Bank for thesame.3.1.1.16 The Vendor at no point in time can excuse themselves from any claims madeby the Bank whatsoever for their deviations in confirming to the terms andconditions, payments schedules, time frame for implementation etc. asmentioned in the RFP documents circulated by the Bank. Vendor shall befully responsible for deviations to the terms & conditions, project scheduleetc. as proposed in the RFP.3.1.2 Price bids3.1.2.1 The Vendor is requested to quote in Indian Rupees (‘INR’). Bids in currenciesother than INR would not be considered.3.1.2.2 The prices and other terms offered by Vendors must be firm for anacceptance period of 180 days from the last date for submitting this bid.3.1.2.3 The prices quoted by the Vendor shall include all costs such as, taxes, levies,cess, excise and custom duties, installation, insurance etc. that need to beincurred. The prices quoted will also include transportation to respectivesites, insurance till supervision, commissioning and final acceptance by theBank. Any delay in installation of the hardware for whatsoever reason shouldnot entail in expiry of insurance and the same should be continued to beextended up-to the date of installation and acceptance of the hardware andother infrastructure by the Bank. The price payable to the Vendor shall beinclusive of carrying out any modifications changes / upgrades to the CBS orother software or equipment that is required to be made in order to complywith any statutory or regulatory requirements or any industry-wide changesarising during the subsistence of this agreement, and the Bank shall not payany additional cost for the same. Though the equipment would be at theBank premises, Vendor shall be responsible for the installation,implementation and acceptance testing and the ownership would not havetransferred to the Bank at this stage. Hence the Vendor should bear the riskof loss and any damages and therefore insure the equipment till acceptancetesting, and final acceptance by the Bank. The vendor needs to providedetails of Taxes for each component, as part of commercial bid.3.1.2.4 In case of any variation (upward or down ward) in Government levies /taxes / cess / excise / custom duty etc. up-to the date of invoice, the benefitor burden of the same shall be passed on or adjusted to the Bank. If theVendor makes any conditional or vague offers, without conforming to theseguidelines, the Bank will treat the prices quoted as in conformity with theseguidelines and proceed accordingly. Local entry taxes or Octroi whichever isapplicable, if any, will be paid by the Bank on production of relative paymentreceipts / documents. Necessary documentary evidence should be producedStrictly Confidential Main Document Page 33

RFP for TSCB Core Banking ProjectTender #:for having paid the customs / excise duty, sales tax, if applicable, and orother applicable levies. “Variation” would also include the introduction of anynew tax /cess /excise.3.1.2.5 If any Tax authorities of any state, including, Local authorities likeCorporation, Municipality, Mandal Panchayat, etc. or any CentralGovernment authority or Statutory or autonomous or such other authorityimposes any tax, penalty or levy or any cess / charge other than entry taxor Octroi and if the Bank have to pay the same for any of the items orsupplies made here under by the Vendor, for any reason including the delayor failure or inability of the Vendor to make payment for the same, the Bankhave to be reimbursed such amounts paid, on being intimated to the Vendoralong with the documentary evidence. If the Vendor does not reimburse theamount within a fortnight, the Bank reserves the right to adjust the amountout of the payments due to the Vendor from the Bank.3.1.2.6 Terms of payment as indicated in the Purchase Contract that will be issuedby the Bank on the selected Vendor will be final and binding on the Vendorand no interest will be payable by the Bank on outstanding amounts underany circumstances. If there are any clauses in the Invoice contrary to theterms of the Purchase Contract, the Vendor should give a declaration on theface of the Invoice or by a separate letter explicitly stating as follows“Clauses, if any contained in the Invoice which are contrary to the termscontained in the Purchase Contract will not hold good against the Bank andthat the Invoice would be governed by the terms contained in the Contractconcluded between the Bank and the Vendor”. Vendor should ensure thatthe project should not suffer for any reason.3.1.2.7 Price Comparisons:3.1.2.7.1 The Bank will consider the Total Cost of Ownership (TCO) over a 5-yearperiod. The cost of the 43 additional new branches to be included as part ofthe TCO The roll out plan of which would be shared at a later time but wouldbe undertaken within the tenure of 5 years of the project.3.1.2.7.2 Vendors are expected to maintain the solution and equipment supplied andto commence FM from the date of acceptance of such solution andequipment by the Bank.3.1.2.7.3 Comprehensive facilities management charges must be quoted, on yearlybasis, after taking due consideration for the warranty period and providingthe adequate benefit to the Bank;3.1.2.7.4 Bank will pay facility management charges post completion of contracttenure at rates not exceeding the original rates quoted for the facilitiesmanagement in reply to this RFP on the cost of the solution, hardware,peripherals, other equipments, infrastructure and services provided by theVendor, if the Bank opt for the same. The Bank have no obligation to acceptthe post facilities management services and the decision on the same wouldbe taken towards the end of the facility management period;3.1.2.7.5 To determine L1 status, Bank will compute and compare the total cost of allitems for all branches / offices involved, as quoted by the Vendors who havequalified on the technical specifications and hence short-listed by the Bank.The Bank will calculate total cost of ownership for a 5-year period, which willinclude cost of 100 man-days of additional customisation effort for CBS andproposed 3 rd party solutions for the purpose of equating all the bids;3.1.2.7.6 While the Bank will summarily reject the equipments of a lower configurationStrictly Confidential Main Document Page 34

RFP for TSCB Core Banking ProjectTender #:than those mentioned in the Technical specifications, the Bank would acceptequipments of higher configuration after a price evaluation of such higherconfiguration to ensure that there is no adverse price impact and anyadvantage of a lower price in such cases is passed on to the Bank. The Vendoris not entitled to a longer period for delivery on the pretext of seekingapproval from the Bank for a higher configuration or enhancement. Allhardware and components that are being proposed should be supported forthe entire tenure of the contract, without any obsolescence risk;3.1.2.7.7 The insurance (as more particularly dealt with in Clause 3.1.2.7.8.5) shall befor an amount equal to 110% of the total value of equipments on "all risks"basis, including war risks and theft and robbery clauses, valid for a periodupto the delivery of the equipments in the Bank shared addresses and wouldremain valid until the successful User acceptance testing, supervision ofcommissioning and acceptance of the equipments by the Bank; and3.1.2.7.8 The Price offer shall be on a fixed price basis. The rate quoted by the Vendorshould necessarily include the following:3.1.2.7.8.1Cost of the equipment;3.1.2.7.8.2 Minimum of three years comprehensive Product warranty covering all parts,including batteries, adapters, chord, printer heads, etc, service, visits to theconcerned Branches / Offices etc. and three years on-site service warrantyand there after the annual maintenance charge 4(AMC) which would beunder FM. The FM should include all costs that the original manufacturerwould charge the Vendor;3.1.2.7.8.3 Quarterly preventive maintenance of all the equipments to be supplied, whichshould interalia, include cleaning of inside and outside of all equipmentsduring warranty / AMC period and ensuring that system has an anti-virus orany patches that are missing;3.1.2.7.8.4 Transportation, forwarding and freight charges of all equipment to the siteas would be shared by the Bank before such delivery instances.3.1.2.7.8.5 Comprehensive Insurance to cover equipment during transit period and untilinstallation and acceptance of equipment by the Bank; the equipment shallbe fully insured in Indian Rupees (INR) naming the Bank as the beneficiary.In case any loss or damage occurs, the Vendor should be responsible forinitiating and pursuing claims and settlement and also make arrangementsfor repair and/or replacements of any damaged item/s;3.1.2.7.8.6 All taxes, duties and levies of whatsoever nature excepting local entry taxes /octroi, if any;3.1.2.7.8.7 Services, which are required to be extended by the Vendor in accordancewith the terms and conditions of the contract.3.1.2.8 The Vendor must provide and quote for all products and services as desiredby the Bank as mentioned in this RFP. Any products / services not proposedto be provided by the Vendor will result in the proposal being incomplete,which may lead to disqualification of the Vendor.3.1.3 Bid Security & Performance Guarantee3.1.3.1 Bid Security – Vendors are required to give a Bid Security for INR20,00,000.00 (INR Twenty lakhs) by way of Financial BankGuarantee/Demand Draft/Pay Order drawn on Agartala, payable to “TripuraStrictly Confidential Main Document Page 35

RFP for TSCB Core Banking ProjectTender #:State Co-operative Bank Ltd.” as per the bank guarantee template inAnnexure 06 it should be supported with a bid security letter whose templateis provided in Appendix 3 Form A 04.3.1.3.2 Offers made without the Bid Security will be rejected.3.1.3.3 The amount of bid security would be forfeited:3.1.3.3.1 In case the Vendor withdraws the bid prior to validity period of the bid;3.1.3.3.2 In case the Vendor refuses to accept and sign the contract as specified in thisdocument; or3.1.3.3.3 In case the Vendor fails to provide the performance guarantee within 10 daysfrom the date of placing the order by the Bank.3.1.3.4 If the contract is awarded, the Vendor should furnish a PerformanceGuarantee to the extent of 10% of the value of the contract within 10 days ofthe date of receipt of the purchase contract. The performance guarantee canbe renewed once every year on reducing balance basis (equivalent to thevalue delivered and accepted) till the expiry or termination of the contract. Ifthe Performance guarantee is not submitted, the Bank reserve the right tocancel the contract and forfeit the Bid Security. Until the PerformanceGuarantee is given, the validity of Bid Security will continue. ThePerformance Guarantee would be returned to the Vendor after the expiry ortermination of the contract otherwise then by breach thereof.3.1.3.5 The project will be deemed complete only when all the solutions and itemscontracted by the Bank are delivered in good condition, installed,implemented, tested and accepted along with the associated documentationand training provided to RRB employees; as per the requirements of thecontract executed between the Bank and the vendor.3.1.3.6 Responses to this RFP should not be construed as an obligation on the part ofthe Bank to award a purchase contract for any services or combination ofservices. Failure of the Bank to select a Vendor shall not result in any claimwhatsoever against the Bank and the Bank reserve the right to reject any orall bids in part or in full, without assigning any reason whatsoever.3.1.3.7 By submitting a proposal, the Vendor agrees to promptly contract with theBank for any work awarded to the Vendor. Failure on the part of theawarded Vendor to execute a valid contract with the Bank will relieve theBank of any obligation to the Vendor, and a different Vendor may beselected.3.1.3.8 Any additional or different terms and conditions proposed by the Vendorwould stand rejected unless expressly assented to in writing by the Bank.3.1.3.9 The Vendor must strictly adhere to the delivery dates or lead times identifiedin their proposal. Failure to meet these delivery dates, unless it is due toreasons entirely attributable to the Bank, may constitute a material breach ofthe Vendor’s performance. In the event that the Bank are forced to cancelan awarded contract (relative to this RFP) due to the Vendor’s inability tomeet the established delivery dates, that Vendor will be responsible for anyre-procurement costs suffered by the Bank. The liability in such an eventwould be limited to the equal amount actually spent by the Bank forprocuring similar deliverables and services including the tax and anyadditional shipment charges.3.1.3.10 The Vendor represents and acknowledges to the Bank that it possessesnecessary experience, expertise and ability to undertake and fulfil itsStrictly Confidential Main Document Page 36

RFP for TSCB Core Banking ProjectTender #:obligations, under all phases involved in the performance of the provisions ofthis RFP. The Vendor represents that all software and hardware to besupplied in response to this RFP shall meet the proposed Vendor solutionrequirements. The Vendor shall be required to independently arrive at asolution, which is suitable for the Bank, after taking into consideration theeffort estimated for implementation of the same. If any services, functions orresponsibilities not specifically described in this RFP are an inherent,necessary or customary part of the deliverables or services and are requiredfor proper performance or provision of the deliverables or services inaccordance with this RFP, they shall be deemed to be included within thescope of the deliverables or services, as if such services, functions orresponsibilities were specifically required and described in this RFP and shallbe provided by the Vendor at no additional cost to the Bank. The Vendor alsoacknowledges that the Bank rely on this statement of fact, therefore neitheraccepting responsibility for, nor relieving the Vendor of responsibility for theperformance of all provisions and terms and conditions of this RFP, the Bankexpect the Vendor to fulfil all the terms and conditions of this RFP.3.1.3.11 The Vendor represents that the proposed software solution and itsdocumentation and/or use of the same by the Bank shall not violate orinfringe the rights of any third party or the laws, regulations, decision ororder of any governmental or judicial authority. The Vendor furtherrepresents that the documentation to be provided to the Bank shall contain acomplete and accurate description of the software, hardware and othermaterials and services (as applicable), and shall be prepared and maintainedin accordance with the highest industry standards. The Vendor representsand undertakes to obtain and maintain validity throughout the project, of allappropriate registrations permissions and approvals, which are statutorilyrequired to be obtained by the Vendor for performance of the obligations ofthe Vendor. The Vendor further undertakes to inform and assist the Bank forprocuring any registrations, permissions or approvals, which may at any timeduring the Contract Period be statutorily required to be obtained by the Bankfor availing services from the Vendor.3.1.3.12 All terms and conditions, payments schedules, time frame for implementation,expected service levels as per this tender will remain unchanged unlessexplicitly communicated by the Bank in writing to the Vendor. The Bank shallnot be responsible for any judgments made by the Vendor with respect toany aspect of the Assignment. The Vendor shall at no point be entitled toexcuse themselves from any claims by the Bank whatsoever for theirdeviations in conforming to the terms and conditions, payments schedules,expected service levels, time frame for implementation etc. as mentioned inthis RFP.3.1.3.13 The Bank and the Vendor covenants and represents to the other Party thefollowing:It is duly incorporated, validly existing and in good standing under as per thelaws of the state in which such Party is incorporated.It has the corporate power and authority to enter into Agreements andperform its obligations there under. The execution, delivery and performanceof terms and conditions under Agreements by such Party and theperformance of its obligations there under are duly authorized and approvedby all necessary action and no other action on the part of such Party isnecessary to authorize the execution, delivery and performance under anAgreement.Strictly Confidential Main Document Page 37

RFP for TSCB Core Banking ProjectTender #:The execution, delivery and performance under an Agreement by such Party:• Will not violate or contravene any provision of its documents ofincorporation;• Will not violate or contravene any law, statute, rule, regulation,licensing requirement, order, writ, injunction or decree of anycourt, governmental instrumentality or other regulatory,governmental or public body, agency or authority by which it isbound or by which any of its properties or assets are bound;• Except to the extent that the same have been duly and properlycompleted or obtained, will not require any filing with, or permit,consent or approval of or license from, or the giving of any noticeto, any court, governmental instrumentality or other regulatory,governmental or public body, agency or authority, joint ventureparty, or any other entity or person whatsoever;• To the best of its knowledge, after reasonable investigation, norepresentation or warranty by such Party in this Agreement, andno document furnished or to be furnished to the other Party tothis Agreement, or in connection herewith or with thetransactions contemplated hereby, contains or will contain anyuntrue or misleading statement or omits or will omit any factnecessary to make the statements contained herein or therein, inlight of the circumstances under which made, not misleading.There have been no events or transactions, or facts orinformation which has come to, or upon reasonable diligence,should have come to the attention of such Party and which havenot been disclosed herein or in a schedule hereto, having a directimpact on the transactions contemplated hereunder.3.1.3.14 The Vendor undertakes to provide appropriate human as well as otherresources required, to execute the various tasks assigned as part of theproject, from time to time.3.1.3.15 The Bank would not be liable to pay any expenses incurred by the Vendorin preparation of the response to this RFP and also would not return the biddocuments to the vendors3.1.3.16 Bank shall not be held liable for costs incurred during any negotiations onproposals or proposed contracts or for any work performed in connectiontherewith.3.1.4 Changes to the RFP3.1.4.1 This RFP may undergo change by either additions or deletions ormodifications before the actual award of the contract by the Bank. TheBank also reserves the right to change any terms and conditions of the RFPand its subsequent addendums, as it deems necessary at its solediscretion. The Bank will inform all vendors about changes, if any.3.1.4.2 The Bank may revise any part of the RFP, by providing a written addendumto all the short-listed vendors till the award of the contract. The Bankreserves the right to issue revisions to this RFP at any time before theaward date.3.1.4.3 The Bank reserves the right to extend the dates for submission ofresponses to this document.3.1.4.4 Vendors shall have the opportunity to clarify doubts pertaining to the RFPStrictly Confidential Main Document Page 38

RFP for TSCB Core Banking ProjectTender #:in order to clarify any issues they may have, prior to finalizing theirresponses. All questions are to be submitted to the MANAGINGDIRECTOR, Tripura State Co-operative Bank, Head Office, Agartalaat the address mentioned in section 4.1.1, and should be received by thepoint of contact not later than June 06 th , 2012 16.30 hrs. Responses toinquiries and any other corrections and amendments will be distributed toall Vendors in electronic mail format. The Vendor, which posed thequestion, will remain anonymous. Vendors need to provide the queries asper the format given in Appendix 3 Form A 11 - Query Format3.1.4.5 Vendor should provide documentation for the code being deposited as partof the Escrow arrangement. The documentation should have been verifiedfor completeness and accuracy vis-à-vis the code by an independent,reputed third party agency. Vendor must bear all costs for the Escrowarrangement.3.1.4.6 Product Benchmark Certificate – It is mandatory for the Vendor to submit acopy of the certified benchmark results for the purpose of this project,incorporating the proposed technology architecture and estimated capacityof the solution offered in meeting the Bank’s requirements withconsideration for future scalability. Non-availability of certification may leadto disqualification from the further evaluation process.3.1.4.7 Preliminary Scrutiny – The Bank will scrutinize the offers to determinewhether they are complete, whether any errors have been made in theoffer, whether required technical documentation has been furnished,whether the documents have been properly signed, and whether items arequoted as per the schedule. The Bank may, at its discretion, waive anyminor non-conformity or any minor deficiency in an offer. This shall bebinding on all vendors and the Bank reserve the right for such waivers andthe Bank decision in the matter will be final.3.1.4.8 Clarification of Offers – To assist in the scrutiny, evaluation and comparisonof offers, the Bank may, at its discretion, ask some or all vendors forclarification of their offer. The Bank have the right to disqualify the Vendorwhose clarification is found not suitable to the proposed project.3.1.4.9 No Commitment to Accept Lowest or Any Tender – The Bank shall be underno obligation to accept the lowest or any other offer received in responseto this tender notice and shall be entitled to reject any or all offersincluding those received late or incomplete offers without assigning anyreason whatsoever. The Bank reserves the right to make any changes inthe terms and conditions of purchase. The Bank will not be obliged tomeet and have discussions with any Vendor, and / or to listen to anyrepresentations.3.1.4.10 Erasures or Alterations – The offers containing erasures or alterations willnot be considered. There should be no hand-written material, correctionsor alterations in the offer. Technical details must be completely filled up.Correct technical information of the product being offered must be filled in.Filling up of the information using terms such as “OK”, “accepted”, “noted”,“as given in brochure / manual” is not acceptable. The Bank may treat theoffers not adhering to these guidelines as unacceptable.3.1.4.11 Price Negotiation – It is absolutely essential for the vendors to quote thelowest price at the time of making the offer in their own interest.3.1.4.12 Vendor presentation – Vendors are requested to be prepared todemonstrate the proposed solution, make presentations and arrange forStrictly Confidential Main Document Page 39

RFP for TSCB Core Banking ProjectTender #:site visits, as part of the final evaluation in accordance with the responsesgiven for the identified requirements, any time after the last date forsubmissions of bids. The Bank will communicate a date and time to allqualified vendors any time after the last date for submission of bids.3.1.4.13 Right to Alter Quantities – The Bank reserve the right to alter therequirements specified in the tender. The Bank also reserves the right todelete one or more items from the list of items specified in the tender. TheBank will inform all vendors about changes, if any.3.1.4.14 Details of Sub-contracts, as applicable – If required by the Bank, Vendorsshould provide complete details of any subcontractor/s used for thepurpose of this engagement. It is clarified that notwithstanding the use ofsub contractors by the Vendor, the Vendor shall be solely responsible forperformance of all obligations under the RFP irrespective of the failure orinability of the subcontractor chosen by the Vendor to perform itsobligations. The Vendor shall also have the responsibility for payment of alldues and contributions, as applicable, towards statutory benefits for itsemployees and of sub-contractors.3.1.4.15 If the Bank are not satisfied with the technical specifications in any tenderand observes major deviations, the technical bids of such vendors may notbe short-listed and the price bids of such vendors may not be opened. Nofurther discussions shall be entertained with such vendors in respect of thesubject technical bid.3.1.4.16 Vendor shall inform their readiness for the pre-delivery inspection at least15 days in advance. For the network components and other hardwareinfrastructure, the same will be tested by the Bank on a sample or 100%basis at vendor’s site or Banks premises. All reasonable facilities, tools andassistance including access to drawings and production data should beprovided to the Banks officials and the consultants during inspection. Thereshall not be any additional charges for such inspection. However, Banks willhave the discretion to recover the costs related to travel and stay of itsstaff / consultants if the equipment offered for inspection is not as perBanks’ requirement or the test conditions are not complied with. It isexpected that the equipment should be ready for inspection within twomonths from the date of awarding the contract by the Bank. If the Vendorfails to intimate the date of inspection within 45 days of date of awardingthe contract by the Bank, it will be treated as a breach of contract and theBank reserves the right to levy penalty, as specified in Section 3.2.18.3.1.4.17 No site will be accepted as complete if any part of hardware, software,network components etc. are not delivered, and if delivered not installed,and operationalised free of any additional cost to the Bank. In such anevent, the supply and installation will be termed incomplete and will not beaccepted and warranty period will not commence, besides Bank right toinvoke the penalties which will be prescribed in the contract. Every site willbe accepted after complete commissioning of equipment & functioning ofequipment for a minimum period of ten (10) days. The manufacturer'scertification for structured cabling should be submitted for the Data centre& Disaster Recovery site within a period of one month from the date ofacceptance of the DC. The payment towards network equipment will bereleased only on production of the manufacturer's certificate.3.1.4.18 There will be an acceptance test by the Bank or its nominated consultantsafter installation of the systems. In case of discrepancy in hardware /software supplied, the Bank reserve the right to cancel the entire purchaseStrictly Confidential Main Document Page 40

RFP for TSCB Core Banking ProjectTender #:contract for any major and significant deviations to items supplied and theVendor should take back their equipment at their costs and risks. Howevershould there be any minor deviations the bank may give the vendor anopportunity to address such gaps through a mutually conducted dialogue.The test will be arranged by the Vendor at the sites in the presence of theofficials of the Bank and / or its consultants. The warranty for theequipments (including software and hardware provided by the Vendorpursuant to this Agreement) will commence after acceptance testing. Thetests will involve trouble-free operation of the complete system during UATapart from physical verification and testing. There shall not be anyadditional charges for carrying out this acceptance test. The Bank will takeover the system on successful completion of the above acceptance test.The Installation cum Acceptance Test & Check certificates jointly signed byVendor's representative and Bank official or any consultant / auditorappointed by the Bank should be received at Tripura Sate Co-operativeBank Ltd. Amulya Market Agartala 799001 – Tripura facility along withinvoice etc. for scrutiny before taking up the request for consideration ofpayment.3.1.4.19 The Vendors should offer maintenance support at all centres. They shall indicatetheir existing service centre details and proposed arrangements for maintenancein all centres indicated in Appendix 3 Form A 10 including places where they donot have a service centre.3.1.4.20 The Vendor is responsible for managing the activities of its personnel or thepersonnel of its subcontractors/franchisees and will be accountable for omissionand commission of both. The Vendor shall be vicariously liable for any acts, deedsor things done by their employees, agents, contractors, subcontractors etc. whichis outside the scope of power vested or instructions issued by the Bank. Vendorshall be the principal employer of the employees, agents, contractors,subcontractors etc. engaged by Vendor and shall be vicariously liable for all theacts, deeds or things, whether the same is within the scope of power or outsidethe scope of power, vested under the purchase contract to be issued for thistender. No right of any employment shall accrue or arise, by virtue of engagementof employees, agents, contractors, subcontractors etc. by the Vendor, for anyassignment under the purchase contract to be issued for this tender. Allremuneration, claims, wages, dues etc. of such employees, agents, contractors,subcontractors etc. of Vendor shall be paid by Vendor alone and the Bank shallnot have any direct or indirect liability or obligation, to pay any charges, claims orwages of any of Vendor’s employee, agents, contractors, and subcontractorsirrespective of any law to the contrary. The Vendor shall hold the Bank, theirsuccessors, Assignees and Administrators fully indemnified and harmless againstloss or liability, claims actions or proceedings, if any, that may arise fromwhatsoever nature caused to the Bank through the action of its employees,agents, contractors, subcontractors etc. However, the vendor would be given anopportunity to be heard by the Bank prior to making of a decision in respect ofsuch loss or damage.The Bank shall inform the Vendor all breaches and claims of indemnification andshall grant the Vendor sole authority to defend, manage, negotiate or settle suchclaims; and make available all reasonable assistance in defending the claims (atthe expense of the Vendor). The written demand by the Bank as to the loss /damages mentioned above shall be final, conclusive and binding on the Vendorand Vendor shall be liable to pay on demand the actual amount of such loss /damages caused to the Bank.In respect of demands levied by the Bank on the Vendor towards breaches,Strictly Confidential Main Document Page 41

RFP for TSCB Core Banking ProjectTender #:claims, etc. the Bank shall provide the Vendor with details of such demand leviedby the Bank.For the purposes of this Clause , the indemnity may be restricted to the areasmentioned, i.e., “claims arising out of employment, non-payment ofremuneration and non-provision of statutory benefits by the Vendor to itsemployees, its agents, contractors and sub contractors.”However, there are other indemnities such as indemnity for IPR violation,confidentiality breach, etc, that the Vendor is expected to provide as per theRFP.Indemnity would be limited to damages awarded by court, tribunal or othercompetent authority and shall exclude indirect, consequential and incidentaldamages. However indemnity would cover damages, loss or liabilities suffered bythe Bank arising out of claims made by its customers and/or regulatoryauthorities.3.1.4.21The Vendor’s representative and local office at Agartala will be the contact pointfor the Bank. The delivery and installation status of equipments should bereported on a weekly basis.3.1.4.22Vendor should ensure that the hardware delivered to the Bank including allcomponents and attachments are brand new. In case of software supplied withthe system, the Vendor should ensure that the same is licensed and legallyobtained with valid documentation made available to the Bank.3.1.4.23The Vendor shall procure in the name of the Bank all user specific softwarelicences for the Bank, its’ offices and its branches based on number of CPU’s atthe Data Centre and Disaster Recovery Centre and users/number of CPUs’ at theBank branches and offices as the case may be. Vendor shall also provide otherlicenses for applications, operating system and database as required by the Bankto successfully utilize the solution. The Vendor shall provide the licenses for allsoftware being a part of its proposed solution to the Bank.3.1.4.25Vendor shall indemnify, protect and save the Bank from and against all claims,losses, costs, damages, expenses, actions, suits and other proceedings, resultingfrom infringement of any patent, trade marks, copyrights etc or such otherstatutory infringements under any laws including the Copyright Act, 1957 orInformation Technology Act 2000 in respect of all the hardware, software andnetwork equipments or other systems supplied by them to the Bank fromwhatsoever source, provided however, (i)the Bank notify the vendor in writing assoon as practicable when the Bank becomes aware of the claim (ii) the vendorhas sole control of the defence and all related settlement negotiations (iii) theBank provides the vendor with the assistance, information and authorityreasonably necessary to perform the above and (vi) the Bank does not make anystatements or comments or representations about the claim without the priorwritten consent of the vendor, except where the Bank are required in any courtproceeding or by any tribunal or authority/regulator to make acomment/statement/representation. Indemnity would be limited to courtawarded damages and shall exclude indirect, consequential and incidentaldamages. However indemnity would cover damages, loss or liabilities suffered bythe Bank arising out of claims made by its customers and/or regulatoryauthorities.3.1.4.26Manufacturer’s Authorisation Form – The Vendor should furnish a letter fromoriginal equipment manufacturer authorizing the Vendor to quote for OEM’sproduct in response to the RFP from the Bank. The said letter should also offer toextend the required warranty from the OEM in respect of the items stipulated inStrictly Confidential Main Document Page 42

RFP for TSCB Core Banking ProjectTender #:3.1.5.5 In the case of a Consortium, the following rules will be applicable:3.1.5.5.1 The Vendor is required to provide proof that the Vendor is authorized to bidwith the products that it does not own. This may be in the form of a (copy of)letter authorizing the Vendor from a duly constituted attorney and / or a(copy of) back-to-back agreement between the concerned parties.3.1.5.5.2 The responsibility for the details presented in the responses will be with theVendor, which will form part of the final legal contract. The Vendor will betotally responsible for delivering contractual services end to end and will be asingle point of contact; and3.1.5.5.3 The responsibility for the commercial bid lies with the Vendor. The Bankwould only deal with one party (the Vendor) on all commercial and legalmatters.3.1.5.5.4 The consortium vendors cannot change once the technical and financial bidhas been submitted in response to the RFP by the Vendor except as may berequired by the Bank.3.1.5.5.5 It is expressly clarified that even in the case of a Consortium; the selectedVendor shall have the single-point responsibility/liability to ensure thefulfilment of all obligations of the Vendor under the contract.3.1.6 Confidentiality Agreement3.1.6.1 This RFP contains information proprietary to the Bank. Each recipient isentrusted to maintain its confidentiality. It should be disclosed only to thoseemployees involved in preparing the requested responses. The informationcontained in the RFP may not be reproduced in whole or in part without theexpress permission of the Bank. Disclosure of any such sensitive informationto parties not involved in the supply of contracted services will be treated asbreach of trust and could invite legal action. This will also mean termination ofthe contract and disqualification of the said bidder.3.1.6.2 Responses received become the property of the Bank and cannot be returned.Information provided by each Vendor will be held in confidence, and will beused for the sole purpose of evaluating a potential business relationship withthe Vendor.Terms of Reference (‘ToR’)3.2.1 Contract CommitmentThe Bank intends that the contract, which is contemplated herein with theVendor, shall be for a period of FIVE years post completion of pilot phase.3.2.2 Ownership, Grant and DeliveryThe Vendor shall procure and provide a non-exclusive, non-transferable,perpetual license to the Bank for all the software to be provided as a part ofthis project. The Bank can use the software at any of their branches andlocations without restriction and use of software by service providers onbehalf of the Bank would be considered as use thereof by the Bank and thesoftware should be assignable / transferable to any successor entity of theBank.The license shall specifically include rightA. To Use. (i) to use the executable code version of the Software and allEnhancements, Updates and New Versions made available from time to timeStrictly Confidential Main Document Page 44

RFP for TSCB Core Banking ProjectTender #:solely for business operations of the Bank; (ii) to use the ProgramDocumentation for purposes of installing or operating the Programs andsupporting the use of the Software by the Bank; (iii) to use the technicalTraining Materials for purposes of supporting Users.B. To Copy. (i) to copy the Software that operates on server systems tosupport the maximum number of Users (ii) to make additional copies of theProgram Material for archival, emergency back-up, testing, or disasterrecovery purposes; and (iii) to copy the Program Documentation to supportits Users.C. To work as interface: (i) to work with other Application Software packagesat the Bank as interface; (ii) to allow other application software packages atthe Bank to work as interfaces to the Software. If such interfacing requiresany modification or change to the Software, such modification or change hasto be carried out by the Vendor free of any additional License charge or feesor expenses.Delivery: The Vendor, at the time of installation shall deliver to the Bankrequired copies of the object code version of the Software and the associatedProgram Documentation including operation manual and training material.The Vendor, after customisation shall deliver to the Bank required copies ofthe object code version of the customised Software and the associatedProgram Documentation including operation manual and training material.The Vendor, after modifications, updates or new versions shall deliver to theBank required copies of the revised object code version of the latest Softwareand the revised associated Program Documentation including operationmanual and training material. The Program Documentation shall consist ofrequired number of User Manuals per branch/service centre/ office/ extensioncounter, Data Centre and Disaster Recovery Centre. The programdocumentation shall be supplied by the Vendor to the Bank both in hard copyform except where hard copies are not available and soft copy form (MS wordformat and HTML Browser format). The operational manual shall be providedby the Vendor under help menu in the software as dynamic onlinedocumentation / help files, wherever applicable. The object code version ofthe Software, executables and required run-time files shall be on CompactDisc or on any such media as desired by the Bank as may be applicable.D. The grant of license by the vendor herein shall be for processing theinternal business of the Bank or its permitted affiliates and does not, withoutlimitation, include the rights to reverse engineer, reverse compile or otherwisearrive at the source code of the Software nor does it include the rights to sell,lease, license, sublicense or otherwise transfer, convey or alienate thesoftware for commercial consideration to any person.(i) Except as specifically agreed by and between Vendor and Bank, theownership of all rights, title and interest, including without limitation, allpatents, copy right, trade secrets and any other form of intellectual propertyrights in and to software, any derivative works thereof and enhancementsthereto are and shall at all times remain with the vendor or its Licensors andbe the sole and exclusive property of the vendor or its Licensors. The Bankacknowledges and agrees that nothing contained in this Agreement shall beconstrued as conveying by the vendor or its licensor’s title or ownershipinterest in any licensed software or any derivative works thereof andenhancements thereto. Nothing contained herein shall be construed topreclude the vendor from owning, using, improving, marketing, includingwithout limitation, licensing to other persons any and all licensed software.Strictly Confidential Main Document Page 45

RFP for TSCB Core Banking ProjectTender #:E. Rights: The Vendor shall ensure that the equipment (including hardwareand software) does not infringe third party intellectual property rights. If the athird party's claim endangers or disrupts the Bank use of the software, theVendor shall be required to, at no further expense, charge, fees or costs tothe Bank, (i) obtain a license so that the Bank may continue use of theequipment in accordance with the terms of this Agreement and the licenceagreement; or (ii) modify the equipment without affecting the functionality inany manner so as to avoid the infringement; or (iii) replace the equipmentwith a compatible, functionally equivalent and non-infringing product; or (iv)refund to the Bank the amount paid for the infringing software and bear theincremental costs of procuring a functionally equivalent equipment from athird party, provided the option under the sub clause (iv) shall be exercisedby the Bank in the event of the failure of the vendor to provide effectiveremedy under options (i) to (iii) within a reasonable period which would notaffect the normal functioning of the Bank. The vendor shall have no liabilityfor any claim of infringement based on (i) a claim which continues because ofBank failure to use a modified or replaced software that is at least functionallyequivalent to the software, or the Bank failure to use corrections, fixes, orenhancements made available and implemented by the vendor, despite noticeof such failure by the vendor in writing, (ii) any change, not made by or onbehalf of the vendor, to some or all of the software/deliverables supplied bythe vendor or modification thereof; or (iii) the Bank continued misuse of someor all of the software/deliverables or any modification thereof despite noticefrom the vendor of such misuse in writing.The Centralised Banking Software would be procured by the Bank from the 3 rdparty software vendor through a tri-partite agreement, to which the Vendorwould be a party also. This is because the Vendor is the Prime Vendor forpurposes of all deliverables and services under the master agreement, withthe single-point responsibility for the same.Should the software provided by the Vendor be infringing, it would have aserious business impact on the business of the Bank.Therefore, the Vendor should take responsibility of its actions. Even if Bankwould have used the deliverables before the infringement was noticed, legallyeach such use constituted infringement and therefore the Vendor is in breachof the Vendor’s warranty and obligation.3.2.3 Customization Process:The Vendor shall ensure that the software provided as a part of the CoreBanking Project meets all the requirements described in detail in Appendix 1 -Functional Requirements and to carry out all such customisation ordevelopment work as may be required by the Bank at no additional LicenseCharge or Fees or Expenses. The Vendor shall provide all the MIS reports asper the requirements of the Bank. The precise scope of the customisation anddevelopment work to be undertaken by the Vendor shall be as per therequirements of the Bank as described in the above mentioned Appendix 1.The Vendor shall carry out all the customisation related work at the ProjectOffice premises of the Bank at Agartala PMO office or offsite in case thecustomisation cannot be carried out at the Bank premises. The Bank shall bea party to the Functional Specifications requirement sign-off, User acceptancetest, User acceptance test sign-off, Installation sign-off and Implementationsign-off. The Vendor shall install and commission the software forcustomisation and User Acceptance Test as per Project Plan to be agreed withthe Bank failing which the Vendor shall be liable to pay the Bank penalty to beStrictly Confidential Main Document Page 46

RFP for TSCB Core Banking ProjectTender #:defined as per section 3.2.18 of this document. The Vendor shall provide alltools, testing instruments, drivers, consumables, etc. required to install andcustomise and test the software free of any fees or charges or any expenses.The Vendor shall document and submit to the Bank all the testing activities,procedures and results. The Vendor shall be required to ensure that thesoftware provides interfaces to the other application systems at the Bank asspecified in Annexure 03 at no additional cost or fees or charges or expenses.The Vendor shall provide the Bank weekly progress report on thebugs/problems reported/points taken up with schedule of date of reporting,date of resolving, and status for all kind of bugs and problems whetherreported by branch/Zonal Offices/ Head Office or Vendor staff. In case ofdisputes relating to resolution of problem relating to any site, the Vendor isrequired to send the copy of call report pertaining to each visit of each of theengineer to the said site indicating the purpose of call, when called, whenvisited, when problem was resolved, how resolved, etc.3.2.4 Installation and Implementation:The Vendor needs to ensure that the scope of work for implementation of all thesoftware includes creating master data at the Data Centre of the Bank bydownloading from existing systems namely migration of data as a part of CBS,functional requirements specifications study, data conversion, live cut-over,customization, configuration, installation, implementation and integration of thesoftware. The precise nature and scope of the activities and functions to beundertaken for installation and implementation of the licensed software have beendetailed and set out in Section 6 of this tender document.3.2.5 Payment TermsThe Vendor must accept the payment terms proposed by the Bank. The financialbid submitted by the Vendor must be in conformity with the payment termsproposed by the Bank. Any deviation from the proposed payment terms would notbe accepted. The Bank shall have the right to withhold any payment due to theVendor, in case of delays or defaults on the part of the Vendor. Such withholding ofpayment shall not amount to a default on the part of the Bank.The scope of work is divided in different areas and the payment would be linked todelivery and acceptance of each area as explained below:3.2.5.1 The payment terms need to be read in conjunction with the price bid:3.2.5.1.1 CBS software application costs3.2.5.1.2 The license cost for the CBS software would be paid in advance beforethe date of roll out of the corresponding branches and Other 3 rd PartyApplications including delivery channels.The cost for all other software to be provided by the Vendor as a part ofthe proposed solution shall be paid as follows;3.2.5.1.2.1 50 % of the contract amount, of such software, will be payable onsuccessful implementation of the said software and acceptance in theidentified locations, and3.2.5.1.2.2 The balance 50 % of the software cost, will be payable on completion of3 months from the date of successful implementation of the saidsoftware.3.2.5.1.3 Hardware Costs (DC & DRC for CBS, & Other Third PartyApplications including delivery channels):Strictly Confidential Main Document Page 47

RFP for TSCB Core Banking ProjectTender #:It is to be noted that the Vendor needs to quote for fully loadedhardware encompassing the specified branches on the CBS. The Vendorwill provide and install only the hardware required at that particularpoint in time based on the speed of the roll out and the payment wouldbe released only for the hardware installed. As and when the balancehardware is required the Vendor would have to provide the same andthe payment would be released after re-negotiations in case of pricereductions for such hardware. The Vendor agrees that in case theprice/cost for hardware at the time of implementation is less than theprice quoted for the project in response to this RFP/final negotiation,then such saving in cost by the Vendor shall be passed on to the Bank.Any benefit accruing to the Vendor as a result of decrease in costs ofany equipment delivered as a part of this RFP should also be passed onto the Bank.3.2.5.1.3.1 20% of the delivered hardware cost would be payable on delivery andpre delivery inspection of the hardware at the DC & DRC respectively oron completion of one month from the date of placing the order,whichever is later;3.2.5.1.3.2 30% of the delivered hardware cost would be payable on successfulinstallation and commissioning of the hardware at DC & DRCrespectively or on completion of one and a half month from the date ofplacing the order which ever is later;3.2.5.1.3.3 30% of the delivered hardware cost would be payable on successfulimplementation of 8 th Branch; and3.2.5.1.3.4 10% of the delivered hardware cost would be payable on completion of3 months from the date of successful implementation of the 20 th Branch.3.2.5.1.3.5 Balance 10% of the delivered hardware cost would be payable oncompletion of 12 months from the date of delivery of the hardware,which may be released against a Bank guarantee for an equivalentamount.3.2.5.1.3.6 The payments for the additional hardware will be on delivery and thesuccessful commission of such hardware.3.2.5.1.4 Operating Systems (DC & DRC) for all applications:3.2.5.1.4.1 90% of cost for Operating Systems would be payable on delivery of thehardware and successful installation of the Operating Systems on suchhardware3.2.5.1.4.2 10% of the cost for Operating Systems would be payable on completionof 3 months from the date of acceptance of such hardware andsuccessful installation of the Operating Systems by the Vendor at theBank.3.2.5.1.5 Database Systems (DC & DRC) for all applications:3.2.5.1.5.1 90 % of the cost for Database systems would be payable on successfulinstallation and commissioning of the database systems at the DC &DRC respectively.3.2.5.1.5.2 10% of the Database systems cost would be payable on successfulcompletion of 3 months from the date of such installation andcommissioning.3.2.5.1.6 Customisation:-Strictly Confidential Main Document Page 48

RFP for TSCB Core Banking ProjectTender #:3.2.5.1.6.1 The cost of customisation for items marked as “3” would be payable onsuccessful implementation and Bank sign off of all the items marked as“3”;3.2.5.1.6.2 The cost of customisation for items marked as “2” would be payable onsuccessful implementation and Bank sign off of all the items marked as“2”; and3.2.5.1.6.3 The cost of customisation for items marked as “1” would be payable onsuccessful implementation and Bank sign off of all the items marked as“1”.3.2.5.1.6.4 The cost of customisation for items marked as “0” would be payable onsuccessful implementation and Bank sign off of all the items marked as“0”.Items marked as "3","2","1","0" refer to items in Appendix 1 -Functional RFP.3.2.5.1.6.5 The cost of customisation of gaps identified during productdemonstration, current state study, training, functional requirementsspecifications study, system testing, user acceptance testing, businessprocess reengineering and pilot branch implementation should beincluded by the Vendor as Implementation costs. The Bank will not paythe Vendor any additional charges at a later date for all suchcustomisations.3.2.5.1.6.6 The Vendor shall take up all such functionality as required by the Bankon a priority basis even though the Vendor is suppose to provide for thesame at a later date as per its response in the Appendix 1 and till suchtime the functionality is not provided for the Vendor will suggest asuitable workaround for the same. The Bank will not pay the Vendor anyadditional charges for such customisation requests.The workaround provided by the vendor may be acceptable to the Bankas a temporary solution but the Bank may still insist on a particularfunctionality to be made available as a regular feature of the software inwhich case the Bank shall decide the priority.3.2.5.1.7 Implementation cost for CBS:3.2.5.1.7.1 10 % of the Contract amount, for pilot implementation, would bepayable on successful completion of current state assessment, gapanalysis and systems specifications definition phase or on completion of1 month from the date of placing the order, whichever is later;3.2.5.1.7.2 15 % of the contract amount, for pilot implementation, would bepayable on successful completion of the customisation and testing phaseor on completion of 2 months from the date of placing the order,whichever is later;3.2.5.1.7.3 50 % of the contract amount, for pilot implementation, would bepayable on successful implementation of the applications in each of the8 pilot branches; and3.2.5.1.7.4 The balance 25 % of the contract amount, for pilot implementation,would be payable on completion of 3 months from the date of successfulimplementation of the applications in each of the 8 pilot branches.3.2.5.1.7.5 Implementation cost for every additional branch beyond the pilot, wouldbe payable monthly at the end of the month for all the branchesStrictly Confidential Main Document Page 49

RFP for TSCB Core Banking ProjectTender #:successfully implemented during that month.3.2.5.1.7.6 Implementation cost for third party application will be paid after 2months of go-live of such application, without any pending or unresolveddeliverables/issues.Branch Network Implementation50% of the branch network implementation would be paid onsuccessful installation of network across the branchesRemaining 50% would be paid on successful completion of AcceptanceTesting of the related branches.3.2.5.1.8 Training Costs:a. Core Team Training3.2.5.1.8.1 50 % of the contract amount, for training, would be payable onsuccessful completion of the training phase for the entire core team;3.2.5.1.8.2 50 % of the contract amount, for training, would be payable onsuccessful implementation of the CBS in pilot branches;b. End user training3.2.5.1.8.3 Will be paid on completion of each scheduled batch,( including theFunctional and Technical training ).c. Other Trainings3.2.5.1.8.4 Will be paid after completion of the mandated training.3.2.5.1.8.5 Training cost for any additional ad hoc training requested by the Bankwould be payable on successful completion of the training.3.2.5.2 DC and DR Network & Security Solution3.2.5.2.1 Network Component Cost:3.2.5.2.1.1 50 % of the component cost for the Network & Security, would bepayable on delivery and inspection of the components at the Bank site;and3.2.5.2.1.2 The balance 50 % of the component cost for the Network & Securitywould be payable at the end of 3 months from the successful acceptanceof such equipment.3.2.5.2.2 Network & Security Implementation Cost:Network & Security implementation cost would be payable at the end of3 months from the successful acceptance of such equipment.3.2.5.2.3 Branch Hardware & Peripherals:3.2.5.2.3.1 90% of the branch hardware and peripherals will be paid by theBank at the end of the month, in which the hardware was successfullyinstalled, commissioned and accepted by the Bank.3.2.5.2.3.2 Balance 10% of the branch hardware and peripherals will be paid oncompletion of 3 months from the date of delivery of the hardware,which may be released against a Bank guarantee for an equivalentamount.Strictly Confidential Main Document Page 50

RFP for TSCB Core Banking ProjectTender #:3.2.5.3 Data Centre (“DC”)3.2.5.3.1 The 50% of One time pilot phase cost of collocated DC would be paidafter first branch going live with entire solution performing at thedesired level and an adequate reporting output establishing it from theinstalled EMS tool3.2.5.3.2 10% of One time Pilot phase cost will be made on receipt of the 3 rdparty certificate certifying the data centre as level 3 from a third party3.2.5.3.3 40% payment will be made After successful completion of ATP.3.2.5.3.4 The post pilot payment of the collated DC would be cleared on a arrearsbasis after the end of each quarter. The count of the first quarter startsfrom the beginning of the 1 st day of the month next to successfulcompletion of ATP.3.2.5.4 Facilities Management:3.2.5.4.1 Set-up for application and technology Helpdesk:3.2.5.4.1.1 70 % of the contract amount for setting up both the helpdesks would bepayable on successful setting up of the helpdesks & making themoperational; and3.2.5.4.1.2 The balance 30 % of the contract amount for setting up the helpdeskswould be payable on completion of 3 months from the date of successfulsetting up of the helpdesk & making it operational.3.2.5.4.2 Facilities Management Charge:The annual amount to be paid towards facilities management would bedivided into 4 equal instalments, to be paid quarterly at the end of eachquarter as arrears. The first quarter would begin from the 1 st of the nextmonth of the date of completion of successful implementation of the 8 thPilot branch on CBS for the facilities being managed by the Vendor. Thequote needs to factor the infrastructure under warranty and whichtherefore would not warrant a facilities management charge.3.2.5.4.2.1 EMS cost will be paid as a composite of the FM charges and the vendoris expected to build this into the FM cost. Payment of EMS will start fromthe next fiscal quarter of its successful commencement.3.2.5.4.3 Fees for deploying Helpdesk Agents:The fees for deploying Helpdesk Agents would be payable monthly, atthe end of the month, on actual, as per the bill submitted by the Vendorand on verification of the Bank.3.2.5.5 Bandwidth Payment :Payment for bandwidth will be paid on a quarterly basis for branches broughtunder the network in that quarter in arrears based upon sign-off by therespective branch managers of the branch going live.3.2.5.6 Branch Network Components (including VSATs)50% of the payment will be made on successful acceptance testing and put touse by the bank50% will be made three months post out to use of the equipment.3.2.6 Delivery, Implementation and RolloutThe Vendor shall be responsible for delivery; implementation and rollout of allStrictly Confidential Main Document Page 51

RFP for TSCB Core Banking ProjectTender #:the solutions required under this RFP and also agrees to the time durationspecified in Section 2.4 “Project Timeline” of this document.In the event of Vendor’s failure to deliver and / or implement all requiredcomponents of a fully functional system (pertaining to the scope of theproject) within the stipulated time schedule or by the date extended by theBank, unless such failure is due to reasons entirely attributable to the Bank, itwill be a breach of contract. In such case, the Bank would be entitled tocharge a penalty, as specified in Section 3.2.18.3.2.7 Completeness of the ProjectThe project will be deemed as incomplete if the desired objectives of theproject as mentioned in Section 2.2 and Section 6 of this document and theproject scope as mentioned in Section 2.3 and Section 6 of this document arenot achieved. To be specific, if the system is unable to facilitate the CBSprocesses supported by various modules, then the implementation will bedeemed as incomplete. Vendor has to obtain Project Closure for all theproposed deliverables.3.2.8 Acceptance TestingThe 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 Vendor as a part ofthe Centralised Banking Project. The Vendor shall assist the Bank in allacceptance tests to be carried out by the Bank.The Vendor shall provide the scope of the acceptance tests to the Bank priorto performing the tests. The Bank at it’s’ discretion may modify, add or amendthe acceptance tests which then will have to be included by the vendor. Adetailed acceptance plan will be created within the framework of the RFP terms.The Vendor shall arrange for the tests at the relevant sites in the presence ofthe officials of the Bank and / or its consultants. The Vendor should ensure thatthe tests will involve trouble-free operation of the complete system apart fromphysical verification and testing and that there shall not be any additionalcharges payable by the Bank for carrying out this acceptance test.In case of any discrepancy in the hardware / software supplied, the Bankreserve the right to terminate the entire agreement in case the Vendor does notrectify or replace the supplied hardware/software and the Vendor shall takeback Vendor equipment at Vendor’s costs and risks. The Bank have the right toreject the ‘Vendor Supplied Equipment’ and to seek free replacement or repairof the equipment or defective components thereof till the completion ofacceptance test and obtaining final acceptance certificate from the Bank. TheVendor shall ensure that all costs associated with insurance from the date oftransfer of title till the final acceptance by the Bank will be borne by the Vendorand the asset insured in the name of the Bank. The Vendor shall provide theinsurance certificates for insurance of the ‘Vendor Supplied Equipment’ to theBank along with supply of Equipment.The installation cum acceptance test will be deemed to be fully and finallyaccepted by the Bank in the event the Bank has not completed andcommunicated the results of the acceptance tests to the Vendor within 30 daysof submission of all documents duly accepted by the various locations of theBank to the head office. The Installation cum Acceptance Test and Checkcertificates jointly signed by representative of the Vendor and official or anyconsultant / auditor appointed by the Bank will be received at the AmulyaMarket premise of TSCB along with Vendor invoice for scrutiny before taking upStrictly Confidential Main Document Page 52

RFP for TSCB Core Banking ProjectTender #:the request for consideration of payment.In all cases, the vendor shall have the sole responsibility for bearing alladditional charges, costs or expenses incurred in correcting, reworking orrepairing the defective or non-conforming hardware/software, unless suchfailure is shown to the satisfaction of the Bank that it is due to reasons entirelyattributable to the Bank.3.2.9 Compliance with Laws:Compliance with all applicable laws: The Vendor shall undertake to observe,adhere to, abide by, comply with and notify the Bank about all laws in force oras are or as made applicable in future, pertaining to or applicable to them,their business, their employees or their obligations towards them and allpurposes of this tender and shall indemnify, keep indemnified, hold harmless,defend and protect the Bank and their employees/officers/staff/personnel/representatives/agents from any failure or omission on its part todo so and against all claims or demands of liability and all consequences thatmay occur or arise for any default or failure on its part to conform or complywith the above and all other statutory obligations arising there from.Compliance in obtaining approvals/permissions/licenses: The Vendor shallpromptly and timely obtain all such consents, permissions, approvals,licenses, etc., as may be necessary or required for any of the purposes of thisproject or for the conduct of their own business under any applicable Law,Government Regulation/Guidelines and shall keep the same valid and in forceduring the term of the project, and in the event of any failure or omission todo so, shall indemnify, keep indemnified, hold harmless, defend, protect andfully compensate the Bank and their employees/ officers/ staff/ personnel/representatives/agents from and against all claims or demands or liability andall consequences that may occur or arise for any default or failure on its partto conform or comply with the above and all other statutory obligationsarising there from and the Bank will give notice of any such claim or demandof liability within reasonable time to the vendor.This indemnification is only a remedy for the Bank. The Vendor is notabsolved from its responsibility of complying with the statutory obligations asspecified above. Indemnity would be limited to court or appropriate authorityawarded damages and shall exclude indirect, consequential and incidentaldamages. However indemnity would cover damages, loss or liabilities sufferedby the Bank arising out of claims made by its customers and/or regulatoryauthorities3.2.10 AssignmentBank may assign the Core Banking Project and the solution and servicesprovided therein by the Vendor in whole or as part of a corporatereorganization, consolidation, merger, or sale of substantially all of its assets.The Bank shall have the right to assign such portion of the facilitiesmanagement services to any of the sub-contractors, at its sole option, uponthe occurrence of the following: (i) Vendor refuses to perform; (ii) Vendor isunable to perform; (iii) termination of the contract with the Vendor for anyreason whatsoever; (iv) expiry of the contract. Such right shall be withoutprejudice to the rights and remedies, which the Bank may have against theVendor. The assignment envisaged in this scenario is only in certain extremeevents such as refusal or inability of the Vendor to perform ortermination/expiry of the contract.Strictly Confidential Main Document Page 53

RFP for TSCB Core Banking ProjectTender #:3.2.11 InsuranceIn addition to the insurance policies taken by the Vendor with respect to thetransportation of the equipment as set out above, the Vendor shall maintainadequate professional liability and an all risk Insurance for the aggregate ofall deliverables and services to be rendered by virtue of Core Banking Projectand shall provide to the Bank copies of such policy of insurance and evidencethat the premiums have been paid. The Vendor shall procure appropriateinsurance policies of the limits acceptable to the Bank for damage to Bankpremises, Bank’s property, data or loss of life, which may occur as a result ofor in the course of performing the Vendors obligations under the RFP. TheVendor also warrants and represents that it shall keep all their respectivedirectors, partners, advisers, agents, representatives and or employeesadequately insured in respect of business travel in India and further agrees toprovide to the Bank copies of such policy of insurance and evidence that thepremiums have been paid.The Vendor shall furnish to the Bank prior to the commencement of the Pilotphase, copies of the certificates of insurance as stipulated as set out hereincertifying that the policies of insurance, endorsed as required, are in full forceand effect (together with any required waivers or subrogation). The Vendorshall ensure that the policies contain provision that the Bank will be giventhirty (30) days’ prior written notice by the insurers in the event of eithercancellation or material change in coverage; and that the Bank shall be giventhirty (30) days’ notice prior to termination of the insurance for failure torenew or pay premium. The Insurance procured by the Vendor shall beprimary to any other insurance available to the Bank, its assigns, officers,directors, agents and employee. The Vendors’ obligation to maintaininsurance coverage hereunder shall be in addition to, and not in lieu of, theVendors’ other obligations and the Vendor’s liability to the Bank shall not belimited to the amount of coverage.The Vendor’s obligation under section 3.2.27 is different from its obligationunder section 3.2.11 of taking out insurance, and therefore it has to be anadditional obligation.It is usual for service providers to have name of their customers endorsed asadditional insured / beneficiary and provide a copy of the policy to thecustomers.The Bank should be added as a “Beneficiary or additional insured” andappropriate certification should be provided by the vendor’s insurer certifyingcompliance with the provisions of this clause3.2.12 Order CancellationThe Bank reserve its right to cancel the order in the event of one or more ofthe following situations, that are not occasioned due to reasons solely anddirectly attributable to the Bank alone:3.2.12.1 Delay in customisation / implementation / installation beyond the specifiedperiod that is agreed in the contract that will be signed with the successfulVendor; and3.2.12.2 Serious discrepancy in the quality of service / hardware / software expectedduring the implementation, rollout and subsequent maintenance process.Strictly Confidential Main Document Page 54

RFP for TSCB Core Banking ProjectTender #:3.2.12.3 In case of cancellation of order, any payments made by the Bank to theVendor would necessarily have to be returned to the Bank with interest @15% per annum, further the Vendor would also be required to compensatethe Bank for any direct loss suffered by the Bank due to the cancellation ofthe contract and any additional expenditure to be incurred by the Bank toappoint any other Vendor. This is after repaying the original amount paid.Vendor should be liable under this section 3.2.12.3 only if the contract hasbeen cancelled due to events specified in section 3.2.123.2.13 IndemnityVendor shall indemnify, protect and save the Bank and hold the Bankharmless 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 theVendor, its employees, its agents, or employees of the consortium in theperformance of the services provided by this contract, (ii) breach of any of theterms of this RFP or breach of any representation or warranty by the Vendor,(iii) use of the deliverables and or services provided by the Vendor, (iv)infringement of any patent, trademarks, copyrights etc. or such otherstatutory infringements in respect of all components provided to fulfil thescope of this project. Vendor shall further indemnify the Bank against any lossor damage to the Bank premises or property, loss of life, etc., due to the actsof the Vendor’s employees or representatives. The Vendor shall furtherindemnify the Bank against any loss or damage arising out of claims ofinfringement of third-party copyright, patents, or other intellectual property,and third-party claims on the Bank for malfunctioning of the equipment orsoftware or deliverables at all points of time, provided however, (i) the Banknotify the vendor in writing immediately on becoming aware of such claim, (ii)the Vendor has sole control of defence and all related settlement negotiations,(iii) the Bank provides the Vendor with the assistance, information andauthority reasonably necessary to perform the above, and (iv) the Bank doesnot make any statement or comments or representations about the claimwithout prior written consent of the Vendor, except under due process of lawor order of the court. It is clarified that the vendor shall in no event enter intoa settlement, compromise or make any statement (including failure to takeappropriate steps) that may be detrimental to the Bank (and/or its customers,users and service providers) rights, interest and reputation.Vendor shall be responsible for any loss of life, etc, due to acts of Vendor’srepresentatives, and not just arising out of gross negligence or misconduct,etc, as such liabilities pose significant risk.Vendor should take full responsibility for its and its employee’s actions.The vendors should indemnify the Bank (including its employees, directors orrepresentatives) from and against claims, losses, and liabilities arising from:• Non-compliance of the vendor with Laws / Governmental Requirements• IP infringement• Negligence and misconduct of the Vendor, its employees, and agents• Breach of any terms of RFP, Representation or Warranty• Act or omission in performance of service.Indemnity would be limited to court; tribunal or arbitrator awarded damagesand shall exclude indirect, consequential and incidental damages. HoweverStrictly Confidential Main Document Page 55

RFP for TSCB Core Banking ProjectTender #:indemnity would cover damages, loss or liabilities suffered by the Bank arisingout of claims made by its customers and/or regulatory authorities.The vendor shall not indemnify the Bank for(i) Any loss of profits, revenue, contracts, or anticipated savings or(ii) Any consequential or indirect loss or damage however caused, providedthat the claims against customers, users and service providers of the Bankwould be considered as a “direct” claim.3.2.14 Inspection of RecordsAll Vendor records with respect to any matters covered by this tender shall bemade available to the Bank or its designees at any time during normalbusiness hours, as often as the Bank deems necessary, to audit, examine,and make excerpts or transcripts of all relevant data. Said records are subjectto examination. Bank auditors would execute confidentiality agreement withthe vendor, provided that the auditors would be permitted to submit theirfindings to the Bank, which would be used by the Bank. The cost of the auditwill be borne by the Bank. The scope of such audit would be limited to ServiceLevels being covered under the contract, and financial information would beexcluded from such inspection, which will be subject to the requirements ofstatutory and regulatory authorities.3.2.15 Escrow MechanismThe Bank and the Vendor shall agree to appoint an escrow agent to provideescrow mechanism for the deposit of the source code for the Core Bankingsoftware product supplied/procured by the Vendor to the Bank in order toprotect its interests in an eventual situation. The Bank and the Vendor shallenter 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 andthe obligations of the escrow agent. Costs for the Escrow will be borne by theVendor. As a part of the escrow arrangement, the final selected vendor is alsoexpected to provide a detailed code documentation of the CBS solution whichhas been duly reviewed by an external independent organisation.3.2.16 PublicityAny publicity by the Vendor in which the name of the Bank is to be usedshould be done only with the explicit written permission of the Bank.3.2.17 Solicitation of EmployeesBoth the parties agree not to hire, solicit, or accept solicitation (eitherdirectly, indirectly, or through a third party) for their employees directlyinvolved in this contract during the period of the contract and one yearthereafter, except as the parties may agree on a case-by-case basis. Theparties 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 haveknowledge of the agreement to directly or indirectly solicit for employmentthe key personnel working on the project contemplated in this proposalexcept with the written consent of the other party. The above restrictionwould not apply to either party for hiring such key personnel who (i) initiatediscussions regarding such employment without any direct or indirectsolicitation by the other party (ii) respond to any public advertisement placedby either party or its affiliates in a publication of general circulation or (iii) hasbeen terminated by a party prior to the commencement of employmentdiscussions with the other party.Strictly Confidential Main Document Page 56

RFP for TSCB Core Banking ProjectTender #:3.2.18 Penalty3.2.18.1 The Bank expects the Vendor to complete the scope of the project asmentioned in Section 2.3 & Section 6 of this document within the timeframespecified in Section 2 of this document.Inability of the Vendor to meet the timelines as specified would be treated asbreach of contract and would invoke the penalty clause. The proposed rate ofpenalty would be INR 1 Lakh per week of delay or non-compliance, withrespect to delay in branch network or core banking roll-out. These areexclusive events.3.2.18.2 Inability of the proposed solution (entire IT Infrastructure provided by theVendor for example hardware, software, network and non IT infrastructure forexample services etc.) to deliver the required functionality at performancelevels expected at the specified volumes (including the expected increase involumes) would result in breach of contract and would invoke the penaltyclause. The proposed rate of penalty would be 1 % of the value of affectedservice or product or both provided such service and product are mutuallyinterdependent, per week of non-compliance to the performance levels, forthat particular service or product, subject to an upper limit of 10% of value ofaffected service or product. The penalty will be subject to an overall cap of10% of the contract value. Thereafter, the contract may be cancelled andamount paid if any, will be recovered with 0.75% interest per month.3.2.18.3 Any short shipment or non delivery of branch/network hardware componentswithin the timelines will attract a penalty of 0.25% per day, for each day ofdelay, of the value of the component. All branch components should bedelivered before 7 days of the branch going live.3.2.18.4 Notwithstanding anything contained above, no such penalty will be chargeableon the Vendor under clauses 3.2.18.1, 3.2.18.2 and 3.2.18.3 for the inabilityoccasioned, if such inability is due to reasons entirely attributable to the Bank.3.2.18.5 Notwithstanding what is mentioned hereinabove or anywhere else in thetender, the maximum amount that may be levied by way of penalty pursuantto clause 3.2.18 shall on no account exceed 10 % of the Total Contract valueand the contract value will be determined at the time of contract finalization.3.2.19 Information OwnershipAll information processed, stored, or transmitted by Vendor equipmentbelongs to the Bank. By having the responsibility to maintain the equipment,the Vendor does not acquire implicit access rights to the information or rightsto redistribute the information. The Vendor understands that civil, criminal, oradministrative penalties may apply for failure to protect informationappropriately.3.2.20 Sensitive InformationAny information considered sensitive must be protected by the Vendor fromunauthorized disclosure, modification or access.Types of sensitive information that will be found on Bank systems the Vendormay support or have access to include, but are not limited to: Informationsubject to special statutory protection, legal actions, disciplinary actions,complaints, IT security, pending cases, civil and criminal investigations, etc.3.2.21 Privacy & Security SafeguardsThe Vendor shall not publish or disclose in any manner, without the Bank priorwritten consent, the details of any security safeguards designed, developed,Strictly Confidential Main Document Page 57

RFP for TSCB Core Banking ProjectTender #:or implemented by the Vendor under this contract or existing at any Banklocation. The Vendor shall develop procedures and implementation plans toensure that IT resources leaving the control of the assigned user (such asbeing reassigned, removed for repair, replaced, or upgraded) are cleared ofall Bank data and sensitive application software. The Vendor shall also ensurethat all subcontractors who are involved in providing such security safeguardsor part of it shall not publish or disclose in any manner, without the Bank priorwritten consent, the details of any security safeguards designed, developed,or implemented by the Vendor under this contract or existing at any Banklocation.3.2.22 Confidentiality“Confidential Information” means any and all information that is or has beenreceived by the Vendor (“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 disclosedin circumstances where the Receiving Party would reasonably understand thatthe disclosed information would be confidential or(c) Is prepared or performed by or on behalf of the Disclosing Party by itsemployees, officers, directors, agents, representatives or consultants.(d) Without limiting the generality of the foregoing, Confidential Informationshall 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 materialsrelating 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 performanceinformation, business affairs, projects, technology, finances (includingrevenue projections, cost summaries, pricing formula), clientele, markets,marketing and sales programs, client and customer data, appraisalmechanisms, planning processes etc. or any existing or future plans, forecastsor strategies in respect thereof.(e) “Confidential Materials” shall mean all tangible materials containingConfidential Information, including, without limitation, written or printeddocuments and computer disks or tapes, whether machine or user readable.(f) Information disclosed pursuant to this clause will be subject toconfidentiality for the term of contract plus two years.(g) Nothing contained in this clause shall limit vendor from providing similarservices to any third parties or reusing the skills, know-how and experiencegained by the employees in providing the services contemplated under thisclause, provided further that the vendor shall at no point use the Bankconfidential information or Intellectual property.3.2.22.1 The Receiving Party shall, at all times regard, preserve, maintain and keep assecret and confidential all Confidential Information and Confidential Materialsof the Disclosing Party howsoever obtained and agrees that it shall not,without obtaining the written consent of the Disclosing Party:Strictly Confidential Main Document Page 58

RFP for TSCB Core Banking ProjectTender #:3.2.22.2 Disclose, transmit, reproduce or make available any such ConfidentialInformation and materials to any person, firm, Company or any other entityother than its directors, partners, advisers, agents or employees, subcontractors and contractors who need to know the same for the purposes ofmaintaining and supporting the Software provided as a part of Core BankingProject. The Receiving Party shall be responsible for ensuring that the usageand confidentiality by its directors, partners, advisers, agents or employees,sub contractors and contractors is in accordance with the terms andconditions and requirements of this RFP; or3.2.22.3 Unless otherwise agreed herein, use any such Confidential Information andmaterials for its own benefit or the benefit of others or do anything prejudicialto the interests of the Disclosing Party or its customers or their projects.3.2.22.4 In maintaining confidentiality hereunder the Receiving Party on receiving theconfidential information and materials agrees and warrants that it shall:3.2.22.4.1 Take at least the same degree of care in safeguarding such ConfidentialInformation and materials as it takes for its own confidential information oflike importance and such degree of care shall be at least, that which isreasonably calculated to prevent such inadvertent disclosure;3.2.22.4.2 Keep the Confidential Information and Confidential Materials and any copiesthereof secure and in such a way so as to prevent unauthorised access by anythird party;3.2.22.4.3 Limit access to such Confidential Information and materials to those of itsdirectors, partners, advisers, agents or employees, sub contractors andcontractors who are directly involved in the consideration/evaluation of theConfidential Information and bind each of its directors, partners, advisers,agents or employees, sub contractors and contractors so involved to protectthe Confidential Information and materials in the manner prescribed in thisdocument; and3.2.22.4.4 Upon discovery of any unauthorised disclosure or suspected unauthoriseddisclosure of Confidential Information, promptly inform the Disclosing Party ofsuch disclosure in writing and immediately return to the Disclosing Party allsuch Information and materials, in whatsoever form, including any and allcopies thereof.3.2.22.5 The Receiving Party who receives the confidential information and materialsagrees that on receipt of a written demand from the Disclosing Party:3.2.22.5.1 Immediately return all written Confidential Information, Confidential materialsand all copies thereof provided to, or produced by it or its advisers, as thecase may be, which is in Receiving Party’s possession or under its custody andcontrol;3.2.22.5.2 To the extent practicable, immediately destroy all analyses, compilations,notes, studies, memoranda or other documents prepared by it or its advisersto the extent that the same contain, reflect or derive from ConfidentialInformation relating to the Disclosing Party;3.2.22.5.3 So far as it is practicable to do so immediately expunge any ConfidentialInformation relating to the Disclosing Party or its projects from any computer,word processor or other device in its possession or under its custody andcontrol; and3.2.22.5.4 To the extent practicable, immediately furnish a certificate signed by itsdirector or other responsible representative confirming that to the best ofStrictly Confidential Main Document Page 59

RFP for TSCB Core Banking ProjectTender #:his/her knowledge, information and belief, having made all proper enquiriesthe requirements of this paragraph have been fully complied with.3.2.22.6 The restrictions in the preceding clause shall not apply to:3.2.22.6.1 Any information that is publicly available at the time of its disclosure orbecomes publicly available following disclosure (other than as a result ofdisclosure by the Disclosing Party contrary to the terms of this document); orany information which is independently developed by the Receiving Party oracquired from a third party to the extent it is acquired with the valid right todisclose the same.3.2.22.6.2 Any disclosure required by law or by any court of competent jurisdiction, therules and regulations of any recognised stock exchange or any enquiry orinvestigation by any governmental, statutory or regulatory body which islawfully entitled to require any such disclosure provided that, so far as it islawful and practical to do so prior to such disclosure, the Receiving Party shallpromptly notify the Disclosing Party of such requirement with a view toproviding the Disclosing Party an opportunity to obtain a protective order or tocontest the disclosure or otherwise agree to the timing and content of suchdisclosure.3.2.22.6.3 The Confidential Information and materials and all copies thereof, inwhatsoever form shall at all times remain the property of the Disclosing Partyand its disclosure hereunder shall not confer on the Receiving Party any rightswhatsoever beyond those contained in this document.3.2.22.6.4 The confidentiality obligations shall survive the expiry or termination of theagreement between the Vendor and the Bank.3.2.23 Hardware UtilizationThe Vendor is expected to conduct Hardware sizing based on the informationprovided in this RFP for implementing the solution in the identified 57branches, including the HO’s. At any point in time during the contract period,for these locations, the system resource utilization should not exceed 70% norshould the Hard Disk utilization exceed 70% at the data centre. In case theabove requirement is not met, the additional hardware would have to beprovided by the Vendor at no further cost to the Bank.3.2.24 Technological AdvancementsThe Vendor shall take reasonable and suitable action, taking into accounteconomic circumstances, at mutually agreed increase / decrease in charges,and the Service Levels, to provide the Services to the Bank at a technologicallevel that will enable the Bank to take advantage of technologicaladvancement in the industry from time to time.3.2.25 Intellectual Property RightsSubject to vendor having received the corresponding payment from the Bank,the Bank shall own all Intellectual Property Rights in all software and othermaterials (excluding any vendor or third party products but including all therelevant modifications, enhancements or customisation made thereto)produced exclusively for the Bank by the Vendor pursuant to the projectincluding any adaptations , translations, derivative works and improvementsthat are developed by the Vendor, specifically and exclusively for the Bank,whether protectable as a copyright, trademark, patent, trade secret anddesign or otherwise. The ownership of all Intellectual Property Rights in anyinformation or materials provided to the Vendor by the Bank shall remainStrictly Confidential Main Document Page 60

RFP for TSCB Core Banking ProjectTender #:vested in the Bank. The ownership of all Intellectual Property Rights for anyBank customer information or materials provided to the Vendor by the Bankshall remain vested in the Bank.Nothing shall restrict either Party from the use of any ideas, concepts, knowhow,or techniques relating to data processing or network management,which either Party, individually or jointly, develops or discloses under thistender, unless it is developed exclusively for the Bank use by the Vendor. TheVendor shall also at all point of time be under the obligations imposed underthe terms of confidentiality as under clause 3.1.24 while making use of suchideas, concepts, know-how or techniques. Also, such use shall not infringeeither Party’s patent rights or copyrights or a breach of confidentialityobligations. However, except for the licenses expressly granted by anAgreement between the Bank and the Vendor, neither of the parties shallinfringe on any patents or copyrights of the other Party. If a third party'sclaim endangers or disrupts Bank use of the software provided or procured bythe Vendor, the Vendor shall, at the Bank option and at no charge to theBank, (i) obtain a license so that the Bank may continue use of the software;(ii) modify the software without affecting the functionality of the software inany manner so as to avoid the infringement; (iii) replace the software with acompatible, functionally equivalent and non-infringing product; or if theseoptions are in the opinion of the Bank commercially unreasonable (iv) refundto the Bank amount paid for the software and bear the incremental costs ofprocuring a functionally equivalent software from a third party, subject to alimit of 20% on the original costs for the software price quoted by the vendorin this RFP. This is after repaying the original amount paid. The Vendorrecognizes that the remedies contained herein are in addition to any otherremedies and / or claims which may be available to the Bank under thisAgreement or under the law.All IPR in “software and other materials” made exclusively for the Bank shallvest with the Bank alone. Material specifically developed by the vendor for theBank are defined as “Bank Materials”.The Bank will grant to vendor a non-exclusive, royalty –free, world wide,perpetual right to use, copy, adapt, modify, sub-license and market suchBank Materials. Provided that such a right shall come in to force and thevendor shall be permitted to use the Bank Materials 12 months after the Bankhave started commercial use of such Bank Material. Provided further that thevendor shall not be permitted to use the business logic and businessintelligence and confidential information of the Bank contained in the BankMaterial in any manner whatsoever.3.2.26 Vendors LiabilityThe Vendors aggregate liability in connection with obligations undertaken as apart of the Core Banking Project regardless of the form or nature of the actiongiving rise to such liability (whether in contract, tort or otherwise), shall be atactuals and limited to the value of the contract. The Vendors liability in caseof claims against the Bank resulting from misconduct or gross negligence ofthe Vendor, its employees and subcontractors or from infringement ofpatents, trademarks, copyrights or such other Intellectual Property Rights orbreach of confidentiality obligations shall be unlimited.The Bank shall not be held liable for and is absolved of any responsibility orclaim/litigation arising out of the use of any third party software or modulessupplied by the Vendor as part of this RFP.Strictly Confidential Main Document Page 61

RFP for TSCB Core Banking ProjectTender #:In no event shall either party be liable for any indirect, incidental orconsequential damages or liability, under or in connection with or arising outof this agreement or the hardware or the software delivered hereunder,howsoever such liability may arise, provided that the claims againstcustomers, users and service providers of the Bank would be considered as adirect claim.3.2.27 Monitoring & AuditCompliance with security best practices may be monitored by periodiccomputer security audits performed by or on behalf of the Bank. Theperiodicity of these audits will be decided at the discretion of the Bank. Theseaudits may include, but are not limited to, a review of: access andauthorization procedures, physical security controls, backup and recoveryprocedures, network security controls and program change controls. To theextent that the Bank deems it necessary to carry out a program of inspectionand audit to safeguard against threats and hazards to the confidentiality,integrity, and availability of data, the Vendor shall afford the Bankrepresentatives access to the Vendor's facilities, installations, technicalresources, operations, documentation, records, databases and personnel. TheVendor must provide the Bank access to various monitoring and performancemeasurement systems (both manual and automated). The Bank shall havethe right to get the monitoring and performance measurement systems (bothmanual and automated) audited without prior approval / notice to the Vendor.The vendor has to remedy all discrepancies observed by the auditors at noadditional cost to the Bank.3.2.28 GuaranteesVendor should guarantee that the software and allied components used toservice the Bank are licensed and legal. All hardware and software must besupplied with their original and complete printed documentation.3.2.29 Force Majeure3.2.29.1 The Vendor shall not be liable for forfeiture of its performance security,liquidated damages or termination for default, if any to the extent that itsdelay in performance or other failure to perform its obligations under thecontract is the result of an event of Force Majeure.3.2.29.2 For purposes of this Clause, "Force Majeure" means an event explicitly beyondthe reasonable control of the Vendor and not involving the Vendor's fault ornegligence and not foreseeable. Such events may include, Acts of God or ofpublic enemy, acts of Government of India in their sovereign capacity andacts of war.3.2.29.3 If a Force Majeure situation arises, the Vendor shall promptly notify the Bankin writing of such conditions and the cause thereof within fifteen calendardays. Unless otherwise directed by the Bank in writing, the Vendor shallcontinue to perform Vendors obligations under the Contract as far as isreasonably practical, and shall seek all reasonable alternative means forperformance not prevented by the Force Majeure event.3.2.29.4 In such a case the time for performance shall be extended by a period (s) notless than duration of such delay. If the duration of delay continues beyond aperiod of three months, the Bank and the Vendor shall hold consultations inan endeavour to find a solution to the problem.Strictly Confidential Main Document Page 62

RFP for TSCB Core Banking ProjectTender #:3.2.30 Resolution of Disputes3.2.30.1 The Bank and the supplier Vendor shall make every effort to resolve amicably,by direct informal negotiation between the respective project directors of theBank and the Vendor, any disagreement or dispute arising between themunder or in connection with the contract.3.2.30.2 If the Bank project director and Vendor project director are unable to resolvethe dispute after thirty days from the commencement of such informalnegotiations, they shall immediately refer the dispute to the senior authorisedpersonnel designated by the Vendor and Bank respectively.3.2.30.3 If after thirty days from the commencement of such negotiations between thesenior authorised personnel designated by the Vendor and Bank, the Bankand the Vendor have been unable to resolve amicably a contract dispute,either party may require that the dispute be referred for resolution throughformal arbitration.3.2.30.4 All questions, disputes or differences arising under and out of, or inconnection with the contract or carrying out of the work whether during theprogress of the work or after the completion and whether before or after thedetermination, abandonment or breach of the contract shall be referred toarbitration by a sole Arbitrator: acceptable to both parties OR the number ofarbitrators shall be three, with each side to the dispute being entitled toappoint one arbitrator. The two arbitrators appointed by the parties shallappoint a third arbitrator who shall act as the chairman of the proceedings.The award of the Arbitrator shall be final and binding on the parties. TheArbitration and Conciliation Act 1996 or any statutory modification thereofshall apply to the arbitration proceedings and the venue of the arbitrationshall be Agartala.3.2.30.5 If a notice has to be sent to either of the parties following the signing of thecontract, it has to be in writing and shall be first transmitted by facsimiletransmission by postage prepaid registered post with acknowledgement dueor by a reputed courier service, in the manner as elected by the Party givingsuch notice. All notices shall be deemed to have been validly given on (i) thebusiness date immediately after the date of transmission with confirmedanswer back, if transmitted by facsimile transmission, or (ii) the expiry of fivedays after posting if sent by registered post with A.D., or (iii) the businessdate of receipt, if sent by courier.3.2.30.6 This RFP document shall be governed and construed in accordance with thelaws of India. The courts of Agartala alone and no other courts shall beentitled to entertain and try any dispute or matter relating to or arising out ofthis RFP document. Notwithstanding the above, the Bank shall have the rightto initiate appropriate proceedings before any court of appropriatejurisdiction, should it find it expedient to do so.3.2.31 Exit Option and Contract Re-Negotiation3.2.31.1 The Bank reserve the right to cancel the contract in the event of happeningone or more of the following events:3.2.31.1.1 Failure of the successful bidder to accept the contract and furnish thePerformance Guarantee within 10 days of receipt of purchase order;3.2.31.1.2 Delay in offering equipments for pre-delivery Inspection;3.2.31.1.3 Delay in delivery beyond the specified period;3.2.31.1.4 Delay in completing installation / implementation and acceptance tests /Strictly Confidential Main Document Page 63

RFP for TSCB Core Banking ProjectTender #:checks beyond the specified periods;3.2.31.1.5 Serious discrepancy in hardware noticed during the pre-dispatch factoryinspection; and3.2.31.1.6 Serious discrepancy in functionality to be provided or the performance levelsagreed upon, which have an impact on the functioning of the Bank.3.2.31.2 In addition to the cancellation of purchase contract, Bank reserve the right toappropriate the damages through encashment of Bid Security / PerformanceGuarantee given by the Vendor.3.2.31.3 Notwithstanding the existence of a dispute, and/or the commencement ofarbitration proceedings, the Vendor will be expected to continue the facilitiesmanagement services. The Bank shall have the sole and absolute discretion todecide whether proper reverse transition mechanism over a period of 6 to 12months, has been complied with. In the event of the conflict not beingresolved, the conflict will be resolved through Arbitration.The Bank and the Vendor shall together prepare the Reverse Transition Plan.However, the Bank shall have the sole decision to ascertain whether such Planhas been complied with.Reverse Transition mechanism would typically include service and tasks thatare required to be performed / rendered by the Vendor to the Bank or itsdesignee to ensure smooth handover and transitioning of Bank deliverables,maintenance and facility management.3.2.32 Corrupt and Fraudulent PracticesAs per Central Vigilance Commission (CVC) directives, it is required thatBidders / Suppliers / Contractors observe the highest standard of ethicsduring the procurement and execution of such contracts in pursuance of thispolicy:3.2.32.1 “Corrupt Practice” means the offering, giving, receiving or soliciting of anything of values to influence the action of an official in the procurementprocess or in contract execution AND3.2.32.2 “Fraudulent Practice” means a misrepresentation of facts in order to influencea procurement process or the execution of contract to the detriment of theBank and includes collusive practice among bidders (prior to or after bidsubmission) designed to establish bid prices at artificial non-competitivelevels and to deprive the Bank of the benefits of free and open competition.3.2.32.3 The Bank reserve the right to reject a proposal for award if it determines thatthe bidder recommended for award has engaged in corrupt or fraudulentpractices in competing for the contract in question.The Bank reserve the right to declare a firm ineligible, either indefinitely or fora stated period of time, to be awarded a contract if at any time it determinesthat the firm has engaged in corrupt or fraudulent practices in competing foror in executing the contract.3.2.33 WaiverNo failure or delay on the part of either party relating to the exercise of anyright power privilege or remedy provided under this RFP or subsequentagreement with the other party shall operate as a waiver of such right powerprivilege or remedy or as a waiver of any preceding or succeeding breach bythe other party nor shall any single or partial exercise of any right powerStrictly Confidential Main Document Page 64

RFP for TSCB Core Banking ProjectTender #:privilege or remedy preclude any other or further exercise of such or anyother right power privilege or remedy provided in this RFP all of which areseveral and cumulative and are not exclusive of each other or of any otherrights or remedies otherwise available to either party at law or in equity.3.2.34 Violation of termsThe Bank clarifies that the Bank shall be entitled to an injunction, restrainingorder, right for recovery, suit for specific performance or such other equitablerelief as a court of competent jurisdiction may deem necessary or appropriateto restrain the Vendor from committing any violation or enforce theperformance of the covenants, obligations and representations contained inthis RFP. These injunctive remedies are cumulative and are in addition to anyother rights and remedies the Bank may have at law or in equity, includingwithout limitation a right for recovery of any amounts and related costs and aright for damages.3.2.35 Visitorial RightsThe Bank reserve the right to visit any of the Vendor’s premises without priornotice to ensure that data provided by the Bank are not misused.3.2.36 Addition/Deletion of Qualified OfferingsBoth parties agree that the intent of this tender is to establish an initial set ofservice offerings. The Bank recognizes that, as the use of these servicesexpands, it is possible that additional services and / or service categories willbe needed. In addition, the Bank recognizes that from time to time hardwareand software products that are provided as part of Vendor services will beupgraded or replaced as technology evolves. Replacement and / orsupplemental hardware and software products that meet or exceed theminimum proposal requirements may be added with the prior approval of theBank. For this purpose, a Change Order Procedure will be followed. Bank mayrequest a change order in the event of actual or anticipated change(s) to theagreed scope of work, services, deliverables and schedules. The Vendor shallprepare a change order reflecting the actual or anticipated change(s)including the impact on deliverables schedule. The Vendor shall carry out suchservices as required by the Bank at mutually agreed terms and conditions.The Vendor shall agree that the price for incremental offering cannot exceedthe original proposed cost and the Bank reserve the right to re-negotiate theprice. At the unit rates provided for TCO calculations the Bank have the rightto order as much as it wants at those rates.The Vendor shall agree to submit the request to add new services or servicecategories on its letterhead signed by a representative authorized to bind theorganization.The Bank are under no obligation to honour such requests to add servicecategories or amend this contract.As a method for reviewing Vendor services and Bank requirements, the Bankwill sponsor regular reviews to allow an exchange of requirements andopportunities.All quantities mentioned in this RFP are indicative. The quantities ofcomponents to be procured as part of this tender can be varied by the Bank.This also includes the right to modify the number of branches, extensioncounters, offices, training centres etc.Strictly Confidential Main Document Page 65

RFP for TSCB Core Banking ProjectTender #:3.2.37 Termination3.2.37.1 The Bank shall be entitled to terminate the agreement with the Vendor at anytime by giving ninety (90) days prior written notice to the Vendor.3.2.37.2 The Bank shall be entitled to terminate the agreement at any time by givingnotice if:(a) The Vendor breaches its obligations under the RFP or the subsequent agreementThen the vendor gets 15 days as cure period from the Bank. If not curedwithin this time, the Bank holds the rights to initiate clause 3.2.37.1 for thetermination.(b) The Vendor (i) has a winding up order made against it; or (ii) has a receiverappointed over all or substantial assets; or (iii) is or becomes unable to payits debts as they become due; or (iv) enters into any arrangement orcomposition with or for the benefit of its creditors; or (v) passes a resolutionfor its voluntary winding up or dissolution or if it is dissolved.3.2.37.3 The vendor shall have right to terminate only in the event of winding up of theBank.3.2.38 Effect of termination3.2.38.1 The Vendor agrees that it shall not be relieved of its obligations under thereverse transition mechanism notwithstanding the termination of theassignment.Reverse Transition mechanism would typically include service and tasks thatare required to be performed / rendered by the Vendor to the Bank or itsdesignee to ensure smooth handover and transitioning of Bank deliverables,maintenance and facility management.Same terms (including payment terms) which were applicable during the termof the contract should be applicable for reverse transition servicesThe scope of the RFP is not merely to implement and transfer but also toprovide facility management.3.2.38.2 The Vendor agrees that after completion of the Term or upon earliertermination of the assignment the Vendor shall, if required by the Bank,continue to provide maintenance services to the Bank at no less favourableterms than those contained in this RFP. In case the Bank wants to continuewith the Vendor's services after the completion of this contract then theVendor shall offer the same or better terms to the Bank. Unless mutuallyagreed, the rates shall remain firm.3.2.38.3 The Bank shall make such pro-rated payment for services rendered by theVendor and accepted by the Bank at the sole discretion of the Bank in theevent of termination under clause 3.2.37.1, provided that the vendor is incompliance with its obligations till such date. However, no payment for “costsincurred, or irrevocably committed to, up to the effective date of suchtermination” will be admissible. There shall be no termination compensationpayable to the Vendor.3.2.38.4 Termination shall not absolve the liability of the Bank to make payments ofundisputed amounts to the Vendor for services rendered till the effective dateof termination. Termination shall be without prejudice to any other rights orremedies a party may be entitled to hereunder or at law and shall not affectany accrued rights or liabilities of either party nor the coming into force orcontinuation in force of any provision hereof which is expressly intended toStrictly Confidential Main Document Page 66

RFP for TSCB Core Banking ProjectTender #:come into force or continue in force on or after such termination.4. Responses to RFP(Submission of Bids)The submissions need to be made at the address given below, on or before July2 nd , 2012 14:00 hrs (Indian Standard Time) as per the schedule. All envelopesshould be securely sealed and stamped. The authorized signatories of the Vendorshould initial on all pages of the technical and commercial proposals. Appendix 3Form A 01 – Technical Offer Index can be used as a checklist to ensure that theminimum required details are submitted.The competitive bids shall be submitted in three parts viz. Eligilibility Bid,Technical Bid and Commercial Bid.Eligilibility, Technical and Commercial Bids shall be submitted in three separatesealed sub-envelopes superscribing ; “ELIGIBILITY BID FOR Tripura State CooperativeBank ltd. TENDER REFERENCE NO. SUBMITTED BY ….. ON…..ATAgartala,” on top of the sub-envelope containing the eligibility bid,“TECHNICAL BID FOR Tripura State Co-oprative bank Limited CBSPROJECT TENDER REFERENCE NO. SUBMITTED BY ….. ON…..AT AgartalaDUE DATE 2 nd July- 2012” on top of the sub-envelope containing the technicalbid and“COMMERCIAL BID FOR Tripura State Co-oprative bank Limited CBSPROJECT TENDER REFERENCE NO. SUBMITTED BY ….. ON…..AT Agartala,DUE DATE 2 nd July- 2012” on top of the sub-envelope containing commercialbid.These three separate sealed sub-envelopes should be put together in anothersealed master envelope super scribing BID for Tripura State Co-operative BankLtd. CBS PROJECT TENDER REFERENCE NO. SUBMITTED BY ….. ON…..ATAgartala, DUE DATE 2 nd July- 2012”The response should be organized and submitted in the following manner:Bid ValueBidders who will download the bid needs to submit the “Bid Value” in a separateenvelope identified as ‘Bid Value’ during technical submission. This envelope wouldform a part of the overall bid document.Eligilibility Bidi. Table of Contents (list of documents enclosed)ii. 1 copy of the Appendix 4.iii. Other required credentials and documents with pages properly numbered. Thetechnical proposal should be bound in such a way that the sections of theproposal could be removed and separated easily;iv. 1 compact disk (CD) containing the soft copy should be providedv. The signed copy of the RFP and subsequent addendumsvi. The Bid security.vii. The application money.Strictly Confidential Main Document Page 67

RFP for TSCB Core Banking ProjectTender #:Technical BidTable of Contents (list of documents enclosed)1 copy of the technical proposal with pages properly numbered. The technical proposalshould be bound in such a way that the sections of the proposal could be removedand separated easily;1 compact disk (CD) containing the soft copy of technical proposal should be providedA masked copy of the entire price bid (Appendix 3 Form B01) after masking the prices(i.e without mentioning any price) should accompany the technical proposal. Thesolutioning details like make/model/configuration/quantity etc must be detailed.Commercial BidTable of contents(list of documents enclosed)1 hard copy of the commercial proposal. Filled in (i.e with prices) Appendix 1 FormBO1 and Appendix 1 Form B02.1 compact disk (CD) containing the soft copy of the commercial proposal.Please note that if any envelope is found to contain both technical and commercialoffer, then that offer will be rejected outright.The Vendor should certify that the contents of the CD’s are the same as that providedby way of hard copy. Letter format given in Annexure 10. In the event of adiscrepancy, details provided in the hard copy will be true.4.1 Contact Details for Responding to the Proposal4.1.1 Postal AddressTripura State Co-operative Bank Ltd.Ist Floor, Amulya MarketAmulya Market, AgartalaTripura – 799001Contact Person – Managing DirectorTel – + 9436503910, Fax No. - + 0381-232-3144Email – tripurascbltd@gmail.com /tripurastatecooperativebank@rediffmail.com4.1.1.1 The bids (arranged as mentioned above) are to be dropped into the TenderBox kept at the address mentioned above, (1 st Floor) before the due date &time. The bid submitted anywhere else is liable to be rejected.4.1.1.2 The size of the envelope should be limited to 40cmx30cmx7cm. The biddermay submit multiple packets with proper sequencing.4.1.2 RFP CoordinatorThe Bank shall establish a RFP Coordinator to provide a venue for managingVendor relationships and technical requirements through the Bank decisionmakingbody for contract clarifications. The Vendor relationship manager willalso enlist assistance as needed from members of various departments withinthe Bank.The Bank reserve the right to modify or eliminate the role of RFP coordinatoror to establish any other contract governance committee or organization thatStrictly Confidential Main Document Page 68

RFP for TSCB Core Banking ProjectTender #:it may deem necessary.4.1.2.1 RFP Contact PersonsTHE GENERAL MANAGER, TRIPURA STATE COOPERATIVE BANK LTD(0) 9436462318Email – tripurascbltd@gmail.com4.2 Proposal FormatThe Vendor’s proposal must effectively communicate their solution and beformatted in the specified formats in order for the Bank to assess thealternatives. Therefore, proposals must be submitted with the followingsections:4.2.1 Technical Bid4.2.1.1 Executive SummaryThe Executive Summary should be limited to a maximum of five pages andshould summarize the content of the response. The Executive Summaryshould initially provide an overview of Vendor's organization and position withregards to software and professional services in Banking Sector. A summaryof the Vendor's products and services that will be provided as a part of thisprocurement should follow. A brief description of the unique qualifications ofthe Vendor should then be provided followed by a summary on capabilitiessuch as resources and past experience of implementing such products.Information provided in the Executive Summary is to be presented in a clearand concise manner.4.2.1.2 Consortium DetailsIn case the offer is a consortium bid, the proposal must contain a briefdescription of the consortium Vendors as per Appendix 3 Form A 03 alongwith the bidder. A summary of the activities of each Vendor and the relevantexpertise needs to be demonstrated along with the necessary responsibilities.4.2.1.3 Functional and Technical Requirements4.2.1.3.1 The System Features Section of the Vendor’s proposal must consist of aresponse to the functional as well as the technical requirements. The Vendorshould clearly communicate how the proposed system will address thefunctional requirements defined in Appendix 1 of this RFP. The Vendor’sresponse must explain the technical specifications, with regard to theApplication architecture, communication and network requirements, serverand client computer specifications, DC and DRC requirements, businesscontinuity planning requirements and security features offered;4.2.1.3.2 The System Features Section should also include the Vendor’s descriptiveresponse to the attached questions in order to further clarify the system’sfunctional and technical capabilities;4.2.1.3.3 Other areas that need to be elaborated are:• Interfacing and data migration methodology;• Conversion methodology;• Implementation plan & methodology;Strictly Confidential Main Document Page 69

RFP for TSCB Core Banking ProjectTender #:• Facilitation of process reengineering to suit the product workflows;• Facilitation of preparation of Procedure Manuals;• Training including technical, administration and end user;• Time frames and milestones;• Entire facilities management process; and• Deliverables linked to milestones.• System Integration4.2.1.3.4 The Facilities Management Section of the Vendor’s proposal should addressthe operational requirements of this RFP as per Appendix 3 Form A 07. TheVendor should clearly communicate how the proposed system will address therequired planning, design and implementation, as well as the supportservices. The Vendor’s response must also address the operationalrequirements for the maintenance, repair and enhancement of the systems &infrastructure maintained;4.2.1.3.5 For each requirement listed in Appendix 1, the Vendor must provide aresponse as to how their solution meets the requirement and indicate howand by when they comply with the requirement. Vendors should organizeresponses to explicitly stated requirements so that they are brief andunderstandable to the reader. To facilitate the evaluation process, for eachrequirement listed in Appendix 1, the Vendor must provide a score between 0to 5 and describe through comments how their solution meets therequirement;4.2.1.3.6 Please note that the Vendor Score is to be entered in the “Vendor Score”column. Vendors must organize responses in the given format, any otherresponse will be considered as “Not Available”;4.2.1.3.7 Elaborate brochures or other presentations beyond what is sufficient topresent a complete and effective proposal are not desired. If the proposaldoes include brochures and other promotional material, this material must beplaced in an attachment. When responding to requirements, the Vendor isrequired to supplement any declarative statements with a specific descriptionor discussion of how that requirement is satisfied. Vendor proposals thatinclude only declarative statements may be at a disadvantage in comparisonto those proposals that are more specific and descriptive in nature.4.2.1.3.8 The Technical offer (“T.O”) should be complete in all respects and contain allinformation asked for, except prices. The T.O. should include all items askedfor in Appendix 1 & 2 of this document. The technical offer should not containany price information. The T.O. should indicate that all products and servicesasked for are quoted for in the Commercial Offer.The Technical offer must be made in a structured and neat manner. Brochures / leafletsetc. should not be submitted in loose form. The suggested format forsubmission of technical offer is as follows:4.2.1.3.9 Covering letter as per Appendix 3 Form A 02;4.2.1.3.10 Consortium Details as per Appendix 3 Form A 03;4.2.1.3.11 Authorization to the Vendor to Bid on behalf of consortium members;4.2.1.3.12 Functional Requirements specifications as given in Appendix 1;4.2.1.3.13 Technical Requirement as per Appendix 2;Strictly Confidential Main Document Page 70

RFP for TSCB Core Banking ProjectTender #:4.2.1.3.14 Descriptive explanation as per Appendix 3 Form A 05;4.2.1.3.15 Detailed Work Plan (Project Plan) and Personal schedule for all the areas asmentioned in Section 2.3 “Project Scope”, Section 6 “Detailed Requirements”and Section 2.4 “Project Timelines” of this document as per Appendix 3 FromA 06. A PERT chart providing the split up of the project work and scheduleddate of commencement of delivery and completion of the project should alsobe provided;4.2.1.3.16 Copy of Price Bid without commercials as per Appendix 3 Form B 01 –Commercial Bid Details;4.2.1.3.17 Copy of Bill of Materials without commercials as per Appendix 3 Form B 02 –Technical Bid – Bill of Materials (Masked Price Bid) and detailed Bill ofMaterial;4.2.1.3.18 Facilities Management details as per Appendix 3 Form A 07;4.2.1.3.19 Proposed Methodology for delivering each area of scope as mentioned inSection 2.3 and Section 6 of this document;4.2.1.3.20 Manufacturer’s Details as per Appendix 3 Form A 08;4.2.1.3.21 Manufacturers’ Authorization Forms for all the original manufacturers as perAppendix 3 Form A 09;4.2.1.3.22 Description of Manufacturers’ manufacturing, production, inspection, testingfacilities and its locations;4.2.1.3.23 Product Benchmark Certificates and secure product report;4.2.1.3.24 Established Service Centre location details as per Appendix 3 Form A 10;4.2.1.3.25 Queries in the format as given in Appendix 3 Form A11;4.2.1.3.26 Detailed Features & Specifications of the proposed Solutions;4.2.1.3.27 Annexure 10 Conformity with Hardcopy Letter4.2.1.3.28 Annexure 11 Conformity Letter4.2.1.3.29 Annexure 12 Letter from Hardware OEM4.2.2 Commercial OfferThe Commercial Offer (‘C.O’) should give all relevant price information andshould not contradict the T.O. in any manner.The Commercial offer must not contradict the technical offer in any way.There should be no hidden costs for items quoted. The offer must be made inIndian Rupees only and the offer should include all applicable taxes and othercharges, if any. The suggested format for submission of Commercial offer isas follows:Commercial Offer Detailed Appendix 3 Form B 01Commercial Bid - Bill of Material for the entire solution. Appendix 3 Form B 02The priced Bill of Material, Appendix 3 Form B 02 should match with the masked Bill ofMaterial, Appendix 3 Form B 02 submitted in the Technical Bid.The consolidated prices given in the priced Bill of Material, Appendix 3 Form B 02 shouldmatch with the prices mentioned in Appendix 3 Form B01.Strictly Confidential Main Document Page 71

RFP for TSCB Core Banking ProjectTender #:5 Evaluation Methodology5.1 IntroductionThe evaluation methodology will be a two-stage process.The stages are:1) Functional & Technical Evaluation2) Commercial EvaluationThe evaluation will be done on a total score of 1000.Table # 16Sr.NoFunctional&Technical EvaluationPhase1 Credential Strengths 852 Functional featuresevaluation3 Technical featuresevaluationSubScores700215TotalScoreTotal 10005.2 Evaluation Methodology –The objective of evolving this evaluation methodology is to facilitate theselection of the most cost-effective solution (Total Cost of Ownership)over a 5-year period that appropriately meets the requirements of theBank identified in this RFP, which include the software, infrastructure,and facilities management requirements.The technical evaluation would involve the following major areas:5.2.1 Credential StrengthsTABLE # 17Credential StrengthsHas been involved as a System Integrator for CoreBanking in a Scheduled Bank in IndiaHas been involved as a System Integrator for CoreBanking in a Cooperative BankThe proposed Core Banking Application is live in -a. Co-operative Bank/State Co-operative Bank 30b. Public Sector Bank/Private Sector Bank 25Total 85SubScores2010Strictly Confidential Main Document Page 72

RFP for TSCB Core Banking ProjectTender #:5.2.2 Functional Features Evaluation5.2.2.1 Product Demonstration ScoringThe Bank would request the short listed Vendors to present anddemonstrate the solution proposed. Further the Bank officials and itsconsultants would visit reference sites provided by the Vendor for CBS,DC & DRC and network and facilities management if deemed necessary.The Bank at its discretion may reject the proposal of the Vendor, withoutgiving any reason whatsoever, if in the Bank opinion the Vendor couldnot present or demonstrate the proposed solution as described in theproposal or in case the responses received from the site visited werenegative.During the Product Demonstration, Bank would be evaluating the Vendoron the functionality of the products being proposed by the Vendor.Based on the questionnaire formulated by the Bank, Vendor will beevaluated on each of the areas given below:Table # 18Functional AreaA. Core BankingGeneral Banking (IncludingGeneral Ledger, Collection &Payment services, Lockersystem)Score160Deposits & Remittances 160Loans, Advances, Kisan Credit 160Card, Micro Finance, RuralAgricultural and SME financingShares module 90Delivery Channels (ATM & FI) 75B. Other Solutions part of CBSrevise FI requiredAnti-Money Laundering 15ALM System 15Fixed Assets 25Total 700Scores will be weighted averaged to the respective scores mentionedabove for the Product Demonstration.5.2.3 Technical Evaluation ScoringFor the Technical RFP, Bank will provide the scores for the followingareas:Strictly Confidential Main Document Page 73

RFP for TSCB Core Banking ProjectTender #:TABLE # 19Technical EvaluationScorea. Technical SolutionNetwork 25Server & Storage 25Firewall 15IPS 15EMS 15DC – Hosting 30b. Approach & MethodologyImplementation Methodology mentionedin Technical Bid30Facilities Management description offeredfor this project30People profile 30Total 215Scores will be weighted averaged to the respective scores for the TechnicalRFP.5.2.4 Based on the total scores achieved for Product Demonstration andTechnical RFP, the Vendors will be ranked according to their scores with theVendor having the highest score being “T1”, followed by the other Vendors.5.3 Short ListingThe Vendor needs to achieve a cut – off score of 750 marks in the ProductDemo & Technical RFP to be qualified for commercial bid opening. Only thoseVendors who achieve the specified cut – off scores would be short-listed forcommercial bid evaluation. In case none of the vendors score a minimum of750 marks then the vendors who have achieved the top 2 scores will qualifyfor the commercial evaluation stage.5.4 Commercial BidThe financial bid would be evaluated based on the scores of the technicalevaluation stage and absolute prices quoted by the qualifying vendors.Based on the total score arrived in the Technical Bid, vendors will be rankedaccording to their scores with Technical 1 (‘T1’) as the Vendor having thehighest score followed by the respective Vendors.The bidder who scores second highest marks in Technical Bid will be termedas Technical2 (‘T2’) and his quote will be subjected to PRICE LOADING basedon the difference in marks scored by T1 over T2.The bidder who scores third highest marks in Technical Bid will be termed asTechnical3 (‘T3’) and his quote will be subjected to PRICE LOADING based onthe difference in marks scored by T1 over T3 and so on.Price Loading:The financial bid would be evaluated based on a “Total Cost of Ownership”(‘TCO’) basis. The key considerations of the TCO would be the total payoutsStrictly Confidential Main Document Page 74

RFP for TSCB Core Banking ProjectTender #:for the selected model, including the Application, infrastructure & facilitiesmanagement costs, discounted at 9% p.a. to arrive at the present value ofthe future cash flows.Difference of a score of every 20 marks between the T1 Vendor and otherVendors will attract 5% loading on price of the T2 and T3 vendors afterdiscounting future cash flows at 9% p.a. to arrive at the present value offuture cash flows for all qualified bidders.Difference of a score of every 10 marks between the T1 Vendor and otherVendors will attract 2.5% loading on price of the T2 and T3 vendors afterdiscounting future cash flows at 9% p.a. to arrive at the present value offuture cash flows for all qualified bidders. The amount quoted by T1 will bethe base for the loading. Examples given below show the price loadingexamples.The amount quoted by T1 will be the base for the loading. Examples givenbelow show the price loading examples.Example 1 -VendorScoreDifferencefrom T1ScoreDifferenceforloading% of Price LoadingT1 850 0 - -T2 827 23 20 Marks2.5 % * 2 = 5 % of T1Vendor present valueprice added to the T2vendor’s present valueprice2.5 % * 6 = 15 % ofT1 Vendor presentT3 790 60 60 Marks value price added tothe T3 vendor’spresent value priceT4 540Disqualified as does not meet minimum criteria of 750marksExample 2 -Vendor Score Differencefrom T1ScoreDifferenceforloading% of PriceLoadingT1 827 0 - -T2 822 5 - No price loadingT3 775 52 50 marks 2.5 % * 5 = 12.5% of T1 Vendorpresent valueprice added to theT3 vendor’spresent valueprice.If the difference in marks between T1 & T2, T1 & T3, T1 & T4 etc., is less thanStrictly Confidential Main Document Page 75

RFP for TSCB Core Banking ProjectTender #:or equal to 20 marks, price loading will not be done for such quotes.The bidder whose Notional Price is the least among all the biddersafter the price loading as mentioned above will be the L1 vendor.The Price Loading as mentioned above is purely notional to arrive at the L1vendor. Payments will be made on the basis of the costs quoted in the pricebid and bill of material.In case of a tie in the commercial evaluation stage, Bank decision will be finaland will be based on marks scored in the technical bid evaluation only.In case of a tie in the technical evaluation stage for T1 vendor, the pricesquoted by the lower of the two T1s’ will be considered for the price loadingand notional comparison of prices.5.4.1 Additional Considerations(part of TCO without explicit score) for evaluating thecommercial bid:5.4.1.1 Training: 4 additional training batches with 25 persons per batch will beconsidered for the ‘core team training’ for understanding the solution andparameterisation requirements and two additional batches with 25 persons intwo batches for ‘train the trainers training’. 10 additional batches with 25persons per batch will be considered for ‘end user training’. Per Person perman-day cost for 50 man-days for other training also has to be quoted.5.4.1.2 Customisation: 150 man days of effort will be taken to calculate the additionalcustomisation effort for commercial evaluation. 5.4.1.3 Help Desk: 9Agents working for a shift of 24*7 hours each for 365 days for pilot plus 5years for Help Desk & 5 Agents working for a shift of 8 hours each for 365days for pilot plus 5 years for would be considered for the commercialevaluation. Actual number of agents and actual number of shifts will bedecided later based on the rates provided here.5.4.1.4 Besides a per branch license cost for CBS , the Vendors should also quote anenterprise wide license cost for CBS. The enterprise wide license cost for CBSwill not be considered for TCO. At a later date if the Bank decide to procure anenterprise wide license, then the cost paid for a branch wise license will bededucted.Strictly Confidential Main Document Page 76

RFP for TSCB Core Banking ProjectTender #:6 Detailed Requirements6.1 Deployment of a CBS & Other Third Party ApplicationsThis section details the requirements of the CBS, and the various processesexpected in the implementation cycle.The Bank want to deploy a core banking solution at their 57 locations whichinclude branches, Head Office and other offices. The CBS should provide thefunctionality as mentioned in Appendix 1 – Functional RFP and covers the broadfunctionality of Retail, Corporate and.The Bank also wants to implement various other Applications as mentioned inSection 2 of the tender document. The Vendor shall provide the softwaresolution in accordance with the provisions of Appendix 1 – Functional RFPhereto;• Provide the necessary hardware, infrastructure and the Application systemnecessary for the Application;• Build the interfaces with the relevant Application systems for automaticallyuploading / downloading of data;• Maintain and support the solution.• Perform a detailed current state assessment to gain understanding of theprocedures and practises adopted by the Bank.• Provide core team and end user training to the identified team.• Implement the solution as per the defined timelines.• Parameterise the solution in accordance with the Bank requirements,Policies and practises followed.• Assess the gaps between the Application and the practises and proceduresfollowed by the Bank during all stages of implementation (i.e. currentsystem study, training, parameterisation, implementation and roll out) andsuggest acceptable workarounds to bridge gaps and identify areas ofcustomisations, modifications and enhancements.• Document, track and resolve gaps observed in the Application from time totime.• Provide and implement customisations, modifications and enhancementsas per changes in any government policies, rules and regulations andchanges in reporting requirements at no extra cost to the Bank through outthe life of the solutions.• Carry out necessary customisations, modifications and enhancements tothe Application to suite the Bank requirements.• Perform version migrations and updates during the period of the contract.• Perform daily maintenance activities like day – end, month end, quarterends, and year ends, uploads, downloads trouble shooting, problemresolution, servicing and maintenance etc.• Migrate data, scanned photographs & signatures from the legacy systems• Update the data which is converted by the Bank from manual to inelectronic format and into the new ApplicationStrictly Confidential Main Document Page 77

RFP for TSCB Core Banking ProjectTender #:The CBS should interface with the other systems being used by the Bank likeTotal Branch Automation (TBA) systems in non-CBS branches, Inter BranchReconciliation,lamps/pacs ETC..The complete list of systems the CBS needs to interface with is mentioned inAnnexure 03 Interface Requirements.The vendor will have to size the SAN storage capacity based on the number ofaccounts in the CBS application and all the other applications involved withinthe scope of this RFP. The SAN storage should be factored both for both the DCand the DR based on the above derivations. The SAN storage controllerutilization should not exceed 70% and the disk array utilization should not bemore than 70% in any of the instances and any given point in time.. In case theabove requirement is not met, the additional hardware would have to beprovided by the Vendor at no further cost to the Bank. If the individualsolutions suggested by the Vendors necessitate additional capacity, then theVendor would need to provide accordingly to meet the RFP and SLArequirements..6.1.1 Systems Specifications Requirement Study6.1.1.1 The Vendor will conduct a detailed systems requirements study and provide aFunctional Requirements Specification Manual (“FRSM”) relating to thefunctionalities as required to support the various products and servicesoffered by the Bank / to be offered by the Bank in the near future asresponded by the Vendor in Appendix 1. The FRSM must also include all theareas where the Vendor is suggesting a work-around. If the work-aroundinvolves re-alignment of a business process the re-aligned process should beincluded in the FRSM. The FRSM should include the standard operatingprocedure proposed for the re-aligned process. The Vendor is expected toassist the Bank in aligning the business requirements with the Application soas to enable centralisation of desired business process, eliminate redundantand duplicate processes, increase operational efficiency and improve customerservice. Vendor is expected to prepare detailed documentation, presentation,workflows for the business processes affected due to implementation of CBSand other Applications implemented by the Vendor.The Vendor is also expected to provide suitable Business Continuity proceduresapplicable to its solution in case the solution is unavailable. These proceduresshould ensure that the customers of the Bank are not denied banking servicesdue to the solution being unavailable to the RRB users.6.1.1.2 The Vendor shall provide the FRSM to the Bank for review and comment andany comments or suggestions of Bank will be incorporated therein.6.1.1.3 The Bank will identify the functional heads for each process who would beresponsible for the review, comments and sign – off of the FRSM.6.1.1.4 The FRSM will deem to be completed when signed – off from the Bank.Strictly Confidential Main Document Page 78

RFP for TSCB Core Banking ProjectTender #:6.1.2 Gap Identification and Resolution6.1.2.1 The Vendor will be responsible for gap identification and resolution so as to:6.1.2.1.1 Provide all functionalities as mentioned in the functional, technical RFP; and6.1.2.1.2 Provide all functionalities as mentioned in the FRSM.6.1.2.2 The Vendor will provide the Bank with the gap identification report along withthe necessary solutions to overcome the gaps and the time frames.6.1.2.3 The Vendor will ensure that all gaps identified at the time of system testingwill be immediately resolved.6.1.2.4 The Vendor will ensure that gaps pointed out by the audit and inspectionteam, statutory and regulatory bodies, or any other third party agencyengaged by the Bank will be immediately resolved.6.1.2.5 The Vendor shall resolve gaps by proposing a suitable work around orcustomizing the proposed solution by way of modifications / enhancements,as necessary, to the proposed software solution.6.1.2.6 The Vendor 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 phaseof customisation process.6.1.2.7 The Vendor shall provide for all subsequent changes to reports as suggestedby the statutory and regulatory bodies from time to time immediately to theBank at no additional cost to the Bank.6.1.2.8 The Vendor shall provide for a flexible report writer utility and train the Bankpersonnel in using the same.6.1.2.9 The Vendor will give adequate time to the Bank for reviewing the gap report.6.1.2.10 The Vendor will incorporate all the suggestions made by the Bank to the gapreport.6.1.2.11 The Vendor will ensure that they have the necessary infrastructure and peoplein place to resolve all the gaps within the time lines agreed, for theimplementation and roll out.6.1.2.12 The cost of all customisations as mentioned above is required to be includedin the Price Bid and the Bank will not make any additional costs for such efforttill all the 1064 locations are live. While costing the customisation effortrequired, the Vendor should exclude the effort required from the Bank side.6.1.3 Data Migration6.1.3.1 The Vendor will be responsible for successful data migration from the legacysystems and other electronic data which is converted from the manual ledgersto the new environment.6.1.3.2 The Vendor will be responsible for formulating the “Data Migration Strategy”and process documents which will have to be reviewed and signed – off by theBank prior to commencement of the data migration exercise. The Bank willprovide the available data as existing formats from its legacy systems TheCBS Vendor would need to factor all effort to liaise, interact, develop tools,correspond, etc. with the legacy Vendors to obtain the data as desired by theCBS solution.Strictly Confidential Main Document Page 79

RFP for TSCB Core Banking ProjectTender #:6.1.3.3 The Vendor will take not more than 7 working days from date of order toprepare the “Data Migration Strategy” and process documents.6.1.3.4 The Vendor will give the Bank adequate time of atleast 7 working days toreview and sign – off the Data Migration Strategy and process documents.6.1.3.5 All comments and suggestions of the Bank must be incorporated in the datamigration strategy and process documents before obtaining sign – off.6.1.3.6 The Bank may associate its personnel proficient in the legacy systems forassistance during the data migration exercise.6.1.3.7 For this purpose adequate training would need to be imparted by the Vendorto the Bank personnel for the same.6.1.3.8 In the event of any gaps in the field mapping reports the same would bediscussed with the Bank and the agreed solution would be documented by theVendor and signed off from the Bank. The Vendor would give the Bankadequate time for the review of the agreed solution and incorporate themodifications as suggested by the Bank The Vendor shall ensure thatworkarounds or default values moved to the production Database as a resultof gaps in the field mapping are duly taken care of after successful migrationto CBS and the Bank officials are informed of the same in writing.6.1.3.9 It will be the responsibility of the Vendor to ensure complete validation for alldata migrated from the legacy systems and other electronically converteddata to the new Application.6.1.3.10 The Vendor will be responsible to massage the data as per the software /upload format required by the solution.It will be the responsibility of the Vendor to convey to the Bank, at least 60 days inadvance from the date of migration, all the mandatory fields required for thefunctioning of the proposed Applications that are not available in the legacysystems and that needs to be obtained by the Bank.6.1.3.11 In the event the Bank are unable to obtain all the mandatory fields asconveyed by the Vendor; the Vendor shall suggest the most suitableworkaround to the Bank. The Vendor shall document the suggestedworkaround and sign-off will be obtained from the Bank for the suggestedworkaround.6.1.3.12 The Vendor will be responsible for development of data entry programs /Applications with appropriate validations/checks that may be required for thepurpose of data migration in order to capture data available with / obtainedby the Bank in non – electronic format. These programs / Applications shouldbe made available to the Bank at least 30 days in advance from the date ofmigration.6.1.3.13 The Vendor will conduct training for the Branch personnel or any other thirdparty data entry agencies during the time of data entry.6.1.3.14 The Vendor will be responsible for uploading the data entered by the Bankthrough the manual data entry screens, programs / Applications.6.1.3.15 The Vendor shall ensure that sufficient training is imparted to the datamigration team of the Bank with regards to but not limited to CBS datastructure, field mapping requirements, field validations, default values andgaps in field mapping reports.6.1.3.16 The Vendor shall develop the data conversion programs to convert Bank datato CBS upload format. The Vendor shall perform mock data migration tests toStrictly Confidential Main Document Page 80

RFP for TSCB Core Banking ProjectTender #:validate the conversion programs.6.1.3.17 The Vendor will be responsible for assisting the Bank in conducting theacceptance testing and in verifying the completeness and accuracy of the datamigrated from the legacy Applications to the proposed systems.6.1.3.18 The Bank or its consultants may, at its will, verify the test results provided bythe Vendor.6.1.3.19 The Bank reserve the right “to audit” / “appoint an external auditor to audit”the process of data migration and / or the completeness and accuracy of thedata migrated during the entire exercise of data migrations.6.1.3.20 Any gaps / discrepancy observed will be reported in writing to the Vendor,who will act upon it and resolve the same immediately or within 5 workingdays from the day of reporting the same.6.1.3.21 The Vendor will be responsible for obtaining the data from the branches forthe purpose of migration.6.1.3.22 The Vendor will be responsible to develop control reports for verification of thedata both before and after migration.6.1.4 Interfaces6.1.4.1 The Vendor will be responsible for identifying the detailed interfacerequirements for integrating the proposed packages to the systems asmentioned in Annexure 03 and for all other functionalities as mentioned inthis RFP.6.1.4.2 The Vendor will prepare the System Integration document and present it tothe Bank for review.6.1.4.3 The Vendor will give the Bank adequate time to review the interfacerequirements.6.1.4.4 Any suggestions from the Bank will have to be included by the Vendor.6.1.4.5 The Vendor will be responsible for developing, testing and maintaining theinterfaces. In case of any subsequent change, modification or alteration to theBank existing Application software packages, the Bank will obtain the API forsuch existing Application and provide the same to the Vendor for interface.6.1.4.6 The Vendor must ensure that all interfaces are automated with minimalmanual intervention. All 3 rd party Applications proposed by the Vendors tomeet the functional requirements of the Bank should provide an on-lineinterface with the Core Banking Solution.6.1.4.7 The Vendor will ensure and incorporate all necessary security and controlfeatures within the Application, operating system, data base, etc. so as tomaintain integrity and confidentiality of data at all times.6.1.4.8 The Vendor will be responsible for setting up the test environment forinterface testing.6.1.4.9 The Vendor will help / assist the Bank in preparing the test cases for thetesting. Vendor shall ensure that the test cases meet all the testingrequirements of the Bank.6.1.4.10 All errors, bugs enhancements / modifications required during and aftertesting will be immediately resolved by the Vendor (maximum of 5 workingdays), and sign – off from the same will be obtained from the Bank. HoweverStrictly Confidential Main Document Page 81

RFP for TSCB Core Banking ProjectTender #:workaround solution should be provided on the same day, in respect of errorsand bugs affecting the functioning of the Bank.6.1.5 Training6.1.5.1 The Vendor will be responsible for training the Bank employees in the areas ofimplementation, operations, management, error handling, systemadministration etc. The vendor needs to provide a comprehensive trainingmethodology document and the training should at least cover the followingareas:• Functionality available in the solution• Customisation development• Parameterisation• Data Migration (data mapping, field validations, default values, gaps indata migration)• Impact Analysis• Auditing techniques• Advanced User Training• Advanced trouble shooting techniques• Deployment of various products / packages provided as part of thesolution• Techniques of generating various MIS / EIS reports from the solutionprovided• Development and deployment of new products using the proposedsolution• Using of all the auditing tools being provided• Developing new Audit Reports / Tools using the proposed solution.• Advanced training on the operating systems, Database systems andnetwork systems to be used by the proposed solution.• Training for Report Writer facility to create new reports and modifyexisting reports• System & Application Administration at branches6.1.5.2 The vendor needs to provide the number of people, minimum qualifications,experience and time frames for which the people will be required from theBank and the Bank will be responsible for identifying the appropriatepersonnel for all the training requirements.6.1.5.3 The Vendor will be responsible to train all users in the proposed branches asidentified by the Bank. There will be no limit on the number of theseemployees to be trained or the number and size of the batches to beconducted. The training will be held at the Bank respective branches or at thetraining centres, DOs or as required by the Bank.The Vendor is expected to conduct an Executive Awareness Program for thesenior level management team of the Bank for 3 days.The Vendor is expected to train 100 Bank personnel as a part of the CoreStrictly Confidential Main Document Page 82

RFP for TSCB Core Banking ProjectTender #:Team (implementation) in 4 batches. These batches should be heldsimultaneously, if required by the Bank.The Vendor is expected to train 50 Bank personnel for train the trainers. Thebatch size for train the trainers should be 25.6.1.5.4 The Vendor can use the Banks’ identified training centres and the ITinfrastructure available at the training centres for the purpose of training. TheBank expect the Vendor to set up the required solutions (including the clientdesktops) at the various training centres of the Bank for the purpose oftraining. The Bank shall not pay any additional amounts to the Vendor for thepurpose of creating the training environment at the Bank training centres.However, the Bank expect the core team training and train the trainerstraining to be conducted from the Vendor’s premises.6.1.5.5 The Vendor will be responsible to install the required Applications / systems,training server at DC and also ensure connectivity to the training server, forthe purpose of training at the training centres. There will be no cost payableby the Bank for the Application, Database and operating system softwareinstallation at such training sites. However, if the Vendor wants to quoteseparately for these components then it can be included as part of theCommercial Bid. The training hardware at the data centre should at aminimum support 100 concurrent users. The Bank expect the trainingenvironment to be available to the Bank at all times, for the purpose oftraining.6.1.5.6 The Vendor will impart training to all the Pilot branch end users on the CBSprior to the Branch going live. The Vendor must ensure that proficientpersonnel conduct the training at the respective training centres identified forthe same. The Vendor should ensure that the end user training is scheduledand completed at least a week prior to the branch going live.6.1.5.7 The Vendor will be responsible for providing the users with the requisitetraining material in both hard and soft copies at least for the core team /implementation training, technical training, end user training and train thetrainers. The onus of preparing the training material will be on the Vendor.6.1.5.8 The Vendor will be responsible for preparing, circulating and collecting trainingfeedback forms from the participants.6.1.5.9 The feedback forms will be prepared by the Vendors, reviewed and given tothe Bank. The changes, if any, suggested by the Bank or its consultants,should be incorporated and implemented by the Vendor.6.1.5.10 The Vendor will provide a detailed training methodology & schedule to theBank for review and sign – off prior to commencement of the training. Aproposed training schedule is given below in section 6.1.5.136.1.5.11 The Vendor will be responsible for providing on going training at definedintervals to the identified Bank personnel.6.1.5.12 The Vendor at no point should entrust the responsibility of training the usersto the Bank employees, however the Vendor can request for any assistancefrom the Bank employees to impart training to other users.6.1.5.13 The proposed training schedule is:Strictly Confidential Main Document Page 83

RFP for TSCB Core Banking ProjectTender #:Sl.No.Training Type No. ofTraineesFrequency1 End User Training All End users 15 Batches,in 57 with 15Locations= users per250 users batch, with1 Trainer3 Executive10 Once 3Awareness4 Core Team & 15 Once 15technical users5 Train the trainers 10 Once 56 Application6 Once 5Customisation ,Report Generation8 Shares 6 Once 412 Fixed Assets 10 Once 1013 Delivery Channels 10 Once 10like ATM and FIMin. No.of DaysperBatch66.1.5.14 The Vendor shall also impart training on 3 rd party products proposed to beimplemented with CBS.6.1.5.15 The Vendor will further provide advanced training to the Bank employees onutilizing the proposed Enterprise Management System in the most optimummanner. The training should be a combination of classroom as well as handsontraining.6.1.5.16 The Vendor is expected to train the Bank employees in deploying, operating,managing and trouble shooting the various physical, environmental andsecurity controls implemented at the DC & DRC. The training should be acombination of classroom and hands-on training.6.1.5.17 The Bank expect the Vendor to provide a detailed training schedule for theBank IT Personnel and then provide training in:• System Administration;• DC Management;• Server Management;• Database Management;• Operating System Management;• Application Management;• Vendor Management;• Technology Operations Management;• Desktop Management;Strictly Confidential Main Document Page 84

RFP for TSCB Core Banking ProjectTender #:• Peripheral management;• LAN Management;• User Management;• Security Management;• Backup & Recovery Operation & management;• Help Desk Management;• Antivirus Management• Electrical & Power Management;• Disaster Recovery Centre Management; and• Disaster Recovery Operations Management.6.1.5.18 The Bank further expects its personnel to be trained for performing:Application Help Desk OperationsTraining should be a combination of classroom and hands-on training.6.1.5.19 The Vendor will be expected to deliver to the Bank for each installation site,one (1) physical copy for each batch and one (1) electronic copy ofdocumentation for each of the deliverables and online context-sensitive helpmodule included in the software to enable the Bank personnel to use andunderstand the operations of the deliverables. The Bank may make additionalcopies of the Bank- specific Documentation for their internal use.6.1.5.20 The vendor must provide training manuals (in hard copy) for every batch ofend user trainings.6.1.5.21 The Core Team training should be held from the Vendor’s in-house trainingset-up. For the end-user trainings, the Bank will provide the traininginfrastructure.6.1.6 Testing6.1.6.1 The Bank propose to conduct a “User Acceptance Test” (“UAT”) testing for thepurpose of ensuring that all the functionality requested for by the Bank areavailable and is functioning accurately. The UAT would be carried out for theCBS, and all other third party software being offered by the Vendor.6.1.6.2 The Vendor will convey to the Bank that all the customisations that arerequired to “Go Live”, as agreed upon and signed off by the Bank arecompleted and the solution is ready for testing.6.1.6.3 The Vendor will set up a test server, to accommodate a minimum of 50concurrent users, which shall support simultaneous data migration testing andinstall the Applications including the customisations, parameterise it as perBank requirement and upload live data of a sample branch in the test server.The Bank expect the test environment to be available to the Bank at all times,for the purpose of testing. The Vendor is expected to provide for the requisitetest and development infrastructure including hardware, software, operatingsystem and Database for all Applications including any 3 rd party solutionsbeing offered by the Vendor. The Bank expect the Vendor to set up therequired solutions (including the client desktops) and provide connectivity totest server at DC at the desired testing centre of the Bank for the purpose oftesting. The Bank shall not pay any additional amounts to the Vendor for thepurpose of creating the test environment.Strictly Confidential Main Document Page 85

RFP for TSCB Core Banking ProjectTender #:6.1.6.4 The Vendor will install client version of the solution on the PCs’ provided bythe Bank. It will be the Vendor’s responsibility to establish connectivity ofthese test PCs to the Test server for facilitating UAT.6.1.6.5 The Vendor will assist the Bank in preparing test cases including test data.6.1.6.6 The Vendor will assist the Bank in conducting all the tests and analysing /comparing the results. Vendor shall provide 5 full time resources conversantin all business areas, for trouble-shooting during the entire UAT process.6.1.6.7 Any deviations / discrepancies / errors observed during the testing phase willbe formally reported to the Vendor and the Vendor will have to resolve themimmediately or within 2 working days.6.1.6.8 The Vendor will be responsible for maintaining appropriate program changecontrol and version control for all the modifications / enhancements carriedout during the implementation / testing phases.6.1.6.9 The Vendor will be responsible for providing and updating system & userdocumentation as per the modifications.6.1.7 Pilot ImplementationThe Pilot implementation will consist of implementing the proposed CBS andother proposed 3 rd party applications in the identified branches as mentionedin Annexure 02.6.1.7.1 The Vendor will be responsible for setting up the live server at the DC. TheVendor will also set-up the server at the DRC.6.1.7.2 The Vendor will be responsible for installing the Applications with all thecustomisations as tested in Section 6.1.6 of this document.6.1.7.3 The Vendor will set all the parameters in the Applications as accepted in thetest environment. The Vendor shall be responsible for accuracy of theparameters set according to business needs of the Bank.6.1.7.4 The Vendor will be responsible to migrate the branch data as explained inSection 6.1.3 of this document.6.1.7.5 The Vendor will be responsible for ensuring that all the client software isinstalled at the branch computers.6.1.7.6 The Vendor will be responsible for imparting the required training to thebranch personnel as mentioned in Section 6.1.5 of this document prior toimplementation.6.1.7.7 The Vendor is required to be present at each of the branches under migrationfor at least the first two-working weeks after the branch has been migrated tothe proposed solution for handholding, trouble shooting and hands-ontraining. Minimum 2 Vendor personnel are required to be present on – site,conversant in all business areas of that branch.6.1.7.8 The Vendor will assist the Bank in testing the reports generated using theproposed Application with those generated by the old system during theparallel run. The Vendor personnel will investigate any differences observed inthe report generated using legacy system as compared to the reportgenerated from the CBS and initiate corrective action.6.1.7.9 The Vendor will assist the Bank in deciding when to discontinue the parallelrun.Strictly Confidential Main Document Page 86

RFP for TSCB Core Banking ProjectTender #:6.1.7.10 The vendor will also be responsible for implementing the other 3 rd partyapplications proposed as part of this RFP in 8 branches decided by the Bankfor pilot implementation.6.1.7.11 Branch Pilot implementation phase will be deemed complete once the Vendorhas obtained a sign-off for implementation at all the Pilot branches from theBank. The branch will need to run successfully for a period of at least 15working days before signing – off on Pilot implementation.6.1.7.12 In the event of any deviations / discrepancies / errors observed at the Pilotbranches, the sign off will only be given by the Bank once the deviations /discrepancies / errors reported by the branch have been successfully rectifiedby the Vendor.6.1.7.13 The Vendor shall depute relevant personnel to attend and resolve the branchproblems immediately (maximum of 2 working days).6.1.8 Roll out6.1.8.1 Post completion of pilot phase, the Bank expects the vendor to roll out theapplications in the balance branches. The scope of the roll out phase is sameas the pilot phase.6.1.9 Collection/Payment ServicesThe Vendor shall ensure that the CBS shall have the capability to directlyinterface with such new Applications as may be used by the Bank from time totime. Also the CBS solution must provide for such functional features, detailedin Appendix 1.6.1.10 Audit ToolsThe Vendor is expected to provide various audit tools for auditing all thecomponents proposed by the Vendor as part of the solution. These shouldinclude:• Tools for Auditing Operating Systems• Tools for Auditing Database Systems• Tools for Auditing the Application SystemsThe Vendor is expected to develop Application audit tools (for exampleidentifying income leakages, non compliance to policies and procedures, etc.),as requested by the Bank internal auditors/departments from time to time,within the contract period.6.1.11 Consolidation from Non-CBS BranchesThe Vendor is expected to build the required interfaces to the legacy branchsystems. At an interval specified by the Bank (daily, weekly, etc.) thespecified branches would upload data to the CBS. This data should be used forconsolidating the region wise / Bank wise General Ledger and also forgenerating various MIS Reports.Strictly Confidential Main Document Page 87

RFP for TSCB Core Banking ProjectTender #:6.2 Wide Area Network (Bank Wide Corporate Network)6.2.1 Design & Deploy a wide area network to connect the Bank, Branches, headoffice and the Data Center and Disaster Recovery centre through Point toPoint Network thereby also connecting the DC and the DRC through a point topoint link. All the Bank and their office locations should be connected usingMPLS and VSAT Network. The Network and security components will behosted at data centers. The SI needs to obtain the various permissions fromthe necessary agencies and liaise with the various service providers forobtaining the necessary clearances and infrastructure for the WAN. The keyconsiderations are -• To ensure confidentiality, integrity, availability of data at all times for thenetworked branches.• To ensure throughput for all the network branches and other locations.• It should be a cost effective solution without compromising quality of thecomponents.• It should meet the SCB/RBI/NABARD guidelines• To ensure availability and reliability of the network.• To integrate with third party networks like RTGS, ATM etc. and ensuresecurity and confidentiality of data.• Branches on MPLS VPN Network - The Antivirus, Patch management, EMSpolling distribution servers will be located at the DC location. For anyAntivirus updation, Patch updation, and EMS polling traffic at branches,should take update from the distribution servers located in the DC andthrough the DRC in the event of a failure in the DC. This updates should beconfigured as a batch process and scheduled for only the off peak hours• Branches on MPLS VPN Network - CBS traffic will directly flow frombranches to DC and DRC using MPLS Cloud.• Size, supply, implement & maintain the Wide Area Network (WAN) andsecurity devices for the Bank Data Centers, and Branches. The Bankintends to network all the branches along with DC, the DRC, HO and otheroffices in a phased manner. The Vendor shall start the next phase as soonas the previous phase is completed. The Network and security deviceshould be hosted at Data Center and Disaster Recovery Center. TheMinimum specification of Network and Security components and datahosting centers should be in line with the Specifications mentioned inAnnexure 07.6.2.2 The network should have the capability of expanding to other officelocations of BANK in due course. The network link (WAN links) to theBanks build data centre and other locations should be scalable.6.2.3 The SI is expected to design, supply, implement & maintain the Wide AreaNetwork (WAN) infrastructure consisting of security components details forwhich have been mentioned in ‘Network Security’ section below.6.2.4 The SI shall provide for management of the entire BWCN, including managingStrictly Confidential Main Document Page 88

RFP for TSCB Core Banking ProjectTender #:network connectivity devices, such as routers, hubs, Leased Line modems andVSAT infrastructure (leased), switches and security components such asfirewalls, IPS, etc. Management includes proactive monitoring, performancemanagement, problem management, resolution and change managementand everything else necessary for the effective functioning of the BWCN asper service levels indicated in Annexure 09 ( SLA Document ).The SI isrequired to liaison with third party, network link Service providers,government authorities, etc. The bandwidth sizing should be done inconcurrence with the application vendor and Bank. The list of location is givenin the Annexure 02.6.2.5 The SI is expected to supply, install and commission the internet link of 128Kbps (1:1 compression) Internet bandwidth which would be required toprovide Internet services to download updates for the antivirus, securitypatches and other applications, if required. The internet link (bandwidth)should be scalable up to 1 Mbps; as and when the Bank intend to do so.6.2.6 As and when required by Bank the SI would be required to upgrade the linksdeployed in BWCN.6.2.7 The SI is expected to provide the WAN links for the locations considered byBank post/during as mentioned in the Project timelines clause 4 of this RFP.The SI is also expected to design and implement the IP addressing schemeand liaise with the service providers to obtain the necessary equipment(including VSAT components), links and all necessary permissions. In case ofunavailability of Leased Line Modems or any other communication device withthe Service Provider, SI has to provide the communication devices like LLModems or any other communication device required for the WAN Network.6.2.8 While providing for redundancy, the SI must take care that the solutionoffered conforms to the required uptime defined in SLA of the total solution.6.2.9 The network connectivity consists of procurement of Network equipments(including LL Modems units, racks, VSAT,) installation, commissioning of thenetwork (end to end) and maintenance of the network equipments installed.This also includes total facility management and running & managing thenetwork for the period of the contract. The SI will be responsible for arrangingLeased Lines and VSAT, etc. as is required. The SI shall liaise with thetelecom/communication link Providers for the communication links on behalfof the Bank.6.2.10 The SI is expected to size and provide racks for routers and other network &security and other equipment which the SI would be supplying as a part oftender. The SI is expected to provide space requirement for the devices to beused in the DC and the power requirement for all the devices to beoperational in the project. .6.2.10.1 The SI is expected to quote for the required network components such asrouters, switches, modems etc at all locations which are to be networked. Themaintenance of these components will be the responsibility of the SI and partof the network facilities management contract.6.2.10.2 The SI should envisage and quote all implementation costs which would berequired to ensure end-to-end connectivity6.2.10.3 The SI is expected to develop and deploy the IP-addressing schema for BWCN6.2.10.4 Bank envisage having about 57 plus branches in CBS in the next 1 year whichwould need to be connected to BWCN,as per timelines mentioned in Table #14Strictly Confidential Main Document Page 89

RFP for TSCB Core Banking ProjectTender #:6.2.10.5 BWCN should cover following features and requirements:6.2.10.5.1 The BWCN should have the capability of handling Data and Voice and videonetwork.6.2.10.5.2 The BWCN should comply with the Bank security policy, which is in conformitywith the requirement of ISO 27001, BS 7799, ISO 17799 standards, IT Act2000 and other Guidelines. The network and its relevant infrastructure shouldalso support Public Key Infrastructure (PKI). Bank will share the IT securitypolicy with the selected SI as available at the time of project commencement.6.2.10.5.3 The BWCN should ensure high availability and reliability, should be scalableand flexible to accommodate any business and operational changes in futurewithin minimum time frame and efforts.6.2.10.5.4 As and when required Bank envisions would need to monitor the health andperformance of the systems at all the locations.6.2.10.5.5 Provide training to the Bank information technology users on implementationand management of the BWCN.6.2.10.5.6 Provide managed services to monitor the network operations and healththrough its Network Management System (NMS) at its Network OperatingCentre (NoC). The availability and performance reports should be madeavailable to the Bank on monthly basis. Live Web Portal should be available atDC and any other designated location (like Head Office) to monitor availabilityand performance of network and security components at DC DRC andbranches. Inventory Management of network and security components6.2.10.5.7 The successful SI should provide the Bank team periodic access to its NoC toobserve the NoC operations and the Network operations managementprocesses followed.6.2.10.5.8 The BWCN should be capable of voice compression whereas, the networkshould allow avoiding compression of data.6.2.10.5.9 Apart from the link redundancy, network device level redundancy must beimplemented to ensure the service level uptime mentioned in this document isadhered to. Router level redundancy should be provided at the data centre6.2.10.5.10 All the offices which would be a part of the BWCN should have internetaccess; which should be managed centrally from the build in data centre.6.2.10.5.11 It is necessary to maintain the availability and performance levels defined inSLA, of network and security equipments.6.2.10.5.12 Bank expects the vendor to provide Redundancy of critical Network andsecurity Component at hosting centers.6.2.10.5.13 The Technical Specifications for VSATs are mentioned in Annexure 07.Thevendor has to factor and provide the requisite band (Ku or Ex-C),based onthe SLAs mentioned.6.2.10.5.14 The SI is expected to develop & deploy the IP-addressing scheme at for theentire BWCN6.2.10.5.15 The Vendor has to provide for MPLS Bandwidth (as provided from BSNL)support vis a vis Gold/Silver/Best effort for the branches, keeping the SLAsin context.Strictly Confidential Main Document Page 90

RFP for TSCB Core Banking ProjectTender #:6.3 Network SecurityThe proposed solution should consider and address at least the following securityrequirements:6.3.1 Controlled/Secure access to network and security components and securecommunication. Authentication, authorization and accounting (AAA) servermust be placed at the data centres. End to End encryption, between branchrouter and DC and DRC hosting centers. The data must be encrypted usingIPSec dynamically point to point or point to Multipoint. The Router should beable to secure large layer 2 or MPLS networks requiring partial or full meshconnectivity by providing tunnel less VPN connectivity. At the Network layer(Layer 3 of OSI), end to end AES IPSec between routers of all networkedOffices, and hosted data centres.6.3.2 At the Application layer (Layers 5 - 7 of OSI), the CBS must ensureappropriate methods to maintain confidentiality & integrity of data at theapplication level.6.3.3 The network must have at least the following security solutions deployed atthe enterprise levels:6.3.3.1 Firewalls – Stateful inspection, packet etc; The make / model at the DC & DRCshould be different.6.3.3.2 Intrusion Prevention System – Host-based and Network-based; The make /model at the DC & DRC should be different.6.3.3.3 Data Encryption including IPSec/3DES/AES;6.3.3.4 Policy Management Solutions for access control and network security;6.3.3.5 Highest level of security features supported by different network components;6.3.3.6 VLAN6.3.4 Access Controls (physical and logical) at the DC6.3.5 Two layers of security (firewalls from different service providers) between theInternet & centralized applications, between the 3rd party networks &centralized applications.6.3.6 The servers housed at the data Center & disaster recovery site should not beaccessed directly from any network. It should be designed in such a way thatthe data being accessed from any location at the DC should pass through thefirewall & IPS systems. The placement of servers in various zones is broadlydescribed in section6.3.6.1 The logical architecture of DC & DRC at a minimum should be divided intodifferent sub-networks. These networks must be separated from othernetworks through switches and firewalls. The logical separation of these subnetworksmust be done using VLANs and sub-netting. The major classificationof sub-network must be at least:• Demilitarised Zone – 1 (DMZ-1);• Demilitarised Zone – 2 (DMZ-2);Strictly Confidential Main Document Page 91

RFP for TSCB Core Banking ProjectTender #:• Management Network; and• Private Network.6.3.6.1.1 Demilitarised zone – 1 (DMZ-1):The sub-network shall comprise of applications and front-end servers fordelivery channels, anti-virus, etc.6.3.6.1.2 Demilitarised zone – 2 (DMZ-2):This sub-network shall comprise of test & development servers, trainingservers, etc. which will be used by the Bank personnel & Facilitiesmanagement personnel only.This sub-network shall be used by customers to access the databases forvarious services provided by the Bank. The customers and customer carepersonnel will query this intermediary database for Internet Banking andPhone Banking. The query will be routed to the primary database, in case of areal time transaction.6.3.6.1.3 Management Network:This sub-network must be deployed to manage the entire network includingthe branch network. This network must have workstations to manage theFirewalls, Intrusion Prevention Systems and Anti-Virus Systems. An sharedEnterprise Management System (EMS) is required to be implemented tomonitor critical servers of the entire network including the branches for sizingetc., to monitor network components of the LAN & WAN, Fault Management,Performance Management of the network components and servers, InventoryManagement, automatic discovery of network components etc. and generatereports to monitor the service levels as specified in Annexure 9 of this RFP.6.3.6.1.4 Private Network:This network should consist of the following separate logical networks toenhance the security:• CBS;• ATM;• Intranet, DNS/DHCP; and• Other Applications.6.3.7 Security:Proximity card reader and proximity access control system should be installedwith its software for monitoring the access of individual persons in DC. Thisshould be installed inside as well as outside the Zone B premises. Biometricauthentication should be deployed at critical locations of the server room area(Zone A). This device should support fingerprint scanning and numericauthentication.Appropriate security mechanisms must be implemented by the Vendorcatering to all the layers of the ISO model.6.3.7.1 Network Level:Strictly Confidential Main Document Page 92

RFP for TSCB Core Banking ProjectTender #:The network at DC has been divided into various sub-networks. These networks must beseparated through switches, firewalls, IPS, sub-netting, etc.6.3.7.2 Access Level:Access controls mechanisms, as defined in the security policy of the Bank,must be implemented at network, operating system, database and applicationsystem levels.6.3.8 Security Management:6.3.8.1. The software for policy management must be installed on the network toensure well –defined policy and monitoring any deviation from the Bankpolicies which would be in line with global standards like ISO/IEC 17799,ISO27001, RBI, NABARD & IBA guidelines, etc. The software should have thecapability of monitoring all 3rd party software like IPS, Firewalls etc from asingle console based on access/view rights.6.3.8.2 The Vendor is responsible for defining and regularly updating the baselinesecurity standards in line with the above-mentioned security standards.6.3.8.3 At the Data Centre, a central Policy server should be made available to definepolicies which will be considered for network access for CBS branches. Atbranches, admission controls should be configured at switch level which willlimit access to those desktops that follow policies defined in server.6.3.9 Pre-delivery support service:The SI is required to provide the Network Schematic, Network Architecture ofthe proposed solution for connectivity. The SI shall submit the NetworkPlan along with the technical bid as per their proposed solution. The SI isrequired to arrange for acquisition of leased lines/ISDN/PSTN links as perthe network plan approved by the Bank. The SI is also required to do allthe necessary co-ordination liaisoning work with the Service Provider.Strictly Confidential Main Document Page 93

RFP for TSCB Core Banking ProjectTender #:6.4 Data Centre collocatedMinimum Specifications for Data Centre (“DC”):The DC site is proposed to be collocated in a pace of 250 square feet. The Bank wouldprovide the space for the same. The Bidder is expected to conceptualise the design of theData Centre layout thereby considering future scalability and deploy it in the identifiedpremises. The Data Centre should be gigabit speed enabled.For detailed specifications and technical RFP for the Data Centre, please refer Form 9.The bidder is expected to do all the liaisoning with relevant authorities in order to getsanctions and approvals as necessary.Bidder is responsible for devising, creating and implementing the DR and Business ContinuityPlan specific to the Core Banking implementation in the Bank.DC Specifications1. Design the Data Centre in the space proposed by the SI. The work will include, butis not limited to:1.1 Designing the Data Centre;1.3 Electrical work including supplying and installing UPS and DG sets. The Bidder shouldalso implement the main power cabling from the transformer to the main panel (AMFsynchronization panel), which will act as an input to the AMF panel. The proposed DGset should also be terminated at the same panel. The AMF panel will be used forsynchronization of power and automatic switch over from transformer to DG set sothat a single synchronized power is supplied to the UPS system. The entire cabling,panelling and designing should be supplied and implemented by the Bidder as a partof this tender. For this purpose, the bidder can visit the premise to assess therequirements as necessary.1.4 Provide and commission UPS at Data Centre;1.5 Implement physical security (access controls);1.6 Provide a Building Management Solution (“BMS”) encompassing the Data Centre.1.7 Implement environmental Controls at the Data Centre (Air conditioners – Precisionand comfort Air conditioners, humidity controls, fire detection and suppression, waterleak detection, etc.);1.8 Structured LAN Cabling of the DC within the space provided for the Tripura State CooperativeBank CBS data centre with certification;1.9 Implement Video Surveillance Systems at the Data Centre.1.10 Provide adequate environmental and physical security and controls, in line with theBank’s security policy, for the Data Centre. However, the bank will provide securitypersonnel for the Data Centre.1.11 Maintain the proposed architecture at the Data Centre.1.12 Ensure availability, security and environmental controls as per level 3 standards at theData Centre.Strictly Confidential Main Document Page 94

RFP for TSCB Core Banking ProjectTender #:1.13 Provide training to the Bank’s Information Technology users on managing the DataCentre.1.14 All the proposed equipments in the Data Centre should be rack mountable and slidingfor easy maintenance activities.1.15 The racks should be sized accordingly and calculated for the quantity to beproposed as part of this solution. Each rack should have dual power strips withadequate 15A/5A power input sockets. Each power strip should be connected toseparate UPS output. All proposed racks should be closed racks with air flow comingfrom the bottom of the rack/front of the rack.1.16 The replication is done directly at DRS from the DC. The data at DRS must not bemore than 15 minutes behind (RPO) the production data at DC. However in case ofdisaster the DRS must be up and running in Sixty Minutes (RTO).1.17 2 DG sets must be considered at DC.1.18 Biometric access to level-3 (Most Critical Areas) area in DC.1.19 The server room needs to be around 150 sq feet and there should be a buffer of25 % for all environmental infrastructure like precision A/C etc for all other banksequipment required in the future.1.20 The bidder is expected to provide 4 CO lines with 10 extensions, CLI with auto faxdetection, Telephone Programming, voice announcement, Extension wise call details,conference and expandability configurations EPABX.1.21 Backup for UPS at DC should be 120 minutes.1.22 State of the art conference room with all modern amenities.1.23 All the infrastructure components within the DC should be configured to avoid anysingle point of failure and it should allow for any planned activity without disruptingany IT and Business operations.1.24 Multiple power and cooling distribution paths but with only one active path at anygiven time, includes redundant components ( N+1).1.25 The DC should support an uptime of 99.95 % uptime.1.26 Encourage proper air flow in the DC such that the cabinets and the racks arearranged in a alternating pattern to create “hot” and “cold” aisles. In the cold aisle theequipments racks are arranged face to face and the hot aisle they are arranged backto back. Perforated tiles in the raised floor.1.27 The selected vendor shall certify the Data Centre as level 3 through an externalagency and share the certificate with the bank. The vendor should complete the Level3 certification for the build DC within 150 days from the build phase and would beconsidered complete after the User Acceptance Test done with the certification.The bidder should ensure the following minimum specifications:The doors for the server room, communications room, and other critical areas forlevel 2 and level 3 should be fire rated. The minimum specification for level 3 datahosting centers is in Annexure 111. At the DC the doors at the reception, level 1 area, UPS & AHU room should be of glassand fire rated.2. The partitions for each area should be of glass except for the level 3 areas whichshould be of fire rated bricks (capacity to hold for a minimum of 2 hours) or fire rated(same capacity)3. 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 glassStrictly Confidential Main Document Page 95

RFP for TSCB Core Banking ProjectTender #:4. The NOC room should have a screen and should be connected to the managementconsoles. The screen display should be more than 55 inches and is to be buildadjacent to the DC. The vendor is expected to design, build, raised flooring and othercivil related work.5. The level 3 areas should have precision air conditioning with redundancy.6. The level 3 areas should have gas based fire suppression system7. The earthing should be provided from the electrical room control panel to the earthingpits as shown by the bank team.8. Earthing stations should contain relevant grade of charcoal/coke and salt packedaround the earth plate/earth pipe as called for in the item.9. An earth ring with relevant earth test terminal boxes shall to be provided at regularintervals.10. The Lightning Arrestors shall be mounted and fixed to building structure using 50 x 50x 6 mm hot dipped galvanized angles. The fixing of the angle to the structure shall bedone using all GI accessories etc.11. Adequate number of earth strips with proper sized holes shall be provided forextending earthing/looping earth connections and executed as per the requirement.12. DC layout should be submitted by the bidder at the time of submitting the technicalbid.13. The bidder has to visit the DC sites to estimate the time & effort required for civilworks & quote accordingly.14. Vitrified flooring to be provided by the bidder in all areas except the server &communication room (level 3 area) where false flooring should be provided. Antistaticflooring should be provided in UPS, electrical & AHU rooms.15. Toilets to be completely constructed by the bidder. All accessories and sanitary waresto be provided, installed by the bidder. This should include doors, urinals, WC, washbasin, plumbing works, mirror, automatic water sprinkling system for the urinals, etc.16. The server room should have an emergency panic latch door with automatic alarmsystem.17. The bidder has to provide for adequate furniture in each area of the Data Centre, atthe NOC around the DC. The furniture should include chairs (executive & nonexecutive),tables, sofa set at the reception, etc.18. At the DC, all the Building Management system (BMS) activities are to be controlledcentrally in a room specifically to be used for BMS activities. The bidder shouldmanage the BMS activities on a 24*7 basis or as the bank decides.19. The bidder is required to synchronize the UPS system, DG set, main power supplyfrom the two transformers and provide pure sinusoidal output to the disaster recoverycentre. The entire solution should be automatic with power supply from thetransformer as the primary source and automatic switchover to DG set as a secondarysource.20. The bidder should provide a fireproof cabinet to store on-site backup tapes takendaily, weekly, monthly and half-yearly for at-least 18 months.21. The telephone conducting shall be done through floors/chasing of walls on cable racks/ GI supports, the cost of which shall not be paid separately.22. The telephone wiring shall conform to the manufacturer's requirements of wiring forElectronic Exchanges.Strictly Confidential Main Document Page 96

RFP for TSCB Core Banking ProjectTender #:23. All telephone wiring shall have end ferruling, numbering with proper tags at regularintervals of proper identifications.24. The work has to be carried out, after obtaining Prior approvals of all schemes.25. An indicative list of items/works to be provided and done for DRC build-up is given inForm 9Minimum Specifications for UPS:• UPS to be sized and provided by the Bidder.• UPS System design concept must be based on redundancy and availability, with trueonlinesystem. Two units of UPS must be installed for redundancy.• The level 3 areas must have parallel redundant UPS and other areas should have anotherUPS system.• The UPS should be split type with synchronization and battery backup of 1 hour for eachUPS on full load.• UPS systems must take care of:1. IT Infrastructure in the Disaster Recovery Centre (servers, network equipment,security systems, precision air conditioners, etc.)2. NOC equipment / Workstations3. Emergency Lighting and environmental controls (Fire Detection, suppression,surveillance system, humidity controllers, etc.)The following are the requirements for the data hosting centre:• The Data centre Site (Core Banking Servers, Network and SecurityComponents) should be of level 3 Data Centre, and of 250 sq. ft. The hostingshall meet all the standard security arrangements in order to safeguard thedata and mail information of• The selected vendor has to get the Data Centre, level 3 certified by anexternal agency 15 days prior to the installation of IT infrastructures at theDC.• The SI needs to consider and size for all the requirements may it be theserver room area, the power requirements, connectivity from the telecomroom to the server area, caging etc.• The network operations, data centre operations and customer supportshould be certified ISO 9001/2000 for provisioning of MPLS VPN, Internetbandwidth, VoIP Solutions and integrated security solutions.• The SI is required to size for the area as per the sizing of the hardware,network and security components based on the scope of work. The SI shouldalso confirm if the estimated 150 sq. Ft of the DC build space needs to bechanged considering the scalability of the Bank over a period of 5 years andshould propose for a change of the same.• SI is expected to size the space and power (Raw, UPS, Genset)requirement at DC and DRC for the servers, storage, tape library, networkand security devices, etc.6.5 Hosting ServicesBesides basic ‘rack space’ which includes 24x7x365 support, serveravailability monitoring, service port monitoring, server hardening, Firewall,Network Intrusion Detection and Prevention Systems and other componentsStrictly Confidential Main Document Page 97

RFP for TSCB Core Banking ProjectTender #:should be provided.6.6 Managed ServicesVendor is expected to provide managed services for monitoring of Servers,Storage Monitor network and security devices at DC and DRC including CoreRouters, Core Switches, Core firewalls, NIPS, other network and securitydevice at DC and DRC. The Bank expects the SI to deliver the services in linewith the service levels defined in SLA. Refer to Annexure 9 for service levelsdetails.The Bank expects following reports from the SI• Server and Storage resource utilization including CPU, Memory, Disk I/O ofServers, Network Interface utilization.• Bank expect vendor to provide availability report of the entire WAN link(end to end), including DC to DRC, etc. The availability should be line withthe service levels defined in SLA.• The hardware resource usage of servers, storage, network and securitycomponents should be in line with the Service Levels defined in SLA.• The monitoring of the network and security infrastructure shouldcommence on implementation of the first network link.• The SI is expected to provide the availability and performance report on5th day of the every month, and same has to be jointly reviewed by Bankand SI in next two working days. Any change in the review days from theschedule would be at the sole discretion of the bank.6.7 DRC RequirementsThe DRC would be hosted out of the Tripura SDC. The DRC will be required tohost the core banking infrastructure at 100% redundancy.The Vendor is expected to provide the DC – DRC strategy/BCP for recovery incase of a disaster with necessary procedures for the same in the solution.The DRC should be operational in case of a disaster at the DC, with amaximum downtime of 60 minutes and after declaration of the disaster at theDC by the Bank. Data at the DRC in such a scenario should be maximum of15 minutes behind the data at the DC.6.8 Facilities Management6.12.1 Services to be coveredThis section describes, but does not limit, the services required by the Bankfor the next 5 years post completion of pilot. The Bank intend that thecontract which is contemplated herein with the Vendor shall be for a period offive years, and shall cover all deliverables and services required to beprocured or provided by the Vendor during such period of contract. TheVendor needs to consider and envisage all services that would be required inthe maintenance of the facilities. FM is envisaged for the centralised bankingbranches, and offices including DOs, DC, DRC other administrative outfits andother locations. FM for all purposes means all AMC, warranties, annualtechnical support and all other costs necessary and incidental for themaintenance and support of the infrastructure and equipment.Strictly Confidential Main Document Page 98

RFP for TSCB Core Banking ProjectTender #:The services would include:• Hardware Management (Servers, Desktops, Peripherals, etc.)• Computer Hardware and Peripherals and Infrastructure and otherEquipment Maintenance• Inventory Management• Software Maintenance• Software Support• LAN & Server Administration• Network Operations and Management• DC and DRC Management• Operations Management• Warranty• Asset Moves• Help Desk• Software Distribution• Software License Management• Security• Asset Tracking• Training• Integrated Customer Support and Help Desk Management and• Application management including day – end, day-begin, month-end, year–end, periodic and daily backup’s.• Software updates, patch management, security updates, data updatesfrom one Application to another Application in the centralisedbankingenvironment.• Building Management system monitoring on a 24*7 basis.• Hardware & Peripherals Management for hardware and peripherals suppliedas part of this tenderThe Vendor is requested to provide a detailed bill of material for providingeach of the above service at each of the locations, respectively.6.12.2 Definitions & Reference6.12.2.1 Working DayA working day would be any day any branch / office of the Bank are functioning.6.12.2 .Business hours:Business Hours for the purpose of service standards would be 8.00 am to 8.00 pm., onall working days as per the Banking calendar.6.12.3 Restore to Service:Provides standard maintenance services including:6.12.3.1 Diagnostics and trouble shooting.Strictly Confidential Main Document Page 99

RFP for TSCB Core Banking ProjectTender #:6.12.3.2 System, component & network maintenance.6.12.3.3 Configuration changes, tracking, and documentation.6.12.3.4 Upgrade / EnhancementThe maintenance for the services would be for the entire business infrastructure of theBank including, but not limited to, the Applications, Databases, servers,security systems, load balancing systems, power supply, Air conditioning andall other equipments supplied as a part of this tender. In respect of entirebusiness infrastructure of the Bank not provided by the Vendor under this RFPthe Vendor will provide Third Party Support.6.12.4 Third Party SupportFor infrastructure and Applications, which are not a part of this RFP like otherhardware, TBA solutions, Network, etc the Vendor needs to only liase with theoriginal Vendor and ensure prompt servicing. The services should include:6.12.4.1 Interface with the applicable ‘Third Party Vendor’ on behalf of the Bank. Thismay involve working with the ‘Third Party Vendor’ to issue defect correctioninformation, a restriction, or a bypass.6.12.4.2 Vendor shall facilitate resolution of End User Software problems including, forwarranted or supported Software, contacting the ‘Third Party Vendor’ forresolution assistance or, if available, to obtain the "fix" from the ‘Third Party’;and6.12.4.3 For Software fixes arrange with the ‘Third Party Vendor’ to have the fix sentdirectly to the End User6.12.5 Hardware, Software & Peripherals – Changes, Relocations & Maintenance:A request for hardware or software change / relocation / upgrade is defined asa service delivery order; to perform client requested hardware or softwareinstallation, de-installation, re-installation and maintenance. Each servicedelivery order can request to change / relocate / upgrade multiple hardware /software Application / users.6.13 Scope of ServicesThis section describes, but does not limit, the services required bythe Bank. The Vendor shall consider and envisage all services thatwill be required in the maintenance of these facilities. The Vendoragrees that these services and the management of these serviceswill be provided for all the departments and branches of the Bank.6.13.1 Hardware Management (Servers, Desktops, Peripherals etc.)As a part of FM the Vendor shall provide services relating to maintenance andsupport to computer hardware and other peripherals.6.13.1.1 The Vendor shall provide the services to ensure appropriate computerplatform 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 specifiedserver type.The Vendor shall provide the services to ensure appropriate computerplatform hardware (e.g., processor, memory, network interface card, etc.),peripherals (printers, scanner, modems, etc.) and system software (e.g.,Strictly Confidential Main Document Page 100

RFP for TSCB Core Banking ProjectTender #:operating system, Database, middleware etc.) are available to the specifiedusers in the HO, DOs, branches, service branches and extension counters.6.13.1.2 The Vendor shall provide services, which include requirement analysis,assisting the Bank in hardware and system software platform acquisition,testing, verification, and installation. The Vendor accepts that these servicesallow access to business critical software. The Vendor agrees that servicesprovided include implementation and maintenance of the server, desktop andperipherals as well as installation of the licensed software.6.13.2 Computer Hardware and Peripherals and Infrastructure, Civil and ElectricalWorks and other Equipment Maintenance.6.13.2.1 The Vendor shall provide for maintenance of Hardware, including preventiveHardware support, as well as repair and / or replacement activity after aproblem has occurred, Warranty service management, including coordinationand Vendor management.6.13.2.2 The Vendor shall provide a single-point-of-contact to End Users for theresolution of Hardware related problems or to request an equipment upgradeor consultation.6.13.2.3 During the breakdown of the “Computer Hardware and Peripherals” and“Other Equipment” the Vendor shall provide standby equipment of the samemake / model or of higher configuration in place of the original equipmenttaken to their premises / service centre, etc. for repair / replacement.6.13.2.4 If the items of “Computer Hardware and Peripherals” and “Other Equipment”are to be replaced permanently the Vendor shall replace the equipment ofsame Make/ Model/configuration or of higher configuration. However, theBank may accept different make/model/ configuration at its discretion if theoriginal make/model/ configurations are not available in the market due toobsolescence or technological up gradation, stoppage of the production of thesame make/model/ configuration by the MANUFACTURER or cessation /winding up of the Company. The price benefit if any gained in the process bythe Vendor, is agreed by the Vendor to be passed on to the Bank.6.13.2.5 Vendor shall provide Hardware maintenance services including preventivemaintenance (e.g., running standard diagnostics, machine cleaning, checkingcables and ports), corrective maintenance to remedy a problem, andscheduled maintenance required to maintain the Hardware in accordance withmanufacturers' specifications and warranties.6.13.2.6 Vendor shall co-ordinate warranty repair or replacement service for theHardware and process warranty claims, as applicable.6.13.2.7 The Vendor agrees that if the equipments are required to be taken outside theBank premises the cost of transportation and other related costs will be borneby the Vendor.6.13.2.8 Vendor shall request the dispatch of the appropriate Vendor maintenanceprovider for Hardware maintained under a third party agreement.6.13.2.9 Vendor shall co-ordinate and schedule maintenance activities with the EndUser and appropriate support functions of the Bank (e.g. network support,facilities support, etc.).6.13.2.10 Vendor shall provide recovery procedures to maintenance personnel of theBank.6.13.2.11 Vendor shall maintain accurate documentation on the current location andStrictly Confidential Main Document Page 101

RFP for TSCB Core Banking ProjectTender #:status of Hardware in the process of being repaired.6.13.2.12 Vendor shall provide maintenance data, as reasonably requested by the Bank,to support replacement / refresh scheduling.6.13.2.13 Vendor shall provide an interface to problem management process of theBank.6.13.2.14 Vendor shall provide support and assistance, as required, to isolate complexnetwork, operational and software problems.6.13.2.15 Vendor shall update, or provide the information required for the Bank toupdate the asset management system with the Bank.6.13.2.16 Vendor shall share the Mean Time Between Failures (MTBF) for the prescribedhardware 6.13.2.17 Vendor shall backup, remove, protect, and to restoreprograms, data and removable storage media in a machine prior to presentingthe machine for service.6.13.2.18 The Vendor shall provide all maintenance services in accordance with theService Levels given in Annexure 09.6.13.2.19 The Bank will not be liable to pay any additional amounts in respect of anysort of maintenance required during the tenure of the contract.6.13.3 System Administration:Provides for system administration services. Examples of these services are:• Client account maintenance - Creating users, groups, creating useraccounts, deleting user accounts, modifying user accounts, etc. on thesystem. ;• File / system / Application access management - Maintaining file anddirectory permissions on OS and Application access management like creatinguser accounts at Application level, assigning Application access, settingApplication passwords, user lockout, etc.;• Security monitoring and investigation - Monitor physical security, Assessrisks on a particular system [OS environment and user needs], Monitornetwork security, Monitor denial of service attacks, Bad bugs programmedthreats, track logins, logouts, command runs, perform security audits, etc.;• Performance optimisation and reporting - Process and MemoryManagement, 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 andrestoring files, Storing backups and managing media life expectancy forstorage media, etc. Backups need to be taken by the Vendors for the entireperiod of FM. For this purpose the Vendor needs to factor the necessarybackup tapes meeting industry-leading practices.The service level expected for all the scheduled services is immediate, inconjunction with the selected Vendor, and for non-scheduled services duringbusiness hours is 30 minutes and during non business hours is before nextbusiness day.6.13.4 Integrated Customer Support & Help Desk Management:Strictly Confidential Main Document Page 102

RFP for TSCB Core Banking ProjectTender #:6.13.4.1 Help Desk Management:6.13.4.1.1 The Bank require the Vendor to provide Application and Technology HelpDesks to service, track and route requests for service and to assist end usersin answering questions and resolving problems related to the network, DC,DRC, equipment or Applications, at all the branches & offices. These HelpDesks shall be the Single Points of Contact (SPOC) for all users of the Bank .The Application and Technical Help Desk is expected to be located at Agartalaand the IT Help Desk can be as part of the vendor’s facilities managementservices. It becomes the central collection point for service staff contact andcontrol of the problem, change, and service management processes. Thisincludes both incident management and service request management. Thiswill be the first level of support. If a problem is not resolved by telephone andthe End User declares the problem to be of an emergency nature, the Vendorshall dispatch a Help Desk representative who will provide Desk Side SupportService according to service levels given in Annexure 09.6.13.4.1.2 The Vendor's customer support must integrate with the Bank internal supportstaff, external service providers and/or other agencies as appropriate. For allthe Bank IT services, the Vendor shall provide the following integratedcustomer support and help. At a minimum these services shall include:6.13.4.1.3 Establish a Help Desk as a Single Point of Contact for all services;The Help Desk should be available 24 hours a day, 365 days a year withresponse consistent with the service level to be agreed upon at the time ofcontract finalization;6.13.4.1.4 Providing telephonic and / or electronic mechanisms for problem reportingrequests for service, and status updates;6.13.4.1.5 Routing of non-Vendor supported actions to the appropriate service providerwithin 15 minutes after acknowledgement receipt of the trouble ticket ofBank-supported Applications;6.13.4.1.6 Tracking of problems from initial call to restore to service. This includesproblems redirected to non-Vendor service providers;Notifying users of problem status and resolution;Monitoring systems to proactively determine, diagnose, and resolveproblems. This includes notifying customers and all service providers of knownproblems and alerts;6.13.4.1.7 Provide reports that effectively summarize and communicate the performanceand compliance with service levels defined in the Bank service levelagreement (SLA) with the Vendor. The Bank will have the ability to directlygenerate standard and ad hoc reports as needed;6.13.4.2 Hardware and Software ServicesThe Vendor shall:6.13.4.2.1 Provide Support for hardware, software and all IT infrastructure of the Bank,including problem logging, assigning incident numbers and dispatching theappropriate support personnel to remedy a problem;6.13.4.2.2 Prioritise problem resolution according to Service Levels specified in Annexure09;6.13.4.2.3 Notify designated personnel of systems or equipment failures, or of anemergency, according to the Help Desk Procedures Manual;Strictly Confidential Main Document Page 103

RFP for TSCB Core Banking ProjectTender #:6.13.4.2.4 Initiate a problem management record ("PMR") to document a service outageto include (for example) date and time opened, description of symptoms, andproblem assignment (Level Two/Level Three), and track and report onproblem status, as required;6.13.4.2.5 Monitor problem status to facilitate problem closure within defined ServiceLevel criteria or escalate, as appropriate;Monitor PMR closure, including documented problem resolution;Provide the Bank with complete and timely problem status through theproblem tracking system, as requested;6.13.4.2.6 Answer End User "how-to" and "usage" questions related to End UserSoftware supplied by the Vendor as part of this tender and forward the “howto”and “usage” questions related to End User Software not supplied by theVendor as part of this tender to the concerned ‘Third Party Vendor’ andanswer End User as specified by the ‘Third Party Vendor’; However, for CBS,the Vendor should deploy people in the Help Desk who are conversant andknowledgeable about the CBS and can resolve routine problems, queries andcritical problems on the phone immediately.6.13.4.2.7 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; and6.13.4.2.8 Communicate (through channels of the Bank or as part of basic orientation)on Services available through the Vendor and the procedures, includingupdates to such procedures, for accessing each Service.6.13.4.3 Management ServicesThe Vendor shall:6.13.4.3.1 Provide "ownership-to-resolution" of all Help Desk calls, monitor and report onthe progress of problem resolution; confirm resolution of the problem with theEnd User, and log the final resolution via the problem management system;6.13.4.3.2 Record, analyse and report to the Bank on calls received by the Help Desk,including:• Call volumes and duration,• Problem trends, and• Call resolution time.6.13.4.3.3 Define Help Desk call prioritisation guidelines, problem severity codes, andescalation procedures in consultation with the Bank; Assign priority toproblems, queries, and requests;6.13.4.3.4 Perform periodic problem reviews for root cause analysis of all reportedproblems and, in conjunction with the Bank, establish appropriate measuresto prevent recurring incidents;6.13.4.3.5 Ensure all the End Users at the Bank have a basic level of understanding ofthe new service delivery process, including the Hardware, Software andServices to be supported by the Help Desk;6.13.4.3.6 Monitor and report to the Bank on maintenance of performance by theVendor;6.13.4.3.7 Provide input to the Bank on End User training requirements based on HelpStrictly Confidential Main Document Page 104

RFP for TSCB Core Banking ProjectTender #:Desk problem call tracking and analysis;6.13.4.3.8 Manage problem escalation procedures as defined by the Bank anddocumented in the Help Desk Procedures Manual;6.13.4.3.9 Provide a monthly report to the Bank assessing the Help Desk performanceagainst the Service Levels in Annexure 09.6.13.4.4 The bank would like to have 5 network management licenses for, view,reporting and printing of NMS related reports and status for MPLS and VSATlinks and all networking equipment on the uptime, downtime of, throughput,bandwidth utilisation, status etc, . The vendor is expected to provide thesereports on a weekly basis and 365*24*7 online access as required. Thevendor is expected to provide this service from a desktop in the technologyhelp desk and factor in the bandwidth for this service as part of the HObandwidth. Should the bank require any further licenses or a license renewalduring this contract and on contract renewal with the same SI it will be doneat the same rate provided. Further since this is a SAAS service the bank isutilising for NMS the vendor is expected to provide a cost including allupdates, upgrades, version changes, module changes etc. The vendor isexpected to provide this service in a browser based solution.6.13.4.5 Procurement ServicesThe Vendor shall:Communicate to the Bank for resolution of any problems in achieving ServiceLevels, which are the result of actions or inactions of third party suppliersselected by the Bank; andMaintain an on-line catalogue of the approved Hardware, Software, servicesand supplies at the Bank and provide guidance to End Users at the Bank onthe use of the catalogue.6.13.4.6 Problem Coordination ServicesThe Vendor shall:6.13.4.7.1 Dispatch the appropriate support personnel to remedy a problem;6.13.4.8.2 Interface with and coordinate problem identification and resolution with theappropriate support organizations within the Bank;6.13.4.5.3 As required, provide support for Hardware and Software by reporting andcoordinating problem identification and resolution of problems with third partyservices providers;6.13.4.5.4 Coordinate designated Vendor repair services with the End User at the Bank;and6.13.4.5.5 Hold regularly scheduled problem status update meetings with Bankpersonnel.6.13.4.6 Recovery ServicesThe Vendor shall advise the End User to take reasonable steps to backupinformation, if possible, prior to attempting to effect a resolution either byphone or hands-on during Desk Side Support Service and assist with filerestoration.6.13.4.7 Help Desk Service Level Requirements:Service level requirements are based on industry standard best practices.They will be finalised at the time of contract finalisation:Strictly Confidential Main Document Page 105

RFP for TSCB Core Banking ProjectTender #:• Average Speed of Answer < 45 seconds;• First call resolution of 85% for calls within the Help Desk resolutioncapability;• Call Abandon rate < 6% for calls waiting > 45 seconds; and• Cycle Time Rate > 95% of incidents within Help Desk resolution capabilityresolved within a cycle time of 24 business hours6.13.4.8 Help Desk Service Level Definitions:• Average speed of answer (ASA): The average time elapsed from theinstant the call enters a queue until a qualified Help Desk analyst answersthe call. The monthly average speed of answer will be calculated by takingthe sum of the elapsed times to answer all calls, for the applicablereporting period, and dividing it by the total number of calls answered inthat reporting period;• Abandoned call: One received at the Help Desk phone switch thatdisconnects after an interval equal to the ASA has elapsed, but beforebeing answered by the Help Desk analyst. The Call Abandon rate will becalculated by taking the total number of calls coded as a call abandon forthe reporting period and dividing it by the total number of calls received inthat reporting period;• First Call Resolution: A request that is resolved during the initial phone callto the Help Desk. Incidents requiring escalation or referral during the initialphone call are not considered within the Help Desk resolution capability.The first call resolution rate will be calculated by taking the sum of the totalnumber of incidents coded as first call resolved for the applicable reportingperiod and dividing it by the total number of incidents within the Help Deskresolution capability for that reporting period;• Cycle Time Rate: The fraction of incidents resolved within a specified cycletime that is within the Help Desk resolution capability. Incidents requiringescalation or referral are not considered within the Help Desk resolutioncapability; and• The Cycle Time Rate will be calculated by taking the sum of the totalnumbers of incidents within the Help Desk resolution capability, andresolved within the cycle time, for the applicable reporting period anddividing it by the total number of incidents within the Help Desk resolutioncapability for that period.• Mission critical calls should be answered within 10 minutes and solvedwithin 2 hours (TTR)• Level 2 critical calls should be answered within 30 minutes and solvedwithin 6 hours (TTR)• Level 3 calls should be answered within 30 minutes and solved within 24working hours (TTR)6.13.4.8.1 The service also includes the generation of trouble tickets, providing systemstatus and alerts, and submitting unresolved problems to the appropriateinternal or external service providers;6.13.4.8.2 The Bank will provide space for both the Help Desks at Agartala. The Vendoris expected to design, build and maintain the Help Desk operations;6.13.4.8.3 The Bank expect the Vendor to deploy software for tracking calls linked to theStrictly Confidential Main Document Page 106

RFP for TSCB Core Banking ProjectTender #:envisaged shared EMS;6.13.4.8.4 The Vendor needs to quote per person rate for a Help Desk agent. The rateshould be for an 8-hour shift per day. The Bank will finalise the number ofagents to man the Help Desk operations. The people at the central Help Deskshould be able to communicate in Hindi and English languages.6.13.4.8.5 The system should have the facility to record all the calls. The call data fromthe tapes/voice logger should be archived on to a separate hard disk every 15days. Thereafter, the data on the hard disk shall be stored by the Vendor inusing such naming conventions that support easy retrieval.6.13.5 Software Distribution6.13.5.1 The Vendor shall define software distribution processes and procedures,packaging, configuration, customisation, and distribution. The operations willbe performed on the networked locations of the Bank with valid EMS licenseavailability.6.13.5.2 The Vendor shall ensure that installed software is available at consistentrelease levels.6.13.5.3 The Vendor shall perform system planning and design for software distribution(e.g., boot diskettes, tapes, and server-based software). Once this process isdefined, Vendor shall perform the set-up for distribution and test thedistribution process.6.13.5.4 The Vendor shall develop the strategy for activation, including:Which nodes must be activated first;Start times (e.g., nights and weekends when there is less line activity and less impact onEnd Users);Assignment of attended and unattended nodes; andDistribution6.13.5.5 Prior to distribution, Vendor shall check software configuration and ensurepolicy compliance.6.13.5.6 Vendor shall test all new releases of software prior to promotion into theproduction environment to check compatibility with existing configurations.6.13.5.7 Vendor shall establish, in conjunction with the Bank, a distribution plan priorto each major software (new or upgrades) rollout.6.13.5.8 Vendor shall communicate to the End Users and business units at the Bank,any prerequisites (e.g., disk space, operating system, data backup) prior tosoftware distribution and any post-install requirements (e.g., security,software support)6.13.5.9 Vendor shall distribute/install configured and tested software to currentlyinstalled systems in accordance with the Service Levels given in Annexure 09.6.13.5.10 Vendor shall take corrective action, as appropriate, for problems resultingfrom software distribution (additions or upgrades) to correct error conditionsand facilitate Application stability;6.13.5.11 For software procured through the Vendor, the Vendor shall distribute to theEnd User at the Bank, the provided operational documentation, including acopy of the Vendor license agreement, if applicable;6.13.5.12 Vendor shall update the information on the asset management and softwareStrictly Confidential Main Document Page 107

RFP for TSCB Core Banking ProjectTender #:license management systems implemented at the Bank.6.13.6 Software License ManagementThe Vendor shall provide for software license management (controlled access to softwareproducts) and control (compliance with usage and licensing agreements). TheVendor shall provide the following services:6.13.6.1 Perform an inventory of software licenses in place as of a particular date6.13.6.2 Develop and maintain a software license inventory data base to include thelicenses existing as of the Start Date and for software:Procured through the Vendor, orProcured by the Bank with notification to the Vendor for inclusion in suchDatabase6.13.6.3 Maintain data regarding entitlement for software upgrades, enhancements,refreshes, replacements, and maintenance6.13.6.4 Provide access to Server resources to authorized End Users only6.13.6.5 Perform periodic audits to measure license compliance against the number ofvalid End User software licenses consistent with the terms and conditions ofsite license agreements, volume purchase agreements, and other mutuallyagreed upon licensed software terms and conditions6.13.6.6 Report to the Bank on any exceptions to Vendor terms and conditions, to theextent such exceptions are discovered and6.13.6.7 Periodically review of software license and maintenance agreements regardingthe price/performance the Bank are receiving6.13.7 Software Maintenance:6.13.7.1 The Vendor should provide, through a set of standard software packages,software and software related services to servers and desktops. The Vendorshould have the ability to include Bank-owned custom software as needed,including provision for regular upgrades. The Vendor should ensure thatappropriate Application software suites are available to the specific functionalusers.6.13.7.2 Types of service include requirement analysis, assisting the Bank in softwareproduct acquisition for testing, verification, and installation of Vendorsupported software, in accordance with bug fixes, emergency changes andprogram changes initiated by the users.6.13.7.3 Prior to delivering any software to the Bank, the Vendor will be required totest the software and the media on which it is to be delivered. The Vendorshall also ensure that the software does not and shall not contain anycomputer code or any other procedures, routines or mechanisms to: (i)disrupt, disable, harm or impair in any way the software (or other Applicationsinstalled on the system the software is installed or interacts with) orderlyoperation based on the elapsing of a period of time, exceeding an authorizednumber 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 Bank’ or itsclients’ data, storage media, programs, equipment or communications, orotherwise interfere with the Bank operations, or (iii) permit the Vendor and/orits personnel and/or its licensors and/or any other third party, to access thesoftware (or any other software or Bank computer systems) to cause suchStrictly Confidential Main Document Page 108

RFP for TSCB Core Banking ProjectTender #:disruption, disablement, harm, impairment, damage or corruption (sometimesreferred to as “traps”, “access codes” or “trap door” devices).6.13.7.4 The Vendor shall provide a software distribution infrastructure (EMS) that cansupport timely delivery of software updates and configuration changes to allsubscribers of this service.6.13.8 Software Maintenance and Support Services during Warranty and AMC:6.13.8.1 The Software Maintenance and Support Services contemplated herein shall beprovided for all Licensed Software implemented by the Vendor. The Vendorshall render both on-site and off-site maintenance and support services to theBank to all the designated locations. The Vendor shall provide remote troubleshooting / customer support mechanism from any single location like HeadOffice of the Bank or from all the District Offices of Bank or through Webbased methodology. The Maintenance and Support Services shall be providedfrom the Support Centre.The Maintenance and Support Services will cover:All product upgrades, modifications, enhancements that have to be providedto the Bank free of charge.6.13.8.2 Enhancements would include changes in the software due to Statutory andRegulatory changes and changes required due to changes in industry andother Banking practices in India. It will also include all the functionalitiesmentioned in Appendix 1 - Functional RFP.6.13.8.3 Modifications would include minor changes, bug fixes, error resolutions andminor enhancements that are incidental to proper and complete working ofthe Application.6.13.8.4 Upgrades would include product releases made by the Vendor to incorporatetechnological changes, consolidating all bug fixes, consolidating allenhancement requests made by the Bank.NO customisation and subsequent implementation charges will be payable bythe Bank for enhancements, modifications and upgrades.The Vendor agrees that any future upgrades, modifications or enhancementsshall not affect the current working of the licensed software and all currentfunctionality shall be migrated to the new / enhanced version.The Vendor shall implement the new/enhanced version and that the Bank willbear no cost for migrating the existing functionality to the new / enhancedversion.The Vendor shall have the responsibility to ensure that the designatedsoftware Vendor undertakes to perform all obligations with respect to theCore Banking Solution and all other software contemplated in the CoreBanking Project, upon the same terms and conditions as agreed to by theVendor in the event that (i) Vendor is unable to perform its obligations, (Ii)Vendor refuses to perform its obligations, (iii) expiry of the agreement and(iv) termination of agreement, with respect to the Core Banking Solution forany reason whatsoever. The Vendor acknowledges that the rights mentionedherein are without prejudice to the rights and the remedies (under law orequity) that the Bank may have against the Vendor.6.13.8.5 The Vendor shall apply regular patches to the licensed software including theoperating system, Databases and other Applications as released by theOriginal Equipment Manufacturers (“OEM’s”), for which the Bank will bear noStrictly Confidential Main Document Page 109

RFP for TSCB Core Banking ProjectTender #:additional costs. The Vendor agrees that the business of the Bank will not beaffected adversely as a result of any new releases, enhancements, patches,etc.The Vendor agrees at all times to meet the service levels as specified in thistender document.6.13.8.6 The Vendor shall maintain the entire IT infrastructure for all the componentsimplemented under this Tender as well as provide first level support for theexisting IT Infrastructure of the Bank.6.13.8.7 User support in case of technical difficulties in use of the software, answeringprocedural questions, providing recovery and backup information, and anyother requirement that may be incidental/ancillary to the above;6.13.8.8 Prompt receipt, analysis and reporting of reported deficiencies in theoperation of the software and supply of information and advice on suchdeficiencies;6.13.8.9 Installing/commissioning the software at the designated locations/changeddesignated location at no additional cost or fees or expenses to the Bank.Installing/commissioning the upgrades / new versions/ new releases ofsoftware at the designated locations/changed designated location at noadditional cost or fees or expenses to the Bank.6.13.8.10 Providing remedial support in case the software media is virus-infected at noadditional cost or fees or expenses to the Bank;6.13.8.11 Unscheduled, on call, corrective and remedial maintenance and supportservices;Providing “enhancements”;6.13.8.12 Providing changes to the licensed software, which are of software fine-tuningin nature.6.13.8.13 Program Errors correction:6.13.8.13.1The Vendor shall use its best efforts in remedying any program error. AllProgram Errors shall be reported in accordance with the procedure prescribedin respect thereof and shall be accompanied by sufficient information includingthe input data that generated the program error so as to enable the Vendor toreproduce and verify the reported program error. On receipt of requesttogether with all such information and data the Vendor shall use all-outefforts, consistent with the severity of the program error, to remedy suchprogram error which is within the purview of the system logic, that it hasbeen able to reproduce and verify. Such remedies may include providinginstructions to the Bank to cure the program error or delivering updates at noadditional cost. The Vendor warrants that any or all program errors that arereported will be remedied.In the event, the Vendor determines that the error reported/ problem notifiedin the support request in not a Program Error, it shall advise the Bankwhether it can correct or assist in resolving such error/problem on a besteffort basis.6.13.8.14 Updates/Upgrades/New releases/New versions:The Vendor may from time to time release Updates/Upgrades/Newreleases/New versions and notify the Bank about the same. The Vendoragrees that all such Updates/Upgrades/New releases/New versions, as andwhen released during the term of warranty or AMC shall be provided to theStrictly Confidential Main Document Page 110

RFP for TSCB Core Banking ProjectTender #:Bank at no additional cost or fees or expenses including implementation cost.6.13.8.15 Enhancements:6.13.8.15.1 All requests for Enhancements that may be required for any reason by theBank shall be made in accordance with the procedures to be established bythe Bank in this regard.6.13.8.15.2 Any service provided by the Vendor, which is within the purview of theSoftware Maintenance and Support Services contemplated herein shall be atno additional cost or fees or expenses to the Bank.6.13.8.15.3 The Vendor shall rectify any corruption in the Application software or mediaat no extra cost to the Bank.6.13.8.15.4 The Vendor shall ensure almost ‘nil’ downtime of licensed software, promptexecution of customization and enhancement requirements, version controlmechanism and also to develop smooth upgrades and version changes, ongoing training, user group meetings and feedback mechanism.6.13.8.15.5 The Vendor agrees that licensed software support will include specifically theHelp Desk, update, upgrade, technical guidance on usage of features andfunctionality, problem solving and troubleshooting including troubleshootingand operational errors/bug fixation, rectification of bugs, enabling features ofthe 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. TheVendor agrees that the support will be rendered in person in the normalcourse and in emergencies, support will be extended through telephone, fax,and email and that such instances should be an exception.6.13.8.16 Obligations of the Vendor:In the course of rendering the aforesaid Software Maintenance & Supportservices, Vendor shall be responsible for the following:6.13.8.16.1The Vendor shall render both on-site and off-site maintenance and supportservices to the Bank. The Vendor shall provide remote trouble shooting /customer support mechanism. The Software Maintenance and SupportServices shall be provided from the Support Centre.6.13.8.16.2Vendor shall assign personnel of appropriate qualifications and experience toperform the services in order to fulfil its obligations.6.13.8.16.3Vendor shall designate one of its personnel as the Project Manager, tointeract with the Designated Customer Support Contact from the Bank for thepurposes of getting approvals, progress report, discussing and resolvingissues, arranging meetings, etc.6.13.8.16.4Vendor shall exercise requisite control and supervision over its personnel inthe course of rendering the services and make best efforts to ensure that theservices are rendered in a continuous and uninterrupted manner.6.13.8.16.5Vendor will have the right to withdraw its personnel, by replacing thepersons with others having appropriate experience and skills at its own cost.In the event that any person engaged/deputed/deployed for renderingservices, is, either;• no longer available by reason of resignation or termination or the like; or• unable to render satisfactory services; orStrictly Confidential Main Document Page 111

RFP for TSCB Core Banking ProjectTender #:• not acceptable to the Bank by reason of any misconduct or nonperformanceon the part of such person6.13.8.16.6 Vendor will use all reasonable endeavours to replace such individualpromptly by another sufficiently skilled, qualified, and experienced person atits own cost. Vendor will in the discharge of its obligations use all reasonableendeavours to minimize changes in personnel.6.13.8.16.7 Vendor will respect the confidentiality of all information given to it by theBank and will not divulge such information to any third party or other unitswithout the consent of the Bank.6.13.8.16.8 Vendor shall impart to the authorized employees of the Bank, additionaltechnical and/or user training in respect of any corrected licensed softwareprovided, if required by the Bank.6.13.8.16.9 The Vendor shall promptly install/implement the corrected licensed softwareand/or maintenance releases provided at the Designated Location(s) of theBank at no additional cost or fees or expenses.6.13.8.16.10 The Vendor shall undertake regular preventive maintenance of the licensedsoftware.6.13.8.16.11 All bug fixations / modifications / enhancements relating to the licensedsoftware shall be done by the Vendor in a time bound manner. The Vendorshall fix bugs of critical nature within 7 working days of reporting full detailson high priority and work around solutions shall be given immediately. TheVendor shall fix the non-critical bugs within a period of 7 to 30 days from thedate of reporting. The Vendor shall adopt a common, smooth, timely andeffective and satisfactory bug/enhancement handling mechanism. TheVendor agrees that the errors resulting from the licensed software shall notbe attributed to alleged misuse, improper use, alteration or damage byusers. The Vendor shall compensate the Bank such financial loss suffered bythe Bank if the Vendor fails to fix bugs, provide the modifications /enhancements / customisation as required by the Bank as per the terms andconditions of this tender and to meet the services level agreements as willbe entered into by the Vendor with the Bank.6.13.8.17 Obligations of the Bank:The Bank shall be responsible for the following:6.13.8.17.1 The Bank shall designate a Customer Support Contact for each designatedlocation who shall be a single point of contact between the Bank and Vendorfor all communication in connection with the provision of Maintenance andSupport Services. The Parties also agree that all interaction andcommunication between the Parties for the purposes of this tender shall takeplace through the Customer Support Contact designated by the Bank.Vendor shall not be required to incorporate any direct input received fromthe Named Users, unless expressly ratified by the Customer Support Contactof the Bank in writing.6.13.8.17.2 The Bank shall ensure that all requests for support services are formallyraised in accordance with the procedure prescribed in respect thereof and allsuch requests conform to the formats agreed upon from time to time.6.13.8.17.3 The Bank shall give Vendor and its personnel full access (physical and/orremote) to the Support Location, and the designated hardware & Equipmentto enable Vendor to provide the Maintenance & Support Services.Strictly Confidential Main Document Page 112

RFP for TSCB Core Banking ProjectTender #:6.13.8.18 Software Support6.13.8.18.1 The Vendor shall provide complete technical support for software problems(all licensed software provided by the Vendor as a part of this RFP ormaintained by the Vendor as a part of this RFP) and or questions, defect andnon-defect related to Bank office automation products, systems and licensedApplications.6.13.8.18.2 The Vendor shall provide licensed software support including but notlimited to problem tracking, problem source identification, problem impact(severity) determination, bypass and recovery support, problem resolution,management reporting and trend analysis and interfacing with other suppliers(as required) on behalf of the Bank.6.13.8.18.3 Vendor shall provide a single-point-of-contact (via Help Desk, E-mailaddress, web interface to log a service request) for Software support andrespond to the initial request from the Bank within agreed service levels.6.13.8.18.4 Vendor shall log any reported incident, identify it as defect or non-defectrelated, and track it till resolution. For all incidents, the Vendor will ask theBank to assign a severity rank and handle it according to Service Levels givenin Annexure 09.6.13.8.18.5For a defect related problem, depending on the Software, Vendor shall either:Issue defect correction information, a restriction, or a bypass (provided theproblem can be reproduced in that Software's specified operatingenvironment), orDuring resolution of a reported problem, Vendor shall provide the Bank withperiodic status updates and also provide the Bank with a (monthly/weekly)report detailing the disposition of each reported problem, and other contentsas desired by the BankThe Vendor shall provide reasonable effort using available resources to assistthe End Users at the Bank with Non-Standard Software support for problemdetermination and resolutionVendor shall provide for all costs, including travel, incurred by the Vendor inproviding the FM function as these costs shall be borne by the Vendor. TheBank will not be liable to pay any cost, expenses, charges, etc. under anycircumstances.6.13.9 LAN and Server Administration6.13.9.1 The Vendor shall provide for LAN and Server administration services includingadministrative support for user registration, creating and maintaining userprofiles, granting user access and authorisation, providing ongoing userpassword support, announcing and providing networking services for usersand providing administrative support for print, file, directory and e-mailservers.6.13.9.2 Vendor shall provide a single-point-of-contact for requesting LAN and Serveradministration services and answering administrative questions. The LANadministration personnel of the Vendor will respond to the initial request fromthe Bank within the agreed service level objectives and service coveragehours.6.13.9.3 Vendor shall install, configure, customise and test all network & securitycomponents, hardware and software proposed as a part of this RFP.6.13.9.4 Vendor shall maintain access controls to protect and limit access to LANStrictly Confidential Main Document Page 113

RFP for TSCB Core Banking ProjectTender #:resources to the authorised End Users of the Bank. The Vendor shall maintainevent log for all logical access to Server resources.6.13.9.5 Vendor shall perform user ID and group management services for access toServer resources (for example, user ID add/delete/change, passwords, serverspace allocations, user and system profiles).6.13.9.6 Vendor shall provide support as required to assist with hardware and softwareproblem isolation and resolution in the LAN environment.6.13.9.7 Vendor shall perform file space management services (for example, storagemanagement, protection, and defragmentation).6.13.9.8 Vendor shall perform LAN and Server problem determination (rundiagnostics).6.13.9.9 Vendor shall manage queues (spool) for output devices.6.13.9.10 Vendor shall communicate Server changes affecting the LAN environment.6.13.9.11 The Vendor shall perform backup and restore services on Server using thehardware and software required for performing backup and restore serviceson Servers. Onsite & offsite backups are to be taken. The frequency will beDaily, weekly, monthly & half yearly. The backup tapes need to be providedby the Vendor. Fire-proof cabinet to store these backups on-site should beprovided by the Vendor. Storing of these backups at an off-site location willbe done by the Bank.6.13.9.12 Vendor shall perform backup and restoration according to mutually agreedbackup and restore policies and procedures, including performance of daily,weekly, and monthly backup functions for data and software maintained onServers, including interfacing with the specified backup media storagefacilities at the Bank.6.13.9.13 Vendor shall make reasonable efforts to detect and eradicate viruses forServers.6.13.9.14 Vendor shall maintain LAN and Server configuration data.6.13.9.15 Vendor shall track Server activity and provide input for forecasting Servergrowth and capacity requirements.6.13.9.16 Vendor shall monitor Server performance and perform basic tuning of Serversto maintain performance in accordance with Service Levels mentioned inAnnexure 09.6.13.9.17 For remote LAN and Server administration support Vendor shall:• Install, configure, customize and test Server hardware and softwarerequired to provide remote LAN and Server administration services, ifrequired,• Visit remote Designated Locations to perform administration tasks• Provide instructions, if required, on LAN administration supportresponsibilities to designated remote site support personnel of the Bank,and• Provide required support procedures6.13.9.18 Vendor shall implement security policy and procedures of the Bank, includingaccess controls and Server backup and restore requirements6.13.9.19 Vendor shall provide applicable Vendor license agreements for ServerStrictly Confidential Main Document Page 114

RFP for TSCB Core Banking ProjectTender #:software as required6.13.9.20 Vendor shall provide the LAN configuration (hardware components, softwareand communication devices) and its maintenance for all locations where theVendor has installed the LAN.6.13.9.21 Vendor shall provide (as appropriate) with drawings of each network locationwhere it has installed the LAN. Such drawings should include detail, forexample, on partitions, doors, equipment racks, electrical power receptaclelocations, telecommunications port locations, LAN port locations, and roomdesignations.6.13.9.22 Vendor shall develop and maintain Server backup procedures to facilitaterecovery of network resources6.13.9.23 Vendor shall inform the Bank of any planned or emergency changes affectingthe LAN environment6.13.10 Security ManagementThe Vendor shall provide for management of all the components provided atthe Data Centre as well as Disaster Recovery Centre facility.6.13.10.1 Management of FirewallsAs part of Firewall Management, the Vendor shall maintain network objectsdefinitions, review / modify access control/filter rules,Services/Users/Hosts/IP filter rules as per the Information Systems SecurityPolicies & Procedures of the Bank.6.13.10.2 Management of Intrusion Prevention SystemAs part of IDS Management Vendor shall monitor configurations thresholdsand policies, monitor the IDS console and monitor alerts generated againstattacks. The Bank will provide all required inputs for IDS Configuration.6.13.10.3 In conjunction with the Bank, develop procedures for ensuring all planned andemergency changes affecting the entire environment and properlydocumented (e.g., schematics, backup and restore process documentation,disk space mappings, equipment inventory reports, batch process schedules,program dependencies and access rights reports);6.13.10.4 Install, configure, customize and test all system management tools andsystem capacity required to support the Services;6.13.10.5 Performance ManagementAs part of Performance Management Vendor shall:6.13.10.5.1 Monitor, measure and analyze systems performance as it compares to theService Levels and provide periodic reports to the Bank.6.13.10.5.2 Monitor and adjust workload and resources including workload planning, jobscheduling and operational backup/recovery for Servers.6.13.10.5.3 Notify the Bank when any element (e.g., file server disk capacity andmemory, number of printers, etc) reaches critical utilization levels and thatadditional capacity is required to perform the Services in accordance withService Levels given in Annexure 09.6.13.10.6 Problem ManagementAs part of Problem Management Vendor shall:6.13.10.6.1 Report all device failures and notify respective administrators. The VendorStrictly Confidential Main Document Page 115

RFP for TSCB Core Banking ProjectTender #:will immediately resolve the device failures and sign-off for the sameobtained from the Bank.6.13.10.6.2 Develop procedures to support failure recovery capability for criticalApplication processing.6.13.10.6.3 Perform problem management tasks including real-time monitoring of theenvironment, problem identification, reporting, logging, tracking,resolution, communication and escalation for problems.6.13.10.6.4 Define problem priority levels and associated escalation procedures -assign ownership and priority for each problem.6.13.10.6.5 Gather and enter problem information into a problem record, notify theappropriate personnel or Vendor as to the required actions, andcommunicate problem status, as required, to affected Bank personnel.6.13.10.6.6 Investigate problems to determine probable cause, expedite problemresolution and, using historical data, attempt to minimize the recurrence ofduplicate or similar incidents.6.13.10.6.7 Use reasonable efforts to provide circumvention of the problem (alternateresources, restart, bypass, impact, etc.), and verify resolution.6.13.10.6.8 Use problem management information proactively to assist in therecognition and prevention or resolution of recurring problems.6.13.10.6.9 Track and maintain a record of events as they occur during problemresolution activities and provide follow-up as required.6.13.10.6.10 Provide problem reports to the Bank on a periodic basis, includinginformation on the problems by type and the status of any outstandingproblems.6.13.10.6.11 Implement procedures to automatically detect errors and notify respectiveadministrators when the system requires attention6.13.10.6.12 Develop, test and maintain a plan that enables the recovery of data due tounplanned operational types of failures such as equipment malfunction,temporary power disturbances and abnormal terminations.6.13.10.6.13 Provide technical assistance to the Bank when dealing with Vendor servicesorganizations, including:6.13.10.6.13.1 Interact with Vendor to help resolve problems, and6.13.10.6.13.2 Assist with multi-Vendor problem source identification.6.13.11 Change ManagementAs part of change management Vendor shall:6.13.11.1 Accept and enter authorized change requests into an information data basefor the purpose of tracking changes to the environment; and6.13.11.2 For every change affecting the entire environment Vendor shall:6.13.11.2.1 Assess the necessity and impact of the proposed change onperformance, connectivity and overall operation.6.13.11.2.2 In conjunction with the Bank, develop acceptance test criteria and testthe change.6.13.11.2.3 Work with the Bank to resolve any acceptance test issues.6.13.11.2.4 Schedule/manage testing and implementation of the change, includingStrictly Confidential Main Document Page 116

RFP for TSCB Core Banking ProjectTender #:communication to and coordination with other affected functions inaccordance with the Change Management Procedures to be agreed withthe Bank.6.13.11.2.5 With assistance from the Bank, verify the successful implementation ofthe change; and6.13.11.2.6 In respect of remote management the Vendor shall:6.13.11.2.6.1 Install, configure, customize and test Server hardware and softwarerequired to provide remote management services, if required,6.13.11.2.6.2 Visit remote designated locations to perform management tasks inaccordance with the mutually agreed to schedule set forth in theProcedures Manual,6.13.11.2.6.3 Provide required support procedures.6.13.12 Operations and Management6.13.12.1 The Vendor shall provide services for the installation and customisationof tools to support LAN operations and management, includingoperations, problem diagnosis, performance, and security at the DC andthe DRC facility. The activities to be performed by the Vendor under thisservice are outlined below.6.13.12.2 For the selected licensed software’s and tools Vendor shall:6.13.12.2.1 Install, configure, customize and test those used to support operationsmanagement (for example) automated start-up, maintain directories andprofiles.6.13.12.2.2 Install, configure, customize and test those used to support problemmanagement (for example) generate automatic alerts for critical outage.6.13.12.2.3 Install, configure, customize and test those used to support performancemanagement (for example) define the alert threshold and performnotification.6.13.12.2.4 Install, configure, customize and test those required to support networksecurity to (for example) control user access and perform virusdetection.6.13.12.2.5 Test new Applications and tools installations prior to general use tocheck compatibility with the existing LAN and network configuration.6.13.12.2.6 Establish, in conjunction with Bank, a test and implementation plan priorto each Application and tool installation6.13.12.2.7 Communicate to the End Users and business units of the Bank, anyprerequisites (e.g., disk space, operating system, data backup) prior tolicensed software and tools implementation and any post-installrequirements (e.g., security, software support), or any updates to theconfiguration database6.13.12.2.8 Provide a single-point-of-contact to support personnel from TSCB. TheNetwork specialist representing the Vendor will respond to the initialrequest from TSCB within standard service level objectives and6.13.12.2.9 Provide one copy of appropriate software operational documentation tothe Bank.Strictly Confidential Main Document Page 117

RFP for TSCB Core Banking ProjectTender #:6.13.13 Data Centre (“DC”) and Disaster Recovery Centre (“DRC”)ManagementThe Vendor shall provide for management of DC and DRC at the Bankfrom the time an agreement is signed between the Bank and theVendor. It includes data space management (house keeping of ServerDisks), and data backup and recovery for shared Databases. The Vendorshall provide all the necessary services including DBA activities at DCand DRC for their effective functioning.6.13.13.1 Data Space ManagementThe Vendor shallWork with the Bank in defining data space management requirements ofthe Bank, which includes identifying:• Fragmented data on a disk, and• Inefficiently utilized disk spaceMonitor disks at the Bank for fragmented data and periodically run adefragmentation process (that rewrites all the files on a disk,consolidating all the free space into large contiguous space), asappropriatePeriodically monitor disk space utilization at the Bank and take action toimprove such utilization by (for example) deleting data that is no longerneededInstall, configure, test and manage any tools that may be required fordata space management, such as those for compressing/stacking dataor re-blocking data andBefore taking any data management actions, notify the affected EndUsers at the Bank.6.13.13.2 Data Backup and Recovery for Shared Data BasesThe Vendor shall work with the Bank in defining data backup andrecovery requirements, which includes identifying:The data backup technique which best suits the needs of the Bank (forexample, disk mirroring, off-line backup, on-line backup, data baseexport or log file backup)The data to be backed-up, whether all data will be backed-up or only aportion of itVendor shall install, configure, test and manage any tools that may berequired for data backup and recovery, such as those for writing thesame data to multiple storage devices at the same time (data mirroring)andVendor shall restore data to the Database, as appropriate.6.13.13.3 Perform Database Administration activities for DatabaseThe Vendor agrees that all Databases of the Bank will be administeredas per CBS Application standards and requirements. The service coversall the Databases run on Bank servers at DC and DRC facility designatedby the Bank including but not limited to:• Start-up and shutdown of Databases;Strictly Confidential Main Document Page 118

RFP for TSCB Core Banking ProjectTender #:• Daily / Weekly / Monthly backup of Databases;• Database recovery when required;• Weekly Database recovery checks;• Required logs maintenance as per Standards of the Bank;• Disaster recovery as per Standards of the Bank;• Documentation upkeep and records maintenance;• User account management;• Database problem resolution; and• Performance tuning6.13.14 Operations Management:6.13.14.1 Assets Purchase:The Bank will own all assets. The Bank will issue the purchase order onthe Vendor. The Vendor in turn shall liase with the OEMs to procure thematerial. This arrangement does not absolve the Vendor of anyresponsibilities in terms of quality of goods delivered, timelines ofdelivery or any other terms mentioned elsewhere in this RFP.6.13.14.2 Asset & Resource Tracking:The Vendor must use an asset management system, integrated with theproposed EMS, to identify, track, and report all IT assets of the Bank,including hardware, software, licenses and data communicationcomponent.6.13.14.3 Asset Reporting:The Vendor shall provide periodic reports to support asset tracking,analysis, and strategic planning. The Vendor shall allow authorized Bankpersonnel to have electronic access and query capability to the assetDatabases on an ongoing basis; andAsset tracking and inventory data must be provided to the Bank, uponrequest, in a Standard (ASCII, word, excel, etc.) format.6.13.14.4 Monitoring And Tuning:6.13.14.4.1 Vendors must propose an enterprise management system thatmeasures, evaluates, and records status and performance informationabout all the equipment. Information obtained from the performancemanagement facilities shall also assist in system tuning and capacityplanning to improve performance. The proposed enterprise managementsystem should have been implemented and live in at least one RRB inIndia6.13.14.4.2 Server performance metrics shall include processor utilization, harddrive space utilization, and other critical operating system needs such asbuffer space or swap space.6.13.14.4.3 The Vendor shall implement proactive procedures to address trendsidentified from performance and monitoring data. The managementsystem will produce standard reports that are to be provided todesignate Bank contacts.6.13.14.5 Security:Strictly Confidential Main Document Page 119

RFP for TSCB Core Banking ProjectTender #:6.13.14.5.1 The Vendor shall ensure that the entire IT infrastructure of the Bank tobe provided as part of this RFP shall comply with the Security Policy ofthe Bank as approved by the Board of Directors, which shall be inconformity with the requirements of BS 7799, ISO 17799 standards,Information Technology Act, 2000 and Reserve Bank of India guidelines.6.13.14.5.2 The Vendor shall implement the Information Systems Security Policies(‘ISSP”) that address the security policies of the Bank as they exist atthe time of Agreement initiation and adopt any updated, revised orexpanded policies that the Bank implements during the tenure of theRFP. The activities that the Vendor shall address include but are notlimited 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.6.13.14.5.3 The Vendor shall secure the resources against unauthorized access frominternal or external sources.6.13.14.5.4 The Vendor shall assist the Bank in planning for security and relatedauthorization, registration, and audit capabilities. This includesauthentication capability (access rights and passwords), virus detectionand eradication, logon administration and synchronization across serversand Applications, and support for required security classifications.6.13.14.5.5 The Vendor shall review the security policies and procedures of the Bankfor effectiveness and recommend improvements; identify the protectionrequirements for operating system and Application resources6.13.14.5.6 Vendor shall implement an access control program, which will satisfy thesecurity standards and practices of the Bank as defined in theProcedures Manual6.13.14.5.7 Vendor shall control the security/administration of user IDs for networkApplications and tools6.13.14.5.8 Vendor shall provide access to system resources to the authorized EndUsers at the Bank6.13.14.5.9 Vendor shall establish, change, deactivate, and remove logon IDs andassociated access authorizations6.13.14.5.10 Vendor shall establish a process, with concurrence from the Bank, toreset user passwords6.13.14.5.11 Vendor shall reset logon ID passwords and disclose passwords toauthorized personnel6.13.14.5.12 Vendor shall use the system access granted to the Vendor by the Bankonly to the extent necessary to perform the Services6.13.14.5.13 Vendor shall periodically review access authorizations and remove thosefor which approval no longer existsStrictly Confidential Main Document Page 120

RFP for TSCB Core Banking ProjectTender #:6.13.14.5.14 Vendor shall manage system access to the Server platform6.13.14.5.15 Vendor shall synchronize security information across multiple servers toprovide consistent security control6.13.14.5.16 Vendor shall provide and maintain virus avoidance, detection, andelimination software for Servers6.13.14.5.17 Vendor shall conduct periodic virus scans for Servers to monitor for viruspropagation and perform virus detection and eradication6.13.14.5.18 Vendor shall maintain security controls for dial-in services and add usersto the services as requested by the Bank6.13.14.5.19 Vendor shall restrict physical access to Servers and infrastructuredevices and other secured areas to authorized personnel only6.13.14.5.20 Vendor shall implement controls which protect printed output andportable storage media (for example, tapes and disk packs) fromunauthorized access and6.13.14.5.21 Vendor shall notify the Bank of any security violations requiring actionfrom the Bank.6.13.14.6 Security Incident Reporting:The Vendor shall promptly report to the Bank any significant computeror network security incidents occurring on any systems.If an incident is confirmed, the Vendor shall provide all necessaryassistance and access to the affected systems so that a detailedinvestigation can be conducted and solutions applied are documented.Further, the Vendor shall track the number of security incidentoccurrences resulting in a user's loss of data integrity, denial of service,loss of confidentiality or that renders the user(s) unproductive for aperiod of time.Security logs and audit information shall be handled according to theBank information systems security policies and procedures. Seriousincidents or incidents that could possibly involve law enforcement willalso be reported.For less significant incidents, the Vendor shall identify, track, and reportthe number of incident occurrences on the Vendor supported system.Incidents to be logged include, but are not limited to, scan, probe,isolated viruses, and unsuccessful penetration.6.13.14.7 Vendor Performance Metrics & Management:The service levels expected from the Vendor are given as part ofAnnexure 09 – Service Levels.6.13.14.7.1 Vendor performance will be monitored and recorded as necessary overthe duration of the contract with respect to satisfactory fulfilment of allcontractual obligations. Performance assessments may comprise of:• Delivery of services;• Condition of delivered equipment;• Compliance with service levels;• Availability of services within established timelines; andStrictly Confidential Main Document Page 121

RFP for TSCB Core Banking ProjectTender #:• Customer satisfaction ratings, and adequate servicing of thearrangement and all aspects which the arrangement hasstipulated, and prompt, complete and satisfactory resolution ofany contractual discrepancies other than those resulting fromActs of God.6.13.14.7.2 The Vendor is to assemble and create regular reports on theperformance of services using automated tools, in order to assist in theeffective management of the Service Agreement, and enable continuousimprovement of the in-scope services that the Bank receives. Reportsmust be compiled and distributed to the Bank management in an agreedupon electronic format. Tools for measuring performance of SLA have tobe provided by the Vendor.6.13.14.7.3 Reports must be compiled and published on all functions, includingperformance.6.13.14.7.4 Reports must include the measurement of the Vendor's actualperformance against the required service levels.6.13.14.7.5 The Vendor is to implement a management structure to facilitatecommunications between the Vendor and the Bank and, to address andresolve concerns escalated either by the Vendor or the Bank.6.13.14.7.6 Routine meetings and reporting processes must be defined to ensure asmooth interface and timely resolution of issues.6.13.14.7.7 The Bank managerial and technical professionals will administer theBank relationship with the Vendor and exercise the Bank retainedauthorities. The Bank will define interfaces as appropriate, such thatBank single points of contact are defined for each service obtained fromthe Vendor. The Bank require a single interface to coordinate thedelivery of all services from the Vendor.6.13.14.7.8 The Bank will not resolve issues or disputes between Vendor's personneland any sub-contractors retained by the Vendor.6.13.14.7.9 For operational services such as problem resolution, Help Desk inquiries,and the like, there must be routine and continuous interaction betweenthe Vendor's employees and the Bank end-user community. TheVendor's employees are, in fact, extensions of the Bank ITSorganization, and will be a significant interface between suchorganization and the Bank end-user community. This operationalinterface will determine the satisfaction of the Bank employees with theservices delivered by the Vendor.6.13.14.7.10 The Vendor is expected to continuously measure and improve its servicedelivery and the Bank employee satisfaction with those services.6.13.15 Warranty:6.13.15.1 The offer must include a minimum comprehensive on-site free warrantyof 3 years from the date of installation and acceptance of the solution bythe Bank including all software, hardware, parts, media, patches,updates and licences. No parts, accessories of the systems like printheads etc. should be excluded from such warranty; and6.13.15.2 Vendor shall be fully responsible for the manufacturer's warranty inrespect of proper design, quality and workmanship of all hardware,equipment, accessories etc. covered by the tender. Vendor must warrantall hardware, equipment, accessories, spare parts etc. against anyStrictly Confidential Main Document Page 122

RFP for TSCB Core Banking ProjectTender #:manufacturing defects during the warranty period.6.13.15.3 During the warranty period Vendor shall maintain the systems and repair/ replace at the installed site, at no charge to the Bank, all defectivecomponents that are brought to the Vendor's notice.6.13.15.4 Warranty should not become void, if Bank buys, any other supplementalhardware from a third party and installs it within these machines underintimation to the Vendor. However, the warranty will not apply to suchsupplemental hardware items installed.6.13.15.5 In the event of system breakdown or failures at any stage, protectionavailable shall be specified which would include the following:6.13.15.6 Diagnostics for identification;6.13.15.7 Protection of data entered;6.13.15.8 Recovery / restart facilities; and6.13.15.9 Back up facilities.6.13.15.10 The Vendor shall carry out Preventive Maintenance (PM), includingcleaning of interior and exterior, of all hardware and testing for virus, ifany, once in a calendar quarter and should maintain proper records ateach site for such PM. Failure to carry out such PM will be a breach ofwarranty and the warranty period will be extended by the period ofdelay in PM.6.13.15.11 For implementing different versions of Application Software, ifadjustments / change in the configuration are to be made in basememory the same should be carried out by the Vendor as a part ofwarranty.6.13.15.12 If the Operating System or additional copies of Operating System arerequired to be installed / reinstalled / de-installed, the same should bedone as part of warranty. The Vendor shall provide or develop with theassistance of Bank• Technical Standards;• Security Requirements;• Operating Procedures;• Recovery Procedures;• Design update and upgrade a logical network configuration whichaddresses (for example) the number of routers and any otherinformation required to complete site preparation activities;• Provide and upgrade the network, server and PC environment thatwill meet the Service Levels specified; and• Perform an inventory of warranties and licenses in place as of theStart Date.6.13.15.13 The Vendor shall ensure that the warranty complies with the agreedTechnical Standards, Security Requirements, Operating Procedures, andRecovery Procedures6.13.15.14 The Vendor shall develop and maintain an inventory Database to includethe registered hardware warranties and software licenses existing as ofthe Start Date, and the warranties and licenses for hardware andStrictly Confidential Main Document Page 123

RFP for TSCB Core Banking ProjectTender #:software:• Procured through the Vendor, or• Procured by the Bank with notification to the Vendor for inclusion insuch data base6.13.15.15 The Vendor shall perform warranty and license registration, if any, with theappropriate manufacturer, for hardware and software:• Procured through the Vendor, or• Procured by the Bank with notification to the Vendor for inclusion insuch data base6.13.15.16 Vendor shall monitor warranties to check adherence to preventive andrepair maintenance terms and conditions;6.13.15.17 Vendor shall provide the Bank with access to asset control information;6.13.15.18 Vendor shall provide to the Bank, as reasonably requested, reports thataid the Bank in performing asset management and financialmanagement functions of the Bank as these relate to hardware leasesand warranties and software licenses;6.13.15.19 Vendor shall maintain data regarding entitlement for software upgrades,enhancements, refreshes, replacements and maintenance; and6.13.15.20 Vendor shall provide technical information as reasonably requested bythe Bank for preparation and implementation of budgets and costbenefit analysis.6.13.15.21 As far as possible, the equipment should be repaired at site. Where theequipment is taken for repairs outside the Bank, a substitute should beprovided and data, if any, should be transferred to the substitutemachine besides creating back-up in one of the system’s at the Bankoffice and the data in the machine should be got deleted and hard diskshould be degaussed.6.13.15.22 Mean time between failures (MTBF)If during warranty period, any equipment has a hardware failure on fouror more occasions in a period of less than three months or six times in aperiod of less than twelve months, it shall be replaced by equivalent orhigher-level new equipment by the Vendor at no cost to the Bank.However, if the new equipment supplied is priced lower than the price atwhich the original item was supplied, the differential cost should berefunded to the Bank.6.13.15.23 For any delay in making available the replacement and repairedequipments for inspection, delivery of equipments or for commissioningof the systems or for acceptance tests / checks on per site basis, Bankreserve the right to charge a penalty and the Vendor agrees that therate of penalty would be as per section 3.2.18 of this document.6.13.16 Asset Moves (Relocations)6.13.16.1 The Vendor shall perform Asset Moves for all equipment supplied by it asa part of this RFP.6.13.16.2 The Vendor shall place emphasis on minimal disruption to the businessof the Bank during asset movement scheduling. The Vendor shallschedule branch/department/office moves and Move Add and ChangeStrictly Confidential Main Document Page 124

RFP for TSCB Core Banking ProjectTender #:(‘MAC’) activity on Servers to other than normal business hours tominimize the impact to business operations of the Bank.6.13.16.3 The Vendor shall provide a single-point-of-contact for all MAC requests;6.13.16.4 The Vendor shall:6.13.16.4.1 Implement a process to provide for authorized approval of all MACrequests prior to submission by the End User;6.13.16.4.2 Ensure that all MAC requirements are clearly defined in each authorizedrequest;6.13.16.4.3 Coordinate any ‘Third Party Vendor’ activity required to affect a MAC;6.13.16.4.4 Be responsible for the completion of site preparation requirements, priorto the scheduled MAC date;6.13.16.4.5 Establish and communicate to the Bank the escalation procedures forsituations where site preparation requirements have not been completedwithin the defined time frames or in accordance with specifications;6.13.16.4.6 Provide required host, server, and LAN connectivity;6.13.16.4.7 Provide the necessary addressing standards and allocations;6.13.16.4.8 Provide a designated staging area for displaced hardware and software;6.13.16.4.9 Define the procedures for disposal of displaced hardware and software;6.13.16.4.10 Be responsible for all regulatory requirements associated with thedisposal of displaced hardware and software;6.13.16.4.11 Log and track all MAC activity from receipt of request throughcompletion;6.13.16.4.12 Schedule and coordinate MAC and Refresh activity with End Users andthe appropriate business organizations at the Bank (e.g., facilityservices, LAN administration, etc.);6.13.16.4.13 Implement a mutually agreed to process to be specified in theProcedures Manual for managing MAC activity;6.13.16.4.14 Perform all MAC activity according to the specified Service Levels;6.13.16.4.15 Backup data on End User Machines prior to relocation, if required;6.13.16.4.16 Reload all software and data from an existing End User Machine to thenew End User Machine and purge existing data from the de-installedmachine, if required;6.13.16.4.17 Following a MAC or Refresh, perform the appropriate configuration andtesting (Power On Self Test);6.13.16.4.18 Run additional diagnostics if, during an Add, the Power On Self Test failsto execute;6.13.16.4.19 Test connectivity to a defined logon screen, if required;6.13.16.4.20 Provide basic orientation (approximately 15 minutes) to the End User, ifrequired;6.13.16.4.21 Obtain End User sign-off that the MAC activity has been performed inaccordance with the requirements specified in the MAC request;6.13.16.4.22 Move all displaced hardware and software and excess packing materialsto designated staging area at the Bank;Strictly Confidential Main Document Page 125

RFP for TSCB Core Banking ProjectTender #:6.13.16.4.23 Update the information necessary in the asset management systemfollowing any MAC activity. The updation will be manual for non networkconnected assets; and6.13.16.4.24 Provide a monthly report summarizing the MAC activity for the previousmonth.6.13.17 Asset Tracking6.13.17.1 The Vendor shall act as the focal point for obtaining equipment detailsand for receiving and providing asset management data for DC, DRC,Head Offices, DO Offices, Extension Counters & branches6.13.17.2 The Vendor shall provide for performing asset tracking, and the servicesinclude performing an initial inventory of Hardware and Software tovalidate or establish the data base and defining the process for trackingHardware and Software throughout the life cycle from procurementthrough disposal, including any changes performed during the useful lifeof the asset6.13.17.3 Vendor shall perform an initial inventory of Hardware and Software tovalidate or establish a baseline asset inventory, affix an inventory tagand input the required information into the asset tracking data base, forexample, configuration (hardware, software, etc), status, location, andownership6.13.17.5 Vendor shall develop and maintain an asset/ inventory-trackingDatabase6.13.17.6 Vendor shall establish a process, as required, to gather data regardingnewly acquired assets or any changes to existing assets and6.13.17.7 Vendor shall perform a periodic physical inventory and audits inaccordance with the guidelines specified in the Procedures Manual, andprovide reasonable assistance in resolving any discrepancies.6.14 Provide BWCN Management Services:The Vendor shall operate and monitor all Local Area Network (‘LAN’) forthe 57 locations, and report the BWCN availability in adherence with theVendor agreed BWCN service levels.6.14.1 Management of Ethernet Switches and RoutersThe Vendor shall maintain the configuration on the central switch as peroriginal provided configurations, and the Switch and RouterConfigurations to ensure redundancy on the Up-links between theswitches within the Data Centre, DR facility and other RRB offices andbranches. Vendor shall manage Configuration of IP Protocol on theRouter and perform periodic password changes on Routers.6.14.2 Management of FirewallsAs part of Firewall Management, the Vendor shall maintain networkobjects definitions, review / modify access control/filter rules,Services/Users/Hosts/IP filter rules as per the Information SystemsSecurity Policies & Procedures of the Bank.Strictly Confidential Main Document Page 126

RFP for TSCB Core Banking ProjectTender #:6.14.3 Management of Intrusion Detection SystemAs part of IDS Management Vendor shall monitor configurationsthresholds and policies, monitor the IDS console and monitor alertsgenerated against attacks. The Bank will provide all required inputs forIDS Configuration.6.14.4 Manage Directory ServerAs part of this activity, Vendor shall manage the Master and Slave LDAPserver. Vendor shall manage the replication of Master LDAP serverconfiguration to replicate to Slave LDAP server. This service wouldinclude the Maintenance of Configurations of directory schema for userrecord maintenance.6.14.5 Monitor Network LinksThe Vendor shall monitor the BWCN Links at the Data Centre andEscalate to Focal Point of the Bank in case of any link faults or failures.Vendor shall periodically report to the Bank on the Link Availability.6.14.5.1 As part of monitoring BWCN links the Vendor shall:6.14.5.1.1 Interact with all 3rd party service providers6.14.5.1.2 Provide a single-point-of-contact for responding to the BWCNmanagement questions or accepting problem management requests ofthe Bank. The BWCN management specialist of the Vendor willrespond to initial request from the Bank within agreed service levelobjectives set forth;6.14.5.1.3 Maintain access controls to protect and limit access to BWCN resourcesto authorized End Users at the Bank;6.14.5.1.4 Adhere to the naming conventions of the Bank when adding or deletingresources to/from the network;6.14.5.1.5 In conjunction with the Bank, develop procedures for ensuring allplanned and emergency changes affecting the BWCN environmentare effectively communicated and properly documented (e.g.,network schematics, backup and restore process documentation,disk space mappings, equipment inventory reports, batch processschedules, program dependencies and access rights reports);6.14.5.1.6 Install, configure, customize and test all system managementtools and system capacity required to support the Services;6.14.5.1.7 Manage the BWCN using the system management control (SMC)disciplines6.14.5.1.8 The vendor will be responsible to design and develop monitoring reportsas per the banks requirements and will be responsible for timelygeneration and distribution of the reports to the banksmanagement.6.14.6 Performance ManagementAs part of Performance Management Vendor shall:Strictly Confidential Main Document Page 127

RFP for TSCB Core Banking ProjectTender #:6.14.6.1 Monitor, measure and analyse systems performance and overall BWCNperformance as it compares to the Service Levels and provide periodicreports to the Bank6.14.6.2 Periodically evaluate network performance and tune BWCN componentsto meet the Service Levels, where warranted, Vendor shall recommendhardware and software modifications to improve BWCN performance.6.14.6.3 In conjunction with the Bank, develop a schedule for performing BWCNmaintenance (virus detection, backup, disk space cleanup, hard disktesting and version upgrades) and BWCN modifications or enhancementsso as to minimally impact the End Users at the respective banks.6.14.6.4 Monitor BWCN and adjust workload and resources including workloadplanning, job scheduling and operational backup/recovery for Servers.6.14.6.5 Track BWCN usage and provide the information to the Bank for use indetermining future BWCN capacity requirements using standard networktools.6.14.6.6 Project growth and capacity requirements and recommendimprovements required to manage the BWCN load and6.14.6.7 Notify the Bank when any BWCN element (e.g., file server disk capacityand memory, number of printers, network bandwidth) reaches criticalutilization levels and that additional capacity is required to perform theServices in accordance with Service Levels.6.14.7 Problem ManagementAs part of Problem Management Vendor shall:6.14.7.1 Report all device failures and notify BWCN administrators. The Vendorwill immediately resolve the device failures and sign-off for the sameobtained from the Bank.6.14.7.2 Develop procedures to support failure recovery capability for criticalapplication processing.6.14.7.3 Perform problem management tasks including real-time monitoring ofthe BWCN environment, problem identification, reporting, logging,tracking, resolution, communication and escalation for problems.6.14.7.4 Define problem priority levels and associated escalation procedures -assign ownership and priority for each problem.6.14.7.5 Gather and enter problem information into a problem record, notify theappropriate personnel or Vendor as to the required actions, andcommunicate problem status, as required, to affected Regional RuralBank personnel.6.14.7.6 Investigate problems to determine probable cause, expedite problemresolution and, using historical data, attempt to minimize the recurrenceof duplicate or similar incidents.6.14.7.7 Use reasonable efforts to provide circumvention of the problem(alternate resources, restart, bypass, impact, etc.), and verifyresolution.6.14.7.8 Use problem management information proactively to assist in therecognition and prevention or resolution of recurring problems.6.14.7.9 Track and maintain a record of BWCN events as they occur duringStrictly Confidential Main Document Page 128

RFP for TSCB Core Banking ProjectTender #:problem resolution activities and provide follow-up as required.6.14.7.10 Provide problem reports to TSCB on a periodic basis, includinginformation on the problems by type and the status of any outstandingproblems.6.14.7.11 Implement procedures to automatically detect errors and notify networkadministrators when the system requires attention6.14.7.12 Develop, test and maintain a plan that enables the recovery of datadue to unplanned operational types of failures such as equipmentmalfunction, temporary power disturbances and abnormalterminations6.14.7.13 Maintain the capability for accessing BWCN to support the functions ofnetwork monitoring, configuration monitoring, and problemmanagement and6.14.7.14 Provide technical assistance to TSCB when dealing with Vendor servicesorganizations, including:6.14.7.15 Interact with Vendor to help resolve problems, and6.14.7.16 Assist with multi-Vendor problem source identification.6.14.8 Change ManagementAs part of change management Vendor shall:6.14.8.1 Accept and enter authorized change requests into an information database for the purpose of tracking changes to the BWCN environment; and6.14.8.2 For every change affecting the BWCN environment Vendor shall:6.14.8.2.1 Assess the necessity and impact of the proposed change onperformance, connectivity and overall operation6.14.8.2.2 In conjunction with the Bank, develop acceptance test criteria and testthe change6.14.8.2.3 Work with the Bank to resolve any acceptance test issues6.14.8.2.4 Schedule/manage testing and implementation of the change, includingcommunication to and coordination with other affected functions inaccordance with the Change Management Procedures to be agreed withthe Bank6.14.8.2.5 With assistance from the Bank, verify the successful implementation ofthe change; and6.14.8.2.6 Evaluate planned BWCN changes affecting the desktop environment andadvise the Bank of any requirements to support such changes.6.14.8.2.7 In respect of remote BWCN management the Vendor shall:6.14.8.2.7.1 Install, configure, customize and test Server hardware and softwarerequired to provide remote BWCN management services, if required,6.14.8.2.7.2 Visit remote designated locations to perform BWCN management tasksin accordance with the mutually agreed schedule set forth in theProcedures Manual,6.14.8.2.7.3 Provide required support procedures.Strictly Confidential Main Document Page 129

RFP for TSCB Core Banking ProjectTender #:6.14.9 Network Operations and Management6.14.9.1 The Vendor shall provide services for the installation and customisationof tools to support LAN and BWCN operations and management,including operations, problem diagnosis, performance, and security atthe 54 locations. The activities to be performed by the Vendor under thisservice are outlined below.6.14.9.2 For the selected licensed software’s and tools Vendor shall:6.14.9.2.1 Install, configure, customize and test those used to support operationsmanagement (for example) automated start-up, maintain directories andprofiles6.14.9.2.2 Install, configure, customize and test those used to support problemmanagement (for example) generate automatic alerts for critical outage6.14.9.2.3 Install, configure, customize and test those used to support performancemanagement (for example) define the alert threshold and performnotification6.14.9.2.4 Install, configure, customize and test those required to support networksecurity to (for example) control user access and perform virus detection6.14.9.2.5 Test new Network applications and tools installations prior to general useto check compatibility with the existing LAN and BWCN configuration6.14.9.2.6 Establish, in conjunction with TSCB, a test and implementation plan priorto each application and tool installation6.14.9.2.7 Communicate to the End Users and business units of the Bank, anyprerequisites (e.g., disk space, operating system, data backup) prior tolicensed software and tools implementation and any post-installrequirements (e.g., security, software support), or any updates to theconfiguration database6.14.9.2.8 Provide a single-point-of-contact to BWCN support personnel from TSCB.The Network specialist representing the Vendor will respond to the initialrequest from TSCB within standard service level objectives and6.14.9.2.9 Provide one copy of appropriate software operational documentation tothe Bank.End Of DocumentStrictly Confidential Main Document Page 130