CCTNS nagaland_SI_RFP_Volume 1.pdf - National Crime Records ...

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Crime & Criminals Tracking Network and Systems ProjectNagaland Police3. SI should carry out any requisite adjustments / changes in the configuration for implementing differentversions of Application Software.4. Updates/Upgrades/New releases/New versions. The SI shall provide from time to time theUpdates/Upgrades/New releases/New versions of the software and operating systems as required.The SI should provide free upgrades, updates & patches of the software and tools to State / UT asand when released by OEM.5. SI shall provide patches to the licensed software including the software, operating system, databasesand other applications.6. Software License Management. The SI shall provide for software license management and control. SIshall maintain data regarding entitlement for software upgrades, enhancements, refreshes,replacements, and maintenance.7. SI shall provide complete manufacturer’s technical support for all the licensed softwareproblems and/or questions, technical guidance, defect and non-defect related issues. SI shall providea single-point-of-contact for software support and provide licensed software support including but notlimited to problem tracking, problem source identification, problem impact (severity) determination,bypass and recovery support, problem resolution, and management reporting.8. The manufacturer’s technical support shall at a minimum include online technical support andtelephone support during the State’s business hours (Business hours in State will be from 0830hours to 2030 hours on all days (Mon-Sun)) with access for State and SI to the manufacturer’stechnical support staff to provide a maximum of 4 hour response turnaround time. There should notbe any limits on the number of incidents reported to the manufacturer. State shall have access to theonline support and tools provided by the manufacturer. State shall also have 24x7 access to a varietyof technical resources including the manufacturer’s knowledge base with complete collections oftechnical articles.6.4.3 Handholding ServicesHandholding services will include the following:a. Operations and maintenance services at the Data Center and Disaster Recovery Center for theserver and related infrastructure supplied and commissioned by the SI for the application.b. Central Helpdesk from the State designated premises.c. Support for the end users as provided in section 6.3.11d. Software maintenance and support services.e. Application functional support servicesOperations and maintenance services for the server and related infrastructureAs part of the Handholding services to provide Operations and maintenance support for the server andrelated infrastructure supplied and commissioned by the SI for the application at the Data Center andDisaster Recovery Center SI shall provide:The scope of the services for overall IT infrastructure management as per ITIL framework shallinclude 365x24x7 on site Monitoring, Maintenance and Management of the server and relatedVolume I Request for Proposal for Selection of System Integrator Page 80 of 193
Crime & Criminals Tracking Network and Systems ProjectNagaland Policeinfrastructure supplied and commissioned by the SI for the application at the Data Center and DisasterRecovery Center. The business hours in State / UT will be from 0830 hours to 2030 hours on all days(Mon-Sun). SI will plan these services accordingly. The SI shall provide the MIS reports for all thedevices installed in the Data Center and Disaster Recovery Center in format and media as mutuallyagreed with the State / UT on a monthly basis. Whenever required by State / UT, SI should be able toprovide additional reports in a pre-specified format. The indicative services as part of this support are asbelow:Note:(a) System Administration, Maintenance & Management Services(b) Application Monitoring Services(c) Network Management Services(d) Backend Services (Mail, messaging, etc)(e) Storage Administration and Management Services(f) IT Security Administration Services and Services for ISO 27001 and ISO 20000compliance(g) Backup and Restore ServicesEligibility Criteria for manpower requirementsQualification &ExperienceLocationManpower requirementHandholding Staff• B.E/ B. Tech/ MCA/ BCA/ PGDCA/ M.Sc./ B Sc• 2+ years of experience in Application Maintenance, DatabaseMaintenance, Data Centre Maintenance• Working proficiency on office suite• Good communication skills and proficient in English language(Nagamese Desirable)SDCThe minimum indicative manpower requirements at data center foroperation and maintenance services for the server and relatedinfrastructure are 2 nos. × 3 shifts for 3 Years i.e 216 Man Months. Biddersto propose adequate manpower as per the indicative requirement and inorder to meet the associated SLAs as provided Annexure IICentral HelpdeskAs part of the Handholding services to provide Centralized Helpdesk and Support for end users ateach location SI shall provide:1. The service will be provided in the local language of the State.2. The help desk service that will serve as a single point of contact for all ICT related incidents andservice requests. The service will provide a Single Point of Contact (SPOC) and also resolution ofincidents. State requires the SI to provide Help Desk services to track and route requests forservice and to assist end users in answering questions and resolving problems related to theVolume I Request for Proposal for Selection of System Integrator Page 81 of 193
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