Transcript
R REQUEST FOR PROPOSAL FOR IT SYSTEMS
1
Table of Contents
1. Acronyms…………………………………………………………………………………………………………
04
2. Introduction………………………………………………………………………………………………………
05
3. DIAL’s Requirement…………………………………………………………………………………………….
07
3.1
FM Services Required
3.2
Nos. of DIAL locations to be supported
3.3
Service Window
3.4
In scope Services
4. Inventory List…………………………………………………………………………………………………… 4.1
Annexure A
4.2
Annexure B
5. FM Services Details…………………………………………………………………………………………… 5.1
Helpdesk Services
(a)
End User Support Services………………………………………………………………………………
5.2
Technical Services
(a)
VDI System General Services
(b)
Hitachi Storage General Services………………………………………………………………………..
5.3
Service Provider Management Services
(a)
ARC Sight Management Service………………………………………………………………………………………
(b)
Firewall Management Service
5.4 5.5
10
31
31
33
34
Asset Management Services AMC Coverage Deliverables ………………………………………………………………………………
35
6. IT Peripheral System Services……………………………………………………………………………….
35
7. Process Design for System Management…………………………………………………………………..
36
8. Server Management Services…………………………………………………………………………………. 36 8.1
Application Server
8.2
Database Server and Cluster Server
8.3
Software Distribution Server
8.4
Data center Management
8.5
Storage Management Services
9. Network Management Services……………………………………………………………………………… 40 9.1
Backup, Restore and Recovery Management
9.2
Anti-Virus Management
10. Team Structures………………………………………………………………………………………………… 41 10.1
Operation Manager
10.2
Qualification of Facility Management Personnel
10.3
Minimum Qualification of FM Personnel
11. Service Level Agreement……………………………………………………………………………………… 43 11.1
Server Matrices
11.2
Database Availability Service Level
11.3
Network Availability Service Level
2
11.4
System Availability
11.5
Reporting Timelines and Accuracy Service Level
11.6
Metrics
11.7
Downtime
11.8
Few examples of Downtime Calculation
12. Up-Gradation of Technology………………………………………………………………………………….. 12.1
Maintenance Service
12.2
Run Time
13.Statement of Work…………………………………………………………………………………………….... 13.1
Change Management
13.2
Configuration Management
13.3
Service Level Management
13.4
Availability Management
13.5
Capacity Management
13.6
IT Service Continuity Management(ITSCM)
13.7
Security Management
13.8
Supply Provision
13.9
Account Management
13.10
Process Constraints
13.11
Change Management Process
14.Customer Satisfaction………………………………………………………………………………………… 14.1
Service Metrics
14.2
Service Level Summary
14.3
Service Level Weighting Metrics
48
49
52
15.Exit Management Plan………………………………………………………………………………………….
54
16.Instruction to Service Provider……………………………………………………………………………….
55
16.1
Cost Incident to Proposal Preparation
16.2
Site Conditions
16.3
Technical Proposal
16.4
Financial Proposal
16.5
Evaluation of proposal(Weightage of Technical/Commercial parameters)
16.6
Additional Services
16.7
IT Systems Refresh Events
17.Miscellaneous…………………………………………………………………………………………
56
18.Penalty on SLA Deviation……………………………………………………………………………………..
3
57
1. Acronyms
SNO
Definition/Acronym
Description
1
ACL
Access Control List
2
FIDS
Flight Information Display System
3
DIAL
Delhi International Airports Pvt Ltd.
4
MNI
Managed Network Infrastructure
5
BOM
Billing of Material
6
PTB
Passenger Terminal Building
7
QOS
Quality of Services
8
TMRS
Trunk Radio Mobile System
9
T3
Terminal 3 at DIAL
10
TCP/IP
Transfer Control Protocol / Internet Protocol
11
SOW
Scope of Work
12
FM
Facility Management
13
CCTV
Closed Circuit Television
14
ACS
Access control System
15
MH
Main Hub
16
EH
Expansion Hub
17
RAU
Remote Access Unit
18
CDMA
Code Division Multiple Access
19
BTS/BS
Base Transceiver Station
20
WAISL
Wipro Airport IT Services Ltd
21
RFP
Request For Proposal
22
SLA
Service Level Agreement
23
DR
Disaster recovery
24
FS
Fire Station
25
WAN
Wide Area network
26
SP
Service Provider(successful bidder)
27
MIS
Management information System
28
VDI
Virtual Desktop Infrastructure
29
DC
Data Center
30
CMC
Crisis Management Center
4
2. Introduction
Objectives Of this RFP DIAL has automated its operations effectively using the IT technology. The IT infrastructure consisting of various servers having different operating systems, Relational Data Base Management System, PCs, Printers, Networking Devices, Leased Lines, CCTV, FIDS, Wi-Fi, TMRS,VHF, IP packages Leased line Pri management, VOIP,ACS,PA,MATV,MPAS. To maintain the Infrastructure effectively without any interruptions to its service (24 x 7 availability of IT infrastructure),DIAL’s Purpose is to Identify a SP for providing the “Comprehensive Annual Maintenance Contract” (CAMC) for IT Infrastructure for a Period of 3 + 3 years as mentioned in this RFP document.
Following are the Two Types of Scopes mentioned in detail in Annexure A & Annexure B .
Annexure-A S.no
Item
Qty
Contract(Services)
1.
Manpower Support at FS-1,2,3,4
04
FMS
2.
LAPTOPS
300
CMC
3.
DESKTOPS
230
CMC
4.
PRINTERS
106
CMC
5.
SERVERS
59
CMC
6.
NETWORK SWITCHES
150
CMC
7.
CORE SWITCHES
6
CMC
8.
CCTV
438
(AMC & CMC)
9.
FIDS
448
AMC
10.
PAVA
282
AMC
11.
ROUTER
8
CMC
12.
EPABX SYSTEMS
7
CMC
13.
VHF
132
CMC
14.
TMRS
340
CMC
5
15.
Speech & Siren System
270
(AMC & CMC)
16.
Audio/Video for CMC
24
AMC
Annexure-B S.no
Item
1
AV SET
2
STORAGE(HITACHI)
3
VDI(Desktops + Back-end)
4
CENTRALISED PRINTERS SYSTEMS
Qty
Lot 4 500+19
Proposed Contract(Services) CMC FMS FMS
15 FMS
5 6 7 8
NOTE:
3.
18
ACCESS CONTROL SYSTEMS
63
NETWORK SWICTHES
2
FIREWALL SERVERS
CMC CMC CMC
2
CMC
38 + 2
CMC
6
FMS
9
WI-FI(ACCESS POINT + WIRELESS CONTOLLER)
10
Server Virtualisation systems
11
PAVA
282
CMC
11
CCTV
477
CMC
12
FIDS
448
CMC
13
ARC Sight
4
FMS
14
Audio/Video for CMC
24
CMC
All the above mentioned contracts either IT or Non IT will be routed through a single vendor (FMS)
DIAL’s Requirements
6
3.1
FM Services Required - 24x7 CAMC
System Support • Database Management Services. • Storage and Backup Management Services. • Server Management Services. • OS Administration Services. • Application server management (ITP,CCTV, PA,TMRS,MCS etc).
Network & Email Management
• Network Management Services (LAN and WAN) • Managed Security Services • Virus Management • Email Management Services • AD Management Services • Datacenter Management Services Facilities Management Services • Help desk Services • Technical Support Services • Management Services • Asset Management Services • Hardware Break-fix Support • Preventative maintenance services • Centralised Print Management services
3.2
Number of DIAL Locations to be supported
· Terminal 1 ( Terminal 1D,1A,1C and G+5 building,T2 Apron) · Terminal-2 (Old International Airport Delhi) · Cargo terminal building · Chairman Farm House Silver Oak Avenue, House #10 Western House · GMR Guest House # 80 ,Golf Link near Khan Market · Barakhamba Office,4 Floor Birla Tower th
· VIP Building · Haj Terminal · NUB and Project Office · MRSS, Ancillary Building GIS · Fire stations · CFD building and Old ATC building · Aurangzeb lane guest house · APRONE-E T3 · PCCR-1,2 and Metro Building(ACB) · MLCP
7
· Airport Service Building (ASB)
3.3
Service Window
Particulars
Support Window
End user Support
24X7
Database Support
24X7
Server Management
24X7
Network Management
24X7
Network monitoring
24X7
Datacenter Management
3.4
24x7
Patch management
24X7
Storage Management
24X7
Centralised Print service management
24X7
Asset & SP management
24X7
Anti-Virus Management
24X7
Hardware’s AMC
24X7
IT Peripherals (CCTV,ACS,WI-FI,FIDS, TMRS ,IPT, MPAS, Speech and siren ,VHF,MCS,ACS,MATV,PA etc .)
24X7
VDI system Management
24x7
In-Scope Services The term ‘Comprehensive Annual Maintenance Contract (CAMC)’ means that, SP shall diagnose the faults, repair/replace the faulty items, equipment’s, systems, components, IT peripherals, software’s, firmware’s Installed in DIAL Premises, Technical Support Resources and equipment’s within given time frame to make DIAL Premises operational 24/7. SP shall be responsible for carrying out “On–Site” Comprehensive Annual Maintenance Contract (CAMC) for the following-
· · · ·
CMC includes all Hardware, Operating system/network connectivity, end to end between DIAL Premises. SP shall carry out Preventive Maintenance at least once in every 6 Months (Twice in a year) for all defined locations ref 3.2 . The SP shall carry out corrective maintenance/break down maintenance as and when required. SP shall carry out Preventive Maintenance for every 2 months for CCTV, speech and siren , IPT . SP has to prepare detail maintenance report for each maintenance activity carried out for Airports Buildings.
8
· · ·
All logistics like arrangement of required equipment transport of equipment and lodging/ boarding of maintenance personnel shall be the responsibility of SP. In the event of the damages to user’s property or personal injury to user/SP personnel due to negligence of employee, the responsibility shall be solely rest with SP. The AMC & FM services could be overall management of DIAL Premises and providing the services to the users for availability of the applications / services at their desktops/ Laptops such as (a) Internet & Intranet services, (b) Email (c) Application Software services added from time to time on the internet and intranet.
· · · ·
· ·
·
·
· ·
4
The SP shall, at its own expense, keep IT Systems in good condition. The SP shall use the IT Systems in compliance with the IT System Subcontractors and DIAL Owned IT System Subcontractors suggested guidelines. The SP shall provide the preventive maintenance of IT System either on its own or by entering into an annual maintenance contract, in accordance with IT System Subcontractor's recommendations and the operation and maintenance manual. The SP shall immediately, upon discovery or upon any form of notice from DIAL or any other entity, commence and diligently pursue the correction of any and all errors, defects, malfunctions, interruptions, disruptions and/or problems which prevent any Service from performing or being provided in accordance with the requirements (a "Problem"). The SP shall perform a root-cause analysis to investigate the reasons for such a Problem and present the report of the investigation to DIAL and also undertake appropriate corrective action to prevent recurrence of the Problem. The SP shall immediately notify DIAL of the nature of the Problem and steps being taken to resolve and correct same. If SP identifies more than one equally satisfactory method for resolving a particular problem, the SP shall inform DIAL of each, the time required to implement each, the differences of each, including the impact on the Service and the best choice given all the circumstances, which the SP shall implement immediately. The SP shall provide on-going support and perform preventive maintenance for all Services, including upgrades, new releases, enhancements, performance engineering and updates, routine by passes, fixes and patches of minor problems and other improvements in any service in order to minimize both preventive and remedial maintenance requirements, while maintaining the Service in conformity with the requirements. The SP shall use the IT Systems diligently and with adequate care and skill as necessary to operate, maintain and manage such equipment. Any damage or malfunctioning of equipment due to any mishandling or mis-operation or any error otherwise, shall be made good by the SP. The SP shall at all times maintain adequate stock of spares parts including replacement spares(5 %) parts and critical Spares(10%) parts in accordance with the requirements and recommendations of the IT Systems Subcontractors The overall management and maintenance of Airports administration of servers, PCs, Printers, Peripherals, Networking, ISP Leased lines, Uninterrupted Power Supply (UPS) and the services running on them and also coordination with SPs.
Inventory List
4.1 Annexure A
S.no.
Description
(A)
Manpower Support at FS-1,2,3,4
Make/Model
Location
9
QTY(Proposed Contract)
Contract Type
04
FMS
(B)
LAPTOPS
Multiple
NUB,T3,ASB,T1D, T2, Cargo, Project office
(C)
DESKTOPS
Multiple
NUB,T3,ASB,T1D, T2, Cargo, Project office
230
(D)
PRINTERS
Multiple
NUB,T3,ASB,T1D, T2, Cargo, Project office
106
(E)
SERVERS
300
FMS FMS FMS
59
CMC
Server
HP,Proliant DL 360 G7
NUB
1
CMC
Server
DELL,POWERVAULT MD 3200I
NUB
1
CMC
Server
DELL,POWEREDGE R710
NUB
1
CMC
Server
DELL,POWEREDGE R710
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
LENOVO,THINKCENTRE
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
HP,ProLiant ML 350 G3
NUB
1
CMC
Server
IBM,Infinity
NUB
1
CMC
Server
DELL,POWEREDGE R720
NUB
1
CMC
Server
HP,c7000
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,BL 460C
NUB
1
CMC
Server
HP,c3000
NUB
1
CMC
Server
HP,BL 480C
NUB
1
CMC
Server
HP,BL 480C
NUB
1
CMC
Server
HP,BL 480C
NUB
1
CMC
Server
HP,BL 480C
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
DVTEL
NUB
1
CMC
Server
HP,PROLIANT
NUB
1
CMC
Server
HP,PROLIANT
NUB
1
CMC
10
(F)
Server
DELL,POWEREDGE R720
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
DELL,Desktop
NUB
1
CMC
Server
IBM,X226
NUB
1
CMC
Server
IBM,X236
NUB
1
CMC
Server
DELL,OPTIPLEX 360
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
IBM,X3650
NUB
1
CMC
Server
Lenovo,Desktop
NUB
1
CMC
Server
DELL,POWEREDGE 2950
NUB
1
CMC
Server
DELL,POWEREDGE 2950
NUB
1
CMC
Server
HP,PROLIANT DL 180 G6
NUB
1
CMC
Server
HP,PROLIANT DL 380 G5
NUB
1
CMC
Server
HP,PROLIANT DL 380 G5
NUB
1
CMC
Network Switches
Nortel,4548GT
T1D SCCR 4 1ST FLR
1
CMC
Network Switches
Nortel,4548GT
T1D SCCR 4 1ST FLR
1
CMC
Network Switches
Nortel,4548GT
SCCR-2GND CCTV
1
CMC
Network Switches
Nortel,4548GT
SCCR-2 GROUND FLR
1
CMC
Network Switches
Nortel,4548GT
T1D PCCR
1
CMC
Network Switches
Nortel,4550-T
FIRESTATION-2
1
CMC
Network Switches
Nortel,4548GT
FIRESTATION-1
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR 3
1
CMC
Network Switches
Nortel,425-24T
CAB MGMT EXIT
1
CMC
Network Switches
Nortel,425-24T
G+5 Terminal
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D PCCR
1
CMC
Network Switches
Nortel,425-24T
ARRIVAL T1C
1
CMC
Network Switches
Nortel,425-24T
CAB MAMT ENTRY
1
CMC
Network Switches
Nortel,5510-48T
AOCC_CCTV
1
CMC
Network Switches
Nortel,5510-48T-PWR
HAJ Store
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-1
1
CMC
Network Switches
Nortel,5520-48T-PWR
KFC-T1D
1
CMC
Network Switches
Nortel,5520-48T-PWR
UB HELPDESK
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR-2 GROUND FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR -4 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-1
1
CMC
Network Switches
Nortel,5520-48T-PWR
ARINC T1D
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR -5 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR -5 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-1
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-1
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D PCCR
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR -5 1ST FLR
1
CMC
Network Switches
CMC
11
Network Switches
Nortel,5520-48T-PWR
T1D SCCR -4 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR -5 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR -4 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR -5 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D PCCR
1
CMC
Network Switches
Nortel,5520-48T-PWR
ARRIVAL
1
CMC
Network Switches
Nortel,5520-48T-PWR
DEPARTURE 1 A
1
CMC
Network Switches
Nortel,5520-48T-PWR
ATC
1
CMC
Network Switches
Nortel,425-48T
GROUND FLR
1
CMC
Nortel,5520-48T-PWR
Cargo Import Biometric Reader
1
CMC
Network Switches
Nortel,5520-48T-PWR
OUB DATACENTER
1
CMC
Network Switches
Nortel,5520-48T-PWR
UB CCTV
1
CMC
Network Switches
Nortel,5520-48T-PWR
UB 1ST FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
UB 1ST FLR
1
CMC
Network Switches
Nortel,5530-24TFD
CARGO-ICMS-ROOM
1
CMC
Network Switches
Nortel,5520-48T-PWR
CARGO-ICMS-ROOM
1
CMC
Network Switches
Nortel,425-48T
HAJ TERMINAL -1
1
CMC
Network Switches
Nortel,5520-48T-PWR
AOCC_TOWER_UB
1
CMC
Network Switches
Nortel,5520-48T-PWR
AOCC_TOWER_UB
1
CMC
Network Switches
Nortel,5520-48T-PWR
UB 2nd Flr Left Wing
1
CMC
Network Switches
Nortel,5520-48T-PWR
Firestation-3
1
CMC
Network Switches
Nortel,5520-48T-PWR
fire station bpcl switch
1
CMC
Network Switches
Nortel,4524GT
INDIAN-OIL-FUEL-FIRM-SW
1
CMC
Network Switches
Nortel,4524GT
SUB STATION AS2 NEAR FS2
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3 Project office
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3 GND FLR
1
CMC
Network Switches
Nortel,5520-24T-PWR
T-3 Terminal
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
12
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3( 2nd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(3rd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(3rd FLR)
1
CMC
Network Switches
Nortel,4548GT-PWR
G+3-(3rd FLR)
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Grnd FLR ADD
1
CMC
Network Switches
Nortel,425-24T
G+3_2nd_FLR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3-PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3-PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3-PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Area
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3-PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3-PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
Firestation-4
1
CMC
Network Switches
Nortel,5520-48T-PWR
T3-PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Area
1
CMC
Network Switches
Nortel,5520-48T-PWR
Server-Room-FRST-FLR
1
CMC
Network Switches
Nortel,5530-24TFD
T2 PCCR Room
1
CMC
Network Switches
Nortel,5520-48T-PWR
T-3 PO
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR-6,Terminal-2, IGI Airport
1
CMC
Network Switches
Nortel,5520-48T-PWR
Maintenance-officeTerminal-2
1
CMC
Nortel,5520-48T-PWR
PCCR-SERVERROOM,Terminal-2, IGI Airport
1
CMC
Nortel,5520-48T-PWR
PCCR-SERVERROOM,Terminal-2, IGI Airport
1
CMC
Nortel,5520-48T-PWR
SCCR-7,Terminal-2, IGI Airport
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR-7,Terminal-2, IGI Airport
1
CMC
Network Switches
Nortel,5520-48T-PWR
1
CMC
Network Switches
Nortel,5520-48T-PWR
1
CMC
Network Switches
Nortel,5520-48T-PWR
1
CMC
Network Switches
Nortel,5520-48T-PWR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T2 SCCR-3 Terminal-2, IGI Airport SCCR-3,Terminal-2, IGI Airport SCCR-4,Terminal-2, IGI Airport SCCR-1Terminal-2, IGI Airport
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR-2,TERMINAL-2,IGIA
1
CMC
Network Switches
Nortel,5520-48T-PWR
SCCR-2,TERMINAL-2,IGIA
1
CMC
Network Switches
Nortel,5520-48T-PWR
T2-SCCR 5
1
CMC
Network Switches
Nortel,5520-48T-PWR
AIRLINES T1-D -ARINC
1
CMC
Network Switches
Nortel,4548GT
AIRLINES T1D-SCCR3
1
CMC
Network Switches
Nortel,4548GT
AIRLINES T1D-SCCR3
1
CMC
Network Switches
Nortel,4548GT
T1D SCCR-1
1
CMC
Network Switches
Nortel,4548GT
T1D SCCR-4
1
CMC
Network Switches
Nortel,4548GT
T1D PCCR
1
CMC
Network Switches
Network Switches Network Switches
13
(G)
(H)
Network Switches
Nortel,425-24T
AIRLINES T1C_EC1_ARRIVAL
1
CMC
Network Switches
Nortel,425-24T
FIDS SWITCH
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D PCCR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-4
1
CMC
Network Switches
Nortel,5520-48T-PWR
AIRLINES T1D_SCCR-5
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D PCCR
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 SERVER ROOM
1
CMC
Network Switches
Nortel,5520-48T-PWR
T2-SCCR-5
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Server Room
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Server Room
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Server Room
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3 Server Room
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-5
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1D SCCR-5
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1C-Dial Sccr
1
CMC
Network Switches
Nortel,5520-48T-PWR
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1C-Dial Sccr T1C-Immigration Server room
1
CMC
Network Switches
Nortel,5530-24TFD
G+3 Server Room
1
CMC
Network Switches
Nortel,4524-GT
T1-C arrival-Belt 7 & 8
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1-c ARRIVAL-Ground flr
1
CMC
Network Switches
Nortel,425-48T
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1-c IPOS T1-c ARRIVAL-Staff Entry Gate
1
CMC
Network Switches
Nortel,5520-48T-PWR
T1DPCCR
1
CMC
Network Switches
Nortel,5530-24TFD
T1DPCCR
1
CMC
Network Switches
Nortel,5530-24TFD
T1DPCCR
1
CMC
Network Switches
Nortel,5530-24TFD
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,5530-24TFD
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,4524GT
T1 APRON
1
CMC
Network Switches
Nortel,4548GT
T2 HAJ
1
CMC
Network Switches
Nortel,4548GT
T2 HAJ
1
CMC
Network Switches
Nortel,5520-48T-PWR
1
CMC
Network Switches
Nortel,5698-TFD-PWR
1
CMC
Network Switches
Nortel,5698-TFD-PWR
T2 HAJ ASB DATACENTER SERVER FARM ASB DATACENTER SERVER FARM
1
CMC
Network Switches
Nortel,5520-48T-PWR
Airport Connection Building
1
CMC
Network Switches
Nortel,5520-48T-PWR
MLCP 5th FLOOR
1
CMC
CORE SWITCHES
CMC
Core Switches
Nortel,8010 Core Switch
Terminal1D
1
CMC
Core Switches
Nortel,8010 Core Switch
Old Udaan Bhawan
1
CMC
Core Switches
Nortel,8010 Core Switch
New Udaan Bhawan
1
CMC
Core Switches
Nortel,8010 Core Switch
New Udaan Bhawan
1
CMC
Core Switches
Nortel,8010 Core Switch
New Udaan Bhawan
1
CMC
Core Switches
Nortel,8010 Core Switch
New Udaan Bhawan
1
CMC
CCTV Cameras
Honeywell -2007
T1D
269
AMC
CCTV cameras
GE-2008
T1D
15
AMC
CCTV
14
Honeywell Server with inbuilt Storage
Honeywell-2007
T1D
30
CCTV camera(AXIS/Variant)
Axis/variant
T2
84
T-2
8
CMC
T-2
1
CMC
51
CMC
2
CMC
Server (AXIS/Variant) Storage 24 TB Camera
CMC
GE 2008
T1C/T1A
CCTV camera
AXIS -2007
AOCC + CARGO
20
CMC
Server + Storage
HCL
AOCC
1
CMC
SERVER + Storage(HP)
(I)
HCL
AMC
PAVA SYSTEM PA systems Paging Booth
Bosch
7
Noise sensing microphone
Bosch
0
Amplifier
Bosch
13
Artificial Voice system
ICSS
1
Fixed Speaker
Bosch
275
Workstation
HCL
Network Controller
Bosch
2
CD changer
Samsung
2
Pre-Amplifier
Tannoy
3
Managed Switches
De-Link
2
T1D
Audio Expander
3
3
Paging Booth
Bi-Amp
3
Noise sensing microphone
Clock Audio
1
Amplifier
Lapgroppen
2
Fixed Speaker
Tannoy
40
Workstation
IBM
CD changer
Onkyo
1
Managed Switches
De-Link
5
PA Controller
Bi-Amp
2
Digital Audio Processor
Bi-Amp
1
Speakers
Tannoy
Digital paging Systems
Bi-Amp
13
Amplifier
Bi-Amp
12
CD changer
Onkyo
Noise sensing microphone
Clock Audio
T1C
T2
1 6
Workstation Digital to Analog converter
1
1 Bi-Amp
2
15
AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC
(J)
Amplifier
Bose
7
AMC
Field Speakers
Bose
167
AMC
Amplifier
Bittner
7
AMC
Paging Booth
Bi-Amp
7
AMC
Noise sensing microphone
Clock Audio
4
Workstation
IBM
1
T1A
TMRS
AMC CMC
TMRS (MTS-4) Motorola
2
Antenna System (Motorola
1
MSO
1
CMC
NMT
1
CMC
MTP 850 radio
243
CMC
MTM 800 Radio
97
CMC
VHF
20
CMC
VHF ICOM RT set
4
CMC
Motorola-2009
Base Set(Air-Side-2,CMC T1D-2)
ICOM -2006
T1D
T1D
Hand Held(GP-38)
(K)
AMC
32 76
EPABX
CMC
CMC CMC CMC
Siemens(EPABX)
T-1A
EPABX HI path Ana log ext.
CMC
T-1D Siemens
Digital Ext. 48 nos.
1
CMC
1
CMC
2960
CMC
48
CMC
IP trunking 90 Channels
CMC CMC
Alcatel OXE systems(EPABX)
Project office
1
Alcatel OXE systems(EPABX)
NUB
1
SIEMENS EPABX Systems
Fire Stations 1,2,3
3
Alcatel Omni PCX E-Communication
80 ,Golf Link
1
Siemens hI-Path 4000(EPABX)
T2
1
Telephone Sets Alcatel 4039 Digital phone
Alcatel
96
Alcatel 29166 Push Button Telephone
Project office/NUB
Alcatel 29376 Push Button Telephone
(L)
900 100
MDF (Alcatel)
Project Office/NUB
4
Call Billing Software (Alcatel)
Project Office/NUB
2
Card(SLI-16/UAI-16) (Alcatel)
Project Office/NUB
15
CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC
Speech and Seiren Systems(Copper + Wi-Fi) Voice Alarm Controllerer
Haritasa
3
Redundant VA controller
FS-1,2,ATC
Router
3 2
16
AMC AMC AMC
Redundant Router
2
Change Over Unit
3
Priority Module
2
Amplifiers
6
Voice Alarm call station
5
Call extension keypad
5
Ceiling mount Speakers
98
Horn Loud Speakers(weather proof/nonproof)
20
Metal cabinet loud Speakers
FS 1,2
54
Interface Unit
FS 1,2/ATC
3
Media Converter
FS1,2/ATC
6
Line supervision systems
FS 1,2
32
Manually call switch
FS 1,2
2
DTMF Controllers/Media convertor/Mixer Amplifier
FS 1,2
8
Flasher/Flasher controller
FS 1,2
4
Fire push button
(M)
1
AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC AMC
VHF based ATC console crash bell system
T2
1
CMC
Emergency service station
T2
10
CMC
AMC AMC
FIDS FIDS
CONRAC (2009)
T1D
167
2 Line Flap Board
IDDS
T1D
11
FIDS
CONRAC
2 Line Flap Board
IDDS
AMC AMC T1C
(N)
AMC
38
Colour Board
IDDS
LED Baggage Belt
IDDS
FIDS
Samsung
T2
175
LED Baggage Belt
IDDS
T2
8
FIDS
CONRAC
T1A
33
2 Line Flap Board
IDDS
T1A/T2
2 & 14
Server for Flap Board
IDDS
T2
2(with old servers)
AMC AMC
ROUTERS
AMC AMC AMC AMC AMC CMC
Routers
Cisco,2811
OLD UB DATA CENTER
1
CMC
Routers
Cisco,3825
OLD UB DATA CENTER
1
CMC
Routers
Cisco,3825
OLD UB DATA CENTER
1
CMC
Routers
Cisco,1750
Terminal 2
1
CMC
Routers
Cisco,1841
NUB IT Stock
1
CMC
Routers
Cisco,1841
NMT Dwarka
1
CMC
Routers
Cisco,2811
NUB IT Stock
1
CMC
17
Routers
(O)
Cisco,2811
NUB DATA CENTER
1
CMC
1
AMC
20
AMC
1
AMC
1
AMC
1
AMC
Audio/Video for CMC Fully Digital Conference System
Pan
Digital/Delegate Unit on Table/Dias
Pan
Audio Control Equipment
Pan
Audio Video Presentation System Integrated control & Discrete communication messaging system
Pan
Crisis Management Center Crisis Management Center Crisis Management Center Crisis Management Center Crisis Management Center
Pan
4.2 Annexure B
S.no.
Description
(A)
Network Switches
Make/Model
Location
QTY(Proposed Contract)
Contract Type CMC
Network Switches
Nortel,5520-48T
T1 D ARINC ROOM
1
CMC
Network Switches
Nortel,5530-24TFD
NUB Stock
1
CMC
Network Switches
Nortel,3510-24T
NUB Stock
1
CMC
Network Switches
Nortel,BES 110-24T
NUB Stock
1
CMC
Network Switches
Nortel,BES50GE-12T
NUB Stock
1
CMC
Network Switches
Nortel,5520-48T-PWR
NUB Stock
1
CMC
Network Switches
Nortel,4548GT
NUB Stock
1
CMC
Network Switches
Nortel,4548GT
NUB Stock
1
CMC
Network Switches
Nortel,5520-48T-PWR
NUB Stock
1
CMC
Network Switches
Nortel,425-48T
OUB Stock
1
CMC
Network Switches
Nortel,3510GT-PWR+
Food Street Arrival
1
CMC
Network Switches
Nortel,3510GT-PWR+
T-2 Terminal
1
CMC
Network Switches
Nortel,3510GT-PWR+
NUB Guest House
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,5520-48T-PWR
G+3-(1st FLR)
1
CMC
Network Switches
Nortel,2526T
ATC Ground Floor
1
CMC
Network Switches
Nortel,5650TD-PWR
T1D SCCR-4
1
CMC
Network Switches
Nortel,5698TFD-PWR
GIS Data center
1
CMC
Network Switches
Nortel 5520-48T
PCCR2
1
CMC
Network Switches
Nortel 5520-48T
PCCR2
1
CMC
Network Switches
Nortel 5520-48T
PCCR2
1
CMC
Network Switches
Nortel 5520-48T
Dare Devils
1
CMC
Network Switches
Nortel 5520-48T
PCCR1
1
CMC
Network Switches
Nortel 425-48T
APIS office immigration mezzeinine
1
CMC
Network Switches
Nortel 5520 - 48T
ASB security gate
1
CMC
Network Switches
Nortel 5520 - 48T
MSFS -FS-1
1
CMC
Network Switches
Nortel 5520 - 48T
ACB building
1
CMC
Network Switches
Nortel 5520 - 48T
ACB building
1
CMC
18
Network Switches
Nortel 5520 - 48T
ACB building
1
CMC
Network Switches
Nortel 5520 - 48T
DMRC
1
CMC
Nortel 4524 GT
Cab management Arrival area Near pillar no. 1
1
CMC
Nortel 4524 GT
Cab management Arrival area exit gate near pillar no. 18
1
CMC
Nortel 4524 GT
Cab Management Redemption booth
1
CMC
Nortel 4524 GT
Cab Management Arrival booth Prepaid Taxi booth 1
1
CMC
Network Switches
Nortel 4524 GT
Cab Management Arrival booth Prepaid Taxi booth 2
1
CMC
Network Switches
Nortel 425-T
Temp used at T3
1
CMC
Network Switches
Nortel 425-T
Temp used at T3
1
CMC
Network Switches
Nortel 5520 - 48T
IMMIGRATION DEPARTURE RACK-1 for CCTV
1
CMC
Network Switches
Nortel 5520 - 48T
IMMIGRATION DEPARTURE RACK-2 for CCTV
1
CMC
Network Switches
Nortel 5520 - 48T
IMMIGRATION ARRIVAL RACK-1 for CCTV
1
CMC
Network Switches
Nortel 5520 - 48T
IMMIGRATION ARRIVAL RACK-2 for CCTV
1
CMC
Nortel 5520 - 48T
IMMIGRATION ARRIVAL RACK-3 For CCTV
1
CMC
Nortel 5520 - 48T
IMMIGRATION ARRIVAL RACK-5 For CCTV
1
CMC
Nortel 5530
IMMIGRATION Server Roommezzenine for CCTV
1
CMC
Network Switches
Nortel 5530
IMMIGRATION Server Roommezzenine for DATA
1
CMC
Network Switches
Nortel - BES50GE - 12T PWR
IMMIGRATION Server Roommezzenine for CCTV
1
CMC
Nortel 4548 GT
IMMIGRATION DEPARTURE RACK-1 for DATA
1
CMC
Nortel 4548 GT
IMMIGRATION DEPARTURE RACK-2 for DATA
1
CMC
Nortel 4548 GT
IMMIGRATION ARRIVAL RACK-1 for DATA
1
CMC
Network Switches
Nortel 4548 GT
IMMIGRATION ARRIVAL RACK-2 for DATA
1
CMC
Network Switches
Cisco 2960 SERIES
NUB Stock
1
CMC
Network Switches
Cisco 2960 SERIES
OUB Stock
1
CMC
Network Switches
Cisco 2960 SERIES
NUB Stock
1
CMC
Network Switches
Cisco 3750 SERIES
NUB Stock
1
CMC
Network Switches
Cisco 3750 SERIES
Aurengzed
1
CMC
Network Switches
Cisco 3750 SERIES
Aurengzed
1
CMC
Network Switches
Cisco-WS-C3750X-12S
Apron-E
1
CMC
Network Switches
Cisco-WS-C3750X-12S
Apron-E
1
CMC
Network Switches
Cisco-IE-3010-16S-8PC
Apron-E
1
CMC
Network Switches
Cisco-IE-3010-16S-8PC
Apron-E
1
CMC
Network Switches
Cisco-IE-3010-16S-8PC
Apron-E
1
CMC
Network Switches
Cisco-IE-3010-16S-8PC
Apron-E
1
CMC
Network Switches
Cisco-IE-3010-16S-8PC
Apron-E
1
CMC
Network Switches Network Switches Network Switches Network Switches
Network Switches Network Switches Network Switches
Network Switches Network Switches Network Switches
(B)
FIREWALL Check Point Firewall
FMS
Data center
CPAP-SG4807
19
1
FMS
Check Point Firewall
Data center
CPAP-SG4807
2
FMS
8
FMS
1
FMS
2
FMS
1
FMS
1
FMS
1
FMS
Data center
Short Range 1000 Base SX SFP module Additional/replacement AC Power Supply for 4800 and 12200 appliances
Data center
HP ARC SIGHT HP Arcsight L7400s HP Arcsight CONAPPC5400 Server
Data center
L7400s
Data center
CONAPP-C5400
Data center
HP Arcsight flexConncet Kit SWE – LTU
Data center
HP Connector Server
(D)
FMS
Data center
4 Port 1000 Base-F SFP interface Card
(C)
1
WI-FI Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points Access Points
CMC Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9
Commercial Dept.
1
CMC
Commercial Dept.
1
CMC
HR dept.
1
CMC
Commercial Dept.
1
CMC
HR Dept.
1
CMC
HR-Dept.
1
CMC
Commercial Dept.
1
CMC
Finance Dept.
1
CMC
BCM-1
1
CMC
Neil_Armstrong
1
CMC
IT Dept.
1
CMC
BCM-2_3rd_Floor
1
CMC
Finance Dept.
1
CMC
Finance Dept.
1
CMC
2F-Canteen-AP
1
CMC
Commercial Dept.
1
CMC
HR Dept.
1
CMC
HR Dept.
1
CMC
HR Dept.
1
CMC
CIP level T3
1
CMC
Finance Dept.
1
CMC
Corridor_3rd_Floor
1
CMC
20
Access Points Access Points Access Points Access Points Access Points Access Points Access Points
CMC
IT-Department
1
CMC
Commercial Dept.
1
CMC
SHA EPISODE
1
CMC
CIP level T3
1
CMC
Near APPITIZER
1
CMC
CPD-SPG-3rd flr
1
CMC
T3_Land_management_Office
1
CMC
Conference room-2
1
CMC
Near ILLY
1
CMC
CIP-Level-T3
1
CMC
Aurangzeb lane guest house
1
CMC
Aurangzeb lane guest house
1
CMC
Aurangzeb lane guest house
1
CMC
Aurangzeb lane guest house
1
CMC
Aurangzeb lane guest house
1
CMC
Wireless Controllers
AIR-WLC2125-K9
NUB
1
CMC
Wireless Controllers
AIR-WLC2504-K9
NUB
1
CMC
Access Points Access Points Access Points Access Points Access Points Access Points
VDI
FMS NUB,T3,ASB,T1D, T2, Cargo, Project office
500
FMS
Dell,Power edge M620
ASB DC Rack 27
13
FMS
ASB DC Rack 27
2
FMS
ASB DC Rack 27
2
FMS
ASB DC Rack 27
2
FMS
Desktop
(a)
Server ( Dell chassis poweredge M1000e)
(i)
Blade server
(ii)
10 gig switches
(iii)
1 Gig eth switch
Dell,M8024K Dell,Power connect M6348
(iv)
SAN Switches
Dell,Brocade M5424
(G)
1
Access Points
Access Points
(F)
3F-BCM-1
Cisco,AIR-LAP1231G-AK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9 Cisco,AIR-LAP1142N-NK9
Access Points
((E)
Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9 Cisco,AIR-LAP1262N-NK9
SERVER VIRTUALISATION Rack Server
IBM,x3750 M4
ASB DC
4
FMS
SAN Switch
Brocade
ASB DC
2
FMS
15
FMS
CENTRALISED PRINTERS SYSTEMS Printers
(H)
ACS
CMC
Ethernet DCM 300 IP Controller
NUB
18
CMC
HID Iclass Reader (Entry/Exit)
NUB
36
CMC
Emergency Breakglass Unit
NUB
18
CMC
Electro Magnectic Lock
NUB
18
CMC
21
12V 5A SMPS Power Supply
(I)
(J)
(K)
NUB
18
CMC FMS
STORAGE Storage
HITACHI,HUS 130
ASB DC & PCCR1
2(DC& DR)
SAN Switches
Brocade
ASB DC
2
SERVERS
FMS FMS CMC
Servers
HP,PROLIANT DL 380 G5
NUB
1
CMC
Servers
IBM,X3650
NUB
1
CMC
Server
Lenovo,Desktop
NUB
1
CMC
PAVA SYSTEM
CMC
PA systems
CMC CMC
Paging Booth
Bosch
T1D
7
Noise sensing microphone
Bosch
T1D
0
Amplifier
Bosch
T1D
13
Artificial Voice system
ICSS
T1D
1
Fixed Speaker
Bosch
T1D
275
Workstation
HCL
T1D
3
Network Controller
Bosch
T1D
2
CD changer
Samsung
T1D
2
Pre-Amplifier
Tannoy
T1D
3
Managed Switches
De-Link
T1D
2
T1D
3
Audio Expander Paging Booth
Bi-Amp
T1C
3
Noise sensing microphone
Clock Audio
T1C
1
Amplifier
Lapgroppen
T1C
2
Fixed Speaker
Tannoy
T1C
40
Workstation
IBM
T1C
1
CD changer
Onkyo
T1C
1
Managed Switches
De-Link
T1C
5
PA Controller
Bi-Amp
T1C
2
Digital Audio Processor
Bi-Amp
T2
1
Speakers
Tannoy
T2
Digital paging Systems
Bi-Amp
T2
13
Amplifier
Bi-Amp
T2
12
CD changer
Onkyo
T2
1
Noise sensing microphone
Clock Audio
T2
6
T2
1
Workstation Digital to Analog converter
Bi-Amp
T2
2
Amplifier
Bose
T1A
7
22
CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC CMC
(L)
Field Speakers
Bose
T1A
167
CMC
Amplifier
Bittner
T1A
7
CMC
Paging Booth
Bi-Amp
T1A
7
CMC
Noise sensing microphone
Clock Audio
T1A
4
CMC
Workstation
IBM
T1A
1
CMC
CCTV CCTV Cameras
Honeywell -2007
T1D
269
CMC CMC
CCTV cameras
GE-2008
T1D
15
Honeywell Server with inbuilt Storage
Honeywell-2007
T1D
30
CCTV camera(AXIS/Variant)
Axis/variant
T2
84
T-2
8
CMC
T-2
1
CMC
51
CMC
Server (AXIS/Variant) Storage 24 TB Camera
2
CMC
CCTV camera
AXIS -2007
AOCC + CARGO
20
CMC
Server + Storage
HCL
AOCC
1
CMC
NUB
38
CMC
NUB
1
CMC
server with Inbuilt storage
DIVITEL
FIDS
CMC
FIDS
CONRAC (2009)
T1D
167
CMC
2 Line Flap Board
IDDS
T1D
11
CMC
FIDS
CONRAC
2 Line Flap Board
IDDS
Colour Board
IDDS
LED Baggage Belt
IDDS
FIDS
Samsung
T2
175
CMC
LED Baggage Belt
IDDS
T2
8
CMC
FIDS
CONRAC
T1A
33
CMC
2 Line Flap Board
IDDS
T1A/T2
2 & 14
CMC
Server for Flap Board
IDDS
T2
2(with old servers)
CMC
Pan
Crisis Management Center
1
CMC
Pan
Crisis Management Center
20
CMC
Pan
Crisis Management Center
1
CMC
Pan
Crisis Management Center
1
CMC
Pan
Crisis Management Center
1
CMC
Serial No.
Quantity
CMC T1C
38
CMC CMC CMC
AUDIO/VIDEO for CMC Fully Digital Conference System Digital/Delegate Unit on Table/Dias Audio Control Equipment Audio Video Presentation System Integrated control & Discrete communication messaging system
(O)
CMC
T1C/T1A
CCTV camera
(N)
HCL
CMC
GE 2008
SERVER + Storage(HP)
(M)
CMC
AUDIO/VIDEO CONFERENCING BCM ROOM
Sl No
Product Description
Make
Model
1
Polycom VC System
Polycom
HDX 9004 (2200-23500102)
1
2
Polycom Camera
Polycom
HDX Series Include 10 m Cable
1
3
PRI Module
Polycom
E1/PRI Module for HDX9000 Series
1
23
4
Multipoint Software
Polycom
HDX MP Plus Multipoint Software Option License
1
5
Polycom Conference Phone
Polycom
Sound Station IP7000 With HDX Integration Kit
1
6
Ceiling Speaker
Bose
Model16
043054Z81361145AC, 043054Z81361161AC, 043054Z81361105AC, 043054Z81361137AC, 043054Z81361371AC, 043054Z81361108AC
7
Amplifier/Mixer
Bose
DXA 2120
040754Z82200096AC
1
8
LCD TV
Samsung
LA52B550K1R
12633PCS700014, 12633PCS700015
2
9
Bracket for LCD
Bracket
N/A
2
10
LCD Projector
Epson
EMP 1810
JUUF890149L
1
11
Projector screen
Draper
8'x6'
N/A
1
12
Motorized Lift
Draper
Projector lift
MPL-470872
1
13
DVD Recoder
Panasonic
VN7LA001284
1
14
Touch panel
Intelligate Class
17" Touch Panel
N/A
1
15
Audio Mixer with Telephone Hybrid
Biamp
Nexia TC
1402441
1
16
Bounday Layer Microphone
Shure
MX395
N/A
9
17
DA
Extron
P2/DA2 XI(60-506-03)
A07751F
1
18
VGA Switcher
Extron
SW 8 VGA (60-902-21)
A0762KJ
1
19
Scalar
Kramer
VP724 XL
9060994290
1
20
Control System
Crestron
MC2E TPMC PAK
3511945
1
21
Light Controller
Crestron
CLSI C6
3460513
1
22
Button Interface
Crestron
CNPI 48
4105962
1
23
Interface
Crestron
ST COM
N/A
1
24
WIFI Access Point
Linksys
WIFI HUB
MDG30HB10843
1
25
Relay
Honeywell
Relay
N/A
4
26
Room Scheduler
Polyvision
Room Wizard
27
Electronic Board
Polyvision
TS600
6
1 Not Working
1
Serial No.
Quantity
BCM Boardroom 1 Sl No
Product Description
Make
Model HDX 9004 (2200-23500102) HDX Series Include 10 m Cable E1/PRI Module for HDX9000 Series
1
Polycom VC System
Polycom
1
2
Polycom Camera
Polycom
3
PRI Module
Polycom
4
Multipoint Software
Polycom
HDX MP Plus Multipoint Software Option License
1
5
Polycom Conference Phone
Polycom
Sound Station IP7000 With HDX Integration Kit
1
Audio System
Bose
Cinemate
1 1
6 7
24
037492983450048AS
1
8
DVD Recoder
Panasonic
%VN7LA001186
1
9
3 VGA Port on table
Extron
MPX 423 A (MATRIX Switcher)
A075SNA
1
10
Control System
Crestron
MP2E
3025314
1
11
Touch Panel
Crestron
TPMC 4XG
3553728
1
12
IR Probes
Crestron
IRP2
N/A
1
13
WIFI Access Point
Linksys
WIFI HUB
MDG30HB10844
1
14
Light Control System
Lutron
GXI 3104
N/A
1
15
LCD TV
Panasonic
TH-58PH10
1
BCM 2 Cabin Sl No
Product Description
Make
Model
Serial No.
Quantity
1
LCD TV 40"
Samsung
LA40B550K1R
1
2
Speaker
Bose
DS16F
2
BCM 2 Rest Room Sl No
Product Description
Make
Model
Serial No.
Quantity
1
LCD TV 40"
Samsung
LA40B550K1R
1
2
DVD Player
Philips
DVP3256
1
2
Speaker
Bose
DS16F
2
BCM Boardroom 2 Sl No
Product Description
Make
Model
Serial No.
Quantity
1
Polycom VC System
Polycom
HDX 9004 (2200-23500102)
1
2
Polycom Camera
Polycom
HDX Series Include 10 m Cable
1
3
PRI Module
Polycom
E1/PRI Module for HDX9000 Series
1
4
Multipoint Software
Polycom
HDX MP Plus Multipoint Software Option License
1
5
Polycom Conference Phone
Polycom
Sound Station IP7000 With HDX Integration Kit
1
6
Audio System
Bose
Cinemate
037492983450043AS
1
7
DVD Recorder
Panasonic
DMR- EH67
VN7LA001275
1
8
3 VGA Port on table
Extron
MPX 423 A (MATRIX Switcher)
A075SN0
1
9
Control System
Crestron
MP2E
3025328
1
10
Touch Panel
Crestron
TPMC 4XG
3477617
1
11
IR Probes
Crestron
IRP2
12
WIFI Access Point
Linksys
WIFI HUB
MDG30HB10846
1
13
Light Control System
Lutron
GXI 3104
N/A
1
14
Plasma 55" TV
Panasonic
TH-58PH10
1
1
BCM 1 Rest Room Sl No
Product Description
Make
Model
Serial No.
Quantity
1
LCD TV
Sony
KLV-40Z550A
1
2
DVD Player
Philips
DVP3256
1
3
Speaker
Bose
DS16F
1
Sl No
Product Description
Make
BCM 1 Cabin Model
25
Serial No.
Quantity
1
Desktop VC System
Polycom
HDX4002XL
8209230025A8CJ
1
2
Quad BRI Module
Polycom
HDX4002XL
3
LCD TV
Sony
KLV-40Z550A
4
Speaker
Bose
DS16F
Sl No
Product Description
Make
Model
Serial No.
Quantity
1
Audio System
Bose
Cinemate
037492983450044AS
1
2
DVD Player
Philips
DVP-3256
FJ1A0928340844
1
3
LCD Projector
Epson
EB-X6
L64F8X0051L
1
4
Projection Screen
Draper
6'x4' motorized
5
VGA switcher Extron
Extron
SW 4 VGA
AO3SHL1
1
6
Sound Station
Polycom
VTX-1000
60538002954
1
Serial No.
Quantity
1 6150127
1 1
16 Seater Meeting Room
1
14 A Room Sl No
Product Description
Make
Model
1
Audio Conference system
Clear One
XAP 800
2
VC System
Polycom
VSX 7000
820634078415AK
1
3
Subwoofer
Polycom
VSX 7000E
Included in above package
1
4
Plasma
Hitachi
55PD8800TA
1
5
Control System
Crestron
CP2
1
6
Switcher
Extron
MVX Series
1
7
Touch panel
Crestron
ST 1700
1
8
Octo Power
Peavey
Octopower 850
1
9
Microphone
Polycom
VSX 7000
1
1
Bharkhamba Sl No
Product Description
Make
Model
Serial No.
Quantity
1
VC system
Polycom
PVS-16
0378A0
1
2
Sound Station
Polycom
Sound Station
R12703152
1
3
Microphone
Polycom
REV-6
028F95
1
4
LCD TV
Hitachi
42PD7800TA
5
DVD Player
Hitachi
DV-P788A
40603496
1
6
Projector
Panasonic
PL-LB51EA
SB91600061
1
7
Projector
Sony
VPL-CX76
2001775
1
Serial No.
Quantity
1
Auditorium Sl No
Product Description
Make
Model
1
Ceiling Speaker
Speakercraft
5.2R
10
2
Power Amplifier
Studiomaster
900E
1
3
Receiver only (Without Mic)
Beyer Dynamics
Opus NS 100
1
4
Mixing Console 10 Mic /4 Line Input
Yamaha
MG166C X
1
5
Projector
Sanyo
PLC XU 105
1
6
7'*5' Motorised Screen
Draper
Baronet
1
7
Control Processor
Crestron
STI-CP2PK-C17
1
26
8
Low Voltage Relay Interface For Screen/Lift/Rack Controls
DA-LATE
Low voltage control
1
9
Dimmer
Crestron
CLSIC6W
1
10
Matrix Switcher (4X4)
Extron
MVX
1
Non IT Equipment Sl No
Product Description
Make
Model
Serial No.
Quantity
1
LCD TV 40"
Samsung
LA40B55KIRLXL
3
2
LCD TV
Sony
KDL-40S5100/9
1
3
LCD TV 40"
Samsung
LA40B55KIRLXL
4
4
DVD Player
Philips
DVD3256
4
5
Ceiling Speaker (Gallery & other rooms)
Bose
DS16F
60
Gym Room Sl No
Product Description
Make
Model
Serial No.
Quantity
1
LCD TV 40"
Samsung
Samsung
LA40B55KIRLXL
1
2
Speaker
Bose
DS16F
2
Server Sl No
Product Description
Make
Model
Serial No.
Quantity
1
DVD Player
Denon
DVD 1930
DVD 1930
3
2
Mixer
Cloud
Z4IIC
Z4IIC
1
3
Amplifier
Bittner
XV400
XV400
1
4
Volume Controller
SAN
Controller 214-8G4
Controller 214-8G4
3
Serial No.
Quantity
CEO Room Sl No
Product Description
Make
Model
1
LCD TV 40"
Samsung
LA40B55KIRLXL
2
2
DVD Player
Philips
DVP3256
1
3
Speaker
Bose
DS16F
2
GCM Room Sl No
Product Description
Make
Model
Serial No.
1
LCD TV 40"
Samsung
LA40B55KIRLXL
2
2
DVD Player
Philips
DVP3256
1
3
Speaker
Bose
DS16F
2
S.N0.
Equipment Name
Qty
Make & Model
1
2 Way Ceiling Mount Type
4
Anthony Gallo Micro
4
Anthony Gallo Micro BR
G+3 Room No.-14B
2
Ceiling Mount Bracket
Speaker
S.No.
3
Wired Boundary Microphone
4
Shure MX392
4
Microphone Mixer 8 Channel
1
Biamp Nexia TC
1265496
5
Stereo Dual Channel Amplifier
1
NAD C372
H69C372T21257
6
Plasma Monitor 55"
1
Hitachi 55PD8800
27
Quantity
7
Wall Mount Bracket For Plasma
1
Integrator DV6001
8
DVD Player
1
Denon 352
7067300237E
9
V.C. with Camera (H.D.)
1
Tandberg MXP 3000
33A50062
10
Switcher
1
Extron SW2 VGA DA2A
A06268UE18783DPO
11
Automation Systems (Touch Panel)
1
Crestron MC2E-TPMCPAK
2867805
T 3 Project Office Location
Wright Brothers
S.No.
Equipment Name
Qty.
Make & Model
S.No.
Matrix DSP Audio Processor (12x12)
2
Clearone XAP-800
28890704
Clearone XAP-800
29000703
1
2
Telephone Hybrid
1
Clearone - TH2
18420704
3
Wireless Microphone
1
Shure ETPD /84
523061418
4
Micro Phone Omni Directional
15
Clock Audio C004E
5
55" HD Based Plasma Display
2
Hitachi 55PD8800
6
Projector 6500 ANSI
1
Christie LX66A
5100227
7
Matrix Switcher
1
Extron MPX 423A
A02GYZE17574
8
DVD player
1
Denon DVD 1930
6107300799
9
Central Control Processor With all Accessories
1
Crestron AV2
6001376/526612
10
Lighting Dimmer (8 channel)
1
Dynalight DMC -805
11
Control Panel
1
Creston ST- 1700C
12
Relay Controller
1
Milestone ML4RL
13
Wall Mount Full Range Speaker
2
Anthony Gallo 'A' Diva Ti White
14
Ceiling Mount Full Rang Speaker
6
Anthony Gallo Nucleus Micro
15
Power Amplifier
1
NAD C 19120
438C19120000755
16
Sub-Woofer
1
Velodyne Chtior
672351053
17
150" Motorized Screen
1
Liberty
18
Video Conference Systems
1
Tandberg MXP 6000
25A48326
2522860
ROOM 11 S.No.
Equipment Name
Qty.
Make & Model
S.No.
1
Collar Microphone
1
Shure ETPD /184
501060765
2
Micro Phone
13
Clock Audio 850
N.A.
3
42" HD Based Plasma Display
2
Hitachi
9500
28
Hitachi
9500
4
Projector 6500 ANSI
1
Christie LX66A
5100228
5
Matrix Switcher
1
Extron MPX 423A
A02GM8GE17574
6
DVD Player
1
Denon 1930
7017301332
7
Central Control Processor With all Accessories
1
Crestron AV-2 Pakc17
6.0014E+13
8
Lighting dimmer (8 channel)
1
Dynalight DMC - 805
9
Relay Controller
1
Miles Stone
10
Speaker
8
Sound Advance CT10
11
Audio Amplifier
1
Peavey Octopower 850
51461737
12
Video Conference Systems
1
Polycom HDX 9004
0A51E3
13
3D Visualizer
1
Samsung UHF
14
Sound Structure
1
Polycom C16
0004F2UF115A
15
IP Phone
1
Polycom IP 7000
00004F2E60BA2
Meeting Room 1 S.No.
Equipment Name
Qty.
Make & Model
1
Polycom Video Conferencing
1
HDX 7000
2
Audio Conferencing
1
VTX 1000
3
Display 50"
1
Panasonic LED
Meeting Room 2 1
Polycom Video Conferencing
1
HDX 7000
2
Audio Conferencing
1
VTX 1000
4
Display 40"
1
Plasma Panasonic
1
Panasonic
1
PT-VW330
2
Custom
1
Custom
3
Dalite
1
COSMOPOLITAN ELECTROL
4
Panasonic
2
TH-L55ET5DCP
5
Polycom
1
Egle Eye Director
6
Polycom
1
VTX 1000
7
AMX
1
DVX-3155HD
8
Apple
1
IPAD
9
AMX
1
MVP-9000i
10
AMX
1
HPX 1200
11
AMX
1
AVB-TX-MULTIDXLINK
Main Board Room
29
12
AMX
1
AVB-RX-DXLINKHDMI
13
JBL
2
Control 25T
14
Milestone
1
ML-4
15
Dlink
1
WPS
16
Polycom
1
HDX 7000
Golf Link Guest House- 2nd Floor GYM Room 2nd Floor Products
Brand
Model
V.C.
Polycom
HDX 7000
42" Plasma
Hitachi
42PD8800 TA
S.N0.
Qty. 01 Nos
42 PD 8800TA
01 Nos
Hall 2nd Floor Sound Station
Polycom
VTX-1000
H80645021F3D
01 Nos
55" Plasma
Hitachi
55PD8800 TA
G6B002445
01 Nos
DVD Player
Hitachi
DV-P788A
407082
01 Nos
RL6A003659
01 Nos
G6B002455
01 Nos
IT Room 2nd Floor 32" LCD T.V.
Hitachi
32LD380TA Chairman BED Room 2nd Floor
55" Plasma
Hitachi
55PD8800 TA GBS BED Room 2nd floor
42" Plasma
Hitachi
42PD8800TA
G5L007710
01 Nos
Wave Music System
Bose
AWRCC &
033987C52385092AC
01 Nos
BCM 1st Floor Main Speaker
Monitor Audio
R 225
2
HDMI DVD Player
Marantz
DV6001
1
NAND
C352
Power Sub-woofer
Sun fire
D8
1
50'' Plasma
Hitachi
50PD9800TA
1
VC
Tandberg
MXP 6000
Stereo Integrated Amplifier
5
1
FM Service Details 5.1 (a)
Helpdesk Service. End User Support.
30
25A48550
1
5.2 (a) (b)
Technical Services. VDI System general Service. HITACHI Storage.
5.3 Management Service. (a) ARC SIGHT Management Services. (b) Firewall Management Service . 5.4 Assets management Service 5.5 AMC deliverables
5.1
Helpdesk Services
Service Window Requirement · · · · · · · · · · · · · · · · · · · · · · ·
Monday to Sunday (24x7) - As follows
Log all users Calls and give them a trouble ticket number. Assign severity level on each Call. Assign Calls to engineers. Track each Call resolution. Take user feedback. Escalate the Call status, to DIAL's IT team, If necessary. Generate Call reports using Help Desk Tool provided by DIAL. Responsible for all Initial problem determination, resolution, reporting and escalation. Procedures to ensure proper systems and data centre computing platform operations. Pending Report status to DIAL IT team on daily basis. Server Management Services. Network management Services. E-Mail Management. Database Management. Anti-Virus Management Services. Desktop & print Management. Storage management. Backup & restore management. Asset management. SP Management Service. Program Management Service. Operations management. Supporting IT Peripheral Systems (IPT, CCTV, MPAS ,PA, ACS, TMRS, VHF ,MATV, MCS, Speech and Siren, VC)
(a) End User Support Services
Scope
It will cover the Desktops (Physical/Virtual), Laptops and all IT Peripherals devices at DIAL's end user Locations mentioned previously in BOM.
Service Window
Monday to Sunday (24x7)
General Services As follows
31
•
·
First level hardware support for equipment’s – Understanding the problem and getting the same resolved through AMC Hardware. Support on desktop operating system and office application software. Support on standard desktop software like office application, custom applications, Visio and WinZip. L1 Level Support on Outlook mail client. Scheduled Maintenance basically is a scheduled or preventive system/equipment maintenance checks to be Conducted in routine. In an effort to ensure that potential problems are Isolated before they actually occur. It will be carried out by the O&M personnel based on the manufacturer's recommendation. System servicing will be conducted in routine. Configuring the print servers and resolving printing problems of the users. To Install/Re-Install antivirus client on desktops and laptops. Latest patch download from Anti-Virus website for servers and desktops. Performing any install, move, add or change (hardware) at DIAL's level. Support for Audio/Video Conferencing L1/L2 (Electrical wiring and IT cabling is excluded). Record all Installation of new machines, movement within site, changes in configuration of machines (IMAC). The O&M personnel will troubleshoot the system/equipment once it is reported to be faulty, immediate response will be provided. Installation and Reload Support for Applications like MS office, M S Exchange etc. (Readily available Applications) . Rectification of system software problems due to crashing or malfunctioning of the OS, RDBMS or frontend application. Adoc request from end user like installation of CCTV /ACS/TMRS/IPT/HVHF and also requirement related to audit compliance. Installation and reload support for system software upgrades, namely OS as may be procured or supplied by DIAL during the Period of the agreement. Guarding the systems against virus, malware and Spyware infections using the latest anti-virus and anti-Spyware tools made Available by the DIAL. The facilitator will assist in selecting the latest anti-virus tools from time to time to guard the systems against the virus. Data transfer from one machine to other or one location to other location accordingly DIAL Policies.
·
Data transfer from, to Different Buildings of Airports through leased lines etc.
·
The support engineers positioned at ranges should provide the support for the DIAL Offices in that particular Range.
• • • · • · · · · · · · · · · · ·
5.2 Technical Services Management : Scope:- It will cover all IT services engaged by DIAL. Service window : Monday to Sunday (247x7)
(a) VDI System General Services · · · · · · · · · · · · · · · · · ·
Manage and operate the VDI infrastructure round the clock on all days of week including public holidays. Roll out new virtual desktop systems as per requirement and provide end user support for any issues related to virtual desktop. Doing preventive checks and giving suggestions to DIAL to ensure minimal down time of the applications. Single Point of Contact for all VDI related services/issues. Resolve all hardware and software issues related to VDI and its sub systems. Liaise with backend support team and OEM Technical support (VMware/Microsoft and other vendors). Do regular follow-ups till issue is resolved. Coordinate with onsite network, data center, storage, service desk and desktop teams for the resolution of all the issues/calls assigned. Guide desktop teams for resolving user queries and issues and give end user support training to them wherever/whenever needed. Maintain all sub documents related to virtual desktop infrastructure and its systems (hardware/software). Ensure application/OS is updated with patches and bug fixes as and when released by OEMs. Ensure all VDI related media (software) are readily available as and when needed. Maintain adequate licenses for VDI infrastructure. Inform and coordinate with DIAL for resolving any license issues. Ensure regular backup of all VDI infrastructure by coordinating with backup teams and formulate a proven process for restore and recovery with minimum downtimes. Manage and maintain antivirus in VDI infrastructure. Ensure all systems remain updated with patches and coordinate with onsite teams wherever required. Manage and provision role based access rights for the application. Follow incident and problem management. Provide RCCAs and create/update KEDB (known error db) on regular basis. Ensure all process changes to be updated in the master document. Any type of customization required at the application will be handled without any additional cost. Delivery timelines can be mutually agreed and decided. Additional documentation/Standard Operating Procedures/Notes as deemed relevant by Service provider pertaining to specific or recurring issues to ensure smooth operations. Publish all the required services/health dashboards, daily MIS on request of DIAL.
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·
(b) · · · · · · · · · · · · · · · · · · · · · ·
·
5.3
Trained bench to ensure backup resources in case of attrition, leaves (planned & unplanned).
HITACHI Storage General Services Manage and operate the DC and DR storage round the clock on all days of week including public holidays. Creating LUN’s and adding new hosts as per the new requirements Manage and operate SAN switches. Doing preventive checks and giving suggestions to DIAL to ensure minimal down time of the applications. Single Point of Contact for all storage related services/issues. Resolve all drive failure issues with the help of OEM Technical support (HITACHI). Do regular follow-ups till issue is resolved. Resolve all hardware and firmware issues related to storage. Liaise with OEM Technical support (HITACHI). Do regular followups till issue is resolved. Coordinate with onsite Wintel, UNIX, VMware and service desk teams for the resolution of all the issues/calls assigned. Guide OS teams for resolving drive or data store queries and issues. Maintain all documents related to DIAL DC & DR storage (hardware/software). Ensure Firmware is updated with patches and bug fixes as and when released by OEMs. Ensure all Storage related media (software) are readily available as and when needed. Maintain details of licenses for DIAL DC and DR storage. Inform and coordinate with DIAL for resolving any license issues. Ensure snapshot of all volumes is taken and formulate a proven process for restore and recovery with minimum downtimes. Manage and maintain replication of DC to DR storage with HITACHI True Copy Software (Asynchronous). Follow incident and problem management. Provide RCAs and create/update KEDB (known error db) on regular basis. Ensure all process changes to be updated in the master document. Additional documentation/Standard Operating Procedures/Notes as deemed relevant by Service provider pertaining to specific or recurring issues to ensure smooth operations. Publish all the required services/health dashboards, daily MIS on request of DIAL. A managed infrastructure consists of a set of tools to manage the environment from high availability perspective. Events need to be captured and sent/routed to a ticketing system. Customers need to be able to call a help Desk and/or have access to generate a problem ticket. The performance and capacity of the components of the service needs to be reviewed and actions taken to ensure that the performance is kept optimal. Operation and maintenance provide infrastructure monitoring and alerting of the Storage includes: Proactive Monitoring Performance Management Configuration Management Problem Management Administration Storage monitoring and administration - Industry Standard Enterprise management tools HSNM2 and HITACHI Command Suite to be used.
Service Provider Management Services Scope Service Window
It will cover all IT Services engaged by DIAL IT. Monday to Sunday (24x7)
Deliverables ·
Maintaining database of various vendors with details like contact person, telephone nos. escalation matrix, response time and resolution time commitments etc.
·
Coordinating with the vendors and get the problems resolved.
·
Escalating problems, if required.
·
Keeping track of the hardware and software maintenance contracts entered into by DIAL with the various vendors.
·
Analysing the performance of different vendors, maintaining their maintenance contract.
·
Quarterly audit of asset database along with designated DIAL personnel.
(a) ·
ARC Sight Management Services
Manage and operate the Arcsight infrastructure in DIAL on all days of week including public holidays.
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· · · · · · · · · · · · · · · · · · ·
(b)
·
Trained bench to ensure backup resources in case of attrition/leaves planned & unplanned. Doing preventive checks and giving suggestions to DIAL to ensure minimal down time. Single Point of Contact for all Arcsight related services/issues. Resolve all hardware and software issues related to Arcsight and its sub systems by coordinating with OEM (if required). Liaise with backend support team. Do regular follow-ups till issue is resolved. Coordinate with onsite network, datacenter, storage, service desk and desktop teams (if required) for the resolution of issues/calls assigned. Perform general appliance health check up on regular intervals. Maintain all documents related to Arcsight infrastructure and its sub systems (hardware/software). Ensure application/OS is updated with patches and bug fixes as and when released by OEMs Ensure all Arcsight related media (software) are readily available as and when needed Maintain adequate licenses for Arcsight infrastructure. Inform and coordinate with DIAL for resolving any license issues. Audit logs which capture all the information regarding general connectivity and timesync. Check & confirm all configurations and compare using checklist. Publish to DIAL IT team respectively. Ensure regular backup of all Arcsight infrastructure by coordinating with backup teams Manage and maintain antivirus in Arcsight infrastructure. Ensure all systems remain updated with patches and coordinate with onsite teams wherever required. Manage and provision granular role based access rights for the application. Follow incident and problem management. Provide RCCAs and create/update KEDB(known error db) on regular basis Ensure all process changes to be updated in the master document. Timelines can be mutually agreed and decided for customization required on Arcsight server. Additional documentation/Standard Operating Procedures/Notes as deemed relevant by Service provider pertaining to specific or recurring issues to ensure smooth operations.
Firewall Management Services
· · · · ·
Provide firewall monitoring, policy and configuration management and maintenance of security infrastructure with objective of detecting, preventing and managing network intrusions. Provide monitoring to detect potential attacks and malicious or anomalous behaviours. Manage user identity and access control infrastructure so that access to resources is limited to authorized users. Manage authentication and encryption keys that are used in access control management process. Participate in forensic activities at Delhi International Airport‟s request. Provide vulnerability assessment at agreed intervals that probe selected systems for security vulnerabilities.
5.4
Asset Management Services Scope
To maintain the database of IT assets and implement a system to track any changes to the same.
Service Window
Monday to Sunday (24 x 7)
Deliverables ·
Maintaining detailed hardware configurations on PC's, laptops, Servers, switches, hubs, Routers and network/Security Devices etc.
·
Assigning Identification tags to each device.
·
Keeping track of machine Device serial numbers.
·
Details of standard software loaded on PC's and Servers.
·
Maintaining media and manuals at helpdesk.
·
Software license tracking automatically.
·
Software version control.
·
Asset Verification to be done physically and signed of by DIAL IT team twice in a year.
·
Maintenance team would from time to time advice customer on system upgrade and hardware upgrade plans. This is to ensure that the system is always maintained well and parts are available.
·
Document and disseminate new operational procedures to Data Canter personnel.
·
Responsible for continued operation of Data Canter and proper operation of physical environment control systems (UPS. AC, Cooling, Towers, Sprinkler System, Fire alarm. Generator, etc.).
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·
DIAL Asset register updation including all IT peripherals(IPT, CCTV, MPAS, PA, ACS, TMRS, VHF, MATV, MCS, Speech and Siren, VC, etc ).
5.5
AMC Coverage Deliverables
Purpose
To provide schedule/unscheduled corrective maintenance or break-fix support for the IT hardware installed in DIAL Premises. To do proactive preventive maintenance services Quarterly.
Service Window
Monday to Sunday (24x7) .
AMC Deliverables Desktops, Laptops, Printers, EPBAX including FCBC and CCTV storage.
Response Time
30 Minutes
Resolution Time 12 Hours ·
The AMC of the Hardware will include 24X7 Telephonic Support on all the hardware of DIAL covered under AMC.
·
AMC will include repair and replacement of all the faulty equipment (apart from consumables)
·
AMC include replacement of the equipment with the equal configuration hardware if it is not repairable.
·
The AMC will also include the back office hardware fault diagnosis.
·
The AMC will also include the standby for the critical hardware (like server or network Printer) which is not up within the committed SLA of the equivalent make.
·
Consumable will not be covered (fuser assembly, Teflon, print head, cartridges, battery, adopter CRT, TFI', Maintenance KIT etc.)
·
Preventive maintenance to be done every quarter for Critical Services.
·
AMC will Include repair and replacement there by restoring the hardware and its services to its previous working state
6
IT Peripherals System Services
Systems : (CCTV, Audio-Video Conferencing, FIDS, TMRS, VHF, WI-FI, TELEPHONY) · · · · · · · · · · · · · · · · · · ·
CCTV Includes the Comprehensive Maintenance Charges for the updated System as a whole consisting of NVRs, HD Cameras, Dome Cameras, Outdoor PTZ Cameras, Joy stick, Software’s installed in the PCs, Monitors etc. Quarterly check-up and preventive maintenance of the proper functioning and operation of CCTV System. To Check all the Specification to the NVR level playing field i.e. proper focus, proper resolution, proper S.N ratio, IPS, Play Back recording, Backup etc. To check the proper functioning of zoom lens mechanism. To check the proper functioning of monitors. To Check and monitor the proper functioning of cameras. Cleaning of Camera lenses and housing. To replace fuses, resistors, transistors and diodes as and when required. This includes cost of all Spares. Attendance of Break down Maintenance calls. To provide solution and rectification from problem analysis. To provide reason of the root causes of problems. Problems will be reviewed to determine their root cause, measures will be taken to correct the sources of the problems, and Service reports will be prepared and distributed in a timely fashion. To replace and install new or repaired hardware. To ensure the installation of new or repaired hardware is in working condition after replacement. Damaged hardware components removal and replacement. To provide all rectification works for problem recovery. To provide the reconfiguration of system, hardware or application software if require for problem recovery. Inventory update. PA Controller, desktop application installation, management and rectification.
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· · · · · · · · · · · · · · · · · ·
7 ·
Back-End management & maintenances. 24x7 manpower onsite support with Spares. Testing and commissioning of the entire System. All tools and Spares is SP’s responsibility. The replacement of asset (Speakers, Amplifiers, PA Controller, cable etc…) is SP responsibility. In case any device becomes faulty then replacement or standby device so that operation may not hamper. Laying of cable is SP responsibility. Engineer on site should be able to resolve the problem through telephonic support in case required. All ladder/manual lift and cleaning material is SP responsibility. Documentation update. Controller & Back End maintenances. EPABX maintenances & Backup management. The replacement of asset (Ana log/Digital Extensions, EPABX, MDF, cable etc…) SP responsibility. All Security kit is SP responsibility. Maintenance of trunk circuits and Data Lease lines, Contractor shall provide basic maintenance service. To keep all trunks circuits and lease lines operational round the clock. Checking of the card sub unit for any circuit problem. Hot Standby peripheral card are to be provided from the date of signing the contract. Regular check-up of FCBC units, battery voltages (regular charging and discharging) and back up for the Systems to be taken on monthly basis.
Process Design For System Management
· · · · · · · · · · · · · · · · · ·
To deliver quality services there must be an array of processes and procedures that allow for the seamless and disciplined integration of the diverse set of actions required by both The Contractor and DIAL. The below mentioned ITIL modules, will be assisted by the ITIL certified Operations Manager at DIAL Location. Problem Management. Change Management. Availability Management. Performance Management. Capacity Management. Service Level Management. Recovery Management. Configuration Management. Release Management. Security Management. Virus Detection & Eradication Management. Inventory Management. Asset Management. Facilities Management. Service Request Management. Third Party Administration Management. Hardware Break-fix services.
8
Server Management Services
· · · · · · · · · · · ·
Ensure Critical Service is running on the server. Monitoring CPU, Disk Space utilization Usage on periodic basis manually. Resolving server problem like ‘hang’ etc. Space management including disk Space management at Volume/group/application levels. Active Directory management – creation and deletion of users groups. Creating/ modifying/deleting users and groups. Installation of OS upgrades send patches. Re-Installing OS on the same server. Escalating unresolved problem to the DIAL-IT/SP for ensuring resolution. Management of event logs, disk Space, Disk fragmentation and patch Management. Management of File server permission. Maintain a detail Inventory format for server with minimum details as serial number, model number of processor, memory Back-up devices etc. Active Directory service status monitoring. Replication status Monitoring & troubleshooting. Directory Synchronization Status Monitoring. Incident management Support Perform CMR.
· · · ·
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· · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · ·
User Management (Add, Delete, Modify users). Password Policy management. Application Control Using AD. Desktop Policy Configuration. Security Management/Password Policy. Publish resources like shared Printers in AD. Complete Documentation as per ISO 9000 Standards. Backup and Restore of all servers/Network devices. Mail server systems administration / enhancement. Detailed flow-chart for email flow within DIAL, Mail configuration tuning for optimum performance, SMTP server queue monitoring. Daily analysis of mail-error and access logs. Backup and Restoration, Maintenance of log of reported problems and analysis. Escalation of problems. Formulation of backup policy and taking backups as per policy, Writing of Shell and Perl scripts for automation of maintenance functions, Taking anti-relay, anti-virus and anti-Spam maintenance functions, Taking anti-relay, anti-virus and anti-Spam measures, Management of user mail ids. Monitoring server resources and sending report to DC Manager in every shift and sending critical alerts to server owner for mitigation and follow up till closed. Remove backup and restore management service. Remove mail server points. Coordinate with backup team for backup/restoration of users data wherever needed. Resolving internet/proxy issues related to authentication and hardware. Capacity management Ensure print services are available and follow the health checklist. Proxy server configuration and tuning and monitoring Proxy server System Administration Proxy Software Installation and configuration, Restoration of Proxy Server . Perform monitoring of all the servers in the Customer data centre for the following parameters by polling the servers every five minutes: Availability of the server hardware pre-failure and post-failures Disk space utilization Memory and processor utilization Network utilization related to the server Monitor log files and critical services Validate alerts for False-Positives Log tickets in the service desk system for valid alerts Create login scripts Create, modify and delete network shares Assign and maintain user access rights as per policies defined and agreed upon with the Customer Assign and maintain space usage restrictions Configure and maintain print servers and print queues Maintain and administer DNS, DHCP, NFS, NIS, DFS roots, and group policy Restore server operating system in the event of a crash Resolve server problems like system hang, hard disk crash, etc. Create new file systems and correct file system inconsistencies as and when required Perform periodic system performance tuning as per Customer’s policy Perform periodic schedule maintenance activity including, if required, restart of the systems Conduct hardening of the operating systems as per agreed policy with Customer during the Transition phase
8.1 Applications Server ·
Application server configuration, tuning and monitoring
·
Application server System Administration
·
Restoration of Application Server
·
Daily analysis of error and access logs
37
·
Updating and modifications if required.
·
Works related to customer Application hosting.
8.2 · · · · · · · · · · · · · · · · · ·
8.3
Data Base Server and Cluster Server Data Server and Cluster Server Configuration, tuning and monitoring Data Server and Cluster Server System Administration Restoration of Data Server and Cluster Server Daily analysis of error and access logs Updating and modifications if any are required Daily analysis of errors and access logs Updating and modifications if any are required Table space, segment extent and block level. Performance of the associated background processes Buffer cache utilization Redo log contention Resource intensive users and processes Fragmentation of table spaces, tables and indexes Memory, I/O, CPU utilization Disk free space Alert logs for errors Database backup Logs Unsuccessful logins
Software Distribution Services Image Management Image builds are continually updated and maintained in order to include up-to-date elements (e.g. security patches, software upgrades, error corrections, etc.) and an error-free software environment for end users. Application Management An application build consists of a single application to be run on a specific OS. Applications are periodically updated and maintained in to keep the application up-to-date. Thin-apping applications as and when required.
8.4 · · · · · · ·
· · ·
·
Datacenter Management Ensure all DC environment systems are functional and coordinate with concerned persons wherever needed Ensure an optimal and properly tuned DC environment (power, cooling, humidity, security, space, fire suppression /alarm,pest control etc) thru' continual and proactive monitoring and reporting . Maintain DC hygiene by periodic cleaning. Send shift wise health checklist to DC manager. Maintain IMAC details. Maintain structured cabling system within DCs. Manage & maintain access records and audit logs. (a) Batch Job Management Schedule processes including the processes that need to be executed on a daily, monthly and yearly basis on applications and its databases Execute the monthly and yearly processes as per schedule Process batch jobs including uploads and downloads required to be performed on various applications as a process or on need basis (b) Scheduled Maintenance Communicate to all concerned support groups and user community on the maintenance activity
38
· ·
8.5
Perform shutdown and start-up of the applications, databases and the underlying servers in an orderly manner with help from Vendor resource onsite Assist Service Desk and other remote teams in performing incident management in the event of non-accessibility of the servers or network devices remotely
Storage Management Services
·
Monitoring of the SAN/NAS devices for availability and other critical parameters such as:
·
Local Storage/VM Storage
·
Database Storage.
·
Applications.
·
User Data.
·
Profile Data.
·
CPU utilization.
·
Memory utilization.
·
Volume availability.
·
Volume free space.
·
Uptime statistics.
·
Perform monitoring of all the DP Pools and volumes in the Customer data centre for the following parameters by HSNM2 and HCS tools.
9
·
Volume and pools space utilization.
·
Processor and Cache utilization.
·
Disk and Controller IOPs utilization.
·
Monitoring host connectivity.
·
Monitor log files and critical services.
·
Validate alerts for False-Positives.
·
Log tickets in the service desk system for valid alerts.
·
Create and manage Pools & volumes.
·
Dynamic Provisioning of volumes\LUNs .
·
Add and delete hosts.
·
Taking the snapshots of the volumes as per the customer policy.
·
Managing Replication of DC to DR.
·
Assign and maintain user access rights to storage as per policies defined and agreed upon with the Customer
·
Restore data in the volumes in the event of a crash.
·
Resolve drive problems like slow response, hard disk crash, etc.
·
Perform periodic system performance tuning as per Customer’s policy.
·
Perform periodic schedule maintenance activity.
Network Management Services
39
·
Troubleshoot the network at DIAL’s End.
·
Support is required till I/O point as Switches are expected to be under warranty.
·
Maintenance of passive network (cabling) for all IT packages.
·
Network devices configuration, management and tuning for optimum performance.
·
Network fault isolation.
·
Monitoring of network performance and escalation of performance.
·
Implementation / modification of network routing policies, IP- addressing policy.
·
Real-time monitoring and deployment of network security measures 24*7.
·
Maintenance of network configuration, routing, IP addressing documentation etc.
·
Bandwidth monitoring and trend for the network and repairing.
·
Liaison with vendors for hardware related problem.
·
Liaison with vendors for link, hardware and configuration related problem.
·
Day to day operation management of the Installed hardware.
·
Monitoring Links UP/DOWN using NNM tool.
·
Monitoring alarm by NMS tool and subsequent reporting.
·
Basic configuration and details of LAN Diagram.
·
Link re-routing predefined.
·
Network Devices IMAC and basic configuration.
·
Replacing defective part by Coordinating with AMC vendors.
·
On-going health check as per define procedure.
·
Taking Part in Incident management.
·
Assisting SP to implement new or upgraded Data network.
·
Managing routing tables and IP addresses.
·
Network Device Configurations.
·
Firewall Management.
·
Perform Hardware Diagnostics.
·
Implement firmware and software upgrades.
·
Implementing guidelines and policies.
·
Handling escalated routing Issues and routing changes .
·
Root cause analysis for critical events .
·
Performing network Integration tests.
·
VLAN management.
·
Follow-up with all ISP like Airtel ,TATA ,SIFY,MTNL regarding lease line till call closure.
·
Maintenance and tuning of Servers and Network Management Setup.
·
Fault isolation in all mentioned locations.
·
Overall network management and Systems management.
·
Formulation and implementation of network and System management policies.
·
Monitoring of Network and System performance using EMS, generation of reports, analysis of data and reporting to the DIAL.
·
Enabling problem reporting through the web.
·
Network & System Administration
·
Administering and monitoring User Ids.
·
User level help in logging on to Network and other related activities including FTP.
·
Helping Users to use common resources on Network etc.
·
Other related works.
40
·
System Support.
9.1 Backup, Restore and Recovery Management Backup management ·
Perform backup operations from snapshots for entire DIAL DC and DR storage infrastructure including all volumes as per the approved backup policy. Ensure snapshot is taken as per the agreed schedule and monitored at regular intervals.
·
Perform monthly restoration and recovery drills.
·
Formulate and implement a proven restore and recovery process as per industry best practices for quick recovery in case of disaster.
·
Perform backup operations for entire VDI infrastructure including all installed applications/databases as per the approved backup policy. Ensure backup is taken as per the agreed backup schedule and monitored at regular intervals.
·
Ensure monthly BMR of all servers for quick recovery.
·
Perform monthly restoration and recovery drills.
· Formulate and implement a proven restore and recovery process as per industry best practices for quick recovery in case of disaster.
9.2 Anti-Virus management ·
Install and configure antivirus software on servers and end-points as per installation procedure.
·
Keep antivirus and antispyware definitions up-to-date on all servers and devices.
·
Update antivirus and antispyware signatures as and when required using the Customer provided tool.
·
Carry out mitigation measures in event of any malware outbreak and document the same Remedy virus and worm infections or Outbreaks .
10
Team Structure The overall operations will be headed by an off-site shared Program Manager, who would be the one point contact for DIAL and also managed by the On-site Operation Manager located out of DIAL premises.
10.1 Operation Manager The FM team will be headed by an ITIL Certified Operation Manager who would be responsible for smooth delivery of the FM services at DIAL. Responsibilities would also include analysing the MIS reports and carrying out periodic structured reviews with DIAL management. The broad responsibilities of Program Manager will be ·
To ensure maintenance of Quality Management Systems in the account.
·
To assist DIAL IT team, in ITIL sustenance.
·
To ensure that service norms committed to DIAL are met.
·
Ensure customer satisfaction by responding to all escalations regarding FM services.
·
Review FM performance with the customer periodically during on-going phase.
·
To organize resources required for running the account for providing services as per SLA.
·
To escalate the quality issues beyond control to the higher ups & get the solution at the earliest.
·
To identify training needs & ensure that trainings are carried out to meet the quality service requirements of the account.
·
To ensure that customer complaints are resolved by taking corrective actions.
·
To evaluate engineers performance periodically.
·
To ensure control of customer supplied product.
41
·
To conduct final audits for all services.
·
To recommend for deviations.
10.2 Qualifications of the Facility Management Personnel The staff should have experience in Windows, Solaris, SCO UNIX OS, Linux OS, Microsoft Exchange, networking including Cisco/Nortel equipment and Network equipment of other manufacturers. The SP should submit a statement of the personnel whom he would be deploying for FMS clearly mentioning their qualification, designation and previous experience in the similar field. The certified Engineers/personnel from Microsoft (MCSE), Sun Certified, CISCO (CCNA), and NORTEL shall be preferred. The facility management staff should have strong hold over hardware and network management and should be capable of independently managing the project. 10.3 Minimum qualification of the FM personnel Minimum Qualifications & Experience Required
S.no .
Educational Positions
Qualifications
Certifications
Experience on the Job
Relevant Experience in years
1
System Administrator(L 2 & L3 engineer)
BE/B.TECH(I.T,CS,E& TC)
2
Network Specialist(L2 & L3)
BE/B.TECH(I.T,CS,E& TC)
MCSE, Unix and/or Linux
CISCO / NORTEL(CCNA,CC IP,CCNP)
Complete Server management(hardware/OS),Datace nter management(environment ,racks ,devices etc),
5
Installation & configuration of Switch, Router, modem and other Network equipment.
5
WIN 95/98/2000/2003,MS
3
End-user Support Engineer(L1)
BCA, Dip.in E&TC / Dip in CS / BSc (CS)
IT-certification basic level
Office / Smart Suite / IE /Netscape configuration and Installation of all types of Softwares
2
products, Zip & Unzip
11
4
VDI Infrastructure(L 2/L3)
B.E/B.Tech
5
Engineer Storage(L2& L3)
B.E/B.Tech
VMware VDI certified (VCAPDTD and VCP5-DT or VCP5-Data Center Virtualization Hitachi certified(HUS130)
Service Level Agreement
42
L3 Engineer should be 6 years’ experience,L2 should be 4-5 years and L1 engineer should be min 2 years’ experience
5-6
L3 and L2 Engineer
3-4
Purpose
Define the 'Service Efficiency Parameters' for relevant services, setting benchmarks and goals for It and measure the Trend ‘defined goals' for respective parameters. These parameters would be frozen with DIAL and respective SPs as Applicable.
SLA Definitions-
Response Time- Defined as time taken by the helpdesk to respond the concerned user over phone & in person. Resolution Time- Defined as time taken to resolve a problem.
SLA Objectives & Response Time
Severity Level
Description
Calls that have severe Impact on business affecting large number of users (>10%) like
Severity Level- 1
· · · · · · · · · · ·
Servers device failures Router/LAN switch failures WAN link failure Virus attack affecting group of people. Hotlines/Leased line at Security/ARFF Areas and VVIP Locations. Speech & Siren at ARFF and ATC. VVIP SR implementations. Storage and Server for CCTV/ACS/IPT/ TMRS-MSO/MTS. MCS feed to sub-systems. VDI Systems. Virtualized server
The end user system is unusable affecting individual users. · · · ·
Virus attacks on end user desktops Network Printer not functional Project Specific desktops Identified as critical (< 10% of Desktop Inventory), which Is not functional User unable to login to the domain
Severity Level - 3
·
Desktop related issues
Severity Level - 4
· ·
All change requests and Service Requests Scheduled downtime
Severity Level - 2
43
Service Levels for Server and Network Management
Severity Level
Response
Resolution
SLA
Uptime
Severity -1
1 < 10 minutes
< 02 hours
98%
99.8%
Severity -2
2 < 20 minutes
< 04 hours
98%
99.8%
Severity -3
3 < 30 minutes
< 08 hours
98%
99.8%
Severity -4
4 < 02 hours
< 24 hours
98%
99.8%
Severity Level
Response
Resolution
SLA
Uptime
Severity -1
1 < 10 minutes
< 02 hours
97%
98.5%
Severity -2
2 < 20 minutes
< 04 hours
97%
98.5%
Severity -3
3 < 30 minutes
< 08 hours
97%
98.5%
Severity -4
4 < 02 hours
< 24 hours
97%
98.5%
Service Levels for End User Services
Uptime of 99.0% is to be maintained for the VDI infrastructure, Virtual server and Storage
Virtual Desktop Infrastructure
.1
99.0% uptime to be maintained (excludes schedule maintenance windows of infrastructure and network that supports the environment but is managed by DIAL)
Incident Resolution Severity 1
99% success rate for incident acknowledgement within 15 minutes
99% success rate for resolution or workaround within 2 hrs following acknowledgement.
Incident Resolution Severity 2
97% success rate for incident 99% success rate for resolution within acknowledgement within thirty minutes three hours following acknowledgement.
Incident Resolution Severity 3
95% success rate for incident acknowledgement within one hour
99% success rate for resolution or work around within six hours following acknowledgement.
Incident Resolution Severity 4
95% success rate for incident acknowledgement within two hours
99% success rate for resolution or work around within one business day following acknowledgement.
Server Metrics Includes FIDS , Networks Devices, Airport Support Systems ,BRS, ACS, CCTV, Telephony PABX,PAVA,MPAS,MCS Values
Metrics
44
Core Systems expected
All of the metrics must be achieved in order to meet the Expected service level. >99.95% availability for Network server >99.95% availability for other core systems servers.
Service Level No individual server should be down more than once (1) in the measurement period. Each of the following constitutes a failure to meet the Increased Impact service level >99.95% availability for Network server Core Systems Increased Impact Service level
>99.95% availability for other core systems servers. An individual server is down more than two (2) times in the measurement period. All of the metrics must be achieved in order to meet the Expected service level:
Airport and other locations Support System Expected service level
>99.5% availability for Airport support systems servers. No individual server is down more than two(2) times in the measurement period Each of the following constitutes a failure to meet the Increased Impact service level
Airport Support System Increased Impact service level
>99.0% availability for Airport support systems server. An individual server is down more than three (3) times in the measurement period.
.2
Database Availability Service Level
Database availability Service level All of the metrics must be achieved in order to meet the Expected service level Expected Service Level
>99.5% or more availability of the database for Core Systems. >99.5% availability of the database for airport support Systems. Each of the following constitutes a failure to meet the Increased Impact service level
Increased impact Service level
>99.5% availability of the core systems databases. >99.0% availability of the airport support systems databases.
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.3
Network Availability Service Level
Network Availability Service Level Metrics
Values
All of the metrics must be achieved in order to meet the Expected service level Expected Service Level
Critical Active network Components = > 99.95 % Critical Passive Network components = > 99.95 % Non critical network components = > 99.0 % Each of the following constitutes a failure to meet the Increased Impact service level >Active Network Components < 99.5 %
Increased impact service Level
>Passive Network Components <99.5 %
NOTE: Response/Resolution Matrix ·
The SLA Measurement and Uptime measurement shall be done on monthly basis.
· · ·
Resolution time will be considered with respect to clock hours and not working hours In the event that a Service Level commitment is missed, appropriate financial penalties would apply(part of PO T&C) Calls that require escalation to service provider (like connectivity providers), Hardware calls and application-related calls will not be considered for the service level calculations.
·
Spares turnaround and replenishment/replacing a faulty part will be the responsibility of SP of such part and DIAL However, SP would do all the co-ordination and escalations for the same.
·
DIAL would have back to back SLA contract with SPs. Execution of the support Contracts shall be done jointly by Service Provider and DIAL.
.4
System Availability
·
The Sub-Systems performance Specification for IGIA is set to be 24 x 7 x 365 with continuous.
·
Operation to be achieved through high system availability, reliability processes.
·
The SP shall ensure at all the times maintain the overall system uptime 99.99%. However, the following will not be considered As downtime in calculating the percentage of uptime:
·
Approved downtime by DIAL for Preventive Maintenance.
·
UPS building failure for power recovery ,The overall system availability is calculated based on the overall outage hours of the Reported.
.5 ·
Reporting Timelines and Accuracy Service Level. SP shall ensure timely availability of accurate information (MIS,SLA,KPI reports) required by DIAL.
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·
All reports must be made available to DIAL (including backup data) recipients as per the Specified delivery schedule after the reporting period in a complete and accurate format. MIS -
ü
Daily reports: by the end of the same day (i.e. 6.00 pm).
ü
Weekly reports by 8 pm. Monday of the previous week.
ü
Monthly reports by 8 pm of the 2
nd
day of the previous month.
nd
ü
Quarterly reports by 8 pm of the 2
ü
Annual reports by 8 pm of the 2
ü
VDI monthly device and element availability report.
ü
VDI monthly device and element performance report.
ü
VDI monthly server incident report.
ü
SLA/KPI reports will be due by the 10 day of the following month.
ü
If errors are found with any Service Level metric in the report the Supplier will have 10 days to correct errors once notified by
nd
day of the previous quarter.
day of the previous year.
th
DIAL. If the Supplier is unable to provide a corrected report or equivalent reliable information then it will be deemed to have missed the affected Service level. Measurement Interval Monthly
11.6
Reporting Period
Monthly
Resource Range
All IT systems and services in scope.
Metrics Reporting Timelines and Accuracy Service Level Values
Metrics
Expected Service level
100% of all reports delivered within the Specified time frames
Increased Impact Service Level
95% of all reports delivered within the Specified time frames.
11.7 Downtime Defined as the time during which the systems and/or services running on it are not available and or are deemed to be not available to the users in part or full due to any non-functioning repairs / problems etc. The penalty for downtime will be counted from the time problem is reported to the SP electronically or telephonically or by such other means till problem is solved / rectified to the satisfaction of user Penalty shall be applicable once the admissible down time is crossed. The admissible down time is computed as per the following rules: ·
Maximum Admissible Downtime.
·
Server System – Maximum 2 hours calculated over a period of Six months.
·
Clients and Peripherals – Maximum 3 office hours calculated over a period of Three months.
·
Network backbone Infrastructure: - Maximum 2 hours calculated over a period of 6 months.
·
Maximum down time in a day will be equal to run time even if machine is down for 24 hrs. i.e., if Desktop is down from 9 am to 9 AM (next day) the total down time will be 8 hrs. (10 AM to 6PM) and not 24 hrs. , except in case of Servers where downtime is
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the actual downtime. ·
In case of intermittent failures and repetitive problems due to improper diagnosis or repair, the system, will be treated as Continuously down from the time of first fault reporting.
·
Deemed down: A system although up but is not able to deliver services because of non-availability of connected system. For Example, if switch is down, all PCs connected to it will also be deemed as down.
11.8
Few Example of down time calculations
·
When server is down – Server and all hardware connected to server directly or indirectly will be treated as down.
·
When the core Switch is down, the core Switch and all other related items including the entire system will be treated as down. In case a switch at a local office is down, all the systems connected to that switch will be treated as down.
·
If only printer is down then only printer will be considered as down.
·
Router and modem – Entire office h/w will be considered as down.
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Up gradation of Technology
In Future, If DIAL plans to Upgrade the Existing IT system, Increase the quantity or Implement the new IT services at DIAL premises; same should be under Operation by SP with the existing CMC model.
·
The Facilitator should constantly keep informed the DIAL about the Technological updates for improving the service performance.
·
The Facilitator should appraise the DIAL about the appropriate Hardware as well as Software requirement for technological up gradation if any as and when required.
·
Facilitator should provide Unit rate of IT device’s operational cost and In case of increased quantity/up gradation, additional cost will be a part of CRC.
.1
Maintenance Services (MS) This category includes comprehensive maintenance for the equipment with or without parts warranty for the original supplier as the case may be. This category includes all equipment including backbone cabling and structured cabling, all type of switches, modems, network, racks, Servers, Desktops, Printers, UPS and other Peripherals. The services consist of preventive and corrective maintenance and include carrying out the necessary repairs and fittings of replacement parts.
.2
Runtime The runtime or utilization time for the IT equipment shall be as follows:
·
Servers System(s): The run time for Servers and Server system is 24 hrs. x 365 days. Server Systems refers all the connected components to the server such as Networking equipment, Power supply systems (UPS) etc.
·
Desktops and peripherals: The run time for the desktops will be from 09.00 AM to 09.00AM on all working days.
·
The runtime for the new e-Service Application & Hand out will be 24*7*365.
·
Network Backbone- The run time for Network Switches and backup Infra is 24 hrs. x 365 days.
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13
Statement Of Work Common IT ServicesThe Common IT services address the overall control and coordination of Supplier provided Services and SP responsibilities to the relationship as defined in the Matrix set forth and in accordance with service levels. This service description is intended to facilitate the outsourcing relationship with reasonable effort to ensure services are delivered in the most consistent cost effective and measurable manner while minimizing any problems. SP shall provide common services as described in the major functions and the responsibility matrix. Common service Management is concerned with delivering and supporting IT services that are appropriate to the business requirement of the Organization .This document provide a Comprehensive ,consistent and coherent set of best practices for IT service management Processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of Information Systems. These common services and Processes are intended to be implemented so that they underpin but do not dictate the business process of an organization. Major FunctionBelow are the functions and key tasks that SP will provide, without limitations.
13.1
Change Management The process to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes ,In order to minimize the Impact of change related incidents upon service quality and consequently to improve the day-to-day operations of the organization.
·
Hardware
·
Communication Equipment and Software.
·
System Software.
·
Live Applications Software.
·
All documentation and procedure associated with the running, support and maintenance of live systems.
·
Alignment of IT services to business requirements.
·
Conduct and document risk assessment.
·
Improve the quality of service and enhance business perception of IT services.
13.2
Configuration Management It is an Integral part of all other service management processes. With current, accurate and comprehensive Information about all components in the Infrastructure, the management of change in particular is more efficient.
· · · ·
13.3 · · ·
Manage and maintain an accurate Inventory of all IT assets and configuration with in the DIAL Organization. Develop the ability to cross check the Infrastructure configuration records against the physical infrastructure and correct any discrepancies. Implement and execute effective license management processes. Aid in contingency Planning.
Service Level management Significant financial saving through Improvement in service quality and the reduction in service disruption. Spend less time and effort resolving failures while IT users perform their business functions without adverse impact. Identification of weak area that can be targeted for future improvement quality.
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13.4 · · 13.5
Availability Management SP shall continually optimize Internal capabilities to deliver the agreed upon level of availability to DIAL. Will achieve a reduction in the frequency and duration of Incidents that impact the DIAL-IT System availability. Capacity Management The SP is responsible for matching the IT Infrastructure requirements with the evolving demands of the DIAL’s business. The SP will provide recommendation to the DIAL in support of the DIAL decisions on what component to upgrade, when to upgrade, how much the upgrade will cost the following non-exhaustive list of assets will be covered under capacity management-all hardware ,all networking equipment, all peripherals (e.g.. storage devices, printers, Displays ,CCTV,FIDS,PAVA etc.) and all the software. To perform these responsibilities’ the SP capacity management system will-
· · · ·
13.6 ·
Monitor and report on the performance and throughput of SP IT services and the supporting components. Produce forecast for future requirements. Develop a Capacity Plan that guarantees the current and future level of IT Services and current and future quality of services as defined in the SLA. Implement appropriate changes in technology to improve Service Delivery and to meet the DIAL changing business expectations.
IT Service Continuity Management (ITSCM) The SP must document that its ITSCM plan contains all of the Information needed to recover the systems that provide services to DIAL in a disaster situation once DIAL has declared a Disaster Situation.
·
The SP must successfully test that its ITSCM plan will return DIAL’s Services to normal business operation within the agreed upon time frame.
13.7 ·
Security management Provide adequate Information security, to ensure the organization have proper access to confidential, accurate and complete Information in a timely manner.
·
Ensure Compliance with DIAL IT security policies and procedures.
·
Proactively monitor and manage IT assets to minimize risk of service disruption.
13.8
Supply Provision
·
Manage the end to end procurement of IT assets and consumables in scope wherein all consumables are charged on actuals.
·
Maintain back to back SLAs with SPs and manage AMC with the same.
·
Maintain critical stock level, as agreed upon with DIAL.
·
Provide advisory services to DIAL as per Specific requirement.
·
Provide project management services to DIAL as per Specific.
13.9 ·
Account Management Appoint a dedicated account Management executive to serve as the Single point of Contact (SPOC) for all matters relating to delivery of IT Services.
·
Manage Client delivery as per SLA expectations.
·
Ensure timely Invoicing for services delivered.
·
Conduct regular reviews and feedback sessions with key DIAL stakeholders.
·
Identify and mitigate risk on a continuous basis.
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13.10 Process Constraints Listed below are the qualifiers or limitations for this service description. DIAL requires that these Constraints be followed in SP performance and delivery of these services to the extent that these constraints give rise to additional costs, additional time requirement or other detriments to leverage, SP must take these constraints into account when developing and providing DIAL with pricing Information ,project plan and when agreeing to service Levels. · · ·
· ·
SP shall provide Common services on 24x7 basis. SP shall support all Infrastructure related activities pertaining to interface ,date exchanges and data conversions environment in use by DIAL or any other user, or as otherwise requested by DIAL. SP shall provide and use the appropriate resources, documentation, reports ,Infrastructure related software tools, procedure and management methodologies to administer, comprehensively manage, proactively monitor and reliably support DIAL’s and the other users infrastructure Systems, resolve and correct performance degradations for all IT Infrastructure systems problems. SP shall Provide advice and recommendation regarding the selection and Implementation of new technology, including security risk, in support of DIAL changing business needs. SP shall coordinate maintenance activities with systems to minimize Impact on DIAL and any other User when necessary maintenance must be performed.
13.11 Change Management Process To ensure the seamless integration of all changes across process categories and process platform through the use of a common and consistent change management process. The SP provided and DIAL approved changed management process will be consistent and supported across all environments and applications. This Service Level applies to all functions for which the supplier has responsibility, including all facilities and infrastructures traversed by the supplier will be implemented as mutually agreed according to the change management procedures. ·
·
·
·
DIAL may change the scope of the Services stated in this Agreement or require the Concessionaire to enhance the technical requirements as stated in the Service Levels ("Change Request"). The SP and DIAL should agree and acknowledge that the Change Request Handling Process shall be as set out. The SP and DIAL should agree and acknowledge that the scope of Services shall be subject to further detailing by the SP and DIAL from time to time and that such, detailing shall not be considered as a change to the Services. In addition , a request from DIAL or the DIAL's Representative that the SP perform services not Specifically included within the scope of the Services shall not be considered as a Change Request if it is necessary for or consequential to the scope of Services and this Agreement. The SP and DIAL agree that SP shall not take any action, implement any change or modify, alter, eliminate, diminish or otherwise make any change which will or may have an impact on any Service, whether or not the SP believes there will be no adverse effect on Service, unless and until DIAL has given the SP Specific written approval. The SP and DIAL agree and acknowledge that the performance of the Services requires continued and dynamic setting of priorities and the SP and DIAL agree to follow the Change Request Handling Process to manage and control the review, approval and implementation of permitted changes. Non-material changes made in the ordinary course and performed with existing Resources within existing processes and methodologies, which do not materially affect Service or Service Levels or timelines or existing Resources and which are recommended as such, in writing by the DIAL's Representative and the Concessionaire's project manager, may be made with DIAL's approval and without the formality of the Change Request Handling Process. The SP and DIAL agree that if Service requires more than forty five (45) man hours of additional Resources per change and two thousand (2000) man hours of additional Resources in a year the same will have to go through the Change Request mechanism.
CalculationNumber of DIAL approved changes (Including emergency) Implemented successfully with no Impact to service divided by number of DIAL approved changes Implemented .Cancelled changes excluded from the calculation.
Values
Metrics
Expected Service level
99.0% or more of all changes are Implemented correctly
Increased Impact Service level
97.0% or more of all changes are implemented correctly
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14
Customer Satisfaction Customer Satisfaction Service Level DIAL requires SP to capture and report satisfaction of the professional services provided to DIAL by SP and to ensure SP delivers services that meet or exceed Specified levels to all clients. The Objective
survey shall Identify key issues and priorities. The Client satisfaction survey will rate DIAL satisfaction with SP support. The survey shall be jointly defined by DIAL and SP prior to completion of the transition period and shall be based on a scale of 1-5, with 1 being the worst and 5 being the best level of satisfaction. DIAL will provide a survey format and method to be reviewed by the SP. Scale definition as follows : 5 is Excellent 4 is Very Good.
Definition 3 is Good. 2 is Fair. 1 is Poor DATA Capture Measurement Interval
Quarterly
Reporting Period
Quarterly
Measurement period
Quarterly
Resource range
14.1
The survey shall Include senior management DIAL and associates/key customers of their choice
All IT services managed by the SP
Service MetricsValues
Metrics
Expected Service Level
The Total average scope for each quarterly survey is 4 or greater.
Increased Impact Service Level
The Total average for any quarterly survey fails below 3.0.
14.2 Service Level SummaryCommon Services – Service level Summary
Severity Weight
1
Timely Configuration Updates
5%
2
Change management
10%
3
Disaster Recovery Planning
2.5%
4
Disaster Recovery testing
2.5%
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5
Asset management
5%
6
Software License Compliance
5%
7
Virus Signature File Updates
10%
8
Information Security Risk Event Notification and Mitigation
10%
9
Firewall Security
10%
10
Reporting Timeliness and accuracy
15%
11
Billing Timeliness and Accuracy
15%
12
Customer Satisfaction
10%
14.3 Service Level Weighting MatrixService Level Weighting Matrix S.no
Description
Severity Weight
1
Server Availability
30%
2
SAN/NAS Availability
20%
3
Database Availability
30%
4
Data Backup ,restore & Retrieval
5%
5
Application performance
5%
6
Data Centre IMACD Timeliness
5%
7
System Recovery
5%
8
End to End System Availability
0%
9
Network Availability
60%
10
Mean Time to Repair
20%
11
Network & Voice IMACD Timeliness
20%
12
Application Module Availability
50%
13
Application service Requests
10%
14
Application Enhancement Quality
40%
15
Speed of Answer
5%
16
Call Abandonment
5%
17
Access Request Resolution
5%
18
First Call Resolution
20%
19
End-User IMACD Timeliness
10%
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20
Incident Response & Resolution
30%
21
Problem Management
10%
22
Work Station Availability
15%
23
Timely Configuration Updates
10%
24
Change Management
15%
25
Disaster Recovery Planning
5%
26
Disaster Recovery Testing
5%
27
Asset management
5%
28
Software License Compliance
5%
29
Virus Signature File Updates
5%
30
Information Security Risk Event Notification and Mitigation
5%
31
Firewall Security
5%
32
Reporting Timeliness and Accuracy
10%
33
Billing Timeliness and Accuracy
10%
34
Customer Satisfaction
20%
15
EXIT MANAGEMENT PLAN
·
The SP shall provide the DIAL with a recommended exit management plan ("Exit Management Plan") which shall deal with at least the following aspects of exit management in relation to the Agreement as a whole and in relation to the Annual maintenance of hardware and facility management.
·
The Exit Plan is to be submitted by the selected SP within 60 days of the selection and award of the contract with an undertaking that the SP shall extend all information and fully cooperate with the new SP at the time of such take over in future at no additional cost and without any dislocation. A detailed program of the transfer process that could be used in conjunction with a replacement SP including details of the means to be used to ensure continuing provision of the services throughout the transfer process or until the cessation of the services and of the management structure to be used during the transfer.
·
The Exit Management Plan shall be presented by the SP and approved by the DIAL. In the event of termination or expiry of Agreement or Operation and Management of the facility, each Party shall have to comply with the Exit Management Plan. During such exit management period, the SP shall deliver the services as provided in the CAMC agreement.
·
Payments during the Exit Management period shall be made in accordance with the Terms of Payment Schedule. Review the DIAL will conduct periodical reviews from time to time by examining the automated reports generated by SP such as downtime reports, uptime reports, logbooks, etc.
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16. Instruction to Service Provider ·
The SP must have experience in handling minimum 50 IT operation supports of a multiple customer for minimum of 10 years.
·
The SP has to undertake & coordinate with the Original Equipment Manufacturer (OEM) of the existing equipment of the DIAL to provide necessary support of Spares and services for the equipment.
16.1 Cost Incident to Proposal Preparation SP shall bear all costs associated with the preparation and submission of their proposals. The DIAL is not bound to accept any proposal, and reserves the right to annul the selection process at any time prior to Contract award, without thereby incurring any liability to the SP. 16.2 Site Conditions SP should contact the DIAL's representative for their visit, if required to obtain additional information. SP should ensure that the DIAL’s representatives are advised of the visit well in ahead of time to allow them to make appropriate arrangements for supply of information. All costs related to the visits shall be borne by the interested SP. 16.3 Technical Proposal In preparing the Technical Proposal, the SP is expected to examine the documents comprising this RFP in detail. Material deficiencies in providing the information requested may result in rejection of a Proposal. The SP may add any other services, methodologies, facilities, techniques which will provide additional value to the client. 16.4 Financial Proposal ·
In preparing the Financial Proposal, the SP is expected to take into account the requirements and conditions of the RFP document.
·
SP is required to maintain the systems so that the productivity is not affected by lack of functioning of the equipment.
·
The Working hours are defined as 24 hours for Portal. However, the successful running, Portal also requires system to be up and running at the central location 24x7, even though system is not accessed from field offices during off hours.
·
To suggest up-gradation of technology and equipment in case of obsolescence of the technology and or equipment for maximum uptime of the system.
16.5 Evaluation of proposal(Weightage of Technical/Commercial parameters) ·
The weightage of Technical/Commercial parameters is in the ratio of 70:30 for evaluation of proposal.
16.6 Additional Services ·
In addition to the Services, DIAL may require the SP to provide Additional Services during the Term. In respect of such Additional Services, the Parties shall execute an additional service agreement which will set out their mutually agreed terms and conditions.
·
While performing the Additional Services, the Concessionaire shall comply with the provisions of this Agreement to the extent applicable to such Additional Services. The scope of Additional Services shall be approved by the Executive Committee.
16.7 IT Systems Refresh Events
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·
The SP shall throughout the Term ensure that the IT Systems are adequate and sufficient to provide the Services in accordance with this Agreement and shall replace and renew any IT Systems, upon the occurrence of an Asset Refresh Event as per the Asset Refresh Schedule in the manner stated in this Clause.
·
The SP and DIAL have to prepare a tentative schedule for the replacement and renewal of the IT Systems and DIAL shall have the right to modify or amend the Asset Refresh Schedule from time to time.
·
Whenever an Asset Refresh Event becomes due, as per the Asset Refresh Schedule ,the SP shall issue a notice at least sixty (60) days prior to the Asset
·
Refresh Event and obtain DIAL's consent for the purpose of determining and mutually agreeing to any potential adjustments to the Asset Refresh Schedule, Such adjustments will include, inter alia, any opportunities for further utilization of the assets beyond planned life, substitution of assets to take advantage of technological improvements and benefiting from prevailing market prices.
17. Miscellaneous ·
SP shall assign personnel with suitable qualifications and skills for delivery of the FM services mentioned in this document. All issues pertaining to engineers including employment and remuneration shall be taken care of solely by SP and SP alone shall be responsible for all matters and issues (both direct and indirect) pertaining to or relating to such personnel's.
·
Resource Movement – The SP shall remain faithful to the deployment schedule to the maximum possible extent and will reassign, move, reallocate resources deployed on the site in situations only where §
The resource requests such change in writing.
§
The resource has been in the same role for a substantial period of time not less than 18-24 Months and needs to be moved to next role as per SP policies.
§
SP shall ensure sufficient notice of such movement is given to DIAL and will provide a replacement of resource with equivalent experience/qualification In-case of such resource movement. One month advance notice will be provided to DIAL.
§
SP will ensure continuous service availability and will deploy backup personnel as and when required.
§
SP shall be responsible for replenishment of manpower, with requisite Skills and expertise, in case of attrition/leave of their employee.
§ ·
SP may replace or change these personnel upon giving sufficient notice minimum one month to DIAL.
The commercials have been worked out based on the current IT Infrastructure & requirements at DIAL. It will only be reviewed if there is an increase/decrease in the IT infrastructure, or there is a significant change in the scope of services.
•
Any equipment extra than the list of Assets submitted to DIAL and subject to getting the Confirmation by DIAL shall be chargeable as per the unit prices shared.
•
SP will deliver the FM services with sincerity and by maintaining confidentiality.
•
Non Hire Non-solicitation: The SP and DIAL herein agree that during the term of this Agreement and for a period of one year thereafter neither party shall without the express written consent of the other party. Directly or indirectly, recruit, appoint, hire or engage or attempt or discuss employment with or otherwise utilize the services of any person who is an employee or has been associated or engaged In any capacity, by the other party (including any of Its Subcontractors, franchises, SPs, etc.) in rendering any services under this agreement; or induce any person who shall have been an associate of the other party (including any of Its sub-contractors, franchises, SPs, etc.,) at any time to terminate his/her/its relationship with such party.
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18.
Penalty on SLA Deviation Based on monthly measurement of SLA and Uptime: Severity Level
Response Time
Resolution Time
Penalty Calculator
Severity -1
< 10 minutes
< 02 hours
5 %( Based on weightage) of Monthly invoice.
Severity -2
< 20 minutes
< 04 hours
2 %( Based on weightage) of Monthly invoice.
Severity -3
< 30 minutes
< 08 hours
1 %( Based on weightage) of Monthly invoice
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