REQUEST FOR PROPOSAL (RFP) FOR APPOINTING SERVICE PROVIDER FOR WEB / MOBILE SITE MONITORING FOR IDBI BANK LIMITED

Transcription

1 REQUEST FOR PROPOSAL (RFP) FOR APPOINTING SERVICE PROVIDER FOR WEB / MOBILE SITE MONITORING FOR IDBI BANK LIMITED RFP No.: IDBI/PCell/RFP/ /022 Date: 01 st March 2017 RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 1 of 81

2 TABLE OF CONTENTS Table of Contents... 2 Document Control Sheet... 6 Disclaimer... 7 Section Background 8 2. PURPOSE 8 3. Bid Security / EARNEST MONEY DEPOSIT (EMD) 8 4. Due Diligence 9 5. Cost of RFP/Bid Document and expenses incurred while bidding 9 6. Bidding in consortium 9 7. CLARIFICATION OF BIDDING DOCUMENTS 9 8. Amendment Of Bid Document/RFP Document Eligibility Criteria Bid Evaluation Criteria (BEC) GENERAL INSTRUCTIONS Payment Terms DELIVERY AND DOCUMENTS 15 Section GUIDELINES TO BIDDERS Procedure for Submission of Bids Documents FORMING PART OF THE Bid Clarification of Bid Document Language of Bids Bid prices Firm Prices Bidder Qualification Period of Validity of Bids Format and Signing of Bid Local Conditions Last date for receipt of bids Late Bids 21 RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 2 of 81

3 TABLE OF CONTENTS 13. Modification and Withdrawal of Bids Address for Correspondence Opening of Bids Clarifications Contacting bank Evaluation and comparison of Bids Post Qualification Bank's Right to Accept Any Bid and to Reject Any or All Bids Acceptance of Bid Execution of DOCUMENTS Performance SECURITY IN the form OF BANK Guarantee DISCHARGE OF BID SECURITY 25 Section Definitions Interpretation Conditions precedent STANDARD OF PERFORMANCE Use of Contract Documents and Information Indemnity Intellectual Property Rights and Patent Rights TRANSPORTATION OF EQUIPMENT Contract Amendments Delays in the Bidder s Performance Liquidated Damages Dispute Resolution Addresses for Notices Taxes and Duties Successful Bidder s Integrity Successful Bidder s Obligations Survival No Agency No Set-off, counter-claim and cross claims Key Performance Measurements Commencement and Progress Reporting Progress Adherence to safety procedures, rules regulations and restriction Statutory Requirements 35 RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 3 of 81

4 TABLE OF CONTENTS 25. Contract Prices Information Security Ownership and Retention of Documents Representations and Warranties Confidentiality Term and Extension of the Contract Termination Consequences of Termination Conflict of interest Publicity Relationship between the Parties Assignment NON SOLICItatION Entire Contract Governing Law Jurisdiction of Courts No Claim Certificate COMPLETION OF CONTRACT PENALTY PURCHASER S RIGHT OF INSPECTION AND PERIODIC AUDIT Records of Contract Documents: 42 Section Purpose SCOPE of work REPORTS RESPONSIBILITIES OF VENDOR/ BIDDER DELIVERABLES SERVICE LEVEL REQUIREMENTS (SLRS) PENALTY CLAUSE Limitation of Liability: 50 Section COMPANY DETAILS financial details CLIENT LIST REFERENCE SITES product information 53 RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 4 of 81

5 TABLE OF CONTENTS 6. BIDDERS ELEGIBILITY & TECHNICAL EVALUATION CRITERIA AND SCORING 54 Section Technical Bid Form Commercial Bid Form Price Schedule - Format Format of power-of-attorney Format for UnconditionaL Acceptance of Terms & Conditions of the RFP Self declarations Non-Disclosure Agreement Contract Form Performance Bank Guarantee Deed of Indemnity Letter for Refund of EMD Information security certificate 77 Section ANNEXURE I ELIGIBILITY CRITERIA ANNEXURE II- FORMAT OF PRE BID QUERIES ANNEXURE III - RESPONSE TO RFP- LIST OF DOCUMENTS RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 5 of 81

6 DOCUMENT CONTROL SHEET Name of the Company RFP Reference No IDBI Bank Limited IDBI/PCell/RFP/ /022 Date of issue 01 st March 2017 Last date for submission of Pre-bid Queries Date 4 th March 2017 Time 17:00 hours Pre-bid meeting Date Date 7 th March 2017 Time 15:00 hours Schedule for Receipt of Bids Date 14 th March 2017 Cost of the Bid Document Earnest Money Deposit (EMD) Schedule for Opening of Technical Bids Time 16:00 hours Rs. 10,000/- (Rupees Ten Thousand only] in the form of demand draft / bankers Cheque / pay order from a scheduled bank in favor of IDBI Bank Limited, payable at Mumbai only to be submitted along with the Bid.(See note below) A Bid Security of Rs. 2,00,000/- (Rupees Two Lakh only) by way of demand draft or pay order in favour of IDBI Bank Limited payable at Mumbai only to be submitted along with the Bid. Date 14 th March 2017 Time 16:30 hours IDBI Intech Ltd. Mafatlal Centre, 5 th Floor, Nariman Point, Mumbai Place of Pre bid meeting/ Submission and Opening of Bids / address for Communication & Contact person Shri Shailendra Govalkar Tel. No. : shailendra.govalkar@idbiintech.com Shri. Vijay Shete Tel. No. : vijay.shete@idbiintech.com Shri. Ajit kumar Pradhan Tel. No. : pradhan.ajit@idbi.co.in Note: 1. This tender document is the property of the Bank & is not transferable. 2. This bid document has 81 pages. 3. If a holiday is declared on the dates mentioned above, the bids shall be received / opened on the immediate next working day at the same time specified above and at the same venue unless communicated otherwise. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 6 of 81

7 DISCLAIMER The information contained in this Request for Proposal ( RFP / Bid Document ) or information provided subsequently to bidder(s) or applicants whether verbally or in documentary form by or on behalf of IDBI Bank Limited ( IDBI Bank / Bank ), is provided to the bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided. This RFP document is not an agreement and is neither an offer. The purpose of this RFP is to provide applicants who are qualified to submit the bids ( Bidders ) with information to assist them in formulation of their proposals ( Bids ). This RFP does not claim to contain all the information each Bidder may require. Each Bidder may conduct its own independent investigations and analysis and is free to check the accuracy, reliability and completeness of the information in this RFP. Bank makes no representation or warranty, express or implied, and shall incur no liability whatsoever under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. Bank may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. The information contained in the RFP document is selective and is subject to update, expansion, revision and amendment. IDBI Bank does not undertake to provide any Bidder with access to any additional information or to update the information in this RFP or to correct any inaccuracies therein, which may become apparent. IDBI Bank reserves the right of discretion to change, modify, add to or alter any or all of the provisions of this RFP and/or the bidding process, without assigning any reasons whatsoever. Such change will be intimated or made accessible to all Bidders. Any information contained in this document will be superseded by any later written information on the same subject made available/accessible to all recipients by IDBI Bank. Information provided in this RFP is on a wide range of matters, some of which may depend upon interpretation of law. The information given is not intended to be an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law. IDBI Bank does not own any responsibility for the accuracy or otherwise for any interpretation or opinion on law expressed herein. Further, IDBI Bank also does not accept liability of any nature whether resulting from negligence or otherwise howsoever caused arising from reliance of any Bidder upon the statements contained in this RFP IDBI Bank reserves the right to reject any or all the responses to RFPs / Bids received in response to this RFP at any stage without assigning any reason whatsoever and without being liable for any loss/injury that Bidder might suffer due to such reason. The decision of IDBI Bank shall be final, conclusive and binding an all the parties directly or indirectly connected with the bidding process. It may be noted that notice regarding corrigenda, addendums, amendments, time- extensions, clarifications, response to bidders queries etc., if any to RFP, will not be published through any advertisement in newspapers or any other media. Prospective bidders shall regularly visit Bank s website for any changes / development in relation to this RFP. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 7 of 81

8 1. BACKGROUND SECTION 1 IDBI Bank Ltd ( IDBI Bank / Bank / Purchaser ) is a company incorporated and registered under Companies Act, 1956 (1 of 1956) and a deemed banking company under section 5 (c) of the Banking Regulation Act, 1949 (10 of 1949). The Bank is also a scheduled bank as notified by the Reserve Bank of India (RBI) under the Reserve Bank of India Act, RBI has categorized the Bank under a new sub group "Other Public Sector Bank". The Bank is engaged in providing finance to industries and conducting banking business. 2. PURPOSE 2.1. The Bank intends to invite bids from prospective service providers for monitoring of Bank s websites (Internet Banking & Corporate Website) and Mobile Banking Applications. These websites include the Bank s main site viz. and also those pertaining to applications like Retail Internet Banking, Corporate Internet Banking, Mobile Banking and Bank s Mobile related applications sites etc. 3. BID SECURITY / EARNEST MONEY DEPOSIT (EMD) 3.1. The Bidder shall furnish as a part of its Bid, a Bid Security of. 2,00,000/- (Rupees Two Lakh only) by way of demand draft or pay order in favour of IDBI Bank Limited payable at Mumbai is to be provided along with the technical bid documents. In case of a successful bidder the Bid Security will be refunded on execution of all legal documents/ contracts including the submission of the Performance Bank Guarantee. In case of unsuccessful bidders the EMD will be refunded within a period of 30 days after the selection of the Successful bidder Rejection of Bid: Any technical bid not accompanied by EMD as mentioned above, shall be summarily rejected by IDBI Bank, without any further correspondence The Bid Security/EMD shall be forfeited: i. if a Bidder withdraws his bid after opening of the bid documents ; or ii. If a Bidder violates any of the provisions of the terms and conditions of this RFP specification. iii. The successful bidder fails to sign the Contact Form and /or furnish the Performance Bank Guarantee iv. This amount shall be forfeited in the event of any evasion, avoidance, refusal or delay on the part of the successful bidder to sign and execute the order/purchase order/service order or any other documents, as may be required by Bank in case the tender is accepted The Bid Security shall not bear any interest Any decision by IDBI Bank in this regard shall be final, conclusive and binding on the Bidder/s. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 8 of 81

9 4. DUE DILIGENCE 4.1. The Bidder is expected to examine all instructions, forms, specifications, terms and conditions in this RFP and study the Bid Document carefully. Bid shall be deemed to have been submitted after careful study and examination of this RFP with full understanding of its implications. Each Bidder should, at its own costs without any right to claim reimbursement, conduct its own investigations, analysis and should check the accuracy, reliability and completeness of the information in this RFP and wherever necessary shall obtain independent advice. The Bid should be precise, complete and in the prescribed format as per the requirement of this RFP. Failure to furnish all information required by this RFP or submission of a Bid not responsive to this RFP in each and every respect shall be at the Bidder s own risk and may result in rejection of the Bid for which the Bank shall not be held responsible. Any decision taken by IDBI Bank as to completeness of the Bid and/or rejection of any / all Bid(s) shall be final, conclusive and binding upon the Bidder(s) and shall not be question / challenged by the Bidder(s). 5. COST OF RFP/BID DOCUMENT AND EXPENSES INCURRED WHILE BIDDING 5.1. Cost of the RFP/ Bid document is INR 10,000/- (Rupees Ten Thousand only). The prospective bidder is required to pay the prescribed amount in the form of Demand Draft / Banker s Cheque from a Scheduled Commercial Bank drawn in favour of IDBI Bank Limited, payable at Mumbai. The RFP is to be downloaded from IDBI Bank s website ( and the prescribed amount towards the cost of the RFP should be paid as above along with the submission of RFP /Bid response Details of payment, towards the cost of Bid Document, are to be given in the covering letter. Bids without the payment of amount towards the cost of Bid Document will be rejected. The Cost of RFP/ Bid document is non-refundable The Bidder shall bear all costs associated with the preparation and submission of its bid and IDBI Bank will in no case be held responsible or liable for these costs, regardless of the conduct or outcome of the bidding process including cancellation or abandonment or annulment of the bidding process. 6. BIDDING IN CONSORTIUM 6.1. Bidding in consortium is not allowed and bids received from a consortium of bidders will be rejected. 7. CLARIFICATION OF BIDDING DOCUMENTS 7.1. Prospective bidders who require any clarification with regards to this RFP may seek a clarification from IDBI Bank by sending an to the personnel as mentioned in the control sheet IDBI Bank may hold a pre-bid meeting for any request or queries for clarification on the bid documents, from the prospective Bidders. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 9 of 81

10 7.3. IDBI Bank shall respond in writing vide /letter to any request for clarification on the bidding documents, from the prospective Bidders, which it receives not later than the date specified in schedule of activity as mentioned in document control sheet. Further, IDBI Bank may also respond by /letter to all clarifications, without identifying the source of the inquiry. IDBI Bank shall not be responsible for any external agency delays in above communication Any clarification given by IDBI Bank shall be final, conclusive and binding on the Bidders. 8. AMENDMENT OF BID DOCUMENT/RFP DOCUMENT 8.1. IDBI Bank reserves the right in its sole discretion of inclusion of any addendum to this entire Bid process. The Bidders shall not claim as a right for requiring IDBI Bank to do the aforesaid At any time before the deadline for submission of Bids / offers, IDBI Bank may, for any reason, whether at its own initiative or in response to a clarification requested by prospective Bidders, modify this RFP / Bid Document and all such modifications shall be binding on them All prospective Bidders who have received this RFP shall be notified about the amendment in writing vide or fax or post, and all such amendments shall be binding on them If required in order to allow prospective Bidders reasonable time in which they need to take the amendment into account in preparing their Bids, IDBI Bank at its sole discretion reserves the rights to extend the deadline for the submission of Bids. In no circumstance, the deadline for submission of Bids shall be extended beyond a period of 7 days. However, no request from the Bidder, shall be binding on IDBI Bank for the same. IDBI Bank s decision in this regard shall be final, conclusive and binding on all the Bidders Any attempt by the Bidders to visit or meet Top management officials of the IDBI Bank in connection with or incidental to the Bid process, shall be construed by the IDBI Bank as an unlawful attempt by the prospective Bidder, to influence the RFP/ Bid process and may invite disqualification from bidding. Only one authorized representative of each bidder would be permitted to visit for submitting the RFP Document/ or when called by the IDBI Bank. 9. ELIGIBILITY CRITERIA The prospective Bidders should fulfill the respective pre-qualifications mentioned below; otherwise their Bids will not be considered valid for the bid evaluation process and will be summarily rejected. The Bidders should submit all the supporting documents in the Bidder s eligibility proof. In the absence of such documentary evidences Bid will be rejected without any further correspondence. The decision of IDBI Bank shall be final, conclusive and binding on all the parties The bidder should be a registered company under the Companies Act 1956/ 2013 or a Partnership Firm registered under the Partnership Act Bidder should be providing the Website / Internet Sites monitoring services for a minimum period of 4 years. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 10 of 81

11 9.3. Minimum annual turnover of Bidder should be Rs. 20 Crore out of which at least Rs. 3 Crore should be from website / Internet site monitoring in last 2 financial years Bidder should have positive networth during last 3 years i.e. Financial Year , and (audited Balance sheet to be submitted for Financial Year , and ) 9.5. Bidder should be having accreditation of ISO 9001: Bidder should have successfully completed the following assignments: a. Providing website monitoring services to at least 2 Indian Banks/NBFC/BFSI in India out of which at least one Bank must have more than 1000 branches. b. The bidder should have past experiences in conducting monitoring services for Internet Banking Application Bidder should have its own 24 x 7 lab operating for at least 1 year for providing monitoring services for Web / Mobile Bidder should be providing monitoring USSD/Mobile Banking for at least 2 Banks/NBFC/BFSI and out of which the bidder should provide monitoring of USSD/Mobile Banking services at least one Bank having more than 1000 branches The Bidder should have minimum staff strength of 20 people dedicated for providing Website/ Mobile Sites monitoring services Bidder should not have been blacklisted by any Govt. organizations/ PSU/PSB during the last three years. The bidder shall give a declaration that they have not been black listed by any of the Govt. Authority or PSUs, as on date of submission of the tender, otherwise the bid will not be considered The bidder should have support office(s) in Mumbai Procurements through Micro and Small Enterprises (MSEs) will be done as per the policy Note guidelines issued by Ministry of Micro, Small and Medium Enterprises (MSME), GOI from time to time. MSEs registered under the SPRS (Single Point Registration Scheme) of NSIC and complying with all the guidelines there under shall be eligible. A Copy of Valid NSIC /MSE Certificate to be submitted, if applicable. Bidder must comply with all the above mentioned criteria as specified above and more elaborately described in Annexure I (Contents and format of Technical Bid). Non-compliance of any of the criteria can entail rejection of the offer. Photocopies of relevant documents / certificates should be submitted as proof in support of the claims made for each of the above mentioned criteria. The Bank reserves the right to verify / evaluate the claims made by the bidder independently. Any deliberate misrepresentation will entail rejection of the offer ab-initio. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 11 of 81

12 10. BID EVALUATION CRITERIA (BEC) To meet Bank's requirements, as spelt out in this Bid Document, the selected Bidder must have the requisite qualifications, skills, experience and expertise in providing consultancy services in information technology and the financial ability that would be required to successfully provide the services sought by Bank The Bidder shall submit their offers strictly in accordance with the terms and conditions of the Bid Document. Any Bid, which stipulates conditions contrary to the terms and conditions given in the Bid Document, is liable for rejection. Any decision of IDBI Bank Ltd in this regard shall be final, conclusive and binding on the Vendor The bids received and accepted will be evaluated by the Bank to ascertain the technically best and lowest bid in the interest of the Bank. However, the Bank does not bind itself to accept the lowest or any Bid and reserves the right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever The Bank reserves the right to modify / amend the evaluation process at any time during the Bid process, without assigning any reason, whatsoever, and without any requirement of intimating the Bidders of any such change. Any time during the process of evaluation Bank may seek specific clarifications from any or all Bidders The Successful Bidder ( L1 ) will be finalized through the Technical & then Commercial evaluation process In case the L1 bidder does not deliver the required services within the stipulated time frame or L1 bidder is providing unsatisfactory support/service during the contract period, then the Bank can approach L2 Bidder and ask them to match the price with the L1 bidder. In case the L2 bidder agrees to match the price with the L1 bidder, then the contract will be awarded to such L2 bidder. If the L2 bidder does not match the L1 price, the option will be given to L3 and L4 bidders and so on The Bank will empanel all the technically qualified bidder for a period of 3 years. In case the Bank is not satisfied with the services provided by the L1 bidder during the contract period, the bank has the right to award the contract to the next technically qualified bidder matching the L1 price. 11. GENERAL INSTRUCTIONS The Bid consists of two parts namely, Technical Bid and Commercial Bid, which are required to be submitted in two separate sealed covers marked as "Technical Bid" and "Commercial Bid" The Commercial Bid will be opened only for those Bidders whose Technical Bid is cleared and accepted All the bids, duly addressed to Deputy General Manager, IT Department, IDBI Bank Limited must be accompanied by cost of Bid Document and EMD as specified in Document Control Sheet and RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 12 of 81

13 must be submitted in person to the IDBI representative mentioned below at the following address on or before the due date specified in the Document Control sheet Dy. General Manager, Information Technology Division IDBI Bank Limited (at IDBI Intech Limited) 5 th Floor, Mafatlal Centre, Nariman Point, Mumbai Attention: Mr. Shailendra Govalkar/ Mr. Satnam Singh The Bidders must submit a Certificate of Undertaking on their letter head duly signed by the authorized signatory confirming the acceptance of all the Terms & Conditions of this tender Bank reserves the right to accept or reject in part or full any or all the bids without assigning any reason whatsoever. Any decision of Bank in this regard shall be final, conclusive and binding on the Bidder Decision as to any arithmetical error, manifest or otherwise in the response to Bid Document shall be decided at the sole discretion of Bank and shall be binding on the Bidder. Any decision of Bank in this regard shall be final, conclusive and binding on the Bidder Bank reserves the right to re-issue / re-commence the entire bid process in case of any anomaly, irregularity or discrepancy in regard thereof. Any decision of Bank in this regard shall be final, conclusive and binding on the Bidder Interested Bidders may obtain further information from: Contact Person Contact No. / ID Mr. Vijay Shete vijay.shete@idbiintech.com Mr. Shailendra Govalkar procurementcell@idbiintech.com Shri Ajit Kumar Pradhan Pradhan.ajit@idbi.co.in Modification to the Bid Documents, if any, will be made available as addendum on the website and / or ed to the prospective bidders The Bid Documents may be downloaded from our website and submitted to the above mentioned office address If a holiday is declared on any of the dates mentioned above, the bids shall be received /opened on the next working day at the same timings specified above In case of reduction of prices due to technological obsolescence / change of product model, the Bidder should pass on the price benefit to Bank Successful Bidder to execute the Contract (in the manner and form as provided in Section 5) with Bank at Mumbai only within the stipulated timelines. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 13 of 81

14 The Bidder should have a 24*7 Technical Assistance Center in India for customer support Each Bidder shall submit only one proposal Quotation shall remain valid for a period of 90 days from date of submission of Commercial Bid Prices quoted should be EXCLUSIVE of taxes i.e. Sales Tax, VAT, and service tax as may be applicable The price quoted by the Bidder cannot be altered or changed due to escalation on account of any variation in taxes, levies, and cost of material The price quoted is to be written in words as well as figures and in case of discrepancies between prices written in words and prices written in figures, the prices written in words shall be considered to be correct All taxes, if any, applicable shall be deducted at source as per current rate while making any payment IDBI Bank will not be obliged to meet and have discussions with any bidder and/ or to entertain any representations in this regard The Bids received and accepted will be evaluated by the Bank to ascertain the best and lowest bid in the interest of the Bank. However, the Bank does not bind itself to accept the lowest or any Bid and reserves the right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever IDBI Bank reserves the right to accept or reject any quotation and to cancel the bidding process and reject all quotations at any time prior to award of the contract. 12. PAYMENT TERMS Payment will be made on quarterly basis for the website monitoring services rendered to IDBI Bank against the Service Provider s Invoice for a completed quarter at the end of the quarter. The Vendor s request(s) for payment shall be made to IDBI Bank in writing (Invoice) accompanied by the daily/weekly/monthly reports for which payment is being claimed. All the payments to the Vendor shall be subject to the report of satisfactory accomplishment of the concerned task. Penalties, if any, on account of non-compliance of Service Requirements, shall be deducted from the invoice value. Any failure to perform the services as stipulated in the contract will attract penalty charges as mentioned in the Scope of work / SLA and the same will be deducted against payment due. The first payment will be made only after ensuring that the submission and execution of all legal documents as stated in the para Execution of Documents and compliance of all the terms and conditions of the RFP. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 14 of 81

15 12.2. All out of pocket expenses, travelling, boarding and lodging expenses for the entire Term of this RFP and subsequent agreement is included in the amounts quoted and the Bidder shall not be entitled to charge any additional costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging. All the payments to the Successful Bidder shall be subject to the performance/ delivery of the Services to the satisfaction of IDBI Bank for this purpose. Penalties / liquidated damages, if any, shall be deducted from the invoice value. The Successful Bidder shall be solely liable for the payment of all the past, present and future central, state and local levies, direct/indirect taxes, octroi, duties, local body tax, fines and penalties (including without limitation sales tax, value added tax, service tax, excise duties and customs duties, if any) by whatever name called, as may become due and payable in relation to the Services Notwithstanding anything contained in this RFP/ the Contract or in any other document(s) Under no circumstances IDBI Bank shall be liable to the Successful Bidder and/or its employees/personnel/representatives/agent etc. for direct, indirect, incidental, consequential, special or exemplary damages arising from termination of the Contract; IDBI Bank shall not have any liability whatsoever in case of any third party claims, demands, suit, actions or other proceedings against the Successful Bidder or any other person engaged by the Successful Bidder in the course of performance of the Service. IDBI Bank reserves the rights to dispute/deduct payment/withhold payments/further payment due to the Successful Bidder under the Contract, if the Successful Bidder has not performed or rendered the Services in accordance with the provisions of the Contract which the IDBI Bank at its sole discretion adjudge. Successful Bidder shall permit IDBI Bank to hold or deduct the amount from invoices, for non-performance or part performance or failure to discharge obligations under the Contract. It is clarified that the any payments of the charges made to and received by authorised Successful Bidder personnel shall be considered as a full discharge of IDBI Bank s obligations for payment under the Agreement. 13. DELIVERY AND DOCUMENTS The contact center numbers along with the escalation matrix mentioning the contact person s name, number and designation in the company, along with the acceptance of the PO/ LOI Delivery of the Services shall be made by the vendor in accordance with the System approved / ordered. The details of documents to be furnished by the vendor for claiming payments are specified hereunder: THREE (3) copies of Bidder s invoice showing contract number, services description, quantity, unit price and total amount of the parts supplied. Service reports. Any other documents which the Bank may specify to the vendor. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 15 of 81

16 SECTION 2 GUIDELINES TO BIDDERS 1. PROCEDURE FOR SUBMISSION OF BIDS 1.1. Before bidding, the Bidders are requested to carefully examine the Bid Documents and the terms and conditions of the contract thereof, and if there appears to be any ambiguity, gap(s) and/or discrepancy between any of the Bid Documents they should forthwith refer the matter to Bank for necessary clarifications and / or confirmation The Technical Bid shall be placed in a separate sealed envelope clearly marked as RFP for Appointing Service Provider for Web / Mobile Site Monitoring Technical Bid The Commercial Bid shall be placed in a separate sealed envelope clearly marked as RFP for Appointing Service Provider for Web / Mobile Site Monitoring Commercial Bid - Do not open with Technical Bid Both the envelopes carrying Technical Bid (Envelope A) and Commercial Bid (Envelope B) should then be put in a single outer cover and sealed. The cover should read RFP for monitoring of Bank s Internet Banking Portal and Corporate Website 1.5. All the envelopes must be super-scribed with the following information: a. Type of Offer (Technical or Commercial) b. Reference Number (IDBI Bank RFP - Appointing Service Provider For Web / Mobile Site Monitoring) c. Due Date d. Name of Bidder e. Name of the Authorized Person 1.6. Bid envelope shall also indicate the name and address of the Bidder to enable the Bid to be returned unopened in case it is declared "late" i.e. it is not submitted by the Bidder within the time stipulated for submission of the Bids 1.7. The bidder cannot quote for the project in part The Bidder is expected to examine and follow all instructions, forms, terms & conditions, and scope of work in the Bid Document. Failure to furnish complete information in all respects required by the Bid Document or submission of a bid not substantially responsive to the Bid Document in every respect will be at the Bidder's risk and may result in rejection of the Bid by the Bank. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder The Bidder shall prepare the bid based on details provided in the Bid documents. It must be clearly understood that the quantities, specifications and drawings are intended to give the Bidder an idea about the order, type, scale and magnitude of the work and are not in any way exhaustive and guaranteed by the Bank. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 16 of 81

17 1.10. The bidder shall submit their offers strictly in accordance with the terms and conditions of the Bid Documents. Any bid, which stipulates conditions contrary to the terms and conditions given in the Bid Documents, is liable for rejection. Any decision of IDBI Bank Ltd in this regard shall be final, conclusive and binding on the vendors The Bidder shall complete in all respects, form(s) annexed to the Bid Documents, quote the prices, furnish the information called for therein, and sign and date each of the documents in the relevant space provided therein for the purpose. The Bidder shall put their initials in each page of the Bid Documents The bid shall be properly signed by a person or persons duly authorized by the Bidder with signature duly attested. In the case of a corporate body, the bid shall be signed by the duly authorized officers and supported by requisite internal corporate authorizations The bid shall contain the full name of the competent authority, designation, address, telephone no.(mobile no. and landline), and id, if any, of Bidder for facilitating communications including notices to be given to the Bidder in connection with the bid transaction The Bid forms and the Documents attached to it shall not be detached or removed one from the other and no alteration(s) or mutilation(s) (other than filling in all the blank spaces) shall be made in any of the Bid Documents attached thereto. Any alterations or changes to the entries in the attached documents shall be made by a separate covering letter, in the absence of which it shall be rejected. Any decision in this regard by The Bank shall be final, conclusive and binding on the Bidder The Bidder shall bear all costs for the preparation and submission of the Bid Documents. The Bank shall not be responsible or liable for reimbursing/compensating these costs, regardless of the conduct or outcome of the bidding process The Bid Security & cost of bid document as specified in Section 2 should be paid along with the Bid Document during submission. Bids without the Bid Security and cost of bid document shall be rejected The Bidder, irrespective of his/her participation in the bidding process, shall treat the details of the documents as secret and strictly confidential The Bank reserves the right to adjust arithmetical or other errors in the bid, in the manner in which the Bank considers appropriate or deems fit. Any adjustments so made by the Bank shall be stated to the Bidder, if the Bank makes an offer to accept his bid. The final decision as to any error manifest or otherwise shall be at the sole discretion of the Bank and shall be final, conclusive and binding on the Bidder The bid prepared by the Bidder, as well as all correspondence and documents relating to the bid exchanged by the Bidder and the Bank and supporting documents and printed literature shall be in English The Bidder shall submit their offers strictly in accordance with the terms and conditions of the Bid Documents. Any Bid, which stipulates conditions contrary to the terms and conditions given RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 17 of 81

18 in the Bid Documents, shall be rejected. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder The Bank also reserves the right to re-issue/re-commence the bid/bid process. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder The Bank reserves the sole right to itself for including any addendum to this entire bid process before opening of the bids. The Bidders shall not claim as a right for requiring the Bank to do the aforesaid. 2. DOCUMENTS FORMING PART OF THE BID 2.1. The following documents inter-alia has to be submitted by Bidders. i. DDs for EMD and Bid amount. ii. iii. iv. Unconditional Acceptance of Terms and Conditions. Certificate of Incorporation / Registration, as applicable. Audited Annual report /Balance sheet of last two financial years v. Fulfillment of Eligibility Criteria (As per Annexure-II). vi. vii. viii. ix. All documents evidencing the fulfillment of eligibility criteria. No vigilance/black listing/court case declaration. Copy of registration certificate regarding Sales Tax / VAT/Service Tax. Certified true copy of Board Resolution authorizing the signatory to sign all documents in respect of RFP including the Indicative Commercial Bid. x. Indicative Commercial Bid Separate sealed Envelope. xi. xii. Masked Commercial bid format. The signed original copy of the RFP. The above details are mandatory, without which the Bids are liable to be rejected. The list of documents in the technical bid should be strictly as per Annexure IV. 3. CLARIFICATION OF BID DOCUMENT 3.1. Any prospective Bidder requiring clarification of the Bid Document may notify the Bank in writing at the mailing address indicated in Section 1. The Bank will respond in writing, to any request for clarification of the Bid Document, received not later than the dates prescribed in Section 1 of this Bid Document. The Bank s response (including an explanation of the query but without identifying the source of inquiry) will be posted on Bank s website. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 18 of 81

19 4. LANGUAGE OF BIDS 4.1. The Bids prepared by the Bidder and all correspondence and documents relating to the bids exchanged by the Bidder and the Bank, shall be written in the English language. 5. BID PRICES 5.1. The Bidder shall indicate the unit prices and total Bid Prices of the services, it proposes to provide under the Contract The prices quoted should be written both in figures and words. In case of any discrepancy, the price mentioned in words will be treated as correct and will be relied upon The total price quoted must be inclusive of cost of supply and providing services during the service period. The prices quoted will be exclusive of applicable taxes viz. sales tax, VAT, Service tax, etc. and will be paid at actuals on submission of relevant documents Applicable taxes would be deducted at source, if any, as per prevailing rates The unit prices quoted by the Successful Bidder in Price Bid will be used to calculate charges for further orders over and above the projected quantities, if any In the absence of above information a Bid may be considered incomplete and summarily rejected. Any decision in this regard by Bank shall be final, conclusive and binding on the Bidder Bidder shall carry out the supply and implementation of equipment strictly in accordance with the requirements detailed under the Scope of Work of the Bid document and it shall be the responsibility of the Bidder to fully meet all the requirements of the Bid document and to complete the work duly operable and safe as per the best industry practice Bank reserves the right to modify the total quantities. The Bidder shall not and hereby waive any or all objections that it might have at the relevant point of time. 6. FIRM PRICES 6.1. Prices quoted must be firm and final and shall not be subject to any re-openers or upward modifications, on any account whatsoever including exchange rate fluctuations, revision in taxes, duties, levies, charges etc. The Bid Prices shall be indicated in Indian Rupees (INR) only. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder. 7. BIDDER QUALIFICATION 7.1. The "Bidder" as used in the Bid Documents shall mean the one who has signed the Bid Form. The Bidder may be either the Principal Officer or his duly Authorized Representative, in which case he/she shall submit a certificate of authority. All certificates and documents (including any clarifications sought and any subsequent correspondences) received hereby, shall, as far as possible, be furnished and signed by the Authorized Representative and the Principal Officer. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 19 of 81

20 7.2. It is further clarified that the individual signing the Bid or other documents in connection with the bid must certify whether he/she signs as Constituted Attorney of the company The Bidder shall sign the bid with the exact name of the company to which the contract is to be issued. The bid shall be duly signed and sealed by an executive officer of the Bidder s organization. Each bid shall be signed by a duly authorized officer The Bidder shall clearly indicate their legal constitution and the person signing the bid shall state his capacity and also source of his ability to bind the bidder The power or authorization, or any other document consisting of adequate proof of the ability of the signatory to bind the Bidder shall be annexed to the bid. The Bank may reject outright any bid not supported by adequate proof of the signatory s authority. 8. PERIOD OF VALIDITY OF BIDS 8.1. Bids should be valid for 90 (Ninety) days from the last date of submission. A bid valid for a shorter period may be rejected by the Bank as non-responsive. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder In exceptional circumstances, the Bank may solicit the Bidder's consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The validity of Bid Security provided shall also be suitably extended. A Bidder may refuse the request without forfeiting its Bid Security. A Bidder granting the request will not be permitted to modify its bid. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder 9. FORMAT AND SIGNING OF BID 9.1. The Bidder shall submit only one original set of the bid The original bid shall be typed legibly. The original shall be signed by the Bidder, or a person or persons duly authorized to bind the Bidder to the Contract The bid shall contain no interlineations, erasures or overwriting except as necessary to correct errors made by the Bidder, in which case such corrections shall be initialed by the authorized person or persons signing the bid The bid should be a complete document and should be bound as a volume. The document should be printed on one side only with page numbers and appropriately flagged and contain the list of contents with page numbers. The deficiency in documentation may result in the rejection of the Bid. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder The chronology of documents in the technical bid should be strictly as per Annexure IV, Section Each page should be stamped and initialed by authorized signatory. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 20 of 81

21 9.7. The Bidders shall seal and mark the Bid accordingly If the outer cover of the bid is not sealed and marked appropriately, the Bank will assume no responsibility for the bid's misplacement or premature opening 10. LOCAL CONDITIONS It will be imperative on each Bidder to fully acquaint himself with the local conditions and factors, which would have any effect on the performance of the contract and / or the cost The Bidder will be granted permission by the Bank to enter upon its premises and lands for the purpose of such inspection, but only upon the express condition that the Bidder, their personnel and agents/ subcontractors shall be responsible for personal injury (whether fatal or otherwise), loss of or damage to life, property and other loss damage, costs and expenses It will be imperative for each Bidder to fully inform themselves of all legal conditions and factors which may have any effect on the execution of the contract as described in the Bid Documents. The Bank shall not entertain any request for clarification from the bidder regarding such local conditions It is the responsibility of the Bidder that such factors have been properly investigated and considered while submitting the bid proposals and that no claim whatsoever including those for financial adjustment to the contract awarded under the Bid Documents will be entertained by the Bank and that neither any change in the time schedule of the contract nor any financial adjustments arising thereof shall be permitted by the Bank on account of failure of the bidder to appraise themselves of local laws / conditions. 11. LAST DATE FOR RECEIPT OF BIDS Bids will be received by the Bank on the date upto the time and at the address specified in the Document Control Sheet In the event of the specified date for the receipt of Bids being declared a holiday for Bank, the Bids will be received upto the appointed time on the next working day. 12. LATE BIDS Any bid received by the Bank after the last date for receipt of bids prescribed by the Bank, will be rejected and/or returned unopened to the Bidder. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder. 13. MODIFICATION AND WITHDRAWAL OF BIDS The Bidder may modify or withdraw its bid after the bid's submission, provided that written notice of the modification or withdrawal is received by the Bank prior to the last date prescribed for submission of bids The Bidder should submit its modified bid in wholesome as a replacement of its previous bid. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 21 of 81

22 13.3. The Bidder's modification or withdrawal notice shall be prepared, sealed, marked and dispatched in accordance with the provisions of this document No bid may be modified subsequent to the last date for receipt of bids 14. ADDRESS FOR CORRESPONDENCE The Bidder shall designate the official mailing address, phone numbers and ids to which all correspondence shall be sent by the Bank. 15. OPENING OF BIDS On the basis of information furnished in the Technical Bid, Bidders will be qualified and shortlisted for further commercial evaluation. The bids of Bidders, who do not qualify at this stage, will not be taken up for further evaluation Only technically qualified (shortlisted) Bidders will be allowed to participate in the Commercial Bid The Bidders' names, modifications, bid withdrawals and the presence or absence of the requisite Bid Security and such other details as the Bank, at its discretion, may consider appropriate or deem fit will be announced at the bid opening. 16. CLARIFICATIONS When deemed necessary, the Bank may seek clarifications on any aspect from the Bidder. However, that would not entitle the Bidder to change or cause any change in the substance of the bid submitted or price quoted. 17. CONTACTING BANK No Bidder shall contact the Bank on any matter relating to its bid, from the time of the bid opening to the time the Contract is awarded Any effort by a Bidder to influence the Bank's bid evaluation, bid comparison or contract award decisions may result in the rejection of the bid. 18. EVALUATION AND COMPARISON OF BIDS A screening committee constituted by IDBI Bank for the purpose of selection of the successful Bidder, would evaluate the Technical Bids submitted by the bidder The proposals will be evaluated in two stages. In the first stage, i.e. Technical Evaluation, the Bidder s will be short listed, based on the responses given by the Bidders against the RFP, other relevant information as provided in the proposal, reference site feedback, and the technical solution presentation, demonstration/site visit. In the second stage, the commercials for the implementation would be evaluated. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 22 of 81

23 18.3. The company s profile, past experience of the Bidder in the area of website monitoring services, delivery of alerts and reports, price, etc. shall be some of the important criteria in selecting the Bidder During the period of evaluation, the Bidder s may be asked to provide more details and explanations about information they have provided in the proposals. The Bidder s should respond to such requests within the time frame indicated in the letter/fax/ seeking the explanation IDBI Bank reserves the right to modify / amend the evaluation process at any time during the Bid process, without assigning any reason, whatsoever, and without any requirement of intimating the Bidders of any such change. Any time during the process of evaluation, IDBI Bank may seek specific clarifications from any or all the Bidder s Technical Bid evaluation methodology that IDBI Bank would adopt is as given below. Bidders who are found to be satisfying the eligibility criteria will be evaluated technically on the points mentioned in Section -5 under technical compliance. The functional and technical questionnaire is in a form of a table as provided in Section 5, which contains the required functionality features in the second column. The Bidder is expected to fill up these functionality requirements in a tabular format provided in the Sections 5 with appropriate responses, details submitted as part of Technical Bid. The bidders scoring 60 and above in the technical evaluation will be called Technically Qualified Bidder for further evaluation. If none or less than three bidder scores below the qualifying mark, then the top three bidders will be considered for further evaluation The Commercial Bids of the technically qualified bidders would be opened in their presence or their authorized representatives wishing to be present The evaluation of the commercial bid shall be based on the lowest rate quoted by the Bidders as indicated in the formats suggested for furnishing the Financial Details vide Annexure IDBI Bank's decision in respect to evaluation methodology and short-listing Bidders will be final and binding and no claims whatsoever in this respect will be entertained IDBI Bank is not bound to accept the lowest or any Bid and has the right to reject any Bid without assigning any reason whatsoever IDBI Bank also reserves the right to re-issue / re-commence / cancel the Bid/Bid process. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the Bidders. 19. POST QUALIFICATION The Bank will determine to its satisfaction whether the Bidder selected as having submitted the best-evaluated responsive bid is qualified to satisfactorily perform the Contract. Any decision in this regard by the Bank shall be final, conclusive and binding on the Bidder. RFP No: IDBI/PCell/RFP/ /022 Date: 1 st March 2017 Page 23 of 81