BHARAT SANCHAR NIGAM LIMITED (A Government of India Enterprise)

BHARAT SANCHAR NIGAM LIMITED (A Government of India Enterprise) TENDER DOCUMENT for Annual Maintenance Contract in respect of web-based ETR Intranet Portal, SBNM, CBNM, AFNET, Time Office, Discussion Board and ETR Circulars COMPUTER DIVISION EASTERN TELECOM REGION 7 th Floor, Telephone Bhawan 34, B B D BAG, KOLKATA - 700 001-1 -

BHARAT SANCHAR NIGAM LIMITED (A Govt. of India Enterprise) O/o THE D.E. (COMPUTER), EASTERN TELECOM REGION TELEPHONE BHAWAN (7 th Flr), 34 B B D BAG, KOLKATA- 700 001. TENDER NOTICE No.3-5-5/29/2011-12/002/Software/ETR/BSNL/24 Dated at Kolkata, the 29 th December 2011 ON BEHALF OF THE CHIEF GENERAL MANAGER, BHARAT SANCHAR NIGAM LIMITED, EASTERN TELECOM REGION, KOLKATA, SEALED TENDERS ARE INVITED FOR ANNUAL MAINTENANCE CONTRACT IN RESPECT OF WEB-BASED ETR INTRANET PORTAL, SBNM, CBNM, AFNET, TIME OFFICE, DISCUSSION BOARD AND ETR CIRCULARS, AT REGIONAL COMPUTER CENTER, TELEPHONE BHAWAN (7 th FLOOR), KOLKATA AS PER SPECIFICATION FOR DEVELOPMENT OF THE WEBSITE. ESTIMATED VALUE OF THE CONTRACT IS RS.50, 000/- (RUPEES FIFTY THOUSAND ONLY). INTENDING TENDERERS OR THEIR AUTHORISED PERSONS WITH AUTHORISATION LETTER MAY COLLECT COPY OF THE BID DOCUMENT FROM THE O/O THE DIVISIONAL ENGINEER (COMPUTER), TELEPHONE BHAWAN (7 th FLOOR), KOLKATA-700001 WITH EFFECT FROM 06-01-2012 UP TO 25-01-2012 BETWEEN 11:00 HRS. TO 16:00 HRS. ON ALL WORKING DAYS, ON SUBMISSION OF CROSSED DEMAND DRAFT OF RS.200/- (RUPEES TWO HUNDRED ONLY) NEITHER TRANSFERABLE NOR REFUNDABLE TOWARDS THE PRICE OF BID DOCUMENT ACCEPTD IN FAVOUR OF THE ACCOUNTS OFFICER, O/O THE DGM RNMS ETR, BSNL, 10 CIRCUS AVENUE, KOLKATA-17. THE DETAILS OF ITEMS AND TERMS & CONDITIONS ARE GIVEN IN THE TENDER DOCUMENT. RIGHT TO ACCEPT / REJECT THE TENDER IN PART / WHOLE IS RESERVED BY THE CHIEF GENERAL MANAGER, ETR, KOLKATA. THE PARTICIPANTS MAY SUBMIT THE BID DOCUMENT DULY FILLED-UP ALONG WITH A CROSSED DEMAND DRAFT OF RS.1000/- (RUPEES ONE THOUSAND ONLY) TOWARDS THE PRICE OF EARNEST MONEY DEPOSIT IN FAVOUR OF THE ACCOUNTS OFFICER, O/O THE DGM RNMS ETR, BSNL, 10 CIRCUS AVENUE, KOLKATA-17 COMPLETED BID DOCUMENTS TECHNICAL AND FINANCIAL BID IN SEPARATE ENVELOPE - ARE TO BE SUBMITTED TO THE O/O THE DIVISIONAL ENGINEER (COMPUTER), TELEPHONE BHAWAN (7 th FLOOR), KOLKATA-700001. Tender document will be supplied from : 11 00 hrs of 06-01-2012, Friday Tenders document will be supplied upto : 16 00 hrs of 25-01-2012, Wednesday Sealed tenders will be received up to : 13 00 hrs of 27-01-2012, Friday Tenders will be opened on : 15 00 hrs of 27-01-2012, Friday Venue of submitting/ opening the tenders : O/o Divisional Engineer (Computer)/ETR 7 th Floor,Telephone Bhawan 34, B B D Bag, Kolkata-1 Sd/- DGM RNMS ETR, KOLKATA --------------------------------------------------------------------------------------------------------------------------------------- Copy for information to: - 1. DGM/RNMS ETR, Kolkata 2. Notice Board - 2 -

INSTRUCTIONS TO BIDDERS INTRODUCTION: - 1. DEFINITIONS (a) The Purchaser means the Bharat Sanchar Nigam Limited, Office of the Deputy General manager, RNMS, ETR, Telephone Bhawan (7 th Floor), Kolkata 700 001. (b) The Bidder means the individual or firm who participates in the tender and submits its bid. (c) The Supplier means the individual or firm supplying the goods under the contract. (d) The Goods means all equipment, machinery, and / or other materials, which the Supplier is required to supply to the Purchaser under the contract. (e) The Advance Purchase Order means the intention of the Purchaser to place the Purchase order on the bidder (f) The Purchase Order means the order placed by the purchaser on the Supplier signed by the Purchaser including all attachments and appendices thereto and all documents incorporated by reference therein. The purchase order shall be deemed as Contract appearing in the documents. (g) The Contract Price means the price payable to the Supplier under the purchase order for the full and proper performance of its contractual obligations. (h) Validation is a process of testing the equipment as per the specifications including requirements. Validation is carried out in simulated field environment and includes stability, reliability and environmental tests. 2. THE BID DOCUMENTS The Bidder is expected to examine all instructions, forms, terms and specifications in the Bid Document. Failure to furnish all information required as per the Bid Documents or submission of the bids not substantially responsive to the Bid Documents in every respect will be at the bidder s risk and may result in rejection of the bid. 3. DOCUMENTS COMPRISING THE BID The bid prepared by the bidder shall comprise of the following components: (a) Earnest Money Deposit for Rs.1000/- (b) Tender Document signed on each page by the appropriate authority. (c) Completed Bid form and price schedule. 4. BID FORM The bidder shall complete the bid form and appropriate Price Schedule furnished in the Bid Document - 3 -

5. BIDDER S ELIGIBILITY The bidder shall furnish the following documents: - (i) Particulars of registration and incorporation of the firm. (ii) Latest Income Tax Clearance Certificate (if not, a copy of PAN Card is to be submitted). (iii) Valid Service Tax/ Sales Tax/ VAT Registration Certificate. (iv) Credentials. 6. EARNEST MONEY DEPOSIT 6.1 The bidder shall furnish an Earnest Money Deposit for Rs.1,000/- (Rupees one thousand only). 6.2 The Earnest Money Deposit is required to protect the purchaser against the risk of bidder s conduct, which would warrant the forfeiture of Earnest Money Deposit. 6.3 The Earnest Money Deposit shall be in the form of a Crossed Demand Draft in favor of the purchaser in the name of the Accounts Officer, O/o the DGM RNMS ETR, BSNL, 10 Circus Avenue, Kolkata-17 from a scheduled bank in Kolkata. 6.4 The Earnest Money Deposit of the unsuccessful bidder will be discharged/returned as promptly as possible as but not later than 30 days after the expiry of the period of the bid validity. 6.5 The successful bidder s earnest money deposit will be discharged upon the bidder s acceptance of the purchase order satisfactorily and furnishing the security deposit. 6.6 The Earnest Money Deposit may be forfeited: In the case of successful bidder, if the bidder fails: (i) to accept the Letter-of-Intent (LOI) or (ii) to furnish security deposit within one week of issuing LOI. 7. SEALING AND MARKING OF BIDS a. The tender shall be properly sealed with sealing wax or PVC tape, and marked Annual Maintenance Contract in respect of web-based ETR Intranet Portal, SBNM, CBNM, AFNET, Time Office, Discussion Board and ETR Circulars, together with crossed demand draft of Rs.1000/- (Rupees one thousand only) as Earnest Money Deposit for all bidders. - 4 -

b. The envelope shall be addressed to The DE (Computer), Telephone Bhawan (7 th floor), 34, B B D Bag, Kolkata-700001. c. The bottom left hand corner of the covers should indicate the name and address of the firm/ tenderer. 8. SUBMISSION OF BIDS a) Tender offer shall be submitted only in the prescribed forms marked as Annual Maintenance Contract in respect of web-based ETR Intranet Portal, SBNM, CBNM, AFNET, Time Office, Discussion Board and ETR Circulars. All the items of these documents must be answered or filled up carefully and no item should be left blank. Otherwise the bid will be treated as technically non-responsive. b) Each page of the General Specification Compliance, Price Schedule, Declarations and Information about Tenderer must be signed by the tenderer with company / firm seal. c) The bid shall be properly sealed with sealing wax or PVC tape and marked the Technical (All technical & commercial documents as per tender document together with crossed demand draft of Rs.200/- in case of those bidders who have downloaded tender document from website and Earnest Money Deposit for all bidders) and Financial (Price schedule as per tender document) bids in two separate envelopes and both should be put into an outer envelope that has also to be properly sealed in the same manner. The tender must be superscribed with Annual Maintenance Contract in respect of web-based ETR Intranet Portal, SBNM, CBNM, AFNET, Time Office, Discussion Board and ETR Circulars. d) Sealed Tender has to be deposited in the Tender Box kept in the office of The D.E. (Computer), Telephone Bhawan (7 th Flr), 34, B B D Bag Kolkata 700 001 on any working day up to 13:00 hrs of 27-01-2012, Friday. 9. LATE BIDS Any bid received by the purchaser after the deadline for submission of bids shall be rejected and returned unopened to the bidder. 10. OPENING OF BIDS BY PURCHASER 10.1 Tenders will be opened at 15:00 hrs of 27-01-2012, Friday in presence of the attending tenderers or their authorized representatives. 10.2 Venue of opening the tender will be office of the DE Computer, ETR Kolkata, Telephone Bhawan (7 th Floor), 34 B B D Bag, Kolkata 700 001. - 5 -

11. PLACEMENT OF ORDER The Purchaser shall consider placement of orders for commercial supplies only on those eligible bidders whose offers have been found technically, commercially and financially acceptable and whose goods have been type approved / validated by the purchaser. 12. PURCHASER S RIGHT TO ACCEPT ANY BID TO REJECT ANY OR ALL BIDS The Purchaser reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids, at any time prior to award of contract without assigning any reason whatsoever and without thereby incurring any liability to the affected bidder or bidders on the grounds of purchaser s action. - 6 -

General (Commercial) Terms and Conditions 1. SECURITY DEPOSIT 1.1 The supplier is required to furnish security deposit for an amount equal to 10% of the value of purchase order in the form of a demand draft drawn on a Nationalised /Scheduled Bank within one week from the date of issue of letter of Intent (LoI) payable to The A.O., O/o the DGM RNMS ETR BSNL Kolkata, 10 Circus Avenue, Kolkata 700 017. 1.2 Security Deposit will carry no interest. 1.3 The security deposit will be refunded after expiry of one year of the contract. If the tenderer fails or neglects to perform any of his obligations under the tender, it shall be lawful for the Chief General Manager, Eastern Telecom Region, Kolkata to forfeit either whole or any part of the Performance security furnished by the tenderer and terminate the contract. 2. CREDENTIALS 2.1 The tenderer must have prior experience in design-and-development of similar applications/ systems in Government/ PSU and/ or reputed private concerns in India, and/ or their maintenance for at least 3 years. Documentary proof of the same must accompany the bid. This requirement is mandatory for acceptance of the bid. 2.2 The tenderer should be conversant with the nature of work in BSNL, and must have working experience, of at least 3 years, in PHP scripting language and MySQL database. 2.3 Preference may be given to bidders who have prior experience of development and/ or maintenance of any fault booking or fault management application software in BSNL, other PSUs or reputed private concerns. 3. DELIVERY OF SUPPORT UNDER AMC 3.1 Delivery of technical support under this Contract Agreement shall be made by the supplier in accordance with the terms specified by the purchaser in its schedule of requirements. 3.2 (a) Technical Support shall be made available at the Regional Computer Center, Telephone Bhawan (7 th Flr.), 34 B B D Bag, Kolkata-700 001, as specified in the firm purchase order. 3.3 The supplier should provide all technical assistance for restoring and monitoring of the software at no extra cost. - 7 -

4. TRAINING 4.1 At the start of AMC, the vendor shall conduct one workshop for BSNL staff, on Familiarization and DOs and DON Ts of ETR Intranet and web applications, at no extra cost to BSNL. 4.2 The vendor shall prepare a Maintenance Manual for BSNL staff to enable them for effective daily routine maintenance of ETR Intranet and web applications. 4.3 The aforementioned Maintenance Manual should be supplied to BSNL in both soft and hard copies. 5. MAINTENANCE CONTRACT 5.1 Free Comprehensive Maintenance Support will include the following:- 5.1.1 Maintenance of uninterrupted uptime of the system, by providing on-call support to BSNL, as well as by periodic preventive maintenance activities. 5.1.2 Attending to faults within 2 hours from the time of reporting, and clearance thereof within 6 hours. 5.1.3 The tenderer shall mention in detail their support infrastructure including address, contact phone/ fax numbers in Kolkata, as well as email addresses, and modalities by which fast response to maintenance calls and minimum downtime will be ensured. 5.2 The maintenance contract shall be for a period of one year from the date of issue of firm purchase order. However, it may be extended by another one year, or subsequent one-year periods, on the same rate, terms and conditions, based on satisfactory performance by the vendor, and if the need for such extension is felt by BSNL. 6. PENALTY 6.1 In case of delay in clearance of fault within 6 hours of reporting, a penalty of Rs. 100/- for every additional hour of delay shall be imposed on the vendor. Maximum penalty deductible shall be subject to a ceiling of 25% of quarterly AMC charges, and recovered from payments of AMC bills. 6.2 Security Deposit shall be forfeited for unsatisfactory service. - 8 -

7. PAYMENT TERMS 7.1 Payment shall be made in arrears at the end of each quarter of AMC. 7.2 Pre-receipted Bill in triplicate may be submitted to the DE Computer, ETR, Kolkata, along with a copy of the work order and Monthly Satisfactory Performance Report from SDE Computer, ETR, Kolkata, at the end of each quarter. 8. DELAYS IN THE SUPPLIER S PERFORMANCE 8.1 Delay in clearance of fault within 4 hrs, a penalty of Rs. 400=00 (Rupees four hundred only) will be imposed for every additional hour subjected to a ceiling of 50% of monthly fee till restoration of fault on the part of the service provider and will be recovered from the bill. 8.2 Delay by the Supplier in the performance of its Contract obligations shall render the Supplier liable to sanction forfeiture of its security deposit and termination of the contract. 8.3 This penalty clause is relaxable under the Force Majeure conditions. 9. FORCE MAJEURE If, at any time, during the continuance of this contract, the performance in whole or in part is prevented or delayed by reasons of any war or hostility, acts of the public enemy, civil commotion, sabotage, fires, floods, explosions, epidemics, quarantine restrictions, strikes, lockout or act of God (hereinafter referred to as events) provided notice of happenings of any such eventuality is given by either party to the other within 21 days from the date of occurrence thereof, neither party shall by reason of such event be entitled to terminate this contract nor shall either party have any claim for damages against other in respect of such non-performance or delay in performance, and deliveries under the contract shall be resumed as soon as practicable after such an event come to an end or cease to exist, and the decision of the Purchaser as to whether the deliveries have been so resumed or not shall be final and conclusive. Further that if the performance in whole or part of any obligation under this contract is prevented or delayed by reasons of any such event for a period exceeding 60 days, either party may, at its option, terminate the contract. 10. DISPUTE SETTLEMENT: 10.1 In the event of any question, dispute or difference arising under this Tender and agreement or in connection wherewith except as to matters the decision on which is specifically provided under the Terms and Conditions of this tender, the same shall be - 9 -

referred to the sole arbitration of the Chief General Manager, Eastern Telecom Region or any other person appointed by him as the Arbitrator. 10.2 No objection to any such appointment on the ground that the Arbitrator is a Government servant shall be entertained. If however, the Arbitrator is a Government servant, he will not be the one who had an opportunity to deal with the matter to which the agreement relates to or that in the course of his duties as Government servant he has expressed view, on all or any of the matters in dispute or in difference. 10.3 The award of the Arbitrator shall be final and binding on the parties. In the event of such Arbitrator to whom the matter is originally referred to being transferred or vacating his office due to dying, resigning, or refusing to work or neglecting his work or being unable to act as for any other reason whatsoever, the Chief General Manager, Eastern Telecom Region, shall appoint another person to act as the Arbitrator in place of the outgoing Arbitrator in accordance with the terms of this agreement and the person so appointed shall be entitled to proceed with the reference from the stage at which it was left by his predecessor. 10.4 The Arbitrator may from time to time, with the consent of parties, enlarge the time for making and publishing the award. 10.5 Subject to the aforesaid provisions, the Arbitration Act, 1940 and the rules made there under and any stipulation / modification for the time being in force shall be deemed to apply to the Arbitration proceedings. 10.6 All incidental expenses in the Arbitration proceedings will be borne by the party to be decided by Arbitrator. 10.7 The Arbitrator will decide the venue of the Arbitration proceedings. 11. TERMINATION OF CONTRACT: The Chief General Manager, Eastern Telecom Region, BSNL, or any other officer authorized by him, shall be at liberty by notice in writing to the SERVICE PROVIDER, to terminate the Contract in any of the following cases: a. If any fraud or fraudulent motive is detected in the SERVICE PROVIDER s action with the PURCHASER and/or b. If the SERVICE PROVIDER demands undue charges not stipulated in the Contract and/or c. If any person connected with the PURCHASER of BSNL or any official drawing - 10 -

salary from the Chief General Manager, Eastern Telecom Region, BSNL becomes in any way interested in the Contract, for his personal gains, in connivance with the SERVICE PROVIDER and/or d. If the SERVICE PROVIDER himself or any of his servants be guilty of fraud or attempt fraud in connection with the Contract or offer any bribe or gratuity to any person connected with the Chief General Manager, Eastern Telecom Region, BSNL or to any official drawing salary from the Chief General Manager, Eastern Telecom Region, BSNL and/of e. If the SERVICE PROVIDER employs any outside agent or sublets the Contract or any right to payment thereunder without the consent in writing of the Chief General Manager, Eastern Telecom Region, BSNL and/or f. If the SERVICE PROVIDER becomes insolvent or applies for relief as insolvent debtor and /or in case the SERVICE PROVIDER is a company and it is wound up or in case the SERVICE PROVIDER is a partnership firm when it is dissolved or reconstituted and/or g. If the SERVICE PROVIDER makes default in or fails to comply with any of the terms and conditions set forth in this Contract and/or h. If the SERVICE PROVIDER s work found unsatisfactory in the opinion of the Chief General Manager, Eastern Telecom Region, BSNL. - 11 -

SCHEDULE OF REQUIREMENTS Scope of Work: Comprehensive Maintenance support in respect of the ETR Intranet Portal and various web-based applications SBNM, CBNM, AFNET, Time Office, Discussion Board, ETR Circulars, etc. running/ accessible through this Portal. Comprehensive Maintenance Support shall include, but not limited to, the following: - 1. Ensuring 100% uptime for ETR Intranet portal and applications by providing prompt remote/ on-site support to BSNL staff, working in the Regional Computer Center of ETR, at 7 th Floor, Telephone Bhawan, Kolkata 700 001. 2. Attending to faults within 2 hours from the time of intimation, and clearance thereof within 24 hours. 3. In case of any fault, the vendor shall provide technical assistance/ guidance over phone to BSNL staff. The vendor shall also ensure visits of the expert and competent technical staff to the BSNL site, in case the fault is not rectified to the satisfaction of BSNL even after following the telephonic instructions and advices. 4. Troubleshooting, debugging and Route Cause Analysis of faults observed/ reported in the Application Software and Database. 5. Preventive maintenance is to be carried out once every 3 months. 6. Minor modifications in the existing software, e.g. addition/ deletion of menus, reports, queries, etc. ( minor means that which does not involve any change in data structure of the software). NOTE: For further technical information on the working of above-mentioned web applications, interested bidders may visit the Regional Computer Center of ETR, at 7 th Floor, Telephone Bhawan, Kolkata 700 001, between 11:00 Hrs. and 15:00 Hrs. on any working day from <06-01-2012> to <25-01-2012>. - 12 -

BHARAT SANCHAR NIGAM LIMITED EASTERN TELECOM REGION KOLKATA PRICE SCHEDULE Charges for Annual Maintenance Contract in respect of web-based ETR Intranet Portal, SBNM, CBNM, AFNET, Time Office, Discussion Board and ETR Circulars Rs. Rupees.. DECLARATIONS It is declared that I, Sri, being the Tenderer/Authorised Signatory/Authorised Supplier/ Proprietor/ Manager of: M/s (Address of the tenderer) have gone through and understood all the Terms & Conditions laid down in the Tender Document and would abide by the same terms and conditions throughout the period of contract. Signature with date Name in block letters Seal of the Company - 13 -

BID FORM NIT no. 3-5-5/29/2011-12/002/Software/ETR/BSNL/24 Dated at Kolkata, the 29 th December 2011 To Deputy General Manager, RNMS, ETR, Kolkata, Telephone Bhawan (7 th Floor), Kolkata-700 001 Dear Sir, 1. Having examined the terms and conditions and specifications, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to supply and deliver.. inconformity with the said terms and conditions and specifications for the sum shown in the schedule of prices attached herewith and made part of this Bid. 2. We undertake, if our Bid is accepted, to commence deliveries within ( ) weeks and to complete delivery of all the items specified in the contract within ( ) weeks calculated from the date of issue of your purchase order. 3. If our Bid is accepted, we will obtain the Security Deposit for a sum of Rs.1000/- for the due performance of the contract. 4. We agree to abide by this Bid for a period of 180 days from the date fixed for Bid opening and it shall remain binding upon us and may be accepted at any time before the expiration of that period. 5. Bid submitted by us is properly sealed and prepared so as to prevent any subsequent alteration and replacement. 6. We understand that you are not bound to accept the lowest or any bid, you may receive. Dated this.. day of..20 Name and Signature. In the capacity of. Duly authorised to sign the bid for and behalf of Witness Address Signature.. - 14 -

EARNEST MONEY DEPOSIT DETAILS Tender for Annual Maintenance Contract in respect of web-based ETR Intranet Portal, SBNM, CBNM, AFNET, Time Office, Discussion Board and ETR Circulars To The Divisional Engineer (Computer), ETR, Telephone Bhawan(7 th Floor), Kolkata - 700 001. The undersigned hereby tenders for job [ Annual Maintenance Contract in respect of Web Based Software viz. SBNM, CBNM, AFNET and ETR Intranet Portal designed on PHP ] as specified in the Tender Document and accepted the conditions of Earnest Money Deposit details as given in the Bid Document. The conditions for forfeiture of EMD are: In the case of successful bidder, if the bidder fails: (i) to accept the Letter-of-Intent (LOI) or (ii) to furnish security deposit within one week of issuing LOI Details of EMD is given below: Demand Draft No..Dated....of.... Bank Branch for Rs. /- (Rupees....) only is enclosed as Earnest Money Signature of Tenderer with date Name: Address: - 15 -