astoria 201201 rfq basic home station rev4 02062012

7/30/2019 Astoria 201201 RFQ Basic Home Station Rev4 02062012

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RFP Vendor Selection Basic Home Station page 1 from 62

CONFIDENTIAL

The information contained in this proposal and any related discussions or documents produced by Telefonica or their

advisers are confidential and proprietary information. The information is subject to confidentiality restrictions between

the parties and should only be circulated to those on the RFQ team. Copies of confidential documents must be

returned at the end of the supplier's involvement in the response process.

This RFQ is subject to the terms of the non-disclosure agreement (NDA) entered into by you with TELEFONICA

- Telefonica -

VENDOR SELECTION PROCESS FOR

BASIC HOME STATION

You have been identified as a potential supplier with the capability to deliver goods or services to any of

Telefonica Subsidiaries. Accordingly, we would like to invite you to respond to this Request for

Proposal (RFQ) by 16th

of February, 2012

[Astoria Networks GmbH]

In the event that there is an alternative division or subsidiary of your company more suitable to deal with this RFQ, I

would be grateful if you would pass this RFQ on to the relevant division or subsidiary and advise us accordingly with

the relevant contact details. This exercise is entirely subject to contract.


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VENDOR SELECTION FOR BASIC HOME STATION


.

Table of Contents

1. Overview ...................................................................................................................... 4

2. Non Functional Considerations .................................................................................. 14

3. Functional Requirements ........................................................................................... 14

4. Technical Requirements ............................................................................................ 30

5. Testing & Acceptance (Certification and Field Trial) .................................................. 32

6. In Life Management ................................................................................................... 34

1.1. Companies Overview .............................................................................. 4

1.2. Basic Home Station Overview ................................................................. 5

1.3. General Proposal Instructions ................................................................. 5

1.4. Telefonica Ethical Procurement Policy .................................................... 7

1.5. Environmental Procurement Policy ......................................................... 7

1.6. RFQ Structure ........................................................................................ 8

1.7. Guidelines and schedule ......................................................................... 8

1.8. How to prepare your response .............................................................. 10

2.1. Non-Functional Requirements ............................................................... 14

3.1. Definition .............................................................................................. 14

3.2. Service Integration ................................................................................ 15

3.3. Service Description ............................................................................... 21

3.4. Casing Design ...................................................................................... 23

3.5. Labels .................................................................................................. 24

3.6. Remote Management ........................................................................... 24

3.7. Connectivity .......................................................................................... 25

3.8. Hardware ............................................................................................. 27

3.9. Standard Packaging ............................................................................. 29

4.1. Quality Assurance ................................................................................ 31

4.2. Initial Training ....................................................................................... 31

4.3. Security Requirements ......................................................................... 32


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7. General Information to be provided by the vendor ..................................................... 52

8. Commercial Model, Pricing & TELEFONICA Standard Agreement ............................ 53

9. Extra Quotation .......................................................................................................... 61

10. Schedules .................................................................................................................. 62

6.1. General Supplier Management ............................................................. 34

6.2. In Life Change Management ................................................................. 35

6.3. Service Delivery ................................................................................... 36

6.4. Service Governance ............................................................................. 36

6.5. Operational Reporting Requirements .................................................... 39

6.6. Incident Management ........................................................................... 39

6.7. Problem Management .......................................................................... 42

6.8. Release Management ........................................................................... 43

6.9. Availability Management ....................................................................... 45

6.10. Support and Maintenance ..................................................................... 46

6.11. Service Level Agreement ...................................................................... 49

6.12. Assumptions and Obligations ................................................................ 49

6.13. Maintenance of existing equipment production ...................................... 50

6.14. Ensuring compliance with the roadmap of product ................................ 50

6.15. Warranty .............................................................................................. 50

6.16. Specific Developments ......................................................................... 51

8.1. TELEFONICA Purchasing Terms .......................................................... 53

8.2. General Commercial Terms and Pricing Proposal ................................. 53

8.3. Particular Commercial Terms for SPAIN ............................................... 568.4. Particular Commercial Terms for CHILE................................................ 56

8.5. Particular Commercial Terms for BRAZIL .............................................. 57

8.6. Particular Commercial Terms for ARGENTINA ...................................... 57

8.7. Particular Commercial Terms for COLOMBIA ....................................... 58

8.8. Particular Commercial Terms for PERU ................................................ 58

8.9. Preference Customer conditions ........................................................... 58

8.10. TELEFONICA Policies .......................................................................... 59


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1. Overview

Your company has been invited to participate in the process Vendor Selection for

Basic Home Station, and being selected as one of the participant in the first phase of

this process.

1.1. Companies Overview

1.1.1. Telefnica Overview

Telefnica is one of the world leaders integrated operator in the telecommunication

sector, providing communication, information and entertainment solutions, with

presence in Europe, Africa and Latin America.

Telefnica has one of the most international profiles in the sector with more than 60%

of its business outside its home market and a reference point in the Spanish and

Portuguese speaking market.

In Spain, the Group has over 80 years experience since its constitution in 1924,

providing services to more than 47.3 million customers at December 2008. In Latin

America, Telefnica gives service to more than 158 million customers as of the end

of December 2008 becoming the leader operator in Brazil, Argentina, Chile and Peru

and has substantial operations in Colombia, Ecuador, El Salvador, Guatemala,

Mexico, Morocco, Nicaragua, Panama, Puerto Rico, Uruguay and Venezuela. In

Europe, on top of the Spanish operations, the Company has operating companies in

the United Kingdom, Ireland, Germany, Czech Republic and Slovakia.

The Group stands in fourth position in the sector Telco worldwide in terms of market

capitalisation the 1st as an European integrated operator and fourth in the Eurostoxx

50 ranking, composed of the major companies in Europe (December 31st 2008). The

Group is listed on the main Spanish and foreign stock markets and has over 1.5

million direct shareholders according to separate records in favour of individuals and

corporations.

As of December 2008, Telefnicas total number of customers amounted to 259

millions.


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1.2. Basic Home Station Overview

The Basic Home Station is the natural evolution of the current standard Wifi router.

This device is very focused in connectivity, increasing some features from home

networking.

It has been defined for the users that:

Demand Multiple access connection (Back up 3G connection)

Interested in a better wifi coverage (Wifi n)

Look for an easy and quick provision.

Demand an easy and intuitive user interface

Share USB hard disks and printers.

Appreciate an attractive design for the device

1.3. General Proposal Instructions

This RFQ is not an offer to enter into an agreement with any party, but rather a

request to receive proposals from persons interested in providing the devices

outlined. TELEFONICA may reject all proposals, in whole or in part, and/or enter into

negotiations with any party to provide such devices.

TELEFONICA shall not be responsible for any costs incurred by suppliers in

responding to this RFQ and shall not be under any obligation to any recipient

whatsoever with regard to the subject matter of this RFQ.

TELEFONICA will treat as confidential all information submitted as part of any

responses to this RFQ. An NDA has been signed for this proposed between

TELEFONICA AND Supplier.

TELEFONICA shall not be obliged to disclose anything about the successful suppliers

but will endeavour to provide feedback, where possible, to unsuccessful suppliers.

TELEFONICA reserves the right to vary any element of this RFQ, issue

supplementary documentation or make additional arrangements at any time prior to

the proposal response date to clarify any issue or amend any aspect of the RFQ. All

such supplementary documentation issued by TELEFONICA during the RFQ process

will be deemed to form part of that RFQ and will supersede any part of the RFQ to the

extent indicated in the amendment. TELEFONICA may, at its absolute discretion,

vary and/or extend the RFQ process or postpone any submission date in the event of

any such amendment.


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TELEFONICA reserves the right at its absolute discretion to inform any supplier that

TELEFONICA is withdrawing its invitation to that supplier to bid for the proposal and

that accordingly TELEFONICA does not wish that supplier to submit an RFQ

response.

It is the suppliers responsibility to ensure that a full appreciation, understanding and

comprehension of the services required, stated or implicit have been achieved prior to

responding to this RFQ. No claims will be accepted for items that arise from the

suppliers failure to meet these requirements.

TELEFONICA do not expect to receive a response from more than one company

within a given group. In the event that your company is part of a group you should

submit a consolidated response from one part of your organisation and explain how

you would manage the contract in the event that you are successful.

Any conflict of interest or potential conflict of interest must be fully disclosed to

TELEFONICA as soon as it becomes apparent. In the event of any conflict of interest

or potential conflict of interest, TELEFONICA will, in its absolute discretion, decide on

the appropriate course of action.

Neither TELEFONICA nor any of their subsidiaries or group companies shall have(other than in respect of fraudulent misrepresentation) any liability (including liability

for any direct, indirect or consequential loss or damage), or obligation, to the supplier,

resulting from the use of, or reliance upon, this RFQ; or any inaccuracy, error,

omission, unfitness for purpose, defect or inadequacy of any kind whatsoever in this

RFQ, except as may be expressly set out in any final and binding agreement entered

into by TELEFONICA and the supplier and subject to such limitations as may be set

out in that final and binding agreement.

Any dispute between the vendors and TELEFONICA as a consequence of this RFQ

process will be governed by and interpreted in accordance with, Spanish law and

subject to the exclusive jurisdiction of the courts of Spain, Madrid City.

By submitting a response to the RFQ the suppliers agree to all the terms and

conditions laid out in this RFQ and no purported rejection, variation or addition by

suppliers of these terms and conditions will have any effect.


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1.4. Telefonica Ethical Procurement Policy

TELEFONICA is committed to helping ensure that internationally recognised labour

and health and safety standards are recognised and adhered to by its suppliers in

accordance with the TELEFONICA Ethical Procurement Policy. As a matter of

principle TELEFONICA will not enter into contractual arrangements with suppliers

where:

The supplier is found to be using workers below the relevant minimum age for

employment; or

The supplier is found to be using forced, bonded or involuntary prison labour; or

The suppliers workers are found to be subjected to potential life threatening working

conditions or harsh or inhumane treatment.

Prior to the award of any contract, suppliers shall comply with requests from

TELEFONICA for information regarding their compliance with the TELEFONICA

Ethical Procurement Policy which shall be provided in a timely manner, and shall

permit TELEFONICA to carry out audits of their facilities that would be used to satisfy

the requirements of any resultant contract.

During the period of any resultant contract, should any of the above three conditions

be discovered to exist in the suppliers operations or with their direct sub-contractors,

and the supplier fails to complete corrective action within a timescale agreed with

TELEFONICA, then this will be regarded as a material breach of contract.

https://compras.telefonica.com/ING/serproveedor.html

1.5. Environmental Procurement Policy

1.5.1. Telefonica Environmental Procurement Policy

Our suppliers are expected to comply with all relevant local and national

environmental regulations and we work with them to help minimize the effects of their

activities.

Our policy supplements TELEFONICA's internal efforts to help protect and sustain

the environment, and is an integral part of our ISO14001 accredited Environmental

Management System. Our aim is to drill our objectives for sustainable development

deeper into the supply chain.
https://compras.telefonica.com/ING/serproveedor.htmlhttps://compras.telefonica.com/ING/serproveedor.htmlhttps://compras.telefonica.com/ING/serproveedor.html


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Suppliers will, as a minimum, be expected to:

have an up-to-date, documented Environmental Policy including commitment to

environmental protection, prevention of pollution, compliance with environmental

legislation, continuous improvement and to procure in line with its policy;

Have a documented Environmental Management System to ensure effectiveplanning, operation and control of environmental aspects. This Environmental

Management System shall satisfy the requirements of ISO 14 001 or other

internationally recognized standards.

Have programmes in place for improving environmental performance.

During the period of any contract we expect the supplier to make all reasonable efforts to

support initiatives or targets that TELEFONICA may from time to time introduce where the

initiatives are relevant to their area of the TELEFONICA supply chain, e.g. Carbon foot

print reduction targets.

Examples of where we work with suppliers range from sourcing recycled paper for all of

our marketing material, through to energy saving initiatives with our major network

equipment suppliers.

http://info.telefonica.es/cr2007/rc2007/site/home-5.html

1.6. RFQ Structure

The RFQ comprises the following sections:

Section 1: Overview

Section 2: Error! Reference source not found.


Section 4: Technical Requirements

Section 5: Testing & Acceptance (Certification and Field Trial)

Section 6: in Life Management

Section 7: General Information

Section 8: Commercial Model, Pricing & TELEFONICA Standard Agreement


Section 10: Schedules

1.7. Guidelines and schedule

Intent to Respond

Please carefully read all sections of this RFQ. Failure to respond in the required

manner and by the due date could lead to your proposal being excluded.
http://info.telefonica.es/cr2007/rc2007/site/home-5.htmlhttp://info.telefonica.es/cr2007/rc2007/site/home-5.htmlhttp://info.telefonica.es/cr2007/rc2007/site/home-5.html


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Please sign and email as signed copy of the Intent to Bid Form in Schedule 1 by

deadline described in section 1.11 Timeline

Questions & Clarifications

All communications regarding this process must be via the channels indicated in the

e-mail containing this document. Attempts to lobby or influence TELEFONICA

employees outside these channels may result in disqualification from the tender

process.

TELEFONICA will answer all appropriate questions in regard to this RFQ that are

raise by Questions must be sent via e-mail to the following mailbox address of

Telefonica. Any question should be in English and sent to both Telefonica at the

same email. Any question that is sent incorrect way will be rejected.

Technical Questions: [email protected]

[email protected]

Commercial and General Questions:

[email protected]

[email protected]@telefonica-gs.de

Note: Pls copy [email protected],

[email protected] andlei.huang@telefonica-gs .defor any

question that you raise to Telefonica for administrative purpose.

During the evaluation process, Telefonica will not do accept questions for the

suppliers. The response must be complete.

Any clarifications will be replied to by the contact above. Clarifications may be given

to all suppliers responding and the identity of the company that asked a specific

question will be withheld.

Timeline

Please submit your completed proposal via Email not later than. RFQ responses that

are received after the due time and date may not be considered. The email
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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addresses to receive the proposal are:

Telefonica:

It is the Vendors responsibility to ensure that Telefonica receives the Proposal ontime, and Telefonica reserves the right to reject any proposals received after the

above-mentioned deadline.

A summary of key dates is provided in the table below, however TELEFONICA may

amend or add to these dates.

Date Description

03-02-2012 Distribute RFQ16-02-2012 Proposals from Vendors

22-02-2012 Final Evaluation

27-02-2012 Auction

28-02-2012 Vendor Award Communication

14-03-2012 Sample reception by TEF

15-03-2012 TELEFONICA on-site evaluation starts

15-06-2012 Start of Field Trial

14-06-2012 Start of Mass Production

14-07-2012 Transport of Initial Units

13-08-2012 Delivery of Initial Units

It should be noted that the timescales above are subject to change but can be used

as a guide for planning assumptions. Any changes will be notified to you.

The delivery of samples will be in Madrid and is mandatory. The Supplier shall deliver

these samples according to procedure and configuration defined in Schedule 8.

The Supplier will be eliminated if the supplier that doesnt delivery the samples.

1.8. How to prepare your response

ResponseStructure

It is essential that the Suppliers response consists of all the documentation required

by this RFQ and that the information provided by the Supplier focuses on compliance

with the requirements set out in this RFQ.

The Supplier proposal should include, additionally to all the information submitted via

Email in the request of languages:


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Cover Letter (English)

Management Summary ( English)

To ensure the evaluation of proposals is performed efficiently, each proposal shouldbe divided into the following sections, as per the RFQ and as indicated below, and in

the language specified as below:

Section 1: Overview - NO RESPONSE REQUIRED

Section 2: Non Functional Considerations (English)

Section 3: Functional Requirements (English)

Section 4: Technical Requirements (English and Spanish)

Section 5: Testing & Acceptance (Certification and Field Trial) (English)Section 6: In Life Management(English)

Section 7: General Information (English)

Section 8: Commercial Model, Pricing & TELEFONICA Standard Agreement

(English)

Section 9: Schedules (English)

If there is any difference in English and Spanish answers, Telefonica will choose the

answer which is more beneficial to Telefonica .

The Supplier should insert their company logo instead of the TELEFONICA logo on

every front page and in the header of each document. The file naming shall be the

same as the TELEFONICA documents, but starting with the name of the Supplier.

Example:

RFQ-Document: [project name]

Response of Supplier1: Supplier1 [project name]

Cover Letter

The cover letter shall be signed by authorised representatives of the Supplier.

Management Summary

The Supplier shall provide a management summary of its proposal, giving information

about the proposed solution.


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The management summary shall be a maximum of 5 pages and shall provide a

realistic summary of the content of the Suppliers proposal and not simply offer

positive headline statements. TELEFONICA expects to be able to gain a quick

overview of the Suppliers proposal and requests the Supplier to avoid statements

with references to the body of the RFQ document for more detail in the summary.

In order to allow TELEFONICA to quickly identify the strengths of the proposal, the

Supplier is required to explicitly include the following information:

Its commitment to adhere to all guidelines for the RFQ process and communication rules.

Its commitment to meet TELEFONICAs requirements in terms of scope and time scales

set out in this RFQ.

Its commitment to work with TELEFONICA using best pricing.

Its commitment to meet the TELEFONICA Service Levels.

Capability and commitment to meet changing business drivers.

Its ability to scale operational capacity to meet current and future requirements.

The top five differentiators from competitors.

Whether it intends to supply goods for a third party or vendor, and who will be this ven dor.

Its commitment to create a commercial channel, if not available yet, to deliver in DDP to

Telefonica OBs provincial companies as described in the RFQ. Please provide the names

of the companies used and if they are part of the vendors group or it is a 3rd

party

commercial agreement.

Its commitment to accept the TELEFONICA procurement Terms & Conditions.

RFQ Response Format

The Suppliers responses MUST have the same format and numbering as the RFQ.

The Supplier shall copy the original text of the RFQ and add the respective response

to each section, subsection or paragraph. The response shall be framed using the

Box style included in the RFQ MS-Word documents (e.g. not Excel text boxes). The

Supplier shall use the document files provided with this RFQ as the basis for the

Proposal. The Supplier Proposal shall be in MS-Word format.

Deviation from the modality of the response requested for a specific question will

result in a non-compliant evaluation of that question.

Statements of Compliance

Requirements are explicitly formulated as statements. The supplier will mark the

requirements as follows:


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FULLY COMPLIANT (FC) indicates that the supplier fully satisfies (without reservation) the

requirements of TELEFONICA. In case of comments on FC requirements, will be take note

of the information, but in any case of contradiction it will be assumed the requirement text

as correct.

PARTIALLY COMPLIANT (PC) indicates that the supplier meets the requirements of

TELEFONICA only partially. The supplier shall explain in detail the areas of non-compliance

and shall provide an alternative proposal, which offers a similar performance at a

comparable or lower whole life cost. The supplier shall provide details of its alternative

Proposal, e. g. time scales, Availability, release version and predicted results of that

proposal.

NON COMPLIANT (NC) indicates that the supplier cannot meet the requirements of

TELEFONICA . The supplier shall explain why the supplier is not FC to these requirements.

The supplier should respond for each requirement showing how their solution wouldsatisfy the requirement and in all cases providing comments and any relevant back

up information or assumptions. Also state whether such functionality is provided by

any proposed products, future release of the product (give timeline) or if it will be

enabled by some form of additional development (ie additional

functionality/development outside the standard vanilla solution currently offered by

the supplier).

In their response the supplier will be expected to demonstrate that they:

Have fully understood TELEFONICAs requirements

Are compliant with the requirements

The level of detail of the response or the Statement of Compliance shall provide

TELEFONICA with satisfactory information to give confidence in the accuracy of the

information received from the supplier. A sole reference to the suppliers

documentation is insufficient and not acceptable.


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2. Non Functional Considerations

The response section of this RFQ is split as follows:

Non functional these are intended to provide the basis to shape the proposal.

These are expected to have a simple compliancy statement that can be clearly

referenced back from the description of the solution in the delivery section

2.1. Non-Functional Requirements

Summary Telefonica non-functional requirements to which the current platform / solution adheres

Id # Requirement Comment

Req 1 The supplier accepts to use and work via Telefonica E-

commerce Platform, which is requested by Telefonica, as

described in Schedule 3.

FC

Req 2 The supplier deliver the Environmental Declaration

Questionnaire filled-out as described in Schedule 4.

FC,

As already signed with

recycle service platform:

ERP(Spain) and

EAR(German)

Req 3 The supplier accepts conditions of governance of this RFQ

as described in section 1.3 General Proposal Instruction

FC

3. Functional RequirementsPlease find below all the functional requirements.

It is required to the vendor to answer in the column Comment of this file with the

level of compliance of the vendor.

3.1. Definition


Req 4 The set is based on :

Connectivity: the equipment is a routerADSL/ADSL2+ connected in its input to abroadband service. It will contain 4 Ethernet10/100 in the LAN side to connect the router tohome network devices.

Wireless LAN Interface: the equipment will havea wireless LAN interface according the standard

Connectivity: PC

Wireless: FC

Security: FC

USB: Support 1 USB2.0

host port

Remote management: FC

User interface: Current


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IEEE 802.11 n 2.4GHz (2x2). It must becompatible with equipments having wirelessinterface 802.11 b and g.

Security: Wi-Fi Protected Setup (WPS) and

supporting wireless standards 802.11i .

USB Port: the equipment will have at list (1)master USB with the following functions:

- Wireless WAN Interface: In case a 3G USB dongleis connected, it will work as a connectivity backupsolution when no ADSL is available.

-Printer sharing: In case a USB printer is connected, itwill be shared to all devices connected to theequipment.

-Disk sharing: In case a USB disk is connected, it willbe shared to all devices connected to the equipment.

Remote management: TR-069, support. Theconfiguration associated to the connectivityservices in the router will be remotely managedvia TR069 from the operator ACS, including the3G interface connection configuration.

User Interface: the equipment should have auser interface base on HTML/JavaScript designedby Telefnica and given to the vendor, that will

deploy it with out any extra-cost

Design: the equipment should have adifferentiate design, adopting with out extra costthe selected design for Basic Home Station andwhose details will be provided to the selectedmanufacturer.

sample supports generic

GUI instead of Telefonica

design. The Telefornica

design will be

implemented in the next

development phase

Design: FC

The current product

provides the following

hardware configurations

- 4 Fast Ethernet LAN

- ADSL/ADSL2+

- 802.11n 2x2 WiFi

- 1 USB ports

3.2. Service IntegrationId # Requirement Comment

Req 5In order to use or interact with equipment , customer

should get access to the user interface.

The user interface is manageable by using a web

browser. Each time the end customer access the

user interface he/she is identify

FC.

The system is protected by

the user name and

password.


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3.2.1. Users


Req 6It will be one kind of user that will have credentials

(password) to access to the user interface capable to

change parameters. These credentials will store only

locally in the Basic Home Station.

When the user get access to the GUI, he/she will be

able to see some information in order to know the

status of his equipment. If he/she would like to do

some configuration or to see some detail information

he/she should provide (password)

FC

The router provided will

support multiple users anduser levels to protect the

system. Only the users

with admin privilege could

have access to product

status and the stored

password.

3.2.2. User Interface


Req 7Interfaces Supported:

The equipment should have user interface accessible

from a LAN connected device using a supported

browser:

Internet Explorer 6 and higher

Mozilla Firefox (Win, MacOS y Linux)

Safari (Win y MacOS)

Google Chrome (Win)

It will be necessary to have an specific tool in the user

interface for the technical people within the operator

to manage and maintain in case of incidentsThe way to access to this technical/maintenance

space in the GUI should be:

http://192.168.1.1:8000

FC.

Will Comply in next

development phase.


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3.2.3. Local Interface


Req 8The access to the local interface will be done with a

web browser from any device in the LAN having two

different ways:

Typing in the URL field of the web browser thelocal IP address of the Basic Home Station:http://192.168.1.1

Typing a name for the Basic Home Station: ejem :http://movistarhomestation.

FC.

Will Comply in next

development phase.

3.2.4. Technical/Maintenance interface access


Req 9The access to the local maintenance interface will be

done with a web browser from any device in the LAN

having two different ways:

Typing in the URL field of the web browser thelocal IP address of the Basic Home Station:http://192.168.1.1:8000

Typing a name for the Basic Home Station, ejem :http://movistarhomestation/tec

Basic Home Station (BHS) GUI is divided in two

major blocks:- Welcome and configuration Wizard

-Configuration Interface

FC.

Will Comply in next

development phase

3.2.5. Welcome and configuration Wizard


Req 10The first time the user request for a web page from its

browser the router should redirect to the Local user

interface where the client should:

Change the administrator password,

Configure the SIMs PIN (Personal Identification

Number) in the web configuration interface.(optional)

FC.

Will Comply in next

development phase


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Some other simple home configurationparameters (such us change SSID name or WPAkey).

In the case where the user enter an incorrect PIN(three times) the user interface should ask for the

PUK (Personal Unblocking Key number)

Following diagram shows the Wizard site map

structure. Although final number of steps has not

been yet closed, these will be not more than 7 steps.

Note: this map is only a reference for the Business

units

BHS Wizard incluye the following features:-Welcome Step

-WiFi config

-Other simple configuration or information steps

-3G config (when dongle is connected)

More details about these features will be provided

after the final vendor selection.


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3.2.6. Configuration Interface


Req 11Following diagram shows the BHS configuration

interface site map accessible via web browser.

Note: this map is only a reference for the Business

units

BHS Configuration interface must include the

following features:

-Help (external browser Windows with contextualized

help, help TOC and content will be provided by

Telefonica )

-Network Map

-Internet Configuration (configuring PPP username

and password)

-Internet Status (visual indicator of the Internet

connection status in the Network Map)

-Firewall Level (check and modify the predefined

Firewall levels)

-WiFi Status (visual indicator of the WiFi connection

status in the Network Map)

-3G Status (visual indicator of the 3G connection

status in the Network Map)

-Gateway Configuration (common gateway

configuration parameters like SSID, DHCP pool, WiFi

encryption,)

-Devices Bag (show the set of devices connected to

the Home Network)

FC.

Will Comply in next

development phase


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-Devices Category Icon (identifies each device with a

different icon according to the kind of device

category, like HiFi set, laptop, phone)

-2/3 icons per device category (each category will

have 2/3 different graphical representations)

-Devices Info Tooltip (pop-up to show quick device

data in devices bag)

-Printer Script Auto Installation Download (Printer

sharing feature will be configured in MacOSx,

Windows and Linux through configuration wizards.).

-USB Script Auto Installation Download (USB sharing

feature will be configured in MacOSx, Windows and

Linux through configuration wizards.)

-Filter by connection type (reorganization of devices

in the devices bag according to the connection type)

Filter by connected devices (shows only connected

devices in the devices bag)

-Device Configuration (simple configuration of each

device to assign a friendly name, a device category,

an icon and to configure the NAT and port forwardingfor this device)

-Applications (advanced configuration of NAT and

port forwarding)

-Advanced Firewall Configuration

Telefonica may customize their own default home

page portal URL.


after the final vendor selection

-Other simple configuration or information steps


after the final vendor selection.

-The vendor selected must provide the GUI to support

all functionalities requested.


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3.2.7. Multilanguage support


Req 12Both Wizard and Configuration Interface will be

implemented in the following languages:

-English- Spanish-Portuguese

FC.

Will Comply in next

development phase

3.2.8. Remarks about the interfaces and provision


Req 13In The local Basic Home Station Interface (user

interface and configuration wizard) will have a designdefined by Telefonica, according its usability criteria

to permit enjoy services as much people as possible,

trying to cover those users that dont want to deal with

technical complex configurations.

FC.

Will study the document

after getting it from

Telefonica and Comply in

next development phase

3.3. Service Description


Req 14 Basic Home Station has a set of its own functional

capabilities that offers to the end customer the

possibility to perform some actions/configurations:

Management of the home network map

Share USB connected disk

Share USB connected printer

Firewall control and Port mapping

FC.

USB port for printer

servers and disk sharing

will be supported using

USB over IP mechanism

3.3.1. Managing the home network and network map


Req 15-Basic Home Station can manage the communication

between the different home networks, solving the

complex problem of the interconnectivity.

-The Basic Home Station will gather information from

the devices connected to the home network in order

FC

Currently we could show

the statistics of DSL

connection, 3G status,

LAN connection, and USB

printer status. As for


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to obtain: Device Name, connection status, network

interface used, IP address, MAC Address, etc.

With that information, the Basic Home Station is able

to present a graphical representation of the home

network called home network map. That map will

help the user to understand at a glance and in a

graphical way which device is connected to the

network.

Also it should show the status of the equipment

reporting:

ADSL / Internet connection status, connected or

not connected,

3G / Internet connection status: not connected,SIM not detected, standby, connection GSM,GPRS, EDGE, 3G/HSDPA and magnitude of thereceived signal.

LAN connected devices and unconnected deviceswith a friendly name and graphical icon

USB Printer and Disk status.

In case the client uses the advanced user credentials

he will have access to change the following

configuration parameters:

DHCP server LAN IP address range,

WiFi SSID name and WPA key (password),

Basic and advance firewall rules,

Basic and advance NAT rules,

Set a Samba name for the shared printer and disk

3G dongle SIM authentication parameter PIN(Personal Identification Number) and PUK(Personal Unblocking Key) number

View ADSL & 3G dongle statistics, Bytes /Packets transmitted and received,

A log file or event log on the router to indicate the3G connectivity times (connection /disconnection) and the cause of it.

Diagnostic option in the router. Availability of adiagnostic option to check the connectivity to the

graphical representation of

home network map, this

will be done in the later

phase after detail

specification discussion


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Internet for both WAN interfaces (ADSL2 + and3G).

3G device name/model and device firmwareversion

3.3.2. Share USB connected disk


Req 16 The Basic Home Station will allow sharing USBconnected disks with all devices connected to the LAN(Ethernet and WiFi) using SAMBA protocol (ServerMessage Block (SMB), also known as CommonInternet File System, CIFS) .The supported disks file systems should be FAT32,

EXT2, EXT3 and NTFS.With just a click users can share files from USB disks

between all the computers connected to the local

network.

FC

Wed propose to use USB over

IP, with a client software

installed in the user computer to

allow file sharing between users

3.3.3. Share USB connected printer


Req 17The Basic Home Station will allow sharing USB connected disks

printers with all devices connected to the LAN (Ethernet and

WiFi) using LPD (Line Print Daemon) protocol.The supported printers should be at least the one appear in the

following linkhttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/databas

e/databaseintrowhich leads to

http://www.openprinting.org/printers

FC

Support USB printer

server sharing usingLPD and USB over IP

3.3.4. Firewall


Req 18The user will be able to establish firewall and NAT rules

applicable to every connected device base on its MAC

address. In the case the IP address of a particular device

changes, the device should keep its f irewall and NAT rules.

FC

Should be complied, but

need the detail spec for

confirmation

3.4. Casing Design


Req 19The equipment should have a differentiate casing design,

adopting (with out any extra cost) the selected design for Basic

Home Station and whose details will be provided to the selected

manufacturer.

FC

The industrial design

allows horizontal

(desktop design) and
http://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintro


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It is desirable to have an industrial design that allows horizontal

and vertical installation. Having said that, the home installation

feasibility and 3G signal strength should prevail over the

horizontal & vertical design requirement. During the RFQ

process this decision should be taking by Telefnica .

vertical (wall mount)

3.5. Labels


Req 20The router should include a label in the rear side of the casing with at

least the following information:

WiFi SSID and WPA Key (password)

Telefonica will specify the complete information in the label afterawarding.

FC

Will comply

following the

Telefonica

specifications

3.6. Remote Management


Req 21The Basic Home Station incorporates capabilities that allow the

operator its remote management and maintenance using the TR-069, .

Also the equipment it should be integrated with the country specific

Auto Configuration Server (ACS).

With this system the operator will be able to do the following actions:

Monitoring

o Identify LAN connected devices (WiFi and Ethernet),

o ADSL / 3G connection status

Fault detection

Equipment configuration:

o Return to factory setting

o Firewall rules setting and erasing

o NAT rules setting and erasing

o WiFi configuration, SSID and WEP

o DHCP configuration

o 3G interface configuration

Equipment firmware upgrading

FC

Comply with

TR-069.

Detail

specifications

are needed

to ensure the

compatibility


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3.7. Connectivity

3.7.1. ADSL Interface


Req 22The equipment should be interoperable with the following network

infrastructures used by Telefonica: ADSL , ADSL2 and ADSL2+.

FC

3.7.2. ADSL Interface IP Encapsulation


Req 23The router should support the following IP encapsulation in its ADSL

interface:

o RFC 2516: dynamic IP address (PPPoE). The offer must includethe PPP client needed

o RFC 1483r: for static IP address

o PPPoA

o IPoEoA for Local-loop unbundling (LLU)

FC

3.7.3. Radio electric interface


Req 24

The router should support the wireless standard 802.11 n2.4GHz (2x2) in the last available version (minimum draft 2.0)certified by the WiFi Alliance, supporting wireless standards802.11i and 802.11.e, and will have authentications methodsbased on IEEE 802.1x/EAP and encryption WPA2.

The hardware should include the capability of migrate 802.11nDraft 2.0 (minimum requirement) to the future 802.11n standardbase only on a firmware upgrade.

The router will be compatible with other equipments supportingthe wireless standard 802.11 b and g

WPS feature as user-friendly method to establish the WiFiconfiguration shall be provided in PBC (Push ButtonConfiguration) mode.

FC


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The equipment must have an SSID pre-configured and analphanumeric WPA encryption key. This key has to be uniquefor each equipment unit.

3.7.4. Wireless security


Req 25The router will be provided with a Wi-Fi Protected Setup feature that

makes setting up a secure network quick and easy.

FC

3.7.5. UpnP IGD


Req 26The router must support UPnP IGD (Internet Gateway Device) protocol

for identify and discover the IP devices in the home network..

FC

3.7.6. 3G Back up connectivity


Req 27The Concerning 3G backup the ADSL router should support Automatic

configuration of the device just after plugging the 3G dongle. There

must not be necessary to configure any parameters to use the USB

3G/HSDPA device but the SIMs PIM.

Failover support set by default with the following functionality:

When the ADSL line is not available (or there is no internetconnectivity through it) and after a traffic demand, a 3G connectionmust be established automatically.

As soon the ADSL interface is restored and internet connectivity isavailable through it, the ADSL interface should be the default

interface for the internet traffic. Then the 3G interface should beswitched off automatically.

The 3G interface should be disconnected in case of inactivity timeout.

Telefonica could configure remotely the idle time required to produce

such disconnection.

The ADSL router with 3G backup must allow the network to establish

geographic boundaries (per cell) for 3G connectivity. Outside the

allocated cells, 3G connectivity may be rejected or low quality.

The equipment should support all the 3G USB devices that will be

agreed with Telefnica

FC.

For 3G

backup, wed

need the

drivers of the

3G dongles.

We have

already

implemented

some 3G

backup, but

details willneed further

discussion.


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(http://movilforum.com/escritoriomovistar/).

The equipment should support the ability to add more 3G USB device

drivers through firmware update

3.7.7. Supported services


Req 28The device should implement the technical functionality needed to

provide already existing Telefonica services:

Voice PSTN,

IPTV

Broadband

Videomonitoring

Video phone call

Traffic Prioritization per port: the right to set the priority for each port, so

that the devices connected to gateway can have the different priority.

TR-NETRQ-OTHER-023. This will be included in the technical

specification.

FC.

Will Comply

in next

development

phase.

3.8. Hardware


Req 29The equipment will have to accomplish with the technical regulation

that Telefonica considers necessary to keep it in good working

order according the final set of services offered by Telefonica and

accomplishing the current regulation for the certification.

Additionally, the equipment should be certified by the countryregulatory agency.

The router must include in the back side according to the casing

design the following ports and connectors:

Input line port (WAN) to access the ADSL/ADSL2+ broadbandaccess with a RJ11 connector and connected to the clientsplitter.

Switch 4 LAN Ports: Ethernet 10/100BaseT supporting autocross-over MDI/MDI-X cable detection

One master USB 2.0 port with the needed drivers to support adongle for 3G mobile connectivity.

PC

The current product

provides the following

hardware configurations

- 4 Fast Ethernet LAN

- ADSL/ADSL2+

- 802.11n 2x2 WiFi

- 1 USB ports

- 1 button for WiFi and

WPS

- 1 button for reset

- LED definition will

follow below table
http://movilforum.com/escritoriomovistar/http://movilforum.com/escritoriomovistar/http://movilforum.com/escritoriomovistar/http://movilforum.com/escritoriomovistar/


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The router must contain an independent physical button toenable/disable the wireless (WiFi) interface. The same buttonwill be used to activate the simplified configuration WPSmethod.

The router must contain a microbutton to restore the factory ordefault configuration (reset function)

In relation with the casing:

The router should be provided with nonslip supports on itsbase.

The router should contain wireless antennas for the WiFiinterface (some OBs will be required mandatory externalantennas, and others will accept internal antennas).

The router should include LEDs to inform the router status (See 0)in the front side. The light intensity of the LEDs associated to the

router operation must be not so high that can disturb the users, but

it must ensure indicative functionality.

LED Colour Mode StatusPower Red/Green

Off Router powered off

Blinking 2Hz Red Failure on Power On Self Test

Solid Green Router powered on correctly

Wifi Green

On Wi-Fi connection is available

Off Wi-Fi connection is not availab

Blinking green Negotiation or traffic on line

3G Red/Green

Blinking green Negotiation

Solid green Up

Quick blinking green Tx/Rx traffic on line

Solid red Authentication failed

Off Traffic through broadband inte

Broadband Red/Green

Blinking green PPP/DHCP negotiation

Solid green PPP/DHCP up

Quick blinking green Tx/Rx traffic on line


Ethernet GreenOn Ethernet connection is availabl

Off Ethernet connection is not avai

DSL Green


Blinking 2Hz No line detected

Blinking 4Hz Line training

Solid Line up

WPS Red/Green

Solid Green WPS Active

Blinking 2Hz Green WPS Negotiation Open

Solid Red (20 seconds) Problems on WPS registration

Off WPS Functional ity Disable

Table 2 . LEDs description

A 2 Hz blinking Green-Red round should inform the firmware

updating and flash memorywriting

LED Colour Mode Status

Power GreenOff Router powered off

On Router powered on

Wifi Green

On Wi-Fi connection isavailable

Off Wi-Fi connection isnot available


3G Red/Green


Solid green Up

Quick blinking green Tx/Rxtraffic on line


Off Traffic through broadband interface

Broa d ba n d Red/G reen

Blinking green PPP/DHCP negotiation

Solid green PPP/DHCP up

Quick blinking green Tx/Rxtraffic on line


DSL Green


Blinking 2Hz No linedetected

Blinking 4Hz Linetraining

Solid Lineup


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3.9. Standard Packaging

3.9.1. Standard Packaging


Req 30

In general terms, the router kit will be composed by, but every country

could specify it own needs:

Equipment, Basic Home Station with our design

Power supply: with indicative voltage and name of the router.

1 Grey ADSL Cable (1.5m-1.8m).

1 Yellow Ethernet Cable (1.5m-1.8m)

Labels :(supply chain , activation and box labels).

1 combined filter and 1 simple filter

Installation guide following Telefonica s corporate identity. Themanual must clearly reflect the different 3G USB compatible withthe routers and inform advance user factory password (typically1234). The guide must be printed.

Guarantee card

Four-color Sleeve (packaging with Telefonica corporate identity andcomplying Telefonica normative)

Box

Quotation Optional elements

Quotation for a CD (configuration process, drivers and information)

Quotation for extra filters (2nd & 3rd)

Package and

accessory:

FC

3G Backup:

Please provide

the 3G dongle

list


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4. Technical Requirements

Please find below all the technical requirements in the excel file.

It is required to the vendor to answer in the column F of this file with the level of

compliance of the vendor.

Please remember that the Column Details and Comments shall be in column D for

Spanish, column E for.

Please see the file upload to Adquira system

For the power supply unit, the mentioned specification ERQ.c1.0001 3rd edition / Jul

2011 for Universal Power Supply mentioned on requirement TR-GENRQQ-

POWSU-012 of the Technical Requirements can be find below:

ERQ.c1.0001 3Ed.ESPECIFICACIN DE

Also, regarding the dimensions of the PSU, to clarify what is specified on the above

specification, following the picture showing how to use the dimensions specified:

Id# Requirement Comment

Req 31 Please provide information about the mark and CPU: Broadcom 63281T


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Id# Requirement Comment

model of the chipset and also the memory of the

device you have included in the technical

requirements answer.

Omission of this information will result in a non-

compliant evaluation of that question.

Flash: 16MB

Memory: 64MB DDR2

Req 32 Please provide a block diagram of the box offered

with at least this information (in case of some of

them be embedded on the Main Chipset, please

inform), including type of connection between

modules

Main Chipset Chipset Vendor and Model

WiFi 2,4GHz Chipset

Chipset Vendor and Model

LAN Ethernet Interfaces Chipset Chipset

Vendor and Model

ADSL Interface Chipset Vendor and Model

Antennas quantity and position (internal or

external)

USB Ports quantity supported and offered

Can support internal antenna and

external antenna

4.1. Quality AssuranceId# Requirement Comment

Req 33 The supplier must be able to demonstrate compliance to

all relevant ISO9000 standards.

Provide evidence of relevant certification held.

FC. ISO9000, ISO14001

ISO14001Certificate-2008(Eng.

NSAI ISO 9000.pdf

Req 34 The supplier shall take all necessary and reasonable steps

to address weaknesses exposed by the QA audits.

FC

Req 35 The supplier shall maintain their own quality improvement

plan and quality audits in order to drive demonstrable

improvement in the quality of the service and solution.

These shall be regularly shared with TELEFONICA and

open to review at TELEFONICA request.

FC

4.2. Initial Training

Id # Requirement CommentReq 36 The Vendor shall provide suitable training for FC


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TELEFONICA staff prior to commencement of its testing

phase. A draft syllabus shall be delivered to

TELEFONICA one week before the start of training.

Such training shall be sufficient to ensure that

TELEFONICA staff are able to:

Understand the hardware and software implementation

(build).

Have an understanding of the function of the hardware

and software components.

Perform the tests on the hardware and software.

4.3. Security Requirements


Req 37 It shall be provided full point to point response to the

attached document regarding Security Requirements

Securityrequirements BHS.do

PC, please refer to attached

file

5. Testing & Acceptance (Certification and Field Trial)

The following requirements relate to initial solution acceptance. For all of the

requirements you must reference the technical environment that will be used to

manage the particular phase of testing.


Req 38 The supplier will have one month after being selected to develop the

device and send to Telefonica for certification tests. Should any

failure been detected during the tests, the provider shall correct

them. In case the provider is not able to correct this fails after a

second trial, the vendor will be discarded.

PC, except

Tooling may not

be fully

completed at the

stage of the Beta

Device.

Req 39 For the local certification process, all Telefonica OBs will be selected

to perform laboratory tests.

FC

Req 40 The field trial will start three months after the awarding and estimated

duration will take one month.

FC

Req 41 All awarded vendors will be required to pass through FC


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certification processes in local certification laboratories.

Failure in this process in one of the OBs might lead to

disqualification of the vendor for all OBs.

The vendor must pass through the local certification

process carried by the Countries, by the TR069

certification process which will be carried by Motive

Laboratory (for LATAM), by Ericsson or Alter or

AT4Wireless or Centum or dBm or Tecnalia Laboratory

(for Spain) and Ericsson (for Chile)., and must pass

through third part certification lab (for Spain and Brazil).

Regarding the local certification:

The estimated cost of those homologations

(TR069 and third part lab) is 90k (Motive -

20k, Ericsson for Chile - 20k, Indra for Spain . -

20k, third part labs for Spain -30k) plus a third

part lab for Brazil costing R$40k.

It is required that the vendor delivers the BHS

homologated with the features required on the

RFQ (homologation of the first version of the

firmware and hardware of the BHS ready for

deployment)

In case that are detected bugs on the BHS during

the deployment, it is required for the vendor to

resolve those bugs and provide the new

certification for the BHS (if needed), in order to

assure that the BHS delivered is fullyhomologated

The local homologation process will evaluate the

hardware (components, physical layer characteristics,

accessories, etc) and the software (user interface,

remote management, service implementation,

functionality, bugs, etc). The Motive, Ericsson and Indra

lab homologation will verify the TR069 compliance for


34/62




implementation on Telefonica network of the BHS, and

for Spain and Brazil implementation third part labs will

evaluate hardware and software characteristics as well

(other countries will perform hardware and software

homologation on Telefonicas environment at each

country).

The vendor will be considered enabled to provide to

Telefonica, after its successfully passed through all

certification process.

Also, is required that the vendor fully commit and pass

through the regulatory certifications that are required on

the countries that the BHS will be delivered.

6. In Life ManagementTelefonica require that an appropriate End to End service based on the following

principles be delivered to for the Basic Home Station.

Principles

Clear identification of the BASIC HOME STATION elements.

Clear roles and responsibilities for the delivery of BASIC HOME STATION.

Clear documentation of all relevant BASIC HOME STATION elements.

Aims

Deliver the Basic Home Station with a clear ITIL-based service management methodology.

Eliminate grey areas of responsibility between TELEFONICA and the Supplier.

Construct a BASIC HOME STATION Schedule that can be updated as the BASIC HOME

STATION evolves.

6.1. General Supplier Management


Req 42 The supplier shall ensure that the following key roles are

available and staffed with unconditional continuity:

Account manager.

Technical responsible.

Test Manager.

FC


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The above roles shall be defined as Key Personnel for

the purposes of the Agreement.

6.2. In Life Change Management

The supplier must use a defined change methodology which should include or

deliver:

High levels of right first time delivery based on agreed requirements using an agreed,

contractual SLA remedies for not achieving this will be specified within this RFQ.

Exceptional time to market for regular changes.

Clear documentation of all end to end new services and their implementation.

Extension of technical design to deliver the end to end service even if this means raisingdependencies on TELEFONICA or additional 3

rdparties and validating their elements of the

end to end design.

Clear visibility of future change roadmap and timescales.

Availability of business and technical change consultancy to look at viability of possible future

changes.

Prioritisation and delivery options for future changes.

Exploitation of current solutions to complement operational strategies and objectives.

Id # Requirement CommentReq 43 The supplier must hold a clear set of architectural

principles for future change to be evaluated against.

These principles must be declared as part of the

contract and it is expected that they align to the key

objectives set out in this RFQ (quicker time to market,

lower cost, higher quality).

The principles must be agreed with TELEFONICA and

regularly reviewed.

FC

Arcadyan conducts the

ECN/ECR management

with standard flow attached

as:

Telefonica_(6.2)ECN process.pdf

Req 44 Describe how you would ensure that your change

capacity can scale to meet TELEFONICA s demands.

What constraints, if any, would you impose on

TELEFONICA ?

Batch-run production and

commit on the last-buy P/O

of parts is required possibly

due to:

(a) The EOL of critical

parts without

substitution

The increasing long L/T

and MoQ imposed on old

parts.

Req 45 The supplier shall provide in life consultancy services to Please see the attached file


36/62




TELEFONICA for future changes as part of the contract.

What key skills would you bring and how would you

apply them?

at column Req

Req 46 The supplier should fully test in life changes before

handover to TELEFONICA for user and acceptance

testing.

The supplier should assume to adhere to the standard

test methods proposed in the delivery section of this

RFQ.

FC

Req 47 The supplier shall state if any testing will be automated. FC

6.3. Service Delivery


Req 48The supplier must inform their productivity capacity.

FC

Req 49The supplier will guarantee a time frame of 3 months

maximum between the purchase order and the delivery

of the devices.

PC, upon rolling forecast

covering at least 6 months,

of the shipment batch:

Less than 12 weeks:

100% binding

13~15 weeks: 75%

binding

16~18 weeks: 50% binding

6.4. Service Governance


Global Account Manager

Req 50 Telefonica wants to have a Global Relationship with the

Supplier, where the strategic lines will be defined. These

strategic lines will be implemented locally at Telefonica

OBs.

The Supplier shall provide a Global Account Manager as

prime interface between Telefonica and the Supplier for

all commercial aspects worldwide related.

Telefonica wants to have a Global Relationship with the

Supplier, where the strategic lines will be defined

The Supplier shall provide a Global Account Manager as

prime interface between Telefonica and the Supplier for

all commercial aspects worldwide related.

The Global Account Manager will be responsible for the

FC

Telefonica_(6.4)Service Governance.p


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following activities:

Manage and supervise the commercial

relationship with Telefonica.

Able to negotiate prices and commercial

conditions valid for all Telefonica OB countries

where the Service is deployed.

Act as an escalation point in relation to any

commercial issues that require management

intervention or attention.

Attend the Account Review meetings for

analyse and improve the relationship to

Telefonica.

Provide all the relevant reports including the

actions that the supplier carries out, when the

supplier commits planning delays or the

services fail.

Please provide the name of the Global Account

Manager.

Technical and Service Delivery Manager/Relationship

manager

Req 51 The Supplier shall provide a Service Delivery Manager

as the prime interface between the Supplier and

TELEFONICA, who shall act as a single point of contact

where reasonably practicable, with overall responsibility

for all TECHNICAL aspects worldwide.

The Supplier shall provide a Service Delivery Manager

as the prime interface between the Supplier who shall

act as a single point of contact where reasonably

practicable, with overall responsibility for all TECHNICAL

aspects all over China.The Technical and Service Delivery Manager will be

responsible for the following activities:

Manage and supervise the BASIC HOME STATION

developments to TELEFONICA .

Ensure incidents and problems are managed and

resolved

Act as an escalation point in relation to any issues

which require management intervention or attention

Agree and manage changes and amendments to the

BASIC HOME STATION features in accordance with the

FC

Please see the attached file

Teammember.pptx.pdf


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change procedure in collaboration with TELEFONICA .

Review the performance of the BASIC HOME

STATION with TELEFONICA using agreed review and

reporting toolsets.

Ensure documentation is kept current and

disseminated accordingly to the relevant Persons

Please provide the name of the Service Delivery

Manager/Relationship Manager for Telefonica

Account Reviews

Req 52 The Supplier shall attend regular account reviews with

TELEFONICA .

Account reviews wi ll review the overall effectiveness ofthe service, service governance and the TELEFONICA

/Supplier relationship. They shall also review the medium

and long term roadmaps for the services and the

relationship.

These shall be convened as required by TELEFONICA ,

generally 1 monthly.

The account reviews will be jointly Supplier and

Telefonica and the goal will be:

General review

On going actions

Corrective actions

State of all territories deployments

Telefonica will coordinate the meetings.

FC

Escalation

Req 53 The Supplier shall provide escalation routes for

operational and for commercial issues for Telefonica .

FC


at column Req

Teammember.pptx.pdf

Service Improvement Programme

Req 54 The Supplier shall operate an BASIC HOME STATION

improvement programme.

FC

Req 55 Following the first Account review the Supplier shall

produce a BASIC HOME STATION improvement plan

which shall be an evolving document through the life of

the agreement and will capture input from account

reviews, satisfaction surveys and problemmanagement. The plan will be reviewed by

FC


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TELEFONICA during the regular Account Review. The

aim of this plan will be to improve quality of product

Management

Req 56 The supplier shall clearly identify all key personnel

working on the project, their role, competencies, past

experience and contact details. This information is

required for the RFQ response.

FC

Req 57 The supplier must have a clear escalation procedure in

order that TELEFONICA can manage any impacts to

time, costs and quality during the project.

FC


Teammember.pptx.pdf

Req 58 The supplier shall identify a c lear change management

procedure to manage any changes to the scope of the

project.

FC

Req 59 The supplier shall be responsible for ensuring that all

end user requirements are reasonably understood and

any compromises or gaps from the current solution are

clearly identified, described and agreed with

TELEFONICA

FC

6.5. Operational Reporting RequirementsId # Requirement Comment

Req 60 The Supplier shall provide ways of recovering damaged

devices. This could be done by a local partner or local

infrastructure from the Supplier.

If Telefonica request to do it by ourselves, supplier

should transfer the related knowledge and skills to

Telefonica

FC

6.6. Incident Management


Req 61Supplier will provide the capability for TELEFONICA to

log incidents and view / request progress updates via

TELEFONICA s fault management system.

FC

Req 62Q: Describe the methods that will be made available by

Supplier for TELEFONICA to raise support calls and

view / request progress updates.

We suggest via web site, green telephone number and

Astoria acts as the Level 2

and Level 3 support. The

log files will be initially

provided by Telefonicas

Level-1 supporting staffs,


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e-mailsent by email or phone call

to Astorias staffs.

The official email of

HelpDesk:

VPC_service@astorianet

works.com

Req 63All incidents reported by TELEFONICA shall be logged

by Supplier in an incident management system. Each

incident will be assigned a unique reference number by

TELEFONICA which will be kept as part of the case title

when logged by Supplier to make cross referencing

between Supplier and TELEFONICA easier. This

reference shall be quoted in all correspondence between

TELEFONICA and Supplier. Supplier shall provide

TELEFONICA with its reference number so that

TELEFONICA can record that on the TELEFONICA

records

FC

Astoria staff will input the

log files of incident, and the

system output a task

process with reference

number.

Telefonica_(6.6)Incident.pdf

Req 64Q: State what hours the support service available and

the hours for logging incidents and gaining updates.

Within the standard working

hours of region where

Astorianetwork local staff

or headquarter staff is

allocated for such task.

Req 65Supplier shall ensure that incidents and events logged

through any one of its support centres can be accessed

and updated by any agent in any support centre as

required to provide the required support cover to

TELEFONICA

FC

Req 66Q: State what provisions are made for handling high

priority incidents outside these hours?

Not defined yet. TBD

Req 67Q: Provide an overview of the call logging and

management process that shall be deployed to provide

this service and details of the information that will be

requested from TELEFONICA upon logging a call.

Though not limited, the

minimum information are:

Model P/N, S/N, MAC,

users installation date,

failure description (or

affected service), and

firmware version.

Req 68Call priorities shall be assigned by TELEFONICA at time

of logging. In the event of a dispute over priority,

TELEFONICA s assignment will be accepted until

PC,

The principle of assigning

Priority will be negotiated
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agreement is reached.

See TELEFONICA s incident priority guidelines are

stated below Incident Priority Guideline Definition

Table.

and agreed by two parties

for each 6 months after 1st

Mass Delivery.

Its assumed the limited

percentage of Priority-1

after the field trial is

conducted before mass

delivery.

Req 69Supplier shall operate to the incident response and

restoration targets defined in the table at the end of this

section Incident Response and Restoration Targets.

PC

The Restoration time to

Priority-1 incident is

suggested as 3 Working

Days. If its necessary the

concerned model sent backto Astoria lab. for analysing

such incident, the

transportation time is not

included. However, the

tentative failure report will

be promptly updated.

Req 70For the purposes of measuring the service levels from

Supplier, the incident clock shall start when the incident

is reported to Supplier by TELEFONICA .

FC

Req 71The incident clock is stopped when an acceptable

resolution has been provided to TELEFONICA . If a

resolution transpires to be not reasonably acceptable to

TELEFONICA then upon being informed by

TELEFONICA Supplier will re-start the clock from the

previous time when it was stopped (note, not re-start the

clock)

FC

Req 72

Incidents are only closed once confirmation has been

given by TELEFONICA that the solution has resolved

the initial incident.

FC

Req 73Where Supplier needs further information or actions

from TELEFONICA then Supplier may stop the incident

clock from the point that the request has been made to

TELEFONICA to the point that a response has been

received.

FC


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Req 74Provide an overview of your major incident process.

Telefonica_(6.6)Incident.pdf

Incident Priority Guideline Definition Table .

Priority Impact Business Impact

1 All Major incidents. That kind of incidents not allowing to properly

operate the BASIC HOME STATION

2 All Medium incidents. Incidents disturbing the suitable operation or

working of the BASIC HOME STATION

3 All Minor incidents. Incidents with low impact in the suitable operation

or working of the BASIC HOME STATION, and improvements inoperation and working

Incident Response and Restoration Targets.

Priority Response Time Restoration Support Hours

Priority 1 24 hours 72 hours Standard Support Hours*

Priority 2 48 hours 5 working days Standard Support Hours*

Priority 3 72 hours 10 working days Standard Support Hours*

* Standard support hours are 08:00-20:00 Monday to Friday excluding bank holidays

6.7. Problem Management


Req 75 Supplier shall operate a problem management process,

where problems are the underlying causes of single or

multiple incidents. Problems may also be identified as

underlying causes of possible future incidents.

FC

Req 76 Q: Describe your approach to problem management. Depending on the type of

failure, the service model,

and the cost efficiency, both

parties may discuss and

agree on 3 types of

measures:

(a) S/W update and

technical Q&A to

resolve the incapabilityof operation.

7/30/2019 Astoria 201201 RF

astoria 201201 rfq basic home station rev4 02062012

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