corporate office: department of … bidder company should not be ... karwar kolkata lucknow ludhiana...

CORPORATE OFFICE: DEPARTMENT OF INFORMATION TECHNOLOGY- BENGALURU

Sub: RFP for Outsourcing of ATM Managed Services for 3 Years.

TENDER DOCUMENT DETAILS:

Tender Reference Number and Date RFP 221/CO: DIT/AMS/rkh dated 12112/2016

Last date for seeking Clarifications 19/12/2016

Date for submitting the Bid documents 02/01/2017 up to 16.00 hoursDate of opening of Bids 02/01/2017 at 16.30 hours

~75.00 Lakh valid for 6 months from the last

Earnest Money Deposit/Bid Security date of submission of Bids in the form of BankGuarantee.

RFP Cost Non-refundable ~25,0001- in the form of DD.

[Please note: The above mentioned dates are tentative dates and the Bidderacknowledges that he cannot hold Bank responsible for any revision in these dates. Thebids will be opened in the presence of bidders who choose to be present at the time ofopening of bids.]

This RFP document is available at our Bank's website, www.syndicatebank.in and can bedownloaded from the website. Clarifications, Modifications and date of Extensions, if any,will also be posted on the same website and no paper publication will be done for thesame.

Issued by:General Manager (IT)Department of Information TechnologyCorporate Office2nd Floor, Commercial Complex,National Games VillageKoramangala, Bengaluru - 560 047

Contact Numbers:Tel: 080-25705785Fax: 25705800,25705790

[email protected]

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Ref: RFP 221/CO: DIT/AMS/rkh Date: 12112/2016

BLANK PAGE

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To,

All Eligible Bidders

Sub: Outsourcing of ATM Managed Services

We request you to submit your proposal for outsourcing of ATM Managed Services as per scopeof work mentioned in RFP to be provided to ATM Network of our Bank located across Indiaincluding Island Branches for a period of 3 years.

1. Service Required for the following:

SLNo Description QtyA ATMs1 Existing ATMs 36782 NewATMs 400B BNAs1 Existing BNAs 2002 New BNAs 500

Notes:• List of the services under ATM Managed Services (AMS) are as provided in scope of

work.• Bidders are required to quote compulsorily for all the Services, otherwise Bank may

summarily reject the Bids.• Bids shall be evaluated on all the Services for arriving at L1 status of the bidder.• However, Bank may go for optional services for 1000ATMs initially.• The contract will be for an initial period of three(3) years and may be extended at the

discretion of the Bank for a minimum period of one(1) year

1. Eligibility Criteria:

Bidders fulfilling the following criteria, as on the date of submission of the bids, are eligible torespond to the RFP and bids which do not fulfil all of the following criteria are liable to be rejected.Bidders are required to enclose relevant documentary proof, in support of their claim, tosatisfy the qualification criteria.

1 registered company for Certified copy of the Certificate oflast 3 years in India. Incorporation issued by the Registrar of

Companies and Certificate ofCommencement of business issued by theRegistrar of Companies (For Public' LimitedCom an

SINo Su ort Documents to be submitted

2 The Bidder should have an average Turnover Audited Financial Statements or auditedof ~150.00 Crore or above during the report form chartered accountant. Turn overimmediate last 2 Financial Years. details are to be mentioned in Annexure-L

(I) .If 2015-16 financial results are not audited, acertificate from the Company's Auditor is tobe submitted. Certificate from unrelatedChartered Accountant cannot be acce ted

,.. The Bidder 1 Bidder's parent compan should Bidder to submit copies of the audited of68


Financial Statements consisting of Profit andLoss account and Balance Sheets. Proof 1Undertaking that profit is from AMS solutionbusiness only.

If 2015-16 financial results are not audited, acertificate from the Company's Auditor is tobe submitted.

be a profit making company during theimmediate last three consecutive financialyears and should have a positive Net Worth ofat least ~90.00 Crores.

4 The bidder must be doing AMS for a minimumof 4000 ATMs IBNAs and atleast 3 accounts(Customers) in India on the date ofSubmission of Bid.

Proof of doing AMS for a minimum of 4000ATMs/BNAs in India in the Fin Year 2015-16. (Letter from client Banks)

5 Bidder's AMS solution should be working inlive environment at least for the last threeyears.(i.e. 2013-14, 2014-15, 2015-16)

Proof 1 Undertaking of AMS solution workingin live environment for the last three years

Proof 1 Undertaking of AMS havingcapability to add and support 2000ATMs/BNAs.

6 Bidder's AMS should have the capability toadd and support 2000 ATMsl BNAs (inaddition to the existing ATMs supported) atthe time of submission of the bid.

Full details and Address/es of the centre/sshould be furnished in Annexure F-4

Address of the DR site to be furnished. Itshould be in a different Seismic Zone and atleast 300 KM away from DC.

• Proof 1 Undertaking that AMS solutioncan handle ATMs of Diebold, NCR andWincor makes

• Proof 1 Undertaking that AMS solutioncan handle BNAs of Diebold and Hitachimakes

7 ATM Managed Services Centre must be inIndia broadly confirming to the detailsmentioned in Annexure- F-4. Bidder shall notoutsource this activity to any other vendor.

Letter from respective Banks on their letterhead with current date.

8 Bidder's online AMS centre should be suitablysupported by fully functional DisasterRecovery Site which should be able to takeover the functionality, in case Production sitefails. Bidder should have a BusinessContinuity Plan (BCP) in place.

9 • Bidder's AMS solution must have handledATMs of, at least, Diebold, NCR, LlPI,Hitachi and Wincor makes.

• Bidder's AMS solution must have handledBNAs of, at least, Diebold and Hitachimakes.

10 Documentary proof for having renderedsatisfactory AMS service (both Mandatory andOptional) from at least two Banks to besubmitted

11 IS Audit certificate of the Bidder's Data Centrefrom the external auditors is to be submitted

Latest available IS Audit certificate.

12 The Bidder should not have been blacklistedby IBNRBI/Govt./Public Sector undertakingsduring the last three years and the saiddisability should not be in force.

A self declaration by the Bidder

13 Bidder company should not be owned orcontrolled by any Director or employee (ortheir relatives) of Syndicate Bank.

14 The Bidder should have direct support officesin Metro locationsl Urban location across thecountry preferably at Bank's Regional Officelocations. For Non Metro 1 Urban locations

~ S ~dder should have Service support centres 1ff~-'!" 2nd~~~nchisee within 100 Kms from Select State

A self declaration by the Bidder

Proof of the same is to be enclosed. Servicecentre details are to be submitted inANNEXURE - F-1 to F-4

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Districts listed below.15 The bidder should be responsible for A self declaration by the Bidder

migration of Managed Services from MIs FSS,present service provider. Bidder has to ensurehassle-free completion of work.

Bank's Regional Office locationsAgra Ahmedabad Anantapuramu Bengaluru Belagavi Ballari BhopalBhubaneswar Vijayapura Chandigarh Chennai Coimbatore Delhi ErnakulamFaridabad Ghaziabad Guwahati Hubbali Hyderabad Jaipur KannurKarwar Kolkata Lucknow Ludhiana Madurai Mangalore MeerutMoradabad Mumbai Mysuru Nagpur Nellore Ongole PanajiPatna Pune Salem Shimoga Trivandrum Udupi VaranasiVijayawada Visakhapatnam Dehradun Siliguri Kanpur

Bank's FGMO Office locationsManipal I Lucknow I Bengaluru I Chennai I Mumbai I Kolkata I HyderabadDelhi I 1 I I I I

State District LocationsAllahabad Ambala Aurangabad Baroda Calicut Cochin DavangereDhanbad Dharmasthala Durgapur Indore Itarsi Jabalpur JhansiUdaipur Kolhapur Nasik Pondicherry Rajkot Ranchi SambhalpurSimla Surat Tirupathi

The Bidder should submit proof in support of all Eligibility Criteria while submitting the bidproposals. Failing which, the Bid proposal will not be considered for further evaluation and may betreated as technically non-responsive.

Bank reserves the right not to consider the bids for further evaluation which do not meet eligibilitycriteria.

1. SCOPE OF WORK:

1.1 BANK'S EXISTING ATM/BNANETWORK -AN OVERVIEW:

Bank is owning an ATM Switch version IST-7.6.1 referred to as 'Switch' here after, suppliedby MIs. FIS Payment Solutions and Services India Pvt. Ltd., having its production Site atMumbai and DR Site at Bangalore. The switch software is ported on IBM Power Servers onAIX Unix platform.

The Switch is presently driving Bank's ATMs and is connected to the below mentionedexternal networks for customer's access and convenience.

a. NFS NetworklRupay: Bank is a member of NFS/Rupay network promoted by NPCI, whichis a consortium of more than 54 Banks consisting of leading Public Sector Banks, PrivateSector Banks etc.

b. VISA Network: Bank is also the member of VISA network whereby global reach isfacilitated to Bank's customers for ATMs and POS terminals I locations.

sently, Bank has in all 3678 ATMs on its network. Each of these ATM/BNAis linked to aicular Branch.

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Ref: RFP 221/CO: DIT/AMS/rkh Date: 12/12/2016

The ATMs deployed by the Bank are of different makes and with different functionalities.Some of the details are as under:

a. Diebold ATMs with Dip card readers and with/without depositoriesb. Wincore ATMs with Dip card readersc. NCR ATMs with Dip card readers and with/without Depositoriesd. Forbes Megabanker ATM with Cash Acceptance facilitye. Lipi ATMs with Dip card readersf. Diebold Bunch Note Acceptors with recycling facilityg. Hitachi Bunch Note Acceptors with recycling facility.

Also, the captioned ATMs have Video Surveillance Camera of different types i.e. IP basedand Non-IP based etc. The ATMs are under warranty or Annual Maintenance Contracts.

The ATMs are networked using either the Leased Lines or the VSAT. Bank branches arenormally connected through minimum 64 kbps Lease Lines, with ISDN backup. On-SiteATMs are connected through the Lease Lines provided to Branches for running the CoreBanking software through the Aggregation Points depending upon the geographicalproximity.

Offsite ATMs are connected to ATM Switch at DC/DR through Leased Line/MPLS or VSATConnectivity. Normally, Off-site ATMs are connected through VSATs provided by third partybidder. These ATMs has Bandwidth at the rate of the 2 kbps per ATM and presently backupline from the ATM/BNA location to the VSAT Hub is not available.

Bank has 200 BNAs which are of Diebold and Hitachi makes.

1.2 BANK'S PRESENT REQUIREMENT:

The Bank has been strengthening the delivery channel by adding more and more ATMsfrom time to time. It is proposed add/replacement 700 ATMs and 500 BNAs during this year.In addition, many value added facilities/features are being considered to the existingfacilities through ATMs. Bank thus intends to ensure highest uptime of ATMs/BNAs on anon-going basis. In order to meet this objective, Bank has proposed to seek proposals fromreputed players in the field of 'ATM Managed Services, including Field Services (AMS)'by outsourcing the ATM services where by, day to day monitoring of ATM/BNA networkand that of ATMs is addressed on a continuous basis.

Availability of ATM/BNAservices on 24*7 basis can be ensured only by way of remotemonitoring of ATMs through system driven, automated process with an ability to initiatecorrective measures to address various messages emanating from ATMs.

The AMS service provider shall operate from the Centralised Monitoring Cell and shall makeuse of the reputed software tools of international repute for the purpose of identifying theproblem and for initiation of remedial action with the least time lag. Bank has classified AMSinto two categories viz., Mandatory Services and Optional Services, the details of which aredealt separately.

Further, Bank proposes to go in for AMS in a phased manner based on the experiencegained during AMS implementation stage. Initially Bank is planning to go for AMS for all the1000 ATMs for Complete Outsource Services (Mandatory + Optional Services). This may beextended to other/new ATMs subsequently. In addition Bank proposes to go for Partial

~~~outsourcing of management of remaining ATMs. (Only Mandatory services)-tcti SYn% onnectivity to Bank's Switch will be provided by the bank as per requirement of the

".,,_'u.~~ der. Page6 of 68ngflllJflJ

560047 ....q.

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1.3 TYPES OF SERVICES:

1. Remote Monitoring of ATMs2. First Level Maintenance3. Second Level Maintenance4. Incidence Management Services5. Consumable Replenishment6. House-keeping and Site Maintenance7. Help desk Services8. EJ Pulling Services9. Content Management Services10.Video camera maintenance, monitoring and backup of logs11. Cash Management and Replenishment Services including reconciliation of physical

Cash with EJ ,12. Providing web access to Branch to know the status from the Branch13. Reports as per scope to be provided to the Bank by the bidder

Detailed requirements for Partial Outsourcing Services and Complete outsourcing servicesat ATMs are provided in Annexure -I

1.4 PRESENT SYSTEM OF ATM/BNACASH TALLYING:

Bidders are advised to get themselves familiarised with the present procedure beingfollowed by the Bank which is explained below. It is mandatory on the part of Bidderthat the system is followed as per the existing procedure whereby physical cash inATM/BNA is in conformity with EJC Summary and Bank's GL maintained for thepurpose, in OFSS - Flexcube Core Banking software.

ATM cash tallying is done in two stages.

EJ Tallying: Based on the summary sheets printed by the ATMs and Cash dispensed bythe ATMs, closing Cash balance is arrived. Closing balance so arrived is compared withPhysical Cash available in the ATM. In case of difference, the same is identified and EJ Istallied. The total of individual successful/partial paid amount must tally with the cashdispensed amount.

GL Tallying: In OFSS - Flexcube software GL is updated only during the EOD process andall the transactions taking place subsequent to EOD process are kept separately and areport of the same can be taken through the flexcube software at branch end whereATM/BNA is attached. Likewise, a report of ATM/BNA transactions of any day, prior toimmediate previous EOD, can also be taken at Branch end. At the time of ATM/BNA Cashtallying, total of transactions after the previous EOD is deducted from the GL to arrive at thenotional GL figure. The notional GL figure so arrived must be equal to the physical cash. Incase of mismatches during EJ tallying and GL tallying stages, following are considered:

• Successful transactions• Cases of Partial Dispensation• Cases relating to Unable to Dispense• Cases of Low cash level but with successful dispensation• Cases relating to Un-certain dispensation• Transactions where Error status have been recorded in EJ

Transactions missing in EJTransactions appearing in EJ but not on FCR Host sideTransactions appearing in FCR Host side but not in EJ

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IT MAY BE NOTED THAT ATM/BNA CASH IS SAID TO HAVE BEEN TALLIED, IF ANDONLY IF, PHYSICAL CASH IN THE ATM/BNA IS TALLIED WITH THE GL FIGUREMAINTAINED ON FLEXCUBE HOST SIDE.

2. BIDDER'S OFFER

The Bidders offer must be in conformity with the Bank's requirement specified in this Biddocument with a special reference to the following:

a. AMS facilities offered must have high degree of automation and system driven requiringlesser manual intervention.

b. System should be capable of working on 24*7 basis as also on real time basis.

c. System should be capable of capturing various faults at ATM/BNA level and device statusof their sub-systems, connectivity etc., and initiate remedial action.

d. The call may be initiated by Bank's branches/various administrative offices, ATM/BNAnetwork related vendors, customers or through auto detection through solicited/un-solicitedmessages from the ATM/BNA.

e. The call should be assigned a unique identification number and logged into the system withfacilities for call follow-up/transfer/escalation and finally satisfactory closure etc.

f. The event logging should have a tracking mechanism to close the calls within the shortestpossible time and each of the activities should bear date and time stamp of its happening.

g. Based on the event logged to the database, system should facilitate generation of variousreport mentioned in Annexure-I

h. In case Bidder appoints Agents for 'Cash Replenishment Services or any other Services',Bank will enter into contract only with the Bidder and not with the Agents. Bidder shouldhave a back to back arrangement / agreement with such Agents.

i. In such a case bidder has to obtain proper Insurance cover and indemnify Bank in full forany loss suffered by the bank due to such entrusting Cash to the third party.

j. Bidder to inform whether he has prior experience of interfacing with referred Switch toprocess solicited and un-solicited messages received at Bank's Switch from ATMs/BNAs:

• If so, name of the installation where this interface is being used.• If not, time frame (not more than three months) with dependency details.• In case the bidder has no prior experience of interfacing, the bidder is expected toprovide the same within three months. In case the bidder fails to do so, he shall be liableto LD clause as per clause 9.1 of this RFP.

Bidders to note that Interface to be provided by the Bidder to the Bank should function onthe present environment of the Bank.Which is as follows:

IBM AIX Operating System Software (Version AIX 7.0 and version of Switch software (1STVersion 7.6.1).

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I. Bank may, at its discretion, audit the software and services offered by the Bidder by itsinternal/external auditors and the Bidder has to facilitate the same.

m. The lowest evaluated Bidder should commit for monthly average uptime of 98.5% andBank will enter with a 'Service Level Agreement' for a period of three years.

n. With regard to Cash Replenishment Services, Bidder/Bidder's agent must fully comply withthe security requirements of insurance company, if any, with whom the Bidder has takenthe insurance and a certificate to that effect be produced. Also Bidder/Bidder's Agent, ifany, must give an undertaking that the guidelines prescribed by RBI and other regulatoryauthorities are adhered to/will be adhered to as and when they are prescribed. Insurancepolicy to be valid for contract period plus 3 months additional grace period for claim.

In addition to the above, systems and procedures for the below items should be in place:

• ATM& BNA - Escalation and Resolution Management• ATM& BNA - MIS Reports as per the requirement of Bank

3. OTHER REQUIREMENTS:Bidders to furnish additional information / undertakings in respect of the following mandatoryrequirements:

a. Detailed technical write-up of the AMS facility offered with details of software tools used andto undertake that the Bidder is using licensed copy of all the software tools/solutions beingused by him.

b. AMS facility should be expandable/ scalable to support additional 1000 ATMs/BNAs in thenear future.

c. Bidder should have the capability to get connected to Bank's Production Site or DR Sitefrom Bidder's Production or DR Site as per the requirement of the Bank and switching overto take place within 2 hours. (for Continuous monitoring connectivity with AMS DC to BankDC, AMS DC to Bank DR, AMS DR to Bank DC and AMS DR to Bank DR)

d. Bidder to submit a declaration that they or their agent/s are not black listed by anyGovernment/ Government agencies in India.

e. Bidder and Bidder's agent should have secured vault/safe for storing the currency, securedarea for cash sorting, cash counting etc., with entire area under video surveillance in eachService Centre.

f. Bidder should have the capability to generate the mandatory reports mentioned inAnnexure-I and adhoc reports required by the Bank from time to time.

The participating bidders are required to submit unambiguous documentary evidence, insupport of meeting the said eligibility criteria. The documents should also include certifiedcopies of relevant Tax Returns/ Assessment orders (Income Tax/Sales TaxIVAT etc.). All thedocumentary evidences must be certified by the authorised signatory of the bidder with seal,name and designation of the signatory. If the eligibility criterion is not fully complied with by anybidder, their technical bid shall be treated as NON-RESPONSIVE.

The decision of the Bank would be final and binding on all the bidders. The Bank may acceptor reject an offer without assigning any reason whatsoever.

YMENT TERMS FOR AMS ARE AS UNDER:

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All payments will be released from our office within 30 days of claim on submission of allrelevant documents and proofs. The payments will be released through NEFT/ RGTS andthe Selected Bidder has to provide necessary Bank Details like Account No., Bank's Namewith Branch, IFSC Code etc. Applicable TDS, if any, will be deducted at the time ofreleasing the payments.

• Payment will be made by Department of Information Technology, Syndicate Bank,Corporate Office, and Bengaluru.

• Payments for all ATM Managed Services, including the optional services, if any, will bemade on Calendar-quarter basis in arrears. The bank shall not make any advancepayments.

• NO Payments will be made during customization and UAT period for all ATM ManagedServices, including the optional services, if any,

• No charges will be paid to the selected bidder for implementing the software in the testenvironment and at the Disaster Recovery site of the Bank.

• The first of such payments shall be made between three to six months after moving toproduction on pro rata basis and on the satisfactory operations of Bank's ATMs/BNAsas per the Scope of Work.

• Bank at its sole discretion can withdraw any part of the contract. In case Bank decidesto terminate a certain part of the contract, the bidder shall continue to provide theservices for remaining part of the contract.

• Bidder has to submit two copies of the invoice indicating the ATM-wise servicesprovided to the Bank along with ATM/BNA wise uptime/down time report for calculationof payment due.

5. PENAL TV PROVISIONS:

5.1 Liquidated Damages Clause:

AMS services are to be provided to the Bank within a period of three months from the dateof Purchase Order. For any delay in implementing the services beyond 3 months from thedate of Purchase Order issued by the Bank, the Bank reserves the right to charge a LD(Liquidated Damages) at the rate of 0.5%, per week of delay, of the total cost of Servicessubject to a maximum of 10% of the Total Cost. The Total cost for this purpose shall becalculated based on the total cost of services opted by the Bank for a period of 12 months,for the total number of ATMs/BNAs.

However, if there is delay beyond the above period and/or amendments thereon, due toreasons attributable to the Bank, such period will be exempted from computation of delayfor the purpose of LD. The Bidder shall have to produce document showing "Reasons fordelay to commence work" from the representatives of Syndicate Bank. This, however, doesnot preclude the Purchaser from invoking the Performance Guarantee, if warranted, as perthe terms of this Bid Document.

5.2 Penalty for not maintaining Uptime:• The bidder shall guarantee a monthly uptime of 98.50% for each ATM.• Uptime is total contracted hours in a month less downtime during the month.• Downtime is the time, expressed in hours, between time of failure and time of

restoration i.e. duration during which the ATM/BNA services were not available forcustomer% Uptime on monthly basis is calculated as under:

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(Total contracted hours in a month - Total Downtime hours during the month)-------------------------------------------------------------------------------------------------------)(

100Total contracted hours in a month

Where Single Outage is beyond one (1) day, each hour of outage beyond the said period willbe grated as two.

• Penalty for not meeting uptime requirements are as under:

% Penalty to be deducted fromSI.No. % Uptime on Monthly Basis for each Monthly charges payable

ATM Metro/Urban Sub-Urban/Rural

1. More than or Equal to 96.00 % but less 5% -than 98.50 %

2. More than or Equal to 95.00 % but less 10% 4%than 96.00 %







9. More than or Equal to 60% but Less than 100% 50%80.00 %

10. Less Than 60% 100% 100%

In case the penalty reaches the above maximum, the Bank will be at liberty not to releaseany payment and cancel the contract summarily and also invoke the guarantees submittedby the bidder to recover any payment already made by the Bank.

5.3 Penalty for not maintaining the Site:

Bidder shall furnish a feedback form as approved by the Bank, relating to his performanceunder House Keeping and Site Maintenance services, to the linked Branch/Office who willgrade the performance as 'Excellent/Good/Satisfactory/Not Satisfactory' categories. If theperformance is Not-Satisfactory then penalties shall be levied as under:

• 20% of the Monthly charges payable to 'House Keeping and Site MaintenanceServices'.

• 150% of the Monthly charges payable to 'House Keeping and Site MaintenanceServices', if the performance is Not Satisfactory for consecutive three months.

• A penalty of~. 100.00 per ATM/BNA per day will be charged on monthly basis, if DVSSwill not function for more than 3 consecutive days.

enalty levied by statutory authority, ombudsman on account of deficiency of servicentnIPIle passed on to the bidder.

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6. Submission of Performance Bank Guarantee:

Within thirty (30) days of the receipt of format of notification of award/ purchase order fromthe Purchaser, the successful Bidder shall furnish the Performance Security (BankGuarantee) for 10% (Ten percent) of the Contract Value or purchase order value valid for 39months in the format prescribed as per Annexure-M. No claim for payment will beentertained until the said Bank Guarantee is submitted. The "Bid Security" submitted by the'Successful Bidder' at the time of submission of the Bid shall be released on submission ofthe performance guarantee.

7. DELIVERY PERIOD: AMS services shall be implemented as detailed below and moved toproduction within a period of three moths from the "date of acceptance of the purchase order".

7.1 Implementation Schedule:

The project System Study, Customisation, Installation/Implementation, development andtesting of the interface software to suit Bank's Switch, if not available, should be completedwithin 3 months from date of Acceptance of Purchase Order.

The bidder should give a list of milestone activities of project implementation. The list shouldalso indicate the time taken for each milestone activity along with the completion dates.

The bidder has to clearly spell out the requirements from the switch side to enable the Bankto get it done from the bidder. Any Hardware / Software requirement, if any, are to beprovided by the bidder.

7.2 User Acceptance Test:

Bidder to provide detailed write-up on the functionality of the Interface software and toprovide an undertaking that the data taken for monitoring purposes is kept confidential.

The bidder shall connect the AMS facility to the test switch and assist the Bank's team incarrying out the User Acceptance Test. The Bank may arrange to test the systems,integration with the existing environment, and all aspects of the deliverables through its ownemployees or any third party testing agency, at the option of the Bank. The Bidder shouldextend total co-operation and support for completing the testing.

The Bidder shall ensure that the functionality, features and reports as per this RFP are metand shall be considered as the base line requirements of the Bank and will not beconsidered as customization.

8. FOLLOWING INSTRUCTIONS MAY PLEASE BE TAKEN NOTE:

1) Bid shall be submitted in a single cover, only for schedule of requirements consisting ofMandatory services and Optional Services. Offer for part schedule will not be considered.Bidder need not submit Price bids as the Bank is going for On-line-Sealed Bid andReverse Auction. Bidders whose bids are found to be technically responsive, shouldparticipate in On-line-Sealed Bid and Reverse Auction as provided in ANNEXURE-K.Only masked Price Bid (containing a Proforma copy of price bid without prices) need besubmitted.

2) BID SECURITY AND COST OF RFP:

I. BID SECURITY:

Bidder shall furnish, as part of their bid, a Bid Security for an amount of ~ 75,00,000/'&. es Seventy Five Lakh Only) in the form of a Bank Guarantee (BG) issued by ac e led commercial bank in India other than Syndicate Bank in the formal enclosed

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(Annexure-C), to be valid for a period of six months from the last date for submission of BidDocument, along with the Bid Documents.

The selected bidder's Bid Security will be discharged upon the Bidder's furnishing thePerformance Security in the form of Bank Guarantee for 10% (Ten percent) of the ContractValue or purchase order value valid for 39 months in the format prescribed as perAnnexure-M. Unsuccessful Bidder's Bid Security will be discharged or returned as promptlyas possible upon bidder's request, but not later than 30 days after the expiration of theperiod of Bid validity prescribed by the Bank.

THE BID SECURITY MAY BE FORFEITED:i. If a Bidder withdraws its Bid during the period of Bid validity; orii. In case of a successful Bidder, if the Bidder fails:

(a) To accept Purchase Order,(b) To furnish Performance Security valid for 39 months within the stipulated time, or(c) To supply the solution within the stipulated period. Or(d) Fails to comply any terms of RFP or Purchase Order.(e) Fails to submit online sealed bid or fails to participate (login) in the online reverse

auction.

II. COST OF RFP:

A complete set of Bid documents may be purchased/submitted by any of the eligiblebidders from this office upon payment of a non-refundable fee of ~25,000/- (RupeesTwenty Five Thousand Only), in the form of a Demand Draft/Banker's Cheque in favour ofSyndicate Bank payable at Bangalore. The same is available in our Bank's website,www.syndicatebank.in and can be downloaded from the website. In case the Bid documentis downloaded from the website, the price of Bid document will have to be paid by handingover a non refundable Demand Draft/Banker's Cheque for ~25,000/- in favour of SyndicateBank payable at Bangalore at the time of submission of the Bid.

Bidders registered as MSME units in India will be exempted from payment of cost of RFPand submission of Bid Security.

The Bid Cost and Bid Security are to be submitted in separate envelopes.

3) The best and firm price should only be quoted (as per the Proforma enclosed) while going forOn-line-Sealed Bid and Reverse Auction. Bidders are requested to go through the 'Rules forReverse Auction' as detailed in Annexure-K

i. The prices should be inclusive of all technical service charges, customisation chargesexcise, customs and other dutiesllevies. No other payment shall be made by the Bank.

ii. Sales Tax, Octroi/Entry Tax etc, if payable extra, is payable at actuals upon productionof documentary evidence of payment.

iii. VAT and Service Tax are payable extra as per Invoice submitted by Bidder. However,both VAT and Service Tax will not be paid for any item or component thereof. GST willbe paid in place of VAT etc as and when the same is implemented.

iv. No other payments like TA, DA etc., to Bidder's staff/engineers shall be paid by theBank.

4) The Technical Bid should be submitted in a sealed envelope, duly super scribing theenvelope with the reference number of this letter. The Technical Bid will be opened for

.\(,atl 13.';:::; evaluation. Bidders, whose response to Eligibility Criteria are meeting the~ ~equirements, will be considered for evaluation of Technical Bid. Only if the Technical

I!o.~~ Bic is responsive, the Bidders will be informed to participate in On-line-Sealed Bid and~"rj-'" . at erse Auction as per ANNEXURE-K. The Technical non-price Bid should necessarily<c~ s;) .,.~ ..! of 68(J"


contain all Technical details and terms of Payment, Delivery and any other conditions, whichmay appear in the Price Bid. Further,

• Technical bid should also contain a copy of Price bid with all Terms and Conditionswithout price details and price 1 amount column should be filled with 'XX'(Cross).

• Bidder's proposal should strictly conform to the specifications.• Proposals not conforming to the specifications will be rejected summarily. Any

incomplete or ambiguous terms/ conditions/ quotes will disqualify the offer. Bidder hasto offer specific remarks for technical specifications of the services offered and clearlyconfirm compliance. Any deviations on technical specifications should be clearlyprovided in Remarks column.

• All Bid Documents are to be properly filed in a box file and all pages of the TechnicalBid should be numbered serially (1/xxx, 2/xxx (where xxx is last page number of Biddocument» and should bear the company's seal and signature/s of the authorizedperson/s on all pages.

5) The last date for submitting the proposals along with Bid security is 02/0112017 by 16:00hours. Any proposal received after the due date and time will not be considered. Technicalbid complete in all aspects should be submitted to Sri Rakesh K Hardaha, Chief Manager(IT) or Sri Sravan Kumar K, Senior Manager(IT) Syndicate Bank, Corporate Office,Commercial Complex 2nd Floor, National Games Village, Koramangala, Bengaluru - 560 047(Phone No. 2570 5785, fax 080-2570 5790) within the above stipulated date and time.Receipt of bids shall be closed at the appointed date & Time as mentioned above and bidsreceived after the stipulated time will not be accepted under any circumstances.

6) All the amendments to the RFP will be posted only on the Banks web site. No individualcommunication will be sent to the bidders for these amendments.

7) Bidding: The cost of bidding and submission of tender documents is entirely theresponsibility of bidders, regardless of the conduct or outcome of the tendering process. Allbids and supporting documentation shall be submitted in English and all costs and chargesrelated to the bid shall be expressed in Indian Rupees only. The Bank will not pay anycharges in relation to preparation, travel or submission of the Bid.

8) The Bid should consist of the following documents:

• Technical Bid consisting of all the technical details (Annexure-I).• Annexure-B- BID Form• Original Bid security issued by a recognized Bank in India.• Non-refundable cost of RFP in the form of Bankers Cheque/Demand draft.• Masked Price Bid as per Annexure-K Clause 6.• Annexure-H on compliance of terms and conditions (check list) is to be

furnished invariably.• Hardware configuration, Operating Systems details, if any required for porting the

interface software.• Transaction Flow covering the ATMs, BNAs, Switch, AMS centre etc.• Please furnish full details, ensuring strict conformity with the specifications in every

respect, in order to avoid ambiguity. The software, if any, shall be supplied withMedia, Manual and Licence.

~=.::::"...._. A list of Service Centres throughout India shall be furnished as per Annexure- F-1S'IfldlcalE' /) to F-4 along with details of contact person at each of the location for lodging

<;~\" omplaints, apart from call centre and centralized e-mail facility, if any\\.IN. ':: etails as per Annexure-A to Annexure-R Format prescribed.

eef\9a .:'e.G (\1\1 ,:;,flu /.:f

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9) AUTHORIZATION TO BID

The proposal! Bid being submitted would be binding on the Bidder. As such it is necessarythat authorized personnel of the firm or organization sign the BID. The designated personnelshould be authorized by the organisation or by a senior official of the organization havingauthority to do so. The same person or a different person should be authorised who shouldhave digital certificate (with encryption feature) issued in Company's name and should haveauthority to quote bid amount in on-line-seal bid and also quote offer price during on-linereverse auction. The details of digital certificate like Name, Digital Key details, issuingauthority and validity etc. to be provided.

The XEROX copy of necessary Original resolutions/authority/ Power of Attorney havingauthority to authorise the person to submit Bid documents/participate in on-line sealed bid andreverse auction, on behalf of the company shall be enclosed. The proposal must beaccompanied with an undertaking letter duly signed by the designated personnel providing aBid commitment. The letter should also indicate the complete name and designation of thedesignated personnel as per ANNEXURE-E.

10) BID GUIDELINES:

The Bank has posted the RFP on the Bank's website and the same can be downloaded by theprospective Bidders. Bidders at the time of submission of the Bid have to confirm that theyhave not modified any clause or contents of the RFP issued by the Bank. If anyvariation/modifications are observed from the copy submitted with the hardcopy available withthe Bank, then the copy available with the Bank is deemed as final and the bid may berejected summarily.

The bidder's response should be in conformity with Bank's requirements. Any variations toBank's requirements and Bidder's offer are to be listed separately with remarks. Clarifications,if any may be sought from the Bank as per the time frames stipulated elsewhere in the Bid.

The Bidders have to specifically mention the requirements in terms of Hardware, Software,resources, specific switch features, if any, to be enabled in the Switch; details of any softwareagent to be loaded to ATMs etc. The roles and responsibilities of the Bidder/Bank and thedeliverables are to be clearly spelt out. The BOM i.e., requirement of Hardware, Software,Networking Equipments, Connectivity required from bank's Side should be mentioned clearlyand will form a part of Price Bid.

The Bank may desire to have a presentation at its Corporate Office: Bangalore to understandthe solution offered by the Bidder and in such case, the Bidder has to make arrangement forthe same at their cost.

9. Integrity Pact: Bidder will agree to enter into an agreement committing the persons of boththe parties not to exercise any corrupt influence on any aspect of contract. Sample formatattached as per Annexure-R.

10. Bank reserves the right to reject this invitation of offer in part or full, or cancel the entireprocess at any stage without assigning any reason.

11. Other important terms and conditions & Annexure A to Annexure Q along with variousformats enclosed along with this RFP, shall also form part of this RFP

12. If the bidder needs any clarification on any of the aspects of the Bid Document, they can~~~. seek clarifications in advance through e-mail [email protected] on or before~1"~_~:~:" ,./12/2016 strictly as per Annexure-L (III) format. The Bank reserves the right to make

~mendments to the RFP before the last date prescribed for submission of the responses. SuchIJIijt\l clarifications, amendments to our RFP, if any, will also be hosted on our website

~.-,f/J~'G" '

~ l,.)~,

Page150[68


www.syndicatebank.in and will form part of this RFP. Bidders are requested to take note of thesame.

13. Please note that an Indian Agent acting on behalf of a Foreign Principal or the ForeignPrincipal directly can bid in this Bid process but not both. If both of them submit the Bids, Bidsubmitted by Foreign Principal will be considered for evaluation. Also, in cases where an Agentparticipates in a tender on behalf of one principal, he is not allowed to participate on behalf ofanother principal.

14. All bids should be submitted in Indian Rupees only. If in case of Foreign Principal Bidder or anIndian Agent bids on behalf of the Foreign Principal Bidder, then all the currency exchangefluctuations has to be borne by the bidder only.

15. The Bidder and its employees will strictly undertake not to communicate or allow to becommunicated to any person or divulge in any way any information relating to theideas/concepts, know-how, techniques, data, facts, figures and all information whatsoeverconcerning or relating to the bank and its affairs to which the said employees have access inthe course of performance of this contract.

16. Information relating to procurement of the services will be displayed on the website of the Bankafter completion of procurement process as per CVC Guidelines.

17. Undertaking that all material to be supplied including the Operating System is original andBrand New and if required, proof of purchase can be produced. Undertaking that the biddershall absolve the Bank from any claim made on bank by any third party for infringement ofIntellectual property rights. This undertaking is to be signed by a Director or Head of Marketingof the Company.

18. The systems offered shall have provision for incorporating Bilingual features as per RBIguidelines.

19. All disputes and differences of any kind whatever arising out of or in connection with thepurchase order shall be referred to arbitration. The arbitrator may be appointed by both theparties or in case of disagreement each party may appoint an arbitrator and such arbitratorsshall appoint an Umpire before entering on the reference. The decision of the Umpire shall befinal. Such arbitration to be governed by the provisions of Indian Arbitration and ConciliationAct 1996 at Bengaluru, India only.

20. Notwithstanding anything contained herein above, in case of any dispute, claim and legalaction arising out of this RFP, the parties shall be subject to the jurisdiction of courts atBangalore, India only.

21. DISCLAIMER:

This RFP is not an offer by Syndicate Bank, but an invitation to receive response frombidders. No contractual obligation whatsoever shall arise from the RFP process unless anduntil a formal contract is signed and executed by duly authorised officials of Syndicate Bankwith the bidders.

Yours faithfully

::±.:{)Ge~ Manager(Ill

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Ref: RFP 221/CO: DITIAMSlrkh 12112/2016

ANNEXURE-AOTHER IMPORTANT TERMS AND CONDITIONS:

1 TECHNICAL DETAILS FORM:

Bidders should furnish an item-by-item response on the Purchaser's TechnicalSpecifications demonstrating substantial responsiveness of the goods and servicesto those specifications, or a statement of deviations and exceptions to the provisionsof the Technical Specifications as per format furnished in Annexure-I.

2 CONTRACT FORM & PERFORMANCE SECURITY:

2.1 Within Thirty (30) days of receipt of the format of Service Level Agreement,which will be sent along with the notification of award, the successful Biddershall sign and date the contract and return it to the Purchaser.

2.2 Bidder may also submit Proforma Contract form along with the Bid but theContract form approved by the Bank shall only be final and binding.

2.3 Within Thirty (30) days of the receipt of format of notification of award from thePurchaser, the successful Bidder shall furnish the performance security for10% of the Contract Value issued from reputed Bank in India, valid for a period39 Months from the date of Acceptance of the order in the format prescribed.

2.4 Failure of the successful Bidder to comply with the requirement of executingContract and submitting Performance Guarantee shall constitute sufficientgrounds for the annulment of the award and forfeiture of the bid security, inwhich event the Purchaser may make the award to the next lowest evaluatedbidder or call for new bids.

3 BIDDER'S OBLIGATIONS:

o The Bidder is responsible for managing the activities of its personnel and will holditself responsible for any misdemeanours.

o The Bidder's representative & local office at Bangalore will be the contact point for theBank and all the authentic status of Delivery and Installation should be madeavailable in writing at least twice in a week.

o The Bidder will treat all data and information about the Bank, obtained in theexecution of his responsibilities as confidential and will not reveal such information toany other party without the prior written approval of the Bank.

4 ORDER CANCELLATION I TERMINATION OF CONTRACT:

The Bank, without prejudice to any other remedy for breach of contract, by giving 30days written notice of default sent to the Bidder and if the Bidder fails to cure the defaultwithin the notice period, may terminate this Contract in whole or in part:

i. If the bidder fails to perform any other obligation(s) under the Contract.ii. If the bidder is not providing after sales and maintenance services and the calls

are not attended for three or more occasions the Bank is at liberty to terminate thecontract by giving 30 days' notice.Delay in Implementation of the Project beyond the specified periods.Non satisfactory performance of the Project during implementation.Serious discrepancies noted in the implementation of the project.Breaches in the terms and conditions of the Order.

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Ref: RFP 221/CO: DIT/AMS/rkh 12112/2016

The Bank reserves its right to cancel the entire 1 unexecuted part of Purchase Order atany time by without assigning appropriate reasons in the event of one or more of theabove conditions.

In addition to the cancellation of purchase order, the Bank reserves its right to invoke thePerformance Bank Guarantee given by the bidder.

5 EFFECT OF TERMINATION

i. The bidder agrees that he shall not be relieved of his obligations under the reversetransition mechanism notwithstanding the termination of the assignment. ReverseTransition mechanism would typically include service and tasks that are required tobe performed 1 rendered by the bidder to the Bank or its designee to ensure smoothhandover and transitioning of Bank's deliverables and maintenance. The reversetransition will be for the period of 3 months post the notice period.

ii. Same terms (including payment terms) which were applicable during the term of thecontract should be applicable for reverse transition services

iii. The bidder agrees that after completion of the Term or upon earlier termination of theassignment the bidder shall, if required by the Bank, continue to providewarranty/AMC services to the Bank at no less favorable terms than those containedin this RFP. In case the bank wants to continue with the bidder's services after thecompletion of this contract then the bidder shall offer the same or better terms to thebank. Unless mutually agreed, the rates shall remain firm.

iv. The Bank shall make such prorated payment for services rendered by the bidder andaccepted by the Bank at the sole discretion of the Bank in the event of termination,provided that the bidder is in compliance with its obligations till such date. However,no payment for "costs incurred, or irrevocably committed to, up to the effective date ofsuch termination" will be admissible. There shall be no termination compensationpayable to the bidder.

v. Termination shall not absolve the liability of the Bank to make payments ofundisputed amounts to the bidder for services rendered till the effective date oftermination. Termination shall be without prejudice to any other rights or remedies aparty may be entitled to hereunder or at law and shall not affect any accrued rights orliabilities or either party nor the coming into force or continuation in force of anyprovision hereof which is expressly intended to come into force or continue in forceon or after such termination.

6 INDEMNITY:

The selected bidder shall indemnify, protect and save the Bank against all claims,losses, costs, damages, expenses, action suits and other proceedings, resulting frominfringement of any law pertaining to patent, trademarks, copyrights, IntellectualProperty Rights (IPR) etc.

Selected Bidder shall keep the Bank, its Successors, Assignees and Administratorsfully indemnified and harmless against loss or liability, claims actions or proceedings, ifany, that may arise from whatsoever nature caused to the Bank through the action ofits employees, agents, contractors, subcontractors etc.

The indemnification is only a remedy for the Bank. The Selected Bidder is not absolvedfrom its responsibility of complying with the statutory obligations as specified above.Indemnity would be limited to court awarded damages and shall exclude indirect,consequential and incidental damages. However, indemnity would cover damages, lossor liabilities suffered by the Bank arising out of claims made by its customers and/orregulatory authorities. .

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However, the Selected Bidder would be given an opportunity to be heard by the Bankprior to making of a decision in respect of such loss or damage.

7 LIABILITY OF THE SELECTED BIDDER:

Bank shall hold the selected bidder, its Successors, Assignees and Administrators fullyliable against loss or liability, claims, actions or proceedings, arising out of non-fulfilmentof any obligations under the Contract. Such liability of the Selected Bidder will berestricted to the actual amount of the Contract.

Selected Bidder shall be the principal employer of the employees, agents, contractors,subcontractors etc. engaged by Selected Bidder and shall be vicariously liable for allthe acts, deeds or things done by its employees, agents, contractors, sub-contractorsetc., whether the same is within the scope of power or outside the scope of power,vested or instructions issued by the Bank under the Contract to be issued for thistender.

However, the selected bidder would be given an opportunity to be heard by the Bankprior to making of a decision in respect of such loss or damage.

8 NEGLIGENCE:In connection with the work or contravenes the provisions of General Terms, if theselected bidder neglects to execute the work with due diligence or expedition or refusesor neglects to comply with any reasonable order given to him in writing by the Bank, insuch eventuality, the Bank may after giving notice in writing to the selected biddercalling upon him to make good the failure, neglect or contravention complained of,within such times as may be deemed reasonable and in default of the said notice, theBank shall have the right to cancel the Contract holding the selected bidder liable forthe damages that the Bank may sustain in this behalf. Thereafter, the Bank is to becompensated for good the failure at the risk and cost of the selected bidder.

9 FORCE MAJEURE:

The bidder shall not be liable for forfeiture of its performance security, liquidateddamages or termination for default, if and to the extent that the delay in performance orother failure to perform its obligations under the contract is due to an event of ForceMajeure. For purposes of this Clause, "Force Majeure" means an event beyond thecontrol of the Bidder and not involving the bidder's fault or negligence and notforeseeable. Such events may include, but are not limited to, Acts of nature or of publicenemy, acts of Government of India in their sovereign capacity, acts of war, and acts ofthe Bank either in fires, floods, strikes, lock-outs and freight embargoes.

If a Force Majeure situation arises, the bidder shall promptly notify the Bank in writing ofsuch conditions and the cause thereof immediately. Unless otherwise directed by theBank in writing, the bidder shall continue to perform it's obligations under the Contractas far as it is reasonably practical, and shall seek all reasonable alternative means forperformance not prevented by the Force Majeure event.

riwithstanding the above, the decision of the Bank shall be final and binding on thet?i' er.OJ'

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Ref: RFP 221/CO: DIT/AMS/rkh12/12/2016

10 PRICE BID

i. The prices quoted should be in Indian Rupees onlyii. In case the equipments offered or any part thereof are imported, the price quoted in

the Bid by the Bidder will be firm & final and any fluctuation in foreign exchange ratesshall not have any bearing on the price quoted in the Bid.

iii. All out of pocket expenses, travelling, boarding and lodging expenses for the entirelife of the contract should be a part of the commercial bid submitted by the bidder toSyndicate Bank. No extra costs on account of any items or services or by way of anyout of pocket expenses, including travel, boarding and lodging etc. will be payable bythe Bank. The Bidder cannot take the plea of omitting any charges or costs and laterlodge a claim on Bank for the same.

iv. Price Discussion - It is absolutely essential for the bidders to quote the lowest priceat the time of making the offer in their own interest. The Bank reserves the right to doprice discovery and engage the successful bidder in discussions on the pricesquoted. The Bank also reserves the right to enter into price discussions with theOEMs and consortium partners of the successful bidder.

11 COMPLIANCE WITH LAWS

i. Compliance with all applicable laws: The bidder shall undertake to observe, adhereto, abide by, comply with and notify the Bank about all laws in force or as are or asmade applicable in future, pertaining to or applicable to them, their business, theiremployees or their obligations towards them and all purposes of this tender and shallindemnify, keep indemnified, hold harmless, defend and protect the Bank and itsemployees/officers/staff/ personnel/representatives/agents from any failure oromission on its part to do so and against all claims or demands of liability and allconsequences that may occur or arise for any default or failure on its part to conformor comply with the above and all other statutory obligations ariSingthere from.

ii. Compliance in obtaining approvals/permissionsllicenses: The bidder shall promptlyand timely obtain all such consents, perrrussions,approvals, licenses, etc., as may benecessary or required for any of the purposes of this project or for the conduct of theirown business under any applicable Law, Government Regulation/Guidelines andshall keep the same valid and in force during the term of the project, and in the eventof any failure or omission to do so, shall indemnify, keep indemnified, hold harmless,defend, protect and fully compensate the Bank and its employees/ officers/ staff/personnel/ representatives/agents from and against all claims or demands of liabilityand all consequences that may occur or arise for any default or failure on its part toconform or comply with the above and all other statutory obligations arisinq therefrom and the Bank will give notice of any such claim or demand of liability withinreasonable time to the Bidder.

12 RESOLUTION OF DISPUTES

i. All disputes and differences of any kind whatsoever arisinq out of or in connectionwith the Purchase Order shall be referred to arbitration. The arbitrator may beappointed by both the parties or in case of disagreement each party may appoint anarbitrator and such arbitrators shall appoint an Umpire before entering on thereference. The decision of the Umpire shall be final. Such arbitration to be governedby the provisions of Indian Arbitration and Conciliation Act, 1996.

ii. NotWithstandinganything contained herein above, in case of any dispute, claim andlegal action arisinq out of this RFP, the parties shall be subject to the jurisdiction ofcourts at Bangalore, India only.

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Ref: RFP 221/CO: DIT/AMS/rkh 12/12/2016

13 ASSIGNMENT

Bank may assign the hardware, software and other equipments (including electrical andcivil) provided therein by the bidder in whole or as part of a corporate reorganization,consolidation, merger, or sale of substantially all of its assets. The Bank shall have theright to assign such portion of the AMC services to any of the sub-contractors, at its soleoption, upon the occurrence of the following: (i) bidder refuses to perform; (ii) bidder isunable to perform; (iii) termination of the contract with the bidder for any reasonwhatsoever; (iv) expiry of the contract. Such right shall be without prejudice to the rightsand remedies, which the Bank may have against the bidder. The bidder shall ensure thatthe said subcontractors shall agree to provide such services to the Bank at no lessfavorable terms than that provided by the bidder and shall include appropriate wordingsto this effect in the agreement entered into by the bidder with such sub contractors. Theassignment envisaged in this scenario is only in certain extreme events such as refusalor inability of the bidder to perform or termination/expiry of the contract.

14 PRIVACY & SECURITY SAFEGUARDS

The bidder shall not publish or disclose in any manner, without the Bank's prior writtenconsent, the details of any security safeguards designed, developed, or implemented bythe bidder under this contract or existing at any Bank location. The bidder shall developprocedures plans to ensure that IT resources leaving the control of the assigned user(such as being reassigned, removed for repair, replaced, or upgraded) are cleared of allBank data and sensitive application software. The bidder shall also ensure that allsubcontractors who are involved in providing such security safeguards or part of it shallnot publish or disclose in any manner, without the Bank's prior written consent, thedetails of any security safeguards designed, developed, or implemented by the bidderunder this contract or existing at any Bank location.The Software or Hardware to be provided as part of this RFP shall undergo throughvarious level of security testing and shall be made secure enough to use in the banksnetwork. We also undertake to certify and provide a reasonable level of assurance aboutthe application being supplied is free of malware at the time of sale, free of any obviousbugs, and free of any covert channels in the code (of the version of the application beingdelivered as well as any subsequent versions/modifications done). Enclose the evidencefor the same.

15 GUARANTEES

Bidder should guarantee that the software and allied components used to service theBank are licensed and legal. All hardware, related software and other equipments mustbe supplied with their original and complete printed documentation

16 CONTRACT RE-NEGOTIATION

i. The Bank will reserve a right to re-negotiate the price and terms of the entire contractwith the bidder at more favorable terms in case such terms are offered in the industryat that time for projects of similar and comparable size, scope and quality.

ii.

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iii. As aforesaid the Bank would procure the equipment from the third party only in theevent that the equipment was available at more favorable terms in the industry, andsecondly, The Equipment procured here from third parties is functionally similar, sothat the bidder can maintain such equipment. The modalities under this right to renegotiate Ire-procure shall be finalized at the time of contract finalization.

17 CORRUPT AND FRAUDULENT PRACTICES

i. As per Central Vigilance Commission (CVC) directives, it is required that bidders ISuppliers I Contractors observe the highest standard of ethics during theprocurement and execution of such contracts in pursuance of this policy:

ii. "Corrupt Practice" means the offering, giving, receiving or soliciting of anything ofvalues to influence the action of an official in the procurement process or in contractexecution AND

iii. "Fraudulent Practice" means a misrepresentation of facts in order to influence aprocurement process or the execution of contract to the detriment of the Bank andincludes collusive practice among bidders (prior to or after offer submission) designedto establish offer prices at artificial non-competitive levels and to deprive the Bank ofthe benefits of free and open competition.

iv. The Bank reserves the right to reject a proposal for award if it determines that thebidder recommended for award has engaged in corrupt or fraudulent practices incompeting for the contract in question. The Bank reserves the right to declare a firmineligible, either indefinitely or for a stated period of time, to be awarded a contract ifat any time it determines that the firm has engaged in corrupt or fraudulent practicesin competing for or in executing the contract.

18 WAIVER

No failure or delay on the part of either party relating to the exercise of any right powerprivilege or remedy provided under this RFP or subsequent agreement with the otherparty shall operate as a waiver of such right power privilege or remedy or as a waiver ofany preceding or succeeding breach by the other party nor shall any single or partialexercise of any right power privilege or remedy preclude any other or further exercise ofsuch or any other right power privilege or remedy provided in this RFP all of which areseveral and cumulative and are not exclusive of each other or of any other rights orremedies otherwise available to either party at law or in equity.

19 VIOLATION OF TERMS

The Bank clarifies that the Bank shall be entitled to an injunction, restraining order, rightfor recovery, suit for specific performance or such other equitable relief as a court ofcompetent jurisdiction may deem necessary or appropriate to restrain the bidder fromcommitting any violation or enforce the performance of the covenants, obligations andrepresentations contained in this RFP. These injunctive remedies are cumulative and arein addition to any other rights and remedies the Bank may have at law or in equity,including without limitation a right for recovery of any amounts and related costs and aright for damages.

20 MAINTENANCE and SUPPORT:

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21 TECHNICAL SPECIFICATIONS: Detailed Specification of the items required ismentioned in Annexure-I.

22 The Bidder is required to submit the following documentation, as applicable, along withthe offer. The following list is only indicative and not exhaustive.

The manuals and technical details, specific names of modulesl items excluded from thepurview of warrantyl AMC and its cost are required to be submitted for all modulesincluded in the package for which a bid is being submitted.

23 Technical details form must be complete in all respects. Correct technical information ofthe product being offered must be filled in. Any additional information available, thoughnot included in the form, may also be submitted. Terms like OK, accepted, noted, asgiven in brochurel manual, or more etc., are not to be used and are not acceptable.

24 NON-DISCLOSURE INFORMATION:

The Selected Bidder shall not, without the Bank's prior written consent, disclose anyspecification, plan, drawing, pattern, sample, or information furnished by or on behalf ofthe Bank in connection therewith, to any person other than a person employed by theBidder in the performance of the work assigned to them. The Selected Bidder shall berequired to sign a Non-Disclosure Agreement with the Bank as per the prescribed formatprovided in Annexure-P.

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ANNEXURE-BBID FORM

Ref No . Place:

Date:The General Manager,SyndicateBank, Corporate Office,Commercial Complex, 2nd Floor, National Games Village,Koramangala,Bengaluru - 560047.

Dear Sir,

Having examined the Request for Proposal (RFP) vide reference RFP 221/CO:DIT/AMS/rkh dated 12112/2016 thereceipt of which is hereby duly acknowledged, we, the undersigned, offer to supply, deliver,implement and maintain the items mentioned in the schedule of requirements for yourBranches/Offices in conformity with the said RFP for the sum mentioned in the Price Bid orsuch other sums as may be ascertained in accordance with the Schedule of Prices attachedand made part of this Bid.

We undertake, if our Bid is accepted, to deliver the goods in accordance with the DeliverySchedule specified.

If our bid is accepted, we will obtain the guarantee of a Bank in a sum equivalent to 8 percent of the Contract Price on calculated average of 1 Year, for the due performance of theContract, in the form prescribed by the Purchaser.

We agree to abide by this bid for a period of 6 Months from the last date of submission ofBid and shall remain binding upon us and may be accepted at any time before theexpiration of that period.

Until a formal contract is prepared and executed, this bid, together with your writtenacceptance thereof and your Notification of Award, shall constitute a binding Contractbetween us.

We undertake that, in competing for (and, if the award is made to us, in executing) theabove contract, we will strictly observe the laws against fraud and corruption in force inIndia namely "Prevention of Corruption Act 1988".

Commissions or gratuities, if any paid or to be paid by us to agents relating to this Bid, and tocontract execution if we are awarded the contract, are listed below:

Name & address of agent Amount & currency Purpose of commission or gratuity*(lf none, state none)

We understand that you are not bound to accept the lowest or any bid you may receive.Dated this day of 2016

(Signature)~:=:a:~e capacity of) Duly Authorised to sign / bid with seal for & on behalf of (Name & Address of the

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ANNEXURE-CBID SECURITY FORM

Whereas (herein after called "the Bidder") has submitted its Bid dated __ 2016 for thesupply of (hereinafter called "the Bid").

KNOW ALL PEOPLE by these presents that WE having our Registered Office at_____ (hereinafter called "the Bank") are bound unto Syndicate Bank, Corporate Office,Department of Information Technology, " Floor, National Games Village, Koramangala, Bengaluru560 047 (hereinafter called "the Purchaser") in the sum of __ for which payment well and truly tobe made to the said Purchaser, the Bank binds itself, its successors and assigns by these presents.Affixed with the Seal of the said Bank this __ day of 2016.

THE CONDITIONS of this obligation are:

If the Bidder withdraws its Bid during the period of bid validity specified by the Bidder on the BidForm; or

2 Bidder fails to participate and quote price in Online Sealed bids or fails to login in ReverseAuction Process or

3 If the Bidder fails to participate in Online Sealed bids to quote initial price and fails to login inReverse Auction Process, or

4 If the Bidder, having been notified of the acceptance of its Bid by the Purchaser during theperiod of Bid validity:

a) Fails or refuses to execute the Contract Form if required; orb) Fails or refuses to furnish the Performance Security, in accordance with the terms of the Bid;

orc) Fails to supply the goods within the stipulated period. ord) Fails to accept the purchase order ore) Fails to comply with any terms and conditions of RFP or Purchase Order.

We undertake to pay the Purchaser up to the above amount upon receipt of its first written demand,without the purchaser having to substantiate its demand, provided that in its demand the Purchaserwill note that the amount claimed by it is due to it, owing to the occurrence of one or more of theabove conditions, specifying the occurred condition or conditions.

This Guarantee will remain in force up to and including -----------------, 2016, and any demand inrespect thereof should reach the Bank not later than the above date.

(Signature and Seal of Bank)

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ANNEXURE-ELETTER OF AUTHORISATION TO BID

General Manager (IT)SyndicateBank,Department of Information Technology,Corporate Office, II Floor, Commercial Complex,National Games Village, Koramangala,Bangalore-560 047

Dear Sir,

SUB: Authorization Letter for submitting bid documents.

REF: Your RFP 221/CO: DIT/AMS/rkh dated 12112/2016.

This has reference to your above RFP for Outsourcing of ATM Managed Services with three yearsContract Period, Mr/Mrs/Miss is hereby authorised to submit the biddocuments, to submit on-line-sealed bid, to participate in reverse auction and to sign the contracton behalf of our organisation for all the systemsl goods required by the bank as called for vide thebank's request for proposal vide RFP 221/CO: DIT/AMS/rkh dated 12112/2016 on behalf of ourorganization. We confirm that the person so authorised above has digital signature (withencryption feature) issued in the name of the company and confirm that all the prices quotedin on-line-sealed bid or in reverse auction by him shall be binding on us. Hel She is alsoauthorised to take decisions on behalf of the company till RFP process is completed.

Certified photo copy of Power of Attorney (PIA) of the person authorising such person isduly submitted.

We hereby extend our full guarantee and warranty as per Clauses of Contract for the goods andservices offered for supply by the above firm against this RFP.

The specimen signature is attested below:

Specimen Signature of Representative

Signature of Authorizing Authority

Name of Authorizing Authority (Certified photo copy of PIA of authorised Signatory/authority is tobe submitted)

Note: 1. This letter of authority should be on the letterhead of the principal on whose behalf theproposal is submitted and should be signed by a person competent and having the powerof attorney to bind the principal. It should be included by the Bidder in its bid.

2. The details of Digital Signatures are as below:

SI. No. Name of the Person Class 3 Digital Signature CertifyingEmail Address & Contact Number issued in AgencyNo. Compan 's Name

Valid up to

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ANNEXURE-F -1

PARTICULARS OF ORGANISATIONAL SETUP RELATING TO AMS ACTIVITIES

Number of Offices:

Total Number of Offices:

Please furnish information about Bidder's organisational setup AND Service Centres relating toATM Managed Services in the following format:

Name of Number of Brief description ofCity I State Address Person Skilled workers various activities

In-charge and available at the undertaken at thePhone No Centre centre

Date: Signature of Authorized Official with Seal

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ANNEXURE-F - 2

AMS THIRD PARTY SUPPORT CENTRES

Particulars of AMS Support Centres Managed by Third Parties I Franchisee

Number of Offices:

Total Number of Offices:

Name of Number of Brief descriptionPerson Skilled workers of various

City I State Address In-charge and available at the activitiesundertaken atPhone No Centre the centre


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ANNEXURE-F-3

AMS VAULT CENTRE FACILITIES

SI.No. Centre wise Particulars Compliance I Bidder's Remarks1. Location for Bidders/Agents Vault facility

Details of Vault centres:a. Postal address with Pin code

b. Telephone numbers with STD code

c. Fax numbers with STD code

d. E-mail address

e. Website address/URL

2. f. Owned/Leased premises

g. Year of Establishment

h. Year of Operationalisation

i. Approx. carpet area

j. Vaults to meet RBI's specifications

k. Vaults to meet specification ofinsurance Companies, if any.

3. No. of Cash vans available4. No. of armed_guardsto man the Cash vans

5. Names of Banks for whom cash loadingservices are provided

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Ref: RFP 221/CO: DIT/AMS/rkh

ANNEXURE-F - 4

DETAILS OF ATM MANAGEMENT SERVICES (AMS) CENTRE:

A PRIMARY SITE·

12/12/2016

SI.No. Particulars Compliance I Bidder'sRemarks

1. Details of AMS centrea. Postal address with Pin codeb. Telephone numbers with STD codec. Fax numbers with STD coded. E-mail addresse. Website address/URLf. Year of Establishmentg. Year of Operationalisationh. Approx. carpet areai. Brief description of the facilities available

2. Availability of Manpower:a. Number of Employees on Full Timeb. Number of Employees on Part Timec. Number of Contracted Employees

3. Mention number of skilled, semi-skilled,supervisory and Management level (Full time,Part Time Employees and contractedemployees) allocated for each of the ATMservices

4. a. Whether AMS is working on 24*7 basisb. Number of shifts per day and shift timingsc. Bidder to provide Toll free number/s to

register faults/complaints emanating frompersonnel from Branches, Regional Offices,Other Administrative Offices, Corporate Officeor from vendors or from Bank's customersetc. which are to be recorded into a databaseand the following be ensured• All calls should be assigned a unique

token number for identification and forfuture addressing.

• The token details to include date and timestamps of lodging the complaints,identification of the person who hasregistered the call, brief description offault/problem reported.

• Initiate suitable remedial action forrectification of the problem as per the SLAterms

• Record the probable date/time forresolving the issue.

• Status of the calls registered must beupdated from time to time.

5. a. Whether redundant power supply is available ** LINES /costin case of UPS failure

~=~b. Whether redundant connectivity lines areI ~~~ available to connect to other centre of BidderrAx-,.. _~T' ~ herever required[r "/~ C)I~peCifYbandwidth requirements to connectI -I Bengal~ru ~~nk's ATM Switch and Bidder's AMS

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centre.d. Bidder to monitor connectivity between

Bank's DC to AMS centre and Bank's DRSite to AMS centre

e. Whether Datacenter and DR site of theService provider is certified with IS027001certification.

5. a. No. of ATMs/BNAs presently supported byAMS, client-wise

b. No. of ATMs/BNAs upto which AMS cansupport with the present infrastructure

c. Whether AMS is scalable to increase supportfor additional ATMs/BNAs, if so, number ofATMs/BNAs supported

6. a. Give full details of the software tools used formonitoring of ATM/BNA network and health ofATMs/BNAs.

b. Whether AMS works on-line with real timemonitoring

c. Whether software is capable of monitoring alltypes of solicited and un-solicited messagessent to Switch from ATMs/BNAs of allBrands/Models

d. Capability of AMS centre to send suitablealerts to switch team so that ATM/BNA canbe brought on-line wherever possible.

e. Service provider shall submit detailed securityarchitecture of their site explaining how thelogs are being collected, stored and analysedfor monitoring.

7. System to provide for remote loading ofATM/BNAcontent

8. System to have capability for monitoring theVideo Surveillance System, installed in theATM/BNA room, towards availability of Diskspace, Backups taken, health/satisfactoryworking etc.

9. Availability of Application with which Branch canmonitor the status of their ATM/BNA on-line.

10. The communication channel between the Serviceprovider and the bank should be encrypted andsecure.

11. Ensuring proper Database Administration andManagement of the center

12. Round-the-clock remote support to fieldoperatives and customers who want to contactfor any ATM/BNA related reason

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B. SECONDARYIDISASTER RECOVERY SITE:

SI.No. Particulars Compliance I Bidder's Remarks1. DR Site to have one-to-one matching

capability in all respect of man, machine,processes, connectivity, facilities etc.,compared to Production/Primary Site interms

2. Details of DR Sitea. Postal address with Pin codeb. Telephone numbers with STD codec. Fax numbers with STD coded. E-mail addresse. Website address/URLf. Year of Establishmentg. Year of Operationalisationh. Approx. carpet areai. Brief description of the facilities

available3. Availability of Manpower:

a. Number of Employees on Full Timeb. Number of Employees on Part Timec. Number of Contracted Employees

4. Mention number of skilled, semi-skilled,supervisory and Management level (Fulltime, Part Time Employees and contractedemplovees) allocated at DR Site

5. Time required to move from Bidder'sPrimary/Production centre (AMS) toDR/Secondary Site, in order to extend allservices/facilities provided hitherto fromPrimary/Production Site with a seamlessshift and vice a versa.

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ANNEXURE-G

OTHERBANKs REFERENCEDETAILS

List of Major Banks and related references where major contract have been supplied,executed, supported etc., for ATMManagedServices:

Nameof the Bank, Contract period Number of Details of ATMSI. Contact Person, Indicate whether ATMs ManagedServicesNo. Contract is inContact Number Force supported Supported

1.

2.

3.

4.

5.


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ANNEXURE-HTERMS AND CONDITIONS COMPLIANCE TABLE

Term Complied Page No. of Detailed explanationDescription Bid about deviation,No. Yes/No Document if not complied

1 Eligibility Criteria2 Power of Attorney from the Company

to the Employee participating in the Bid3 Bid Security4 Cost of RFP5 Letter of Authorisation to Bid6 Performance Security7 Contract Term Clause8 Payment Terms9 Order Cancellation10 Liquidated Damages11 Penalty for delayed service12 Technical specification -Annexure-I13 Force Majeure14 Annexure-F1-F415 Non-Disclosure Agreement -

Annexure-P

NOTE: This annexure is an indicative list. Bidder has to comply all terms and otherconditions as per RFP document.

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Ref: RFP 221/CO: DIT/AMS/rkh

ANNEXURE-ITECHNICAL SPECIFICATIONS

12/12/2016

SINo

ATM Managed service Comply Deviation(YIN) ,if any

Mandatory Services Requirements1 Remote Monitoring of ATMs :

• AMS services offered by Bidder should provide Monitoring of Bankowned ATM/CD/BNA network on 24*7*365 basis. Bank hasdeployed different make and models of ATMs/CDs/BNAs andnetworked through leased lines and VSATs.

• Initiate suitable remedial action to ensure availability of ATMservices to customers on a continuous basis. The remedial actionsinitiated, ATM-wise, should be auditable by Bank/Externalrepresentatives.

• System to provide calculation of Uptime of individual ATMs basedon the data logged into the system and should be auditable

• System should provide for automated fault detection, resolutionand reporting

• System to monitor the VSAT / Leased Line/ MPLS connectivity iso erational and functionin across all of the ATMs and BNAs

2 Incidence Management Services:Bank has warranty/AMC arrangements with regard to the variousequipments deployed at the sites like ATM/BNA, Air conditioners, UPSSystems etc. Once, problem with the concerned equipment isidentified and that the same does not fall under the purview of the FirstLevel Maintenance, the equipment has to be brought under thepurview of the incidence management services. Bank will be providingthe contact details of such Vendors and the Bidder given this activitymust co-ordinate and resolve the issue. A report of such activity (Dateand Time Problem reported and the date and Time of the problemresolved) needs to be provided to the Bank.

Bidder to provide these services on 24*7*365 basis and undertake thefollowing:• Automatic call dispatching, to avoid delays, using automated Call/

SMS to field engineers.• Carrying out remote resolution before actual dispatch• Bidder to lodge a service call with the respective vendor and note

the Ticket number• Automatic escalation as per the escalation matrix, in case of

problem not getting resolved• Follow up with vendor for resolution of the problem as per the

agreed terms with the Bank. (Details of agreed terms shall beprovided to the successful Bidder).

• Escalate the problem wherever needed and follow up with thevendor till problem with the equipment/service is resolved andnormal services restored.If problem could not be resolved, in spite of the best efforts, sameshould be brought to the notice of Bank by providing details offollow u done with date, time, erson contacted, action romised

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51No

ATMManagedservice Comply Deviation(YIN) ,if any

etc., in the form of report to enable the Bank to initiate penaltyprovisions etc.

• Bidder to have remote diagnostic tool to clear any errors inATM/BNA

• Alerts to be provided in the form of Imobile/e-mail notifications forsupply low cash/JP & RP

• Analyzing ATM/BNA machine performance and suggestingimprovement.

3 Help desk Services which include the following:a. Provide resources at Bank's office of CO: DIT Bangalore as a

single point of contact on all working days of the branch from 8.00AM to 8.00 PM <Working hours>. At any point of time, 2 resourcesshould be available during the working hours.

b. Provide resources at 8 FGMOs Bank's offices as a single point ofcontact for reporting, follow up and co-coordinating amongstBranches, ROs, FGMOs and DIT on all working days of the branchfrom 8.00 AM to 8.00 PM <Working hours>. At any point of time, 1resource should be available during the working hours.

c. Should support Bank's ATMs/BNAs of different brands andmodels

d. Support Bank's Switch 1ST current version (7.6.1) and futureversion(s) or any Switch if Bank procures in future.

e. Support Bank's network as also connectivity from VSAT network,through third party service providers, provided to Off-siteATMs/BNAs.

f. Implement a system which should be auto driven and capable ofidentifying faults proactively on real time basis and initiateresolution process.

g. Assign Ticket number on fault detection, update the ticket andescalate respective teams as per escalation matrix. On resolutionof the fault, close the ticket

h. All Tickets are to be tracked through a automated process andwherever tickets could not be resolved as per the agreed timelines, are to be escalated for early resolution

i. Ticket history must be maintained for a minimum period of oneYear

j. Triggering alarm on incidents of unusual nature like tampering byuntoward elements, supervisory activities at un-usual times otherthan the pre-defined times etc., are to be brought to the notice ofthe concerned authority.

k. Automatic monitoring of exceeding level of thresholds to pre-emptProblems like - Dispenser failure - PIN failure - Card readermisreading - Communications failure - Journal printer failure

I. 24*7 Help Desk with Toll free number to report ATM/BNA relatedproblems

m. Receive telephone call from Branches, Bank's administrativeJ.,..1':""'::;:S==y=ln~::::::i~"'_ offices, inspectingl auditing authorities, related vendors,~~~~nk's/other customers etc., identify the caller, log and create theI/~f y~'dent ticket and assign the incident priority.

I tsengaluru f~~

5iO 047 ;.j

.~~#, l'Iir!ftr Cot<;P~

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n. Managing all channel partners and other service providers.

4 EJ Pulling Services:a. Bidder to ensure EJ pulling from the ATM/BNAs at specified

time as per Bank's specifications.b. ATM/BNAs-Wise EJs pulled are to be spooled separately and

pushed to the Bank's designated server on daily basisc. Bidder"s system to provide log of events taken places while

pushing the EJs to Bank"s server, with details name of the file,Date, Time of the activity etc

d. ATM/BNAs-wise EJ data should be made available for aminimum period of six months. The EJ data may be purged bythe Bidder after seeking confirmation of the Bank, after takingnecessary Backup.

e. Loading of EJ agents or any other applications to be done bythe bidder without any extra cost to the bank

f. Bidder has to ensure that he has back-to-back arrangementwith OEM for EJ agent maintenance.

5 Content Management Services:Bank provides list file/files as and when the same are to be loaded tothe specified locations in ATMs/BNAs.

I. Bidder to copy files provided by the Bank to the specifieddirectory locations in the ATMs/BNAs

II. File loading activity is to be initiated as per the instructions ofthe Bank.

III. Software should have ability to manage and support multibrands ATMs/BNAs. There shouldn't be any additional chargefor monitoring/managing new make of ATMs/BNAs.

IV. Software should be capable to screen changes dynamically.V. Software should be able to initiate and control adverting

campaign.VI. Software should be able to provide proper audit trail of all the

software installed and uninstalled.VII. Software should support TCP/IP and for both OS/2 and

Windows.VIII. Software to work inWindows and Linux environmentsIX. Software to run on VSATs, Radio frequency, COMA, Leased

Lines or ISDNX. Any other requirements related to content management from

time to time.XI. The software to be installed for above said activity in

ATMs/BNAs should have perpetual license right in favor ofBank for all the ATMs/BNAs.

Video camera maintenance. monitoring and backup of logs:a. Monitoring of functioning of Digital Video Recording, CC TV

cameras at all ATMs.

6

Maintenance of Backup at OFF site location for a minimumperiod of 6 monthsCentralized Image pulling of DVSS images in case ofrequirement.

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SI ATM Managed serviceNo

Comply Deviation(YIN) ,if any

7 Monitoring Tool for Bank Teama. Providing web access to RO/FGMO to know the status from the

offices.b. An URL based web utility to be provided to the controlling office

to check the status of ATM/BNA at real time.c. The Monitoring tool should have facility to allow the bank team

to generate reports providing the list of each CD which wasdown on a particular day, with time from which the ATM/BNAwent down to time by which ATM/BNA was up and running,detailing the reason for the down time and the call logged timewith the FLM/SLM party.

d. The report should provide each incidence of down time for anATM/CD/BNA as a separate row.

e. The facility should be able to generate the report on adaily/monthly or quarterly basis as the need be.

f. The system should be able to inform whether the transactionwas successful, declined suspected or otherwise.

g. Approximately 150 users will use the site with 70 concurrentusers.

- III.

~~

SYnd!C~

/~

8 REPORTS: Reports that need to be provided to the Bank by thebidder as per Bank's requirementIllustrative list of reports required at different frequencies arementioned below:A.) Daily

I. Report of Critical issues with details of escalationsII. Report on Downtime on account of all Third Party

Equipments/Components INetworks of previous day withFaults, follow-up, escalation and final resolution

III. 24/48 hours Down Report with ReasonsIV. Current Status Reports - once in 4 hours giving details of

ATMs down with reasonsV. Report on unresolved issuesVI. Cash recommendations, ATM/BNA-wise and consolidated for

optimum cash replenishmentVII. List of cash-out ATMs for non adherence of Cash

recommendationsVIII. Performance report of Priority ATMs/BNAsIX. Report of ATM/BNA-wise EDC tallying based on CountersX. Report of details of ATM/BNA transactions, ATM/BNA-wise

B.) Weekly ReportsI. Report of non-critical issues with details of escalationsII. Report on availability of ATM/BNA services for the weekIII. Report on ATMs/BNAs down during the week with reasonsIV. List of ATMs/BNAs which were out-of-service for more than 2

hours with reasonsC) Monthly Reports

I. Performance of Managed Services with a particular referenceto time taken to resolve the problems/faults

II. Analysis on availability of ATM/BNA services, down time andsuggested means to improve availability to keep the down timeat minimal level.Consolidated Cash Out Report with full details ATM/BNA-wiseConsolidated Report on ATMs/BNAs down - with reasons likenetwork failure, hardware failure etc., ATM/BNA-wise

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SINo

V. Analysis of Optimum cash recommendations and instances ofcash-outs.

VI. Performance of the priority ATMs/BNAsVII. Performance reports on: each of the Services opted by the

Bank.VIII. List of ATM/BNA-wise calls forwarded to third party

vendors/service providersIX. List of calls escalated to BankX. Review report of hardware performance and service providers"

performance in relation to SLAsXI. Report on Chronic ATMs/BNAs with repeated down timesXII. Report on different ATM/BNA OEM's vendors SLA and

Performance reviews, including exceptions for SLAs of allconnected service providers

XIII. Any other report as sought by the Bank from time to time


ATM Managed service

Optional Services Requirements

9 First Level Maintenance:Bidder to provide FLM services on 24*7*365 basis which include thefollowing:

• Clear paper jams on Receipt Printer and Journal Printer• Cleaning Card Reader on a pre determined basis.• Cleaning and clearing media transports to ensure high uptime of

ATMs.• Basic remedial maintenance.• To ensure functioning of Video Surveillance Camera by checking

the live recording at least once in two days.• Take Backup of the captured images on an additional Hard disk

provided by the Bank on regular intervals(Weekly/Forthnightly)and give it to Bank under acknowledgement

• Maintain a log of the activity undertaken with date and time.Centralized Monitoring System with features like Dash Boarddisplaying status of ATMs with drill down facility. Access to oneuser per regional office should be given with additionalrequirement for new ROs in the future.

• Populating and refilling of flyers, brochures and other marketingmaterials at the ATMs as requested by bank from time to timebasis.

• Monitoring and reporting of site condition of ATMs/BNAs and otherequipments/ lighting related problems to the representative/linkbranches.

• The local LAN issue at the ATM/BNAsite will be the responsibilityof the FLM. Vendor to attend the Local LAN issues and replace thePatch Cord in case of requirement. The cost of patch cord will notbe charged to Bank.

10 Consumable Replenishment:Ensure that adequate quantity of consuniables suitable forATMs/BNAs of different Brands/Models are made available to the

. ATM/BNA, sufficient enough, till the time replenishment activity is~~ taken up next time, without any quantitative limit.

~ ~ ~~ idder to ensure that consumables mentioned below are as per theI~i(eef'9S,n1'" ,; ...~~spectiveATM/BNAvendor's specifications and are not dried out or~ 560 v JdiJ onsumable level does not go below the Minimum level set for the

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SlNo


Device.

a. Receipt printer paper (thermal/non-thermal) with the Bank'sName/logo printed in the front and prescribed message printed atthe Back

b. Journal printer paper with a retention period of a minimum SevenYears.

c. Ribbon/ink cartridge for Receipt Printerd. Ribbonllnk cartridge for Journal Printer

Maintain a log of the above activity undertaken with date and time.11 House-keeping and Site Maintenance includes the following:

a. ATM/BNA lobby and the surroundings are cleaned at least twice aday

b. ATM/BNA Lobby is mopped up at least twice a dayc. Glass Doors and the front panels are cleaned dailyd. BaskeUBinsused for collecting waste paper are emptied dailye. Writing desk/platform used by the customer are cleaned dailyf. No unwanted materials, like cleaning Materials etc., are kept/

stored inside the lobby.g. Ensure that closing mechanism of rolling shutters and main glass

door is properly working and suitable action initiated wherevernecessary

h. Advertising/Promotional material is suitably segregated and neatlyarranged at the space/ holders provided. Inform Bank, if theadvertising/promotional material is to be replenished.

i. Glow sign / Display board is cleaned at least once in 15 daysj. Proper working of lighting arrangements in the ATM/BNA lobby

and Glow sign board is to be monitored and non-functioning if any,to be reported to Bank

k. Ensure proper door alignment and door closing. For any problemrelating to door alignment (including floor spring) is to berepaired/replaced

I. Ensure proper working of Air conditioners with timer switching, foralternative functioning of Ncs at preset intervals and suitableaction initiated wherever necessary

m. Ensure proper working of UPS systems and suitable actioninitiated wherever necessary.

n. Maintain a log of the activity undertaken with date and timeo. Any repair/rework of the ATM/BNASite interiors, not covered in the

scope, are to be brought to the notice of the Bank in writing forrectification.

Submit the feedback-form duly signed by the Branch head, gradingquality of the services in categories likeExcellenUGood/Satisfactory/NotSatisfactory

12 Cash Management and Replenishment Services includingreconciliation of physical Cash with EJ with vaulting facilitywherever required by the Bank. Bidder may take up these serviceson its own or may employ a recognized third party, shall be referred toas Agents, The agents must have a minimum of three yearsexperience in "Cash Management, Replenishment Services andATM/BNA Cash tallying services". Any subsequent addition/deletion in

~~~:=-;-~=nd:::::;c:b.~lhelist of Agents be informed to the Bank from time to time.It? ' ~ ~, replenishment services including end to end Cash reconciliation

~~~;~~p of68


51No

a. ATM cash forecasting. Bidder should be able to do Dynamicforecasting based on past trends.

b. Bidder should provide for a Cost Optimization software forreducing Dead Cash.

c. Bidder should use an approved tool/software which should befully automated having no manual intervention.

d. Recommend cash order to Agents

e. Appropriate CRA Scheduling based on predictive cash analysisf. Pro-active Cash-out warning

g. Emergency cash order handlingh. Managing Seasonal requirements

i. Tracking delivery of cash from Pickup to Loading

j. Doing "what if' simulation and analysis for recommending thebest case

k. Analyzing performance of ATMs/BNAs outsourced and suggestsimprovements, if required.

C) Cash Pickup and Loading Activities:a. Bidders to follow guidelines issued by Local Authorities/RBI with

regard to housing the Cash Chest, cash handling, transportationof cash from one location to another, security precaution etc.

b. Ensure that Cash-in-transit agencies have operationalexperience in handling ATM/BNA cash replenishment.Bidder to estimate the cash requirements for each ATM/BNAbased on the Cash dispensing pattern after taking intoonsideration the ensuing Bank/Public holidays, seasonalequirements etc.


ATM Managed service

and branch Cash reconciliation for ATMs/BNAs which are to beoutsourced for cash replenishment.

Confirmation need to be given for the following:A) Vault Facilities:

Furnish details of centre wise vault facilities as per annexure-F -1 andF - 2 after mapping the bidder's/Agent's locations with Banks ATMs/BNAs locations:Confirm availability of the following at VAULT:

a. Availability of Video Surveillance facilityb. Availability of security alarm systemsc. Whether vans are equipped with security equipment as per the

local Law enforcing authorityd. Whether Armed guards are recruited as per the Law enforcing

authority.e. Whether Employees are subject to police verification and

antecedent verificationf. Whether short arm firearms are used or traditional long arm

weapons by the security menB) Cash Management activities: Confirm the availability of

facility of

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51No


d. Bidders/their Agents are required to pick up cash from thedesignated Branch/Currency chest during Business hours of theBranch/Office.

e. Once cash requirements are assessed, give advanceinformation a day before or at least two hours, to the designatedBranch/Currency Chest and the approx time by which thedelivery of cash is going to be taken. The cash in any case hasto be picked up during the business hours of the Branch/office.

f. Bidder to count the cash and then take delivery of cash.Mismatches if any, are to be brought to the knowledge of theconcerned at the time of taking delivery of the Cash. Also,Mutilated/Forged/Soiled notes, if any, are to be identified whiletaking delivery of the cash and be brought to the notice of theconcerned.

g. CRA will download the JP prints from the ATM/BNA and willdeliver it on to the Link Branch on the next day with properindication of date and sequence number, whenever cashreplacement is done along with other daily reports and keeprecord for the same and submit to Card Center on monthly basis.CRA will also confirm Cash loading to the currency Chest /IinkBranch.

h. Bidder is required to load the cash directly to ATM/BNA withinthe shortest possible time and excess cash if any, should beremitted back to the Branch/Office from where it was picked. Inexceptional cases, Bidders has to hold the cash in their chest.The cash so held in the Bidder's chest should be loaded to theATM/BNAor should be remitted back as soon as theBranch/Office opens on the following working day.I. Cash taken for loading to various ATMs should be insuredcomprehensively covering all the perils and copy of theinsurance policy to be submitted to the Bank.

II. Bidder to submit, by the end of the day, a statement givingdetails of Cash taken, Cash loaded to ATMs, Cash remittedback, Cash held in their chest etc., as per the proformaspecified by the Bank, for cash reconciliation purposes.

III. Any shortage of physical cash in the ATM/BNA shall be to theaccount of the Bidder.

IV. With regard to cash loading the procedure as given by theBank from time-to-time needs to be followed.

Bidders to confirm having noted above and give undertakingcompliance for

a. Having noted the details mentioned under Cash Pick up andLoading Activities

b. Undertaking activity by own arrangements or through a thirdparty agency

~~oi~te 8. . Insure cash in transit and in vault for all the perils.

~~~~;'" eplenish cash as many times as required per day/per month.~I ~~~~:'1 aiij ter to provide charges for the Cash reloading cycle slab

. tI ~c:.~~~ J§~. g

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0-89-1213-16

>16e. Cash pick-up and transportation shall be in secure and

armored vehiclesf. To do a full ATM/BNA terminal status check during cash

loading activityg. Bidder to have an auditable settlement and reporting systemh. Physical CASH Tallying: Bidder to Tally ATM-wise EJC with

the following details• ATM Counter-wise:• Previous Day's Balance• Cash Dispensed• ATM Closing Cash.• PHYSICAL CASH IN ATMIBNATO TALLY WITH

CLOSING CASH AS PER COUNTERS• Report of transactions taken place from the previous

tallying giving details like Date of Txn, Time of Txn, Trace,Card number, Account number, Response code,. Amount.

• TOTAL OF THE ABOVE REPORT TO TALLY WITHCASH DISPENSED AS PER COUNTERS

Note: All extant statutory guidelines with regarding to cashreplenishment should be followed by the service provider. Incase of Forged Currency Note or short of cash the Bidder has toindemnify the Bank. The word "CRA" is used above should betreated as "MS Vendor".

13 Second Level Maintenance:Bidder to have capability to undertake maintenance services ofATMs/BNA installed in the Bank's networkA) Maintenance Services

1. Remedial Maintenance• In the event that the ATM/BNA requires RemedialMaintenance the Bidder shall carry out repairs and/oradjustments to the ATM/BNA in order that it berestored to the optimum operating level.

• Remedial Maintenance shall include the provision oflabour, service parts as deemed necessary by theBidder, and traveling cost at no charge to Bank.

2. Preventive Maintenance• Preventive Maintenance shall be provided to ensurethat the ATM/BNA is maintained in good operatingcondition facilitating

• ATM/BNA transactions during the term of theAgreement and includes the provision of labor,service parts and travelling time at no charge toBank.

• Preventive Maintenance may be scheduled at a timeconvenient to both parties. The Bidder shallperform quarterly preventive maintenance and areport based on Call data will be submitted to theBank on monthly basis. The Bidder shall provide

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schedule of PM in advance.3. Hardware Modifications

• Hardware modifications may be made to enhancethe reliability/versatility of the ATM/BNA inconsultation with the Bank and shall include theprovision of service parts, labor and_traveling timeat no additional charge to Bank.

B) SERVICE PARTS• Service parts supplied in performing Remedial or

Preventive Maintenance shall be new andequivalent or better in quality and should besupplied by the OEM. Such parts fitted by theBidder to the ATM/BNA shall become the propertyof Bank.

• Service parts removed or replaced by the Bidder shallbecome the property of the Bidder.

• Old Parts replaced under T&M Service, excludingthe parts replaced under the T&M AdvanceExchange program will become the property of theBank.

C) MAINTENANCE SERVICE EXCLUSIONS• SLM does not cover if the ATM/BNA is

damaged by any of the following factors: ForceMajeure as mentioned in this Tender document,vandalism, water, accident. Such ATMs/BNAsshould be repaired on the basis of actual cost ofreplacement of the required parts, as approved bythe Bank on case to case point.

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Annexure-JCOMPANY PROFILE

1. Name of the Company:

2. Address of Registered Office 1Head Office:

3. Phone Number (with STD Code)

4. Fax Number

5. E-mail id

6. Constitution (Public Ltd Co., 1 Pvt Ltd Co.! Partnershipl Proprietary Concern etc)

7. Date of Establishment:

8. Name of Chief Executive:

9. Name of Contact Person and Phone No:

10. Location of Factory, if applicable:

11. Line of Activity:

12. Products Developed 1Serviced (Attach product literature)

13. Details of Quality Certifications Obtained for the Company & its Products, such as ISO-9001: 2000 etc. (attach Xerox copies).

14.Total Number of Employees:


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ANNEXURE-KRULES FOR REVERSE AUCTION

SI. Particulars Details

1. BUYER NAME Syndicate BankCorporate Office: DITNGV Shopping ComplexII Floor, National Games VillageKoramangalaBangalore - 560047

2. Name: Mis e Procurement Technologies Ltd.Address:

AUCTION TO BE NO.10/2, Narendra Plaza, Universal Business Centre,CONDUCTED BY Victoria Road, Bangalore - 560 047

(SERVICE PROVIDER) Phone No : 080 - 4031176Fax: 080 - 4031 6201

Ahmedabad Address:Name: Mis e Procurement Technologies Ltd.A-201, Wall Street - 2, Ellis bridge, Ahmedabad - 380 006Phone: 07940230816/41072518/517/519/520/521Fax: 07940016876Contact Persons:Ms. Poonam Rathore - [email protected]

3. WEBSITE ADDRESS htt!;2s:lIsyndicatebank. abc!;2rocure.comFOR REVERSE Auction Date : Will be Intimated

AUCTION Online Initial Sealed Bid Time: Will be IntimatedOnline Reverse Auction Time: Will be Intimated

DATE OF AUCTION (With extension as applicable)4. DOCUMENTS Rules and Terms & Conditions of Reverse Auction:

ATTACHED Compliance Statement (Annexure-K - 1)Price Bid Confirmation (Annexure-K - 2) to be submitted by L1Bidder

Online Reverse Auction

Bank desires to make use of Online Reverse Auction for various procurement processes at itsCorporatel Regional Offices to get the most competitive price from the participating technicallyqualified suppliersl bidders.

Reverse Auction event will be carried out among the Technically Qualified Bidders, forproviding opportunity to the Bidders to quote the price dynamically for the procurement forwhich RFP is floated.

PROCESS OF REVERSE AUCTION:

a) Bank will engage the services of a Service provider for conducting Online Reverse Auction onbehalf of the Bank.

b)

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Ref: RFP 221/CO: OIT/AMS/rkh 12112/2016

d) Rules like event date and time, start price, bid decrement, extensions etc., will becommunicated for compliance by the Bidder.

e) For creating necessary obligations and rights, the Service Provider will also enter into anagreement with each Bidder for this purpose.

f) The Service Provider will provide all necessary training and assistance beforecommencement of online bidding on Internet. Service Provider 1auctioneer is responsible forconducting training to all technically qualified Bidders participating in the reverse auction andbidding process. Bidder may contact the Service Provider in this regard.

g) Wherever it is considered necessary and asked by the Bidders or as decided by theauctioneer or by Bank, a mock auction may also be conducted for the benefit of all concerned.

h) Each Bidder shall participate in the trainingl mock auction at his 1 their own cost.

i) Bidder 1Authorised representatives of the Bidders named in the authorization letter given bythe Bidder shall be given with a unique user name, password by the Service Provider 1auctioneer. Each Bidder 1Authorised representatives shall change the password after receiptof initial password from Service Provider.

j) Reverse auction will be conducted on scheduled date & time and the same shall becommunicated in advance.

k) Bidders have to submit the compliance form in the prescribed format, if any, provided byService Provider before start of Reverse Auction. Without this the Bidder will not be eligible toparticipate in the event.

I) Bidder is required to give their indicative price to the Bank during the online sealed bid beforeconducting reverse auction. Timings of the online sealed bid will be intimated by the Bank inadvance to the technically responsive bidders.

m) Start price for the Reverse Auction will be notified by the Bank.

n) All the bids made from the Log-in 10 given to Bidder will be deemed to have been made by theBidder to whom Log-in 10 and password were assigned by the Service Provider 1auctioneer.

0) Any bid once made through registered Log-in 10 1 password by the Bidder cannot becancelled. The Bidder, in other words, is bound to supply the items as per the RFP at the bidprice offered during the Reverse Auction.

p) Every successive bid by the Bidder being decremental bidding shall replace the earlier bidautomatically and the final bid as per the time and Log-in 10 shall prevail over the earlier bids.

q) The Bank shall conduct the reverse auction as per the Standard English reverse auction, thatis, no two bids can have identical price from two different Bidders. In other words, there shallnever be a "Tie" in bids.

r) The minimum time limit for Online Reverse Auction is 30 minutes only.

s) At the end of reverse auction event, the lowest Bidder value will be known on the network.

t) All Bidders have to fax/email the duly signed filled-in prescribed format along with break-up as~====:..... provided on case-to-case basis to the Bank within 24 hours of auction without fail.

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v) The reverse auction will be treated as closed only when the bidding process gets closed in allrespects for the item listed in the tender.

w) The Service Provider at the end of each Reverse Auction shall provide the Bank with all detailsof the bids and reports of Reverse Auction.

x) Bank's decision on award of Contract shall be final and binding on all the Bidders.

Rules and Terms & Conditions of Reverse Auction

Online Reverse Auctions are carried out under the framework of a set of rules. Followingare the 'Rules and Terms & Conditions' of Online Reverse Auction:

1. Definitions:

"Bank" means Syndicate Bank"Service Provider" means the third party agency 1 company who have been selectedby the Bank for conducting Reverse Auction."Bidder" means the party or his authorised representative who has participated in the RFP 1Tender Process, Technically qualified, having valid Digital Certificate, and willing to complywith all the instructions and terms & conditions of RFP."L1" means the Bidder who has quoted lowest price in the Reverse Auction process."L2" means the Bidder who has quoted second lowest price in the Reverse Auction process.

2. Eligibility of Bidders to participate in Reverse Auction:

2.1. Bidders who are technically qualified in terms of the relative Terms & Conditions of theRFP and accept the Rules and Terms & conditions of Reversion Auction and submit theundertaking as per the prescribed format in Annexure-K -1 can only participate inReverse Auction related to the procurement for which RFP is floated.

2.2. Bidders not submitting the above undertaking or submitting the same with deviations 1amendments thereto will be disqualified from further evaluation 1 participation in theprocess of relevant procurement.

2.3. Bidders should ensure that they have valid digital certificate well in advance toparticipate in the Reverse Auction. Bank and 1 or Service Provider will not beresponsible in case Bidder could not participate in Reverse Auction due to nonavailability of valid digital certificate.

2.4. Bidders participating in Reverse Auction shall submit the following duly signed by thesame Competent Authority who signs the offer documents in response to the RFP floatedby Bank.

2.4.1. Undertaking letter for acceptance of Rules for Online Reverse Auction and Letterof Authority authorizing the name/s of officialls to take part in Reverse Auction asper the format Annexure-K -1 (Compliance Statement)

2.4.2. Agreement between Service Provider and Bidder. This format will be given bythe service provider prior to announcement of Reverse Auction.

3. Training:

3.1. The Service Provider shall impart training on the Reverse Auction to representatives ofall eligible Bidders for participation in Reverse Auction.

3.2. All rules & procedure related to Reverse Auction will be explained during the training.

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3.3. The Bank! Service Provider may also conduct a "Mock Reverse Auction" to familiarisethe bidderls with Reverse Auction process.

3.4. Date, Time, Venue etc. of training will be advised at appropriate time.

3.5. Eligible Bidder 1 his authorized nominee has to attend the training as per the scheduleand at the specified venue at his 1Bidder's own cost.

3.6. No request from the Bidders for change in training schedule andl or venue will beentertained.

3.7. However, Bank reserves the right to postpone 1 change 1 cancel the training schedulefor whatsoever reasons without assigning any reasons thereof, even after itscommunication to eligible Bidders.

3.8. Any Bidder not participating in the training process will do so at his own risk and it shallnot be open for him to make any complaint 1grievance later.

4. Reverse Auction Schedule:

4.1. The date & time of commencement of Reverse Auction and its duration of time shall becommunicated to the technically responsive Bidders prior to the Reverse Auction date.

4.2. Bank reserves the right to postpone 1 change 1 cancel the Reverse Auction event evenafter its communication to Bidders without assigning any reasons thereof.

4.3. Reverse Auction will normally be for a period of 30 minutes. If a Bidder places a bid pricein last 10 minutes of closing of the Reverse auction, the auction period shall getextended automatically for another 10 minutes. In case there is no bid price in the last10 minutes of closing of Reverse Auction, the auction shall get closed automaticallywithout any extension.

4.4. The time period of Reverse Auction & Maximum number of its extensions & time aresubject to change and will be advised to eligible Bidders before the start of theReverse Auction event.

4.5. During English Reverse (no ties) Auction, if no bid is received within the specified time,the Bank, at its discretion, may decide to revise Start price 1 scrap the reverseauction process 1 proceed with conventional mode of tendering.

5. Bidding Currency: Bidding will be conducted in Indian Rupees (~.).

6. Price Schedule:

AMS facility will be tested through Test environment and then shall be moved to Production. Thesolution will also be tested through Disaster Recovery site. The licensing, if any, should includevarious installations mentioned here. No additional charges I management fee of any kind willbe paid I reimbursed.

I. PRICE SCHEDULE (Amount in f.)

PARTICULARS No. Of ATMI BNAs Rate

xxx

2 3Total =

ptional Services Items 1000 xxx xxx

Mandatory Services Items 4764 xxx

Grand Total

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Other Terms & Conditions:1) Bank mayor may not opt for all the services mentioned above. Also, total no. of ATMs/BNAs

and the events may change at the time of awarding the contract and the payments shall bemade based on the actual services opted by the Bank, for the actual no. of ATMs and for theactual no. of events. The figures indicated above in column no. 3, 4 and 5 of Price Scheduleare for the purpose of evaluation and for 'L1 Determination' only.

2) The prices quoted by successful Bidder shall be valid for a period of three years from the dateof commencement of AMS services.

3) In case of discrepancy between Total Bid Cost for L1 Determination' and Total Cost arrived onthe unit prices, then the unit prices shall prevail.

4) In case of discrepancy between averages mentioned in horizontal/vertical columns and theaverage arrived based on the unit prices, then the unit prices shall prevail.

5) Bidders to invariably quote for all the items in the Price Schedule (P1) and Column-6 and 7 ofthe Price Schedule should not be left blank. In case any service is offered free of cost, then therespective column be filled as 'Nil'.

6) Bidders are required to give full description of the 'Other charges in Column-L of P1', if anyquoted by them. Bank at its discretion will decide whether such charges quoted by the Bidderare falling within or outside the scope and whether to be considered for the evaluation of L1.

Notes:

a. The bidder has to quote the above prices in Indian rupees only, excluding taxes andinclusive of duties.

b. L1 status is determined based on 'GRAND TOTAL'.c. Sales TaxI Service Tax I VAT/GST, at actual, is payable extra. However both VAT and

Service Tax will not be paid on any item or component thereof.d. The prices quoted should be valid for one year from the date of acceptance of purchase

order.e. Irrespective of the Bidder's Service Level Agreement with Original manufacturer, at cost or

otherwise etc., the Bidder has to strictly adhere to the service support terms & conditions ofRFP.

7. Start Price:

7.1 Bidder needs to give their indicative price to the Bank during the ONLINE SEALEDBID. Timings of the online sealed bid will be intimated by the Bank in advance.

7.2 Bank shall determine the Start Price for Reverse Auctiona. On its own and I orb. Based on the indicative price band information on Grand Total as per our priceschedule received during the ONLINE SEALED BID, orc. Bank may determine the start price on the basis of the lowest quote of indicativecommercial bids received during ONLINE SEALED BID.

7.3 .The start price of an item in Online reverse auction is open to all.

7.4 The start price of an item in Online reverse auction is open to all the participatingbidders. Bidders are required to start bidding after announcement of Start Price anddecrement amount. Any bidder can start bidding, in the Online reverse auction,from the start price itself. Please note that the first Online bid that comes in thesystem during the Online reverse auction can be equal to the auction's start price,or lesser than the auction's start price by one decrement, or lesser than theauction's start price by multiples of decrement. The subsequent bid that comes in tooutbid the L1 rate will have to be lesser than the L1 rate by one decrement value orin multiples of the decrement value.

Decremental Bid Value:

J.\-,"*;""""',;y 8.1.• en!afurt,

~

The bid decrement value will be specified by Bank before the start of Reverse

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Auction event. It can be a fixed amount or percentage of Start Price or bothwhichever is higher.

8.2. Bidder is required to quote his bid price only at a specified decremented value, whichmay be informed, to the technically responsive bidders during reverse auction.

8.3. Bidder need not quote bid price at immediate next available lower level, but it can beeven at 2 1 3 1 4.... level of next available lower level.

8.4. Bid decrement value shall be informed to the technically responsive bidders.9. Web Portals and Access:

9.1. ReverseAuction will be conducted on a specific web portal meant for this purposewiththe help of the Service Provider identifiedby the Bank.

9.2. Service Provider will make all necessary arrangement for fair and transparentconduct of Reverse Auction like hosting the web portal, imparting training toeligible Bidders etc., and finally conduct of Reverse Auction.

9.3. Bidders will be participating in Reverse Auction event from their own office 1 placeof their choice. Internet connectivity and other paraphernalia requirements shall have tobe ensured by Bidder themselves.

9.4. In the event of failure of their Internet connectivity (due to any reason whatsoever itmay be):

9.4.1. It is the Bidders responsibilityl decision to send fax communication immediately toService Provider furnishing the bid price, they want to bid Online, with a request toupload the faxed bid price online so that the service provider will upload that priceOnline on behalf of the Bidder.

9.4.2. It shall be noted clearly that the concerned Bidder communicating this price toService Provider has to solely ensure that the fax message is received by ServiceProvider in a readable 1 legible form and also the Bidder should simultaneouslycheck up with Service Provider over phone about the clear receipt of the bid pricefaxed and the service provider has entered the same in the system.

9.4.3. It shall also be clearly understood that the Bidder shall be at liberty to send suchfax communications of prices to be uploaded by Service Provider only before theclosure of Reverse Auction time and under no circumstances it shall be allowedbeyond the closure of Reverse Auction event time.

9.4.4. Such Bidders have to ensure that the Service Provider is given reasonable time bythe Bidders, to upload such faxed bid prices online and if such required time isnot available at the disposal of Service Provider at the time of receipt of the faxmessage from the Bidders, Service Provider will not be uploading the bid prices. It isto be noted that neither the Bank nor the Service Provider will be responsiblefor these unforeseen circumstances.

9.5. In order to ward-off such contingent situation:

9.5.1. Bidders are advised to make all the necessary arrangements 1 alternatives such asback-up power supply, whatever required so that they are able to circumvent suchsituation and still be able to participate in the reverse auction successfully .

.2. Bidders are requested not to wait till the last moment to quote their bids to avoid anysuch complex situations.

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9.5.3 Failure of power at the premises of Bidders during the Reverse Auction cannot bethe cause for not participating in the reverse auction.

9.5.4. On account of this the time for the auction cannot be extended and Bank is notresponsible for such eventualities.

9.5.5. Bank and 1 or Service Provider will not have any liability to Bidders for anyinterruption or delay in access to site of Reverse Auction irrespective of thecause.

9.6. For making the process of Reverse Auction and its result legally binding on theparticipating Bidders, Service Provider will enter into an agreement with each Bidder,before the start of Reverse Auction event. Without this Bidder will not be eligible toparticipate in the event.

9.7. Neither Bank nor service provider 1 auctioneer can be held responsible for consequentialdamages such as no power supply, system problem, inability to use the system, loss ofelectronic information, power interruptions, UPS failure, etc. (Bank shall, however,entertain any such issues of interruptions, problems with open mind and fair degree oftransparency in the process before deciding to stop or extend the auction.)

10. TRANSPARENCY IN BIDS:

All bidders will be able to view during the auction time the current lowest pricein portal. Bidder shall be able to view not only the lowest bid but also the lastbid made by him at any point of time during the auction time.

11. MASKING OF NAMES:

11.1. Bidder will be able to view the following on their screen along with thenecessary fields in Reverse Auction:

i) Opening Priceii) Leading 1 Lowest Bid Price in Auction (only total price)iii) Last Bid Price placed by the respective Bidder.

11.2. Names of biddersl bidders shall be anonymously masked in the Reverse Auctionprocess and bidders will be given suitable dummy names.

11.3. After completion of Reverse Auction, the Service Provider 1 auctioneer shall submita report to the Bank with all details of bid and the original names of the bidders asalso the L1 bidder with his 1 their original names.

11.4 All Bidders have to fax/email the duly signed filled-in prescribed format (Annexure -K - 2) as provided on case-to-case basis to Bank within 24 hours of Reverse Auctionwithout fail. The Original signed Annexure-K - 2 should reach the Bank within 48hours of Reverse Auction without fail.

12. Finalisation of the Successful Bidder:

12.1. At the end of Reverse Auction event Service Provider will provide the Bank allnecessary details of the bid prices and reports of Reverse Auction.

12.2. Upon receipt of above information from Service Provider, Bank will evaluate thesame and will decide upon the winner i.e. Successful Bidder. Bank's decision onaward of Contract shall be final and binding on all the Bidders.

Any variation between the On-line Reverse Auction bid price and signed document

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will be considered as sabotaging the tender process and will invite disqualification ofBidderl vender to conduct business with Bank as per prevailing procedure.

12.4. All Bidders have to give break-up of their last/lowest bid price as per Bill of Materialat the end of Reverse Auction event within 24 working hours without fail.

12.5. Successful Bidder is bound to supply at their final bid price of Reverse Auction. Incase of back out or fail to supply as per the rates quoted, Bank will take appropriateaction against such Bidder and 1 or forfeit the Bid Security amount, debar him fromparticipating in future.

12.6. In case Bank decides not to go for Reverse Auction related to the procurement forwhich RFP is floated and price bids if any already submitted and available with Bankshall be opened as per Bank's standard practice.

13. Bidder's Obligation:

13.1. Bidder shall not involve himself or any of his representatives in Pricemanipulation of any kind directly or indirectly with other suppliers 1 Bidders atany point of time. If any such practice comes to the notice, Bank shall disqualify thebidder 1 bidders concerned from the reverse auction process.

13.2. Bidder shall not divulge either his Bid details or any other details of Bank to any otherparty without written permission from the Bank.

14. Changes in Rules and Terms & Conditions of Reverse Auction:14.1. Any change in the Rules as may become emergent and based on the experience

gained shall be made only by a Committee consisting of Senior Executives of Bank.14.2. Bank reserves the right to modify 1 withdraw any of the Rules and Terms &

Conditions of Reverse Auction at any point of time.14.3. Modifications of Rules and Terms & Conditions of Reverse Auction will be

made available on website immediately.14.4. Modifications made during the running of Reverse Auction event will be informed to

participating Bidders immediately.15. Errors and Omissions

15.1. On any issue or area of material concern respecting Reverse Auction not specificallydealt with in these Rules, the decision of the bank shall be final and binding on allconcerned.

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ANNEXURE-K - 1COMPLIANCE FOR ONLINE SEALED BID AND REVERSE AUCTION

(To be submitted in Company's letterhead by all the Bidders participating in Online sealed Bidand ReverseAuction)

Date:ToThe DeputyGeneral ManagerSyndicate BankCorporateOffice: Departmentof InformationTechnologyNGVShoppingComplexKoramangalaBengaluru- 560047

DECLARATION

1. We (name of the company) hereby confirm having submitted ourbid for participating in Bank's RFP No. dated for procurement of

2. We also confirm having read and understood the terms of RFP as well as the Rules relatingto the Reverse Auction for this RFP process.

3. We hereby undertake and agree to abide by all the terms and conditions stipulated bySyndicateBank in the RFP document including the Rules for Reverse Auction, all annexure,addendum, and corrigendum.

4. We shall participate in the On-line auction conducted by MIs e Procurement Technologies Ltd.(Service Provider) and submit our Commercial bid. We shall agree to enter into anagreement with the Service Provider for making the process of Online Sealed Bid orlandReverse Auction and its results legally binding on us.

5. Bank and Service Provider shall not be liable & responsible in any manner whatsoever forour failure to access & bid in Online Sealed Bid orland Reverse Auction due to loss ofinternet connectivity, electricity failure, virus attack, problems with the PC, any otherunforeseen circumstances etc. before or during the auction event.

6. We understand that in the event we are not able to access the auction site, we mayauthorize Service Provider to bid on our behalf by sending a fax containing our offer pricebefore the auction close time and no claim can be made by us on either Bank or ServiceProvider regarding any loss etc. suffered by us due to acting upon our authenticated faxinstructions.

7. We do understand that Service Provider may bid on behalf of other Bidders as well in caseof above-mentioned exigencies.

8. We also confirm that we have a valid digital certificate with encryption feature issued inthe name of our company issued by a valid Certifying Authority.

9. We shall fax the duly filled in signed Price Bid format as provided in the RFP to the Bankand to the Service provider within 24 hours of end of Online Reverse Auction withoutfail.


11. We, hereby confirm that we will honour the Bids placed by us during the reverse auctionprocess, failing which we shall forfeit the Bid Security. We also understand that the Bankmay debar us from participating in future tenders.

12.We undertake to supply at our final lowest bid price of ReverseAuction. In case of back out ornot supplying as per the rates quoted by us, Bank is free to take appropriate action againstus and 1 or forfeit the Bid Security amount, debar us from participating in future tenders.

13.We confirm having nominated Mr.lMs. ,designated as_______ of our company to participate in the Online Sealed Bid and/or ReverseAuction on behalf of the Company and his Digital signature No. is:------------------------.

14.We accordingly authorize Bank and lor the Service Provider to issue user 10 and passwordto the above named official of our Company.

15. Both Bank and the Service Provider shall contact the above named official for any and allmatters relating to the Reverse Auction.

16. We undertake that the Company shall be bound by the bids made by the above namedofficial of our Company in the Online sealed Bid and Reverse Auction, failing which theBank shall forfeit the Bid Security. We agree and understand that the Bank may debar usfrom participating in future tenders for any such failure on our part.

Signature of the Authorised Signatory with company seal

Name: Mr. IMs. _Company1Organization:Designationwithin Company1Organization:Address of Company1Organization:

Nameof Authorised Representative:Mr. IMs. _Designationof the Authorised Representative: _

Signature of Authorised Representative: _

Verified above signature

Signature of the Authorised Signatory with Nameand Company seal

Date: _

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Ref: RFP 221/CO: DIT/AMS/rkh12112/2016

ANNEXURE-K - 2Price Bid Confirmation

(To be submitted in Company's letterhead by L1 Bidder participated in ReverseAuction alongwith detailed priceschedulestrictly as per RFP format)

Date:ToThe General Manager (IT)Syndicate BankCorporateOffice: Departmentof InformationTechnologyNGV ShoppingComplexKoramangalaBangalore- 560 047

Dear Sir,

SUB: Final 1Lowest Bid Price quoted in ReverseAuction held on inrespect of RFP Ref. No. Dated for procurement of _

We confirm that the final total bid price quoted by us in the captioned Reverse Auction event forcaptioned tender is as under -

Rs. (in figure): _Rs. (in words): _

and we are submitting the detailed price schedule as per RFP.

We confirm that:

We enclose herewith the detailed break-up of above price as per Bill of MaterialORWe undertake to submit the Original duly signed detailed break-up of above bid price as perBill of Material of the subject RFP within 48 hours from the end-of Reverse Auction event.

Any variation between the On-line Reverse Auction bid price quoted by us and this document willbe considered as sabotaging the tender process and will invite disqualification of Bidder/vendertoconduct business with Bank as per prevailing procedure. In such case Bank is free to takeappropriate action and/or forfeit the Bid Security amount and/or debar him from participating infuture.

We are bound to supply at the above final bid price of ReverseAuction.

We note that in case of back out or not supplying as per the above rates quoted by us, Bank willtake appropriate action against us and 1or forfeit our Bid Security amount and 1or debar us fromparticipating in future.

Signature of the Authorised Signatorywith company seal Name_Company1Organization -Designationwithin Company 1Organization_Address of Company 1Organization_Email:Mobile: Tel. No:Fax No:CC: Service Provider:

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ANNEXURE-L

I. TURNOVER AND P&L DETAILS: (Bidders have to submit Xerox copies of auditedbalance sheetlP& L ).

(Amount in ~.)FY Turnover Profit and Loss

2013-142014-152015-16

II. SOLUTION DELIVERED DETAILS:(Bidders have to submit Xerox copies of POs as support documents).

Srl.No PO No and Order placed by (BankiFI Qty Cumulativedate Name) total

III. CLARIFICATIONS REQUIRED in RFP TERMS: (It is to be submitted in worddocument)

SrI. Clause Nol Bidders Request for Banks RevisedNo Pg No RFP Term following Clarifications and amendmentamendments

1

2

3

Date: Signature of Authorised Official with Seal

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ANNEXURE-M(Performance Bank Guarantee Form)

To,Syndicate Bank,Department of Information TechnologyCorporate Office,NGV Commercial Complex, 2nd FloorKoramangala, Bengaluru 560 047

WHEREAS ( ) has undertaken in pursuance of the contract no. dated__ to, inter-alia, supply of as per the contract document ( herein after called"The Contract"), dated __

AND WHEREAS it has been stipulated by you in the said contract that shall furnish youwith a performance bank guarantee by a recognized bank for the sum of Rs. specifiedtherein as security for compliance with the performance obligations in accordancewith the contract.

AND WHEREAS we have agreed to give you the guarantee on behalf of _

THEREFORE WE hereby affirm that we as guarantors and responsible to you, on behalf of____ , up to a total of Rs. and we undertake to pay you, upon your first written demanddeclaring to be in default under the contract and without cavil or argument, any sumor sums within the limit of Rs. as aforesaid, without your needing to prove or to showgrounds or reasons for your demand or the sum specified therein.

This guarantee is valid until the ( Date)

"All rights and obligations arising from this guarantee shall be governed by the laws of Republic ofIndia".

Notwithstanding anything herein above contained including what is stated in clauses thereof, ourliability under this guarantee is restricted to Rs. and shall remain in force until______ . (Date ) Unless a demand or claim under the guarantee is lodged with us inwriting at Bangalore on or before ( Date ), all your rights under said guarantee shallbe forfeited and we shall be relieved and discharged form all liabilities hereunder whether or notthis document is returned.

Place:Date:

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ANNEXURE-OEscalation Matrix

N fCame 0 ornpany: Deliverv Related Issues:SI. No Name Designation Full Phone No Mobile No Fax Email

office addressAddress

First Level ContactSecond Level Contact(if response is notreceived in 24 hours)Regional/Zonal Head(if response is notreceived in 48 hours)Country Head (ifresponse is notreceived in 1week)

N fC S Rid Iame 0 ompam: ervices e ate ssues:SI. No Name Designation Full office Phone No Mobile No Fax Email

Address addressFirst Level ContactSecond LevelContact (ifresponse is notreceived in 4hours)Regional/ZonalHead (if responseis not received in24 hours)Country Head (ifresponse is notreceived in 48hours)

Any change in designation, substitution will be informed to the bank immediately

Signature:Name of Representative:Designation:

Company Seal:

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ANNEXURE-PNON-DISCLOSURE AGREEMENT

This agreement (the "Agreement") is entered into on this __ day of by and between;Syndicate Bank, a body corporate constituted and functioning under Banking Companies(Acquisition and Transfer of Undertakings) Act, 1970 having its Head Office at Manipal and aCorporate Office at Bangalore represented by . herein (hereinafter calledDisclosing Party or the "Bank"),

andwith and address at (the "Recipient" or the "Receiving Party" or the "Company"). The Bankis in possession of certain information defined hereunder as Confidential Information and hasagreed to disclose to the Company the Confidential Information on a strictly confidential basis forthe purpose of(mention the purpose for which the information is required to be shared/aI/owed tobe accessed). 0 u ring the said process, the Bank may share certain confidential or proprietaryinformation with the Recipient. Therefore, in consideration of the mutual promises and covenantscontained in this Agreement, and other good and valuable consideration, the receipt andsufficiency of which is hereby acknowledged, the parties hereto agree as follows:

1. Definition of Confidential Information.(a) For purposes of this Agreement, "Confidential Information" means any data or information

that is confidential or proprietary to the Bank and not generally known to the public, whether intangible or intangible form, whenever and however disclosed, including, but not limited to:

(i) Customer name and other information related to customers(ii) any marketing strategies, plans, financial information, or projections, operations, sales

estimates, business plans and performance results relating to the past, present or futurebusiness activities of such party, its affiliates, subsidiaries and affiliated companies;

(iii) Plans for products or services, and customer or supplier lists;(iv) Any scientific or technical information, invention, design, process, procedure, formula,

improvement, technology or method;(v) any concepts, reports, data, know-how, works-in-progress, designs, development tools,

specifications, computer software, source code, object code, flow charts, databases,inventions, information and trade secrets; and

(vi) Any other information that should reasonably be recognized as confidential information ofthe Bank. Confidential Information need not be novel, unique, patentable, copyrightable orconstitute a trade secret in order to be designated Confidential Information.

The Company acknowledges that the Confidential Information is proprietary to the Bank, has beendeveloped and obtained through great efforts by the Bank and that Bank regards all of itsConfidential Information as trade secrets.(b)Notwithstanding anything in the foregoing to the contrary, Confidential Information shall notinclude information which:(i) Was known to the Company prior to receiving the Confidential Information from the Bank;(ii) Becomes rightfully known to the Company from a third-party source not known (after diligent

inquiry) by the Company to be under an obligation to Bank to maintain confidentiality;(iii) Is or becomes publicly available through no fault of the Company;(iv) is required to be disclosed in a judicial or proceeding, or is otherwise requested or required to

be disclosed by law or regulation, although the requirements of paragraph 4 hereof shallapply prior to any disclosure being made; and

(v) Is or has been independently developed by employees, consultants or agents of theCompany without violation of the terms of this Agreement or reference or access to anyConfidential Information.

2. D· closure of Confidential Information.~I . 'i,: to time, the Bank may disclose Confidential Information to the Company. The Company

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(i) along with its representatives, make use of the Confidential Information solely for thepurpose of the Agreement or such other purposes from time to time agreed or consented toby the Bank as evidenced in writing

(ii) limit disclosure of any Confidential Information to its directors, officers, employees, agentsor representatives (collectively "Representatives") who have a need to know suchConfidential Information in connection with the current or contemplated businessrelationship between the parties to which this Agreement relates, and only for that purpose;

(iii) prior to making any disclosure of such Confidential Information as permitted under thisAgreement, will ensure that the Representatives are under a prior written obligation tomaintain such information confidential and to use such information only for thecontemplated purpose;

(iv) along with its Representatives use such measures and/or procedures as it uses in relationto its own confidential information and trade secrets to hold and keep in confidence anyand all such Confidential information and comply with the terms of this agreement.

(v) not disclose any Confidential Information received by it to any third parties.(vi) be solely responsible for any breach of the terms of this Agreement by any of its

Representatives or the Sub-Contractors and any act or omission by any of itsRepresentatives or the Sub-Contractors which would constitute breach of the terms of thisAgreement and shall take all reasonable measures to restrain such Representatives or theSub-Contractors from unauthorized disclosure or use of the Confidential Information andthat Company acknowledges and agree that Bank shall have right to all its legal remediesdirectly against Company as if such breach is made by the Company itself withoutproceeding at the first instance against Representatives or the Sub-Contractors.

3. Use of Confidential Information.

The Company agrees to use the Confidential Information solely in connection with the current orcontemplated business relationship between the parties as mentioned in this agreement and notfor any purpose other than as authorized by this Agreement without the prior written consent of anauthorized representative of the Bank. No other right or license, whether expressed or implied, inthe Confidential Information is granted to the Company hereunder. Title to the ConfidentialInformation will remain solely with the Bank. All use of Confidential Information by the Companyshall be for the benefit of the Bank and any modifications and improvements thereof by theCompany shall be the sole property of the Bank.

4. Compelled Disclosure of Confidential Information.

Notwithstanding anything in the foregoing to the contrary, the Company may disclose ConfidentialInformation pursuant to any governmental, judicial, or administrative order, subpoena, discoveryrequest, regulatory request or similar method, provided that the Company promptly notifies, to theextent practicable, the Bank in writing of such demand for disclosure so that the Bank, at its soleexpense, may seek to make such disclosure subject to a protective order or other appropriateremedy to preserve the confidentiality of the Confidential Information. The Company agrees that itshall not oppose and shall cooperate with efforts by, to the extent practicable, the Bank withrespect to any such request for a protective order or other relief. Notwithstanding the foregoing, ifthe Bank is unable to obtain or does not seek a protective order and the Company is legallyrequested or required to disclose such Confidential Information, disclosure of such ConfidentialInformationmay be made without liability.

5. Term.

This Agreement shall remain in effect for a * (* duration of the Original Agreement plus 10years) (subject to a one year extension if the parties are still discussing and considering theTransaction at the end of the fifth year). Notwithstanding the foregoing, the parties' duty to hold in

~===~J,(1fidence Confidential Information that was disclosed during term shall remain in effect.-&i_;~~~. itely.

~

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Information would destroy or diminish the value of such information. Therefore, both parties herebyagree that the Bank shall be entitled to injunctive relief preventing the dissemination of anyConfidential Information in violation of the terms hereof. Such injunctive relief shall be in addition toany other remedies available hereunder, whether at law or in equity. Bank shall be entitled torecover Damages consisting a sum equal to the loss suffered by the Bank including loss ofbusiness opportunity, costs of business interruption its costs and fees, including reasonableattorneys' fees, incurred in obtaining any such relief. Further, in the event of litigation relating tothis Agreement, the prevailing party shall be entitled to recover its reasonable attorney's fees andexpenses.

7. Return of Confidential Information.

Company shall immediately return and redeliver to the other all tangible material embodying theConfidential Information provided hereunder and all notes, summaries, memoranda, drawings,manuals, records, excerpts or derivative information deriving there from and all other documentsor materials ("Notes") (and all copies of any of the foregoing, including "copies" that have beenconverted to computerized media in the form of image, data or word processing files eithermanually or by image capture) based on or including any Confidential Information, in whateverform of storage or retrieval, upon the earlier of (i) the completion or termination of the dealingsbetween the parties contemplated hereunder; (ii) the termination of this Agreement; or (iii) at suchtime as the Bank may so request. Alternatively, the Company, with the written consent of the Bankmay (or in the case of Notes, at the Company's option) immediately destroy any of the foregoingembodying Confidential Information (or the reasonably non-recoverable data erasure ofcomputerized data) and, upon request, certify in writing such destruction by an authorized officerof the Company supervising the destruction.

8. Notice of Breach.

The Company shall notify the Bank immediately upon discovery of any unauthorized use ordisclosure of Confidential Information by the Company or its Representatives, or any other breachof this Agreement by the Company or its Representatives, and will cooperate with efforts by theBank to help the Bank regain possession of Confidential Information and prevent its furtherunauthorized use.

9. No Binding Agreement for Transaction.

The parties agree that neither party will be under any legal obligation of any kind whatsoever withrespect to a Transaction by virtue of this Agreement, except for the matters specifically agreed toherein. The parties further acknowledge and agree that they each reserve the right, in their soleand absolute discretion, to reject any and all proposals and to terminate discussions andnegotiations with respect to a Transaction at any time as per the respective agreement. ThisAgreement does not create a joint venture or partnership between the parties. If a transaction goesforward, the non-disclosure provisions of any applicable transaction documents entered intobetween the parties (or their respective affiliates) for the Transaction shall be deemed to becomplementary/supplementary to the provisions of this Agreement and not contrary/derogatory tothe provisions of this Agreement to the extent possible.

10. Warranty.

Each party warrants that it has the right to make the disclosures under this Agreement. NOWARRANTIES ARE MADE BY EITHER PARTY UNDER THIS AGREEMENT WHATSOEVER.The parties acknowledge that although they shall each endeavour to include in the ConfidentialInformation all information that they each believe relevant for the purpose of the evaluation of aTransaction, the parties understand that no representation or warranty as to the accuracy orcompleteness of the Confidential Information is being made by either party as the Bank. Further,neither party is under any obligation under this Agreement to disclose any Confidential Information

~~~~ not to disclose. Neither Party hereto shall have any liability to the other party nor to the~~~~~~' Representatives resulting from any use of the Confidential Information except with1'-a.Ii~~tt" closure of such Confidential Information in violation of this agreement.

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11. Effective Date of the Agreement: This Agreement shall be effective upon its execution byboth the parties.Miscellaneous.This Agreement can only be modified by a written amendment signed by the party againstwhom enforcement of such modification is sought.

b) The validity, construction and performance of this Agreement shall be governed andconstrued in accordance with the laws of (state), India applicable to contracts made andto be wholly performed within such state, without giving effect to any conflict of lawsprovisions thereof.

c) Any failure by either party to enforce the other party's strict performance of any provision ofthis Agreement will not constitute a waiver of its right to subsequently enforce suchprovision or any other provision of this Agreement.

d) Although the restrictions contained in this Agreement are considered by the parties to bereasonable for the purpose of protecting the Confidential Information, if any such restrictionis found by a court of competent jurisdiction to be unenforceable, such provision will bemodified, rewritten or interpreted to include as much of its nature and scope as will render itenforceable. If it cannot be so modified, rewritten or interpreted to be enforceable in anyrespect, it will not be given effect, and the remainder of the Agreement will be enforced asif such provision was not included.

e) Any notices or communications required or permitted to be given hereunder may bedelivered by hand against acknowledgement, deposited with a nationally recognizedovernight carrier against acknowledgement, electronic-mail, or registered post withacknowledgement, in each case, to the address of the other party first indicated above.

f) This Agreement is personal in nature, and neither party may directly or indirectly assign ortransfer it by operation of law or otherwise without the prior written consent of the otherparty And any such assignment without consent will be held void ab initio. All obligationscontained in this Agreement shall extend to and be binding upon the parties to thisAgreement and their respective successors, assigns and designees.

g) The parties and/or their affiliates of whatsoever nature shall not, in any manner, solicitand/or accept any business from sources that have been made available by and throughthe parties hereto, nor in any manner shall access, solicit and/or conduct any business withthe said sources, without specific permission of the Party who made said sourcesavailable. For avoidance of doubt, this restriction shall apply only to business related to theAssignment which is the subject matter of this Agreement and not any other Assignment orbusiness.

h) Paragraph headings used in this Agreement are for reference only and shall not be used orrelied upon in the interpretation of this Agreement.

12.a)

IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the date firstabove written.

SIGNED for and on behalf of:-( Bank)Signature: Name:

SIGNED for and on behalf of :-( Company)Signature: Name:

Title: (Authorized Signatory) Title: (Authorized Signatory)

Witness: Signature: Name: Witness: Signature: Name:

~ddress: Address:

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ANNEXURE-Q

Conformity Letter

Pro-forma of letter to be given by all the bidders participating in RFP 221/CO: DIT/AMS/rkh dated12112/2016 on their official letterheads

ToGeneral ManagerSyndicate Bank,Department of Information TechnologyCorporate Office, 2nd Floor N G V Commercial ComplexKoramangala, Bengaluru 560 047

Dear Sir,

Sub: RFP 221/CO: DIT/AMS/rkh dated 12112/2016.

Further to our proposal dated , in response to the Request for Proposal (hereinafterreferred to as "RFP") issued by Syndicate Bank, we hereby covenant, warrant and confirm asfollows:

We hereby agree to comply with all the terms and conditions 1 stipulations as contained in the RFPand the related addendums and other documents including the changes made to the originaltender documents issued by Syndicate Bank, provided however that only the list of deviationsfurnished by us in 'Annexure L - 3. Clarifications required for this RFP Terms and Conditions' ofthe main RFP document which are expressly accepted by Syndicate Bank and communicated tous in writing, shall form a valid and binding part of the aforesaid RFP document. Syndicate Bankis not bound by any other extraneous matters or deviations, even if mentioned by us elsewhereeither in our proposal or any subsequent deviations sought by us, whether orally or in writing, andSyndicate Bank's decision not to accept any such extraneous conditions and deviations will befinal and binding on us.

Yours faithfully,

Authorized SignatoryDesignation

Page1l40f68


ANNEXURE-RSAMPLE INTEGRITY PACT

Syndicate Bank hereinafter referred to as "The Principal" and_______________________ hereinafter referred to as "TheBidder/Vendor"

Preamble

The Principal intends to award under laid down organizational procedures, contract againstenquiry no for the principalvalues full compliance with all relevant laws of the land, rules, regulations, economic use ofresources and fairness/transparency in its relations with its Bidder (s) and/or vendor(s).

In order to achieve these goals, the Principal will appoint an Independent External Monitor(IEM), who will monitor the tender process and the execution of the contract for compliancewith the principle mentioned above.

Section-I- Commitments of the Principal

1. The principal commits itself to take all measures necessary to prevent corruption andto observe the following principles:-

a) No employee of the Principal, personally or through family members, will inconnection with the tender for, or the execution of a contract, seek or accept, forself or third person, any material or immaterial benefit which the person is notlegally entitled to.

b) The Principal will, during the tender process treat all Bidder(s) with equity andreason. The Principal will in particular, before and during the tender process,provide to all Bidder (s) the same information and will not provide to anyBidder(s) confidential/additional information through which the Bidders (s) couldobtain an advantage in relation to the tender process or the contract execution.

c) The Principal will exclude from the process all known prejudiced persons.

2. If the Principal obtains information on the conduct of any of its employees which is acriminal offence under the IPC/PC Act, or if there be a substantive suspicion in thisregard, the Principal will inform the Chief Vigilance Officer and in addition can initiatedisciplinary actions.

Section-2-Commitments of the Bidder(s)1 Vendor(s)

1. The Bidder(s)/Vendor(s) commit themselves to take all measures necessary toprevent corruption. He commits himself to observe the following principles during hisparticipation in the tender process and during the contract execution.

a) The Bidder(s)/Vendor(s) will not, directly or through any other person or firm,offer, promise or give to any of the Principal's employees involved in the tenderprocess or the execution of the contract or to any third person any material orother benefit which he/she is not legally entitled to, in order to obtain in exchangeany kind whatsoever during the tender process or during the execution of thecontract.

The Bidder(s)/ Vendor (s) will not enter with other Bidders into any undisclosed~ greement or understanding, whether formal or informal. This applies in particular

i '. aengaluru ; 0 prices, specifications, certifications, subsidiary contracts, submission or non-5iO 047 Ii ubmission of bids or any other actions to restrict competitiveness or to introduce

.~ <:fA cartelization in the bidding process.··:::·tt~"

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c) The Bidder(s)/ Vendor (s) will not commit any offence under the relevant AntiCorruption Law of India; further the Bidder(s)/ Vendor(s) will not use improperly,for purposes of competition or personal gain, or pass on to others, any informationor document provided by the Principal as part of the business relationship,regarding plans, technical proposals and business details, including informationcontained or transmitted electronically.

d) The Bidder(s)/ Vendor (s) of foreign origin shall disclose the name and address ofthe Agents/ representatives in India, if any. Similarly the Bidder(s)/ Vendor(s) ofthe Indian Nationality shall furnish the name and address of the foreign principalsor associates if any. All the payments made to the Indian agent/representativehave to be in Indian Rupees only.

e) The Bidder(s)/ Vendor (s) will, when presenting his bid, disclose any and allpayments he has made, is committed to or intends to make to agents, brokers orany other intermediaries in connection with the award of the contract.

2. The Bidder(s)/ Vendor (s) will not instigate third persons to commit offence outlinedabove or be an accessory to such offences.

3. The word "he/his" would include an individual or a partnership or a consortium, whichis a party to this agreement.

Section 3- Disqualification from tender process and exclusion from future contracts.

If the Bidder(s)/ Vendor (s), before award or during execution has committed atransgression through a violation of Section-2 above or in any other form such as to puthis reliability or creditability in question, the Principal is entitled to disqualify theBidder(s)IVendor(s) from the tender process and take appropriate action.

Section 4-Compensation for Damages

1. If the Principal has disqualified the Bidder(s)IVendor (s) from the tender process prior tothe award according to section 3, the principal is entitled to demand and recover thedamages equivalent to Earnest Money Deposit/Bid Security.

2. If the Principal has terminated the contract according to section 3, or if the Principal isentitled to terminate the contract according to section-3, the Principal shall be entitled todemand and recover from the BidderIVendor liquidated damages of the Contract valueor the amount equivalent to Performance Bank Guarantee.

Section 5-Previous transgression

1) The BidderIVendor declares that no previous transgression occurred in the last 3 yearswith any other Company in India and outside conforming to the Til's anti-corruptionapproach including Public Sector Enterprise in India that could justify his exclusion fromthe tender process.

2) If the Bidder/ Vendor makes incorrect statement on this subject, he can be disqualifiedfrom the tender process and appropriate action can be taken ..

Section 6- Equal treatment of all BiddersIVendors

e Principal will enter into agreements with identical conditions as this one with allers and Vendors.

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sign this Pact or violate its provisions.

Section-7- Criminal charges against violating Bidder(s) Vendor(s) I Subcontractor(s)

If the Principal obtains knowledge of conduct of a Bidder, Vendor, and Subcontractor orof an employee or a representative or an associate of a Bidder, Vendor or Subcontractorwhich constitutes corruption, or if the Principal has substantive suspicion in this regard,the Principal will inform the same to the Chief Vigilance Officer of Syndicate Bank.

Section 8- Independent external monitorl monitors.

1. The Principal appoints competent and credible Independent External Monitor for this Pact.The task of the Monitor is to review independently and objectively, whether and to whatextent the parties comply with the obligations under this agreement.

2. The Monitor is not subject to instructions by the representatives of the parties andperforms his functions neutrally and independently. It will be obligatory for him totreat the information and documents of the BidderslVendors as confidential. Hereports to the MD, Syndicate Bank.

3. The Bidder(s)lVendor(s) accepts that the Monitor has the right to access withoutrestriction to all Project documentation of the Principal including that provided by theVendor. The Vendor will also grant the Monitor, upon his request and demonstrationof a valid interest, unrestricted and unconditional access to his projectdocumentation. The same is applicable to Subcontractors also. The Monitor is undercontractual obligation to treat the information and documents of theBidder( s)/Vendor( s)/Subcontractor(s) as confidential.

4. The Principal will provide to the Monitor sufficient information about all meetingsamong the parties related to the project provided such meetings could have animpact on the contractual relations between the Principal and the Bidder/vendor. Theparties offer to the Monitor the option to participate in such meetings.

5. As soon as the Monitor notices, or believes to notice a violation of this agreement, hewill so inform the Management of the Principal and request the Management todiscontinue or take corrective action, or to take other relevant action. The monitorcan in this regard submit non-binding recommendations. Beyond this, the Monitorhas no right to demand from the parties that they act in a specific manner, refrainfrom action or tolerate action.

6. The Monitor will submit a written report to the MD/CEO, Syndicate Bank within 8weeks from the date of reference or intimation to him by the Principal and, should theoccasion arise, submit proposals for correcting problematic situations.

7. If the Monitor has reported to the MD/CEO, Syndicate Bank, a substantiatedsuspicion of an offence under relevant IPC/PC Act, and the MD/CEO, SyndicateBank has not, within the reasonable time taken visible action to proceed against suchoffence or reported it to the Chief Vigilance Officer, the Monitor may also transmit thisinformation directly to the Central Vigilance Commissioner.

8. The word "Monitor" would include both singular and plural.

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same shall be binding and continue to be valid despite the lapse of this pact asspecified above, unless it is discharged/ determined by MD/CEO, Syndicate Bank.

Section 10- Other provisions

1. The agreement is subject to Indian Law. Place of performance and jurisdiction is theCorporate Office of the principal, i.e., Bengaluru.

2. Changes and supplements as well as termination notices need to be made in writing.Side agreements have not been made.

3. If the Bidder/vendor is a partnership or a consortium, this agreement must be signed byall partners or consortium members.

4. Should one or several provisions of this agreement turn out to be invalid, the remainderof this agreement remains valid. In this case, the parties will strive to come to anagreement to their original intentions.

5. In the event of any contradiction between the Integrity Pact and its Annexures, theClause in the Integrity Pact will prevail.

(For & On behalf of the Principal)(Office Seal)

(For & On behalf of Bidder/ Vendor)(Office Seal)

Place .Date .

Witness 1:(Name & Address)

Witness 2:(Name & Address)

---- End of document -----

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