BHARAT SANCHAR NIGAM LIMITED

(A Government of India Enterprise)

2nd Floor, Bharat Sanchar Bhawan, HC Mathur Lane,
Janpath, New Delhi- 110001

Sub: Tender for consolidation of existing CDR datacenters and NIB-P3 data
centers with state of the art Data centres(at Hyderabad and Pune as elaborated in
this tender document) with replacement of all the hardware equipment (except
Battery, IVRS and SSA network elements) installed in existing CDR platform& NIB
P3 Data centers including storage equipment and provide complete end to end
solution with AMC (including renewal of AMC support for existing software, if re-
used) and O&M services vide Tender No. CA/IT-CFA/CDR/T-631/2018 issued on
08.06.2018.

Please find enclosed the tender document in respect above tender which contains the
following.
TABLE OF CONTENTS

SECTION TITLE PAGES

Section 1 Detailed Notice Inviting Tender 2
Section 2 Tender Information 7
Section 3 PART A Scope of work 11
Section 3 PART B (B-1to B-31) Technical Specifications 26
Section 3 PART C Schedule of Requirement (SOR) 525
Section 4 Part A General Instructions to the Bidders 552
Section 4 Part B Special Instructions to Bidders 574
Section 4 Part C E-tendering Instructions to Bidders 576
Section 5 Part A General Commercial Conditions of Contract 582
Section 5 Part B Special Commercial Conditions of Contract 599
Section 5 Part C1 General Conditions of Operation & 614
Maintenance
Section 5 Part C2 General Conditions of AMC 630
Section 6 Undertaking &declaration 658
Section 7 Performa (s) 660
Section 8 Bidders profile &Questionnaire 692
Section 9 Bid forms/Price Schedules 694
Section 10 Security Agreement 814
Section 11 Abbreviation 832

If interested, kindly submit your offers by means of online bids only through Electronic
Tendering at the portal detailed in ‘Special Instructions to Bidders for E-Tendering’ before
11:30 hours of 13/07/2018.

AGM (MMX)
Phone Number - (Off) 011-2371 7844
FAX 011-2371 0198
E-Mail: balajiagmbsnl@gmail.com.

Regd. & Corporate Office : Bharat Sanchar Bhawan, H.C.Mathur Lane, Janpath,
New Delhi-110 001.
Corporate Identity Number (CIN) : U74899DL2000GOI107739
www.bsnl.co.in

1
 SECTION-I

DETAILED NOTICE INVITING TENDER (DNIT)

1. On behalf of Chairman and Managing Director Bharat Sanchar Nigam Limited, digitally
sealed online tenders, on rupee payment basis, are invited in Single Stage Bidding and two
stage Opening using two Electronic Envelops (Techno-commercial bid & Financial bid) from
experienced & eligible bidders for Digitally Sealed e-tender is invited for the supply of
following works -

S.No. Name of the Work Bid Security/Earnest Money

Deposit Amount for the tender
Tender for consolidation of existing CDR
datacenters and NIB-P3 data centers with
state of the art Data centres (at Hyderabad
and Pune as elaborated in this tender
Rs 10 (Ten) Crores
document) with replacement of all the
1
hardware equipment (except Battery, IVRS
and SSA network elements) installed in
existing CDR platform & NIB P3 Data centers
including storage equipment and provide
complete end to end solution with AMC
(including renewal of AMC support for existing
software, if re-used) and O&M services.

Note: The quantity stated in the tender document is estimated quantity and BSNL reserves
the right to vary the quantity to the extent of -25% to +25% of specified quantity without
any change in unit price or other terms & conditions. In exceptional situation where the
requirement is of an emergent nature & it is necessary to ensure continued supplies from
the existing vendors, the BSNL reserves the right to place repeat order up to 50% of the
quantities of services contained in the running tender.

2. PURCHASE OF E- TENDER DOCUMENT:

2.1 As this Tender Document shall be following the e-Tendering Process, the Bidders may
download the Detailed NIT along with Performa for Non Disclosure Agreement (“NDA”)
from the BSNL Web site http:// bsnl.co.in following the “Link for E-tenders by BSNL” in
the tender section from 08.06.2018 (1800 Hrs) onwards.

2.2 Tender document can be obtained in the form of CD, from 12.06.2018 between 15.00
Hrs. to 17.00 Hrs. on all working days, from AGM (MMX), O/o GM (MM-CFA), 2nd floor,
BSB, BSNL CO., Janpath, New Delhi after submission of the following prerequisites:
(i) Tender fee for an Amount of Rs. 10000/- (Ten Thousand only) plus 18%
GST (Rs. 1800/-) total amounting to Rs. 11800/- (INR Eleven Thousand
Eight Hundred only) which shall be non-refundable, in the form of demand
draft/Banker’s cheque drawn from any Nationalized/scheduled bank in favour of
‘Account Officer (Cash), BSNL Corporate Office, New Delhi’; and payable at ‘New
Delhi’
(ii) NDA (Non-Disclosure Agreement) on a hundred rupee non-judicial stamp
paper, stamped & duly signed by authorized signatory along with a self-
declaration (on a bidder company Letter head) by the same authorized signatory
stating that no addition/deletion/corrections have been made in the downloaded
NDA document being submitted and it is identical to the NDA document vide
Tender No. CA/IT-CFA/CDR/T-631/2018 issued on 08/06/2018 appearing
on the BSNL website.

2
 (iii) After submitting Tender Document fee, NDA & self-declaration as per para (i) &
(ii) above, the bidder is also required to register on the E-tender portal
https://www.tcil-india-electronictender.com. Thereafter, the prospective bidder
shall be authorized on e-tender portal by MM Cell, BSNL, to access/download the
Tender document from e-tendering portal.
2.3 The tender documents shall be issued free of cost to MSE bidders on production of
requisite proof in respect of valid certification from MSME for the tendered item and
submission of NDA Performa duly signed and stamped.
3. e-Tendering Process
BSNL has decided to use the e-Tendering Process for inviting Bids for this Tender
and thus the physical copy of the Tender would not be sold. The special instructions
to Bidders for e-Tendering is provided in Section 4-Part C of this Tender.
4. Eligibility Criteria:
The Bidder’s pre-qualification bid will be evaluated as per the following criteria:
4.1 Legal Entity: The Bidder Company shall be registered & incorporated in India under
the Companies Act, 1956 or 2013 as the case may be.
Documents required: Copy of Certificate of Incorporation.
4.2 Turnover:
(i) The Bidder or the lead bidder (in case of consortium) shall be a company having
cumulative (IT/Telecom) turnover of at least Rs.2000 Crores (out of which at
least Rs.400 crores shall be in IT) in 3 financial years i.e. (2014-15, 2015-16 &
2016-17) or (2015-16, 2016-17 & 2017-18).
(ii) The bidder should have minimum IT/Telecom turnover of Rs.600 Crores in each
of 3 financial years stated by bidder in (i) above.
(iii) In case of subsidiary, the turnover of the Parent Indian Company shall also be
considered.
Documents required:
(i) Audited financial statements/annual report for 3 financial years i.e. (2014-15,
2015-16 & 2016-17) or (2015-16, 2016-17 & 2017-18).
(ii) List of IT/Telecom works completed along with the value of the work in 3
financial years i.e. (2014-15, 2015-16 & 2016-17) or (2015-16, 2016-17 &
2017-18) duly certified by the CA of the company and self attested by bidder’s
authorized signatory.
4.3 Certification: The bidder should have valid ISO 9001:2015 or CMMi3 and above
certification.
Documents required: Proof of the above mentioned certificates.
4.4 Experience in India/Abroad: The Bidder shall have deployed OSS & BSS projects
in minimum three (3) Telecommunication Service Providers (TSP) Worldwide during
last 10 years, with a cumulative subscriber base of 20 Million (minimum 1 million
OSS/BSS for wireline/broadband in India) with one deployment of at least 10 Million
subscribers and should have supported the same for at least two years as on date of
bid submission.
Note: OSS & BSS project deployed experience shall include supply of data center
hardware, software, installation & commissioning, integration and customization of
COTS applications for delivering end to end business processes for total customer
care including order fulfilment, billing and assurance.
Documents required: Client Certificates in this regard along with contact details
i.e. name of contact persons, postal address, official email, tel number shall be
submitted.

3
4.5 a) If the bidder is not meeting the experience criterion at Para 4.4, then the bid can
be submitted through consortium of three partners [1 for Billing OEM, 1 for CRM
Software OEM, 1 for hardware]. In such case the consortium partners shall meet
the criterion at 4.3 individually.
b) (i) The lead bidder in this case should have deployed one OSS & BSS for at least
3 million subscribers in India/abroad out of which minimum 1 million OSS/BSS
telecom project for wireline/broadband shall be in India
or
(ii) The lead bidder should have deployed one OSS & BSS for at least 3 million
subscribers in India/abroad and one IT project in any other service sector having
customer base of 10 Million in India.
c) The consortium partner(s) for billing and CRM should have implemented their
respective product(s) for capacities as mentioned in criterion at Para 4.4 above.
d) The consortium partner for hardware should have deployed IT hardware for
minimum three Telecom Service Providers (TSPs) worldwide during last 10
years with a cumulative subscriber base of 20 Million with one deployment of at
least 10 Million subscribers.
Documents required: 1) Consortium agreement. 2) Client Certificates by the
consortium partners duly signed by lead bidder along with contact details i.e. name
of contact persons, postal address, official email, telephone number shall be
submitted. 3) Client Certificates by the lead bidder for experience in India/abroad as
per above shall be submitted along with contact details i.e. name of contact persons,
postal address, official email, telephone number. 4) Proof of valid ISO 9001:2015 /
CMMi3 certification by the consortium partners.
4.6 The Bidder shall not be a Licensed Telecom Service Provider to provide Basic
Services/ Cellular Telephony Services/ Internet Services/ UASL/ NLD/ ILD Services
anywhere in India. Self-Certificate by the bidder shall be submitted.
4.7 The Bidder shall not have controlling equity stake or vice versa, in any of Basic
Services/ Cellular Telephony Services/ Internet Services/ UASL/ NLD/ILD Services
operating companies in India. Self-Certificate by the bidder shall be submitted.
4.8 Consortium Partner Company(s) shall also meet the conditions as per 4.6 & 4.7
above. Self certification shall be submitted by the consortium partner.
4.9 In case of bids, where for the fulfilment of turnover & experience eligibility
requirements, turnover and experience of parent company is being submitted then
the bidder shall submit a resolution duly passed by the board of the Parent company
stating that the Parent company shall support and take responsibility with respect
to the all the contractual obligation by its subsidiary company (the bidder) for this
project.
4.10 Bidder shall not have been blacklisted by any State Government/Govt. Of India/
Central PSU/Any country in the last 5 years preceding the date of submission of the
bid.
Documents required: Self-certified letter of undertaking to this effect on
company’s letter head signed by company’s authorized signatory. BSNL reserves
the right to select or reject the Bidder.
4.11 The bidder shall have a valid PAN from Income Tax Department.
4.12 Bidder shall have a valid GST Registration. In case of multiple GSTIN registration
number(s), all the numbers shall be provided in a separate Annexure.
4.13 In case the supplier gets black-listed during the tenure of BSNL contract, then
supplier must indemnify BSNL to ensure that no loss of Input Tax credit is borne by
BSNL due to a default of a supplier. Bidder should submit an undertaking to this
effect.

4
 Documents required: A self-declaration along with the evidence that the bidder is
not black listed by GST authorities shall be submitted by supplier. In case the
supplier gets GST black-listed by GST Authorities during the tenure of BSNL
contract, in that case or in any other scenario the loss of Input Tax credit to BSNL
will be recovered from the bidder.
5. EMD
5.1 The bidder shall furnish the EMD of Rs 10 (ten) crore in any one of the following
shape:
i. Demand draft / Banker’s cheque drawn in favour of AO(cash), BSNL CO Payable at
Delhi.
ii. Bank Guarantee from a scheduled bank drawn in favour of ‘DGM(MMT), BSNL,
Delhi which should be valid for 210 days from the tender opening date.
5.2 The MSE units shall be exempted from submission of Bid Security deposit on
production of requisite proof in respect of valid certification from MSME for the
tendered item.
6. Online Submission of Tender bid: Upto 11:30Hrs. of tender closing date i.e.
13.07.2018.
6.1 In case the date of submission (opening) of bid is declared to be a holiday, the date
of submission (opening) of bid will get shifted automatically to next working day at
the same scheduled time.Any change in bid opening date due to any other
unavoidable reason will be intimated to all the bidders separately.
7. Online Opening of Tender bids: At 12:00 Hours of this tender closing date i.e.
13.07.2018.
8. Place of opening of Tender bids: BSNL has adopted e-tendering process which
offers a unique facility for ‘Public Online Tender Opening Event(TOE)’.
BSNL’s Tender opening Officers as well as authorized representatives of bidders can
attend the Public Online Tender Opening Event (TOE) from the comfort of their offices.
However, if required authorized representatives of bidders (i.e. Supplier organization)
can attend the TOE at the Meeting Room, 2nd Floor, Bharat Sanchar Bhawan,
Janpath, New Delhi, where BSNL’s Tender Opening Officers would be conducting Public
Online Tender Opening Event (TOE).
9. Tender bids received after due time and date will not be accepted.
10. Incomplete, ambiguous,conditional, unsealed tender bids are liable to be rejected.
11. CMD BSNL reserves the right to accept or reject any or all tender bids without
assigning any reason.He is not bound to accept the lowest tender.
12. Tender document can be downloaded from the website https://www.tcil-india-
electronictender.com.
13. The bidder shall furnish a digitally signed copy of the tender document with no
addition/ deletion/ corrections in the downloaded tender document and it is
identical to the tender document appearing on Web-site.
14. In case of any correction/addition/alteration/omission in the tender document, the
tender bid shall be treated as non responsive and shall be rejected summarily.
15. All documents submitted in the bid offer should be preferably in English. In case the
certificate viz. experience, registration etc. is issued in any other language other
than English, the bidder shall attach an English translation of the same duly attested
by the bidder & the translator to be true copy in addition to the relevant certificate.
16. All computer generated documents should be duly signed/ attested by the bidder/
vendor organization.

5
Note:- Integrity Pact Program is implemented for this tender for which signing of
Integrity Pact is mandatory for the purchaser and bidder. Format of Integrity Pact is
provided in the tender document in Section 7(I). To oversee the implementation of
Integrity Pact Program, IEMs are appointed by BSNL vide No. CA/MMT/15-1/2015
dated 31.07.2017 which is available in ‘Tender Notice’link on www.bsnl.in.

Note: Pre-bid query, if any, can be submitted upto 22.06.2018 in writing by FAX or
by E-Mail.

BSNL Contact-1
BSNL’s Contact Person Sh. P.Balaji Venkatesh, AGM (MMX)
Telephone/ Mobile (011) 2371 7844
[between 9:30 hrs to 18:00 hrs on working
days]
E-mail ID balajiagmbsnl@gmail.com.

BSNL Contact-2
BSNL’s Contact Person Mr. Sanjay Vatsa Dy. Mgr.(MMY)
Telephone/ Mobile (011) 2371 7844
[between 9:30 hrs to 18:00 hrs on working days]
E-mail ID srvatsabsnl@gmail.com

6
 SECTION-2

Tender Information

1. Type of tender: Single Stage Bidding, Two stage opening using – Two Electronic
Envelopes.
Note 1: E-reverse auction shall not be applicable for this tender.
Note 2: The bids will be evaluated techno-commercially and financial bids of techno-
commercially compliant bidders only shall be opened.
2. Bid Validity Period / Validity of bid Offer for acceptance by BSNL:- 180 days
from the tender opening date.
3. The tender offer shall contain two e-envelopes viz. techno-commercial and financial
envelope which will contain one set of the following documents only :
3.1 Techno-commercial e-envelope shall contain Electronic Form-Technical with all
relevant bid annexure of following, but not limited to, documents :
i. EMD
ii. Receipt/Proof of the tender fee.
iii. Certificate(s) showing fulfillment of the eligibility criteria(s) stated in clause 4 of the
Detailed NIT.
iv. Power of Attorney & authorization for executing the power of Attorney in
accordance with clause 14.3 of Section 4 Part A.
v. Integrity Pact
vi. Clause by clause compliance as per clause 11.2 of Section 4 Part A
vii. Bidder’s Profile & Questionnaire duly filled & signed.
viii. Non-Relation Certificate duly filled & signed.
ix. Undertaking & declaration duly filled & signed
x. Documents stated in clause 10 of Section-4 Part A.
xi. Tender/ Bid form- Section 9 Part A
xii. Electronic Form- Technical duly filled & signed
xiii. Tender documents duly signed for having read it & accepted it
xiv. Unpriced Priced Bill of Material (BoM) which shall include all the components
including quantities, constituting the items mentioned in Schedule of Requirement.
3.2 Financial e-envelope shall contain:
i) Electronic Form- financial along with Price Schedule with all relevant bid annexure
ii) Bid form – Price Schedule (Section 9 Part B) duly filled and signed
iii) Detailed Priced Bill of Material (BoM) which shall include all the components including
quantities, constituting the items mentioned in Schedule of Requirement, both in PDF
and Excel Format.
4. The following documents are required to be submitted offline (i.e. offline submissions)
to DM (MMT), BSNL, C.O. 2nd Floor, Bharat Sanchar Bhawan, Janpath, New Delhi-
110001 on or before the date & time of submission of bids in a sealed envelope, failing
which the bids shall be rejected.
The envelope shall bear the tender number, name of work and the phrase: “Do Not
Open Before (due date & time of opening of tender).
i) EMD: Bid security (original copy) or valid certification from MSME for the
tendered item for claiming exemption.
7
 ii) DD/ Banker’s cheque of Tender fee or valid certification from MSME for the
tendered item for claiming exemption.
iii) Power of Attorney in accordance with clause 14.3 of section 4 Part A and
authorization for executing the power of Attorney.
iv) Pass-phrases for technical & financial bid parts in separate sealed envelopes.
v) Integrity Pact
vi) Bid Form duly filled, stamped & signed by the authorized signatory of the
bidder company.

5. Payment terms:
5.1 Payment shall be made in Indian Rupees only.
5.2 The payment terms and conditions for different items are elaborated in the various
clauses below.
5.3 CDR Part :
a) New Hardware & Networking Equipment supplied: The payment for the
hardware including networking equipment supplied will be made as below:
i. 60% payment of equipment shall be made on delivery.
ii. 40% after successful installation & commissioning of hardware.

b) New Software supplied : The payment for the new software supplied will be made
as below:
i. 30% payment of software shall be made on delivery.
ii. 70% after installation & commissioning of software along with 2 SSAs Go-Live.
c) Services (for Hardware, Networking Equipment &Software and all allied
works):
i. 20 % on Acceptance of SRS and Design document
ii. 20 % on completion of I&C of Hardware and Networking
iii. 20 % after successful completion of software AT / VT
iv. 30% after completion of training and migration work
v. 10 % after completion of warranty period
d) Services (for ISO certification – ISO 27001 , ISO 20000 , ISO 22301)
i. 25 % on acceptance of ISO document
ii. 25 % on training to BSNL staff
iii. 25 % after completion of internal audit
iv. 25 % after completion of external audit and receipt of certification
e) AMC Charges (for existing DCs as well as for new DCs after consolidation):
i. No advance payment for AMC shall be made.
ii. The entire AMC duration for the year will be divided in four quarterly segments.
iii. After successful completion of the AMC period of 3 months, payment after
making due adjustment towards SLA penalties will be made based on the
quarterly bills submitted.
f) O & M Charges :
i. Payment shall be made as per actual deployment of Manpower at the end of
every quarter.
ii. The payment shall be proportionate to the actual quantum of man-months hired
8
 after making due adjustment towards SLA penalties and shall be made based on
the quarterly bills submitted.
5.4 ERP Storage :
a) New Storage and Hardware & Allied Software supplied: The payment for
the hardware including networking equipment supplied will be made as below:
i. 60% payment of equipment shall be made on delivery.
ii. 40% after successful installation & commissioning of hardware.
b) Services (for Storage Hardware , Software & allied works):
i. 30 % on I & C of Hardware and Software
ii. 40 % on migration of data from existing to new storage
iii. 20% on successful demonstration of DR
iv. 10% on completion of warranty.
c) AMC Charges (for existing as well as for new storage):
i. No advance payment for AMC shall be made.
ii. The entire AMC duration for the year will be divided in four quarterly
segments.
iii. After successful completion of the AMC period of 3 months, payment after
making due adjustment towards SLA penalties will be made based on the
quarterly bills submitted.

d) O & M Charges :
i. Payment shall be made as per actual deployment of Manpower at the end
of every quarter.
ii. The payment shall be proportionate to the actual quantum of man-months
hired after making due adjustment towards SLA penalties and shall be
made based on the quarterly bills submitted.
5.5 As per GST regime, BSNL is required to pay 100% of the Invoice amount within 6
months from the date of Invoice for availing the input tax credit (ITC). Hence on
completion of 4 months from the date of Invoice of hardware/software supply in case
of commissioning of hardware/software is still pending, BSNL shall review the release
of balance payment against supply of hardware/software, keeping in view the
progress of the project, reason for delay and Input Tax Credit implication against PBG
of balance payment with adjustment of interest (12% per annum) valid till installation
& commissioning is completed. Further to this, Clause 11.2 of Section-5 Part-A shall
also be referred to.
5.6 Bidder shall submit separate invoice(s) against all the milestones.
5.7 CGM ITPC Pune shall be paying authority.
6. Delivery Schedule:
6.1 Delivery Schedule for this tender (except ERP storage)
a. O&M and AMC of all 4 Existing Data Centres as is where is basis from existing
SI’s as a part of business continuity:- With effect from three months from the
date of PO.
b. Supply of new hardware:– within 3 months from the date of PO.
Supply of new software:-within 5months from the date of PO.
c. I&C of hardware within 5months from the date of PO.
I&C of software within 12 months from the date of PO alongwith 2 SSAs go live.

9
 d. PAN India Migration of existing customer data, services and sanity testing for Go-
live within 15 months from the date of PO.

e. AMC for period of 6 years which starts after completion of 2 years of warranty
period for new DCs.

6.2 Delivery Schedule for ERP storage

a. AMC for existing ERP strorage system shall start after 3 months from date of
PO.
b. Supply of Hardware–3 months from date of PO.
c. Installation & Commissioning including testing –5 months from date of PO.
d. Migration of ERP data to new storage- 6 Months from the date of PO.
e. Disaster Recovery – 12 months from the date of PO.
f. Warranty shall be for two years from completion of Migration of ERP data to
new storage.
g. O&M for ERP from the date of completion of Migration of ERP data to new
storage.
h. AMC (6 years) to start after completion of 2 years warranty.

6.3 Nodal authority for approving the commissioning of the equipment at all the locations
is CGM ITPC, Pune.

7. Liquidated Damage Charges: Refer Section 5 Part B for details

8. Consignee: - As detailed below:

Divisional Engineers of all two data centers at

Name of Address Name of Contact Email Id

Data Center Consignee Details

Main Data Data Center BSNL DE Admin

Centre at Osmania University ITPC SDC
Hyderabad Telephone Exchange Hyderabad 09440000871 deerpitpc@gmail.com
Campus , Jamia Osmania
Hyderabad 500007
Disaster RTTC Bldg, Plot No.121 & DE Infra sunildcr@gmail.com
Recovery 122 ,G-Block, MIDC, WDC 09422288033
Data Centre Chinchwad Pune-411019 ITPC/Pune
at Pune

10
 SECTION 3 PART A
SCOPE OF WORK

1. Existing CDR datacenters :

BSNL is operating four CDR Data Centers for handling commercial , customer care and
billing operations for Landline , Broadband , FTTH , DSPT , IN (Intelligent Network
services ) , VPN and Leased Circuit services at following four location as details
tabulated below –

Project Name/ Name Data Center Name of the circle served

Number
of the location
Present SI of SSAs
zones
served
served

CDR Project –I South Hyderabad Andhra Pradesh , Telangana ,

Zone Karnataka , Kerala , Chennai 70
(M/s HCL Telephones , Tamil Nadu
Infosystems Ltd )
East Kolkata Kolkata Telephones , Assam , Bihar
Zone , Jharkhand , NE-I
(Meghalaya,Mizoram & Tripura)
&NE-II (Arunachal Pradesh 67
,Nagaland ,Manipur ) Orissa , West
Bengal (Including Sikkim) , A&N
Islands

CDR project –II North Chandigarh Haryana , Himachal Pradesh ,

Zone Punjab , UP - E , UP – W , 110
(M/s TCS Ltd ) Uttaranchal , J&K , Rajasthan

West Pune Madhya Pradesh , Maharashtra ,

87
Zone Gujarat , Chhattisgarh

2. Existing Line of Business (LOB) and interlinked services served from

existing CDR datacenters :

(i) Fixed Accessservices:

a. VOICE(both post paid and prepaid)Services over Copper, FTTH,

ADSL/VDSL, Wi-Fi (including PCO, ISDN (BRI/PRI)and DIDetc.

b. Broadband (both post paid and prepaid) services over Copper, FTTH,
ADSL/VDSL ,Wi-Fi (Capex and Revenue share) and DID, etc.

c. DSPT (Digital Satellite Public Telephone).

(ii) IOBAS and FCR services: Inter Operator Billing and accounting system
(IOBAS) and Foreign carrier billing services are served from CDR Project-I and
CDR Project –II .

(iii) Leased Circuits – Currently North Datacentre (which is integrated with other
three CDR datacentres) is used to serve leased circuit service across all
zonesincluding international services. Leased circuits, aVPN over broad band,
MPLSVPN, Internet Leased Line (ILL), International leased

11
 Circuits,InternationalVPN, Dark Fibre, Leased Circuit over VSAT, Back Up Leased
Circuit through GSM , CDMA, EVDO ,ISDN PRI & BRI.

(iv) IN (Intelligent Network services –FPH/UAN/UPN/PRM/VPN) services are handled

from CDR Project –I and CDR Project –II.

3. Existing BSS / OSS Applications:Wire line & Broadband: Following software

application are used in CDR system for handling Wire line’s Customer care and Billing for
all zones.
Application Core / Support SSP for CDR Project –I SSP for CDR Project –II
(South –East zone ) (North –West zone )

BILLING Core critical Kenan CS apps IRB Convergys

IOBAS Billing Core critical Intec IOBAS Billing Intec IOBAS Billing
Accounting Core critical Oracle Apps SAP ECC
PMS Core critical Oracle Jdeveloper Studio Oracle Jdeveloper Studio
Edition Edition
BIF Core critical DOC1 (Pitney Bowes) Intense
ES(Electronicst Core critical Kennan IRB Convergys
apling)
CRM Core critical Seibel CRM SAP CRM
EAI Core critical Oracle Fusion Oracle Fusion
Mediation Core critical Intec Mediation for all Intec Mediation for all
switches. Intec along with switches. Intec along with
Packetware for OCB switch Packetware for OCB switch
CDOT Core critical SM SM
OM / Core critical Clarity Clarity
Provisioning
Inventory Core critical Clarity Clarity
ER Core critical G1 (Pitney Bowes) SAP BI
CWSC Core critical Existing SI – Portal Served from CDR Project-I
developed on Red Hat with on PAN India Basis
Oracle DB at East CDR DC
Intermediate Core critical Portal developed on Red Portal developed on Red
Reporting Hat with Oracle DB by ITPC Hat with Oracle DB by ITPC
Application
EMS Support HP Open View Operation HP OpenView Operation
(OVO) (OVO)
HP Open View Performance HP OpenView Performance
Insight (OVPI) Insight (OVPI)
HP Open View Network HP OpenView Network
Node Manager (NNM) Node Manager (NNM)
HP Open View HP OpenView Configuration
Configuration Management Management (OVCM)
(OVCM)
HP Open View Service HP Openview Service
Manager (OV SM) Manager (OV SM)

12
RA Support Connectiva Connectiva
Messaging Support Jataayu Jataayu
FMS Support Minotaur Minotaur
IM/AM Support CA CA
DQ Support BTS Open Client BTS Open Client

4. Scope of the Tender :

Scope of the tender is to :

1) Consolidate existing CDR datacenters and NIB-P3 data centers with state of
the art Data centres (at Hyderabad and Pune as elaborated in table below)
with replacement of all the hardware equipment (except Battery, IVRS and SSA
network elements) installed in existing CDR platform& NIB P3 Data centers
including storage equipment and provide complete end to end solution

2)AMC support (along with back to back support from OEM) for new and old
CDR system (including renewal of AMC support for existing software, if re-
used) and O&M services. Please refer details of equipment to be replaced in
section –3 Part B-4.

3)Replacement of the ERP storage (at existing production at Hyderabad and DR

at Kolkata) and AMC support (for new and existing) ERP Storage System, set
up of DR and O&M services.

Bidder has to consolidate existing Main systems of CDR Project I (South –East zone)
and CDR Project II(North – West zone) into one Main system at Hyderabad with
Disaster Recovery site at Pune, which will be functional as back office also.
The proposed target architecture is summarized as detailed below –

Project Name of the zones served Main Data Center DR Data Center
Name location location
CDR Project All four Zones i.e. North,
Hyderabad Pune
–III West, South and East

13
 4.1 The Scope of the work includes Designing, Planning, Supply, Installation,
Configuration, Customization, Integration, Testing (Validation and Acceptance
Testing) & Commissioning of Hardware equipment/ software modules (reused and
newly supplied modules), Migration, Training, AMC and O&M.
Further, Bidder shall be responsible for the following –

Scope of the Responsibility of hardware, SAN and software tender Bidder

hardware and
software tender

Designing, Bidder shall design the state of the art target architecture consolidating
Planning, existing CDR & NIB P-3 DCs into one main Data Centre at Hyderabad and
Supply, Disaster recovery (DR) Data Centre at Pune.
Installation,
Main Data Centre at Hyderabad will serve all four zones
Configuration,
Customization, (North/West/South/East Zone). Disaster recovery (DR) Data Centre at
Integration, Pune will serve in disaster like situation for all four zones.
Commissioning
The Main DC shall also host the Testing and Development environment
of Hardware
equipment/ and training environment with same facilities at DR DC.
software
modules for
target
architechture

Supply, Bidder shall provide following hardware equipment at Main site at

Installation, Hyderabad and DR site at Pune –
Testing and  Enterprise Class Servers
Commissioning
 Storage equipment, Backup solution (Both for CDR and ERP)
of required
hardware  Data Centre Networking equipment including provision of ports
equipment for SSA network connectivity at both data center.
 Data Centre Security equipment along with setting up of
Network/Security Operation Center.
 Physical security Equipment
 PCs, Laptops and Printers
The bidder shall take into consideration the existing load on various
applications in the Data Centers and other dimensioning criterion
mentioned in tender document.

Supply, Bidder shall provide software solution (either by retaining existing

Installation, software stack with latest version or by providing new software solution
with latest version) for handling commercial , provisioning , fault repair ,
Configuration,
customer care and billing activities of various services and other services
Customization,
/ functionalities mentioned in the tender) from target architecture.
Testing and
commissioning Bidder can utilize existing perpetual licenses (Both Application and OS) or
of software can replace. BSNL can reuse the OS licenses whereever applicable on
applications and the existing hardware. The bidder shall supply additional perpetual
allied solutions licenses for existing CDR systems, if required as per requirement of
tender, in case successful bidder continues with the existing stack. AMC
/ATS renewal for the perpetual licenses shall (in case used) be
responsibility of the bidder.
Bidder shall also provide all allied software solution for handling
operation and maintenance of Hardware, storage equipment, backup,
archival and DR replication solution at Main Data Centre & DR Data

14
 Centre as per requirement of tender.

Migration of Bidder shall ensure smooth migration of existing customer data and
existing Services services / functionalities to new platform.
/ Functionalities
Bidder shall be solely responsible for all allied works like version
upgradation of existing software applications (if used) to the latest
available upgrade and subsequent recustomisation required there-inas
per requirement of tender.
Bidder shall also be responsible for customisation of any new software
applications offeredas per requirement of tender.

AMC services for (i) Bidder shall provide comprehensive AMC services for existing 4 data
datacenter centres after 3 months from date of PO. Bidder shall provide AMC with
hardware and back to back support from OEMs/ SSPs for all the hardware and
software applications presently working in CDR data centers with SLA mentioned
applications. in this tender document till datacenter services are migrated to new
target architecture.
(ii) Bidder shall provide comprehensive AMC services (including back to
back support from OEM / SSPs) for six years for all the hardware
equipment, storage and software application modules (newly supplied or
reused ) at proposed CDR data centers (Main DC and DR DC) in target
architecture after expiry of two year warranty period.
(iii) Bidder shall provide comprehensive AMC services (including back to
back support from OEM) for the existing storage equipment at both ERP
data centres at Hyderabad and Kolkatta after 3 months from PO date
whichever is later.
(iv) Bidder shall provide comprehensive AMC services (including back to
back support from OEM) for the new storage equipment at both ERP data
centres at Hyderabad and Kolkattaafter expiry of two year warranty
period.

O&M (Level 3 Bidder shall be responsible for supply of O&M manpower (Level 3 support)
support) of
(i) after 3 months from the date of PO for existing four CDR data centre
datacenter till migration is completed
hardware and
software (ii) for new CDR data centres at Hyderabad and Pune to facilitate
applications Operation and Maintenance for the data centre services during the
contract period
(iii) O&M services are to be provided for storage equipment at ERP
datacenters at Hyderabad and Kolkatta also.

New Following new functionalities are required in this tender –

Functionalities
(i) Data Centre Certification
required at new
(i) (a) ISO 27001 ,
CDR DCs
(b) ISO 20000,
(c) ISO 22301

(ii) Application performance Measurement tool

(iii) API management application
(iv) Mobile App for BSNL staff/ franchisees and Customers.
(v) GPS based Workforce management
(vi) Data analytics solution and advanced and improvised corporate
reports
(vii) Partner Management

15
4.2 Successful Bidder shall be responsible for integration of new hardware and software
modules with network elements (existing Telecom Switches and allied systems) and
shall carry out all required allied activities like customization, upgradation, updation,
fine tuning, commissioning and decommissioning etc. while ensuring continued
smooth data center operations and maintainance of SLA parameters (before, during
and after migration).

4.3 Successful Bidder shall be responsible for integration of new CDR hardware and
software modules (reused / newly supplied modules)with new CDR storage system
to ensure smooth operation and maintenance of services and functionalities.

4.4 Successful Bidder shall be responsible for integration of existing ERP hardware and
software modules with new ERP storage system to ensure smooth operation and
maintenance of ERP services and functionalities.

4.5 Successful Bidder shall be responsible for integration of IVRS equipment with new
CDR system and to ensure continuous and smooth operation of IVRS and call center
services and functionalities.

4.6 Successful Bidder shall be responsible for integration of hardware and software
modules (reused / newly supplied modules) with connected external application such
as All-India Payment portal (AIP), Sancharsoft, NGN and other portals like BSNL
Internet, Intranet and Twitter Seva are part of the scope. Franchise Management
System (FMS),EB Portal CWSC , Mobile Appwhich are currently working as external
systems , have to be taken over as scope of this new platform.

4.7 Successful Bidder shall be responsible for integration of hardware and software
modules (reused / newly supplied modules)with connected external systems like NIB
/ Multiplay broadband, NGN and other existing switching technologies, IN, MPLS,
GSM, ERP and BSNL Contact Center to ensure smooth operation and maintenance of
existing services and functionalities.

4.8 Bidder can utilize the existing software application (from any of the existing software
stack of CDR projects) with version upgrade to latest available version (please refer
table in para 3 above )and provide software solution at the Main data center and DR
Data center in proposed target architecture.

4.9 Successful bidder has to ensure continued business operations and comprehensive
AMC for hardware and software applications with back to back agreements with
concerned OEM/SSP’s as detailed below -

(i) AMC for all the existing hardware and software (including storage) working at
present at existing CDR data centre till datacenter services are migrated to
target architecture.
(ii) AMC services for six years for all the new hardware equipment, storage and
software application modules(reused / newly supplied modules ) at proposed
CDR datacentre in target architecture after expiry of two year warranty
period.

16
4.10 BSNL has the perpetual licenses for all the software applications. Existing software
application licenses shall be provided by BSNL to successful bidder on request.

4.11 Existing IT inventory / assets are indicated in the tender in Section-3 Part B-1.
Bidder shall be responsible for replacement of existing equipment (except Battery,
IVRS and SSA network elements) and deploy the new Hardware and Software
modules to meet the requirements mentioned in this tender document.

4.12 Bidder shall directly interact with the respective OEM’s/SSPs (Existing/new, both
hardware and software ) and have back to back agreement to provide AMC for all
the hardware and software items (reused / newly supplied modules ).

4.13 The scope includes Product Lifecycle Management, Application Management,

Application Development, Application Support, Business Process Management,
Service and Request Management, Operations and Maintenance, Production
Management, IT Infrastructure Management, Hardware Management, Data Center
Operations, Systems and Database Management, Business Continuity and Disaster
Recovery Management etc.

4.14 As BSNL is expected to work exhaustively with its sales and service partners, this IT
platform is to be made comprehensively available for sales and services of the bsnl
network / products offered with the help of it’s partners. The partners include the
Franchisees, Virtual Network Operators and similar sales and service partners, for
which the CRM, OSS , Billing and revenue share settlement functionalities shall be
carried out from this new platform. The bidder has to make provisions for the
licensing accordingly with the software and hardware OEMs/SSPs. The required
configurations in the system for every new partner shall be done by BSNL. For this,
adequate knowledge / training shall be imparted by SI on various modules, as part
of project delivery.

4.15 BSNL also intends to utilise it’s IT platform for use by PSU’s under the same
ministry .BSNL shall procure the required licenses as and when required at the same
cost. However the customisation and other service charges shall be negotiated
separately at the time of requirement on case to case basis .

4.16 O&M and AMC of SSA network elements, Batteryand IVRS are out of scope of this
tender.

4.17 The bidder is expected to study the existing application load, dimensioniong
parameters and specifications mentioned in Section 3 Part B-24 and dimension the
required hardware in consultation with Software OEM/SSP for smooth running of
data center services as per SLA requirement. Sizing certificate from OEM/SSP in
prescribed format at Section 7(H)shall be submitted along with techno-commercial
bid. Any shortfall in hardware/ software supplied shall be providedfree of cost by the
successful bidder.

4.18 The bidder is expected to study existing CDR SAN storage allocation to various
applications and modules at each Data Center and is supposed to workout the
storage requirement required during contract period of Nine years and accordingly
supply the required storage for proposed CDR Main data centre at Hyderabad and
Proposed DR data center at Pune.Storage Sizing certificate from OEM/SSP in
prescribed format at Section 7(H) shall be submitted along with techno-commercial
bid. Minimum requirement of storage has been specified in Schedule of Requirement.
Bidder may refer details about the storage equipment specification and dimensioning
given in Section 3 Part B-27. Bidder has to ensure migration of existing customer
data to newly supplied SAN storage. Bidder also need to supply required storage
for ERP system as menioned in SOR in this tender document .

17
 4.19 Any additional / staging requirement of storage and compute during the Milestone of
migration for both CDR and ERP system shall be arranged by successful bidder free
of cost.

4.20 All products (software and hardware) quoted by the bidder should be of latest
version on the date of opening of bid. Also at the time of supply the bidder can
supply higher version of product.

4.21 Bidder to get following Data Centre Certification within one year from date of
completion of migration:
a) ISO 27001
b) ISO 20000
c) ISO 22301
4.22 Successful bidder has to facilitate all type of changes/modification /code change
/configuration changes in the existing LOBs (Landline /Broadband /FTTH /IN
/DSPT/LEASED Circuit /WIFI service) and allied business workflows to meet the
business requirement of the BSNL during the contract period free of cost.

5. Functionality: The overall functionality and business processes of the existing system
shall have to be maintained by the successful bidder. The bidder has to study the
existing system and business processes. The bidder shall also study the extent of
customization required in order to meet the requirement of existing and additional
functionality mentioned in this tender.
6. Implementation Plan & time-line :

6.1 The implementation plan of this tender (except ERP Storage) is indicated below:

Milestones Timelines

Successful bidder (SI) has to take over the

AMC and O&M for existing CDR system shall
O&M and AMC activities on as is where is
basis at existing Data centers Hyderabad and start after 3 months from date of PO
Kolkata for CDR Project I and Pune and
Chandigarh for CDR Project II (with applicable
SLAs during the period of contract) from
existing SI’s as a part of business continuity.

BSNL shall co-ordinate for smooth handover

of AMC and O&M activities to successful
bidder.

Supply, Installation, Testing and

Commissioning of required hardware and Supply of Hardware–3 months from date of
software modules including mapping of all PO
existing business processes related to BSNL
customers along with migration of two SSAs Supply of Software–5 months from date of
identified by BSNL. PO

Hardware I&C – 5 months from date of PO

Software I&C – 12 months from date of PO

18
Warranty
PAN India Migration of existing customer data,
services and sanity testing for Go-live.
O&M (L3 level) and AMC handling at existing
CDR datacenters
O&M (L3 level ) and AMC handling at New
CDR data centers at Production DC Hyderabad
and DR Pune
Data Centre Certifications- ISO 27001, ISO
20000, ISO 22301
6.2 The implementation plan of ERP Storage is indicated below:
Milestones
Successful bidder (SI) has to take over the
O&M and AMC activities on as is where is
basis at existing ERP Data centers Hyderabad
and DR at Kolkata for ERP (with applicable
SLAs during the period of contract) from
existing SI’s as a part of business continuity.
BSNL shall co-ordinate for smooth handover
of AMC and O&M activities to successful
bidder.
Supply, Installation, Testing and
Commissioning of required hardware and
software modules and migration.
Warranty
Two years from completion of software I&C
and migration of two SSAs
15 months from the date of PO
O&M (L3 level) and Comprehensive AMC
services for existing all 4 CDR data centers
after three months from date of PO (on per
year basis) or any date fixed by purchaser
shall have to be provided by the bidder till the
migration (i.e. within 15 months from date
of PO ) is completed as per schedule defined
in the scope of work of this tender document.
O&M for CDR from the date of go-live of 2
SSAs at new CDR data centers .
AMC (6 years) to start after completion of 2
years warranty fromdate of go-live of 2 SSAs.
Within one year from completion of PAN India
Migration of existing customer data, services
functionalities.
Timelines
O&M and AMC for existing ERP strorage
system shall start after 3 months from date of
PO or any date fixed by purchaser till the
migration (i.e. within 6 months from date of
PO ).
Supply of Hardware–3 months from date of
PO
Installation & Commissioning including testing
–5 months from date of PO
Migration of ERP data to new storage- 6
Months from the date of PO
Disaster Recovery – 12 months from the date
of PO.
Two years from completion of Migration of
ERP data to new storage
19
O&M (L3 level ) and AMC handling at ERP
data centers at Production DC Hyderabad and
DR Kolkatta
O&M for ERP from the date of completion of
Migration of ERP data to new storage.
AMC (6 years) to start after completion of 2
years warranty.

7. Data Center Operation :

7.1 SI shall have to undertake Operation of the Data Center activities during the
contract period as defined in para 12 below . The Service requirement and its
associated SLA during the Operation Milestone for both old and new datacenterswill
be governed by SECTION-5 PART C-1. The bidder shall provide quote on annual
basis for Data Center Operation for contract period.

7.2 SI shall have to prepare a detailed Data Center Operating procedure document. This
document shall lay down the activities, procedures and processes required to
manage individual data centers. This shall contain all the activities to be followed to
efficiently manage the Data center right from the scratch to the point of delivery to
the customers.
7.3 Well documented system & data base administration, application work flows and
security policy shall be prepared for smooth functioning of Data center.

8. Operational manpower:
8.1 Each Data Center will operate on 24x7 basis. In addition to the working in regular
business hours, some SI O&M manpower will also be required in the night
shifts/holidays at Main DC for weekly/fortnightly/monthly activities related
preventive maintenance, performance tuning, backup and archival activities etc.
Minimum man-power to be maintained beyond BSNL office hours depending upon
the operational requirements as defined by DC In-charge. Core team of each data
center will comprise of trained BSNL staff trained in DC O&M and highly skilled and
trained personnel of System Integrator having experience in telecom OSS/BSS
maintenance as detailed in section 5 Part B-9.
8.2 In general the core areas of Data Center functioning as understood may broadly be
divided into following heads:

(i) System Administration & Database Administration (OS, DB, User management, bug
fixes, version upgrades etc.)
(ii)Operations
(iii) Application management (Maintain various applications) and administrations.
(iv) Hardware and Network equipment maintenance and administrations.
(v) Back-Up administration.
(vi) Disaster Management and administration.
(vii) Data Center Security (physical and logical) management and administration as
per Department of Telecom / Government of India guidelines issued from time-
to-time.
8.3 Detailed role and responsibility of operational staff shall have to be indicated by the
bidder along with the bid, however BSNL reserves the right to get the plans of bidder
modified depending upon exact requirements. Please also refer Section 5 Part C-1.

9. Comprehensive Annual Maintenance Contract (AMC) :

9.1 Bidder shall provide AMC services for existing 4 data centres after 3 months from
date of PO. AMC for the existing storage equipment at all the CDR four data centres
after 3 months from PO date with SLAs mentioned in this tender document till
datacenter services are migrated to new target architecture.
20
9.2 Bidder shall provide AMC services for six years for all the hardware equipment,
storage and software application modules (newly supplied or reused ) at proposed
CDR data centers (Main DC and DR DC) in target architecture after expiry of two
year warranty period.

9.3 Bidder shall provide AMC services for the existing storage equipment at both ERP
data centres at Hyderabad and Kolkatta after 3 months from PO date till migration
is completed (i.e 6 months from date of PO).

9.4 Bidder shall provide AMC services for the new storage equipment at both ERP data
centres at Hyderabad and Kolkata after expiry of two year warranty period.

9.5 The selected Bidder shall be required to sign an Annual Maintenance Contract for
Hardware & Software as per the provisions made in this tender document at the time
of acceptance of APO.Please refer SECTION -5 PART C-2

9.6 Comprehensive AMC shall have to be provided by the bidder during the contract
period. Bidder shall stock sufficient spares for rendering smooth service and meeting
SLAs.

9.7 The Bidder shall quote year-wise comprehensive Annual Maintenance Contract
charges for six years. The charges shall be quoted as a percentage of the component
wise price for newly supplied items. For maintaining existing software stacks,
lumsum AMC charges in INR should be quoted.

9.8 No separate charges shall be paid to the bidder / OEM for visit of engineers for
attending the faults and repairs and for supply and transportation of spare
parts.

9.9 The cost of the O&M and AMC will be added to the bid value for the purpose of
evaluation on Net Present Value (NPV) basis calculated at the discounted rate of
12% per annum.

9.10 The bidder, at the time of submitting the bid, shall submit the proposal specifying
the three layer support centre with all contact details. The highest is managerial
level (L3), Support center Level –L2 (SI center of excellence/OEM), and Local level
(L1) at data center. The SI should have proper arrangement for spare inventory to
fulfill his obligations under AMC.

9.11 The selected bidder shall submit performance bank guarantee (PBG) for AMC as per
Clause 4 of Section 5 Part B. Project PBG shall be released only after submission of
AMC PBG.

9.12 The support for upgrade, optimization, re-organization and tuning of hardware and
software after commissioning, whenever needed during Warranty and AMC period
shall be provided by the bidder at no extra cost to the Purchaser.

9.13 The successful bidder is expected to Supply, install, commission the new
hardware/software and migrate all the customer data at new Data Centres at
Hyderabad and Pune. The bidder shall commission the target architecture and shall
successfully complete the migration within 15 months from the date of PO.
Warranty of the equipment shall start from the date of successful migration and
golive of two SSAs from the existing data centers. AMC period will start at the end
of the warranty period and will be effective for six years.

9.14 In case bidder fails to complete software I&C and migration of two SSAs within
assigned period and encounter’s a delay beyond assigned period, the start date of
warranty and AMC date will be shifted accordingly and the bidder has to provide

21
 warranty for two years and comprehensive AMC services for all the hardware
and software for complete six year period.

9.15 Further , Bidder has to ensure the following points –

(i) End of Support Life (EOSL) date for all the hardware and software item does not end
before the end of the contract period. Bidder has to provide AMC during the contract
period on extended EOSL basis for hardware and software applications in case
needed at no extra cost to the purchaser.

(ii) In case the support of EOSL items is not extended by the OEMs, the bidder shall
arrange replacement of EOSL equipment in order to provide continued AMC services
for entire period (i.e. six years from start date of AMC) at no extra cost to the
purchaser. The replaced products shall meet the requirements of the tender.

(iii) Bidder has to ensure upgrades/patches to latest version of deployed firmware,

operating systems, security solution and application software during the period of
AMC. Necessary changes in customization/configuration have to be done at no extra
cost to the purchaser.

i. The technology refresh of the security stack as detailed in the SOR item no. 7.0
shall be done on a four year basis.

9.16 For SLA during O&M : Refer SECTION -5 PART C-1

9.17 For SLA during warranty and AMC: Refer SECTION -5 PART C-2

10. Warranty
10.1 Warranty shall be for a period of two year from completion of Supply, Installation,
Testing and Commissioning of required hardware and software modules including
mapping of all existing business processes related to BSNL customers along with
migration of two SSAs identified by BSNL.

11. Analysis & Requirements Study

11.1 SI shall study the entire solution, network infrastructure, existing Hardware and
software, migration requirement and other details. Please refer SECTION –3 PART B-
1

12. Contract Period:

12.1 Duration of contract period shall be for 9 years tentatively from PO date or any
other date thereafter fixed by BSNL. The contract period of 9 years is divided as
mentioned in the table below:

Milestones Implementation Time Line AMC and O&M AMC and O&M
responsibility Responsibility for Responsibility for
New Data existing Data Centers
Centers

22
 Milestone I(a)
Milestone Planning, design (for hardware 3 Not Applicable New SI will be
I and Supply of months from responsible for AMC
Hardware and and O&M of existing
the date of PO)
Software. four CDR Data centers
after 3 month from
Milestone I(b)
date of PO or any
(for software 5
other date thereafter
months from fixed by BSNL till the
the date of PO) completion of
Milestone III.

Installation,
Testing,
Commissioning
and Training of Milestone II(a) O&M of new CDR
required hardware for hardware Data centers for
and software the migrated New SI will be
I&C (5 months
modules including SSAs has to be responsible for AMC
from the date and O&M of existing
mapping of all carried out for
of PO) smooth running four CDR Data centers
existing business
Milestone processes related of business after 3 month from
II to BSNL customers Milestone II(b) processes as part date of PO or any
along with sanity for Software of project other date thereafter
testing for Go-live I&C and golive implementation fixed by BSNL till the
and migration of for 2 SSAs (12 at the cost of completion of
two SSAs months from bidder. Milestone III.
identified by BSNL the date of PO)
(One SSA from
North/West & One
SSA from
South/East).

23
Milestone PAN India Migration within 15 O&M of new CDR New SI will be
III of existing months from Data centers for responsible for AMC
customer data and the date of PO. the migrated and O&M of existing
services. SSAs has to be four CDR Data centers
carried out for with effect after 3
smooth running month from date of
of business PO or any other date
processes as part thereafter fixed by
of project BSNL till the
implementation completion of
at the cost of Milestone III.
bidder.

Pan India
migration should
not get delayed
beyond
scheduled
period. In such
case warranty
period and O&M
period shall be
extended
accordingly at
the cost of
bidder.

Milestone AMC/O&M Not Applicable 1. AMC – Starts Not Applicable

V from
Completion of
two year of
Warranty

2. O&M- Starts
from the
completion of
Milestone
II(b)

Milestone DC Certification within one year Data Centre Not Applicable

VI from date of Certification- ISO
migration 27001, ISO
completion 20000, ISO
22301 and
sustenance audit
for above
certifications
shall be
responsibility of
the bidder for the
entire contract
period.

12.2 BSNL shall have the rights to extend the contract further for a period of one year on
same terms and conditions.

24
12.3 Bidders Shall arrange presentation on Solution Design and strength on
following points:
i) Detailed approach & methodology New Data center architecture and
implementation (Both Main and DR site ), implementation plan.

ii) Detailed approach & methodology Data centre equipment power and cooling
requirement details.

iii) Detailed approach & methodology AMC delivery management approach as

OEM/SSP back to back arrangements.

iv) Detailed approach & methodology ISO Certification approach as OEM/SSP back to
back arrangements.

v) Detailed on strength of solution proposed Computing such as server , operating

system and virtualization ( Please elaborate on sizing of solution in detail both for
overall solution and also at granular level of each application) .

vi) Detailed on strength of solution proposed Storage solution along with SAN
switches , VTL/Data Domain , automated Back up and archival solution .

vii) Detailed on strength of solution proposed Details about the proposed security
solution, setting up of Network operation centre (NOC) and security operation centre
(SOC) , with landscape of tools , best /latest practices to be followed and activities to
be carries out to ensure the complete compliance to security solution. Refer Section-3
Part B-28.
viii) BSNL shall have liberty to call bidder at any stage for presenation on
solution design (ie at tender evaluation time or during implemetaion period
after PO is placed.

25
 SECTION – 3 - PART B-1
Data Center Setup

1. Exiting Data Centers Set up:

BSNL implemented the CDR based Billing and customer care solution throughout India with
four zonal data centers as detailed below.

The two data centers viz. Kolkata and Hyderabad formed a pair for Disaster Recovery.
Similarly data centers of North (Chandigarh) and West zone (Pune) formed a pair for
Disaster recovery.

The implementation of CDR System has been divided into two projects namely as tabulated
below:

Project Name/ Name of Data Name of the circle served Number

the Center of SSAs
Present SI zones location served
served

Andhra Pradesh , , Telangana ,

CDR Project –I South
Hyderabad Karnataka , Kerala , Chennai 70
Zone
Telephones , Tamil Nadu
( SI - M/s HCL
info systems Ltd )
Kolkata Telephones , Assam ,
East
Kolkata Bihar , Jharkhand , NE-I & II , 67
Zone
Orissa , West Bengal , A&N

CDR Project –II Haryana , Himachal Pradesh ,

North
Chandigarh Punjab , UP - E , UP – W , 120
( SI - M/s TCS Ltd Zone
Uttaranchal , J&K , Rajasthan ,
)
Madhya Pradesh , Maharashtra ,
West Gujarat , Chhattisgarh
Pune 87
Zone

26
 2. CDR Project Architecture

The integrated CDR system architecture consisting of various sub-systems depicted below -

27
3.Hardware Architecture Diagram

28
4. Disaster Recovery Architecture

Disaster Recovery
Disaster Set-up (One site Active)
Applications Running on High-end server Partitions
Applications Running on High-end server Partitions
CRM Billing Mediation RA Weblogic EMS
North North North North North North

CRM Billing Mediation RA Weblogic EMS

West West West West West West

SAN (FC-Infrastructure)
SAN (FC-Infrastructure)

FAILED FCP/IP Gateway IP Network FCP/IP Gateway

North DC Data West DC Data

Replicated West DC Data North DC Data

BCV Copy North BCV Copy West

Offline Tape
Tape Library
Storage Online Storage Online Storage Offline Storage Library

North Data Center

(Active) West Data Center
(Active)

29
5. Following are the important hardware, network elements and software
applications –

Hardware resources in CDR system architecture: Hardware used for CDR project is
categorized in two broad levels for all categories of applications.

Edge class server: First category of servers are servers for applications which are multi
instance and scalable horizontally. For such category of applications, Rack mounted Blade
Servers/ Rack mounted StandaloneServers are used. These types of servers are utilized as
EMS Gateways, HTTP servers. SMTP servers, Print Servers, AAA Servers, Logical Security
Elements, Network Device Management Servers, DNS Servers, IVRS, Proxies, and other
similar allied applications etc.

Data center class server: Second category is of Datacenter class Servers for the purpose
of Database management where persistent data is stored and application servers where
business logic resides within which data is manipulated in response to a client’s request.

Integration with telecom switches and building of country wide WAN network –

CDR system implementation required connectivity to all the main telecom switches (around
3000 of various technology) and TAX (Trunk automatic Exchanges) switches for pulling of
CDRs and provisioning& de-provisioning of services. The details of total number of Main
switches are as given below:

Technology South East North West Total

OCB 283 92 56 70 59 277
30
 EWSD 57 39 42 38 176
AXE -10 25 0 0 0 25
5ESS 50 6 21 11 88
CDOT MAX-L 195 127 68 140 530
CDOT MAX-XL 448 277 363 683 1771
E-10B 57 38 46 62 203
CDOT SBM 15 413 131 87 646
Country wide exclusive TCP-IP based intranet was required to bebuilt for collection of CDRs
and provisioning & de-provisioning of services. CDR WAN (Wide Area Network) was
extended up to all the CSCs/CSRs /BSNL Call Centers and all the field staff (Outdoor
/Indoor/ MDFs location), Main and RSU /RLU exchanges, major BSNL offices including SSA
headquarters which took great amount of efforts and coordination with all concerned to
ensure the accessibility of the CDR applications to various users across the length and
breadth of the country covering all BSNL serving points.
Following network elements used to create the CDR WAN architecture are as follows -

Approximate Network equipment quantity used to create CDR WAN

West North East South Total

EXCHANGE ROUTER 964 1002 665 1028 3659

MANAGED EXCHANGE ETHERNET

920 462 148 687 2217
SWITCH

ETHERNET EXTENDER 512 524 207 223 1466

REMOTE ROUTER 1085 501 342 540 2468

Ethernet Switch with 16 no. 10/100

648 878 422 517 2465
BaseT ports(Optional)

AGGREGATION ROUTER 108 126 54 70 358

Additional module of 4 port E1 for

288 144 110 184 726
Aggregation router (Optional)

Additional module of E3 for Aggregation

4 0 0 0 4
router

Central Router 18 41 50 23 132

Additional module of 4 port E1 for

21 12 13 16 62
Central router (Optional)

Additional module of E3 for Central

3 0 0 0 3
router (Optional)

Additional module of STM-1 for Central

132 159 97 80 468
router (Optional)

As part of implementation of CDR project it was also necessary to establish a network to

connect all Level-I TAXs & Level-II TAXs for Interconnect billing in all circles.

31
 The diagram below gives a view of PAN India network that was created for connecting 3000
plus switches, Level I TAXs, Level II TAXs and six international gateways.

6. Description of Integration touch-points :

Systems Involved
Conne Type of
Interface Business Description
ctor Interface
System A System B

IP02 IVRS CRM Point-to- IVRS requests are passed to CRM for
Point and Booking Status.
Batch

IP04 Web Self CRM Point-to- The various requests received from
Care Point and the customer will be passed to the
Batch Web Self Care system. The requests
will be like:-

- Bill viewing
- Unbilled Information
- Bill payment
- Complaint booking &
monitoring
- General enquiry
- Directory enquiry
- Applying for & buying products
& services online
- Updating personal information
IP05 CRM Inventory Point-to- CRM system will send the request to
(Number/ Point Inventory to check whether the order
Port) request can be fulfilled or not. (For
Managemen service feasibility)
t

IP06a CRM Provisioning Through CRM system will post customer

EAI provisioning request in the form of
sales order which will detail all the
services opted by the customer. The
Provisioning system will provision
different services requested by the
customer.

IP06b CRM Billing Point-to- CRM will send the sales order to
Point and billing.
Batch

IP06c CRM Directory Batch CRM will send sales order to directory
Enquiry enquiry.

IP06d CRM Fraud Batch CRM will send sales order to Fraud
Managemen

32
 t System Management system.

IP07 Provisioni Switches Batch Provisioning system will send the

ng request to the various switch elements
to actually provide the service/setup
the link for the customer.

IP07-1 Provisioni AXE-10 Batch Provisioning system will send the

ng request to AXE-10 switch.

IP07-2 Provisioni OCB-283 Batch Provisioning system will send the

ng request to OCB-283 switch.

IP07-3 Provisioni 5ESS Batch Provisioning system will send the

ng request to 5ESS switch.

IP07-4 Provisioni EWSD Batch Provisioning system will send the

ng request to EWSD switch.

IP07-5 Provisioni WLL-ZTE Batch Provisioning system will send the

ng request to WLL switch.

IP08 Provisioni CDOT Batch Provisioning system will send the

ng Switches via request to the CDOT switch elements
Subs to actually provide the service/setup
Managemen the link for the customer.
t

IP08-1 Provisioni Sub Mgmt Batch Provisioning system will send the
ng (MAX- request to Sub Mgmt.
L,MAX-XL)

IP09 Provisioni Meter Based Batch Provisioning system will send the
ng Switches request to the Meter Based switch
elements to actually provide the
service/setup the link for the
customer.

IP09-2 Provisioni E-10B Batch Provisioning system will send the

ng request to E-10 B switch.

IP14 Switches Mediation Point-to- The Event data will flow from the
(New Point various switch elements to the
Tech) Mediation system which collects the
unrated events.

IP14-1 AXE-10 Mediation Point-to- Event data will flow from AXE-10
Point switch to Mediation.

IP14-2 OCB-283 Mediation Point-to- Event data will flow from OCB-283
Point switch to Mediation.

IP14-3 5ESS Mediation Point-to- Event data will flow from 5ESS switch

33
 Point to Mediation.

IP14- 5ESS Mediation Point-to- Event data will flow from 5ESS switch
3a Point to Mediation.

IP14-4 EWSD Mediation Point-to- Event data will flow from EWSD switch
Point to Mediation.

IP14- EWSD Mediation Point-to- Event data will flow from EWSD switch
4a Point to Mediation.

IP14-5 WLL-ZTE Mediation Point-to- Event data will flow from WLL switch
Point to Mediation.

IP15 CDOT Mediation Point-to- The Event data will flow from the
Switches via CES Point CDOT switch elements to the
Mediation system which collects the
unrated events.

IP15-1 CES Mediation Point-to- Event data will flow from CES to
(MAX-L, Point Mediation. (Data will come from MAX-
MAX-XL) L, MAX-XL to CES and then from CES
it will come to Mediation).

IP15- CES Mediation Point-to- Event data will flow from CES to
1a (MAX-L, Point Mediation. (Data will come from MAX-
MAX-XL) L, MAX-XL to CES and then from CES
it will come to Mediation).

IP16 Meter Mediation Point-to- The Event data will flow from the
Based via MTE Point Meter Based switch elements to the
Switches Mediation system which collects the
unrated events.

IP16-2 MTE Mediation Point-to- Event data will flow from E-10B switch
Point to Mediation.
(E-10B)

IP17 Mediation Billing Batch The Mediation system will provide the
unrated event data to Billing system,
where these unrated events will be
rated and billed for the customer.

IP18 Billing Accounting Batch The Billing system will pass the billing
related data (Journal) to the
Accounting system to perform various
Accounting related activities.

IP19 Payment Billing Batch For electronic payments – Online

Managem
ent

34
 System

IP19a Payment Billing Batch The Payment Gateway will provide the
Managem payment details made by the
ent customers to the Billing system.
System

IP19b Payment Accounting Batch Accounting data transfer

Managem
ent
System

IP20 IVRS IN Point-to- IVRS will send the Amount information

Point to IN to be debited for customer
against Bill adjustment.

IP21 Mediation Revenue Batch The Mediation system will provide data
Assurance to the Revenue Assurance system
which will provide the means to check
for the Revenue leakage processes.

CDR-s of the following category from

Mediation Device

 Post Mediated
 Filtered/Rejected out CDR-s
Mediation Configuration

 Trunk Groups
 Code Points
 Special Numbers
IP22 Billing Revenue Batch The Billing system will provide data to
Assurance the Revenue Assurance system which
will provide the means to check for
the Revenue leakage processes and
subscriber reconciliation.

CDR-s of the following category from

Rating System

 Payment details
 Rated CDR-s
 Rejected/Suspended CDR-s
 Billing Details
 Trunk Groups
 Code Points
 Special Numbers
IP23 Switches Revenue Batch The Subscriber Profile will flow from
- All Assurance the various switch elements to the
Technolo Revenue Assurance system which will
gy provide the means to check for

35
 subscriber reconciliation.

IP23-1 AXE-10 Revenue Batch The Subscriber Profile will flow from
Assurance AXE-10 switch to the Revenue
Assurance system.

IP23-2 OCB-283 Revenue Batch The Subscriber Profile will flow from
Assurance OCB-283 switch to the Revenue
Assurance system.

IP23-3 5ESS Revenue Batch The Subscriber Profile will flow from
Assurance 5ESS switch to the Revenue
Assurance system.

IP23-4 EWSD Revenue Batch The Subscriber Profile will flow from
Assurance EWSD switch to the Revenue
Assurance system.

IP23-5 MAX- Revenue Batch The Subscriber Profile will flow from
L,MAX-XL Assurance MAX-L, MAX-XL switch to the Revenue
Assurance system.

IP23-6 FETEX Revenue Batch The Subscriber Profile will flow from
Assurance FETEX switch to the Revenue
Assurance system.

IP23-7 E-10B Revenue Batch The Subscriber Profile will flow from E-
Assurance 10 B switch to the Revenue Assurance
system.

IP23-8 NEAX 61- Revenue Batch The Subscriber Profile will flow from
E Assurance NEAX 61-E switch to the Revenue
Assurance system.

IP23-9 WLL-ZTE Revenue Batch The Subscriber Profile will flow from
Assurance WLL switch to the Revenue Assurance
system.

IP24 Mediation Fraud Batch The Mediation system will provide the
Managemen CDR Data to the Fraud Management
t System system.

IP25 Fraud CRM Batch Fraud Management System sends the

Managem data related with fraud profile to CRM
ent system.
System

IP26 Billing Fraud Batch The Billing system will provide the
Managemen data to the Fraud Management system
t System to check for the various types of
fraudulent activities like :-

- non payment for the services

taken

36
 - misusing services provided to
the customer
IP27 Mediation Interconnec Batch The Mediation system will provide the
t data to the Interconnect system.

IP28 CRM Directory Point-to- The CSR will forward the customer’s
Enquiry Point Directory Enquiry Lookup requests
through CRM to the Directory Enquiry
system.

IP29 IVRS Directory Point-to- In order to automate the Directory

Enquiry Point Enquiry Lookup for the customer the
IVRS system will forward the customer
requests to the Directory Enquiry
system.

IP30 Billing Bill Batch The Billing system will provide the raw
Formatter billing data to the Bill Formatter
system so as to present the bill
information in the required format.

IP31 Bill Print & Batch The K-Click system will send the
Formatte Dispatch formatted bill to the Print & Dispatch
r where it will be printed and dispatched
to the customer.

IP32 Web Self Payment CWSC Payment details will be transferred to

Care Managemen integratio Payment management system after
t System n with All payment made by customer via
India payment gateway.
Payment
Portal

IP33 CRM Billing Through The CRM system will send the
EAI customer related information to the
Billing system to perform various
activities like :-

- Create Customer
- Create Account
- Update Customer
- Update Account
- Change Address
- Change Tariff
- Retrieve Billing Information
- Change Billing Information
- Retrieve Payment Information
- Change Equipment
- Activate Single Service
- Terminate Single Service
- Suspend Subscriber

37
 - Resume Subscriber
- Terminate Subscriber
- Reactivate Subscriber
- Transfer of Ownership
- Transfer of Credit
IP34 Billing CRM Batch The Billing data ( Customer Master,
Product Data) will be send to the CRM
system like:-

- Customer Balance Information

- Billing Dates Information

- Customer Financial Information

- Accounts Receivable Information

- Unbilled Calls Details

- Discount/Concession Information

- Call Summary Information

- Discount Plan Parameters

- The default billing cycle for the

Customer /Account

- Rating tariff against which a call was

rated

- A breakdown of calls making up an

invoice line.

IP35 CRM Enterprise Batch The CRM data will be provided to the
Reporting ER system to generate required
customised reports.

IP36 Billing Enterprise Batch The Billing data will be provided to the
Reporting ER system to generate required
customised reports.

IP38 External Enterprise Batch The External data will be provided to

Source Reporting the ER system to generate required
customised reports.

IP39 Mass Tool CRM Batch The Mass Provisioning tool will provide
data to the CRM system.

IP41 CRM SMTP Batch The CRM system will provide data to
the Message Gateway system to send
information as email messages.

IP42 IVRS SMTP Batch The IVRS system will provide data to
the Message Gateway system to send

38
 information as email messages.

IP43 CRM SMSC Batch The CRM system will send information
to the SMSC messaging system for
sending messages to the various
systems.

IP44 IVRS SMSC Batch The IVRS system will send information
to the SMSC messaging system for
sending messages to the various
systems.

IP45 SMSC Directory Batch The SMSC messaging system will send
Enquiry and receive message from Directory
Enquiry system.

IP50 CMTS Electronic Batch The CMTS system will send data to
Stapling Electronic Stapling (Zonal) system.
(Zonal)

IP51 NIB, GSM Electronic Batch The NIB, GSM system will send data
Stapling to Electronic Stapling (Central)
(Central) system.

IP52 Billing Electronic Batch The CDR Billing system will send &
Stapling receive data from Electronic Stapling
(Zonal) (Zonal) system.

IP57 HP SMTP Point-to- Email Alert related to Fault

OpenVie Point
w

IP58 HP SMS GW Point-to- Message Alert related to Fault

OpenVie Point
w

IP59 IVRS CRM Point-to- Fault Capture through IVRS.

Point

IP60 Fault Line Testing Through Fault Line Testing.

(CRM) (Clarity) EAI

IP64 Web Self Bill Point-to- CRM Service to K-Click for electronic
Care Formatter Point bill presentment.

IP65 Payment Revenue Point-to- Payment Details from Payment

Managem Assurance Point Management System for payment
ent reconciliation.
System

39
7. Software License Inventory of BSNL CDR Project :

7.1 Software License Inventory of SOUTH-EAST CDR DCs

SOUTH-EAST CDR DCs

S.N Item OEM Quantity

1 Billing Solution (Perpetual license) CSG/Kenan Corporate License
2 Accounting System (Perpetual license) Oracle 10
3 Bill formatter (Perpetual license) G1 2 set

4 Mediation(Perpetual license) Intec 10 Mn

5 Provision(Perpetual license) Clarity 10 Mn

6 Inventory Management (Perpetual license) Clarity 10 Mn

7 EAI (Perpetual license) Oracle FMW 2 set

8 DQ (Perpetual license) BTS Logic 10 Mn

9 EMS (Perpetual license) HPOV 2 set

10 NMS (Perpetual license) HPOV 2 set

11 CRM (Perpetual license) Siebel 11143

12 Web Self Care (Perpetual license) Siebel 2 set

13 Revenue Assurance (Perpetual license) Connectiva 10 Mn

14 Electronic Stapling (Perpetual license) G1 2 set

Enterprise Reporting Software (Perpetual
15 G1 2 set
license)
16 IOBAS –S/W Intec 10 Mn
17 Fraud Management-S/W Neural 10 Mn
18 CDOT Software Intec CGSI 2 set
19 Payment Management System TCS 2 set
20 Packetware Packetware 2 set

Oracle License Inventory for SOUTH-EAST CDR DCs

Item Name License Quantity

Oracle Real Application Clusters - Processor Perpetual 6
Oracle Application Adapter for Warehouse Builder for E-Business Suite -
2
Warehouse Builder Connector Perpetual
Oracle Partitioning - Processor Perpetual 5
Oracle Business Intelligence Server Administrator - Named User Plus
4
Perpetual
Business Activity Monitoring - Processor Perpetual 6
Oracle Internet Developer Suite - Named User Plus Perpetual 2
Warehouse Builder Enterprise ETL - Processor Perpetual 6
Oracle Data Profiling and Quality - Processor Perpetual 6

40
Oracle Internet Application Server Enterprise Edition - Processor Perpetual 6
Oracle Database Enterprise Edition - Processor Perpetual 164
Oracle Business Intelligence Suite Enterprise Edition Plus - Named User
450
Plus Perpetual
Fusion Middleware for Siebel - Processor Perpetual 9
Additional Siebel Analytics Server - Enterprise Edition - Physical Server
2
Perpetual
Siebel Marketing Campaign Analytics for Communications, Media & Energy
212
- Application User Perpetual
Siebel Server Extensions for UNIX - Analytics - Physical Server Perpetual 2
Siebel Marketing Customer Analytics for Communications, Media & Energy -
212
Application User Perpetual
Siebel Field Service - Application User Perpetual 960
Siebel Scheduling - Application User Perpetual 8140
Siebel eCustomer for CME - Concurrent User Perpetual 1100
Oracle Enterprise Asset Management - Enterprise Asset Management User
900
Perpetual
Oracle Service Contracts - Application User Perpetual 180
Siebel Reports - Application User Perpetual 1500
Siebel SmartScript - Application User Perpetual 400
Oracle Purchasing - Purchasing User Perpetual 10
Siebel Advanced Contracts - Application User Perpetual 1
Siebel Briefings - Application User Perpetual 1
Siebel Advanced Contracts - Application User Perpetual 1
Siebel Communications & Energy Convergence Option - Application User
1
Perpetual
Siebel Adaptive Integration - Named User Perpetual 1
Siebel Adaptive Integration - Named User Perpetual 1
Siebel Adaptive Integration - Named User Perpetual 1
Siebel Adaptive Integration - Named User Perpetual 1
Siebel Adaptive Integration - Named User Perpetual 1
Siebel Communications Service Base - Application User Perpetual 8140
Siebel Email/Web Offer Designer - Application User Perpetual 212
Siebel Sales Analytics for Communications, Media & Energy - Application
212
User Perpetual
Siebel Data Warehouse Application Console - Physical Server Perpetual 1
Siebel Tools - Application User Perpetual 150
Siebel Server Extensions for UNIX - Physical Server Perpetual 2
Siebel Customer Order Management Administrator - Application User
200
Perpetual
Siebel Analytics Platform Server-Enterprise Edition (w/10 CPU/server limit)
2
- Physical Server Perpetual
Siebel Configurator Runtime for Customers - Concurrent User Perpetual 8360
Siebel Report Designer - Application User Perpetual 145
Siebel Configurator Administration Server - Physical Server Perpetual 2
Siebel Adaptive Integration - Named User Perpetual 1
Siebel D&B Integration Solution - Application User Perpetual 1
Siebel D&B Integration Server - Physical Server Perpetual 1
Siebel Billing Management - Application User Perpetual 8140
Siebel CTI - Application User Perpetual 4080
Siebel Customer Order Management Administration Server - Per Customer
2
Perpetual
Siebel Email Response - Application User Perpetual 408
Siebel CME Contracts - Application User Perpetual 160
Siebel Remote Client - Application User Perpetual 500

41
Siebel CME Quote and Order Capture - Application User Perpetual 8160
Siebel Communications Marketing Automation Option - Application User
212
Perpetual
Siebel Campaigns - Application User Perpetual 650
Siebel Email Marketing Server - Physical Server Perpetual 2
Siebel Forecasting - Application User Perpetual 120
Siebel Dialogue Manager - Application User Perpetual 212
Siebel Dynamic Pricer - Application User Perpetual 8360
Siebel Marketing Resource Manager - Application User Perpetual 212
Siebel Service Analytics for Communications, Media & Energy - Application
212
User Perpetual
Siebel Order Analytics - Application User Perpetual 212
Siebel Marketing Events Analytics - Application User Perpetual 212
Siebel Communications Sales option - Application User Perpetual 8360
Siebel Marketing Planning Analytics - Application User Perpetual 212
Siebel Proposals & Presentations - Application User Perpetual 120
Financials - Financials User Perpetual 10
Siebel Segment Manager - Application User Perpetual 212
Siebel Marketing Server - Enterprise Edition unlimited records - Physical
2
Server Perpetual
Siebel HelpDesk Option - Application User Perpetual 8140

7.2 Software License Inventory of NORTH -WEST CDR DCs

NORTH -WEST CDR DCs

S.No Item OEM Quantity
1 Billing Solution (Perpetual license) Convergys 13.5 Mn
2 Accounting System (Perpetual license) MySAP 300
3 Bill formatter (Perpetual license) Fortune 2 set
4 Mediation (Perpetual license) Intec 9 Mn
5 Provision (Perpetual license) Clarity 9 Mn
6 Inventory Management (Perpetual license) Clarity 9 Mn

7 EAI (Perpetual license) Oracle FMW 2 set

8 DQ (Perpetual license) BTS Logic 9 Mn
9 EMS (Perpetual license) HPOV 2 set
10 NMS (Perpetual license) HPOV 2 set

11 CRM (Perpetual license) MySAP 9000

12 Web Self Care (Perpetual license) MySAP 2 set

13 Revenue Assurance(Perpetual license) Connectiva 9 Mn
Through Billing &
14 Electronic Stapling (Perpetual license) 2 set
CRM

15 Enterprise Reporting Software (Perpetual license) MySAP 2 set

16 IOBAS –S/W Intec 9 Mn

17 Fraud Management-S/W Neural 9 Mn

18 CDOT Software Intec CGSI 2 set

42
19 Payment Management System TCS 2 set
20 Packetware Packetware 2 set
21 Oracle RDBMS Oracle

7.3 Oracle License Inventory for NORTH -WEST CDR DCs :

Item Name License Quantity

Oracle Internet Application Server Enterprise Edition - Processor Perpetual 5
Fusion Middleware for SAP - Processor Perpetual 8
Oracle Database Standard Edition - Processor Perpetual 20
Oracle Database Enterprise Edition - Processor Perpetual 125
Oracle Real Application Clusters - Processor Perpetual 10
Oracle Partitioning - Processor Perpetual 8
Business Activity Monitoring - Processor Perpetual 5
Oracle Database Enterprise Edition - Processor Perpetual 81
Oracle Database Lifecycle Management Pack - Processor Perpetual 13
Oracle Partitioning - Processor Perpetual 95
Oracle Tuning Pack - Processor Perpetual 50
Oracle Diagnostics Pack - Processor Perpetual 50
Oracle Internet Application Server Enterprise Edition - Processor Perpetual 46
Oracle Internet Application Server Standard Edition - Processor Perpetual 29

8.1 Application Wise – Sever and OS details – South CDR DC

Application Name Core RAM(GB) OS - Version

HP-UX-B 11.23
Back-up server 3 3 24
HP-UX-B 11.23
Back-up server 4 2 8
HPUX-B 11.23
Back-up Server-1 2 8
HPUX-B 11.23
Back-up Server-2 2 8
HPUX-B 11.23
Back-up Server-5 4 16
HP-UX-B 11.23
Bill Formatter 1 8
HPUX-B 11.23
BTS DA Server 4 16
HPUX-B 11.23
BTS DB serevr 4 24
HPUX-B 11.23
BTS Open MW Server 3 17
HPUX-B 11.23
BTS Open Stat & Web 2 8
HP-UX-B 11.23
C Dot APP 1 20
HPUX-B 11.23
C Dot DB 4 32
HP-UX-B 11.23
C-Dot - DB 1 20
HPUX-B 11.23
C-DOT APP 8 61

43
 HPUX-B 11.23
CDOT-2(E stapling) 8 32
HPUX-B 11.23
CDOT-4(Estap) 4 32
HP-UX-B 11.23
Clarity - RT Server 2 20
HPUX-B 11.23
Clarity APP-1 5 50
HP-UX-B 11.23
Clarity APP-1 4 35
HPUX-B 11.23
Clarity APP-2 5 50
HPUX-B 11.23
Clarity APP-3 5 50
HPUX-B 11.23
Clarity App-4 5 50
HPUX-B 11.23
Clarity DB 34 120
HP-UX-B 11.23
Clarity DB 8 32
HP-UX-B 11.23
Clarity JBoss Custom 4 40
HP-UX-B 11.23
Clarity JBoss P2P 2 18
AIX-5.3
CRM - Siebel - ETL APP 2 7.75
AIX-5.3
CRM Analytics App-1 2 17
AIX-5.3
CRM Analytics App-1,ERP APP FO 6 33
AIX-5.3
CRM Analytics App-2 2 16
AIX-5.3
CRM ANALyTICS APP-2,ERP DB FO 4 16
AIX-5.3
CRM APP 5 5 46
AIX-5.3
CRM APP 7 5 46
AIX-5.3
CRM App-1 2 20
AIX-5.3
CRM APP-1 2 7.75
AIX-5.3
CRM APP-1 FO(SP01CR21) 2 20
AIX-5.3
CRM APP2 5 46
AIX-5.3
CRM APP-2 3 29
AIX-5.3
CRM APP-3 5 46
AIX-5.3
CRM APP-4 5 44
AIX-5.3
CRM APP-4 3 29.5
AIX-5.3
CRM APP-6 5 44
HPUX-B 11.23
CRM DB 47 120

44
 HP-UX-B 11.23
CRM DB 10 36
AIX-5.3
CRM ETL DB 2 7.75
AIX-5.3
CRM-ETL DB 2 10
AIX-5.3
CRM-ETL DB FO 2 9
HPUX-B 11.23
EAI APP Server-1 5 32
HP-UX-B 11.23
EAI APP server-1 3 24
HPUX-B 11.23
EAI APP Server-2 5 32
HPUX-B 11.23
EAI DB 10 49
HP-UX-B 11.23
EAI DB server 3 15
HP-UX-B 11.23
ER APP 2 8
HP-UX-B 11.23
ER DB 3 12
AIX-5.3
ERP App 4 16
AIX-5.3
ERP-DB 4 16
HP-UX-B 11.23
ESTAPLING DB-1 2 8
HP-UX-B 11.23
Estapling DB-2 4 9
HPUX-B 11.23
G1 Data flow app & DB server(ER) 7 30
HPUX-B 11.23
G1 Document Composition Suit 4 30
HPUX-B 11.23
G1 Document Composition Suit DB 4 12
AIX-5.3
IBM-AIX Storage node 2 7.75
HPUX-B 11.23
Intec Interconnect Server IOBAS 6 24
HPUX-B 11.23
J Boss Clarity WS 6 60
HPUX-B 11.23
J Boss Custom WS 6 60
HPUX-B 11.23
JBOSS P2P 4 16
HP-UX-B 11.23
KeN/An CS APP-1/KeN/An BP CS DB-1 4 33
HP-UX-B 11.23
KeN/An CS APP-2/KeN/An BP CS DB-2 4 32
HP-UX-B 11.23
KeN/An CS APP-3/KeN/An BP CS DB-3 4 32
HP-UX-B 11.23
KeN/An CS APP-4/KeN/An BP CS DB-4 4 31
HP-UX-B 11.23
KeN/An CS APP-5/KeN/An BP CS DB-5 4 32
HP-UX-B 11.23
KeN/An UG+MW server-1 4 32

45
 HP-UX-B 11.23
KeN/An UG+MW server-2 4 32
HPUX-B 11.23
Kenan BP CS DB- 2 5 40
HPUX-B 11.23
Kenan BP CS DB- 8 6 40
HPUX-B 11.23
Kenan BP CS DB-1 5 40
HPUX-B 11.23
Kenan BP CS DB-10 5 40
HPUX-B 11.23
Kenan BP CS DB-3 5 40
HPUX-B 11.23
Kenan BP CS DB-4 5 40
HPUX-B 11.23
Kenan BP CS DB-5 5 40
HPUX-B 11.23
Kenan BP CS DB-6 5 40
HPUX-B 11.23
Kenan BP CS DB-7 5 40
HPUX-B 11.23
Kenan BP CS DB-9 5 40
HPUX-B 11.23
Kenan CS app- 7 3 24
HPUX-B 11.23
Kenan CS app-1 3 24
HPUX-B 11.23
Kenan CS app-10 3 24
HPUX-B 11.23
Kenan CS app-2 3 24
HPUX-B 11.23
Kenan CS app-3 3 24
HPUX-B 11.23
Kenan CS app-4 3 24
HPUX-B 11.23
Kenan CS app-5 3 24
HPUX-B 11.23
Kenan CS app-6 3 24
HPUX-B 11.23
Kenan CS app-8 3 24
HPUX-B 11.23
Kenan CS app-9 3 24
HPUX-B 11.23
Kenan RA app 4 32
HPUX-B 11.23
Kenan RA DB 2 44
HPUX-B 11.23
Kenan UG + MW server 1 13 104
HPUX-B 11.23
Kenan UG + MW server 2 13 104
HPUX-B 11.23
Mediation 14 56
HP-UX-B 11.23
Mediation 7 48
HPUX-B 11.23
Minatour FDE DB Server 4 41
HPUX-B 11.23
Minatour FDE Production Server APP 4 41

46
 HPUX-B 11.23
OV config Mgmt server 2 8
HPUX-B 11.23
OVO server 4 16
HPUX-B 11.23
OVPI server 4 16
HP-UX-B 11.23
PMS APP 3 15
HPUX-B 11.23
PMS APP-1 5 24
HPUX-B 11.23
PMS App-2 5 24
HPUX-B 11.23
PMS DB 6 29
HP-UX-B 11.23
PMS-DB 4 16
HPUX-B 11.23
RT Server 6 52
HPUX-B 11.23
Storage node-2 6 8
RHEL 4.6
AAA SRVR__Failover 2 8
RHEL 4.6
AAA SRVR__Production 2 8
W2K3-EE-SP2
Active Directory Server__Production 4 4
W2K3-EE-SP2
All India dot soft server__Production 4 4
RHEL 5.2
All India dotsoft__Production 4 8
HP-UX 11.23
Archival Server__Production 2 8
RHEL 4.5
Billing Reporting Server__Production 4 4
HP-UX 11.23
Billing__TND 2 16
HP-UX 11.23
Billing-SIT__TND 2 16
HP-UX 11.23
BTS DA Server__DR 2 8
HP-UX 11.23
BTS Open stat&Web server__DR 2 8
HP-UX 11.23
BTS/EAI DEV__TND 2 8
RHEL 4.6
CA ORACLE DB__Production 2 8
CA Provisioning manager, CA Provisioning W2K3-EE-SP2
Server, JCS__Production 4 8
CA Directory Server (Corporate Store & RHEL 5.1
Provisioning Store)-Primary__Production 16 20
RHEL 5.1
CA Directory Server (SSO)__DR 16 6
W2K3-EE-SP2
CA IM ,Jboss Aplication Sever(SSO)__DR 16 20
W2K3-EE-SP2
CA IM,Jboss Application server__Production 8 20
W2K3-EE-SP2
CA IM,Jboss Application server__Production 16 16

47
 RHEL 4.6
CA Oracle DB__Production 2 8
CA Provisioning Manager , CA Provisioning W2K3-EE-SP2
Server & JCS(SSO)__DR 16 4
W2K3-EE-SP2
CA server__DR 16 20
CA siteminder policy server and jboss application W2K3-EE-SP2
server (WAM)__Production 16 20
CA SSO Server, CA SSO Policy & User Store and W2K3-EE-SP2
CA Reporting Server__Production 16 8
CA SSO Server, CA SSO Policy & User Store and W2K3-EE-SP2
CA\Reproting Server Server__Production 16 4
W2K3-SE-SP1
CCMA__Production 4 4
W2K3-SE-SP1
CCMA__Production 4 4
W2K3-SE-SP1
CCMASTD2__Production 4 4
HP-UX 11.23
CDOT/Clarity__TND 2 8
W2K3-EE-SP2
CHECK POINT REPORTING SERVER__Production 4 4
W2K3-EE-SP2
CHK POINT SERVER(PRIMARY)__Production 4 4
W2K3-EE-SP2
CHK POINT SERVER(SECONDARY)__Production 4 4
W2K3-EE-SP2
Cisco LMS Server Primary__Production 4 4
W2K3-EE-SP2
Cisco LMS Server Secondary__Production 4 8
RHEL 4.5
CLARITY WEB CACHE SRVR__Production 4 8
HP-UX 11.23
Clarity/PMS SIT__SIT 2 16
CentOS release 6.5
Clarity__DR 16 8
Communication Control Tool Kit W2K3-SE-SP2
(CCT)__Production 4 4
Communication Control Tool Kit W2K3-SE-SP2
(CCT)__Production 4 4
Communication Control Tool Kit W2K3-SE-SP2
(CCT)__Production 4 4
Communication Control Tool Kit W2K3-SE-SP2
(CCT)__Production 4 4
Communication Control Tool Kit W2K3-SE-SP2
(CCT)__Production 4 4
Communication Control Tool Kit W2K3-SE-SP2
(CCT)__Production 4 4
W2K3-SE-SP2
Contact Center Multimedia __Production 4 4
AIX 5.3
CRM Analytics App (East)__DR 2 9
W2K3-EE-SP2
CRM Documentation (T&D)__TND 4 5
W2K3-EE-SP2
CRM Documentation FO__FO 4 4
W2K3-EE-SP2
CRM Documentation PROD__Production 4 4

48
 AIX 5.3
CRM T&D (App,DB,Web)__TND 2 4
AIX 5.3
CRM Testing (App)__TND 2 4
AIX 5.3
CRM Testing Web server__TND 2 4
AIX 5.3
CRM Training Server__TND 2 9
RHEL 4.5
CRM web server external __DR 16 8
RHEL 4.5
CRM Web server Internal-1__DR 16 8
RHEL 4.5
CRM Web Server__Production 16 20
RHEL 4.6
CS Oracle DB Server ( RAC )__DR 2 8
RHEL 4.6
CS Oracle DB Server ( RAC )__DR 2 8
W2K3-EE-SP2
DC FTP Server__Production 4 4
RHEL 4.5
DNS Server__DR 4 8
W2K3-EE-SP2
EAI BAM APP__Production 4 13
W2K3-EE-SP2
EAI BAM DB & APP Server__T&D 16 20
RHEL 4.5
EAI BAM DB__Production 4 13
RHEL 4.6
EAI DEV BAM DB__T&D 2 8
EAI ORACLE WEB CACHE SERVER(LOAD RHEL 4.5
BALANCER)__Production 4 7
HP-UX 11.23
EAI SIT/TND__SIT/TND 2 16
HP-UX 11.23
EMS-OVO__TND 2 8
HP-UX 11.23
EMS-OVPI,EMS-SM & Radia__TND 2 8
EMS-Radia DRCS_proxy Application Server W2K3-EE-SP2
Lan__Production 16 8
EMS-Radia Reporting Application W2K3-EE-SP2
Server__Production 16 8
W2K3-EE-SP2
EMS-Radia__TND 4 4
W2K3-EE-SP2
EMS-Radia__TND 4 4
W2K3-EE-SP2
ER - Weblink Server__TND 4 4
ER G1 App. Server / PMS / ERP HP-UX 11.23
Accoutings__TND 2 16
W2K3-EE-SP2
ER Sagent Application__TND 4 8
W2K3-EE-SP2
ER Weblink Server__TND 4 4
AIX 5.3
ERP APP (East)__DR 2 9
AIX 5.3
ERP DB (East)__DR 2 9

49
 W2K3-EE-SP2
ESM REPORTING SRVR__Production 16 16
RHEL 4.5
FAILOVER OF EAI BAM__Failover 4 4
W2K3-EE-SP2
FAILOVER OF EMS1 & EMS2 __Failover 16 8
W2K3-EE-SP2
FAILOVER OF ESM1 & ESM2__Failover 4 10
RHEL 4.5
FAILOVER OF MSGING SERVERS__Failover 4 8
RHEL 4.5
FAILOVER OF SACS SERVER__Failover 4 4
W2K3-EE-SP2
FAILOVER OF SMS SERVER__Failover 4 3
W2K3-EE-SP2
FAILOVER OF SSIM SERVER__Failover 4 8
W2K3-EE-SP2
Failover server for SAX2__Failover 4 4
W2K3-EE-SP2
FMS ( Fraud Config Mgr)__DR 4 4
W2K3-EE-SP2
FMS (Case Manager)__DR 4 4
HP-UX 11.31
FMS__TND 2 8
FMS-Minotaur case mgr + Fraud config W2K3-EE-SP2
mgr__Failover 4 4
FMS-Minotaur case mgr + Fraud config W2K3-EE-SP2
mgr__Production 4 4
W2K3-EE-SP2
Free server__Free 4 4
HP-UX 11.23
Free Server__Free 2 8
HP-UX 11.23
Free Server__Free 2 8
W2K3-EE-SP2
G1 REPORTING WEB SRV__Production 8 16
W2K3-EE-SP2
GATEWAY-SMS SRVR__Production 4 4
W2K3-EE-SP2
GROUP 1 server (ER Web server)__DR 4 4
W2K3-EE-SP2
HIDS MGMT-SCSP__FO 4 4
W2K3-EE-SP2
HIDS MGMT-SCSP__Production 4 4
W2K8-EE-SP2
HP SIM Server__Production 4 8
RHEL 4.6
Http server( Selfcare Secondary)__Production 2 8
RHEL 4.6
Http server(Iobas Portal)__Production 2 8
RHEL 4.6
Http server(Selfcare & DQ Portal)__Production 2 8
HTTP Servers(Cache) (User For SSO Portal ,CA RHEL 4.5
IMAM) Rev Pxy SW LB __DR 4 8
RHEL 4.6
HTTP Servers(Portal) CRM Prospect__DR 2 8
HP-UX 11.23
IGNITE SERVER__Production 8 56

50
 RHEL 4.5
IMAM Reverse Proxy 1__Production 4 8
RHEL 4.5
IMAM Reverse proxy__T&D 4 4
RHEL 5.1
IMAM TND Directory Server__TND 16 20
RHEL 4.5
intec Term Server__DR 4 8
HP-UX 11.23
IOBAS Billing__DR 2 8
HP-UX 11.23
IOBAS Billing__TND 2 8
W2K3-EE-SP2
IOBAS Optimal Routing Apps Server__Production 8 4
RHEL 4.6
IOBAS Portal__DR 2 8
RHEL 5.5
Itpc Reporting Server __Production 16 20
RHEL 4.5
Itpc Reporting Server__Production 4 8
W2K3-SE-SP1
IVRS CCMS__Production 8 4
W2K3-SE-SP1
IVRS CCMS__Production 8 4
W2K3-SE-SP1
IVRS CCMS__Production 8 4
W2K3-SE-SP1
IVRS CCMS__Production 8 4
W2K3-SE-SP1
IVRS CCMS__Production 16 4
W2K3-SE-SP1
IVRS CCMS__Production 16 4
RHEL 4.5
IVRS DB server__DR 4 8
W2K3-SE-SP1
IVRS DB__Production 16 4
W2K3-SE-SP1
IVRS DB1__Production 16 4
W2K3-SE-SP1
IVRS LOCAL DB__Production 4 4
W2K3-SE-SP1
IVRS LOGGER ARCHIVER__Production 4 4
W2K3-SE-SP1
IVRS LOGGER ARCHIVER__Production 4 4
W2K3-SE-SP1
IVRS-CCMASTDI__Production 4 4
RHEL 4.5
IVRS-HINDI TTS__Production 4 7
RHEL 4.5
IVRS-SPANIM(Database)__Production 4 7
RHEL 4.5
IVRS-SPANIM(Database)__Production 4 10
RHEL 4.6
LDAP Secondary__Free 2 8
RHEL 5.6
Linux Storage Node__Production 4 8
W2K3-EE-SP2
LMS Server__DR 4 4

51
 W2K3-EE-SP2
Mediation portal__Production 4 4
HP-UX 11.23
Mediation/PMS__TND 2 8
RHEL 4.5
Messaging server 1__DR 4 4
RHEL 4.5
Messaging server 2__DR 4 8
RHEL 4.5
MESSAGING SRVR-Jatayu__Production 4 8
RHEL 4.5
MESSAGING SRVR-SMS__Production 4 9
HP-UX 11.23
Minotaur FDE APP__DR 2 8
HP-UX 11.23
Minotaur FDE DB/BTS DB server__DR 4 24
W2K3-EE-SP2
NACS Server__DR 4 4
W2K3-EE-SP2
Network Access controller server__Production 4 4
W2K3-EE-SP2
Network Access controller server__Production 4 4
CentOS-7.2
New TRAI Application__TND 12 16
W2K3-EE-SP2
NIDS-SYMANTEC CONSOLE__Production 4 13
W2K3-EE-SP2
NIDS-SYMANTEC CONSOLE__Production 4 4
W2K3-SE-SP1
Nortel Contact Center__Production 4 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
Nortel Contact Recording/IVRS LOGGER W2K3-SE-SP1
RECRDR__Production 16 4
W2K3-SE-SP1
Nortel Logger Viewer__Production 4 4
W2K3-SE-SP1
Nortel Logger Viewer__Production 4 4
W2K3-SE-SP2
Nortel Quality Monitoring__Production 4 4
W2K3-SE-SP1
Nortel Quality Monitoring__Production 4 4
W2K3-SE-SP1
Optimally Telephony Manager__Production 4 4
W2K3-SE-SP1
Optimally Telephony Manager__Production 4 4

52
 RHEL 4.5
Oracle EAI BAM Server__DR 4 4
W2K3-EE-SP2
Oracle EAI BAM Server__DR 4 13
W2K3-SE-SP2
OSCAR__Production 4 2
W2K3-SE-SP2
OSCAR__Production 4 2
HP-UX 11.23
OVO server__DR 2 8
HP-UX 11.23
OVSD server__DR 2 8
HP-UX 11.23
Packetware__DR 2 8
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 4
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 4
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 4
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 4
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 4
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 4
Solaris 10g V5.10
Payment Reminder, Dunning__Production 2 2
RHEL 6.5
POC Testing __Production 16 8
RHEL 6.5
POC Testing__POC 4 8
W2K12-SE
POC Testing__Production 4 20
W2K3-EE-SP2
Policy Server/RP for PMS/IM__TND 16 8
RHEL 4.5
PRIMARY DNS SERVER__Production 4 8
HP-UX 11.23
PRIMARY PACKETWARE SERVER__Production 2 8
W2K3-EE-SP2
Provisioning__TND 4 4
RHEL 4.5
Proxy server__Production 4 8
RHEL 4.5
Proxy server__Production 4 8
HP-UX 11.23
RA APP__DR 2 8
HP-UX 11.23
RA DB__DR 2 8
W2K3-EE-SP2
Report server__TND 4 4
Reverse Proxy Server(crm,dq,iobas prod) LB RHEL 4.5
with RPX2__DR 4 8
RHEL 4.5
Reverse Proxy-1 ( Selfcare & DQ)__Production 4 8
W2K3-EE-SP2
SACS-ESM REPRTNG SRVR__Production 4 8

53
 RHEL 4.5
SACS-eTrust ACCESS CNTRL__Production 4 4
RHEL 4.5
SECONDARY DNS SERVER__Production 4 8
HP-UX 11.23
SECONDARY PACKETWARE SERVER__FAILOVER 2 16
SECONDARY SYMANTEC END POINT SERVER- W2K3-EE-SP2
Secondary__Production 4 4
HP-UX 11.31
Service Manager__Production 4 14
RHEL 4.5
SMTP Server__DR 4 4
RHEL 4.5
SMTP SRVR__Failover 4 8
RHEL 4.5
SMTP SRVR__Production 4 8
W2K3-EE-SP2
SSIM SERVER__Production 4 7
HP-UX 11.31
Storage Node - 10__Production 2 8
HP-UX 11.23
Storage Node - 9__Production 2 8
HP-UX 11.23
Storage Node__DR 2 8
HP-UX 11.23
Storage Node__DR 2 8
HP-UX 11.23
Storage Node__DR 2 8
Symantec Endpoint production ( Antivirus ) W2K3-EE-SP2
Server-Primary__Production 4 8
Symantec Enterprise Security W2K3-EE-SP2
Manager__Production 4 8
Symantec Enterprise Security W2K3-EE-SP2
Manager__Production 4 8
RHEL 4.5
T&D DNS Server__TND 4 5
W2K3-EE-SP2
Virtual Source safe__Production 4 4
RHEL 4.5
VPN OBB1__Production 4 5
RHEL 4.5
WEB SERVER EXTERNAL__Failover 16 20
RHEL 4.5
WEB SERVER EXTERNAL__Production 16 20
RHEL 4.5
WEB SERVER EXTERNAL__Production 16 20
W2K3-EE-SP2
Windows Storage Node__Production 4 3.25
W2K3-EE-SP2
Wipro - EMC Gateway Server__Production 4 4

54
 8.2 Application Wise – Sever and OS details – East CDR DC :

Application Name Core RAM(GB) OS - Version

Back-up Server-1 2 8 HP-UX B 11.23

Back-up Server-2 1 8.62 HP-UX B 11.23

BTS DA Server 4 16 HP-UX B 11.23

BTS DB serevr 4 24 HP-UX B 11.23

BTS Open MW Server 2 12 HP-UX B 11.23

BTS Open Stat & Web 2 8 HP-UX B 11.23

CDOT-1 2 32 HP-UX B 11.23

CDOT-3 2 24 HP-UX B 11.23

Clarity APP-2(Load balacing mode) 4 28 HP-UX B 11.23

Clarity Element connect & Service server( Load

balancing with EP02CL22) 4 40 HP-UX B 11.23

Clarity J Boss P2P 4 32 HP-UX B 11.23

Clarity JBoss WS 3 30 HP-UX B 11.23

Clarity JBoss P2P 2 8 HP-UX B 11.23

Clarity Jboss(WS) Load Balancing Mode 4 39 HP-UX B 11.23

clarity service & config Mgr (DB) 12 64 HP-UX B 11.23

CRM - App - 6 4 0.03 IBM-AIX

CRM - App 2 5 0.03 IBM-AIX

CRM - Siebel - Application server 5 0.04 IBM-AIX

CRM - Siebel - ETL 2 0.01 IBM-AIX

CRM Analytics APP-1 ( Informatica) 1 0 IBM-AIX

CRM Analytics APP-1,CRM Analytics APP-2 DR 2 0.02 IBM-AIX

CRM App 5 4 0.03 IBM-AIX

CRM APP-1 DR 4 0.02 IBM-AIX

CRM APP-2 DR 4.7 0.04 IBM-AIX

CRM APP-3 DR 4 0.04 IBM-AIX

CRM ETL DB 1 0 IBM-AIX

55
CRM ETL DB DR 1 0.01 IBM-AIX

EAI APP Server-1 3 24 HP-UX B 11.23

EAI DB server 5 24 HP-UX B 11.23

EAI Oracle DB server 6 30 HP-UX B 11.23

ERP - Oracle - Application server 2 0.01 IBM-AIX

ERP - Oracle - DB server 2 0.01 IBM-AIX

Estappling DB1 4 11.6 HP-UX B 11.23

Estappling/Estappling DB2 4 16 HP-UX B 11.23

F.O - PE01CR02,PE01CR24 4 0.02 IBM-AIX

F.O - PE01CR04,PE01CR03 4 0.02 IBM-AIX

F.O - PE01CR22 2 0.01 IBM-AIX

F.O- PE01CR21 4 0.03 IBM-AIX

G1 Data flow app & DB server 6 16 HP-UX B 11.23

G1 Document Composition Suit ( BIF ) 4 16 HP-UX B 11.23

G1 Document Composition Suit DB 2 8 HP-UX B 11.23

Intec Interconnect Server 3 12 HP-UX B 11.23

Kenan BP CS DB-1 5 40 HP-UX B 11.23

Kenan BP CS DB-2 4 40 HP-UX B 11.23

Kenan BP CS DB-3 4 39 HP-UX B 11.23

Kenan BP CS DB-4 4 40.5 HP-UX B 11.23

Kenan BP CS DB-5 5 40 HP-UX B 11.23

Kenan CS app-1 3 24 HP-UX B 11.23

Kenan CS APP-10+ Kenan BP CS DB-10 4 30.4 HP-UX B 11.23

Kenan CS app-2 3 24 HP-UX B 11.23

Kenan CS app-3 3 24 HP-UX B 11.23

Kenan CS app-4 3 24 HP-UX B 11.23

Kenan CS app-5 4 24 HP-UX B 11.23

Kenan CS APP-7 + Kenan BP CS DB-7 5 50 HP-UX B 11.23

Kenan CS APP-7 + Kenan BP CS DB-7 4 32 HP-UX B 11.23

56
Kenan CS APP-9+ Kenan BP CS DB-9 4 32 HP-UX B 11.23

Kenan RS apps+DB 2 10.6 HP-UX B 11.23

Kenan UG + MW server 2 8 64 HP-UX B 11.23

Mediation 9 48 HP-UX B 11.23

Mediation 14 56 HP-UX B 11.23

Minatour FDE DB Server 3 23.6 HP-UX B 11.23

Minatour FDE Production Server 2 13.4 HP-UX B 11.23

New Instance For CRM 4 0.03 IBM-AIX

OV config Mgmt srver 2 8 HP-UX B 11.23

OVO server (OVO(NNM),RADIA,SM DB) 4 15 HP-UX B 11.23

OVPI server 4 14.8 HP-UX B 11.23

PMS DB 4 16 HP-UX B 11.23

PMS APP 5 25 HP-UX B 11.23

RA server 1 4 HP-UX B 11.23

STORAGE NODE 6 1 4 HP-UX B 11.23

STORAGE NODE-1 4 16 HP-UX B 11.23

STORAGE NODE-2 2 8 HP-UX B 11.23

AAA Server__PROD 1 8 RHEL AS 4.6

AAA SRVR__PROD 1 8 RHEL AS 4.7

ACD (Automatic Call Distribution) Server

__PROD 4 8 WINDOWS 2K3STD

Archive recorded calls to storage__PROD 2 4 WINDOWS 2K3STD

Backup Server__DR 2 8 HP-UX 11.23

BAM DB restoration Server__PROD 8 16 RHEL 4.5

BTS DA Server __DR 2 8 HP-UX 11.23

BTS DB serevr__DR 2 12 HP-UX 11.23

BTS Open Stat & Web__DR 2 8 HP-UX 11.23

CA ORACLE DB(IMAM)__PROD 1 8 RHEL AS 4.6

CA Provisioning manager, CA Provisioning

Server, JCS__PROD 4 8 WINDOWS 2K3ES

57
CA Directory Server 8 20 RHEL 5.1 - 64 BIT

CA Directory Server __PROD 8 16 RHEL 5.1 - 64 BIT

CA Directory Server __PROD 4 8 WINDOWS 2K3ES

CA Directory Server__PROD 8 16 RHEL 5.1 - 64 BIT

CA IM ,Jboss Aplication Sever__PROD 4 16 WINDOWS 2K3ES

CA IM,Jboss Application server__PROD 4 20 RHEL 6.5

CA Oracle DB Server 2__PROD 1 8 RHEL AS 4.6

CA ORACLE DB SERVER__PROD 1 8 RHEL AS 4.6

CA Oracle DB__PROD 1 8 RHEL AS 4.6

CA Provisioning Manager , CA Provisioning

Server & JCS__PROD 4 8 WINDOWS 2K3ES

CA Provisioning manager CA provisioning Server

& JCS __PROD 4 16 WINDOWS 2K3ES

CA Siteminder Policy Server & Jboss App

Serv__PROD 4 16 WINDOWS 2K3ES

CA siteminder policy server and jboss

application server (WAM)__PROD 4 20 RHEL 5.1

CA SSO SERVER , CA SSO Policy & User Store

& CA Reporting Server __PROD 4 16 WINDOWS 2K3ES

CA SSO Server, CA SSO Policy & User Store and

CA\Reproting Server Server__PROD 4 8 RHEL 6.5

CDM DB - Mediation(South)__Training 2 8 HP-UX

CDOT-2(E stapling) & G1 Data flow app & DB

server(ER)__DR 8 32 HP-UX

CDOT-4(Estap)__DR 2 8 HP-UX

Cisco LMS Server Primary__PROD 2 4 WINDOWS 2K3ES

Clarity App OWC ( Standalone Mode)__PROD 2 4 RHEL ES 4.5

Clarity DB Server(South)__Training 2 8 HP-UX

CLARITY WEB CACHE SRVR__PROD 2 4 RHEL ES 4.5

Client access of Agent configuration and View

Reports through web browser__PROD 2 4 WINDOWS 2K3STD

Client access of recorded calls through web

browser__PROD 2 4 WINDOWS 2K3STD

58
Cluster setup__T&D 2 4 RHEL ES 4.5

CLUSTER-10 (Messeging 1 & 2 Failover) RHEL ES 4.5 - 64

__PROD 2 8 BIT

Currently used in LRS restoration CENTOS RELEASE

purpose__PROD 2 8 6.8

Currently used in ERP Reverse Proxy)__PROD 2 4 RHEL ES 4.5 X32

RHEL AS 4.6 - 64
CLUSTER-2 (Fail Over AAA )__PROD 1 8 BIT

CLUSTER-3 (Fail Over ESM1 & ESM2 Server

)__PROD 2 8 WINDOWS 2K3ES

CLUSTER-4 (Fail Over SMTP)__PROD 2 8 RHEL ES 4.5

CLUSTER-5 ( Fail Over EMS1 & EMS2)__PROD 4 8 WINDOWS 2K3ES

CLUSTER-6 (Failover SAX2 ) __PROD 4 16 RHEL ES 4.5

CLUSTER-7(For FW Manager,Reporter,Dev
Manager ) 2 4 RHEL ES

CLUSTER-8 (Fail OVER of HIDS

EP42SCP1)__PROD 2 4 WINDOWS 2K3ES

Connect to CCMS and__PROD 4 8 WINDOWS 2K3STD

Contact Center Related Report__PROD 2 4 RHEL 6.1

CRM East Product Master Training__Training 2 16 AIX 5.3

CRM East Product Master Traning__Training 2 4 RHEL AS 6.5

CRM South Product Master__Training 2 4 AIX 5.3

CRM South Product Master__Training 2 4 AIX 5.3

CRM web server cluster external__PROD 8 16 RHEL ES 4.5

CRM web server cluster internal__PROD 8 16 RHEL ES 4.5

CRM web server fialover cluster__PROD 8 16 RHEL ES 4.5

CTD dump files Allocated for Clarity OWC

failover__PROD 2 4 WINDOWS 2K3ES

CWSC Oracle DB__T&D 2 10 HP-UX 11.31

CWSC oracle Web cache__Prod 2 8 RHEL 6.5

Database of subscriber calls are made on per

day basis & to be mapped with Storage__PROD 4 8 WINDOWS 2K3STD

59
DMS (LMS)__PROD 2 4 WINDOWS 2K3ES

DNS and Time Server__T&D 2 4 RHEL 4.5

DNS Server__PROD 2 8 RHEL 4.5

DNS Server__PROD 2 8 RHEL 4.5

DQ AND CRM REVERSE PROXY__PROD 2 4 RHEL 4.5

DQ and selfcare Servers(Portal)/ Prospect

server__PROD 1 8 RHEL 4.5

DR DB(South IVRS Data Base)__DR 2 8 RHEL 4.5

EAI APP Oracle Web Cache__PROD 2 4 RHEL 4.5

EAI BAM__PROD 2 8 RHEL 4.6

EAI BAM__PROD 2 8 WINDOWS 2K3STD

EAI BAM2 Fail Over __PROD 2 8 RHEL 4.5

EAI BUG FIX (APP)__Training 2 8 HP-UX

EMS(Radia OS manager)__PROD 4 8 WINDOWS 2K3STD

EMS(Radia Patch manager)__PROD 4 8 WINDOWS 2K3STD

Enterprise Security Manager (ESM) ( for Server

management)__PROD 2 8 WINDOWS 2K3STD

Enterprise Security Manager (ESM)( for desktop

management)__PROD 2 8 WINDOWS 2K3STD

EP48OWC__PROD 2 4 RHEL 6.5

ESRS Server ,EMC__PROD 2 4 WINDOWS 2K3STD

Fail Over CA SSO SERVER , CA SSO Policy &

User Store & CA Reporting Server )__PROD 4 16 WINDOWS 2K3STD

Fetching Data from CRM & mapped with

Storage__PROD 2 8 RHEL 4.5

Firewall Device Manager(ALTEON SEC

MANAGER)__PROD 2 4 WINDOWS 2K3STD

Firewall Management(CHK POINT MGT

CONSOLE)__PROD 2 4 WINDOWS 2K3STD

Firewall Reporter(CHK POINT )__PROD 2 4 WINDOWS 2K3STD

FMS ( Fraud Config Mgr)__PROD 2 4 WINDOWS 2K3STD

2 4 WINDOWS 2K3STD
FMS-Minotaur case mgr + Fraud config
60
mgr__PROD

G1 Data flow app __DR 2 8 HP-UX 11.23

G1 REPORTING WEB SRV__PROD 2 4 WINDOWS 2K3STD

GROUP 1 server (ER server) ( Allocated for ER

portal failover)__PROD 2 4 WINDOWS 2K3STD

GROUP 1 server (ER server)__PROD 4 16 WINDOWS 2K3STD

GUI based maintenance of EPBX__PROD 0 4 WINDOWS 2K3STD

HIDS Management__PROD 2 4 WINDOWS 2K3STD

HIDS Management__PROD 2 4 WINDOWS 2K3STD

HP Service Manager __DR 2 8 HP-UX 11.23

HP Service Manager Prod__Prod 2 8 HP-UX 11.23

HTTP Servers(Cache) (User For SSO Portal ,CA

IMAM)__PROD 2 8 RHEL 4.5

HTTP Servers(Cache) (User For SSO Portal ,CA

IMAM)__PROD 2 8 RHEL 4.5

IGNITE Server__Prod 2 16 HP-UX 11.23

IMAM Proxy Server__PROD 2 4 RHEL 4.5

intec Term Server__PROD 4 4 WINDOWS 2K3STD

IOBAS HTTP Server(Portal)__PROD 1 8 RHEL 4.5

IOBAS PORTAL SERVER__PROD 2 8 RHEL ES 4.5

IRSServer ,HP__PROD 2 4 WINDOWS 2K8STD

JBoss Custom-OWC ( Standalone Mode)__PROD 2 4 RHEL ES 4.5

Kenan BillingTraining__Training 2 16 HP-UX

Kenan RS DB/BCV2__DR 2 16 HP-UX

Kenan RS apps/BCV2__DR 2 16 HP-UX

LDAP server Free__PROD 1 8 RHEL AS

LRS server__PROD 2 8 RHEL ES

Mediation Portal__Prod 4 5 WIN 2K3

RHEL ES 4.5 - 64
Messaging ( Jatayu App)__PROD 2 8 BIT

61
MESSAGING SRVR(gateway server)__PROD 2 8 RHEL AS 4.6

MESSAGING SRVR__PROD 2 4 RHEL AS 4.6

RHEL ES 4.5 - 64
Messaging( Messaging App and DB)__PROD 2 8 BIT

Minatour FDE APP Server__DR 2 16 HP-UX

Minatour FDE DB Server__DR 2 16 HP-UX

Multimedia and Outbound feature

control__PROD 2 4 WINDOWS 2K3STD

NACS__PROD 2 4 WINDOWS 2K3ES

NACS__PROD 2 4 WINDOWS 2K3ES

Network Access controller server__PROD 2 4 WINDOWS 2K3ES

New Proxy server in MZ__PROD 2 4 WINDOWS 2K3STD

NIDS Management__PROD 2 12 WINDOWS 2K3ES

NIDS Management__PROD 2 12 WINDOWS 2K3ES

Oracle EAI BAM Server__PROD 2 12 WINDOWS 2K3ES

RHEL ES 4.5 - 64
Oracle EAI BAM Server__PROD 2 12 BIT

Other recorder than Master server after Slave

1__PROD 4 8 WINDOWS 2K3STD

Other recorder than Master server__PROD 4 8 WINDOWS 2K3STD

OVO Server__DR 2 8 HP-UX

Packetware __DR 2 8 HP-UX

Packetware N+1__PROD 2 8 HP-UX

Packetware Production__Prod 2 8 HP-UX

Plan for SACS ESM REPORTING SERVER(

currently not in use)__PROD 2 8 WINDOWS 2K3ES

PMS UAT __Training 2 8 HP-UX

PRIMARY DNS SERVER__PROD 2 8 RHEL ES 4.5

Print Server__PROD 2 4 WINDOWS 2K3STD

RHEL AS 4.6 - 64
Rac Restoration ( Currently Not in use)__PROD 1 8 BIT

62
Redundant of CCMA Active__PROD 2 4 WINDOWS 2K3STD

Redundant of IVR Database 1__PROD 4 8 WINDOWS 2K3STD

Redundant of Master Server__PROD 4 8 WINDOWS 2K3STD

Redundant of SPAN IM1__FO 2 8 RHEL ES 4.5

Replicate database of Active server into standby

server__PROD 4 8 WINDOWS 2K3STD

SACS(eTrust Access Control,Linux)__PROD 2 4 RHEL ES 4.5

SDMS (SSIM)__PROD 2 12 WINDOWS 2K3ES

SDMS (SSIM)__PROD 2 12 WINDOWS 2K3ES

Self care web portal__PROD 1 8 RHEL AS 4.6

Siebel Documentation/ failover of

EP53CRD1__Failover 4 5 WIN 2K3

Siebel Documentation/Production__Prod 2 5 WIN 2K3

SMTP Server__PROD 2 8 RHEL ES 4.5

SMTP SRVR__PROD 2 4 RHEL ES 4.5

South & East Messaging (Jatayu T & RHEL ES 4.5 - 64

D)__Training 2 4 BIT

South DR ERP APP__DR 2 8 AIX 5.3

South DR ERP APP__DR 2 8 AIX 5.3

South DR ERP DB__DR 2 8 AIX 5.3

South DR ERP DB__DR 2 8 AIX 5.3

South DR@East Intec Interconnect Server__DR 4 12 HP-UX

Squid & Proxy __Prod 2 7 RHEL ES 4.5

Storage Node__Prod 2 4 AIX 5.3

Storage Node-7__BKP 2 12 WINDOWS 2K3ES

Storage Node-8__BKP 2 8 RHEL ES 4.5

Supervision and monitoring of calls__PROD 2 4 WINDOWS 2K3STD

Symantec Endpoint production ( Antivirus )

Server-Primary__PROD 2 4 WINDOWS 2K3ES

Symantec Endpoint Protection( WINDOWS 2008

Secondary)__PROD 2 8 EE

63
 WINDOWS 2008
Symantec Endpoint Protection__PROD 2 8 EE

Tertiary DNS in MZ__PROD 1 4 RHEL 4.5

TRAI audit server(BSNL DBA team)__PROD 2 8 RHEL 6.1

UAT FTP Dump,Bill FTP,PMS FTP and HPUX BCV

server__T&D 2 16 HP-UX B 11.23

used for T & D Cluster setup__T&D 2 4 RHEL 4.5

WEB SERVER EXTERNAL__PROD 2 12 RHEL 4.5

WEB SERVER INTERNAL__PROD 8 20 RHEL 4.5

WINDOWS 2008
Windows 2k3 Directory Server Primary__PROD 2 4 SE

Windows 2k3 Directory Server WINDOWS 2008

Secondary__PROD 2 4 SE

Back-up Server-1 2 8 HP-UX B 11.23

Back-up Server-2 1 8.62 HP-UX B 11.23

BTS DA Server 4 16 HP-UX B 11.23

BTS DB serevr 4 24 HP-UX B 11.23

8.3 Application Wise – Sever and OS details – NDC :

Application Name Core RAM(GB) OS Environment

BIF-APP 3 8 HPUX B 11.23

BIF-APP DR 3 8 HPUX B 11.23

BIF-DB 2 8 HPUX B 11.23

BIF-DB DR 1 9 HPUX B 11.23

Billing- DRP1 DR 2 17 HPUX B 11.23

Billing- ECA DR 1 4 HPUX B 11.23

Billing- IRB1 21 119 HPUX B 11.23

Billing-DRP1 3 35 HPUX B 11.23

Billing-DRP2 3 35 HPUX B 11.23

Billing-DRP2 DR 2 16 HPUX B 11.23

Billing-ECA1 2 8 HPUX B 11.23

64
Billing-IRB DR 10 66 HPUX B 11.23

CDOT- DB DR 2 8 HPUX B 11.23

CDOT-APP 4 16 HPUX B 11.23

CDOT-APP DR 2 8 HPUX B 11.23

CDOT-DB 2 14 HPUX B 11.23

Clarity- APP1 DR 2 18 HPUX B 11.23

Clarity- APP2 DR 2 18 HPUX B 11.23

Clarity- DB 19 74 HPUX B 11.23

Clarity- DB DR 8 33 HPUX B 11.23

Clarity-APP1 4 33 HPUX B 11.23

Clarity-APP2 3 33 HPUX B 11.23

Clarity-APP3 3 33 HPUX B 11.23

Clarity-Jboss 4 59 HPUX B 11.23

Clarity-Jboss DR 2 23 HPUX B 11.23

CRM- APP1 DR 1 31 HPUX B 11.23

CRM- APP2 9 59 HPUX B 11.23

CRM- APP2 DR (Currently CRM APP-6 Prod) 12 72 HPUX B 11.23

CRM- APP3 9 61 HPUX B 11.23

CRM- APP3 DR 3 31 HPUX B 11.23

CRM- APP4 19 102 HPUX B 11.23

CRM- APP4 DR 4 27 HPUX B 11.23

CRM- APP5 12 61 HPUX B 11.23

CRM- APP5 DR 4 18 HPUX B 11.23

CRM- DB 24 80 HPUX B 11.23

CRM- DB DR 10 40 HPUX B 11.23

CRM-APP1 9 61 HPUX B 11.23

DQ-BTDA 2 15 HPUX B 11.23

DQ-BTDB 2 20 HPUX B 11.23

DQ-BTMW 2 19 HPUX B 11.23

DQ-BTSW 2 8 HPUX B 11.23

EAI- APP 6 33 HPUX B 11.23

65
EAI- APP DR 3 16 HPUX B 11.23

EAI- DB 8 33 HPUX B 11.23

EAI- DB DR 4 16 HPUX B 11.23

EMS- OVPI 4 16 HPUX B 11.23

EMS-OVO 3 16 HPUX B 11.23

EMS-Radia 2 8 HPUX B 11.23

ER(BI)- APP 4 20 HPUX B 11.23

ER(BI)-DB 7 33 HPUX B 11.23

ERP(Accounting)-APP 1 8 HPUX B 11.23

ERP(Accounting)-DB 1 8 HPUX B 11.23

E-Stapling 2 16 HPUX B 11.23

FMS-DB+App 8 47 HPUX B 11.23

IOBAS 4 25 HPUX B 11.23

Mediation 9 25 HPUX B 11.23

Mediation DR 7 7 HPUX B 11.23

Networker Node-1 2 10 HPUX B 11.31

Networker Node-2 2 23 HPUX B 11.31

NP01IRB1, NP03KCK, NP02OVOS,

NP04BWA1, NP02INCT, NP04FDED 21 120 HPUX B 11.23

NP02DRP1, NP03BWD1, NP01ERPD,

NP04IMTE, NP03PMS2 9 35 HPUX B 11.23

NP03DRP2, NP01CDD1, NP02CLTD,

NP03BTMW, NP04EAIF, NP02ERPA, NP02ESAP 9 33 HPUX B 11.23

NP04CDS2, NP01CRMD, NP02BTDB,

NP03EAID, NP02CTVD, NP01EPD 24 79 HPUX B 11.23

NP04ECA1, NP04BTSW, NP01OVSD,

NP02EPAP 2 16 HPUX B 11.23

NP04KCKD, NP03CDS1, NP01BTDA,

NP03OVCM, NP04OVPI, NP04PMS1 4 20 HPUX B 11.23

PMS- DB DR 2 11 HPUX B 11.23

PMS-APP 3 16 HPUX B 11.23

PMS-APP DR 2 8 HPUX B 11.23

PMS-DB 3 25 HPUX B 11.23

RA-DB+APP 6 25 HPUX B 11.23

66
Service Manager 2 8 HPUX B 11.23

Storage Node-1 2 8 HPUX B 11.23

Storage Node-2 4 14 HPUX B 11.23

Storage Node-3 2 8 HPUX B 11.23

Storage Node-4 2 8 HPUX B 11.23

Storage Node-5 2 12 HPUX B 11.23

WSC- APP 2 16 HPUX B 11.23

WSC- APP DR 1 9 HPUX B 11.23

WSC- DB DR 4 20 HPUX B 11.23

WSC-DB 5 33 HPUX B 11.23

DNSN - NP41DNSN(Production) 4 8 RHEL 4.5 (32Bit)

AAA Server__Production 4 8 RHEL 4.5 (32Bit)

AAA Server__DR 4 8 RHEL 4.5 (64Bit)

Access Management__DR 8 8 RHEL 4.5 (32Bit)

ADS __Production 4 4 W2K3 EE

Antivirus Management__Production 4 8 W2K3 EE

Antivirus Management__Production 4 8 W2K3 EE

Backup portal__Production 4 4 RHEL 4.5 (32Bit)

Backup Server__DR 2 8 HPUX B 11.23

BAM__DR 4 4 W2K3 EE

BAM Server__Failover 4 4 W2K3 EE

BAM Server__DR 4 4 W2K3 EE

CA Directory Server (Corporate Store &

Provisioning Store)__Production 8 16 RHEL 5.4(64 Bit)

CA Directory Server (Corporate Store &

Provisioning Store)__Production 8 16 RHEL 5.4(64 Bit)

CA IM,JBoss Application Server__Production 8 8 W2K3 EE

CA IM,JBoss Application Server__DR 8 12 W2K3 EE

CA Provisioning Manager, CA Provisioning

Server and JCS__Production 4 8 W2K3 EE

CA Provisioning Manager, CA Provisioning

Server and JCS__Production 8 12 W2K3 EE

8 12 W2K3 EE
CA Siteminder Policy Server and CA IM,JBoss

67
Application Server.__Production

CA Siteminder Policy Server and JBoss

Application Server(WAM)__Production 8 8 W2K3 EE

CA SSO Server, CA SSO Policy & User Store

and CA Reporting Server__Production 8 8 W2K3 EE

CA SSO Server, CA SSO Policy & User Store

and CA Reporting Server__DR 8 8 W2K3 EE

CCMA__Production 4 4 W2K3 SE

CCMA__Production 4 4 W2K3 SE

CCMM__Production 8 8 W2K3 SE

CCMS__Production 4 4 W2K3 SE

CCMS__Production 8 8 W2K3 SE

CCMS__Production 8 8 W2K3 SE

CDM DB Mediation T&D__T&D 2 8 HPUX B 11.23

Clarity__Production 4 4 RHEL 4.5(64 Bit)

clarity__Production 4 8 RHEL 4.5(64 Bit)

Click Report Suite Designer

Module__Production 4 4 W2K3 EE

Click Report Suite Designer Module__DR 4 4 W2K3 EE

Clone server for checkpoint__Production 4 8 W2K3 EE

Database__Production 8 8 W2K3 SE

DNS clone (NP42SSADNS) 4 4 RHEL 4.5(32 Bit)

DMS(LMS)__Production 4 4 W2K3 EE

DMS(LMS)__DR 4 4 W2K3 EE

DMS(UGC)/Firewall __Failover 4 4 W2K3 EE

DMS(VMS)__Production 4 4 W2K3 EE

DMS(VMS)__DR 4 4 W2K3 EE

DNS Server__Failover 4 4 RHEL 4.5(32 Bit)

DNS Server__Production 4 4 RHEL 4.5(32 Bit)

DNS Server__DR 4 4 RHEL 4.5(32 Bit)

DQ__Production 8 12 RHEL 4.5(64 Bit)

DQ__Spare 8 8 RHEL 4.5(32 Bit)

DBA Team Server 8 8 RHEL 4.5(32 Bit)

68
DQ BTS DA app+DB DR__DR 2 8 HPUX B 11.23

DQ BTS Open SW+MW DR__DR 4 16 HPUX B 11.23

DR Storage Node__DR 4 4 RHEL 4.5(64 Bit)

dunning portal__Production 8 12 RHEL 4.5 (32Bit)

dunning portal__Production 8 12 RHEL 5.1 (32 Bit)

EMS__Production 4 4 W2K3 EE

EMS__Production 4 4 W2K3 EE

EMS OVCM+OVSD DR__DR 2 8 HPUX B 11.23

EMS OVO DR__DR 2 8 HPUX B 11.23

EMS OVPI DR__DR 2 8 HPUX B 11.23

Enterprise Security
Manager(ESM)__Production 4 8 W2K3 EE

Enterprise Security
Manager(ESM)__Production 4 8 W2K3 EE

Enterprise Security Manager(ESM)__Failover 4 8 W2K3 EE

ER/BI APP DR__DR 2 8 W2K3 EE

ER/BI DB DR__DR 2 8 W2K3 EE

ERP APP +DB DR__DR 2 8 W2K3 EE

ESM Reporting Server__Production 4 4 W2K3 EE

ESM Reporting Server/SACS__Failover 4 4 W2K3 EE

E-stapling DR__DR 2 8 HPUX B 11.23

Firewall Device Manager__Production 4 4 W2K3 EE

Firewall Management__Production 4 4 W2K3 EE

Firewall Management__Production 4 4 W2K3 EE

FMS__Production 4 4 W2K3 EE

FMS__Production 4 4 W2K3 EE

FMS__DR 4 4 W2K3 EE

FMS APP+DB DR__DR 4 16 HPUX B 11.23

FTP Server__Production 2 4 RHEL 4.5 (32Bit)

FTP Server__Production 4 8 W2K3 EE

Given to Wipro team for SDP

implementation__Spare 4 4 W2K3 EE

69
HIDS Management__Production 4 4 W2K3 EE

HIDS Management__Failover 4 4 W2K3 EE

Hindi TTS Servers__Production 4 4 W2K3 SE

HTTP Server__Production 4 4 RHEL 4.5 (32Bit)

HTTP Server__Production 4 4 RHEL 4.5 (32Bit)

HTTP Server__Production 4 4 RHEL 4.5 (32Bit)

clarity__Production 4 4 RHEL 4.5(64 Bit)

HTTP Server__Production 4 4 RHEL 4.5 (32Bit)

HTTP Server__Production 4 4 RHEL 4.5 (32Bit)

HTTP Server__DR 4 4 RHEL 4.5 (32Bit)

Ignite server + Archival DB Prod__Production 2 8 HPUX B 11.23

IM-AM ODB DR__DR 8 12 RHEL 4.6 (64 Bit)

Intec Term Server__DR 8 12 W2K3 EE

intec Term Server(optimal

routing)__Production 4 4 W2K3 EE

IOBAS__Production 4 4 RHEL 4.5 (32Bit)

IOBAS DR__DR 2 8 HPUX B 11.23

ITPC server__DR 4 4 RHEL 4.5 (32Bit)

LDAP__DR 4 8 RHEL 4.6 (64 Bit)

LOCAL CCDB__Production 8 8 W2K3 SE

LOCAL CCDB__Production 8 8 W2K3 SE

Logger Archiever__Production 4 4 W2K3 SE

Logger Quality Monitoring__Production 4 4 W2K3 SE

Logger Recoder__Production 8 8 W2K3 SE

Logger Recoder__Production 8 8 W2K3 SE

Logger Recoder__Production 8 8 W2K3 SE

Logger Recoder__Production 8 8 W2K3 SE

Logger Viewer__Production 4 4 W2K3 SE

Mediation Server__Production 2 4 W2K3 EE

Messaging Gateway__Failover 4 4 RHEL 4.8(64 Bit)

Messaging Gateway__Production 4 4 RHEL 4.8(64 Bit)

70
Messaging Gateway__Production 4 4 RHEL 4.8(64 Bit)

Messaging Gateway__DR 4 4 RHEL 4.5(64 Bit)

NACS__Production 4 4 W2K3 EE

NACS__Production 4 4 W2K3 EE

NACS__DR 4 4 W2K3 EE

NCC__Production 4 4 W2K3 SE

NIDS Management__Production 4 4 W2K3 EE

NIDS Management__Production 4 4 W2K3 EE

OIM-App+DB__DR 8 8 RHEL 5.1(64 Bit)

Oracle DB__Production 4 8 RHEL 4.8 (64Bit)

Oracle DB__Production 8 8 RHEL 4.8 (64Bit)

Oracle EAI BAM APPS__Production 4 8 W2K3 EE

Oracle EAI BAM DB__Production 4 8 W2K3 EE

OTM__Production 4 4 W2K3 EE

Packetware DR__DR 2 8 HPUX B 11.23

Packetware Production__Production 2 8 HPUX B 11.23

Paxketware Failover__Failover 2 8 HPUX B 11.23

Proxy server__Production 4 4 RHEL 4.5(32 Bit)

RA APP+DB DR__DR 4 16 HPUX B 11.23

Released for LC FMS__Spare 8 12 RHEL 5.1 (32 Bit)

Required for IOBAS__T&D 2 4 W2K3 EE

Required for IOBAS__T&D 2 4 W2K3 EE

Reverse Proxy Server__Production 4 8 RHEL 4.5 (64Bit)

Reverse Proxy Server__Production 4 8 RHEL 4.5 (64Bit)

Reverse Proxy Server__Production 4 8 RHEL 4.5 (64Bit)

Reverse Proxy Server__DR 4 8 RHEL 4.5 (32Bit)

Reverse Proxy Server__DR 4 8 RHEL 4.6 (64 Bit)

RSP Server __Production 4 8 W2K8 EE

RX Storage Node - 1__Production 2 8 HPUX B 11.23

RX Storage Node - 2__Production 2 8 HPUX B 11.23

RX Storage Node - 3__Production 2 8 HPUX B 11.23

71
SACS__Production 4 4 W2K3 EE

SACS__Failover 4 4 W2K3 EE

SACS__Production 4 4 W2K3 EE

Security Server(SDMS)__Production 4 4 W2K3 EE

Security Server(SDMS)__Production 4 4 W2K3 EE

Security Server(SDMS)__Failover 4 4 W2K3 EE

SMS DB T&D__T&D 2 4 RHEL 4.8 (64Bit)

SMS Gateway__Production 4 4 W2K3 EE

SMS Gateway__Failover 4 4 W2K3 EE

SMS Gateway__DR 4 4 W2K3 EE

SMS Gateway__DR 4 4 W2K3 EE

SMS Gateway(Fax)__Production 4 4 W2K3 EE

SMTP Server__Production 4 8 RHEL 4.5(32 Bit)

SMTP Server__Failover 4 8 RHEL 4.5(32 Bit)

SMTP Server__DR 4 8 RHEL 4.5(32 Bit)

SPAN IM__Production 8 8 RHEL 4.5(32 Bit)

SPAN IM__Production 8 8 RHEL 4.5(32 Bit)

Spare Server__Spare 8 8 Windows-2008

Spare Server__Spare 8 12 RHEL 4.7(32 Bit)

SPIM DR__DR 4 4 RHEL 4.5(32 Bit)

Storage node__Production 4 4 W2K8 EE

Storage node__Production 4 4 RHEL 5.11(64 Bit)

T&D for Billing/packetware__T&D 2 8 HPUX B 11.23

T&D for SAP__T&D 2 8 HPUX B 11.23

T&D for SAP__T&D 2 8 HPUX B 11.23

Trex Server__Production 4 4 W2K3 EE

Trex Server__Failover 4 4 W2K3 EE

Trex Server__DR 4 4 W2K3 EE

User by BSNL for performance monitoring

portal__T&D 2 4 RHEL 5.1 (32 Bit)

User Store and CA Reporting

Server__Production 8 8 W2K3 EE

72
Web dispatcher (29.9.10)__Production 4 8 RHEL 4.5(32 Bit)

BIF-APP 3 8 HPUX B 11.23

8.4 Application Wise – Sever and OS details –WDC :

RAM(GB
Application Name Core ) OS Environment
HPUX B 11.23
Backup Storage Node 1 4 8
HPUX B 11.23
Back-up Server-1 2 16
HPUX B 11.23
Back-up Server-2 2 8
HPUX B 11.23
Backup Storage Node 2 4 16
HPUX B 11.23
Bill Formatter Apps 3 12
HPUX B 11.23
Bill Formatter DB 1 4
HPUX B 11.23
CDOT Apps 4 20
HPUX B 11.23
CDOT Apps 2 8
HPUX B 11.23
CDOT DB 1 8
HPUX B 11.23
CDOT-1 DB 2 16
HPUX B 11.23
Clarity Apps1 4 25
HPUX B 11.23
Clarity DB 8 32
HPUX B 11.23
Clarity - Provisioning & Inventory Apps 4 54
HPUX B 11.23
Clarity Apps 1 2 25
HPUX B 11.23
Clarity Apps 2 3 25
HPUX B 11.23
Clarity Apps 2 2 24
HPUX B 11.23
Clarity Apps 3 3 25
HPUX B 11.23
Clarity DB - Provisioning & Inventory 19 102
HPUX B 11.23
Clarity JBoss 2 25
HPUX B 11.23
Convergys - Billing Apps 1 35
HPUX B 11.23
Convergys - Billing Apps 3 35
HPUX B 11.23
Convergys - Billing Apps 2 12
HPUX B 11.23
Convergys - Billing DB 23 119
HPUX B 11.23
Convergys Billing DB 10 66

73
 HPUX B 11.23
Convergys Billing DRP1 2 17
HPUX B 11.23
Convergys Billing DRP2 2 17
HPUX B 11.23
Convergys Billing ECA 1 4
HPUX B 11.23
CRM APP3 5 30
HPUX B 11.23
CRM Appl 2 (d12) 9 61
HPUX B 11.23
CRM Apps 1 5 31
HPUX B 11.23
CRM Apps 2 5 30
HPUX B 11.23
CRM Apps 3 (d14) 9 61
HPUX B 11.23
CRM Apps 4 4 31
HPUX B 11.23
CRM Apps 4 (d16) 9 70
HPUX B 11.23
CRM Apps 5 (d10) 9 61
HPUX B 11.23
CRM Apps 5 (d10) 4 31
HPUX B 11.23
CRM DB 12 40
HPUX B 11.23
DQ - BTS Apps 2 20
HPUX B 11.23
DQ - BTS Apps 2 16
HPUX B 11.23
DQ - BTS Apps 2 12
HPUX B 11.23
DQ BTS DB 2 8
HPUX B 11.23
EAI Apps 2 16
HPUX B 11.23
EAI DB 4 16
HP-UX B.11.23
Electronic Stapling -TCS DB 1 16
HPUX B 11.23
EMS DB 2 8
HPUX B 11.23
EMS DB 3 16
HPUX B 11.23
FO Cluster 1 21 119
HPUX B 11.23
FO Cluster 2 14 48
HPUX B 11.23
FO Cluster 3 19 71
HPUX B 11.23
FO Cluster 5 24 80
HPUX B 11.23
FO Cluster 6 2 16
HPUX B 11.23
FO Cluster 7 4 20
HPUX B 11.23
Fortune IT- Bill Formatter Apps 6 25
74
 HPUX B 11.23
Fortune IT- Bill Formatter DB 2 8
HPUX B 11.23
Intec - IOBAS DB 4 16
HPUX B 11.23
Intec - Mediation Apps 14 48
HPUX B 11.23
Mediation 9 25
HPUX B 11.23
Minatour -FMS Apps +DB 8 57
HPUX B 11.23
NMS Apps 2 8
HPUX B 11.23
NMS/NNM DB 4 16
HPUX B 11.23
Oracle EAI Apps 6 33
HPUX B 11.23
Oracle EAI DB 8 33
HP-UX B.11.23
PMS 1 Apps 3 25
HPUX B 11.23
PMS Apps 2 8
HPUX B 11.23
PMS DB 2 12
HP-UX B.11.23
PMS2 DB 3 16
HP-UX B.11.23
Revenue assurance DB + Apps 6 16
HPUX B 11.23
SAP - CRM Apps 1 (d02) 9 70
HPUX B 11.23
SAP - CRM DB 24 80
HPUX B 11.23
SAP - Enterprise Reporting Apps 4 18
HPUX B 11.23
SAP - Enterprise Reporting DB 4 18
HPUX B 11.23
SAP - ERP Apps 1 8
HPUX B 11.23
SAP - ERP DB 1 8
HPUX B 11.23
SAP - WSC Apps 2 16
HPUX B 11.23
SAP - WSC DB 9 37
HPUX B 11.23
Storage Node 3 2 8
HPUX B 11.23
Storage Node 4 2 8
HPUX B 11.23
Storage Node 5 1 4
HPUX B 11.23
WSC Apps 1 8
HPUX B 11.23
WSC DB 4 20
RHEL ES 4.5
AAA Server__DR 2 4
RHEL ES 4.5
AAA Server__Failover 2 8
75
 RHEL ES 4.5
AAA Server__Production 2 8
W2K3-EE-SP2
ADS__T & D 2 4
W2K3-EE-SP2
Alteon Security Manager __Production 2 4
HP UX 11.23
Backup server__DR 2 8
W2K3-EE-SP2
backup server__DR 2 4
W2K3-EE-SP2
BAM Server__Production 2 8
RHEL ES 4.5
BAM__Failover 2 4
RHEL ES 4.5
BAM__Production 2 8
HP UX 11.23
BTS DB - DQ__DR 2 8
CA Connector Express and Reporting Server W2K3 R2 EE SP2
__T & D 2 4
CA Driectory Server 8.1 SR 18 (both corporate RHEL S R5.1
and provisioning directory)__T & D 4 12
W2K3 R2 EE SP2
CA IM Provisioning Server __T & D 4 8
W2K3-EE-SP2
CA IM R 12 CR 5__T & D 4 8
W2K3 R2 EE SP2
CA IM,JBoss Application Server__Production 4 12
CA Provisioning Manager, CA Provisioning W2K3 R2 EE SP2
Server and JCS__Production 4 8
CA Provisioning Manager, CA Provisioning W2K3-EE-SP2
Server and JCS__Production 4 10
CA Siteminder Policy Server and CA IM,JBoss W2K3 R2 EE SP2
Application Server.__Production 4 12
CA Siteminder Policy Server and JBoss W2K3 R2 EE SP2
Application Server(WAM)__Production 4 8
CA SSO Server, CA SSO Policy & User Store W2K3 R2 EE SP2
and CA Reporting Server__Production 4 8
CA SSO Server, CA SSO Policy & User Store W2K3 R2 EE SP2
and CA Reporting Server__Production 4 12
W2K3-SE- SP1
Case Manger__DR 2 4
W2K3-SE- SP1
CCMA__Production 2 4
W2K3-SE- SP1
CCMA__Production 2 4
W2K3-SE- SP1
CCMM__Production 2 4
W2K3-SE- SP1
CCMS__Production 4 8
W2K3-SE- SP1
CCMS__Production 4 8
HP UX 11.23
CCMS__Production 4 8
HP UX 11.23
CDM DB - Mediation__T & D 2 8
HP UX 11.23
CDOT SM Simulation Server__T & D 2 8
76
 W2K3-EE-SP2
CDOT SM Training Server__T & D 2 8
W2K3-EE-SP2
Click Report Suite Designer Module__Production 2 4
W2K3-EE-SP1
Cluster 01__Failover 2 4
W2K3-EE-SP2
Cluster 02__Failover 2 4
RHEL ES 4.5
Cluster 03__Failover 2 4
W2K3-EE- X64 SP2
Cluster 04__Failover 2 4
W2K3-SE- SP1
Cluster 05__Failover 2 4
Convergys Billing Test and Development RHEL ES 4.5
Simulation and Trg Server 1__T & D 8 32
RHEL ES 4.5
DATA BASE__Production 4 8
RHEL ES 4.5
DNS Server__DR 2 4
RHEL ES 4.5
DNS Server__Production 2 4
HP UX 11.23
DNS SERVER__Production 2 4
HP UX 11.23
DNS Server__T & D 2 4
HP UX 11.23
EAI FMW For Siebel/PeopleSoft__T & D 2 8
HP UX 11.23
EMS - OVO__DR 2 8
W2K3-EE-SP2
EMS - OVO__T & D 2 8
W2K3-EE-SP2
EMS - OVSD__DR 2 8
W2K3-EE-SP2
EMS__DR 2 4
W2K3-EE-SP2
EMS__DR 2 8
W2K3-EE-SP2
EMS__Failover 2 4
W2K3-EE-SP1
EMS__Production 2 4
W2K3-EE-SP2
EMS__Production 2 4
HP UX 11.23
EMS__T & D 2 4
W2K3-EE-SP2
EMS__T & D 2 4
W2K3 R2 EE SP2
ER-DB__DR 2 8
HP UX 11.23
ESM Reporting Server__Production 2 4
W2K3-EE-SP2
eSSO (windows)__DR 4 8
HP UX 11.23
E-stappling__DR 2 8
W2K3-EE-SP2
FMS ( Fraud Config Mgr)__T & D 2 4
77
 W2K3-EE-SP2
FMS Apps & DB__DR 8 32
W2K3-EE-SP2
FMS__DR 2 4
W2K3-EE-SP2
FMS__Production 2 4
W2K3-EE-SP2
FMS__Production 2 4
W2K3-SE- SP1
Gateway ( Fax Server)__Production 2 4
RHEL ES 4.5
Gateway (SMS Gateway)__Failover 2 4
RHEL ES 4.5
Gateway (SMS Gateway)__Production 2 4
RHEL ES 4.5
Hindi TTS__Production 2 4
RHEL ES 4.5
Http Server __T & D 2 4
RHEL ES 4.5
HTTP Server__DR 2 4
RHEL ES 4.5
HTTP Servers__DR 2 4
RHEL ES 4.5
HTTP Servers__DR 2 4
RHEL ES 4.5
HTTP Servers__Production 2 8
RHEL S R5.9
HTTP Servers__Production 2 4
W2K3-EE-SP2
HTTP Servers__Production 2 8
HP UX 11.23
HTTP Servers__Production 2 4
W2K3-EE-SP2
HTTP Servers__Production 2 4
W2K3-EE-SP2
HTTP Servers__Production 2 4
HP UX 11.23
Inetc Term Server__DR 4 18
HP UX 11.23
Intec Interconnect Server - IOBAS__T & D 2 8
RHEL S R5.1
Intec Interconnect Server - IOBAS__T & D 2 4
W2K3-SE- SP1
intec Term Server__Production 4 8
RHEL ES 4.5
Intermediate server__T & D 8 32
RHEL ES 4.5
IOBAS __DR 2 8
RHEL AS 4.8
IOBAS WEB __Production 2 4
RHEL S R5.4
IVRS __T & D 2 4
RHEL S R5.1
IVRSPare04__T & D 2 4
RHEL S R5.1
IVRSPARE04__T & D 2 4
W2K3-EE-SP2
IVRSPare05__DR 2 4
78
 W2K3-EE-SP2
LDAP__DR 2 8
W2K3-SE- SP1
LDAP__Production 4 16
W2K3-SE- SP1
LDAP__Production 4 16
W2K3-SE- SP1
LMS__DR 2 4
W2K3-SE- SP1
LMS__Production 2 4
W2K3-SE- SP1
LOCAL CC DB__Production 4 8
W2K3-SE- SP1
LOCAL CC DB__Production 4 8
W2K3-SE- SP1
Logger Arch__Production 2 4
W2K3-SE- SP1
Logger QM__Production 2 4
W2K3-SE- SP1
Logger Recorder__Production 4 8
W2K3-SE- SP1
Logger Recorder__Production 4 4
W2K3-EE-SP2
Logger Recorder__Production 4 4
RHEL ES 4.8
Logger Recorder__Production 4 4
RHEL ES 4.5
Logger Recorder__Production 4 4
RHEL ES 4.5
Logger Recorder__Production 4 4
RHEL ES 4.5
Logger Viewer__Production 2 4
W2K3-EE-SP2
MEDPORTAL WDC BSNL__Production 2 4
W2K3-EE-SP2
Messaging Gateway ( Jatayu)__DR 4 4
W2K3-EE-SP2
Messaging Gateway Server__Production 2 4
W2K3-SE- SP1
Messaging Gateway Server__Production 2 4
RHEL AS 4.7
Messaging Gateway__Failover 2 4
RHEL ES 4.5
NACS ( Network Access Control Syst)__DR 2 4
RHEL ES 4.5
NACS__Failover 2 4
RHEL AS 4.6
NACS__Production 2 4
RHEL AS 4.6
NCC__Production 2 4
RHEL AS 4.6
NMS__T & D 2 8
W2K3-EE-SP1
OAM -Primary__DR 4 12
W2K3-SE- SP1
OAM -Primary__Production 4 8
HP UX 11.23
OIM-App+DB__DR 4 12
79
 HP UX 11.23
OIM-Web__DR 4 8
HP UX 11.23
Oracle 10g R2__T & D 4 8
HP UX 11.23
Oracle DB__Production 1 8
RHEL ES 4.5
Oracle DB__Production 2 8
HP UX 11.23
Oracle EAI BAM Server - EAI __T & D 2 8
RHEL ES 4.5
Oracle EAI BAM server (Apps & DB)__DR 2 8
RHEL ES 4.5
OTM__Production 2 4
RHEL AS 4.6
OVPI __DR 2 8
RHEL AS 4.6
Packetware Failover__T & D 2 8
RHEL AS 4.8
Packetware Production__T & D 2 8
RHEL AS 4.8
Packetware__DR 4 16
RHEL ES 4.5
Proxy __Production 2 4
W2K3-EE-SP2
RA Apps & DB__DR 4 16
RHEL ES 4.5
Reverse Proxy Server__DR 2 8
W2K3-EE-SP2
Reverse Proxy Server__DR 2 8
HP UX 11.23
Reverse Proxy Server__Production 4 16
HP UX 11.23
Reverse Proxy Server__Production 2 16
W2K3-EE-SP1
Reverse Proxy Server__Production 2 8
HP UX 11.23
Reverse Proxy Server__Production 2 8
W2K3-EE-SP2
Reverse Proxy Server__Production 2 8
W2K3-EE-SP2
RSP__Production 2 4
W2K3-EE-SP2
SACS__Production 2 8
W2K3-EE-SP2
SACS__Production 2 4
RHEL ES 4.5
SAP Accounting System(ERP)__DR 2 8
RHEL ES 4.5
SAP CRM__T & D 8 32
RHEL ES 4.5
SAP Trex (windows-edge) server__T & D 2 8
RHEL ES 4.5
SAP-ERP apps & DB__DR 2 8
RHEL ES 4.5
Security Servers__Production 2 4
RHEL ES 4.5
Security Servers__Production 2 4
80
 RHEL ES 4.5
Smart Center Server__Production 2 4
W2K3-EE-SP2
Smart View Reporter__Production 2 4
HP UX 11.23
SMTP Server__DR 2 4
HP UX 11.23
SMTP Server__Failover 2 8
W2K3-EE-SP2
SMTP Server__Production 2 8
RHEL S R5.3
SPAM IM APPServer__Failover 4 8
HP UX 11.23
SPAM IM APPServer__Production 4 12
W2K3-EE-SP2
SPAM IM APPServer__Production 2 4
W2K3-EE-SP2
SPIM 3__Production 2 4
W2K3-EE-SP2
STAG1__Production 2 4
W2K3-EE-SP2
Storage Node 1__DR 2 8
W2K3-EE-SP2
Storage Node 2__DR 2 8
W2K3-EE-SP2
STORAGE NODE 6__Production 2 4
RHEL ES 4.8
STORAGE NODE 7__Production 2 4
W2K3-EE-SP2
SW and GW Server - DQ__DR 2 8
W2K3-EE-SP2
Symantec Client Secuirty __Production 2 8
RHEL ES 4.5
Symantec Client Security __Production 2 8
W2K3-EE- X64 SP2
Symentic Console (NIDS) __Failover 2 4
W2K3-EE-SP2
Symentic Console (NIDS) __Production 2 4
W2K3-EE-SP2
Symentic Critical System Protection__Failover 2 4
Symentic Critical System W2K3-EE-SP2
Protection__Production 2 4
HPUX B 11.23
Trex Server__DR 2 4
HPUX B 11.23
Trex Server__Failover 2 4
HPUX B 11.23
Trex Server__Production 2 4
HPUX B 11.23
Udan Server__Production 2 4
HPUX B 11.23
Used by CDR Billing WDC BSNL__Production 2 8
HPUX B 11.23
Val Assement & Policy__Production 2 8
HPUX B 11.23
Val Assement & Policy__Production 2 8
HPUX B 11.23
VMS__DR 2 4
81
 HPUX B 11.23
VMS__Production 2 4
HPUX B 11.23
WIN BackupK(ivrs)__Production 2 4

9.1 Appliocation Wise Storage Details – South CDR DC :

Stack wise additional storage summary (GB)for 5 years of South Zone

Sl Stack Existing Existing Existing Additional Additional
No storage storage DR Requirement Requirement
allotted used storage of storage of storage
GB allotted (GBs) 3 years (GBs) 5 years
GB

1 Accounting 1292 1292 1292 82 136

326 544
2 Bill Formatter 3264 3264 3264
3 10500 17500
Billing 39288 39288 39288
CDOT-SM 82 136
4 408 408 408
5 938 1564
Clarity 3604 3604 3468
1102 1836
6 CRM 7548 7548 6868
7 82 136
DQ 952 952 884
898 1496
8 EAI 2448 2448 2448
9 82 136
EMS 1156 1156 680
163 272
10 ER 4080 4080 3944
11 204 340
E-stapling 952 952 952
1530 2550
12 IOBAS 7752 7752 7004
13 326 544
PMS 476 476 476
0 0
14 FMS 3060 3060 0
15 4590 7650
Mediation 5984 5984 5984
0 0
16 RA 3060 3060 0
messaging 571 952
servers
18 (Edge) 408 408 408
245 408
19 BAM (Edge) 816 816 816
Intermediate
Server for
Reports
20 (Edge) 1088 1088 0 163 272

others-edge
21 servers 8024 8024 2652 612 1020
22 T and D 10608 10608 0 0 0
archival
23 server 2040 2040 0 1224 2040
24 Backup server 1020 0 1020 0 0
39532
Total 109328 108308 81856 22495

82
9.2 Appliocation Wise Storage Details – West CDR DC :

Stack wise storage summary (GB)for WDC

Existing Additional Additional
Existing
Existing DR Requirement Requirement
Sl storage
Stack storage storage of storage of storage
No allotted
used allotted (GBs) for 3 (GBs) for 5
GB
GB years years
1 Accounting 2040 2040 2040 0 0
2 Bill Formatter 2584 2584 2584 3917 7072
3 Billing 20468 19448 20468 2938 5304
4 CDOT-SM 340 340 340 245 442
5 Clarity 2176 2176 2176 2081 3757
6 CRM 3672 3604 3672 1958 3536
7 DQ 680 680 680 0 0
8 EAI 1156 1156 1156 612 1105
9 EMS 952 952 952 0 0
10 ER 2924 2924 2924 367 663
11 E-stapling 612 612 612 0 0
12 IOBAS 5100 5100 5100 3672 6630
13 PMS 544 544 544 122 221
14 FMS 952 952 952 979 1768
15 Mediation 3672 3672 3672 3672 6630
16 RA 1292 1292 1292 2570 4641
17 Pan India Reports NA NA NA 0 0
messaging servers
18 408 408 408 490 884
(Edge)
19 BAM (Edge) 68 68 68 367 663
Intermediate Server
20 1224 1224 NA 979 1768
for Reports (Edge)
21 any other

DB Staging 476 476 476 245 442

Server(WPIV04SPIM1)
Call Center Reports
816 816 NA 3672 6630
(WPIV04LOGRA)
OVOS 476 476 476 122 221
Archival Server 1564 1564 NA 2326 4199
Symantec Client
68 68 NA 122 221
Secuirty
Symantec Client
136 136 NA 122 221
Secuirty
Firewall Reporter(CHK
612 612 NA 1958 3536
POINT )
NIDS Management 68 68 NA 122 221
NIDS Management 68 68 NA 122 221
Ignite Server 1088 1088 NA 979 1768
Storage Node for
544 544 NA 1469 2652
Windows backup

83
 544 544 NA 367 663
Storage Node for Linux
SAP CRM - RX Server 136 136 NA 1836 3315
EAI FMW For
612 612 NA 245 442
Siebel/PeopleSoft
Intec Interconnect
272 272 NA 9302 16796
Server
T & D Details
Convergys Billing Test
and Development
Simulation and Trg 2652 2652 NA
Server 1 - HPUX RX
Server
SAP CRM - HPUX RX
136 136 NA
Server
SAP CRM - HPUX RX
1020 1020 NA
Server
EAI FMW For
Siebel/PeopleSoft- 612 612 NA
HPUX RX Server
EMS - OVO- HPUX RX
544 544 NA
Server
NMS- HPUX RX Server 680 680 NA
CDM DB - Mediation -
612 612 NA
HPUX RX Server
Intec Interconnect
Server - IOBAS - 1836 1836 NA
HPUX RX Server
Oracle EAI BAM Server
68 68 NA
- EAI Edge Server
SAP Trex - Edge
204 204 NA
Server
Windows Server for
68 68 NA
EMS - Edge Server
Windows Server for
68 68 NA
EMS - Edge Server
Report Server +SSO
Server(Win 2K3) - 68 68 NA
Edge Serve
Intec Interconnect
Server - IOBAS Edge 68 68 NA
Server
Etrust Directory(RHEL
68 68 NA
5) - Edge Server
Provisioning Server +
Provisioning
136 136 NA
Directory(Win 2K3) -
Edge Server
FMS ( Fraud Config
68 68 NA
Mgr) - Edge Server
DNS Server - Edge
68 68 NA
Server
Http Server - Edge
68 68 NA
Server

9.3 Appliocation Wise Storage Details – North CDR DC :

84
 Stack wise storage summary (GB)for NDC
Sl Stack Existing Existing Existing Additional Additional
No storage Storage DR Requirement Requirement
allotted Used storage of storage of storage
GB allotted (GBs) for 3 (GBs) for 5
GB years years
1 Accounting 681 681 681 0 0
2 Bill Formatter 3540 3540 3540
3 Billing 17632 17632 17632 5290 8816
4 CDOT-SM 613 613 613 200 250
5 Clarity 2517 2517 2517 450 500
6 CRM 3881 3881 3881 700 1000
7 DQ 817 817 817 0 0
8 EAI 1157 1157 1157 250 350
9 EMS 817 817 817 68 136
10 ER 2024 2024 2024 300 500
11 E-stapling 613 613 613 0 0
12 IOBAS 5106 5106 5106 1000 2000
13 PMS 272 272 272 50 100
14 FMS 1157 1157 1157 0 0
15 Mediation 4493 4493 4493 800 1000
16 RA 1906 1906 1906 0 0
17 messaging
servers 136 136
(Edge) 272 272 272
18 BAM (Edge) 272 272 272 68 68
19 Intermediate
Server for
400 600
Reports
(Edge) 4652 4652 4652
20 WSC 408 408 408 0 0
21 IVRS 272 272 272
IAM (DB
22 servers) 351 351 351

9.4 Appliocation Wise Storage Details – East CDR DC :

Stack wise storage summary (GB)for EDC

Sl Stack Existing Existing Existing Additional Additional

No storage storage DR storage Requirement of Requirement of
allotted used allotted GB storage (GBs) for storage (GBs) for
GB 3 years 5 years

1 Accounting 2312 2312 2312 Nil Nil

2 Bill Formatter 2040 2040 2040 Nil Nil

85
3 Billing 18225 18225 18225 5440 6000

4 CDOT-SM 476 476 476 Nil Nil

5 Clarity 1975 1975 1975 680 750

6 CRM 4896 4896 4896 680 750

7 DQ 955 955 955 Nil Nil

8 EAI 346 346 346 410 450

9 EMS 1225 1225 1225 272 300

10 ER 2585 2585 2585 136 150

11 E-stapling 612 612 612 Nil Nil

12 IOBAS 4080 4080 4080 2040 2250

13 PMS 340 340 340 136 150

14 FMS 1360 1360 1360 Nil Nil

15 Mediation 4150 4150 4150 2310 2540

16 RA 955 955 955 Nil Nil

Pan India
17 Reports NA NA NA NA

messaging 272
18 servers (Edge) 272 272 272 300

19 BAM (Edge) 410 410 410 Nil Nil

Intermediate Nil Nil

Server for
20 Reports (Edge) 1156 1156 1156

21 TND 5576 Nil Nil Nil Nil

10. IVRS and IOBAS

10.1 IVRS working across BSNL:

CDR system has also facilitated centralization of the IVRS system services into a single
integrated served from four data center which earlier were served from decentralized IVRS
system working in 334 SSAs. IVRS system was integrated with CDR system application on
one side and with telecom network on other side. IVRS system supports various languages
as detail given below -

86
 Zone IVRS Languages
supported

West Hindi, English,

Marathi &
Guajarati
North Hindi, English &
Punjabi

East Hindi,, English ,

Bengali, Oriya &
Assamese

South English , Hindi,

Kannada,
Malayalam, Tamil
& Telgu

IT Project Circle

Following services were served from centralized IVRS system by rerouting the traffic –

ACCESS
SERVICE DESCRIPTION
CODE

Landline Services – Fault booking, Fault status enquiry, Telephone bill

1500
enquiry, directory enquiry etc.

1504 Broad band Services – Fault booking , Product enquiry etc

198 Automatic Telephone Fault Booking & Clearance Service

197 Directory enquiry Service

1501 Automatic bill enquiry

1909 Do not call Service

1580-86 Automatic Trunk Call booking (STD/ISD)

1951 Automatic changed number announcement

87
10.2 IOBAS :

Telecom networks are connected to each other at POIs (Point of interconnection on mutual
agreement basis) for carrying voice traffic to and fro to facilitate the communication
between subscribers of telecom services belonging to different operators. Each operator
need to bill other operators for the traffic terminated in their network and pay for the traffic
handed over to other operators on the basis of TRAI regulation and amendment from time
to time.

IOBAS , Inter Operator Billing and Accounting System (IOBAS) is required to calculate the
settlement amounts between various telecom service providers/operators based on CDRs
generated at a Point of Interconnect (POI) switch .

The networks of any two operators shall have connectivity through E1/STM junctions at
different levels and the exchanges where these junctions exist are termed as “Point of
Interconnection”. Telecom traffic is handed over from one operator to the other operator on
these junctions. These junctions can be either incoming / outgoing or both ways. The group
of circuits / junctions allotted to handle incoming / outgoing or both way calls is called a
Trunk Group (TGP).

There are four different types of operators available for interconnect purposes –

 Basic Service Operator (BSO),

 Cellular Mobile service Provider (CMSP),
 National Long Distance Operator (NLDO) and
 International Long Distance Operator (ILDO). For interconnectivity purposes, the
UASL operator shall be treated as BSO for the Fixed Level and Limited Mobility customers
and shall be treated as CMSP for Fully Mobility level customers. And also necessity of billing
MTNL CDRs in the concept of virtual POIs. And requirement of billing of ISD calls handed
over the foreign carriers arises from Dec’06.

The POIs are allowed at SDCC tandem exchanges, Lev- II TAXes, Lev – I TAXes. From June
2006 onwards, POIs are being allowed at Cell one GMSC switches also. Each type of POI will
handle certain types of Traffic and will have a certain set of charges. The following Table
shows the connectivity details between BSNL and OLOs. Block matrix for Different types
of POIs. (A: Allowed NA: Not Allowed)

Type of POI Type of IC OG Remarks

Operator

BSO A A Transit out of the SDCA is not allowed

SDCC Tandem NLDO A NA Transit out of the SDCA is not allowed

CMTS A(*) A(*) Transit out of the SDCA is not allowed

BSO A A All types of OG calls are allowed.

BSO can pump its LDCA traffic only.

Level-II TAX
CMTS A A Transit allowed upto LDCA. Cellular
Transit allowed.

Level –I TAX BSO A A All types of OG calls are allowed.

88
 BSO can pump its LDCA traffic only.

CMTS A A All types of OG calls are allowed.

ILDO A NA

BSO A A Transit out of circle is not allowed

CMTS A A Transit out of circle is not allowed

Cellone GMSC
NLDO A NA Transit is not allowed

ILDO A NA Transit is not allowed[ng1][K2][K3]

(*) – Only in Metro Districts /District level.

Scope of IOBAS systems:

Call Detail Records (CDRs) are collected from POI locations and IOBAS system provides
Operator wise Bills and Comparison Statements so that BSNL can settle the IUC charges
payable/ receivable to/ from the Other License Operators (OLO).

Various Processes involved in the entire system right from CDR generation to the invoice
generation stage are given below.

 Collection of CDRs

 Mediation

 Rating

 Billing

 Accounting

 Reconciliation and Dispute Resolution

 Foreign Carrier Billing

11. AMC BOM of Existing CDR DC South at Hyderabad :

11.1 Data centre class Hardware

Item Quantity

Data centre class Hardware (South)

Billing System
Accounting System
Bill formatter
Mediation 7 SD
Provisioning ( 293 Cores, 1920 GB RAM),
Inventory Management
EAI 1 P595
DQ ( 32 Cores, 256 GB RAM)
EMS
NMS
CRM

89
 Web Self Care
Revenue Assurance
Electronic Stapling
Enterprise Reporting
Backup Server
N+1 Server – 1 4 SD
( 146 Cores, 1156 GB RAM),
N+1 Server – 2 1 SD
(34 Cores, 224 GB RAM),

1 P595
( 32 Cores, 256 GB RAM)
Additional Hardware for DR of West Zone 3 SD
(mediation H/W shall be 100% for DR) – (104 Cores, 584 GB RAM),
Minimum 18,00,000 Specjbb2000 required.
1 P595
( 16 Cores, 96 GB RAM)

11.2 Edge Hardware

Item Quantity
Edge Applications
SMTP server- H/W 1 set
Directory Server LDAP –Primary H/W 1 set
Directory Server LDAP –Secondary H/W 1 set
Gateway Server- H/W 1 set
Reverse Proxy Server-H/W 1 set
Identity Manager-H/W 1 set
HTTP Server (Load Balanced)-H/W 1 set
DNS Server-H/W 1 set
AAA Server-H/W 1 set
Network Access Control System –H/W 1 set
DMS-H/W 1 set
Access Management-H/W 1 set
Messaging Platform-H/W 1 set
N+1 servers-H/W( one for every five Blade/Midrange server) 1 set
Spare Servers-H/W( one for every 10 Blade/Midrange server including N+1 1 set
server.
T & D Servers*-H/W (As per sizing certificates of all SSPs. Number of Cores 1 set
shall be sum total of all SSP sizing. No N+1 or spare servers are required for T
& D.

11.3 Edge Applications

Item Quantity
Edge Applications
Network Access Control System –S/W 1 set
DMS-S/W 1 set

11.4 Uninterrupted Power Supply

90
 Item Quantity
Uninterrupted Power Supply
UPS 200 KVA 8

11.5 Network (South DC)

Item Quantity
Network
AGGREGATION ROUTER with two 10/100 mbps Ethernet interface, Eight nos. 70
of E1 WAN interface, two E3 ports, , ONE no. of Sync/ Async Serial interface,
ONE no. of Sync Serial Interface
Additional E1 module for Aggregation router 197
Central Router configured with two 10/100 mbps Ethernet interface, Eight nos. 23
of E1 WAN interface, Two E3 ports.
Additional module of STM-1 for Central router 82
BACKBONE ROUTER configured with the 2 nos. of 10/100 mbps Ethernet 2
interface, 2 GigE Ethernet interface, 8 nos. of E1 interfaces, 2 nos. of clear
channel E3 interfaces, 2 nos. of STM-1 interfaces
DATA CENTER ROUTER configured with 2 nos. of 10/100 mbps Ethernet 4
interface, 16 nos. of Synchronous Serial interfaces
DATA CENTER ETHERNET SWITCH Type -I Chassis configured with Two or 2
more independent modules per switch, with 192 no. 10/100/1000MBPS Ports
DATA CENTER ETHERNET SWITCH Type-II configured with 24 ports of 10/100 43
mbps & 2 GigE ports Ethernet ports
Internet ROUTER configured with 2 nos. of 10/100 mbps Ethernet interface, 8 2
nos. of E1 interfaces, 2 nos. of E3 interfaces

11.6 Security

Item Quantity
Security
Host Based IDS 290
Anti-Virus System 6255 licenses
Vulnerability Assessment & Policy Compliance System 1 set

11.7 Major Software Licenses support

Item Quantity
Major Software Licenses support (South)
Billing Solution (Perpetual license) Corporate License ##
Accounting System (Perpetual license) 5
Bill formatter (Perpetual license) 1 set
Mediation (Perpetual license) 7 Mn
Provision (Perpetual license) 7 Mn
Inventory Management (Perpetual license ) 7 Mn
EAI (Perpetual license) 1 set
EMS (Perpetual license) 1 set
NMS (Perpetual license) 1 set

91
 CRM (Perpetual license) 7624

Revenue Assurance (Perpetual license) 7 Mn

Oracle RDBMS (Perpetual license) 112 licenses
Electronic Stapling (Perpetual license) 1 set
Enterprise Reporting Software (Perpetual license) 1 set
CDOT Software 1 set
Payment Management System 1 set
Packetware 1 set

## BSNL has deployed Billing software solution from M/s AMDOCs development
Center India Pvt Ltd Gurgaon at CDR data center at Hyderabad for South Zone
and at CDR Data center Kolkata for East Zone. The Billing Software solution is
under AMC till 30th June ‘2021. ATS/AMC support for Billing software at existing
CDR data center at Hyderabad for South Zone and at CDR Data center Kolkata for
East Zone shall be the responsibility of BSNL however successful bidder shall
coordinate with M/s AMDOCS for smooth running of billing application at existing
data center.

11.8 IOBAS

Item Quantity
IOBAS –H/W 1 set
IOBAS –S/W 7 Mn

12. AMC BOM of Existing CDR DC East at Kolkata :

12.1 Data centre class Hardware

Item Quantity

Data centre class Hardware (EAST)

Billing System
Accounting System
Bill formatter 4 SD
Mediation ( 186 Cores, 1168 GB
Provisioning RAM)

Inventory Management 1 P595

EAI (32 Cores, 192 GB
DQ RAM)
EMS
NMS
92
CRM
Web Self Care
Revenue Assurance
Electronic Stapling
Enterprise Reporting
Backup Server

2 SD
( 74 Cores, 592 GB
RAM)
N+1 Server – 1
1 P595
(32 Cores, 192 GB
RAM)

1 SD
N+1 Server – 2 ( 24 Cores, 144 GB
RAM)

4 SD
( 168 Cores, 1104 GB
RAM)
Additional Hardware for DR of South Zone (Mediation H/W shall
be 100% for DR)
1 P595
(16 Cores, 128 GB
RAM)

12.2 Edge Hardware

Item Quantity
Edge Applications
SMTP server- H/W 1 set
Directory Server LDAP –Primary H/W 1 set
Directory Server LDAP –Secondary H/W 1 set
Gateway Server- H/W 1 set
Reverse Proxy Server-H/W 1 set
Identity Manager-H/W 1 set
HTTP Server (Load Balanced)-H/W 1 set
DNS Server-H/W 1 set
AAA Server-H/W 1 set
Network Access Control System –H/W 1 set
DMS-H/W 1 set
Access Management-H/W 1 set
Messaging Platform-H/W 1 set
N+1 servers-H/W ( one for every five Blade/Midrange server) 1 set
Spare Servers-H/W ( one for every 10 Blade/Midrange server including N+1
1 set
server.
T & D Servers*-H/W (As per sizing certificates of all SSPs. Number of Cores
shall be sum total of all SSP sizing. No N+1 or spare servers are required for T 1 set
& D.
93
12.3 Edge Applications

Item Quantity
Edge Applications
Network Access Control System –S/W 1 set
DMS-S/W 1 set

12.4 Uninterrupted Power Supply

Item Quantity
Uninterrupted Power Supply
UPS 200 KVA 8

12.5 Network (East DC)

Item Quantity

Network

AGGREGATION ROUTER with two 10/100 mbps Ethernet interface, Eight nos.
of E1 WAN interface, two E3 ports, , ONE no. of Sync/ Async Serial interface, 54
ONE no. of Sync Serial Interface

Additional E1 module for Aggregation router

121

Central Router configured with two 10/100 mbps Ethernet interface, Eight
nos. of E1 WAN interface, Two E3 ports.
49

Additional module of STM-1 for Central router 98

BACKBONE ROUTER configured with the 2 nos. of 10/100 mbps Ethernet

interface, 2 GigE Ethernet interface, 8 nos. of E1 interfaces, 2 nos. of clear 2
channel E3 interfaces, 2 nos. of STM-1 interfaces

DATA CENTER ROUTER configured with 2 nos. of 10/100 mbps Ethernet

2
interface, 16 nos. of Synchronous Serial interfaces

94
 DATA CENTER ETHERNET SWITCH Type -I Chassis configured with Two or
2
more independent modules per switch, with 192 no. 10/100/1000MBPS Ports

DATA CENTER ETHERNET SWITCH Type-II configured with 24 ports of 10/100

43
mbps & 2 GigE ports Ethernet ports

Internet ROUTER configured with 2 nos. of 10/100 mbps Ethernet interface, 8

2
nos. of E1 interfaces, 2 nos. of E3 interfaces

12.6 Security

Item Quantity

Security
Host Based IDS 1 set
Anti-Virus System 2630 licenses
Vulnerability Assessment & Policy Compliance
1 set
System

12.7 Major Software Licenses support

Item Quantity
Major Software Licenses support (East)
Billing Solution (Perpetual license) Corporate License ##
Accounting System (Perpetual license) 5

Bill formatter (Perpetual license) 1 set

Mediation (Perpetual license) 3 Mn
Provision (Perpetual license) 3 Mn
Inventory Management (Perpetual license) 3 Mn
EAI (Perpetual license) 1 set
EMS (Perpetual license) 1 set
NMS (Perpetual license) 1 set
CRM (Perpetual license) 3519
Revenue Assurance (Perpetual license) 3 Mn
Oracle RDBMS (Perpetual license) 52 licenses
Electronic Stapling (Perpetual license) 1 set
Enterprise Reporting Software (Perpetual license) 1 set
CDOT Software 1 set
Payment Management System 1 set
Packetware 1 set

95
## BSNL has deployed Billing software solution from M/s AMDOCs development
Center India Pvt Ltd Gurgaon at CDR data center at Hyderabad for South Zone
and at CDR Data center Kolkata for East Zone. The Billing Software solution is
under AMC till 30th June ‘2021. ATS/AMC support for Billing software at existing
CDR data center at Hyderabad for South Zone and at CDR Data center Kolkata for
East Zone shall be the responsibility of BSNL however successful bidder shall
coordinate with M/s AMDOCS for smooth running of billing application at existing
data center.

12.8 IOBAS
Item Quantity
IOBAS –H/W 1 set
IOBAS –S/W 3 Mn
13. AMC BOM of Existing CDR DC West at Pune
13.1 Data centre class Hardware

Item Quantity
Data centre class Hardware (WEST)
Billing System
Accounting System
Bill formatter
Mediation
Provisioning
Inventory Management
EAI
DQ 255 Cores
EMS 1412GB
NMS
CRM
Web Self Care
Revenue Assurance
Electronic Stapling
Enterprise Reporting
Backup Server
N+1 Server – 1
83 Cores 346
N+1 Server – 2 GB
Additional Hardware for DR of North Zone (Mediation H/W shall be 95 Cores 529
100% for DR) GB
13.2 Edge Hardware

Item Quantity

Edge Applications
SMTP server- H/W 1 Set
Directory Server LDAP –Primary H/W 1 Set
Directory Server LDAP –Secondary H/W 1 Set
Gateway Server- H/W 1 Set
Reverse Proxy Server-H/W 1 Set
Identity Manager-H/W 1 Set
HTTP Server (Load Balanced)-H/W 1 Set
96
DNS Server-H/W 1 Set
AAA Server-H/W 1 Set
Network Access Control System –H/W CISCO SACS 1 Set
DMS-H/W 1 Set
Access Management-H/W 1 Set
Messaging Platform-H/W 1 Set
N+1 servers - H/W 1 Set
Spare Servers-H/W 1 Set
T & D Servers*-H/W (As per sizing certificates of all SSPs. Number of Cores
shall be sum total of all SSP sizing. No N+1 or spare servers are required for T
& D. 1 Set

13.3 Edge Applications

Item Quantity
Edge Applications
Network Access Control System –S/W 1set
DMS-S/W 1set
Messaging Platform-S/W 1set

13.4 Uninterrupted Power Supply

Item Quantity
Uninterrupted Power Supply
UPS 200 KVA 8

13.5 Network (West DC)

Item Quantity
Network
AGGREGATION ROUTER with two 10/100 mbps Ethernet interface, Eight nos.
of E1 WAN interface, two E3 ports, , ONE no. of Sync/ Async Serial interface,
ONE no. of Sync Serial Interface 106
Additional E1 Module for Aggregation router 268
Central Router configured with two 10/100 mbps Ethernet interface, Eight
nos. of E1 WAN interface, Two E3 ports. 17
Additional module of 4 port E1 for Central router (Optional) 0
Additional module of E3 for Central router (Optional) 0
Additional module of STM-1 for Central router 122
BACKBONE ROUTER configured with the 2 nos. of 10/100 mbps Ethernet 2
interface, 2 GigE Ethernet interface, 8 nos. of E1 interfaces, 2 nos. of clear
channel E3 interfaces, 2 nos. of STM-1 interfaces
DATA CENTER ROUTER configured with 2 nos. of 10/100 mbps Ethernet 3
interface, 16 nos. of Synchronous Serial interfaces
DATA CENTER ETHERNET SWITCH Type -I Chassis configured with Two or 2
more independent modules per switch, with 192 no. 10/100/1000MBPS Ports
DATA CENTER ETHERNET SWITCH Type-II configured with 24 ports of 10/100 45
mbps & 2 GigE ports Ethernet ports

97
Internet ROUTER configured with 2 nos. of 10/100 mbps Ethernet interface, 8 2
nos. of E1 interfaces, 2 nos. of E3 interfaces

13.6 Security

Item Quantity for AMC

Security
Host Based IDS 100
Anti-Virus System 3976
Vulnerability Assessment & Policy Compliance System 1

13.7 Major Software Licenses support

Item Quantity
Major Software Licenses support (West)
Billing Solution (Perpetual license) 6.75 Mn
Accounting System (Perpetual license) 150
Bill formatter (Perpetual license) 1 set
Mediation (Perpetual license) 4.5 Mn
Provision (Perpetual license) 4.5 Mn
Inventory Management (Perpetual license) 4.5 Mn
EAI (Perpetual license) 1 set
EMS (Perpetual license) 1 set
NMS (Perpetual license) 1 set
CRM (Perpetual license) 4500
Web Self Care (Perpetual license) 1 set
Revenue Assurance (Perpetual license) 4.5 Mn
Oracle RDBMS (Perpetual license)
Oracle Product Suite (Processor Perpetual)
Business Activity Monitoring 3

Fusion Middleware for SAP 4

Oracle Internet Application Server Enterprise Edition 26

Oracle Partitioning 52

Oracle Real Application Clusters 5

Oracle Database Enterprise – Edition 103

Oracle Database Standard Edition 10

Oracle Internet Application Server Standard Edition 15

Oracle Tuning Pack 25

Oracle Database Lifecycle Management Pack 7

Oracle Diagnostics Pack 25

Electronic Stapling (Perpetual license) 1 set

Enterprise Reporting Software (Perpetual license) 1 set
CDOT Software 1 set
98
Payment Management System 1 set
Packetware 1 set

13.8 IOBAS

Item Quantity
IOBAS –H/W 1 set
IOBAS –S/W 4.5 Mn

14. AMC BOM of Existing CDR DC North at Chandigarh

14.1 Data centre class Hardware

Item Quantity
Data centre class Hardware (North)
Billing System 167 Cores
880GB
Accounting System
Bill formatter
Mediation
Provisioning
Inventory Management
EAI
DQ
EMS
NMS
CRM
Web Self Care
Revenue Assurance
Electronic Stapling
Enterprise Reporting
Backup Server
N+1 Server – 1 48Cores 184GB
N+1 Server – 2 15Cores 184GB
Additional Hardware for DR of West Zone (mediation H/W shall be 117 Cores
100% for DR) 604GB
14.2 Edge Hardware

Item Quantity
Edge Applications
SMTP server- H/W 1 Set
Directory Server LDAP –Primary H/W 1 Set
Directory Server LDAP –Secondary H/W 1 Set
Gateway Server- H/W 1 Set
Reverse Proxy Server-H/W 1 Set
Identity Manager-H/W 1 Set
HTTP Server (Load Balanced)-H/W 1 Set
DNS Server-H/W 1 Set
AAA Server-H/W 1 Set
Network Access Control System –H/W Cisco SACS 1 Set
99
DMS-H/W 1 Set
Access Management-H/W 1 Set
Messaging Platform-H/W 1 Set
N+1 servers-H/W ( one for every five Blade/Midrange server) 1 Set
Spare Servers-H/W (one for every 10 Blade/Midrange server including N+1 1 Set
server.
T & D Servers-H/W (As per sizing certificates of all SSPs. Number of Cores shall 1 Set
be sum total of all SSP sizing. No N+1 or spare servers are required for T & D.

14.3 Edge Applications

Item Quantity
Edge Applications
Network Access Control System –S/W 1set
DMS-S/W 1set
Messaging Platform-S/W 1set

14.4 Uninterrupted Power Supply

Item Quantity
Uninterrupted Power Supply
UPS 200 KVA 6

14.5 Network (North DC)

Item Quantity
Network
AGGREGATION ROUTER with two 10/100 mbps Ethernet interface, Eight nos.
of E1 WAN interface, two E3 ports, , ONE no. of Sync/ Async Serial interface,
ONE no. of Sync Serial Interface 119
Additional E1 Module for Aggregation router 109
Central Router configured with two 10/100 mbps Ethernet interface, Eight
nos. of E1 WAN interface, Two E3 ports 42
Additional module of STM-1 for Central router 131
BACKBONE ROUTER configured with the 2 nos. of 10/100 mbps Ethernet 2
interface, 2 GigE Ethernet interface, 8 nos. of E1 interfaces, 2 nos. of clear
channel E3 interfaces, 2 nos. of STM-1 interfaces
DATA CENTER ROUTER configured with 2 nos. of 10/100 mbps Ethernet 3
interface, 16 nos. of Synchronous Serial interfaces
DATA CENTER ETHERNETSWITCH Type -I Chassis configured with Two or 2
more independent modules per switch, with 192 no. 10/100/1000MBPS Ports

DATA CENTER ETHERNET SWITCH Type-II configured with 24 ports of 10/100

mbps & 2 GigE ports Ethernet ports 41

Internet ROUTER configured with 2 nos. of 10/100 mbps Ethernet interface, 8 2

nos. of E1 interfaces, 2 nos. of E3 interfaces

14.6 Security

100
 Item Quantity
Security
Host Based IDS 100
Anti-Virus System 4290
Vulnerability Assessment & Policy Compliance System 1set

14.7 Major Software Licenses support

Item Quantity
Major Software Licenses support (North)
Billing Solution (Perpetual license) 6.75 Mn
Accounting System (Perpetual license) 150
Bill formatter (Perpetual license) 1 set
Mediation (Perpetual license) 4.5 Mn
Provision (Perpetual license) 4.5 Mn
Inventory Management (Perpetual license) 4.5 Mn
EAI (Perpetual license) 1 set
EMS (Perpetual license) 1 set
NMS (Perpetual license) 1 set
CRM (Perpetual license) 4500
Web Self Care (Perpetual license) 1 set
Revenue Assurance (Perpetual license) 4.5 Mn
Oracle RDBMS (Perpetual license)
Oracle Product Suite (Processor Perpetual)
Business Activity Monitoring 2

Fusion Middleware for SAP 4

Oracle Internet Application Server Enterprise Edition 25

Oracle Partitioning 51

Oracle Real Application Clusters 5

Oracle Database Enterprise – Edition 103

Oracle Database Standard Edition 10

Oracle Internet Application Server Standard Edition 14

Oracle Tuning Pack 25

Oracle Database Lifecycle Management Pack 6

Oracle Diagnostics Pack 25

Electronic Stapling (Perpetual license) 1 set

Enterprise Reporting Software (Perpetual license) 1 set
CDOT Software 1 set
Payment Management System 1 set
Packetware 1 set

14.8 IOBAS
101
 Item Quantity
IOBAS –H/W 1 set
IOBAS –S/W 4.5 Mn

15. NIB Project P3 with CDR OSS/ BSS Stack :

The National Internet Backbone (NlB-ll) project was conceived to provide Internet services
across all zones in BSNL on Pan lndia basis. The Core Network and the access Networks for
Narrowband, Broadband were established as a part of this NIB Project. The Data Project for
providing operations Support, Billing Support, Messaging Support was established as project
3 under NIB-ll project. This project was aimed at providing the customer interface to all the
data services. BSNL rolled out NIB OSS/BSS (Project 3) with an objective to create a single
BSS platform to cater to all lP Services irrespective of access network and backhaul lP
Backbone. The NIB-ll P3 Project was rolled out in 2007. After the launch of P3, over a
period of time, CDR system was also put through to address various services and customer
related interaction. Messaging services were also migrated on Revenue Share Model. As a
result of which the requirement of different module in NIB-II P3 have been reduced .

The services presently served from P3 BSS system are postpaid broadband, prepaid
broadband, FTTH, Wimax, Web hosting and web co-location services. Modules being used
are TDS, LDAP, Metasolv, Mediation, VMS, Prepaid billing, VPN billing, Helpdesk (Remedy),
AAA for Wimax and prepaid broadband services, web portal for prepaid broadband and VPN
provisioning and Lawful interception system. At present NIB-II P3 Data Centers are present
at Bangalore, Pune (DR), Mumbai and Noida.

P3 equipment and other resources working at these location are nearing its end of support
life.

In order to reduce the operational expense and strengthen the architecture, BSNL has
decided to do away with the possible duplicate processes at P3 systems end and let CDR
OSS/ BSS stack take over the functionalities of Customer acquisition, Order management,
Provisioning, Billing, Assurance, Accounting, Call center support, etc. of NIB Services as
detailed below.

Service wise and Application wise porting of residual IT flows of P3 systems onto CDR
OSS/BSS stack is detailed in the below sections:

15.1 Porting of P3 Services to CDR Stack

S. Service Type Porting to CDR Remarks
No. Stack

1 Postpaid Broadband Not Applicable Presently working in the existing CDR

System.

2 Postpaid FTTH Not Applicable Presently working in the existing CDR

System.

3 Broadband VPN Not Applicable Presently working in the existing CDR

System.

102
S. Service Type Porting to CDR Remarks
No. Stack

4 Postpaid Wi Max Yes. Partially Customer Acquisition to be handled from

GSM systems

Technical Order management and Network

Activation to be done by CDR Systems

Billing to be done by GSM systems

5 Postpaid Dial VPN No Service will be ported to BBVPN

6 Postpaid Yes
Sancharnet(Netone
Service)

7 Prepaid BB and No
Prepaid Sancharnet

8 Web Hosting Yes

Services

9 Help Desk Yes

10 Inventory Yes
Management System
of P3

11 Mediation of P3 Yes
System

12 Directory Service No

15.2 Existing NIB P3 Application Stack

Following figure depicts NIB P3 Systems current Architecture. Details of Applications which
is to be ported to CDR Stack

103
 IBM Tivoli Enterprise Monitoring &Enterprise Backup System
TSOM TAM ESSO ITCAM ISM Tivoli Monitoring Laptop
RTEMS,HTEMS,STEMS,TEC,DWH,TEPS,TSLA and TBSM,Netview and Reporting
TIM &TAM TPM ITCAM RTT LI Report
Tivoli Backup TSM

IBM Cognos BI
CDR System Web Portal -IBM web sphere GSM system Post paid billing Comverse

DB2 (LI DB)

Mediation Comverse
Reservation Application (TCS) EAI IBM WPS,WAS
ETL
TDS Main (IBM)
Metasolv OM and IM DIL - Prepaid Billing
Multiplay
LDAP
Accounting files
TDS Replica (IBM) CDR/MDR/HTTP/FTP Logs
VMS (TCS)
CDR
Webhosting Server
AAA
ICOMS(TCS)

Tier 2 Switch Tier 1 Switch BNG/BRAS

NRAS
Service : Sancharnet
Help Desk – BMC Remedy Tier 1 Switch Splitter
OLT ONT Customer
DSLAM
Service : FTTH
MPLS CSR CPE Modem
Customer
c
PAN INDIA SSA CSR Tier 2 Switch c c Service : WiMax
Customer ASN
P3BB CSR Service : Broad Band Customer access Points c Customer

Figure: Current Architecture of NIB P3 Project

15.3 NIB P3 Application stack to be ported to CDR system

No NIB P3 System Purpose Porting Remarks

Name to CDR
Stack
1. Web Portal Customer Acquisition Yes Customer Acquisition for
Postpaid Services to happen
from CDR CRM.
2. Order. Inventory Order. Inventory Yes
Management and Management and
Provisioning Provisioning
(activation) (activation)
3. Enterprise Application Enterprise Bus Yes
Integration
4. Mediation Mediation of IPDRs Yes
and CGNAT logs
5. Postpaid Billing Rating and Billing Yes Limited to Billing of Services
originating from CDR CRM.
Billing of GSM based
Services like Wimax, GSM
and CDMA child members of
BBVPN will be done by GSM
Billing system

6. Remedy Helpdesk Ticket Handling Yes. To be takenover by CDR

7. Incentives and Partner Management Yes
Commissions
Management System
8. LEA (Cognos) IP to customer Yes CDR Mediation to provide
correlation IPDR data to LEA Application
to help draw reports. CDR
mediation to take CGNAT
logs for correlation.

104
15.4 WiMAX mediation will be continued in NIB-II P3.

15.5 Proposed CDR system shall provide the required inventory management functionality
for all the services in the scope of this tender.
15.6 Proposed CDR system shall take care of end to end VPN provisioning and billing.
15.7 The bidder shall visit the NOC / NIB-P3 Data Centre (preferably before bid submission)
and understand the technical requirements of integrating the proposed CDR system
with the existing NIB-P3 / Multiplay Components.
15.8 The bidder may analyze existing software license inventory and explore
possibility of reutilizing the existing Software.
15.9 NIB Software Inventory
Following software licenses of NIB P3 system are available in BSNL and licenses
are in perpetual in nature and bidder is expected to explore the possibility of
reutilisation of the software licenses while designing the target architecture for
CDR Project III system.
Sl. Software Software Name License Type Qty*
Manufacturer (Node-Locked,
No / Publisher Single User,
Name Concurrent,
Floating, etc.)*
1 IBM IBM Rational Application perpetual license 2.7 m
Developer subscribers
2 IBM IBM Installation Manager perpetual license
3 IBM Websphere Applications server perpetual license
4 IBM Websphere Portal perpetual license
5 IBM IBM Integration Designer perpetual license
6 IBM IBM Websphere Application server perpetual license
7 IBM IBM HTTP server perpetual license
8 IBM IBM Websphere Portlet Factory perpetual license
9 IBM Websphere Application perpetual license
ServerCommunityEdition
10 IBM Rational Application Developer perpetual license
11 IBM Rational Application Developer perpetual license
12 IBM IBM Cognos Business Intelligence perpetual license 10 m
Framework Manager subscribers
13 IBM IBM Cognos Business Intelligence perpetual license
Power Play Client
14 IBM IBM Cognos Business Intelligence perpetual license
Transformer Client
15 IBM IBM Cognos Business Intelligence perpetual license
Server Updates (32 Bit)
16 IBM IBM Data Server windows Client perpetual license
17 IBM FIX Pack for IBM Data Server perpetual license
windows Client
18 IBM Cognos BI Administrator Auth perpetual license
User LIC +SW(Cognos Windows
base components)
19 IBM IBM DB2 Client LIC +SW perpetual license
20 IBM IBM DB2 client LIC+SW perpetual license

105
21 IBM IBM Cognos Analytics 11.0.x perpetual license
Administrator Auth User LIC+SW
22 IBM Tivoli Enterprise Portal Desktop perpetual license For all end
Client points
23 IBM Tivoli Enterprise Console Client perpetual license (servers,
network
24 IBM Tivoli Desktop for Windows perpetual license
elements,
25 IBM SVGViewer perpetual license desktops)
of P3.
26 IBM ITCAM for Response Time perpetual license
Tracking ,STI Recorder
27 SAP SAP GUI and Business Explorer perpetual license 10 m
subscribers
28 Oracle Oracle communications Metasolv perpetual license 3.3 m
Solution subscribers
29 ORACLE Metasolv Solution perpetual license
30 ORACLE Metasolv Solution perpetual license
31 IBM IBM WebSphere Studio Application perpetual license 10 m
Developer Integration Edition subscribers
Version
32 IBM IBM WebSphere Business perpetual license
Integration Adapter for e-Mall
33 IBM IBM WebSphere Business perpetual license
Integration Adapter for
Metasolv(R) Applications
34 IBM IBM WebSphere Business perpetual license
Integration Adapter for Oracle(R)
Applications
35 IBM IBM WebSphere Business perpetual license
Integration Adapter framework
36 IBM IBM Websphere Integration perpetual license
Developer
37 IBM IBM Websphere Inter Change perpetual license
Server4.3.0/Processer.
38 IBM IBM WebSphere Business Monitor perpetual license
39 IBM IBM WebSphere Service Registry perpetual license
and Repository
40 IBM IBM Websphere Process Server perpetual license
41 IBM IBM Websphere Business perpetual license
Integration Adapter for JDBC(R)
42 IBM IBM Websphere Business perpetual license
Integration Adapter for JVS
43 IBM IBM Websphere Business perpetual license
Integration Adapter for J Text
44 IBM IBM Websphere Business perpetual license
Integration Adapter for
Webservices
45 IBM IBM Websphere Business perpetual license
Integration Adapter for
WebSphere MQ
46 IBM IBM Websphere Business perpetual license
Integration Adapter for XML
47 IBM IBM Installation Manager perpetual license
48 IBM IBM WebSphere Business perpetual license
Integration Data Handler for XML

106
49 IBM IBM Webshere MQ perpetual license
50 BMC ARSuiteKitClient Windows Floating License + 6 40 Fixed,
1000
51 BMC ARSuiteKitDeveloperWindows Floating License + 6
Floating
52 BMC AR Migrator Floating License + 6 user
licenses
53 BMC Remedy Administrator Licensed Floating License + 6
54 BMC Remedy User Floating License + 6
55 BMC Data Management Tool (DMT) for Floating License + 6
windows Version.
56 Comverse KenanFXCustomerCenter perpetual license 1.8 m
Subsystem subscribers
57 Comverse KenanFX order Investigation unit perpetual license
sub system
58 Comverse KenanFX Advanced Configurator perpetual license
SubSystem
59 Comverse KenanFX Customer Center Stand perpetual license
Alone edition
60 Comverse Kenan Invoice Designer perpetual license
61 Comverse Kenan Collection Center perpetual license
62 Comverse Kenan Payment Module perpetual license
63 Oracle Pricing Centre perpetual license 2.6 m
subscribers
64 Oracle Customer Centre perpetual license
65 Oracle Developer Centre perpetual license
66 Oracle Permission Centre perpetual license
67 Oracle PL sql developer - perpetual license For all
applications
68 Oracle Oracle sql developer(Db2 use) perpetual license
using
69 Oracle Oracle Jdeveloper perpetual license Oracle
database.
70 Oracle Oracle Client perpetual license
71 Oracle Oracle SQL Developer perpetual license
72 Oracle Oracle Design studio perpetual license
73 IBM Tivoli Directory Server perpetual license 10 m
subscribers

107
16.0 Existing Storage & Backup Solution (ERP Project & CDR Project)

16.1 Existing ERP Storage

ERP Production (South) – (Phase – I)

S.
Item UOM Qty.
No.
Enterprise SAN Storage for South Zone (Primary) Frame 1 (New
1
Symmetrix DMX Array)
Symmetrix DMX-4 Frame with 1 System Bay, 2 Storage Bays, 64 x 4
Each 1
Gbps Front End FC Ports and 64 x 4 Gbps Backend FC Ports
256-GB Total Cache Memory GB 256
300GB 15K RPM Drives for Production Each 69
600GB 10K RPM Drives for PIT Copy / BCV / Clone Each 75
Storage Software {which includes ECC SAN Manager, Performance
Manager,
Symmetrix Manager, Symmetrix Optimizer, StorageScope, Symmetrix Each 1
Managment Console (SMC), TimeFinder/Clone, TimeFinder/Mirror,
SRDF/A} Licensed for capacity as detailed above

2 Multi pathing and Load Balancing Software

PowerPath Software for ERP UNIX Server CPU's (35 Servers) Each 176
PowerPath Software for ERP Windows Server CPU's (4 Servers) Each 8
PowerPath Software for 3 Additional Management Servers being added
Each 6
as part of South ERP Server Annexure Section

3 SAN Switches
Connectrix ED-48000B Fibre Channel Switch with 256 FC ports and LC-
LC Fiber Channel Cables (depends on number of ports, number of Each 2
servers to be connected)

4 FC-IP Routers
Connectrix MP-7800B FC-IP Router with Cables Each 2

5 Backup Software (1 Set)

Networker Server Power Edition for UNIX Each 1
Networker Power Ed Storage Node Each 3
Networker Archive Module Each 3
Networker Client Connections Each 63
Networker Module for Databases and Applications (for DB2) on UNIX Each 30
Networker Disk Library / Virtual Tape Library Capacity License Each 2
Networker Autochanger Software Module Unlimited Slots for Tape
Each 1
Library
Networker Dynamic Drive Sharing Option Each 20
Networker SNMP Module Each 1

Backup Servers For South ERP

Networker Storage Nodes: 8 x 1.5 GHz CPU UltraSparc IIIi or higher
(equivalent processor)/ 16 GB RAM / 6 HBA / 2 x 146 GB HDD / 4 GigE Each 3
LAN Cards / Same OS & Volume Manager as servers to be backed up

6 Disk Library
EMC DL5200 Disk Library with 135 x 1TB Drives Each 1
EMC DL5200 Disk Library with 105 x 1TB Drives Each 1

7 Server Hardware required to load and run different software

108
 Management Servers For South ERP
ECC Management Servers: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2
x 146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Std Each 1
Edn or as supported
SRDF Control Hosts: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2 x 146
GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Std Edn or Each 2
as supported
Management Servers For South CDR Each
ECC Management Servers: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2
x 146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Std Each 1
Edn or as supported
SRDF Control Hosts: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2 x 146
GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Std Edn or Each 2
as supported
Management Servers For West CDR Each
ECC Management Servers: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2
x 146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Std Each 1
Edn or as supported
SRDF Control Hosts: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2 x 146
GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Std Edn or Each 2
as supported

ERP Production (South) – (Phase – II)

Sr. No Item Qty

1 Storage
Enterprise SAN Storage for South Zone (Primary) Frame 1
(New Symmetrix DMX Array) : 600 GB + 600 GB
Additional Cache Memory Upgrade 256
600GB 15K rpm drives (35 TB)(RAID 1+0) 142

600GB 10K rpm drives for PIT copy /BCV/clone (140 TB)(RAID 5) 370

Storage Software (which includes ECC SAN Manager, 1

Performance Manager, Symmetrix Manager, Symmetrix
Optimizer, StorageScope, SMC, TF/Clone, TF/Mirror, SRDF/A)
licensed for additional capacity per SAN Storage Array
upgrade as detailed above

2 Disk Library Usable Storage Capacity using 1TB drives &

Software(56TB usable)
EMC DD2500 with 12X3TB HDD & 15X3TB HDD 1

3 Backup Software
NW VIRTUAL TAPE LIBRARY 10TB CAP ADDON 1
NW VIRTUAL TAPE LIBRARY 50TB CAP ADDON 1
NW LICENSING BUNDLE DATA DOMAIN 10TB CAP 1
NW NETWORK ED STG NODE UNIX 3
NW NETWORK ED STG NODE WIN/LIN 2

109
 Replication manager (to support 23 Windows Host) 1
Backup and Recovery Manager – NetWorker 1

4 Server hardware
2XIntel 4 Cores / 16GB RAM / 2X300GB HDD / 2X4 ports Ethernet 2
cards / 2XHBA cards / Windows Std Edt.

ERP DR (East) – (Phase – I)

S.
Item UOM Qty.
No.
Enterprise SAN Storage for East Zone (Primary) Frame 1
1
(New Symmetrix DMX Array)
Symmetrix DMX-4 Frame with 1 System Bay, 2 Storage Bays, 64 x
Each 1
4 Gbps Front End FC Ports and 64 x 4 Gbps Backend FC Ports
256-GB Total Cache Memory GB 256
300GB 15K RPM Drives for Production Each 69
600GB 10K RPM Drives for PIT Copy / BCV / Clone Each 59
Storage Software {which includes ECC SAN Manager, Performance
Manager,
Symmetrix Manager, Symmetrix Optimizer, StorageScope, Each 1
Symmetrix Managment Console (SMC), TimeFinder/Clone,
TimeFinder/Mirror, SRDF/A} Licensed for capacity as detailed above

2 Multi pathing and Load Balancing Software

PowerPath Software for ERP UNIX Server CPU's (17 Servers) Each 96
PowerPath Software for Windows Server CPU's (3 Servers) Each 6
PowerPath Software for 3 Additional Management Servers being
Each 6
added as part of East ERP Server Annexure Section
3 SAN Switches
Connectrix ED-48000B Fibre Channel Switch with 256 FC ports and
LC-LC Fiber Channel Cables (depends on number of ports, number Each 2
of servers to be connected)

4 FC-IP Routers
Connectrix MP-7800B FC-IP Router with Cables Each 2

5 Server Hardware required to load and run different software

Management Servers For East ERP
ECC Management Servers: 2 x 2 GHz Quad Core CPU / 4 GB RAM
/ 2 x 146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows Each 1
2003 Std Edn or as supported
SRDF Control Hosts: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2 x
146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Each 2
Std Edn or as supported
Management Servers For East CDR Each
ECC Management Servers: 2 x 2 GHz Quad Core CPU / 4 GB RAM
/ 2 x 146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows Each 1
2003 Std Edn or as supported
SRDF Control Hosts: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2 x
146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Each 2
Std Edn or as supported
Management Servers For North CDR Each

110
 ECC Management Servers: 2 x 2 GHz Quad Core CPU / 4 GB RAM
/ 2 x 146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows Each 1
2003 Std Edn or as supported
SRDF Control Hosts: 2 x 2 GHz Quad Core CPU / 4 GB RAM / 2 x
146 GB HDD / Dual HBA / 2 Ethernet LAN Cards / Windows 2003 Each 2
Std Edn or as supported

ERP DR (East) – (Phase – II)

Sr. No Item Qty

1 Storage
Enterprise SAN Storage for East Zone (Primary) Frame 1 (New
Symmetrix DMX Array) : 600 GB + 600 GB
Additional Cache Memory Upgrade 256
600GB 15K rpm drives (in 35 TB)(RAID 1+0) 138
600GB 10K rpm drives for PIT copy /BCV/clone (in 35TB)(RAID 5) 95
Storage Software (which includes ECC SAN Manager, Performance 1
Manager, Symmetrix Manager, Symmetrix Optimizer, StorageScope,
SMC, TF/Clone, TF/Mirror, SRDF/A) licensed for additional capacity
per SAN Storage Array upgrade as detailed above

2 Server hardware
2XIntel 4 Cores / 16GB RAM / 2X300GB HDD / 2X4 ports Ethernet cards / 1
2XHBA cards / Windows Std Edt.

16.2 Existing CDR Storage

ZONE Item Description CDR CDR CDR

STAGE 1 STAGE 3 TOTAL
&2

ENTERPIRSE SAN STORAGE FOR EAST ZONE

(PRIMARY)

Usable Storage Capacity using 146 GB 15K RPM 105 TB 105TB

Drives

Usable Storage Capacity using 300 GB 10K RPM 55TB 13TB 68TB
Drives for PIT Copy /BCV/
EAST
Usable Storage Capacity using 600GB 10K rpm 65TB 65TB
drives for PIT copy /BCV/clone (In TB)

ENTERPRISE SAN STORAGE AT EAST ZONE FOR

DR OF SOUTH ZONE (IN SEPARATE BOX)

Usable Storage Capacity using 146 GB 15K RPM 180 TB 25TB 205TB

111
 Drives

Usable Storage Capacity using 300 GB 10K RPM 40 TB 79.5TB 119.5TB

Drives for PIT Copy /BCV/

SOUTH

ENTERPIRSE SAN STORAGE FOR SOUTH ZONE

(PRIMARY)

Usable Storage Capacity using 146 GB 15K RPM 180 TB 22TB 102TB
Drives

Usable Storage Capacity using 300 GB 10K RPM 100TB 86TB 186TB
Drives for PIT Copy /BCV/

Usable Storage Capacity using 600GB 10K rpm

SOUTH
drives for PIT copy /BCV/clone (In TB)

ENTERPRISE SAN STORAGE AT SOUTH ZONE FOR

DR OF EAST ZONE (IN SEPARATE BOX)

Usable Storage Capacity using 146 GB 15K RPM 105 TB 25TB 130TB
Drives

Usable Storage Capacity using 300 GB 10K RPM 25 TB 57TB 82TB

Drives for PIT Copy /BCV/

WEST

ENTERPIRSE SAN STORAGE FOR WEST ZONE

(PRIMARY)

Usable Storage Capacity using 146 GB 15K RPM 150 TB 150TB

Drives

Usable Storage Capacity using 300 GB 10K RPM 80 TB 10TB 90TB

Drives for PIT Copy /BCV/

Usable Storage Capacity using 600GB 10K rpm 56TB 56TB

WEST
drives for PIT copy /BCV/clone (In TB)

ENTERPRISE SAN STORAGE AT WEST ZONE FOR

DR OF NORTH ZONE (IN SEPARATE BOX)

Usable Storage Capacity using 146 GB 15K RPM 110 TB 21TB 131TB
Drives

Usable Storage Capacity using 300 GB 10K RPM 25 TB 59TB 84TB

Drives for PIT Copy /BCV/

NORTH

ENTERPIRSE SAN STORAGE FOR NORTH ZONE

NORTH
(PRIMARY)

112
 Usable Storage Capacity using 146 GB 15K RPM 110 TB 21TB 131TB
Drives

Usable Storage Capacity using 300 GB 10K RPM 60 TB 30TB 90TB

Drives for PIT Copy /BCV/

Usable Storage Capacity using 600GB 10K rpm 60TB 60TB

drives for PIT copy /BCV/clone (In TB)

ENTERPRISE SAN STORAGE AT NORTH ZONE FOR

DR OF WEST ZONE (IN SEPARATE BOX)

Usable Storage Capacity using 146 GB 15K RPM 145TB 145TB

Drives

Usable Storage Capacity using 300 GB 10K RPM 30 TB 49TB 79TB

Drives for PIT Copy /BCV/

Existing CDR Storage

Qty

SNo Description North South East West

Enterprise Storage

1 VMAX100K Dual Engine with 1TB Cache 1 1 1 1

2 1200GB 10K RPM SAS Disks 2.5" (including Hot 132 140 82 90
Spare)

3 800GB SSD Disks (including Hot Spare) 26 26 26 26

4 600GB 10K RPM SAS Disks 2.5" (including Hot 262 262 222 262
Spare)

5 8Gbps FC Ports 64 64 64 64

6 License feature for Total Productivity Pack consisting 1 1 1 1

of SRDF, Time Finder and Storage Management for
Proposed array capacity

7 SRM Suite for Proposed Array capacity 1 1 1 1

SAN Switches

1 EMC ED-DCX-8510-8B SAN Director 2 0 0 0

2 64x8Gbps Port FC Modules 8 0 0 0

3 10 Mtr LC-LC OM3 Cables 256 0 0 0

4 30 Mtr LC-LC OM3 Cables 256 0 0 0

FC-IP Fouters

113
 1 EMC MP-7840B FCIP Routers with 8x8Gbps FC and 2 2 2 2
8x1Gbps GigE Copper Ports

DD2500 Disk Library

1 DD2500 with 96TB RAW capacity 1 1 1 1

2 License feature for VTL, Encryption, Replication, DD 1 1 1 1

Boost

Server

1 Cisco UCS C240 with 2x Intel 10C Procesor, 8x 16GB 2 2 2 2

RAM, 2x 600GB HDD, 1x Quad Port Ethernet, 2x Dual
Port 8Gb Fibre Channel HBA, 2x VMware vSphere lic
& 1x VMware vCenter Standard lic for 2 Physical
servers

16.3 Existing Backup Solution

b. Backup Solution NORTH ZONE

SUN Mgmt
X4100 X4100 Servers Servers 0733AM0324

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0195

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0209

SUN Mgmt
X4100 X4100 Servers Servers 0733AM0330
8
SUN Mgmt
North - X4100 X4100 Servers Servers 0733AM0335
Chandigarh
SUN Mgmt
X4100 X4100 Servers Servers 0733AM0313

SUN Mgmt
X4100 X4100 Servers Servers 0733AM0334

SUN Mgmt
X4100 X4100 Servers Servers 0733AM0329

SUN Mgmt
Servers ACLS
1
ACLS -

114
 1094MU-
Storage 3100 SUN JBOD StorEdge 3120 07250B2E15 1

LTO3 Tape
LTO3 LTO3 Drives 20 nos. 20

Tape library SL8500 Tape

SL8500 SL8500 Library 516000102379 1

SF V215
SF V215 Server V215 – ACLS 0734FML09Y 1

SF V215
SF V215 Server V215 – ACLS 0734FML0AR 1

c. Backup Solution WEST ZONE

X4100 X4100 Servers SUN Mgmt Servers 0733AM0332

X4100 X4100 Servers SUN Mgmt Servers 0733AM0333

X4100 X4100 Servers SUN Mgmt Servers 0733AM0315

X4100 X4100 Servers SUN Mgmt Servers 0733AM0328

X4100 X4100 Servers SUN Mgmt Servers 0733AM0317 9

X4100 X4100 Servers SUN Mgmt Servers 0733AM0325

X4100 X4100 Servers SUN Mgmt Servers 0733AM0201

X4100 X4100 Servers SUN Mgmt Servers 0733AM0337

WEST -
Pune X4100 X4100 Servers SUN Mgmt Servers 0733AM0319

ACLS ACLS ACLS - 1

1094MIL-
Storage 3100 SUN JBOD StorEdge 3120 07240B4081 1

LTO3 LTO3 LTO3 Tape Drives 20 nos. 20

Tape library Tape Library

SL8500 SL8500 SL8500 516000102380 1

SF V215 SF V215 Server V215 – ACLS 0734FML09K 1

SF V215 SF V215 Server V215 – ACLS 0734FML09U 1

d. Backup Solution SOUTH ZONE

115
 SUN Mgmt
X4100 X4100 Servers Servers 0733AM0322

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0211

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0594

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0595

SUN Mgmt
9
X4100 X4100 Servers Servers 0733AM0318

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0588

SUN Mgmt
SOUTH - X4100 X4100 Servers Servers 0729AM0199
Hyderabad
SUN Mgmt
X4100 X4100 Servers Servers 0729AM0205

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0207

ACLS ACLS Software ACLS - 1

1094MIL-
Stordge 3100 SUN JBOD StorEdge 3120 07300B44E0 1

LTO3 Tape
LTO3 LTO3 Drives 20 nos. 20

Tape library Tape library

SL8500 SL8500 SL8500 516000102378 1

SF V215 SF V215 Server V215 – ACLS 0734FML09M 1

SF V215 SF V215 Server V215 – ACLS 0726FL203K 1

e. Backup Solution EAST ZONE

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0193
East -
SUN Mgmt 9
Kolkata
X4100 X4100 Servers Servers 0728AM0591

X4100 X4100 Servers 0728AM0590

SUN Mgmt

116
 Servers

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0197

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0593

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0331

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0592

SUN Mgmt
X4100 X4100 Servers Servers 0729AM0203

SUN Mgmt
X4100 X4100 Servers Servers 0728AM0589

ACLS ACLS ACLS - 1

SUN JBOD 1094MIL-

Storage 3100 ACSLS Storage StorEdge 3120 07240B424E 1

LTO3 Tape
LTO3 LTO3 Drives 20 nos. 20

Tape library SL8500 Tape

SL8500 SL8500 Library 516000102377 1

SF V215 SF V215 Server V215 – ACLS 0734FML09H 1

SF V215 SF V215 Server V215 – ACLS 0734FML09J 1

17. Uninterrupted Power Supply (UPS)

Bidder is expected to study the existing capacity and present load of UPS working at all four
CDR data center and take necessary actions as tabulated bellow –

Name of Data Name of Existing Augmentation AMC

center existing UPS Capacity / /Replacement of UPS
vendor , Current Load system

Configuration

GE 200KVA *8 Bidder is expected to Bidder has to

Nos. assess expected load provide AMC for
South CDR data (N+N) during installation , working UPS
center , Present Total commissioning and during the
Hyderabad Load : migration phase and contract period
arrange suitable
augmentation or
117
 550 KVA replacement of UPS
system in the beginning
or during the contract
period

GE 200KVA *8 NA Bidder has to

Nos. provide AMC for
(N+N) working UPS till
East CDR data Present Total migration work is
center , Load : completed
Kolkatta
480 KVA

SOCOMEC 200KVA *6 NA Bidder has to

Nos. provide AMC for
(N+N) working UPS till
North CDR data Present Total migration work is
center , Load : completed
Chandigarh
290 KVA

SOCOMEC 200KVA *8 Bidder is expected to Bidder has to

Nos. assess expected load provide AMC for
(N+N) during installation , working UPS
Present Total commissioning and during the
Load : migration phase and contract period
West CDR data
arrange suitable
center , Pune 360 KVA
augmentation or
replacement of UPS
system in the beginning
or during the contract
period

18. Proposed Architecture of Main CDR Data Center (Hyderabad) and DR CDR
data Center at Pune.

118
18.1 Main Proposed architecture

Architecture Blueprint of New BSS/OSS Implementation for Enterprise and Wireline/Broadband Customers
OSS/BSS
Web Self IVRS Call Mobile User
Call Center/ CSC Aadhar Servers
APIfication

APIfication
Care user App/ SMS Counter Payment Offline
Social Media
Payment Portal Payments

Partner/ Franchisee Self Care User Management

Complaint/ Service Apply for new Social CRM Identity Mgmt
Requests booking connection Sentiment Payment Mgmt
Listening System Access Mgmt
Tracking
View/Pay Interactive Personalized
Bills Chats Commerce
GSM Servers

Partner Relationship Management Customer Relationship Management

SMS Platform
Partner Onboarding Order/ Ticket Inbox Marketing Customer Mgmt Order Mgmt
SLA Commission Partner
ERP SMTP
Monitoring Mgmt Products Sales Service Assurance Loyalty Mgmt Notification Platform

Enterprise Application Integration

Prepaid Billing and DIL Messaging

Enterprise Catalogue Management Accounting Big Data And Advanced Analytics
Server Manager
Product/ Service Product Lifecycle Customer Network Partner
Catalogue Mgmt Analytics Analytics Analytics
Product Product Multiplay Systems Fraud Management Real time Warehouse/
Channel Reports
APIs Translation Engine Federation decision engine Big Lake
Postpaid Rating and Bill Formatter
Billing
Print Shoppe Enterprise Management System
Service Management Retail Billing
Desktop/ Server Mgmt
Interconnect Billing Accounting
Service Number/ Netwok Network
Inventory Inventory TTM Performance
Helpdesk
Mgmt
Workforce Order Revenue Assurance
Provisioning
Mgmt Orchestration Mediation
Enterprise Security
Mgmt
Physical Security

Network IDB
Packetware TDS AAA Servers
Servers NMS Systems Server Access

Host IDS
Antivirus
Wireline TDM MPLS Nodes/ VMUX Policy Compliance
Switches Security DMS
IN Switches OCB Switches VSAT Hubs Broadband Network
NGN Switches Gateways/ BRAS
CDOT
OLT for BB
5ESS EWSD
on Fiber

DSLAMs for BB
on Copper pair GSM based
WiMax

119
 SECTION – 3 - PART B-2
Disaster Recovery
1. General
1.1. This Schedule outlines the Bidder’s responsibilities in respect of a Disaster (as
defined in clause below). Bidder will develop a Disaster Recovery Plan (DR Plan) and
shall initiate disaster recovery (if need arises) in accordance with this Schedule.
1.2. The purpose of the DR Plan is to ensure the Bidder’s ability to provide efficient DR
services to BSNL after a Disaster has been declared.
1.3. Bidder shall ensure that the recovery process will begin immediately after a Disaster
has been declared.
1.4. The DR Plan shall cover the complete range of activities to be executed from the
start of the Disaster to the stage where the Alternate Data Centre and environment
is activated, operating and providing the services (i.e. the alternate environment
servers/applications as the production environment for the continued services) and
ensure all services to serve the end customer is least impacted.
1.5. BSNL shall provide at its cost all necessary network connectivity from the Main data
centre to Alternate Data Centre(DR DC), and to and from the call center or any other
location from which BSNL expects to have system connectivity in case of a Disaster.
1.6. In Event of Disaster the Operation Teams will be mobilized to the Alternate Data
Centre by SI in consulation withn BSNL authorities.
1.7. All Data Centers will be connected to MPLS network with required Bandwidth
connectivity to two different points of presence. Bidder shall provide all the
equipment such as Routers/ modems/others needed at the Data center for MPLS
connectivity. Additional bandwidth can be provided if requested for.
1.8. It shall be possible to monitor the health of disaster recovery system from main
system and vice-versa continuously or under operator command through EMS.
1.9. The Main DC and the DR DC run in active-standby mode and all the DR
standby databases shall be in themanaged recovery mode(the standby
database automatically applies logs received from the primary database). The DR
Site for each business application shall have production, pre-production and
development environment. The database, applications and web servers shall be
exact replica (architecture wise and compute wise) of the respective primary data
centre servers. The bidder should submit a letter certifying the compatibility and
latest version details of all applications/solutions in Main and DR DCs.Bidder shall
provision automatic disaster recovery tool to automate the activities and ensures
that swithing to DR site is handled in automatical manner.
The proposed Disaster Recovery Solution should provide for full automation of fail
over for every application to DR site. The proposed solution should be capable of
establishing the inter dependencies of each applications and elements covered under
this tender in real time along with the cascading impact of any disruption to make a
decision to declare to initate a disaster revovery. The recovery process should be
completely automated fail over to DR site and should provide relevant real time dash
boards for the financial impact of the disruption alongwith RTO for effective decision
making. Bidders will be required to demonstrate the seamless automated fail over to
DR site and as a part of the Acceptance Process BSNL will run all its processes from
the DR site for a fortnight post wich it should seamlessly and with full automation go
back to the main DC. DRM being a crucial activity, bidders will be mandatorily
require to demonstrate proof of having implemented the proposed solution with the
required features by BSNL with atleast 2 TSPs globally.

1.10. The Bidder must provide a detailed proposal in the technical bid to achieve the DR
objectives keeping in consideration the best practices followed in the similar
environment.

120
1.11. The Bidder shallconsider the following key factors while designing DR solution:

a. Suitable optimization of resources required.

b. Minimization of the duration of a serious disruption to business operations.
c. Effective co-ordination of recovery tasks.
d. Reduction of the complexity of the recovery strategy.
2. Definition of Disaster: A Disaster is any untoward event or occurrence, at and
from the Primary Data Centre, such that the applicable portions of the Platform
affecting the Services are needed to be switch over to the DR Data Centre.
3. Disaster preparedness and recovery: In case of a disaster the DR site shall be
taking over the load of the primary site, the Alternate DR site shall run on a 100%
efficiency. Necessary services namely CDR collection, rating, billing, order
management, provisioning and customer services (including all other functionalities
working at Main site) shall be up and running within the prescribed time frames from
the time of occurrence of the disaster.
4. Data loss (Recovery Point Objective) : In no circumstances there shall be a data
loss except in case of a disaster, where the permissible period of Data loss for
various applications shall be as per RPOs defined in Section 3 Part B-27 of tender
document(Storage specifications).

5. DR Requirements

5.1. No degradation of performance for the applications failing over to the DR site shall
be permitted. Accordingly Hardware at DR site for all applications shall be 100%.DR
setup shall cover unplanned as well as planned outages at reduced performance
level as defined.
5.2. DR site shall have 100% storage capacity and same performance as the primary site
to take care of the complete requirement of storage. In case of any natural or
manmade DR instance, all critical functionality related to all applications shall switch
over to the designated DR site.
5.3. The bidder shall propose a cost effective solution for both Main and DR DCs by
considering only adequate number of software licenses, which are essential. In
case of DR situation or a drill, the licenses at Main DC shall be shifted to the
corresponding DR site and activated.
5.4. In no case, it is recommended to utilize the redundant HA servers and other
processing headroom provided on different servers for the purpose of DR.
5.5. Enough precautions shall have to be taken to remove all single point of failure. In
spite of all that the Bidder shall also define different disaster like situation when
impact on business is considerable because complete disruption of one or more
element of DC resulting into disruption of different services, considering correction
time, recovery time, business impact, restoration action has to be planned and
documented during the Project execution phase.
5.6. The Bidder shall demonstrate its DR preparedness in following disaster scenarios if
requested by BSNL:
5.6.1. A system / hardware failure at the primary site resulting in the system’s/hardware’s
unavailability.
5.6.2. Core equipment/ components failing at the primary data centre resulting in the
several systems of the primary site being affected/ unavailable.
5.6.3. Non-availability of the primary site as a result of a disaster restricted to that part of
the city.
5.6.4. Non-availability of the primary site due to disaster situation in the city where the
primary data centre is located.
121
5.7. The disaster scenario shall specify the contingency arrangements for people and
shall consider situations such as:

5.7.1. Non-availability of Data Centre operations team.

5.7.2. Non-availability of the key decision makers at the Primary site beyond a significant
time during a disaster.

5.8. Actions to initiate Switchover to DR site and Switchback from DR to Main site shall
be initiated manually.

5.9. All the DR standby databases shall be in themanaged recovery mode(the standby
database automatically applies logs received from the primary database).Whenever
there will be any disaster situation, the Standby mode will be changed to open
mode.

5.10. Periodic backups of the Database data as per backup policy and Non-Database data
(System data, Application data, Business data) are taken on tapes and kept in fire-
safe storage outside the Data Centre.BSNL shall provide and maintain an outside
storage location.(Applicable if tape library solution is reused).

5.11. Bidder shall document different unplanned outage scenario application and database
wise with probable solution to overcome the problem.

6. Recovery Time Objective (RTO) : Servers earmarked to take the load of DR site
shall be pre or post configured as per well documented DR plan prepared by the
Bidder in all respect for quickest possible switch over within RTO & RPO defined in
Section 3 Part B-27 of tender document(Storage specifications).

7. Development of disaster recovery plan

7.1. The Bidder must develop and submit the disaster recovery plan to BSNL.

7.2. On the Effective Date, every year as per the DR Plan, and on BSNL’s written request
at any time during the Term, the Bidder must develop a comprehensive disaster
recovery plan in respect of all or any part of the Services.

7.3. The draft disaster recovery plan must:

a) identify those parts or aspects of the Services that are susceptible to various
disaster scenarios;
b) describe different levels of recovery;
c) describe how to minimize the duration of service disruption and disruptions to
systems and business operations, including;
d) indicate the relevant Bidder Personnel that will be deployed, and the manner in
which they will be deployed, by the Bidder to ensure that the systems and
business operations are restored as soon as possible after the service disruption
and/or disruptions to systems and business operations occur;
e) work-around, fall-back and any other relevant plans (such as traffic diversion
plans, re-routing plans) that the Bidder will be able to implement to minimize the
effect of the service disruption and/or disruptions to systems and business
operations while the relevant Hardware and/or Software is being repaired;
f) alternative systems and platforms to which the Bidder will be able to divert
critical data and traffic to mitigate the effect of the service disruption and/or
disruptions to systems and business operations while the relevant Hardware
and/or Software is being repaired;
122
 g) a service restoration plan including details of whether the service restoration plan
will result in full restoration or partial restoration and, if only partial restoration,
the percentage restoration that will be achieved; and
h) the Bidder’s methods to prevent loss of any charging, recharge or billing
information (including subscriber account balance values) in respect of any BSNL
subscriber, such as back-up storage;
i) describe how to reduce the complexity of the recovery effort; and
j) propose, and describe how to implement, a disaster recovery solution.

7.4. BSNL may provide the Bidder with certain additional requirements for the draft
disaster recovery plan; and/orrequire the Bidder to propose appropriate additional
content for the draft disaster recovery plan.

8. Disaster Recovery approach

8.1. Bidder will install, maintain and update the DR Solution so that the DR Solution is
installed and operational at the Alternate Data Centre throughout the Term in the
same manner as the Primary Data Centre to the extent that the Platform as installed
at the Alternate Data Centre will allow:

a. New software releases, builds, and hot fixes will be applied in to the DR solution
replicating the production environment solution, and software forming part of the
DR Solution updated following capacity expansions of the Platform as installed at
the Alternate Data Centre.

b. In order to synchronize the production configuration with the DR configurations,

all configurations and software changes (newreleases, builds and hot fixes) and
3rd party software upgrades made to the production environment must follow
formal change control procedure. This synchronization includes non-database
operation files, being flat files required for continuance of operations, such as
acquisition and formatting files and invoice images.

c. After a Disaster, Bidder’s support for the DR Solution will be the same as for
support of the production environment, excluding the grace period due to
disaster.

d. Disaster Recovery drill to be conducted periodically (frequency shall be decided

bu BSNL) annually in accordance with Schedule (Service Level Agreement) and
other provisions of this Agreement) will be simulated without impacting Main, in
order to verify DR readiness.

123
9. DR ongoing activities:

9.1. Contribute appropriate information and data to BSNL’s DR plan Provide

Operational services including: Monitor configuration changes from Main to DR
environment. Ongoing data and file replication/transfer to keep DR in working
condition. Monitor Databases containing online transactions are replicated in real
time from Main to the DR site to avoid any loss of transaction.

9.2. Implement all software changes to DR.

9.3. Apply necessary patches or software update/upgrade to ensure consistency
between Main and DR environments and ensure compliance with BSNL’s IT
security requirements.

10. Disaster event occurrence :

10.1. Emergency Operations Concept - In the event of a Disaster, the recovery

activities will be undertaken from DR Data Centre – with the Bidder’ Plan
management and the recovery teams (Infra, Operations, Help Desk, Testing and so
forth) and work from DR DC.

10.2. Recovery Log Maintenance - Bidder will document the progress of the entire
recovery process of the DR solution, along with any issues that are encountered and
their corresponding resolutions.

11. Recovery process stages :

11.1. Stage 1 – Preparations for Moving to DR Data Centre: This stage includes the
preliminary tasks that must be performed when personnel are notified of potential
disaster recovery activation. Examples would include staff and Bidder notifications,
damage assessment, collection of documentation, assessing and obtaining backups,
resource inventories and distribution (hardware and software, PCs, phones,
supplies), staffing, and so forth.

11.2. Stage 2 – Moving Operations to DR Data Centre: This stage includes the
detailed tasks required to physically and logically move operations to the Alternate
Data Centre. Examples would include hardware and software installations,
transportation of backup tapes,purchase of necessary resources, arrangements for
Bidder support, restoration documentation and schedules, staffing, and so forth.

11.3. Stages 3 and 4 – Running Operations at DR Data Centre: These stages

include tasks needed to meet SLA % Capacity, execute billing cycles, and sustain
operations at an alternative facility. Examples would include setting staff schedules
(as well as other schedules for Bidders, backups, and so forth), status and reporting
procedures.

12. Storage Requirements with respect to DR

12.1. The storage requirement with respect to the DR DC is same as that of the Main DC.

12.2. The Main DC and the DR DC run in active-active mode and all the DR standby
databases shall be in the managed recovery mode(the standby database
automatically applies logs received from the primary database).

124
12.3. Storage system based remote mirroring for DR over long distances over IP network
shall be done. Any hardware required for providing replication shall have to be
provided by the Bidder. There shall not be any limitation on remote mirroring of
number of applications i.e. software licensing shall be such that any addition of
application is taken care of.

12.4. Replication to another storage system at the DR site shall be in asynchronous mode.

12.5. It shall be possible to update the secondary by the Primary on line or at configurable
intervals to meet the stated RPO requirement. The replication solution shall be
designed to have negligible impact on the server & storage resources of the
production environment.

12.6. During regular updates, only incremental data pertaining to the previous interval
shall be transferred.

13. Replication between Main and DR CDR Data centers :The host based and
storage based replication shall be as follows.

Main Data Center DR Data Center

CSR Mediation/ CSR Mediation/
Provisioning Provisioning

ISP ISP
MPLS MPLS

Edge Servers Core Application Servers Databases Core Application Servers Edge Servers
Databases
Enterprise/ Integrated Stack System Enterprise/ Integrated Stack System

Host Based Database Replication

Storage Based Replication (Other than Database

Instances)

125
 SECTION – 3 - PART B-3
Data Security and Privacy

1. General :

1.1 The Data Privacy and Security Framework describes the rights and responsibilities of
BSNL and Bidder for the period during which the Bidder provides the Managed
Services under the Agreement The basic tenets for this framework are :
1.2 Security: The system is protected against unauthorized access (both physical and
logical)
1.3 Availability: The system is available for operation and use as committed or agreed
1.4 Processing Integrity: System processing is complete, accurate, timely, and
authorized
1.5 Confidentiality: Information designated as confidential is protected as committed or
agreed
1.6 Privacy: Personal information is collected, used, retained, disclosed, and destroyed
in conformity with the principles laid out by regulator (TRAI) and licensor (DoT)

2. Policy :

2.1 Information Resources shall include hardware, software and other materials such as:
computers, computer peripherals, computer communications networks, computer
systems, applications and software, web sites, data stores, information processing
systems, public telephone network elements, and their support systems. Information
Resources may be Confidential Information, to the extent covered by the definition set
forth in the Agreement.

2.2 Bidder shall protect the confidentiality of all BSNL Confidential Information that is
stored, accessed, processed or transmitted (or otherwise available for same) on the
Information Resources which are in the scope of this Tender. Bidder has the specific
obligations with regard to the protection of Information Resources and Confidential
Information

2.3 This policy shall govern the protection of Information Resources and proprietary and
Confidential Information in circumstances including, but not limited to:

a. Bidder’s access to, and use of, BSNL’s Confidential Information;

b. Bidder’s return and disposal of BSNL’s Confidential Information;

c. Bidder’s access to, use, and return or disposal of BSNL Equipment, BSNL Owned
Software, BSNL Third Party Software and BSNL Data; and

d. access to, and use of, the telecommunications network and network components
owned, leased, licensed and/or operated by BSNL and its subcontractors,
including, but not limited to, any points of presence, any network element(s), or
off premises extension to the BSNL Network, e.g., an extranet connection.

2.4 Bidder shall avoid unauthorized disclosure of BSNL Confidential Information

2.5 Bidder shall not delete, destroy, and shall avoid unauthorized disclosure of the BSNL
Confidential for the Term of the Agreement from the Effective Date of the Agreement

2.6 Bidder shall only utilize BSNL Information Resources for their intended purposes,
including, but not limited to, accessing, transmitting and storing information related to
the operation of the business and the Agreement.

126
3. Usernames and Passwords :

3.1 Bidder shall ensure that the Bidder provided Systems that may be used in support of
provision of the Managed Services to BSNL have login procedures that are designed and
implemented with a mechanism that will thwart the use of repeated login attempts to
guess or otherwise determine a valid login identification and authentication combination
by reinitiating the login process after a maximum of no more than 5 successive
unsuccessful attempts. After such successive unsuccessful attempts, the account will be
locked up and will be automatically released after 30 minutes.

3.2 Bidder is responsible for all usernames and passwords assigned to each Bidder user,
which shall be protected at all times.

4. Reporting :

4.1 Report potentially compromised usernames and passwords as soon as Bidder is aware.
This includes any Bidder-owned devices that are unaccounted for that may contain
BSNL information

4.2 Report any known or suspected unauthorized access, unauthorized use, misuse,
unauthorized disclosure, destruction, theft, vandalism, unauthorized modification, or
unauthorized transfer of BSNL Data in Bidder’ possession or control.

5. BSNL Confidential Information :

5.1 Secure and protect BSNL Confidential Information in accordance with the requirements

5.2 Ensure that computer storage devices containing BSNL Confidential Information or BSNL
Personal Data are not disposed of or otherwise presented to Third Parties unless all
BSNL Confidential Information and BSNL Personal Data has been completely obliterated.
This includes media used to transmit data and to create backups.

5.3 Ensure that individual access and accountability controls are in place for the Bidder’s
Personnel who will access a BSNL Information Resource including resources owned and
operated by or for Bidder that may contain BSNL Confidential Information.
Accountability/audit records shall be kept for a period of no less than ninety (90) days.

5.4 Upon completion of the Managed Services, the BSNL Personal Data residing on Bidder
Equipment (that does not form part of the Bidder System) shall be retained, destroyed
or returned in accordance with the applicable Bidder security policies.

6. Prohibited Material :

6.1 Accessing, transmitting, or storing prohibited material through the BSNL Network or at a
BSNL Site (i.e. pornography, racialist, conducting gambling, etc.) by Bidder Personnel is
strictly prohibited and may, subject to the dispute resolution as described in the
Agreement, result in suspension or termination of access to the BSNL Network for
Bidder.

7. Security programs and audits :

7.1 Internal Security Policy - Bidder has to implement BSNL security policy governing the
protection of its own information resources and the resources of others under its control.
A copy of BSNL security policy shall be made available upon request.

127
Reference Title
1 Information Classification and Control
1.1 Data Owners
1.2 Information Classification
1.3 Information Labelling & Handling
2 Physical and Environmental Security
2.1 Physical Security
2.2 Environmental Security

2.3 Power Supply

2.4 Cabling Security
2.5 Security of the Information System Equipment
2.6 Physical Security of Laptops
2.7 Clear Desk and Clear Screen Policy
3 Personnel Security
3.1 Security during Hiring, Transfer and Termination
3.2 User Responsibilities / Accountability
3.3 Security Awareness & Orientation Sessions
4 Logical Access Control
4.1 User Access Management
4.2 User Responsibilities
4.3 Desktop/Laptop Logical Security

4.4 Usage of Sensitive System Utilities

5 Computing Environment Management

5.1 Identification of Hardware

5.2 Emergency Procedures / Privileged Accounts
5.3 Documented Operating Procedures
5.4 Incident Management Procedures
5.5 Segregation of Duties
5.6 Security of System Documentation
5.7 Computer Virus Control
5.8 Disposal of Media
5.9 Configuration Management
6 Network Security
6.1 Network Management Controls
6.2 Network Devices
6.3 Remote Access
6.4 Network Diagnostic Tools
7 Internet Security
7.1 Internet Use
7.2 E-mail Security
7.3 Firewall Security

128
Reference Title
8 System Development and Maintenance
8.1 Controlled Environment
8.2 Change Request
8.3 Source Code Management
8.4 Version Controls
8.5 Testing
8.6 Retention Requirements
9 Business Continuity Planning
9.1 Contingency Planning
9.2 Backup and Recovery Procedures
10 Compliance
10.1 Use of unauthorised software
10.2 Purchasing and regulation of Software Use
11 Third Party and Outsourcing Services
11.1 Risk Assessment
11.2 Access Control
11.3 Security Conditions in Third Party Contracts
11.4 Security Conditions in Outsourcing Contracts
11.5 Service Level Agreements

129
 7.2 ISO 27001:2013 Compliance - Bidder has to implement subject to the Change
Management Procedures, a robust information security program that complies with the
International Organization for Standardization and the International Electro technical
Commission (ISO/IEC) for the Code of Practice for Information Security Management
System ISO 27001:2005(E) or its current standard. The key tools to be implemented as
part of the implementation program are as detailed below:

7.2.1 Policy Management Tool :

7.2.2 The system shall support creation, management and importing/exporting policies,
controls and technical baselines.The system shall provide control content library with
mapping to industry best practices, framework, regulations and particularly the ISO
27001:2013 standards which are to be implemented as part of delivery of this project.

7.2.3 The system shall provide technical Control procedures shall provide implementation and
assessment guidance. Technical baselines must be written against control standards
and mapped to regulatory requirements.

7.2.4 System shall employ real-time reports and dashboards to give BSNL view of policies
and control standards mapped to regulatory requirements, identify gaps between
policies and authoritative sources, and monitor policy exceptions enterprise-wide.

7.2.5 The system shall support the monitoring and reporting the organization’s compliance
levels at control procedures, control standard, policies and company objective levels.

7.2.6 The System Shall Support monitoring and reporting control compliance levels for at
Business unit level and roll-up to Division, Company and Group level with ability to
configure additional Hierarchy levels

7.2.7 The system shall generate real-time reports and user-specific dashboards to provide
visibility into the status of assessment efforts and the organization’s overall risk profile.

7.2.8 System shall automatically roll up level of compliance at each control level and business
hierarchy level and shall flow from the downstream compliance assessments.

7.2.9 The system shall

i. Support submission of time-limited policy exception requests.

ii. Support exception request review and approval workflow.
iii. Track end of exception period and will notify relevant parties in advance.
iv. Log the lifecycle of authorized exceptions.

7.2.10 The system shall supports policy authoring and content review workflows and approval
work flow with ability to configure additional levels if required.

7.2.11 The systems Asset /Business entity hierarchical definition shallbe flexible and shall
enable the establishment of asset relationships (e.g., relating devices to the facilities
where they are housed).

7.2.12 Reporting Targets: Company profiles, Division profiles, Business unit profiles.

7.2.13 Evaluation Targets: Products and services, Business processes, Devices, Applications,
Facilities and Personnel.

7.2.14 System shall support online asset classification by asset owners based on rating
attributes.

i. Criticality rating
ii. Confidentiality rating

130
 iii. Integrity rating
iv. Availability rating

7.2.15 The system shall track asset owners to establish a line of authority for maintenance,
control and security.

7.2.16 The solution shall also support all privacy related policies, risk assessment, reporting
and management

7.3 Risk Management Tool :

7.3.1 The tool shall deliver a central management system for identifying risks, evaluating their
likelihood and impact, relating them to mitigating controls and tracking their resolution.

7.3.2 The system shall support risk assessment processes, time and event based notifications
and workflow. The system shall allow

i. To quickly build targeted questionnaires through a wizard-driven interface.

ii. Sending reminder and escalation notifications as an assessment due date
approaches or is past.

7.3.3 The risk management tool shall provide BSNL the capability to provide

i. A registry of potential risks, and relates them to corporate objectives, key risk
indicators and mitigating controls.
ii. Maintain a repository of qualitative, quantitative and trending metrics, and automate
the collection of supporting data.
iii. Calculate inherent and residual risk automatically based on assessment scores and
risk mitigation.
iv. Generate real-time reports and executive dashboards, providing clear visibility into
key risk indicators, the status of assessment efforts and your organization’s overall
risk profile.
v. Integrated management and reporting of risk management data and processes with
the compliance management process to achieve efficiency and transparency
enterprise-wide.

7.3.4 The system shall support online risk and compliance assessments which can be portable
offline. Such assessment shall configurable assessment templates for

i. Online Fraud Assessments

ii. Application Assessments
iii. Information Assessments
iv. Device Assessments
v. Facility Assessments

7.3.5 The system supports a master library of questions, linked with control standards that
can be used in multiple questionnaires and are mapped to standards / frameworks.
System shall allow

i. Answers to assessment questions shall trigger automatic finding creation

ii. Applying weight to questions and responses.

7.3.6 The system shall enable COSO ERM implementation allowing calculating, displaying and
reporting risk scores. These risk calculations shall:

i. Transparent (no "black box" magic).

ii. Users full control over risk calculation parameters, weightings
iii. Support custom risk assessment methodologies and algorithms
iv. Aggregate risk scores for any entity or group.

131
7.3.7 The system shall allow risk score and compliance score pairs and maps these to a
maturity model.

7.3.8 System shall provide monitoring of controls with in compliance assessment at the same
time shall allow to build KRIs and KPIs to build early warning system

7.3.9 System shall allow measurement probability and impact (Likelihood and Consequences)
and ability to tie up following with risk :

i. KRIs and KPIs

ii. Loss Events
iii. Incidents

7.4 Compliance Management Tool :

7.4.1 The compliance management tool shall have the ability to define time based and event
based compliances with ability to assess on time/ event triggers.

7.4.2 System shall allow scoping controls for business unit and business process and ability to
define key controls on which compliance has to be reported on.

7.4.3 System shall allow Compliance assessment through fully reconfigurable questionnaires

7.4.4 System shall support following :

i. Risk and Compliance Matrix

ii. Control self-assessment capability
iii. Testing of Controls
a. Testing Plans
b. Test of Design
c. Test of effectiveness

7.4.5 System shall allow following:

i. Maintain automated technical compliance checking (e.g. Compliance Scans)

ii. Manual testing of technical controls
iii. Testing of process controls

132
7.4.6 The system's compliance scores shall seamlessly combine survey-based and automated
testing results and data from third-party tools.

7.4.7 The system shall flag result discrepancies (e.g., between survey-based and automated
test results).

7.4.8 The system shall calculate compliance scores for each regulation.

7.4.9 The system shall calculate aggregate compliance scores for multiple regulations.

7.5 Business Continuity Process Management Tool :

7.5.1 The tool shall provide a central repository for documenting business processes related to
BCP/Dr

7.5.2 The system shall support business impact analysis to be done online with calculations of
RTO and RPO with predefined recover management formulae

7.5.3 The system shall be able to maintain a central repository for business continuity plans.

7.5.4 The system shall support BCP plan testing in various forms and track testing gaps and
remediation efforts.

7.5.5 The system shall be able to maintain emergency response procedures electronically.

7.5.6 The system shall provide a central repository for documenting BCP, disaster recovery
plans and recovery procedures.

7.5.7 The system shall support the analysis of environmental threats against the IT
infrastructure.

7.5.8 The system shall be able provide configurable formulae for calculating risk ratings for IT
assets.

7.5.9 System shall control access to disaster recovery plans to restricted by user/group-based
access controls.

7.5.10 The system automatically shall be able to schedules reviews for business continuity
plans and disaster recovery plans.

7.5.11 The system automatically shall be able notify appropriate personnel of BCP / DRP plan
review dates.

7.5.12 The system shall provide configurable workflow for plan review processes.

7.5.13 The system shall support recovery procedure testing and track testing gaps and
remediation efforts.

7.5.14 The system shall be able to maintain contact information for the plan declaration
authority, emergency response team, and asset owners.

7.5.15 System shall be able to maintain detailed Contact information and also sync up users
information through directory server integration.

7.5.16 The system shall capture crisis events of any type.

7.5.17 The system shall provide a point-and-click configuration interface to capture additional
event types and other data points.

133
7.5.18 Crisis event reporting shall be web-based and accessible via geographically dispersed
operating units. Shall have Access by internal employees and Secure access for external
employees

7.5.19 Business continuity and disaster recovery plans shall be linked to crisis events and
invoked from within the crisis management interface.

7.5.20 The system tracks the implementation of business continuity and disaster recovery
plans.

7.5.21 The system supports loss and recovery tracking.

7.5.22 The system shall be able to tie BCM data to enterprise management assets such as
business processes, applications, devices, facilities, and critical business information to
derive impacts when an event occurs.

7.5.23 The system shall connect crisis event data with incident management capabilities tying
recovery efforts to incidents and investigations.

7.5.24 The system shall be able to relate business continuity and disaster recovery plans to
specific vendors enabling the organization to inform third-party supplies that a crisis
event may impact their ability to exchange information or provide services to the
organization. It also enables effective management of threats resulting from vendor
relationships.

7.6 Vendor Management Tool :

7.6.1 Solution shall have ability to automate and manage vendor Risk management process

7.6.2 The system centralizes vendor information for easy access:

7.6.3 Vendor profiles, Contacts, Facilities, Contracts, Projects, Others

7.6.4 Access to vendor information is restricted by user/group-based access controls.

7.6.5 The system includes a contract approval workflow to allow users to attach
documentation as needed and perform signoffs at designated steps.

7.6.6 The system supports red-lining of vendor or internal changes.

7.6.7 The system allows for bypass/override options in the contract review/approval cycle
with proper authority based on a user’s role.

7.6.8 The system tracks comments by contract reviewers and makes such comments available
to any subsequent reviews.

7.6.9 The system generates emails based on workflow to notify internal/external parties when
new contracts are generated or are up for renewal.

7.6.10 The system provides automated alerts for contracts that exceed certain established
thresholds.

7.6.11 The system supports follow-up workflow notifications if recipients fail to respond to the
initial notifications.

7.6.12 The system provides automated alerts to multiple users based on key milestones (e.g.,
SLAs, expiration dates).

7.6.13 The system provides ad hoc notification capabilities.

134
7.6.14 The system tracks communications among internal staff and vendors.

7.6.15 The system creates an audit trail around the communication process.

7.6.16 The system allows specific performance metrics for each vendor to be tracked and
measured.

7.6.17 The system supports emailing vendor contacts regarding performance-level issues.

7.6.18 The system integrates with other solutions to track performance metrics for vendors.

7.6.19 The system provides near real-time aggregation of contracts and vendor status.

7.6.20 The system supports risk assessment processes before and after contract.

7.6.21 The system supports online assessments (and is portable to a laptop).

7.6.22 The system supports both self-assessments and on-site audits.

7.6.23 The system provides controlled access to vendors to complete self-assessments.

7.6.24 The system supports a master library of questions that are mapped to standards and
frameworks for compliance reporting.

7.6.25 Questions can be used in the context of multiple vendor assessments.

7.6.26 The system supports applying weight to questions and responses based on established
risk criteria.

7.6.27 The system sends reminder and escalation notifications as an assessment due date
approaches.

7.6.28 The system quickly builds targeted questionnaires through a wizard-driven interface.

7.6.29 The system automatically generates findings for incorrect answers.

7.6.30 The system allows the management of findings through remediation tasks or exception
requests.

7.6.31 The system calculates displays and reports vendor risk scores.

7.6.32 Risk calculations are transparent (no "black box" magic).

7.6.33 The system gives users full control over risk calculation parameters, weightings.

7.6.34 The system supports mandatory/optional attachments.

7.6.35 The system supports online guidance and help to assessment/survey takers.

7.6.36 System shall support industry standards ISO 27001 , BITS for Vendor Risk assessments

7.6.37 The system supports tracking and reporting of the entire vendor management process.

7.6.38 The system provides summary-level management reporting.

7.6.39 The system provides the ability to dynamically search, sort and report by categories.

7.6.40 The system provides capabilities to run both ad hoc and standardized reports.

135
7.6.41 All reports can be exported to Word, Excel and PDF.

7.7 Audit Management Tool :

7.7.1 The system shall allow BSNL to use various types of auditable entities:

i. Business processes
ii. Facilities
iii. Third parties
iv. Applications
v. Other

7.7.2 The system shall provide ability to perform online assessments of the audit universe to

i. Determine inherent and control risk associated with each audit entity.
ii. Determine audit scope.

7.7.3 The system shall provide ability to maintain a library of procedures that can be used in
the context of multiple audit projects. Procedures can be assigned to audit projects
automatically or ad hoc.

7.7.4 The system shall automatically generate

i. Work papers for each audit project.

ii. Email notifications to alert audit staff of their tasks.

7.7.5 The system shall allow managers to

i. Review utilization and capacity for audit staff.

ii. To assign personnel to audit projects and tasks.

7.7.6 The system supports monitoring of budgeted and actual time for audit work and
expenses for audit work.

7.7.7 The system shall supports tracking of skill sets, accreditations and CPE credits for audit
staff.

7.7.8 The system shall support calendar display of audit staffing.

7.7.9 The system shall be available to audit staff regardless of their location.

136
7.7.10 The system shall provide tiered access control to various levels of audit staff.

7.7.11 The system shall support multiple audit projects simultaneously.

7.7.12 The system shall provide flexible workflow capabilities to match the type of audit
project.

7.7.13 The system shall capture the results of audit tests within work papers.

7.7.14 The system shall provide electronic storage, tracking, management and control of work
papers.

7.7.15 The system shall provide the ability to attach supporting documentation and review
notes to work papers.

7.7.16 The system shall provide the ability to incorporate data from work papers into an audit
report.

7.7.17 The system shall track milestones in the audit process, including kick-off meetings and
field work.

7.7.18 The solution shall capture meta data for users that flag milestones complete.

7.7.19 The system shall provide the ability to export and import data to and from standard
data formats.

7.7.20 The system shall generate findings automatically when failures are noted in audit
testing.

7.7.21 The system shall enable audit customers to respond to noted findings through an online
portal.

7.7.22 The system shall be able to automatically route findings to responsible personnel for
management.

7.7.23 The system shall allow to manage findings through acceptance, remediation tasks or
exception requests.

7.7.24 The system shall provide task management capabilities for creating, assigning and
tracking tasks.

7.7.25 The system shall provide task management capabilities and capture a history of all
changes to records and the user who made them.

7.7.26 The system shall support tracking and reporting of the entire audit lifecycle.

7.7.27 The system shall provide audit staff with a dashboard interface for reviewing assigned
tasks and adding notes and attachments.

7.7.28 The System shall support automatic summary report generation in MS word with ability
to have dynamic fields which can fetched from the database when report creation is
triggered

7.8 Two Factor Authentication

7.8.1 The hardware token shall be available in a convenient key fob form factor that
generates and displays a 6 digit one time passwords every 60 seconds on a built in LCD
using a time-synchronous authentication technology.

137
7.8.2 The token shall be built with hardened material so as to ensure tamper evidence, water
resistance, and work flawlessly under extreme weather conditions. e.g. operate with a
range of -15 Celsius to 60 degree Celsius.

7.8.3 The LCD display shall indicate when a password is going to expire so as make it more
usable for the user to note a OTP before it expires

7.8.4 Shall confirm to international ISO and RoHS standards for Product safety and tamper
evidence.

7.8.5 The token shall be available with lifetime of 5 years.

7.8.6 Shall not contain any changeable parts.

7.8.7 Shall support token customization for cobranding purposes.

7.8.8 Shall provide a policy to recycle the tokens at no additional charge so as to help
preserve the environment.

7.8.9 The software token shall be available as a software form factor that can be installed on
a windows or Mac PC or mobile devices like blackberry, iphone, windows mobile devices,
Java smartphones, Symbian and UIQ devices.

7.8.10 The token shall generate time-synchronous OTPs using a time synchronous technology
and strong symmetric encryption technology like AES for secure remote access and
authentication.

7.8.11 The initialization (and configuration) of software tokens with secret keys shall be
protected using a published secure protocol.

7.8.12 Shall be able to automatically submit credentials to target applications – just enter your
PIN and the software shall autofill on the target location.

7.8.13 The solution shall support Risk based authentication capability to access web based
resources

7.8.14 The solution shall support native/plugin based integration with most popular firewalls,
SSL IPSEC VPNs, routers, RADIUS servers, NAC clients, VPN clients, Citrix servers
window servers(2003/2008 32 and 64 bit) local and RDP logon, web servers (IIS
7/APACHE), wireless access points etc.

7.8.15 Shall enforce two-factor authentication with PAM (Pluggable authentication module)
when using standard UNIX tools (viz. login, rlogin, telnet, rsh, su, and ftp) and
OpenSSH (Secure Shell) tools for secure transactions (viz. sftp, ssh, and scp.). These
shall support Operating systems like RHEL and Sun Solaris 9 onwards.

7.8.16 Support for a multi-tier architecture comprising end user authenticator, target
application / device Agent and an Authentication Server.

7.8.17 Agents shall support auto registration to Authentication Server

7.8.18 Shall provide APIs to enable building of agents for home grown applications as well
incorporation of the software token into homegrown applications

7.8.19 The server shall support other form factors like software and SMS based OTP tokens.

138
 Section 3 B-4
Disengagement Services

1. General

1.1 The SI will assist BSNL in the development of a Disengagement Assistance Plan for
the transition of the O&M and AMC Services from SI to BSNL and/or its sub-
contractor(s) describing services that SI will provide as part of such transition out
(Disengagement Services).

1.2 At a minimum, such Disengagement Services will include preparing that portion of
the Disengagement Assistance Plan detailing SI’s then-current responsibilities,
including schedules and resource commitments.

1.3 Such Disengagement Services will include knowledge transfer, providing details
about customization and allied detail necessary to effect the transition.

1.4 The SI must do all things reasonably necessary to effect the orderly disengagement
of the operation of the CDR Data Center.

1.5 SI must cooperate with BSNL to effect disengagement with minimum disruption to
the service availability and technical support of the CDR Data Center. Activities that
may be required to achieve this objective include without limitation:

a. provide detailed briefings to relevant BSNL Personnel or the relevant staff of its
contractor / sub-contractor about capacity planning including but not limited to
trends, predictions, patterns of activity and usage including peaks and spikes and
future development needs (if any);
b. Create relevant security permissions and accounts for BSNL Personnel or its
contractor/sub-contractor and the revocation of security permissions and
accounts for eligible cases.
c. Provide library of project management information as part of the Operations
Manual and make final updates or revisions to the Operations Manual.
d. Train BSNL Personnel or it contractor/sub-contractor in the use of the Operations
Manual and provision of the CDR Data Center Services.
e. Co-operate with and assist BSNL Personnel or its contractor/sub-contractor; and
monitor the CDR Data Center service continuity and disaster recovery services
and assist in proper information transfer at appropriate time before the end of
the contract.
f. Provide any relevant information regarding the CDR Data Center Services that is
necessary to effect the transition and necessary for BSNL or the incoming third
party contractor to assume responsibility for continued performance of the
Services;
g. Facilitate the transfer of relevant application knowledge and experience pertinent
to the performance of the CDR Data Center Services;
h. Provide access to any existing employees or contractors employed or engaged by
the SI to ensure knowledge transfer of the CDR Data Center operations.
i. Transfer responsibility for any offsite data and document storage to BSNL in a
reasonable fashion and return all BSNL data files and other BSNL Confidential
Information.
j. Provide access to all backup media that contains BSNL data or information
specific to BSNL which might be required for any operational purpose.

139
 k. Return to BSNL any remaining property of BSNL in its possession or under its
control including any remaining reports, BSNL Confidential Information, and any
other relevant BSNL information or assets.

2. Disengagement Assistance Plan

2.1 Within six (6) months from the Effective Date, SI will prepare and then maintain a
Disengagement Assistance Plan reflecting the CDR Data Center Services then in
scope.

2.2 SI will review the Disengagement Assistance Plan in consultation with BSNL once
every twelve (12) months and SI will update the Disengagement Assistance Plan on
bi annual basis so as to ensure the documentation is always up to date. Changes
and amendments are to reflect the then-current CDR Data Center Services so that
the Disengagement Assistance Plan is kept current.

2.3 Upon the occurrence of a Disengagement Event, SI will update the Disengagement
Assistance Plan in accordance with the principles below and having regard to the
actual circumstances of the termination and the requested period for provision of
Disengagement Services. The plan will then be the Actual Disengagement
Assistance Plan.

2.4 SI will continue delivering the Disengagement Services until the end of the agreed
period for provision of Disengagement Services as set out in the Actual
Disengagement Assistance Plan.

3. Disengagement Scope

3.1 Disengagement Services shall include:

a. operational transfer;

b. relevant knowledge transfer to BSNL or to its contractor /sub-contractor

3.2 Commencing on and from a date prior to the agreed Handover Date, BSNL
Operational team will work alongside the SI to become familiar with the daily
activities in managing the CDR Data Center Services.

3.3 BSNL Operational team will then take over formal responsibilities for the
management of the CDR Data Center on and from the agreed Handover Date, unless
BSNL requests to extend the period during which Disengagement Services are
required.

3.4 During the Disengagement Period which shall be minimum 6 months from the date
of actual termination of the agreement, Bidder shall do all things reasonably
necessary and as reasonably requested by BSNL to facilitate the CDR Data Center
Services continued operation without significant interruption or significant adverse
effect following termination or expiry and to facilitate the transfer of responsibility
for, and conduct of the CDR Data Center Services to BSNL or its contractor / sub-
contractor .

140
4. Transition-out Notice

4.1 BSNL may assume responsibility, or engage a third party to assume responsibility,
for some or all of the Services at any time by giving the SI a prior Written notice
(Transition-out Notice).

4.2 BSNL must give the SI the Transition-out Period, commencing from the date of the
Transition-out Notice, to complete the Transition-out.

4.3 Immediately on receipt of the Transition-out Notice, the SI must implement the
Transition-out Plan.

4.4 BSNL may suspend or cancel the execution of a Transition-out Plan at any time
during the Transition-out Period by providing written notice to the SI. Such
suspension or cancellation will be at no cost or expense to BSNL.

5. Transition-out Period

5.1 The SI must provide services throughout the Transition-out Period:

a. in accordance with the Transition-out Plan;

b. to ensure continuity of the Services that are being transferred to BSNL is

maintained for the duration of the Transition-out Period and such Services

c. continue to meet the Service Levels for the relevant Services and any other
standards specified in this Agreement;

d. to ensure the orderly hand over of the transferred Services to BSNL or to a third
party service provider nominated by BSNL;

e. to ensure an accurate audit of inventory of assets and to verify transfer of

assets; and

f. to ensure Knowledge Transfer occurs,

5.2 SI must ensure continuity of all Services for which the SI remains responsible (being
the relevant Services which are not being transferred to BSNL during a particular
Transition-out Period) in accordance with the Service Levels and the terms of the
Agreement. BSNL and Bidder will mutually agree to acceptable commercial terms
that BSNL will pay the Bidder for:

a. the Services provided by the Bidder up to the date of the transfer of such
Services to BSNL (or a third party); and

b. any remaining Services that are not being transferred to BSNL (or a third party)
during the Transition-out Period, in accordance with the applicable Purchase
Order

5.3 The SI must provide the Transition-out Services and fulfill the SI’s obligations at no
additional cost or expense to BSNL.

141
6. Notice of Step-in

6.1 Notice of Step-In will be issued by BSNL if the SI :

a. does not perform the Services;

b. defaults in the performance of the Services; or

c. does not otherwise comply with a Service Level and does not cure that default
or non-performance within an agreed time frame after the date on which BSNL
provides the Bidder with Written notice identifying the default or
nonperformance and requesting that it be cured

7. Step In Mechanism

7.1 BSNL may take control of the Services as follows:

a. provide the Services to itself; or

b. engage a third party to provide the Services, and, in doing so, may take any action
as is reasonably necessary to restore and provide the Services to itself or enable a
third party to provide the Services to BSNL.

8. Step-in Plan and co-operation

8.1 The SI must implement and comply with any Step-in Plan delivered by BSNL to the
Bidder including complying with any timelines, schedules, milestones and
deliverables specified in the Step-in Plan.

a. On and to the extent of BSNL’s request, the Bidder must at no cost or expense to
BSNL:

b. restore or perform the Services in respect of which BSNL has taken control
(Notice of Step-in) as soon as possible; and

c. fully co-operate with BSNL and any third party

8.2 During BSNL’s control over the Services, the SI must ensure that all of the SI’s
subcontractors act in accordance with any direction of BSNL, including providing
services to BSNL and any third party as if BSNL, or that third party, was the Bidder.

8.3 BSNL may suspend or cancel the execution of a Step-in Plan at any time by
providing written notice to the Bidder. Such suspension or cancellation will be at no
cost or expense to BSNL.

142
 SECTION – 3 - PART B-5
Eligibility Criteria for various Software(s)

1. Product Eligibility Criteria: Various applications proposed shall meet the following
eligibility criterion:

No . o f
Li ve # Doc u me nt s
El i gi b i li ty P ar a me t er
Pr od uc t Si te s Cr i te r i a to b e
(p e r s it e )
(M in i m su b mi tt ed
um )

Cl i en t
C er ti fi cat e i n
Mi n i mu m 20 Bi l li on
th e
Vol u m e o f CDR s/ m on t h
Me di a t io n Th r e e pr e s c ri bed
CDR / EDR
f or mat
atta ch ed a s
Se cti on 7 (M)

Cl i en t
C er ti fi cat e i n
>=1 0 mi ll i on wi r e
B il l i ng th e
Su bs c ri be r li n e/wi r el e s s su bs c ri be r s
Th r e e pr e s c ri bed
bas e
f or mat
atta ch ed a s
Se cti on 7 (M)

>= 1 0 mi l l i on s Cl i en t
wi r el i n e/wi r el e s s C er ti fi cat e i n
su b s cri b e r s i n T el e c om th e
Se r vi c e p ro vi d er pr e s c ri bed
Su bs c ri be r
CRM Th r e e en vi r on m en t on a si n gl e f or mat
bas e
i n stan c e . atta ch ed a s
Se cti on 7 (M)
(Wi r el e s s an d Wi rel i n e
Se p er at el y o r c ombi n ed)

Cl i en t
C er ti fi cat e i n
W o rki n g a s an
th e
Su bs c ri be r i n teg rati on t o ol f o r
EA I Th r e e pr e s c ri bed
Ba s e T el c o’ s/ En t e r p ri se w i th
f or mat
>=1 0 mi ll i on su b s c r i ber s
atta ch ed a s
Se cti on 7 (M)

Cl i en t
Se rv i ce C er ti fi cat e i n
Acti va ti on / >= 5 ,00 ,0 00 a cti vat i on /
Pr ov i s io n in Th r e e th e
Pr o vi si on i n g pr o vi si on s p er d ay pr e s c ri bed
g
f or mat
atta ch ed a s

143
 Se cti on 7 (M)

Cl i en t
C er ti fi cat e i n
I nv en to r y In v en t o r y t ran sa cti o n s o f th e
Su bs c ri be r s
Ma n a ge m e Th r e e mi n i mu m >= 5 000 0 p e r pr e s c ri bed
bas e
nt h ou r f or mat
atta ch ed a s
Se cti on 7 (M)

Cl i en t
C er ti fi cat e i n
IO B AS Mi n i mu m 2 .5 Bi l li on
th e
(I nt e r Vol u m e o f CDR s/ m on t h
Th r e e pr e s c ri bed
op e r ato r CDR / EDR
f or mat
bi l l i ng )
atta ch ed a s
Se cti on 7 (M)

Cl i en t
C er ti fi cat e i n
Fr a u d >= 1 0 mi l li on wi r e th e
Su bs c ri be r
Ma n a ge m e Th r e e li n e/wi r el e s s o r b ot h pr e s c ri bed
bas e
nt S y st em su b s cri b e r s f or m at
atta ch ed a s
Se cti on 7 (M)

Cl i en t
C er ti fi cat e i n
>= 1 0 mi l li on wi r e th e
Re ve n ue Su bs c ri be r
Th r e e li n e/wi r el e s s o r b ot h pr e s c ri bed
A s su r a nc e bas e
su b s cri b e r s f or mat
atta ch ed a s
Se cti on 7 (M)

Cl i en t
C er ti fi cat e i n
>= 1 0 mi l li on wi r e th e
Su bs c ri be r
BI Th r e e li n e/wi r el e s s o r b o t h pr e s c ri bed
bas e
su b s cri b e r s f or mat
atta ch ed a s
Se cti on 7 (M)

# Live sites means, application should be on production for atleast three years in last five
years.

2. Benchmark Metrics

With respect to the Benchmarking results, Bidder shall have to furnish the
Benchmarking Certificates duly authenticated by the Hardware Vendor whose
hardware is being supplied.
144
3. The SSP shall have performed and published benchmarking results for all software
solutions on atleast one of the following platforms:

i. HP’s HP-UX
ii. IBM’s AIX
iii. Linux
iv. Oracle Solaris

4. The SI can quote the applications on a different platform than on which it is

benchmarked provided that the application is ported on the quoted platform at the
time of bid submission.Necessary certificates in this regard has to be submitted by
the bidder along with the bid. The sizing arrived by the SSP shall be explained with
respect to the benchmark submitted.The hardware quoted will however be as per
ISV sizing certificate only.

5. The benchmark results shall be made available as a part of the response to this
Tender.

6. The application wise Benchmarking requirement is indicated below:

SN Application Benchmarking

Billing Rating: 260 Million CDRs in 8 hours

i. Billing: 4 Million Subscribers in an 8 hour bill run

Bill Formatter 10 Million Subscribers in an 8 hour bill run

ii.
Mediation 1600 million CDRs in an 8 hour window.
iii.
CRM CSRs: 20000 Concurrent CSRs
iv.

EAI 15000 Business Transactions per minute

v.
EMS 50000 end points
vi.
Provisioning 50000 Service requests/ 8 hours
vii.
IOBAS 200 million interconnect CDRs in 8 hrs
viii.
Workforce Should support >= Minimum of 5000 technicians
ix. Management per day.

Benchmarking results shall contain information like platform, OS, DB, subscriber type, etc,
in addition to the parameters necessary to judge the volumetric mentioned under these
clauses

Note: 1. By transaction it is meant as transaction done at individual software interface. A

process can have many transactions.

2. For EAI , in place of benchmarking that for EAI , it is allowed to submit live site
certificate for telecom operator having 15000 Business Transactions per minute
volume of Business transaction. Also that the details given shall be authenticated
145
as per the benchmarking requirement and contain sufficient information as given
in the benchmarking reports.

146
 SECTION – 3 - PART B-6
General Software Specifications

1. General

1.1 Software applications shall be near linear scalable with multi-layered and multi-tiers,
distributed, component-based architecture for reusability and scalability with full
support to clustered, failover and load balancing architecture. Scalability to the
required throughputs shall be done through configuration only.

1.2 Provision shall exist for on-line and batch method of feeding all types of data in each
application. Generally batch mode of feeding data shall be file based unless
otherwise specified.

1.3 The Bidder shall furnish the documentary proof of having tie-up with original
software vendors with agreement for extending unequivocal support and
customization as per the tender requirement.

1.4 The Bidder shall ensure the software support available for critical faults 24 hours a
day, 7 day a week & 365 days a year for all software.

1.5 Bidder shall ensure that patches, updates and upgrades are regularly loaded on to
the system as and when available. Patches, updates and upgrades shall have to be
provided as part of the scope of the Bidder. For all practical purposes, a “Patch” will
be defined as minor modifications to the Licensed Product made by the Product
Vendor during the performance of error correction services and an “Update” shall
mean a release of the Licensed Product which contains mainly error corrections and
may contain some minor functionality enhancements. “Upgrade” of the software
product shall mean a new release of the Licensed Product that involves the addition
and / or enhanced functionality and might involve migration from the lower version
to the higher version. Any replacement of hardware, if required for support of
patches, updates and upgrades shall be carried out free of cost.

1.6 All operational and Maintenance activities shall be done through GUI/tested back end
upload tools.

1.7 All the software system shall have easy integration capability by supporting industry
standard open transport technologies and middleware product.

1.8 The software systems shall offer the capability to import and export information
to/from external files or system.

1.9 Software System shall support clear demarcation for the core layer and the
customization layer. All future versions shall have backward compatibility to ensure
safe upgrades.

1.10 All the software customization required to meet the business needs of BSNL, for the
system supplied shall be done by the vendor till the contract period.

1.11 It shall be possible to configure various parameters as per business needs on a

template to be provided and supported by all software solutions for majority of the
requirements.

147
1.12 The Software Systems shall be able to scale both vertically and horizontally in order
to utilize in-box capability of Servers (hardware) and if required by deploying
additional Servers.

1.13 Bidder shall provide operational and monitoring tools for each and every software &
hardware system.

1.14 Mechanism to ensure overall application data integrity shall be seamlessly

implemented across all the system.

1.15 It shall be possible to simultaneously add, update, delete, etc the relevant
information in multiple applications maintaining separate databases and tables.

1.16 2-6 months live database shall be required for various applications with the provision
of near on-line and archiving the database for the period beyond that.

1.17 If any functionality specified in the software specifications requires any specific
hardware not covered under Schedule of Requirement, same shall have to be
included by the bidder under the head “Any other item” in the Schedule of
requirement along with the details of such requirement.

1.18 For all the applications bidder shall have arrangement with the original software
solution provider (OSSP) for maintenance and upgrade to meet the obligations under
this tender. All such applications shall be valid for the contract period as defined in
the tender & documentary proof for the same shall be furnished to BSNL. Software
version of the equipment being supplied shall be latest & must be indicated.

1.19 All the modules and sub modules of all the software shall be described in brief.

1.20 Bidder shall have to implement the latest Software Updates, normal Upgrades and
/or Patches from time to time at no extra cost to the Purchaser along with associated
hardware and memory upgrade necessary for maintaining the software, at each site
for the entire period of the contract. It shall be the responsibility of Bidder to get
necessary acceptance testing of the system done by BSNL for affected functionality
of all systems after every implementation of Software Updates, Upgrades and
Patches.

1.21 Bidder shall clearly specify (Application wise) the list of bundled software such as
RDBMS etc., for which otherwise separate licenses would have been required. It shall
be the responsibility of the bidder to indemnify BSNL against litigation arising out
with the original software solution provider. In support of this requirement a
certificate taken from OSSP who offers their application bundled with other
application (RDBMS etc) shall have to be submitted for each such application along
with the bid.

1.22 All software licenses shall be in the name of BSNL.Certified and licensed copies in the
name of BSNL of the application software, RDBMS and any other software required
as applicable with back up copy shall be supplied.

1.23 All software licenses shall be on perpetual basis.

1.24 Bidder has to calculate the total licensing requirement of different software including
RDBMS, OS etc as per the present volumetric given in the tender document and the
same shall be specified along with basis for the licensing.

148
1.25 License is chargeable by vendors in different ways, some based on number of
servers on which the application is hosted, some on number of CPUs on the server
on which the application has been hosted, some on number of users, some on
combination of number of adapter so on.

NOTE: When transitioning the system to BSNL at the end of the contract period,
details of such charging methodology shall have to be furnished by the bidder in the
software costs. The details shall include the unit price of various component based
on which the comprehensive license cost has been calculated, and it shall form the
part of price bid. The licensing basis, which the bidder has indicated in the price
schedule, will only be considered for payment purpose on pro-rata basis.

1.26 Bidder is permitted to use the freeware which are supported in case the same are
pre-integrated in the application software. Bidder shall submit certificate in this
regard from OEM about continued support and to certify that the freeware will meet
all the requirements as laid out in the tender document. Bidder will also take care of
bugs, security loopholes, patches, etc.

1.27 Bidder shall be responsible for ensuring that all the liscences are provided in
accordance with the Liscence policy of respective SSPs. Bidder shall facilitate
Liscence audit conducted by SSPs and ensure its compliances. BSNL shall not be
responsible for Liscence policy violation in alied financial and legal implication and
liabilities.

1.28 Both Opensource and Proprietory softwares can be quoted subject to availability of
support from OEM / vendor as per the terms and conditions requirement of the
tender.

149
 SECTION – 3 - PART B-7
Customer Relationship Management (CRM)

1. Introduction :

1.1 This document highlights the major features of a Customer Relationship

Management solution required to be integrated with the convergent billing solution
for BSNL. The requirements specified in this document describe practices and
procedures that are being planned to be implemented in BSNL.
1.2 The CRM system shall enable BSNL to operate in a dynamic and competitive
environment and respond rapidly to change. The system shall enable complete
business flows that are applicable to the telecommunications industry. It shall be
possible to configure various applications in such a way that the complete process
flows can be enabled, enforced (if necessary), monitored and measured. In general,
the following broad flows must be addressed by the system:
a) Order capture to Activation and Fulfillment request to Billing
b) Customer Call to Problem Resolution
c) Customer bill enquiry, dispute creation till resolution
d) Order capture to customer life-cycle support for all prepaid services
e) Must be able to correlate the data from Social Media and other sites, which BSNL
wants to listen to. e.g. Complaint bureau, etc.
f) Must be able to interact with eCommerce sites / Apps to sell out BSNL products
with or without bundling.
g) Must have capability to trace bundling products provisioning process.
h) Must have provision to maintain BSNL Sales Force.
i) Must have capability of advance WFMS features like skill based, calendar based ,
geographical based, shift based, etc.
j) Must be capable of Natural Language Processing.
k) Must have proactive business intelligence capabilities to acquire, retain
customers and churn revenues form customers.
l) Must have assisted service capability i.e. online customer.

2. Architecture :

2.1 CRM solution shall provide a single unifying platform and repository for all proposed
components.
2.2 CRM system needs to be accessed through call Center, Retail outlets (BSNL
branches). Support on other sales channels like self-service, dealer.
2.3 It shall provide distributed database capability, allowing multiple sites to synchronize
subsets of user’s application business data. It shall be possible to define rules to
selectively transfer business data/form between multiple application servers.
2.4 It must support advance/industry standard API capabilities which includes but not
limited to Restful APIs, WSDL, SOAP.
2.5 It shall support LDAP or Active directory authentication capability, shall support SSO
2.6 It shall provide distributed ticketing capability with ensured data integrity.
2.7 It shall support Web Service capability to extend the reach to other applications
2.8 It shall provide the ability to have multiple applications accessing the same database
server for high availability and load balancing.
2.9 It shall provide the ability to be deployed on clustered environments
150
2.10 CRM solution shall be operable in SOA architecture/environment
2.11 The client access of CRM system should be browser independent and accessible
through suitable mobile application..
2.12 CRM system should be capable of supporting multiple databases and operating
systems. This will enable optimal resource optimization.
2.13 It should at least support Windows, Unix and its derivatives (Linux etc), AIXand
Solaris as OS
2.14 It should at least support MS-SQL, Oracle , IBM DB2 as databases .
2.15 It should be possible to add the application server in production at run time without
any downtime
2.16 It should be possible to do the recording of the sequence of operations within the
CRM application itself. So, that it should be easy to see the current performance or
any break in the functionality.
2.17 CRM System should be able to provide the usage pattern tracking of various
functionalities being accessed by the users.
2.18 Bidder shall share solution details explaining the software redundancy in the
architecture for continued service availability.
2.19 Search results should be displayed in a separate pane, showing the entities having
the searchable item
2.20 Must support advanced data transfer features like MFT (Managed File Transfer).
2.21 There should be Cloud Integration capabilities.
2.22 If required, one should be able to redesign the UI completely and the UI need to be
in a responsive mode.
2.23 Application should allow Inline Attachment Editing, and one can send an email to any
customer for any contact record.
2.24 One should be able to drag and drop emails or email attachments into CRM records
for quick processing.
2.25 Partner Management (PRM) should be able to carve out the sub-catalogs from the
CRM catalog using the access groups. CRM and Partner Relationship Management
should be on the same architecture and database.
2.26 The Proposed solution shall deliver and implement seamless experience between
responsive site and mobile apps to support omnichannels.
2.27 The Proposed solution shall provide capability to handle notification. Notification can
be triggered from any process within any module, the channel, content, parameters
and trigger points should be easily configurable.

3. Integration Capabilities :

3.1 The system shall provide Integration tools, including adaptors and object interfaces.
3.2 The Solution shall support integration:
a) With MS applications such as Word, Outlook, Exchange, Scheduler, etc. and also
with similar open source applications.
b) With mail clients like SMTP, POP3
c) With data mining tools.
d) With BSNL and National Number Portability databases to identify a ported mobile
number in case of scenarios like Friends and Family, Fixed Mobile Convergence,
BSNL IP Centrex, etc.
e) With IVR and CTI technologies for supporting incoming call, chat, customers click
151
 to call, mail, interactive SMS, social media and other industry standard
technologies used for customer interaction.
f) The proposed solution should offer digital selfcare solutions for a seamless digital
experience. Digital Care includes but not limited to: Customer Self Care App for
IOS, Android & Web to view usage, notifications, buy plans & devices, paybills,
view billing history, raise complaints, view order history, view account details,
integrate with payment portal for online payments, etc.
i. Selfcare portal should cater to all LOBs of BSNL. Customer should have a
single Login to handle all services
ii. It should be possible to embed chatbots in BSNL websites. A Chatbot solution
need to be a platform for building chatbots and integrating them with the
most popular messaging channels like FB Messenger, WeChat, Skype, Line.
The platform also includes powerful AI engine, a sophisticated tool for
building out your bot’s dialog, and a bots builder that brings everything
together in a single user interface. The platform should also have Natural
Lanagugae Processing Capability in english language. The Chatbot solution
should be able to integrate with a Live Chat, if the user is dissatisfied with the
chatbot responses and want to connect with the Live Chat.
g) Proposed solution should have provision to capture Personal and eKYC details -
Personal details for the Customer created for would carry all important
information like : Name, Address, NID etc.
h) Option must be there for Aadhar Authentication say by using finger prints, option
should also be possible to verify customer details using the Mobile # registered
at the time of Aadhar registration.
i) It should be possible to perform integration for verification of Identity Document
- Aadhar Card (e-KYC) to provide for a digital journey. For example BSNL
customers can upload Aadhar document and system would internally not only
verify the details but also prepopulate the details fo the customer based on the
document uploaded.
j) With Resource Management systems.
k) With Workforce Management tools.
l) Inventory management System
m) With industry standard GIS applications
n) With industry standard Provisioning systems.
o) With Order Management systems.
p) With all customer related sub-systemsinstalled in the data centre.
q) Knowledge management system
r) Payment gateway
s) With Industry standard Product Catelog which will best suits for today trends of
Telecom Industry..
t) With eCommerce sites /Apps to enable selling of BSNL products with or without
bundling.
u) With BI, Enterprise Portal, IoT etc. as per requirement.

3.3 The Solution capable to integrate with a CTI solution, and implements the industry
best practices.
3.4 The Solution shall support Web Services Messaging.
3.5 The Solution shall support interaction with external Web Services
152
3.6 The Solution shall support secure(SSL/TLS) Web Services
3.7 The Solution shall support authenticated (Basic Authentication, Certificate
Authentication, etc.)
3.8 Sysetm must have Omni Channel capabilities , i.e system can able to interact with
different channels say mobile app of BSNL Sales force,Work Force, Self Care portal,
provisioning system, etc. to allow real time updations parellelly.
3.9 Omni Channel : Solution should support multichannel through integration
capabilities of an online store, mobile, store locator and order management.

4. WebService :

4.1 The Solution shall support Hosted Web Services as well as interaction with external
Web Services
4.2 The Solution shall support publishing additional Web Services configuration, to
expose further functionality beyond the standard installation
4.3 The Solution shall support the capability to reprocesses / resend
messages/transactions based on business needs

5. CRM & Billing Integration :

5.1 The Solution shall support Out of box integration between the CRM component and
the Billing component
5.2 The Solution shall allow access of billing information within the CRM GUI.
5.3 The Solution shall allow integration to the Billing system, where all agent facing
billing functionalities like enquiries, adjustments, disputes and all billing related
information of all services provided to the customer are supported within CRM
application. There shall be no need to launch the Billing application from the CRM
system.
5.4 The Solution shall at least support the following agent facing functionalities in CRM
application:
a) Support for prepaid and post-paid subscriptions and services
b) Display of customer current billing information and status
c) Definition of billing hierarchy and relevant billing information
d) Definition of billable services, billable charges and their relationship with billing
entities
e) Change payment method for post-paid invoice
f) Add new customer (customer account, pay channels, billing arrangements,
handset, phone number, pricing package, etc)
g) Add new subscription to existing customer (accounts, pay channels, billing
arrangements, handset, phone number, pricing package, etc)
h) Update subscription information (change of ownership, user, location, billing
structure, acquisition, etc.)
i) Activate subscriber
j) Cancel subscriber
k) Suspend subscriber
l) Restore subscriber from suspension
m) Change billing arrangement information
n) Change Account Information

153
 o) Change Payment Method
p) Change in Subscriber’s Offers (pricing package)
q) Change Name and Address
r) Change Subscriber General Information
s) Move Subscriber in the Hierarchy
t) Change Customer Type
u) Audit capabilities to track critical changes for Accounts, Assets, Orders, Service
Requests, etc. of Service.
5.5 The Solution shall support at least the following activities regarding Billing inquiries
and adjustments through the CRM GUI:
a) Manage bill adjustments
b) View bill images – from a Billing archive system
c) View billed charges or Prepaid usage
d) View pending (unbilled) summary of charges
e) Request bill reprint/resend
f) Request statements
g) Bill Disputes
5.6 The Solution shall support at least the following activities regarding payments and
recharges through the CRM GUI:
a) Post a payment and Top up
b) Display of Payment or top-up History
5.7 In case the various functionalities indicated above are not met by the CRM/ OM
module, the same shall have to be made available through Billing/ OM module.
5.8 CRM system shall supports view, modification of Customer hierarchy for corporate
customers. Allocation of users at different hierarchy levels to manage the accounts
and perform activities like selection of summary or detail invoices, etc.
5.9 CRM system shall support viewing of summary and/or detail invoices, for residential
as well as corporate user and viewing should be restricted to some specified set of
users (geographical or/and role based).
5.10 CRM shall support viewing of invoices online available within in system, for
residential as well as corporate user.
5.11 CRM system shall support viewing and analysis of unbilled event (voice, sms, data,
content, etc) detail, for residential as well as corporate user.
5.12 The Bidder shall describe how CRM supports line item usage adjustments (e.g.
selecting an event and adjusting off that specific event)
5.13 CRM supports selection of bill delivery method
5.14 CRM supports non line item usage adjustments
5.15 CRM supports non line item monetary adjustments
5.16 CRM supports usage credits
5.17 CRM supports monetary credits
5.18 CRM supports proration of early termination fees.
5.19 CRM supports waiving of early termination fees.
5.20 CRM system’s ability to perform adjustments in currency for billed calls

154
5.21 The Bidder shall describe the system’s ability to perform adjustments in currency for
unbilled calls
5.22 The Bidder shall describe how CRM supports reason codes for adjustments/credits
5.23 CRM shall have a full fledged web commerce module that is compliant with PCI
standards for payments so that customer payment processes over web are fully
secure.
5.24 The Bidder shall describe how CRM can support multiple payment / top-up options
5.25 The Bidder shall describe how CRM would allow the company to notify a customer
when a credit/debit card being used as a recurring payment method is set to expire
5.26 The Bidder shall describe how CRM can notify a user that an account is in need of
payment prior to creating additional orders or adding additional services
5.27 The Bidder shall describe how CRM supports a financial history on the account
including payments, returned payments, adjustments, credits, reasons/amounts for
those transactions, etc
5.28 The Bidder shall describe how CRM would support removing or waiving a returned
payment fee
5.29 The Bidder shall describe how CRM supports deposits
5.30 The Bidder shall describe how CRM supports deposit refunds, transfer of deposit to
other accounts of same customer.
5.31 The Bidder shall describe how CRM shows a user when a deposit will be refunded
5.32 The Bidder shall describe how CRM supports One Time Charges (e.g. activation fees,
early termination fees, etc)
5.33 The Bidder shall describe how CRM supports waiving or "adjusting off" One Time
Charges (e.g. activation fees, early termination fees, etc)
5.34 The Bidder shall describe the collections functionality of CRM
5.35 The Bidder shall describe in detail (from a UI, web service/API, self-service
perspective) how CRM supports complex customer hierarchies and what type of
functionality is available.
5.36 The Bidder shall describe how CRM supports recharge for prepaid accounts
5.37 The Bidder shall describe how CRM supports billing disputes and at what level they
are supported (e.g. bill level, line item level, etc)
5.38 Information requests – Important financial details on customer screen. Financial
details (outstanding invoices after due date, overpayments), request statement ,
Paper/Paperless bill, etc
5.39 The Bidder shall describe its capabilities to manage/maintain customer data such as
profile data, services and billing information, payment history, account aging data,
orders and order data.
5.40 The Bidder shall describe its solution’s ability to support flexible account structures
such as national enterprise accounts which must be managed and serviced by
multiple levels of corporate hierarchy and billed by potentially different financial
hierarchies, or simple accounts consisting of few customers or services billed to the
same individual.
5.41 The Bidder shall describe the Solution’s capabilities with respect to hierarchical
grouping for enterprise and residential customers. Indicate how the solution
manages add, change and delete actions over multiple related accounts, such as the
change of a service which must be applied to all subscribers within an account; or
the change of a service which applies only to a limited number of subscribers within
an account.
5.42 collection details: collection status, debt amount, debt age
155
5.43 Ability to display amount that can be carried to next bill and ability to display
accumulate amount that customer can use on this cycle
5.44 The Bidder shall describe ability to provide a reprint of the invoice
5.45 The Bidder shall indicate how the Solution supports enable the matching of accounts
into a single customer view.
5.46 The Bidder shall indicate how the Solution manages and maintains payment profiles.
How does the Solution ensure the right payment is being applied to the correct
customer?

6. Work Flow and Process Management

6.1 The Solution shall be completely integrated with a robust workflow engine, which can
provide support for controlling complex business processes across multiple
applications for retail and enterprise customers This shall be an inbuilt feature of the
system.
6.2 The Solution shall provide the following features:
a. A single mechanism for defining, executing, and monitoring business
processes.
b. Exception handling, order fallouts, and error conditions.
c. Parallel, serial, and conditional tasks. It shall be possible to define sub-
processes.
d. Automatic creation of internal workflow tasks to manage exceptions and
manual tasks, where required.
e. Automatic interaction with external systems.
f. Automatic management of returned data from external systems.
g. The provision of a mechanism to predict (forecast) function/process start and
end time/date.
h. All workflow tasks managed by a single owner.
i. Automatic dispatch of workflow tasks to user groups, based on task
attributes.
j. Escalation of workflow tasks.
k. Activities triggered by time or event.
l. Workload monitoring and reporting on delayed tasks.
m. Scheduling of work assignments by time (hour), day, etc.
n. Auto-notification when commitments and assignments are due.
o. The Solution shall provide the ability to:
i. define basic to complex workflow from processes.
ii. create and set workgroups for assignment of cases by skill sets.
iii. assign individuals to workgroups.
iv. report on workgroup activities.
v. link tasks to create a process for achieving a desired result, such as
provisioning.
vi. set business rules that can be applied to all tasks within all workflows.
vii. track work assignments within a workflow and report on status.
6.3 The system shall have a common workflow model and common UI (User Interface)
for the various applications (for example, service, sales).
156
6.4 It shall be possible to view any Workflow object’s associated activities.
6.5 The system shall provide a flexible, GUI-based module to define business rules,
notifications, and escalations.
6.6 The system shall enable business rules to be easily changed.
6.7 In order to ensure that corrective action is taken at the earliest opportunity, when
interruptions occur to provisioning, jeopardy and auto-escalation activities, the
system shall support the activation of alerts.
6.8 The system shall provide management reporting on delayed tasks according to
definable parameters, such as order status, customer type, etc.
6.9 The system shall enable the display of task queues and task/process timings to aid
tracking and reporting to customer, e.g., for posting out dialer boxes, engineer
appointments, etc.
6.10 The system shall be able to route objects created via Web or email to the
appropriate workgroup, based on skills and availability of agents.
6.11 It shall be possible for a user/administrator to customize its workflow to:
6.12 Provide the ability for via point-and-click capabilities
6.13 Provide the ability for a users/administrators to customize their GUI using a point-
and-click interface to add and change forms, objects, and fields in forms with an
option of saving such views. Must support proper WIDGET Library for customisation
of UIs at response end UI.
6.14 Provide the ability to deploy the application to web without additional programming/
scripting
6.15 Workflow must be able to perform notification via email, messaging clients, SMS and
have provision to interface with other communication modes. The solution shall
provision the administrator to create new or modify existing workflow by using
actions like set fields, push fields, SQL query etc.
6.16 Provide the ability to develop workflow for Window and Web screen manipulations.
Same workflow could be executed for both Window and Web client.
6.17 Provide the ability to develop time driven workflow to perform data manipulations.
6.18 Document Management Systems(DMS) which supports attachment fields which allow
softcopy supporting and regulatory documents be attached and associated with
specific records. Softcopy of documents viz. signature scan, application form scan,
MOUs, Agreements, SLA, etc. Also workflow for routing of documents for approvals
at various levels in the organization shall be possible. Currently CAF(Customer
Application Form) scanning and thereupon flow in the system during customer
acquisition process is the typical flow in all telecom operators and similar
functionality needs to be delivered here.
6.19 Provide security right up to form, fields, workflow level
6.20 Provide option for approval engine so that any customized applications developed
could incorporate the hierarchy, role based, level based, location based, ad-hoc
approval structure. Include notification and escalation capability if approval is not
performed.
6.21 It shall provide predefined reports for the proposed components. Include flexibilities
that to create and enhance the existing proposed components or any new business
applications developed.
6.22 Search Capability-The entire database shall be able to be searched and return
records containing the search criteria. The search capability could be performed on
the proposed components and any new applications developed.
6.23 Ensure a common set of business rules are applied, both individualized and
personalized, to all touch points / channels to ensure consistency of customer
157
 interaction.
6.24 Ability to identify and recognize customers when an inbound interaction is initiated
(e.g. IVR entry, stored Email address, Mobile app, Selfcare portal, SMS and social
media etc)
6.25 Ability to deliver personalized messages consistently across all interaction points
(e.g. call center scripting, insertion into statements/ advertisements, internet, SMS
gateway, social media and retail shops)
6.26 Ensure that all channels have access to the same customer data and that data
updates are available to other channels instantaneously
6.27 Register customer inbound contact information (when, what, which channel, etc.)at
all channels in a centralized data store. Update Customer history accordingly
6.28 Register customer outbound contact information (when, what, which channel, etc.)at
all channels in a centralized data store. Update Customer history accordingly
6.29 Possibility for the customer to initiate a contact/transaction in a channel and to
continue/complete the transaction in another channel (multi-channel management
case management)
6.30 Possibility for the customer to give feedbacks and recommendations
6.31 Capture and maintain customer preferences for receipt of marketing campaigns from
the organization and their business partners (e.g. which campaign can be sent, by
which org, when & over which medium)
6.32 Ability to store explicit consent from customer for use of data, date of given consent.
Be able to segment consent according preferred contact channel (SMS, e-mail, BI,
call etc.)
6.33 Allow the customers to specify their preferred mediums for outbound communication
and provide ability to be changed by customer himself. Additionally ensure that
outbound interactions are consistent with this
6.34 Access/save and maintain documents (SMS, mail, email, etc) and attachments that
have been sent to or received by the customer
6.35 Automated way to send documents (including offers, contracts, etc.) through a
selected channel (eMail, Mail, SMS links and social media) by simple selecting the
desired channel.
6.36 Support attachment fields which allow softcopy supporting and regulatory
documents be attached and associated with specific records
6.37 "Routing & Handling of Inbound Email: Automatic mapping of incoming emails to
known customer / prospect."
6.38 Context recognition of incoming email/SMS/Social media request (type of request,
communication thread, etc.)"
6.39 Assign priority and perform skill based routing according to various criteria (context,
customer value, customer segment, churn risk, role, business customer,
administrator, etc.).
6.40 Spam filtering and case closure on spam
6.41 priority differentiation (when waiting in a queue for CSR) according to various
criteria (customer value, customer segment, churn risk, etc.) "
6.42 Ability to dispatch manually emails to specified agent queues "
6.43 Automated word scanning mechanism, "case create" based on certain fixed text in
the email and following skill-based routing of emails to specified queues
6.44 "Outbound Email : Automatic assignment of reference numbers and signatures"
6.45 System supported email response functionality (predefined text modules)
158
6.46 Integration with CTI systems: Priority differentiation (when waiting in a queue for
CSR) according to various criteria (customer value, customer segment, churn risk,
etc.)

7. Integration with CTI systems

7.1 Skill based routing according to various criteria (customer value, customer segment,
churn risk, role - e.g. business customer administrator-, etc.). Calls shall be
forwarded to a designated team (that is best skilled for interacting with the
customer).
7.2 Provide flexibility in defining and modifying routing and queue prioritization rules and
in including new routing parameters
7.3 Maintain secondary (fixed line) number to avoid manual input of mobile number for
(business customer) administrators when calling from fixed line.
7.4 Controlling the phone (taking a call, changing status, hang up) via CTI application

8. Call Outbound/ CTI :

8.1 Support Dialing via the screen

8.2 Integrate with Marketing Applications over standard protocols / API
8.3 Automatic statistics and reports for success rate /how many customers have
activated the presented offer/ per agent, per day, per campaign

9. IVR Integration :

9.1 Display summary of previous IVR interactions to CSR when call gets transmitted
9.2 Provide all necessary data to IVR in order to execute IVR processes (Identification of
customer segment, billing information, service activationetc.)

10. Fax Inbound / Outbound:

10.1 Assign priority and perform skill based routing according to various criteria (context,
customer value, customer segment, churn risk, role - e.g. business customer or
business administrator, etc.).
10.2 Centralized DMS to manage scanned documents/letters (letters, contracts, ID-
Cards). It may be noted that presently document scanning is primarily used for CAF
(Customer Acquisition Form), ID etc. They are scanned, indexed and retrieved in
field units through applications at Circle level and also through a centralized system.
This functionality should be developed by the bidder in its system. The number of
documents, users and the volume of task etc. may be estimated by the bidder based
on subscriber base of BSNL.
10.3 Ability to compose and initiate the mailing of an electronic document(from DMS or
3rd party system) to customer
10.4 Ensure that all mailings also from 3rd party systems are registered in centralized
data store and Customer history is updated accordingly
10.5 Support of Barcodes / Glyphs

11. SMS Inbound / Outbound:

11.1 Automatic generation of Outbound SMS at defined Workflow Gates (status

information, completion information, etc.)
11.2 Usage of SMS for automated business process workflows(Service activation, Yes/NO
answers, generate Billing information initiated by inbound SMS, ...)

159
11.3 Ability to compose and send a SMS message to customer out of CRM system
11.4 Generate orders in the system based on the SMS content received from customers.

12. Access to all web self-care functionalities with the same authentication
credentials (single sign on)

12.1 Automated verification of customer entered data at the point of entry to maintain
the standard of data quality across self-service and self-care transactions.
12.2 Possibility to present customer specific and profile specific information to the
customer (marketing messages, offers, information, news, etc.)
12.3 Provide general information and customer specific information, such as; current
product / service portfolio, offers, selling, data management, case status
information, interaction history, etc.
12.4 Product details: Customers can view product detail, select a variant product, and
view alternative product images.
12.5 Allows customers to view product delivery details.
12.6 It should be able to navigate large catalogs by choosing different categories. Results
can be narrowed and broadened by criteria such as price, brand, product type,
colour, size, material, etc.
12.7 It should be possible for customers to view the previous page in their navigation
session.
12.8 BSNL should be able to upload product-specific content such as promotions or
upcoming events.
12.9 Identify customer automatically or manually via CLI, password, PIN or Personal ID or
other specific ID on all channels
12.10 Restrict subscriber specific information (depending on present activity) according to
level of authentication
12.11 Modification of Password shall be possible via all channels based on provided ID
12.12 Integrate process to handle lost passwords (or other ID)
12.13 Provide the usage of different Passwords for each service instance within one
contract/account
12.14 Customer should be able to make his own plan by selecting various attributes.
12.15 After CTI identification or manual customer search available current data according
to the data model (name, forename, date of birth etc.) are displayed
12.16 Show various information on Company / Legal Person (size, branch, number. of
employees, company network structure, etc.) for Business Customers
12.17 Display responsible Organizational Contact (i.e. Account Manager, Associated CSR
etc.)
12.18 Provide information about contract owner, address and legal state
12.19 Provide link to scanned contract documents
12.20 Show all contacts over all channels and all (current & previous) customer's products
/ services with filtering options (time, services, etc.)
12.21 Show all subscriptions in customer's history
12.22 Show comprehensive contact data with regards to the customer / account.
12.23 Show all customer's complaints
12.24 Show provision of information about products, tariffs, placed orders, voice / data
usage

160
12.25 Provide easy accessible archive for outdated data
12.26 Show history of all accepted and rejected offers/ promotions/
12.27 Ability to provide scripting to assist in CSR conversation, navigation as well as to
cross / up-sell
12.28 Describe how the administration of scripts are handled in the system
12.29 Ability to use scripts to capture information within the CRM system, against a CRM
Object, i.e. customer / interaction / Case
12.30 Ability to create scripts to handle multiple request types/ campaigns
12.31 Ability to have scripts driven by customer responses to queries or questions
(Question sequence changes dynamically based on customer responses)
12.32 Login to self care portal through Social media is to be allowed.
12.33 Customer should be able to fix appointment to the field staff whenever service
request like New order/ fault is raised through Selfcare.

13. Customer Service

13.1 Create, read, and edit information on best time and method for contacting
customers.
13.2 Create, read, and edit information on the level of technical understanding of key
customer representatives.
13.3 Create, read, and edit working hours for the customer’s main representative.
13.4 Record, view, and edit the preferred method of contact for all customer accounts.
13.5 Record, view, and edit categories of business, such as Insurance, Financial, Banking,
Energy, etc., for corporate customers, prospects, and competitors.
13.6 View generic data of corporate customers.
13.7 Create, read, and edit information on changes and business opportunities within a
customer's Accounts. It will be possible to perform customer registration using the
GUI.
13.8 Automatically generate notifications based on user-defined business rules, for
example, automatically sending an email to the customer when a trouble ticket is
closed.
13.9 Create escalation actions triggered after a period of inactivity, i.e., a case has not
been closed within a certain timeframe.
13.10 Support parent/child correlation between related trouble tickets and tasks.
13.11 Allow the status of child trouble tickets to be automatically updated when the parent
trouble ticket is updated.
13.12 Allow the child trouble tickets to be automatically closed when the parent trouble
ticket is closed.
13.13 Include central problem or knowledge management that allows call center agents
and customers (over the Web) to research inquiries.
13.14 Provide the agents with advanced search tools for researching the central problem
and knowledge management data. This shall include user-definable queries, search
by key words and phrases.
13.15 Include email response management for inbound and outbound email requests and
answers.
13.16 Make available all Trouble Management functionality across all products and
services, with full history permanently retained by the customer record.

161
13.17 Allow several employees to work collaboratively to resolve a customer problem
(dividing the trouble ticket into sub-tickets that can be separately handled).
13.18 Be able to automatically create sub-tickets based on predefined templates.
13.19 Describe the process and time frame for capturing complaints in the system. (The
time frame for inputting complaints into the system must be very short of the tune
of say 60 seconds.)
13.20 Support attachments of any file type to the opened trouble ticket.
13.21 Allow the definition of standard problem codes and the required response time.
13.22 Automatically send complaints to the appropriate person/group that deals with
particular issues according to the standard problem code.
13.23 Provide Call Center and outlet staff with a guide to potential resolutions for different
types of complaints, including a troubleshooting guide to provide immediate answers
to various complaints.
13.24 Provide Call Center and outlet staff with a guide to what resolutions other sites have
found particularly successful for certain types of complaints.
13.25 Provide a history of a customer's previous complaints so that CSRs are aware if a
certain resolution has already been tried and have a greater understanding of the
customer's individual situation.
13.26 Allow for each team member to see the complaints assigned to them and to record
their actions and the status of the complaint.
13.27 Monitor/track progress of complaint solving and workflow for trouble ticketing such
as activities with time flags and reminders (e.g., commitments).
13.28 Track progress of fault report and resolution.
13.29 Link high-value customers to enhanced levels of service, i.e., priority call routing.
13.30 Handle inbound and outbound contact via:
a) Telephone
b) Email
c) SMS
d) Web self-care
e) Letter
f) Social Media
g) Mobile app
13.31 Perform security verifications on customers before releasing any information.
13.32 Enable customers to use an SMS service to receive requested details of current
balance, credit limit, etc.
13.33 Shall see call data for resolution of queries and disputes.
13.34 Shall present all user-specified customer details on an initial customer overview
screen.
13.35 Enable the CSR to amend customer details within user-defined criteria and
authorization level.
13.36 Shall have an alert/flash for the CSR regarding significant customer data, e.g.,
birthday, etc.
13.37 Shall select main topics via menus/tabs on a customer overview screen with the
ability to drill down to more detailed information, such as status of order, status of
repair, etc.

162
13.38 Shall show both inbound and outbound contact by any channel in sequence in the
customer history screen available to the CSR.
13.39 Create, read, and edit information on date of next communication or follow-up,
following the voluntary termination of service.
13.40 Make available the same screens and system function shall be available to CSRs,
Sales representatives, Staff in retail outlets, etc.
13.41 Allow agents to quickly mail, email or literature requests to prospects, and track
inventory as it is used.
13.42 To support user-defined scripting to aid negotiations with customers.
13.43 To save any partially input data and transfer a call to a supervisor who shall be able
to view an up-to-date record of activities.
13.44 To display to the CSRs a subset of the total products and services available,
according to what is appropriate for that customer (eligibility rules).
13.45 To display to the CSRs a subset of the total tariff plans available according to what is
appropriate for that customer (eligibility rules).
13.46 To display to the CSRs a subset of the total discount plans available according to
what is appropriate for that customer (eligibility rules).
13.47 To alert CSRs with details of network faults and resolution times.
13.48 To alert the CSR to other application failures (e.g., a failed bill run that means a
customer's bill shall be delivered late).
13.49 To alert CSR that the customer's promotion period is about to end.
13.50 To automatically capture every activity code, e.g., billing enquiry, change of address,
etc. and record it in customer history.
13.51 To create individual customer contact history in a corporate account.
13.52 To record staff identification numbers in the customer history alongside the
appropriate activity code.
13.53 To set CSR levels of authorization to waive any user-defined charges when a
customer is dissatisfied, or when the company has made an error in calculating
charges and these are to appear as a credit on the bill.
13.54 To choose the relevant action code through the presentation of a 'drop-down' menu
or similar means.
13.55 To capture fault notification from customer by any contact channel, and to record
the customer identification number and action code.
13.56 To prioritize a resolution in the case of a high-value customer with a fault.
13.57 To provide fault reports based on user-definable criteria.
13.58 The system shall enable a CSR (where authorized) to offer customers certain
terms/products and services.
13.59 The system shall enable every action for or on behalf of a customer to be
automatically system-stamped.
13.60 The system shall enable an administrator to set up a general fault alert message for
distribution to all system users (including Web-based users).
13.61 The system shall be able to manage Field Operations such as Dispatching Field
Engineers to customer sites, track field schedules, log parts used, log time and
expenses, and more.
13.62 The system shall be able to provide a solutions database. User shall be able to
create a solution database containing information that other support users and end
users can access for potential solutions to their problems or questions. It shall be

163
 possible to propose new solution and to include the same after approval.
13.63 It shall be possible to track duplicate cases. It shall be possible for the user to
associate multiple instances to a single problem and tie the resolution of multiple
cases to the resolution of one case.
13.64 The system will check for tickets status and perform escalation and notify the
management or next level of support staff based on predefined Service Level
Agreement (SLA) which will include (but not limited to) criteria like service
application, severity and customer.
13.65 System shall support bulletin board functionality that allows support technicians and
managers to post and review messages about critical issues.
13.66 To capture order/service requirements through all contact channels. To automatically
display correct terms/penalties when a customer wishes to change service/tariff.
Alerts or pop-up messages shall be configurable for this purpose.To prevent orders if
a customer is bound by contractual terms / service package forbidding a user-
defined change.
13.67 The ability for Case/Service Request Management Capabilities
13.68 The ability for the agents and supervisors to view all queue activity on their desktop.
13.69 The ability to identify the best or alternate resources to assign to a case based on
skills required and equipment type, case type, and symptom type.
13.70 Ability to enter equipment configuration or access it from stored records into the
Installed Base.
13.71 The ability to capture in unlimited free text, information relating to problem
descriptions and special situations/instructions.
13.72 Automatic assignment of case number with the ability to cross reference to a
customer’s case number.
13.73 Have ability to access case history and/or history of cases by customer, service site
location and equipment.
13.74 The ability to support multiple levels of urgency/severity codes
13.75 The ability to use call scripts for call takers to use when logging cases. The call
scripts shall be dependent on the case type.

164
13.76 Associate a new case with an already reported case.
13.77 Be able to segregate notes and other text as internal access/use only so that
sensitive text can be kept from customers.
13.78 The ability to attach text, Service Notes, diagrams, layouts and graphic files to a new
or existing case.
13.79 Ability to associate and track cases with accounts.
13.80 Ability to view historical cases for auditing purposes.
13.81 Ability to view open cases by customer.
13.82 The system shall have the ability to trigger a workflow so that the case information
is passed on to a specific group.
13.83 Ability to queue cases for a group, individual support person, remote qualified
resource.
13.84 The ability for tool to auto-assign cases to agents based upon multiple parameters
(case type, account type).
13.85 The ability for agents to receive and/or pick cases from a work list (queue) and
assign to themselves.
13.86 The ability for agents to view and sort all cases assigned to them by priority and
date received (work list).
13.87 The ability for supervisors/management to view all cases assigned to team (queue or
agents).
13.88 The ability to view all history for a case (date opened, originator, assigned to date,
date closed).
13.89 The ability to confirm level and type of service delivery based on SLA or warranty of
the entitlement.
13.90 Support Agents and customers will be frequently accessing the knowledge database
for support. The rating of the knowledge management content is required so as to
ensure that the most often read and used information is brought up in the search
output with adequate information on frequency of use and effectiveness. The KM
database which is rarely used or stale shall go into archive state after a pre-
configured period.
13.91 The ability to view, add and assign tasks and sub cases to a case.
13.92 The ability to do key word search as close as possible to natural language through
Service Management system and Knowledge Management system to find related
information. Also when the support agent is typing in text for a ticket / support
requirement , the system shall automatically search for support from KM
contextually related to the query / text being keyed-in. A knowledge database with
knowledge of typical telecom/IT terms like GSM , handset, Wifi, Wimax , EVDO etc
with correlation build among these keywords so as to give faster support on the
keyword search and related topics , is required.
13.93 The ability to track all solutions, bug fixes, workarounds given to the customer.
13.94 The system shall have the ability to create customized rules.
13.95 Ability to track labor/expenses/time/material for all on-site activities.
13.96 Ability to stop/extend clock time for response because of site reasons, e.g. customer
wants technician to come later, or equipment is not ready when qualified resources
goes to the site
13.97 Ability to create and maintain notes and text associated with the case (remote and
internal users).
13.98 Internet Self Help Service capability
165
13.99 Ability for customer to display a list of their installed equipment at their location
level.
13.100 Ability for customers to display cases. Display a list of their service cases and their
statuses. Check service order status, obtain service order tracking information.
13.101 Ability to access the Knowledge Management tool for self-diagnosis. This tool shall
be accessible across the service channels like web / Call –center / Customer Service
Center and other social network integrations.
13.102 The Bidder shall describe how the Solution provides a facility to view and/or print
and/or email a contact’s entire case history regardless of status (open or closed).
The Bidder shall describe the information that is displayed in the case history on-line
and when printed and/or emailed.
13.103 The Bidder shall indicate whether the system support the entry of international
addresses, phone numbers, etc
13.104 THE Bidder shall indicate whether the system supports automatic case assignment
based on predefined criteria.
13.105 The Bidders shall describe the features for creation/maintenance of users,
workgroups, workflow, processes, case types, etc.)
13.106 The Bidder shall describe the system functionality to do a “mass close or bulk close”
if the CSR wanted to close multiple open cases at once.
13.107 The Solution shall support multiple teams within the Service Center.
13.108 The Solution shall enable multiple queues for a single team.
13.109 The Solution shall handle a case with multiple requests that need to be handled by
multiple groups.
13.110 The system shall allow an authorized user to customize the customer management
environment. This shall include:
a) Addition of new fields to any form/screen/GUI
b) Remove or grey out fields which are not required
c) Add/maintain field security to existing and new fields
d) Define/maintain field validation rules
e) Define default values for fields
f) Define fields to be displayed/hidden based on another fields value
g) Define format for a field e.g. field characteristics (width, # of characters),
drop down list or manually entered, type of data able to be entered (date,
numerical etc), mandatory/optional field etc.

14. CRM for Field Support / Franchisee / Dealer / Distributor Network

14.1 This module shall facilitate the dealer / distribution network to effectively utilize the
features / functions of CRM , for a faster generation and completion of commercial
orders in the system
14.2 The field support team shall also be able to use this module for resolving the
complaints (technical/billing etc) for a faster resolution of customer issues.
14.3 The module shall be portable on hand-held devices on platforms like android,
windows, iOS etc.
14.4 This module shall have all the data visibility that is there in the main CRM system so
as to respond to customer queries in an effective manner
14.5 The inventory visibility through this module is an important requirement for effective
order management.

166
15. Sales & Ordering

15.1 The system shall manage leads, including lead generation, qualification, definition of
optimal sales strategies, and analysis of business performance.
15.2 The system shall feed sales leads to appropriate business teams or individuals (field
or telesales).
15.3 To track marketing programs.
15.4 To link opportunities with marketing programs so that the ROI of marketing
programs can be measured accurately and future marketing programs planned with
these inputs.
15.5 Contextual offers / Promotions : Key functions to include but not limited to-
15.5.1 Possibility to manually define cross-selling or up-selling rules to give customers
product recommendations (e.g. accessories, spare parts).
15.5.2 Customers can view products tied to different promotions, and qualify for offers via
rules set up by the organization.
15.5.3 The following promotions should be possible :
bundle, buy “X” get “Y” free, fixed price, product percentage discount, multi-buy,
order threshold discount, order threshold free gift, product perfect partner should be
possible.
15.5.4 Promotions can be restricted for specific customer groups.
15.5.5 Possibly to create special customer groups, e.g. regular customers or volume
spenders.
15.5.6 Customers can be grouped into customer segments based on defined criteria such as
customer behaviour or characteristics.
15.5.7 It should be possible to create personalized pages to display customized promotions,
banners, or coupons as well as personalized prices, rebates, product offerings,
layouts, navigation, and search results. Specific landing pages can be displayed for
different user groups.
15.5.8 Business users should be able to test rule settings.
15.5.9 A user can also preview a personalized version of a page or a component

16. Lead/Opportunity Management

16.1 It shall be possible to define and enforce a structured sales methodology as part of
the sales process wherever applicable such as high value sales, corporate sales,
sale of complex data services etc.
16.2 The system shall provide opportunity management functionality that supports
product configurations, proposals, and team selling across multiple distribution
channels.
16.3 The system shall quickly change terms of contract to take into account market
conditions or other user-definable criteria.
16.4 System shall be able:
a) To create, view, and edit opportunities and associate them to a customer
account.
b) To track and manage opportunities throughout the opportunity lifecycle.
c) To create, read, and edit lists of sales efforts by lead.
d) To record, view, and edit the type of business activity (product opportunity) for
a corporate customer or prospect
e) To create, read, and edit the metric on the "likelihood of close of sale".

167
 f) To create, read, and edit information on required changes to a proposal.
g) To enable the user to select, read, and edit terms of payment information by
customer/sale.
h) The Bidder shall describe how the system addresses opportunity management
processes.
i) The Bidder shall describe the visualization tools provided
j) The Bidder shall describe how the Solution supports the system address quoting
processes
k) Quotes – management of offers given to customers:
l) Sales rep, customer, quote type, status, and other attributes.
m) Quotes versions and revisions – a copy of current quote for its adjustment."
16.5 Product availability for use in quotes and agreements shall be channel specific –
channels shall be able to see and use only subset of all products. Some products
will be available to more channels.
16.6 Price lists – they will be used only when quotes (offers) will be generated, for
subsidy calculation etc.
16.7 Sales management functionality shall have the ability:
16.8 To assign sales targets of customers and products and track sales rep performance
based on actual versus targets.
16.9 To create, read, and edit information on which sales rep is responsible for which
account.
16.10 To manage requests for literature/documentation so that reps can access
information in a timely manner.
16.11 To create detailed sale rep profiling reports by role so that performance can be
tracked and commissions distributed as necessary.
16.12 To create reports detailing sales rep performance so that sales contests and
incentives for internal sales staff can be designed.
16.13 To create and submit forecasts in terms of win probabilities, product category wise
as well as value wise to aid better control and monitoring of the corporate sales
process and also to help in network planning and purchase planning
16.14 To record, view, and edit business customers’ dedicated telecommunication
budgets.
16.15 To allow all service personnel to monitor information on proposals and possible
sales.
16.16 To have auto-filling of mandatory fields from existing customer information
records.
16.17 In case of complex services (like data, Centrex) etc that may be sold to corporates,
the system shall allow contract management tools.
16.18 It shall enable specification of the Service Level Agreements and other conditions
that are part of the contract.
16.19 The contract shall be part of the sale and subsequently when service requests are
created for this customer, the system shall help ensuring that contractual
obligations are fulfilled. Contracts should be stored as a part of the B2B CRM.
16.20 Reporting on contract adherence shall also be enabled.
16.21 The system shall enable the field sales representative to work in off-line mode after
downloading the customer details into his device for further review with the
customer and should be able to update customer details in his device. As and

168
 when the sales representative connects to the system the data should be
synchronized.
16.22 The system shall enable the field Sales Rep to synchronize with the main system.

17. Sales data Management/ Administration

17.1 Everybody has access to basic information about all companies – especially, who is
responsible for that company or whether it is free for acquisition
17.2 Everybody has access to details of companies assigned to him/her
17.3 Everybody has access to details of his/her business data (opportunities, activities,
quotes)"
17.4 Data Validations - an administrator shall be able to set up data validation rules -
data validation consists of required data formats, filling of some data attributes
(mandatory fields) based on value of other attributes (types, sales cycles, statuses)
17.5 Data management – will enable business administrators do operations that ordinary
users cannot do (deletions, updates, all data access, exports, setting up of status
models.
17.6 Support of GUI administration and changes specific to the respective channel.
17.7 Some channels also require having the GUI unchangeable by end users, so that they
will always find the same information on the same place
17.8 Data export shall be exported into a standard format – at least CSV format. For
standard users their data visibility shall be applied. Import and export shall be
possible for standard users
17.9 Solution shall support partner management – both for their own self-administration
and for partner performance reporting and support of cooperation.
17.9.1 Partner management
17.9.2 Ability to manage Partner Agreements/ Contracts
17.9.3 Partner onboarding
17.9.4 Partner Provisional registration
17.9.5 Partner provisioning
17.9.6 Partner activation
17.9.7 Various partner billing requirements
17.9.8 Partner billing period management
17.9.9 Partner invoice requirements
17.9.10 Partner Operations management (Lead Management, Service Request, Order
Management, Quote Management)
17.9.11 Ability to create a Service Request/ Fault Ticket
17.9.12 Sales team should be able to trace the customer to the point, where the
connection is issued.
17.9.13 Partner hierarchy creation

17.10 Different roles shall have different GUI – every channel and segment may need
different data to be seen and possible to update in the application
17.11 Orders – service activations: manual data retyping based on data inserted into
products.
17.12 Data access shall be manageable to the detail of attributes (one role and channel

169
 have access to data stored in an attribute, others have not, or just read only...)
17.13 Support of data access according to position hierarchies – manager will have access
to data of his/her subordinates
17.14 System shall support outbound email / SMS / mail communication. This
communication shall be stored within contact history.
17.15 Reminders and notification – possibility of reminders for planned activities is
required
17.16 Approvals and Escalations – thisshall support design of approval flows and their
execution. It means approval request generation and tracking of approval
acceptance or rejection. Approval generation means there must be an engine with
rules that define who shall approve the case according to some data (type, number
of SIMs, segment, agreement value) etc. Approval tracking means people, who
approve sales matters, shall have access to SFA, or an integration to/from another
tool is required (a web page, Outlook).
17.17 Escalations – as part of business automation, there must be an engine, that
provides support for escalations – event driven (some change of data, user action)
or time driven (data has certain value for a given time)
17.18 Notification via selected communication channel (email, SMS) is required – e.g.
sales rep is notified in case his/her customer changes dramatically invoice value
etc.
17.19 System should have the ability to provide ad hoc reporting tools for various views
of incentive performance.

18. Marketing and Analytics

18.1 The Marketing Management application shall provide Campaign Management,

Budgeting, Segmentation, List Management, Promotion Management, and
Deliverable Management, Direct and Indirect Fulfillment and Multi-Channel Execution
features.
18.2 Market and Customer Analysis function shall have the ability:
18.3 To analyze and segment customer/prospect data at the Contact, Company, and
Opportunity level
18.4 To load leads in bulk, and can these leads be segmented (e.g. by size) and
distributed to appropriate associates using workflow rules.
18.5 To support the calculation of historical lifetime stakeholder monetary value
18.6 Dealers could be also used for up-selling and cross-selling – complete system
solution shall be prepared for this option
18.7 CRM application offer marketing campaign workflow functionality that completes a
sequence of tasks related to marketing campaigns (e.g. send e-mail, set call
reminder, send reminder e-mail).
18.8 mass e-mail campaigns be executed from the proposed application, to include
customized HTML messages that merge in data from CRM software and include
multiple attachments
18.9 the application to offer Event management functionality inclusive of invitation and
attendance tracking, and follow-up across multiple client entities and Contacts
18.10 To view and estimate the list of additional services the customer may buy based on
the behavior of other similar accounts.
18.11 To conduct behavioral segmentation utilizing customer usage patterns and
behaviors.
18.12 To view historical volume and revenue data by customer, product, and geographic
170
 region.
18.13 To analyze historical volume and revenue data by customer, product, geographic
region and map trends.
18.14 To view the average bill settlement date by customer.
18.15 To view the revenue generated, by customer type.
18.16 To perform analyses that identify market trends .
18.17 To view growth and decline data for all major services by minutes, revenue, and
customers.
18.18 To 'calculate' and view profitability information for customers and products.
18.19 To conduct demographic segmentation utilizing internal/third party data (e.g.,
census, surveys, etc.).
18.20 To conduct vertical segmentation for business customers (e.g., petroleum, banking,
tourism, etc.).
18.21 To view the average minutes of use and the average number of calls per customer
for all major services.
18.22 To view the average number of calls per customer for all major services.
18.23 To view a customer's contribution to the sales ratio for a profitability analysis.
18.24 To view customer listings ranked by usage and revenue for all services (including
mobile and Internet).
18.25 To view a customer's payment patterns for up to 12 months of historical data Views
include payment patterns divided into buckets by the time of payment, by when they
get billed, and whether they pay the bill in full.
18.26 To view customer credit ratings.
18.27 To match customer profiles with potential product needs.
18.28 To view a customer's services (including revenue generated for each service by the
customer).
18.29 To view the total revenue generated by product.
18.30 To view product listings for corporate customers.
18.31 To view the number of customers (per customer package) for all (major) Product
packages.
18.32 To view actual growth and decline data by service and customer segments.
18.33 To view a customer's service usage patterns and service volume.

19. Customer Retention and Churn Prediction

19.1 To segment customers in relation to propensity to churn based on:

a) KPI rating
b) Reduced usage
c) User-definable periods prior to the end of their promotion
d) Geographical area
e) Industry type (corporate customers)
19.2 To contact (by any outbound contact method) any segment of customers with a
propensity to churn, and offer enhanced user-definable terms.
19.3 To capture a reason code where a customer churns (whether or not they have been
previously offered enhanced terms in a campaign to encourage them to stay).

171
19.4 The system shall have the ability for a CSR to offer pre-defined enhanced terms to
an inbound customer (who is in an eligible segment) that is indicating propensity to
churn.
19.5 To create, read, and edit lists of potential counter-offers and alternative solutions to
‘win back’ a customer.
19.6 To view and estimate the customer's likelihood to churn (based on the behavior of
other similar accounts).
19.7 To perform customers churn analysis.
19.8 To provide overall reports on churn success/failure and other user-definable criteria
in order to refine future churn strategy.
19.9 Dropped Link support is provided so as to enable BSNL to reach interested
customers even if the order journey is left imcomplete. The customer can use the
Link to continue the journey from where they dropped and need not to start the
journey all over again.
19.10 The Proposed solution shall provide capability of Push notification to the customer to
recommend product or solution according to the behaviour or their enquiries,
complain, browsing pattern, profiling etc

20. Campaign Planning and Execution

20.1 To view the percent of targeted customers that can be reached by a given channel.
20.2 It should be possible to record, view, and edit business customers’ business
alliances, past and present. It shall be possible to model the network of relations
that a customer has with other customers for example, employee of, business
partner of, supplier for etc. It shall be possible to use this information while creating
campaigns or during other transactions for cross and up selling. This data shall be
archived so that the history of such relationships is not lost as the relationships
themselves start changing.
20.3 To create a sales and marketing budget and track performance against budget.
20.4 To create a Key Performance Indicator (KPI) for corporate/enterprize and retail
customers to aid segmentation for marketing campaigns, based on one or all of the
following criteria:
a) Usage
b) Type of contact, for example: SMS, letter, etc.
c) Buying habits (by services and usage)
d) Any data captured as part of the registration process
e) Regularity of contact by any means
f) Customer/prospect contact history
g) Propensity to buy on an ongoing basis
h) Socio-economic group
i) Number and type of complaints
j) Any data recorded in the database (e.g. from system action codes and data
collected from customer)
k) Social media profile and tracking
20.5 To measure/report the success of KPI weightings in terms of churn figures.
20.6 To apply a marketing code with a brief description that relates to a specific campaign
to a customer/prospect history profile in date sequence.

172
21. Campaign Analysis

21.1 To measure the effectiveness of promotions or incentives.

21.2 To improve marketing communications (appropriately targeted advertising and
collateral) by measuring the effectiveness of previous campaigns.
a) To retrieve historical information about promotions and incentives offered to
customers.
b) To report on the results of each marketing campaign on at least following
aspects:
i. Number of New subscribers added
ii. New subs migrated from one package to another
iii. Impact on revenue customer wise and total
iv. New/ migrated customer profile
21.3 To compare results from current campaigns with previous ones.
21.4 To compare and contrast usage and buying patterns based on:
a) KPI rating
b) Market segment
c) User-definable periods (from/to date)
d) Other user-definable criteria

22. Outbound Marketing

22.1 To perform outbound marketing calls assisted by predefined scripting/screen pop-up

functionality (proactively calling prospects and customers using intelligent dialing
capability of IVRS, to inform them of promotions and incentives, including
descriptions, timeframes, and pricing.
22.2 To provide telemarketers with an easy-to-use (e.g., step-by-step, utilizing scripts,
etc.) tool to facilitate on-the-job training.
22.3 To produce scripts to help CSRs up-sell/cross-sell a suite of products. It shall be
possible to create scripts for use by tele-marketers easily with minimal
programming. The results of the survey shall be easily analyzable at a consolidated
as well as detailed level. It shall be possible to trigger off transaction creations like
request for addition of VAS to an existing connection using the script. Such
transaction creation shall be facilitated by API s into the main transaction processing
application.
22.4 The system shall have the ability:
a) To view call completion rates for both domestic and international calls.
b) To view credits and adjustments for a given billing cycle.
c) To view the location of sites for corporate customers.
d) To view minutes of use and number of calls for all major services, categorized
by domestic and international calls.
e) To record, view, and edit the service purchasing timeframe for a given product.
f) To view a number of various corporate products and services sold and installed
within a given period.
g) To view service volumes at each site location of a corporate customer.
h) To view usage and revenue generated by location and district for major
services.

173
 i) To view the traffic flow in and out of a line.
j) To apply one or many segment types to a customer.
k) To import customer lists from other systems/third parties and to search the
current customer database for matches. Where a match is found, it shall then
be able to apply a designated segment code.
l) To compare propensity to purchase of a user-definable segment against an
existing customer base over any user-definable period (from/to date).
m) To provide graphical and statistical reports on questionnaire responses by user-
definable criteria.
n) To capture complimentary feedback from customers via any contact channel.
o) To identify customers due for contract renewal within a user-definable period
prior to contract expiry for marketing purposes.
p) To present user-definable scripts to the CSR to assist with negotiations.
q) The system shall route low value customers to user-defined contract terms that
reflect their value to the business.
r) To design sales promotions and incentives for prospects/customers (that is,
identify the correct list of targets).
s) To assign sales targets to appropriate sales channels, e.g., account managers,
sales managers, CSRs, etc.

23. Customer Satisfaction

The system shall have the ability:

23.1 To create, read, and edit information on customer satisfaction (surveys, focus
groups, informal meeting feedback, etc.)
23.2 It shall be possible to create surveys easily with minimal programming and deploy
surveys on the web or be used by call center agents in the form of a script. The
results of the survey shall be easily analyzable at a consolidated as well as detailed
level.

24. Order Management (OM) - Order Entry/Replacement

24.1 This functional area must be able to receive service requests from the Order Entry
system. This process behaves as an entry point for service requests into the
application and notifies the Order Management functional area of new or changed
service requests. Order Entry shall be able to receive different types of orders
(Installation, Fault, and Maintenance).
24.2 Integrated Order Entry solution - The system shall include an integrated order entry
process for various types of products, services, places of installation, geographic
area and clients.
24.3 Multi-channel - The Order Entry process shall be prepared to receive order feeds
from a number of different channels, such as Customer Care applications, back-end
offices, POS, third party dealers, Internet, extranet, intranet, proposal
generator(utility software running on standalone basis), Social Media and other
legacy systems
24.4 The Order Entry process shall be integrated with the CRM.
24.5 Integration with BSS - The Order Entry process shall be integrated with other BSS
systems (Billing, Provisioning System, etc.,).
24.6 Default Standard Order configuration - The ability to include standard default
telecom orders already configured for easier implementation.

174
24.7 Complex Product Configuration: In case of complex products the system shall
provide a sophisticated product configuration tool that contain the following
capabilities:
24.8 Rules that exclude certain invalid combinations of options (e.g. caller id facility on a
phone set without a visual display unit)
24.9 Rules that enforce mandatory combination of options where applicable.
24.10 Availability checks that are performed and results displayed for individual
components. These components can be both physical (e.g. a phone set) and logical
(number inventory, service availability in an area).
24.11 Order creation and history information - The Order Entry process shall contain
functionality to maintain information and history of orders.
24.12 Restrictions by customer type - Ability to assign restrictions based on business rules
by customer type, to control the products/services ordered by each customer type
(e.g., residential customers are only allowed to purchase specific kinds of products).
24.13 Order priority - Ability for the service representative to assign and display a priority
level, indicating the level of care that needs to be given to the order.
24.14 Edition of an Order and its impacts - Ability to retrieve and edit a pending order.
24.15 The system shall support in-flight change
24.16 The application shall support defining the point of no return (PONR) in case of in-
flight order changes
24.17 The application must have capabilities of decomposing Customer orders and
managing converged orders without having the need to touch the lower OSS layers
in case of commercial offerings thus allowing the operator to decouple the OSS &
BSS layers.
24.18 Customer dates - Ability to capture the customer’s desired date for installation,
appointment date, testing and service initiation.
24.19 Manual override of contract requirements - Ability to indicate manually whether or
not to send a contract associated with an order (ability to override the default
sending).
24.20 Order status - Ability to select or update the status of an order (e.g., on hold).
24.21 Handling of temporary services - Ability to capture and handle the start and end
dates for temporary services, and respectively, send the dates to provisioning to
activate and deactivate the service. This enables the CSR to handle only one order
instead of having to create an order for installation, and then an order for
deactivation.
24.22 Synchronization of order dates - Ability to allow independent due dates for a move
order with a telephone number change (disconnection date of the old address shall
not be linked automatically to the connection date at the new address).
24.23 Multiple addresses for one order - Ability to capture multiple addresses for an order
(e.g., installation address, document address).
24.24 Billing accounts, billing required information - Ability to capture billing account and
billing information required to bill the product or service.
24.25 Order identification - The system shall generate a unique internal order ID. It shall
also be able to reference an internal order ID with several external order IDs.
24.26 Order search criteria - Ability to search and retrieve orders by multiple criteria (e.g.,
order reference number, project reference number, name).
24.27 Data access for products and services - Ability to access the Product Catalogue.
24.28 Provide information with order status - Provide CSRs or other entities with
information regarding the order status. This may be through the OM GUI or through
175
 other applications such as CRM.
24.29 Order tracking - Ability to track all information within an order at all task levels. This
may occur using a GUI interface or an external system.
24.30 Order monitoring - Ability to monitor orders by different types of information. This
may be geographical information, order type, resources allocated, etc.
24.31 Ability for orders or order components to have dependencies - It may occur that an
order or a component of an order can be installed only after the completion of a
previous linked order or a component of an order.
24.32 Time stamps for all activities - All activities within an order must have a start and
completion timestamp.
24.33 Order cancellation, rejection and amendment - The system shall provide the
capability to cancel the entire order, a line item on an order. Also, the system shall
provide functionality for handling rejected orders and order amendment.
24.34 Release resources when cancelling an order – The system shall provide the capability
to release any assignments or reservations when cancelling an order/order item.
Release of inventory only after configurable quarantine period.
24.35 Notify downstream systems of order cancellation – The system shall provide the
capability to notify all relevant downstream systems to release resources and undo
updates of cancelled orders/order items.
24.36 Order cancellation rule definition – The system shall provide the capability to
configure rules around order cancellation, e.g., a completed order cannot be
cancelled.
24.37 View orders for amendment - Ability to view all rejected orders for amendment by
priority or state.
24.38 View orders rejected by downstream systems - Ability to view order status based on
rejections by downstream systems (e.g., switch)
24.39 Searching for rejected orders by criteria - Ability to sort the rejections by multiple
variables (e.g., representative, age, order type, product/service, customer, due
date, market segment, priority, etc).
24.40 Group rejected orders by rejection type - Ability to group rejected orders
automatically by rejection type.
24.41 Rejected order distribution - Ability to distribute rejected orders to different
correction groups based on the type of order, the source of the order, the location of
the customer, etc.
24.42 Rejected order notification - Ability to automatically notify the person responsible for
that stage in the workflow of the rejection based on business rules (e.g., for a VIP
customer, triggers an individual or group who shall notify the customer of the
rejection).
24.43 Rejected order status - Ability to see the status of order-related rejections.
24.44 Update order status due to rejection - Ability to link the rejection to the order and
update the order status (e.g., put an order on hold).
24.45 Managing multiple order amendment - Ability to recycle in batch multiple orders
after correction for a particular rejection. With this functionality, OM is able to
correct all the orders for which the same rejection occurred (e.g., product-related
rejections).
24.46 Internal product catalogue – OM shall include an internal Product Catalogue, flexible
enough to define products and services with their hierarchy of associated options,
dependencies and particular features.
24.47 Integration with an external legacy system - Ability to interface with a product
catalogue residing in an external system.
176
24.48 Software must have capability to integrate with external product catalogues – The
system must access information online and in batch mode.
24.49 Products reuse components - Ability to reuse components and products in multiple
commercial packages.
24.50 The Proposed solution shall have function to cancel/modify the In-Flight Order.

25. Inbound Order channels

25.1 The Solution should support integration to POS devices.

25.2 Direct Field Sales should support both connected and disconnected mode
25.3 System shall allow an authorized Call Center by integrating with other systems.
25.4 Mobile Device
25.5 Kiosk technologies and web support
25.6 Support for integration frameworks for machine—to—machine orders
25.7 The Solution should support tiering (e.g. Platinum, Gold, Silver)
25.8 The Solution should enable partners in a self-service fashion.
25.9 The Solution should support cooperative buying group tiering
25.10 The Solution should deliver multiple UI paradigms that meet the different needs of
channels.
25.11 The Solution should be smart enough to recognize and display channel-specific as
well as non-channel specific content.
25.12 System should display both internal and external stored content.
25.13 Sensitive data (e.g. credit card, social, pricing terms, contracts, etc.) is to be
protected and made available to the right users only.
25.14 Solution should addresses order capture processes for both product and services
25.15 Solution should support order bundling and related pricing.
25.16 Solution should provide real — time order and quote visibility across different
channels.
25.17 Solution should integrate routing and tracking from multiple channels.
25.18 Solution should support dynamic market-based sourcing, based on pre-configured
rules by product, service, customer, geography, division, etc.
25.19 Solution should support scheduling processes.
25.20 Solution should support complex fulfillment processes.

26. Real Time Offer Management

26.1 Inbound customer interaction is a golden opportunity for organizations to advance

the customer relationship. The interactions that are initiated by customers through
an inbound interaction channel, such as a call to a call center, field experience shows
that offers properly selected and proactively proposed can generate higher response
rates than the outbound marketing campaigns. The Real Time Offer Management
shall provide an advanced analytical real-time decision engine to optimize the
following key activities: decision-making process,
26.2 cross-sell and up-sell offers,
26.3 retention,
26.4 service-level adherence,
26.5 lifetime value boosting,.
177
26.6 The system shall take into account all relevant information, including the up-to-the-
moment interaction information, to enable taking the most appropriate next action
to enhance customer relationships.
26.7 The system shall cover the following functionalities:

27. Offer Management

27.1 Due to the multitude of offers existing at any moment, Managing the entire offer-
creation process becomes challenging. To ensure that the offers are not created in a
vacuum, that they are targeting the most appropriate customer segment, and that
the offers are made in their right respective priority to achieve the overall
organizational goals., the system shall provide offer-management functionality for
centrally manage all customer offers.

27.2 The system should have the ability to provide mechanism to supply a quote for
products and services of interest to a customer.

27.3 The system shall have a central offer repository where business users can easily
define and manage all offers. That is, marketing experts create a catalog of offers in
which they shall be able to define
27.3.1 eligibility criteria,
27.3.2 hypotheses of targeted offers,
27.3.3 value of targeted offers.
27.4 It shall allow visibility and collaboration with other product groups to enable the
organization to create offers that are consistent and aligned with overall
organizational objectives.
27.5 The system shall also provide intuitive offer-creation tool that shall allow the
business users to define offers efficiently without depending on the IT department to
set up these rules.
27.6 The system shall provide seamless integration with customer interaction channels
including but not limited to :
27.6.1 Call Center
27.6.2 Kiosks
27.6.3 Self Service Portal
27.6.4 Self Service Apps

28. Real-Time Decisions

28.1 In organizations with many products, many customers, and large interaction
volumes, the key challenge is to promote the right offers to the right customers at
the right times. Out of the hundreds of offers that are available, the system shall be
able to determine which one is the best offer for the customer and, at the same
time, the best offer to meet the organization’s objectives.

28.2 The system shall provide advanced optimization and arbitration analytics to help
agents make the best decision about what kind of offer to make, when, and to
whom.

178
28.3 The system shall take into account all relevant business and customer information,
including real-time session information, to make the very best offer decision.
28.4 The system shall consider various factors, such as
28.4.1 the likelihood of the offer being accepted by the target customer
28.4.2 the potential value the offer will generate for the organization.
28.4.3 agent skills,
28.4.4 the subject of the interaction,
28.4.5 prior customer interactions. That prior interaction information could include
28.4.6 buying history
28.4.7 customer profile information.

28.5 The functionality shall show the agent who is taking a call, the following information
28.5.1 one or more offers that have been intelligently selected by the software.
28.5.2 The priority in which the offer uptake could be higher
28.5.3 The system shall then provide capability to select the offer that the agent
believes works best in the given situation.

29. Automatic Adaptation for Decision Making

29.1 The system shall be able to adjust to changing customer behaviors to ensure that
the the best offer decisions are made all the time.

29.2 Offers can be of any of the following types:

29.2.1 product offers
29.2.2 action recommendations driven by certain goals (such as retention, up-
selling, cross-selling, and so on)
29.2.3 personalized marketing messages
29.2.4 retention actions for about-to-churn customers
29.3 The system shall have a self-learning functionality that lets the software constantly
adapt on the basis of customer reactions. The technology shall be able to “learn”
from the actual responses of customers to the offers it has promoted, and as the
learning becomes statistically significant, it applies the learning to improve its
performance when identifying offers for future customers.

30. Closed-Loop Offer Effectiveness

30.1 The system shall be able to understandthe performance of the offer, which is
important in determining what’s working and what’s not. It is also important to
understand the factors that are affecting the performance of the offers.

30.2 For example, ifthe call-center agents are promoting the offers,
30.2.1 how effective are the agents in communicating the offers?
30.2.2 How often is each offer promoted?
30.3 The system shall provide the following information to the users:
30.3.1 key insights to answer these questions, give information that is
required to provide more effective offers.

179
30.4 The software shall provide - offer analytics, which can be used to close the loop on
all aspects of offer performance and enable effective management of the entire
process of the offer life cycle.
30.5 The reporting outlines various performance indicators that show performance at the
agent level, offer level, and customer-segment level. The system shall provide data
on how well the offers are doing with which agents, as well as which customer
segments are reacting to which offers.

31. Co-existence with CRM

31.1 The system shall provide end-to-end business process automation by providing
certain pre-integrations with the Customer Relationship Management system.

31.2 This would allow call centers, service centers, and other interaction channels
including Social Media to successfully execute the following:
31.2.1 real-time cross-sell and up-sell offers,
31.2.2 product promotions, market messages,
31.2.3 leverage the advanced decision-support technology.
31.3 The integration would allow automation of the entire process, from offer promotions
to sales-order creation, when offers are accepted by the customers. The CRM would
also provide feedback regarding customer reaction to the Real Time Offer
Management system , to close the loop in the entire business process and allow the
self-learning functionalities to optimize future recommendations.
31.4 The system shall have a self-learning functionality that adapts its recommendations
according to the responses of the target audience.
31.5 The system shall recognize the right time for an offer when a customer is initiating
contact via the interaction center and provide real-time business insight.
31.6 The system shall automatically learn from every customer interaction and fine-tune
its offer-identification criteria on the basis of each call’s outcome.

32. Contact Center Integration

32.1 BSNL Shall be having a separate agreement for operation of contact center for all
lines of business in BSNL
32.2 CRM system shall be extended to all agents in contact center for providing various
support requirements.
32.3 TRAI has multiple reporting requirements for ascertaining the service levels of
contact centers. The data required for all reporting requirements for TRAI shall be
facilitated by the CRM system and IVRS system.
32.4 The Bidder has to ensure that all data requirements for the reporting requirements
are timely facilitated
32.5 Commercial contracts with contact center service providers may require data related
to agent talk time for inbound and outbound calls separately and similar data for the
various other services provided through contact center.
32.6 CRM system shall be extended to the contact center through BSNL provided network
links
32.7 The IP phone or similar communication system required for enabling the contact
center agents have to be enabled through the CRM And IVRS infrastructure only.
33 Workflow Engine
33.1 Workflow engine - Business rules to handle and route orders to the appropriate
destinations within OM, and set the appropriate statuses for orders of auto

180
 completion, rejections and for orders where manual handling are required.
33.2 Workflow state / stage definition - The system must enable quick definition of
changes and creation of new states and stages. This must be done through
parameters without any hard-coded information.
33.3 Order routing – The system shall be able to route the order to the appropriate
destination, and to recognize, apply and define business rules for distribution.
33.4 Generation of routing steps - Ability to generate routing steps based on business
rules containing appropriate locations, timing and information requirements for
routing. Not all downstream systems/services need to be aware of the entire order.
33.5 Ability to route orders to Work Force Management systems - Ability to route a
service order to a Work Force Management system to plan, schedule and form the
most appropriate team for installation of the customer's request. The Work Force
Management system shall notify OM when the work order is complete.
33.6 Interface with provisioning platforms Workflow engine shall have to interface with
the provisioning platforms following the order, thus installing the necessary features
and line classes, modifying them or taking them away. Also, it shall be possible to
interface both online and through batch processes.
33.7 Routing of orders to fulfillment - The OM shall send the necessary information for
fulfillment to the order fulfillment component.
33.8 Ability to route to a fault management system - All information on installed services
and products is sent to the fault management system. This system is the primary
source for information on customer installation and services if fault handling was
required.
33.9 Ability to interface with a commissioning / payment systems - Normally performed
once the order is closed following the installation of the requested product/service.
33.10 Information capture - Ability to easily define the rules for extracting information
from the various OM systems and external systems.
33.11 Re-routing of orders - Ability to re-route the order or create an alternative workflow
based on information of up- and downstream systems.
33.12 Routing to external vendors - Ability to route orders to external vendors who provide
products or services in an automated manner.
33.13 Escalation of orders - Mechanism based on a set of business rules to escalate orders
in terms of workgroups, priority, etc.
33.14 Support of order life-cycle in differing transition states - Ability to flag the order to
the appropriate office for manual intervention (e.g., incomplete information).

34 Fulfillment
34.1 The fulfillment of an order includes all the functionality associated with service
provisioning, inventory management and work force management, necessary to
complete the order.
34.2 Create a fulfillment order and send it to the appropriate entity/person (internal or
external)
34.3 Ability to create a fulfillment order for an order and send it to the appropriate
persons / entities.
35 Service Provisioning
35.1 Integration with provisioning platforms - Ability to interface with the provisioning
platform when the order fulfillment implies the provision of a service.
35.2 Notify customer and CSR if service provisioning problems occur - If provisioning is
temporarily technically impossible or if a number is not available, the system shall
181
 automatically generate and send out a notification letter/Mail/SMS to the customer
as well as notifying the CSR.
35.3 Provisioning completion status - Ability to receive a return status from the
provisioning platform that the provision has been successfully completed.
35.4 Manage Complex Provisioning Rules: The system will manage complex provisioning
rules such as pre-requisites, dependencies, sequential or parallel fulfillment tasks etc
that may pertain to a single order line (e.g. availability check before scheduling a
customer site visit for POTS) or multiple order lines.
36 Work Force Management
36.1 Ability to manage resource assignment and scheduling for service requests that
requires the intervention of internal or outsourced resources.
36.2 Manage resources at different levels of detail
36.3 For the internal workforce, the assignment of a work order may depend on the
person executing the order. For the outsourcing companies, this may depend on the
company, team level or personnel level.
36.4 Different types of criteria for assignment shall be supported, such as type of work
order, location and workload.
36.5 The functionality for assigning resources to the various activities for an order, based
on different criteria, as well as scheduling, shall be automated, with the possibility of
manual intervention in the process.
36.6 Providing the CSR with information regarding schedule availability
36.7 Ability for the CSR to receive real time order information from Workforce
Management regarding availability to schedule appointment dates.
36.8 Providing the CSR with information of work order activity start and completion dates
36.9 Ability to view the start date of the work and the completion date of the different
activities of a work order, so that the CSR can inform the customer if requested,
based on status information provided by Workforce Management.
36.10 Order status from downstream systems
36.11 Ability for the Work Force Management system to receive the status of the order
from appropriate downstream systems whenever there is a change in the status of
the order due to reasons out of the control of the Work Force Management system
36.12 Ability to manually initiate a transfer of control of a partial order or an order on hold
from one person to another.
36.13 Delegation of an order to another responsibility level, another department or a third
party entity
36.14 Ability to delegate an order to a different level of responsibility inside the same
responsibility group, a different group of responsibility or even to a third party entity.
After the completion of part or all of the activities required for the order, the result
confirmation and completion status shall return to the first responsible group that
shall decide whether the order has been completed.
36.15 Ability to send a communication for orders put on hold to specific teams.
36.16 Should support omnichannel communication (voice, SMS, Web, eMail etc.) with
subscribers on the basis of their preferences.
37 Inventory Management
37.1 The inventory Management system shall maintain exchange and network related
components/data required for provisioning and FRS activities. The data that has to
be maintained shall include the following but not limited to :
a) Telephone numbers and the status such as allotted, free etc.
182
 b) Equipment no.
c) MDF particulars like vertical/tag number
d) Pillar in , pillar out details
e) DP details, etc
f) Telephone number/
g) Static IP
h) CPE (customer premises equipment)/modem details
i) Inventory related to VAS/NGN services
37.2 The inventory management system shall be updated by the provisioning system and
FRS module.
37.3 Capture / export inventory data - Ability to retrieve inventory data from legacy
systems and to export information to external systems.
37.4 Equipment installation location - Association of equipment with locations, circuits and
carrier systems.
37.5 Assigning equipment to an order - Ability to assign a component or components to
an order. This assignment can be automatic or manual, and shall be based on
business rules or network management rules.
37.6 Able to store hardware and software information
37.7 Able to schedule regular maintenance schedule for the assets.
37.8 Able to manage inventory as individual or bulk items, set re-order levels and
amounts and keep a history of transactions.
37.9 Able to provide ability to account for assets and components in inventory and
facilitates maintaining appropriate levels of stock.
37.10 Able to return associated component to inventory
37.11 Provide a master repository of information about each asset.
37.12 Able to keep track of the asset unique ID, Asset Category, Location Info
37.13 Able to update assets; view changes, additions, and deletions for assets; and list
components for existing assets.
37.14 Provide a master repository of information about each component.
37.15 Able to keep track of the asset unique ID, Asset Category, Location Info, Warranty
expiry date, etc.
37.16 Able to update components, view changes, additions, and deletions for assets and
list components for existing assets.
37.17 Able to link components to main assets or leave them in inventory.
37.18 Provide a general tab that stores specific information about the device depending on
the device type.
37.19 The system should show partner wise inventory for all the partners. Even partners
should also be able to see the inventory they have in the same system.
37.20 Ability to track resources delivered to the Partner (Example Colletrals, handsets,
accessories, No. of SIM's, etc) including returns
38 Complaint Handling System
38.1 All Trouble Management functionality shall be available across all products and
services, with full history retained by customer record.
38.2 Ability to input complaints into the system in as short a time as possible (i.e. while
customer is talking to Customer Care Officer [CCO]).
183
38.3 Ability to record complaints with customer information in retail outlets (branches).
38.4 Ability to record complaints with customer information in Call Center.
38.5 Ability to define standard problem codes and a required response time.
38.6 Automatically send complaints to the appropriate section that deals with particular
issues according to the standard problem code – i.e. assign actions and times to the
team/section accountable.
38.7 Provide Call Center and outlet staff with a guide to potential resolutions for different
types of complaints - troubleshooting guide to answer complaints immediately if
possible.
38.8 Provide Call Center and outlet staff with a guide to what resolutions other branches
have found particularly successful for certain types of complaints.
38.9 Ability to provide a history of a customer's previous complaints so those customers
care staff is aware if a certain resolution has already been tried before and to be
more aware of the customer's individual situation.
38.10 Ability to have a section leader assigns the complaint issues to individual staff
working within the section.
38.11 Ability for each team member to see the complaints assigned to them and to record
their actions and the status of the complaint.
38.12 Ability to monitor/track progress of complaint solving - workflow for trouble ticketing
such as activities with time flags and reminders.
38.13 All complaints and their resolution status shall be able to be reviewed in a single
screen (with drill down for further information if necessary).
38.14 Ability for system to automatically alert Managers if there are a large number of
occurrences of a particular complaint/fault report across the branches in a user
definable period.
38.15 Ability for system to alert and print reports for section Managers regarding all
pending trouble tickets (complaints and faults) that have been waiting for resolution
for a user-definable period (to ensure escalation of problem).
38.16 Ability to track progress of fault report and resolution.

39 Fault Reporting System

39.1 The Complaint Handling System shall handle faults reporting. A “Fault” means a
problem reported to and recorded by the fault service center.
39.2 The Fault reporting functionality shall be integrated with the Plant Management
System and Payment Accounting for credits.
39.3 The module shall allow the customers/users to enter service fault and complaint
information into the System from front end/IVRS/web self care/Mobile app/ Social
Media/SMS as well as monitoring and scheduling the repair of the recorded
complaints and faults.
39.4 The Complaint Handling System shall provide for the entry, reporting and monitoring
of fault information. All dates and times concerning the following steps involved shall
be recorded:
a. Reporting
b. line testing
c. work assignment
d. repair

184
 e. closure
39.5 Enquiries on Faults recorded and in progress shall be available according to flexible
selection criteria. Enquiries shall include:
a. Open Faults,
b. Emergency Circuit / VIP Open Faults,
c. Faults exceeding thresholds,
d. Faults on new connections,
e. Repeat Faults,
f. Major Breakdowns / Group Faults,
g. Faults on Public Telephones.
39.6 The Faults shall be input in real time. Faults shall be stored in a waiting list sorted
according to the priority of the fault and age of the fault report.
39.7 Faults which remain open longer than configurable thresholds/repeat faults shall be
escalated in priority and flagged for special attention, using a similar process as
described for service order processing and performance management.
39.8 During Fault recording, the System shall notify the operator if the Fault is on an
“emergency” circuit, or if the subscriber is a “VIP”/EB customer.
39.9 The operator shall be notified if the Fault is on a newly connected line or a repetition
within a configurable timeframe.
39.10 The System shall allow the automatic staging of faults from one department to the
next. When a fault report is moved from one stage to the next the System shall
record the date and time and user id for the closing of the stage.
39.11 The System shall schedule the fault to a repair team.
39.12 The System shall provide flexible schedule management catering for 24-hour fault
repair team operation, overtime, reassignment of work and rescheduling of fault
appointments.
39.13 The System shall be able to enter a comment or remark for a fault report. The
System shall allow the entry of free format text for a comment, up to 250
characters.
39.14 The comment will automatically print on the Fault work order. Fault work orders shall
be able to be displayed on the user terminal and optionally printed.
39.15 An additional free format text “memo” of unlimited length shall be provided to allow
comments and suggestions relating to the fault to be entered. Each addition to the
memo shall be automatically date and time stamped with the operator’s user id. The
memo shall be displayable at any time, with the option to print a hard copy if
required.
39.16 The System shall provide the ability to group faults together where the common
cause is the same network component. For example, the System shall be able to
identify faults reported for the same network element e.g. primary cable has been
cut. The System shall be able identify and manage these faults collectively, i.e. clear
all faults for this network element rather than close each fault individually.
39.17 Faults on network equipment (e.g. cross connection cabinet damaged by a car
accident) shall be recorded against the actual network equipment name stored in the
Plant Management System. A summary fault record will also be raised against the
customer.
39.18 When a collective fault has been reported as cleared, the System shall initiate a line
test of each affected line automatically. For example, each line in a cut cable shall be
tested, or each line in a damaged cabinet, to ensure that all fault conditions have
been cleared. The System shall maintain the bulk line test results for on-line display
185
 and analysis, with the option to print a report.
39.19 The System shall be able to initiate a line test from a terminal. It is expected that a
separate, specialist line test system will be used for line testing, and that an
interface between this system and the line test system will be supplied. The System
shall be able to store the last ten line test results for the customer. Each line test
result shall be date and time stamped. Detailed results and measurements must be
stored, as well as a diagnosis of the fault.
39.20 The latest line test results shall print on the Fault work order in full. The System shall
also allow the inquiry and printing of the line test information and history.
39.21 In addition, the line test System shall provide facilities for “Routine Testing” of lines
to enable preventative maintenance and pre-emptive fault repair. Detailed
interactive line testing functions shall also be available.
39.22 The System shall provide the ability to store and inquire upon fault history. The
System shall allow inquiries by:
a. customer,
b. telephone number,
c. type of fault,
d. stage of the fault,
e. network equipment,
f. network equipment type.
g. Faults occurred during a specified period
39.23 Depending on the fault clearance code the System shall generate adjustments and
calculate the rebate amount for the “out of service” period if it exceeds a defined
threshold parameter.
39.24 In the case where the fault is due to the customer’s action, the System shall
generate debit adjustments (where the operator can override the adjustment
amount). For example, if the fault is due to customer damage of the premises
wiring, a charge may be added to the subscribers account for the repair of the
service.

39.25 This process requires strict auditing procedures and mechanisms i.e. shall only be
initiated upon operator instruction. All adjustments shall be processed via the
dispute and Accounts Receivable adjustment processes.
39.26 Comprehensive, flexible statistics shall be maintained to allow reporting according to
BSNL requirements. As a minimum this shall include but not limited to:
a. Number of faults reported.
b. Clearance of Faults.
c. Amount of time fault at each stage in the repair process.
d. Recurring faults.
e. Faults on new installations.
f. Summary and details reports.
g. Faults by Equipment Type and location.
h. Faults reported per Region/Province/Exchange/Area.
i. Overall country wide fault statistics.
39.27 All reports shall be available for on-line display with the option to print a hardcopy.
39.28 Present Business Requirements: The complaint handling system shall be able to MAP
186
 itself on to the Fault Repair System (FRS) presently in vogue in BSNL. BSNL centric
specific requirements of Fault Repair System (FRS) are given below:
39.29 The system shall have an interface with IVRS, Call center, Billing system,
Provisioning system, Cable record management system, etc. Following procedure is
followed for handling a complaint:
39.30 A complaint docket is opened for each complaint having a unique serial number. The
date and time of opening the docket is entered.
39.31 Complaint number is given to the subscriber for later reference.
39.32 The complaint docket is moved to initial testing position. Here the reported
telephone is tested and the nature of fault detected is entered into the docket.
39.33 The users of the FRS System are-
i. Subscribers
ii. Fault Booking position operator
iii. Initial Test position
iv. Subscriber Fault Control position
v. Final Test position
vi. Supervisor
39.34 Transfer of complaint dockets to initial testing positions according to priority.
39.35 Facility to place dockets "under suspension "at initial testing stage due to any
technical reason and later on calling them for further processing.
39.36 Facility to take bulk entry of complaints in batch mode (to enable overnight
complaints or pending complaints due to system failure to be entered when the
system is up).
39.37 Status and periodical reports on pending complaints/faults/suspended complaints
either on screen or on a printer.
39.38 Provisioning for over-riding priority shall be provided for important numbers, as well
as, for complaints tagged for "immediate attention" at the time of booking.
39.39 Same docket number shall be maintained for a particular complaint throughout the
operation.
39.40 Information on the fault that was cleared last time shall appear at the bottom of the
docket. This information shall be helpful in testing the line intelligently and
guiding/directing faultsman effectively.
39.41 A complaint received on a service on which two or more faults have been cleared
during the preceding 30 days, shall be highlighted as "REPEAT" fault on the
complaint booking itself. This message shall be made available throughout the
process so that all concerned can devote a special care for such cases.
39.42 Provision for Batch Fault Booking during the period when the system goes down shall
be available.
39.43 The system shall be able to weed out non-genuine complaints based Under
Temporary Disconnection due to Non-payment (TDNP) and Safe-custody etc
39.44 The system shall be able to cater the needs for multi-exchanges environment
through a centralized working.
39.45 It shall be possible for entry of all effected services individually due to cable
breakdowns, exchange equipment breakdown with tag “Under Cable breakdown”,
“Under equipment breakdown” respectively. After clearance of breakdowns, all
services affected by that breakdown item shall move in a queue at the initial test
position.

187
39.46 Facility shall be provided by the system to generate a list of those services, which
remained faulty for abnormal duration & are fit for consideration for rebate etc. The
system shall be able to move such list to account module on line
39.47 FRS shall have provisioning of off-line module for processing of complaints / faults in
case of system failures etc.
40 The system shall generate a log for all the alterations/deletions on daily basis with a
facility to take a print out.
40.1 Enterprise Customer support on Customer Management system - Prospect
Opportunity management
40.2 Single Integrated Sales to Quote to Order management system. Describe the
integration points and how data integrity managed during these stages.
40.3 Ability to define and maintain different stages of a sales cycle. Ability to
accommodate variations in sales methodology based on geography, product
offerings or customer segments
40.4 Ability to maintain a list of key dates for each stage of the sales cycle
40.5 Ability to record and review all aspects of a sales opportunity within the sales cycle
40.6 Ability to store following details pertaining to opportunities (but not limited to) :
Opportunity Name, Stage, Size, Account ID, Location, Key Contacts for the
opportunity and their role in the opportunity (Key influencer, stakeholder, key
decision maker), Win Probability, Competition against the opportunity, Likely closure
date, Quotes, Interaction History, Opportunity Creator
40.7 Aggregate set of tasks that need to be performed to close the opportunity
40.8 Ability to store task name, priority task, date, assignee details pertaining to
opportunities
40.9 Ability to view tasks open beyond the specified closure date
40.10 Support auto escalation in case the opportunity does not get closed before closure
date
40.11 Ability to support workflow for price approval of opportunity

188
40.12 The system shall provide an interface for quotation
40.13 Consolidated price for the opportunity
40.14 Line item wise price for the opportunity
40.15 Ability to store multiple prices against an opportunity but only one active price. The
Account Managers shall be able to view the active price only. Only restricted users
capable of modifying price.
40.16 Ability to support client information flags highlighting important client issues visible
to users at the opportunity level
40.17 Ability to identify lead or prospect sources
40.18 Advanced lead management capabilities, including manual lead creation; wizard for
importing leads; wizard for creating HTML to set up lead capture on Web site;
supports lead assignment regardless of creation method; supports splitting leads at
time of import to give high-performing reps or reps with empty lead queues a
greater percentage of the leads
40.19 Supports converting leads to opportunities by storing leads on separate tab to avoid
cluttering the accounts and opportunity databases, including tool or button for
converting a lead to an opportunity; system supports mass lead reassignment.
40.20 Ability to record multiple sources per lead or prospect
40.21 Ability to sort lead or prospects by type of opportunity
40.22 Ability to rate leads, prospects or opportunities as part of the qualification process
40.23 Ability to approve or reject opportunities before distribution to the field
40.24 Ability to modify contacts associated with an opportunity
40.25 Provide automatic de-duplication of new lead or prospects
40.26 Ability to attach files against an lead, opportunity and quote
40.27 Ability to download sales prospects, opportunities to field sales reps and channel
partners
40.28 Ability to route opportunities based on source e.g. campaign, purchased list etc.
40.29 Automatically assign opportunities based on pre-defined criteria to sales personnel
40.30 Provide automated distribution of lead or prospects through rule based territory
definitions
40.31 Identify and assign the primary sales representative to an opportunity
40.32 Ability to link and view opportunities being pursued simultaneously by all sales
channels per prospect/customer
40.33 Ability to record a history of all sales actions for each opportunity
40.34 Provide automatic fulfillment triggers based on completion of specific activities in the
opportunity management process
40.35 Ability to integrate opportunity activities in a calendaring and scheduling system.
40.36 Ability to link incoming lead or prospects to a marketing campaign
40.37 Ability to link incoming lead or prospects to a product line, customer segment
40.38 Ability to link lead or prospects to a concurrent or existing opportunity
40.39 Online view of activity history for an opportunity
40.40 Ability to reassign an opportunity from one sales rep to another
40.41 Ability to define triggers for contact or follow-up activity on a prospect
40.42 Ability to record preferences (e.g. right time to call etc.) for prospects

189
40.43 Ability to track revenue from prospects who have converted into customers for a
defined time period
40.44 Ability to create multiple tasks and attach to lead, opportunity and quote and track
individual tasks independently. Task can be for approval or for feasibility etc.
40.45 Ability to validate and score leads through logical rules to score and bucket leads.
40.46 Supports multiple approaches to assigning and routing leads, distribute leads, ensure
lead acceptance, and handle leads that are not accepted within user-defined
thresholds
40.47 Ability to manage leads with partner organizations
40.48 Ability to define and execute campaign based on multiple parameters like channel of
execution, account details and likely success of campaign
40.49 Ability to define campaign based on product offerings
40.50 Ability to support campaign creation based on customer segment
40.51 Ability to convert sales leads to opportunities, track sales opportunities, including
features like competitive information and win/loss reasons
40.52 Ability to define forecast based on multiple parameters / levels and track the
performance of the same
40.53 Ability to track the changes done to the forecast records and have ability to provide
alerts in case the forecast is not met or variations is more than the predefined limit
40.54 Ability to forecast and manage the sales pipeline with options to provide roll-up at
multiple levels (for e.g. by circle, by product etc.)
40.55 Ability to define quota for sales team and track the performance of the same
40.56 Qualifying opportunities using both subjective and objective scores on multiple
parameters
40.57 Ability to set-up pre-defined workflow and task / activity plan creation to complete
the opportunity qualification
40.58 Credit rating and management process for the opportunity. For e.g. availability of
Credit Rating form, entire workflow for credit rating and approval
40.59 Opportunity approval mechanism at multiple levels with tracking and auditing
functionality
40.60 Ability to capture non-standard requirements at opportunity level and also support
customized process (for e.g. RFI and RFP)
40.61 Ability to have different sales processes based on customer segments. For e.g.
National Accounts, Regional Accounts, etc.
40.62 Ability to capture detailed information on win / loss opportunity and trigger post
mortem analysis based on predefined criteria
40.63 Support for managing sales teams and territories through sophisticated team and
territory management, including territory assignment to groups outside
organizational hierarchy; all groups automatically carry over to forecasts and
reports; supports automatic territory grouping by characteristics, such as industry or
product line; allows users to manage territories, including territory realignment
40.64 Support for tracking deals, including deal details; competitor information; and
automatic tracking of changes to a deal, including changes to deal size, product mix,
and expected close dates.
41 Order capture and management
41.1 Ability to generate quote(s) for a customer and an opportunity.
41.2 Ability to maintain quote templates

190
41.3 Ability to store multiple versions of quotes
41.4 Copy selected lines from quote
41.5 Ability to add Text or comments for a quote and for a quote line item
41.6 Ability to link a quote to a contact, account or opportunity and sales rep
41.7 Ability to create quotes as per the account agreement
41.8 Describe automated, one click Order creation from quotes after customer
acceptance, by avoiding data duplication and data reenter
41.9 ability to submit order from quote from different devices like mobile phones, tablets,
etc
41.10 Ability to initiate automatic multiple orders through simple order generation process
(multi-line).
41.11 Ability to speed new order entry for existing customer. Describe how system doesn’t
need reentering of customer data and how key information gets populated in system
41.12 Ability to search for contacts, accounts, or leads and effectively manage sales
activities.
41.13 Ability to effectively manage communications like email, SMS, calls
41.14 Ability to effectively manage salesperson calendars
41.15 Support account management functionalities such as - account hierarchy, capturing
of account details, assign account team members with different responsibilities,
capture of competitor information at account level
41.16 Ability to capture various contacts for the account/opportunity, their respective roles
in the account/opportunity, contact mapping and contact hierarchy
41.17 Ability to capture relevant information about B2B customers
41.18 Ability to offer sales through multiple options such as - channel partners for SMB
accounts, Systems Implementation (SI) partners for specific deals, wholesale partner
for M2M offerings/deals, revenue sharing partners, Over The Top (OTP) players etc.
in addition to regular direct sales team
41.19 Ability to create product configuration and validation rules for accurate quote and
product offering including capturing of non-standard quote requirements
41.20 Ability to create product bundles, offer plan and develop validation rules
41.21 Ability to track exception to the standard pricing or discount and audit trail the
changes done to the quote
41.22 Ability to create duplicate quotes or create different scenarios for same opportunity
41.23 Ability to apply discounting rules based on various parameters for e.g. volume,
percentage or absolute number etc. including multi-level approval mechanism
41.24 Activity plan/ task list creation for the quote, including activities like feasibility check,
detailed technical design, blocking of capacity etc.
41.25 Ability to include team members with different responsibilities for the quote
41.26 Ability to update the forecast based on the quote status
41.27 Ability to create pre-defined proposal templates and mail merge capability for
developing standard response
41.28 Ability to have detailed workflow for the contract approval and tracking of the same
41.29 Ability to capture detailed Line item level SLA and Contractual terms for the
quote/opportunity
41.30 Ability to associate documents (proposal, contract) with opportunity/order

191
41.31 Ability to have predefined notification for the expiring contracts
41.32 Ability to support the contract renewal process
41.33 Ability to integrate with document management systems for document versioning
and configuration management
41.34 Ability to support the contract cancellation, contract termination process
41.35 Ability to have visibility of key account information to field sales representative
41.36 Ability to capture or update opportunity information using handheld / mobile devices
or in disconnected manner
41.37 Ability to retrieve information about existing customer orders, quotes, leads,
opportunities, etc.

42 Order Management
42.1 Capability for new order and change order capture and validate before submission
for implementation
42.2 Ability to support different types of orders like New, modify, update, cancel, partial
activation of the order & starting of billing
42.3 Ability to handle end-to-end order management right from order capture to order
fulfillment
42.4 Ability to track the status of order / order line items and update customer as needed
over preferred communication channels
42.5 Ability to provide the expected date for service to be ready for order line items based
on multiple pre-defined criteria
42.6 Visibility of customer assets for each order line item (e.g. circuit ID)
42.7 Ability to capture different types of charges such as – one-time charges, recurring /
non-recurring charges etc.
42.8 Integration of order management across web, retail and selfcare channels to enable
consistent experience across products and systems. This includes activation and
deactivation options between web and retail touch points
42.9 Feature to upload document proofs should be available during customer onboarding
journey.
42.10 Customized ordering and fulfillment functions made available to enterprise
customers through touch points
42.11 Integration with campaign and offer presentment for closed-loop marketing
measurement
42.12 Online visibility of order status for customer, sales and service channel during order
processing. Online order capture and related validation support.
42.13 Store customer preference for payment options for orders (including all forms of
valid electronic payment and e-cash)
42.14 Fulfillment options automatically determined across enterprise touch points based on
value
42.15 Ability to assign product / service to the customer after order fulfillment
42.16 Ability to attach Product Bundle to the customer (to specify installation of VAS, Bill
Plan, Discounts as part of a bundle to a customer)
42.17 Ability to activate workflow for Customer Activation
42.18 Ability to perform credit rating before activation of a new customer
42.19 Ability to temporarily activate new customer services which are defined as credit
192
 check not required, till credit rating is completed
42.20 Provision for revocation of the temporary activation in case the customer fails to
achieve the required credit score
42.21 Provision for customer class assignment at time of activation and alter the same
based upon usage and age on network.
42.22 Provision for Batch Activation/Deactivation for all type of provisioning.
42.23 Bulk data, Order details loading through soft copy
42.24 Self-activation and Provisioning through web & audit trail of the same.
42.25 Provision for capture of service activation/deactivation requests for the
activation/de-activation of a service for a customer
42.26 Provision for closure of activation/de-activation requests after the new
customer/service is activated/terminated
42.27 Provision for generation of Work Orders from activation/de-activation for the manual
tasks assignment and tracking of the same
42.28 Provision for closure of Work Orders after the relevant activity is completed
42.29 Provision for tracking all manual and automatic activities
42.30 Ability for customers to add, change or remove service through alternate sales
channels such as an IVR, web-site, e-mail, mobile app, social media with proper
security screening.
42.31 Ability to provide access to the Product Profile to select appropriate products and
services for the customer and to advise on costs, packages, bundles etc.
42.32 Ability to receive Service Order status information from Service Provisioning.
42.33 Ability to close orders directly from CRM (e.g. Order was raised in error)
42.34 Ability to record security deposit at time of sale.
42.35 Ability to initiate, remove or modify pending orders.
42.36 Ability to track the reasons for customer cancellations of services or products.
42.37 Access to order management system to be made available over the web to channel
partners (sub-dealers)
42.38 Ability to capture and monitor turnaround times
42.39 Ability to Decompose the order so that the provisioning systems can accept the
orders
42.40 Ability to provide workflows to handle all Order Types like New, Disconnection,
Suspend etc
42.41 Light weight change order to track changes directly done by channels
42.42 Unlimited number of flexible attributes to capture information relevant to order
based on type, sub-type etc.
42.43 Capture order on the customer as well as subscriber level
42.44 A batch process shall be provided in order to enable creating bulk orders and service
requests in the CRM database.
42.45 CRM to expose a service for order capture/update from external systems
42.46 Ability to quickly identify open / closed requests for the customer and link to new
request if required.
42.47 Ability to confirm to customer on the provisioning / activation of services/offers
taken by customer in real-time
42.48 Describe how system supports concept of Central product catalog to manage offers
193
 during different stages like sales, order, assigned products for enterprise users
42.49 Ability to accept feed of eligibility and compatibility rules from central product
repository.
42.50 Interface to be made available for self-service channels to source product data and
rules feed from CRM
42.51 Add business rules to restrict adding mandatory features in CRM for product/services
thus reducing conflicts
42.52 System to ensure that compatibility exists between services, handset, accessories
etc
42.53 Support handset/CPE bundles
42.54 Generic Business rules evaluation engine with scripting language support for rule
definitions
42.55 Robust Rules evaluation engine for eligibility and compatibility
42.56 Help features and options for each configurable product highlighting features and
options available in the product. (Eg- CUG)
42.57 The system shall provide for an indicative base price depending upon the product
configuration selected by the user
42.58 The system shall be capable to enforce business rules that disallow selection of
certain products/ product families.
42.59 Ability to establish business rules that allow for displaying of complimentary product
items to facilitate cross selling
42.60 System shall get the updated information from the Product Catalogue, which is
expected to capture product structure, entities and product validation rules
42.61 Ability to be able to integrate with centralized product repository to get feed for
product data and eligibility and compatibility rules
42.62 Be able to accept incremental product data feed from central product repository and
store as per product data model defined and synchronize data with central product
repository
42.63 Ability to support single CRM, Sales, Product Configuration and ordering system for
all customer types like enterprise all sales channels like CSR, web, Social Meadia
,etc. and all LOBs.
42.64 System to support configurable definition of products, tariff plans, promotions, VAS
services etc. managed in single application
42.65 Products to be organized by line of business and drill downs to be made available.
Ability to provide Product and pricing Model to mimic the sales view of the products
42.66 Configurable UI , product configuration , product connections screens on all sales
channels
42.67 User interface for the user to easily modify/delete components of the configured
product
42.68 Provision to select components from LOVs for product configuration
42.69 Ability to support configurable business process for all sales channels and products
42.70 The system shall be capable to enforce business rules that require bundling of
certain products
42.71 Ability to support Product Configuration with customer friendly description and
channel specific description (e.g. short description for SMS, USSD etc.)
42.72 Ability to support product pricing and list pricing
42.73 System generated options for product selection
194
42.74 Allow entry of user defined configuration characteristics eg- Primary Contact Person
etc.
42.75 Ability to support Win back
42.76 Sales Quota Management
42.77 Ability to assign quotas to sales personnel
42.78 Ability to support multiple quotas
42.79 Maintain sales quotas by team
42.80 Maintain sales quotas by territories
42.81 Analyze and report on performance of sales rep / team against quota and link
conclusions to incentive management programs
42.82 Ability to link sales quota with overall pipeline information
42.83 Ability for robust territory assignment and management functionality specially for
SME customer base
42.84 Ability to define and track territory performance parameters
42.85 Ability to re-align territories based on changes in the sales organization or for any
other changes like changes in the market
42.86 Robust audit trail functionalities to manage and report the changes done in the
territory
43 Payment management: At present in BSNL PMS is different for different LOB's. As
part of new CDR project these are to be unified and following is expected:
43.1 The Payment Management System would act as a repository for all the records
generated by the associated systems for receiving payments from customers or
prospective customers. It will essentially be acting as the mediation between the
collection channels and the invoicing systems.
43.2 The PMS is expected to become the master system for TR collection for all services
provided from all the systems as defined in section 3 across BSNL replacing all the
existing payment interfacing systems. The PMS should also enable to collection of
other payments.
43.3 The Payment Management System will maintain all the records due for payment
through the PMS concerned and would interface with all the Payment Channels in
operation in BSNL. It should also be capable of dealing with all the existing and
future modes of payment of BSNL invoices.
43.4 Each Role to have a configurable amount of authorization for Adjustments, waiver for
the day and for one transaction. Any amount higher than this shall automatically
trigger an approval workflow.
43.5 Ability to accept payment from all modes cash, Cheque, Credit card, Debit card, ITZ
cash card, e cash, etc.
43.6 Denomination screen to accepting cash payments and auto calculate balance amount
43.7 Entity based reporting for all payments processed
43.8 Robust mechanism for posting payment to Billing and financial system, with retry
facility
43.9 Integration with third party payment gateway including CSR payments, Post Offices,
Banks, e-seva, ECS, Electronic Fund Transfer, Credit Card, EBPP, Bill Junction, Bill
Desk, Franchisee, Kiosk, ATM, IVRS, Web, and all other new payment channels like
BHIM etc.
43.10 batch for loading Payment and adjustment
43.11 Should support billing management systems to perform adjustment on the Account

195
 level as well as subscriber level. Adjustment can be on a charge, on an invoice
amount or on the account
43.12 Ability to store Standing Instructions for the customer payment (credit card no., exp
date etc – limitations if any on maximum no’s of card details that can be stored in
CRM)
43.13 BSNL has agreements with external agencies like Post Offices, Banks, E-seva
organization etc for Telecom bill collections through their systems on the basis of
payment of commission at the prescribed rates or otherwise. The commission rates
are dependent upon each agreement and may vary from agency to agency. The
system should have the capability to generate the necessary reports on commission
to be paid.
43.14 The system will provide the Bank Reconciliation capabilities in respect of Cheques
received and deposited in BSNL collection bank accounts
43.15 Every payment hitting the PMS should be verified for any collection/dunning action
initiated owing to non-settlement of dues.
43.16 All the online payments shall be posted to Billing only after reconciliation.
43.17 It should support for uploading of text files.
43.18 It shall be possible to generate a daily list from the system at different levels like
Zone-wise, Circle-wise, SSA / District – wise, CSC wise. The daily list is a record
which gives the amount received for each on-line counter for all types of payment
modes i.e. cash, draft, cheque and others. The system shall provide a utility to the
AO of each circle/SSA to tally the money received from each cash counter with the
amounts in the data base and then close the transactions for the day for further
processing by the system for accounting purposes.

44 Proactive care
44.1 The solution shall use a real-time customer context map to understand the correct
timing and likely outcome of proactive recommendations.
44.2 Customer recommendations shall be driven by an always up to date, real time
context map of that specific customer’s facts and derived concepts
44.3 The solution shall be able to detect patterns in the customer's behavior to anticipate
their action, such as a worsening payer patter to anticipate missing a bill payment
44.4 The solution shall be able to anticipate that the customer will dispute bill overage,
and automatically resolve the issue based on corporate policies. For example,
reverse the overage charge for a high value customer and send a notification for a
non-high value customer
44.5 The solution shall provide a configurable library of call reasons, e.g. billing related,
device related, network related, etc.
44.6 The solution shall prevent the system to send the right offer – but at the wrong time
44.7 The customer context map, decision & recommendation rules, and recommendation
policies shall be pre-configured for the telecommunication industry
44.8 The customer events and context map pre-defined with the solution specifically for
the telecommunications industry shall be listed
44.9 The solution shall be able to pull in sources in real-time from other systems,
including CRM, billing credit score, market segment, in order to manage the real
time context map of the customer, against which recommendations can be targeted
44.10 The solution shall create recommendations for a "segment of one" rather than a
broad, segment based recommendation
44.11 The solution shall be able to execute the recommendations across multiple channels
196
 such as self-service and contact centers
44.12 System shall be able to capture and store detailed subscriber events chronologically
as received from the CRM Systems.
44.13 System shall be able to capture and store detailed subscriber events chronologically
as received from the Billing Systems.
44.14 System shall be able to capture and store detailed subscriber events chronologically
as received from the Ordering Systems.
44.15 System shall be able to extract subscriber self-service interaction content and/or
analytics from the systems such as (but not limited to),
44.15.1 IVR Interaction & Choice interaction,
44.15.2 Webpage Interaction (Click Thru)
44.16 The solution shall be able to ingest events into a common structure based on pre-
defined mapping
44.17 The solution shall update the subscriber context in real-time based on the ingested
events
44.18 System shall be able to maintain subscriber context (with a chronological map of
past events), accurately assimilate new subscriber events, and update in real-time
subscriber service concepts (high level business concepts) to enable a
comprehensive, chronologically updated profile per each subscriber
44.19 System shall have deep integration with the business policy engine to ensure in-
context invocation (with all subscriber associated data) and real-time execution of
Rules (Concepts, Observations).
44.20 After events are ingested into the subscriber context map, system shall be able to
compute high level concepts based on the assimilated events, in real-time
44.21 System shall be able to draw new/updated observations for the subscriber based on
the assimilated event/s, re-computed concepts, and associated rules
44.22 System shall enable rapid deployment of tracking new events (e.g. expanding scope
of event assimilation into other areas like Retail, Ordering), with minimum downtime
44.23 System shall enable business analysts to manage, monitor, and configure the full set
of business policies (active and inactive) and associated data in the system through
a “business user” interface, so that any operational change against any of the
policies can be easily implemented with minimal need for coding or downtime
44.24 System shall enable real-time Rule creation (including Condition statements &
associated success/ failure Actions) through cloning existing Rules
44.25 System shall provide a highly available & scalable Rules engine which can assimilate
new Rules (in real-time), associate input data for those rules, and churn out actions
without significant impact on performance
44.26 For each configured Policy targeting a recommendation or resolution, system shall
allow for notification & policy computation against specific ‘Trigger Events’ (driven by
associated change in subscriber attributes)
44.27 The system shall be able to identify associated Recommendation/Action: System
shall be able to identify the associated action that needs to be taken (such as
notification only, notification + action, action only), based on the identified known
issue / recommendation opportunity for the subscriber
44.28 System shall be able to invoke in-context (with all associated subscriber data),
relevant pre-configured policies from the set of possible pre-defined policies, based
on the observation made (by the customer's change in experience, attributes)
44.29 Based on computation of the business policy, system shall be able to identify if the
subscriber is affected by any known issue / has an opportunity for an
197
 recommendation
44.30 The solution shall be able to pre-emptively detect and fix the customer issue to shed
the call from the contact center
44.31 If the customer has just discovered the problem, the solution shall be able to deflect
their potential contact center call through self-service guidance
44.32 If the customer ends up calling the contact center, The solution shall be able to
guide the agent by presenting the "top reason for customer's call", as well as guide
the agent to fix the issue
44.33 The solution shall provide a single workbench for business analysts to configure rules
and policies for managing proactive care and recommendations
44.34 For a subscriber affected by a given known issue, system shall be able to identify the
subscriber’s likelihood to escalate in response to a particular proactive
recommendation (proactive backfire)
44.35 System shall continuously run behavioral interpretation of historical actions
(escalations) of subscribers to maintain an up to date escalation profile of
subscribers

44.36 The real time context map shall enable personalization of notifications. System shall
enable subscriber centric / personalized notifications, by embedding subscriber
details from the real-time context map directly into the notifications
44.37 Self Service Touch Point Presence: System shall support self service capabilities
across the following areas
a. Tablet Touch Point
b. Device Touch Point
c. Web Touch Point
d. Mobile Touch Point
45 CRM Requirements specifically for Enterprise Business LOB (Line of
Business)
CRM SALES REQUIREMENTS
45.1 GENERIC
45.1.1 The system should support provision for the following channels through which a
prospect can approach BSNL – Own service centers, Channel Partners, Call center,
Web, BSNL salespersons, Partners salespersons, Social Media, etc.
A) System Security
a. The system should allow the additions of Sales / Account Managers / users with
their respectiveroles based on geographical location.
b. User ID's/passwords need to be assigned to the users by the Administrator for
security purposes.
c. The Administrator should be able to remove any sales user from the list of Sales
Users anddeactivate his User ID.
d. The sales / Account users should be able to add leads/opportunities/orders
across all products of all LOBs forEnterprise customers.
e. The hierarchy in the sales / Account manager’s tree should be up to the level of
the salesman.
f. There should be a provision for difference between the retail and corporate sales
users based onsegmented Sales account planning
g. The system should provide performance monitoring of individual sales managers
and partners.

198
 h. The system should allow the sales administrator to determine what information
is visible to salesusers.
i. The system should allow the sales administrator to review and analyze sales
activities to measureperformance of sales users.

45.2 NEW LEAD/OPPORTUNITY

45.2.1 Creation:
a. The system should allow creation of leads/opportunities by capturing all
requirements.
b. The system should allow associating opportunities with the following:
 Products
 Customers / Prospects
 In case of new lead, the Sales User should be able to enter the details of the
customer.
 Required information needs to be captured in the lead/opportunity page
 It should allow contacts to be created for each prospect with classification of
role in relation to theinfluencer or decision maker.
 The Sales User should be able to make notes about the Lead/Opportunity and
attach them with thelead/opportunity.
 There should be a provision of attaching the soft copies of documents with the
leads/opportunities.
 The Sales User should be able to list the documents submitted by the user.
 The Sales User should be able to assign priority to leads.
 The system should provide feature to capture the information regarding
competitors for theprospect.
 It should allow the import of customer/Lead information from marketing
firms/departments.
 The name of account manager should also be attached at the time of
capturing the lead.
 At the time of capturing a new lead/opportunity, there should be a way of
identifying if the prospectis a defaulter, the system should have the capability
to check the existing data with a combination ofsearch parameters.
45.2.2 Monitoring: The system should support monitoring of leads end-to-end from
response receipt toconversion.
45.2.3 Prospecting: The system should support segmenting data to view prospects.
45.2.4 All existing & proposed mechanisms to capture customer leads are to be
integrated and data shouldflow directly to the concerned manager without any
time delay.

45.3 LEAD/OPPORTUNITY ASSIGNMENT

45.3.1 It should allow making a sales/account team and making it responsible for
managing sales toprospects assigned to them.
45.3.2 The sales user should be able to assign the lead to a sales rep or a sales team
AND/OR Partner salesteam.
45.3.3 It should allow selection of Sales/Account representatives on the basis of given
attributes.(e.g.Product, Technical skills, prior experience, Geographical based,
etc).
199
 45.3.4 The representative/team should be able to access the leads / opportunities
assigned to him. Heshould get notification regarding the same.
45.3.5 The System should have the functionality where in the sales representative can
reject or turn backthe lead assigned to him.
45.3.6 The sales user should be able to turn back a lead assigned to him in case he is
not the right personto handle it.
45.3.7 The sales user should be also able to reject a lead on failure of document
validation or feasibilitycheck.
45.3.8 The sales user should be able to give reasons for rejection or turn back of the
lead.
45.3.9 The system should provide the list of products with their respective tariffs
which can be sold to thecustomer
45.3.10 The system should be able to identify the feasibility of the order / solution
before capturing the order.
45.3.11 In the case of an existing lead/opportunity or customer the queries for new
products/services shouldalso be directed to the same sales representative or
the sales team who captured the lead
45.3.12 It should be possible to define separate/ exclusive group of partners for
Different lines of Business.
45.3.13 The system should,
1. Support assignment of leads to individuals - create, modify, accept and close
leads
2. Ensure that no business lead slips through the gaps and is being directed
towards the sales teamwithout any fail
45.4 QUOTE MANAGEMENT
45.4.1 The Sales User should be able to create a quote for the prospect / opportunity.
45.4.2 The Sales User should be able to create an order for services when the
customer decides to buy.
45.4.3 The system shall allow for complex product offering based quotation and
proposal preparation basedon feasibility of services.
45.4.4 The system shall allow Sales Managers to create approval cycles for quotation
preparation andsubmission
45.4.5 Conversion of responses to opportunities, accounts, and leads.
45.4.6 The system shall provide the
 Quote preparation and Approval workflows across various organizationentities
for enterprise business.
 Capture of key deal or opportunity information (e.g. contact information,
product mix, dates)
 Custom-defined stages for opportunity progress to be defined and captured
45.4.7 Monitor progress of individual opportunity end to end
45.4.8 Identify opportunities where progress has stopped to enable action
45.4.9 Sales team productivity should be managed based on:
 From National perspective to an individual perspective
 Real time monitoring of custom-defined performance indicators
 Comparison of performance with targets / plan

200
 45.4.10 Custom workflow rules with triggers based on any business event or period of
time
45.4.11 Tracking of competitors, key reasons for winning or losing deals
45.4.12 Create and configure sales territories and quotas associated with salespersons
45.4.13 The system should be able to support creation of quotes for an opportunity and
maintain multipleversions of these.
45.4.14 The system should be able to support creation of proposals for an opportunity
basis standard
45.4.15 template which includes BSNL specific information & captures data from a
quote.
45.4.16 It should be possible to either print or email these proposals to a customer
from within the system itself

45.5 LEAD/OPPORTUNITY SEARCH

45.5.1 The Sales user should be able to search existing leads/customers on the basis
of search parameters.
45.5.2 The system should serve the purpose of tracing and maintaining the History of
communicationsbetween customer and Sales staff.
45.5.3 The system should be able to provide a 360 degree view of the customer.
45.5.4 When the sales user searches an existing lead or customer he should be able to
view all theproducts/services that the customer has already bought.
45.6 ACCOUNT MANAGEMENT: The system should have the capability to
45.6.1 Manage contacts & accounts
45.6.2 Management of tasks, phone calls, e-mail, appointments etc
45.6.3 Ability to add, track, edit relationships between contacts, accounts & suppliers
45.6.4 Tracking of maintenance contracts and renewal notification
45.6.5 The account mapping and planning
45.6.6 Key account information to be captured - Telecom spend details, competitor
presence, location
45.6.7 Connectivity status, key people on customer side with contact details etc
45.6.8 Customer interaction information to be captured on an ongoing basis (meeting
minutes etc.) –
45.6.9 Entire history of customer to be accessible
45.6.10 Customer specific document management (National contracts, proposals,
specific rate agreements, etc.)
45.6.11 National and local views of account to be available
45.6.12 Account strategy and forward activity planning

45.7 PIPELINE MANAGEMENT: The system should have the capability to

45.7.1 Reports around stage of opportunity, anticipated revenue and neglected leads
45.7.2 Pipeline visibility for the entire team, top to bottom
45.7.3 Other parameters to be monitored like
 Win ratios per Regional Manager, per product etc

201
  Time taken for crossing each sales stage (feasibility, approvals etc.)
 Top Reasons for loss of opportunities
 Support requisitions from various levels in the organization
 Analysis of deals won / lost at individual or aggregate level
 Quota Management: Track sales opportunities, goal attainment
 Forecasting: Individual or roll-up forecasting
 Basis the existing pipeline and historical trending, project sales for the next
month / quarter and soon with reasonable accuracy
 Forecasting to be on multiple dimensions as tracked by business e.g. product
wise, dimension(revenue / activations) wise and so on
45.8 OPPORTUNITY WORKFLOW: The system should have the capability to
45.8.1 Case routing: Deploy rules and escalations to ensure proper case handling
45.8.2 Activity creation & assignment: Automatically create and assign activities to
particular users orqueues
45.8.3 External callouts: Leverage external systems and third-party applications in the
service lifecycle.
45.9 SALES PRODUCTIVITY: The system should have the capability to
45.9.1 Search & find: Search accounts, contacts, opportunities and any other entity in
database
45.9.2 Integration with MS office: Document creation, document templates, import /
export & mail-mergecapabilities
45.9.3 Mobility: Extend functionality both offline and through mobile devices

45.10 WEB SALES: The system should allow sales over web with the following features:
45.10.1 Availability of on-line product catalogs for enterprise business offerings
45.10.2 Search tools
45.10.3 Product comparison facilities based on user specifications
45.10.4 Personalization
45.10.5 Creation of leads and ability to track the same
45.11 OTHER SALES REQUIREMENTS
45.11.1 The Sales user should be allowed selection of only valid combination of products
from the catalog/products page.
45.11.2 Guided selling for bundled products within BSNL and with Partner products.
45.11.3 Complex shopping carts and checkout flows optimized for subscriptions and
bundles
45.11.4 Advanced cross-selling capabilities through automated accessory compatibility
matching
45.11.5 In case of invalid combination, the system should give a warning to the user.
45.11.6 The System should be able to give the number of leads converted to customers
for a given timeframe.
45.11.7 It should be possible to associate each lead/customer with the point where the
service was issued.
45.11.8 Each customer should be traceable to the point where service was issued.

202
45.11.9 The system should have the provision of sending notifications to the
prospect/customer and it shouldhave the provision of providing information on
the status of lead to the prospect at every stage.
45.11.10 The CRM system should be capable of implementing organization workflows.
45.11.11 The system should provide feature of escalation, where in Manager should get
notified ifrepresentative has not worked on the lead / opportunity within
specified time.
45.11.12 If a Sales Rep is not able to work on a lead or is facing some issue he should be
able to report it tohis sales manager via e-mail or some notification.
45.11.13 The system should be able to arrange the prospects /customers into groups
based on some definedattributes.
45.11.14 The system should allow for segmentation of enterprise customers. It should
allow segment indicesto be defined and used to classify prospects based on
enterprise business segment.
45.11.15 The users should be able to access the system using thin client / industry
standard browser.
45.11.16 To assign sales targets to customer and products and track sales rep
performance based on actualversus targets.
45.11.17 To create, read, and edit information on which sales / account rep is responsible
for which account.
45.11.18 To manage requests for literature/documentation so that reps can access
information in a timelymanner.
45.11.19 To create detailed sale rep profiling reports by role so that performance can be
tracked andcommissions distributed as necessary.
45.11.20 To create reports detailing sales rep performance so that sales contests and
incentives for internalsales staff can be designed.
45.11.21 To create and submit forecasts in terms of win probabilities, product category
wise as well as valuewise to aid better control and monitoring of the corporate
sales process and also to help innetwork planning and purchase planning
45.11.22 To record, view, and edit business customers’ dedicated telecommunication
budgets.
45.11.23 To allow all service personnel to monitor information on proposals and possible
sales.
45.11.24 To have auto-filling of mandatory fields from existing customer information
records.
45.11.25 In case of complex Enterprise services, the system shall allow contract
management tools.
45.11.26 It shall enable specification of the Service Level Agreements and other
conditions that are part of thecontract.
45.11.27 The contract shall be part of the sale and subsequently when service requests
are created for thiscustomer, the system shall help ensuring that contractual
obligations are fulfilled.
45.11.28 Reporting on contract adherence shall also be enabled.
45.11.29 The system should support the close looping of leads & support tracking lead
source effectivenessbasis Campaign mgmt., analysis, segmentation
45.11.30 Qualifying, disqualifying, closing, reactivating, and scoring leads.

CRM MARKETING REQUIREMENTS

203
45.12 KNOWLEDGE MANAGEMENT
45.12.1 Knowledge base: Create, store, and maintain a database of solutions (e.g.
FAQs, diagrams, userguides, customer collateral etc.)
45.12.2 Recommended articles: Access to best practices and solutions for particular
services. Ability toextend externally to customer and suppliers
45.12.3 Sales Collateral: Repository of all information related to all the products &
services offered byEnterprise Division including standard customer
presentations, proposal templates, business casetemplate, pricing DOAs etc.
45.12.4 The proposed Knowledge Management System should provide a unified content
repository for allknowledge management artifacts including presentations, rich
media assets like video files, images,etc.
45.12.5 Delegated knowledge workers should be able to define conversion sets for video
and image files
45.12.6 Business Users should have the option to select which rendition of a video/image
to select forappropriate viewing
45.12.7 The Knowledge Management solution should provide desktop integration with MS
Office and Explorer. In the same way that users are able to store and retrieve
documents through these interfaces theyshould be able to open a template
stored in KM solution, to form the basis of a new documentcreated from the
template.
45.12.8 Knowledge Management solution should enable cross-reference of documents -
it should support bothunidirectional as well as bi-directional linking. This will
facilitate business users to locate relatedcontent more efficiently.
45.12.9 Knowledge Management solution should enable linking of different content items
in a manner that thelatest one supersedes the earlier ones.
45.12.10 Knowledge Management solution should support metadata to be manually
entered as content is enteredinto the system.
45.12.11 Knowledge Management solution should also support metadata to be applied via
a predefined taxonomythrough the use of WebDav
45.12.12 Knowledge Management solution should also support applying of metadata to
content stored based onbusiness rules.
45.12.13 Knowledge Management solution should also support application of metadata
taxonomy based on keywords within the document.
45.12.14 Knowledge Management solution should support powerful search which is both
metadata driven as well asbased on full-text search. It should also support
search within capability for Knowledge Workers tonarrow down on search
results.

45.13 LIST MANAGEMENT & SEGMENTATION

45.13.1 Data query and management: Create lists based on criteria and values;
Ability to cleanse, filter,merge data etc
45.13.2 Activity triggers: Association of list items based on triggers
45.13.3 Data migration: Import / export data across CRM systems

45.14 CAMPAIGN PLANNING AND EXECUTION

45.14.1 Campaign definition: Ability to define multi-stage campaigns and associate with
target lists withinthe CRM system
45.14.2 Product catalogs (linked to SFA): Create price lists, discount lists, groups, and
204
 associate productswith campaigns
45.14.3 Collateral Mgmt: Link, manage and update documents associated with campaign
target
45.14.4 Offer Mgmt.: Rule based offers basis customer information and nature of inquiry
45.14.5 Tasks and activities: Assignment, monitoring and scheduling of tasks and
activities
45.14.6 Budgeting & approvals: Budget definition, tracking and approval process
45.14.7 Campaign Management: Campaign - Ability to create, copy, relate, close, launch
& reactivatecampaigns
45.14.8 Integration with customer intelligence to devise new/innovative product offerings
and campaign list
45.14.9 Ability to design and run various types of campaigns via web, email, SMS, Social
media
45.14.10 Ability to run region wise, customer segment wise campaigns

CRM FIELD SERVICE REQUIREMENTS

45.15 GENERIC REQUIREMENTS
45.15.1 Field Service is to act as an interface between order capture and provisioning for
new orders and service orders requiring technical activities.
45.15.2 Field Service is to act as an interface between support and provisioning for
dockets on complaints and fault resolutions of technical nature.

45.16 SERVICE ORDER GENERATION

45.16.1 Service Order is to be generated in field service for new orders and service
orders requiring technicalactivities.
45.16.2 Service Order is to be generated in field service for dockets on complaints and
fault resolutions oftechnical nature.
45.16.3 The relevant details are to be pushed to provisioning by field service.
45.16.4 Every Service Order generated in Field Service is to be uniquely identified with
an ID.
45.16.5 System should allow for an integrated order entry process to be launched from
within CRM
45.16.6 System should support creation of configurable orders – select a base product &
the add-ons thatare compatible with that products
45.16.7 The system should be able to support creation of orders for enterprise telecom
products.
45.16.8 The system should be able to support entry of MACD operations in an order
45.17 SERVICE ORDER EXECUTION
45.17.1 Field Service must track the status of each activity within a service order passed
to provisioning forexecution.
45.17.2 Field Service must update the status to order capture for all service orders of
new provisioning
45.17.3 Field Service must update the status to support for all service orders concerning
fault and complaintresolution requiring technical intervention.
45.18 SERVICE ORDER CLOSURE

205
45.18.1 Service Order must close only after all the activities required to complete a
service order have beencompleted in provisioning.
45.18.2 Field service must keep track of all the service orders raised for a given
customer.
45.18.3 Field Service must keep track of all the actions taken in a given service order.
45.18.4 Service Orders with the respective status must be visible in the 360 degree
view.
45.18.5 Support personnel must have a visibility to history of all the service orders for a
given customer.

45.19 INTEGRATION REQUIREMENTS

45.19.1 Integration with Order Capture: Service order to be created thro order
capture and the status ofthe same to be updated in order capture
45.19.2 Integration with Support: Service order to be created thro support and the
status of the same tobe updated in order capture
45.19.3 Integration with provisioning: Service orders to be integrated with
provisioning for service orderexecution and status tracking.

45.20 CRM – SERVICE SUPPORT

a) REQUEST CAPTURE
45.20.1 The role of the CRM system is to provide a single window for the customer
services like:
 Complaint Booking Services
 Operating procedures for various facilities
 Complaint booking services working in conjugation with fault repair facility
 Docket Number generation for giving reference to customer
 FAQ /informational request services should be supported (Product & services
details, tariff plans, Promotional schemes etc.).
45.20.2 The proposed Contact Center should be able to integrate existing or future
multimedia such as CTI /IVR, Voice, Web or email.
45.20.3 It should be possible to capture and route requests received from multiple
channels – Call, Web SelfService, Email, SMS, Direct contact, Social Media etc.
45.20.4 It should provide virtual contact center functionality, so that agents can be
geographically dispersed.
45.20.5 Solution shall enable BSNL enterprise business subscriber to make contact with
BSNL contact centreover the web.
45.20.6 It shall be possible for agent to guide the internet user through the Web chat. It
shall be possible forthe agent and subscriber to send and receive documents. It
shall be possible to exchange textmessages between agent and internet user
upon request
45.20.7 All the information associated with the account should be available in a 360
degree Single View sothat when a customer requires status updates, they can be
readily provided
45.20.8 Whenever an existing customer calls, the details should be captured in the Call
Pop Up

206
45.20.9 It should be possible to assign the incoming requests to agents based on various
parameters likeavailability, skill sets, customer category etc.
45.20.10 When an inbound call land on the agent's screen, there should be an online start
up script availableto ensure uniform experience for the customer for common
activities like greeting the customer. Alsofor special occasions the script should
be editable.
45.20.11 Customer Care System shall have the search functionality in the database to
determine whether thecustomer is an existing, former or new customer.
45.20.12 Searches shall be performed through a set of graphical user interface (GUI)
screens
45.20.13 Customer care shall provide functionality to CSR to pass the lead to account
manager for updatingthe existing account information
45.20.14 Categorization of all iterations being held with the customer in Main and Sub
Categories should bepossible. All kinds of requests, Informational, Commercial,
and Complaints should be captured in thesystem
45.20.15 Service complaint management functions like categorization of complaint based
on differentApplications, Access, Billing, Payments, Network error related etc.
45.20.16 The agent should know what options have been selected by the customer at the
IVR so that theagent is better prepared to service the customer. Also if the IVR
has already authenticated thecustomer details ,the same questions should not
be repeated by the agent
45.20.17 Previous call/interaction history of the customer should be available in the
system.
45.20.18 It should be possible to capture the type of customer that has initiated the
request. For example –SMB, Corporate contact, etc. It should be possible to
identify requests from contacts of corporate sothat necessary validations can be
done
45.20.19 The system should have the ability to record complaints with customer
information (like Name,number, Address, Contact no. for this particular case,
Call Back time/Date, Complaint/issue/requesttype etc Plus some additional
details required based on type of Complaint ) in the Call Centre
45.20.20 It should be possible to prioritize requests based on the importance of the
Customer and severity
45.20.21 The agent should be able to capture the coordinates of the prospect who is
calling in a prescribedformat
45.20.22 All Interactions held with the customer should be captured and available.
45.20.23 Reassignment should be possible along with audit trail of assignments
45.20.24 The provision should be there to resubmit the Complaint/docket to same
department and section orto the other department and section if the customer is
not satisfied with proper comments
45.20.25 No of times Docket returned. to same dept/section should be reflected in CRM
against that docket
45.20.26 The system needs to be able to route the docket /case to different Depts based
on the type/subtypeof request/complaint
45.20.27 The system should be able to auto generate a request number that can be given
to customer forfollow up of his request. The same number should also be
available on the IVRS for the customer tobe able to check the status of the
request
45.20.28 The system should be able to automatically alert account managers if there are
a large number ofoccurrences of a particular complaint/fault report across the
207
 branches in a user defined period
45.20.29 Provisioning for over-riding priority shall be provided for important numbers as
well as for complaintstagged “Immediate Attention” at the time of booking
45.20.30 There has to be a provision to capture the reasons for termination and the case
be directed toconcerned persons so that preventive actions could be taken
45.20.31 System should support Customer profile based call handling
45.20.32 System should be able to maintain the updated and detailed status of customer
requests at all times.
45.20.33 System should be able to capture customer satisfaction ratings.
45.20.34 Ability of proactive customer information and support upon systems,
applications, network alerts /alarms.
b) REQUEST PROCESSING
45.20.35 1. Escalation of complaint tickets based on severity and Turn Around Time(TAT).
Configurable TAT based escalationworkflows and matrix.
45.20.36 Manage escalation interfaces with the network trouble ticketing system.
45.20.37 The system shall allow the registration of tickets/dockets for recording and
tracking the resolution ofproblems, complaints or queries raised by customers
45.20.38 It shall be possible to associate tickets/cases with any of the following objects:
 Client Services Portfolio
 Billing group
 Subscribers
 Invoices / Outstandings
 Payments
 Credit Notes / Debit Notes
 Another ticket
45.20.39 The system should store the following information relayed to the ticket:
 The employee assigned to it
 Status
 History of processing and changes
 Additional notes
45.20.40 It shall be possible for system to show how the specific ticket was received. For
example, by phonecall, e-mail, personal visit, request by a BSNL employee etc.
The client or subscriber whoinitiated the tickets shall be recorded and not
allowed to change at a later stage
45.20.41 It shall be possible to determine the list of available ticket reasons.
45.20.42 It shall be possible for administrator to set the list of available tickler subjects
45.20.43 The system shall allow a ticket to be linked to any number of other tickets in
order to display thelinks between problems, which have been outlined in various
tickets.
45.20.44 The system shall allow attachment of an unlimited number of text messages or
notes to any ticketsto describe the gist of the problem or the steps for solving it
etc
45.20.45 The names of the employees who entered each text message as well as the date
and timecorresponding to the message shall be recorded in the system

208
45.20.46 It shall be possible to search for tickets by the words contained in the message
texts
45.20.47 The ticket status shall show the current stage of handling this ticket for example,
the status Open orRunning or Closed.
45.20.48 The processing of the request should be based on the Category / Sub Category
under which therequest falls
45.20.49 The offered system shall allow user to change the ticket status strictly according
to proceduresdefined by BSNL
45.20.50 It shall be possible to store the history for each ticket, which shall contain all
changes of ticketstatus, priority, categories, any change in the employee
responsible for this ticket etc. The date andtime of each change shall also be
logged.
45.20.51 It shall also store the history of links as well as its effective period in the system
for each ticket
45.20.52 It shall be possible for messages to be generated from tickets and
communicated to a number ofparties including – customers, service providers,
dealers and network operators by using anycommunication channel such as fax,
print, email etc.
45.20.53 The system shall allow automatic notification of system users when actions
assigned to ticketsbecome overdue
45.20.54 The agents should be able to receive guidelines for addressing a particular kind
of request based onrequest category / subcategory
45.20.55 In case of docket booking there needs to be a provision to divert a docket to
correct department andsection if it is booked wrongly
45.20.56 In case of termination of services, there should be a provision to capture
whether the Equipment(saymodem) has been returned by the customer
45.20.57 The agents should be able to search the database for informational requests
based on key words,links or any other means
45.20.58 It should be possible to mark some of the fields at the point of request capture
as mandatory, sothat further processing of the request does not happen till this
information is in place
45.20.59 While capturing service requests and complaints it should be possible to retrieve
the equipment/card/service details that the customer possesses. (It should be
possible to ascertain whether the CPEis BSNL owned or customer owned.)
45.20.60 It should be able to capture the details of the request placed by customer in a
free text format
45.20.61 The system should be able to suggest Solutions based on category of the
request or any othercriteria that the user can input
45.20.62 Both Inbound & Outbound Customer Care required and both should have access
to solution andtroubleshooting libraries.
45.20.63 For complaints which require troubleshooting the inbound agent first should try
to resolve the issue;else the Case is generated & escalated to Outbound agent
based on certain parameters getsescalated/allocated to outbound agent.
45.20.64 Knowledge Repository/Solution Library needed for Solutions Management
45.20.65 The system should be able to track all solutions that have been Both successful
&failed to provide aresolution for an issue/complaint
45.20.66 Solutions should be ranked e.g. top 10 solutions/resolutions for any given
issue/Complaint
45.20.67 In a scenario when after trouble shooting for a particular issue the agent is not
209
 successful, he/sheshould have the option to retrieve solutions that have worked
in similar kind of a complaint/fault
45.20.68 All forms required to be filled for entertaining new connection or new service or
any other kind ofrequests should be available online to the agents
45.20.69 It should be possible to cater to call back requests, by capturing preferred time
of call and callcoordinates.
45.20.70 A request will involve multiple entities for completing all the steps outlined. It
should be possible toassign these tasks to more than one person or a group of
people for parallel or sequentialcompletion of activities.
45.20.71 It should be possible to relate request based on various criteria and the
establishment of relationsshould not be left purely up to the agent. Some criteria
/ guideline should be provided to the agentfor assigning a relationship
45.20.72 Based on the error messages supplied by the customer it should be possible to
tell the customer thecause of the problem and initiate relevant action
45.20.73 It should be possible to identify at the point of request capture itself whether the
number is under“Non Payment of Bills”, so that no new requests should be
entertained for this number till the timethe bills are cleared.
45.20.74 It should be possible to troubleshoot for simple scenarios by taking the customer
step by stepthrough a set of questions.
45.20.75 Agents should be able to send fax (using auto-fax and if that fails manually),
email or SMS tocustomers, other team members, Supervisors etc
45.20.76 Some of the routine work related notifications should be sent automatically to
the team members
45.20.77 It should be possible to maintain a database of requests that can be queried
based on variouscriteria. Specifically, it should be possible to Capture Requests
for information on New Facilities,Schemes, so that if such facilities are currently
not available with BSNL, decisions can be taken fortheir initiation based on the
volume of requirement
45.20.78 Escalations based on SLAs or the choice of user should be possible for all kinds
of requests. Therequest should stay open till the time the requisite information is
not received from the concernedparty
45.20.79 All information regarding the bills of the customer should be accessible from
CRM
45.20.80 It should be possible to capture the details of the customer along with interest in
a specific product /service and create and assign this interaction as a lead to
designated persons.
45.20.81 The agents should be able to receive detailed feedback on the status of
Customer Requests, so that he/she can provide feedback to the customer
accordingly
45.20.82 It should be possible to book requests, complaints and demand information on
mail for the client
45.20.83 It should be possible to route all mails to a defined authority who will then
reroute the mails basedon mail type
45.20.84 If all the required details are available, the email triggers order capture or SR
and anacknowledgement is sent to the customer.
45.20.85 If the required details are not available, support triggers customer
correspondence either throughemail/SMS or outbound call to gather the details
45.20.86 Logs/ Audit trails should be maintained for both Email/SMS and Chat channel
45.20.87 The system shall have the facility to enables the operators, supervisors,
210
 managers to access themultiple applications on the backend.
45.20.88 There must be a provision for complaint resolution guide in call center for
different types ofcomplaints with potential resolutions
45.20.89 Ability to schedule appointments with the customers
45.20.90 There should be a tight integration with other BSS applications.

C)REQUEST CLOSURE
45.20.91 On completion of the request, there should be an automatic update in the open
request for supportagents. request for outbound calling should be queued at the
outbound desk
45.20.92 The case should be closed only on confirmation by the customer that the issue
has been resolved.
45.20.93 The completed requests should be queued at the outbound calling desk for
making confirmation /intimation calls to customers
45.20.94 Case should be closed only once a confirmation has been received from the
customer that his issuehas been resolved to his satisfaction
45.20.95 All routine updates should be made available at the IVRS. Request Statuses,
number changeannouncements should flow to IVRS as and when these changes
take effect in CRM
45.20.96 It shall be possible to send faults, after subscriber is satisfied about fault
rectification to the faulthistory store

D) REPORTING REQUIREMENTS
45.20.97 Request Status -Status of all Requests within a given timeframe, and the
category, subcategory ofthese requests
45.20.98 Pending with -The time taken for resolution at each level and current area where
the request ispending
45.20.99 Resolution Times -Maximum and minimum resolution times for complaints
registered in a giventimeframe
45.20.100 Category wise -Total number of complaints in a given category / subcategory
within a definedtimeframe
45.20.101 Frequency -Frequency of complaints / requests from a particular service
45.20.102 Area Wise- Total number of complaints in the purview of each area
45.20.103 Request Source- Number and type of requests captured per source in a given
timeframe
45.20.104 Agent Monitoring Reports- Escalation Reports, Agent wise resolution time
reports, SLA adherence
45.20.105 TRAI Reports- Reports based on TRAI regulations e.g. Billing related cases need
to be closed within30 days

45.21 CRM - PRODUCT MANAGEMENT

a) PRODUCT & PRICING

45.21.1 Identify and evaluate new products/services ideas/concepts from various

sources.

211
45.21.2 Product profitability and revenue forecast
45.21.3 Identify target market segments & customer segments
45.21.4 Define positioning, Target groups and USP
45.21.5 Product configuration in the product catalogue and publish in the various
systems like CRM,
45.21.6 Single catalogue management and centralized rules engine
45.21.7 Product description, unit pricing, unit groups, volume discounts, quantity, etc.
45.21.8 The solution should support Product Definition and Management of all LOBs.
45.21.9 System must provide a GUI based toolset for creating products and offerings.
45.21.10 System should allow reuse of product, offering, and attribute definitions. It
should allow for modelsor templates be created to facilitate standard definitions
45.21.11 System should allow for administrators to manage user access enabling the
segregation of roles &permissions for different product management functions
(i.e. defining products vs. pricing,geographical location, etc.)
45.21.12 System should allow users to define business rules for product dependencies,
compatibilities andincompatibilities.
45.21.13 System must support optional and required Offering components and Product
"features".
45.21.14 System must support - partner, channel or customer specific eligibility and
compatibility rules.
45.21.15 System should be able to define product and offerings that are complex in
nature (multi-levelhierarchies, multiple products, product bundling, various pre-
configurations, special rules and pricing,geographical location,etc).
45.21.16 System should support synchronizing product catalog with BSS/OSS systems

45.22 CRM ACCOUNT MANAGEMENT

a) CUSTOMER MANAGEMENT
45.22.1 The System should support the creation of a customer record.
45.22.2 Support for vertical and horizontal hierarchical relationship and should be able to
support customerhaving multiple membership in a hierarchy
45.22.3 System shall support enterprise business oriented accounts and it shall support
the following accounthierarchies
 Multiple levels of account hierarchies.
 Ability to design any level within the hierarchy as a billable entity.
 Ability to assign responsibility for charges to various level of account
structure.
 Ability to configure revenue centre in the account hierarchies.
 Ability to apply discounts on packages across various components of the
account hierarchy.
 Designation of billing hierarchies to reflect any type of organizational
structures of the company.
 System shall provide detailed child-parent relationships in detail with the
target account.
45.22.4 System shall have the capability to organize the customers in billing hierarchies.
Billing hierarchiesmay have subscriber accounts that are self-paying or child /
subordinate (nonpaying / partial payment with threshold), where all thecharges

212
 of such accounts shall be billed to the parent account. All child / subordinate
accounts in onehierarchy shall have the option to have the same billing cycle as
the top level hierarchy
45.22.5 System shall be able to produce summary statements for any customer who is a
member of a billinghierarchy. These summary statements shall be the periodic
bills produced for all customers below theselected customer in the hierarchy.
System shall have the similar provisions for summary statementsas are available
for other bills. It shall be possible to send the summary statements to
singlecustomer contact
45.22.6 The System should support the definition of customer details such as name,
complete addressdetails, credit details and customer category information.
45.22.7 The System should support the customization of BSNL-specific customer
identification numbers/codes with specified formats and population rules.
45.22.8 The System should support the definition of multiple contact information for a
given customer andshould be able to support the allocation of a customer to a
business cycle through manual orautomatic means.
45.22.9 The System should allow the update of customer information and should have
flexibility to allow userto create a back-dated or future dated customer record.
45.22.10 The System should support the creation of a customer account record as part of
a system regulatedworkflow.
45.22.11 The System should support the creation of multiple accounts for a given
customer. The Systemshould support the definition of account details such as
name, complete address details, accounttype and sub-type information.
45.22.12 The System should support the definition of multiple contact information for a
given account.
45.22.13 The System should support the addition of free format information (i.e.
comments) to an accountrecord.
45.22.14 The System should support the definition of service details such as type of
service, quality of serviceand other information.
45.22.15 The System should be able to support the attachment of documents or images
(i.e. customer islinked to a Microsoft word document or a scanned image of the
service contract) with a customerrecord.
45.22.16 The System should support interface for retrieval of documents or images linked
to a customer thatis contained in an external system.
45.22.17 The System should support the addition of free format information (i.e.
comments) to a servicerecord.
45.22.18 The System should allow the update of service information. The System should
allow a user to createa back-dated or future dated service record.
45.22.19 The System should support assigning the type of services that can be defined for
an account,according to its particular account type.
45.22.20 The System should support the definition of types of physical devices that can be
attached to aservice.
45.22.21 The System should support the attachment and de-attachment of devices to a
service through asystem regulated workflow.
45.22.22 The System should record the history of changes associated with a service and
should support viewand query of a service's activation and deactivation history.
The System should support interface witha provisioning system.
45.22.23 The System should allow the transfer of ownership of accounts as well as
services. In this case, theattached services of the accounts will be likewise
transferred. The system should also have flexibilityto support transfer or non-
213
 transfer of charges associated with the account/services.
45.22.24 The System should support the merging of accounts as well.
45.22.25 The System should support the maintenance of comprehensive history
information at all levels.
45.22.26 The System should support the configuration of system change alerts whenever
critical changes aremade (i.e. if a customer's plan is downgraded, an alert is
sent to a revenue assurance personnel).
45.22.27 The destination of the alert, and delivery method, should be configurable.

b) CUSTOMER AGREEMENT OR CONTRACT MANAGEMENT

45.22.28 The System should support the definition of contracts between customers and
BSNL and should beable to reflect the same
45.22.29 The System should support the definition of contract types/ categories and
should be able to supportunique identification codes/numbers for each contract
with effective start, end and effective dates.
45.22.30 The System should integrate the contract with the Discounting functions,
product definition functions(i.e. customized product packages) and usage/rental
functions (e.g. Special Plans).
45.22.31 The System should support the integration of the contract generation and
approval process with asales workflow. The System should support the
automatic renewal or cancellation of a contract. TheSystem should support
multiple contracts for a given customer.
45.22.32 The System should support the generation of contract related reports

c) CUSTOMER HIERARCHIES/COMPLEX ACCOUNT CREATION

45.22.33 The System should support the definition of hierarchical relationships between
customers.
45.22.34 The System should support vertical and horizontal hierarchical relationships and
should be able tosupport a customer having multiple memberships in a
hierarchy.
45.22.35 In case of multiple hierarchy memberships, the System should support the
definition of prioritiesamong the hierarchies
45.22.36 The System should support the update of customer hierarchical relationships
(e.g. customers movingin and out of the hierarchy).
45.22.37 The system should be able to support the transfer of debt/discounts etc within a
hierarchy (e.g. thecharges of fleet accounts are transferred to the corporate
headquarters account).
45.22.38 The System should support the application of a Discount Plan to the downstream
members of acustomer hierarchy (i.e. instead of attaching a package to each
individual customer, it is instead justattached to the master member of the
hierarchy)
d) CUSTOMER SEGMENTATION
45.22.39 Multiple criteria should be available for identification of accounts of strategic
importance. Examplessegmentation on the basis of customer profitability,
revenue ranking, and breadth of services availedetc.
45.22.40 Priority for issues, leads etc. should be decided based on customer category/
segment. Tracking ofthe same should be possible
45.22.41 Customer ranking by revenue, profitability should be available.
214
45.22.42 Planning, Custom campaigns for customers in different service areas should be
possible based onaggregate information from different service areas
e) CRM – Order Entry
45.22.43 Integrated Order Entry solution - The system shall include an integrated order
entry process forvarious types of products, services, places of installation,
geographic area and clients.
45.22.44 The Order Entry process shall be integrated with the CRM workflows.
45.22.45 Integration with BSS - The Order Entry process shall be integrated with other
BSS/OSS systems overintegration layer.
45.22.46 Default Standard Order configuration - The ability to include standard default
telecom orders alreadyconfigured for easier implementation.
45.22.47 Complex Product Configuration: In case of complex products the system shall
provide asophisticated product configuration tool that contain the following
capabilities:
 Rules that exclude certain invalid combinations of options
 Rules that enforce mandatory combination of options where applicable.
 Availability checks that are performed and results displayed for individual
components. Thesecomponents can be both physical and logical.
45.22.48 Order entry to provide mechanism to setup engineering parameters for complex
enterprise solutionorders.
45.22.49 Order creation and history information - The Order Entry process shall contain
functionality tomaintain information and history of orders.
45.22.50 Restrictions by customer type - Ability to assign restrictions based on business
rules by customertype, to control the products/services ordered by each
customer type.
45.22.51 Order priority - Ability for the service representative to assign and display a
priority level, indicatingthe level of care that needs to be given to the order.
45.22.52 Edition of an Order and its impacts - Ability to retrieve and edit a pending order.
45.22.53 Customer dates - Ability to capture the customer’s desired date for installation,
appointment date,testing and service initiation.
45.22.54 Manual override of contract requirements - Ability to indicate manually whether
or not to send acontract associated with an order (ability to override the default
sending).
45.22.55 Order status - Ability to select or update the status of an order (e.g., on hold).
45.22.56 Synchronization of order dates - Ability to allow independent due dates for a
move order with aresource change (disconnection date of the old address shall
not be linked automatically to theconnection date at the new address).
45.22.57 Multiple addresses for one order - Ability to capture multiple addresses for an
order (e.g., installationaddress, Location A, Location B etc, document address).
45.22.58 Billing accounts, billing required information - Ability to capture billing account
and billing informationrequired to bill the product or service.
45.22.59 Order identification - The system shall generate a unique internal order ID. It
shall also be able toreference an internal order ID with several external order
IDs.
45.22.60 Order search criteria - Ability to search and retrieve orders by multiple criteria
(e.g., order referencenumber, project reference number, name).
45.22.61 Data access for products and services - Ability to access the Product Catalogue.

215
45.22.62 Provide information with order status - Provide CSRs, Customers, other entities
with information regarding theorder status. This may be through the OM GUI or
through other applications such as CRM.
45.22.63 Order tracking - Ability to track all information within an order at all task levels.
This may occur usinga GUI interface or an external system.
45.22.64 Order monitoring - Ability to monitor orders by different types of information.
This may begeographical information, order type, resources allocated, etc.
45.22.65 Ability for orders or order components to have dependencies - It may occur that
an order or acomponent of an order can be installed only after the completion of
a previous linked order or acomponent of an order.
45.22.66 Time stamps for all activities - All activities within an order must have a start
and completiontimestamp.
45.22.67 Order cancellation, rejection and amendment - The system shall provide the
capability to cancel theentire order, a line item on an order. Also, the system
shall provide functionality for handling rejectedorders and order amendment.
45.22.68 Release resources when cancelling an order – The system shall provide the
capability to release anyassignments or reservations when cancelling an
order/order item. Release of inventory only afterconfigurable quarantine period.
45.22.69 Notify downstream systems of order cancellation – The system shall provide the
capability to notifyall relevant downstream systems to release resources and
undo updates of cancelled orders/orderitems.
45.22.70 Order cancellation rule definition – The system shall provide the capability to
configure rules aroundorder cancellation, e.g., a completed order cannot be
cancelled.
45.22.71 View orders for amendment - Ability to view all rejected orders for amendment
by priority or state.
45.22.72 View orders rejected by downstream systems - Ability to view order status based
on rejections bydownstream systems (e.g., switch).
45.22.73 Searching for rejected orders by criteria - Ability to sort the rejections by
multiple variables (e.g.,representative, age, order type, product/service,
customer, due date, market segment, priority, etc).
45.22.74 Group rejected orders by rejection type - Ability to group rejected orders
automatically by rejectiontype.
45.22.75 Rejected order distribution - Ability to distribute rejected orders to different
correction groups basedon the type of order, the source of the order, the
location of the customer, etc.
45.22.76 Rejected order notification - Ability to automatically notify the person
responsible for that stage inthe workflow of the rejection based on business
rules (e.g., for a VIP customer, trigger an individualor group who shall notify the
customer of the rejection).
45.22.77 Rejected order status - Ability to see the status of order-related rejections.
45.22.78 Update order status due to rejection - Ability to link the rejection to the order
and update the orderstatus (e.g., put an order on hold).
45.22.79 Managing multiple order amendment - Ability to recycle in batch multiple orders
after correction for aparticular rejection. With this functionality, OM is able to
correct all the orders for which the samerejection occurred (e.g., product-related
rejections).
45.22.80 Internal product catalogue – OMshall include an internal Product Catalogue,
flexible enough to defineproducts and services with their hierarchy of associated
options, dependencies and particularfeatures.
216
45.22.81 Integration with an external legacy system - Ability to interface with a product
catalogue residing inan external system.
45.22.82 Interfaces with external product catalogues – The system must access
information online and inbatch mode.
45.22.83 Products reuse components - Ability to reuse components and products in
multiple commercialpackages.

f) CHANNEL MANAGEMENT

INCENTIVE MANAGEMENT
45.22.84 Sales and service compensation to in house & channel Partner workforce
45.22.85 Channel incentives: Calculate incentives payable to channel partners, across
rating tiers andproducts.
45.22.86 Sales incentives: Ability to align incentives of sales personnel with business
goals
45.22.87 Service incentives: Ability to provide cross-functional incentives to encourage
cooperation
g) INTEGRATION REQUIREMENT
SALES AND SERVICE COMPENSATION
45.22.88 Real time integration with BSNL’s internal IT systems, particularly CRM (for SR
related information),provisioning systems etc. to enable end-to-end customer
mapping
45.22.89 Should enable the sales team to work together
45.22.90 BRMs from different locations need to be able to interact with each other and
work on dealssimultaneously
45.22.91 Tool needs to be available via the Internet for the sales team to be able to
access it from outside theoffice (e.g. client premises)
45.22.92 Linkage with productivity tools like Outlook etc. for smooth working environment
for the BRM
45.22.93 Integration with mobile based applications to enable BRMs to use the tool on the
go to register and interact a customer for any online registration for a new
service or any add-on service.

h) BILLING INTEGRATION
45.22.94 The System should support the flexibility to generate consolidated bill for:
 An entire hierarchy.
 Entire hierarchy excluding pre-selected accounts that will have their own
bill/s generated.
 For a customer in the hierarchy that will include all his downstream
customers
 For selected members of a customer hierarchy
45.22.95 The System should support generation of consolidated reports based on
customer hierarchies
45.22.96 The System should support the logging, management of and resolution of
customer disputes.
45.22.97 The System should manage the entry of disputes on charges (i.e. disputed
rentals, fixed charges andpayment or adjustment amounts).

217
45.22.98 The System should manage the identification/exclusion of specific usage events
or charges asdisputed items. The System should have flexibility to flag disputed
charges for exclusion from debtrecovery/dunning/collection actions/billed
amount.
45.22.99 The System should manage the printing of disputed charges, with a defined
message or label, on acustomer's bill.
45.22.100 The System should support a reverse investigation process wherein a user
examines the customer'sprevious usage/charge history.
45.22.101 The System should alert a defined user or user groups on disputes that have
aged past a definedinterval without any updates. The System should maintain
authorized refund levels per user withflexibility to escalate if the refund amount
exceeds user defined limits.
45.22.102 The System should support having aging of a cancelled disputed charge start
from the time thedispute was resolved (e.g. automatic debt recovery actions,
such as call barring after 7 days of nonpayment,start their count after the
resolution date).
45.22.103 The System should support the cancellation/reversal of a dispute.
i) CUSTOMER SELF SERVICE
GENERAL
45.22.104 System should provide for managing Customer hierarchy. A customer should be
able to manage hisown account hierarchy for enterprise level assignments and
billing groups
45.22.105 System should provide for managing personal Information Management by
subscriber. A customershould be able to manag personal information. Name and
Billing address change should not beallowed.
45.22.106 System should provide for viewing Customer History. A customer must be able
to view histories ofservices, equipment, account status and tariffs.
45.22.107 System should support languages English and Hindi
45.22.108 System should provide for web Based Interactive Service offerings. The self care
software shall beweb based to offer interactive services on the Internet. The
CRM web interface must have the facilityof personalization as desired by the
user.
45.22.109 System should provide for Choosing of a PIN and a Password by the customer
himself. Self Caresoftware shall provide Registration facility to individual by
allotting unique Personal Identificationnumber (PIN), at the same time customer
must set a password (that may be utilized forauthentication) to avail some
special services, only to the BSNL customers.
45.22.110 Password Change to be possible in the system.
45.22.111 User ID for Web self service must be given to the customer only on request. This
should be a checkbox at the time of order entry.
45.22.112 If a customer sends out an ad-hoc mail to BSNL, then an auto-response mail
should be sent, whichgives him/her a format to be filled out. When he/she
returns the same to BSNL, it should go and sitas a docket in the support system
automatically, as determined by the format.
45.22.113 A unique number shall be made available for accessing the IVRS or Self Care
Menu from theInternet.
45.22.114 Ability for customer as well as a prospective customer to access service
information and knowledge base.
45.22.115 Ability for customers to communicate with service provider through various
communication channels from Self care perspective. Contact us links should
218
 make these channels available or givedetails about them.
45.22.116 Availability of integrated searchable knowledge base, trouble shooting links and
FAQs etc.
45.22.117 Ability for customer to submit and track service requests.
45.22.118 Personalization based on customer profile, preferences.
45.22.119 Account, payment enquiry and details
45.22.120 To be able to provide a single bill view to the customer for all the services
he/she has taken. He should also have ability to view separate bills for individual
or group of services
45.22.121 Feature is required to present in printable pdf/web format, Bills on email,
itemized bill, group bill,duplicate bill
45.22.122 View unbilled charges
45.22.123 Would allow him to view product/services catalogue, provide option to request
for quotation
45.22.124 Raise/track service tickets/SR through form feature.
45.22.125 FAQ and interactive basic trouble shooting support
45.22.126 Raise bill disputes at line item level
45.22.127 Raise request for refund, track them. View history of adjustments, Credit / Debit
notes and refunds
45.22.128 Web self care / Mobile application should allow him to view usage history,
purchase history, service level views,performance reports for the services
availed.
45.22.129 Integration with payment gateway for online payment collection.
45.22.130 Web self care module shall be able to provide a one-stop facility to corporate
customers(enterprise wide access – corporate self care) with secure access to
their information including butnot limited to Bill viewing, unbilled usage viewing,
Bill payment, complaint booking & monitoring,general enquiry & directory
enquiry, applying for & buying products & services online, updatingpersonal
information, etc. using a standard Internet browser.
45.22.131 It shall be available on 365x24X7 basis.
45.22.132 It shall be able to provide comprehensive, personalized Self Care capabilities for
the administratorof the enterprise customer
45.22.133 It shall support easy deployment with no need for client installation.

ACCOUNT AND SERVICE MANAGEMENT FEATURES

45.22.134 View the posted product/service catalogue
45.22.135 Select from the various services or service features from the menu and post a
request for itsactivation or deactivation
45.22.136 Get helps in selection of the best suited service bouquet based on various
criteria.
45.22.137 View the detailed list of self provisioning features available on the web site
45.22.138 Select tariff plan from the detailed list of plans available on the web along with
sample calculations.
45.22.139 Update corporate information

ELECTRONIC BILL PRESENTMENT AND PAYMENT

219
45.22.140 Consolidated Bill across multiple back end billing systems.
45.22.141 Consolidated Bill exposed after necessary authentication.
45.22.142 Accept payments against the bills.
45.22.143 Maintain the bill history.
45.22.144 Generation of printable bill summaries.
45.22.145 Generation of details and summary of unbilled calls.
45.22.146 Drilling down to various bill sections.
45.22.147 Bill Bouquet facility: Subscriber shall be able to input the account nos and the
service nos. of whichhe wants to form a Bouquet for the purpose of payments.
System shall be able to accept paymentsagainst this facility with proper
authorization from the account holder.
45.22.148 Generation of receipts against the payments.
45.22.149 Past payment details
45.22.150 An Interface for raising bill disputes, tracking and viewing earlier complaints,
view complaintresolution information, etc.
45.22.151 It shall be possible to analyze, sort and filter billing / usage information
45.22.152 The EBPP platform offered shall be pre-integrated with the billing system.
45.22.153 Enterprise Billing Analytics like usage reports etc should form part of the same
interface
45.22.154 It shall be possible to dynamically have export capabilities for bills in numerous
formats PDFformats and unbilled usage calls to Microsoft Excel etc
45.22.155 The enterprise customer administrator should have the ability to set up
hierarchies for budgetingpurposes which may be different from the core account
hierarchy

TROUBLE TICKETING
45.22.156 Shall offers ability to perform self-service by the customer over the web.
45.22.157 Shall provide ability to book ticket
45.22.158 Shall provide ability to view ticket status and updates
45.22.159 Shall provide ability to close existing ticket
45.22.160 Shall provide the ability to suggest solutions for incidents raised by the customer
45.22.161 Shall expose tickets that may have been logged through other channels & track
the status of allTickets

SALES REQUIREMENTS
45.22.162 The product catalog as in CRM will be exposed on the web for the customer
administrator to placeorders for new services
45.22.163 All MACD ( Move Add Change Delete ) operations will be exposed on the
Enterprise Customer sales portal

MARKETING REQUIREMENTS
45.22.164 It shall be able to collect lead information, track new users on the web site and
develop arelationship with them (i.e., ask to fill a form in order to get more
information about any service orproduct).
45.22.165 It shall allow publishing personalized promotions, banners and notices for the
customer based on thecustomer’s profile.

220
45.22.166 It shall be possible to send targeted, actionable and customizable messages to
the customers, whichwill enable them to receive and act upon targeted
messages.
GENERAL SYSTEM FEATURES
45.22.167 The look and feel of the Customer interface shall have to be as per BSNL’s
requirement. Interfaceshall render in any Browser and shall adhere to the best
practices methodologies ofScreen design for the users.
45.22.168 It shall be able to validate user data & System data prior to any provisioning.
45.22.169 The specific subscriber section of the web site shall be password protected with
the flexibility toinclude or exclude sections as per business need.
45.22.170 Customer Administrators shall be able to view customer hierarchy information
via the Web.

ACCOUNT MANAGEMENT
45.22.171 General: System should support the creation of a customer record
45.22.172 System should support editing the Client, Contract and Subscriber information,
Modify accountdetails, which include adding or removing account users,
changing, payment details, changingaddress information etc.
45.22.173 System should support the definition of customer details such as name,
complete address details,credit rating, customer category information (Gold,
Silver, Platinum) etc.
45.22.174 System should support the definition of multiple contact information for a given
customer and shouldbe able to support the allocation of a customer to a
business cycle through manual or automaticmeans.
45.22.175 System should be able to support associating customer with documents or
images (For eg. Scannedimage of the service contract)
45.22.176 Customer Agreement or Contract Management: System should support the
definition of contractsbetween customers and should be able to reflect the same
45.22.177 System should support the definition of contract types/ categories and should be
able to supportunique identification codes/numbers for each contract with
effective start, end and effective dates
45.22.178 System should integrate the contract with the Discounting functions (e.g.
Discount Plans), productdefinition functions (i.e. customized product packages)
and rating functions (e.g. Special RatingPlans).
45.22.179 System should support the integration of the contract generation and approval
process with acustomer care workflow. The System should support the
automatic renewal or cancellation of acontract. The System should support
multiple contracts for a given customer.
45.22.180 System should support the generation of contract related reports.
45.22.181 Customer Segmentation: Multiple criteria should be available for identification of
accounts ofstrategic importance. Examples segmentation on the basis of
customer profitability, revenueranking, and breadth of services availed etc.
45.22.182 System shall support Priority for issues, leads etc. should be decided based on
customer category/segment. Tracking of the same should be possible.
45.22.183 System shall support Customer ranking by revenue, profitability etc should be
available.
45.22.184 Dispute Management: System should support the logging, management of and
resolution ofcustomer disputes

221
45.22.185 System should manage the entry of disputes on charges (fixed charges,
recurring charges and payment or adjustmentamounts).
45.22.186 System should manage the identification/exclusion of specific usage events or
charges as disputeditems. The System should have flexibility to flag disputed
charges for exclusion from Credit limits,debt recovery/dunning/collection
actions/billed.
45.22.187 Locate Customer: System should support searching of customer through various
parameters likeStatus, name, Type, account number etc.
45.22.188 When a customer calls contact centre or comes to inquire about his account,
there should be amethod to verify the credentials of the customer
TROUBLE TICKETING
45.22.189 System shall allow the registration of tickets/dockets for recording and tracking
the resolution ofproblems, complaints or queries raised by customers, dealers or
employees etc.
45.22.190 System should allow associating tickets to objects such as Clients, Billing Group,
Subscriber, Invoices,and Payments etc.
45.22.191 System shall allow attachment of an unlimited number of text messages or
notes to any tickets todescribe the gist of the problem or the steps for solving it
etc.
45.22.192 System should provide an extensive search mechanism based on key words,
ticket number etc.
45.22.193 During registration of ticket it should be possible to retrieve the
equipment/card/service details thatthe customer possesses. (For eg: It should
be possible to ascertain whether the CPE is BSNL owned orcustomer owned.)
45.22.194 System will automatically generate notifications based on user-defined business
rules, for example,automatically sending an email to the customer when a
trouble ticket is closed.
45.22.195 System should allow each team member to see the complaints assigned to
them, to record theiractions and the status of the complaint
45.22.196 System should allow for entitlement verification against customer contractual
obligation at the timeof creating an incident.
45.22.197 System should have a method of tracking, classifying and recording Problems /
Known Errors thatare causing Incidents along with their resolutions.
45.22.198 System should be able to support reconcile problems reported in Network with
customers impacted.For eg: In case of cable breakdown CRM system should be
able to get details of customersimpacted because of failure which can be used to
inform the customers proactively.
45.22.199 System should record all actions undertaken in the Incident's Life cycle. This
should occur for bothautomatically generated system events and user actions.
45.22.200 System should provide a mechanism to track the ownership and responsibility of
the Incident duringthe lifecycle.
45.22.201 System should have ability to assign both a Priority and a Severity to each
incident.
45.22.202 If Incidents of a certain type are created, the system must be able to create a
subset of tasks relatedto the original Incident, ensuring a standard procedure is
followed.
45.22.203 System must be able to support parent / child relationships between Incidents
45.22.204 Any change in status of the parent Incident must be cascaded down to the child
Incidents. Thisincludes when the parent is closed, all of its children should also
222
 be closed.
45.22.205 System must be able to support the division of an Incident into sub-Incidents,
allowing severalemployees to work collaboratively.
45.22.206 The originating Incident must not be able to be closed if any sub-incidents that
relate to it open.
45.22.207 System should allow users to record time and expense against an incident.
45.22.208 System should be able to support multiple Incidents to one Problem / Known
Error in order to aidresolution.
45.22.209 System must allow the input of milestone targets during an Incident lifecycle for
operationalefficiency. e.g. A "High Priority" Incident will have the root cause
Identified within 4 hours and FixApproved by the customer in 16 hours.
45.22.210 System should allow for definition of business calendars and holidays. The SLA
targets may becalculated by taking into consideration the business hours and
holidays.

46 Partner Relationship Management

46.1 Partner Onboarding/ Offboarding
a) System should have the ability to register a Partner and provide him with a unique
Partner code.
b) It should be possible to configure different levels of approvals workflows to register
different types of Partners (Franchisee, Resellers, Dealers, Business Partners,
Content Providers, etc.)
c) Ability to assign Sales Territory to a partner
d) Ability to assign Product/ services in which a Partner can deal
e) Ability to capture the Partner Sales Team and Contacts
f) Ability to manage Partner Agreements/ Contracts
g) Ability to define SLAs for a particular task and associated penalties and escalation
mechanism
h) Ability to define Grades for a Partner (Example Grade A for high performing partners
and they can have high levels of commissions, Grade B for next level, etc.)
i) Ability to create rules for applying Commissions (Example having Commissions rate
by volume of sale, Commissions rate for meeting different sales target, Commissions
rate for selling a particular product, a particular volume)
j) Ability to create Single/ multiple logins per Partner as per agreement
k) Ability to trigger Welcome Email and SMS to Partner along with Login Credentials
l) System Administrator should be able to Suspend/ Inactivate remove any partner at
any given time
m) In case a Partner is inactivated, his history should be retained in the system.

46.2 Partner Transaction Management

a) Ability to manage Partner Users. (Restrict users to view only data created by the
specific Partner)
b) Ability to define Product Catalogue for a Partner
c) Ability to Create & manage a Lead
d) Ability to create a Quote or Order
e) Ability to create Service Management Orders (Such as change Price Plan, Add
Features, etc.)
f) Ability to Update Customer Information (example Address, Phone Number, add a new
contact, etc.)
g) Ability to create a Service Request/ Fault Ticket

223
 h) Ability to assign selected tasks or complete Leads/ Orders/ Fault tickets to Partners
and track SLAs
i) Ability for Partner user to Reject a particular Lead/Order/ Fault ticket for reasons
beyond his control (configurable reasons e.g. wrongly assigned, Customer rejection,
etc.) and subsequent exclusions from SLA calculation
j) It shall be possible to trigger Notification SMS (before a configurable number of days)
to Partner’s registered Mobile number with Lead/Order/Ticket numbers that are about
to cross SLAs
k) It shall be possible to trigger Notification SMS to Nodal officer/ BSNL Partner Manager
when a Partner assigned to him/her is not able to meet the SLA
l) It shall be possible for Nodal officer/ BSNL Partner Manager to re-assign a rejected
lead/order/ticket to same or different partner
m) Ability to allow/ restrict transactions by a partner based on Partner Status, e.g.
Prospect, Registration Initiated, Active, Suspend, Inactive etc.
n) Dashboard should be made available to select users to view transactions handled by a
Partner, along with Status/progress of the transaction
o) It should be possible for a Partner user to raise Grievance on Partnership issues if
any, by using his login credentials. Grievance reasons should be configurable.

46.3 Other Requirements

a) Partners should be intimated in Partner Management system, whenever a new
scheme is launched or some change is made in the existing plan/scheme.
b) Partner Manager System should support File Exchange, where in users of the portal
are able to upload and download files that can then be viewed and downloaded
c) Partner Users should be able to view partner agreement in a structured format which
should include - Product Information, Recurring Charges, One time Charges,
applicable rates, schedules, Volume Based Rates along with terms and conditions if
any, Discounts etc.

47 Workforce Management
Functional Requirements
Geographical Area Management
Work Area Map
The Workforce Management System Include the concept of a real-time visual map of
the India that may be used by certain categories of users for real-time tracking and
route / job optimization.
The Workforce Management System Include the concept of a visual map of India to
guide technicians from one job to another highlighting different routes based on
shorter distances, quicker arrival times, etc.
Locality Management
Allow updates (CRUD) to Locality List through a maintenance screen.
Allow updates to Locality - Subzone and locality/street subzone pairing (CRUD)
through a maintenance screen.
It shall be possible to maintain Technician / Supervisor (including also Contractors) /
Management lists (CRUD).
Allocate Technicians / Technician Groups (Gangs) / Supervisors to specific Zones
and/or Sub-zones through a maintenance screen.
Define starting and ending location for each Technician / Gang and Shared
Equipment.
Supervisor - Technician is a 1-to-many relationship.

224
It shall be possible to maintain Technician / Supervisor / Management hierarchy
(CRUD).
Each Technician should be able to view and modify (CRUD) only his appointments.
Each Supervisor (including Contractors) should only be able to manage and view
resources and appointments that are allocated to them. All access to resources and
appointments belonging to other Supervisors should be restricted.
System users included in Management list should be able to view and modify
(CRUD) all resources and appointments that exist in the system.
It shall be possible to maintain Shared Equipment resources (CRUD) example tower
ladder.
The system shall allow both viewing and scheduling on a collection of staff and not a
specific Technician.
Define Skill Set
Maintain Skill Set list (Skill Type and Skill Level) (CRUD).
It shall be possible for the system to automatically tweak the task duration based
on the Skill level of the Technician.
Maintain Skill Set / Technician relationship (CRUD). One Technician can have one or
more Skills.
One should be able to define Work Calendar, Time and Roster Management
One should be able to adjust Working Time Management
One should able to assign different Technicians to different Work Calendars.
Create (CRUD) different categories that define when and why a technician can /
may / cannot work. A category when a Technician ‘may’ work is available time that
can be assigned, if required, if certain conditions are met.
The ability to divide each work day into a pre-defined time range, per Technician.
The duration of a task may be predefined and fixed according to the Appointment
Type & Skill Level required.
Alternatively, the duration of a task may be dynamically allocated based on the Skill
Level of the Technician.
A limit can be defined on the maximum number of working hours that a Technician
can be assigned automatically by the scheduling engine, on any given day.
The system should automatically calculate the journey time between consecutive
appointments based on the distance and traffic conditions, if known.
Roster Management
Create (CRUD) a number of roster patterns which may be repeated (x) number of
times. A pattern usually spans over an integer number of weeks.
One or more technicians can be associated with a particular shift pattern
An application of a pattern will over-write existing availability of the Technician for
the overlapping time period.
It shall be possible to specify the Start and End Date of a roster pattern.
Different rosters may be used for different functionality simultaneously per
Technician. (E.g. Main Roster, SLA Roster, On-Call Roster).
It shall be possible to block/unblock a specified time interval, over a number of
contiguous days for a selected number of technicians. This operation should allow
the user to also specify the reason for such unavailability.
Roster entries should provide immediate access to specific data (i.e. Technician

225
contact number, Technician’s immediate substitute, Technician Skill Set). This must
be available from all views so that supervisors / managers can easily re-assign
tasks when roster changes are required. (24-hours a day, from any location) .
It shall be possible to view the availability of any technician or group of technicians
under the same supervisor for a specified date.
User Interface requirements
The WFM user interface should provide a dashboard-like functionality whereby the
user can monitor in real time the status and progress of the various manual
activities including the various states of the work order.
It shall be possible to view the real-time location of individual technicians on a map.
It shall be possible to have a knowledge base capability accessible to all
Technicians. Example how to install a new Broadband connection .
Appointment Management
Maintain appointment types (CRUD). An Appointment Type is defined by:
Service Type (E.g. Fixed Line, Broadband, DTTV, IPTV),
Service Category (E.g. Fault, Order, Maintenance),
Customer Type (E.g. High Value Customer, Residential, Business, Key Customer, No
customer (manual appointment),
Technology Type (E.g., Copper, Fibre, Radio).
For each Appointment Type, an estimated duration time should be defined. This
should be configurable.
For each Appointment Type, a defined Technician Skill should be defined.
Implement different priorities for different Appointment Types. For example, High-
value worth Customers should be given a higher priority than other customers.
These should benefit from a better response time and it should be possible to assign
specific Technicians to such customers.
It shall be possible to configure whether an appointment type, once set, can be
shuffled automatically by the System or not.
It shall be possible to create a manual appointment without specifying an address.
Appointment Dependencies
Multi-service appointments for one address may require that one service be
installed prior to another. The system must be capable of defining such
dependencies even when more than one technician is required to install all the
services. For example, in premises X, Technician A is required to install a new fixed
line service, Technician B is required to install a new Broadband service. Both
installations must occur on the same day, one after the other. The Broadband
service can only be installed when the fixed line installation is complete. Therefore,
Technician B should only arrive on site at the end of the task performed by
Technician A.
Multi-service appointments at the same address are to be preferably performed by
the same Technician unless otherwise configured. The system should be capable of
assigning consecutive tasks one after another on the same Technician and ensuring
that these consecutive tasks all start and end on the same day.
If multi-service appointments are rescheduled / reassigned, all tasks must be
rescheduled / reassigned observing the same rules/dependencies. A bundling
concept may be required for this purpose.
A delay may be required for specific Appointment Types. This delay should be
configurable. For example, when selling a new Home pack, the installation can only
occur after (T+3) days, where T = date when Appointment was captured.
226
Therefore, appointment can be scheduled for any date after this 3 day delay.
Scheduling
The system should have the ability to assign Appointments automatically based on
pre-defined rules. However, it should be possible to easily by-pass all rules and
assign appointments manually, when necessary.
All modifications to existing appointments should be restricted to specific users only.
Dynamic shuffling of pre-set appointments should be possible at defined intervals to
optimize efficiency. It shall also be possible to trigger this process manually.
Appointments can be assigned to individual Technicians or Gangs or Shared
Equipment.
The system should have the capability to manually generate a work order.
Consequently, this will then allow an appointment to be scheduled against it.
Scheduling should also consider the availability of specific parts by interfacing with
an external stock control management system and, consequently, choose the
Technician who possesses the appropriate part(s).
In the assignment of a one-service appointment, priority should be assigned to
Technicians with the least number of compatible skills to ensure workforce
optimization. Eg, for a fixed line installation, the appointment should ideally be
given to the Technician that can only perform fixed line work versus the one that
can perform fixed line and broadband installations.
The system should be capable of specifying the maximum number of Appointment
Types requiring a specific Skill for a defined duration – configurable start and end
date (i.e. during week 1, Technician A can only be assigned up to 3 fixed line
installations per day). It shall be an equally acceptable alternative if the System is
capable of easily rebalancing priorities of different Appointment Types in some other
way.
Some appointments may require more than one type of resource which may need
to be utilized simultaneously. In this case the first available period will need to cater
for the simultaneous availability of all required resources
The system should also be able to cater for availability of resources based on some
external parameters which may be obtained from an external system. For example
when scheduling a new fixed line (voice) service over copper, the system may need
first to check which test-room is associated with the service which needs to be
installed or rectified and then check the availability of both the field technician
resource with the appropriate skill/ geographic area as well as the availability of the
test-room technician based on the appropriate test-room shift pattern .
The system should be capable of re-assigning appointments to a different
Technician without changing date & time of appointment assuming such capacity
exists.
The system should be capable of re-scheduling an existing appointment to a
different date and time when the need arises.
The system should capture the reason why appointment has been re-scheduled /
cancelled and this data should be retained in the appointment history.
It shall be possible to schedule appointments manually. In such a scenario it shall
be possible to specify certain parameters such as the Technician and the time
range.
It shall be possible to configure a maximum number of appointments per technician
on a daily basis, for a defined period of time. For example, a Technician can have a
maximum of 5 appointments each day during any particular month.
The scheduler should log when the first available appointment was not chosen due
to the unavailability of the Customer. Such functionality is required for the
227
Company’s KPI and SLA commitments.
Address based rules
It shall be possible to assign dependencies on the Installation Address and Service
type. For example, a cherry-picker may be required for specific installations. If so, a
mechanism should be in place to prompt the agent about this requirement as well
as allow the Agent to book the equipment in line with the available appointment.
Other Address-based rules that may be required include:
Assigning more than 1 Technician to specific addresses. For example, Valletta where
parking is difficult;
Assigning/ not assigning a specific Technician to a particular address;
Prompting with a reminder / warning note to a Technician about a particular
address (Beware of Dog! or Notify neighbour upon Arrival)
Scheduling appointments during a specific time period if the works to be carried out
are within a predefined geographical boundary. For example, only in the morning if
the installation is carried out within the capital city.
Warranty Management
The System should enable the definition of the warranty period for each Service
Type (CRUD).
When scheduling a Fault appointment, the system should check the Appointment
History to confirm whether the service is still under warranty. If the service is still
under warranty, it should be possible for the system to assign the appointment to a
Technician belonging to the same Supervisor / Contractor of the original task.
If the Contractor in question is no longer available, the new appointment should by-
pass the warranty rule.
All warranty-related appointments must be assigned within a defined time period
(configurable) as they are typically given higher priority.
System Notifications
An SMS and/or Email Notification should be sent to the customer when Appointment
is set.
In the Email notification a link should be given in the email content, through which a
customer may request to modify / reschedule their appointment, if necessary.
An Alert Notification should be sent to the customer a pre-configured number of
hours before the appointment as a reminder.
The system should be able to send a daily Appointment List to Technician’s
[smartphone / tablet / laptop] at a specified time each day (time should be
configurable per Technician) with the required details.
The system should be able to send updates of the Appointment List to the
Technician when changes take place (appointment shuffling / rescheduling).
No notification should be sent to the customer when an appointment has been
reassigned to a different Technician.
The system shall be able to escalate issues by notifying customers and Supervisors
when the appointment due date is in jeopardy.
Forecasting and Route Optimization
The system should be able to Dynamic re-assign tasks at specified intervals
(configurable) to maximize efficiency and optimize routes.
The system shall be able to reshuffle on a selected group of technicians and not
across all the work force .

228
The system should be able plan future capacity based on past data captured within
the system. This feature should be configurable.
The system should be able use feedback obtained from the system (traffic /
Technician delays) to improve the prediction of any possible delays.
Identify shortcomings in the workforce by highlighting any skillset which is scarce
based on the existing workload.
Reporting and Data Import and Export
The Respondent shall provide a list of all pre-defined report available in the system.
The system should also have a Dashboard capability to generate user-configurable
reports.
Real-time reports may be required as dashboard alerts.
It should be possible to print / extract / export reports in Excel, CSV and PDF
formats.
All reports should be available on demand and per reporting schedule.
It shall be possible to import data in Excel or CSV format. The Respondent shall
specify the entities which will be available for bulk data import.
Mobile App for Work Force Personnel
Field Reprentative should be able to access the site on mobile which should be
compatible with Apple IOS, Google Android and preferably also with Windows
Mobile.
The application should continue to function (un-synched) when 3G or Wi-Fi is not
available, means in offline mode. Once connectivity is re-established the application
should synch the capture off-line data with the on-line system.
It shall be possible for Work Force Personnel to get access to the WFM application
through an application on mobile to:
Report sick or otherwise unavailable. In this case the System should alert the
immediate supervisor as well as any other re-scheduling/re-shuffling action
necessary.
Receive an updated appointment list in real time.
Receive information and works order data relevant for each appointment in real
time.
Receive an optimized (travel time, distance) travel route from the current
appointment location to the next appointment location.
The Application should support the capability of capturing a digital signature and
signed copy of physical documents that can be uploaded in the System for future
reference (example pdf format) on mobile.
Self-care
"The system should have self-care functionality accessible as a portal that can be
embedded in the GO main portal. The Respondent is to provide a list of self-care
capabilities available out-of-the-box.
The self care system should be multi-lingual as well"
Full utilization of modern technology and techniques shall be made to attain carrier-
grade performance, scalability and reliability.
The proposed WFM Application shall conform to the latest relevant industry best
practices, standards, and recommendations.
All proposed software must be entirely based upon open interfaces.
Any issues related to the proposed software’s adherence to standard interfaces shall
229
be highlighted in the offer.
User authentication, User Access Profile Definition and Access Logs
The Respondent shall provide a solution where user authentication to access the
WFM Application is also provided by a Microsoft Active Directory or an LDAP
solution.
The Respondent shall provide details of any other forms of authentication
technologies are supported.
The Respondent shall provide details of how to provide support for Single-Sign-On
(SSO) with other systems.
The Respondent shall describe how requests to access the WFM application via the
Application Programmable Interface are authenticated.
The WFM application shall keep a log of all successful and unsuccessful access
attempts. This access log should be saved and archived for a period of 3 years. The
system administrator shall be able to read the access log at all times for audit trail
and security audit purposes.
The WFM application shall retain a log of all transactions performed through the
system including, but not limited to, transaction date / time, transaction user and
transaction type.
The Respondent shall describe how the solutions described in this section will be
implemented.
The solution offered shall support the following browsers:
Mozilla Firefox,
Apple Safari,
Google Chrome.

230
 SECTION – 3 - PART B-8
Billing

1. Introduction
1.1 Real Time Convergent Billing shall be the key and important module of overall BSNL
BSS framework. TheCharging system shall cater to all the Billing requirements of
BSNL, foremost of which is timely issue of accurate bills to the subscriber, at all
billing touch points viz. Retail Billing (Prepaid and Postpaid), Wholesale and third
Party Billing, and Content Billing, Corporate / Enterprise Billing, Dealers and agents’
Commissions etc. The System shall be convergent and shall be capable ofReal Time
charging and billing for services including but not limited to Wireline (including NGN
VAS services), Wireless, IP Networks, Broadband, Data, Content and Enterprise
services in such a way to ensure quick realization of revenue.
1.2 Closely associated with the real time convergent charging system is Billing and
Financials subsystem. By ‘Billing and Financials’ it is meant that the system shall
have facility to raise invoices for subscribers, capture the payment against the
invoices raised, marking the bills for dispute, cancellation & write off of bill,
maintenance of individual ledger accounts of the subscribers and taking various
reports required for Telecom Revenue and for providing various reports which
enable the units to pass Journal entries as per the accounting heads issued by the
Corporate Accounts section of the BSNL.
1.3 The system shall also provide for capturing the various deposits collected and
accounting for the same like account finalization, adjustments of deposits against
bills outstanding and refund of deposits, calculation of interest on deposits, cross
verification of deposits collected for one service with another and the facility to set
off deposit collected for one service with another etc. It is suggested the Bidders
shall have a thorough understanding of the various reports that are generated by the
present day Real-time Prepaid Charging, Postpaid Billing systems now deployed in
the field and all the reports being generated therein shall also be generated in the
new system.

2. General Specifications
2.1 The Convergent Charging and Billing system shall support the following business
processes within the core system for Enterprise, retail and reseller (example MVNO)
customers.
2.2 Creation and maintenance of tariff plans as per BSNL’s requirements. Billing system
should have a web portal through interaction between Data centre and field units
can take place, with a facility to upload/download of documents. This includes
interaction i.r.o dunning, plan configuration, CDR error clearance, Billed CDRs csv
files, invoice files sharing etc.
2.3 Management of customer and service data required for billing.
2.4 Ordering of services and activation of billing
2.5 Management of chargeable event: activity utilizing telecommunications network
resources and related services for:
a) user to user communication (e.g. a single call, a data communication session or
a short message); or

b) user to network communication (e.g. service profile administration); or

c) inter-network communication (e.g. transferring calls, signalling, or short

messages); or

d) that the network operator may want to charge for.

231
2.6 Workflow creation and order provisioning
2.7 Real time and Offline Usage event guiding and rating (of any type of usage event).
2.8 Real time-In Memory Balance, Customer Profile and Rating logic Management
2.9 The System shall have the ability to organise a mix of product categories, for
example bundle plans, service plans, bill plans, promotion plans, value-added
services (VAS), contracts, tariff rebate contracts, promotion contracts, usage
discounts, bill plan discounts, VAS discounts, waiver discounts, bonus discounts and
tariff rebate discounts etc.
2.10 The System shall have the ability to change existing products with effective start and
end date time. For example, change subscription rate, usage rate, discount
qualifying criteria, discount target charge type, discount rate, bill description, screen
description, surcharge rate.
2.11 The System shall have the ability to support definition and management of
commercial bundling of different services and bill customers with a single price.
2.12 Bill calculation, formatting and dispatch.
2.13 Support for General ledger subsystem and integration with external financial GL
entity.
2.14 Maintenance of deposit accounts of subscriber, along with adjustments, interest
calculation, ability to transfer balances from deposit heads to amount outstanding
and deposit collected for one service with another service etc. The system shall
support transfer of deposts across multiple billing accounts. The system shall also
have the ability to calculate security deposit to be collected based on previous calling
patterns & account for the security deposits and all other types of deposits and
reports pertaining to the same.
2.15 Adjustments like bill cancellation, discounts, rebates and other credits and reports
pertaining to the same.
2.16 Payment noting.
2.17 A/R management and open-item balance management.
2.18 Collections/dunning.
2.19 Journal calculation and posting.
2.20 A portal for communication amongst the field units & data centers and shall be
medium through which reports etc can be downloaded and documents can be
uploaded by field units pertaining to activities like dunning, CDR error clearance,
plan configuration, Billed CDR csv files, invoice files etc.
2.21 The software shall take care of all cases of cheque bounce; whether the cheque is
collected on-line or off-line through other agencies like Post Offices etc.
2.22 There shall be utilities for authorized officers to enable or disable certain facilities
e.g., the AO in a Circle/SSA/locationshall be able to extend the pay by date for a
single or for multiple bills with valid reasons recorded
2.23 There shall be provision for initialization of sub ledgers. This initialization process
shall take the closing balance of the sub ledger from the old system and take it as an
opening balance in the new system. This is true for all sub ledgers required by BSNL
for revenue deposits, taxes, surcharge etc. It shall be possible to initialize sub
ledgers Circle/SSA-wise.
2.24 It shall be possible to stagger the pay by dates for different group of customers for
different exchange areas.
2.25 The system shall provide integrated ordering and billing & accounting functions so as
to minimize service delivery time and improve billing & accounting processes.
2.26 Initial products and services to be supported shall be at least :
232
2.26.1 Wireline & Enterprise:
i. Billing Corporate User Group
ii. Basic Telephony (PSTN) – Prepaid and Postpaid
iii. National Long Distance Billing
iv. International Long Distance Billing
v. ISDN (BRI / PRI) with support of extension-wise billing
vi. IP-MPLS Services
vii. IN services like Free phone, VCC, ACC, Premium rate services, etc.
viii. Centrex
ix. Centrex with group members spread across multiple MSUs
x. IP Centrex with support to Pan IP Centrex between wireline and GSM
connections, postpaid and prepaid
xi. PBX & PABX
xii. Leased lines – National and International, MPLSVPN, Internet Leased Line
xiii. Virtual LL connections
xiv. E1/ ISDN-PRI
xv. NGN VAS services including but not limited to
a. Multimedia Video Conferencing (MMVC), Audio conferencing
b. Fixed Mobile Convergence (FMC)
c. Limited Fixed Mobile Telephony (LFMT)

2.26.2 Data Services:

i. Data calls
ii. IP Services
iii. Content Delivery
iv. Internet services (including VoIP)
v. E-mail services
vi. Video on Demand (VoD)
vii. Video & audio conferencing
viii. Internet Roaming

2.26.3 Other Services:

i. Unified Messaging Service
ii. Short Messaging Service
iii. Voice Mail Service
iv. INMARSAT
v. Hotline
vi. VSAT
vii. IVR based customer service
viii. Virtual Private Network (VPN)

233
 ix. DSPT
x. IN Billing

2.26.4 Call Management Services:

i. Caller Line identification presentation & Restriction
ii. Call waiting
iii. Call Barring
a. Customer requested OG/ IC Barring
b. OG/ IC Barring due to non payment of bills
c. Centrex OG Barring
d. OG Barring to use FLPP
e. Special Number barring
f. Dial up access to reach 172XXX numbers for Internet access
iv. Call Forwarding
v. Call Conferencing
vi. Call transfer
vii. Malicious call tracking
viii. Intra-centrex and CUG calls

3. Miscellaneous requirements:
3.1 Ability to bundle services and the associated default products into one unit so as to
make it easy for the CSR to associate it to the Subscription / Customer
3.2 Ability to support call scenarios involving Number Portability within circle and across
circles.
3.3 There shall not be any limitation on specifying the number and types of categories
for any type of service.
3.4 Ability to define products and services via the following attributes:
i. Name
ii. Bundling or packaging (ability to combine any combination of services)
iii. Traffic types (e.g. IDD, Data, etc)
iv. Charges & prices (e.g. one time, periodic fee, annual charges, insurance
charges, usage, events)
v. Discounts / Credits
3.5 The system shall support definition of the following entities for charging and bundling
of services:
i. recurring charges of any frequency
ii. non-recurring charges
iii. usage charges
iv. products which can combine any or all of these charges
v. discounts or unit credit promotions that can apply on any or all of these
charges
vi. grouping of products and discounts into higher-level entities, such as
components
234
 vii. grouping of components into higher-level entities to create packages or
bundles
3.6 It shall be possible to group similar products into distinct categories for reporting,
financial and discounting purposes. Ex: Group based on usage charge; group on
customer category like residential, corporate, etc
3.7 It shall further be possible to group product lines into product groups.
3.8 System should support offline order management so as to create the connections
which are already activated on network element with back date
3.9 System should support Safe custody of a service with following features
i. Incoming/ Outgoing/ Data access should be barred when a Service is placed
under Safe Custody
ii. Telephone number/ user id should remain active against the Customer
iii. Invoice will continue to be generated with nominal rental

3.10 System should be able to integrate for supporting SMS, Email alerts and IVRS calls.
The alerts are sent for the events including but not limited to the following
i. Invoice Generation
ii. Payment Reminder
iii. Payment receipt
iv. Dunning Alerts
v. Alerts on reaching a defined percentage of Credit Limit
vi. Alerts on loyalty points and redemption

3.11 System should support, including but not limited to following Broadband services:
i. BB over PCO
ii. BB over EPABX
iii. BB over DSPT
iv. BB over FTTH
v. BB over Wifi
vi. VPN over BB
vii. Prepaid Broadband
viii. Conversion from Prepaid to postpaid BB and vice versa
ix. Multiple prepaid BB on single postpaid BB service
x. PC bundling - Bundling of BSNL postpaid Broadband connection with PCs sold
by Partners and Revenue sharing between BSNL and its partner.
3.12 System shall be functionally capable of prepid billing. However, migration of prepaid
services shall be done as per BSNL requirements.
3.13 System should support configuration of service type wise minimum hire period
charges which includes charging for full hire period if the service is disconnected
prior to configured hire period. However, charging may not be required in case of
shift of service within hire period.
3.14 System shall support B2B Handling of WiFi Hotspot Providers which includes billing of
backhaul connections to WiFi Hot spot providers and Revenue sharing between BSNL

235
 and hotspot provider based on Escrow account payments (details are covered under
SPBAS section).

4. Subscriber Management
4.1 The system shall provide customer and account management. The customer care
functions shall be integrated with the ordering and billing processes so as to provide
a single view of the customer and the customer’s:
i. services and products
ii. pending orders
iii. network activation status
iv. Current and past bills
v. unbilled usage
vi. collection status
vii. payment history
viii. aging of outstanding amounts
ix. Credit rating and VIP class of customer etc.
4.2 The customer care, ordering and billing information shall be managed through the
same, consistent user interface.
4.3 The user interface shall be easy-to-use, and customizable to different CSR groups.
It shall be possible to change the screen flow of the user interface to support
different CSR groups and roles.
4.4 The user interface shall be graphical (GUI) and shall conform to the latest
technology. It shall be technically possible to use the same GUIs across multiple
desktop environments and operating systems.
4.5 The billing system shall allow changes to customer account (e.g. create/ modify/
terminate/ re-activate), to be handled by users (CSRs) depending upon authority
levels.
4.6 Subscribers shall be easily segmented into various categories as defined by BSNL.
The billing system shall treat various customer categories differently as defined by
BSNL’s business rules.
4.7 Customer details shall include but not limited to the following data elements. It shall
be possible to extend the customer data object to support additional fields as per
BSNL’s requirements.
4.8 Record notes against customer account and to maintain account history.
4.9 The billing system shall be able to use / update common data stored in the server.
4.10 CSRs shall be able to associate products/services with a customer, i.e. add or
remove products and/or services and packages.

5. Subscriber Hierarchies:
5.1 Add/remove Subscribers to Subscriber hierarchies to represent an organizational
structure of a company and/or household.
5.2 Provide multiple billing points in a subscriber hierarchy with charges for individual
accounts able to be “rolled up” and invoiced as if they were a single account. There
shall not be any limit of levels within the subscriber hierarchy.
5.3 Grouping and sub grouping of subscribers shall be supported. It shall be also
possible for CSRs to group customers (or their services) who are not in a hierarchy.
5.4 The system shall allow transfer of subscriber from one level of hierarchy to another
level of hierarchy within the same hierarchy.
236
5.5 The system shall support unlimited levels of account hierarchy
5.6 While transferring the subscriber from one level of hierarchy to another, appropriate
accounting information shall also be transferred
5.7 Subscriber’s address, personal and contact information from parent level shall be
defaulted to the subscriber level, with a provision to modify this information if
required
5.8 It shall be possible to change the services of the subscriber by changing his location
within the customer hierarchy (or associating new services with the organization
tree) involving other modules like CRM, Provisioning, etc.; with concurrent support
for ordering processes and network activation
5.9 A graphical representation of the hierarchy shall be made available for easy viewing
and manipulation through ‘drag & drop’ interface or using screen flows, such as
creating a new sub-account under the hierarchy.
5.10 To maintain tight control of financial liability, any unbilled usages under non-invoice
child node shall be included in account balance for the parent invoice node.
5.11 CSR Access: The billing system shall provide a secure, authority based access to the
CSRs to:
a) Change account details such as the billing date or method of payment.
b) Request a copy of a previous or current bill statement.
c) Request a final bill.
d) Regenerate a past invoice in a paper or electronic format
5.12 Billing system in conjunction with Web Self Care system shall support Web Self Care
features given to individual subscriber
5.13 Customization of the customer information
5.14 The system shall provide an integrated view of all customers with services across all
networks, including ordering, billing and relevant customer care data, within a single
data schema.
5.15 The billing system should enable access to full historical records of all entities within
the database with a defined date range. Authorized users shall be able to enquire on
historical records from the billing system.
5.16 The system shall support grouping of Accounts for discounts. (Grouping to provide
corporate discounts) Such headquarter grouping shall be supported through the CSR
GUIs, rather than through back-end configuration. It shall be possible for authorized
CSRs to add accounts into Head Quarter groups and assign suitable discounts to
such groups
5.17 The system shall enable the recording, viewing, and editing of the number of
physical locations and overall size (e.g., number of employees) of a given business
customer like a corporate customer having multiple offices
5.18 The billing system should enable the access to CRM system for recording, viewing,
and editing of company profile information, as well as the editing of company-
specific industry information.
5.19 The system shall support creation, reading, and editing of lists of influential contacts
within customer organizations.
5.20 Customer Management will allow setting-up the following entities:

237
 i. Entities that are the root of organizational structures
ii. Financial liability entities – those entities that carry a balance and are responsible
for paying all the charges for the offers assigned to that customer
iii. Entities that receive invoices or bills
iv. Entities that represent payment methods for a set of services (prepaid/post-paid)
v. Logical entities in the customer structure that represent nodes in the
organizational structure.
vi. Entities that receive services (subscribers)
5.21 The system will support the creation of customer hierarchies based on organizational
units.
5.22 The system will support the creation of hybrid customer hierarchies where prepaid /
post-paid is only a method of payment.
5.23 Customer Management will support creating / changing/removing agreements of an
organizational unit.
5.24 It will be possible to define a pending subscriber together with its services and
resources.
5.25 The system will be able to define a subscriber’s charge distribution to separate pay
channels. By separate pay channels it is meant that segregation of payment
charges/dues on the basis of rental, usage, taxes etc.
5.26 Assigning Charges, tariff & discounts, billing cycles, credit limit
5.27 Ability to assign charges and discounts based on the services and features provided
to the subscriber / Customer.
5.28 Ability to select and assign a billing cycle to the subscriber from amongst the list of
the billing cycles.
5.29 Ability to assign credit limit at the customer account level
5.30 Ability to support future dated activations
5.31 Ability to change the name, address and other demographic information in respect of
a customer / subscriber
5.32 Ability to flag customers for specialized treatment / services. A parameterized field
shall be available to define customer’s VIP Class or Code.
5.33 Ability to flag and manage enterprise business customers as EB-Gold, Silver,
platinum etc with SLA handling, escalation, and dunning mechanisms
5.34 Ability to change bill plan of a subscriber as of a given date. No restriction in
changing bill plan terms of time of change.

238
5.35 System should support electronic stapling of accounts across different lines of
business like LL, BB, GSM etc. The ES system should support features including but
not limited to
i. ES hierarchies for Pan India corporate and individual ES
ii. Zonal corporate and individual ES categories
iii. Accept and split the payments received on Parent ES account across child
accounts
iv. Manage discounts at ES parent account
v. Addition/deletion of child accounts
vi. Parent and child invoice reconcilitation etc.
5.36 Temporary Disconnection:
5.36.1 Ability to temporarily disconnect a service with a provision to record the reason and
date of disconnect. Disconnection shall happen instantaneously.
5.36.2 The disconnection process shall either be automatic or shall be done manually by the
authorized user.
5.36.3 Future-dated disconnections shall be supported.
5.36.4 During a suspension of service, it shall be possible to:
i. apply an alternate recurring charge or contract for the period of the
suspension
ii. suspendapplication of time-based contracts and automatically resume
application of such contracts on resumption of service. For eg this scenario
will ariseif the service of a particular customer is deactivated but the contract
is active. There can be a different recurring charge for this period
5.37 Reconnect Number:Ability to reconnect a temporarily disconnected service with
provision to record reason and date of reconnect. Reconnection shall happen
immediately. Same day disconnection and reconnection shall be possible.
5.38 Suspend an Account / Service:Ability to suspend an account or service. This shall
not continue billing monthly recurring charges. However, it shall be possible to apply
an alternate recurring charge or contract for the period of the suspension
5.39 During a suspension of service, it shall be possible to:
i. apply an alternate recurring charge or contract for the period of the
suspension
ii. suspend application of time-based contracts and automatically resume
application of such contracts on resumption of service.
5.40 Un-suspend an Account / Service:
i. Ability to un-suspend a previously suspended account or service.
ii. Future dated suspension and un-suspension shall be supported

5.41 Change Telephone Number:Ability to provide a different telephone number for the
same subscriber, with minimum disruption to the service to the subscriber
5.42 Change Bill Cycle:Ability to support changing the bill cycle, bill date and/ or bill
period. All the charges need to be appropriately pro-rated and billed to the
customer/subscriber
5.43 Change Service profile:
i. Ability to add / update / delete features to the existing services. Ability to add
/ update / delete services to the existing customers/subscribers

239
 ii. Automatic generation of order workflow for execution and propagation of
changes to network mediation and inventory systems.
5.44 Re-installation:Ability to re-create previously permanently disconnected customer
within the defined aging period (e.g. 120 days) by manual/ automatic processes
governed and to be governed by a set of rules.
5.45 Permanent Disconnection:Conversion from one service type to another (like wire
line to fixed WLL or pre-paid broadband) Necessary workflow and process definition
shall be made available in Order Management also.
5.46 Future Dated activities: The following activities will also be supported for future
dates.
i. Movement of the service user between organizational units
ii. Change method of payment for a service from prepaid to post-paid
iii. Change method of payment for a service from post-paid to prepaid
iv. Updating general information of the services user
v. Updating additional devices of the services user
vi. Updating organizational unit information
vii. Adding or disconnecting organizational units
viii. Updating customer or organizational unit hierarchy information
ix. Assigning agreements and offers to a user or organizational unit
x. De-assigning agreements and offers from a user or organizational unit
xi. Modifying the addresses and names of the various entities
xii. Perform various queries of the data maintained by Customer Management,
including the user information, organizational structure, usage of the services,
invoices, etc.
xiii. Present information of invoice details through the GUI.
xiv. Present information regarding call usage details through the GUI.
xv. Present information regarding the unbilled charges and usage charges through
the GUI.
xvi. Present dispute history through the GUI.
xvii. Store information about user resources and equipment (e.g., phone
numbers/, User Names, Domains, ).
xviii. Support an automatic audit trail for all activities (i.e., new information,
maintenance activities etc).
xix. The same platform will manage both prepaid and post-paid services.
xx. Include user-friendly tools for managing customer hierarchies.
xxi. Support the change of organizational unit information.
xxii. Shall add/remove an organizational unit to/from a hierarchy.
xxiii. Support moving an account or subscription of organizational unit within the
same hierarchy or to a different hierarchy structure.
xxiv. Shall create an agreement and attach it to an organizational structure. (ie if a
Corporate/ business customer signs an agreement, all the employees under
the hierarchy shall be governed by this agreement)
xxv. Support the addition and removal of an agreement’s offers.
xxvi. Shall attach or change offer packages to any organizational unit or subscriber.

240
 xxvii. It will be possible to suspend/restore/disconnect an offer from any
organizational unit or subscriber.
xxviii. Customer Management will perform various queries of the data maintained by
Customer Management, including the user information, organizational
structure, usage of the services, invoices, etc.
xxix. For residential and enterprise account , Display of account overview and
detailed asset, such as the corporate group code, number of devices,
company name and segment

6. Basic unit of Rating:

6.1 The rating engine will be able to price IP EDRs, CDRs
6.2 Rating of duration will be based on any and unlimited UOMs (Unit Of Measurement).
E.g. minutes, seconds, KB, MB, events. The default UOM for duration and volume shall
be configurable
i. Content based
ii. Event based
iii. Data based
iv. Package / Component based
6.3 The system shall support three categories of unit types which are used during rating
and billing :
i. raw units
ii. rating units
iii. billing units
6.4 The system shall support configurable conversion between raw, rating and billing
units.
6.5 System should support BSNL to efficiently manage different OTT partners. It should
ably handle rating complexities involved when multiple content-types and partners
come into the picture.

7 Rating parameters:
7.1 The system shall support a key-based rating logic which allows :
i. The rater to be capable of rating an event record on the basis of any combination of
the event record attributes and customer attributes. For example, a combination of
the promised QoS and the actual QoS.
ii. The rater to be able to provide multiple attribute rating, that is, it will be able to use
any event attribute and any customer attribute in the rating algorithm. Ability to
vary rates based on a combination of the rating key values

7.2 The rater to be able to support distributing rated events to separate invoices on the
basis of any event parameter or combination of parameters. Relevant event
parameters include the following:
i. Service type, which means that, for example, the employer may agree to pay
for voice calls while an employee will be responsible for events of all other
service types, including data calls
ii. Caller location, which means that, for example, all of an employee’s calls that
were performed while the employee is at work are paid for by the employer.
iii. Event b-number/URL: The employer may specify a list of telephone numbers
and/or URLs, all calls to which he will pay for. Calls to all other
numbers/URLs will be the employee’s responsibility.

241
 iv. Event time: The employer may agree to pay all of the employee’s calls from 9
AM to 5 PM on weekdays, with all remaining calls being the employee’s own
responsibility
7.3 The Bidder shall also offer a rule-based rating engine which shall allow definition of
rating rules through expressions without any hard coding.

7.4 The system shall support rating with different rates for all the combinations of one or
more of the following subscriber or call attributes, which shall be configurable. The
following rating keys shall be supported by the system:
i. Customer plan
ii. Customer Rate Class
iii. Equip or Service Type
iv. Equip or Service Class
v. Class of Service
vi. Bill Class or Quality of Service
vii. Zones
viii. Day of call
ix. Rate Period (eg. Time of call, day of week)
x. Distance based Rating
xi. Charge on the basis of units, items or events
xii. Jurisdiction
xiii. Usage Points (Origin or Target)
xiv. Component (or group of products)
xv. Service Provider
xvi. Product
xvii. Currency etc.

8 Granularity of Rating
8.1 The system shall support multiple granularity of rating units at different levels,
starting from one second or less
a. Different granularity for different portions of a call/session duration
b. Different granularity for different types of events
c. Different granularity for different rate plans
d. Different customer groups
8.2 Different channel used (On the type of communication channel used (voice or data),
e.g. charge 50% less if the line is being used to access Internet).
8.3 Modes of Rating - The system shall support real-time/online and offline mode of
rating.
8.4 Selectable usage domains/types for the free minutes of usage:
a. Ability to select usage domains/types for the allocation of free units
b. Ability to target free units to specific usage types.

9 Tiered rating:

9.1 The system shall support splitting the entire call duration into multiple slabs of
different time duration and rating them at different rates.
9.2 The system should be able to split the CDR rate using business logic and bill

9.3 User Configurable Period Sets/ Day sets:The system shall support different time
bands for a day, day of the week, specific date etc. and the calls made at these
bands shall be charged with rates defined for these bands.

9.4 In the case of calls traversing multiple time bands, the system shall support system
variable options such as:
i. Rating the entire duration at the rate applicable to the time band when the
call started.
242
 ii. Rating at different rates applicable to each of the time bands the call
traversed i.e., the call shall be automatically split and each segment of the
EDR (Voice, Messaging, Data) shall be rated at the applicable rate period in
real time.

10 Stepped and Tiered Rating:

10.1 The system shall support stepped and tiered rating e.g. stepped - first 10 seconds at
one rate, the next 30 seconds at a different rate with a maximum rate limit.

10.2 System to allow stepped rates in conjunction with day element breakdown
10.3 Stepped rates and tiered plans be applied to data type calls

11 Re-Rating:
11.1 A re-rating mechanism will support re-rating for postpaid events
11.2 The re-rating process will run on-going and re-rate any usage which needs to be re-
rated immediately.
11.3 The re-rating will be performed concurrent with regular rating even for the same
customer
11.4 The rater will be available all the time including when the system is updated with SP,
patches etc.
11.5 Re-rating shall take into consideration any usage credits that might have been
considered during the rating process.

12 Free units, minutes or Free data volume:

12.1 The system shall support calculating free minutes or free data volume for a
subscriber during rating process/ rate level discounts

12.2 The rater shall support calculation of discounts at the time of the event consumption,
as follows
i. A cross-product discount (voice and IP)
ii. Discount when QoS is breached
iii. during billing process/ end of cycle discounts
12.3 The system will be able to manage free ‘units’ or balances, such as those that are:
i. Carried forward to the next month
ii. Dumped or lost if not consumed
iii. Pro-rated
12.4 The system shall allow configurable options to define when the free units shall be
applied.
12.5 Defining an initial period of any call that can be given free of charge. Calls lasting to
this and less than this period will be free of charge
12.6 The system shall support the following types of free units:

243
 i. free units of any type (duration-based, packets, bytes, events etc)
ii. free units for a configurable period of time (eg. 3 months, 6 months)
iii. cycle-independent units credits (eg. 300 minutes free over 3 months)
iv. Rollover unit credits (free units are rolled over to next bill cycle in case they are
not consumed.
v. The rollover free units shall support:
a) the maximum number of bill cycles or days the units shall be rolled over in
case they are not used
b) the maximum amount that shall be rolled over
c) first-in-first-out (FIFO) consumption of rolled over free units
d) last-in-first-out (LIFO) consumption of rolled over free units
e) All calls of a particular type will not be charged until the total duration reaches
a configurable threshold.
13 Contracts:
13.1 The system shall support Contracts configuration by which the Discounts and Unit
Credits can be provisioned to the customer and be valid for a pre-defined duration.
13.2 The contracts shall also support penalty charges in case the customer terminates
before the contract end date.
13.3 The system shall provide an option to waive the penalty charges.
14 Connection charge:
14.1 The system shall support defining a minimum charge for connection. Calls will be
charged at this fixed minimum rate plus rates applicable to different slabs for the
entire duration.
14.2 Happy hours, Weekdays, Holidays, Special days rating:
The system shall support rating with different rates for the following:
i. A certain period during the day defined as ‘Happy hours’; the bill shall insert
configurable message for these calls
ii. Calls on Weekends or other holidays or festival days
15 Rating plan versions:The system shall support versioning of rating plans and shall
apply the version that was in effect at the time of usage .The rating plans shall be
easily configurable.

16 Aggregate Rating:

16.1 The system shall support aggregate rating of all the calls for a particular period
16.2 The bundling unit could be the total duration or the total number of calls.
16.3 Volume or the number of thresholds shall be configurable and different rates shall
apply.
16.4 In the case of duration based aggregating, calls crossing the thresholds shall be
split and rated at respective rates.

17 Cross-bundled Rating:

244
17.1 The system shall support bundling usage across different categories.
17.2 Duration or number of calls across different service types are bundled and
accordingly different rates are determined for each service type
17.3 Duration or number of calls of one service type shall determine the rate of calls of a
different service type. E.g. total local usage determining STD usage
17.4 Duration or number of calls of all of selected subscribers in a group are considered
for determining the individual call rate.
18 Reverse charging & Toll Free Number:

The system shall support charging the called party. All calls for a particular number
shall be chargeable to the account of the called customer. E.g. toll free calls etc.
19 Special Calls, Frequent numbers, Friends and Family:

19.1 The system shall support different rates based on the number called.
19.2 For numbers designated as special numbers or frequently called numbers different
rates shall be applied.
19.3 Numbers designated as to Friends and Family are rated at different rates.
20 Call Forwarding group:
20.1 The system shall support call forwarding to a configurable set of numbers.
20.2 The rating shall be done differently for the original and subsequent legs of the call
each based on the forwarding number.
21 Dropped Calls credit:

21.1 The system shall support providing credits to dropped calls in voice as well as data
services.
21.2 Dropped calls shall be identified from:
a) Dropped call indicator flag in the call record or
b) The number dialed immediately after the call termination (within a specified
period of time) being the same as the previous one
c) The credit given could be in the form of a fixed amount or duration for the
next call
21.3 It shall be possible to rate the dropped call at
i. Zero rate
ii. Partial rate
iii. Full rate without credit for dropped call
iv. A rate decided by the characteristics of the call like data speed, transfer mode
etc.
21.4 Bill presentation of dropped calls shall indicate the original and credited amount
separately.
22 Zero Duration Calls:

22.1 The system shall support rating of calls with zero duration.

22.2 The rating/non rating of ZERO duration calls will be applied at the following level

245
 i. By country
ii. By date range
iii. By product/service
iv. By direction
23 Short Message Services:
The system shall support Rating and billing of Short Message Services (Ex: SMS
supported by NGN system etc). The rates could depend upon:
i. Delivered or non delivered messages
ii. Origination from the home system or from a visited system (roaming
subscriber originating an SMS )
iii. Destination of delivery (HPLMN, PSTN, VPLMN)
iv. Who to charge (sender or receiver)
v. Type of message ( Notification etc)
vi. Priority
24 Data Services

24.1 The system shall support rating the data services based on the following, in addition
to those attributes listed for voice.
i. Transmission mode
ii. Data transfer speed, Committed Information Rate, Peak Information Rate,
QoS,SLA.
iii. Transmission Capacity.
24.2 The system shall provide flexibility in rating allowing multiple discounts and using
multiple factors for rating like usage duration, usage time of the day.
25 CUG (Closed User Group):

25.1 System should support CUG plans with same tariff for all members OR plans with
different tariffs for junior members. Subscribers can have discounted rates and can
transfer free units within the group
25.2 Ability to support differential rating for CUG
25.3 Splitting and Rating: Ability to split the CDR record generated by the NE into
multiple records of same type and rating each record differently. Ability to generate
multiple charges from a single CDR guided to different multiple accounts.
26 Incoming Call Rating:

26.1 Ability to support rating of incoming calls.

26.2 Operator Assisted Call Rating:

26.3 Ability to support rating of operator assisted calls.

27 Pre-rated Calls: System should have the ability to support pre-rated calls.
28 Standard Minute Based Rating:System should have the ability to support
standard minute based rating.
29 Long Duration Call Rating:
29.1 It shall be possible to configure a period to identify long duration call. System shall
support long duration call processing where only initial segments of calls have the
following rating rules applied

246
 i. Surcharges
ii. Call attempt fees (ie. Fees based on number of times a call attempt is made
resulting in network usage)
29.2 System shall support maximum and minimum value for rating purposes in:
i. network-based duration ( ie Duration to be counted from the time subscriber
starts using the network, eg., right from on hook to off hook or starts dialing.)
ii. conversation-based duration
iii. time-based units
iv. data-based units
29.3 System to support minimum monetary charge based on
i. conversation based duration time based units
ii. conversation based duration data based units
30 Rounding:

30.1 Ability to round up or round down: a parameter to be used for rounding the call
duration or data volume up to a whole number of time or volume units, if it comes
from a switch in smaller units.
30.2 Ability in providing flexibility to rounding decimal levels.
31 Duplicate call processing:
Ability to Validate: System shall validate for duplicate Call detail records loaded in
same batch or different batches.
32 Error usage correction:
32.1 The system shall track the calls rejected and the resulting revenue loss and shall
allow for recycling them after user correction. The system shall also allow for bulk
correction of errored calls of same error code across multiple files to avoid file-based
error correction.
32.2 A GUI shall be provided for easier error management such that investigation and
testing of corrected errors could be performed prior to performing bulk error
correction.
32.3 Besides tracking rejected calls, the system shall also have capabilities to actively
monitor data anomalies after successful rating (including billing) to identify possible
rating errors through a financial dashboard. Thus, immediate trend analysis could
be performed by business users.
32.4 Shall support exception reporting
32.5 To assist the above active monitor, the system shall provide data aggregates to
minimally support the following:
i. Business metrics like Minutes of Use (MoU) and revenue run rate reporting
ii. Network element problem identification through aggregating events and
errored events by event source and periods of time within a day
iii. Charge problem identification caused by missing or additional charges
associated with events

33 Rate/ Tariff Plans

33.1 Tariff creation shall have a date range for future tariff use. Tariff creation shall have
a date range for limited period charges. Tariffs shall be able to be constructed using
high level tools having menu driven GUI’s.

247
33.2 It shall be possible to apply Tariff and product structures flexibly without major
software engineering effort.
33.3 Tariff and products shall be able to take effect immediately once released in
production.
33.4 It shall support definition of a master tariff plan from which subordinate plans may
inherit characteristics.
33.5 A single tariff plan environment supporting rating of events for retail, dealers and
resellers customers.
33.6 Ability to create a sales promotion tariff plan that supersedes the normal tariff for a
specific period of time.
33.7 Ability to assign a unique tariff to each customer or same tariff to a group of
customers at a time.
33.8 Products shall be able to be flexibly constructed through the use of re-usable
building blocks, such as tariffs or associated equipment.
33.9 Outbound calls and notification (e.g. SMS) to be based on Inter-carrier rates plus a
percentage.
33.10 A tariff must be capable of applying a flat charge, as well as a timed charge on an
event.
33.11 A period shall be definable by BSNL for the period of the flat charge
33.12 Ability to rate based on content as defined by BSNL
33.13 Ability to rate based on customer specific data within customer information
33.14 Ability to add new criteria (columns) to rate tables.
33.15 Ability to rate in real time as the billing events are received
33.16 Scalable multi-processing SW architecture, so new rating engines shall be activated
as required. (i.e. multiple instances of rating processes)
33.17 Ability to change rate plans with immediate effect i.e. 00:00 Hours of the day
33.18 Ability for BSNL to easily modify its own rate plans and modify the rate plan table
structure if required.
33.19 Special pricing shall be available based on dates to support holiday rates.
33.20 Different rates shall be available based on the time of the event. (peak/ off-peak
rates)
33.21 Minimum pricing rules shall be available.
33.22 Charging based on mileage steps is required. (similar to bonus points)
33.23 Charges for content shall encompass:

i. A charge for access to the content provider (flat charge).

ii. A charge for the content provided by the other content provider
iii. A charge for access to the content provided by BSNL.
iv. The ability to charge based on packet size (content size).

33.24 Sources of data for rating shall include Event data records, Pre-billed records of
services from other service providers for re-billing, New billing record types as
defined by BSNL.
33.25 The rating engine shall be able to identify duplicate files.
33.26 The ability to fix erroneous event detail records and reprocess events in error
automatically and via user interaction shall be available.
33.27 The rating engine shall be capable of parallel rating (ability to apply any number of
charges from the same event) to any number of accounts.
33.28 The ability to guide charges based on more than one guide point shall be available.
33.29 The rater shall be capable of applying different tariffs over the course of one event
(e.g. recognizing a change between peak/off-peak rates in the course of one event
when the call spans two time zone tariffs.)
248
33.30 Ability to re-rate events, such as previously rated events from a prepaid system.
33.31 A system for real-time alarm checking and triggering shall be available to assist in
efficient usage processing (e.g. SMS, e-mail updates based on credit limit thresholds
being exceeded).
33.32 QoS evaluation functionality shall be available based on the QoS parameters
supplied in an event feed; a framework is used to evaluate the level of QoS per
event. It shall be possible to grant rebates, if any, as per the QOS parameters.
33.33 Call records to be protected from modification, deletion or addition by all users
except designated system administrators.
33.34 Processing and rating to be automated with cumulative exception reports created for
access by the system administrator.
33.35 Facility should exist whereby calls shall be rated in differing increments. For example
in packet size, cost or time, e.g. 20 paisa, 15 seconds, 10 hours, 1024 bytes etc.
33.36 Calls to be rated with differing minimum charges either in cost or time, e.g. 20
paisa, 15 seconds, 10 hours etc.

34 Bill On Demand:

System shall also support the following non cyclic billing scenarios:
i. It shall allow users to perform billing independently of the billing cycle. This
shall enable CSRs to invoice customers for all open charges at any point,
without having to wait until the end of the normal billing cycle.
ii. System shall provide the functionality to allow users to create bills and
invoice customers automatically at time of request for service provisioning
iii. Billing System shall allow users to charge and bill subscribers in advance for a
number of cycles.
35 Corporate Billing:

35.1 Billing module shall support both business and consumer oriented accounts within a
single application across multiple billing systems and multiple services and it shall
support the following account hierarchy:

i. Multiple levels of account hierarchies with unlimited levels of hierarchy across

accounts allowing transfer of different charges, including but not limited to
the following:
a. Recurring charges
b. One time charges
c. Usage charges
d. Accounting head-wise charges
e. All charges
ii. Ability to design any level within the hierarchy as a billable entity.
iii. Ability to assign responsibility for charges to various level of account
structure.
iv. Discounting packages across various components to the account hierarchy.
v. Designation of billing hierarchies to reflect organizational structures of the
company, such as subsidiaries, departmental arrangements or geographical
boundaries.
vi. The system shall provide child-parent relationship in detail with the target
account.
vii. Billing system shall provide the functionality to organize the subscribers in
billing hierarchies. Billing hierarchies may have subscriber accounts that are

249
 self-paying or subordinate (non-paying), where all charges of such accounts
shall be billed to the parent account.
35.2 System shall preserve the detail of the sponsored accounts in the account
hierarchies. It shall provide functionality so that a sponsored customer can
determine from the bill what charges were sponsored, and the sponsor can see the
amounts incurred from each sponsored account. System shall provide the following
functionalities in case of sponsored billing.

i. Sponsorship of all activity up to a specified amount/ time limit. For example,

a sponsoring company pays for all charges incurred by an employee up to a
specific limit per month. The employee pays any charges above the per-
month limit.
ii. Sponsorship on a per-service basis. For example, a subscriber pays for
Internet access, and the subscriber's grandmother pays for a gaming service
as a gift.
iii. Partial sponsorship for a single service. For example, a company pays an
employee's monthly fee for Internet access, which includes twenty five free
hours per month. The employee pays an hourly rate for any usage over
twenty five hours per month.
iv. Credit to sponsoring or sponsored account for sponsored usage. For example,
a sponsoring company pays an employee's monthly fee for Internet access.
For every hour the employee uses, the sponsoring company receives a credit
against its cost of providing the monthly service.
36 Content Billing
36.1 System shall provide BSNL subscribers to access services provided by external
content providers and be able to handle the revenue sharing with the content
provider through Billing system. It shall allow feeds from multiple systems such as:

i. Mediation platform
ii. Content gateways
iii. Payment gateways

36.2 It shall support establishment of agreements and contracts with content partners.
The contracts shall support rule-based rating and revenue sharing schemes.

36.3 System shall allow content providers who do not have their own customer care and
billing system to leverage the content settlement billing system hosted by BSNL. It
shall provide the following capabilities:

i. Ability to respond rapidly to changing market dynamics with the fast

introduction of multiple services-each with appropriate pricing plans and
business models for any target market
ii. Integration with financial systems to allow instant general ledger updates and
the ability to track earned and unearned revenue at any time
iii. Instant access to current account information, including aggregated content
distribution information, current billing details, revenue collection and
settlement, customer care, and reporting
iv. Elimination of revenue leakage through transaction authorization
v. Usage-based billing that shall maintain an auditable log for invoicing,
remittances, customer self-care, and dispute resolution
vi. Revenue sharing of not just usage transactions, but also recurring and non-
recurring charges

250
37 Taxation:
37.1 Tax Determination: Ability to determine the tax associated to each billed item,
according to the following rules:

i. Customer related attributes of the account level that can have billing
responsibility. Customer tax identifier shall be assigned to a specific field in
customer account table (e.g. GST, tax exemption, central tax, state tax, sales
tax, service tax, value added tax, MODVAT, etc.)
ii. Product and Service characteristics - Product and service can be a priceable
item or any miscellaneous billed credit or debit. Each charge shall have a tax
identifier assigned to a specific tax field in the products/ services related
table.
iii. Ability to support different tax packages, tax point (dates) and tax values
coexist in the bill
iv. Ability to apply tax from multiple jurisdictions viz. country, state, city, etc.
against all items for which a customer is billed.
v. Splitting the revenue in terms of recurring and non-recurring charges and
applying taxes differently on the two parts as per the tax jurisdiction.
37.2 Billing system shall be flexible enough to adapt to any change in Tax Regime from
time to time.
37.3 Tax exemption: Ability to support tax exemption based on a 'Tax Exempt' flag. The
tax exemption shall be done either at the customer or at the product level.
37.4 Tax details and Bill presentation: Ability to generate all tax details for both A/R
processing and also for the bill presentation purposes.
37.5 Tax reconciliation: Ability to provide taxes with respect to all charge types.
37.6 Reference data:System shall maintain reference data for different Tax types, Tax
amounts and other tax related attributed and shall be administered through a menu.
38 Invoicing

38.1 The billing system shall allow users to configure multiple bill periods (billing
frequencies) and bill dates in line with the requirements of BSNL without any
limitations.
38.2 The billing system shall also be able to add/change and terminate bill cycles and
schedules. Recurring charges shall be appropriately and flexibly prorated.
38.3 Shall have a GUI based flexible invoice format that would allow different invoice
formats for different types of customers.
38.4 The invoice format will include the following items (at a minimum):

i. Invoice or statement level billing detail specified at the customer level.

ii. Regulatory Taxation Display
iii. Summary of Charges

251
38.5 Payment Details Section as configured by BSNL
38.6 Event Details which can be displayed or not based on BSNL's business requirements.
38.7 Definable display of summarized information, or Line by line details, depending on
event type shall be available.
38.8 Support invoice reporting options, customer selectable
38.9 Calculate and charge interest on outstanding account balances
38.10 Billing Address and Mailing Address captured at customer level.
38.11 All non-invoice child customers in a hierarchy shall be able to be included in parent
invoice.
38.12 Subscription charges shall be optionally detailed on subscribers' invoices, even if
there is zero charge.
38.13 Invoice Messaging shall be available to pass on messages to the customer.
Customer criteria, such as any customer detail information or billing usage
information shall be used at bill production time to selectively decide which
messages shall be put on bills. BSNL shall be able to add/change or delete invoice
messages.
38.14 Invoice messages shall be able to be sent to all customers or to only a sub-section of
customers.
38.15 Invoice messages shall be able to be tailored based on :

i. Invoice Schedule
ii. Customer
iii. Differing Messages for Statements versus Invoices
iv. Global Invoice Messages
v. Client-defined marketing message priorities (e.g. customer type-specific
messages could override global messages, if required)
vi. Regulatory messages
vii. Final Bill messages

252
 viii. Past Due messages
ix. Service Specific messages

38.16 The Invoice template shall be easily modified to allow additions/changes to the
invoice layout. The following items shall be able to be changed easily without
customization:

i. Adding company logo to front page.

ii. Changing text in each section.
iii. Invoice text for each tariff, discount, recurring charge, etc.
iv. Client contact details.
v. Rearrangement of invoice sections.
vi. Specification of invoice section where particular messages are to be displayed.
vii. Ability to include products and charges from different services into a common
invoice.
viii. Ability to produce graphs which can be put on bills.
ix. All detailed billing data shall be available to CSRs when investigating billing
disputes. This includes detailed bill information when a summary bill has
been issued to a customer.
x. The exact bill image shall be available to CSRs to assist is handling customer
questions/concerns.
xi. The billing system shall have the capability to distribute invoices via e-mail.
xii. Subscribers shall be able to view invoice images/details via the Web. The
format shall be provided in both HTML and XML.
39 Invoicing General Conditions:

Overall, the chosen system must support the following conditions :

i. One bill shall be produced for all of a customer's services, or for a subset of
them.
ii. One bill shall be produced for each or every level in the account hierarchy for
a specific product or service.
iii. Bill cycle can include any predefined group of customers and any ad-hoc bills.
iv. Individual customers can be moved from one cycle to another cycle at any
time (including in mid-cycle), with full prorating of current and future charges
from original cycle dates to new cycle.
v. Full bill details shall be available, including full listing of all usage costs, non-
usage charges (recurring and one-time), payments, adjustments, discounts
given, etc.
40 Billing Process:
40.1 Ability to designate multiple billing cycles, including parallel cycles on same day.
40.2 Ability to produce an Ad hoc bill (Bill on Demand),
40.3 Ability to view all credit and debit transactions,
40.4 Ability to support a variety of bill formats,
40.5 Ability to export/import bills, to/from other systems
40.6 Ability to Consolidate bill
40.7 Show multiple wireless and ISP (in future) services on one bill
40.8 Offer cross-service discounting

253
40.9 Track history of customer's bill, (show bill images on-line for user-definable historical
period)
40.10 Ability to Include third party debit/credit transactions on the bill
40.11 System should support Cancel bill feature to allow service provider to cancel the
existing invoice and reproduce new invoice with correction
40.12 System should allow to manage the bill disputes raised by the subscribers. It should
allow marking the subscriber's bill or a particular bill charge as 'Disputed' or
'Undisputed' with reasons. A dispute can be raised on the following:
• Bill – In this case, the dispute is raised on the total bill amount
• Bill Charge – In this case, the dispute can be raised on a particular charge that is
erroneous.
40.13 The system shall be able to generate duplicate bills and dispatch the same to
customers when the customers complain about non-receipt of the original bill
40.14 The system should be able to provide support to partner commission batch
configuration
41 Bill Cycles:
41.1 It shall be possible to assign Bill Cycles through CRM
i. Ability to support parallel / over lapping bill cycles ( for different services)
ii. Ability to assign bill cycles based on
iii. Customer type
iv. Customer geographical location
v. Other defined Customer characteristic(s)
vi. Dates
vii. Other definable values

41.2 Ability to change the bill cycle/ bill date and bill period (billing frequency) for a
customer.
41.3 The system shall have ability to run concurrent and multiple bill cycles on a same
day
41.4 The system shall have ability support to define multiple bill cycles
41.5 The system shall have ability to defer bill cycle dates
41.6 The system shall have ability to rollback the bill generation for a bill cycle/ bill date
completely.
42 Bill Periods:
42.1 Ability to support flexible bill periods
42.2 The proposed system shall support billing with the following scheduling:
i. Weekly
ii. Fortnightly
iii. Monthly
iv. Bi-Monthly
v. Quarterly
vi. Annual

254
42.3 Upon customer request
42.4 Ability to support defined bill periods for products as against the customer (account)

43 Cut-off point for a bill cycle:

43.1 System shall support a clear cut-off timing for the charges computation for a given
bill cycle/ bill date.
43.2 Bill Cycle Load balancing (Ability to support billing cycle load balancing)
43.3 The proposed system shall automatically balance new customers between the cycles
to create a balanced cycle load, including parallel cycles.
43.4 Tracking Bill Cycle run: For tracking of cycle execution the proposed system shall
support :
i. Creation of test bills
ii. Stopping bill cycle runs
iii. Rerunning from beginning or from selected steps
43.5 Scheduling & Monitoring of Bill cycle runs:
i. Ability to designate special days (e.g. week end, holidays) as cycle or non-
cycle run days, with approximation of bill cycle run time,
ii. Ability to interrupt a billing cycle run in mid-process, and subsequently restart
at leave-off point.
iii. Ability to view detailed contents of all bill cycles online, with number of
contracts/customers in each cycle, types of contracts, etc.
44 Bill Cycle Assignment:Ability to assign a customer to a billing cycle both
automatically (system-based) and manually. If system does it automatically, then
there shall be a provision to override that assignment

45 Bill Data:
BSNL collects high levels of customer information from all of its transactions, and
expects to show details of this information on its billing statements, subject to
customer request. As such, the chosen system must show details of all services
offered by BSNL, as well as customer-specific data such as accounts receivables
data.

i. Include all types of Customer Traffic

ii. Include all types of one-time debit/credit transactions
iii. Include payments information
iv. Include third party credit/debit transactions
v. Include all types of recurring debit/credit transactions (e.g., monthly
subscription charges).
vi. Include Late Payment Charges.
46 Detailed Bill:
46.1 Ability to globally define in the system:
i. Itemization.
ii. Sort definition
iii. Level of sub-totals
46.2 Ability to choose bill details based on customer request:
i. Itemization.
255
 ii. Sort definition
iii. Level of sub-totals
46.3 Bill generation:
i. Generate a first bill.
ii. Generate a final bill.
iii. Generate bill at any time upon request.
46.4 Generate Ad Hoc bill according to:
i. Customer or account Thresholds
ii. Predefined dates
iii. Credit limits
iv. Combination of the above
46.5 Ability to generate supplementary bill based on manual inputs.
46.6 Ability to suppress bill generation on selective basis.
46.7 Ability to Hold the bills from dispatching (Post bill run)

47 Bill Images:
47.1 Ability to produce Bill images in the format same as that of hard copy of the bill
which is sent to the customer
47.2 Ability to store bill images on external imaging system, with easy retrieval and
viewing online
47.3 There shall be a search facility provided to locate a particular string on the bill image

48 Bill formats:

The system shall be flexible to allow the system operator to change the bill formats
dynamically. The bill formats shall be configurable.

48.1 Ability to create multiple bill formats according to:

i. Customer category
ii. Hierarchy
iii. Departments
iv. Service type
v. Special promotions
48.2 Ability to support multiple page format per bill
48.3 Ability to print on page 'reverse side'; i.e., double-sided bill
48.4 A summary of usage and other charges for each of the selected bill plans shall be
provided. This helps customers appreciate the value derived by opting for a bill plan
48.5 Different levels of aggregation of charges shall be possible e.g. at the subscriber
level, at the hierarchy level etc.
48.6 The tax component in the charges or adjustments- credits or debits- shall be stated
separately
48.7 The bill shall specify the period for which the bill has been calculated
48.8 Where rounding is applied e.g. the bill shall clearly specify the rounding method and
the level at which rounding takes place e.g. duration of individual calls
48.9 Late payment charges shall be specified separately.
256
49 Language:

The system shall provide for different languages (listed in the schedule VIII of the
constitution of India) in which the bill needs to be printed. This is a critical requirement in
areas where literacy levels are low or confined . The system shall be able to print the bills in
the preferred language of the customer.
50 Bill batches:

50.1 Ability to generate bulk bills based on Customer Number or some demographic
details of a customer like account numbers, pin code, etc...
50.2 Ability to merge batch files for printing. There shall be a provision to change the
number of files to be merged
50.3 Bill re-print(s):
50.4 Ability to re-print bills on customer request as of the original bill format.
50.5 Ability to charge for the re-print. This charge shall be automatically attached to the
customer
51 Bill messages:

51.1 Ability to attach bill messages by Customer category, Service type, Customer ID

51.2 And Payment method.

51.3 There shall be a provision to insert appropriate messages in the bill e.g..
51.4 Explanatory message in the first bill about the structure and contents
51.5 Explanatory message of a billing plan or discount when this appears in the bill for the
first time.
51.6 Explanatory message for the adjustments that are shown in the bill.
51.7 Business promotion, cross-selling messages to eligible groups of customers

52 Bar coding:

52.1 The system shall support user configurable bar-coding of invoices

52.2 All information that need to be included in the bar code shall be provided in the bill
print file

52.3 The bar code information could include the following:

i. Account Name/organization name

ii. Account Id
iii. Account number at the paying bank
iv. Invoice number
v. Invoice amount
vi. Invoice date
53 Bill print sequencing and grouping:

53.1 The system shall support user contact information in fields that can be sorted in a
user-defined sequence. This sorting can be done before printing to print all bills in a
category as a group (e.g. bills going to the same area, bills going to the same
corporate customer, etc.).

53.2 The system shall group all bills that are to be delivered by different modes
a) By post if the amount is less than a specified limit
257
 b) By courier if the amount is greater than a specified limit
53.3 The system shall support re-printing any bill in the cases of bill loss etc.
53.4 The system shall support defining bill delivery agencies, tracking the bills allocated
to them
53.5 The system shall also support maintaining proof of delivery status received from the
delivery agencies
53.6 Ability to group all charges of a defined usage type into a separate group, e.g. all
local calls into a local calls section
53.7 Ability to print on page 'reverse side'; i.e., double-sided bill
53.8 Export one/many bills according to:
i. Bill ID
ii. Bill Cycle
iii. Customer category (including Service Provider)
iv. Date
v. Service type
vi. Combination
53.9 Issue bills to the following media:
i. Paper
ii. CD
iii. File
iv. E-mail (Hyperlink / Html format / PDF)

53.10 Enable sending of bills to external printing facility. Separate the bill files sent to
external systems by:
i. Customer category
ii. Cycle
iii. Number of pages
iv. Combination

53.11 Ability to support printing some inserts with the bill. This might vary from customer
group wise.

54 Bill Copies:

54.1 Ability to send original bill and bill copy to different customer address,
54.2 Produce "Copy identical to Original" upon request,
54.3 Ability to support number of bill copies based on pre-defined request by customer.
54.4 Ability to print the following details:
i. Bill sequence number,
ii. Customer name and address
iii. Date of all calls/events,
iv. Billing date,
v. Customer number,
vi. Payment method,
vii. Re-rated transactions,
viii. Outstanding balances due (past due amounts),

258
 ix. Payments made in advance,
x. Discounts,
xi. Comparable savings,(other Tariff plans/ Operator services, etc)
xii. Deposits taken,
xiii. Bill Messages
xiv. Loyalty Points
54.5 Reference data administration:
i. Bill media
ii. Bill delivery agencies
iii. Bar code inputs
iv. Bill sort order
v. Bill delivery modes
vi. Delivery mode threshold
55 Formats and Structure of Print Files

55.1 The structure of the file provided by the system will have the following:

i. The data that gets repeated while printing. (E.g.: Invoice number amount etc
getting repeated in the counterfoil )
ii. Calculated fields. (E.g.: the Printing program may populate some sub totals
based on information in position specific data, or tagged fields.)
iii. Information fields (Account data etc)

55.2 The following inputs will be mutually decided and agreed upon.
i. Number of lines per page.
ii. Tags/ markers to suppress itemization, Summary pages etc.
iii. Position specific data will have to be agreed upon.
55.3 The System shall provide the following output formats :
i. Interactive PDF's
ii. Post Script. ( PS )
iii. Tagged Data
iv. RTF
56 Generation of Print Files

The system shall support generation of print files in the following formats:

i. 1 file for complete bill cycle

ii. One file is generated for the complete bill cycle, within the file the actual Bills can be
sorted either on Account No, Invoice number or some other unique key.
iii. Based on the Billing Address information against the account 1 file can be generated
per ZIP code.
iv. Within each file the Bills shall be sorted on Account number, Invoice number or a
unique identifier.
v. 1 file per bill.
vi. Each invoice is generated in a separate file.

259
57 Merge and Sort:

There will be a facility to merge the Bill's into a single Bill file and sort them based
on specific criteria when required.
58 Marketing inserts

58.1 The system provides methods to insert marketing information in the following ways:
i. Before / At printing stage.
ii. If Tagged data is used the printing program can be made to read tagged specific
data and add inserts based on the information attached with that tag. E.g.: if
Invoice amount if > 2000 - Insert specific message.
58.2 The Solution shall enable data to be sent to the printing system externally to get
included into the Invoice. E.g.: We can provide an excel sheet with Account Numbers
of all subscribers whose Birthday is within that particular bill cycles and the message
to be included.
59 Suppression:

59.1 System supports generation of invoices, which shall not be printed. Ex: In the case
of Employee accounts etc.
59.2 System shall support holding some invoices due to errors etc, i.e. not printing these
invoices if required.
59.3 This can be achieved based on information sent in the printable file itself from the
system. E.g. In case of Employee accounts, we can attach a specific character
against the Zip code based on which the print program can be structure to recognize
the same and Ignore the Bills.
59.4 Information can also be sent externally to the Print Bidder the exclude particular
Invoice from printing
60 Dispatch information:

60.1 To assist the dispatch process the system will generate MIS reports per bill cycle
which server the reconciliation process.
60.2 These reports contain the following - Account number, Invoice number, Invoice data,
Invoice Amount, Address
60.3 The system shall generate an adhoc report to account for the numbers of invoices,
invoice numbers and account numbers transferred to the Print Bidder in each Print
file. A counter report can also be generated at the printer end to facilitate the
reconciliation process.
61 Re-printing of Bills:

61.1 The system shall store the non-printable format of the invoice, sorted for a set
number of bill cycles.
61.2 On request, it shall be possible to run a specific program to generate the printable
format and pass it on to the print Bidder.
62 Dunningletter:

62.1 The system supports configuration of dunning rules.

62.2 Generate Dunning letter in a printable format.

63 Ad-hoc Billing:

63.1 The system shall also support ad-hoc billing, e.g.

260
 i. Customer wishing to disconnect and close the account
ii. After settling a dispute by giving adjustments the customer requires an instant
bill revised to the effect
63.2 Ability to do Bill Sampling (Sample bills shall be generated and be checked for
correctness. This action would not update the databases) :
63.3 Define the amount of bills to be included in the sampling process
63.4 Define the service types to be included in the sampling process
63.5 Define the customer categories to be included in the sampling process
63.6 Choose specific customers to be included in the sampling process
63.7 Define the mandatory credit/debit transactions to be included in the sampling
process
63.8 Define the threshold bill amount to be included in the sampling process
63.9 Define the raw transactions (calls) to be included in the sampling process
63.10 With any combination of the above criteria, bills shall be generated and be checked
for their correctness
63.11 Bill reprocessing: It shall be possible to do all pre-bill checks before a final bill or
invoice is prepared by the system. Any no. of re processing or reversions shall be
possible at all stages of bill processing at the pre-bill stage. Once the bill is finally
generated, there shall not be any facility by which any user can reverse the bill
generation. Modifications in the generated bills must be done only by authorized
officers through available utilities like cancellations, adjustments, installments etc.
63.12 The system shall support reprocessing the bill for single or a number of accounts
e.g. Replacing an incorrectly assigned billing plan with the right one and re rating
for the period.
64 Open Item Accounting:

64.1 The billing system shall support the concept of open items. It shall be possible to
group charges into open items which are then referenced through the various
financial processes. The system shall allow Account Receivables to be tracked at
multiple levels, namely :
i. Customer account
ii. Invoice
iii. Product or charge
64.2 Open item accounting shall be supported through the entire financial process,
including payments, collections, treatment and journal posting.
64.3 Open items shall be configurable as per user requirements.
64.4 The open item concept shall be supported in all the key functions such as
i. charge re-distribution between accounts
ii. bill calculation
iii. bill formatting
iv. payments processing
v. collections / treatment
vi. journalizing to the GL
64.5 Through this concept of open items, the system shall keep track of balances at
multiple levels:
i. account level

261
 ii. product level
iii. group of products level
64.6 Open items and their priorities shall be configurable. (For ex. In case there is a part
payment, then as a business rule we may pay government dues and taxes at priority
then we take the usage charge, so on and so forth)

64.7 It shall be possible to assign priorities to open items and use these in allocation of
partial payments to multiple services.

64.8 It shall be possible to link customer accounts and services to open items and create
balances dynamically. (i.e Once linking is done, the balances have to be assigned
dynamically to open items) These balances could be either prepaid or postpaid in
nature.
64.9 The system shall support convergence of payment options.
64.10 Billing account settlement process along with Refunds/write-offs supports features
including but not limited to the following:

64.10.1 Account settlement initiation for the Volutary disconnection or Disconnection due
non payment cases
64.10.2 Settling the deposit/ excess payments to outstanding lying agaisnt the account
64.10.3 Raising and requesting the write off/ refund amounts
64.10.4 Post approval , sharing the data to ERP for cheque processing in case of refunds
64.10.5 Set
64.10.6 Reinitiation of Account settlement in case of OUtstanding update due to
adjustment posting
64.10.7 Taking payments against settled accounts in Payment Management system
64.11 System should support refund of account settlement amount through channels like
Cheque, NEFT/RTGS and NACH
64.12 System should support payments made against Escrow accounts as offline payments
and posting of revenue share as post office commission in accounting system.
64.13 System should support GST implementation with features including but not limited
to the following:
i. Capturing of GSTIN Number and GST State
ii. Installation address wise Billing and revenue realising
iii. Sub ledger preparation based on GST State
iv. Taxation of Point of Sale items in Payment managemnt system
v. Giving Receipt vouchers for advance and excess payment
vi. State wise Invoice numbers & Receipt Voucher Numbers
vii. credit Notes for all credits like posted from front end, Plan disconnection
Refunds
viii. State wise Trail Balance generation
ix. GSTR 3B and GSTR Form 1 Generation
x. Printing of Sale invoice for Point of Sale module with receiving State wise
sequence
65 Discounts:

65.1 Discounting Plans: Different methods of discounting shall be available. Discounts on

usage duration shall be targeted by:

i. Early payment.

262
 ii. Historical Cumulative Trends in Usage (for example discount if usage
increasing over each of the last three months.)
iii. Discounts based on cross product usage
iv. Discounts based on other subscribers usage within the same customer
hierarchy
v. Discounts based on per service level or per branch of hierarchy level.
vi. Market
vii. Customer Type
viii. Type of Event
ix. Service
65.2 The discount functionality shall have the flexibility of applying to a customer in a
hierarchy, or to be expanded over multiple customers as part of a hierarchy.
65.3 Cross product discounting shall be available where discounts can be applied to one
product based on another product's criteria. The discount shall be available in the
form of percentage or fixed price. Criteria for the discount allocation shall include
monetary amount or duration of events.
65.4 All discounts shall have an associated date range to indicate that the discount is only
available for a set period of time (promotional discounts).
65.5 Flexible rounding rules in tariffs are required. The method of rounding shall be
capable of rounding up or down. The value that triggers the rounding shall be
definable as well as the digit that is rounded.
65.6 Calculate discount according to the following parameters:

i. Service,
ii. Call type,
iii. Originating number,
iv. Country,
v. Group of countries,
vi. Most dialed B-numbers (B-party),
vii. Minutes,
viii. Time of day,
ix. Day of week / month,
x. Month of year,
xi. Special dates,
xii. Two in one (like two minutes in the price of one),
xiii. Customer characteristic (e.g., ID, segment group, type),
xiv. Call duration,
xv. Call longer than…,
xvi. Event (e.g., registration),
xvii. Volume (Tier, step, Threshold),
xviii. Money,
xix. Minutes,
xx. Calls,
xxi. Credit Units,
xxii. Period,
xxiii. Calls to/from a particular area
xxiv. Free minutes during a period
xxv. Group calls for CUG, e.g. Centrex

65.7 The system shall support the following discount types :

263
 i. Flat / bulk
ii. Tapered
iii. Gross / Net
iv. Discounts sequence / order. (eg. For giving volume discount, clubbing
discounts, etc.)
v. Head Quarter Discounting
vi. Tie Codes based
vii. Ability to support discount plan matrix, base on volume & services
65.8 Discount is given in terms of:

i. Minutes
ii. Calls,
iii. Money (different currencies),
iv. Bonus points,
v. Percentage,
vi. Combination of the above
66 Pro-rating Discounts:

66.1 Ability to pro-rate discounts, if there is a need to bill for the partial period
66.2 Ability to carry forward the unutilized calls discount to the next billing period or to a
defined set of time e.g. 3 months max
66.3 Discounts prioritization:
i. prioritize plans,
ii. accumulate plans (discount on discount with limitations), (For eg. A
destination discount is given to a customer and then a volume discount is
given. if the total destination discount is more than the threshold then
volume discount may not be given)
iii. automatic plan utilization according to min/max sum (like utilizing the plan
that provides maximum credit points / discounts)
66.4 Ability to provide cross product discounting
67 Best Bill Plan:

67.1 Ability to compare the bill value with respect to multiple bill plans and come out with
best bill plan for a given subscriber/customer based on Report generated on request.
67.2 A trend analysis report shall be available for the CSR to interact with the customers
and to suggest alternative plans that will bring more value for the customer's money
on request.
67.3 Bill shall present usage Bill Plan wise also, to allow customers realize the value
derived by using a particular bill plan based on Report generated on request
67.4 System shall be able to generate bill at any level of hierarchy and the payment
responsibility shall be at the bill generation level.
67.5 But, it shall also be able to aggregate the bill amount at any level of the hierarchy
based on the situation
67.6 The system shall separately print the tax amount for the adjustments also.
67.7 The bill shall clearly state the bill period or the usage period for which the current bill
is being issued
67.8 Currently the bill gives the actual duration of usage, while the charges are based on
pulses, which are derived after rounding the actual duration. In addition to the
actual minutes, the billing minutes shall be provided
67.9 The system shall support the appropriate allotment of free minutes to all the eligible
subscribers coming under an account, instead of allotting all the free minutes to the
264
 first subscriber that is being taken for billing.
67.10 Ability to support future dated changes
67.11 Ability to provide all bills (at least last 6 ) online to resolve customer queries easily
67.12 Currently all the adjustments are available on the same screen, but it is required
that all the details of the adjustments shall also be presented e.g. credit, debit
invoice, remarks etc
67.13 The system shall allow discounted rates to be applied to all customers on special
occasions like festivals etc.
67.14 The system shall support bill plans with special rates for committed usage
67.15 The system shall support usage for a maximum ceiling and automatic disconnect
beyond the threshold
67.16 The system shall support bar-coding of outgoing documents - invoice or mailer
67.17 The system shall support any number of bill plans as required by BSNL
67.18 The system shall support break up of discount amounts to each call that qualified for
the discount
67.19 The system shall support correct distribution of free minutes to all the subscribers in
the same level of a hierarchy.
67.20 The system shall support different sequences of bill printing for the purposes of
delivery grouping
67.21 Ability to generate late payment charges automatically based on percentage or fixed
amount.
68 Payments:

68.1 The system shall support both balance-brought forward and open item accounting.
68.2 The billing system shall support a number of payment types in order to provide the
customer with many payment options. The payment options listed shall be supported
by the billing system :
i. Cash
ii. Cheque
iii. Credit Card
iv. Any other mode specified by BSNL
69 Electronic clearing system:
69.1 Should support Internet banking
69.2 The billing system shall support payments against specific charges or open items. It
shall be possible to :
i. allocate partial payments to specific charges/open items
ii. define the priority in which partial payments apply to different charges
iii. perform collections and dunning at account and invoice levels
iv. Performa journalizing of transactions by open items

69.3 Different methods of payment registration shall be available to support individual or

batch payment entry. The system shall able to update payment through soft media
too.
69.4 A facility shall exist to reject or offset payments. (i.e Offsetting the payment against
the credit available in previous month)
69.5 Ability to collect customer deposits. Deposits shall have interest calculated whilst
held by the Service Provider. Categories-Interest/non-interest bearing,
refundable/nr, adjustable/ and the system shall be able to adjust the interest against
265
 the existing outstanding. The interest calculated shall be stored separately in the
system and shall be used for accounting module too.
69.6 Different types of adjustments (and re-adjustments) shall be available to the CSR to
debit/credit a customer's account. Different levels of CSR's shall have different
thresholds of adjustments they are entitled to give. Examples of adjustment types
available are :
i. Debit and Credit Notes
ii. Usage Adjustments (taxed)
iii. Specific Charge Adjustments (taxed)
iv. Miscellaneous Adjustments (untaxed)
v. Authority Levels for individual adjustment amounts
vi. Transfer Deposit Account amounts to Invoice Account and vice versa
vii. Refund deposit
viii. Write Off Adjustments
ix. Non Sufficient Funds Adjustments (payment rejection)
69.7 Subscribers shall be able to view adjustment details and view/process payments via
the web.
69.8 Support an interface to a payment switch for the purposes of making online
payments (from a debit account or credit card). Store the received authorization
number.
69.9 Support an interface to a payment switch for the purposes of making direct entry
(batch) payments. Store the received authorization number.
69.10 Support an interface to a payment switch for the purposes of making payments
using online Bill Payment and Pre-Authorized payments (e.g. Direct Debit and Credit
Card)
69.11 Model the tariff structure for payment transactions, including flexible methods for
calculating taxes.
69.12 Ability to support the following method of payments:
i. Direct debit,
ii. Credit card,
iii. Cash payment,
iv. Cheques,
v. Demand Draft
69.13 Validate payment details
69.14 Payment due date depends on customer type (VIP,staggered due dates for different
set of customers based on exchange level etc.)
i. Reminder issued based on customer type,
ii. Credit Card number,
iii. Bank number & Branch number,
iv. Black list updates, e.g. Non Paying / Fraud Customers
v. Payment type (Lockbox, ATM, CCC, Internet)
vi. Payment mode (Cash, Checks, DD, Credit Card)
vii. Payment date
viii. Customer Account number
ix. Bill number
x. Partial payments:
xi. Cover oldest bill amount
xii. Payment against Specific Invoice / Multiple selected invoices

266
70 Payment Proof:

Demographic details of the Receipt generated to the customer at the time of

Payment at the POS location shall be captured in the billing system e.g. Receipt. No,
Receipt Date, Amount etc.
71 Audit Trail:

71.1 Audit trail possibilities:It shall be possible to trace the financial data from general
ledger to the source document (invoice, receipt, voucher etc) and view the full
process of a given transaction
71.2 The system shall support immediate posting of payment details from remote offices.
The system shall generate receipts for payments.
71.3 Multiple levels of customer hierarchy and the flexibility to produce bill at any level
and give the payment responsibility to that level

72 Payment Rejections:

a. Handle payment rejection of any payment methods

b. Handle many to many Payments against bill
c. More than one payment to one Bill
d. Partial payment to many Bill
e. One payment for multiple Bills
f. Ability to support manually assignment of payment against Bills
73 Lock Box payments: Ability to post lockbox payments automatically
74 Internet Payments: Ability to support web based payments
75 Credit Card Transactions: Ability to do online authentication and payment
approvals for Credit Card payments
76 Direct Debits: Ability to post Direct debit postings automatically
77 Batch payments: Ability to make batch payments in bulk and there shall be a
group total matching with the total cash/checks posted
78 Voluntary / Advance payments: Ability to support voluntary / advance payments
79 Payments by Date (Due Date): System shall allow for giving discounts to
customers who make payments within the due date.
80 Cheque Bounce:
80.1 Whenever the check gets bounced, the bounce check penalty shall be automatically
charged to the customer. However, there shall be an overriding facility.
80.2 The reasons for the check bounce case also need to be captured
80.3 System shall reverse the payment. While reversing, the system shall check for the
payment id and account number combination.
81 Aging of Debt in case of bounce check:
81.1 In case of bounce check, the debt shall be aged from the original payment
due date
81.2 Payment modifications / deletions/ transfers
81.3 Ability to modify / delete / transfer payment through GUI. However, access to
this shall be restricted to only one access group.
82 Receipt Generation:
82.1 Ability to generate a Receipt containing details of the payment done and the
balance due.
82.2 Ability to automatically print receipt once a payment is posted
82.3 Ability to reprint a receipt storing the reprint reason details
82.4 Ability to restrict system access only to accounts pertaining to his region for

267
 a Dealer
82.5 Ability to Query for and get the details of Account Balance for a valid account
number
82.6 Ability to print receipt for Dealer.
82.7 Ability to generate a voucher for payments received both at BSNL Premise
and Dealer Franchise
82.8 Ability to print receipts on Pre-formatted, pre-printed Stationary
82.9 Ability to do cash tally for a CSR denomination wise with the total amount
received per the day and only then allow voucher to be generated.

83 Bank Reconciliation:
83.1 Ability to generate the Statement of Account after getting Reconciliation statement
from the bank where voucher is submitted. If check bounces triggering a payment
reversal to reverse the payment
83.2 While generating voucher, Bank reconciliation statement, to include
i. Bank
ii. Branch
iii. Bank Account
iv. Bounced check reasons
v. Voucher type
vi. Location and
vii. Center

83.3 Ability to generate the following reports

i. Unvouchered payments report
ii. Cash Tally Report
iii. Voucher details report
iv. Bounced check/DD Report
v. Bank Reconciliation report
vi. Check/DD yet to be reconciled report
vii. Bar code facility for inventory and inventory management for Dealer
Franchisees
viii. Reference data administration
83.4 The following details shall be configurable:
i. Payment types ( Lock Box , Direct Debit )
ii. Payment modes (Cash, Check, Demand Draft)
iii. Credit Card types
iv. Bank Names
83.5 Refunds:
i. Ability to list all the subscribers qualified for credit balance refunds
ii. There shall be a provision to approve all the refunds crossing the defined
threshold. Approval authority shall be restricted to only one access group.
iii. Approval levels shall be supported for refunds. Amounts for each level shall be
configurable
iv. Automatic adjustment of Deposits with the outstanding:

268
 v. Ability to adjust the security deposits with the outstanding after the final bill
and print the bill accordingly.
84 Credit balance transfer :
84.1 Ability to transfer the credit balance from one service to another
84.2 Ability to refund the credit balance through a check and the check details shall be
captured
84.3 Ability to transfer credit balance (for a pre-paid scenario) between distinct customer
accounts. These operations shall produce a system generated journal including at
least the following information:
i. Original Account ID
ii. Target Account ID
iii. Amount
iv. Date
v. Operator ID/CSR ID
vi. Remarks
85 Balance Evaluation:
85.1 Deactivated accounts / services with a credit balance are eligible for refunds. The
system shall provide a way to ensure that a refund is provided only if the customer
has a credit balance. The credit balance must be determined by the sum of all open
amounts after adjusting the security deposit
85.2 Online Maintenance:
i. The system shall provide tools to enquiry the list and produce reports. It shall
be possible to define an amount and produce the following two reports.
ii. All subscribers with refund request less than the input amount
iii. All subscribers with refund request more than the input amount

85.3 Ability to export the eligible accounts

85.4 Ability to export the eligible accounts for refund to an external accounting package
to produce a refund entry.
85.5 The system shall produce a report with all accounts refunded.
a) Refunds shall be treated separately on the bill and screen as well and it
shall not be treated as adjustments
85.6 Reference data administration
i. Threshold limit for refund
ii. Threshold limit for refunding without approval
85.7 Reports:
i. Ability to list all customers eligible for Refund (driver can be all the
permanently disconnected customers)
ii. List all eligible accounts for credit balance refund

86. Collections:
86.1 The system shall support a configurable collections process that includes the
following sub-processes :
i. treatment of customers into collection processes

269
 ii. enqueueing collection events for customers
iii. "cure" of customers from collections
iv. re-treatment and shuffling of collection actions
v. payment notifications and curing of customers
vi. promise-to-pay functions
vii. write-off operations
86.2 Ability to configure and operate different collection processes as described above,
without need for customization.
86.3 Ability to store multiple comments at each step of the collection process. This is to
enable the collection agents to record their follow up with the customers. It shall be
possible to have a classification for this kind of comments.
86.4 Ability to attach collection plan to the customer account at the time of activation and
there shall be a provision to change the collection plan at a later point of time.
87. Collection Actions :
87.1 The system shall support the following three types of collection events :
a) automatic events
b) manual events
c) API-driven events that interface with external systems or other processes
87.2 The billing system shall support set up of collection scenarios each of which have a
configurable set of collection events. Collection scenarios and events shall be
configurable and shall model the business processes followed by BSNL.
87.3 The entry of a customer account into a collection scenario shall be parameterized on
the basis of :
i. customer category
ii. payment mode
iii. outstanding amount
iv. currency of outstanding amount
v. Importance level (VIP class) of customer
vi. Credit rating of the customer
vii. Open item id of the charges
87.4 The system shall support multiple levels at which collections processes can be
tracked and done :
i. account level
ii. account invoice level
iii. open item level
87.5 Ability to interact with external systems like Auto Dialer for Telecalling, Printer for
Reminder letter/TD letter/PD letter and switch for OCB/TD/PD
87.6 The following collection events shall be configurable :
i. TD - Temporary Deactivation
ii. PD - Permanent Deactivation
iii. OCB - Outgoing Call Barring
87.7 Ability to define entry and exit criteria in terms of outstanding amount, customer
type and credit limit
87.8 Ability to suppress some actions of a given collection process to a specific customer
270
 like suppressing Reminder letter for a customer
87.9 The system shall support shuffling of collection scenarios whereby the scenario
assigned to the customer can be automatically changed due to changes to the
contributing parameters. For example, if the customer's outstanding balance is
reduced due a payment, the customer could be shuffled to a less severe collection
event sequence.
87.10 The system shall support the concept of "promise to pay" both from a front-end UI
perspective, as well as from a back-end process perspective. Customers, who
promise to pay within a certain timeframe, shall be "suspended" from collection
event actions till after the "promise to pay" date.
87.11 Ability to define collection agents and assign the customer accounts for collections.
These collection referrals shall also be a part of the process defined above.
Assignment of customers to collection agencies shall be done by supervisor.
However, the system shall support assignment based on geography
88. Collection Agency Monitoring:
88.1 System shall support development of a separate module through which collection
agency allocation, performance monitoring and rewards are managed, including :
i. Total collection amount
ii. Collections within specified period
88.2 Ability to configure different rules to define the agent performance and associate the
compensation with each rule.
88.3 Commission calculation for agencies
88.4 For a given period, system shall be able to compute the amount that need to be paid
to each agent based on the measured performance
88.5 This module could be external to the core billing and collection processes.
88.6 Ability to suspend collections treatment for individual accounts or batches of
accounts at any moment of the collections process
88.7 Ability to provide the functionality to 'approve' collections actions. Approved flag
enables BSNL to define collection actions that can only be taken after online
approval. For instance, a Permanent disconnection shall only be performed after
getting it approved. Such approvals shall be supported for manual collection events.
89.Collections History:
89.1 Ability to record, update and retrieve the collections history for any customer
account. At least the following information need to be presented in the Collections
History screen:
i. Indicator of on-time payments (Payments Vs Due dates) for the last 12
months
ii. History of the collection plan changes and dates for the customer account
iii. Comments logged by collection agencies

89.2 Counters for :

i. 'In Collections' flag.
ii. promises to pay / kept broken functionality to be provided thru CRM to
update the Billing records of the customer
iii. OCB applied
iv. TD applied
v. PD applied

89.3 Access control:

i. Ability to restrict the access to the collections system only to authorized
users.

271
 ii. There shall be a separate access group having rights

89.4 Auditing Control:

i. Ability to provide clear audit trails of all collection activity performed against
customer accounts. At least the following information is required:
ii. Track the person or system entity (like process ) that has taken the action
iii. Track the action type, such as the assignment, removal or other modifications
iv. Track data and time of first and last modification
v. Reports of changes for a period by user id, supervisor, customer group and
other attributes
89.5 The system shall support configuration of write-off events and GUI-based options to
manually write-off bad debts Manually assign Bad debts as 'write off'
89.6 It shall be possible to reverse write-offs through special payment operations which
can be journalized uniquely. Reverse a write off to 'Bad debt'
89.7 Once manually assigned bad debts as write-offs, it shall be approved by supervisor.
Work flow for approval on write-offs shall be supported
89.8 Collections shall be linked with credit limit, on upgrading or downgrading a
customer, it shall revise his/her credit limit accordingly.
89.9 Credit history of the customer shall be maintained
89.10 Reference data administration:Ability to configure different collection processes
having different combination and sequence of collection scenarios, events and
actions based on customer category, payment mode, outstanding balance, VIP
class, credit rating etc.
89.11 Defining Entry and Exit criteria for collections shall be possible
89.12 Collection Agencies, users and groups
89.13 Bad Debt types
89.14 Write-off reasons
89.15 Journals
89.16 The system shall support a configurable and comprehensive journalizing process that
enables all transactions in the billing system to be posted to the respective ledger
accounts of the accounting module in the system. The accounting module shall be
closely coupled with the billing system and the accounting module shall be capable
of mapping the BSNL accounting codes.
89.17 Posting of information to accounting module of the system from the billing system
shall be ensured. The accounting module shall be based on double entry system.
90.Posting to G/L:
90.1 The system shall support the ability to post financial transactions as per the GAAP
standards along with the requirement of Indian Accounting Standards. There shall be
a seamless integration between Billing system and Financial Accounting system.
90.2 Payments posting:Payments need to be aggregated under different groups (like
payment types, payment modes) and these details need to be posted daily.
90.3 Revenue posting:Revenue aggregated under different groups like Monthly Rentals,
Usage Charges, One-off charges, Adjustments. These details need to be captured
immediately after the bill run and then post them into Financial Accounting System.
90.4 The billing system shall support mapping of the following transaction types to heads
of account in the financial accounting system which is to be provided in the system :
i. Adjustments
ii. Payments, Refunds, Deposits
iii. Recurring Charges

272
 iv. Usage Charges
v. Discounts and Unit Credits
vi. Non-recurring charges
vii. Taxes Billed / on unbilled adjustments/written off
viii. Write-off's
ix. Unit credits booked separately from discounts
x. Errored usage written off or pending correction
xi. Interest on deposits
xii. Taxes billed and paid
xiii. Unguided lockbox payments awaiting investigation
xiv. Floating Currency Exchange gain/loss
xv. Non-account currency payments
xvi. Fixed Currency Exchange gain/loss
xvii. Prepayments
xviii. Free Usage
90.5 The journalizing process shall support the following journal keys :
i. Service Provider
ii. Customer Category
iii. Jurisdiction
iv. Market or Geography
v. Currency
vi. Adjustment Category
vii. Fraud Indicator
viii. Tax type
ix. Product
x. Open-Item Id
xi. Adjustment reason, payment type, charge type, discount type, unit credit
type etc.
90.6 It shall be possible to map transactions by values of any of these keys and post
information to the GL.
90.7 The billing system shall support configurable feed file formats for posting to the GL
system. Each of the three main sections - header, detail and footer - shall be
configurable. It shall be possible to selectively retrieve data from the database and
include these in the feed file.
90.8 The journalizing process shall recognize generic types of journal transactions like
Billed and earned transactions, Payments, Accruals and accrual reversals, etc.
90.9 The system shall support various types of accruals such as billed but unearned,
earned but unbilled, etc. Accrual entries shall be automatically reversed in the next
journal posting period.

91.Revenue grouping:
91.1 It shall be possible to group the revenue on the basis of :

i. revenue receiving cost center

ii. owning cost center
iii. when posting the feed file to the financial accounting system.

91.2 The system shall be able to take care of more than one changes of tariff within a
billing cycle
91.3 The system shall be able to take care of Free calls, Credit Calls and Debit Calls for
different class of subscribers whenever the charges calculations are being made.
91.4 Facility shall exist in the system for changing the Billing Schedule to suit the stations

273
 requirements (Weekly / Monthly / Bimonthly). The schedules shall be able to
modifications through a table driven parameters.
91.5 Provision shall exist in the system for issuing Split bills on the Disputed bills
91.6 While designing and implementing the software, due care shall be taken for later
integration of the software with other Telecom Applications.

92.Account Receivables
92.1 The payments, receivables and journalizing functions shall be a part of the core
billing system. The proposed billing system shall ensure that these functions are pre-
integrated with the billing processes and do not require use of third-party systems or
customization. The following business functions shall be supported by the billing and
accounting module/s of the system as per detailed specifications below :

i. Payment Entry (Online and Batch)

ii. Deposit Management
iii. Credits, Adjustments and Refunds
iv. Collections (Dunning, Scenario-based collections and write-off)
v. Aging Analysis
vi. A/R and Balance Management
vii. Journal Creation and Posting to General Ledger

92.2 Ability to support open item invoicing and payments. The system shall allow A/R to
be tracked at multiple levels, namely :
i. customer account
ii. invoice
iii. product or charge
92.3 Open item accounting shall be supported through the entire financial process,
including payments, collections, treatment and journal posting.
92.4 Open items shall be configurable as per user requirements.
92.5 Ability to send and receive batch financial transactions files in multiple formats to
multiple banks/financial institutions. It is preferable that the system has been
implemented to support Indian financial institution formats in the past.
92.6 It shall be possible to define different authorization levels for different user groups
for adjustments, credits and refunds. The system shall automatically escalate credit
entries which are beyond the authorization limits of a user into an approval queue.
An approvals GUI shall be available for authorized users to review the queued items
and clear or reject them.
92.7 Access to the application shall be strictly based on the Username/password
authentication only.
92.8 There shall be provision of over-riding the options defined as per Levels
(Supervisor/Manager).

93.General Ledger
93.1 All Transactions shall be posted in Ledger under appropriate head (Debit/Credit).
93.2 All Transactions shall be maintained for Account/Product Level.
93.3 There shall be provision of key-in currency conversion rates.
93.4 The system shall automatically calculate and post exchange gains/losses resulting
from multi-currency transactions.
274
93.5 Ability to convert External Currency into Indian Currency as per the conversion rates
93.6 Taxes shall be applied as Indian Taxation Law.
93.7 Every transaction shall be completed after the tax computation.
93.8 The system shall provide details with respect to taxes, charged/levied under
different elements viz: on activation, airtime etc, type of tax i.e. sale tax, service tax
etc and taxes collected through payment received / Adjustment done for the purpose
of tax reconciliation and payment to Government of the dues.
93.9 Provision of Reconciliation with various external applications shall be achievable.
93.10 Details of each transaction shall be done at each & every sub-ledger under
Debit/Credit heads. The system shall support credit/debit entries for the following
transaction types, without any customization :
i. Adjustments
ii. Payments, Refunds, Deposits
iii. Recurring Charges
iv. Usage Charges
v. Discounts and Unit Credits
vi. Non-recurring charges
vii. Taxes Billed / on unbilled adjustments/written off
viii. Write-off's
ix. Unit credits booked separately from discounts
x. Errored usage written off or pending correction
xi. Interest on deposits
xii. Taxes billed and paid
xiii. Unguided lockbox payments awaiting investigation
xiv. Floating Currency Exchange gain/loss
xv. Non-account currency payments
xvi. Fixed Currency Exchange gain/loss
xvii. Prepayments
xviii. Free Usage
93.11 The system shall store data and a detailed level so as to facilitate reporting tools
being used to generate various types of financial reports, including :
a) Monthly billed revenue
b) Payment Reconciliation
c) Taxes Collected
d) Accounts Receivable Trial Balance
e) Credit Balance
f) Aging Analysis Report etc.
93.12 Reporting Tool (as selected by BSNL) shall be able to generate reports accessing
detailed information in the billing database, namely :
a) Account #
b) Subscriber #
c) Product #

275
 d) Date of Transaction
e) Amount
93.13 There shall be provision of presenting the Pre-Bill Information at Account/Product
Level. (Information like unbilled transactions, total usage charge as on date, etc)
93.14 The system shall provide a configuration option for defining the format in which
journal entries are to be posted to the GL. The GL posting format shall be user-
definable and shall minimize customization work or coding effort.
93.15 There shall be provision for sub-ledger for service tax, sales tax, surcharge, ABF and
various types of deposits.
93.16 Credit broad sheet for various types of credits.

94.Reports
94.1 The billing system shall store information at a granular level and enable reporting
through its own reporting engine or through a third-party reporting engine.

94.2 The billing system shall provide two categories of reports :

a) User Reports (for business functions)
b) System Reports (to monitor the system processes)
94.3 For the user reports, a screen shall be available where the user can select report
parameters and schedule report generation.
94.4 Reports shall be available in hard and soft copy.
94.5 Enquiry and reports shall also be linked with roles and grants so that the reports can
be seen only by authorized users.
94.6 The system shall provide a report generation utility with unlimited user license so
that BSNL can generate and run any kind of reports it requires from to time.
94.7 A variety of reports shall be available for:
i. Billing Reconciliation
ii. Finance Reporting (Adjustments/Payments/GL/Aged Debtors)
iii. Event Error Reports
iv. Activity reports for number of subscribers, types of subscribers and subscribers
over time.
v. Indication of subscribers that have been inactive for a period (e.g. 3 months).
Reports of users (CSRs) and their security privileges.
vi. Allow customer s to download softcopy usage data for analysis. ( through
webself care)
vii. Provide statements on demand for unbilled usage.
viii. Pending Adjustment Approvals list
ix. Call Details – Billed
x. Call Details – Unbilled
xi. DEL Details
xii. Hold / Suppress bill report
xiii. Usage – Credit limit Report
xiv. Account Aging Report
xv. Number Inventory Report
xvi. Connection / Disconnection report
xvii. Package wise Aging Report
xviii. Revenue Report for Bill Run
xix. Customer Accounts Details

276
 xx. Friends and Families Package report (For eg. how many subscribers used the
package; total hit because of discount, etc)
xxi. Error Usage Report
xxii. Other Report

94.8 Bidder shall provide Billing Related Reports required as per present Business process
of BSNL
94.9 MIS Related Reports required as per present Business process of BSNL
94.10 Financial Reports:
i. Opening Balance of Sundry Debtors. (Total outstanding at the beginning of a
financial year or a month)
ii. Additions during the month. (This shall be supported by a suitable statement of
breakup of the amounts)
iii. Total of 1+2 (Total outstanding at the beginning of a financial year or a month +
addition of outstanding during that month).
iv. Amount collected (during a month)
v. Amount Adjusted
vi. Amount cancelled
vii. Amount written off
viii. Amount under dispute
ix. Net Balance- Closing balance
x. Balance outstanding for more than 6 months
xi. Balance outstanding for more than 3 months
xii. Collection efficiency (Month wise collection efficiency (collections vis-à-vis
outstanding))
a) First month
b) Second month
c) Third month
d) Fourth month
e) Fifth month
f) Sixth month
94.11 Connections summary reports:
i. Number of connections working at the beginning of the month.
ii. Number of connections working at the end of the month
iii. Average number of connections as on the last day of the month.
iv. Amount billed up to the previous month
v. Amount billed during the month
vi. Cumulative amount billed up to the month
vii. Average amount billed up to month
viii. Average revenue per connection
ix. Comparison of the above figures with corresponding month of previous year and
immediate previous month.
x. Similar reports in respect of tax shall also be provided.

277
94.12 Payment related Reports required as per present Business process of BSNL
including:
i. Details of entire payments, exchange wise, account head wise
ii. Details of excess payment received in a period
iii. Details of short payments detected in a period
iv. Details of other payments received in a period
v. Details of payments of deposits during a period, exchange wise
vi. Details of payments received in a day
vii. Details of payments received on demand notes during a period
viii. Details of payments received during a period, collection center wise
ix. Details of Post Office collection summary
x. Details of mismatches between Post Office daily list and Summary
xi. Details of cases entails for disconnection
xii. Details of cases reconnected, exchange wise
xiii. Details of outstanding bills, service wise, in a period, exchange wise
xiv. Details of outstanding bills, class of subscriber wise, exchange wise
xv. Analysis of outstanding dues, age wise, exchange wise
xvi. Details of disputed bills, age wise, exchange wise
xvii. Details of outstanding bills, rural/urban wise
xviii. Details of bills cancelled in a period
xix. Details adjustments made during a period
xx. Details of rebate given for OYT in a period
xxi. Details of cheques dishonored cases during a period
xxii. Details of unadjusted credits during a period
xxiii. Account Head wise details of all deposits
xxiv. Details of accrued income, service wise, for a specific period. (For eg. To arrive
at total accrued income for a financial year you take the uncollected rentals and
call charges of March month though they will be collected in next financial
year.)
xxv. Details of amounts written off during a period

95) Queries and MIS reports:

95.1 It shall be possible to create/furnish different MIS information for the
Management for appraisal. These MIS reports shall be either of routine nature
or of exceptional nature on which immediate action shall be required.
95.2 The system shall provide unlimited enquiry capabilities to selected users of
the system. These enquiries shall include enquiry on advice notes, bills,
customer record, deposits, demand notes, wait list, working line request,
payments etc. All the enquiries shall be able to take unlimited combinations
of parameters and display maximum information on the screen. These
enquiries screens shall form the front end of Customer Service Center, and of
an operator at the call center and also to all the officers of the Organization.
95.3 It shall be able to present total billed amount based on different user defined

278
 parameters such as Rental, Local call charges, STD charges, ISD charges,
Rural/Urban/Tribal area wise and “calls to a particular area or code”, “period”,
“calls from a particular area”, “calls from a particular exchange level”, and
“calls in different pulse rate”.
95.4 All reports shall also be possible to view and print in graphical forms such as
Bar Chart, Pie Diagram etc.
95.5 The system shall implement reports for metered call units as well as call
charges.
95.6 The system shall also support reports on usage pattern of “Supplementary
Services” and “Intelligent Network” services, in case CDR files contain these
records. (Like Centrex, group dialing etc,)
95.7 The Tariff Plan-wise revenue.
95.8 The report to indicate usage of different services during a period.
95.9 Fall/increase in revenue, service wise, exchange wise
95.10 Per line revenue per month/year, service wise, exchange wise, class wise,
demographic region wise
95.11 Likely forecast of revenue, tariff plans wise, for a service during a future
period based on current usage pattern.
95.12 Comparison of per line revenue with previous periods.
95.13 The Payments Report including information about invoices, payments and
outstanding payments (customer-wise) during a period.
95.14 Optimal tariff for a particular subscriber based on his calling pattern.
95.15 The Discounts Report to obtain and analyze information on discounts included
in invoices (customer-wise and total)
95.16 The Error Calls Statistics Report for obtaining and analyzing information on
non-rated calls of customers.
95.17 The Activated/Deactivated Customers Report for information about customers
activated/ deactivated within a time period.
95.18 The Customer Tariff Plan Analysis presenting changes to customer tariff plans
during a time period, to help in assessing the demand for each tariff plan. It
shall indicate the following for each tariff-plan:
95.19 the number of customers opting for a tariff plan during a period.
95.20 total number of customers changed to a new tariff plan with particulars of
number of customers for each changed tariff-plan (dispersion)
95.21 The peak/off-peak time traffic distribution report for finding and analyzing
information about traffic distribution.
95.22 All the reports shall be customizable. This above list is only indicative and not
exhaustive.

96) Security/ Audit

96.1 Each user will require a user name and password to logon to the system.
Information recorded in the system for each user shall include :
a) Username and password
b) Security profile to define access privileges to data, menu items and forms
c) Security profile to define access to content specific data, such as allowing a
CSR access to only a specific group of accounts.
d) Personal information – full name, email address and contact telephone
number
96.2 A facility shall be available to audit the transactions made by a user of the

279
 billing system.
96.3 Adjustment limits shall be available for each operator to control the maximum
adjustment that can be granted to a customer by a CSR.
96.4 A set of workgroups shall be available to provide to members of certain
groups access to different areas and tasks of the billing system, i.e. only
billing operations staff shall be able to run rating and bill schedules.
96.5 Data shall contain audit information including the date/time of record creation
and last modification.
96.6 Web security shall be available through SSL encryption.
96.7 The system should comply with the security standards mentioned in BSNL IT
security policy amended from time to time

97) Technology and Architecture

97.1 The integrated customer care, ordering, convergent charging, billing and accounting
system/s shall be modular.

97.2 The system shall support a multi-tier (more than 2) architecture that includes
abstraction of functions into the following layers :
i. data layer
ii. application logic layer
iii. API and connectivity layer, with business logic
iv. Object layer through which customize front-end GUIs and maintain
presentation logic
97.3 Front-end GUI which is customizable and portable to many operating systems
97.4 The convergent charging and billing platform shall support open and well-published
APIs that provide access to the entire database. APIs shall be available for all key
functions and it shall not be necessary for BSNL to request the Bidder for new APIs
subsequent to deployment.
97.5 The APIs shall be built on open standards such as Web services, Java and XML.
97.6 The system shall have embedded transaction management capability to ensure
efficient connection of front-end requests to the back-end database. The system
shall use popular transaction control systems for this purpose.
97.7 The API layer shall support the following, in addition to the product-related APIs :
a) business logic
b) constraints and filters
97.8 The system shall support APIs for access to both dynamic data as well as
configuration or reference data. Access to configuration data shall be controlled
through the security rules supported in the system.
97.9 The system shall support logical and physical segmentation of the customer data
into multiple customer databases. The criteria for customer database segmentation
shall be based on :
i. Customer geography or location (north, east, west, south or state , Circle, city
wise)
ii. Customer category (eg. Business, residential)
97.10 The billing system shall support a multi-server architecture, through which it shall be
possible to run different customer databases on the same or different physical
servers, in a distributed environment.
97.11 It shall be possible run real time rating, billing, payment, collections and journalizing
processes in parallel across the different customer databases.

280
97.12 The system shall support multi-tier multi-server architecture, whereby the
application layer is separated from multiple customer databases and run on
independent hardware servers or domains.
97.13 The Billing system shall support Oracle and other popular databases.
97.14 The system shall support at least one of the following operating systems :
i. LINUX
ii. HP-UX
iii. IBM AIX
iv. SOLARIS
97.15 The front-end GUI environments shall allow the application to be ported on to many
front-end operating systems such aslatest windows OS, MAC OS X, Android OS, Unix
and Linux OS etc.
97.16 The system shall support easy interface/adaptor development to third-party
middleware platforms such as WebMethods, TIBCO, Weblogic and Websphere, Vitria,
etc.

97.17 The front-end GUI shall be completely customizable, with minimum development
effort. The architecture shall support:

i. customizing of the screen flow

ii. customizing the look-and-feel of the GUI
iii. custom fields and panels/screens/tabs
iv. re-locating of fields on a screen
v. custom labels
vi. customizable size of the screen and fields
vii. customizable validation and access features

97.18 The system shall support in in-built security server which allows configuration
of the security-related aspects of the system deployment.
97.19 The security server shall support the following key functions :
i. authentication
ii. authorisation
iii. auditing
iv. encryption
97.20 The system needs to support creation of user profiles and/or roles as well as
the user groups. It shall be possible to allow access to screens, functions,
data etc. based on the profile of the user accessing the system. For example,
only billing operations staff shall be able to run rating and bill schedules.
97.21 The system shall support logical segmentation of the billing and ordering
data, based on user groups. For example, it shall be possible to CSRs in
different regions to view and update only the customer data related to their
regions or customer segments. Such access controls shall be configurable
without need for coding or back-end command settings.
97.22 A facility shall be available to audit each transactions made by a user of the
billing system. Data shall contain audit information including the date/time of
record creation and last modification.
97.23 The authentication function shall support popular frameworks and enable
easy integration to authorization platforms such as LDAP servers, Kerberos

281
 and NT Domain
97.24 System shall support Identity Management through a third party system.
97.25 The auditing functions shall support tracking of :
i. Logins (successful/unsuccessful)
ii. Authorization requests
97.26 In addition, it shall be possible to configure :
i. Custom defined audit rules
ii. Configurable logging options
97.27 The system shall support encryption as per the following standards :
i. SSL 3.0/TLS 1.0 (shall be used for web-based self-care access)
ii. HTTPS

98)Transaction Processing:

98.1 The billing & accounting system shall support optimized and efficient database
connection pooling for online user access. The database connection pooling shall be
supported through an embedded transaction process monitor (TP Monitor) system
such as Tuxedo.
98.2 The APIs of the billing system shall support calls to the TP monitor and inherently
use the transaction control functions of that system. For example, the billing system
shall support a comprehensive set of transaction APIs that leverage the TP monitor
that is embedded in the architecture.
98.3 All configuration data in the billing system shall be fully externalized into portable
XML format for easy configuration management. This is important for non-
dependencies on proprietary skill set of performing product configuration.

99) Configuration management: The billing system shall support advance

configuration management layer with the following main features
i. Distributed development of configuration.
ii. Version control and release management of configuration.
iii. Merging and synchronising configurations.
iv. Validating that configuration conforms to the OSS/BSS requirements in the
case of an integrated common catalog solution.
v. A notification interface to notify client applications and other interested
systems of changes to configuration.
vi. An extensible validation layer to validate changes to configuration across the
OSS/BSS

100) CRM Integration

100.1 It shall be possible to run real time rating, billing, payment, collections and
journalizing processes in parallel across the different customer databases.

100.2 The billing application or Bidder shall be in a position to offer a ready-to-use

adaptor for CRM systems.

100.3 Tight integration between the Billing Application and a CRM application is envisaged.

282
101) integration

101.1 The billing system shall provide a rich set of published interface (e.g. APIs) based on
industry standards.

101.2 APIs shall be available for the dynamic as well as the reference data in the system.
101.3 APIs shall provide access to all tables and objects in the system and shall be
encoded in open-source languages such as Java and XML.
101.4 It shall be possible to group a set of APIs together to create user-defined transaction
(UDT) sets that can then be used for specialized functions.
101.5 A set of connectors to facilitate enterprise application integration (EAI) using
middleware shall be provided or capable of being easily developed. The vendor shall
provide an integration framework that includes an Adaptor Development Kit for rapid
development of connectors and adaptors.
101.6 The business objects in the billing system shall be able to be accessed by external
systems.
101.7 The business objects in the billing system shall be able to be updated by external
systems only through protected transactional interfaces such as those offered by a
Transaction Monitor.
101.8 The System shall be based on a 3 or 4-tier architecture with clear separation of
client functions, distributable data processing, transactional functions, and database
server functions.
101.9 Shall use an open systems middleware capable of distributing computational and
transactional processing throughout the enterprise.
101.10 System shall be based on a single unified database which contains as a minimum:
101.11 All customer data for ordering and billing depending upon selection of OM as part of
Billing System
101.12 All tariff and product data from various domains (wireline, wireless, IP)
101.13 Stored Billing Records from all domains
101.14 API’s shall be provided in higher level languages including XML, Java, and C or C++.
101.15 The billing system shall be capable of storing/replicating each business object in
external databases.
101.16 The billing system shall be able to interface to the other selected OSS vendor-
products within system including:
101.17 A CRM system making available full online information from the billing system to the
CSR
i. A credit checking system
ii. Provisioning
iii. Mediation
iv. Accounting
v. Web server

101.18 Event interface (currently log files containing usage data; in future a socket interface
is envisaged).
101.19 Interface to external systems, e.g. currency exchange rate system, to obtain up to
date exchange rates. It shall be possible to support Web Services through a SOAP
interface, for such functions, so as to derive the exchange rate from a Web Services
application.
101.20 System should be able to integrate with interfacing channels, including but not
limited to WSC, IVRS, SMS etc.

283
 102 Loyalty management: System should support Loyalty management across BSNL and
partners as detailed below.
Earning of Loyalty points should happen based on but not limited to following
Criteria:
 Net Bill Amount
 Age of Customer with BSNL
 Payment Pattern
 Bill Type (E-Mail)
 Payment Channel (ECS)
 Referrals
 Special Promotions
Redemption of points can be interms of:

 Free calls
 Fixed amount discount
 Free new Connections
 Redeemable on Partner sites

103 Refinance: System should support Refinance based on, but not limited to the following
criteria:
 Total outstanding
 Repayment based on selected no. of instalments in subsequentinvoices
 Auto reconnection if the customer is already in dunning

104 Credit Limit Check

104.1 General:

104.1.1 Each customer type shall have an associated credit limit.

104.1.2 Once the customer exceeds this credit limit, it shall be possible to initiate
different actions such as letters, telephone calls, initially, and 'manual
flagging for deactivation' or credit agency referral or immediate deactivation,
finally.
104.1.3 It shall be possible to set a credit group for each type of customer account
and it shall have its own set of actions and the periods between each step;
for example, a high risk customer may move through the set of actions at a
faster rate than customers with a low risk credit group.
104.1.4 High-risk customers may even skip certain actions; for example, if they
exceed their credit limit, their services may be automatically deactivated.
104.1.5 It shall also be possible to exempt certain credit classes from these actions, if
required.
104.1.6 It shall be possible to create a write-off credit group, to assign customers
whose debt is written off.
104.1.7 It shall be possible to flag certain customer types as VIP customers, and
therefore are exempt from checks and associated actions.
104.1.8 Credit limit check includes consideration of free units/discounts, excess
payments made etc.
104.1.9 It shall be possible to generate Advance Payment Note and accept payments
and generate printed receipts against the APNs.
104.2 Real-time credit checking
104.2.1 System shall allow for real-time account aggregation.
104.2.2 Each rating tariff shall add its calculated charge to the total unbilled amount
for the account. It shall be possible to compare the unbilled amount with the
credit limit during rating.

284
 104.2.3 It shall be possible to initiate actions against the customer in real-time, as
charges (including billed, unbilled, and payments) are then associated with
their account.
104.2.4 It shall be possible to send different types of automatic warnings to
customers approaching their credit limit by an automatic notification (for
example, SMS message, email).
104.3 Revoking actions
104.3.1 It shall revoke an action taken for exceeding the credit limit. It shall be
possible to recover if system fails mid-way through an action run without any
side effects (for example, double charging a late payment fee). There shall be
a provision by which all customers affected by a set of action can be revoked.
104.4 Credit Limit Breach penalty
104.4.1 It shall be possible to impose a penalty on a customer who exceeds his credit
limit even if any action initiated against him. It shall also be possible to flag
certain credit groups as exempt from these penalty charges.
104.5 Promise to pay
It shall enter promise to pay records for customers, against whom certain action is
continuing. A promise to pay represents an agreement with the customer that they
will settle their account within a specified timeframe. When a promise to pay is
entered for a customer, it shall be possible to suspend further action until the
deadline for the promise.
105 Enterprise Product Management
105.1 The Product Catalog (PC) will be central repository to manage product definition,
provisioning and billing for any line of business (i.e. wireless, video, content, wire-
line, and broadband) and payment method (i.e. prepaid and postpaid). It will define
templates that determine how a service is provisioned, charged and rated (which
parameters, rating logic, event structures and so on).
105.2 The Product Catalog will define all the rating plans necessary to support all the
services, including prepaid and postpaid:
i. Recurring charges
ii. Additional one-time charges
iii. Discounts
iv. Penalties
v. Usage
vi. Rates
vii. Benefits
viii. Equipment rental monthly fee
ix. Deposits which may or may not be deductible for subsequent charges
x. Flexible recurring and one-off charges based on certain parameters like
distance for leased circuit or QoS for VPN
105.3 When configurable thresholds are reached, the following functionality is performed:
i. Allowance of free units
ii. Flexible accumulations - allows to configure any accumulation required. E.g.
total no of events and charges to specific number at peak-time.
iii. Credit alerts
105.4 Shall have Ability to create different views of data entities (products, components,
offers, prices, etc.) for different operating units and user groups that are performing

285
 product modeling.
105.5 The Product Catalog will provide flexibility of pricing schemes. This flexibility includes
the ability to configure time-dependent rating parameters in advance, such as
calendar days and clock time, at the offer level
105.6 The Product Catalog will provide a user-friendly GUI tool that will allow Marketing to
flexibly define the following pricing items:
i. Event attributes
ii. Customer rating attributes
iii. Advanced rating algorithms
105.7 Shall have Ability to provide Multilanguage Support both for specific catalog
information, and for the entire catalog UI
105.8 The Product Catalog shall support discounts, benefits and allowances (free units) for
prepaid and postpaid services at the subscriber or customer levels. Customer level
allowances can be shared by all descendant subscribers.
105.9 The Product Catalog shall support discounts, benefits and allowances for voice/data
services.
105.10 The Product Catalog shall support flexible definitions of future services. New service
definition will include the definition of the event structure, building rating plans
using any unit of measurement, and building packages and offers aimed at different
customer groups, without replicating or copying services.
105.11 The Product Catalog shall support building new services based on the definitions of
existing services.
105.12 The Product Catalog shall support all service definitions and all event structures.
105.13 The Product Catalog shall support new services that include dynamic parameters.
105.14 The Product Catalog shall support the hierarchical definition of pricing items and
reusability of these items in different packages and offers.
105.15 The Product Catalog will include algorithms that can be modified by a configurable
marketing policy, including the ability to add an additional calculation to an
algorithm.
105.16 It will be possible to use the same offer in any payment channel (prepaid/postpaid)
without duplicating it, i.e., prepaid will be only a payment method.
105.17 Users of the system will be able to modify the rating tariff model.
105.18 It will be possible for a usage tariff to have a minimum charge.
105.19 The minimum charge will be created and attached to any level of the account
hierarchy.
105.20 It will be possible to create bundled product packages with or without CPEs in the
system.
105.21 It will be possible to introduce new/change products and retire existing products.
105.22 The Product Catalog shall provide a versioning mechanism for all pricing and product
information.
105.23 The Product Catalog will contain generic reference tables. These tables will enable
types with long lists of values to be managed and will allow the list of values to be
imported from external systems
105.24 The Product Catalog will include an event dispatcher mechanism that shall support
the definition of the dispatching target through the GUI. Targets shall include the
billing system, fraud systems, data warehouse and settlement system.
105.25 The dispatcher shall support the definition of the external record to be sent to the

286
 downstream system. Dispatching channels shall include files and message queue.
105.26 The Product Catalog shall support the implementation of a spending limit mechanism
– budget control.
105.27 The Product Catalog shall support the multi-currency concept. Two types of
currencies can be defined:
i. Offer currency – to create offers in different currencies. A customer will have
only one offer currency
ii. Billing currency – to provide invoices and maintain the balance in the
customer’s preferred currency. A customer can choose billing currency different
from his offer currency
105.28 The Product Catalog shall support Multi-Market. This will allow setting up of several
markets like different MVNOs or affiliates with different offers and policies under
one data center
105.29 The Product Catalog shall support the following rating schemes:
i. Flat/Stepped/Tiered rate per Unit of Measure (minute, second, Kb)
ii. Flat/Stepped/Tiered rate per transaction
iii. Peak/Off-peak/weekend rates.
iv. Rate based on time of the day or day of the week.
v. Location based rating
vi. Special rates such as Friends and Family, VPN or CUG
vii. Free usage in a call if duration/charge of the call is greater than a certain
threshold. Or alternatively if the carrier of the call is carrier X
viii. Rates for international calls based on the destination country
ix. Charge based on B number - When sending an SMS to a pre-defined number
(for example with request for weather information - VAS), the SMS is charged
with a special rate
x.
xi. Apply mark-up on a rate
xii. Charge an event based on several dimensions i.e. duration and volume
105.30 It will be possible to create a product with the following stepped rating criteria:
i. Step 1 - charged at INR X for first min.
ii. Step 2 – charged per minute at rate INR Y
iii. Step 3 – charged per second at rate INR Z
105.31 The Product Catalog will allow the user to define the contributing and eligible
elements of the discount based on any accumulation. Some examples are:
105.32 Contributing elements: Accumulates the amount (dollars or quantity) across or
within products that contribute to the qualification of the account for a discount or
promotion. Contributing amounts can be from the current and/or previous cycles.
- Eligible elements: Accumulates the amount (dollars or quantity) across or within
products that is eligible to receive the discount or promotion credit. Eligible
amounts can be from the current and/or previous cycles.
105.33 The Product Catalog shall support the definitions of cross-product discounts in exact
amount and percentage in real-time or during the billing run.
105.34 The Product Catalog shall support the definitions of the exemplary discounts below:
i. Get a discount on SMS charges in the next bill, if the current total bill amount

287
 is more than the previous bill amount by a certain amount.
ii. If the call usage is up to certain amount on a particular date, then get a
special rate on the intranet usage rate during the next week.
iii. Call two minutes to get four minutes free. Example: the rating of the first two
minutes is INR X/min, from the third to the sixth --> INR 0/min. after the
seventh --> INR X/min.
iv. Call over 5 minutes can get discount. Example: Per call in 5 minutes-->INR
X/min. Over 5 minutes-->INR Y/min.
105.35 The Product Catalog shall support the definition of allowances consumption policies
as follows:
i. Non-Rolling
ii. Carry over to next cycle with no limitation
iii. Carry over to next cycle, but for no more than X cycles
iv. Carry over only INR X or X% from the remaining allowance
105.36 The Product Catalog shall support the definition of allowances recharge policies as
follows:
i. One time recharge at the beginning of the service
ii. Recurring recharge at the beginning of each cycle
iii. One time recharge upon reaching a certain threshold
105.37 The Product Catalog shall support the definitions of one-time charges and recurring
charges
105.38 The Product Catalog shall support collaboration of multiple parties and have the
version control for changes.
105.39 Shall have Ability to reuse elements by referencing between elements.
105.40 Shall have Ability to duplicate elements based on existing elements.
105.41 Shall have Ability to support Entity Inheritance in the catalog
105.42 Shall have Ability to easily define Hierarchical objects
105.43 "Version control to increase product administration throughput and fine tune
deployment units
105.44 Shall have Control of global Versions, and control of Element versioning. "
105.45 Shall have Ability to allow users to work seamlessly in parallel on the catalog, while
keeping data integrity.
105.46 Clear operations area demarcations within the application for technical users and
business users
105.47 Clear operations area demarcations within the application for the different disciplines
such as BSS/OSS based, Line Of Business based etc.
105.48 Shall have Ability to write new queries on the catalog data via configuration (not via
SQL)
105.49 Shall have Ability to execute queries by the business users, including queries that
require input parameters
105.50 Shall have Ability to capture result on the UI, and to export the results to XML and
excel
105.51 Shall have Ability to identify catalog elements used by other elements
105.52 Shall have Ability to write new Validations to be executed when catalog data is
entered.

288
105.53 Shall have Ability of the system to validate catalog data and provide appropriate
validation messages.
105.54 Shall have ability to Visualize product catalog data in a graphical mode that shows
data relations and enables simplified navigation and browsing
105.55 Shall have Ability to define Business rules within the catalog. Including the ability to
check rule syntax and to check the rules against a Rule-Engine on-line
105.56 "Support of a business rule UI, allowing defining business rules in an intuitive and
user-friendly human-language-like editor. Allowing business users to maintain
rules"
105.57 Extend data model via Meta Model by configuration
105.58 Extend Catalog UI via configuration
105.59 Shall have Ability to define different views of the Catalog via configuration.
105.60 Shall have Ability to generate documentation in HTML and XMI. In order to enable
users to understand the data model structure and how to work with it, by providing
automated documentation
105.61 Shall have Ability to act as a master and push data to external systems
105.62 Shall have Ability to function as master and slave for product data in SOA
architecture
105.63 Shall have Ability to update/expose new web services via configuration
105.64 Shall have Ability to update/expose new EJB services via configuration
105.65 The Bidder shall have capability to provide a information model compatible with
TMF-SID
105.66 The Bidder shall have capability to provide a model based on best practices in Telco
105.67 Shall support Out-of-the-box integration with common BSS applications
105.68 Shall support Out-of-the-box integration with common OSS applications
105.69 Shall have Reporting support including building reports, Custom reports
105.70 Shall have Ability to hyperlink from one of the results in the report to the actual
catalog element
105.71 System shall have the capability to monitor OR shall be able to integrate with
monitoring tool
105.72 Shall Support bulk/cascaded updates of product data
105.73 Shall Support bulk data loads for initial product setup and ongoing maintenance
105.74 Shall have Ability to control User/Role Authentication schemes
105.75 Shall have Ability to assign the various Catalog functionality to User/Role
authorization schemes
105.76 Shall have Ability to track auditing information from a point of view of a specific
Element, and from a more global point of view

106 Partner Billing requirements – The following functionalities can provided as part of
any module (like CRM, Billing, SPBAS etc.)
106.1 Rating scenario : System should be able to do rating based on:
a) Pure Revenue Share
b) Minimum Guarantee + Revenue Share
c) Fixed Fee per subscription
d) Fixed Fee per usage
106.2 Revenue sharing calculation should be supported:
289
 a) When there are multiple parties sharing the revenue (i.e 10% for main Dealer,
5% for Reseller)
b) When single party needs to be given the share
c) Based on a fixed percentage (i.e. 25% across all Products)
d) Based on variable percentage for a Product or Service (i.e. 25% for Product A vs.
30% for Product B)
106.3 Volume based rating should be supported like:
a) Based on the final achievement of volume, the revenue share rate is determined
by the revenue share rate for the slab
b) Entire usage to be apportioned into different slabs based on the range values and
the revenue share rate defined for each slab to be applied on the usage

106.4 Partner Billing Period Management

a) System should support flexible bill cycle period management patterns like Single
(typically for ad-hoc billing), Daily, Weekly, Monthly, Quarterly, Annually based on the
bill cycle configured and the invoices shall contain all the applicable charges.
b) It should be possible to schedule start and end dates of a bill cycle and not be restricted
to Calendar month or year
c) It should be possible to assign bill cycle to Partners based on Products/ Services dealt by
the Partner
d) System should generate the bills as per bill cycle configured and the bills are supposed
to contain all the charges for the given bill cycle.

106.5 Partner Invoicing requirements :

a) It should be possible to generate Invoices to Partner based on:
i. Partner selling BSNL Products/ Services
ii. BSNL selling Partner Products/ Services
iii. Terms and conditions mentioned in the revenue sharing agreement
b) Individual Invoice or group invoice for all branches of the Partner should be possible
c) Aggregated outstanding amount should be visible at any time for partner
d) Payments made to/ Received from Partner should be reflected in Partner
Management system
e) It should be possible to handle Adjustments and Credit limits for a Particular partner
f) Partner invoicing should take care of Tax requirements
g) Partner Users should be able to view Invoice details in the system

107 Bills are issued to customers in arrears and in some cases advance billing (in case of
leased circuits)
108 Bill Formatter
This functionality of the billing operations is required at the last of the bill cycle. This
shall be provided through a separate application to be quoted on DC class hardware.
This shall be independent of the billing application. The features of this functionality
shall be as below:
108.1 It shall generate full-color documents that deliver information quickly and easily.
Document composition system with a logic map, making it easier to maintain
complex applications.
108.2 It shall view the formatted print stream -using actual printer fonts, custom graphics
and barcodes -to know how the documents will appear on the actual printer.
108.3 It shall include watermarks, logos, copyright text and other information in the
background and specify whether it appears on every page or odd/even pages.
108.4 It shall design applications using resources resident on the workstation as well as
290
 printer resources, such as house styles and signature fonts.
108.5 It shall create full color bar, stack, line, scatter and pie charts In seconds using the
chart wizard
108.6 It shall support over two dozen import formats including PDF, RTF, EPS, JPG/JPEG,
BMP, Word 2003 XML schema, and psegs.
108.7 It shall do Table cell merging.
108.8 GUI based template design tools without any need for scripting and coding.
108.9 Sophisticated content management with revision control, role-based access, and
version rollback.
108.10 Use of a single secured central repository of business rules, templates, text and
other contents across applications.
108.11 Capable of generating multiple data streams in a single pass.

108.12 It shall do variable data and conditional processing that personalized information for
each recipient.
108.13 Robust formatting capability. Includes full colour, dynamic graphics, variable data
and multiple languages.
108.14 Single design cockpit for creating applications.
108.15 It shall generate in batch mode for high-volume output.
108.16 It shall generate in real-time for on-demand applications.

291
 SECTION – 3 - PART B-9
Provisioning system

1. General

1.1 The main purpose of Provisioning System is to enable process activation of new
subscribers and services in the communications networks along with managing and
maintaining an accurate Network Inventory of the underlying network and ensuring
data integrity through network discovery and reconciliation. The OSS system/s shall
also enable BSNL to carry out accurate Network Planning.

1.2 The OSS system/s shall consist of the following functional modules

i. Service Inventory Management Component

ii. Service Activation & Provisioning component
iii. Network Inventory Manager component

2. Service Activation & Provisioning

2.1 The system shall provide a uniform interface to the service order management
application, allowing it to issue service requests for specific subscribers.
2.2 The Service Activation component shall be capable of activation for:
a. Wire line Services (PSTN / NGN), Wireless services
b. Residential / Business Broadband services (Wired / Wireless)
c. IP/MPLS VPN , Ethernet and similar IP based services.
d. Leased Circuits
e. IN viz., Toll free, UAN, UPN, Tele voting etc.
f. VSAT
g. Integration with NIB for the following services.
i. Postpaid Broadband
ii. BBVPN
iii. Prepaid Broadband
iv. Postpaid FTTH
v. Postpaid Wi Max
vi. Prepaid Wi Max
vii. Prepaid Sancharnet
h. Other services provided by BSNL to its retail and enterprise customers
2.3 The system shall also provide a uniform interface to manage the provisioned
services.System should provide the ability to define Service based provisioning which
can be achieved via Service Configuration. Provisioning request of a service should
be sent to the associated devices.
2.4 All service provisioning requests made from client applications such as Service Order
Management component made for a specific subscriber shall result in the service
being activated on the network elements
2.5 A batch interface shall also be supported for service provisioning requests.
2.6 The system shall satisfy requests from the order management system to provision
services, such as but not limited to following
2.6.1 Creation of subscriber and authentication
292
2.6.2 Assignment of supplementary /value added services such as:
a. Voice Mail
b. Prepaid
c. Call Processing Features such as call holding, call waiting, call forwarding, call
identification etc.
d. ISD/STD
e. Temporary deactivation of services
f. Activation of new services
g. Different types of call barring: Customer requested OG/ IC Barring, Barring due
to non payment of bills, Centrex OG Barring, OG Barring to use FLPP, Special
Number barring, Dial up access to reach 172XXX numbers for Internet access
h. Deactivation of assigned services
i. Shifting of service from one customer to another (for wire line)
j. Deletion of subscriber
k. Change of number
l. Change of Originating Equipment number for wire line
m. Personalized Ring back tone, in coordination with PRBT content provider
n. Centrex within MSU and across MSUs
o. ISDN
p. Call Hunting
q. Provision of E1R2/E1PRI
r. DID
s. Leased Lines
t. NGN VAS Services
i. Pan India IP Centrex between Wireline and GSM connections, Prepaid and
Postpaid
ii. Multimedia Video Conferencing (MMVC)
iii. Fixed Mobile Convergence (FMC)
iv. Limited Fixed Mobile Telephony (LFMT)
2.6.3 System should be able to provision P3 VPN order management
a.New Domain Creation for BBVPN
b. Domain Termination for BBVPN
c. New BBVPN Child creation
d. BBVPN Plan change
e. Telephone Shift Request of BBVPN
f. Port Change for Child
g. Private IP change
h. BBVPN Child Deletion
i. Suspend/Reactivation of BBVPN
j.Order Tracking Domain and Child
k.Port change – BBVPN, ADSL service

293
 l.Port change – Changing MAC Id for WiMax connections
2.7 The Provisioning system should be capable of taking and handling orders from
external CRM / order management systems also. (Ex: GSM, NIB Portal, CMS Portal
etc.).
2.8 The service request shall result in the activation of the service after assigning the
required resources on the network element, if any.System should be able to
maintain Device wise retry count in case of network failures. Once retry count is
crossed, the request should be marked Stale indicating it as permanent failure. The
result of the service request shall be made available to the requesting Service Order
Management Application. Bidder has to deliver the inventory management system
along with Order Management module.
2.9 The proposed system needs to interface with network elements (including
concentrators) belonging to different vendors, supporting different interfaces in the
future also.
2.10 The System shall log service provisioning information such as:
a. Date of Request
b. Time of Request
c. Type of Request
d. Status of Request
e. Subscriber Id
2.11 The system shall assign processing priorities to provisioning requests based on origin
and / or destination.
2.12 The system shall support the priority of a request specified by the service order
management system while sending the request.
2.13 A confirmation of action or error message shall be sent back to the originating
system after processing a service –provisioning request.It should support re-
processing of failed requests. If there is any delay in the processing, the same shall
be informed to the originating system confirmation e-mail / sms after activation /
suspension / de-activation to be sent to customer.
2.14 System shall be able to operate in centralized or de-centralized mode, i.e the
provisioning shall be performed from a central location under Centralized mode
requirement and if necessary the provisioning for a particular region / location can
also be performed by any user from that particular region / location.
2.15 The mediation / provisioning system shall be highly configurable to introduce or
change any syntax of communication with network elements
2.16 The system shall support the time component along with any of the dates so that it
shall make possible the activation of a service at a particular time and date. –It
should also support On-demand.
2.17 There shall be a front end to monitor the status of the requests and any errors in
processing.
2.18 It shall have ability to interface with Facilities Management System if required.
Facilities management system is for providing various facilities to the subscriber to
be used in case the offered provisioning system do not support the same (in case of
all switch technologies / some of the switch technologies)
2.19 There shall be a GUI to add, modify or delete MML commands for the various
services and features requested by order management system for all switches.
2.20 There shall be a GUI to allow users to provision services/features on the switch
2.21 It Shall provide necessary data for reconciliation between order management, billing
and switch
294
2.22 All the activities happening through the system shall be tracked and a history shall
be maintained and with a facility to export such data for a suitable print out or share
through email.
2.23 System should integrate with P3 systems like
2.23.1 TDS Servers for LDAP profile creation
2.23.2 DIL servers for mail profile creation
2.23.3 Prepaid billing system
2.23.4 Multplay systems
2.24 System should integrate with existing NMS and EMS systems of different vendors to
fire auto activation and dunning commands. The existing NMS and EMS Systems are
Huawei NMS,Huawei EMS,UTStarcom NMS,UTStarcom EMS and CDOT SM App for
CDOT switches

2.25 System should integrate with CMS application to provide Lawful Interception for
PSTN Land Line switches .
2.26 Should be able to integrate with Fault/ Performance Monitoring systems to create
tickets for Major Service Outage (MSO) for all switches.
2.27 System should be able to identify Repeat faults on a connection and send Alert SMS
to the Esclation Hierarchy staff
2.28 System should be able to handle complex order orchestrations. E.g. splitting of
single order with a Product bundle into multiple orders for provisioning of each
product.
2.29 Should be able to take changes to inflight orders
2.30 System should be able to integrate with workforce management system to assign
Orders/ dockets to different workgroups
2.31 System should allow GUI based configuration of tasks to define different workflows
without code changes/ downtime
2.32 Reports
a. Cycle time of completed activations
b. Failures within a given period of time
c. The system shall support reporting functionality to be used by the business
areas. It is required to have the ability to produce reports on accounts, on
services, on features, on usage, and other business parameters.
d. The proposed solution should be able to support customized reporting
e. The proposed solution should be able to provide data stored in System for
external reporting tools
f. The proposed solution shall list the exporting options of the reporting
functionality.
g. The proposed solution should provide an operational framework where
operational activities can be displayed in presentational format for easy
decision making and tracking CSR work performance.
2.33 The proposed inventory system should provide warehouse management covering
following (but not limited to):
a- warehouse master creation
b- allocation of inventory to warehouse
c- change warehouse

295
3. Service Inventory Management
3.1 The Service Inventory Manager shall be the single source of truth for all BSNL
customer services. As an order is processed Service Order Management component
shall trigger the creation of a service instance hierarchy in Service Inventory
Manager and update the instance during the progress of an order.
3.2 Service Inventory Manager shall provide a single access point for service inventory.
It links the customer ordered product to the network services and resources that are
allocated to fulfill that order.
3.3 Every single Service Instance shall have an ID.
3.4 The Service Inventory Manager shall support Service Instance Lifecycle and
Versioning. It shall provide the capability to maintain a historical view of the service
instance. The System should support devices loading into the system from flat files
delivered from warehouse/manufacturer. It should support bulk operations on
Inventory.
3.5 It shall allow BSNL to see the past and presentconfiguration of services. The prposed
system should support future dated activiations and terminations
3.6 The service Inventory Management component shall provide Open API / SOA
Interface. The API provides support for industry standards such as web services and
EJB interfaces.
3.7 The API shall support a wide range of service inventory operations for fulfillment and
assurance purposes and caters for both synchronous and asynchronous integrations.
3.8 It shall provide a web service interface so that it can be easily de-coupled and
integrated with third-party OSS systems.
3.9 The Service Inventory Management component shall support Service Associations.
The component shall provide the foundation to associate services in a parent-child
and peer-to-peer relationship.
3.10 The Service Inventory Management component shall support Operational Separation.
3.11 It shall enforce operational separation restricting access to service instances based
on the user’s role, geographical location and market type of the service.
3.12 It shall also have the capability to restrict access to the associated services of a
certain service instance.
3.13 The Service Inventory Management component shall support Multi-level Hierarchy.
3.14 It shall support N-levels of hierarchy for services and sub-services. All levels of the
hierarchy include support for versioning, operational separation and other features
available to the root-level service.
3.15 The Service Inventory Component shall support External System Search.
3.16 It shall allow searching for a service based on all service parameters.
3.17 The service Inventory component shall support associations like:
a. Telephone Numbers (for all services)
b. IMSI
c. MSISDN
d. ESN number
e. CPE
f. VRF and IP Address
g. Ports (DSLAM, LMG,Switch ports, etc.)
h. Static IPs and Private IPs

296
3.18 The system should provide encryption/decryption of inventory file
downloaded/uploaded compliance to security
3.19 The solution shall provide inventory monitoring, alarms, error logs, inventory
tracking, and customizable reports.
3.20 The inventory management system shall be updated by the Service Order
Management component on an order by order basisThe System should have ability
to assign a variety of statuses to resources such as Active, Created, Deleted,
Disabled, Enables, Locked, Reserved.The proposed system shall support inventory
number batch generation via GUI and via file upload (for ex - .csv file upload)
3.21 System should support change of inventory details associated with the customer
account
3.22 System should support Inventory quarantine upon service disconnection/ order
cancellation. Reallocation of Inventory to same Customer within defined timeframe
should be possible
3.23 - Inventory in quarantine state cannot be allocated to any customer account
3.24 - Number should remain in quarantine state till pre-defined period
3.25 The main functionality shall include:
a. Capture / export inventory data - Ability to retrieve inventory data from legacy
systems and to export information to external systems.
b. Equipment installation location - Association of equipment with locations, circuits
and carrier systems.
c. Assigning equipment and Numbers to an order - Ability to assign a component
or components to an order. This assignment can be automatic or manual, and
shall be based on business rules or network management rules.

4. Network Inventory Management

4.1 The vendor must provide a mapping of its Inventory data model or Inventory
Objects to the TMF SID parameters. The bidder shall provide the document as an
appendix to the compliance statement.
4.2 The Solution shall support multiple vendors, multiple technologies and multiple
equipment types.
4.3 The Solution shall be capable to fulfill design and assign functions.
4.4 The Solution shall capture hierarchical views of network equipment (e.g.: bay, shelf,
slot, port, etc.). To reduce the training requirements and implementation costs these
views shall be standardized across all technologies supported and across all the
vendors’ customers.
4.5 The Solution shall be able to define and design virtual circuit and bandwidth
allocation including all sub rate channels.
4.6 The Solution shall support and capture any pre-wiring of physical links between
ports.
4.7 The Solution shall define and design virtual element connectivity within each network
element and between network elements.
4.8 The Solution shall capture the logical connectivity links between network elements
and their configuration details.
4.9 The Solution shall capture capacity of the equipments/cables for capacity
management purposes.
4.10 The Solution shall be flexible enough to capture additional features and attributes
related to the network inventory components. This flexibility shall be accomplished
via a point and-click interface.
297
4.11 The Solution shall have the ability to visualize both parent and child circuits of the
parent.
4.12 The Solution shall allow users to navigate easily between the graphical circuit layout
and detailed information,. An example would be to navigate from a location, to a
device elevation, to a card, to the ports on that card. From a port the user could
find the related circuit(s) and display the relevant circuit layout.
4.13 The Solution shall allow the design of future circuit configurations prior to actual
installation of facilities.
4.14 The Solution shall track leased facilities and their relationships to the end-to-end
circuit.
4.15 The Solution shall allow the engineer to search and view the Network Inventory. This
shall include the ability to search operator specific extensions.
4.16 The Solution shall prevent duplicate assignments of resources.
4.17 The Solution shall track equipment by manufacturer, part number, model serial
number, asset number, barcode number, project or any other descriptive element.
4.18 The Solution shall support creating new vendor, status, equipment, bandwidths and
card types easily through a point-and-click interface.
4.19 The Solution shall have the ability to categorize the inventory by operator-defined
categories.
4.20 The Solution shall track the history of all objects, which includes all transactions
associated to each objects.
4.21 The Solution shall maintain a comprehensive, extensible, template driven model of
physical network inventory.
4.22 The Solution shall support the building of new inventory instances through a set of
predefined templates (e.g. locations, equipment, cards, and connections).
4.23 The Solution shall allow the creation and modification of builds through a simple,
mouse-driven, graphical interface
4.24 The Solution shall support automatic generation of specific naming conventions
4.25 Application must have the ability to track the actual changeable parts / cards/ logical
modules inventory located in equipment.
4.26 The Solution shall provide the ability to support life cycle information - supporting
past, present and future views of the networks providing information for capacity
planning and the ability to rollback to known working equipment or connectivity in
the event of failure.
4.27 The Solution must be able capture equipment configuration information – definitions
of equipment (shelves, slots, cards and ports), connections (fibre, leased lines, etc),
and the hierarchies within these types of equipment and connections.
4.28 The Solution must have ability to model the compatibility rules for cards allowed in
device, shelf, slot or card types.
4.29 The Solution must be able to capture location information – where network elements
(latitude and longitude) are located in the network topology.
4.30 The Solution must be capable of modeling a location hierarchy. For example,
country, region, city, site and room.
4.31 The Solution must have ability to add new equipment and card types through the
configuration of new templates using a graphical tool.
4.32 The Solution shall support vendor-specific features must be modeled from simple
port-only devices, through to complex devices requiring a multiple rack, shelf and
slot configuration. These processes must be put together in a simple and
understandable manner, allowing quick, easy and consistent repetition of the task.
298
4.33 The Solution shall be capable of supporting customer-defined equipment naming
conventions, applying customer-defined rules and constraints were necessary.
4.34 The Solution must have ability to associate colors, icons or other easily recognizable
symbols to reflect object states. These colors or symbols must be configurable by
personnel with no development skill.
4.35 The Solution must provide the ability to easily define multiple object states.
4.36 The Solution must be able to model the status attribute, status value and color.
4.37 The Solution must have ability to model device templates to allow pre-populated
devices to be added in a single, repeatable process.
4.38 The Solution must have ability to model location templates to allow a combination of
pre-populated devices to be added to a new or existing site in a single, repeatable
process.
4.39 The Solution shall be able to hold the relationships between physical and logical
resources and specific customer services (e.g. allow a user to identify which
equipment or links are related to a selected service).
4.40 The Solution shall maintain a comprehensive, extensible, metadata driven model of
physical network inventory.
4.41 The Solution shall be able to model enumerations that can be assigned to object
attributes.
4.42 The Solution shall be able to model device hierarchy - rack, shelf, slot, card and
port.
4.43 The Solution shall provide schematic representation of the equipment metadata.
4.44 The Solution shall be able to model link template to allow automatic connection of
multiple links between devices for high volume services.
4.45 The Solution shall be able to model cross connection template to be used within a
device.
4.46 The Solution shall be flexible enough to support multiple physical connections on a
single port.
4.47 The Solution shall provide the ability to model different physical mediums. This shall
include but not be restricted to copper, fiber, leased line, microwave and radio.
4.48 The Solution shall be capable of modeling new/emerging technologies.
4.49 The Solution shall be capable of modeling and displaying the relationship between
the customer services and the relevant subscribers and their details.
4.50 The Solution shall be able to model the relationship between services and
applications.
4.51 The Solution shall be able to model parameters including the type, default value,
constraints, validation and other business rules. Must support composite parameters.
4.52 The Solution shall be able to model parameter templates for a collection of
parameters.
4.53 The Solution shall be able to model IP equipment configuration
4.54 The Solution shall be able to create, modify and remove devices including type, sub-
type, containers, shelf population, card population, device name and status.
4.55 The Solution shall be able to create, modify and remove cards including the addition
or removal of cards from a warehouse and a defined location or device.
4.56 The Solution shall be able to create, modify and remove links including the addition
or removal of links between defined devices or locations of any type, and the division
of existing links by inserting a new device.

299
4.57 The Solution shall be able to create, modify and remove ports allowing aggregation
of ports on the same card or device.
4.58 The Solution shall be able to create, modify and remove circuits including resolved
sequential link/circuit trail, sequential circuit path, parallel circuit path/trail,
unresolved circuit, protection circuit or data circuit; division of existing circuit;
division of existing circuits at a device which they currently transit; copying of a
circuit.
4.59 The Solution shall be capable of modeling protection circuits.
4.60 The Solution shall provide the necessary circuit models to build a thorough and
complete representation of the circuit carrying capability of the network.
4.61 The Solution shall be able to enable a search for any object using any value of any
attribute of that device.
4.62 The Solution shall be able to allow a user to assemble complex searches comprising
of multiple criteria’s and re-usable database queries through a GUI.
4.63 The Solution shall be able to enable the creation of a link between two devices based
on a pre-defined template.
4.64 The Solution shall be able to create, modify and remove cross-connections allowing
the manipulation of cross connects between ports individually or on a bulk basis.
4.65 The Solution shall be able to create, modify and remove topologies and the addition
of objects to existing topologies.
4.66 The Solution shall be capable of modeling a location hierarchy (e.g. country, region,
city, site and room).
4.67 The Solution shall be capable of creating, modifying, removing with type, attributes
and position within the location hierarchy (for example, site, city, country and
region).
4.68 The Solution shall be able to create, modify and remove subscribers (customers) and
to support associating subscribers with groups or membership. An example would
be where individual employees are associated to the company for which they work.
4.69 The Solution shall be able to create, modify and remove documentation allocating
any given devices and external documentation.
4.70 The Solution shall support the creation, modification and removal of projects that
4.71 Capture records of related inventory (design and assign) changes
4.72 Capture records of related change implementation (workforce or activation jobs, for
example).
4.73 The Solution shall be able to create, modify and remove users and groups, and
group membership.
4.74 The Solution shall be able to create, modify and remove roles including the
association of roles to users for system privileges at various levels of granularity.
4.75 The Solution shall be able to bulk create objects (e.g. circuits, links, devices etc.)
based on the profile of another object.
4.76 The Solution shall be able to bulk update an attributes across objects. That is the
ability to query on a set of data and specify a common attribute to be updated (e.g.
- updating the address field for all equipment at an exchange).
4.77 The Solution shall be able to create, modify and remove logical groupings of IT
objects. An example of a logical grouping would be a group of closely related
applications, or a collection of computing devices that collectively support an
application.
4.78 The Solution shall be able to create, modify and remove applications including the
application, its resource capacity, and relationships with other applications, devices,
300
 logical environments.
4.79 The Solution shall be able to create, modify and remove redundancy groups
including the redundancy group and its member objects.
4.80 The Solution shall be able to create, modify and remove parameter sets including
the ability to create a parameter set according to the predefined dictionary and
templates, to associate an inventory object, to set the parameter values, and to set
the version.
4.81 The Solution shall be able to bulk copy parameter sets including parameter set
versions and to set parameter values on multiple target objects.
4.82 The Solution shall log all inventory object creation/modification/deletion operations,
and allow users to perform rollback based on these log records.
4.83 The Solution shall be capable of defining Class of Service partition to represent
segments of a data circuit's bandwidth.
4.84 The Solution shall be capable of managing overbooking of capacity in data networks.
4.85 The Solution shall be able to support flexible bandwidth allocation in data network
including bandwidth in percentage value, and constraint based bandwidth allocation,
e.g. minimum and maximum bandwidth allocation.
4.86 The Solution shall be able to support traffic mapping based on the Class of Service
definitions for the bearer and overlying circuits.
4.87 The Solution shall be able to accommodate multi user sites and track the site share
process.
4.88 The Solution shall record the network at the various stages of the planning and
implementation cycle. This shall include design, as built and as inspected network
information.
4.89 The Solution shall be able to reconcile network data and verify if the asset data is in
sync with the physical network equipment for all switches.
4.90 The Solution shall be able to import data from variety of element managers and
compare it against the Inventory data for NGN switches.
4.91 The Solution shall be able to import variety of data sources and compare it against
the Inventory.
4.92 The Solution shall have a manual data loading feature, to be utilized to upload data
in the event that it is unable to talk to an Element manager.
4.93 The Solution shall be able to set Filters for known discrepancies to be ignored
4.94 The Solution shall be able to provide comprehensive reports on all the discrepancies.
4.95 The Solution shall have procedures and processes for users to maintain the
inventory alignment after the reconciliation.
4.96 The Solution shall support transmission information to be available via a schematics
view.
4.97 The Solution shall be able to create and maintain MPLS L3 VPN and L2 VPN network
information, planning, design, status and so on.
4.98 The Solution shall provide the ability to create/ add/modify/delete physical objects
for network inventory which includes but not restricted to:
a. Devices, Cables, Fibres, etc.
b. Shelf
c. Slot
d. Card
e. Port
301
 f. Links
g. Locations
h. Cloud
4.99 The Solution shall maintain a comprehensive, extensible, template-driven model of
logical inventory (e.g. circuits, numbers and logical topologies).
4.100 The Solution shall provide the ability to create/add/modify/delete logical objects for
networks inventory which includes but not restricted to:
a. Circuits
b. Topologies
c. Numbers
d. Projects
e. Documents
f. IP addressesThe system shall support IPv4 and IPV6 address.
4.101 The Solution shall provide the ability to create/add/modify/delete inventory database
extension objects, as required.
4.102 The network inventory solution shall provide the ability to create/add/modify/delete
service layer objects for networks inventory which includes but not restricted to:
a. Services
b. Subscribers
4.103 The Solution shall be able to track and maintain the following:
a. Port level information for all identified Assets
b. Cross Connect Information for all equipment at Port level
c. Time slot level information for certain equipment’s,
d. Physical Address stored as attribute for all Equipment’s.
e. Address stored as attribute for all Customer Premises Equipment’s.
4.104 The concept of capacity management is central to the requirements. Capacity
translates into a Telco’s ability to deliver service and the solution's ability to
accurately maintain a capacity model underpins its ability to streamline and
automate the provisioning process.
4.105 Network inventory models shall be highly consistent across all the vendors
customers to maximize out of the box capabilities and minimize cost of ownership
4.106 The Solution shall provide out of the box integration adapters that provide standard
presentations of the relationships between network resources for input to Assurance
(root cause analysis).
4.107 The Solution shall provide out of the box integration adapters that provide standard
presentations of the relationship between network resources and customer’s services
for input to Assurance (impact analysis).
4.108 It shall be possible to represent the same inventory objects in different contexts at
the same time to support planning activities. For example, it shall be possible to
represent a future connection to a network port even if that same port is already
being used for a different purpose in the present.
4.109 The Solution shall have the ability to automatically generate a ranked list of primary
and protection routes between two given points, allowing the provisioner to select
the appropriate protection route based on the technologies involved and associated
business rules.
4.110 The Solution shall provide OOB report to display any subscribers and services, and
302
 the network resources, physical and logical, consumed by that service.
4.111 The Solution shall provide a GUI driven mechanism for creating network build
templates to enable rolling out repeatable designs.
4.112 The Solution shall provide network build templates which might span several
locations and include circuit hierarchies associated with the build template elements
4.113 The Solution shall allow visualization of build templates graphically. The presentation
shall show the equipment and connectivity used in the build template.
4.114 The Solution shall provide network build templates which might be composed of
elements of replication (e.g. a complete new PoP or eNodeB) and/or elements for
mapping (e.g. a new backhaul connection to be mapped to an existing edge network
port).
4.115 The Solution shall provide a mechanism for storing build templates so that the
contained equipment and connectivity can be distinguished from actual resources in
the network (“Planning Office”)
4.116 The Solution shall support lifecycle management for network build templates.
4.117 The Solution shall support a mechanism to roll out new resources in the network
using a build template.
4.118 The solution shall support to model the various inventories like cable records, Pillars,
Distribution Points, etc., in respect of copper cables, fiber distributory system,
Repeaters / Splitters, Cable Route Maps, Location of Outdoor Inventory.
4.119 The solution shall depict the various outdoor assets like cables / fibers on a
geographical maps and accessible on mobile devices.
4.120 System must have capability to respond back for the feasibility queries from CRM
system.

5 Lineman App
5.1 Mobile App which can take Customer Orders/ dockets from Provisioning system and
show them to the respective Lineman when he Logs on to the App
5.2 Lineman Registration via OTP, Lineman Employee Id and Password based
authentication
5.3 Lineman inputs to be captured by App and sent back to Provisioning system, to close
the docket/ order
5.4 Lineman can put the order/ docket on hold, or cancel, or work and close it
5.5 Orders with different status to be shown to Lineman in different buckets in the App
5.6 "Locate" functionality to be given to Lineman to record the Location coordinates of
DP, Pillar and Other Network elements
5.7 App to automatically send SMS to Provisioning system upon successful closure of
Order/ docket by Lineman

303
 SECTION – 3 - PART B-10
Data Mediation

1. General

1.1 The Data Mediation System (comprising of Collection, Mediation & Distribution
Modules) collects raw network usage data and transforms it into rich, billable business
information. It is flexible enough to accept any event/record format that the network
may generate and is able to achieve this so that the Mediation system can handle
present and future Network Elements both and make it “future proof”, resulting in
significantly reduced time to market for new product and service offerings.The
functionality of Data Mediation System shall be to collect, process and distribute Call
Detail Records (CDRs/IPDRs) in a compatible format to downstream applications
including but not limited to Customer Care and Billing and other downstream
applications. It shall not be possible to edit the master data collected from network
elements within the Data Mediation system (The Mediation System must maintain the
master data in “as received” status and must prevent any attempt to edit or modify
it). The System shall support modular design of mediation rules that can be
independently created and then used in different mediation rule to drive multiple
functionalities. The System shall support supplementary flows which can be activated
as per request basis. The flows can be used for multiple purposes such as clear
backlog, file reprocessing, testing and others. These flows shall be dormant unless
required and shall not consume system resources.The Mediation System shall be able
to support the features enumerated in this specification under various clauses. The
system event collection shall support event collection from multiple network elements,
as follows:
i. Next Generation networks, such as SGSN, GGSN, and CG
ii. Content servers, such as WAP, Web, VAS, and mail servers
iii. IP devices, such as RADIUS and routers (Netflow, SNMP)
iv. Voice networks, such as PSTN, , and VoIP
v. Broadband network elements such as AAA servers for IPDR collection.
vi. The system shall support collection by a variety of generic transport protocols
such as FTP, FTAM, NFS, CMISE (over TCP-IP, X.25 and LAN/Ethernet).
1.2 The Data mediation system shall support the basic features, including but not limited
to the following:i.
i. Identification and handling of different call scenarios based on CDR/IPDR flags
ii. Handling of ported in and ported out call scenarios (MNP functionality)
iii. Configuration of Centrex and CUG groups (across multiple MSUs)
iv. Handling of long duration calls/IPDR sessions
v. Handling of ISDN voice and data calls
vi. Handling of special number calls
vii. Handling of IN services (Full and split charging scenarios)
viii. Handling of Telemarketer calls
ix. Handling of feeds from content providers, external/internal modules etc.

2. System Capacity and Performance

i. The system shall be able to handle the processing requirements, without degradation
in performance. There shall not be any limitations with respect to subscriber base. It
shall be able to perform archive and retrieval operations without significant
performance degradation to online activities.It shall be able to perform selective data

304
 (flat file) archival/retrieval through application GUI.

3. Scalability

i. Mediation systems shall be capable of polling information from multiple numbers of

network elements on a centralized basis.
ii. It shall be possible to enhance the capability of mediation system to support more
network Elements, downstream applications and a larger throughput of CDRs/IPDRs
by addition of relevant interface software and necessary Hardware.
iii. It shall have the capability to process every single record consistently according to
the rules set by the user.

4. Availability

i. The system shall have an availability and service level as defined in this Functional
and Technical Requirement document.

5. Interface and Protocol Requirements w.r.t. collection & distribution

i. FTP (File Transfer Protocol)

ii. AFT (Automatic File Transfer)
iii. FTAM (File Transfer and Access Management)
iv. AMATPS (Automatic Message Accounting Teleprocessing System)
v. AMADNS (Automatic Message Accounting Data Networking System)
vi. TCP-IP (Transmission Control Protocol/ Internet Protocol)
vii. Fully Redundant Magnetic Tape Emulation System/Interface equipment to support
X.25/Ethernet connectivity to BSNL switches which do not have ports available.
viii. X.25 – XFER, AMATPS
ix. IP - UDP, AMADNS, ,NFS,NDM, TCP/IP
x. NGN –, RADIUS,LDAP,SNMP,NETFLOW, DIAMETER
xi. MTP
xii. FTAM, FTPVMS, SBSFTP
xiii. FTP
xiv. 802.3 LAN interface operating at 10/100 Mbps (distribution)
xv. Secure FTP
xvi. The Mediation System shall provide all the interfaces presently in use in the BSNL
network. In general the above interfaces/ protocols for collection as well as
distribution of data as applicable with minimum data rate of (2 Mbps) shall also be
supported:
xvii. The Mediation system shall integrate with Billing system (Retail and Interconnect),
Revenue Assurance, Fraud Management system, Reporting systems, Lawful
interception systems, Number Portability database.
xviii. The offered system shall support GUIs and also have a Web-based user interface.
The software design shall be such that, it is user friendly and allows for quick menu/
screen access and data entry.
xix. Physical delivery of interface and protocol support shall be as per present
requirement based on Network elements available in BSNL’s network only. However
system shall have capability to support all interface and protocols mentioned above
in addition to any new standard or proprietary.

305
 6. Collection

i. The collection Module shall be able to inter-work with various wireless, Intelligent
Network (IN), IP network elements (/VoIP), broadband network elements and with
other mediation systems supplied by various vendors and able to collect CDRs/IPDRs
of any format including XML but not limited to ASN.1, ASCII, Binary, Hexadecimal,
TAP1, TAP2, TAP3, etc as per requirement of BSNL from a single system. However,
mediation to mediation collection shall be required in case of Billing for services like
broadband, content based services, leased line services etc.
ii. The system shall have the capability to receive traffic from a switch without any
intermediary device. Data Collection Module shall support multiple instances of
continuous, simultaneous and independent collection of usage record data from
multiple network elements of different types from a centralized location.
iii. The collection Module shall support various protocols including but not limited to the
protocols mentioned at clause 5 for collection of CDRs/IPDRs.
iv. The operator configurable collection Module shall be able to collect network data,
individually or concurrently in: -
v. Real-Time for continuous collection of primary (transmitted for the first time) data
including alternate routes in the event of failure of the primary route.
vi. Non-Real-Time for scheduled polling of primary data
vii. Non-Real-Time for Demand Polling of primary or secondary (previously transmitted)
data
viii. Push/ Passive mode initiated by network element (active mode for NE)
ix. Collection Module shall Support Batch Transfer of files using Optical Disk, magnetic
tape, etc.
x. Collection Module shall support deletion of files once the files are collected after a
pre-defined programmable time after maintaining proper log.
xi. Collection Module shall support new network element interface protocols (i.e. the
application & lower level protocols) for collection when introduced in the network.
xii. The sequence number validation shall be supported during collection so that no files
are lost or duplicated.
xiii. Collection Module shall support feature of duplicate file detection to ensure that a
specific file name has not been previously collected.
xiv. The Collection module of the Mediation System shall have proper Audit trails for
keeping a track of the CDRs/IPDRs.
xv. It shall be possible to maintain individual identity of CDRs/IPDRs collected from
single source as well as multiple sources.
xvi. Collection process shall be activated based on time, event and both. For example
collection starts immediately after an event, such as usage, is over.
xvii. Collection system shall raise an alarm/SMS alert and request for retransmission if an
input file is deemed incomplete or corrupted.
xviii. System shall support the collection of Automatic trunk booking call details directly
from CDR IVR system at regular intervals. Format of Trunk call details may be ASCII
or binary format similar to normal switch
xix. The system shall support enhancement processing after collection. This involves
passing the data between the processing and business logic modules including
parsing, formatting; correlation; validation; aggregation; de-duplication; cloning;
splitting; reference data management
xx. The assembly of event records is governed by flexible, user-defined rules and plug-
ins. It uses predefined aggregation information to determine which records can be
306
 merged. The assembly shall enable a variable amount of assembly levels, for both
partial and previously-merged records, and apply different aggregation factors to
each level. Assembly can be performed online. Online refers to in-memory assembly,
where the system keeps all the events in memory until all correlation steps are
completed. The amount of time the events are kept in memory is configurable.
Assembly can also be performed in offline mode. Offline assembly is performed when
the time difference between the arrival of events is larger than that configured. In
this case, the Assembly process runs over a database, in configurable time frames.
xxi. Mediation shall support both sender and receiver initiated session
xxii. The System shall support EDR collection from database by reading EDR from
database in batch mode. The EDR source System shall allow the mediation updating
source database by adding flag to indicate collection process. The following
parameters shall be configurable:

- Transaction number in one batch (eg. Scope from 1K to 100K, etc).

- Query criteria (based on database SQL)
- Records backup mode (reading not delete, delete after read, backup after read and
delete) and others.

7. Processing

i. Mediation Module shall have a set of standard processing tools as part of its core
functionality. It shall be possible to integrate additional processing modules as
customized tools. It shall have individual processing rules for each network element
type and data format. The Mediation module shall support the following processing
functions:
ii. The System shall provide the functionality to synchronize EDR information between
online charging system (interfaced with diameter or other protocols) & offline
charging System as per respective nodes file processing by encoding multi
sources/formats into EDR. These EDRs shall be distributed to data warehouse as
packages to be added as additional fields.
For example:
Binary data from online charging system shall be converted into readable format
and merge with ASCII files from offline charging system.
iii. The System shall support tracking the status of each flow with time. In case there is
any process failure, the System shall remember and resume process from the last
state of its processing.

8. Format Translation (Decode/Encode)

i. Mediation Module shall have a flexible format translator to translate any usage data
input formats into a format like ASN.1, Binary, ASCII, BCD, HEX, or any other
required by downstream applications & vice-versa. The system shall provide flexible
rule-based support for processing events, including support of a range of standard
industry formats, such as ASN1, IPDR, XML, TAP3 (in-collect/out-collect)(3.2, 3.4,
3.11 and 3.12), CIBER, SNMP, and composite CDRs/IPDRs provided by IN Service
Control Points and other external sources.
ii. User shall be able to manage the changes due to introduction of new network
element of any type or downstream application or both. (Flexibility).
iii. Support format builder to enable the user to create customized mapping definitions
for conversion of CDRs/IPDRs external format to internal format and vice-versa.
iv. It shall be possible to process the CDR/IPDR according to any rule that is possible to
define. (Rules defined by user). The system shall provide configurable support for the
aggregation and assembly of event records where multiple EDRs of different types
(data, voice and VAS) are generated, such as for long calls and multiple sources.
307
 These event records from different sources shall be assembled into one event record
that represents a single billable session.
v. It shall be possible to read in multiple files and process the data as a single stream of
data, then output the CDRs/IPDRs into one or multiple output file(s).
vi. The Module shall provide user definable, configurable and table driven rules for
discarding CDR/IPDR records. CDR/ IPDR record discard may be performed according
to values of any field in the CDR/IPDR.
vii. Mediation rules shall be specified using a fourth generation scripting language (4GL).
The user shall be allowed to create and modify these rules in real time using the
application GUI. 4GL shall include many pre-defined functions that can be used
when specifying the mediation rules.
viii. Mediation shall provide a GUI screen that allows the user to select the mediation
processing to be assigned to each input and output data stream, as well as the order
in which the mediation processing is applied.
ix. The Module shall support deleting/filtering Empty Files/Blocks.
x. The System shall provide decoder with the functionality to discard records in
incorrect format to pre-define repository and continue decode next record
automatically. The System shall provide detail EDR view by input or output fields
with search function by fields (one field or more) in GUI tools.

9. Selection & Validation

i. Selection module shall filter CDRs/IPDRs to a file for further distribution to an

external, internal or post processing system.
ii. The selection feature shall use comparison operators and regular expressions to filter
the collected CDRs/IPDRs.
iii. It shall be possible for the user to edit existing selection criteria or create new
criteria for selection of CDRs/IPDRs in the user interface (GUI) or with the help of
very flexible and powerful scripting.
iv. It shall be possible to verify the filter criteria prior to transferring the filtered data to
a downstream application using Test Tools.
v. Mediation module shall provide a Validation check by specifying the criteria to
ascertain that data records (CDRs/IPDRs) meet the defined logic so that invalid data
records can be filtered out.
vi. User shall be able to define the actions to be taken for the records that do not meet
the specified validation criteria. It shall be possible to either remove the record from
the valid data stream and send it to a file for further analysis and error corrections -
either for single error records or for batches or to leave the record in the stream and
just log a message or repair the invalid fields using user-defined rules. Alternately, it
shall be possible to raise an alarm.
vii. It shall have the capability to perform format validation and pre-defined validation
criteria or both.
viii. It shall be possible to run several validation processes in parallel.
ix. Any modification to the validation rules shall be dynamic and shall be possible to be
deployed at any time without impact on the operation.
x. Mediation module shall have provision for separate file logs for the CDRs/IPDRs that
do not meet validation criteria defined by the user.
xi. It shall be possible to Edit the existing validation criteria or to create new criteria
using a GUI (Graphic User Interface).
xii. The offered system shall provide a GUI to manage error records. The GUI shall
support the correction/modification of the CDR/IPDR fields individually or via a bulk
308
 modification process. The offered system shall be able to reprocess the corrected
records.
xiii. User shall be able to validate individual fields or combination of fields within a record.
xiv. Mediation Module shall have the facility to ensure a sequential processing order of
files and CDRs/IPDRs,.
xv. It shall have sequential processing of CDRs/IPDRs to know if any CDRs/IPDRs is
missing or duplicated in the stream of CDR.
xvi. It shall be able to specify the number of error records and report, which are accepted
before aborting the processing of CDRs/IPDRs.
xvii. It shall remove all CDR/IPDR records, which have error, and save these in a specified
directory.
xviii. Mediation module shall support the Header/Trailer Validation feature to check
whether particular fields of a CDR/IPDR file Header/Trailer are within the defined
logic or range of values.
xix. It shall be possible to generate a new Header/Trailer or modify the contents of an
existing CDR/IPDR file Header/Trailer.
xx. It shall be possible to extract information from any CDR/IPDR in a file, which can be
used in the Header/Trailer generation.
xxi. Mediation shall be capable to automatically correcting the error records based on
user definable rules.
xxii. The System shall support checking mechanism on corrupted/missing files by
applying file-level validation either
- file-size,checksum(MD5)
- sequence number*
- date/time

10. Edit / Bulk Edit

i. It shall not be possible to edit the master data collected from network elements
within the Data Mediation system. All this data shall be stored in its original format.
Processing of the master data shall result in the generation of derived file. However,
it shall not be possible to modify the pricing parameters viz. calling no., called
destination, duration of the call, etc. of CDRs/IPDRs even in the derived files.
Mediation shall have user definable retention period for master and derived files .

11.Merge

i. It shall be possible to merge a number of CDRs/IPDRs files from a single source or

multiple sources into a larger output file. The criteria for merging the files either
from a single source or many sources shall be defined by the user.

ii. The System shall provide the functionality to extract data from other Systems by
using the Diameter, API, SOI, DB Link and others protocols and merge data into
mediated EDRs

12.ID generation

(i) It shall be possible for the Mediation Module to generate & insert Unique ID in the
CDRs/IPDRs, which may be required/used by the down-stream application. Field
width of unique ID shall be decided based on retention period of CDRs/IPDRs.

13.Duplicate CDR/IPDR Detection

309
 i. Detect duplicate CDR files and also to ensure that no CDRs/IPDRs are duplicated in
the CDR stream.
ii. Check duplicate CDRs/IPDRs/IPDR within the file and between multiple files. In
addition, in the mediation system, it shall be possible to define the age of call for
duplicate detection.
iii. Define the criteria of detecting duplicate CDRs/IPDRs with the help of GUI.
iv. Either filter out the duplicate data or direct it to a separate file in a user-defined
directory or direct it to a separate downstream system or mark that event as
duplicate and continue processing.
v. Create a log of the event and generate an alarm when a duplicate CDR stream is
detected.
vi. Generate alarm when Number of duplicate CDRs/IPDRs found in a CDR stream
exceeds user specified value.

14.Time gap detection

i. Mediation Module shall be able to support time gap detection functionality to ensure
that there is acceptable time gap between two CDRs/IPDRs.
ii. Time Gap detection functionality shall be able to check the minimum as well as
maximum acceptable time gap between consequent CDRs/IPDRs.
iii. It shall also be possible to check Time gap between the last CDR of one file and the
first CDR of the next file.

15.Flexible Processing

i. Mediation Module shall support flexible processing to apply user-defined processing

in the Mediation System. The flexible-processing feature shall allow the user to
modify field values, access database or perform more complex format conversions.

16.Assignment/Manipulation

i. Mediation Module shall support assignment functionality to change the order of

the CDR fields, to remove fields in the CDR and to change the data represented
in the CDR. Assignment functionality shall also support arithmetic operations and
conversion of format flexibly.

17.Database Lookup

i. Mediation Module shall have the facility to:

a. Support database look-up functionality for searching internal or external
databases.Such searches shall be criteria based.
b. Validate or assign new information to existing fields in the CDR with the
database look up functionality by predefining the values in Reference tables.
c. Retrieve values to assign these values to the new fields in the CDR.
d. Support the following modes of retrieval of information from the database:
e. Memory based table
f. Disk based table
g. Batch lookup.

18.Consolidation

i. Mediation System shall have the facility to:

310
 a. Handle partial CDRs/IPDRs generated by the Network Element for
consolidation of CDRs/IPDRs.
b. Merge the CDRs/IPDRs that belong to the same chargeable call into one CDR.
c. Define criteria for identifying the CDRs/IPDRs by the user that belong to the
same chargeable call.
d. Define the merger of different fields before the consolidated CDRs/IPDRs are
dispatched to post processing system.
e. Consolidate CDRs/IPDRs from different sources, which may use different
formats (Multi vendor/Multi exchange) based on common matching criterion.
f. Encode consolidated CDRs/IPDRs into the external format required by the
downstream applications.

19.Correlation

i. It shall be possible for the user to define criteria to match together and combine
related records into a single billable event.
ii. It shall also be possible to correlate data generated from GPRS, IP, content billing or
Voice over IP or Specialized Internet Services, Wireless calls with handoffs, Long
duration calls. etc. Feeds in terms of GPRS, IP, Content etc services shall be taken
from the mediation system of these services and correlation shall be done for the
usage events.
iii. It shall be possible to correlate records from different network elements so that
several CDRs/IPDRs from the same event may be combined into a single billable
event. If an event is routed through several network elements it may be necessary
to correlate the data from each network element.
iv. It shall be possible to correlate records across time if it is not possible for the system
to successfully correlate certain records during user specified time. Partially
correlated records can be processed with predefined user rules or sent to an error
record repository for investigation and correction.
v. It shall be possible for the user to define the rules for determining the correlation key
(a field or combination of fields that can be used to match it to other related records)
for the incomplete record.

20.Error Management/ Correction

i. Mediation module shall support several different error statutes with each status shall
be having a user-defined severity level and processing instructions.
ii. It shall support both system-definition and user definition of error status and error
reason code, which shall be unique to a process.
iii. It shall have the capability to reprocess all error records with error reason code, each
time a process is run.
iv. It shall continue and process all other fields in a record if a field level operation fails
on a field in a record. All multiple field errors within a record shall be recorded for
processing.
v. All errors found for each record shall be stored as part of records along with error
reason and error severity, and operation/process.
vi. It shall permit the user to view, correct, reprocess and delete the records in error
status.
vii. It shall permit the user to group errors containing same errors within and across files
for bulk processing and correction.
viii. It shall not prevent continued processing of the correct records present within a file -

311
 in the presence of errors within a file.
ix. It shall allow user to search and retrieve a record in error based on contents of any
field or combinations of fields and shall allow scrolling through the list of error
records and to review or correct them, if the search criterion results in multiple
records.
x. For each record retrieved the device shall indicate error-status, reasons, severity and
full record in the format applicable at the start of the process, which resulted in the
error condition. It shall also be able to display all errors for a record if a single record
is having multiple errors.
xi. It shall maintain a transaction history of each modification, deletion or release
activity and permit the user to view all changes made to a record in error.
xii. It shall permit the automatic reprocessing of certain error types for user-defined
number of tries, after which these shall be made available for manual processing.
xiii. It shall permit the ageing of the records against a user-defined schedule after which
record shall be automatically removed from the system.
xiv. It shall mark all records and keep a count of errored records for auditing and
reporting purpose.
xv. It shall indicate number of repair attempts per record.
xvi. It shall report current errored records and aged errored records.
xvii. Mediation System shall have flexibility in handling errors, like detection of duplicate
CDR.
xviii. Flexible error handling functionality shall support the following ways of handling an
error:
xix. Abort on processing; when user defined maximum number of incorrect CDRs/IPDRs
have been reached. The incorrect CDR file shall be processed immediately after all
rectified files are processed when the job is restarted.
xx. Discard the CDR file and abort on processing.
xxi. Mediation System shall be able to discard the file and write the incorrect discarded
file to an error directory and shall be able to continue with the next file.
xxii. The mediation system shall provide user configurable and table driven rules for the
validation of the event record data. In general this feature shall provide the ability
to:
xxiii. Check if particular fields within event records are valid or within a range of values, in
order to filter out those records that do not meet the validation criteria.
xxiv. Reject corrupted and invalid data.
xxv. Generate log files for the event records that do not meet the criteria, and indicate
the reason for rejection and record number.
xxvi. Add or modify criteria for event record processing without major system changes.
xxvii. Provide tools or utilities for reprocessing of rejected data.
xxviii. All rejected data shall be stored. It shall be possible to edit the rejected data in
either single or batch mode. A complete on-line audit trail shall be available for all
event record processing.
xxix. The System shall record all errors in separate views.
For Example
- collection errors
- distribution errors
- encoding errors
- decoding errors
312
 - enrichment errors and other errors.

21.Alarm Generation

i. The system shall provide the capability for generating several levels of alarm
notifications. The alarms shall be collected in a central system, which can be easily
interfaced to other systems. The alarm interface shall support several types of
notification method including File-based interface, TCP/IP Socket-based interface,
SMTP (email) interface, SNMP traps, Unix System Log, and to remote printer.
ii. It shall record all alarms in a log.
iii. It shall differentiate alarms by error code, severity and logged date/time.
iv. Alarm severity level shall be user defined.
v. It shall be possible to present the alarms through GUI and to perform following tasks
through GUI:
vi. Maintenance of alarm types & assignments
vii. Review of alarms
viii. Clearing of alarms within the log
ix. All systems/devices shall use same alarm system
x. It shall be possible to create and modify alarm text.
xi. Security access to the alarm function shall allow the standard functionality required
for the system.
xii. It shall present currently active alarms and aged alarms (until they are cleared)
along with status and severity. It shall also allow printing of reports of current and
historical alarms.
xiii. It shall be possible to make alarm status and information available to an external
alarm system.
xiv. Detailed reporting of alarms will be keyed by selecting a single line alarm entry from
the high-level display screen.
xv. Display of currently active severe alarms shall be highlighted and rolled to the top of
the high-level display screen.
xvi. Alarms shall generally be reported on files or logical groupings of data as they
process.
xvii. Alarm detection entries shall be created for each alarm type if triggered.
xviii. Alarm detection shall be configurable and be switched on or off as needed
xix. Alarm detection shall be applied to all functional processes.
xx. Support for User Configurable Threshold & Alerts

22.Performance degradation warning

i. Notifications may be required for partial failure or performance degradation of the

system, failure of data collection from the network elements and data distribution to
the client applications, Rejected service orders, Failure of essential system
processes, Complete rejection of a CDR record file.

23.Scheduling

i. Mediation System shall have a highly flexible scheduler, allowing the user to
configure and specify when Mediation System will do system functions (collection,
processing and distribution). It shall support user-configurable job scheduling, both
313
 time and event driven based. It shall have custom developed mediation modules,
using Application Program Interface with the help of developer’s kit. It shall serve as
central control point, responsible for starting and maintaining jobs, handling requests
from the user interface.
ii. Following types of Scheduling shall be supported:
a. Periodic Scheduling- Mediation System shall support, periodic scheduling
(weekly, daily or at an absolute time).
b. It shall be possible to combine multiple schedule configurations to define a
running schedule that specifies when a group within a job will be triggered.
c. It shall be possible to periodically repeat schedules according to the setting of
a repeat interval parameter.
d. It shall be possible to define absolute date and time specification, which
designates one schedule trigger only to occur at the specified time.
e. File close scheduling: Following types of file closing scheduling shall be
supported:
f. Based on the number of files queued up from the previous group in the job
chain.
g. Based on the number of bytes queued up from the previous group in the job
chain.
h. External Request Scheduling-Scheduling function shall support scheduling
based on the external request.

24.Distribution

i. Mediation System shall have the facility to:

ii. Transfer multiple streams of CDR files (or records) to any number of Bill Systems
and other Downstream Applications using following transfer protocols:
a. FTP over TCP/IP running on IP compliant LAN/WAN
b. CONNECT Direct over TCP/IP
c. ODBC
d. TCP/IP socket based transmission
e. Secure FTP
iii. These transfer protocols shall be supported over the network such as Ethernet, WAN,
X.25 network etc.
iv. The device shall support a data stream distribution profile for each downstream
recipient of data and the profile shall contain information including but not limited to
Next Transmission Date, Next Transmission Frequency, Delivery Time, File
Destination, File Name, Delivery Method, Login, Password, Number of
Retransmissions, Transmission Protocol, etc. It shall be possible for the user to
establish, view & modify the distribution profiles through GUI.
v. For each downstream application, the user shall be able to define which network
element’s data is to be assigned for distribution to that application.
vi. It shall be possible to track distribution status of individual files and it shall not be
possible to de-allocate the data files until they have been transmitted to all the
assigned destinations.
vii. The system shall send a single file/ record to multiple destinations. Audit counts &
controls must always be maintained.
viii. The system shall support the generation of an output file directly on the destination
system without the overhead of creating a local file copy.
314
ix. The system shall support recipient-specific data selection/exclusion rules &
expressions based file formats.
x. The system shall utilize the scripting language to support the selection/exclusion of
records. Examples of such rules include but are not limited to (rules can be used in
combination): exclude calls of less than a user-specified duration, include calls for a
user-specified distributor, summarize records based on user defined criteria
xi. The creation, management and use of the scripts for distribution follow the same
model used as part of mediation processing and is completely user-configurable.
xii. The system shall be able to format records such as
a. direct mapping of a field into a specified position in a specific format,
b. Converting the data in the field,
c. Concatenating data from two or more fields into a single field,
d. Splitting data from two or more fields into a single field,
e. Changing a field definition,
f. Deriving data from two or more fields in the record,
g. Adding data from internal or external tables or files,
h. Replacing data with data from internal or external files
i. Ability to transfer of files to Disk with optional capabilities to transfer files to
Magnetic Tape Drive and optical read/write disk drive.
j. Ability to transfer of files to another Mediation System.
k. Ability to Set/change the name of the files to be distributed by the user. The
functionality shall support many name components to choose from including
but not limited to qualifier, source, source file, separator between the name
parts and type of data.
l. Alert a post processing system before or after distribution of CDR files.
m. The System shall provide GUI tools for user to configure the following
parameters for generating output files.

- RecordLimit,
- TimeSchedule,
- MinAgeOfFile(second based),
- MaxAgeOfFile(second based)
- FileSize(Bytes) and others.

xiii. The System shall support uploading EDR into the databases of specific
destination. (eg. socket based distribution) with the following records writing
modes

- Not clear table before insert

- Clear table before insert
- Update table
** API related features **

25.Monitoring

i. Mediation System shall facilitate monitoring of active jobs. It shall be possible to

monitor the following information about the active job:
a. Job Name
b. Group type
c. Job and group identifiers
315
 d. The data file currently being processed by the group
e. The source name of the collection group
f. The destination name for the distribution group
g. The date and time of the monitored activity

26.Logs

i. Mediation device shall provide information in the form of following logs:

26.1 Audit log
i. Audit log shall store information with respect to CDRs/IPDRs and any other data
acquired by the Mediation system for a particular function. It shall maintain historical
information about the processing of received CDR files.
26.2 Event log
i. Event log shall contain information related to job handling and events from the
Mediation System background processes. It shall be able to display logs of processes
including but not limited to occurrence of an event, status of job of a particular
event, user associated with the event and date & time of the logged event.
26.3 User log
i. Mediation System shall have the capability to log user actions and entities related to
these actions. The user log function shall assist the system administrator to detect
the security violations by any user.
26.4 Error and Information Log
1. Error and Information log shall keep the information regarding any error
conditions that occurred on the system, as well as information regarding routine
activities.
26.5 Command log
i. Command log shall provide the details of all user commands entered along with the
time and the user id of the person who entered them.
26.6 Data Collection log
i. Data collection log shall contain an entry for each file received. The entry shall
include the file name, the Network Element from which it was received, the size of
the file and the time it was received.
26.7 Data Transmission log
i. Data transmission log shall contain an entry for each file transmitted. The entry shall
include but shall not be limited to the file name, the Billing Entity it was transmitted
to, the size of the file, the name of the file on the Billing Entity, and the time it was
transmitted.
26.8 Tape Log
i. Tape log shall contain an entry for each file written to tape. The entry shall include
file name, the size of the file, the name of the file on the tape and the time it was
written.
26.9 Disk Cleanup Log
i. Disk cleanup log shall provide an entry for each file that is removed from disk by
the de-allocation process. The entry shall include the name and size of the file,
and the date and time of its creation.
26.10 Application Log
i. Application Log shall contain messages generated by the Mediation Application
Modules, such as Filter, Search and Format.
316
 ii. Application start and stop log file at OS level should be maintained

27.Management

i. The data mediation system shall have following management function:

a. Application, database, restoration and backup procedures.
b. Ability to store data in compressed mode.
c. Ability to define user’s profile & privileges for each Mediation system function.
d. Function where system or database administrator shall only have the
authority to change the user’s privileges.
e. Support for hot-billing on the existing Network Elements which provides this
facility to speed up collection, processing for distribution of CDRs/IPDRs, to
the billing system immediately after termination of calls.

28.Elimination/Filtering

i. The system shall accept user configurable and table driven rules for the
extraction/elimination of CDRs/IPDRs or specific CDR fields per destination route.
Elimination/Extraction may include uncompleted and abandoned calls, Calls below a
specified minimum duration, A party number, B party number, Tele-service type, ,
CDR record flat, etc.
ii. It shall be possible for the user to verify filter criteria prior to transferring the filtered
data to a downstream application so as to confirm that the filter is working as
intended.
iii. It shall be possible to filter the CDR records for an individual or a group of customers
based on configurable criteria. This shall be necessary to offer Corporate Bill by
segregating all CDR records from incoming CDR stream for different set of groups
and sending the same to one of the convergent Billing for corporate billing. There
shall not be any limitation on number of individual or Corporate customers for
filtering purpose.
iv. An audit trail shall be available for all CDR elimination’s
v. The System shall support Record Filtering by providing GUI tools to enable user
configured business rules to filter records
- EDR records filtering based on fields available in the EDR based on business
rules

vi. The System shall provide GUI tools to configure separate error code for different
filtering rules.

vii. The System shall provide GUI tools to allow user to

- edit the existing validation and filtering criteria (i.e. remove existing filtering/
validation criteria, etc.)
- create new validation and filtering criteria
- define reject code and reject storage for each rejected rule
- review EDR log files and other functions.

29.Statistics and Reporting

i. The system shall have exhaustive built in statistical and reporting capabilities with
option for on-screen viewing, printing and shall have relevant software for generation
of custom reports by the users. It shall have a friendly GUI so that adhocreports, and
MIS graphics can be generated easily. The system shall be capable of producing
317
 reports including but not limited to:
ii. Number of CDR files collected per day from each network element.
iii. Number of CDR records delivered to downstream systems.
iv. Number of service orders per network element including an indication of their
progress. This pertains to provisioning of new subscribers in mediation system.
v. There shall be a mechanism to export report data to an external ad-hoc reporting
tool.
vi. It shall be possible to generate various administrative reports, Rule set reports,
collection and transmission reports, verification & processing reports, Record
processing accounting report (to provide details of mediation modules) etc apart
from system log on errors, commands & events.
vii. Apart from the above auditing reports, it shall be possible to define information to be
collected that is as per the user requirement (tailor-made reports)

30.Data Partitioning

i. The system shall be capable to partition the data received from the switch into
different streams based on user-defined criteria. It may be based on the type of the
generating Network Elements or CDR record flag.

31.Administration & Maintenance

i. The system shall facilitate the administration and maintenance of multiple instances
of the Mediation system by providing a consolidated view of state information and
alarms from multiple systems
ii. The system shall allow for centralized user administration so that DM(data Mediation)
user logins across multiple systems can be maintained from a single location.
iii. The system shall summarize the status of Sources and Destinations (Active, Inactive,
Abnormal and Suspended). The System Summary Status shall be updated
dynamically.
iv. In addition to monitoring the system shall provide a means to allow corrective
actions and provisioning from the web based interface i.e. Data entry in mediation
system wrt addition/deletion/updation of new services.

32.Security

i. The system shall allow administrator to restrict physical/logical access to the system.
The administrator shall also be able to restrict access for authorized users only those
information resources necessary to fulfill their assigned job functions
ii. The system shall allow administrator to Maintain integrity of the system data,
Monitor system activity, Identify and respond to unauthorized accesses or intrusions.
iii. The System shall generate Warning messages and display proprietary notices on
login.
iv. The System must support Automatic password aging for user logins.
v. System shall support password construction standards
vi. System shall prompt the user for any deletion activities such as file deletions/table
deletions/record deletions/scripts etc.,

318
vii. Mediation administrator shall be able to trace input commands entered through the
command line user interface. Log files shall contain audit records tagged with the
user ID of the user that executed the command.
viii. All data files are owned by Mediation application to assure data integrity from co-
resident applications.
ix. The user credentials which are used to access the network elements shall be
encrypted in the System

319
 SECTION – 3 - PART B-11
Enterprise Application Integration (EAI)

1. General
I. An Enterprise Application Integration (EAI) product is required to automate business
processes for service management, assurance and fulfillment across the various
BSS/OSS applications. The point-to-point links between various BSS/OSS
applications for inter-application integration. EAI solution shall provide an
architecture that supports business process and data integration for
publish/subscribe & request/response scenarios and to enable business processes to
be independent of the specific BSS/OSS applications.
II. A robust Enterprise Application Integration solution shall be leveraged for integrating
current and future applications including internal applications and external
applications.
III. Enterprise Application Integration platform shall help deliver BSNL pre-built content,
templates and methodologies for orchestrating agile user-centric business processes
across enterprise applications at BSNL. The platform shall allow applications and
systems to work together, leveraging industry best practices and open standards to
reduce costs and increase business flexibility.
IV. Enterprise Application Integration/INTEGRATION platform is desired to provide
enough flexibility to phase out a BSS/OSS application or integrate a new application
with minimal integration effort. The bidder shall be responsible to define the
Business processes as part of the System Requirement Study and implement these
processes across the BSS/OSS applications. The EAI solution shall have the following
components:

a. Core offering shall comprise of transport & transformation layer and shall
have facility to develop Process workflows to coordinate the actions of, and
data movement between, all applications involved in a given business
process.
b. Connectors to connect to various applications i.e. CRM, Billing, Provisioning
etc as per BSNL’s processes.
c. Adapters / Connectors to connect to legacy applications and technologies such
as JDBC, COM, LDAP, TEXT, XML, Web services etc.

V. The EAI solution shall meet BSNL’s future requirements for Business Integration and
shall have capabilities for:

a. Modeling business processes.

b. Connecting to customers and trading partners.
c. Monitoring business processes end to end.
d. Managing business effectiveness and improve the processes for which the
metrics shall be designed by the bidder.
e. Integrating front and back office solutions to gain a 360 degree customer
view across all channels.

VI. Create durable integrations across COTS (Commercial of The Shelf) applications,
third-party and custom developed solutions, unifying the application portfolio.
VII. The Integration platform should support deployment on Enterprise scale Unix
/ Linux platform.
VIII. The architecture shall decrease IT expenses by reusing existing applications to
create new composite applications.

2. Architecture Requirement

320
 I. The EAI solution shall be sized to meet the current requirements and provide a
comprehensive suite of software components for integrating disparate enterprise
applications that include packaged applications as well as in-house, custom, and
legacy applications.

II. The underlying messaging shall provide a robust platform for EAI, B2B, business
process management, process orchestration,web services.

III. The EAI solution messaging infrastructure shall support routing of messages based
on message content and shall support routing and transformation of messages. The
messaging infrastructure shall also support both synchronous and asynchronous
communications.

IV. The messaging infrastructure shall support self-describing data formats, XML
descriptions of the messages.
V. The integration logic shall support in an application independent manner (ie usage of
generic business objects at the integration hub, thus leading to application
independence), with the transport layer providing guaranteed/assured message
delivery, high performance and scalability to meet current and future needs.
VI. Application specific logic is isolated to the appropriate Adapter whose responsibility is
limited to event notification, data input/output and object transformation to/from the
Business Object repository. Application Adapters will connect the following but not
limited to, packaged applications to the EAI Server.

a. CRM, ERP and Financials

b. Billing
c. Data Warehouse
d. Provisioning
e. Internal applications
f. Internet applications
g. Portal Applications
h. TDS for service profile validation and
i. Creation for Broadband services
j. Multiplay for activating/deactivating inventory
k. DIL for mail profile creation
l. GSM for GSM orders, Limited to only capturing Service order details.

VII. The EAI solution shall track the business events while they execute in the connected
software systems to ensure the completion of the business process.
VIII. Integration platform should provide Business Activity Monitoring dashboards to
monitor real time integration scenarios.
IX. Key performance indicators or business measures, which are assigned during
modelling, shall be viewed in real time. It shall also allow controlling operating
results of key business processes through role based user interfaces and by

321
 generating alerts for unfavourable conditions. The EAI solution will help leverage
existing integration infrastructure and built further integrations as required.
X. The Integration architecture shall allow accelerating platform's ability to adapt to
changing business requirements.
XI. The EAI shall improve customer satisfaction due to consistent customer experience
and faster fulfillment through a unified portal.
XII. The Architecture shall provide a general infrastructure for consistent integrations
that are also extensible and able to respond to requests from industry strategy.
XIII. The EAI shall support an applications independent canonical data model to
accomplish the decoupling of data format.
XIV. The EAI solution shall utilize information from external data sources (e.g., an
external database, API, web service) during execution, or must all required data be
available prior to execution in an internal (product defined) data source.
XV. The EAI solution shall expose web services which can be consumed or produced.
XVI. The EAI solution shall support Rosetta net, X.25, GIS, AS1, AS2, AS3, or ebXML,
RESTFUL API or WebService protocols, Open Services Gateway initiative (OSGi)
standards and future advanced protocols.
XVII. The EAI solution shall provide an administrative console to manage the agreements
made among partner organizations in a B2B environment and shall have partner
management capabilities.
XVIII. The integration platform shall provide auditing and alerting mechanisms to identify
production problems with specific trading partners.
XIX. The EAI solution shall support interactions with trading partners based on both a
discovery (UDDI/WSDL) approach as well as established directories of trading
partners.
XX. The EAI solution shall support import/export of trading partner community
information.
XXI. Integration platform should be in Application integration leader’s quadrant by leading
analyst like Gartner, Forrester.
XXII. Integration platform should support industry leading application server as an
infrastructure. Application server should also be in leading analyst reports as leader.
XXIII. The Integration solution must be tightly integrated with a highly effective caching
capability, and must include and run on an industry standard application server
XXIV. The solution must have industry's best application server for building and deploying
enterprise Java EE applications with below features:
a. Enables enterprises to deploy mission-critical applications in a robust, secure,
highly available, and scalable environment
b. Configure clusters of Server instances to distribute load, and provide extra
capacity in case of hardware or other failures.
c. Diagnostic tools that allow system administrators to monitor and tune the
performance of deployed applications
d. Protect access to services, keep enterprise data secure, and prevent
malicious attacks
XXV. Integration platform should have built in caching technologies to enable Service
Result Caching will dramatic improvement in performance and high availability
through cached service results
XXVI. Integration architecture shall accommodate a loose coupling between systems. This
includes the ability to:

322
 a. Define loosely bound services that are invoked through communication
protocols that stress location transparency and interoperability.
b. Define services that have implementation-independent interfaces.
c. Replace one service implementation with another with no impact to the
client."
d. It shall support synchronous and asynchronous communication in multi
interaction styles.

3. Connector/Adapter Architecture
I. Connectors are the main interface between Process workflows residing in the
Hub/Bus, and the target end-point applications. Connectors allow applications to
participate in an integrated business process solution.
II. Connectors shall have two functional responsibilities:

a. To serve as a “connection intermediary” between the Hub/Bus and the target

application. The connector shall be responsible for bridging the protocols from
each side of the interface – MQ, RMI / IIOP, HTTP/S messages to and from
the Hub/Bus and function / procedure calls to and from the target application.

III To serve as a “translation intermediary” between the target application and the
Hub/Bus. The connector is responsible for bridging the data formats from each side
of the interface – business objects in XML to and from the Hub/Bus, and data item
parameters to and from the target application.

IV A large number of ‘off the shelf’ adapters shall be available. Standard adapters shall
be available to connect to standard technologies and legacy applications.

V The EAI tool shall also provide software development kit and toolset for developing
custom application interfaces or modifying existing interfaces.

VI Proposed product should include certified version of connectivity solution for customer's
current CRM capability

VII Integration Platform should provide OOTB adapter for customer's current CRM
capability

VIII The Integration platform shall provide connection to various applications through a
unified connectivity framework like different types of adapters to exchange
information with other departments.

IX The Integration platform shall provide Unified Management & Monitoring tool to
monitor transactions and processes in real time.

a) Should provide Single console to monitor integration, application server, database

components
b) Should support enterprise scheduler service to enable scheduling integration jobs
c) Should provide dashboards, Instance tracking, error hospital
d) Should provide support for defining SLA’s & alerts

323
X) The Integration platform shall provide comprehensive Rules Engine, the core
functionality for defining, managing, and deploying complex rules used for one or
many processes across the department.
XI The Integration platform shall provide Data Transport, Mediation, Transformation and
Routing. The data transport and routing services shall be based on Enterprise Service
Bus (ESB) architecture.
XII The Integration platform shall provide capabilities for building interactive, real time
dashboards and pro-active alerts for monitoring business processes and services.
XIII The platform shall support Business Process Execution Language (BPEL) based
Service Oriented Architecture (SOA) for orchestrating the business processes.
XIV The Integration platform shall support both synchronous and asynchronous integration
flows.
XV The Integration platform shall be able to expose process flows as reusable web
services.
XVI The Integration platform shall support SOAP, WSDL, HTTP and UDDI and shall be able
to bind to SOAP (Web) services as well as JMS and JCA
XVII The integration platform shall have an inbuilt SOA Governance Framework for the
complete IT Environment.
4. Connectivity Services
I. Connectivity between the Hub/Bus and the application end-points is provided by the
numerous protocols supported by EAI. Following protocols shall be supported.

a. Messaging and Queuing via JMS

b. Hypertext Transfer Protocol (HTTP / HTTPS) – for applications that are

located in geographically dispersed locations across an Internet connection.

c. RMI / IIOP – for remote conversations between a connector controller at the

integration hub/Bus, and its corresponding connector agent at the application
endpoint.

d. FTP – for the bulk transfer of data files across locations; typically ideal for
batch interfaces.

e. SMTP – for email interfaces.

f. Other externally callable services shall be exposed as APIs in a variety of

languages via COM, CORBA, Web Services (SOAP) Event handling shall be
extensible to following standards (Java, .NET and XML).

5. Transaction Management

324
 I. The Process workflow shall be a controlled processing allowing rollback and isolation
checking of transactions, if required. If an error occurs during execution of the
Process workflow, EAI solution shall roll back the scenario.
II. The EAI tool shall provide high reliability and support for long-lived processes that
cross multiple applications by providing compensating transaction rollback and
recovery. These compensating transactions may span multiple applications.
III. The solution shall support distributed transaction management (coordinating
transactions across one or more resource managers either on a single machine or
multiple machines within the network, ensuring that all resources for a transaction
are either updated or rolled back).
IV. The solution shall support XA-compliant transaction control.
V. The solution shall support long-running transactions spanning hours, days or even
weeks with full ACID transactional control and 2-phase commit of all changes to
process state data.
6. Security
I. The solution shall support message-level encryption with SSL. Standard encryption
algorithm (including RC2, RC4, DES, 3DES and AES) shall be supported.
II. The solution shall provide highly granular run time authentication and authorization.
III. The solution shall support Web Services Security standard.
IV. The EAI solution shall allow user id and password information to be authenticated
from LDAP.
V. The EAI solution shall offer reliable transport over the Internet, SSL-based security,
and shall be firewall friendly.
VI. The tool shall provide facility to connect to various directory services through a JNDI
interface, which covers the majority of directory services, including LDAP, Microsoft’s
Active Directory etc.

7. Business Process Modelling

I. The Integration platform shall have good modelling capabilities. It shall be possible
to model business processes within and across the organization, including people,
partners and organizations.
II. The business processes shall have the facility to be customized to fit BSNL’s specific
requirements through the use of EAI product’s graphical modeling tools.
III. BPM platform should support industry leading application server as an infrastructure.
Application server should also be in leading analyst reports as leader.
IV. The workflows/processes shall allow multi-step approval routing and multiple levels
of management approval.
V. The workflows/processes shall have a rules engine that allows rules to be created to
define approval hierarchies.
VI. The solution shall have workflows/processes support for both internal processes and
business process coordination between applications via XML based message passing.
VII. The workflows/process solution shall hold transactions in pending status and not
commit them until all approvals are obtained.
VIII. The workflows/process solution shall be able to send notifications when manual
intervention is required in a process.
IX. The EAI solution shall provide a web based end user interface that can integrate with
the platform’s web based portal.
X. The EAI solution shall interface with email systems supporting SMTP for sending out
notifications and IMAP for receiving the notification responses.
XI. The workflows/processes shall have the capability to sign approvals in the proposed
solution using X.509 certificates for legal purposes.
XII. The workflows/process shall provide Java and SQL based APIs to initiate and control
workflow processes.
XIII. The workflows/process shall provide a drag and drop GUI based design tool to define
and alter business processes.

325
 XIV. The workflows/process shall have the capability to create workflow diagrams that
can be shared with business users to verify the workflow.The workflows/process
solution shall allow the modelling of sophisticated business processes using the
concept of drill downs where it shall be possible to define a high level process where
sub-processes are represented by drill down icons. The EAI shall have the capability
to define the process hierarchies top down or bottom up to support distributed
workflow process definition. The workflows/processes shall have management
console to monitor workflow processes and to control processes that have errors in
them. The workflows/process solution shall support multi-dimensional analysis of
historical data collected for various workflow process to identify bottlenecks and
improve the business process.
XV. System shall allow workflows to be re-routed and /or triggered based on external
events and data inputs for other systems. The workflows/processes shall have the
ability to create a hierarchy for workflow.
XVI. The workflows/processes shall have the ability to assign a task to an organization,
group, or individual.
XVII. The workflows/processes shall have the ability to systematically manage workflow
according to an established hierarchy, to define multiple / conditional roles.
XVIII. The workflows/processes shall have the ability to store and utilize individual
certification / qualification information (e.g., type, validity date).
XIX. The workflows/processes shall have the ability to create multiple views based on
roles within a hierarchy (e.g., management view, group view).
XX. The workflows/processes shall have the ability to search all workflow items based on
any search criteria.
XXI. The workflows/processes shall have the ability to load balance workflow activities.
XXII. The workflows/processes shall have the ability to create ad hoc workflow to support
a unique or one- time events.
XXIII. The workflows/processes shall have the ability to track performance against
standards and identify opportunities for process / workflow enhancements.
XXIV. The workflows/processes shall have the ability to support the automatic assignment
of work to a resource pool to support unexpected events (e.g., spikes, backlog).

8. Process Monitoring

I. The solution shall support the following monitoring capabilities:

a. Provide extensive, business oriented reporting capability with process

analysis reports. It shall provide GUI for definition of reports on current and
historical process data.
b. Support for real-time metric reporting capabilities, including data flow
through the solution including identifying “hot spots”.
c. Support for event-driven alerts/notifications.

326
 II. The solution shall provide a console rendering graphical views of process definitions
as well as current state of instantiated processes.
III. The management solution shall be able to integrate with other system management
tools (i.e., Tivoli, BMC, HP Openview, SNMP, log-based, etc.).
IV. The EAI solution must implement a standard instrumentation API which enables all
informational, warning and failure events for the solution elements to be captured
and logged in real-time.
V. The solution shall have monitoring component to monitor real user activity to ensure
web based applications perform to expectations, provide analysis and notifications
when not performing and provide intelligence about user behavior.
VI. The EAI solution shall be passive monitoring solution and shall not create any
footprint in the data center application server level or database level and shall not
require any application instrumentation.
VII. The monitoring data collection by the tool shall be 100% non intrusive.
VIII. The EAI monitoring solution shall not create any overhead in the datacenter which
impacts web application performance.
IX. The EAI solution shall have adequate capabilities to monitor any custom, or standard
web application running over http/https, web services, tcp/ip based traffic. It shall
have capabilities to work efficiently on encrypted traffic.
X. The solution shall have capabilities to do an end to end performance bottleneck
tracking and root cause analysis across end user experience, applications, and
application servers till databases.
XI. The EAI solution shall have adequate capabilities to mask user sensitive,
organization sensitive confidential information at the data collection level.
XII. The solution shall have the capability to provide secure interactive executive
dashboard and shall provide analytics into where end users are coming from
geographically and measure performance on any subsets of user groups using filters.
XIII. The EAI solution shall have capabilities to do complete session replay and session
export, end to end session reply, session tracking and session exports.
XIV. The EAI solution shall be configured through the standard instrumentation API to
generate events relating to:

a. Resource (CPU, RAM, etc.) utilization

b. Out of space (e.g. table free-space)
c.Normal process completion
d. Abnormal process completion

9. Performance and Scalability

327
 I. The EAI solution must scale both vertically and horizontally to support the
projected growth in volumes and, wherever possible, leverage application platform
scalability mechanisms in order to minimize solution specific scalability mechanisms
and shall be linearly scalable through dedication of resources by
function and also to support the future requirements of BSNL. The workflow system
of EAI shall support multiple simultaneous instances of executing business
processes.
II. The workflow system of EAI shall support multiple simultaneous instances of
executing business processes.
III. The EAI infrastructure shall support federation and clustering for Load balancing
and high availability configurations.
IV. The solution must have a capability to add incremental capacity to Application and
Database services.
V. The EAI solution must ensure graceful degradation under excessive load.
VI. The EAI solution must support the distributed architecture for Application and
Database Services.
VII. EAI solution must support High availability / Redundancy requirements.
VIII. The EAI solution shall support system application, data and web servers distributed
operation across multiple processing clusters.
IX. The business process engine shall support a distributed architecture for processes,
concurrent processing and multi-threading.
X. The EAI solution shall provide the capability to create and remove additional
instances of non-production/standby environments as required.
XI. The adapters shall support multi-threading and also be able to run in parallel mode
(multiple spawned processes to support single threaded application APIs)

XII. The reliable messaging transport shall be able to support high volumes of
messages.

XIII. Processes must be provided to enable the system to be rebooted and/or restored
and rebooted in a correct/appropriate sequence from an independent central
administration console.

10.Mobile Applications and Chatbot - The solution should provide capabilities to

build mobile applications as listed below:
I. Framework should support MVC architecture for mobile application

II. Customization of Mobile applications should be supported

III. Should be able to support multiple information sources in single mobile application

IV. Should support development of hybrid mobile applications

V. Should support visual and declarative development

VI. Should have online/offline support

VII. Should have an embedded database in mobile application

VIII. Embedded database should support encryption

328
 IX. Should have built-in security for authentication, authorization and encryption
support

X. One single code-base could deployed to both iOS and Android

XI. Should have out of the box capabilities to leverage device services like camera,
email, SMS, GPS etc

XII. Framework should have capabilities to write business logic in Java

XIII. Framework should support JavaScript

XIV. Development could be done in atleast two IDEs

XV. Should have native support for Push Notifications

XVI. Push Notifications should be tightly integrated with application lifecycle and business
logic

XVII. Framework should have out of the box reporting components like graphs, charts
guages etc.

XVIII. Drill-down reporting should be possible

XIX. Should have capabilities of building custom UI components

XX. Should be able to consume SOAP and REST web Services

XXI. Should be able to customize look and feel of the mobile app with CSS

XXII. Framework should be able to consume server side generated URL or HTML

XXIII. Framework should allow re-usability - package the UI, the integration, security, etc.
as a reusable module package that can be imported in other apps, significantly
reducing the complexity and time to market

XXIV. Should be able to integrate with Google Maps.

11.Below are chatbot requirement and capabilities desired:

I. Chatbot Platform Configuration

a. User should be able to configure channel type (such as webhook based,
Facebook) and set-up (security tokens, URLs and session expiry) through a
GUI interface
b. User should be able to reset sessions for that channel
c. The Chatbot platform should allow for chatbots to work in a variety of
channels
d. The Chatbot Platform should allow for seamless insertion of rich content in
the conversation channel where they are supported.
e. User should be able to configure and select the appropriate type of
NLP/NLU/Machine Learning algorithm for the chatbot through a GUI interface
f. User should be able to configure the integration or API layer that the chatbot
will connect to through a GUI interface including URLs and Authentication
credentials
g. The Chatbot Platform should allow for the AI to improve based on its
performance against new data provided by ongoing conversations and should
allow Admins to manage the same.

II. Natural Language Understanding and Intent Detection

329
 a. User can set-up end user intents and associate training data to those intents
b. There should be no limit to the number of intents associated to a Chatbot
c. User can enter example utterances to train and test the Chatbot intent
detection via Machine Learning or other Artificial Intelligence techniques
d. User can import and export of intents and utterances via a CSV file
e. The Chatbot platform should provide the level of confidence of the mapping of
an intent to an utterance
f. User can do batch testing of intents via a GUI interface
g. The Chatbot platform should detect entities in utterances
h. The Chatbot platform should support general entities out of the box such as
Duration, Dates, Times, Address, Currency, Number, Yes/No
i. The Chatbot platform should support synonyms of entities
j. The Chatbot platform should support various types of entities such as value
lists, regular expressions, combinations of entities, and entity rules
(preceeding, following)
k. The Chatbot platform should allow the user to map Entities to Intents

III. Dialogue Flow

a. The Chatbot platform should allow for programming of conversational
dialogue flows
b. The Chatbot platform should allow for the implementation of directed
conversation flows with guided navigation (menu or button driven)
c. The Chatbot platform should allow for the implementation of open
conversation flows with intent driven navigation (AI / NLU driven)
d. The Chatbot platform should allow for conversational components to be
invoked in the dialogue flow
e. "The Chatbot platform should offer options for low confidence intent detection
such as multiple responses or follow on questions to clarify what the user
wants"
f. The Chatbot platform should allow conversation state, setting variables and
managing context across the dialogue flow
g. The Chatbot platform should allow conversations to resume over a
configurable period of time without automatically expiring
h. The Chatbot platform should make accessible user data and converstation
state to external systems to enable seamless handoff and resumption of
conversation with the user (e.g., handoff to an external system or human
agent, and resume )conversation if needed.
i. The current state of a user conversation should be persistent to enable
seamless resumption of a conversation as needed (e.g., user isn't responsive
for a short or long period of time, but resumes conversation at a later time).
j. The Chatbot platform should allow for users to traverse transactional and
Q&A flows nonlinearly and seamlessly

IV. Integration and Customization

a. The Chatbot platform should provide an integration layer to allow the chatbot
to communicate with backend systems and other cloud systems
b. The Chatbot platform should support the execution of functions or custom
logic off the back of retrieving variables in the conversation
c. Each channel should be able to have customized responses and experiences

V. Set-up
a. The Chatbot platform should have a Dashboard that allows users to analyze
the degree of success of the conversations via Analytics on the APIs that are
called to complete a transaction flow.
12.API Management

330
 I. The platform should have capability to manage and monitor the API and its lifecycle
as listed below:
a) The platform should provide portal to manage API deployment lifecycle i.e.
deploy, activate, deprecate and remove APIs
b) The platform should have a portal to manage APIs and know which APIs are
available for use
c) The platform should provide single console to manage all the gateways and
the gateways should be capable enough to automatically update the policies
from the management console based on poll frequency.
d) The platform should allow to manage the applications using the APIs to
ensure proper usage
e) The platform should provide analytics to understand for instance: who is
using your API, how, and if they are encountering issues.
f) The platform allows to apply different policies like Top security (OAuth 2.0 or
Basic Auth), quality of service, and routing policies
g) The platform should provide capability to control access to your APIs with
API-level entitlements
h) The platform should provide the developer portal for the developer to
discover, register and consume APIs.
i) This developer portal should be customizable.

II. The Key functionalities envisaged for the API Management System are as follows:
a) LifecycleManagement
Coordinate end-to-end lifecycle setup of APIs across the infrastructure: definition,
creation, security, monitoring and management. The solution shall be capable of
error handling, version management and document sharing and control. Since APIs
will be used extensively for information exchange both internally and externally, it
is important that the SI sets up and manages a platform for API services and also
monitor the APIs on a regular basis in coordination with the Applicationvendors.

b) CatalogAPIs
The SI shall be responsible to selectively set up, externalize and catalog available. A
live repository to capture, share, control & change manages APIs & underlying
artefacts throughout the lifecycle shall also be maintained by SI. SI shall provide a
controlled mechanism for API versioning control for any change. The version &
release management process to cover this aspect to ensure any change is made or
rolled-out in a controlled & informed manner. SI shall also provide a mechanism to
retire/archive APIs developed by Applications in BSNL, in coordination with
application vendors. The solution should provide full support of managing retire and
archiving APIs as part of the life cycle and associated versioncontrol.

c) PolicyManagement
Shall bring in provisions for consumer contracts, provisioning and identity
management.

d) Mobile IntegrationSupport
Expose existing enterprise applications on mobile devices.

e) APIGovernance
SI shall be responsible provide a mechanism to define and enforce SLAs/quotas for
consuming entities of the APIs published by BSNL applications and the solution

331
 should be used for the same. The proposed solution should also provide real time
SLA monitoring capability. Solution should enable configuration of system SLAs. The
APIs load shall be continuously and pro-actively monitored for suitable & prompt
actions in case of excessive loads, failures or performance bottlenecks – both while
applications are exposing or consuming APIs. Solution should have capabilities of
traffic throttling, prioritization and routing.

f) Security
The proposed solution should provide appropriate & adequate security mechanisms
governing access to API framework- i.e. Authentication strength. The system should
inspect the headers for APIs genuineness before acceptance. It should apply all
security checks e.g. DDoS Attacks, XML Denial of Service (xDoS), Slow down or
disable an XML based System, Message Snooping, XML Document Size Attacks, XML
Document Width Attacks, XML Document Depth Attacks, Jumbo Payloads, Recursive
Elements, Public Key DoS, XML Flood, Resource Hijack etc. to ensure rightful and
secured access to API consumers. The solution shall have access and identity
management capabilities, threat detection and content filtering capabilities.

The proposed Solution should allow the audit tracking of the applications consuming
APIs. Audit log should have capability to track (not an exhaustive list)-User
ID/Credential, Transaction data,
IPaddressesofsourceanddestination,Date&timestamp,Sessionduration,SessionIDetc.

g) API Usage andMonitoring

Solution should provide with reporting data on the usage/transactions performed by
consuming entities on APIs, including the internal and external entities. The solution
should be capable of generating reports/Online view that shows API usage
information such as most/least accessed APIs, highest/lowest/average response
time, data volumes transferred, transfer rates, themaximum and minimum
response time over a period of time, rejected API requests. Custom queries can be
created to further refine the API usage information such as identifying API calls that
falls within a window of response time. The solution should also have provisions for
API Monitoring wherein usage of API by various users can be metered and tracked.
This is aimed at a stage when Applications may expose APIs for use by external
agencies and simultaneously monetize thesame.

h) The API management solution should be able to provide the REST APIs for
the following applications (but not limited to) which include

i. CRM applications
ii. Billing application
iii. Payment management system
iv. Order Management
v. Messaging system

i) The Technological requirements for the API Management solution are:

332
 i. The API management solution should be integrated with the existing EAI
platform.

ii. The API management solution should provide data for enabling the
monetization of the features exposed by CRM, Billing and Payment
management system, etc.

iii. The API management solution should enable on boarding of any third party
developers with required authentication and billing.

iv. These APIs should support multiple formats like JSON, XML.

v. The API management platform should support the customization of the API
payloads.

vi. The authentication and authorization of the APIs should happen against
multiple Identity management systems like CRM application.

vii. The CRM application should be enabled to use as the Identity management
system for the external users.

viii. The API management solution should be able to monetize the Identity
management features provided by the CRM applications.

j) The Technical requirements for the API Management solution are:

i. Fault tolerant, should be available in high availability mode
ii. Scalable, it should handle the increased customer API calls
iii. RAML/Swagger compliant
k) The API management solution should be able to

i. Provide the portal for the third party developers and communities
ii. Meter the API usage by external developers and the internal applications
l) The API management solution should provide below features:

i. Spike Arrest/Request throttling,

ii. Versioning
iii. Debugging and message tracing capabilities
iv. API security using API keys
v. Caching support, Developer quota
vi. Error and fault handling
vii. CORS support, OAuth support, Key based Authentication ,SSL/TLS support,
SAML support
viii. Orchestration
ix. Routing
x. Pre-flow, post-flow and conditional-flow support
333
 xi. Auto generation of swagger documentation
xii. Security - Data masking
xiii. Support for custom policies
xiv. Push notification support for mobile devices
xv. Connector support, custom connector development
xvi. JMS support

m) The API management solution should provide Analytics features like

i. Top Proxy traffic
ii. Proxy performance
iii. Target performance
iv. Cache performance
v. Latency Analysis
vi. Error Analysis
vii. Developer Analysis
viii. Traffic composition

334
 SECTION – 3 - PART B-12

Service Partner Billing, Settlement and Accounting System

(SPBAS)

1. General

This application can be part of Billing application also. The objective of Service Partner
Billing and Accounting System is to:
i. Manage the contract between service partners through its entire lifecycle
ii. Process service transactions based on the contractual terms and conditions and
derive partner’s share in the BSNL’s retail revenue
iii. Produce an invoice for the share of revenue
iv. Introduce adjustments into the settlement to awards bonuses, impose penalties, or
make amendments to revenue share
v. Produce customized reports as per the user requirement.
vi. Assist management in strategic decision making through integration with de facto
Analytical Systems
vii. Improve Partner relationship and experience through operational visibility and
electronic communication via Partner Self-service

2. Operational Requirements

i. The system shall be capable of performing Service Partner settlement and

accounting, for Content/ VAS and other 3rd-party services, as per industry standard
practices. The system shall support determination of revenue share for various types
of services imparted to the BSNL’s customers by the telecom as well as non-telecom
partners.
ii. The main functions of SPBAS shall be:
a. To calculate the settlement amounts between various service providers based on
Event Detail Records (EDRs) generated by various types of service gateways
(content gateway, media gateway, service delivery platforms, etc.).
b. To generate billing and invoicing based on the customers’ transactions processed
and the contractual revenue share defined thereof.
c. To Provide a Graphical User Interface for all user-defined reference data related
to Service Partner agreements, in order to define and manage the data through it
evolution
d. To validate, filter, rate and store all EDRs for a service partner during a user
defined billing period for further retrieval for viewing and printing
iii. The Billing system shall support centralized databases for the purpose of Service
Partner Billing for BSNL (if distributed, then administration and control shall be
centralized)
iv. The Revenue Share system shall be able to uniquely maintain and identify agreement
details for eg. Billing cycle, billing format, revenue share for EDR types, rating criteria
based on service category, etc. for each of the partners such as CPCs (Content
Publishing Companies), CDPPs (Content Delivery Platform Providers), CAGs (Content
Aggregators), VASPs (Value-added Service Providers). System shall also have the
flexibility to treat above as separate business units based on their nature of business.
v. Customer transactions related to various service partners shall be identified by partner
identity and/or service identity in the EDR

335
 vi. It shall be possible to rate EDRs with as well as without any ‘Customer Identification’ for
service partner billing.
vii. The system shall perform syntax and semantic checks. EDRs having errors shall be
stored and identified separately with relevant error indicators. The system shall allow, at
a later stage, to correct and reprocess the error records in order to avoid revenue
leakage and fraudulent activities.
viii. The input information for processing shall be provided by a suitable Mediation System in
the form of standard formatted Event Detailed Records (EDRs), which have been verified
and accepted by the Mediation System for some pre-determined checks and verifications
(like duplicate EDRs to be filtered out, ensuring that the EDR is for service partner billing
only, etc.) shall be forwarded by the Mediation System to the SPBAS for further
processing.
ix. The stored reference data for unlimited number of partner agreements must be
modifiable – preferably through a GUI,
x. The process of modification must be such that the changes can be done directly through
the online interface or offline in an MS Excel (for example) and ported on to a live
system with the least intervention.
xi. Security controls like authorization for permissible modifications to be made to the
reference data only through BSNL authorized personnel using passwords at different
levels must be provided. Additionally System shall facilitate creation of various User
Groups having access to defined ‘Security Objects’ to grant or prevent access to certain
application windows.
xii. An audit trail must be provided for recording all the relevant changes made in the
reference data. Audit trail shall include but shall not be limited to:
a. Date and Time Stamping
b. User Identity
c. Before and After Image of the Change
xiii. As the reference data can be voluminous, a batch tool/ utility to facilitate the updating
and changing of large amount reference data shall be available
xiv. The checks are to be performed to ensure that EDRs contain all required relevant data.
This is essential before any further processing of EDRs is undertaken. Only the validated
(approved and accepted) EDRs shall be forwarded for further processing. It shall be
possible to modify the validation rules as and when the business requirements/
contractual conditions are modified.
xv. Those EDRs, which are not accepted for onward processing, must be separated and
tagged as ‘Error EDRs for further action. System must provide an Error Summary Report
(both on-line and in printed format) which could be examined by error type (eg. Rate not
found, Invalid date etc.) and also by error value. Facility to Drill down to individual EDRs
in errors would be required.
xvi. The approved and accepted EDRs shall be subjected – using the reference data, with the
means of a ‘Pricing Engine’ within the software, to provide the output result in the form
of ‘Priced EDRs’ and the same shall be stored under the control of the system
xvii. The provision has to be made to edit and correct the ‘Error EDRs’ and it shall be possible
to re-input edited and corrected EDRs for full cycle of processing once again. The
systems shall also allow for bulk correction of error calls of same error type.
xviii. Provision has to be made for re-pricing of the EDRs, which have already been priced
under revised business conditions. This provision shall be available not only within the
retention period for the EDRs stored but also for the EDRs to be extracted from the
warehoused EDRs also.
xix. System shall provide for storage of priced EDRs for 90 days or more (based on business
need for reconciliation) to be known as ‘Retention Period’.
336
 xx. Provision for making and handling inquiries on Priced EDRs, reference data and any
other information within the SPBAS shall be available to the user/operator through an
online GUI interface. Additionally system shall have a facility to group/summarize the
priced EDR information based on ‘User Defined Field’ on the EDR.
xxi. The software shall produce customized summary reports. The reports may be based on
different business requirements including but not limited to pseudo invoices, Summary
by Partner, Service Category, Services/Products, Content Quality (genre, format bit rate,
popularity, etc.), Service Delivery SLA compliance, Slabs or Tiers, administrative unit
wise (SSA, Circle, etc.).
xxii. In addition to the summary reports, the SPBAS must be capable of providing information
for other optional downstream products and applications like:
a. Export of summary data and files as per requirements of Financial Management
System
b. Service Profitability Analysis System (Business Intelligence)
c. Reconciliation Systems
d. Non-Event Billing Systems
e. Retail Billing System
f. Fraud Management System

3. User Interface

i. The users of SPBAS shall be able to access the application from the dedicated
terminals as well as the web interface also. A separate web portal shall be developed
by the Bidder to enable the users of various levels to access the EDR Collection
status, Mediation status, downloading the Invoices, OG statements and many other
reports. It shall be able to implement the complete error escalation workflow
prescribed by BSNL.
ii. A separate user interface shall also be provided for the service partners to access
respective revenue share details as well as invoice statements.

4. Services

i. The SPBAS shall be able to accept and process different types of EDRs coming from
different services including but not limited to:
a. Mobile Telephony GSM & CDMA
b. GPRS
c. Data Sessions
d. Short Messaging Service (SMS)
e. Internet services (excluding VoIP)
f. Intelligent Network Services
g. Content Delivery Services
h. Value-added Services
i. Logistics Services (delivery of on-premise equipment, etc.)

5. Rating

i. SPBAS shall be able to provide different types of rating requirements based on normal
industry practices and depending on different business conditions and regulatory norms,
from time to time. The SPBAS shall be capable to accepting different ratings. It shall be
possible to use same rating engine for content transactions, video streaming, SMS-based

337
 VAS, delivery tracking service transactions, and other services
ii. A separate user interface shall also be provided for the service partners to access respective
revenue share details as well as invoice statements.
iii. It shall support rating with different rates for all the combinations of one or more of the
following attributes, which shall be configurable:
a. Media Gateway
b. Service Order/ Request Timestamp
c. Mode of Service Delivery
d. Customer Identification
e. Service units (Sessions, Downloads, Service Orders, etc.)
f. Start time of Day Breakdown “Peak, Standard, Economy, etc.’
g. Partner/ Service Provider
h. Service Category (Basic, Concessional, Premium)
i. Content
j. Volume
k. Bandwidth
l. QoS for Data Services
m. All the above combination of parameters to be rated with Units instead of values.
iv. All the above combination of parameters to be rated with Data Packets/ Sessions/ Orders
instead of with values.
v. System shall be able to do the pricing based on tiered/stepped rates and in conjunction
with breakdown of transaction elements.
vi. System shall support both direct and cascade billing as well as statement in different
currencies.
vii. System shall support EDR re-rating and adjustment allocation.
viii. System shall be capable of having a maximum or minimum value for revenue share
purpose
ix. System shall be capable of rating up to the 5th decimal place.
x. System shall be capable of re-rating the Priced calls at either of EDR or summary levels for
rate changes and there must an auditable trail and records of changes carried out by the
system.
xi. System shall be capable of rating based on gateway-based charging.
xii. It shall be possible to apply a special rate for a corporate customer
xiii. It shall be possible to Roll-back EDR files completely, removing all charges.
xiv. Depending on the service delivery mode, all the partners involved therein (content
publisher, content aggregator, platform provider, logistics provider, etc.) shall be provided
revenue share based on a single service transaction. The system shall provide mechanism
to develop and maintain revenue share schemes to share revenue between all the involved
partners.

6. Billing & Accounting

i. Apart from basic function of generating the billable amount, under the billing system:

338
 ii. The Solution shall be possible to select the periodicity/frequency of generating billing
summaries/ bills (monthly, weekly, by specific dates, etc.) with flexibility of having
different block periods for different partners, in different currencies, showing
different discounts.
iii. SPBAS shall be able to generate summaries by revenue amount slab for different
carrier.
iv. SPBAS shall have the capability to handle late arrival EDRs after a specific billing
period is closed so that the amount associated with those EDRs can be accounted for
(provision for suppl. Bill)
v. Invoices are required to be produced periodically (e.g. monthly) in a standard format
and will be produced per service and operator for individual units
vi. The invoice generated will include; the service types, no. of aggregated
transactions, quantity, amount and total amount for each combination of service,
service class, currency and tariff class rated during a specified period. Final format
will be decided by BSNL and the format will be subject to modifications from time to
time depending on the requirements.
vii. It shall be possible to produce preliminary statement before final statement for
verification of information.
viii. The system shall have the capability that, on production of final statement, General
Ledger and the Operator Ledger are updated.
ix. It shall be possible to enter statement number series in the initial set up.
x. It shall be possible to have one number series for outgoing statements, one number
series of incoming statements and one for adjustments.
xi. It shall have the facility to store information about the home operator and all
operators with whom settlement is performed.
xii. It shall be possible to keep traffic account balance in the local currency on each
partner account.
xiii. It shall be possible to display on screen the detailed statement information and also
for both outgoing and incoming statements.
xiv. The statement shall comprise of the currency used for each transaction, the amount
in that currency and the corresponding amount in the local currency.
xv. It shall be possible to adjust operator accounts using an on-line routine, on both at
detailed and aggregated level.
xvi. It shall only be possible to make adjustment against final statement. The
adjustments made shall appear on the next statement with a reference to the
number of the statement adjusted.
xvii. It shall be possible to keep a log of all adjustments.

7. General Ledger Interface

i. The general ledger interface shall provide support for coding the financial transactions
produced in the service delivery system, according to the general ledger requirements.
ii. It shall be possible to create routines of the following types in the statement production and
Partner ledger module:
a. Service Revenue Share statements
b. Adjustments Statements
c. It shall be possible to produce general ledger report on request.
iii. General Ledger report shall have API for providing the general ledger transactions.

339
8. Partner Reconciliation

i. It shall be possible to have multiple reconciliation agreements with each Partner.

ii. It shall be possible to flexibly configure the Aggregation level for reconciliation.
iii. It shall have the ability to build new rules for comparison based on the specification
(standards) being followed or the agreement with the service partners.
iv. It shall be possible to build rules for generating reports for discussing and resolving
identified discrepancies.
v. It shall be possible to introduce Adjustments based on the pattern of adjustments agreed
earlier.
vi. It shall be possible to update the General Ledger as per the latest situation of Reconciliation
so that amounts in various stages of reconciliation can be tracked.
vii. System shall:
a. Support configuration of complex settlement agreements
b. Keep track of all settlements made between operators
c. Keep track of payments made and match them with the invoices
d. Track outstanding against any particular partner and compute penalties for past
dues, if any.
e. Ability to reconcile service providers’ statements / bills against information in the
SPBAS
f. Ability to produce reports on variances based on reconciliation; Variance
tolerance limits to be configurable

9. Bonuses and Rewards

i. The SPBAS shall have arrangements for providing bonuses and rewards on billed traffic
based on various factors such as commitment of traffic – either total or during a specific
period of the day on a specific day, or total revenue or by product/service or by a
destination/location, or by direction. And the bonus arrangements with partners could be
based on business agreements for different periods of calendar time – e.g. the billing
cycle may be monthly, but BSNL may have an agreement with a carrier for usage over a
quarter or half year period.
ii. The SPBAS shall be capable of generating bonuses from the summary statements
generated for any of these conditions of criterion.
a. The system shall support the following bonus types :
b. Flat / bulk
c. Tapered
iii. Ability to support bonus plan matrix, based on volume & services.
iv. This bonus application will be performed at the closure of a billing period within the
application

10. Disputes and Refund Module:

340
 i. The application shall provide a separate module for handling disputes with partners
which may arise due to wrong configurations of master data, wrong processing of the
dynamic data (CDR, IPDR , SMS etc). The dispute raised by partner related to receipts
or claims shall create a docket/record in the system associating all the related data with
the docket. The dispute module shall have a workflow to manage the verification of
details related to dispute. Upon settlement of dispute all credit/debit entries related to
invoice amount , taxation etc shall be taken care of effecting the financial records of
BSNL and passing the refunds if required , to the partner.

11. Accounts and Payments

i. There shall be a Provision to pass adjustments like debit or credit notes.

ii. A detailed audit trail shall be maintained in respect of changes/ modifications made
to either the system or any parameters having financial implications.

12. Reports

i. Periodic or Hot Reports for all transactions for each gateway for any particular
period(s) after evaluating each transaction.
ii. Periodic or Hot Reports on accounts settlement with service partners (Gross debits,
credits, and the net amount receivable/payable) for any particular period.
iii. Details of cancellations of amounts due from other service partners at any time, with
age analysis – partner wise.
iv. Details of adjustments in respect of any partner during any period.
v. Provision for charging Interest (Simple or Compound), or flat Late Payment
Surcharge from other service partners for delay in payment of net dues, and periodic
or instant accounting reports thereon.
vi. Provision for application of Service Tax/Sales Tax/any other levy, as required by law,
at any point of time, on the amounts, payable to service providers; and accounting
reports thereon.
vii. Reports on volume of traffic for a particular period.
viii. Service Partner wise and SSA /Circle/Country-wise exception reports on the number
of EDRs received for valuation, number of EDRs valued (and total value) number of
error EDRs with details for a particular period.
ix. Reports on the reconciliation of EDRs both incoming and outgoing generated at each
gateway with the electronic details furnished to partners for any particular periods.
x. All reports on billing & accounting aspects must be made available by the SPBAS
individually Gateway, SSA, Circle and all-India levels, to facilitate proper Internal
Check, meet the demands of External Auditors and to simultaneously act as a
deterrent to Revenue Frauds and Leakages.

13. Taxation

i. Ability to support different tax packages and tax values coexist in the bill
ii. Ability to support tax exemption based on a ‘Tax Exempt’ flag
iii. Ability to generate all tax details for both A/R processing and also for the bill presentation
purposes
iv. Ability to provide taxes with respect to all charge types.
v. Reference data administration
a. Tax types
b. Tax amounts

341
14. System Operation

The SPBAS shall be able to provide for the user/operator to:

i. Monitor routine operations under processing.
ii. Maintain routine housekeeping requirements and records on periodic basis as spelled
out by the management.
iii. Control the operations under processing in the System.
iv. Able to query the processing under the system.
v. Make the necessary changes as required in the processing based on business
demands – with an audit trail of the changes incorporated.
vi. Provide for adequate security controls to enable only authorized personnel to make
the process changes only.
vii. Check the number of EDRs processed vis-à-vis number of EDRs received from the
mediation system and to ensure that each EDR is priced and billed correctly.

15. General System Features

15.1 The Service Partner System shall have following attributes:

i. Proven, Robust and Scalable.-specify in sp. Conditions
ii. Shall have been benchmarked for more than 200 million EDRs/day operations.
iii. Performance Guarantee
iv. Minimal Customization
v. Ongoing Product development and Focus – Product roadmap
15.2 The Service Partner system shall have menu driven Archive and Restore facility.
15.3 The Service Partner system shall have comprehensive Error management capability
including following:
i. Descriptive Error codes
ii. Analysis of error records
iii. Presentation of detailed error reports
iv. Editing capability
v. Audit trail of changes and corrections
vi. Mass change/correction capability
vii. Bulk Authorization
The Service Partner system shall have a facility to set aside the transactions for which no
tariff has been finalized. Once the rates are negotiated and captured into the system, the
user shall be able to submit these un-priced EDRs for rating.

16. Online Help

The Service Partner system shall provide extensive online Help.

17. Interfaces

342
 i. System shall be able to receive EDR files from more than one Media Gateway.
ii. Reference data shall be able to be received automatically from more than one
system
iii. Output interfaces shall be available to financial systems (General ledger, Accounts
receivable, Accounts payable).
iv. System shall support output files in either ASCII, or HTML formats in the form of flat
files for financial system.
v. An output interface shall be available/ configurable to a management information
system (data warehouse).

343
 SECTION – 3 - PART B-13
Inter operator billing and Account system (IOBAS)

General: The objective of Inter-operator Billing and Accounting System is to:

i. Manage the contract between operators through its entire lifecycle
ii. Process inter-operator calls based on the contractual terms and conditions
iii. Produce an invoice for the calls delivered by/ from another operator.
iv. An integrated accounting module for capturing invoices, payments and various other
accounting requirements and reports.
v. Validate/ check the invoices/CDRs received from other operators for the calls
handled by the system.
vi. Produce a summarized statement (a net settlement between the two operators).
vii. Introduce adjustments into the settlement as an outcome of dunning/reconciliation
process
viii. Produce customized reports as per the user requirement.
ix. Assist management in strategic decision making through integration with de facto
Analytical Systems
x. Improve Partner relationship and experience through operational visibility and
electronic communication via Partner Self-service.
xi. Invoicing of Infra charges like Cable Landing Station (CLS) Charges, Port charges
and other fixed onetime / periodical charges.
xii. Invoicing of Foreign Carriers and settlement of their invoices.
xiii. Handling of Foreign Carriers on Prepaid basis.

1. Operational Requirements

i. The system shall be capable of performing Inter-Operator settlement and accounting,

both in case of domestic and international calls for wire-line, wireless and VoIP
operations as per industry standard practices like ITU recommended settlement
practices, Bilaterally agreed settlement practices, Regulator recommended settlement
practices, etc. The system shall also support settlement and accounting for national
ported numbers and shall accommodate various pricing components involved with the
porting resolution and redirection.
ii. The main functions of IOBAS shall be:
a. To calculate the settlement amounts between various network operators/service
providers based on CDRs at a Point of Interconnect (POI). The POI is identified by a
‘trunk group identity’/IP Address in a CDR. The point of Interconnection can be a Local
Switch or NLD Switch or MSC of GSM Network or an ILD Switch. In case of VoIP
services, the point of interconnection can be a media gateway/ soft switch as well.
System should be capable of handling the SIP connectivity POIs (routes connected on
SIP). In all such cases, the IP address is available in the CDRs in place of TGP number.
Therefore IOBAS system should be able to configure IP address in place of TGP.
b. To calculate and generate Infra charges for port charges and other Fixed onetime /
periodical charges.
c. To generate billing and invoicing based on the calls processed and the rate defined
thereof
iii. To Provide a Graphical User Interface for all user-defined reference data related to
Interconnect agreements, in order to define and manage the data through it evolution
iv. To validate, filter, rate and store all CDRs/ IPDRs for an operator during a user defined
billing period for further retrieval for viewing and printing.
344
 v. The Billing system shall support centralized databases for the purpose of Inter-Operator
Billing for BSNL (if distributed, then administration and control shall be centralized)
vi. The system shall be able to uniquely maintain and identify agreement details for ex.
Billing cycle, billing format, rates for CDR types, etc. for each of the operators such as
FSPs (Fixed Service Providers-Basic & WLL-fixed and Mobile), CMTO (Cellular Mobile
Telephone Operators), NLDOs (National Long Distance Operators), ILDOs (International
Long Distance Operators), ISPs etc. System shall also have flexibility to treat above as
separate business units based on their nature of business.
vii. Calls to various operators shall be identified by ‘trunk group’/ IP address identity and/or
‘called number’ in the CDR/ IPDR.
viii. It shall be possible to rate CDRs with as well as without any ‘Calling number
information’ for inter-operator billing.
ix. The system shall perform syntax and semantic checks. CDRs having errors shall be
stored and identified separately with relevant error indicators. The system shall allow,
at a later stage, to correct and reprocess the error records in order to avoid revenue
leakage and fraudulent activities.
x. It shall be possible to map ‘Carrier Selection Code’ contained either in ‘Called Party
Number’ or in any other field in CDR, to various long distance operators.
xi. ‘Carrier Selection Code’ will consist of two-digit Carrier Access Code (CAC) (e.g. ‘10’)
followed by two/three digit Carrier Identification Code (CIC). Trunk prefix for national
call is ‘0’ and international calls is ‘00’.
xii. The input information for processing shall be provided by a suitable Mediation System
in the form of standard formatted Call Detailed Records (CDRs)/ Internet-protocol
Detailed Records (IPDRs), which have been verified and accepted by the Mediation
System for some pre-determined checks and verifications (like duplicate CDRs/ IPDRs
to be filtered out, ensuring that the CDR/ IPDR is for inter-connect billing only, etc.)
shall be forwarded by the Mediation System to the IOBAS for further processing.
xiii. Reference/Master Data related to Interconnect agreement/s shall be stored in the
IOBAS containing information about Network Operator, Carrier, Switches, Trunks/
Routes/ IP address, Point of Interconnect, interconnect agreement conditions including
chargeable rate for various call types, services, products, rating rules, day types, Peak,
off-peak, etc. It is essential that:
xiv. The stored reference data for unlimited number of interconnect agreements for both
national and international traffic must be modifiable – preferably through a GUI,
xv. The process of modification must be such that the changes can be done directly
through the online interface or offline in an MS Excel (for example) and ported on to a
live system with the least intervention.
xvi. Security controls like authorization for permissible modifications to be made to the
reference data only through BSNL authorized personnel using passwords at different
levels must be provided. Additionally System shall facilitate creation of various User
Groups having access to defined ‘Security Objects’ to grant or prevent access to certain
application windows. Password construction rules must be enabled in the application.
Locking of user on invalid attempts with a limitation of 3-5 attempts.
xvii. An audit trail must be provided for recording all the relevant changes made in the
reference data. Audit trail shall include but shall not be limited to:
a. Date and Time Stamping
b. User Identity
c. Before and After Image of the Change
xviii. As the reference data can be voluminous, a batch tool/ utility to facilitate the updating
and changing of large amount reference data shall be available.

345
 xix. The checks are to be performed to ensure that CDRs/ IPDRs contain all required
relevant data. This is essential before any further processing of CDRs/ IPDRs is
undertaken. Only the validated (approved and accepted) CDRs/ IPDRs shall be
forwarded for further processing. It shall be possible to modify the validation rules as
and when the business requirements/ contractual conditions are modified.
xx. Those CDRs/ IPDRs, which are not accepted for onward processing, must be separated
and tagged as ‘Error CDRs/ IPDRs’ for further action. System must provide an Error
Summary Report (both on-line and in printed format) which could be examined by error
type (e.g. Rate not found, invalid date etc.) and also by error value. Facility to Drill
down to individual CDR/ IPDRs in errors would be required.
xxi. The approved and accepted CDRs/ IPDRs shall be subjected – using the reference data,
with the means of a ‘Pricing Engine’ within the software, to provide the output result in
the form of ‘Priced CDRs’ and the same shall be stored under the control of the system.
xxii. The provision has to be made to edit and correct the ‘Error CDRs/ IPDRs’ and it shall be
possible to re-input edited and corrected CDRs/ IPDRs for full cycle of processing once
again. The systems shall also allow for bulk correction of error calls of same error type.
xxiii. Provision has to be made for re-pricing of the CDRs/IPDRs, which have already been
priced under revised business conditions. This provision shall be available not only
within the retention period for the CDRs/ IPDRs stored but also for the CDRs/ IPDRs to
be extracted from the warehoused CDRs/ IPDRs without affecting the current billing
cycle
xxiv. System shall provide for storage of priced CDRs/ IPDRs for 90 days or more (based on
business need for reconciliation) to be known as ‘Retention Period’.
xxv. Provision for making and handling inquiries on Priced CDRs, reference data and any
other information within the IOBAS shall be available to the user/operator through an
online GUI interface. Additionally system shall have a facility to group/summarize the
priced CDR information based on ‘User Defined Field’ on the CDR.
xxvi. It is essential that the IOBAS shall have the capability to drill down the Priced CDRs
from daily summary level to individual CDR level.
xxvii. The software shall produce customized summary reports. The reports may be based on
different business requirements including but not limited to pseudo invoices, Summary
by Carrier, Route, Services/Products, Slabs or Tiers, .administrative unit wise (SSA,
Circle, etc.)
xxviii. In addition to the summary reports, the IOBAS must be capable of providing
information for other optional downstream products and applications like:
a. Export of summary data and files as per requirements of Financial Management
System
b. Least Cost Routing Analysis System
c. Reconciliation Systems
d. Non-Event Billing Systems
e. Retail Billing System
f. Fraud Management System

2. User Interface

i. The users of IOBAS shall be able to access the application from the dedicated
terminals as well as the web interface also. A separate web portal shall be developed
by the Bidder to enable the users of various levels to access the CDR Collection
status, Mediation status, downloading the Invoices, OG statements, accounting
reports and many other reports. It shall be able to implement the complete error
escalation, POI/TGP/IP address details workflow prescribed by BSNL.

346
 ii. Information should be sent via SMS/Email along with Invoice Link.

3. Services

The IOBAS shall be able to accept and process different types of CDRs/ IPDRs coming from
different services including but not limited to:
i. Basic Telephony (PSTN)
ii. Mobile Telephony GSM & CDMA
iii. WLL Fixed
iv. National Long Distance and Roaming
v. International Long Distance and Roaming
vi. GPRS
vii. Data calls
viii. Short Messaging Service (SMS)
ix. Free phone and premium rate services
x. Prepaid cards
xi. Calling cards
xii. Internet services (including VoIP)
xiii. Features such as call forwarding and multiple party conference calls (3 or n way
calling)
xiv. Radio Paging
xv. Indirect Access
xvi. Virtual Private Networks (VPN)
xvii. Callback
xviii. Zero Duration Calls
xix. Intelligent Network Services
xx. Standard or Reverse Charging (CPP)
xxi. Transit Calls
xxii. Hubbing and refiling of rates
xxiii. International Resale

4. National Mobile Number (MNP) portability

i. The IOBAS shall support National Mobile Number (MNP) portability. The service
charging shall be impacted by whether or not a number was originally acquired by
BSL or was ported from another operator.

5. Rating

347
 i. IOBAS shall be able to provide different types of rating requirements based on normal
industry practices and depending on different business conditions and regulatory norms,
from time to time. The IOBAS shall be capable to accepting different ratings. It shall be
possible to use same rating engine for voice CDRs, data IPDRs and SMS and other
services
ii. It shall support rating with different rates for all the combinations of one or more of the
following attributes, which shall be configurable:
a. POI
b. Duration of call
c. Destination Number
d. Origination Number
e. Unique Trunk /IP Address Used
f. Call units
g. Start time of Day Breakdown “Peak, Standard, Economy, etc.’
h. Conversation based duration
i. Network based duration
j. Carrier
k. Direction
l. Call type (Local, , STD, ISD)
m. Content
n. Volume
o. Bandwidth
p. QoS for Data Services
q. Porting Service Provider
iii. All the above combination of parameters to be rated with Units instead of values.
iv. All the above combination of parameters to be rated with Metered Pulses/ Data Packets
instead of with values.
v. All the above combination of parameters to be rated by Network based duration/ volume
instead of conversation based duration/ session-based volume and vice-versa.
vi. All the above combination of parameters to be rated by network based duration/ volume,
conversation based duration/ session based volume.
vii. System must be able to take care of “Summer time savings” in clock changes.
viii. System shall be able to rate a call by Seconds, tenths of a second, Hundredths of a
second, Minutes, Units of data, Units of time, Zero Duration (by country, by PTT (Public
Telephone and Telegraph), by Date range, by product/services and by direction).
ix. System shall be able to take cognizance of and rate calls with a “Set Up charge/
monthly/ annual rental, etc.”
x. System shall be able to do the pricing based on tiered/stepped rates and in conjunction
with breakdown of daytime elements.
xi. System shall support both direct and cascade billing as well as statement in different
currencies.
xii. System shall support CDR re-rating and adjustment allocation.
xiii. System shall have Average billing module with configurable parameters

348
xiv. In case of Foreign Carrier Billing, the CDRs shall be rated only after the timestamps are
adjusted to GMT timing.
xv. System should be capable of handling the SIP connectivity POIs (routes connected on
SIP). In all such cases, the IP address is available in the CDRs in place of TGP number
especially in ZTE TAXs, therefore IOBAS billing system should be able to configure IP
address in place of TGP.
xvi. System shall be able to handle BSNL’s requirement of rating a call, which covers two or
more stepped/tiered rate time zones, for voice or data calls. Standard System
functionality shall support inter-alia following Rating Criteria:
a. A Call, which covers two or more rate time bands (e.g. Peak and Off-peak)
b. Stepped Rating within a Charge type
c. Call Attempt Charge
d. Flat Rate
e. Minimum Charge
f. Zero Duration
g. Minimum Time
h. Maximum Charge
i. Positive/Negative Rates
j. Time Zones/(like IST,GMT etc)/Charge Bands
k. Units
l. Pulse rating
m. Multiple Currencies with European Union Euro Support
n. Precision (Accurate to Hundredths of a second) Rating
o. Surcharge
p. Rating based on rounding of rules
q. Ratio based
r. Average billing

6. Call Count (Call start and apportioned)

i. System shall be capable of having a maximum or minimum value for rating purposes
in either network based, or duration of conversation based or unit based calls.
ii. System shall be capable of rating up to the 5th decimal place.
iii. System shall be capable of handling “long duration” calls and still rate it for
surcharges, and call attempt fees.
iv. For transit calls, the System shall be capable of rating each of the incoming and
outgoing legs separately.
v. System shall be capable of re-rating the Priced calls at either of CDR or summary
levels for rate changes and there must an auditable trail and records of changes
carried out by the system.
vi. System shall be capable of supporting 2-way payment rating based on BSNL/Other
Carrier’s needs to split a call beyond monetary value slab/s.
vii. System shall be capable of supporting and creating the revenue share of the rated
calls for a third party like ISP provider.
viii. System shall be capable of rating based on Element based charging.

349
 ix. It shall be possible to apply a special rate for a corporate customer that uses both its
network and an interconnect partner’s.
x. It shall be possible to Roll-back CDR files completely, removing all charges.
xi. Number portability, shall be supported by the system for interconnect settlements.
xii. It shall have the ability to apply different rating schemes for different carriers.
xiii. The system shall be able to distinguish between incoming, outgoing, incoming
transit, outgoing transit, incoming and outgoing ported calls.

7. Billing & Accounting

i. Apart from basic function of generating the billable amount, under the billing system.
ii. It shall be possible to select the periodicity/frequency of generating billing
summaries/ bills (monthly, weekly, by specific dates, etc.) with flexibility of having
different block periods for different carriers, in different currencies, showing different
discounts.
iii. IOBAS shall be able to generate summaries by revenue amount slab for different
carrier.
iv. IOBAS shall have the capability to handle late arrival CDRs after a specific billing
period is closed so that the amount associated with those CDRs can be accounted
for. (provision for suppl. Bill)
v. Invoices are required to be produced periodically (e.g. monthly) in a standard format
and will be produced per service and operator for individual units (SSA, POIs, circles,
organization as a whole, etc.)
vi. In the case of Foreign Carrier Billing, a single invoice shall be raised on the foreign
carriers for entire BSNL (organization as a whole) and shall be raised in any currency
incl. US dollars and SDR.
vii. The invoice generated will include; the call types, no. of aggregated calls, quantity,
amount and total amount for each combination of service, service class, currency
and tariff class rated during a specified period. Final format will be decided by BSNL
and the format will be subject to modifications from time to time depending on the
requirements.
viii. It shall be possible to produce preliminary statement before final statement for
verification of information.
ix. The system shall have the capability that, on production of final statement, General
Ledger and the Operator Ledger are updated.
x. It shall be possible to enter statement number series in the initial set up.
xi. It shall be possible to have one number series for outgoing statements, one number
series of incoming statements and one for adjustments.
xii. It shall have the facility to store information about the home operator and all
operators with whom settlement is performed.
xiii. It shall be possible to keep traffic account balance in the local currency on each
operator account.
xiv. It shall be possible to display on screen the detailed statement information and also
for both outgoing and incoming statements.
xv. The statement shall comprise of the currency used for each transaction, the amount
in that currency and the corresponding amount in the local currency.
xvi. It shall be possible to adjust operator accounts using an on-line routine, on both at
detailed and aggregated level.

350
 xvii. It shall only be possible to make adjustment against final statement. It shall be
possible that the adjustments made appear on the next statement with a reference
to the number of the statement adjusted.
xviii. It shall be possible to keep a log of all adjustments.
xix. Auto calculation of late fee.
xx. Versioning of Invoices.

8. General Ledger Interface

i. The general ledger interface shall provide support for coding the financial transactions
produced in the system, according to the general ledger requirements.
ii. It shall be possible to create routines of the following types in the statement production and
Operator ledger module:
a. Incoming statements
b. Outgoing Statements
c. Statement adjusted.
iii. It shall be possible to code the above-mentioned transactions based on
a. Route in
b. Route out
c. Operator
iv. It shall be possible to produce general ledger report on request.
v. General Ledger report shall have API for providing the general ledger transactions.

9. Partner Reconciliation

i. It shall be possible to have multiple reconciliation agreements with each Operator.

ii. It shall be possible to flexibly configure the Aggregation level for reconciliation.
iii. It shall have the ability to build new rules for comparison based on the specification
(standards) being followed or the agreement with the interconnect operator.
iv. It shall be possible to build rules for generating reports for discussing and resolving
identified discrepancies.
v. It shall be possible to introduce Adjustments based on the pattern of adjustments
agreed earlier.
vi. It shall be possible to update the General Ledger as per the latest situation of
Reconciliation so that amounts in various stages of reconciliation can be tracked.
vii. System shall Support configuration of complex settlement agreements.
viii. Keep track of all settlements made between operators
ix. Keep track of payments made and match them with the invoices
x. Track outstanding against any particular operator and compute penalties for past
dues, if any.
xi. Support netting off between operators.
xii. Ability to reconcile service providers statements / bills against information in the
IOBAS.
xiii. Ability to produce reports on variances based on reconciliation; Variance tolerance
limits to be configurable.

351
 xiv. Automatic reconciliation of CDRs both incoming and outgoing generated at each POI
with the electronic details furnished by OLO for any particular periods.

10.Discounting

The IOBAS shall have arrangements for providing discounts on billed amounts based on
various factors such as commitment of traffic time – either total or during a specific period
of the day on a specific day, or total revenue or by product/service or by a
destination/location or by direction. And the discount arrangements with other carriers
could be based on business agreements for different periods of calendar time – e.g. the
billing cycle may be monthly, but BSNL may have an agreement with a carrier for usage
over a quarter or half year period.
The IOBAS shall be capable of generating discounts from the summary statements
generated for any of these conditions of criterion.
IOBAS shall be able to calculate discount according to the following parameters:
i. Service
ii. Call type
iii. Originating number,
iv. Country
v. Group of countries
vi. Direction
vii. Minutes
viii. Time of day (Peak, Standard, Cheap)
ix. Day of week / month or date range
x. Month of year
xi. Special dates
xii. Two in one (like two minutes in the price of one)
xiii. Customer characteristic (e.g., ID, segment group, type)
xiv. Call duration
xv. Call longer than…
xvi. Event (e.g., registration)
xvii. Product
xviii. Units value (Data, Duration)
xix. Volume (Tier, step, Threshold)
xx. Money
xxi. Minutes
xxii. Calls
xxiii. Credit Units
xxiv. Period
The system shall support the following discount types :
i. Flat / bulk
ii. Bulk discounts at CDR level
iii. Tapered
iv. Gross / Net
352
 v. Discounts sequence / order
vi. Ratio based
Ability to support discount plan matrix, based on volume & services.
Discount is given in terms of
i. Minutes
ii. Volume
iii. Calls
iv. Money (different currencies)
v. Bonus points
vi. Percentage
vii. Combination of the above.
This discounting will be performed at the closure of a billing period within the application.
The application shall support discounting at various levels starting with Account up to CDR
level.

11.Accounts and Payments

i. There shall be a Provision to cancel any transaction, both incoming and outgoing.
ii. There shall be a Provision to pass adjustments like debit or credit notes.
iii. There shall be a Provision to raise disputes on invoices sent to OLOs. Disputes may
be allowed to be settled by passing adjustments.
iv. A detailed audit trail shall be maintained in respect of changes/ modifications made
to either the system or any parameters having financial implications.

12.Disputes and Refund Module:

i. The application shall provide a separate module for handling disputes with partners
which may arise due to wrong configurations of master data, wrong processing of
the dynamic data (CDR, IPDR, SMS etc). The dispute raised by partner related to
receipts or claims shall create a docket/record in the system associating all the
related data with the docket. The dispute module shall have a workflow to manage
the verification of details related to dispute. Upon settlement of dispute all
credit/debit entries related to invoice amount, taxation etc shall be taken care for
effecting the financial records of BSNL and passing the refunds if required, to the
partner.

13.Reports

System shall be able to generate the following reports through GUI.

353
a) POI wise periodic/hot Reports on outgoing calls, payables to other service providers
for any particular period after evaluating each call as per SLA depending on duration
and distance for which the calls are carried through Other Networks - Access Code
wise.
b) Periodic or Hot Reports on accounts settlement with other service providers (Gross
debits, credits, and the net amount receivable/payable) for any particular period-
Access Code wise .Details of adjustments in respect of any operator during any
period.
c) Provision for charging Interest (Simple or Compound), or flat late Payment
Surcharge from other service providers for delay in payment of net dues, and
periodic or instant accounting reports thereon – Access Code wise.
d) Provision for application of GST or any other levy as required by law at any point of
time on the amounts receivable from other service providers or payable to other
service providers and accounting reports thereon-Access Code wise.
e) Reports on volume of traffic both incoming and outgoing POI wise and Access Code
wise for any given period.
f) Reports on volume of traffic for incoming calls Station/SSA/Circle wise for a
particular period for calls not terminating within the local exchange area in which POI
is situated- Access Code wise.
g) Reports on volume of traffic for outgoing calls Station wise for a particular period for
calls not terminating within the local exchange area in which POI is situated-Access
Code Wise.
h) Analysis reports of both incoming and outgoing calls (On-net/Off-net, number,
duration) over a specified period for Service wise (BSO,CMTS,NLDO,ILDO),call
scenarios wise (viz. Basic to Mobile, Mobile to Basic, Mobile to Mobile, etc.),
Operator-wise, TGP /IP Address wise, POI wise, number of error CDRs wise etc.

354
i) Periodic or Hot Reports on final CDRs generated at each POI for all incoming calls to
BSNL’s network from Other Networks- Access Code wise for specified periods, and
their consolidations.
j) Periodic or Hot Reports on Final CDRs generated at each POI for all outgoing calls
from BSNL’s network to Other Networks-Access Code wise for specified periods and
their consolidations.
k) Automatic reconciliation of CDRs both incoming and outgoing generated at each
POI with the electronic details furnished by OLO for any particular periods and
generation of associated reports
l) For incoming calls not terminating within the local exchange area in which POI is
situated (i.e. Inter-Circle or Intra-Circle), report on the proportionate value of the
calls, to be apportioned amongst the SSAs/Circles through which the calls pass
within the BSNL network, for a particular period.
m) All reports on billing & accounting aspects must be made available by the IOBAS
individually at POI, SSA, State, Circle and all-India levels, to facilitate proper
Internal Check, meet the demands of External Auditors and to simultaneously act as
a deterrent to Revenue Frauds and Leakages.
n) The following types of reports shall also be generated by the system:
i. Outgoing Traffic by Route
ii. Outgoing Traffic by Destination
iii. Incoming Traffic by Route
iv. Incoming Traffic by Destination
v. Report on all Agreement and Relevant rates
vi. Carrier Declaration Statements
vii. Detailed Internal Statements
viii. Incoming traffic on origination
ix. Outgoing traffic on origination
x. End to end report i.e. Mediation with Rating (hot reports, SLRs, miscellaneous
IOBAS reports as prescribed by BSNL)
xi. Reconciliation report on the input data (TGPs/mediated files) from mediation
and IOBAS.
xii. Carriage charge report (Operator/Service/Circle/State
wise)(Monthly/Quarterly)
xiii. NLDO and BSO Monthly report
xiv. TRAI ILDO Report (Pan India)
xv. Any other Reports as per requirements of BSNL/TRAI /Regulations from time
to time
o) Enterprise Reporting and Business Intelligence
i. Reporting Dashboard
ii. Cross Functional Module Reports
iii. Automated report delivery and publishing
iv. User defined Ad-Hoc reports
v. Generation of analytical reports for decision support as per compliance matrix
vi. Graphical interface for creation of adhoc reports, slice/dice of the presented
data etc.

355
 vii. Export / Import options to/from other MS tools.

14.Taxation

i. Ability to support different tax packages and tax values coexist in the bill.
ii. Ability to support tax exemption based on a ‘Tax Exempt’ flag.
iii. Ability to generate all tax details for both A/R processing and also for the bill
presentation purposes.
iv. Ability to provide taxes with respect to all charge types.
v. Reference data administration.
vi. Tax types.
vii. Tax amounts.

15.System Operation

The IOBAS shall be able to provide for the user/operator to:

i. Monitor routine operations under processing.
ii. Maintain routine housekeeping requirements and records on periodic basis as spelled
out by the management.
iii. Control the operations under processing in the System.
iv. Able to query the processing under the system.
v. Make the necessary changes as required in the processing based on business
demands – with an audit trail of the changes incorporated.
vi. Provide for adequate security controls to enable only authorized personnel to make
the process changes.
vii. Check the number of CDRs processed vis-à-vis number of CDRs received from the
mediation system and to ensure that each CDR is priced and billed correctly.

16.General System Features

The System shall have following attributes:

i. Proven, Robust and Scalable to meet future demands
ii. Shall have been benchmarked for more than 200 million CDRs/day operations.
iii. Performance Guarantee
iv. Minimal Customization
v. Ongoing Product development and Focus – Product roadmap
vi. The system shall have menu driven Archive and Restore facility.
vii. The system shall have comprehensive Error management capability including following:
a. Descriptive Error codes
b. Analysis of error records
c. Presentation of detailed error reports
d. Editing capability
e. Audit trail of changes and corrections
f. Mass change/correction capability
g. Bulk Authorization

356
viii. The system shall have a facility to set aside the traffic for which no tariff has been finalized.
Once the rates are negotiated and captured into the system, the user shall be able to
submit these un-priced CDRs for rating.
ix. The system shall provide extensive online Help.
x. The system shall comply to IT security policy of BSNL

17.Interfaces

i. System shall be able to receive CDR files from more than one network element.
ii. Reference data shall be able to be received automatically from more than one
system
iii. Output interfaces shall be available to financial systems (General ledger, Accounts
receivable, Accounts payable).
iv. System shall support output files in ASCII, HTML, XML formats and etc in the form of
flat files for financial system.
v. An output interface shall be available/ configurable to a management information
system (data warehouse).

18.Technical Specifications of Least Cost Routing (LCR) Solution

i. Presently BSNL has Least Cost Routing (LCR) Solution of M/s. Intec (currently
M/s.CSG) deployed as part of Gateway switches purchased from M/s. Ericsson.
The solution works for AXE gateways only and currently out of support as AMC has
expired recently. Since BSNL is replacing AXE gateways with Huawei NGN IMS
Gateways, the new LCR solution need to be upgraded to cover Huawei NGN IMS
systems also.

ii. The New LCR Solution should be of latest application version available in the
market and should be having the following features

iii. HIGH LEVEL BSNL TECHNICAL REQUIREMENTS

a) Rate Sheet Parsing/Loading
b) Quality (ASR) Monitoring
c) Reporting + Customized Reporting Capabilities
d) MML for Ericsson , Huawei NGN & CDOT NGN
e) Credit Limit Blocking
f) Premium Destination Routing
g) Margin Analysis
h) Oracle DB and HW/SW Support

iv. REQUIREMENTS SPECIFIED IN DETAIL

a) Application should manage all the commercial routing processes including credit
management and automated network provisioning for Huawei MSoftx3000 and
Ericsson AXE-10 international switches on analyzing the traffic handed over to
various Foreign carriers.
b) Application should manage the Supplier rate sheets including validation and
impact analysis on dial codes changes and rate changes.
c) Application should manage the base prices, multiple cost forecasts and calculate

357
 the proposed base Prices based on current and future costs.
d) Sale rates based on different products, based on the floor prices with margins
analysis functions
e) Should be capable of providing rates ranking, calculated rates, quality and
routing information.
f) Application should be capable of providing commercial routing decisions and
execution including generation of optimized routing suggestions by configurable
routing algorithms including cost, margin, quality, capacity, routing rules,
product properties and also traffic forecast.
g) Should provide comprehensive bilateral and Volume Commit contract
management.
h) Zero Defensive variation
i) System should take care of differential rates given by the carriers while
calculating LCR.
j) Application should be capable of deriving optimum routing based on Quality
parameters like Answer to Seizure ratio, release cause of the call, Post dialing
delay etc.
k) Application should be able to define benchmark values of the quality parameters
for determining the least cost/optimum routing of the calls.
l) System should be capable of monitoring/analyzing the set parameters at every 3
hours interval and compare with the benchmark values for selection of alternate
routes if required.
m) Should have the mechanism for identifying false metering, FAX, CLI and Data call
complaints and are to be implemented as a part of ASR based routing.
n) ASR by-pass mechanism must be present in LCR system for instances like cable
cut etc.
o) ASR calculations should be done by taking into account the subscriber behaviour
like called party busy, no reply, etc., basing on the flags available in the CDRs.
p) It should Support Destination provisioning.
q) Destination dial code should be provisioned with Country code stripped for some
carriers.
r) Subscriber tariff comparison while generating MML is required. Comparison of
subscriber tariff rate sheet with optimized rate per destination.
s) Automatic routing (MML commands) to be implemented at the switches including
route order management.
t) Requirement of MML command for any number of services defined in the system.
u) Should handle all rates, destinations and agreement reference data for
international voice services including Refile, Hubbing, Simple Bilateral, Complex
Volume Commitment and Bilateral Swap for Carriers.
v) Should be capable of determining the Route based on the cost, pricing
and trading requirements for different type of international voice products.
w) Should be capable of Routing based on committed Incoming traffic
volume.
x) Should have provision for direct integration to IOBAS/FCR billing.
y) Should have provision for integration to the provisioning system to fire the MML
commands to the network elements.
z) Should support Auto Traffic control / blocking on pre paid carriers depending on
credit limit.
aa) Should have provision for credit management.
bb) Should provide standard reports for traffic analysis (cost, margin, profit, revenue)
cc) Should provide destination-wise, Carrier-wise – rate list and LCR mapped rate
comparison report.
dd) Should provide reports on TGP-wise IC & OG hourly report with Mean holding
time, % of congestion, erlang, average number blocking, ASR, CSR.
ee) Should provide report on OG/IC TRAFFIC REPORT – Gateway-wise, Carrier-wise
and Country-wise.
ff) Should provide report on Country code-wise, carrier-wise traffic report.
gg) Should provide GUI Support for all activities for the user.

358
hh) When doing Least Cost Routing calculations it shall be possible to consider
expected volume discounts as well as internal cost.
ii) It shall be possible to readily extract such data from the existing system in the
form of a text file, spread sheet, etc..
jj) It shall be possible to calculate routing based on time-of-day considerations.
kk) The application shall allow the operator to follow up and focus on specific problem
areas by providing alarms that can be set on specific parameters.

359
 SECTION – 3 - PART B-14
REVENUE ASSURANCE

General
The RA system shall integrate with the Telecom Switches to collect services/facilities
configured for the customers along with the usage details of the customer.
Specifications
1.Rating Engines
1.1 Revenue Assurance shall verify correct ratings of call detail records (CDRs), IP
detail records (IPDRs),Event detail records (EDRs) of Internet of Things (in
future) by comparing billed CDRs/IPDRs/EDRs Vis a vis with the RA rating
engines.
1.2 RA shall facilitate to configure new tariff plans in RA rating engines before
deployment in billing production environment on test CDRs/IPDRs/EDRs (i.e.
output of mediation system) generated from test numbers. It will help in
smooth deployment of tariff plan in production system later on.
1.3 RA shall facilitate to generate proforma invoices of 1% customers in any plan
to be tested at the most at a time. Proforma invoice should be replica of
production invoice which means it should take care of all types
ofdiscountsgiven under various schemes, tariff plan as well as MOUs signed
with a group of customers.
2. Mediation
2.1 It shall have the capability to use the data which is collected over interfaces
from different telecom switches & NIBs in the network to ensure that all the
files containing usage details from telecom switches (including TAX & POI)&
NIBs are reached to Mediation system.
2.2 Contents of usage files are compared with that of the Switch for the count of
usage records by fetching logs from next GEN switches, NIBs as well as from
NT switches (if available)
2.3 There shall be a mechanism to verify the count of CDRs fed to the Mediation
server, vis a vis number of CDRsprocessed and forwarded to the Billing System
and number of CDRs discarded by the Mediation system.
2.4 It shall also check for the following in mediation system:
a. CDR parsing failures
b. Complex new calls scenarios getting rejected in mediation.
c. File wise recon. on count of ISD calls within a mediated file vis a vis file
received from switch with the help of logs from switch (if available).
d. File wise reconciliation on total duration of calls withina file received from the
switch vis a vis mediated file.
e. File wise reconciliation on total volume of IPDRs within a file received from
NIB vis a vis mediated file.
3. Switches

360
 3.1 The RA system shall collect services/facilities related data configured for the
customers in the switch and compare the same with the data in the billing,
CRM and other application.
3.2 Recon. On Subscriber number present in the switch vis a vis CRM &Billing.
3.3 Recon. On chargeable facility subscribed by the customer with that of the
billing, CRM, provisioning/dunning system.
4. Billing System/Accounting/PMS
4.1 It shall ensure that all unbilled (errored) CDRs of a billing period are definitely
rated and billed during the same billing period or during the next billing period
after necessary correction.
4.2 Revenue Assurance system shall interface with Billing & Accounting modules to
extract the following information & act upon it as per BSNL policies:
a. Recon. of payments made by customers in various forms (Cash, Cheque, DD,
ECS, card, net-banking, Mobile wallet, franchisee, post offices etc. including any
unforeseen online /offline mode of payments)between PMS system and billing
/CRM system including date &time of payment.
b. Recon. ofcheque& clearance from bank.
c. Non-payment of customer accounts after due date or extended due date, etc.
d. Recon. On demand note issued from CRM with the billing system. Analysis for
unpaid demand note with aging.
5. CRM/Provisioning/Dunning
5.1 Recon. On tariff plan configured between CRM and billing system.
5.2 Monitoring of credit limit exceeding of an individual subscriber & related pending
dunning orderseven offline orders also E.g. Leased circuit, DSPT,IN,
5.3 It shall interact with various modules of CC&BS like Billing, Mediation (Pre-rating
etc.), provisioning etc. for counter checking of inbuilt revenue assurance features of
these modules like pending provisioning orders.
5.4 Recon. Of active broadband customers (LDAP of NIB) vis a vis CRM /Billing system.
6. Reports
6.1 It shall be able to compare with respect to normal pattern the overall revenue
generated in various slabs, and individual customers generated revenue,
variations in the revenue generated and any changes in the revenue pattern
or any unusual dip. It shall be possible to display all these observations
graphically and communicate the results to concerned departments for taking
necessary actions like churn prevention etc. It shall also have reporting and
aggregates to support business metrics like MoUs, revenue run rate, errored
but rated events, revenue leakage for business user management by using
dynamic graphs with drill down capabilities.
6.2 RA shall have its reporting and investigative functionality accessible via a
Web Browser.
6.3 Reports on count of billing account for monthly, bimonthly and quarterly, half
yearly and yearly billing accounts with that of the previous cycle.

7. Misc

361
7.1 Revenue Assurance system shall have an interface with the fraud management
system.
7.2 Perform root cause analysis through drill down investigation
7.3 It shall have data management facilities relating to summarization, purging and
reorganization in order to maintain the efficiency and performance levels of the
system.
7.4 It shall be able to prioritize the data analysis trends over time and ensure filtering
criteria for high risks.
7.5 It shall have extensive, flexible and configurable process scheduler so that any type
of process can be scheduled. It shall support date range processes.
7.6 It shall allow the authorized system administrator to monitor scheduled processes
with respect to their status, expected completion time, current status in terms of
records processed etc.
7.7 It shall provide for statistical data like mean, standard deviation, percentile values
etc in the reports.
7.8 It shall enable the user to compile, analyze and predict customer, product and
business trends in a graphical and tabular format.
It shall support efficient event reprocessing either at individual level or multiple event files.

362
 SECTION – 3 - PART B-15
Fraud Management System

1. General
This document specifies the Generic Requirements of Fraud Management System
(FMS) for use in the networks of BSNL.
The FMS shall effectively detect, analyze and control various possible frauds
presently identified in fixed networks and other services (Land Line, Broadband,
Leased line, FTTH etc.) in the scope of this tender. It shall also be able to detectand
prevent frauds likely to arise in future on account of introduction of new services.
The Bidder shall ensure the efficiency of the FMS in terms of minimum detection
efficiency as mentioned in performance criteria.
The Bidder shall supply all the hardware and software as per the requirements of
this document.

2. Technical (External) Frauds

Module Description of Fraud cases

PABX TGP connected with PABX has not been

configured in IOBAS.

Reconciliation of ISD calls Originating ISD calls from retail switches

needs to be reconciled with that of BSNL
gateway TAX.

IOBAS Tempering of “A party number” especially in

ISD calls terminating into BSNL network
pushed by the other operator after receiving
ISD calls at their POIs.

IOBAS Incoming International calls handed over to

the other operators pushed by ILD TAX
Bombay & Delhi & Ernakulum in POI trunk
groups

IOBAS Outbound International calls handed over to

the other ILDOs by ILD TAX Bombay &
Hyderabad.

IOBAS Other operator mobile calls transited through

BSNL network and terminating to other
operator mobile.

Call Centres CDRs for calls routed towards BSNL call center
(Bangalore & Dehradun) from landline
switches as well as from POIs are to be
processed to get the approx. volume of call
duration for LL and BB services.

Leased circuit (P2P cases) P2P cases:

363
 Rebate information obtained from Biling
Module to be reconciled with the duration of
the technical fault dockets raised by the
customers

Leased Circuit (Both MPLS & ILL circuits) Speed reconciliation between clarity(Order
management system) and NIB (provisioning
system of leased circuits) Bangalore

Leased Circuit Recon. Of LC between billing and NIB.

Recon. Of static IPs Recon. Of free static IPs bundled with BB

tariff plan: recon. Between billing and Clarity

ASEEM Plan Recon. Of annual rental for incoming Calls to

LL diverted to BSNL mobile

Unauthorized exchange Incoming international data calls converted to

TDM calls and inserted to BSNL Network

IN Calls Repeated IN calls generated from other

operator network terminating to BSNL call
centers

TR Reconciliation (Payment received at If TR recon is not happening in 24 hours than

counters with PMS) the same should be escalated to the next
higher authority (CAO).

Credit adjustment in an invoice

3. Technical (Internal) Frauds

Prepaid BB and LL service.
i. Fraudulent recharging and manipulation of available credit limit.
ii. Change of applicable tariff plan
iii. HRN (Hidden Recharge Number: Used for recharging the talk time in Pre-paid
scenario) data manipulation & leakage by simultaneous top-ups.
iv. Conversion of postpaid CDR into prepaidCDR etc.
v. Deliberate incorrect application of payments, credits etc. in the system by either
the compromised employees or third parties gaining unauthorized access to
concerned systems (Both prepaid & postpaid).
4. Functional Requirements

i. As part of its detection function, Fraud Management System shall build usage
profiles and track current usage both at the service and customer level, and at
the individual number level (for services with multiple numbers).
ii. Fraud Management System shall be able to detect anomalies in the data feeds
from different sources (like Billing, CRM) and automatically generate alarms.
Fraud Management System then shall analyze these alarms and identify likely
fraudulent behavior.

364
 iii. The system used shall be generic in nature, futuristic, modular in design,
scalable, open architecture and accessible to future changes.
iv. The FMS shall use a hybrid of detection techniques for fraud detection and
analysis.
v. The FMS shall be capable of detecting fraud in wireline and other services as
per scope of this tender.
vi. The FMS shall be completely configurable in order to adapt to the challenging and
continuously changing scenario of telecom frauds. Capability for detection of new
frauds and the insertion of new detection rules shall not require a software
upgrade or the use of external routines but building up the capability shall be
possible by using a web-based GUI. The following changes/addition shall be
possible in the FMS:
vii. Parameter changes concerning business policies and rules.
viii. Addition and configuration of new switches in the network or switch upgradation.
ix. Acceptance of new data feeds/configuration change of existing data feeds for
fraud detection, analysis and alarm generation etc without the requirement of
customization in the software
x. It shall be possible to use compound detection rules. The system shall be capable
of combining usage patterns & data from different data feeds to set threshold
limits and shall generate alarms automatically when these thresholds are
crossed. Different data feeds like customer personal information, Billing
information, customers credit information, customers rate plan etc shall be
looked into on standalone basis or in combination of all or few of data feeds.
xi. FMS shall be provided with a utility for view and analysis of all stored CDR
xii. FMS shall support the facility of adapting any rule to fit any parameter provided
in the CDR, by way of filter on that CDR field or any other way.
xiii. System shall have utility, which logs all actions in FMS for audit trail.
xiv. FMS shall be able to interpret and filter all network protocols used in the
network.
xv. FMS shall be able to analyze complete as well as incomplete CDRs.
xvi. FMS shall run on an industry standard Server on an industry standard operating
system.
xvii. It shall be possible to attach time tag to any command to be executed.
xviii. It shall be possible to execute commands from a remote location after fulfilling
security requirements. Access to the system shall be controlled through
multilevel password as per the policy of BSNL.
xix. The software shall support retention of tickets generated by the application for a
period of six months for further analysis.
xx. The FMS software shall have necessary security and system administration
facilities for creating/deleting users with proper password management
xxi. It shall be proven, robust and scalable to adjust to any hardware
addition/deletion with software configuration or any other means
5. Fraud Detection Techniques
i. Overlapping Calls Check: Detection of calls which overlapped based on
beginning and final ending messages for each entity. Complete calls which
overlap can be an indication of cloning or stolen calling/prepaid card access.
ii. Screening Lists:
a. The screening list shall be editable in following ways :
365
 b. New user/system generated lists shall be added and become functional along
with existing lists.
c. Modification of existing lists shall be possible.
d. Suspension and activation of a set of lists shall be possible.
e. Logging of actions involved with modification, addition/Deletion of lists etc.
6. Profile Comparison
The system shall l build customer profiles based on, but not limited to, the following
parameter list:
i. Customer account level
ii. Service/ level
iii. Identifying hot addresses and hot countries
iv. Dealers/agents codes etc.
7. Detection and Analysis
i. FMS shall include a Behavioral module for creating/updating user profiles. It shall
continuously change the subscriber profiles automatically to reflect the gradual
changes in behavior that characterize normal calling of an individual subscriber.
Such user profiles shall be made for each subscriber in the zone. Any deviation from
normal calling pattern shall give rise to alarms or alerts for further processing by the
FMS.
ii. Behavioral module shall have an adapt-to-feedback facility. Alerts for events that,
upon investigation, are found to be fraudulent are fed back into the FMS. This shall
allow it to learn & change subscriber profiles from the outcome of investigations
conducted by the fraud team.
iii. FMS shall indicate the fraud probability/score with every alarm generated and
provide details of subscriber generating alarm such as payment records, credit limits
etc. along with the alarms for suitable analysis by a fraud analyst. It shall also list
the detail of the similar alarm events.
iv. FMS shall have the facility to categorize subscribers and filter alarms based on
various categories /conditions and route it to different fraud analyst based on skill
set etc.
v. Application information for any new telephone/mobile connection shall be screened
by FMS for risk profile of the customer and credit worthiness with the help of neural
technologies, fuzzy logic, Artificial Intelligence, any other technology etc. Also FMS
shall be capable of screening all the new applications for subscription by matching
each application(all fields) against a known fraudulent database, to prevent
fraudsters joining the network or coming back to the network by changing the name,
rearranging the first name and second name, expanding the initials, changing the
house number, lane number etc.
vi. FMS shall have the capability to detect and handle IP based frauds. IP based frauds
shall be detected through IPDRs( IP Data Records) captured from network elements
which include the Signal Gateway (SGW), Media Gateway (MGW), Call Feature
Service (CFS), Authentication Authorization and Accounting Server (AAA) and Edge
Switched Services Router (ESSR ) etc.
vii. FMS shall capture important events related to individual subscribers called Event
Data Records (EDRs) rather than only CDRs for effective fraud detection. An EDR is
defined as a data record containing a set of fields containing the information
associated with an event at a specific place and time. Other non-CDR, types of EDR
include: Change of address/payment method, Recharge of pre-paid phone,
Authentication failures, etc. In addition, FMS shall be able to analyze EDRs in the
context of additional customer data (e.g. billing and payments, services permitted to

366
 subscriber, general customer information such as put-into-service date/account
type/credit class, etc.).
viii. Screening lists shall include:
a. Periodically Calling Nos.: A subscriber shifting between his two or more
residences or offices.
b. Subscribers under shifting, safe custody etc
ix. The criteria for fraud detection threshold settings shall be user programmable &
based on analysis of CDRs for a certain period and shall be settable for group(s) of
subscribers.
8. Fraud Control & Counter Measures
i. Based on final analysis, the FMS shall be able to sound alert messages to the
system administrator and all concerned for taking necessary action. FMS shall
be able to instruct the concerned Network element manager to investigate
further.

9. Performance:
i. FMS availability shall be 99.9%.
ii. Actual Fraud detection rate shall not be less than 50% of actual frauds alarms
(tickets) generated.
iii. FMS GUI response time for previous records queries shall not exceed 10
seconds. Any other general query shall not take more than 5 seconds time.
iv. FMS shall be able to take input from any number of data feeds to meet the
current & future requirements.
v. Fraud detection capability shall be near real time. Interface Requirements
It shall meet all requirements as mentioned below.
As the new systems are added, the following shall be addressed:
i. Minimizing the number of system interfaces,
ii. Provide standardized application interfaces,
iii. Efficient reuse of existing application functionality and data, and optimize its
process of handling connectivity
The system shall provide flexible and configurable interfaces with the following
systems/functions to provide further detailed fraud detection and prevention:
i. Customer Relationship Management System
ii. Payments and Credit (Including Bank Interfaces)
iii. Mediation System
iv. Inventory management System
v. Legal / Law Enforcement Agencies
vi. Network Surveillance Signaling and Verification Systems
vii. Alarms / Element management sub systems
viii. Revenue Assurance System etc.
10. Integration Requirements
i. The Fraud Management system shall have the ability to integrate with other
applications through File exchange, Database sharing, API’s (Application Program
Interfaces) etc. for accessibility from external applications, Technology enablers-
enabling technologies such as CORBA, XML, J2EE, JMS, JDBC etc.
367
 ii. FMS shall also integrate with Enterprise Application Integration (EAI) Platform. Off-
the-shelf integration (EAI/ Middleware) adapters shall be available.
iii. The tasks and activities required to implement the integration shall require close to
zero custom development, ensuring system congruency, performance and reliability.
iv. The FMS shall also retrieve the following information from billing system, based on
which the fraud detection shall be done :
v. Bill payment records including late payments
vi. Non-payment or payment due
vii. Subscriber demographic information such as name, address, reference, date of birth,
passport number, PAN number, etc.
11. Reporting Requirements
i. The system shall be able to provide flexible and customizable reports. It shall be
possible to create new custom reports using a web-based GUI. The system shall be
able to provide at least the following type of reports:
ii. Provide and report on hourly, daily, weekly, monthly, quarterly and yearly key
performance metrics regarding overall fraud by category, fraud analyst performance,
team performance, and corporate performance
iii. Provide the ability for team leaders and fraud manager to analyze (real-time and
historic) fraud analyst performance.
iv. Provide High Usage Report; This report enables the user to print//e-mail high usage
(voice/data calls) exceeding the threshold limit.
v. All reporting parameters shall be stored in a log file.
vi. It shall have a friendly GUI interface, capable of an agile navigation with functions of
filter, sort, find, save, new, copy, paste, cut, spelling, undo, help, drag and drop,
help online, icon buttons, colour codes, tabs, warning messages.
vii. It shall be able to report all known types of fraud and shall be capable of generating
reports for the zone. The FMS system shall allow the system administrator to direct
the FMS system reports to the associated BSNL Management personnel.
viii. FMS shall support periodic and ad-hoc reporting.
ix. FMS shall provide a powerful graphic analyzer tool, which include data analysis,
trends and statistics tools, such as: frequency graphs, time series, traffic against
profiles graphs (like radar), world map with all the traffic drawn with lines from one
origin point to “n” destination points, top-ten destinations.
x. FMS shall be able to generate reports for various processes. It shall also allow to
export the reports into MS Excel/Word format for further analysis.

368
 SECTION – 3 - PART B-16
Enterprise Management System

1. Introduction

i. BSNL IT – Infrastructure is constantly changing & evolving with following

challenges …

a) Multi-vendor & Multi-protocol

• multiple equipment vendors
• multiple software vendors
• multiple protocols and technologies
• multiple data sources and operations support systems/applications
• multiple Networks/Data Centers/Applications ( vendors

b) Operational Challenges
• managed by key staff (inefficient use of resources
• not operationally intuitive
• different look & feel
• no correlation of events across different parts of the Networks/Data
Centers/Applications, applications and infrastructure
• slow response times when problems are detected
• passing the bugs between different vendors
• Multiple databases storing events and inventory data –poor reporting capability
• Not capable of automatically correlating Networks/Data Centers/Applications events
with services & customers affected for Service Level.

2. To mitigate above challenges BSNL is requesting for EMS solution with

following features.

i. Enterprise Management System (EMS) is required to manage Servers, Desktops,

Database and Enterprise Event Correlation in each zone. EMS shall be deployed to
manage Hardware, Software, network and other components.

ii. The data center would have the EMS server with central management console. In order
to build redundancy in the EMS architecture, there shall be multiple gateway servers in
the data center to manage the servers, and desktops at point of presence locations and
exchange level locations.

iii. Enterprise Management Solution shall enable to manage all IT resources with a single
solution that encompasses the heterogeneous networks, operating system, applications,
and database and storage systems. EMS Shall provide reports on availability and
performance data for critical infrastructure.

369
iv. The EMS application will be used for monitoring of all infrastructure including operating
system, databases and applications in the data center

v. EMS shall have modules to provide the following:

a. Server management
b. Event Management
c. Desktop management
d. Database Management
e. Network Management
f. Storage Management
g. Infra Management
h. Security Management
vi. The EMS Solution shall be modular and have the capability to get integrated with other
EMS Modules provided by the vendor
vii. The modules/products shall be from a single product family/suite so as to ensure the
integration and high level of data exchange between various layers.
viii. The products provided under Infrastructure Management – EMS, Security and Storage
shall integrate for providing holistic management of Infrastructure components
supporting business
ix. It shall be able to provide centralized management of the resources as well as
centralized management through single consoles with centralized escalation, reporting
and control if required. Consoles shall be able to handle event management as well.
x. The EMS shall have Web Interface to Manage and Monitor the Infrastructure.
xi. All the URL for EMS management shall be customized to access for a common page for
management (i.e. a Management Portal, which allows integration of all EMS applications
into a single portal. This Portal in turn provides service status and restricted views.)
3. General Features of Enterprise Management System

i. EMS shall deliver comprehensive and integrated management capabilities, which

include Performance and availability of servers, database, applications, web servers,
web applications, network, desktop and storage management and security. EMS
shall also include backup management of the relevant components.
ii. EMS shall correlate events across the enterprise spectrum of infrastructure
components that support events from Network Hardware, Multi-platform Servers,
database and software – making it ideal solution for managing service levels.
iii. EMS architecture shall be object oriented, open, distributed, scalable, Multi-platform
supported and open to 3rd party integration.
iv. EMS shall offer functions such as inventory, software distribution, network discovery
and monitoring, server management, mail and database management etc.
v. EMS shall have a very lightweight agent component preferably less than 1MB on the
system and shall be common Agent for core EMS modules like Software Delivery,
Asset Management, Health Monitoring, and Remote control etc. and thus conserving
resources of the managed system.
vi. EMS shall be capable of bandwidth throttling for the optimum use of network
bandwidth for managing infrastructure.
vii. EMS shall, for its purpose, have a single management console for managing the
infrastructure and must use TCP/IP for Server, Application, desktop, Managements.
viii. EMS shall support popular databases like Oracle, DB2, and MS SQL etc. The system
shall be able to share the same database and the data between the different
functional modules of the system.
ix. EMS product shall provide management of all system using intelligent single agent
technology with secured and reliable communication between managed and

370
 managing systems irrespective of OS like Unix, Linux, Windows NT / 2000 Server,
Solaris, IBM AIX, HPUX etc.
x. EMS shall support multiple levels of administrative delegation. The framework shall
be able to define multiple levels of administrative domains and regions so that each
administrator is assigned certain resources for which they are responsible for
managing the application from the business perspective.
xi. Communication between the managed server and the target-managed system
across the network shall be secured, reliable and encrypted protocol such as TCP/IP.
It shall have a multiple tier and scalable architecture and allow a single lightweight
agent. The agents technology shall used widely accepted standard such as TCP/IP,
SNMP and UDP.
xii. EMS shall be capable of quickly identifying the impact of infrastructure failures,
identify the root cause of the problem, and manage IT infrastructure.
xiii. EMS system shall be able to generate Web based real-time reporting and historical
reporting of elements in the infrastructure including graphical representation.
xiv. Each of the Option within EMS shall integrate with consolidated Web View enabling
complete management of infrastructure elements under EMS.

4. Event Management

i. Event Management module helps in capturing of all events that are being generated
across the complete IT Infrastructure. It correlates them and automates suitable
action as defined.
ii. It shall process and correlate events from various systems, application and network
components and automatically initiate corrective action.
iii. It shall provide an event console for the entire distributed environment for event
monitoring.
iv. It provides event correlation ability across any resources in any management
domain to determine the root cause of problem.
v. It shall have an easy-to use graphical builder to help build and adapt rules and
automation.
vi. It shall be able to act on events using either automatic or operation –initiated
response.
vii. It shall be capable of integrating events to automatically create trouble tickets in
helpdesk system for better and in time problem resolution.

5. Server Management

i. This module is primarily used to ensure that the performance of heterogeneous

operating system server are being monitored on a 24X7 basis and in case of any
problem, suitable preventive and corrective actions can be taken out.
ii. It shall ensure the availability of the system resources and service independent of
the machine location, collect performance data for capacity planning and alert
generation of potential problems.
iii. It shall be able to take automatic corrective actions.
iv. The monitors provided with the module shall include but not limited to: Processor
utilization, Disk monitors / File System monitors, kernel parameters usage etc.
v. It shall provide efficient, centralized management of distributed, host and Web-
based systems. It shall enable to proactively and automatically detect, correct and
avert problems before they affect application and system availability.
vi. The system shall be able to provide online and historical graphs and reports of
system health. It shall have Web-based health console display, robust and flexible
graphing capabilities for multiple metrics simultaneously, to provide comparison and
trend analysis.
vii. Application Management: The EMS system shall be able to manage and monitor
application e.g. Databases like Oracle, DB2 and Mails like Lotus Notes etc.
viii. Application Management: The EMS Shall Monitor Application using TCP/IP and not
through SNMP. (SNMP V3 protocol shall be used for monitoring)
371
6. Desktop management

i. The software delivery and distribution shall be effective, reliable, scalable and
secured for software delivery and distribution. The tool shall have the capability for
distribution of packages based on inter-dependencies i.e. install in a particular order.
It shall leverage information stored for intelligent software distribution – example
identify systems satisfying certain prerequisites and ensuring delivery of the right
system. It shall tightly integrate with the asset management software.
ii. It shall support silent background installation.
iii. Management console shall support across physical and virtual platforms.
iv. It shall support policy control with the flexibility to customize policies depending on
users and their location
v. It shall deploy software to any number of desktop systems (new and existing) from a
central point / base location. However, architecture shall provide middle level
gateway to avoid multiple copies to be sent across WAN links.
vi. Software Delivery shall provide increased flexibility to define and initiate update by
push and pulls interfaces and shall support Multicast distribution.
vii. Software delivery shall provide automated patch management and Anti-virus
Signature delivery capability to all the desktops and servers across locations. There
are approximately 40000 personal computers in the network which are to be
updated on regular basis through this system.
viii. The Asset management shall combine advanced hardware and software scanning
technology with efficient and open database design, and provide comprehensive
information needed to manage IT asset.
ix. Asset management shall be able to discover the hardware and the software
configurations.
x. Remote control shall allow monitoring and control of PCs and Servers anywhere on
the network from one central location for Linux, Windows 2000/2003 and XP target
platforms supporting TCP/IP, HTTP and ISDN connections.
xi. Remote control shall have policy-based Remote Control authorization and set
centrally defined, managed and stored policies to manage IT resources.
xii. Remote control administrator shall have following roles: CONTROL: Take control of
the remote machine; execute commands and applications (Active State).MONITOR:
View the display of the remote workstation and monitor activities (Monitor State).
PROB: Execute Diagnostic command, such as scripts or batch files, on the remote
workstation. REBOOT: Reboot the workstations. CHAT: Start a chat session with the
target. DIAGNOSIS: Execute diagnostic pack on the target. FILE TRANSFER: Send
and/or Receive Files/Directories to and from the target.
xiii. The EMS shall provide WEB based interface for the Desktop management

7. Database Management

i. The database monitoring shall provide capabilities to monitor multiple types of

database software, including IBM DB2, IBM Informix, Oracle and Microsoft SQL
Server. It shall provide a consistent management and use TCP/IP for management
and reporting and not by using SNMP Protocol.
ii. Its architecture shall provide administrative console well integrated as part of main
EMS console.
iii. It shall provide Proactive Analysis Components which includes database monitoring
components for monitoring multiple metrics that monitor and report system health
based on predefined settings. This Predefined Settings shall be customizable.
iv. Database management module shall have out-of the box preconfigured monitoring
components that shall provide quick time to value.
v. It shall provide reports on key metrics even with 24 hours’ worth of data. These
reports include: Percent Buffer Pool Hit Ratio, Number of Applications Currently
Connected, Percent Connections Used, Percent Used in Primary Log and Deadlocks
Delta Informix—Health Check, Thread Activity, Disk Utilization and Logical Log
Oracle—Buffer Cache Hit Ratio, Table space Usage, Deadlocks, RDBMS Availability
and Dispatcher Contention
372
 vi. It shall provide usage and free space percentages of key database file systems like
archive log and admin etc to avoid non-availability of database.

8. Performance Management:

i. Performance management shall enable to create and initiate performance

measurements in the network elements, collect and format network performance
data and output standard and customized reports for network planning and
dimensioning.
ii. It shall supply flexible output formats and interfaces to supply data to upstream
systems for network management or data warehouse applications.
iii. Performance management shall support the measurement for performances indices
for different Network Elements, Servers, databases, and applications as per standard
report or in adhoc report for some or all services in SYSTEM domain.
iv. The system shall be able to create measurement types, i.e. specify which counters to
read. The system shall be able to create periodical measurement, i.e. reading of
counters at defined intervals and shall be able to send measurement results to a
configurable IP address.
v. The SYSTEM shall support scheduling of the Performance measurement, collection,
storage and transfer of the performance statistics. It shall also support presentation
of the performance statistics in graphical and text mode as and when requested and
at repeated interval automatically.
vi. Performance Management of IP / MPLS network/ Interface.
vii. It shall be possible to activate/deactivate, modify the performance monitoring of the
network/interface for collection of various statistics.

9. Security Management:

i. The network and the network management system shall be protected against
intentional or accidental abuse, unauthorized access and loss of communication.
ii. Network management security features shall include operator authentication,
command, menu restriction and operator privileges. The SYSTEM shall support four
level passwords.
iii. SYSTEM shall allow the System administrator to define the level of access to the
network capabilities or features for each assigned password. The SYSTEM shall block
the access to the operator in case of unauthorized commands being tried for five
consecutive times. The SYSTEM shall also not allow the entry into the SYSTEM in
case wrong password is provided more than three consecutive times during the
login.
iv. The supervisor shall be able to monitor and log all operator activities in the SYSTEM
and Local Management Terminal.
v. The dynamic password facility shall be provided in which the Operator may change
his password at any time. (Facility to the end User)
vi. The SYSTEM shall have the feature of idle time disconnection which shall be
configurable.
vii. The man-machine communication programs shall have the facility of restricting the
use of certain commands or procedures to certain passwords and terminals.
viii. Diagnostics:
ix. Diagnostics shall be possible to run on all the cards/subsystem/system after taking it
out of service.
x. Diagnostics shall be possible on all the common control elements active or standby
after taking it out of service.
373
 xi. It shall preferably be possible to diagnose to single PCB level in at least 95% of the
type of PCBs.
xii. Detailed diagnostics report shall be stored, displayed & printed. The detail shall
contain date, time, card no & nature of fault.
xiii. Port loop testing shall be possible through command.

10. Software Management:

xiv. It shall be possible to carry out the following tasks under the software management
function:
xv. Loading of new system software.
xvi. Manage different versions of software
xvii. Shall have the capability of managing multiple versions of software for individual
elements.
xviii. Installation of software patches.
xix. Examine contents of all system memory and disk memory.
xx. At the time of downloading the software, the message shall be displayed that the
software has been downloaded successfully or failed and at what stage.
xxi. The SYSTEM shall support FTP for downloading of Software, configuration, patches
etc to the network Element.

11. Statistical Information

i. The SYSTEM shall be able to extract statistical information regarding SYSTEM

domain. It shall support the activation/deactivation, collection, storage and
presentation of statistics for the entire Network Element of SYSTEM domain, Servers,
databases, and applications.
ii. It shall provide the consolidated report for performance and Operator initiated
measurement for the busy hour or for any hour or for programmed duration for the
network element, Domain and Network, Servers, databases, and applications. Time
granularity of the report shall be at 15 minutes interval or any multiple thereof.
iii. The SYSTEM shall enable viewing of the availability of the network elements as part
of the network and also as individual elements. It shall be possible to drill down to
subsystem of a network element from network map being displayed at the SYSTEM.
iv. The traffic measurement shall also include the performance of the core network with
statistical information like packets sent, packets received, packets rejected due to an
error, time delay for a packet to be sent across the network, jitter, delay
experienced by RTP streams etc.
v. It shall be possible to analyze the unsuccessful logins to any Server, Application,
Network element in the network due to congestion in the Core Network etc.
vi. The SYSTEM shall enable operations like changing the system configuration,
reconfiguration of input and output device, loading a new software package, etc.
Both automatic and manual reconfiguration capabilities shall be available.
vii. In the addition to the day-to-day administration of the system, there shall be the
requirement to introduce new services, which shall also not cause any interruption to
service.
viii. All commands which are executed over Network program or data shall be logged in a file
(read only) and it shall be possible to retrieve the same on demand whenever required,
using Man-Machine Commands. The file usage of up to 50%, 75% and 90% shall
generate alarms of suitable category prompting the operator to initiate the backup
operation.

374
ix. It shall be possible to read or modify the data related to a group of trunks by a single
command.
x. It shall be possible to store at least the last 20 commands on the screen and by scrolling
and editing any command shall be re-executable.
xi. It shall be possible to store all the performance and traffic statistics for a month. It shall
also be possible to generate daily, weekly, monthly reports for the individual element as
well as complete domain. The report generation shall be supported for text and graphic
reports.

12. Help Desk Management: Helpdesk Solution is an incident logging and tracking
system. It shall provide multi-purpose support tools that can be used across the BSNL
organization to manage processes such as technical helpdesks, customer services, asset
tracking and facilities management for complete OSS and BSS.

10.1 Functional Requirements of Help desk Management Solution

i. Helpdesk shall integrate with BSNL web portal, messaging system and order
management system etc.
ii. System shall provide distributed database capability, allowing multiple sites to
synchronize subsets of users' data. It shall be possible to define rules selectively
transfer business data between these servers. Integrity of the database shall be
ensured when deployed in distributed environment. The capability specified in
the clause shall be available, however Help Desk deployment shall be based on
centralized database.
iii. System shall have LDAP support.
iv. System shall have web interface for CSRs, customers and other administrators
which shall support all the helpdesk functionalities including analysis and
reporting
v. System shall be ITIL compliant. Verifiable proof that the helpdesk is ITIL
compliant shall be submitted.
vi. System shall manage the relationships between user problems and network and
services events. EMS shall ensure that duplicate events are not submitted to
the helpdesk system so that duplicate tickets are not generated.
vii. EMS shall be able to automatically open a ticket based on rules in the helpdesk
system, and upon the ticket creation, the helpdesk system shall automatically
send back the trouble ticket ID number to the EMS.
viii. Integration between B&CCS and other BSS components must not create another
interim physical database for storing or processing any transactions or data
except maintaining the state of the information as per the business logic
ix. Single customer care view must manage business logic independent of
downstream application logic
x. It shall cater for overall system monitoring with patch management and server
monitoring capability to the administrator.
xi. It shall provide workflow and business process orchestration and automation
xii. Help Desk Management System shall provide the interface to backend systems
for the customer care agents.
xiii. It shall provide single sign-on feature and shall store single sign on credentials.
xiv. It shall provide integrated authentication and authorization for agent roles and
applications by means of Enterprise Single Sign-On and the Active Directory®
directory service.
xv. System shall have smart client technology for CSR Desktops however the same
system shall provide the web based self care functionality for the subscribers.
xvi. The system must support access to data through increasing diversity of channels
using a common business logic layer in a SOA Compliant architecture.
xvii. Helpdesk Management System shall also provide integrated messaging module
for CSRs and Administration staff viz. email and presence.
xviii. Trouble ticketing system shall interface with SLA and Performance management
systems to account for the period of network or service unavailability.
375
 xix. It shall be possible to design Web-capable forms and distribute them on
corporate intranets, extranets, or the Internet. Users can fill out forms in a
browser with no download or client components needed.
xx. Native support for Web services and customer-defined XML schemas shall makes
it easy to integrate form data with many back-end systems using Web services.
xxi. Store and manage any type of object, including documents, workflow maps,
reports, URLs, queries, images, forms.
xxii. Solution shall provide Secure Sockets Layer (SSL) content encryption to support
for external access.
xxiii. Help Desk Management System shall provide search engine capability to search
the entire organization from a single place using full text, Boolean searching, and
metadata attributes (i.e. author, date created, or any properties in a document
profile).
xxiv. System shall provide web conferencing / instant messaging with online presence
features between CSRs.
xxv. It shall provide the functionality to attach linear workflows to user chosen lists
and libraries. These workflows can be attached to creation and change events.
Workflow pages shall be built automatically at design time, but shall be
customize using Designer tool after they've been generated.
xxvi. It shall provide Excel Services to be integrated with the Portal, allow published
spreadsheets to receive request parameters into input ranges and return output
range values as results.
xxvii. The solution shall be built on standards like TCP/IP for networking, HTTP and
HTTPS for website, WebDav extensions to HTTP for document repository access,
XML as a data format, XML Web services for interoperability, ActiveX etc.
xxviii. It shall provide Real-Time Presence functionality, displaying virtually everywhere
a person’s name in the portal, tells you in real time whether a person is online
and available for a telephone or audio conference call, instant messaging, or two-
way video conversation.
xxix. Trouble ticketing system shall be able to extract all incidents, resolution progress
reports and all affected services via its interface with the inventory system.
xxx. Trouble ticket shall be tracked in the helpdesk system till the cause of the outage
has been detected, repaired and the service restored.
xxxi. In case the outage is self healing, the event management system shall notify the
help desk system and clear the trouble ticket automatically.
xxxii. Whenever a problem is reported by a user a unique trouble ticket ID shall be
generated by the system. This shall be intimated to the user, so that he can
track the status on the basis of this ID
xxxiii. It shall be possible for users to submit and check the status of reported problems
through web interface.
xxxiv. System shall automatically track, log and escalate user interactions and requests.
xxxv. System shall include diagnostic technologies that provide online information from
a single, integrated knowledge base to ensure, consistent and accurate answers.
The knowledge base shall be updateable and shall be created using the problems
submitted and their approved solutions. It shall be possible to use this
functionality in conjunction with other tools to detect and assist in
troubleshooting problems.
xxxvi. CSRs shall be able to view, change the status of the calls, reassign / transfer the
trouble tickets to other CSRs or technical specialist through the web interface.
xxxvii. It shall be able to generate various customized Service Level Reports e.g. Open
Call Reports, Closed Call Reports, Problem Area / Location specific Reports.
xxxviii. It shall have the capability for accepting queries through various sources
including telephone, email or web interface.
xxxix. Shall provide case categorization capabilities for the CSR to quickly and
consistently categorize incoming requests and problems etc using category, type,
urgency level and item menus etc.
xl. Duplicate case tracking. Support staff can associate multiple instances to a single
problem and tie the resolution of multiple cases to the resolution of one case.

376
 xli. System shall check for tickets status and escalation and notify the management
or next level of support staff based on predefined Service Level Agreement (SLA)
which shall include criteria like service application, severity and customer etc.
It shall be possible for the queries and escalations to be assigned to particular
unit or
xlii. It shall have bulletin board to allow units or groups and Managers to post and
review messages about critical issues. It shall be possible to track the time spent
on specific case.
xliii. Units or groups shall be able to log events and notes. It shall be possible to note
the problem in text format. Every entry in the helpdesk shall be definable as a
case or trouble ticket. Units or groups shall be able to indicate actions taken to
resolve the caller's problems by adding events to these cases with optional notes
attached. It shall be possible to view the history of the actions taken to rectify
the problem along with the identification of the units or groups. It shall be
possible to show a portion of this information to the users for the purpose of
informing them the status of problem resolution.
xliv. The trouble ticketing system shall be able to apply escalation procedures when
predefined time to repair is not met.
xlv. Trouble ticketing system shall be able to escalate and track problems to the
support agencies external to BSNL
xlvi. Trouble ticketing system shall interface with SLA and Performance management
systems to account for the period of network or service unavailability.
xlvii. Trouble ticketing system shall be able to extract all incidents, resolution progress
reports and all affected services via its interface with the inventory system.
xlviii. Life cycle of the case or trouble ticket shall include phases like opening,
suspension, closing and archiving which shall be tracked by the system.
xlix. Assignment, routing and escalation of trouble ticket shall be both automated and
manual and shall be based on pre-defined rules. Rules shall include the case of
escalation when estimated time to repair is not met.
l. The trouble tickets shall be attached to a work-flow where ever there are
multiple steps required for resolution.
li. System shall support the creation of task whenever necessary. Usersshall be able
to query all tasks or trouble tickets, which are open against him.
lii. System shall support the creation of dependent trouble tickets. System shall
support viewing of all open trouble tickets and tasks against a customer when his
account is queried.
liii. System shall integrate with network inventory for querying configuration and
network status information, topology lookup, impact analysis and identification.
It shall retrieve physical (location), logical (configuration) and service
information.
liv. System shall correlate network trouble ticket with customer trouble ticket.
lv. Trouble ticket management shall include functions like initiate, close, action,
query, modify etc.
lvi. It shall be possible to include information about the equipment; circuit built up
details etc in the trouble ticket automatically after obtaining the same from
inventory.
lvii. Shall integrate with web-portal for report trouble ticket status
lviii. System shall allow user to check the network fault status as part of problem
investigation.
lix. System shall have provision to receive and send to partner trouble ticket for fault
on own network; report a trouble ticket to partner for a fault on partner's.
lx. FAX HANDLING: The integration of messages received by fax into the CSR Work
queue shall be provided. Sending of fax messages directly from the agent
desktop shall be provided.

377
 SECTION – 3 - PART B-17

Application Performance Management

1. General
The Application Performance Management is designed to intelligently manage
available IT, virtualized, cloud and hybrid environments. The Application
Performance Management delivers holistic visibility and management capabilities
to address needs that range from critical applications management to underlying
heterogeneous application infrastructure management. This solution shall be
capable of addressing the challenges in managing a broad array of applications and
IT hardware/network infrastructures, including service-oriented architecture and
cloud environments, e-commerce platforms, packaged applications, and custom
J2EE applications. It shall provide end-to-end management across all major
platforms spanned by today’s critical applications, including x86/Microsoft,
AIX/Linux and other flavors of windows/UNIX environments. The key expected
capabilities include;

2. Discovery:
Gain visibility into application components and speed problem resolution. The
Application Performance Management helps operations teams quickly identify
composite application components and automatically map transaction topology to
identify problems and speed resolution.

3. End-user experience monitoring:

Tracks end-user experience across heterogeneous environments and helps ensure
SLA compliance, non-invasively. Now, operations teams can better understand how
the application looks and works from the end-user perspective, so that the user
experience can be optimized accordingly. The solution shall be simple to deploy,
completely non-invasive and can even extend to applications running on mobile
devices.

4. Transaction tracking:
Quickly identifies and isolates performance problems. Administrators can step
through the logical sequence by which the composite application works—across
variable paths, virtual and cloud environments during a business transaction. The
solution supports both agent and agent-less technologies. Agent-less tracking
enables users to rapidly deploy transaction-tracking capabilities across the entire
IT infrastructure for critical applications and services. As users decide they want
deeper information for certain key IT resources, they can selectively deploy agents
to provide even more data. Moreover, new impact-analysis dashboards easily
pinpoint users affected by the failed transaction.

5. Diagnostics:
Facilitates diagnosis and repair of application performance issues. The Application
Performance Management helps determine the performance issue and root cause,
and then accelerates the repair process to minimize business impact.

378
6. Analytics:
i. Predictive analytics and capacity planning for proactive management.
Forecasting, trending and capacity analytics provided by the Application
Performance Management help reduce outages, improve performance and
optimize utilization.

ii. The Application Performance Management includes advanced user dashboards

designed to provide a straightforward, intuitive depiction of key data and
performance metrics. It’s through these metrics that operations teams and
subject matter experts can drill down into performance details, discovering
and researching issues quickly, easily and cost-effectively.

iii. In addition to numerous out-of-the-box dashboards, the Application

Performance Management shall have easily customizable dashboards that can
be quickly altered for the unique needs of a particular job role—or even
quickly updated for a current critical situation. Even these dashboards shall be
supported on a variety of devices, meaning that operations or subject matter
experts can conduct management functions using not only a desktop or
laptop, but also a mobile device such as an iPad or android phone—enabling
them to ensure optimal application performance using The Application
Performance Management capabilities whenever and wherever they are
needed.
7. Technical Specifications

General
Sr. Requirements
No.
1 OEM's technology shall have the native capability to deliver Business Intelligence (BI)
reports; using an in-built industry-standard BI reporting tool.
Application Performance Management
1 Application Performance Management shall designed to intelligently manage traditional
IT, virtualized, cloud and hybrid environments including the Next Generation
Infrastructure (NGN).
2 Industry standard tools shall be available for monitoring, viewing, analyzing,
forecasting and managing applications running on Physical as well as Virtual
Environments across the enterprise
3 The vendor shall provide an integrated solution for monitoring and management across
abroad set of heterogeneous application infrastructures. It shall provide one tool for
monitoring, viewing, analyzing, forecasting and managing applications running on
Physical as well as Virtual Environments across the enterprise consolidating critical
application data in one easy-to-use Web Based Portal
4 It shall help manage business applications by proactively monitoring essential system
resources, detecting bottlenecks and potential problems, and automatically responding
to events.
5 It shall be built on the highly scalable distributed architecture and provide efficient,
centralized management of distributed and Web-based systems.
6 Standard RDMS shall be bundled in APM solution.

7 It shall provide out-of-the-box best practices for identifying and resolving

infrastructure problems, to help improve the effectiveness and efficiency of our IT
department
8 It shall provide integrated performance and capacity management to monitor, alert

379
 and report on future capacity bottlenecks

9 It shall provide end-to-end monitoring for :-

1) Operating systems including AIX,Microsoft Windows, Linux, Solaris,HPUX and i5/OS
2 Virtual servers for proposed virtualization technology.
3) Database servers including IBMDB2, Oracle, MS-SQL and Sybase
4) Web resources including web servers,application servers, Java™ Platform and
Enterprise Edition (Java EE) applications, J2EE platforms such as IBM Websphere,
Weblogic, SAP Netweaver
10 It shall have simplified installation and configuration. It shall be possible to deploy and
update the agents remotely
11 The agent shall provide a store and forward capability, it shall be recoverable and can
continue to function when the network is down. It shall also be possible to implement
independent automated remote actions.
12 The tool shall implement a “watchdog” capability to ensure the agent is always
available, restarted when necessary and functioning properly
13 It shall offer an easy, consistent way to monitor and manage key distributed resources
through a centralized management interface. Monitoring parameters shall be able set
and updated for an entire group and applied to distributed resources in a single action.
Changes to hundreds of related remote systems shall take place in minutes—helping
provide consistency across targeted systems.
14 The tool shall provide facility for benchmarking server performance and alerting on
abnormal behavior rather than relying on just fixed thresholds.
15 It shall provide reporting capability so as to access critical information for better and
more proactive business decisions.
16 The tool shall provide ability to create situations that monitor the state of operating
system, database, or application. A situation describes a condition that is needed to be
test.
17 It shall provide role-based, real-time views of monitoring data, allowing problems to be
viewed in the context of the application and historical context which in turn enables
quick drill-down to determine the source of a problem.
18 The Portal shall also provide facility to create custom resource views, which can be
mapped and provided to Admins.
19 It shall make new operators highly productive by leveraging common visualization,
common data and common reporting to provide side-by-side real time and historical
views, expert advice and automated best practices or quick root analysis in response
to incidents.

20 It shall provide capabilities to improve availability and mean-time-to-recovery(MTTR)

with quick incident visualization and historical lock for faster incident research
21 It shall provide a function of Incident Avoidance which can enable our team to get an
equivalent of an "early warning system" that would allow our team to start working on
an incident before it impacts an end-user or Business Application
22 It shall also provide Incident historical navigation via a graphical time-based incident
investigation mode which allows the operator once an incident time frame has been
identified to “zoom in” and “lock the incident time frame” in the Web Based
Interface/Portal
23 It shall also support Dynamic thresholds, in contrast to fixed thresholds which can
baseline a server’s normal behavior over a specified period of time.
24 It shall provide industry best practices and out-of-the-box supplied monitors which
shall include a combination of metrics and thresholds that once triggered can identify,

380
 notify and automate problem resolution. It shall be possible to detect and repair
incidents as they occur. It shall be possible to tailor automated responses to these
alerts to facilitate proactive resolution of recurring problems.
25 It shall provide out-of-box detailed explanations of incidents and problems and
recommendations for Level 1 support for resolving problems. It shall also be possible
to modify or add problem explanations for custom monitors so that it can be preserved
and used in the future.
26 It shall provide an out-of-box workflow editor to design policies to perform actions,
schedule work to be done by users or automate manual tasks.
27 The tool shall provide us an independence to build unique monitoring solution agents
for our home grown or custom applications. It shall be able to create a custom agent
using a Wizard within few hours and shall integrate with the Web Based Portal and also
to the historic data repository for future reporting
28 The tool shall provide the visibility into database availability and performance including
database component details, failed SQL statements, application locks, table space
availability and SQL text performance. It shall also provide monitoring of buffer hits,
connections used, thread activity, deadlocks and contention.
29 The tool shall provide Out-of-the-box best practice monitoring thresholds which include
I/O errors, free space warnings, cache thresholds, lock warnings, wait times, SQL
statement failed percentage and more
30 It shall also provide automated actions for resolving common database problems
including stop, start, rebind, reorg or any other custom database administration
command.
31 It shall provide health status of critical web resources including WebSphere, J2EE
Application servers and Web servers.
32 Metrics monitored via the proposed tool shall include request analysis, pool analysis,
garbage collection and allocation failure analysis, EJB containers, database connection
pools, J2E connection pools, thread pools, cache analysis, and web application analysis
33 The system shall offer a comprehensive end-to end transaction management solution
for IT operations that may need to track transaction flows across heterogeneous
environments. It shall be designed to monitor, alert, and report on the availability and
response time of business transactions, and deliver problem isolation across the
application infrastructure
34 It shall enable proactive management of transactions, identifying bottlenecks and
other potential problems.
35 It shall provide the capability to detect and isolate response time and availability
problems more quickly
36 It shall support synchronous and asynchronous message tracking

37 It shall provide an agent-less Web response monitoring component that allow us to

adopt an end user’s perspective when measuring transaction performance. The
software shall enable us to capture performance data from real Web-based
transactions.
38 It shall deliver unparalleled support across distributed infrastructure including popular
J2EE, messaging, database and transaction processing systems
39 It shall proactively recognize and isolate transaction performance bottlenecks in
complex composite applications along with intelligent alerts based on user defined
thresholds
40 It shall deliver response time monitoring of both real-user and synthetic transactions

381
41 It shall deliver real-user monitoring of Web-based transactions through Web server
plug-in/agent.
42 It shall provide the ability to measure the performance of HTTP and HTTPS requests
including performance information for objects embedded in a Webpage. These
measurements shall include a number of dimensions, including total response time,
client time, network time, server time, load time and resolve time.
43 It shall provide monitoring of simulated transactions which will help to be proactive in
managing availability and performance of applications and identify bottlenecks before
they impact end user.
44 There shall not be any appliance based solution for transaction monitoring.

45 It shall provide application console to see status summary and trend analysis
information across managed resources and to perform problem determination
46 It shall collect data in real time at a configurable, constant interval.

47 It shall provide accurate status directly from the monitoring agent situations.

48 It shall provide the ability to fully customize the reports and user workspaces.

49 It shall provide a consolidated role based view of the monitored environment so as to

monitor and resolve performance issues across Database, Operating system,
Application Servers, Webserver, Application and Transaction response.
50 It shall show the overall status of monitored Internet services by host, user profile,
and service type.
51 It shall be capable of monitoring most of the following Internet services like: - DHCP -
ICMP - RADIUS - SNMP - Dial - IMAP4 - RPING - SOAP - DNS - LDAP - RTSP - TCPPort
- FTP - NNTP - SAA - TFTP - HTTP - NTP - SIP - WMS - HTTPS - POP3 – SMTP.

Consolidated Operation Management

1 Consolidated operations management system shall provide a single pane of glass and
central Consolidation point for events and problem reports from across the operations
domains/environments including Application Performance, Network Management, IT
Infrastructure Monitoring, Storage Management and Analytics Solutions
2 Consolidated operations management system shall integrate and consolidate IT
operations tools and massive volumes of events across business, data center and
network operations domains/environments
3 Consolidated operations management system shall be able to receive events &
problem notifications from various operations domains like Application & IT
Infrastructure, Storage, Data Center & Network etc, unifies them into a common
format, correlate them and provide a common graphical user interface for
event/problem analysis and acknowledgement
4 Consolidated operations management system shall provide a comprehensive & broad
library of off-the-shelf mediation interfaces (/mechanism) to facilitate simple,
intelligent & quick integration with variety of multi-technology & multi-vendor
management systems across business, operations, data center & network domains
5 Consolidated operation system shall provide a complete view of the health of the entire
distributed environment. It shall be able to provide decentralized management through
multiple consoles with centralized escalation, reporting and control if required across
the multiple operations domains
6 Consolidated operations management system's off-the-shelf integration interfaces
library shall provide event collection in various format/protocols to facilitate event

382
 collection from snmp and non-snmp management data sources, api’s, databases, log
files, Webservices, XML and other standard protocols/utilities. It shall allow definition
of custom rules for parsing / text manipulation if required
7 Consolidated operations system shall be able to process all fault and event related
information in memory and in real time. It shall be capable of delivering high
performance by processing in excess of 200 events per second during an event storm
allowing visibility of all alarms. It shall also support an interface to an external
database for event/alarm data storage
8 Consolidated operations management system shall consolidate and de-duplicate
repeated events collected from various management systems & data sources and
provide a clear, coherent and noise-free list of fault messages.
9 Consolidated operations management system shall be able to filter off repeated
events/notifications of the same source. The start-time, end-time, and number of
repetition of the event shall be indicated.
10 Fault monitoring module shall have the capability to detect event rate anomaly – it
shall detect when it is receiving an unusually low or unusually high rate of events. The
event rate shall be compared to normal or baseline – and generate a new event to
describe the condition.
11 Fault monitoring module shall have the capability to detect when it is subjected to a
event storm based on user configured thresholds, It shall have the capability to take
remedial actions such as discarding events of low severity or diverting events based on
user configured actions.
12 Consolidated operations management system shall also provide a comprehensive &
wide library of off-the-shelf data exchange and data forwarding gateway integration to
support uni & bi directional integration with peer OSS/BSS systems such as trouble
ticketing/help desk, inventory, GIS, CRM etc
13 Consolidated operations management system shall provide Automation capabilities to
make an automatic response to an event or pattern of events received from managed
environment
14 Consolidated operation system shall be able to notify the responsible technician via e-
mail, and SMS. If required it shall further escalate the event up the chain of
responsibility based upon definable rules through a graphical user interface.
15 Consolidated operation system shall provide a real time, policy based, proven
correlation engine to streamlines event and alert management, business service
management, and incident and problem management by providing context-driven
correlation, intelligence and automations across operations domains
16 Consolidated operations system shall support -
● Context-driven correlation — add actionable context to events, enabling automated
event suppression and prioritized event handling while reducing symptomatic incident
tickets and helping to speed incident handling across across OSS/BSS, inventory, and
equipment
● Context-driven intelligence — enable operations staff to right-click on any event or
incident and view related information in a real-time web interface for faster, more
effective decision making
● Context-driven automation — enable operations staff to right-click and view a list of
automations that they can execute directly from any event, incident or operator view
(in context). And also enable them to define runbook automations.
17 Consolidated operations system shall support comprehensive event enrichment abilities
to add contextual information such as service/customer impacted, device location,
change details, application owner, Service level agreement (SLA) details, Maintenance
status, Support contact information etc to events
383
18 Consolidated operations system shall support advance event correlation abilities to
help improve time-to-resolution through real-time monitoring and analysis of
infrastructure and business events
19 Consolidated operations management system shall allow perform context-driven event
suppression, filtering and correlation that can dramatically reduce symptomatic events
and incidents
20 Consolidated operations management system shall provide event suppression wizard
to enable contextually correlate multiple events down to a single actionable event,
speeding assessment and minimizing time to resolution for real problems
21 Consolidated operations management system shall provide comprehensive advanced
correlation engine to support following type of correlations & analysis:
● Severity classification and escalation based on business impact— automatically
identify which events affect which services, and prioritize or escalate events based on
the highest downtime cost. Similarly, events can be prioritized based on SLA
commitments and other criteria.
● Time-based correlation of change events to status/performance events—
automatically compare state and performance events to recent change events to
create a new event or incident ticket that includes all the details needed for resolution.
● Filtering or suppression of maintenance events— automatically determine which
events are maintenance events and filter them into a separate maintenance view while
suppressing symptomatic events
● Suppression of non-service impacting events— automatically suppress events that
are not related to a critical business service, or filter them into a separate view.
● Dependency-based correlation and escalation—leverage physical and logical
dependencies, meta information and containment, service-oriented architectures,
virtualized environments, virtual private networks and more to automatically correlate
events.
● Predictive analytics—define and automatically detect known problem event patterns
that have resulted in service problems, and trigger high severity predictive events for
prioritized handling
22 Consolidated operations management system shall automatically collects information
across multiple support tools and data sources and displays that information in context
in a single, integrated web view.
23 Consolidated operations system shall provide ability to perform real time query to
support correlation, enrichment & impact analysis. It shall not require to take data
dump or persist local copy of data
24 Consolidated operations management system shall allow to collect data from various
domain specific management system, existing support tools & other data sources in
real time, perform complex calculations to compute actionable operational and
business key performance indicators (KPIs)
25 Consolidated operations management system shall automatically identify exceptions
and take automated context-driven actions when performance indicators do not fall
within specified parameters
26 Consolidated operations management system shall allow configuration to automate
action for faster problem resolution. It shall be possible to collect contexual information
from multiple sources & present operations staff with step-bu-step resolution
procedures
27 Consolidate operations management system shall allow to monitor the action
initiated/executed and provide feedback to user
28 Consolidated operations management system shall provide extensive library of
integrationsadapters across various operations management systems, third party data
384
 & event sources. The integration adapters library shall provide wide coverage -
- Third party monitoting, event management, configuration management, business
service management, databases, help desk/problem & incident management systems
- Databases ( like Oracle, DB2, Sybase, Informix, MySQL, SQL, ODBC etc),
- Event/Message Bus (like JMS, TIBCO, Vitria),
- Standard Interfaces (XML, SNMP, LDAP, CORBA)
- Custom applications (via command line, TCP/IP Sockets, flat-files, instant
messaging, email)
29 Consolidated operation system shall enable operators to define correlation, service
impact & enrichment policies through an intuitive & easy to use graphical user
interface
30 The tool shall provide Application Dependency Discovery for configuration items and
maps applications and their dependencies. It shall provide :-
a. Mapping business applications across the IT infrastructure
b. Understanding IT infrastructure complexity and redundancy
c. Correlating IT events with change and dependency information
d. Visualizing how applications are deployed in a virtual or dynamic environment
e. Baselining and tracking changes in data center optimization, consolidation,
Virtualization and Cloud migration projects
31 It shall gathers an inventory of applications, their configurations and their
dependencies.
32 It shall provide Out-of-the-box agentless discovery for most of the components found
in the typical data center—across the application software, host, network and storage
tiers.
33 It shall perform configuration auditing by tracking application changes, depicting that
information on application maps and reports, and delivering comprehensive visibility
into configuration drift.
34 It shall also support discovery of virtualized environment including VMware, System p,
and Microsoft Hyper-V that will discover hosts and guest as well as resource capacity
allocated to guest systems. This will help in the ability to view, govern, and understand
how virtual environments are used effectively within the environment.
35 It shall use industry-standard security protocols such as Secure Shell (SSH), Java
Management Extensions (JMX™) and Microsoft Windows® Management
Instrumentation (WMI) to access sensitive data.
36 It shall also perform discovery across firewall zones without compromising security or
requiring policy changes.
37 It shall provide visibility to plan and manage applications for critical changes that
impact IT Service Management with ability to view detailed change histories, rapidly
isolate changes and minimize problem isolation time.
38 The tool shall automatically creates a delta between the new configuration values and
the old ones. In addition, users shall be able to create versions of their entire data
center and compare these versions in an online report.

385
 SECTION – 3 - PART B-18
Data Centre Performance Monitoring

1. Objective of this requirement is to build technology capability that can provide real time
monitoring of the performance of business workflows to deliver the performance against
pre-defined Service Level Targets (SLTs). At a generic level, a Service Level Target is a
parameter which can classify service level assurance in quantitative term. For instance,
ensuring that e-bills are generated within 1st working day of each month.

2. As another dimension, the objective would be to develop technology capability which

can monitor performance of the IT infrastructure (servers, VMs, storages, network,
uptime etc.) against stated OLT (Operational Level Target). At a generic level, OLT is a
parameter that can monitor the performance of underlying IT infrastructure supporting
one or more business applications to deliver the business outcome. As an example,
ensuring that storage space for Database is always available with 20% or more
capacity.

3. BSNL needs the vendor to provide a solution to meet the above requirements in general.
The solution is intended to be accessed via web based browser which can present a
dashboard providing real time monitoring of configured business workflows against
stated SLT and OLT and provide a unified dashboard indicating the following:

4. Workflow step breach

a. If the breach has not yet happened then it should be marked Green or Yellow
indicating time by when the breach may get escalated from Green to Yellow or
Yellow to Red.
b. If the breach has already occurred then it should be marked as Red & the time
indication should indicate as for how long the breach had been in the Red state.
c. For more than one breach, the dashboard should provide multiple such breaches

5. For each breach, the dashboard should provide next workflow step which may be
breached in case the breach is not resolved within stipulated time.

6. The dashboard should provide contributors towards the breach i.e. one or more
workflow steps which may be pending on part of one or more users which may
contribute towards the breach.

7. The dashboard should provide an integrated view of relating any OLT (IT Infrastructure
level incidents) which may be in pending state and which may directly or indirectly
contribute towards the breach.

8. The dashboard should work on all of the following standard browsers – Internet
Explorer/Edge, Google Chrome and Mozilla Firefox.

9. Following are some solution specific requirements:

a. The solution should be able to integrate with existing applications at BSNL

b. The solution should be able to integrate with existing monitoring tools
(EMS/NMS) installed within BSNL datacenter.
c. The solution should be able to integrate with BSNL chosen SLT/OLT
monitoring framework.

386
d. Vendor should be able to customize its solution to support requirements
described above and as per requirement of Data Center operation team.

387
 SECTION – 3 - PART B-19
Training Programs
1. The following phases of the project require different level of expertise to be available
with BSNL team for the CDR Project-III execution and operations ( For newly
supplied aswell as reused software applications / equipments):-

1.1 Planning Phase: This phase starts after the award of work, and required detailed
planning in terms of site requirements, team structuring, software application
designs, hardware deployments, power infrastructure build-up etc.

a. It is expected that approx 100 persons from BSNL will be working in this
phase and these officers need to be made aware on various
software/hardware/network/storage products to be deployed in the whole
solution for the CDR Project- III. This program will be conducted by OEM for
various software applications. On an average, five BSNL persons per
application/product shall participate in this awareness program which shall be
of one week (7 days) duration.
b. The successful bidder shall share a detailed proposal for the training of these
officers immediately after the award of work, so as to ensure a quality effort
on the design phase.

1.2 Execution Phase: The second phase starts with the execution of the project
wherein the bidder/SI will do activities related to software and hardware
deployment. Data migration will be a key activity during this phase. The end user
training also will be a key enabler towards the success of this project.

a. It is planned to do 7000 man-days training from various units like ITPC, and
NIB for the execution of this project.
b. For the end users, it is planned that the training centers in BSNL will conduct
the end user training program. The bidder/SI is required to impart training to
the training center officers (train the trainer program) so that BSNL can
conduct further training programs for the field units for a pan-India rollout.

1.3 Operations phase : The third phase will start post completion of project execution
wherein the BSNL team will be engaged for operations and maintenance activities for
the project
a. It is planned to have BSNL team at data center and a core team at each circle
to do the operations and support activities.
b. This team will be doing performing day-to-day troubleshooting and ticket
resolution activities on various software and hardware platforms.
c. It is expected to have 500 persons across the organization doing the
operations and support activities.
d. This team will be imparted training of minimum 10 days per year to learn the
various operations and support activities on various hardware and software
technologies. Also all upgradation of understanding in
system/software/database (including admin etc) will be taken care through
on-going training programs so as to ensure that BSNL operations team is
kept up to date with the technology refresh happening in the data center.

2. Bidder shall provide details for the following :

388
1.1 Project Execution Team Training on OEM Products:
i. Detailed feature and functionality training on all OEM products to be provided by
respective OEMs. Training shall lead to certification on OEM products. Training shall
cover all roleholders of IT teams of BSNL e.g Technical, System Administration and
Database Management.
ii. The training has to be conducted using official OEM course curriculum
mapped with the OEM Product’s to be implemented in the BSNL
iii. The training has to be conducted at the training facilities of BSNL or at
training facility of OEM as per the Software product’s proposed in the solution
by System Integrator.
iv. Bidder in consultation and convenience of the BSNL shall workout the training
program and all the other modalities of the training, which shall be delivered
by OEM certified consultants.
v. The training has to be conducted by Instructors of OEM.
vi. The participants of BSNL will be issued a certificate from OEM directly for
attending these courses.
vii. Training shall also have instance/environment to be provided by OEM for
hands-on session.
1.2 Support User Training
a. Funtional training on OEM products to be provided by respective OEMs.
Training shall lead to certification on OEM products. This shall cover funtional
training on non – OEM products as well. Training shall cover all roleholders of
support User team of BSNL e.g for Funtional leads, Circe/ SSA Udaan
managers, Marketing Manager, officers in the TRA and finance wing etc.
b. The training has to be conducted using official OEM course curriculum
mapped with the OEM Product’s to be implemented in the BSNL
c. The training has to be conducted at the training facilities of BSNL or at
training facility of OEM as per the Software product’s proposed in the solution
by System Integrator.
d. The System Integrator in consultation and convenience of the BSNL shall
workout the training program and all the other modalities of the training,
which shall be delivered by OEM certified consultants.
e. The training has to be conducted by Instructors of OEM/ SMEs of SI.
f. The participants of BSNL will be issued a certificate from OEM/SI directly for
attending these courses.
g. Training shall also have instance/environment to be provided by OEM/SI for
hands-on session.
h. For Functional training on non-OEM products, bidder shall work with BSNL
team to create training modules and delivery of training modules.
1.3 Business User Training : Training on business work flows for all processes along
with training material for BSNL Business Users including officers from field units
from engineering, TRA and finance. This shall include:
a. Training Needs Analysis
b. Business User Training Content Development
c. Training Lead / Quality Assurance Activities
d. Train-the Trainer program

1.4 Management training shall be imparted to all the officers of the level of DE/DGM and
above on all managerial aspects of all the modules – especially those related to CRM,

389
 Billing, portal, payment, IN and all customer interfacing systems. The training shall
focus on managerial reports and monitoring of activities expected at a level of DE,
DGM, GM, CGM and at corporate office. There shall be a separate training module for
corporate office team to look at PAN-India reports on all important modules such as
CRM, Billing, IOBAS, RA, FMS etc. Number of people to be trained at Circle level
shall be around 500 and at the corporate level around 40.

Responsibility Matrix and Frequency of training.

Responsibility matrix:
Training Responsibility
Project Execution Team OEM
Training on OEM
Products
Support User Training OEM

Business User Training SI

Frequency of Training

Training Frequency
Project Execution Team 1. Before start of IT systems and. Application
Training on OEM implementation process.
Products 2. Refresher training once in a year.
3.Incremental training on version upgrade for each
application
Support User Training 1. Post IT systems and Applications implementation
process ends.
2. Refresher training once in a year/major version
upgrade.
Business User Training 1. Post IT systems and Application implementation
process ends.
2. Refresher training once in a year/major version
upgrade..

2.5 Facilities at the training center(s) of BSNL will be used for the purpose of training.
The bidder shall provide all training material, documents and training aids. It shall
also allow BSNL’s training centers to create copies of the training material for
internal consumption (within BSNL). The training material shall include all
installation, configuration, customisation, O&M, security and administration
modules independently for all HW/SW/NW/Storage/Apps. Training on various
software modules shall have to be imparted by the Subject matter expert (SME) of
the respective software Solution Providers (SSP)/ original equipment manufacturer
(OEMs).

3. The training requirements are summarized below:

a. No. of training centers- 10
b. No. of trainees per batch- 30

390
 3.1 Planning Phase:
No. of Persons to be trained: 100
Period of training for each trainee: One week

3.2 Execution Phase:

Training for Execution Personnel: 7000 Man days

End-User Training (Through Train-the-trainer program): 7,000 man-days

Module-wise training to be provided in the train-the-trainer program for end-user
will be in the following manner:
Sr. Module
No. of days
No.

1 CRM 5

2 Order Management 3

3 Payment Management System 2

4 Enterprise Reporting 2

3.3 Operation Phase: There will be two types of trainings in this phase.

Specialized Refresher Training: to learn the various operations and support

activities on various hardware and software technologies. Also all upgradation of
understanding in software (including database etc) will be taken care through on-
going training programs so as to ensure that BSNL operations team is kept up to
date with the technology refresh happening in the data center.

No. of Persons to be trained: 500 persons across the organization doing the
operations and support activities.

Period of training for each trainee: Minimum 10 days per year

General Refresher Training: for CRM, Order management, Payment management

system, m-commerce and Enterprise reporting including other products e.g. Billing
including Bill formatting, Revenue Assurance, Fraud Management System and EAI.

No. of Persons to be trained: 100 persons

Period of training for each trainee: Minimum 2 days per year

4. Bidder shall arrange the following for each application

Bidder shall explore different methods of online training/e-learning/webinars,

particularly for the end-user level training, to save training expenses to the
avoidable extent.

391
 Bidder shall explore Circle/SSA HQ.level webinars to the end-users for all
applications.

Bidder shall explore the following:

4.1 Mock training on Testing / Development environment and access to the Circle/SSA
level end-users, to enable them for hands-on exercise on all applications. DC/Circle
level training-support team shall extend the necessary guidance to the end-users,
with the help of ticketing mechanism.

4.2 Online FAQs and search

4.3 Audio and Visual recorded presentations, on intranets

4.4 Documentation on business work flows/user manuals, on intranets

5. Core Team Training at Main& DR DC

a. BSNL shall have a Core team at Main& DR DC
b. The team shall have skilled/experienced members in all areas of HW&OS,
SW applications , migration, Middle ware , DBA , Data Warehouse & Portals,
Security , Network , Infra , Training & Documentation, Support/Trouble
ticketing and other areas.
c. BSNL shall have a CDR Project III implementation Portal and create a centre
of excellence managing all the expertise. This portal shall be used to enable
the Circles/SSAs for application documents, training modules (audio/video
files) to facilitate the user level trainings at different levels.
d. Bidder shall arrange core team training on application administration and
code level w.r.t the above mentioned disciplines. The BSNL team is expected
to take care of the applications administration, configurations and capable of
bug fixing.
e. Bidder shall submit a detailed program document to facilitate the core team
training requirements.

6. Yealy Trainingcharges may be included in AMC charges of respective years

392
 SECTION – 3 - PART B-20

Identity Management

1. Identity Administration
I. Must provide centralized administration & complete automation of identity and user
provisioning

II. Only Admin User should be allowed to manage other users, roles and Organisation

III. Should allow defining unlimited user organizational hierarchies and roles.

IV. Solution should be user-friendly in reference to finding a user, viewing privileges and
revoking rights.

V. Solution should allow immediate de-provisioning of a user’s account.

VI. Should have ability to identify rogue and orphaned accounts

VII. Support for provisioning of account/entitlements for a specific time period

VIII. Should have ability to load and maintain synchronization with user information from
existing human resources and other identity systems, both statically and dynamically

IX. Solution should offer an automated approval/ escalation mechanism.

X. Should support time-stamped records of every access change request,

approval/denial, justification and change to a managed resource

XI. Should have ability to retrieve account information from target managed resources
on a scheduled basis, both in bulk or in filtered subsets to preserve network
bandwidth

XII. The solution should support automated approvals for deleting or disabling an
account.

XIII. The provisioning workflow should support serial and parallel or multiple approval
processes.

XIV. Should allow approvals to be escalated to an alternate approver dynamically.

XV. Should have the flexibility of providing change in role definitions after initial
implementation.

XVI. The solution should support partial disabling of a user’s accounts based upon
configurable rules/policies.

XVII. The solution should support the assignment of users to multiple roles/ Inherited
roles and determine roles based upon attribute data

XVIII. The solution should have functionality to discover and map existing accounts.

XIX. Solution should provide a graphical interface that allows creating and managing
workflows and policies.

XX. Solution should be able to create, update, and delete user accounts across the
enterprise environment, including Web-based and legacy systems and applications.

393
 XXI. The solution should support all types of web browsers like Microsoft Internet
Explorer, Google Chrome, Mozilla Firefox, etc.

XXII. Solution should provide web-based access to administrators and end-users using
web browser.

XXIII. Should support standards such as SCIM, SPML, Rest API’s for User/ Group CRUD
operations

XXIV. Solution should support unique user IDs consistent with information security policies .

XXV. Solution should integrate with corporate LDAP or AD system which has the ability to
create, update, and delete organizational units and directory group

XXVI. Solution should include a single product that seamlessly includes provisioning,
synchronization, password management, auditing, & compliance out of the box. All
stated features must share the same resource adapters, product repository, web
interface & deployment platform.

XXVII. Solution should support agent less resource adapters and no software need to be
installed on the end resources to be managed by the solution.

XXVIII. Solution should use single repository for identity data, audit and security log
information.

XXIX. Solution should be able to run on any of the x64 or x86 based Operating Systems of
latest versions like Microsoft Windows Server, Red Hat Enterprise Linux, Solaris x86,
etc.

XXX. The product should be able to add new resource adapters via SDK or any other
mechanism.

XXXI. The solution should leverage an intelligent indexing system to manage user
identities and access privileges, leaving account information with the information
owner and thus avoiding the time-consuming effort of building and maintaining
another user repository.

XXXII. Solution should provide an automated way to discover and correlate all accounts
associated with an individual to speed the account mapping process.

XXXIII. Solution should have the capability to provide Global Single Sign On for a variety of
COTS and Custom Web Applications including .NET, PHP, JEE (Servlet/JSP/Struts
etc), Node JS etc.

XXXIV. Should have ability to integrate with external system to provide two factor / multi-
factor authentication. Two factor authentication should be via OTP / SMS or an app
that can be installed on recent version of Android / iOS. It should have the capability
to be supported on hard tokens. For the software token management system, all
activities at admin console should have an audit trail of all logon attempts and
operations.

XXXV. Should be able to support external custom login interface to remotely submit
credentials

XXXVI. Should have SDK to support non traditional applications such as thick / command
line apps
394
XXXVII. Should have capability to provide centralized logout

XXXVIII. Must support integration with PKI Technologies to support certificate based
authentication

XXXIX. Must support OSCP based live certification validation from the Cert Authority

XL. Should support Certificate Validation against CRL Export Dump

XLI. Must have capability to provide centralized logout

XLII. Must give administrators complete visibility and control over real-time user session
data including ability to search for and terminate specific sessions

XLIII. Must support delegated administration at each datacenter location to have visibility
on local command users

XLIV. Should allow administrators to enforce constraints on session lifetime idle timeout
max number of concurrent sessions"
XLV. Must provide comprehensive auditing & logging

XLVI. Should have support to log authentication success and failure

XLVII. "Must support integration to LDAP v3 compliant directory system as identity store

XLVIII. - for retrieving user data and other related attributes

XLIX. - for the validation of user's form based credentials"

L. should be capable of attribution transformation ensuring authentication such as

passing group/attribute/membership information in session to end application while
authentication

LI. Should have capability to write pre authentication rules such as Validate and block
specific range of I.P/ Subnet

LII. Should have capability to provide post authentication rules such as Execute a custom
script/ Java Code

LIII. Should provide a framework to design custom authentication schemes such as

authentication against a database / radius server / dual approval from an authoritive
source

LIV. Should have capability to have integration with any third-party LDAP directory server
(Active Directory, Oracle Directory Services, IBM Tivoli Directory, Sun Java System
Directory etc)

LV. Must have graphical interface to enable configuration of protected application URL,
authentication & authorization rules

LVI. Should provide support for multiple identity store for chained authentication

LVII. Should be able to support designing multi step authentication such as the user id
could be either Employee ID / unique name. This will require validating Employee ID
in first Step and if not found then validate unique name.

395
LVIII. Should have capability to support windows native authentication – automatically
authenticating users to their web-based single sign on applications using their
desktop credentials.

LIX. Should support integration with hardware tokens for second factor authentication

LX. Must support any x86-x64 based operating systems of latest version like Solaris,
Windows Server, Red Hat Enterprise Linux, oracle Linux etc

LXI. The solution should have a capability which helps to prevent unauthorized users
from hijacking legitimate sessions with stolen cookies and assures that the client
who initiated the session is the same client that is requesting access.

LXII. The solution should have capability to support various SSO architectures that can be
used independently or mixed and match to meet various business needs such as:

Agent-based policy enforcement points

Centralized gateway enforcement points
REST and SOAP-based Web APIs to allow applications to remotely call Single Sign-On
as a Web service for authentication or authorization"

2. Delegated Administration:
I. Should provide delegated administration with comprehensive permission settings for
user management. Should provide segregation of duties functionalities.

II. Should have ability to delegate administration of groups, organizations and

resources to users and/or groups. Should support delegation of most administrative
functions to any group and/or user.

III. Should support delegation by administrator to other user for a specific time-period

IV. Should allow users to delegate management of approval policies, access policies and
password policies.

V. Solution should support granular provisioning responsibility delegated to distributed

departments, divisions or organizations.

VI. Solution should be able to define delegated administration by way of both

administration (which users, which resources) and capabilities (full account
administration, password administration only, etc.).

3. Self Service
I. Must support web-based self-service in terms of Self-registration changing
passwords resetting

II. In case of forgotten password user should able to create new password .

III. Must allow users to view their profile and the resources and the corresponding
entitlements they

IV. have got access to."

396
 V. Must allow users to manage (request, modify, remove) roles, accounts and
entitlements.

VI. Should support personalization of self-service.

VII. Should integrate with PKI Solution to complete user creation process.

4. Identity Provisioning and Connectors

I. Solution should support an agent-less architecture.

II. Must have capability to provision user accounts to target systems and applications.

III. Should have capability to reconcile target resource user accounts to provisioning
system.

IV. Must have out-of-box connector available for target systems to carry out user
provisioning and reconciliation operations.

V. Connectors should not impact the rights of the local administrator or place
limitations on the abilities of the managed resource.

VI. Should have connector development framework to extend support to the additional
target systems for which out of box connectors are not available.

5. Workflow Capabilities
I. Solution should support Web-based mechanism for requesting access to a system.

II. Solution should support automatic approval routing to the persons appropriate to
approve the system access requested.

III. Solution should support review and approval mechanisms that offer a zero-footprint
client.

IV. Solution should have ability to use defined organizational information to determine routing of
approvals.

V. Solution should have ability to delegate approval authority to another person.

VI. Solution should have ability to escalate a request to an alternative approver if the
allotted time elapses.

VII. Solution should support ability for different personnel to view different levels of
information based on their job duties.

VIII. Solution should have ability to request information from approval participants to
define accounts specific information during the process.

IX. Provisioning solution should provide capability to the approver to provide comments.

X. Solution should detect manual changes made in managed systems and automatically
respond. If changes are detected, solution should alert/notify designated personnel
of access rights changes made outside the provisioning system to verify if changes
are legitimate.

397
 XI. Should support approval workflow for managing user access. All decisions and
actions must be audited and available in a reportable manner.

XII. Solution should provide an integrated environment to design the workflows and
other business processes

XIII. The product should support standard implementation of workflow including

segregation of duties.

XIV. Should support withdrawal of non-approved requests

XV. Should support automatic approval routing to the users appropriate to the system
requested and organizational structure

XVI. Should have ability to request information from specific participants in the workflow
process.

6. Password Management
I. Should have capability to allow administrators to define and enforce global password
policy that includes password composition rules like -minimum length- minimum
password age- warn after expires after disallow past passwords

II. Ability to implement password formation rules to enforce password strength across
the organization. Should support complex password rules including maximum
repeated characters, minimum numeric characters, alphanumeric characters,
uppercase & lowercase characters etc.

III. Should support validation of password provided against the defined password policy.

IV. "As part of forgotten password flow, should have support to challenge the user for
security answers to the questions that must have been configured at the time of
user creation or self-registration.

V. The manager of the user whose password is being reset must be notified of this
password reset."

VI. Solution should allow users to manage their own passwords.

VII. Should have ability to synchronize passwords for multiple systems to the same value
to reduce the number of different passwords to be remembered by the user.

VIII. Should support delivery of password-change success/failure status to requestor

using mechanisms like email

IX. Should allow administrator to search for and delete an existing password policy

X. Solution should provide a web front-end for help-desk administrators to use.

XI. The product should support change of passwords by users from any terminal.

XII. Solution should support password formation rules to enforce password strength
across the organization.

XIII. Solution should able to provide a centralized password policy to be enforced across
all managed systems.

398
XIV. Solution should provide a password exclusion list and allow restriction of using old
passwords.

7. Policy Administration:
I. Should support customizable user ID policy management, password policy
management, and user access policies. It should manage application parameters and
entitlements, and to view a history of resource allocations.

II. Should allow administrators to manage access policies required for identity and
entitlements provisioning

III. Should allow administrator to manage approval policies required for approval
workflows

IV. Should enable reviewer to be notified of reports that describe entitlements of other
users and allow reviewer to attest to the accuracy of these entitlements by providing
a response.

V. The solution shall provide the business processes with real-time analytics for
suggested roles and primitive compliance.

8. Governance:
I. Solution should provide access certification, review, attestation and remediation
capabilities.

II. Access certification solution lock down certification reviews so that they represent
content at a specific snapshot in time, suitable for audit purposes.

III. Solution should provide an access certification portal with preconfigured workflows
that implement a complete end-to-end access certification process.

IV. Solution should support Role Based Access Control (RBAC).

V. Solution should support user self-service activities such as requests for service, role
change or access.

VI. Solution should provide a strong model to enforce the separation of duties.

9. Auditing and Reporting

I. The product should provide object level security and auditing to track system change
configuration.

II. Solution should report on who had access to what on a given date.

III. The solution should be able to report on account-related security risks.

IV. Identity management software should provide policy-based certification review.

V. Solution should support the creation of custom audit policies (eg. Separation of
Duties) as business rules that can be applied during access scans.

VI. Solution should be able to carry out integrity protection and analysis using system
logs.
399
VII. "Solution should support reporting grouped by the following:

- by administrator (accounts created, accounts modified, accounts deleted,

password changes, complete audit history per administrator, administrative
capabilities per administrator)
- by platform or application (users per platform, provisioning history per
platform, who performed the provisioning actions on target platform)
- by workflow (requests made by user, requests approved by approver,
requests denied by approver, requests escalated, delegation of approvals
including to whom and for what period of time)
- by user (audit history per user, accounts/privileges by user, self-service
activity by user, role membership)"
VIII. Should support out-of-box reports

IX. Should provide ability to configure new custom reports that are not available as out-
of-box.

X. Should support ad-hoc reporting

XI. Should support dynamic and scheduled report generation

XII. Should support reports related to access policy, request, certification, approval, role,
organization, password, resource & entitlement, user.

XIII. Should support exception reports like list of all the rogue accounts existing in a
resource - list all orphaned accounts.

XIV. Should support the creation of reports by using third-party tools

10. Other Security considerations

I. Should support SSL digital certificate based secure encrypted communication

II. Solution should not impose a physical or logical limitation on the number of users
who can be connected concurrently.

III. Should have ability to load a large amount of data (users, accounts, roles etc) into
the provisioning system.

IV. Should have capability to control data growth using archival and purge utilities

V. Should have ability to import and export configurations to enable migrations

between Development, Staging and Production environment without delays.

VI. Solution should provide fault tolerance, redundancy, fail-over and system load
balancing and high availability that includes server clustering.

11. Horizontal Portal

I. The proposed portal platform should be featured in Leader’s space of Gartner’s Magic
Quadrant for Horizontal Portals for last 2 years.

II. The Portal platform shall provide support for portal standards such as JSR 168 and
JSR 286

400
III. The Portal platform shall support deployment on all three platforms - Linux, Unix and
Windows.

IV. Declarative Development of portal pages with Web 2.0 features. The Web 2.0
features shall not only cover basic components such as blogs, wikis , discussion
forums but also advanced components such as people connections which enables
people to collaborate , activity stream which shows the latest activities in the portal
as a stream etc.

V. Shall be able to manage portal content using web content management from
common content management repository through out-of-the-box integrations.

VI. The portal solution shall support profile-driven personalization, i.e. creation of a rich
user profile through aggregation of user profile attributes from multiple data sources
at runtime. The solution shall be able to pull actual values of those attributes
simultaneously from multiple backend resources (such as an LDAP server, JDBC
database and remote application for example).

401
 SECTION – 3 - PART B-21
Enterprise Data warehouse and ReportingSystem ( EDRS) , BI Tools

A) Enterprise Data warehouse and Reporting System ( EDRS)

1. General

The EDRS (Enterprise Data warehouse and Reporting System) is a centralized data
warehousing solution, serves as a consolidated source of information to facilitate
easier, faster, timely and integrated decision making within the organization. Source
data from various heterogeneous systems are extracted, cleansed, filtered,
transformed and stored in a repository that is easy to access, understand and easy
to use by various end users. The EDRS provides access on repository of clean and
consistent data both historical and current, to the end users, analysts,
administrators and officers both at the operational and policy/decision making level.
Database infrastructure is the back-bone of any Data Warehouse environment. The
database infrastructure should be capable to ingest data having high volume and
velocity. It should have unique database processing capabilities to give un-matched
database performance and availability. It should be able to scale vertically and
horizontally on-line without impacting services. The database infrastructure should
be purpose build machine designed to host data warehouse database workload.

EDRS – on DR DC: Bidder shall install/configure necessary hardware, software and

industry standard data warehousing solution and BI tool/Portal, connecting
to the DR DC (disaster recovery data center). The Main DC and the DR DC run in
active-active mode and all the DR standby databases shall be in the managed
recovery mode (the standby database automatically applies logs received from the
primary database). And hence, the EDRS solution shall have a similar production
copy and Operational and MIS reporting load on Main DC can be better utilized for
OLTP transactions.

Existing Reporting Tools and mechanism: In the existing setup, all the four
Zonal (Main) DCs running with an Intermediate Report Server (IRS) Portal and
Enterprise Reporting(ER) Portal, catering the needs of Operational, MIS and Adhoc
Reporting requirements.

Operational and MISReports:BSNL shall arrange all the Reporting requirements

during the SRS stage. Bidder shall consolidate all the requirements and enable them
in the EDRS and also append/modify further as per the BSNLCO/ITPC guidelines time
to time.

2. Report Categories:

Bidder shall enable all the enterprise reporting requirements along with a well defined
data warehouse set up connecting with all the enterprise applications and enterprise
management system. Bidder shall submit a detailed proposal document covering all
aspects mentioned below and ensure industry standard BI tools implementation to meet
the desired requirements:-
a. Applications O&M and MIS Reports
b. Applications Performance Reports
c. Enterprise Database Reports
d. Enterprise Hardware Reports
e. Enterprise Storage Reports
f. Enterprise Infra Reports
402
3. Features: Bidder shall enable the features mentioned below :-

a. Reports Frequency : Daily/Weekly/Monthly/Quarterly/Yearly(financial year)

b. Geography Filters: Pan India/Zonal/Circle/SSA/Exchange
c. Access Privileges: Zonal/Circle/SSA/Role Based
d. Drilldown Reporting : Circle/SSAs/Exchanges
e. Graphical Reports
f. Archival and Data Retention Policies( Configurable )
g. Automatic SMS and Emailing
h. Escalations
i. Data Security
j. ETL Tools

4. Training on the Development of EDRS to BSNL Core Team: Bidder shall arrange a
detailed training schedule on the development of enterprise data warehouse and
reporting(BI) tools, to the BSNL Core team, to enable them design, develop, implement
the EDRS and also impart the end user training. Necessary documentation in this regard
shall be enabled by the bidder.

5. Sample Reports: BSNL shall arrange all the Reporting requirements during the SRS
stage. Certain sample reports are given below.

Management Reports
Order Pendency -- As on :………
FTT
No. Of FTT Leas
Landli B H- DSP I CU Centr
Zone Exchang H- ed
ne B Voic T N G ex
es BB Line
e
South Zone
East Zone
West Zone
North Zone
Pan India
Summary

Management Reports:
Zone wise
Order Pendency -- As on :………
FTT
No. Of FTT Leas
Landli B H- DSP I CU Centr
Circle Exchang H- ed
ne B Voic T N G ex
es BB Line
e
Andhrapradesh
Chennai
Karnataka
Kerala
Tamilnadu
Zonal
Summary

403
Management Reports
Faults Pendency -- As on :………
FT
No. Le
TH FT
Of Lan as D C
B - TH I
Zone Exc dli ed SP U Centrex
B Vo - N
han ne Lin T G
ic BB
ges e
e
South Zone
East Zone
West Zone
North Zone
Pan India Summary

Sample ORDER - Reports

Order Type,Order Sub Type Wise Booked/Pending/Completed Orders
Status Wise Orders
Reconnections from closures
Day Wise Created Clarity Orders
PCO Provisions/Closures
CRM Submission In Progress Orders,Clarity Orders which are not in INPROGRESS.

Clarity not hit Orders Details

CRM Orders Details
Pending Orders Details(SSA wise,Order Type wise,Pending Task wise)
Pending Suspend and Restore Orders
Dunning Orders Summary Report
Switch wise Error Orders
Error Orders Details
Probable IC Provisioning missing cases in Restore orders
Activitites Pending at AOs/Cos for Approvals
Reconnection Orders Details
User wise Pending Orders
CUG Completed Orders
Open,TNF Orders
Refund Orders(Cheques Not Posted)
Churn Analysis Report CLSVO
ISRs with Approval Failed status at AOTRs/COs
Metasolve NIB Error and Inprogress orders Report
NGN NMS Errors/In Progress Orders details
Pending NGN Orders
NPC orders with Plan Wise details
BB Provision orders with Plan details

404
 Faults Reports
Complaint Type Wise Booked/Cleared Faults
SSA Wise Booked/Cleared Faults
BB Faults Report
Summary Line staff Summary
LL Daily Pending Faults Report
BB Daily Pending Faults Report
Exchange wise Repeat Complaints
Pending Faults Details
Clarity not hit Faults Details
Pending MSOs
Faults Details
Details
Not Submitted Faults
Faults Routed To Other SSAs
Technical Adjustments
Line staff Details

FTTH Reports
Details
OLT Name wise
Active Connections
OLT IP wise
OLT OWNER wise
Orders Pending Orders
Booked Complaints
Faults Pending Complaints
Cleared Complaints

PMS Reports
CMD Info:: Day Wise Payment Summary Details
PMS Performance Collections
User wise Stats
Scheduled & Unscheduled Batches
Online Collection Report
Online Cheques/DDs challans
Third Party Payments
Online Counter Status Report
Pending Mee Seva Payments
Portal Payment Statistics Circle Wise
Post Office Payments
LC Payments Report

Franchisee Reports
Sales Franchisee Commission Module - Document
Sales Franchisee PLAN Vs MONTHLY RC
FRANCHISEES LIST

405
 Sales commission structure for MOU Work/
Maintenance Franchisees
FRANCHISEE Wise Completed Month Wise Orders
Details
FTTH Voice completed Orders Booked through
Franchisee
FTTH BroadBand completed Orders Booked through
Franchisee
Sales Franchisee Commission Report - Provisional
FTTH Work Franchisee Commission Module -
Document
FTTH WORK FRANCHISEES LIST
Maintenance FRANCHISEES LIST
FTTH Work Franchisee
FTTH Work MOU franchisees list with revenue share
percentage
FTTH Work Franchisee Commission Report -
Provisional

Service Manager(SM Docket) Reports

Open
Work In Progress
Reopened
Daily SM Tickets Report
Location wise SM Tickets Details
Resolved Group,User wise SM Tickets
Circle,Date wise Resolved SM Tickets
Daily Analysis of SM Tickets
TT Pending Summary
TT Pending Details
Assign Group wise pendency Details

Udaan - Lead Management Reports

Circle, SSA and PreLead Status wise counts
Circle, SSA and Lead Status wise counts
Pending PreLeads Report
PreLeads Pendency Report
Pending Leads Report
Udaan_Webcsr_Users_List
Udaan_Stl_Users_List
Udaan_STL_SA_Mapping_List
Udaan_Smscsr_Users_List
STL wise Leads details
STM wise leads details
STL/STM wise Lead and Order status wise report
STL and SSA wise Statistical Report

406
Udaan SSA Daily Report
Source Status, Request Resource and Request Status Report
Area Request Report
Area Source Report
Quarterly Reports STL and SSA wise
Target_Entry_Report
SA Activity Report
SA/STL Reimbursement Report
SA/STL Incentive Report
STL Achivement Report
Pre lead and Lead status wise Report
Pending SMS Preleads and Pending Leads
Leads and Preleads Pending and completed Report
Leads and Preleads Pendency Report
STL Wise Pending Leads Report
Circle Wise Pending Pre-leads and Leads of New Connections
Daily Monitoring of Preleads - Status and Call Center Performance for conversion
Circle wise pending NTC orders count --All Channels
Pending NTC orders more than 3 days Details --All Channels
Social Media - Preleads status report
Daily Prelead to Lead and Lead to Order Booked Status Circle Wise Report

BSNLCO/Zonal Reports
Circle / SSA wise VIP
Circle / SSA wise VVIP
Dir. CFA Reports
Daily Report by CGMs to BSNLCO
Nil CDR/IPDRs Reports
Repeat Faults
Broadband Reconnections
BB USO Details
Historical comparison of working connections
Portal Payments
Email/Mobile Tagging Details w r t LL/BB/FTTH
Error CDRs and Master less Details

407
 i. The Enterprise data warehouse and reporting System (EDRS) shall include the
requirements for comprehensive implementation.
ii. EDRS shall take care of the enterprise wide reporting need and shall have the
components for building comprehensive data warehouse and MIS reporting
environment. Some of the components and the requirements for EDRS are
mentioned below. Bidder shall meet additional requirements during implementation
and contract period as per BSNL business needs.
iii. A detailed implementation plan shall be given by bidder along with the technical bid.
iv. Enterprise data warehouse and reporting System (EDRS) components
v. EDRS solution shall have components like Enterprise reporting portal having
capability to show reports in a dash-board like environment, Staging Servers, ETL
Servers, Data warehouse Server and Industry standard SDI compliant data model,
ETL tools with the capabilities to pull structure as well as un-structure data, sized
for the tender requirements.
vi. Brief requirement of each of the components of the Enterprise reporting system is
given as below: The requirements are listed in the order as ETL tool (Batch mode ,
change data capture mode), Big data technology infrastructure, Tele-communication
data model, Reporting layer & Advance Analytics (Predictive Analytics), Hardware
requirements, Database etc.

6. ETL(Extraction Transform and Load) Tool

i. The ETL tool is required to capture the data from various source systems within the
BSNL domain. The data from the source systems will be available in multiple forms,
e.g. CDRs, xDR, data will be available in text file formats whereas some of the data
needs to be pulled directly from the source systems using change data capture tools
for doing the real-time data analysis.
ii. The technical Specifications required for the ETL tool is given below in the ETL tool
section and change data capture section.
iii. The proposed ETL tool shallhave the following capabilities.

6.1 Extraction
i. The data from the mediation system will be available in the form of text file, the
proposed tool shall support data capture from these text files E.g. CDR and xDR data
will be available in the form of text file. This data needs to be uploaded from the text
file into the centralize data-warehouse database. There will be other applications
also, which will provide data in the text file format only, the tool shall support data
capture from those files also.
ii. The tool shall have data GUI interface to allow the developers to preview data from
the source systems.
iii. The tool shall support Parallel Extraction from single/multiple heterogeneous sources
(databases, text Files etc.).

6.2 Load
i. The tool shall have ability to load data into multiple heterogeneous targets at the
same time.
ii. The tool shall have capability for incremental data loading into the tables.
iii. The tool shall have capability to generate notification of rejected records on account
of Database constraints.
iv. The tool shall have ability to drop and recreate indexes and constraints as part of the
load job.
v. The tool shall support Error handling.
vi.
6.3 Connectivity
i. The tool shall have ability to connect to multiple heterogeneous sources e.g.
databases, text files etc.
ii. Upgrade of the ETL platform shall not necessitate upgrade of the source or target
databases.

408
 6.4 Transformation
i. The tool shall have extensive library of built in transformations rules so as to
minimize writing of code.
ii. The tool shall have capability to handle aggregation of data.
iii. The tool shall have capability to join heterogeneous data from multiple sources
without the need of staging server.
iv. The tool shall have capability to support SQL execution within any stage in the ETL
flow.
v. Ease of Use / Developer Productivity
vi. The tool shall have GUI framework for defining data transformation rules regardless
of the database type of source and target systems.
vii. The tool shall have ability to easily and interactively debug data transformation logic.
viii. The tool shall have ability to reuse individual source, transformation and target
definitions.
ix. The tool shall support, No loss of work and data, in case of temporary connection
failures.

6.5 Performance and Scalability

i. The tool shall have capability to scale horizontally and vertically to support high
performance and scalability requirements.
ii. The tool shall have capability to Load Balance the data load.

6.6 Administration / Deployment Management

i. The tool shall have single administration console for user management across
multiple environments.
ii. The tool shall supports concurrent, multi-user development environment.
iii. The tool shall support easy deployment in centralized or distributed deployment
strategies and support for complete release management.

6.7 Security

i. The tool shall have ability to define separate security rules for various environments
(Development, Quality Analysis (QA) and Production).
ii. The tool shall have Security layer built into the ETL tool, with authorization objects specific
to ETL so as to protect changing of objects from outside of the ETL tool.
iii. The tool shall have security support for deployment or user security for release control.

6.8 Data Quality

i. The ETL shall support Data Quality as a part of its single platform. This is an essential
component to manage the Quality of the data being loaded in the Enterprise Data
Warehouse.
ii. The Data Quality tool shall have same User Interface as the ETL tool to enable easy
integration between ETL mapping/work flows with Data Quality Workflows.
iii. The tool shall support standards based customization to support the current as well future
requirements
iv. The tool shall be well integrated with other components of the BI system at the metadata
layer.
v. The data Quality tool shall provide pre-built metadata package for standard ERP
applications.
vi. The System shall also provide tool to monitor the quality of data on-going basis.
vii. The tool shall include support for data profiling which shall support following analysis
viii. structure discoveries,
ix. Various Statistical Analysis
x. Outliers Detection and Percentile reporting
xi. Redundant Data Analysis
xii. Drill through analysis from graphical reports to transactional data
xiii. ETL tool : Change data capture Tool for real time capture for the data from the database.

409
 7. Specification
i. Change data capture tool is required to support data transfer between multiple databases
in real-time in a heterogeneous environment. BSNL is having multiple systems using
different version of databases. Data warehouse solution will be required to capture data
from multiple databases and load it into the centralized data warehouse database in real
time fashion. Following functionality is desired from the change data capture tool.
ii. Tool shall have capability to support data replication in real time between heterogeneous
databases.
iii. If any of the servers in the chain fails or there is a failure in the network, then after
restarting the particular server or after regaining the network, all data which is entered
into the source database shall automatically be replicated to destination databases. No
manual command/ operation shall be given/ done to achieve the desired replication.
iv. Tool shall have centralized console to manage all the databases and it shall be able to tell
the status of data replication at any given time during the replication process.
v. The web based front-end shall be available to access and manage the replication.
vi. The solution shall be able to store data in its queue for multiple days/months in case of
network/target server is down.
vii. The solution shall not create tables/objects in the source database to replicate data to
other sources.
viii. There shall be complete maintenance of logs of how many inserts, deletes, updates have
occurred at each DB &To send runtime statistics through report.
ix. The replication shall occur on filtering basis (transformations) within a table.
x. The solution shall have low latency at production load level and have low impact on
source Database servers.
xi. The solution shall be able to handle deferred apply of logs on the target system /
database.
xii. The solution shall support compression and industry standard encryption while
transferring data from source database to target database.
xiii. Seamless with other Digital Ecosystems by providing the ability to integrate easily and
expose APIs for inbound interactions and access to relevant data needed for such
transactions.
xiv. Solution should have Complex Event Processing capability to collate events from multiple
sources in real-time and detect contexts

8. Enterprise Reporting Software –Web Portal (Business Intelligence platform)

8.1Specifications
i. The specifications listed below layout the requirements of a web portal required for
reporting needs of BSNL middle level & top management for this project. The users shall
be able to login and access the portal based on their privileges. The web based reporting
software shall have following features:
ii. It shall be able to pull and analyze data from multiple data sources.These databases
may not have same data structure hence an ETL tool shall be used to do reporting as
required in this tender.
iii. There shall be drill down capability in each presented report. The level of drill down shall
be finalized in the SRS phase.
iv. It shall have inbuilt capacity to build graphs, charts of parameters in the reports on the
fly.
v. It shall be possible to download reports for power users and optionally for normal users
depending upon the policy.
vi. Online help feature to get the desired functionality.
vii. Advanced and single point Manageability and administration features including
Manageability of Users, Folders, Servers, Objects, User Groups, Server Groups,
Authorization and Settings.
viii. Users shall be able to see only those reports for which they are authorized to
view/download. They shall also be able to navigate the folder based tree structure for
easy access of reports.
ix. The Platform shall support appropriate caching mechanism on the server.
x. The BI content shall be compatible with all Mobile OS i.e. Blackberry, Andriod, iOS
410
 without redevelopment of reports.
xi. There shall be flexibility of GUI for business users to develop reports, interface like
Microsoft office etc. shall be compatible to access the semantic layer and allow to build
reports.
xii. Each user shall be able to get scheduled reports on his chosen email ID and/or mobile
phone through SMS.
xiii. Ad Hoc Reporting
xiv. Alert notifications
xv. Time Triggered Scheduling
xvi. Event Triggered Scheduling
xvii. Fail over, Load Balancing and Clustering
xviii. Object and Folder level Security
xix. Support for full inheritance and 3rd party security systems including LDAP and NT.
xx. Interactive DHTML Viewing
xxi. Change Control
xxii. Multiple Export format support including PDF, MS XL, MS Word, RTF and HTML
xxiii. Objective model programmable administrative control mechanism.
xxiv. Report Streaming
xxv. Parameterized reporting and sorting
xxvi. Caching
xxvii. Cross Platform Deployment

8.1.1 Business Semantic layer

i. The platform shall support the ability to build a business semantic layer that translates
data source technical names (table name/column name) into to business terms to
enable the business user to define information requirements without the need to
understand underlying data source technology.
ii. The semantic layer shall integrate data from both relational sources as well OLAP
sources.
iii. The semantic layer shall be able to integrate multiple data sources/databases in a single
layer and present single information view to the user.
iv. The semantic layer shall support all kinds of joins required in the reports. The report
design software shall have following features:
v. Multiple report types including Mailing Labels, Cross Tabs, Drill Down, OLAP, Conditional
and Top N reports
vi. DHTML, ActiveX and Java report viewers
vii. Parameter prompts via web
viii. Local printing and export from viewer
ix. Support for Vector based Images
x. OLE 2.0 Support
xi. Formula expert, customs functions and display string formatting
xii. Report parts for wireless and portal integration
xiii. Unlimited SQL commands
xiv. Web portals shall necessarily have the OLAP functionality built in the system to meet the
performance requirement of the web portals.
xv. The molap capability in the platform to build custom analytic applications
xvi. It shall restrict vague queries in the reporting software. Policies in this regard shall be
user configurable by the administrator.

8.1.2 Dashboards and Adhoc Query

i. Reporting and Adhoc Query shall be available in form Web- based environment that is
designed for users who want to create new analyses from scratch or modify and change
existing analyses that appear on dashboard pages.
ii. The business user shall be able to create dashboards and Adhoc reports based on
semantic layer.
iii. Analysis & reporting layer shall provide a single user interface for ad-hoc query,
reporting & analysis against relational, OLAP and flat file data sources
iv. Analysis & Reporting layer shall enables user to view data in several ways, such as
tables, charts, pivot tables, map views, “narrative views” and “compound views.”
411
 v. Platform shall provide capability for Dashboards to be personalized and automatically
display data based on the user’s identity or role.
vi. Platform shall provide the capability where in Measures, descriptive attributes, filters,
sorting patterns, sub-totals, charts, and pivot table views can be added, deleted, or
changed from within the dashboard, after a user makes all the changes, the new
analysis can be saved and shared with a group of users.
vii. Platform shall provide complete interactivity with dashboard content by selecting
prompted values and filtering data; drilling on charts or tables to access detail;
changing the sort order or sort direction of columns; maintaining context and moving
to a different analysis by automatically passing constraints; or selecting columns to
display.
viii. platform shall provide capability to embed a BSNL “portal“, web page or image on the
Internet/intranet, a Word document, or Excel workbook on the dashboard
ix. Platform shall utilize the cascading style sheet standards. It shall be possible to modify
dashboard styles by changing these style sheets, even providing different styles or
“skins“ to different groups of users.
x. Enterprise Reporting
xi. Platform shall provide a highly scalable reporting server that generates and delivers
reports from multiple data sources, in multiple document formats, via multiple delivery
channels
xii. Platform shall provide capability to create highly customized report format, layout, and
output in order to create pixel-perfect reports,
xiii. Platform shall provide capability to separates the definition of the data to be aggregated
into a report from the format in which the report is to be published.
xiv. Platform shall provide multiple delivery options for generated reports. it shall be able to
publish them to online folders via WebDAV; shall be able to be attached to email for
distribution; shall be able to send Enterprise Print Servers; shall be able to place them
on a file server from which they can be FTPed.
xv. Platform shall have native Job Scheduling facilities and shall also be have capability to
integrate with external Job Scheduling systems to drive batch reporting.
xvi. An Action Framework in the platform with ability to invoke a workflow, web
services/content, java method/procedures and an alerting engine for notifications in
response events/exceptions
xvii. Platform shall provides integration with Enterprise Printing Servers and Enterprise
Printers (that support IPP and LCUP protocols) for volume printing
xviii. The Report Builder shall generate multiple layouts, including HTML, PDF. It also shall
provide an interactive, on-line format for delivery over the Web
xix. The platform shall support multiple Export format support including PDF, MS XL, MS
Word, RTF and HTML
xx. The platform shall support features like interactive data sorting, parameter filtering, and
report reformatting without refreshing the database.
xxi. The platform shall support Flash/HTML5 in reports to enable what-if analysis with in
reports.
xxii. Solution should have search capability to search the reports within the reports
metadata. To be able to do Secure Enterprise Search and Faceted Search

8.1.3 Enterprise Data search

i. The platform shall provide google kind search capability on data warehouse
ii. The platform shall be able to Search across all data sources, the users simply enter a
few search keywords to find the most relevant information instantly from across all data
sources.
iii. The platform shall support search on key words as well part key words.
iv. The platform search shall provide contextual search results to the users based on the
search key words
v. The platform shall automatically provide contextual search results based on the search
key word and generate the relevant chart which best represents the data.
vi. The database may only index new data which has been imported since the last backup/
indexing process, instead of indexing the complete database again.
412
 vii. The platform shall be scalable to handle petabytes of data efficiently.
viii. The platform shall support crawling on Blogs, static web pages, news feed etc.
ix. The platform shall have browser based user interface to pass the search input
parameters and search result should display on browser itself.
x. The platform shall have capability to modify and customize the user interface as per the
requirement.

8.2 Performance Management and Scorecards

i. Platform shall offer integrated Scorecard and Strategy Management that enables the to
achieve alignment between top-level strategic goals, cascaded through a series of
objectives, and monitored in real-time through integrated KPIs, or Key Performance
Indicators
ii. The Platform shall provide KPI Builder which will allow users to build Key Performance
Indicators to be used within scorecards and dashboards.
iii. KPIs shall have the ability to trigger actions such as Email alerts, ERP workflows and
BPEL processes, Invoke Web Service, Execute Java methods
iv. Platform shall provide capability where in while viewing KPIs, Initiatives or Objectives
business users can initiate discussion threads and attach related documents to
collaborate with other users
v. General System Requirements
vi. The system shall be flexible allowing:
vii. Users to define screen layouts according to security permissions without IT or external
assistance
viii. Users to define data entry form layouts according to security permissions without IT or
external assistance
ix. Users to define report layouts according to security permissions without IT or external
assistance
x. The system shall support standard mathematical calculations including:
xi. Percentage calculations.
xii. Average calculations.
xiii. Aggregation calculations.
xiv. Addition, subtraction, multiplication and division calculations.
xv. The system shall have the ability to select a sample of Performance Indicators at
random, in order for internal audit to check the accuracy of the data
xvi. Functional Requirements
xvii. Performance indicators
xviii. The system must work from an ‘input once / update many’ platform, where updating a
particular PI in the solution will dynamically update it in all reports
xix. The system must allow users to define performance indicators, including, for example:
Vital Sign indicators, Performance Indicators
xx. The system must allow users to specify the processing and reporting details for each
performance indicator, including:
xxi. The user responsible for providing the data
xxii. The priorities, themes, outcomes, keywords etc associated with the PI
xxiii. Frequency of receipt of data from operational systems
xxiv. The polarity of the indicator to show high outturn as ‘good’ or ‘bad’
xxv. Validation checks
xxvi. The system must support:
xxvii. Setting future targets for performance indicators
xxviii. The ‘real-time’ changing of these targets by a designated set of users or super-users
xxix. Storage of actual results against historic targets for performance indicators
xxx. The system must support changes to performance indicator definitions, including:
xxxi. The removal of PIs from plans / reports
xxxii. Changes to the links for performance indicators, dynamically updating all calculated
information, e.g. aggregates, averages, etc. for all levels in the hierarchy.
xxxiii. Updates to the performance indicator definitions, dynamically updating all calculated
information, e.g. aggregates, averages, etc.
xxxiv. The system must support the export of individual goals to HR systems.
413
 xxxv. Data Collection
xxxvi. The system must allow performance data to be collected at all levels.
xxxvii. The system must support both quantitative performance data and qualitative
information.
xxxviii. Allow for contextual, qualitative, explanatory information to be collected alongside
performance results
xxxix. The system must support import of performance data from:
xl. Files produced by operation systems.
xli. Performance data stored in Excel spreadsheets
xlii. The system must allow users to create and amend multiple data collection forms for use
as templates for manual data entry, with no external of IT user involvement.
xliii. The system must allow different templates to be associated with performance datasets
entered by specific users.
xliv. The system must support direct entry of performance data, including:
xlv. Direct entry using basic screens
xlvi. User defined data entry forms
xlvii. The system must validate all received performance data, carrying out simple, user-
defined validation checks to check accuracy
xlviii. The system must allow different data collection frequencies for performance data, within
the same data collection channel
xlix. The system must show what data that is missing, has been collected or is not due for
collection.
l. Reporting requirements
li. Can reports be configured to specific needs during and post implementation
lii. The system must allow reports to be easily produced and modified by users with basic,
end-user IT expertise, with no reliance on implementor or the vendor
liii. The system must allow the user to save ad-hoc / newly created reports in report
repository for repeat production
liv. The system must allow the user to have drag and drop functionality for report
construction
lv. The system must enable filtering of results available within reports
lvi. The system must have flexibility to export data to other tools, including Excel for further
analysis
lvii. The system must enable user defined headers and footers in reports
lviii. Customizable report generation software/ module should be integrated which support
generation of graphs/documents/xls spreadsheets/ pdf documents.
lix. The system must allow reports to be;
lx. Read on screen
lxi. Emailed
lxii. Printed
lxiii. Exported to other formats – such as Word / PDF / XML / HTML
lxiv. Published to web
lxv. Distributed automatically, i.e. pushed to web, or via email
lxvi. Published automatically to system defined permissions
lxvii. Does the product support exception reporting;
lxviii. For PIs failing to reach target (user defined thresholds)
lxix. Or actions overdue
lxx. Can exception reports be run by theme, service, dataset, etc
lxxi. The system must enable data to be presented graphically with charts and graphs, as
well as producing tables
lxxii. The system must allow for contextual or qualitative data to be reported alongside
quantitative performance indicators
lxxiii. The system shall allow accompanying text be categorised to be viewed by different
audiences.
lxxiv. The system must allow for easy retrieval and reporting of PIs and information linked by
and to organisation, theme, directorate, service, outcome etc
lxxv. The system must handle different reporting timetables for differing audiences, and the
differing timeliness of data within one report, i.e. a management report may show a
range of indicators, with annual, quarterly and monthly data
414
 lxxvi. The system must allow reporting on a wide variety of data and information across
multiple indicators, objectives etc in one report.
lxxvii. The system must enable reporting of performance against local, regional or national
targets, benchmarking results and historical performance
lxxviii. Does the system support summary screens for;
lxxix. Executive Dashboards
lxxx. Balanced Scorecards
lxxxi. Traffic light indicator view
lxxxii. The system must support the ability to report on a wide range of variables including:
lxxxiii. Numerical figures (cash, pure numbers etc)
lxxxiv. Text based narrative
lxxxv. Percentages
lxxxvi. The solution shall be sufficiently flexible to allow managers with administrative support
to set up and modify their own screens, within agreed permission
lxxxvii. The system must store generated reports. Please state the version control facilities and
the automatic dating of reports run using the system
lxxxviii. Integration Issues
lxxxix. Outlook
xc. Microsoft Office suite, including pre-defined templates.
xci. Data Warehouse, specifically SAP Business Warehouse
xcii. Methods of Integration / Interfacing
xciii. We are planning to use integration tools such as middleware. Please indicate which
integration tools have been successfully used with your product.
xciv. The solution must be able to accept uploads of data from various partners in various
forms (some of which may be encrypted), including but not exclusively: CSV files, XML,
XML schemas, text files
xcv. The solution must be able to produce downloads of data to various partners in various
forms (some of which may be encrypted), including but not exclusively: CSV files, XML,
XML schemas, text files (extract data)
xcvi. Disconnected Dashboard should have mandatory integration with all Mobile application
like Android, iOS, Symbian, Blackberry, and Windows Phone
xcvii. Content Management and Search for BI
xcviii. The platform shall support ability to define information about reports so that other users
can understand the business question that report is answering.
xcix. The platform shall provide search functionality where the user can quickly search an
existing report.
c. The search engine of the platform shall support stemming in words (e.g. match
geographic to geography) as well as suggest for alternatives to cater for spelling
mistakes (e.g. sales by geogrophy)
ci. The search result shall be ranked in the order of relevance and searched words shall be
highlighted
cii. Proposed BI Solution should have integration with SAP ERP systems
ciii. Information Discovery Tool
civ. The solution shall be able to combine structured and unstructured data and metadata to
understand key metrics in their relevant context e.g. social sentimental analysis of BSNL
customer along with his information stored in the CRM data.
cv. The solution shall support comprehensive type of unstructured data sources such as
social media, websites, content systems, email and free flowing text in database
cvi. The solution shall provide exploratory search capabilities on both structured and
unstructured data sources and provide intuitive guided navigation capabilities.
cvii. The solution shall have intelligent language processing capabilities so as to extract
themes and sentiments from unstructured data sources.
cviii. The solution shall have intuitive end user features like automatic type-ahead, automatic
spell correction, Boolean and wildcard search etc. on both structured and unstructured
data sources.

B) BI Tools

415
 9. Real Time Decision ( Real time recommendation Engine)

i. The solution shall provide real time recommendation capabilities during any customer
interactions e.g. if a BSNL customer has applied for top up on his pre-paid mobile then
the system shall look at the customer’s profile in the system and shall give intelligent
recommendation to but any additional product OR plans offering to improve on the
revenue.
ii. The solution shall have capability to provide personalized and optimized customer
experience by providing optimum service treatments like offers and promotions.
iii. The solution shall enable real time decisions at point of interaction across multiple
channels – call Centre, website, POS etc.
iv. The solution shall have self learning capability to learn from each interaction BSNL’s
customer has with BSNL via various channels and take best action with embedded rules
and predictive analytics e.g. providing information to the call center operator about an
offer based which the customer is most likely to buy, this predictive analysis shall be
based on the past interaction the customer had with BSNL.
v. The solution shall keep record of each interaction as it happens, and automatically
discovers important correlations between data from different sources and provide
appropriate business reporting for proactive and strategic decision making.
vi. The solution should provide the facility to generate dashboards that can be used by
authorized users without having access to the BI server / Internet. This is expected to
be based on the data available in the system at the time of generation of the report
vii. Disconnected Dashboard shall have mandatory integration with all Mobile application
like Android, iOS, Symbian, Blackberry, and Windows Phone.
viii. The solution shall also store analytical assets built for Social network Analytics,
Customer Churn Analytics, Cross-Sell Upsell Modeling be stored in a central repository,
making it secured, easily shareable, reuse models and other assets and standardize best
practices.
ix. The solution shall also help protect the business by controlling access to analytical
assets and by using version control to ensure that the right copies are being used in
production processes.
x. The solution shall also publish information easily from within analytic tools – developing
custom interfaces for running those processes and giving analytical power to business
users to control how they see and use analytics.

10. Business intelligence specific to Enterprise / Retail Sales

10.1 ANALYTICS DASHBOARDS

a. Dashboards: Pre-configured customizable dashboards & reports required for
Sales, Marketing, Service & Order Management
b. Ability to set up customized dashboards around key KPIs
c. Reporting: Create standard / custom reports to assess success of campaigns
d. Drill through capability: Support full drill-through within reports

10.2 SALES PERFORMANCE MANAGEMENT

a. Sales Pipeline Management: Various reports & analysis based on pipeline
b. Product / Region / Geography / Company / Vertical wise etc.
c. Special reports like Top 10 deals
d. Key Performance Indicators (KPIs): Central repository for defining key
metrics and scorecard.
11. Business Intelligence Use Cases to be configured but not limited to

11.1 Behavioural Segmentation :

a) Segmentation on the basis of behaviour exhibited by the customer derived
through available CDR, CRM and other network data like Social Media etc.
available to Target customer on the basis of their profile
b) Identify customer which can be tagged as high value customers for the BSNL
for Loyalty programs, High value customer retention by proactive churn
416
 management, Service experience management, Call centre experience
management
c) Assigns to each new customer a value segment (high, medium or low) to
which they are likely to belong after 60 days of usage for Customer
handholding, Assess ROI on new acquisition, Stimulate service usage for the
medium and low value customers
d) Continuous availability of predicted age and gender for each customer

11.2 Churn Prediction

a) Combine and enrich customer and network data to predict impact of QoS on
churn - Take corrective action to improve KPI resulting in churn
b) Develop churn prediction algorithm which will be able to identify list of
potential churners among high value customers - Retention campaigns to
potential churners, Service call to high value customer being flagged as
potential churners.
c) Fastermind Advanced Analytics automaticallyidentifies the most likely
churners based on predictive analytics before the customer has made the
decision to terminate the contract – for Retention Campaigns.
d) Identify the subscribers who are most likely going to reduce their usage of
BSNL services. Enables early reacting to revitalize customer relationship– for
Retention Campaigns.
e) Predict churners and their port-out destination to competition– for Retention
Campaigns.
f) Estimate the revenue loss or potential revenue increase for each individual
customer - Reporting & revenue management

11.3 Advanced Analytics: RTD Upsell use case

a) 90% of monthly data/voice quota used - S/M/L/XL package extension offer
b) New product launch : Find right customers for a new product to be launched
c) Best Next Product: Predict most likely customers for each product and the
most suitable product for each customer
d) Top-up Optimization: Automated target group selection identifies the most
appropriate customers for the top-up campaign

11.4 Advanced Analytics: RTD Cross sell

a) Customer accesses data services between eg. 10 pm – 06 am etc - Send
night data package offer
b) User makes 5th international call within a week - Offer short-term
international call bundle
c) 10th call to the same number within a week - Offer friends and family package

11.5 Advanced Analytics: RTD Notification

a) Network congestion detected in the area - Send apology message
b) No data usage for a week – proactive cutomer care intervention
c) New customer added to CRM -Send welcome message
d) Customer has not used data services within the 1 st week - Advice how to
configure data access in the device
e) 2 weeks old subscription - Send a link to “how are we serving you”
questionnaire

C) Law Enforcement Agencies (LEA) Data warehouse Solution

12. As part of the regulatory requirements, BSNL has to store the customer IPDR’s for a
minimum period of 13 Months online with a proper data retrieval mechanism to
enable the authorised persons to answer to the (Law Enforcement Agencies) LEA
queries based on the customer (IP Data Records) IPDR’s.

417
13. CDR data warehousing system to collect a copy of the customer IPDR’s from the
Mediation system and the required fields to be stored in a properly partitioned
database. The system should have a Graphical user interface which needs to be
extended to all circle nodal officers/authorised BSNL personals with separate user
credentials, to enable them to answer various LEA queries based on the customer
IPDR’s. The database to be partitioned in such a way that the required information to
be retrieved quickly. Any delay in retrieving the information may have a serious
security / legal consequences.

13.1 Data warehousing system should be capable of storing 13 Months of Online IPDR’s.
13.2 Database to be partitioned properly so that the queries to be processed quickly.
13.3 Application should have a GUI wherein authorised BSNL personal can input required
data like IP address, time etc. and execute various queries as per the LEA
requirement.
13.4 System GUI should have the capability to input IP address, time of usage to obtain
the customer information which needs to be pass on to the LEA authorities.
13.5 The dimensioning of the system to be done for the ultimate capacity of 15 Million Data
customers envisaged in this tender.
13.6 Data warehousing system to be integrated with the Data Mediation systems of BSNL
for pulling a copy the raw IPDR’s.
13.7 System should have the capability to load the required fields of Raw IPDR’s to its core
Database.
13.8 Should be integrated with the Tape backup system so that a copy of monthly IPDR’s
to be available in Tape library also.
13.9 System should have the capability to store and retrieve information for IPV4, IPV6 and
dual stack customers.
13.10 Provisions should be available to give the bulk input in a file format so that the
required information to be retrieved in an output file.
13.11 In the case of CGNAT (Carrier Grade Network Address Translator) cases, Data
warehousing application to be integrated with the CGNAT e-log servers of BSNL to get
the co-related customer details. In this case the LEA agencies to provide public IP and
port information, based on which private IP assigned to the customer to be found out.
13.12 The authorized BSNL person should get a single User interface to handle the LEA
queries for NAT’ed and Non NAT’ed Public IP pool.
13.13 The Data warehousing application to be integrated with the ITPC servers which
contain CAF details, to get the customer details for the corresponding userID.

13.14 Sample reports to be generated by the Data warehousing system for single as well
as for the bulk input.

(a) Specific Time Reports

LEA Report for a Specified Time and IP Address
LEA Report for a Specified Time and User ID
LEA Report for a Specified Time and MAC ID

(b) Range in Time Reports

LEA Report for Time Range and IP Address
LEA Report for Time Range and User ID
LEA Report for Time Range and MAC ID

13.15 As per DOT instructions the following are the list of parameter which should be show
in the Report for any LEA case.

a) Name of the person/ organization

b) Address
c) Contact No
d) Alternate contact No.
e) E-mail Address
f) Landline/MSISDN/MDN/Leased Circuit ID for internet Access
418
 g) User ID for internet Access based on authentication
h) IP address assigned
i) Static/Dynamic IP Address allocation
j) Source port of the IP address in case of NATING
k) IST Start time of IP address allocation (hh:mm:ss)
l) IST end time of IP address allocation (hh:mm:ss)
m) Start Date of IP address allocation (dd/mm/yyyy)
n) End Date of IP address allocation (dd/mm/yyyy)
o) Source MAC Address/ Other device identification number

13.16 Additional details to be shown in the report for CGNAT cases

a) Start Date of IP address allocation (dd/mm/yyyy)

b) End Date of IP address allocation (dd/mm/yyyy)
c) Source IP Address
d) Source Port
e) Translated IP Address
f) Translated Port
g) Destination IP Address
h) Destination Port

14. Proposed solution shall be able to meet below mentioned SLA.

Sr. Estimated Estimated
No. Time Time (With
CDR Type Duration Query For (Without Co- Co-relation)
relation)

NAT LOG- Up to 24 Hours 3 Min 10 Min

Usage CDR
1. Report/DOT Up to 6 Months Single 1 Hour 4 Hours
Report. Number/user
Up to 12 name 2 Hours 8 Hours
Months

NAT LOG- Up to 24 Hours 1 Hour 4 Hours

Usage CDR
2. Report/DOT Up to 6 Months Bulk Query 4 Hours 24 Hours
Report. /Users (up to
6 to 12 Months 100 No.) 8 Hours 48 Hours

Up to 24 Hours N/A 3 Min

3. IP Query – Up to 6 Months Single IP N/A 5 Hours

LEA Report.
6 to 12 Months N/A 8 Hours

Up to 24 Hours N/A 1 Hour

4. IP Query – Up to 6 Months Bulk (up to 50 N/A 10 Hours

LEA Report. IPs.)
6 to 12 Months N/A 20 Hours

419
 SECTION – 3 - PART B-22

Database Requirements
1. General
For the various applications envisaged in this tender document, SI shall use an
RDBMS with licenses which have to be Perpetual, Full Use (without any
application level restrictions) with necessary components with features as
enumerated below:
i. Work in active – active failover mode over geographical locations.
ii. Work in a distributed mode across multiple servers.
iii. Database shall have required high availability and scalability solutions to meet
the required SLA.
iv. The solution shall support vertical & horizontal scalability with no downtime and
without repatriation or changes to the database objects or 3rd party transaction
routing mechanisms.
v. The database shall provide concurrent access from multiple servers to the single
database image.
vi. The database shall provide intelligent load balancing across all available node or
multiple standby (backup) systems
vii. Database shall provide horizontal scalability in such a manner that a new
database node can be added (or removed) dynamically, as and when required in
future, without disturbing the normal functioning of production system such as
without shutdown. This shall be online and supported by native database
clustering components
viii. Database shall be able to provide database level storage management
mechanism, which shall enable the availability by means of creating
redundancy, automatically balance the data files across the available disks, i/o
balancing across the available disks for the database for performance,
availability and management
ix. Feature for graceful switchover and switchback between the primary and the
standby databases
x. Database shall provide zero data loss capabilities to use DR environment to
offload production load. Database shall have built-in DR solution to replicate the
changes happening in the database across multiple DR Sites with an option to
run real-time reports from DR Sites without stopping the recovery mechanism.
xi. Database shall provide option of configuring DR environment in SYNC and
ASYNC mode to ensure zero data loss.
xii. Database shall provide option to do automatic repair of physical block
corruptions and validate data changes before they are applied to standby
database.

xiii. Management through Enterprise Management System as detailed in the earlier

sections.
xiv. All the APIs for integration with 3rd Party Applications shall be provided
xv. It shall allow the users to use the standby database for read-only access while
the synchronization between the primary and standby systems happen
simultaneously.
xvi. Access to all RDBMS stored procedures shall be available through JDBC, ODBC,
C and Active X
xvii. Detailed documentation shall be provided for Database Management specific to
420
 the project and the applications deployed.
xviii. GUI based tool shall be provide options to configure, manage, diagnose, patch
and tune the database.
xix. All the applications implemented shall have provision for optimizing the number
of static connections to the database using technologies like connection pooling.
All the applications implemented shall also optimize the duration of connection
to the database by using techniques like session time out.
xx. The database shall be able to support partitioning of database objects (eg.
Tables, indexes) to support linear data scalability and parallel utility processing.
xxi. Database shall have capability to Compress and store data onto low cost storage
partitions for faster performance. It shall also have capability to read and write
data in compressed format transparent to applications.
xxii. Database shall allow creation and management of many databases as one, thus
enabling rapid provisioning, cloning and upgrades, while maintaining the
isolation and resource prioritization of each databases separately.
xxiii. Database shall provide option for preventive controls on privileged user access
to application data.
xxiv. Database shall support the separation of security functionality from application
functionality and database administration functionality. This would enable
restricted access of privileged users from making any unauthorized changes in
the business transactions on the database by bypassing the application
xxv. Providing controls over who, when, where and how applications, data and
databases can be accessed. Security administrator shall define user level
privileges to control the access to the database.
xxvi. Provide network-based access control or monitoring solution which can be used
to stop SQL injection/insertion attacks on database. There shall be a mechanism
in the database wherein even if an SQL injection gets through the Network
Firewall, it is stopped at the DB layer
xxvii. Database shall provide option to stop unauthorized access from the Web to data
centers. The proposed database solution shall prevent access of unauthorized
SQL queries coming from Web/Portal/Internal users
xxviii. Shall support native optional database level encryption on the table columns,
table spaces or backups. Shall support for enhanced authentication by
integrating tokens and biometric technologies. The data shall be encrypted when
it is in static state as well as when it is moving over a network
xxix. Shall support Table space encryption so that entire application tables can be
transparently encrypted. Data blocks shall be transparently decrypted as they
are accessed by the database. Database solution proposed shall be able to
compress and encrypt data at the same time.
xxx. The proposed application and the RDBMS version shall be supported by the
RDBMS OEM. The SI will have to furnish at least 2 references of such
deployments done at the customer site.

xxxi. Database shall be compatible to the virtualization either hardware or software

and support virtual Database concepts.

xxxii. Database shall support both OLTP and real time analytical operations without
compromising on real time performance.

xxxiii. Database shall have built in support for caching of bigger tables without affecting
real time performance.
421
 xxxiv. Database shall support tracking of changed values for set of data.

xxxv. Database shall have a provision to record database access for auditing and
control purpose.

xxxvi. Database shall be Reliable, Adaptable, Scalable, Predictable, Manageable and

secure.

xxxvii. Database should have built-in DR solution to replicate the changes happening in
the database across multiple DR Sites with an option to run real-time reports
from DR Sites without stopping the recovery mechanism.

xxxviii. Database should support replication solution to replicate the changes happening
in the database in near real time mode across multiple read-only sites with an
option to run real-time reports.

xxxix. Database should support user specific masking of different fields of data so that
leakage of classified information may be prevented.

xl. Database should support the task of administration and maintenance of multiple
databases under single window.
xli.
xlii. Database shall have a provision to take backups of data in online mode and
offline mode with features of full backup and incremental backup. Also all the
backups are required to be point in time consistent.

xliii. Database should support complete and incomplete recovery/restoration of data

after data getting lost due to human errors, block level corruption, media lost
etc.

xliv. Database should have the capability to generate the alerts when the user specific
threshold of performance parameters gets breached.

xlv. Database should have the capability to generate the advisory for the ill tuned
queries getting fired on to the database.

xlvi. Database should have the capability to analyze the overall performance of
database under single window.

xlvii. Database should support in memory storage of different fields contained in data.
xlviii. Solution should support advanced database level encryption on the table
columns, tablespaces and backups with two-tiered key-based architecture.
xlix. Solution should support for enhanced authentication by integrating tokens and
biometric technologies.
l. Solution should provide mechanism/steps to avoid any performance degradation
caused by encryption process.

422
 li. Solution should support 3DES168, AES128, AES192, AES256,SHA-1 etc. Solution
should provide "salt" capability by default to plaintext before encryption so that
guessing the real application data (binary) is impossible.
lii. Solution should provide capability to encrypt data while data is travelling across
the network between the client and server.
liii. Solution should support an encryption algorithm like AES, RC4, DES, or 3DES for
data travelling over network.
liv. Encryption solution should have capability of redaction for production data on-fly.
lv. Solution should provide a pre-configured column templates to choose from for
common types of sensitive information such as credit card numbers etc
lvi. Solution should must prevent database privileged users (DBA) from using their
special privileges to access application data
lvii. Solution should enforce separation of duty for database access
lviii. Solution should must be able to restrict access to business information on a
need-to-know basis
lix. Solution should must be flexible enough to restrict access to an entire application
schema or a subset of tables
lx. The solution must ensure security policies to be enforced even if the system is
accessed from the console; i.e. firewalls are bypassed
lxi. The DAM solution should not require agent installation at the database server
lxii. Solution should provide out-of-the-box violation reports
lxiii. Solution should provide reports on policy changes
lxiv. The solution must provide out-of-the-box template for application rules such as
Oracle e-Business Suite, Siebel, PeopleSoft and SAP
lxv. Solution should support heterogeneous databases
lxvi. Solution should support monitoring of all database activities and protection
against insiders with privileged access
lxvii. Solution should support be supported by Database vendor.
lxviii. Solution should support granular monitoring of database activities with real-time
alerts and prevention of breaches (including SQL injection attacks).
lxix. Solution should support granular monitoring of queries, objects and stored
procedures and user privilege audits with real-time alerts.
lxx. Solution should generate scanned reports in HTML/PDF/XML or CSV formats.
lxxi. Agent, if required should support different versions Windows, Unix, Linux and
their different flavours.
lxxii. The ability to independently monitor and audit all database activity, including
administrator's activity and select transactions.
lxxiii. Tool should record all SQL transactions : DML, DDL , DCL and Selects and The
ability to store this activity securely outside the database - The solution should
also report SQL bind variables, statements fired from stored procedures.
lxxiv. Report on detailed SQL, including the source of the request, the actual SQL
commands, the database user name, when the request was sent and what
database objects the command was issued against.
lxxv. Report on database access including logins, client IP, server IP and source
program Information
lxxvi. Perform audits on a specific user and review all commands executed
lxxvii. Capture and report on non-administrators executing DDL
lxxviii. Build and display an interactive graphical representation of database access
activity

423
 lxxix. Provide executive summary / dashboard view
lxxx. Solution should support creation of customer defined reports without using any
third party tool.
lxxxi. The activities performed by DAM solution on host RDBMS should put minimal
acceptable overhead either in terms of hardware, software resources or
transaction latency on the host systems.
lxxxii. Solution should provide mechanism that audit log should remain temper proof
lxxxiii. The solution should provide backup and restoration facilities
lxxxiv. All the activities/ events / logs should be stored on tamperproof database on
external storage permanently
lxxxv. The solution should capable of securing database against SQL injection threats
lxxxvi. DAM solution should understands SQL grammar and should not generate false
positives
lxxxvii. Solution should support selective auditing functionality so that only required
auditing can be configured
lxxxviii. Solution should report before and after values of transactions performed on
database
lxxxix. Solution should have automated discovery of sensitive columns and parent-child
relationships
xc. Solution should provide comprehensive and extensible built-in masking
transformations like shuffle, random, conditional masking, subtraction etc
xci. Solution should have creation and reuse of custom templates for applications
xcii. Masking solution should provide integrated data sub setting
xciii. Should be able to Mask and subset in database or by extraction (file)
xciv. Masking solution have High performance and repeatable process
xcv. The database should be capable to support database level replication between
Main CDR Data center and DR CDR Data center.

424
 SECTION – 3 - PART B-23

ROLES AND RESPONSIBILITY

1.0Roles and Responsibility of System Integrator

1.1 The scope of work (SOW) for the SI has been specified in SECTION 3 PART A of this
tender document. Keeping in view the above scope of work, SI’s roles and
responsibilities are given in various clauses below.
1.2 Provide a complete turnkey implementation and assume responsibility for all integration
and implementation issues in order to deliver an operable system.
1.3 Structured Data Cabling and power cabling at Data Center.
1.4 Establishment of data centre to host the hardware and software required for all
applications enumerated in this tender.
1.5 Supply of all the software solutions as listed in the tender document along with any
other software required to run various sub-system of the data center as per the design
and architecture of the end to end solution.
1.6 All functionalities for various applications as stated in the individual specifications,
relevant to the landline, Broadband, Leased Line , FTTH, VSAT and other associated
services such as Value Added Service, etc. need to be delivered through software
implementation in this project.
1.7 Integration with the TCP/IP Intranet for CDR Collection, Service Provisioning.
1.8 Configuration, Customization & Dry run of all the software applications as per the
business processes frozen.
1.9 Collection of Data from the existing CDR system and its migration to the new system.
1.10 Regular run & Start of Operation of the software system with data migrated from
existing system.
1.11 Establishment of Disaster recovery infrastructure at each Data Centre with other
Data Center forming the pair.
1.12 Data Centre Operation in association with BSNL officials posted at DC during and
after the commissioning of Data Center as per detail given in this tender elsewhere.
1.13 Training to BSNL staff
1.14 Provide Support Service for the entire system of the DC.
1.15 The bidder shall have to furnish detailed Statement of Work comprising following
essentials along with the bid document:

1.15.1 Project Scope

1.15.2 Phase wise :
a) Responsibility matrix
b) Breakup of work
c) Deliverables
d) Program Management Team
e) Detailed Time lines
1.16 To ensure the completion of the entire implementation within the scheduled time
frame (phase wise) as mentioned in the tender fulfilling the entire tender terms and
conditions.
1.17 To ensure the system performance as per specification.
1.18 Design the System ensuring redundancy at all critical points to achieve set system
level performance.
1.19 Provide suitable flexibility in the system to cater to the evolving needs during the
operation phase.
1.20 Different functionality defined in various products specifications may be met through
some other software module and not through the module whose specifications are
under consideration. SI shall clearly mention the compliance of all functional needs
with a statement of work delineating which functions is met by which module.
1.21 SI shall ensure deployment of a strong operations team with relevant domain
expertise during the execution and operation of the DC Infrastructure.
1.22 SI shall offer proven solution Architecture for all hardware and software component
of the project and provide strong local support.

425
1.23 In case a specific feature in one application (say billing) requires similar feature in
other application, SI shall ensure flow through.
1.24 The successful SI shall provide an overall Project Plan showing a timetable for the
proposed phases. A list of project phases will be provided, to include at least the
following:
b) Functional Specification and Business Models Mapping
c) Environment set-up
d) Product Installation, Configuration
e) Implementation GUI and Reference Tables
f) Training
g) Validation and Acceptance Tests (preparation & execution)
h) Production/Rollover
1.25 The bidders can seek clarifications, if there is any doubt about the Project Scope, Out
of Scope, interpretation, etc.
1.26 SI shall submit the list of SSPs to be engaged in delivery of the products along with
the bid.

2.0Committment of Software Solution Provider to SI:

2.1 SI shall ensure that SSP provides the following deliverables restricted to core software
and hardware vendors. The core component shall be Servers, Storage, Billing, CRM,
OM, Mediation, Provisioning, EMS, EAI etc., for the software solution offered in the bid.
The agreement between SI and SSP shall include the following, apart from other items:

2.1.1 Software solution provider shall have to give skill set requirements from its own
perspective and from SI’s perspective.
2.1.2 Software solution provider shall clearly specify the parameters responsible for
performance.
2.1.3 Sizing has to be done exactly as per the software solution provider’s
recommendation.
2.1.4 Software Solution Provider has to give a Certificate of Satisfaction with respect to all
the parameters concerning hardware sizing and performance.
2.1.5 SSP shall deliver product training for:
a) Installation
b) Product Configuration
c) API
d) First Level Support
e) Train the BSNL Training team
2.1.6 Availability of Subject Matter Expertise, for core component defined elsewhere, on
site from SSP
2.1.7 A minimum number of SME expertises shall be made available for entire
implementation duration. The same shall be covered contractually.
2.1.8 Identified SMEs to be attached with respective SIs for the period of delivery or up to
an identified milestone.
2.1.9 Designated SSP representative shall be available for all Project steering committee
meetings.
2.1.10 Review of Statement of Work created by SI
2.1.11 SSP representative shall have to go through the functionalities highlighted in the
SOW and shall have to be a signatory along with the SI.
2.1.12 SSP shall have to authorize the customizations. SSP will have to provide a guarantee
that the Customizations being done would be supportable by subsequent upgrades.
In case of customizations that require touching the core same would have to be
pointed out to BSNL.
2.1.13 SSP shall have to accept the Interface details, giving consent to overall design.
2.1.14 Training & Documentation on APIs available – SSP shall enable the SI to use the API
for plugging on customizations or interfaces to third party solution. In case APIs
need to be modified or new APIs need to be created to enable customization/

426
 interface the primary responsibility for this will be with the SSP. The new APIs
created/modified should be supported by subsequent upgrades.
2.1.15 SSP shall give an undertaking that the SLA applicable to their solution will be
supportable. SSP shall give undertaking that current version of the software will be
supported for next 8 years excluding the contract implementation period.
2.1.16 The SSP shall clearly define its policy of releasing major and minor version each
year. The implementation shall be based on a product configuration with a clear
product roadmap for next three years.
2.1.17 Once the implementation starts following activities, restricted to core components
are to be taken care by the SI along with the SSP:

a) Interact with BSNL SMEs to finalize the requirements

b) Capture the business process in designed templates
c) Translate the business process into exact requirements.
d) Provide a gap register keeping in view the requirements and product features
e) Offsite configuration and testing
f) Ensure all captured requirements shall either exist in the code or will be built
in to the code
g) Detail list of all modules required to be implemented
h) Installation of the software at all the sites
i) Provide all services related to installation, configuration and customization of
the software
j) Rules configuration
k) Provide the audit and test plans including the production acceptance testing
criteria
l) Conduct testing of the software including the unit and system testing in the
SSP development environment
m) Provide all services related to re-configuration and customization
n) Provide training plan for BSNL staff inclusive of overview, Reporting, System
administration, etc
o) SSP’s Project Manager to report to BSNL and SIs Project Managers
p) Training of BSNL nominees at the development centers as per details
specified in the tender.

2.1.18 Deliverables to System Integrators by SSP, which shall finally be delivered

to BSNL:

a) Licensed copy of all SSP applications that are within the scope of
implementation by SI.
b) Licensed copy of development and runtime versions of the report writer
products and other products bundled with the application.
c) List and specifications of all available APIs in each version.
d) Installation Scripts for all SSP applications that are within the scope of
implementation by SI
e) Product Specifications of all SSP applications that are within the scope of
implementation by SI.
f) User Manuals (hard & soft copy)
g) Functional Overview Manual
h) Operations Manuals
i) System Administration Manuals
j) Business process guide
k) Reporting reference guide
l) Screens reference guide
m) Training Brochure containing details of training programs to be offered (hard
& soft copy)
n) Training Kit for training of SI personnel
o) Hardware Specifications meeting the Sizing & SLA requirements
p) List of Third-Party Software supplied against this tender.
427
 q) Benchmark Reports on Supported Platforms
r) Guaranteed response times for typical OLTP and batch transactions on
various configurations of the suggested hardware.
s) Product Road Map document
t) Warranty, Post Warranty, and Operational Support programs offered by SSP
– including commercial implications, SLA and availability of local support
facilities. This should include problem resolution, application maintenance,
change requests, as well as policy for upgrades and updates.
u) Before Commencing Project SI shall have to give an undertaking of having
received & understood the material mentioned above.
v) Along with the bid document, the bidder shall have to submit a certificate as
given at Annexure-VI-I-4 with regard to professional service support from
all the OEM partners, duly signed by the authorized signatory of the bidder
and the authorized signatory/ Country Manager of the OEM.
w) The bidder shall furnish, along with the bid document, a Certificate from the
Application OEM with regard to hardware and storage sizing of the
application provided by the OEM as per Annexure VI-I-5 and Annexure VI-
I-6 respectively.

2.1.19 BSNL’s Responsibility

a) Raised flooring, False Ceiling and other building modifications if required.

b) Provision of three phase feeder power line
c) DG set installation
d) Air-conditioning of the Data Center
e) Requisite furniture for the Data Center
f) Bandwidth for network connectivity and MPLS ports

428
 SECTION – 3 - PART B-24
Dimensioning Details

1. System dimensioning for hardware and software will have to be done based on below
mentioned parameters:

1.1. The following assumptions are to be made while estimating the hardware
requirements.

a) Assumptions for CRM

Existing 2.0 crore (future

Total No. of customer accounts (including additions to be
inactive) incorporated)
1.1.1
2 * total active
Total No. of services customers
1.1.2
Total no. of existing active customer accounts 2 crores
1.1.3
Max Concurrent CRM users at peak time 12,000
1.1.4
Total Number of Service requests per day
(includes new connection, disconnection, shift, 0.1% of Total No. of
value added service request, etc.) Services
1.1.5
0.05% of total no. of
Service requests to process in a busy Hour services
1.1.6
0.2% of Total No. of
Total Number of Complaints per day Services
1.1.7
0.1% of Total No. of
Complaints to process in a busy hour Services
1.1.8
Online retention of normal / service orders (1+3) months
1.1.9
Online retention of trouble tickets (1+2) months
1.1.10
Online retention of inactive customer accounts (1+6) months
1.1.11
Response time of CSR terminal to display
required information 3 seconds
1.1.12
No. of concurrent users for work force
management 15000
1.1.13
No. of concurrent users for Partner Relationship
management 50000
1.1.14

b) Assumptions for Customer Self-care (Web / Mobile app)

429
 Total no. of Registrations to be supported 70% of Total Customers
1.1.15
1.1.16 Max no. of concurrent users 1%

1.1.17 Max Time taken to authenticate 4 secs

1.1.18 Max Response time per click 5 secs

c) Assumptions for Provisioning

Total no. of services (circuits) 2 * total customers

1.1.1
No. of concurrent users during peak hour 15,000
1.1.2
Max No. of Service orders per day (New
Provisioning, Modify, faults) 2,00,000
1.1.3
No. of Service orders during busy hour 1,60,000
1.1.4
No. of service implementation tasks per day 5 * service order count
1.1.5
Max no. of Dunning and Reconnection requests 8% of total active
per day (4 days window with peak load) services
1.1.6
No. Of Pillars 3726444
1.1.7
No. Of DPs
11997021
1.1.8
No. Of MDFs 838776
1.1.9
No. Of Switch Ports 40481619
1.1.10
No. Of records in Number inventory 77875029
1.1.11
Online retention of orders data (1+2) months
1.1.12
Online retention of trouble tickets (1+2) months
1.1.13
Online retention of closed customer data (1+2) months
1.1.14

d) Assumptions for EAI

No. of total transactions/day for CDR 317604

1.1.1
No. of total transactions/day for NIB 35000
1.1.2
No. of Customers Registered for Mobile App 4080000
1.1.3
Online retention of transaction instances (1+1) months
1.1.4
Online retention of Reports data (BAM) (1+3) months
1.1.5
Online retention of SMS queue (1+3) months
1.1.6

e) Assumptions for Help desk

430
 Min. No. of concurrent support users 240
1.1.15
No. of concurrent help desk end users (for response 1,000
1.1.16
time <5 sec)

Online Retention of history data in system 1 year

1.1.17

f) Assumptions for Data Warehouse

Store CDR's for Post Paid + Pre Paid Yes

1.1.18
Avg. Usage Record size (bytes) 500
1.1.19
Assuming compression rate - after compression space 40%
1.1.20
needed

Months to retain converted CDR's (post paid+pre-paid) 24

1.1.21
Store rated CDR's for Post Paid and Pre Paid CDRs from Yes
1.1.22
IN

Time to restore converted CDRs (post paid as well as pre- <2 hrs
1.1.23
paid) for the purpose of lawful agencies

g) Assumptions for Mediation

Note: Load i.r.o LEA is not included in the following estimation

Input (Raw) Retail CDR length (Bytes) average 350

1.1.24
Input (Raw) Retail IPDR length (Bytes) average 250
1.1.25
Input (Raw) IOBAS CDR length average 600
1.1.26
Event Records/day/subscriberi.r.o Retail Voice CDR – 10
1.1.27
customers
Data / IPDR – 200

Event Records/dayi.r.o Interconnect Usage 21 crores

1.1.28
Processing Window for one day load 8 hours
1.1.29
Max. latency in processing event records 30 min
1.1.30
Data average on which Duplicate Check is done 1 month
1.1.31
Use Data Compression Yes
1.1.32
Online retention of Raw files 3 months
1.1.33
Online retention of mediated files 3 months
1.1.34

431
h) Assumptions for Retail and Enterprise Billing

S. No. Parameter Value

Type of accounts Retail and Enterprise

1.1.35
Total no. of Billing accounts (active + 2 crores
1.1.36
inactive which are to be retained)

No. of service instances per account 2

1.1.37
% corporate accounts 5%
1.1.38
Bill Cycles per month 1
1.1.39
% customers receiving invoices through mail 100%
1.1.40
Avg. Non-Detail Pages per Bill 2
1.1.41

1.1.42 Rating window per month 24*7

Max. latency in rating of usage record (from

1.1.43
the time it is received in Billing system) 2 hours

1.1.44 Bill processing and formatting window 3 days

1.1.45 Journaling, SLR, and GSTR window 3 days

1.1.46 Avg. No. of invoices generated per hour 8 lacs

1.1.47 Avg. No. of invoices formatted per hour 15 lacs

1.1.48 Avg. No. of payments posted per hour 1 lac

Max. time to post summary entries in to

1.1.49
Accounting GL system (post billing) 8 hours

Dunning window per month 4 days

1.1.50
Reports window (i.r.o reports not covered in 1 day
1.1.51
Data warehouse environment)

Use Data Compression in customer billing Yes

1.1.52
databases

Online retention of billed usage records 1 + 3 months

1.1.53
(CDRs/IPDRs)

Online retention of bill detail records and 1 + 2 years

1.1.54
journal records

Online retention of bill images 6 months

1.1.55

432
i) Assumptions for PMS

Max. no. of concurrent users 10,000

1.1.56
No. of Payment records accepted during busy hour 1 lac.
1.1.57
No. of CDR invoices loaded in to PMS per month 100% of billing
1.1.58
accounts

No. of GSM invoices loaded in to PMS per month 75 lacs

1.1.59
No. of unbarring requests fired by PMS per hour 10,000
1.1.60
Online retention of Payment records 6 months
1.1.61

j) Assumptions for Interconnect Billing

No. of input CDRs / day 8 crores

1.1.62
% incoming CDRs 40% of total CDRs
1.1.63
% terminating CDRs 60%
1.1.64
% transit CDRs 1.0%
1.1.65
Processing hours per day 8 hours
1.1.66
Data on which Duplicate Check is run 1 month
1.1.67
Online retention of CDRs 6 months
1.1.68
Invoicing window (including drafts) per month 5 days
1.1.69

k) Assumptions for SPBAS :

The partner details given below are based on the present business trend.
However the values may increase in future as per the franchisee penetration.

S. No. Parameter Value

Total No. of Sales franchisees for Partner 200000

1.1.70
management services

Total No. of work franchisees for Partner 20000

1.1.71
management services

Total No. of maintenance franchisees for Partner 20000

1.1.72

433
 management services

Vaue added service partners 100

1.1.73

l) Assumptions for Messaging Solution

2000 SMSs/sec PAN India

434
 SECTION – 3 - PART B-25
Hardware Specifications

1. Introduction

1.1. The architecture and sizing for each software solution based on a set of chosen
applications may vary for the same user load and performance level.
1.2. This section lists the guidelines that bidders shall follow while selecting the server
infrastructure to run their chosen software application stack.
1.3. The Bidder shall describe the hardware required to perform in accordance with the
dimensioning information provided within this document or subsequent amendments
as advised by BSNL.
1.4. The performance criteria to be met are specified in this tender document. Bidders
shall accordingly size their solutions to meet the required service level.
1.5. All individual software applications shall have to be sized accurately to meet the
desired service level/ performance criteria at the full load.
1.6. Bidders whose sizing does not meet the required service level / performance criteria
shall be required to provide additional hardware and software resources at no
additional cost to meet the desired performance levels.

2. Hardware requirements: Hardware requirement is categorized in broad level for

all categories of applications:-

2.1. Servers:
2.1.1. The purpose of Database where persistent data is stored and Application Servers
where business logic resides within which data is manipulated in response to a
client’s request. Here database and application can scale diagonally i.e. scales
vertically to an extent and horizontally beyond that (means additional memory and
cores). The servers for the software applications and databases mentioned below
shall be on 64-bit CPU architecture based on X-86/CISC/RISC/EPIC platform as
compliant to TEC GR no. TEC/GR/IT/SRV-001/01/FEB 2014, section 3.6 for high end
server, with the option of Linux OS in addition to UNIX based systems.In addition to
above,the CPU should be from the latest generation family released by OEM. The
applications and other applications details are as follows
2.1.2. Billing Domain
a. Billing and Accounting (Including Rating & Charging System, order management
and all other related functionalities)
b. Bill Formatter, Electronic Stapling
c. Mediation
d. IOBAS (Inter Operator Billing System)
e. Revenue assurance
f. Fraud Management System
g. Payment Management System
2.1.3. Customer Mgmt Domain
a. CRM (Including Loyalty Management, Web Self Care)
b. Marketing & Campaign Management
c. Partner & Dealer Mgmt (Franchisee Management System)
d. Workforce Mgmt System

435
 2.1.4. Provisioning Mgmt Domain
a. Resource & Service Order Management System
b. Resource Inventory Management System (Logical & Physical)
c. Resource & Service Provisioning System
d. EAI: Enterprise Application Integration (Business process Mgmt)
2.1.5. Data Collection & Archival
Real-Time Data Collection & Transformation
Backup server
2.1.6. Enterprise Reporting
2.1.7. EMS (Enterprise Management System) Open View
2.1.8. Training servers
2.1.9. High Availability
2.1.10. Service Mgmt
a. IT EMS with IT Monitoring & Application Performance Tools
b. Network Fault Mgmt
2.1.11. Enterprise Management System
a. Network Trouble Ticketing
b. Service Quality & SLA Mgmt
2.1.12. These types of servers shall also be utilized as:
a. DHCP Server
b. DNS Server
c. LDAP Server
d. URL Filtering
e. EMS and other Gateways server
f. HTTP server
g. SMTP server
h. Logical Security Elements
i. Network Device Management Server
j. Proxies and Reverse Proxies
k. Messaging Server
l. Backup and Storage Management Server
m. FTP Server
n. Database Server
o. Anti Virus Management Server
p. Network Intrusion Detection System
q. Host Intrusion Detection System
r. Security Device Management System
s. Enterprise Security Manager
t. Server Access Control System etc
2.2. Host based IPS shall be provided on all Category of servers.
436
2.3. Non-Production Environments: Test (ST, SIT & UAT) and development servers shall
be deployed based upon SI’s overall solution architecture as per the sizing by the
SSP. These servers shall not be mixed with production environment.
2.4. System Architecture shall be modular in design allowing future expansions.
2.5. There shall be no single point of failure in the Hardware design.
2.6. Bidder shall provide operational and monitoring tools for each and every hardware
system.
2.7. Hardware system shall provide status information of the various processes to an
industry standard EMS (Third party)
2.8. N+1 server instance of an application shall not be running on the same box where its
main server instance is running.
2.9. N+1 for Core Applications like Billing should be as recommended by Application
Software Vendor.
2.10. All the hardware items (including network equipment) which are supplied by the SI
shall be brand new. SI shall not supply any Refurbished or second hand item.
2.11. The servers shall be housed in standard OEM racks.
2.12. Bidder shall ensure that use of soft partition/hard partitions shall not have adverse
effect on system's availability and performance as specified in the tender document.
In case there is any overhead on computing resource due to soft partition/hard
partitions, the SI shall compensate for the same by providing extra compute
resource per partition.
2.13. No two applications shall run on the same partition in case of main nodes of cluster.
2.14. Bidder has to deploy N+1 servers for all application running on same OS taken
together running on servers.
2.15. Each application is to be configured in N+1 environment for high availability where N
should not be more than 5.
2.16. Bidder should propose virtualization solution subject to meeting all the requirements.
2.17. The CRM, PROVISIONING, BILLING and Mediation cluster should be in the
independent physical servers. The software applications which are members of these
primary clusters can be decided by the bidder based on the workload of the cluster
members as per sizing requirements.
2.18. The N+1 server of maximum two core applications (CRM, PROVISIONING, BILLING
and Mediation) can be in the same physical box/ server. Not more than two N+1
partitions of core applications can be configured in the same physical box / server.

3. Server Selection Guidelines

3.1. Performance:
3.1.1. Offered servers shall be with highest availability and scalability from respective
server OEMs and shall be equipped with minimum of 128 cores (128 cores means
minimum sum total of the cores of all CPU in a single physical server). The CPU offered shall
be the latest with highest frequency and cache available in that series.
3.2. Partition/ Virtual machine
3.2.1. Bidder should propose Application deployment architecture created through Soft/
Hard partitions. The partition and virtual machine shall mean a uniquely identified
instance of Web/ application/database deployed on Server and have dedicated
resources attached to it.

437
3.2.2. These servers shall be capable to support multiple partitions and Dynamic movement
of CPU compute resources and memory resources from one partition to another
when required.
3.2.3. Minimum 8GB RAM per core.
Partitions shall have security isolation from one another.
3.3. External Interfaces
3.3.1. Each Physical Server shall have sufficient numbers of 10/ 20/ 40 Gigabit Ethernet
Cards/ Controllers configured to achieve application performance and sizing. The
Virtual interfaces shall not be shared as much as possible to carry public/private
traffic and/or heart-beat/cluster traffic. However, Bidder should segregate physically
any public and private network traffic.
3.3.2. The Server/Partition shall have at least four numbers of 8Gbps/16Gbps Fiber
Channel adapters. Database partitions shall have minimum of 4 fiber channel ports
per partition including adapter level redundancy. If application requires higher I/O
throughput the server shall be configured with an appropriate numbers of Fiber
Channel adapters. The systems shall allow separating backup and data traffic.
(Separate fiber cards for backup and data traffic.).
3.3.3. There shall be management feature for configuration and management of all
partitions within the server and the software for the same should be included with
the servers offered.
3.4. RAS (Reliability – Availability – Serviceability)
3.4.1. Each server shall have the following:
a. Dual redundant power supply.
b. ECC protected Cache
c. Pre failure Alert capabilities shall be available
d. The solution shall have support for pro-active detection of server hardware
failures and shall be able to evacuate the server by dynamically migrating all
partitions to other healthy servers without user intervention.
e. Shall have redundant cooling fans.
f. Each partition shall allow dynamic allocation of CPU, Memory & Disk without a
reboot.
g. Processors shall be capable of dynamically de-allocating core without server reboot. In
case of VM failure the application server shall not be affected
h. TheProposed Hardware architecture should incorporate 20%
headroom/additional resources for expansion and peak volume
management.
3.5. Operating System
3.5.1. Independent and isolated OS images shall be runs in each partition.
3.5.2. Support Virtual IP Address to help applications remain available if network adapter
connection is lost.
3.5.3. Shall support IP fail over
3.5.4. OS shall permit activation of additional processors without requiring a reboot.
3.5.5. OS shall support online version upgrades.
3.5.6. OS shall be provided with cluster software.
3.5.7. OS shall be provided with Server Management software.
3.5.8. OS to support online server upgrade and serviceability.

438
3.5.9. OS shall support secure shell
3.5.10. OS shall support IPV6
3.5.11. OS shall have ability to apply the patches as per the system requirement.
3.5.12. OS Shall have Volume/File System Management Software.
3.6. High Availability Architecture for Data Centre Servers
3.6.1. Sizing of the first N+1 server – Size of the server will be greater or equal to the size
of CRM or Provisioning cluster (whichever is higher)
3.6.2. Sizing of the second N+1 server - Size of the server will be greater or equal to the
size of Billing or Mediation cluster (whichever is higher)
3.6.3. All applications shall fail over on to High availability Server in separate partitions. In
case of failure of any Application or Server, it shall be possible to dynamically move
CPU resources from other partitions to the High Availability Partition without re-
booting the system or partition.
3.6.4. Capacity of High Availability Server shall be calculated in a such a way that in case of
failure of any single application, it shall be possible to dynamically allocate same
amount of CPU resources (as in production) to the HA partition.
3.6.5. High availability cluster Partitions/Servers shall not be in the same footprint running
production applications. High availability must be maintained at logical
(applications/software) and physical level (systems, network, storage equipment.)
3.6.6. Under no circumstances N+1 server (fail over server) shall degrade the performance
of any of the application.
4. Server should have capability of minimum 2 x 1 TB internal SAS/SATA Hard Disk or
higher.
5. Disaster Recovery
5.1. A pair of Data Centers shall constitute primary site and disaster recovery site
(secondary site). Infrastructure available at secondary site for business continuity in
case of full failure of primary site due to disaster or disaster like situation shall be for
all the applications. There shall be fool proof arrangement for complete replication of
data on secondary site in the form of back up, storage and replication so that there
is minimum loss of data. The Disaster recovery functionality shall be taken care of by
the Bidder of this tender.
5.2. In case of a disaster the DR site shall be taking over the load of the primary site, the
DR site shall run on 100% efficiency. Any additional hardware and/ or software
assessed to be required during DR simulated routine testing has to be supplied free
of cost.
5.3. The Data Replication method proposed should be a Combination of Storage based
and storage independent mechanism for replication such as Synchronous/
AsyncRedo Log Shipment, Near Real time Change Data Control mechanism or Async
Host base depending on application type. Bidder should ensure the data integrity
and consistency between two sites for all data origins.
5.4. The solution should provide the capability to build and manage automated DR
workflows for automated disaster recovery or DR drills
5.5. The solution should be able to map partitions/ virtual machines to appropriate
resources on the failover site. It should provide an option to power-off less critical
partitions/ virtual machines at the failover site to free up resources for critical
Partitions/ VMs in case of a disaster
5.6. The solution shall be able to automatically stop replication between the sites and
promotion of replicated storage for recovery
5.7. The solution should be able to automate planned migrations with graceful shutdown
of protected virtual machines at the original site thus ensuring minimal data loss and
439
 application-consistent migrations
5.8. The solution should be able to perform data sync to force complete replication of
powered-off virtual machines to the failover site
5.9. The solution should support reduction in Recovery Time Objective when the VMs are
brought up from DC to DR, without the need to redo the IP-addresses, the default
gateway router should be stretched across datacenters, also the firewall policy
should also be applied across DC & DR automatically, so that when Virtual Machines
move from DC to DR there is no need to reconfigure the firewall policies.
5.10. The Security policies for multi-datacenter architecture must be tied to the
application, which means whenever any application is moved from one virtual server
to another, even between different VLANs, the security policies (i.e. firewall rules)
should follow the application and there should be no need to redefine the security
policies for the application at the new location, this concept should also be extended
across data-centers as well. Also, when an application is decommissioned, all the
security policies related to that application should also be removed automatically.
6. Non-Production Environment

6.1. Development Server Environments

6.1.1. There shall be provision in the hardware for separate Development System for each
software application so that production system shall not get affected in case of
application of patches, versions change etc.
6.1.2. The development server shall make provision for all different system software
platform used along with all required compliers and libraries. It shall have all
application software and utilities along with the provision to customize and test the
applications. To test the applications, the data of at least four mid size SSA (50,000
to 1 lakh customers) covering all lines of businesses taken from production server
has to be taken. It shall also have provision for version control and version
management.
6.2. SIT Server Environments
6.2.1. System Integration Testing shall be conducted on the set of servers dedicated for
Integration Testing across the various applications for all interfaces through
Enterprise Service Bus or Point to Point. The SIT Server shall ensure smooth
exchange of data between Applications for any process covered under the scope of
this tender. To test the applications, the data of at least four mid size SSA (50,000
to 1 lakh customers) covering all lines of businesses taken from production server
has to be taken shsould size these server adequately.

6.2.2. Number of SIT Environments shall depend of bidders Project Plan/ Schedule and the
number of parallel streams bidder is proposing toward this.

6.3. UAT Server

6.3.1. User Acceptance Testing shall be conducted on the set of servers dedicated for
Testing End to End functionality of Applications.

6.3.2. To test the applications, the data of at least four mid size SSA (50,000 to 1 lakh
customers) covering all lines of businesses taken from production server has to be
taken of UAT Environments shall depend of bidders Project Plan/ Schedule and the
number of parallel streams bidder is proposing toward this.

6.4. Training Server

6.4.1. There shall be a provision for Training server for all the applications including Mobile
Commerce, Revenue Accounting, Revenue Assurance, Fraud management, Billing,
CRM, Mediation, Provisioning, EAI, etc. The training server should take the load of at

440
 least 200 simultaneous user accesses (application wise). It should be capable of
handling and storing sample data of four mid size (50,000- 1 lakh customers)
covering all lines of businesses. The sample data must be refreshed once in a month
by extracting the data of one SSA from production servers.
7. Any other Item if required
7.1. The requirement of equipment mentioned in this section of the bid document gives
only the minimum set of equipment to be supplied as a mandatory requirement.
i. The Bidder shall be solely responsible to ensure that any additional item
required for achieving the defined and implied performance level for the
specified customer base and its growth, and for integration with other software
& hardware, is also supplied. The Bidder shall be solely responsible to ensure
that any additional item required for achieving the defined and implied
performance level for the specified customer base and its growth, and for
integration with other software & hardware.
ii. In case during the Contract Term it is found that any additional item is required
while the same is not quoted by the bidder, the same shall be supplied by the
bidder at no extra cost to the Purchaser.
iii. Any item (Hardware) found short but required for successful implementation in
terms of specifications and performance requirement has to be supplied free of
cost at the earliest, so that committed implementation schedule shall not get
affected. In case the implementation schedule is affected, Liquidity charges will
be applied.
iv. The Bidder shall note that in the specification documents or elsewhere, ability or
capability means that such functionality shall have to be delivered during
implementation.
8. Virtualization

i. The vendor should propose supported/native virtualization solution on X-

86/CISC/RISC/EPIC platform subject to meeting all the above requirements. Vendor
to provide the necessary flexibility, reduce the high costs created by IT sprawl and
shift resources away from routine maintenance towards innovation and strategic
initiatives. The organization must change the model through which IT infrastructure
services are delivered.

ii. Address limitations in the legacy systems and technologies that hinder business
growth and flexibility. Allow the proposed IT architecture to be more flexible,
agile and cost effective in terms of total cost of ownership over sustained period
of time.

iii. Virtualization software shall provide a Virtualization layer that sits directly on the
bare metal server hardware with no dependence on a general purpose OS for
greater reliability and security.

iv. Virtualization software shall allow heterogeneous support for guest Operating
systems like CentOS, Windows Server, Linux.

v. Virtualization software should support live Virtual Machine migration from one
physical host to another and between virtual switches with enhanced CPU
compatibility and without the need for shared storage

vi. Virtualization software should have the ability to live migrate Virtual machines
files from one storage array to another without any Virtual Machine downtime. It
should also support the migration from one storage protocol to another without
any disruption.

441
 vii. Virtualization software shall have High Availability capabilities for the virtual
machines in the sense, if in case one server fails all the Virtual machines running
on that server shall be automatically restarted to another physical server
running same virtualization software.

viii. Virtualization software should have the provision to provide zero downtime, zero
data loss and continuous availability for the applications running in virtual
machines in the event of physical host failure, without the cost and complexity
of traditional hardware or software clustering solutions.

ix. The solution should support for increasing capacity by adding CPU, Memory or
any other devices such as storage capacity, network ports to virtual machines on
an as needed basis without any disruption in working or downtime for the virtual
machines.

9. Management for server and virtualized environment shall have following

features:
9.1. Bidder shall provide adequate hardware required for deploying management of
hardware
9.2. Virtual Environment Operations Management and Monitoring
9.2.1. The solution shall provide a unified management of performance, capacity and
compliance for the proposed virtualization platform
9.2.2. The solution shall have built-in high-availability and data replication across its peer
instances. In case of any node outage, other HA nodes should be able to take over
for seamless HA for the operations management layer itself
9.2.3. The solution should provide resource reclamation functionality which identifies and
reclaims inactive and abandoned resources by automating the decommissioning and
reuse of retired resources. It should also provide reclamation savings reports which
would enable organizations to quantify its cost savings
9.2.4. The solution shall have out of the box reporting features for current capacity usage,
potential optimizations, physical resource availability, available headroom for
expansion and system compliance to security/operational guidelines
9.2.5. The solution should provide the ability to integrate data from third-party systems to
manage the data-center ecosystem components such as compute, networking,
storage, security
9.2.6. The solution should allow connecting to data-center ecosystem components e.g.,
operating systems, applications, storage arrays, firewalls, network devices, etc.,
providing a single location to collect, store, and analyze logs at scale.

442
 SECTION – 3 - PART B-26

Networking Equipments

1. Introduction:
The BSNL has following Network Elements Installed at Four Data Centers.

 Backbone Routers
 Data Center Routers
 Data Center Ethernet Switches(Type I, Type II )
 Internet Routers
 DMS

2. Network Elements at field units:

In addition to the Network elements mentioned above there are network elements
Installed and presently working in field units. These managed Network elements will
continue as it is and not in the scope of this tender. However, the Network Elements
shall be monitored through the NMS application working at Data Centers.

 Exchange Routers
 Ethernet Switches(Managed)
 Ethernet Extender
 Ethernet Hub
 Remote Routers
 Aggregation Routers
 Central Routers

3. Existing System Functionality:

3.1 The CDR Billing network primarily consists of four layers –

(a) Exchange Routers Layer

(b) Aggregation Router Layer

(c) Edge routers of NIB-2 MPLS network and

(d) Data Centre

3.2 The Exchange Router is at the lowest layer in the hierarchy of the network. It is
located at the Local Exchange (LE) node where the PSTN switch is located. The
Exchange router connects to the PSTN switch for collection of CDR data and
execution of service provisioning commands.
3.2.1. The exchange router, in case of switches like EWSD, 5ESS, OCB-283, AXE-10, etc.,
collects the CDR traffic in X.25 format and encapsulates the data in TCP/IP. This data
is then transported over the NIB-2 MPLS network to the Data Center of that zone.
The exchange router, in case of some switches, collect the CDR traffic in TCP/IP
format directly.

3.2.2. In case of ZTE IP TAX switches and Huawei NGN switches the CDRs are
collected through extranet between CDR MPLS network cloud and IP TAX
cloud/NGN cloud.
3.2.3. There are hundreds of Exchange Routers in each Zone.

443
 3.2.4. All the Exchange routers covered under a LDCA are connected to an
aggregation router and/ or Central router. Aggregation routers and Central
routers are parented to two nearest NIB-2 Edge Routers located in that area.
3.2.5. The NIB-2 MPLS Network functions as the IP core network for the CDR Billing
network. The traffic from the Exchange Routers is aggregated to this network
via aggregation router and/ or Central router.
3.2.6. The Data center is at the top of the network hierarchy and is the node where
the entire traffic from all the exchanges (i.e. Exchange routers) after being
transported through the NIB-2 MPLS network, finally terminates.
3.2.7. The Data Center contains all the servers and workstations related to billing,
Authentication, Database and Network management. The network components
include Backbone Routers, Data Center Router, Ethernet LAN switches, Internet
Routers, Network Device Management System (NDMS) etc.
3.2.8. Each Data Center has two Backbone Routers. The Backbone routers provide
connectivity from the NIB-2 MPLS network to the Data center. Two backbone
routers are provided for redundancy and each Backbone router aggregates the
traffic from one of the two NIB2 Edge Router nearest to the Data Center. The
Backbone Router at the back end connects to the Data Center LAN.
3.2.9. The Data Center has multiple Data Center Routers. These routers are
connected to multiple CDR collectors over X.25 serial links. The CDR data
transported from all the exchanges in the zone are terminated at these
collectors through the Data Center Routers. The CDR collectors transport the
billing information over the Ethernet LAN to the related servers.
3.2.10. Provisioning, back-office and management traffic is also terminated to the
servers in the Data Center. A redundant firewall and Intrusion detection system
(IDS) is deployed for the security of the data center
3.2.11. The Data Center in each zone is also connected via the NIB-2 MPLS network to
the Disaster Recovery node. This is to ensure a no-single-point-of failure
topology in the event of a WAN link and/or node failure.

4. Connectivity Diagram:

444
5. As a part of this tender the Network Elements at four data centers will be replaced
partially. The details of the network elements which are to be replaced at data centers
are as given below.

445
446
447
 PROPOSED REPLACEMENTS AT DCs

Proposed
Working Quantity at DCs Quantity at DCs Minimum Specifications

South
Sr. Wes Nort Sout (Main West Tot
No. Item t h h East Total ) (DR) al

Gigabit Ethernet interface

Electrical 10/100/1000
mbps (Minimum 12), 10GE
BBR (7609) 2 2 2 2 8 2 2 4 optical interface (Minimum
4), STM-1 POS (Packet over
SDH) interface
1 (Optical)(Minimum 2)

Gigabit Ethernet interface

Electrical 10/100/1000
IR (7609) 2 2 2 2 8 2 2 4 mbps (Minimum 12), 10GE
optical interface (Minimum
2 4)

10/100/1000 mbps Ethernet

interface (Minimum 12), It
DCR (7613) 3 3 4 2 12 2 2 4
shall support both X.25 and
3 TCP/IP protocols

Chassis shall be configured

with two or more
Switch(651 independent modules per
2 2 2 2 8 2 2 4
3) switch, with at least 256 no.
10 GE (SX) and 48 nos of 40
4 GE (SX) optical ports

Switch 24 no.s of 10/100/1000

(3400) for Mbps electrical access ports
DMZ & 14 12 and 2 nos. of
Workstation 10/100/1000Mbps Electrical
s uplink ports.
45 45 53 45 188 98
Switch 2 no. 10 GE (SX) and 24
(3400) for no.s of 1 GE (SX) optical
IVRS and 39 33 ports.
Edge
5 servers

6. Technical Specifications /Requirements

6.1.Introduction

448
 6.1.1 To implement BSNL’s nationwide Call Detail Record (CDR) based Customer Care
and Convergent Billing System exclusive TCP/IP based intranet has been built up
for collection of CDRs and for other operational requirements. This covers all the
major exchanges having 1000 or more lines, customer care centers, major BSNL
offices including SSA headquarter, major RLU/RSU installations, existing Billing
centers of each SSA, etc.

6.1.2 Network routers and all other equipments(being procured through this tender)
directly connected to the BSNL network shall have Interface approval from TEC.
Certificates in this regard shall have to be submitted along with the Acceptance of
APO. However no Type Approval Certificate is required for imported items.

6.1.3 Existing SFPs available at the Data Centres will not be replaced and the same will
continue to be used with the new equipment. However, if the proposed new
equipment is not compatible with the existing SFPs, the bidder may quote for the
same as an additional item/equipment at SOR.

6.1.4 All Network Elements should comply to BSNL IT Security Policy supplied by BSNL.

6.1.5 All Network Elements should be IPv6 and IPv4 compatible.

6.2 Backbone Router:

6.2.1 The details of existing backbone routers currently deployed in the Data Center
Network are as below.

Existing
Part Number Part Description
Router Model

CISCO7609 Cisco 7609 chassis

Catalyst 6500 48-Port 10/100 w/TDR,

WS-X6148A-RJ-45
Upgradable - PoE 802.3af

Catalyst 6500 Supervisor 32 with 8 GE uplinks

WS-SUP32-GE-3B
and PFC3B
Cisco 7609
8-port Channelized T1/E1 to DS0 Shared Port
SPA-8XCHT1/E1
Adapter

SPA-2XOC3-POS 2-port OC3/STM1 POS Shared Port Adapters

WS-CAC-3000W AC power supply, 3000 watt for CISCO7609

7600-SIP-200 Cisco 7600 Series SPA Interface Processor-200

6.2.2 The new Backbone router shall provide the connectivity from the NIB-2 MPLS
network to the Data center. The connectivity shall be through STM-1 and GE
links from the two nearest MPLS Edge Routers. There shall be two Backbone
routers at each Billing Data Center node to provide redundancy. The

449
 Backbone Routers shall be connected through the Firewall to the Data Center
LAN. The connectivity to the Firewall shall be through Gigabit Ethernet ports.

6.2.3 The specifications of the Backbone router are given below:The Backbone
Router shall comply with all clauses of under chapter 2 of TEC GR No.
TEC/GR/I/TCP-001/04 Mar-12and the latest one if available for Internet
Access Router. The bidder shall provide a clause-by-clause compliance to the
specifications.

6.2.4 The Backbone Router shall support the interface types given below.

i. Gigabit Ethernet interface Electrical 10/100/1000 mbps (Minimum 12),

ii. 10GE optical interface (Minimum 4)
iii. STM-1 POS (Packet over SDH) interface (Optical).- (Minimum 2)
iv. Redundant power supply
v. The equipment should be IPv6 compatible.
The Backbone Router shall operate on 230V AC power supply

6.3 The Data Center Router:

6.3.1 The details of existing Data Centre routers currently deployed in the Data
Center Network are as below

Existing
Part Number Part Description
Router Model

CISCO7613 Cisco 7613 Chassis

Catalyst 6500 48-Port 10/100 w/TDR,

WS-X6148A-RJ-45
Upgradable - PoE 802.3af

Catalyst 6500 Supervisor 32 with 8 GE

WS-SUP32-GE-3B
uplinks and PFC3B

Cisco 7613 8-port Channelized T1/E1 to DS0 Shared

SPA-8XCHT1/E1
Port Adapter

SPA-2XOC3-POS 2-port OC3/STM1 POS Shared Port Adapters

WS-CAC-3000W AC power supply, 3000 watt for CISCO7613

Cisco 7600 Series SPA Interface Processor-

7600-SIP-200
200

6.3.2 The Data Center shall have multiple Data Center Routers. These routers shall
be connected to multiple CDR collectors over X.25 serial links. The CDR data
transported from all the exchanges in the zone are terminated at these
collectors through the Data Center Routers. The CDR collectors transport the
billing information over the Ethernet LAN to the related servers.
6.3.3 The specifications of the Data Center router are given below:
450
  The Data Center Router shall comply with all clauses of under chapter 2 of
TEC GR No. TEC/GR/I/TCP-001/04 Mar-12 and the latest one if available for
Internet Access Router. The bidder shall provide a clause-by-clause
compliance to the specifications.
 The router shall support the X.25 Features. It shall also support bi-directional
translation between x.25 and TCP/IUP protocols to allow communication
between devices running x.25 at one end & TCP/IP at other end.
 The Data Center Router shall support the interfaces given below. The exact
quantities required of each interface are given in the Schedule of
Requirements:

i. 10/100/1000 mbps Ethernet interface. (Minimum 12)

ii. It shall support both X.25 and TCP/IP protocols
6.3.4 The Data Center Router shall operate on 230V AC power supply

6.3.5 This solution should not offer two separate routers but it should be a single
router capable of X.25 functionality ( XOT to X.25 conversion and vice-versa)

6.3.6 SI may maintain existing DCR in case of non-availability of X.25 compliant

router.
6.4 Internet Routers:
6.4.1 The details of existing Internet routers currently deployed in the Data Center
Network are as below

Existing
Router Part Number Part Description
Model

CISCO7609 Cisco 7609 chassis

Catalyst 6500 48-Port 10/100 w/TDR,

WS-X6148A-RJ-45
Upgradable - PoE 802.3af

Catalyst 6500 Supervisor 32 with 8 GE uplinks

WS-SUP32-GE-3B
and PFC3B
Cisco 7609
8-port Channelized T1/E1 to DS0 Shared Port
SPA-8XCHT1/E1
Adapter

SPA-2XOC3-POS 2-port OC3/STM1 POS Shared Port Adapters

WS-CAC-3000W AC power supply, 3000 watt for CISCO7609

7600-SIP-200 Cisco 7600 Series SPA Interface Processor-200

6.4.2 The new Internet router shall provide the connectivity from the Internet
network NIB-2 to the Data center. The connectivity shall be through GE links
from the two nearest MPLS Edge Routers. There shall be two Internet routers
at each Billing Data Center node to provide redundancy. The Internet Routers
shall be connected through the Firewall to the Data Center LAN. The
connectivity to the Firewall shall be through Gigabit Ethernet ports.

451
 6.4.3 The specifications of the Internet router are given below:

The Internet Router shall comply with all clauses of under chapter 2 of TEC
GR No. TEC/GR/I/TCP-001/04 Mar-12and the latest one if available for
Internet Access Router. The bidder shall provide a clause-by-clause
compliance to the specifications.

6.4.4 The Internet Router shall support the interface types given below

a. Gigabit Ethernet interface Electrical 10/100/1000 mbps (Minimum 12)

b. 10GE optical interface (Minimum 4)
c. Redundant power supply
d. The equipment should be IPv6 compatible.

6.4.5 The Internet Router shall operate on 230V AC power supply

6.5 Data Center Ethernet Switch:

6.5.1 The details of Existing Data Center Ethernet Switch currently deployed in the
network are as below

Existing Switch
Part Number Part Description
Model

CISCO WS-C6513 Cisco WS-C6513 Chasis

WS-X6148A-GE-TX 48-Port 10/100/1000 Ethernet Module

WS-SUP720-3B Supervisory Module

Cisco WS-C6513 WS-X6748-SFP 48 Port GE optical

WS-X6748-GE-TX 48 Port GE optical

WS-CAC-6000W
AC power supply, 6000 watt for
CISCO6513

6.5.2 The New Data Center Ethernet switch shall provide connectivity to the
servers, and other critical devices at the Data Center LAN including
connectivity to the multiple CDR Collectors. There shall be two numbers of
redundant Data Center Ethernet Spine Switch chassis and corresponding
Access / Leaf Switch at each Data Center

6.5.3 The specifications of the Data Centre Ethernet Switch Type 1 are given below
:

6.5.4 The Data Center Ethernet Switch shall comply with all clauses for LAN Switch
Category-III Type-A High Range Data Centre Aggregation under chapter 2 of
TEC GR No. TEC/GR/I/LSW-001/05/MAR 2014 and the latest one if available.
The bidder shall provide a clause-by-clause compliance to the specifications.
452
 Following features in this TEC GR TEC/GR/I/LSW-001/05/MAR 2014 are optional.

1. RIPng for IPv6 as per RFC 2080.

2. ICMPv6 as per RFC 2463.
3. IPv6 default router preference as per RFC 2711.
4. ICMPv6 rate limiting
5. ICMPv6 redirect
6. IPv6 Scoped Address Architecture as per RFC 4007.
7. Assured Forwarding PHB Group shall be as per RFC 2597.
8. An Expedited Forwarding PHB as per RFC 2598.
9. IPv6 Services : clause no. 3.6.4 (iii) to (xxi).
10. IPv6 Multicast : clause no. 3.6.5 (i) to (xvii).
11. The LAN switch shall be MEF 9 certified
12. RIP & RIPv2.
13. Clause 9.6: It should have the capacity of combining multiple physical switches
into one logical switch.

6.5.5 Chassis shall be configured with two or more independent modules per switch,
with at least 256 no. 1G/10G/25G (Multimode). Additionally it should support 48
no.s of 40GE/100G (Multimode) optical ports in view of server architecture
and/or future compatibility.

6.5.7 There shall be sufficient headroom in the chassis to allow further expansion up to
25% of the provisioned capacity by only adding interface modules without
requiring additional hardware(Chassis) and with no impact on performance.

6.5.8 The switch should be capable of working with 220 V AC with a variance of +/-
20%.
6.5.9 It should support minimum 3900 VLANs.
6.6 Type II Switch:

6.6.1 The details of Existing Type II Switch currently deployed in the network are
as below

Existing
Switch Part Number Part Description
Model

CISCO ME- ME-3400-24TS-A CON-SNT-ME34002A

3400

ME-3400-24TS-D CON-SNT-ME34002D

6.6.2 The Type II switch shall provide connectivity to the servers, Type I Switches
and other critical devices at the Data Center LAN including connectivity to the
multiple CDR Collectors.

453
 6.6.3 The specifications of the Type II switch are given below :

a. Switches to be used for server connectivity shall comply with all clauses
for LAN Switch Category II Metro Ethernet Access – Medium Range
under chapter 3 of TEC GR No. TEC/GR/I/LSW-001/05/MAR 2014.
Chassis shall be configured with with at least 256 no. 1G/10G
(Multimode). Additionally it should support 48 no.s of 40GE/100G
(Multimode) optical ports in view of server architecture and/or future
compatibility.

b. Switches for Management zone and Workstation LAN segment shall

comply with Category IV High End of TEC/GR/I/LSW-001/05/MAR 2014.
It should have at least 24 no.s of 10/100/1000 Mbps electrical
access ports and 2 nos. of 1G/10G optical Multimode uplink ports.

6.6.4 The switch should be capable of working with 220 V AC with a variance of
+/- 20%
6.7 All the category switches should be compatible with each other and other Network
equipments.

7 System requirements

A key requirement of the network is to have sufficient redundancy in the network to

eliminate any single point of failures. The network is designed to ensure that failure
of any single router or WAN link shall not affect the flow of CDR and other data
traffic. The network shall run dynamic routing protocols to ensure that alternate
paths are available during such failure. It shall not require any manual intervention
for re-routing of traffic and there shall be no disruption in service.

454
 SECTION – 3 - PART B-27
Storage Equipment & Backup Solution

1. BSNL will have one Production Data Centre (DC) at Hyderabad and one Disaster
Recovery Data Centre at PUNE.

1.1. Tier-1 applications need to be provided on Enterprise All flash Storage array and
Tier-2 applications on Scale-Out NAS

1.2. Proposed Enterprise All Flash Storage Array shall comply with TEC GR No
TEC/GR/IT/DSI -001/04/ DEC 2015.

1.3. Storage arrays software shall have capabilities to automate storage administrators
daily jobs based on storage management policies.

1.4. The Enterprise All Flash Array should support both synchronous and asynchronous
data replication across sites for disaster recovery. It shall support 3 site remote
replication in concurrent and cascaded topology with capability to dynamically switch
between them.

2. Constituent of Storage area network: Indicated constituents of Storage Area

Network are as below:

2.1. Storage

Enterprise ALL Flash Storage Array

Tier-1: Applications requiring highest level of performance need to be provisioned on

Enterprise All Flash Storage Array

 Billing, Electronic Stapling, PMS

 CRM
 Mediation
 Provisioning
 Interconnect Billing
 Order Management
 EAI
 Accounting
 Enterprise reporting
 Inventory Management System
 Fraud Management System
 Revenue Assurance
 Data Warehousing
 Element Management System
 MIS Reports
Scale-Out NAS

Tier-2: Largely batch and archival applications and can be provisioned on Scale-Out NAS

 Bill Images
 Archival
2.2. Backup to disk, Disk based backup system

2.3. SAN Switches, Backup Software.

2.4. Regular full and incremental backups are 1 st copied to disk based backup system and
from there it will be copied to Object Storage for long term retention.

2.5. Archival to Object Storage.

3. Enterprise Storage Array specifications

455
3.1. Enterprise All flash storage array shall comply with technical specifications mentioned
on TEC GR No TEC/GR/IT/DSI -001/04/ DEC 2015 sections 3.4(Except point 3.4.24 &
3.4.25) and Storage parameter table 3.3.1 (Enterprise).

3.2. The proposed Storage system shall be configured with storage capacity using only
Enterprise SSD disks to take care of storage requirements of the BSNL data centre.
The configured capacity on storage system(s) shall be able to address the data
storage requirement, of production instances of various applications running in the
data centre, their corresponding Copy, as well as storage capacity for aged data.

3.3. The overall availability of the entire SAN solution shall be 99.99%. It shall be
configured in a SAN system to meet optimal & consistent application performance.

3.4. Bidder shall provide full compliance with cross reference statement of total functional
and process compliance to the relevant components of TEC GR as referred to in this
tender, in addition to complying with the technical specifications mentioned in the
tender document.

3.5. Asked capacity shall be entirely provided on SSD disks with dual parity RAID for Tier-
1 storage. Hot spots detection are not desired. Where ever parity is mentioned, the
vendor must propose dual parity or better protection which is to be established by the
vendor with relevant documents.

3.6. For managing storage arrays management tools shall be provided.

3.7. At least 8 (Eight) Point in time copies/Snapshot shall be provisioned & minimum 20%
storage capacity shall be provisioned additionally for snaps.

3.8. The storage arrays shall support data protection using the following mechanism:

 Using double parity drive protection in a RAID group.

3.9. The front end bandwidth should support minimum 512Gbps using 8Gbps or higher
FC connectivity and scalable to at least 2Tbps. Offered storage shall be supplied with
minimum four additional 10Gbps IP ports for storage based replication on Storage
array ( if ports are not provided on array , same shall be offered using FCIP Blade or
Gateways).

3.10. The storage system shall have capability to minimize the impact of component
failure in the enterprise storage system for performance and availability by isolating
the failed component (like memory module, CPU or I/O slot) in the Enterprise
storage Controller while keeping the controller running and servicing workload during
such failure with remaining resources i.e. with reduced memory or processor or I/O
slot.

3.11. The array shall have latest generation multi-core processor architecture for
delivering high throughput and I/O performance in addition to efficiently distributing
load throughout the entire architecture.

3.12. The SAN storage systems shall be Enterprise Class All Flash Storage Systems with
Scale up as well as scale out of multiple controllers architecture. It shall have truly
active-active architecture, providing automatic load balancing of I/O's across the
solution.

3.13. The proposed storage shall support 900GB SSD or Higher capacity Flash Drives
Proposed capacity shall be configured using 4TB or smaller SSD disks

3.14. The supported disks shall be dual ported with minimum 6Gbps or higher full-duplex
data transfer capability. Each SAS Port/FC Loop pair must be configured with less
than 30 SSDs.

456
3.15. Storage System shall have multiple Hot Spares 2% Hot Spare over and above the
configured capacity.

3.16. Enterprise Storage solution shall be configured with minimum 2048 GB of usable
Global memory Cache (usable cache after cache protection mechanism like
mirroring). All Cache shall be available as Write or read Cache dynamically as per
application requirement.

3.17. The SSD Disk enclosure should provide 20% free slots for future use.

3.18. The storage array shall have capability to provide Block level Data De-duplication or
Compression methods for storage space reduction & QoS for better application
performance and efficiency. These storage reduction features should not have any
performance impact on Host IOs. All flash storage Solutions that do not support
either inline-Data De-duplication or Compression capability should provide 2x extra
physical usable capacity to compensate the benefits of storage space reduction.

3.19. The storage shall be with No Single Point of Failure (SPOF). All the components shall
be redundant and hot swappable including power supply, fans, etc.

3.20. The proposed storage must support non-disruptive replacement of hardware

component. The storage must provide non-disruptive firmware/micro code upgrade,
device reallocation and configuration changes. At any given point of time while the
Firmware upgrade is happening, the optical links from the HBA to the Storage must
not go down, i.e. no host shall face any path failure to storage and no controller shall
go down or reboot.

3.21. The storage shall have protection of cache data during a power down either
scheduled or unexpected power outage by de-staging the data in cache to Disk/Flash
memory or battery backed cache with minimum 72 hrs backup.

3.22. The storage shall support multiple operating systems such as Windows, UNIX, Linux,
Solaris etc.

3.23. The storage shall support clustering solutions such as Microsoft cluster, MS SQL
cluster, SUN Solaris cluster, Linux cluster etc.

3.24. The storage shall have integration with major Database like Oracle, MS-SQL, DB2,
etc to take application consistent copies . Any Licenses etc. for this support must be
provided with System.

3.25. Storage Management Features

a) Vendors shall offer Centralized Management Software which should be capable of

monitoring and managing multiple enterprise storage arrays.
b) Storage management software shall be browser-based/web enabled accessible over
IP
c) It shall provide monitoring and performance reporting on storage arrays
d) It shall support open standards based management like CIM/SMI-S/SNMP etc. and
also support integration with popular Third Party Enterprise Management Software
(EMS) frameworks
e) It shall have roles based access for user accounts to the storage system.
f) Storage management software shall provide interface/wizards to perform
configuration operations like create LUNs present LUNs to host, set LUN attributes
etc.
g) Storage management software shall be able to perform and monitor local and
remote replication operations.
h) Storage management software shall be able to monitor alerts
i) Storage management software shall provide real time monitoring and historical
analysis(upto 1 year) of storage performance data such as total IOPS, read%, write
%, throughput, etc. for analyzing performance of the systems.
457
3.26. Local copy features

a) Enterprise Storage system shall support the creation of physical/logical

PIT/BCV/snap shots copy from the primary / standard volume
b) It shall support instant and consistent split of the PIT/BCV/snapshotcopy from
the primary / standard volume (Creation of a copy as of any given time) without
disrupting production application processing
c) Data shall be immediately available to host for production processing, upon
issuing restore command, while the restore continues in the background
d) System shall have automated software with GUI based configuration capability
to create replicas, do consistent splits and repurpose for running secondary jobs
like printing, back up etc
e) Storage system shall support at least 8 or more Point in Time/snapshots copies
within the same storage system for a given production volume
f) Storage system shall be able to produce consistent re-startable Point-In-
Time/snapshot copy of production data without having to shutdown the
database.

3.27. Remote Replication features

a) The storage system shall support Synchronous and Asynchronous Data

Replication to remote site.
b) The Storage system shall support 3 site remote replication in concurrent and
cascaded topology with capability to dynamically switch between them.
c) The replication solution shall support replication with or without FCIP routers.

4. Disaster Recovery

4.1. The storage array shall support data replication for critical & non-critical data for
disaster recovery across primary and disaster recovery data centers

4.2. DR Storage array shall support the use of replicated data for DR testing, business
intelligence, and development and test without any business interruptions.

4.3. System shall have built-in Network Optimizationand compression features. System
shall have capabilities of efficiency preserved replication.

4.4. There shall be provision for a business continuity volume/ snapshots in the DR
enterprise array box.

4.5. Backup Infrastructure shall be provisioned in both DC and DR; the DR infrastructure
shall also support the backups of the DR storage for Tier-1 and Tier-2 Applications
in case of business operations at DR site.

4.6. The offered DR solution shall support bidirectional synchronous and asynchronous
enterprise storage based remote replication for Tier-1 Applications & Tier-2
applications on Scale-Out NAS shall Support Asynchronous replication to the DR Site

4.7. The RPO and RTO requirements for different tiers of applications are given below:

a. Critical applications – These are Tier-1 applications with most aggressive RPO
and RTO requirements

i. RPO = 2 hours
ii. RTO = 12 hours
b. Batch applications: These are Tier-2 supporting applications with following
RPO and RTO requirements

458
 i. RPO = 12 hours
ii. RTO = 144 hours

5. Scale-Out NAS for Tier-2 Workloads.

5.1. Storage should be Fully Symmetric and fully distributed clustered Architecture
written for Scale-Out NAS operations. Minimum Four Active-Active Storage
controllers/Storage Nodes must be provided. In case of front end and backend
storage controllers are different, storage solution should have minimum four
backend storage controllers.

5.2. It should be scalable to minimum 16 numbers of Storage controllers/Storage nodes

seamlessly, without any disruptions/downtime to production workflow for
performance, capacity enhancement, software/firmware upgrades.

5.3. Storage Solution should be configured with min 64bit 14 core or more processor per
Storage Controller/ Storage node.

5.4. Storage Solution is configured with minimum 128 GB (usable cache memory after
cache protection overheads) ECC Memory per Storage controller/Storage node
configured for read and writes operations.

5.5. Scale-Out Storage should have fully journaled, fully distributed, specialized
Operating System not using Microsoft's Windows Storage server based OS,
dedicated for serving data efficiently and customized for Scale-Out Storage.

5.6. Each Storage Controllers/ Storage node should have 2 ports of 1/10GbE for client
connections with an option of non-disruptive upgrade from 10GbE to 40GbE ports if
required in future on the same set of controllers.

5.7. Storage solution should have capability to support different kinds of disks types
likes SSD/SAS/SATA drives pools as same file system in same storage Cluster
whereas current requirement is SAS only.

5.8. The Scale-Out Storage System should be able to protect the data against
simultaneous 2 (Two) disk failures & any storage controller/ storage node failure in
the storage system..

5.9. The backend internal connectivity between storage controllers/storage nodes should
be using high performance InfiniBand or 10 GigE network with no single point of
failure.

5.10. The backend internal connectivity configured between Storage controllers/Storage

nodes themselves and between storage controllers/nodes and disk controllers, if
configured, should be redundant and there should be "No Single Point of Failure".
Redundant and hot replaceable modules: Controllers, Hard Disk Drive and power
supplies (230V AC, 50 Hz.).

5.11. The Complete multi-controller Storage System Solution should be fully redundant,
configured in High Availability mode and should NOT have any Single Point of
Failure (SPOF).

5.12. The NAS appliance should support NDMP protocol to take backups directly from NAS
to Disk Library.

5.13. Network protocol Support: CIFS, NFS Version 3 and 4, SNMP, SMTP, Network time
protocol (NTP). It should also support AD, LDAP integration. License to enable asked
protocols if needed shall be provided.

5.14. Folder and File Level Access Control Lists (ACL) security for users & groups.

459
5.15. Support the management, administration and configuration of the whole storage
platform through a single management interface along with CLI

5.16. Proposed storage system should have point in time snapshot copy capability. The
snapshot copy creation should instant and should be available for file level restores
immediately. It should be possible to maintain at least 8 snapshots copies per day
for one week (total of 56 snapshots for a week) on the storage system to manage
data restore requirements.

5.17. The storage system shall be able to support asynchronous replication across WAN to
another storage system.

5.18. The replication software shall be able to support incremental block-based replication
based on changed data blocks after the initial baseline transfer.

5.19. The system must be able to support Write Once Read Many (WORM) compliant to
SEC17a-4F.

5.20. The system must support multiple multitenant access zones for different Active
Directories and LDAP. Each Access zone must simultaneously support local, Active
Directory and LDAP users. The system must support Role Base Access Control with
Integration with Active Directory and LDAP.

5.21. The system must be able to support System auditing for system as well as
supported protocols. The system must be able to support Anti-Virus Scanning
through Internet Content Adaptation (ICAP) protocol.

5.22. Storage System quoted by the OEM to be in the Leaders Quadrant in the latest
Gartner Magic Quadrant for Distributed File and Object Storage Arrays Report or
Storage System OEM should be in the Top5 Global latest revenue report from IDC
as on 31 Jan 2018.

6. Backup

6.1. The backup policies refer/comply to TEC GR- TEC GR No. TEC/GR/IT/DSI-
001/04/DEC 2015 section 3.10:

Application Tier / Backup parameters Tier-1 Tier2

Data Synchronization frequency D2D (within Primary 2 12
Storage)/Backup Window
Snapshot maximum retention period 24 Hours 24 Hours
Daily Incremental Backup to disk appliance frequency at Daily Daily
both sites with replication
Full data backup to Object Storage with frequency Weekly Weekly
Incremental data backup retention (weeks) 4 4
full data backup retention (Weeks) 4 4
Archival Data Backups, monthly and Quarterly retention. 3 Years 3 Years

6.2. Application aware backup needs to be taken for better and granular restoration
capability. These capabilities to be specifically implemented for all types of data
bases including Oracle DB. The DB backup shall be fully automated and
synchronized with Object Storage policy with following features

a. Backup of archival log based on set policies

b. Capability to automate execution of custom scripts before and after backup
and restore
c. Integration to automate D2D replication and LTR Storage

460
 d. Long Term retention (LTR) data (above 1-2 month old retention) shall be
protected on Object Storage.

6.3. Archival and restoration policy for main application is as below:

Long Term
retention
Application Retention parameter Online retention
(in Object
Storage)

Mediation input & output files

Mediation 3 months (including 3 years
(Retail+IOBAS)
current month)

Mediated files 2 months Not required

Rated usage files 2 months Not required
Billed CDRs data 4 months 3 years
Pending error CDRs data 6 months 3 years

Current year + previous

Billing Invoices data 3 years
2 financial years

Current year + previous

Journal data 3 years
2 financial years

Billed NRCs 6 months 2 years

Bill images (PDFs) 6 months 12 months

Bill Formatter
Post script (printable) files 2 months 12 months

Online Payment records 18 months 5 years

PMS
Offline Payment records 24 months 5 years

4 months (including
Normal orders current month) 3 years
7 months (including
Assurance/Fault Orders current month) 3 years
Closed and account settled Current + previous year
CRM customer data data 3 years
Current + previous year
Invoice data data 3 years
Payments data one year 3 years
Dunning related records one year 3 years
Viewed Alerts (except APN alerts) one year 3 years
Provisioning 4 months (including
(Clarity) Normal orders current month) 3 years

461
 7 months (including
Assurance/Fault Orders current month) 3 years
2 months (including
Dunning orders current month) 3 years
Closed and account settled Current + previous year
customer data data 3 years
2 months (including
EAI Order instances current month) 2 years
(Middleware)
4 months (including
Order Reports current month) 2 years
ER Reports 2 months 2 years
Enterprise
Reporting Clarity Reports 2 months 2 years
Billing Reports 2 months 2 years
IVRS &
Directory Not applicable/Not required
Enquiry (DQ)
Revenue
Assurance Data pertaining to reports 6 months 6 months
Fraud
Management
System Data pertaining to reports 6 months 6 months
Mediated files 3 months Not required
IOBAS Rated CDRs 6 months 3 years
Invoice PDFs 5 years 5 years

Data Protection Management Console

• All Flash;
• Performance
• IOPS, Data Services

Enterprise App Integrated

SAN
Storage
(Tier –I
C Workloads)
• Global Cache
• Data Protection
O Integrated Data
• Snapshots and other
M data services
• Remote Replication
P Scale Out
U NAS
(Tier II
T
E Workloads)
• WORM, Encryption
• NFS, CIFS.
Data Protection • Scalable
• FC, IP, OST, CIFS, • Single Namespace
NFS • Used for Long Term
• Integration with OS, Retention and cold
backup software
archive of data
Hyper-visor Data Archival
Protection Long Term Retention
of Backup to Object Storage
Protection Appliance Storage
Appliance
• Deduplication • S3, Swift, CAS
• Compression • Encryption
• Encryption • WORM
• Replication
Storage • Replication
Integrated Data • NFS, CIFS
Protection

1
Hot Data
© Copyright 2017 Dell Inc.
Operational Recovery Cold Data

6.4. Restoration Process

Bidder has to build infrastructure for restoration process so that the restoration of
key data elements like CDR, IPDR, customer orders / service requests (including
462
 faults and complaints) from the archived set does not take more than 12 hrs. A
detailed proposed for the compliance of same shall be submitted along with the bid
document.

7. SAN Switches :

Shall refer & comply with TEC GR No. TEC/GR/IT/DSI-001/04/DEC 2015 section 3.13
for fiber channel switches
7.1. Director class SAN Switch shall have non-blocking architecture.

7.2. Shall be scalable to 384 ports in a single domain with 16Gbps full duplex ports

7.3. Two nos. of Fiber channel switch shall be provided in high availability mode. There
should be no oversubscription @16Gbps using Local switching or equivalent
technology.

7.4. The ports shall operate at 16Gbps and auto-negotiate to 8Gbps/4Gbps All the
components shall be hot swappable field replaceable units allowing non disruptive
maintenance

7.5. There shall not be any single point of failure in the switch. The SAN switch shall
provide Enterprise-class availability features such as Dual-redundant control
processors, redundant hot-swappable power and cooling subsystems.

7.6. The switch shall support different port types such as D_Port (Diagnostic Port),
E_Port, EX_Port, F_Port, M_Port (Mirror Port); Non disruptive Microcode/ firmware
Upgrades and hot code activation.

7.7. Total aggregate chassis BW shall be 8.2 Tbps

7.8. The switch shall be rack mountable.

7.9. Switch shall support diagnostics features such as port mirroring, Syslog, Online
system health, Port-level statistics etc.

7.10. Support for FCIP blade and in flight encryption feature or the storage native IP ports
should offer the encryption for replication.

7.11. Shall have Management features like HTTP, SNMP v1/v3 (FE MIB, FC Management
MIB), SSH, Auditing, Syslog, Advanced Performance Monitoring, Command Line
Interface (CLI), SMI-S compliant, Administrative Domains,

7.12. SAN switch Shall have Security features like AES-GCM-256 encryption on ISLs, DH-
CHAP (between switches and end devices), FCAP switch authentication, FIPS 140-2
L2-compliant, HTTPS, IPsec, IP filtering, LDAP with IPv6, Port Binding, User-defined
Role-Based Access Control (RBAC), Secure Copy (SCP), Secure RPC
SFTP, SSH v2SSL, Switch Binding.

7.13. SAN switch shall have N+N Power Supply configuration, N+1 Blower configuration.

7.14. In addition, the SAN Switches shall also have the following features:

i. Vendors shall provision SAN switches for connecting all the devices on the SAN
through Fiber Channel. At least two switches in redundant mode with minimum
384 FC ports each shall be supplied at each location.

ii. The switch shall support the aggregation of ports on any module to provide
aggregated link.

iii. Switch shall support SNMP traps and management through/integration with
Element Management Software.

463
8. Eligibility Criteria for Different SAN Components

No . o f L iv e El i gi b i li ty Doc u me nt s
Pr od uc t Si te s Pa r a me te r (p e r to b e
(M in i m um ) s it e) su b mi tt ed
Ent e rp r i se In st al l ati on i n
Cl i en t
8.1 Sto r a ge Tw o G o vt/P SU/ BFS I/ T E
C er ti fi cat e
A r r ay LC O en vi r on m en t

In st al l ati on i n
Sc a le -O ut Cl i en t
8.2 Tw o T EL C O
N AS C er ti fi cat e
en vi r on m en t

In st al l ati on i n
Cl i en t
8.3 Di sk Li b r a ry Tw o T EL C O
C er ti fi cat e
en vi r on m en t

O b je ct
In st al l ati on i n
Sto r a ge fo r Cl i en t
8.4 Tw o T EL C O
Lo ng T e rm C er ti fi cat e
en vi r on m en t
A rc h iv e

Note: In all the above cases Work Order and Citation of the project certified by
authorised signatory may also be submitted in case the client certificates can not be
arranged. Bidder shall provide supporting documentary proof in form of work orders,
confirming year, area of activity and value of services delivered. Bidder shall submit the
Reference details of the Client (Name & Designation, Address, Contact Number, Email ID).

9. Backup Software

9.1. Vendor shall offer Backup Software complying with the specifications for Backup
Software in TEC/GR/IT/DSI -001/04/ DEC 2015

9.2. Shall be available on various OS platforms like Windows, Linux and UNIX etc.
platforms and be capable of supporting backup / restores from various platforms
including but not limited to UNIX, HP-UX, IBM AIX, Linux, . The backup server
should be supported on both Windows and Linux platforms.

9.3. Ability to backup data from one server platform and restore it from another server
platform to eliminate dependence on a particular OS machine and for disaster
recovery purposes.

9.4. The Backup software shall support Multiplexing and Parallelism allowing multiple
backup streams from single or multiple clients to be sent to a single tape drive or to
multiple tape drives at the same time, thus improving backup performance

9.5. Software shall have full command line support on above mention operating systems.

9.6. The backup software shall be able to encrypt the backed up data using 256-bit AES
encryption on the backup client and shall not demand for additional license, any such
license if needed shall be quoted for the total number of backup clients asked for.

9.7. Must support wizard-driven configuration and modifications for backups and devices

9.8. The backup software shall support industry standard Common Device Interface for
advanced device reporting and handling.

9.9. Shall have cross platform Domain Architecture for User management and shall also
have role based User management and access control for multitenant environments.

464
9.10. Shall have firewall support.

9.11. Must support de-duplicated backup and recovery.

9.12. Shall have a minimum backup and restore throughput of 20 TB/hr without de-
duplication at source and 40 TB/hour with de-duplication at source for meeting the
backup window requirement. This solution shall be used to take backup of
incremental data as well as at least one full BCV of the production volume.

9.13. Shall support hardware/Software compression in the ratio of 2:1 or better. However
if compression is being achieved through software then it shall be residing locally
itself and in no case shall degrade/affect the performance of backup and media serve

9.14. Ability to emulate leading tape libraries such as the Storage-Tek, HP, ADIC,
Quantum, etc. simultaneously.

9.15. Ability to configure 64 or more virtual tape libraries, 100 or more tape drives/VTL,
and up to 50000 or more tape cartridges in a single virtual tape library (VTL)
appliance.

9.16. The backups should be moved to a long term retention storage like object storage &
tape library after storing the backups within the appliance for 1 month. Any
necessary hardware or software required should be made available by bidder from
day one.

9.17. The bidder shall ensure that the backup data can be cloned from disk library to the
Long term storage seamlessly using the backup software. This disk library solution
shall be used to take selective backup and restore based on BSNL requirement.

9.18. Shall support backups for clustered servers and support industry popular clusters
like Sun cluster, HP service guard, EMC cluster, HACMP i.e. shall have the ability to
backup data from clustered servers from the virtual client, backing up data only once
and giving consistent backup in case of failover of nodes.

9.19. Must support backup / recovery of raw SCSI volumes for full volume restores. Block
based backups with granular recovery should also be supported for Windows and
Linux OS platforms.

9.20. The backup software shall support SAN based backup and restore of NDMP data
to proposed disk based backup appliance.

9.21. Shall be able to integrate with third party VTL which has data de-duplication
capabilities. However, the VTL shall preferably be from the same vendor.

9.22. The backup software must provide support for online backup for Databases such as
MS SQL, Oracle, Exchange, Lotus, DB2, Informix, Sybase and MySQL with out-of-
box agents. Agent/Modules shall be per host and shall not demand for upgrade of
licenses in case of number of CPUs are increased..

9.23. Backup solution shall have the capability to perform full & incremental backups in
same cartridges for optimal utilization of tapes

9.24. Must support Hardware and storage array based snapshot backup for off host zero
downtime and zero load on the primary backup client.

9.25. The backup software shall support data movement directly from the backup client to
the disk target without passing through the backup server.

9.26. Shall support global deduplication across all supported ingestion protocols like VTL,
OST, NFS and CIFS etc.

465
9.27. Shall be offered with all the licenses for backup, replication, encryption, VTL and
OST.

9.28. Proposed solution shall have capability to replicate data with encryption in de-
duplicated format to a DR disk library appliance

9.29. Shall provide extensive Web based/GUI based reporting and management
functionality inbuilt in the Backup software. Ability to generate reports for specific
data sets, clients or the entire backup server giving out reports on backups

9.30. The backup software should provide image based backups and flexible recovery
(granular, image based, instant access) for virtualization platforms like VMWare and
MS Hyper-V. Role based access should be provided to both virtualization admins and
backup admins to perform backup and recovery from their own management
consoles.

The backup software should have the capability to write backup data from clients directly to
backup storage (Tape, disk, object storage etc.) without the need of physical media servers.

10. Object / Archival Storage requirement

Shall refer & comply to TEC GR No. TEC/GR/IT/DSI-001/04/DEC 2015 section 3.8 for
Object Storage

10.1. Proposed object storage should be able to scale to petabytes of unstructured data
storage and to store it over longer periods of time and make it available over the
Web. Proposed object storage should be offered with minimum 800TB of usable
storage and should be scalable to 1 PB usable for future expansion.

10.2. Proposed Object storage should be configured with WORM capability to prevent any
change/deletion of data as per the retention requirements set by policies. It should
support existing /future one year SEC17a-4 compliance for WORM capability. Object
Storage shall have ability to set default retention periods for different categories of
objects/content in case application(s) cannot specify retention period. . Object
Storage shall allow a set retention period when object is first archived and then a
specific retention period when triggered by known event (e.g. set retention period of
documents for X years after a legal case has been closed).

10.3. Proposed object storage should be able to Scale seamlessly across data centers
globally by providing a single namespace across all locations. Should support flexible
access methods for tradition applications, web applications, windows, Linux, and
mobile devices to get the storage they need when they need it.

10.4. Should support integration with leading archival solutions to provide customizable
polices to automate data placement protection and lifecycle

10.5. Object Storage shall protect all objects with Erasure Coding, Erasure coded data
should be encoded equally efficiently, regardless of object size. Object Storage shall
allow any object to be accessed from any node at any site with most recent version
of data always available.

10.6. Should be able to scale up, on compute and capacity exclusively and seamlessly with
zero impact to the level of service to users and applications.

a. All disk and node rebuilds should leverage protection from within the same
site so as to avoid consuming expensive and limited WAN bandwidth and
minimize rebuild times during rebuild operations.

466
 b. On disk or node failure, Object Storage shall redistribute exposed data
across as many drives and nodes as possible to take advantage of multiple
spindles and minimize data exposure.

c. Object Storage shall support encryption of all object data, at rest and in-
flight.

10.7. Should support multi-tenancy to provision and meter capacity and usage across
tenants from a single system and provide users with self-service access and
management of their storage. Object Storage platform shall be configured so that a
single physical node failure will not eliminate more than 25% of available, usable
storage.

10.8. Vendor shall provide single point of support contact for Object Storage software and
hardware, guaranteeing response times for both. Should support Metadata-driven
policies to automate placement, protection, availability at object, tenant, or system
levels and set retention and expiration.

10.9. Should allow an application to gain access to objects from a different geography for
DR reasons. Remote systems may only provide “read-only” access in the event the
system an object was originally created on is unavailable

10.10. Store object across distributed storage environments for unmatched protection.
Should support met-data tagging on objects, auto-configuration, garbage collection,
auto-healing features.

10.11. Should support Data striping within nodes. Should support access through CIFS/NFS,
Openstack Swift, native S3 API and HDFS without need for additional hardware.
Should be able to integrate with custom applications and software, backup/archive
to cloud, file tiering, file sync and share applications seamlessly.

10.12. Proposed Solution must have inbuilt capability to protect the objects using erasure
coding method to ensure more than 2 hardware failures simultaneously. Proposed
storage system should have minimum eight number of nodes (controllers) scalable
to more in same namepsace to provide no single point of failure

10.13. Solution must be fully geo-capable and replicates data both within and across
multiple sites for resiliency against site failures.

10.14. Proposed storage system must have 10GbE HA network connectivity within the rack
and provide up to 80 Gb/s uplinks to customer network including high availability
configuration.

10.15. Object Storage shall be managed and monitored via integrated UI, CLI & RESTful
APIs, shall support multi-tenant architecture including ability to apply quota limits on
specific sections within the object store. Object Storage should also provide for REST
API for more advanced monitoring and auditing capabilities. Object Storage shall
support SNMP and Syslog protocols to provide information related to object storage.

10.16. The proposed Object Storage should be from leader’s quadrant from Gartner 2017
Object Storage and Scale-Out NAS systems report OR top 5 Storage OEM as per IDC
revenue reports on Jan 31 2018.

11. Disk Library Specifications:

11.1. Vendors shall offer disk Library complying with the specifications for Disk Library in
TEC/GR/IT/DSI -001/04/ DEC 2015 section 3.10.2

11.2. The disk Library Unit shall be configured with disks of 7,200 rpm or higher rpm SATA
/SAS disks. The number of disks and disk arrays shall be based on the sizing of the

467
 disk library and the backup window requirement mentioned elsewhere in the
document.

11.3. The disk library Shall support RAID-6 protection.

11.4. The disk library has to be proposed for the backup of the storage with, 5 weekly full
backups and 14 incremental backups are required to be stored in the disk library. A
buffer of the highest volume is also required.

11.5. Each disk library should have 4 in high availability Fiber Channel ports of 16 Gbps or
higher. In addition it should be offered with two 4x10Gbps Ethernet ports.

11.6. The backups should be moved to a long term retention storage like object storage &
tape library after storing the backups within the appliance for 1 month. Any
necessary hardware or software required should be made available by bidder from
day one.

11.7. The bidder shall ensure that the backup data can be cloned from disk library to the
Long term storage seamlessly using the backup software. This disk library solution
shall be used to take selective backup and restore based on BSNL requirement.

11.8. Proposed appliance should be sized appropriately for backup of data as mentioned
in the Storage (Tier 1 and 2) in the schedule of requirements with policies as per
below backup policies

 Daily Incremental Backup – retained for 4 weeks

 Weekly Full Backup for all data types – retained for 1 month

 Monthly Full Backups – Retained for 1, 3, 5 years in the same appliance or in

an external object storage

 Yearly Full Backups for all data types – retained for 5 years in the same
appliance or in an external object storage

 The solution should be quoted with a min. usable capacity of 800TB and
should be scalable to minimum 3 PB usable. Any additional capacity required
as per sizing needs to be proposed by the bidder.

11.9. Each disk library should be offered with RAID-6 protection and hot spare drives in a
minimum ratio of 15:1.

11.10. Backup solution shall have retention applicable on backed up data not on tapes. The
solution should also support applying retention locks (WORM) on the proposed disk
backup appliance

11.11. Proposed appliance should support Enterprise Applications and Database Backups
without integration with Backup Software, for better visibility of Backups to
Application and database Owners, thus ensuring faster and direct recovery on
application/database level. This integration should be available for Oracle, SAP, SAP
HANA, DB2, MS SQL, Hadoop, MongoDB, Cassandra etc.

12. Technical requirements of FC to IP router(optional)

12.1. At least two routers shall be provided at each location. The design shall support
failover using redundant configurations ensuring that in case one of the routers is
down the traffic can flow through other router. Actual requirement would be as per
the BW requirement of WAN links to storage infrastructure.

12.2. The router should support high FC bandwidth of minimum 16 Gbps or higher and
should have minimum 16 ports scalable to 24 ports

468
12.3. The router should support FCIP ports at least 8 scalable up to 16 No’s with minimum
speed of 1/10 Gbps or higher.

12.4. The router should support Ethernet Jumbo frames at 9000 bytes minimum.

13. Existing assets offered for reuse – Identified infrastructure Software and hardware
assets (including storage, backup software and tape library SL8500) of BSNL CDR
Environment, which can be reutilized by the bidder. If the bidder proposes to use the
existing tape library the tape drives are to be replaced with LTO7 or latest.

13.1 These Software and hardware proposed to be reused are "as and where is basis".
Bidder has the option to utilize these Software and hardware or offer all hardware and
Software new. Bidder shall indicate the assets being used in the Technical bid and
Unpriced BOM. Bidder shall give utilization scheme of existing assets in the technical
Bid so that tender time lines are met.

13.2 In case of reutilization of hardware and software, Bidder shall be Responsible for AMC
and O&M for 9 years (equivalent to 1 year migration, warranty of 2 years and AMC of
6 years) of such items from the respective OEMs.

13.3 In this regards, necessary support certificate from respective OEM of existing assets in
the format as in section 7(G) shall also be submitted also indicating that the hardware
and software proposed to be reused met the requirement of tender or shall be
upgraded to meet the tender requirement.

14. ERP Storage Equipment & Backup Solution

14.0 BSNL has ERP Production storage at Hyderabad and Disaster Recovery Storage at
KOLKOTA.

14.1. Total Storage is to be provided on Enterprise All flash Storage array.

14.2. The newly supplied ERP storage has to be integrated with the existing ERP servers at
Hyderabad, Kolkata and the data has to be migrated from existing storage to the
proposed new storage by the SI.

14.3. Proposed Enterprise All Flash Storage Array shall comply with TEC GR No
TEC/GR/IT/DSI -001/04/ DEC 2015.

14.4. Storage arrays software shall have capabilities to automate storage administrators
daily jobs based on storage management policies.

14.5. The Enterprise All Flash Array should support both synchronous and asynchronous
data replication across sites for disaster recovery. It shall support 3 site remote
replication in concurrent and cascaded topology with capability to dynamically switch
between them.

15. Constituent of Storage area network: Indicated constituents of Storage Area

Network are as below:

15.1. Storage

Enterprise ALL Flash Storage Array

ERP SAP Applications requiring highest level of performance need to be provisioned on

Enterprise All Flash Storage Array

 Enterprise Core components (ECC)

 Enterprise Portal (EPP)
 Business Intelligence (BI)
469
  Supplier Relationship Management (SRM)
 Process Integration (PI)
 Supply Chain Management (SCM)
 Master Data Management (MDM)

15.2. Backup to disk, Disk based backup system

15.3. SAN Switches, Backup Software.

15.4. Regular full and incremental backups are 1 st copied to disk based backup system and
from there it will be copied to Object Storage for long term retention.

15.5. Archival to Object Storage.

16. Enterprise Storage Array specifications

16.1. Enterprise All flash storage array shall comply with technical specifications mentioned
on TEC GR No TEC/GR/IT/DSI -001/04/ DEC 2015 sections 3.4(Except point 3.4.24 &
3.4.25) and Storage parameter table 3.3.1 (Enterprise).

16.2. The proposed Storage system shall be configured with storage capacity using only
Enterprise SSD disks to take care of storage requirements of the BSNL data centre.
The configured capacity on storage system(s) shall be able to address the data
storage requirement, of production instances of various applications running in the
data centre, their corresponding Copy, as well as storage capacity for aged data.

16.3. The overall availability of the entire SAN solution shall be 99.99%. It shall be
configured in a SAN system to meet optimal & consistent application performance.

16.4. Bidder shall provide full compliance with cross reference statement of total functional
and process compliance to the relevant components of TEC GR as referred to in this
tender, in addition to complying with the technical specifications mentioned in the
tender document.

16.5. Asked capacity shall be entirely provided on SSD disks with dual parity RAID. Hot
spots detection is not desired. Where ever parity is mentioned, the vendor must
propose dual parity or better protection which is to be established by the vendor with
relevant documents.

16.6. For managing storage arrays management tools shall be provided.

16.7. At least 8 (Eight) Point in time copies/Snapshot shall be provisioned & minimum 20%
storage capacity shall be provisioned additionally for snaps.

16.8. The storage arrays shall support data protection using the following mechanism:

 Using double parity drive protection in a RAID group.

16.9. The front end bandwidth should support minimum 512Gbps using 8Gbps or higher
FC connectivity and scalable to at least 2Tbps. Offered storage shall be supplied with
minimum four additional 10Gbps IP ports for storage based replication on Storage
array ( if ports are not provided on array , same shall be offered using FCIP Blade or
Gateways).

16.10. The storage system shall have capability to minimize the impact of component
failure in the enterprise storage system for performance and availability by isolating
the failed component (like memory module, CPU or I/O slot) in the Enterprise
storage Controller while keeping the controller running and servicing workload during
such failure with remaining resources i.e. with reduced memory or processor or I/O
slot.
470
16.11. The array shall have latest generation multi-core processor architecture for
delivering high throughput and I/O performance in addition to efficiently distributing
load throughout the entire architecture.

16.12. The SAN storage systems shall be Enterprise Class All Flash Storage Systems with
Scale up as well as scale out of multiple controllers architecture. It shall have truly
active-active architecture, providing automatic load balancing of I/O's across the
solution.

16.13. The proposed storage shall support 900GB SSD or Higher capacity Flash Drives
Proposed capacity shall be configured using 4TB or smaller SSD disks

16.14. The supported disks shall be dual ported with minimum 6Gbps or higher full-duplex
data transfer capability. Each SAS Port/FC Loop pair must be configured with less
than 30 SSDs.

16.15. Storage System shall have multiple Hot Spares 2% Hot Spare over and above the
configured capacity.

16.16. Enterprise Storage solution shall be configured with minimum 2048 GB of usable
Global memory Cache (usable cache after cache protection mechanism like
mirroring). All Cache shall be available as Write or read Cache dynamically as per
application requirement.

16.17. The SSD Disk enclosure should provide 20% free slots for future use.

16.18. The storage array shall have capability to provide Block level Data De-duplication or
Compression methods for storage space reduction & QoS for better application
performance and efficiency. These storage reduction features should not have any
performance impact on Host IOs. All flash storage Solutions that do not support
either inline-Data De-duplication or Compression capability should provide 2x extra
physical usable capacity to compensate the benefits of storage space reduction.

16.19. The storage shall be with No Single Point of Failure (SPOF). All the components shall
be redundant and hot swappable including power supply, fans, etc.

16.20. The proposed storage must support non-disruptive replacement of hardware

component. The storage must provide non-disruptive firmware/micro code upgrade,
device reallocation and configuration changes. At any given point of time while the
Firmware upgrade is happening, the optical links from the HBA to the Storage must
not go down, i.e. no host shall face any path failure to storage and no controller shall
go down or reboot.

16.21. The storage shall have protection of cache data during a power down either
scheduled or unexpected power outage by de-staging the data in cache to Disk/Flash
memory or battery backed cache with minimum 72 hrs backup.

16.22. The storage shall support multiple operating systems such as Windows, UNIX, Linux,
Solaris etc.

16.23. The storage shall support clustering solutions such as Microsoft cluster, MS SQL
cluster, SUN Solaris cluster, Linux cluster etc.

16.24. The storage shall have integration with major Database like Oracle, MS-SQL, DB2,
etc to take application consistent copies . Any Licenses etc. for this support must be
provided with System.

16.25. Storage Management Features

a) Vendors shall offer Centralized Management Software which should be capable of

monitoring and managing multiple enterprise storage arrays.

471
 b) Storage management software shall be browser-based/web enabled accessible over
IP
c) It shall provide monitoring and performance reporting on storage arrays
d) It shall support open standards based management like CIM/SMI-S/SNMP etc. and
also support integration with popular Third Party Enterprise Management Software
(EMS) frameworks
e) It shall have roles based access for user accounts to the storage system.
f) Storage management software shall provide interface/wizards to perform
configuration operations like create LUNs present LUNs to host, set LUN attributes
etc.
g) Storage management software shall be able to perform and monitor local and
remote replication operations.
h) Storage management software shall be able to monitor alerts
i) Storage management software shall provide real time monitoring and historical
analysis(upto 1 year) of storage performance data such as total IOPS, read%, write
%, throughput, etc. for analyzing performance of the systems.

16.26. Local copy features

a) Enterprise Storage system shall support the creation of physical/logical

PIT/BCV/snap shots copy from the primary / standard volume
b) It shall support instant and consistent split of the PIT/BCV/snapshotcopy from
the primary / standard volume (Creation of a copy as of any given time) without
disrupting production application processing
c) Data shall be immediately available to host for production processing, upon
issuing restore command, while the restore continues in the background
d) System shall have automated software with GUI based configuration capability
to create replicas, do consistent splits and repurpose for running secondary jobs
like printing, back up etc
e) Storage system shall support at least 8 or more Point in Time/snapshots copies
within the same storage system for a given production volume
f) Storage system shall be able to produce consistent re-startable Point-In-
Time/snapshot copy of production data without having to shutdown the
database.

16.27. Remote Replication features

a) The storage system shall support Synchronous and Asynchronous Data

Replication to remote site.
b) The Storage system shall support 3 site remote replication in concurrent and
cascaded topology with capability to dynamically switch between them.
c) The replication solution shall support replication with or without FCIP routers.

17.Disaster Recovery

17.1. The storage array shall support data replication for critical & non-critical data for
disaster recovery across primary and disaster recovery data centers

17.2. DR Storage array shall support the use of replicated data for DR testing, business
intelligence, and development and test without any business interruptions.

17.3. System shall have built-in Network Optimizationand compression features. System
shall have capabilities of efficiency preserved replication.

17.4. There shall be provision for a business continuity volume/ snapshots in the DR
enterprise array box.

472
17.5. Backup Infrastructure shall be provisioned in both DC and DR; the DR infrastructure
shall also support the backups of the DR storage for all the Applications in case of
business operations at DR site.

17.6. The offered DR solution shall support bidirectional synchronous and asynchronous
enterprise storage based remote replication.

17.7. The RPO and RTO requirements for the applications are given below:

i. RPO = 2 hours
ii. RTO = 12 hours

18.Backup

18.1. The backup policies refer/comply to TEC GR- TEC GR No. TEC/GR/IT/DSI-001/04/DEC
2015 section 3.10:

Application Tier / Backup parameters

Data Synchronization frequency D2D (within Primary 2
Storage)/Backup Window
Snapshot maximum retention period 24 Hours
Daily Incremental Backup to disk appliance frequency at Daily
both sites with replication
Full data backup to Object Storage with frequency Weekly
Incremental data backup retention (weeks) 4
full data backup retention (Weeks) 4
Archival Data Backups, monthly and Quarterly retention. 3 Years

18.2. Application aware backup needs to be taken for better and granular restoration
capability. These capabilities to be specifically implemented for all types of data bases
including Oracle DB. The DB backup shall be fully automated and synchronized with
Object Storage policy with following features

a. Backup of archival log based on set policies

b. Capability to automate execution of custom scripts before and after backup and
restore
c. Integration to automate D2D replication and LTR Storage
d. Long Term retention (LTR) data (above 1-2 month old retention) shall be protected
on Object Storage.

473
 Data Protection Management Console

App Integrated
Data Protection • Scalable
• FC, IP, OST, CIFS, • Single Namespace
• All Flash;
NFS • Used for Long Term
• Integration with OS, Retention and cold
• Performance
C • IOPS, Data Services
backup software
archive of data

Hyper-visor Data Archival

O Enterprise Integrated Data Protection Long Term Retention
of Backup to Object
Storage
SAN Protection Appliance Storage
Appliance
M Storage
• Deduplication • S3, Swift, CAS
• Compression • Encryption
P • Global Cache • Encryption • WORM
• Data Protection • Replication
U Storage • Replication
Integrated Data • NFS, CIFS
T
E Protection

1
Hot Data
© Copyright 2017 Dell Inc.
Operational Recovery Cold Data

18.3. Restoration Process

Bidder has to build infrastructure for restoration process so that the restoration of
key data elements like CDR, IPDR, customer orders / service requests (including
faults and complaints) from the archived set does not take more than 12 hrs. A
detailed proposed for the compliance of same shall be submitted along with the bid
document.

19. SAN Switches :

Shall refer & comply with TEC GR No. TEC/GR/IT/DSI-001/04/DEC 2015 section 3.13 for
fiber channel switches
19.1. Director class SAN Switch shall have non-blocking architecture.

19.2. Shall be scalable to 384 ports in a single domain with 16Gbps full duplex ports

19.3. Two nos. of Fiber channel switch shall be provided in high availability mode. There
should be no oversubscription @16Gbps using Local switching or equivalent
technology.

19.4. The ports shall operate at 16Gbps and auto-negotiate to 8Gbps/4Gbps All the
components shall be hot swappable field replaceable units allowing non disruptive
maintenance

19.5. There shall not be any single point of failure in the switch. The SAN switch shall
provide Enterprise-class availability features such as Dual-redundant control
processors, redundant hot-swappable power and cooling subsystems.

19.6. The switch shall support different port types such as D_Port (Diagnostic Port),
E_Port, EX_Port, F_Port, M_Port (Mirror Port); Non disruptive Microcode/ firmware
Upgrades and hot code activation.

19.7. Total aggregate chassis BW shall be 8.2 Tbps

19.8. The switch shall be rack mountable.

474
19.9. Switch shall support diagnostics features such as port mirroring, Syslog, Online
system health, Port-level statistics etc.

19.10. Support for FCIP blade and in flight encryption feature or the storage native IP ports
should offer the encryption for replication.

19.11. Shall have Management features like HTTP, SNMP v1/v3 (FE MIB, FC Management
MIB), SSH, Auditing, Syslog, Advanced Performance Monitoring, Command Line
Interface (CLI), SMI-S compliant, Administrative Domains,

19.12. SAN switch Shall have Security features like AES-GCM-256 encryption on ISLs, DH-
CHAP (between switches and end devices), FCAP switch authentication, FIPS 140-2
L2-compliant, HTTPS, IPsec, IP filtering, LDAP with IPv6, Port Binding, User-defined
Role-Based Access Control (RBAC), Secure Copy (SCP), Secure RPC
SFTP, SSH v2SSL, Switch Binding.

19.13. SAN switch shall have N+N Power Supply configuration, N+1 Blower configuration.

19.14. In addition, the SAN Switches shall also have the following features:

i. Vendors shall provision SAN switches for connecting all the devices on the SAN
through Fiber Channel. At least two switches in redundant mode with minimum
256 FC ports each shall be supplied at each location.

ii. The switch shall support the aggregation of ports on any module to provide
aggregated link.

iii. Switch shall support SNMP traps and management through/integration with
Element Management Software.

20. Eligibility Criteria for Different SAN Components

No . o f L iv e El i gi b i li ty Doc u me nt s
Pr od uc t Si te s Pa r a me te r to b e
(M in i m um ) (p e r s it e ) su b mi tt ed
In st al l ati on i n
Ent e rp r i se
G o vt/P SU/ BFS I/ Cl i en t
8.1 Sto r a ge Tw o
T EL C O C er ti fi cat e
A r r ay
en vi r on m en t

In st al l ati on i n
Cl i en t
8.2 Di sk Li b r a ry Tw o T EL C O
C er ti fi cat e
en vi r on m en t

O b je ct
In st al l ati on i n
Sto r a ge fo r Cl i en t
8.3 Tw o T EL C O
Lo ng T e rm C er ti fi cat e
en vi r on m en t
A rc h iv e

21. Backup Software

21.1. Vendor shall offer Backup Software complying with the specifications for Backup
Software in TEC/GR/IT/DSI -001/04/ DEC 2015

21.2. Shall be available on various OS platforms like Windows, Linux and UNIX etc.
platforms and be capable of supporting backup / restores from various platforms
including but not limited to UNIX, HP-UX, IBM AIX, Linux, . The backup server
should be supported on both Windows and Linux platforms.

475
21.3. Ability to backup data from one server platform and restore it from another server
platform to eliminate dependence on a particular OS machine and for disaster
recovery purposes.

21.4. The Backup software shall support Multiplexing and Parallelism allowing multiple
backup streams from single or multiple clients to be sent to a single tape drive or to
multiple tape drives at the same time, thus improving backup performance

21.5. Software shall have full command line support on above mention operating systems.

21.6. The backup software shall be able to encrypt the backed up data using 256-bit AES
encryption on the backup client and shall not demand for additional license, any such
license if needed shall be quoted for the total number of backup clients asked for.

21.7. Must support wizard-driven configuration and modifications for backups and devices

21.8. The backup software shall support industry standard Common Device Interface for
advanced device reporting and handling.

21.9. Shall have cross platform Domain Architecture for User management and shall also
have role based User management and access control for multitenant environments.

21.10. Shall have firewall support.

21.11. Must support de-duplicated backup and recovery.

21.12. Shall have a minimum backup and restore throughput of 20 TB/hr without de-
duplication at source and 40 TB/hour with de-duplication at source for meeting the
backup window requirement. This solution shall be used to take backup of
incremental data as well as at least one full BCV of the production volume.

21.13. Shall support hardware/Software compression in the ratio of 2:1 or better. However
if compression is being achieved through software then it shall be residing locally
itself and in no case shall degrade/affect the performance of backup and media serve

21.14. Ability to emulate leading tape libraries such as the Storage-Tek, HP, ADIC,
Quantum, etc. simultaneously.

21.15. Ability to configure 64 or more virtual tape libraries, 100 or more tape drives/VTL,
and up to 50000 or more tape cartridges in a single virtual tape library (VTL)
appliance.

21.16. The backups should be moved to a long term retention storage like object storage &
tape library after storing the backups within the appliance for 1 month. Any
necessary hardware or software required should be made available by bidder from
day one.

21.17. The bidder shall ensure that the backup data can be cloned from disk library to the
Long term storage seamlessly using the backup software. This disk library solution
shall be used to take selective backup and restore based on BSNL requirement.

21.18. Shall support backups for clustered servers and support industry popular clusters
like Sun cluster, HP service guard, EMC cluster, HACMP i.e. shall have the ability to
backup data from clustered servers from the virtual client, backing up data only once
and giving consistent backup in case of failover of nodes.

21.19. Must support backup / recovery of raw SCSI volumes for full volume restores. Block
based backups with granular recovery should also be supported for Windows and
Linux OS platforms.

21.20. The backup software shall support SAN based backup and restore of NDMP data
to proposed disk based backup appliance.
476
21.21. Shall be able to integrate with third party VTL which has data de-duplication
capabilities. However, the VTL shall preferably be from the same vendor.

21.22. The backup software must provide support for online backup for Databases such as
MS SQL, Oracle, Exchange, Lotus, DB2, Informix, Sybase and MySQL with out-of-
box agents. Agent/Modules shall be per host and shall not demand for upgrade of
licenses in case of number of CPUs are increased..

21.23. Backup solution shall have the capability to perform full & incremental backups in
same cartridges for optimal utilization of tapes

21.24. Must support Hardware and storage array based snapshot backup for off host zero
downtime and zero load on the primary backup client.

21.25. The backup software shall support data movement directly from the backup client to
the disk target without passing through the backup server.

21.26. Shall support global deduplication across all supported ingestion protocols like VTL,
OST, NFS and CIFS etc.

21.27. Shall be offered with all the licenses for backup, replication, encryption, VTL and
OST.

21.28. Proposed solution shall have capability to replicate data with encryption in de-
duplicated format to a DR disk library appliance

21.29. Shall provide extensive Web based/GUI based reporting and management
functionality inbuilt in the Backup software. Ability to generate reports for specific
data sets, clients or the entire backup server giving out reports on backups

21.30. The backup software should provide image based backups and flexible recovery
(granular, image based, instant access) for virtualization platforms like VMWare and
MS Hyper-V. Role based access should be provided to both virtualization admins and
backup admins to perform backup and recovery from their own management
consoles.

The backup software should have the capability to write backup data from clients
directly to backup storage (Tape, disk, object storage etc.) without the need of
physical media servers.

22. Object / Archival Storage requirement

Shall refer & comply to TEC GR No. TEC/GR/IT/DSI-001/04/DEC 2015 section 3.8 for
Object Storage

22.1. Proposed object storage should be able to scale to petabytes of unstructured data
storage and to store it over longer periods of time and make it available over the
Web. Proposed object storage should be offered with minimum 200TB of usable
storage and should be scalable to 1 PB usable for future expansion.

22.2. Proposed Object storage should be configured with WORM capability to prevent any
change/deletion of data as per the retention requirements set by policies. It should
support existing /future one year SEC17a-4 compliance for WORM capability. Object
Storage shall have ability to set default retention periods for different categories of
objects/content in case application(s) cannot specify retention period. . Object
Storage shall allow a set retention period when object is first archived and then a
specific retention period when triggered by known event (e.g. set retention period of
documents for X years after a legal case has been closed).

477
22.3. Proposed object storage should be able to Scale seamlessly across data centers
globally by providing a single namespace across all locations. Should support flexible
access methods for tradition applications, web applications, windows, Linux, and
mobile devices to get the storage they need when they need it.

22.4. Should support integration with leading archival solutions to provide customizable
polices to automate data placement protection and lifecycle

22.5. Object Storage shall protect all objects with Erasure Coding, Erasure coded data
should be encoded equally efficiently, regardless of object size. Object Storage shall
allow any object to be accessed from any node at any site with most recent version
of data always available.

22.6. Should be able to scale up, on compute and capacity exclusively and seamlessly with
zero impact to the level of service to users and applications.

a. All disk and node rebuilds should leverage protection from within the same
site so as to avoid consuming expensive and limited WAN bandwidth and
minimize rebuild times during rebuild operations.

b. On disk or node failure, Object Storage shall redistribute exposed data

across as many drives and nodes as possible to take advantage of multiple
spindles and minimize data exposure.

c. Object Storage shall support encryption of all object data, at rest and in-
flight.

22.7. Should support multi-tenancy to provision and meter capacity and usage across
tenants from a single system and provide users with self-service access and
management of their storage. Object Storage platform shall be configured so that a
single physical node failure will not eliminate more than 25% of available, usable
storage.

22.8. Vendor shall provide single point of support contact for Object Storage software and
hardware, guaranteeing response times for both. Should support Metadata-driven
policies to automate placement, protection, availability at object, tenant, or system
levels and set retention and expiration.

22.9. Should allow an application to gain access to objects from a different geography for
DR reasons. Remote systems may only provide “read-only” access in the event the
system an object was originally created on is unavailable

22.10. Store object across distributed storage environments for unmatched protection.
Should support met-data tagging on objects, auto-configuration, garbage collection,
auto-healing features.

22.11. Should support Data striping within nodes. Should support access through CIFS/NFS,
Openstack Swift, native S3 API and HDFS without need for additional hardware.
Should be able to integrate with custom applications and software, backup/archive
to cloud, file tiering, file sync and share applications seamlessly.

22.12. Proposed Solution must have inbuilt capability to protect the objects using erasure
coding method to ensure more than 2 hardware failures simultaneously. Proposed
storage system should have minimum eight number of nodes (controllers) scalable
to more in same namepsace to provide no single point of failure

22.13. Solution must be fully geo-capable and replicates data both within and across
multiple sites for resiliency against site failures.

478
22.14. Proposed storage system must have 10GbE HA network connectivity within the rack
and provide up to 80 Gb/s uplinks to customer network including high availability
configuration.

22.15. Object Storage shall be managed and monitored via integrated UI, CLI & RESTful
APIs, shall support multi-tenant architecture including ability to apply quota limits on
specific sections within the object store. Object Storage should also provide for REST
API for more advanced monitoring and auditing capabilities. Object Storage shall
support SNMP and Syslog protocols to provide information related to object storage.

22.16. The proposed Object Storage should be from leader’s quadrant from Gartner 2017
Object Storage and Scale-Out NAS systems report OR top 5 Storage OEM as per IDC
revenue reports on Jan 31 2018.

23. Disk Library Specifications:

23.1. Vendors shall offer disk Library complying with the specifications for Disk Library in
TEC/GR/IT/DSI -001/04/ DEC 2015 section 3.10.2

23.2. The disk Library Unit shall be configured with disks of 7,200 rpm or higher rpm SATA
/SAS disks. The number of disks and disk arrays shall be based on the sizing of the
disk library and the backup window requirement mentioned elsewhere in the
document.

23.3. The disk library Shall support RAID-6 protection.

23.4. The disk library has to be proposed for the backup of the storage with, 5 weekly full
backups and 14 incremental backups are required to be stored in the disk library. A
buffer of the highest volume is also required.

23.5. Each disk library should have 4 in high availability Fiber Channel ports of 16 Gbps or
higher. In addition it should be offered with two 4x10Gbps Ethernet ports.

23.6. The backups should be moved to a long term retention storage like object storage &
tape library after storing the backups within the appliance for 1 month. Any
necessary hardware or software required should be made available by bidder from
day one.

23.7. The bidder shall ensure that the backup data can be cloned from disk library to the
Long term storage seamlessly using the backup software. This disk library solution
shall be used to take selective backup and restore based on BSNL requirement.

23.8. Proposed appliance should be sized appropriately for backup of data as mentioned
in the Storage (Tier 1 and 2) in the schedule of requirements with policies as per
below backup policies

 Daily Incremental Backup – retained for 4 weeks

 Weekly Full Backup for all data types – retained for 1 month

 Monthly Full Backups – Retained for 1, 3, 5 years in the same appliance or in

an external object storage

 Yearly Full Backups for all data types – retained for 5 years in the same
appliance or in an external object storage

 The solution should be quoted with a min. usable capacity of 300TB and
should be scalable to minimum 3 PB usable. Any additional capacity required
as per sizing needs to be proposed by the bidder.

479
23.9. Each disk library should be offered with RAID-6 protection and hot spare drives in a
minimum ratio of 15:1.

23.10. Backup solution shall have retention applicable on backed up data not on tapes. The
solution should also support applying retention locks (WORM) on the proposed disk
backup appliance

23.11. Proposed appliance should support Enterprise Applications and Database Backups
without integration with Backup Software, for better visibility of Backups to
Application and database Owners, thus ensuring faster and direct recovery on
application/database level. This integration should be available for Oracle, SAP, SAP
HANA, DB2, MS SQL, Hadoop, MongoDB, Cassandra etc.

24. Technical requirements of FC to IP router(optional)

24.1. At least two routers shall be provided at each location. The design shall support
failover using redundant configurations ensuring that in case one of the routers is
down the traffic can flow through other router. Actual requirement would be as per
the BW requirement of WAN links to storage infrastructure.

24.2. The router should support high FC bandwidth of minimum 16 Gbps or higher and
should have minimum 16 ports scalable to 24 ports

24.3. The router should support FCIP ports at least 8 scalable up to 16 No’s with minimum
speed of 1/10 Gbps or higher.

24.4. The router should support Ethernet Jumbo frames at 9000 bytes minimum.

25.0 Existing assets offered for reuse – Identified infrastructure Software and hardware
assets (including ERP backup software and CDR tape library SL8500) of BSNL ERP
Environment, which can be reutilized by the bidder. If the SI proposes to use the
existing tape library the tape drives are to be replaced with LTO7 or latest.

25.1 These Software and hardware proposed to be reused are "as and where is basis".
Bidder has the option to utilize these Software and hardware or offer all hardware
and Software new. Bidder shall indicate the assets being used in the Technical bid
and Unpriced BOM. Bidder shall give utilization scheme of existing assets in the
technical Bid so that tender time lines are met.

25.2 In case of reutilization of hardware and software (as in Annexure-A), Bidder shall be
Responsible for AMC and O&M for 8 years (equivalent to warranty of 2 year and AMC
of 6 years) of such items from the respective OEMS.

25.3 In this regards, necessary support certificate from respective OEM of existing assets
in the format as in section 7 (G) shall also be submitted also indicating that the
hardware and software proposed to be reused met the requirement of tender or shall
be upgraded to meet the tender requirement.

480
 SECTION – 3 - PART B-28
LARGE SCREEN WALL
1. General

i. The large screen display wall shall be located in the operation control room. There
shall be two screen walls per data center. Screen walls shall be used for the display
of important NMS and other data, graphics from the PCs, Workstation and Video. It
shall have the functionality to pre configure and save various display layouts to be
accessed at any given point of time with a simple mouse click.

ii. The large screen display wall shall provide real time clear luminous view to share
information between users and decision makers.

iii. The operators whose systems are on the same Ethernet shall be able to work on the
large screen sitting at their own position with his PC’s keyboard & mouse.

iv. The large screen display wall shall be able to show the images of the PC monitor,
which is connected on the LAN and the windows shall be freely resizable and re
positioned on any part of the graphics wall.

v. The large screen display wall shall consist of multiple rear projection modules in
multiple rows and columns behaving as single or multiple logical screens.

vi. Minimum Rows and columns of multiple modules shall be 4 and 3. It shall be
possible to use any configurable number of visual display units for a display input.

vii. The large screen display wall shall be rugged and industrial nature and shall be able
to work in 24/7 environments.

viii. The large screen display wall shall consist of the Visual display unit, control ware and
the wall management software as per following requirements:

2. VISUAL DISPLAY UNIT:

i. It shall have the scalability and upgradeability to be made up of multiple rear

projection modules stacked up in rows and columns to achieve a display wall in
linear or curved configuration.

ii. The minimum diagonal size of each visual display unit/rear projection module shall
be 70” with a native resolution of 1920 X 1080 and shall offer in excess of 16
million colors.

iii. Projection system shall have the ability to maintain consistent image quality
throughout the life of the projector.

iv. The visual display unit/rear projection modules shall be LED based.

v. The system shall be have LED redundancy of 6X

vi. The brightness uniformity shall not be less than 95% and on screen brightness
should be more than 320 cd/m2& the contrast ratio shall be minimum 1600:1.

vii. Complete System shall have an auto real time brightness and color adjustment to
have a completely uniform graphics wall without compromising the contrast &
colors.
viii. The input to projection module shall be Dual link DVI In and Dual link DVI out and
pixel clock >310 Mhz to have a flicker free image and on the large screen display
wall.

481
ix. Each cube should have built-in web server

x. All rear projection cubes can be switched on/off individually and together/ over
network using web based software

3. Display Controller

i. The Controller shall be in an industrial 19” rack mounted casing based on Intel Xeon
Quad core 3.0GHz processor

ii. The minimum random access memory of DDR4 ECC 32 GB and expandable upto 64
GB.

iii. The unit shall be equipped with a CD ROM.

iv. The hard Disk supplied shall be in RAID 1 in 1000GB.

v. The display controller shall have dual redundant hot swappable power supply.

vi. It shall have two 10/100/1000 Mbps Ethernet ports for LAN connection.

vii. It shall be supplied with a Keyboard and mouse with 20 m cable extension.

viii. It shall operate on WINDOWS 7 and upgradable to Windows 10

ix. Dual redundant power supply in the display controller & each shall be hot swappable.
x. The Video Wall and the Controller should be of the same make to ensure better
performance and compatibility
xi. Videowall layout should be able to stream to other devices like mobile and laptop
with remote participants only viewing rights.
4. Software

i. The software shall be able pre configure various display layouts and access them at
any time with a simple mouse click or based on the timer.

ii. The software shall enable the users to see the desktop of the graphics display wall
remotely on the any Windows PC connected with the Display Controller over the
Ethernet and change the size and position of the various windows being shown.

iii. The software shall enable various operators to access the display wall from the local
keyboard and mouse of their workstation

iv. The software shall copy the screen content of the workstation/PC connected to the
Ethernet, on the large screen display wall in scalable and moveable windows in real
time environment.

v. All features and functionality should be certified by the OEM.

The Display Modules, Display Controller & Software should be from a single OEM.

482
 SECTION – 3 - PART B-29

Data Center Network Security System

As a part of Multilayered Security system at CDR Data Centers, Logical Security Solution is
implemented at all the Four CDR data centers. As a part of this Tender the hardware and
software for logical security system at all the four CDR Data centers will be replaced.

A. The requirement at 2 CDR Data Centers is as given below.

Quantity Required
S.NO Name of the items
Hyderabad Pune

4 Nos (2 for 4 Nos (2 for

Supply, installation and Testing of NG
Internet + 2 Internet + 2 for
1. FIREWALL
for Intranet) Intranet)

Supply, installation and Testing of Load

2 Nos 2 Nos
2. Balancer

3. Supply, installation and Testing of Server

1 set 1 set
Access Control system (SACS)

Supply, installation and Testing of Security

Information and event management system 1 set 1 set
4.
(SIEM)

Supply, installation and Testing of Network

1 set 1 set
5. Access Control System

Supply, installation and Testing of Web

1 set 1 set
6. Application Firewall (WAF) .

Supply, installation and Testing of HIDS, for

1 set 1 set
7. Windows and Linux

Supply, installation and Testing of Anti-virus

1 set 1 set
8. and Anti-Spam for Windows and Linux

483
Technical Specifications for Logical Security System

Existing Logical Security System:

CDR & ERP LOGICAL CONNECTIVITY DIAGRAM

INTRANET USERS DMZ

INTERNET USERS INTERNET USERS
INTERNET USERS
MPLS INTERNET

BBR-01 BBR-02 IR-01 IR-02 CISCO ME

3400
SWITCHES
TRUNKING PORTS TRUNKING PORTS

DNS,Proxy
,Reverse
Proxy,
SMS,SMTP

FW-01 FW-02 FW-03 FW-04

MZ

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Cisco ME 3400 Series
CDR CORE
SWITCH-01
1X 11X 13X 23X

SYSTEM
1

RATING

CDR CORE
16X 16X

2X 12X 14X 24X

100-240V~
CONSOLE
1A-0.5A, 50-60Hz

Cisco ME 3400 Series ERP Core Switch

SWITCH-02
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

1X 11X 13X 23X

SYSTEM

-02
1

RATING 16X 16X

2X 12X 14X 24X

100-240V~

ERP Core Switch-

CONSOLE
1A-0.5A, 50-60Hz

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Cisco ME 3400 Series

RATING
SYSTEM
1X 11X

16X
13X 23X

16X
1

2
TRUNKING PORTS 01
2X 12X 14X 24X
100-240V~
CONSOLE
1A-0.5A, 50-60Hz

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Cisco ME 3400 Series

1X 11X 13X 23X

SYSTEM
1

RATING 16X 16X

2X 12X 14X 24X

100-240V~
CONSOLE
1A-0.5A, 50-60Hz

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Cisco ME 3400 Series

1X 11X 13X 23X

SYSTEM
1

RATING 16X 16X

2X 12X 14X 24X

100-240V~
CONSOLE
1A-0.5A, 50-60Hz

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Cisco ME 3400 Series

LB-01 LB-02
1X 11X 13X 23X

SYSTEM
1

RATING 16X 16X

2X 12X 14X 24X

100-240V~
CONSOLE
1A-0.5A, 50-60Hz

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
Cisco ME 3400 Series

1X 11X 13X 23X

SYSTEM
1

RATING 16X 16X

2X 12X 14X 24X

100-240V~
CONSOLE
1A-0.5A, 50-60Hz

SACS
HIDS, AV
SIEM, VM etc.,
ERP Edge
Switches

ERP Edge
CDR Mediation ERP T & D
Servers
servers Servers
CDR Production CDR Failover
Systems Systems ERP Production ERP Failover
Servers servers

Security stack connectivity diagram.

484
485
General Requirement.

1.1 Logical Security Solution of Data Centre shall protect its individual components from
outside and inside attacks. It shall be built on using external components such as NG
FIREWALL, antivirus management system, access control systems etc.

1.2 Security Solution shall be based on “Defence in Depth (multiple layer of security)”
approach to implement effective protection strategy.

1.3 Comprehensive end to end security frame work shall ensure that circumvention or
failure of one component does not compromise the security of rest of the system.

1.4 Any transaction involving an outside entity (e.g. internet access) shall be passed
through NG FIREWALL systems and shall be secured using SSL frame work.

1.5 Security Solution shall have no single point of failure.

1.6 Security Solution shall take care of Access Control of servers like application servers
and database servers.

1.7 Security Solution shall be capable of providing comprehensive reporting capability of

NG FIREWALL’s, Access Control System, antivirus etc

1.8 All Security Devices shall be capable of operating on Gigabit networks without any
security fallback and shall be dimensioned to meet performance parameters
mentioned elsewhere in the tender document.

486
 1.9 All communications within the logical security system shall be suitably encrypted to
prevent any security breach.

1.10 The Security Solution shall be centrally managed by a SIEM with provision for truly
redundant highly available management architectures.

1.11 The SIEM shall allow centralized management of events of the security elements like
NG Firewalls, Access control systems, Antivirus system etc.

1.12 The SIEM management shall be GUI base through a security policy for configuration
and updation of agents of security equipment of the logical security system.

1.13 Security solution shall integrate seamlessly with Network Management System.

1.14 Servers for all applications/DB’s(Where applicable) mentioned in SOR shall work in
redundant mode.

1.15 All Security Elements should comply to BSNL IT Security Policy supplied by BSNL.

1.16 All Security Elements should be IPv6 and IPv4 compatible.

1.17 Servers for all applications/DB’s(used for network security system) shall meet the
minimum configuration of:

a 4 Core Xeon Processor with 16 GB RAM.

b 10/100/1000Mbps Electrical Ethernet cards (Minimum 2)
c Management port
d Fibre ports for SAN storage(2x1 Fibre card with min 4GB speed)need to Mount
external storage

2. NG Firewall for INTRANET & INTERNET

2.1 It shall meet the TEC GR no. TEC/GR/IT/FWS-001/04/MAR-2014 (category D). The
NG Firewall shall be appliance based and shall facilitate multi-vendor, multi-
application environment and shall support third-party products. It shall supp ort
multi-layered defence mechanism.

Following features in TEC GR no. TEC/GR/IT/FWS-001/04/MAR-2014 (category D)

are optional.

1. Destination MAC Address (Firewall GR Clause no.3.2.2.c )

2. RIP2 as per RFC 2453 &RIPing for IPv6 as per 2080 (Firewall GR Clause 3.2.3 : 25
and 3.11.2)
3. IPv6 default router preference as per RFC 2711(Firewall GR Clause 3.11.3 (x))
4. IP SLAs for IPv6 (Firewall GR Clause 3.11.3 (xiii))
5. IPv6 QoS (Firewall GR Clause no. 3.11.4)

2.2 The NG Firewall shall be a dedicated hardware with firewall software from same OEM
and shall be deployed as shown in the Data Center Schematic diagram elsewhere. All
critical Data Center equipment including servers and LAN devices shall be connected
to the “inside” or secure zone of the NG Firewall. All non-secure and general access
servers shall be connected to the de-militarized zone of the NG Firewall. The
“outside” interfaces of the NG Firewall shall be connected to the outside network
containing the Backbone and Internet routers.

2.3 It shall support account management on the NG Firewall module by integrating with
LDAP (latest Version) compliant directories and other authentication systems. It shall
support for 2 factor authentication.
487
 2.4 It shall also support security for UDP communications occurring in the network.

2.5 NG Firewall shall be supplied in 1+1 redundant configuration. Each NG Firewall units
shall support active–active configuration and active-standby mode of configuration
for high availability & redundancy. There shall not be a single point failure in the NG
Firewall system.

2.6 NG Firewall Reporting: The NG Firewall reporting software should be centralized

reporting and log collection device to collect and report on NG Firewall activity in
various formats. The administrators shall be able to generate reports of various
configurable parameters remotely.

2.7 It shall provide HTTPS, web browser support for Monitoring & Diagnostics

2.8 Central Log Reporting device should have storage capacity to store logs for minimum
6months

2.9 It shall have inbuilt IPS feature (No dedicated appliance for IPS). It shall support
Vulnerability and exploit signatures Protocol validation, Anomaly detection,
Behaviour-based detection, Anti-BOT feature and Multi-element correlation. It shall
have signature based as well as protocol anomaly detection. It shall provide
defences before vulnerabilities are discovered or exploits are even created. It shall
be able to automatically respond to detected attacks through termination.

2.10 It shall integrate seamlessly with current network elements in the Data center.

2.11 The solution shall log raw data locally for internal forensic analysis of attacks for a
period of at least. 6 months

2.12 It should be able to integrate with SIEM for logs sharing and act proactively as per
inputs received from SIEM.

Performance parameters:

New firewall should meet all the requirement given in the tender document along
with below given performance parameters.

(For INTRANET):

i. Minimum number of rules/policies of 10000

ii. Minimum Firewall throughput of 10 GBPS
iii. Firewall should support IPS features
iv. Minimum IPS throughput of 3.5 GBPS
v. SSL Inspection throughput with IPS enabled should be 2 GBPS
vi. Minimum 1,00,000 New connections per second
vii. Minimum 5,000,000 concurrent sessions
viii. Minimum 8 nos. of 100/1000 Mbps Ethernet Port
ix. Minimum 6 nos. Of 10GE optical ports

(For INTERNET):

488
 i. Minimum number of rules/policies of 10000
ii. Minimum Firewall throughput of 10 GBPS
iii. Firewall should support IPS features
iv. Minimum IPS throughput of 1.5 GBPS
v. SSL Inspection throughput with IPS enabled should be 1 GBPS
vi. Minimum 50,000 New connections per second
vii. Minimum 3,000,000 concurrent sessions
viii. Minimum 6 nos. of 100/1000 Mbps Ethernet Port
ix. Minimum 6 nos. Of 10GE optical ports

In addition to above, INTERNET firewall should meet below given performance

parameters
i. Solution should support Anti-BOT feature, URL Filtering, IPSec VPN, Zero day
Protection and SSL VPN
ii. Solution shall support SSL VPN for all OS and the future upgraded versions.
It shall support host integrity.
iii. Solution should support Application Control, Content Awareness and Identity
Awareness.

3. IPS Feature in the Firewall should also support the following :

3.1 Traffic Profiling

3.2 Define Alert levels and Incident response level
3.3 Monitor NIPS for 24*7 availability
3.4 Restore NIPS availability
3.5 Determine Intrusion occurrence
3.6 Upgrade of intrusion signatures by OEM throughout the life cycle of the product
supplied.
3.7 Provide security event correlation
3.8 Regular Monitoring of the attack logging rules’ logs
3.9 Regular Monitoring of the generic deny rules’ logs

3.10 Network attacks and serious attack attempts analysis

3.11 Uncovered new vulnerabilities assessment

3.12 Propose corrective and preventive actions.

3.13 Monitoring and subscribing to external network security information in order to

evaluate new attacks and propose preventive steps.

3.14 Provide maintenance and upgrade of service component Software

3.15 Provide reporting of intrusions and actions, web based access

3.16 Regular Reports

3.17 Incidence response

3.18 Prevent all known network based attacks

3.19 Filter out IP and TCP illegal packet types

3.20 Design and Configuring IPS services in response to Flooding limits

489
 3.21 24*7Real time Monitoring and Response

3.22 It shall activate protections according to: Threat severity, Performance impact,
protection confidence level.

3.23 It shall be capable of making network exceptions to detections.

3.24 It shall support Filter Based Selection like severity, target, OS, application
and / or protocol.

3.25 It shall enable stealth monitoring and containment plus live attack analysis.
3.26 t shall monitor, detect and protect intrusions as they happen.

3.27 It shall be capable of detecting threats through stateful pattern recognition and
protocol analysis. It shall be able to monitor and protect anomalies in protocols like
TCP/IP, UDP, ICMP, FTP, SMTP, HTTP, DNS, NNTP, Telnet etc.

3.28 It shall have signature based as well as protocol anomaly protection. It shall provide
defences before vulnerabilities are discovered or exploits are even created

3.29 It shall be possible to customize & store signatures to protect new types of attacks.
It shall also be possible to automatically update the probes with new signatures files
through the Secure links etc.

3.30 It shall Scan and secure SSL encrypted traffic passing through the gateway.
Provision for configuring exceptions for SSL inspection to protect user privacy and
comply with corporate policy also must be there

3.31 It shall be able to automatically respond to detected attacks through (1) termination
of the offending sessions, (2) sending alarms, SMS and emails to concerned
personnel and the security management console.

3.32 It shall support Vulnerability and exploit signatures Protocol validation, Anomaly
detection, Behaviour-based detection and Multi-element correlation.

3.33 It should monitor traffic based on the source or destination country. It must create a
geo-protection policy with exceptions to allow legitimate traffic through while
monitoring traffic from unknown and un trusted sources.

3.34 It shall provide capability to filter out false positives once they have been identified
as such.

3.35 It Shall protect from DOS and DDOS attacks (Prevention rate Minimum 4Million pps)

3.36 It shall mitigate IPV6 attacks.

3.37 It shall detect against Malware attacks, unwanted application traffic, including IM
and P2P.

3.38 It Shall have minimum latency of less than 80 µ sec(micro-second)

3.39 It shall provide following, but not limited to, alerting mechanisms:
490
 (i) E-mail alerts,

(ii) Real-time alerts,

(iii) SNMP notifications, etc.

4 Load Balancer :

4.1 The Load Balancer ADC shall distribute traffic efficiently while ensuring high
application availability. It shall monitor server health to determine that application
servers are not only reachable but alive. If the Load Balancer ADC detects issues, it
shall automatically remove downed servers from the server pool and rebalance
traffic among the remaining servers. It shall be appliance based and shall facilitate
multi-vendor, multi-application environment and shall support third-party products

4.2 The Load Balancer ADCs shall deliver the high availability required by modern data
centres. Configured in Active/Passive HA configurations, the Load Balancer ADC shall
automatically synchronize configurations between the pair and automatically failover
if any fault is detected with the primary unit.

4.3 The load balancer ADC must be built on high-performance hardware, designed for
data centers. It shall deliver application traffic of all types and scalable to meet the
throughput needs of the most demanding applications.

4.4 The Load Balancer shall support offloading of SSL transactions. SSL CPS (RSA 2048
bit Key) - Minimum 20K. Plus SSL CPS (ECC -P256) - Minimum 10K

4.5 The Load Balancer ADC shall improve the user’s experience by increasing server
response time. Shall support Caching web content that saves network bandwidth
requirements and reduce loads on backend web servers.

4.6 The Load Balancer ADC must have full traffic control and be able to route requests to
servers based on region, device, browser, or a number of other factors. This enables
organization to deliver customized application responses to users.

4.7 To maximize outbound bandwidth, the Load Balancer ADC shall automatically
compress content to minimize network traffic between application servers and the
end user. This capability shall be compatible with most modern browsers, requiring
no additional software.

4.8 Most applications use cookies or hidden, read-only parameters for application
session state and other sensitive information. The Load Balancer ADC shall encrypt
or sign these tokens to prevent third party impersonation attacks.

4.9 Shall deliver on demand throughput of 6Gbps.There shall be feasibility to add more
throughput of up to 10 Gbps at least, services and vADC instances using a simple
software key update with no device.

4.10 It shall protect against large-scale SYN flood DDoS attacks.

4.11 For Simplified and efficient application management, The Load Balancer shall have
application-centric view including management screens, reports, logs and
compliance. Option for auto-discovery of application resources changes and
automatically synchronizing them to the ADC with no human intervention shall be
available. Scripting capabilities shall be there for allowing customization of the ADC
service per specific application flow and scenario.

4.12 Features required for Load Balancer

491
 4.12.1 Local Application Switching
4.12.2 Server load Balancing
4.12.3 HTTP,TCP Multiplexing
4.12.4 HTTP Pooling
4.12.5 HTTP Pipelining
4.12.6 Compression
4.12.7 Caching
4.12.8 TCP Optimization
4.12.9 Filter-based Load Balancing
4.12.10 Transparent Deployments
4.12.11 Content-based Load Balancing
4.12.12 Persistency
4.12.13 HTTP Content Modifications
4.12.14 Application Performance Monitoring ( APM) and Real Time Reporting
4.12.15 Support for connection pooling to TCP request
4.12.16 Support for distributed denial-of-service (DDoS) protection
4.12.17 SYN flood protection.
4.12.18 Application level load balancing up to 8 devices

4.13 Load Balancer Performance parameters :

Features Requirement

Minimum Throughput 6 GBPS

4.13.1

4.13.2 Minimum Compression capacity 2Gbps

Traffic ports 4x1G RJ-45 and

2*1/10G SFP+ slots populated
4.13.4 with 1/10G multimode sfp
module

4.13.5 There shall be feasibility to support at least 10 vADC instances using a

simple software key update with no device. Each vADCinstance must support
resource allocation & abstraction of CPU memory software image Throughput SSL
etc. Each instance must be capable of rebooting independently with separate
operating system per vADC instance. Each instance must have separate role
based access and logging.

5 Security Information and event management system(SIEM)

5.1. The Security Information and event management system shall be provided at the
Data Centre for centralized management of the NG Firewall, HIPS, NACS, SACS,
WAF and Anti Virus Management Systems, servers, hosts, operating systems
installed in the Data Center. The management system shall provide a GUI based
interface for configuration and monitoring of the devices. It shall provide virtual
servers support.

5.2. The Security management software shall provide support to all the Security stack
devices like the NG Firewall and systems installed in the network. It shall extend
support to proprietary applications and new systems from any vendors.

492
5.3. The management system shall automatically update the devices agent without
manual intervention whenever there is an update in configurations and/or
software upgrade.

5.4. It shall be possible to define thresholds and rules for devices, on violation of
which triggers and notifications shall be generated.

5.5. It shall have capability to identify security attacks through correlation of multiple
events. The correlation rules shall be user configurable based on following
parameters – time, event type, IP address source/ destination and device type.

5.6. The user interface shall be a web based browser with GUI. It shall monitor the
devices and provide a common viewer interface to store and view the reports. The
user shall be able to view reports that are real-time as well as historical. The
system shall have extensive reporting tools like :

5.6.1. A web based tool for creating template based, flexible security reports.

5.6.2. Generation of reports according to a pre-set schedule as well as on demand

including other parameters like type of threat, source of threat etc.

5.6.3. Generate reports which are sort able on the basis of selectable parameters
including event type, time, signature type and IP address.

5.7. The SIEM configuration shall have a Change Management process. Any security
policy configuration change shall be submitted through a workflow process where
a policy setting will go through create, submit, approve/review stages before
activation.

5.8. It shall detect, report and alert any type of attack on self or any other network so
as to take preventive action

5.9. The SIEM shall support audit trail providing details of device modifications. The
audit report shall include device name, time of modification, responsible person
and reason for modifications.

5.10. The Security Management system shall support the client server model. The
client to server communications shall be secure with minimum 128 bit encryption.

5.11. The Security management System shall be able to interface with the Enterprise
Management System especially for OS and application logs.

5.12. It shall provide for simplicity and ease of administration through a common,
single management interface for all applications/devices.

5.13. It shall provide comprehensive security analysis of operating systems to

intelligently assess & report vulnerabilities to the SIEM console and security in
charge via E-mail etc.

5.14. The SIEM system shall take over SIEM operations of DR site in case of Disaster.

5.15. System shall collect security events in real time from any IP Device including
home grown, customized and proprietary applications and would forward these to
event console of the Security Incident and Event Management platform.
Correlation of security events shall be carried out within the same platform. The
collection shall be done non intrusively (agent less) for the target systems. Also

493
 Security Solution shall provide GUI/Tool for developing collectors for home-grown
or any other unsupported /unknown IP applications.

5.16. The system shall allow real time processing of the incoming logs for alerts
.System shall define severity levels for the events received from the different
sources and store and encrypt / hash them in database along with time stamp. It
shall filter off repeated alarms from the same device. System shall record the
number of times an attack has occurred. The platform shall provide a single global
view of all the events so that multi-device correlation can be achieved

5.17. System shall provide a complete view of the health of the entire distributed
environment from a centralized EMS console. It shall be able to provide
decentralized management through multiple consoles with centralized escalation,
reporting and control. Escalation between the decentralized architecture shall be
rules based and customizable. Log transmission between decentralized &
centralized console shall support SSL or encryption. The proposed solution shall
be flexible enough to help us decide in a future date if we want to add more
decentralized consoles to the existing infrastructure, it shall seamlessly integrate.

5.18. System shall provide event correlation for all the devices within an enterprise and
all security scenarios like spoofing, authentication failures, etc.

5.19. The solution proposed shall have a feature to View Underlying Logs/Events

5.20. System shall generate period specific security reports such as:

Number of attacks by source, Number of attacks by destination, Threats and

correlated events, NG Firewall policy, Top ten intruders, Denial of service, Top ten
attack signatures, Authorization and access summary, Alarm generation
summary, Attack signatures summary, Report generation as per compliance
regulations etc.

5.21. The solution shall include the following categories of predefined graphs and
queries out of the box:

5.21.1 NG Firewall, including Top NG Firewall Interfaces, File Access through NG

Firewall, and Login Failure Summary.

5.21.2 Database, such as Login Activity, Authorization Level and Authorization Level by
User.

5.21.3 Intrusion detection, including Top Attack Signatures, Attack Type by Severity
Level, and firewall IPS Signature Summary.

5.21.4 Operations, such as Device Activity Analysis, Activity by Event Category, and
Network over Time.

5.21.5 User, including Privilege Users Monitoring, Configuration Change Details and
Activity by Specific Username.

5.22. System shall be able to support Unified fault collection, reporting, trend analysis
and management.

494
5.23. The solution proposed shall support event filtering and correlation (consolidating
identical or similar events) locally near the event source or centrally across
multiple products or technologies. Local event filtering and aggregation will
ensure that precious correlation resources for critical events and minimizes the
impact to our network bandwidth. Additionally, solution proposed shall compress
and encrypt / Hash any data obtained locally near the event source in order to
minimize the impact to network bandwidth and take care of the security aspects
also. The solution shall support a distributed architecture in future shall the need
arise to segregate management and collection. Vendor shall provide
documentation related to distributed architecture support.

5.24. The system shall send notifications and take automatic predefined actions to
critical events. Configurable automated actions in response to security problem,
sending E-mail Notifications, SMTP notification, SYSLOG notification, SNMP
Notifications to operators

5.25. System shall have graphical rules builder to help build and adapt rules and
automations. It shall be possible to test the rules before their actual
implementation.

5.26. The system shall also have inbuilt correlation rules for popular, viruses, Operating
systems. System shall protect the integrity of the persistent data within its file
system. Shall ensure that the data has not been tampered with and is internally
consistent.

5.27. All logs must be Authenticated (time-stamped), encrypted / Hashed and

compressed before written to the database. The compression ratio shall be at
least one third of original log size. OEM shall provide documentary support

5.28. System shall track security events within its own architecture i.e. self-
audit/protect. An audit trail of report access shall also be maintained.

5.29. System shall provide incident management capabilities within the Security
Management solution and shall support out of the box integration with 3 rd party
external ticketing systems

5.30. It shall group events based on event attributes. While collecting the events, there
shall not be normalization of logs, parting of logs, or filtering of logs at any stages
of log collection or log storage.

5.31. System shall provide out of the box support for two factor authentication solution
and web access management solution for user audit trails.

5.32. System shall provide event correlation in the storage supplied with the solution.

5.33. The logged events shall also be stored in a database for alarm analysis and
reporting. The solution shall not demand separate Database, Web-server or any
kind of application / software to be procured to implement the Solution. The
solution shall not demand separate team (like database and web server) to
maintain software, hardware, OS and database. A single administrator shall be
able to manage the consolidated solution from a single GUI / console.

5.34. System shall retain at least 6 months of each individual event/alarm message on-
line for analysis and reporting purposes. Also the platform shall have the
capability to define retention policies and has to accurately implement them. By
adopting a tiered storage strategy for the online, archival, and backup and
restoration of event log information, the platform shall optimally manage the

495
 storage of an event from the moment it is created to when it is no longer needed.
The Security Platform shall provide Entire Life cycle Management of the logs. The
system shall support high availability and disaster recovery facility. The Logs has
to be managed from the time of generation to retirement of logs. The platform
shall support online /near line/offline storage of logs.

5.35. SIEM should be able to sense and detect anomalies, advanced threats and should
be able to make out false positives

5.36. SIEM should be able to consolidate log events and network data from different
vendor independent equipments devices and applications deployed in Data Centre

5.37. It should correlate the data and identify security flaws which requires
investigation

5.38. It should be able to detect malicious IP addresses, malware hosts, spam sources
and other threats.

5.39. It should capture log event and network data in real time and apply logic to
identify security breaches

5.40. It should be able to analyse and investigate high probable incidents and also
maintain list of suspected incidents

5.41. Incidents and threats should be backed with sufficient data so as to help in
investigation

5.42. Should be able to offer customized reports and templates and should be able to
meet Data centre policies and able to present data for audit

5.43. Sense and detect fraud from within the DC and advanced threats

5.44. Should be able to normalise any event and be able to correlate

5.45. Should be able to easily add more storage space and processing capabilities

5.46. It should be able to do a deep packet inspection of layer 7 network traffic, analyse
applications & databases.

5.47. It should be able to detect threat by relating n number of events into meaningful

5.48. actionable events

5.49. It should detect and identify changes in behaviour associated with applications,
hosts, users and network.

5.50. it should be able to monitor File and registry integrity

5.51. SIEM should identify systems which are compromised and stop the threat

5.52. It Should Detect zero-day attacks.

5.53. The support for the SIEM solution should be provided for minimum 8 years.
Whereas free upgrade should be provided for technological improvement/EOL till
the period of contract with BSNL. The Updates/ Upgrades released should be
implemented.

496
 5.54. System requirements (Applicable if the SIEM is not appliance based)

All versions of Red Hat

Enterprise Linux including
latest.
5.54.1 Supported operating systems
All version of windows server
including latest

• CPU: 4 core Xenon

processor
5.54.2 Minimum CPU, memory, disk space
• Memory: 16–36 GB

• Disk space: 2–4 TB

All version of Windows

5.54.3 Console platform support Server or desktop version
including latest

6. Server Access Control System (SACS)

6.1. The SACS is a centralized system that controls access to the servers, file systems
and databases data Center.

6.2. The SACS shall control access to all server system (all industry standard OS)
resources including applications, data files, devices, processes/daemons, and audit
files.

6.3. It shall intercept security-sensitive events in real-time, and evaluate its validity
before passing control to the OS.

6.4. It shall satisfy internal policies and external compliance regulations like ISO, PCI.

6.5. It shall make no changes to the operating system kernel or binaries. Software must
allow for quick uninstall if necessary.

6.6. It shall be able to self-protect itself i.e. prevents hackers with root access from
circumventing or shutting down the security engine. Must use separate self-
protected database for storing all security information.

6.7. It shall allow controlling actions and access to resources of all users including
privileged accounts such as root / administrator.

6.8. It shall provide the ability to designate specific roles like Administrators, Auditors,
and Password Managers etc with appropriate rights. It must also provide the ability
to designate specific users as Subordinate or Group Administrators, to manage users
and file permissions for their Group.

6.9. The SACS shall provide complete file protection by intercepting every file access
request and deciding if the user is authorized to access the file.

497
6.10. The SACS shall enable administrators to designate critical files that when changed or
modified, shall generate a suitable alarm and write an audit record.

6.11. It shall support creation of rules for access permissions to various file systems on per
user and group profile basis.

6.12. Users shall be allowed to access the system resources as per the day and time pre-
described in the system.

6.13. It shall display a list of previous passwords used .At the time of end-point failure; it
shall have an option to restore the endpoint back to the latest configuration.

6.14. SACS shall support audit trail of all access activities. It shall track user logins,
logouts access to resources and track user names from initial authentication to
create secure and useful audit trails with full integrity. It shall provide a monitoring
mode to record activity of specific users.

6.15. It shall provide simple to use graphical interface to enable complete management of
all user, group, resource, audit and policy settings, either centrally for an enterprise
or de-centralized to departments or business units.

6.16. Host based NIDS shall be able to log out a suspect or offending user temporarily and
disable the account with suitable alarm for the administrator.

6.17. The SACS shall provide policy-based control of who can access specific systems,
what they can do within them, and when they are allowed access.
6.18. It shall with a click of a button automatically log-in the user to the target system as
the privileged user, all while not seeing the actual password.

6.19. The SACS shall mitigate risk by securing privileged account passwords in an
encrypted storage, and help to ensure appropriate access to the passwords based on
a documented policy.
6.20. The SACS shall make privileged users accountable. Users shall be no longer
anonymous when accessing privileged user accounts and their actions are securely
recorded.

6.21. The SACS shall eliminate hard-coded passwords from scripts.

6.22. The SACS shall automate the password changes of critical system’s service accounts
and accounts used for scheduled tasks.

6.23. The proposed SACS shall be integrated with 2 factor authentication tools to add
security. It shall support secure, remote connection to the target device. It shall
support one time password and RSA Secure ID tokens.

6.24. The SACS shall support auto login feature.

6.25. The SACS shall support cross platform Management from centralized GUI – Must
support management and policy distribution across Windows, Linux and Unix
platforms and all virtualized platform from a central management console. It must
support the deployment of the same policies across multiple servers automatically
ensuring consistency of security policies across machines in the enterprise. It shall
support policy distribution architecture and policy version control.

6.26. It shall support for Account Management from application to application ex:
managing passwords used by Windows scheduled tasks that require users to log in
to the system. It shall also automatically reset application ID passwords. Ex:

498
 manage service accounts used by an IIS® or J2EE™ application server, and the
applications hosted by them, by intercepting ODBC and JDBC connections and
replacing them with the current credentials of privileged accounts.

6.27. The SACS shall provide capability to allow access to sensitive resources only through
approved programs or binaries

6.28. The SACS must provide support for IPv6 and FIPS140-2.

6.29. The SACS shall support workflow approval process for requesting and checking out
any privileged account and the workflow shall be customizable based on business
requirement.

6.30. It shall also be configured to automatically check-in the password after a specific
time period and it shall be a manually forced check-in as well.

6.31. The SACS must provide emergency access to privileged accounts immediately,
without approval, in case of any emergency. All transactions related to this
emergency access must be logged securely for audit purposes. It shall provide
Password restoration and rollback function when there is failure in endpoint.

6.32. The proposed SACS shall provide session recording for server session with any
connection methods such as RDP, Console, PC anywhere and Citrix, which can track
the user’s activities within systems after allowing access. Session recording data
shall support replay with text based session searching functionality to reduce the
time and effort of auditing any vulnerable activity.

6.33. The SACS shall provide off-line recording and it should ensure all the activities are
recorded when network is down.

6.34. The SACS shall provide watch-dog mechanism. Even though the user kills the
session recording daemon, it shall be started automatically

6.35. The SACS shall provide policy-based rules for initiating session recording. Policy
based rules shall be for user or application based.

6.36. The SACS shall provide some alert mechanism to users as they log-in to a server or
desktop. e.g. “All activity is being recorded in this user session”.

6.37. The SACS shall have minimal CPU utilization on agent machine.

6.38. The SACS shall capture sessions in frame mode and shall not capture any data when
the system is idle.

6.39. The SACS must capture the backend activities performed by service users or
daemons for UNIX and Windows based servers.

6.40. The SACS shall have capability to view live user session in near-real time.

6.41. The SACS shall able to record the privileged session and to store it in a tamper-
proof, secure encrypted way within the secure repository.

6.42. The SACS shall able to search by keywords/user-activity

6.43. The SACS shall provide out-of-box reporting module. Reports shall provide the user
with a list of sessions that meet that report criteria.

6.44. The proposed SACS shall provide wizard based discovery of all the privileged
accounts of the managed endpoint servers.

499
 6.45. The proposed SACS shall provide both agent and agent-less architecture based on
security requirement. Agent-less architecture shall support JDBC for database, SSH
for network device, Linux and UNIX, and WMI for windows OS management..

6.46. The proposed SACS shall provide “exclusive check-out” feature that shall to check-
out an account by only one user at a time. The SACS can track the original user
actions by correlating access events on the systems to the check-out event.

6.47. The proposed SACS shall provide web service support by any means to support 3rd
party UI integration.

6.48. The SACS shall have the ability to request and approve multiple accounts in one go.

6.49. The SACS shall support the integration with any ticketing system for tracking the
privileged account access.
6.50. The proposed SACS shall provide the facility to enforce account and login control as
below:
6.50.1 Accounts can be set to expire by a configurable date.

6.50.2 Accounts can be suspended on a configurable date.

6.50.3 The suspended account can be set to resume automatically on a configurable

date.

6.50.4 Accounts can be restricted to only permit logins during configurable times and
days.

6.50.5 Users can be limited to the number of concurrent terminal logins.

6.50.6 Access can be denied based on defined holidays.

6.50.7 Provide tracking of user's original authentication and enforce the security
restrictions based on the original account.

6.50.8 Terminals from which the user logs on to the system can be restricted based
on hostname and IP address.
6.50.9 All users must be enforced to change their password when they first use their
account.
6.51 The SACS shall provide password aging control based on both minimum and
maximum durations of password and it shall provide tools to ensure consistency of
password quality enforcement across all platforms.

6.52 The SACS shall enforce password format control based on length, mixed characters,
repeating characters, use of account name and password history (up to 24
generations)

6.53 The SACS shall provide dictionary checking based on a custom dictionary which can
be updated as required.

6.54 Passwords can be forced to expire on a configurable basis

6.55 Users shall be warned of pending password expiry before the actual event. The
number of days before the warning is issued must be configurable.

6.56 The SACS shall allow configurable number of grace logins after password expiration.

6.57 The proposed SACS must address issues in surrogate (from privileged user account
to unprivileged user account and vice versa) component in UNIX such as
500
 accountability and traceability of activities performed by respective privileged users.
The system shall ensure that the identification of real use rid and effective use rid
are maintained at all times and audits logs shall be recorded accordingly. The system
shall provide an option to prompt users for the user for their own password before
surrogating to another user.

6.58 The system task delegation shall provide means to segregate tasks via
administration GUI and command line. The task delegation shall support batch or
scheduled job (cron) to allow users to carry out task independently.

6.59 The proposed SACS must address the limitation of file system security on open
systems and provide additional layer on top of the operating systems file permission
settings. The SACS shall enhance the operating systems security but will not bypass
it. The proposed tools shall enhance and enable hardening of operating systems
security as per vendor guidelines or adhered standards.

6.60 All security related events such as password attacks, login failures, logout times,
system shutdown times, and system start up times shall be audited. It shall provide
comprehensive auditing which include operating system and application resources.

6.61 The proposed SACS shall provide centralized auditing and reporting for all user
activity including login, user activity in target system and request & approval
information

6.62 It shall automatically suspend session after too many failed login attempts,
protecting systems against brute force attacks.

6.63 It shall support following operating system hardening

a) files, directories, program files, device files, symbolic links, NFS mounted files and
Windows shares controls and protection.

b) Changes to trusted resources (Sensitive) shall be limited to specific users or user

groups to further reduce the likelihood to prevent damage by malware.

c) Windows registry protection.

d) Windows services protection.

e) Application protection.

6.64 The SACS must be able to provide a wide variety of customizable management
reports that use a combination of information derived from multiple security tools,
and from event data extracted from security logs from multiple sources.

6.65 It shall support Key board logger.

6.66 It shall support logical grouping of hosts

6.67 The SACS shall include a software development kit for development of plug-ins GUIs
and agents for home grown applications.

6.68 The SACS shall include flexible filtering capabilities for audit logs and alert the events
in the form of email.

6.69 The SACS shall be capable of routing the audit logs to different repositories for
auditing by administrators focusing on different areas. Audit report shall have
success, failure and warning for violations. It shall not deny access.

501
 6.70 The SACS shall support configure for high availability, fail over and disaster
recovery.

6.71 It shall retain at least 6months of online logs

7 Network Access Control System (NACS)

7.1. The NACS is a centralised system that controls access by administrative users to all
network elements in the network. It allows policies to be configured for permitting
user level and group level access and privileges to read and modify device
configurations. This provides a centralised network device access control mechanism
and also secures the network from intended and unintended misuse or mis
configuration of network elements resulting in disruption of the network.

7.2. The specifications of the NACS are as follows :

7.2.1 The NACS shall authenticate and authorize any user attempting to access the
network device via the local console and/or via remote login (e.g. telnet).

7.2.2 The NACS shall authorize the administrative user for access to permitted devices
and permitted commands. It shall be possible to define the following policies on a
per user basis – (a) grant access to specific devices, and (b) deny access to
specific devices.

7.2.3 It shall be possible to define policies on the NACS that control the command
privileges of each user. It shall be possible to define the following policies on a
per-user and per-device basis – (a) read only privileges, (b) read and limited
write privileges, (c) read and full write privileges.

7.2.4 In the case where the user has limited write privileges, it shall be possible to
define the list of commands the user is permitted to execute on a per-device
basis.

7.2.5 It shall be possible to define the policies described in the preceding clauses on a
per-user, per-group or per-administrative-role basis.

7.2.6 The NACS control shall be applied to the following network devices – routers,
Ethernet switches and firewalls.

7.2.7 The NACS shall be able to generate audit reports of every access connection made
and device configuration changes made throughout the network.

7.3 It should prevent unauthorised network access.

7.4 It should address vulnerabilities on user machines through periodic evaluation and
remediation

7.5 It should automatically track, repair and update client machines

7.6 It should recognize and categorise users and devices for any malicious codes

7.7 It should enforce security policies by blocking, isolating, and repairing noncompliant
machines in a quarantine area without needing administrator attention

502
7.8 It should apply posture assessment and remediation services to a variety of devices,
operating systems, and device access methods including LAN, WLAN, WAN, and VPN

7.9 It should Enforce policies for all operating scenarios without requiring separate products
or additional modules

7.10 It should support seamless single sign-on through an agent with automated
Remediation

7.11 Encryption of traffic to the wireless and wired network using protocols for 802.1X such
as EAP-TLS, EAP-PEAP or EAP-MSCHAP.

7.12 Administrators should be able to maintain multiple user profiles with different
permission levels through the use of role-based access control.

7.13 It should natively integrate with Active Directory, Lightweight Directory Access Protocol
(LDAP), RADIUS, Kerberos, S/Ident, and others.

7.14 It should place noncompliant machines into quarantine, preventing the spread of
infection while giving the machines access to remediation resources.

7.15 IPv6 support for NAC implementation in networks with IPv6 end systems.

7.16 Automatic endpoint discovery and location tracking by identifying new MAC addresses,
new IP addresses, new 802.1X / Web-based authentication sessions, or Kerberos or
RADIUS request from access switches
7.17 Should support
 Automatic Security Policy Updates
 Centralized Management

7.18 It can be deployed in an in-band or out-of-band configuration.

7.19 It can be deployed as a Layer 2 bridge and as a Layer 3 router. It can be deployed it
adjacent to the client on the same subnet or multiple router hops away.

7.20 It should have centralized, web-based console for establishing roles, checks, rules,
andpolicies.

7.21 It should be able to integrate with the Networks Intrusion Prevention System (IPS)
and Networks Security Information and Event Manager (SIEM)

7.22 Minimum configuration required :

-No. of concurrent online users -1000

-Processor - 2*Quad core @2,4Ghz

-Memory - 4*4GB(16GB)

-Hard disk - 1*600Gbps SAS 10000 RPM

-Network interfaces 4*1Gb

7.23 NAC agent system should support all existing and latest versions of Windows.

7.24 It should support all latest web browsers viz Internet explorer, Mozilla Firefox and
Google Chrome.

503
8. Web Application Firewall(WAF)

8.1 WAF shall be part of same ADC solution. However it shall have provision to
dedicate separate instance for WAF with dedicated CPU memory SSL and
throughput. It shall be appliance based and shall facilitate multivendor
multiapplication environment and shall support thirdparty products.WAF and ADC
must be from the same OEM with complete integration and no white labelled
software.

8.2 A Web application firewall must understand application structure, elements and
expected user behaviour in order to accurately detect attacks. To address the
difficulty of configuring the positive security model, the Web application firewall
shall automatically learn the Web application structure and elements.

8.3 It shall dynamically learn all application elements and build baseline or “white list”
of acceptable user behaviour. It should be able to work in Hybrid security model.

8.4 It shall avoid the need of manually configure and update application URLs,
parameters, cookies, and methods etc.

8.5 Shall provide Dedicated 2 GBPS WAF inspection throughput and scalable up to
3GBPS.

8.6 WAF Must support following Mode of operation.

a) WAF should support Inline bridge mode of deployment, and support failopen and
fail-close mode.
b) Reverse Proxy
c) Transparent Proxy
d) Out of Path mode deployment without any Risk and performance impact to
Application

8.7 Shall support traffic ports 4x1G RJ-45 and 2*1/10G SFP+ slots populated with
1/10G multimode sfp module
8.8 Internal Bypass for Copper Ports.

8.9 There shall be feasibility to support at least at least 5 virtual WAF instances
scalable to 20 virtual instances with the addition of software key on appliance.
Each virtual instance must support resource allocation & abstraction of CPU,
Memory, software image, Throughput, SSL etc. Each instance must be capable of
rebooting independently with separate operating system per vADC instance. Each
instance must have separate role based access and logging.

8.10 Shall provide protection from OWASP top 10 vulnerabilities.

8.11 Shall provide Single Sign on feature and integration with LDAP/Radius

8.12 Shall provide PCI/DSS compliance reports. It shall have reporting and Policy tools
that provide for easier PCI-DSS compliance verification.

8.13 Shall be integrated with IPS/DDOS systems

a) The Web Application Firewall Shall support following features
b) It shall Defend applications against Web-based HTML and XML threats. It shall
support HTTP and XML Reply and Request format validation
c) It shall Protect against identity theft, data theft, content and format threats,
access threats, compliance, transport, and targeted attacks such as denial-of-
service (DoS) attacks

504
 d) It shall Enable users to create custom rules and signatures
e) It shall Offer a set of preconfigured rules that are compatible with industry
standards like ISO, PCI, RFC, etc.

8.14 The Web Application firewall shall exert comprehensive, enterprise wide, policy
control for application access and data privacy.

8.15 The Web Application Firewall shall Prevent cookie tampering and maintain
confidentiality of information stored in browser cookies.

8.16 By pooling front-end connections into a single backend connection, the Web
Application Firewall Shall reduce connection overhead that can affect server
performance.

8.17 The Web Application Firewall Shall have ability to be clustered in active / passive
or active / active pairs with failover to ensure high availability.

8.18 The Web Application Firewall shall provide instant feedback to administrators who
deploy, manage and secure mission critical applications.

8.19 It shall support dashboard in the Web UI providing instant visibility into attack
statistics, system performance, traffic, resource usage and other information
helpful for troubleshooting and management.

8.20 The Web Application Firewall shall maintain a complete set of web firewall, access,
and audit and system logs. These shall be exportable to third-party tools for deep
analysis.

8.21 The Web Application Firewall shall feature prebuilt and custom reports about
attacks, traffic statistics and compliance with PCI-DSS. Reports can be scheduled
for automatic delivery via email.

8.22 The Web Application Firewall shall forward logs to a syslog server for central,
persistent storage or for analysis by a third-party tool.

8.23 The Web Application Firewall shall be a single point for access policy enforcement.
This includes user authentication, access control policy for resources and
protection against data loss.

8.24 For authentication and authorization, the Web Application Firewall shall integrate
with Active Directory and other LDAP-compatible directories as well as RADIUS
servers.

8.25 To verify users' identities, the Web Application Firewall shall support two-factor
authentication using client certificates and hardware tokens.

8.26 By combining authentication with web address translation and cookie-session

management, the Web Application Firewall shall present a simple frontend portal
to backend applications.

8.27 It shall have Features for access control authenticate and authorize which users
have access to what portions of our website.

8.28 It shall allow upgrades with future performance enhancements without requiring
new hardware.

505
8.29 It shall have Correlated Attack Validation capability it shall examine multiple
attributes such as HTTP protocol conformance, profile violations, signatures,
special characters, and user reputation, to accurately alert on or block attacks
with the lowest rate of false positives in the industry.

8.30 It shall support integration with third party vulnerability management system

8.31 It shall support following Filter based selection: by category, popularity,

technology, risk, vendor and/or protocol. Actions to be taken: block, reset
session, monitor only, application control traffic shaping

8.32 It shall have Heuristic scanning option

8.33 Increase developer productivity and improve deployment flexibility with
sophisticated Rollback and versioning capabilities
8.34 Quickly eliminate false positives with the ability to turn off firewall rules for
specific violations with a single click.

8.35 Enable configuration of security policies in one centralized policy management

system, without programming.

8.36 It shall also support following features:

a. SQL Injection Attacks

b. Cross-Site Scripting Attacks
c. Form Validation and Protection
d. JSON payload inspection
e. Protection from known threat sources including support for building policy
based on geographic locations.
f. Signature and Behaviour based protections.
g. Data Loss Prevention (DLP) support including the monitoring of traffic for
intended and unintended data exposure.
h. Layer 4-7 Denial of Service protection.
i. Authentication, authorization and auditing support.
j. Support for SSL offloading.

8.37 It shall verify existing configurations against best practice security such as the
Latest ISO standard, HIPPA, Sans Top 20, and the Center of Internet Security
(CIS) corporate security configuration policies, GLBA, SB 1386, Sarbanes-Oxley
and Payment Card Industry(PCI).

8.38 Specifications for WAF

Sl No. Features Requirement

8.38.1 Throughput Minimum of 2 GBPS

8.38.2 Minimum HTTP TPS 40,000

Minimum SSL CPS (RSA

8.38.3 2048 bit Key) 20K

Minimum SSL CPS (ECC

-P256) 10K

506
 Minimum 10/100/1000
8.38.4 copper interfaces 4 Nos

9 Host-based intrusion detection and prevention System (HIPS)

9.1 Host based Detection and prevention System (HIPS) shall provide the third level of
protection in the Data Center. It shall provide protection at the server level file
systems. Host-based intrusion detection and prevention system shall reside on all
servers. It shall not impact the performance of the operating system (OS). System
Integrator shall mention such Servers where Host based Intrusion Detection and
prevention System shall be installed. It should have the ability to:
– Monitor and harden Open Stack servers.

– Monitor extended file attributes and Access Control List (ACL) changes

--

– Support Windows and Linux agents on AWS Virtual systems

– Enable security-Enhanced Linux (SELinux)/AppArmor

– Support Red Hat Enterprise Linux 7.0

9.2 It shall prevent attacks against both known and unknown vulnerabilities in third-
party software, such as office productivity suites, web browsers, PDF readers and
others, by blocking intrusions even before the third-party vendor has issued its own
patch.

9.3 HIPS shall monitor systems in real time to detect and respond to security breaches
and other unauthorized activities. It shall monitor transactions between the OS and
other resources including the file system, network, memory and library modules.

9.4 It shall maintain the integrity of the OS by preventing unauthorized changes to

executable files, command shell and registry.

9.5 HIPS shall allow the creation of customizable intrusion detection policies and
responses. All operations of the host application shall be checked against the
security policies and only valid operations shall be permitted.

9.6 HIPS shall provide centralized management tools for monitoring and enforcement of
host-wide intrusion detection security policies.

9.7 HIPS shall integrate with correlation and aggregation tools to simplify overall
security management.

9.8 The communication between the HIPS and management system shall be through a
secure channel using SSL.

507
9.9 The HIPS shall protect the host against the following attacks - buffer overflows,
Trojan horses, irregular packets, malicious HTML requests, and worms etc.

9.10 The HIPS shall log all events for audit and analysis. It shall be able to send alerts to
operators through the following mechanisms - GUI web screen, email message and
through SNMP traps.

9.11 It shall be able to manage at least 500 host system sensors from a single manager

9.12 It shall allow for the creation of logical security domains that can organize groups of
similar computers and manage them as single objects.

9.13 It shall allow for the separation and delegation of security administrative tasks to
different, specified individuals through role-based administration.

9.14 It shall support Windows (All platforms including latest windows), HP-UX, Red Hat
Linux, Sun Solaris and IBM AIX operating systems.

9.15 It shall be able to report processes, monitor and block processes.

9.16 Protection Policies & Rules in HIPS:

9.16.1 It shall be able to scan Operating system and application log files, for
footprints of malicious behaviour.
9.16.2 The file system shall be monitored to see if sensitive files are being accessed
or tampered with.
9.16.3 It shall have provision for addition and automatic/manual updation of existing
signatures.
9.16.4 It shall be able to monitor external audit logs generated by applications for
security-related events.
9.16.5 HIPS shall monitor the system level changes (Windows Registry in Windows
operating system) for any attempts to alter or delete it in any form.
9.16.6 It shall be possible to frame rules associated with time window.
9.16.7 It shall be able to create file protection rules.
9.16.8 It shall be able to protect servers, applications, file permissions and contents,
file size etc.
9.16.9 Multiple policy creation shall be supported. It shall be possible to activate/de
activate certain policies. Deployment of the policies shall be dynamically
possible.
9.16.10 It shall support remote event logging, policy updations and remote upgrades.

9.17 Reporting & Actions for HIPS:

9.17.1 The system shall be able to record all events especially intrusion events.
Normal and abnormal events shall be recorded under separate heads.

9.17.2 It shall be able to take administrator defined actions based on events.

508
 9.17.3 It shall be possible to generate reports based on built in formats or new
formats as defined by the administrator/user. Ad-hoc querying shall be
supported.

9.17.4 It shall be possible to view IPS activity across multiple consoles .It shall also
be possible to view IPS activity as per threat levels.

9.17.5 Host based IPS shall support management domains. It shall be able to apply
policies to selected domains.

9.17.6 It shall support secured audit log consolidation.

9.17.7 It shall be able to send/receive and execute SNMP traps.

9.17.8 It shall support event context passing

9.17.9 It shall have security event correlation.

9.18 Performance Parameters for HIPS:

SL.No ITEM To support

9.18.1 Server Shall support all versions of windows server.

9.18.2 Console Shall support all versions of windows server.

9.18.3 Agent Shall support all versions of below mentioned OS

9.18.4 Windows server and desktop 32-bit & 64-bit

Solaris

In Prevent and Detect mode

Latest Linux Enterprise Server

Latest RedHat Enterprise Linux includes 32-bit &

64-bit

9.18.5 AIX

HP-UX
Detection Mode only
HP Tru64

Unix

509
10 Anti-Virus Management System

Existing Antivirus Details :

Symantec Endpoint Protection Version 12.1

Manager

a) AV software provides protection for desktops and servers against Internet threats
through integrated anti-virus firewall servers intrusion detection application and
device control host integrity and desktop firewall

b) SI may continue using the existing Antivirus by extending required license

agreements.

c) It shall allow inbound and outbound traffic monitoring for firewall and IPS events,
device and application control.

d) It shall have internet zone control or trusted zone creations.

e) It shall support proxy enforcement by restricting administrative control of desktop,

laptops etc.

f) It shall allow updation of virus definitions independent of platform and without

requiring restarting of relevant services.

g) It shall have logical group management for better monitoring.

h) It shall have unknown virus detection and repair. It shall be able to detect new
classes of virus by normal virus definition update mechanism.
i) It shall incorporate privacy control function that prevents distribution of user
defined confidential information without user knowledge like personal information,
bank account details, etc.

j) It shall have a data base of signatures for antivirus, Firewall and intrusion
detection function.

k) It shall preferably detect and identify port scan attempts and proceed to block all
traffic from the IP address that made that attempt.

l) It shall protect servers and desktops against a known set of intrusion detection
signatures.
m)
n) It shall be able to support all platforms including latest OS.
o)
p) Anti-virus system shall have provision to scan/ detect/ remove boot sector,
memory resident, macro, embedded script (Hostile Java scripts, VB scripts, Active
X and other embedded scripts/controls) viruses on all servers and workstations
etc.

q) It shall be able to update definitions and scan engine on the fly without a need for
reboot or stopping of services on servers.

r) It shall be able to add files or folders or extensions to an exclude list so that they
shall be not scanned on access.
510
s) It shall provide centralised event login to locate and cure virus problems.

t) The deployment desktop antivirus software shall support the following mechanism.
Web-based login scripts, remote installation form AV management console,
Microsoft SMS and Microsoft windows installer.

u) It shall enable administrators to identify which machine has generated a threat

that is spreading by an open file(ex: nimda, code red, etc).

v) It shall enable administrators to control network access granted by client firewall

policies based on the location of the machine for laptops etc.

w) It shall enable administrator to test firewall rules before deployment.

x) It shall enable administrator to launch an immediate update session on single or

multiple clients during an outbreak.

y) It shall extend virus, worm, and Trojan horse detection capabilities in real time to
include certain non-virus threats such as spyware, track ware, adware, diallers,
joke programs, root kits, zero-day attacks, and mutating spyware, remote access
and hack tools which can be used with malicious intent.

z) It shall scan the body text and attachments of incoming email messages that shall
be delivered through POP3 mail clients such as Microsoft Outlook, Outlook express,
Eudora, Netscape mail etc.

aa) It shall detect application that attempt to spawn themselves over the network or
internet. This is of particular importance with the pervasiveness of mass- mailer
worms that typically contain their own SMTP engine for self-propagation.

bb) It shall enable administrators to make unused ports appear busy, helping to
prevent a threat from entering the machine through an open port.

cc) It shall scan in-memory process on disk for threats.

dd) If a threat is detected, the running process shall be terminated with suitable
prompt to user and administrator. The antivirus solution shall support on
demand/on access scanning, curing of selected files and data. There shall be
provision to repair quarantine and delete infected files as per the security policy or
the default setting in antivirus suite. Remote scanning of desired systems shall be
possible.

ee) The Antivirus system shall scan, detect and remove viruses from Email/SMTP FTP
and HTTP etc

ff) The antivirus system shall have provision in the solution for scanning, detection
and removal of viruses for incoming as well as will support scanning, detection and
removal of viruses in outgoing traffic.

gg) The antivirus system shall have provision to log virus detection and action taken
(detection, removal, quarantine etc).The antivirus shall support for secure logs for
later reviewing. The antivirus shall have provision for exporting log files.

hh) The antivirus system shall have provision for alerting with Email and sms
notification etc.

511
ii) The antivirus system shall have provision to generate configuration summary and
detailed configuration report. The antivirus system shall support on-screen
reporting.

jj) The antivirus system shall have provision to generate printable & searchable
reports. (Capability of solution to export log files, generation printable &
searchable reports for options for data visualisation). It shall have Web-based
graphical reporting interface.

kk) It shall support full functionality in the following zip formats BZ, rar, gz, zip, etc.

ll) It shall support full functionality in multiple zip layers, upto 20 layers.

mm) It shall have a Centralized Management Console for centralized configuration,

installation, deployment & policy management/distribution for antivirus, Firewall &
intrusion detection functions. It shall enable Common Distribution Mechanism via
push Technology for distribution of latest virus definitions and configuration files
automatically to clients and servers from a central location.

nn) System shall quickly identify which machines contain confidential data without the
need to perform a comprehensive scan of all data on a machine.

oo) System shall scan Windows file servers, desktops, and laptops, USB, External and
DVD drive.

pp) System shall scan other file systems, such as Android, Novell, Mac, and so on.

qq) System shall scan NAS filers, such as NetApp, EMC.

rr) System shall support scan of relational (SQL) databases, latest version of Microsoft
Exchange, latest version of SharePoint servers natively.

ss) Proposed solution shall be able to scan backup data or backup sets

tt) It shall have proactive technologies that automatically analyze application

behaviours and network communications to detect and block suspicious activities.
It shall not depend on signatures.

uu) It shall integrate with firewalls, IPS technologies, patch management tools, and
security information management tools.
vv) Proposed solution shall be able to scan Documents natively

ww) System shall automatically copy files that violate policy.

xx) System shall automatically quarantine files that violate policy.

yy) System shall provide a way to inform file owners about quarantined files, including
details of why the file was quarantined, which policy it violated, and so on.

zz) System shall provide options for manually quarantining inappropriately exposed
files or, conversely, for restoring quarantined files to their original location.

aaa) System shall display the original file location (and quarantine location, if
applicable) and policy match details for files found to violate policy.

512
bbb) Solution shall have a way of identifying file owners when that information does not
exist in the file system being scanned.

ccc) System shall display and allow reporting on access control lists (ACLs) of files
found to violate policy. System shall integrate with corporate directories to allow
storage policy violations to be associated with a particular individual and business
unit.

ddd) AV Solution shall provide complete access permissions for a confidential file found
in a storage incident.

eee) AV Solution shall alert administrators when unusual folder or user activity is
detected.

fff) AV Solution shall provide adequate information to perform user-focused

investigations (for example, to see all files a given user has accessed over the past
year).

ggg) AV Solution shall identify open shares prior to scanning.

hhh) System shall provide a single report covering storage incidents throughout the
global enterprise.

iii) System shall provide the ability to filter incidents based on when they were
detected.

jjj) System shall provide a single management interface for all scans configuration and
control, enterprise wide.

kkk) System shall let administrators enter credentials securely into the system once and
then select those stored credentials for use in multiple scans.

lll) System shall support automatically-scheduled repeat scanning.

mmm) System shall automatically pause scanning during certain configurable time
windows, such as during daytime work hours.

nnn) System shall support throttling to control impact on network and scanned system.
ooo) System shall support running multiple parallel scans on a single scanning server.

ppp) System shall scan remote locations with low network bandwidth.

qqq) System shall restrict communications to known ports between the scanned system
and the scanning server only.

rrr) System requirement for antivirus management system

sss) Shall support all intel and AMD
Processors including latest processors

ttt) Shall work on all versions of

Operating system Linux and Windows

513
 uuu)
Administrative requirement

vvv) Shall support all versions of

windows and windows server
Operating system including latest.

www) Shall support of Internet

explorer, Mozilla Firefox and
Browser support Google chrome including latest.

xxx) Special Requirement:

a) All the Hardware and software shall beIPv4 and IPV6 compliant.
b) Wherever OS level clustering is required for any application. Required clustering
software shall also be provided

11 Security Operation Center

a) Solution should support real time monitoring and triage

b) Solution should support Incident analysis, incident coordination and response,
insider threat case support
c) Threat assessment, Malware analysis,
d) Solution should support to detect, analyze, and respond to cybersecurity
incidents.
e) Solution shall support monitoring and analysis of activity on networks, servers,
endpoints, databases, applications, websites, and other systems, looking for
anomalous activity that could be indicative of a security incident or compromise.
f) The Solution shall ensure that potential security incidents are correctly identified,
analyzed, defended, investigated, and reported.

514
 SECTION – 3 - PART B-30
Physical Security

1. There shall be a system to regulate, detect and monitor the entry/exit of personnel
and to monitor the movement of authorized personnel inside the Data centre. This
shall be possible through the provision of Closed circuit TV and Physical Access
Control System (Bio-metrics Technology).
All Physical Security Elements should comply to BSNL IT Security Policy.

2. Physical Access Control System (PACS)

2.1 Components of PACS

A.1.1.1 Door Controller: It shall be an intelligent door open/close control

mechanism on standalone basis and network mode (software selectable). It
shall act upon inputs from biometric scanner attached to it. It shall also be
able to accept open commands from a centralized location. All door
controllers shall be networked to pass attendance data to a connected
database/Server.

A.1.1.2 Biometric Scanner: It shall be able to read the finger/thumb scan pass on
the result to the door controller or any other authorization unit for validation.

A.1.1.3 Electromagnetic Locks: It shall be a locking mechanism controlled by the

door controller.It shall be fail safe and shall allow doors to be opened freely in
case of failure.

A.1.1.4 Rodent Management System: This shall be a complete solution to prevent

entry and free movement of rodents inside the data center.

A.1.2 Specifications of PACS

SNO Specification

2.1.2.1 Biometric Scanner type Optical Scanner Resolution - minimum 500 dpi or
- above.
Sensors should be optimally designed with SEIR
(Surface Enhanced Irregular Reflection), incorporating
high resolution and endurance (scratches, chemical
corrosion, ESD, physical impacts) and has been
certified by International Biometrics Group (IBG)

2.1.2.2 Support for Card reader Port Option and interface for card reader.

2.1.2.3 Support for attaching The Device should support two smart card readers
two smart card readers

515
2.1.2.4 Ability to store user Ability to store user fingerprint on Contactless
fingerprint credentials misfire smart card in a secure way thus making
on smart card it usable for unlimited users as the Fingerprint is
now stored on the contactless smart card.When
the user puts a smart card on the reader (For
Access Control/Attendance In Activity) the
recorded fingerprint template is read from the
card. The device then scans the actual user
fingerprint. The matching result between the two
FP templates authenticates the user. This also
provides ability to authenticate roaming
employees. When the user puts the smart card
on the OUT reader (For Access
Control/Attendance OUT activity), the employee
id should be read from the card and based on
this the Door should open/Attendance marked.

2.1.2.5 LCD display 16x4 LCD Display

2.1.2.6 Should be able to show information’s like current

date and time, verify passed or failed accesses

2.1.2.7 PC connectivity Should support advanced and fast TCP/IP LAN

networking and plugs directly into network
HUB/Switch. Should support connectivity options
like RS232, RS 485 etc.

2.1.2.8 Identification (1:N) : In this matching

technique an user comes to the device and can
directly place his finger onto the scanner for
authentication, without the need for punching in
Employee ID or a password before placing his
finger onto the scanner for finger print
authentication. Hence in identification process
the algorithm shall match the current finger
print against all the finger print present within
the system. 1:N matching provides convenience
ID Matching Methods and freedom to the end user from punching his
employee Id or carrying any smart card

2.1.2.9 Verification (1:1): In this matching technique

a user comes to the device and first keys in his
Emp-ID or password or puts his smart card and
then places his finger on the scanner for
fingerprint authentication.Hence in verification
process the algorithm shall match the current
Emp-ID with all the Emp-ID and once the Emp-
ID is found then it shall scan the finger and try
to match it with the finger print stored in the
data base against the matched Emp-ID provided
by the user.

516
2.1.2.10 1:N matching speed of min 100 and up to 300
finger print per sec

2.1.2.11 Should be able to work in Standalone and

networked mode

2.1.2.12 In Standalone mode the device acts in a stand

alone mode and has no communication with the
PC /Server, it can add new users delete and
Mode of working
modify all by itself.

2.1.2.13 In Network Line mode the device is always

online with the PC / Server on real time basis. It
shall be remotely managed the device and add,
delete modify and Synchonise changes from the
central PC /Server with the device and vice
versa.

2.1.2.14 Support for access The device should have the capability to send
control relays to electromagnetic locks for opening of
doors on positive finger print verification.
The device should be able to perform role based
access control according to day ,date, time and
person

2.1.2.16 Personalized You can leave messages for an individual via the
messaging system admin Interface specifying the date and timings

2.1.2.17 Buzzer Availability of buzzer sound to display for pass /

fail.

2.1.2.18 Central Management of multiple attendance terminals through central

console through LAN.

2.1.2.19 Authentication methods for user No FP,PW,,ARD,P / PW, P / CARD, PW /

can be set at any of the CARD, FP & PW,
following combinations FP & CARD, PW & CARD, FP & PW & CARD
where FP=Fingerprint, Card= Contact
Less Smart Card, PW= Password
Authentication

2.1.2.20 Facility to register users from the central location using USB finger print
scanner and contact-less smart card writer. The registered users can be
pushed to specific attendance terminals.

21 Ability to push/export fingerprint template to selected attendance devices

over LAN through central console. This determines the terminals to which
the user has access.

22 Ability to set 1: N Fingerprint matching security level from level 1 to level 9.

Security level in FP matching determines the severity of matching between
stored FP template and lively acquired FP.

517
23 Ability to store user fingerprint on Contactless smart card in a secure way
thus making it usable for unlimited users as the Fingerprint is now stored on
the contactless smart card. Whe the user puts a smart card on the reader
the recorded fingerprint template is read from the card. The device then
scans the actual user fingerprint. The matching result between the two FP
templates authenticates the user. This also provides ability to authenticate
roaming employees.

24 Employee Masking: Ability to restrict employee access to any/all

attendance terminals.

25 Fingerprint auto sensor: Ability to sense fingerprint automatically without

pressing any button and fire the fingerprint sensor thus providing employee
convenience and faster authentication.

26 The logs generated on the device should be pushed to the central remote
manager software in real time. In case the central remote manager
software is not available the device should keep backup of logs. On
availability of Remote manager the logs should be pushed to central server.
The backup log capacity of the device should be 20000 logs

27 Locks Supported- Strike type, Electromagnetic(EM) type

28 Supports auto door sensor to detect if the door is left open.

29 Visual LED indication to detect authentication Pass, Fail and device network
status.

Physical Access Control System based on biometric technology shall be sturdy, maintenance
free and easy to operate.

A.1.2.1 There shall be an arrangement to restrict entry to different areas of Data

Center through layered check points. SI shall elaborate the complete
arrangement of PACS vis-à-vis physical layout of Data Center.
A.1.2.2 It shall have secure management capability for console management &
security databases with sufficient check points
A.1.2.3 All mechanical system used shall have minimum wear and tear with very high
value of MTBF (more than 10 years)
A.1.2.4 PACS shall show default behavior in the event of a disaster eg. all physical
entry/exit points to be opened automatically .
A.1.2.5 Data base updation, auditing, alarms and reports like access and security
breach reports shall be possible in real time.
A.1.2.6 The same PACS shall be used to maintain attendance records. It shall be
possible to integrate the system with payroll application.
A.1.2.7 Supply of photo identity cum smart cards (approx. 300 nos.) ,during the
contract period , shall be made by the S.I.
A.1.2.8 The smart cards shall be programmed inside the Data Centre. The program
for cards shall be changeable as per the need and requirement of the Data
Center. Accordingly provision for hardware and software shall be made in
Physical Access Control System.
A.1.2.9 There shall be established controls to check for entry and exit of assets
through the security parameter. Exit of data in form of papers, USB pen
drives,CD, floppy etc. shall be prevented by using proper media destruction
mechanism like paper shredder etc.

518
 A.1.2.10 The Data Centers shall have a mechanism in place to prevent the entry of
rodents from outside. The rodent prevention system shall also stop free
movement of rodents inside the data center with an elimination system which
kills the rodents.

A.1.2.11 Bidders shall provide Electronic Rodent Management System (ERMS) The
ERMS shall meet the following specifications:

a. The ERMS shall be a system of Master Console and Satellites/ Transducers.

b. The Master Consoles will be installed in the control room, and the satellites in the
problem areas.

c. Master Console: The Master console shall run on 230 V AC power connection. It
shall be connected to all satellite units which shall be minimum 10 in numbers to
feed them necessary signals.

d. Satellites Each shall cover an open area of min. 300 sq ft with average height of
the ceiling as 10 ft and shall cover a minimum area of 150 sq ft in case of false
ceiling roof. It shall be a 24 V exciter based system.

e. Peak frequency responses of each of the satellites shall be one or more of

frequency ranges as mentioned below:

i. 21.6 KHz +/- 3 KHz

ii. 31.6 KHz +/- 3 KHz
iii. 50.4 KHz +/- 3KHz
iv. 60 KHz +/- 3 KHz

f. It shall have uniform pressure output of 80dB to 110 dB with 3600 transmission
angle.

g. Linear propagation of mixed/ variable frequencies detectable at about 40 ft

distance from the source (transducer/ satellite).

h. One system shall consist of one master console and at least 10 satellites.

i. The bidder shall supply the most suitable of frequency response systems (as
mentioned in clause (e) above) required at BSNL data centers.

A.2 Closed Circuit Television system

A.2.1 CCTV system shall ensure effective supervision of all important areas
and also to create a record for post event analysis. It shall provide on line display
of video images on a monitor system of atleast 12 screen of 20’ size. Each screen
shall be able to display the name of the area under supervision.

It shall provide one Additional screen of 55" LED/plasma/OLED/HD Displayfor

centralised online display of CCTV recordings.

A.2.2 The CCTV system shall be able to record minimum of Six months of
data on 24 hour basis.

519
 A.2.3 The cameras employed in the CCTV system shall be able to deliver fine quality
pictures for display and recording. The cameras shall have minimum 16X optical
zoom and minimum 8X electronic zoom giving a minimum of 128X zoom function
with auto focus and high speed 360 degree pan/tilt function.

A.2.4 CCTV system shall have Network Video Recorder (NVR) based solution to control the
recording operations centrally with six months storage capacity.

A.2.4.1 NVRshall have the capability to be networked and controlled/upgraded from a

remote workstation.
A.2.4.2 NVRshall have full access and control of cameras connected to it.
A.2.4.3 NVRshall be able to display user defined cameras in all multi-screen modes
and as per selected sequence. It shall be able to play back in full screen, pic
in pic or quad multi-screen display.
A.2.4.4 NVRshall be able to go back to a particular date and time. It shall have all
recording features like pause, FF, rewind etc.
A.2.4.5 NVRshall be able to hide user defined cameras through a super-user
password.

Physical security details of South Data Centre, Hyderabad

Sl. Existing
No Quantit Additional Net Quantity
. Item Description y Requirement
1
Access control 2 sets
system (Hardware) 1 set 1 set
2
20
Door controller 18 2
3
20
Smart card reader 18 2
4
20
Door locks 18 2
5
300
Smart card 100 200
6
UPS 200 KVA 8 Nil 8
7
Electronic rodent 50
management system 8 42
8
Access control 2 sets
system software 1 set 1 set
9 CCTV base
surveillance system 1 set
Hardware 1 set Nil
10
CCTV Cameras ( IP 60
Based Cameras) 15 45
11 Network Video
Recorder (NVR in
1
place of earlier DMR) 1 (NVR) 1 NVR
(DMR)
with sufficient storing
capacity

520
12 CCTV base
surveillance system 1 set
software 1 set Nil
13
Large Screen Wall 2 sets Nil 2 sets
14 Battery Equipment
(1000AH, 198
Cells/Set) 8 Sets Nil 8 sets

Requirement of additional physical security items for SDC, Hyderabad

1 55"
LED/plasma/OLED/HD 1
Display Nil 1
2 As Per
Supporting LAN Switches requiremen
and cables Nil As per requirement t

Physical security details of WEST Data Centre, Pune

Sl.
No Existing Net
. Item Description Quantity Additional Requirement Quantity
1
Access control system 2 sets
(Hardware) 3 sets Nil
2
30
Door controller 2 28
3
30
Smart card reader 34 Nil
4
30
Door locks 36 Nil
5
300
Smart card 100 200
6
Biometric Finger Print 1
Scanner 1 Nil
7
Electronic rodent 50
management system 8 42
8
Access control system 2 sets
software 1 set 1 set
9
CCTV base surveillance 1 set
system Hardware 1 set Nil
10
CCTV Cameras ( IP 60
Based Cameras) 15 45
11 Network Video Recorder
(NVR in place of earlier
1 (DMR) 1 (NVR) 1 NVR
DMR) with sufficient
storing capacity

521
12
CCTV base surveillance 1 set
system software 1 set Nil
13
Large Screen Wall 2 sets Nil 2 sets
14
UPS 200 KVA 8 Nil 8
15
Battery Equipment
(1000AH, 198 Cells/Set) 8 Sets Nil 8 sets

Requirement of additional physical security items for WDC, Pune

55" LED/plasma/OLED/HD
Nil 1 1
1 Display

Supporting LAN Switches and As Per

Nil As per requirement
cables requirement
2

522
 SECTION – 3 - PART B-31
Uninterrupted Power Supply (UPS)

1.0 This specification describes a three-phase, on-line continuous operation, modular

uninterruptible power supply (UPS). The features of the UPS system shall be as
below:
2.0 General

i. It shall be modular/standalone & online UPS, designed for 24x7 operation. Online
UPS means that the input AC power shall be subjected to process of inversion &
conversion to supply conditioned & pure sine wave AC supply to the load.
ii. The UPS system shall be wired to supply conditioned and uninterrupted power
supply to all the application servers, network equipments, storage device,
workstations or any other device installed in the data center.
iii. Proper ventilation/cooling arrangements to support continuous operation.
iv. It shall be housed in a self supporting structure made of steel. It shall house all the
components of the UPS. Optionally batteries can be housed separately.
v. Battery backup available shall be three hours for full load. Batteries supplied shall
be maintenance free VRLA Batteries and should have valid type approval from TEC..
vi. It shall meet TEC GR no. TEC/GR/TX/UPS-01/04 DEC 2013.
vii. It shall condition the power supply by regulating the power factor & harmonics in
the input mains power supply.
viii. It shall be 3-phase input & 3-phase output power supply UPS system
ix. It shall have high availability through intelligent precision-charging that maximizes
battery performance, life, and reliability.

3.0 Parameters

3.1 Input Power Supply:

i. Nominal voltage shall be 415 V AC ( +10% to -15%), 3 Phase & neutral

ii. Minimum 0.98 lagging on 100% load.( Power factor correction equipment can be put
in to use, if required)
iii. Input current harmonic distortion less than 2% max for linear loads & less than 5%
max
a. for non linear loads.

iv. Input power harmonics shall be less than 5%.

v. Input Frequency: It shall operate satisfactorily at input supply frequency of 50Hz +/-
6%

3.2 Output Power Supply:

i. Nominal output voltage shall be 380/ 400/ 415 V AC , 3 phase and neutral (adjustable
steplessly) with ± 1% accuracy.
ii. Output waveform shall be true sine wave.
iii. UPS Output shall be isolated from UPS input through an isolation transformer.
iv. Output Frequency: UPS shall provide 50 Hz +/- 0.5 Hz free running (battery
operation)output .
v. It shall support unbalanced load. Load unbalance of 50% shall not trip the UPS i.e. if a
load on one of the three phases is ‘x’ kVA then a load of x/2 shall not trip the UPS.
vi. It shall be able to supply 150% overload for atleast 60 seconds and shall supply 125%
overload for atleast 10 minutes.. This enables the system to handle inrush currents,
sudden peak loads and output faults without transitioning to bypass.
vii. Acoustics noise generated from the operation of the UPS shall be less than 65 dbA
typically, measured at 1 meter from the UPS.
523
viii. The UPS shall operate with an efficiency of more than 90% at 75% of the rated load.
ix. There shall be a provision of static bypass (automatic) with voltage rating of
380/400/415 V AC ,3 phase & neutral +/- 10% . Bypass arrangement shall be through
an external static bypass panel to enable delinking any UPS in the network without
disturbing the load.

4.0 Architecture

i. Entire UPS system shall be supplied in N+N configuration based on actual KVA
requirements as calculated by the bidder keeping

ii. If bidder feels that N+N configuration of UPS system shall not meet the 100%
availability criterion, they shall quote a higher redundancy configuration.

Total UPS shall be supplied in units of 200 KVA.

5.0 Manageability

i. It shall provide for redundant serial ports for manageability by EMS of the data center.
UPS shall be SNMP compliant for SNMP trap etc.
ii. It shall have provision for remote management of the UPS over the network
iii. It shall allow management of the UPS locally through a text-based display that allows
quick diagnosis via stored alarm conditions and events
iv. The UPS shall indicate if the unit is on battery, if the battery is low or if there is an
overload condition.
v. The UPS shall monitor the health and status of the external batteries and their
expected runtime.
vi. The UPS shall ensure early detection of potential problems by periodic testing of UPS
components
vii. It shall prevent unauthorized access to the UPS through a suitably designed rack
system.

6.0 Protection Requirements

i. Output short circuit protection shall be there with fault isolation capability.
ii. Input phase reversal protection.
iii. Input voltage high/low protection.
iv. Input surge/transient protection
v. Soft start or slow voltage transfer to generator.
vi. Low Battery Voltage Protection: To prevent total discharge or damage to the battery,
the UPS must stop supplying to connected load when the battery voltage reaches a
set minimum voltage level(programmable).

7.0 6.0 Qualifying

i. Service support availability in Hyderabad and Pune.

ii. The product vendor shall have an ISO 9001 certified manufacturing unit for UPS.
Copy of certificate to be attached with the bid.

524
 SECTION 3 PART C
SCHEDULE OF REQUIREMENTS

Hyderabad New Data Center (Main) and Pune New Data Center (DR)

1.0 Hardware For Major Applications (Refer Section 3 Part B25) at Main and DR
Type of Data Centre Configuration Make & Quantity
Server Applications Model Details
of hardware
capacity
proposed by
bidder as per
requirement
of this tender

Enterprise
Billing System N+1 2 set
1.1 Class

Enterprise
Accounting System N+1 2 set
1.2 Class

Enterprise Bill formatter

N+1 2 set
1.3 Class (Optional)

Enterprise
Mediation N+1 2 set
1.4 Class

Technical Order
Management,
Enterprise
Provisioning N+1 2 set
1.5 Class
including workforce
management

Enterprise Inventory
N+1 2 set
1.6 Class Management

Enterprise
EAI / Middleware N+1 2 set
1.7 Class

Enterprise
Enterprise
Management N+1 2 set
1.8 Class
System (EMS)

Enterprise N+1
1.9 CRM 2 set
Class

Enterprise Self Care (Mobile

N+1 2 set
1.10 Class App & Web)

Social Media
Enterprise
Integrator including N+1 2 set
1.11 Class
Aadhar Integration

Enterprise
Revenue Assurance N+1 2 set
1.12 Class

525
 Enterprise Fraud Management
N+1 2 set
1.13 Class System (FMS)

Enterprise
Electronic Stapling N+1 2 set
1.14 Class

Enterprise
Datawarehousing N+1 2 set
1.15 Class

Enterprise Reports &

Enterprise
Business N+1 2 set
1.16 Class
Intelligence

Enterprise Backup, Restore &

N+1 2 set
1.17 Class Archival Server

Payment
Enterprise
Management N+1 2 set
1.18 Class
System

Application
Enterprise Performance
N+1 2 set
1.19 Class Monitoring tools /
SLA Management

Enterprise
IOBAS N+1 2 set
1.20 Class

Service Partner
Enterprise Billing, Settlement
N+1 2 set
1.21 Class and Accounting
system

Enterprise
API Management N+1 2 set
1.22 Class

Enterprise For High

N+1 Server 1 2 set
1.23 Class Availability

Enterprise For High

N+1 Server 2 2 set
1.24 Class Availability

Note:
1. For the specification and dimensioning of the hardware refer Section 3 Part B.
2. Each data centre class server (including N+1 server) shall have 20% headroom. For
purpose of calculation of 20% headroom, if server capacity is 5x then, 4x numbers of
CPUs shall be configured and 1x shall be the headroom for future use (For ex. in a
128 core box 102 core can be loaded and so on).
3. The failover partitions cannot be configured in the production server where the
production is working. In other words production and failover partitions of the same
application cannot be configured in the same physical box.
4. The hardware for major applications shall be as mentioned in Section 3 Part B-25.

526
2.0 Hardware For Edge Applications (Refer Section 3 Part B25) at Main and DR

Type of Data Centre Edge Configur Make & Model Quantity

Server Applications ation Details of
hardware
capacity
proposed by
bidder as per
requirement
of this tender

Enterprise SMTP H/W N+1 2 set

2.1
Class

Enterprise Directory Server LDAP N+1 2 set

2.2
Class (Domain controller) –Primary

Directory Server LDAP

Enterprise N+1 2 set
2.3 (Domain controller) –
Class
Secondary

Enterprise N+1 2 set

2.4 Reverse Proxy Server
Class

Enterprise Identity Management / Access 2 set

2.5 N+1
Class Management

Enterprise
N+1 2 set
2.6 Class HTTP Server (Load Balancer)

Enterprise
N+1 2 set
2.7 Class DNS Server

Enterprise
Network Access Control N+1 2 set
2.8 Class System

Enterprise
DMS (Device Management N+1 2 set
2.9 Class
System)

Enterprise
N+1 2 set
2.10 Class Messaging Platform

Minimum 32
Enterprise Intermediate Report Server
N+1 cores / 128GB 2 set
2.11 Class Hardware (for BSNL in-house
reports) RAM

527
 Enterprise
N+1 2 set
2.12 Class Security Applications

Enterprise Data Centre IT Operations

N+1 2 set
2.13 Class (Application profiling and VM
Management)

Enterprise N+1 servers (Failover) One

N+1 2 set
2.14 Class for every five Edge
application, Server OS wise

Spare Servers-
Enterprise
One for every five Edge N+1 2 set
2.15 Class
application, including N+1
Servers OS wise

Development *
Enterprise Sizing to be 20% of total N+1 2 set
2.16 Class Production capacity. Number
of Cores shall be sum total of
all SSP sizing.

System Integration Testing &

training
Enterprise
Sizing to be 20% of total N+1 2 set
2.17 Class
Production capacity. Number
of Cores shall be sum total of
all SSP sizing.

User AT (UAT) / Preproduction

Environment
Enterprise
Sizing to be 20% of total N+1 2 set
2.18 Class
Production capacity. Number
of Cores shall be sum total of
all SSP sizing.

Enterprise
LEA Application N+1 2 set
2.19 Class

* Development servers shall be independent of the production environment.

528
3.0 Other Hardware Items at Main and DR
DETAILS
Description (to be Quantity
Remarks provided by
bidder)
System Consoles for sysadmin
2 set
3.1 (10 Nos. at each location)

Personal Computers (200 at each

location) along with Latest
2 set
3.2 version of Windows OS, MS office
and Antivirus

Laptops ( 10 each location) along

with Latest version of Windows 2 set
3.3
OS, MS office and Antivirus

High speed
Printers/Scanners/Copier( all in
2 set
3.4 one heavy duty ) 5 at each
location

4.0 Storage & Backup Solution (Refer Section 3 Part B27) at Main and DR for CDR
Project 3
Make & Model Details
of Storage capacity
Quantity
Description Remarks proposed by bidder
(usable)
as per requirement of
this tender

4.1 Enterprise All flash Refer TECGR

Storage ( Tier 1) No
(minimum usable TEC/GR/IT/D
uncompressed capacity SI -001/ 04/
2 set
450 TB at each location DEC 2015
on Dual parity RAID + section 3.4,
82TB at each location for 3.2, table
LEA solution 3.3.2

4.2 Storage capacity for Tier1 TECGR

snapshots. (minimum section 3.4,
2 set
90TB at each location) 3.2, table
3.3.2

Scale-Out NAS (Tier-2)

minimum 95TB at each 2 set
4.3
site.

4.4 Storage capacity for Tier2 2 set

snapshots. (minimum
529
 10TB at each location)

4.5 Disk Library (minimum TECGR 2 set

800 TB at each location) section
3.10.2

4.6 TEC GR
section 3.8.
Monthly,
Archival Object Storage Yearly full
for Long Term Retention backups for
2 set
of data (minimum 800 TB the Tier 1,2 &
at each location) Archrivals as
per clause
3.29, capacity
as per sizing,
4.7 SAN Switches along with
Necessary Host
connecting cables,
Software and any other TEC GR 2 set
components required (384 section 3.13
+ 384 ports With
minimum Two switches at
each location.)
4.8 Multipathing & Load TEC GR
Balancing Software. For
section 2 set
all the hosts connected to
SAN Switch (at each 3.2.10
location)
4.9

FCIP Routers minimum 2

TEC GR 2 set
Nos. at each location
section 3.14
(optional)

4.10 Enterprise Class Servers Refer Section 2 set

Hardware to run various 3 Part B25
SAN Applications
4.11 Software for items 4.1 to 2 set
4.9 except 4.8
4.12 TEC GR
Backup software (1 set at section 2 set
each site) 3.10.1

5.0 Storage & Backup Solution (Refer Section 3 Part B27) at Main (Hyderabad) and
DR (Kolkatta) for ERP PRoject
Make & Model Details
of Storage capacity
Quantity
Description Remarks proposed by bidder
(usable)
as per requirement of
this tender

5.1 Enterprise All flash Refer TECGR 2 set

Storage minimum usable No

530
 uncompressed capacity TEC/GR/IT/D
150 TB at Hyderabad on SI -001/ 04/
RAID 6 and 65 TB at DEC 2015
Kolkata on RAID 6 section 3.4,
table 3.3.1

5.2 Storage for snapshots. TECGR

(minimum 30 TB at section 3.4,
2 set
Hyderabad) and minimum table 3.3.1
15 TB at Kolkata

Disk Library (minimum TECGR

300 TB at each location) section 2 set
5.3
3.10.2

5.4 section 3.8.

Monthly,
Archival Object Storage Yearly full
for Long Term Retention backups & 2 set
of data (minimum 200 TB Archrivals as
at each location) per clause
3.29, capacity
as per sizing,
5.5 SAN Switches along with 2 set
Necessary Host
connecting cables,
Software and any other
section 3.13
components required
(256 + 256 ports With
minimum Two switches at
each location.)
5.6

Multipathing & Load

Balancing Software. For section
all the hosts connected to 3.2.10 2 set
SAN Switch (at each
location)

5.7 FCIP Routers minimum 2

2 set
Nos. at each location section 3.14
(optional)
5.8 Servers Hardware to run
2 set
various Applications of
backup Infrastructure
5.9

Software for items 1.1 to 2 set

1.9 except 1.8

5.10 section
Backup software (1 set at 2 set
each site) 3.10.1

531
6.0 Physical Security(Refer Section 3 Part B30) at Main and DR
Hardware/S Make & Model Quantity
oftware Details to be
provided by
bidder

6.1 Access control System

(Hardware)

6.1.1 Door Controller Hardware 2 set

6.1.2 Smart Card Reader (10 Hardware

Nos. at each location) 2 set

6.1.3 Door Locks (10 Nos. at Hardware

each location) 2 set

6.1.4 Smart cards (200 Nos. at Hardware

each location) 2 set

6.1.5 Biometric finger Print Hardware

Scanner (20 Nos. at each
location) 2 set

6.1.6 *Electronic Rodent Hardware

Management System (8
Nos. at each location) 2 set

6.2 CCTV Based

surveillance System
(Hardware)

6.2.1 CCTV Cameras (15 Nos. Hardware

at each location) 2 set

6.2.2 DMR Hardware 2 set

6.3 Access control System Software 2 set

(Software)

6.4 CCTV Based surveillance

System (Software) Software 2 set

7.0 Network Equipment (Refer Section 3 Part B26) at Main and DR

532
 Item
DETAILS Quantity

7.1 BACKBONE ROUTER (2 Nos. at each location) 2 set

7.2 INTERNET ROUTER (2 Nos. at each location) 2 set

7.3 DATA CENTER ETHERNET SWITCH Type I (2 Nos. at

2 set
each location)

7.4 DATA CENTER ETHERNET SWITCH Type II configured

with 48 ports of 100/1000 Mbps & 2*10 Gig SFP+ ports
(Quantity to be specified by Bidder) 2 set

8.0 Security Equipment (Refer Section 3 Part B29) at Main and DR

Item
Remarks DETAILS Quantity

8.1 New Generation FIREWALL (4 Nos.

2 set
at each location)

8.2 NIDS(Network Intrusion Detection

System) / NIPS (Network Intrusion
2 set
Protection System) (2 Nos. at each
location)

8.3 Application Delivery Controller

(Load Balancer) (2 Nos. at each 2 set
location)

8.4 Server Access Control system

2 set
(SACS) (2 Nos. at each location)

8.5 Security Information and event

management system (SIEM) (1 set 2 set
at each location)

8.6 Network Access Control System

2 set
(NACS) (1 set at each location)

8.7 Vulnerability Assessment and

Security Compliance (VM) for
2 set
Windows and Linux (1 set at each
location)

8.8 HIDS, for Windows, Linux & other

2 set
OS supplied (1 set at each location)

8.9 Anti-virus and Anti-Spam for

2 set
Windows and Linux (for Data
center servers and 500 workstations
533
 at each location)

Note: Annexure is to be given for license basis and calculation for total year wise no of
licenses for all security component

9.0 Network Operation Center (NOC) Equipment (Refer Section 3 Part B28) at Main
and DR
Item Details Minimum Quantity

9.1 Large Screen Wall(4*2 67” Screen size) 2 set

(2 set at each location)
9.2 Rear Projection Modules LED based (1 2 set
set at each location)
9.3 Display Controller Unit (1 set at each 2 set
location)
9.4 Display Controller Extension Unit
configured with RGB Interface for
Display Controller-Two ports with one
2 set
interface cable(15 m), Video Interface
for Display Controller - Four Ports with
one interface cable( 15 m) (1 set at
each location)
9.5 Software’s for 8.1 to 8.4 (1 set at each 2 set
location)

10.0 Security Operation Centre (SOC) Equipment (Refer Section 3 Part B28) at Main
Only

Item Details Quantity

10.1 Security Operation Center Hardware 1 set

10.2 Security Operation Center Software 1 set

11.0 System Software(Refer Section 3 Part B25) at Main and DR

Item Details Quantity

11.1 Cluster Software (as per design) 2 set

11.2 Virtualization software (as per

2 set
design)
11.3 Application profiling / management
2 set
system (as per design)
11.4 File System & Volume manager (as
2 set
per design)

534
11.5 Operating System (as per design) 2 set

12.0 Application Software Item’s on Need Basis as per tender requirement for Main
DC at Hyderabad & DR at Pune (Refer Section 3 Part B) (For 15 Million
Subscribers)
Details of New Licence
Name of
Minimum Quantity Existing License Quantity
Application
Required Quantity being being
Software
reused supplied

12.1 Billing System, 15 Mn

12.2 Accounting System 500

12.3 Bill formatter

1 Set
(Optional)

12.4 Mediation 15 Mn

12.5 Order Management,

Provisioning including
15 Mn
workforce
management

12.6 Inventory
15 Mn
Management

12.7 EAI / Middleware 1 Set

12.8 Enterprise
Management System 1 Set
(EMS)

12.9 CRM 22,000

12.10 Self-Care (Mobile

1 Set
App & Web)

12.11 Product Catalogue 1 Set

12.12 Social Media

1 Set
Integrator

12.13 Revenue Assurance 15 Mn

12.14 Fraud management

15 Mn
System (FMS)

12.15 Electronic Stapling 1 Set

12.16 Datawarehousing 1 Set

535
12.17 Enterprise Reporting
& Business 1 Set
Intelligence

12.18 Backup, Restore &

1 Set
Archival Server

12.19 Payment
1 Set
Management System

12.20 Application
Performance
1 Set
Monitoring tools /
SLA Management

12.21 IOBAS 15 Mn

12.22 Service Partner

Billing, Settlement
1 Set
and Accounting
system

12.23 API Management 1 Set

12.24 Database Licenses &

1 Set (Detailed Qty
Allied licenses such
supplied to be specified
as diagnostic tools
by Bidder in price sheet)
etc ( as per design )

12.25 LEA Application 1 Set

12.26 Any other application 1 Set

13.0 Services (Hardware, Networking and Application softwares) – (DATA CENTRE)

**at Main and DR for CDR Project 3

Services DETAILS Quantity

13.1 I&C of Servers, Storage, 2 set

Network, Security, NOC & SOC
13.2 Software Implementation – 1 set
Application Software
implementation, version
upgradation, customization etc.
13.3 I&C of Physical Security & UPS 2 set
13.4 Migration of services and data 2 set
from existing Data center to new
Data center
13.5 Training & Any other items 1set

536
13.6 Data Center Certification 2 set
Services

14.0 Services (Storage) – (DATA CENTRE) **at Main (Hyderabad) and DR (Kolkatta)
for ERP Project

Services DETAILS Quantity

14.1 I&C of Storage Equipment, AT / 2 set

VT, training, migration,
15.0 Data Center Operation at Main and DR

Name of item DETAILS Quantity

Year 1 960 man months*

Year 2 960 man months
(During
Warranty)
Data Center Operation (Optional) Year 3 960 man months
(During
15.1 Warranty)
Year 4 960 man months
Year 5 960 man months
Year 6 960 man months
Year 7 960 man months
Year 8 960 man months
Year 9 960 man months

* Year1 During Transition / Migration Milestone at all four CDR Data centers from Year 2 at
New CDR Datacenters

16.0 Annual Maintenance Contract (at Main and DR)

Component Details Quantity

16.1 Hardware for Major Applications

16.1.1 Year 1 2 set

16.1.2 Year 2 2 set

16.1.3 Year 3 2 set

16.1.4 Year 4 2 set

16.1.5 Year 5 2 set

537
16.1.6 Year 6 2 set

16.2 Hardware for Edge Applications

16.2.1 Year 1 2 set

16.2.2 Year 2 2 set

16.2.3 Year 3 2 set

16.2.4 Year 4 2 set

16.2.5 Year 5 2 set

16.2.6 Year 6 2 set

16.3 Other Hardware Items

16.3.1 Year 1 2 set

16.3.2 Year 2 2 set

16.3.3 Year 3 2 set

16.3.4 Year 4 2 set

16.3.5 Year 5 2 set

16.3.6 Year 6 2 set

16.4 Storage & Backup Solutions for

CDR Project 3
16.4.1 Year 1 2 set

16.4.2 Year 2 2 set

16.4.3 Year 3 2 set

16.4.4 Year 4 2 set

16.4.5 Year 5 2 set

16.4.6 Year 6 2 set

16.5 Storage & Backup Solutions for

ERP Project
16.5.1 Year 1 2 set

16.5.2 Year 2 2 set

16.5.3 Year 3 2 set

16.5.4 Year 4 2 set

16.5.5 Year 5 2 set

16.5.6 Year 6 2 set

16.6 Physical Security

538
16.6.1 Year 1 2 set

16.6.2 Year 2 2 set

16.6.3 Year 3 2 set

16.6.4 Year 4 2 set

16.6.5 Year 5 2 set

16.6.6 Year 6 2 set

16.7 Network Equipment

16.7.1 Year 1 2 set

16.7.2 Year 2 2 set

16.7.3 Year 3 2 set

16.7.4 Year 4 2 set

16.7.5 Year 5 2 set

16.7.6 Year 6 2 set

16.8 Security Equipment

16.8.1 Year 1 2 set

16.8.2 Year 2 2 set

16.8.3 Year 3 2 set

16.8.4 Year 4 2 set

16.8.5 Year 5 2 set

16.8.6 Year 6 2 set

16.9 Network Operation Centre (NOC)

Equipment
16.9.1 Year 1 2 set

16.9.2 Year 2 2 set

16.9.3 Year 3 2 set

16.9.4 Year 4 2 set

16.9.5 Year 5 2 set

16.9.6 Year 6 2 set

16.10 Security Operation Centre (SOC)

Equipment at Only Main DC
16.10.1 Year 1 1 set

16.10.2 Year 2 1 set

539
16.10.3 Year 3 1 set

16.10.4 Year 4 1 set

16.10.5 Year 5 1 set

16.10.6 Year 6 1 set

16.11 System Software

16.11.1 Year 1 2 set

16.11.2 Year 2 2 set

16.11.3 Year 3 2 set

16.11.4 Year 4 2 set

16.11.5 Year 5 2 set

16.11.6 Year 6 2 set

16.12 Software Maintenance - Billing

System
16.12.1 Year 1 1 set

16.12.2 Year 2 1 set

16.12.3 Year 3 1 set

16.12.4 Year 4 1 set

16.12.5 Year 5 1 set

16.12.6 Year 6 1 set

16.13 Software Maintenance Accounting

System
16.13.1 Year 1 1 Set

16.13.2 Year 2 1 set

16.13.3 Year 3 1 set

16.13.4 Year 4 1 set

16.13.5 Year 5 1 set

16.13.6 Year 6 1 set

16.14 Software Maintenance - Bill

Formatter (Optional)
16.14.1 Year 1 1 set

16.14.2 Year 2 1 set

540
16.14.3 Year 3 1 set

16.14.4 Year 4 1 set

16.14.5 Year 5 1 set

16.14.6 Year 6 1 set

16.15 Software Maintenance - Mediation

including OCB technology (Intec &
Packet ware)
16.15.1 Year 1 1 set

16.15.2 Year 2 1 set

16.15.3 Year 3 1 set

16.15.4 Year 4 1 set

16.15.5 Year 5 1 set

16.15.6 Year 6 1 set

16.16 Software Maintenance – Technical

Order Management, Provisioning,
Workforce Management
16.16.1 Year 1 1 set

16.16.2 Year 2 1 set

16.16.3 Year 3 1 set

16.16.4 Year 4 1 set

16.16.5 Year 5 1 set

16.16.6 Year 6 1 set

16.17 Software Maintenance -

Inventory Management
16.17.1 Year 1 1 set

16.17.2 Year 2 1 set

16.17.3 Year 3 1 set

16.17.4 Year 4 1 set

16.17.5 Year 5 1 set

16.17.6 Year 6 1 set

16.18 Software Maintenance - EAI /

Middelware
16.18.1 Year 1 1 set

541
16.18.2 Year 2 1 set

16.18.3 Year 3 1 set

16.18.4 Year 4 1 set

16.18.5 Year 5 1 set

16.18.6 Year 6 1 set

16.19 Software Maintenance - Enterprise

Management System (EMS)
16.19.1 Year 1 1 set

16.19.2 Year 2 1 set

16.19.3 Year 3 1 set

16.19.4 Year 4 1 set

16.19.5 Year 5 1 set

16.19.6 Year 6 1 set

16.20 Software Maintenance - CRM

16.20.1 Year 1 1 set

16.20.2 Year 2 1 set

16.20.3 Year 3 1 set

16.20.4 Year 4 1 set

16.20.5 Year 5 1 set

16.20.6 Year 6 1 set

16.21 Software Maintenance - Self Care

(Mobile App & Web)
16.21.1 Year 1 1 set

16.21.2 Year 2 1 set

16.21.3 Year 3 1 set

16.21.4 Year 4 1 set

16.21.5 Year 5 1 set

16.21.6 Year 6 1 set

16.22 Software Maintenance- Product

Catalogue
16.22.1 Year 1 1 set

542
16.22.2 Year 2 1 set

16.22.3 Year 3 1 set

16.22.4 Year 4 1 set

16.22.5 Year 5 1 set

16.22.6 Year 6 1 set

16.23 Software Maintenance – Social

Media Integrator
16.23.1 Year 1 1 set

16.23.2 Year 2 1 set

16.23.3 Year 3 1 set

16.23.4 Year 4 1 set

16.23.5 Year 5 1 set

16.23.6 Year 6 1 set

16.24 Software Maintenance - Revenue

Assurance (RA)
16.24.1 Year 1 1 set

16.24.2 Year 2 1 set

16.24.3 Year 3 1 set

16.24.4 Year 4 1 set

16.24.5 Year 5 1 set

16.24.6 Year 6 1 set

16.25 Software Maintenance – Fault

Management System (FMS)
16.25.1 Year 1 1 set

16.25.2 Year 2 1 set

16.25.3 Year 3 1 set

16.25.4 Year 4 1 set

16.25.5 Year 5 1 set

16.25.6 Year 6 1 set

16.26 Software Maintenance –

Electronic Stapling
16.26.1 Year 1 1 set

543
16.26.2 Year 2 1 set

16.26.3 Year 3 1 set

16.26.4 Year 4 1 set

16.26.5 Year 5 1 set

16.26.6 Year 6 1 set

16.27 Software Maintenance –

Enterprise Reporting Software &
Business Intelligence
16.27.1 Year 1 1 set

16.27.2 Year 2 1 set

16.27.3 Year 3 1 set

16.27.4 Year 4 1 set

16.27.5 Year 5 1 set

16.27.6 Year 6 1 set

16.28 Software Maintenance –

Backup, restore & archival (at
Main and DR)
16.28.1 Year 1 2 set

16.28.2 Year 2 2 set

16.28.3 Year 3 2 set

16.28.4 Year 4 2 set

16.28.5 Year 5 2 set

16.28.6 Year 6 2 set

16.29 Software Maintenance –

Payment Management System
(PMS)
16.29.1 Year 1 1 set

16.29.2 Year 2 1 set

16.29.3 Year 3 1 set

16.29.4 Year 4 1 set

16.29.5 Year 5 1 set

16.29.6 Year 6 1 set

16.30 Software Maintenance –

544
 Application performance
monitoring tools/ SLA
Management
16.30.1 Year 1 1 set

16.30.2 Year 2 1 set

16.30.3 Year 3 1 set

16.30.4 Year 4 1 set

16.30.5 Year 5 1 set

16.30.6 Year 6 1 set

16.31 IOBAS

16.31.1 Year 1 1 set

16.31.2 Year 2 1 set

16.31.3 Year 3 1 set

16.31.4 Year 4 1 set

16.31.5 Year 5 1 set

16.31.6 Year 6 1 set

16.32 Software Maintenance –

Service partner Billing,
Settlement and Accounting
System
16.32.1 Year 1 1 set

16.32.2 Year 2 1 set

16.32.3 Year 3 1 set

16.32.4 Year 4 1 set

16.32.5 Year 5 1 set

16.32.6 Year 6 1 set

16.33 Software Maintenance – API

Management
16.33.1 Year 1 1 set

16.33.2 Year 2 1 set

16.33.3 Year 3 1 set

16.33.4 Year 4 1 set

545
16.33.5 Year 5 1 set

16.33.6 Year 6 1 set

16.34 Software Maintenance –

Database Licenses
16.34.1 Year 1 1 set

16.34.2 Year 2 1 set

16.34.3 Year 3 1 set

16.34.4 Year 4 1 set

16.34.5 Year 5 1 set

16.34.6 Year 6 1 set

16.35 Software Maintenance –

Database Application Cluster
16.35.1 Year 1 1 set

16.35.2 Year 2 1 set

16.35.3 Year 3 1 set

16.35.4 Year 4 1 set

16.35.5 Year 5 1 set

16.35.6 Year 6 1 set

16.36 Software Maintenance –

Database Partitioning Licenses
16.36.1 Year 1 1 set

16.36.2 Year 2 1 set

16.36.3 Year 3 1 set

16.36.4 Year 4 1 set

16.36.5 Year 5 1 set

16.36.6 Year 6 1 set

16.37 Software Maintenance –

Diagnostic & Performance Tunning
16.37.1 Year 1 1 set

16.37.2 Year 2 1 set

16.37.3 Year 3 1 set

16.37.4 Year 4 1 set

546
16.37.5 Year 5 1 set

16.37.6 Year 6 1 set

16.38 New UPS & Associated Switch

gear (at Main and DR)
16.38.1 Year 1 2 set

16.38.2 Year 2 2 set

16.38.3 Year 3 2 set

16.38.4 Year 4 2 set

16.38.5 Year 5 2 set

16.38.6 Year 6 2 set

16.38.7 Year 7 2 set

16.38.8 Year 8 2 set

16.39 Existing CES (CDOT)

16.39.1 Year 1 1 set

16.39.2 Year 2 1 set

16.39.3 Year 3 1 set

16.39.4 Year 4 1 set

16.39.5 Year 5 1 set

16.39.6 Year 6 1 set

16.40 Existing (reused) and New

Edge Applications *
16.40.1 Year 1 2 set

16.40.2 Year 2 2 set

16.40.3 Year 3 2 set

16.40.4 Year 4 2 set

16.40.5 Year 5 2 set

16.40.6 Year 6 2 set

16.41 Any other item

16.41.1 Year 1 2 set

16.41.2 Year 2 2 set

16.41.3 Year 3 2 set

16.41.4 Year 4 2 set

547
16.41.5 Year 5 2 set

16.41.6 Year 6 2 set

* Bidder has option to reutilize the existing Edge softwares or supply new Edge softwares.

17.0 Documentation
( To be supplied with Data Centre equipment’s)

DOCUMENTATION Minimum
DETAILS Quantity

17.1 Hard Copy 2 set

17.2 Soft Copy 2 set

18.0 UPS (New)

(TEC/GR/TX/UPS-01/04 DEC 2013)

Item Minimum
DETAILS Quantity

18.1 UPS ( minimum 200 KVA * 8) N+N 2 set

19.0 Comprehensive AMC of Existing CDR DC South at Hyderabad

Item Period Quantity Remarks
19.1 Data centre class
Hardware Year 1
19.2 Edge Hardware Year 1
19.3 Edge Applications Year 1
19.4 UPS Year 1
19.5 Network (South DC) Year 1
19.6 Year 1 Refer SECTION – 3 - PART B-1
Security
19.7 Major Software Year 1
Licenses support
(except Billing
application & Bill
formatter)
19.8 RDBMS Year 1
19.9 Storage (Optional) Year 1
CDR & ERP
19.10 Bill formatter Year 1
(Optional)

20.0 Comprehensive AMC of Existing CDR DC East at Kolkata

Item Period Quantity Remarks
20.1 Data centre class
Hardware Year 1
20.2 Edge Hardware Year 1 Refer SECTION – 3 - PART B-1
20.3 Edge Applications Year 1
20.4 UPS Year 1

548
20.5 Network (East DC) Year 1
20.6 Security Year 1
20.7 Major Software Year 1
Licenses support
(except Billing
application & Bill
formatter)
20.8 RDBMS Year 1
20.9 Storage (Optional) Year 1
CDR & ERP
20.10 Bill Formatter Year 1
(Optional)

21.0 Comprehensive AMC of Existing CDR DC West at Pune

Item Period Quantity Remarks
21.1 Data centre class
Hardware Year 1
21.2 Edge Hardware Year 1
21.3 Edge Applications Year 1
21.4 UPS Year 1
21.5 Network (West DC) Year 1
Refer SECTION – 3 - PART B-1
21.6 Security Year 1
21.7 Major Software Year 1
Licenses support
(except Bill
formatter)
21.8 RDBMS Year 1
21.9 Storage (Optional) Year 1
21.10 Bill Formatter Year 1
(Optional)

22.0 Comprehensive AMC of Existing CDR DC North at Chandigarh

Item Period Quantity Remarks
22.1 Data centre class
Hardware Year 1
22.2 Edge Hardware Year 1
22.3 Edge Applications Year 1
22.4 UPS Year 1
22.5 Network (North DC) Year 1
Refer SECTION – 3 - PART B-1
22.6 Security Year 1
22.7 Major Software Year 1
Licenses support
(except Bill
formatter)
22.8 RDBMS Year 1
22.9 Storage (Optional) Year 1
22.10 Bill Formatter Year 1

549
23.0 Data Center Certification Services

Item DETAILS Quantity

23.1 Data Center Certification Services Year 1 2 set

Note 1: Consolidation of CDR DCs & NIB-P3 DCs shall be carried out as per the technical
details in the tender.

Note 2: Bidder shall furnish the detailed Bill of Material (BOM) for each SOR item
mentioned above. The detailed Bill of Material shall clearly mention all the components
including quantities, constituting the SOR item. The priced Bill of Material shall be
submitted in the envelope containing the price bid and unpriced Bill of Material shall be
submitted in the envelope containing the techno-commercial part. There shall not be any
difference in the items and quantities in the priced and the unpriced BOMs.

Note 3: As this is a turnkey project, the bidder must include and quote for all the required
Hardware, Software, License and Subscription components required for the offered
solution. For this purpose “any other item” shall be used. In case, the bidder does not
include and quote for any required component and it is discovered later that this
component is required to deliver the functional requirement of tender, then the bidder has
to supply, install and configure that component free of cost.
Note 4: All components in the solution will have to be covered under two (2) years on-
site warranty and thereafter under Comprehensive AMC support for six years. All updates,
version upgrades, subscription feeds, remote and on-site configuration support will have to
be made available without any additional costs during the warranty period and the AMC
period.
Note-5: Bidder shall study the existing CDR DC& NIB-P3 DC setups of BSNL and the
various services integrated so that the migration from existing system to the Consolidated
CDR DCs & NIB-P3 DCs is without disturbance. For this purpose bidder shall contact office
of CGM ITPC circle Pune.
Note 6: Hardware and Software CAPEX: The quoted cost of hardware and software CAPEX
shall not be more than 40% of the total net quoted price (i.e. excluding input tax credit)
inclusive of AMC and O&M, so as to ensure that the bidder do not quote cost
inappropriately (on higher side) under this head and take away payment at early stage of
the project.
Note 7: In case of reutilization of software, Bidder shall be responsible for AMC
for 9 years and 3 months (equivalent to 1 year and 3 months migration,
warranty of 2 years and AMC of 6 years) of such items from the respective OEMs for
which price shall be quoted by bidder as per SOR.
Note 8: Hardware Equipment will be taken as commissioned after successful Acceptance
Testing (AT) of Hardware and related operating system Software.
Note 9: AMC and O&M of existing Data Centres shall be taken by the bidder till the
migration is completed (i.e. 15 months from date of PO)
Note 10: No High Sea Sales is allowed.
Note 11: The bidder has to quote prices for only new licenses quantity being supplied.
However the AMC cost has to be quoted for total license quantity (Existing reutilized plus
newly supplied).

550
Note 12: Bidder shall continue the AMC for Existing CDR Data centres till the migration of
new data center is completed at the rate quoted for year 1.
Note 13: Bidder shall continue the O&M of existing Data Centres till the migration of new
data center is completed at the rate quoted for year 1.
Note 14: Bidder shall utilize existing UPS at Hyderabad DC and Pune DC. AMC for UPS
shall be provided by the bidder during the contract period. After End of Support Life of
UPS, if required bidder shall replace the UPS at Hyderabad and Pune DC. The cost of
replacement shall be build in the AMC cost.
Note 15: Actual fees payable to cetification agencies for specified Data center certifications
shall be paid directly by BSNL.

Note 16: BSNL has deployed Billing software solution from M/s Amdocs development
Center India Pvt Ltd Gurgaon at CDR data center at Hyderabad for South Zone and at CDR
Data Center Kolkata for East Zone. The Billing Software solution is under AMC till 30 th June
‘2021. The AMC support is available for 35 million wireline subscribers for three locations
i.e. Hyderabad, Kolkata & Bangalore. As per the implementation schedule mentioned in this
tender document, PAN India migration is to be completed within 15 months from the PO
date. The successful bidder has to take over AMC after 3 months from the date of PO. The
bidder shall not quote AMC cost of billing solution provided by M/s Amdocs at CDR data
center at Hyderabad for South Zone and at CDR Data center Kolkata for East Zone.
ATS/AMC support for Billing software at existing CDR data center at Hyderabad for South
Zone and at CDR Data center Kolkata for East Zone shall be the responsibility of BSNL
however successful bidder shall coordinate with M/s Amdocs for smooth running of billing
application at existing data center. In case prospective Bidders opts to use Billing software
solution from M/s Amdocs development Center India Pvt Ltd., the cost for Billing SOR item
should not to be quoted. However for new CDR Datacenters AMC/ATS for billing application
during warranty and AMC period shall be responsibility of the successful bidder. After the
completion of migration appropriate action as per the terms & conditions of AMC agreement
shall be taken by CM Cell to renegotiate ATS/AMC renewal for only GSM customers.

551
 Section 4 Part A
General Instructions to Bidders (GIB)
1. DEFINITIONS:-
a) “The Purchaser” means the CMD, Bharat Sanchar Nigam Ltd. (BSNL), New
Delhi.
b) “The Bidder” means the individual or firm who participates in this tender and
submits its bid.
c) “The Supplier” or “The Vendor” means the individual or firm supplying the
goods under the contract.
d) “The Goods” means all the equipment, machinery, and/or other materials which
the Supplier is required to supply to the Purchaser under the contract.
e) “The Advance Purchase Order” or “Letter of Intent” means the intention of
Purchaser to place the Purchase Order on the bidder.
f) “The Purchase Order” means the order placed by the Purchaser on the
Supplier signed by the Purchaser including all attachments and appendices
thereto and all documents incorporated by reference therein. The purchase
order shall be deemed as “Contract” appearing in the document.
g) “The Contract Price” means the price payable to the Supplier under the
purchase order for the full and proper performance of its contractual obligations.
h) “Validation” is a process of testing the equipment as per the Generic
Requirements in the specifications for use in BSNL network. Validation is carried
out in simulated field environment and includes stability, reliability and
environmental tests.
i) “Telecom Service Provider” means any Telecom operator in India, who is
licensed by the Department of Telecommunications (DOT), Government of India
to provide telecom services to the general public or to the other DOT licensed
Telecom operators.
“Telecom Service Provider” also refers to any Telecom operator in other
countries providing telecom services to general public of that country or to other
telecom operators of the same country.
In this tender, reference to TSP also cover Internet Service provider (ISP).
j) “Successful bidder(s)” means the bidder(s) to whom work in this tender is
awarded.

2. ELIGIBILITY CRITERIA:
2.1 Refer to Clause 4 of Detailed NIT (Section 1)
3. COST OF BIDDING
The bidder shall bear all costs associated with the preparation and submission of the
bid. The Purchaser will, in no case, be responsible or liable for these costs,
regardless of the conduct or outcome of the bidding process.

4. DOCUMENTS REQUIRED
4.1 The goods required to be supplied; bidding procedures and contract terms and
conditions are prescribed in the Bid Documents. The contents of the Bid documents
are specified in the covering letter.
4.2 The Bidder is expected to examine all instructions, forms, terms and specifications in
the Bid Documents. Failure to furnish all information required as per the Bid
Documents or submission of the bids not substantially responsive to the Bid

552
 Documents in every respect will be at the bidder’s risk and may result in rejection of
the bid.
5. CLARIFICATION OF BID DOCUMENTS
5.1 A prospective bidder, requiring any clarification on the Bid Documents shall notify
the Purchaser in writing i.e. by Email as well as by FAX to the Purchaser as indicated
in the DNIT i.e. Section-1. The Purchaser shall respond in writing to any request
for the clarification of the Bid Documents, which it receives 21 days prior to the
date of opening of the Tenders. Copies of the query (without identifying the
source) and clarifications by the Purchaser shall be sent to all prospective bidders
and shall also be uploaded on ETS portal, as addendum, for all the prospective
bidders who have downloaded the official copy of tender documents from ETS portal.

5.2 The format in which the clarifications are to be sent via E-mail (soft copy in Excel
format), on e-tender portal and FAX is as under:

S. No. Section Clause Page no. Brief Bidder query

Description of
the clause

5.3 Any clarification issued by BSNL in response to query raised by prospective bidders
shall form an integral part of bid documents and it shall amount to an amendment of
relevant clauses of the bid documents.

6. AMENDMENT OF BID DOCUMENTS

6.1 At any time, prior to the date of submission of Bids, the Purchaser may, for any
reason, whether at its own initiative or in response to a clarification requested by a
prospective bidder, modify bid documents by amendments.
6.2 The amendments shall be notified in writing through E-tender portal to all
prospective bidders on the address intimated at the time of purchase of the bid
document from the purchaser and these amendments will be binding on them.
6.3 In order to afford prospective bidders a reasonable time (min 7 days) to take the
amendment into account in preparing their bids, the purchaser may, at its discretion,
extend the deadline for the submission of bids suitably.
7. DOCUMENTS COMPRISING THE BID
The bid prepared by the bidder shall ensure availability of the following components:
a. Documentary evidence establishing that the bidder is eligible to bid and is
qualified to perform the contract if its bid is accepted in accordance with the
clause 2 & 10 of Section 4 Part A.
b. Bid Security furnished in accordance with clause 12 .
c. A Clause by Clause compliance as per clause 11.2 (c)
d. A Bid form and price schedule completed in accordance with clause 8 & 9.

8. BID FORM

553
 The bidder shall complete the bid form and appropriate Price schedule furnished in
the Bid documents, indicating the goods to be supplied, brief description of the
goods, quantity and prices as per Section-9.
9. BID PRICES
9.1 The bidder shall give the total composite price inclusive of all Levies & Taxes i.e.
Custom Duty, Goods & Services Tax (GST) on packing, forwarding, freight and
insurance etc. The basic unit price and all other components of the price need to be
individually indicated up to two decimal points only against the goods it proposes to
supply under the contract as per the price schedule given in Section 9. Prices of
incidental services should also be quoted. The offer shall be firm in Indian Rupees.
No Foreign exchange will be made available by the purchaser.
9.2 Prices indicated in the Price Schedule shall be entered in the following manner:
(i) Assesible Value, BCD, Cesses, IGST, Basic Unit price including BCD/Cesses/Other
logistics, Freight, Forwarding, Packing, Insurance, GST(CGST, SGST, IGST)
already paid or payable by the supplier shall be quoted separately item wise.

(ii) The supplier shall quote as per price schedule given in section 9 for all the items
given in schedule of requirement.
9.3 A bid submitted with an adjustable price quotation will be treated as non - responsive
and rejected.
9.4 The prices quoted by the bidder shall be in sufficient detail to enable the Purchaser to
arrive at the price of equipment/system offered.
9.5 “DISCOUNT, if any, offered by the bidders shall not be considered unless specifically
indicated in the price schedule. Bidders desiring to offer discount shall therefore
modify their offers suitably while quoting and shall quote clearly net price taking all
such factors like Discount, free supply, etc., into account”.
9.6 The price approved by BSNL for procurement will be inclusive of levies and taxes,
packing, forwarding, freight and insurance as mentioned in clause 9.1 subject to
other terms and condition as stipulated in clause 22.2 of Section 4 Part A. and clause
11 of Sec-5 Part A of Bid-document. Unloading charges at the consignee end shall be
borne by the supplier and no separate charges shall be paid for transportation to
individual sites for installation.
9.7 The freight by sea for transportation of equipment/Stores from the nearest port in the
main land to Andaman & Nicobar Islands will be reimbursed to the supplier at the
concessional rates levied by Ministry of Water and Surface Transport on production
of proof.
10. DOCUMENTS ESTABLISHING BIDDER’S ELIGIBILITY AND QUALIFICATION
10.1 The bidder shall furnish, as part of the bid documents establishing the bidder's
eligibility, the following documents or whichever is required as per terms and
conditions of Bid Documents.
a) Valid MSE Certificate, if applicable. In case the ownership of such MSE
Entrepreneurs happens to be from SC/ST category, proof in this regard also
need to be submitted.
b) Type Approval Certificate given by Telecom Engineering Centre (TEC)/ TSEC
issued by the Quality Assurance Circle of BSNL or proof of having applied for
TSEC (copy of Form QF 103 be attached).(Not Applicable)
c) Inspection Certificate issued by BSNL (QA) for execution of educational/
Commercial Order.(Not Applicable)
d) Additional documents to establish the eligibility and qualification of bidder as
specified in Section-I and Section-4 Part B.
e) Power of Attorney as per clause 14.3 (a) and (d) and authorization for executing

554
 the power of Attorney as per clause 14.3 (b) or (c).
f) Documentary proof of GST registration.
g) Undertaking duly signed by front bidder and its technology/ consortium partner
stating that both of them shall be liable for due performance of the contract
jointly and severally.(As per Consortium agreement Format)
h) Certificates from all Directors of the bidder stating that none of their near
relatives are working in BSNL in accordance with clause 33.
i) Certificate of incorporation.
j) Article or Memorandum of Association or partnership deed or proprietorship deed
as the case may be.
k) List of all Directors including their name(s), Director Identification Number(s)
(DIN) and address (es) along with contact telephone numbers of office and
residence.
l) Registration certificate from State Director of Industries or from Secretariat for
Industrial Assistance (SIA), Ministry of Industries, Government of India.
m) Approval from Reserve Bank of India/ SIA in case of foreign collaboration.

10.2 Documentary evidence for financial and technical capability

a) The bidder shall furnish audited Annual Report and /or a certificate from its
bankers to assess its solvency/financial capability.
b) The bidder shall furnish documentary evidence about technical and production
capability necessary to perform the contract.

10.3 In order to enable the Purchaser to assess the proven-ness of the system offered,
the bidder shall provide documentary evidence regarding the system being offered
by him.
10.4 A signed undertaking from Authorized Signatory of the bidder that shall certify that
all components/ parts/ assembly/ software used in the Desktops and Servers like
Hard disk, Monitors, Memory etc. shall be original, new components/ parts/
assembly/ software and that no refurbished/ duplicate/ second hand components/
parts/ assembly/ software are being used or shall be used.
10.5 For supply of any software i.e. operating system or any applications software the
bidder should submit a Certificate Of Authenticity (COA), signed by Authorized
Signatory stating that all Software supplied are authentic and legal copy is/ are
being supplied.
10.6 Documentary evidence/ Declaration to the effect that the type of software to be
utilized in the system/ equipment i.e. Packaged/ Canned OR Customized shall be
furnished by the bidder. In case of Packaged/ Canned, the portion of value which
represents consideration paid or payable for transfer of right to use such goods
subject to provisions laid down in Central Excise/Custom Notifications”.

11. DOCUMENTS ESTABLISHING GOOD’S CONFORMITY TO BID DOCUMENTS

11.1 Pursuant to clause 7 above, the bidder shall furnish, as part of its bid, documents
establishing the conformity of its bid to the Bid Documents of all goods and services
which he proposes to supply under the contract.
11.2 The documentary evidences of the "goods and services" conformity to the Bid
Documents may be, in the form of literature, drawings, data etc. and the bidder shall
furnish:
(a) a detailed description of goods with essential technical and performance
characteristics;
(b) a list, giving full particulars including available sources and current prices of all
spare parts, special tools, etc., necessary for the proper and continuous
555
 functioning of the goods for a period of three years following commencement of
use of the goods by the purchaser, and
(c) a clause-by-clause compliance on the purchaser's Technical Specifications and
Commercial Conditions demonstrating substantial responsiveness to the
Technical Specifications and Commercial Conditions. In case of deviations, a
statement of the deviations and exception to the provision of the Technical
Specifications and Commercial Conditions shall be given by the bidder. A bid
without clause-by-clause compliance of the Scope of Work, Technical
Specifications, SOR i.e. Section-3 Part A, B & C and General (Commercial)
Conditions & Special (Commercial) Conditions, General Conditions of AMC i.e.
Section- 5 Part A, B & C-2 shall not be considered.
11.3 For the purpose of compliance to be furnished pursuant to the clause 11.2(c) above,
the bidder shall note that the standards for the workmanship, material and
equipment and reference to the brand names or catalogue number, designated by
the Purchaser in its Technical specifications are intended to be descriptive only and
not restrictive.
12. BID SECURITY/EMD
12.1 The bidder shall furnish, as part of its bid, a bid security as mentioned in Section-1
(NIT).
12.2 The MSE bidders are exempted from payment of bid security:
a. A proof regarding valid registration with body specified by Ministry of Micro,
Small & Medium Enterprise for the tendered items will have to be attached along
with the bid.
b. The enlistment certificate issued by MSME should be valid on the date of
opening of tender.
c. MSE unit is required to submit its monthly delivery schedule.
d. If a vender registered with body specified by Ministry of Micro, Small & Medium
Enterprise claiming concessional benefits is awarded work by BSNL and
subsequently fails to obey any of the contractual obligations, he will be debarred
from any further work/ contract by BSNL for one year from the date of issue of
such order.
12.3 The bid security is required to protect the purchaser against the risk of bidder's
conduct, which would warrant the forfeiture of bid security pursuant to Para 12.7.
12.4 A bid not secured in accordance with Para 12.1 & 12.2 shall be rejected by the
Purchaser being non-responsive at the bid opening stage and archived unopened on
e-tender portal for e-tenders and returned to the bidder unopened(for manual
bidding process)
12.5 The bid security of the unsuccessful bidder will be discharged/ returned as promptly
as possible and within 30 days of finalization of the tender or expiry of the period of
the bid validity period prescribed by the purchaser pursuant to clause 13.
12.6 The successful bidder's bid security will be discharged upon the bidder's
acceptance of the advance purchase order satisfactorily in accordance with clause 27
and furnishing the performance security, except in case of L-1 bidder, whose
EMBG/EMD shall be released only after the finalization of ordering of complete
tendered quantity in pursuance to clause no. 24 & 27.3 of this section.
12.7 The bid security may be forfeited:
a. If the bidder withdraws or amends its bid or impairs or derogates from the bid
in any respect during the period of bid validity specified by the bidder in the bid
form or extended subsequently; or
b. In the case of successful bidder, if the bidder fails to sign the contract in
accordance with clause 28;
556
 Note – the bidder shall mean individual company firm or the front bidder and its
technology / consortium partner as applicable.

13. PERIOD OF VALIDITY OF BIDS

13.1 Bid shall remain valid for period specified in clause 2 of Tender information (Section
-2) from the date of opening of bids prescribed by the purchaser. A bid valid for a
shorter period shall be rejected by the purchaser being non-responsive.
13.2 In exceptional circumstances, the purchaser may request the consent of the bidder
for an extension to the period of bid validity. The request and the response thereto
shall be made in writing. The bid security provided under clause 12 shall also be
suitably extended. The bidder may refuse the request without forfeiting his bid
security. A bidder accepting the request and granting extension will not be permitted
to modify his bid.
14. FORMAT AND SIGNING OF BID
14.1 The bidder shall submit his bid, online (in case of e-tendering) & through sealed
envelopes physically (in case of tenders with manual bidding process), complying all
eligibility conditions, other terms and conditions of tender document to be read along
with the clarifications and amendments issued in this respect. All the documents
must be authenticated, using Digital Signature (in case of e-tendering) & by hand
signatures (for manual bidding process), by the authorized person. The letter of
authorization shall be indicated by written power-of-attorney accompanying the bid.
Note:-The Purchaser may ask the bidder(s) to supply, besides original bid,
additional copy of bids as required by him.
14.2 The bid shall contain no interlineations, erasures or overwriting except as
necessary to correct errors made by the bidder in which case such corrections shall
be signed by the person or persons signing the bid. All pages of the original bid,
except for un-amended printed literatures, shall be digitally signed by the person or
persons signing the bid.
14.3 Power of Attorney
a. The power of Attorney should be submitted and executed on the non-judicial
stamp paper of appropriate value as prevailing in the concerned states(s) and
the same be attested by a Notary public or registered before Sub-registrar of
the state(s) concerned.
b. The power of Attorney be executed by a person who has been authorized by the
Board of Directors of the bidder in this regard, on behalf of the Company/
institution/ Body corporate.
c. In case of the bidder being a firm, the said Power of Attorney should be
executed by all the partner(s) in favour of the said Attorney.
d. For e-tender bid submission process, in case the representative of bidder
company, who uploads the document on e-tender portal using his digital
signature certificate (DSC), is different from the authorized signatory for the bid
(power of attorney holder) then the representative who uploads the documents
on e-tender portal using DSC issued in his name., shall also be made as one of
the power of attorney holder by the bidder company, in addition to the
authorized signatory for the bid.

15. SEALING AND MARKING OF BIDS:

15.1 The bid should be submitted as per Clause 3 of tender information.
15.1.1 The bids shall be called under Single Stage Bidding & Two Envelope System.

557
15.1.2 In Single stage bidding & two envelopes system, the bidder shall submit his bid in
two envelopes;
The First envelope will be named as Techno-commercial bid. This envelope will contain
documents of bidder’s satisfying the eligibility / Technical & commercial conditions
as per clause 2 & 10 with Bid Security as per Clause 12. Second envelope will be
named as Financial bid containing Price Schedules as per Section 9 Part II.

The cover of first envelope shall contain the ‘Original Copy’ of the Techno-commercial bid,
subject to clause 14.2, duly marked 'TECHNO-COMMERCIAL BID '. The cover of
second envelope shall contain the ‘Original Copy’ of the financial bid, subject to
clause 14.2, duly marked ' FINANCIAL BID '.

Both the envelopes should be sealed separately and further kept in a single main envelope
under the personal seal of the bidder.

15.2 a) The envelopes shall be addressed to the purchaser inviting the tender.
i) In case of tenders invited by MMT section of BSNL CO, the Purchaser Address shall be:

DGM (MMT),

Bharat Sanchar Nigam Limited (Corporate Office),

2nd Floor, Bharat Sanchar Bhawan, Janpath, New Delhi-110001.

ii) In case of tenders invited from other section of BSNL CO./ Circles/ SSA of BSNL,
the Purchaser Address shall be specified by the purchaser inviting the tender of
concerned Circle/ SSA.

b) The envelope shall bear the name of the tender, the tender number and the words
'DO NOT OPEN BEFORE' (due date & time).
c) The inner and outer envelopes shall indicate the name and complete postal

address of the bidder to enable the purchaser to return the bid unopened in case
it is declared to be received 'late'.

d) Tender should be deposited in the tender box provided by tendering authority or

sent by registered post or delivered in person on above mentioned address
(address is given in Clause 15.2 (a) above). The responsibility for ensuring that
the tenders are delivered in time would vest with the bidder.

e) Bids delivered in person on the day of tender opening shall be delivered upto
specified time & date as stated in NIT to Section Officer (MMT) [in case of tenders
invited by MMT section of BSNL C.O.] / concerned officer to be specified by
tendering authority [In case of tenders invited from other units of BSNL CO/
Circles/ SSA of BSNL] at the venue (address is given in clause 15.2 (a) above).
The purchaser shall not be responsible if the bids are delivered elsewhere.

f) Venue of Tender Opening:

(i) In case of Tenders invited by MMT section of BSNL, C.O., tenders will be opened

558
 in Meeting Room, 2nd Floor, Bharat Sanchar Bhawan, Janpath, New Delhi-
110001 at specified time & date as stated in NIT.
(ii) In case of tenders invited from other units of BSNL CO/ Circles / SSA of BSNL,
the details of Venue shall be specified by the purchaser inviting the tender of
concerned Circle/ SSA.
If due to administrative reasons, the venue of Bid opening is changed, it will be
displayed prominently on Meeting Room, 2nd Floor, Bharat Sanchar Bhawan and
notice board on 2nd Floor, Bharat Sanchar Bhawan) [in case of tenders invited
by MMT section of BSNL C.O.] & at a place notified by other section of BSNL
CO./ Circle/SSA[In case of tenders invited from other sections of BSNL CO./
Circles/ SSA of BSNL].
15.3 If both the envelopes are not sealed and marked as required at para 15.1 and 15.2,
the bid shall be rejected.
16. SUBMISSION OF BIDS
16.1 Bids must be submitted by the bidders on or before the specified date & time
indicated in Clause 6 of Section-I i.e. DNIT.
16.2 The Purchaser may, at its discretion, extend this deadline for the submission of bids
by amending the Bid Documents in accordance with clause 6 in which case all
rights and obligations of the purchaser and bidders previously subject to the
deadline will thereafter be subjected to the extended deadline.
16.3 The bidder shall submit its bid offer against a set of bid documents purchased by him
for all or some of the systems/ equipment as per requirement of the Bid Documents.
He may include alternate offer, if permissible as per the bid. However, not more than
one independent and complete offer shall be permitted from the bidder.
17. LATE BIDS
No bid shall be accepted online by the Electronic Tender System® (ETS) after the
specified deadline for submission of bids prescribed by the purchaser.

18. MODIFICATION AND WITHDRAWAL OF BIDS

18.1 The bidder may modify, revise or withdraw his bid after submission prior to deadline
prescribed for submission of bid.
18.2 The bidder’s modification, revision or withdrawal shall have to be online and digitally
authenticated as per clause 15.
18.3 No bid shall be allowed for modification subsequent to the deadline for submission of
bids.
19. OPENING OF BIDS BY PURCHASER
19.1 The purchaser shall open bids online (in case of e-Tenders) or physically (in case of
manual bidding process) in the presence of the authorized representatives of bidders
online (in case of e-Tenders) or physically present (in case of e-Tenders as well as
manual bidding process) who chose to attend, at time & date specified in Clause 7 of
D NIT (Section-1) on due date.
The bidder's representatives, who are present, shall sign in an attendance register.
Authority letter to this effect shall be submitted by the authorized representatives of
bidders before they are allowed to participate in bid opening.

19.2 A maximum of two representatives of any bidder shall be authorized and permitted
to attend the bid opening.
19.3 Name of envelopes to be opened & information to be read out by Bid Opening
Committee

559
 (i) In Single stage bidding & two envelopes system; the bids will be opened in 2
stages i.e. the techno-commercial bid shall be opened on the date of tender
opening given in NIT. The financial bid will not be opened on the Date of
opening of techno commercial bids in this case & sealed financial bids will be
handed over to DGM (MMT), BSNL, CO./ Other section in BSNL, CO./ ‘MM’ cell
in circle/ SSA offices (as applicable) for retention.
Thereafter the CET will evaluate Techno-commercial bids & the report of CET
will be approved by competent authority.

The financial bids of those bidders who are approved to be techno-commercially

compliant by the competent authority, will be opened by TOC in front of techno
commercially eligible bidders/ authorized representatives by sending them a
suitable notice.

(ii) The following information should be read out at the time of Techno-commercial
bid opening:-
a) Name of the Bidder

b) Name of the item

c) EMD amount & validity and acceptability
d) Information in respect of eligibility of the bidder.
e) Details of bid modification/ withdrawal, if applicable.
(iii) The following information should be read out at the time of Financial bid
opening:-
a) Name of the Bidder

b) Name of the item

c) Quantities/prices quoted in the bid

d) Discount, if offered

e) Taxes & levies

19.4 The date fixed for opening of bids, if subsequently declared as holiday by the BSNL,
the revised date of schedule will be notified. However, in absence of such
notification, the bids will be opened on next working day, time and venue remaining
unaltered.

20. CLARIFICATION OF BIDS

20.1 To assist in the examination, evaluation and comparison of bids, the purchaser may,
at its discretion ask the bidder for the clarification of its bid. The request for the
clarification and the response shall be in writing. However, no post bid clarification at
the initiative of the bidder shall be entertained.
20.2 If any of the document required to be submitted along with the technical bid is found
wanting, the offer is liable to be rejected at that stage. However, the purchaser at its
discretion may call for any clarification regarding the bid document within the
stipulated time period. In case of non-compliance to such queries, the bid will be out
rightly rejected without entertaining any further correspondence in this regard.
21. PRELIMINARY EVALUATION

560
21.1 Purchaser shall evaluate the bids to determine whether they are complete, whether
any computational errors have been made, whether required sureties have been
furnished, whether the documents have been properly signed and whether the bids
are generally in order.
21.2 Arithmetical errors shall be rectified on the following basis. Based on the quoted
percentage of duties and taxes, Freight etc. the amounts quoted thereof shall be
worked out and rounded off to 2 decimal points. In case the unit price quoted does
not tally with its breakup quoted, the same shall be corrected by summing up the
breakups. If there is a discrepancy between the unit price and total price that is
obtained by multiplying the unit price and quantity, the unit price shall prevail and
the total price shall be corrected by the purchaser.
21.3 If there is a discrepancy between words and figures, the amount in words shall
prevail. If the supplier does not accept the correction of the errors, its bid shall be
rejected.
21.4 Prior to the detailed evaluation pursuant to clause 22, the Purchaser will determine
the substantial responsiveness of each bid to the Bid Document. For purposes of
these clauses, a substantially responsive bid is one which confirms to all the terms
and conditions of the Bid Documents without material deviations. The purchaser's
determination of bid's responsiveness shall be based on the contents of the bid itself
without recourse to extrinsic evidence.
21.5 A bid, determined as substantially non-responsive will be rejected by the purchaser
and shall not subsequent to the bid opening be made responsive by the bidder by
correction of the non-conformity.
21.6 The Purchaser may waive any minor infirmity or non-conformity or irregularity in a
bid which doesn't constitute a material deviation, provided such waiver doesn't
prejudice or affect the relative ranking of any bidder.
21.7 Proof for Applicable rates of SGST, CGST and IGST (as applicable) shall have to be
submitted by bidders along with the financial bids.

22. EVALUATION AND COMPARISON OF SUBSTANTIALLY RESPONSIVE BIDS

22.1 The Purchaser shall evaluate in detail and compare the bids previously
determined to be substantially responsive pursuant to clause 21.
22.2 The evaluation and comparison of responsive bids shall be done on the basis
of Net cost to BSNL on the prices of the goods offered along with all
applicable Taxes, packing Forwarding Freight & Insurance charges etc. as
arrived in Col 16 of Price schedule in Section 9 Part B Part-I (Indegeneous
items) and as arrived in Col 23 of Price schedule in Section 9 Part B Part-II
(Imported items) of the Bid-document after arithmetical correction in the
manner laid down in clause 21.2 above but excluding taxes which are
creditable to BSNL. Further, the bidder is also required to mention the taxes
(if any) applicable on the movement of Goods.

a) Duties, taxes & Cesses for which the firm has to furnish GST Challans / Tax
Invoices will be indicated separately in the PO / APO.
b) Suppliers should furnish the correct HSN / SAC classification /Customs tariff Head
in the price Schedule. If the credit for the Duties, Taxes and Cesses under
provision/ rules under GST law is found to be not admissible at any stage
subsequently owing to wrong furnishing of Tariff Head, then the suppliers will be
liable to refund such non-admissible amount, if already paid, along with penalty
and interest if charged by the concerned authority.
561
 (c) In case the Duties ,Taxes and Cesses which are not eligible for input tax credit as
per the quotes indicated in the price schedule by the suppliers and subsequently
at any stage it is found that Credit for such Duties ,Taxes and Cesses is
admissible as per provision of GST law, then the suppliers will be liable to refund
the amount equivalent of such Duties ,Taxes and Cesses if already paid to them
provided the credit can be claimed within the time prescribed under the applicable
legislation and BSNL has all documents to claim such credit. The refund is also
subject to the bidder performing necessary act for enabling BSNL to claim the
credit viz. upload the information on GSTN. However, the purchaser may allow the
supplier to submit necessary documents in this regard which may enable the
purchaser to avail the input tax credit provided such credit is still available for the
amount so paid as per provision of GST law.

(d) The purchaser reserves the right to ask the bidders to submit documentary proof
confirming the correct HSN or SAC classification/ Customs Tariff Head from the
CGST/SGST/IGST officer or Customs authority where the HSN or SAC
classification/ Customs Tariff Head furnished against the particular tendered item
by different bidders, differs from each other or the same is found apparently not
furnished in accordance with GST Act/Customs Tariff notifications.

e) If the supplier fails to furnish necessary supporting documents i.e. Tax invoices /
Customs invoices etc. in respect of the Duties, Taxes and Cesses which are
eligible for input tax credit, the amount pertaining to such Duties, Taxes and
Cesses will be deducted from the payment due to the firm

(f) If the supplier fails to perform necessary compliances which would any manner
restrict BSNL to claim input tax credit, then the amount pertaining to such Duties,
Taxes and Cesses will be deducted from the payment due to the supplier.

(g) If the supplier does not disclose the correct details on the invoice or on the GSTN
viz. GSTIN, Place of Supply, etc. which restricts BSNL to claim input tax credit,
then the amount pertaining to such Duties, Taxes and Cesses will be deducted
from the payment due to the supplier.
23. CONTACTING THE PURCHASER
23.1 Subject to Clause 20, no bidder shall try to influence the Purchaser on any matter
relating to its bid, from the time of the bid opening till the time the contract is
awarded.
23.2 Any effort by a bidder to modify his bid or influence the purchaser in the purchaser’s
bid evaluation, bid comparison or contract award decision shall result in the rejection
of the bid.
24. PLACEMENT OF ORDER
24.1 The Purchaser shall consider placement of orders for commercial supplies only on
those eligible bidders whose offers have been found technically, commercially and
562
 financially acceptable and whose goods have been type approved/ validated by the
purchaser. The Purchaser reserves the right to counter offer price(s) against price(s)
quoted by any bidder.
24.2 The ordering price of any bidder shall not exceed the lowest evaluated package
price. However, at a later stage if there is any increase in Govt. duties/taxes within
scheduled delivery date (SDD), the unit prices with applicable revised duties/taxes
will be paid to suppliers irrespective of their ranking viz.L1/ L2/ L3 …..etc. keeping
other levies & charges unchanged.
25. PURCHASER’S RIGHT TO VARY QUANTITIES
25.1 BSNL reserves the right to increase or decrease up to 25% of the quantity of goods
and services specified in the schedule of requirements without any change in the
unit price or other terms and conditions at the time of award of contract.
25.2 BSNL also reserves the right for placement of additional order or up to 50% of the
additional quantities of goods and services contained in the running tender/ contract
within a period of twelve months from the date of acceptance of first APO in the
tender at the same rate or a rate negotiated (downwardly) with the existing venders
considering the reasonability of rates based on prevailing market conditions and the
impact of reduction in duties and taxes etc and supplies to be obtained within
delivery period scheduled afresh.
25.3 In exceptional situation where the requirement is of an emergent nature and it is
necessary to ensure continued supplies from the existing venders, the purchaser
reserves the right to place repeat order up to 100% of the quantities of goods and
services contained in the running tender /contract within a period of twelve months
from the date of acceptance of first APO in the tender at the same rate or a rate
negotiated (downwardly) with the existing venders considering the reasonability of
rates based on prevailing market conditions and the impact of reduction in duties
and taxes etc. Exceptional situation and emergent nature should be spelt out clearly
detailing the justification as well as benefits accrued out of it and loss incurred in
case this provision is not invoked and approved by the authority competent to
accord administrative and financial approval for the procurement calculated on the
basis of total procurement i.e. initial and proposed add-on quantity

26. PURCHASER’S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS
The Purchaser reserves the right to accept or reject any bid, and to annul the
bidding process and reject all bids, at any time prior to award of contract without
assigning any reason whatsoever and without thereby incurring any liability to the
affected bidder or bidders on the grounds of purchaser’s action.

27. ISSUE OF ADVANCE PURCHASE ORDER

27.1 The issue of an Advance Purchase Order shall constitute the intention of the
Purchaser to enter into contract with the bidder.
27.2 The bidder shall within 14 days of issue of the advance purchase order, give its
acceptance along with performance security in conformity with the proforma
provided with the bid document at Section 7(B).
28. SIGNING OF CONTRACT
28.1 The issue of Purchase order shall constitute the award of contract on the bidder.
28.2 Upon the successful bidder furnishing performance security pursuant to clause 27,
the Purchaser shall discharge the bid security in pursuant to clause 12.
29. ANNULMENT OF AWARD
563
 Failure of the successful bidder to comply with the requirement of clause 27 and 28
shall constitute sufficient ground for the annulment of the award and the forfeiture of
the bid security in which event the Purchaser may make the award to any other
bidder at the discretion of the purchaser or call for new bids.

30. QUALITY ASSURANCE REQUIREMENTS

The supplier shall have Quality Management System supported and evidenced by the
following:
a) A Quality Policy.

b) A management representative with authority and responsibility for fulfilling

QA requirements and for interfacing with purchaser in the matters of Quality.

c) Procedure for controlling design/ production engineering, materials, choice of

components/vendors, manufacturing and packaging process for supplying
quality products.

(d) System of Inward Good Inspection.

(e) System to calibrate and maintain required measuring and test equipment.

(f) System for tracing the cause for non-conformance (traceability) and
segregating product which don't conform to specifications.

(g) Configuration management and change-control mechanism.

(h) A quality plan for the product.

(i) Periodical internal quality audits.

(j) A 'Quality Manual' detailing the above or infrastructure assessment certificate
and Type Approval Certificate (TAC)/ Technical Specifications Evaluation
Certificate (TSEC) issued by "QA Circle" shall be furnished.

31. REJECTION OF BIDS

31.1 While all the conditions specified in the Bid documents are critical and are to be
complied, special attention of bidder is invited to the following clauses of the bid
documents. Non-compliance of any one of these shall result in outright rejection of
the bid.
a. Clauses 12.1, 12.2 & 13.1 of Section- 4 Part A: The bids will be rejected at
opening stage if Bid security is not submitted as per Clauses 12.1 & 12.2 and
bid validity is less than the period prescribed in Clause 13.1 mentioned above.
b. Clause 2 & 10 of Section-4 Part A: If the eligibility condition as per clause 2 of
Section 4 Part A is not met and/ or documents prescribed to establish the
eligibility as per Clause 10 of section 4 Part A are not enclosed, the bids will be
rejected without further evaluation.
c. Clause 11.2 (c) of Section-4 Part A: If clause-by-clause compliance as well as
deviation statements as prescribed are not given, the bid will be rejected at
the stage of primary evaluation.
d. While giving compliance to Section-5 Part A, General Commercial conditions,
Section-4 Part B, Special Instructions to Bidders, Section-5 Part B Special
(Commercial) Conditions of Contract and Section-3 Technical Specifications
ambiguous words like "Noted", "Understood", “Noted & Understood" shall not

564
 be accepted as complied. Mere "Complied" will also be not sufficient, reference
to the enclosed documents showing compliances must be given.
e. Section-9 Price Schedule: Prices are not filled in as prescribed in price
schedule.
f. Section-4 Part A clause 9.5 on discount which is reproduced below:-
"Discount, if any, offered by the bidder shall not be considered unless
specifically indicated in the price schedule. Bidders desiring to offer discount
shall therefore modify their offer suitably while quoting and shall quote clearly
net price taking all such factors like Discount, free supply etc. into account”
31.2 Before outright rejection of the Bid by Bid-opening team for non-compliance of any
of the provisions mentioned in clause 31.1(a), 31.1(b) of Section-4 Part A, the
bidder company is given opportunity to explain their position, however if the person
representing the company is not satisfied with the decision of the Bid opening team,
he/they can submit the representation to the Bid opening team immediately but in
no case after closing of the tender process with full justification quoting specifically
the violation of tender condition if any.
31.3 Bid opening team will not return the bids submitted by the bidders on the date of
tender opening even if it is liable for rejection and will preserve the bids in sealed
cover as submitted by taking the signatures of some of the desirous representatives
of the participating bidder/companies present on the occasion.
31.4 The in-charge of Bid opening team will mention the number of bids with the name of
the company found unsuitable for further processing on the date of tender opening
and number of representations received in Bid opening Minutes and if Bid opening
team is satisfied with the argument of the bidder/company mentioned in their
representation and feel that there is prima-facie fact for consideration, the in-charge
of the bid opening team will submit the case for review to Officer competent to
approve the tender as early as possible preferably on next working day and decision
to this effect should be communicated to the bidder company within a week
positively. Bids found liable for rejection and kept preserved on the date of tender
opening will be returned to the bidders after issue of P.O. against the instant tender.
31.5 If the reviewing officer finds it fit to open the bid of the petitioner, this should be
done by giving three (working) days notice to all the participating bidders to give
opportunity to participants desirous to be present on the occasion.
32. ACTION BY PURCHASER AGAINST BIDDER(S)/ VENDOR(S) IN CASE OF
DEFAULT.
In case of default by Bidder(s)/ Vendor(s) such as
a) Does not supply the equipment in time;
b) Equipment does not perform satisfactory in the field in accordance with the
specifications;
c) Or any other default whose complete list is enclosed in Appendix-1.
Purchaser will take action as specified in Appendix-1 of this section.

33. Near Relationship Certificate:

33.1 The bidder should give a certificate that none of his/her near relative is working in
the units as defined below where he is going to apply for the tender. In case of
proprietorship firm, certificate will be given by the proprietor. For partnership firm,
certificate will be given by all the partners. In case of Limited Company, certificate
will be given by all the Directors of the company excluding Government of
India/Financial institution nominees and independent non-Official part time Directors
appointed by Govt. of India or the Governor of the state and full time Directors of

565
 PSUs both state and central. Due to any breach of these conditions by the company
or firm or any other person the tender will be cancelled and Bid Security will be
forfeited at any stage whenever it is noticed and BSNL will not pay any damage to
the company or firm or the concerned person.
33.2 The company or firm or the person will also be debarred for further participation in
the concerned unit.
33.3 The near relatives for this purpose are defined as:-
(a) Members of a Hindu undivided family.

(b) They are husband and wife.

(c) The one is related to the other in the manner as father, mother, son(s)
& Son’s wife (daughter in law), Daughter(s) and daughter’s husband
(son in law), brother(s) and brother’s wife, sister(s) and sister’s
husband (brother in law).

33.4 Please refer to the Performa enclosed in Section 6 Part (B).

34. Verification of Document and Certificates
The bidder will ensure that all the documents and certificates, including experience/
performance and self certificates submitted by him are correct and genuine before
enclosing them in the bid. The onus of proving genuineness of the submitted
documents would rest with the bidder.

If any document/ paper/ certificate submitted by the participant bidder is found /

discovered to be false / fabricated / tempered / manipulated either during bid
evaluation or during award of contract or thereafter, then the Purchaser will take
action as per Clause-1 of Appendix-1 of this section.

35. Security Clause as per latest guidelines and requirement

Mandatory Licensing requirements with regards to security related concerns issued
by the Government of India from time-to-time shall be strictly followed and
appropriate clauses shall be added in all bid documents. Necessary guidelines in this
regard shall be issued separately.

Appendix-1 to Section 4 Part A

S. Defaults of the bidder / vendor. Action to be taken

No.

A B C

1(a) Submitting fake / forged i) Rejection of tender bid of respective Vendor.

ii) Banning of business for 3 years which
implies barring further dealing with the vendor
for procurement of Goods & Services including
a) Bank Instruments with the bid to
participation in future tenders invited by BSNL
meet terms & condition of tender in
for 3 years from date of issue of banning order.
respect of tender fee and/ or EMD;
iii) Termination/ Short Closure of PO/WO, if
issued. This implies non-acceptance of further

566
 b) Certificate for claiming exemption supplies / work & services except to make the
in respect of tender fee and/ or already received material work/ complete work
EMD; in hand.

and detection of default at any stage

from receipt of bids till award of
APO/ issue of PO/WO.

Note 1:- However, in this case the performance guarantee if alright will not be
forfeited.

Note 2:- Payment for already received supplies/ completed work shall be made as per
terms & conditions of PO/ WO.

1(b) Submitting fake / forged documents

towards meeting eligibility criteria
such as experience capability, supply
proof, registration with Goods and
Services Tax, Income Tax
departments etc and as supporting
documents towards other terms &
conditions with the bid to meet
terms & condition of tender :

(i) If detection of default is prior to i) Rejection of Bid &

award of APO ii) Forfeiture of EMD.

(ii) If detection of default after issue i) Cancellation of APO ,

of APO but before receipt of PG/ SD ii) Rejection of Bid &
(DD,BG etc.) iii) Forfeiture of EMD.

(iii) If detection of default after i) Cancellation of APO

1(b)
receipt of PG/ SD (DD,BG etc.) . ii) Rejection of Bid &
cont
iii) Forfeiture of PG/ SD.
d.
However on realization of PG/ SD amount, EMD,
if not already released shall be returned.

(iv) If detection of default after i) Termination/ Short Closure of PO/WO and

issue of PO/ WO Cancellation of APO

ii) Rejection of Bid &

iii) Forfeiture of PG/ SD.
However on realization of PG/ SD amount, EMD,
if not released shall be returned.

Note 3:- However, settle bills for the material received in correct quantity and quality if
pending items do not affect working or use of supplied items.

Note 4:- No further supplies are to be accepted except that required to make the

567
 already supplied items work.

2 If vendor or his representative uses

violent/ coercive means viz. Physical /
Verbal means to threatens BSNL
Executive / employees and/ or
obstruct him from functioning in
discharge of his duties &
responsibilities for the following :

a) Obstructing functioning of tender

opening executives of BSNL in receipt/
opening of tender bids from Banning of business for 3 years which implies
prospective Bidders, suppliers/ Barring further dealing with the vendor for
Contractors. procurement of Goods &Services including
participation in future tenders invited by
b) Obstructing/ Threatening other BSNL for 3 years from date of issue of
prospective bidders i.e. suppliers/ banning order.
Contractors from entering the tender
venue and/ or submitting their tender
bid freely.

3 Non-receipt of acceptance of APO/ Forfeiture of EMD.

AWO and SD/ PG by L-1 bidder within
time period specified in APO/ AWO.

4.1 Failure to supply and/ or Commission i) Termination of PO/ WO.

the equipment and /or execution of the ii) Under take purchase/ work at the risk
work at all even in extended delivery & cost of defaulting vendor.
schedules, if granted against PO/ WO. iii) Recover the excess charges if incurred
from the PG/ SD and outstanding bills of the
defaulting Vendor.

4.2 Failure to supply and/ or Commission
the equipment and /or execution of the
Work in full even in extended delivery
schedules, if granted against PO/ WO.
i) Short Closure of PO/ WO to the quantity
already received by and/ or commissioned in
BSNL and/ or in pipeline provided the same is
usable and/or the Vendor promises to make it
usable.
ii) Under take purchase/ work for balance

568

5.1 The supplied equipment does not
perform satisfactory in the field in
accordance with the specifications
mentioned in the PO/ WO/Contract.
5.2 Major quality problems (as established
by a joint team / committee of User
unit(s) and QA Circle) / performance
problems and non-rectification of
defects (based on reports of field units
and QA circle).
6 Submission of claims to BSNL against a
contract
(a) for amount already paid by BSNL .
(b) for Quantity in excess of that
quantity at the risk & cost of defaulting
vendor.
iii) Recover the excess charges if incurred
from the PG/ SD and outstanding bills of the
defaulting Vendor.
i) If the material is not at all acceptable, then
return the non-acceptable material (or its
part) & recover its cost, if paid, from the o/s
bills/ PG/ SD.
OR
ii) If the material is inducted in network & it
is not possible to return it and/ or material is
acceptable with degraded performance, the
purchaser may determine the price for
degraded equipment (Financial penalty =
Price – price determined for degraded
equipment) himself and/ or through a
committee.
Undertake recovery of financial penalty from
outstanding dues of vendor including PG/ SD.
i) If the material is not at all acceptable, then
return the non-acceptable material (or its
part) & recover its cost, if paid, from the o/s
bills/ PG/ SD;
OR
ii) If the material is inducted in network & it
is not possible to return it and/ or material is
acceptable with degraded performance, the
purchaser may determine the price for
degraded equipment (Financial penalty =
Price – price determined for degraded
equipment) himself and/ or through a
committee.
Undertake recovery of financial penalty from
outstanding dues of vendor including PG/ SD;
and
iii) Withdrawal of TSEC/ IA issued by QA
Circle.
i) Recovery of over payment from the
outstanding dues of Vendor including EMD/
PG & SD etc. and by invoking ‘Set off’ clause
21 of Section 5 Part A or by any other legal
tenable manner.
ii) Banning of Business for 3 years from date
569
 supplied by Vendor to BSNL. of issue of banning order or till the date of
recovery of over payment in full, whichever is
later.
c) for unit rate and/ or amount higher
than that approved by BSNL for that
purchase.

Note 5:- The claims may be submitted with or without collusion of BSNL Executive/
employees.

Note 6:- This penalty will be imposed irrespective of the fact that payment is disbursed
by BSNL or not.

7 Network Security/ Safety/ Privacy:- If the i) Termination of PO/ WO.

vendor tampers with the hardware, ii) Banning of business for 3 years which
software/ firmware or in any other way that implies barring further dealing with the
vendor for procurement of Goods &
Services including participation in future
a) Adversely affects the normal working of tenders invited by BSNL for 3 years
BSNL equipment(s) and/ or any other TSP from date of issue of banning order.
through BSNL. iii) Recovery of any loss incurred on this
account from the Vendor from its PG/
b) Disrupts/ Sabotages functioning of the
SD/ O/s bills etc.
BSNL network equipments such as
exchanges, BTS, BSC/ MSC, Control iv) Legal action will be initiated by BSNL
equipment including IN etc., against the Vendor if required.
transmission equipments but not limited
to these elements and/ or any other TSP
through BSNL.

c) tampers with the billing related data/

invoicing/ account of the Customer/
User(s) of BSNL and/ or any other
TSP(s).

d) hacks the account of BSNL Customer for

unauthorized use i.e. to threaten others/
spread improper news etc.

e) Undertakes any action that affects/

endangers the security of India.

8 If the vendor is declared bankrupt or i) Termination/ Short Closure of the PO/

insolvent or its financial position has become WO.

570
 unsound and in case of a limited company, if ii) Settle bills for the quantity received
it is wound up or it is liquidated. in correct quantity and quality if
pending items do not affect working or
use of supplied items.
iii) No further supplies are to be
accepted except that required to make
the already supplied items work.
iv) In case of turnkey projects, If the
material is commissioned and is usable
without any degradation of
performance, then settle bills for the
acceptable equipment/ material (or its
part).
v) In case of turnkey projects, if the
material is inducted in network & it is
not possible to return it and/ or material
is acceptable with degraded
performance, the purchaser may
determine the price for degraded
equipment (Financial penalty = Price –
price determined for degraded
equipment) himself and/ or through a
committee.

Undertake recovery of financial penalty

from outstanding dues of vendor
including PG/ SD.

9 In the event of the vendor, its proprietor, i) Termination/ Short Closure of the
Director(s), partner(s) is / are convicted by a PO/ WO.
Court of Law following prosecution for ii) Settle bills for the material received
offences involving moral turpitude in relation in correct quantity and quality if
to the business dealings. pending items do not affect working or
use of supplied items.
iii) No further supplies are to be
accepted except that required to make
the already supplied items work.
iv) In case of turnkey projects, If the
material is commissioned and is usable
without any degradation of
performance, then settle bills for the
acceptable equipment/ material (or its
part).
v) In case of turnkey projects, If the
material is inducted in network & it is
not possible to return it and/ or material
is acceptable with degraded
performance, the purchaser may
determine the price for degraded
equipment (Financial penalty = Price –
price determined for degraded
equipment) himself and/ or through a
571
 committee.
Undertake recovery of financial penalty
from outstanding dues of vendor
including PG/ SD.

10 If the vendor does not return/ refuses to i) Take action to appoint Arbitrator to
return BSNL’s dues: adjudicate the dispute.

a) inspite of order of Arbitrator. i) Termination of contract, if any.

ii) Banning of business for 3 years which
implies barring further dealing with the
vendor for procurement of Goods &
Services including participation in future
tenders invited by BSNL from date of
issue of banning order or till the date by
which vendor clears the BSNL’s dues,
whichever is later.

iii) Take legal recourse i.e. filing

recovery suite in appropriate court.

b) inspite of Court Orders. i) Termination of contract, if any.

ii) Banning of business for 3 years
which implies barring further dealing
with the vendor for procurement of
Goods & Services including participation
in future tenders invited by BSNL from
date of issue of banning order or till the
date by which vendor clears the BSNL’s
dues, whichever is later.

11 If the Central Bureau of Investigation/ Take Action as per the directions of CBI
Independent External Monitor (IEM) / or concerned department.
Income Tax/Goods and Services Tax /
Custom Departments recommends such a
course

12 The following cases may also be considered

for Banning of business:

(a) If there is strong justification for

believing that the proprietor, manager, MD,
Director, partner, employee or
representative of the vendor/ supplier has
been guilty of malpractices such as bribery,
corruption, fraud, substitution of tenders,

572
 interpolation, misrepresentation with respect
to the contract in question.

(b) If the vendor/ supplier fails to execute a
contract or fails to execute it satisfactorily
beyond the provisions of Para 4.1 & 4.2.
(c) If the vendor/ supplier fails to submit
required documents/ information, where
required.
i) Banning of business for 3 years
which implies Barring further dealing
with the vendor for procurement of
Goods & Services including participation
in future tenders invited by BSNL for 3
years from date of issue of banning
order.

(d) Any other ground which in the opinion

of BSNL is just and proper to order for
banning of business dealing with a vendor/
supplier.

Note 7: The above penalties will be imposed provided it does not clash with the provision of
the respective tender.

Note 8:-In case of clash between these guidelines & provision of invited tender, the provision
in the respective tender shall prevail over these guidelines.

Note 9: Banning of Business dealing order shall not have any effect on the existing/ ongoing
works/ AMC / CAMC which will continue along with settlement of Bills.

573
 Section 4 Part B
SPECIAL INSTRUCTIONS TO BIDDERS

The Special Instructions to Bidders shall supplement the 'Instructions to

Bidders' and in case of any conflict with those in Section-4 Part A i.e. GENERAL
INSTRUCTIONS TO BIDDERS (GIB), the provisions herein shall prevail.

1. Eligibility Conditions: As per Para 4 of DNIT.

2. Bid Security
2.1 The Bank Guarantee/DD for bid security or Micro & Small Enterprise (MSE)
registration certificate for claiming exemption from submission of bid security, as
prescribed in clauses 12.1 & 12.2 of Section-4 A of the bid document should be
submitted by the bidder in a separate cover. The bank guarantee/DD so submitted
shall be as per the format given in Section 7(A) on prescribed judicial paper with
stamps of proper value and should contain full address of the issuing branch of the
bank with its telephone number and FAX number and email address.

3. Distribution of Quantity

3.1 The quantity envisaged in the tender document shall be allotted L1 Bidder only.

4. Tender Evaluation

4.1 The evaluation methodology is as per Section- 4 Part A clause-21 & 22 of the Tender
Document. Further, the Bid shall be evaluated as a package quoted by the Bidders
for various equipments, services, AMC cost etc.

4.2 The price of various components detailed in the SoR shall be evaluated. All those
items which respective Bidders consider essential for commissioning of the project
and have not been indicated in SOR items shall be quoted by the bidder under the
heading “any other item” in the price schedule. It is the responsibility of Bidder to
indicate the quantities to be ordered for the project execution and it shall also form
part of evaluation of total package.

4.3 Evaluation of the cost of AMC:

i. The bidder shall quote Comprehensive AMC Charges for each year in the price bid.

ii. The minimum amount of yearly AMC charges which shall be taken for evaluation
purpose shall be 7% of equipment cost (Hardware &related software and applications
)excluding input tax credit under GST i.e. net cost to BSNL. However, AMC ordering
price will be arrived as per the actual quoted rates.

iii. AMC charges shall be considered in evaluation of price bid, by applying a discounted
rate of 12% per year to arrive at the NPV (Net Present Value).

iv. Since the AMC is to be entered at the end of warranty period of two (2) years, the
calculation for NPV of AMC shall be done as follows:

Net Present Value (NPV) of AMC for equipments

574
 = Quoted rates for AMC for 1st year / (1.12)2 + Quoted rates for AMC for 2nd
year / (1.12)3 + Quoted rates for AMC for 3rd year / (1.12)4 + Quoted rates
for AMC for 4th year / (1.12)5 + Quoted rates for AMC for 5th year / (1.12)6 +
Quoted rates for AMC for 6th year / (1.12)7

4.4 Evaluation of Installation and Commissioning –

4.4.1 The minimum amount of Installation & Commission charges which shall be taken for
evaluation purpose shall be 10% of equipment cost (i.e excluding input tax credit
under GST i.e. net cost to BSNL). However ordering price will be arrived as per the
actual quoted rates.

575
 Section 4 Part C
SPECIAL INSTRUCTIONS TO BIDDERS for E-tendering

1. General
1.1 The Special Instructions (for e-Tendering) supplement ‘Instruction to Bidders’, as
given in these Tender Documents. Submission of Online Bids is mandatory for this
Tender.
1.2 E-Tendering is a new methodology for conducting Public Procurement in a secured
manner. Suppliers/ Vendors will be the biggest beneficiaries of this new system of
procurement. For conducting electronic tendering, BSNL has decided to use the
portal (https://www.tcil-india-electronictender.com) of M/s TCIL, a Government of
India Undertaking.
1.3 Benefits to Suppliers are outlined on the Home-page of the portal.
2. Instructions
25.1 Tender Bidding Methodology: – ‘Single Stage Bidding, Two stage opening using –
Two Electronic Envelopes’.
3. Broad outline of activities from Bidders’ prospective:
3.1 Procure a Digital Signing Certificate (DSC)
3.2 Register on Electronic Tendering System® (ETS)
3.3 Create Users and assign roles on ETS
3.4 View Notice Inviting Tender (NIT) on ETS
3.5 Submit Tender fee and NDA offline to BSNL
3.6 Download Official Copy of Tender Documents from ETS
3.7 Attend training on e-tendering to be arranged by BSNL(optional)
3.8 Clarification to Tender Documents on ETS
3.9 Query to BSNL (Optional)
3.10 View response to queries/clarifications posted by BSNL as addenda
3.11 Bid-Submission on ETS
3.12 Attend Public Online Tender Opening Event (TOE) on ETS
3.13 Opening of Technical-Part
3.14 View Post-TOE Clarification posted by BSNL on ETS
3.15 Respond to BSNL’s Post-TOE queries
3.16 Attend Public Online Tender Opening Event (TOE) on ETS
3.17 Opening of Financial-Part (Only for Technical Responsive Bidders)
4. Other Instructions (truncated)
For participating in this Tender online, the following instructions are to be read
carefully. These instructions are supplemented with more detailed guidelines on the
relevant screens of the ETS.

5. Digital Certificates
For integrity of data and authenticity/ non-repudiation of electronic records, and to
be complaint with IT Act 2000, it is necessary for each user to have a Digital

576
 Certificate (DC) also referred to as Digital Signature Certificate (DSC), of Class 2 or
above, issued by a Certifying Authority (CA) licensed by Controller of Certifying
Authorities (CCA) [refer http://www.cca.gov.in].

6. Registration
To use the ElectronicTender® portal (https://www.tcil-india-electronictender.com)
vendors need to register on the portal. Registration of each organization is to be
done by one of its senior persons who will be the main person coordinating for the
e-tendering activities. In ETS terminology, this person will be referred to as the
Super User (SU) of that organization. For further details, please visit the
website/portal, and click on the ‘Supplier Organization’ link under ‘Registration’ (on
the Home Page), and follow further instructions as given on the web site. Pay
Annual Registration Fee as applicable.

[Note: After successful submission of Registration details and Annual Registration Fee (Rs
6000/- plus service tax as applicable, payable etc TCIL), please contact TCIL
Helpdesk (as given below), to get your registration accepted/activated].

TCIL Helpdesk

Telephone (011) 26241790 (Multiple Lines)

[between 9:30 hrs to 18:00 hrs on working days]

Emergency Mobile Nos. 98683 93717 / 98683 93775 / 98683 93792

E-mail ID ets_support@tcil-india.com

7. Some Bidding related Information for this Tender (Sealed Bid)

(a) Procurement of Official Copy of Tender Document/ addendum

After the process of registration on ETS portal, , those Bidders who have already
procured Tender document offline from MM Cell, BSNL C.O, New Delhi or have
downloaded it from BSNL website, would download the official copy of the same
Tender Document/ addendum online from the e-tendering portal.

(b) Online Submission of Bids

The entire bid-submission would be online on ETS. Broad outline of submissions

are as follows:

i) Submission of information about Bid Security/ Earnest Money Deposit (EMD)

being submitted ‘offline’ on or before the date & time of submission of bids.

ii) Submission of digitally signed copy of Tender Documents/ Addenda

(c) Submission of Two Electronic Envelopes

i) Technical-Part
 ElectronicForms-Mandatory
 Main-Bid-Mandatory

577
  Bid-Annexures (Optional)
ii) Financial-Part
 ElectronicForms-Mandatory
 Main-Bid-Mandatory
 Bid-Annexures (Optional)
(Financial price schedule should be uploaded as Main Bid in this part and it should not be
uploaded again in the Bid annexures. If a bidder does so then price schedule as per ‘Main
Bid’ only, shall be taken into consideration during financial evaluation.

NOTE:Bidder must ensure that after above submissions & all other functional steps
of the ETS portal the status of bid submission must become – “Complete”. It should
be noted that only when ‘Status pertaining overall bid submission’ becomes
‘Complete’ then only the bid of a bidder appears in the Electronic Tender Box on ETS
portal and can be opened by tender opening committee of BSNL. Even if a bidder
submits some parts (as per ETS portal) of the online bid are submitted these will not
be transferred to Electronic tender Box until all the steps are completed and ‘Status
pertaining overall bid submission’ becomes ‘Complete’. After status pertaining
‘Status pertaining overall bid submission’ becomes ‘Complete’ may generate a
receipt for ‘Confirmation of final bid submission’ on ETS portal.

Bidders should refer to User Manual for SO (Supplier Organization) in USER

GUIDANCE link of ETS portal and follow all Do’s and Don’ts and other essential
settings & guidelines.
Bidders must ensure that all documents uploaded on e-tender portal as files or
zipped folders, contain valid files and are not corrupt or damaged due to any
processing at bidder PC system like zipping etc. It shall be the responsibility of
bidder himself for proper extractability of uploaded zipped files. Any error/ virus
creeping into files/folder from client end PC system cannot be monitored by e-tender
software/ server and will be bidder’s responsibility only.
In case the files are non-extractable or illegible otherwise, then the bidder’s
authorized representative shall be given one chance by Tender Opening Committee
to open & demonstrate the contents of bid data downloaded from the e-tender portal
in his presence.

If, even after above chance, the bidder is unable to open & demonstrate the
contents of bid data downloaded from the e-tender portal in his presence then no
fresh bid in any form, soft or hard copies, shall be accepted by tendering authority
and his bid shall be summarily rejected and treated as non-responsive.

8. Offline Submissions:
The Bidder is requested to submit the original documents as per clause 4 of section
2 offline to DM (MMT), BSNL Corporate Office, 2nd Floor, Bharat Sanchar Bhawan,
Janpath, New Delhi – 110001 on or before the Bid Closing Date specified in
covering letter of this Tender Document, in a sealed envelope. The envelope shall
bear (the Tender/Project name), the tender number and the words ‘DO NOT OPEN
BEFORE’ (due date & time).

Note: The Bidder has to upload the Scanned copy of all the original documents
referred in Clause 4 of Section 2 as Bid-Annexure during Online Bid-Submission
except Pass-phrases for technical & financial bid parts in separate sealed
envelopes.

578
9. Special Note on Security of Bids
9.1 Security related functionality has been rigorously implemented in ETS in a multi-
dimensional manner. Starting with 'Acceptance of Registration by the Service
Provider', provision for security has been made at various stages in Electronic
Tender's software. Specifically for Bid Submission, some security related aspects
are outlined below.
9.2 As part of the Electronic Encrypter™ functionality, the contents of both the
‘Electronic Forms’ and the ‘Main-Bid’ are securely encrypted using a Pass-Phrase
created by the Bidder himself. Unlike a ‘password’, a Pass-Phrase can be a multi-
word sentence with spaces between words (eg I love this World). A Pass-Phrase is
easier to remember, and more difficult to break. It is recommended that a separate
Pass-Phrase be created for each Bid-Part. This method of bid-encryption does not
have the security and data-integrity related vulnerabilities which are inherent in e-
tendering systems which use Public-Key of the specified officer of a Buyer
organization for bid-encryption. Bid-encryption in ETS is such that the Bids cannot
be decrypted before the Public Online Tender Opening Event (TOE), even if there is
connivance between the concerned tender-opening officers of the Buyer
organization and the personnel of e-tendering service provider.
9.3 Typically, ‘Pass-Phrase’ of the Bid-Part to be opened during a particular Public
Online Tender Opening Event (TOE) is furnished online by each Bidder during the
TOE itself, when demanded by the concerned Tender Opening Officer.
9.4 It is important for the bidder to keep a safe record of his Pass-phrases. It is the
RESPONSIBILITY of the bidder to provide the CORRECT PASS-PHRASE for
decrypting his bid part. In case the bidder is unable to provide the correct pass-
phrase during the TOE, it will not be possible to open his bid and as his bid will be
REJECTED (i.e. Archived Un-opened). Before rejection in such a situation, the
bidder will be given opportunity to himself enter the pass-phrase from his own
office or from BSNL’s office if his representative is physically present there.
9.5 There is an additional protection with SSL Encryption during transit from the client-
end computer of a Supplier organization to the e-tendering server/ portal.
10. Public Online Tender Opening Event (TOE)
10.1 ETS offers a unique facility for ‘Public Online Tender Opening Event (TOE)’. Tender
Opening Officers as well as authorized representatives of Bidders can attend the
Public Online Tender Opening Event (TOE) from the comfort of their offices.
Alternatively, duly authorized representatives of Bidders (i.e. Supplier
organization) are requested to carry a Laptop with Wireless Internet Connectivity,
if they wish to come to BSNL office for the Public Online TOE.
10.2 Every legal requirement for a transparent and secure ‘Public Online Tender Opening
Event (TOE)’ has been implemented on ETS.
10.3 As soon as a Bid is decrypted with the corresponding ‘Pass-Phrase’ as submitted
online by the Bidder himself (during the TOE itself), salient points of the Bids are
simultaneously made available for downloading by all prospective Bidders. The
tedium of taking notes during a manual ‘Tender Opening Event’ is therefore
replaced with this superior and convenient form of ‘Public Online Tender Opening
Event (TOE)’.
10.4 ETS has a unique facility of ‘Online Comparison Chart’ which is dynamically updated
as each online bid is opened. The format of the chart is based on inputs provided
by the Buyer for each Tender. The information in the Comparison Chart is based on
the data submitted by the Bidders. A detailed Technical and/ or Financial
Comparison Chart enhances Transparency. Detailed instructions are given on
relevant screens.
10.5 ETS has a unique facility of a detailed report titled ‘Minutes of Online Tender
Opening Event (TOE)’ covering all important activities of ‘Online Tender Opening

579
 Event (TOE)’. This is available to all prospective Bidders for ‘Viewing/
Downloading’.
10.6 There are many more facilities and features on ETS. For a particular tender, the
screens viewed by a Supplier will depend upon the options selected/programmed
by the Purchaser for the relevant tender.
IMPORTANT NOTE: In case of internet related problem at a bidder’s end,
especially during ‘critical events’ such as – a short period before bid-submission
deadline, during online public tender opening event, during e-auction, it is the
bidder’s responsibility to have backup internet connections. In case there is a
problem at the e-procurement/ e-auction service-provider’s end (in the server,
leased line, etc) due to which all the bidders face a problem during critical events,
and this is brought to the notice of BSNL by the bidders in time, then BSNL will
promptly re-schedule the affected event(s).

11. Other Instructions

11.1 For further instructions, the vendor should visit the home-page of the portal
(https://www.tcil-india-electronictender.com) and go to the User-Guidance Center
11.2 The help information provided through ‘ETS User-Guidance Center’ is available in
three categories – Users intending to Register / First-Time Users, Logged-in users
of Buyer organizations, and Logged-in users of Supplier organizations. Various
links are provided under each of the three categories.
11.3 It is strongly recommended that all authorized users of Supplier organizations
should thoroughly peruse the information provided under the relevant links, and
take appropriate action. This will prevent hiccups, and minimize teething problems
during the use of ETS.
11.4 The following ‘FOUR KEY INSTRUCTIONS for BIDDERS’ must be assiduously
adhered to:
(a) Obtain individual Digital Signing Certificate (DSC or DC) well in advance
of your first tender submission deadline on ETS
(b) Register your organization on ETS well in advance of your first tender
submission deadline on ETS.
(c) Get your organization’s concerned executives trained on ETS well in
advance of your first tender submission deadline on ETS
(d) Submit your Bids well in advance of tender submission deadline on ETS
(There could be last minute problems due to internet timeout,
breakdown, et al).
(e) While the first three instructions mentioned above are especially relevant
to first-time users of ETS, the fourth instruction is relevant at all times.
12. Minimum Requirements at Bidders end
12.1 Computer System with good configuration (Min PIV, 1 GB RAM, Windows XP)
12.2 Broadband connectivity
12.3 Microsoft Internet Explorer 6.0 or above
12.4 Digital Certificate(s)
13. Training Program
13.1 One day training (10:00 to 17:00) would be provided as per the following table.
Training is optional but is advisable for first time users .
13.2 The prospective Bidders are requested to carry a Laptop and Wireless Connectivity
to Internet.
580
Scheduled Date Date of uploading of Tender document + 7 days

Venue BSNL Corporate Office,

Bharat Sanchar Bhawan,

Janpath, New Delhi – 110001

Training Charges Rs. 2,500/-

(Per Participant) (plus GST as applicable)

14. In case there is any discrepancy between information entered in the electronic form
and that as per the document uploaded on e-tender portal, then information as per
uploaded documents shall prevail over the information filled in the electronic form.

581
 SECTION- 5 Part A

GENERAL (COMMERCIAL) CONDITIONS OF CONTRACT (GCC)

1. General Conditions of Contract:

The General Conditions of Contracts provide the terms and conditions applicable to
the Supplier for the supply of Goods and the provision of Services.

2. STANDARDS
The Goods and Services supplied under the Contract shall conform to the standards
prescribed in the Technical Specifications mentioned in Section-3 Part B.

3. PATENT RIGHTS
The Supplier shall indemnify the Purchaser against all third-party claims of
infringement of patent, trademark or industrial design rights arising from use of the
Goods and/or Services or any part thereof in Indian Telecom Network.

4. PERFORMANCE SECURITY

4.1 All suppliers (including MSEs who are registered with the designated MSME bodies,
like National Small Scale Industries Corporation etc. shall furnish performance
security to the purchaser as per clause 27.2 of section 4 Part A within 14 days from
the date of issue of Advance Purchase Order by the Purchaser.

4.2 The proceeds of the performance security shall be payable to the Purchaser as
compensation for any loss resulting from the supplier's failure to complete its
obligations under the contract.

4.3 The performance security Bond shall be in the form of Bank Guarantee issued by a
scheduled Bank and in the proforma provided in 'Section 7(B) of this Bid
Document.

4.4 The performance security Bond will be discharged by the Purchaser after
completion of the supplier's performance obligations including any warranty
obligations under the contract.

5. INSPECTION AND TESTS

5.1 The Purchaser or its representative shall have the right to inspect and test the
goods as per prescribed test schedules for their conformity to the specifications.
Where the Purchaser decides to conduct such tests on the premises of the supplier
or its subcontractor(s), all reasonable facilities and assistance like Testing
instruments and other test gadgets including access to drawings and production
data shall be furnished to the inspectors at no charge to the purchaser.

5.2 Should any inspected or tested goods fail to conform to the specifications the
purchaser may reject them and the supplier shall either replace the rejected goods
or make all alterations necessary to meet Specification / requirements free of cost
to the purchaser.

5.3 Notwithstanding the pre-supply tests and inspections prescribed in clause 5.1 & 5.2
above, the equipment and accessories on receipt in the Purchaser's premises will
also be tested during and after installation before "take over" and if any equipment
or part thereof is found defective, the same shall be replaced free of all cost to the
purchaser as laid down in clause 5.4 below.

582
5.4 If any equipment or any part thereof, before it is taken over under clause 5.5, is
found defective or fails to fulfill the requirements of the contract, the inspector shall
give the Supplier notice setting forth details of such defects or failure and the
supplier shall make the defective equipment good, or alter the same to make it
comply with the requirements of the contract forthwith and in any case within a
period not exceeding three months of the initial report. These replacements shall
be made by the supplier free of all charges at site. Should it fail to do so within this
time, the purchaser reserves the discretion to reject and replace at the cost of the
supplier the whole or any portion of equipment as the case may be, which is
defective or fails to fulfill the requirement of the contract. The cost of any such
replacement made by the purchaser shall be deducted from the amount payable to
the supplier.

5.5 When the performance tests called for have been successfully carried out, the
inspector / ultimate consignee will forthwith issue a Taking Over Certificate. The
inspector /ultimate consignee shall not delay the issue of any "taking Over
Certificate" contemplated by this clause on account of minor defects in the
equipment which do not materially affect the commercial use thereof provided that
the supplier shall undertake to make good the same in a time period not exceeding
six months. The Taking Over Certificate shall be issued by the ultimate consignee
within six weeks of successful completion of tests. In this case, BCPC (Bills Copy
Payable Challan) shall be equivalent to "Taking Over Certificate", issuance of which
shall certify receipt of goods in safe and sound condition. However, they shall not
discharge the supplier of their warranty obligation. BCPC in respect of last
consignment against the purchase order will be equivalent to "Taking Over
Certificate".

5.6 Nothing in clause 5 shall in any way release the Supplier from any warranty or
other obligations under this contract.

6. DELIVERY AND DOCUMENTS

6.1 Delivery of the goods and documents shall be made by the supplier in accordance
with the terms specified by the purchaser in its schedule of requirements and
special conditions of contracts, and the goods shall remain at the risk of the
supplier until delivery has been completed. The delivery of the equipment shall be
to the ultimate consignee as given in the purchase order.

6.2 The delivery of the goods and documents shall be completed within time frame
stated in Section-2 (Tender information).

6.3 All Technical assistance for installation, commissioning and monitoring of the
equipment shall be provided by the Supplier at no extra cost during laboratory
evaluation, validation/ type approval and field trial, if any.

6.4 The extension of delivery period against the purchase order, if any, should be
granted subject to the condition that BSNL shall have the absolute right to revise
the price(s) and also to levy penalty for the delayed supplies.

7. TRAINING

7.1 The bidder shall provide training for installation and maintenance staff of the
purchaser free of cost where required.

7.2 The bidder shall specify in its bid, the quantum of proposed
training, pre-training qualifications required of the trainees and duration of the
proposed training.

7.3 The bidder shall provide all training material and documents.
583
7.4 Conduct of training of the purchaser's personnel shall be at the suppliers' plant
and/or on-site in assembly start-up operation, maintenance and/or repair of the
supplied goods.

8. INCIDENTAL SERVICES

The Supplier may be required to provide any or all of the following Services:

a. Performance or supervision of on-site assembly and/or start-up of the

supplied goods:
b. Furnishing of tools required for assembly and/or maintenance of supplied
goods:
c. Performance of supervision or maintenance and/or repair of the supplied
goods, for a period of time agreed by the parties that this service shall not
relieve the Supplier of any Warranty obligations under this Contract

9. SPARES

9.1 The supplier shall be required to provide a list of the following material and
notifications pertaining to spare parts manufactured or distributed by the supplier
of spares including cost and quantity considered for arriving at the price of spares
in Section 4 Part A clause 9.
(a) Such spare parts as the purchaser may elect to purchase from the supplier
provided that such purchase shall not relieve the supplier of any warranty
obligation under the contract.
(b) In the event of termination of production of the spare parts, the supplier
shall:
(i) give advance notification to the purchaser pending termination (not
less than 2 years), in sufficient time to enable the purchaser to
procure life time spare; and
(ii) Following such advance intimation of termination, furnish at no cost to
the purchaser, the blue prints, drawings and specifications of spare
parts, if and when requested.

10. WARRANTY

10.1 The supplier shall warrant that the stores to be supplied shall be new and free from
all defects and faults in materials used, workmanship and manufacture and shall be
of the highest grade and consistent with the established and generally accepted
standards for materials of the type ordered and shall perform in full conformity
with the specifications and drawings. The supplier shall be responsible for any
defect that may develop under the conditions provided by the contract and under
proper use, arising from faulty material, design or workmanship such as corrosion
of the equipment, inadequate quantity of material to meet equipment
requirements, inadequate contact protection, deficiencies in circuit design and/ or
otherwise and shall remedy such defects at its own cost when called upon to do so
by the Purchaser who shall state in writing in what respect the stores are faulty.
This warranty shall survive inspection or payment for/ and acceptance of goods,
but shall expire (except in respect of complaints notified prior to such date) twelve
months after the stores have been taken over under clause 5.5 above.

10.2 If it becomes necessary for the Supplier to replace or renew any defective
portion(s) of the equipment under this clause, the provisions of the clause 10.1
shall apply to the portion(s) of the equipment so replaced or renewed or until the
end of the above mentioned period of twelve months, whichever may be later. If
any defect is not remedied by the supplier within a reasonable time, the Purchaser
may proceed to get the defects remedied from other supplier etc., at the supplier's

584
 risk and expenses, but without prejudice to any other rights which the purchaser
may have against the supplier in respect of such defects.

10.3 Replacement under warranty clause shall be made by the supplier free of all
charges at site including freight, insurance and other incidental charges.

11. PAYMENT TERMS

11.1 Payment of specified percentage of the price as stated in clause 5 of Section -2
(Tender Information) shall be made on receipt of goods by consignee. For claiming
this payment the following documents are to be submitted to the paying authority.

a) Invoice clearly indicating break up details of composite price i.e. Basic, Goods and
Services Tax (GST), any other Duties and Taxes, Freight/Packing Charges, etc.
b) Acknowledged Delivery Challan in original.
c) Inspection Certificate of QA (Payable copy in original), if applicable
d) The sea freight receipt as per the rates approved by the Ministry of Water and
Surface Transport, if applicable.
e) E-way bill as prescribed in the GST law in case of movement of goods
f) Proof of payment of GST, if applicable.
g) Timely uploading of correct and necessary information on GSTN portal is
mandatory as prescribed in GST compliances.

Note :- 1) If the supplier fails to furnish necessary supporting documents i.e.

GST invoice / Customs invoices etc. and also fails to upload the
information on GSTN in respect of the Duties/taxes for which input tax
credit is available, the amount pertaining to such Duties/Taxes will be
deducted from the payment due to the supplier.
2) Tax amount will be paid to the supplier only after supplier declares the
details of the invoices in its return in GSTR 1 and GSTR-3 uploaded by the
supplier and the same is reflected in GSTR-2A of BSNL on GSTN portal.
3) TDS/ TCS shall be deducted at the prescribed rate, if any (as the case
may be).
4) BSNL can adjust/ forfeit Bank Guarantee obtained from the supplier
against any loss of input tax credit to BSNL on account of supplier's
default.
5) In case BSNL has to pay GST on reverse charge basis, the supplier would
not charge GST on its invoices. Further, the supplier undertakes to
comply with the provisions of GST law as may be applicable.

11.2 The balance payment shall be made within a period of 6 months from invoice date to
ensure availability of input tax credit (ITC) & subject to condition that there are no
damage/shortages. In those cases where such shortages/damages are intimated to
the supplier in writing, the balance payment shall be released only after the cases
are settled in accordance with the provision of the P.O.
Further, in case of any dispute on the payment to be made to the supplier, the same
shall be settled on or before the month of September following the end of financial
year to which the invoice pertains.
Additionally, in case the dispute is not settled due to any act of the supplier and
input credit on the said invoice is lost by BSNL, the same shall be recovered from the
supplier.
11.3 Necessary declaration, statutory forms (if any) shall be provided by BSNL to avail
concessional rate of tax wherever applicable on the request of the bidder as and
when asked for.
11.4 No payment will be made for goods rejected at the site on testing.
11.5 The bidder has to give the mandate for receiving payment costing Rs.5 lakhs and
above electronically and the charges, if any, levied by bank has to be borne by the
585
 bidder/ contractor/supplier. The bidder company is required to give the following
information for this purpose:-
(a) Beneficiary Bank Name:
(b) Beneficiary branch Name:
(c) IFSC code of beneficiary Branch:
(d) Beneficiary account No.:
(e) Branch Serial No. (MICR No.):

12. PRICES

12.1 Prices charged by the supplier for goods delivered and services performed under
the contract shall not be higher than the prices quoted by the Supplier in its Bid
except for variation caused by change in taxes/ duties as specified in Clause-12.2
mentioned below.

12.2 For changes in taxes/ duties during the scheduled delivery period, the unit price
shall be regulated as under:
(a) Prices will be fixed at the time of issue of purchase order as per taxes and
statutory duties applicable at that time
(b) In case of reduction of taxes and other statutory duties during the scheduled
delivery period, purchaser shall take the benefit of decrease in these taxes/
duties for the supplies made from the date of enactment of revised duties/taxes.
(c) In case of increase in duties/taxes during the scheduled delivery period, the
purchaser shall revise the prices as per new duties/ taxes for the supplies, to be
made during the remaining delivery period as per terms and conditions of the
purchase order.

12.3 Any increase in taxes and other statutory duties/ levies, after the expiry of the
delivery date shall be to the supplier's account. However, benefit of any decrease
in these taxes/duties shall be passed on to the Purchaser by the supplier. The total
price is to be adjusted (by reducing the basic price) with increased duties and taxes
as per price mentioned in PO.

13. CHANGES IN PURCHASE ORDERS

13.1 The Purchaser may, at any time, by a written order given to a Supplier, make
changes within the general scope of the Contract in any one or more of the
following:
(a) Drawings, designs or specifications, where goods to be supplied under the
Contract are to be specifically manufactured for the Purchaser;
(b) the method of transportation or packing;
(c) the place of delivery; or
(d) The services to be provided by the Supplier.

13.2 If any such change causes an increase or decrease in the cost and quantity of, or
the time required for the execution of the Contract an equitable adjustment shall
be made in the Contract Price or delivery schedule, or both, and the Contract shall
accordingly be amended. Any proposal by the Supplier for adjustment under this
clause must be made within thirty days from the date of the receipt of the change
in order.

14. SUBCONTRACTS

586
 The Supplier shall notify the Purchaser in writing of all subcontracts awarded under
this Contract if not already specified in his Bid. Such notification, in his original bid
or later shall not relieve the Supplier from any liability or obligation under the
Contract.

15. DELAYS IN THE SUPPLIER’S PERFORMANCE

15.1 Delivery of the Goods and performance of the services shall be made by the
Supplier in accordance with the time schedule specified by the purchaser in its
purchase order. In case the supply is not completed in the stipulated delivery
period, as indicated in the Purchase Order, purchaser reserves the right to short-
close/ cancel this purchase order and/ or recover liquidated damage charges. The
cancellation/ short-closing of the order shall be at the risk and responsibility of the
supplier and purchaser reserves the right to purchase balance unsupplied item at
the risk and cost of the defaulting vendors.

15.2 Delay by the Supplier in the performance of its delivery obligations shall render the
Supplier liable to any or all of the following sanctions:
(a) forfeiture of its performance security,
(b) imposition of liquidated damages, and/ or
(c) Short closure of the contract in part or full and/ or termination of the contract
for default.

15.3 If at any time during the performance of the contract, the supplier encounters
condition impending timely delivery of the goods and performance of service, the
supplier shall:
(a) Promptly notify to the Purchaser in writing the fact of the delay, its likely
duration and its cause(s). As soon as practicable after receipt of the supplier's
notice, the purchaser shall evaluate the situation and may at its discretion
extend the period for performance of the contract (by not more than 20
weeks or as per provisions of clause 16.2 Section 5 Part A as per provision
given below :
(b) The vendor has to submit their request for extension along with the
undertaking as per clause 24 Section 5 Part A (Fall Clause) and a copy of QA
inspection certificate at least two weeks before the expiry of delivery period.
The vendor shall also submit unconditional acceptance of the conditions for
delivery period extension i.e. applicability of liquidated damages, prices to be
provisional and to be regulated as per clauses 12.3 and 24 of section 5 Part A
and submission of additional BG, wherever applicable. The decision regarding
extension shall be communicated within two weeks of the receipt of request
and after receipt of the unconditional acceptance and the undertaking
mentioned above.
(c) In case extension is being granted beyond 20 weeks then the vendor shall
submit additional BG while seeking extension. For piecemeal items the
amount of additional BG shall be 5% of the value of balance quantity of items
to be supplied for which extension in delivery period has been sought. In case
of infrastructure/turnkey projects other than as stated above, 1% of the total
project value shall be the value for additional BG. The additional BG shall be
valid for six months beyond extension of delivery period sought and shall be
discharged after the full ordered quantity has been supplied to the ultimate
consignee within the last extended delivery period on submission of
inspection certificate from QA and consignee receipt without prejudice to the
other remedies available to the purchaser.
(d) If the vendor fails to deliver the full ordered quantity even during extended
delivery period then the PO shall be short-closed and the Performance Bank
587
 Guarantee as well as additional BG shall be forfeited.
(e) Format of (i) letters conveying conditions of DP extension and (ii) DP
extension letter are at Section 7 (D)&(E).

15.4 If the supplies are not completed in the extended delivery period, the purchase
order shall be short-closed and both the Performance securities shall be forfeited.

16. LIQUIDATED DAMAGES

16.1 The date of delivery of the stores stipulated in the acceptance of the tender should
be deemed to be the essence of the contract and delivery must be completed not
later than the dates specified therein. Extension will not be given except in
exceptional circumstances. Should, however, deliveries be made after expiry of the
contracted delivery period, without prior concurrence of the purchaser and be
accepted by the consignee, such delivery will not deprive the purchaser of its right
to recover liquidated damage under clause 16.2 below. However, when supply is
made within 21 days of the contracted original delivery period, the consignee may
accept the stores and in such cases the provision of clause 16.2 will not apply.
Further, DP extension for this grace period of 21 days shall not be necessary.

16.2 While granting extension of delivery period as per clause 15.3, the liquidated
damages shall be levied as follows:
(a) Should the supplier fails to deliver the store or any consignment thereof within
the period prescribed and agreed for delivery, the purchaser, without prejudice
to other remedies available to the purchaser shall be entitled to recover, as
agreed liquidated damages for breach of contract, a sum equivalent to 0.5% of
the value of the delayed supply and/ or undelivered material/ supply for each
week of delay or part thereof for a period up to 10 (TEN) weeks, and thereafter
at the rate of 0.7% of the value of the delayed supply and/ or undelivered
material/ supply for each week of delay or part thereof for another TEN weeks
of delay.
(b) DP extension beyond 20 weeks would not be generally allowed. The extension
beyond 20 weeks may be decided in most exceptional circumstances on case to
case basis, by the CGM concerned in case of tenders floated by Circles and by
the Functional Director concerned in case tenders floated by Corporate Office,
stating reasons and justifications for grant of extension of delivery period
beyond 20 weeks.
(c) In the case of package supply/ turnkey projects when the delayed portion of
the supply materially hampers installation and commissioning of the systems,
LD charges shall be levied as above on the total value of the concerned
package of the Purchase Order.
(d) Quantum of liquidated damages assessed and levied by the purchaser and
decision of the purchaser thereon shall be final and binding on the supplier,
further the same shall not be challenged by the supplier either before
Arbitration tribunal or before the court. The same shall stand specifically
excluded from the purview of the arbitration clause, as such shall not be
referable to arbitration. However, when supply is made to the ultimate
consignee within 21 days of QA clearance in the extended delivery period and
the goods were dispatched within this delivery period, the consignee may
accept the stores and in such cases the LD shall be levied up to the date of
dispatch after QA clearance only.

(e) The total value of the liquidated damages as per above sub-clauses shall be
limited to a maximum of 12% (Twelve percent) i.e. LD shall be levied up to 20
weeks only as per provision at Para (a).

588
16.3 In cases where the scheduled delivery period is distributed month-wise or is in
instalments, the liquidated damages shall be imposed for delay in each scheduled
month/ instalment. Liquidated damages shall be calculated separately for
quantities to be supplied in every month/ instalment and the corresponding delay.
If the supplier supplies full quantity before the expiry of the scheduled delivery
period of the last month/ instalment but there is delay in month-wise/ instalment-
wise supply, then also liquidated damages shall be levied on the supplies against
the earlier months/ instalments that have been delayed. Twenty (20) weeks for the
purpose of additional BG and grant of DP extension shall be counted from the last
month/ instalment.

16.4 Wherever Clause of grace period of 21 days exists in the Purchase Order as well as
in the Tender document against which the Purchase Order has been released,
applicability of the grace period shall be subject to:
(a) The Store has been offered to ‘QA’ by the Supplier for Inspection/Testing within
the contracted original delivery period.

(b) 'QA’ has cleared the equipment for dispatch within the contracted original
delivery period.

(c) The Supplier has carried out dispatch/ dispatched the equipment with in
contracted original delivery period. For claiming benefit of grace period, the
supplier shall have to satisfy the Paying Authority by furnishing documents of
dispatch confirming that it has actually dispatched the equipment within
contracted original delivery period.

(d) The Store has been received by the ultimate consignee within 21 days of the
expiry of contracted original delivery period.

(e) The grace period of 21 days shall be allowed only in those cases which fulfill all
the conditions given in Para (a) to (d) above. During grace period no LD
charges shall be levied.

16.5 GST (if applicable) on account of liquidated damages due to delay in supply of
goods would be borne by supplier.

17. FORCE MAJEURE

17.1 If, at any time, during the continuance of this contract, the performance in whole
or in part by either party of any obligation under this contract is prevented or
delayed by reasons of any war or hostility, acts of the public enemy, civil
commotion, sabotage , fires, floods, explosions, epidemics, quarantine restrictions,
strikes, lockouts or act of God (hereinafter referred to as events) provided notice of
happenings of any such eventuality is given by either party to the other within 21
days from the date of occurrence thereof, neither party shall by reason of such
event be entitled to terminate this contract nor shall either party have any claim
for damages against other in respect of such non-performance or delay in
performance, and deliveries under the contract shall be resumed as soon as
practicable after such an event come to an end or cease to exist, and the decision
of the Purchaser as to whether the deliveries have been so resumed or not shall be
final and conclusive. Further that if the performance in whole or part of any
obligation under this contract is prevented or delayed by reasons of any such event
for a period exceeding 60 days, either party may, at its option, terminate the
contract.

589
 17.2 Provided, also that if the contract is terminated under this clause, the Purchaser
shall be at liberty to take over from the Supplier at a price to be fixed by the
purchaser, which shall be final, all unused, undamaged and acceptable materials,
bought out components and stores in course of manufacture which may be in
possession of the Supplier at the time of such termination or such portion thereof
as the purchaser may deem fit, except such materials, bought out components and
stores as the Supplier may with the concurrence of the purchaser elect to retain.

18. ACTION BY PURCHASER AGAINST BIDDER(S)/ VENDOR(S) IN CASE OF

DEFAULT.
18.1 In case of default by Bidder(s)/ Vendor(s) such as
(a) Failure to deliver and/ or commission any or all of the goods within the
Time period(s) specified in the contract, or any extension thereof granted by
the purchaser pursuant to clause 15 of this section;
(b) Failure to perform any other obligation(s) under the Contract; and
(c) Equipment does not perform satisfactory in the field in accordance with the
specifications;
(d) Or any other default whose complete list is enclosed in Appendix-1 of
Section-4, Part-A;
Purchaser will take action as specified in Appendix-1 of Section 4 Part A.

19. TAX INDEMNITY CLAUSE: BSNL has the right to recover Input Tax Credit loss
suffered by it due to any miss-declaration on invoice by the supplier

20. ARBITRATION
20.1 Arbitration (Applicable in case of supply orders/Contracts with firms,
other than Public Sector Enterprise) (Not applicable in cases valuing less than
Rs. 5 lakhs)

20.1.1 Except as otherwise provided elsewhere in the contract, if any dispute, difference,
question or disagreement arises between the parties hereto or their respective
representatives or assignees, in connection with construction, meaning, operation,
effect, interpretation of the contract or breach thereof which parties unable to
settle mutually, the same shall be referred to Arbitration as provided hereunder:

(1) A party wishing to commence arbitration proceeding shall revoke Arbitration

Clause by giving 60 days’ notice to the designated officer of the other party.
The notice invoking arbitration shall specify all the points of disputes with
details of the amount claimed to be referred to arbitration at the time of
invocation of arbitration and not thereafter. If the claim is in foreign currency,
the claimant shall indicate its value in Indian Rupee for the purpose of
constitution of the arbitral tribunal.

(2) The number of the arbitrators and the appointing authority will be as under:

Claim amount (excluding Number of Appointing Authority

claim for counter claim, if arbitrator
any)
Above Rs. 5 lakhs to Rs. 5 Sole Arbitrator to BSNL
crores be appointed from (Note: BSNL will forward a list containing
a panel of names of three empanelled arbitrators to
arbitrators of the other party for selecting one from the
BSNL. list who will be appointed as sole
arbitrator by BSNL)

590
Above Rs. 5 crores 3 Arbitrators One arbitrator by each party and the 3rd
arbitrator, who shall be the presiding
arbitrator, by the two arbitrators. BSNL
will appoint its arbitrator from its panel.

(3) Neither party shall appoint its serving employee as arbitrator.

(4) If any of the Arbitrators so appointed dies, resigns, becomes incapacitated or

withdraws for any reason from the proceedings, it shall be lawful for the
concerned party/arbitrators to appoint another person in his place in the same
manner as aforesaid. Such person shall proceed with the reference from the
stage where his predecessor had left it both parties consent for the same;
otherwise, he shall proceed de novo.

(5) Parties agree that neither party shall be entitled for any pre-reference or
pendente-lite interest on its claims. Parties agree that any claim for such
interest made by any party shall be void.

(6) Unless otherwise decided by the parties, Fast Track procedure as prescribed in
Section 29 B of the Arbitration Conciliation Act, 1996 for resolution of all
disputes shall be followed, where the claim amount is upto Rs. 5 crores.

[29B. Fast track procedure –

(1) Notwithstanding anything contained in this Act, the parties to an arbitration
agreement, may, at any stage either before or at the time of appointment of
the arbitral tribunal, agree in writing to have their dispute resolved by fast
track procedure specified in sub-section (3).

(2) The parties to the arbitration agreement, while agreeing for resolution of dispute
by fast track procedure, may agree that the arbitral tribunal shall consist of a
sole arbitrator who shall be chosen by the parties.

(3) The arbitral tribunal shall follow the following procedure while conducting
arbitration proceedings under sub-section (1):-

(a) The arbitral tribunal shall decide the dispute on the basis of written
pleadings, documents and submissions filed by the parties without oral
hearing;
(b) The arbitral tribunal shall have power to call for any further
information or clarification from the parties in addition to the pleadings
and documents filed by them;
(c) An oral hearing may be held only, if, all the parties make a request or
if the arbitral tribunal considers it necessary to have oral hearing for
clarifying certain issues;
(d) The arbitral tribunal may dispense with any technical formalities, if an
oral hearing is held, and adopt such procedure as deemed appropriate
for expeditious disposal of the case.

(4) The award under this section shall be made within a period of six months
from the date the arbitral tribunal enters upon the reference.

(5) If the award is not made within the period specified in sub-section (4), the
provisions of sub- sections (3) to (9) of Section 29 A shall apply to the
proceedings.

(6) The fees payable to the arbitrator and the manner of payment of the fees
shall be such as may be agreed between the arbitrator and the parties.]

591
 (7) The arbitral tribunal shall make and publish the award within time stipulated as
under:

Amount of Claims and Counter Period for making and publishing of the award (counted
Claims from the date the arbitral tribunal enters upon the
reference)

Upto Rs. 5 crores Within 6 months (Fast Track procedure)

Above Rs. 5 crores Within 12 months

However, the above time limit can be extended by the Arbitrator for reasons to
be recorded in writing with the consent of parties and in terms of provisions of
the Act.

(8) In case of arbitral tribunal of 3 arbitrators, each party shall be responsible to

make arrangements for the travel and stay, etc. of the arbitrator appointed by
it. Claimant shall also be responsible for making arrangements for travel/stay
arrangements for the Presiding Arbitrator and the expenses incurred shall be
shared equally by the parties.

In case of sole arbitrator, BSNL shall make all necessary arrangements for his
travel/stay and the expenses incurred shall be shared equally by the parties.

(9) The Arbitration proceeding shall be held at New Delhi or Circle or SSA
Headquarter (as the case may be).

(10) Subject to the aforesaid conditions, provisions of the Arbitration and

Conciliation Act, 1996 and any statutory modifications or re-enactment thereof
shall apply to the arbitration proceedings under this clause.

20.2 Arbitration (Applicable in case of Contracts POs, APOs, Tenders, Eols, etc.
between BSNL and Central/State Government (s) as the case may be in
terms of DPE guidelines for settlement of commercial disputes between
Public Sector Enterprises inter-se and Public Sector Enterprise(s) and
Government Department(s) through Permanent Machinery of Arbitrators
(PMA) in the Department of Public Enterprises).

20.2.1 In the event of any dispute or difference relating to the interpretation and
application of the provisions of the contracts, such dispute or difference shall be
referred by either party for Arbitration to the sole Arbitrator in the Department of
Public Enterprises to be nominated by the Secretary to the Government of India in-
charge of the Department of Public Enterprises. The Arbitration and Conciliation
Act, 1996 shall not be applicable to arbitration under this clause. The award of the
Arbitrator shall be binding upon the parties to the dispute, provided, however, any
party aggrieved by such award may make a further reference for setting aside or
revision of the award to the Law Secretary, Department of Legal Affairs, Ministry of
Law & Justice, Government of India. Upon such reference the dispute shall be
decided by the Law Secretary or the Special Secretary/Additional Secretary, when
so authorized by the Law Secretary, whose decision shall bind the Parties finally
and conclusively. The Parties to the dispute will share equally the cost of
arbitration as intimated by the Arbitrator.

20.2.2 Further, with regard to already signed/existing contracts, existing Arbitration clause
for sole arbitrator can be invoked in case the parties waive, subsequent to disputes
having arisen between them, the applicability of sub-section (5) of section 12 by an
express agreement in writing.

592
20.3 APPLICABLE LAW AND JURSDICTION

(a) The supply order for Goods ‘or’ Services, including all matters connected with
this supply order shall be governed by the Indian law both substantive and
procedural, for the time being in force and shall be subject to the exclusive
jurisdiction of Indian Courts at the place from where the Purchase Order has
been placed.
(b) Foreign companies, operating in India or entering into Joint Ventures in India,
shall have to obey the law of land and there shall be no compromise or excuse
for the ignorance of the Indian legal system in any way.

21. SET OFF

Any sum of money due and payable to the supplier (including security deposit
refundable to him) under this contract may be appropriated by the purchaser or the
BSNL or any other person(s) contracting through the BSNL and set off the same
against any claim of the Purchaser or BSNL or such other person or person(s) for
payment of a sum of money arising out of this contract or under any other contract
made by the supplier with the Purchaser or BSNL or such other person(s)
contracting through the BSNL.
In case of set off of the security deposit against any claim of the purchaser or BSNL or
such other person or person(s) for payment of a sum of money arising out of this
contract or under any other contract made by the supplier with the Purchaser or
BSNL or such other person(s) contracting through the BSNL, the GST on such set off
will be borne by the supplier.
GST would not be liable on security deposit. But if supplier set off the security deposit
against any claim of the purchaser or BSNL or such other person or person(s) for
payment of a sum of money arising out of this contract or under any other contract
made by the supplier with the Purchaser or BSNL or such other person(s) contracting
through the BSNL, then GST would be levied.”

22. INTIMATION OF SUPPLY STATUS

The successful bidder who is given Purchase Order, must give the details of the
supplies made against all the Purchase Orders every month on the first working day
of the following month to MM and the concerned Planning Branches of BSNL.

23. DETAILS OF THE PRODUCT

The bidder should furnish the name of its collaborator (if applicable), brand name,
model number, type of the products and HSN classification under GST and Customs
law offered in this tender. The technical literatures of the products should also be
submitted. No change in either technology or product shall be permitted after
opening of bids.

24. FALL CLAUSE

24.1 The prices once fixed will remain valid during the scheduled delivery period except
for the provisions in clause 12.1 of Section 5 Part A. Further, if at any time during
the contract

(a) It comes to the notice of purchaser regarding reduction of price for the same or
similar equipment/ service;
and /or

593
 (b) The prices received in a new tender for the same or similar equipment/ service
are less than the prices chargeable under the contract.

24.2 The purchaser, for the purpose of delivery period extension, if any, will determine
and intimate the new price, taking into account various related aspects such as
quantity, geographical location etc., and the date of its effect for the balance
quantity/ service to the vendor. In case the vendor does not accept the new price to
be made applicable during the extended delivery period and the date of its effect,
the purchaser shall have the right to terminate the contract without accepting any
further supplies. This termination of the contract shall be at the risk and
responsibility of the supplier and the purchaser reserves the right to purchase the
balance unsupplied quantity/ service at the risk and cost of the defaulting vendor
besides considering the forfeiture of his performance security.

24.3 The vendor while applying for extension of time for delivery of equipment/services, if
any, shall have to provide an undertaking as “We have not reduced the sale price,
and/ or offered to sell the same or similar equipment/ service to any
person/organization including Department of central/state Government or any
central/state PSU at a price lower than the price chargeable under the contract for
scheduled delivery period.”

24.4 In case under taking as in Clause 24.3 is not applicable, the vendor will give the
details of prices, the name(s) of purchaser, quantity etc. to the purchaser, while
applying extension of delivery period.

25. COURT JURISDICTION:

25.1 Any dispute arising out of the tender/bid document/evaluation of bids/issue of APO
shall be subject to jurisdiction of the competent court at the place from where the
NIT/tender has been issued.

25.2 Where a contractor has not agreed to arbitration, the dispute/claims arising out of
the Contract/PO entered with him shall be subject to the jurisdiction of the
Competent Court at the place from where Contract/PO has been issued. Accordingly
,a stipulation shall be made in the contract as under:

“This Contract/PO is subject to jurisdiction of Court at Delhi only”

Note: - Mandatory Licensing requirements with regards to security related concerns issued
by the Government of India from time-to-time shall be strictly followed and
appropriate clauses shall be added in all bid documents. Necessary guidelines in this
regard shall be issued separately.

26. Security Requirements:

1. The Supplier shall enable the Purchaser to comply with Applicable Laws including
but not limited to notifications, circulars etc. issued by Government of India (GoI)
from time to time.
2. The Supplier recognizes and accepts that in order to make, maintain and ensure
Purchaser’s networks compliant with security related instructions and guidelines
issued by the GoI from time to time, complete cooperation and commitment of the
Supplier is necessary. To help and address the business continuity, communication,

594
 security requirements and security management of Purchaser’s network, the
Supplier shall execute an agreement in the form as contained in the Tender
Document before issuance of any APO by the Purchaser, subject to the guidelines
issued by GoI as amended from time to time. It is clarified that the execution of
such agreement shall be a condition to the effectiveness of the Advance Purchase
Order.
26.1 Compliance with Licenses:
The Supplier shall assist and provide support as and when required to the Purchaser
including the providing of information and documents to comply with the provisions of
the Licenses, any amendments made thereto as well as any notifications, circulars,
letters issued by DoT or any other Governmental Authority from time to time specially
in relation to security clearance and lawful interception.
26.2 Non-Compliance :
The Supplier, including their personnel, employees, associates and sub suppliers shall
be solely responsible for complying with the statutes, laws, regulations, subordinate
legislation, administrative orders and instructions issued by relevant Government
Authorities, regarding, but not limited to, environment, industrial relations, security
and taxation, during the performance of their respective obligations under this
Contract. Without limiting the generality of the foregoing, the Supplier shall be
responsible for compliance with the Applicable Laws and similar regulations applicable
to its activities hereunder, at its own cost and expenses. In the event there is a delay
by the Supplier which is solely attributable to Supplier in fulfilling its obligations under
this Contract or any non-compliance or breach of obligations under this Contract by
the Supplier due to which any Governmental Authority imposes sanctions on
Purchaser, which results in financial and other liabilities on the Purchaser, the
Supplier shall be liable to make good such loss immediately which has been suffered
by the Purchaser.

27. GST INVOICE:

27.1 All the details of supplier (name, address, GSTIN/ unregistered supplier, place of
supply, SAC/ HSN code etc.) and other mandatory details shall be mentioned on the
invoice.

27.2 Invoice/Supplementary invoice/Debit Note/Credit Note/Receipt Voucher need to be

issued in compliant format and timely within the time prescribed under GST law.

27.3 In case of any deficient/incomplete/rejected supply, BSNL shall convey the same in
reasonable time to enable the supplier to issue credit note and take tax adjustment.

27.4 It would be the responsibility of the supplier to declare correct information on invoice
and GSTN viz. the amount, the place of supply, rate of tax etc. In case, the eligibility
of input tax credit is questioned or denied to BSNL on account of default by the
supplier, the same would be recovered by BSNL from the supplier.

27.5 Registered location of the both the parties i.e. BSNL and supplier should be
mentioned in the agreement with GSTIN No. Further, supplier should raise invoices
at the registered premise of BSNL for availing of credit and ensure that the place of
supply as per GST law is same as registered premise

595
27.6 BSNL could at any time instruct the supplier to raise its invoices at a particular
location of BSNL

27.7 It is the responsibility of the supplier to ensure that place of supply and the GSTN of
BSNL are in the same state. If for any reason they are not in the same state, the
supplier shall intimate to BSNL and give adequate time before raising of the invoice.

27.8 E-waybill number should be mentioned on the invoices.

27.9 Supplier shall be responsible for timely issuance and delivery of invoice/ DN/ CN to
enable BSNL to claim tax benefit on or before the stipulated time period provided by
the GST law.
a) It is the responsibility of the supplier to ensure that outward supply return (GSTR-
1) would be filed correctly. If not, than cost would be borne by supplier.
b) Reporting of correct outward supply by supplier in the outward return (GSTR-1) is
the responsibility of the supplier. In case of mismatch because of supplier’s fault,
prompt amendments must be made by the supplier else supplier would be
required to indemnify BSNL of the loss of credit due to miss-match. The
compliances to be adhered by supplier includes (but is not limited to) the
following:
i. Uploading appropriate invoice details on the GSTN within the stipulated time;
ii. Issuing GST compliant invoice / CN/ DN. PO issued by BSNL should be referred
by supplier for capturing information on the invoice.
iii. Supplier needs to pay the entire self-assessed tax on timely basis.
iv. Where invoice is not uploaded or incorrect upload of invoice detail of GSTN by
supplier then credit on such invoice will be given provisionally subject to
matching. So, acceptance of changes made by BSNL on GSTN on account of non-
upload or incorrect upload of invoice details on GSTN is to be submitted by
supplier. Such changes w.r.t. the mismatch are required to be accepted by
supplier within the time limit prescribed under the GST law. It should be noted
that in case supplier does not accept such changes within the time limit prescribed
under GST law, the loss of input tax credit (if any) would be recovered from the
supplier. In case of mismatch because of Supplier's fault, prompt amendments
must be made by the supplier else supplier would be required to indemnify BSNL
for the losses of credit and interest paid due to mismatch.
v. Supplier to issue all necessary documentation and perform all necessary
compliances for BSNL to be eligible to claim the input tax credit of GST tax to
them. In case BSNL is unable to claim the input tax credit, the amount w.r.t. GST
charged by the supplier would be recovered from the supplier
vi. A self-declaration along with evidence that the bidder is not blacklisted by GST
authorities. In case supplier gets black listed during the tenure of BSNL contract,
then supplier must indemnify BSNL to ensure that no loss of input tax credit is
borne by BSNL due to default of supplier.

27.10 Refer Appendix-1 to Section 5 Part A for clause stating that all the details of supplier
(name, address, GSTN/ unregistered supplier, place of supply, SAC/ HSN code etc.)
and other mandatory details shall be mentioned on the invoice

27.11 Where the location agreed are more than one state, then separate invoice state wise
to claim input tax credit in a particular state (typically happens in a bill to-ship to
scenario) shall have to be submitted.

27.12 It shall be the responsibility of the supplier to mention State of place of supply of
goods/services in the invoice issued to BSNL
596
Appendix-1 to Section-5 Part-A

Sr. No. Particulars for ‘Input invoice’

1 Name and registered address of the supplier

2 GST registration number of supplier

3 Name of BSNL entity

4 ‘Bill to’ and ‘Ship to’ address of BSNL

5 GST registration number of BSNL

6 Date of Invoice

7 Invoice Number

8 Place of Supply (including state)

9 Type of Tax (CGST,SGST and IGST)

10 Rate of Tax

Value of goods/ service and type/ rate/amount of tax should be

11
separately mentioned

12 Quantity of goods

13 Total value of invoice

14 Description of supply of goods/service

15 HSN Code in case of goods

16 Accounting Code in case of service

17 In case invoice has more than one tax rates, rate of tax and
amount of tax for each supply should be mentioned separately.

Sr. No. Particulars for ‘Receipt Voucher’

1 Name and registered address of the supplier

2 GST registration number of supplier

3 Name of BSNL entity

4 ‘Bill to’ and ‘Ship to’ address of BSNL

5 GST registration number of BSNL

6 Date of document issued

7 Document Number

8 Place of Supply (including state)

597
9 Amount of advance taken

10 Type of Tax (CGST,SGST and IGST)

11 Rate of Tax

12 Quantity of goods

In case invoice has more than one tax rates, rate of tax and
13
amount of tax for each supply should be mentioned separately.

Note: Invoice issued at a later stage against receipt voucher to mention this
document number.

Refund Voucher to be issued against the advances received if no supply is

made and no invoice is raised.

598
 SECTION 5 PART B

Special (Commercial) Conditions of Contract

The Special (Commercial) Conditions of Contract (SCC) shall supplement General
(Commercial) Conditions of Contract (GCC)) as contained in Section 5 Part A and
wherever there is a conflict, the provisions herein shall prevail over those in Section
5 Part A i.e. General (Commercial) Conditions of Contract (GCC).
1. General Requirement from Bidder and OEM
1.1 Bidder shall submit along with the bid, the complete list of OEM partners.
1.2 The bidder shall identify solutions/ technology/ product that have a clear support
road map from respective OEMs for the minimum 10 years w.e.f. date of submission
of the bid and the same shall be submitted in the technical bid.
1.3 Further to safeguard BSNL interest, in case of expiry of OEM support as per OEM
policy during contract period, bidder has to replace such item with equivalent
specifications free of cost during the contract period.

2. Conditions for consortium Bids- In case a bid is being submitted through a

legally bound consortium, then following are also applicable for consortium
bids:
i. Consortium agreement shall have only two members’ i.e lead bidder & OEM
Company as consortium partner.
ii. Consortium agreement as per the format at Section 7(F) and shall be
submitted in the technical bid.
iii. Only lead bidder will interact with BSNL for all obligations/payment.
iv. The bidder is not permitted to be a consortium member under another bidder in
this tender. However consortium partner can participate in multiple bid as
consortium partner.
v. No change in consortium member shall be permitted after the submission of the
bid.
3. Product Qualification criteria

Bidder shall meet the product qualification criteria as per Section-3 Part B-5.

4. Performance Security / Performance Bank Guarantee

4.1. Performance Security / Performance Bank Guarantee for Project delivery:

4.1.1. The Successful Bidder shall submit Performance bank Guarantee (PBG) @ 5% of the
value of the Advance Purchase Order, within 14 days from the date of issue of the
APO. Performance Security shall remain valid for a period of 4 years.
4.1.2. In case a bid is submitted by bidder in consortium, in addition to the Performance
Bank Guarantee of 5% of the value of APO submitted by the lead bidder, each
consortium partner(s) shall have to submit PBG of the amount of 2.50% of the value
of the APO having a validity period of 4 years.
4.2. Performance Security / Performance Bank Guarantee for AMC –
4.2.1. Existing CDR DCs: The selected bidder shall submit separate performance bank
guarantee (PBG) at the time of acceptance of APO for AMC of existing CDR Data
Centers and ERP storage having validity period of one and half years. The Bank
Guarantee will be equivalent to the 5% of the AMC PO value. Back to back OEM
support agreement for Hardware and software is to be submitted by bidder.
4.2.2. New CDR DCs: The successful bidder shall submit performance bank guarantee
(PBG), three months prior to expiry of warranty period for the AMC @ 7% of the
value of hardware & software cost (excluding duties and taxes Cenvatable i.e. net
cost to BSNL) or the quoted average value of the yearly AMC charges, whichever is

599
 higher. The AMC PBG should have validity period of Six and half years. This
Performance bank guarantee for AMC shall be submitted to the BSNL before release
of Performance BG submitted against APO.
4.2.3. In case of AMC for new DC if a bid is submitted by bidder in consortium, in addition
to the Performance Bank Guarantee (PBG) as per Para 4.2.2 above, Amount of
Performance Bank Guarantee for AMC to be submitted by each consortium
partner(s) shall be 50% of the value of AMC PBG submitted by the lead bidder.
5. Support from OEM partners

5.1. The bidder has to provide the back to back support from the OEMs / SSPs
for all the hardwares and softwares and other items for both existing and
new CDR Data Centers and ERP Storage.
5.2. Support Certificate: OEM partners of bidder shall certify support of its
respective products supplied to bidder and BSNL for entire duration of
contract period, as per format in section 7(G) of the tender document.
5.3. Sizing certificate :

i. All individual software applications & hardware shall have to be sized properly to
meet the desired service level/ performance criteria at the full load. In this regard
Bidder shall furnish sizing certificate duly authenticated and signed by respective
OEM (ISV) as per the section 7(H).
ii. The Bidder shall describe the hardware required to perform in accordance with the
dimensioning information provided in the tender document.Bidders shall accordingly
size their solutions to meet the required service level.
5.4. Bidder shall keep the AMC support current from the OEM during the contract period.
In case it is noticed that bidder has not renewed the AMC services from the OEM
then BSNL shall be at liberty to renew the AMC contract directly from the OEM at the
risk and cost of the bidder.
6. Software
6.1. All the software licenses supplied against this Tender Document shall be perpetual (without
any limitation on use by BSNL and its partners) in the name of BSNL. Licensing matrix shall be
indicated for each of the applications.
6.2. Software version of the equipment being supplied shall be latest must be indicated in
the technical bid. Bidders must quote for all necessary licenses to meet out the
tender requirements, along with licensing matrix.
6.3. Certified and licensed copies of the application software required shall be supplied.
Only Freeware software (like Linux & Apache) that is supported by respective OEMs
can be supplied bundled with application /solution. Details shall be submitted along
with the technical bid. Unsupported software with no provision of bug fixing,
upgrades and updates shall not be accepted.
6.4. All the software updates/upgrades and/ or patches required for the system supplied
shall be implemented free of cost at each site during Warranty and AMC period by
the bidder.
6.5. The Supplier shall supply the extent of software license as per requirement and shall
not impose restriction on the use of such license for the operational requirements of
BSNL.
7. Loading:
7.1. In case any item is not quoted by a Bidder mentioned in the SOR of the tender
document or the price of any item is not available in its own bid, then the bid shall
be loaded by the highest price quoted by any of the bidders for that item. The
loaded item shall be supplied at lowest cost quoted by any of the bidder.

600
 7.2. Cases in which the bidder has quoted for less quantity for any of the items than that
indicated in the SoR of the tender document, then the price bid shall be loaded to
the extent of the difference in quantity of the item to meet the full requirement of
the SoR on a pro-rata basis for the purpose of evaluation & ordering.
7.3. No de-loading of the bid is envisaged, if the quoted quantity in the bid is higher than
that requested in the tender for the purpose of evaluation.
7.4. AMC cost shall not be paid for all items supplied free of cost on account of the
loading. The same principle shall be applied for the cost towards services and all
other items
7.5. Offer to the L1 bidder after correcting the arithmetical errors and effecting changein
unit prices due to loading shall not tantamount to counter offer. If not accepted by
the bidder, then he/ she shall be liable to be barred from participating in future
tenders/ EOIs/ RFPs of BSNL for a period of two years.

8. Award of Contract (PLACEMENT OF ORDER)

8.1. BSNL will open and evaluate the financial bids of technically and commercially
responsive bidders and prepare separate list of such bidders arranged in increasing
order of their evaluated package prices (with NPV of the AMC) starting from the
lowest (i.e. L1, L2, L3 and so on) for the purpose of ordering against this tender.
8.2. The bidder with the lowest evaluated price (L1) will be considered for awarding the
work.
9. Payment Terms and Liquidated Damages (LD) Charges– The following provisions
of LD shall also be applied along with the clause no 16 Section 5 Part A of General
Conditions of Contract.

9.1. Payment Terms & Delivery Schedule:

9.1.1 Payment terms shall be as per Clause 5 of Section 2.
9.1.2 Delivery Schedule shall be as per Clause 6 of Section 2.

9.2 Liquidated Damages (Except ERP Storage):

9.2.1 The Bidder shall adhere to the project execution schedule given in the Tender
Document /APO/PO.
9.2.1 Should the Supplier fail to deliver the store/any consignment or service thereof
within the period prescribed and agreed for delivery, the Purchaser, without
prejudice to other remedies available to the Purchaser, shall be entitled to recover,
as agreed liquidated damages for breach of Contract as mentioned in table below:

Name of Milestone LD amount Date of start for counting

of delay for calculation of
LD period

Planning, design and A sum equivalent to 0.5% of the value Milestone I(a) (for
Supply of Hardware of PO (excluding AMC, O&M & ISO hardware 3 months from
and Software. certification Charges) for each week of the date of PO)
delay or part thereof for a period up to
10 (ten) weeks, and thereafter at the
rate of 0.7% of PO (excluding AMC,
Milestone I(b) (for
O&M & ISO certification Charges) for
software 5 months from
each week of delay or part thereof for
the date of PO)
another 10 (Ten) weeks of delay.

601
Installation, Testing, A sum equivalent to 0.5% of the total Milestone II(a) for
Commissioning and value of that part of installation & hardware I&C (5 months
Training of required commissioning service cost for each from the date of PO)
hardware and software week of delay or part thereof for a
modules including period up to 10 (ten) weeks, and
mapping of all existing thereafter at the rate of 0.7% for each
Milestone II(b) for
business processes week of delay or part thereof for
Software I&C (12 months
related to BSNL another 10 (Ten) weeks of delay.
from the date of PO)
customers along with
sanity testing for Go-
live and migration of
two SSAs identified by
BSNL (One SSA from
North/West & One SSA
from South/East).

Sanity testing for Go- A sum equivalent to 0.5% of the value Milestone III (within 15
live and PAN India of PO (excluding AMC, O&M & ISO months from the date of
Migration of existing certification Charges) for each week of PO).
customer data and delay or part thereof for a period up to
services. 10 (ten) weeks, and thereafter at the
rate of 0.7% of PO (excluding AMC,
O&M & ISO certification Charges) for
each week of delay or part thereof for
another 10 (Ten) weeks of delay.

Data Centre A sum equivalent to 0.5% of the value Milestone IV (within 24

Certification of Data Centre Certification services for months from the date of
each week of delay or part thereof for a PO).
period up to 10 (ten) weeks, and
thereafter at the rate of 0.7% of Data
a) ISO27001 , Centre Certification servicesfor each
week of delay or part thereof for
another 10 (Ten) weeks of delay.
b) ISO 20000,

c) ISO 22301

9.3 Liquidated Damages for ERP Storage :

9.3.1 The Bidder shall adhere to the project execution schedule given in the Tender
Document /APO/PO.
9.3.2 Should the Supplier fail to deliver the store/any consignment or service thereof
within the period prescribed and agreed for delivery, the Purchaser, without
prejudice to other remedies available to the Purchaser, shall be entitled to recover,
as agreed liquidated damages for breach of Contract as mentioned in table below:

Name of Milestone LD amount Date of start for counting

of delay for calculation of

602
 LD period

Supply of Hardware A sum equivalent to 0.5% of the value 3 months from the date of
and Software for ERP of PO for ERP Storage Hardware and PO
storage. Software (excluding AMC & O&M
Charges) for each week of delay or part
thereof for a period up to 10 (ten)
weeks, and thereafter at the rate of
0.7% for each week of delay or part
thereof for another 10 (Ten) weeks of
delay.

A sum equivalent to 0.5% of the total

Installation & value of that part of installation & 5 months from date of PO
Commissioning commissioning service cost for each
including testing week of delay or part thereof for a
period up to 10 (ten) weeks, and
thereafter at the rate of 0.7% for each
week of delay or part thereof for
another 10 (Ten) weeks of delay.

Successful Migration of A sum equivalent to 0.5% of the value 6 months from the date of
ERP data to new of PO for ERP Storage Hardware and PO
storage Software (excluding AMC, O&M & ISO
certification Charges) for each week of
delay or part thereof for a period up to
10 (ten) weeks, and thereafter at the
rate of 0.7% for each week of delay or
part thereof for another 10 (Ten) weeks
of delay.

9.4 The total value of the liquidated damages as per above sub-clausesshall be limited to
a maximum of 12% (Twelve percent) of Purchase Order value (excluding AMC and
O&M amount) i.e. liquidated damages shall be levied upto 20 weeks only. For delay
beyond this period BSNL reserve the right to cancel the tender and recover the
amount paid or get the work executed from a third party vendor, duly excess
amount made to this vendor beyond the rate quoted shall be recovered from the
bidder.
9.5 Quantum of liquidated damages assessed and levied by the BSNL shall be final and
not challengeable by the Supplier.
9.6 The penalties for non-compliance of SLA for O&M and AMC Purchase Order are
governed separately as described in Section-5 C-1 and Section-5 C-2 respectively.
10. Validation:

10.1. Equipment/system shall be subjected to on-site validation by the team designated

by BSNL. Validation shall cover at least one set of each type of equipment.
10.2. The systems/Equipments supplied in the network, and installed by the Bidders
against the Purchase Orders placed on them shall be subjected to validation by the
team designated by BSNL during which the tests as per the provisions in the TEC
specifications and Tender requirements shall be conducted. The Test Schedule and
Procedures for Validation Testing shall be submitted by successful bidder within 15
days from date of Purchase Order and shall be finalized by the BSNL in consultation
with the Bidders within 2 months from the date of Purchase Order. The system for
603
 the purpose of equipment validation is defined as a set of network elements that
shall be required to test the requirement mentioned in the tender document.
10.3. The successful bidder will submit the Validation test document. The validation test
document shall contain the list as well as procedures for the tests which are
proposed to be conducted during the validation/ field trial to test the conformance of
the equipment to the Technical Specifications. The test schedule and procedures for
validation tests will be finalized by BSNL.
10.4. Any deficiency found during validation in performance of the system as per the
requirement shall be rectified by the successful bidder. The Supplier shall provide, at
his own cost all the testing equipments/instruments including load test equipments
required for all the tests to be conducted for validation.
10.5. The bidder shall make available software programs and testers required for carrying
out the Validation tests as per the schedule. The bidder shall indicate whether the
software package includes programs for testing the nodes under full load conditions
and overload conditions by creation of artificial traffic. Such test program shall be
provided by the bidder for the limited purpose of testing. The Bidder shall also
indicate the technique used in the creation of such artificial traffic. Details of various
items required for the above purpose may be specified in compliance to this clause.
10.6. Any additional test equipment required during Validation shall be arranged by the
bidder at no additional cost to BSNL, so as to complete the Validation as per the
specified time schedule in this document.
11. Acceptance Testing (A/T):

11.1. The Selected Bidder shall submit the Acceptance test schedule within one month of
issue of PO and finalize the same in consultation with BSNL within two months from
the date of issue of PO. Bidder shall also clearly indicate the specification clause(s)
verified by each test. BSNL shall have the right to make modifications or additions to
any test or techniques of measurement as considered necessary by it.
11.2. Bidder shall arrange the equipment for A/T purpose without any financial
implications to BSNL. BSNL will carry out all the tests detailed in the acceptance test
schedule to confirm that the performance of the different modules, subsystems, and
entire installation satisfies the specified requirement of specifications including
service performance.
11.3. BSNL shall offer equipment for acceptance testing to A/T team that will carry out the
tests detailed in the acceptance test schedule to confirm that the performance of the
different modules, subsystems, and entire installation satisfies the specified
requirement of specifications including service performance.
11.4. Any components or modules failing during the acceptance tests shall be replaced at
no additional cost to the Purchaser at site by the Selected Bidder. These shall be
shipped within two weeks of the initial reports. Notwithstanding the pre-supply tests
and inspections prescribed in this document, the equipment and accessories will also
be pre-tested by supplier, before offering to A/T, in coordination with the Node In-
charge as per the procedure and Performa provided by purchaser in due course
during and after installation/ commissioning before “take over” and if any equipment
and part thereof is found defective, the same shall be replaced at no cost to the
purchaser.
11.5. If any equipment or any part thereof, before it is taken over under as specified in
the document, is found defective or fails to fulfill the requirements of the contract,
the inspector shall give the Supplier notice setting forth details of such defects or
failure and the supplier shall make the defective equipment good, or alter the same
to make it comply with the requirements of the contract forthwith and in any case
within a period not exceeding one month of the initial report. These replacements
shall be made by the supplier free of all charges at site. Should it fail to do so within
this time, the purchaser reserves the discretion to reject and replace at the cost of

604
 the supplier the whole or any portion of equipment as the case may be, which is
defective or fails to fulfill the requirements of the contract. The cost of any such
replacement made by the purchaser shall be deducted from the amount payable to
the supplier.
11.6. When the AT tests called for have been successfully carried out, the ultimate
consignee will forthwith issue a Taking Over Certificate. The ultimate consignee shall
not delay the issue of any “Taking Over Certificate” contemplated by this clause on
account of minor defects in the equipment which do not materially affect the
commercial use thereof provided that the supplier shall undertake to make good the
same in a time period not exceeding six months. The Taking Over Certificate shall be
issued by the ultimate consignee within six weeks of successful completion of tests.
11.7. After all acceptance tests have been successfully carried out to the satisfaction of the
BSNL, designated unit shall declare the solution fit for deployment in BSNL network
and commissioning shall be announced.
12. Warranty:

12.1. The warranty of the equipment supplied shall be for a period of two (2) yearsfrom
completion of software I&C and migration of two SSAs.
12.2. If the commissioning of any equipment is pending due to any dependency on BSNL,
warranty can be started for rest of the equipment.
12.3. All the terms and conditions of the AMC including the penalty provisions shall apply
during the Warranty period.
13. Commercial Utilization of Network or Equipments-

13.1. The equipments shall be commercially utilized only after declaration of

commissioning of equipments.
13.2. Nodal authority for declaring the commissioning equipments shall be CGM ITPC,
Pune.
14. Comprehensive Annual Maintenance Contract (AMC) including Operations:

14.1. The Bidder shall quote prices for year-wise comprehensive Annual Maintenance
Contract including operations for six (6) years as in the price schedule.
14.2. The price for year-wise AMC shall truly reflect the efforts required to maintain the
SLA specified in Tender Document.
14.3. During the Warranty Period, the Bidder shall perform all the functions as enunciated
under the AMC without any additional cost to BSNL and adhere to SLA as per AMC.
All the penalty clauses shall be applicable during the Warranty Period for non-
adherence to the SLA as per the AMC.
14.4. The batteries supplied, if any, shall not be treated as consumables and any
replacement or repair required ensuring their specified performance and capacity
during the contact period of two (2) year warranty and six (6)years AMC shall be the
responsibility of the Supplier.
14.5. Bidder after successful installation and commissioning of system shall be responsible
for its operations and management during the warranty period of two (2) years and
AMC period of six (6)years. The Operation & Management of Network shall include
inter alia all activities and processes which are equipment specific; and overall
operations, like performance management, security management, configuration
management, network and systems administration, data-base administration, fault
management. Operation and Management cost shall be covered as part of AMC
charges.
14.6. The Successful Bidder shall put into operation (but not limited to) the set of
maintenance procedures, periodic test schedules, Traffic Report generation &
analysis and remedial measures to be taken in each occasion, Extraction of
605
 performance statistics from the various network elements, and classification as
required by the Purchaser, Management Information System (MIS) parameters for
fault, performance and planning of network expansion. The Bidder shall also help
BSNL to put into practice maintenance schedules viz opening of appropriate registers
for log, test schedule and performance and fault recording.
14.7. Any other activity or equipment, which is not explicitly covered in this document but
is essential, as part of the operations and management shall also be performed by
the successful bidder.
14.8. 24x7 Operation during warranty period & AMC period shall be at no extra cost to
BSNL.
15. Technical support Centre:-Successful Bidder shall require to have its Technical
support centre in place to provide technical support to ensure smooth functioning of
equipment supplied by them and to meet additional requirements from time to time.
The Bidder shall submit details of location, number of personnel, facility to be made
available at technical support centre in the Bid.

16. Facilities:
16.1. BSNL shall provide space, commercial AC mains power supply, air conditioning and
other environmental requirements for installation of equipment with no obligation on
part of bidder.

17. Project Management:

17.1. Overview :
17.1.1 The Successful Bidder shall establish a project organization accountable for and
responsible for execution of the complete scope of supply, covering all aspects of the
tasks in the project, including, but not limited to, design, implementation, test,
deployment and migration.
17.1.2 Successful Bidder shall, unless otherwise specifically stated, bear the responsibility for
providing all design, engineering, implementation, labor, materials, equipment,
software, services, tools and instruments, documentation, information, unloading,
installation, commissioning, inspection, testing, delivery, training and maintenance
and operations with respect to the hardware IT infrastructure under the scope of the
tender.
17.1.3 The project management shall cover all management, administration and necessary
facilities for performing the scope of work including QA management, risk
management, project control management, procurement management, installation
and commissioning management, and management of testing, including management
of all Subcontractors/OEM/SSPs.
17.1.4 The Successful Bidder shall document standards, methods and tools that shall be
utilized to provide general strategy, management, monitoring and control of all
aspects of the projects.
17.1.5 The Successful Bidder shall comply with a multi-level governance program / project
structure, key stakeholders, communication plan, subcontractor management and risk
management plan. The governance structure shall cover Successful Bidder, BSNL and
all third parties.
17.2. Program and Project Management :
17.2.1 Successful Bidder shall propose a project management methodology that shall cover
all management, administration and necessary facilities for performing the scope of
work of this tender.
17.2.2 The Successful Bidder shall take ownership for all project management
responsibilities. The Successful Bidder shall describe the approach used for delivery of

606
 projects including describing the Successful Bidders responsibilities. Successful Bidder
shall describe the methods and tools to manage risks and issues in the project.
17.2.3 The Successful Bidder shall include in this response, planning relating to the human
resources to be allocated to the project.
17.2.4 Successful Bidder shall describe in detail the deliverable and configuration
management controls and processes including inspection reports and sign off used by
the Successful Bidder.
17.3. Standards and methods :

The Successful Bidder shall document the standards, methods and tools that shall be
utilized to provide general strategy, management, monitoring and control of all
aspects of the projects.

17.4. Planning :

The Successful Bidder shall suggest a detailed project implementation plan. This
project implementation plan shall include time schedules and main milestones for all
implementation phases of the project.
17.5. Personnel Resources :

Successful Bidder shall always ensure sufficient number of suitably qualified people
and the necessary tools and aids to carry out the agreed task. Successful Bidder shall
continually evaluate the requirement for capacity and competence in relation to
planned activities and deliverables on part of the Successful Bidder.
17.6. Changes of Project personnel:
17.6.1 Proposed changes in Successful Bidder’s key personnel shall be communicated in
advance.
17.6.2 Successful Bidder shall in writing intimate to the Purchaser of any replacement of Key
Project Members in the project. Such replacement shall not be without reasonable
cause.
17.7. Sub-contractors :

Successful Bidder shall have full responsibility for the parts of the deliverables carried
out by Subcontractors.
17.8. Requirement Management:

17.8.1 It is mandatory for requirement Management and shall be implemented by the

Successful Bidder as part of its responsibility to delivery industry standard and
accepted practices.
17.8.2 All the deliverables (from the Scope and Design stages) and
implementation/migration shall be finalized in consultation with the Successful Bidder,
as part of the comprehensive Governance mechanisms.

17.8.3 Successful Bidder shall conduct Readiness Reviews:

a) Scope Readiness Review
b) Design Readiness Review
c) Functional Reviews
d) Implementation Reviews
e) Migration Reviews
f) Risk mitigation Reviews

607
17.8.4 Successful Bidder shall be responsible to implement methodology, tools and
procedures for Requirements Management Audit.
17.9. Implementation Management :

17.19.1 Successful Bidder shall detail the implementation methodology to be employed

by Successful Bidder considering the scope of the work to be carried out as part of
this tender.

17.19.2 Successful Bidder shall:

a) Develop implementation and transition strategies and plans.
b) Develop data migration strategies and plans.
c) Develop and document a contingency plan for each implementation.
d) Develop, document and report risk and impact analyses.
e) Conduct pre-implementation readiness reviews.
f) Prepare documentation and orientation training for Infrastructure personnel, Service
Desk personnel, and any other pertinent personnel delivering Services to the
Authorized User.
g) Provide support to existing SIs, if any, by preparing the supplied hardware and
allied items for smooth migration.
h) Conduct and document post implementation analysis
i) Define and document the data backup and restoration requirements for the Disaster
Recovery Plan for all implementations.
j) Integrate and execute quality management, improved productivity and operations,
and support management into the implementation plan
17.10. Infrastructure Management :

17.10.1 Successful Bidder shall provide software and hardware installation and
configuration for the Solution. System implementation includes System Integration,
User Acceptance, Training, Migration, Pre-production and Production.

17.10.2 Successful Bidder shall provide detailed documentation describing the solution
including software and hardware addressing sizing, performance and redundancy
requirements.

17.10.3 Successful Bidder shall be responsible for hardware acquisition, installation and
maintenance for the Solution.

17.10.4 Successful Bidder shall be responsible for facilitating network performance

monitoring.
17.11. InterfaceManagement :

Successful Bidder shall:

17.11.1 Document all interfaces to new and existing Systems, including:

a) Provide and document interfaces to Third Party Software.
b) Temporary or transitional interfaces between Systems.

608
17.11.2 Develop and publish technology and data standards in compliance with industry
standards and methodology.

17.11.3 Execute processes and procedures for System integration testing.

17.12. Service Continuity Management :
Successful Bidder shall:
17.12.1 Provide Disaster Recovery and IT Service Continuity Management support.
17.12.2 Develop new and maintain/upgrade and execute procedures to support Disaster
Recovery for mission-critical Application / Infrastructure.
17.12.3 Continuously review, refine and document the retention policies and practices to
comply with outside regulators. Record retention is critical for compliance audits,
including those conducted by outside regulators.
17.12.4 Implement the Disaster Recovery Plan in coordination with existing SIs of CDR
project in case of any disaster.
17.13. Level 3 Support :

Successful Bidder shall:

17.13.1 Provide Level 3 Support for all Software and Hardware Infrastructure installed
through this Tender.
17.13.2 Provide clearly defined points of contact to receive and appropriately respond to
notice of Incidents from Level 1 or Level 2 Support personnel including escalation
procedures and contacts.
17.13.3 Advice the Level 1 or Level 2 Support personnel, and/or an Authorized User, of the
estimated time required for resolving the Incident after being notified. This
resolution time will be consistent with BSNL’s Service Levels.
17.13.4 Provide timely, ongoing status updates to the Level 1 or Level 2 Support personnel,
and/or an Authorized User, during Incident resolution.
17.13.5 Provide support, advice, and assistance to Authorized Users in a manner to resolve
the issues in time.
17.13.6 Document, as appropriate and as part of its Service Desk support, initial requests
for on-demand services from Authorized Users.
18. Safety Hazard

18.1. The Successful Bidder shall ensure that any installation carried out by them under
this project shall not become a safety hazard and is not in contravention of any
statute, rule or regulation and public policy.
19. Compliance to Applicable Law
19.1. The successful Bidder shall execute an agreement, in the form as contained in
section 10 of the Tender Document before issuance of any APO by the Purchaser,
subject to the guidelines issued by DOT as amended from time to time.
19.2. Security Requirements:
a) The Supplier shall enable the Purchaser to comply with Applicable Laws including but
not limited to notifications, circulars etc. issued by DoT from time to time.
b) The Supplier recognizes and accepts that in order to make, maintain and ensure
Purchaser’s networks compliant with security related instructions and guidelines
issued by the DoT from time to time, complete cooperation and commitment of the
Supplier is necessary. To help and address the business continuity, communication,
security requirements and security management of Purchaser’s network, the Supplier
shall execute an agreement in the format as contained in Section 10 of the Tender
Document before issuance of PO by the Purchaser. It is clarified that the execution
609
 of such agreement shall be a condition to the effectiveness of the Advance Purchase
Order. The Supplier shall indemnify and hold harmless the Purchaser and its
employees, agents, shareholders, directors, representatives, against any claims or
penalty or consequence arising out of breach of the security related terms of the
License as a result of breach or non-compliance by the Supplier with its obligations in
this sub-Clause (b) or any separate agreement executed for this purpose.
c) It is clarified that any expenditure incurred by the Purchaser for complying with
security related provisions as prescribed under tender, in respect of all the network
elements/equipments supplied under this tender, shall be borne by the Supplier
concerned. In the event there is a breach of the security related provisions as
prescribed under Applicable Laws, any penalty imposed by the DoT on the Purchaser
shall be paid by the Supplier to the Purchaser. Further, any testing of Supplier’s
equipment including requirement of testing equipment shall be met by Supplier on
his own cost.
19.3. Compliance with Licenses:
The Supplier shall assist and provide support as and when required to the Purchaser
including the providing of information and documents to comply with the provisions
of the Licenses, any amendments made thereto as well as any notifications,
circulars, directions/regulations issued by DoT/TRAI or any other Governmental
Authority from time to time specially in relation to security clearance and lawful
interception.
19.4. Non-Compliance:
The Supplier, including their personnel, employees, associates and sub-suppliers
shall be solely responsible for complying with the statutes, laws, regulations,
subordinate legislation, administrative orders and instructions issued by relevant
Government Authorities, regarding, but not limited to, environment, industrial
relations, security and taxation, during the performance of their respective
obligations under this Contract. Without limiting the generality of the foregoing, the
Supplier shall be responsible for compliance with the Applicable Laws and similar
regulations applicable to its activities hereunder, at its own cost and expenses.
In the event there is a delay by the Supplier which is solely attributable to Supplier
in fulfilling its obligations under this Contract or any non-compliance or breach of
obligations under this Contract by the Supplier due to which any Governmental
Authority imposes sanctions on Purchaser, which results in financial and other
liabilities on the Purchaser, the Supplier shall be liable to make good such loss
immediately which has been suffered by the Purchaser.
20. Technical Audit of network

20.1. The Purchaser reserves the right to carry out technical audit of the network through
any designated agency from time to time and Bidder shall take necessary corrective
measures to conform to the performance parameters stipulated in the Tender
Document within the period of Performance Security.
21. Detailed BoM

21.1. The Bidders shall provide along with the techno-commercial Bid, detailed unpriced
price schedule as per the SoR along with Bill of Materials (“BoM”) for each of the
network elements in the SoR with their quantity required to meet the requirement
envisaged in the tender. The Bidder shall ensure that the Bid is complete and
comprehensive in respect of detailed BoM.
21.2. The BoM for all the network elements along with itemized prices shall form part of
the financial Bid. If any item for which itemized price is found absent in the bid and
that it is essential to be ordered shall have to be supplied free of cost by the bidder.
22. Documentation

610
22.1. The Successful Bidder shall supply one set of soft copy documents on operation,
maintenance and planning aspects of the system to each site and also to the
corporate office.
23. Make Model list

23.1. The Bidder shall furnish the details of make, model no of the imported and
indigenous equipments as part of the technical Bid.
23.2. The Bidder shall quote for only one make, model and manufacturer included in the
proposal for each of the equipments. Once quoted in the Bid, no change of make,
model or manufacturer shall, ordinarily, be permitted. However, in case of higher
model or version (i.e. having at least all the specifications & features of quoted
model) of same make may be permitted.
24. Integration/Interworking with existing network:

24.1. The Successful Bidder shall ensure the integration/interworking of equipments being
supplied under this project with the all existing Network/Equipments of the BSNL.
25. Indemnity Bond

25.1. The Successful Bidder shall have to execute a bond to indemnify the BSNL from all
statutory/legal liabilities towards all the personnel either employed by itself or in the
rolls of its sub-vendors, who have been deployed for execution of various works
against this project, that may arise due to various labour and other laws as specified
by central/state from time to time. Further the engagement and employment of any
personnel and payment of wages to them as per the existing provisions of various
labour laws and regulations is the sole responsibility of the Bidder and any breach of
such laws or regulation shall be deemed to be breach of this Contract.
26. Incidental Damages
26.1. Notwithstanding any of the other provisions contained in this Contract , the Bidder
shall protect, defend, indemnify and hold harmless BSNL and its employees, officers,
Directors, agents, or representatives from and against any and all liabilities,
damages, fines, penalties and costs (including legal costs and disbursement) arising
from ‘or’ relating to:
a) Any breach of any statute, regulation, direction, orders or standards from any
governmental body, agency, or regulator issued with respect to the product/services
being supplied/provided under this Contract.
b) Any claim made by third parties arising out of the use of the services of BSNL being
provided using the equipment supplied under the Contract to the extent these are
attributable solely to the poor quality or non-compliance of the product/services to
the respective specifications.
c) Any claims arising from the customers or other service providers, in connection with
interruptions ‘or’ degradation of services due to non-availability of services beyond
the stipulated time frame as contained in AMC and solely attributable to the supplier
of the product and services under this Contract.
d) Any claim that the Equipment/Services/’or’ any value addition component offered
and supplied by the Supplier in this Contract, infringe any patent, trademarks or
copyright of any third party.
e) The Bidder shall furnish an unequivocal, unqualified and irrecoverable undertaking
along with the Bid to the effect that;
f) “During the Bidding process ‘or’ during the course of execution of the Contract ‘or’ at
any stage thereafter, if it is found that the Bidder has fraudulently misrepresented
any of the facts about the product/services etc being offered under the
Tender/Contract, the Purchaser (BSNL) shall be free to claim a sum equivalent to
damage as assessed by it subject to a maximum of the value of the tendered goods
611
 and services from the Bidder for such misrepresentation. The Bidder shall
immediately on being told by BSNL pay such sum of money to BSNL. Quantum of
damages under this clause assessed and levied by the Purchaser (BSNL) shall be
final and not challengeable by the Bidder/Supplier”.
27. Compliance to Tender Clauses: The bidder shall submit the clause by clause
compliance of the Tender Document as mentioned in section 4 Part A. However, in
respect of TEC GRs referred in the Tender Document, the bidder shall submit a
compliance statement(s) that it meets all the requirements of the TEC GR.

28. Third Party Vendor

The purchaser recognizes the fact that the scope & extent of the work would
necessitate the bidder to seek supply & services from number of third parties to
complement his own supplies & services to meet the tender requirements.
Notwithstanding the provisions contained in the tender, should there be a need arise
to change the third party vendor, the substitute third party vendor shall, ordinarily,
be from among those network element had qualified on technical evaluation. Such
requests for change of third party vendor shall be considered only under exceptional
circumstances and need to have the specific approval of BSNL.
29. Limitation of Liability - The aggregate liability of the supplier under this tender shall
be limited to 100% (one hundred percent) of respective contract (contemplated by
the tender) price. Such limitation, however, shall not apply to liability arising out of
(i) breach of Confidentiality or Intellectual Property related obligations under this
Contract (ii) fraudulent or criminal acts or omissions or willful default.

30. TRAINING:
The successful bidder shall provide training to the staff/personnel nominated by
BSNL as prescribed at Section 3 Part B-19.
31. Reporting
31.1 Successful Bidder shall provide to BSNL, as part of Successful Bidder’s monthly
performance reports, a set of reports to verify Successful Bidder’s performance and
compliance with the Service Levels and Critical Deliverables, in a form and structure
acceptable to BSNL.
31.2 Successful Bidder shall provide detailed supporting information for each Service Level
performance report to BSNL, in a form and structure acceptable to BSNL.
31.3 BSNL may access such information online and in real-time, where technically feasible,
at any time during the Term and Termination Assistance period, in a form and structure
acceptable to BSNL. As a practice the hardware Performance Management tool shall be
configurable for most of the service level parameters defined in the tender.
31.4 Successful Bidder shall provide draft Service Level posting on or before the fifth (5th)
business day of the month following the completion of any Measurement Period, and
shall provide the completed Service Level posting on or before the tenth (10 th) business
day of the month following the completion of any Measurement Period.
31.5 No post-reporting adjustment shall be made to any Service Level performance data or
supporting information without BSNL’s approval.
31.6 Successful Bidder shall maintain a log of all such Service Level change requests,
including the nature of the Service Level change, BSNL approval with approver details,
and Service Level change date.
31.7 Successful Bidder shall investigate and correct all Critical Priority Incidents and
Problems, regardless of whether or not such Incidents and Problems constitute Service
Level Defaults.
32. Exceptions
If any events or periods that are measured as part of a Service Level are not
successfully achieved in accordance with the relevant performance standard specified
in the Service Level, and Successful Bidder demonstrates that such failure is directly
caused by any of the following, then such events or periods shall be disregarded for
612
the purpose of calculating the relevant Service Level (and shall be excluded from both
the numerator and the denominator for the purposes of calculating whether the
Service Level has been achieved):
a. During scheduled maintenance activities (i.e. build, releases, scheduled
maintenance).
b. With respect to major initial and new system/product implementation an
exception will be granted for a period as decided by the CGM, ITPC for
applicable Critical Service Levels post full implementation.
c. An exception will be granted for a period as decided by the CGM, ITPC for
applicable Critical Service Levels after a Disaster event and upon return to the
main site.
d. During wide spread disruption of public transport system.

613
 Section - 5 Part C1
General Conditions of Operation & Maintenance

A) General Conditions of Operation & Maintenance

1. Each Data Center will operate on 24x7 basis. Core team of each data center will
consists of trained BSNL staff and personnel of System Integrator. BSNL has already
deployed adequate operational staff at each data center and in addition to this
personnel of varying skills shall be provided by the SI.

2. SI shall have to undertake operations of the existing and new Data Center’s activities as
per project timelines defined in the scope of work. The Service requirement and its
associated SLAs during the Operation phase will be governed by document (Appended
to this document).

3. SI shall have to prepare a detailed Data Center Operating procedure document during
the support stage. This document shall lay down the activities, procedures and
processes required to manage data centers. This shall contain all the activities to be
followed to efficiently manage the Data center right from the scratch to the point of
delivery to the customers.

4. Well documented system & data base administration and security policy shall be
prepared for smooth functioning of Data center.

5. The Personnel deputed for work at Data Centers shall follow working hours assigned by
in-charge of Data Centers, 6 days a week @ 8hrs per day. They are required to work in
Shifts or on Sundays as per DC requirements.

6. The Staff deputed for DC operations shall follow the holidays of BSNL. This is subject to
requirements of Data center.

7. In general the core areas of Data Center functioning as understood may broadly be
divided into following heads:
1. System Administration & Database Administration (OS, DB, User management etc)
2. Storage and Back-Up Administration & Management
3. Security Administration
4. Operations (Actual billing and customer related operations)
5. Application operation and maintenance and Administration
(Maintain various applications)
6. Hardware and Network equipment Maintenance and Administration
7. Disaster Administration & Management
8. D
etailed role and responsibility of operational staff shall have to be indicated by the
bidder along with the bid, however BSNL reserves the right to get the plans of bidder
modified depending upon exact requirement.
9. The Personnel posted for DC Operations shall be well-versed with DC Operations and
shall be able to manage the Data Center independently. The manpower deployed shall
have a minimum experience, qualifications and skills as mentioned in this document.
List of the employees along with their profile to be submitted to the DC In-charge of
BSNL.
10. Adherence to safety procedures, rules regulations and restrictions

Bidder shall comply with the provision of all laws including labour laws, rules,
regulations and notifications issued there under from time to time. All safety and labour
laws enforced by statutory agencies and by Purchaser shall be applicable in the
performance of this Contract and Bidder shall abide by these laws. Bidder shall take all

614
 measures necessary or proper to protect the personnel, work and facilities and shall
observe all reasonable safety rules and instructions. The Bidder shall report as soon as
possible any evidence, which may indicate or is likely to lead to an abnormal or
dangerous situation and shall take all necessary emergency control steps to avoid such
abnormal situations.
Bidder shall also adhere to all security requirement/regulations of the Purchaser during
the execution of the work.

11. The following Labour laws should adhered by the SI:

Labour welfare Measures and workman compensation:
11.1 Obtaining License before commencement of work:
The bidder shall obtain a valid labour license under the contract labour (R&A) Act 1970 and
the contract Labour (Regulation and Abolition) Central Rules 1971. Before
Commencement of work, and continue to have a valid license until the completion of
Work. The bidder shall also abide by the provisions of the child labour (prohibition and
Regulation) Act 1986. Any failure to fulfill this requirement shall attract the penal
provisions of the contract arising out of the resultant non-execution of work.

11.2 Bidder Labour relations: The bidder shall ensure compliance of all the statutory
obligations, viz. payment of wages / salary to the workers engaged by him on regular
and timely basis (by 7th every month) and any other amounts including any statutory
dues, charges, taxes and levies payable as per the relevant statues applicable and
subsequent amendment thereof and same should be sole liability of bidder and BSNL
will not be liable in any circumstances whatsoever. The Bidder shall comply with the
provisions of Employee State Insurance Act 1948, Workmen’s Compensation Act , the
employee Provident fund ( and Family pension Fund) Act 1952, the payment of Bonus
act 1963, the Industrial Disputes Act 1947, the payment of wages act, contract Labour
(regulation & Abolition) Act 1970 with contract labour (R&A) 1971 and/or any other
rules, regulations and / or statutes that may be applicable from time to time or that
may be introduced by central / state Government or Municipal/ local Self Government
authorities, subsequent to the date of this agreement. Default on this account shall be
deemed as sufficient ground for termination of the agreement. In case of accident
arising out of and in the course of this agreement, BSNL being Principal Employer will
not be responsible for payment of any compensation or under any other law. It will be
the sole responsibility of the bidder for payment towards loss or compensation
whatsoever.
11.3 The person engaged by bidder shall be treated as bidder’s own employees and they
will claim no privileges from BSNL. The bidder will be directly responsible for
administration of his employee as regards their wages, uniforms, general discipline
and courteous behaviour.

12. INSURANCE - Without limiting any of his other obligations or liabilities, the bidder
shall, at his own expenses, take and keep comprehensive insurance including third
party risk for the plant, machinery, men, materials etc. brought to the site and for all
the work during the execution. The bidder shall also take out workmen’s
compensations insurance as required by law and undertake to indemnify and keep
indemnified the BSNL from and against all manner of claims and demands and losses
and damages and cost (including between attorney and client) charges and expenses
that may arise in regard the same or that the BSNL may suffer or incur with respect to
end/or incidental to the same. The bidder shall have to furnish originals and/or
attested copies as required by the department of the policies of insurance taken within
15 (fifteen) days of being called upon to do so together with all premium receipts and
other papers related thereto which the BSNL may require.

13. COMPLIANCE WITH LAWS AND REGULATION

During the performance of the works the bidder shall at his own cost and initiative fully
comply with all applicable laws of the land and with any and all applicable by-laws,
615
 rules, regulations and orders and any other provisions having the force of law made
of promulgated or deemed to be made or promulgated by the Government,
Governmental agency or BSNL, Government of other regulatory or Authorized body or
persons and shall provide all certificates of compliance therewith as may be required
by such applicable law, By-laws, rules, regulations, orders and/or provisions. The
bidder shall assume full responsibility for the payment of all contribution and pay roll
taxes, as to its employees, servants or agents engaged in the performance of the work
specified in the bidder document.

If the bidder shall require any assignee or sub bidder to share any portion of the work
to be performed hereunder may be assigned, sub-leased or sub-contracted to comply
with the provisions of the clause and in this connection the bidder agrees as to
undertake to save and hold the BSNL harmless and indemnified from and against
any/all penalties, actions, suits, loses and damages, claims and demands and costs (
inclusive between attorney and client) charges and expenses whatsoever arising out or
occasioned, indirectly or directly, by failure of the bidder or any assignee or sub-bidder
to make full and proper compliance with the said by-laws, rules, regulations, laws and
order and provisions as aforesaid.

14. In case BSNL takes over any activity completely, then that SLA will no longer be
applicable and the weightage will accordingly be calculated. This will be decided by
respective Data Center In-Charge.
15. The Bidder should to the best of his efforts, avoid any change in the organization
structure proposed for execution of this contract or replacement of any manpower
resource appointed at the Data Centre. If the same is however unavoidable, due to
circumstances such as the resource leaving the Bidder’s organization, the outgoing
resource shall be replaced with an equally competent resource on approval from the
Purchaser. The Bidder shall promptly inform the Purchaser in writing, if any such
revision or change is necessary.
16. In case of replacement of any manpower resource, the Bidder should ensure efficient
knowledge transfer from the outgoing resource to the incoming resource and adequate
hand-holding period and training for the incoming resource in order to maintain the
continued level of service.
17. All manpower resources deployed by the Bidder for execution of this contract must
strictly adhere to the attendance reporting procedures and make their services
available for the entire reporting time period at the Data Centre.
18. The Bidder shall be responsible for the deployment, transportation, accommodation
and other requirements of all its employees required for the execution of the work and
provision of services for all costs/charges in connection thereof.
19. The Bidder shall provide and deploy, at the Data Center only those manpower
resources who are qualified/skilled and experienced in their respective areas and who
are competent to deliver in a proper and timely manner the work they are required to
perform or to manage/supervise the work.
20. The Purchaser’s Representative may at any time object to and require the Bidder to
remove forthwith from the Data Centre site any authorized representative or employee
of the Bidder or any person(s) of the Bidder’s team, if, in the opinion of the
Purchaser’s Representative the person in question has mis-conducted or his / her
deployment is otherwise considered undesirable by the Purchaser’s Representative.
The Bidder shall forthwith remove and shall not again deploy the person without the
written consent of the Purchaser’s Representative.
21. The Purchaser’s Representative may at any time object to and request the Bidder to
remove from the Data Center Site any of Bidder’s authorized representative including
any employee of the Bidder or his team or any person(s) deployed by Bidder or his
team for professional incompetence or negligence or for being deployed for work for
which he is not suited.
616
22. The Bidder shall consider the Purchaser’s Representative request and may accede to
or disregard it. The Purchaser’s Representative, having made a request, as aforesaid
in the case of any person, which the Bidder has disregarded, may in the case of the
same person at any time but on a different occasion, and for a different instance of
one of the reasons referred to above in this Clause object to and require the Bidder to
remove that person from deployment on the work, which the Bidder shall then
forthwith do and shall not again deploy any person so objected to on the work or on
the sort of work in question (as the case may be) without the written consent of the
Purchaser’s Representative.
23. The Purchaser’s Representative shall state to the Bidder in writing his reasons for any
request or requirement pursuant to this clause.
24. The Bidder shall maintain backup personnel and shall promptly replace every person
removed, pursuant to this section, with an equally competent substitute from the pool
of backup personnel.
25. No access to any person except the essential members of the Bidder’s Team who are
genuinely required for execution of work or for carrying out Management /
maintenance who have been explicitly authorized by the Purchaser shall be allowed
entry to the Data Centre. Even if allowed, access shall be restricted to the pertaining
equipment of the Purchaser only.
26. The Bidder and their personnel/representative shall not alter / change / replace any
hardware component proprietary to the Purchaser and/or under warranty or AMC of
third party without prior consent of the Purchaser.
27. The Bidder and their personnel/representative shall not without consent of the
Purchaser install any hardware or software not purchased / owned by the Purchaser.

B) Service requirement and Operational SLAs

1.0 Service Requirement
1.1 Service Requirements during the Operation period is defined below:
1.1.1 Mediation: Timely collection of CDRs from all the network elements as per the
scheduled time frame.
1.1.2 Distribution: CDRs collected from the various NEs are to be processed
immediately and to be distributed to downstream applications for further
processing. In no case more than eight hours old (from the point of collection)
CDRs shall remain in the mediation system.
1.1.3 Rating: Formatted CDRs furnished by the Mediation system shall have to be
immediately rated and kept ready for billing. Under no circumstances CDRs
belonging to a particular day shall be kept unrated for the next calendar day
(with exceptions like CDRs generated just before the transition time and during
planned outages).
1.1.4 Billing: All the rated CDRs are to be billed as per the billing cycle. Bill run as per
the billing cycle shall be completed within three days from the start date of the
go ahead date given by DC incharge.
1.1.5 System architecture shall ensure that BSNL does not miss out any retail CDR
from being billed.
1.1.6 There shall be a mechanism to monitor the number of CDRs fed to the Mediation
server, number of Retail CDRs forwarded by Mediation server to the Billing
application, number of errored CDRs, number of rated CDRs and number of
billed CDRs. System architecture shall ensure accounting of each and every CDR
collected from switches.

617
1.1.7 Billing System shall ensure that all error CDRs of a billing period are definitely
rated and billed during the same billing period after necessary correction.
1.1.8 Service/Tariff: New services or tariff changes shall be implemented in a time
bound & scheduled manner and deliveredfree of cost to the purchaser. All CRs
(change request) required for implementation of various tariff circulars and
other changes in existing line of business (LoBs) from BSNL corporate office are
to be handled on non-commercial basis.
1.1.9 Order Management: All the service orders booked by CSRs shall be implemented
in a timely & planned fashion.
1.1.10 Provisioning: All orders booked by the OM module shall be provisioned in the
network elements, billing, CRM modules & other related modules etc.
1.1.11 Disaster preparedness and recovery: In case of a disaster the DR site shall be
taking over the load of the primary site and shall run on a efficiency of 100%.
Necessary services namely CDR collection, rating and customer services shall be
up and running within the prescribed time frames from the time of occurrence of
the disaster.
1.1.12 Data loss: In no circumstances there shall be a data loss except in case of a
disaster, where the permissible period of Data loss is 2 hours.
1.1.13 Backup: Data backup shall be carried out as per the backup policy of the BSNL.
1.1.14 Database Management: Database shall be maintained & tuned so as to maintain
only the required data.
1.1.15 Interface/Configuration: All system configuration & various interfaces shall be
maintained so that all application keep interacting with each other as designed.
1.1.16 Fault management/Maintenance system: The SI shall maintain a Fault
Management process for services provided to BSNL. Fault Management
operations shall prioritize the restoration of service by standard technical
practice, including alternate and redundant paths. The SI shall provide
appropriate access mechanisms for the Fault Management process to BSNL.
Help desk for registering complaints shall be made available on 24 x 7 basis. A
fault docket shall be provided by the system as and when a fault or service
failure is reported and the status of the fault shall be made available online by
providing the docket number. The docket shall be cleared only when the service
is fully restored. The maintenance requirements shall be met as per the
maintenance requirements mentioned elsewhere in this document.
1.1.17 LAN: All application servers & workstations shall stay connected over a
reasonable bandwidth.
1.1.18 Web Services: Web self-care is to be maintained so that web access to
permitted services and users is maintained at all times.
1.1.19 Service representatives shall be providing the Level 1 Support and shall escalate
Service issues as and when required. The Level 1 support staff shall have access
to the highest-level experts available from the SI and shall be adequately
trained in the system.

618
2.0 Operational Service Level Agreement

2.1 The SI shall have to operate the data centers in a fashion so that all the services & systems perform as per the performance
parameters defined in this document. The parameters defined in this table are meant for IT related activities and do not involve any
manual operations like extension of copper pair etc. The performance related SLAs are mentioned below:

SI Total 25% 50% 100% Weightage for each SLA

%age
Conditions of Max
S. Penalty
Module Description Agreed Penalty Penalty Penalty and Penalty Penalty Penalty
No. (20%
SLA L1 L2 L3 Exclusions L1 L2 L3
of O&M
PO
value)

1) Tickets
which are
L3*level SM analyzed i.e.
Dockets <98% to <80% to worked up
98% <60% on by L3 and
resolution >80% >60%
Tickets Tickets moved to
Tickets Tickets
(N.B. It includes raised raised different
raised raised
per per bucket will
L3 level SM 1) Issues moved per per
1 Month Month be counted 30% 7.50% 15.00% 30.00%
Dockets* to L3 from L2 Month Month
shall be shall be for SLA.
bucket shall be shall be
resolved resolved 2) Tickets
resolved resolved
within 30 within 30 counted =
2) Issues raised within 30 within 30
days days Analyzed
directly in L3 days days
bucket) (worked up
on) +
Resolved +
closed

619
3) Docket
resolution
time will be
measured
from the
time of
moving
tickets in L3
bucket.
4) Docket
raising
period is one
calender
month
starting from
the 1st day
of month.

620
 1) Housekeeping
job on day to
day basis
2) Tuning of
queries Archival
& Purging of
logs
3) Performance:
Transaction
response time
should not
exceed 4
seconds.
4) Database 30
Reorganization : tickets
Between Between
All production per Below 10
2 Databases 30 to 20 20 to 10 15% 3.75% 7.50% 15.00%
Database should month tickets
tickets tickets
be reorganized per
once in a month person
or as per
demand.
5) Database
Restoration
Testing :
Restoration
Testing of all
production DB
should be done
quarterly
6) Archival Log
Maintenance :
Archival Log
should be

621
enabled for all
production DB
and archival log
file should be
kept for at least
3 days.
7) Dockets
Handling

622
 1) Housekeeping
job on day to
day basis
2) Performance
tuning of
storage systems 30
3) Timely tickets
Between Between
Storage and backup and per Below 10
3 30 to 20 20 to 10 10% 2.50% 5.00% 10.00%
Backup archival of month tickets
tickets tickets
various systems per
4) DR process person
testing and DR
drill on regular
basis
5) Dockets
Handling

Availability of
Servers :
1) Housekeeping
activities of
Servers
2) Patch
50
updation of OS
tickets
Servers 3) Cluster Between Between
per Below 35
4 (Hardware & Management 50 to 40 40 to 35 10% 2.50% 5.00% 10.00%
month tickets
OS) 4) Dockets tickets tickets
per
Handling
person
5)
Configurations /
Provisioning of
Servers based
on the
requirement

623
 1) Housekeeping
50
activities of
tickets
software Between Between
Application per Below 35
5 applications 50 to 40 40 to 35 15% 3.75% 7.50% 15.00%
Management month tickets
2) Cluster tickets tickets
per
Management
person
3) Dockets
Handling

1) Housekeeping
activities of DC
ROUTERs &
Switches
2)
Configurations
of ROUTERs &
Switches based 50
on the tickets
Between Between
Network requirement per Below 35
6 50 to 40 40 to 35 10% 2.50% 5.00% 10.00%
Management 3) Patch month tickets
tickets tickets
updation of OS per
of ROUTERs & person
Switches
4) Maintenance
of DC LAN
5) Dockets
Handling
6) Configuration
of NACS

624
 1) Housekeeping
activities of
Security
systems
2) Dockets
Handling
3) Submit
Network
Vulnerability
50
Report from
tickets
Security Between Between
Security per Below 35
7 systems on 50 to 40 40 to 35 10% 2.50% 5.00% 10.00%
Management month tickets
regular basis tickets tickets
per
4) Provide
person
information of
Malicious
activities from
Security
systems at
earliest when
occurred from
Outside as well
as from Inside.

2.2 For monitoring all the above mentioned SLA requirements, an operational SLA tool shall be provided which is expected to
prepare SLA report automatically with indicative applicable penalties as per O&M SLAs defined above.
2.3 In case the SLA requirements are not met as per the table above the penalties shall be levied on the SI as per levels defined in
the table. These penalties will have a ceiling of 20% of O&M purchase order value. Time lost due to BSNL dependencies shall be
waived off while calculating SLAs.

625
Team for Operations & Maintenance Services Manpower Details

For the position of ' O&M Manpower Support In-Charge (DC Manager), it is
mandatory to provide name of proposed resource along with details desired as per format
given below.

For all other categories of manpower resources, except the O&M Manpower Support In-
Charge (DC Manager), the names of proposed resources may be furnished by the
Bidder.

1. O&M Manpower Support In-Charge ( DC Manager)

S.
No. Description

B.E. / B. Tech. in Computer/IT /Electronics or MCA or higher degree from a recognized

1 university.

Industry accredited certifications like MCSE, CCNA, OSS BSS frameworks or certifications on
2 OEM products like UNIX, Linux.

Minimum 10 years of experience in IT service support (Servers, Network, Storage, Backup

3 etc.) out of which at least 5 years as Manager in Data Centre environment.

4 Should be PMP certified.

Responsible for the overall contract performance and should not serve in any other capacity
5 under this contract.

6 Knowledge of organizing, planning, directing and coordinating the overall responsibilities.

7 Knowledge of the principles and methodologies associated with program management

Should have more than 3 years’ experience in managing in large Data Centre (more than 100
8 Servers)

2. Storage and Backup Administrator

S.
No. Description

1 B.E./ B.Tech in Computer/Electronic/IT or M.C.A or higher degree from a recognized university

Minimum 5 year experience in Enterprise Storage Arrays implementation & administration,

SAN implementation & administration in large setup. Minimum 1 year experience as a Backup
solution implementation, Backup administrator in large Data Centre environment.

2 Should have worked as Backup administrator on any one of leading Backup Software.

3 Should OEM certified on Storage product.

4 Should have possess in-depth knowledge of Storage Arrays like EMC, HP, Hitachi, Netapp etc.

5 Should have worked on SAN switches and should have sound knowledge of FC networking.

6 Should have knowledge of remote replication technologies

626
 Should have possess basic knowledge of popular Operating Systems like, Windows , Red Hat
7 Linux etc.

Knowledge of clustering technology (Linux & Windows) and basic knowledge of virtualization
8 technologies

9 Knowledge of Databases i.e. MS-SQL, MY-SQL, PostgreSQL, Oracle, DB-2 etc.

10 Knowledge of Networking protocols and Local Area Networks

11 Knowledge of Fiber Channel protocols like SCSI, iSCSI ,FCoE, FCIP etc.

3. Network Administrator
S.
No. Description

MSc. (IT), B.E./B. Tech.in Computer/IT/Electronics or M.C.A or higher from a recognized

1 university.

2 Respective OEM Certified Professional or equivalent certifications.

Minimum 5 years of experience as a Network manager with sound knowledge scripting

3 language, open automation tools and networks

Must have sound knowledge of switching, routing, QoS, OSPF, BGP, NAT, Virtual Networks,
4 NetFlow, etc.

Must have sound knowledge of Linux administration, shell scripting, python, ansible, puppet,
Application load balancing, routing, IP tables, HTTP/HTTPS, SSL offloading, web-server, TCP
5 multiplexing, etc.

4. Security Administrator
S.
No. Description

1 B.E. / B. Tech. in Computer/IT / Electronics or M.C.A or higher from a recognized university.

2 Certified Security Professional with OEM certification in security

Minimum 5 year IT experience out of which at least 3 year as a Security Administrator in large
3 Data Centre.

4 Knowledge of operating systems, network devices and security devices

5 Knowledge of Networking protocols

6 Knowledge of troubleshooting and management of network technologies.

Knowledge of configuration, operations, troubleshooting and resolution of network security

appliances such as firewall, IPS, DDoS, SIEM, Anti-Virus, Patch Management, Application
7 firewall etc.

627
 5. Server Administrator
S. Description
No.

1 B.E./B.Tech. (Computer/IT/Electronics) / MCA/ M.Sc. Computer Science / Equivalent or higher

from a recognized university

2 Unix/Linux/Microsoft Certification in System Administration

3 Minimum experience – 5 years

4 Experience of installation, configuration, Management and Monitoring of Unix/ Windows

/Linux based Servers with high availability solutions like clustering / load balancing of servers,
Server Virtualization (using Hyper-V /VMware /Open Source).

5 Experience of administration and management of Unix/ Windows /Linux based Servers.

6 Extensive Knowledge of Apache Web Server, Tomcat &JBoss Application Server for successful
running & administering WWW, FTP, SMTP etc. services on production environment.
Databases like MySQL/Maria DB/PostgreSQL / Oracle etc. connectivity for applications
running on Web/App servers.

6. Database Administrator
S. Description
No.

1 B.E./B.Tech. (Computer/IT/Electronics) / MCA/ M.Sc. Computer Science / Equivalent or higher

from a recognized university

2 Certification in Oracle/MySQL/Microsoft/Linux Database Administration

3 Minimum experience - 5 Years

4 Experience of installation & configuration of Linux/Unix based MySQL/PostgreSQL/Oracle

Database/application Server software with high availability solutions like Clustering / load
balancing / log-shipping of servers

5 Extensive Knowledge of administration and management of Unix/ Windows /Linux based

Database Servers. Knowledge of related/dependent OS services.

6 Knowledge of IIS /Apache/Tomcat Web Server for http services etc. for integration with Web /
Application Server.

7. Software Application Administrator

S. Description
No
.

1 B.E./B.Tech. (Computer/IT/Electronics) / MCA/ M.Sc. Computer Science / Equivalent or higher

from a recognized university

628
2 Certification as application administrator in the core applications like Billing, CRM, Provisioning,
PMS, Application Interface Software (EAI) etc. quoted by the bidder

3 Minimum experience - 5 Years

4 Minimum 2 year experience of installation & configuration and O&M of the quoted software
product

5 Extensive Knowledge of administration and management of Unix/ Windows /Linux based

Database Servers. Knowledge of related/dependent OS services.

6 Knowledge of IIS /Apache/Tomcat Web Server for http services etc. for integration with Web /
Application Server.

8. Technical Support Resource

S.
No. Description

B.Tech/MCA/M.Sc. in Computer Science or Science Graduate with PG Diploma in Computer Sc.

1 or higher from a recognized university

2 Minimum 3 year experience in similar job in any data centre.

3 Should have good communication skills.

Knowledge of operating systems i.e. Unix/Linux/Windows (all server versions), Red Hat Linux
4 and Red Hat Advance Server etc.

Knowledge of clustering technology (Unix/Linux/Windows), basic knowledge of backup

5 operations.

6 Knowledge of Networking protocols such as FTP, HTTP, HTTPS, SSH, DNS etc.

7 Work experience on Service-desk tool.

Note: Above mentioned skills are indicative. SI shall ensure a suitable skill set of
manpower deployed to take care of all the functionality required as per this
document.

629
 Section - 5 Part C-2

General Conditions of Comprehensive Annual Maintenance Contract (AMC)

A. Interpretation & General Instructions

a) During support phase, the SLA parameters shall be monitored on a monthly basis as
per the individual SLA parameter requirements. In case the service levels cannot be
achieved at service levels defined in the tables below, it shall result in a breach of
contract and shall invoke liquidated damages.
b) SLAs would be reported monthly. A Service Level breach will occur if the SI fails to
meet Minimum Service Levels on a monthly basis for a particular Service Level. Root
cause analysis (RCA) which is beyond the control of the SI, the SI may submit the RCA
along with a justification, which may be considered by BSNL DC In-charge.
c) For certain incidents, RCA may be carried out by BSNL (or BSNL appointed agency).
d) Penalty charges are mentioned as a percentage of certain components of cost. The
Penalty charges are capped at 20% of that year’s payment/PO value.
e) During the migration/ transition phase, all the SLA parameters as defined in this
document shall have to be maintained by the successful bidder at existing CDR data
centers till the completion of migration.
f) All the SLA parameters as defined in this document shall have to be maintained by the
successful bidder at new CDR data centers (Production and DR both) from the start
date of warranty i.e. after completion of migration.
g) During warranty period of two years applicable penalty charges shall be recovered from
the successful bidder which shall be worked out by considering the first year AMC rates
for CDR data centers (Production and DR both).

B. Other Conditions of Annual Maintenance Contract (AMC)

1. The selected Bidder shall be required to sign an Annual Maintenance Contract for
Hardware & Software as per the provisions made in this tender document at the time of
acceptance of APO.
2. Comprehensive AMC services for existing all 4 CDR data centers after three months
from date of PO (on per year basis) or any date fixed by purchaser shall have to be
provided by the bidder till the migration (i.e. within 15 months from date of PO ) is
completed as per schedule defined in the scope of work of this tender document.
3. Comprehensive AMC services for new CDR data centers (Production and DR both) after
completion of warranty period (on per year basis) shall have to be provided by the
bidder.
4. Bidder shall provide AMC services for existing SAN storage equipment at all 4 CDR data
centersw.e.f. 1st April 2019 or any other date fixed by purchaser till the migration to
new target architecture.Detailed description of existing storage shall be provided. O&M
support for storage system is required.
5. AMC purchase orders shall be issued by BSNL on yearly basis for the required items.
For some of the items purchaser may drop the AMC at his discretion.
6. During the implementation period and warranty period the bidder shall perform all the
functions as enunciated under the AMC at no extra cost to the Purchaser.
7. The bidder, at the time of submitting the bid, shall submit the proposal specifying the
fault control centre location and how the bidder proposes to carry out repair under
AMC. The bidder shall also indicate what spares will be kept in different locations. The
infrastructure planned to be created by the bidder to fulfil his obligations under AMC
and his action plan to deal with the various situations arising out of hardware and
software faults shall be clearly indicated.
630
8. The selected bidder shall submit a performance bank guarantee for the AMC having
validity period of six and half years. PBG for the AMC shall be @ 7% of the value of
hardware & software cost (excluding duties and taxes Cenvatable i.e. net cost to BSNL)
or the quoted average value of the yearly AMC charges, whichever is higher.
9. The Performance Bank Guarantee against the P.O. will be released only after
submission of PBG against AMC by bidder and its consortium partner(s) and fulfillment
of other obligations of AMC or P.O. which are pre-requisite for release of the PBG.
10. The support for planning, optimization and tuning of hardware and software after
commissioning, whenever needed during Operation period/ AMC shall be provided by
bidder at no extra cost to the Purchaser.
11. For SLAs during AMC please refer AMC agreement proforma given at Para C below.
12. The Bidder shall be responsible on an ongoing basis for coordination with other vendors
and agencies of the Purchaser in order to resolve issues and oversee implementation of
the same. The Bidder shall also be responsible for resolving conflicts between vendors
in case of borderline integration issues.
13. The Bidder shall ensure that the Bidder’s Team is competent, professional and
possesses the requisite qualifications and experience appropriate to the task they are
required to perform under this Contract. The Bidder shall ensure that the Services are
performed through the efforts of the Bidder’s Team, in accordance with the terms
hereof and to the satisfaction of the Purchaser. Nothing in this Contract relieves the
Bidder from its liabilities or obligations under this Contract to provide the Services in
accordance with the Contract and the Bid to the extent accepted by the Purchaser.
14. The bidder and its consortium partner(s) shall submit performance bank guarantee(s)
as per value specified in Section 5-B towards fulfilment of obligations under AMC, in a
prescribed Performa. The PBG(s) shall be submitted three months prior to expiry of
warranty period. The PBG shall be valid for a period of six and half years. The PBG(s)
shall be extendable for a further period as required if there is any delay in start of AMC
for any reason. For the additional equipment, the amount of PBG(s) shall be increased
at the same rate as indicated above, within a time period of one month of the date of
such equipment getting covered under AMC.
15. The Bidder shall perform the services specified by the ‘Scope of work’ requirements as
specified in the tender and changes thereof.
16. The Bidder shall supply equipment/components including associated accessories and
software as under this contract and install, commission, integrate, manage and
maintain those components during the entire period of contract.
17. In case of any dissatisfaction or default on part of the Bidder in providing the level of
support desired by the Purchaser or Purchaser’s Technical Representative in relation to
the services supplied by the Bidder, the Bidder shall extend the necessary support
required to meet the commitments without any financial liability to the Purchaser.
18. It is expected that bidder and OEM shall ensure that the equipment/components being
supplied by him will be supported for minimum 9 years from date of bid submission. If
the same is not supported by the OEM for any reason whatsoever, the bidder shall
replace it with an equivalent or better substitute that is acceptable to Purchaser without
any additional cost to the Purchaser and without impacting the performance of the
solution in any manner whatsoever.
19. In case of any problems / issues arising due to integration of the components supplied
by the Bidder with existing or new component(s) under the purview of the overall
solution, the Bidder shall replace the required component(s) with an equivalent or
better substitute that is acceptable to Purchaser without any additional cost to the
Purchaser and without impacting the performance of the solution in any manner
whatsoever.

631
20. The Bidder shall supply and/or install all new releases, versions, any type of updates,
upgrade patches and/or bug fixes for the firmware or software from time to time at no
additional cost to the Purchaser.
21. The Bidder shall ensure that the preventive maintenance is conducted on a monthly
basis in accordance with the specifications of the components and the best practices
followed in the industry.However it should be conducted in a staggered manner
throughout the quarter.
22. The Bidder shall stock required spares/components at the Data Centre site or nearby
location for meeting the uptime commitment to maintain the required SLAs.
23. The Bidder should provide OEM wise technology refresh information to the Purchaser on
quarterly basis.
24. The Bidder’s representative shall have all the powers requisite for the performance of
services under this contract. The Bidder’s Representative shall liaise with the
Purchaser’s Representative for the proper coordination and timely completion of the
works and on any other matters pertaining to the works. He will extend full co-
operation to Purchaser’s representative in the manner required by them for
supervision/ inspection/ observation of the DC infrastructure/material, procedures,
performance, reports and records pertaining to the works. He shall also have complete
charge of the Bidder’s personnel engaged in the performance of the works and to
ensure internal discipline, compliance of rules, regulations and safety practice. He shall
also co-ordinate and co-operate with the other Service Providers/Vendors of the
Purchaser working at the Site/offsite for activities related to planning, execution of
scope of work and providing services under this contract.
25. The Purchaser reserves the right to inspect and monitor/assess the progress/
performance of the work / services at any time during the course of the Contract. The
Purchaser may demand and upon such demand being made, the Bidder shall provide
documents, data, material or any other information which the Purchaser may require,
to enable it to assess the progress/performance of the work / service.
26. Monthly report on preventive maintenance activities and performance report for the
equipment/ systems under the AMC shall be furnished to the submitted to BSNL DC In-
charge.
27. At any time during the course of the Contract, the Purchaser shall also have the right to
conduct, either itself or through another Bidder as it may deem fit, an audit to monitor
the performance by the Bidder of its obligations/functions in accordance with the
standards committed to or required by the Purchaser and the Bidder undertakes to
cooperate with and provide to the Purchaser/ any other Bidder appointed by the
Purchaser, all Documents and other details as may be required by them for this
purpose. The recommendations of the auditor should be carried out by the bidder at no
extra cost to the Purchaser.
28. In case bidder fails to resolve any issue or repair/replace any faulty component within
reasonable time frame, the purchaser reserves the right to get the issue resolved
(including replacement of faulty components) by engaging any third party vendor and
the expenditure incurred therein shall be recovered from the payment due to the
bidder.
29. The Bidder should station a separate AMC team at the Data Center Site for coordination
with the team of purchaser for smooth execution of AMC.
30. The Bidder shall be responsible for the deployment, transportation, accommodation and
other requirements of all its employees required for the execution of the work and
provision of services for all costs/charges in connection thereof.
31. Bidder shall comply with the provision of all laws including labour laws, rules,
regulations and notifications issued there under from time to time. All safety and labour
laws enforced by statutory agencies and by Purchaser shall be applicable in the
performance of this Contract and Bidder shall abide by these laws.
632
32. Bidder shall take all measures necessary or proper to protect the personnel, work and
facilities and shall observe all reasonable safety rules and instructions.
33. Bidder shall also adhere to all security requirement/regulations of the Purchaser during
the execution of the work.
34. No access to any person except the essential members of the Bidder’s Team who are
genuinely required for execution of work or for carrying out Management /
maintenance who have been explicitly authorized by the Purchaser shall be allowed
entry to the Data Centre. Even if allowed, access shall be restricted to the pertaining
equipment of the Purchaser only.
35. The Bidder shall maintain a log of all activities carried out by each of its team
personnel.
36. During the tenure of this Contract nothing shall be done by the Bidder in contravention
of any law, act and/ or rules/regulations, there under or any amendment thereof
governing inter-alia customs, stowaways, foreign exchange etc. and shall keep
Purchaser indemnified in this regard.
37. The Bidder and their personnel/representative shall not alter / change / replace any
hardware component proprietary to the Purchaser and/or under warranty or AMC of
third party without prior consent of the Purchaser.
38. The Bidder and their personnel/representative shall not install any hardware or
software not purchased / owned by the Purchaser without consent of the Purchaser.

C. AMC Agreement Proforma

Agreement Proforma

This agreement is made on the ________ day of ________________(year) to be effective

from _______________ between M/s. Bharat Sanchar Nigam Limited a company
registered under the Companies Act 1956 having license to provide all types of services of
Telegraph and having its registered office and corporate office at Bharat Sanchar Bhavan,
H. C. Mathur Lane, Janpath, New Delhi-110001 (hereinafter called BSNL) of the ONE PART
and ________________________________ a company registered under the Companies
Act 1956 and having its registered office at
______________________________(hereinafter called SI which expression shall unless
repugnant to the context, include its successors in business, legal representatives and
administrators or permitted assigns) of the OTHER PART.

WHEREAS, BSNL has placed purchase order on the SI vide No.

________________________________________________________________________
__ dated_____________ for Annual Maintenance of CDR
Based Convergent Billing project against the BSNL CO approval issued vide -------
- and the proposal of the SI dated --------------. WHEREAS the SI has made the offer
to duly comply with all the provisions of the above mentioned proposal documents,
including those pertaining to Annual Maintenance Contract, after making themselves fully
aware and understanding fully the implications of the terms and conditions and
specifications mentioned therein and which has been accepted by BSNL on the terms and
conditions mentioned hereafter and after ascertaining that the SI is fully capable of
complying with the aforesaid terms of the mentioned proposal document and BSNL CO
approval (refer Annexure- AMC Agreement ).

BSNL AMC PO reference ………………………..

633
Now the Agreement witnesseth as follows:

1.0 General

1.1 In addition to complying with all the terms and conditions recorded in the proposal
document (refer annexure), the SI hereby agrees and unequivocally undertakes to
fully comply with all the terms and conditions stipulated in this Agreement and
without any deviation or reservations of any kind.

1.2 Unless otherwise mentioned or appearing from the context, the proposal document
and any clarifications thereof and the Advance work order shall form part and parcel
of this agreement, provided that in case of conflict or inconsistency on any issue
relating to this Agreement, the terms set out in the body of this agreement shall
prevail.

1.3 The SI shall prepare the schedule of preventive maintenance for each quarter and
shall submit the same to BSNL in advance. Schedule shall include in details, system
wide preventive maintenance activities. The preventive maintenance shall not affect
the normal functioning of the system.

1.4 The SI shall be solely responsible for the maintenance & repair of the Data Center &
networking system software/hardware, equipment’s and parts thereof mentioned in
the proposal and BSNL shall not be liable to interact with any of the partners/
collaborators or subcontractors of the SI.

1.5 It has to be ensured by the SI that it has back to back AMC agreements with all
associated SSPs/vendors. The copy of the agreements/OEM certificate shall be
supplied to the respective DC directly as per existing procedure. The copy of the
Back to Back agreement/OEM certificate for all items is to be provided to the BSNL
In-charge of data center.

2.0 Period of Validity of the Agreement

2.1 The Agreement shall remain in force for Six years after completion of warranty
period.

3.0 Maintenance Responsibilities of SI

3.1 The detailed responsibility of the SI from maintenance perspective are given below
in subsequent clauses, however, broadly the maintenance responsibility of SI shall
comprise:
3.1.1 Diagnose the fault/s in hardware, networking equipment, Data Center equipment,
system software and application software as and when they occur.
3.1.2 Rectify the faults detected.
3.1.3 Replace orRepair faulty equipment or part thereof or, replace with an equivalent
part.
3.1.4 Provide application/systems software related fixes / patches and/or work around to
resolve the application/system related faults.
3.1.5 Carry out preventive maintenance of hardware and system software every quarter.
3.2 The SI shall be responsible for maintaining the Data Center systems in such a
manner so as to provide an optimum level of performance & service.
3.3 Service availability will be maintained by the SI in accordance with the Uptime SLA
terms for hardware, network and applications as mentioned in this document.
3.4 The uptime of the hardware / network would be defined as availability of the
hardware to the application to perform its functions.
3.5 The uptime of the applications would be defined as availability of the applications in
conducting normal business.
634
3.6 Vendor shall provide an overall quarterly average Uptime report as given below on
the hardware configuration.
3.6.1 The Uptime would be measured as detailed below:
3.6.1.1 {[(Actual Uptime + Scheduled Downtime) / Scheduled Hours] x 100}
3.6.1.2 The above percentage will be averaged quarterly.
3.6.1.3 "Actual Uptime" means the aggregate number of hours in any month during
which each Machine / application, is actually available for use.Time lost due
to BSNL dependencies shall be waived off while calculating SLAs
3.6.1.4 Scheduled Downtime" means the aggregate number of hours in any month
during which each Machine / application, is down during Scheduled Hours,
due to preventive maintenance, scheduled outages, However for any
scheduled and planned outages, the SI will take prior approval from BSNL.
3.6.1.5 "Scheduled Hours" means the measurement period in a 24 x 7 manner i.e.
equivalent number of hours in six month excluding the downtime associated
to BSNL.

3.7 Any impairment of the Data Center infrastructure (due to reasons other than as
mentioned above) which results in creating backlogs in terms of data processing,
halting the rating &billing process, makes the billing application unavailable to
commercial offices, makes the CRM application unavailable to the CSRs etc., would
be solely attributable to the SI unless it is due to Force Majeure conditions and
BSNL dependency. Such impairment will attract the penalty clauses as per this
document.

3.8 If a BSNL user elect to continue the operation on a Machine or a module of the
application, when a part of Machine or other modules of the application is giving
problem, the commencement of downtime shall be deferred until the user/s
releases the Machine / applications or items of Machine / modules of the
applications or operating software respectively required by the engineers of
Technical Support Center to do remedial maintenance.

3.9 Machine / application downtime shall end when the Machine or application is
rectified and the system resumes normal functioning.

3.10 Down time will not be considered under the following conditions:
3.11 Failure by BSNL to take any specified action previously agreed with the Technical
Support Centre/ team of the SI.
3.12 Where BSNL has modified the software or hardware, without the prior consent of
the Technical Support Center/team of the SI.
3.13 Repair time due to operational errors.
3.14 Repair time due to failure caused by confirmed environmental conditions.

4.0 Technical Support Centre

4.1 The SI shall have a Support Centers collocated at the cities of location of Data
Centre to provide technical support. The SI shall furnish the names, locations,
complete postal address, Telephone numbers and email address of all support
Centers and the URL of the website for helpdesk purposes at the time of signing this
Agreement. Location of these support centers shall be such that it shall not take
more than one hour to reach the data centers. Alternatively, table space for SI
SPOC can be provided at BSNL Data center campus based on the request from the
SI.

635
4.2 Any change in Address, Phone number, mobile number, Email ID etc. shall have to
be intimated in writing by the SI to the concerned In charge of the BSNL Data
Center.

4.3 The SI shall ensure that all the Technical support centers are manned by fully
competent and responsible Engineers. It shall be:

(i) Capable of giving all types of necessary technical guidance/assistance over

phone to the respective Data Center In-charge or any other designated officers,
so authorized.
(ii) Capable of attending the faults at the BSNL sites whenever needed by deputing
competent technical expert.
(iii) SI Shall have a dedicated team of engineers at Data Center / Central location to
attend / coordinate the software, hardware & networking faults resolution.

4.4 The SI shall also ensure that Technical support Centers are manned and are able to
provide service to BSNL round the clock, all the seven days of the week throughout
the year. The level of service provided to BSNL shall not go down during night time
or due to any day being holiday, or for any other reason. SI shall provide support
from onsite and /or remotely and will be responsible for maintaining SLA. In case of
remote support proper access/ activity log to be maintained & to be submitted
periodically.

4.5 The SI shall be responsible to repair/replace the faulty cards/units/PCBs of any

system which is part of current AMC contract of the Data Center with an equivalent
good cards/units/PCBs during the period of AMC.

4.6 SI is advised to maintain spares at the Data center and/or at the central location to
meet the SLAs.

4.7 SI shall regularly obtain feedback about the health of the systems under its
jurisdiction from the Data Center in-charge of BSNL on a monthly basis and
maintain a proper record of such feedback. These shall be made available to the
technical experts nominated by the SI for analysis and such technical expert in turn
shall give adequate and proper guidelines / technical advice, process change
recommendations to the in-charge of BSNL Data Centers for taking necessary
preventive measure for reducing the frequency of such faults and also for
preventing such faults from re-occurring. This shall, however, not absolve the SI
from fulfilling his obligations under this agreement.

4.8 The SI shall provide Level I support from its support center with the provision for
escalation of Service issues. The Level 1 support staff shall be thoroughly trained in
the system and shall have access to the highest-level experts available from the SI.

4.9 The faulty modules/parts/cards shall be picked up by the SI from the Data Center
and returned after repairs or equivalent replacement The SI is advised to ensure
minimum number of manpower (resources) with appropriate skill sets and
experience as per the requirement to meet the SLAs.

5.0 Technical Support Procedure

5.1 The SI would need to have a Help Desk facility which would be the focal point for
registering fault/query and manage all calls with respect to the maintenance of the
equipment and applications. This Help Desk facility shall provide the desired input
information. The procedure for the Technical support is as per existing AMC process
document.

636
5.2 In case of any fault, abnormality in the system, partial or total failure of the system,
the officer in-charge/ designated official of the BSNL Data Center will immediately
access the helpdesk facility, maintained by the SI, for registering the fault. In case
of failure in registering the fault on the helpdesk, he shall contact the designated
Technical support In-charge of the SI stationed at the Data Center and give
information about the nature of fault. The Help Desk facility shall be maintained at
BSNL’s Data center.

5.3 In both the scenarios, where fault is registered online with helpdesk facility or
communicated to the SI over mobile/ phone/ E-mail, the help desk system shall
send E-mails to concerned data center in-charge confirming the receipt with details
of the registered faults including a reference/complaint number and a time/date
stamp.

5.4 The helpdesk facility shall manage & regularly update a history/record of all types of
faults for browsing/downloading/print out by the technical staff of BSNL & SI. It
shall also store & display typical operational problems, errors & their rectification
process. This is to allow the BSNL staff to rectify common problems in consultation
with the SI’s staff.

5.5 Accessing of the helpdesk facility shall be possible through web, phone via SMS etc.
Web access shall be restricted through proper user management. Proper login &
passwords shall be entered by user of different privileges to log into the helpdesk
system.

5.6 The Helpdesk facility shall make available online help facility of all related product
vendors where back to back agreement exist. The details of the helpdesk
procedures for various features shall be well documented & supplied to the Data
Center In-charges well in advance as per the existing AMC process document.

5.7 The time of reporting of the fault shall only be taken into consideration for
calculating the actual duration of faults.

5.8 Similarly, after rectification of fault a ‘Fault Rectification Details’ with the time of
registering, time of restoration, total duration of fault, severity level and other
details of the fault shall be automatically displayed in the helpdesk facility. This
shall tally with the Fault Rectification Form signed by the Data center in-charge. The
SI shall keep a record of all the fault rectification forms signed by the data center
in-charge for verification. The Fault Rectification form would have signatures of the
SI’s engineer as well.Manual maintenance of fault rectification form will be stopped
once helpdesk software tool is implemented

5.9 In case of any dispute arising regarding duration of fault etc, the Fault registration
details & fault rectification form, as maintained at the BSNL Data Center and the
SI’s Technical Support Center shall be the guiding documents to resolve the
dispute.

5.10 Technical instructions shall be given to the BSNL staff of the concerned Data Center,
over phone. If the fault is restored by following the instructions given over phone,
the Data Center In-charge will register the fault as closed in the helpdesk facility
after making suitable entries and after satisfying himself of the proper restoration of
the fault.

5.11 The SI shall also ensure visits of the expert and competent technical staff of the SI
in case the fault is not rectified to the satisfaction of BSNL even after following the
telephonic instructions and advice. In such a case, the elapsed time will count
towards fault restoration time/ system downtime.

637
5.12 Once the fault has been rectified and the system & services were restored to
normalcy, the visiting engineer of the SI shall record in the Data Center
Maintenance Log Book, the details of the works done by him for restoration of the
faults and also record the details of further steps to be taken. The visiting engineer
may mail for the same to the Data Centre in charge or to the concerned officers of
the Data Centre.

5.13 BSNL would provide remote access for applying and testing the fixes /patches of the
application software in development environment.

5.14 Upgrade/Updates/Patch/Release Management :

5.14.1 Vendor shall supply BSNL with Patches, Updates and software upgrades and
corresponding documentation from time to time as available. SI shall implement
new patches, Updates and upgrades in consultation with BSNL after analyzing the
implications and hardware compatibility.

5.14.2 Maintenance Services shall also include the provision of Third Party Software
upgrades, as made available by the Third Party Software manufacturer.

5.14.3 The SI shall follow A Patch Management/Release Management Procedure and share
the plan for the same with BSNL

5.14.4 All the Patches/upgrades/Releases prior to their application on the Production

Server need to be tested in the development/test Environment by the SI before
apply in production. All such tests need to be validated and signed off by BSNL
personnel before release for Production. SI shall apply such releases to Production
only after BSNL has approved and signed off all the tests for the
Patches/Releases/Upgrades.

5.14.5 The test Scenarios for testing of Patches/Upgrades/Releases shall be provided by

the SI and finalized in consultation with BSNL and add new scenarios for testing for
their satisfaction.

5.14.6 The Patches/Releases/Upgrades failing in Production post successful implementation

and after being under observation for one bill cycle will be treated as faults and will
be prioritized based on Severity Levels defined in this document. Each such failure
shall be categorized as per the situation arising out of such
Patches/Releases/Upgrades failure. For example any Patches/Releases/Upgrades
failure resulting in ‘CRM application failure affecting the availability of CRM
application’ will be treated as non-availability of the applications & penalty will be
imposed accordingly.

5.14.7 SI to provide BSNL all the necessary training/Knowledge Transfer required for the
Release/Patches/Upgrades.

5.14.8 Vendor/OEM shall provide Maintenance Services for the all the Upgrades and
Updates.

5.15 MAINTENANCE OF HISTORY SHEET AND LOG BOOKS:

The SI shall supply elaborate maintenance procedures and pro-forma of the history
sheet to every Data Center of BSNL, where its equipment’s are installed. The SI In-
charge, of the Data Center shall fill up the computerized history sheet containing
the statistics about the health of the equipment’s installed at the concerned Data

638
 Center and send a report to the DC In charge of BSNL and to Technical support
Center of the SI on monthly basis.

Fault booking tool/ portal may have inventory details of all equipment and
applications under AMC. While booking fault, there should be an option to select the
particular equipment/ application and following details can be entered like Date of
fault, Type of Fault, Old serial number, New Serial Number, Location, Equipment
Type and make. Purchaser should be able to view/download/ print history sheet of
any equipment as well as application at any time as per his requirement.

5.16 Helpdesk Utility

5.16.1 SI shall maintain a helpdesk utility to provide the following services apart from
functionalities mentioned above:

S.N. Help Desk Features

5.16.2 The web based Help Desk system available from internet and intranet would
be the focal point in providing Technical support services to BSNL. System
shall facilitate to track, log and escalate user service requests.
5.16.3 All Faults registered, shall be tracked in the helpdesk system till the cause of
the fault has been detected, repaired and equipment/application restored.
5.16.4 Categorization of the faults shall be configurable. Once the resolution time of
the faults gets over, it shall raise notification and escalation. The reports for
the same shall be available from the Help Desk system.
5.16.5 Provide a solutions database - Support staff can create a solution database
containing information that other support users and end users can access for
potential solutions to their problems or questions. The Help Desk system
shall be configurable for different access for users/user groups as per their
role. The entire database shall be able to be searched and shall output
records containing the search criteria.
5.16.6 It shall allow to submit and check the status of reported problems through
web interface based on complaint number, user name,
equipment/application name, fault category etc.

5.16.7 Manage the Entire Life-Cycle of Help Desk Calls

5.16.7.1 AMC support center of SI shall have quality complaint processes to facilitate
management of requests. The AMC Support Center shall respond to phone,
Email and on line requests for AMC Services in accordance with agreed terms
of the contract. AMC Team of SI shall be equipped with Service Desk with
sufficient manpower to record requests in the Help Desk system, which will
track the entire life cycle of the request, and will manage the opening,
assignment, acceptance, escalation, resolution and closing of the request.

5.16.7.2 AMC support center shall manage requests in a way that is transparent to
BSNL. During a request life cycle, the Service Desk shall make available
information regarding its status and will notify the state upon completion.

5.16.8 Prioritize Help Desk Calls

5.16.8.1 The SI shall employ a judicious approach to prioritize requests depending

upon the severity of the complaint received. The SI shall support different
priority targets depending upon the agreed level of business impact on a
particular support issue.

639
6.0 System Performance (Applications & Services excluding hardware)
Parameters
System Description Availaibility in (%)
Production & Business continuity volume copy 100%
Billing 99%
CRM 99%
EAI 99%
Service Provisioning/ Dunning 99%
Mediation 99%
Payment Management System 99%
Centralized Web Selfcare portal 24*7 basis 99%
Security modules (Server & Network) 99%
Partner management 99%
Enterprise reports 99%
Backup software 98%
DR Replication 98%
EMS 97%
RA/FMS 97%
DQ 97%
API Management 97%
IOBAS 99%

6.1 AMC penalties shall be levied on SOR item wise on software, all other software are
independent.

6.2 BSNL shall levy penalty for software application failure, in the event both production
and failover is completely not available for operations & business continuity.
System Maximum cumulative Penalty beyond max.
availability allowable non availability in a cumulative allowable non
quarter (Hrs.) availability in a Qtr.
100% 0 Refer clause 6.3 given below
99% 21.9 Refer clause 6.3 given below
98% 43.8 Refer clause 6.3 given below
97% 65.7 Refer clause 6.3 given below
6.3 In case a system (e.g. CRM application, Power Systems, etc.) is completely non-
available then the severity level shall be defined as per the system non-availability
calculated over a period of three months. The penalties in such cases shall be
imposed as indicated below

640
 SN Availability Range of non-availability Penalty
requirement

6.3.1 100% a. 99% to 100% in steps 0.5% of total quarterly

availability of 0.1% maintenance charge (QMC)
per 0.1% degradation

b. Less than 99% in steps 0.6% of total quarterly

of 0.1% maintenance charge (QMC)
per 0.1% degradation

6.3.2 99% a. 98% to 99% in steps of 0.9% of SOR quarterly

availability 0.1% maintenance charge (QMC)
per 0.1% degradation

b. Less than 98% in steps 1.0% of SOR quarterly

of 0.1% maintenance charge (QMC)
per 0.1% degradation

6.3.3 98% a. 97% to 98% in steps of 0.9% of SOR quarterly

availability 0.1% maintenance charge (QMC)
per 0.1% degradation

b. Less than 97% in steps 1.0% of SOR quarterly

of 0.1% maintenance charge (QMC)
per 0.1% degradation

6.3.4 97% a. 96% to 97% in steps of 0.9% of SOR quarterly

availability 0.1% maintenance charge (QMC)
per 0.1% degradation

b. Less than 96% in steps 1.0% of SOR quarterly

of 0.1% maintenance charge (QMC)
per 0.1% degradation

In case the % non-availability is a fraction of the 0.1, then the normal

rounding procedure will be deployed, i.e. Value less than 0.05 will be
waived off and value more than or equal to 0.05 will be considered as
0.1.

6.4 Systems for which the availability is 99% shall not be down for more than 21.9
hours in three months period however maximum allowed down time is 12 hours in a
month. If duration of fault exceed more than 12 hours in a month than for each
extra hours of delay in restoration, penalty will be based on clause 1B. In case a
single fault takes more than 4 hours to restore than the duration of fault exceed
more than 4 hours penalty will be based on clause 1B. Please refer penalty codes
given in clause 7.2.
6.5 Systems for which the availability is 98% shall not be down for more than 43.8
hours in three months period however maximum allowed down time is 18 hours in a
month. If duration of fault exceed more than 18 hours in a month than for each
extra hours of delay in restoration, penalty will be based on clause 1C.In case a
single fault takes more than 9 hours to restore than the duration of fault exceed
more than 9 hours penalty will be based on clause 1C. Please refer penalty codes
given in clause 7.2.
6.6 Systems for which the availability is 97% shall not be down for more than 65.7
hours in three months period however maximum allowed down time is 24 hours in a
month. If duration of fault exceed more than 24 hours in a month than for each

641
 extra hours of delay in restoration, penalty will be based on clause 2A.In case a
single fault takes more than 12 hours to restore than the duration of fault exceed
more than 12 hours penalty will be based on clause 2A. Please refer penalty codes
given in clause 7.2.

Percentage Maximum Maximum allowed Penalty beyond allowable time

availability allowed non non availability for a single fault incidence as
availability in a on a single fault well as for cumulative monthly
month (Hrs.) incidence (Hrs.) allowed time (**)
100% 0 0 1A
99% 12 4 1B
98% 18 9 1C
97% 24 12 2A
** Please refer penalty codes given in clause 7.2 below.
6.7 Hardware availability if goes down below 98% and oracle licenses are required
because of running applications in cluster hardware, then the cost involved has to
be borne by the bidder apart from penalties mentioned in this document.

6.8 A system shall be declared partially available due to software problem when the
volume of activity carried out by the system (e.g. number of customer orders
generated in CRM system) has fallen below 70% on a particular day compared to
daily average of that activity in the previous calendar month (excluding holidays)
Parameters which will be considered for ascertaining the partial availability will be:

6.8.1 Subscriber Billing

6.8.2 Billing functionality (tariff plan, discount, )
6.8.3 Subscriber Bill Printing
6.8.4 CDR Rating
6.8.5 CDR Collection
6.8.6 CRM
6.8.7 Service request
6.8.8 Service Provisioning
6.8.9 Storage data
6.8.10 Tape library access

6.9 Based on these parameters, Penalty for partial non availability shall be imposed as
per details given below:
% of partial availability Acceptable Range of Time Penalty
Time period period if fault
of fault exceeds the
rectification acceptable
time

6.9.1 Less than 50 % 6 hours More than 6 0.2% of total

availability of the and less than quarterly
system 12 hours maintenance
charge (QMC)
per hour delay

More than 12 0.3% of total

hours quarterly
maintenance
charge (QMC)
per hour delay

642
6.9.2 In between 50 % to 12 hours More than 12 0.1% of total
60% availability of and less than quarterly
system 24 hours maintenance
charge (QMC)
per hour delay

More than 24 0.2% of total

hours quarterly
maintenance
charge (QMC)
per hour delay

6 % to
In between 60 24 hours More than 24 0.05% of total
70% availability of hours and less quarterly
system than 48 hours maintenance
6.9.3 charge (QMC)
per hour delay

More than 48 0.1% of total

hours quarterly
maintenance
charge (QMC)
per hour delay

Delay will be counted

6 in steps of one hour. More than half hour of delay will
be treated as .one hour delay.
6
6
3

7.0 Functional SLAs:

7.1 If the successful Bidder fails to maintain following functional SLAs within specified
period/timelines as mentioned below, from the time of raising of docket/complaint,
the applicable penalty shall be as per penalty code mentioned against the same:
7.1.1 Provisioning: Ageing of Fall out of Provisioning Orders for all services rendered by
BSNL
SLA Parameter Description Service Level Penalty
Code

Provisioning : Target: 99 % clearance in 7 99 % Nil

seven days clearance <=
Ageing of Fall out of
7 days
Provisioning Orders for
all services rendered by 99 % 3C
BSNL If the fallouts could not be cleared
clearance in 8
due to data issues which are
to 10 days
awaiting BSNL inputs then they will
not be counted in the pending list. 99 % 3B
clearance in
11 to 15 days

99 % 3A

643
 clearance in
more than 15
days

7.1.2 Provisioning: Dunning (Bulk temporary Disconnection – OG and IC)

SLA Parameter Description Service Level Penalty

Code

Provisioning : Target: 1,00,000 disconnection 1,00,000 Nil

per hour during non-business disconnection per
Dunning (Bulk
hours considering dunning will be hour during non-
temporary business hours
running during non business
Disconnection –
hours with the assumption that
OG and IC) 90000 to 100000 3C
10% of customers falls under this
category. disconnection per
hours during non-
business hours

Exclusions: 80000 to 90000 3B

disconnection per
1) Errors due to Telecom
hours during non-
Switch/Network issues will not be
business hours
counted.
70000 to 80000 3A
2) Fallouts due to BSNL reasons.
disconnection per
hours during non-
business hours

7.1.3 Provisioning: Restoration of disconnected services after payment receipt in PMS

application

SLA Parameter Description Service Level Penalty

Code

Provisioning : Target: 100% in near 100% in near real- Nil

real-time (maximum time (maximum
Restoration of
within one hour). within one hour).
disconnected services after
payment receipt in PMS 100% within 1 to 2 3C
application hour after payment
Exclusions:
done by customer
1) Errors due to Telecom
100% within 2 to 3 3B
Switch/Network issues will
hours after payment
not be counted.
done by customer
2) Fallouts due to BSNL
100% within 3 to 4 3A
reasons.
hours after payment
done by customer

7.1.4 Provisioning: Maximum time taken for updating of data after bug fixing in
provisioning system

644
SLA Parameter Description Service Level Penalty
Code

Provisioning : Target: within 3 days for within 3 days for Nil

simple change, 5 days for simple change, 5
Maximum time taken
medium change, 12 days for days for medium
for updating of data complex change change, 12 days for
after bug fixing in complex change
provisioning system
3C
Exclusions: Additional 1 to 5
days
1) Data will be updated across
the modules based on the
3B
severity level mutually agreed
between SI and BSNL as given Additional 6 to 8
below: days

Simple - Involving one

system/module for data 3A
updation,

Medium - Involving two

systems/modules for data
updation,

Complex - Involving more than Additional 9 or more

two systems/modules for data days
updation.

2) Time would be counted for

any data updation after
complete inputs / requirements
are given by BSNL/SI.

7.1.5 Billing: Maximum time taken to upload customer payment information to billing
system from the time of batch creation in the Payment Management System (PMS)

SLA Parameter Description Service Penalty

Level Code

Billing: Target: updation from 98% updation Nil

PMS to Billing in Near in billing in
Maximum time taken to upload
Real time i.e. 98% 1/2 hour
customer payment information to
updation in billing in window
billing system from the time of
1/2 hour window
batch creation in the Payment 97% updation 3C
Management System (PMS) in billing in
1/2 hour
window

96% updation 3B
in billing in
1/2 hour
window

<96% 3A
updation in
645
 billing in 1/2
hour window

7.1.6 Billing: Maximum time in which billing information (invoices, payments, unbilled
usage, OS) gets uploaded into CRM/PMS/IVRS/CWSC/All India Portal

SLA Parameter Description Service Penalty

Level Code

Billing: Target: 99 % 99 % in 8 Nil

in 8 hrs hrs
Maximum time in which billing information
window window
(invoices, payments, unbilled usage, OS) gets
uploaded into CRM/PMS/IVRS/CWSC/All India 99% in > 3C
Portal. Time will be counted from generation of 8 hrs and
BIF copy except for AIP. < 16 hrs

99% in > 3B
16 hrs and
< 24 hrs

99% in > 3A
24 hrs

7.1.7 Billing: Number of occurrences where the bill cycle run spills over the window
period assigned for billing (5 lakh bills per hour during non production hours
starting 10 pm to 4 am)

SLA Parameter Description Service Level Penalty

Code

Billing: Target: 5 lakh bill 5 lakhs bill per Nil

per hour during hour during non
Number of occurrences where the bill
non production production hours
cycle run spills over the window hours
period assigned for billing (5 lakh bills below 98 % of 3C
per hour during non production agreed SLA
hours starting 10 pm to 4 am)
below 97% of 3B
agreed SLA

below 96% of 3A
agreed SLA

7.1.8 Billing: Maximum time taken to post summary entry into GL (into Accounting
system)

SLA Parameter Description Service Penalty

Level Code

Billing: Target: The SLA is having the <1% Nil

batch feed failures as <1%
Maximum time taken to post 1-2% 3C
within 8 hrs for all feed files.
summary entry into GL (into
2-3% 3B

646
Accounting system) 3A
>3%

7.1.9 Billing & Rating: Maximum time to rate mediated CDRs/IPDRs (Average 2000
CDRs/ sec )

SLA Parameter Description Service Level Penalty

Code

Billing & Rating: Target: Average 2000 <1% Nil

CDRs/ sec
Maximum time to rate below 100% to 98% 3C
mediated CDRs/IPDRs of agreed SLA

(Average 2000 CDRs/ sec ) below 98% to 96% 3B

of agreed SLA

below 96% of agreed 3A

SLA

7.1.10 Mediation: Maximum time taken by mediation to process 99% of CDR/IPDRs

received at input mediation and send to rating engine of the billing system.

SLA Parameter Description Service Level Penalty

Code

Mediation: Target: Less than Less than 15min Nil

15min from the time from the time the
Maximum time taken by
the CDR/IPDRs are CDR/IPDRs are
mediation to process 99% of
collected by the collected by the
CDR/IPDRs received at input
mediation mediation
mediation and send to rating
engine of the billing system. 97% to 99% 3C
processed
1. Measured from the
CDRs/IPDRs within
time file is received at
the permissible limit
the input of mediation.
of 15min.
2. This will not include
95% to 97% 3B
the error CDRs/ IPDRs
processed
going into the error
CDRs/IPDRs within
bucket.
the permissible limit
3. Error CDRs/IPDRs of 15min.
files should be
below 95% 3A
reprocessed within 24
processed
hrs.
CDRs/IPDRs within
the permissible limit
of 15min.

7.1.11 Mediation: Rating not proper due to mediation configuration related errored
CDR/IPDR as a percentage of total number of processed CDR/IPDRs.

647
SLA Parameter Description Service Penalty
Level Code

Mediation: Target: <=1% Per Nil

month <1%
Rating not proper due to
mediation configuration related
errored CDR/IPDR as a >1% to 3C
Subject to the conditions: <=2% rating
percentage of total number of
processed CDR/IPDRs. errors per
1. Switch generated Errors
month
are not to be included in
this SLA. > 2% and < 3B
=5% rating
2. Configuration errors due
errors per
to wrong data provided by
month
switch In-charges are not
to be included. 3A
3. The errors due to
providing the TGP
configuration data given by > 5% rating
Switch In-charge with errors per
delay. month

7.1.12 Billing: Rating not proper due to billing engine configuration related errored
CDR/IPDR as a percentage of total number of processed CDR/IPDRs.

SLA Parameter Description Service Level Penalty

Code

Billing: Target: <=1% <1% Nil

Per month
Rating not proper due to billing engine >1% to <=2% 3C
configuration related errored CDR/IPDR as rating errors
a percentage of total number of processed per month
CDR/IPDRs.
> 2% and < 3B
=5% rating
errors per
month

> 5% rating 3A
errors per
month

7.1.13 EAI: Orders processed per Month.

SLA Description Service Level Penalty

Parameter Code

648
EAI: Target: 99% of total transactions 99% of total Nil
should be Successful. transactions
Orders
should be
processed per
Successful.
Month.
Successful Transaction percentage =
Between >97% 3C
((Total Transactions processed per Month
and <99%
- Total Failed Transactions per
success
Month)/Total Transactions processed per
Month)*100). Between >95% 3B
and <97%
success

Less than 95 % 3A
success

7.1.14 EAI/ Provisioning: Clearance of Fall out of Provisioning Orders for all services
rendered by BSNL.

SLA Parameter Description Service Penalty

Level Code

EAI/ Provisioning: Target: 98 % cleared in 8 98 % Nil

Clearance of Fall out of hours. cleared in 8
Provisioning Orders for all hours
services rendered by BSNL.
98 % 3C
1. If the fallouts could not be
cleared in 8
cleared due to data issues which
to 16 hours
are awaiting BSNL inputs then
they will not be counted in the 98 % 3B
pending list. cleared in
16 to 24
2. As SI is supporting and sharing
hours
the fallouts along with ITPC, SI
will be responsible only for the 98 % 3A
fallouts owned by SI. cleared in >
24 hours

7.1.15 ER /ETL: Timely data updation of identified critical reports that are refreshed as
per agreed schedule

SLA Parameter Description Service Penalty

Level Code

ER /ETL: Target: 98 %. 98 % cleared Nil

as per agreed
Timely data updation of
schedule
identified critical reports
1. If the fallouts could not be
that are refreshed as per Between > 3C
agreed schedule cleared due to data issues which
95% and <
are awaiting BSNL inputs then they
98%
will not be counted in the pending
list. Between > 3B
90% and <
2. As SI is supporting and sharing
95%
the fallouts along with ITPC, SI will
649
 be responsible only for the fallouts 3A
< 90%
owned by SI.

7.1.16 IOBAS: Percentage of Invoices that are generated within specified date: regular
billing - Drafts by 5th and Final by 10th of the month

SLA Parameter Description Service Penalty

Level Code

IOBAS: Percentage of Target: 98% generation of draft 98% Nil

Invoices that are generated invoices by 5th of month and generation
within specified date: final by 10th of month of draft
regular billing - Drafts by invoices by
5th and Final by 10th of the 5th of
month BSNL will provide the followings: month and
final by
1) Draft shall be issued even in case 10th of
there are missing files. month
2) MOU details have to be filled in Additional 1 3C
the portal by 5th of the month. day for
draft/final in
3) Technical signoff from
a month
circle/state (w.r.t Mediation files) is
required for generating draft Additional 2 3B
invoices. Feedback are expected to 5 days
from POI in-charge within 48hrs. for
4) Financial Sign off from draft/final in
circle/state for the generation of a month
final invoices to be provided by 7th 3A
5) If the dates mentioned above
happens to be BSNL Holiday then
next working day has to be counted More than 5
for SLA review. days for
draft/final in
6) Invoice generation dates to be
a month
considered for SLA to be taken as
the date in which invoice is
generated not the date as published
in the invoice PDF.

7.1.17 Change Request for existing services

SLA Description Service Level Penalty

Parameter Code

Change Target: 2 days for simple 2 days for simple change, Nil
Request for change, 5 days for medium 5 days for medium
existing change, 15 days for complex change, 15 days for
services complex

Additional 1 to 5 days for 3C

Subject to the conditions:
all types of tickets
1. Changes in Switch / Patch / (simple/Medium/Complex)

650
 Network parameters / Additional 6 to 10 days for 3B
documentation are to be provided all types of tickets
by BSNL and the time will be
considered from the point of which More than additional 10 3A
the full information is obtained days for all types of
from BSNL. tickets

2. Maximum Count of expected

tickets per manpower per month :
Simple - 3, Medium - 1, Complex –
1

[Note: As per the calculation, 2*3

(Simple) = 6 Days; 5*1 (Medium)
= 5 Days; 15*1 (Complex) = 15
Days; Total work = 26 Days per
month (Max)]

3. Bugs will be fixed and delivered

(in a month) across the module
based on the priority mutually
agreed between SI and ITPC.

4. Time would be counted for any

bug after complete inputs /
requirements are given by BSNL
and it is signed off by both SI and
BSNL

5. Vendor or product engineering

dependent bugs will be exempted
from this SLA

6. SLA timeline will be considered

till delivery of solution to T&D only.
Release to production as per
release management process and
will not be considered under this
SLA.

7.1.18 Preventive maintenance

SLA Description Delay Penalty

Parameter Code

Preventive Preventive maintenance as per agreed < 7 days Nil

maintenance schedule.
7 to 15 days 3B

3A
>15 days

7.1.19 Submission of Root Cause Analysis (RCA) reports

SLA Description Service Level Penalty

651
 Parameter Code

Submission of Target: Average within 7 Working days <=7 Working Nil

Root Cause from the date of resolution days
Analysis (RCA)
reports 3C

For all incidents (Bug fixes, L3 dockets etc.) >7 Working

resolved, SI to submit RCA reports. days

7.1.20 Anti-virus (AV) signature update

SLA Description Service Level Penalty

Parameter Code

Anti-virus Target: Latest AV signature to be >=98% Nil

(AV) installed on at least 98% of all applicable
signature components. >= 97% &< 3C
update 98%

>= 96% &< 3B

Availability of latest AV signature on the 97%
system components.
Below 96% 3A

Note :-
1. Maximum combined penalty is to be capped at 10% total quarterly maintenance
charge (QMC) for all the functional SLAs mentioned in the table 7.1 above.
2. Maximum penalty is to be capped at 5% of total QMC value for each of the
functional SLAs mentioned in the table 7.1 above.The penalties shall be levied only
if the delay is for reasons solely and entirely attributable to Supplier/SI/Bidder and
not for delay due to reasons attributable to Purchaser and/or its other vendors or
due to reasons of Force Meajure

7.2 Penalty codes given above are defined below. These penalties shall be imposed for
every occasion, Severity Level wise Penalty per hour or per day of delay are given
below:

Fault Severity Level Per Occasion Penalty per day or per

hour of delay

7.2.1 1A Rs. 2,00,000/ hour

7.2.2 1B Rs. 1,50,000/ hour

7.2.3 1C Rs. 25,000/ hour

7.2.4 2A Rs. 11,000/ hour

7.2.5 2B Rs. 8,000/ hour

7.2.6 2C Rs. 4,000/ hour

7.2.7 3A Rs. 1,00,000/ day

7.2.8 3B Rs. 50,000/ day

652
 7.2.9 3C Rs. 25,000/ day

7.2.10 1. Delay will be counted in steps of one hour. More than half hour
of delay will be treated as one hour delay.
2. Delay will be counted in steps of one day. More than 12 hour of
delay will be treated as one day delay.

7.3 System (Hardware) availability

Penalties for mal-functioning of Data Center hardware equipment or other

equipment will be associated as per the severity level of the faults as described
below:

Total accepted
down time in
Resolution
3 months for Penalty
Type of Problem time per
individual code
incidence
hardware
equipment

7.3.1 Storage

7.3.1.1 Enterprise storage array 12 6 1C

7.3.1.2 FCIP Routers 12 6 1C

7.3.1.3 Disk Library and Tape library 12 6 1C

7.3.1.4 Total storage area network

not available (eg. Complete
immediate immediate 1A
storage array not available)
stopping all DC operations.

DC or Blade or Midrange
7.3.2
Servers

7.3.2.1 One or more CPU down in a

Enterprise class Server
96 48 2C
without affecting
performance

7.3.2.2 One CPU down in a

Enterprise class Server and 48 24 2B
affecting performance

7.3.2.3 Multiple CPU in a Enterprise

Server down affecting 24 12 2A
performance

7.3.2.4 Complete Enterprise Server

12 6 1C
down

7.3.2.5 Complete Blade, Mid-range

48 24 2B
Server down

653
7.3.2.6 One or more Virtual Partition
is down and the Application
48 24 2C
working smoothly in the
Failover Partition

7.3.3 Network

7.3.3.1 Core Switch faulty 12 6 2A

7.3.3.2 Managed Switches faulty 48 24 2C

7.3.3.3 Backbone Router down 12 6 1C

7.3.3.4 Data Center Router down 12 6 1C

7.3.3.5 Firewall 12 6 1C

7.3.3.6 Network security devices

24 12 2A
(other than Firewall)

7.3.3.7 Total Network services are

down (eg. Both core
immediate immediate 1A
switches /Firewall are down)
stopping all DC operations.

7.3.4 Power system

UPS (One or more than one

UPS in either bank is faulty
7.3.4.1 48 24 2A
without affecting system
availability criterion)

UPS (One or more than one

7.3.4.2 UPS is down affecting 24 12 1B
system availability criterion)

7.3.4.3 UPS (No supply available) immediate immediate 1A

Cabling fault within the Data

Centre affecting availability
7.3.4.4 of core application 12 6 1C
(excluding Work station LAN
cabling )

7.4 Over and above the faults defined above, there would be minor faults which do not
fully make the system un-operational e.g. Cluster hardware needing repair or
replacement of part, Application needing proper solution instead of a work around
etc. Such faults shall also be rectified. In the event of such faults are not repaired
within 120 hours (excluding BSNL holidays), the SI would be charged a penalty as per
Severity Level 2C if such faults are not resolved.
7.5 In case of any fault, not mentioned in the table above, affects the functionality of the
data center in any way shall be treated as per the severity level that will be mutually
discussed and agreed between SI and BSNL along with the resolution time.
7.6 The time for restoration of fault will be counted from the time of reporting to the help
desk

654
7.7 The penalty shall be deducted from the quarterly bills. The maximum value of penalty
for fault in Data Center shall not exceed 20% of quarterly maintenance amount
applicable for that three month period.

8 AMC Charges and Payments

8.1 The charges for AMC will be as given in the purchase order.

8.2 BSNL shall not pay any charges in advance. Bills for AMC shall be settled and paid by
BSNL on quarterly basis.

8.3 All payments shall be made by the Data Center In-charge based on the fault report
received from the different modules leads of Data Center, after deducting penalties if
any.

9 Force Majeure

9.1 Neither BSNL nor the SI shall be liable to the other for any delay in or failure of
performance of their respective obligation under the agreement caused by
occurrences beyond the control of BSNL or the SI including but not limited to fire
(including failure or reductions), acts of God, acts to the public enemy, war,
insurrections, riots, strikes, lockouts, sabotage, lightening ,any law, status or
ordinance, thereof of any other local authority, or any compliance therewith or any
other causes, contingencies of circumstances similar to the above. Either party shall
promptly but not later than twenty days thereafter notify the other of the
commencement, and cessation of such contingencies, and if such contingencies
continue beyond three months. Both parties agree upon the equitable solution for
termination of this agreement or otherwise decide the course of action to be
adopted.

10 Disputes & Arbitration

10.1 Disputes and Arbitration shall be governed by following clauses

10.1.1 In the event of any question, dispute or difference arising

under this agreement or in connection there-with (except as to the matters, the
decision to which is specifically provided under this agreement), the same shall be
referred to the sole arbitration of the CMD, BSNL or in case his designation is
changed or his office is abolished, then in such cases to the sole arbitration of the
officer for the time being entrusted (whether in addition to his own duties or
otherwise) with the functions of the CMD, BSNL or by whatever designation such an
officer may be called (hereinafter referred to as the said officer), and if the CMD or
the said officer is unable or unwilling to act as such, then to the sole arbitration of
some other person appointed by the CMD or the said officer. The agreement to
appoint an arbitrator will be in accordance with the Arbitration and Conciliation Act
1996. There will be no objection to any such appointment on the ground that the
arbitrator is a Government Servant or that he has to deal with the matter to which
the agreement relates or that in the course of his duties as a Government Servant
he has expressed his views on all or any of the matters in dispute. The award of the
arbitrator shall be final and binding on both the parties to the agreement. In the
event of such an arbitrator to whom the matter is originally referred, being
transferred or vacating his office or being unable to act for any reason whatsoever,
the CMD, BSNL or the said officer shall appoint another person to act as an
arbitrator in accordance with terms of the agreement and the person so appointed
shall be entitled to proceed from the stage at which it was left out by his
predecessors.
655
10.1.2 The arbitrator may from time to time with the consent of both the parties enlarge
the time frame for making and publishing the award. Subject to the aforesaid,
Arbitration and Conciliation Act, 1996 and the rules made there under, any
modification thereof for the time being in force shall be deemed to apply to the
arbitration proceeding under this clause.

10.1.3 The venue of the arbitration proceeding shall be the office of the CMD, BSNL, New
Delhi or such other places as the arbitrator may decide.

10.2 Any party shall not use any information obtained from other party during the course
of dispute resolution process under this clause for any purpose other than to resolve
the dispute and such information shall not be used in any litigation.

10.3 Both parties shall use their best efforts in good faith and best intention to resolve
disputes by mutual negotiation and consultation and shall settle amicably any
dispute that may arise or relate to this agreement or a breach thereof. Pending
resolution of a dispute, the SI shall continue to fulfill its obligations under this
agreement.

11 Termination of AMC

11.1 Notwithstanding anything contained in Dispute and Arbitration Clause No. 9 above,
it is expressly agreed and understood that BSNL at its sole discretion will terminate
the agreement in case of following contingencies:

11.1.1 If BSNL finds the services of the SI during AMC period are not as per the committed
SLAs for two consecutive half year period, it reserves the right to terminate the
AMC during its validity period, after giving three months’ notice to the SI.

11.1.2 If for any reason whatsoever, the SI is not able to perform their part under this
agreement for continuous period of ten days or more for restoring any critical
service which is affecting core applications of Data Centre.

11.1.3 If BSNL is required to pay any damages and/or compensation and/or any payment
to the third party for any negligent action solely on part of the SI.

11.1.4 If the SI is unable to give proper account of tools, equipment's etc, entrusted to
them for their custody and fail to return when demanded for the execution of work
under this agreement.

11.1.5 In case, BSNL decides to terminate the contract because of the bad performance of
the SI, the AMC charges will be paid/ recovered on pro-rata basis. Recovery amount
will also include any penalties already levied in the respective six months period.

11.1.6 After the expiry of annual maintenance contract, it shall be optional for BSNL to
further enter into AMC contract with the contractor. In such circumstances, BSNL
may purchase the spare parts /sub-assemblies /printed circuit boards etc from the
SI. For this reason the bidder shall quote, in the bid the price of these parts /sub-
assemblies, etc to be paid by BSNL at that time.

12 Set off

12.1 Any sum of money due and payable to the SI (including security deposit refundable
to him) under this contract may be appropriated by the BSNL and set off the same
against any claim of BSNL for payment of a sum of money arising out of this contract
or under any other contract made by the SI with BSNL.
656
IN WITNESS WHEREOF the parties hereto have caused this Agreement to be executed
through their respective authorized representatives on the day and year first above
written.

Signed and delivered for and on behalf of BHARAT SANCHAR NIGAM LIMITED.

By____________

Signed on behalf of M/s._____________________________________________

By Shri. ______________________________ holder of General Power of Attorney
dated______________ executed in accordance with the Resolution
No………………………………………………………………………………………………………………………………….… dated
……………………………… passed by Board of Directors.

In the presence of:

Witness:
1_____________________

3. _____________________

657
 SECTION- 6 Part A

UNDERTAKING & DECLARATION Performa

for Understanding the Terms & Conditions of tender & Specifications of Work

A) Certified that:

1. I/ We ……………………………………. have read, understood and agree with all the terms
and conditions, specifications included in the TENDER documents & offer to execute
the contract at the rates quoted by us in the TENDER form.

2. If I/ We fail to enter into the agreement & commence the contract in time the EMD/
SD deposited by us will stand forfeited to the BSNL.

B) The Bidder hereby covenants and declares that:

1. All the information, Documents, Photo copies of the Documents/ Certificates enclosed
along with the TENDER offer are correct.
2. If anything is found false and/or incorrect and/or reveals any suppression of fact at
any time, BSNL reserves the right to debar our tender offer/ cancel the LOA/
Purchase/ work order if issued and forfeit the EMD/ SD pending with BSNL. In
addition, BSNL may debar the Bidder from participation in its future TENDERs.
3. No addition/ deletion /correction have been made in the downloaded tender document
being submitted and it is identical to the tender document appearing on website.
In case of any correction/addition/alteration/omission in the TENDER document, the
TENDER bid shall be treated as non-responsive and shall be rejected summarily

Date: …………… …………………………………

Signature of Bidder

Place: …………… Name of Bidder……………………………….

Along with date & Seal

658
 SECTION 6 PART B

NEAR RELATIONS CERTIFICATE

(Certificate to be given by the Bidder in respect of status of employment of his/ her near
relative (s) in BSNL)

“I……………………………………….s/o…….…………………………………….r/o………………………………………………
………………………………………………………………………………………………………………………………….hereby
certify that none of my relative(s) as defined in the Tender Document is/are employed in
BSNL unit as per details given in Tender Document. In case at any stage, it is found that
the information given by me is false / incorrect, BSNL shall have the absolute right to take
any action as deemed fit/without any prior intimation to me.”

Signature of the Bidder

with date and seal

659
 SECTION 7 (A)
For the BIDSECURITY/ EMD Guarantee
(To be typed on Rs.100/- non-judicial stamp paper)

Dated: dd.mm.yyyy
Sub: Bid Security/EMD guarantee.

Whereas M/s …………………………… office/at ……………… ………… ………………………………………

(Hereafter referred to as Bidder) has approached us for giving Bank Guarantee of Rs.
……………………/- (hereafter known as the “B. G. Amount”) valid up to …../……/ 20…..
(hereafter known as the “Validity date”) in favour of DGM (MMT) BSNL CO, Delhi
(Hereafter referred to as BSNL) for participation in the tender of work of
…………………………………………….. vide tender no. ………………………………….
Now at the request of the Bidder, We ……………………………………… Bank
…………………………Branch having ………………………………………… ………. .…………………………………….
(Address) and Regd. office address as ………
………...……………………………………………………………………… ……… ……… …………… (Hereinafter called
‘the Bank”) agrees to give this guarantee as hereinafter contained:

2. We the Bank do hereby undertake to pay the amounts due and payable under this
guarantee without any demur, merely on a demand from the BSNL stating that the
amount claimed is due by way of loss or damage caused to or would be caused to or
suffered by the BSNL by reason of breach by the said bidder(s) of any of terms or
conditions contained in the said Agreement or by reason of the bidder (s) failure to
perform the said Agreement. Any such demand made on the bank shall be conclusive
as regards the amount due and payable by the Bank under this guarantee where the
decision of the BSNL in these counts shall be final and binding on the bank. However,
our liability under this guarantee shall be restricted to an amount not exceeding the
“B. G. Amount”.

3. We undertake to pay to the BSNL any money so demanded notwithstanding any

dispute or disputes raised by the bidder(s) in any suit or proceeding before any court
or tribunal relating thereto our liability under this present being absolute and
unequivocal. The Payment so made by us under this bond shall be valid discharge of
our liability for payment there under and the bidder(s) shall have no claim against us
for making such payment.

4. We the Bank further agree that the guarantee herein contained shall remain in full
force and effect during the period that would be taken for the performance of the said
agreement and that it shall continue to be enforceable till all the dues of the BSNL
under or by virtue of the said Agreement have been fully paid and its claims satisfied
or discharged or till BSNL Certifies that the terms and conditions of the said
Agreement have been fully and properly carried out by the said bidder(s) and
accordingly discharge this guarantee. Unless a demand or claim under this guarantee
is made on us in writing or before the expiry of Validity date from the date hereof, we
shall be discharged from all liability under this guarantee thereafter.

5. We the Bank further agree with the BSNL that the BSNL shall have the fullest liberty
without our consent and without affecting in any manner our obligations hereunder to
vary any of the terms and conditions of the said Agreement or to extend time of
performance by the said bidder(s) from time to time or to postpone for any time or
660
 from time to time any of the powers exercisable by the BSNL against the said
bidder(s) and to forbear or enforce any of the terms and conditions relating to the
said agreement and we shall not be relieved from our liability by reason of any such
variation, or extension being granted to the said Bidder(s) or for any forbearance, act
or omission on the part of the BSNL or any indulgence by the BSNL to the said
bidder(s) or by any such matter or thing whatsoever which under the law relating to
sureties would, but for this provision, have effect of so relieving us.

6. Notwithstanding anything herein contained:

(a) The liability of the Bank under this guarantee is restricted to the “B. G. Amount”
and it will remain in force up to its Validity date specified above.
(b) The guarantee shall stand completely discharged and all rights of the BSNL
under this Guarantee shall be extinguished if no claim or demand is made on us
in writing on or before its validity date.

7. In case BSNL demands for any money under this bank guarantee, the same shall be
paid through banker’s Cheque in favour of “AO (Cash) BSNL CO” payable at New
Delhi.
8. The Bank guarantees that the below mentioned officer who have signed it on behalf
of the Bank have authority to give this guarantee under its delegated power.

Place: ……………………………

Date: ………………………….. (Signature of the Bank Officer)

Rubber stamp of the bank

Authorized Power of Attorney Number: ……………….

Name of the Bank officer: ……………………………..
Designation: ……………………………………
Complete Postal address of Bank: ……………………
………………………………………………………………
Telephone Numbers ……………………………..
Fax numbers……………..

661
 Section7(B)

Format for the Performance Bank Guarantee

(To be typed on Rs.100/- non-judicial stamp paper)

Sub: Performance guarantee.

Whereas AGM (MM) BSNL CO, Delhi office at …………………………..…………

…………………..(hereafter referred to as BSNL) has issued an APO no. …………..………. Dated
……/……/20….. awarding the work of …………… …… … ………………………………….. to M/s
…………………..…………………………… R/o ………………………………………………………………… (hereafter
referred to as “Bidder”) and BSNL has asked him to submit a performance guarantee in
favour of DGM(MMT) BSNL CO, Delhi of Rs. …………..……/- (hereafter referred to as “P.G.
Amount”) valid up to ……/……/20………(hereafter referred to as “Validity Date”)

Now at the request of the Bidder, We ……………………………………… Bank

…………………………Branch having ……………………..…………………… ………. .…………………………………….
(Address) and Regd. office address as ………
………...……………………………………………………………………… ……… ……… …………… (Hereinafter called
‘the Bank”) agreed to give this guarantee as hereinafter contained:

2. We, “the Bank” do hereby undertake and assure to the BSNL that if in the opinion
of the BSNL, the Bidder has in any way failed to observe or perform the terms and
conditions of the said agreement or has committed any breach of its obligations
there-under, the Bank shall on demand and without any objection or demur pay to
the BSNL the said sum limited to P.G. Amount or such lesser amount as BSNL may
demand without requiring BSNL to have recourse to any legal remedy that may be
available to it to compel the Bank to pay the same.

3. Any such demand from the BSNL shall be conclusive as regards the liability of
Bidder to pay to BSNL or as regards the amount payable by the Bank under this
guarantee. The Bank shall not be entitled to withhold payment on the ground that
the Bidder had disputed its liability to pay or has disputed the quantum of the
amount or that any arbitration proceeding or legal proceeding is pending between
Bidder and BSNL regarding the claim.

4. We, the Bank further agree that the guarantee shall come into force from the date
of its issue and shall remain in full force and effect up to its Validity date.

5. The Bank further agrees that the BSNL shall have the fullest liberty without the
consent of the Bank and without affecting in any way the obligations hereunder to
vary any of the terms and conditions of the said agreement or to extend the time
for performance of the said agreement from any of the powers exercisable by BSNL
against the Bidder and to forebear to enforce any of the terms and conditions
relating to the said agreement and the Bank shall not be relieved from its liability by
reason of such failure or extension being granted to Bidder or through any
forbearance, act or omission on the part of BSNL or any indulgence by BSNL to
Bidder or any other matter or thing whatsoever which under the law relating to
sureties would but for this provision have the effect of relieving or discharging the
guarantor.

6. Notwithstanding anything herein contained ;

(a) The liability of the Bank under this guarantee is restricted to the P.G.
Amount and it will remain in force up to its Validity date.

662
 (b) The guarantee shall stand completely discharged and all rights of the BSNL
under this Guarantee shall be extinguished if no claim or demand is made on
us in writing on or before its validity date.

7. In case BSNL demands for any money under this bank guarantee, the same shall be
paid through banker’s Cheque in favour of “AO (Cash) BSNL CO” payable at New
Delhi.

8. The Bank guarantees that the below mentioned officer who have signed it on behalf
of the Bank have authority to give this guarantee under its delegated power.

Place: ……………………………

Date: ………………………….. (Signature of the Bank Officer)

Rubber stamp of the bank

Authorized Power of Attorney Number: ……………….

Name of the Bank officer: ……………………………..
Designation: ……………………………………
Complete Postal address of Bank: ……………………
………………………………………………………………
Telephone Numbers ……………………………..
Fax numbers ……………………………….

663
 Section7(C)

Format for Letter of Authorization for attending Bid Opening

(To be typed preferably on letter head of the company)

Subject:Authorization for attending Bid opening

I/ We Mr. /Ms. …………………………………….. have submitted our bid for the tender no.
………………………….……… in respect of …………………… …………………………………………………………..
(Item of work) which is due to open on …………………. (date) in the Meeting Room, O/o
………………………………………………………………………………….

We hereby authorize Mr. / Ms. ………………………………& Mr. / Ms…………….………… (alternative)

whose signatures are attested below, to attend the bid opening for the tender mentioned
above on our behalf.

…………………………………….
Signature of the Representative

Name of the Representative

…………………………………….
Signature of the alternative Representative
…………………………………………..
Name of the alternative Representative

Above Signatures Attested

Signature of Bidder/ Officer authorized to sign

on behalf of the Bidder

Note 1: Only one representative will be permitted to attend the Bid opening

2. Permission for entry to the hall where bids are opened may be refused in case
authorization as prescribed above is not received.

664
 SECTION 7 (D)

Model Amendment Letter Intimating Conditions for Extension of Delivery Period

(Refer to Appendix (a) to clause 15.3 of Section-5 Part A)
Registered A Due

Address of the purchaser

--------------------------------
--------------------------------
To
M/s ………………………………..
………………………………………
Sub: This office contract no………….. dated …………. placed on you for supply of
…………………………………………………………………….
Ref :Your letter no……………………………… dated ……………….
We are in receipt of your letter, wherein you have asked for extension/ further extension of
time for delivery/ execution/ installation/ commissioning.
In view of the circumstances stated in your above referred letter, the time of delivery can
be extended from _______ (original/ last delivery period) to ____________ (presently
agreed delivery period) subject to your unconditional acceptance of the following terms
and conditions:

1. That, liquidated damages shall be levied in accordance with agreed clause 16.2 &
16.3 Section-5 Part A of terms and conditions of the tender/ PO.
2. That, notwithstanding any stipulation in the contract for increase in price on any
ground, no such increase, whatsoever, which takes place after current last date of
Delivery shall be admissible on such of the said goods as are delivered after the
said date as per clause 12 Section-5 Part A.
3. That, the prices during this extended delivery period shall be provisional and shall
be governed as per agreed clauses 12 and 24 of Section 5 Part A and shall be
finalized in accordance with the current PO price or the current PO price with latest
budget/ duty impact or the prices in the new tender (T.E. no. ………..) from the date
of its opening, on whichever is lower basis.
4. An additional BG of Rs._____in accordance with clause 15.3, Section- 5PartA of the
contract with validity up to _______.
5. An undertaking as required vide clause 24.3, Section-5A. Otherwise furnish the
details as requisite in clause 24.4 section 5 Part A”
Please intimate your acceptance of this letter along with the additional BG within ten days
of the issue of this letter failing which the contract will be cancelled at your risk and
expense without any further reference to you. This letter shall form part and parcel of the
agreement/ contract/ APO/ PO and all other terms & conditions of the contract remain
unaltered.

Yours faithfully,
(………………………)
for and on behalf of………..
Note : The entries which are not applicable for the case under consideration are to be
deleted.

665
 SECTION 7 (E)
Model Amendment Letter for Extension of Delivery Period

Appendix (b) to clause 15.3 of Section-5 Part A

Registered Acknowledgement Due
Address of the purchaser
--------------------------------
To
M/s ………………………………..
………………………………………
Sub: This office contract no………….. dated …………. placed on you for supply of ………………

Ref : 1. Your letter no……………………………… dated …………. requesting DP extension

2. This office letter no. ……………… dated …… intimating conditions for DP extension
3. Your letter no………………….. dated ……. accepting the conditions for DP extension
In your above letter under reference (1), you have asked for extension/ further extension
of time for delivery/ execution/ installation/ commissioning. The terms and conditions for
extension of delivery period were conveyed to you vide this office letter under reference
(2).
In view of the circumstances stated in your above referred letter, and upon your
unconditional acceptance of the terms and conditions of this extension vide your letter
under reference (3), the time of delivery is hereby extended from _______ (last delivery
period) to ____________ (presently agreed delivery period) on the terms and conditions in
letter under reference (2) above and agreed by you vide letter under reference (3) i.e.:
(a) Liquidated damages shall be levied in accordance with agreed clause 16.2 & 16.3
Section-5 Part A of terms and conditions of the tender/ PO.
(b) Notwithstanding any stipulation in the contract for increase in price on any ground,
no such increase, whatsoever, which takes place after current last date of Delivery/
completion of work shall be admissible on such of the said goods as are delivered
after the said date as per clause 12 Section- 5 Part A.
(c) The prices during this extended delivery period shall be governed as per clauses 12
and 24 of Section-5 Part A and shall be finalized in accordance with current PO price
or the current PO price with latest budget/ duty impact or the prices in the new
tender (T.E. no. ………..) from the date of its opening, on whichever is lower basis.
The letters under reference above and this letter shall form part and parcel of agreement/
contract/ APO/ PO and all other terms & conditions of the contract remain unaltered.
Yours faithfully,
(………………………)
for and on behalf of………..
Copy to :
…………………..
…………………..
(All concerned)

Note:- The entries which are not applicable for the case under consideration are to be
deleted.

666
 Section 7 (F)

Consortium Agreement
(On Rs. 100 Non-Judicial Stamp Paper)

In compliance to Clause No.…..of Tender No. dated, a consortium has been formed on
<Date> between <Bidder’s Name> and <OEM name> to meet various eligibility
conditions and experience criteria specified in the Tender No___________, dated_______.

It has been agreed among bidder and the consortium partner that <Bidder’s Name> is
designated to submit the Bid on behalf of this consortium and henceforth called as Bidder.
“Lead Bidder” and the “Bidder” have been used interchangeably. It is also confirmed that
both the members of the said consortium meet the eligibility conditions as specified in the
above referred tender and have authorized the “Lead bidder” by way of duly executed
power of attorney in his favour to act on their behalf.

It has been agreed that both the bidder as well as consortium partner shall furnish
separate Performance Bank Guarantees (PBGs) for Purchase order (PO) as well as for AMC,
each for an amount specified in the Section 5 B of tender.

It has also been agreed that the in its capacity as lead Bidder, <Bidder’s Name> will
interact with BSNL for all obligations.

The Lead bidder and consortium partner shall be liable for due performance of the contract
jointly and severally, whereas the responsibility of Consortium Partner other than lead
bidder, shall be limited to such Consortium Partner share of obligations in the contract for
products and /or services as defined in the agreement signed between the Lead Bidder and
Consortium Partner and is in accordance with the tender requirements.

The details of Bidder and consortium partner are as under:-

<Bidder Name>:- <Details containing Registered office & correspondence
address>
<Consortium Partner >:- <Details containing Registered office & correspondence
address>
:
:
IN WITNESS WHEREOF the parties have caused this AGREEMENT to be executed by their
duly authorized officers as of the day first above written
For <Bidder’s Name> For<Consortium Partner>
Signature of Authorized Signatory Signature of Authorized Signatory
Name:- Name:-
Designation:- Designation:-
Contact Phone:- Contact Phone:-
Email-ID:- Email-ID:-
Date:- Date:-
Witness-1 Witness-1
Signature:- Signature:-
Name:- Name:-
Designation:- Designation:-
Contact Phone:- Contact Phone:-
Email-ID:- Email-ID:-
Date: Date:-

667
 SECTION 7 (G)
(Support Certificate)
(On the Bidder’s Letter Head)
To,
Tendering Authority
BSNL

Subject:Tender for consolidation of existing CDR datacenters and NIB-P3 data centers
with state of the art Data centres (at Hyderabad and Pune as elaborated in table
below) with replacement of all the hardware equipment (except Battery, IVRS
and SSA network elements) installed in existing CDR platform& NIB P3 Data
centers including storage equipment and provide complete end to end solution
with AMC (including renewal of AMC support for existing software, if re-used) and
O&M services
Sir,

It is to certify that the following hardware/software, for which M/s ……………. is the OEM,
has been quoted in our (M/s ……..name of the bidder………) bid.

S.N All Hardware/ Network/ Software System Model/ Version

1
2
3
4
…

We undertake to provide the following:

1. Full Professional Service Support for turnkey implementation of the project covering
all the above hardware/network/ software components, their Planning, Installation,
commissioning& integration with other components of the project, migration,
training, Operation of system and project completion within the time schedules
specified in the tender document.

2. Preparation of all the documentation pertaining to planning, design, engineering,

customization, integration, installation, operations and maintenance.

3. Support for implementation, operation, maintenance and upgrades is available as

per terms and conditions of Operation during warranty (2 years) and AMC (6 years).

4. Applications shall be supported on the given platform (including OS and quoted

Database) during warranty period of 2 years and AMC period of 6 years, and that
patches, release, updates and upgrades shall be made available on this platform
(including OS and quoted Database) for this period.

5. It has been agreed that in his capacity as Bidder, M/s…………………………… will interact
with BSNL for all obligations.

We also certify that the agreement in the above respect has already been signed with the
OEM.
__________________________________

Signature of Authorized signatory of OEM/ Country Manager of OEM

Name & Designation

Signature of Authorized signatory of Bidder

Name & Designation
668
 Section 7 (H)

(Sizing Certificate)
(To be given by software application OEM/SSP)
To

Tendering authority
BSNL

Subject:Tender for consolidation of existing CDR datacenters and NIB-P3 data centers
with state of the art Data centres (at Hyderabad and Pune as elaborated in table
below) with replacement of all the hardware equipment (except Battery, IVRS
and SSA network elements) installed in existing CDR platform& NIB P3 Data
centers including storage equipment and provide complete end to end solution
with AMC (including renewal of AMC support for existing software, if re-used)
and O&M services– Certificate from OEM (ISV) about sizing of Hardware with
OEM’s application Software.

Sir,

1. This is to certify that the solution and following hardware sizing quoted in the bid of
M/s ………….(Name of the Bidder………..), for the applications (including all the
modules), for which our company, M/s …………………..is the OEM, is sufficient to meet
all the requirements mentioned in the tender. The details of the Applications and
Hardware are as under:

Product Sizing

S.N. Application Application Hardware Platform Licenses Storage

Software Version Required(Core Details Required required
Name Clock speed, including (for during entire
type/make, OS software contract
RAM) with OEM) period
version &
Database
with
version

This is to also to certify that this application/software(s) has been ported & running on
quoted OS minimum last 6 months as on date of bid submission.

Signature of Authorized Signatory of OEM/

Country Manager of OEM/SSP
Name

Signature of Authorized Signatory of HW/OEM/

Country Manager of OEM
Name

Signature of Authorized signatory of Bidder

669
 SECTION 7 (I)

INTEGRITY PACT AGREEMENT

To be signed on plain paper by

Both BSNL and the Bidder

This Integrity Pact Agreement is made on ___ day of ____, 2018, by and between:
Bharat Sanchar Nigam Limited (BSNL) (hereinafter referred to as “The Principal”)
And
……………………………….. (hereinafter referred to as “The Bidder/Contractor”)
Each of the Principal and the Bidder shall be individually referred to as the “Party” and
collectively as the “Parties”.
Preamble
A. The Principal intends to award, under laid down organizational procedures,
contract/s for…………………………. (“Tender”). The Principal values full compliance with all
relevant laws and regulations, and the principles of economic use of resources, and of
fairness and transparency in its relations with its Bidder/s .
B. In order to achieve these goals, the Principal will appoint an Independent External
Monitor (as hereinafter defined) who will monitor the Tender process and the execution of
the contract for compliance with the principles mentioned above.
Section 1 – Commitments of the Principal
1.1 The Principal commits itself to take all measures necessary to prevent corruption
and to observe the following principles:-
1.2 No employee of the Principal, personally or through family members, will in
connection with the Tender for, or the execution of a contract, demand, take a
promise for or accept, for him/herself or third person, any material or immaterial
benefit which he/she is not legally entitled to.
1.3 The Principal will, during the Tender process treat all Bidder(s) with equity and
reason. The Principal will in particular, before and during the Tender process,
provide to all Bidder(s) the same information and will not provide to any Bidder(s)
confidential/additional information through which the Bidder(s) could obtain an
advantage in relation to the tender process or the contract execution.
1.4 The Principal will exclude from the process all known prejudiced persons.
If the Principal obtains information on the conduct of any of its employees which is a
criminal offence under the relevant Anti-Corruption Laws of India, or if there be a
substantive suspicion in this regard, the Principal will inform its Corporate Vigilance Office
of BSNL (“Corporate Vigilance Office”) and in addition can initiate disciplinary actions.
Section 2 – Commitments of the Bidder(s)
2.1 The Bidder(s) commits itself to take all measures necessary to prevent corruption.
He commits himself to observe the following principles during his participation in the
Tender process and during the contract execution.
2.2 The Bidder(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 tender process or the
execution of the contract or to any third person any material or immaterial benefit
which he/she is not legally entitled to, in order to obtain in exchange any advantage
of any kind whatsoever during the tender process or during the execution of the
contract.
2.3 The Bidder(s) will not enter with other Bidder(s) into any undisclosed agreement
or understanding, whether formal or informal. This applies in particular to prices,
specifications, certifications, subsidiary contracts, submission or non-submission of
bids or any other actions to restrict competitiveness or to introduce cartelization in
the bidding process.
670
2.1 The Bidder(s) will not commit any offence under the relevant applicable laws
include the anti-corruption laws of India; further the Bidder(s)/Contractor(s) will not
use improperly, for purposes of competition or personal gain, or pass on to others,
any information or document provided by the Principal as part of the business
relationship, regarding plans, technical proposals and business details, including
information contained or transmitted electronically.
2.2 The Bidder(s)/ will, when presenting his Bid, disclose any and all payments he has
made, is committed to or intends to make to agents, brokers or any other
intermediaries in connection with the award of the Contract.
2.3 The Bidder(s) will not instigate third persons to commit offences outlined above or
be an accessory to such offences.
Section 3 – Disqualification from Tender process and exclusion from future
contracts
If the Bidder(s) before award of the Contract or during execution of the Contract has
committed a transgression through a violation of Section 2, above or in any other form
such as to put his reliability or credibility in question, the Principal is entitled to disqualify
the Bidder(s)/Contractor(s) from the tender process or take action as per the defined
procedure.
Section 4 – Compensation for Damages
4.1 If the Principal has disqualified the Bidder(s) from the Tender process prior to the
award of the Tender, according to Section 3, the Principal is entitled to demand and
recover the damages equivalent to Bid Security.
4.2 If the Principal has terminated the Contract in accordance with Section 3, or if the
Principal is entitled to terminate the Contract according to Section 3, the Principal
shall be entitled to demand and recover from the Contractor the amount equivalent
to Performance Security in addition to any other payments as per terms and
conditions of the Tender Document.
Section 5 – Previous transgression
5.1 The Bidder declares that no previous transgression occurred in the last 3 years with
any other Company in any country conforming to the anti-corruption approach or
with any other public sector enterprise in India that could justify his exclusion from
the Tender process.
5.2 If the Bidder makes any incorrect, contrary to the provisions of this Section 5, , he
can be disqualified from the Tender process or action can be taken as per the
defined procedure.
Section 6 – Equal treatment of all Bidders/ Subcontractors
6.1 The Principal will enter into agreements with identical conditions as this one with all
Bidders
6.2 The Bidder(s) undertake(s) to demand from all subcontractors a commitment in
conformity with this Integrity Pact Agreement.
6.3 The Principal will disqualify from the Tender process all bidders who do not sign this
Integrity Pact Agreement or violate its provisions.
Section 7 – Criminal charges against violating Bidder(s)/ Subcontractor(s)
If the Principal obtains knowledge of conduct of a Bidder, or Subcontractor, or of an
employee or a representative or an associate of a Bidder, or Subcontractor, which
constitutes a violation of the terms and conditions of stated herein, or if the Principal has
substantive suspicion in this regard, the Principal will inform the Corporate Vigilance Office.

Section 8 – Independent External Monitor

8.1 The Principal appoints competent and credible independent external Monitor for this
Integrity Pact Agreement (“Independent External Monitor”). The task of the
Independent External Monitor is to review independently and objectively, whether

671
 and to what extent the Parties comply with the obligations under this Integrity Pact
Agreement.
8.1 The Independent External Monitor is not subject to instructions by the representatives
of the Parties and performs his functions neutrally and independently. He reports to
the CMD of the BSNL.
8.2 The Bidder(s) accepts that the Independent External Monitor has the right to access
without restriction to all project documentation of the Principal including that
provided by its sub-contractor. The Bidder will also grant the Independent External
Monitor, upon his request and demonstration of a valid interest, unrestricted and
unconditional access to his project documentation. The same is applicable to the
subcontractors of the Bidder. The Independent External Monitor is under contractual
obligation to treat the information and documents of the Bidder(s)/
Subcontractor(s) with confidentiality.
8.4 Notwithstanding anything contained in this Section, the Bidder(s) shall have no
obligation whatsoever to provide any internal costing mechanisms or any internal
financial or commercial data pursuant to any audit or review conducted by or on
behalf of the Principal. Further, the Bidder(s) shall not be required to provide any
data relating to its other customers, or any personnel or employee related date.
8.5 The Principal will provide to the Independent External Monitor sufficient information
about all meetings among the Parties related to the project provided such meetings
could have an impact on the contractual relations between the Principal and the
Bidder. The Parties offer to the Independent External Monitor the option to
participate in such meetings.
8.6 As soon as the Independent External Monitor notices, or believes to notice, a
violation of this Integrity Pact Agreement, he will so inform the management of the
Principal and request the management to discontinue or take corrective action, or to
take other relevant action. The Independent External Monitor can in this regard
submit non-binding recommendations. Beyond this, the Independent External
Monitor has no right to demand from the Parties that they act in a specific manner,
refrain from action or tolerate action.
8.7 The Independent External Monitor will submit a written report to the Chairperson of
the Board of the Principal within 8 to 10 weeks from the date of reference or
intimation to him by the ‘Principal’ and, should the occasion arise, submit proposals
for correcting problematic situations.
8.8 If the Independent External Monitor has reported to the CMD of the BSNL, a
substantiated suspicion of an offence under Applicable Laws including relevant anti-
corruption laws of India, and BSNL has not, within reasonable time, taken visible
action to proceed against such offence or reported it to the Corporate Vigilance
Office, the Independent External Monitor may also transmit this information directly
to the Central Vigilance Commissioner, Government of India.
8.9 The word Independent External ‘Monitor’ would include both singular and plural.

Section 9 – Term
9.1 This Integrity Pact Agreement shall commence upon the date of signature by BSNL
and shall continue (a) for the Successful Bidder for a period of 12 months after the
last payment has been made by the Principal to the Successful Bidder under the
Contract, and (ii) for all other Bidders 6 months after the Contract has been
awarded to the Successful Bidder (“Term”).
9.2 If any claim is made/ lodged during this time, the same shall be binding and
continue to be valid despite the lapse of this Integrity Pact Agreement as specified
above, unless it is discharged/determined by CMD, BSNL.
Section 10 – Other provisions
10.1 This Integrity Pact Agreement is subject to the laws of India. The place of
performance and jurisdiction is the registered office of the Principal, i.e. New Delhi.

672
 The arbitration clause provided in the Tender Document / contract shall not be
applicable for any issue /dispute arising under Integrity Pact Agreement.
10.2 Changes and supplements as well as termination notices need to be made in
writing.
10.3 Should one or several provisions of this Integrity Pact Agreement turn out to be
invalid, the remainder of this Integrity Pact Agreement remains valid. In this case,
the parties will strive to come to an agreement to their original intention.
10.4 Capitalised terms not defined in the Integrity Pact Agreement shall have the
meaning assigned to it in the Tender.
-------------------------------- ----------------------------------
For the Principal For the Bidder/Contractor

Place…………………… Witness 1 : ……………………

Date …………………… Witness 2 : ……………………

673
 Section 7 (J)

Format of Non Disclosure Agreement (NDA)

(To be typed on Rs.100/- non-judicial stamp paper)

This Agreement is made as of the ------------- 2018 between BHARAT SANCHAR NIGAM
LIMITED (BSNL) a Government of India Enterprise, having its Corporate office at Bharat
Sanchar Bhawan, H.C. Mathur Lane, Janpath, New Delhi which expression shall unless
repugnant to the subject or the context mean and included its successors, nominees or
assigns and M/s ------------------ ----------------------------------------------------------------
-------------- a company incorporated under the Indian Companies Act, 1956, and having
its registered office at ----------------------------------------------------------------------------
-------------- herein after called “----------------------” which expression shall unless
repugnant to the subject or the context mean and include its successors, nominees or
assigns.

Whereas in order to pursue the mutual business purpose of this particular project as
specified in Exhibit A (the “Business Purpose”), BSNL and M/s-----------------------------
----------------------------------------------------------------- recognize that there is a
need to disclose to one another certain information, as defined in para 1 below, of each
party to be used only for the Business Purpose and to protect such confidential information
from unauthorized use and disclosure.

In consideration of the other party’s disclosure of such information, each party agrees as
follows:

1. This Agreement will apply to all confidential and proprietary information disclosed by
one party to the other party, including information listed in Exhibit A attached hereto
and other information which the disclosing party identifies in writing or otherwise as
confidential before or within thirty days after disclosure to the receiving party
(“Confidential Information”). Information consists of certain specifications, designs,
plans, drawings, software, prototypes and/or technical information, and all copies and
derivatives containing such Information, that may be disclosed to one another for and
during the Purpose, which a party considers proprietary or confidential
(“Information”). Information may be in any form or medium, tangible or intangible,
and may be communicated/disclosed in writing, orally, or through visual observation
or by any other means to one party (hereinafter referred to as the receiving party) by
the other party (hereinafter referred to as one disclosing party). Information shall be
subject to this Agreement, if it is in tangible form, only if clearly marked as
proprietary or confidential as the case may be, when disclosed to the receiving party
or, if not in tangible form, its proprietary nature must first be announced, and it must
be reduced to writing and furnished to the receiving party within thirty(30) days of
the initial disclosure.

2. M/s -----------------------------------------------------------------------------------------
and BSNL hereby agreed at during the Confidentiality Period:
a) The receiving party shall use Information only for the Purpose, shall hold
Information in confidence using the same degree of care as it normally
exercises to protect its own proprietary information, but not less than
reasonable care, taking into account the nature of the Information, and shall
grant access to Information only to its employees who have a need to know,
but only to the extent necessary to carry out the business purpose of this
project as defined in exhibit A, shall cause its employees to comply with the
provisions of this Agreement applicable to the receiving party, shall reproduce
Information only to the extent essential to fulfilling the Purpose, and shall
prevent disclosure of Information to third parties. The receiving party may,
674
 however, disclose the Information to its consultants and contractors with a
need to know; provided that by doing so, the receiving party agrees to bind
those consultants and contractors to terms at least as restrictive as those
stated herein, advise them of their obligations, and indemnify the disclosing
party for any breach of those obligations.

b) Upon the disclosing party's request, the receiving party shall either return to
the disclosing party all Information or shall certify to the disclosing party that
all media containing Information have been destroyed. Provided, however, that
an archival copy of the Information may be retained in the files of the receiving
party's counsel, solely for the purpose of proving the contents of the
Information.

3. The foregoing restrictions on each party's use or disclosure of Information shall not
apply to Information that the receiving party can demonstrate:
a) was independently developed by or for the receiving party without reference to
the Information, or was received without restrictions; or

b) has become generally available to the public without breach of confidentiality

obligations of the receiving party; or

c) was in the receiving party's possession without restriction or was known by the
receiving party without restriction at the time of disclosure; or

d) is the subject of a subpoena or other legal or administrative demand for

disclosure; provided, however, that the receiving party has given the disclosing
party prompt notice of such demand for disclosure and the receiving party
reasonably cooperates with the disclosing party's efforts to secure an appropriate
protective order; or

e) is disclosed with the prior consent of the disclosing party; or

f) was in its possession or known to it by being in its use or being recorded in its
files or computers or other recording media prior to receipt from the disclosing
party and was not previously acquired by the receiving party from the
disclosing party under an obligation of confidence; or

g) the receiving party obtains or has available from a source other than the disclosing
party without breach by the receiving party or such source of any obligation of
confidentiality or non-use towards the disclosing party.

4. Each party agrees not to remove any of the other party’s Confidential Information
from the premises of the disclosing party without the disclosing party’s prior written
approval. Each party agrees to exercise extreme care in protecting the confidentiality
of any Confidential Information which is removed, only with the disclosing party’s
prior written approval, from the disclosing party’s premises. Each party agrees to
comply with any and all terms and conditions the disclosing party may impose upon
any such approved removal, such as conditions that the removed Confidential
Information and all copies must be returned by a certain date, and that no copies are
to be make off of the premises.
5. Upon the disclosing party’s request, the receiving party will promptly return to the
disclosing party all tangible items containing or consisting of the disclosing party’s
Confidential Information all copies thereof.
6. Each party recognizes and agrees that all of the disclosing party’s Confidential
Information is owned solely by the disclosing party (or its licensors) and that the
675
 unauthorized disclosure or use of such Confidential Information would cause
irreparable harm and significant injury, the degree of which may be difficult to
ascertain. Accordingly, each party agrees that the disclosing party will have the right
to obtain an immediate injunction enjoining any breach of this Agreement, as well as
the right to pursue any and all other rights and remedies available at law or in equity
for such a breach.
7. Access to Information hereunder shall not preclude an individual who has seen such
Information for the purposes of this Agreement from working on future projects for
the receiving party which relate to similar subject matters, provided that such
individual does not make reference to the Information and does not copy the
substance of the Information during the Confidentiality Period. Furthermore, nothing
contained herein shall be construed as imposing any restriction on the receiving
party's disclosure or use of any general learning, skills or know-how developed by the
receiving party's personnel under this Agreement, if such disclosure and use would be
regarded by a person of ordinary skill in the relevant area as not constituting a
disclosure or use of the Information.
8. As between the parties, all Information shall remain the property of the disclosing
party. By disclosing Information or executing this Agreement, the disclosing party
does not grant any license, explicitly or implicitly, under any trademark, patent,
copyright, mask work protection right, trade secret or any other intellectual property
right. THE DISCLOSING PARTY DISCLAIMS ALL WARRANTIES REGARDING THE
INFORMATION, INCLUDING ALL WARRANTIES WITH RESPECT TO INFRINGEMENT OF
INTELLECTUAL PROPERTY RIGHTS AND ALL WARRANTIES AS TO THE ACCURACY OR
UTILITY OF SUCH INFORMATION. Execution of this Agreement and the disclosure of
Information pursuant to this Agreement does not constitute or imply any
commitment, promise, or inducement by either party to make any purchase or sale,
or to enter into any additional agreement of any kind.
9. Either party’s failure to enforce any provision, right or remedy under this agreement
shall not constitute a waiver of such provision, right or remedy.
10. This Agreement will be construed in, interpreted and applied in accordance with the
laws of India.
11. That in case of any dispute or differences, breach & violation relating to the terms of
the Agreement. The said matter or dispute, difference shall be referred to sole
arbitration of Chairman and Managing Director ( CMD) of BSNL or any other person
appointed by him. That the award of the arbitrator shall be final and binding on both
the parties. In the event of such Arbitrator to whom the matter is originally referred
to is being transferred or vacates his office on resignation or other wise or refuses to
do work or neglecting his work or being unable to act as Arbitrator for any reasons
whatsoever , the CMD BSNL shall appoint another person to act as Arbitrator in place
of out going Arbitrator and the person so appointed shall be entitled to proceed
further with the reference from the stage at which it was left by his predecessor. M/s
---------------------------------------------------------------------------------------- will
have no Objection in any such appointment, that arbitrator so appointed is employee
of BSNL. The said Arbitrator shall act under the Provisions of the Arbitration and
conciliation Act, 1996 or any statutory modifications or re-enactment there of or any
rules made thereof.
12. This Agreement and Exhibit A attached hereto constitutes the entire agreement of the
parties with respect to the parties' respective obligations in connection with
Information disclosed hereunder and supersedes all prior oral and written agreements
and discussions with respect thereto. The parties can amend or modify this
Agreement only by a writing duly executed by their respective authorized
representatives. Neither party shall assign this Agreement without first securing the
other party's written consent.

676
13. This Agreement will remain in effect for Six years from the date of the last disclosure
of Confidential Information, at which time it will terminate, unless extended by the
disclosing party in writing.

IN WITNESS WHEREOF, the parties hereto have executed this Agreement by their duly
authorized officers or representatives.

M/s ___________________ BHARAT SANCHAR NIGAM IMITED

Signature:_____________ Signature:____________

Printed Name: _________ Printed

Name:___________

Title:________________
Title:________________________

Exhibit A

1. Business Purpose :Tender for consolidation of existing CDR datacenters and NIB-P3
data centers with state of the art Data centres with replacement
of all the hardware equipment (except Battery, IVRS and SSA
network elements) installed in existing CDR platform & NIB P3
Data centers including storage equipment and provide complete
end to end solution with AMC (including renewal of AMC support
for existing software, if re-used) and O&M services vide Tender
No. CA/IT-CFA/CDR/T-631/2018 issued on 08.06.2018.

2. Confidential Information of M/s - __________________________________

3. Confidential Information of Bharat Sanchar Nigam Limited(BSNL):

 All information shared, in oral or in written form, by BSNL with M/s

_________________________________________________________

 Number of subscriptions, consumption pattern etc

M/s ___________________________
Signed

677
 Section 7 (K)

Template for Pre-BidQueries

Bidder shall submit all pre-bid queries in excel in the following format.

Sr. Page No Section Statement as Query by Reason for

No. (Name & per tender bidder Query
No.) document

10

678
 Section 7 (L)

Format for Submission of the Pre- QualificationBid

CoveringLetter

To,
Tendering Authority
BSNL

Sir,

Subject: Submission of the Pre-Qualification bid for “Tender for consolidation of existing
CDR datacenters and NIB-P3 data centers with state of the art Data centres (at
Hyderabad and Pune as elaborated in table below) with replacement of all the
hardware equipment (exceptBattery, IVRS and SSA network elements) installed in
existing CDR platform& NIB P3 Data centers including storage equipment and
provide complete end to end solution with AMC (including renewal of AMC support
for existing software, if re-used) and O&M services”

Dear Sir,

We, the undersigned, offer to provide Systems Integrator services to BSNL with reference
to your Request for Proposal dated ……………..and our Proposal. We are hereby submitting
our Pre- qualification bid.

We hereby declare that all the information and statements made in this Pre-qualification
bid are true and accept that any misinterpretation contained in it may lead to our
disqualification.

We agree to abide by all the terms and conditions of all the volumes of this tender
document. We would hold the terms of our proposal valid for the number of days as
stipulated in the tender document.

Yours sincerely,

(Authorised Signatory)

Signature:

Name:
Designation:
Address:

Seal:
Date:
679
 Section 7 (M)
(T HI S IS O N LY A N I ND I CA TIV E DR AF T. T H E A C TUA L C E RT IF ICA T E M A Y V AR Y
IN W ORDI N GS B UT SH O U LD CAP TU R E T H E ESS E N C E OF T H E F O LL O WI N G)

CLIENT CERTIFICATE FOR _____________ APPLICATION

This is to certify that M/s …………………………… have executed _________ project for
………………………………… (Telecom service provider name) and the below mentioned
application(s) is live and running

Organization name(Telecom service provider

name)
Location and Address
Name, title of the authorized person of the
service provider
Number of Wireless subscribers of telecom
provider covered by the _________ Project
executed by M/s ……………………….
Number of Wire-line subscribers of telecom
provider covered by the _______ Project
executed by M/s ……………………….
Number of CDR’s/EDR’s processed in a month /
no. Of CSR terminals served/ No. Of
Actication/provisioning orders for the telecom
provider covered by the _________ Project
executed by M/s ……………………….
Name of the _________ application

Dated this ________________ day of ________________ 2018

(Signature of Telecom Service Provider authorized person with Name, Designation and
contact details

[Signature of Bidder authorized signatory] in the capacity of (Designation)

680
 Section 7 (N)

Format for Pre-QualificationCitations

Item Bidder’s Response

S. No.

Name of Bidder entity

1.

2. Assignment Name

3. Name of Client

Name of the entity engaged in the

4. Assignment

5. Country

Contact Details
6. (Contact Name, Address, Telephone
Number)

7. Approximate Value of the Contract

8. Duration of Assignment (months)

9. Award Date (month/year)

10. Completion Date (month/year)

11. Narrative description of the project

Details of Work that defines the scope

12. relevant to the requirement

13. Documentary Evidence attached

681
 Section 7 (O)
Format for Power of Attorney executed in favour of the Authorized
signatory
[To be executed on stamp paper of appropriate value]

Power of Attorney
Know all men by these presents, We, _____________________________, having
registered office at __________________________ (hereinafter referred to as the
"Principal”') do hereby constitute, nominate, appoint and authorize
_________________________ son of _______________________ presently residing at
_________________________ who is presently employed with us and holding the
position/designation of ____________________ as our true and lawful attorney
(hereinafter referred to as the "Authorized Attorney”) to do in our name and on our behalf,
all such acts, deeds and things as are necessary or required in connection with or
incidental to the submission of our proposal in response to the tender bearing the number
for consolidation of existing CDR datacenters and NIB-P3 data centers with state of
the art Data centres (at Hyderabad and Pune as elaborated in table below) with
replacement of all the hardware equipment (except Battery, IVRS and SSA network
elements) installed in existing CDR platform & NIB P3 Data centers including storage
equipment and provide complete end to end solution with AMC (including renewal of AMC
support for existing software, if re-used) and O&M services on “as is where is” basis while
ensuring uninterrupted data center servicesdated _ , including but not limited to
signing and submission of all applications, proposals and other documents and writings,
participating in pre-Bid and other conferences and providing information/ responses to the
Dy. General Manager (MMT), BSNL CO New Delhi (hereinafter referred to as the "BSNL”),
representing us in all matters before the BSNL, signing and execution of all contracts and
undertakings/declarations consequent to acceptance of our Proposal and generally dealing
with the BSNL in all matters in connection with or relating to or arising out of our Proposal
for the said assignment and/or upon award thereof to us till the execution of appropriate
Agreement/s with the BSNL.

AND, we do hereby agree to ratify and confirm all acts, deeds and things lawfully done or
caused to be done by our said Authorized Attorney pursuant to and in exercise of the
powers conferred by this deed of Power of Attorney and that all acts, deeds and things
done by our said Authorized Attorney in exercise of the powers hereby conferred shall
always be deemed to have been done by us.

IN WITNESS WHEREOF WE, THE ABOVE NAMED PRINCIPAL HAVE EXECUTED

THIS POWER OF ATTORNEY ON THIS DAY OF ...................., 2018.

For

(Signature, name, designation and address)

[Please put company seal if required]

[Notarize the signatures]

Witnesses: 1.

(Signature, name, designation

andaddress) 2.

(Signature, name, designation

andaddress)

682
Accepted by:

(Signature, name, designation and address of the Authorized Attorney)

[Notarize the signatures]

683
 Section 7 (P)

Format for Self-certificate for non-blacklistingclause

To,
Tendering Authority
BSNL

We confirm that our Company ______________________ as on date of submission of

the proposal has not been blacklisted by any Central /State Government/PSU entity in
India for corrupt, fraudulent or any other unethical business practices.

(Authorized Sigantory)

Signature:
Name:
Designation:
Address:

Seal:
Date:

684
 Section 7 (Q)

Format for No DeviationCertificate

To,
Tendering Authority
BSNL

This is to certify that our offer is exactly in line with your tender enquiry (including
amendments) no. dated .

This is to expressly certify that our offercontains no deviation either Technical

(including but not limited to Scope of Work, Business Requirements Specification,
Functional Requirements Specification, Hardware Specificationand
TechnicalRequirementsSpecification)orCommercialineitherdirectorindirectform.

(Authorized Sigantory)

Signature:
Name:
Designation:
Address:

Seal:
Date:

685
 Section 7 (R)

Manufacturers'/Producers’ AuthorizationForm
(This form has to be provided by the OEMs of the products proposed)

No. Date:

To,

The Tendering Authority

BSNL.

Subject: Supply of equipment for BSNL

Sir,

This is to certify that <Insert complete legal name of the OEM>; I/we am/are the
Original Equipment Manufacturers (“OEM”) in respect of the products listed below
(“Products”). I/We confirm the Products listed herein have not been announced as End-
of-Life or End-of-Sale.

I/We confirm that <Insert complete legal name of SI>has due authorization from us to
resell and supply certain OEM Equipment(s), to BSNL. The SI is authorised by us, to
provide the solution, implementation, requisite training & maintenance services, provide
maintenance and upgrade support services for our products for the listed Information
Technology infrastructure and System Integration services to BSNL.

When resold by reseller the Products shall be subject to applicable warranty terms and
service policies of the OEM.

I/We affirm that as of the date of this letter, we shall make support available for the
Product(s) and provide support of parts for repair (or functionally equivalent
replacements) thereof for a period of up to Nine (9) years from the date of sale to BSNL
and that we currently expect to make these Products, or subsequent versions or
functional equivalents of them, available for sale during such period of time.

We assure you that in the event of SI, not being able to fulfil its obligation as our
representative in respect of applicable standard warranty terms we would continue to
meet our warranty terms for the entire term of the SI agreement with BSNL, as signed
at the start of the project, through appropriate alternate arrangement(s) through our
support mechanism in India.

686
This authorization letter is applicable against the Products listed below:

S. No. Product Name

1.

2.

3.

For and on behalf of <Insert OEM’s company name>

<Signed and Sealed>

<Name of Authorised Signatory>

<Designation>

<Contact Details>

Cc: SI’s corporate name & Address

Note: This letter of authority should be on the letterhead of the manufacturer and
should be signed by a person competent and having the power of attorney to bind
the manufacturer. The bidder in its Bid should include it. The MAF shall
mandatorily be submitted in the format as specified, and no Non-Conformity of
the same shall be accepted by BSNL. Minor non-conformities may be reviewed
and approved by the TEG in its sole discretion.

687
 Section 7 (S)
Format of Letter from Oracle for the existing Applications running Oracle

To

The Tendering Authority

BSNL.

Sir,

Sub:Letter from Oracle stating compatibility for existing applications running

Oracle

Ref:” Submission of the Pre-Qualification bid for “consolidation of existing CDR

datacenters and NIB-P3 data centers with state of the art Data centres with
replacement of all the hardware equipment (except Battery, IVRS and SSA
network elements) installed in existing CDR platform & NIB P3 Data centers
including storage equipment and provide complete end to end solution with AMC
(including renewal of AMC support for existing software, if re-used) and O&M
services.".

We, the undersigned, having read the above mentioned Bid, in respect of the solution
proposed by M/s (Bidder) and as a gesture towards our commitment for
implementation of the solution at BSNL do hereby declare as under that:
We shall work closely to ensure the successful implementation of the solution
with M/s (Bidder) for the solution proposed by him, in the event of him
securingtheabovementionedcontract.

We confirm that the binaries of Enterprise editions of Oracle Databases proposed as part
ofthesolutionandalsotheproposedupgradedversions,OracleRAC,OraclePartitionsareavailable
andcompatiblewiththeplatformproposedforDatabasebyM/s _____(Bidder)
andcomprising of _______________(Processor(s)) and

(OperatingSystem(s)).

3. WeconfirmthatOracleRACiscompatibleandcertifiedforoperationwith Cluster Software

proposed for Database ServerbyM/s _________________ (Bidder).
We hereby confirm that this undertaking is made in good faith and the aforesaid
declarations are binding on us under the aforementioned Bid.

Thanking you,

Yours faithfully, (Signature)

For and onbehalfof: Oracle IndiaPvt.Ltd.

Authorised Signatory

Name: Designation: Seal:

Date and Location:

688
 Section 7 (T)
Format of Letter from other DB Vendors

To
The Tendering Authority
BSNL.

Sir,

Sub: Letter from<DB OEM> stating compatibility for applications running <DB Name>

Ref: Submission of the Pre-Qualification bid for “Tender for consolidation of existing
CDR datacenters and NIB-P3 data centers with state of the art Data centres (at
Hyderabad and Pune as elaborated in table below) with replacement of all the
hardware equipment (except Battery, IVRS and SSA network elements) installed
in existing CDR platform& NIB P3 Data centers including storage equipment and
provide complete end to end solution with AMC (including renewal of AMC support
for existing software, if re-used) and O&M services”

We, the undersigned, having read the abovementioned Bid, in respect of the solution
proposed by M/s ________________________________________(Bidder) and
as a gesture towards our commitmentfor implementation of the solution at BSNL do
hereby declare as under that:

We shall work closely to ensure the successful implementation of the solution with M/s
_____________________________________________(Bidder) for the solution
proposed by him, in the event of him securingthe above mentioned contract.

We confirm that the binaries of Enterprise editions of the database proposed as part of
the solution and also the proposed upgraded versions, and related solutions like
clustering are available and compatible with the platformproposed for Database by

M/s___________________________________________________________(Bidder)
and comprising of ___________________________________________(Processor(s))
and ________________________________________(OperatingSystem(s)).

We hereby confirm that this undertaking is made in good faith and the aforesaid
declarations are binding on us under the afore mentioned Bid.

Thanking you,

Yours faithfully,

(Signature)

For and onbehalfof: <DB OEM>

Authorised Signatory
Name: Designation: Seal:
Date and Location:

689
 Section 7 (U)
Format of Undertaking from OEMs

To

The Tendering Authority

BSNL.

Sir,

Sub: Statement of Undertaking from OEM

Ref: Submission of the Pre-Qualification bid for “Tender for consolidation of existing CDR
datacenters and NIB-P3 data centers with state of the art Data centres (at
Hyderabad and Pune as elaborated in table below) with replacement of all the
hardware equipment (except Battery, IVRS and SSA network elements) installed in
existing CDR platform& NIB P3 Data centers including storage equipment and
provide complete end to end solution with AMC (including renewal of AMC support
for existing software, if re-used) and O&M services”

1. We, the undersigned OEM, having read and examined in detail all the bidding
documents in respect of the abovementioned tender in respect to components(s)
offered / supplied by us and as a gesture towards our commitment for continued
support for our component(s) / solution do hereby declare as under:
2. We confirm that we would support the installation, commissioning, integration and
maintenance ofproducts offered/supplied to BSNL.
3. We hereby confirm that we would treat BSNL as a preferred customer and that
resolution of all problems and issues reported to us in fulfilment of the
abovementioned Tender would be undertakenbyusonprioritybasis.
4. Weherebyconfirmthattheproducts/solutionsbeingsupplied to BSNLwillnotbedeclared
endofsaleforaminimumof24monthsfromthedateofitsacceptancebyBSNL andthatweshall
supportthesameforaminimumperiodof 8 yearsfromthedateofitsacceptancebyBSNL.
5. We hereby agree to supply and/or install all new releases, versions, any type of
update, upgrade patch and/or bug fixes for the software or firmware from time to
time at no additional cost to BSNL. Additionally, the documentation and training
services associated with the component(s)shallbeprovidedfreeofcostto BSNL.
6. We hereby confirm that ourpartnerM/s necessary capability and training required to
supportour Product(s).
7. We hereby agree to abide by the General Terms & Conditions of this Tender and
SLA being accepted by ourpartnerM/s. (Bidder) with BSNL.We
furtheragreetoprovision the required critical spares/components at the designated
sites of BSNL for meeting the uptimecommitment.
8. In case of any change in our arrangement or terms of agreement with our
partner M/s (Bidder) for providing product support, we agree to maintain the
levelof supportas desired by BSNL and as committed by our partner under the
abovementioned Bid, without any financial liability toBSNL.
9. We hereby agree to provide to BSNL required assistance, consultancy and services
beyondthedefinedscopeofworktoresolveissuesundercriticalandunforeseensituations.
10. We hereby confirm our commitment towards providing the necessary support and
assistance in case of any problems / issues arising due to integration of our
component/

690
 product(s)withanyothercomponent(s)/product(s)underthepurviewoftheoverallsolutio
n.
11. We hereby confirm that this undertaking is made in good faith and the aforesaid
declarations are binding on us for the entire term of contract under the
aforementioned Tender.

Thanking you,

Yours faithfully

(Signature)

For and onbehalfof: <OEM>Authorised Signatory

Name: Designation: Seal:

Date and Location:

Note: The Undertaking shall mandatorily be submitted in the format as specified here,
and no Non-Conformity of the same shall be accepted by BSNL. However, minor
non-conformities may be reviewed and approved by the TEC in its sole discretion.

691
 Section 8
Bidder’s profile & Questionnaire

Tenderer / Bidder’s Profile & Questionnaire

(To be filled in and submitted by the bidder)

A) Tenderer’s Profile

1. Name of the Individual/ Firm: ………………………………………………

2. Present Correspondence Address …………………………..………………
…………..…………………………………………………………………………
…………………………..…………………………………………………………
Telephone No. …………………………….. Mobile No. ………………………... FAX No.
…………………………………………………………………………
3. Address of place of Works/ Manufacture
……….…………….………………………………………………. …………………
………………….……………………………………………………………………
Telephone No. ..……………………….. Mobile No. ……………………………
4. State the Type of Firm: Sole proprietor-ship/partnership firm / (Tick
the correct choice): Private limited company.
5. Name of the sole proprietor/ partners/ Director(s) of Pvt. Ltd Co.:
S. No. Name Father’s Name Designation
1.

2.

3.

4.

5.

6. Name of the person authorized to enter into and execute contract/ agreement
and the capacity in which he is authorized (in case of partnership/ private Ltd
company):
………………………………………………………………………………………………………………………………….
.………………………………………………………….
7. Permanent Account No. : ………………………………………………………
8. Details of the Bidder’s Bank for effecting e-payments:
(a) Beneficiary Bank Name:………………………………
(b) Beneficiary branch Name:…………………………….
(c) IFSC code of beneficiary Branch……………………..
(d) Beneficiary account No.:……………………………….
(e) Branch Serial No. (MICR No.):………………………...
9. Whether the firm has Office/ works (i.e. manufacture of the tendered item) in
Delhi? If so state its Address
…………………………………………………………………………………………………………………………………
………………………………………

9. GSTN Registration Number(s) of all units/business places of the bidder vide Which
he intends to execute the contract, if awarded.

692
 GSTN 1…………………….
GSTN 2……………………
GSTN 3…………………….
and so on”

B) Questionnaire
1. Do you think any other detail/ material is required to complete the work
specified in the specification? Yes/ No.
1.1 If Yes, Give details
………………………………………………………………………………………
………………………………………………………………………………………
2. Do you think any other item of work need be included in tender form to
complete the work specified in the specification? Yes/ No.
2.1 If Yes, Give details
………………………………………………………………………………………
………………………………………………………………………………………
3. Kindly indicate the maximum Quantity of tendered material which you are
capable of supplying within the scheduled delivery period.
Name of the tendered Item Qty that can be supplied by the firm
within scheduled delivery period.

4. Suggestion for improvement of the tender document.

……………………………………………………………………………………….
……………………………………………………………………………………….
…………………………………………………………………………………….

Place………… Signature of contractor

………………………
Date …………………. Name of Contractor
……………………………

693
 SECTION-9 Part-A

BID FORM

To From,
…………………………………………. ……………………………………….
<complete address of the purchaser> <complete address of the Bidder>
…………………………………………. …………………………………
……………………………………… …………………………………

Bidder’s Reference No:……………....………………… …Dated…………………….

Ref: Your Tender Enquiry No ……………………………………………………………dated ……………………..

1. Having examined the above mentioned tender enquiry document including

amendment/ clarification/ addenda Nos. ...................... dated ……………..
……………the receipt of which is hereby duly acknowledged, we, the undersigned,
offer to supply and deliver .............................................. in conformity with
the said drawings, conditions of contract and specifications for the sum shown in
the schedule of prices attached herewith and made part of the financial Bid.
2. Bid submitted by us is properly sealed and prepared so as to prevent any
subsequent alteration and replacement.
3. We agree to abide by this Bid for a period of ……….days from the date fixed for
Bid opening or for subsequently extended period, if any, agreed to by us. This bid
shall remain binding upon us up to the aforesaid period.
4. We understand that you are not bound to accept the lowest or any bid, you may
receive.
5. If our Bid is accepted, we will provide you with a performance guarantee also
from a consortium partner (as applicable) from a Scheduled Bank for a sum as
mentioned in section 5 B of tender for the due performance of the contract.
6. If our Bid is accepted, we undertake to complete delivery of all the items and
perform all the services specified in the contract in accordance with the delivery
schedule specified in the Section-2 (Tender Information).
7. Until a formal Purchase Order of Contract is prepared and executed, this Bid
together with your written acceptance thereof in your notification of award shall
constitute a binding contract between us.

Dated: ....... day of ................... 20…

Signature ………………………….
Witness Name ……………………………..
Signature…………………………. In the capacity of
………………………….
Name …………………………….. Duly authorized to sign the bid
for and on
Address ...................................... behalf of
..............................................

694
 Section 9 Part B
Part – I: Price Schedule for indigenous supply
[Hyderabad New Data Center (Main) and Pune New Data Center (DR)]

SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1.0 Hardware For Major

Applications (Refer Section
3 Part B25) at Main and DR

N+1 2 set
1.1 Enterprise Class Billing System
Accounting N+1 2 set
1.2 Enterprise Class System
Bill formatter N+1 2 set
1.3 Enterprise Class (Optional)
N+1 2 set
1.4 Enterprise Class Mediation
Technical Order N+1 2 set
Management,
Provisioning
including
workforce
1.5 Enterprise Class management

695
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

N+1 2 set
Inventory
1.6 Enterprise Class Management
N+1 2 set
1.7 Enterprise Class EAI / Middleware
Enterprise N+1 2 set
Management
1.8 Enterprise Class System (EMS)
N+1 2 set
1.9 Enterprise Class CRM
N+1 2 set
Self Care (Mobile
1.10 Enterprise Class App & Web)
Social Media N+1 2 set
Integrator
including Aadhar
1.11 Enterprise Class Integration
Revenue N+1 2 set
1.12 Enterprise Class Assurance
Fraud N+1 2 set
Management
1.13 Enterprise Class System (FMS)
Electronic N+1 2 set
1.14 Enterprise Class Stapling
N+1 2 set
1.15 Enterprise Class Datawarehousing

696
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Enterprise N+1 2 set

Reports &
Business
1.16 Enterprise Class Intelligence
N+1 2 set
Backup, Restore
1.17 Enterprise Class & Archival Server
Payment N+1 2 set
Management
1.18 Enterprise Class System
Application N+1 2 set
Performance
Monitoring tools /
1.19 Enterprise Class SLA Management
N+1 2 set
1.20 Enterprise Class IOBAS
Service Partner N+1 2 set
Billing, Settlement
and Accounting
1.21 Enterprise Class system
N+1 2 set
1.22 Enterprise Class API Management
For 2 set
High
Availab
1.23 Enterprise Class N+1 Server 1 ility

697
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

2 set
For
High
Availab
1.24 Enterprise Class N+1 Server 2 ility

Hardware For Edge

Applications (Refer Section 3
2.0 Part B25) at Main and DR
2.1 Enterprise Class SMTP H/W N+1 2 set

Enterprise Class Directory Server N+1 2 set

LDAP (Domain
controller) –
2.2 Primary
Enterprise Class Directory Server N+1 2 set
LDAP (Domain
controller) –
2.3 Secondary
Enterprise Class Reverse Proxy N+1 2 set
2.4 Server
Enterprise Class Identity N+1 2 set
Management /
Access
2.5 Management
Enterprise Class HTTP Server N+1 2 set
2.6 (Load Balancer)
698
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Enterprise Class N+1 2 set

2.7 DNS Server
Enterprise Class N+1 2 set
Network Access
2.8 Control System
Enterprise Class DMS (Device N+1 2 set
Management
2.9 System)
Enterprise Class Messaging N+1 2 set
2.10 Platform
Enterprise Class Intermediate N+1 2 set
Report Server
Hardware (for
BSNL in-house
2.11 reports)
Enterprise Class Security N+1 2 set
2.12 Applications
Enterprise Class Data Centre IT N+1 2 set
Operations
(Application
profiling and VM
2.13 Management)
Enterprise Class N+1 servers N+1 2 set
(Failover) One for
every five Edge
application,
2.14 Server OS wise

699
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Enterprise Class Spare Servers- N+1 2 set

One for every five
Edge application,
including N+1
2.15 Servers OS wise
Enterprise Class Development N+1 2 set
*Sizing to be 20%
of total Production
capacity. Number
of Cores shall be
sum total of all
2.16 SSP sizing.
2.17 Enterprise Class System N+1 2 set
Integration
Testing & training
Sizing to be 20%
of total Production
capacity. Number
of Cores shall be
sum total of all
SSP sizing.

700
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Enterprise Class User AT (UAT) / N+1 2 set

Preproduction
Environment
Sizing to be 20%
of total Production
capacity. Number
of Cores shall be
sum total of all
2.18 SSP sizing.
Enterprise Class N+1 2 set
2.19 LEA Application
3.0 Other Hardware Items at Main
and DR

System Consoles for

sysadmin (10 Nos. at each
3.1 location) 2 set

Personal Computers (200 at

each location) with latest
Windows OS, MS Office and
3.2 Antivirus 2 set

701
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Laptops ( 10 each location) 2 set

with latest Windows OS, MS
Office and Antivirus

3.3
High speed 2 set
Printers/Scanners/Copier( all
in one heavy duty ) 5 at each
location
3.4
Storage & Backup Solution
(Refer Section 3 Part B27) at
Main and DR for CDR Project
3
4.0
Enterprise All flash Storage ( 2 set
Tier 1) (minimum usable
uncompressed capacity 450
TB at each location on Dual
parity RAID + 82 TB at each
4.1 location for LEA solution
Storage capacity for Tier1 2 set
snapshots. (minimum 90TB at
each location)

4.2
Scale-Out NAS (Tier-2) 2 set
minimum 95TB at each site.
4.3
702
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Storage capacity for Tier2 2 set

snapshots. (minimum 10TB at
each location)

4.4
Disk Library (minimum 800 TB 2 set
at each location)
4.5
Archival Object Storage for 2 set
Long Term Retention of data
(minimum 800 TB at each
location)
4.6
SAN Switches along with 2 set
Necessary Host connecting
cables, Software and any
other components required
(384 + 384 ports With
minimum Two switches at
4.7 each location.)
Multipathing & Load 2 set
Balancing Software. For all
the hosts connected to SAN
Switch (at each location)
4.8

703
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

FCIP Routers minimum 2 2 set

Nos. at each location
(optional)
4.9
Enterprise Class Servers 2 set
Hardware to run various SAN
Applications

4.10
Software for items 4.1 to 4.9 2 set
except 4.8
4.11
Backup software (1 set at 2 set
4.12 each site)

Storage & Backup Solution

(Refer Section 3 Part B27) at
Main (Hyderabad) and DR
5.0 (Kolkatta) for ERP PRoject
Enterprise All flash Storage 2 set
minimum usable
uncompressed capacity 150
TB at Hyderabad on RAID 6
and 65 TB at Kolkata on RAID
5.1 6

704
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

2 set
Storage for snapshots.
(minimum 30 TB at
Hyderabad) and minimum 15
5.2 TB at Kolkata
2 set

Disk Library (minimum 300 TB

5.3 at each location)
2 set
Archival Object Storage for
Long Term Retention of data
(minimum 200 TB at each
5.4 location)
SAN Switches along with 2 set
Necessary Host connecting
cables, Software and any
other components required
(256 + 256 ports With
minimum Two switches at
5.5 each location.)
2 set
Multipathing & Load
Balancing Software. For all
the hosts connected to SAN
5.6 Switch (at each location)

705
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

2 set

FCIP Routers minimum 2

Nos. at each location
5.7 (optional)
2 set

Servers Hardware to run

various Applications of
5.8 backup Infrastructure
2 set

Software for items 1.1 to 1.9

5.9 except 1.8
2 set

Backup software (1 set at

5.10 each site)

Physical Security(Refer
Section 3 Part B30) at Main
6.0 and DR

706
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Access control System

6.1 (Hardware)

6.1.1 Door Controller 2 set

6.1.2 Smart Card Reader (10 Nos.
at each location)

2 set
6.1.3 Door Locks (10 Nos. at each
location)

2 set

Smart cards (200 Nos. at

6.1.4 each location) 2 set

707
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Biometric finger Print Scanner

6.1.5 (20 Nos. at each location) 2 set
6.1.6 *Electronic Rodent
Management System (8 Nos.
at each location)

2 set

CCTV Based surveillance

6.2 System (Hardware)

CCTV Cameras (15 Nos. at

6.2.1 each location) 2 set

6.2.3 DMR 2 set

708
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Access control System

6.3 (Software) 2 set

CCTV Based surveillance

6.4 System (Software) 2 set

Network Equipment (Refer

Section 3 Part B26) at Main
7.0 and DR

BACKBONE ROUTER (2
7.1 Nos. at each location) 2 set

INTERNET ROUTER (2 Nos.

7.2 at each location) 2 set

709
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

DATA CENTER ETHERNET

SWITCH Type I (2 Nos. at
7.3 each location) 2 set
7.4 DATA CENTER ETHERNET
SWITCH Type II configured
with 48 ports of 100/1000
Mbps & 2*10 Gig SFP+ ports
(Quantity to be specified by
Bidder) 2 set

Security Equipment (Refer

Section 3 Part B29) at Main
8.0 and DR

New Generation FIREWALL

8.1 (4 Nos. at each location) 2 set
NIDS(Network Intrusion
Detection System) / NIPS
(Network Intrusion Protection
System) (2 Nos. at each
8.2 location) 2 set

710
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Application Delivery Controller

(Load Balancer) (2 Nos. at
8.3 each location) 2 set

Server Access Control system

(SACS) (2 Nos. at each
8.4 location) 2 set
8.5 Security Information and
event management system
(SIEM) (1 set at each
location)
2 set
Network Access Control
System (NACS) (1 set at each
location)

8.6 2 set

Vulnerability Assessment and

Security Compliance (VM) for
Windows and Linux (1 set at
8.7 each location) 2 set

711
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

HIDS, for Windows, Linux &

other OS supplied (1 set at
8.8 each location) 2 set
Anti-virus and Anti-Spam for
Windows and Linux (for Data
center servers and 500
workstations at each location)
8.9 2 set
9.0 Network Operation Center
(NOC) Equipment (Refer
Section 3 Part B28) at Main
and DR

Large Screen Wall(4*2 67”

Screen size) (2 set at each
9.1 location) 2 set
9.2 Rear Projection Modules LED
based (1 set at each location)

2 set

712
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

9.3 Display Controller Unit (1 set

at each location)

2 set
9.4 Display Controller Extension
Unit configured with RGB
Interface for Display
Controller-Two ports with one
interface cable(15 m), Video
Interface for Display
Controller - Four Ports with
one interface cable( 15 m) (1
set at each location) 2 set
9.5 Software’s for 8.1 to 8.4 (1 set
at each location)

2 set
10.0 Security Operation Centre
(SOC) Equipment (Refer
Section 3 Part B28) at Main
Only

10.1 Security Operation Center

Hardware 1 set
10.2 Security Operation Center
Software 1 set

713
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

11.0 System Software(Refer

Section 3 Part B25) at Main
and DR
11.1 Cluster Software (as per
design) 2 set
Virtualization software (as per
11.2 design) 2 set
Application profiling /
management system (as per
11.3 design) 2 set
File System & Volume
11.4 manager (as per design) 2 set
Operating System (as per
11.5 design) 2 set
Application Software Item’s
on Need Basis as per tender
requirement for Main DC at
Hyderabad & DR at Pune
(Refer Section 3 Part B) (for
12.0 15 million subscribers)
12.1 Billing System 15 Mn

12.2 Accounting System 500

12.3 Bill formatter (Optional) 1 set

15 Mn
12.4 Mediation
714
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Order Management,
Provisioning including
12.5 workforce management 15 Mn

12.6 Inventory Management 15 Mn

12.7 EAI / Middleware 1 set
Enterprise Management
12.8 System (EMS) 1 set

12.9 CRM 22,000

12.10 Self-Care (Mobile App & Web) 1 set

12.11 Product Catalogue 1 set

12.12 Social Media Integrator 1 set
12.13 Revenue Assurance 15 Mn
Fraud management System
12.14 (FMS) 15 Mn
12.15 Electronic Stapling 1 set

12.16 Datawarehousing 1 set

Enterprise Reporting &
12.17 Business Intelligence 1 set
Backup, Restore & Archival
12.18 Server 1 set
Payment Management
12.19 System 1 set

715
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Application Performance
Monitoring tools / SLA
12.20 Management 1 set
12.21 IOBAS 15 Mn
Service Partner Billing,
Settlement and Accounting
12.22 system 1 set

12.23 API Management 1 set

Database Licenses & Allied
licenses such as diagnostic
12.24 tools etc ( as per design ) 1 set

12.25 LEA Application 1 set

12.26 Any other application 1 set
Services (Hardware,
Networking and Application
softwares) – (DATA CENTRE)
**at Main and DR for CDR
13.0 Project 3
I&C of Servers, Storage,
Network, Security, NOC &
13.1 SOC 2 set

716
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Software Implementation –
Application Software
implementation, version
upgradation, customization
13.2 etc. 1 set
I&C of Physical Security &
13.3 UPS 2 set
Migration of services and data
from existing Data Centre to
13.4 new data centre 2 set
Training & Any other items
13.5 1 set
Data Center Certification
13.6 Services 2 set
Services (Storage) – (DATA
CENTRE) **at Main
(Hyderabad) and DR
14.0 (Kolkatta) for ERP Project

I&C of Storage Equipment, AT

14.1 / VT , training, migration, 2 set
Data Center Operation at
15.0 Main and DR
960
man
Year 1 Data Center Operation mont
15.1 (Optional) hs
717
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Year 2 (During Warranty) 960

man
mont
15.2 hs
Year 3 (During Warranty)
960
man
mont
15.3 hs
Year 4
960
man
mont
15.4 hs
Year 5
960
man
mont
15.5 hs
Year 6
960
man
mont
15.6 hs
Year 7
960
man
mont
15.7 hs
718
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Year 8
960
man
mont
15.8 hs
Year 9
960
man
mont
15.9 hs

Annual Maintenance Contract

16.0 (at Main and DR)
Hardware for Major
16.1 Applications

16.1.1 Year 1 2 set

16.1.2 Year 2 2 set

16.1.3 Year 3 2 set
16.1.4 Year 4 2 set
16.1.5 Year 5 2 set
16.1.6 Year 6 2 set
Hardware for Edge
16.2 Applications

16.2.1 Year 1 2 set

719
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.2.2 Year 2 2 set

16.2.3 Year 3 2 set
16.2.4 Year 4 2 set
16.2.5 Year 5 2 set
16.2.6 Year 6 2 set
16.3 Other Hardware Items
16.3.1 Year 1 2 set
16.3.2 Year 2 2 set

16.3.3 Year 3 2 set

16.3.4 Year 4 2 set

16.3.5 Year 5 2 set

16.3.6 Year 6 2 set

Storage & Backup Solutions

16.4 for CDR Project 3
16.4.1 Year 1 2 set
16.4.2 Year 2 2 set
16.4.3 Year 3 2 set
16.4.4 Year 4 2 set
16.4.5 Year 5 2 set
16.4.6 Year 6 2 set
Storage & Backup Solutions
16.5 for ERP Project
720
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.5.1 Year 1 2 set

16.5.2 Year 2 2 set

16.5.3 Year 3 2 set

16.5.4 Year 4 2 set

16.5.5 Year 5 2 set
16.5.6 Year 6 2 set

16.6 Physical Security

16.6.1 Year 1 2 set

16.6.2 Year 2 2 set

16.6.3 Year 3 2 set

16.6.4 Year 4 2 set

16.6.5 Year 5 2 set

16.6.6 Year 6 2 set

16.7 Network Equipment

721
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.7.1 Year 1 2 set

16.7.2 Year 2 2 set

16.7.3 Year 3 2 set

16.7.4 Year 4 2 set

16.7.5 Year 5 2 set

16.7.6 Year 6 2 set

16.8 Security Equipment

16.8.1 Year 1 2 set

16.8.2 Year 2 2 set

16.8.3 Year 3 2 set

16.8.4 Year 4 2 set

16.8.5 Year 5 2 set

722
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.8.6 Year 6 2 set

Network Operation Centre

16.9 (NOC) Equipment

16.9.1 Year 1 2 set

16.9.2 Year 2 2 set

16.9.3 Year 3 2 set

16.9.4 Year 4 2 set

16.9.5 Year 5 2 set

16.9.6 Year 6 2 set

Security Operation Centre

16.10 (SOC) Equipment at Only
Main DC
16.10.1 1 set
Year 1
16.10.2 Year 2 1 set

16.10.3 Year 3 1 set

723
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.10.4 Year 4 1 set

16.10.5 Year 5 1 set

16.10.6 Year 6 1 set

16.11 System Software

16.11.1 Year 1 2 set

16.11.2 Year 2 2 set

16.11.3 Year 3 2 set

16.11.4 Year 4 2 set

16.11.5 Year 5 2 set

16.11.6 Year 6 2 set

Software Maintenance -
16.12 Billing System

16.12.1 Year 1 1 set

724
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.12.2 Year 2 1 set

16.12.3 Year 3 1 set

16.12.4 Year 4 1 set

16.12.5 Year 5 1 set

16.12.6 Year 6 1 set

Software Maintenance
16.13 Accounting System

16.13.1 Year 1 1 set

16.13.2 Year 2 1 set

16.13.3 Year 3 1 set

16.13.4 Year 4 1 set

16.13.5 Year 5 1 set

16.13.6 Year 6 1 set

725
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Software Maintenance - Bill

16.14 Formatter (optional)

16.14.1 Year 1 1 set

16.14.2 Year 2 1 set

16.14.3 Year 3 1 set

16.14.4 Year 4 1 set

16.14.5 Year 5 1 set

16.14.6 Year 6 1 set

Software Maintenance -
Mediation including OCB
technology (Intec & Packet
16.15 ware)

16.15.1 Year 1 1 set

16.15.2 Year 2 1 set

16.15.3 Year 3 1 set

726
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.15.4 Year 4 1 set

16.15.5 Year 5 1 set

16.15.6 Year 6 1 set

Software Maintenance –
Technical Order
Management, Provisioning,
16.16 Workforce Management

16.16.1 Year 1 1 set

16.16.2 Year 2 1 set

16.16.3 Year 3 1 set

16.16.4 Year 4 1 set

16.16.5 Year 5 1 set

16.16.6 Year 6 1 set

727
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Software Maintenance -
16.17 Inventory Management

16.17.1 Year 1 1 set

16.17.2 Year 2 1 set

16.17.3 Year 3 1 set

16.17.4 Year 4 1 set

16.17.5 Year 5 1 set

16.17.6 Year 6 1 set

Software Maintenance - EAI /

16.18 Middelware

16.18.1 Year 1 1 set

16.18.2 Year 2 1 set

728
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set
16.18.3 Year 3

16.18.4 Year 4 1 set

1 set
16.18.5 Year 5

16.18.6 Year 6 1 set

Software Maintenance -
Enterprise Management
16.19 System (EMS)

16.19.1 Year 1 1 set

16.19.2 Year 2 1 set

16.19.3 Year 3 1 set

16.19.4 Year 4 1 set

1 set
16.19.5 Year 5

729
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set
16.19.6 Year 6

16.20 Software Maintenance - CRM

16.20.1 Year 1 1 set

16.20.2 Year 2 1 set

16.20.3 Year 3 1 set

16.20.4 Year 4 1 set

16.20.5 Year 5 1 set

730
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.20.6 Year 6 1 set

Software Maintenance - Self

16.21 Care (Mobile App & Web)

16.21.1 Year 1 1 set

16.21.2 Year 2 1 set

16.21.3 Year 3 1 set

731
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.21.4 Year 4 1 set

16.21.5 Year 5 1 set

16.21.6 Year 6 1 set

Software Maintenance-
16.22 Product Catalogue

16.22.1 Year 1 1 set

732
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.22.2 Year 2

1 set

16.22.3 Year 3

1 set

16.22.4 Year 4

1 set

16.22.5 Year 5

1 set

16.22.6 Year 6

733
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Software Maintenance –
16.23 Social Media Integrator

16.23.1 Year 1 1 set

1 set

16.23.2 Year 2

1 set

16.23.3 Year 3

1 set

16.23.4 Year 4

734
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.23.5 Year 5

1 set

16.23.6 Year 6

Software Maintenance -
16.24 Revenue Assurance (RA)

1 set

16.24.1 Year 1

1 set

16.24.2 Year 2

735
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.24.3 Year 3

1 set

16.24.4 Year 4

1 set

16.24.5 Year 5

1 set

16.24.6 Year 6

Software Maintenance – Fault

16.25 Management System (FMS)

736
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.25.1 Year 1 1 set

16.25.2 Year 2 1 set

16.25.3 Year 3 1 set

16.25.4 Year 4 1 set

16.25.5 Year 5 1 set

737
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.25.6 Year 6 1 set

Software Maintenance –
16.26 Electronic Stapling

16.26.1 Year 1 1 set

16.26.2 Year 2 1 set

16.26.3 Year 3 1 set

738
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.26.4 Year 4 1 set

16.26.5 Year 5 1 set

16.26.6 Year 6 1 set

Software Maintenance –
Enterprise Reporting Software
16.27 & Business Intelligence

16.27.1 Year 1 1 set

739
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.27.1.
2 Year 2 1 set

16.27.3 Year 3 1 set

16.27.4 Year 4 1 set

16.27.5 Year 5 1 set

16.27.6 Year 6 1 set

740
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Software Maintenance –
Backup, restore & archival (at
16.28 Main and DR)

16.28.1 Year 1 2 set

16.28.2 Year 2 2 set

16.28.3 Year 3 2 set

16.28.4 Year 4 2 set

741
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.28.5 Year 5 2 set

16.28.6 Year 6 2 set

Software Maintenance –
Payment Management
16.29 System (PMS)

16.29.1 Year 1 1 set

16.29.2 Year 2 1 set

742
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.29.3 Year 3 1 set

16.29.4 Year 4 1 set

16.29.5 Year 5 1 set

16.29.6 Year 6 1 set

Software Maintenance –
Application performance
monitoring tools/ SLA
16.30 Management

743
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.30.1 Year 1 1 set

16.30.2 Year 2 1 set

16.30.3 Year 3 1 set

16.30.4 Year 4 1 set

16.30.5 Year 5 1 set

744
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.30.6 Year 6 1 set

16.31 IOBAS

16.31.1 Year 1 1 set

16.31.2 Year 2 1 set

16.31.3 Year 3 1 set

745
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.31.4 Year 4 1 set

16.31.5 Year 5 1 set

16.31.6 Year 6 1 set

Software Maintenance –
Service partner Billing,
Settlement and Accounting
16.32 System

16.32.1 Year 1 1 set

746
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.32.2 Year 2 1 set

16.32.3 Year 3 1 set

16.32.4 Year 4 1 set

16.32.5 Year 5 1 set

16.32.6 Year 6 1 set

747
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Software Maintenance – API

16.33 Management

16.33.1 Year 1 1 set

16.33.2 Year 2 1 set

1 set

16.33.3 Year 3

1 set

16.33.4 Year 4

748
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.33.5 Year 5

1 set

16.33.6 Year 6

Software Maintenance –
16.34 Database Licenses

16.34.1 Year 1 1 set

1 set

16.34.2 Year 2

749
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.34.3 Year 3

1 set

16.34.4 Year 4

1 set

16.34.5 Year 5

1 set

16.34.6 Year 6

Software Maintenance –
16.35 Database Application Cluster

750
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.35.1 Year 1

1 set

16.35.2 Year 2

1 set

16.35.3 Year 3

1 set

16.35.4 Year 4

1 set

16.35.5 Year 5

751
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.35.6 Year 6 1 set

Software Maintenance –
Database Partitioning
Licenses
16.36

1 set

16.36.1 Year 1

1 set

16.36.2 Year 2

1 set

16.36.3 Year 3

752
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.36.4 Year 4

1 set

16.36.5 Year 5

16.36.6 Year 6 1 set

Software Maintenance –
Diagnostic & Performance
Tunning
16.37

16.37.1 Year 1 1 set

753
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

1 set

16.37.2 Year 2

1 set

16.37.3 Year 3

1 set

16.37.4 Year 4

1 set

16.37.5 Year 5

1 set

16.37.6 Year 6

754
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

New UPS & Associated

Switch gear (at Main and DR)

16.38

2 set

16.38.1 Year 1

2 set

16.38.2 Year 2

2 set

16.38.3 Year 3

2 set

16.38.4 Year 4

755
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.38.5 Year 5 2 set

16.38.6 Year 6 2 set

16.38.7 Year 7 2 set

16.38.8 Year 8 2 set

16.39 Existing CES (CDOT)

756
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.39.1 Year 1 1 set

16.39.2 Year 2 1 set

16.39.3 Year 3 1 set

16.39.4 Year 4 1 set

16.39.5 Year 5 1 set

757
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

16.39.6 Year 6 1 set

Existing (reused )and New

16.40 Edge Applications

2 set

16.40.1 Year 1

2 set

16.40.2 Year 2

2 set

16.40.3 Year 3

758
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

2 set

16.40.4 Year 4

16.40.5 Year 5 2 set

16.40.6 Year 6 2 set

16.41 Any Other Item

2 set

16.41.1 Year 1

759
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

2 set

16.41.2 Year 2

2 set

16.41.3 Year 3

2 set

16.41.4 Year 4

16.41.5 Year 5 2 set

16.41.6 Year 6 2 set

760
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

17.0 Documentation

17.1 Hard Copy 2 set

17.2 Soft Copy 2 set

18.0 UPS (New)

18.1 UPS ( minimum 200 KVA * 8) 2 set

761
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Refer
Secti
on-3-
AMC of Existing CDR DC Part-
19.0 South at Hyderabad B-1

19.1 Data centre class Hardware Year 1

19.2 Edge Hardware Year 1

19.3 Edge Applications Year 1

19.4 UPS Year 1

762
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

19.5 Network (South DC) Year 1

19.6 Security Year 1

Major Software Licenses

support (Except Billing
19.7 application & Bill formatter) Year 1

19.8 RDBMS Year 1

19.9 Storage (Optional) Year 1

CDR & ERP

19.10 Bill Formatter (Optional) Year 1

763
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

Refer
Secti
on-3-
AMC of Existing CDR DC Part-
20.0 East at Kolkata B-1

20.1 Data centre class Hardware Year 1

20.2 Edge Hardware Year 1

20.3 Edge Applications Year 1

20.4 UPS Year 1

764
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

20.5 Network (East DC) Year 1

20.6 Security Year 1

Major Software Licenses

support (Except Billing
20.7 Application & Bill formatter) Year 1

20.8 RDBMS Year 1

Storage (Optional)

20.9 CDR & ERP Year 1

765
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

20.10 Bill Formatter (Optional) Year 1

Refer
Secti
on-3-
AMC of Existing CDR DC Part-
21.0 West at Pune B-1

21.1 Data centre class Hardware Year 1

21.2 Edge Hardware Year 1

21.3 Edge Applications Year 1

766
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

21.4 UPS Year 1

21.5 Network (West DC) Year 1

21.6 Security Year 1

Major Software Licenses

21.7 support (except Bill formatter) Year 1

21.8 RDBMS Year 1

767
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

21.9 Storage (Optional) Year 1

21.10 Bill Formatter (Optional) Year 1

Refer
Secti
on-3-
AMC of Existing CDR DC Part-
22.0 North at Chandigarh B-1

22.1 Data centre class Hardware Year 1

22.2 Edge Hardware Year 1

768
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

22.3 Edge Applications Year 1

22.4 UPS Year 1

22.5 Network (North DC) Year 1

22.6 Security Year 1

Major Software Licenses

support (Except Bill
22.7 formatter) Year 1

769
 SOR Item Description

Total price inclusive of all levies

and charges but excluding ITC
Amount

Basic Unit Price Excluding all

HSN for goods and SAC for

FFP & I of Input Unit price
All inclusive Unit

taxes & charges

Charges GST tax excluding
cost
Credit ITC
S.No Type of Server Data Center

High Availability

(net total cost)

CGST SGST IGST (ITC ) to amount

Total quantity
Applications/
be (net unit
Server

services
Amount

Amount

12=11x(4+6) Amount
availed cost to

Amount

Rate

Rate

Rate
Rate *
by BSNL BSNL)

10=9x(4+6)
8=7x(4+6)
13=4+6+{(8+10) or 14=(8+10)

6=5x4
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 15=13-14 16=3x15 17
12} or 12

22.8 RDBMS Year 1

22.9 Storage (Optional) Year 1

22.10 Bill Formatter Year 1

Data Center Certification

23.0 Services

Data Center Certification

23.1 Services 2 set

770
Notes for bidder:

1. Bidder must mandatorily quote for all GST components (CGST, SGST, IGST) as required.
2. If Annual maintenance Contract charges are required to be quoted as per SOR, basic charges should be shown in column-4 & the
Goods and Services Tax (GST) in column 7 to 12.
3. The bidder who submits the offer with concessional Goods and Services Tax (GST) shall submit the proof of applicable
concessional GST. In case the concessional GST is not creditable to BSNL it should be included in the price of the goods/services.
4. In case, dealer is registered under compounding scheme or any rule/notification where the BSNL is not eligible for input tax credit
then the bidder should not disclose any amount in column 7 to 12 & 14.
5. * %age Rate of FF & packing should be shown of Basic Unit Price excluding all taxes & charges ( i.e as %age of Col.4).
6. The FF& packing amount quoted shall not be subject to change after bid evaluation/ ordering on account of change of Copper,
Lead base price, changes in duties & taxes of item, etc.
7. Bidder must mandatorily mention HSN & SAC numbers.
8. In respect of SOR items at Sl.No. 3.1 to 18.1 and 23.1, the Column No. 2(b) & 2 (c) need not be filled by the bidder. In respect
of SOR items 19 to 22, the Column No. 2(c) need not be filled by the bidder.

Declaration by bidder

1. We hereby declare that in quoting the above prices, we have taken into account the entire credit on inputs available under the
GST Act introduced w.e.f. 1 July 2017 and further extended on more items till date”.
2. “We hereby certify that HSN/ SAC shown in column 17 are correct &credit of GST for the amount shown in column 14 above are
admissible as per GST Laws.

Name of Bidder:

771
 Section 9 Part B
Part – II: Price Schedule for Items to be supplied under imported category
[Hyderabad New Data Center (Main) and Pune New Data Center (DR)]

Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

1.0 Hardware
For Major
Applicatio
ns (Refer
Section 3
Part B25)
at Main
and DR

2 set
Enterprise
1.1 Class Billing System N+1

772
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

2 set
Enterprise Accounting
1.2 Class System N+1
2 set
Enterprise Bill formatter
1.3 Class (optional) N+1
2 set
Enterprise
1.4 Class Mediation N+1
Technical 2 set
Order
Management,
Provisioning
including
Enterprise workforce
1.5 Class management N+1
2 set
Enterprise Inventory
1.6 Class Management N+1
2 set
Enterprise EAI /
1.7 Class Middleware N+1
2 set
Enterprise
Enterprise Management
1.8 Class System (EMS) N+1
773
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

2 set
Enterprise
1.9 Class CRM N+1
Self Care 2 set
Enterprise (Mobile App &
1.10 Class Web) N+1
Social Media 2 set
Integrator
including
Enterprise Aadhar
1.11 Class Integration N+1
2 set
Enterprise Revenue
1.12 Class Assurance N+1
Fraud 2 set
Enterprise Management
1.13 Class System (FMS) N+1
2 set
Enterprise Electronic
1.14 Class Stapling N+1
2 set
Enterprise Datawarehous
1.15 Class ing N+1

774
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Enterprise 2 set
Reports &
Enterprise Business
1.16 Class Intelligence N+1
Backup, 2 set
Restore &
Enterprise Archival
1.17 Class Server N+1
Payment 2 set
Enterprise Management
1.18 Class System N+1
Application 2 set
Performance
Monitoring
Enterprise tools / SLA
1.19 Class Management N+1
2 set
Enterprise
1.20 Class IOBAS N+1
Service 2 set
Partner Billing,
Enterprise Settlement
1.21 Class and N+1

775
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Accounting
system
2 set
Enterprise API
1.22 Class Management N+1
For 2 set
High
Avail
Enterprise abilit
1.23 Class N+1 Server 1 y
For 2 set
High
Avail
Enterprise abilit
1.24 Class N+1 Server 2 y
Hardware
For Edge
Applicatio
ns (Refer
Section 3
Part B25)
at Main
2.0 and DR

776
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

2.1 Enterprise SMTP H/W N+1 2 set

Class

Enterprise Directory N+1 2 set

Class Server LDAP
(Domain
controller) –
2.2 Primary
Enterprise Directory N+1 2 set
Class Server LDAP
(Domain
controller) –
2.3 Secondary
Enterprise N+1 2 set
Class Reverse Proxy
2.4 Server
Enterprise Identity N+1 2 set
Class Management /
Access
2.5 Management
Enterprise N+1 2 set
HTTP Server
2.6 (Load
777
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Class Balancer)

Enterprise N+1 2 set

Class
2.7 DNS Server
Enterprise Network N+1 2 set
Class Access
Control
2.8 System
Enterprise DMS (Device N+1 2 set
Class Management
2.9 System)
Enterprise N+1 2 set
Class Messaging
2.10 Platform
Enterprise Intermediate N+1 2 set
Class Report Server
Hardware (for
BSNL in-
2.11 house reports)

778
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Enterprise N+1 2 set

Class Security
2.12 Applications
Enterprise Data Centre IT N+1 2 set
Class Operations
(Application
profiling and
VM
2.13 Management)
Enterprise N+1 servers N+1 2 set
Class (Failover) One
for every five
Edge
application,
Server OS
2.14 wise
Enterprise Spare N+1 2 set
Class Servers-One
for every five
Edge
application,
including N+1
2.15 Servers OS
779
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

wise

Enterprise Development N+1 2 set

Class *Sizing to be
20% of total
Production
capacity.
Number of
Cores shall be
sum total of all
2.16 SSP sizing.
2.17 Enterprise System N+1 2 set
Class Integration
Testing &
trainingSizing
to be 20% of
total
Production
capacity.
Number of
Cores shall be

780
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

sum total of all

SSP sizing.

Enterprise User AT (UAT) N+1 2 set

Class /
Preproduction
EnvironmentSi
zing to be 20%
of total
Production
capacity.
Number of
Cores shall be
sum total of all
2.18 SSP sizing.
Enterprise N+1 2 set
LEA
Class
application
2.19
3.0 Other
Hardware
Items at
Main and
781
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

DR

System
Consoles
for
sysadmin
(10 Nos. at
each
3.1 location) 2 set
Personal
Computers
(200 at
each
location)
with latest
Windows
OS, MS
Office and
3.2 Antivirus 2 set
Laptops ( 2 set
10 each
location)
3.3 with latest
782
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Windows
OS, MS
Office and
Antivirus
High speed 2 set
Printers/Sc
anners/Cop
ier( all in
one heavy
duty ) 5 at
each
3.4 location
Storage &
Backup
Solution
(Refer
Section 3
Part B27)
at Main
and DR for
CDR
4.0 Project 3

783
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Enterprise 2 set
All flash
Storage (
Tier 1)
(minimum
usable
uncompres
sed
capacity
450 TB at
each
location on
Dual parity
RAID + 82
TB at each
location for
LEA
4.1 Solution
Storage 2 set
capacity for
Tier1
snapshots.
4.2 (minimum

784
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

90TB at
each
location)
Scale-Out 2 set
NAS (Tier-
2)
minimum
95TB at
4.3 each site.
Storage 2 set
capacity for
Tier2
snapshots.
(minimum
10TB at
each
4.4 location)
Disk 2 set
Library
(minimum
800 TB at
each
4.5 location)

785
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Archival 2 set
Object
Storage for
Long Term
Retention
of data
(minimum
800 TB at
each
4.6 location)
SAN 2 set
Switches
along with
Necessary
Host
connecting
cables,
Software
and any
other
component
s required
4.7 (384 + 384

786
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

ports With
minimum
Two
switches at
each
location.)
Multipathin 2 set
g & Load
Balancing
Software.
For all the
hosts
connected
to SAN
Switch (at
each
4.8 location)
FCIP 2 set
Routers
minimum 2
Nos. at
each
4.9 location

787
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

(optional)

Enterprise 2 set
Class
Servers
Hardware
to run
various
SAN
Application
4.10 s
Software 2 set
for items
4.1 to 4.9
4.11 except 4.8
Backup 2 set
software (1
set at each
4.12 site)
Storage &
Backup
5.0 Solution

788
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

(Refer
Section 3
Part B27)
at Main
(Hyderaba
d) and DR
(Kolkatta)
for ERP
PRoject
Enterprise 2 set
All flash
Storage
minimum
usable
uncompres
sed
capacity
150 TB at
Hyderabad
on RAID 6
and 65 TB
at Kolkata
5.1 on RAID 6

789
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Storage for 2 set

snapshots.
(minimum
30 TB at
Hyderabad
) and
minimum
15 TB at
5.2 Kolkata
Disk 2 set
Library
(minimum
300 TB at
each
5.3 location)
Archival 2 set
Object
Storage for
Long Term
Retention
of data
(minimum
5.4 200 TB at

790
 S.No

5.5
Type of Server

2(a)

Two
Host
SAN

each
each

other
cables,

and any

location.)
location)

Software
Switches

minimum
s required
along with

ports With
Necessary

(256 + 256
connecting

switches at
component
Data Center Applications/ Server

2(b)
Item Description

Configuration

2(c)
Total quantity

2 set
Assessable Value for Consumption of

4
Custom Duty

5
Rate
BCD
6=5x4 Amount
7

Rate
EC and SHEC
8=7x6 Amount
Custom Duty

Rate
IGST
10=(4+6+8)x9 Amount
11
BSNL

other
Price of

including
Bidder to

IGST paid
excluding
Basic Unit

logistics to
Bidder (but
BCD, Cesses,

under col 10)

12

Rate * FFP & I

Charges
13=12x11 Amount
14

Rate

15=14x(11+13) Amount CGST

16

Rate
SGST
17=16x(11+13) Amount
GST on FF packing

8
1

Rate
19=18x(11+13) Amount IGST
All

20=11+13+((15+17)or19)
sive

cost
Unit
inclu
be
tax

21=((15+17))or19)
Credit

availed
(ITC ) to
of Input

by BSNL
Amount

ITC

22=20-21
BSNL)
cost to
amount
(net unit
excluding
Unit price

23=3*22
791

Total price inclusive of all levies and

charges but excluding ITC (net total cost)
4
2

Customs tariff head

25

HSN for goods and SAC for services

 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Multipathin 2 set
g & Load
Balancing
Software.
For all the
hosts
connected
to SAN
Switch (at
each
5.6 location)
FCIP 2 set
Routers
minimum 2
Nos. at
each
location
5.7 (optional)
Servers 2 set
Hardware
to run
various
5.8 Application

792
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

s of backup
Infrastructu
re
Software 2 set
for items
1.1 to 1.9
5.9 except 1.8
Backup 2 set
software (1
set at each
5.10 site)
Physical
Security(R
efer
Section 3
Part B30)
at Main
6.0 and DR
Access
control
System
(Hardware
6.1 )

793
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

6.1. Door
1 Controller 2 set
6.1. Smart Card
2 Reader (10
Nos. at
each
location) 2 set
6.1. Door Locks
3 (10 Nos. at
each
location) 2 set
Smart
cards (200
Nos. at
6.1. each
4 location) 2 set
Biometric
finger Print
Scanner
(20 Nos. at
6.1. each
5 location) 2 set

794
 S.No

3
1
6

6.3
6.2

6.2.
6.2.
6.1.

)
Type of Server

2(a)

each
each

DMR
CCTV
CCTV
Based
Rodent

control
Access
location)
location)

Cameras
(8 Nos. at
nt System

surveillan
*Electronic

(15 Nos. at
(Hardware
ce System
Manageme
Data Center Applications/ Server

2(b)
Item Description

Configuration

2(c)
Total quantity

2 set
2 set
2 set
2 set
Assessable Value for Consumption of

4
Custom Duty

5
Rate
BCD
6=5x4 Amount
7

Rate
EC and SHEC
8=7x6 Amount
Custom Duty

Rate
IGST
10=(4+6+8)x9 Amount
11
BSNL

other
Price of

including
Bidder to

IGST paid
excluding
Basic Unit

logistics to
Bidder (but
BCD, Cesses,

under col 10)

12

Rate * FFP & I

Charges
13=12x11 Amount
14

Rate

15=14x(11+13) Amount CGST

16

Rate
SGST
17=16x(11+13) Amount
GST on FF packing

8
1

Rate
19=18x(11+13) Amount IGST
All

20=11+13+((15+17)or19)
sive

cost
Unit
inclu
be
tax

21=((15+17))or19)
Credit

availed
(ITC ) to
of Input

by BSNL
Amount

ITC

22=20-21
BSNL)
cost to
amount
(net unit
excluding
Unit price

23=3*22
795

Total price inclusive of all levies and

charges but excluding ITC (net total cost)
4
2

Customs tariff head

25

HSN for goods and SAC for services

 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

System
(Software)
CCTV
Based
surveillan
ce System
6.4 (Software) 2 set
Network
Equipment
(Refer
Section 3
Part B26)
at Main
7.0 and DR
BACKBON
E ROUTER
(2 Nos. at
each
7.1 location) 2 set
INTERNET
ROUTER
7.2 (2 Nos. at 2 set

796
 S.No

7.4
7.3
Type of Server

2(a)

each
each

DATA
DATA

Type II
Nos. at

with 48
ports of

Mbps &
location)
location)

2*10 Gig
CENTER
CENTER

100/1000
Type I (2

configured
ETHERNE
ETHERNE

T SWITCH
T SWITCH

SFP+ ports
(Quantity to
Data Center Applications/ Server

2(b)
Item Description

Configuration

2(c)
Total quantity

2 set
2 set
Assessable Value for Consumption of

4
Custom Duty

5
Rate
BCD
6=5x4 Amount
7

Rate
EC and SHEC
8=7x6 Amount
Custom Duty

Rate
IGST
10=(4+6+8)x9 Amount
11
BSNL

other
Price of

including
Bidder to

IGST paid
excluding
Basic Unit

logistics to
Bidder (but
BCD, Cesses,

under col 10)

12

Rate * FFP & I

Charges
13=12x11 Amount
14

Rate

15=14x(11+13) Amount CGST

16

Rate
SGST
17=16x(11+13) Amount
GST on FF packing

8
1

Rate
19=18x(11+13) Amount IGST
All

20=11+13+((15+17)or19)
sive

cost
Unit
inclu
be
tax

21=((15+17))or19)
Credit

availed
(ITC ) to
of Input

by BSNL
Amount

ITC

22=20-21
BSNL)
cost to
amount
(net unit
excluding
Unit price

23=3*22
797

Total price inclusive of all levies and

charges but excluding ITC (net total cost)
4
2

Customs tariff head

25

HSN for goods and SAC for services

 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

be
specified
by Bidder)
Security
Equipment
(Refer
Section 3
Part B29)
at Main
8.0 and DR
New
Generation
FIREWALL
(4 Nos. at
each
8.1 location) 2 set
NIDS(Netw
ork
Intrusion
Detection
System) /
NIPS
8.2 (Network 2 set

798
 S.No

8.4
8.3
Type of Server

2(a)

each
each
each

(Load

Server

Nos. at
Nos. at

system
Control
Access
Delivery

location)
location)
location)
Intrusion

Balancer)
(2 Nos. at
Controller
Protection

(SACS) (2
System) (2

Application
Data Center Applications/ Server

2(b)
Item Description

Configuration

2(c)
Total quantity

2 set

2 set
Assessable Value for Consumption of

4
Custom Duty

5
Rate
BCD
6=5x4 Amount
7

Rate
EC and SHEC
8=7x6 Amount
Custom Duty

Rate
IGST
10=(4+6+8)x9 Amount
11
BSNL

other
Price of

including
Bidder to

IGST paid
excluding
Basic Unit

logistics to
Bidder (but
BCD, Cesses,

under col 10)

12

Rate * FFP & I

Charges
13=12x11 Amount
14

Rate

15=14x(11+13) Amount CGST

16

Rate
SGST
17=16x(11+13) Amount
GST on FF packing

8
1

Rate
19=18x(11+13) Amount IGST
All

20=11+13+((15+17)or19)
sive

cost
Unit
inclu
be
tax

21=((15+17))or19)
Credit

availed
(ITC ) to
of Input

by BSNL
Amount

ITC

22=20-21
BSNL)
cost to
amount
(net unit
excluding
Unit price

23=3*22
799

Total price inclusive of all levies and

charges but excluding ITC (net total cost)
4
2

Customs tariff head

25

HSN for goods and SAC for services

 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

8.5 Security
Information
and event
manageme
nt system
(SIEM) (1
set at each
location)
2 set
Network
Access
Control
System
(NACS) (1
set at each
8.6 location) 2 set
Vulnerabilit
y
Assessmen
t and
Security
8.7 Complianc 2 set
800
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

e (VM) for
Windows
and Linux
(1 set at
each
location)
HIDS, for
Windows,
Linux &
other OS
supplied (1
set at each
8.8 location) 2 set
Anti-virus
and Anti-
Spam for
Windows
and Linux
(for Data
center
servers
and 500
8.9 workstation 2 set

801
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

s at each
location)
9.0 Network
Operation
Center
(NOC)
Equipment
(Refer
Section 3
Part B28)
at Main
and DR
Large
Screen
Wall(4*2
67” Screen
size) (2 set
at each
9.1 location) 2 set
9.2 Rear
Projection
Modules
LED based 2 set
802
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

(1 set at
each
location)
9.3 Display
Controller
Unit (1 set
at each
location) 2 set
9.4 Display
Controller
Extension
Unit
configured
with RGB
Interface
for Display
Controller-
Two ports
with one
interface
cable(15
m), Video
Interface 2 set

803
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

for Display
Controller -
Four Ports
with one
interface
cable( 15
m) (1 set
at each
location)
9.5 Software’s
for 8.1 to
8.4 (1 set
at each
location) 2 set
10.0 Security
Operation
Centre
(SOC)
Equipment
(Refer
Section 3
Part B28)
at Main

804
 S.No

11.1
11.0
10.2
10.1
Type of Server

2(a)

Only

Refer
Center
Center

(as per
Cluster

design)
at Main
and DR
System
Security
Security

Software
Software
Hardware

Part B25)
Operation
Operation

Section 3
Software(
Data Center Applications/ Server

2(b)
Item Description

Configuration

2(c)
Total quantity

2 set
1 set
1 set
Assessable Value for Consumption of

4
Custom Duty

5
Rate
BCD
6=5x4 Amount
7

Rate
EC and SHEC
8=7x6 Amount
Custom Duty

Rate
IGST
10=(4+6+8)x9 Amount
11
BSNL

other
Price of

including
Bidder to

IGST paid
excluding
Basic Unit

logistics to
Bidder (but
BCD, Cesses,

under col 10)

12

Rate * FFP & I

Charges
13=12x11 Amount
14

Rate

15=14x(11+13) Amount CGST

16

Rate
SGST
17=16x(11+13) Amount
GST on FF packing

8
1

Rate
19=18x(11+13) Amount IGST
All

20=11+13+((15+17)or19)
sive

cost
Unit
inclu
be
tax

21=((15+17))or19)
Credit

availed
(ITC ) to
of Input

by BSNL
Amount

ITC

22=20-21
BSNL)
cost to
amount
(net unit
excluding
Unit price

23=3*22
805

Total price inclusive of all levies and

charges but excluding ITC (net total cost)
4
2

Customs tariff head

25

HSN for goods and SAC for services

 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Virtualizatio
n software
(as per
11.2 design) 2 set
Application
profiling /
manageme
nt system
(as per
11.3 design) 2 set
File
System &
Volume
manager
(as per
11.4 design) 2 set
Operating
System (as
11.5 per design) 2 set
Applicatio
n Software
Item’s on
12.0 Need

806
 S.No

12.3
12.2
12.1
Type of Server

rs)

Bill
2(a)

Pune

Billing
(Refer
nt for

(for 15
Million
Part B)

System
System
& DR at

formatter
Basis as

(optional)
Section 3

Subscribe
requireme
per tender

Accounting
Hyderabad
Main DC at
Data Center Applications/ Server

2(b)
Item Description

Configuration

2(c)
Total quantity

500

1 set
15 Mn
Assessable Value for Consumption of

4
Custom Duty

5
Rate
BCD
6=5x4 Amount
7

Rate
EC and SHEC
8=7x6 Amount
Custom Duty

Rate
IGST
10=(4+6+8)x9 Amount
11
BSNL

other
Price of

including
Bidder to

IGST paid
excluding
Basic Unit

logistics to
Bidder (but
BCD, Cesses,

under col 10)

12

Rate * FFP & I

Charges
13=12x11 Amount
14

Rate

15=14x(11+13) Amount CGST

16

Rate
SGST
17=16x(11+13) Amount
GST on FF packing

8
1

Rate
19=18x(11+13) Amount IGST
All

20=11+13+((15+17)or19)
sive

cost
Unit
inclu
be
tax

21=((15+17))or19)
Credit

availed
(ITC ) to
of Input

by BSNL
Amount

ITC

22=20-21
BSNL)
cost to
amount
(net unit
excluding
Unit price

23=3*22
807

Total price inclusive of all levies and

charges but excluding ITC (net total cost)
4
2

Customs tariff head

25

HSN for goods and SAC for services

 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

15 Mn
12.4 Mediation
Order
Manageme
nt,
Provisionin
g including
workforce
manageme
12.5 nt 15 Mn
Inventory
Manageme
12.6 nt 15 Mn
EAI /
12.7 Middleware 1 set
Enterprise
Manageme
nt System
12.8 (EMS) 1 set

12.9 CRM 22,000

808
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Self-Care
(Mobile
12.1 App &
0 Web) 1 set
12.1 Product
1 Catalogue 1 set
Social
12.1 Media
2 Integrator 1 set
12.1 Revenue
3 Assurance 15 Mn
Fraud
manageme
12.1 nt System
4 (FMS) 15 Mn
12.1 Electronic
5 Stapling 1 set
12.1 Datawareh
6 ousing 1 set

809
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Enterprise
Reporting
12.1 & Business
7 Intelligence 1 set
Backup,
Restore &
12.1 Archival
8 Server 1 set
Payment
12.1 Manageme
9 nt System 1 set
Application
Performanc
e
Monitoring
tools / SLA
12.2 Manageme
0 nt 1 set
12.2
1 IOBAS 15 Mn
12.2 Service
2 Partner 1 set

810
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

Billing,
Settlement
and
Accounting
system
API
12.2 Manageme
3 nt 1 set
Database
Licenses &
Allied
licenses
such as
diagnostic
tools etc (
12.2 as per
4 design ) 1 set
12.2 LEA
5 Application 1 set
12.2 Any other
6 application 1 set

811
 Item Description Custom Duty Basic Unit

charges but excluding ITC (net total cost)

Price of

Assessable Value for Consumption of

Total price inclusive of all levies and

EC and SHEC
Bidder to

HSN for goods and SAC for services

Data Center Applications/ Server

Charges
FFP & I
BSNL

IGST
BCD
including GST on FF packing Amount
BCD, Cesses, of Input Unit price
Type of Server

Total quantity
Configuration

Custom Duty

CGST

SGST

IGST
other tax excluding
S.No

Customs tariff head

logistics to All Credit ITC

Amount

Amount

Amount

Amount
Bidder (but inclu (ITC ) to amount

Rate *
Rate

Rate

Rate

Amount

Amount

Amount
excluding sive be (net unit

Rate

Rate

Rate
IGST paid Unit availed cost to
under col 10) cost by BSNL BSNL)

20=11+13+((15+17)or19)

21=((15+17))or19)
15=14x(11+13)

17=16x(11+13)

19=18x(11+13)
10=(4+6+8)x9

13=12x11

22=20-21

23=3*22
6=5x4

8=7x6
1 2
1 2(a) 2(b) 2(c) 3 4 5 7 9 11 12 14 16 25
8 4

18.0 UPS (New)

UPS (
minimum
200 KVA *
18.1 8) 2 set

Notes for bidder:

1. IGST (Col. 10) paid under the Custom Duty will not be available as ITC to BSNL. This IGST paid by bidder should not be included in
arriving price shown in Col. 11 as it may be claimed as ITC by bidder themselves.
2. * Bidder must mandatorily quote for all GST components (CGST, SGST, IGST) as required/ applicable for Bidder for effecting
supplies. For evaluation of bid either (CGST+SGST) or IGST will be taken into consideration.

812
3. If Annual maintenance Contract charges are required to be quoted as per SOR, basic charges should be shown in Column-11 & the
Goods and Services Tax (GST) in column 14 to 19 with calculations based on basic AMC cost quoted in Col. 11.
4. The bidder who submits the offer with concessional Goods and Services Tax (GST) shall submit the proof of applicable concessional
GST. In case the concessional GST is not creditable to BSNL it should be included in the price of the goods/services.
5. In case, dealer is registered under compounding scheme or any rule/notification where the BSNL is not eligible for input tax credit
then the bidder should not disclose any amount in column No. 21.
6. # Under Column No. 13 "FFP & Insurance Charges" should be calculated as %age of "Basic Unit Sale Price for BSNL" indicated under
Colum No. 11.
7. The F.F.P & I Amount quoted under Col. 13 shall not be subject to change after bid evaluation/ ordering on account of change of
Copper, Lead base price, changes in duties & taxes of item etc.
8. Bidder must mandatorily mention full 8-digited HSN & 6 digited SAC mandatorily for correct rate of BCD, Cesses and GST
9. Values under Col 11 onwards shall be subject to revision only by initial ordering authority (say BSNL CO for APOs issued by BSNL
CO) based on changes in rates of BCD and Cesses after issue of APO.
10. In respect of SOR items at Sl.No. 3.1 to 12.26 and 18.1, the Column No. 2(b) & 2 (c) need not be filled by the bidder.

Declaration by bidder
1. We hereby declare that in quoting the above prices, we have taken into account the entire credit on inputs available under the GST
Act introduced w.e.f. 1 July 2017 and further extended on more items till date”.

2. “We hereby certify that CTH Code, HSN/ SAC shown in Col. 24 & 25 are correct & credit of GST for the amount shown in column 21
above are admissible as per GST Laws.

Name of the Bidder:

GSTN Numbers:

813
 Section 10

DRAFT AGREEMENT WITH REGARD TO SECURITY REQUIREMENTS

This AGREEMENT is made and entered into at New Delhi on this the ___________ day
of __________________, 2018.

BY AND BETWEEN
Bharat Sanchar Nigam Limited, a company incorporated under the Companies Act,
1956 and having its registered office at 2nd Floor, Bharat Sanchar Bhawan, HC Mathur
Lane, Janpath, New Delhi 110001(hereinafter referred to as “BSNL” or the “TSP”, which
expression shall, unless repugnant to the context or meaning thereof, include its
successors and permitted assigns) of the FIRST PART;
AND
[●], a company incorporated under the Companies Act, 1956 and having its registered
office at [●] (hereinafter referred to as the “Supplier” or the “Vendor”, which
expression shall, unless repugnant to the context or meaning thereof, include its
successors, and permitted assigns) of the OTHER PART.

(BSNL/TSP and the Supplier/Vendor shall be collectively called as the “Parties” and
individually a “Party”.)

RECITALS

A. The Vendor has been awarded the Tender bearing no [●] for the [●] (“Contract”).
B. Pursuant to the provisions of Clause [●] of Part [●] of Section [●] of the Contract,
the Parties are executing this Agreement, subject to the terms and conditions as
provided hereinafter.
NOW THEREFORE, IN CONSIDERATION OF MUTUAL REPRESENTATIONS, COVENANTS
AND OTHER VALUABLE CONSIDERATION, THE RECEIPT AND SUFFICIENCY OF WHICH IS
HEREBY ACKNOWLEDGED, THE PARTIES HEREBY AGREE AS FOLLOWS:

i. With a view to help and address the business continuity, communication, security
and security management of BSNL’s networks in respect of
equipment/products/software/ services, the parties here to are desirous of
recording the terms and conditions as set forth in this Agreement.

ii. This Agreement would be read in conjunction with the respective contractual
agreements BSNL and the Vendor, which they have for the supply of
Equipment/Products and Services. In case of any conflict, the conditions of this
agreement shall prevail.
1. Definition of terms & expressions
Unless the context otherwise requires, the different terms and expression used shall
have the meaning assigned to them for the purpose of this agreement in the
following paragraphs.

a) “Access”-interconnection with BSNL Systems or access to or use of BSNL

Information stored on BSNL Systems through interconnection with BSNL
Systems or access to or use of BSNL Information stored on Vendor Systems or
access to or use of BSNL Information stored in any mobile device.

814
b) “Authorized” –BSNL has approved Access as part of the authorization process
and the Vendor Security Contact has a record of this authorization.
“Authorization” shall be construed accordingly.

c) “Commencement Date” and “End Date” means the date the agreement is
executed and the date when the validity or term of this contract ends or
terminated.

d) “Contract Personnel” means dedicated resources of the Vendor in terms of

employees, subcontractors including employees of subcontractors and agents
including agent’s subcontractors and their employees engaged for the purpose of
this Agreement.

e) “NAIF” means Network Authorization and Interconnect Facility is a procedure

for registration of global network interconnect between BSNL and external
companies.

f) “Sensitive Information” means any BSNL Information marked as classified as

per BSNL’s data classification policy or deemed business critical. This also
includes any other data, or element of information, notified as such by the
Government (e.g. IT Act 2000).

g) “Security Standards” means all the relevant contemporary standards

associated with national and international security standard related to IT &
Telecom equipment hardware and software and those related to information &
communication security, including but without limitation to ISO 27000 series,
ISO/IEC 15408, 3GPP, 3GPP2, WiMAX etc. applicable at the time of bidding.

h) “Subcontractor” any person, partnership or corporation with whom the Vendor

places a contract and/or an order for the supply of any equipment, item, service
or for any work in relation to the purpose of this Agreement. "Subcontract" shall
be construed accordingly.

i) “Supplies” means all components, materials, plant, tools, test equipment,

documentation, hardware firmware, Software, spares parts, services and all the
things &items to be provided to BSNL pursuant to the Agreement together with
all Information and Work the Agreement requires to be supplied or performed for
BSNL.

j) “Term” means the term of this Agreement from the [Commencement Date] to
[End Date].

k) “BSNL” means Bharat Sanchar Nigam Limited, a Telecom Service Provider

licensed under section 4 of Indian Telegraph Act 1885 by the Licensor,
Government of India

l) “BSNL Group Security” means the security organization based within BSNL
Group Company.

815
 m) “BSNL Information” means all data including data, text, image, sound, voice,
codes, circuit diagrams, core & applications software and database, intellectual
property as well as personal, public, operational and services data in BSNL’s
custody which is and /or received which are supplied/ shared with Vendor for the
purpose of this Agreement or are obtained by the Vendor on behalf of BSNL.

n) “BSNL Items” -all items provided by BSNL to the Vendor and all items held by
the Vendor which belong to BSNL.

o) “BSNL Regulatory Contact” means in-charge of BSNL Regulatory Operations

or such other person whose details shall be notified by BSNL to the Vendor from
time to time.

p) “BSNL Security Contact” means in-charge of BSNL Security Operations Centre

or such other person whose details shall be notified by BSNL to the Vendor from
time to time.

q) “BSNL Systems” means any BSNL computer, application, databases, network

infrastructure, network elements and appliances, core and applications software,
which is subject to the contract or such other systems as may be agreed in
writing from time to time between BSNL and the Vendor.

r) “Vendor” means who supplies Equipment, Software and/or managed services to

BSNL for the purpose of installation, provision, operations and/or maintenance of
BSNL’s networks.

s) “Vendor Security Contact” means such person whose details shall be notified
by the Vendor to BSNL from time to time for such purpose.

t) “Vendor Regulatory Contact” means such person whose details shall be

notified by the Vendor to BSNL from time to time for such purpose.

u) “Vendor Systems” means any Vendor owned computer hardware or software,

application database or network elements / appliance or such other systems as
may be agreed in writing from time to time by BSNL and the Vendor.

2. Scope
This Agreement sets out the provisions under which the Vendor will be able
to supply equipment and services and be granted Access to BSNL Systems,
network, equipment, data and facilities and BSNL Information including Sensitive
Information for the purpose of installation, provision, operations and maintenance
by the Vendor.
3. International Security Standard Certification
The Vendor and the supplied equipment shall have contemporary relevant Security
standard certification and shall comply with the provisions of security standards
certification w.r.t. Telecom & IT equipment hardware and software and those related
to information & communication security management, such as ISO 15408
standards as applicable to IT and IT related products, ISO 27001 for Information
Security Management System, standards used by other relevant standard
formulation bodies for Telecom equipment like 3GPP,3GPP2, ITU standard etc. or
equivalent acceptable international standards or certification.

816
4. Security Requirements:
The vendor shall comply with following security policies:
4.1 GENERAL
4.1.1 The Vendor shall be authorized to access only BSNL Systems and Information in
accordance with the provisions of this Agreement and only during the term of this
Agreement.
4.1.2 The vendor shall identify to BSNL details of Vendor Security Contact at the
Commencement Date who will act as a single point of contact for BSNL, such as a
senior manager or CIO responsible for security, for any security issues as and
when required by BSNL.
4.1.3 The authorization of the security contact and any changes in the personnel would
be notified by the Vendor for the information and for the approval (wherever
applicable) of BSNL.
4.1.4 The Vendor shall follow an Information Security policy compliant with latest
security standards applicable to his area of operation.
4.1.5 The Vendor shall implement the provisions of BSNL information security policy
(along with updates), to the extent applicable for their area of operation. If the
Vendor has an issue, the same can be raised with BSNL, however BSNL’s decision
shall be final in this regard.
4.1.6 The Vendor shall be completely responsible for its security personnel and sub-
contractors.
4.1.7 The Vendor shall conduct a Risk Analysis and ensure that all risks due to its own
and sub- contractors’ operations with BSNL are identified, measured and
mitigated as per BSNL’s requirements.
4.1.8 The Vendor shall be responsible to maintain all aspects of security as per BSNL
requirement and shall ensure that there is no security breach of any kind which
can hurt BSNL’s interests.
4.1.9 No replacement of BSNL System support tools must be undertaken by the Vendor
without specific agreement from BSNL.

4.2 PHYSICAL SECURITY

4.2.1 All Contract Personnel including subcontractors and their employees, agents and
their employees of the Vendor working on BSNL premises shall be in possession
of an ID Card, details of which shall be made available to BSNL. No person from
vendor’s side shall be permitted to enter BSNL premises without the card.
4.2.2 The Vendor shall access any BSNL system/ equipment only after due /written
authorization from BSNL.
4.2.3 All the information related to BSNL systems shall be physically /logically
segregated and the vendor shall ensure that it is accessed only by the authorized
contact personal from vendors side.
4.2.4 The use of digital or conventional cameras, including any form of video camera or
mobile phone cameras, of the interior of BSNL premises is not permissible without
prior Authorization from BSNL Security Contact. Vendor shall ensure that
photography or capture of moving image of Vendor are as within BSNL premises
where BSNL Information is processed or stored shall not capture any BSNL
Information.
4.2.5 CCTV security systems and their associated recording medium wherever provided
shall be used by BSNL/ Vendor either in response to security incidents, as a

817
 security surveillance tool, As such, these systems shall be authorized by
appropriate BSNL Security Contact when used by vendor, and stored images shall
be securely held for at least 6 months. However BSNL’s decision shall be final in
this regard.
4.2.6 The Vendor shall disable the Access immediately if any Contract Personnel no
longer require Access or change role for any reason what so ever or whose
integrity is suspected or considered doubtful or as may be notified by BSNL in
accordance with clause 4.3.1.

4.3 LOGICAL SECURITY

4.3.1 The Vendor shall disable the access rights and shall notify BSNL immediately if
any Contract Personnel no longer requires Access or change role for any reason
what so ever thus enabling BSNL to disable or modify the Access rights.

4.3.2 The Vendor shall, implement agreed as well as generally prevalent security
measures across all supplied components and materials including software & Data
to ensure and safeguard the confidentiality, availability and integrity of BSNL
Systems and BSNL Information. The Vendor shall provide BSNL with full
documentation in relation to the implementation of logical security in relation to
Purpose and shall ensure that it has such security features which:
● prevents unauthorized individuals e.g. hackers from gaining Access to
BSNL Systems; and
● reduces the risk of misuse of BSNL Systems or BSNL information, which
could potentially cause loss of revenue or service (and its Quality) or
reputation, breach of security by those individuals who are Authorized to
Access it;and
● detects any security breaches that do occur enabling quick rectification of
any problems that result and identification of the individuals who obtained
Access and determination of how they obtained it.

4.4 INFORMATION SECURITY

4.4.1 The Vendor shall not use BSNL Information for any purpose other than for the
purposes for which they were provided to the Vendor by BSNL and only to the
extent necessary to enable the Vendor to perform as per this Agreement.
4.4.2 The Vendor shall use physical and electronic security measures to protect BSNL
Systems, BSNL Information and areas where work is undertaken or where Vendor
Systems provide Access.
4.5 CONTRACT PERSONNEL SECURITY

4.5.1 The vendor shall be completely responsible for the actions of the contract
personnel hired /arranged by the vendor.
4.5.2 The Vendor shall ensure that the Contract Personnel securely destroy any BSNL
Information received in a recorded form from BSNL (or has recorded received
BSNL Information), when the Contract Personnel’s job or role has changed or
terminated.
4.6 SERVICE CONTINUITY ASSURANCE:
4.6.1 The Vendor shall ensure by means of all tools, skills, resources that the services
of BSNL remains operational at all times (to the extent of the scope of this

818
 contract) as per Quality of Service parameters laid down by Telecom Regulatory
Authority of India, as applicable.
4.6.2 At the time of termination of contract or as and when required by BSNL, the
vendor shall ensure making overall tools, procedures, documents, software,
training etc.using which BSNL system were maintained operated, analyzed,
attended etc., by the Vendor so that BSNL can continue to provide the services.

5. Access to BSNL Systems

5.1 In relation to Access to BSNL systems, the Vendor shall (and, where relevant,
shall ensure that all Contract Personnel shall):

a) Ensure each individual Contract Personnel has a unique user identification

and password known only to such user for his/her sole use.

b) Promptly provide to BSNL such reports as BSNL shall require from time to
time concerning the Vendor’s use and security of Access and any related
matters to Access.

c) Ensure onward bridging or linking to BSNL Systems is prevented unless

authorized by BSNL.

d) use all reasonable endeavors to ensure no viruses or malicious code like

malware, spyware, keylogger, bots(as the expressions are generally
understood in the computing industry) are introduced, and that there is
no corruption or modification or compromisation of BSNL Systems or
BSNL Information. This should un-doubtedly ensure that nothing results
in denial of Service, interruption of Service, outages, reduction or
compromise in quality and efficiency of Service, leakage or stealing of
BSNL Information, interference with mandated lawful interception policy,
methodology & provisions, enhance risks of attacks, overbilling, frauds or
any other aspect that compromises the security of all the stakeholders
including the Government, users, BSNL etc.

e) use reasonable endeavors to ensure that personal files which contain

information, data or media with no relevance to the purpose, are not
stored on BSNL building servers or BSNL centralized storage facilities or
BSNL Systems.

5.2 If BSNL has provided the Vendor with Access to the Internet/Intranet, the Vendor
shall, ensure that the Contract Personnel, access the Internet/Intranet
appropriately.
5.3 The Vendor shall ensure that all Contract Personnel, subject to the Clauses
headed “Regulatory Matters” and “Confidentiality” comply with Classifying and
Handling of Information.

6. Access to Vendor Systems

6.1 If Contract Personnel is granted Access to Vendor Systems having

bearing on BSNL data, information or network, the Vendor shall ensure
that it has a fool proof mechanism to avoid any breach of security and

819
 the access is completely secure so that BSNL’s interests are not hurt in
any way:

a) Ensure that audit logs are generated to record user activity and security-
relevant events and securely managed and retained with nil ability on the
part of the Vendor to allow any un-authorized access or amendment to
the audit logs. Such audit logs must be maintained for future reference
for a period of at least one year.

b) ensure that monitoring of audit and event logs and analysis reports for
anomalous behavior and/or attempted unauthorized access are performed
by Vendor’s staff independent of those users being monitored.

c) make available audit logs where required by BSNL for review.

d) ensure all systems holding, processing or accessing BSNL Information

shall be hardened to BSNL standards(Note to Buyer: If in doubt, please
contact BSNL Security).
e) implement controls to detect and protect against malicious software and
ensure that appropriate user awareness procedures are implemented.

f) Ensure that data gathered after running audit tool is properly protected.

6.2 To the extent the servers are used to fulfill the purpose of this Agreement,
Vendor’s servers shall not be deployed on un-trusted networks without
appropriate security controls.
6.3 Security procedures and controls shall be used to secure equipment holding,
accessing or processing BSNL Information in Vendor Systems.

7. Conditions for Equipment Vendors:

7.1 Conformance to Security Standards and Policies

The vendor shall ensure that the network elements supplied by him have been
got tested as per relevant contemporary Indian or International Security
Standards e.g. IT and IT related elements against ISO/IEC 15408 standards, for
Information Security management Systems against ISO 27000 series standards,
Telecom and Telecom related elements against 3GPP security standards, 3GPP2
security standards etc. from any International Agency / labs of the standards
e.g. Common Criteria Labs in case of ISO / IEC 15408 standards until 31.3.2017.
(From 1.4.2017, the certification shall be got done only from authorized and
certified agencies / labs in India)*.

The copies of test results and test certificates are to be submitted to BSNL on
demand within a reasonable time period alongwith the details as per Format – I.

The vendor shall also ensure that the equipment supplied has all the
contemporary security related features, facilities, hardware, software etc. for the
purpose of Interception, Monitoring, Analysis etc. for use by the Law
Enforcement Agencies and provide complete information to enable these features
and facilities before the supply of the equipment or the procedure of enabling
these, if these are to be enabled after the commissioning of the Network. The

820
 Vendor shall also submit a test report on these features and facilities and also a
certificate that all contemporary features and facilities of this category exist in
the equipment supplied.

7.2 Submission of Test Reports:

A report of the tests conducted with results of the tests conducted and
mentioning areas where vulnerability exists and what precautions are to be
taken by BSNL to minimize the effect of such vulnerabilities. For this purpose
additional requirements may be provided in the Solution Designs. Compliance
statements should be made against the relevant Security Standards and where
practicable, tests performed to demonstrate compliance.

7.3 Security from Malware:

Vendors would provide adequate firewall and IDPs for security from malware and
submit a certificate in this regard.

7.4 Security against Remote Access:

The vendor shall submit a written undertaking to BSNL clearly identifying all
known means of remote control/remote access/ remote command and control in
the supplied equipment as well as suitable mitigation means to close such access
mechanisms.

Note: vendor has to comply with the guidelines of remote access

provided by DoT including instructions vide No.16-27/2007-CS-III
dated 31.01.2013 and any subsequent instructions thereof. In case
BSNL / vendor provides a Remote Access monitoring facility then it shall
be the responsibility of the vendor to integrate with the same.

7.5 Penalty:
In the event that the Vendor is unable to comply with its obligations under this
Agreement, as a result of which the Licensor imposes any sanction on BSNL,
which results in any financial and other liabilities on BSNL, the Vendor shall be
liable to make good such loss.

In addition to the above, in case of any inadequate measures, act of

intentional omissions, deliberate vulnerability left into the equipment or in
case of deliberate attempt for a security breach by the Vendor, the Licensor
may at its discretion blacklist the Vendor from entering into any supply deals
with any Indian Telecom Operator. BSNL shall give the vendor the opportunity
to defend any claim prior to imposing any penalty or blacklisting the vendor on
account of security breach being attributable to it.

7.6 Inspection:

The Vendor/Supplier must allow BSNL, Licensor/ DoT and/or its designated
agencies to inspect the hardware, software, design, development, manufacturing
facility and supply chain and subject all software to a security/threat check at
the time of procurement of equipment and upto two more times every year until
the supplies under the contract have been completed, at the time of discretion of
BSNL. All the documents should be in English and handed over to the visiting
team at least 4 weeks ahead of the visit.

821
 The number of such visits will be limited to two in a purchase order. The
expenditure for such visits for order valuing more than 50 Crore upto 40 man-
days per visit shall be borne by BSNL.
7.7 Language of Supplies:

Documentation to be in English: Vendor has to ensure that all the

documentation including software details obtained from
manufacturer/vendor/supplier are to be supplied in English language.

Vendor to maintain a list of all network elements and corresponding

documentation as per format given in Format-II and submit to BSNL.

8. Data Protection:
8.1 The Parties acknowledge that, in respect of all Personal Data processed by the
Vendor for the purpose of the provision of Supplies under this Contract, BSNL
alone, as data controller, shall determine the purposes for which and the manner
in which such Personal Data will be processed by the Vendor.
8.2 The Vendor shall:
a) keep all Personal Data secure and confidential, act only on BSNL's
instructions with respect to it, and comply with such further reasonable
requirements from time to time of BSNL for the security of it; and

b) notify BSNL forthwith, and in any event, no later than 12 hours from the
time it comes to the Vendor’s attention, that Personal Data transferred by BSNL
to the Vendor has been the subject of accidental or unlawful destruction or
accidental loss, alteration, unauthorized disclosure or access, or any other
unlawful forms of processing; and

8.3 In respect of Transfer of Personal Data the following conditions shall

apply:
a) obtain BSNL’s prior written consent before transferring Personal Data to any
Subcontractors in connection with the provision of the Supplies;

8.4 Any breach of this Condition by the Vendor shall be deemed to be a material
breach of the Contract and the Vendor shall indemnify BSNL against any costs,
losses, damages, proceedings, claims, expenses or demands incurred or suffered
by BSNL which ariseas a result of such breach.
8.5 The Vendor shall, allow BSNL or its nominated representatives such access to its
premises, Information and records and those of its agents subsidiaries and sub-
contractors, as may be reasonably required by BSNL from time to time to assess
the Vendor’s and/or Contract Personnel’s compliance with this Condition.
9. Regulatory Matters:
9.1 The Vendor shall
a) comply with all Regulatory Matters including, without limitation, any actions that
BSNL may require in connection with any Regulatory Matter, that are notified to
the Vendor Regulatory Contact from time to time by BSNL Regulatory Contact in
so far as they relate to the performance of the Contract by the Vendor;
b) within 14 days of the Commencement Date, ensure that the Vendor Regulatory
Contact contacts BSNL Regulatory Contact to establish the nature and extent of
communication between them, which assist them in meeting all regulatory

822
 requirement asset by licensor or Sectoral regulator or any other person
nominated by Licensor.

c) promptly provide such information to BSNL as shall be necessary for BSNL to

respond fully and to the time scale required to any request or requirement for
information from a government or any regulatory authority, to the extent that
such information relates to the performance of the Agreement by the Vendor; and

d) permit BSNL and/or its authorized agents such access to the Vendor's premises
and such Access to and copies of its Information and Records(and to and of those
of any Contract Personnel) as is required by BSNL to assess and/or validate the
Vendor's performance of its obligations under or in relation to this Clause.

10.Confidentiality:
10.1 In this Clause, BSNL Information which BSNL from time to time identifies to the
Vendor as being commercially confidential, or is by its nature commercially
confidential or defined by BSNL as confidential, or confidential as per the
applicable law.
10.2 Except with BSNL's agreement, the Vendor shall not disclose Information to any
BSNL employee, without authorization.
10.3 Subject to the Condition headed ‘Intellectual Property”, either party receiving
Information ("the Recipient") from the other shall not without the other’s prior
written consent use such Information except for Contract purposes or disclose
such Information to any person other than BSNL's employees, agents and
contractors or Contract Personnel who have a need to know and who are bound
by equivalent obligations of confidentiality. Any breach of such obligations by
Contract Personnel or BSNL's employees, agents or contractors (as the case may
be) shall be deemed to be a breach by the Vendor or BSNL respectively.
10.4 Paragraphs 2 and 3 of this clause shall not apply to Information that is:
a) published except by a breach of the Contract; or
b) Lawfully known to the Recipient at the time of disclosure and is not subject to any
obligations of confidentiality; or
c) lawfully disclosed to the Recipient by a Vendor without any obligations of
confidentiality; or
d) replicated by development independently carried out by or for the Recipient by an
employee or other person without access to or knowledge of the Information.

10.5 The Vendor shall not publicize this Agreement without BSNL’s prior written
consent and shall ensure that any subcontractor is bound by similar
confidentiality terms to those in this clause.
10.6 Either party that has during the course of this Agreement received Information in
a recorded form from the other(or has recorded received Information) shall
return or destroy in a complete irrecoverable mode(at the option of the disclosing
party)such records upon:
a) Expiry or termination of this Agreement; or
b) Upon earlier request unless such records are part of the Supplies.

10.7 This clause shall survive termination/expiry of this Agreement.

11. Intellectual Property:

823
 Each Party will retain its right, title and interest in its respective trademarks,
service marks and trade names as well as rights in respect of any patent,
copyright, trade secrets or other intellectual property used during the
performance of this Agreement. Both Parties recognize that except as
otherwise expressly provided herein or agreed between the Parties, they shall
have no right, title, interest or claim over the others’ intellectual property.

12. Network Audit, Test and Certification:

Vendor is required to audit the network (deployed by him- Telecom and IT
Equipment / Networks) from security point of view once in a financial year. The
same may be done by some authorized external agencies or internal team of
the Vendor. The external agency carrying the audit must be certified to carry
out the audit as per ISO 15408 and ISO 27001 standards.
The audit should mandatorily cover below mentioned activities besides other
checks:
a) Network forensics to identify existing unwanted running processes\
malwares\backdoors etc. on all networks' elements. The operation includes
sniffing of live traffic to identify unwanted redirection and interception of traffic.
b) Network Hardening to map all networks elements and to calibrate them to
optimized secured state.
c) Network penetration test to assure system durability against any kind of attack.
d) Risk assessment to understand what actions should be taken to minimize future
damage to carrier and what risks are inevitable.
e) Actions to fix found problems by setting systems to default or acquiring relevant
IT security technologies to prevent such problems from reoccurring.

It is clarified that the above list doesn’t limit the scope of the audit in any
manner, which shall be based upon following manner.
Since it is not mandatory for the security system to be certified and Vendor is
free to audit the system internally. The Security audit, to check the security
system and note observations, will use the template ‘Guidance for the review of
implemented ISO/IEC 27001:2005, Annex-A Controls’, detailed in the Annex-D of
ISO/IEC 27006 International Standard on ‘Information technology-Security
techniques-Requirements for bodies providing audit and certification of
information security management systems’. For carrying out the audit, Vendor
will have to identify the controls from relevant security standards like ISO 27001
as applicable to the business and get them approved by BSNL before the security
audit is done.

Or

In case the network has been audited from the security point of view by an
agency:
a. The auditor shall verify that the audit has been conducted by an agency
certified to carry out the audit as per ISO 27001.
b. Obtain the last audit report and note the compliance on comments and
non-conformities detailed in the report.

824
 The audit observations, their compliance and closure of all points is to be
submitted to BSNL within a reasonable time.
13. Security Features sought:
Vendor is required to ensure that all contemporary security related features as
prescribed under relevant security standards are included while supplying
equipment in BSNL network. Further, vendor to ensure that all such security
features are incorporated /implemented when that equipment is installed in BSNL
network.
A list of such security features is to be maintained and made available by vendor
to BSNL within a reasonable time period as per format at Format – III.
A list of features, equipment, software etc. procured and implemented shall be
kept by the vendor till they are in use, which may be subjected to inspection and
testing by BSNL/ DoT at any time, in the network or otherwise, at the option of
BSNL.
14.O&M Manuals Records:
Vendor has to keep a record of operation and maintenance procedure in the form
of manuals and supply to BSNL. It should have the security related provisions
capturing security related events among others of authentication, access control,
password policy, configuration for and generation of access, command and alarm
logs, their storage online and transmission to an independent log server.

Vendor to maintain a list of all network elements and corresponding manuals as

per format given in Format-IV and submit to BSNL.

15. Preserving Operation and Maintenance Command Logs:

Vendor has to keep a record of all operation and maintenance command logs for a
period of 12 months and the same information shall be stored/retained for 36
months in a non-online mode. Command logs shall include a) Actual command
given, b) Who gave the command, c) When the command was given- with date
and time, d) From where the command was given.

The information as per the format given in Format-V has to be made available to
BSNL on an yearly basis.

(Note: This is applicable in contracts, where the Operation and

Maintenance is with the vendor)

16. User and Password Management:

Vendor to keep a list of user IDs created (and updated) by him, which should be
linked with name and other details of the users. Special emphasis to be laid on
the users provided administrator/ root privileges and justification for the same is
to be kept in record. Process for the allocation of temporary access for in-house
and external maintenance personnel and logging and monitoring of the same to
be devised and recorded.

The information as per the format given in Format-VI has to be made available to
BSNL on an yearly basis or as and when demanded.

17. Record of Software Versions and Updates:

Vendor has to keep a record of all software updates and changes applied in BSNL
systems. Major updates and changes should be informed to BSNL within 15 days
of completion of such updates and changes.

825
 Information as per the format given in Format-VII has to be made available to
BSNL on an yearly basis or as and when demanded.

18. Records of Supply Chain:

Vendor has to keep a record of supply chain of the products (hardware/software).
This should be taken from the manufacturer/vendor/supplier at the time of
procurement of the products.

Information as per the format given in Format-VIII has to be made available to

BSNL on an yearly basis or as and when demanded.

19. Creation of facilities for monitoring all intrusions, attacks and frauds:
Vendor to create such a central facility for monitoring all intrusions, attacks and
frauds and report the same to BSNL. This might require integration with all
security devices like Firewalls, IDPS, IDS or network elements etc. to a central
location from where the monitoring is done. This facility shall be created within 6
months of issue of the PO.

vendor to report such incidences to BSNL regularly in a time bound manner.

Information as per the format given in Format-IXhas to be provided to BSNL on
a regular basis or as and when demanded.

20. Investigation:
20.1 If BSNL believes that there has been a breach by the Vendor of the provisions of
this Agreement, BSNL will inform the Vendor Security Contact. The Vendor shall
cooperate with BSNL fully in any ensuing investigation, providing information /
access to system sought by BSNL in this regard.
20.2 The Vendor shall report to BSNL Security Contact promptly of any potential
misuse of BSNL Information or improper or unauthorized access to BSNL Systems
and BSNL Information and shall further cooperate with BSNL by providing
information / access as required by BSNL.Please see note at the end of the clause
20.
20.3 If any audit or investigation reveals that there is a potential risk to the
confidentiality, integrity or availability of BSNL Information in the Vendor’s
processes or Vendor Systems, Vendor shall promptly correct any security risk in
the Vendor’s processes or Vendor Systems promptly.
20.4 During investigation, the Vendor shall co-operate with BSNL, providing
reasonable access, accommodation, facilities and assistance to all Vendor
Systems as reasonably necessary to investigate the breach of the provisions of
this Agreement including permitting interview of any sales, engineering or other
operational personnel of Vendor.
21. Termination:
This Agreement shall be effective from the date hereof and shall continue to
be in full force and effect concurrently with the Vendor agreement ("Term")
unless terminated earlier by BSNL in accordance with the provisions in the
main document.
The Contract may also be terminated on directions of the Licensor
along with Penalty under the Laws of the land in India in relation to
security breaches noticed.
Without prejudice to BSNL’s rights and remedies under the Agreement, the
Vendor shall at its own cost and expense take all steps necessary to restore the

826
 lost or corrupted BSNL Information to the last back-up and/or terminate the
unauthorized use of or access to the Information to the extent it caused such
loss, corruption or unauthorized use of BSNL Information, due to act of omission
or commission on the part of vendor.
22. Law and jurisdiction:
This Agreement is governed by Indian law and subject to clause 23, Parties
agree to the exclusive jurisdiction of the Indian courts where the registered
office of BSNL is situated.
23. Arbitration:
Any dispute arising out of this Agreement shall be settled and resolved as per
the dispute resolution and arbitrations clause agreed between the Parties under
the main Agreement.

24. Notices:
All notices, requests, consents, waivers or other communication required or
permitted hereunder shall be delivered as per the Notice clause agreed between
the Parties under the main Agreement.

827
 Format-I: List of Network elements inducted- Status of Security Testing

Sl. Name of Relevant Testing If Third Details of If in- Remarks

No. Network security done in party lab certificate house
Element, standard/s house or name and required
Element third details of certificate
ID and party lab Lab and available
location accreditation Yes/ No
status

Notes of any

Format -II: Documentation in English language

Sl. No. Name of network Document Reference Whether in English
element(including Language
software), element ID
and Location

Note of any

Format -III: Contemporary Security Features in Equipment

Sl.No. If tested Availabilit Implementati Incorporati Security Relevant Name of

report y of on status on in PO Feature Security Network
on test Record of s under Standard Element
and features Yes/No the /s ,
Remark etc. Standar Element
s d ID,
Location

Format – IV: Manuals for Operation and Maintenance Procedure

Sl. No. Name of Element ID Document Availability of Remarks
Network and Location Reference Security
element/ related
system(including procedure
software)

828
Notes if any

Note: The following certificate is required to be taken from the TSP: “Certified that
O&M Manuals for all the elements inducted into the network are available in
English language, contain relevant procedures for security related events and are
sufficient for the O&M activity”.

Format – V: Record of Operation and Management Command Logs

Sl. Name of Logs Retained Whether Status of Log
No. Network available in Off- includes Actual Check on extract
Element/ on line for line command generation reference
System, 12 mode given, of logs by and
Element ID months for 24 Who gave audit team Remarks
and (Yes/No) months command,
Location and (Yes/No) When
remarks if and Command was
any remarks if given with date
any and time, from
where
command was
given with
remarks

Notes if any

Format – VI: List of user IDs certified by System Administrator

Sl. User ID User Name and Designation System Given Remarks
No. Employee ID Access to and
Privileges
Accorded

Notes if any

Format – VII: Record of Software Changes and Updates

Sl. Name of Network Current Software Reasons Remarks Remarks
No. Element/Software, Software version for indicating on
Element ID and version as per upgrade availability of intimation
Location implemented record record of history to
of Software Licensor
changes/update of major
s. Extract of changes
history sheet to
be attached to
report

829
Notes if any

Format – VIII: Record of Supply Chain of Products (Hardware/Software)

Sr. Name of Network PO Ref Name and Detail of Supply Remarks
No. Element, Element and Date Address of Chain obtained from
ID and Location Vendor Vendor/Manufacturer
/ Supplier
(Yes/No)
Attach copy of extract

Notes if any

Format – IX: Report on Intrusions, Attacks and Fraud

Sr. Name of Type of Date and How Effect on Remedial Remarks
No. Network intrusion, Time of detected the action
Element, attack, occurrence network/ taken
Element ID fraud system
and Location
including IP
address

Notes if any

IN WITNESS WHEREOF THE PARTIES HAVE CAUSED THESE PRESENTS TO BE

EXECUTED ON THE DAY, MONTH AND YEAR HEREINBELOW WRITTEN TO BE
EFFECTIVE FROM THE DATE FIRST MENTIONED ABOVE

SIGNED for and on behalf of SIGNED for and on behalf of [●]

Bharat Sanchar Nigam Limited

…………………………………………….. ……………………………………………..

Signature Signature

…………………………………………… ……………………………………………..

Name Name

830
…………………………………………… ……………………………………………..

Position Position

…………………………………………..... ………………………………………….....

Witness Signature Witness Signature

…………………………………………… ……………………………………

Name & Address Name & Address

831
 Section 11

Abbreviation

Description
Abbreviation
GST Goods and Service Tax

GSTIN Goods and Service Tax Identification

MSME Micro, Small & Medium Enterprises

DR Disaster Recovery

SRS Software Requirements Specifications

ITC Input Tax Credit

PO Purchase Order

ETS Electronic Tendering System

LOB Line of Business

VPN Virtual Private Network

ADSL Asymmetric Digital Subscriber Line

VDSL Very High Data Rate Digital Subscriber Line

PRI Primary Rate Interface

BRI Basic Rate Interface

DID Direct Inward Dialling

ILL International Leased Line Circuits

VSAT Very Small Aperture Terminal

GSM Global System for Mobile communication

CDMA Code Division Multiple Access

CDR Call Detail Record

EVDO EVOLUTION Data Optimized

FPH Free Phone

832
ATS Annual Technical Support

GPS Global Positioning System

IN Intelligent Network services

MPLS Multi-Protocol Label Switching

ERP Portal Enterprise Resource Planning Portal

IVRS Interactive voice response

OS Operating System

UPS Uninterrupted Power supply

ILD International Long Distance

NIB National Internet Backbone

CORBA Common Object Request Broker Architecture

XML Extensible Markup Language

JDBC Java Database Connectivity

J2EE Java 2 Platform, Enterprise Edition

JMS Java Message Service

RDBMS Relational database management system

FTP File Transfer Protocol

BSS/OSS Business support systems/Operations support

system

TCP/IP Transmission Control Protocol/Internet

Protocol

MS SQL Server Microsoft Structural Query Language Server

ITIL Information Technology Infrastructure Library

CSR Carrier Sensitive Routing

833
SNMP Simple Network Management Protocol

UDP User Datagram Protocol

RTP Real – Time Transport Protocol

ICMP The Internet Control Message Protocol

RADIUS Remote Authentication Dial-In User Service

SNMP Simple Network Management Protocol

SOAP Simple Object Access Protocol

DNS Domain Name Server

NNTP Network News Transfer Protocol

SIP Session Initiation Protocol

POP3 Post Office Protocol 3

CRM Customer Relationship Management

DHCP Dynamic Host Configuration Protocol

IMAP4 Internet Access Message Protocol 4

RTSP Real Time Streaming Protocol

SAA System Application Architecture

TFTP Trivial File Transfer Protocol

HTTP Hyper Text Transfer Protocol

NTP Network Time Protocol

WMS Ware House Management System

SMTP Simple Mail Transfer Protocol

834
EMS Element Management System

NMS Network Management System

SCIM System for Cross-Domain Identity

Management

SPML Service Provisioning Markup Language

CRUD Create, Retrieve, Update and Delete

SDK Software Development Kit

AES advanced encryption standard

ODBC Open Database Connectivity

SHA-1 Secure Hash Algorithm 1

DES Data Encryption Standard

DBA Database administrator

CSV Comma-separated Values File

PDF Portable Document Format

DML Data Manipulation Language

DDL Data Definition Language

DCL Data Link Control

DAM Digital Asset Management

PMS Payment Management System

EAI Enterprise Application Integration

LEA Law of Enforcement Agency

RISC Reduced Instruction set computer

835
EPIC Explicity Parallel Instruction Computing

ECC Error Correction Code

SCSI Small Computer System Interface

SAS Statistical Analysis System

SATA Serial Advanced Technology Attachment

FC Fibre Channel

SSD Solid State Drive

LDCA Long Distance Charging Area

WAN Wide Area Network

RLU Remote Line Unit

RSU Remote Switching Unit

SSA Secondary Switching Area

AMC Annual Maintenance Contract

PBG Performance Bank Guarantee

SI System Integrator

ISV Independent Software Vendor

MMVC
Multimedia Video conferencing
FMC
Fixed Mobile Convergence
MSO
Major service outage
IMSI
International Mobile subscriber Identy
DSLAM
Digital Subscriber Line Access Multiplexer

836
LMG
Local Media Gateway
SGSN
Serving GPRS Support Node
GGSN
Gateway GPRS Support Node
AFT
Automatic File transfer
AMATPS Automatic message Accounting Teleprocessing
system
AMADNS Automatic message Accounting Data Networking
System
DM
Data Mediation
BPEL
Business process Execution Language
SPBAS Service partner billing settlement & accounting
system
LCR
Least cost routing
POI
Point of Interconnect
TGP
Trunk Group
CAC
Carrier Access code
CID
Carrier Identification code
MNP
Mobile number portability
BSO
Basic service operator
CMTS
Cellular Mobile Telephone Service
MM Material Management

EMD Earnest Money Deposit

VAT Value Added Tax

SOR Schedule of Requirements

837
GIB General Instructions to Bidders

SIB Special Instructions to Bidders

GCC General Commercial Conditions

SCC Special Commercial Conditions

INR Indian Rupee

OEM Original Equipment Manufacturer

ISO International Organisation for Standardization

SEI Software Engineering Institute

CMM Capability Maturity Model

UASL Unified Access Service License

NLD National Long Distance

PSU Public Sector Undertaking

URL Uniform Resource Locator

IE Browser Internet Explorer Browser

SRM Portal Supplier Relationship Management –Portal

BOP Process Business Process Outsourcing Process

TEC Tender Evaluation Committee

DSC Digital Signing Certificate

TSEC Technical Specification Evaluation Certficate

MTNL Mahanagar Telephone Nigam Limited

COA Certificate of Authenticity

CENVAT Central Value Added Tax

ED Excise Duty

SDD Scheduled Delivery Date

AD Acknowledgement Due

APO Advanced Purchase Order

FY Financial Year

838
RCAI Root Certifying Authority of India

CCA Controller of Certifying Authorities

TOE Tender Opening Event

DC Digital Certificate

CA Certifying Authority

QA Quality Assurance

CPPP Page 36

DD Demand Draft

RTTC Regional Telecom Training Centre

BOQ Bill of Quantities

XLS Format MS Excel File extension format

DTR Detailed Technical Requirement

NSS (56) Network and switching Subsystem

BSS (56) Base Station Subsystem

DOT Department Of Telecommunication

RPF (68) Request for Proposal

EOI (68) Expression of Interest

SD Security Deposit

LOA Letter Of Acceptance

AO Accounts Officer

DGM Deputy General Manager

FTTH Fibre to the Home

DSPT Digital Satellite Public Telephone

IOBAS INTER OPERATOR BILLING AND ACCOUNTING

SYSTEM

EIA Enterprise application integration

ER (SAP) Enterprise Reporting

RA Revenue Assurance

839
FMS Fraud Management Solution

DQ Directory Enquiry

EOSL End of Service/Support Life Equipment

MPLS Multi-Protocol Label Switching

SRDF Symmetrix Remote Data Facility

FCIP Fibre Channel over IP

WSC Web Self Care

SDH Synchronous Digital Hierarchy

DMS Device Management System

NACS Network Access Control System

LE Local Exchange

IDS Intrusion detection system

POS Packet over SDH

DSL Digital Subscriber Line

LDAP Lightweight Directory Access Protocol

PKIX Public-Key Infrastructure X.509

AZN API Authorization API

SSO Single sign-On

JAAS Java Authentication and Authorization Service

TLS Transport Layer Security

ODBC Open Database Connectivity

VRLA Valve Regulated Lead Acid Batteries

CUG Close User Group

FTAM File Transfer Access Method

CGDC Compiled Generalized Data Conversion

SDM Statistical Data Manager

EDR Event Data Records

RAS Revenue Assurance

840
GUI Graphical User Interface

xDR CDRs, UDRs and EDRs

OLAP Online Analytical Processing

SM Subscriber Management

PCE Post Composite Engine

NDQ National Directory Enquiry

DTMF Dual tone multi frequency

ISDN Integrated Services Digital Network

HSRP Hot Standby Router Protocol

VRRP Virtual router redundancy protocol

ACD Automatic Call Distribution(in IVRS)

TPIN Telephone Personal Identification Number

CLI Calling Line Identification

CLI Calling Number Integration;

CTI Computer Technology Integration

DNI Dialing Number Integration

CCXML Call Control XML

VXML VoiceXML

MRCP Media Resource Control Protocol

IMS IP multimedia subsystem

WSDL Web Service Definition Language

SISR, SRGS, SSML Semantic Interpretation for Speech

Recognition,Speech Recognition Grammar
Specification, Speech Synthesis Markup
Language

DNIS Dialled Number identification System

NFS Network File Storage

QA Quality Assurance

MOU Minutes of Usage

841
CC&BS Customer Care and Billing System

RAMS RA Management System

HRN Hidden Recharge Number

IPDRs IP Data Records

SGW Signal Gateway

MGW Media Gateway

CFS Call Feature Service

AAA Authentication Authorization and Accounting

Server

ESSR Edge Switched Services Router

SS7 Signalling System 7

GPRS General Packet Radio Service

TAP
TRANSFERRED ACCOUNT PROCEDURE

EIR Equipment Identity Register

HLR Home Location Register

CORBA Common Object Request Broker Architecture

NIDS Network Intrusion Detection System

SACS Server Access Control system

SIEM Security Information and event management

system

HIDS host-based intrusion detection system

IPS Intrusion Prevention System

SSL Secure Sockets Layer

DDOS Distributed Denial of Service

DOS Denial of Service

IGMP Internet Group Management Protocol

ADC application delivery controller

PCI Payment Card Industry

842
FIPS Federal Information Processing Standard

RDP Remote Desktop Protocol

SSH Secure Shell

NFS Network File System

RAS Remote Access Servers

WAF Web Application Firewall

OWASP Open Web Application Security Project

CIS Centre of Internet Security

3GPP 3rd Generation Partnership Project

SCAP The Security Content Automation Protocol

XCCDP extensible Configuration Checklist Description

Format

OVAL Open Vulnerability and Assessment Languag

CVE Common Vulnerabilities and Exposures

OpenVMS VMS Operating System STd

CIFS Common Internet File System

ACLs Access Control List

FE Field Engineer

iLO Integrated Lights-Out (HP)

SDCA Short Distance Charging Area

PO Purchase Order

UAT User Acceptance Test

SME Subject matter expert

SSP Software Solution Providers

IQR Internal Quality Reviews

HC Health Check

ERM Enterprise Risk Management

COSO Committee of Sponsoring Organizations of the

Treadway Commission

843
KRIs Key Risk Indicator

BCP Business Continuity Process

BCP/Dr Business Continuity Planning and Disaster

Recovery

RPO and RTO Recovery Point Objective and Recovery Time

Objective

BCM business continuity management

SLAs A service-level agreement

PAM Pluggable authentication module

OSSP Original software solution provider

TRAI Telecom Regulatory Authority of India

CRL certificate revocation list

AAA Authentication, Authorization and Accounting

services

SLM Service Level Management

WS Work station

COTS Commercial Off-The-Shelf

FPH,PRM,UAN Freephone, Universal access number

,Premium rate

CA-CMS customer acquisition - CAF management

system

T&D Test and Development

BCV business continuance volume

SRDF Symmetrix Remote Data Facility

RIPv2 Routing Information Protocol Version 2

OSPF Open Shortest Path First

BGP Border Gateway Protocol

GE links gigabit Ethernet

DMS Device Management System

NDMS Network Device Management System

844
DNIT Detailed Notice Inviting Tender

NDA Non Disclosure Agreement

NNIT News Paper Notice Inviting Tender

845