SBI and Other Banks Credit System

SBI GENERAL INSURANCE COMPANY LIMITED
Request for Proposal (RFP)

For
Application Maintenance and Support Services
(Ref No. - SBI General/IT/App/AMS/2017/RFP-001)
SBI GENERAL INSURANCE COMPANY

Corporate office
201, NATRAJ, JUNCTION OF WESTERN EXPRESS HIGHWAY & M.V ROAD,
ANDHERI (EAST), MUMBAI – 400069
SBI General: RFP for Application Maintenance and Support Services
Ref No. - SBI General/IT/App/AMS/2017/RFP-001
Important Notice
This document is the property of the SBI General Insurance Company Limited. It should not
be copied, distributed or recorded on any medium (electronic or otherwise) without SBI
General’s written permission. Use of contents given in this document, even by the authorised
personnel/agencies for any purpose other than that specified herein, is strictly prohibited as
it shall amount to copyright violation and thus shall be punishable under the Indian law.
This tender document is not transferable.
Bidders are advised to study this tender document carefully. Submission of bid shall be
deemed to have been done after careful study and examination of the tender document with
full understanding of its implications.
The response to this tender should be full and complete in all respects. Incomplete or partial
bids shall be rejected. The Bidder must quote for all the items asked for, in this tender.
The Bidder shall bear all costs associated with the preparation and submission of the bid,
including cost of presentation and demonstration for the purposes of clarification of the bid,
if so desired by SBI General. SBI General will in no case be responsible or liable for those
costs, regardless of the conduct or outcome of the bidding process.
Copyright © 2017 SBI General Insurance Company Limited
Strictly Confidential Page 2 of 65

Definitions and Acronyms
SBIGICL / SBI
SBI General Insurance Company Limited
General
Vendor / Bidder/ The organization submitting its proposal based on this RFP. Also it will be the
Service Provider single point of contact for the Company and responsible for execution of the
/ Supplier / Party scope and deliverables as required by this Request for Proposal (RFP).
API Application Program Interface

ATS Annual Technical Support
BFSI Banking, Financial Services and Insurance
BPEL Business Process Execution Language
CR Change Request
CRM Customer Relationship Management
DBA Database Administrator
DC Data Centre which is located at Navi-Mumbai
DMS Document Management System
DR Disaster Recovery Site which is located in Hyderabad
FMS Facilities Management Services
GST Goods and Services Tax
IDM Identity Management
INR Indian Rupees
MDM Master Data Management
OEM Original Equipment Manufacturer
PO Purchase Order
QA Quality Assurance
RFP Request for Proposal
RPO Recovery Point Objective
RTO Recovery Time Objective
SOA Service Oriented Architecture/Middleware Layer
SOW Scope of Work
SSO Single Sign On
T&C Terms & Conditions
TCO Total Cost of Ownership
UAT User Acceptance Testing
VAT Value Added Tax

Table of Contents
1 INTRODUCTION ............................................................................................................................................. 6
1.1 ABOUT THE COMPANY............................................................................................................................... 6

1.2 INVITATION TO VENDORS .......................................................................................................................... 6
1.3 PROJECT OBJECTIVE ................................................................................................................................ 6
1.4 PURPOSE OF THIS DOCUMENT ................................................................................................................... 6
1.5 SCHEDULE OF EVENTS.............................................................................................................................. 7
2 INSTRUCTION TO BIDDERS ........................................................................................................................ 8
2.1 PROCEDURE FOR SUBMISSION OF BIDS .................................................................................................... 8

2.2 COST TO BID............................................................................................................................................. 8
2.3 CLARIFICATION ON TENDER DOCUMENT ................................................................................................... 8
2.4 LANGUAGE OF BIDS .................................................................................................................................. 9
2.5 DOCUMENTS REQUIRED FOR BID SUBMISSION .......................................................................................... 9
2.6 PERIOD OF VALIDITY OF BIDS .................................................................................................................... 9
2.7 CONFIDENTIALITY ...................................................................................................................................... 9
2.8 CONSORTIUMS OR SUB-CONTRACTOR ....................................................................................................... 9
2.9 DISQUALIFICATION .................................................................................................................................. 10
2.10 RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS ................................................................ 10
3 PROJECT OBJECTIVE AND SCOPE OF WORK ..................................................................................... 11
3.1 PROJECT OBJECTIVE .............................................................................................................................. 11

3.2 SCOPE OF W ORK .................................................................................................................................... 11
3.3 OUT OF SCOPE ....................................................................................................................................... 11
4 CURRENT SETUP ........................................................................................................................................ 13
4.1 LOCATIONS ............................................................................................................................................. 13

4.2 APPLICATIONS ......................................................................................................................................... 13
5 DETAILED SCOPE OF WORK.................................................................................................................... 21
5.1 APPLICATION MAINTENANCE AND SUPPORT SERVICES ........................................................................... 21

5.2 OTHER SUPPORT SERVICES ................................................................................................................... 26
5.3 RESOURCE PLANNING ............................................................................................................................. 28
5.4 PROJECT GOVERNANCE ......................................................................................................................... 29
5.5 SBI GENERAL’S RESPONSIBILITY ............................................................................................................ 30
6 SERVICE LEVEL AGREEMENTS............................................................................................................... 31
6.1 INSTRUCTIONS ........................................................................................................................................ 31

6.2 SUPPORT W INDOW ................................................................................................................................. 31
6.3 RESPONSE / RESOLUTION TIME-LINES ..................................................................................................... 31
6.4 SERVICE LEVEL COMPUTATION ............................................................................................................... 34

6.5 ESCALATION HIERARCHY ........................................................................................................................ 35
7 BID EVALUATION METHODOLOGY ......................................................................................................... 36
7.1 ELIGIBILITY EVALUATION ......................................................................................................................... 36

7.2 TECHNICAL EVALUATION ......................................................................................................................... 37
7.3 COMMERCIAL EVALUATION ..................................................................................................................... 40
8 TERMS & CONDITIONS .............................................................................................................................. 42
8.1 GENERAL ................................................................................................................................................ 42

8.2 CONTRACT PERIOD ................................................................................................................................. 44
8.3 AWARD & SIGNING OF CONTRACT ........................................................................................................... 44
8.4 CANCELLATION OF CONTRACT ................................................................................................................ 44
8.5 TERMINATION .......................................................................................................................................... 45
8.6 SUBCONTRACTING .................................................................................................................................. 46
8.7 PAYMENT TERMS .................................................................................................................................... 46
8.8 PRICES ................................................................................................................................................... 47
8.9 PERFORMANCE BANK GUARANTEE ......................................................................................................... 47
8.10 REVERSE TRANSITION SERVICES ............................................................................................................ 47
8.14 DISCLAIMER ............................................................................................................................................ 48
9 ANNEXURES ................................................................................................................................................ 49
ANNEXURE 1 – ELIGIBILITY CRITERIA COMPLIANCE .............................................................................................. 49

ANNEXURE 2 – CUSTOMER REFERENCE ............................................................................................................... 50
ANNEXURE 3 – PEOPLE PROFILE .......................................................................................................................... 51
ANNEXURE 4 – COMMERCIAL BID ......................................................................................................................... 53
ANNEXURE 5 – PROJECT REFERENCE .................................................................................................................. 56
10 APPENDIX ..................................................................................................................................................... 57
APPENDIX 1 – SUBMISSION CHECKLIST ................................................................................................................ 57

APPENDIX 2 - GENERAL DETAILS OF THE ORGANIZATION ..................................................................................... 57
APPENDIX 3 - BID COVERING LETTER ................................................................................................................... 58
APPENDIX 4 - BANK GUARANTEE FORMAT ............................................................................................................ 59
APPENDIX 5 – BUSINESS VOLUMES ...................................................................................................................... 61
APPENDIX 6 – QUERY FORMAT ............................................................................................................................. 61
APPENDIX 7 – NON DISCLOSURE AGREEMENT ..................................................................................................... 62

1 Introduction
1.1 About the Company
SBI General Insurance Company Limited (herein after referred to as “SBI General” or “SBIGICL” or
“Company”) is a joint venture between the State Bank of India and Insurance Australia Group (IAG).
SBI owns 74% of the total capital and IAG the remaining 26%. SBI General closed the financial year
2015-16 (5th year of operation) with a Gross Written Premium of Rs.2040 Crores. SBI General has
also established its presence in the Indian Market through distribution network of nearly 14,000
Branches of State Bank of India (its Corporate Agent). SBI General's current geographical coverage
extends to 110 branches pan India.
1.2 Invitation to Vendors
SBI General invites sealed bids from eligible vendors for outsourcing of application maintenance and
support related services.
RFP Reference SBI General/IT/App/AMS/2017/RFP-001

Contact Person Mr. Rufus D’Souza
Address of 201,Natraj, Junction Of Western Express Highway
Communication And M.V Road, Andheri (East), Mumbai - 400069
Email Address tenders.it@SBIGeneral.in
Contact Number 022-42412406
1.3 Project Objective
SBI General has implemented an Enterprise wide Comprehensive General Insurance Solution (core)
and support applications (non-core) by way of an RFP with the help of a system integrator. The
service agreement with the incumbent system integrator is expiring on 31 st December 2017. SBI
General intends to select a new vendor to manage the maintenance & support of the non-core
applications and help manage the transition from the incumbent. The scope for the vendor will cover
applications like CRM, Financial Management & Budgeting, Document Management System,
Middleware, Portal, Analytics, Single Sign On & Identity and Access Manager.
1.4 Purpose of this document
The purpose of this Request for Proposal (hereafter referred to as “RFP”) is to define the scope of
work for the Bidder. This RFP contains details regarding the scope, project timelines, evaluation
process, terms and conditions as well as other relevant details which the Bidder needs to factor in
while responding to this RFP.

1.5 Schedule of Events

Event Target Date
Release RFP Document 17th March 2017
Last Date and time for 23rd March 2017, 5 PM

receiving queries on Bid
Pre-Bid meeting 29th March 2017, 3 PM
Last date for response from 31st March 2017

SBI General for Bid queries
Last date and time for 18th April 2017, 3 PM
submission of bids
Opening of Eligibility and 18th April 2017, 3:30 PM
Technical Bid
Place of submission & SBI GENERAL INSURANCE COMPANY Corporate office
opening of Proposals
201,NATRAJ, JUNCTION OF WESTERN EXPRESS HIGHWAY
& M.V ROAD, ANDHERI (EAST), MUMBAI - 400069
Representatives of the bidder may be present during opening of

Technical Bid. However Technical Bids would be opened even
in the absence of any or all of the bidder representatives
Address of Communication Mr. Rufus D’Souza,
Head, IT Applications & Solutions Delivery
SBIG Insurance Company Ltd,
201, 'Natraj', Junction of Andheri-Kurla Road & Western Express

Highway,
Andheri (East), Mumbai- 400 069
Telephone: 022-42412406
Fax :022-42412457
Email: rufus.dsouza@sbigeneral.in
Technical Presentation by Shall be announced later

Bidders short-listed for
Technical Evaluation
Date for Reference Check Shall be announced later
Meetings
Declaration of short-list of Shall be announced later
Bidders for commercial bid
Opening of Shall be announced later
commercial bids
Note:
1. SBI General reserves the exclusive right to make any amendments / changes to or cancel
any of the above actions or any other action related to this RFP.
2. If any of the above dates is declared a holiday for SBI General, the next working date will be
considered. SBI General reserves the right to change the dates mentioned in the RFP.

2 Instruction to Bidders
2.1 Procedure for Submission of Bids
The submissions need to be made at the address, time and date as stated in this RFP.
The Bidder needs to submit one Master Envelope. This master envelope should contain 3 sub-
envelopes. Sealed envelopes containing hard copies of bid documents along with soft copies in
CD/DVD should be submitted. All envelopes must be prepared and super-scribed with the following
information:
Envelope I - One spiral bound hard copy of the eligibility bid in the format given in this tender, along
with soft copy in CD / DVD of eligibility bid. Sealed envelope should be super-scribed as:
“Eligibility Bid” for Tender No. SBI General/IT/App/AMS/2017/RFP-001
Envelope II - One spiral bound hard copy of the technical bid in the format given in this tender, along
with soft copy in CD / DVD of technical bid. Sealed envelope should be super-scribed as:
“Technical Bid” for Tender No. SBI General/IT/App/AMS/2017/RFP-001
Envelope III - One spiral bound hard copy of commercial bid in the format given in this tender, along
with soft copy in CD / DVD of commercial bid. Sealed envelope should be super-scribed as:
“Commercial Bid” for Tender No. SBI General/IT/App/AMS/2017/RFP-001
Note:
1. All envelopes should be securely sealed and stamped.

2. The Bid shall be typed in English and signed by the Bidder or a person duly authorized to
bind the Bidder to the Contract.
3. It is mandatory for the Bidder to quote for all the items mentioned in the RFP.
4. Please Note that Prices must not be indicated in the Technical Bid but should only be
indicated in the Commercial Bid failing which the Bid may be rejected.
2.2 Cost to Bid
The Bidder shall bear all costs associated with the preparation and submission of bid, including cost
of presentation. SBI General in no case will be responsible or liable for those costs, regardless of the
conduct or outcome of the tendering process.
2.3 Clarification on Tender Document
All queries/ requests for clarification from Bidders must reach SBI General by e-mail
tenders.it@SBIGeneral.in or in person before 5:00 pm on 23rd Mar 2017. Format for the queries /
clarification is provided in “Appendix 6 - Query Format”. No clarification or queries will be responded
in any other format. SBI General will issue the response to Pre Bid Queries through E-mail.

For the purpose of clarification of doubts of the Bidders on issues related to this RFP, SBI General
intends to hold a Pre-Bid meeting on 29th Mar 2017. Any modification to the Bidding Documents,
which may become necessary as a result of the pre-bid meeting, shall be made by SBI General
exclusively through the issuance of a Corrigendum.
2.4 Language of Bids
The Bids prepared by the Bidder and all correspondence and documents relating to the bids
exchanged by the Bidder and SBI General, shall be written in English language.
2.5 Documents Required for Bid Submission
The bidder should refer to the complete RFP for all requirements that are required to be submitted
along with Eligibility Bid, Technical Bid and Commercial Bid(s). The annexure and their contents
should be submitted in the prescribed format only. The Bidder may refer to Appendix 1 – Submission
Checklist.
2.6 Period of Validity of Bids
a. Bids shall remain valid for 180 days from the last date of submission of Bids. A bid valid for
a shorter period may be rejected as non-responsive.
b. In exceptional circumstances, SBI General may request the Bidder(s) for an extension of the
period of validity. The request and the responses thereto shall be made in writing (or by
email). The validity of Bid Security shall also be suitably extended.
2.7 Confidentiality
Bidder understands and agrees that all materials and information marked and identified by SBI
General as ‘Confidential’ are valuable assets of SBI General and are to be considered SBI General's
proprietary information and property. Bidder will treat all confidential materials and information
provided by SBI General with the highest degree of care necessary to insure that unauthorized
disclosure does not occur. Bidder will not use or disclose any material or information provided by SBI
General without SBI General's prior written approval.
2.8 Consortiums or sub-contractor
No consortium or sub-contractor is allowed for this engagement.

2.9 Disqualification
Any form of canvassing / lobbying / influence / cartelization etc. by the Bidder will result in
disqualification of such Bidder.
2.10 Right to Accept Any Bid and to reject any or all Bids
SBI General reserves the right to accept any bid, and to annul the Tender process and reject any /
all bids at any time prior to award of Contract, without assigning any reason whatsoever.

3 Project Objective and Scope of Work

3.1 Project Objective
3.1.1 SBI General Insurance Company (SBI General) is looking for a support model which
helps them achieve the following objectives:
· Robust and responsive support
· Rapid development and deployment
· Improved business responsiveness
· Superior operational efficiency
· Reduce IT operating costs
3.2 Scope of Work
3.2.1 The scope of work is to provide production support services for the applications listed in
the sections below. The scope will include defect/incident management, application
maintenance & application performance monitoring.
3.2.2 SBI General is also looking for services to manage changes in applications by way of
business change requests and/or application upgrades. Bidder is required to provide a
proposal to support development and testing of these change requests.
3.2.3 Below is the high level of scope of work to be executed and supported by the successful
bidder:
1. Project Planning
2. Production Support (L2, L3 support)
3. Business analysis and requirement gathering
4. Application configuration and development
5. Testing including supporting UAT
6. Release and deployment management
7. Change request management for enhancements and software upgrades
8. Performance Optimization
9. Annual Technical Support
10. Software License Management
11. Training and Knowledge management
3.3 Out of Scope
3.3.1 The following will be out of the scope of work of the bidder:
· Support for the following applications;
o Core insurance (eBao) application
o Investment management (MFund) application
o Corporate Website and Customer Portal
o Call center solution (Cisco)
o HRMS and Learning Management Solution

o Data warehouse
o In-house applications
· Infrastructure and Facility Management services
· Network and Security
· Helpdesk management (L1 support)
· Software license procurement and purchase of ATS

4 Current Setup
4.1 Locations
Sr. Type Location

No.
1 Data Centre Site Co-Hosted at Reliance Data Centre, Navi Mumbai
2 Disaster Recovery Site Co-Hosted at Tata Communications Data Centre,
Hyderabad
3 Head Office Mumbai
4 Contact Centre Thane and Vadodara
5 Branches Over 110 Branches PAN India.
4.2 Applications
Below are the details of the applications currently in use at SBI General:
Core Application Non-Core Applications

eBao General Insurance System Oracle Application
· Quotation · Oracle Financials
· Policy Admin System · Siebel CRM
· Product Configuration · Data warehouse & BI
· General Claims · WebCentre (Portal)
· Reinsurance System · Hyperion
· Sales Channel · SOA-Fusion Middleware
Management SAS
· MDM
· Analytics
EMC
· Documentum
3iInfotech
· mFund Investment
Management
Others
· Mail Room Management
· Supply Chain Management
· Custom-built in-house
applications
· Other standalone applications
4.2.1 SBI General has eBao’s General Insurance suite as the core policy administration
application which supports policy issuance, policy servicing, reinsurance and claims
management. Both retail and group insurance business is supported by the application.
4.2.2 SBI General has a highly integrated setup with each application within stack
communicating with the other through the middleware layer. Data exchange between
applications in majority of the cases happen real-time, hence ensuring uptimes of all
applications is extremely critical for the daily working of SBI General’s business functions.

4.2.3 Business processes which cut across applications are enabled by the business process
management (BPM) solution and movement of work items across applications is real
time. Business users are at all times aware of the work items pending for their action.
4.2.4 The MDM maintains the masters for all entities and is a touchpoint for business critical
applications to fetch master data like customer, agent, banks, vendors etc.
4.2.5 User application access rights are managed through the IDM. SSO enables single login
capabilities.
4.2.6 Applications like Seibel CRM, Oracle Financials, DMS have customized functionalities
and processes to cater to the specific needs of SBI General. High level details of some
of these customizations are mentioned in the table below.
4.2.7 The users of the business applications include SBI General Employees, SBI General
customers, agents, brokers, TPAs, surveyors, investigators, vendors, banks, vehicle
manufacturers (OEMs) etc.
4.2.8 Applications/services have been provisioned to cater to the needs of the various
stakeholders including IRDA.
4.2.9 The applications mentioned below are a part of the scope to be supported by the
successful bidder. The table below lists all such applications along with a brief on the
functions it currently supports:
Sr. OEM/ Application

Application Functions Supported
No. Version
Ø Prospecting- creation of leads from
various channels
Ø Prospecting for Group customers-
prospecting for group business
Ø Service Request Management
o Maintains escalation matrix
o Supports Customer 360 view-
relationships, transaction history
including communication, portfolio,
and service request history.
Customized for SBI General
o Activity 360 deg view- creates a
view for all correspondences by
Oracle/ channel.
1. Seibel CRM
8.1.1 Customized for SBI General
Ø Complaints management- IGMS
integration. Customization as per
regulatory requirements
Ø Service Request CCMU- module for ops
to manage complaints
Ø Claims Management- claims transaction
moves to CRM from core. Intimation is
done in core application
Ø Activities- lists all communications
Ø Email Inbox- inbox for call center to
manage customer emails
o Auto acknowledgement to
customers


No. Version
o Customized routing based
on key words and workload
Ø Lead Management- sales force
automation- currently available with
heavy customization
Ø Campaign management- capability to
launch campaign through Email and
SMS. Integrated with DWH for customer
segmentation. Currently available with
heavy customization
Ø Supports standalone reporting
Ø Users: Branch and Call Center
Executives
Number of Service Requests: 50,000

/month
Intranet: Gateway for the SBI General
employees to access all other applications.
It holds the following links:
· HRMS
· Insurance news- 3rd party managed
feed
· IT helpdesk
· Query forms- Ask an expert
· Photo gallery
· MD CEO message
· Pending activity list- Oracle BPM
· News- internal
· Polls and Surveys
· Insurance Glossary
· About the Company- static pages
Intranet,
holds company policies
Extranet Oracle/
2.
Portal - 11G R1 1.1.1.7.0 · People- holds HR policies
Webcenter · Product Page- has PDFs of product
details
· Team Page- Department details.
The content for the page is
managed by individual teams
· Tools Page- Forms for internal use,
excel based tools and calculators
· Workspace- various links to all
enterprise applications
· Communication- message from top
management, circulars, department
updates, static pages
Number of users: 2,741
Extranet: For intermediaries supports the

following functions:


No. Version
Ø Issue New & Roll-Over policies for
following products using API approach-
· Motor
· Travel Insurance
· Long Term Home Insurance
· Retail Health
· Hospital Daily Cash
· Critical Illness
· Individual Personal Accident
· SME Business Fire
Ø Renewal Notices and Renewal of
Policies
Ø Payment of Premium
Ø Stand-alone services on Extranet
Portal-
· Premium Calculator
· Claim Intimation
· Search Quote and continue
issuance of policy for unexpired
quotes
· Search Policy
· Check Agent CD Balance
· My Profile
· Change Password
Other standalone portals:

· Break-in inspection
· Surveyor for online claim
assessment
· Surveyor for garage
· Surveyor for non-motor
· Employee Portal- gateway to
access all applications exposed
over internet
· Customer Portal internet - for
marine insurance
· Admin portal – to manage roles
rights for customer portal for marine
insurance
· Customer Portal SBI- for SBI in
touch branches
· TPA portal
Number of users: 23,740

Ø Accounts Payable
Accounting Ø Accounts Receivable
and GL- Oracle/ Ø General Ledger
3.
Oracle R 12.1.3
Financials Ø Fixed Assets
Ø Cash Management


No. Version
Ø Purchasing
Ø Inventory
Ø XML Reports
Ø Customized process have been built to
cater to the SBI General’s business
needs
Number of receipts and Payouts, avg/
month:
AR receipts: 1,35,000
AP Invoices: 75,000
AP Payments : 72,000
Ø Budgeting
Ø Planning
Budgeting- Oracle/ Ø Multi-dimensional reporting
4.
Hyperion 11.1.2.1 Ø Trend analysis
Ess Base customization has been done for
reinsurance related data
Ø Document repository
Ø Scanning and indexing- automation tool
using batch process, supports bulk
upload
Ø User interface for search
Ø Document retrieval service on Core,
CRM, Portal- display of document
EMC/
Document Ø Supports Transaction Docs (system
Content Server and
Management generated docs) and Non Transaction
Webtop- 6.7
5. System-
InputAccel- 6.5 Docs (Dept folders and associated
Documentum
Xplore Index Server-1.2 documents)
& Captiva
Captiva- 7.0 Ø Supports posting of SMS for policy
related transactions in eBao Core
Insurance Application
Ø Supports Reporting- 5 to 6 ops reports
Number of documents: Handles 25 lakh

documents /month
Components
Dataflux, Dataflux Quality Knowledge Base
(India Locale), Dataflux Integration Server,
DfPower Monitor, DfPower Quality,
DfPower Customize, DfPower Studio, LOV
Management, Household Management,
Relationship Management
SAS/
6. MDM
8.1
Party Management:
· The module manages Party Data and
various roles that the party may play in
the enterprise
· All applications within the enterprise use
the MDM Party Id as the unique
identifier


No. Version
· A Party can play multiple roles in the
enterprise. For eg., Mr. A with party
id000001 can be a Customer and an
Employee or Mr. B with party id
00000002 can be an Agent and a
Claimant
· The application also performs
deduplication checks at the time of party
creation based on predefined
parameters such as Name, Address,
PAN Id etc. The uniqueness is identified
by using dataflux dedupe rules based
on Probable Match codes.
· Currently the system restricts creation
of parties identified as duplicate.
However user has capability to override
this and force create a party.
· Party data is sent by front end
applications such as eBao, HRMS etc to
MDM realtime via webservices (through
SOA) for party creation. (Dedupe is a
sub process).
· Example of roles, Customer, Prospects,
Agent, Service Provider, Garage, TPA,
Employee, Investment Broker etc,
These roles are categorized as either
Individual or Organization.
Number of transactions: On an average
15,000 to 20,000 transaction per day. This
load peaks upto 30,000 to 35,000
transactions on the month end.
Master Maintenance (List Of Values/LOV

Management):
· The LOV Module manages a list of
masters (22 in number)that are common
across multiple applications.
For example, Banks, Bank Branches,
City, Pin Code, State, Currency etc.
· A web page has been custom built to
facilitate user input of adding/modifying
the master values
· The Application integrates with BPEL
for a Maker/Checker work flow
· Updates to the masters are synced real
time to applications consuming them via
SOA


No. Version
Householding
· Householding refers to grouping of
Party's based on parameters such as
Last Name, Address etc. to identify
them as a single family unit.
· The grouping is performed by way of
scheduled batch jobs
Relationship Management
· Captures data pertaining relation of one
Party to another.
· Data is received at the time of Party
Creation/Update from front end
application
· This functionality hold this data and
supports 360 degree view of CRM
Merge-Demerge
· The MDM Suite offers ability to
manually override and merge party
records and to demerge.
Components:
· SOA
· OSB
· BPEL
Ø Messaging (JMS)
SOA Suite Ø Integrations with SBI, automobile
and
Oracle/ OEMs, agents and brokers. Services
7. Workflow–
11 g are hosted on the SOA layer
Fusion
Middleware Ø Human workflow implemented
Ø 110 services are in use
Number of messages/hour :
25000 Sync per hour (web services)
10000 Async per hours (JMS)
Components:
· Oracle Access Manager
· Oracle Identity Manager
· Oracle Internet Directory
· Webgate- interceptor
· Integrated Windows Authentication-
Oracle/ additional layer for authentication
IDM and
8. 10g (upgrade to 11gR2 Connectors:
SSO
PS2 is in progress) · OOTB
· Non-OOTB (customized)
Ø CAG- customized access governance,
audit purposes for roles and rights
Ø Enterprise SSO Component (Mfund)


No. Version
Number of Users:
Employees- 2741
Agents- 2370
In-house application built which supports in-
warding and out-warding of documents
Ø Inwarding - document receipts,
mapped against a quote, generates
acknowledgments, triggers policy
issuance process.
o Documents related to Policy,
Claims, and other enterprise
related docs and managed here
Mail Room o Provision for distribution/handover
9. Bespoke
Management from sales to ops is also available
Ø Outwarding- dispatch and delivery
details are captured
Ø Has bulk upload excel utility
Ø Used predominantly by branches
Number of transactions (inward): 3 lakh/

month
Number of transactions (outward): 3 lakh/
month
SAS/ Ø Enterprise Guide- supports customized
ODI – reports, actuarial reports
Build ODI_11.1.1.3.0_ Ø Enterprise Miner
GENERIC_100623.1635
10. Analytics Ø Visual Analytics
OBIEE -
11.1.1.7.141014 No. of reports: 400
(Build 140916.0744 No. of dashboards:15
64-bit) No. of ETL’s : 900
Supports push, pull and bulk SMS.
Posting of SMS is done by 3rd Party.
11. SMS --
Avg. SMSs (Monthly): 3 Lakh
4.2.10 SBI General reserves the right to discontinue the support by the successful bidder on any
of the above mentioned applications during the tenure of the contract. SBI General will
provide the successful bidder with the requisite lead time to ramp down the team. The
lead time for the same will be mutually agreed with the bidder.

5 Detailed Scope of Work

SBI General intends to go for end-to-end application maintenance and support for a period of 5 years.
The successful bidder is expected to deliver on the following areas during the course of the
engagement.
5.1 Application Maintenance and Support Services
The vendor will be responsible for the day to day maintenance of the application for the entire period
of contract. Application support will cover the following:-
5.1.1 Production Support and Enhancements
5.1.1.1 Production Support would include minor changes, bug fixes, error resolutions and minor
enhancements that are incidental to proper and complete working of the application.
The vendor will remove the bugs that are already identified/ will be identified during the
contract period. The list of current identified bugs shall be shared at the time of start of
contract with the successful bidder.
5.1.1.2 Enhancements would include changes in the software due to Statutory and Regulatory
changes and/or changes required due to changes in industry, SBI General’ s business
needs and changes due to other Insurance practices in India.
5.1.2 Production Support:
5.1.2.1 SBI General will have one integrated help desk for all the initiatives. The helpdesk will
be the central collection point for all reported incidents and service requests. This
helpdesk will be managed by the Infrastructure and Facility Management service
provider.
5.1.2.2 The vendor will attend to all incidents reported through the helpdesk and ensure timely
resolution.
5.1.2.3 The vendor will be required to provide workarounds and permanent fixes to incidents
reported to ensure smooth continuity of business transactions.
5.1.2.4 The vendor will be required to debug and fix the existing as well new operational
problems and perform error handling.
5.1.2.5 The vendor is expected to provide L2 and L3 support for incident and problem resolution
5.1.2.5.1 L2 Support: This is the second level of support. Issues that cannot be resolved
at L1 or Helpdesk.
5.1.2.5.2 L3 Support: This is the third/final level support. Issues not resolvable by L2
support.
5.1.2.6 L3 support may be for configuration or code level changes that may be required to
resolve incidents and or defects/problems. This support is required for all components
that are listed as a part of the scope.
5.1.2.7 All incidents that occur as part of ongoing operations must be addressed and resolved
within the time frame as per the SLAs described in this RFP.

5.1.2.8 Changes to the application will go through all phases of SDLC by the vendor including
Release Management and Deployment process. The test results must be documented
and provided for approval before a decision is made to put the new release into UAT &
finally to Production. All relevant system documentation should be updated and
provided at the conclusion of any system change.
5.1.2.9 Perform system administration tasks such as managing the user access, creating and
managing users etc.
5.1.2.10 Performance tuning of the application to ensure adherence to SLAs indicated in the
RFP.
5.1.2.11 The vendor will perform data validation/ correction to enable smooth operations. The
vendor will be responsible for data integrity. The vendor will also identify the type &
nature of data error and reports will be handed over to SBI General for correction and
resubmission.
5.1.2.12 The vendor will provide user support in case of technical difficulties in use of the
software, answering procedural questions, providing recovery and backup information,
and any other requirement that may be incidental.
5.1.2.13 Actively interact, co-ordinate and co-operate with other SBI General vendors providing
facility management services and support for applications including the ones which are
not a part of the scope of this RFP.
5.1.2.14 Vendor will have to ensure that when system related problems impacting business are
encountered, they are jointly addressed under the supervision of SBI General’s project
management team. Vendor will be required to ensure that personnel with relevant
expertise is made available for addressing such issues. Vendor will be required to share
all the relevant reports with SBI General as and when requested by SBI General.
5.1.2.15 Indicative set of services to be provided by the vendor as a part of L2 and L3 support:
L2 Support L3 Support
Liaise with the L1 support personnel for the Liaise with the L2 support personnel for the
call information and resolution. call information and resolution.
Modifications to existing scripts and reports

Prepare a root cause analysis document for
due to errors. Rectify any corruption in the
issues referred to L3 support and provide the
software. Perform minor enhancements and
fixes to SBI General along with the
service request changes as required to the
resolution.
application.
Liaise with the OEM support personnel for
Performing and troubleshooting End of Day, issue resolution and track the same to
End of Month, End of Quarter and End of Year closure.
activity.
Liaise with the Testing partner to provide

Resolve calls within stipulated timeframe as UAT & Regression testing support.
defined in Service Level Agreement.
Provide necessary quality reports to SBI
General.
Monitor and analyse the application logs.
Prepare a root cause analysis document with
the resolutions provided for major issue.

L2 Support L3 Support
Support the DR Drills as and when required.
Coordinate with the L3 teams for resolution
and provide necessary information as may be
required by the team to resolve the issues.
Decide on preventive maintenance schedule
with SBI General.
5.1.2.16 The vendor will ensure that proficient and professional personnel are deployed to handle
the L2 and L3 support and resolutions are provided on a proactive basis.
5.1.2.17 The location for providing the service will be Mumbai, though SBI General reserves the
right to change the location of service at its discretion.
5.1.3 Volume of Production Tickets
Applications Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Total
CRM 193 206 192 210 225 429 1455
DMS 150 133 71 77 86 106 623
IDM 103 142 150 139 158 190 882
MDM 227 210 278 340 332 107 1494
ORACLE
96 77 101 101 92 118 585
FINANCIALS
PORTAL 31 43 26 23 18 20 161
SOA 1 4 1 6 2 8 22
Grand Total 3390 3738 3483 3658 3756 4463
5.1.4 Application Enhancements
5.1.4.1 The vendor will undertake all development related activities to deliver all
changes/enhancements, projects/module and application upgrades as per business
requirement.
5.1.4.2 SBI General would take up these enhancements as a part of Change Management
Process. The effort estimates provided by the vendor should include effort for business
analysis, design, development, unit testing, SIT and integration testing & UAT support
as and when required by SBI General.
5.1.4.3 SBI General would use the effort provided by the vendor and the cost as provided in
Annexure 4 – Commercial Bid, Table B to arrive at the Total Cost for the change.
5.1.4.4 Fix defects raised on account of UAT & Regression testing done by SBI General or its
designated testing vendors

5.1.4.5 The vendor resources will need to understand the business requirement, prepare design
and requirement documents, undertake configuration and coding, prepare build, test
and deploy the build and provide support in UAT and production environment for the
change as undertaken. Provide support to the production support team (handholding
support) for a minimum of 7 days post release of the new change.
5.1.4.6 The vendor will also be responsible for integration of the system with other SBI General
systems.
5.1.4.7 For change requests/ application upgrades/ critical business requirements SBI General
will provide the vendor with the requisite lead time to ramp up the team to manage these
changes. The lead time and criticality of requirement will be mutually agreed with the
vendor. But it shall be noted that for business critical requirements or regulatory
changes, lead times may be shortened to meet business and compliance related
objectives.
5.1.4.8 All application enhancements will undergo an acceptance and sign-off framework. The
vendor will ensure that enhancements are delivered in good condition, implemented,
tested and accepted along with the associated certification, documentation and training
provided to SBI General employees. All enhancement related deliverables will be
subject to review by SBI General prior to final approval, acceptance, and payment.
5.1.5 Release and Deployment Management
5.1.5.1 The vendor will be responsible for Release and Deployment Management activities
including services required to appropriately manage changes to the applications and
any of the constituent components being developed.
5.1.5.2 Release and Deployment Management will include services required to appropriately
manage and document changes to the underlying application development environment
components. These include the following:
i. The maintenance, tracking, and auditing of modifications to an application’s
components over time
ii. The automated promotion of software changes across different phases of the
lifecycle (e.g. development, testing and production), including management of
the approval process, production turnover, and software migration control
5.1.6 Maintenance of environments:
5.1.6.1 The vendor will be responsible for maintaining the applications across the all
environments such as Development, Test (UAT and Regression/ pre-production),
Production and Disaster Recovery (DR)
5.1.6.2 The vendor will deploy the build and provide support across all environments.
5.1.6.3 Vendor will ensure that the application code base is in sync across all the environments.
5.1.7 Performance Monitoring and Optimization
5.1.7.1 The vendor will be responsible for taking prompt actions for alerts or issues raised by
the Infrastructure teams based on enterprise monitoring.

5.1.7.2 The vendor will be responsible to monitor the performance of applications and take
appropriate action and proactive measures to ensure availability and superior response
time.
5.1.7.3 The vendor shall ensure that the applications are capable of meeting SBI General’s
current and future transaction volumes.
5.1.7.4 The vendor will be responsible for making recommendations to SBI General on Capacity
Management to ensure the business volumes are handled efficiently. The vendor has
to provide all necessary supporting documents to validate the recommendations.
5.1.7.5 Optimization: The vendor will review the existing code and modify so as to increase the
efficiency of the application. A detailed report of proposed changes and risks involved
along with the implications will be handed over to SBI General and approval will be
sought before making necessary changes.
5.1.8 Annual Technical Support
5.1.8.1 The support for all applications mentioned under section 4.2.9 will include;
a. Maintain data regarding entitlement for software upgrades, enhancements,
refreshes, replacements and maintenance.
b. Installation / reinstallation/ de-installation of operating system
c. Carry out any requisite adjustments / changes in the configuration for implementing
different versions of application software.
d. The vendor would support deployment of Patches / Bug fixes for the software as
and when released by OEM.
e. Patches/Bug fixes shall be implemented by the vendor ensuring customization
done in the applications are applied.
f. The vendor shall have manufacturer’s technical support for software problems
and/or questions, technical guidance, defect and non-defect related issues
g. Provide a single-point-of-contact for software support including but not limited to
problem tracking, problem source identification, problem impact (severity)
determination, bypass and recovery support, problem resolution, and management
reporting.
5.1.9 Software License Management
5.1.9.1 The vendor should ensure that the licenses procured by SBI General are managed in
compliance with software usage terms of the OEM.
a. Develop and maintain a software license inventory data base
b. Maintain data regarding entitlement for software upgrades, enhancements,
refreshes, replacements, and maintenance
c. Provide a license reconciliation report stating that the agreements related to usage
of software licenses are adhered to by SBI General
d. Vendor may bring in additional tools and processes to strengthen the License &
Inventory Management.
5.1.10 Application Security
5.1.10.1 Vendor must ensure the security of the applications and data throughout the contract
period. The outcome of this task must include, but not limited to, the following:
a. Granting or restricting access to all the application and data

b. Managing user creation, assignment of new User ID (User Identification) /

password/, role assignments, periodic role verification and activity monitoring,
c. Regularly audit access permissions to ensure they are correct and support the bi-
annual CAG (Centralised Access Governance) access validation cycle.
d. Approach to maintaining compliance with law, standards, best practices and SBI
General’s enterprise security requirements.
e. Fix defects raised on account of application security testing done by SBI General
or its designated security testing vendors as a part of Security Risk Assessment
program of SBI General.
5.2 Other Support Services
5.2.1 Listed below are the activities that the successful bidder will have to perform to meet the
requirements as mentioned as a part of the bidders contractual obligations.
Sr.
Requirement Bidder Activities
No.
1. Create and update the following at regular intervals
a. Project Plans
b. Work plans
c. Staffing Plans
2. Determine effort estimates for assigned tasks
3. Change Control Mechanism
4. Issue Management
1. Project Planning 5. Scope Management
6. Inclusion of measurable actions to gauge success
7. Inclusion of specific steps to manage the corrective action
plan
8. Steps to identify risks that develop during the project
9. Integrate lessons learned into future project activities
10. Documented perspective of lessons learned
11. Create a Quality Assurance Plan
1. Implement administrative and procedural activities to ensure
that requirements and project objectives are met in a timely
manner
2. The process should involve systematic measurement,
monitoring of processes and feedback
3. Create the Quality Assurance Plan for the purposes of
2. Quality Assurance
describing approach to maintain high-quality standards and
ensure internal quality controls of product and processes
throughout the life of the project
4. The Bidder should follow one of the following /similar
standards to ensure proper quality of the Project - ISO
9001:2008, ISO 2700, SEI CMMi Level 5
1. Understand and maintain end to end solution architecture
2. Adhere to application integration principles and secured
Application development as per industry best practices
3. Architecture Design 3. Collaborate and co-ordinate with the architecture, integration
and Integration and service management & Information Security team of SBI
General and adhere to the design principles laid down at SBI
General

Sr.
No.
4. Provision for architecture design features to ensure that the
system can scale as needed for future transaction volumes
5. Optimization of ESB and BPEL services and API
Management
6. Manage partner integrations
7. Manage configurations of SOA and BPEL servers for
scalability and reliability
8. Provide impact analysis, development and maintenance
support for all current and future applications’ integrations
1. Business requirement gathering
2. In-depth analysis of business, system, and user requirements
3. Impact analysis for integration components
4. Document business requirements
5. Perform detailed assessment of the functional requirements
and MIS requirements and prepare Functional Requirement
Requirement gathering Document
4.
and business analysis 6. Maintain requirement traceability
7. Assist in creation/validation of test scenarios/test cases and
support UAT
8. Business analysis support extended to bug resolution brought
forth from production
9. Analysis and co-ordination with support teams for resolution of
production issues
1. Develop a strategy for testing the applications, processes and
creating test environments for all levels of testing
2. Create tests scripts based on design documentation,
functional specification documentation
3. Document detailed steps required to conduct the unit test,
5. Testing including expected results
4. Develop the criteria for promotion from unit to integration test
5. System Integration Testing
6. Demonstrate readiness for UAT
7. Support User Acceptance Test
8. Resolution of all identified issues
1. Contribute to the planning of the handover process
2. Actively participate in knowledge transfer sessions
3. Review of program documents
4. Escalate matters of shortfall in transition process or
documentation
5. Ensure handover process and procedures are documented
Transition
6. 6. Finalize the reporting mechanism in consultation with the SBI
Management
General.
Note:
i. The transition window will be of 12 weeks from the date of
the order.
ii. On completion of 12 weeks the successful bidder will be
responsible for completely taking over the IT operations and

Sr.
No.
make necessary operational changes (if need be) to support
the mobilisation of the target operating model.
iii. Time spent during transition will not be charged to SBI
General.
1. Coordinate with 3rd party vendors for support services
2. Logging calls, co-ordination and follow-up with vendor
3. Escalation of calls to the higher level management on the
Third Party Support vendor’s side, if need arises
7.
(OEM’s) 4. ATS tracking, renewal and payments
5. Maintain database of the various vendors with details like
contact person, telephone numbers, escalation matrix,
response time and resolution time commitments
1. Train SBI General in areas of implementation, operations,
management, error handling, system administration etc. on
the applications on a need basis
2. Plan trainings for new functionalities or upgrades
3. Develop a methodology for reporting, reviewing, and
Training and
8. improving knowledge transfer
Knowledge Transfer
4. Handholding assistance provided by the bidder as part of
testing, release and deployment
5. Hands-on assistance to the users to resolve any operational
doubts as and when needed while the application is in
operation
1. Document all the changes incorporated in the application
software and also improve the documentation of existing user
/system reference manuals, create/update standard operating
procedures for applications/modules wherever it is necessary
and possible
9. Project Documentation 2. Project documents are to be kept up-to-date during the course
of the contract. The bidder shall maintain a log of the internal
review of all the deliverables submitted. Soft copy of logs shall
be submitted to SBI General on regular basis
3. All project documents will be reviewed and signed off by SBI
General
5.3 Resource Planning
5.3.1 Project Manager:

The successful bidder shall designate one of its onsite resource as a full time Project Manager
who will be the single point contact for day-to-day maintenance and management of the
applications. The manager will work closely with the SBI General counterpart and maintain an
open line of communication regarding all project activities. Project Manager is required to steer
the project with respect to project plan, resource management schedules, providing weekly /
monthly project report, review of pending / on-going / future tasks.

5.3.2 Resource Deployment:
Successful bidder is required to take utmost care in identifying the resources to be deployed on
the project as the resources should continue on the project for long time and should not leave the
project in a short period. Resources deployed should not be removed from the site by the
successful bidder without written approval from SBI General. If any resource is to be replaced a
request / advance notice should be given to SBI General. Only once approved by SBI General,
resources can be replaced.
If deemed necessary, SBI General may interview key resources as proposed to be deployed by
the bidder.
Refer to Annexure 3 - People Profiles, for details on the resource planning.
5.4 Project Governance
5.4.1 SBI General will put together a Project Team for review and monitoring the project. The
Project Team will consist of subject matter experts, technical experts and/or external
consultants.
Activity Responsible Accountable Remarks
Support requirements to be met, new

developments to be undertaken and its
Project Management SBI General SBI General
associated prioritization will be the
responsibility of SBI General
Bidder project manager will co-ordinate
Project Planning and
Bidder SBI General with SBI General for effective project
assistance
planning
Conduct weekly project
Bidder SBI General Review project status and next steps
status meetings
Resolve production This will include resolution of existing
Bidder SBI General
defects issues as well
Vendor will supply plan on how changes
Deployment Planning Bidder SBI General will be deployed to each environment
(Dev to Production).
Code deployments and
release management Bidder SBI General
(Test, Production, DR)
Bidder will be responsible for all
Configuration Changes Bidder SBI General
configuration changes
Unit testing and System Integration
Testing Bidder Bidder
testing will be done by the bidder
User Acceptance Test Bidder will have to support UAT for all
Bidder SBI General
Support the changes undertaken

Activity Responsible Accountable Remarks
Bidder will have to ensure right kind of

Transition to maintenance
Bidder SBI General resources undertake the transition to
team
ensure business continuity at all times
Software license All additional license procurement will
SBI General SBI General
procurement be managed by SBI General
Software License
Bidder SBI General
Management
Cost for ATS will be borne by SBI
Annual Technical Support Bidder SBI General
General.
5.4.2 Project Monitoring and control:
Project monitoring will include preparation and tracking of (indicative list)

· Weekly Status Report
· Status Tracker
· Issue Tracker
· Change Request Tracker
· Risk Log
· Project Status report
· Minutes of Meeting
5.5 SBI General’s Responsibility

1. Required support by way of work desks, desktop machines with required connectivity will
be provided by SBI General for vendor’s onsite resources
2. The vendor team will be provided with a login on the Help Desk application to monitor the
tickets and action on them followed by updating the ticket status and remarks
3. SBI General will manage the relationship with its other Vendors to get the required
support/deliverables to the vendor, as and when required
4. Business requirement document would be prepared by SBI General for change requests
and enhancements. These would be changes that are not classified as system bug
5. Prioritization of change required in the application
6. Approvals for change would be provided by SBI General

6 Service Level Agreements

The SLA will define the level of service which shall be provided by the selected bidder to SBI General
for duration of the contract which shall be awarded and executed with the selected bidder post this
RFP.
6.1 Instructions
6.1.1 SLAs would be analyzed quarterly. However, vendor needs to ensure the compliance to
SLA on Monthly basis.
6.1.2 A monthly report shall be provided to SBI General at the end of every month containing
the summary of all incidents reported and associated performance measurement for that
period.
6.1.3 Overall Availability and Performance Measurements will be on a quarterly basis for the
purpose of Service Level reporting. Every quarter, vendor will provide Month-wise
Availability and Performance Report.
6.1.4 The vendor is required to provide the service levels as mentioned below in 6.3. In case
these service levels cannot be achieved at levels defined in the tables below, it shall result
in a breach of contract and invoke the penalty clause.
6.1.5 Total Penalty shall be arrived at by doing sum total of all the penalties levied on the vendor
due to all the SLA breaches for the month (if any).
6.2 Support Window
6.2.1 The support window for applications’ production support would be 16 hours (7.00 AM to
11.00 PM) per day, 6 days a week. The support time window would be extended on
Month-ends to 7 days a week for 1 week and FY Year-ends to 7 days a week for up to 2
weeks and any other system support extension planned by SBI General.
6.2.2 Exception to the above support window would be adhoc support required for business
activities like campaign management (during any month of the year) as notified by SBI
General. The resourcing requirement for the same would be mutually agreed between
SBI General and the vendor. The cost for the support would be arrived at basis the details
provided in the Commercial Bid, Table A.
6.2.3 The deployment team will need to deploy the applications/releases after business hours
or on holidays.
6.2.4 The vendor will have to follow the SBI General Holiday schedule.
6.3 Response / Resolution time-lines

6.3.1 Incident Response / Resolution time:
Severity Level Description Response & Resolution Time
· Major Impact on the operations leading to

production hold up During Business Hours: 2 Hours
P1 - Critical · Business critical applications are not During Non-Business Hours:
accessible Within 4 hours or earlier as per
o Seibel CRM

Severity Level Description Response & Resolution Time
o Documentum-DMS business hours if business hours

o Oracle Financials begin
o MDM
o Intranet and Extranet Portal
o SOA suite and workflow
o IDM & SSO
o Mail Room Management
· Application/s crashes, and crashes
repeatedly after restart attempts.
· Problem due to which 500 or more users
cannot access the application
· Substantial impact on the operation; During Business Hours: 4 hours

acceptable workaround for some period of
P2 - High time During Non-Business Hours: 8
· Major functionality is unavailable and hours or earlier as per business
impacts 200 to 499 users hours if business hours begin
During Business Hours: Within 8

Low impact to the operations.
P3 - Moderate Hours
Application issue impacting up to 100 users
P4 –Service Service requests to be addressed by the

8 Hours
Request vendor
6.3.1.1 Submission of Root Cause Analysis (RCA) reports and updation of RCA reports for
incidents reported in the month. Report to be submitted monthly within 5 working days
of the following month
6.3.2 Service Levels to be met for response and resolution of incidents/service

requests
Target Service
KPI Severity Level Measurement
Levels
P1 - Critical 99.5%
Percentage of incidents
P2 - High completed within defined 98.5%
Resolution Times resolution criteria
P3 - Moderate 97%
P4 – Service Request 100%
As mentioned in the section 6.3.3

below.
Application
This will be calculated for window 99.5%
Availability
of service for 12-hour (8:00 am to
8:00 pm), 6-days/ week.

Target Service
KPI Severity Level Measurement
Levels
Submission of Root Cause

Analysis reports and updation of
RCA Report 100%
RCA reports for incidents reported
in the month.
6.3.2.1 Co-ordinate with Infrastructure and FMS vendor to ensure business operations resume
from Disaster Recovery Site. RPO shall be 1 hour and RTO shall be 2 hours for all in scope
applications.
6.3.3 Definition:
1. System Availability
{(Scheduled operation time – system downtime) / (scheduled operation time)} * 100%
Where:
· “Scheduled operation time” means the scheduled operating hours of the System for
the month. All planned downtime on the system would be deducted from the total
operation time for the month to give the scheduled operation time.
· “System downtime” means accumulated time during which the System is totally
inoperable, and measured from ticket creation time to resolution time
2. Resolution Time: Ticket Resolved Time minus Ticket Creation time
6.3.4 Response and Resolution time will start once the ticket is raised to the L2 team
6.3.5 Response / Resolution Time calculation will include only tickets with ‘resolved’ status and
rest (ex. cancelled, in-progress etc.) will not be considered
6.3.6 Tickets which are opened during non-support hours, the start time for calculating the
response/resolution time will be based on the start of the actual support hours
6.3.7 Software Quality Service Levels:

The measurement would include new production issues being introduced due to changes in code
introduced by way of bug fixes, data fixes or new requirements being deployed.
Penalty
Type Measurement (% of the quarterly
payment)
No increase in the number of P1 problems for 30

Number of P1 NA
days after release to production
problems post
production More than a 5% increase in the number of P1
10%
problems for 30 days after release to production
No increase in the number of P2 problems for 30

Number of P2 NA
days after release to production.
problems post
production More than a 10% increase in the number of P2
5%
problems for 30 days after release to production
Number of P3
More than a 20% increase in the number of P3
problems post 5%
problems for 30 days after release to production.
production

6.4 Service Level Computation

6.4.1 Service Level Default
6.4.1.1 Service Level will be measured on a monthly basis. The vendor’s performance to
Service Levels will be assessed against Service Level requirements for each criteria
mentioned in the sections above.
6.4.1.2 A Service Level Default will occur when:
The vendor fails to meet the specified Service Levels, as measured on a monthly basis,
for a particular Service Level.
6.4.2 Service Credit Computation

6.4.2.1 In the event of a Service Level Default, the vendor shall pay SBI General a Service
Credit that will be computed in accordance with the following formula:
6.4.2.2 Service Level Default = Service Level – Quarterly Average (Actual service level
averaged over the quarter)
6.4.2.3 Service Credit = Service level default X (Quarterly Payment )
6.4.2.4 In the event that a Service Level Default has occurred for more than one service level
requirement, the sum of the corresponding Service Credits shall be credited to SBI
General.
6.4.2.5 The total amount of Service Credit that the vendor is obligated to pay shall be reflected
on the invoice provided to SBI General in the quarter after the quarter in which the
Service Levels were assessed. SBI General shall be entitled to deduct the Service
Credit amount from the amounts payable to the vendor as per the invoice.
6.4.2.6 The Total Service Credit to be deducted in a quarter will be capped to a maximum of 10
% of the quarterly payment due
6.4.2.7 Penalty will never exceed the total project value.
6.4.2.8 If the penalties computed is more than 20 % for three consecutive quarters on account
of any reason will be deemed to be an event of default and termination.
Example 1
Assume for a particular service level requirement (system availability) the minimum service
level is 99.5% During a Service Assessment period; the service level achieved is the
quarter are M1=99% M2= 95% and M4=96%.
Service Level Achieved= (M1+M2+M3)/3
= 96.67 %
Support Cost ~ Rs. 1.5 Cr
The Availability Service Credit due would be computed as follows:
Minimum Service Level
Service Level Default = Q1 = 99.50 - 96.67 = 2.83
Availability Service Credit for Q1 = 2.83% * (1.5 Cr.)
= Rs. 4,24,500/-

6.5 Escalation Hierarchy
6.5.1 The escalation hierarchy will be jointly decided by SBI General and the successful bidder
once the bidder is on board. The indicative escalation hierarchy is illustrated below in the
table. The successful bidder will propose the exact escalation hierarchy once it is on
board.
Escalation Hierarchy (Illustrative) System Integrator

Incident (P1) to be reported
within (if unresolved)
1 Hour Sr. Engineers
1 Hour Project Manager
2 Hours Delivery Manager
3 Hours Country Manager
4 Hours Region Head

3 Hours Sr. Engineers
4 Hours Project Manager
8 Hours Delivery Manager

4 Hours Sr. Engineers
8 Hours Project Manager

7 Bid Evaluation Methodology

The evaluation will be a three-stage process:-
4 Stage 1 – Eligibility Evaluation
4 Stage 2- Technical Evaluation
4 Stage 2 – Commercial Evaluation
7.1 Eligibility Evaluation
7.1.1 The Bidder needs to comply with all the eligibility criteria mentioned below to be eligible
for evaluation in Stage 2. Non-compliance to any of these criteria would result in outright
rejection of the Bidder’s proposal.
Sr. No. Eligibility Criteria Documents Required
General and Financial Criteria
Should be a public / private limited

1 Certificate of Incorporation
company registered in India.
The Bidder should have been in existence

2 for a minimum period of FIVE years in Certificate of Incorporation
India.
The Bidder should have a minimum

3 turnover of Rs.200 crores per annum in last Audited Financial statements for the
three financial years. respective financial years
and/or
The Bidder should have a positive net Published Balance Sheet
4
worth in last three financial years.
The Bidder should have at least one of the

5 following accreditations / certification: ISO Copy of relevant certifications
9001:2008, ISO 27001, SEI CMMi Level 5.
The Bidder should hold a valid Sales Tax a. Attested copy of the Sales Tax
Registration/VAT/Service tax Certificate, Registration /VAT/Service tax
6 PAN Card and should be registered with certificate.
the appropriate authorities for all applicable b. Attested copy of PAN Card and
statutory taxes/duties. Sales Registration number
Technical Eligibility Criteria
The bidder should have executed at least

two projects involving implementation
and/or support of IT Solutions like: Scanned copy of the order and / or
Certificate of completion of the work
7 · Customer Relationship
outlining the details as required to meet
Management
criteria as mentioned here
· Enterprise Portal
· Financial Management
· Analytics

Sr. No. Eligibility Criteria Documents Required
· Document Management
in the BFSI sector in India in the last 5

years.
At least 3 out of the 5 applications

mentioned above should have been
implemented and /or supported as a
part of the bidder’s engagement with
any 2 BFSI client in India.
7.2 Technical Evaluation
7.2.1 Technical Evaluation will be done on Total Marks out of 1000. Minimum Overall Qualifying
marks to become eligible for qualifying for Commercial Evaluation is 70% i.e. 700 out of
1000.
Sr. No. Criteria Max Marks
Project Experience
1. · Credentials 500
· Customer Feedback
2. Response to RFP 300
3. Technical Presentation 200
Total 1000
7.2.2 In the event that none of the Bidders qualify, then SBI General at its discretion may
choose to select two Bidders who have achieved the top 2 scores to qualify for the next
stage subject to both bidders scoring a minimum of 600 marks out of 1000. The decision
of SBI General shall be final and binding in this regard.
7.2.3 SBI General at its discretion may reject the proposal of the Bidder, without giving any
reason whatsoever, if in case the submission / responses received from the Bidder are
found to be unsatisfactory.
7.2.4 Bidders Project Experience
7.2.4.1 The bidder will have to submit all the relevant credentials as a part of its Technical
proposal submission of SBI General to evaluate. Bidders will also have to provide client
references in the format as provided in Annexure 2- Customer Reference. Reference
checks would be conducted by SBI General for the referred customers.
Client Credentials 200 Marks

Customer Feedback 300 Marks
Project Experience Total 500 Marks

The scoring for Client Credentials will be as follows. Details to be provided in Annexure 5 – Project
Reference.
Max
Sr. No. Project Experience Marks Allocation
Marks
>= 3 Projects : 20
Experience in implementation and/or 2 Project : 15
1 maintenance of CRM application in BFSI 10 additional marks 30
sector in India for experience on
Seibel CRM
>= 4 Projects : 20
maintenance of Enterprise Portal for 2 Project : 10
2 30
customer/intermediaries in BFSI sector in 10 additional marks
India for experience on
Oracle Webcenter
>= 2 Projects : 20
Experience in implementation and/or
1 Project : 15
maintenance of Financial Management
3 10 additional marks 30
(GL/Budgeting) system in BFSI sector in
for experience on
India
Oracle Financial
>= 2 Projects : 20
4 maintenance of Document Management 10 additional marks 30
system in BFSI sector in India for experience on
Documentum
>= 2 Projects : 20
5 1 Project : 15 20
maintenance of MDM in BFSI sector
>= 2 Projects : 20
6 1 Project : 15
maintenance of IDM/SSO in BFSI sector 20
Experience in implementation and/or >= 2 Projects : 20

7 maintenance of Business Process 1 Project : 15 20
Management system in BFSI sector
>= 2 Projects : 20
8 1 Project : 15 20
maintenance of SOA Suite in BFSI sector
200
Total Marks
Marks

7.2.5 Response to RFP
The technical response should cover the following areas:
1. Company Overview - This section should address projects undertaken, depth and
breadth of the organization’s practice in project management, business analysis,
software development, testing, maintenance and support. List similar engagements
conducted for banking and insurance clients.
2. Approach and Project Plan - This section should cover detailed technical design,
approach, plan for the support to be provided.
3. Transition Approach - This section should contain details for transitioning
resources and services from the current to target state model. It should contain
timeline and listing of tasks
4. Service Levels –Bidder should articulate a strategy for improvements in service
levels, year-on-year
5. Project Governance – Describe the governance model for managing the
relationship with SBI General.
6. Value-Added Services and Differentiators - List differentiators or services/tools
that highlights the bidder’s capability to better manage the project.
7. Project References- Select case studies (max 5 cases, one page each) for projects,
showcasing experience, success factors in the areas as mentioned in this RFP in
the BFSI sector
8. Assumptions: Bidder to list all the scope of work related assumptions
Bidders showcasing experience on similar assignments/applications would be given due
weightage.
7.2.6 Technical Presentation
SBI General would require the bidders to make presentations regarding the various
aspects of the support to be provided. This process will enable SBI General to clarify
issues that may be identified from the bidder’s response to the RFP.
SBI General will schedule the presentations and intimate the bidders of the time and
location. The agenda for the presentation will be shared along with the exact time and
location for the presentation. The overall scope of the presentation will include
showcasing of the approach for providing support and maintenance services, project
management approach and plan, team expertise, relevant case studies and unique
value propositions
7.2.7 Normalization of Bids
7.2.7.1 SBI General may, at its sole discretion, decide to seek more information from the
respondents in order to normalize the proposals. However, respondents will be notified,
if such normalization exercise is resorted to.

7.2.7.2 Normalization will be done to the extent possible and feasible to ensure that bidders are
meeting the requirements of the RFP to the extent possible and that the interest of SBI
General is protected.
7.2.7.3 SBI General reserves the right to normalize any or all of the technical bids. If such
normalization has a bearing on the price; SBI General may at its discretion ask the
bidders eligible for technical evaluation to submit the technical and commercial bids
once again for scrutiny. The submissions can be requested by SBI General in the
following two manners:
-Incremental technical bid and / or incremental price submissions in part of the
requested clarifications by SBI General
OR
-Revised technical and / or price submissions of the part or whole bid.
7.2.7.4 The process of normalization may be iterative till such time SBI General is satisfied with
the response of the bidders.
7.2.7.5 The bidder by participating in this RFP agrees to the normalization process being
followed and adopted by SBI General and has no reservation on the process adopted.
7.2.7.6 In the event the bidder has any query on the normalization process the same may be
raised by the bidder as part of the pre-bid queries.
7.3 Commercial Evaluation
7.3.1 The commercial bid has to be provided in the format provided in the RFP. The total cost
to be specified by the Bidder must cover the following as detailed in Annexure 4-
Commercial Bid. This would include:
· Application Support and Maintenance Cost
· Man Month Rate for select roles
7.3.2 The bidder will be categorized as L1, L2, L3 etc. on the basis of their TCO (In the
ascending order, i.e. L1 being the bidder with the lowest TCO, followed by L2 with the
next lowest score and so on.).
7.3.3 There would be a weight-age of 70% to the Technical Evaluation and 30% for the
Commercial Offer. The maximum marks (Total score) for Technical and Commercial
proposals would be 100. It would be normalized as under:-
Total score = 0.7 x T (s) + 0.3 x F(s)

Where;
T(s) = (T(v) / 1000) x 100
F(s) = (LEC / EC) x 100
Acronyms:
§ T(s) stands for percentage of Technical Evaluation score out of 1000
§ T(v) stands for sum of the Bidder’s Technical Evaluation score.
§ F(s) stands for percentage of Bidder’s commercial price compared to the lowest
quoted price
§ EC stands for Evaluated Cost of the Commercial offer

§ LEC stands for Lowest Evaluated Cost of the Commercial offer

The proposals will be ranked in terms of total points scored. The proposal with the highest total points
(H1) will be considered first for award of contract and will be invited for price and contract negotiation.
Example:
Vendor Vendor Propos Cate Evaluat Categ Lowest Commer Total Highest
Names Propos al score gory ed Cost ory Evaluat cial Score Vendor
al T(s) of the ed Cost score
Score Comme of the F(s)
rcial Comme
offer rcial
T(v) T(s) = EC LEC F(s) = 0.7 x

(T(v) / (LEC / T(s) +
1000) x EC) x 100 0.3 x
100 F(s)
Vendor 890 89.00 T2 190,000 L1 190,000 100.00 92.30 H2

A
Vendor 750 75.00 T3 280,000 L3 67.86 72.86 H3
B
Vendor 980 98.00 T1 200,000 L2 95.00 97.10 H1
C

8 Terms & Conditions

8.1 General
8.1.1 This RFP may undergo change by either additions or deletions or modifications before
the actual award of the contract by SBI General. SBI General at its sole discretion also
reserves the right to change any terms and conditions of the RFP and its subsequent
addendums as it deems necessary at its sole discretion. SBI General will inform all
Vendors about changes, if any
8.1.2 SBI General expects the Vendors to adhere to the terms of this RFP and its subsequent
addendums and would not accept any deviations to the same. Any Assumptions made
by the vendor would be ignored during the selection process and in any future discussion.
8.1.3 SBI General intends that the Vendor appointed under the RFP shall have the single point
of responsibility for fulfilling all obligations and providing all deliverables and services
required for successful implementation and ongoing support of this project.
8.1.4 Responses to this RFP should not be construed as an obligation on the part of SBI
General to award a contract for any services or combination of services. Failure of SBI
General to select a Vendor shall not result in any claim whatsoever against SBI General
and SBI General reserves the right to reject any or all proposals in part or in full, without
assigning any reason whatsoever.
8.1.5 After evaluation of the responses, SBI General will make its selection based on the
response which best meets the needs of the SBI General, in the sole discretion of SBI
General. The proposal with the lowest quoted fees will not necessarily be accepted, nor
will any reason for the rejection of any proposal be indicated.
8.1.6 Proposals will remain valid and open for evaluation according to their terms for a period
of 180 days from the time of the last date for lodgment of Proposals.
8.1.7 No binding legal relationship will exist between any of the Recipients / Respondents of
the RFP and the Company until and unless execution of a contractual agreement. The
company shall exercise its sole discretion in finalizing the qualifying participants and may
not select any of the participants if so deemed fit in its interest
8.1.8 All responses including commercial and technical proposals would be deemed to be
irrevocable offers/proposals from the Vendors and if accepted by SBI General will form
part of the final contract between SBI General and the selected Vendor. Vendors are
requested to attach a letter from an authorized signatory attesting the veracity of
information provided in the responses. Unsigned responses would be treated as
incomplete and are liable to be rejected.
8.1.9 The offers containing erasures or alterations will not be considered. There should be no
hand-written material, corrections or alterations in the offer.
8.1.10 The Vendors are required to quote for all the components mentioned in the Scope of
Work Section. In case any Vendor does not quote for any of the components, the
response would be deemed to include the quote for such unquoted components.
8.1.11 SBI General reserves the right not to allow / permit changes in the technical specifications
and not to evaluate the offer in case of non-submission of the technical details in the
required format or partial submission of technical details.
8.1.12 SBI General is not responsible for any assumptions or judgments made by the Vendors
for arriving at any type of sizing or costing.

8.1.13 All out of pocket expenses, travelling, boarding and lodging expenses for the entire life of
the contract should be a part of the financial bid submitted by the Vendor to SBI General.
No extra costs on account of any items or services or by way of any out of pocket
expenses, including travel, boarding and lodging etc. will be payable by SBI General. The
Vendor cannot take the plea of omitting any charges or costs and later lodge a claim on
SBI General for the same.
8.1.14 The Vendor is requested to quote in Indian Rupees (‘INR’). Proposals in currencies other
than INR would not be considered.
8.1.15 The prices quoted by the Vendor shall include all costs, including taxes, levies, cess, local
entry tax, octroi, VAT , Service tax/GST as applicable in India that needs to be incurred
as applicable from time to time.
8.1.16 All costs and expenses incurred by vendor in any way associated with the development,
preparation, and submission of responses, including but not limited to attendance at
meetings, discussions, demonstrations, etc. and providing any additional information
required by the Company, will be borne entirely and exclusively by the Recipient /
Respondent / Vendor.
8.1.17 This RFP contains information proprietary to SBI General. Each recipient is entrusted to
maintain its confidentiality. The recipient shall hold in strict confidence all terms of this
RFP and all information obtained pursuant to this RFP and shall not disclose the terms
of the contract, or any provision thereof, to any person other than a person employed by
the Vendor in the performance of the RFP/contract. It shall be disclosed only to those
employees involved in preparing the requested responses. The information contained in
the RFP may not be reproduced in whole or in part without the express permission of SBI
General.
8.1.18 Responses received become the property of SBI General and cannot be returned.
Information provided by each Vendor will be held in confidence, and will be used for the
sole purpose of evaluating a potential business relationship with the Vendor.
8.1.19 The Vendor represents that the proposed solution and its documentation and/or use of
the same by SBI General shall not violate or infringe the rights of any third party or the
laws or regulations under any governmental or judicial authority.
8.1.20 The Vendor represents and undertakes to obtain and maintain validity throughout the
project, of all appropriate registrations permissions and approvals, which are statutorily
required to be obtained by the Vendor for performance of the obligations of the Vendor.
8.1.21 The Vendor shall be solely responsible for performance of all obligations under the RFP.
The Vendor shall also have the responsibility for payment of all dues and contributions,
as applicable, towards statutory benefits for its employees, agents.
8.1.22 The Vendor shall be responsible for managing the activities of its personnel or the
personnel of its subcontractors/franchisees and will be accountable for both. The Vendor
shall be liable for any acts, deeds or things done by their employees, agents, contractors,
subcontractors etc. which is outside the scope of power vested or instructions issued by
SBI General.
8.1.23 Vendor shall be the principal employer of the employees, agents etc. engaged by Vendor
and shall be liable for all the acts, deeds or things, whether the same is within the scope
of power or outside the scope of power, vested under the contract to be issued for this
tender.

8.1.24 In no event SBI General shall be the employer of the employees, agents etc. engaged by
Vendor. No right of any employment shall accrue or arise, by virtue of engagement of
employees, agents etc. by the Vendor, for any assignment under the contract to be issued
for this tender.
8.2 Contract Period

The duration of the Contract Period is 5 years unless terminated in accordance with the
contract or as per the clause for Termination.
8.3 Award & Signing of contract
8.3.1 SBI General will notify successful vendor in writing by letter in duplicate or fax/email that
its bid has been accepted. The Selected vendor has to return the duplicate copy to SBI
General within 7 working days duly Accepted, Stamped and Signed by Authorized
Signatory in token of acceptance.
8.3.2 The successful vendor shall be required to enter into a contract/ SLA with SBI General,
within 15 days of the award of the tender or within such extended period as may be
decided by SBI General along with the letter of acceptance, Non-Disclosure Agreement
(NDA), Bank Guarantee (BG) and other terms and conditions as may be determined by
SBI General to be necessary for the due performance of the work in accordance with the
Bid and acceptance thereof.
8.3.3 Copy of board resolution or power of attorney showing that the signatory has been duly
authorized to sign the acceptance letter, contract and NDA should be submitted.
8.3.4 The contract/agreement will be based on vendors offer document with all its enclosures,
modifications arising out of negotiation /clarifications etc. and will include SLA, project
plan - phases & milestones and schedule, copies of all necessary documents, licenses,
certifications etc.
8.3.5 SBI General reserves the right to stipulate, at the time of finalization of the contract, any
other document(s) to be enclosed as a part of the final contract.
8.4 Cancellation of Contract
SBI General shall have the right to cancel the contract with the selected vendor at any time during
the contract period, by giving a written notice of at least 3 (three) months, for any reason, including
but not limited to the following reasons:
a) Laxity in following security standards that are laid down by SBI General
b) Excessive delay in execution of orders placed by SBI General
c) Discrepancies / deviations in the agreed processes and/or products
d) Violation of terms & conditions stipulated in this RFP
SBI General may be at its liberty not assign any reason for cancellation of the contract with the
selected bidder.

8.5 Termination
If the contract is terminated as per the termination clause mentioned in this RFP, contract duly signed
between SBI General and the selected bidder, the selected bidder/ Vendor should hand over all
documents / source code / executables / SBI General’s data/ resources or any other relevant
information/documents/property to SBI General in timely manner and in proper format as per scope
of this RFP and should also support the orderly transition to another Vendor or to SBI General.
The vendor should also support SBI General on technical queries / support on process
implementation or in case of software provision for future upgrades.
SBI General’s right to terminate a contract will be in addition to the penalties mentioned in the
SLA/Contract.
Any cost to be incurred on termination or transitioning of service should be identified or if the cost
cannot be quantified, a basis for arriving at the cost can be identified & agreed to in the contract.
8.5.1 Termination for Default
a) SBI General may, without prejudice to any other remedy for breach of contract, by written
notice of default sent to the Vendor, terminate the contract in whole or part: if the Vendor fails
to deliver any or all of the systems within the period(s) specified in the Contract, or within any
extension thereof granted by SBI General pursuant to conditions of contract or if the Vendor
fails to perform any other obligation(s) under the Contract.
b) In the event SBI General terminates the Contract in whole or in part, SBI General may procure,
upon such terms and in such manner, as it deems appropriate, systems or services similar to
those undelivered and the Vendor shall be liable to SBI General for any excess costs for such
similar systems or services. However, the vendor shall continue the performance of the
contract to the extent not terminated.
8.5.2 Force Majeure
a) Any failure or delay by vendor or SBI General in performance of its obligation, to the extent due
to any failure or delay caused by fire, flood, earthquake or similar elements of nature, or acts of
God, war, terrorism, riots, civil disorders, rebellions or revolutions, acts of government authorities
or other events beyond the reasonable control of non-performing Party, it will not be considered
as a default.
b) If Force Majeure situation arises the Vendor shall promptly notify SBI General in writing of such
conditions and the cause thereof. Unless otherwise agreed by SBI General in writing, the Vendor
shall continue to perform its obligations under the contract as far as is reasonably practical, and
shall seek all reasonable alternative means for performance not prevented by the Force Majeure
event.

8.5.3 Termination for Insolvency
SBI General may at any time terminate the Contract by giving written notice to the vendor, if the
vendor becomes bankrupt or otherwise insolvent. In this event termination will be without
compensation to the vendor, provided that such termination will not prejudice or affect any right of
action or remedy, which has occurred or will accrue thereafter to SBI General.
8.6 Subcontracting
Subcontracting of work to fulfil part or whole set of requirements is not permitted without prior
written approval of SBI General.
8.7 Payment Terms
a. Vendor payment will be made quarterly for the annual maintenance and support services
provided by the vendor
b. Payment towards any additional/Change orders will be due only if any change order is
exercised & approved by SBI General and delivered by the vendor.
c. No advance payment or interest will be made by SBI General.
d. SBI General shall make payments in Indian Rupee (INR) on receipt of invoices, after
deduction of penalties and applicable taxes at source from the agreed price to the selected
vendor.
e. The payment will be released by the IT department, Head Office of SBI General. Payment
related objections, if raised after 3 months from the date of release of payment, will not be
entertained. Such objection must be raised in writing.
f. The amount against penalties, if any, will be recoverable from the payment or from any other
payment due to the vendor or from performance Bank Guarantee.
8.7.1 Liquidated Damages
The delivery of services will be as per the schedule of Service Level Agreement mentioned in this
RFP; failure to do so will attract penalties. If, at any time during the performance of the contract, the
vendor should encounter conditions impeding timely delivery of services, the vendor shall promptly
notify SBI General in writing of the fact of the delay, it is likely duration and its cause(s). After receipt
of the vendor’s notice, SBI General shall evaluate the situation and may, at its discretion, extend the
vendor’s time for performance, with or without liquidated damages.
If the penalties are beyond 20% of the total contract value then SBI General may rescind the contract
and shall be free to get it done from some other source at the risk and costs of the vendor.

8.8 Prices
Prices payable to the vendor will be fixed as derived from the final quote after commercial evaluation
and Negotiations (Technical and Commercial). Prices will be exclusive of VAT/GST, Services Taxes
as applicable under the law. Prices once fixed will be valid throughout the entire contract period.
The vendor will, in no circumstance, be entitled to any escalation of costs or price of any material /
items supplied or services tendered under the contract. The prices will not be subject to variation on
any account.
8.9 Performance Bank Guarantee
The selected Bidder would be required to submit a performance Bank Guarantee of a Nationalized
Bank to SBI General for an amount equivalent to 10% of order value within 90 days of purchase
order issue date. Bank guarantee will be valid for the period of contract executed with the selected
bidder and should be renewed by the selected bidder in a timely manner for the due performance of
the project obligations.
The bank guarantee should be issued by any Nationalized Bank, other than SBI. A format for BG is
attached as per Appendix 4.
The Performance Bank Guarantee is required to protect the interest of Company/SBI General against
the risk of non-performance of the successful bidder in respect of successful implementation of the
project which may warrant the invoking of Bank Guarantee (BG), also if any act of the supplier results
in imposition of Liquidated Damages then SBI General reserves the right to invoke the submitted
Performance Bank Guarantee.
8.10 Reverse Transition Services
Reverse Transition Services are the services provided by the selected bidder to SBI General during
the reverse transition period which will start 6 months prior to the expiration of the contract. This is
to facilitate an orderly transfer of the Services to SBI General or to an alternative third party service
provider nominated by SBI General.
The Vendor shall provide such necessary information, documentation to SBI General or its designee,
for the effective management and maintenance of the Deliverables under this RFP. The selected
Bidder shall provide documentation (in English) in electronic form where available or otherwise a
single hardcopy of all existing procedures, policies and programs required to support the services.
Such documentation shall include:
· Operational work instructions

· Listing of all events being monitored and the monitoring frequency
· Listing of all third (3rd) party providers that have been directly relevant to the provision of the
Services
All trainings that SBI General feels are necessary to be imparted to the SBI General or its designees
personnel shall be provided by the selected Bidder.
The selected bidder needs to provide these services without any additional cost to SBI General.

8.11 Confidentiality
Vendor understands and agrees that all materials and information marked and identified by SBI
General as ‘Confidential’ are valuable assets of SBI General and are to be considered SBI General's
proprietary information and property. Vendor will treat all confidential materials and information
provided by SBI General with the highest degree of care necessary to insure that unauthorized
disclosure does not occur. Vendor will not use or disclose any materials or information provided by
SBI General without SBI General's prior written approval.
8.12 Disqualification
Any form of canvassing / lobbying / influence / cartelization etc. by the Vendor will result in
disqualification of such Vendor.
8.13 Right to Accept Any Bid and to reject any or all Bids
SBI General reserves the right to accept any bid, and to annul the Tender process and reject any /
all bids at any time prior to award of Contract, without assigning any reason whatsoever.
8.14 Disclaimer
Subject to any law to the contrary, and to the maximum extent permitted by law, SBI General and its
officers, employees, contractors, agents, and advisors will not be liable for any loss or damage
(whether foreseeable or not) suffered by any person acting on or refraining from acting because of
any information, including forecasts, statements, estimates, or projections contained in this RFP
document or conduct ancillary to it whether or not the loss or damage arises in connection with any
negligence, omission, default, lack of care or misrepresentation on the part of the company or any of
its officers, employees, contractors, agents, or advisers.

9 Annexures
Annexure 1 – Eligibility Criteria Compliance
Compliance Document Reference
Sr. No. Eligibility Criteria
(Y/N) Submitted Page No.
General and Financial Criteria
Should be a public / private limited company

1
registered in India.
The Bidder should have been in existence

2
for a minimum period of FIVE years in India.
The Bidder should have a minimum turnover

3 of Rs.200 crores per annum in last three
financial years.
The Bidder should have a positive net worth

4
in last three financial years.
The Bidder should have at least one of the

5 following accreditations / certification: ISO
9001:2008, ISO 27001, SEI CMMi Level 5.
The Bidder should hold a valid Sales Tax

Registration/VAT/Service tax Certificate,
6 PAN Card and should be registered with the
appropriate authorities for all applicable
statutory taxes/duties.
Technical Eligibility Criteria
The bidder should have executed at least

two projects involving implementation and/or
support of IT Solutions like:
· Customer Relationship
Management
· Enterprise Portal
· Financial Management
7 · Analytics
· Document Management
in the BFSI sector in India in the last 5 years.
At least 3 out of the 5 applications

mentioned above should have been
implemented and /or supported as a part
of bidder’s engagement with any 2 BFSI
client in India.

Annexure 2 – Customer Reference

Reference Check -1
Name of the Client:

Address of the Client:
Contact Person:
Designation of Contact Person:
· Address:
· Direct Phone:
Contact Details of the Person: · Mobile Phone:
· Alternative Phone (if any):
· Email Address:
Preferred Day and Time to

Contact the customer:
Reference Check -2
Name of the Client:

Address of the Client:
Contact Person:
Designation of Contact Person:
· Address:
· Direct Phone:
Contact Details of the Person: · Mobile Phone:
· Alternative Phone (if any):
· Email Address:
Preferred Day and Time to

Contact the customer:

Annexure 3 – People Profile

The minimum roles to be proposed by the Bidder as per the required scope for maintenance and support are
as follows:
Role Description
· Minimum 8 years of experience in executing similar projects
Project Manager · Manage project to meet on-time and on-budget quality delivery
· Manage Project Plans and resourcing
· Minimum 8 years of experience
· Understand the products and services
Architect
· Develop solutions for business problems through use of technology
· Ensure integration of applications
· Jr. Business Analyst with minimum 2-5 years of experience
Jr./Sr. Business · Sr. Business Analyst with minimum 5-10 years of experience
Analyst · Bridge gap between business and IT
· Build requirements and design documentation
· Jr. System Analyst with minimum 2-5 years of experience
Jr./Sr. Systems · Sr. System Analyst with minimum 5-10 years of experience
Analyst · Technical assistance in identifying, evaluating and developing systems
and procedures that meet user requirements
· Jr. Developer with minimum 2-5 years of experience
Jr./Sr. Developer · Sr. Developer with minimum 5-10 years of experience
· Involved in coding, debugging and unit testing of applications
· Minimum 8 years of experience
· Create database designs
DBA · Database administration including software installation, database
creation, sizing, schema development, backup and recovery planning,
Database performance monitoring and tuning
· Jr. QA Tester with minimum 2-3 years of experience
· Sr. QA Tester with minimum 5-10 years of experience
Jr./Sr. QA Tester · Plan, execute and complete IT quality related issues
· Ensure that the delivered product is aligned with the Quality Assurance
methodology.

The details of the personnel to be deployed on the project should be provided in the format as provided below:
Experienc Key Projects

e in IT/ Certificatio undertaken
software Years with n/ and Role Previous
Proposed Professional
Sr. Task developm the Membershi Starting with Employment
role in Name Qualification/
No. Assigned ent/ IT Organisatio p of Insurance Record (Limit
Project Competency
System n recognised Experience to 3)
projects Institution (Limit to 5
(in years) projects)
Exa Project Mr.AB Will be BE: Computer 20 10 123 Institute Project 1: Name:XYZ
mple Manager C responsibl Science Name of Limited
e for; MBA: Finance Client: ABC
and Systems Insurance No of Years
with the
Competency: Project company: 4
Project Details:
Management, Design, Role: Project
J2EE Development Manager
and Support of
Enterprise Responsibilit
wide Portal y:
Total
Duration: 105
months
Value of
Project (in
INR): 50 Cr
Role: Project
Manager
Project 2:
Project 3:
Project 4:
Project 5:

Annexure 4 – Commercial Bid

Table A – Application Maintenance and Support Services
Cost (No. of resources x Cost per resource) INR
Type of No. of
Sr. No. Application Year-1 Year-2 Year-3 Year-4 Year-5 Total Cost (INR)
Support resources
L2
1 CRM
L3
L2
2 Portal
L3
L2
Accounting
3
and GL
L3
L2
4 Budgeting
L3
L2
5 DMS
L3
L2
6
MDM L3
SOA Suite L2
7 and
Workflow L3
L2
8 IDM and
SSO L3
L2
9 Mail Room
Management L3
L2
10
Analytics L3
L2
11
SMS L3
Total Number of Resources Total Cost (INR)…..(a)
Table B - Per Man-month Charges in INR

Sr. No. Activity / Skill Set Year-1 Year-2 Year-3 Year-4 Year-5 Total Cost (INR)
1 Project Manager
2 Architect
3 Business Analyst
4 Systems Analyst
5 Developer
6 DBA
7 QA Tester
Total Cost (INR)….(b)

SUMMARY OF COSTS
Table Reference Items Cost (INR)
Table-A Application Maintenance and Support Services

Table-B Per Man Month Charges
Grand Total - (a+b)
Grand Total in Words – (Rupees…………………………………………………………………)
Seal & Signature of the bidder
Note:
1. Bidder should strictly follow the format given in Table.

2. No column/row should be left blank. In case of ‘0’ (Zero)/NIL, it should be mentioned clearly as ‘0’ (Zero)/NIL.
3. All Quoted Prices must be in Indian Rupees, excluding tax.
4. Efforts in units of total Man-Months where 1 Man month = 22 days
5. Additional per man-month rates to be quoted should not include any expenses and taxes
6. The Bidder is responsible for all the arithmetic computation and price flows. SBI General is not responsible for any errors.
7. Table-B shall be a part of the commercial evaluation; however SBI General may or may not place the order for these components during the
period of contract.

Annexure 5 – Project Reference

Name of
Implemente Solution
Customer Type of
Criteria d in India Implemente OEM
Name Business
(Yes/No) d/Maintaine
d
(Example:
Experience in ABC
implementation and/or Limited)
maintenance of CRM <add
(Yes) (Insurance) (CRMnTT) (XYZ Limited)
application in BFSI sector additional
in India rows as
applicable>
Experience in
implementation and/or <add
maintenance of additional
Enterprise Portal for rows as
customer/intermediaries applicable>
in BFSI sector in India
Experience in
maintenance of Financial additional
Management rows as
(GL/Budgeting) system in applicable>
BFSI sector in India
Experience in
maintenance of additional
Document Management rows as
system in BFSI sector in applicable>
India
Experience in <add
implementation and/or additional
maintenance of MDM in rows as
BFSI sector applicable>
Experience in <add
maintenance of IDM/SSO rows as
in BFSI sector applicable>
Experience in
additional
maintenance of Business rows as
Process Management applicable>
system in BFSI sector
Experience in <add
maintenance of SOA rows as
Suite in BFSI sector applicable>

10 Appendix
Appendix 1 – Submission Checklist
Sr. Compliance Reference
Documents
No. (Yes/No) Page No.
Eligibility Bid
1 Eligibility Criteria Compliance
2 General Details of the Organization- Appendix 2

3 Power of Attorney
4 All supporting Documents as detailed in Annexure 1 --
Technical Bid
1 Bid Covering Letter- Appendix 3
Technical Proposal in line with details as mentioned under
2
section 7.2.5
3 People Profiles- Annexure 3

Commercial Bid- Annexure 4 (Masked)
4 A masked copy of the commercial bid after masking the prices
should accompany the technical proposal
5 References to the previously executed projects- Annexure 5
Commercial Bid
1 Commercial Bid- Annexure 4 (Unmasked) --
Appendix 2 - General Details of the Organization

General Details of the Organization: To be submitted by the bidder in Bidders Letter Head
1. Registered Name & Address of The Bidder
2. Location of Corporate Head Quarters
3. Date & Country of Incorporation

Sales Tax/ VAT registration number and date of
4.
registration
Service Tax registration No. and date of
5. registration
6. Address for Communication
Contact Person-1 (Name, Designation, Phone,

7. Email ID)
Contact Person-2 (Name, Designation, Phone,
8. Email ID)
2014:INR
9. Turn Over (in Crore) 2015:INR

2016:INR

Appendix 3 - Bid Covering Letter

Bid Covering Letter: To be submitted by the bidder along with Bid documents
To,
Head, IT Applications & Solutions Delivery
201, Natraj by Rustomjee,
Junction of Western Express Highway & M.V. Road,
Andheri (East),
Mumbai – 400069
Sir,
We submit our Bid for Application Maintenance and Support Services herewith. We understand that:
1. You are not bound to accept the lowest or any bid received by you, and you may reject all or
any bid without assigning any reason or giving any explanation whatsoever.
2. SBI GENERAL INSURANCE COMPANY LTD may follow close or open bidding process as per
requirement of SBI GENERAL INSURANCE COMPANY.
3. If our Bid is accepted, we undertake to enter into and execute at our cost, when called upon by
SBI GENERAL INSURANCE COMPANY LTD to do so, a contract in the prescribed form.
4. If our Bid is accepted, we are to be jointly and severally responsible for the due performance of
the contract.
5. You may accept or entrust the entire work to one vendor or divide the work to more than one
vendor without assigning any reason or giving any explanation whatsoever.
6. Vendor means the bidder who is decided and declared so after examination of commercial bids.
7. The name(s) of successful bidder to whom the contract is finally awarded after the completion
of commercial bid shall be displayed on the Website of SBI GENERAL INSURANCE COMPANY
and/or communicated to successful bidder(s).
Yours faithfully,
For:
Signature with Stamp:
Name:

Appendix 4 - Bank Guarantee Format
To,
201, Natraj by Rustomjee,
Junction of Western Express Highway & M.V. Road,
Andheri (East),
Mumbai – 400069
(Hereinafter referred to as "SBI GENERAL INSURANCE COMPANY / you”)
Whereas consequent to your Request for Proposal (RFP) No __________ dated _________ you
have issued a Purchase Order No. ______________ dated ________ to M/s _________________,
having its corporate office at _____________ (hereinafter referred to as "the Contractor”) to provide
application maintenance and support services for SBI GENERAL INSURANCE COMPANY.
Whereas as per the payment terms of the said RFP/Purchase Order the Contractor has to submit a
Bank Guarantee from Nationalized Bank, in favour of you.
And whereas, we, ___________Bank, having our branch office at

________________________________ (hereinafter referred to as "the Guarantor") on the request
of the Contractor hereby expressly and unreservedly undertake and Guarantee to pay to you, a sum
not exceeding Rs. _________/- (Rupees ___________________Only), being 10% of the value of
the Purchase Order, in the event of any breach by the Contractor of the obligations under your said
Purchase Order, or reasons attributable to the Contractor on account of the same. This Guarantee
shall be limited to an amount not exceeding Rs. _________/- (Rupees _________________Only).
You may raise a demand on us in writing stating the amount claimed under the Guarantee and on
receipt of your claim in writing, without any demur, protest or contest and without any reference to
the Contractor, we the Guarantor shall make the payment under this Guarantee to SBI GENERAL
INSURANCE COMPANY within 24 hours of receipt of written claim / demand.
We the Guarantor, further confirm that a mere letter from the SBI GENERAL INSURANCE
COMPANY that there has been a breach by the Contractor of its obligations or there are sufficient
reasons for invoking this Guarantee, shall without any other or further proof be final conclusive and
binding on the Guarantor.
We shall not be discharged or released from this undertaking and the Guarantee by any
arrangement, variation, violation between you and the Contractor, indulgence to Contractor by you
with or without our consent or knowledge and this Guarantee shall be in addition to any other
Guarantee or security you possess against the Contractor.
This Guarantee shall be a continuing Guarantee and shall not be discharged by any change in the
constitution of SBI GENERAL INSURANCE COMPANY LTD, Guarantor or the Contractor. It is
further guaranteed that the payment under this Guarantee shall be made by us on receipt of your
written demand as aforesaid making reference to this Guarantee.

Notwithstanding anything contained hereinabove, our liability under this Guarantee is restricted to
Rs. ________/- (Rupees ________________Only).
This Guarantee shall remain in full force and effect for the entire Term of Contract or Purchase Order
(whichever is later) and for a period of 6 months after completion of the year in which the Term of
Contract has ended unless earlier discharged by the Company in writing. Unless a claim under this
Guarantee is made against us within 6 months from that date i.e. on or before _____, all your rights
under this Guarantee shall be forfeited and we shall be relieved and discharged from all liabilities
there under
Thereafter, our Guarantee shall be considered as null and void whether returned to ourselves or not.
Date :
For _______________
(Branch and Bank)
Place :

Appendix 5 – Business Volumes

The below are the peak business volumes handled by SBI General during March 2016. The
bidders should plan support accordingly to handle peak business cycles.
Maximum number of policies issued in the month 3,07,605
Maximum number of policies issued in a day 26,253
Maximum hourly policy issuance in a day 3542
Maximum messages on SOA per hour 25,000
Max number of Parties / Entities created in a single day 28,700
Appendix 6 – Query Format
Sr.
Page No. Point / Section # Existing Clause Query
No.

Appendix 7 – Non Disclosure Agreement
NON-DISCLOSURE AGREEMENT
This Confidentiality Agreement (this “Agreement”), dated as of the ___day of _____ 20__, by and
between ___________ a company incorporated under the Companies Act, 1956 having its
registered office _____________________ (herein after referred to as “Service
Provider/Vendor/Bidder” which expression shall mean and include unless repugnant to the context
or meaning thereof, its successors, permitted assigns ,executors, representatives) of the First part
and
SBI General Insurance Co. Ltd. an Indian Insurance company registered under the Companies Act,
2013 having its registered office at 101, 201, 301, Natraj, Junction of Western Express Highway and
Andheri Kurla Road, Andheri East, Mumbai – 400069 ("SBI General" which expression shall mean
and include unless repugnant to the context or meaning thereof, its successors, permitted assigns
,executors, representatives) of the Second Part
(Both parties hereto collectively referred to as the "Parties" and individually as a "Party").
Recitals:
WHEREAS, _______________ and SBI General are engaged in discussions regarding a potential
business relationship (the “Relationship”); and
WHEREAS, a party may request from the other (in such case, the “recipient”) and/or disclose to the
other (in such case, the “disclosing party”) certain business, financial, technical, and other
Confidential Information (as defined below) concerning their respective businesses and affairs that
is not available to the public.
NOW THEREFORE, in consideration of the above premises the Parties mutually agree as follows:
1. Confidential Information. The term “Confidential Information” does not include information
which (i) becomes generally available to the public other than as a result of disclosure by
Recipient in breach of this Agreement; (ii) was available to Recipient on a non-confidential
basis as shown in written records prior to its disclosure to Recipient by Disclosing Party; (iii)
becomes available to Recipient on a non-confidential basis from a source other than
Disclosing Party; provided that such source is not bound by a confidentiality agreement with
Disclosing Party or is otherwise prohibited from transferring the information to Recipient by
a contractual, legal or fiduciary obligation; or (iv) is independently developed by Recipient
without any use of or benefit from the Confidential Information and such independent
development can be documented by Recipient with written records.
2. Non-disclosure. In consideration for the receipt of Confidential Information, Recipient shall

hold all Confidential Information in confidence and with the same degree of care it uses to
keep its own similar information confidential, but in no event shall it use less than a
reasonable degree of care; and shall not, without the prior written consent of Disclosing
Party, disclose such information to any person for any reason at any time; provided, however,
it is understood that Recipient may disclose any of the Confidential Information to those of
the Recipient’s Representatives who actually need such material for the purpose of

evaluating the proposed Relationship on the condition that, prior to such disclosure, such
Recipient’s Representatives have signed an agreement with confidentiality provisions no
less stringent than those set forth herein; provided further, however, that, notwithstanding
anything herein to the contrary, neither party may disclose the other party’s Confidential
Information to any competitor of the other party, without such other party’s prior written
consent. The term “person” as used in this letter shall be broadly interpreted to include,
without limitation, any corporation, company, partnership or individual.
3. Use. Recipient shall not use any Confidential Information for any reason or purpose other
than as necessary in regard to the Relationship. Recipient agrees to make no other use of
the Confidential Information or to incorporate any Confidential Information into any work or
product.
4. Ownership. Recipient recognizes that all tangible information relating to Confidential

Information, including notes, reports and other documents prepared by Recipient in
connection with the evaluation of the proposed Relationship, including all copies thereof, are
and shall be the sole property of Disclosing Party, and Recipient shall keep the same at all
times in its custody and subject to Recipient’s control. The Recipient does not hereby and
shall not acquire by implication or otherwise any right in or title to or license in respect of the
Confidential Information disclosed to it by the other Party.
5. Compelled Disclosure. In the event that Recipient or any of Recipient’s Representatives is

requested or required (by oral questions, interrogatories, requests for information or
documents, subpoena, civil investigative demand or similar process) to disclose any of the
Confidential Information, it is agreed that Recipient or such Recipient’s Representative, as
the case may be, will provide Disclosing Party with prompt notice of such request(s) so that
Disclosing Party may seek an appropriate protective order or other appropriate remedy
and/or waive compliance with the confidentiality provisions of this Agreement. In the event
that such protective order or other remedy is not obtained, or Disclosing Party grants a waiver
hereunder, Recipient or such Recipient’s Representative may furnish that portion (and only
that portion) of the Confidential Information which Recipient is legally compelled to disclose
and will exercise its reasonable best efforts to obtain reliable assurance that confidential
treatment will be accorded any Confidential Information so furnished.
6. Return of Confidential Information. Promptly following the earlier of (i) the termination of this
Agreement and (ii) the written request of Disclosing Party, Recipient will deliver to Disclosing
Party all documents or other materials furnished by Disclosing Party to Recipient constituting
Confidential Information, together with all copies thereof, including computer disks in the
possession of Recipient. In the event of such request, all other documents or other materials
constituting Confidential Information, together with all copies thereof in the possession of
Recipient, will be destroyed with any such destruction confirmed by Recipient in writing to
Disclosing Party.
7. No Warranties. Neither Party makes any representation or warranty as to the accuracy or

completeness of the Confidential Information.

8. No Obligation. Neither has any obligation by virtue of this Agreement to procure any
products or services from the other party. This agreement does not constitute an agreement
to license or convey information, technology, patents or software or an offer to do so.
9. Remedies. Recipient acknowledges that money damages would be both incalculable and
an insufficient remedy for any breach of this agreement by Recipient and that any such
breach would cause Disclosing Party irreparable harm. Accordingly, Recipient also agrees
that, in the event of any breach or threatened breach of this Agreement, Disclosing Party, in
addition to any other remedies at law or in equity it may have, shall be entitled, without the
requirement of posting a bond or other security, to equitable relief, including injunctive relief
and specific performance.
10. Scope; Termination. This Agreement is intended to cover Confidential Information disclosed
by each Party both prior and subsequent to the date hereof. This Agreement may be
terminated by either Party by giving the other Party no less than thirty (30) days prior written
notice; provided, however, that, notwithstanding anything herein to the contrary, each Party’s
obligations with respect to each item of the other Party’s Confidential Information will survive
for a period of five (5) years following the latter of (a) disclosure of the applicable Confidential
Information, (b) the termination of the discussions concerning the prospective relationship,
or (c) the termination of this agreement.
11. Governing Law. The provisions of this Agreement shall be governed by the laws of India.
If any disputes or differences shall arise between the Parties hereto as to the interpretation
or the performance of this Agreement the same shall be referred to arbitration which shall
be conducted by a sole arbitrator appointed by the Parties and such arbitration shall be in
accordance with and subject to the provisions of the Arbitration and Conciliation Act, 1996
for the time being in force. The seat of arbitration shall be at Mumbai and the courts at
Mumbai, India shall have the exclusive jurisdiction to try any matters arising from the
arbitration.
12. Amendments. This Agreement may not be and shall not be deemed or construed to have
been modified, amended, rescinded or cancelled in whole or in part, except by written
instrument signed by the Parties hereto which makes specific reference to this Agreement
and which specifies that this Agreement is being modified, amended, rescinded or cancelled.
13. Severability. If any provision of this Agreement shall be declared invalid or illegal for any
reason whatsoever, then, notwithstanding such invalidity or illegality, the remaining terms
and provisions of this Agreement shall remain in full force and effect in the same manner as
if the invalid or illegal provision had not been contained herein.
14. Waivers. No failure on the part of either Party to exercise, and no delay in exercising, any
right or remedy hereunder shall operate as a waiver thereof, nor shall any single or partial
exercise of any right or remedy hereunder preclude any other or a future exercise thereof or
the exercise of any other right or remedy granted hereby, or by any related document, or by

law. Any failure of a Party to comply with any obligation contained in this Agreement may
be waived by the Party entitled to the benefit thereof only by a written instrument duly
executed and delivered by the Party granting such waiver, which instrument makes specific
reference to this Agreement and the provision to which it relates and describes the right or
obligation consented to, waived or purported to be violated.
15. Entire Agreement; No Assignment; Counterparts. This Agreement contains the entire
agreement and understanding between the Parties hereto relating to the subject matter
hereof and supersedes all other prior agreements and understandings, both written and oral,
between the Parties with respect to the subject matter hereof. This Agreement may not be
assigned by Recipient by operation of law or otherwise without the written consent of the
other Party, which consent shall not be unreasonably withheld or delayed. This Agreement
may be executed in several counterparts, each of which will be deemed an original, and all
of which taken together will constitute one single Agreement between the parties with the
same effect as if all the signatures were upon the same instrument.
IN WITNESS WHEREOF, the Parties hereto have caused this Agreement to be executed by their
duly authorized representatives effective as of the date and year first above written.
By: _________________________________
Name:
Title:
[CORPORATION]
By: _________________________________
Name:
Title:
-End of Document-

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SBI GENERAL INSURANCE COMPANY LIMITED

Request for Proposal (RFP)

SBI GENERAL INSURANCE COMPANY

This tender document is not transferable.

Copyright © 2017 SBI General Insurance Company Limited

Strictly Confidential Page 2 of 65

Definitions and Acronyms

API Application Program Interface

Strictly Confidential Page 3 of 65

1.1 ABOUT THE COMPANY............................................................................................................................... 6

2 INSTRUCTION TO BIDDERS ........................................................................................................................ 8

2.1 PROCEDURE FOR SUBMISSION OF BIDS .................................................................................................... 8

3 PROJECT OBJECTIVE AND SCOPE OF WORK ..................................................................................... 11

3.1 PROJECT OBJECTIVE .............................................................................................................................. 11

4 CURRENT SETUP ........................................................................................................................................ 13

4.1 LOCATIONS ............................................................................................................................................. 13

5 DETAILED SCOPE OF WORK.................................................................................................................... 21

5.1 APPLICATION MAINTENANCE AND SUPPORT SERVICES ........................................................................... 21

6 SERVICE LEVEL AGREEMENTS............................................................................................................... 31

6.1 INSTRUCTIONS ........................................................................................................................................ 31

Strictly Confidential Page 4 of 65

6.5 ESCALATION HIERARCHY ........................................................................................................................ 35

7 BID EVALUATION METHODOLOGY ......................................................................................................... 36

7.1 ELIGIBILITY EVALUATION ......................................................................................................................... 36

8 TERMS & CONDITIONS .............................................................................................................................. 42

8.1 GENERAL ................................................................................................................................................ 42

ANNEXURE 1 – ELIGIBILITY CRITERIA COMPLIANCE .............................................................................................. 49

APPENDIX 1 – SUBMISSION CHECKLIST ................................................................................................................ 57

Strictly Confidential Page 5 of 65

1.2 Invitation to Vendors

RFP Reference SBI General/IT/App/AMS/2017/RFP-001

1.3 Project Objective

1.4 Purpose of this document

Strictly Confidential Page 6 of 65

1.5 Schedule of Events

Last Date and time for 23rd March 2017, 5 PM

Last date for response from 31st March 2017

Representatives of the bidder may be present during opening of

Address of Communication Mr. Rufus D’Souza,

Head, IT Applications & Solutions Delivery

SBIG Insurance Company Ltd,

201, 'Natraj', Junction of Andheri-Kurla Road & Western Express

Andheri (East), Mumbai- 400 069

Technical Presentation by Shall be announced later

Strictly Confidential Page 7 of 65

1. All envelopes should be securely sealed and stamped.

2.2 Cost to Bid

2.3 Clarification on Tender Document

Strictly Confidential Page 8 of 65

2.4 Language of Bids

2.5 Documents Required for Bid Submission

2.6 Period of Validity of Bids

2.8 Consortiums or sub-contractor

No consortium or sub-contractor is allowed for this engagement.

Strictly Confidential Page 9 of 65

Strictly Confidential Page 10 of 65

3 Project Objective and Scope of Work

3.2 Scope of Work

3.3 Out of Scope

· Support for the following applications;

o Core insurance (eBao) application

o Investment management (MFund) application

o Corporate Website and Customer Portal