CRWC Erp PDF

No. CRWC-VII/CO/ERP Implementation/2019-20/2903 Date: 13.01.
2020
Notice Inviting Tender (NIT)

for
Selection of Supply & Implementation Agency (SIA) for Supply, Customization,
Implementation and Hosting & Maintenance of SAP Business One Solution
Central Railside Warehouse Company Ltd.,

Ground floor, Pragati Maidan Metro Station Building,
New Delhi – 110001
पंजीकृ त एवं कॉप रे ट कायालयः भूतल गित मैदान मै ो टेशन िब डंग, नई द ली-110001, दूरभाषः 011-23480120, फै सः 011-23379434
Reg. & Corp. Office: Ground Floor, Pragati Maidan Metro Station Building, New Delhi-110001, Ph. 011-23480120 (PBX), Fax: 011-23379434
Website: www.crwc.in
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No. CRWC-VII/CO/ERP Implementation/2019-20/2903 Date: 13.01.2020
Table1: Index
Sr. No. Name of the Content
SECTION-I
1 Notice Inviting Tender

2 Abbreviations
3 Definitions
4 About CRWC
5 Tender/BID Objective
6 Notes/Instruction to Bidders
7 Eligibility Criteria & Document to be Submitted
8 Tender Fees
9 Earnest Money Deposit (EMD)
10 Security Deposit
11 Prebid Meeting
12 Bidding Process
13 Agreement
14 Termination
15 Exit Management
16 Force Majeure
17 General Terms & Conditions
18 Arbitration
A1
19 List of Enclosures (Checklists)
SECTION-II
20 Scope of Work
21 Change Request
22 Role & Responsibility
SECTION-III
23 Service Level Agreement & Penalties

24 Period of Contract
25 Time Frame for Completion of Work
26 Payment Schedule
SECTION-IV [Appendices]
I Format for non-blacklisting certificate

II Format for Turnover certificate
III Tender Submission Letter
IV Price/Financial Bid
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V Checklist for Technical Eligibility Criteria & Document to be Submitted

VI Format of Bank Guarantee Bond
VII Non-Disclosure Agreement
VIII Power of Attorney

IX Manufacturer Authorization Form (MAF) from OEM
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SECTION-I
1. NOTICE INVITING TENDER
Central Railside Warehouse Company Limited (CRWC) invites Bids through e-tendering mode (Two Bid
System) for Selection of Supply & Implementation Agency (SIA) for Supply, Customization, Implementation
and Hosting & Maintenance of SAP Business One Solution.
DISCLAIMER
Central Railside Warehouse Company Limited (CRWC), intends to invite e-tender for Selection of Supply &
Implementation Agency (SIA) for Supply, Customization, Implementation and Hosting & Maintenance of
SAP Business One Solution, spread across pan India.
This document has been prepared on the basis of available information in COMPANY and other
publicly available documents which COMPANY believes to be reliable. The sole objective of this Bid
document is to solicit Techno commercial offers from interested parties. While this document has been
prepared in good faith, no representation or warranty, express or implied, is or will be made, and no
responsibility or liability will be accepted by COMPANY or any of their employees, advisors or agents as to or
in relation to the accuracy or completeness of this document and any liability thereof is hereby expressly
disclaimed. Interested Parties may carry out their own study/analysis/ investigation as required before
submitting their Techno commercial proposals.
This document does not constitute an offer or invitation, or solicitation of an offer, nor does this document
or anything contained herein, shall form a basis of any contract or commitment whatsoever. The Company
may in its absolute discretion, but without being under any obligation to do so, update, amend or
supplement the information in this Bid document. By downloading the document, the interested party
is subjected to the confidentiality clauses.
PROPRIETARY NOTICE
This document contains confidential information of CRWC which is provided for the sole purpose of permitting
the recipient to evaluate the proposal submitted herewith. In consideration of receipt of this Document, the
recipient agrees to maintain such information in confidence and to not reproduce or Otherwise disclose this
information to any person outside the group directly responsible for evaluation of its contents, except that
there is no obligation to maintain the confidentiality of any information. This was known to the recipient prior
to receipt of such information from CRWC or becomes publicly Known through no fault of recipient, from
CRWC or is received without obligation of confidentiality from a third party owing no obligation of
confidentiality to CRWC.
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THROUGH e-TENDER PROCESS

Central R a i l s i d e Warehouse Company Limited Invites Bid enquiries from the Selection of Supply &
Implementation Agency (SIA) for Supply, Customization, Implementation and Hosting & Maintenance of
SAP Business One Solution across pan India. The tabular details as below:
Table2: Schedule
Sr Item Details
No.
1. Name of Work Selection of Supply & Implementation Agency (SIA) for
Supply, Customization, Implementation and Hosting &
Maintenance of SAP Business One Solution.
2. Tender Processing Fee Rs. 2,950.00 (Including Taxes as applicable)

(Online Payment) on or before 03.02.2020 (up to 11:30 hrs.)
3. Tender Fee Submission Rs. 2,000.00 on or before 03.02.2020 (up to 11:30 hrs.)
The details of e-payment mode are available on
https://crwc.euniwizarde.com
There is no Tender fee exemption for any bidder.
4. Tender Type NIT [Through e-tendering] [Two Bid System]
5. Website address from where Tender https://www.crwc.in, http://cewacor.nic.in,

can be downloaded https://www.tenderhome.com/cwc.php3
https://eprocure.gov.in, https://crwc.euniwizarde.com
6. Nature of bid process Two Stage bidding process (QCBS): Online submission
through e-tendering system of Company at the
website – https://crwc.euniwizarde.com
7. Financial/Price bid Proforma Please see Appendix-IV of tender document
8. List of enclosures (Checklist) Please see Appendix-V of tender document
9. Date of Publishing of the Tender 13.01.2020 from 18:00 Hrs.

document.
10. Start date & time for 13.01.2020 from 18:00 Hrs.
Downloading/submission of Tender
11. Last date for Downloading of Tender 03.02.2020 (up to 11:30 Hrs.)
12. Last date for Online Submission of 04.02.2020 (up to 11:00 Hrs.)
Tender
13. Pre-Bid Clarification Date, Time & Venue 22.01.2020 (11:30 Hrs.) at CRWC, Corporate Office,
New Delhi.
14. Place, date and time of opening of Place: Central Rail side Warehouse Company Ltd.,
Tender. (Technical Bid) New Delhi-110001.
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Date: 04.02.2020, Time: 11:30 Hrs.
15. Tender validity period 90 days from the NIT opening date
16. Work Completion Period 12 Months from awarding work order/letter of Award
(Refer point. 25 under Section-III)
17. Period of Contract Initially for 5 Years (Refer point. 24 under Section-III)
18. EMD Amount to be deposited Rs. 6,00,000/- on or before 03.02.2020 (up to 11:30 hrs.)
The details of e-payment mode are available on

https://crwc.euniwizarde.com
There is no EMD cost exemption for any bidder.
19. Security Deposit 10% of Contract Value
20. Address for correspondence Sr. Manager (IT),

Central Railside Warehouse Company Limited, Ground
Floor, Pragati Maidan Metro Station Building, New
Delhi-110001. Email ID: gautam.das@crwc.in
For any further announcement(s), please visit CRWC website i.e. www.crwc.in
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2. ABBREVIATIONS
For the purpose of this Tender, the following table gives the Terminologies used and the reference to/
definition of these terminologies.
Serial Terminology Reference To / Definition

Number
1. CRWC/Department/Company Central Railside Warehouse Company Limited
2. EMD Earnest Money Deposit
3. HQ Head Quarters
4. INR Indian National Rupees
5. IPR Intellectual Property Right
6. IT Information Technology
7. O&M Operation and Maintenance
8. PBG Performance Bank Guarantee
9. SLA Service Level Agreement
10. TPA Third Party Agency/ Solution Provider
11. SP System Partner

12. PMT Project Management Team
13. SIA Supply & Implementation Agency
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3. DEFINITIONS
The definitions of various terms that have been used as part of this Tender are as follows:
1. “IT Solution” shall mean Study, Design, Development, Implementation and Operation &
Maintenance of an online software application .
2. “Contract / Agreement / Contract Agreement” means the Agreement to be signed between the
successful bidder and, including all attachments, appendices, all documents incorporated by
reference thereto together with any subsequent modifications, the TENDER, the bid offer, the
acceptance and all related correspondences, clarifications, presentations.
3. “Authorized Representative / Competent Authority” shall mean any person authorized by either
of the parties i.e. Bidder and Department.
4. “Bidder/ SP/ Service Provider/ System Partner (SP) / Software Vendor/ IT Solution Partner/
Implementation Partner (SP)/System Integrator (SI)/ Supply & Implementation Agency (SIA)” means
any firm offering the solution(s), service(s) and /or materials as required in the TENDER. The words
Bidder/ SP/ Service Provider/ System Partner/ Vendor/ IT Solution Partner/ Implementation Partner
(SP) )/Supply & Implementation Agency (SIA) when used in the pre-award period shall be
synonymous with parties bidding for this TENDER, and when used after award of the Contract shall
mean the successful party with whom Department signs the agreement for rendering of services for
implementation of this project.
5. “Party” means Department or Bidder individually and “Parties” mean Department and Bidder,
collectively.
6. “Proposal / Bid” means the Technical and Commercial bids submitted for this project against this
TENDER.
7. “Requirements” shall mean and include schedules, details, description, statements of technical data,
performance characteristics and standards (Indian & International) as applicable and specified in the
TENDER.
8. “Default Notice” shall mean the written notice of Default of the Agreement issued by one Party to
the other in terms hereof.
9. “Law” shall mean any Act, notification, bye law, rules and regulations, directive, ordinance, order or
instruction having the force of law enacted or issued by the Central Government and/ or the State
Government or regulatory authority or political subdivision of government SP.
10. “Termination Notice” means the written notice of termination of the Agreement issued by one
Party to the other in terms hereof.
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Tender/Bid Document
Selection of Supply & Implementation Agency (SIA) for Supply, Customization,
Implementation and Hosting & Maintenance of SAP Business One Solution
4. ABOUT CRWC
The Central Railside Warehouse Company Ltd. (CRWC) is a public sector enterprise mini-ratna company under
ministry of consumer affairs, food and public distribution. Its vision is “To provide Multi Modal Logistics to the
trade and support Indian economy in reducing logistics cost.” and the mission is “To provide efficient rail
based total logistic solutions, leveraging economy of scale to the advantage of all stakeholders”. Its corporate
office is located Ground Floor, Pragati Maidan Metro Station Building, New Delhi-110001.
5. TENDER/BID OBJECTIVE
CRWC invites techno commercial quotes through e-tendering from bidders/vendors on two bid system for
Selection of Supply & Implementation Agency (SIA) for Supply, Customization, Implementation and Hosting
& Maintenance of SAP Business One Solution.
The Sr. Manager (IT)

Central Railside Warehouse Company Limited (CRWC),
Ground Floor, Pragati Maidan Metro Station Building,
New Delhi - 110001
Telephone No: 011-23480120
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6. NOTES/ INSTRUCTION TO BIDDERS
a. The NIT form having detailed terms and conditions of the contract incorporated therein, can be seen and
downloaded from CRWC’s website https://crwc.euniwizarde.com, and also can be seen at
https://www.crwc.in,http://cewacor.nic.in, https://www.tenderhome.com/cwc.php3, https://eprocure.gov.in,
b. The Bidders who wish to download the NIT form from website may ensure that they fulfill the requirement
as per the details specified in the NIT notice. All such NIT documents downloaded from the website will be
legally valid for participating up to its closure day/time.
c. Bidders who wish to participate in online tender have to register with the website through the “New user
registration” link provided on the home page of https://crwc.euniwizarde.com. Bidder will create login ID and
password on their own registration process.
d. The digital signature certificate is normally issued within two/three working days. The interested bidders
are requested to apply for the same well in advance. In case validity of digital signature certificate has expired,
the bidders are advised to get it renewed immediately.
e. Bidders who wish to participate in e-tender need to fill data in pre-defined forms of technical bid,
price/financial bid in Appendix-IV format only.
f. After filling data in pre-defined forms, bidders needs to click on final submission link to submit their
encrypted bid.
g. All the rates must be filled neatly in words & figures and any erasure, correction, interpolation, cuttings
&over writing must be initialed.
h. Intending Bidders are advised to visit CRWC corporate office, New Delhi, CRWC terminals PAN India for
acquainting themselves with the nature of work involved in their own interest before submitting the NIT.
Any clarification related to tender please visit or contact CRWC IT department (011-23480174, 011-23480138)
i. Any clarification regarding online participation, they can contact: -
M/s ITI Limited (Govt. Of India Undertaking),

F-29, Ground Floor, Dooravani nagar, Bengaluru – 560016.
For local assistance may call following helpline No.

(a) Mr. Samabesh, Mobile No.: 9355030634
(b) Mr. Navneet, Mobile No.: 9560364871
j. The financial/price bid of only technically qualified bidders will be opened who meet
Technical/Qualification Criteria and requirements of technical specification of the NIT as well. CRWC reserve
the right to inspect any tendering unit at any time during working hours, as and when required.
k. Offer Validity Period

Offer/Quote should remain valid for a period which is mentioned in Table 2: Schedule from the date of
opening of the bid.
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l. The Central Railside Warehouse Company Limited (CRWC), New Delhi-110001 may at its sole discretion
extend the validity of the NIT by a fortnight and such extension shall be binding on the bidder. If required, the
validity period shall be further extended as per mutual agreement.
m. Letter of Award
CRWC will issue a Letter of Award (LoA)/Work Order (WO) to the successful bidder in duplicate mentioning in
brief rates, terms & conditions. The acceptance and return of one copy of the LoA/WO duly signed will be
treated as token of acceptance by the bidder.
n. Subcontracting
The bidder shall not subcontract or permit anyone other than its personnel to perform any of the work, service
or other performance except Hosting Services required of the bidder under the contract without the prior
written consent of CRWC.
o. In case the EMD is not actually credited in the accounts as specified above and confirmed on or before the
date and time as specified in NIT, the Tender shall not be considered further irrespective of the Bidders claim
that the same has been transferred to the aforesaid account but due to fault of the bank or otherwise it is not
credited. Bidder will be allowed to submit bid only when the EMD is successfully received and the information
flows from Bank to e-procurement system. It is advised that the payment of EMD should be made at least 2
days prior to due date and time of submission of Tender to avoid any complications in submitting online bid
before the schedule last date and time of submission.
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7. ELIGIBILITY CRITERIA & DOCUMENT TO BE SUBMITTED
7.1. Constitution of the Firm:
7.1.1 The bidder who are the constituents of a Firm, Company, Association/or Society must enclose
attested copies of the constitution of their Firm/Company/Association or Society and power of attorney.
7.1.2 If the tender is submitted by a proprietary firm, it shall be signed by the proprietor above his
full name and the name of his firm with its current address.
7.1.3 If the tender is submitted by a firm in partnership, it shall be signed by all partners of the firm
above their full names and current addresses or by a partner holding the Power of Attorney for the firm for
signing the tender, in which case the certified copy of the Power of Attorney shall accompany the tender
document. A certified copy of the partnership deed, current address of the firm and the full names and
addresses of all partners of the firm shall also accompany the tender document.
7.1.4 If a Limited Company submits the tender, it shall be signed by its Managing Director or the
duly authorized person holding the Power of Attorney for signing the tender in which case a certified copy of
the Power of Attorney shall accompany the tender document. Such Limited Company will be required to
furnish satisfactory evidence such as a copy of Memorandum and Articles of Association.
7.1.5 The cancellation of any documents such as Power of Attorney, Partnership Deed etc. shall
forthwith be communicated to CRWC in writing, failing which CRWC shall have no responsibility or liability for
any action taken on the strength of the said documents submitted earlier or on the basis of the amended
documents.
7.1.6 CRWC may recognize changes in Power of Attorney and related documents mentioned in sub-
para 1.1 after obtaining proper legal advice, cost of which will be chargeable to the bidder.
7.2. The agency with an average annual turnover of Rs. 10 crore or more during consecutively past three
Fiancial Years 2018-19, 2017-18 and 2016-17. Audited copy of Profit & Loss Statement, Balance Sheet, clearly
specifying turnover, of the company for the financial year 2018-19, 2017-18 and 2016-17 to be furnished as
proof for the turnover. The agency should have positive networth in last three above given financial years.
7.3. The bidder should have experience in supplying SAP Business One Software Licenses &/or
implementation of the same in at least 3 Central/State Government/PSUs/ autonomous bodies/any other
Govt. entity/Private Entities in India as on date of submission of Tender in preceding seven years or from the year
of inception of agency/firm whichever is later.
7.4. The bidder should have at least 100 technical manpower on its payrolls as on the date of bid
submission. An undertaking/self-declaration by HR/CA/Auditor/Authorized signatory to be submitted in this
regard.
7.5 The bidder has to furnish OEM authorization form/Manufacturer Authorization Form (MAF) on SAP
Letter Head clearly stating that the firm is authorized to provide SAP Business One Software. The same should
be as per the format provided in Appendix-IX {Manufacturer Authorization Form (MAF)} from the OEM (i.e.
SAP).
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7.6 In the case of Group companies (having common shareholding), Financial Requirements/certification
etc. of both parent company as well as subsidiary/child/associate company will be considered for evaluation.
7.7 The agency should be registered with the GST department and carry a valid GSTIN No.
7.8 Agency Should have valid PAN issued by Income Tax Authority.
7.9 A self attested certificate that the company has not been blacklisted by an authorized agency of the
State/Central Government/PSU and there have been no litigations with any PSU/State/Central Agency during
the last five (05) years from the date of tender.(Format enclosed in Appendix-I)
Any Bidder/Agencies, not meeting the above stated criteria, are not eligible to participate in the bidding
process and shall be liable for rejection.
8. TENDER FEES
The tenderer shall have to pay an amount mentioned in Table 2: Schedule towards cost of Tender Form
through e-payment system on or before the date & time as specified in the NIT.
Note: Offers received without Tender Fees will be summarily rejected.
9. EARNEST MONEY DEPOSIT (EMD)
Earnest Money Deposit (EMD) of amount mentioned in Table 2: Schedule have to be submitted through e-
payment system on or before the date & time as specified in the NIT, exclusive of Bank Charges which shall be
paid extra by prospective bidder.
EMD shall be interest free and refundable to unsuccessful tenderer. The EMD will not carry any interest.
The EMD submitted by the bidder will be forfeited if:
 The bidder withdraws or amends its tender or derogates from the tender in any respect within
the period of validity of its tender.
 The bidder withdraws his bid after processing but before acceptance of award of contract issued
by CRWC.
 The bidder violates any of the provisions of the terms and conditions of the tender specifications.
 Final decision on EMD forfeiture will rest with the Competent Authority of CRWC.
 In case the EMD, cost of tender form and processing fee is not actually credited in the accounts as
specified above and confirmed on or before the date and time as specified in NIT, the tender shall
not be considered further irrespective of the bidders claim that the same has been transferred to
the aforesaid account but due to fault of the bidder/ bank it is not credited.
The EMD will be refunded to:
 The successful bidder after award of contract.
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 The unsuccessful bidders,

Note: The Earnest Money Deposit (EMD) will be refunded without any interest under all conditions.
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10. SECURITY DEPOSIT
(i) The successful tenderer shall furnish a security deposit of amount mentioned in Table 2: Schedule. The
Security Deposit shall be submitted in the form of Bank Guarantee/Demand Draft/ Pay Order/RTGS of any
Schedule/Nationalized Bank in favour of CENTRAL RAILSIDE WAREHOUSE COMPANY LIMITED and payable at
New Delhi. Refer NEFT/RTGS details of CRWC given below. The Format of Bank Guarantee is attached in
Appendix-VI.
1. NEFT/RTGS details of CRWC for Bank Name: PUNJAB NATIONAL BANK (PNB)
submission of Security Deposit only. Branch Address: Khan Market, NEW DELHI –
110003.
Account No: 0159000126597447
RTGS/NEFT IFSC Code: PUNB0014900
(ii) The successful tenderer may have the option for adjusting the EMD amount against the Security
Deposit required to be made with CRWC by depositing the balance amount of it and furnishing written request
on this account. If the successful tenderer fails to furnish the security deposit within 20 days after issue of
award letter, his EMD shall be forfeited unless time extension on demand is granted by the CRWC for further
20 days maximum.
(iii) CRWC shall be entitled to appropriate the whole or part of the security deposit in the circumstances
hereinafter provided without prejudice to any other remedy or right. CRWC shall be entitled to recover any
loss or damage that CRWC may suffer or sustain by reason of the failure of the Agency to observe and in
performance of the terms and conditions of this contract from the amount of the security deposit, and in the
event of any balance remaining due to CRWC, the Agency shall forthwith pay the same. In the event of any
such deduction being made from the security deposit, the agency shall at once make good the deficiency in the
amount of the security deposit within 20 days of the date of demand to this effect, failing which CRWC shall
deduct the same from the amounts due to the agency.
(iv) The security deposit referred to above shall be appropriated by CRWC in the event of any breach on
the part of the agency of any of the terms and conditions of this contract without prejudice to CRWC’s right to
rescind the contract and other rights and remedies warranted by Law.
(v) The security deposit shall, subject to any deduction that may be made there from, be returned/refunded to
the agency on satisfactory completion of initial contract period of 5 years, however it will be continued if the
contract period is again extended for further 2 years after completion of initial contract period of 5 years and on
production of no demand certificate only after due and satisfactory performance of the services and on completion
of all obligations by the agency under the terms of the contract.
(vi) No interest shall be paid on security deposit or any other amount withheld.
(vii) In the event of security deposit found insufficient or if the same has been wholly forfeited, balance of
total sum recoverable, as the case may be, shall be deducted from any sums due or which at any time
thereafter may become due to the agency under this contract or any other contract in operation with
CRWC. Should that sum also be not sufficient over the full amount recoverable, the agency shall remit to
the CRWC on demand the remaining balance due. Whenever, the security deposit falls short of any
specific amount, the agency shall make good the deficit so that the total amount of security deposit shall
not at any time be less than the specified amount.
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11. PRE-BID MEETING
Authorized Representative with authority letter on the letter head of bidding company duly signed by the
bidder only will be allowed to attend the meeting of the pre-bid meeting to be held on date mentioned in
Table 2: Schedule, CRWC corporate office for clarification of Bid document and any doubt related to scope of
work
12. BIDDING PROCESS
I. BID SUBMISSION
a) Bidders are advised to study the tender Document carefully. Submission of the Bid will be
deemed to have been done after careful study and examination of all instructions, terms and
requirement specifications in the tender document with full understanding of its implications. Bids not
complying with all the given clauses in this tender document are liable to be rejected. Failure to furnish all
information required in the tender Document or submission of a bid not substantially responsive to the tender
document in all respects will be at the bidder’s risk and may result in the rejection of the bid and the decision
of the Company in this regard will be final, conclusive and binding.
b) The Bidder must submit the Bid only through e-Tendering Website: https://crwc.euniwizarde.com
c) The technical bid must NOT contain any pricing/commercial information.

d) In submitting additional information, please mark it as supplemental to the required response.
e) The Technical Proposal should be concise and should address the following at the minimum without
ambiguity-
i. Brief Profile of bidder.
ii. Information to be provided with reference to each Technical Evaluation Criteria of this
document.
iii. Requisite Supporting document(s) in support of information submitted in compliance
of Technical evaluation criteria
II. BID OPENING
A. TECHNICAL BID OPENING:
CRWC will convene the tender opening session on date given in Table2: Schedule or on the date duly
notified, where one representative from the agencies, who have successfully submitted the bid, can
participate. Representative from each agency can remain present during the tender opening process.
The bid will then be passed on to a duly constituted Technical Evaluation Committee (TEC).
B. FINANCIAL/PRICE BID OPENING
The “Financial/PRICE BID” of Tenderers who qualify in the technical bid only will be opened at a later
date and time and will be intimated individually to technically qualified tenderers.
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III. BID EVALUATION
A. TECHNICAL BID EVALUATION
a. CRWC shall evaluate the technical bids to determine whether they are complete, whether the
required documents as asked for have been submitted and whether the technical bid is generally in order as
per the qualifying conditions of the tender.
b. The CRWC, if necessary, may ask the Bidder for any specific information/ clarification relating
to qualifying document/condition or can seek missing document(s). The required clarification and missing
documents must be uploaded within specified time subject to maximum of 07 days on the same portal as per
the procedure prescribed below.
“With respect to qualifying criteria, if any information/document is not submitted or partly submitted or
wrong document is submitted or the document submitted does not explain fully the tender requirements,
same can be sought by the CRWC from the Bidder.”
The missing documents to be submitted should not be of a date later than the date of submission of original
bid, however Turnover Certificate as per Appendix-II can be of a date after the date of submission of original
bid. The missing documents sought is allowed to be submitted only by uploading on the tender website
through which same has been asked.
c. CRWC well within its rights to waive minor infirmity or non-conformity or irregularity like
spelling mistake(s), signature missing on any page which does not constitute a material deviation.
d. The Bidder has the option to respond or not to respond to these queries.
e. The request for clarification and missing document(s) by the CRWC and the response of the
bidder shall be in writing and no change in substance of the tender shall be sought, offered or permitted.
f. If the Bidder fails to respond, within the stipulated time period or the clarification(s) and
missing document(s) submitted is non-conforming to requirement of tender conditions, no further time will be
given for submitting the same and the tender will be summarily rejected.
g. All the responses to the clarifications and missing documents will be part of the Proposal of
the respective Bidder and if the clarifications and missing documents are in variance with the earlier
information in the proposal, the information provided in later stages will also be the part of the evaluation
process for technical qualification.
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 Procedure to be followed for obtaining missing documents and specific clarification:
a. An Icon for clarification and missing documents shall appear on “Bid details” page (in front of
each of the bidder’s name) at CRWC’s end after opening of Technical.
b. CRWC shall click on clarification and missing documents icon for the desired bidder and enter
the details of clarifications and missing documents sought within the prescribed time.
c. After entering the details of clarification and missing documents sought by the CRWC, same
icon is to be clicked at bidder’s end for replying to the particular clarification and missing documents sought by
the CRWC. The system will also send the alert to the bidder at his registered e-mail address about the
clarification and missing documents sought by the CRWC.
d. Bidder will click on clarification icon and will reply to the same and upload the required
clarification and missing document (optional) in support of clarification sought and also submit missing
document, if any, within the prescribed time. Bidder cannot ask for any clarification from the CRWC.
e. Once the prescribed time expires, the reply button of clarification and missing documents
screen from bidder side shall also disappear automatically.
f. After expiry of prescribed time, CRWC shall download the clarification and missing documents
submitted by the bidder.
g. Bidder to refer clarification and missing document manual available on e-portal

(https://crwc.euniwizarde.com/) or seek assistance from the helpline numbers.
Bidder is advised not to upload the entire Tender document. Bidder shall sign and stamp each page of the
Tender document as token of acceptance and as a part of contract in the event of award of the contract to
him.
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B. TECHNICAL EVALUATION CRITERIA
i. Minimum 70 Marks are mandatory in technical evaluation & for financial opening.
ii. QCBS will be followed for further evaluation, with 70% technical weightage and 30% financial
weightage.
Marks
S.No Criteria
(Maximum)
Average Annual Turnover in the past 3 (three) financial years
INR 10-15 Crores: 15 Marks
More than 15 Crores: 20 Marks

1 20
Audited copy of Profit & Loss Statement, Balance Sheet, clearly specifying
turnover, of the company for the financial year 2018-19, 2017-18 and 2016-
17 to be furnished as proof for the turnover. The agency should have positive
networth in last three above given financial years.
Company Certification
Gold Partnership with SAP (OEM): 5 Marks

2 5
[Copy of the valid partnership agreement (mentioning Gold Partnership) to
be submitted]
Presence
Presence in Delhi/NCR): 5 Marks

3 5
Proof of operational office facility in Delhi/NCR to be enclosed (ex- Lease
Deed, Telephone Bill, Electricity Bill etc.)
Technical Resource Strength on company payrolls as on the date of bid

submission.
100-150 Technical Resources: 3 Marks
150 plus Technical Resources: 5 Marks
4 5
An undertaking/self-declaration by HR/CA/Auditor/Authorized signatory to
be submitted in this regard.
Note: Please submit resource strength document keeping in mind the QCBS
Criteria.
5 CVs/Project team Competency 10
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A copy of the Resume/CVs, of key resources which will be deployed on this

project, may be submitted to judge the competency of the firm in executing
this project.
The resources should have experience in SAP.
i. Project Manager or Similar Profile/Designation: 10-12 yrs
ii. Team Lead or Similar Profile/Designation: 8-10 yrs
iii. SAP Functional consultant or Similar Profile/Designation: 4-7 yrs
iv. SAP Technical consultant or Similar Profile/Designation: 4-7 yrs
v. Support consultant or Similar Profile/Designation: 3-5 yrs
Note: Please submit CVs/Project Competency document keeping in mind the
QCBS Criteria
Experience
The bidder should have experience in supplying SAP Business One Software
Licenses &/or implementation of the same in at least 3 Central/State
Government/PSUs/ autonomous bodies/any other Govt. entity/Private
Entities in India as on date of submission of Tender in preceding seven years or
from the year of inception of agency/firm whichever is later
Three Projects: 10 Marks

Five Projects: 20 marks
6 20
Copy of Work Order and Completion Certificate/relevant document in
support of project completion for previous experience cited.
In case of ongoing project copy of work order and letter from client certifying
the ongoing project.
For three work orders 10 marks will be given and after that per work order 5
marks will be given maximum up to 10 marks.
Note: Please submit experience document keeping in mind the QCBS
Criteria.
Certification
ISO 9001: 2 Marks
7 CMMi Level 3: 3 Marks 5
CMMi Level 5: 5 Marks
Approach & Methodology

8 30
(a) Demonstration of 10-15 minutes of understanding of the
Department’s requirements through providing:
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− Solution proposed and its components,

− Technologies used,
− Scale of implementation,
− Learning on Issues
− Challenges
− Challenges likely to be encountered
− Mitigation proposed
− Client references: 20 Marks
(b) Approach and Methodology to perform the work in this assignment:-

− Understanding of the objectives of the assignment: The extent to
which the Systems Implementer’s approach and work plan respond
to the objectives indicated in the Statement/Scope of Work
− Completeness and responsiveness: The extent to which the
proposal responds exhaustively to all the requirements of all the
Terms of Reference
: 5 Marks
(c ) Project work break down structure:-
Based on timelines, resource assignment,
dependencies and milestones
: 5 Marks
Note: Please submit all the documents keeping in mind the QCBS Criteria
Total 100
C. EVALUATION OF FINANCIAL/PRICE BID:
Financial proposal with the lowest cost will be given a financial score of 100 and other proposals will
be given financial scores that are inversely proportional to their prices.
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IV. METHOD OF SELECTION
Quality and Cost Based Selection (QCBS) Method will be followed.
 Quality and Cost Based Selection (QCBS) wherein 70% weightage will be given to the Technical
proposal and 30% to the financial proposal.
o QCBS - 70:30 (Quality (70%) cum Cost (30%) Based Selection)
 The price Proposal of only those bidders who qualify technically (Minimum Qualifying Marks: 70%)
will be opened.
QCBS Evaluation:
 The selection of agency will be evaluated as per the combined quality cum cost-based system:
 The Technical proposals will be allotted weightage of 70%, while the financial proposals will be
allotted weightages of 30%.
 Financial proposal with the lowest cost will be given a financial score of 100 and other proposals will
be given financial scores that are inversely proportional to their prices.
The total score, both technical and financial, shall be obtained by weighing the quality and cost scores and
adding them up.
i. On the basis of the combined weighted score for quality and costs, the agency shall be ranked in
terms of the total score obtained. The proposal obtaining the highest total score in evaluation of
quality and costs will be ranked as H-1 followed by the proposals securing lesser marks as H-2, H-3
etc. The proposal securing the highest combined marks and ranked H-1 would be recommended
for award of the contract.
ii. An example to explain the evaluation methodology to be adopted is given below for the
information of the agency:
a. Suppose 3 proposals are received from agency A, B & C respectively, they would first be given
marks for evaluation of their technical proposal/presentation as per the criteria given above.
Suppose the agency A, B and C are allotted 75, 80 and 90 marks respectively, they would all
become eligible for opening of their financial proposal.
b. Suppose the committee examined the financial proposals and evaluated the quoted prices as
under:
Proposal Evaluated cost: -

A Rs. 120
B Rs.100
C Rs.110
iii. Using the Formula LEC/EC, where, LEC stands for Lowest Evaluated Cost and EC stands for
Evaluated Cost. The financial proposal will be given the following points for financial proposals:
A: (100/120) x100= 83 Points
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B: (100/100) x100= 100 Points

C: (100/110) x100= 91 Points
iv. Thereafter, for the purpose of obtaining the combined score proposals will be evaluated by using
the Formula as shown below: -
A. Proposal A: 75 x 0.70 + 83 x 0.30 = 77.40 Points

B. Proposal B: 80 x 0.70 + 100 x 0.30 = 88.00 Points
C. Proposal C: 90 x 0.70 + 91 x 0.30 = 90.30 Points
v. The 3 proposals in the combined technical and financial evaluation will, thus be ranked as under:-
A. Proposal A: 77.40 Point: H3

B. Proposal B: 88.00 Point: H2
C. Proposal C: 90.30 Point: H1
vi. Proposal C, which has the highest combined score, with the bid cost of Rs.110 would, therefore, be
declared as the winner and recommended for approval of the competent authority for award of
work.
vii. In the event the composite bid scores are ‘tied’, the Bidder securing the highest technical score will
be adjudicated as the Best Value Bidder for award of the Project.
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V. MODIFICATION AND WITHDRAWAL OF BIDS

Bids once submitted should not be modified. However, in exceptional cases where modification is inevitable,
the following procedure for the same should be adopted: -
a) Bidder shall be allowed to submit the modified Bid before or up to Bid submission date and time only.
b) A Bidder wishing to withdraw its Bid shall notify the Company in writing prior to the deadline
prescribed for Bid submission. The withdrawal notice shall be forwarded to the Company at email id
gautam.das@crwc.in and bear the Contract name, and the words “BID WITHDRAWAL NOTICE.” Bid
withdrawal notices received after the Bid submission deadline will be ignored and the submitted Bid will be
deemed to be a validly submitted tender.
c) No Bid can be withdrawn or modified in the interval between the Bid submission deadline and the
expiration of the Bid validity period specified in Bid documents. Withdrawal or modification of a Bid during
this interval shall result in Bidder’s black listing for three years. The decision of the Managing Director shall be
final & bidding in this regard.
VI. AMENDMENTS OF BIDS
a) At any time prior to the deadline for submission of tenders, the Company may, for any reason,
whether at its own initiative, or in response to a clarification requested by a prospective bidder, issue
amendments /addendums /corrigendum / clarifications to the bidding documents.
b) The amendments / addendums / corrigendum / clarifications to the bidding documents will be

notified through websites and will be binding on them.
c) In order to afford prospective bidders, reasonable time to take the amendment / addendums /
corrigendum / clarifications into account in preparing their tender, the CRWC may, at its discretion, extend the
deadline for the submission of tenders
VII. ACCEPTANCE OF BIDS
The competent authority for and on behalf of the Company reserves the right to reject any or all the bids,
without assigning any reasons thereof and does not bind himself to accept the lowest or any other tender.
When a Bid is accepted, the successful Bidder will be advised for the acceptance of his Bid by a letter as
formal acceptance of bid.
VIII. NON-TRANSFERABLE BID
Neither the contract nor any rights granted under the contract may be sold, leased / sublet, assigned, or
otherwise transferred, in whole or in part, by the bidder, and any such attempted sale, lease, assignment or
otherwise transfer shall be void and of no effect without the advance written consent of CRWC.
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IX. COMPLETENESS OF BID OFFER
The bidder is expected to examine all instructions, forms, terms & conditions and specifications in the tender
document. Failure to furnish all information required in document or submission of offer not substantially
responsive in every respect to the tender document will be at the bidder’s risk and may result in the rejection
of bid offer. The bid offer is liable to be rejected outright without any intimation to the bidder if complete
information as called in the tender document is not given therein, or if particulars asked for in the Forms /
Performa in the tender are not fully furnished.
X. ONLY ONE SUBMISSION PERMITTED
Only one submission of response to bid by each bidder will be permitted. All submission, will become the
property of CRWC. Recipients shall be deemed to license, grant all rights to CRWC to reproduce the whole or
any portion of their submission for the purpose of evaluation, to disclose the contents of the submission to
other recipients who have registered a submission and to disclose and/or use the contents of the submission
as the basis for any resulting process, notwithstanding any copyright that may subsist in the submission.
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13. AGREEMENT
i) Formal Agreement
The successful Bidder shall execute a formal agreement on non-judicial stamp paper of appropriate value with
the Central Railside Warehouse Company Limited, Corporate Office, New Delhi within the forty (40) days of
award of contract.
ii) Non-Disclosure Agreement

The successful bidder shall execute a Non-Disclosure Agreement on non-judicial stamp paper of appropriate
value with the Central Railside Warehouse Company Limited, Corporate Office, New Delhi, within the forty (40)
days of award of contract. Format of Non-Disclosure Agreement is attached in Appendix-VII.
14. TERMINATION
14.1 If during the currency of the contract period, any of the documents submitted by service provider, is
found forged or fabricated, the contract is liable to be terminated and, in such situation, amount of security
deposit will be forfeited and he will be debarred/black listed for a period of five (05) years.
14.2 The CRWC, Corporate Office, New Delhi reserves the right to terminate the contract at any time during
the currency of the contract without assigning any reasons thereof by giving 6 months’ notice in writing to the
service provider at their last known place of business/residence and Service Provider shall not be entitled to
any compensation by reason of such termination. The action of CRWC under this clause shall be final,
conclusive and binding on the Service Provider and shall not be called into question.
14.3 In the event of the service provider having been adjudged insolvent or going into liquidation or
winding up his/their business or making arrangements with their creditors, the CRWC shall be at liberty to
terminate the contract forthwith without prejudice to any other rights or remedies under the contract and to
get the work done for the un-expired period of the contract at the risk and cost of the service provider and to
claim from him/them any resultant loss sustained or costs incurred by CRWC.
14.4 The CRWC shall also have, without prejudice to other rights and remedies, the right, in the event of
breach by the service provider of any of the terms and conditions of the contract, to terminate the contract
forthwith and to get the work done for the un-expired period of the contract, at the risk and cost of the service
provider and /or forfeit the Security Deposit or any part thereof for the sum or sums due for any damages,
losses (directly or indirectly), charges, expenses or costs that may be suffered or incurred by the CRWC due to
the service provider’s negligence or non- performance of any of the services under the contract.
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14.5 Hand-holding and Knowledge Transfer
14.5.1 Towards the end of the implementation phase, the Supply & Implementation Agency (SIA) will be
required to provide necessary handholding and transition support, to the CRWC appointed staff or any other
SUPPLY & IMPLEMENTATION AGENCY (SIA) that is selected for maintaining the system, post contract with the
SIA. The handholding support will include but not be limited to, conducting detailed walkthrough and
demonstrations for the solution, handing over all relevant documentation and Source Codes, addressing the
queries/ clarifications of the staff/ new SUPPLY & IMPLEMENTATION AGENCY (SIA) with respect to the
working/ performance levels of the infrastructure, conducting training sessions etc.
14.5.2 The Supply & Implementation Agency (SIA) shall hold operational hand-holding sessions on the
solution with the designated officers / staff members, so that department can continue with the solution even
after System partner exits the project.
14.5.3 Knowledge Transfer is an integral part of the scope of work of the SIA. This will have to be done even
in case the Contract is terminated before the planned timelines.
15. EXIT MANAGEMENT
15.1. EXIT MANAGEMENT PURPOSE

15.1.1. This schedule sets out the provisions, which will apply on completion and termination of the contract.
15.1.2. The system Partner shall provide Exit Management plan clearly specifying the duration and activities
required for such transition/migration before 5 months period from the date of expiry of contract, or
termination of the operations.
15.1.3. The parties shall ensure that their respective associated entities carry out their respective obligations
set out in the Exit Management Schedule.
15.1.4. Co-operation and provision of information - During the exit management period the existing System
Partner will allow new designated SUPPLY & IMPLEMENTATION AGENCY (SIA) to access information required
to define the current mode of operation; enabling the new designated SUPPLY & IMPLEMENTATION AGENCY
(SIA) to assess the existing services being delivered and take proper control of the Infrastructure being used.
15.1.5. In case of premature termination of contract, the bidder shall initiate exit management and shall
carryout all operations till the time handover to the new designated SUPPLY & IMPLEMENTATION AGENCY
(SIA) is completed. During such transition / migration phase it is also to be ensured that there is no service
downtime.
15.1.6. The latest data & source code of customized application needs to be provided to CRWC.
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16. FORCE MAJEURE

16.1. The Bidder shall not be liable for forfeiture of its Security Deposit, liquidated damages or
termination for default, if and to the extent that it’s delays in performance or other failure to
perform its obligations under the contract is the result of an event of force majeure.
16.2. For purposes of this clause, “Force Majeure” means an event beyond the control of the Bidder and
not involving bidder’s fault or negligence. Such events may include, but are not limited to wars or
revaluations, fires, floods, epidemics, quarantine restrictions and freight embargoes.
16.3. If a Force Majeure situation arises, the Bidder shall promptly notify Company in writing of such
conditions and the cause thereof within 7 days. Unless otherwise directed by Company in writing, Bidder 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.
16.4. The party unable to fulfill its obligations due to Force Majeure will immediately:
16.4.1. Notify the other in writing of the reasons for its failure to fulfill its obligations and the effect of
such failure,
16.4.2. Use all responsible endeavors to avoid or remove the cause and perform its obligations.
17. GENERAL TERMS & CONDITIONS

17.1. Bidders are advised to study the Tender/Bid Document carefully. Submission of the Bid shall be
deemed to have been done after carefully studying and examination of all instructions, terms and requirement
specifications contained in the tender/bid document with full understanding of its implications. Failure to
furnish all information required in the Tender/Bid Document or submission of a bid not substantially
responsive to the Tender/Bid Document in all respects will be at the bidder's risk and may result in the
rejection of the bid.
17.2. Bidders are requested to submit the bids in English language only.
17.3. In case, the day of bid submission is declared Holiday by Govt. of India, the next working day will be
treated as day for submission of bids. There will be no change in the timings.
17.4. Bidders have the opportunity to get a clarification on bidding conditions and processing system
beforehand i.e. before last date for submission of Tender/Bid Document.
17.5. CRWC will not be responsible for any delay on the part of the bidder in obtaining the terms and
conditions of the Tender/Bid Document notice or submission of the bids.
17.6. The offers submitted by telegram/ fax/ E-mail etc. shall not be considered. No correspondence will be
entertained on this matter.
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17.7. Any alteration / overwriting / cutting in the bid should be duly countersigned else it will be out rightly
rejected.
17.8. Bid shall not be accepted if it is without certificate for authorized person from bidder's end.
17.9. Conditional tenders shall not be accepted on any ground and shall be rejected straightway.
17.10. Ambiguous bids will be out rightly rejected.
17.11. Tenders not accompanied by all the enclosures intact and duly filled in, as mentioned here in above,
may be liable to be rejected. However, CRWC reserves the right to seek missing, additional information from
the party of clarificatory/supplementary nature to the original Bid proposal after its submission, if found to be
necessary during the course of evaluation of the proposal, if otherwise fulfils the minimum criteria. Non-
submission, incomplete submission or delayed submission of such information sought by CRWC as mentioned
in the tender will be a ground for rejecting the proposal in full details.
17.12. Discretion of power to waiver of part or whole of the penalties based on merits of application from the
vendor/bidder, will rest with Managing Director, CRWC and his decision will be binding on vendor.
17.13. CRWC also reserves the right to modify / retender / cancel / relax any part of the tender/bid prior to
the submission date and time. CRWC will not be under obligation to give clarifications for doing the
aforementioned. Any such changes will be published on the website as corrigendum and the participant
bidders are supposed to take the corrigendum/addendum also into account prior to bid submission.
17.14. The decision of CRWC arrived during the various stages of the evaluation of the tender/bid is final &
binding on all vendors. Any representation towards these shall not be entertained by CRWC.
17.15. Bidder must provide copies of referred documents in support of their eligibility of bid. In the event of
any document found fabricated/forged/ tampered/ altered/ manipulated during verification and any wrong
declaration / concealment/ breach of any condition shall also result in disqualification of tender and the EMD
of the bidder shall be forfeited and he/they himself/themselves would disqualify for future participation in the
tender of CRWC works for the next 03 (three) years. The decision of the Managing Director shall be final and
binding in this regard.
17.16. Any attempt by bidder to bring pressure towards CRWC's decision making process, such bidders shall
be disqualified for participation in the present tender/bid and those bidders may be liable to be debarred from
bidding for CRWC tenders in future for a period of three years.
17.17. CRWC will not be responsible for any misinterpretation or wrong assumption by the bidder, while
responding to this tender/bid.
17.18. The agency shall execute the work as per the directions and control of the Central Railside Warehouse
Company Ltd. (CRWC), New Delhi.
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17.19. CRWC reserves the right to accept any tender/bid, and to cancel/abort the tender process and reject
all bids at any time prior to award of Contract, without thereby incurring any liability to the affected agencies
or agencies and of any obligation to inform the affected agencies of the grounds for CRWC’s action and
without assigning any reasons.
17.20. The department may invite the bidder for further rounds of discussions and negotiation towards the
process of selection. The commencement of such negotiations(s) does not, however, signify a commitment by
the company to execute a contract or to continue negotiations. The department may terminate the
negotiations at any time without assigning any reason thereof
17.21. That party shall at all times keep CRWC indemnified against all claims, demands, suits, losses,
damages, costs, charges and expenses whatsoever which party may sustain or incur by reason or in
consequence of any injury to any person or to any property resulting directly or indirectly in the carrying on of
any business on the said premises or any part thereof.
17.22. CRWC shall not be bound to pay any other operational expense to the Party, which are not covered
and anticipated in this contract. The quantum of such payment if agreed; shall be the sole discretion of CRWC
only; the party cannot compel CRWC to pay such amount.
17.23. The bidder will be responsible for all costs incurred in connection with the participation in this process,
including, but not limited to, costs incurred in conduct of informative and other diligence activities,
participation in meetings /discussions / presentations, preparation of bid, providing any additional information
required by Department to facilitate the evaluation process, and all such activities related to the Tender
process. This Tender does not bind the company to award a contract to a particular SP/bidder or to engage in
negotiations. Further, no reimbursable cost may be incurred in anticipation of award.
17.24. The bidder shall indemnify & keep indemnified CRWC against any statutory penalty/payment and for
the observance of the various Labor Laws and any other laws pertaining to this work.
17.25. The latest data & source code of customized application needs to be provided to CRWC after
stabilization period and as & when required by CRWC.
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18. ARBITRATION
All disputes and differences arising out of or in any way touching or concerning this agreement whatsoever
shall be referred to the sole arbitrator or any person appointed by the Managing Director, Central Railside
Warehouse Company Ltd; New Delhi. There will be no objection to any such appointment that the person
appointed is an employee of the company/CRWC that he had to deal with the matters to which the contract
related and that in the course of his duties as such employee of the company/CRWC he had expressed views
on all or any of the matter in dispute or difference. The award of such arbitrator shall be final and binding on
the parties to this contract. It is term of this contract that in the event of such Arbitrator to whom the matter
is originally referred, being transferred or vacating his office or being unable to act or resigning for any reason,
the Managing Director, Central Railside Warehouse Company Ltd. New Delhi ; at the time of such transfer,
vacation of office or inability to act or resigning for any reason, shall appoint another person to act as
Arbitrator in accordance with the terms of this contract. Such person shall be entitled to proceed with the
reference from the stage at which it was left by his predecessor. It is also a term of this contract that no
person other than a person appointed by the Managing Director, Central Railside Warehouse Company Ltd;
New Delhi as aforesaid should act as Arbitrator and if for any reason that is not possible the matter is not to
be referred to arbitration at all. The Arbitrator shall give reason for his award. Provided further that any
demand for arbitration in respect of any claim (s) of the Service Provider or CRWC under the contract shall be
in writing and made within one year of the date of termination or completion (expiry of the period) of the
contract and where this provision is not complied with the claim (s) of the service provider shall be deemed to
have been waived and absolutely barred and the company/CRWC shall be discharged and released of liabilities
under the contract. The venue of arbitration shall be such place as may be fixed by the sole arbitrator in his
sole discretion. The work under the contract shall, if reasonably possible, continue during the arbitration
proceeding and no payment due or payable to the Service Provider shall be withheld on account of such
proceeding. The cost of arbitration shall be borne by parties as per the decision of the Arbitrator. The
Arbitrator shall give separate award in respect of each dispute of difference referred to him and shall give the
reasons for his decision. Subject as aforesaid the Arbitration & Conciliation Act 1996 shall apply to the
Arbitration proceedings under this clause.
All disputes arising out of this contract/Tender will be subject to jurisdiction of Delhi.
Explanation:
For the purpose of this clause, the expression “Managing Director’ shall include any officer for the time being
performing the duties of the Managing Director of CRWC, New Delhi.
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19. DOCUMENT TO BE SUBMITTED POST AWARD OF CONTRACT

Document in support of the cloud service provider empanelment with Ministry of Electronic &
Information Technology, Govt. of India, to be submitted by bidder within 7 days of award of contract
In case, bidder itself is not providing cloud hosting but through some other party empaneled with
Ministry of Electronic & Information Technology, Govt. of India, the bidder shall submit an under taking
on its company letter head that, the bidder will host the application at cloud hosting service provider
empaneled with Ministry of Electronic & Information Technology, Govt. of India, and bidder will submit
following document within 7 days of award of contract :
 Document in support of the cloud service provider empanelment with Ministry of Electronic &
Information Technology, Govt. of India
 Undertaking from the MeitY empaneled cloud service provider on its letter head mentioning that
the bidder has tied up with the cloud service provider for this project.
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SECTION-II
20. SCOPE OF WORK
20.1. OBJECTIVE
The Bidder/Contractor shall perform all such work and / or supply all such items/services not specifically
mentioned in the scope of work but that can be reasonably inferred as being required for successfully
implementation of the SAP Business One Software, as if such work and / or items were expressly mentioned in
the scope of work. The scope of work under this specification shall include complete conformity with all the
relevant sections of this document. Bidders are required to critically review the purpose and requirements of
implementation and ensure inclusion of all goods & services (not mentioned specifically but exclusive of
hardware) for achieving the objective within the specified time frame for successful implementation of the SAP
Business One Software
20.2. APPROACH & METHODOLOGY

Bidders’ are advised to follow the Accelerated SAP(ASAP) approach for implementation of SAP Business One.
However, the bidders are free to follow any model they deem fit for the successful and timely delivery of the
project. The proposed methodology needs to be elaborated in the technical bid document.
20.3. BROAD SCOPE OF WORK

This tender is for Selection of Supply & Implementation Agency (SIA) for Supply, Customization,
Implementation and Hosting & Maintenance of SAP Business One Solution. It will be web-based solution. The
broad scope of work entails: -
20.3.1. Supply, Installation, Implementation, Configuration, Customization, Integration and testing of SAP
Business-One Licensed software meeting the functional and technical requirements given in this Tender
document together with the relevant databases & licenses.
20.3.2. ERP Systems implementation, Project management, Training/Hand-Holding, Stabilization, Hosting &
Maintenance.
20.3.3. Supply, Installation, Hosting, configuration, testing and commissioning of the SAP Business One
software for Head office & branch locations.
20.3.4. Data Management services for all required data including that related to Materials, Machines for all
the CRWC’s locations where SAP Business One is to be implemented.
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20.3.5. Go-Live/Production phase activities
20.3.6. Post Go-Live support i.e. Stabilization and Hand-holding. Hand-holding would entail change
management practices, capacity building of officers and employees of CRWC for effective operationalization
and maintenance of the software.
20.3.7. Documentation of the complete project including training manuals, user and operational manuals.
20.3.8. The scope of the work includes, but is not limited to, detailing of functionalities listed in this tender
document, understanding of CRWC’s Business Processes; Designing of the implementation plan covering all
the functions, supply of standard SAP licenses, it’s installation, configuration, implementation, testing, data
migration/ porting, technical support, core team training, functional and user training, post “Go- Live” support,
documentation, , project management and monitoring. The bidder will be required to ensure designing,
configuring, testing and implementing all the functionalities/processes/modules that are required to be
implemented. The scope of work also includes program management, change management, process
improvement, solution assurance services and other services as detailed in this document. Bidder is required
to critically review the purpose of implementation and shall ensure inclusion of all other essential services (not
mentioned specifically) for achieving the objective within the time frame for successful implementation.
20.4. SUPPLY AND INSTALLATION OF SAP BUSINESS ONE SOFTWARE

20.4.1. CRWC wishes to deploy the SAP Business One Solution which caters to approximately 80 ERP users
across the 21 locations & corporate office. These users shall be able to potentially run all the modules of the
ERP solution. from data entry to querying, reporting, analysis, decision making, development, administration,
etc. to viewing reports / queries leading to analysis and decision making, Work flow, approvals having role-
based access through portal or to Core business processes. The bidder shall supply the requisite licenses,
modules and components in their offer based on the Scope of work.
20.4.2. SUPPLY & IMPLEMENTATION AGENCY (SIA) will be responsible for installation of SAP Software, any
Third-Party Software (if proposed), other related software and tools, offered as solution against these
specifications, at the CRWC headquarters, Delhi and 21 location(s).
20.4.3. The Supply & Implementation Agency (SIA) will ensure that the entire solution is seamlessly integrated
and user will operate through a single sign-on.
20.4.4. In case there is a change in version or upgrade before closure of business blueprint / elaboration
phase, the bidder should provide latest version of all required upgrade & patches of the ERP suite to the
Purchaser without any additional cost.
20.4.5. The Supply & Implementation Agency (SIA) needs to supply the Database which is compatible with the
proposed ERP solution and other peripheral solutions. SIA needs to provide the enterprise/suitable version of
the Database considering the complete solution, enterprise wide users and server architecture. No additional
payment to the Supplier regarding Database license will be allowed in case of change in the server (s) or
architecture.
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20.4.6. The system partner shall supply SAP user licenses. CRWC, at its discretion, shall distribute the user
licenses within the organization. Access to each of the users of the SAP Business One Software would be
determined accordingly. CRWC shall have right to conveniently distribute these licenses across the modules at
the Corporate Office or Other locations/office as per its need. CRWC reserves right to purchase additional
license (if required).
20.5. FUNCTIONAL SCOPE OF WORK

20.5.1. The bidder needs to go through the document and shall consult with the concerned
teams/officers of CRWC to obtain more details on the functional requirements of the project and shall
have to get a sign-off separately for the detailed Functional Requirements Specifications (FRS). The bidder
shall conduct a detailed Functional Requirements gathering and prepare an FRS document.
20.5.2. The bidder shall conduct comprehensive discussion with CRWC and do subsequent analysis to
ensure that each of the requirements captured during the FRS are covered in the requirements analysis
and are later captured in the solution.
20.5.3. The bidder must map the Functional Requirements to the SAP Business One System and analyse
the existing gaps between the Functional Requirements and the functionalities provided by the ERP
system.
20.5.4. Activities conducted as part of this task will result in the project deliverable “SAP - Functional
Requirement Specifications (FRS) & Software Requirement Specifications” (SRS) document, which shall
detail the requirements of the complete solution up to the last possible detail.
20.5.5. The bidder will perform a business study and prepare Business Design Documents or the Business
Blue Print with required process re-engineering, process enhancements and gap-fitment analysis to map
all business requirement of CRWC in the SAP System.
20.5.6. Process improvement will be done to enable CRWC to adopt some of the best practices
embedded in the proposed ERP system but not forced on CRWC.
20.5.7. The design proposed by the Bidder/Contractor, shall be realistic, simple, flexible enough to take
care of future changes in the organizational structure and easy maintainability. Business Design objective,
approach and methodology should ensure the following four steps: -
20.5.7.1. Ease in Configuration:

After finalizing the To-Be process map, configuration through standard ERP system is to be done.
Configuring the To-Be processes in the system should be easy and be able to address all the defined
requirements.
The bidder shall submit the Business Design Document or the Business Blue Print covering complete
requirement to CRWC and take a sign-off from CRWC before going ahead for configuration. The Business
Design Document or the Business Blue Print, as approved by CRWC, will form the basis of system
।P a g e | 35
configuration and development and should incorporate the entire scope of ERP implementation in CRWC.
The successful bidder will also ensure the following during the business blue print phase: -
 Documenting the functional specifications for enhancement, development, interface

and reporting requirements (e.g., Layout sets, daily status reports, reconciliation
reports etc.), based on inputs.
 Prioritization of the development efforts and estimates for reporting/ enhancement

requirements.
20.5.7.2. The core functional processes to be automated are as follows :
 Administration Setup
o All master data setup, rules setup, work flow setup, warehousing setup, financial setup,
purchasing setup, business partner setup, inventory setup, license administration, alert
management and any other related setup.
 Warehousing Operations & Stock Management

• OPERATIONS: INWARD CARGO (By Rake)
 Rake Unloading
 Truck Loading – Direct
 Truck Loading – From Stack
 Truck Loading – Back side
• OPERATIONS: INWARD CARGO (By Road)

• OPERATIONS: OUTWARD CARGO
 Truck Unloading – Into stack
 Truck Unloading – Direct
 Rake Loading
• DYNAMIC TARIFF SETUP FOR ALL TERMINALS
• GOODS RECEIPT/ISSUE
• GATE PASS
• CUSTOMER BILLING & DISCOUNTING
 MF/Handling Billing
 Reservation Bill
 Insurance & Documentation
 Storage and Over & Above
 Office Rent
 Electricity Charges
 Weighbridge Charges
 Excess
 Shortage
 Any other miscellaneous billing
• PAYMENT REALISATION
• CLAIM
 INSURANCE
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 DEMMURAGE (Customer/User)
 DEMMURAGE (Service provider)
 SHORTAGE
• Inventory Management
The inventory may consist of stationery items, IT consumable items etc. User should
be able to raise request & issue the required item via system.
 Item Master Data
 Active
 Inactive
 Valuation Method
 Remove Item Master Data
 Item Management
 Serial Numbers
 Serial Number Management
 Serial Number Details
 Global Update to BP Catalog Numbers
 Inventory Valuation Method
 Inventory Transactions
 Goods Receipt
 Goods Issue
 Inventory Transfer
 Inventory Opening Balances
 Inventory Tracking
 Inventory Posting
 Cycle Count Recommendations
 Inventory Re-valuation
 Period and Volume Discounts
 Special Prices
 Special Prices for Business Partners
 Discount Groups
 Bin Location
 Batches
 Batch Management
 Batch Details
 Alternative Items
 Business Partner Catalog Numbers
Any other related requirement
 Sales Management
• Sales Quotation
• Sales Order
• Delivery
• A/R Invoice
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• A/R Invoice + Payment

• A/R Credit Memo
• Recurring Transactions
• Document Draft
• Sales Employee Update
• Confirm Credit Line Deviation
• Confirm Debit Line Deviation
• Confirm Stock Limit Deviation
• Partial Delivery
• Any other related requirement
 Purchase Management
The purpose of the purchase management is to manage all the purchase of the organization. It will
include tendering outcome, work order, agreement, receipt of goods/services, completion of the
work, vendor invoice submission and payment etc.
• Purchase Request
• Purchase Quotation
• Purchase Order
• Split Purchase Order
• Goods Receipt PO
• A/P Invoice
• A/P Credit Memo
• Landed Costs
• Any other related requirement
 Finance and Accounts Management

 Core Accounting Setup
o Accounting Setup
o Chart of Accounts
o Financial Calendars
o Cost Setup
o Bank / Cash Definition
o Account - Based Budget
o Account Rule Definition
o Cost Center Rule Definition
o Any other related requirement
 Taxes
o Tax Set up
o Tax Rule Definition
o Tax Calculation
o Tax Declaration
o Tax Transactions / Adjustments / Remittance / Certificate Generation
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o GST Reconciliation
 General Accounting
o Journal Voucher
o Finance Book Processing
o Tax Book Processing
o Financial Calendar Closure
o Financial Calendar Closure Hub
o Finance Book Consolidation
o Company Consolidation
o Inter Finance Book Reconciliation
o Currency Revaluation
o Financial Statement Layout
o Clearing
o Deferral Transactions
o Inter-Company Masters
o Inter-Company Transactions
o Custom Layout Definition
o Flexi Financial Analysis
o Balance Allocation
o Reports in General Accounting
o Cash Balance Inquiry (Mobile)
 Banking Operations
o Sundry Receipts
o Realize Receipts
o Sundry Payments
o Release Payment
o Bank Reconciliation
 Receivable
o Customer Order Based Invoice
o Customer Direct Invoice
o Customer Prepayment Invoice
o Customer Credit / Debit Notes
o Customer Receipts
o Customer Balance Adjustment
o Credit Management
o Customer Balance Transfer
o Customer Payment
o Customer Outstanding Management
o Customer Inquiry
o Mobile Customer Receipts
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 Payable
o Supplier Order Based invoice
o Supplier Prepayment Invoice
o Supplier Direct Invoice
o Supplier Debit / Credit notes
o Supplier Balance Transfer
o Supplier Payment Processing
o Supplier Balance Adjustment
o Supplier Receipt
o Supplier Reconciliation
o Supplier Inquiry
o Supplier Outstanding Management
o Mobile Expense Invoice Approval
 Fixed Assets
o Asset Type Definition
o Asset Location
o Asset Depreciation Setup
o Asset Planning
o Asset Insurance
o Asset Capitalization
o Asset Disposal
o Asset Depreciation Process
o Asset Inventory
o Asset Migration
o Asset Revaluation
o Asset Leasing
o Financial Services
o Financial Services Setup
o Trust Receipt
o Bills Discounting
o Bank Guarantee
o Investment Transactions
o Hedge Instruments
o Asset Financing
 Cost Planning and Control

o Cost Budget
o Cost Allocation
o MAC Closure
o MAC Entry
o MAC Incorporation
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 Production Costing
o Order Definition, Settlement and Costing
o Cost Roll up
o Standard Item Cost
o Analysis Tool
 Budgeting
 MIS
 Reports, MIS, Dashboard & Analytics.

• Financial
i. Journal Entry
ii. Journal Voucher
iii. Profit Centre Report
iv. Customer Balance Report
v. Supplier Balance Report
vi. Customer Account details
vii. Supplier Account details
viii. General Ledger- Bank
ix. General Ledger-Cash
x. Customer Ageing Report
xi. Vendor Ageing Report
xii. Transaction Journal
xiii. Document Journal
xiv. Balance Sheet Vertical
xv. Balance Sheet Horizontal
xvi. Trial Balance
xvii. Account Balance
xviii. Profit & Loss-Vertical
xix. Cash Flow
xx. Tax Code Report
xxi. Expense Report-Budget Vs. Actual
xxii. Balance Sheet Budget
xxiii. Trial Balance Budget
xxiv. Profit & Loss Budget
xxv. Locate BP reconciliation by due date
xxvi. Locate BP reconciliation by Amount
xxvii. Locate BP reconciliation by Transaction Number
xxviii. Locate BP reconciliation by Sum
xxix. Cost Accounting Reports
xxx. Interest Computing
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xxxi. Outstanding Payment Reminder

xxxii. Final Balance Sheet
xxxiii. Any other related requirement
• Sales
i. Open Sales Quotation
ii. Open Sales Orders
iii. Open Credit Memos
iv. Open Sales Invoices
v. Draft Sales Quotations
vi. Draft Sales Orders
vii. Customer-Wise Analysis based on Invoices
viii. Customer-Wise Sales Analysis based on Rakes
ix. Sales Terminal Wise revenue Analysis based on Invoices
x. Back Order Report
xi. Exceptional Discount Report
xii. Inactive Customers
xiii. Customer Credit Limit Deviation
xiv. Any other related requirement
• Purchase
i. Open Purchase Orders
ii. Open Goods Receipts
iii. Open Purchase Orders
iv. Open Goods Receipts
v. Open Purchase Invoices
vi. Open Goods Returns
vii. Open A/P Down payments
viii. Open A/P Credit Memos
ix. Vendor-Wise Purchase Analysis based on A/P Invoices
x. Vendor Wise Purchase Analysis based on GRPOs
xi. Vendor Wise Purchase Analysis based on Purchase Orders
xii. Item Wise Purchase Analysis based on A/P Invoices
xiii. Item Wise Purchase Analysis based on GRPOs
xiv. Item Wise Purchase Analysis based on Purchase Orders
xv. Purchase Employee Wise Purchase Analysis based on A/P Invoices
xvi. Purchase Employee Wise Purchase Analysis based on GRPOs
xvii. Purchase Employee Wise Purchase Analysis based on Purchase Orders
xviii. Any other related requirement
• Inventory
i. Commodity List
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ii. Goods Issue Report

iii. Goods Receipt Report
iv. Inventory Transfer Report
v. Customer Wise Report based on Invoices
vi. Customer Wise Report based on Orders
vii. Vendor Wise Report based on Invoices
viii. Vendor Wise Report based on Orders
ix. Inactive Item Details based on Sales Orders
x. Inactive Item Details based on Invoices
xi. Item Wise Inventory Posting List
xii. Vendor Wise Inventory Posting List
xiii. Customer Wise Inventory Posting List
xv. Go down/Warehouse Wise Inventory Posting List
xvi. Location Wise Inventory Posting List
xvii. Item Wise Inventory Status
xviii. Vendor Wise Inventory Status
xix. Item wise inventory in warehouse Details
xx. Vendor wise inventory in warehouse Details
xxi. Item Group wise inventory in warehouse Details
xxii. Item wise inventory in warehouse Summary
xxiii. Vendor wise inventory in warehouse Summary
xxiv. Item Group wise inventory in warehouse Summary
xxv. Date Wise Inventory Audit Report
xxvi. Item Wise Inventory Audit Report
xxvii. Item Group Wise Inventory Audit Report
xxviii. Account Wise Inventory Audit Report
xxix. Vendor Wise Inventory Valuation Report
xxx. Item Group Wise Valuation Report
xxxi. Item Wise Inventory Valuation Report
xxxii. Any other related requirement
• Banking
i. Check Register
ii. Payment Draft Report
iii. Bank Statement Information
iv. Checks for Payment in Date Cross Section
v. Locate Reconciliation in Bank Statement by amount
vi. Any other related requirement
 Warehouse Operation Reports
o Daily Transaction Report
o C&F Details
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o Principal Details
o Service Provider Details
o Rake Placement Details
o Release Rake Details
o Terminal wise Revenue Comparison
o Inter Terminal wise Revenue comparison
o Target achievement Report
o Reservation Details
o Godown Details
o Compartment details
o Gate Details
o Stack details
o Line Details
o Commodity Details
o Rake Type
o Rake Particulars (inbound, outbound, date range, last day, No of wagon wise,
stock wise))
o Stock Particular Report
o Released Rake
o Godown Utilization Report
o Revenue Comparison intra Terminal
o Rake Status Report
o Daily Transaction
o Monthly transaction (Date range)
o Gate Pass Reports
o Inbound Outbound Report
o Terminal Wise Sundry Debtors
o Party Wise Sundry Debtors
o MPFR (With an option to enter the relevant data regarding marketing efforts &
recommendation/requests)
o Bill Summary(Partywise/commoditywise/datewise/billtypewise)
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o Sales Report
o Cash book report
o Cash receipt report
o Stock handled report
o Stock stored report
o Demurrage charges detail
o Outstanding details
o Debtor Status
o Monthly/Yearly Target achievement of wagons
o Demurrage statement of RWC’s
o Traffic data of RWC (Stock wise, cargo wise etc.)
o Physical comparative statement of RWC’s with Railways
o Wagon Placed in RWC & Railway Line
o Payment Received and outstanding
o No. of Wagons and Rake handled for each month & progressive figures
o Godown/compartment wise register
o Daily Transaction register
o Rake/Wagon Handling register
o Stock/Depositor Ledger Register
o Insurance Register
o Gate Register
o Gate Pass Detail Report
o Delivery Order Report
o Service Provider Bill Register
o Other Users Bill Register
o Fortnightly Assessment Report
• Any other related Reports, MIS, Dashboard & Analytics.
 Integration with existing HRMS application

 Integration with Payment Gateway
 Customer Relationship Management (CRM)
 Project Management
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Practice of initiating, planning, executing, controlling, and closing the work to achieve specific goals
and meet specific success criteria at the specified time.
o Project management
o Project stages
o Stage dependencies
o Sub-projects handling
o Project Time Reporting
o Internal project handling
o Employee master data
o Time sheet entries
o Resource master data
o Resource capacity planning
o Gantt chart capacity viewing
o Analyzing budget and costs of the project
20.5.7.3. The successful bidder will be required to demonstrate standard functionality of the
offered ERP modules during business study (As-Is, To-Be stage) and CRWC will have an option to choose
more standard functionalities than covered under FRS at no extra cost as the same will be treated within
scope.
20.5.7.4. Each bidder shall provide a comprehensive sizing estimate made by them based on the
information provided by CRWC. The sizing estimate must consider all aspects of sizing such as storage,
server configuration, network, type of platform, etc., number and type of users, CRWC’s expected service
levels, desired response time, etc. CRWC also expects that the sizing estimate is backed up by appropriate
testing undertaken by the Bidder in its solution centers to validate the sizing estimate.
20.6. IMPLEMENTATION OF SAP BUSINESS ONE/NON-FUNCTIONAL (TECHNICAL) SCOPE OF WORK
20.6.1. TECHNICAL REQUIREMENT SPECIFICATION (TRS) FOR ERP
Sl. Sub-SI Particulars/ Minimum Technical Requirements
Architecture
1
1.1 ERP Application system architecture should support upgrading with minimum
modifications/downtime.
1.2 Ability to suitably map company business need and modify without modifying any application
source code, so that they are preserved during upgrades.
1.3 System's solution should be based on shared and reusable architectures, that is, applications,
systems and infrastructure are characterized as service- oriented, component-based &
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reusable
1.4 System should be able to provide for Client Server architectures
1.5 System should provide application architectures that are highly granular and loosely coupled
1.6 System should provide web-based/Enable interface for Company access
1.7 Proposed Solution architecture should provide end to end horizontal and vertical scalability.
Scalability in terms of numbers of users, workflow supported and
Organizational entities
1.8 The solution should provide functionality for automated database back-ups and restore.
1.9 The ERP shall have a built-in software to manage application software backups and restore
with source control.
2 Operational
2.1 Ability to support remote operation of system

administration
2.2 Provision for version control mechanism of source code.
2.3 Ability to provide integrated management for all the components, including but not limited to:
Database
Application Servers
User identity management
2.4 Availability of tools for Configuration management, Performance tuning, System

diagnostic, Capacity Planning etc.
2.5 Provision for centralized role and user management & administration for the solution.
2.6 Provision of a centralized tool for management of developments across landscape like
moving, monitoring & troubleshooting.
2.7 Provision for data archiving with tools.
2.8 Centralized system monitoring/dashboard engine for entire solution, including DB health
check, memory management, transaction load analysis etc.,
2.9 Integrated Development Environment.
2.10 Ability to perform periodic system health check & reporting by OEM.
3 Access and Process Management
3.1 Ability of system to identify access risks across multiple applications
3.2 System provides for mitigation of risks by system ID and by access risk rule
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3.3 Solution should provide the ability to generate proactive alerts
3.4 Access Risk Analysis - Solution should provide risk and SOD analysis at user, role, transaction,
and authorization object field value levels. It is important to cover 2 levels to ensure no
conflicts exist.
3.5 System should monitor custom transaction codes
3.6 Ability of system to enable creation and management of business roles that are
understandable in the context of the business function performed.
3.7 Ability of system to enable documenting and managing changes to role definition over time
including audit trail of all changes.
3.8 Ability to analyze the selected roles in a request against the SOD matrix in real time, to
prevent any possibility of risk, fraud or violations.
3.9 Ability of system to provide secure and auditable privileged user access
3.10 The system should document the organizations overall control objectives and identified risks
once and tie them to different processes or org levels.
3.11 Risks should be associated to more than one control or process, but evaluated and
documented individually for each process.
3.12 The solution should have the ability to monitor ‘end–to end’ controls environment for specific
business processes.
3.13 Ability to support audit log report that uses the underlying time dependency to display all
changes made to specific control or process over time.
3.14 When control violation occurs, system should allow both - generate a case automatically and
allow manual case generation.
4 Development and Customization
4.1 The ERP solution should have Provision for customization of screens and report
4.2 The ERP solution should have flexibility for integration with other ERP System/Other Systems.
4.3 The ERP solution should support RFID, GPS.

5 5.1 Email alerts & Notifications
20.6.2. DESIGN & DEVELOPMENT OF PROJECT PLAN
The detailed project plan of the implementation is to be prepared at the commencement of the project. The
implementation of “SAP Business One” will require a strong program management activity for implementing
the software application. This will ensure complete acceptability of the solution within the organization.
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Program management services shall aim at improving the business processes, leveraging SAP Technology, and
incorporating the best-of-breed industry practices to maximize opportunities for CRWC’s business operations
and at the same time addressing growth and development of the employees.
This would involve preparation of detailed implementation plan covering the complete lifecycle of the project,
carrying out complete Project Management activities as per standard norms & practices and deployment of
required resources on-site at the project location(s) and off-site.
20.6.3. DEVELOP DETAILED SCOPE OF FUNCTIONALITIES TO BE IMPLEMENTED
The detailed scope of the business processes to be implemented shall be finalized by SUPPLY &
IMPLEMENTATION AGENCY (SIA) in association with the project team members from CRWC.
The detailed functional Requirement study, System Requirements Study and System Design, which involves the
following activities: -
 Understanding of CRWC’s existing business processes and requirements in detail for the proposed ERP
solutions and planning for future requirements through detailed As-Is, To-Be study and Gap Analysis.
 Design of improved, streamlined, standardized, more efficient processes through Business Process Re-
engineering (BPR) based on industry best practices and meeting the CRWC requirements.
20.6.4. DEPLOYMENT OF MANPOWER
The Supply & Implementation Agency (SIA) shall ensure deployment of sufficient specialized and experienced
manpower throughout the project to complete the implementation & stabilization of the SAP Business One
Software successfully in a timely fashion, without any additional cost.
The bidder shall deploy a dedicated team experienced in installation, configuration, customization, integration,
testing, implementation and deployment of the proposed ERP system. CRWC would like to implement SAP
Business One ERP functionalities as far as possible and adopt standard business processes offered by the ERP
system. Therefore, preferably, minimal changes should be made to the ERP modules. This is important to
ensure that future upgrades, enhancements and bug fixes are not impacted. Bidder will be required to use
best judgement while proposing any customization requirements. If any functionality can be met through the
standard solution provided by the SAP, same should be adopted unless it is technically required to customize
and there is no better solution.
The bidder shall supply and install the SAP Software, including any third-party built-on application, database
and all the related software, integration tool and requisite licenses for ERP.
20.6.5. PREPARATION OF DESIGN
The Supply & Implementation Agency (SIA) shall do a Business Process Reengineering (BPR) and design the
relevant business processes with all details. The process shall include the following steps: -
 ‘AS-IS’ process mapping to activity/ task level and current state analysis to identify areas of
improvement and opportunities for standardization.
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 Review the ‘AS-IS’ processes and define the ‘TO-BE’ processes that are based on business
requirements, ‘GAP Analysis’ and ERP enabled “best practices and processes.
 Designing of the specific screens and data formats along with the process and method for entering the
details.
 BPR deliverables.
20.6.6. REALIZATION- CONFIGURATION, CUSTOMIZATION, DEVELOPMENT
Based on the approved Business Design Document or the Business Blue Print, the selected bidder will be
responsible for following activities: -
 Prepare and submit different details of master data

 Configuring & Customizing the SAP Business One according to the processes/approved business
requirement. The key requirement will be identification of the processes to be configured and the
processes to be customized. After completion of configuration / customization of the ERP solution, the
successful bidder/contractor shall carry out a trial run with CRWC data and demonstrate the processes
to the user team. The successful bidder/ contractor will also identify/ configure the users of the
system, the activities being carried out by them and the necessary authorization/ limit to access, etc.
Some of the other key activities, but not limited to, will be as given below: -
o Integration of the detailed design across modules
o Testing of configuration of Modules
 Configuration: In order to minimize upgrade costs, CRWC would like to use standard features of the
ERP Solution and the successful bidder/contractor is expected to make the necessary “Configuration”
entries in the ERP Solution to achieve the business needs. The configuration includes small routines
using User exits and developing screen variants as needed by the business by setting fields attributes -
to hide, display and make them mandatory fields, etc.
 Customization: CRWC intends to implement standard ERP Solution functionality as far as practically
possible and to adopt the business processes of the standard ERP Solution and the leading practices
available in the offered solution. However, the successful bidder/contractor is required to undertake
customization that may be needed in line with the changed, improved or specific business processes
requirement prepared during Business Blue Printing phase of the implementation.
 Testing of configuration of Modules
 Identification of the fields that need to be captured for the design proposed by SUPPLY &
IMPLEMENTATION AGENCY (SIA) shall be realistic, simple & flexible enough to take care of future
changes in the organizational structure and easy maintainability.
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20.6.7. INTEGRATION MANAGEMENT AND TESTING
 Identify integration / interface requirements between ERP and non-ERP systems based on
requirements.
 Integration management and testing should be as per the standard practices. This shall include
development of exhaustive test scenarios, carrying out the integration tests on these scenarios and
necessary corrections based on test results and the feedback. SUPPLY & IMPLEMENTATION AGENCY
(SIA) shall be responsible for completing the integration tests with the desired quality and schedule.
CRWC shall provide support to SUPPLY & IMPLEMENTATION AGENCY (SIA) in this connection.
 CRWC and SUPPLY & IMPLEMENTATION AGENCY (SIA) project team shall jointly envisage scenarios for
testing and developing test scripts. CRWC will also make available live data for the purposes of testing
wherever required. CRWC and SUPPLY & IMPLEMENTATION AGENCY (SIA) shall extensively participate
in the module and integration testing. SUPPLY & IMPLEMENTATION AGENCY (SIA) shall be responsible
for the documentation of integration process & test results. The data conversion testing shall also be
done in similar manner to ensure that, after the loading of final data, the system remains stable.
20.6.8. FINAL PREPARATION/TRANSITION ACTIVITIES BEFORE GO-LIVE INCLUDING DATA MIGRATION
The selected bidder has to evolve & detail a comprehensive cut over strategy including initial data take on,
sequence of data takes on, set up of support helpdesk, helpdesk procedure to minimize business impact of cut
over activities. The cutover strategy needs to detail the sequence of activities, schedule for the activities/tasks,
data conversion and the data migrations of the necessary balances and open items before Go-Live. The key
requirements of cut over plan are as follows:
 It should detail the data migration strategy mentioning the nature and the specified
forms/formats/templates to capture the data.
 It should detail the strategy of handling data elements and open items used for planning cut over
before Go-Live.
 It should describe the various pre-requisites and assumptions used for each of the data elements
before uploading in the live system.
 The SUPPLY & IMPLEMENTATION AGENCY (SIA) shall define all specifications that are needed to
populate the data into the SAP Business One Software.
 CRWC shall only rationalize and validate the data with SIA’s assistance.
 It should detail the various business decisions to be taken collaboratively by CRWC management and
successful bidder/contractor for finalizing the cut over strategy and dates including black out period
(period when the legacy and future system is not available for normal business operation).
 Subsequent to “system acceptance” sign off by CRWC, ERP system will be considered ready for Go-
Live.
 Data Migration will be at Supply & Implementation Agency (SIA) cost.
 Data Migration of Outstanding Debtors & Creditors, date wise & year wise.
 Data Migration of cargo handled, terminal wise.
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20.6.9. MASTER DATA MANAGEMENT SERVICES
This would cover the Master Records for Material Inventory items, Machines (Functional hierarchy of the
Machines and their relation to Fixed assets covering thermal and Hydel plants), Employee Master record
details etc., which shall include, but not be limited to, the following: -
 Preparation of Codification/Identification logic centrally for CRWC.

 Finalization of item descriptions (Nouns, Attributes, etc.) and preparation of Templates for data
collection
 Collection of Data (Either through legacy systems, Manual systems, Physical verification of items etc.).
 Formatting data into templates
 De-duping of the records
 Assist CRWC in developing the required organization structure for Master Data Management and
operationalizing the same for successful and efficient Master Data Management.
 Assist CRWC team in Master Data Management activities.
20.6.10. MIGRATION OF ALL MASTER DATA INTO THE SAP SYSTEM
Data migration will include identification of data migration requirements, collection and migration of user
data, master data, opening balances data. All data will have to be got verified and confirmed from CRWC
before migration.
 Design detailed data collection, data migration and acceptance strategy, methodology and plan for
master data and transaction data.
 Preparation of data collection forms/ formats/ templates for master and transaction data and
providing the templates to CRWC for data collection.
 Identification and development of the data upload / download programs or deployment of specific
data migration tools
 Data migrated will be rationalized, transformed and reconciled
 Risk Identification and Mitigation Plan for Data Migration.
 Mapping of the data.
 Identifying the data gaps.
 Perform data cleansing for incorrect/ incomplete data.
 Training to CRWC team in data collection, data entry, verification and data migration process.
 Preparation of necessary system driven activities (e.g., scripts) for data verification activity to ensure
data sanctity.
 Preparation of migration scripts and migrate data through system driven process from CRWC (Excel
files) and filled up data templates provided by CRWC into the ERP system.
 Extraction and Loading of the data.
 Checking data quality and Integrity
 Listing of errors during data migration.
 Corrections of the migrated data during Data Quality Assessment and Review.
 Final porting of the data into the ERP system.
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 All the legacy data will need to be migrated as per the following requirement: -
o Standing or master data such as vendors/suppliers, customers, all employees, organization
structure, material, work breakdown structures, plants, equipment, work specification, cost
data, etc.
o Opening and closing balances.
o All asset records since the date of capitalization.
20.6.11. UAT (USER ACCEPTANCE TESTING) BEFORE GO-LIVE
 The primary goal of Acceptance Testing and Certification is to ensure that the Project (including all the
project components as discussed in the scope of work) meets the requirements, standards,
specifications and performance detailed in this Tender document, Following is the indicative list or
broad area which will be covered in the acceptance testing: -
o Design and Architecture Review,
o Vulnerability Assessment and Penetration Testing,
o Availability, Performance, and Security of the project services within the defined locations,
o Functional and system Requirements adherence review,
o Project Documentation (Requirements, design, development, configuration, training and
administration manuals, etc.)
20.6.12. GO-LIVE OF THE SYSTEM
 System will be considered as “Go-Live” only when CRWC can carry out all the normal business
transactions in the production environment with all modules proposed by the successful bidder. Some
of the activities which need to be carried out before Go-Live are as follows: -
o Authorization Matrix / User Roles & Responsibilities is to be completed, got approved from
CRWC and to be configured in the solution.
o Ensure all trainings have been conducted satisfactorily (Functional training, Technical training
and end-user training).
o Review the usage and performance of the system till it stabilizes
o Pre-Go-Live checks are done
o All User blueprint and customize documents are to be completed and got approved from
CRWC.
o System configuration and other technical manuals are to be completed and got approved from
CRWC.
o User support / Help Desk structure and process is to be established after due approval from
CRWC and is to be sufficiently manned and made operational.
o Bidder/Contractor shall submit the standard parameters for auditing and quality control of the
ERP system and demonstrate their effectiveness to the Quality review group.
o Completion of Pre-Go-Live audit process by an alternate team of the ERP OEM including
compliances by the project implementation team of the bidder.
o Switching over to Production Environment
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20.6.13. TECHNICAL SUPPORT DURING STABILIZATION PERIOD
 Post Go-Live Stabilization Support
SUPPLY & IMPLEMENTATION AGENCY (SIA) shall be responsible for Project implementation and
correct & satisfactory functioning of the system. SUPPLY & IMPLEMENTATION AGENCY (SIA) shall
provide Post Go-Live Stabilization support to CRWC to ensure the efficient day-to-day functioning of
the ERP system for a period of 6 months from the date of Go-Live at all the locations of CRWC (i.e. 1
headquarters and 21 warehouses).
The SUPPLY & IMPLEMENTATION AGENCY (SIA) is required to undertake the following activities: -
o Formulation of all policies and procedures related to System Administration, Data Base
Management, applications, archives, security, back up etc.
o Prepare requisite system landscape and procedures for smoothly implementing the solution.
o SUPPLY & IMPLEMENTATION AGENCY (SIA) shall assist the CRWC team to perform all
authorization-related activities (activity group,
o authorizations, profiles, etc. till the implementation stabilizes.
o Performing client installation/Re-installation
o Performing vendor/OEM interaction for receiving application related issues
o Performing maintenance tuning of applications
o Performing Access Management
o Performing periodic reviews of access and take corrective actions in consent with CRWC
o Performing patch updates and software updates for in scope application.
o Resolving issues related to report generation, report creation, report customization, change
o request, incorporating any change in India specific taxation rules etc.
o Resolving Data migration related issues
o Performing any other day to day administration and support activities etc. which are not
o Specifically mentioned in the TENDER. However, which may be required for proper functioning
of the overall solution.
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20.6.14. CAPACITY BUILDING & TRAINING
• Overview Training: -
The Supply & Implementation Agency (SIA) will provide a SAP product overview training to CRWC’s
key stakeholders such as Sr. Management, Functional Teams, and IT Team as per the TENDER at
corporate office, New Delhi, to familiarize them on product modules, functionalities, nomenclature,
etc. The exact schedule of such training shall be decided by CRWC in consultation with the selected
bidder based on the plan submitted by the selected bidder.
 Process Improvement
Process Improvement will be done to enable CRWC to adopt some of the best practices embedded in
the SAP Business One system. The areas that can bring maximum benefits will be identified by SUPPLY
& IMPLEMENTATION AGENCY (SIA) in close co-ordination with CRWC process owners. The consulting
SUPPLY & IMPLEMENTATION AGENCY (SIA) team needs to work closely with the user team to translate
this into a set of processes that can be implemented in ERP. In order to do this, SUPPLY &
IMPLEMENTATION AGENCY (SIA) will also bring in knowledge of the best practices adopted by other
organization to the CRWC implementation.
 Knowledge Transfer & Sharing
CRWC believes that it needs to build in-house skills in SAP Business One implementation that will
enable CRWC to reduce the dependency on external skills. The implementation approach followed by
SUPPLY & IMPLEMENTATION AGENCY (SIA) has to be such that it ensures that there is significant
knowledge transfer from consulting team to the CRWC Core Team during the course of
implementation. This coupled with the emphasis on the product and implementation training offered
to user teams before starting the project ensures that the required platform for knowledge transfer is
established. A well-designed training strategy is vital for development of competency that would
enable CRWC’s core project team to steer the implementation program throughout the organization.
SUPPLY & IMPLEMENTATION AGENCY (SIA) shall therefore prepare a plan for suitable training needs of
CRWC’s project core team members that would help them understand the system in detail and
subsequently undertake the implementation.
 Documentation
SUPPLY & IMPLEMENTATION AGENCY (SIA) shall prepare and submit complete documentation in MS-
WORD format, screen recording videos and other required formats of all the reports, documents,
configuration settings, other activities, steps / stages involved in the implementation. SUPPLY &
IMPLEMENTATION AGENCY (SIA) in close coordination with CRWC core team shall prepare the
business process document, end-user manuals and training documents in the jointly agreed templates.
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Three (3) sets of hard copies along with one (1) set of softcopy in CD/DVD of each of the finalized
documents shall be submitted to CRWC.
 Sign-Off & Closure
CRWC recognizes the importance of an expeditious sign off and closure of agreed deliverables and
CRWC Team will expedite the process of sign off and closure. However, SUPPLY & IMPLEMENTATION
AGENCY (SIA) shall facilitate such acceptance/sign off from the Management/Process owners for all
the deliverables mentioned above by way of preparing / producing such documentation / review
reports / test results etc. as may be necessary for CRWC to ascertain that the prerequisites to subject
sign off and closure have been met completely in accordance with the Contract Document.
 Organization Change Management
The purpose of Organization Change Management is to ensure that CRWC achieves the expected
results from its investment in ERP technology in a short span of time. As part of this service, SUPPLY &
IMPLEMENTATION AGENCY (SIA) will work closely with CRWC core team in introducing the change-
processes, stressing the importance of organizational alignment, and introducing the necessary tools
and techniques needed to address issues in the Organization.
 Project Management Guidelines
 The project will be governed by a Steering Committee that consists of members appointed by
CRWC, member(s) of SUPPLY & IMPLEMENTATION AGENCY (SIA) and Quality Review group. CRWC
will approve the constitution of Steering Committee at the commencement of the project.
 SUPPLY & IMPLEMENTATION AGENCY (SIA) shall be responsible for “go-live” as per the agreed
schedule and output from the deliverables in each Phase.
 CRWC shall appoint a Project Management team (PMT) who shall co-manage the project together
with the Project Manager appointed by SUPPLY & IMPLEMENTATION AGENCY (SIA) and drive the
project to successful completion.
 SP, in coordination with CRWC’s PMT, shall execute the detailed design/configuration/testing and
all other aspects of implementation.
 Deployment of resources by SUPPLY & IMPLEMENTATION AGENCY (SIA) in the project is subject to
acceptance of the quality of such resources by CRWC. For any replacement / addition of resources,
SUPPLY & IMPLEMENTATION AGENCY (SIA) shall give four weeks advance notice to CRWC. Further,
during the course of the project, if CRWC finds any resource unsuitable, they shall have the right to
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de-list the resource from the project after due deliberations with SUPPLY & IMPLEMENTATION
AGENCY (SIA) immediately and providing one-month time for appropriate replacements.
 All the deliverables of SUPPLY & IMPLEMENTATION AGENCY (SIA) will be subjected to quality
review under Solution Assurance by Quality Review group.
 The successful bidder must ensure phase wise implementation of ERP system at different project
locations as defined in the Tender and as per the approved Project Charter.
 The successful bidder shall adhere to roles and responsibilities as defined in the Tender and as per
the approved Project Charter but not limited to with respect to design,
development/customization, implementation as well as operations and maintenance of ERP
system across CRWC Corporate office and 21 locations of CRWC as per the tender document.
20.6.15. OPERATION AND MAINTENANCE
In addition to the above, SUPPLY & IMPLEMENTATION AGENCY (SIA) is required to provide Annual
Maintenance Contract (AMC) Support to CRWC. During this period, SUPPLY & IMPLEMENTATION AGENCY (SIA)
shall ensure trouble free running of the total system.
For smooth running of the system & day-to-day functioning it is of paramount importance that adequate
transfer of knowledge to the core team members of CRWC takes place. Towards this, the SUPPLY &
IMPLEMENTATION AGENCY (SIA) should mentor CRWC core team members who will be responsible for doing
any configuration change independently. SUPPLY & IMPLEMENTATION AGENCY (SIA) needs to take the
responsibility of creating post-go-live support strategy. The objective of this exercise is to ensure that CRWC
builds in-house competencies to maintain the ERP solution in the long term without dependency on external
consultants.
 During the O&M period, required number of functional & technical resources shall be deployed by
successful bidder at its premises to ensure smooth and trouble-free operation of complete ERP
Solution. The bidder has to propose the required number of resources for O&M and submit the details
in its bid.
 Further, it will be the responsibility of the successful bidder to deploy adequate manpower during the
O&M period to ensure the smooth & trouble-free operation of ERP solution.
 The various activities to be performed by the Supply & Implementation Agency (SIA) during this phase
are mentioned as below but are not limited to:
o The Supply & Implementation Agency (SIA) will be required to regularly update, operate and
maintain the complete end-to-end solution after Successful implementation during the contract
period.
o The SUPPLY & IMPLEMENTATION AGENCY (SIA) will be required to provide the Technical Support
for the applications not limited to:
 Resolution of any bugs & issues including bug fixing, improvements in presentation and/or
functionality.
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 Provide the latest updates, patches / fixes, version upgrades relevant to the solution.
 Software version control and software documentation management reflecting features
and functionality of the solution.
 Installation of the necessary patches and application upgrades.
o To look after the framework database and data security related matters and to maintain security
features.
o The SUPPLY & IMPLEMENTATION AGENCY (SIA) should ensure to deploy requisite resources
onsite/offsite that will be responsible for regular updation operating & maintaining of SAP
Business One Solution.
o The SUPPLY & IMPLEMENTATION AGENCY (SIA) has to ensure high availability of the system.
 The systems and applications should be highly accessible and available through various
devices across multiple locations.
 Standard OEM recommended technologies and configurations shall be used for seamless
failover between redundant (high available) components.
 Solution should have protection and capability to recover against cyber threats such as
unauthorized access, bad inputs, denial of service (DoS), SQL injections, HANA, buffer
overflow etc.
20.6.16. CLOUD HOSTING INFRASTRUCTURE
The responsibility of hosting of SAP Business One solution will be that of the SIA.
 SUPPLY & IMPLEMENTATION AGENCY (SIA) needs to provide the server configuration, requirement of
servers, deployment architecture, backup etc. The overall responsibility of managing the cloud hosting
of the solution will lie with the SAP Business One Solution Provider.
 SUPPLY & IMPLEMENTATION AGENCY (SIA) needs to take care of all configuration & set up of the
environment for cloud hosting the solution.
 The cloud service provider should be empaneled with Ministry of Electronic & Information
Technology, Govt. of India.
 No upfront investment on Hardware and/or software
 Secure encryption e.g. SSL encryption during data transmission/Network security.
 Closely monitored security with regular security patches.
 Multi redundant Bandwidth Network.
 Scalable bandwidth on demand.
 Complete power redundancy
 SUPPLY & IMPLEMENTATION AGENCY (SIA) shall perform a detailed assessment of SAP Business One
Solution requirements discussed in the tender, the number of locations, users, transaction volumes
and assess the Infrastructure requirements for operationalization of the SAP Business One Solution
and to provide the services in conformance with the SLA. While assessing requirement of the IT
infrastructure on cloud for SAP Business One Solution, SUPPLY & IMPLEMENTATION AGENCY (SIA) shall
ensure that the proposed infrastructure supports the necessary performance requirements.
 the SUPPLY & IMPLEMENTATION AGENCY (SIA) is required to perform necessary sizing of IT
infrastructure on cloud for implementation of SAP Business One Solution and to maintain the
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performance of the systems in line with the SLAs provided in the tender. However, the system
proposed by bidders shall ensure scalability and performance requirements.
 The SAP Business One Solution should have appropriate servers in high availability mode with load
balancer beside security features such as firewall, IPS, SSL, Anti malware, encryption etc. The
configuration of IT infrastructure should be commensurate with warehouses and users.
 During the entire duration of the project, if the performance of the system is affected on account of
the hardware limitations on cloud , due to the rapid growth in the transaction volumes , the SUPPLY &
IMPLEMENTATION AGENCY (SIA) is required to update , upgrade & augment the infrastructure on
cloud at no additional cost to CRWC (For e.g. Additional servers, storage space etc.) during entire
project period.
 The SUPPLY & IMPLEMENTATION AGENCY (SIA) shall be responsible for installation, configuration,
commissioning and subsequent maintaining of entire IT infrastructure provided on cloud for SAP
Business One Solution.
 The system should be proposed considering increase in number of users, transactions volume and
accessibility of solution from newly added warehouses in future etc.
 The bidder will submit the details on bandwidth required for smooth access/use of the SAP Business
One ERP.
20.6.17. HELPDESK
 The Supply & Implementation Agency (SIA) shall establish and provide central helpdesk facility from
CRWC Corporate Office in New Delhi.
 The Supply & Implementation Agency (SIA) is expected to setup and operate the IT Helpdesk during
the period after go-live and till the contract period.
 The following is the hours of operation of the Helpdesk:
Operating hours Days of the week
9.30 am - 6 pm  Mon-Sat (excluding national public holidays and all second Saturday)
 Any other date and time as requested by CRWC
 The Helpdesk service will serve as a single point of contact for SAP Business One solution rated
incidents and service requests. The Helpdesk shall provide Troubleshooting Services include
maintenance for overall system stabilization, defect resolution, solution maintenance, system
administration, availability & performance issues, security administration, database administration,
Data archival administration, User administration and end-user problem resolution. The operational
support will have to be provided, through a suitable Helpdesk system, to ensure that the solution is
functioning as intended and that all problems associated with operation are resolved satisfactorily.
 The Helpdesk service is required in the two languages – English and Hindi.
 Supply & Implementation Agency (SIA) is required to provide necessary channels for reporting
issues to the help desk. The incident reporting channels could be the following:
o Specific E-Mail account
o Seating arrangement and electricity will be provided by CRWC free of cost to SIA. SIA needs to
provision for any other hardware / software required for the same.
o Portal – A web-based functionality for service desk tool for registering the calls
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 CRWC requires the Supply & Implementation Agency (SIA) to provide Help Desk services to track and
route requests for service and to assist end users in answering questions and resolving problems
related SAP Business One Solution.
 Creation of knowledge base on frequently asked questions to assist user in resolving basic issues
themselves.
 Services in this area include, but are not limited to, the following:
i. Logging all the calls, classifying the calls and render first level support
ii. Assigning the call for appropriate action, within the stipulated time.
iii. Tracking the call till closure and ensure SLA adherence.
iv. Generate reports on a daily, weekly and monthly basis. Generate exception reports.
v. Provide the need-based ad-hoc reports.
vi. Interact with CRWC and CRWC vendors
vii. Ensure adherence to escalation processes.
 SIA need to provide the following number of resources as Helpdesk agents:
Number of resources Duration
2 Resources One Year From the date of Go-Live.
1 Resource Post First Year from the date of Go-Live till remaining duration of
contract.
 The SIA will also submit an escalation matrix to CRWC on the procedure for resolution of different
types of issues/error/bugs and implement the same.
 The helpdesk agents deployed by the SIA should have the following minimum criteria:
Name Job description Skill set
Helpdesk Agents Providing assistance to callers  Graduate in any discipline

and assist in trouble shooting  Good knowledge of
computer (MS Office,
Word, Excel and Power
Point)
 Good communication
skills (oral as well as
written)
 Fluent with English and

Hindi.
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21. CHANGE REQUEST

 New requirement post go live of the project may be treated as change request.
 Bidder/SUPPLY & IMPLEMENTATION AGENCY (SIA) should study the existing processes of CRWC
and accordingly prepare the Blueprint document. In case there is a related requirement arising
during the implementation/UAT phase, SUPPLY & IMPLEMENTATION AGENCY (SIA) needs to study
the requirement in details and implement the same without any additional cost. It will not be
considered as change request.
 In case SUPPLY & IMPLEMENTATION AGENCY (SIA) finds new requirement, SUPPLY &
IMPLEMENTATION AGENCY (SIA) need to submit the change request with proper justification,
impact analysis, costing etc.
 In case of any change request raised by the vendor, that will go through the authorized team
members. Authorized team members will review the CR and can approve or reject.
 Any requirement apart from the scope of tender, if proposed by the department/CRWC to
implement in the solution, the same shall be communicated to SUPPLY & IMPLEMENTATION
AGENCY (SIA) in writing. After assessment of the requirement impact in term of resource, cost,
duration, the request on approval can be given to the service provider for implementation.
 Existing defects in the system will not be treated as Change Request.
 Purchase of SAP Business One License: During the contract period, the SUPPLY &
IMPLEMENTATION AGENCY (SIA) shall also provide additional SAP Business One License not
specially provided for in this contract for which the remuneration/charges shall be payable at the
rates as may be settled by mutual negotiations. Accordingly, SAP Business One License AMC
Charges for new license will be added.
22. ROLE & RESPONSIBILITY
22.1. CRWC
 CRWC will identify an executive to act as Project coordinator and core team (from each
department) throughout the project. The project coordinator will monitor the project progress and
will be available with adequate powers to act as decision maker to avoid unnecessary and
unwarranted delays.
 Providing feedback, suggestions, approvals & Sign-off as per the defined timelines. Any
query/clarification requested for must be resolved within 2 business days else the delay in
response will impact the time and cost of the project.
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 The CRWC will provide a working environment and facilities adequate for the vendor team to
perform their assigned duties at or away from the customer site this includes adequate conference
rooms, work space access to the network at the CRWC site, to access the system.
 Interaction/official communication with the Supply & Implementation Agency (SIA)
 For data migration CRWC will provide the complete information about the existing database and
shall provide the legacy data in the form it is available in CRWC. CRWC shall cleanse, rationalize
and validate the data with Bidders assistance for migration. Data Entry, if required, shall be
CRWC’S responsibility and the same shall be done with the Bidder’s guidance and assistance using
the data entry programs/ applications/ tools developed and deployed by the selected bidder.
22.2. SUPPLY & IMPLEMENTATION AGENCY (SIA) /INTEGRATOR
 Supply of Licenses of SAP Business One.
 Configuration and Customization of the solution
 Implementation of the System/Solution
 Providing Training/Hand-holding to the department officials to operate the solution
 To provide “Operation & Maintenance” Support as per the contract.
 Support for any third-party applications
 Hosting infrastructure for the framework/Hardware and Network support
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SECTION-III
23. SERVICE LEVEL AGREEMENT (SLA) & PENALTIES
23.1. SERVICE LEVELS
23.1.1. PURPOSE OF THIS DOCUMENT
This section defines various Service Level Indicators which will be considered by CRWC for monitoring the
Service Levels of SIA. The Supply & Implementation Agency (SIA) has to comply with following Service Levels to
ensure adherence to project timelines, quality and availability of services.
Commencement of activities for SAP Business One and ongoing performance and service levels shall be as per
timelines and parameters stipulated by CRWC in this TENDER, failing which CRWC may, at its discretion,
impose Penalties on the Bidder as per the Service Level Agreement mentioned in this TENDER.
The purpose of this section is to clearly define the levels of service to be provided by SUPPLY &
IMPLEMENTATION AGENCY (SIA) to CRWC for the duration of this project or until this SLA has been amended.
The benefits of this SLA are to:
a. Trigger a process that applies SUPPLY & IMPLEMENTATION AGENCY (SIA) and CRWC management
attention to some aspect of performance only when that aspect drops below an agreed upon
threshold, or target.
b. Makes explicit the performance related expectations on performance required by CRWC
c. Assist CRWC to control levels and performance of services provided by SIA.
This SLA is between SUPPLY & IMPLEMENTATION AGENCY (SIA) and CRWC.
23.1.2. DESCRIPTION OF SERVICES PROVIDED

Supply & Implementation Agency (SIA) shall provide service as defined in this tender.
23.1.3. DURATION OF SLA

23.1.3.1. The service level monitoring would begin post go-live and penalties would be imposed, if any.
23.1.3.2. This SLA may be reviewed and revised according to the procedures detailed in the TENDER.
23.1.4. SLA SPECIFIC DEFINITIONS
Prime Business Hours (PBH) -PBH refers to the prime business period, which shall be from 9:30 hrs. till 18:00
hrs. on Monday to Saturday (excluding national public holidays, declared holidays and all second Saturday).
Extended SLA Hours (ESH) -ESH refers to the non-business period, which shall be:
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 From 18:00 hrs. till 9:30 hrs. on Monday to Saturday,

 From 00:00 hrs. to 23:59 hrs. on Sunday, National public holidays & all second Saturdays.
Downtime / Outages are the instance where users experience no response from the Application.
 The recording of downtime shall commence at the time of:
o Registering the call with SIA.
for any downtime situation for the application / hardware.
 Downtime shall end when the problem is rectified and the application/ service is available to the user.
 Down time will not be considered for the following:
– Pre-scheduled preventive maintenance and health checks (Scheduled Downtime).
– Failover time in case of cluster environment, beyond which the service would be considered to be
unavailable and appropriate penalty shall be imposed on the SIA.
– Failover time in case of SAN shifting, beyond which the service would be considered to be
unavailable and appropriate penalty shall be imposed on the SIA.
Planned outage / Scheduled down time:

a. The outage planned in advance for maintenance purpose.
b. SUPPLY & IMPLEMENTATION AGENCY (SIA) must notify CRWC via email of the upcoming
maintenance at least Three (3) business days prior to Scheduled Downtime.
c. It shall not be scheduled during prime business hours.
d. Any planned / scheduled downtime shall not be more than 12 hours else it shall be considered
unplanned outage and penalized accordingly.
e. The planned downtime would not be added to the SLA downtime unless it runs into prime
business hours of the following day.
f. Overall Planned downtime shall not be more than 48 hours in a Quarterly.
g. The downtime for scheduled maintenance would need to be mutually agreed between CRWC and
the SIA. To reduce this time, various maintenance activities can be clubbed together with proper
planning.
Unplanned outage/ Downtime is defined as an outage caused without prior notice where users experience no
response from an Application for whatsoever is the reason (within the scope of services of the SIA).
Contact for support /complaint will be by email or telephone. A Call will be logged by the SIA/user in the
System and an email/written response shall be provided to the system user about the resolution of the
problem.
Denial of service: For a given quarterly, if the total penalty amount is more than the amount due for that
quarterly, the same shall be considered as denial of service, and in such situation CRWC has the right to
terminate the contract besides any other action as per the provisions of the contract.
Uptime means, the aggregate number of hours in any specified time period during which application /
hardware, is actually available for use.
Uptime Calculation for the month:

{[(Uptime Hours + Scheduled Downtime) / Total No. of Hours in the time period] x 100}
Incident refers to any event / abnormalities in the functioning of the application / hardware that may lead to
disruption in normal operations of SAP Business One.
Helpdesk Support shall mean the Prime Business Hour centre which shall handle Fault reporting, Trouble
Ticketing and related enquiries during this Project.
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Resolution Time shall mean the time taken (after the incident has been reported at the helpdesk), in resolving
(diagnosing, troubleshooting and fixing) which may include escalations to the second level or to respective
OEMs., The resolution time shall vary based on the severity of the incident reported at the help desk.
23.1.5. SERVICE LEVEL AGREEMENT & TARGETS
This section is agreed to by CRWC and SIA as the key SIA performance indicator for this engagement. It reflects
the measurements to be used to track and report systems performance on a regular basis. The targets shown
in the following sub-sections are for the period of contact or its revision whichever is later.
23.1.5.1. TIMELY DELIVERY
Definition and Timely delivery of all documents that are to be submitted as part of the SAP
Description BUSINESS ONE Project deliverables. The deliverables are already listed in the Tender.
Service Level All the deliverables defined in this tender have to be submitted on-time.
Requirement  If any delay occurs, CRWC will have the right to decide if the reason for delay
was beyond the control of the SIA and in such a case penalty will not be levied
for that period.
 If any deliverable is delayed because of its dependency on earlier deliverable
(which was also delayed), then CRWC will have the authority to decide the
time for which the penalty should be relaxed / levied.
 This tender specifies the timelines for submission of FINAL version of the
deliverables (i.e. after review by CRWC). SIA is expected to make adequate
provision for review process and shall submit the draft version of the
deliverable much before the timeline.
 CRWC will review and may provide comments to SIA on the deliverables
normally within 10 working days of the submission of deliverables.
Measurement of To be measured in Number of weeks of delay from the date of submission as defined
Service Level in workplan submitted by the bidder (and this workplan has to be in line with the
Parameter timelines of CRWC).
Penalty for non- Delay would attract a penalty per week as per the following –
achievement of 1. For Documents = 1 X Per week Penalty
SLA Requirement
The Penalty per week is INR 5,000 (Rupees five thousand).
The total penalty would be generated by the summation of the above.
23.1.5.2. APPLICATION AVAILABILITY (APPLICABLE ON QUARTERLY BASIS)
Definition and Application availability refers to the total time when the Application is available to the
Description users for performing all activities and tasks. The Application shall be made accessible
24x7x365 days for the usage by its stakeholders.
Service Level The average availability of the application during PBH shall be at least 99.5% in a
Requirement Quarter.
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The average availability of the application during ESH shall be at least 97% in a Quarter.
Measurement of Uptime = [(Total Availability of the Application in a quarter during PBH/ESH)/ (Total
Service Level Time in a quarter in PBH/ESH)] *100
Parameter
Any planned application downtime shall NOT be included in the calculation of
application availability.
Penalty for non- If the SIA is not able to meet the above defined service level requirement, then any
achievement of deviation from the same would attract a penalty as per the following –
SLA Requirement
Application Availability >= 98 % to < >= 95% to < 98% >= 90% to < 95%
during PBH 99.5%
(Quarterly average)
Penalty 1.0 % of 2 % of Quarterly 4 % of Quarterly
Quarterly payments of payments of
payments of Operations & Operations &
Operations & Maintenance Maintenance
Maintenance Charges Charges
Charges excluding SAB excluding SAB
excluding SAB Business One Business One
Business One AMC Charges AMC Charges
AMC Charges
Application Availability >= 90 % to < >= 85% to < 90% >= 80% to < 85%
during ESH 95%
(Quarterly average)
Penalty 0.5 % of 1.0 % of 2 % of Quarterly
Quarterly Quarterly payments of
payments of payments of Operations &
Operations & Operations & Maintenance
Maintenance Maintenance Charges
Charges Charges excluding SAB
excluding SAB excluding SAB Business One
Business One Business One AMC Charges
AMC Charges AMC Charges
If the application is consistently below 95% during PBH or below 85% during ESH
continuously for two or more quarter duration, then CRWC may consider withdrawing
the Work Order with the SIA.
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23.1.5.3. SECURITY & INCIDENT MANAGEMENT SLA
Definition and Security being one of the most important aspects of SAP Business One solution would
Description be governed by stringent standards. All security incidents leading to disruption in
network availability would be penalized heavily. Security incidents could consist of any
of the following:
Malware Attack –
This shall include Malicious code infection of any of the servers in use for CRWC – SAP
Business One or Unchecked malware infected mails passing through the Messaging
solution.
Denial of Service Attack

This shall include non-availability of service (Internet bandwidth, messaging service
and other web services due attacks that consumes related resources). The SIA shall be
responsible for monitoring, detecting and resolving all Denial of Service (Dos).
Intrusion
Successful Unauthorized access to CRWC information system, resulting in loss of
confidentiality/Integrity/availability of data. The SIA shall be responsible for
monitoring, detecting and resolving all security related intrusions on the network using
an Intrusion Prevention device.
Service Level  Any Denial of service attack shall not lead to complete service non availability.
Requirement  Desired service level shall not allow even a single web defacement, data theft and
Intrusion. Each occurrence of these three types of security violation shall lead to
appropriate penalties as mentioned below.
Measurement of The network shall be monitored for:
Service Level
Parameter Malware Attack
Any malware infection and passing of malicious code through messaging solution shall
be monitored at the gateway level or user complaints of malware infection shall be
logged at the help desk system and collated every quarterly. Logs will be monitored
every quarterly.
Denial of Service Attack

Non availability of any services shall be analyzed and forensic evidence shall be
examined to check whether it was due to external DoS attack.
Security
The SIA will be responsible to install and maintain security components at DC and
project locations as per the requirements of the tender.
Intrusion
Compromise of any kind of data hosted by CRWC.
Note: Forensic evidence shall be analyzed for all incidents.
।P a g e | 67
Penalty for non- If the SIA is not able to meet the above defined service level requirement, then any
achievement of deviation from the same would attract a penalty as per the following –
SLA Requirement
Security Incident
Security Incident (Malware Attack/ INR 1,00,000 (Rupees one lakh)

Denial of Service Attack/ Data Theft/ per incident
Loss of data/ Intrusion or Defacement)
23.1.5.4. HELPDESK RESOLUTION TIME
Definition and Time in which a complaint / query is resolved after it has been reported by CRWC to
Description the helpdesk team of the SIA.
Service Level The helpdesk agents are required to be available physically only during PBH.
Requirement Any query after being given a response shall be classified for resolution in following
four categories.
Resolution Level 1 (R1): Queries regarding issues which have the greatest business
impact wherein the user is not able to perform his/her regular work. For example,
unable to login to the system due to errors in software, critical module not working
etc.
Resolution Level 2 (R2): Queries regarding issues which have medium business impact
wherein the user is partially able to perform his/her regular work. For example, user is
able to login and perform most of his normal work, but can’t approve a certain request
through system.
Resolution Level 3 (R3): Queries regarding issues which have the least/no business
impact involving cosmetic changes. For example, text alignment issues, change of
background color etc.
Resolution Level 4 (R4): Queries regarding enhancement requests. For example,

addition of new functionality etc. (CRWC will collate and review the enhancements
requests and initiate Change control process accordingly).
The SIA shall provide service as per the following standards –

Type of Maximum resolution Performance baseline
Query time allowed
R1 4 business hours All calls resolved within defined
timeline
R2 8 business hours At least 99.5% calls resolved within
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defined timeline
R3 16 business hours At least 98% calls resolved within
defined timeline
R4 To be calculated in
discussion with CRWC
on case by case basis.
Measurement of The service level would be defined in the number of business hours calculated from the
Service Level date of logging the call/raising the request with the SIA.
Parameter
The SIA shall provide help desk software / tools / mechanisms to measure the same.
The tool / mechanism shall be able to provide CRWC information about Help Desk
Resolution Time, and historical information of the same. After categorizing the
Response Type, this shall be appropriately entered into the Helpdesk Log.
Penalty for non- Delay of every Business Hour would attract a penalty per hour as per the following –
achievement of 1. For R1 = 5 X Per hour Penalty (The Penalty per hour is INR 200)
SLA Requirement 2. For R2 = 3 X Per hour Penalty (The Penalty per hour is INR 200)
3. For R3 = 1 X Per hour Penalty (The Penalty per hour is INR 200)
Note: after the lapse of the resolution time, the query / issue should be escalated as
per the escalation matrix submitted by the bidder.
Also, there will be penalty on the overall percentage of incident not closed within
stipulated time frame
1. For R1
Percentage of >= 99 % to < >= 98% to < 99% < 98%
incident closed 99.5%
within stipulated
time frame
2. For R2
Percentage of >= 98 % to < >= 96% to < 98% < 96%
incident closed 99.5%
within stipulated
time frame
।P a g e | 69

3. For R3
Percentage of >= 96 % to < 98% >= 94% to < 96% >= 92% to < 94%
incident closed
within stipulated
time frame
23.1.5.5. BACKUP AND ARCHIVAL MANAGEMENT
Definition and The System Integrator shall take backup as per the backup and archival
Description policy (to be finalized in discussion with CRWC).
Service Level The SIA shall take backup of data, and logs. Given below is indicative backup
Requirement and archival policy. The actual policy will be discussed and finalized in
discussion CRWC.
 Incremental backup – once every day in non-business hours

 Full back up shall be taken on specific media once in a week.
 Two (2) weeks data backup must be available at any time.
 Full data shall be archived once a month (Interval between two
archives not to exceed five weeks).
 Testing of the backup will be undertaken by SIA once every 1 month.
Measurement of SIA shall adhere the backup and archival schedule/frequency to at least 99%.
Service Level The parameter will be calculated on quarterly basis.
Parameter
Penalty for non- Data backup >= 98 % to < >= 96% to < >= 94% to <
achievement of 99% 98% 96%
SLA Requirement Penalty 0.25 % of 0.5 % of 1 % of
Quarterly Quarterly Quarterly
payments of payments of payments of
Operations & Operations & Operations &
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Maintenance Maintenance Maintenance

Charges Charges Charges
excluding SAB excluding SAB excluding SAB
Business One Business One Business One
AMC Charges AMC Charges AMC Charges
23.1.5.6. OTHERS
23.1.5.6.1. SLA ON ADDITIONAL SERVICES/ITEMS
Any additional equipment/service/items supplied by SIA-as per the SIA’s commercial proposal (on CRWC’s
request) shall also be governed by the terms and conditions set out in this agreement.
23.1.5.6.2. BREACH OF SLA
In case the SIA does not meet the service, levels mentioned in this tender, for two (2) continuous time-periods
(quarterly) as specified in the relevant clause, CRWC will treat it as a case of breach of Service Level Agreement
and CRWC may consider withdrawing the Work Order with the SIA.
23.1.5.6.3. EXCLUSIONS (FOR PENALTY CALCULATION)
The SIA will be exempted from any delays or slippages on SLA parameters arising out of following reasons: -
a. The non-compliance to the SLA other than for reasons beyond the control of the SIA. Any such
delays will be notified in writing to CRWC by SIA, will not be treated as breach of SLA from the SIA’s
point of view.
b. There is a force majeure event effecting the SLA which is beyond the control of the SIA.
23.1.5.6.4. SLA MONITORING AND AUDITING
CRWC will review the performance of SIA against the SLA parameters each quarterly, or at any periodicity
defined in this tender document.
The review / audit report will form basis of any action relating to imposing penalty or breach of terms and
conditions of work order/tender. Any such review /Audit can be scheduled or unscheduled. The results will be
shared with the SIA as soon as possible.
CWC reserves the right to appoint a third-party auditor to validate the SLA.
23.1.5.6.5. SLA MONITORING TOOL
The SIA shall provide adequate tools for capturing data required for measuring SLAs at no extra cost to CRWC.
The Tool shall be tested and certified for its accuracy, reliability and completeness by CRWC before it is
deployed by SIA.
The tools shall have the capability such that the CRWC representative can log in anytime, without the
involvement of SIA, to see the status.
।P a g e | 71
At the same time the SIA would provide online helpdesk for users to log the calls.
If the measurement tool and/or data equivalent to more than 5% of sample size is missing or unavailable for a
particular SLA metric or if the tool is found to be unreliable then the maximum penalty applicable against that
metric will be applicable.
23.1.5.6.6. REPORTING PROCEDURES
The SIA’s representative will prepare and distribute SLA performance reports in an agreed upon format by the
10th calendar day / next working day of subsequent quarter of the reporting period. Also, SIA would be
required to provide SLA performance report monthly for CRWC records.
The reports will include “actual versus target” SLA performance, a variance analysis and discussion of
appropriate issues or significant events. Performance reports will be distributed to CRWC.
23.1.5.6.7. MAXIMUM PENALTY TO SI FOR THE SLA
The maximum penalty at any point of time on an additive basis in any quarter shall not exceed 20% of
Quarterly payments due as per the Commercial Bid submitted by the SIA. This is applicable only for the
Operation and Maintenance phase. In case the penalty exceeds 20%, CRWC reserves the right to cancel the
bid.
23.1.5.6.8. ISSUE MANAGEMENT PROCEDURES
General
This process provides an appropriate management structure for the orderly consideration and resolution of
business and operational issues in the event that quick consensus is not reached between CRWC and SIA. It is
expected that this pre-defined process will only be used on an exception basis if issues are not resolved at
lower management levels.
i. Issue Management Process

a. Either CRWC or SIA may raise an issue by documenting the business or technical problem, which
presents a reasonably objective summary of both points of view and identifies specific points of
disagreement with possible solutions.
b. CRWC and the SIA’s representative will determine which committee or executive level shall
logically be involved in resolution.
c. A meeting or conference call will be conducted to resolve the issue in a timely manner. The
documented issues will be distributed to the participants at least 24 hours prior to the discussion if
the issue is not an emergency requiring immediate attention.
d. Management of CRWC and SIA will develop a temporary, if needed, and the permanent solution
for the problem at hand. The SIA will then communicate the resolution to all interested parties.
e. In the event a significant business issue is still unresolved, the arbitration procedures described in
the tender document will be used.
ii. Risk and Cost Factor
In the event of withdrawal of work order on the basis of non-performance by the SIA as per SLA, SIA will be
solely responsible for risk and cost factor thereon.
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24. PERIOD OF CONTRACT
The contract period for the work “Selection of Supply & Implementation Agency (SIA) for Supply,
Customization, Implementation and Hosting & Maintenance of SAP Business One Solution” will be for a
period given in Table2: Schedule from the date of award of work to the successful bidder and Central Railside
Warehouse Company Limited (CRWC), New Delhi – 110001 may at its sole discretion to extend/renew further
period of two years, if required, on the same rates and terms & conditions.
25. TIME FRAME FOR COMPLETION OF WORK
The implementation of SAP Business One Solution is envisaged to be completed in approximately 12 Months’
time including requirement gathering, BRD Preparation, Installation, Configuration, Customization, User
Acceptance testing, Roll-Out at all locations and Go-Live.
Sr. DESIRED
No. PHASE PHASE-WISE DELIVERABLE TIMELINES
(MONTHS, D=0)
Project Preparation Milestone – 1: Completion of Study/Finalization of
1 D + 2 Month
Phase the As-Is process & providing Licenses.
Milestone – 2: Finalization of the Business Blueprint
2 Project Blueprint Phase D + 4 Months
Document & Sign-Off
Milestone – 3: ERP Installation, Configuration &
D + 5 Months
Masters Upload
Milestone – 4: Demo at CRWC Corporate Office &
D + 7 Months
RWC Shakurbasti
Project Realization
3 Milestone – 5: Integration Acceptance Testing/UAT
Phase D + 11 Months
and End-User Training
Milestone – 6: Roll-Out & Go-Live T1= D + 12 Months
Milestone –7: Warranty/Defect Liability/ Stabilization
T2=T1 + 6 Months
period (6 months)
Operations & Milestone – 8: Operation and Maintenance of the
4 Maintenance/AMC entire solution. T2 + 42 Months
Phase
Note: D = Date of issue of Work Order
* The timeframe is indicative and may vary depending upon availability of information/approvals from
concern head.
Please note: -
 The bidders are requested to propose the timelines for the project keeping the above directives into
consideration.
 The schedule mentioned above is indicative and will be finalized by mutual agreement and discussion
between CRWC and the successful bidder.
।P a g e | 74
 Initially, Bidder will provide draft deliverable to CRWC for their review and feedback within stipulated
timelines.
 CRWC will provide feedback within the agreed timelines to make necessary changes, corrections, if
required. Bidder will be required to resubmit the revised document/deliverable.
 Feedback will be an interactive process.
26. PAYMENT SCHEDULE
26.1. IMPLEMENTATION PHASE
The payment will be done as per the schedule given below:
Sr. DELIVERABLE PAYMENT PERCENTAGE DOCUMENTS TO BE SUBMITTED BY

No. THE SIA
Supply of 1 professional, 22 -
Limited SAB Business One
100% payment for quantity
1 License & 1 HANA Engine after
of licenses on supply.
releasing of work order.
2 License & 1 HANA Engine during
of licenses on supply.
UAT/Training.
3 License & 2 HANA Engine during
of licenses on supply
Go-Live.
Finalization of the Business 20% of Implementation Business Blueprint Document

4 Blueprint Document & Sign-Off Cost
30% of Implementation UAT Certificate

5 UAT & End User Training
Cost
Complete Roll-Out 40% of Implementation Complete Roll Out Certificate
6
Cost
Warranty/Defect Liability/ 10% of Implementation -
7 Stabilization period (6 months) Cost
Note:
1. The SAP Business One Implementation cost is derived as Total Cost-(B) from Price/Financial Bid given in
Appendix-IV.
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26.2. OPERATION & MAINTENANCE/AMC PHASE
Sl. Operation & Quarterly Payment Documents required

No. Maintenance/AMC
1 During each year 3* Monthly Charges of Operation & Successful operation

Maintenance/AMC. during the said quarter
certified by CRWC.
(Hosting Charges will start after Go-Live of the
Project)
OTHER PAYMENT TERMS
 Any monetary figure in decimal shall be rounded off to the nearest INR.
 CRWC shall pay such amounts in Indian Rupees in the form of Cheque/on line/demand draft in favor of
party, payable quarterly after completion of the quarter, after deducting the penalty as per SLA given
in the tender, if applicable.
 TDS shall be deducted on all the payments made to the selected bidder on the rates as specified by
Govt. of India.
 Payment of taxes and other applicable Government levies will be made according to the rules and
regulations as existing on the date of the payment.
(Gautam Kumar Das)

Sr. Manager IT
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SECTION-IV
27. APPENDICES
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APPENDIX-I: FORMAT FOR NON-BLACKLISTING CERTIFICATE

(To be submitted signed and stamped by authorized person on the letter head of the bidder)
To
The Sr. Manager (IT)
Central Railside Warehouse Company Limited
New Delhi.
CERTIFICATE:
This is to certify that …………………………………………………………… (bidder) is/are not blacklisted by any

Central/ State Govt., PSU or local self Govt, department and autonomous body during the last five
(05) years from the date of tender. There is no pendency of any court case in respect of our
blacklisting and orders, if any passed.
(Sign & Stamp)
M/S __________________
______________________
______________________
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APPENDIX-II: FORMAT FOR TURNOVER CERTIFICATE
(To be submitted signed and stamped by authorized Charted Accountant on their letter head in respect of those
bidders who are not under statutory obligation to get their accounts audited)
To
(Bidder name and address) ____
______________________________
CERTIFICATE
This is to certify that annual turnover & net worth of ____________________________ (Bidder) during
three (03) financial years is as follows: -
S.N. Financial Year Annual Turnover Net worth

(In Rs. Lakh) (In Rs. Lakh)
01. 2016-17
02. 2017-18
03. 2018-19
(Sign & Stamp along with the

Membership number of the
Charted Accountant/firm)
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APPENDIX-III: TENDER SUBMISSION LETTER
From:
_______________________________
_______________________________
Tel. Phone Nos.………………………………….
FAX No……………………….…………..............
E-mail id……………….…………………………….
To
The Sr. Manager (IT),
CENTRAL RAILSIDE WAREHOUSE COMPANY LIMITED,
Ground Floor, Pragati Maidan Metro Station Building, New Delhi-110001.
Dear Sir,
1. I/we submit the Tender for Selection of Supply & Implementation Agency (SIA) for Supply,
Customization, Implementation and Hosting & Maintenance of SAP Business One Solution in CRWC.
2. I/we have thoroughly examined and understood instructions to Bidders, terms and conditions of
contract given in the invitation to Tender and those contained in the general conditions of contract
and its appendices and schedules and agree to abide by them. I/we offer to work at the Costs given in
the Price/Financial Bid (Appendix-IV).
3. I/we agree to keep the offer open for acceptance up to and inclusive of the date in section-I, Clause ‘K’ of
6. Notes/Instruction to Bidders, and to further extension of the said date by a fortnight at the discretion of
the Central Railside Warehouse Company Limited, Ground Floor, Pragati Maidan Metro Station Building,
New Delhi-110001. I/we shall be bound by communication of acceptance of the offer dispatched within
the time and I/we also agree that if the date up to which the offer would remain open, be declared a
holiday for the CRWC the offer will remain open for acceptance till the next working day.
4. Earnest Money of Rs. ----------------------has been deposited through e-payment mode on ……….......... In the
event of my/our Tender being accepted, I/we agree to furnish a Security Deposit as indicated in the Tender
terms.
5. I/we do hereby declare that entries made in the Tender which includes Sections and Appendices attached
therein are true and also that I/we shall be bound by the act of my/our duly constituted Attorney Shri
_____________________ ___________whose signature is appended hereto in the space specified for the
purpose and of any other person who in future, may be appointed by me/us instead of him to carry on the
business of the concerned, whether any intimation of such change is given to the CENTRAL RAILSIDE
WAREHOUSE COMPANY LIMITED, or not.
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Signature of Constituted Attorney
Yours faithfully,
(Signature of Bidder)
Capacity in which signed Dated: ____________

Name and Address of Attorney Signature of Witness with Date Name and Address of Witness.
।P a g e | 81
APPENDIX-IV: PRICE/FINANCIAL BID FOR SELECTION OF SUPPLY & IMPLEMENTATION AGENCY (SIA) FOR
SUPPLY, CUSTOMIZATION, IMPLEMENTATION AND HOSTING & MAINTENANCE OF SAP BUSINESS ONE
SOLUTION.
Total Cost
Item Description Qty Unit Rate in INR (in INR)
[Excl. of GST]
Professional 4
SAP Business One
License Limited 76
HANA Engine 4
Total Cost - (A)
Corporate Office
SAP Business One
+ 1
Implementation
21 Warehouse Locations
Total Cost - (B)
Monthly Recurring Cost (In INR)

OPERATION & MAINTENANCE/AMC
[Excl. of GST]
SAP Business One Hosting on Cloud Server with Backup--(C)
SAP Business One Maintenance & Support – (D)
1 professional, 22 Limited SAB Business One License AMC – (E)
2 professional, 32 Limited SAB Business One License AMC – (F)
1. Total Amount (Rs.) [Contract Value] = (A + B + C1 + D1 + E1+E2+F1), where

 “C1” is calculated as:
Quoted Monthly Hosting on Cloud Server with Backup Charges (C)* 48 Months (i.e. Contract
period of 5 years – 12 Months of “Go-Live”)
 “D1” is calculated as:
Quoted Monthly Maintenance & Support Charges(D)* 42 Months (i.e. Contract period of 5 years -
12 Months of “Go-Live” – 6 Months of Warranty/stabilization/Defect Liability Period).
 “E1” is calculated as:
Quoted 1 professional, 22 Limited SAB Business One License AMC (E) * 60 Months
 “E2” is calculated as:
Quoted 1 professional, 22 Limited SAB Business One License AMC (E) * 53 Months
 “F1” is calculated as:
 Quoted 2 professional, 32 Limited SAB Business One License AMC (F) * 49 Months
Please Note: -
1. The Cost of Maintenance & Support includes cost of establishing and providing central helpdesk facility
from CRWC Corporate Office in New Delhi.
।P a g e | 82
2. Bidders need to quote the prices inclusive of transportation, octroi, installation/material & labor
except GST which will be paid extra which are applicable as per GOI notification.
3. Commercial Bids that are less than 30% of the average bid price including all applicable taxes will be
disqualified. The average bid price is computed by adding Total Commercial bid including all applicable
taxes of ALL the qualified bidders and dividing the same by the number of bidders.
4. One Time cost components of price quoted for this proposal should not exceed 65% of Total cost (One
Time Cost + Recurring Cost) including taxes.
Total Cost (in INR)

S.N. Rate Contract [Excl. of GST]
1 Additional Resources Man-Day for changes in software
2 Additional Resources Man-Day for training/handholding of software.
3 Rollout at each warehouse for 15 days
Date -:
Place -: (Gautam Kumar Das)

Name of the Bidder/Vendor -: Sr. Manager IT
(Signature and seal of the bidder Or Authorized representative)
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APPENDIX-V: LIST OF ENCLOSURES (CHECKLIST)
SL. Criteria Supporting documents Compliance Page No.

No. (Yes / No)
1. Constitution of Firm Refer SECTION I – Eligibilty

Criteria, Clause 7.
2. Annual turnover in last three financial Copy of Audited Annual Financial

years (2018-19, 2017-18 and 2016-17). Statements
(Audited Copy of Profit & Loss

Statement, Balance Sheet) for
the Financial Years 2018-19,
2017-18 and 2016-17.
3. The bidder should have experience in Copy of Work Order and

supplying SAP Business One Software Completion Certificate/relevant
Licenses &/or implementation of the document in support of project
same in at least 3 Central/State
completion for previous
Government/PSUs/ autonomous
bodies/any other Govt. entity/Private experience cited.
Entities in India as on date of
In case of ongoing project copy
submission of Tender in preceding
seven years or from the year of of work order and letter from
inception of agency/firm whichever is client certifying the ongoing
later. project/Payment Proof.
4. The bidder should have at least 100 An undertaking/self-declaration

technical manpower on its payrolls as by HR/CA/Auditor/Authorized
on the date of bid submission signatory to be submitted in this
regard
5. The bidder has to furnish OEM The same should be as per the
authorization form/Manufacturer format provided in Appendix-IX
Authorization Form (MAF) on SAP {Manufacturer Authorization
Letter Head clearly stating that the Form (MAF)} from the OEM (i.e.
firm is authorized to provide SAP SAP).
Business One Software
6. The agency should be registered with Copy of GSTIN Registration No.

the GST department and carry a valid
GSTIN No.
7. Copy of PAN of the Bidder issued by Copy of PAN

Income Tax Authority.
।P a g e | 84
8. The Agency(s) should not have been Certified statement from the
blacklisted by any Central/ State Govt., Authorized Signatory of the
PSU or local self Govt, department and Agency(s) in format enclosed as
autonomous body during the last five appendix-I
(05) years from the date of tender.
There is no pendency of any court
case in respect of our blacklisting and
orders
9. Gold Partnership with SAP (OEM), if Copy of valid partnership

any. agreement (Mentioning Gold
Partnership)
10. Presence in Delhi/NCR), if any Proof of operational office facility

in Delhi/NCR to be enclosed (ex-
Lease Deed, Telephone Bill,
Electricity Bill etc.)
11. CVs/Project team Competency Copy of the Resume/CVs of key

resources in the project lifecycle
like Project Manager, Technical
Consultant, Functional
Consultants etc. may be
submitted to judge the
competency of the firm in
executing this project.
The resources should have

experience in SAP.
12. Approach & Methodology (a) Documents based on the

understanding of the
Department’s
requirements through
providing:
− Solu on proposed and its
components,
− Technologies used,
− Scale of
implementation,
− Learning on Issues
− Challenges
− Challenges likely to be
encountered
।P a g e | 85
− Mi ga on proposed
− Client references
(b) Document for Approach

and Methodology to
perform the work in this
assignment:-
− Understanding of the
objectives of the assignment: The
extent to which the Systems
Implementer’s approach and
work plan respond to the
objectives indicated in the
Statement/Scope of Work
− Completeness and
responsiveness: The extent to
which the proposal responds
exhaustively to all the
requirements of all the Terms of
Reference
(c ) Document for Project work
break down structure:-
based on timelines,
resource assignment,
dependencies and milestones
(d) Details on bandwidth

required for smooth
access/use of the SAP
Business One ERP.
14. Tender Fee Payment Proof
15. Earnest Deposit Money (EMD) Payment Proof
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APPENDIX-VI: FORMAT OF BANK GUARANTEE BOND
In consideration of the Central Railside Warehouse Company Ltd., New Delhi (hereinafter called the
Company) having agreed to exempt M/s ____________ [hereinafter called the said Second Party/
Licensee] from the demand, under terms and conditions of an agreement dated ______________
made between________________ & _______________for __________________ hereinafter called
the said agreement for IT Services ( Selection of Supply & Implementation Agency (SIA) for Supply,
Customization, Implementation and Hosting & Maintenance of SAP Business One Solution ) by the Second
Party(s) of the terms & conditions contained in the said agreement on production of Bank Guarantee
of Rs. ________________ (Rs._______________________________) we, __________ (herein after
referred to as “the Bank”) at the request of _______________Second Party(s) do hereby undertake
to pay the Company an amount of not exceeding Rs.____________
(Rs____________________________) against any shortages or loss or damages caused to or suffered
or could be caused to or suffered by the Company by reasons of any breach by the Second Party(s) of
any of the terms and conditions contained in the said agreement during the facility under use of the
Second Party(s).
1. We _________________ (indicate the name of Bank) do hereby undertaken to pay the

amounts due and payable under this guarantee without any demur, merely on demand from
the Company stating that the amount claimed is due by way of shortages or loss or damages
caused to or would be caused to or suffered by the Company by reasons of breach by the said
Second Party(s) failure to perform the said agreement. Any such demand made on the Bank
shall be conclusive as regards the amount due and payable by the Bank under this Guarantee.
However, our liability under this agreement shall be restricted to an amount not exceeding Rs.
__________________ (Rupees__________________________).
2. We undertake to pay to the Company any money so demanded not withstanding any dispute
or disputes raised by the Second Party(s) in any suit or proceeding pending before any court
or tribunal relating thereto our liability under this present being absolute and unequivocal.
The payment so made by us under this bond shall be valid discharge of our liability for
payment there under and the Second Party(s) shall have no claim against us for making such
payment.
3. We _______________________(indicate the name of Bank) further agree that the Guarantee
herein contained shall remain in full force and effect during the period that would be taken
for the performance of the said agreement and that it should continue to be enforceable till
all the dues of the Company under or by virtue of the said agreement has been fully paid & its
claim satisfied or discharge or till________________ Company certifies that the terms and
conditions of the said agreement have been fully and properly carried out by the said Second
Party(s) and accordingly discharged this Guarantee. Unless a demand or claim on this
Guarantee is made on us in writing on or before________________ we shall be discharged
from all liability under this Guarantee thereafter.
4. We_____________________ (indicate the name of Bank) further agree with the Company
that the Company shall have the fullest liberty without our consent and without effecting in
any manner our obligations hereunder to vary any of the terms and conditions relating to the
said agreement and shall not be relieved from our liability by reason of any such variation, or
extension being granted to said Second Party(s) or for any for forbearance, act or omission on
।P a g e | 87
the part of the Company any indulgence by the Company to the said Second Party(s) or by any
such matter or thing, whatsoever, which under the law relating to sureties would, but for this
provision, have effect of so relieving us.
5. This Guarantee will not be discharged due to the change in the constitution of the Bank or the
Second Party(s).
6. This Bank Guarantee will remain operative not only for the entire period of the contract but
also for a minimum period of one year even after completion/ termination of the contract or
till Company certified that the terms and conditions of the said agreement have been fully &
properly carried out by the said Second Party(s) so as to satisfy the claims of the Company
against the Second Party, if any, for the contract to which the Guarantee relates.
7. We _________________________ (indicate the name of Bank) lastly undertake not to revoke

this Guarantee during its currency except with the previous consent of Company in writing.
Date the _____________________ day of _____________

For ____________________________________________
(Indicate the name of Bank)
।P a g e | 88
APPENDIX-VII: NON-DISCLOSURE AGREEMENT
This Agreement made at New Delhi, on this xxth XXXXXXXX.
BETWEEN
M/s. Central Railside Warehouse Company Limited, CIN:U63023DL2007PLC165676, a company registered

under the Companies Act 1956, and having its registered & corporate office at Ground Floor, Pragati Maidan,
Metro Station Building, New Delhi-110001 is here in after referred as the ‘FIRST PARTY’ (i.e. "CRWC"), which
expression shall, unless excluded by or repugnant to the context, be deemed to include its successors,
administrators, heirs, assigns and nominees of FIRST PARTY;
AND
M/s....................................................................................... (CIN:..............................................), having its

registered office at
............................................................................................................................................(which expression
should unless repugnant to the context or meaning thereof include its successor and permitted assigns)
hereinafter called the SECOND PARTY (‘....................’).
And are hereinafter individually referred to as party and collectively referred to as “the Parties”. Either of the
parties which discloses or receives the confidential information is respectively referred to herein as Disclosing
Party and Receiving Party.
WHEREAS:
The Parties have established a business relationship and in course of the business relationship, it is anticipated
that both the parties may disclose or deliver to either of the Parties certain or some of its trade secrets or
confidential or proprietary information, for the purpose of enabling the other party to evaluate the feasibility
of such business relationship (hereinafter referred to as “the Purpose”).
NOW, THEREFORE, THIS AGREEMENT WITNESSETH AND IT IS HEREBY AGREED BY AND BETWEEN THE
PARTIES HERETO AS FOLLOWS:
1. Confidential Information:
“Confidential Information” means all information disclosed/ furnished by either of the parties to another Party
in connection with the business transacted/to be transacted between the Parties and/or in the course of
discussions and negotiations between them in connection with the Purpose. Confidential Information shall
include customer data, any copy, abstract, extract, sample, note or module thereof.
Either of the Parties may use the Confidential Information solely for and in connection with the Purpose.
Notwithstanding the foregoing, “Confidential Information” shall not include any information which the
Receiving Party can show:
।P a g e | 89
(a) is now or subsequently becomes legally and publicly available without breach of this Agreement by the
Receiving Party,
(b) was rightfully in the possession of the Receiving Party without any obligation of confidentiality prior to
receiving it, from the Disclosing Party,
(c) was rightfully obtained by the Receiving Party from a source other than the Disclosing Party without any
obligation of confidentiality, or
(d) was developed by or for the Receiving Party independently and without reference to any Confidential
Information and such independent development can be shown by documentary evidence.
2. Use of Confidential Information.

i. Each party agrees not to use the other’s confidential information for any purpose other than for the specific
purpose. Any other use of such confidential information by any party shall be made only upon the prior written
consent from the authorized representative of the other party or pursuant to subsequent agreement between
the Parties hereto.
ii. The Second Party (.............) shall not commercially use or disclose for commercial purpose any confidential
information or any materials derived there from, to any other person or entity other than persons in its direct
employment who have a need to access and knowledge of the said information, solely for the purpose
authorized above. The company shall take appropriate measures by instruction and written agreement prior to
disclosure to such employees to assure against unauthorized use or disclosure. The Second Party (......) agrees
to notify The First Party (CRWC) immediately if it learns of any use or disclosure of CRWC’s confidential
information in violation of the terms of this agreement.
iii. The Second Party (......) shall not make news release, public announcements, give interviews, issue or
publish advertisements or Agreement, the contents/provisions thereof, other information relating to this
agreement, the purpose, the Confidential information or other matter of this Agreement, without the prior
written approval.
3. Non-disclosure:
The Receiving Party shall not commercially use or disclose any Confidential Information or any materials
derived there from to any other person or entity other than persons in the direct employment of the Receiving
Party who have a need to have access to and knowledge of the Confidential Information solely for the Purpose
authorized above. The Receiving Party may disclose Confidential Information to consultants only if the
consultant has executed a Non-disclosure Agreement with the Receiving Party that contains terms and
conditions that are no less restrictive than these. The Receiving Party shall take appropriate measures by
instruction and written agreement prior to disclosure to such employees to assure against unauthorized use or
disclosure. The Receiving Party agrees to notify the Disclosing Party immediately if it learns of any use or
disclosure of the Disclosing Party’s Confidential Information in violation of the terms of this Agreement.
।P a g e | 90
Further, any breach of non-disclosure obligations by such employees or consultants shall be deemed to be a
breach of this Agreement by the Receiving Party and the Receiving Party shall be accordingly liable thereof.
Provided that the Receiving Party may disclose Confidential information to a court or governmental agency
pursuant to an order of such court or governmental agency as so required by such order, provided that the
Receiving Party shall, unless prohibited by law or regulation, promptly notify the Disclosing Party of such order
and afford the Disclosing Party the opportunity to seek appropriate protective order relating to such
disclosure.
4. Publications:
Neither Party shall make news releases, public announcements, give interviews, issue or publish
advertisements or publicize in any other manner whatsoever in connection with this Agreement, the contents
/ provisions thereof, other information relating to this Agreement, the Purpose, the Confidential Information
or other matter of this Agreement, without the prior written approval of the other Party.
5. Term:
This Agreement shall be effective from the date hereof and shall continue during the terms of the business
relationship and/or after the expiration/termination of business relationship. Upon expiration or termination
as contemplated herein the Receiving Party shall immediately cease any and all disclosures or uses of
Confidential Information; and at the request of the Disclosing Party, the Receiving Party shall promptly return
or destroy all written, graphic or other tangible forms of the Confidential Information and all copies, abstracts,
extracts, samples, notes or modules thereof.
Notwithstanding anything to the contrary contained herein the confidential information shall continue to
remain confidential until it reaches the public domain in the normal course.
6. Title and Proprietary Rights:

Notwithstanding the disclosure of any Confidential Information by the Disclosing Party to the Receiving Party,
the Disclosing Party shall retain title and all intellectual property and proprietary rights in the Confidential
Information. No license under any trademark, patent or copyright, or application for same which are now or
thereafter may be obtained by such Party is either granted or implied by the conveying of Confidential
Information. The Receiving Party shall not conceal, alter, obliterate, mutilate, deface or otherwise interfere
with any trademark, trademark notice, copyright notice, confidentiality notice or any notice of any other
proprietary right of the Disclosing Party on any copy of the Confidential Information, and shall reproduce any
such mark or notice on all copies of such Confidential Information. Likewise, the Receiving Party shall not add
or emboss its own or any other any mark, symbol or logo on such Confidential Information.
7. Return of Confidential Information:

Upon written demand of the Disclosing Party, the Receiving Party shall (i) cease using the Confidential
Information, (ii) return the Confidential Information and all copies, abstract, extracts, samples, notes or
modules thereof to the Disclosing Party within seven (7) days after receipt of notice, and (iii) upon request of
the Disclosing Party, certify in writing that the Receiving Party has complied with the obligations set forth in
this paragraph.
8. Remedies:
।P a g e | 91
The Receiving Party acknowledges that if the Receiving Party fails to comply with any of its obligations
hereunder, the Disclosing Party may suffer immediate, irreparable harm for which monetary damages may not
be adequate. The Receiving Party agrees that, in addition to all other remedies provided at law or in equity,
the Disclosing Party shall be entitled to injunctive relief hereunder.
9. Governing Law and Jurisdiction:

The provisions of this Agreement shall be governed by the laws of India. The disputes between the parties, if
any, arising out of this Agreement shall be subject to the jurisdiction of the courts/tribunals in New Delhi or
Delhi only. Submitting to arbitration may be considered as an additional remedy and it does not preclude the
Parties to seek redressal/other legal recourse.
10. General:
None of the Confidential Information disclosed by the parties constitutes any representation, warranty,
assurance, guarantee or inducement by either party to the other with respect to the fitness of such
Confidential Information for any particular purpose or infringement of trademarks, patents, copyrights or any
right of third persons.
11. Indemnity:
The receiving party should indemnify and keep indemnified, saved, defended, harmless against any loss,
damage, costs etc. incurred and / or suffered by the disclosing party arising out of breach of confidentiality
obligations under this agreement by the receiving party etc., officers, employees, agents or consultants.
IN WITNESS WHEREOF both Parties have caused these presents to be signed by their respective authorized
signatories on the date and year first above written.
For The CRWC For The .............................................

Sign: ________________________ Sign: __________________________
Name: Name:
Title: Title:
Witness: Witness:
1. 1.
2. 2.
।P a g e | 92
APPENDIX-VIII: POWER OF ATTORNEY
(To be executed on non-judicial stamp paper of the appropriate value in accordance with relevant Stamp Act.
The stamp paper is to be in the name of the firm/company who is issuing the Power of Attorney).
We, M/s. _______________ (name of the firm/ company with address of the registered office) hereby
constitute, appoint and authorize Mr./Ms. _______________ (Name and residential address) who is presently
with us and holding the position of ____________ and whose signature is given below as our Attorney to do in
our name and our behalf all or any of the acts, deeds or things necessary or incidental to our bid for the work
___________________ (name of work), including signing and submission of application/ Tender / proposal,
participating in the meetings, responding to queries, submission of information/ documents and generally to
represent us in all the dealings with CRWC or any other Government Agency or any person, in connection with
the works until culmination of the process of bidding, till the Contract Agreement is entered into with CRWC
and thereafter till the expiry of the Contact Agreement.
We hereby agree to ratify all acts, deeds and things lawfully done by our said Attorney pursuant to this Power
of Attorney and that all acts, deeds and things done by our aforesaid Attorney shall always be deemed to have
been done by us.
(In case of Consortium/ Joint Venture) Our firm is a Member/Lead Member of the Consortium of __________,
________________ and __________.
Dated this the _______ day of __________________20
(Signature and name of authorized signatory being given Power of Attorney)
____________________
(Signature and name in block letters of Proprietor / All the partners of the firm / Authorized Signatory for
the Company) (Strike out whichever is not applicable)
Seal of the Proprietorship firm / Partnership firm/ Company
Witness 1: Witness 2:
Name: Name:
Address: Address:
Occupation: Occupation:
Notes:
-In case the Firm/ Company is a Member of a Consortium/ JV, the authorized signatory has to be the one
employed by the Lead Member.
- The mode of execution of the power of Attorney should be in accordance with the procedure, if any, laid
down by the applicable law and the charter documents of the executant(s) and when it is so required the same
should be under common seal affixed in accordance with the required procedure.
- Power of Attorney is to be attested by Notary.
।P a g e | 93
APPENDIX-IX: MANUFACTURER AUTHORIZATION FORM (MAF) FROM OEM
(On OEM Letter Head)
To,
Designated Authority
Central Railside Warehouse Company Limited,
Pragati Maidan Metro Station Building, Ground Floor,
New Delhi-110001, India
Subject: Manufacturer Authorization Form for Tender for Selection of Supply & Implementation Agency (SIA)
for Supply, Customization, Implementation and Hosting & Maintenance of SAP Business One Solution for
Central Railside Warehouse Company Limited.
Dear Sir,
WHEREAS we, OEM Name, having our registered office at OEM Address_, India, state that our parent
company, _____ and its group companies are the official producers of the SAP Business One Software. We,
M/s. SAP India Private Limited , do hereby confirm that Name of the bidder having its office at Address of the
Bidder, who is one of our partners to submit a proposal in relation to the aforementioned Tender indicated
above relating to the project of CRWC (Tender Number), The sole purpose of which is to provide SAP Business
One licenses as per the terms of our standard General Terms and conditions and the applicable Software Use
Rights document current at the time of execution of the Order form with the Customer (collectively, the
“License Agreement”).
If the bid is awarded to aforementioned partner, we would be providing our warranty on SAP Business One
Software product in accordance with terms of our standard License Agreement.
Best Regards,
Authorized Signatory
।P a g e | 94

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No. CRWC-VII/CO/ERP Implementation/2019-20/2903 Date: 13.01.

Notice Inviting Tender (NIT)

Central Railside Warehouse Company Ltd.,

Sr. No. Name of the Content

1 Notice Inviting Tender

23 Service Level Agreement & Penalties

I Format for non-blacklisting certificate

V Checklist for Technical Eligibility Criteria & Document to be Submitted

VIII Power of Attorney

1. NOTICE INVITING TENDER

THROUGH e-TENDER PROCESS

2. Tender Processing Fee Rs. 2,950.00 (Including Taxes as applicable)

There is no Tender fee exemption for any bidder.

4. Tender Type NIT [Through e-tendering] [Two Bid System]

5. Website address from where Tender https://www.crwc.in, http://cewacor.nic.in,

7. Financial/Price bid Proforma Please see Appendix-IV of tender document

8. List of enclosures (Checklist) Please see Appendix-V of tender document

9. Date of Publishing of the Tender 13.01.2020 from 18:00 Hrs.

Date: 04.02.2020, Time: 11:30 Hrs.

The details of e-payment mode are available on

There is no EMD cost exemption for any bidder.

19. Security Deposit 10% of Contract Value

20. Address for correspondence Sr. Manager (IT),

Serial Terminology Reference To / Definition

2. EMD Earnest Money Deposit

4. INR Indian National Rupees

5. IPR Intellectual Property Right

7. O&M Operation and Maintenance

8. PBG Performance Bank Guarantee

9. SLA Service Level Agreement

10. TPA Third Party Agency/ Solution Provider

11. SP System Partner

13. SIA Supply & Implementation Agency

The Sr. Manager (IT)

6. NOTES/ INSTRUCTION TO BIDDERS

i. Any clarification regarding online participation, they can contact: -

M/s ITI Limited (Govt. Of India Undertaking),

For local assistance may call following helpline No.

k. Offer Validity Period

7. ELIGIBILITY CRITERIA & DOCUMENT TO BE SUBMITTED

7.1. Constitution of the Firm:

9. EARNEST MONEY DEPOSIT (EMD)

 The successful bidder after award of contract.

 The unsuccessful bidders,

10. SECURITY DEPOSIT

11. PRE-BID MEETING

12. BIDDING PROCESS

c) The technical bid must NOT contain any pricing/commercial information.

II. BID OPENING

A. TECHNICAL BID OPENING:

B. FINANCIAL/PRICE BID OPENING

III. BID EVALUATION

A. TECHNICAL BID EVALUATION

 Procedure to be followed for obtaining missing documents and specific clarification:

g. Bidder to refer clarification and missing document manual available on e-portal

B. TECHNICAL EVALUATION CRITERIA

Average Annual Turnover in the past 3 (three) financial years

INR 10-15 Crores: 15 Marks

More than 15 Crores: 20 Marks

Gold Partnership with SAP (OEM): 5 Marks

Presence in Delhi/NCR): 5 Marks

Technical Resource Strength on company payrolls as on the date of bid

A copy of the Resume/CVs, of key resources which will be deployed on this