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This document contains confidential material proprietary to Inspirisys Solutions. The material, ideas, and
concepts contained herein are to be used exclusively to evaluate the capabilities of Inspirisys Solutions to
provide assistance to the customer. This information and the ideas herein may not be disclosed to anyone
outside the customer or be used for purposes other than the evaluation of Inspirisys Solutions capabilities.
Customer case engagements included in this document have been cleared and are solely for use by the
customer only.
No part of this proposal may be reproduced or copied in any form or by any means - graphic, electronic, or
mechanical, including photocopying, recording, taping or information storage and retrieval systems - without
written permission of:
Inspirisys Solutions Limited,
1st Floor, Dowlath Towers,
New Door Nos 57, 59, 61 & 63,
Taylors Road, Chennai – 600 010.
Statement of Limitation:
The contents of this document are subject to a formal and final contract between the parties. All conditions
and warranties whether express or implied by statute, law or otherwise, are hereby excluded. This document
shall not form part of any contract.
Information in this document on third party hardware and software products is supplied by the vendors of the
products. These limitations are not in any way intended to restrict continuing business discussions between
the customer and Inspirisys Solutions.
Where we mention specific customers by name, we would request that the customers not be contacted
without our prior written approval to do so.
Client Details
Organization Name Briwo
Address Patpar Ganj New Delhi
Mr. Arvind
Contact Name
Doc
Ver Date Prepared By Approved By Description
No.
Proposal for AMC support for Server, Storage &
V1 13.12.2022 Mukesh Saini Saravanan V
Network Devices & Onsite System Engineer
Modified based on the discussion with Briwo on
V2 23.03.2022 Mukesh Saini Saravanan V
21st Mar-22
ISL is happy to associate with Briwo Solutions on this Services support its technology operations in line
with the underlying business objectives stated in the scope of work. We have gone through the said
requirements in detail and commit to exceeding the service level expectations defined by Briwo
Solutions.
InspiriSYS Solutions Limited is pleased to propose a solution that effectively matches Briwo
Solutions requirement of managing HW, network monitoring support, services through a value
driven / business outcome based robust delivery model.
InspiriSYS Solutions Limited shall deliver the project under strict ITIL Governance leveraging on
industry best practices.
InspiriSYS Solutions Limited (hereafter referred to as ‘ISL’ in this proposal) is submitting the
proposal for various sections i.e. Infrastructure Management Services which is further
subdivided into – HW AMC Support, network support to Briwo Solutions.
ISL - Briwo Solutions relationship will be unique and it will be based on the following fundamental
operating principles:
Business Aligned Technology Function - Help Briwo Solutions to achieve their business goals by
providing expert Technology services for their DC Support Services, monitoring services, thus
enabling Briwo Solutions IT to meet the business objectives more effectively.
KPI Led Service Delivery - Bring to Briwo Solutions a higher level of productivity by utilizing IT
processes and ISL unique managed service delivery methodology.
Lower TCO
for Briwo
Solutions Efficiency &
(Total Cost Service
of Predictability
Operations
Best In class
Process and
Governance
KPI & Metrics driven
delivery, Enhanced
Productivity
The ISL transition methodology will deliver the transfer of service delivery and management from
incumbent service (Briwo Solutions) teams to ISL. With decades of experience in Domestic and Global
terrain involving highly qualified transition professionals who have showcased best of project
management capabilities, ISL has derived its Transition Methodology based on ITIL best practices. The
objectives are simple and clear:
Complete effective and comprehensive Knowledge Transfer from incumbent service provider
Overlay the current service with ISL management processes
Through a managed quality process deliver assurance to The Authority that transition risk is
controlled
Envisaged time frame for Briwo Solutions Transition is 5-10 Days. Transition will include Due
Diligence, Knowledge Acquisition phase and Shadowing Phases followed by steady state delivery.
Based on the timelines, ISL will finalise the transition plan and share the approach with timelines
to client at later stages.
The figure below outlines the approach that ISL intends to adopt towards transitioning of services
from the incumbent while ensuring that there are no disruptions to Briwo Solutions’s Business-As–
Usual (BAU)
Services Transition
Application Specific
• Well trained team - Training, Root cause analysis, Historical analysis, First call resolution in
due course of time, Major incident process and many more initiatives for shift from reactive
to proactive.
• RCA and permanent fix for repeated issues
• Detailed knowledge management & SOPs for resolution
Process specific
• Centralized Governance mapped to Briwo Solutions stake holders & Business owners
• Tool based MIS and reporting – Dashboards & Proactive analysis of trends
• Service Improvement Plan
• Planned & structured reviews and escalations
• Defined performance measurement parameters for ISL performance review
Resource specific
• ISL has no subcontracting model, with one of the least attrition in the industry
• Defined training plan
• Periodic performance reviews of resources
• Backup and contingency planning
ISL’s solution & governance processes are fully aligned to meet up the expectations as stated above.
*SLAs will be mutually discussed and required changes can be done at the end of the first month.
ISL team will track and own the incident to closure and update the users on the same. ISL will
coordinate with all the stakeholders involved and get the incidents to closure. Reporting,
quality, and process documentation.
Deployed Engineer will have skills in L1/L2 Server HW, Windows and basic networking.
This onsite engineer will provide services related to L1/L2 HW , L1 network/ security related issues,
and necessary vendor management with OEM/Briwo Solutions team.
The Governance Model indicates ISL’s representation to Briwo Solutions and also expects Briwo
Solutions to nominate members for the engagement’s successful execution. The Governance Model
is collaboratively designed and customized to the specific needs of the engagement and the IT support
and delivery challenges.
ISL addresses governance model at both the Program and Task Order Levels with the following
objectives:
Provide Briwo Solutions with a single point of contact within ISL’s for the issuance of task
orders, payment of invoices, and other contractual or business matters.
Enhance ISL’s ability to respond quickly to Briwo Solutions requests for task order proposals,
marshalling resources as required to meet Briwo Solutions requirements.
The Operations Manager will conduct regular meetings with Briwo Solutions appointed personnel to
discuss issues like SLA performance, Service improvement and unresolved operations problems. ISL
will map the senior management from Briwo Solutions with ISL senior management representatives
to ensure communication is complete at all levels.
The Governance Model is used to address and resolve any issues that could potentially impact the
service. This applies in both the transition phase and the steady state phase. It is very important to
classify issues on the basis of their impact on the service delivery. The proposed classification of issues
is given below:
High Impact – The issues, if not resolved, has the capacity of adversely impacting project
timelines and the impact is not limited to a single track.
Medium Impact – The issue, if not resolved, has the capacity to adversely impact the
transition timelines for a single track.
Low Impact – The issue that do not impact timelines significantly but need to be resolved
on an ongoing basis.
During Steady State phase - During the Steady State phase the issues would fall under the following
categories
Operational issues - These would be categorized based on the severity levels of the issues.
Contractual issues – Any differences on understanding of contractual terms impacting
delivery of IT services
High Criticality Issues – Any major downtimes or P1 Tickets leading to major outages
For issue resolution, participation from Briwo Solutions and ISL concerned personnel is essential. In
case the issues do not get resolved at the designated level, escalation would be clearly defined
ensuring appropriate visibility of unresolved issues. The following table gives example roles &
responsibilities of the personnel with respect to issue management:
These issues would be discussed during the review meetings. Any pending/open issues would be
marked as unresolved and would be tracked till closure.
7 Commercials
7.1 Hardware Uptime Services + Onsite Engineer
Note:
16. FORCE MAJEURE: ISL shall not be liable for delay in or failure of any of its obligations under or arising
out of this contract if the delay or failure results from any of the following like act of God, fire, flood,
storm, pandemic situation, earthquake, explosion, accident strikes, riots, lockouts, industrial, disputes,
labour troubles etc.
17. This contract shall be governed in all respects by Indian Laws.
Inspirisys and Briwo Solutions Group Solutions would respond to any notices or written
communication issued by one to another within 2 working days. We expect all acceptance and sign
offs required during the project life cycle to be provided within 2 working days after the submission
of the same to you.
o Briwo Solutions will extend maximum support for ISL in getting all existing documentation,
operational templates, and SOP (Standard Operating procedure) related to the environment.
o Briwo Solutions shall be responsible for the renewal of all vendor contracts including
Warranty/AMC contracts if AMC is not with ISL. ISL shall be extending all help by way of
notification, escalations and vendor management.
o Required Media/License to install any OS or applications will be provided by Briwo Solutions.
o Any new project activities (Planning, sizing, and design) that are outside the scope of day-to-
day operations of the in-scope IT Infrastructure will be carried out by ISL after mutually
agreeing on the Cost, Timelines and efforts involved.
o The inventory data listed in the current document will be taken as baseline for all commercial
calculations. The incremental rates offered by ISL shall be applicable for the increase of
assets from this base line assets mentioned in the commercial offer.
o It is assumed that Briwo Solutions would have appropriate ‘professional services’ contracts
with the principal Product vendors, who would provide the necessary level 3 support
required for handling product/ Solution support .
o During transition period, existing vendor’s contract and SLAs shall be Briwo Solutions
responsibility, however ISL will make efforts to ensure that the SLA’s doesn’t fall drastically
during the transition.
o Briwo Solutions will provide access and enable configuration and settings of its infrastructure
so as to allow Inspirisys to provide its services.
o Inspirisys shall not be responsible for any loss of data arising out of circumstances beyond
the scope and control of this project.
o Within the scope of this proposal, Inspirisys does not take responsibility for performance of
Briwo Solutions Group’s applications or third-party software.
o Briwo Solutions Group infrastructure team will provide secure remote access to Inspirisys to
and between DC location for delivering the required services.
o Inspirisys and Briwo Solutions would respond to any notices or written communication
issued by one to another during the project life cycle within 2 working days.