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AIR-INDIA

MATERIALS MANAGEMENT DEPARTMENT


AIR-INDIA COMPLEX, GSD ENTRANCE,
IGI AIRPORT-2, NEW DELHI-110037

MM/10/746 28.3.2011

Subject: Tender for Bulk SMS Service

Air India invites Tender for the subject item for which the scope of work is
attached herewith.

Submission of tender: Please submit your quotation in two bid system in two
separate sealed envelopes super scribing on each envelope Technical Bid ‘A’
/Commercial Bid ‘B’, Tender No.MM/10/746 Due Date 19.4.2011, Name of the
company and the contact details.

a. Technical Bid

Technical Specification - Details as per Annexure

The service provider must confirm in his technical bid whether all the mentioned
functionalities as per Annexure are catered to, by him.

The acceptance of Air India's terms & conditions such as payment terms,
delivery etc. shall be confirmed by you in Technical Bid only. Please note that
Technical Bid shall not contain any price details.

Technical Bid shall be sealed and super scribed with Tender No. and Due Date.

Please note that the Commercial bid will be opened and considered by us only if
the technical Bid is acceptable to us as per the details mentioned in the attachment
and you qualify in the detailed technical evaluation to be carried out thereafter

b. Commercial Bid:

Please quote the price of the subject item offered i.e. Rate, Tax & Other levies etc.
Price bid shall contain the price details of the item offered. The price bid shall not
Contain any further technical details apart from whatever is offered in the
technical bid. If any such information is mentioned in the price bid, the same shall
be ignored by Air India. Commercial Bid should be sealed and super scribed with
Tender No.MM/10/746 and Due Date 19.4.2011
Terms & Conditions:
• Delivery: Service provider should be able to commence the service within 4
weeks of the receipt of order.
• Payment terms: Payment will be made on quarterly basis (At the end of each
quarter).
• Security Deposit: Successful tenderers should submit interest free bank
guarantee for 5% of the order value, valid during the contract period. This bank
guarantee will be released only after the successful execution completion of the
contract with respect to quality and timely services.

• We reserve the right to accept or reject in part or whole any or all tenders
received without assigning any reason whatsoever.

• Due Date: The tender closes at 1700 hrs., on the 19th April 2011 and technical
bids shall be opened at 1500 hrs., on 20th April 2011. It is, therefore, essential that
your Technical and Commercial bids in two separate envelopes should reach us
on or before 1700 hrs., on 19th April 2011 due date at the following address:

Asst. General Manager – MM


Materials Management Deptt.,
Air – India, Air-India Complex,
IGI Airport-II, New Delhi-110037.
Telephone No.25653563

Your quotation shall also be rejected in case of the following:-

a) Quotation received after due date.

b) Only single quote i.e. Technical or Commercial quote received.

c) Quotation received by Fax.

d) Quotation received unsigned.

e) Quotations received without earnest money.

f) Quotation not received in separate envelope.

• For any queries regarding the technical details, IT may be contacted on Tel
25652050 extn 3050.

Yours faithfully,
AIR INDIA LIMITED

( C. KUJUR )
ASST.G.M-MM
1.0 INTRODUCTION:

Air India proposes to use the Short Messaging Service solution hosted by the
service provider to generate SMS for flight related messages etc. to predefined
numbers.

It will be the responsibility of the service provider to deliver the message sent
by Air India to the respective mobile number provided, as SMS. Any
Integration required for providing this facility will have to be done by the
service provider.

2.0 SCOPE OF WORK:

The system should support all features based on the following functional blocks:

a. Session Management
b. Application Management
c. Interface Management
d. Service Definition Module
e. MIS and Reports

3.0 Technical Requirements:

The service provider should have Bulk SMS inbuilt functionalities such as:

A. Multiple Interface Support

i. URL Push: One URL should be provided, where the facility to


pass the parameters viz. Mobile Number & text would be given.
ii. Push SMS: SMS push for sending SMS to individual numbers or
groups. It should also include creating of groups and creating SMS
service for each of the groups.

B. Service Integration:

i. Network based Solution: The service provider should provide a WEB


based URL. This URL (GUI) should be provided with secure access
for sending SMS through SMS gateway to predefined mobile
numbers/groups.
ii. SMS gateway should send back an acknowledgement after delivery
on the webpage.
iii. Interface between SMS gateway and Application server would be
HTTP.
iv. The application should be able to handle any load.

C. Group SMS Facility

The Group SMS facility should exist as follows:

i. Creation of groups: Groups can be created using web interface. While


creating a group logical name can be given to a group and any
number of MSISDN (Mobile numbers) may be added to it.
ii. Adding the number in Group: Mobile numbers may be deleted or
added or modified at any time using the web interface.
iii. Group SMS: While sending the SMS, selection of the group and to
edit the SMS text facility should exist. SMS has to be sent to all the
group members. At the same time, same message may be send to
multiple groups.

4.0 Warranty:

Support after warranty period should be provided and should include


the following:
i. Bug fixing: All bugs reported would be fixed as per SLA.
ii. Enhancements: All future releases and new features to be
incorporated from time to time should be provided.
iii. Support: Support team would provide support according to the
SLA.

5.0 Customer Care Login:


Customer care login shall be provided to check following:
i. System logs for specific mobile numbers.
ii. System logs for profile of a specific mobile number.
iii. CDR (Call Data Records) for a given date and time for specific
mobile numbers.
iv. Monitoring of the System: In case signed terms and conditions
supports monitoring of the system shall be done on following
aspects:
a. Usage of various services and Trends
b. System performance
c. Service performance
6.0 Application.
The application should support
Advanced Delivery Mechanisms
i. Spam Control Mechanism
ii. Remote Service Management.
iii. Accounts based retry mechanism.
iv. Service provider should be able to send SMS to respective mobile
numbers of GSM, CDMA or any other network of any service
provider in India and outside India.
v. Type of interface supported for Individual / BULK SMS: HTTP
vi. Method of providing mobile phone numbers: TXT files with list of
mobile numbers or URL based.
vii. Type of connectivity between AI and Service provider: Internet.
Service provider should provide additional utility to transfer list of
mobile numbers along with message content manually through any
browser.

7.0 Other requirements:


i. For SMS outside India, all necessary formalities, if any, from the
regulating authorities should be completed by the service provider.
ii. The rates for domestic and international SMS should be given
separately in the Commercial bid.
8.0 MIS reports:
i. Successful SMS delivery on monthly basis with mobile numbers.
ii. Mobile number and message list where SMS could not be
delivered for each transmission with reason for failure.
iii. Online web based tools should be provided for MIS reports.
iv. Any other default standard reports or any report as desired by Air
India.

9.0 Demonstration of SMS transmission:


The service provider should arrange a demonstration of individual and bulk
transmission of SMS at Air India premises for evaluation at own cost.

10.0 Mandatory requirements


i. Service provider should be able to send SMS to all GSM/CDMA
Mobile users in India with sender id “Air India” or any other id
as defined by Air India.
ii. Service provider should have connectivity to at least three GSM
Mobile operators.
iii. Service provider should have connectivity with at least one CDMA
Mobile operator.
iv. Service provider should have redundancy in their servers and SMS
gateways and details need to be given. Service provider should
provide 99.5% uptime calculated on weekly basis.
v. SMS through put should be a minimum of 15 SMS/sec at any point
of time.
vi. Service providers currently should be sending a minimum of
50,000 messages per month on their platform. Documentary proof
is required to be attached to this effect. Service provider should
have reputed clients base, at least two public ltd./private
companies having turnover of more than 50 crores annually.
vii. All SMS must be sent within 15 minutes of receiving the text from
Air India.
viii. SMS should reach the recipient in the format as sent by the sender.

11.0 Termination Clause:


"If at any time vendor breaches the terms & conditions of the service, Air
India may decide to suspend, terminate and/or cancel the agreement and/or
recover any damages from vendor arising from the event(s) giving rise to the
suspension, termination or cancellation. Air India reserves the right to
suspend the service at any stage for any reason it may deem necessary to
continue to use any of the services in a way that may be hindered by vendor’s
status as being Air India’s service provider, vendor’s financial status or the
content of the messages originating from the vendor.

Upon any such termination, cancellation and/or suspension, vendor will be


still responsible for any obligations then accrued. Payment and other
obligations under this agreement are not suspended, stayed, or otherwise
affected by a suspension of access to / or use of the service (in whole or in
part) where said suspension arises from vendor’s failure to comply with, or
violation of, the terms of this agreement or of any law or legal obligation.
Upon termination and/or cancellation, for any reason, vendor agrees to
immediately cease providing the service and Air India shall have no
obligation to the vendor after any termination or cancellation of the
agreement.

Note: Service provider should also supply information in the format as specified
in Appendix - I and Appendix - II along with technical bid and commercial
bid respectively.
Appendix – I
S. No. Description complied Support Remarks
(Y/N) Document attached in
Technical bid (Y/N)

1. Service provider should be able to send SMS


to all GSM Mobile users in India with sender
id “Air India” or as defined by Air India.
2. Service provider should have connectivity to
at least three GMS Mobile operators.
3. Service provider should be able to send SMS
to all CDMA mobile users in India with
sender id, 10 digits Numeric ID which will be
decided by Air India if the name tag “Air
India “is not feasible.
4. Service provider should have connectivity to
at least one CDMA Mobile operator.
5 Service provider should have redundancy in
their servers and SMS gateways and details
need to be given.
6 Service provider should provide 99.5% uptime
calculated on weekly basis.
7 SMS through put should be a
minimum of 15 SMS/sec at any
point of time.
8 Service providers currently should be sending
a minimum of 50,000 messages per month on
their
platform.
9 All SMS must be sent within 5
minutes of receiving the file from
Air India.
10 Service provider should provide additional
utility to transfer list of mobile numbers along
with message content manually through any
browser.
11 For SMS outside India, all necessary
formalities, if any, from the regulating
authorities should be
Completed by the service provider.

12 Service provider should provide all reports


mentioned in the RFP
Appendix II
Commercial Bid format

Sr. No No. Of SMS Range Charges/SMS Taxes Remarks


per month
Domestic
(anywhere in India)

1 to 5000
5001 to 10000
10001 to 15000
15001 to 20000
20001 to 30000
>30001
International
(optional)

1 to 5000
50001 to 10000
10001 to 15000
>15001
Following are the SLA terms:
Problem Severity Response Time Work Around SLA

Most Critical 1 hour 4 hours The correction work


starts immediately and
continues until a work
around solution is
available. After a
workaround
solution is
available, the case is
downgraded to Major
category.
Critical/Major 2 hour 24 hours Support team shall start
working immediately on
the problem, and
continue till a work
around solution is
found.
Minor 24 Hours 72 hous Software correction
shall be available within
72 hours.
Enhancement 72 Hours Enhancements shall be
done in case they are
not in the exclusion list.

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