INDIA TRADE PROMOTION ORGANISATION

(I.T. Services Division)

Bharat Mandapam, New Delhi

Date: 24/07/2026

Corrigendum – I

Sub: Selection of Managed Service Provider (MSP) for Comprehensive IT Infrastructure Management, Facility Management
Services (FMS), Annual Maintenance Contract (AMC/CAMC), IT Service Management (ITSM), IT Asset Management (ITAM),
Endpoint Security, Helpdesk Services, and Associated IT Services for India Trade Promotion Organisation (ITPO), Bharat
Mandapam, New Delhi.

It is notified that the following amendments have been made in the Tender Ref. No. ITPO/ITSD/IT_CM-FMS/2026 dated
10.07.2026:

Sr. No. Clause No. Existing Clause Amended Proposed Clause

1 Clause 12(d) The bidder should have minimum average The bidder should have minimum
annual turnover of Rs.25 Crore (Rupees average annual turnover of Rs.25 Crore
Twenty-Five Crore only) during last three (Rupees
financial years out of last five financial Twenty-Five Crore only) during last
years three financial years financial years
i.e. F.Y., 2024-25, 2023-24, 2022-23, i.e. F.Y., 2024-25, 2023-24 & 2022-23.
2021-22 & 2020-21. Duly signed & Duly signed & stamped
stamped copies of balance sheets and a
copies of balance sheets and a Certificate Certificate from a Chartered Accountant
from a Chartered Accountant for the any for the three (3) financial years having
three (3) financial years having average average annual turnover of minimum 25
annual turnover of minimum 25 crore as crore as per
per Annexure – 2 may be submitted.
Annexure – 2 may be submitted.
2 Clause The bidder must deposit Earnest Money The bidder shall submit an Earnest
12(k) Deposit (EMD) of Rs.6,00,000/- (Rupees Money Deposit (EMD) of ₹6,00,000/-
Six (Rupees Six Lakh Only) in favour of
Lakh Only) through online mode in favour "India Trade Promotion Organisation",
of “India Trade Promotion Organisation”, payable at New Delhi. The EMD may be
payable at New Delhi as per the details furnished through online payment or in
given in next clause. the form of a Bank
Guarantee/Insurance Surety Bond, as
permissible under the applicable
Government of India procurement
guidelines. Eligible Micro and Small
Enterprises (MSEs/MSMEs) shall be
exempted from payment of EMD and
Tender Fee in accordance with the
prevailing Government of India
procurement policies, subject to
submission of valid documentary
evidence.
3 Clause 15.1(1) Possession of valid certifications: Possession of valid certifications:
a) ISO 9001:2015 a) ISO 9001:2015
b) ISO/IEC 20000-1:2018 b) ISO/IEC 20000-1:2018
c) ISO/IEC 27001:2022 c) ISO/IEC 27001:2022
d) ISO 22301:2019 d) ISO 22301:2019
e) ISO/IEC 27701:2019 e) ISO/IEC 27701:2019
• 3 to 4 certifications – 5 Marks f) ISO 14001.:2015
• All 5 certifications – 10 Marks g) ISO 10002: 2018
h) CMMI Level 3
i) CMMI Level 5
• 3 to 4 certifications – 5 Marks
• Any 5 certifications – 10 Marks
4 Clause 15.1(2) Average annual turnover during last three Average annual turnover during Last
financial years out of last five three financial years
financial years i.e. F.Y., 2024-25,2023-24, financial years i.e. F.Y., 2024-25,2023-
2022-23, 2021-22 & 2020-21 24 & 2022-23
 • ₹25 Crore to less than ₹50 Crore– 5 Marks • ₹25 Crore to less than ₹50 Crore– 5
• ₹50 Crore and above – 15 Marks Marks
• ₹50 Crore and above – 15 Marks
5 Clause 15.1(5) Maximum number of manpower deployed Maximum number of manpower
under a single order in Central/State deployed under a single order in
Government Departments, PSUs, Central/State Government
Autonomous Bodies, etc., during the last 3 Departments, PSUs, Autonomous
years. Bodies, Public Listed Companies, etc.,
• 15 to less than 100 personnel – 5 Marks during the last 3 years.
• More than 100 personnel – 10 Marks • 15 to less than 100 personnel – 5
Marks
• More than 100 personnel – 10 Marks
6 Clause 15.1(7) Availability of Certified Networking Availability of Certified Networking
Professionals on Direct Payroll (for at Professionals on Direct Payroll (for at
least one year prior to bid submission) least one year prior to bid submission)
Certification Minimum Certification Minimum
Number of Number of
Resources Resources
CCNA (Cisco 50 CCNA (Cisco Certified 35
Certified Network Associate) /
Network CCNP (Cisco Certified
Associate) Network Professional) /
CCNP (Cisco 10 CCIE (Cisco Certified
Certified Internetwork Expert) /
Network JNCIA (Juniper
Professional) Networks Certified
CCIE (Cisco 1 Associate) / JNCIS
Certified (Juniper Networks
Internetwork Certified Specialist) /
Expert) ITIL (Information
Technology
Infrastructure Library) /
PMP (Project
 Management
Professional)
7 Clause 15.1(6) Experience in deployment of ITSM and Experience in deployment of ITSM and
ITAM tools under a single order in ITAM tools under a single order in
Central/State Government Departments, Central/State Government
PSUs, Autonomous Bodies, Listed Departments, PSUs, Autonomous
Companies, etc., during the last 3 years. Bodies, Public Listed Companies, etc.,
• 1,000 to less than 1,500 assets – during the last 3 years.
5 Marks • 1,000 to less than 1,500 assets –
• 1,500 to less than 3,000 assets – 5 Marks
7 Marks • 1,500 to less than 3,000 assets –
• 3,000 and above assets – 10 7 Marks
Marks • 3,000 and above assets – 15
Marks
8 Clause 15.1(4) Execution of at least one similar manpower Execution of at least one similar
deployment project during the last 5 years. manpower deployment project in
• Project value from ₹3 Crore to less than Central/State Government
₹7 Crore – 5 Marks Departments, PSUs, Autonomous
• Project value from ₹7 Crore to ₹10 Crore Bodies, Public Listed Companies, etc
– 15 Marks during the last 3 years.
• Project value from ₹3 Crore to less
than ₹7 Crore – 5 Marks
• Project value from ₹7 Crore to ₹10
Crore – 15 Marks
9 10.2 Service Desk The proposed solution should be aligned The proposed solution should be aligned
Management with ITIL framework with ITIL framework
Compliance matrix principles and certified with ITIL4 with principles and certified with
Point No- 10 minimum 12 practices like ITIL4/ITSM with minimum 12 practices
Page No- 83 Monitoring & Event Management, Incident like
Management, Service Monitoring & Event Management,
Request Management, Problem Incident Management, Service
Management, Service Level Request Management, Problem
Management, Capacity & Performance Management, Service Level
Management, Availability
 Management, Change Enablement, Management, Capacity & Performance
Release Management, Management, Availability
Knowledge Management, Measurement & Management, Change Enablement,
Reporting Release Management,
Management, IT Asset Management. (a Knowledge Management, Measurement
documentary proof of the & Reporting
same should be provided at the time of Management, IT Asset Management. (a
bidding). documentary proof of the
same should be provided at the time of
bidding).
10 10.2 ServiceDesk The proposed ITSM solution must comply The proposed ITSM solution must
Management with the following standards: CIS comply with the following standards:
Compliance matrix certification, ISO 27034-1 for application CIS certification, ISO 27034-1 for
Point No- 4 security, application security, ISO 15408 and IEC
Page No- 82 ISO 15408 and IEC 62443-4-1:2018, ISO 62443-4-1:2018, ISO 27001:2022 for
27001:2022 for information security information security management,
management, GDPR and POPIA for data GDPR/POPIA/ the Digital Personal Data
privacy, and SOC 2 Type 2 for service Protection Act, 2023 (DPDPA), India, for
organization controls. This data privacy and protection, and SOC 2
ensures robust security, regulatory Type 2 for service organization controls.
compliance, and comprehensive data This
protection across all managed network ensures robust security, regulatory
operations. Valid supporting Certificate compliance, and comprehensive data
documents must be submitted with the protection across all managed network
bid. operations. Valid supporting Certificate
documents must be submitted with the
bid.
11 10.3 Asset Management The proposed solution should have in built The proposed solution should have in
Compliance matrix remote desktop capability for technicians built remote desktop capability for
Point No-16 to take remote control of for technicians to take remote control of for
Page No- 86 troubleshooting. Remote desktop should troubleshooting.
also support audio & video calling and file
sharing.
12 ANNEXURE-14: Printer Consumables (Toner, Ink, Drum May be read as “Deleted”
Minimum Buffer Stock Units,
to be Maintained by the Maintenance Kits, etc.)
Service Provider. Point
no 7
13 Point no. 24 Within Seven (7) working days of signing
Within Thirty (30) Calendar days of
(PERFORMANCE BANK of the contract agreement, PBG amounting
signing of the contract agreement, PBG
GURANTEE (PBG)) to 5% of amounting to 5% of
the total work order value will be deposited
the total work order value will be
by the successful bidder in the form of
deposited by the successful bidder in the
Bank form of Bank
Guarantee issued from a nationalized bank
Guarantee issued from a nationalized
in favour of India Trade Promotion bank in favour of India Trade Promotion
Organisation, Organisation,
New Delhi. PBG should be valid for a period
New Delhi. PBG should be valid for a
of Ninety (90) days more than the date of
period of Ninety (90) days more than the
expiry of all contractual obligations of the
date of expiry
vendor. PBG shall be released after of all contractual obligations of the
successful completion of the work and vendor. PBG shall be released after
completion of all contractual obligations.
successful completion
Delay in submission of PBG may attract a
of the work and completion of all
penalty of Rs.5,000 for the first week of
contractual obligations. Delay in
delay & additional Rs 5,000 for delay submission of PBG may attract a penalty
exceeding beyond one week limited to aof Rs.5,000 for the first week of delay &
maximum delay of two weeks. ITPO additional Rs 5,000 for delay exceeding
reserves the right to terminate the contract
beyond one week limited to a maximum
for a delay beyond 15 days. delay of two weeks. ITPO reserves the
right to terminate the contract for a
delay beyond 15 days after the
prescribed timeline.
14 Clause 10.4 EDR - The solution should provide Multiple The solution should provide Multiple
Specification Device Support, USB Device Access Device Support, USB Device Access
Compliance matrix Control, block auto-run on USB, allow Control, block auto-run on USB, allow
programs to execute on restricted USB
 programs to execute on restricted USB devices, offline support and Monitoring,
devices, offline support and Monitoring, Workstations, control and regulate the
Workstations, control and regulate the use use of printers, network shares, PCMCIA
of printers, web cameras, network shares, devices etc.
PCMCIA devices etc.
15 Page no. 87 EDR - Solution must have CPU/memory (physical Solution must have CPU/memory
Specification or virtual) usage performance control (physical or virtual) usage performance
Compliance matrix & during scanning: control during scanning:
10.4, Point 15 a) Checks the CPU usage level configured a) Checks the CPU usage level
on the Web console and the actual CPU configured on the Web console and the
consumption on the computer actual CPU consumption on the
b) Adjusts the scanning speed. computer
c) The CPU usage level is High, Medium or b) The CPU usage level is High, Medium
Low or Low
d) Actual CPU consumption exceeds a c) Actual CPU consumption exceeds a
certain threshold certain threshold
16 Page no. 88 EDR - Must provide File reputation service Must provide File Reputation Service for
Specification a) Must be able to check the reputation of downloaded files from:
Compliance matrix & the files hosted in the internet a) the Internet
10.4 Point 23 b) Must be able check the reputation of the b) Webmail attachments
files in webmail attachments c) Files residing on the
c) Must be able to check the reputation of endpoint/computer.
files residing in the computer
17 Clause no. 12(f) The bidder should have an office in The bidder should have an office in
operation in Delhi with service/ repair operation in Delhi/NCR with service/
centers, with services engineers etc. repair centers, with services engineers
Supporting document including etc. Supporting document including
undertaking to the above effect duly signed undertaking to the above effect duly
by Chairman/ Company Secretary of the signed by Chairman/ Company
company to be submitted along with the Secretary of the company to be
technical bid. submitted along with the technical bid.
18 Annex-13, 10.2 Row 2 The OEM of the proposed solution should The OEM of the proposed solution shall
— Make-in-India ITSM be "Make in India" company with 15 years comply with the applicable provisions of
OEM of presence in India and the solution the Public Procurement (Preference to
 should be deployed in min. 5 projects in Make in India) Order, 2017, as amended
Government/PSU segment in India. The from time to time. The OEM should have
documentary proof should be submitted at a minimum of fifteen (15) years'
time of the bid submission. presence in India, and the proposed
solution should have been deployed in at
least five (05) Government/PSU
organizations in India. Documentary
evidence in support of the above, along
with the requisite Make in India
declaration/certification, wherever
applicable, shall be submitted along
with the bid.
19 Annex-13, 10.4 Row 65 Proposed OEM should have contributed The proposed EPP/EDR OEM shall
— 25+ Zero-Day 25+ zero-day vulnerabilities in last one maintain a publicly accessible
Contributions year. This information should be publicly vulnerability research and coordinated
available. vulnerability disclosure programme (or
an equivalent zero-day research
initiative) and shall regularly publish
security advisories, CVEs, vulnerability
research reports, or threat intelligence
on its official website. Documentary
evidence/URL of the OEM's public
vulnerability research portal or security
advisories shall be submitted along with
the bid.
20 P. no. 70 Details of IT Model No. Qty.
infrastructure DELL 330 4 Model No. Qty.
DELL 360 1 DELL 330 45
DELL 380 5 DELL 360 10
HP PRO3330 10 DELL 380 25
HP PRO3330 24

Note: Bidders shall submit their

financial bids based on the quantities
 specified in the BOQ. However, for the
purpose of financial evaluation, the
amended quantities, as notified by the
Buyer, shall be considered and shall
prevail over the quantities originally
indicated in the BOQ.
21 Annexure 13- Server Hard Disk Drive: To be supplied with: Hard Disk Drive: To be supplied with:
Compliance matrix 4 x HPE 2.4TB SAS 12G Mission Critical 4 x 2.4TB SAS 12G Mission Critical 10K
clause 10.1 10K SFF SFF
BC 3-year Warranty 512e Multi-Vendor BC 3-year Warranty 512e Multi-Vendor
HDD HDD
22 Addendum A. IT Equipment requiring back-to-back
OEM Warranty: (Annexure-1)
B. Database Management services:
(Annexure-1)
 Annexure-1

A. (1) IT Equipment requiring back-to-back OEM Warranty:

Sr. Tower Service Tag

No Server's Server Model NO RAM HDD CPU OS
HP BLc7000 CTO 3 IN LCD Plat Enclosure (S/N-SGH402AMYY)
Windows
Server 2008
300*2 GB Intel Xeon E5-2665 2.4 R2
1 Empty HP BL460c Gen8 SGH402AMYX 16 GB DDR 3 SAS GHZ Enterprise
Windows
Server 2012
300*2 GB Intel Xeon E5-2665 2.4 R2
2 Empty HP BL460c Gen8 SGH402AMYW 16 GB DDR 3 SAS GHZ Standard
Windows
Tally Server 2012
ERP9 300*2 GB Intel Xeon E5-2665 2.4 R2
3 Server HP BL460c Gen8 SGH518YOF6 16 GB DDR 3 SAS GHZ Standard
Windows
Server 2012
300*2 GB Intel Xeon E5-2665 2.4 R2
4 Empty HP BL460c Gen8 SGH402AMYT 16 GB DDR 3 SAS GHZ Standard

(2) Video Conferencing System details:

Asset Type Type Model Number Serial Number SPECS

VC-Setup_1 TV R Series R985 B91XX-E7V100D50032 Screen Size = 98
(Boardroom) OPS OPS System I5 YW210533H10220032 Ram = 8 GB, Storage = 250 GB (64 Bit), Graphics Card
= Intel ® HD Graphics 4600 (113 MB), Windows = 10
Pro OEM Software
 Controller (Hybrid) 02DCp2KWSF0240525002

Speakers PPUWRDMU 02DCDT..SJD240523040 Delegate unit PPUWRDMU

Elite 4K PL4K20X43090068
Camera Premium 20x
VC-Setup_2 TV SAMSUNG 0KNEHNLY100017T
(Committee CONFEYE Meet MK12006034
Room) Speakers
& Talk (MK1) MK12006032
Confeye NT- 1K2006019
Camera 1000-U2
VC-Setup_3 Meet & Talk MK12006035
Speakers (MK1)
Camera NT-1000-U2 1K2006022

B. Database Management services:

Tally Database: Tally uses its own proprietary database format for storing data and does not rely on external database management
systems.

Database Size: The current size of the Tally database is 5.63 GB.
Pre-bid queries reply to Tender Ref. No. ITPO/ITSD/IT_CM-FMS/2026 dated 10.07.2026:

Sr. no. Page No., Description Changes Requested or Clarification Replies

Clause No. and
ANNEXURE
1. P. No. 14 & Clause The bidder should have Request to modify the clause as: Refer Corrigendum-1
12(d) minimum average annual
turnover of Rs.25 Crore The bidder should have minimum
(Rupees Twenty-Five Crore average annual turnover of Rs.25 Crore
only) during last three (Rupees Twenty-Five Crore only)
financial years out of last five during any of three financial years out
financial years i.e. F.Y., 2024- of last five financial years i.e. F.Y.,
25, 2023-24, 2022-23, 2021- 2024-25, 2023-24, 2022-23, 2021-22
22 & 2020-21. & 2020-21.
2. Page No.15 The bidder must possess Request to include equivalent quality No Changes
And Clause 12(g) valid certifications for ISO certifications such as CMMI Level 3 or
9001:2015 (QMS), ISO/IEC above additionally (covering Infra
20000-1:2018 (ITSMS), and Managed and Infra Life Cycle Services
ISO/IEC 27001:2022 (ISMS) verifiable from CMMI Institute.)
issued by an accredited
certification body and valid as
on the bid submission date.
Copies of the relevant
certificates to be provided
along with the technical bid.
3. Page No.15 The bidder shall submit a Request to modify the clause as: No Change
And Clause 12(i) Bank Solvency Certificate for
a minimum amount of ₹1 The bidder should be net worth positive
Crore, issued by a scheduled for last 3 years
commercial bank, not older OR
 than six (6) months from the The bidder shall submit a Bank
date of bid submission, along Solvency Certificate for a minimum
with the technical bid. amount of ₹1 Crore, issued by a
scheduled commercial bank, not older
than six (6) months from the date of bid
submission, along with the technical
bid.
4. Page No. 15 and The bidder shall submit valid Request a confirmation that Yes, MAF(s) required for new
Clause Manufacturer's Authorization Manufacturer's Authorization Forms products/ service solution
12(j) Forms (MAF) or OEM (MAF) or OEM Authorization Letters proposed for supply under this
Authorization Letters from are only required for new products to RFP.
the respective OEMs for all be purchased like Servers as for old
products, software, licenses, equipment’s no details of product serial
subscriptions, and solutions numbers have been provided
proposed under this RFP,
wherever applicable. The
authorization shall confirm:
· Authorization to quote,
supply, implement, and
support the propose
products/solutions.
· Back-to-back OEM support
commitment.
· Warranty support
commitment.
· Escalation support
commitment.
· Technical assistance and
update support commitment.
5. Page No.15 and The bidder must deposit Request a confirmation that if MSE Refer Corrigendum-1
Clause Earnest Money Deposit (EMD) Bidders are exempted from EMD
12(k) of Rs.6,00,000/- (Rupees Six Submission.
Lakh Only) through online
mode in favour of “India Trade As no mention of the same is in the RFP
 Promotion Organisation”, document but eProcurement portal
payable at New Delhi as per notifies that EMD Exemption allowed.
the details given in next
clause.
6. Page No. 14 and The bidder should have at Request to modify the clause as :--- No Change
Clause least satisfactorily completed
12(c’) one similar work of I.T. FMS The bidder should have at least
& CAMC or FMS services for satisfactorily completed one similar
network/ NOC management work of I.T. FMS
of volume not less than & CAMC or FMS services for network/
Rs.3.00 Crore (Rupees three NOC management of volume not less
Crore) in a single order in last thanRs.3.00 Crore (Rupees three
five years ending the last date Crore) in a single order in last seven (7)
of submission of bids for any years ending the last date of
Government/Semi Govt./ submission of bids for any
PSUs/Other Govt. Government/Semi Govt./ PSUs/Other
Departments. The bidder will Govt.
submit the copies of relevant departments. The bidder will submit
work orders for ongoing the copies of relevant work orders for
works and both work orders ongoing works and both work orders &
& work completion work completion certificate(s) in case of
certificate(s) in case of completed works. Please provide
completed works. Please supporting document such as copy of
provide supporting document the contract etc. in case
such as copy of the contract the Purchase Order does not
etc. in case specifically define the required similar
the Purchase Order does not work.
specifically define the
required similar work.
7. Page No. 16 Valid Certifications: Request to modify the clause as : Refer Corregendum-1
And Clause 15.1(1) Possession of valid Possession of valid certifications:
certifications: a) ISO 9001:2015
a) ISO 9001:2015 b) ISO/IEC 20000-1:2018
b) ISO/IEC 20000-1:2018 c) ISO/IEC 27001:2022
 c) ISO/IEC 27001:2022 d) ISO 22301:2019
d) ISO 22301:2019 e) ISO/IEC 27701:2019
e) ISO/IEC 27701:2019 f) CMMI Level 3
• 3 to 4 certifications – 5 • 3 to 4 ISO certifications – 5 Marks
Marks • All 5 ISO certifications – 10 Marks
• All 5 certifications – 10 • Three ISO and CMMI – 10 Marks
Marks
CMMI Level 3 or above may be
considered as an equivalent quality
certification for technical evaluation."

8. Page No. 17 Average annual turnover Request to modify the clause as : Refer Corregendum-1
And Clause 15.1(2) during last three financial Average annual turnover during any of
years out of last five the three financial years out of last five
financial years i.e. F.Y., 2024- financial years i.e. F.Y., 2024-25,2023-
25,2023-24, 2022-23, 2021- 24, 2022-23, 2021-22 & 2020-21
22 & 2020-21 • ₹25 Crore to less than ₹50 Crore– 5
• ₹25 Crore to less than ₹50 Marks
Crore– 5 Marks • ₹50 Crore and above – 15 Marks
• ₹50 Crore and above – 15
Marks
9. Page No. 17 CCNA – 50 No’s. Total 5 Refer Corregendum-1
And Clause 15.1(7) Marks Request to change the clause as and
CCNP – 10 No’s. include other certification relevant.
CCIE – 1 No’s CCNA/JNCIA and CCNP/JNCIS --- 15
and 5 No’s – 3 Marks
ITIL & PMP --- 5 & 1 No’s – 2 Marks

10. Page No. 17 and Execution of at least one Request to change the clause as :-- No Change
Clause similar manpower
15.1 (4) deployment project during Execution of at least one similar
the last 5 years. manpower deployment project during
• Project value from ₹3 Crore the last 7 years.
 toless than ₹7 Crore – 5 • Project value from ₹3 Crore toless
Marks than ₹7 Crore – 5 Marks
• Project value from ₹7Crore • Project value from ₹7Crore to₹10
to₹10 Crore – 15 Marks Crore – 15 Marks
11. Page No.17 and Maximum number of Request to change the clause as:- No Change
Clause manpower deployed under a
15.1(6) single order in Central/State Maximum number of manpower
Government deployed under a single order in
Departments, PSUs, Central/State Government
Autonomous Bodies, etc., Departments, PSUs, Autonomous
during the last 3 years. Bodies, etc., during the last 7 years.
• 15 to less than 100 • 15 to less than 100 personnel –5
personnel –5 Marks Marks
• More than 100 personnel – • More than 100 personnel – 10Marks
10Marks
12. Page No. 17 and Experience in deployment of Request to change the clause as:- No Change
Clause ITSM and ITAM tools under a
15.1(6) single order in Central/State Experience in deployment of ITSM and
Government ITAM tools under a single order in
Departments, PSUs, Central/State Government
Autonomous Bodies, Listed Departments, PSUs, Autonomous
Companies, etc., during the Bodies, Listed Companies, etc., during
last 3 years. the last 7 years.
• 1,000 to less than 1,500 • 1,000 to less than 1,500 assets –5
assets –5 Marks Marks
• 1,500 to less than 3,000 • 1,500 to less than 3,000 assets –7
assets –7 Marks Marks
• 3,000 and above assets – • 3,000 and above assets – 10Marks
10Marks
13. Page No. 53 and Network Operations & Request to provide model details of Refer Corregendum-1
ANNEXURE-11(3) Management Network equipment to properly size the
service requirement
14. Page No. 54 Passive Infrastructure The scope includes Passive Network First level troubleshooting
And ANNEXURE- Infrastructure Support under scope of this RFP.
11(3.4) but nowhere specifies details for the Further, escalation to be done
below and also the same in not to the network management
mentioned in BOQ sheet to quote price. team.
How many???
Copper Nodes
Fiber Nodes
OFC Length
Patch Panels
Fiber trays
LIU
Racks ETC
15. Page No. 54 and Server, Storage & Request to provide model details of Refer Corrigendum - I
ANNEXURE-11(4) Virtualization Management equipment to properly size the service
requirement
16. Page No. 55 and Database & Application Request to provide details of data base Refer Corrigendum -I
ANNEXURE-11(5) Management currently used to properly size the
service requirement
17. Page No. 55 Backup, Recovery & Business Request to provide details of backup As per RFP.
And ANNEXURE- Continuity and recovery tools currently used to No tools being utilized as per
11(6) properly size the service requirement now
18. Page No. 56 and ITSM & Helpdesk Services Details of current tools being used. As per RFP.
ANNEXURE-11(9) No tools being utilized as per
now
19. Page No. 56 and IT Asset Management (ITAM) Details of current tools being used. As per RFP, no tools being
ANNEXURE-11(10) utilized as per now
20. Page No. 56 Endpoint Security Details of current tools being used. Seqrite EPP EDR
And ANNEXURE-
11(11)
21. Page No. 57 and Transition & Exit Kindly specify the transition period Knowledge Transfer shall be
ANNEXURE-11(17) Management from the existing service provider and facilitated by the existing
whether knowledge transfer shall be service provider
 facilitated by the incumbent service
provider.
22. Page No. 73 and The above list is tentative and Request to provide complete list for As per RFP
Note the comprehensive AMC shall which AMC is required as service cost
also include other IT for the same needs to be taken.
peripherals part of ITPO’s IT
asset list.
23. Page No. 74 and Rates Per Month For Please share breakdown of CTC that As per RFP
ANNEXURE 12 Professional IT Manpower what all components have been
Support Services considered for CTC Provision like PF,
Medical, Gratuity etc.
24. Page No. 76 & 81 ITSM Solution Technical 1. Kindly confirm the number of named 300 departmental users, 17
And ANNEXURE- Specifications technicians and end users for whom technicians, 2 helpdesks
13 (4) ServiceDesk Management ITSM licenses are required. (Indicative)
10.2 Compliance matrix 2. Kindly specify the expected number As per RFP.
of ITSM tickets per month, categorized No migration needed.
into Incident, Service Request, Change Solution should support
and Problem tickets. integration with Microsoft
3. Kindly clarify whether existing ticket Active Directory, Email Server,
history and knowledge base migration SMS Gateway etc.
to the proposed ITSM solution is part of Approval workflow should be
the scope. in line with ITIL framework for
4. Kindly clarify whether integration service desk and asset
with Microsoft Active Directory, Email management. Service Catalog
Server, SMS Gateway and other items may be configured by
enterprise applications is required. If successful bidder in
yes, kindly provide details. consultation with the
5. Kindly provide the expected number purchaser.
of approval workflows and service
catalog items to be configured.
25. Page No. 77, & 84 IT Asset Management (ITAM) 1. Kindly clarify no of Assets to be ITAM Tool for approx. 1500
And ANNEXURE- Specifications configured with breakup of type of assets including hardware
13 (5) Asset Management Assets like desktop, laptop, printer, and all software licenses may
10.3 Compliance matrix server, network etc. be considered.
 [Link] clarify whether software
license reconciliation is limited to
Microsoft products or extends to all
commercial software.
26. Page No. 87 and EDR -Specification 1. Kindly provide the total number of As per RFP.
ANNEXURE-13 Compliance matrix endpoints requiring EDR licensing. 300 EDR licenses are for
10.4 2. Kindly confirm whether EDR endpoints only.
licenses are required for servers in Only EDR platform
addition to user endpoints. management is under scope of
3. Kindly clarify whether 24×7 SOC this RFP.
monitoring is included in the bidder's No.
scope or only EDR platform As per RFP.
management.
4. Kindly clarify whether SIEM
integration is required. If yes, kindly
provide the existing SIEM OEM and
version.
5. Kindly confirm whether
Vulnerability Assessment and Patch
Management are part of the EDR scope
or shall be handled independently.
27. BOQ Agency Admin Charges over Request to include calculation of No Change as per RFP, bidder
1.01 manpower Supply ( to be absolute value in numbers after need to quote the relevant
quoted in %) insertion of Agency Admin Charges in
charges in percentage terms
%. only.
28. Page No. 80 and Server technical compliance Request to confirm the actual usage of
The servers proposed to be
ANNEXURE-13 Matrix server to be procured and whether any
procured under this RFP are
10.1 application other than ITSM and ITAM
intended to be utilized for on
is to be installed on these servers.
premise hosting of
ITAM/ITSM, EDR and tally
ERP.9 financial accounting
software in use in ITPO.
29. 10.2 Service Desk The proposed solution should Request you to modify the clause as Refer Corrigendum-I
Management be aligned with ITIL "The proposed solution should be
 Compliance matrix framework principles and aligned with ITIL framework principles
Point No- 10 certified with ITIL4 with and certified with ITIL4/ITSM with
Page No- 83 minimum 12 practices like minimum 12 practices like Monitoring
Monitoring & Event & Event Management, Incident
Management, Incident Management, Service Request
Management, Service Management, Problem Management,
Request Management, Service Level Management, Change
Problem Management, Enablement, Release Management,
Service Level Management, Knowledge Management. (a
Capacity & Performance documentary proof of the same should
Management, Availability be provided at the time of bidding)."
Management, Change
Enablement, Release Justification: It is requested to modify
Management, this clause to accept ITIL 4 or
Knowledge Management, equivalent ITSM certifications, as both
Measurement & Reporting validate adherence to ITIL-aligned
Management, IT Asset service management processes but
Management. (a documentary may be issued by different recognized
proof of the certification bodies. Restricting the
same should be provided at requirement to a specific certification
the time of bidding). unnecessarily limits participation
despite equivalent compliance with
ITIL best practices. A generic
certification requirement will ensure
fair competition while maintaining the
intended functional and process
compliance."
30. 10.2 ServiceDesk The proposed ITSM solution We request you to Modify this OEM Refer Corrigendum-I
Management must comply with the specific clause as:
Compliance matrix following standards: CIS "The proposed ITSM solution must
Point No- 4 certification, ISO 27034-1 for comply with the following standards:
Page No- 82 application security, ISO CIS certification, ISO 27034-1 for
15408 and IEC 62443-4- application security, ISO 15408 or IEC
1:2018, ISO 27001:2022 for 62443-4-1:2018 or ISO 27001:2022 for
 information security information security management,
management, GDPR and GDPR or POPIA for data privacy, and
POPIA for data SOC 2 Type 2 or higher for service
privacy, and SOC 2 Type 2 for organization controls. This ensures
service organization controls. robust security, regulatory compliance,
This ensures robust security, and comprehensive data protection
regulatory compliance, and across all managed network
comprehensive data operations. Valid supporting
protection across all managed Certificate documents must be
network operations. Valid submitted with the bid"
supporting Certificate
documents must be Justification: The existing clause
submitted with the bid. appears to be restrictive and may limit
competition among technically
qualified OEMs. It is requested to
kindly modify the clause to promote
fair and competitive bidding while
ensuring compliance with the
functional requirements.
31. 10.3 Asset The proposed solution should Request you to modify the OEM Refer Corrigendum - I
Management have in built remote desktop Specific clause as -
Compliance matrix capability for technicians to "The proposed solution should have in
Point No-16 take remote control of for built remote desktop capability for
Page No- 86 troubleshooting. Remote technicians to take remote control of
desktop should also support for troubleshooting. "
audio & video calling and file
sharing Justification:
It is requested to remove the audio and
video calling requirement from this
clause, as these are
communication/collaboration features
and are not essential for remote
desktop-based troubleshooting. The
remote desktop capability with secure
 remote access is sufficient to meet the
intended operational requirement, and
retaining audio/video calling
unnecessarily restricts broader OEM
participation.
32. Page no 9 1. 1.3 Purpose of this Please define the scope Refer Corrigendum-1
Introduction RFP:\Passive Network
Infrastructure Support
33. Page No. 16 15.1 Valid kindly include ISO 14001:2015 Refer Corrigendum-1
Technical Certifications (Environmental Management Systems)
Evaluation Matrix: Possession of valid and ISO 10002:2018 (Quality
certifications: Management – Customer Satisfaction
a) ISO 9001:2015 and Complaint Handling) as eligible
b) ISO/IEC 20000-1:2018 certifications under the Technical
c) ISO/IEC 27001:2022 Evaluation Matrix. The evaluation
d) ISO 22301:2019 criteria may be revised to award marks
e) ISO/IEC 27701:2019 based on possession of any five or more
• 3 to 4 certifications – 5 of the listed certifications.
Marks ISO 14001:2015 demonstrates an
• All 5 certifications – 10 organization's commitment to
Marks environmental sustainability,
regulatory compliance, and responsible
operational practices. ISO 10002:2018
reflects a mature customer complaint
handling and continuous improvement
framework, which is directly relevant to
delivering high-quality managed IT
services and ensuring customer
satisfaction. Including these globally
recognized certifications will encourage
broader participation from qualified
bidders while promoting best practices
in service delivery, governance,
environmental responsibility, and
 customer-centric operations without
compromising the technical quality of
the procurement.

34. Page no 16 2.0 Average Annual Turnover Requested Amendment: Refer Corrigendum-1
Average annual during last Average Annual Turnover during the
turnover three financial years out of last three financial years only, i.e., FY
last five financial years i.e. 2024-25, 2023-24 & 2022-23:
F.Y., 2024-25, ₹25 Crore to less than ₹50 Crore – 5
2023-24, 2022-23, 2021-22 Marks
& 2020-21 ₹50 Crore and above – 15 Marks
• ₹25 Crore to less than ₹50 Considering that audited financial
Crore – 5 Marks statements for the latest financial years
• ₹50 Crore and above – 15 are available, evaluating bidders based
Marks on the most recent three consecutive
financial years provides a fair and
accurate assessment of their current
financial capability while ensuring
uniformity and ease of evaluation.

35. Page No. 17 15.1 Availability of Certified Request you to please allow JNCIA and Refer Corrigendum-1
Technical Networking Professionals on JNCIS certifications
Evaluation Matrix: Direct Payroll (for at least one
year prior to bid submission) Please amend this clause "Availability
Certification Minimum of Certified Networking Professionals
Number of Resources CCNA on Direct Payroll (for at least one year
(Cisco Certified Network prior to bid submission) Certification
Associate) 50 Minimum Number of Resources CCNA
CCNP (Cisco Certified (Cisco Certified Network Associate) 30
Network and JNCIA 20
Professional) 10 CCNP (Cisco Certified Network
CCIE (Cisco Certified Professional) 6 and JNCIS 4
Internetwork Expert) 1 CCIE (Cisco Certified Internetwork
 Expert) 1"

36. Page no 23 25.5 Penalty/Liquidated Damages We request to kindly include a No Change. As per RFP.
General Terms Clause maximum cap on the cumulative
penalties/Liquidated Damages under
the contract, limited to 10% of the total
Contract Value. Once the cumulative
penalty reaches the prescribed cap, no
further penalties may be levied under
the contract.

Capping the cumulative penalty at 10%

of the Contract Value is a widely
accepted practice in Government and
PSU contracts and helps ensure that
the risk allocation remains reasonable
and commercially viable. It prevents
disproportionate financial exposure
while maintaining the vendor's
accountability for timely and quality
performance. This amendment will
encourage broader bidder participation
and foster a fair and competitive
procurement process.

37. Page No 23 24. We request the Purchaser to kindly Refer Corrigendum-1

PERFORMANCE Within Seven (7) working days allow submission of the Performance
BANK GURANTEE of signing of the contract Bank Guarantee (PBG) within 25-30
(PBG) agreement, PBG amounting working days from the date of issuance
to 5% of of the confirmed Purchase
the total work order value will Order/Letter of Award (LoA) instead of
be deposited by the linking it to the Contract Agreement.
successful bidder in the form Alternatively, the timeline may
 of Bank commence from the date of the
Guarantee issued from a confirmed Purchase Order or Work
nationalized bank in favour of Order.
India Trade Promotion
Organisation,
New Delhi. Issuance of a Performance Bank
Guarantee involves multiple internal
approval processes, preparation of BG
documentation, execution of required
documents, and verification by the
issuing bank. In practice, banks
generally require 20–25 working days
to complete these formalities before
issuing the PBG. Extending the
submission timeline to 20–25 working
days from the date of the confirmed
Purchase Order/LoA is a standard and
practical approach that will not impact
the project schedule while ensuring
timely compliance by the successful
bidder.

38. Page No 24 25.5 Monthly wages statement We request to kindly reconsider the No Change
General along with undertaking from penalty clause by reducing the penalty
Terms\Point no 4 the vendor with regards to amount or remove it. In cases where
compliance of salary processing is delayed due to late
the applicable Minimum receipt of attendance records,
Wages Act has to be timesheets, or deployment
submitted by the vendor. The confirmations from the Purchaser or its
same should be duly signed authorized representatives, such
by the HR-Head/ Company delays should not attract any penalty.
Secretary of the company. Alternatively, a reasonable grace period
Non- payment of monthly of 5–7 working days may be provided
wages to the resources before imposing any penalty.
 deployed by the date as
prescribed above
shall attract a penalty of Rs. Salary processing is dependent on
50,000/- per such reported timely receipt of attendance and
instance. related records from the Purchaser.
Delays in providing attendance data
are beyond the vendor's control and
may impact timely salary
disbursement. Imposing a fixed penalty
in such circumstances is not equitable.
The requested modification will ensure
fair implementation of the contract
while maintaining compliance with
applicable labour

39. Page No 64 19.7 We request to kindly permit the No Change

Statutory The bidder shall comply with successful bidder to submit the
Compliance all applicable Labour laws statutory compliance documents (such
and statutory requirements, as EPF, ESI, wage register, challans,
including but and other applicable labour law
not limited to: compliance records) for the preceding
• Minimum Wages Act month (N-1) along with the monthly
• EPF Act invoice/billing for the current month.
• ESI Act Statutory compliance documents such
• Payment of Bonus Act as EPF/ESI challans, wage registers,
• Payment of Gratuity Act and related returns are generated only
• Shops & Establishment Act after completion of the wage cycle and
• Contract Labour (Regulation subsequent statutory filings.
& Abolition) Act Consequently, the compliance records
• Any other applicable Central for the current billing month are
or State Government generally not available at the time of
regulations invoice submission. Submission of N-1
month compliance documents is a
standard industry and Government
 contracting practice, enabling the
Purchaser to verify statutory
compliance while ensuring timely
processing of monthly invoices without
affecting compliance obligations.

40. Page no 92, 10.4 The solution should provide Requested Amendment: Refer Corrigendum - I
EDR -Specification Multiple Device Support, USB The solution should provide Multiple
Compliance matrix Device Device Support, USB Device
Access Control, block auto- Access Control, block auto-run on
run on USB, allow programs USB, allow programs to execute
to execute on restricted USB devices, offline
on restricted USB devices, support and Monitoring,
offline support and Workstations, control and regulate the
Monitoring, use of printers, network shares,
Workstations, control and PCMCIA devices etc.
regulate the use of printers, Web camera control is not a standard
web capability available across all leading
cameras, network shares, EDR/XDR platforms. Retaining this
PCMCIA devices etc. requirement may unnecessarily
restrict competition by limiting
participation to a few vendors.
Removing the web camera control
requirement will encourage wider OEM
participation while ensuring that the
core EDR security objectives remain
fully addressed.

41. Page no 93 [Link] Consumables Kindly delete this clause from the Refer Corrigendum-1
ANNEXURE-14: (Toner, Ink, Drum Units, tender.
Minimum Buffer Maintenance Kits, etc.) This tender is for Comprehensive
Stock to be Minimum 10% of installed Annual Maintenance Contract (AMC)
Maintained by the printer services and not for printer
Service Provider consumable supply or rate contract.
 base for each make/model Printer consumables such as toner
cartridges, ink, drum units, and
maintenance kits are consumable
items with varying consumption
patterns depending on actual usage.
Mandating bidders to maintain a fixed
buffer stock of 10% for each
make/model significantly increases
inventory carrying costs. Consumables
should be supplied based on actual
requirements through the defined
procurement/replacement process
rather than by maintaining mandatory
buffer stock. Therefore, this clause may
kindly be removed to ensure fair
competition without affecting the
quality of AMC services.

42. Bank details The Bank Details section Since government organizations As per RFP
mentions the Type of generally maintain Current
Account as "Savings" for the Accounts for official transactions, we
following account: kindly request you to confirm whether
Beneficiary: India Trade the account type mentioned
Promotion Organisation as "Savings" is correct or if it should
(ITPO) be "Current".
Bank: Central Bank of India We would appreciate your confirmation
Account No.: 1167404133 at the earliest to ensure the accuracy of
IFSC: CBIN0284078 our bid documentation and payment
details.

43. Page No15 & 12. F The bidder should have an Bidder needs to provide undertaking to No Change
ELIGIBILITY office in operation in Delhi open the office within 30 days in
CRITERIA with service/ repair centers, Delhi/NCR region from the date of
with
 services engineers etc. award of the contract.
Supporting document
including undertaking to the
above effect
duly signed by Chairman/
Company Secretary of the
company to be submitted
along
with the technical bid.

44. Page No. 15 & h) The bidder should be an Please confirm if a bidder may propose As per RFP, ITSM and ITAM
12(h) - authorized Managed Security different OEMs for ITSM and ITAM OEMs may be separate
ELIGIBILITY Service Provider respectively (i.e., need not be a single entities, valid authorization
CRITERIA (MSSP)/Managed Service OEM), and whether partnership letter, partner certificate, or
Provider partner of the certificates for both are required at the OEM-issued confirmation
proposed ITSM/ITAM technical-bid stage itself. required for both solutions.
solution OEM. A valid
authorization letter, partner
certificate, or OEM-issued
confirmation, valid on the
date of bid submission, shall
be submitted along with the
technical bid.

45. Page No. 17 & Execution of at least one Please clarify whether IT FMS Refer Corrigendum - I
15.1,Technical similar manpower manpower experience with Public
Evaluation Matrix deployment project Listed Companies / large private-
Sr No.4 during the last 5 years. sector enterprises is acceptable.
• Project value from ₹3 Crore Please clarify whether this must be the
to less than ₹7 Crore – 5 same reference project cited under
Marks Clause 12(c) (FMS/CAMC/network-
• Project value from ₹7 Crore NOC), or an independent manpower-
to ₹10 Crore – 15 Marks supply contract, and whether IT FMS
 manpower contracts alone qualify.

46. Page No. 17 and Experience in deployment of The highest scoring band (≥3,000 Refer corrigendum-1
15.1 Technical ITSM and ITAM tools under a assets) awards only 10 marks against a
Evaluation Matrix single order stated column maximum of 15 marks.
Sr No.6 in Central/State Government Please clarify the marks applicable for
Departments, PSUs, the top band, or correct the matrix.
Autonomous
Bodies, Listed Companies,
etc., during the last 3 years.
• 1,000 to less than 1,500
assets –5 Marks
• 1,500 to less than 3,000
assets –7 Marks
• 3,000 and above assets – 10
Marks
Maximum Marks = 15 marks

47. Page No. 14 & The bidder should have Kindly confirm whether experience Refer Corrigendum-1
12.(c) - atleast satisfactorily with Public Listed Companies / large
ELIGIBILITY completed one similar work of private-sector enterprises is also
CRITERIA I.T. FMS & CAMC or FMS acceptable.
services for network/ NOC Kindly confirm whether experience
management of volume not with Public Listed Companies / large
less than Rs.3.00 Crore private-sector enterprises (referenced
(Rupees three Crore) in a later in Sec. 15.1, Sl.3) is also
single order in last five years acceptable for Clause 12(c), or whether
ending the last date of Govt./PSU experience is mandatory
submission of bids for any only at the PQ stage.
Government/Semi Govt./
PSUs/Other Govt.
departments. The bidder will
submit the copies of relevant
work orders for ongoing
 works and both work orders
& work completion
certificate(s) in case of
completed works. Please
provide supporting document
such as copy of the contract
etc. in case the Purchase
Order does not specifically
define the required similar
work.

48. Details of IT Details of IT Infrastructure We request the Purchaser to kindly As per RFP.
Infrastructure, clarify the warranty requirements for
Page No.70-73 items included in the Bill of Materials
that are not covered by a standard
back-to-back warranty from their
respective OEMs.

And

Kindly provide the asset numbers for

all the IT infrastructure items covered
under the scope of work
49. Page No. 14 & The bidder should have As per the Scope of Work mentioned in No Change
Clause 12. atleast satisfactorily the RFP, the MSP is required to provide
ELIGIBILITY completed one similar work of various IT infrastructure services,
CRITERIA-C I.T. FMS& CAMC or FMS including but not limited to:
services for network/ NOC End User Computing
management of volume not Network Infrastructure
less thanRs.3.00 Crore Data Centre Infrastructure
(Rupees three Crore) in a Security Infrastructure
single order in last five years Enterprise Platforms
ending the last date of Other related IT infrastructure services
 submission of bids for any However, the definition of “similar
Government/Semi Govt./ work” mentioned in the RFP appears to
PSUs/Other Govt. be limited to IT FMS & CAMC or FMS
departments. The bidder will services for Network/NOC
submit the copies of relevant Management only. The scope of the
work orders for ongoing RFP is much broader and includes
works and both work orders maintenance, management, and
& work completion support of DC/DR equipment, security
certificate(s) in case of infrastructure, enterprise platforms,
completed works. Please end-user infrastructure, and other IT
provide supporting document assets.
such as copy of the contract Therefore, we request you to kindly
etc. in case the Purchase review the existing definition of similar
Order does not specifically work and revise the same in alignment
define the required similar with the complete Scope of Work of the
work. RFP. The revised definition may
include IT FMS, CAMC/AMC for
DC/DR Infrastructure Management
includes Network/NOC Management,
Security Infrastructure Management,
End User Computing, and Enterprise
IT Infrastructure Managed Services.
50. Page No. 15 & The bidder must possess The requirement of ISO 9001, ISO Refer Corrigendum-1
Clause 12. valid certifications for ISO 20000-1, and ISO 27001 certifications
ELIGIBILITY 9001:2015 (QMS), is generally included in RFPs to assess
CRITERIA-G ISO/IEC20000-1:2018 the bidder’s capability in quality
(ITSMS), and ISO/IEC management, IT service management,
27001:2022 (ISMS) issued by information security, and policy
an accredited certification compliance. These certifications
body and valid as on the bid ensure participation from competent
submission date. Copies of and quality-oriented bidders, enabling
the relevant certificates to be the organization to receive services in
provided along with the line with industry best practices.
technical bid. In this regard, we request you to kindly
 include CMMI Level 3/5 certification as
an additional quality benchmark for
bidders. CMMI certification reflects the
maturity of an organization’s
processes, service delivery capability,
and commitment to continuous
improvement. Its authenticity can also
be verified through the official CMMI
portal:
[Link]
51. Page No. 15 & The bidder must deposit Sir, Refer Corrigendum-1
Clause 12. Earnest Money Deposit (EMD) As per the Ministry of Finance,
ELIGIBILITY of Rs.6,00,000/- (Rupees Six Department of Expenditure notification
CRITERIA-K Lakh Only) through online No. F.1/1/2022-PPD dated 2nd
mode in favour of “India Trade February 2022, submission of EMD
Promotion Organisation” and Performance Bank Guarantee
payable at New Delhi as per (PBG) in the form of Insurance Surety
the details given in next Bonds is permitted.
clause. Further, the GeM General Terms and
Conditions, GeM 4.0, Version 1.29
dated 25th March 2026, also provide
that both Bid Security/EMD and
Performance Security/Security Deposit
may be accepted in the form of
Insurance Surety Bonds.
In view of the above, we request you to
kindly allow submission of EMD and
PBG in the form of Insurance Surety
Bonds in the subject RFP/Bid.
52. Page No. 16 & Valid Certifications: As per our query sr. no. 2 we request Refer Corrigendum-1
Clause 15.1 Possession of valid you to kindly includes the CMMI Level
Technical certifications: 3/5 and redefine the Technical
Evaluation Matrix: a) ISO 9001:2015 Evaluation Matrix as:
Sr. no.1 b) ISO/IEC 20000-1:2018 Valid Certifications:
 c) ISO/IEC 27001:2022 Possession of valid certifications:
d) ISO 22301:2019 a) ISO 9001:2015
e) ISO/IEC 27701:2019 b) ISO/IEC 20000-1:2018
• 3 to 4 certifications – 5 c) ISO/IEC 27001:2022
Marks d) ISO 22301:2019
• All 5 certifications – 10 e) ISO/IEC 27701:2019
Marks f) CMMI Level 3/5
• all ISO certifications along with CMMI
Level 3 – 5 Marks
• all ISO certifications along with CMMI
Level 5 – 10 Marks
53. Page No. 17, & Experience in ITSM & ITAM Sir, request to amend the clause as: Refer Corrigendum-I
Clause 15.1 Tool Deployment: Experience in ITSM & ITAM Tool
Technical Experience in deployment of Deployment:
Evaluation Matrix: ITSM and ITAM tools under a Experience in deployment of ITSM
Sr. no.6 single order in Central/State and/or ITAM tools under a single order
Government Departments, in Central/State Government
PSUs, Autonomous Bodies, Departments, PSUs, Autonomous
Listed Companies, etc., Bodies, Listed Companies, etc.,
during the last 3 years. during the last 3 years.
• 1,000 to less than 1,500 • 1,000 to less than 1,500 assets –5
assets –5 Marks Marks
• 1,500 to less than 3,000 • 1,500 to less than 3,000 assets –7
assets –7 Marks Marks
• 3,000 and above assets – • 3,000 and above assets – 10Marks
10Marks
54. Page No. 17 & Availability of Certified Sir, as per my query sr. no. 1 we Refer Corrigendum-1
Clause 15.1 Networking Professionals on request you to kindly include the
Technical Direct following professional certificates:
Evaluation Matrix: Payroll (for atleast one year PMP, ITIL, and revise the table as.
Sr. no.7 prior to bid submission).
55. PAGE No. 93 & Printer Consumables (Toner, Printer consumables such as toner, Refer Corrigendum-1
ANNEXURE-14, sr. Ink, Drum Units, ink, drum units, maintenance kits,
no. 7 Maintenance Kits, etc.) etc., are usage-based items and their
Minimum 10% of installed consumption depends on actual print
printer base for each volume, user behavior, printer age, and
make/model operational requirements. Maintaining
a mandatory minimum stock of 10% of
the installed printer base for each
make/model may lead to unnecessary
inventory holding,
expiry/obsolescence, and additional
cost burden, especially where multiple
printer makes and models are
installed.
Further, consumables are generally
not part of standard AMC/FMS
support unless specifically covered
under a managed print services model
or cost-per-page arrangement.
Therefore, including such
consumables under the present scope
may create ambiguity in pricing and
service responsibility.
Accordingly, we request you to kindly
exclude printer consumables from the
scope/terms. This will ensure fair
pricing, transparency, and avoid
unnecessary cost loading in the bid.

56. Page No. 72 & Back-to-back OEM support If the bidder is required to arrange Refer Corrigendum-I
SERVERS & SAN commitment. back-to-back OEM support for the
existing infrastructure, kindly provide
Sr. Servers Qty. Status the serial numbers of all such assets to
No. & LAN enable the respective OEMs to validate
 1 HP Expire support eligibility and provide the
BL460c 4 d required support quotations.
Gen8 Kindly confirm whether the bidder is
with HP required to obtain a Manufacturer's
BLc700 Authorization Form (MAF) or OEM
0 support authorization from the
CTO3IN respective OEMs for these critical
2 Power 1 Expire assets.
Edge26 d Kindly confirm whether the bidder is
00 required to obtain a Manufacturer's
8 NAS- 1 Expire Authorization Form (MAF) or OEM
NETGE d support authorization from the
AR respective OEMs for these critical
Total 6 assets.
In the absence of an active OEM
support contract, kindly clarify how the
bidder is expected to obtain and deploy
firmware updates, security patches,
and software updates for the existing
devices, as such updates are generally
available only through a valid OEM
support entitlement.
Kindly clarify the existing deployment
environment, including the operating
system, database, and virtualization
platform in use. Additionally, please
confirm whether the licenses and
support for the operating system,
database, and virtualization platform
are within the bidder's scope or will be
provided by ITPO.
57. Page No. 72 & Back-to-back OEM support In case the bidder is required to Refer Corrigendum - I
Video commitment arrange back-to-back OEM support for
Conferencing the existing infrastructure, kindly
 Sr. Video Qty. provide the serial numbers of all such
No. assets to enable the respective OEMs to
VC Setup People validate the support eligibility and
202
1 issue quotations.
Link (TV-98"- 1 7
R98S), (OPS- Kindly confirm whether the bidder is
WNI- required to obtain a Manufacturer's
10PRO,8GB,25 Authorization Form (MAF) or OEM
0GB, i5, GPU- support for these critical assets. If so,
INTEL HD4600- please clarify how the bidder is
113MB), expected to obtain and apply firmware
(CONTROLLER- updates, security patches, and
HYBRID-QTY- software updates for devices that are
1), (SPEAKER currently out of OEM
CUM MIKE- warranty/support, as such updates
DELEGATE/CH are generally available only through an
AIRMANUNIT- active OEM support contract
PPUWRDMU,
QTY-10),
(CAMERA 4K
ELITEPRIMIUM
20X)
58. General Query As per the RFP, the contract Kindly provide the tentative Contract commencement
start date has not been commencement date of the contract, handing over/taking over
specified. along with the planned schedule for the schedule shall be
handover and takeover activities. communicated to the
Kindly specify the timelines allocated successful bidder in due
for the handover and takeover process, course.
including the duration to be provided
to the incoming bidder for knowledge
transfer, transition, and assumption of
operational responsibilities.
59. Page No. 70 & As per given List of AMC item, Reference: Pre-Bid Meeting held on 15 As per RFP
DETAILS OF I.T. item which are expire, there’s July 2026
no serial number are given During the pre-bid meeting, it was
 INFRASTRUCTUR and a there’s no description of informed that certain line items are out
E end date of support of warranty/end-of-support, and the
bidder will be responsible for the
support arrangement.
In this regard, we kindly request
clarification on the following:
If the OEM support and warranty for
these devices have already expired,
how is the bidder expected to obtain
and apply firmware updates, security
patches, and software updates, which
are generally available only through a
valid OEM support contract? Kindly
clarify whether ITPO will arrange the
necessary OEM support/renewal for
such devices or provide access to the
required updates.

60. Page No. 63 & 19.4 Normal Business Support Reference: Page No. 66, Point 20(n) As per RFP
Service Window Monday to Sunday as per As per the RFP, ITPO is a Government
approved duty roasters. of India Enterprise and follows a five-
09:00 AM to 06:30 PM day working week (Monday to Friday)
from 10:00 AM to 6:00 PM.
In this regard, we kindly request
clarification on the following:
Service Window: Kindly confirm the
expected service support window (e.g.,
10:00 AM–6:00 PM on working days,
24×7, or any other schedule).
Day-One Resource Deployment: It has
been communicated during the
discussions that all 19 resources may
not be required from Day One. Kindly
confirm the minimum manpower
 required for deployment on Day One.
Payment for Additional Resources: If
only a part of the total manpower is
required initially, kindly clarify how the
payment for the remaining resources
will be handled. Will the payment be
made only upon their deployment, or is
the bidder required to deploy and price
all resources from the contract start
date?
Timeline for Additional Resource
Deployment: In case only the minimum
manpower is required from Day One,
kindly specify the notice period that
will be provided to the bidder for
deploying the remaining/additional
resources when requested by ITPO.

61. Page No. 63 & BOQ Pre-requisite Please clarify whether the prerequisite The bidder shall quote for a
Hardware/Software/Databas hardware, software, database licenses, complete, end-to-end solution.
e/OS/Virtualization for new virtualization platform, and other Unless specifically stated
solution of EDR & ITSM Tool supporting infrastructure required for otherwise in the bid
deploying the proposed solution are to document, all prerequisite
be factored into the bidder's scope and hardware, software, operating
pricing, or will be provided by ITPO. system, database licenses,
virtualization platform,
middleware, third-party
software/components,
networking components, and
any other supporting
infrastructure required for
successful installation,
integration, testing,
 commissioning, operation,
and maintenance of the
proposed solution shall be
deemed to be within the scope
of the bidder. Accordingly, the
bidder shall factor the cost of
all such requirements into the
quoted price. No additional
payment shall be admissible
on this account.
62. Page No. 73 & BOQ The above list is tentative and Please clarify whether, in the event of Any increase in the number of
the comprehensive AMC shall an increase in the number of assets, assets beyond the quantities
also include other IT the cost of the additional assets will be specified in the bid document
peripherals part of ITPO’s IT paid separately by ITPO or will be borne shall be governed by the
asset list. by the bidder. relevant provisions of the
bid/contract relating to
additional quantities/repeat
orders/amendments.
Payment for such additional
assets/services, if approved by
ITPO, shall be made
separately in accordance with
the applicable contractual
rates and terms. No change in
the rates quoted by the bidder
shall be permissible unless
specifically provided for in the
contract.
63. Page No- 83 & 10.2 The proposed solution should Request you to modify the clause as Refer Corrigendum -I
ServiceDesk be aligned with ITIL "The proposed solution should be
Management framework principles and aligned with ITIL framework principles
Compliance matrix certified with ITIL4 with and certified with ITIL4/ITSM with
minimum 12 practices like minimum 12 practices like Monitoring
Monitoring & Event & Event Management, Incident
 Management, Incident Management, Service Request
Management, Service Management, Problem Management,
Request Management, Service Level Management, Change
Problem Management, Enablement, Release Management,
Service Level Management, Knowledge Management. (a
Capacity & Performance documentary proof of the same should
Management, Availability be provided at the time of bidding)."
Management, Change
Enablement, Release Justification: It is requested to modify
Management, this clause to accept ITIL 4 or
Knowledge Management, equivalent ITSM certifications, as both
Measurement & Reporting validate adherence to ITIL-aligned
Management, IT Asset service management processes but
Management. (a documentary may be issued by different recognized
proof of the certification bodies. Restricting the
same should be provided at requirement to a specific certification
the time of bidding). unnecessarily limits participation
despite equivalent compliance with
ITIL best practices. A generic
certification requirement will ensure
fair competition while maintaining the
intended functional and process
compliance."
64. Page No- 82 & 10.2 The proposed ITSM solution We request you to Modify this OEM Refer Corrigendum - I
ServiceDesk must comply with the specific clause as:
Management following standards: CIS "The proposed ITSM solution must
Compliance matrix certification, ISO 27034-1 for comply with the following standards:
application security, ISO CIS certification, ISO 27034-1 for
15408 and IEC 62443-4- application security, ISO 15408 or IEC
1:2018, ISO 27001:2022 for 62443-4-1:2018 or ISO 27001:2022 for
information security information security management,
management, GDPR and GDPR or POPIA for data privacy, and
POPIA for data privacy, and SOC 2 Type 2 or higher for service
SOC 2 Type 2 for service organization controls. This ensures
 organization controls. This robust security, regulatory compliance,
ensures robust security, and comprehensive data protection
regulatory compliance, and across all managed network
comprehensive data operations. Valid supporting
protection across all managed Certificate documents must be
network operations. Valid submitted with the bid"
supporting Certificate Justification: The existing clause
documents must be appears to be restrictive and may limit
submitted with the bid. competition among technically
qualified OEMs. It is requested to
kindly modify the clause to promote
fair and competitive bidding while
ensuring compliance with the
functional requirements.
65. Page No- 86 & 10.3 The proposed solution should Request you to modify the OEM Refer Corrigendum-I
Asset Management have in built remote desktop Specific clause as -
Compliance matrix capability for technicians to "The proposed solution should have in
take remote control of for built remote desktop capability for
troubleshooting. Remote technicians to take remote control of
desktop should also support for troubleshooting. "
audio & video calling and file Justification:
sharing It is requested to remove the audio and
video calling requirement from this
clause, as these are
communication/collaboration features
and are not essential for remote
desktop-based troubleshooting. The
remote desktop capability with secure
remote access is sufficient to meet the
intended operational requirement, and
retaining audio/video calling
unnecessarily restricts broader OEM
participation.
66. Page no. 87 & 10.4 Solution should have these Please confirm do we need to propose The proposed solution shall
Point 8 capabilities with a single sandboxing as a part of this RFP. support integrated/custom
unified agent- Machine sandboxing capabilities as
learning(pre-execution and specified in the technical
runtime), Behavioral analysis specifications. The
(against scripts, injection, sandboxing capability may be
ransomware, memory, and provided either as an
browser attacks),In-memory embedded feature of the
analysis for identification of offered solution or through
fileless malware, malware seamless integration with the
variants protection, Census OEM's sandboxing solution
check, Web reputation, (cloud based). A separate
Exploit prevention (host standalone sandbox appliance
firewall, exploit or product is not required on
protection),Command and premise.
control (C&C) blocking, Data
loss prevention (DLP),Device
and application control,
Ransomware rollback,
support integrated custom
Sandboxing capabilities.
67. Page no. 87 & 10.4, Solution must have Request to please modify as suggested Refer Corrigendum - I
Point 15 CPU/memory (physical or below,
virtual) usage performance Solution must have CPU/memory
control during scanning: (physical or virtual) usage performance
a) Checks the CPU usage level control during scanning:
configured on the Web a) Checks the CPU usage level
console and the actual CPU configured on the Web console and the
consumption on the actual CPU consumption on the
computer computer
b) Adjusts the scanning b) The CPU usage level is High, Medium
speed. or Low
c) The CPU usage level is c) Actual CPU consumption exceeds a
High, Medium or Low
 d) Actual CPU consumption certain threshold
exceeds a certain threshold

68. Page no. 88 & 10.4 Must provide File reputation Request to please modify as suggested Refer Corrigendum - I
Point 23 service below,
a) Must be able to check the Must provide File reputation service,
reputation of the files hosted for the downloaded file from
in the internet a) the internet
b) Must be able check the b) the webmail attachments
reputation of the files in c) or the files residing in the computer
webmail attachments
c) Must be able to check the
reputation of files residing in
the computer

69. Page no. 88 & 10.4 Should have a feature similar Request to please modify as suggested No Change.
Point 39 to Firewall Outbreak Monitor below,
which sends a customized
alert message to specified The solution should have a host-based
recipients when log counts firewall that filters all incoming and
from customer IPS, customer outgoing traffic and allow creating
firewall, and/or network virus rules to filter connections by
logs exceed certain application, IP address, port number,
thresholds, signaling a or protocol, and then apply the rules to
possible attack. different groups of users

Justification: This point is relevant for

network security solution which are
not in the scope of endpoint security
solution. Hence requesting the change
mentioned above.
70. Page 14 – Section The bidder should have Kindly amend the clause to read: "IT No change
12 (Eligibility satisfactorily completed one FMS & CAMC or FMS services for
Criteria) 12(c) similar work of IT FMS & Network/NOC Management/Data
 CAMC or FMS services for Center Management" of value not less
Network/NOC Management than ₹3.00 Crore in a single order.
of value not less than ₹3.00
Crore in a single order during
the last five years.

71. Page 15 – Section The bidder should have an Kindly amend the requirement from No change
12 (Eligibility office in operation in Delhi Delhi to Delhi NCR.
Criteria) 12(f) with service/repair centers
and service engineers.

72. Page 17 – Section Execution of at least one Kindly revise the evaluation criteria as No change
15.1 (Technical similar manpower follows: • ₹1 Crore to less than ₹3 Crore
Evaluation Matrix) deployment project during – 5 Marks • ₹3 Crore to ₹5 Crore – 15
Sl. No. 4 – the last 5 years. • ₹3 Crore to Marks
Experience in less than ₹7 Crore – 5 Marks
Similar Projects • ₹7 Crore to ₹10 Crore – 15
(Project Value) Marks

73. Page 17 – Section Experience in deployment of Kindly replace the evaluation criteria No change
15.1 (Technical ITSM & ITAM tools under a based on IT Assets with Cloud
Evaluation Matrix) single order based on the Infrastructure (Virtual Machines) as
Sl. No. 6 – number of assets: • 1,000 to follows: • 50 VMs – 5 Marks • 100 VMs
Experience in less than 1,500 assets – 5 – 7 Marks • 100 VMs and above – 10
ITSM & ITAM Tool Marks • 1,500 to less than Marks
Deployment 3,000 assets – 7 Marks •
3,000 and above assets – 10
Marks

74. Page 17 – Section Documentary proof required Kindly allow submission of an HR No change
15.1 (Technical includes Payroll records, Declaration/Certificate, duly signed by
Evaluation Matrix) certification copies, the HR Head/Authorized
Sl. No. 7 – EPF/ESIC records, employee Signatory/Company Secretary,
Availability of declarations, etc., for confirming that the certified
 Certified professionals on direct payroll networking professionals are on the
Networking for at least one year. bidder's direct payroll for the required
Professionals period.

75. Valid Certifications Possession of valid Certification Criteria (ISO 22301:2019 Refer Corrigendum-1
certifications: a) ISO & ISO/IEC 27701:2019): Request to
Copies of valid ISO 9001:2015 b) make the clause optional
certificates. (For 10 ISO/IEC 20000- The scope of work is primarily centered
marks) 1:2018 c) around FMS operations, ITSM/ITAM
ISO/IEC services, endpoint management,
27001:2022 helpdesk support and deployment of
d) ISO technical manpower. While Galaxy
22301:2019 possesses ISO 9001:2015, ISO 20000-
e) ISO/IEC 1:2018 and ISO 27001:2022
27701:2019 certifications, which adequately
• 3 to 4 certifications – demonstrate quality management, IT
5 Marks service management and information
• All 5 certifications – 10 security capabilities, the additional
Marks requirement of ISO 22301:2019 and
ISO/IEC 27701:2019 may not be
directly relevant to the services
envisaged under the present SOW. We
therefore request the committee to
consider relaxation of these
certifications or award proportionate
marks based on equivalent service
delivery and information security
certifications available with the bidder.

76. Experience in Experience in providing More than 5 years: Request to make No Change
Similar Services, similar services to the clause optional
Central/State Government As most FMS/Managed Services
Copies of Departments, PSUs, Public RFPs/Projects are usually awarded for
purchase/work Listed Companies, a tenure of 2 to 3 years, and further
 orders/contracts Autonomous Bodies etc. • 3 to extension is on a year-to-year basis, we
along with 5 years – 5 Marks• More than request are laxation of this clause as
completion 5 years – 10 Marks optional and give 10 Marks to the
certificates tenure of 3 to 5 years
issued by clients.
(10marks)
77. Manpower Maximum number of Request to change the value of the No change
Deployment manpower number of personnel:
Capacity deployed under a single order As the resource requirement as part of
in the subject bid is approximately 19, we
Copies of Central/State Government would urge you to consider keeping the
purchase/work Departments, PSUs, value range of the number of deployed
orders/contracts Autonomous personnel which is most relevant to the
along with Bodies, etc., during the last 3 RFP, i.e.:
completion years.
certificates issued • 15 to less than 100 5 to 50 Personnel – 5 Marks
by clients. (10 personnel – 50 to 100 Personnel – 10 Marks
marks) 5 Marks
• More than 100 personnel –
10
Marks
78. Availability of Certification Request to change the value of the Refer Corrigendum-1
Certified CCNA number of certified Resources on roll:
Networking (Cisco Certified Network As per the tender document, there is
Professionals on Associate) Minimum Number one Network Administrator
Direct Payroll (for of requirement within a minimum of 5
at least one year Resources - years relevant experience for stated
prior to bid 50 scope of work.
submission) CCNP (Cisco While we do have certified resources on
Certified Network rolls with Galaxy Office Automation,
Payroll records, Professional) Minimum however, we are Requesting for an
certification Number of amendment of 5-10 number of certified
copies, EPF/ESIC Resources - resources, to work as Network
records, 10 Administration based resource
 employee CCIE (Cisco Certified requirement can be catered as per the
declarations. Internetwork RFP’s ask.
Bidders not Expert) Minimum Number of
meeting the Resources -1
prescribed
minimum
requirement shall
be awarded Zero
(0) marks.

(5 marks)
79. ELIGIBILITY The bidder should have Similar Work Experience No Change
CRITERIA, Page atleast satisfactorily The current eligibility criteria considers
No. 14 & Clause 12 completed one similar work of similar work executed only for
(C) I.T. FMS & CAMC or FMS Government, Semi-Government, PSUs,
services for network/ NOC and other Government departments.
management of volume not We respectfully request that similar
less than Rs.3.00 Crore projects successfully executed for
(Rupees three Crore) in a Limited, Public Limited Companies,
single order in last five years Listed Companies, Large Corporate
ending the last date of Enterprises, and reputed Private
submission of bids for any Organizations also be considered,
Government/Semi Govt./ provided the scope and complexity of
PSUs/Other Govt. work are comparable.
departments. The bidder will Many enterprise organizations operate
submit the copies of relevant IT environments equal to or larger than
work orders for ongoing Government establishments.
works and both work orders Experience gained in such
& work completion environments demonstrates equivalent
certificate(s) in case of technical capability and operational
completed works. Please expertise while broadening the pool of
provide supporting document competent bidders.
such as copy of the contract
etc. in case the Purchase
 Order does not specifically
define the required similar
work.

80. Valid The eligibility criteria We therefore request the Authority to Refer Corrigendum-1
Certifications, mandates only ISO either award the full 10 marks to
Possession of valid 9001:2015, ISO/IEC 20000- bidders possessing the three
certifications: • 1:2018, and ISO/IEC mandatory certifications This
ISO 9001:2015• 27001:2022 certifications, amendment will ensure fair
ISO/IEC 20000- which adequately cover competition while maintaining the
1:2018• ISO/IEC Quality Management, IT required technical and quality
27001:2022• ISO Service Management, and standards.
22301:2019• Information Security
ISO/IEC Management relevant to the
27701:2019Scorin scope of work. However, the
g: • 3 to 4 QCBS evaluation awards
certifications – 5 additional marks for ISO
Marks• All 5 22301:2019 and ISO/IEC
certifications – 10 27701:2019, although these
Marks certifications are not part of
(For 10 marks) the mandatory eligibility
criteria and may not have a
direct bearing on the
execution of the proposed
services.
81. Average Annual We respectfully request the No change
Turnover, Authority to revise the
Average annual turnover-based marking
turnover during criteria to Below ₹20 Crore – 5
last three financial Marks, ₹20 Crore to less than
years out of last ₹25 Crore – 10 Marks, and
five financial years ₹25 Crore & above – 15
i.e. F.Y. 2024-25, Marks. The existing threshold
2023-24, 2022-23, of ₹50 Crore for full marks is
 2021-22 & 2020- disproportionately high
21. Scoring: • ₹25 considering the nature and
Crore to less than value of the tender and may
₹50 Crore – 5 restrict participation from
Marks• ₹50 Crore financially sound and
and above – 15 technically competent
Marks (For 15 MSMEs and mid-sized
Marks) System Integrators. The
proposed grading will
promote wider competition
while ensuring that only
financially capable bidders
receive higher technical
scores, thereby achieving a
fair and balanced evaluation.

82. Experience in We respectfully request the Refer Corrigendum-1

Similar Services, Authority to also consider
Experience in similar projects successfully
providing similar executed for Private Limited
services to Companies, Public Limited
Central/State Companies, Listed
Government Companies, Large Corporate
Departments, Enterprises, and other
PSUs, Public reputed Private
Listed Companies, Organizations, as such
Autonomous assignments require
Bodies, etc. comparable technical
Scoring: • 3 to 5 expertise, SLA compliance,
years – 5 Marks• and project management
More than 5 years capabilities. Further, we
– 10 Marks (For request the experience-based
10 marks) scoring be revised to 1 to 3
years – 5 Marks and More
 than 3 years – 10 Marks,
which will encourage wider
participation from technically
competent bidders while
maintaining the desired
quality and competitiveness
of the procurement process.

83. Experience in We respectfully request the Refer Corrigendum-1

Similar Projects Authority to revise the project
(Project Value) value-based scoring criteria
Execution of to ₹1 Crore to less than ₹3
at least one similar Crore – 5 Marks and ₹3 Crore
manpower to ₹5 Crore – 15 Marks. The
deployment project existing thresholds are
during the last 5 relatively high and may
years. Scoring: • exclude several technically
Project value from competent and experienced
₹3 Crore to less bidders who have
than ₹7 Crore – 5 successfully executed similar
Marks• Project manpower deployment
value from ₹7 projects of comparable
Crore to ₹10 Crore complexity. The proposed
– 15 Marks revision will promote wider
participation, enhance
competition, and ensure a fair
evaluation without
compromising the quality or
capability required for
successful project execution.

84. Manpower We respectfully request the Refer Corrigendum-1

Deployment Authority to also consider
Capacity manpower deployment
 Maximum experience under Private
number of Limited Companies, Public
manpower Limited Companies, Listed
deployed under a Companies, Large Corporate
single order in Enterprises, and other
Central/State reputed Private
Government Organizations, as such
Departments, projects involve similar
PSUs, operational complexity and
Autonomous service delivery requirements.
Bodies, etc., Further, considering the
during the last 3 scope and manpower
years. Scoring:• 15 requirement of the present
to less than 100 tender, we request the scoring
personnel – 5 criteria be revised to 5 to less
Marks• More than than 10 personnel – 5 Marks
100 personnel and 10 personnel or more –
10 Marks, or suitably aligned
with the actual project size, to
encourage wider participation
while ensuring fair and
competitive evaluation.

85. Experience in We respectfully request the Refer Corrigendum-1

ITSM & ITAM Tool Authority to revise the asset-
Deployment based scoring criteria to 250
Experience to less than 500 assets – 5
in deployment of Marks, 500 to less than 1,000
ITSM and ITAM assets – 10 Marks, and 1,000
tools under a assets & above – 15 Marks.
single order in The existing thresholds are
Central/State relatively high considering the
Government scope of the present tender
Departments, and may restrict participation
 PSUs, from technically competent
Autonomous bidders with proven
Bodies, Listed ITSM/ITAM implementation
Companies, etc., experience. The proposed
during the last 3 revision will encourage wider
years. Scoring: • competition while ensuring
1,000 to less than that bidders possess
1 adequate experience to
successfully execute the
project.

86. Availability of Minimum Resources Refer Corrigendum-1

Certified Required: • CCNA (Cisco
Networking Certified Network Associate) –
Professionals on 50• CCNP (Cisco Certified
Direct Payroll (for Network Professional) – 10•
at least one year CCIE (Cisco Certified
prior to bid Internetwork Expert) –
submission) 1Bidders not meeting the
prescribed minimum
requirement shall be awarded
Zero (0) marks.
(For 5 marks)
87. Presentation Technical presentation No Change
before the covering methodology, team
Evaluation capability, transition plan,
Committee ITSM/ITAM implementation
approach, service delivery
model, innovation, and Q&A.
(For 20 marks)
88. Annexure-13 / ITSM & ITAM solution to be Kindly confirm whether ITPO will As per RFP
ITSM & ITAM deployed on-premises. permit slight modifications to the
Infrastructure (or proposed server configuration, if
recommended by the OEM of the
 relevant clause) proposed ITSM/ITAM solution, to
ensure optimal sizing, performance
and compatibility of the solution. We
request that OEM-recommended
server specifications be accepted
wherever technically justified.

89. Clause 15.1 – Experience in deployment of The evaluation criterion refers to As per RFP
Experience in ITSM & ITAM tools. 'Experience in deployment of ITSM &
ITSM & ITAM Tool ITAM tools'. Kindly clarify whether the
Deployment term 'deployment' refers only to
implementation/commissioning of the
ITSM/ITAM solution, or whether
projects involving post-implementation
Operations, AMC, Managed Services
and Support of the ITSM/ITAM
solution shall also be considered for
evaluation.

90. Clause 15.1 – Experience criteria. Under the evaluation criteria for Refer Corrigendum-1
Manpower similar services & ITSM and ITAM tool
Deployment deployment, experience of Public Listed
Capacity Companies has been considered.
However, under 'Manpower
Deployment Capacity', only
Government Departments, PSUs and
Autonomous Bodies have been
specified. We request ITPO to also
consider manpower deployment
experience in Public Listed Companies
under this criterion as well. This
amendment would facilitate wider
participation of competent bidders
without compromising the technical
 objectives of the tender.

91. Scope of Work / ITSM, ITAM & EDR Kindly clarify whether implementation, Successful SITC and
ITSM, ITAM & EDR implementation and support. support, upgrades and OEM operations & Management for
coordination for ITSM/ITAM & EDR the entire contract duration
shall be the responsibility of the OEM shall be the responsibility of
or the selected bidder/MSP. the selected bidder or the
MSP.
92. Clause 15.1 – Experience in deployment of We request ITPO to consider Refer Corrigendum-1
Experience in ITSM and ITAM tools under a cumulative experience from multiple
ITSM & ITAM Tool single order in Central/State work orders/projects of similar nature,
Deployment Government Departments, executed during the prescribed period,
PSUs, Autonomous Bodies, instead of restricting the evaluation to
Listed Companies, etc., a single work order. This amendment
during the last 3 years. would facilitate wider participation of
• 1,000 to less than 1,500 competent bidders without
assets – 5 Marks compromising the technical objectives
• 1,500 to less than 3,000 of the tender.
assets – 7 Marks
• 3,000 and above assets – 10
Marks

93. Clause 15.1, Point Valid Certifications: Kindly consider below certificates also Refer Corrigendum-1
No. 1. Possession of valid for technical evaluation criteria. For
certifications: a) ISO maximum allow any 5 valid certificates
9001:2015 b) ISO/IEC ISO 9001:2015
20000-1:2018 c) ISO/IEC ISO 10002:2018
27001:2022 d) ISO ISO 14001:2015
22301:2019 e) ISO/IEC ISO/IEC 20000-1:2018
27701:2019 ISO 37001:2016
ISO/IEC 42001:2023
Documentary Proof Required ISO 45001:2018
Copies of valid ISO ISO/IEC 27001:2022
certificates. • 3 to 4
 certifications – 5 Marks • All 5
certifications – 10 Marks

(For 10 Marks)

Copies of valid ISO

certificates.

94. Cl.4 / Critical Date Pre-Bid Meeting: 15-Jul- QUERY: Will ITPO extend the Bid As per RFP/ Corrigendum
Sheet 2026. Bid Submission End: Submission deadline by minimum 15
25-Jul-2026 — only 10 additional days (to 09-Aug-2026 or
calendar days after pre-bid later)? JUSTIFICATION: Government
for bidders to incorporate procurement best practices
clarifications, finalise OEM recommend minimum 21-day post-
selections, collect MAFs, pre-bid window. 10 days is insufficient
complete 65-row EDR matrix, for a 94-page, multi-OEM, technically
33-row ITSM matrix, and all complex tender.
14 Annexures.

95. Cl.7 — Due Bidder is "deemed to have QUERY: (a) Will ITPO organize a formal As per RFP
Diligence examined all instructions, site visit to Bharat Mandapam for
forms, terms and bidders to inspect the IT infrastructure
specifications." No formal site before bid submission? (b) If no site
visit is notified in the Critical visit, will ITPO provide the COMPLETE
Date Sheet. IT asset register (servers, network
devices, storage, application
landscape) before bid submission?
96. Cl.9 — Clarification requests to be QUERY: (a) What is the last date/time As per RFP
Clarification of submitted via email to for submitting written pre-bid queries?
Bidding computerdiv@[Link]. No (b) Will ITPO publish consolidated
Documents deadline specified for responses to ALL queries on website
submitting written queries before bid submission? (c) What is the
before the pre-bid meeting. committed response timeline?
97. Cl.10 — ITPO may amend the tender QUERY: (a) Will ITPO commit to issuing As per RFP
Amendment of at any time before bid all amendments at least 7 days before
Tender submission. No blackout the bid submission deadline? (b) If
period specified after which amendment is issued less than 7 days
no further amendments shall before deadline, will the deadline be
be issued. automatically extended?
98. Cl.18 — Period of Bids shall remain valid for QUERY: (a) If ITPO requests extension As per RFP
Validity (180 Days) 180 days after last beyond 180 days, will bidders be
submission date (approx. permitted to revise financial bids to
until 21-Jan-2027). Market account for minimum wage revisions
conditions (minimum wages, and OEM price changes occurring in
OEM pricing, GST) can the extended period? (b) Is the 180-day
change materially over this validity firm even if ITPO's evaluation
period. takes longer than expected?
99. Cl.12(c) — Similar Minimum ONE IT FMS & QUERY: (a) Does ₹3 Crore threshold As per RFP/ Corrigendum-1
Work CAMC / FMS / NOC apply to annual value or total contract
management order of value ≥ value? (b) Can two orders from same
₹3.00 Crore (single order) in client (₹1.5 Cr each) be combined to
last 5 years from Govt/Semi- meet ₹3 Crore threshold? (c) Are orders
Govt/PSU. from listed public sector banks or
insurance companies acceptable as
"Govt" experience? (d) Does "similar
work" require both FMS + CAMC
together, or either one independently?
100. Cl.12(d) — Annual Minimum AVERAGE annual QUERY: (a) Is ₹25 Crore based on As per RFP/ Corrigendum-1
Turnover turnover of ₹25 Crore during TOTAL company turnover or IT-
any THREE of last FIVE services-specific turnover only? (b) For
financial years (FY 2020-21 to companies formed through merger, will
2024-25). combined turnover of predecessor
companies be considered? (c) Can a
subsidiary submit parent company's
balance sheet with corporate
guarantee?
101. Cl.12(f) — Delhi Must have an operational QUERY: (a) Does "Delhi" include Delhi Refer Corrigendum-1
Office office in Delhi with NCR (Gurugram, Noida, Faridabad,
service/repair centres and Ghaziabad) where many IT companies
service engineers. are headquartered? (b) Is a registered
branch office with service engineers
sufficient? (c) What constitutes a
"service/repair centre" — is a rented
office with deployed engineers
adequate, or is a physical
workshop/lab mandatory?
102. Cl.12(g) — ISO Mandatory: ISO 9001:2015 + QUERY: (a) Must ALL certifications be As per RFP/ Corrigendum-1
Certifications ISO/IEC 20000-1:2018 + held by the bidder entity itself, or can
ISO/IEC 27001:2022. parent company certifications be relied
Scoring: ISO 22301:2019 + upon? (b) If ISO 22301 or 27701 is
ISO/IEC 27701:2019. currently under renewal audit, will
Certification Body letter confirming
ongoing surveillance audit be accepted
for scoring? (c) What is the minimum
residual validity required on
certificates as of bid submission date?
103. Cl.12(h) — Must be authorised MSSP or QUERY: (a) Must the OEM partnership (a) The bidder shall be an
MSSP/MSP OEM MSP partner of the proposed be at "authorised reseller" level or is authorised
Partner ITSM/ITAM solution OEM. "registered/certified partner" status partner/reseller/service
sufficient? (b) If ITSM OEM does not provider of the proposed
have a formal partner programme, will ITSM/ITAM OEM.
a direct OEM authorization letter be "Registered/Certified Partner"
acceptable? (c) Can the bidder obtain status shall also be
required OEM partnership between acceptable, provided it is
pre-bid and bid submission, provided it recognised by the OEM and
is valid on bid submission date? authorises the bidder to
implement, support, and
maintain the proposed
solution.
 (b) In cases where the
proposed OEM does not have
a formal partner programme, a
direct authorisation letter
from the OEM specifically
authorising the bidder to offer,
implement, and support the
proposed solution shall be
acceptable.

(c) The required OEM

authorisation/partnership
shall be valid as on the bid
submission date. Bidders may
obtain the requisite
authorisation prior to bid
submission and shall submit
documentary evidence along
with the technical bid.
104. Cl.12(i) — Bank Solvency Certificate for QUERY: (a) Is a "Letter of Credit As per RFP
Solvency minimum ₹1 Crore from Worthiness" or "Banker's Reference
Certificate scheduled commercial bank Letter" equivalent to a "Solvency
— not older than 6 months Certificate"? (b) Are private sector
from bid submission date. banks (HDFC, ICICI, Axis, Kotak)
acceptable, or only nationalised/public
sector banks? (c) What is the exact
acceptable format — will ITPO provide
a format template?
105. Cl.12(j) — OEM MAF/Authorization Letters QUERY — CRITICAL: (a) What specific (a) ITPO does not recommend
MAF / required from ALL proposed Indian ITSM OEM(s) does ITPO or pre-qualify any OEM.
Authorization OEMs covering full 2-year recommend or has pre-qualified under Bidders may propose any
contract period + extension the MII criteria? (b) For network OEM OEM meeting the bid
rights (Server, ITSM, ITAM, where installed base is not yet known requirements.
(no inventory shared), can a MAF from
 EDR, Network OEMs — one network OEM be submitted (b) MAF/Authorisation Letters
minimum 5 OEMs). provisionally? (c) Must the MAF shall be submitted for all
explicitly cover the extension period (2 OEMs proposed by the bidder
additional years), or is commitment to for the offered solution, as
extend sufficient? (d) Process for OEM applicable under the bid.
substitution post-award if OEM (c) MAF/Authorisation Letters
discontinues product? shall be valid for the base
contract period. OEM
support/authorisation for any
approved extension shall be
ensured by the successful
bidder.

(d) Post-award OEM

substitution shall be
permitted only with prior
approval of ITPO and only with
technically equivalent or
superior products, without
any additional cost or dilution
of contractual obligations.

106. Cl.15.1 — Maximum scoring band: ₹7 QUERY: (a) Why is ₹10 Crore the As per RFP/ Corrigendum-1
Criterion 4 (Project Crore to ₹10 Crore = 15 maximum scoring band? A bidder with
Value) Marks. Projects above ₹10 ₹50 Crore IT FMS experience and one
Crore receive same maximum with ₹8 Crore experience both get 15
marks as ₹7–10 Crore marks. (b) Will ITPO revise upper band
projects. to ">₹10 Crore = 15 Marks" to
appropriately differentiate capability?
JUSTIFICATION: Capping at ₹10 Crore
does not appropriately reflect the scale
differentiation relevant for a Bharat
Mandapam-scale engagement.
107. Cl.15.1 — Technical scoring requires: QUERY — CRITICAL: (a) Is the As per RFP/ Corrigendum-1
Criterion 7 CCNA ≥50 + CCNP ≥10 + 50+10+1 requirement the BIDDER'S
(CCNA/CCNP/CCI CCIE ≥1 on DIRECT OVERALL COMPANY headcount
E Headcount) PAYROLL for ≥1 year prior to (demonstrating organizational
bid submission. However, networking capability), OR must these
total deployed team at ITPO = certified personnel be deployed at
19 resources (only 2 ITPO? (b) If company-wide: can
networking roles: 1 Network resources from any office/location be
Admin + 1 Sr. Network Mgr). counted? (c) Will equivalent vendor-
neutral certifications (CompTIA
Network+, Juniper JNCIA) receive
partial credit? JUSTIFICATION: If the
requirement is for ITPO-deployed
resources only, the specification is
mathematically impossible — 19 total
resources, of which only 2 are
networking roles. This MUST be
formally resolved as it carries binary
0/5 scoring
108. Cl.15.1 — Technical presentation — 20 QUERY: (a) What is the marks (a) The Technical Presentation
Criterion 8 Marks. Criteria listed but no distribution across the 6 listed criteria, shall be evaluated by the
(Presentation) scoring rubric provided: or is it an aggregate panel discretion Evaluation Committee based
methodology, team capability, score? (b) Will presentation slides be on the criteria specified in the
transition plan, ITSM/ITAM pre-submitted, or only presented on bid document. The detailed
approach, service delivery the day? (c) Can a live demonstration of scoring methodology shall be
model, innovation. the proposed ITSM/ITAM tool be at the discretion of the
included? (d) Will the presentation be Evaluation Committee.
in-person only, or can video conference
be used?
(b) Bidders may include a live
demonstration of the proposed
ITSM/ITAM solution as part of
the presentation, if they so
desire.
 (c) The mode of presentation
(physical/video conference)
shall be communicated to the
shortlisted bidders by ITPO.

109. Cl.15.2 — Bidders scoring below 70 QUERY: (a) Will ITPO share technical No change, as per RFP.
Minimum Score marks out of 100 shall be evaluation scores with each bidder
70/100 DISQUALIFIED and Financial post-evaluation, along with basis for
Bids not opened. marks awarded per criterion? (b) Is
there an appeal/re-evaluation process
if a bidder disputes the technical
score? (c) If all bidders score below 70
due to restrictive ITSM OEM criteria,
will ITPO re-tender or relax criteria?
110. Cl.20(a) — Non- Contract is NOT assignable. QUERY: (a) Will ITPO permit pre- As per RFP
Assignment No sub-letting in any form. approved OEM-authorised technician
However, OEM warranty visits for warranty claim servicing
services (HP server repairs, (HP/Dell/Cisco warranty engineers)?
Cisco device firmware) require (b) Will ITPO permit engagement of
OEM-authorised technicians specialist cabling sub-contractors
for warranty to remain valid. (CAT6 termination, OFC splicing)
under MSP supervision? (c) What
approval process will apply for such
limited, specific sub-contracting?
JUSTIFICATION: Strict prohibition on
ALL sub-contracting may void
manufacturer warranties on 100 HP
AIOs, 20 HP printers, and other in-
warranty assets worth ₹50+ Lakhs.
111. Cl.20(b) — "Breach of any condition(s)" = QUERY: (a) Will ITPO implement a As per RFP
Blacklisting for blacklisting for at least 2 GRADUATED penalty framework —
Any Breach years. This applies equally to Warning → Formal Notice → Cure
minor administrative lapses Period → Blacklisting — rather than
 (1-day absence) and major immediate blacklisting for ANY breach?
contractual violations (data (b) Is there an appeal process against
theft, fraud). blacklisting before it is formally
invoked? (c) Which specific breaches
are designated as immediately
blacklisting vs. curable?
JUSTIFICATION: Proportionality is
fundamental to contract law.
Blacklisting for minor SLA lapses (for
which ₹1,000/day penalties already
exist) is disproportionate and legally
challengeable.
112. Cl.20(p) — 3-Year 3-year onsite comprehensive QUERY: (a) For peripheral items (USB As per RFP
Warranty on warranty on ALL items cables, mouse pads, accessories) where
Supplied Items supplied. Warranty and standard OEM warranty is 1 year, will
service to be provided ITPO accept back-to-back extended
"directly from the warranty purchased from OEM via
manufacturer." MSP? (b) Does "directly from
manufacturer" mean OEM engineer
must come on-site, or does authorize
service center replacement suffice? (c)
Do consumable-grade items (patch
cords, mouse pads) require 3-year
warranty?
113. Cl.20(q) — 1-Hour "Response time to attend any QUERY: (a) Does the 1-hour response (a) The response time shall be
Response Time complaint: NOT MORE THAN apply 24×7 or only during business governed by the applicable
ONE HOUR." This appears to hours (09:00–18:30)? (b) Is "response" support coverage and SLA
conflict with the priority- defined as physical presence or ticket requirements specified in the
based P1–P4 response SLA acknowledgement in ITSM? (c) How bid document.
matrix in Annexure-10 (which does this general 1-hour clause
ranges from 15 min to 4 interact with the P1 (30-min response) (b) "Response" shall mean
hours). and P4 (1 Business Day response) SLAs initiation of action on the
in Annexure-10? Which prevails? complaint, including ticket
acknowledgement and
 commencement of remote or
onsite support, as applicable.

(c) In case of any

inconsistency, the priority-
wise SLA matrix specified in
Annexure-10 shall prevail over
the general response time
clause.

114. Cl.20(s) — Annual "Annual price hike of 8% on QUERY — CRITICAL: (a) Does 8% apply As per RFP
Price Hike 8% the annual project value MAY to TOTAL annual contract value (FMS
BE CONSIDERED per year." + CAMC + ITSM/ITAM/EDR + supply)
or ONLY FMS manpower? (b) If OEM
software license prices increase by
more than 8% (e.g., post-Broadcom
VMware pattern), will ITPO reimburse
actual increase on OEM invoice
evidence? (c) Is the 8% mandatory
(auto-applied) or discretionary ("may be
considered" implies ITPO choice)? (d)
What happens if ITPO does NOT grant
the 8% in Year 2 — does the MSP have
any contractual remedy?
115. Cl.20(aa) — "ITPO may provide space for QUERY: (a) If ITPO does NOT provide As per RFP
Workspace for working of maintenance workspace, must the MSP arrange
MSP Team team. However, ITPO does not office space near Bharat Mandapam at
bind itself to do so in case of its own cost? (b) What is the estimated
space constraint." workspace requirement for 19
resources + tools + buffer stock? (c) Will
ITPO confirm workspace availability at
contract signing? (d) Will ITPO at
minimum provide secure storage for
buffer stock (₹8–12L of equipment)?
 JUSTIFICATION: Office space near
Bharat Mandapam (Central Delhi)
costs ₹80,000–₹1,50,000/month — 5–
10% of annual contract value. This
must be priced if ITPO does not provide
it. :
116. Cl.24 — PBG of 5% of total work order QUERY: (a) Is PBG calculated on Year- As per RFP
Performance Bank value within 7 WORKING 1 annual value or total 2-year value?
Guarantee (PBG) DAYS of contract signing. (b) Must PBG be enhanced/renewed for
Delay penalty ₹5,000/week. Year-3/Year-4 extensions? (c) Can PBG
Termination if delay >15 be in the form of an FDR pledged in
days. favour of ITPO, or must it be a Bank
Guarantee exclusively? (d) Will ITPO
share the standard BG draft format
before bid submission for advance
bank arrangement? :
117. Cl.26 — Contract Contract commences only QUERY — CRITICAL: (a) What LOA-to- The successful bidder shall
Commencement when: (1) Agreement executed contract-signing timeline does ITPO complete all contractual
AND (2) All manpower intend? (b) Will ITPO allow a formal formalities and mobilization
deployed AND (3) Services mobilization grace period (30/45/60 within the timelines specified
declared operational by ITPO. days) where SLA penalties do NOT by ITPO.
apply? (c) Is a phased go-live A reasonable mobilization
acceptable: helpdesk Day-1, period shall be provided as
ITSM/ITAM Day-30, EDR Day-60, full stipulated in the bid/LOA.
FMS Day-90? (d) Will police verification SLA monitoring shall
processing time be excluded from the commence only after the
mobilization countdown? services are declared
JUSTIFICATION: 19 resources cannot operational by ITPO.
be deployed, police-verified, and
access-card-issued simultaneously on (c) Phased implementation, if
Day-0. ITSM/ITAM/EDR required, shall be subject to
implementation requires minimum 30– ITPO's approval and shall be
60 days. Without grace period, early completed within the
SLA penalties are inevitable. prescribed mobilization
 period.

(d) The successful bidder shall

plan manpower deployment,
police verification, and other
onboarding activities to
ensure timely
operationalization in
accordance with the contract.

118. Cl.31 — ITPO may terminate at ANY QUERY: (a) Is there a minimum As per RFP
Termination for time of convenience with guaranteed contract period (e.g., first
Convenience written notice. No minimum 12 months) during which termination
guarantee period and no sunk for convenience shall NOT apply? (b) In
cost compensation specified. the event of convenience termination,
will ITPO compensate the MSP for: (i)
buffer stock at book value, (ii)
ITSM/ITAM/EDR
implementation/setup professional
service costs (sunk), (iii) advance OEM
annual license payments? (c) What is
the minimum notice period — is 90
days the standard?
119. Cl.34 — Dispute Both parties to "mutually QUERY: (a) If parties cannot mutually As per RFP
Resolution / appoint a Sole Arbitrator." No agree on Sole Arbitrator, will
Arbitration default mechanism specified appointment default to
if parties cannot agree on the DIAC/ICA/ICADR? (b) Can the bidder
arbitrator appointment. propose DIAC (Delhi International
Arbitration Centre) rules for better
institutional support? (c) Will ITPO
consider a Dispute Review Board (DRB)
for faster resolution of operational
disputes during contract execution?
120. Cl.38 — Fixed Prices fixed and binding. Only QUERY: (a) Delhi minimum wages are As per RFP
Price / Taxes Government-introduced new revised bi-annually (Apr/Oct). Over 4
taxes reimbursed. Minimum years (contract + extensions),
wage revisions must be cumulative wage increase can be 30–
absorbed by bidder. 40%. Will ITPO reimburse minimum
wage revision increments ABOVE the
8% annual escalation clause, on
submission of Govt notification? (b) If a
new statutory labour contribution is
introduced during contract period, will
it be reimbursed in full? (c) If GST rate
on IT services is revised, will
differential be reimbursed?
121. Cl.39 — Labour Bidder solely responsible for QUERY: (a) Under CLRA 1970, the As per RFP
Law Compliance / ALL Labour Laws: Factory PRINCIPAL EMPLOYER (ITPO) must
CLRA Act, Minimum Wages Act, PF obtain registration certificate and issue
Act, ESI Act, Payment of Form V to the contractor before
Bonus Act, Contract Labour contractor can obtain its licence. Will
(R&A) Act, Workmen ITPO: (i) register as Principal Employer
Compensation Act. under CLRA, and (ii) issue Form V to
selected MSP within 7 days of contract
signing? (b) Will ITPO designate a nodal
officer for statutory compliance
coordination (EPF/ESIC inspections,
labour inspections)? JUSTIFICATION:
Without Form V from ITPO, the MSP
cannot legally obtain its contractor
licence under CLRA, making the
deployment non-compliant.
122. Cl.47 — All pages of bid must be QUERY: (a) Is sequential numbering As per RFP
Submission of Bids SIGNED and SEQUENTIALLY required for the ENTIRE technical bid
/ Sequential NUMBERED before uploading (including ISO certificates, work
Numbering on CPP Portal. Technical bid orders, bank statements), or only for
may contain 500+ pages. the main tender Annexures (Annexures
 1–14)? (b) If a document exceeds CPP
portal's per-file upload size limit, can it
be split into multiple files? What is the
maximum file size per document on the
portal? (c) Are supporting attachments
(certificates, work orders) required to
be sequentially numbered as part of
main bid, or can they be indexed
separately?
123. Cl.49 — Force Force majeure: war, epidemic, QUERY: (a) Does NIC cloud service As per RFP
Majeure pandemic, natural calamity, outage (beyond MSP control) qualify as
act of God. Notice required force majeure for NIC-dependent
within 7 calendar days. If services? (b) Does ISP link failure (ISP's
performance prevented >30 fault, not MSP's) qualify as force
days, either party may majeure for internet-dependent
terminate. services? (c) Does prolonged power
failure at ITPO premises (DISCOMS
failure, UPS exhausted) qualify? (d)
Does a declared public curfew or
security lockdown at Bharat
Mandapam complex qualify?
JUSTIFICATION: NIC, ISP, and
DISCOMS failures are entirely outside
MSP control. MSP should not bear SLA
penalties for third-party infrastructure
failures.
124. Annex-10 §2 — P1 P1 CRITICAL = "Complete QUERY: (a) What is the defined list of As per RFP
CRITICAL outage of critical business "critical business services" that trigger
Definition services affecting a large P1 classification? (b) What constitutes
number of users." Resolution "a large number of users" — specific
SLA = 4 Hours. threshold (>50 users, >100 users,
>25% of user base)? (c) If P1 occurs
during non-working hours (after 18:30,
Sunday), does 4-hour resolution SLA
 still apply? If yes, will ITPO designated
IT official be available for decision-
making during off-hours P1?
125. Annex-10 §11 — SLA achievement percentage QUERY: (a) How is monthly SLA As per RFP
SLA Measurement determines penalty achievement calculated — weighted
Methodology deductions. <85% = 15% average across all parameters, or
deduction. "Repeated SLA lowest single parameter? (b) If MSP
violations for 3 consecutive disputes the ITPO-computed SLA
months = material breach." score, what is the resolution process
and timeline? (c) Is the ITSM tool's
automated SLA report or ITPO's
independent measurement the
authoritative source? (d) If SLA breach
occurs due to NIC outage or ISP failure,
is the SLA clock paused?
126. Annex-10 §12 — Resource vacancy penalty: QUERY: (a) What is the defined As per RFP
Resource Penalty / ₹1,000/resource/day starting "approved timeline" for resource
Approval Timeline Day-3. "Vacancy beyond replacement — 2 working days per
approved timeline." Annexure-11 §19.5? (b) If ITPO takes
more than 2 days to interview and
approve a replacement candidate
proposed by MSP, does the penalty still
accrue against the MSP? (c) If resource
vacancy is due to hospitalization/
medical emergency, is there a grace
period? (d) Is there a monthly cap on
total resource non-availability
penalties?
127. Annex-10 §13 — "Resource availability shall be QUERY: (a) What minimum advance As per RFP
Event Support SLA ensured" during notice will ITPO provide before events
exhibitions/conferences/VIP requiring IT standby support? (b) How
events. No scheduled many events per year are anticipated
maintenance during events. (FY 2026-27 and 2027-28)? Please
share an indicative events calendar. (c)
 No advance notice period For multi-day exhibitions with
specified. extended hours beyond 18:30, how are
MSP resources compensated —
compensatory off or additional cost to
ITPO? (d) If event is announced less
than 24 hours in advance, is MSP still
required to provide full event SLA?
128. Annex-10 §16–17 Quarterly PM checklist QUERY: (a) With 19 total resources (of As per RFP
— PM Checklist specifies 26 activities for which 4 Sr. Desktop Engineers and 1
Scope PCs/laptops and 20 activities Printer Engineer are available for PM),
for printers/MFDs. PM for covering 1,964 PM events/year is
310 desktops + 39 laptops + approximately 390 PM
142 printers = 491 devices × events/resource/year (>1.5 PM events
4 cycles/year = 1,964 PM per working day per resource). Is this
events/year. realistic? (b) Will ITPO permit
batch/zone-wise PM scheduling to
improve efficiency? (c) What is the
maximum acceptable PM backlog
before ITPO imposes penalties?
129. Annex-11 §1 — 24×7×365 Data Centre QUERY — CRITICAL: (a) How many The bidder shall deploy
24×7 DC Coverage coverage required. Monday– shifts per day does ITPO expect for DC adequate manpower and
/ 19 Resources Sunday floor support (09:00– coverage (2-shift or 3-shift)? (b) Is ITPO adopt an appropriate
18:30). 19 total resources. expecting dedicated DC engineers per shift/roster model to meet the
shift, or on-call coverage post-18:30? service coverage and SLA
(c) A 3-shift model for DC alone requirements specified in the
requires ~9–10 dedicated engineers, bid. The deployment
leaving only 9–10 for all other services. methodology, including shift
Is ITPO willing to approve additional pattern and on-call
resources beyond 19 for 24×7 DC arrangements, shall be the
coverage at additional cost? (d) Will responsibility of the
ITPO approve a shared-resource model successful bidder. No
with defined on-call roster for after- additional payment shall be
hours DC support? JUSTIFICATION: admissible beyond the quoted
This is the most critical operational
 ambiguity in the tender. Mathematical contract value for meeting the
impossibility if 24×7 means dedicated prescribed service levels.
shift coverage from the same 19
resources.
130. Annex-11 §2 — MSP to support 310 desktops, QUERY: (a) Will ITPO provide the (a) The asset details provided
EUC / Asset 39 laptops, 142 printers. The COMPLETE IT asset register in the bid document are
Inventory complete IT asset register is (make/model/serial/location/warrant indicative of the current
NOT provided. y status) for all 2,500+ assets before environment. The successful
bid submission? (b) For the 100 HP 440 bidder shall verify the
G9 AIOs (under warranty till Sep-28), inventory during the
is the MSP responsible for CAMC or transition/mobilization
only warranty coordination with HP? phase.
(c) Approximately how many additional
assets are expected to be added during
the 2-year contract? At what rate (b) Assets under OEM
(units/year)? warranty shall remain under
OEM warranty. The successful
bidder shall provide support
and coordinate with the
respective OEM for warranty
claims and resolution, as
required.

(c) The number of additional

assets, if any, cannot be
quantified at this stage and
shall depend on ITPO's
operational requirements. Any
such additions shall be
governed by the terms and
conditions of the contract.
131. Annex-11 §3 — MSP to manage active AND QUERY — CRITICAL: (a) Please provide As per RFP/ Corrigendum-I
Network Inventory passive network the complete active network device
Not Disclosed infrastructure. The RFP does inventory (make/model/count for
not disclose the number of switches/routers/firewalls/wireless
network switches, routers, controllers/APs). (b) Total passive
firewalls, APs, or passive network I/O points across Bharat
network I/O points. Mandapam complex? (c) OFC
backbone route length and number of
splice points? (d) Is MSP responsible for
new cabling installations for office
reconfigurations? If yes, how are
materials reimbursed?
JUSTIFICATION: Network device count
is the PRIMARY driver for CAMC BOQ.
Without inventory, accurate pricing is
impossible — this data must be
provided before bid submission
132. Annex-11 §4–5 — MSP to manage all servers, QUERY: (a) Is the 6-server inventory (a) The infrastructure details
Server/DB/App storage, databases, the COMPLETE list, or are there provided in the bid document
Inventory applications. RFP lists only 6 additional servers and VMs not listed? are indicative. The successful
servers (4 HP Gen8 blades, 1 (b) What database platforms are in use bidder shall verify and validate
Dell 2600, 1 NetGear NAS). (Oracle/MSSQL/MySQL/PostgreSQL) the infrastructure during the
The server inventory appears and how many instances? Is Oracle transition/mobilization
significantly incomplete. RAC deployed? (c) What business phase.
applications are hosted on ITPO
infrastructure (names, platforms, (b) & (c) The successful bidder
vendor support status)? (d) What are shall support all servers,
RPO and RTO targets for critical databases, storage,
systems? JUSTIFICATION: Oracle RAC virtualization platforms, and
requires OCP DBA certification — a business applications forming
specialist not included in Annexure-12. part of ITPO's IT environment
Without DB disclosure, DBA scope and during the contract period, as
team composition cannot be per the scope of work.
determined.
 (d) Service availability, RPO,
RTO, and other SLA
requirements shall be
governed by the provisions of
the bid document. Bidders
shall size and propose their
solution accordingly.

133. Annex-11 §6 — MSP to manage backup, QUERY: (a) What backup solution is The existing backup and
Backup & DR restoration, and disaster currently deployed disaster recovery environment
recovery support services. (Veeam/Commvault/Veritas/other)? Is shall be made available to the
Backup platform, DR site, license in-support? (b) Is there a DR successful bidder during the
RPO/RTO targets not site? If yes: location, technology (active- transition/mobilization
disclosed. active/active-passive), last DR drill phase. The successful bidder
date, RPO/RTO at DR? (c) Is DR scope shall support the existing
included in this MSP engagement or backup infrastructure and
separately managed? (d) Total backup services as per the scope of
data volume and daily change rate? work and SLA requirements
specified in the bid document.
134. Annex-11 §8 — MSP to manage mailbox QUERY: (a) What email platform is in ITPO is currently using NIC
Mail Platform administration, mail routing,use — NIC Mail, Microsoft 365, on- email services. MSP shall
spam filtering, and email premise Exchange, or other? (b) How coordinate with the respective
client configuration. Email many active mailboxes? (c) Does MSP vendor/OEM for timely
platform not disclosed. get full administrative access to the resolution of all email related
mail platform, or is MSP limited to end- issue.
user mailbox administration with NIC
NOC managing infrastructure? (d) If
NIC Mail is unavailable due to NIC
infrastructure failure, will this be
treated as a force majeure/SLA
exclusion event?
135. Annex-11 §18 — "Any future purchase of QUERY — CRITICAL: (a) Is there a cap As per RFP/ corrigendum-1
Unlimited Asset hardware/software will also on additional assets that can be added
Absorption Clause subsequently become part of per year at no extra cost (e.g.,
 FMS WITHOUT ANY EXTRA maximum 10% of baseline count per
COST to ITPO." year)? (b) If ITPO procures 200 new
desktops in Year 1 (65% increase in
EUC workload), is MSP expected to
service all at zero incremental cost? (c)
If new assets require entirely new skills
(e.g., Oracle Exadata, Cisco UCS, AWS
infrastructure), will this trigger a
contract amendment with appropriate
cost revision? JUSTIFICATION: Open-
ended scope absorption with zero cost
adjustment is commercially untenable.
A cap or rate card for additional assets
must be defined.
136. Annex-11 §19.4 — "Monday to Sunday as per QUERY: (a) Is the Mon–Sun As per RFP
Mon-to-Sun approved duty rosters | 09:00 requirement for ALL 19 resources, or
Service Window AM to 06:30 PM" for all 19 only for DC and helpdesk engineers on
resources. ITPO itself rotation? (b) If resources work on
operates Mon–Fri. Sundays and Gazetted holidays (non-
event scenarios), will compensatory
leave be granted in the same week? (c)
Who is the duty roster approving
authority at ITPO, and what advance
notice period applies for roster
changes?
137. Annex-11 §19.5 — "Replacement resource shall QUERY: (a) What maximum time will As per RFP
Resource possess qualifications, ITPO take to interview and approve a
Replacement certifications, and experience proposed replacement candidate? (b) If
equivalent to or higher than ITPO takes more than 2 working days
the outgoing resource." No to schedule the replacement interview,
timeline for ITPO interview does the ₹1,000/day penalty still apply
specified. to the MSP? (c) Can MSP deploy a
replacement provisionally while formal
ITPO interview is being scheduled? (d)
 How many calendar days does MSP get
to propose another candidate if ITPO
rejects the first one?
138. Annex-12 — Annexure-12 rates range QUERY: (a) Which skill category As per RFP
Minimum Wage vs. from ₹30,000 (Helper) to (Highly Skilled/Skilled/Semi-
Annexure-12 CTC ₹2,75,000/month. CTC Skilled/Unskilled) does ITPO assign to
"includes EPF, ESI, each of the 11 roles for minimum wage
retirement benefit, medical determination? (b) Do Annexure-12
insurance, accidental rates already factor in current Delhi
insurance." minimum wages + EPF + ESI +
insurance, or are they notional rates
that must be verified against actual
statutory floors? (c) If Annexure-12
rates are found to be BELOW the
applicable minimum wage for any role,
will ITPO revise the Annexure-12 rates
before contract signing?
JUSTIFICATION: Delhi minimum
wages for Highly Skilled category:
~₹21,904/month. Printer Engineer at
₹45,000 and Helper at ₹30,000 must be
verified against skill category minimum
wages inclusive of employer PF/ESI.
139. Annex-13 §10.2 ITSM OEM must be: "Make in QUERY — CRITICAL: (a) Which PPP- Refer Corrigendum - I
Row 2 — Make-in- India company with 15 years MII Order applies — 2017, 2020
India ITSM OEM of presence in India; deployed amendment, or latest DPIIT
in minimum 5 Govt/PSU notification? (b) Does "15 years of
projects in India; 100% local presence" mean: (i) company
content (Row 8)." incorporated in India ≥15 years, (ii)
product available in India ≥15 years, or
(iii) global OEM presence ≥15 years? (c)
Does "100% local content" mean all
source code developed in India? (d)
Please CONFIRM which of the following
 OEMs qualify: Motadata,
ManageEngine/Zoho Corporation,
Freshworks (US-incorporated, Indian
development centre), Infraon Networks.
(e) If no commercially available ITSM
product meets ALL criteria
simultaneously, which criteria is ITPO
willing to relax? JUSTIFICATION: This
combination of criteria may limit
qualified OEMs to 1–2 products,
creating a single-source risk for ITPO.
140. Annex-13 §10.2 ITSM must comply with: "CIS QUERY: (a) POPIA (Protection of Refer Corrigendum - I
Row 4 — ITSM certification, ISO 27034-1, Personal Information Act) is a SOUTH
Security ISO 15408, IEC 62443-4- AFRICAN regulation — is this a
Certifications 1:2018, ISO 27001:2022, typographical error that should be
GDPR, POPIA, SOC 2 Type 2." DPDP Act 2023 (India) or PDPB? (b)
SOC 2 Type 2 is a US standard
primarily for SaaS service
organisations — what specifically does
ITPO require for an on-premise ITSM
deployment? (c) ISO 15408 (Common
Criteria) certification is extremely
expensive and rare for Indian software
— is this mandatory or preferred? (d)
Are ALL listed certifications mandatory
(disqualifying if absent), or are some
preferred?
141. Annex-13 §10.2 "OEM must facilitate the QUERY: (a) Copyright registration As per RFP
Row 5 — IPR / validation of IPR at under Indian Copyright Act 1957 is
Copyright [Link] / Source Code voluntary. Must registration be for the
Certificate Copyright Certificate at SPECIFIC VERSION being proposed, or
[Link]." — will registration of the core product
MANDATORY submission. (any version) be sufficient? (b) How
recent must the copyright registration
 be? (c) What is the public verification
mechanism at [Link] that
ITPO will use? JUSTIFICATION: Very
few Indian ITSM products have
proactively registered source code
copyrights. If this is absolute
mandatory, it will disqualify most
products regardless of technical merit.
142. Annex-13 §10.2 Requirements for visual QUERY: (a) Are all orchestration The successful bidder shall
Rows 20–31 — workflow designer, webhook- capabilities required from Day-1 of go- provide the required workflow
ITSM triggered workflows, dynamic live, or can they be implemented in a orchestration capabilities in
Workflow/Orchest expressions, cross-module phased approach (basic incident accordance with the scope of
ration orchestration, sophisticated management Day-1, advanced work, technical specifications,
flow logic (If/Else, loops, orchestration by Month-3)? (b) How implementation schedule, and
merges, wait conditions). many custom workflows does ITPO SLA requirements specified in
anticipate during the contract period? the bid document. The
(c) Who from ITPO will own workflow implementation approach,
requirements and participate in design workflow prioritization, and
sessions? (d) Will ITPO provide APIs of integration requirements shall
existing systems (ERP, HRMS, be finalized in consultation
biometric) for integration? with ITPO during the
implementation phase.
Relevant interface details and
APIs, wherever available and
applicable, shall be shared
with the successful bidder as
required for execution of the
contract.
143. Annex-13 §10.2 — "ITSM must support non-IT QUERY: (a) Which non-IT departments The proposed ITSM solution
Non-IT Service departments: housekeeping, will actively use ITSM from Day-1, and shall support a minimum of
Domain Scope security, civil, HVAC, which will be phased? (b) Approximate approx. 325 named users and
transport, HR, finance, number of users per non-IT shall be capable of supporting
exhibitions, logistics, visitor department? (c) Will heads of each non- both IT and non-IT service
management, procurement, IT department participate as SMEs management functions as
 administration." (Annexure- during ITSM design? (d) Are specified in the bid document.
13 p.77) department-specific SLAs required The onboarding of
(e.g., civil maintenance team has departments, user allocation,
different resolution SLA than HR)? workflow configuration, SLA
JUSTIFICATION: Non-IT departments requirements, and
dramatically increase ITSM user implementation priorities
license count. 50 IT users vs. 500 shall be finalized by ITPO
enterprise-wide users = 10× price during the implementation
difference. phase based on organizational
requirements. Bidders shall
quote for a solution fully
compliant with the scope of
work and technical
specifications prescribed in
the bid document.
144. Annex-13 §10.4 Row 24: "Leader as per latest QUERY — CRITICAL: (a) Is the The reference pertains to the
Rows 24 & 64 — Gartner/Forrester for EPP." reference Gartner MQ for Endpoint Gartner Magic Quadrant for
Gartner MQ Leader Row 64: "Leader in Gartner Protection Platforms (EPP) or Gartner Endpoint Protection Platforms
MQ for EPP from last THREE MQ for Endpoint Detection & Response (EPP). The quoted OEM shall
CONSECUTIVE LATEST (EDR)? These are SEPARATE reports. have been positioned as a
REPORTS; India presence (b) What specific publication years Leader in the latest three
since last 10 years." constitute the "last three consecutive consecutive Gartner Magic
latest reports"? (c) Is Forrester Wave for Quadrant reports for Endpoint
Endpoint Security accepted as Protection Platforms (EPP)
alternative to Gartner MQ? (d) If a published prior to the bid
vendor is a Leader in the latest report submission date. Equivalent
but was a Challenger in one of the analyst reports shall not be
previous two, do they qualify? considered. The bid conditions
JUSTIFICATION: Gartner EPP MQ shall remain unchanged.
2024 Leaders: Crowdstrike, Microsoft,
SentinelOne, Trellix, Trend Micro. The
Row 30 (on-premise console) constraint
further reduces this list.
145. Annex-13 §10.4 "Management Server should QUERY: (a) Will ITPO accept: (i) No change.
Row 30 — On- be ON PREMISE ONLY & NOT Management console hosted as As per RFP.
Premise Console SaaS (Software as a Service)." DEDICATED PRIVATE VM within
(NOT SaaS) ITPO's own data centre, or (ii) Private
cloud instance on NIC cloud (ITPO's
own NIC-provisioned environment)? (b)
What is the underlying concern —
internet dependency, data sovereignty,
or cost? Understanding the intent may
allow technically equivalent
alternatives. JUSTIFICATION: Strict
on-premises-only + Gartner Leader
may effectively create a 1–2 OEM
specification, limiting competitive
pricing.
146. Annex-13 &10.4 "Solution should have QUERY: (a) Is "India presence" defined No Change.
Row 64 — 10 Years presence in India since last as: (i) Direct subsidiary registered in As per RFP.
India Presence 10 years." India, (ii) Branch/liaison office in India,
(iii) Authorised distributor presence in
India, or (iv) Active Indian customer
base for 10 years? (b) Must the OEM
have an India-based support centre?
(c) Can verification be through MCA
records, OEM annual reports, or
distributor agreements?
147. Annex-13 §10.4 "OEM should have QUERY: (a) Does "contributed 25+ Refer Corrigendum - I
Row 65 — 25+ contributed 25+ zero-day zero-day vulnerabilities" mean: (i) Zero-
Zero-Day vulnerabilities in last one days DISCOVERED AND DISCLOSED
Contributions year. This information should by OEM's own research team (e.g.,
be publicly available." Trend Micro's Zero-Day Initiative/ZDI),
or (ii) Patches for zero-days DETECTED
IN OEM'S OWN PRODUCTS? (b) What
is the reference database for
verification — NVD, [Link], MITRE
 CVE list, or OEM's own security
advisory? (c) Is "last one year" the
calendar year 2025, or the 12 months
preceding bid submission date?
JUSTIFICATION: ZDI (Trend Micro)
discloses 1,500+ CVEs per year. This
specification appears designed around
ZDI capability. Clarification ensures
fair, verifiable evaluation.
148. Annex-13 &10.4 "Solution should have these QUERY: (a) Must ALL capabilities be in The proposed solution shall be
Row 8 — Single capabilities with a SINGLE a SINGLE binary executable, or is a based on a single unified agent
Unified Agent UNIFIED AGENT: ML, modular agent acceptable (one vendor, architecture from the same
Behavioural analysis, In- multiple plug-in modules installed OEM. Modular components or
memory analysis, DLP, alongside the main agent)? (b) If DLP plug-in modules deployed as
Device & Application control, requires an additional lightweight part of the unified agent
Ransomware rollback, module from the SAME EDR vendor, architecture and managed
Integrated custom does this disqualify the product? (c) Is
through a common
Sandboxing." sandboxing required to be fully ON- management console shall be
PREMISE, or can threat samples be acceptable, provided they do
submitted to the OEM's cloud-based not require separate third-
sandbox (standard industry practice)? party agents. All specified
functionalities shall be
delivered as an integrated
solution from the same OEM.
Cloud-based sandboxing
provided by the same OEM
shall be acceptable.
149. Annex-13 &10.1 — Server technical QUERY — CRITICAL: (a) How many Two (2) servers are proposed to
Server Quantity specifications are detailed (18 servers are to be supplied under this be procured through this RFP.
NOT Specified parameters in compliance contract? (b) Is server supply at
matrix), but the QUANTITY of contract start (fixed quantity) or on-
servers to be supplied is not demand during contract period (rate
mentioned ANYWHERE in the card basis)? (c) Is there a separate
tender document. budget allocation for server supply
 within the total contract value? (d)
Should bidders quote a per-server unit
rate in the BOQ? (e) Is there also a BOQ
line for Windows Server 2022 Standard
licenses? JUSTIFICATION: Without
server quantity, the financial BOQ
cannot include server supply cost. This
is a critical gap.
150. Annex-13 §10.3 ITAM must provide "system- QUERY: (a) Who in ITPO is the The proposed ITAM solution
Row 17 — Gate driven gate passes with designated approver for gate passes — shall provide a workflow-
Pass System workflow-based approvals, IT head, security officer, or department
based gate pass management
movement history logging, head? (b) Is the current gate pass at system with configurable
and automatic updates to Bharat Mandapam security checkpoint approval hierarchy, movement
asset location and custodian a manual paper process? Must the history, and automatic
details." ITSM/ITAM system generate a printed updating of asset location and
gate pass for the security guard? (c) custodian details as specified
Must the gate pass system integrate in the bid document. The
with ITPO's existing physical
approval workflow, authorized
security/access management system? approvers, gate pass format,
If yes, which system is in use? and integration requirements,
if any, shall be finalized by
ITPO during the
implementation phase. The
solution shall support
generation of printable gate
passes. The bid conditions
shall remain unchanged.
151. Annex-13 §10.3 "ITAM tool must include QUERY: (a) Audio/video calling within Refer Corrigendum-1
Rows 15–16 — Remote Desktop feature — remote desktop is a feature of UC
Remote Desktop NO separate license platforms (Teams/Zoom), not typically
with Audio/Video required." "Remote desktop IT asset management tools. Is this
should also support audio & requirement for the remote SUPPORT
video calling and file sharing." module (engineer to end-user support)
or a separate Unified Communications
 requirement? (b) If the ITSM/ITAM
OEM's remote desktop module does
not support audio/video, would
integration with Microsoft Teams
(already licensed by ITPO, if any) be
acceptable? (c) How many
simultaneous remote desktop sessions
are expected?
152. Annex-14 — Buffer stock includes "Printer QUERY — CRITICAL: This appears to Refer Corrigendum-1
Printer Consumables (Toner, Ink, be a DIRECT CONTRADICTION. (a)
Consumable Drum Units, Maintenance Does the 10% consumable buffer in
Buffer (10% of Kits, etc.) — Minimum 10% of Annexure-14 refer ONLY to
Installed Base) installed printer base for each maintenance kits, drum units, and
make/model." However, fuser assemblies (which ARE in CAMC
Annexure-11 §18 scope), and NOT to toner/cartridges
EXPLICITLY EXCLUDES (which are excluded per Annexure-11
"Toners, Cartridges of Laser §18)? (b) Or does ITPO intend to
Jet & Inkjet printers" from include toner/cartridge procurement
CAMC scope. in the MSP scope via Annexure-14,
overriding the exclusion in Annexure-
11? (c) Please provide a definitive,
reconciled list of what is IN and what is
OUT of the buffer stock consumable
requirement.
153. Annex-14 — MSP must maintain buffer QUERY: (a) Where shall the ₹8–12 Lakh As per RFP
Storage of Buffer stock worth ₹8–12 Lakh at all of buffer stock be physically stored —
Stock times. RFP says "cost at ITPO-provided secure storage or at
embedded in contract price — MSP's own facility? (b) If at ITPO
no separate payment." premises, will a lockable, access-
Workspace is not guaranteed controlled store room be provided? (c)
(Cl.20(aa)). Who is the custodian of record for
buffer stock — ITPO officer co-signs
each issue, or MSP manages
independently? (d) At contract end,
 how will buffer stock items be valued
and compensated to MSP (at cost, book
value, or nil)?
154. Cl.25 / BOQ — Financial Bid must be in BOQ QUERY: (a) Please share the BOQ As per RFP
BOQ Template Not format (BOQ_XXXX.xls). The template/format BEFORE or AT the
Shared BOQ template has not been pre-bid meeting so bidders can
made available to bidders structure pricing correctly and raise
before the pre-bid meeting. format-specific clarifications. (b) Are
there separate BOQ line items for: FMS
Manpower, CAMC, ITSM/ITAM/EDR
annual licenses, Server supply, and
Buffer stock/Miscellaneous? (c) Is
there a BOQ line for "Other
Administrative/Miscellaneous Costs"
(uniforms, tools, training, stationery)?
(d) How should buffer stock be quoted
— one-time Year-1, or amortised over
24 months?
155. Cl.25.4 / Cl.25.5 Payment for supply items QUERY: (a) What is ITPO's committed As per RFP
— Payment released AFTER: Delivery + maximum processing time for: (i)
Timeline Installation + Acceptance Acceptance testing, (ii) Bill
Testing + ITPO Certification. certification, (iii) Payment release after
No committed timeline certification? (b) Is e-invoicing (as per
specified for each stage. GST portal requirements) mandatory
for all invoices? (c) If EPF/ESIC challan
submission is delayed due to EPFO
portal technical issues (a systemic
Government portal issue), will the
entire month's payment be withheld?
(d) Is there a late payment interest
provision if ITPO delays beyond its
committed payment cycle?
156. Annex-11 §1, Cl.20 The tender mandates 24×7 CLARIFICATION REQUIRED: As per RFP
— 24×7 Operations operations including
 / Weekend & weekends and gazetted (i) Confirm the manpower deployment
Holiday holidays without overtime model, shift timings, and 24×7 support
Deployment claims. ITPO itself follows a 5- structure — specifically: does 24×7
day workweek. Manpower mean (a) dedicated round-the-clock
deployed on shifts 365 days, or (b) on-call support
Sundays/Gazetted Holidays outside business hours? (ii) Clarify
is expected as per roster but compensation/compensatory off
no clarity on shift timing mechanism for resources deployed on
structure, compensatory weekends and gazetted holidays — will
arrangements, or invoice ITPO grant compensatory leave for
deductions on non- each such day of deployment? (iii)
deployment days. Clarify whether non-deployment / non-
working of resources on Sundays and
gazetted holidays (when not required
by ITPO) shall result in proportionate
deduction from the monthly invoice, or
whether payment shall remain as per
agreed monthly manpower/service
charges. (iv) Clarify
termination/foreclosure terms and
bidder compensation provisions in
case contract is ended mid-term.
157. Cl.27 — Indemnity EXISTING CLAUSE 27: "The MODIFICATION REQUESTED: As per RFP
Cap successful bidder shall, Replace "1 (one) time the value of the
(MODIFICATION subject to the provisions of Agreement" with "10 (ten) % of the
REQUESTED) the Agreement, indemnify Value of the Agreement" for any direct
ITPO for an amount not loss or damage caused due to any
exceeding 1 (one) time the deficiency in services including
value of the Agreement for negligence. ADDITIONAL INSERTION:
any direct loss or damage that Add the following sub-clause — "ITPO
is caused due to any shall be responsible for indemnifying
deficiency in services." and protecting the Contractor against
Current cap = 1× total any claims, liabilities, or losses arising
contract value — this is due to injury, accident, or harm
 extremely high and makes the suffered by the Contractor's resources
contract commercially while deployed at ITPO locations."
uninsurable for the MSP. JUSTIFICATION: A 1× contract value
indemnity cap (approx. ₹3–6 Crore) is
commercially uninsurable for IT
managed service contracts. Industry
standard for IT services is 10–25% of
annual contract value. Most
professional indemnity insurance
policies cap at this level.
158. Cl.31(iii) — EXISTING CLAUSE 31(iii): MODIFICATION REQUESTED: Insert As per RFP
Termination for ITPO may terminate at ANY the following after existing Clause
Convenience time of convenience. The 31(iii): "The Contractor/Agency may
(MODIFICATION selected Agency has NO terminate the Agreement for
REQUESTED) reciprocal right to terminate convenience by providing 90 days' prior
for convenience. Contract is written notice to ITPO. The Contractor
entirely one-sided on shall continue services during the
termination. notice period and complete necessary
handover obligations. ITPO shall be
liable for payment until the effective
date of Termination." JUSTIFICATION:
Mutually balanced termination rights
are standard in managed service
contracts. Without the right to exit, the
MSP bears unlimited operational risk
in case of non-cooperation, prolonged
non-payment, or fundamental change
in scope. The 90-day notice period
adequately protects ITPO's continuity
interests.
159. Cl.33 — EXISTING CL.33 SUB- MODIFICATIONS REQUESTED: As per RFP
Indemnification CLAUSES: (A) MODIFICATION to Injury/Accident
(MULTIPLE (A) "In case of injury or loss sub-clause: Replace "any act or
of ITPO staff due to ANY ACT deed...or due to an accident" with "the
MODIFICATIONS OR DEED of successful willful act, negligence or misconduct or
REQUESTED) bidder's employee OR DUE such deed of negligence of the
TO AN ACCIDENT, the successful bidder's employee." Add:
successful bidder shall "The successful bidder shall extend
arrange to pay...The necessary cooperation and support for
insurance claim settlement processing any applicable insurance
shall be the SOLE claims; however, settlement of such
RESPONSIBILITY of the claims shall be governed by the terms
successful bidder. The LEGAL of the relevant insurance policy and
COSTS WILL ALSO BE applicable statutory provisions. Any
BORNE AND PAID by the legal costs, liabilities, or claims arising
successful bidder." (B) "ITPO out of such incidents shall be borne by
STANDS ABSOLVED of any the PARTY RESPONSIBLE for the
liability on account of death cause, as determined by competent
or injury sustained by the authority or applicable legal process.
staff deployed by the The successful bidder shall NOT be
empaneled agency during the held liable for incidents arising due to
performance of the force majeure, circumstances beyond
empanelment." (C) "The its reasonable control, ITPO's or its
service provider shall employees' own acts or omissions, or
indemnify ITPO against third acts of third parties." (B)
Party claims arising out of REPLACEMENT of "ITPO Stands
equipment Absolved" sub-clause: Replace entirely
malfunctioning/mishandling. with — "ITPO shall be responsible for
..The Service Provider shall indemnifying and protecting the
also indemnify to reimburse Contractor against any claims,
ANY THEFT, LOSS OR liabilities, or losses arising due to
DAMAGE by his personnel to injury, accident, or harm suffered by
ITPO personnel or property." the Contractor's resources while
(D) "The empaneled Agency deployed at ITPO locations." (C)
will indemnify ITPO of any MODIFICATION to
infringement of third-party Equipment/Property sub-clause: Add
rights under the Patents Act qualifier — "...ONLY IF the damage is
or the IPR." solely attributable to the service
 provider...In case any such amount is
not deposited/paid to ITPO, the same
shall be deducted from Security
Deposit/Bills/Future payments due to
the Service Provider, SUBJECT TO
PRIOR NOTICE to the service provider."
(D) MODIFICATION to IPR sub-clause:
Add — "...liability is subject to the
limitation of liability specified in Clause
27 - Indemnity."
160. Cl.37 — EXISTING CLAUSE 37: "For MODIFICATION REQUESTED: Insert As per RFP
Intellectual any after "shall be held solely responsible"
Property Rights misuse/misrepresentation/u — "ONLY IF the unauthorized use is
(MODIFICATION nauthorized use of ITPO's SOLELY AND DIRECTLY
REQUESTED) name/logo/IPRs by the ATTRIBUTABLE to the
Contractor/Agency and/or Contractor/Agency and established."
their sub-agents/sub- Apply the same qualifier to the
contractors/employees etc., indemnity obligation:
the Contractor/Agency "Contractor/Agency shall indemnify
SHALL BE HELD SOLELY ITPO against...only if the unauthorized
RESPONSIBLE." — No use is solely and directly attributable to
qualifier of intent or the Contractor/Agency and/or its sub-
attribution required. agents/sub-contractors/employees
and ESTABLISHED." JUSTIFICATION:
As written, ITPO could hold the MSP
responsible for any incidental, third-
party or unknown use of ITPO's name
by any sub-contractor employee
without requiring proof of MSP's direct
involvement. The modification
introduces the necessary element of
causation and attributability which is
standard in commercial contracts.
161. Cl.49 — Force EXISTING CLAUSE 49 covers: MODIFICATION REQUESTED — As per RFP
Majeure war, hostility, civic Expand Cl.49 Force Majeure definition
(MODIFICATION / commotion, sabotage, to expressly include: "...natural
EXPANSION government direction, calamities, PUBLIC HEALTH
REQUESTED) explosion, epidemic, EMERGENCIES, TERRORISM, RIOTS,
pandemic, quarantine, FAILURES OF PUBLIC
strikes/lockouts, fire, floods, INFRASTRUCTURE, ELECTRICITY
natural calamities, act of SUPPLY, TELECOMMUNICATIONS
God. CRITICAL GAPS: The NETWORKS, INTERNET BACKBONE,
existing Force Majeure OR CLOUD/DATA CENTRE SERVICES
definition does NOT cover BEYOND THE CONTROL OF THE
several events directly AFFECTED PARTY, CYBER
relevant to IT managed INCIDENTS SUCH AS WIDESPREAD
services: NIC/Government ATTACKS, RANSOMWARE, OR
cloud outages, ISP/internet SECURITY BREACHES, ANY OTHER
infrastructure failures, UNFORESEEN EVENT THAT
widespread PREVENTS OR MATERIALLY DELAYS
cyberattacks/ransomware, DELIVERY OF IT FMS, IT
electricity/DISCOMS failures, INFRASTRUCTURE SUPPORT,
and other infrastructure NETWORK OPERATIONS,
events entirely beyond the CYBERSECURITY, ITSM/ITAM, OR
MSP's control. END-TO-END MANAGED SERVICES,
COMMERCIAL OR FINANCIAL
HARDSHIP, OR ANY ACT OF GOD..."
JUSTIFICATION: NIC cloud outages,
DISCOMS power failures, and
widespread cyberattacks are real
operational risks in IT managed
services that are entirely outside the
MSP's control. Without these carve-
outs, the MSP bears SLA penalties for
events it has no ability to prevent or
remediate.
162. NEW CLAUSE — No "Limitation of Liability" NEW CLAUSE REQUESTED — INSERT As per RFP
Limitation of clause exists in the tender "LIMITATION OF LIABILITY": "The
Liability document. The current aggregate comprehensive liability of the
(ADDITION indemnity cap (Cl.27) at 1× Contractor/Agency in any case,
REQUESTED) contract value creates whether under the contract, in tort or
unlimited exposure for otherwise, shall NOT EXCEED 10% of
routine IT services. There is the total Contract/Agreement Value."
no aggregate cap on the JUSTIFICATION: A 10% aggregate
MSP's TOTAL liability across liability cap (approx. ₹15–30 Lakhs on
all claims, whether under a ₹3 Crore annual contract) is standard
contract, in tort, or otherwise. across the IT services industry and is
insurable under standard professional
indemnity policies. Without this cap,
no responsible MSP can rationally
accept unlimited aggregate liability for
IT support services.
163. NEW CLAUSE — No Non-Solicitation clause NEW CLAUSE REQUESTED — INSERT As per RFP
Non-Solicitation exists in the tender "NON-SOLICITATION": "During the
(ADDITION document. MSP deploys and Contract period and for 12 months
REQUESTED) trains 19 qualified IT thereafter, NEITHER PARTY shall
professionals at ITPO. ITPO directly or indirectly solicit or hire the
(or ITPO's other vendors) other party's employees/resources
could directly hire these engaged in the Contract without prior
resources during or after the written consent. This restriction shall
contract, undermining the NOT apply to general recruitment
MSP's investment in through public advertisements or open
recruitment, training, and hiring processes." JUSTIFICATION:
deployment. Mutual non-solicitation protects both
parties — ITPO's institutional
knowledge is protected from MSP
poaching of ITPO IT staff, and MSP's
deployed and trained resources are
protected from direct absorption by
 ITPO. The 12-month post-contract
period is commercially standard.
164. NEW CLAUSE — While Cl.31(iii) allows NEW CLAUSE REQUESTED — INSERT As per RFP
Foreclosure / termination for convenience, "FORECLOSURE CLAUSE": "In case
Premature there is NO COMPENSATION ITPO forecloses/terminates the
Termination MECHANISM for the MSP Contract before expiry for reasons
Compensation when ITPO forecloses the OTHER THAN the Contractor's default,
(ADDITION contract early (other than "an ITPO shall: (a) Provide 90 days' prior
REQUESTED) agreed amount for partially written notice; (b) Pay all outstanding
completed Services"). The dues and committed costs (including
MSP will have: (a) invested in prepaid OEM licenses for the
ITSM/ITAM/EDR remaining contract year, buffer stock
implementation (sunk at book value, and resource notice
professional services cost), (b) period costs); (c) Pay a foreclosure
purchased buffer stock (₹8– penalty equivalent to 2% per month on
12 Lakhs), (c) trained and the remaining contract value for the
deployed 19 resources with balance contract period, as
long-term commitments, (d) compensation for premature
obtained OEM licenses termination." JUSTIFICATION: Early
(annual subscriptions termination causes real and
prepaid). measurable financial harm to the MSP.
The MSP incurs upfront costs
(implementation, buffer stock,
resource deployment) that can only be
recovered over the contract period.
Without foreclosure compensation,
MSP bears all risk of early exit by ITPO
while ITPO bears none.
165. Cl.11 — Scope of Clause 11 states "The scope of CLARIFICATION REQUIRED The scope As per RFP
Work / Scope work is including but not is described as "inclusive" with ITPO
Expansion limited to the work mentioned having the right to add requirements.
Without Price above. The scope of work may However: (a) WHETHER any increase in
Revision also include any future the scope of work shall result in a
development or changes that CORRESPONDING INCREASE in the
 take place from time to timeContract Value? Or does the MSP
with respect to IT
absorb all additional scope at no extra
infrastructure or any other cost? (b) Is there a THRESHOLD
force majeure by the
beyond which additional scope triggers
Government time to time." a contract amendment (e.g., asset
Annex-11 §18 further states additions exceeding 10% of baseline
"Any future purchase of count, or new locations being added)?
hardware/software will also (c) If new technology platforms (public
subsequently become part of cloud, new enterprise applications) are
FMS without any extra cost to
added, will the contract be
ITPO." renegotiated?
166. Annex-11 §1(1) & ITPO follows a 5-day
CLARIFICATION REQUIRED: As per RFP
Cl.20(n) — workweek (Monday–Friday). WHETHER non-deployment / non-
Resource Non- MSP manpower is required to working of resources on Sundays and
Deployment on support 24×7 operations as gazetted holidays — when not
Non-Working Days per roster, including
specifically called upon by ITPO —
weekends/gazetted holidays. shall result in PROPORTIONATE
However, it is unclear
DEDUCTION from the monthly
whether: (a) MSP resources invoice? OR whether payment shall
are expected to work every remain as per the agreed monthly
Sunday regardless of
manpower/service charges irrespective
operational need, or (b) only
of actual deployment on non-working
when called upon. days? JUSTIFICATION: Monthly CTC
in Annexure-12 is a fixed per-resource
rate. If ITPO deducts for Sundays and
holidays not worked (even when no
work was directed), the effective annual
cost to the MSP would be materially
higher than the quoted rate (26
Sundays + ~17 Gazetted Holidays = 43
deducted days/year per resource).
167. Cl.20(s) / Cl.20(i) CLAUSE 20(s): "Annual price CLARIFICATION REQUIRED: As per RFP
Pg.21 & Pg.66 — hike of 8% on the annual (a) Is the 8% annual price hike
project value may be MANDATORY (automatically applied)
 Annual Increment considered per year." or DISCRETIONARY at ITPO's option?
Conditionality CLAUSE 20(i) (Annexure-11 (b) If ITPO does NOT grant the 8% price
§20): "Annual increment escalation in Year-2, how does the MSP
equivalent to 8% fund the mandatory 8% wage
approximately...on increments for resources who pass
completion of one year of ITPO's appraisal? (c) What are the
services subject to the performance appraisal criteria, who
resource/employee passing conducts the appraisal, and what is the
performance appraisal process for the MSP to challenge an
carried out by the Competent unfair appraisal result that leads to
Authority of ITPO during the resource replacement? (d) If ITPO fails
period of empanelment." And: to conduct appraisals on schedule,
"Failure of a particular does the increment become automatic?
subject/resource in
performance appraisal for 2
consecutive years shall
render the resource UNFIT for
further deployment."
CONFLICT: The 8%
escalation "may be
considered" (discretionary) —
yet the MSP MUST pay
increments to qualifying
resources regardless of
whether ITPO grants the
contract escalation.
168. Cl.19.8 — EXISTING CLAUSE 19.8: CLARIFICATION REQUIRED: Kindly As per RFP
Confidentiality "Confidentiality obligations clarify the DURATION for which
Survival Period shall survive the expiry or confidentiality obligations shall survive
(CLARIFICATION termination of the contract." after expiry or termination of the
REQUESTED) — No specific duration of Contract. QUERY: (a) Is the intended
survival is mentioned in the survival period: 1 year, 3 years, 5
Bid Document. years, or perpetual? (b) Does
"perpetual" confidentiality create
 unreasonable burden on the MSP —
particularly for information that
becomes publicly available through
other means? (c) Will ITPO accept a
time-limited survival period of 3–5
years post-termination for
commercially sensitive information,
with carve-out for information that
enters the public domain?
JUSTIFICATION: Perpetual
confidentiality obligations are
commercially unreasonable for general
operational information. Industry
standard is 3–5 years post-contract for
confidential IT infrastructure details,
with standard carve-outs for publicly
available information.
169. Infrastructure — COMPLETE server inventory Please provide the complete server As per RFP
Servers — required: Make, Model, Serial inventory table at/before pre-bid.
Inventory Number, CPU/RAM/Storage Without this, CAMC pricing cannot be
specs, OS version, Role accurately computed — each server
(DC/App/DB/Web/Backup), model requires a separate BOQ row
Virtualization platform, with PM frequency and parts budget.
Current warranty status
(In/Out), AMC vendor if any.
170. Infrastructure — For servers currently out-of- EOL/EOS servers cannot be covered As per RFP
Servers — warranty: (a) Are OEM AMC under standard CAMC — separate
Warranty & AMC contracts in place? If yes, with provision or replacement BOQ needed.
which vendor and expiry OEM AMC overlap must be avoided to
date? (b) Are spare parts prevent double-billing ITPO.
confirmed available from
OEM? (c) Are any servers
End-of-Life (EOL) or End-of-
Support (EOS)?
171. Infrastructure — Virtualisation environment VMware admin is in scope; license and As per RFP. ITPO is not using
Virtualisation details: (a) Hypervisor version determine patching complexity any virtualized environment
Environment platform (VMware and admin tool requirements. Post- as on date.
vSphere/vCenter, Microsoft Broadcom VMware licensing change is
Hyper-V, other) (b) Version a significant financial risk that must be
number (c) Number of known before pricing.
ESXi/Hyper-V hosts (d) Total
number of VMs (e)
vCenter/SCVMM license
status — in active support? (f)
vSAN or shared SAN storage?
172. Infrastructure — Storage infrastructure Storage admin complexity and PM As per RFP/ Corrigendum-1
Storage (SAN/NAS) details: (a) Make/Model of scope depend entirely on platform. FC
SAN and NAS (b) Total SAN needs qualified SAN admin.
capacity and used capacity (c) Without this, storage CAMC BOQ is
Protocol (FC/iSCSI/NFS) (d) blind pricing.
Number of LUNs/volumes (e)
RAID configuration (f)
Current firmware version (g)
Warranty/support status (h)
Backup-to-SAN or separate
backup appliance?
173. Infrastructure — Data Centre physical details: DC physical infra determines if power Civil and electrical
Data Centre (a) DC location(s) — Bharat and cooling are in MSP scope or under infrastructure, including
Physical Mandapam only or other a separate civil/electrical contract. power supply, cooling, and
locations? (b) Number of Rack count drives cabling and asset related facilities, shall be the
racks in use (c) Power organisation effort. responsibility of ITPO. In the
configuration — UPS event of any issue pertaining
capacity, redundancy model to power, cooling, or electrical
(d) Cooling — precision AC infrastructure, the bidder
units, CRAC/CRAH count (e) shall promptly notify the
Structured cabling inside DC designated ITPO
— OFC or copper? (f) Is DC representative for necessary
action.
 covered under separate
electrical/civil AMC?
174. Infrastructure — For the 310 desktops: (a) Windows 10 EOL (Oct 2025) creates an As per RFP
Desktops: Detailed Complete asset register upgrade/migration scope. Domain join
OS & Domain (Make/Model/Serial/CPU/R status affects remote management and
Status AM/Storage/OS/Location/U patch deployment approach. This
ser) (b) How many running directly drives EUC migration BOQ.
Windows 10 vs Windows 11?
(c) How many are domain-
joined? (d) How many need
RAM/SSD upgrade for
Windows 11 compliance? (e)
Which models are EOL for
Microsoft support?
175. Infrastructure — For the 39 laptops: (a) Remote laptops require MDM tools. As per RFP
Laptops: MDM & Complete asset register with Apple devices need JAMF. BitLocker
Encryption Status user assignment (b) keys must be escrowed in Active
BitLocker/encryption status Directory or Azure AD. Each gap
(c) How many are creates additional licensing and
remote/travelling users vs configuration BOQ.
office-based? (d) MDM
solution in use
(Intune/JAMF/other)? (e)
Apple MacBooks — enrolled
in Apple Business Manager?
176. Infrastructure — For the 142 printers/MFDs: Drum/fuser status determines first- As per RFP
Printers: Volume, (a) Complete register by month repair demand. Fuser kits cost
Fuser Health & location (b) Monthly print ₹3,000–15,000 each — knowing
OEM Status volume per device (c) Current current condition allows accurate Y1
toner/consumable stock spares budget. Print volume also
levels (d) Which models have determines PM cycle frequency.
exhausted drum/fuser life?
(e) Network-connected vs
USB-only? (f) Follow-me/pull
 printing in place? (g) Which
units are under OEM AMC vs
expired?
177. Infrastructure — UPS inventory and status: (a) APC BX600/1100 batteries have 3–5 As per RFP
UPS: Battery Age & Battery age (last replacement year life. Most are likely due for
Generator date) for each of the 11 units replacement in Y1 — this is a
(b) Are there additional rack- significant budgetable cost. Generator
mounted UPS units in DC not and centralised UPS may be under a
listed? (c) UPS capacity per separate electrical AMC, defining the
building (d) Is centralised MSP boundary.
UPS/generator in place for
DC? (e) Who currently
maintains centralised power
infrastructure?
178. Infrastructure — For the 5 VC systems and Exhibition halls at Bharat Mandapam As per RFP
Video additional AV: (a) All can have substantial AV installations.
Conferencing & AV AV/display equipment in Boundary between IT scope and
Scope Bharat Mandapam (LED AV/electrical scope must be defined —
walls, projection systems, PA each AV system in MSP CAMC scope
systems) (b) VC platform in adds PM and parts cost.
use
(Webex/Teams/Zoom/custo
m) (c) Who manages VC
licensing and bridging? (d) Is
AV/VC under separate AMC?
(e) Are there more than the 13
biometric machines listed?
179. Infrastructure — For iPads (24 units), Surface Without MDM, per-device manual As per RFP
Mobile Devices & devices (31 units), Galaxy configuration effort is very high. JAMF
Tablets MDM Tabs (3 units): (a) Are these licensing for 24 iPads ~₹1,500–
enrolled in an MDM 2,500/device/year. Samsung Knox for
(Intune/JAMF/Samsung Galaxy Tabs requires separate
Knox)? (b) Who manages app licensing. All add to BOQ.
deployment? (c) Are corporate
 email profiles configured? (d)
Screen protectors/covers —
asset or consumable? (e)
Lost/stolen replacement
policy?
180. Infrastructure — ITPO procurement plan for Per Annexure-11 §18, ALL future As per RFP/ Corrigendum-1
Future next 2 years: (a) Any planned assets come under FMS at no extra
Procurement Plan desktop/laptop refresh? How cost to ITPO. Knowing the scale of
(2-Year) many units? (b) Server planned additions allows MSP to build
refresh or new procurement? in capacity buffer — without this, asset
(c) Network refresh absorption risk is unquantifiable
(switch/firewall upgrades)?
(d) Any new building/location
to be covered? (e) Any cloud
migration planned? (f) Any
new application
deployments?
181. Infrastructure — Current asset register status: If no verified register exists, MSP must As per RFP
Asset Register (a) Does ITPO have a verified, conduct a 30–60-day baseline audit
Current Status current asset register? (b) In before ITAM is operational. This 3–5
what format engineer-day effort for 2,500 assets
(Excel/tool/paper)? (c) When must be priced separately. Without the
was the last physical register, Day-1 ITAM go-live is
verification done? (d) impossible.
Estimated accuracy of
current records (%)? (e) Will
ITPO provide the register at
contract start, or does MSP
discover from scratch?
182. Network — Network topology: (a) Is a Network topology complexity As per RFP
Topology, VLANs & current network topology determines admin effort and skill levels
WAN Architecture diagram available (logical + required. MPLS/SD-WAN adds WAN
physical)? (b) How many management scope beyond LAN
VLANs are configured? (c) Is
 MPLS WAN in use between administration. Without topology, NMS
ITPO locations? (d) Is SD- tool configuration is impossible.
WAN deployed? (e) What
routing protocol is in use
(OSPF/BGP/static)?
183. Network — ISP Internet connectivity: (a) ISP MSP must coordinate ISP escalations. As per RFP
Connectivity & name(s) and circuit IDs (b) If NIC manages internet, MSP's control
Redundancy Bandwidth per link (c) Is is limited and SLA boundary must be
redundant internet in place clearly defined — NIC outage vs. ISP
(primary + secondary ISP)? (d) outage vs. MSP-side fault must be
Failover — manual or distinguishable.
automatic (BGP)? (e) Who
manages the ISP relationship
— ITPO or NIC? (f) ISP SLA
terms?
184. Network — Firewall configuration: (a) Firewall rule management is high-risk. As per RFP
Firewall Platform & Firewall make/model and NGFW vs. legacy firewall determines
Change Control firmware version (b) Number security skill requirement. Number of
of active firewall rules rules affects audit and change
(approximate) (c) Is management effort. Change control
UTM/NGFW in place? (d) process determines who signs off —
IPS/IDS enabled? (e) Who affecting MSP authority boundaries.
currently manages firewall
rule changes — internal IT or
ISP/OEM? (f) Change control
process for firewall rules?
185. Network — Wireless infrastructure: (a) Exhibition hall Wi-Fi for large events is As per RFP
Wireless Wireless controller a critical service. AP count and
Infrastructure & make/model (b) Total AP controller model determine admin
Exhibition Wi-Fi count and distribution across complexity. Large exhibitions may need
buildings/exhibition halls (c) 100+ APs — whether owned or rented
SSID configuration drives the temporary Wi-Fi deployment
(corporate/guest/event) (d) Is BOQ.
802.1X authentication in
 place? (e) Wi-Fi 5 or Wi-Fi 6?
(f) Exhibition hall Wi-Fi —
temporary or permanent APs?
(g) Guest Wi-Fi captive portal?
186. Security — SIEM, Security monitoring: (a) Is a SIEM is not explicitly in tender scope ITPO is presently not using
SOC & CERT-In SIEM deployed? If yes, which but security posture reporting is any Security Information and
Compliance platform? (b) Is there an required. If SIEM is expected, the cost Event Management (SIEM)
internal SOC or is security impact is ₹5–20L. CERT-In compliance solution.
monitoring outsourced? (c) may mandate specific controls within Security Information and
Log sources connected to the MSP's EDR and monitoring scope. Event Management (SIEM) is
SIEM? (d) Are security alerts not within the scope of the
currently reviewed and present RFP. Accordingly,
actioned? (e) Regulatory details relating to SIEM
compliance requirements deployment, SOC operations,
(CERT-In, MeitY)? log sources, and SIEM-based
monitoring are not applicable
under this tender. The
successful bidder shall comply
with the security
requirements, technical
specifications, and applicable
SLA provisions specified in the
bid document.
187. Security — Vulnerability management: The SLA framework references monthly Vulnerability
Vulnerability (a) Is a VA/PT tool in place? vulnerability status reports. If no VA Assessment/Penetration
Management & (b) Frequency of VA scans — tool exists, MSP must propose and Testing (VA/PT) tools and
Open VA Findings quarterly/half-yearly? (c) price one. Open critical vulnerabilities related activities are not
Who conducts VA/PT — become immediate MSP responsibility within the scope of the present
internal or external? (d) Last at contract start — knowing their count RFP. The successful bidder
VA report available? (e) Count is essential for risk pricing. shall perform vulnerability
of critical/high open management activities only to
vulnerabilities? the extent specified in the
scope of work, technical
specifications, and SLA
 requirements of the bid
document. No further details
are applicable under this
tender.
188. Security — Data Data protection: (a) Has ITPO EDR specification includes DLP As per RFP
Classification, DLP classified data capability. Without data classification,
& USB Policy (Public/Internal/Confidential DLP policy cannot be designed at all.
/Restricted)? (b) Is a DLP USB policy directly drives the device
solution in place? (c) Which control configuration in the proposed
data types are classified EDR solution.
sensitive? (d) USB/removable
media policy — blocked or
audited? (e) Email DLP in
place?
189. Security — PAM, Privileged access Admin credential management is Privileged Access Management
MFA & Privileged management: (a) How many critical for security. Without PAM (PAM) is not within the scope
Access admin accounts exist? (b) Is a documentation, MSP cannot of the present RFP. Relevant
PAM tool deployed? (c) Are implement secure handover protocols access and credentials, as
service accounts or establish proper access governance required for execution of the
documented? (d) Is MFA from Day-1. contract, shall be provided to
enabled for admin access? (e) the successful bidder during
Remote desktop access policy the transition/mobilization
for servers? phase in accordance with
ITPO's security policies and
the scope of work.
190. Server — Windows Windows Server environment: Windows Server 2012/2012R2 is past As per RFP/ Corrigendum-I
Server (a) Total physical and virtual Extended Support (Oct 2023) — MSP
Environment & AD Windows servers (b) OS managing unsupported OS carries
versions in use security liability. DC count determines
(2012/2016/2019/2022) (c) AD redundancy and admin complexity.
Roles assigned
(DC/DNS/DHCP/File/Print/
IIS/WSUS) (d) Number of
Active Directory Domain
 Controllers (e) Forest/domain
structure (f) WSUS
configured?
191. Server — Linux Linux server environment: (a) Linux admin requires different skills At present, ITPO does not have
Server Total Linux servers (physical from Windows. RHEL licensing affects a Linux server environment. If
Environment and virtual) (b) Distributions patch management. A mix of distros any Linux-based
(RHEL/CentOS/Ubuntu/SU complicates standardisation and infrastructure is introduced
SE) (c) Roles increases admin effort. during the contract period, the
(web/app/DB/middleware) successful bidder shall
(d) Are servers registered with support and manage the same
RHEL Satellite or similar in accordance with the
patch tool? (e) Root access requirements specified in the
control method? tender. No Change.
192. Server — Active Active Directory details: (a) User count determines helpdesk At present, ITPO is not using
Directory User & Domain name and forest workload and ITSM user license count. Active Directory. The
GPO Count structure (b) Number of user GPO count determines admin successful bidder shall
accounts complexity. Azure AD Connect adds integrate the ITSM solution
(total/active/disabled) (c) cloud admin scope and associated with the existing and future
Number of computer objects licensing. ITPO systems, applications
(d) Number of Group Policy and third-party platforms,
Objects (GPOs) (e) AD wherever required and
replication health — known technically feasible, through
issues? (f) Is Azure AD / Entra standard APIs, connectors or
ID in use? (g) Any AD trust other supported integration
relationships? mechanisms. The required
integrations shall be finalized
during the implementation
phase in consultation with
ITPO. No Change.
193. Server — Database Database environment: (a) Oracle RAC requires an OCP-certified As per RFP
Platforms & Oracle Platforms in use DBA — a specialist not included in
Licensing Risk (Oracle/MSSQL/MySQL/Pos Annexure-12. Oracle licensing
tgreSQL) (b) Version numbers compliance is a high-risk area. Without
(c) Number of instances per
 platform (d) Databases on- DB inventory, DBA scope and team
premise vs NIC cloud (e) composition cannot be determined.
Database sizes (approximate)
(f) Is Oracle Exadata or RAC
in use? (g) DBA currently in-
house or outsourced?
194. Server — Applications hosted on ITPO Application support scope determines As per RFP
Application infrastructure: (a) Business skill requirements for Sr. App Support
Landscape application list Engineers. Custom applications may
(name/platform/vendor/vers require developer access which is
ion) (b) Which are mission- entirely outside MSP scope.
critical? (c) Web-based or
thick-client? (d) Middleware
platforms
(JBoss/WebLogic/Apache/II
S)? (e) Any custom/in-house
developed applications? (f)
Application vendor support
contracts?
195. Server — Backup Backup environment: (a) RTO/RPO targets drive the entire As per RFP
Infrastructure & Backup solution and version backup architecture design. Tape
RPO/RTO Targets (Veeam/Commvault/Veritas/ requires physical media management.
other) (b) Backup topology Without knowing the existing tool, skill
(LAN/SAN/NDMP/cloud) (c) requirements and licensing BOQ
Schedule and retention policy cannot be determined.
(d) Tape vs D2D vs cloud (e)
Last successful restoration
test date (f) RTO and RPO
targets per system tier (g)
Backup storage capacity and
utilisation
196. Server — DR Site & Disaster Recovery: (a) Is a DR DR scope significantly impacts pricing. At present, ITPO does not have
Business site in place? Location? (b) DR DR drills require planned downtime a Disaster Recovery (DR) site.
Continuity technology and dedicated resources. If NIC cloud The scope of work includes
 (replication/backup is the DR target, MSP needs a formal support for backup and
restore/VMware SRM/other) NIC coordination SLA. recovery as specified in the
(c) Last DR drill — date and tender. Any future DR
result (d) RTO and RPO at DR implementation, if undertaken
site (e) Is DR in this MSP during the contract period,
scope or managed separately? shall be supported by the
(f) NIC cloud used as DR successful bidder as per
target? ITPO's requirements and
mutually agreed scope. No
Change.
197. DC — Physical DC Data Centre operations: (a) Is Physical DC management may require As per RFP
Management & DC access biometric/card- DC-specific skills. DCIM tool
DCIM controlled? (b) CCTV integration with ITSM is valuable.
coverage? (c) Environmental Asset labelling accuracy directly
monitoring impacts ITAM quality from Day-1.
(temperature/humidity/smo
ke/water) in place? (d) Is a
DCIM tool deployed? (e) Asset
labelling convention in DC? (f)
Change management process
for DC physical changes?
198. ITSM — Current Current helpdesk/ITSM tool: Ticket volume validates the 2- As per RFP
Helpdesk Tool & (a) Tool name and version (b) helpdesk-executive staffing model.
Ticket Migration Monthly ticket volume Category split informs knowledge base
(average) (c) Ticket categories design priority. Data migration is a 5–
(hardware/software/network 10-day effort that must be separately
/access — % split) (d) First priced.
contact resolution rate
currently (e) Average
resolution time by priority (f)
Is historical ticket data to be
migrated to new ITSM?
199. ITSM — Non-IT ITSM non-IT domains Non-IT departments dramatically As per RFP/ Corrigendum-I
Service Domain (housekeeping/security/civil increase ITSM user license count. 50 IT
 User Count & /HVAC/transport/HR/financ users vs. 500 enterprise-wide users =
Phasing e): (a) Which departments will 10× price difference. Department-
actively use ITSM from Day-1 specific SLAs add ITSM configuration
vs. phased? (b) Approximate complexity.
number of users per
department (c) Will non-IT
staff raise own tickets via
portal? (d) Are department-
specific SLAs required?
200. ITSM — Systems requiring ITSM Each integration point requires API At present, ITPO is not using
Integration integration: (a) Active development effort. AD integration is Active Directory. The
Requirements (AD, Directory — user sync, auto- mandatory (stated in spec). ERP and successful bidder shall
NIC, ERP, provisioning? (b) NIC biometric integrations add 3–5 integrate the ITSM solution
Biometric) monitoring systems? (c) engineer-days per system. Without this with the existing and future
Email platform (NIC list, ITSM implementation scope is ITPO systems, applications
mail/MS365)? (d) Any ERP incomplete. and third-party platforms,
(SAP/Oracle)? (e) Biometric wherever required and
attendance system? (f) technically feasible, through
CCTV/physical security? (g) standard APIs, connectors or
Any existing procurement other supported integration
system? mechanisms. The required
integrations shall be finalized
during the implementation
phase in consultation with
ITPO. No Change.
201. ITSM — Self- Self-service expectations: (a) Portal user count = ITSM license count. As per RFP
Service Portal: Total ITPO employee count Hindi language requirement adds
User Count, (confirm ~500?) — all with localisation effort. Self-service
Language & portal access? (b) Is mobile password reset requires AD integration
Password Reset app for IT staff only or all configuration. Service catalog scope
users? (c) Languages — determines go-live readiness criteria.
English/Hindi? (d) AD-
integrated password reset
 required? (e) Service catalog
items required from Day-1?
202. ITSM — Reporting, Reporting expectations: (a) Large-screen live dashboards require As per RFP
Dashboard & MIS Who receives SLA reports (IT additional hardware and ITSM
Format head/department configuration. Custom reports =
heads/DG/CMD)? (b) Are ongoing development commitment. If
real-time dashboards needed ITPO has a prescribed MIS format,
on display screens in ITSM reporting module must be
NOC/meeting rooms? (c) configured to match it.
Report formats
(PDF/Excel/live dashboard)?
(d) Specific KPIs beyond
Annexure-10? (e) Existing
MIS format ITPO uses?
203. Helpdesk — Daily Helpdesk user base: (a) Total A 2-executive helpdesk model must be As per RFP
Call Volume, IT users at ITPO HQ (b) Users validated against actual call volume. If
Contact Channels at other covered locations (c) 100+ calls/day, 2 executives are
& Peak Periods Current contact channels insufficient. Peak period planning
(phone/email/walk- affects shift design and overtime cost
in/portal) (d) Helpdesk model.
operating hours — Mon-Fri 9-
6 or extended? (e) Average
daily call volume (f) Peak
periods (exhibitions/budget
season)?
204. ITSM — Change Change management: (a) Is a Without CAB structure, MSP cannot As per RFP
Management & formal Change Advisory define the change workflow in ITSM.
CAB Structure Board (CAB) in place? (b) Who Blackout periods affect PM scheduling.
approves standard vs Monthly change volume determines
emergency changes? (c) What change management resource
is the current change freeze allocation.
period (exhibitions/events)?
(d) Blackout period advance
 notice? (e) Approximate
monthly change volume?
205. Events — Annual Please provide the events Resource planning for events depends As per RFP
Events Calendar & calendar for FY 2026-27 and on frequency and advance notice.
Advance Notice 2027-28: (a) Number of major Without calendar, standby staffing
national/international model cannot be designed and event
exhibitions per year (b) support cost is unquantifiable.
Number of ministerial/VIP
events (c) Number of
conferences/seminars (d)
Advance notice typically given
to IT team before events (e)
Longest continuous event
duration (days)?
206. Events — For exhibitions at Bharat Large exhibitions may need 500+ As per RFP. Wi-Fi services not
Exhibition IT Mandapam: (a) Maximum concurrent Wi-Fi connections to be provided by MSP. Only
Infrastructure concurrent users/visitors requiring significant AP deployment. If respective vendor coordination
Scale needing Wi-Fi (b) Temporary ITPO owns the temporary APs, MSP under scope of this RFP.
network points needed per deploys and manages. If rented, MSP
hall (c) Are temporary APs coordinates. This changes cost and
owned by ITPO or rented from effort significantly.
event organiser? (d) Separate
event VLAN/SSID for each
exhibition? (e) Registration
kiosks, LED walls, PA
systems — MSP scope?
207. Events — After- Extended support: (a) How Extended hours support affects As per RFP
Hours, Extended many events per year require resource employment contracts and
Support & MSP support beyond 18:30? statutory compliance (overtime rates
Compensation (b) How many weekend events under Shops & Establishments Act).
per year? (c) Without this, after-hours cost model is
Overtime/compensatory-off a guess.
arrangement for resources on
extended duty? (d) Minimum
 advance notice for after-hours
call-out?
208. Transition — Current service provider Transition from an incumbent MSP is As per RFP
Incumbent MSP & status: (a) Is there an the highest-risk phase of any managed
Knowledge incumbent MSP or in-house services engagement. Without
Handover management? (b) If structured handover, the new MSP
incumbent, when does their takes over blind — almost
contract expire? (c) Will there guaranteeing early SLA breaches.
be a parallel run/overlap
period? (d) Will ITPO facilitate
structured knowledge
transfer from incumbent to
new MSP? (e) Will incumbent
provide documentation,
configs, and credentials?
209. Transition — Existing documentation: (a) Each undocumented system adds As per RFP
Existing Network diagrams (logical + discovery time and risk to service
Documentation & physical) — available? (b) continuity. Missing password vault is a
Credential Server configurations and Day-1 security incident risk. Historical
Availability baselines? (c) Application run incident data informs resource
books? (d) ITAM register? (e) allocation and common issue
Password vault / credential knowledge base design.
repository? (f) Historical
incident data (last 12
months)? (g) Vendor contacts
and SLA documents?
210. Transition — Contract commencement 19 resources + police verification + As per RFP
Mobilisation expectations: (a) Expected access cards + ITSM implementation +
Timeline & SLA mobilisation period after LOA EDR rollout + ITAM baseline cannot
Grace Period — 15/30/45 days? (b) Can realistically be done in under 60 days.
services start in phases If SLAs apply from Day-1, early penalty
(helpdesk Day-1, full FMS deductions are almost certain and
Day-30, ITSM/EDR Day-60)? commercially unfair.
(c) Will ITPO impose SLA
 penalties during
mobilisation? (d) Is there a
grace period for SLA
compliance?
211. Transition — Workspace and facilities: (a) Without ITPO workspace, MSP must As per RFP. Workspace for
Facility Readiness Will ITPO provide dedicated lease near Bharat Mandapam (central resources hired under this
& Buffer Stock workspace for 19 MSP Delhi — ₹80,000–1,50,000/month). contract shall be provided by
Storage resources? (b) If yes, how Without secure storage for buffer ITPO.
many workstations/desks? stock, ₹8–12L of equipment is at risk.
(c) Will MSP resources get Both must be confirmed before bid
ITPO email IDs or use submission.
corporate email? (d) ITSM tool
access credentials from Day-
1? (e) Secure storage available
for buffer stock (₹8–12L
worth)?
212. SLA — SLA measurement: (a) Which SLA measurement source determines As per RFP
Measurement tool will measure SLA whether MSP or ITPO controls the data.
Methodology & compliance — ITSM tool or Discrepancy resolution process
Authoritative ITPO's own monitoring? (b) If prevents month-end billing disputes.
Source discrepancy between ITSM Scheduled maintenance exclusion is
report and ITPO critical to prevent valid downtime from
measurement, which is counting as SLA breach. PRIORITY:
authoritative? (c) How is CRITICAL
"scheduled maintenance"
approved and excluded from
downtime? (d) Is SLA
measured on calendar month
basis or rolling 30 days?
213. SLA — Exclusions SLA exclusion framework: (a) Without clear SLA exclusions for third- As per RFP
(NIC, ISP, Power, NIC cloud outage — excluded party failures, MSP bears penalty for
OEM Delay) from MSP SLA? (b) ISP failure events entirely outside its control. Each
— excluded if ISP breach exclusion category must be explicitly
documented? (c) Power failure
 at ITPO (UPS/generator) — listed in the contract SLA schedule.
excluded? (d) OEM-delayed PRIORITY: CRITICAL
spare parts beyond 7 days —
excluded? (e) Natural
disasters, public curfew —
excluded? (f) ITPO-approved
change window — excluded?
214. SLA — FCR First Contact Resolution (FCR Hardware issues always require As per RFP
Definition & ≥ 70%) definition: (a) FCR = engineer site visit — they cannot be
Hardware resolved within first call, or FCR by definition. If hardware tickets
Exclusion resolved without escalation? count in the FCR denominator,
(b) Is a ticket closed within 15 achieving 70% FCR is extremely
minutes of logging counted as difficult with the given team size.
FCR? (c) Are standard service
requests (password reset,
software install) counted in
FCR denominator? (d) Is
hardware repair excluded
from FCR measurement?
215. SLA — CSAT CSAT (≥ 90%) measurement: 90% CSAT is an extremely high target As per RFP
Measurement & (a) How is CSAT measured — for IT support. Low survey response
Response Rate ITSM auto-survey on ticket rates (typical in IT — 15–25%) can skew
Validity closure? (b) What survey results. Measurement methodology
response rate is expected? (c) must be agreed before contract signing
If response rate < 30%, is the to avoid disputes.
score still valid? (d) Is CSAT
weighted or simple average?
(e) What if CSAT is 85% due
to user perception issues
unrelated to MSP quality?
216. SLA — P1 After- P1 SLA: 15-min 24×7 P1 response requires on-call As per RFP
Hours Response & acknowledgement, 30-min engineers with additional
ITPO Availability response, 4-hour resolution. compensation. Without ITPO IT head
For after-hours P1 (post- availability after hours, P1 incidents
 18:30, weekends): (a) Is MSP requiring ITPO decisions (e.g.,
expected to maintain 24×7 emergency firewall rule change, DC
on-call for P1? (b) What is the access) cannot be resolved regardless
on-call resource designation? of MSP effort. PRIORITY: CRITICAL :
(c) Does 4-hour resolution
SLA still apply at 2 AM? (d) Is
ITPO's IT head available after
hours for P1 decision-
making?
217. Server Supply — Server supply BOQ: (a) How Without server quantity, the financial As per RFP.
Quantity, OEM many servers are to be BOQ has a ₹15–75L gap (1 server vs. 5 2 servers are proposed to be
Preference & supplied under this contract? servers). Windows Server Data center procured under this RFP as
Windows License (b) Is server supply at edition costs 5× Standard. VM count already indicated in the BoQ.
contract start or on-demand determines edition selection. These are
during contract period? (c) CRITICAL for accurate BOQ.
Does ITPO have OEM PRIORITY: CRITICAL
preference (HP ProLiant/Dell
PowerEdge/Lenovo)? (d) Is
the Windows Server 2022
Standard license hardware
OEM bundled or separate
Microsoft volume license? (e)
How many VMs per server —
Standard (2 VMs) sufficient or
Data center edition needed?
218. Server Supply — Server supply logistics: (a) Are Full racks may require new rack The successful bidder shall
Rack Space, MII DC racks available with free U procurement (₹1–2L each). 4-hour NBD provide complete supply,
Compliance & space? (b) Is power cabling to ARP warranty costs 30–40% more than installation, rack mounting,
Warranty Model rack and SAN connectivity in standard NBD warranty. MII connectivity, configuration,
server supply scope? (c) Must compliance for server hardware must testing, commissioning and
warranty be directly from be verified against current PPP-MII integration, including racks (if
OEM (HP Care Pack/Dell Order before committing to HP/Dell required). The offered servers
ProSupport), or can MSP OEM. shall be covered under OEM-
provide back-to-back backed warranty/support as
 warranty? (d) 4-hour or Next- specified in the tender, with
Business-Day hardware the bidder responsible for all
response under warranty? (e) warranty and SLA obligations.
Are HPE/Dell servers The offered products shall
assembled in India comply with the applicable
(Bangalore/Chennai) MII Public Procurement
compliant — what local (Preference to Make in India)
content % is achieved? Order, 2017, as amended.
219. Eligibility Criteria Joint Venture is not been As per RFP
asked in the tender thus Joint
Venture companies will be
allowed to participate or not.
220. Eligibility Criteria If the proprietor ship firm has As per RFP
been converted to Company
in the current financial year
then the credentials will be
acceptable (Such as
Turnover, Experience,
Performance, Solvency, etc.)
although the proprietor and
the director remains the
same.
221. point no. 12 (j), In point no. 12 (j) you asked As per RFP
“OEM for “OEM
Authorization/MA Authorization/MAF” from
F” respective OEM’s whereas NO
SUCH authorization/MAF is
provided by the OEM’s for
CAMC proposals for
participation in the tender.