e-RFP Ref No.

JKB/CHQ/T&D/Corporate-Website/2024-1105
Dated: 20-06-2024

Online Request for Proposal (e-RFP)

For
Design, Revamping, Development & Maintenance of Bank’s
Corporate Website

e-RFP Ref No.:JKB/CHQ/T&D/Corporate-Website/2024-1105

Dated: 20-06-2024

Issued By
J&K Bank
Technology & Development,
5th Floor, Corporate Headquarters
M.A .Road, Srinagar
Phone No :+91-8375917707
email id – [Link]@[Link]

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BID SCHEDULE

JKB/CHQ/T&D/Corporate-Website/2024-1105
e-RFP Reference No.
Dated: 20-06-2024

Date of Issue of RFP 24-06-2024

Design, Revamping , Development &

RFP Description
Maintenance of Bank’s Corporate Website

Issuer of the RFP-Department Technology & Development Department

J&K Bank
Technology & Development,
Ground Floor, Air India Building,
Bank’s Communication Details
Residency Road, Srinagar
Mr. Basharat Ahmad Bhat
Phone No :+91-8375917707
email id –[Link]@[Link]
Rs.1,500/-(Rupees Two Thousand Five Hundred
Only) to be deposited through Transfer / NEFT
to the below detailed A/c:
Account Name: Tender Fee/ Cost Account
RFP Application Fee 16-digit Account No : 9931530300000001
(Non – Refundable ) IFSC Code: JAKA0HRDCHQ (0 denotes zero)
Bank: The J&K Bank Ltd
Branch: Corporate Headquarters
M.A Road Srinagar J&K – 190001
Rs.2,00,000/- (Rupees Two Lac Only) to be
deposited through Transfer / NEFT only to below
A/c:
Account Name: Earnest Money Deposit (EMD)
16-digit Account No : 9931070690000001
Earnest Money Deposit (EMD) IFSC Code: JAKA0HRDCHQ (0 denotes zero)
( Refundable ) Bank: The J&K Bank Ltd
Branch: Corporate Headquarters
MA Road Srinagar J&K – 190001

(EMD is exempted for all Start-ups as recognized

by DPIIT/DIPP)

Performance Bank Guarantee 5% of Total Project Cost

Bid Document Availability NIT is available on and can be submitted on

including changes/amendments, Bank’s e-Tendering Services Provider’s Portal

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if any to be issued [Link]

June 24, 2024 16.00 Hrs.
July 15, 2024 17.00 Hrs.
All Clarifications/Queries shall be raised online
Pre-bid Queries submission Date only through e-Tendering Portal
and Mode [Link] by or
before June 01 ,2024

Clarifications to pre-bid queries All communications regarding points / queries

will be provided by the Bank. requiring clarifications shall be given online
through prescribed e-
Tendering Portal on
June 09 ,2024

Last Date of Submission of RFP July 15, 2024 17.00 Hrs.

As prescribed in Bank’s online tender portal

Submission of online Bids
[Link]
Date and time of opening of
To be notified separately
technical bid
All the Corrigendum will be uploaded on online
Corrigendum tender portal [Link]
only
Service Provider:
M/s. e-Procurement Technologies Limited
( Auction Tiger) , B-705, Wall Street- II,
Opp. Orient Club, Ellis Bridge, Near
Gujarat College, Ahmedabad- 380006,
For e-Tender related queries Gujarat
Help Desk:
Contact Persons: Mr. Nandan Valera
Mobile No.: 9081000427 / 9904407997
Landline: 079-68136831/ 6857 / 6820 / 6843 /
6853 /
6829 / 6835 / 6863 / 6852 / 6840

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DISCLAIMER
The information contained in this RFP document or any information provided subsequently to
bidder(s) whether verbally or in documentary form/email by or on behalf of the J&K Bank is
provided to the bidder(s) on the terms and conditions set out in this RFP document and all other
terms and conditions subject to which such information is provided. This RFP is neither an
agreement nor an offer and is only an invitation by the J&K Bank to the interested parties for
submission of bids. The purpose of this RFP is to provide the bidder(s) with information to assist
the formulation of their proposals. While effort has been made to include all information and
requirements of the Bank with respect to the solution requested, this RFP does not claim to include
all the information each bidder may require. Each bidder should conduct its own investigation and
analysis and should check the accuracy, reliability and completeness of the information in this RFP
and wherever necessary obtain independent advices/clarifications. The Bank makes no
representation or warranty and shall incur no liability under any law, statute, rules or regulations
as to the accuracy, reliability or completeness of this RFP. The Bank may in its absolute discretion,
but without being under any obligation to do so, update, amend or supplement the information in
this RFP. The Bank and its officers, employees, contractors, agents, and advisers disclaim all
liability from any loss or damage (whether foreseeable or not) suffered by any person acting on or
refraining from acting because of any information including forecasts, statements, estimates, or
projections contained in this RFP document or conduct ancillary to it whether or not the loss or
damage arises in connection with any negligence, omission, default, lack of care or
misrepresentation on it.

The Bank also accepts no liability of any nature whether resulting from negligence or otherwise,
howsoever caused arising from reliance of any Bidder upon the statements contained in this RFP.
The Bidder is expected to examine all instructions, forms, terms and specifications in this RFP.
Failure to furnish all information required under this RFP or to submit a Bid not substantially
responsive to this RFP in all respect will be at the Bidder’s risk and may result in rejection of the
Bid.

The issue of this RFP does not imply that the Bank is bound to select a Bidder or to award the
contract to the Selected Bidder, as the case may be, for the Project and the Bank reserves the
right to reject all or any of the Bids or Bidders without assigning any reason whatsoever before
issuance of purchase order and/or its acceptance thereof by the successful Bidder as defined in
Award Criteria and Award of Contract in this RFP.

The Bidder shall, by responding to the Bank with a bid/proposal, be deemed to have accepted the
terms of this document in totality without any condition whatsoever and accepts the selection and
evaluation process mentioned in this RFP document. The Bidder ceases to have any option to
object against any of these processes at any stage subsequent to submission of its responses to
this RFP. All costs and expenses incurred by interested bidders in any way associated with the
development, preparation, and submission of responses, including but not limited to the
attendance at meetings, discussions, demonstrations, etc. and providing any additional
information required by J&K BANK, will be borne entirely and exclusively by the Bidder.

The bidder shall not assign or outsource the works undertaken by them under this RFP assignment
awarded by the Bank without the written consent of the Bank. The Bidder hereby agrees and

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undertakes to Indemnify the Bank and keep it indemnified against any losses, damages suffered
and claims, action/ suits brought against the Bank on account of any act or omission on part of
the Bidder, its agent, representative, employees and sub-contractors in relation to the
performance or otherwise of the Services to be provided under the RFP. The bidders shall not
assign or outsource the works undertaken by them under this RFP awarded by the Bank, without
the written consent of the Bank.

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List of Abbreviations

DC Data Centre
DR Disaster Recovery
HA High Availability
BG Bank Guarantee
OEM Original Equipment Manufacturer
PBG Performance Bank Guarantee

SP Service Provider

EMD Earnest Money Deposit

SLA Service Level Agreement
NDA Non-Disclosure Agreement
SI System Integrator
TCO Total Cost of Ownership
API Application Program Interface
PO Purchase Order
RFP Request For Proposal
CBS Core Banking Solution
UAT User Acceptance Testing
ITIL Information Technology Infrastructure Library
MTTR Mean Time To Restore
RTO Recovery Time Objective
RPO Recovery Point Objective
BCP Business Continuity Plan
DSD Design Specification Document
DRP Data Recovery plan
BCP Business Continuity Plan
W3C World Wide Web Consortium
GIGW Government of India Guidelines for Website
WCAG Web Content Accessibility Guidelines
SEO Search Engine Optimization
UI User Interface
UX User Experience

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RTL Right to Left

OWASP The Open Worldwide Application Security Project
RCA Root Cause Analysis
VAPT Vulnerability and Penetration Testing
HTML Hypertext Markup Language
XML Extensible Markup Language
DHTML Dynamic Hypertext Markup Language
PSD Photoshop Documents
PPT PowerPoint Template
SSL Secure Socket Link
CMS Content Management System

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CONTENTS

SECTION A-INTRODUCTION

1 Brief about Bank 5 Scope of Work

2 Purpose Of RFP 6 Location of Work

3 Eligibility Criteria 7 Invitation for Tender Offer

4 Infrastructure Sizing 8 Project Delivery Milestones

SECTION B-EVALUATION PROCESS

1 Stage A-Evaluation of Eligibility 2 Stage B-Technical Evaluation

3 Stage C-Evaluation of Commercial

Bid

SECTION C-RFP SUBMISSION

1 e-tendering Process 8 Deadline for Submission of Bids

2 Service Provider 9 Bid Validity Period

3 RFP Fees 10 Bid Integrity

4 Earnest Money Deposit 11 Cost of Bid Document

5 Performance Bank Guarantee 12 Contents of Bid Document

Modification and Withdrawal of

6 Tender Process 13
Bids

7 Bidding Process 14 Payment Terms

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SECTION D-GENERAL TERMS & CONDITIONS

1 Standard of Performance 17 Project Risk Management

2 Indemnity 18 Information Security

Cancellation of Contract and No Set-Off, Counter-Claim and

3 19
Compensation Cross Claims

4 Liquidated Damages 20 Statutory Requirements

5 Fixed Price 21 Bidder Utilization of Know-how

6 Right to Audit 22 Corrupt & Fraudulent Practices

7 Force Majeure 23 Solicitation of Employees

8 Publicity 24 Proposal Process Management

9 Amendments 25 Confidentiality Provision

10 Assignment 26 Sub-Contracting

Applicable law and jurisdictions of

11 27 Reverse Auction
court

Resolution of Disputes and

12 28 Award Notification
Arbitration clause

13 Execution of Service Level

Agreement (SLA)/ Non-Disclosure 29 Suspension of Work
Agreement (NDA)

14 NO CLAIM Certificate 30 Taxes & Duties

15 Cost And Currency

16 No Agency

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SECTION E-Annexures

Annexure A-Confirmation of Terms Annexure H: Performance Bank

1 9
and Conditions Guarantee Format

Annexure B: Tender Offer Cover Annexure I: Non-disclosure

2 10
Letter Agreement (NDA)

3 Annexure C: Details of SI/OEM 11 Annexure J: Service Level Agreement

Annexure D: Compliance to
4 12 Annexure K: Undertaking
Eligibility Criteria

5 Annexure E: Technical Bid Form 13 Annexure L: Know Your Employee

Annexure E1:Techno-Functional Annexure M: Compliance

6 14
Requirements Requirements

Annexure F: Commercial Bid

7
Format

Annexure G: Bank Guarantee

8
Format

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A-INTRODUCTION

1. Brief About Bank:

The Jammu and Kashmir Bank Limited (J&K Bank / Bank) having its Corporate Headquarters at M.A
Road Srinagar, J&K -19001 has its presence throughout the country with 1000+ Branches and more
than 1400 ATMs. The Bank uses Information Technology in all spheres of its functioning by
connecting all its branches and offices through its WAN.J&K Bank functions as a universal Bank in
Jammu & Kashmir and as a specialized Bank in the rest of the country. Bank functions as a leading
bank in the Union Territories of Jammu & Kashmir and Ladakh and is designated by Reserve Bank
of India as its exclusive agent for carrying out banking business for the Government of Jammu &
Kashmir and Ladakh. J&K bank caters to banking requirements of various customer segments which
includes Business enterprises, employees of government, semi-government and autonomous bodies,
farmers, artisans, public sector organizations and corporate clients. The bank also offers a wide
range of retail credit products, including home, personal loans, education loan, agriculture, trade
credit and consumer lending, a number of unique financial products tailored to the needs of various
customer segments. The Bank, incorporated in 1938, is listed on the NSE and the BSE. Further
details of Bank including profile, products and services are available on Bank’s website at
[Link]

2. Purpose of RFP

The Jammu & Kashmir Bank Ltd., hereinafter called “J&K BANK” or “Bank” issues this “Request for
Proposal” hereinafter called “RFP”. The purpose of this RFP is to inform potential Bidders of a
business opportunity and to solicit proposals for Selection of Vendor for development, revamp &
Implementation of J&K Bank’s Corporate Website ([Link]) with responsive design, latest
UI, Visually attractive design etc. & migration from Bank’s existing website to new website.
• Bank invites Request for Proposal (RFP) from eligible vendors having proven past experience and
competence in providing Consulting, designing and development of Corporate Websites.
• This RFP document is neither an offer letter nor a legal contract, but an invitation for Request
for Proposal.
• No contractual obligation on behalf of the Bank whatsoever shall arise from this RFP process
unless and until a formal contract is signed and executed by duly authorized officers of J&K
BANK and the bidder.
• Bank can modify any / all of the terms of this RFP giving due notification through the Bank’s
website/e-Auction Portal and shall be entitled to entertain Request for Proposal’ (RFP) only
from the eligible bidders who will be selected based on the requirement and laid out norms as
set out in this document.
• J&K BANK will not be liable for any costs incurred by the bidder.

The technical features to be implemented for revamping/developing of all the Bank’s Website have
been detailed in, but not limited to, in Project Scope.

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3. Eligibility Criteria

J&K Bank shall scrutinize the Eligibility bid submitted by the bidder. A thorough examination of
supporting documents to meet each eligibility criteria (Annexure D) shall be conducted to
determine the Eligible bidders. Bidders not complying with the eligibility criteria are liable to be
rejected and shall not be considered for Technical Evaluation.

The bidders meeting the Eligibility Criteria as per Annexure D will be considered for technical
evaluation. Any credential/supporting detail mentioned in “Annexure D – Compliance to Eligibility
Criteria” and not accompanied by relevant proof documents will not be considered for evaluation.
All credential letters should be appropriately bound, labelled and segregated in the respective
areas. There is no restriction on the number of credentials a bidder can provide.

4. Infrastructure Sizing

Participant Bidder’s shall be required to submit commercials for both models (On-Premise
/Hosted Models). It shall be the discretion of the Bank to finalize the deployment model for
hosting the new Website.

Bidder shall submit a detailed architecture document detailing the below solution
environments, internal connections and their components (Bill of Materials) along with the
technical bid. The Solution architecture should be built considering the information set out in
this RFP, solution specific requirements and following solution environments:
1. UAT/Testing Environment
2. Development Environment
3. Production- Primary Data Centre Environment
4. Disaster Recovery Environment

The Bill of Materials should include the following details:

1. All hardware components of the solution necessary for enterprise level implementation of
the solution such as Servers/Appliances (Web/App/DB/Backup/Archival etc.), Storage
(App/DB), Load Balancers, Racks etc.

2. All software components of the solution such as Application/Web App/Backup/Archival).

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5. Scope of Work
J&K Bank intends to solicit proposals from reputed Service Providers for Design, Development,
revamp & implementation of J&K Bank’s Corporate Website ([Link]) with responsive
design, latest UI framework, visually attractive design rendered with relevant multimedia
functionalities & migration from bank’s existing website to new website. The new
revamped/developed website should be in alignment with corporate theme using latest web
technology to showcase bank’s products & services to current and potential clients in attractive,
user friendly and easily navigable manner and also comply with industry standards and guidelines
of various regulatory bodies including Reserve Bank of India, Ministry of Finance, MeitY etc. The
sites should be developed basis a defined information architecture & best practices for UI/UX.
Uniformity should be maintained across all the website of the bank.

A. General Scope
 Website is to promote and market products and services of the Bank.

 The new website shall be considered formally accepted (commissioned and

operationalized) after signing off the Acceptance Test Plan (ATP) document jointly by the
Bank’s Project Manager and Project Manager of the Selected Vendor.

 Selected Vendor will also provide a comprehensive User Acceptance Test (UAT) Plan along
with Technical Proposal covering every possible failure/negative scenarios. During
Acceptance Test, Selected Bidder shall also demonstrate and provide required documentation
for Business Continuity of service in every failure scenarios.

 Bidder will also be responsible to provide necessary documentation such as Project Plan, SRS
(Software Requirement Specifications), DSD (Design Specification Document), UAT (User
Acceptance Testing), Test Plans, DRP (Data Recovery Plan) & BCP (Business Continuity Plan),
Installation / Operational Manual, etc.

 Website must be beta tested to bank’s satisfaction before final go live.

 After award of the contract, successful Bidder has to appoint a Project Manager who
will be the single point of contact for the Bank throughout the project cycle. Also, Bank will
require the Project Manager to be located out of Bank’s office in Srinagar at least for a period
of one month till the website goes live for smooth co-ordination and execution. Replacement
of Project Manager should be informed to Bank at the earliest.

 Bidder has to provide training to a maximum of ten people as per the requirement at
a central location in Srinagar in our premises. Venue for the training will be provided by bank.
Training period should not be more than a week. Training must be provided by OEM certified
trainers. The cost of travelling/stay for trainers to be borne by bidder. Training to include
analytical tools implemented in the site(s).

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 Escalation Matrix to be provided by the Selected Bidder at the start of the project and should
adhere to it during the contract period. Any change in escalation matrix structure or contact
person should be informed to concerned Bank Officer immediately.

 Evaluate the existing website, understand the process, platform, applications and arrive at the
gap (gap analysis).

 Migrate the existing pages including content and database after redesign and reformat.

B. Website Development / Revamp/Site features/modules:

The Selected Bidder shall have to Study, Analyse and Evaluate the existing website with
respect to developing new website (integrating all existing separate components),
understand the process, platform, applications and arrive at the gap (gap analysis).The
new website should have the following features

• Each element in the website to conform to the international accessibility standards, the
World Wide Web Consortium (W3C), GIGW Govt. of India Guidelines for website and the
Web Content Accessibility Guidelines (WCAG) 3.0 Level AA, Google Core Web Vitals.

• The new website should be complying with the Bank’s security policy, MeitY, Govt. of
India/RBI guidelines.

• All regulatory and mandatory requirements w.r.t website including design, content,
functionality or any other technical requirement, which arise during the period of
contract and are to be complied by the Bank should be implemented without any extra
cost for entire period of contract.

C. Design

• Website to have sections for static as well as dynamic promotional content / banner,
product information including demo, online application form etc., survey / lead
generation forms, maps & locators, calculators, tender section, online contest, search
options, download option for forms/brochures, request for additional
information/enquiry, offline/online support, photo/video gallery, link for internet
banking, online lending journeys, other website/micro sites etc. apart from standard /
mandatory sections of a financial website. The features/functionality in current
corporate website of the bank needs to be incorporated/used and improved upon.

• While designing the website special care must be taken that the design and structure is
SEO friendly and optimization / scalability must be possible to increase SEO ranking of
the pages. Unique page definition, proper well defined URL structuring etc. to be
adopted by the Selected Vendor.

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• The design and development at all stages to adhere to Bank’s Branding Guidelines
with regards to Font, Colour, Logo , text Size etc.

• Migrate existing pages including content as well as database after redesign and reformat
as per requirement.

• Sites should open same in all major OS Platform (Mac OSX, Windows OS and Linux) and
Browsers (Chrome, Safari, Firefox and IE). Website structure is to be browser
independent (Safari, Chrome, Firefox, and Internet Explorer).

• Prepare User, Design & technical manuals and other documents for the developed
website in an easy to understandable and User friendly language with proper diagram,
screen-shots and charts where ever required.

• The design should organize business logic and presentation logic separately while
developing and implementing the proposed system. Thus, restricting the database
queries to be inserted inside the presentation and business logic, rather, it should be
written in the database only.

• Personalization of website for regular visitors/users should be included as an important

module and customer journey needs to be defined for the same.

 Website should have capability to capture dynamic data of visitors at various levels (the
number of times a visitor visits homepage/Web Pages, how much time is spent on each
webpage, at what time in day it visits the website, from which device, and any such
information related to the visitor) and should act dynamically i.e. displaying the
content, email sending, image adaptiveness, SMS sending, etc.

D. Language
 The website should have feature to include Multi-lingual capabilities, news,
announcements, chat facility, multimedia posts, audit trail, site search, photo gallery
etc. (all standard features).

 To implement multi-lingual (Urdu, Hindi & English) content rendering.

 Hindi contents in existing site are in Unicode font. Bank will arrange to provide contents
in Unicode for development purpose for Hindi site. Alternatively the CMS should enable
and support language page editing.

 Scalability and provision to add more regional languages in future. Costing for Multi-
lingual support should be included in the initial implementation cost itself.

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E. Plugins
 Links of PlayStore, AppStore, and other such stores should also be present for mobile
site visitors.

 The new website to be developed should have the scalability of integration with Bank’s
CRM, Contact Centre, Email, SMS Systems, Online Account Opening, Web Chatbot, etc.

 Locator with search facility to be developed for the location based services Like: ATM /
Branch Finder / E – Lobby/BC points etc. The Locator should be integrated with Google
Maps / Navigational systems, bidder to secure the required license without additional
cost to the bank. Bank will provide LAT- LOG for all locations. MAPS integration required
with Bank services. Locator should ask visitor to detect its location and accordingly
detect the current location of visitor and suggest all available nearby options with
directions to reach that place. Also a search bar should be included in Locator with
floating search option for visitor to search any desired location.

 Bank will provide its SMS gateway for pushing the SMSs and website vendor to arrange
for necessary interfacing.

 Integration via Facebook Live video API, Social media plugins wherever necessary
to easy sharing of pages/content/articles to be provided. Website should have
capability of integration with bank’s social media feeds in relevant sections of the
website.

F. Integration with Third Party applications/feeds

 Module should have capability to integrate with bank’s internal APIs as well as third
party services via APIs

G. Lead Management System

 User registration module to be implemented wherein user registers and chooses
to get the latest offer details. Website should offer “Demo” to visitors/ users. Bidder to
cover the workflow during their existing system study. The demo should work on all user
access devices.

 A comprehensive module should be developed for submission of online applications

(lead capturing) by customers. The Module to have single backend with multiple
user levels for all online applications. The online applications of the module to have
facility to check eligibility criteria, EMI calculation, and customer interaction with bank
& feature to capture leads e.g. check loan limit, Rate of Interest, generation of EMI and
capturing the input provided by the customer. The module should have the facility to

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capture the leads on the basis of the Bank’s various products and services and customer
requirements.

 The module should be able to provide admin access along with various other job roles.
New user creation rights and assigning/modification of job roles to be provide to the
admin user. Dashboard and alerts to be provided to all users covering the number of
leads generated for various products/services, conversion etc. The users must be
allowed to update the data and export data in different file formats like .xls, .pdf etc.
after applying various filters.

 The module should be scalable to integrate with other web modules and any other
product/scheme launched by bank in future. In such scenario, bank will share API based
interface specification and vendor to coordinate with bank’s team for necessary
customization.

 In case of future extensions / enhancements viz; new product / service additions etc.,
the same should be done at no additional cost.

 The module should have lead tracking capabilities by assigning unique IDs, Lead
monitoring capabilities across products / services / Departments at various stages, lead
reporting capabilities with various filters.

H. Information Architecture
 Bidder to define the information architecture hierarchy / approach with rationale before
proceeding with development of the site(s).

 Easy access to content across the site is key to user journey. Bidders need to define
primary, secondary and tertiary navigation with end to end user journey. Bidders to
suggest navigation links and sub links along with proposed nomenclature.

 Bidders need to define placement of Call to action (CTA’s) at right junctures to maximise
lead capture and simply user experience.

 It should have a Quick Search option; drop down on the home page to enable the visitors
to directly navigate the page they choose.

 Navigation to be simple, easy and intuitive. Customer journey should be defined for
every targeted segment.

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 Site map should be prepared and made available by the bidder

I. Other features:
 Calculators such as EMI Calculator for Home Loan, Car Loan, Personal Loan and other
products with a graphical representation should be included.

 Expenditure Manager, Retirement Planner, Financial Planner, Savings Calculator,

Investment Planning Calculator, Mortgage Calculator should be included at proper place
on website. Bank would provide data as well as process for such computation.
 Visitor counter should be provided to the Bank and website should prompt the visitor its
last visited page on website.

 Survey option should be available on website for Bank to publish and conduct periodical
surveys of its visitors. Survey reports should be provided to the Bank at the end of every
survey. The surveys would be enabled based on the requirement of bank and the content
would be provided by the bank.

 Daily Quiz for visitors and Opinion Poll of visitors must also be included in the website.
These would be enabled on need basis.

 Option to download, print and share Brochures, Application Forms, Tender Notices,
Guidelines and any other similar document must be provided.

 Dedicated tender and auction section with search options based on location, amount,
etc. must be present in the site.

 Latest Banking News, Media Coverage of Bank, Director’s Info, Annual Reports, Latest
Announcement, banking Glossary and similar sections to be included.

 Product Promotion section to be included which will consist of latest offers, campaigns,
discounts, etc.

 Call Back Facility and Call Now feature for visitors interested should be available.

 Integration with chat bot/Web Chat, allied applications should be made available to
visitors and must store all previous conversations of the visitor. Web Chat should every
time start from the point where the visitor left last.

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 Net Banking Login for retail and corporate customers should be provided from the
homepage itself instead of redirecting it to the Net Banking portal for login. Integration
with Bank’s net banking portal and other portals (as and when required) should be done.
 Data Dictionary for all the modules should be maintained and provided to Bank on
quarterly basis.

 Bank may desire the data output of modules in different formats from time to time as
per their requirement. Selected Vendor should be able to provide data output in desired
format for the modules as and when required by the Bank.

 Also, automatic acknowledgement saying thanks and inviting to visit again to all
customers registering with us on website should be sent.

 Website to have blog section with various segments to organize and host articles for
viewers. The blog section to have features like attractive and interactive display,
efficient use of images / infographics / videos, comment section for visitors, directory
of articles etc. An admin user to be provided for the bank to authorize and reply to the
comments on article. The blog / articles to have functionality of automatic inter-linking
to relevant product pages. The blog should be developed keeping in view the SEO best
practices.

 Website should provide accessibility options for the Blind and Visually Impaired users
based on WCAG, or Web Content Accessibility Guidelines.

 Website should be in alignment with all the circulars issued by regulator for general
information dissemination and regulatory compliances.

 Voice Search facility should also be available in the sites.

 The website should be ready to consume web services and integrate with different web
applications. Also, the website shall be capable of creating/ exposing web services for
complete application content.

J. USER INTERFACE/ USER EXPERIENCE

 Ease of usability of the site by the visitors to achieve the objective of user
satisfaction/delight. Selected Vendor will have to provide the Bank with different layout
options for homepage and internal pages (minimum 3 options to be provided). The
options provided must be clearly distinct from each other and should not be a modified
version of other options provided. Bidder should come up with unique, out of the box
options distinct from existing website layouts in the market/competition. Rationale /

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Logic / approach from Information architecture / UI/UX perspective to be submitted

along with designs. Bank will decide which option to take forward along with necessary
modifications, if required any. If no option provided is found good by the bank, then the
bidder will have to come up with different set of options. Bank will give a go ahead on
layouts and other UI/UX features only on its complete satisfaction. Number of iterations
for modifications can be unlimited until Bank’s complete satisfaction. If Bank doesn’t
like the design/layout/template and other UI/UX features provided by vendor, then
Bank, at its sole discretion, will provide the design/layout/template to the vendor and
vendor will have to incorporate these and implement it in the website without any
objection.

 Design to be attractive, latest technology based and should facilitate availability of

information with minimum clicks with logical and intuitive flow.

 Website should be mobile, tablet and similar device compatible (mobile first strategy to
be adopted). All major browser and platform support.

 Responsive & Retina Ready: Site should be fully responsive and ready for retina displays.
Customers should get best user experience of website looks on tablets and mobile
devices adapting to the screen size layout.

 Navigation to be simple, easy and intuitive. Customer journey should be defined for
every targeted segment.

 Site map should be prepared and made available by the bidder.

 The site should be fully optimized. Attention to details, well written code and optimized
images.

 Design should be such that pages are not cluttered. Intuitive design, (i.e.) customer
need not to work hard to find where they need to go. It should have Quick Search option;
drop down on home page to enable the visitors to directly navigate the page they
choose.

 Images should be used intelligently on home page and in all main sections. Images used
should be of high resolution and there should be no copyright issue currently or in future.
Icons used should be attractive and self- explanatory. Image should be SEO optimized
for maintain site speed.

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 Parallax Effect & Video Background should be done aesthetically to give a smooth
transition, easy on eyes and can include videos, put text, images, buttons or other
graphical elements for a great looking sections.

 RTL Support: RTL (Right-to-left) is fully supported by the theme.

 Modern, trendy with easy to navigate with advanced features to support text, image,
audio, video, and combination (multi media) posting.

 Ajax Instant Search: user get results while typing, floating search bar to be included on
every page for visitor to search for unstructured queries.

 Website should also be optimised to work in low bandwidth places / devices.

 Home page and other pages of website site other than downloads should have high
response time for visitors.

 Design of templates, customer journey, pages for Bank’s Online Account Opening Module
which will be integrated with the website.

 Dynamic display of content/banners feature should be made available by the selected

bidder. The content/banner to be displayed on the interest/website journey/usage
pattern of the users.

 Images and contents should be adaptive and responsive to all formats, browsers,
devices, operating systems, screen sizes, resolutions, etc.

 Relevant iconography & infographics to be used to represent processes and instructions.

 Standardised use of design elements so that user can identify content items with ease.
Eg. CTAs should be colour and style instead of using different styled CTAs on different
pages.

 Text should not spam across the screen width which makes it difficult user to read copy.

 Short duration videos may be used on the site however heavy size videos should be
loaded from YouTube/Video.

K. Security

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 Provide secured access to organization information/services and facilitate customer to

interact with organization to submit request, view application and track the status.

 Bidder shall comply with secure coding practice such as OWASP (Open Web Application
Security Project Guidelines), OWASP API guidelines and necessary security features to
be built for securing the site from hacking.

 Bidder has to ensure 24 x7 uninterrupted functioning.

 Any unwanted security threat or hacking attempt should be taken on high priority and
dealt with immediate effect.

 Lock HTML source code to protect web pages from unauthorized copy.

 Any security breach identified must be informed to Bank immediately and attended
instantly to protect interest of the bank and its customer. Selected vendor would be
responsible for providing fix to the problem in consultation with bank’s security team.
Any such incidence should be followed by Root Cause Analysis (RCA) and audit of the
system.

 Selected Bidder to arrange for comprehensive security audit of the site before launch.
The audit to also include monitoring setup, its capabilities and preparedness to observe
and correct any challenge noticed from inside or outside. The company will also have to
get similar audit once in every year and submit the report to bank. The bank will also
arrange for an internal/external audit to the entire setup and processes as and when
desired. The bidder to extend all possible support to the audit team to examine and
update the system to mitigate the observed risk.

 Website once designed and developed will go through VAPT and issues, vulnerabilities
emanating from the scan are required to be patched and resolved within stipulated time
within the after completion of UAT & before going live.

 Vulnerability Assessment Penetration Testing (VAPT) should be done at least once a year
and additionally based on security threat and VAPT observations are to be addressed by
the bidder as per bank’s established security policy.

 Security Audit by Internal as well as External Auditors after UAT is to be carried out by
the vendor at its own expenses. Vendor should also allow regular security audit of the
system by bank or its authorized agency as per their requirements and the company to
ensure rectification of the audit observations as part of maintenance. Any audit/security

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enhancement proposed by the Government or Law enforcing agency should be carried

out by the vendor at no cost to the bank.

 Add plugins / modules to monitor uptime and check on bot attacks. Alerts and response
should work in real time to ensure 100% uptime

 Take periodical backup of the site

 Build fail safe server mechanism to create replica of live and run this instance in case
the live site goes down.

L. Content Management
 The Content Management System (CMS) must be simple to install and easy to maintain
and operate, should not need high IT knowledge and expertise.

 Adding, modifying and deleting information to be easy and integrated with easy to use
content management system. CMS to have Multi Lingual Support (initially English and
Hindi will be required for domestic sites and English for overseas territories and future
scalability for foreign languages

 The website shall have provisions of Content Contributor/Creator, Moderator and

Approver System wherein authorized individual from Bank can upload the content on
the website pertaining to their respective domain which after the due approval by the
approving authority would be available to the website Manager/Webmaster/Publisher
for final uploading onto the website.

 CMS system must support non-IT literate users to operate the contents within the overall
rules and workflow laid down. This will include creating contents, editing, publishing
across all modes including text, video etc.

 CMS must support ability to add contents/ delete contents/ change contents globally
across all pages on the site or on specific areas of the site.

 Movement of approved contents and changes should be automatic/ as per planned and
stipulated date and time. Rollbacks should be simple and easy. Workflow must support
automation from within including mail/ SMS reminders on due items and actions pending
at various levels including appropriate escalations.

 CMS should support on demand creation of a "ready to print" copy of the content pages.

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 Download and upload features to be supported. Display of content in selected order

should be supported. Drag, drop, cut and paste options should be easily supported.

 Archival of part or whole of the site should be supported with easy restoration capability.
Usage statistics, high/low, peak traffic etc. should be supported.

 Before updation, CMS to take backup of previous data/version. It should be possible to

restore pages and contents from backups or previous versions. Each such updation needs
to recorded and audit trail maintained for any future reference.

 Application must support contents including: HTML, SMTP, XML, JavaScript's, DHTML,
EXCEL, Word, audio, Movie, graphics, Icons, Psd, ppt, etc. The CMS must support
future/new formats as they arise in the market. CMS must be compatible for common
browser types.

 CMS should be able to offer the following built-in facilities: Document Management,
Event Calendar, Event Management, FAQ Management, Glossary, Polls, and Syndicated
Content (RSS).

 CMS should support the Content scheduling web management facilities.

 CMS should be able to provide the following performance features: Advanced Caching,
Database Replication, Load Balancing, Page Caching etc.

 CMS should provide the following security features: Audit Trail, Captcha, Login History,
Problem Notification and SSL Support.

 CMS should offer the following ease-of-use features: Spell Checker, Glossary and Preview
Content before publishing, Font type and size should be uniforms across all the pages.

 Admins to receive SMS/E-mail alerts immediately in case of any emergency or

unauthorized access.

 CMS should be scalable and have the option to add other

languages/features/modules in future.

 CMS must have the facility to offer customize content display (banner,
article/product suggestion etc.) based on the past preference/browsing pattern of the
user.

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 Form data should be collected in Database and can be shared with relevant people in
various formats such as excel, word. Pdf

 Periodical updates to be done for plugins & modules used for the CMS

 CMS should have provision to create different type of admins and role management.
Super admin should be able to add and delete people.

 CMS should allow to create preview pages before publishing it on the site.

 There should be 2 instances of the site viz. one for staging and one for production

M. SEO
 Website to be revamped/developed with latest technology and optimized for better
Search engine results and it has to have interactive web pages and provision to integrate
with social media channels like Facebook, Twitter, LinkedIn, YouTube, Instagram etc.
Sharing of pages / Posting option from website to be available to visitors as per bank’s
requirement. Also add all social media plug-in tools in website i.e. share, like, quote
sharing tool, Facebook messenger send button, and Facebook save button, etc. to share
few lines/complete text from web page directly in Facebook or any other social media
platform post Website should all the time appear within Top 3 listings in search engine.
Monthly and Quarterly review will be done by Bank to ensure the same.

 Site should also have these common SEO features Crawlable Link Structures, On-Page
Optimization, Meta Tags, URL Structures, URL Construction, Canonical and Duplicate
Versions of Content, Rich Snippets and Site's Honor ,Avoid “black hat” SEO.

 Supplement Flash or Java plug-ins with text on the page. Provide a transcript for video
and audio content if the words and phrases used are meant to be indexed by the engines.

 Social media integration, to be implemented to promote or to market Bank’s product &

service.

 Sharing of pages / Posting option from website to be available to visitors.

 Installation of FB pixels in Website. Sharing of pages/posting option to be available

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 Tag the visitors with their social media profile along with demographics, area of interest
and search. Save this data in our database. Also, include share/follow buttons.

 Include visible social media buttons which open our social media pages in new windows.
Buttons should be up-to-date.

 Integrate Social media plug-ins in each webpage. The location will be dynamic so that
can be reviewed in regular intervals.

 Website development should include One Time SEO setup to ensure, we don’t lose the
Website Rankings in Google India on keywords highlighted by JK Bank Team i.e. existing
traffic to be sustained for the Website.

 SEO team will closely work with Development team to ensure we don’t make any
Technical Changes pertaining to SEO post new website goes live

 SEO team to follow times-lines shared by Web Development team to go back with SEO
related recommendation for the new website during development

N. Scalability
 This is one of the important parameters of this project to have Powerful Admin Panel to
allow users to customize theme in an easy and simple way. There should not be any
need of coding anything because of the options that are included in the solution to be
provided. (Bidder to study existing website, requirements of RFP for work estimates).

 Website, CMS, and other modules provided should be scalable with provision to adopt
B2B or any other requirement of Bank.

 It should have the option of integration with Bank’s back end systems like RSS feeds E-
banking, CRM, CLMS, Contact Centre, Bank’s email, SMS Systems, CIBIL , Mobile app etc.
either real time or as required by Bank.

 Integration with third party application like tax planner, online IT filing, EMI/Loan
calculator etc. and selected external sites of banks, other financial institutions, income
tax etc. for smooth access from corporate website.

O. Website Maintenance and Operational activities

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 Selected Bidder to have a dedicated resources team. The resources deployed may be
rotated in shifts so as to ensure one resource is always available for support. The
resources must be well trained to handle all operational activities of all sites.
 The bidder must provide a ticketing tool to the bank, accessible only by authorized
personnel designated from bank’s side. All updates/data to be published on the website
shall be submitted through this ticketing tool only.
 Quarterly Periodical review and modifications of website layout, homepage, internal
pages, images, effects, videos, icons, customer journey, content, response, and other
features will be carried out at the end of every quarter. Also, all the updation/up-
gradation should be carried out at midnight (or when the traffic on website is lowest) to
avoid any inconvenience. Any changes, modifications, updation, up-gradation will be
carried out accordingly by the bidder.

 Monthly reviews shall be carried by the Bank, but not limited to, for uptime percentage
of website, SEO rankings, website performance, technical difficulties, CMS
performance, security etc.

 Selected bidder is required to prepare a schedule for maintenance activity and carry
them out regularly. Maintenance activity to be carried out at midnight to avoid visitor
inconvenience.

 Bidder will also be responsible to design product management process/ operation Manual
as per best practices.

 Bidder shall also undertake to carry out implementation / operationalization including

move, add, and delete changes / customization of such software updates, releases,
Version upgrades. Bidder should update and maintain all supplied solutions to correctly
reflect actual state of the setup at any point in time during the contract period.

 Service Provider to manage and maintain the site during the contract period or
frequency as decided by Bank including updating.

 Applications software should be up to date with the latest service pack and patches to
protect against attacks.

 The discrepancies find during audit should be complied with in 10 days.

 Implement the regulatory requirement as per need.

 The bidder will have to trouble-shoot any problems with the website at a short notice.

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 The bidder shall be responsible to share SLA adherence and traffic reports with Bank.

 The bidder shall provide the escalation matrix in respect of calls that need to be
attended for installation/support and maintenance.

 Bidder should provide Dash board, customized reports, SLA’s regarding health and
maintenance of the site, industry standards including following information at no extra
cost but not limited to availability of the Web Site – geographical region wise, response
time of the website.

 Provide the support for newly developed application within the life cycle. Bidder will
have to appoint a dedicated team at their premises for maintenance of website
throughout the contract period. The team should include at least one designer, one
developer and one project manager who will be the single point of contact for bank
throughout the contract period. Any change in the team should be informed to the bank
at the earliest without fail.

 Some dynamic pages may require more frequent editing/ modifications/ updations etc.
Such pages should be identified accordingly and a monthly review will be done for them
at the end of every month throughout the contract period. Any changes, modifications,
updations, up-gradation will be carried out accordingly by the bidder.

 Tender notices, publishing Bank’s results, important announcements and any last minute
updations should be taken on highest priority and done within 30 minutes after informed
by the bank’s team.

 Bidder shall take steps to prevent unauthorized access to data and contain malicious
activities directed at the Bank’s website/dedicated server hosting of Bank’s website
through Internet or otherwise.

 Whenever any new threats/vulnerabilities become public, the bidder will take
appropriate steps to protect the interests of the Bank so far as it relates to the services
covered under this agreement and shall also bring this to the notice of Bank immediately
and, wherever required, help/guide Bank in plugging the same.

 Once the call is received by the bidder, it will put its maximum efforts and deploy its
best resources to resolve all calls at the earliest possible time frame.

 The bidder shall be responsible for any act of its employees that may result in security
breach of Bank Website.

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 As the Bank website has to function under the regulations/ recommendations of

regulatory authorities such as – Cert-In, GOI, RBI, etc. the service provider will address
all issues/ security related threats / vulnerabilities notified to the Bank by these
institutions and fix/ resolve them to the satisfaction of these institutions / Bank.

 Bidder should provide training on Administration & Usage to identified Bank staff on
Content Management and Data Restoration at a central location in Srinagar on Bank
premises. Venue will be provided by Bank. Fees/ travelling cost/ staying cost of trainers
will be borne by the bidder. Study material for training should be provided by the bidder
at its own cost.

P. SEO & Analytics

 The main objective of this feature is to increase traffic on our website on a continuous
and incremental basis. To perform better in search engine listings content should be in
HTML text format. Images, Flash files, Java applets, and other non-text content are
often ignored or devalued by search engine crawlers.

 Selected bidder to design SOP (standard operating procedure), formats/ checks for all
webpage categories for SEO.

 Changes in existing pages / development of new pages to be done in line with the best
SEO practices and proper tags, description etc. must be ensured before taking the page
live.

 Provide alternative text for images. Suggest content that attracts readers and spiders’
alike. Attract links from influential website to build authority.

 Improve the keywords list on regular basis. Optimization of keywords must be ongoing.
Make ad copy more compelling and relevant.

 Service provider to periodically review the status of website response to search and
ensure it appears high on search throughout the engagement period.

 Optimal page load speed as per best industry standards must be ensured for all pages.

 The SEO maintenance activities will include the following

o Keyword Research & Mapping
o Content Optimization Recommendations
o Google Search Console Data Analysis

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o Google Search Console Crawl Error Analysis

o Crawling Emulation Of The Website
o Content Change Monitoring for Optimized Pages
o Site wide Broken Link Monitoring
o Analysis & Reporting for Server Side Page Load Errors
o Recommendations to Improve Page Load times
o Content Duplication Analysis
o Optimization of Supplementary Content Page (Interest Rates, Documents
Required, Eligibility etc.) for each product
o Directory Submissions
o Social Bookmarking Submissions
o Article Syndication
o PR Submissions
o Google Ranking Progress Report
o Traffic Analytics Report
o Offsite Promotion Report
o Optimization of blogs pages
o Optimization of City wise pages
o Optimization of Vernacular pages
o Optimization of Video section, review pages
o Optimization of Review Section Pages
o Competitor Backlink Analysis (up to 5 competitors)

 Analytics tools/systems/services will be provided by Bank. Bidder to propose

/recommend analytics tools/systems/services. Bidder to provide two recommendation
for each tools/systems/services and may suggest other options if required.

 Collect and store visitor data, track the new and repeat visitor along with their
preferences, pages visited etc., provide forms to collect leads / feedbacks and integrate
with banks CRM/CLMS. Prompt the user with their earlier visits. (Bidder to provide
bidder agnostic solution for analytics).

 Automatic acknowledgement to customers / visitors with unique reference number in

respect of all online requests. SMS and mail integration for confirmation/ updating
status.

 Selected vendor to enable option for Re-Marketing on the basis of visitor’s last search
on website.

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 Details of traffic diverted from portals. Details of visitors by demographic - By average

time spent on website, Average time spent on particular webpage, Data about Search /
Clicks on our website. Tag all pages. Tags should be inline.

 Use cookies intelligently. Disclaimer for the same to be prepared by the Selected Bidder
and displayed on the site after approval from the bank.

 Validate data is being captured correctly.

 Comprehensive campaign specific data/services viz. Source of leads / traffic, time

stamp, time spend, bounce off rate, SMS/mail integration etc.

 Some ROI measuring tool should be there. Customer Lifetime Value (CLV) should be
calculated.

 Heat Map of the web pages should be provided to the bank with suggestions to improve
the user experience along with monthly reporting or as needed by Bank.

 Service provider to provide analytics of the website use its performance etc. with
appropriate analytic tools and provide monthly MIS on various performance parameters,
along with suggestions to improve.

 Selected Bidder needs to submit UI/UX Audit report of the website to improve the overall
performance of the site. This monthly report must provide suggestion on the changes /
modification based on the findings based on user behaviour and analytical evidence.

 Ensure required analytics codes are in place on the day website goes live to avoid
instances of no-tracking system and data capturing

 Development team to ensure all required tools/codes that are currently integrated on
the existing website are seamlessly migrated to the new website.

 All our lead capturing forms and other forms that connect users with us, are being
tracked. The Selected Bidders needs to ensure to migrate all lead capturing mechanisms
are migrated to the new website

6. Location of Work:
The Selected Bidder shall be required to work in close co-ordination with Bank’s teams during entire
life cycle of the project. The Selected bidder may be required to work at locations prescribed by

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Bank such as Bank’s CHQ, DC/DR and other offices as per Banks requirement. All expenses
(travelling/lodging, etc.) shall be borne by the Selected bidder.

1. CHQ , Srinagar
Jammu & Kashmir Bank Ltd.
Corporate Headquarters,
MA Road, Srinagar-190001

2. Data Center Noida

Jammu & Kashmir Bank Ltd.
Green Fort Data Center, Plot B7, Sector 132, Noida U.P.-201301\

3. DR Mumbai
CtrlS Data Center,
Mahape, Navi Mumbai, Maharashtra, 400701

7. Invitation for Tender Offer

J&K Bank invites tenders for Technical bid (online) and Commercial bid (online) from suitable
bidders. In this RFP, the term “bidder” refers to the bidder delivering products / services mentioned
in this RFP.

The prospective bidders are advised to note the following: The interested bidders are required to
submit the Non-refundable RFP Application Fees of ₹1,500 by way of NEFT, details of which are
mentioned at clause of Earnest Money Deposit in Part C.

1. Bidders are required to submit Earnest Money Deposit (EMD) for ₹2,00,000/- (Rupees Two
Lac Only). The Bank may accept Bank guarantee in lieu of EMD for an equivalent amount
valid for 180 days from the last date of bid submission and issued by any scheduled
commercial Bank acceptable to the Bank. Offers made without EMD will be rejected.

2. Technical Specifications, Price Bid, Terms and Conditions and various formats for submitting
the tender offer are described in the tender document and Annexures.

8. Project Delivery Milestones

The solution as per the required scope needs to be rolled out as per the delivery timelines
mentioned. The phases of the Schedule are as follows:
PROJECT PHASES:
1. Project Plan
2. Delivery of Solution
3. User Acceptance Testing
4. Operationalization of Solution
5. Solution Review

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1. PROJECT PLAN:
Selected Bidder shall submit the project plan for complete implementation of the solution as per
the Scope of Work detailed in this RFP along with Solution Architecture. This plan should be
submitted for review and bank’s acceptance within two week after the issuance of PO to the
Selected Bidder .
Bank shall issue a Project Plan signoff accepting the same. It shall be the responsibility of the
Selected Bidder to submit and get the plan approved by the Bank authorities within the timelines
mentioned above without any delay. Bank shall have the discretion to cancel the purchase order
in lieu of delay in submission of the project plan.

6. PROJECT MILESTONES & DELIVERY

The Website has to be developed as per project scope within a period defined in this RFP. Rollout
of the solution has to be as per the below timelines:

Weeks from date of issue

[Link] Milestones
of P.O
1 Purchase Order from J&K Bank to Selected bidder Week-0
System Study /Stakeholder discussion and Data Within 2 weeks from
2
Gathering Issuance of PO

Submission of proposed relevant working Design

templates ( Consisting of at least Home page /
Within 6 weeks from
3 Landing page / content page for each template)
Issuance of PO
at least three variants along with respective
Wireframes for finalization from the Bank

Completion of Design /Deployment of Website for

4 Within 10 weeks from
UAT which includes migration of content to
Issuance of PO
revamped website

5 Within 12 weeks from

User Acceptance (UAT).
Issuance of PO
Deployment of solution on production
6 environment/Go Live Within 13 weeks from
Issuance of PO

Successful Bidder is expected to provide detailed project implementation status on weekly

basis.
The bidder must strictly adhere to the project timeline schedule, as specified in the purchase
contract executed between the Parties for performance of the obligations, arising out of the

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purchase contract and any delay in completion of the obligations by the bidder will enable Bank to
resort to any or all of the following provided that the bidder is first given a 30 days‟ written cure
period to remedy the breach/delay:
a. Claiming Liquidated Damages
b. Termination of the purchase agreement fully or partly and claim liquidated damages.
c. Forfeiting of Earnest Money Deposit / Invoking EMD Bank Guarantee/Performance
Guarantee.

However, Bank will have the absolute right to charge penalty and/or liquidated damages as per
Tender /contract without giving any cure period, at its sole discretion besides taking any other
appropriate action.

EXTENSION OF DELIVERY SCHEDULE:

If, at any time during performance of the Contract, the Bidder should encounter conditions
impeding timely delivery, the Bidder shall promptly notify the Bank in writing of the fact of the
delay, its likely duration and its cause(s). As soon as practicable after receipt of the Bidder's
notice, the Bank shall evaluate the situation and may at its discretion may extend the Bidder's
time for performance against suitable extension of the performance guarantee for delivery.

NON-DELIVERY:
Failure of the Selected bidder to comply with the above delivery schedule, shall constitute
sufficient grounds for the annulment of the award of contract and invocation of bank guarantee
(delivery) besides taking appropriate action against the Selected bidder including blacklisting such
bidder from participating in future tenders.

1. USER ACCEPTANCE TESTING:

Selected bidder shall assist Bank in the User Acceptance Testing of the solution for the
functionalities stated in this RFP document. Bank shall issue a UAT signoff on successful
completion of the UAT. If the UAT fails or there is undue delay of the completion of the UAT
due to reasons attributable to the Selected bidder, Bank may at its own discretion cancel the
purchase order and invoke the Bank guarantee for implementation.

2. GO-LIVE:

Bank shall issue Go Live Signoff on successful operationalization of the solution. If there is delay
in the operationalization of the solution, Bank reserves the right to cancel the purchase order
and invoke the Bank guarantee submitted for implementation.

3. REVIEW:

The new developed website shall remain under review for a period of 02 months from the date
of Go Live Certificate as stated above. The Selected Bidder shall be readily available during the
review phase for troubleshooting and other support. During the review phase, Bank may request
changes to the application as per its requirement and no extra costs shall accrue to the bank
for the effort involved in the same. Bank shall issue final acceptance signoff at the end of the
review phase.

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B-EVALUATION PROCESS

The endeavor of the evaluation process is to find the best fit Solutions as per the Bank’s
requirement at the best possible price. The evaluation shall be done by the Bank’s internal
committees formed for this purpose. Through this RFP, Bank aims to select bidder(s) /Service
provider(s) who would undertake for Design, Revamping, Development & Maintenance of Bank’s
Corporate Website. The bidder shall be entrusted with end to end responsibility for the execution
of the project under the scope of this RFP. The bidder is expected to commit for the delivery of
services with performance levels set out in this RFP.

Responses from Bidders will be evaluated in three stages, sequentially, as below:

Stage A. Evaluation of Eligibility

Stage B: Technical Evaluation

Stage C. Commercial Evaluation

The three stage evaluation shall be done sequentially on knock-out basis. This implies that those
Bidders qualifying in Stage A will only be considered for Stage B and those qualifying Stage B will
be considered for Stage C. Please note that the criteria mentioned in this section are only indicative
and Bank, at its discretion, may alter these criteria without assigning any reasons. Bank also
reserves the right to reject any / all proposal(s) without providing any specific reasons. All
deliberations and evaluations performed by Bank will be strictly confidential and will be maintained
as property of Bank exclusively and will not be available for discussion to any Bidder of this RFP.

Stage A-Evaluation of Eligibility Criteria

The Bidders of this RFP will present their responses as detailed in this document. The Response
includes details / evidences in respect of the Bidder for meeting the eligibility criteria, leading
the Bank to evaluate the Bidder on eligibility criteria. The Bidder will meet the eligibility criteria
mentioned in Annexure D in this document individually. Bank will evaluate the Bidders on each
criterion severally and satisfy itself beyond doubt on the Bidders ability / position to meet the
criteria. Those Bidders who qualify on all the criteria will only be considered as “Qualified under
Stage A” of evaluation and will be considered for evaluation under Stage B. Those Bidders who
do not qualify at this Stage A will not be considered for any further processing. The EMD money in
respect of such Bidders will be returned on completion of the Stage A evaluation. Bank, therefore,
requests that only those Bidders who are sure of meeting all the eligibility criteria only need to
respond to this RFP process.

Stage B-Evaluation of Technical Bid

All technical bids of bidders who have Qualified Stage A shall be evaluated in this stage and a
technical score would be arrived at. The bidder should meet the technical-Functional requirements

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as mentioned in the Annexure E1 and Annexure E2. The Bank will scrutinize the offers to determine
their completeness (including signatures from the relevant personnel), errors, omissions in the
technical & commercial offers of respective bidders. The Bank plans to, at its sole discretion, waive
any minor non- conformity or any minor deficiency in an offer. The Bank reserves the right for
such waivers and the Bank’s decision in the matter will be final.
Bidders scoring at-least overall score of 70 marks or more, as per Technical Bid Format in
Annexure E, will be declared technically qualified.

Bank may seek clarifications from the any or each bidder as a part of technical evaluation. All
clarifications received within stipulated time shall be considered for evaluation. In case a
clarification is not received within the stipulated time, the respective technical parameter would
be treated as non-compliant and decision to qualify the bidder shall be accordingly taken by the
Bank. Those Bidders who meet the threshold score of 70 or more will be considered as “Qualified
under Stage B” and will be considered for evaluation under Stage C. Those who do not meet the
above threshold will not be considered for further evaluation and their EMD will be returned.

The bidders will submit the Technical Bid in the format as per Annexure E. A copy of board
resolution or power of attorney showing that the signatory has been duly authorized to sign the
tender document.

Stage C-Evaluation of Commercial Bid

The Commercial Bid may be submitted as per the format in Annexure F.

Only those Bidders scoring 70 marks or above in the technical evaluation will be short- listed for
commercial evaluation.

The bank at its own discretion may undertake reverse auction.

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C-RFP SUBMISSION

1. e-Tendering Process

This RFP will follow e-Tendering Process (e-Bids) as under which will be conducted by Bank’s
authorized e-Tendering Vendor M/s. e-Procurement Technologies Ltd. through the website
[Link]

a) Vendor Registration
b) Publishing of RFP
c) Pre Bid Queries
d) Online Response of Pre-Bid Queries
e) Corrigendum/Amendment (if required)
f) Bid Submission
g) Bids Opening
h) Pre-Qualification
i) Bids Evaluation
j) Commercial Evaluation
k) Contract Award

Representative of bidder may contact the Help Desk of e-Tendering agency M/s. e-Procurement
Technologies Ltd for clarifications on e-Tendering process:

2. Service Provider:

M/s. E-procurement Technologies Limited

(Auction Tiger), B-705, Wall Street- II, Opp. Orient Club, Ellis
Bridge, Near Gujarat College,
Ahmedabad- 380006, Gujarat

Help Desk:

Contact Persons: Nandan Velara

Mobile No.: 9081000427 / 9904407997
Landline: 079-68136831/ 6857 / 6820 / 6843 / 6853 / 6829 /
6835 / 6863 / 6852 / 6840

No consideration will be given to e-Bids received after the date and time stipulated in this RFP
and no extension of time will normally be permitted for submission of e-Bids.

Bank reserves the right to accept in part or in full or extend or reject the bids received from the
bidders participating in the RFP.

Bidders will have to abide by e-Business Rules framed by the Bank in consultation with M/s. e-
Procurement Technologies Ltd.

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3. RFP Fees

The non- refundable RFP application fee of Rs. 1,500/- is required to be paid by the prospective
bidders through NEFT as per the following details:

Bank Details for RFP Fees

Account Number 9931530300000001
Account Name Tender Fee / Cost Account
Bank Name The J&K Bank Ltd
Corporate Headquarters MA Road
Branch Name
Srinagar J&K - 190001
IFSC Code JAKA0HRDCHQ
Amount INR 1,500/=

The Bidder shall solely bear all expenses whatsoever associated with or incidental to the
preparation and submission of its Bid and the Bank shall in no case be held responsible or liable
for such expenses, regardless of the conduct or outcome of the bidding process including but not
limited to cancellation / abandonment / annulment of the bidding process.

4. Earnest Money Deposit

Prospective bidders are required to submit Earnest Money Deposit (EMD) of ₹ 2,00,000(Rupees
Forty lac Only).The Bank may accept Bank guarantee in lieu of EMD for an equivalent amount valid
for 180 days from the last date of bid submission and issued by any scheduled commercial Bank in
India (other than Jammu & Kashmir Bank). The Bank will not pay any interest on the EMD. The
bidder can also submit the EMD through NEFT as per the following details:

Bank Details for Earnest Money Deposit

Account Number 9931070690000001
Account Name Earnest Money Deposit (EMD)
Bank Name The J&K Bank Ltd
Corporate Headquarters MA Road
Branch Name
Srinagar J&K - 190001
IFSC Code JAKA0HRDCHQ
Amount INR 2,00,000/-

In case of a Bank Guarantee from a Foreign Bank, prior permission of the Bank is essential. The
format of Bank Guarantee is enclosed in Annexure G.

EMD submitted through Bank Guarantee/Demand Draft should be physically send in an envelope
mentioning the RFP Subject, RFP No. and date to the following address:

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Technology & Development Department,

J&K Bank Ltd.
Address:
Ground Floor Air India Building,
M.A Road Srinagar, J&K Pin- 190001

Note: EMD is exempted for all Start-ups as recognized by DPIIT/DIPP. In case of such
exemption, relevant documents/proof is to be submitted with Bid.

The EMD made by the bidder will be forfeited if:

a. The bidder withdraws his tender before processing of the same.

b. The bidder withdraws his tender after processing but before acceptance of the PO issued
by Bank.

c. The selected bidder withdraws his tender before furnishing an unconditional and
irrevocable Performance Bank Guarantee.

d. The bidder violates any of the provisions of the terms and conditions of this tender
specification.

The EMD will be refunded to:

a. The Successful Bidder, only after furnishing an unconditional and irrevocable Performance
Bank Guarantee (other than Jammu & Kashmir Bank) from any scheduled commercial bank
in India for 5% of the total project cost for 5 years and valid for 5 year+6 months including
claim period of 6 months, validity starting from its date of issuance. The PBG shall be
submitted within 30 days of the PO issued from the Bank.

b. The Unsuccessful Bidder, only after acceptance of the PO by the selected bidder.

5. Performance Bank Guarantee (PBG)

The successful bidder will furnish unconditional performance bank guarantees (other than Jammu
& Kashmir Bank) from any scheduled commercial bank in India, for 5% of the total project cost for
a period 5 years + 6 months. The format of the PBG is given as per Annexure H . The PBG shall be
submitted within 30 days from the date of issuance of Purchase order by the Bank. The PBG shall
be denominated in Indian Rupees. All charges whatsoever such as premium, commission etc. with
respect to the PBG shall be borne by the Successful Bidder. The PBG so applicable must be duly
accompanied by a forwarding letter issued by the issuing Bank on the printed letterhead of the
issuing Bank. Such forwarding letter shall state that the PBG has been signed by the lawfully
constituted authority legally competent to sign and execute such legal instruments. The executor
(BG issuing Bank Authorities) is required to mention the Power of Attorney number and date of
execution in his / her favour with authorization to sign the documents. Each page of the PBG must

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bear the signature and seal of the BG issuing Bank and PBG number. In the event of delays by
Successful Bidder in implementation of project beyond the schedules given in the RFP, the Bank
may invoke the PBG. Notwithstanding and without prejudice to any rights whatsoever of the Bank
under the contract in the matter, the proceeds of the PBG shall be payable to Bank as compensation
by the Successful Bidder for its failure to complete its obligations under the contract. The Bank
shall also be entitled to make recoveries from the Successful Bidder's bills, Performance Bank
Guarantee, or any other amount due to him, the equivalent value of any payment made to him by
the Bank due to inadvertence, error, collusion, misconstruction or misstatement. The PBG may be
discharged / returned by Bank upon being satisfied that there has been due performance of the
obligations of the Successful Bidder under the contract. However, no interest shall be payable on
the PBG.

6. Tender Process

i. Three-stage bidding process will be followed. The response to the tender should be
submitted in three parts: Eligibility, Technical Bid and Commercial Bid through online e-
tendering portal with a tender document fee and EMD details mentioned above.

ii. The Bidder shall submit their offers strictly in accordance with the terms and conditions of
the RFP. Any Bid, which stipulates conditions contrary to the terms and conditions given in
the RFP, is liable for rejection. Any decision of Bank in this regard shall be final, conclusive
and binding on the Vendor.

iii. L1 vendor will be arrived at through Online Reverse Auction (ORA). After ORA, if there is a
large variance in the prices quoted, Bank reserves the right to call the successful bidder for
a price negotiation.

iv. On conclusion of ORA, the Successful Bidder (L1) shall submit to the Bank the price breakup
for the ORA amount in the format as provided by the Bank. If the price breakup is not
submitted to the Bank within 3 days from the date of the ORA, the Bank reserve.

v. Bank will enter in to contract with the L1 bidder (in normal cases). Rates fixed at the time
of contract will be non-negotiable for the whole contract/SLA period and no revision will be
permitted. This includes changes in taxes or similar government decisions.

vi. This contract will be awarded initially for a period of five (5) years from date of signing the
contract & shall be further extended if both parties wish to continue on the same terms of
service.

vii. If the service provided by the vendor is found to be unsatisfactory or if at any time it is found
that the information provided by the vendor is false, the Bank reserves the right to revoke
the awarded contract without giving any notice to the vendor. Bank’s decision in this regard
will be final.

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viii. If any of the shortlisted Vendors are unable to fulfil the orders within the stipulated period,
then the Bank will have the right to allot those unfulfilled orders to other participating
vendors after giving 15-days‟ notice to the defaulting Vendor. Also during the period of the
contract due to unsatisfactory service, Bank will have the right to cancel the contract and
award the contract to other participating vendors.

7. Bidding Process

i. The bids in response to this RFP must be submitted in three parts:

a. Confirmation of Eligibility Criteria
b. Technical Bid‟ (TB) including and
c. Commercial Bid‟ (CB).

i. The mode of submission of Confirmation of Eligibility Criteria, Technical Bid (TB) and
Commercial Bid (CB) shall be online.

ii. Bidders are permitted to submit only one Technical Bid and relevant Commercial Bid. More
than one Technical and Commercial Bid should not be submitted.

iii. The Bidders who qualify the Eligibility Criteria & Technical Evaluation will be qualified for
commercial bid evaluation. The successful Bidder will be determined based on the Lowest
Commercial Quote (L1) after reverse auction as per the stated Commercial Evaluation
process.

iv. Receipt of the bids shall be closed as mentioned in the bid schedule. Bid received after the
scheduled closing time will not be accepted by the Bank under any circumstances.

v. Earnest Money Deposit must accompany all tender offers as specified in this tender
document. EMD amount / Bank Guarantee in lieu of the same should accompany the
Technical Bid. Bidders, who have not paid Cost of RFP and Security Deposit (EMD amount)
will not be permitted to participate in the bid and bid shall be summarily rejected.

vi. All Schedules, Formats, Forms and Annexures should be stamped and signed by an
authorized official of the bidder’.

vii. The bidder is expected to examine all instructions, forms, terms and conditions and
technical specifications in the bidding documents. Failure to furnish all information
required by the bidding documents or submission of a bid not substantially responsive to
the bidding documents in every respect will be at the bidder’s risk and may result in
rejection of the bid.

viii. No rows or columns of the tender should be left blank. Offers with insufficient information
are liable to rejection.

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ix. The bid should contain no interlineations, erasures or over-writings except as necessary to
correct errors made by the bidder. In such cases, the person/s signing the bid should initial
such corrections.

x. Bank reserves the right to re-issue / re-commence the entire bid process in case of any
anomaly, irregularity or discrepancy in regard thereof. Any decision of the Bank in this
regard shall be final, conclusive and binding on the Bidder.

xi. Modification to the Bid Document, if any, will be made available as an

addendum/corrigendum on the Bank’s website and Online tendering portal.

xii. All notices regarding corrigenda, addenda, amendments, time-extension, clarification,

response to bidders’ queries etc., if any to this RFP, will not be published through any
advertisement in newspapers or any other mass media. Prospective bidders shall regularly
visit Bank’s website or online tendering portal to get themselves updated on changes /
development in relation to this RFP.

xiii. Prices quoted should be exclusive of GST.

xiv. Applicable taxes would be deducted at source, if any, as per prevailing rates.

xv. The price (“Bid Price”) quoted by the Bidder cannot be altered or changed due to escalation
on account of any variation in taxes, levies, and cost of material.

xvi. During the period of evaluation, Bidders may be asked to provide more details and
explanations about information they have provided in the proposals. Bidders should respond
to such requests within the time frame indicated in the letter/e-mail seeking the
explanation.

xvii. The Bank’s decision in respect to evaluation methodology and short-listing Bidders will be
final and no claims whatsoever in this respect will be entertained.

xviii. The Bidder shall bear all the costs associated with the preparation and submission of its
bid and the bank, will in no case be responsible or liable for these costs, regardless of the
conduct or outcome of the bidding process.

8. Deadline for Submission of Bids:

i. Bids must be received at the portal and by the date and time mentioned in the “Schedule
of Events”.

ii. In case the Bank extends the scheduled date of submission of Bid document, the Bids shall
be submitted at the portal by the time and date rescheduled. All rights and obligations of
the Bank and Bidders will remain the same.

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iii. Any Bid received after the deadline for submission of Bids prescribed at the portal, will be
rejected.

9. Bid Validity Period

i. Bid shall remain valid for duration of 06 calendar months from Bid submission date.

ii. Price quoted by the Bidder in Reverse Auction shall remain valid for duration of 6 calendar
months from the date of conclusion of RA/ORA.

iii. Once Purchase Order or Letter of Intent is issued by the Bank, the said price will remain
fixed for the entire Contract period and shall not be subjected to variation on any account,
including exchange rate fluctuations and custom duty. A Bid submitted with an adjustable
price quotation will be treated as non-responsive and will be rejected.

10. Bid Integrity

Willful misrepresentation of any fact within the Bid will lead to the cancellation of the contract
without prejudice to other actions that the Bank may take. All the submissions, including any
accompanying documents, will become property of the Bank. The Bidders shall be deemed to
license, and grant all rights to the Bank, to reproduce the whole or any portion of their Bid
document for the purpose of evaluation and to disclose the contents of submission for regulatory
and legal requirements.

11. Cost of Bid Document

The participating Bidders shall bear all the costs associated with or relating to the preparation and
submission of their Bids including but not limited to preparation, copying, postage, delivery fees,
expenses associated with any demonstration or presentations which may be required by the Bank
or any other costs incurred in connection with or relating to their Bid. The Bank shall not be liable
in any manner whatsoever for the same or for any other costs or other expenses incurred by a
Bidder regardless of the conduct or outcome of the bidding process.

12. Contents of Bid Document

i. The Bidder must thoroughly study/analyse and properly understand the contents of this RFP,
its meaning and impact of the information contained therein.

ii. Failure to furnish all information required in this RFP or submission of Bid not responsive to
this RFP in any respect will be at the Bidder’s risk and responsibility of Bidders and shall be
summarily rejected.

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iii. The information provided by the Bidders in response to this RFP will become the property of
the Bank and will not be returned. Incomplete information in Bid document may lead to non-
consideration of the proposal.

iv. The Bid prepared by the Bidder, as well as all correspondences and documents relating to
the Bid exchanged by the Bidder and the Bank and supporting documents and printed
literature shall be submitted in English.

13. Modification and Withdrawal of Bids

i. The Bidder may modify or withdraw its Bid after the Bid’s submission, provided that written
notice of the modification, including substitution or withdrawal of the Bids, is received at
the portal, prior to the deadline prescribed for submission of Bids.

ii. No modification in the Bid shall be allowed, after the deadline for submission of Bids.

iii. No Bid shall be withdrawn in the interval between the deadline for submission of Bids and
the expiration of the period of Bid validity specified in this RFP. Withdrawal of a Bid during
this interval may result in the forfeiture of EMD submitted by the Bidder.

14. Payment Terms

The Bidder must accept the payment terms proposed by the Bank as proposed in this section. The
payments shall be made on the achievement of the following project milestones:

On Premise Model

Payment (Incl. Of applicable

Description Project Milestone
taxes)

Delivery and Successful UAT

20%
Completion
Go-Live 50%
Development Cost (in
INR)
3 Months After Go-live 20%

6 months post go live 10%

Post Completion of 1 year
AMC Cost Quarterly in Arrears
warranty period
Website Content
Post Completion of 1 year
Maintenance/Updation Quarterly in Arrears
warranty period
Cost

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Man-days Cost for additional requirements during

As per actuals
contract period (other than initial scope)

Hosted Model

Payment (Incl. Of applicable

Description Project Milestone
taxes)

Delivery and Successful UAT

20%
Completion
Go-Live 50%
Development Cost (in
INR)
3 Months After Go-live 20%

6 months post go live 10%

Service Charges including Hosting Quarterly in Arrears

Website Content
Post Completion of 1 year
Maintenance/Updation Quarterly in Arrears
warranty period
Cost
Man-days Cost for additional requirements during
As per actuals
contract period (other than initial scope)

Payments shall be released on acceptance of the purchase order and:

a. Post Signing of Service Level Agreement (SLA) between Bank and Selected Bidder.
b. Post Signing of Non-Disclosure Agreement (NDA) between Bank and Selected Bidder. .
c. All taxes, if any, applicable shall be deducted at source as per current rate while making
any payment.

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D - GENERAL TERMS & CONDITIONS

1. Standard of Performance

The bidder shall perform the service(s) and carry out its obligations under the Contract with due
diligence, efficiency and economy, in accordance with generally accepted techniques and
practices used in industry and with professional engineering standards recognized by the
international professional bodies and shall observe sound management, technical and engineering
practices. It shall employ appropriate advanced technologies, procedures and methods. The Bidder
shall always act, in respect of any matter relating to the Contract, as faithful advisors to J&K Bank
and shall, at all times, support and safeguard J&K Bank's legitimate interests.

2. Indemnity

Successful bidder undertakes to keep the J&K Bank indemnified in case of any loss or damage
howsoever arising out of or related to breach of contract, statutory duty or negligence by the
successful bidder in performance of the contract. The Successful Bidder shall indemnify and hold
the Bank harmless from and against all claims, losses, costs, damages, expenses, action suits and
other proceedings (including attorney fees), relating to or resulting from: -

i. Intellectual Property infringement or misappropriation of any third party trade secrets or

infringement of any patent, trademarks, copyrights etc. or such other statutory
infringements in respect of all components provided to fulfil the scope of this project.

ii. Claims made by the employees who are deployed by the Successful Bidder.

iii. Breach of confidentiality obligations by the Successful Bidder,

iv. Negligence (including but not limited to any acts or omissions of the Successful Bidder, its
officers, principals or employees) or misconduct attributable to the Successful Bidder or
any of the employees deployed for the purpose of any or all of the its obligations,

v. Any loss or damage arising out of loss of data;

vi. Bonafide use of deliverables and or services provided by the Successful Bidder;

vii. Non-compliance by the Successful Bidder with applicable Laws/Governmental/Regulatory

Requirements.

The Successful Bidder shall be responsible for any loss of data, loss of life etc. due to acts of its
representatives, and not just arising out of negligence or misconduct, as such liabilities pose
significant risk.

It is hereby agreed that the above said indemnity obligations shall apply notwithstanding anything
to the contrary contained in this RFP/subsequent Agreement.

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3. Cancellation of Contract and Compensation

The Bank reserves the right to cancel the contract of the selected Bidder and recover expenditure
incurred by the Bank on the following circumstances. The Bank would provide 30 days’ notice to
rectify any breach/ unsatisfactory progress:

a. The selected Bidder commits a breach of any of the terms and conditions of the RFP/contract.

b. The selected Bidder becomes insolvent or goes into liquidation voluntarily or otherwise.
c. Delay in completion of Supply, Installation of Project Deliverables.

d. Serious discrepancies noted in the inspection.

e. Breaches in the terms and conditions of the Order.

f. Non submission of acceptance of order within 7 days of order.

g. Excessive delay in execution of order placed by the Bank.

h. The progress regarding execution of the contract, made by the selected Bidder is found to
be unsatisfactory.

i. If the selected Bidder fails to complete the due performance of the contract in accordance
with the agreed terms and conditions.

4. Liquidated Damages

If successful bidder fails to make delivery or perform services within stipulated time schedule,
the Bank shall, without prejudice to its other remedies under the contract, deduct from the
contract price, as liquidated damages, a sum equivalent to 1% of the total project cost for delay
of every 1 week or part thereof maximum up to 10% of contract price. Once the maximum is
reached, Bank may consider termination of Contract pursuant to the conditions of contract.
However, the bank reserves the right to impose / waive any such penalty.

5. Fixed Price

The Commercial Offer shall be on a fixed price basis, inclusive of all taxes and levies. No price
increase due to increases in customs duty, excise, tax, dollar price variation etc. will be
permitted.

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6. Right to Audit

Bank reserves the right to conduct an audit/ ongoing audit of the services provided by Bidder. The
Selected Bidder shall be subject to annual audit by internal/ external Auditors appointed by the
Bank/ inspecting official from the Reserve Bank of India or any regulatory authority, covering the
risk parameters finalized by the Bank/ such auditors in the areas of products (IT hardware/
Software) and services etc. provided to the Bank and Bidder is required to submit such certification
by such Auditors to the Bank.

Bidder should allow the J&K Bank or persons authorized by it to access Bank documents, records or
transactions or any other information given to, stored or processed by Bidder within a reasonable
time failing which Bidder will be liable to pay any charges/ penalty levied by the Bank without
prejudice to the other rights of the Bank. Bidder should allow the J&K Bank to conduct audits or
inspection of its Books and account with regard to Bank’s documents by one or more officials or
employees or other persons duly authorized by the Bank.

7. Force Majeure

i. The Selected Bidder shall not be liable for forfeiture of its performance security, Liquidated
damages or termination for default, if any to the extent that its delay in performance or other
failure to perform its obligations under the contract is the result of an event of Force Majeure.

ii. For purposes of this Clause, "Force Majeure" means an event explicitly beyond the reasonable
control of the Contractor and not involving the contractors fault or negligence and not
foreseeable. Such events may be due to or as a result of or caused by act of God, wars,
insurrections, riots, earth quake and fire, revolutions, civil commotion, floods, epidemics,
pandemics, quarantine restrictions, trade embargos, declared general strikes in relevant
industries, events not foreseeable but does not include any fault or negligence or carelessness
on the part of the parties, resulting in such a situation. In the event of any such intervening
Force Majeure, either party shall notify the other in writing of such circumstances or the cause
thereof immediately within five calendar days.

iii. Unless otherwise directed by the Bank in writing, the selected contractor shall continue to
perform its obligations under the Contract as far as is reasonably practical, and shall seek all
reasonable alternative means for performance not prevented by the Force Majeure event.

iv. In such a case the time for performance shall be extended by a period(s) not less than duration
of such delay. If the duration of delay continues beyond a period of three months, the Bank
and the contractor shall hold consultations in an endeavor to find a solution to the problem.

v. Notwithstanding above, the decision of the Bank shall be final and binding on the successful
bidder regarding termination of contract or otherwise.

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8. Publicity

Bidders, either by itself or through its group companies or Associates, shall not use the name
and/or trademark/logo of Bank, in any sales or marketing publication or advertisement, or in any
other manner.

9. Amendments

Any provision of hereof may be amended or waived if, and only if such amendment or waiver is in
writing and signed, in the case of an amendment by each Party, or in the case of a waiver, by the
Party against whom the waiver is to be effective.

10. Assignment

The Selected Bidder shall not assign, in whole or in part, the benefits or obligations of the contract
to any other person. However, the Bank may assign any of its rights and obligations under the
Contract to any of its affiliates without prior consent of Bidder.

11. Applicable law and jurisdictions of court

The Contract with the selected Bidder shall be governed in accordance with the Laws of UT Of J&K
read with laws of India so far as they are applicable to the UT of J&K for the time being enforced
and will be subject to the exclusive jurisdiction of Courts at Srinagar (with the exclusion of all other
Courts). However, the services from the bidder during the period of dispute or pending resolution
shall continue as far as is reasonably practical.

12. Resolution of Disputes and Arbitration clause

The Bank and the Bidder shall make every effort to resolve any disagreement or dispute amicably,
arising in connection with the Contract, by direct and informal negotiation between the designated
Officer of the Bank and designated representative of the Bidder. If designated Officer of the Bank
and representative of Bidder, for Design, Revamping, Development & Maintenance of Bank’s
Corporate Website, are unable to resolve the dispute within reasonable period, which in any case
shall not exceed 30 days, they shall immediately escalate the dispute to the senior authorized
personnel designated by the Bank and Bidder respectively. If even after elapse of reasonable period,
which in any case shall not exceed 30 days, the senior authorized personnel designated by the Bank
and Bidder are unable to resolve the dispute amicably OR any party fails to designate its
officer/representative/ senior authorized personnel within 30 days from the date of request in
writing for the same by the other party for amicable settlement of dispute, the same shall be
referred to a sole arbitrator to be appointed by Bank. The Arbitration and Conciliation Act, 1996
will be applicable to the arbitration proceeding and the venue of the arbitration shall be at Srinagar.
The language of the arbitration proceedings shall be in English. The award of the arbitrator shall
be final and binding. The courts at Srinagar shall have exclusive jurisdiction at Srinagar.

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13. Execution of Service Level Agreement (SLA)/ Non-Disclosure Agreement (NDA)

The Successful Bidder shall have to execute service level agreement for deliverables and successful
execution of the projects to meet Banks requirement to its satisfaction. The Bank would stipulate
strict penalty clauses for nonperformance or any failure in the implementation/efficient
performance of the project. The Bidder should execute the Agreement within 30 days from the date
of acceptance of Work Order. The date of agreement shall be treated as date of engagement and
the time-line for completion of the assignment shall be worked out in reference to this date. The
Bidder hereby acknowledges and undertakes that terms and conditions of this RFP may be varied
by the Bank in its absolute and sole discretion. The SLA/NDA to be executed with the successful
bidder shall accordingly be executed in accordance with such varied terms.

14. ‘NO CLAIM’ Certificate

The Bidder shall not be entitled to make any claim(s) whatsoever, against J&K Bank, under or by
virtue of or arising out of, the Contract/Agreement, nor shall J&K Bank entertain or consider any
such claim, if made by the Bidder after he has signed a ‘No Claim’ Certificate in favor of J&K Bank
in such form as shall be required by J&K Bank after the works are finally accepted.

15. Cost and Currency

The Offer must be made in Indian Rupees only, including the following:

a) Cost of the equipment/software/licenses specified.

b) Installation, commissioning, maintenance, migration charges, hosting charges, if any.

c) Comprehensive on-site software support.

d) Packing, Forwarding and Transportation charges up to the sites to be inclusive.

e) All taxes and levies are for Destinations.

f) Bidder have to make their own arrangements for obtaining road permits wherever needed.

16. No Agency

The Service(s) of the Bidder herein shall not be construed as any agency of J&K Bank and there
shall be no Principal - Agency relationship between J&K Bank and the Bidder in this regard.

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17. Project Risk Management

The selected bidder shall develop a process & help Bank to identify various risks, threats &
opportunities within the project. This includes identifying, analyzing & planning for potential risks,
both positive & negative, that might impact the project & minimizing the probability of & impact
of positive risks so that project performance is improved for attainment of business goals.

18. Information Security:

a. The Successful Bidder and its personnel shall not carry any written material, layout, diagrams,
hard disk, flash / pen drives, storage tapes or any other media out of J&K Bank’s premises
without written permission from J&K Bank.

b. The Successful Bidder’s personnel shall follow J&K Bank’s information security policy and
instructions in this regard.

c. The Successful Bidder acknowledges that J&K Bank 's business data and other proprietary
information or materials, whether developed by J&K Bank or being used by J&K Bank pursuant
to a license agreement with a third party (the foregoing collectively referred to herein as
“proprietary information”) are confidential and proprietary to J&K Bank; and the Successful
Bidder agrees to use reasonable care to safeguard the proprietary information and to prevent
the unauthorized use or disclosure thereof, which care shall not be less than that used by
Successful Bidder to protect its own proprietary information. Successful Bidder recognizes that
the goodwill of J&K Bank depends, among other things, upon the Successful Bidder keeping
such proprietary information confidential and that unauthorized disclosure of the same by
Successful Bidder could damage J&K Bank. By reason of Successful Bidder’s duties and
obligations hereunder, Successful Bidder may come into possession of such proprietary
information, even though the Successful Bidder does not take any direct part in or furnish the
Service(s) performed for the creation of said proprietary information and shall limit access
thereto to employees with a need to such access to perform the Services required by the
Contract/Agreement. Successful Bidder shall use such information only for the purpose of
performing the Service(s) under the Contract/Agreement.

d. Successful Bidder shall, upon termination of the Contract/Agreement for any reason, or upon
demand by J&K Bank, whichever is earliest, return any and all information provided to
Successful Bidder by J&K Bank, including any copies or reproductions, both hardcopy and
electronic.

e. That the Successful Bidder and each of its subsidiaries have taken all technical and
organizational measures necessary to protect the information technology systems and Data
used in connection with the operation of the Successful Bidder’s and its subsidiaries’

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businesses. Without limiting the foregoing, the Successful Bidder and its subsidiaries have used
reasonable efforts to establish and maintain, and have established, maintained, implemented
and complied with, reasonable information technology, information security, cyber security
and data protection controls, policies and procedures, including oversight, access controls,
encryption, technological and physical safeguards and business continuity/disaster recovery
and security plans that are designed to protect against and prevent breach, destruction, loss,
unauthorized distribution, use, access, disablement, misappropriation or modification, or other
compromise or misuse of or relating to any information technology system or Data used in
connection with the operation of the Successful Bidder’s and its subsidiaries’ businesses.

f. The Successful Bidder shall certify that to the knowledge of the Successful Bidder, there has
been no security breach or other compromise of or relating to any information technology and
computer systems, networks, hardware, software, data, or equipment owned by the Successful
Bidder or its subsidiaries or of any data of the Successful Bidder’s, the Operating Partnership’s
or the Subsidiaries’ respective customers, employees, suppliers, vendors that they maintain or
that, to their knowledge, any third party maintains on their behalf (collectively, “IT Systems
and Data”) that had, or would reasonably be expected to have had, individually or in the
aggregate, a Material Adverse Effect, and

g. That the Successful Bidder has not been notified of, and has no knowledge of any event or
condition that would reasonably be expected to result in, any security breach or other
compromise to its IT Systems and Data;

h. That the Successful Bidder is presently in compliance with all applicable laws, statutes, rules
or regulations relating to the privacy and security of IT Systems and Data and to the protection
of such IT Systems and Data from unauthorized use, access, misappropriation or modification.
Besides the Successful Bidder confirms the compliance with Banks Supplier Security Policy.

i. That the Successful Bidder has implemented backup and disaster recovery technology
consistent with generally accepted industry standards and practices.

j. That the Successful Bidder and its subsidiaries IT Assets and equipment, computers, Systems,
Software’s, Networks, hardware, websites, applications and Databases (Collectively called IT
systems) are adequate for, and operate and perform in all material respects as required in
connection with the operation of business of the Successful Bidder and its subsidiaries as
currently conducted, free and clear of all material bugs, errors, defects, Trojan horses, time
bombs, malware and other corruptants.

k. That the Successful Bidder shall be responsible for establishing and maintaining an information
security program that is designed to:

o Ensure the security and confidentiality of Customer Data, Protect against any anticipated
threats or hazards to the security or integrity of Customer Data, and

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o That the Successful Bidder will notify Customer of breaches in Successful Bidder’s security that
materially affect Customer or Customer’s customers. Either party may change its security
procedures from time to time as commercially reasonable to address operations risks and
concerns in compliance with the requirements of this section.

l. The Successful Bidder shall establish, employ and at all times maintain physical, technical and
administrative security safeguards and procedures sufficient to prevent any unauthorized
processing of Personal Data and/or use, access, copying, exhibition, transmission or removal of
Bank’s Confidential Information from Companies facilities. Successful Bidder shall promptly
provide Bank with written descriptions of such procedures and policies upon request. Bank shall
have the right, upon reasonable prior written notice to Successful Bidder and during normal
business hours, to conduct on-site security audits or otherwise inspect Companies facilities to
confirm compliance with such security requirements.

m. That Successful Bidder shall establish and maintain environmental, safety and facility
procedures, data security procedures and other safeguards against the destruction, corruption,
loss or alteration of the Client Data, and to prevent access, intrusion, alteration or other
interference by any unauthorized third parties of the same, that are no less rigorous than those
maintained by Successful Bidder for its own information or the information of its customers of
a similar nature.

n. That the Successful Bidder shall perform, at its own expense, a security audit no less frequently
than annually. This audit shall test the compliance with the agreed-upon security standards
and procedures. If the audit shows any matter that may adversely affect Bank, Successful
Bidder shall disclose such matter to Bank and provide a detailed plan to remedy such matter.
If the audit does not show any matter that may adversely affect Bank, Bidder shall provide the
audit or a reasonable summary thereof to Bank. Any such summary may be limited to the extent
necessary to avoid a breach of Successful Bidder’s security by virtue of providing such summary.

o. That Bank may use a third party or its own internal staff for an independent audit or to monitor
the Successful Bidder’s audit. If Bank chooses to conduct its own security audit, such audit shall
be at its own expense. Successful Bidder shall promptly correct any deficiency found in a
security audit.

p. That after providing 30 days prior notice to Successful Bidder, Bank shall have the right to
conduct a security audit during normal business hours to ensure compliance with the foregoing
security provisions no more frequently than once per year. Notwithstanding the foregoing, if
Bank has a good faith belief that there may have been a material breach of the agreed security
protections, Bank shall meet with Successful Bidder to discuss the perceived breach and
attempt to resolve the matter as soon as reasonably possible. If the matter cannot be resolved
within a thirty (30) day period, the parties may initiate an audit to be conducted and completed
within thirty (30) days thereafter. A report of the audit findings shall be issued within such
thirty (30) day period, or as soon thereafter as is practicable. Such audit shall be conducted by
Successful Bidder's auditors, or the successors to their role in the event of a corporate

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reorganization, at Successful Bidder’s cost.

q. Successful Bidders are liable for not meeting the security standards or desired security aspects
of all the ICT resources as per Bank’s IT/Information Security / Cyber Security Policy/IT
Outsourcing Policy . The IT /Information Security/ Cyber Security/ IT Outsourcing Policy will
be shared with successful Bidder. Successful Bidders should ensure Data Security and protection
of facilities/application managed by them.

r. The deputed persons should aware about Bank’s IT/IS/Cyber security policy and have to
maintain the utmost secrecy & confidentiality of the bank’s data including process performed
at the Bank premises. At any time, if it comes to the notice of the bank that data has been
compromised / disclosed/ misused/misappropriated then bank would take suitable action as
deemed fit and selected vendor would be required to compensate the bank to the fullest extent
of loss incurred by the bank. Besides bank will be at liberty to blacklist the bidder and take
appropriate legal action against bidder.

s. The Bank shall evaluate, assess, approve, review, control and monitor the risks and materiality
of vendor/outsourcing activities and Successful Bidder shall ensure to support baseline system
security configuration standards. The Bank shall also conduct effective due diligence, oversight
and management of third party vendors/service providers & partners.

t. Vendor criticality assessment shall be conducted for all partners & vendors. Appropriate
management and assurance on security risks in outsources and partner arrangements shall be
ensured.

19. No Set-Off, Counter-Claim and Cross Claims:

In case the Bidder has any other business relationship(s) with J&K Bank, no right of set-off,
counter-claim and cross-claim and or otherwise will be available under this Contract/Agreement
to the Bidder for any payments receivable under and in accordance with that business.

20. Statutory Requirements

During the tenure of the Contract/Agreement nothing shall be done by the Bidder in contravention
of any law, act and/ or rules/regulations, there under or any amendment thereof governing inter-
alia customs, foreign exchange, etc., and the Bidder shall keep J&K Bank, its directors, officers,
employees, representatives, agents and consultants indemnified in this regard.

21. Bidder Utilization of Know-how:

J&K Bank will request a clause that prohibits the finally selected bidder from using any information
or know-how gained in this contract for another organization whose business activities are similar

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in part or in whole to any of those of the Bank anywhere in the world without prior written consent
of the Bank during the period of the contract and one year thereafter.

22. Corrupt and Fraudulent practice:

i. It is required that Successful Bidder observe the highest standard of ethics during the
procurement and execution of such contracts and not to indulge in any corrupt and fraudulent
practice.

ii. “Corrupt Practice” means the offering, giving, receiving or soliciting of anything of value to
influence the action of an official in the procurement process or in contract execution.

iii. “Fraudulent Practice” means a misrepresentation of facts in order to influence a procurement

process or the execution of contract to the detriment of the Bank and includes collusive
practice among bidders (prior to or after bid submission) designed to establish bid prices at
artificial non-competitive levels and to deprive the Bank of the benefits of free and open
competition.

iv. The Bank reserves the right to reject a proposal for award if it determines that the Successful
Bidder recommended for award has engaged in corrupt or fraudulent practices in competing
for the contract in question.

v. The Bank reserves the right to declare a bidder ineligible, either indefinitely or for a stated
period of time, to be awarded a contract if at any time it becomes known that the firm has
engaged in corrupt or fraudulent practices in competing for or in executing the contract.

23. Solicitation of Employees

Bidder will not hire employees of J&K Bank or solicit or accept solicitation (either directly,
indirectly, or through a third party) from employees of the J&K Bank directly involved in this
contract during the period of the contract and one year thereafter.

24. Proposal Process Management

The Bank reserves the right to accept or reject any/all proposal/ to revise the RFP, to request one
or more re-submissions or clarifications from one or more BIDDERs, or to cancel the process in part
or whole. No bidder is obligated to respond to or to continue to respond to the RFP. Additionally,
the Bank reserves the right to alter the requirements, in part or whole, during the RFP process.
Each party shall be entirely responsible for its own costs and expenses that are incurred while
participating in the RFP, subsequent presentation and contract negotiation processes.

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25. Confidentiality Provision

a) The bidder shall hold in confidence all the information, documentation, etc which shall come
to their knowledge (Confidential Information) and shall not disclose or divulge confidential
information to any third party or use Confidential Information or any part thereof without
written consent of the Bank.

b) Confidential Information means information which is by its nature confidential or is designated

by the bank and confidential information and includes:
i. All information marked or otherwise designated as confident.
ii. Information which relates to the financial position, the internal management structure,
the Personnel , policies and strategies of the Bank
iii. Data of the bank, customer lists, customer information, account information, and
business information regarding business planning and operation of the Bank or otherwise
information or data whether such data is permanent or otherwise

The restriction imposed in this clause does not apply to any disclosure or information:
i. Which at the material time was in public domain other than breach of this clause; or
ii. Which is required to be disclosed on account of order of any competent court or tribunal
provided that while disclosing any information, Bank shall be informed about the same
vide prior notice unless such notice is prohibited by applicable law.

26. Sub-Contracting

The services offered to be undertaken in response to this RFP shall be undertaken to be provided
by the bidder/ directly employing their employees, and there shall not be any sub-contracting.
All the resources deployed by the bidder should be on the bidder’s payroll.

27. Reverse Auction

In order to reduce the time involved in the procurement process, Bank shall be entitled to
complete the entire procurement process through a single Reverse Auction or in multiple Reverse
Auctions. The Bank shall however, be entitled to cancel the Reverse Auction process, if in its view
procurement or Reverse Auction process cannot be conducted in a fair manner and / or in the
interest of the Bank.

28. Award Notification

The Bank will award the contract to the successful Bidder, out of the Bidders who have responded
to Bank’s tender as referred above, who has been determined to qualify to perform the contract

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satisfactorily, and whose Bid has been determined to be substantially responsive, and is the lowest
commercial Bid.

The Bank reserves the right at the time of award of contract to increase or decrease of the quantity
or change in location where services are required from what was originally specified while floating
the tender without any change in unit price or any other terms and conditions.

29. Suspension of Work:

The Bank reserves the right to suspend and reinstate execution of the whole or any part of the
work without invalidating the provisions of the contract. The Bank will issue orders for suspension
or reinstatement of the work to the Successful Bidder in writing. The time for completion of the
work will be extended suitably to account for duration of the suspension.

30. Taxes and Duties:

i. Successful Bidder will be entirely responsible for all duties, levies, imposts, costs, charges,
license fees, road permit etc., in connection with delivery of equipment at site including
incidental services and commissioning.

ii. Income/Corporate taxes in India: The Successful Bidder shall be liable to pay all corporate
taxes and income tax that shall be levied according to the laws and regulations applicable from
time to time in India.

iii. Tax Deduction at Source: Wherever the laws and regulations require deduction of such taxes
at source of payment, Bank shall effect such deductions from the payment due to the
Successful Bidder. The remittance of amounts so deducted and issuance of certificate for such
deductions shall be made by Bank as per the laws and regulations in force. Nothing in the
Contract shall relieve the Successful Bidder from his responsibility to pay any tax that may be
levied in India on income and profits made by Bidder in respect of this contract.

iv. The Bank shall if so required by applicable laws in force, at the time of payment, deduct
income tax payable by the Successful Bidder at the rates in force, from the amount due to the
Successful Bidder and pay to the concerned tax authority directly.

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Annexure A: Confirmation of Terms and Conditions

The General Manager

Strategy & IT
Corporate Headquarters
Jammu & Kashmir Bank MA Road, Srinagar

Dear Sir,

Sub: RFP No ………… Design, Revamping , Development & Maintenance of Bank’s Corporate
Website dated …………………………

Further to our proposal dated ................., in response to the Request for Proposal for Design,
Revamping , Development & Maintenance of Bank’s Corporate Website hereinafter referred to
as “RFP”) issued by Jammu & Kashmir Bank (J&K BANK) we hereby covenant, warrant and confirm
as follows:

We hereby agree to comply with all the terms and conditions / stipulations, payment terms, scope,
SLAs etc. as contained in the RFP and the related addendums and other documents issued by the
Bank.

Place:

Date: Seal and signature of the bidder

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Annexure B: Tender Offer Cover Letter

The General Manager
Strategy & IT
Corporate Headquarters
Jammu & Kashmir Bank M.A Road, Srinagar

Dear Sir,

Sub: RFP no: ____ for Design, Revamping, Development & Maintenance of Bank’s Corporate
Website dated ______

Having examined the tender documents including all annexures the receipt of which is hereby duly
acknowledged, we, the undersigned, offer Design, Revamping , Development & Maintenance of
Bank’s Corporate Website to Bank as mentioned in RFP document in conformity with the said
tender documents in accordance with the Commercial bid and made part of this tender.

We understand that the RFP provides generic specifications about all the items and it has not been
prepared by keeping in view any specific bidder.

We understand that the RFP floated by the Bank is a confidential document and we shall not disclose,
reproduce, transmit or made available it to any other person.

We have read, understood and accepted the terms/ conditions/ rules mentioned in the RFP,
proposed to be followed by the Bank.

Until a formal contract is prepared and executed, this tender offer, together with the Bank’s written
acceptance thereof and the Bank’s notification of award, shall constitute a binding contract between
us.

We undertake that in competing for and if the award is made to us, in executing the subject
Contract, we will strictly observe the laws against fraud and corruption in force in India and the
UT of J&K.

We have never been barred/black-listed by any regulatory / statutory authority in India.

We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive.

This Bid, together with your written acceptance thereof and your notification of award, shall
constitute a binding Contract between us.

We certify that we have provided all the information requested by the Bank in the format requested
for. We also understand that the Bank has the exclusive right to reject this offer in case the Bank
is of the opinion that the required information is not provided or is provided in a different format.
It is also confirmed that the information submitted is true to our knowledge and the Bank
reserves the right to reject the offer if anything is found incorrect.

Place:

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Date:

Seal and signature of the bidder

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Annexure C: Details of SI/OEM

Details filled in this form must be accompanied by sufficient documentary evidence, in order to
facilitate the Bank to verify the correctness of the information.

S. No. PARTICULARS DETAILS

1 Name of the Company

2 Postal Address

3 Telephone / Mobile / Fax Numbers

4 Constitution of Company
Name & Designation of the Person
5 Authorized to make commitments to
the Bank
6 Email Address

7 Year of Commencement of Business

8 Sales Tax Registration No

9 Income Tax PAN No

10 Service Tax / GST Registration No

11 Whether OEM or System Integrator

12 Name & Address of OEM/s.

Brief Description of after sales

13 services facilities available with the
SI/OEM

14 Web Site address of the Company

Date:

Seal and signature of the bidder

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Annexure D: Compliance to Eligibility Criteria

The bidder needs to comply with all the eligibility criteria mentioned below. Non-compliance to
any of these criteria would result in outright rejection of the Bidder’s proposal. The bidder is
expected to provide proof for each of the points for eligibility evaluation criteria. Any credential
detail not accompanied by required relevant proof documents will not be considered for
evaluation. All credential letters should be appropriately bound, labelled and segregated in the
respective areas. There is no restriction on the number of credentials a bidder can provide.

The decision of the Bank would be final and binding on all the Bidders to this document. The Bank
may accept or reject an offer without assigning any reason what so ever.

The bidder must meet the following criteria to become eligible for bidding:

Bidder's
Supporting documents
[Link]. Eligibility Criteria Compliance
to be submitted
(Yes/No)
1. The bidder should be a registered
Certificate of
company/Govt. organization/PSU/PSE
Incorporation/ Certificate
and should be in operation for a
of Commencement of
minimum period of 5 (five) years in
Business.
India till the date of this RFP.
2. The bidder should have at least 3
(three) years expertise and experience
in design and development of
Corporate Website in at least 02 Reference letters to be
Scheduled Commercial banks/BFSI submitted to this effect.
Companies/Large Corporate (One
Implementation to be mandatorily in
Bank) in India.
3. The Bidder should have both primary
Data Center and DR center with full Self-declaration/letter of
back up arrangement in India and the undertaking has to be
Data Center should be ISO 27001 submitted by the Bidder.
certified.
4. Bidder should have its technical Self-declaration/letter of
support Centre in India since last three
undertaking has to be
years till the date of this RFP. submitted by the Bidder.
5. P&L Statement of last 3
The bidder should have positive net
Financial years along with
worth as per audited Balance sheet of
auditor’s certificate
the FY 2021-22, 2022-23 & 2023-24
6. Bidder should have minimum annual
turnover of Rs 5.00 crores during the Audited financials
last three financial years.

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7. The bidder should not be a defaulter

for any State Government or Central
Government and should not have been Proof to this effect has to
blacklisted by any banking or be submitted by the
insurance company, financial Bidder.
institution/ organization operating in
India, during last three years under
reference.

All documentary evidence/certificates confirming compliance criteria should be part of eligibility

criteria.

Please enclose documentary proof for all the above criteria. In absence of these, the bids will not
be considered for further evaluation. No further correspondence will be entertained in this case.
The Bank reserves the right to verify/evaluate the claims made by the vendor independently. Any
misrepresentation will entail rejection of the offer.

1. Bidders need to ensure compliance to all the eligibility criteria points.

2. Purchase orders without relevant organization confirmation through a credential letter will
not be considered as credentials.
3. Documentary evidence must be furnished against each of the above criteria along with an
index. All documents must be signed by the authorized signatory of the Bidder. Relevant
portions, in the documents submitted in pursuance of eligibility criteria, should be
highlighted.

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Annexure E: Technical Bid Form (For SI/OEM)

[Link] Evaluation Parameters Score Max Marks

The number of Corporate 1-2 Websites : 2 Marks
website Development and
implementations completed for 3-4 Websites : 3 Marks 5 Marks
1 More than 4 Websites : 5
Banks (In the last 5 years) with
average monthly hits > 5 lakhs Marks
The number of Website
Development and 1-2 Websites : 10 marks
implementations completed (In 3-4 Websites : 12 marks
2 15 Marks
the last 5 years) More than 4 Websites : 15
other than Banks with average marks
monthly hits > 5 lakhs
Number of Resources with Web Upto 6 Resources :5 Marks
Development /UI design 7-10 Resources: 8 Marks
3 10 Marks
experience with more than 3 More than 10 resources: 10
years Marks
Compliance to Techno
Techno Functional Functional Requirements
4 30 Marks
Requirements (Annexure E1)
2 Marks for each requirement
Technical Approach
Shall be evaluated on the basis
of details provided in the
Technical Approach document
5 covering Website Design, Committee Evaluation 15 Marks
technology, User experience,
UI, Architecture, Platforms,
Coding, Security etc

Demonstration of Bidder’s
Capabilities & detailing out the
Proposed design for the Bank.
Bidder to submit mock-ups of
6 suggestive Home Page/Landing Committee Evaluation 25 Marks
Page / Content Page which
shall be evaluated with regard
to broad design approach/
proposed capabilities.

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We hereby confirm that our proposed Solution meet all the specifications as mentioned above and
have submitted the supporting documents against each point claimed.

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Annexure E1: Techno-Functional Requirements

[Link] Description ( Detailed in Scope of Work) Compliance (Yes /No)

1 General Scope

2 Website Development / Revamp/Site features/modules

3 Design

4 Language

5 Plugins

6 Lead Management System

7 Information Architecture

8 Other features

9 User Interface/ User Experience

10 Security

11 Content Management

12 SEO/ SEO & Analytics

13 Scalability

14 Website Maintenance and Operational activities

We confirm that our proposed Solution meet all the specifications mentioned as above.

Signature and Seal of Company

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Annexure F: Commercial Bid Format

1. Please be guided by RFP terms, subsequent amendments and replies to pre-bid queries (if any)
while quoting.
2. Do not change structure of format nor add any extra items.
3. No counter condition/assumption in response to commercial bid will be accepted. Bank has a
right to reject such bid.
The Commercial Bid shall be submitted in the following format:

Table A: On –Premise

Unit Price Multiplication

Factor ( For Total Cost
S. No Description
Calculation (in Rs.)
Purposes)
Cost for Development, Design and
1 Implementation of Banks corporate a 1 A=a
website including all deliverables.
AMC for period of 4 Years post 1 Year
2 b 4 Years B=bx4
Warranty Period
Website Content Maintenance/ updation
3 c 4 years C=cx4
Cost
Man-day Cost for additional requirements
4 during contract period (other than d 100 Man-days D=x100
mentioned in initial scope) (optional)
Total A+B+C+D

Table B: Hosted Model

Unit Price Multiplication

Factor ( For Total Cost
S. No Description
Calculation (in Rs.)
Purposes)
Cost for Development, Design and
1 Implementation of Banks corporate a 1 A=a
website including all deliverables.
Service Maintenance Charges including
2 b 5 Years B=bx5
Hosting charges per year.
Website Content Maintenance/ updation
3 c 4 years C=cx4
Cost

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Man-day Cost for additional requirements

3 during contract period (other than d 100 Man-days D=x100
mentioned in initial scope) (optional)
Total A+B+C+D
Note: Rates to be quoted exclusive of GST/other charges/levies etc. The quantity mentioned above is
indicative only and the actual number may change based on assessment of business requirements of
the Bank.

 The cost for man-days is calculated for calculation purpose only and payment shall be made on
consumption as per actuals.
 The charges for Website Content Maintenance/Updation cost shall be applicable from second
year onwards

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Annexure G: Bank Guarantee Format

Offer Reference No.:

Bank Guarantee No: ________________
Dated:___________________________
Bank:_____________________________

To
Jammu & Kashmir Bank M.A. Road, Srinagar,
190 001 J&K.

WHEREAS........................................................................... (Company Name) and

having its Registered Office
at........................................................................................ India (hereinafter
referred to as “the Bidder”) proposes to respond to RFP No ..........................................,
dated ................................. of Jammu and Kashmir Bank Ltd for selection of vendor for
Design, Revamping , Development & Maintenance of Banks Corporate Website (Herein after
called the “RFP”) AND WHEREAS, in terms of the conditions as stipulated in the RFP, the bidder is
required to furnish a Bank Guarantee in lieu of the Earnest Money Deposit (EMD), issued by a
scheduled commercial bank in India in your favour to secure the order under the RFP Document
(which guarantee is hereinafter called as “BANK GUARANTEE”) AND WHEREAS the bidder has
approached us, ......................................................................... for providing the BANK
GUARANTEE.

AND WHEREAS at the request of the bidder and in consideration of the proposed RFP to you, We,
................................................................................................... having Branch
Office/Unit amongst others
at.............................................................................................., India and
registered office/Headquarter
at...........................................................................have agreed to issue the BANK
GUARANTEE.

THEREFORE, We, ......................................................., through our local office

at................................................. India furnish you the Bank GUARANTEE in manner
hereinafter contained and agree with you as follows:

1. We........................................................................................, undertake to pay

the amounts due and payable under this Guarantee without any demur, merely on demand from
you and undertake to indemnify you and keep you indemnified from time to time to the extent
of Rs..................................... (Rupees ..........................................................
................................only) an amount equivalent to the EMD against any loss or damage
caused to or suffered by or that may be caused to or suffered by you on account of any breach
or breaches on the part of the bidder of any of the terms and conditions contained in the RFP
and in the event of the bidder commits default or defaults in carrying out any of the work or

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discharging any obligation in relation thereto under the RFP or otherwise in the observance and
performance of any of the terms and conditions relating thereto in accordance with the true
intent and meaning thereof, we shall forthwith on demand pay to you such sum or sums not
exceeding the sum of
Rs..................................(Rupees.....................................................................
........................... only) as may be claimed by you on account of breach on the part of the
bidder of their obligations in terms of the RFP. Any such demand made on the Bank shall be
conclusive as regards amount due and payable by the Bank under this guarantee.

2. Notwithstanding anything to the contrary contained herein or elsewhere, we agree that your
decision as to whether the bidder has committed any such default or defaults and the amount
or amounts to which you are entitled by reasons thereof will be binding on us and we shall not
be entitled to ask you to establish your claim or claims under Bank Guarantee but will pay the
same forthwith on your demand without any protest or demur.

3. This Bank Guarantee shall continue and hold good until it is released by you on the application
by the bidder after expiry of the relative guarantee period of the RFP and after the bidder had
discharged all his obligations under the RFP and produced a certificate of due completion of
work under the said RFP and submitted a “ No Demand Certificate “ provided always that the
guarantee shall in no event remain in force after the day of
.....................................without prejudice to your claim or claims arisen and demanded
from or otherwise notified to us in writing before the expiry of the said date which will be
enforceable against us notwithstanding that the same is or are enforced after the said date.

4. Should it be necessary to extend Bank Guarantee on account of any reason whatsoever, we

undertake to extend the period of Bank Guarantee on your request under intimation to the
SI/OEM till such time as may be required by you. Your decision in this respect shall be final and
binding on us.

5. You will have the fullest liberty without affecting Bank Guarantee from time to time to vary
any of the terms and conditions of the RFP or extend the time of performance of the RFP or to
postpone any time or from time to time any of your rights or powers against the bidder and
either to enforce or forbear to enforce any of the terms and conditions of the said RFP and we
shall not be released from our liability under Bank Guarantee by exercise of your liberty with
reference to matters aforesaid or by reason of any time being given to the bidder or any other
forbearance, act or omission on your part of or any indulgence by you to the bidder or by any
variation or modification of the RFP or any other act, matter or things whatsoever which under
law relating to sureties, would but for the provisions hereof have the effect of so releasing us
from our liability hereunder provided always that nothing herein contained will enlarge our
liability hereunder beyond the limit of Rs……...................(
Rupees.........................................................only ) as aforesaid or extend the period
of the guarantee beyond the said day of ...................... unless expressly agreed to by us in
writing.

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6. The Bank Guarantee shall not in any way be affected by your taking or giving up any securities
from the bidder or any other person, firm or company on its behalf or by the winding up,
dissolution, insolvency or death as the case may be of the bidder

7. In order to give full effect to the guarantee herein contained, you shall be entitled to act as if
we were your principal debtors in respect of all your claims against the bidder hereby
guaranteed by us as aforesaid and we hereby expressly waive all our rights of surety ship and
other rights, if any, which are in any way inconsistent with any of the provisions of Bank
Guarantee.

8. Subject to the maximum limit of our liability as aforesaid, Bank Guarantee will cover all your
claim or claims against the bidder from time to time arising out of or in relation to the said RFP
and in respect of which your claim in writing is lodged on us before expiry of Bank Guarantee.

9. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, fax
or registered post to our local address as aforesaid and if sent accordingly it shall be deemed
to have been given when the same has been posted.

10. The Bank Guarantee and the powers and provisions herein contained are in addition to and not
by way of limitation of or substitution for any other guarantee or guarantees here before given
to you by us (whether jointly with others or alone) and that Bank Guarantee is not intended to
and shall not revoke or limit such guarantee or guarantees.

11. The Bank Guarantee shall not be affected by any change in the constitution of the bidder or us
nor shall it be affected by any change in your constitution or by any amalgamation or absorption
thereof or therewith but will ensure to the benefit of and be available to and be enforceable
by the absorbing or amalgamated company or concern.

12. The Bank Guarantee shall come into force from the date of its execution and shall not be
revoked by us any time during its currency without your previous consent in writing.

13. We undertake to pay to you any money so demanded notwithstanding any dispute or disputes
raised by the bidder in any suit or proceeding pending before any court or Tribunal relating
thereto our liability under this present being absolute and unequivocal.

14. The Bank Guarantee needs to be submitted in online form also via SFMS Application.

15. Notwithstanding anything contained herein above;

i. our liability under this Guarantee shall not exceed

Rs............................................(Rupees......................................................
....................................only) ;
ii. this Bank Guarantee shall be valid up to and including the date .............................
and claim period shall be up to……………………………….. ; and

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iii. We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee
only and only if you serve upon us a written claim or demand on or before the expiry of
the claim period.

16. We have the power to issue this Bank Guarantee in your favour under the Memorandum and
Articles of Association of our Bank and the undersigned has full power to execute this Bank
Guarantee under the Power of Attorney issued by the Bank.

For and on behalf of BANK

Authorized Signatory
Seal
Address

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Annexure H: Performance Bank Guarantee Format

To
Jammu & Kashmir Bank M.A. Road, Srinagar,
190 001 J&K.

WHEREAS....................................................................................................
................ (Company Name) registered under the Indian Companies Act 1956 and having
its Registered Office at .......................................................................,
hereinafter referred to as the Bidder has for taken up for Design, Revamping , Development
& Maintenance of Banks Corporate Websitein terms of the Purchase Order bearing No.
............................................................. Dated ............................,
hereinafter referred to as the Contract. And Whereas in terms of the Conditions stipulated
in the said Contract, the bidder is required to furnish, performance Bank Guarantee issued
by a Scheduled Commercial Bank in your favor to secure due and satisfactory compliance of
the obligations of the Bidder in accordance with the Contract; Therefore, We,
.......................................................................................................,
through our local office at ...............................................................................
Furnish you this Performance Guarantee in the manner hereinafter contained and agree with
you as follows:

1. We, ........................................................................................ do hereby

undertake to pay the amounts of Rs................................... and payable under this
Guarantee without any demur, merely on a demand, which has to be served on us before
the expiry of this guarantee, time being essence of the contract, from you stating that the
amount claimed is due by way of loss or damage caused to or would be caused to or suffered
by you by reason of breach by the said Bidder of any of the terms and conditions contained
in the Contract or by reason of the vendor’s failure to perform the said contract. Any such
demand made on us within the time stipulated above shall be conclusive as regards the
amount due and payable by us under this guarantee. However, our liability under this
guarantee shall be restricted to an amount not exceeding............................ (Rupees
................................................................. Only).

2. We undertake to pay to you any money so demanded notwithstanding any dispute/s raised
by the Bidder in any suit or proceeding before any Court or Tribunal relating thereto, our
liability under these presents being absolute and unequivocal. The payment so made by us
under this guarantee shall be a valid discharge of our liability for payment there under and
the Bidder shall have no claim against us for making such payment.

3. We further agree that, if demand, as stated above, is made on us within the stipulated
period, the guarantee herein contained shall remain in full force and effect and that it shall
continue to be enforceable till all your dues under or by virtue of the said contract have
been fully paid and your claims satisfied or discharged or till you certify that the terms and
conditions of the said contract have been fully and properly carried out by the said Bidder

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and accordingly discharge this guarantee. Provided, however, serving of a written claim /
demand in terms hereof on us for payment under this guarantee on or before the stipulated
period, time being the essence of contract, shall be a condition precedent for accrual of our
liability / your rights under this guarantee.

4. We further agree with you that you shall have the fullest liberty without our consent and
without affecting in any manner our obligations hereunder, to vary any of the terms and
conditions of the said Contract or to extend time for performance by the said vendor from
time to time or to postpone for any time or from time to time any of the powers exercisable
by us against the said Bidder and to forbear or enforce any of the terms and conditions
relating to the said Contract and we shall not be relieved from our liability by reason of such
variation, or extension being granted to the said Vendor or for any forbearance, act or
omission on our part or any indulgence by us to the said Bidder or by any such matter or
thing whatsoever which under the law relating to sureties would, but for this provision, have
effect of so relieving us.

5. This Guarantee will not be discharged due to the change in the constitution of our Bank or
the Bidder

6. We further agree and undertake unconditionally without demur and protest to pay you the
amount demanded by you in writing irrespective of any dispute or controversy between you
and the Bidder

7. We lastly undertake not to revoke this guarantee during its currency except with your
written Consent. Notwithstanding anything contained herein above;

(i) Our liability under this Guarantee shall not

exceed...............................................
Rupees.....................................................................................only);

(ii) This Guarantee shall be valid up to ...........................; and claim period of this
Bank Guarantee shall be ............................ year/s after expiry of the validity
period i.e., up to...........................; and

(iii) We are liable to pay the guaranteed amount or any part thereof under this Bank
Guarantee only and only if you serve upon us a written claim or demand on or before
the expiry of the claim period.

Dated the................. Day of ....................20.....

For..........................................

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BANK Authorized Signatory

Annexure I: Non-disclosure Agreement (NDA)

THIS NON DISCLOSURE AGREEMENT (the “Agreement”) is made and entered into as of
(____/____/2023) by and between

_______________________________________________________, a company incorporated under the

laws of India, having its registered address at ____________________________________________
(the “Receiving party/Company”)

and

“Jammu and Kashmir Bank Ltd, a Banking Company under Indian Companies Act,2013 having
corporate and registered office at M.A. Road, Srinagar, J&K,India-190001 represented herein by
Authorized Signatory ( hereinafter referred as Bank/Disclosing Party which unless the context
requires include its successors in interests and permitted assigns). (the “Bank/Disclosing Party”).

The Company/Receiving party and Bank/Disclosing Party are hereinafter collectively referred to as
parties and individually as a party.

Whereas the parties have entered into contract and for performance of contract, the parties may
share/disclose certain proprietary/confidential information to each other. To protect the
confidentiality of the confidential information shared/disclosed, the parties hereto have entered
into this NDA.

NOW THEREFORE THIS AGREEMENT WITNESSETH AS FOLLOWS:

1. Purpose J&K Bank/Disclosing Party has engaged or wishes to engage the Company/Receiving party
for undertaking the project for Design, Revamping, Development & Maintenance of Banks
Corporate Website and each party may disclose or may come to know during the course of the
project certain confidential technical and business information which the disclosing party desires
the receiving party to treat as confidential.

2. Confidential Information means any information disclosed or acquired by other party during the
course of the projects, either directly or indirectly, in writing, orally or by inspection of tangible
objects (including without limitation documents, prototypes, samples, technical data, trade secrets,
know-how, research, product plans, services, customers, markets, software, inventions, processes,
designs, drawings, marketing plans, financial condition and the Company’s plant and equipment),

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which is designated as “Confidential,” “Proprietary” or some similar designation. Information

communicated orally shall be considered Confidential Information if such information is confirmed
in writing as being Confidential Information within a reasonable time after the initial disclosure.
Confidential Information may also include information disclosed to a disclosing party by third parties.
Confidential Information shall not, however, include any information which

i. was publicly known and made generally available in the public domain prior to the time of
disclosure by the disclosing party;

ii. becomes publicly known and made generally available after disclosure by the disclosing party
to the receiving party through no action or inaction of the receiving party;

iii. is already in the possession of the receiving party at the time of disclosure by the disclosing
part as shown by the receiving party’s files and records immediately prior to the time of
disclosure;

iv. is obtained by the receiving party from a third party without a breach of such third party’s
obligations of confidentiality;

v. is independently developed by the receiving party without use of or reference to the disclosing
party’s Confidential Information, as shown by documents and other competent evidence in
the receiving party’s possession; or

vi. Is required by law to be disclosed by the receiving party, provided that the receiving party
gives the disclosing party prompt written notice of such requirement prior to such disclosure
and assistance in obtaining an order protecting the information from public disclosure.

3. Non-use and Non-disclosure. Each party agrees not to use any Confidential Information of the
other party for any purpose except to evaluate and engage in discussions concerning a potential
business relationship between the parties. Each party agrees not to disclose any Confidential
Information of the other party to third parties or to such party’s employees, except to those
employees of the receiving party who are required to have the information in order to evaluate or
engage in discussions concerning the contemplated business relationship. Neither party shall reverse
engineer, disassemble, or decompile any prototypes, software or other tangible objects which
embody the other party’s Confidential Information and which are provided to the party hereunder.

4. Maintenance of Confidentiality. Each party agrees that it shall take reasonable measures to
protect the secrecy of and avoid disclosure and unauthorized use of the Confidential Information of
the other party. Each party shall take at least those measures that it takes to protect its own most
highly confidential information and shall ensure that its employees who have access to Confidential
Information of the other party have signed a non-use and non-disclosures agreement in content
similar to the provisions hereof, prior to any disclosure of Confidential Information to such
employees. Neither party shall make any copies of the Confidential Information of the other party
unless the same are previously approved in writing by the other party. Each party shall reproduce
the other party’s proprietary rights notices on any such approved copies, in the same manner in

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which such notices were set forth in or on the original. Each party shall immediately notify the other
party in the event of any unauthorized use or disclosure of the Confidential Information.

5. No Obligation. Nothing herein shall obligate either party to proceed with any transaction between
them and each party reserves the right, in its sole discretion, to terminate the discussions
contemplated by this Agreement concerning the business opportunity. This Agreement does not
constitute a joint venture or other such business agreement.

6. No Warranty. All Confidential Information is provided by Bank as “AS IS.” Bank/Disclosing Party
makes no warranties, expressed, implied or otherwise, regarding its accuracy, completeness or
performance.

7. Return of Materials. All documents and other tangible objects containing or representing
Confidential Information which have been disclosed by either party to the other party, and all copies
thereof which are in the possession of the other party, shall be and remain the property of the
disclosing party and shall be promptly returned to the disclosing party upon the disclosing party’s
written request.

Receiving Party shall immediately return and redeliver to Disclosing Party/ Bank all tangible
material embodying the Confidential Information provided hereunder and all notes, summaries,
memoranda, , records, excerpts or derivative information deriving there from and all other
documents or materials (“Notes”) (and all copies of any of the foregoing, including “copies” that
have been converted to computerized media in the form of image, data or word processing files
either manually or by image capture) based on or including any Confidential Information, in
whatever form of storage or retrieval, upon the earlier of (i) the completion or termination of the
dealings between the parties contemplated hereunder; (ii) the termination of the Master
Agreement; or (iii) at such time as the Disclosing Party/ Bank may so request.

The receiving party shall destroy /dispose off the confidential information provided by the
disclosing party together with its copies upon written request of the disclosing party, as per the
directions issued by the disclosing party and such destruction shall be confirmed in writing by
receiving party.

8. No License. Nothing in this Agreement is intended to grant any rights to either party under any
patent, mask work right or copyright of the other party, nor shall this Agreement grant any party
any rights in or to the Confidential Information of the other party except as expressly set forth
herein.

9. Term. The Obligations of each receiving party hereunder shall survive even after this agreement
except as provided herein above.

10. Adherence. The content of the agreement is subject to adherence audit by J&K Bank. It shall
be the responsibility of the Company/Receiving party to fully cooperate and make available the
requisite resources/evidences as mandated by J&K Bank Supplier Security policy.

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11. Remedies. Each party agrees that any violation or threatened violation of this Agreement may
cause irreparable injury to the other party, entitling the other party to seek injunctive relief in
addition to all legal remedies.

12. Arbitration, Governing Law & Jurisdiction. In the case of any dispute arising upon or in relation
to or in connection with this Agreement between parties, the disputes shall at the first instance be
resolved through negotiations. If the dispute cannot be settled amicably within fourteen (14) days
from the date on which either Party has served written notice on the other of the dispute then any
party can submit the dispute for arbitration under Arbitration and conciliation Act,1996 through sole
arbitrator to be appointed mutually by the parties.

The place of Arbitration shall be Srinagar, India and the language of the arbitration proceedings
and that of all the documents and communications between the parties shall be English.

The decision of the arbitrator shall be final and binding upon the parties. The expenses of the
arbitrator as determined by the arbitrator shall be borne equally.

The parties shall continue to be performing their respective obligations under this Agreement,
despite the continuance of the arbitration proceedings, except for the disputed part under
arbitration. This agreement shall, in all respects, be governed by, and construed in accordance
with the Laws of the UT of J&K read with applicable Laws of India. The Courts in Srinagar India
shall have exclusive jurisdiction in relation to this agreement.

All notices or other communication under or in connection with this agreement shall be given in
writing and may be sent by personal delivery, or post or courier or facsimile or email. Any such
notice or other communication will be deemed to be effective if sent by personal delivery, when
delivered, if sent by post, five days after being deposited in the post office and if sent by courier,
three days after being deposited with the courier, if sent by facsimile, when sent (on receipt of
a confirmation of having been sent to correct facsimile number) and if sent my mail (on receipt
of confirmation).

_____________ (Contact details of Company/Receiving party)

_____________ (Contact details of Bank/Disclosing Party).

13. Miscellaneous. This Agreement shall bind and intended for the benefit of the parties hereto and
their successors and assigns. This document contains the entire Agreement between the parties with
respect to the subject matter hereof, and neither party shall have any obligation, express or implied
by law, with respect to trade secret or propriety information of the other party except as set forth
herein. Any failure to enforce any provision of this Agreement shall not constitute a waiver thereof
or of any other provision.

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Any provision of this Agreement may be amended or waived if, and only if such amendment or waiver
is in writing and signed, in the case of amendment by each Party, or in the case of a waiver, by the
party against whom the waiver is to be effective”.

The undersigned represent that they have the authority to enter into this Agreement on behalf of
the person, entity or corporation listed above their names.

COMPANY NAME Bank

By:______________________________ By:______________________________

Name: ___________________________ Name: ___________________________

Title: ____________________________ Title: ____________________________

Address:__________________________ Address:__________________________
__________________________________ __________________________________

Company Seal Company Seal

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Annexure J: Service Level Agreement

This Service Level agreement (“Agreement”) is made at Srinagar (J&K) on this ……….day of
……….2023 (“effective date”) between

i. “Jammu and Kashmir Bank Ltd, a Banking Company under Indian Companies Act,2013
having corporate and registered office at M.A. Road, Srinagar, J&K, India-190001
represented herein by Authorized Signatory (hereinafter referred as Bank which unless the
context requires include its successors in interests and permitted assigns) of the ONE PART,
through its authorized signatory Mr.…………………………………………………….……………………

and

ii. M/S ………………………………………………….……………………, registered under the

……………………………………… Act, having its Registered Office at
……………………………………………………………………………………… (Hereinafter referred to as the
"Successful Bidder” which expression shall unless it be repugnant to the context or meaning
thereof, include its successors and assigns) of the OTHER PART, through its authorized
signatory Mr.………………………………………………………………….

The Bank and Company are hereinafter collectively referred to as ‘Parties’ and individually as a
‘Party’.

Now therefore, this Agreement is witnessed as under:

Definitions of the terms

The Bank/J&K Bank: Reference to the “the Bank”, “Bank” and “Purchaser”
shall be determined in context and may mean without
limitation “Jammu & Kashmir Bank”.
Bidder/Vendor/Successful An eligible entity/firm submitting a Proposal/Bid in
Bidder/Company/ Service response to this RFP.
Provider :
Proposal/Bid: The Bidder’s written reply or submission in response to
this RFP.
SLA: This document in its entirety, inclusive of any addenda
that may be issued by the Bank.
The Contract: The agreement entered into between the Bank and the
Company, as recorded in this Contract Form signed by the
parties, including all attachments and appendices thereto
and all documents incorporated by reference therein.

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The Contract Price: The price payable to the Company under the Contract for
the full and proper performance of its contractual
obligations.
The Product: All of the software or software, all hardware, database,
middleware, operating systems and/or other materials
which the Company is required to supply to the Bank under
the Contract.
System: A Computer System consisting of all Hardware, Software,
etc., which should work together to provide the services
as mentioned in the Bid and to satisfy the Technical and
Functional Specifications mentioned in the Bid.
Specified Bank Location: Banks Data Centre located at Noida and Banks Disaster
Recovery Site Located at Mumbai.
PBG: Performance Bank Guarantee.
Data Centre (DC): Banks Data Centre located at Noida.
Disaster Recovery (DR): Banks Disaster Recovery Site located at Mumbai.
Material Breach: Company failure to perform a major part of this
Agreement.
Charges: Commercials as per Purchase Order.
Confidential Information: It includes all types of Information that will be found on
BANK systems that the Company may support or have
access to including, but are not limited to, Information
subject to special statutory protection, legal actions,
disciplinary actions, complaints, IT security, pending
cases, civil and criminal investigations, etc.

5.0 Scope of Work

J&K Bank intends to solicit proposals from reputed Service Providers for Design, Development,
revamp & implementation of J&K Bank’s Corporate Website ([Link]) with responsive
design, latest UI framework, visually attractive design rendered with relevant multimedia
functionalities & migration from bank’s existing website to new website. The new
revamped/developed website should be in alignment with corporate theme using latest web
technology to showcase bank’s products & services to current and potential clients in attractive,
user friendly and easily navigable manner and also comply with industry standards and guidelines
of various regulatory bodies including Reserve Bank of India, Ministry of Finance, MeitY etc. The
sites should be developed basis a defined information architecture & best practices for UI/UX.
Uniformity should be maintained across all the website of the bank.

Q. General Scope
 Website is to promote and market products and services of the Bank.

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 The new website shall be considered formally accepted (commissioned and

operationalized) after signing off the Acceptance Test Plan (ATP) document jointly by the
Bank’s Project Manager and Project Manager of the Selected Vendor.

 Selected Vendor will also provide a comprehensive User Acceptance Test (UAT) Plan along
with Technical Proposal covering every possible failure/negative scenarios. During
Acceptance Test, Selected Bidder shall also demonstrate and provide required documentation
for Business Continuity of service in every failure scenarios.

 Bidder will also be responsible to provide necessary documentation such as Project Plan, SRS
(Software Requirement Specifications), DSD (Design Specification Document), UAT (User
Acceptance Testing), Test Plans, DRP (Data Recovery Plan) & BCP (Business Continuity Plan),
Installation / Operational Manual, etc.

 Website must be beta tested to bank’s satisfaction before final go live.

 After award of the contract, successful Bidder has to appoint a Project Manager who
will be the single point of contact for the Bank throughout the project cycle. Also, Bank will
require the Project Manager to be located out of Bank’s office in Srinagar at least for a period
of one month till the website goes live for smooth co-ordination and execution. Replacement
of Project Manager should be informed to Bank at the earliest.

 Bidder has to provide training to a maximum of ten people as per the requirement at
a central location in Srinagar in our premises. Venue for the training will be provided by bank.
Training period should not be more than a week. Training must be provided by OEM certified
trainers. The cost of travelling/stay for trainers to be borne by bidder. Training to include
analytical tools implemented in the site(s).

 Escalation Matrix to be provided by the Selected Bidder at the start of the project and should
adhere to it during the contract period. Any change in escalation matrix structure or contact
person should be informed to concerned Bank Officer immediately.

 Evaluate the existing website, understand the process, platform, applications and arrive at the
gap (gap analysis).

 Migrate the existing pages including content and database after redesign and reformat.

R. Website Development / Revamp/Site features/modules:

The Selected Bidder shall have to Study, Analyse and Evaluate the existing website with
respect to developing new website (integrating all existing separate components),
understand the process, platform, applications and arrive at the gap (gap analysis).The
new website should have the following features

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• Each element in the website to conform to the international accessibility standards, the
World Wide Web Consortium (W3C), GIGW Govt. of India Guidelines for website and the
Web Content Accessibility Guidelines (WCAG) 3.0 Level AA, Google Core Web Vitals.

• The new website should be complying with the Bank’s security policy, MeitY, Govt. of
India/RBI guidelines.

• All regulatory and mandatory requirements w.r.t website including design, content,
functionality or any other technical requirement, which arise during the period of
contract and are to be complied by the Bank should be implemented without any extra
cost for entire period of contract.

S. Design

• Website to have sections for static as well as dynamic promotional content / banner,
product information including demo, online application form etc., survey / lead
generation forms, maps & locators, calculators, tender section, online contest, search
options, download option for forms/brochures, request for additional
information/enquiry, offline/online support, photo/video gallery, link for internet
banking, online lending journeys, other website/micro sites etc. apart from standard /
mandatory sections of a financial website. The features/functionality in current
corporate website of the bank needs to be incorporated/used and improved upon.

• While designing the website special care must be taken that the design and structure is
SEO friendly and optimization / scalability must be possible to increase SEO ranking of
the pages. Unique page definition, proper well defined URL structuring etc. to be
adopted by the Selected Vendor.

• The design and development at all stages to adhere to Bank’s Branding Guidelines
with regards to Font, Colour, Logo , text Size etc.

• Migrate existing pages including content as well as database after redesign and reformat
as per requirement.

• Sites should open same in all major OS Platform (Mac OSX, Windows OS and Linux) and
Browsers (Chrome, Safari, Firefox and IE). Website structure is to be browser
independent (Safari, Chrome, Firefox, and Internet Explorer).

• Prepare User, Design & technical manuals and other documents for the developed
website in an easy to understandable and User friendly language with proper diagram,
screen-shots and charts where ever required.

• The design should organize business logic and presentation logic separately while
developing and implementing the proposed system. Thus, restricting the database
queries to be inserted inside the presentation and business logic, rather, it should be
written in the database only.

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• Personalization of website for regular visitors/users should be included as an important

module and customer journey needs to be defined for the same.

 Website should have capability to capture dynamic data of visitors at various levels (the
number of times a visitor visits homepage/Web Pages, how much time is spent on each
webpage, at what time in day it visits the website, from which device, and any such
information related to the visitor) and should act dynamically i.e. displaying the
content, email sending, image adaptiveness, SMS sending, etc.

T. Language
 The website should have feature to include Multi-lingual capabilities, news,
announcements, chat facility, multimedia posts, audit trail, site search, photo gallery
etc. (all standard features).

 To implement multi-lingual (Urdu, Hindi & English) content rendering.

 Hindi contents in existing site are in Unicode font. Bank will arrange to provide contents
in Unicode for development purpose for Hindi site. Alternatively the CMS should enable
and support language page editing.

 Scalability and provision to add more regional languages in future. Costing for Multi-
lingual support should be included in the initial implementation cost itself.

U. Plugins
 Links of PlayStore, AppStore, and other such stores should also be present for mobile
site visitors.

 The new website to be developed should have the scalability of integration with Bank’s
CRM, Contact Centre, Email, SMS Systems, Online Account Opening, Web Chatbot, etc.

 Locator with search facility to be developed for the location based services Like: ATM /
Branch Finder / E – Lobby/BC points etc. The Locator should be integrated with Google
Maps / Navigational systems, bidder to secure the required license without additional
cost to the bank. Bank will provide LAT- LOG for all locations. MAPS integration required
with Bank services. Locator should ask visitor to detect its location and accordingly
detect the current location of visitor and suggest all available nearby options with
directions to reach that place. Also a search bar should be included in Locator with
floating search option for visitor to search any desired location.

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 Bank will provide its SMS gateway for pushing the SMSs and website vendor to arrange
for necessary interfacing.

 Integration via Facebook Live video API, Social media plugins wherever necessary
to easy sharing of pages/content/articles to be provided. Website should have
capability of integration with bank’s social media feeds in relevant sections of the
website.

V. Integration with Third Party applications/feeds

 Module should have capability to integrate with bank’s internal APIs as well as third
party services via APIs

W. Lead Management System

 User registration module to be implemented wherein user registers and chooses
to get the latest offer details. Website should offer “Demo” to visitors/ users. Bidder to
cover the workflow during their existing system study. The demo should work on all user
access devices.

 A comprehensive module should be developed for submission of online applications

(lead capturing) by customers. The Module to have single backend with multiple
user levels for all online applications. The online applications of the module to have
facility to check eligibility criteria, EMI calculation, and customer interaction with bank
& feature to capture leads e.g. check loan limit, Rate of Interest, generation of EMI and
capturing the input provided by the customer. The module should have the facility to
capture the leads on the basis of the Bank’s various products and services and customer
requirements.

 The module should be able to provide admin access along with various other job roles.
New user creation rights and assigning/modification of job roles to be provide to the
admin user. Dashboard and alerts to be provided to all users covering the number of
leads generated for various products/services, conversion etc. The users must be
allowed to update the data and export data in different file formats like .xls, .pdf etc.
after applying various filters.

 The module should be scalable to integrate with other web modules and any other
product/scheme launched by bank in future. In such scenario, bank will share API based
interface specification and vendor to coordinate with bank’s team for necessary
customization.

 In case of future extensions / enhancements viz; new product / service additions etc.,
the same should be done at no additional cost.

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 The module should have lead tracking capabilities by assigning unique IDs, Lead
monitoring capabilities across products / services / Departments at various stages, lead
reporting capabilities with various filters.

X. Information Architecture
 Bidder to define the information architecture hierarchy / approach with rationale before
proceeding with development of the site(s).

 Easy access to content across the site is key to user journey. Bidders need to define
primary, secondary and tertiary navigation with end to end user journey. Bidders to
suggest navigation links and sub links along with proposed nomenclature.

 Bidders need to define placement of Call to action (CTA’s) at right junctures to maximise
lead capture and simply user experience.

 It should have a Quick Search option; drop down on the home page to enable the visitors
to directly navigate the page they choose.

 Navigation to be simple, easy and intuitive. Customer journey should be defined for
every targeted segment.

 Site map should be prepared and made available by the bidder

Y. Other features:
 Calculators such as EMI Calculator for Home Loan, Car Loan, Personal Loan and other
products with a graphical representation should be included.

 Expenditure Manager, Retirement Planner, Financial Planner, Savings Calculator,

Investment Planning Calculator, Mortgage Calculator should be included at proper place
on website. Bank would provide data as well as process for such computation.
 Visitor counter should be provided to the Bank and website should prompt the visitor its
last visited page on website.

 Survey option should be available on website for Bank to publish and conduct periodical
surveys of its visitors. Survey reports should be provided to the Bank at the end of every
survey. The surveys would be enabled based on the requirement of bank and the content
would be provided by the bank.

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 Daily Quiz for visitors and Opinion Poll of visitors must also be included in the website.
These would be enabled on need basis.

 Option to download, print and share Brochures, Application Forms, Tender Notices,
Guidelines and any other similar document must be provided.

 Dedicated tender and auction section with search options based on location, amount,
etc. must be present in the site.

 Latest Banking News, Media Coverage of Bank, Director’s Info, Annual Reports, Latest
Announcement, banking Glossary and similar sections to be included.

 Product Promotion section to be included which will consist of latest offers, campaigns,
discounts, etc.

 Call Back Facility and Call Now feature for visitors interested should be available.

 Integration with chat bot/Web Chat, allied applications should be made available to
visitors and must store all previous conversations of the visitor. Web Chat should every
time start from the point where the visitor left last.

 Net Banking Login for retail and corporate customers should be provided from the
homepage itself instead of redirecting it to the Net Banking portal for login. Integration
with Bank’s net banking portal and other portals (as and when required) should be done.
 Data Dictionary for all the modules should be maintained and provided to Bank on
quarterly basis.

 Bank may desire the data output of modules in different formats from time to time as
per their requirement. Selected Vendor should be able to provide data output in desired
format for the modules as and when required by the Bank.

 Also, automatic acknowledgement saying thanks and inviting to visit again to all
customers registering with us on website should be sent.

 Website to have blog section with various segments to organize and host articles for
viewers. The blog section to have features like attractive and interactive display,
efficient use of images / infographics / videos, comment section for visitors, directory
of articles etc. An admin user to be provided for the bank to authorize and reply to the
comments on article. The blog / articles to have functionality of automatic inter-linking
to relevant product pages. The blog should be developed keeping in view the SEO best
practices.

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 Website should provide accessibility options for the Blind and Visually Impaired users
based on WCAG, or Web Content Accessibility Guidelines.

 Website should be in alignment with all the circulars issued by regulator for general
information dissemination and regulatory compliances.

 Voice Search facility should also be available in the sites.

 The website should be ready to consume web services and integrate with different web
applications. Also, the website shall be capable of creating/ exposing web services for
complete application content.

Z. USER INTERFACE/ USER EXPERIENCE

 Ease of usability of the site by the visitors to achieve the objective of user
satisfaction/delight. Selected Vendor will have to provide the Bank with different
layout options for homepage and internal pages (minimum 3 options to be provided).
The options provided must be clearly distinct from each other and should not be a
modified version of other options provided. Bidder should come up with unique, out of
the box options distinct from existing website layouts in the market/competition.
Rationale / Logic / approach from Information architecture / UI/UX perspective to be
submitted along with designs. Bank will decide which option to take forward along with
necessary modifications, if required any. If no option provided is found good by the bank,
then the bidder will have to come up with different set of options. Bank will give a go
ahead on layouts and other UI/UX features only on its complete satisfaction. Number of
iterations for modifications can be unlimited until Bank’s complete satisfaction. If Bank
doesn’t like the design/layout/template and other UI/UX features provided by vendor,
then Bank, at its sole discretion, will provide the design/layout/template to the vendor
and vendor will have to incorporate these and implement it in the website without any
objection.

 Design to be attractive, latest technology based and should facilitate availability of

information with minimum clicks with logical and intuitive flow.

 Website should be mobile, tablet and similar device compatible (mobile first strategy to
be adopted). All major browser and platform support.

 Responsive & Retina Ready: Site should be fully responsive and ready for retina displays.
Customers should get best user experience of website looks on tablets and mobile
devices adapting to the screen size layout.

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 Navigation to be simple, easy and intuitive. Customer journey should be defined for
every targeted segment.

 Site map should be prepared and made available by the bidder.

 The site should be fully optimized. Attention to details, well written code and optimized
images.

 Design should be such that pages are not cluttered. Intuitive design, (i.e.) customer
need not to work hard to find where they need to go. It should have Quick Search option;
drop down on home page to enable the visitors to directly navigate the page they
choose.

 Images should be used intelligently on home page and in all main sections. Images used
should be of high resolution and there should be no copyright issue currently or in future.
Icons used should be attractive and self- explanatory. Image should be SEO optimized
for maintain site speed.

 Parallax Effect & Video Background should be done aesthetically to give a smooth
transition, easy on eyes and can include videos, put text, images, buttons or other
graphical elements for a great looking sections.

 RTL Support: RTL (Right-to-left) is fully supported by the theme.

 Modern, trendy with easy to navigate with advanced features to support text, image,
audio, video, and combination (multi media) posting.

 Ajax Instant Search: user get results while typing, floating search bar to be included on
every page for visitor to search for unstructured queries.

 Website should also be optimised to work in low bandwidth places / devices.

 Home page and other pages of website site other than downloads should have high
response time for visitors.

 Design of templates, customer journey, pages for Bank’s Online Account Opening Module
which will be integrated with the website.

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 Dynamic display of content/banners feature should be made available by the selected

bidder. The content/banner to be displayed on the interest/website journey/usage
pattern of the users.

 Images and contents should be adaptive and responsive to all formats, browsers,
devices, operating systems, screen sizes, resolutions, etc.

 Relevant iconography & infographics to be used to represent processes and instructions.

 Standardised use of design elements so that user can identify content items with ease.
Eg. CTAs should be colour and style instead of using different styled CTAs on different
pages.

 Text should not spam across the screen width which makes it difficult user to read copy.

 Short duration videos may be used on the site however heavy size videos should be
loaded from YouTube/Video.

AA. Security
 Provide secured access to organization information/services and facilitate customer to
interact with organization to submit request, view application and track the status.

 Bidder shall comply with secure coding practice such as OWASP (Open Web Application
Security Project Guidelines), OWASP API guidelines and necessary security features to
be built for securing the site from hacking.

 Bidder has to ensure 24 x7 uninterrupted functioning.

 Any unwanted security threat or hacking attempt should be taken on high priority and
dealt with immediate effect.

 Lock HTML source code to protect web pages from unauthorized copy.

 Any security breach identified must be informed to Bank immediately and attended
instantly to protect interest of the bank and its customer. Selected vendor would be
responsible for providing fix to the problem in consultation with bank’s security team.
Any such incidence should be followed by Root Cause Analysis (RCA) and audit of the
system.

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 Selected Bidder to arrange for comprehensive security audit of the site before launch.
The audit to also include monitoring setup, its capabilities and preparedness to observe
and correct any challenge noticed from inside or outside. The company will also have to
get similar audit once in every year and submit the report to bank. The bank will also
arrange for an internal/external audit to the entire setup and processes as and when
desired. The bidder to extend all possible support to the audit team to examine and
update the system to mitigate the observed risk.

 Website once designed and developed will go through VAPT and issues, vulnerabilities
emanating from the scan are required to be patched and resolved within stipulated time
within the after completion of UAT & before going live.

 Vulnerability Assessment Penetration Testing (VAPT) should be done at least once a year
and additionally based on security threat and VAPT observations are to be addressed by
the bidder as per bank’s established security policy.

 Security Audit by Internal as well as External Auditors after UAT is to be carried out by
the vendor at its own expenses. Vendor should also allow regular security audit of the
system by bank or its authorized agency as per their requirements and the company to
ensure rectification of the audit observations as part of maintenance. Any audit/security
enhancement proposed by the Government or Law enforcing agency should be carried
out by the vendor at no cost to the bank.

 Add plugins / modules to monitor uptime and check on bot attacks. Alerts and response
should work in real time to ensure 100% uptime

 Take periodical backup of the site

 Build fail safe server mechanism to create replica of live and run this instance in case
the live site goes down.

BB. Content Management

 The Content Management System (CMS) must be simple to install and easy to maintain
and operate, should not need high IT knowledge and expertise.

 Adding, modifying and deleting information to be easy and integrated with easy to use
content management system. CMS to have Multi Lingual Support (initially English and
Hindi will be required for domestic sites and English for overseas territories and future
scalability for foreign languages

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 The website shall have provisions of Content Contributor/Creator, Moderator and

Approver System wherein authorized individual from Bank can upload the content on
the website pertaining to their respective domain which after the due approval by the
approving authority would be available to the website Manager/Webmaster/Publisher
for final uploading onto the website.

 CMS system must support non-IT literate users to operate the contents within the overall
rules and workflow laid down. This will include creating contents, editing, publishing
across all modes including text, video etc.

 CMS must support ability to add contents/ delete contents/ change contents globally
across all pages on the site or on specific areas of the site.

 Movement of approved contents and changes should be automatic/ as per planned and
stipulated date and time. Rollbacks should be simple and easy. Workflow must support
automation from within including mail/ SMS reminders on due items and actions pending
at various levels including appropriate escalations.

 CMS should support on demand creation of a "ready to print" copy of the content pages.

 Download and upload features to be supported. Display of content in selected order

should be supported. Drag, drop, cut and paste options should be easily supported.

 Archival of part or whole of the site should be supported with easy restoration capability.
Usage statistics, high/low, peak traffic etc. should be supported.

 Before updation, CMS to take backup of previous data/version. It should be possible to

restore pages and contents from backups or previous versions. Each such updation needs
to recorded and audit trail maintained for any future reference.

 Application must support contents including: HTML, SMTP, XML, JavaScript's, DHTML,
EXCEL, Word, audio, Movie, graphics, Icons, Psd, ppt, etc. The CMS must support
future/new formats as they arise in the market. CMS must be compatible for common
browser types.

 CMS should be able to offer the following built-in facilities: Document Management,
Event Calendar, Event Management, FAQ Management, Glossary, Polls, and Syndicated
Content (RSS).

 CMS should support the Content scheduling web management facilities.

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 CMS should be able to provide the following performance features: Advanced Caching,
Database Replication, Load Balancing, Page Caching etc.

 CMS should provide the following security features: Audit Trail, Captcha, Login History,
Problem Notification and SSL Support.

 CMS should offer the following ease-of-use features: Spell Checker, Glossary and Preview
Content before publishing, Font type and size should be uniforms across all the pages.

 Admins to receive SMS/E-mail alerts immediately in case of any emergency or

unauthorized access.

 CMS should be scalable and have the option to add other

languages/features/modules in future.

 CMS must have the facility to offer customize content display (banner,
article/product suggestion etc.) based on the past preference/browsing pattern of the
user.

 Form data should be collected in Database and can be shared with relevant people in
various formats such as excel, word. Pdf

 Periodical updates to be done for plugins & modules used for the CMS

 CMS should have provision to create different type of admins and role management.
Super admin should be able to add and delete people.

 CMS should allow to create preview pages before publishing it on the site.

 There should be 2 instances of the site viz. one for staging and one for production

CC. SEO
 Website to be revamped/developed with latest technology and optimized for better
Search engine results and it has to have interactive web pages and provision to integrate
with social media channels like Facebook, Twitter, LinkedIn, YouTube, Instagram etc.
Sharing of pages / Posting option from website to be available to visitors as per bank’s
requirement. Also add all social media plug-in tools in website i.e. share, like, quote
sharing tool, Facebook messenger send button, and Facebook save button, etc. to share
few lines/complete text from web page directly in Facebook or any other social media

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platform post Website should all the time appear within Top 3 listings in search engine.
Monthly and Quarterly review will be done by Bank to ensure the same.

 Site should also have these common SEO features Crawlable Link Structures, On-Page
Optimization, Meta Tags, URL Structures, URL Construction, Canonical and Duplicate
Versions of Content, Rich Snippets and Site's Honor ,Avoid “black hat” SEO.

 Supplement Flash or Java plug-ins with text on the page. Provide a transcript for video
and audio content if the words and phrases used are meant to be indexed by the engines.

 Social media integration, to be implemented to promote or to market Bank’s product &

service.

 Sharing of pages / Posting option from website to be available to visitors.

 Installation of FB pixels in Website. Sharing of pages/posting option to be available

 Tag the visitors with their social media profile along with demographics, area of interest
and search. Save this data in our database. Also, include share/follow buttons.

 Include visible social media buttons which open our social media pages in new windows.
Buttons should be up-to-date.

 Integrate Social media plug-ins in each webpage. The location will be dynamic so that
can be reviewed in regular intervals.

 Website development should include One Time SEO setup to ensure, we don’t lose the
Website Rankings in Google India on keywords highlighted by JK Bank Team i.e. existing
traffic to be sustained for the Website.

 SEO team will closely work with Development team to ensure we don’t make any
Technical Changes pertaining to SEO post new website goes live

 SEO team to follow times-lines shared by Web Development team to go back with SEO
related recommendation for the new website during development

DD. Scalability
 This is one of the important parameters of this project to have Powerful Admin Panel to
allow users to customize theme in an easy and simple way. There should not be any

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need of coding anything because of the options that are included in the solution to be
provided. (Bidder to study existing website, requirements of RFP for work estimates).

 Website, CMS, and other modules provided should be scalable with provision to adopt
B2B or any other requirement of Bank.

 It should have the option of integration with Bank’s back end systems like RSS feeds E-
banking, CRM, CLMS, Contact Centre, Bank’s email, SMS Systems, CIBIL , Mobile app etc.
either real time or as required by Bank.

 Integration with third party application like tax planner, online IT filing, EMI/Loan
calculator etc. and selected external sites of banks, other financial institutions, income
tax etc. for smooth access from corporate website.

EE. Website Maintenance and Operational activities

 Selected Bidder to have a dedicated resources team. The resources deployed may be
rotated in shifts so as to ensure one resource is always available for support the
resources must be well trained to handle all operational activities of all sites.
 The bidder must provide a ticketing tool to the bank, accessible only by authorized
personnel. All updates to the bank's website should be routed through this tool.

 Quarterly Periodical review and modifications of website layout, homepage, internal

pages, images, effects, videos, icons, customer journey, content, response, and other
features will be carried out at the end of every quarter. Also, all the updation/up-
gradation should be carried out at midnight (or when the traffic on website is lowest) to
avoid any inconvenience. Any changes, modifications, updation, up-gradation will be
carried out accordingly by the bidder.

 Monthly review will be done by Bank, but not limited to, for uptime percentage of
website, SEO rankings, website performance, technical difficulties, CMS performance,
security etc.

 Selected bidder is required to prepare a schedule for maintenance activity and carry
them out regularly. Maintenance activity to be carried out at midnight to avoid visitor
inconvenience.

 Bidder will also be responsible to design product management process/ operation Manual
as per best practices.

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 Bidder shall also undertake to carry out implementation / operationalization including

move, add, and delete changes / customization of such software updates, releases,
Version upgrades. Bidder should update and maintain all supplied solutions to correctly
reflect actual state of the setup at any point in time during the contract period.

 Service Provider to manage and maintain the site during the contract period or
frequency as decided by Bank including updating.

 Applications software should be up to date with the latest service pack and patches to
protect against attacks.

 The discrepancies find during audit should be complied with in 10 days.

 Implement the regulatory requirement as per need.

 The bidder will have to trouble-shoot any problems with the website at a short notice.

 The bidder shall be responsible to share SLA adherence and traffic reports with Bank.

 The bidder shall provide the escalation matrix in respect of calls that need to be
attended for installation/support and maintenance.

 Bidder should provide Dash board, customized reports, SLA’s regarding health and
maintenance of the site, industry standards including following information at no extra
cost but not limited to availability of the Web Site – geographical region wise, response
time of the website.

 Provide the support for newly developed application within the life cycle. Bidder will
have to appoint a dedicated team at their premises for maintenance of website
throughout the contract period. The team should include at least one designer, one
developer and one project manager who will be the single point of contact for bank
throughout the contract period. Any change in the team should be informed to the bank
at the earliest without fail.

 Some dynamic pages may require more frequent editing/ modifications/ updations etc.
Such pages should be identified accordingly and a monthly review will be done for them
at the end of every month throughout the contract period. Any changes, modifications,
updations, up-gradation will be carried out accordingly by the bidder.

 Tender notices, publishing Bank’s results, announcements and any last minute updations
should be taken on highest priority and done within 30 minutes after informed.

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 Bidder shall take steps to prevent unauthorized access to data and contain malicious
activities directed at the Bank’s website/dedicated server hosting of Bank’s website
through Internet or otherwise.

 Whenever any new threats/vulnerabilities become public, the bidder will take
appropriate steps to protect the interests of the Bank so far as it relates to the services
covered under this agreement and shall also bring this to the notice of Bank immediately
and, wherever required, help/guide Bank in plugging the same.

 Once the call is received by the bidder, it will put its maximum efforts and deploy its
best resources to resolve all calls at the earliest possible time frame.

 The bidder shall be responsible for any act of its employees that may result in security
breach of Bank Website.

 As the Bank website has to function under the regulations/ recommendations of

regulatory authorities such as – Cert-In, GOI, RBI, etc. the service provider will address
all issues/ security related threats / vulnerabilities notified to the Bank by these
institutions and fix/ resolve them to the satisfaction of these institutions / Bank.

 Bidder should be able to launch and maintain vernacular sites at the earliest and as per
the SLA stated in this RFP

 Bidder should provide training on Administration & Usage to identified Bank staff on
Content Management and Data Restoration at a central location in Srinagar on Bank
premises. Venue will be provided by Bank. Fees/ travelling cost/ staying cost of trainers
will be borne by the bidder. Study material for training should be provided by the bidder
at its own cost.

FF. SEO & Analytics

 The main objective of this feature is to increase traffic on our website on a continuous
and incremental basis. To perform better in search engine listings content should be in
HTML text format. Images, Flash files, Java applets, and other non-text content are
often ignored or devalued by search engine crawlers.

 Selected bidder to design SOP (standard operating procedure), formats/ checks for all
webpage categories for SEO.

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 Changes in existing pages / development of new pages to be done in line with the best
SEO practices and proper tags, description etc. must be ensured before taking the page
live.

 Provide alternative text for images. Suggest content that attracts readers and spiders’
alike. Attract links from influential website to build authority.

 Improve the keywords list on regular basis. Optimization of keywords must be ongoing.
Make ad copy more compelling and relevant.

 Service provider to periodically review the status of website response to search and
ensure it appears high on search throughout the engagement period.

 Optimal page load speed as per best industry standards must be ensured for all pages.

 The SEO maintenance activities will include the following

o Keyword Research & Mapping
o Content Optimization Recommendations
o Google Search Console Data Analysis
o Google Search Console Crawl Error Analysis
o Crawling Emulation Of The Website
o Content Change Monitoring for Optimized Pages
o Site wide Broken Link Monitoring
o Analysis & Reporting for Server Side Page Load Errors
o Recommendations to Improve Page Load times
o Content Duplication Analysis
o Optimization of Supplementary Content Page (Interest Rates, Documents
Required, Eligibility etc.) for each product
o Directory Submissions
o Social Bookmarking Submissions
o Article Syndication
o PR Submissions
o Google Ranking Progress Report
o Traffic Analytics Report
o Offsite Promotion Report
o Optimization of blogs pages
o Optimization of City wise pages
o Optimization of Vernacular pages
o Optimization of Video section, review pages
o Optimization of Review Section Pages
o Competitor Backlink Analysis (up to 5 competitors)

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 Analytics tools/systems/services will be provided by Bank. Bidder to propose

/recommend analytics tools/systems/services. Bidder to provide two recommendation
for each tools/systems/services and may suggest other options if required.

 Collect and store visitor data, track the new and repeat visitor along with their
preferences, pages visited etc., provide forms to collect leads / feedbacks and integrate
with banks CRM/CLMS. Prompt the user with their earlier visits. (Bidder to provide
bidder agnostic solution for analytics).

 Automatic acknowledgement to customers / visitors with unique reference number in

respect of all online requests. SMS and mail integration for confirmation/ updating
status.

 Selected vendor to enable option for Re-Marketing on the basis of visitor’s last search
on website.

 Details of traffic diverted from portals. Details of visitors by demographic - By average

time spent on website, Average time spent on particular webpage, Data about Search /
Clicks on our website. Tag all pages. Tags should be inline.

 Use cookies intelligently. Disclaimer for the same to be prepared by the Selected Bidder
and displayed on the site after approval from the bank.

 Validate data is being captured correctly.

 Comprehensive campaign specific data/services viz. Source of leads / traffic, time

stamp, time spend, bounce off rate, SMS/mail integration etc.

 Some ROI measuring tool should be there. Customer Lifetime Value (CLV) should be
calculated.

 Heat Map of the web pages should be provided to the bank with suggestions to improve
the user experience along with monthly reporting or as needed by Bank.

 Service provider to provide analytics of the website use its performance etc. with
appropriate analytic tools and provide monthly MIS on various performance parameters,
along with suggestions to improve.

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 Selected Bidder needs to submit UI/UX Audit report of the website to improve the overall
performance of the site. This monthly report must provide suggestion on the changes /
modification based on the findings based on user behaviour and analytical evidence.

 Ensure required analytics codes are in place on the day website goes live to avoid
instances of no-tracking system and data capturing

 Development team to ensure all required tools/codes that are currently integrated on
the existing website are seamlessly migrated to the new website.

 All our lead capturing forms and other forms that connect users with us, are being
tracked. The Selected Bidders needs to ensure to migrate all lead capturing mechanisms
are migrated to the new website

Location of Work:
The Selected Bidder shall be required to work in close co-ordination with Bank’s teams during entire
life cycle of the project. The Selected bidder may be required to work at locations prescribed by
Bank such as Bank’s CHQ, DC/DR and other offices as per Banks requirement. All expenses
(travelling/lodging, etc.) shall be borne by the Selected bidder.

1. CHQ , Srinagar
Jammu & Kashmir Bank Ltd.
Corporate Headquarters,
MA Road, Srinagar-190001

2. Data Center Noida

Jammu & Kashmir Bank Ltd.
Green Fort Data Center, Plot B7, Sector 132, Noida U.P.-201301\

3. DR Mumbai
CtrlS Data Center,
Mahape, Navi Mumbai, Maharashtra, 400701

Contract Uptime

During Period of contract, Service Provider will maintain the services as per SLAs.

i. Any bugs and enhancement in services shall be rectified immediately.

ii. Any requirements amendments/modifications required by bank will have to be carried out by

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the identified Service Provider during the contract without any additional cost.

iii. The maximum response time for a support/complaint from the site shall not exceed time
defined, else it will fall under penalty clause.

iv. Service Provider shall solve the software problem immediately after reporting of the problem
by the Bank to the Service Provider.

v. Any rectification required in the Application Software due to inherent bugs in the System
Software/ off-the-shelf software shall also be rectified by the Service Provider, at no
additional cost with timelines as defined in the SLA.
The Service Provider shall guarantee an uptime of 99.99% during the contract period which
shall be calculated on quarterly basis. The "Uptime", for calculation purposes, equals to the
Total number of hours of the day in a quarter, less Downtime in number of hours. Any part of
hour is treated as full hour.
a) The "Downtime" shall mean the time period when the Service/Application is not available as
per the service standards of this SLA resulting failure. "Failure" is the condition that renders
the solution not available to customers. "Restoration" is the condition when the Company
demonstrates that the solution is in working order and the Bank acknowledges the same. It
excludes the scheduled outages planned in advance and when Bank denies access to the
Company Engineer for carrying out repair activities.

b) Percentage down time” shall mean the aggregate of downtime of the particular system during
the quarter expressed as a percentage of total available time in a year i.e. 90 * 24 hours. Thus,
if the aggregate downtime of System works out to 2 hours during a year then the percentage
downtime shall be calculated as follows:

2 x 100
------------ = 0.09% (Considering days in a quarter as 90)
90 x 24
(A quarter is taken as a calendar quarter and number of days are actually number of days in
each quarter)
c) Uptime”: The Company shall guarantee and ensure the following SLA’s are met during the
Contract Period of the Hardware/Software/License:

Service Window 24*7

Uptime Commitment 99.99%
Data Availability 100%

The "Uptime", for calculation purposes, equals to the Total number of hours of the day in a
quarter, less Downtime in number of hours. Any part of hour is treated as full hour.
The percentage uptime is calculated on quarterly basis as follows:

(Total hours in a quarter - downtime hours within the quarter)

------------------------------------------------------------------------------ * 100
Total hours in a quarter

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(A quarter is taken as a calendar quarter and number of days are actually number of days in each
quarter)

d) “Response Time” shall mean the interval from receipt of first information from Bank to the
company, or to the local contact person of the Company by way of any means of
communication informing them of the malfunction in System/Solution to the time Company
Engineer attends the problem.
e) “Restoration Time” shall mean the period of time from the problem occurrence to the time
in which the service returns to operational status. This may include temporary problem
circumvention / workaround and does not necessarily include root cause removal.
f) “Resolution Time” shall mean the period of time from the problem occurrence to the time
in which the root cause of the problem is removed and a permanent fix has been applied to
avoid problem reoccurrence.

During Period of contract, Service Provider will maintain the services as per SLAs. If the bidder
fails to maintain guaranteed/committed uptime of 99.99% on quarterly basis, Bank shall impose
penalty as mentioned below on slab basis. In case the uptime falls below the levels as tabulated
below, Bank shall impose a penalty for each percent of loss of uptime below the guaranteed level
as per details below:

Uptime Penalty /Quarter

Above 99.99% NA
99.98% to 99% 3% of the project Cost/Quarter
98.99% to 97% 5% of the project Cost/Quarter
97.99% to 95% 10% of the project Cost/Quarter
Penalty at an incremental rate of 1% (in addition to a base of
Less than 95% 10%) of the product cost for every 0.5% lower than the
stipulated uptime

Bank may recover such amount of penalty from any payment being released to the bidder,
irrespective of the fact whether such payment is relating to this contract or otherwise. In case
there is no pending invoices to be paid by the Bank to the bidder, the bidder has to submit a pay
order / cheque payable at Srinagar in favour of Jammu & Kashmir Bank for the same within 15
days from the notice period from the Bank. If the downtime exceeds 10 % and instances of
downtime are more than 10 in a year, Bank has the discretion to cancel the contract.

Service Levels:
This SLA document provides for minimum level of services required as per contractual

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obligations based on performance indicators and measurements thereof. The Company shall
ensure provisioning of all required services while monitoring the performance of the same to
effectively comply with the performance levels. The services provided by the Company shall be
reviewed by Bank that shall:

• Regularly check performance of the Company against this SLA.

• Discuss escalated problems, new issues and matters still outstanding for resolution.
• Review of statistics related to rectification of outstanding faults and agreed changes.
• Obtain suggestions for changes to improve the service levels.
Non-Availability: Is defined as, the service(s) is not-available as per levels below.

a. Severity Level 1: Is defined as, the Service is not available or there is a major
degradation in performance of the system.
b. Severity Level 2: Is defined as, the service is available but the performance is
degraded or there are intermittent failures and there is an urgent need to fix the
problem to restore the service
c. Severity Level 3: Is defined as, the moderate degradation in the application
performance. Has no impact on the normal operations/day-to-day working.
The violation of any of the above SLA’s will attract a penalty as set out in the table
below:

Severity Level Response Restoration Resolution

Severity-1 1 hrs. 3 hrs. 1 day
Severity-2 1 hrs. 6 hrs. 2 days
Severity-3 1 hrs. 12 hrs. 3 days

Penalties for Non Compliance to Restoration and Resolution Time:

Severity Level Restoration Breach Resolution Breach

3 days of AMC Cost for every 3 hrs. of 3 days of AMC Cost for every 1
Severity-1
delay in restoration day of delay in resolution
3 days of AMC Cost for every 6 hrs of 3 days of AMC Cost for every 2
Severity-2
delay in restoration days of delay in resolution
3 days of AMC Cost for every 12 hrs delay 3 days of AMC Cost for every 5
Severity-3
in restoration days of delay in resolution

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Delivery/Penalty:

Without prejudice to the rights of Bank to terminate this agreement/ the related purchase order, in
case of the failure to deliver and /or install the solution within the stipulated timelines, penalty
shall be levied for every 1 week delay at the rate of 3% of the order value up to a maximum of 3
weeks from the original date committed by the Company. The bank may in its sole discretion and
without being bound to do so extend the date of delivery. In the event of the Bank agrees to extend
the date of delivery at the request of the Company, it is a condition precedent that the validity of
the Performance Bank Guarantee submitted by the Company in regard to the supply and maintenance
etc. of the solution shall be extended by further period as required by the Bank before the expiry of
the original Bank Guarantee. Failure to do so will be treated as breach of contract.

Project Delivery Milestones

The solution as per the required scope needs to be rolled out as per the delivery timelines
mentioned. The phases of the Schedule are as follows:
PROJECT PHASES:
1. Project Plan
2. Delivery of Solution
3. User Acceptance Testing
4. Operationalization of Solution
5. Solution Review

1. PROJECT PLAN:
Selected Bidder shall submit the project plan for complete implementation of the solution as per
the Scope of Work detailed in this RFP along with Solution Architecture. This plan should be
submitted for review and bank’s acceptance within two week after the issuance of PO to the
Selected Bidder.
Bank shall issue a Project Plan signoff accepting the same. It shall be the responsibility of the
Selected Bidder to submit and get the plan approved by the Bank authorities within the timelines
mentioned above without any delay. Bank shall have the discretion to cancel the purchase order
in lieu of delay in submission of the project plan.

2. PROJECT MILESTONES & DELIVERY

The Website has to be developed as per project scope within a period defined in this RFP. Rollout
of the solution has to be as per the below timelines:

Weeks from date of issue

[Link] Milestones
of P.O
1 Purchase Order from J&K Bank to Selected bidder Week-0

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System Study /Stakeholder discussion and Data Within 2 weeks from

2
Gathering Issuance of PO
Submission of proposed relevant working Design
templates ( Consisting of at least Home page /
3 Within 6 weeks from
Landing page / content page for each template)
Issuance of PO
at least three variants along with respective
Wireframes for finalization from the Bank
Completion of Design /Deployment of Website for
4 Within 10 weeks from
UAT which includes migration of content to
Issuance of PO
revamped website

5 Within 12 weeks from

User Acceptance (UAT)
Issuance of PO

6 Deployment of solution on production Within 13 weeks from

environment/Go Live Issuance of PO

Successful Bidder is expected to provide detailed project implementation status on weekly

basis.
The bidder must strictly adhere to the project timeline schedule, as specified in the purchase
contract executed between the Parties for performance of the obligations, arising out of the
purchase contract and any delay in completion of the obligations by the bidder will enable Bank to
resort to any or all of the following provided that the bidder is first given a 30 days‟ written cure
period to remedy the breach/delay:
a. Claiming Liquidated Damages
b. Termination of the purchase agreement fully or partly and claim liquidated damages.
c. Forfeiting of Earnest Money Deposit / Invoking EMD Bank Guarantee/Performance
Guarantee.

However, Bank will have the absolute right to charge penalty and/or liquidated damages as per
Tender /contract without giving any cure period, at its sole discretion besides taking any other
appropriate action.

EXTENSION OF DELIVERY SCHEDULE:

If, at any time during performance of the Contract, the Bidder should encounter conditions
impeding timely delivery, the Bidder shall promptly notify the Bank in writing of the fact of the
delay, its likely duration and its cause(s). As soon as practicable after receipt of the Bidder's
notice, the Bank shall evaluate the situation and may at its discretion may extend the Bidder's
time for performance against suitable extension of the performance guarantee for delivery.

NON-DELIVERY:
Failure of the selected bidder to comply with the above delivery schedule, shall constitute
sufficient grounds for the annulment of the award of contract and invocation of bank guarantee
(delivery) besides taking appropriate action against the Selected bidder including blacklisting such
bidder from participating in future tenders.

4. USER ACCEPTANCE TESTING:

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Selected bidder shall assist Bank in the User Acceptance Testing of the solution for the
functionalities stated in this RFP document. Bank shall issue a UAT signoff on successful
completion of the UAT. If the UAT fails or there is undue delay of the completion of the UAT
due to reasons attributable to the Selected bidder, Bank may at its own discretion cancel the
purchase order and invoke the Bank guarantee for implementation.

5. GO-LIVE:

Bank shall issue Go Live Signoff on successful operationalization of the solution. If there is delay
in the operationalization of the solution, Bank reserves the right to cancel the purchase order
and invoke the Bank guarantee submitted for implementation.

6. REVIEW:

The new developed website shall remain under review for a period of 02 months from the date
of Go Live Certificate as stated above. The Selected Bidder shall be readily available during the
review phase for troubleshooting and other support. During the review phase, Bank may request
changes to the application as per its requirement and no extra costs shall accrue to the bank
for the effort involved in the same. Bank shall issue final acceptance signoff at the end of the
review phase.

Contract Period

The tenure of the Contract will be for a period of 5 years, effective from successful go live i.e.
________________________ till __________________________, unless or until terminated by Bank
in accordance with the terms of this SLA. The contract may be extended for a further period at
mutually agreed terms and conditions.

Warranty & AMC

The Warranty for the solution (On-Premise Model) should be for the period of 1 year from the
date of successful go live i.e. ________________________ till __________________________.
There after the AMC shall be started for period of 4 years. The contract can be further extended
if both parties wish to continue on same terms and conditions.

Payment Terms

The Bidder must accept the payment terms proposed by the Bank as proposed in this section. The
payments shall be made on the achievement of the following project milestones:

On Premise Model

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Payment (Incl. Of applicable

Description Project Milestone
taxes)

Delivery and Successful UAT

20%
Completion
Go-Live 50%
Development Cost (in
INR)
3 Months After Go-live 20%

6 months post go live 10%

Post Completion of 1 year
AMC Cost Quarterly in Arrears
warranty period
Man-days Cost for additional requirements during
As per actuals
contract period (other than initial scope)

Hosted Model

Payment (Incl. Of applicable

Description Project Milestone
taxes)

Delivery and Successful UAT

20%
Completion
Go-Live 50%
Development Cost (in
INR)
3 Months After Go-live 20%

6 months post go live 10%

Service Charges including Hosting Quarterly in Arrears

Man-days Cost for additional requirements during
As per actuals
contract period (other than initial scope)

Payments shall be released on acceptance of the purchase order and:

a. Post Signing of Service Level Agreement (SLA) between Bank and Selected Bidder.
b. Post Signing of Non-Disclosure Agreement (NDA) between Bank and Selected Bidder. .
c. All taxes, if any, applicable shall be deducted at source as per current rate while making
any payment.

Assignment
The Selected Bidder shall not assign, in whole or in part, the benefits or obligations of the contract
to any other person. However, the Bank may assign any of its rights and obligations under the
Contract to any of its affiliates without prior consent of Bidder.

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Entire Agreement, Amendments, Waivers.

i. This Master Agreement and each Service Attachment contains the sole and entire agreement of
the parties with respect to the entire subject matter hereof, and supersede any and all prior oral
or written agreements, discussions, negotiations, commitment, understanding, marketing
brochures, and sales correspondence and relating thereto. In entering into this Master Agreement
and each Service Attachment each party acknowledges and agrees that it has not relied on any
express or implied representation, or other assurance (whether negligently or innocently made),
out in this Master Agreement and each Service Attachment. Each party waives all rights and
remedies which, but for this Section, might otherwise be available to it in respect of any such
representation (whether negligently or innocently made), warranty, collateral contract or other
assurance.

ii. Neither this Master Agreement nor any Service Attachment may be modified or amended except
in writing and signed by the parties.

iii. No waiver of any provisions of this Master Agreement or any Service Attachment and no consent
to any default under this Master Agreement or any Service Attachment shall be effective unless
the same shall be in writing and signed by or on behalf of the party against whom such waiver or
consent is claimed. No course of dealing or failure of any party to strictly enforce any term, right
or condition of this Master Agreement or any Service Attachment shall be construed as a waiver
of such term, right or condition. Waiver by either party of any default other party shall not be
deemed a waiver of any other default.

Severability

If any or more of the provisions contained herein shall for any reason be held to be unenforceable in
any respect under law, such unenforceability shall not affect any other provision of this Master
Agreement, but this Master Agreement shall be construed as if such unenforceable provisions or
provisions had never been contained herein, provided that the removal of such offending term or
provision does not materially alter the burdens or benefits of the parties under this Master Agreement
or any Service Attachment.

Remedies Cumulative

Unless otherwise provided for under this Master Agreement or any Service Attachment, all rights of
termination or cancellation, or other remedies set forth in this Master Agreement, are cumulative
and are not intended to be exclusive of other remedies to which the injured party may be entitled by
law or equity in case of any breach or threatened breach by the other party of any provision in this
Master Agreement. Use of one or more remedies shall not bar use of any other remedy for the purpose
of enforcing any provision of this Master Agreement.

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Partnership / Collaboration / Subcontracting

The services offered shall be undertaken to be provided by the company directly and there shall not
be any sub-contracting without prior written consent from the Bank. Bank will only discuss the
solution with company’s authorized representatives. The company authorized representatives shall
mean their staff. In no circumstances any intermediary (which includes Liasoning Agents, marketing
agents, commission agents etc.) should be involved during the course of project. No subletting of the
contract by the will be allowed under any circumstances. Neither the subject matter of the contract
nor any right arising out of the contract shall be transferred, assigned or delegated to any third party
by Successful Bidder without prior written consent of the Bank

Confidentiality

All the Bank’s product and process details, documents, data, applications, software, systems,
papers, statements and business/customer information etc. (hereinafter referred to as 'Confidential
Information') which may be communicated to or come to the knowledge of the Company and /or
its employees during the course of discharging their obligations shall be treated as absolutely
confidential and the Company and its employees shall keep the same secret and confidential and
not disclose the same, in whole or in part to any third party nor shall use or allow to be used any
information other than as may be necessary for the due performance by the Company of its
obligations. The Company shall indemnify and keep Bank indemnified safe and harmless at all times
against all or any consequences arising out of any breach of this undertaking regarding Confidential
Information by the Company and/or its employees and shall immediately reimburse and pay to the
Bank on demand all damages, loss, cost, expenses or any charges that Bank may sustain suffer, incur
or pay in connection therewith.

It is clarified that “Confidential Information” includes any and all information that is or has been
received by the Company (Receiving Party) from the Bank (Disclosing Party) and that (a) relates to
the Disclosing Party and (b) is designated by the Disclosing Party as being confidential or is disclosed
in circumstances where the Receiving Party would reasonably understand that the disclosed
information would be confidential (c) is prepared or performed by or on behalf of the Disclosing
Party by its employees, officers, directors, agent, representatives or consultants.

In maintaining confidentiality, the Receiving Party on receiving the confidential information and
material agrees and warrants that it shall take at least the same degree of care in safeguarding such
confidential information and materials as it takes for its own confidential information of like
importance and such degree of care shall be at least, that which is reasonably calculated to prevent
any inadvertent disclosure. The Receiving Party shall also, keep the confidential information and
confidential materials and any copies thereof secure and in such a way so as to prevent unauthorized
access by any third Party.

The Receiving Party, who receives the confidential information and the materials, agrees that on
receipt of a written demand from the Disclosing Party, they will immediately return all written
confidential information and materials and all copies thereof provided to and which is in Receiving
Party’s possession or under its custody and control.

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The Receiving Party to the extent practicable shall immediately destroy all analysis, compilation,
notes studies memoranda or other documents prepared by it which contain, reflect or are
derived from confidential information relating to the Disclosing Party AND shall also immediately
expunge any confidential information, word processor or other device in its possession or under its
custody & control, where after it shall furnish a Certificate signed by the Authorized person
confirming that to the best of his/her knowledge, information and belief, having made all proper
enquiries, the requirement of confidentiality aspect has been complied with.

The restrictions mentioned hereinabove shall not apply to:-

(a) any information that publicly available at the time of its disclosure; or any information which
is independently developed by the Receiving Party or acquired from a third party to the extent
it is acquired with the valid right to disclose the same; or
(b) any disclosure required by law or by any court of competent jurisdiction, the rules and
regulations of any recognized stock exchange or any enquiry or investigation by any
government, statutory or regulatory body which is lawfully entitled to require any such
disclosure provided that, so far as it is lawful and practical to do so prior to such disclosures,
the Receiving Party shall promptly notify the Disclosing Party of such requirement with a
view to providing the Disclosing Party an opportunity to obtain a protective order or to
contest the disclosure or otherwise agree to the timing and content of such disclosure.

The confidential information and material and all copies thereof, in whatsoever form shall at all the
times remain the property of the Disclosing Party and disclosure hereunder shall not confer on the
Receiving Party any rights whatsoever beyond those contained in this document. The confidentiality
obligations shall be observed by the Company during the term of this Agreement and thereafter and
shall survive the expiry or termination of this Agreement between the Bank and Company.

The Company understands and agrees that any use or dissemination of information in violation of
this Confidentiality Clause will cause BANK irreparable harm, may leave BANK with no adequate
remedy at law and as such the Bank is entitled to proper indemnification for the loss caused by
the Company. Further the BANK is entitled to seek to injunctive relief besides other remedies
available to it under law and this Agreement.

Information Security:

a. The Successful Bidder and its personnel shall not carry any written material, layout, diagrams,
floppy diskettes, hard disk, flash / pen drives, storage tapes or any other media out of J&K
Bank’s premises without written permission from J&K Bank.

b. The Successful Bidder’s personnel shall follow J&K Bank’s information security policy and
instructions in this regard.

c. The Successful Bidder acknowledges that J&K Bank 's business data and other proprietary
information or materials, whether developed by J&K Bank or being used by J&K Bank pursuant
to a license agreement with a third party (the foregoing collectively referred to herein as
“proprietary information”) are confidential and proprietary to J&K Bank; and the Successful

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Bidder agrees to use reasonable care to safeguard the proprietary information and to prevent
the unauthorized use or disclosure thereof, which care shall not be less than that used by
Successful Bidder to protect its own proprietary information. Successful Bidder recognizes
that the goodwill of J&K Bank depends, among other things, upon the Successful Bidder
keeping such proprietary information confidential and that unauthorized disclosure of the
same by Successful Bidder could damage J&K Bank. By reason of Successful Bidder’s duties
and obligations hereunder, Successful Bidder may come into possession of such proprietary
information, even though the Successful Bidder does not take any direct part in or furnish the
Service(s) performed for the creation of said proprietary information and shall limit access
thereto to employees with a need to such access to perform the Services required by the
Contract/Agreement. Successful Bidder shall use such information only for the purpose of
performing the Service(s) under the Contract/Agreement.

d. Successful Bidder shall, upon termination of the Contract/Agreement for any reason, or upon
demand by J&K Bank, whichever is earliest, return any and all information provided to
Successful Bidder by J&K Bank, including any copies or reproductions, both hardcopy and
electronic.

e. That the Successful Bidder and each of its subsidiaries have taken all technical and
organizational measures necessary to protect the information technology systems and Data
used in connection with the operation of the Successful Bidder’s and its subsidiaries’
businesses. Without limiting the foregoing, the Successful Bidder and its subsidiaries have
used reasonable efforts to establish and maintain, and have established, maintained,
implemented and complied with, reasonable information technology, information security,
cyber security and data protection controls, policies and procedures, including oversight,
access controls, encryption, technological and physical safeguards and business
continuity/disaster recovery and security plans that are designed to protect against and
prevent breach, destruction, loss, unauthorized distribution, use, access, disablement,
misappropriation or modification, or other compromise or misuse of or relating to any
information technology system or Data used in connection with the operation of the Successful
Bidder’s and its subsidiaries’ businesses.

f. The Successful Bidder shall certify that to the knowledge of the Successful Bidder, there has
been no security breach or other compromise of or relating to any information technology and
computer systems, networks, hardware, software, data, or equipment owned by the
Successful Bidder or its subsidiaries or of any data of the Successful Bidder’s, the Operating
Partnership’s or the Subsidiaries’ respective customers, employees, suppliers, vendors that
they maintain or that, to their knowledge, any third party maintains on their behalf
(collectively, “IT Systems and Data”) that had, or would reasonably be expected to have had,
individually or in the aggregate, a Material Adverse Effect, and

g. That the Successful Bidder has not been notified of, and has no knowledge of any event or
condition that would reasonably be expected to result in, any security breach or other
compromise to its IT Systems and Data;

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h. That the Successful Bidder is presently in compliance with all applicable laws, statutes, rules
or regulations relating to the privacy and security of IT Systems and Data and to the protection
of such IT Systems and Data from unauthorized use, access, misappropriation or modification.
Besides the Successful Bidder confirms the compliance with Banks Supplier Security Policy.

i. That the Successful Bidder has implemented backup and disaster recovery technology
consistent with generally accepted industry standards and practices.

j. That the Successful Bidder and its subsidiaries IT Assets and equipment, computers, Systems,
Software’s, Networks, hardware, websites, applications and Databases (Collectively called IT
systems) are adequate for, and operate and perform in all material respects as required in
connection with the operation of business of the Successful Bidder and its subsidiaries as
currently conducted, free and clear of all material bugs, errors, defects, Trojan horses, time
bombs, malware and other corruptants.

k. That the Successful Bidder shall be responsible for establishing and maintaining an information
security program that is designed to:

o Ensure the security and confidentiality of Customer Data, Protect against any anticipated
threats or hazards to the security or integrity of Customer Data, and

o That the Successful Bidder will notify Customer of breaches in Successful Bidder’s security
that materially affect Customer or Customer’s customers. Either party may change its
security procedures from time to time as commercially reasonable to address operations
risks and concerns in compliance with the requirements of this section.

l. The Successful Bidder shall establish, employ and at all times maintain physical, technical
and administrative security safeguards and procedures sufficient to prevent any unauthorized
processing of Personal Data and/or use, access, copying, exhibition, transmission or removal
of Bank’s Confidential Information from Companies facilities. Successful Bidder shall promptly
provide Bank with written descriptions of such procedures and policies upon request. Bank
shall have the right, upon reasonable prior written notice to Successful Bidder and during
normal business hours, to conduct on-site security audits or otherwise inspect Companies
facilities to confirm compliance with such security requirements.

m. That Successful Bidder shall establish and maintain environmental, safety and facility
procedures, data security procedures and other safeguards against the destruction,
corruption, loss or alteration of the Client Data, and to prevent access, intrusion, alteration
or other interference by any unauthorized third parties of the same, that are no less rigorous
than those maintained by Successful Bidder for its own information or the information of its
customers of a similar nature.

n. That the Successful Bidder shall perform, at its own expense, a security audit no less

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frequently than annually. This audit shall test the compliance with the agreed-upon security
standards and procedures. If the audit shows any matter that may adversely affect Bank,
Successful Bidder shall disclose such matter to Bank and provide a detailed plan to remedy
such matter. If the audit does not show any matter that may adversely affect Bank, Successful
Bidder shall provide the audit or a reasonable summary thereof to Bank. Any such summary
may be limited to the extent necessary to avoid a breach of Successful Bidder’s security by
virtue of providing such summary.

o. That Bank may use a third party or its own internal staff for an independent audit or to
monitor the Successful Bidder’s audit. If Bank chooses to conduct its own security audit, such
audit shall be at its own expense. Successful Bidder shall promptly correct any deficiency
found in a security audit.

p. That after providing 30 days prior notice to Successful Bidder, Bank shall have the right to
conduct a security audit during normal business hours to ensure compliance with the foregoing
security provisions no more frequently than once per year. Notwithstanding the foregoing, if
Bank has a good faith belief that there may have been a material breach of the agreed security
protections, Bank shall meet with Successful Bidder to discuss the perceived breach and
attempt to resolve the matter as soon as reasonably possible. If the matter cannot be resolved
within a thirty (30) day period, the parties may initiate an audit to be conducted and
completed within thirty (30) days thereafter. A report of the audit findings shall be issued
within such thirty (30) day period, or as soon thereafter as is practicable. Such audit shall be
conducted by Successful Bidder's auditors, or the successors to their role in the event of a
corporate reorganization, at Successful Bidder’s cost.

q. Successful Bidders are liable for not meeting the security standards or desired security aspects
of all the ICT resources as per Bank’s IT/Information Security / Cyber Security Policy. The IT
/Information Security/ Cyber Security Policy will be shared with successful Bidder. Successful
Bidders should ensure Data Security and protection of facilities/application managed by them.

r. The deputed persons should aware about Bank’s IT/IS/Cyber security policy and have to
maintain the utmost secrecy & confidentiality of the bank’s data including process performed
at the Bank premises. At any time, if it comes to the notice of the bank that data has been
compromised / disclosed/ misused/misappropriated then bank would take suitable action as
deemed fit and selected Successful Bidder would be required to compensate the bank to the
fullest extent of loss incurred by the bank.

s. The Bank shall evaluate, assess, approve, review, control and monitor the risks and
materiality of vendor/outsourcing activities and Successful Bidder shall ensure to support
baseline system security configuration standards. The Bank shall also conduct effective due
diligence, oversight and management of third party vendors/Successful Bidders & partners.

t. Successful Bidder criticality assessment shall be conducted for all partners & vendors.
Appropriate management and assurance on security risks in outsources and partner

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arrangements shall be ensured.

Termination of Contract

If the Termination is on account of failure of the Successful Bidder to perform the obligations under
this agreement, the Bank shall have the right to invoke the Performance Bank Guarantee(s) given by
the selected bidder.

The Bank will be entitled to terminate this Contract, on the happening of any one or more of the
following:

For Convenience: BANK by written notice sent to the Company may terminate the contract in
whole or in part at any time for its convenience giving 30 days prior notice.

In the event of termination of the Agreement for the Bank’s convenience, Successful Bidder shall be
entitled to receive payment for the Services rendered (delivered) up to the effective date of
termination.

For Insolvency: BANK may at any time terminate the contract by giving written notice to the
Company, if the Company becomes bankrupt or insolvent.

For Non-performance: BANK shall have the right to terminate this agreement or/and to cancel the
entire or unexecuted part of the related Purchase Order forthwith by a written notice in the event
the company fails to deliver and/or install the solution within the stipulated time schedule or any
extension, if any, thereof agreed by the Bank in writing in its sole discretion OR the Company fails
to maintain the service levels prescribed by BANK in scope of work OR fails to discharge or commits
breach of any of its obligations under this Agreement.

In the event of termination, the company shall compensate the Bank to the extent of loss suffered
by the Bank on account of such termination provided that such termination will not prejudice or
affect any right of action or remedy which has accrued or will accrue thereafter to BANK. The Bank
shall inter-alia have a right to invoke the Performance Bank Guarantee submitted by the Company
in regard to the supply and maintenance etc. of the solution for realizing the payments due to it
under this agreement including penalties, losses etc.

Indemnity

Successful Bidder undertakes to keep the J&K Bank indemnified in case of any loss or damage
howsoever arising out of or related to breach of contract, statutory duty or negligence by the
Successful Bidder in performance of the contract. The Successful Bidder shall indemnify and hold
the Bank harmless from and against all claims, losses, costs, damages, expenses, action suits and
other proceedings (including attorney fees), relating to or resulting from:-

i. Intellectual Property infringement or misappropriation of any third party trade secrets or

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infringement of any patent, trademarks, copyrights etc. or such other statutory infringements
in respect of all components provided to fulfil the scope of this project,

ii. Claims made by the employees who are deployed by the Successful Bidder,

iii. Breach of confidentiality obligations by the Successful Bidder,

iv. negligence (including but not limited to any acts or omissions of the Successful Bidder, its
officers, principals or employees) or misconduct attributable to the Successful Bidder or any
of the employees deployed for the purpose of any or all of the its obligations,

v. Any loss or damage arising out of loss of data;

vi. Bonafide use of deliverables and or services provided by the Successful Bidder;

Non-compliance by the Successful Bidder with applicable Laws / Governmental /Regulatory

Requirements. The Successful Bidder shall be responsible for any loss of data, loss of life etc. due to
acts of its representatives, and not just arising out of negligence or misconduct, as such liabilities
pose significant risk.
It is hereby agreed that the above said indemnity obligations shall apply notwithstanding anything to
the contrary contained in this Agreement.

Right to Audit

Bank reserves the right to conduct an audit/ ongoing audit of the services provided by Bidder.

The Selected Bidder shall be subject to annual audit by internal/ external Auditors appointed by
the Bank/ inspecting official from the Reserve Bank of India or any regulatory authority, covering
the risk parameters finalized by the Bank/ such auditors in the areas of products (IT hardware/
Software) and services etc. provided to the Bank and Successful Bidder is required to submit such
certification by such Auditors to the Bank.

Bidder should allow the J&K Bank or persons authorized by it to access Bank documents, records or
transactions or any other information given to, stored or processed by Bidder within a reasonable
time failing which Bidder will be liable to pay any charges/ penalty levied by the Bank without
prejudice to the other rights of the Bank. Bidder should allow the J&K Bank to conduct audits or
inspection of its Books and account with regard to Bank’s documents by one or more officials or
employees or other persons duly authorized by the Bank.

Limitation of Liability

Neither Party shall be liable for any indirect damages (including, without limitation, loss of revenue,
profits, and business) under this agreement and the aggregate liability of Successful Bidder, under
this agreement shall not exceed total contract value.

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Exit Clause

The Bank reserves the right to cancel the contract in the event of happening one or more of the
following conditions:

1. Failure of the Successful Bidder to accept the contract and furnish the Performance Bank
Guarantee within 30 days from receipt of purchase contract.

2. Delay in delivery beyond the specified period.

3. Delay in completing implementation/customization and acceptance tests/ checks beyond the

specified periods;

4. Serious discrepancy in functionality to be provided or the performance levels which have an

impact on the functioning of the solution.

5. In addition to the cancellation of contract, Bank reserves the right to appropriate the damages
through encashment of Bid Security /Performance Guarantee given by The Successful Bidder.
Bank reserves right to exit at any time after giving notice period of one month during the
contract period.

Force Majeure

i. The Selected Company shall not be liable for forfeiture of its performance security,
Liquidated damages or termination for default, if any to the extent that its delay in
performance or other failure to perform its obligations under the contract is the result of
an event of Force Majeure.
ii. For purposes of this Clause, "Force Majeure" means an event explicitly beyond the
reasonable control of the Contractor and not involving the contractors fault or negligence
and not foreseeable. Such events may be due to or as a result of or caused by act of God,
wars, insurrections, riots, earth quake and fire, revolutions, civil commotion, floods,
epidemics, pandemics, quarantine restrictions, trade embargos, declared general strikes
in relevant industries, events not foreseeable but does not include any fault or negligence
or carelessness on the part of the parties, resulting in such a situation. In the event of any
such intervening Force Majeure, either party shall notify the other in writing of such
circumstances or the cause thereof immediately within five calendar days.
iii. Unless otherwise directed by the Bank in writing, the selected bidder r shall continue to
perform its obligations under the Contract as far as is reasonably practical, and shall seek
all reasonable alternative means for performance not prevented by the Force Majeure
event.
iv. In such a case the time for performance shall be extended by a period(s) not less than
duration of such delay. If the duration of delay continues beyond a period of three months,
the Bank and The Successful Bidder shall hold consultations in an endeavor to find a solution
to the problem.

v. Notwithstanding above, the decision of the Bank shall be final and binding on the successful

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Company regarding termination of contract or otherwise

Intellectual Property Rights

1.1 For any technology / software / product used by Company for performing Services for the Bank
as part of this Agreement, Company shall have right to use as well as right to license such
technology/ software / product. The Bank shall not be liable for any license or IPR violation on
the part of Company.

1.2 Without the Bank’s prior written approval, Company will not, in performing the Services, use or
incorporate link to or call or depend in any way upon, any software or other intellectual property
that is subject to an Open Source or Copy left license or any other agreement that may give rise
to any third-party claims or to limit the Bank’s rights under this Agreement.

1.3 Company shall, at its own expenses without any limitation, indemnify and keep fully and
effectively indemnified the Bank against all costs, claims, damages, demands, expenses and
liabilities whatsoever nature arising out of or in connection with all claims of infringement of
Intellectual Property Right, including patent, trademark, copyright, trade secret or industrial
design rights of any third party arising from the Services or use of the technology / software /
products or any part thereof in India or abroad.

1.4 The Bank will give (a) notice to Company of any such claim without delay/provide reasonable
assistance to Company in disposing of the claim; (b) sole authority to defend and settle such
claim and; (c) will at no time admit to any liability for or express any intent to settle the claim
provided that (i) Company shall not partially settle any such claim without the written consent
of the Bank, unless such settlement releases the Bank fully from such claim, (ii) Company shall
promptly provide the Bank with copies of all pleadings or similar documents relating to any such
claim, (iii) Company shall consult with the Bank with respect to the defence and settlement of
any such claim, and (iv) in any litigation to which the Bank is also a party, the Bank shall be
entitled to be separately represented at its own expenses Of successful bidder

1.5 Company shall have no obligations with respect to any infringement claims to the extent that
the infringement claim arises or results from: (i) Company’s compliance with the Bank’s specific
technical designs or instructions (except where Company knew or should have known that such
compliance was likely to result in an Infringement Claim and Company did not inform the Bank
of the same); or (ii) any unauthorized modification or alteration of the deliverable (if any) by
the Bank.

Corrupt and Fraudulent practice.

i. It is required that Company observe the highest standard of ethics during the procurement and
execution of such contracts and not to indulge in any corrupt and fraudulent practice.

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ii. “Corrupt Practice” means the offering, giving, receiving or soliciting of anything of value to
influence the action of an official in the procurement process or in contract execution.
iii. “Fraudulent Practice” means a misrepresentation of facts in order to influence a procurement
process or the execution of contract to the detriment of the Bank and includes collusive
practice among bidders (prior to or after bid submission) designed to establish bid prices at
artificial non-competitive levels and to deprive the Bank of the benefits of free and open
competition.
iv. The Bank reserves the right to reject a proposal for award if it determines that the Company
recommended for award has engaged in corrupt or fraudulent practices in competing for the
contract in question.
v. The Bank reserves the right to declare a bidder ineligible, either indefinitely or for a stated
period of time, to be awarded a contract if at any time it becomes known that the firm has
engaged in corrupt or fraudulent practices in competing for or in executing the contract.

Governing Laws and Dispute Resolution

This agreement shall be governed in accordance with the Laws of UT of J&K read with laws of
India so far as they are applicable to the UT of J&K for the time being and will be subject to
the exclusive jurisdiction of Courts at Srinagar with exclusion of all other Courts.

The Bank and the Successful Bidder shall make every effort to resolve any disagreement or dispute
amicably, arising in connection with the Contract, by direct and informal negotiation between the
designated Officer of the Bank for Design, Revamping , Development & Maintenance of Banks
Corporate Website,and designated representative of the Successful Bidder. If designated Officer
of the Bank and representative of the Successful Bidder are unable to resolve the dispute within
reasonable period, which in any case shall not exceed 30 days they shall immediately escalate the
dispute to the senior authorized personnel designated by the Bank and the Successful Bidder
respectively. If even after elapse of reasonable period, which in any case shall not exceed 60 days,
the senior authorized personnel designated by the Bank and the Successful Bidder are unable to
resolve the dispute amicably OR any party fails to designate its officer/representative/ senior
authorized personnel within days from the date of request in writing for the same by the other
party for amicable settlement of dispute, the dispute shall be referred to a sole arbitrator to be
appointed by Bank. The Arbitration and Conciliation Act, 1996 will be applicable to the arbitration
proceeding and the venue of the arbitration shall be at Srinagar. The language of the arbitration
proceedings shall be in English. The award of the arbitrator shall be final and binding. The courts at
Srinagar shall have exclusive jurisdiction at Srinagar.

Notices

Unless otherwise provided herein, all notices or other communications under or in connection
with this Agreement shall be given in writing and may be sent by personal delivery or by post or
courier or facsimile or e- mail to the address below, and shall be deemed to be effective if sent by
personal delivery, when delivered, if sent by post, three days after being deposited in the post and
if sent by courier, two days after being deposited with the courier, and if sent by facsimile, when
sent (on receipt of a confirmation to the correct facsimile number) and if sent by e-mail (on receipt

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of a confirmation to the correct email)

Following shall be address of BANK for notice purpose:

General Manager (S&IT), J&K Bank Ltd,

Technology & Development Division,
Corporate Headquarters, M.A. Road, Srinagar, 190001 Jammu & Kashmir (India)

Following shall be address of Company for notice purpose:

___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________

Other Terms and Conditions

i. If any provision of this agreement or any document, if any, delivered in connection with this
agreement is partially or completely invalid or unenforceable in any jurisdiction, then that
provision shall be ineffective in that jurisdiction to the extent of its invalidity or
unenforceability. However, the invalidity or unenforceability of such provision shall not affect
the validity or enforceability of any other provision of this agreement, all of which shall be
construed and enforced as if such invalid or unenforceable provision was/were omitted, nor
shall the invalidity or unenforceability of that provision in one jurisdiction affect its validity or
enforceability in any other jurisdiction. The invalid or unenforceable provision will be replaced
in writing by a mutually acceptable provision, which being valid and enforceable comes
closest to the intention of the Parties underlying the invalid or unenforceable provision.

ii. Bank reserves the right to conduct an audit/ ongoing audit of the services provided by
Company. The Company agrees and undertakes to allow the Bank or persons authorized by it to
access Bank documents, records or transactions or any other information given to, stored or
processed by the Company within a reasonable time failing which Bidder will be liable to pay
any charges/ penalty levied by the Bank without prejudice to the other rights of the Bank. The
Company shall allow the Bank to conduct audits or inspection of its Books and account with
regard to Bank’s documents by one or more officials or employees or other persons duly
authorized by the Bank.
iii. The company, either by itself or through its group companies or Associates, shall not use the
name and/or trademark/logo of Bank, in any sales or marketing publication or advertisement,
or in any other manner.

iv. Any addition, alteration, amendment, of this Agreement shall be in writing, signed by both the
parties.

v. The invalidity or unenforceability for any reason of any covenant of this Agreement shall not
prejudice or affect the validity or enforceability of its other covenants. The invalid or
unenforceable provision will be replaced by a mutually acceptable provision, which being

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valid and enforceable comes closest to the intention and economic positions of the Parties
underlying the invalid or unenforceable provision.

vi. Each party warrants that it has full power and authority to enter into and perform this
Agreement, the respective executants are duly empowered and/or authorized to execute this
Agreement, and performance of this Agreement will not result in breach of any provision of the
Memorandum and Articles of Association or equivalent constitutional documents of the either
party or any breach of any order, judgment or agreement by which the party is bound.

vii. The terms and conditions laid down in the RFP shall be read and construed forming part of this
service level agreement. In an event of contradiction on any term or condition between RFP and
service level agreement, the terms and conditions of service level agreement shall prevail.

In witness whereof the parties have set their hands on this agreement in duplicate through their
authorized signatories on the day, month and year first herein above mentioned.

Agreed and signed on behalf of Agreed and signed on behalf of

Company’s Authorized Signatory J&K Bank Limited

Name……………………………… Name………………………………
Designation…………………… Designation……………………
Place……………………………… Place………………………………
Date………………………………… Date ………………………………

Witness (1): Witness (1):

Name……………………………… Name………………………………
Designation…………………… Designation……………………
Place……………………………… Place………………………………
Date………………………………… Date ………………………………

Witness (2): Witness (2):

Name……………………………… Name………………………………
Designation…………………… Designation……………………
Place……………………………… Place………………………………
Date………………………………… Date ………………………………

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Annexure K: Undertaking

Bidder has to submit Undertaking on company letter head as per format given below

To

The General Manager

Strategy & IT
Corporate Headquarters
Jammu & Kashmir Bank M.A Road, Srinagar

Dear Sir,

Sub: RFP no: __________ For Design, Revamping, Development & Maintenance of Banks
Corporate Website

Having examined the tender documents including all annexures the receipt of which is hereby duly
acknowledged, we, the undersigned, offer to provide for Design, Revamping , Development &
Maintenance of Banks Corporate Website, to Bank as mentioned in RFP document in conformity
with the said tender documents in accordance with the Commercial bid and made part of this
tender.

We understand that the RFP provides generic specifications about all the items and it has not been
prepared by keeping in view any specific bidder.

We understand that the RFP floated by the Bank is a confidential document and we shall not disclose,
reproduce, transmit or made available it to any other person.

We hereby undertake that supporting software/license supplied, if required will be licensed,

legally obtained and with latest version.

We understand that the Bank is not bound to accept the offer either in part or in full and that the
Bank has right to reject the RFP in full or in part without assigning any reasons whatsoever.

We have read, understood and accepted the terms/ conditions/ rules mentioned in the RFP,
proposed to be followed by the Bank.

Until a formal contract is prepared and executed, this tender offer, together with the Bank’s written
acceptance thereof and the Bank’s notification of award, shall constitute a binding contract between
us.

We undertake that in competing for and if the award is made to us, in executing the subject
Contract, we will strictly observe the laws against fraud and corruption in force in India and the
UT of J&K including Prevention of Corruption Act 1988.

We have never been barred/black-listed by any regulatory / statutory authority in India.

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We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive.

We hereby undertake that all the components/parts/assembly/software used in the Networking

Hardware shall be original new components / parts / assembly / software only, from respective
OEMs of the products and that no refurbished / duplicate / second hand components / Parts /
Assembly / Software are being used or shall be used.

This Bid, together with your written acceptance thereof and your notification of award, shall
constitute a binding Contract between us.

We enclose cost of RFP Rs. 1,500/- (Twenty-Five hundred only) and EMD of Rs.2,00,000/- (Rupees
Two Lac Only) in Bank Transfer/Demand Draft/Bank Guarantee Favoring J&K Bank Ltd, towards cost
of RFP/bid security, details of the same is as under

No. :

Date:

Name of Issuing Bank:

Dated at ____________this ____________day of __________2023

We certify that we have provided all the information requested by the Bank in the format requested
for. We also understand that the Bank has the exclusive right to reject this offer in case the Bank
is of the opinion that the required information is not provided or is provided in a different format.
It is also confirmed that the information submitted is true to our knowledge and the Bank
reserves the right to reject the offer if anything is found incorrect.

We agree to all terms & conditions of the RFP.

Place:

Seal and signature of The Bidder

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Annexure L: Know Your Employee (KYE) Clause

Bidder has to submit Undertaking on company letter head as per format given below.

1. We on the behalf of __________________________________ (name of the company) hereby

confirm that all the resources (both on-site and off-site) working on the Bank’s project i.e. Design,
Revamping , Development & Maintenance of Banks Corporate Website have undergone KYE
(Know Your Employee) process and all the required checks have been performed prior to
employment of said employees as per our policy.

2. We confirm to defend and keep the bank indemnified against all loss, cost, damages, claim
penalties expenses, legal liability because of non-compliance of KYE and of misconduct of the
employee deployed by us to the Bank.

3. We further agree to submit the required supporting documents (Process of screening, Background
verification report, police verification report, character certificate, ID card copy, Educational
document, etc.) to Bank before deploying officials in Bank premises for provide Design, Revamping
, Development & Maintenance of Banks Corporate Website.

Sign and seal of Competent Authority

Name of Competent Authority
Dated

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Annexure M: Compliance Requirements

1. The solution should be in accordance with the security norms of RBI from time to time.

2. The solution proposed has to be in strict compliance with extant Laws and Regulations like
but not limited to IT Act 2000 read with IT Amendment Act 2008, Draft Master Directions of
RBI Directions on Outsourcing, RBI Digital Payment Security Directions 2021, RBI Cyber
Security Framework Circular Dated 2nd June 2016.

3. As the Bank is opting for Managed Services Model, the bidder must ensure strict compliance
with the Technology & Security Standards Viz. ISO 27001 ISMS or Equivalent Standard, ITIL
Framework, DevSecOps, ISO 27018 Code of Practice for Personally Identifiable Information
and other Software Development Standards.

4. The bidder shall ensure that a strong Project Governance Framework is put in place for
adequately addressing associated risks and measuring the success of the project at any given
point of time. The same needs to be communicated as part of the RFP response along with
the escalation matrix.

5. In case the bidder opts for providing the services via a Multi-tenancy environment, it must be
protected against data integrity and confidentiality risks and against co-mingling of data. The
architecture should enable smooth recovery and any failure of any one or combination of
components across the managed services architecture should not result in data/ information
security compromise.

6. The Bidder shall share the appropriate update and release cycles affecting the service
features (Such as: Security, Continuity, legal and governance…etc.). The bidder must be
flexible to align the same with the Banks Patch, Vulnerability and Change Management
Processes.

7. The Bidder, as part of bid submission shall share the detailed information on how the Service
Provider ensures and applies agile and rapid yet comprehensive risk management. This must
include the Risk Control checking Methodology.

8. In case the Service Provider is proposing the solution on Virtualized mode, the Service
Provider has to ensure that the controls are in place to guarantee that only authorized
snapshots are taken, and that these snapshots level of classification and storage location and
encryption is compatible in strength with the production virtualization environment. Besides,
the Service Provider has to ensure that the complete logs of Virtualized environment that are
provided to Bank are accessible to Bank.

9. The bidder shall provide the Bank with its Service Providers user list that will have access to
the Bank’s data; at any point throughout the duration of the agreement. Service Providers
should also update the Bank with any change in the employee list.

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10. The bidder shall ensure to submit the high-level/low level design document as part of the
solution offering mentioning integration of the application with Banks Privileged Identity and
Access Management Solution. The Bank shall be open to provide Identity Federated
integration using SAML / OpenID /Open Auth, RADIUS etc.

11. The Admin & User Management Framework provided by the Service Provider must be in
alignment with RBI’s Authentication Framework for Customers, Privileged Accesses and other
Internal Users.

12. The Service Provider must provide the Bank secure control for managing its identities
(Including Identity Creation and Deletion / Modification & Termination).

13. The Service Provider shall ensure Authentication, Authorization, Accounting, Access control
and logging (Format, retention and Access) meet the Bank’s regulatory and legal
requirements.

14. The Service Provider shall ensure that the logging is enabled for all activities including OS
and, Application level for a period not less than 180 days online and then Backed up for the
period of project. The Live logs as stipulated above shall as well be integrated with Bank’s
SIEM Solution.

15. The Service Provider shall have the information readily available on Location and time of
access of the Service Provider Team.

16. The Service Provider shall ensure Micro-segmentation of Banks services. The Service Provider
shall further shall ensure to put in place, in addition to the Infrastructure Security, the
Application Layer Firewalls, conduct source code reviews prior to provisioning any application
release, Adopt Secure web development best practices like OWASP secure development
guidelines, Adopt OS and Applications security hardening best practices. Service Provider
shall submit the source code audits reports mentioning closure of all identified vulnerabilities
at yearly frequency to the Bank.

17. Service Provider shall ensure to conduct Periodic Vulnerability Assessment & Penetration
testing of its Infrastructure and applications. The MPS shall ensure that these activities are
done as part of Vulnerability Management and remediation program is defined, and it includes
fixing the vulnerabilities based on priority. All vulnerabilities should be prioritized and must
be fixed and patched within SLAs agreed upon by the Bank and the CSP in line with Banks
Patch & Vulnerability Management procedure.

18. Service Provider shall ensure to follow a proper software development life cycle (SDLC) and
that security is an integrated part in at least the following phases:
a. Planning and requirements gathering
b. Architecture and functional Design Phase Coding
c. Testing

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d. Maintenance

19. The bidder shall ensure to adopt and is in compliance with Change Management and Incident
Response Procedures as specified in (ITIL).

20. The Service Provider shall share its DR plan with Bank so as to ensure it matches the Bank’s
BCP requirements.

21. The Service Provider has the ability to retrieve and restore data following data loss incidents.

22. Service Provider to provide the Bank at least bi-annually with the DR testing reports. The
reports should be comprehensive, covering from the exercise scope till the final outcome
and recommendations.

23. Service Provider to ensure the DR solution is capable of maintaining the same levels of
security measures and controls utilized in the normal operation mode.

24. Ensure that the DR solution is also owned and managed entirely by the Contracted Service
Provider. Conducting DR Drills & DR compliances shall be the responsibility of Contracted
Service Provider.

25. The Bidder shall ensure to meet the Maximum Time to Recover (MTTR) also known as RTO
(Recovery Time Objective) of 03 Hours and Recovery Point Objective of Zero (0).

26. The Service Provider shall submit the data-segmentation and separation controls at each of
the four main layers at the Service Provider: (1) Network, (2) physical, (3) system and (4)
Application. The same must be kept updated and produced to the Bank as and when there
are any changes or as sought by the Bank.

27. The bidder must be open for evaluation of each of the Data segmentation controls at each
layer, as well as the number and type of controls at each layer every 6 months and after
major system changes and upgrades.

28. The Service Provider shall ensure that data is encrypted at storage and in transit and in full
compliance (at any given point in time) with Bank’s Cryptographic Procedure, ISO 27001 and
PCI-DSS Standard. The Databases must support the function of Encryption,
Redaction/Masking and Comprehensive Audit Logging.

29. The Service Provider shall ensure that it is using a unique set of encryption key(s) for Bank.
The unique encryption keys shall help protect data from being accessible in the event that
it is inadvertently leaked from one Service Provider customer to another.

30. The Service Provider shall ensure to provide the “Exclusive” right to data ownership to the
Bank throughout the duration of the agreement. The ownership includes all copies of data
available with the Service Provider including backup media copies if any. The Service

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Provider is not permitted to use Bank’s data for advertising or any other non-authorized
secondary purpose.

31. The Service Provider shall contractually ensure that they inform the Bank “immediately” on
any confirmed breach without any undue delay. The Service Provider shall ensure that Bank
is notified within 4 hours of any “Suspected” breach from the time of breach discovery.
32. An “Exit Management Plan” must be put in place to define the rules of disengagement. Service
Provider should provide the detailed description of the exit clause including agreed process,
TAT for exit, data completeness and portability, secure purge of Bank’s information, smooth
transition of services, complete plan of how data shall be moved out from the hosted
infrastructure with minimal impact on continuity of the Bank’s operations.

33. It shall be responsibility of the service provider to ensure smooth transition of all the data of
the Banks data including audit trails, logs, to Bank specified location/storage on the
conclusion of services /termination of contract. It would be obligatory for the Service
Provider not to delete any data without the written permission from the Bank.

34. Service Provider shall ensure to comply with the data and media destruction and sanitization
controls as stipulated in Media Disposal and Sanitization Policies of Bank. The Service
Provider shall further preserve documents as required by law and take suitable steps to
ensure that Banks interests are protected, even post termination of the services. This would
include ensuring full integrity data transition from service provider to alternate service
provider or on premise setups.

35. The bidder shall ensure that the services are duly audited and certified by Cert-In Empaneled
Audit Companies. The bidders are required to comply with requisite audit requirements as is
specified under the security standards followed under the Information Technology Act and
as stipulated by the Regulators from time to time.

36. Bank shall ensure that the Service Provider shall neither impede/ interfere with the ability
of the Bank to effectively oversee and manage its activities nor impede the supervising
authority in carrying out the supervisory functions and objectives.

37. The Service Provider shall ensure that the arrangement shall comply with all the policies of
the Bank including, but not limit to, Information Security Policy, BCP, IT Outsourcing Policy,
Incident Management Policy, Hosting Assessment requirements checklist etc. The service
provider has to comply with all the laws/ regulations issued by RBI from time to time.

38. The Service Provider shall grant unrestricted and effective access to data related to the
outsourced activities.

39. The relevant business premises of the Service Provider; subject to appropriate security
protocols, for the purpose of effective oversight use by the Bank, their auditors, regulators
and other relevant Competent Authorities, as authorized under law.

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40. In case the technology/software platform/ hardware / infrastructure offered under the
solution on hosted model reaches end of life / support during the contract period, the bidder
has to ensure that the systems are either replaced or upgraded at their/bidders own cost
without any disruption in the ongoing business transactions of the Bank.

41. Bidder shall not propose any solution/components which is near to end of life or end of
support during the tenure of the contract.

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