2. Managed Services - SGIX

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26 Οκτ 2013 (πριν από 3 χρόνια και 7 μήνες)

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Request F
or Proposal


Singapore Internet Exchange Ltd


Managed Service
s

and

Maintenance of Equipment


2013

Table of Contents



Table of Contents

Definitions

................................
................................
................................
.............................

3

1.

Overview

................................
................................
................................
........................

4

2.

Managed Servic
es

................................
................................
................................
.......

5

2.1

SOW

................................
................................
................................
................................
........

5

2.2

Resource Requirement

................................
................................
................................
...

5

2.3

Help Desk

................................
................................
................................
.............................

5

2.4

Service Level Agreement

................................
................................
................................

6

3


Maintenance of Equipment

................................
................................
.....................

7

4.

Equipment Purchase

................................
................................
................................
.

7

5.

Terms and Conditions

................................
................................
...............................

7

6.

Closing date of submission

................................
................................
......................

8






Definitions


In the Contract (as defined below), the following words and
expressions shall
have the following meanings hereby assigned to them except where the context
otherwise requires:



SGIX

“ means

to Singapore Internet Exchange Ltd
.



Contract
” means the contract between SGIX and the Contractor for the supply
and delivery of the Goods and/or performance of the Services.


Contractor
” means successful vendor whose quotation for the Goods and/or
Services is accepted by SGIX.


Services
” means the

works

that the Contractor is required to perform under the
Contract.


Goods
” means the items and any other deliverables
,

which the Contractor is
required to supply and deliver under the Contract.



Infrastructure
” means the hardware and

software deploye
d by SGIX or its
appointed vendor to offer services to SGIX members.


Member
(s)
” means the m
ember
(s)

of the SGIX who subscribe
(
s
)

and utilize
(
s
)

any Services offered by SGIX.



SOW
” means Scope of Work


NMS
” means Network Monitoring System


Partner(s)

means a 3
rd

party service provider that has an agreement with SGIX
to resell and/or extend SGIX Service to other datacentres.







1.

Overview


1.1.

SGIX is a not
-
for
-
profit Internet Exchange Point (IXP)

that started
operation in year 2010
. We are an associati
on,
each Members having
equal stake in the company.


1.2.

Our core business is to facilitate the exchange of network traffic between
Service and Content Providers. These Providers can be local or foreign
companies.


1.3.

SGIX equipment is located in 2 datacentres
(nodes). These 2 nodes are
interconnected; therefore Member connected to 1 node is able to
establish a BGP session with another Member on the other node.


1.4.

The addresses of the 2 locations are:


1
-
Net Singapore Pte Ltd

750 Estuary Chai Chee Road

#05
-
03

Technopark @ Chai Chee

Singapore 469005


Global Switch (Property) Singapore Pte Ltd

2 Tai Seng Avenue

Singapore 534408


1.5.

We may establish a 3rd node in the future.


1.6.

Meanwhile,

to service more Members,
we
have extended
to other
datacentres through partnershi
p.


1.7.

The intention of this RFQ is threefold

1.7.1.

RFQ for Managed Services
.

1.7.2.

RFQ for the maintenance of equipment
.

1.7.3.

RFQ for new equipment and parts.




2.

Managed Services


2.1

SOW


2.1.1.

The Contractor is expected to parti
cipate in the two

areas of the
SOW, namely, day
-
to
-
day operation and
p
rojects.


2.1.2.

Details of the SOW is shown in Annex A. Contractors are to
complete and submit Annex
A
together with their proposal.


2.1.3.

Contractors are to submit customer references that demonstrate
Contractor’s capab
ilities in managing Cisco equipme
nt, Linux, open
source software
and VMware solution.



2.2

Resource Requirement


2.2.1

Excluding the effort to handle fault

escalations, the estimated man
-
days effort for provisioning of

Services to Members and projects

shall not exceed 3 working days per week.


2.2.2

Notwithstanding
,
Contractor is expected to response and rectifies

any fault that is either raised by Members or detected by NMS
,

regardless
of
day
or

time of the week till f
ull

restoration of affected
Service.


2.2.3

Contractor shall appoint a Service Delivery Manager or an
Engineer as the Single
-
Point
-
Of
-
Contact (SPOC) for
communicating

with SGIX.


2.2.4

SGIX will meet up with the SPOC on a regular basis for outstanding
issu
es, projects and tasks.


2.2.5

Contractor shall ensure that a secondary engineer is aware of
the

Infrastructure. The names of the primary and secondary engineer
are to be provided in the proposal for security clearance at the
SGIX nodes.



2.3

Help Desk


2
.3.1

Contractor
shall provide a 24 x 7 Help Desk

or Network Operation
Centre (NOC)

as the singl
e point
-
of
-
contact with Members.



2.3.2

The Help Desk

or NOC

shall be able to track and response to
multiple requests

from Members either through e
mail
and/
or
phone.


2.3.3

The Help Desk

or NOC

shall provide a monthly report o
n the
number of cases handled, status of the cases

(open/closed)
and
description of the fault resolutions.



2.4

Service Level Agreement


2.4.1

For

the

provisioning of Services to Members,

Contractor is
expected to adhere to the turn around time as specifie
d in Annex D
(Provisioning flow).


2.4.2

For fault resolution, Contractor expected to restore the affected
Service as specified in Annex D (Fault Reporting by Members)
(Alert Notification

from NMS)


2.4.3

Contractor is to provide
its

internal fault escalation
process

in
the
proposal submission.




3


Maintenance

of Equipment


3.1.

Annex B details the equipment and parts that are to be part of this
Contract. Except for the
transceivers,
Contractor
shall provide SGIX with
the option
s

for
24

x

7

x NBD (Next Business Day)

and

24 x 7 x 4
support
for all the parts.
Contractor

should take into account of any expecte
d
End
-
of
-
Support (EOS) of parts and to advise SGIX accordingly.


3.2.

Contractor shal
l procure back
-
to
-
back maintenance support from
principal vendor(s).


3.3.

If a part replacement is necessary, the replacement should be identical to
the one being replaced. It should not be a functional equivalent.


3.4.

Though not mandatory, it will be advantageou
s for Con
tractor to
maintain spare equipment and parts.



4.

Equipment Purchase


4.1.

SGIX intends

to purchase
four (
4
)

units of Dell Servers,
one (
1
)

unit of
Cisco Router and two (2) units of
Cisco Nexus 7000

li
ne card
s
.


4.2.

Contractor is to
itemize and quote for

individual items. Please do not
bundle the items in your quotation
.


4.3.

T
hese are

optional requirement
s
.
SGIX may choose to award in parts or
not to award at all.


4.4.

Specific
ations of the equipment and parts

are

in Annex C
.



5.

Term
s and Conditions


5.1.

All
pricing shall be in Singapore Dollars.


5.2.

Unless specified otherwise, t
he Contract term is one (1) year. At the end
of Contract, SGIX may choose to renew the Contract for an additional two
(2) more years at the same or lower price.


5.3.

Start date of Contract shall be on
1 July 2013.



5.4.

SGIX reserves the rights to award the Contract in parts or not to award at
all.


6.

Closing date of submission


6.1.

The closing date for proposal submission is
7

May 2013, 4pm (UTC +8)
.


6.2.

The quotation submitted

shall be valid for a period of six (6) months from
the closing date.


6.3.

Prospective Contractors are to subm
it one (1) hardcopy and one (1)
softcopy of their proposal to
:



Singapore Internet Exchange Ltd

c/o Property Facility Services Pte Ltd

11, Toa Payoh
Lor 3

Blk

B #01
-
18 Jackson Square

Singapore 319579

Attention: Angeline Wong


Email: notice@sgix.sg


6.4.

Submission need
s

to include the completed copy of Annex A (Scope of
Managed Services)
,
Annex E (Pricing) and Annex F
(Acknowledgement
and Compliance Table).


6.5.

Contractor is to adhere the pricing table in
Anne
x E
.
Failing to do so, will
put the prospective Contractor at disadvantage.



Annex A


Scope of Managed Services


Compliance Table


S/N

Scope

Comply

(Y/N)

Remarks

Day
-
to
-
day
Operations

Monitoring and Fault Handling

1

Proactively monitor the I
nfrastructure on a 24 x 7 basis.

(eg.
Using

SMS gateway, remote NMS
, processing SNMP Traps

etc)



2

React

and remediate

faults

and performance degradation of
Services

in a timely manner. Fault

and performance degradation

can be
Member

fa
cing (eg. BGP flaps, switchport down
) or internal
(eg. High CPU utilization on the network trending server).




3

Work with Partners to restore Service Availability to remotely
connected Members.




Provisioning of Services

4

Coordinate with Members on Ready
-
For
-
Service (RFS) date
.



5

Patching of Member’s cross
-
connec
t to SGIX switch, configuring

switch port and setting up BGP configuration on SGIX routers.

Graphing traffic trend of Member’s switch port.




6

Perform User Acceptance Test (UAT) after Services has been
rendered to Members.



7

Meet up with Members and SGI
X partners on technical related
matters




8

Work with Partners to provision Services to

remotely connected
Members.




Documentation and Backups

9

Maintain and update documentation for Infrastructure.



10

Documentation of new Services.



11

Maintain the schedule backup for devices and applications



Preventive Maintenance

1
2

Perform
annual bug scrub for the Infrastructure



1
3

Perform scheduled upgrades for the Infrastructure



Management of System Infrastructure

14

Managing Linux Virtual Machines (VM) such as Ca
cti, FreeRADIUS,
Quagga, Solarwinds NPM, MS
-
SQL Database, Veeam, Ookla

Speedtest, Multi
-
Router Looking Glass (MRLG), Opera software
mirror.



15

Managing VMware ESXi



Projects


1
6

Participate with SGIX on testing, developing and deploying of new
services, software, servers and network devices.


Examples:

(a)

Test
ing

and evaluation of new software routing daemon
(OpenBGPd, BIRD, Quagga etc)

(b)

Generating customize report from database

(c)

Test, deploy, document and maintain of public services
(Speedtest, VoIP, Open DNS resolvers, public caching
services etc)



1
7

Configuration and deployment of new switch/router in another
SGIX Point
-
of
-
Presence






Annex B


List of Equipment

and parts


S/N

Part Numbers

Description

Qty

Maintenance

end date

1

ASR1002
-
F

Cisco ASR1002 System, Fixed ESP, 4
built
-
in GE, 4GB DRAM

2

9
-
Aug
-
13

2

SASR1R1
-
IPBK9
-
24SR /


SASR1R1
-
AISK9
-
33S

Cisco ASR 1000 Series RP1 /


IP BASE Cisco ASR 1000 Series RP1 ADVANCED IP SERVICES

2

as above

3

FLASR1
-
IOSRED
-
RTU

SW Redundancy Right
-
To
-
Use Feat Lic for ASR1000 Series

2

as
above

4

SFP
-
GE
-
T=

1000BASE
-
T SFP (NEBS 3 ESD)

4

as above

5

N7K
-
C7010
-
BUN

^

Nexus 7010 Bundle (Chassis,SUP1,(3)FAB1,(2)AC
-
6KW PSU)

2

as above

6

N7K
-
LAN1K9

Nexus 7000 LAN Enterprise License (L3 protocols)

2

as above

7

N7K
-
M148GT
-
11

Nexus 7000
-

48 Port
10/100/1000, RJ
-
45

2

as above

8

N7K
-
M148GS
-
11

Nexus 7000
-

48 Port 1G, SFP

4

as above

9

GLC
-
LH
-
SM

GE SFP, LC connector LX/LH transceiver

144

as above

10

N7K
-
M132XP
-
12

Nexus 7000
-

32 Port 10GbE, 80G Fabric (req. SFP+)

2

as above

11

SFP
-
10G
-
LR

10GBASE
-
LR SFP Module

64

as above

12

N7K
-
CPF
-
2GB

Nexus Compact Flash Memory 2GB (Expansion Flash
-

Slot 0)

2

as above

13

N7K
-
C7010
-
AFLT

Nexus 7010 Air Filter

2

as above

14

N7K
-
C7010
-
FD
-
MB

Nexus 7010 Front Door Kit

2

as above






15



Cisco 2811

1

18
-
Oct
-
13



FL28
-
IPB
-
ASK9=

Cisco 2800 Series IP Base to Advanced Security Upgrade

1

as above



HWIC
-
2FE=

Two 10/100 routed port HWIC

1

as above




HWIC
-
1GE
-
SFP=

GigE high speed WIC with one SFP slot

1

as above



HW IC
-
1B
-
U

1
-
Port ISDN BRI U High
-
Speed WAN Interface Card

1

as above



HW IC
-
1T

1
-
Port Serial WAN Interface Card

1

as above



CAB
-
SS
-
V35MT

V.35 Cable, DTE Male to Smart Serial, 10 Feet

1

as above



MEM2811
-
256U512D

256 to 512MB DDR DRAM factory upgrade for the Cisco 2811

1

as above



MEM2800
-
64U128CF

64 to 128 MB CF Factory Upgrade for Cisco 2800 Series

1

as above






16

N7K
-
M132XP
-
12=

Nexus 7000
-

32 Port 10GbE, 80G Fabric (req. SFP+)

2

6
-
Mar
-
14

17

N7K
-
SUP1=

Nexus 7000
-

Supervisor, Includes External 8GB Log Flash

2

6
-
Mar
-
14

18

GLC
-
SX
-
MM=

GE SFP, LC connector SX transceiver

25

NA

19

GLC
-
T=

1000BASE
-
T SFP transceiver, RJ
-
45 connector

15

NA


^
The Nexus 7010 chassis includes Fan trays, air filter, front door
kit and cable management. The SUP1 include External 8GB Flash
and Nexus Compact Flash Memory 2GB


Annex C


List of Equipment

and Parts

to Purchase


Servers


1.

Dell Server

(or equivalent)

a.

4 units

b.

Form factor: 1U rack

c.

2 x Quad Core Intel

CPU

(support HT)

d.

64GB RAM (2 x 32GB, 1600MHz)

e.

2 x 2.5” Near
-
Line SAS (7.2k

RPM
) 500GB HDD (on RAID 1)

f.

Dual power supply

g.

Embedded with VMware ESXi 5.x (no license needed)

h.

2 x Quad Port 1Gb NIC (with IPv6 support)

i.

Rack mounting kit
, DVD
-
ROM

j.

iDRAC

k.

3 years
ProSupport (24x7x4 onsite)



Cisco Router


1.

Software features


Supports:

a.

BGP route server functionality

b.

4
-
byte ASN

c.

SSL
-
VPN

and IPSec

d.

IP SLA

e.

Context
-
Based Access Control

f.

SNMP, Syslog and AAA authentication over VRF interface

g.

VRF

h.

L2
Etherchannel

i.

NAT and
PAT


2.

Hardware
requirement

a.

Supports BGP route server functionality

b.

Supports SSL
-
VPN

c.

Supports VRF

d.

Supports Etherchannel


3.

Hardware maintenance

a.

3 years SmartNet, 24 x 7 x Next
-
Business
-
Day




Cisco Nexus 7000 line cards


1.

Hardware r
equirement

a.

2 x Nexus 7000
-

48 Port 10/100/1000, RJ
-
45


2.

Hardware maintenance

a.

3 years SmartNet, 24 x 7 x Next
-
Business
-
Day
.


Annex D


Work Flows










Annex E



Pricing

* All Prices to be quoted before GST


Managed Services


S/N

Description

Qty

One Time

Cost

(S$)

Monthly

Recurring

Cost

(S$)

Total Cost

for 1 Year

(S$)

1

Rendering of Services as set out in
Annex A

and section 2 of this RFQ








Maintenance of Equipment


S/N

Description

Qty

Total Cost

(S$)

1

1 year of
24 x 7 x 4

response time as set out in Annex B
and section 3 of this RFQ.

1


2

1 year of
24 x 7 x
NBD

response time as set out in Annex
B and section 3 of this RFQ

1


3

1 year of
24 x 7 x 4

response time as set out in Annex B
(exclude 16 and 17)

and section 3 of this RFQ

1


4

1 year of
24 x 7 x
NBD

response time as set out in Annex
B
(exclude 16 and 17)

and section 3 of this RFQ

1




Equipment Purchase



S/N

Description

Qty

Unit
Cost

(S$)

Total
Cost

(S$)

1

Dell Server (or equivalent)

4



2

Cisco router

1



3

3 years of
24 x 7 x NBD

response time for the
maintenance of equipment in (2)

1



4

Nexus 7000


48⁐潲琠t0⼱00⼱000,⁒
-


2



5

3⁹敡r猠潦
24 x 7 x NBD

response time for the
maintenance of equipment in (4)

2





Annex F



Acknowledgement

and Compliance
Table


1. OVERVIEW



(Y/N/Partial)

Remarks

1.1





1.2





1.3





1.4





1.5





1.6





1.7





1.7.1





1.7.2





1.7.3











2. MANAGED SERVICES

2.1





2.1.1





2.1.2





2.1.3





2.2





2.2.1





2.2.2





2.2.3





2.2.4





2.2.5





2.3





2.3.1





2.3.2





2.3.3





2.4





2.4.1





2.4.2





2.4.3





3. MAINTENANCE OF EQUIPMENT

3





3.1





3.2





3.3





3.4



4. EQUIPMENT
PURCHASE

4





4.1






4.2





4.3





4.4





5. TERMS AND CONDITIONS

5





5.1





5.2





5.3





5.4





6. CLOSING DATE OF SUBMISSION

6





6.1





6.2





6.3





6.4



6.
5