Hardware AMC, Software and Manpower Services

Bid publication / bid document date

Bid Number GEM/2026/B/7885156 is dated 06-08-2026.

• No separate NIT publication timestamp beyond the bid document date is printed in the pack.

Bid End Date/Time (final after Date corrigendum)

Final Bid End Date/Time is 22-08-2026 19:00:00 after Date Corrigendum 4489984; bid document originally printed 17-08-2026 19:00:00.

• Original printed value in Bid Document: 17-08-2026 19:00:00.
• Corrigendum 4489984 (type: Date), published 2026-08-14, has no attached files in this pack; portal/tender listing after that corrigendum shows Bid End 22-08-2026 19:00.
• Auto-extension rules also apply if minimum bids not received: extend by 5 days, maximum 2 auto-extensions; minimum 2 bids required to disable automatic bid extension.

Bid Opening Date/Time (final after Date corrigendum)

Final Bid Opening Date/Time is 22-08-2026 19:30:00 after Date Corrigendum 4489984; bid document originally printed 17-08-2026 19:30:00.

• Original printed value in Bid Document: 17-08-2026 19:30:00.
• Same Date Corrigendum 4489984 (no file in pack) moves opening in line with the extended end date on the portal listing to 22-08-2026 19:30.

Bid offer validity

Bid Offer Validity is 30 (Days) from the Bid End Date.

• On the final end date 22-08-2026, validity runs 30 days from that end date unless further extended under GeM rules.

Pre-bid / clarification window

No pre-bid meeting date or pre-bid query deadline is specified in the bid pack; technical clarifications during technical evaluation are allowed for 5 Days.

• Sellers may raise representations/grievances on ATC/additional clauses via the Representation window in the Seller dashboard; buyer must reply before opening bids.
• Corrigendum 4489985 is typed Representation (published 2026-08-14) with no files in this pack.

Contract period / AMC end dates

Contract Period on GeM bid is 1 Year(s) 3 Month(s) 2 Day(s); asset-wise AMC required mostly up to 31-12-2027 (two IBM FlashSystem 9100 units up to 31-12-2026).

• Onsite 24x7x365 support (2+1 resident engineers) is listed up to 31-12-2027.
• Draft agreement term fields are blank placeholders to be filled at contract execution.

Estimated bid value

Estimated Bid Value is INR 5,41,00,000 (Inclusive of all taxes).

• Declared solely for guidance on EMD amount and for determining eligibility related to turnover, past performance and past experience; not a binding quoted price.

EMD / bid security

EMD is not required for this bid.

• EMD Detail — Required: No.

Tender / bid document fee

No tender document fee or bid processing fee is stated in the bid document or attachments.

Performance security (ePBG)

ePBG is required at 5.00% for 18 months; Advisory Bank State Bank of India; beneficiary DGM, ePay&PG, SBI GITC Belapur.

• Beneficiary: DGM, NAVI MUMBAI, Department of Financial Services, State Bank of India (SBI), Ministry of Finance, ePay&PG department, 3rd floor, Balaji Bhavan, GITC, Belapur-400614 (Dgm Epaypg).
• GeM GTC: for e-Bidding/RA contracts, Performance Security (up to 5% of contract value) must be submitted by Seller within 15 days of award of contract on GeM; valid for 2 months beyond completion of all contractual obligations including warranty, unless bid specifies otherwise (here duration is 18 months).
• Draft SBI agreement also requires performance Bank Guarantee from a Scheduled Commercial Bank other than SBI, but leaves amount/validity blank; GeM ePBG 5%/18 months is the bid-level requirement.
• BG format is printed in the ATC agreement pack.

Payment terms

Payment only in arrears on pro-rata basis for activities actually availed; hardware/software AMC quarterly in arrears; manpower support monthly in arrears; valid invoices payable within 30 days in INR at Mumbai; GST borne by Bank.

• GeM bid Payment Timelines: payments within 30 days of issue of SDAC and online submission of bills (supersedes 10 days in GeM GTC clause 12).
• No extra payments for onsite/elsewhere visits.
• All duties and taxes excluding GST (or substitute tax) borne by Service Provider; stamp duty and agreement execution expenses borne by Service Provider.
• Bank may withhold disputed amounts and set-off penalties after written notice and 21-day response opportunity.
• TReDS is indicated as preferred payment mode; MSME sellers seeking TReDS need registration on an exchange where buyer is registered.

Minimum average annual turnover

Minimum Average Annual Turnover of the bidder (for 3 years) is 2000 Lakh(s); MSE and Startup shown with partial turnover relaxation to 1500 Lakh, while buyer ATC text also states full turnover relaxation for MSE/Startup subject to quality/technical specs.

• Turnover eligibility criteria: To be verified by the buyer at the time of technical evaluation.
• Documentary evidence: certified Audited Balance Sheets or CA/Cost Accountant certificate for last three years ending 31st March of previous financial year; if entity <3 years old, average of completed years after constitution.
• Conflict: Bid header shows MSE/Startup Partial | Turn over value - 1500 (in lakhs); clauses 1–2 on page 3 say MSE/DPIIT Startup shall be relaxed from Bidder Turnover criteria (full relaxation) subject to quality and technical specifications — see contradictions.

Past experience — years

5 Year(s) past experience required for same/similar service; Past Experience of Similar Services required: Yes.

• Years of Past Experience: bidder must have experience for the number of years indicated (ending month of March prior to bid opening) of providing similar type of services to any Central/State Govt Organization/PSU; upload copies of relevant contracts/orders for each Financial year.

Past experience — value of similar services (last three years)

Over the current FY and last three FYs (ending March prior to bid opening), bidder must have completed similar services meeting 3×40% or 2×50% or 1×80% of estimated cost.

• Estimated cost baseline is INR 5,41,00,000, so thresholds are approximately: 3 works ≥ INR 2,16,40,000; or 2 works ≥ INR 2,70,50,000; or 1 work ≥ INR 4,32,80,000 (percentages as printed; compute from estimated value).
• Similar Category on GeM: Customized AMC/CMC for Pre-owned Products.

OEM authorization and manufacturer MAF

OEM Authorization Certificate is a required seller document; wherever authorised distributors/service providers bid, Authorisation Form/Certificate with OEM/Original Service Provider details must be furnished.

• Authorisation must include OEM name, designation, address, e-mail Id and Phone No.
• SOW requires AMC back-to-back with OEM and Premium OEM support.

Onsite resource eligibility

Minimum 2 IBM OEM resources and 1 Veritas NetBackup administrator for onsite support; each must be B.E./B.Tech or equivalent with 2 years post-qualification experience on the same technology.

• KYE (Know your employee) details of support team to be submitted by bidder/OEM as per Bank requirement.
• No subcontracting is allowed under SOW (see also buyer ATC consent-based subcontracting wording — contradiction).

Financial standing / insolvency

Bidder should not be under liquidation, court receivership or similar proceedings, and should not be bankrupt; upload undertaking with bid.

Land-border registration (GeM GTC clause 26)

Any bidder from a country sharing a land border with India is eligible only if registered with the Competent Authority; false declaration is ground for immediate termination and legal action.

MSE / Startup purchase preference and MII

MSE Purchase Preference: Yes (within L1+15%); if L-1 is not MSE and MSE quotes within L-1+15%, 100% order quantity may be awarded to such MSE on matching L1; MII Compliance: Yes; bid splitting not applied.

• For services, bidder must be the Service provider of the offered Service; traders/resellers not eligible for MSE purchase preference on products.
• MSE benefits only if validated online in GeM profile and approved by Buyer after document evaluation.
• Reverse Auction among first 50% lowest-priced technically qualified bidders (with MSE/MII band participation rules).

Consortium / JV

No consortium or joint-venture bidding rules are stated in the bid document or SOW.

• Draft agreement expressly says the Agreement shall not be construed as joint venture between Bank and Service Provider (contract relationship clause, not a bidder JV rule).

Services procured

Custom Bid for Services — Hardware AMC, Subscription and Support Cost of Software and Manpower Cost of Support and Services for SBIePay Application.

• On-site comprehensive AMC for listed hardware/software including free replacement of spares/parts/kits, OS/firmware/preinstalled software support, back-to-back Premium OEM support, 24x7x365 on-premises/onsite monitoring and support.
• SSD/HDD are non-returnable.
• Maintain software/hardware at latest available (at least N-1) patch/firmware; remediate VAPT/CSR/IS/Concurrent/RBI/IEHRT findings within Bank timelines.
• Provide all necessary licenses including full capacity licenses required during AMC.
• Migration/integration of software/hardware to new platform without additional cost to Bank.
• Bank may shift systems, connect substitute peripherals, or expand/upgrade capacity without treating AMC as violated if maintenance still feasible.

Locations and quantities

Support at Sify Rabale DC (Navi Mumbai), Gachibowli DC (Hyderabad) and CBD Belapur, Navi Mumbai (monitoring); detailed BOM of IBM/Cisco/Citrix/Dell hardware plus Veritas NetBackup 80 TB and 2+1 resident engineers.

• GeM consignee/reporting officer: Amanullah Alam; address State Bank of India, Global IT Centre (GITC) Plot No. 8, 9, 10; Sector 11 Belapur Navi Mumbai 400614; Quantity: Project/Lumpsum Based.
• Key hardware (indicative): multiple IBM Power 9080-M9S servers, FlashSystem 9100/FS9200 storage, SAN96C-6, TS4300 tape libraries, HMC consoles at Hyderabad and Rabale; Cisco MDS 9148S; Citrix ADC MPX 5901; DELL PowerEdge R740.
• Software: Veritas NetBackup (Cohesity) Premium 24x7 support for 80 front-end TB across Rabale & Gachibowli.
• Manpower line: 24*7*365 on-premises/onsite monitoring and support (resident engineers) qty 2+1 up to 31-12-2027.

SLA / performance requirements

Target uptime 99.999% on 24x7x365; max response time 2 hours; faults to be set right within 30 minutes (SOW) / within 30 minutes of intimation with NBD fallback (Annexure-E); average resolution 4 hours per call (helpdesk).

• Help desk: 24*7*365 onsite support; escalation process for unresolved issues.
• Preventive maintenance once within first 15 days of every alternate month (Annexure-E).
• MTBF: if malfunction more than four occasions in preceding 90 days, replace with equivalent/superior new equipment free of cost.
• Heavy delay penalties in Annexure-E ranging from Rs 25,000/hour to Rs 5,00,000/hour depending on delay band.

Option clause / quantity variation

Buyer can increase or decrease contract quantity or duration up to 50% at contract issue; after issue, quantity/duration can only be increased up to 50%; for lumpsum service contracts, scope/value increase up to 50% with service provider consent.

Submission mode and portal

Online two-packet bid on Government e-Marketplace (GeM); Bid to RA enabled; evaluation is total value wise; financial document indicating price breakup required.

• Type of Bid: Two Packet Bid.
• Bid to RA enabled: Yes; RA Qualification Rule: 50% Lowest Priced Technically Qualified Bidders.
• Documents uploaded by bidders (including clarification/representation documents) will be shown to other participated bidders after login.
• GeM e-sign via Aadhaar is at par with digital signatures under IT Act (GTC).
• No separate physical bid submission address/deadline is prescribed beyond GeM processes and post-award ePBG; GTC generally requires hard copy of instruments (if any) within 5 working days of bid opening when such instruments are required — EMD not required here.

Signing / attestation

Bid submission is via GeM seller login with e-sign; OEM authorisation and financial-standing undertaking must be uploaded with the bid; no notarisation mandate is printed for bid forms.

• Successful bidder will execute SBI service agreement, performance BG and NDA formats attached in ATC pack.

Corrigendum 4489984 (Date) — bid timeline extension

Date corrigendum published 2026-08-14 with no files in this pack; portal/tender listing after amendment shows Bid End 22-08-2026 19:00 and Bid Opening 22-08-2026 19:30 (original bid document: 17-08-2026 19:00 / 19:30).

• Original (bid_9718871.pdf dated 06-08-2026): Bid End 17-08-2026 19:00:00; Bid Opening 17-08-2026 19:30:00.
• Amended final values (after Date corrigendum; no corrigendum PDF attached): Bid End 22-08-2026 19:00; Bid Opening 22-08-2026 19:30.
• Impact: five calendar days extra for bid preparation/submission.
• Bidder action: submit on GeM by the amended end date/time; keep 30-day offer validity from the final end date.
• Note: bid also has auto-extension (5 days × max 2) if <2 bids — distinct from this explicit Date corrigendum.

Corrigendum 4489985 (Representation)

Representation-type corrigendum published 2026-08-14 with no files/attachments in this pack; substantive buyer replies or clause changes (if any) are not available in the downloaded documents.

• Bid document states sellers can raise representations on ATC/additional clauses via Seller dashboard Representation window and buyer must reply before bid opening.
• Bidder action: check GeM bid representation/corrigendum trail on the portal for any written buyer responses that modify eligibility, scope or commercial terms; none are present as files here.

Final applicable snapshot after all corrigenda

Finally apply: Bid End 22-08-2026 19:00; Bid Opening 22-08-2026 19:30; validity 30 days from end date; EMD No; ePBG 5% for 18 months; estimated value INR 5,41,00,000; turnover 2000 Lakh (MSE/Startup partial 1500 Lakh per header); 5 years experience + 40/50/80% similar works; contract period 1Y 3M 2D / AMC largely to 31-12-2027; no other textual amendments are evidenced in pack files.

• All SOW, payment terms, ATC agreement and GeM buyer ATC clauses remain as in original attachments unless a portal-only representation reply says otherwise (not downloadable here).

MSE/Startup turnover relaxation: partial 1500 Lakh vs full relaxation

Bid header states MSE/Startup turnover relaxation is Partial at 1500 Lakh, while clauses 1–2 state MSE/DPIIT Startup shall be relaxed from Bidder Turnover criteria entirely subject to quality/technical specifications.

• Side A (header): Yes | Partial | Turn over value - 1500 (in lakhs) for both MSE and Startup.
• Side B (buyer terms): MSE/Startup 'shall be relaxed from the eligibility criteria of Bidder Turnover'.
• Practical impact: confirm with buyer which threshold applies before relying on relaxation; safer planning assumption is meeting 2000 Lakh unless buyer clarifies acceptance at 1500 Lakh or full waiver.

Support window: 24x7x365 SOW vs 8 AM–8 PM Mon–Sat in Annexure-E

SOW requires 24x7x365 comprehensive onsite support, while Agreement Annexure-E describes defect rectification during 8.00 A.M. to 8.00 P.M. Monday to Saturday (with after-hours only if warranted).

• SOW/helpdesk and performance sections repeatedly mandate 24*7*365 and 99.999% uptime on 24x7x365.
• Annexure-E clause 2(b) limits standard repair window to working hours Mon–Sat 8–8, though engineers must continue beyond if needed.
• Uptime formula in Annexure-E uses 'No. of working days x 24 hours', which is inconsistent with 24x7x365 uptime definition.
• Prevailing for operations should be clarified; GeM bid states SLA-specific conditions override GeM GTC, and SBI agreement priority ranks Agreement/Annexures above RFP — internal annexure vs SOW conflict remains unresolved in pack.

Fault resolution time: 30 minutes inclusive of response vs 30 minutes after intimation + NBD

SOW requires faults set right within 30 minutes inclusive of response time (and workable not later than Next Business Day); Annexure-E says set right within 30 minutes of being informed, and workable not later than next working day.

• Both impose very aggressive 30-minute restore expectations plus NBD fallback; wording differs on whether the 2-hour response is inside the 30 minutes (SOW 'inclusive of response time' is mathematically inconsistent with max 2-hour response).

Subcontracting: prohibited vs consent-based

SOW states no subcontracting is allowed; GeM buyer ATC allows subcontract only with prior written buyer consent; draft agreement says subcontracting not permitted but also contains case-to-case Bank permission language.

• Bid on risk: plan as no subcontracting unless Bank gives prior written consent; onsite IBM OEM and Veritas resources are mandatory.

Contract duration: GeM 1Y 3M 2D vs asset AMC to 31-12-2027 / blank agreement term

GeM Contract Period is 1 Year 3 Months 2 Days, while the technical BOM requires AMC/support for most items until 31-12-2027 (and some storage only to 31-12-2026); draft agreement term is blank.

• From bid date 06-08-2026, 1Y3M2D ends about early November 2027, not 31-12-2027.
• Two FlashSystem 9100 boxes show AMC only to 31-12-2026, shorter than other assets.
• Bidder should price to the BOM end dates and seek clarification on exact contract start/end and mid-term drop-off of 31-12-2026 assets.

Performance security amount: GeM ePBG 5%/18 months vs blank BG in draft agreement

GeM bid fixes ePBG at 5% for 18 months, while SBI draft agreement Clause 3.5.1 leaves BG amount and validity blank (and requires non-SBI bank).

• Apply GeM bid ePBG 5% / 18 months for award compliance; expect Bank may also demand BG in SBI format from a bank other than SBI — align instrument with buyer at award.

Liquidated damages rates left blank in agreement vs GeM GTC default

Agreement Clause 9 LD percentage fields are blank (____% per week, max ____%), while GeM GTC provides default LD @ 0.5% of delayed value per week; Annexure-E instead specifies large hourly delay penalties.

• Commercial risk is dominated by Annexure-E hourly penalties (up to Rs 5,00,000 per hour) rather than the blank LD %.

Confirm final bid end/opening and any Representation corrigendum text

Please confirm on GeM the final Bid End/Opening timestamps after Corrigendum 4489984 and share the full text/replies under Representation Corrigendum 4489985 (not attached in download pack).

• Material because portal listing shows 22-08-2026 while PDF still prints 17-08-2026; representation replies may alter ATC.

Which turnover relaxation applies for MSE/Startup?

Clarify whether MSE/Startup must still meet 1500 Lakh average turnover (header Partial) or get full waiver of turnover criteria (clauses 1–2).

• Difference is 500 Lakh and can be bid/no-bid for mid-size vendors.

Definition of similar services and acceptable evidence

Confirm what constitutes 'similar service' for the 5-year and 40/50/80% criteria — e.g., IBM Power/storage AMC only, any OEM hardware AMC, or broader data-centre AMC including software/manpower.

• Also confirm whether private-sector experience counts for the value criteria (years clause mentions Central/State/PSU only).

Contract start date, end date and staggered AMC end dates

Confirm contract commencement date, how GeM period 1Y3M2D maps to BOM 'AMC required upto 31-12-2027', and commercial treatment of FlashSystem units ending 31-12-2026.

• Needed to price AMC and manpower accurately and to size ePBG tenure (18 months).

Reconcile 24x7 SLA vs Annexure-E working-hours and penalty basis

Which document governs support hours, uptime calculation denominator, 30-minute restore obligation, and whether Annexure-E hourly penalties are capped monthly/annually?

• Uncapped Rs 5,00,000 per hour after 24 hours is potentially unlimited relative to contract value — critical for risk pricing.

OEM back-to-back proof and whether bidder must be IBM/Veritas authorised for all line items

Confirm required MAF coverage (IBM Power/storage/tape, Cisco, Citrix, Dell, Veritas/Cohesity) and whether 'minimum 2 IBM OEM resources' means OEM-employed engineers only or OEM-certified bidder employees.

• Directly affects teaming, cost and eligibility.

Existing estate baseline and spare ownership

Provide current asset serials/health/EOSL status, existing AMC end dates, known failures, and confirm bidder must stock spares at Bank premises at its cost; are condemned disks retained by Bank (non-returnable) without credit?

• Material to pricing comprehensive AMC on aging IBM Power/FlashSystems.

Severe uncapped hourly SLA penalties

Annexure-E delay penalties escalate to Rs 5,00,000 per hour beyond 24 hours, with lower bands from Rs 25,000/hour; Bank may terminate on reaching maximum penalties (maximum not quantified for these hourly bands).

• Combined with 99.999% uptime and 30-minute restore expectations on multi-site critical payment infrastructure (SBIePay), penalty exposure can exceed contract economics quickly.
• Bank may set-off penalties from invoices after notice.

Comprehensive AMC cost risk on aging high-end hardware

Bidder bears free replacement of all defective parts (including plastics), transport, full-capacity licenses, N-1 patching, audit remediation, non-returnable disks, and spare stocking at Bank and bidder premises.

• EOSL/obsolete parts for IBM Power 9080-M9S / FlashSystem 9100-class estate through 2027 is a major pricing risk.
• MTBF rule forces free replacement if >4 failures in 90 days.

Mandatory OEM onsite manpower and no-subcontract posture

Must field minimum 2 IBM OEM + 1 Veritas admin resources 24x7x365 at stated DCs with KYE; subcontracting prohibited/consent-only — high fixed labour cost and supply risk.

• Shelf life clause requires minimum 2-year usable shelf life on spare parts supplied.

Payment only in arrears and activity-availed basis

Bank pays only for activities availed, AMC quarterly arrears and manpower monthly arrears; cash-flow lag up to a quarter plus 30-day invoice cycle; no extra visit charges.

• Disputed invoices may be withheld; penalties set off against payables.

One-sided termination, audit and liability regime

Bank may terminate for convenience with 90 days' notice after half contract period; broad termination for breach after 30-day cure; unlimited liability carve-outs for IP indemnity, gross negligence/willful misconduct, confidentiality breach, and regulatory fines; LD % blank.

• Cap otherwise at total Project Cost for ordinary claims.
• Extensive inspection/audit and transition/knowledge-transfer obligations on exit (Annexure-F).
• Option clause allows up to 50% increase in quantity/duration/scope.

ePBG cash lock and non-SBI BG constraint

5% ePBG for 18 months locks significant capital (~INR 27.05 Lakh on estimated value); draft agreement may additionally require BG from a bank other than SBI.

Document transparency to competitors

Buyer enabled display of bidder-uploaded documents (including clarification/representation submissions) to all other participated bidders after login — confidentiality risk for commercial/technical submissions.

Inviting organisation / office

Ministry of Finance — Department of Financial Services — State Bank of India (SBI), Office: Navi Mumbai (ePay&PG / GITC Belapur).

• Organisation Name: State Bank of India (sbi); Office Name: Navi Mumbai.
• Bank agreement preamble address: State Bank of India, Global IT Centre at Sector-11, CBD Belapur, Navi Mumbai-400614.

Consignee / reporting officer

Amanullah Alam — State Bank of India, Global IT Centre (GITC), Plot No. 8, 9, 10; Sector 11 Belapur, Navi Mumbai 400614.

• Listed as Consignee/Reporting Officer for the lumpsum project quantity.

Buyer / HOD grievance emails

HOD grievance email: [email protected]; Buyer email: [email protected].

• No phone numbers are printed in the bid document pack.

ePBG / beneficiary address

Beneficiary DGM, ePay&PG department, 3rd floor, Balaji Bhavan, GITC, Belapur-400614 (Dgm Epaypg), NAVI MUMBAI.

• This is the performance-security beneficiary address, not a stated physical bid-submission address.
• Online bid submission is on GeM; no separate physical tender-box address for bid copies is specified.

Support locations (execution sites)

Execution/support sites: Sify Rabale DC, Navi Mumbai; Gachibowli DC, Hyderabad; CBD Belapur, Navi Mumbai (monitoring).