ANNEX A

SCOPE OF WORK & SPECIFICATIONS

OVERVIEW
Below is an overview of the Services and Responsibilities expected by Client from Supplier in providing Desktop
Maintenance & Support Outsourcing.

SUMMARY:

1. EQUIPMENT MAINTENANCE REQUIREMENTS

1.1. SCOPE OF MAINTENANCE
1.2. SUPPORT COVERAGE
1.3. STANDBY FIELD ENGINEER
1.4 RESPONSE AND RESOLUTION TIME
1.5 SERVICE UNIT
1.6 REPLACEMENT UNIT / PART

2. SUPPORT REQUIREMENTS
2.1. SUPPORT COVERAGE
2.2. IMACD
2.3. ITSM
2.4. CABLING REQUIREMENTS
2.5. KEY PERSONNEL REQUIREMENTS
2.6. SCHEDULES
2.7. OVERTIME
2.8. SERVICE DELIVERY MANAGEMENT
3. SLA
4. PERFORMANCE STANDARD & PENALTY
5. OTHERS

1. EQUIPMENT MAINTENANCE REQUIREMENTS

1.1 SCOPE OF MAINTENANCE

The Vendor will provide full and comprehensive Maintenance services to the Client Machines to keep and
restore the same to its normal capacity and working condition.

o The Vendor shall cover all Machines of the Client listed in Annex C. Machine/s may be added to
or deleted from the list as agreed by both parties.

o Corrective and remedial maintenance services cover diagnostics, repair, replacement of faulty
hardware parts, provision of service unit, set up of PCs and printers, including reinstallation of
needed drivers and/or operating system, issuance of necessary certificates or reports.

o Preventive Maintenance services cover cleaning of Machines, replacement of faulty defective

parts and repair, adjustment, lubrication, and testing to ensure that the Machines are in good
working condition. Also included in the maintenance are the cleaning of Branch Data Cabinet &
replacement of its defective fan.
 Preventive Maintenance services shall be performed by the Vendor on a semi-annual schedule.
 o The Preventive Maintenance services schedule for each branch or department shall be made by
the Vendor and forwarded to the Client every first week of the month. Upon receipt by CLIENT
of VENDOR's schedule, CLIENT will notify its respective branches or department concerned
regarding the approved date and time of the activity at least one week before the scheduled
visit.

o VENDOR warrants to keep and restore the Machine/s in good conditions,

1.2 SUPPORT COVERAGE

o Head Office
 RCBC Plaza - Makati
 RSBCC Bldg - BGC
o Branches
 Full list of all Supported Sites/Branches on Annex B

1.3 STANDBY FIELD ENGINEER

VENDOR shall provide four (4) standby field engineers at the CLIENT Head Office, 2 in Plaza Makati & 2 in
RSBCC BGC.
 Perform check-up, maintenance, troubleshooting, Isolation and repair Machines enrolled in this
Agreement.
 Schedules
 8:30 AM to 5:30 PM
 Monday to Friday
 Must have replacement in case of absences or leaves.
 The monthly salary of and other fees and benefits due to the assigned standby field engineer/s shall
be for the account of VENDOR with no additional cost to the CLIENT.

1.4 RESPONSE AND RESOLUTION TIME

 See #3. Service Level Agreement

1.6 SERVICE UNIT

 In case of repeated calls or in cases where response and resolution time cannot be met,
VENDOR shall provide a service unit of equivalent or higher specification until problem is
corrected thru parts replacement/repair of VENDOR. Service unit shall stay at and may be
used by the CLIENT until the problem is resolved.
 In the event that the defective part of the Machine is obsolete and/or Machine is no longer
repairable, VENDOR will provide Technical Certification of Unserviceability to the CLIENT and
shall provide its Service Unit until the unit is replaced. Replacement Unit will be for the
account of the CLIENT. Service Units shall remain owned by VENDOR.
 VENDOR guarantees commensurate allotment of service units and parts per area to facilitate
immediate deployment. Such count of service unit should be maintained at the agreed level.
 VENDOR warrants that service units are in good and working condition and must be in equal or higher
capacity/version as the existing original unit of the CLIENT.
1.6 REPLACEMENT UNIT / PART

VENDOR shall replace all damaged and non-repairable spare parts with the same kind, specification and
quality or a higher model, without additional cost to the CLIENT. Said replacement shall form part of the
Machines and shall be owned by the CLIENT.

A. Covered Machines are as follows:

 Printers
o Dot Matrix
o Laserjet
o Deskjet
o Passbook Printer

 Desktop Computers

See Annex C for the list (RCBC will provide soft copy for Annex C)

B. Exclusions:

o Exclusions for Desktop

Other peripherals directly or indirectly attached to the desktop computer will be treated
consumables. These consumables are not included in the scope of service of
VENDOR and shall be the CLIENT's responsibility in case of defects. These items
include, but not limited to:
 External speakers, microphones, and headsets;
 Scanner;
 Digital camera;
 UPS and AVR;
 External drive such as CD writers, HDD enclosure, thumb drives and USB card readers;
and
 External part such as covers and casing.

o Exclusions for Printers

Other peripheral direct or indirectly attached to the printer will be treated as
consumables. These consumables are not included in the scope of services of
VENDOR and shall be the CLIENT's responsibility in case of defects. These items
include, but shall not be limited to:
 External sorters;
 Toner, developer, and cartridges;
 UPS and AVR;
 External cover and casing; and
 Ribbon.

o Defective parts withdrawn from the printer shall be the property of VENDOR and the part
replacing the withdrawn part shall become the property of the CLIENT.
 o VENDOR warrants that:
a. The Machine parts to be used to replace the defective parts of the CLIENT's machine
are in good and working condition;
b. The parts will perform in accordance with the specifications required by the CLIENT;
c. VENDOR is the absolute owner of the replacement parts for the Machine;
d. For the replacement part, VENDOR assumes all the obligations of a seller under the
relevant laws on sales;
e. CLIENT shall have the option to reject any defective and / or substandard Machine
parts to be used as replacement to existing defective/non-operating parts of the
CLIENT's machine without additional cost to the CLIENT.

2. SUPPORT REQUIREMENTS

2.1 Support Coverage

Support responsibilities to be provided by the Service Provider cover end-users systems which are as
follow:
 Desktop computers
 Notebook/Laptop computers
 Touch-Q Kiosks & LFD CPUs
 Printers
 Scanners
 Desktop attached devices
 Other desktop peripherals (webcam, sign pad, etc.)
 Desktop operating systems
 Desktop applications (MS Office, MS Project, Email, RCBC apps, etc.)
 Desktop utilities (Internet Explorer, Chrome, Adobe Acrobat, Flash, 7Zip, etc.)
 Desktop Security (Anti-virus, HX, BMC CMS, etc.)
 Smartphones / Mobile devices
 Cabling requirements – user side (socket, data/voice ports, patch cable, etc.)
 Endpoint (workstation) management systems and tools
o Incident
o Problem
o Configuration
o Inventory
o Patch deployment
o Software distribution
o Imaging of workstation
o Remote Support

 Service Environment
Bidder will be supporting the following as part of its support scope and comply. The scopes indicated
herein are to be continually maintained by the Bidder for all existing and upcoming components and/or
rd
3 Party Suppliers that may be appointed by Client.

 Hardware and Software

o Annex D: Desktop/Laptop Hardware - (RCBC will provide softcopy for the list)
o Annex E: Desktop/Laptop Software - (RCBC will provide softcopy for the list)
  Supported Companies
o RCBC
o RMB
o Subsidiaries & Affiliates
 RCBC Leasing
 RCBC Forex
 RCBC Capital
 RCBC Securities
 Other RCBC subsidiaries

 Supported Sites
 Head Office
o RCBC Plaza - Makati
o RSBCC Bldg - BGC
 Branches
o Full list of all Supported Sites/Branches on Annex B

2.2 Install, Move, Add, Changes and Disposal (IMACD)

Client requires IMACD activities associated with providing routine installations, relocations, upgrades and
pullout or disposal of devices/workstations and/or peripherals (hardware and software) for Head Office,
branches & affiliates.
 Understand current Client IMACD standard procedures.
 If needed, Bidder shall conduct pre-installation and site survey activities (e.g. network connectivity,
power, other IT preparations) in accordance with defined Client branch/es service request.
 Perform hardware and software IMACDs and re-installations in accordance with the specific Service
Request, procedures and other application policies (e.g., security policies.)
 Conduct data and application migration that is necessary due to any hardware or software IMACDs
and re-installation.
 Coordinate with Third Party Suppliers and/or Client IT/SPOC support to manage all IMACD
requests to resolution and closure.
 Perform Hardware and Software IMACDs on branches (New Branch, Relocated Branch, Renovated
Branch).
 Workstations setup, configuration & testing
 Install & test of applications & tools
 Network equipment’s connectivity, setup & testing
 Cabling requirements (Adhoc/Non-structured)
 Phone, printer, scanner, peripherals, etc.. setup, configuration & testing
 Network equipment’s installation, support & troubleshooting for branches
 Routers, Switches, Access Point, Dongles, Data Cabinet, etc…
 Required SLA, must have no issue on Bank Day 1 opening
a. Penalty of not meeting SLA - 1% on Monthly contract price
 Build, configure and test the system in accordance with the standard hardware configuration(s) and
Software image and in accordance with the procedures and specific Service Request.
 Includes creation & updates of Images
 Perform New Workstations Provisioning
 Receiving new workstations from GSD
 Unpacking of workstations
 Re-Imaging, setup & configuration of new workstations
  Installation/updating of security tools & patches
 Labelling of workstations
 Updating documentation, inventory, records, etc…
 Re-packing of workstations
 Releasing of workstations to GSD
 Onsite installation of new PCs and locally attached peripherals such as printers, image scanners.
The installation includes site readiness inspection to verify availability of proper desktop, power
outlets, & network outlets
 Installation of additional applications as per user’s requirements such as RCBC Business
applications, Acrobat reader, etc.
 Upgrade of PC hardware as required such as increase of memory or hard disk size.
 Upgrade of Desktop Operating Systems & MS Office Suites as per RCBC requirement.
 Troubleshooting of hardware and software for PCs & Peripherals.
 Recovery (If possible) of lost user’s data caused by hardware or software failures and user errors.
 Relocation of PCs & Peripherals as required by users.
 Configuring user data backup mechanisms as required by users.
 Configuration and fine-tuning of existing applications on PCs such as internet browsers, RCBC
applications and office automation application settings.
 Management of endpoints which include but not limited to deploying patches and monitoring
compliance
 Evaluation of workstations as required by users

2.3 IT Service Management (ITSM)

The Service Provider will handle a variety of support related responsibilities that fall under the following
process domains some which must be aligned as applicable to IT Service Management:

 Incident management
o Recording, tracking, support and closure of reported incidents
st
o Incident Management and Closure inclusive of 1 Level support for Workstations,
Applications and Network
st
o Incident Escalation from 1 Level to Level 2 Support
o Escalation of Incident Management Issues to RCBC if needed
o Direct User Point of Contact for Incident Status and Incident Status Updates
o Known-Error Documentation, log in Knowledge Database
o Periodic Incident Monitoring

 Service request management

o Recording, tracking, support and closure of service requests
o Escalation of Service Request issues to RCBC if needed
o Periodic Service Request Monitoring (Daily, Weekly, Monthly)
o Incident documentation related to Service Request tasks / activities
o Provision of Service on Desktops / Laptops, Printers, Scanners, Telephones, Mobile
Devices and Computing & Peripheral Devices of End-Users
o Direct User Point of Contact for Service Request and Service Request Status Updates
o Coordination with the SDD representative for infrastructure and other IT resource
requirements related to the services request
  Problem management
o Manage the effective entry of data into Problem Management systems, and escalate to
customer for prioritization and approval
o Support the effective execution of root-cause analysis
o Conduct regularly scheduled Problem Management meetings with SDD head to prioritize
the resolution of Problems.
o Document and publish Problem Management meetings status reports to SDD head.
o Update Knowledge Database with all relevant information, including documented
workarounds for known Problems.
o Continuously perform trend analysis on the volume and nature of Problems in order to
identify areas for improvement, and report on the trend analysis and improvements to
RCBC on at least a quarterly basis

 Desktop operations management

o Recording, tracking and closure of Desktop Management activities and issues
o Provisioning, Rollout and/or Deployment of End-User Computing and Peripheral Devices
o Client-Based deployment of patches, hot-fixes, upgrades (O/S, Security, Application) on
End-User Systems and Devices
o Escalation of Desktop Management Issues to RCBC
o Validation of End-User Computers & Peripheral Devices (Physical Check) for transfers,
turnover & disposal
o Periodic Generation of Desktop Management Reports

 Configuration management
o Perform periodic routine inventory and configuration audits
o Escalation of Configuration Management Issues to SDD head

 Workforce and resource management

o Provide Service Desk and Service Engineer Personnel to perform the required services
o Service Desk & Service Engineer Personnel Provisioning, Scheduling, Supervision and
Management
o Conduct Regular Service Desk and Service Engineer staff training and development
o Provide Service Desk and/or Service Engineer Staff that will manage / supervise the team/s
o Provide Overall Operation Manager

2.4 Cabling requirements on branches (service & materials)

 Provide support on installation/repair/check/replacement of Data/Voice ports
 Provide support on Cabling installation & troubleshooting
 Provide support on Conduit Installation w/ fiber pulling for leased line upgrade
 Provide support on re-termination, activation and testing
 Provide other cabling support requirements
 Provide needed materials & costing
rd
Note: Structured cabling will be handled by 3 Party cabling contractor

2.5 Key Personnel Requirement

Bidder shall provide the following personnel with capabilities in accordance to the required roles and
responsibilities defined in this RFP.
 Senior Operations Manager (SPOC)
o One staff required
 Service & Preventive Maintenance Manager
o One staff required
 Service Desk Team Lead
o One staff required
  Service Desk Staff
o depends on vendor as long as they meet the required SLA
 Onsite Service & Maintenance Team Lead
o Plaza
 One staff
o BGC
 One staff
o Branches
 One staff

 Onsite Service & Maintenance Engineers

o Plaza
 At least 5 Engineers (must increase if vendor will not meet the required SLA)
o BGC
 At least 5 Engineers (must increase if vendor will not meet the required SLA)
o Branches
 depends on vendor as long as they meet the required SLA

Note:
- Client may require the Vendor to deploy additional personnel, if it finds the same necessary for the
satisfactory performance and timely completion of the Service.
- Client may ask the Vendor to replace any of their personnel anytime, if the Client is not satisfied
with their performance.
- Client may inform the Vendor on good performance of their personnel and the Supplier should give
merit to their personnel to boost their morale.
- In case any of the Vendor staff take a leave, the Vendor must provide replacement for that staff.

2.6 Support Schedules

Supplier shall provide the Service based on the following Schedules:

 Monday to Friday (3 shifts)

o 7:30 AM to 4:30 PM
o 8:30 AM to 5:30 PM
o 11:30 AM to 8:30 PM
 Saturday
o Must have Saturday support, 8:30 AM to 5:30 PM
o At least one staff in Plaza & one staff in BGC every Saturday, can be increased as needed
 Sunday
o As needed
 Support
o Phone/Email Support
o Remote support
o Onsite Support - Head Office (Plaza & BGC)
o Onsite Support - Metro Manila (pre-arranged)
o Onsite Support - Provincial areas (pre-arranged)

 Support Engineer/s of the week

- These engineers will be the on-call and/or on-site support for VIPs & emergency issues during after
office hours from Monday to Saturday, also on Sunday if needed.
- Support will be on Plaza and/or in RCBCC in BGC
2.7 Overtime
2.7.1 Overtime must be pre-approved by SDD Head
2.7.2 Client pre-approved Overtime (OT) services shall be subject to the hourly rate multiplied by the
following OT rates:

Please provide OT rates:

TYPE OF OVERTIME FIRST (8) SUCCEEDING
HOURS HOURS
% %
Regular Overtime
Special Holiday or Rest Day
Special Holiday on Rest Day
Legal Holiday
Legal Holiday on Rest Day
Night Premium (10:00 PM to
6:00 AM)

2.8 Service Delivery Management

2.7.1 SPOC
o Must provide Senior Operations Manager as the Single Point of Contact (SPOC)

2.7.2 Meeting & Reporting

o Must submit daily status report to SDD Head
o Must meet & report weekly to SDD Head
o Must meet & report monthly to STS Head

2.7.3 Reporting and Analytics

Supplier shall perform the following tasks in terms of reporting and analytics:

1. SLA Parameters Report

a. Identify all issues being encountered in tabular form
b. Report Periodic performance
i. Weekly
ii. Monthly
iii. Quarterly
iv. Annually (and year-on-year performance comparison)
2. All Activity Report
a. Provide Report Rate and performance per branch/site
b. Provide Report Ticket Resolution
i. Resolution time per ticket
ii. Response time per ticket
c. Provide report on Pending tickets & cause of pending
d. Provide Report Rate and performance per Engineer
rd
e. Provide 3 Party Vendors Report
i. Provide report on response time of vendor
ii. Provide report on resolution time of vendor
f. Provide CSAT (Customer Satisfaction) Report
g. Provide Problem Management Reports
i. Provide details of Reported Problems
ii. Provide details on Problem Resolution
 iii. Include Problem & Solution in Knowledge Database
i. Provide Asset Inventory Report
i. Provide report of HW & SW inventory, including peripherals (printers,
scanners,etc.)
ii. Provide Patch Report
i. Provide report of Patch name, %done, %pending

2.7.4 Knowledge Database

o Must document all issues and resolutions encountered
o Must update knowledge database on issues & resolutions encountered

2.7.5 Vendor Management, Service Units and Parts Provisioning

Bidder shall be responsible for the following in terms of supporting all defined branches/sites of this
RFP:
rd
 Coordination with Client assigned Vendor and/or 3 Party Supplier
rd
 Coordination with Client assigned Vendor and/or 3 Party Supplier for possible
repair/replacement of IT asset.
 Monitor allocation of spare parts to be used for onsite support
 Deployment of parts shall be ordered and maintained by Bidder
 Track and maintain all warranties (near and expired warranty.)

3. Service Level Agreement

Supplier shall perform the Service in accordance with the following measure or standards:

RESOLUTION TIME
RESPONSE HEAD OFICE/METRO MANILA/ PERIODIC
PRIORITY PROVINCIAL
TIME METRO DAVAO/METRO CEBU REPORTING
DAYS DAYS DAYS
IR SR IR/SR
1 - HIGH 1 HOUR 1 1 2 Monthly
2 - MEDIUM 1 HOUR 2 2 3 Monthly
3 – LOW 1 HOUR 5 5 5 Monthly

IR (INCIDENT REPORT)
SR (SERVICE REPORT)

PRIORITY DESCRIPTION

Consideration are:
- IT infrastructure is totally down affecting entire organization or large number (more
1 – HIGH than 50%) of target users
- Critical services are not functioning, especially during peak time / critical period
- Incidents affecting VIP (priority persons or sites)
 Consideration are:
- IT infrastructure or services are functioning but performance is degraded
2 – MEDIUM
- Affects moderate numbers of users (50% and below)
- Incidents during normal period

Consideration are:
- No or minimal impact on service or business operations
3 – LOW
- Affects few / isolated users
- Planned or project related activity

4. Performance Standard & Penalty

This proposal contains a performance guarantee of 99% Grade of Service. The Grade of Service shall
be computed based on the total weighted scores of the individual metrics.

>99% = 0 Penalty
95-98.99% = 1% Monthly contract price
85-94.99% = 1.5% x monthly contract price
80-84.99% = 2% x monthly contract price
79 below = 3.5% x monthly contract price

Sample computation:

Average of (Response Time Performance % + Resolution Time %) = Grade of Service %

Both parties shall agree on the scorecard detail and breakdown during the transition phase.

5. Others

 The monthly salary of and other fees and benefits due to the assigned service engineer/s, service
desk staff and other staff shall be for the account of VENDOR with no additional cost to the
CLIENT.

 All travel expenses of engineer/s to branches must be shouldered by the vendor/supplier like
o Transportation expenses
o Board & Lodging expenses
o Per Diem

 Resume & Certifications

o Provide resume & certification of your staff
o Deployed engineers must have certification on Windows 10 support & troubleshooting
training
o Deployed Level2/Supervisors support must have certification on
 Windows 10 support & troubleshooting training
 Windows 10 security, configuring, maintaining & administering training
o Required Administrator must have training & certifications
 Certification and Best Practices
Supplier shall be required to share all certifications & best practices to client:
 ISO Certifications
 ITIL Certifications
 All other relevant certifications & best practices
Client reserves the right to understand and evaluate supplier in terms of its carried
certifications to address its requirement.

 Training
 Supplier engineers must have certification on Windows 10 support & troubleshooting training
 Supplier Level2/Supervisors support must have certification on
o Windows 10 support & troubleshooting training
o Windows 10 security, configuring, maintaining & administering training

 Supplier Reference
 Supplier shall provide Client with references of successful deployment similar to Client’s
requirements. Similar industry deployments shall be required by Client to directly match its
current status and compare operations deployment.
 If supplier shall use references from its partners, this must be declared by Supplier. Failure
to do so will result in disqualification from this project.
 Deployment of services must be at a minimum of 5 years.

 Inclusion of all mandatory clauses in the agreement, such as but not limited to:
o Warranties & Disclaimers
o Governing Law – Philippine Law
o Right to Set off and Right to Hold Disputed Payments
o Right to Audit
o Disaster Recovery
o Non-Disclosure / Confidentiality Clause
o Termination / Pre-termination Clauses
o Indemnity Clause
o Arbitration Clause
o Intellectual Property Clause
o No Poaching
o Employee-Employer Relationship Clause