Annex I



Annex I

To Request for Proposals N° PCD/08/027

[pic]

Terms of Reference

for the

“CD/DVD Print Shop” Infrastructure Project

Table of Contents

PAGE

1 INTRODUCTION 3

1.1 The World Intellectual Property Organization 3

1.2 Purpose of the RFP 3

1.3 Project Timeline 3

1.4 WIPO Requirements 4

1.4.1 Hardware and Software 4

1.4.2 Consumables Volume Purchase Agreement (VPA) 4

1.4.3 Maintenance and Support Contract 5

1.4.4 Technical Support Services 5

1.4.5 Current System Buy-Back Program 5

2 CURRENT SYSTEM ENVIRONMENT 6

2.1 CD/DVD Print Shop environment 6

2.1.1 Operational 6

2.1.2 Hardware 7

2.1.3 Software 7

3 NEW SYSTEM REQUIREMENTS 8

3.1.1 Global 8

3.1.2 Technical 8

4 THE MAINTENANCE AND SUPPORT CONTRACT REQUIREMENTS 10

4.1 Business Continuity 11

4.2 Contractual Requirements 11

4.3 Definition of Reaction Time 11

4.4 Definition of On-Site Intervention Time 11

4.5 Definition of Repair Time 11

4.6 Definition of Telephone Support 12

4.7 Definition of Software Updates 12

4.8 Preventive Maintenance 13

4.9 OnSite Spare Parts 13

INTRODUCTION

1 The World Intellectual Property Organization

The World Intellectual Property Organization (WIPO) is an intergovernmental organization with Headquarters in Geneva, Switzerland. It is one of the 16 Specialized Agencies of the United Nations System. WIPO is responsible for the promotion of the protection of intellectual property throughout the world.

2 Purpose of the RFP

The purpose of this Request for Proposal is to select a supplier that will provide WIPO with Hardware/Software and Services for the “CD/DVD Print Shop Infrastructure Project”.

The goal of this project is to replace the current robot infrastructure by a new one that will allow WIPO to better respond to the increasing burning demand for CD/DVD media and to achieve rapid response to requests coming from the business sectors and non-business programs/divisions/sections.

WIPO intends to replace its existing burning system, which is composed of four robots from LSK. WIPO would expect the bidder to participate in the technical implementation of this project in collaboration with WIPO’s internal technical resources, by offering technical support for the proposed infrastructure.

The current RFP targets the purchasing or leasing, possible future expansion and maintenance of the new robots and related software, as well as the necessary support services for the whole system (hardware and software).

The environment of the “CD/DVD Print Shop” is isolated from any other environment. It has its own life cycle and process and does not depend on any other infrastructure. The only connection to the enterprise global infrastructure is the network from where it receives the files to be burned on CD or DVD media.

Based on the initial evaluation of the proposals, and taking into account the responses provided by the bidders, WIPO may decide to establish a short-list of companies that may be asked to participate in a subsequent on-site robot testing process.

3 Project Timeline

The schedule given in the current sub-chapter is based on estimates as per WIPO planning. This schedule could change slightly due to different factors related to administrative processes such as ordering and delivery for example.

The estimated target dates for the start of the project are as follows:

|Ref. |Description |Estimated Timeframe |

|1. |RFP Award |August 15, 2008 |

|2. |Hardware Delivery |September 1, 2008 |

|3. |Start of the “CD/DVD Print Shop Infrastructure Project” |September 15, 2008 |

|4. |End of "CD/DVD Print Shop Infrastructure Project" |October 17, 2008 |

/* NOTE: The dates of the RFP Issue and the deadline for receiving the Bidder Submissions are defined in the RFP Letter of Invitation.

4 WIPO Requirements

1 Hardware and Software

The "CD/DVD Print Shop Infrastructure Project" intends to replace and expand the existing system. The goal is to implement a modern system embedding the whole features required to burn and print CD/DVD media. The user activity should be performed in an efficient way allowing for the burning and printing jobs to be executed by as few steps as possible whenever the user needs to interact with the robot. However, this interaction is not always required as many of the jobs launched to burn CD/DVD media are done by a scripting mechanism.

License fees for the products delivered within the proposed solution should be charged on a one-time basis, independently of the amount of media burned or printed by the system.

WIPO seeks to acquire (lease or buy) at least twelve burners distributed ideally over three robots, each robot having its own printer.

For the purpose of a proper sizing of the robot infrastructure, the bidders’ attention is drawn to the fact that WIPO users are confronted with peak situations where extra capacity is needed to be able to cope with the production demand. Another factor to consider is the fact that the business continuity may be disrupted below a minimum of 8 DVD burners available and fully operational.

2 Volume Purchase Agreement (VPA) for Consumables

To ensure the best performance of the proposed infrastructure, as well as to maintain a high level of quality of the media produced, WIPO is interested in putting in place a Volume Purchase Agreement (VPA) for all the required consumables.

The consumables WIPO is interested in for this VPA are:

o The ink for the ink-jet printers (if the proposed robot is equipped with this type of printer)

o The cartridges for thermal printers (if the proposed robot is equipped with this type of printer)

o CD and DVD and double layer DVD

3 Maintenance and Support Contract

In regards to the maintenance and support contract that is delivered with the new equipment, bidders should provide detailed proposals for: (1) the warranty period and conditions (for the purchase option); and (2) a three year support and maintenance contract (for both the purchase and lease option).

o WIPO requirements on service levels and conditions of the maintenance and support contract are detailed later in the current RFP document, under Article 4, page 10 of this document.

4 Technical Support Services

As part of the RFP, WIPO is also asking bidders for proposals regarding technical support services to be provided during the implementation phase.

In regards to the complexity of the proposed system, this period will vary. Nevertheless, the system proposed should integrate smoothly with the current configuration (scripting mechanism to launch burning and printing jobs) that is in production for more than 6 years. Given the investment to deploy the current system, the proposal offering the most efficient integration with the current process shall be considered an advantage.

5 Current System Buy-Back Program

WIPO is asking the bidders to propose a buy back program for the current systems.

The proposed buy back offer should be based exclusively on the information given in the current RFP document. No additional information will be given for such purposes.

Hardware to be considered for the buy-back offer:

|Item |Description |Included Components |

|1. |DiskJet4 SCSI Robot (one item) |3 Burners ( Pioneer DVD-111D |

| | |1 Printer ( Primera Signature4 |

|2. |DiskJet4 FireWire Robot (one item) |3 Burners ( Pioneer DVD-111D |

| | |1 Printer ( ODP200 |

|3. |DiskJet7 FireWire Robot (one item) |3 Burners ( Pioneer DVD-111D |

| | |1 Printer ( ODP200 |

|4. |Spare Parts |3 Printers ( Primera Signature4 |

CURRENT SYSTEM ENVIRONMENT

This chapter is limited to describing the current infrastructure and software environment. The information detailed herein does not constitute the whole WIPO IT environment but is a complete description of the CD/DVD Print Shop environment allowing the bidders to better understand the implications of the current RFP.

The hardware infrastructure is located in one closed office. Three operators are fully dedicated to the production system.

1 CD/DVD Print Shop environment

The current systems are dedicated to the production of CD and DVD for any business sector and non-business programs/divisions/sections of WIPO. The demand for burning CDs and DVDs is growing rapidly and the current systems are not reliable and flexible enough to respond to business needs within a short time frame. Indeed, the complexity of the current system and the difficulty to manually produce or burn a media are becoming critical.

1 Operational

The following list gives an idea about the organization of the environment:

o Robots working hours are from 0.00 to 24.00

o Office working hours are from 8.00 to 18.00

o The latest time to launch an automated task during a working day is 18.00

o The production capacity in 2007 was about 3000 burning media per month.

o The peak production capacity in 2007 was 5000 burning media per month.

o The data to be processed is downloaded to the server in a specific format. This specific file is then analyzed (In-House developed software) and processed in order to create batch files to be handled by each of the clients. Once the client receives its own batch, it processes it in order to create an ISO image and a PRN file for the media to be burned and printed with the directly connected robot.

o The burning process is based on ISO 9660 and UDF ISO 13346 formats.

o The only format used within this environment will soon be DVD-DL (double layer).

2 Hardware

The current environment is composed of:

o One server (HP Workstation) and four clients (HP Workstation). Each client is connected (FireWire) to one Robot. Currently, the production environment is a client/server architecture.

o The server (disksrv) is installed with WINDOWS 2003 Server and runs on an HP X4000 workstation with 1GB of RAM and 1 IDE disk of 360GB and a RAID0 SCSI dual disk of 36GB. The printer configured within this robot is an ODP200 (ink-jet).

o The first client (diskcl1) is installed with WINDOWS XP SP2 (same workstation as for the server with additional FW400 cards to connect to the robot) and one LSK DiskJet4 Robot (3 CD/DVD burners – Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).

o The second client (diskcl2) is installed with WINDOWS XP SP2 (same workstation as for the server with additional SCSI cards to connect to the robot) and one LSK DiskJet4 Robot (3 CD/DVD burners – Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).

o The third client (diskcl3) is installed with WINDOWS XP SP2 (same workstation as for the server with additional FW400 cards to connect to the robot) and one LSK DiskJet7 Robot (6 CD/DVD burners – Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).

o The fourth client (diskcl4) is installed with WINDOWS XP SP2 (same workstation as for the server with additional FW400 cards to connect to the robot) and one LSK Gamma4 Robot (4 CD/DVD burners - Pioneer 111D). The printer configured within this robot is an ODP200 (ink-jet).

3 Software

The current environment is not fully integrated and the global solution is composed of several pieces of software that have been setup to work together. The following lists the main topics in regards to this patchwork environment:

o The environment is composed of In-House developed software (DISTRIBUTION, BURNING) as well as market software:

( LABELVIEW

( BARTENDER

( POINT PUBLISHER

o In-House developed software is based on JAVA environment and is responsible for the management and the dispatching of burning jobs.

o The In-House developed software (running on the server: DISTRIBUTION) creates batch jobs according to WIPO business models and distributes them to the robots.

o The dispatching of the jobs from the server to the clients is done according to some predefined rules.

o Once the information is received from the server, the software residing on the client (BURNING) is going to create a specific batch with the right parameters for the applications to be able to understand the command and to create an ISO image and burn the image (POINT PUBLISHER) and print (BARTENDER) exactly what is required.

NEW SYSTEM REQUIREMENTS

The new storage system should provide flexibility, greater manageability, better performance and lower operational costs to solve the identified weaknesses of the existing system.

o Important notice: the proposed system must be able to achieve all the actions performed by the current system.

1 Global

The following list gives information about the global required features for the new system:

o Robots working hours are from 0.00 to 24.00

o The proposed system is intended to produce most of the CD/DVD during night time therefore the proposed robot should be integrated with a high level of failure management. Whatever the proposed solution, the production environment needs to be homogeneous.

o The robot is required to demonstrate good performance (not only for the load/unload CD/DVD process but also for the high quality printing), reliability (the MTBF is required for the proposed robot hardware) and usability (changing a printer cartridge has to be an easy process and has to be achieved by pausing a job but not stopping it).

o The software of the proposed robot model must have a SDK suite in order for the scripts (list of commands describing the activities for the robot) developed in-house to be re-used. This is a mandatory requirement as the whole production environment architecture is currently based on this software for robot operations.

o Having a highly integrated software solution will be advantageous. Indeed, WIPO is looking for a consolidation of the software suite currently in use (Gear, PointPublisher, BarTender).

o WIPO will give a preference for the solution that shows both a high level of integration of the software suite provided with the robot environment and offers the operators easy integration and use.

o The bidder shall include as part of the solution (if it is not a built-in function) a DVD standard image generation utility to enable the archiving of DVD images for possible re-use.

2 Technical

The following list gives information about the required technical features for the new system:

o The production environment must be able to burn 5000 media per month.

o The environment must be composed of minimum three robots and maximum four robots for WIPO technical and organizational reasons.

o The minimum capacity for the input/output tray should be at least 200 media.

o The minimum capacity of the output tray should be at least equivalent to the capacity of the input tray.

o The printer could be inkjet or thermal but the quality of the printouts shall be a key factor for the choice of the printer model.

o The printer must be as robust as possible as the components of such equipment are often the cause of failures.

o The robot should demonstrate good calibration features. WIPO is looking for as much automation as possible in this arena. A robot being able to self calibrate whenever a burner is replaced or whenever a component of the arm is replaced will be an advantage.

o The robot should be solid enough in order to minimize manual interventions for adjustment activities. For example, the input, output and trash trays should be fully integrated into the robot main component.

o The maintenance activities (replacement of cartridges for example) should be performed in a transparent way. The executing job shall not be stopped but paused for such interventions.

o The quality of the gripper is a very important requirement. The number of retries to grab a media should be very few or inexistent.

o Using the media recommended by the bidder for the proposed robot, the number of bad burnings should be less than 10% (ten percent).

o The bidder may propose a workstation in the RFP response. If there is no workstation included in the offer, then the bidder has to ensure the compatibility with WIPO standard workstation: DELL OPTIPLEX 755

o If the bidder does not propose a workstation within its offer and relies on WIPO standard hardware, the bidder will be required to provide the connection cards (the ones approved for the type of robot quoted in his proposal) for the workstation to be linked to the robot. This ensures a good compatibility of hardware.

o If the bidder does include its own model of workstation within the global proposal, then administrator access has to be granted to WIPO staff in order for the “Security Policy” to be implemented and to allow administrative tasks that may be required by WIPO technical staff.

THE MAINTENANCE AND SUPPORT CONTRACT REQUIREMENTS

Successful bidder will be asked to provide WIPO with a maintenance and support contract for the hardware and software environment suite of the system. This contract includes phone support, onsite support, software & hardware updates as well as software and hardware problem solving.

o As soon as a problem is identified, it will be reported to the Maintenance Service Provider, who will be responsible for resolving it.

o The initial duration of the Support and Maintenance contract will be three years. This would normally correspond to the duration of the standard maintenance contract that is included in hardware sales.

o The proposed maintenance and support contract should meet the following WIPO requirements:

o The Maintenance Contract shall cover all the hardware modules of the Robots as well as the Software/Firmware that together provides the full functionality of the given solution.

o Maintenance shall cover all weekdays, Monday to Friday, from 08h00 to 18h00.

o The 1st level maintenance intervention (failure detection) is performed by WIPO technical support staff.

o The second level troubleshooting is to be performed by the Bidder’s technical staff.

o The Reaction Time (see definition below) will be four (4) hours.

o The On-Site Intervention Time (see definition below) will be one (1) day maximum.

o The target Repair Time (see definition below) will be two (2) days maximum.

o Parts and labor must also be covered in the maintenance price, i.e. the Bidder performs the installation and configuration of the new parts in replacement of faulty hardware components.

o All travel expenses shall be included in the overall price proposal for maintenance and support.

o Spare parts must be held in stock by the Bidder, and put at the disposal of WIPO whenever an original component malfunctions.

o The on-site intervention shall be performed by a qualified engineer with certification and extensive experience for the installation and configuration of the concerned equipment.

o Provisioning of Telephone Helpdesk Support services (see below).

o Provisioning of Software Updates services (see below).

o Provisioning of Preventive Maintenance.

1 Business Continuity

This equipment is crucial for WIPO operations, therefore any disruption has very negative consequences on the business operations. In order to reduce downtime, please indicate how you intend to guarantee the Repair Time commitment of 48 hours.

2 Contractual Requirements

Any contract resulting from this RFP will include the WIPO Mandatory Clauses (Article 1 through 19) for the purchase of goods and services as per Annex III of this RFP.

3 Definition of Reaction Time

o Reaction Time is the period measured between the time the initial call to the Bidder Helpdesk has been placed and the time a qualified Maintenance Support Engineer contacts the Initiator of the call in order to provide telephone assistance. The Initiator of the call shall be one or more designated person from the WIPO IT Infrastructure Support Staff. For tracking purposes, the Bidder Helpdesk will be required to send a confirmation e-mail to the initiator of the telephone call.

4 Definition of On-Site Intervention Time

o On-Site Intervention will be invoked when the problem cannot be solved over the phone. In such cases the Bidder must send a qualified Maintenance Support Engineer to the customer site in order to find a solution that resolves the malfunctioning or equipment failure.

o The On-Site Intervention shall cover labor, use of troubleshooting tools, and provision of replacement parts. If applicable, the defective parts will be replaced and removed by the Bidder.

o On-Site Intervention Time is the period measured between the time the fault is initially reported to the Bidder Helpdesk and the time a qualified engineer arrives to the Customer site (given normal travel conditions).

o Upon arrival at the Customer site, the Maintenance Support Engineer must announce himself so the time of arrival can be registered. If the reported problem is caused by a known or suspected defective hardware component, the Maintenance Engineer is expected to arrive on site with all the necessary spare parts (or equipment) for successfully performing the full error diagnostics and the replacement of the faulty parts (or equipment).

5 Definition of Repair Time

o Repair Time is the period measured between the time the initial call to the Bidder's Helpdesk has been placed and the time the system is back to its normal operation.

o The repair time incorporates the maximum On-Site Intervention Time of 1 day.

6 Definition of Telephone Support

o WIPO requires a general Telephone Helpdesk Support with unlimited access to the Bidder’s Technical Support during the requested hours of cover. Only qualified WIPO technical staff will be allowed to contact the Telephone Helpdesk Support.

o This facility will provide a single point of contact for WIPO Technical staff that require support on technical problems. The Helpdesk must be able to rapidly assign a call to the manufacturer of the hardware/software who offer high-level technical services, and are able to provide WIPO technical staff adequate assistance on problems related to the installed robot environment.

o The following services are required:

o Telephone assistance shall be provided every day during normal working hours, corresponding to the coverage required for the robot systems.

o Qualified WIPO technical staff shall have unlimited access to the Helpdesk for technical assistance.

o A qualified Support Engineer who is fluent in English and French shall reply immediately or call back within 4 hours at the latest.

o The Support Engineer shall provide the caller with the necessary help to identify the problem and provide the solutions to get around the problem encountered.

o The call shall be logged via the creation of a trouble ticket. The confirmation of the trouble ticket shall be sent by E-mail to WIPO technical staff.

o The Helpdesk shall provide problem follow-up (including escalation of the problem) until its resolution (trouble ticket closed).

o

7 Definition of Software Updates

o WIPO requires Software Maintenance Services that include software follow-up and updates with the latest versions. The Software Services shall be applicable to all equipment covered by the Maintenance Contract. It shall encompass the provisioning of new software and firmware releases.

o The provider is expected to provide the following services for all equipment under maintenance and support contract:

o Unlimited access to the Hotline (Bidder's Helpdesk) for technical assistance on software operating problems.

o Regular proactive information on new software releases (minor and major releases, new functions, corrected bugs, etc.).

o Software follow-up advice and recommendations on new versions.

o Provision of on-line access to the latest software releases, downloads and documentation.

o Performing periodic software upgrades in coordination with WIPO technical staff.

8 Preventive Maintenance

o WIPO is asking the bidders to clearly indicate their ability to provide regular, mutually agreed onsite inspection visits for the proposed system. This can cover the hardware or software only or both.

o Regular check ups will guarantee the proposed system is always running at its best condition and contributes to reduce unplanned downtimes.

9 OnSite Spare Parts

For any hardware problems, WIPO is expecting the Bidder's technical staff to come on-site to find the root cause of the issue and to repair.

For this reason, WIPO authorizes the Bidder to store some spare parts in WIPO premises. This stock of parts will be considered as being part of the maintenance contract.

The spare parts that will be kept within WIPO premises are the ones that can be changed without heavy hardware maintenance. However, if the Bidder judges necessary and more efficient to store a whole working robot within WIPO premises to accelerate issue solving, he should specifically request such "hosting" solution. Having a spare robot on site would allow the Bidder's technical staff to swap robots and to resume production work on the spare robot.

Of course, the failing robot will then be repaired by the bidder's technical staff either onsite or offsite.

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