TENDER NO. NKCC/014/ PROVISION OF SAP APPLICATION MANAGEMENT SERVICES

TENDER NO. NKCC/014/2015-16 PROVISION OF SAP APPLICATION MANAGEMENT SERVICES CLOSING DATE 13 TH MAY 2015 AT 10.00 A.M. 1

M/s.... Dear Sirs, RE: TENDER FOR SAP APPLICATION MANAGEMENT SERVICES. You are hereby invited to submit tenders for supply of SAP Application Management Services. The tender documents fully detailed/filled and marked TENDER NO. NKCC/014/2015-16 TENDER FOR PROVISION OF SAP APPLICATION MANAGEMENT SERVICES should be returned in plain sealed envelope addressed to: THE MANAGING DIRECTOR NEW KCC LTD P.O. BOX 30131-00100 NAIROBI. and be placed in New KCC Tender Box located on Second Floor of Creamery House, Dakar Road, Industrial Area on or before 13 TH MAY 2015 at 10.00 am. Tenders will be closed on 13 TH MAY 2015 at 10.00am and opened immediately thereafter in the presence of tenderers/ representatives who choose to attend. Yours faithfully, MANAGING DIRECTOR 2

1. SUBMISSION OF TENDER DOCUMENTS INVITATION TO TENDER Tenders are invited from interested and eligible firms/suppliers to submit sealed bids for the following: Tender No. Tender Description Bid Security (Kshs) Remarks Closing/ opening Date 1. NKCC/049/2014-15 Supply, delivery & installation of Dairy Equipment 200,000.00 Open 13 th May 2015 at 2. NKCC/050/2014-15 Supply, delivery & installation of flow meters 100,000.00 open 13 th May 2015 at 3. NKCC/051/2014-15 Supply, Installation & Commissioning of Photovoltaic Solar System 50,000.00 Open 13 th May 2015 at 4. NKCC/052/2014-15 Construction of Customer Care Centre at 100,000.00 Reserved for 13 th May 2015 Kenyatta National Hospital Youth, Women at 5. NKCC/053/2014-15 Supply, installation & Commission of refrigeration Compressor (NKCC Dandora Factory) 6. NKCC/054/2014-15 Supply, installation & Commissioning of Cheese Cutting & Packing Equipment (NKCC Cheese Factory) 7. NKCC/001/2015-16 Supply & delivery of plastic milk bottles La-yoghurt & PWD 200,000.00 Open 13 th May 2015 at 250,000.00 Open 13 th May 2015 at 50,000.00 Open 13 th May 2015 at 8. NKCC/002/2015-16 Supply & delivery of flavours 50,000.00 Open 13 th May 2015 at 9. NKCC/003/2015-16 Supply & delivery of industrial chemicals 50,000.00 Open 13 th May 2015 at 10. NKCC/004/2015-16 Supply & delivery of labels 50,000.00 Open 13 th May 2015 at 11.NKCC/005/2015-16 Supply & delivery of tins 50,000.00 Open 13 th May 2015 at 12.NKCC/006/2015-16 Supply & delivery of milk powder bags 50,000.00 Open 13 th May 2015 at 13.NKCC/007/2015-16 Supply & delivery of U-straws 50,000.00 Open 13 th May 2015 at 14. NKCC/008/2015-16 Fumigation & Pest Control Services 50,000.00 Reserved for Youth, Women & PWD 13 th May 2015 at 15.NKCC/009/2015-16 Provision of Courier Services 50,000.00 Open 13 th May 2015 at 16.NKCC/010/2015-16 Provision of Merchandising Services 100,000.00 Open 13 th May 2015 at 3

17.NKCC/011/2015-16 Provision of Security Guarding Services 500,000.00 Open 13 th May 2015 at 18.NKCC/012/2015-16 Provision of Alarms Back-up Services 50,000.00 Open 13 th May 2015 at 19.NKCC/013/2015-16 Provision of Cash in Transit Services 50,000.00 Open 13 th May 2015 at 20. NKCC/014/2015-16 Provision of SAP Management Services 250,000.00 Open 13 th May 2015 at 21. NKCC/015/2015-16 Provision of SAP Annual License Maintenance (Enterprise Support Agreement) 300,000.00 Open 13 th May 2015 at 22. NKCC/016/2015-16 Provision of Internet Penetration Testing 50,000.00 Reserved for Youth, Women & PWD PREQUALIFICATION OF SUPPLIERS CATEGORY A: SUPPLY OF GOODS 13 th May 2015 at Tender No. Tender Description Closing/opening date NKCC/017/2015-2017 Supply of electrical materials and equipment 10.00 a.m NKCC/018/2015-2017 Supply of general hardware building materials 10.00 a.m NKCC/019/2015-2017 Supply of motor vehicle spare parts 10.00 a.m NKCC/020/2015-2017 Supply/fitting of new speed governors and renewal of speed governor certificates 10.00 a.m NKCC/021/2015-2017 Supply of spare parts for HCV & trailers 10.00 a.m NKCC/022/2015-2017 Supply of petroleum products furnace oil, petrol, diesel and lubricants. 10.00 a.m NKCC/023/2015-2017 Supply of clean fresh water in tankers 10.00 a.m NKCC/024/2015-2017 Supply of paints and painting materials 10.00 a.m NKCC/025/2015-2017 Supply of bearings and oil seals 10.00 a.m NKCC/026/2015-2017 Supply of refrigeration, welding and Industrial gases 10.00 a.m NKCC/027/2015-2017 Supply of food quality glue 10.00 NKCC/028/2015-2017 NKCC/029/2015-2017 Supply of coding inks and inkjet machine consumables Supply of packaging machine & general engineering spare parts and consumables a.m 10.00 a.m 10.00 a.m NKCC/030/2015-2017 Supply of refrigeration equipment spare parts 10.00 a.m 4

NKCC/031/2015-2017 Supply of weighing scales and equipment s 10.00 a.m NKCC/033/2015-2017 Supply & delivery of cleaning detergents 10.00 a.m NKCC/034/2015-2017 Supply & delivery of microbial cultures 10.00 a.m NKCC/035/2015-2017 Supply & delivery of white sugar 10.00 a.m NKCC/036/2015-2017 Supply & delivery of boiler chemicals 10.00 a.m NKCC/037/2015-2017 Supply & delivery of security seals (lock and wire 10.00 NKCC/038/2015-2017 NKCC/039/2015-2017 NKCC/040/2015-2017 seals) Supply & delivery of filpack pouch packaging material a.m 10.00 a.m CATEGORY B: PROFESSIONAL SERVICES Provision of maintenance services of HCV, milk tankers & trailers Provision of repair & Maintenance of Motor Vehicles services NKCC/041/2015-2017 Provision of mechanical engineering services engine rebuilding and crankshaft grinding NKCC/042/2015-2017 Servicing of injector pumps and nozzles NKCC/043/2015-2017 Re-bonding of motor vehicle brake and clutch lining services NKCC/044/2015-2017 Provision of outside catering services NKCC/045/2015-2017 Provision of generator sets maintenance services NKCC/046/2015-2017 Repair and servicing of safes NKCC/047/2015-2017 Provision of staff training and consultancy services NKCC/048/2015-2017 Provision of research consultancy services NKCC/049/2015-2017 Provision of design and set-up services for shows and exhibitions NKCC/050/2015-17 Provision of Media monitoring consultancy services NKCC/051/2015-17 Provision of PR and Communications agency services NKCC/052/2015-2017 Provision of Assets & Motor Vehicle valuation services NKCC/053/2015-2017 Provision of Asset tagging services NKCC/054/2015-2017 Provision of Land surveying services 5

NKCC/055/2015-2017 Provision of Architectural consultancy services NKCC/056/2015-2017 Provision of Civil Engineering consultancy services NKCC/057/2015-2017 Provision of Environmental Audit consultancy services NKCC/058/2015-2017 Provision of private investigation services. NKCC/059/2015-2017 Provision of property management services NKCC/060/2015-2017 Provision of mechanical engineering services machining & fabrication. CATEGORY C RESERVED FOR YOUTH, WOMEN AND DISADVANTAGED GROUPS NKCC/061/2015-2017 Supply of office Stationery NKCC/062/2015-2017 Supply of laboratory chemicals, consumables & NKCC/063/2015-2017 NKCC/064/2015-2017 NKCC/065/2015-2017 NKCC/066/2015-2017 NKCC/067/2015-2017 NKCC/068/2015-2017 equipment Supply of office and automation equipment including branded computers, printers, accessories, etc. Supply of plastic pallets, timber pallets & wood products Supply of promotional materials, signages and advertising Materials- Provision of minor building and civil engineering Services NCA approved firms only. Provision of renovation services for shows and exhibitions NCA registered firms only. Provision of air travel agency & related services (IATA registered firms only) NKCC/069/2015-2017 Production of Photography and Video Services NKCC/070/2015-2017 Provision of Design and printing services ( Stationery) CATEGORY D RESERVED FOR PEOPLE WITH DISABILITIES NKCC/071/2015-2017 Supply of Newspapers, Journals, Magazines and Periodicals NKCC/072 /2015-2017 Supply of office Drinking Water NKCC/073/2015-2017 Provision of Miscellaneous Office Supplies e.g. detergents Toiletries, sugar, mops etc. NKCC/074/2015-2017 Provision of Repair services for Office Furniture 6

Complete tender /prequalification documents with detailed information may be obtained from the Office of the Head of Procurement, New KCC Ltd, Dakar Road off Enterprise Road between 9.00 a.m. to 4.00 p.m, upon payment of a non-refundable fee of Kshs. 1,000/- (Kshs. One Thousand only) per tender document, paid in cash or Bankers Cheque. Prequalification documents are free of charge. Prospective bidders may also download the tender documents from New KCC website (www.newkcc.co.ke) OR http://supplier.treasury.go.ke free of charge. Bidders are required to send/e-mail their names and contact details to: procurement@newkcc.co.ke and info@newkcc.co.ke. Tenders must be accompanied by a Bid Security as specified above. The bid security should be valid for 120 days from the tender closing/opening date and in form of either bank guarantee, cash, Insurance Company Guarantee, a Letter of Credit, or Guarantee by a Deposit taking Microfinance Institution, Sacco Society, the Youth Enterprise Development Fund or the Women Enterprise Fund. Completed tender/prequalification documents in plain sealed envelope clearly marked with Tender Number and Description should be addressed to: The Managing Director New KCC Ltd P.O. Box 30131-00100 Nairobi So as to be received not later than on the closing /opening date shown above. New KCC reserves the right to accept or reject the application either wholly or in part and is not bound to give reasons for its decision. Prequalification of Suppliers (2015-2017) results will be posted to New KCC website. MANAGING DIRECTOR For enquiries: Email to: procurement@newkcc.co.ke/ info@newkcc.co.ke 7

2.0 INSTRUCTIONS TO TENDERERS 2.1 Eligible Tenderers 2.1.1 This Invitation for Tenders is open to all tenderers eligible as described in the Invitation to Tender. Successful tenderers shall complete the supply of goods by the intended completion date specified in the Schedule of Requirements. 2.1.2 The New KCC s employees, committee members, board members and their relatives (spouse and children) are not eligible to participate in the tender. 2.1.3 Tenderers shall provide the qualification information statement that the tenderer (including all members of a joint venture and subcontractors) is not associated, or have been associated in the past, directly or indirectly, with a firm or any of its affiliates which have been engaged by the New KCC to provide consulting services for the preparation of the design, specifications, and other documents to be used for the procurement of the goods under this Invitation for tenders. 2.1.4 Tenderers shall not be under a declaration of ineligibility for corrupt and fraudulent practices. 2.2 Eligible Goods 2.2.1 All goods to be supplied under the contract shall have their origin in eligible source countries. 2.2.2 For purposes of this clause, origin means the place where the goods are mined, grown, or produced. Goods are produced when, through manufacturing, processing, or substantial and major assembly of components, a commercially-recognized product results that is substantially different in basic characteristics or in purpose or utility from its components 2.2.3 The origin of goods is distinct from the nationality of the tenderer. 2.3 Cost of Tendering 2.3.1 The Tenderer shall bear all costs associated with the preparation and submission of its tender, and the New KCC, will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the tendering process. 2.3.2 All firms found capable of performing the contract satisfactorily in accordance to the set prequalification criteria shall be prequalified. 2.4. The Tender Document 2.4.1 The tender document comprises the documents listed below and addenda issued in accordance with clause 2.6 of these instructions to Tenderers (i) Invitation to Tender (ii) Instructions to tenderers (iii) General Conditions of Contract (iv) Special Conditions of Contract 8

(v) Schedule of requirements (vi) Technical Specifications (vii) Tender Form and Price Schedules (viii) Tender Security Form (ix) Contract Form (x) Performance Security Form (xi) Bank Guarantee for Advance Payment Form (xii) Manufacturer s Authorization Form (xiii) Confidential Business Questionnaire 2.4.2 The Tenderer is expected to examine all instructions, forms, terms, and specifications in the tender documents. Failure to furnish all information required by the tender documents or to submit a tender not substantially responsive to the tender documents in every respect will be at the tenderers risk and may result in the rejection of its tender. 2.5 Clarification of Documents 2.5.1 A prospective tenderer requiring any clarification of the tender document may notify New KCC in writing or by post at the address indicated in the Invitation to Tender. New KCC will respond in writing to any request for clarification of the tender documents, which it receives not later than seven (7) days prior to the deadline for the submission of tenders, prescribed by the New KCC. Written copies of the Procuring entities response (including an explanation of the query but without identifying the source of inquiry) will be sent to all prospective tenderers that have received the tender document. 2.5.2 The New KCC shall reply to any clarifications sought by the tenderer within 3 days of receiving the request to enable the tenderer to make timely submission of its tender. 2.6 Amendment of Documents 2.6.1 At any time prior to the deadline for submission of tenders, the New KCC, for any reason, whether at its own initiative or in response to a clarification requested by a prospective tenderer, may modify the tender documents by amendment. 2.6.2 All prospective candidates that have received the tender documents will be notified of the amendment in writing or by post and will be binding on them. 2.6.3 In order to allow prospective tenderers reasonable time in which to take the amendment into account in preparing their tenders, the New KCC, at its discretion, may extend the deadline for the submission of tenders. 2.7 Language of Tender 2.7.1 The tender prepared by the tenderer, as well as all correspondence and documents relating to the tender exchange by the tenderer and the New KCC, shall be written in English language, provided that any printed literature furnished by the tenderer may be written in another language provided they are accompanied by an accurate English translation of the relevant passages in which case, for purposes of interpretation of the tender, the English translation shall govern. 9

2.8 Documents Comprising of Tender 2.8.1 The tender prepared by the tenderers shall comprise the following components (a) a Tender Form and a Price Schedule completed in accordance with paragraph 2.9, 2.10 and 2.11 below (b) documentary evidence established in accordance with paragraph 2.1.2 that the tenderer is eligible to tender and is qualified to perform the contract if its tender is accepted; (c) documentary evidence established in accordance with paragraph 2..2.1 that the goods and ancillary services to be supplied by the tenderer are eligible goods and services and conform to the tender documents; and (d) tender security furnished in accordance with paragraph 2.14 2.9 Tender Forms 2.9.1 The tenderer shall complete the Tender Form and the appropriate Price Schedule furnished in the tender documents, indicating the goods to be supplied, a brief description of the goods, their country of origin, quantity, and prices. 2.10 Tender Prices 2.10.1 The tenderer shall indicate on the appropriate Price Schedule the unit prices and total tender price of the goods it proposes to supply under the contract 2.10.2 Prices indicated on the Price Schedule shall include all costs including taxes, insurances and delivery to the premises of the entity. 2.10.3 Prices quoted by the tender shall be fixed during the Tender s performance of the contract and not subject to variation on any account. A tender submitted with an adjustable price quotation will be treated as non-responsive and will be rejected, pursuant to paragraph 2.22 2.10.4 The validity period of the tender shall be 90 days from the date of opening of the tender. 2.11 Tender Currencies 2.11.1 Prices shall be quoted in Kenya Shillings unless otherwise specified in the Appendix to Instructions to Tenderers. 2.12 Tenderers Eligibility and Qualifications 2.12.1 Pursuant to paragraph 2.1. the tenderer shall furnish, as part of its tender, documents establishing the tenderers eligibility to tender and its qualifications to perform the contract if its tender is accepted. 2.12.2 The documentary evidence of the tenderers eligibility to tender shall establish to the New KCC s satisfaction that the tenderer, at the time of submission of its tender, is from an eligible source country as defined under paragraph 2.1 10

2.12.3 The documentary evidence of the tenderers qualifications to perform the contract if its tender is accepted shall be established to the New KCC s satisfaction; (a) (b) (c) that, in the case of a tenderer offering to supply goods under the contract which the tenderer did not manufacture or otherwise produce, the tenderer has been duly authorized by the goods Manufacturer or producer to supply the goods. that the tenderer has the financial, technical, and production capability necessary to perform the contract; that, in the case of a tenderer not doing business within Kenya, the tenderer is or will be (if awarded the contract) represented by an Agent in Kenya equipped, and able to carry out the Tenderer s maintenance, repair, and spare parts-stocking obligations prescribed in the Conditions of Contract and/or Technical Specifications. 2.13 Goods Eligibility and Conformity to Tender Documents 2.13.1 Pursuant to paragraph 2.2 of this section, the tenderer shall furnish, as part of its tender documents establishing the eligibility and conformity to the tender documents of all goods which the tenderer proposes to supply under the contract 2.13.2 The documentary evidence of the eligibility of the goods shall consist of a statement in the Price Schedule of the country of origin of the goods and services offered which shall be confirmed by a certificate of origin issued at the time of shipment. 2.13.3 The documentary evidence of conformity of the goods to the tender documents may be in the form of literature, drawings, and data, and shall consist of: (a) a detailed description of the essential technical and performance characteristic of the goods; (b) a list giving full particulars, including available source and current prices of spare parts, special tools, etc., necessary for the proper and continuing functioning of the goods for a period of two (2) years, following commencement of the use of the goods by the New KCC; and (c) a clause-by-clause commentary on the New KCC s Technical Specifications demonstrating substantial responsiveness of the goods and service to those specifications, or a statement of deviations and exceptions to the provisions of the Technical Specifications. 2.13.4 For purposes of the documentary evidence to be furnished pursuant to paragraph 2.13.3(c) above, the tenderer shall note that standards for workmanship, material, and equipment, as well as references to brand names or catalogue numbers designated by the Procurement entity in its Technical Specifications, are intended to be descriptive only and not restrictive. The tenderer may substitute alternative standards, brand names, and/or catalogue numbers in its tender, provided that it demonstrates to the Procurement entity s satisfaction that the substitutions ensure substantial equivalence to those designated in the Technical Specifications. 2.14 Tender Security 11

2.14.1 The tenderer shall furnish, as part of its tender, a tender security for the amount specified in the Appendix to Invitation to Tenderers. 2.14.2 The tender security shall be in the amount of 1 2 per cent of the tender price. 2.14.3 The tender security is required to protect the New KCC against the risk of Tenderer s conduct which would warrant the security s forfeiture, pursuant to paragraph 2.14.7 2.14.4 The tender security shall be denominated in Kenya Shillings or in another freely convertible currency, and shall be in the form of a bank guarantee or a bank draft issued by a reputable bank located in Kenya or abroad, or a guarantee issued by a reputable insurance company in the form provided in the tender documents or another form acceptable to the New KCC and valid for thirty (30) days beyond the validity of the tender. 2.14.5 Any tender not secured in accordance with paragraph 2.14.1 and 2.14.3 will be rejected by the New KCC as non responsive, pursuant to paragraph 2.22 2.14.6 Unsuccessful Tenderer s tender security will be discharged or returned as promptly as possible but not later than thirty (30) days after the expiration of the period of tender validity prescribed by the New KCC. 2.14.7 The successful Tenderer s tender security will be discharged upon the tenderer signing the contract, pursuant to paragraph 2.27 and furnishing the performance security, pursuant to paragraph 2.28 2.14.8 The tender security may be forfeited: (a) (b) if a tenderer withdraws its tender during the period of tender validity specified by the New KCC on the Tender Form; or in the case of a successful tenderer, if the tenderer fails: (i) to sign the contract in accordance with paragraph 2.27 or (ii) to furnish performance security in accordance with paragraph 2.28 2.15 Validity of Tenders 2.15.1 Tenders shall remain valid for 90 days or as specified in the Invitation to Tender after the date of tender opening prescribed by the New KCC, pursuant to paragraph 2.18. A tender valid for a shorter period shall be rejected by the New KCC as non responsive. 2.15.2 In exceptional circumstances, the New KCC may solicit the Tenderer s consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The tender security provided under paragraph 2.14 shall also be suitably extended. A tenderer may refuse the request without forfeiting its tender security. A tenderer granting the request will not be required nor permitted to modify its tender. 2.16 Format and Signing of Tender 12

2.16.1 The tenderer shall prepare two copies of the tender, clearly marking each ORIGINAL TENDER and COPY OF TENDER, as appropriate. In the event of any discrepancy between them, the original shall govern. 2.16.2 The original and all copies of the tender shall be typed or written in indelible ink and shall be signed by the tenderer or a person or persons duly authorized to bind the tenderer to the contract. The latter authorization shall be indicated by written power-of-attorney accompanying the tender. All pages of the tender, except for unamended printed literature, shall be initialed by the person or persons signing the tender. 2.16.3 The tender shall have no interlineations, erasures, or overwriting except as necessary to correct errors made by the tenderer, in which case such corrections shall be initialed by the person or persons signing the tender. 2.17 Sealing and Marking of Tenders 2.17.1 The Tenderer shall submit the tenders in a sealed envelope clearly marked Tender No. NKCC/014/2015-16 TENDER FOR PROVISION OF SAP APPLICATION MANAGEMENT SERVICES. 2.17.2 The tenderer shall submit one ORIGINAL and one COPY of the tender document addressed to the; The Managing Director New KCC Ltd P.O. Box 30131-00100 Creamery House, Dakar Road, Ind. Area Nairobi. (b) and bear, TENDER FOR PROVISION OF SAP APPLICATION MANAGEMENT SERVICES, and the words: DO NOT OPEN BEFORE 13 TH MAY 2015 at 10.00 am. 2.17.3 If the outer envelope is not sealed and marked as required by paragraph 2.17.2, the New KCC will assume no responsibility for the tender s misplacement or premature opening. 2.18 Deadline for Submission of Tenders 2.18.1 Tenders must be received by the New KCC at the address (in the Tender Box) specified under paragraph 2.17.5 no later than 13 TH MAY 2015 at 10.00am. 2.18.2 The New KCC may, at its discretion, extend this deadline for the submission of tenders by amending the tender documents in accordance with paragraph 2.6, in which case all rights and obligations of the New KCC and candidates previously subject to the deadline will therefore be subject to the deadline as extended 13

2.19 Modification and Withdrawal of Tenders 2.19.1 The tenderer may modify or withdraw its tender after the tender s submission, provided that written notice of the modification, including substitution or withdrawal of the tenders, is received by New KCC prior to the deadline prescribed for submission of tenders. 2.19.2 The Tenderer s modification or withdrawal notice shall be prepared, sealed, marked, and dispatched in accordance with the provisions of paragraph 2.17. A withdrawal notice may also be sent by cable, telex but followed by a signed confirmation copy, postmarked not later than the deadline for submission of tenders. 2.19.3 No tender may be modified after the deadline for submission of tenders. 2.19.4 No tender may be withdrawn in the interval between the deadline for submission of tenders and the expiration of the period of tender validity specified by the tenderer on the Tender Form. Withdrawal of a tender during this interval may result in the Tenderer s forfeiture of its tender security, pursuant to paragraph 2.14.7 2.19.5 The New KCC may at any time terminate procurement proceedings before contract award and shall not be liable to any person for the termination. 2.19.6 The New KCC shall give prompt notice of the termination to the tenderers and on request give its reasons for termination within 14 days of receiving the request from any tenderer. 2.20 Opening of Tenders 2.20.1 The New KCC will open all tenders in the presence of tenderers representatives who choose to attend, on 13 TH MAY 2015 at 10.00am at New KCC s Boardroom. The tenderers representatives who are present shall sign a register evidencing their attendance. 2.20.2 The tenderers names, tender modifications or withdrawals, tender prices, discounts and the presence or absence of requisite tender security and such other details as the New KCC, at its discretion, may consider appropriate, will be announced at the opening. 2.20.3 The New KCC will prepare minutes of the tender opening. 2.21 Clarification of Tenders 2.21.1 To assist in the examination, evaluation and comparison of tenders the New KCC may, at its discretion, ask the tenderer for a clarification of its tender. The request for clarification and the response shall be in writing, and no change in the prices or substance of the tender shall be sought, offered, or permitted. 2.21.2 Any effort by the tenderer to influence the New KCC in the New KCC s tender evaluation, tender comparison or contract award decisions may result in the rejection of the tenderers tender. 14

2.22 Preliminary Examination 2.22.1 The New KCC will examine the tenders to determine whether they are complete, whether any computational errors have been made, whether required sureties have been furnished, whether the documents have been properly signed, and whether the tenders are generally in order. 2.22.2 Arithmetical errors will be rectified on the following basis. If there is a discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantify, the unit price shall prevail, and the total price shall be corrected. If the candidate does not accept the correction of the errors, its tender will be rejected, and its tender security forfeited. If there is a discrepancy between words and figures the amount in words will prevail 2.22.3 The New KCC may waive any minor informality or non-conformity or irregularity in a tender which does not constitute a material deviation, provided such waiver does not prejudice or affect the relative ranking of any tenderer. 2.22.4 Prior to the detailed evaluation, pursuant to paragraph 2.23 the New KCC will determine the substantial responsiveness of each tender to the tender documents. For purposes of these paragraphs, a substantially responsive tender is one, which conforms to all the terms and conditions of the tender documents without material deviations. The New KCC s determination of a tender s responsiveness is to be based on the contents of the tender itself without recourse to extrinsic evidence. 2.22.5 If a tender is not substantially responsive, it will be rejected by the New KCC and may not subsequently be made responsive by the tenderer by correction of the non conformity. 2.23 Conversion to Single Currency 2.23.1 Where other currencies are used, the New KCC will convert these currencies to Kenya Shillings using the selling exchange rate on the date of tender closing provided by the Central Bank of Kenya. 2.24 Evaluation and Comparison of Tenders 2.24.1 The New KCC will evaluate and compare the tenders which have been determined to be substantially responsive, pursuant to paragraph 2.22 2.24.2 The tender evaluation committee shall evaluate the tender within 30 days of the validity period from the date of opening the tender. 2.24.3 A tenderer who gives false information in the tender document about its qualification or who refuses to enter into a contract after notification of contract award shall be considered for debarment from participating in future public procurement. 2.25 Preference 2.25.1 Preference where allowed in the evaluation of tenders shall not exceed 15% 15

2.26 Contacting the New KCC 2.26.1 Subject to paragraph 2.21 no tenderer shall contact the New KCC on any matter related to its tender, from the time of the tender opening to the time the contract is awarded. 2.26.2 Any effort by a tenderer to influence the New KCC in its decisions on tender, evaluation, tender comparison, or contract award may result in the rejection of the Tenderer s tender. 2.27 Award of Contract (a) Post-qualification 2.27.1 In the absence of pre-qualification, the New KCC will determine to its satisfaction whether the tenderer that is selected as having submitted the lowest evaluated responsive tender is qualified to perform the contract satisfactorily. 2.27.2 The determination will take into account the tenderer financial, technical, and production capabilities. It will be based upon an examination of the documentary evidence of the tenderers qualifications submitted by the tenderer, pursuant to paragraph 2.12.3 as well as such other information as the New KCC deems necessary and appropriate. 2.27.3 An affirmative determination will be a prerequisite for award of the contract to the tenderer. A negative determination will result in rejection of the Tenderer s tender, in which event the New KCC will proceed to the next lowest evaluated tender to make a similar determination of that Tenderer s capabilities to perform satisfactorily. (b) Award Criteria 2.27.4 The New KCC will award the contract to the successful tenderer(s) whose tender has been determined to be substantially responsive and has been determined to be the lowest evaluated tender, provided further that the tenderer is determined to be qualified to perform the contract satisfactorily. (c ) New KCC s Right to Vary quantities 2.27.5 The New KCC reserves the right at the time of contract award to increase or decrease the quantity of goods originally specified in the Schedule of requirements without any change in unit price or other terms and conditions (d) New KCC s Right to accept or Reject any or All Tenders 2.27.6 The New KCC reserves the right to accept or reject any tender, and to annul the tendering process and reject all tenders at any time prior to contract award, without thereby incurring any liability to the affected tenderer or tenderers or any obligation to inform the affected tenderer or tenderers of the grounds for the New KCC s action 2.28 Notification of Award 2.28.1 Prior to the expiration of the period of tender validity, the New KCC will notify the successful tenderer in writing that its tender has been accepted. 16

2.28.2 The notification of award will constitute the formation of the Contract but will have to wait until the contract is finally signed by both parties 2.28.3 Upon the successful Tenderer s furnishing of the performance security pursuant to paragraph 2.28, the New KCC will promptly notify each unsuccessful Tenderer and will discharge its tender security, pursuant to paragraph 2.14 2.29 Signing of Contract 2.29.1 At the same time as the New KCC notifies the successful tenderer that its tender has been accepted, the New KCC will send the tenderer the Contract Form provided in the tender documents, incorporating all agreements between the parties. 2.29.2 The parties to the contract shall have it signed within 30 days from the date of notification of contract award unless there is an administrative review request. 2.29.3 Within thirty (30) days of receipt of the Contract Form, the successful tenderer shall sign and date the contract and return it to the New KCC. 2.30 Performance Security 2.30.1 Within Thirty (30) days of the receipt of notification of award from the New KCC, the successful tenderer shall furnish the performance security in accordance with the Conditions of Contract, in the Performance Security Form provided in the tender documents, or in another form acceptable to the New KCC. 2.30.2 Failure of the successful tenderer to comply with the requirements of paragraph 2.27 or paragraph 2.28 shall constitute sufficient grounds for the annulment of the award and forfeiture of the tender security, in which event the New KCC may make the award to the next lowest evaluated Candidate or call for new tenders. 2.31 Corrupt or Fraudulent Practices 2.31.1 The New KCC requires that tenderers observe the highest standard of ethics during the procurement process and execution of contracts when used in the present regulations, the following terms are defined as follows; (i) corrupt practice means the offering, giving, receiving, or soliciting of any thing of value to influence the action of a public official in the procurement process or in contract execution; and (ii) fraudulent practice means a misrepresentation of facts in order to influence a procurement process or the execution of a contract to the detriment of the New KCC, and includes collusive practice among tenderer (prior to or after tender submission) designed to establish tender prices at artificial non-competitive levels and to deprive the New KCC of the benefits of free and open competition; 2.31.2 The New KCC will reject a proposal for award if it determines that the tenderer recommended for award has engaged in corrupt or fraudulent practices in competing for the contract in question. 2.31.3 Further a tenderer who is found to have indulged in corrupt or fraudulent practices risks being debarred from participating in public procurement in Kenya. 17

Appendix to Instructions to Tenderers The following information regarding the particulars of the tender shall complement, supplement or amend the provisions of the instructions to tenderers. Wherever there is a conflict between the provision of the instructions to tenderers and the provisions of the appendix, the provisions of the appendix herein shall prevail over those of the instructions to tenderers INSTRUCTIONS TO TENDERERS REFERENCE PARTICULARS OF APPENDIX TO INSTRUCTIONS TO TENDERS 2.1.1 Attach Copies of certificates of: - Business Registration, KRA VAT registration, KRA PIN registration, Current Business license, Documentation of partnership with SAP and Certificate of Incorporation, KRA Tax Compliance 2.14.1 Bid security required of KSh. 250,000.00 in form of a Bank Guarantee from a reputable Bank or Insurance company approved by Public Procurement Oversight Authority 3.7.1 The Successful bidder will be required to place a Performance bond equivalent to 10% of the Contract Price. 2.18.1 Tender closing date (deadline for submission of tenders) is 10.00am 2.20.1 Tender opening date is 13 th MAY 2015 at 10.00am 3.0 GENERAL CONDITIONS OF CONTRACT 3.1 Definitions 3.1.1 In this Contract, the following terms shall be interpreted as indicated:- (a) The Contract means the agreement entered into between the New KCC and the tenderer, as recorded in the Contract Form signed by the parties, including all attachments and appendices thereto and all documents incorporated by reference therein. (b) The Contract Price means the price payable to the tenderer under the Contract for the full and proper performance of its contractual obligations 18

(c) (d) (e) The Goods means all of the equipment, machinery, and/or other materials, which the tenderer is required to supply to the New KCC under the Contract. The New KCC means the organization purchasing the Goods under this Contract. The Tenderer means the individual or firm supplying the Goods under this Contract. 3.2 Application 3.2.1 These General Conditions shall apply in all Contracts made by the New KCC for the procurement installation and commissioning of equipment 3.3 Country of Origin 3.3.1 For purposes of this clause, Origin means the place where the Goods were mined, grown or produced. 3.3.2 The origin of Goods and Services is distinct from the nationality of the tenderer 3.4 Standards 3.4.1 The Goods supplied under this Contract shall conform to the standards mentioned in the Technical Specifications. 3.5 Use of Contract Documents and Information 3.5.1 The tenderer shall not, without the New KCC s prior written consent, disclose the Contract, or any provision therefore, or any specification, plan, drawing, pattern, sample, or information furnished by or on behalf of the New KCC in connection therewith, to any person other than a person employed by the tenderer in the performance of the Contract. 3.5.2 The tenderer shall not, without the New KCC s prior written consent, make use of any document or information enumerated in paragraph 3.5.1 above 3.5.3 Any document, other than the Contract itself, enumerated in paragraph 3.5.1 shall remain the property of the New KCC and shall be returned (all copies) to the New KCC on completion of the Tenderer s performance under the Contract if so required by the New KCC 3.6 Patent Rights 3.6.1 The tenderer shall indemnify the New KCC against all third-party claims of infringement of patent, trademark, or industrial design rights arising from use of the Goods or any part thereof in the New KCC s country 3.7 Performance Security 3.7.1 Within thirty (30) days of receipt of the notification of Contract award, the successful tenderer shall furnish to the New KCC the performance security in the amount specified in Special Conditions of Contract. 19

3.7.2 The proceeds of the performance security shall be payable to the New KCC as compensation for any loss resulting from the Tenderer s failure to complete its obligations under the Contract. 3.7.3 The performance security shall be denominated in the currency of the Contract, or in a freely convertible currency acceptable to the New KCC and shall be in the form of a bank guarantee or an irrevocable letter of credit issued by a reputable bank located in Kenya or abroad, acceptable to the New KCC, in the form provided in the tender documents. 3.7.4 The performance security will be discharged by the New KCC and returned to the Candidate not later than thirty (30) days following the date of completion of the Tenderer s performance obligations under the Contract, including any warranty obligations, under the Contract 3.8 Inspection and Tests 3.8.1 The New KCC or its representative shall have the right to inspect and/or to test the goods to confirm their conformity to the Contract specifications. The New KCC shall notify the tenderer in writing in a timely manner, of the identity of any representatives retained for these purposes. 3.8.2 The inspections and tests may be conducted in the premises of the tenderer or its subcontractor(s), at point of delivery, and/or at the Goods final destination. If conducted on the premises of the tenderer or its subcontractor(s), all reasonable facilities and assistance, including access to drawings and production data, shall be furnished to the inspectors at no charge to the New KCC. 3.8.3 Should any inspected or tested goods fail to conform to the Specifications, the New KCC may reject the equipment, and the tenderer shall either replace the rejected equipment or make alternations necessary to make specification requirements free of costs to the New KCC. 3.8.4 The New KCC s right to inspect, test and where necessary, reject the goods after the Goods arrival shall in no way be limited or waived by reason of the equipment having previously been inspected, tested and passed by the New KCC or its representative prior to the equipment delivery. 3.8.5 Nothing in paragraph 3.8 shall in any way release the tenderer from any warranty or other obligations under this Contract. 3.9 Packing 3.9.1 The tenderer shall provide such packing of the Goods as is required to prevent their damage or deterioration during transit to their final destination, as indicated in the Contract. 3.9.2 The packing, marking, and documentation within and outside the packages shall comply strictly with such special requirements as shall be expressly provided for in the Contract 3.10 Delivery and Documents 20

3.10.1 Delivery of the Goods shall be made by the tenderer in accordance with the terms specified by New KCC in its Schedule of Requirements and the Special Conditions of Contract 3.11 Insurance 3.11.1 The Goods supplied under the Contract shall be fully insured against loss or damage incidental to manufacturer or acquisition, transportation, storage, and delivery in the manner specified in the Special conditions of contract. 3.12 Payment 3.12.1 The method and conditions of payment to be made to the tenderer under this Contract shall be specified in Special Conditions of Contract 3.12.2 Payments shall be made promptly by the New KCC as specified in the contract 3.13 Prices 3.13.1 Prices charged by the tenderer for goods delivered and services performed under the Contract shall not, with the exception of any price adjustments authorized in Special Conditions of Contract, vary from the prices by the tenderer in its tender. 3.13.2 Contract price variations shall not be allowed for contracts not exceeding one year (12 months) 3.13.3 Where contract price variation is allowed, the variation shall not exceed 10% of the original contract price. 3.13.4 Price variation request shall be processed by the New KCC within 30 days of receiving the request. 3.14. Assignment 3.14.1 The tenderer shall not assign, in whole or in part, its obligations to perform under this Contract, except with the New KCC s prior written consent 3.15 Subcontracts 3.15.1 The tenderer shall notify the New KCC in writing of all subcontracts awarded under this Contract if not already specified in the tender. Such notification, in the original tender or later, shall not relieve the tenderer from any liability or obligation under the Contract 3.16 Termination for default 3.16.1 The New KCC may, without prejudice to any other remedy for breach of Contract, by written notice of default sent to the tenderer, terminate this Contract in whole or in part (a) if the tenderer fails to deliver any or all of the goods within the periods) specified in the Contract, or within any extension thereof granted by the New KCC (b) if the tenderer fails to perform any other obligation(s) under the Contract 21

(c) if the tenderer, in the judgment of the New KCC has engaged in corrupt or fraudulent practices in competing for or in executing the Contract 3.16.2 In the event the New KCC terminates the Contract in whole or in part, it may procure, upon such terms and in such manner as it deems appropriate, equipment similar to those undelivered, and the tenderer shall be liable to the New KCC for any excess costs for such similar goods. 3.17 Liquidated Damages 3.17.1. If the tenderer fails to deliver any or all of the goods within the period(s) specified in the contract, the New KCC shall, without prejudice to its other remedies under the contract, deduct from the contract prices liquidated damages sum equivalent to 0.5% of the delivered price of the delayed items up to a maximum deduction of 10% of the delayed goods. After this the tenderer may consider termination of the contract. 3.18 Resolution of Disputes 3.18.1 The New KCC and the tenderer shall make every effort to resolve amicably by direct informal negotiation and disagreement or dispute arising between them under or in connection with the contract 3.18.2 If, after thirty (30) days from the commencement of such informal negotiations both parties have been unable to resolve amicably a contract dispute, either party may require adjudication in an agreed national or international forum, and/or international arbitration. 3.19 Language and Law 3.19.1 The language of the contract and the law governing the contract shall be English language and the Laws of Kenya respectively unless otherwise stated. 3.20 Force Majeure 3.20.1 The tenderer shall not be liable for forfeiture of its performance security or termination for default if and to the extent that it s delay in performance or other failure to perform its obligations under the Contract is the result of an event of Force Majeure. 4.0 SPECIAL CONDITIONS OF CONTRACT 4.1. Special Conditions of Contract shall supplement the General Conditions of Contract. Whenever there is a conflict, between the General Conditions of Contract and the Special Conditions of Contract, the provisions of the Special Conditions of Contract herein shall prevail over these in the General Conditions of Contract. 4.2. Special conditions of contract as relates to the GCC 22

REFERENCE OF GCC SPECIAL CONDITIONS OF CONTRACT 3.18.1 Resolutions of disputes shall be governed by the laws of Kenya 4.3 Bidders must attach all statutory Government registration Certificates including Company Registration Certificate, KRA PIN Certificate, KRA Tax Compliance Certificate, Valid Business Trading Licence. 4.4 Bidders must provide valid documentation of SAP partnership with SAP All-in-One authorization. 4.5 Bidders must fill, sign and Stamp the confidential business questionnaire form 4.6 Bidders must fully fill, sign and stamp the Form of Tender 4.7 Bid Prices must remain valid for 90 days from Tender Closing date. 4.8 Tenders must be accompanied by a bid Security of KShs. 250,000.00 in form of a Bank Guarantee from a reputable Bank or Insurance company approved by PPOA valid for 120 days from the Tender closing date. The bid security forms part of technical proposal. 4.9 The successful bidder will be required to present a performance bond equivalent to 10% of the total Tender Sum from a reputable Bank valid for 30 days beyond the completion date. 4.10 Any advance payment must have a Bank Guarantee from a reputable bank equivalent of the advance amount and valid up to completion period. 4.11 Bidders must provide at least 10 detailed CVs of their consultants with proven track record as pertains to this tender. The proposed staff must have relevant qualifications and experience as pertains to this tender. 4.12 Bidders must provide at least 2 reference sites where they have provided similar services. This must be duly certified by the client. 4.13 Bidders with partnerships with youth, women and persons with disabilities companies must produce a valid registration certificate of the partners as Youth owned enterprises/disadvantaged groups (women and persons with disabilities) by the National Treasury. 4.14 Bidders should show proof of competence in SAP certified mobile application development. 23

RESPONSIVE BIDS Bids will be evaluated on their responsiveness to the general and specific requirements laid out in the technical specifications. Bids which fail in any critical items will be technically disqualified. All the general requirements in the Tender are Mandatory and must be met by every bidder. The scores for the technical requirements will be distributed as follows: Item Scores 1 Proposed Solution Map to New KCC Specifications 10 2 Project Implementation methodology 10 3 Qualifications and Experience of Bidder 10 4 Qualifications and experience of key technical personnel 35 5 Partnership with youth/women/persons with disabilities company 5 TOTAL 70 Only the bidders scoring 55 out of 70 and above will be considered technically responsive. The financial proposals with the lowest evaluated bid price will be the highest commercially responsive. Note that the lowest evaluated bid shall be determined by an apples to apples price and quantity comparison and NOT necessarily the lowest Form of Tender Price. Financial proposals shall be scored by percentage with the lowest evaluated bid being allocated 30%. The formula Pc =Lp/P x 30 shall be used where: Pc = Percentage allocated to price P Lp = Lowest evaluated price The technical score will be allocated 70% and the price 30%, the combination of which shall be out of 100%. 24

5.0 TECHNICAL SPECIFICATIONS New KCC requires to procure services for the provision of SAP application management support for a period of 3 years. The purpose of this is to ensure optimal system availability through timely technical and functional support including adequate knowledge transfer. The Application Management Support (AMS) service provider must be an authorized SAP All-in-One solution Partner. As part of our support for skills enhancement in the youth, partnership with a youth and women company will have an added advantage Solution Delivery The following section gives a brief on the approach and methodology for AMS Service Delivery and the scope of the project in terms of the SAP modules / functionalities that are implemented. Services required to be performed by the provider are detailed in the Statement of Work (SOW) of this document and shall specify the exact scope of Service, the delivery dates, specifications and other terms and conditions required to be adhered to by AMS provider in providing SAP ERP support services at NKCC. New KCC seeks to adopt a dual-step process towards solution approach. The solution approach begins with a Knowledge Transfer phase followed by a Support Delivery phase. The activities described in detail under subsequent sections of this document will be carried out on a Mixed Model of Onsite / Offsite delivery ensuring provision of the best support services to suit the specific requirements of NKCC. Location of AMS Service Delivery The SAP ERP AMS services will be provided across the New KCC network which include the following locations: New KCC Head Office at Creamery House with application access across the entire network namely; Dandora, Nakuru, Kiganjo, Nyahururu, Eldoret, Naivasha, Runyenjes, Githumu, Kangema, Eldama Ravine, Ainabkoi, Iten, Lessos, Kapsabet, Kitale, Sotik, Kisumu, Kericho, Nanyuki and Mombasa over an MPLS Wide Area Network. Methodology The envisaged approach is driven by the operational needs of the stake holders combined with business drivers. The systems and procedures should bring operational ease and continual improvements in the processes. This can be described in three phases as below. Assessment: The primary objective of this phase is to assess the current landscape of the systems. The primary objective of this phase is to assess the current landscape of the systems. Understand the key business Processes and the relevance of these processes in the current business environment. Key activities in this phase are as following Prepare the process inventory of all the business processes currently configured in the system and as well as being used by the End Users Identify the process owners for each of the processes 25

Process workshops for each of the business processes to understand the current practices and key challenges Identify the KPI Identify the business processes having the maximum impact on KPI s Analysis: This phase primarily documents the findings from the process workshops and identifies the gaps, areas of improvement and/or alternatives solutions for the requirements generated. Activities include: Identify the areas of process improvements and alternate solutions Design and document the solutions which are possible in current version of SAP Conduct To-Be workshops to get the concurrence from the business on the proposed solutions Conduct Proof of Concept workshops along with Process owners Create Proof of Concepts for the identified business processes and show case it to the business process owners Advancements: This phase consolidates all the recommendations of the analysis phase linking to the business drivers and generates separate implementation plans for these initiatives. These Initiatives will be taken and implemented as part of the ongoing Application Management Services. Activities: Consolidate various solutions proposed and create an implementation plan for the identified solutions. Statement of Work The Following Section Describes the detail scope of work for providing AMS services at NKCC. Scope of Work The scope of AMS service provision will be to all NKCC SAP users across all implemented modules. It will include support for all Level 1, Level 2 and Level 3 SAP issues and requests that are reported to the NKCC Support help desk for SAP A1 Production system. Key activities covered under production support include: o Transactions o Testing o Data fixes (Resolution for issues arising out of data mismanagement but not responsible for data entry) o Minor to medium changes to current business process. 26

The Provider s support team will attend to the configuration issues in addition to the transactional support issues, in the implemented scope of the SAP system at NKCC. However, to stabilize the system, the configuration change issues will be limited to the mandatory and critical requirements and will be subject to the approval of the top management from NKCC and the provider of the service. Provision of Services The work to be carried out by the provider will aim at supporting and maintaining the existing SAP ERP system by a team of both onsite and offsite functional resources. The provider shall be responsible for providing suitable substitutes to his team members in situations where they shall not be available. The envisaged schedule for the functional support will be as follows. Support Team Availability and Performance To ensure effective support process, the Provider s deliverables will be governed under a Service Level Agreement (SLA) as agreed with NKCC. A joint team from NKCC and the provider shall monitor the performance of the SLAs and provide monthly reports to the designated management team. The reports may include issues related to the following: Support Availability Support consultants from the provider will be available on Twelve hours a day and Seven day a week based on the working hours of New KCC. Holidays of NKCC are treated as non-working days for the support team. Support Response - Response from help desk during working hours will depend on the SLA Support Resolution - Resolution from help desk during the working hours will depend on the SLA The reports provided to the management team should help identify issues related to the following: Better tracking of calls to resolution. Ability to review outstanding issues. Escalation of issues, if necessary Application Scope The ongoing support and maintenance will constitute all the below SAP Modules 1. Finance and Controlling 2. Sales and Distribution 3. Materials Management 4. Production Planning 5. Quality Management 6. Plant Maintenance 7. Human Resources and Payroll 8. Customer Relationship Management 9. Document Management System (DMS): 10. Basis/Netweaver 11. Customisation of Workflow 27

12. Management of Guixt(Liquid) for android and IOS 13. Customisations and Integrations: All ABAP developments including the Interface for Smartweigh Milk weighing system (Serbry); All integration works with business solutions including with Microsoft products specifically with Sharepoint for document management, forms access etc. and Exchange Server for internal and external communication. The scope of work includes providing production support to the existing SAP installation and following activities are considered in scope 1. Accessing Help Desk at frequent intervals to monitor the support requests and respond. 2. Carrying out minor configuration changes for new requirements / new processes. Minor configuration is an activity that can be completed in 2 Man days for the SAP modules mentioned above. 3. Carrying out any configuration changes resulting from legislative, statutory or industry requirements. 4. Specifications for new report development 5. Documenting any configuration changes made 6. Functional Help in the form of clarifications related to existing functionality implemented in SAP system 7. Testing of Modification/ Configuration work before moving the same to production system. 8. Manage as per Service Level Agreements. Additional Information on Scope Scope: 1. Only those modules that are implemented at NKCC will be supported and are covered as scope of this request for proposal 2. The Support of the proposed modules will include tasks to build interface with third party software s or in house systems Service Level Agreement (SLA) This SLA sets forth certain required levels of service that the provider is required to meet in performing the Services during the Term of the Agreement. The Service provider will continue to measure the outputs for key services and if necessary take corrective actions to provide improvement of the process. Service levels may be added or changed during the quarterly reviews as provided by this agreement to reflect greater emphasis on end user requirements, delivery and reflect changes in the overall operational portfolio. SLA Blackouts: SLA black out periods could be caused by: Required upgrades to infrastructure (e.g. Operating system, Database, upgrades etc.) Significant changes to Business Processes Failure of other third party vendor equipments like server hardware, networking, operating system, and other than SAP software. 28

Performance Measurement and Reporting SLAs shall be measured on a monthly basis. The Service Provider s project manager shall submit to NKCC in the first week of the calendar month, a performance report, which shall document the performance with respect to the service levels during the previous month. These reports will form the basis for the quarterly reviews for the Service level metrics and or addition / changes to the schedule. Priority Levels To identify the criticality and response requirements of the business the following priorities are defined Code Priority Description H High The issue is a business stopper. M Medium The issue is not a business stopper but need to be resolved at the earliest. L Non-Critical (Low) The issue is not a business stopper. Users indicate that the system can be used to transact business, but support is necessary. Problem Complexity For the purpose of Estimation of the delivery targets, the following complexity levels have been defined and suggested support process is also indicated, which will be used in the service level classification. Complexity Simple Medium Complex Vendor Related Issue Support a)user is unable to understand transaction and not able to proceed. b) User has entered a wrong data in the transaction and need support in correction. User has encountered a problem where the transaction was working properly earlier. This requires error identification and analysis. a) Support for period closing. Support in tallying balances. b) Issues related to functionalities not covered in implementation. Needs development of Functional Specifications. Software Bug related issues/patches Typical Resolution of Support Requests The Resolution times specified in this Agreement are a target level for achievement during the period of the contract and will be used as the basis for defining and redefining the levels. Percentage conformances are measured in period of three months horizon. Priority SLA Elapsed time High (Top priority) Response Time 30 Minutes Impacts Business. Case Update 1 Hours Internal Escalation 1 Hours 29

Major Impact on Business / Operation cannot continue Medium User Hampered but work around available Low User can continue with other work; One function that is not critical to the business process does not work Client Escalation Target Resolution Response Time Case Update Internal Escalation Client Escalation Target Resolution Response Time Case Update Internal Escalation Client Escalation Target Resolution 2 Hours 8 Hours 4 Hours 6 Hours 8 Hours 12 Hours 2 Days 1 Day 2 Days 3 Days 4 Days 7 days NKCC will highlight its Highly Critical / Medium Critical / Non-critical needs to enable prioritization and avoid crisis situations. The provider will study and refine the SLA during the first three months of support and will come out with a refined SLA after this period. The provider will then adhere to the refined SLA s from the fourth month. SLA Management SLA once defined will need to be monitored after implementation. This is achieved by various monitoring and reporting mechanisms. SLA management will help to focus on the achievement of targets, the understanding of the delays and the preventive measures that could be undertaken to avoid such repetitions. The diagram below highlights the process flow to be used for SLA management. 30

Support Process All issues and requests reported to the help desk will conform to the following execution model. The coordinator will assess the priority level and categorize the issue and route to the appropriate solution support group team member. Support Call NKCC help desk receives the support call and gets logged. The issue is passed on to the Solution Support group. Assess Priority Issue Definition The functional leads assess the priority and categorize the issue into level 1, 2 or 3. Within the agreed response time, tickets would be updated with the problem details. If additional information is required, Provider s consultants will coordinate with the Business Process Owners to get it. The tickets would be updated regularly to give visibility of their status. Evaluate Issue Analysis & Issue Categorization Based on the functional area the issue is analyzed for: Enhancement, configuration, SAP development issue, ABAP change, Lack of training, User Error. Upon understanding the problem, Providers consultant would analyze the impact and effort required for resolution and updates the ticket with estimated time for resolving the issue. Issue analysis may involve problem simulation in test systems. Resolve Issue Resolution The necessary change or fix is applied in the DEV system and follow the change management process. In case configuration changes and/or ABAP development is required, the solution would be developed in the development system and results validated. Upon successful resolution of the issue, the changes would be transported to the test system for user testing. Unit and Regression Test: The support group will perform necessary unit testing and a fair amount of regression testing in DEV and QA environments.\ Train End User / CORE TEAM: In case of introducing a new functionality as part of Bug Fixing or Localization, The provider would develop a Functional Solution Document and train end users and CORE Team s. Production Validation All Configuration changes or development objects will be approved through a Transport Change Request duly approved by NKCC Support Manager / Head of ICT. The transports would then be moved to production upon acceptance of the solution by the end user/core TEAM. In production, the provider s consultant would validate whether the changes have been moved to production correctly before marking the issue as closed. Production Support Management The service provider will carry out production support management and report to NKCC Support Manager. Status reports would be submitted at identified intervals during steady state with details like: 31

Number of open, closed and back log cases. Number of High, Medium and Low Priority cases. SLA Adherence statistics Document: All necessary updates to the documents will be done by the support team. DELIVERABLES: The provider shall develop, implement and measure a solution support operations guide covering: o support organization o roles and responsibilities o problem initiation, escalation and resolution plan o change management o Weekly review on issue resolution report o Unit and Regression test reports o Monthly status report on: o Performance metrics o Issue log o SLA conformance o Input for training programs Stabilizing the Environment This will aim to deliver contracted services, support additional requirements and provide insight into opportunities for Improvement. Delivery management User enablement Business advisory Enhancements and changes Maintenance (Preventive and corrective) ICT infrastructure Management Governance Model The AMS provider NKCC relationship will be achieved through the following proposed Governance model. Sustained cost reduction through strategic partnership Focus on core competencies Scalability - flexible resource availability Process maturity and improved quality of service The Governance Model will have the framework: 32

Project Management The aim will be to monitor the performance of a project against its pre-set objectives. The various elements of project management would be: Project tracking Communication and escalation plan Managing and mitigating risks The Provider s Project Manager and the corresponding NKCC Project Manager will perform this activity jointly. The Service provider will provide weekly reports in a predecided format, which will help track progress of the project/program. Risks will be identified and mitigation frameworks will be set up prior to the commencement of every project. Program Management will aim to achieve goals and objectives at an application/platform level, where multiple projects may be running simultaneously. Some of the objectives may be: Managing Architecture across projects Leveraging Synergies between projects (skills, design etc.) Developing and deploying uniform processes across an application/platform All such programs will be identified and the objectives behind the provider s participation will be laid out in measurable terms at the beginning of the program. Account Management At the account level, the Governance model will seek to monitor the following elements: Objective Setting and Measurement At the beginning of each operating year, the overall objectives for the account will be set out between the Service Provider Account Manager, the Relationship manager and the NKCC Sponsor. Some of the objectives will cover: o Cost and Savings targets o Productivity targets o Overall Service Levels 33