REQUEST FOR PROPOSAL (RFP) FOR
IMPLEMENTATION OF PAYMENT GATEWAY SOLUTION
AND
ACCESS CONTROL SERVER SOLUTION UNDER OUTSOURCED MODEL
Tender Notice
Union Bank of India invites sealed offers from established vendors for Implementation of Payment Gateway Solution and Access Control Server Solution under outsourced model. Please visit the bank’s website www.unionbankofindia.co.in or the Government portal www.tenders.gov.in for details. RFP forms can be downloaded from the website.
TABLE OF CONTENTS
INTRODUCTION………...5
1. OBJECTIVE ... 5
2. BID SCHEDULE ... 5
DISCLAIMER ... 7
3. INSTRUCTIONS FOR BIDDERS ... 8
3.1. Introduction ... 8
3.2. Broad Scope of Work ... 8
3.3. Eligibility Criteria ... 9
3.4. RFP Ownership ... 10
3.5. Proposal ownership ... 10
3.6. Cost of Bidding ... 10
3.7. Content of Bidding Documents... 10
3.8. Clarification on Bidding Documents ... 10
3.9. Amendment of Bidding Documents ... 11
3.10. Language of Bid ... 11
3.11. Proposed Costs ... 11
3.12. Bid Prices ... 11
3.13. Bid Currencies ... 12
3.14. Documents Establishing Bidder’s Eligibility and Qualifications ... 12
3.15. Documents Establishing Eligibility of Services ... 12
3.16. Bid Security ... 12
3.17. Period of Validity of Bids ... 13
3.18. Format for Signing the Bid ... 13
3.19. Deadline for Submission of Bids ... 14
3.20. Late Bids ... 14
3.21. Modification and Withdrawal of Bids... 14
3.22. Evaluation of Bids ... 14
3.23. Rules for Re-auction ... 15
3.24. No Price Variation ... 15
3.25. Contacting the Bank ... 15
3.26. Bank’s Right to Accept Any Bid and to Reject Any or All Bids ... 16
3.27. Notification of Award ... 16
3.28. Signing of Contract ... 16
3.29. Service Level Agreement ... 16
3.30. Performance Security ... 17
3.31. Delays in the Bidders’ Performance ... 17
3.32. Liquidated damages ... 17
3.33. Arbitration / Resolution of Disputes ... 18
3.34. Jurisdiction ... 18
3.35. Audit... 18
3.36. Payment Terms ... 18
3.39. Start of Services ... 19
3.40. Business Continuity Plan / DR Site ... 19
3.41. On-site visit / Reference Site Visit ... 20
3.42. Right of Rejection ... 20
3.43. Penalty for Non-performance during Production and Operation ... 20
3.44. Termination for Default / Order Cancellation / Exit Clause ... 20
3.45. Liability on account of any System Compromise ... 21
3.46. Force Majeure ... 21
3.47. Bidder Utilisation of Know- How and Personnel for Competitors ... 22
3.48. Limitation on Promotion ... 22
3.49. Indemnity... 22
3.50. Patent Rights ... 23
3.51. Confidentiality ... 23
3.52. Limitation of Liability ... 24
4. TECHNICAL AND FUNCTIONAL SPECIFICATIONS... 25
4.1. Compatibility with the Banks infrastructure ... 25
4.2. Infrastructure and Connectivity ... 25
4.3. System Uptime ... 26
4.4. Reconciliation ... 27
4.5. Certification ... 27
4.6. Solution Specification ... 27
i. Payment Gateway ... 27
ii. Access Control Server Solution ... 34
ANNEXURE 1: DECLARATION BY THE BIDDER ... 36
ANNEXURE 2: BIDDER’S ORGANISATION PROFILE ... 37
ANNEXURE 3: UNDERTAKING BY THE BIDDER... 38
ANNEXURE 4: BID FORM ... 39
ANNEXURE 5: LETTER OF AUTHORISATION TO SUBMIT THE BID ... 41
ANNEXURE 6: BID SECURITY ... 42
ANNEXURE 7: PERFORMANCE BANK GUARANTEE ... 43
ANNEXURE 8: NON DISCLOSURE AGREEMENT ... 44
ANNEXURE 9: INDICATIVE COMMERCIAL BID FORMAT ... 47
ANNEXURE 10: ELIGIBILITY CRITERIA COMPLIANCE CHECKLIST ... 49
ANNEXURE 11: REVERSE AUCTION PROCESS ... 50
ANNEXURE 12: COMPLIANCE STATEMENT FOR REVERSE AUCTION ... 56
ANNEXURE 13: LETTER OF AUTHORISATION FOR REVERSE AUCTION .... 58
INTRODUCTION:
Union Bank of India, headquartered at Union Bank Bhavan, 239, Vidhan Bhavan Marg, Nariman Point, Mumbai – 400020, having its Technology Centre at 1/1A, Adi Sankaracharya Marg, Opposite Powai Lake, Andheri East, Mumbai – 400072, is one of the top five public sector banks in India. Bank has over 4100+ CBS branches and 6450+ ATMs installed across the country.
Union Bank of India is also sponsoring the RRB - Kashi Gomti Samyut Gramin Bank, which is having 400+ CBS branches with 35 ATMs.
1. Objective
Union Bank of India (hereinafter called as “Bank” or “the Bank”) has decided to outsource Payment Gateway (PG) solution which supports and enables e-payments and e-commerce through Visa / MasterCard / Maestro / RuPay cards and also through Internet Banking /IVR / IMPS/ Wallets etc. The solution should include fraud risk management for payment gateway transactions and also Access Control Server Solution for providing additional authentication and validation for use of the Visa/MasterCard/RuPay debit/credit cards issued by the Bank and the RRB sponsored by the Bank.
2. Bid Schedule
2.1.Union Bank of India intends to issue this Bid document, hereinafter called “RFP” or “Bid”, to eligible Service Provider in India, hereinafter called as “Bidders” or “Vendors” or “Service Providers”, to participate in the competitive bidding for Payment Gateway Solution and Access Control Server Solution under outsourced model. The Bank, for this purpose, invites proposal from Bidders. The ‘Request for Proposal’ (RFP) document is now being issued to enable Bidders to submit their responses to the Bank.
2.2.Bidder who is interested in participating in this RFP must fulfill the eligibility criteria mentioned in the document and should also be in a position to provide a comprehensive solution which complies with technical and functional specifications sought by the Bank
2.3.The Bidder must also agree to all our terms and conditions mentioned under this RFP.
2.4.The Bidding Document may be obtained from the Bank as under or downloaded from Bank’s website www.unionbankofindia.co.in and the Bid should be submitted to the office of Union Bank of India as under.
2.5.Incorrect or incomplete information in the Bid may lead to non-selection / disqualification.
Important dates and other details:
Fees for RFP Document (Non-refundable)
` 10,000/-
Rupees Ten Thousand Only
Earnest Money Deposit (Bid
Security)
` 10,00,000/- only Rupees Ten Lakhs Only
RFP (Bid) Validity 180 days from the last date stipulated for
the receipt of RFP (Bid) responses
Date of commencement RFP 21-05-2015 at 1100 hrs
Last date for receipt of RFP queries 28-05-2015 at 1500 hrs Last date for receipt of RFP
responses
15-06-2015 at 1600 hrs Date and time of opening of Bids 15-06-2015 at 1615 hrs
Contact to Bidders Interested Bidders are requested to send an
email to: [email protected] [email protected] [email protected] [email protected] [email protected]
The email should contain the following information so that in case of any clarification, the same may be issued to them:
Name of the Company, Contact Person, Mailing Address with PIN code,
Telephone Nos. email-id etc. Address for communication, pre-bid
meeting and submission of Bids
Union Bank of India, Technology Centre,
1/1A, Adi Sankaracharya Marg, Opposite Powai Lake,
DISCLAIMER
a) The information contained in this Request for Proposal (RFP) document or information provided subsequently to Bidder(s) or applicant(s) whether verbally or in documentary form by or on behalf of Union Bank of India (Bank), is provided to the Bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided.
b) This RFP is neither an agreement nor an offer and is only an invitation by Bank to the interested parties for submission of Bids. The purpose of this RFP is to provide the Bidder(s) with information to assist the formulation of their proposals. This RFP does not claim to contain all the information each Bidder may require. Each Bidder should conduct its own investigations and analysis and should check the accuracy, reliability and completeness of the information in this RFP and where necessary obtain independent advice. Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. Bank may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP.
c) This is not an offer by the Bank but only an invitation to Bid in the selection process initiated by the Bank. No contractual obligation whatsoever shall arise from the RFP process until a formal contract is executed by the duly authorized signatory of the Bank and the Bidder.
d) Bank reserves the right to change the dates, timings mentioned above or elsewhere mentioned in the RFP, which will be communicated by placing the same as corrigendum under Tender section on Bank’s web-site.
e) The Bank reserves the right to reject this invitation to offer in part or full, or cancel the entire process at any stage without assigning any reason.
f) Subject to any law to the contrary, and to the maximum extent permitted by law, Bank and its officers, employees, contractors, agents, and advisers disclaim all liability from any loss or damage (whether foreseeable or not) suffered by any person acting on or refraining from acting because of any information, including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the loss or damage arises in connection with any negligence, omission, default, lack of care or misrepresentation on the part of Bank or any of its officers, employees, contractors, agents, or advisers.
3. Instructions for Bidders
3.1. Introduction
3.1.1. Bank invites offers from prospective Bidders for implementation of Payment Gateway Solution and Access Control Server Solution under outsourced model.
3.1.2. The selected Bidder would be responsible for the solution in the entirety and would also have to support the requisite certifications etc. 3.1.3. The selected Bidder will also have to manage the day-to-day operations
including, reconciliations.
3.1.4. The solution should consist of the payment gateways, fraud risk management along with the access control server. Solution proposed in the Bid should cover all theses functionalities. Bids in which the proposed solution does not cover any or all of these functionalities are liable to be rejected.
3.2. Broad Scope of Work
3.2.1. The solution should accept Debit / Credit cards (Visa, MasterCard, Maestro and RuPay) in addition to internet banking / wallet transactions done through various channels like Internet, Mobile phone, IVR etc. The Bank will use existing tie-up with aggregators for acquiring Internet Banking transactions.
3.2.2. The solution should be scalable and should comply with international standards like PCI DSS etc and domestic standards specified by regulatory authorities like RBI / NPCI / Ministry of Finance or any other Government guidelines issued from time to time
3.2.3. The solution should have a rule based and real time fraud risk management capability.
3.2.4. The solution should interface with Visa/MasterCard/NPCI or any other interchange as desired by the Bank and have a direct interface to the Bank’s debit/credit card host without any additional cost to the Bank.
3.2.5. The access control server component should provide for Verified by Visa/MasterCard SecureCode/RuPay PaySecure authentication of e-commerce transactions initiated from the cards issued by the Bank. 3.2.6. The solution should have an uptime of 99.5% and should have a
dedicated connection to the Bank’s switch at Mumbai and DR site at Bangalore.
3.3. Eligibility Criteria
3.3.1. Bidder should be a company / partnership firm registered in India and should have been in operation for a period at least five years as on date of RFP.
3.3.2. Bidder should have implemented and/or managed Payment Gateway Solution successfully either on own premises or customer premises, for at least in one Bank or Banking, Financial Services and Insurance (BFSI) organisation in India or globally.
3.3.3. The Bidder should have yearly sales turnover of not less than Rs. 5 Crores during last three financial years i.e. 2011-12, 2012-13 and 2013-14.
3.3.4. The Bidder should be in operating profit excluding interest and taxes for the last three financial years i.e. 2011-12, 2012-13 and 2013-14. (Please provide audited annual reports, Balance Sheet, Profit and Loss Accounts for the same. In case the annual reports of the last financial year are not audited or financial year is not completed, the Bidder shall provide audited annual reports for the previous three financial years). 3.3.5. The hosting site for the proposed solution should be ISO 27001
certified. The proposed payment gateway and access control server solution should be PCI DSS certified.
3.3.6. The Bidder should not have been blacklisted by any of the Government/Regulatory Authorities or Public Sector Undertakings (PSUs). The Bidder shall give an undertaking on their letter head stating that the Bidder has not been black listed by any of the Government Authority or PSU. In case, in the past, the Bidder’s company / firm was blacklisted by any Govt. Authority or PSU, the name of such company / firm should have been removed from the black list as on date of submission of the tender, failing which the Bid shall be rejected. A declaration is to be provided to that effect as prescribed in Annexure 3.
3.3.7. The Bidder should have branch/ service centres at any one centre in India and list of branch / service centre / franchises with full details of Name, Address / Telephone Number should be attached.
Note: Bidder must comply with all the above mentioned criteria. Non-compliance of any of the criteria will entail rejection of the offer summarily. Photocopies of relevant documents / certificates should be submitted as proof in support of the claims made. The Bank reserves the right to verify / evaluate the claims made by the Bidder. The Bank also reserves the right to inspect such installation/s while evaluating the Bid.
3.4. RFP Ownership
3.4.1. The RFP and all supporting documentation are the sole property of Union Bank of India and should NOT be redistributed without the prior consent of Union Bank of India. Violation of this would be a breach of trust and shall, inter-alia, cause the Bidder to be irrevocably disqualified.
3.5.Proposal ownership
3.5.1. The proposal and all supporting documentation submitted by the Bidder shall become the property of Union Bank of India unless the Bidder specifically requests, in writing, that the proposal or the document be returned or destroyed.
3.6. Cost of Bidding
3.6.1. The Bidder should pay the Bid fees as prescribed in the Bid Schedule towards cost of RFP document. The cost of RFP fees shall be paid by a Banker’s Cheque / Demand Draft, issued by a nationalized / private / foreign bank in India, drawn in favour of Union Bank of India payable at Mumbai.
3.6.2. The Bidder shall bear all costs associated with the preparation and submission of its Bid, and the Bank will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the Bidding process.
3.7. Content of Bidding Documents
3.7.1. The Bidder is expected to examine all instructions, forms, terms and specifications in the Bidding document. Failure to furnish all information required by the Bidding document or to submit a Bid not substantially responsive to the Bidding document in every respect will be at the Bidder’s risk and may result in the rejection of the Bid.
3.8.Clarification on Bidding Documents
3.8.1. Bidder requiring any clarification of the Bidding document may notify the Bank in writing an e-mail. The e-mail ids for seeking clarifications and the date and time up to which clarifications / queries can be sought are indicated in the Bid Schedule.
3.8.2. Relaxation in any of the terms contained in the Bid, in general, will not be permitted, but if granted, the same will be put up on Bank’s website.
3.8.3. The document fees shall not be refunded in case the Bidder fails to submit the bids or submits a Bid which is not substantially responsive to the Bidding document in every respect.
3.9.Amendment of Bidding Documents
3.9.1. At any time prior to the deadline for submission of Bids, the Bank, for any reason, whether at its own initiative, or in response to a clarification requested by a prospective Bidder, may modify the Bidding Document, by amendment.
3.9.2. Notification of amendments will be put up on the Bank’s Website and will be binding on all Bidders.
3.9.3. In order to allow prospective Bidders reasonable time, in which to take the amendment into account in preparing their Bids, the Bank, at its discretion, may extend the deadline for the submission of Bids for a reasonable period as decided by the Bank.
3.10. Language of Bid
3.10.1.The Bid prepared by the Bidder, as well as all correspondence and documents relating to the Bid exchanged by the Bidder and the Bank, and supporting documents and printed literature shall be written in English.
3.11. Proposed Costs
3.11.1. The costs proposed for the proposed solution under outsourced model should be given for a contract period of 5 (five) years. Costs should be quoted in the manner as prescribed in Annexure 9.
3.11.2.The Bank reserves the right to extend the contract period for a period of two years at the same terms and conditions.
3.12. Bid Prices
3.12.1. Prices quoted as above shall be valid for a minimum period of 180 days from last date for submission of the tender
3.12.2. The Bidder cannot quote for the project in part.
3.12.3. Prices quoted by the Bidder shall be fixed during the Bidder’s performance of the Contract and shall not be subject to variation on any account, including exchange rate fluctuations, changes in taxes, duties, levies, charges etc. A Bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected.
3.13. Bid Currencies
3.13.1. Bids should be quoted in Indian Rupees only.
3.14. Documents Establishing Bidder’s Eligibility and Qualifications
3.14.1. The Bidder shall furnish, as part of its Bid, documents establishing the Bidder’s eligibility to Bid and its qualifications to perform the Contract, if its Bid is accepted.
3.14.2. The documentary evidence of the Bidder’s qualifications to perform the Contract, if its Bid is accepted, shall establish to the Bank’s satisfaction that adequate, specialized hardware and related software expertise are already available, to ensure that the support services are responsive and the Bidder will assume total responsibility for the fault-free operation of the solution proposed and maintenance of the same.
3.15. Documents Establishing Eligibility of Services
3.15.1. The documentary evidence of conformity of the services to the Bidding Documents may be in the form of literature, drawings, and data, and shall consist of:
a) A detailed description of the solution as mentioned in Technical and Functional requirements section.
b) A confirmation that, if the Bidder offers services through its partners’, such services operates efficiently and the Bidder is willing to accept responsibility for its successful operation.
3.16. Bid Security
3.16.1. The Bidder shall furnish, as part of its Bid, a Bid security as mentioned in the Bid Schedule.
3.16.2. The Bid security is required to protect the Bank against the risk of Bidder’s conduct, which would warrant the security’s forfeiture.
3.16.3. The Bid security shall be denominated in Indian Rupees and shall be in one of the following forms:
a) a bank guarantee issued by a nationalised / private / foreign bank in India (other than Union Bank of India), acceptable to the Bank, in the form as per format prescribed in Annexure 6 provided in the Bid document and valid for forty-five (45) days beyond the validity of the Bid,
b) a Banker’s Cheque / Demand Draft, issued by a nationalized / private / foreign bank in India (other than Union Bank of India), drawn in favour of Union Bank of India and valid for three months. 3.16.4. Any Bid, not secured as above, will be rejected by the Bank, as non -
responsive.
3.16.5. Unsuccessful Bidders’ Bid security will be discharged or returned as promptly as possible but not later than sixty (60) days after the expiration of the period of Bid validity prescribed by the Bank.
3.16.6. The successful Bidder’s Bid security will be discharged upon the Bidder signing the Contract and furnishing the performance security as prescribed in Annexure 7.
3.16.7. The Bid security may be forfeited:
a) if a Bidder withdraws its Bid during the period of Bid validity specified by the Bidder on the Bid Form; or
b) if a Bidder makes any statement or encloses any form which turns out to be false/incorrect at any time prior to signing of Contract; or c) in the case of a successful Bidder, if the Bidder fails;
i. to sign the contract; or
ii. to furnish Performance Security, as prescribed in Annexure 7.
3.17. Period of Validity of Bids
3.17.1. Bid shall remain valid for a period of 180 days from the last date of the submission of the Bid. A Bid valid for a shorter period shall be rejected by the Bank as non-responsive.
3.17.2. In exceptional circumstances, the Bank may solicit the Bidders’ consent for an extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security provided shall also be suitably extended. A Bidder may refuse the request without forfeiting its Bid security.
3.18. Format for Signing the Bid
3.18.1. The Bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the contract. The person or persons signing the Bids shall initial all pages of the Bid, except for un-amended printed literature.
3.18.2. In case the Bidder authorizes its agent, business partner or authorized distributor to submit the proposal on its behalf, a separate Authorization Letter as per format in Annexure 5, with a commitment
3.18.3. Any inter-lineation, erasures or overwriting shall be valid only if they are initialled by the person signing the Bids. The Bank reserves the right to reject Bids not confirming to above.
3.19. Deadline for Submission of Bids
3.19.1. Bids must be received by the Bank at the address specified, no later than the date & time specified in the Bid Schedule.
3.19.2. The Bank may, at its discretion, extend this deadline for the submission of Bids by amending the Bid Documents, in which case, all rights and obligations of the Bank and Bidders previously subject to the deadline will thereafter be subject to the deadline as extended.
3.20. Late Bids
3.20.1. Any Bid received by the Bank after the deadline for submission of Bids prescribed, will be rejected.
3.21. Modification and Withdrawal of Bids
3.21.1. The Bidder may modify or withdraw its Bid after the Bid’s submission, provided that written notice of the modification, including substitution or withdrawal of the Bids, is received by the Bank, prior to the deadline prescribed for submission of Bids
3.21.2. The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched. A withdrawal notice may also be sent by fax, but followed by a signed confirmation copy, postmarked no later than the deadline for submission of Bids.
3.21.3. No Bid may be modified after the deadline for submission of Bids. 3.21.4. No Bid may be withdrawn in the interval between the deadline for
submission of Bids and the expiration of the period of Bid validity specified by the Bidder on the Bid Form. Withdrawal of a Bid during this interval may result in the Bidder’s forfeiture of its Bid Security.
3.22. Evaluation of Bids
3.22.1. For commercial evaluation, the Bank will adopt ‘Reverse Auction’ process to finalise the Bidder for the project. The procedure for the reverse auction is mentioned in Annexure 11.
3.22.2. The Bidder should furnish indicative prices for the project in their Indicative Commercial Offer (C.O.) to facilitate finalizing the start Bid for ‘Reverse auction’ under E-Procurement process. The lowest Indicative commercials offer (total cost) may be considered as the
starting Bid of the reverse auction and not for deciding the L-1 status. Bank may also decide the starting Bid for reverse auction. Bidders should note that the indicative commercial offer is only considered for the purpose of conducting ‘Reverse auction’ process only.
3.22.3. The project would be awarded to the L-1 Bidder emerging from Reverse auction process.
3.23. Rules for Re-auction
3.23.1. During the process of reverse auctions, if there is either no Bids from logged in Bidders or only one Bidder puts up Bid/s, Bank may decide a re-auction by taking fresh Indicative prices from all qualified Bidders in sealed cover only, to amend the start price for Re-auction.
3.23.2. In case the start price for the Reverse Auction event is decided by Bank and there are no Bids or only one Bid/s by a single Bidder in the Reverse Auction, Bank may decide Re-Auction while further amending the start price.
3.23.3. Reverse auction will be valid only if two or more Bidders are participating in the reverse auction event.
3.24. No Price Variation
3.24.1. The commercial offer shall be in India Rupees and on a fixed price basis for 5 years. No price variation should be asked for relating to increases/decrease in customs duty, excise tax, other taxes and foreign currency price variation etc during offer validity period. However Bank may review the services and annual charges on yearly basis.
3.24.2. Similarly, there should not be any price variation relating to increase in customs duty, excise tax, other taxes and foreign currency price variation etc., during contract period. However, during contract period, if there is any reduction in government levies / taxes, the same shall be passed on to the Bank.
3.24.3. During contract period, the increase or decrease in service taxes and any new tax levied by Government for the services subscribed by the Bank under this tender will be to the Bank’s account.
3.25. Contacting the Bank
3.25.1. No Bidder shall contact the Bank on any matter relating to its Bid, from the time of opening of Bid to the time the Contract is awarded.
3.25.2. Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation, Bid comparison or contract award may result in the rejection of the Bidder’s Bid.
3.26. Bank’s Right to Accept Any Bid and to Reject Any or All Bids
3.26.1. The Bank reserves the right to accept or reject any Bid, and to annul the Bidding process and reject all Bids at any time prior to contract award, without thereby incurring any liability to the affected Bidder or Bidders, or any obligation to inform the affected Bidder or Bidders of the grounds for the Bank’s action.
3.27. Notification of Award
3.27.1. Prior to expiration of the period of Bid validity, the Bank will notify the successful Bidder in writing or by fax, that its Bid has been accepted.
3.27.2. The notification of award will constitute the formation of the Contract. 3.27.3. Upon the successful Bidder’s furnishing of Performance Security, the Bank will promptly notify each unsuccessful Bidder and will discharge its Bid Security.
3.28. Signing of Contract
3.28.1. At the same time as the Bank notifies the successful Bidder that it’s’ Bid has been accepted, the Bidder shall be required to sign an agreement within 45 days from the date of notification of award.
3.28.2. The contract period would be for a period of five years.
3.28.3. The Bank reserves the right to extend the contract period of two years at the same terms and conditions.
3.29. Service Level Agreement
3.29.1. At the same time as the Bank notifies the successful Bidder that it’s’ Bid has been accepted, the Bidder shall be enter into a Service Level Agreement (SLA) with the Bank, containing all the Terms and Conditions of this RFP, including confidentiality, non-disclosure and penalty clauses, and any other clause relevant to the services offered. 3.29.2. The contract period will be for a period of five years from the project
going live or the date of SLA, whichever is earlier.
3.29.3. Though the contract will be signed only with the selected principal Bidder, it shall be the selected Bidder’s responsibility to ensure that the
quality of work contracted with agents/associates/partners will not be compromised and will be in tune with industry standards.
3.30. Performance Security
3.30.1. Performance Security in the required format to be submitted by the successful Bidder as prescribed in Annexure 7.
3.30.2. Failure of the successful Bidder to sign the contract shall constitute sufficient grounds for the annulment of the award and forfeiture of the Bid security.
3.31. Delays in the Bidders’ Performance
3.31.1. If at any time during performance of the Contract, the Bidder or its subcontractor(s) should encounter conditions impeding timely delivery of the Products and performance of Services, the Bidder shall promptly notify the Bank in writing of the fact of the delay, its likely duration and its cause(s). As soon as practicable after receipt of the Bidder’s notice, the Bank shall evaluate the situation and may, at its discretion, extend the Bidders’ time for performance, with or without liquidated damages, in which case, the extension shall be ratified by the parties by amendment of the Contract.
3.31.2. Except as provided in the above clause, a delay by the Bidder in the performance of its delivery obligations shall render the Bidder liable to the imposition of liquidated damages, unless an extension of time is agreed upon without the application of liquidated damages.
3.32. Liquidated damages
3.32.1. If the selected Bidder fails to provide any of the services after starting of operations, as per the terms of this RFP, the Bank shall be entitled to charge penalty/ liquidated damages @ 5% of the monthly bill, per week or part thereof.
3.32.2. Liquidated Damages is not applicable for the reasons attributable to the Bank and Force Majeure.
3.32.3. The LD shall be deducted / recovered by the Bank from any money due or becoming due to the Bidder under the contract or may be recovered by invoking the bank guarantees or otherwise from the Bidder or from any other amount payable to the Bidder in respect of other orders.
3.32.4. However, the Bank may, at its discretion, waive the liquidated damages in case the delay cannot be attributed to the Bidder.
3.33. Arbitration / Resolution of Disputes
3.33.1. The Bank reserves the right to customize the contract to meet its requirements.
3.33.2. The Bank and the selected Bidder will make every effort to resolve all disputes amicably through direct talks and negotiations. In case of failure to resolve the disputes and differences amicably the matter may be referred to a sole arbitrator mutually agreed upon after issue of at least 30 days notice in writing to the other party clearly setting out there in the specific disputes. In case sole Arbitrator not acceptable to both parties, each party will appoint one Arbitrator and the two Arbitrators will appoint a third Presiding Arbitrator.
3.34. Jurisdiction
3.34.1. The Contract shall be governed by the Laws and Regulations of India for the time being in force and will be subject to the exclusive jurisdiction of the Courts in Mumbai, India.
3.35. Audit
3.35.1. The Bank may, at its discretion, audit the software, books and services of the Bidder by its external / internal / RBI / Ministry auditors. The Service Provider will facilitate the same without any demur. The Bidder shall, whenever required, furnish all relevant information, records, and data to inspecting officials of Bank and the external / internal / RBI / Ministry auditors. The Bank reserves the right to call for any relevant material information/report. Bank will provide the information in advance to the service provider for the same.
3.35.2. The Bidder should get the activities and or functions audited from time to time as per the requirements of the Bank, VISA, Master Card, NPCI, Reserve Bank of India or any other statutory body, where ever applicable. Cost of such audit should be borne by the Bidder throughout the period of agreement.
3.36. Payment Terms
3.36.1. No advance payments shall be made.
3.36.2. The Bank shall make the payments on a monthly basis or receipt of invoice from the selected Bidder, after verifying its correctness. The invoice should be accompanied by the detailed payment gateway and online authentication transactions along with uptime reports for verification by the Bank authorities.
a) 50% on UAT signoff, installation, successful commissioning and acceptance of the solution by the Bank.
b) 50% after production signoff and on submission of performance bank guarantee.
3.37. Designing and Implementation Plan
3.37.1.Bank expects the Bidder to submit a detailed plan for implementation of the project which should include the full scope of the project. On acceptance of such plan by the Bank, the Bidder is required to carry out the implementation of the project.
3.38. Project Support Personnel
3.38.1. Bidder shall provide a dedicated Project Manager during and post deployment and should have a 24 X 7 X 365 monitoring / proactive monitoring, technical and functional support team with skilled man power for support, monitoring and operations.
3.38.2. In addition, the Bidder should deploy one resource on the Banks premises during the Banks business hours for proactive monitoring, reporting, and providing support to Bank officials, addressing and resolving customer grievances, if any.
3.39. Start of Services
3.39.1. The selected Bidder shall be responsible for making all the services of the solution operational within 6 to 10 weeks from the date of acceptance of Purchase Order, which will be restricted to 10 days from the date of Purchase Order.
3.39.2. For the purpose of this clause, start of services shall mean conducting successful test and live transactions for all possible scenarios.
3.40. Business Continuity Plan / DR Site
3.40.1. The Bidder should mandatorily have a business continuity plan in place, including a DR site to host the proposed solution, to continue operations in a scenario where the primary place of business is affected by a disaster.
3.40.2. The Bidder should provide an undertaking stating the availability of the DR site as prescribed in Annexure 14.
3.41. On-site visit / Reference Site Visit
3.41.1. The Technical Team of the Bank may visit the management centre and other facilities of the Bidder who qualify the eligibility criteria, in case of need, besides onsite visit to other Banks where such Bidder is providing the said services, to evaluate the technical capability of the Bidder and costs incurred by the team representing the Bank will be borne by the Bank.
3.41.2. The Bidder should provide references of organisations which have implemented/procured the solution proposed by the Bidder. The reference sites should be fully implemented and live on the current version of the solution being offered.
3.41.3. References shall be contacted, including an on-site visit, as a part of the solution evaluation process
3.42. Right of Rejection
3.42.1. Union Bank of India reserves the right to reject the solution in its entirety during the evaluation period and to change the suggested plan.
3.43. Penalty for Non-performance during Production and Operation
3.43.1. In case any complaint registered by the cardholder at Card Centre and forwarded by the Bank to the Bidder, remains unresolved/ open beyond 24 hours, solely on account of inaction by the selected Bidder, a penalty of ` 1,000/- (Rupees One thousand only) per instance per day will be levied from the 2nd day, besides recovery of the damages suffered by the Bank, if any, due to such action.
3.44. Termination for Default / Order Cancellation / Exit Clause
3.44.1. The Bank, without prejudice to any other remedy for breach of Contract, may terminate this Contract in whole or in part, by written notice of default to the Selected Bidder, if:
a) The Selected Bidder fails to make the Project live or deliver/ execute any or all of the Services within the period(s) specified elsewhere in this RFP/ the Work Order / Purchase Order; or
b) Non satisfactory performance of the solution during the evaluation phase
c) Failure to integrate/implement the project as per the requirements of the Bank.
d) Serious discrepancies are noted in the implementation of the solution.
e) The performance of the solution adversely affects the business of the Bank.
f) Failure to maintain commitment with respect to Uptime,
Performance of the solution etc.
g) The Selected Bidder fails to perform any other obligations(s) under the Contract specified elsewhere in this RFP/ the Work Order/ Purchase Order.
3.44.2. Further, the Bank shall be entitled to terminate the agreement at any time by giving notice if the bidder:
a) has a winding up order made against it; or
b) has a receiver appointed over all or substantial assets; or c) is or becomes unable to pay its debts as they become due; or
d) enters into any arrangement or composition with or for the benefit of its creditors; or
e) passes a resolution for its voluntary winding up or dissolution or if it is dissolved.
3.44.3. In the event of the Bank terminating the Contract in whole or in part, the Bank may procure the Services similar to those undelivered, upon such terms and in such manner, as it deems appropriate and the Selected Bidder shall be liable to the Bank for any excess costs for procuring such similar Services. However, the Selected Bidder shall continue performance of the Contract to the extent not terminated. 3.44.4. In addition to the cancellation of purchase order, Bank reserves the
right to appropriate the Bid Security / Performance Bank Guarantee given by the Bidder.
3.45. Liability on account of any System Compromise
3.45.1. Bidder shall inform the Bank immediately with full details of any security lapse / compromise for taking necessary steps against misuse on account of such occurrence and also take steps to mitigate the risk. Bidder shall be fully liable in case of any Security lapse / Compromise and liability arising in such cases shall be reimbursed by the Bidder to the Bank.
3.46. Force Majeure
3.46.1. Force Majeure is herein defined as any cause, which is beyond the control of the selected Bidder or Bank as the case may be which they could not foresee or with a reasonable amount of diligence could not
have foreseen and which substantially affect the performance of the contract, such as:
a) Natural phenomenon, including but not limited to floods, droughts, earthquakes and epidemics
b) Acts of any government, including but not limited to war, declared or undeclared priorities, quarantines and embargos
c) Terrorist attack, public unrest in work area etc.
3.46.2. Provided either party shall within 10 days from occurrence of such a cause, notify the other in writing of such causes. The Bidder or Bank shall not be liable for delay in performing his/her obligations resulting from any force majeure cause as referred to and/or defined above. Any delay beyond 30 (thirty) days shall lead to termination of contract by parties and all obligations expressed quantitatively shall be calculated as on date of termination, notwithstanding this, provisions relating to indemnity, confidentiality survives termination of the contract.
3.47. Bidder Utilisation of Know- How and Personnel for Competitors
3.47.1. The Bank will request a clause that would require a NOC to be obtained from the Bank for using any know-how gained in this contract, if awarded, for another organisation whose business activities are similar in part or in whole to any of those of Union Bank of India anywhere in the world, without prior written consent of the Bank. Non-disclosure Agreement shall be executed by the Bidder with the Bank as per the format prescribed in Annexure 8
3.48. Limitation on Promotion
3.48.1. The Bidder shall agree to make no reference to the Bank for the procurement of products and services hereunder or the agreement in any literature, promotional material, brochures, sales presentation or the like without the express prior written consent of the Bank.
3.49. Indemnity
3.49.1. The Bidder shall, at its own expense, defend and indemnify the Bank against all third party claims for infringement of patent, trademark, design or copyright arising from use of products or any part thereof supplied by Bidder. Bidder will provide infringement remedies and indemnities for third party products, on a pass through basis. The Bidder shall expeditiously extinguish any such claims and shall have full rights to defend itself there from. If the Bank is required to pay
compensation to a third party resulting from such infringement, the Bidder shall be fully responsible to pay such compensation along with all costs, damages and attorney’s fees and other expenses that a court may finally awards, in the event of the matter being adjudicated by a court or that be included in a Bidder approved settlement. The Bank will issue notice to the Bidder of any such claim without delay and provide reasonable assistance to the Bidder in disposal of such claim, and shall at no time admit to any liability for, or express any intent, to settle the claim. The Bidder shall also reimburse all incidental costs, which the Bank incurs in this regard.
3.49.2. In the event of the Bidder not fulfilling its obligations under this clause within the period specified in the notice issued by the Bank, Bank has the right to recover the amounts due to it under this provision from any amount payable to the Bidder under this project.
3.49.3. The indemnities under this clause are in addition to and without, prejudice to the indemnities given elsewhere in this agreement.
3.50. Patent Rights
3.50.1. The Bidder shall, at their own expense, defend and indemnify the Bank against all third party claims or infringement of intellectual Property Right, including Patent, trademark, copyright, trade secret or industrial design rights arising from use of the products or any part thereof in India or abroad.
3.50.2. The Bidder shall expeditiously extinguish any such claims and shall have full rights to defend it there from. If the Bank is required to pay compensation to a third party resulting from such infringement, the Bidder shall be fully responsible for, including all expenses and court and legal fees.
3.50.3. The Bank will give notice to the Bidder of any such claim without delay, provide reasonable assistance to the Bidder in disposing of the claim, and shall at no time admit to any liability for or express any intent to settle the claim.
3.50.4. The Bidder shall grant to the Bank a fully paid-up, irrevocable, non-exclusive license throughout the territory of India or abroad to access, replicate and use software (and other software items) provided by the Bidder, including-all inventions, designs and marks embodied therein in perpetuity.
3.51. Confidentiality
3.51.1. This document contains information confidential and proprietary to Union Bank of India. Additionally, the Bidder may be exposed by
virtue of the contracted activities to internal business information of Union Bank of India, affiliates, and/or business partners. Disclosure of receipt of this RFP or any part of the afore-mentioned information to parties not directly involved in providing the services requested could result in the disqualification of the Bidder, pre-mature termination of the contract, or legal action against the Bidder for breach of trust. 3.51.2. No news release, public announcement, or any other reference to this
RFP or any program there under shall be made without written consent from Union Bank of India. Reproduction of this RFP, without prior written consent of Union Bank of India, by photographic, electronic, or other means is strictly prohibited.
3.51.3. Non-disclosure Agreement shall be executed by the Bidder with the Bank as per the format prescribed in Annexure 7
3.51.4. The Bidder (and his employees) shall not, unless the Bank gives permission in writing, disclose any part or whole of this RFP document, of the proposal and/or contract, or any specification, plan, drawing, pattern, sample or information furnished by the Bank (including the users), in connection therewith to any person other than a person employed by the Bidder in the performance of the proposal and/or contract. Disclosure to any such employed person shall be made in confidence and shall extend only as far as may be necessary for purposes of such performance. The employees or the third party engaged by the Bidder will maintain strict confidentiality.
3.51.5. The Bidder, his employees and agents shall not, without prior written consent from the Bank, make any use of any document or information given by the Bank or its Authorized personnel, except for purposes of performing the contract award.
3.51.6. In case of breach the Bank shall take such legal action as it may be advised.
3.52. Limitation of Liability
3.52.1. Bidder's aggregate liability under the contract shall be limited to a maximum of the Contract value. This limit shall not apply to third party claims for
a) IP infringement indemnity;
b) Bodily injury (including death) and damage to real property and tangible personal property caused by Bidder's gross negligence. 3.52.2. Bidder shall not in any event be liable for any indirect, consequential
damage, or loss of profit, business, revenue, goodwill, anticipated saving or data, or third party claim except with respect to bodily injury
(including death) and damage to real and tangible personal property for which Bidder is legally liable.
3.52.3. For the purpose of this section, Contract value at any given point of time, means the aggregate value of the purchase orders placed by Bank on the Bidder that gave rise to claim, under this tender.
4. Technical and Functional Specifications
4.1. Compatibility with the Banks infrastructure
4.1.1. An essential component of the implementation will be the integration with Banks existing/future systems and features, not limited to the following:
Banks existing Base24 ATM switch or any other switch in future.
Basks existing Credit Card switch service provider.
4.1.2. The Bidder should migrate / integrate the existing merchants of the Bank from the Bank’s existing service provider.
4.1.3. The Bidder should migrate the data of card holders registered for access control server from the Bank’s existing service provider.
4.1.4. The Bidder should ensure that the security and integrity of the data being migrated is maintained and no data loss occurs.
4.1.5. The cost for migration / integration from the Bank’s existing service provider shall be borne by the Bidder.
4.2. Infrastructure and Connectivity
4.2.1. The Bidder needs to establish network connectivity through leased lines/ISDN lines/VPN/Wireless etc. In case of failure, the connectivity should also have a backup, from a network service provider who is different from the one providing the primary link. The costs for such connectivity from the Bidders centre to the Bank’s switch at Mumbai and DR site at Bangalore has to be borne by the Bidder. A team should be earmarked for monitoring of the links 24 X 7 X 365 at Bidder’s NOC.
4.2.2. The Bidder shall have to make the necessary integration and required customisation to communicate with the Bank’s Base24 ATM switch and credit card service provider’s switch or any other Switch, ATM network, Finacle Core Banking Solution or any other Core Banking Solution
4.2.3. The Bidder shall be responsible for first level monitoring of these network/devices.
4.2.4. The Bidder shall ensure that sufficient bandwidth is available to handle the transactions.
4.2.5. The Bidder shall do proactive monitoring and do capacity planning at regular intervals and advise the Bank on upgrades. However, there should not be any cost to the Bank for application software upgrade. 4.2.6. The Bidder shall make the arrangement to send SMS for alerts and
OTP generation/re-generation during online authentication
transactions. The cost for SMS gateway shall be borne by the Bidder. The Bidder should have SLA with the SMS aggregator. The Bank may levy penalty in cases where the transactions fail due to non-delivery of SMS / OTP messages.
4.3. System Uptime
4.3.1. The solution should be configured in high availability mode and should have a fully functional DR site. The Bidder should maintain an uptime of 99.5% calculated on a monthly basis. The "Uptime" is, for calculation purposes, equals to the Total contracted minutes in a month less Downtime. The "Downtime" is the time between the Time of Failure of the service and Time of Restoration within the contracted minutes. "Failure" is the condition that renders the Bank unable to perform any of the defined functions on the Solution. "Restoration" is the condition when the selected Bidder demonstrates that the Solution is in working order and the Bank acknowledges the same.
4.3.2. The Downtime calculated shall not include the time on account of any failure due to Bank, third party and Force Majeure.
4.3.3. The Mean Time Between Failures (MTBF) should be 90 days barring scheduled and mutually agreed upon downtime for maintenance.
4.3.4. The Solution Provider shall provide an Uptime report on monthly basis. The report vetted by the Bank Officials is to be presented for payment by the Bidder.
4.3.5. Following will be excluded while calculating the down time:
Down time due to Bank issues.
Schedule down time for maintenance activity. Bidder should inform to the Bank at least a week before for the schedule down time and for urgent situation at least 24 hours before.
4.4. Reconciliation
4.4.1. The Bidder shall be responsible for the daily reconciliation of the PG transactions.
4.4.2. Reconciliation should be comprehensive to handle Interchange, Settlement, Chargeback’s, etc.
4.4.3. Bidder should provide files of required format compatible to our reconciliation system.
4.5. Certification
4.5.1. The selected Bidder should also support the requisite certifications, integration, maintenance, patching, and audit compliance, etc.
4.5.2. The Bidder should ensure that the solution complies with the mandates released by interchanges such as Visa, MasterCard, and NPCI etc.
4.5.3. The solution should also be should comply with international standards like PCI /ISO etc.
4.5.4. The Bidder should get the activities and or functions audited from time to time as per the requirements of the Bank, VISA, Master Card, NPCI, Reserve Bank of India or any other statutory body, where ever applicable. Cost of such audit should be borne by the Bidder throughout the period of agreement.
4.6. Solution Specification
4.6.1. The solution’s admin interface should implement the changes on four eye principle i.e. maker checker.
4.6.2. The solution should allow the administrator to monitor critical activities like – user addition, user profile changes, and parameter / configuration changes and also should be capable of triggering alerts for the same. Additionally, it should also monitor all user activities on regular basis and on any deviation alert should be triggered.
4.6.3. All the said components of the proposed solution should operate efficiently and such components are expected to have, but not limited to, the functionalities as listed below:
i. Payment Gateway
4.6.4. The solution should support Visa, MasterCard, Maestro and RuPay; also transactions through Internet Banking /IVR / IMPS/ Wallets etc. The solution should be configurable / scalable / capable to support
any cards of any other card association that the Bank may wish to support in future.
4.6.5. The Solution should comprise of Payment Gateway, Merchant Plug-In, Merchant Accounting, Clearing, EFT Switch to route transactions to VISA, MasterCard, and NPCI etc.
4.6.6. The solution should be easy-to-use/ pluggable on merchant/ biller platform, configurable, scalable, compliant with various standards like PCI, etc. and can be easily integrated on a wide range of platforms. 4.6.7. The solution should be able to process various cards - credit and debit,
Internet Banking, Wallet transaction, etc. on various channels like Web, Mobile, IVR, Mail Order etc.
4.6.8. The solution should provide convenient access via web Interface to various reports online/ offline/ real time merchant/ biller/ settlement / usage/ charge back claims, status, transaction status / summary, etc. and admin interface for parameterization, monitor, control, etc. should be the feature of the solution.
4.6.9. The Payment Gateway solution should provide the following, but not limited to, basic features / functionality:
a) Merchant Setup Merchant Accounting
b) Customizing/ Imposing at various levels/ frequency c) Second factor authentication like 3 D Secure, etc.
d) Blocking international transactions and selectively allowing international card transactions for merchants decided by the Bank. e) Process Risk and Compliance
f) Comprehensive Reconciliation to handle Interchange, Settlement, Chargeback’s, etc.
g) Comprehensive Reporting and MIS Capability h) Comprehensive Auditing and Journaling i) Web Interface for Administrators and reports
j) Compliance and adherence to various Standards like PCI k) Adherence to regulatory and statutory guidelines.
l) Configuration / parameterisation / customization of solution as per the Banks requirement
4.6.10. The solution should support multi-channel/ multi-currency/ multi- participant/ multi merchant configuration.
4.6.11. The solution should have the ability to process only authorization leg in a specific requirement where the authentication is done directly by merchant or through third party processors (TPP).
4.6.12. The solution should check for URL tampering while the request is sent for and other relevant information.
4.6.13. The solution should support velocity checks and behavioural anomalies.
4.6.14. The solution should be able to provide different types and level of rights and access to various interfaces, web interfaces, databases, reports and functionalities to different teams, as desired by the Bank from time to time.
4.6.15. The solution should provide secure web interface to merchant for viewing of transaction/ transaction status/ upload and downloads of files (file fields and formats should be customizable for merchant/s i.e. vary from merchant to merchant) in secure manner.
4.6.16. The system should support online/ real-time comprehensive and customizable management dashboard.
4.6.17. The solution should provide comprehensive reporting system. Report/s should be available in any format like- pdf, xlsx, html, csv, txt etc. The report format must be flexible to customize
4.6.18. The solution should have ability to generate various reports as per regulators / statutory requirements
4.6.19. The solution should provide comprehensive Clearing and Settlement system as per the requirement of various card associations like – VISA/ MasterCard / RuPay or of any other card association that the Bank may decide to support in future
4.6.20. The solution should provide comprehensive Dispute Management System.
4.6.21. The Bidder shall give an undertaking to comply with all Visa/MasterCard/NPCI/RBI regulations where ever applicable.
4.6.22. The solution should provide comprehensive audit trail and logging for various activities like– reporting, admin, transaction processing, etc. at various stages of transaction flow.
4.6.23. The solution should provide:
a) Merchant definition to be based on:
Channel
Type of integration
Type of cards accepted
Type of transactions accepted
b) Merchant status on the basis of the integration from the following options:
Active
c) Control on transaction processing needs to be assigned based the status of the Merchant
d) Setting up of handling of differential fee structures for merchant/ group of merchants. Fee components, like –
Application or set-up fee
Minimum Use fee
Statement fee
Discount rate fee (based on percentage, flat rate, varying rate for debit/credit cards)
Batch Fee
Transaction Fee - may be fixed amount per transaction or a percentage of the transaction value or both – may vary from merchant to merchant
Gateway fees
e) Hierarchy driven set-up of merchants is required for assignment accesses and reports at various levels
f) The following channels of transactions need to be supported –
Online
MOTO (Mail Order Telephone Order)
Standing instruction / Recurring billing
g) The following type of transactions are supported on the Payment Gateway Sale Refund Pre-auth Void Reversal
h) Platform to be supported for processing the transactions:
APIs
File Uploads
Direct action of transaction through web interface provided (Merchant and Back office)
i) Simplified Merchant Integration - System is capable to integrate with the merchants on various platforms - JAVA, ASP, ASP.NET, PERL, PHP etc.
j) Documentation and integration guide for the merchant’s technical team to complete integration seamlessly without much support k) Reports which would help the technical support team helping the
merchant trouble shoot at the time of facing issues with integration l) For online merchant, payment gateway to integrate for both –
a) Card details taken on our web page b) Card details taken on merchant web page
m)Integration with 3D secure (For Visa, MasterCard, RuPay, etc.) system for 2nd factor authentication.
n) Blocking of BIN’s at MID level and system level
o) Merchant velocity checks on amount and transaction count
p) Functionality to specify BIN’s which will be assigned to Merchant for approving of rejecting the transactions.
q) Validation enabled for checking, validating and taking action of whether transaction needs to be approved or rejected at Merchant level in case of any tampering of value on 3D secure leg of the transaction for both online as well as IVR transactions.
r) Ability to show the current and past approval rate on Payment gateway, merchant wise, product wise
s) On daily basis chargeback are updated online in the system and refund processing should be blocked once chargeback is received on a transaction.
4.6.24. The solution for interchange, settlement and chargeback should provide/ support –
a) Complete chargeback management system as per the rules and regulations of the respective card associations (VISA ,MasterCard, RuPay, etc.) with tracking and exception management features
b) Posting of VISA ,MasterCard for ‘In’ and creation of ‘Out’ transactions
c) Creation of Settlement and Funding Reports d) Reports on the chargeback life cycle
e) Support the following on VISA, MasterCard (IN and OUT files) for following also in the respective file formats/ frequency for other Card like – RuPay etc.
Chargeback
Charge back for certain type of un-authorized transactions
Retrieval Request
Retrieval Response
Track fee / Funds
Pre-paid card settlement
On-us card settlement
Miscellaneous Transactions
Staging of interchange file, multiple times a day
f) Facility to settle acquired transactions from the authorization file and subsequently does a reconciliation with the settlement file and initiate refunds for all voids
g) Facility to upload the currency tables in the system as specified by VISA, MasterCard, RuPay, etc. from time to time. h) Facility to upload the BIN tables in the system as specified by VISA
, MasterCard, RuPay, etc. from time to time i) Reports on settlement reconciliation
j) The settlement period can be customized for merchant/ group of merchant as under
Same day
Next Day/ Next Business Day
2nd Business Day
3rd Business Day
k) The settlement timing can be customized for merchant/ group of merchant as under
Multi–day
Consolidated
4.6.25. The solution for merchant/ billers should provide/ support –
a) System to support VISA, MasterCard, RuPay and Internet Banking(via Banks aggregator) for authorization and settlement for Ecommerce transactions
b) Support full EMV (VISA & MasterCard) merchant acquiring specifications for authorizations and settlement.
c) Multi-currency support for PG merchants. Various combinations required for Purchase, Settlement and Payment currencies. Ability to handle transaction in one currency, settle with association in another currency and pay the merchant the currency as per his choice.
d) Option to enter Master data pertaining to the central office, regional offices and city offices. Multiple address requirements and also the linking of the same with the relationship.
e) Addition of new MCC codes, BIN, exchange rates (both online updates and file upload should be possible), MPE file (MasterCard)/VISA etc. files etc.
f) Flexibility to apply different MSF schemes for on-us and off-us cards (Product based, Volume based, Slab based, interchange).
g) Support for following elements of a merchant plan:
Different Payment Frequencies
Various Payment Methods
Billing Frequency
Statement Frequency
Currency Code
h) Provision for settlements with the payment association, merchant and aggregators.
i) Merchant setup checks –Validations for both online and batch upload should be possible
j) Generation of Merchant, Outlet ID’s.
k) Support for Merchant Chaining and defining hierarchy within the chain. The hierarchy would impact statement etc.
l) Provision for Batch Authorizations
m)Process merchant upload provided by the Bank n) Multiple out file processing at predefined frequency
4.6.26. The Fraud Management System should be closely integrated with the Payment Gateway Solution
4.6.27. The fraud risk management component should be able to integrate with any of the Banks existing/future Fraud Management Systems and also with other third party systems like NPCI fraud monitoring system and VISA /Master /CBS or any other if Bank so desires.
4.6.28. Solution should have rule based, real time fraud risk management capabilities.
4.6.29. Solution should provide comprehensive real time fraud monitoring, advices and alerts.
4.6.30. Solution should have the capability to configure Acquirer based rules based on MCC, Merchant, Terminal, Brand, Type of Transaction, etc.
4.6.31. Solution should be able to generate cases or alerts.
4.6.32. Solution should provide recommended actions for the Fraud Analysts 4.6.33. Solution should be able to identify the false-positive cases and block
the rule automatically
4.6.34. Solution should provide an web based interface for Banks fraud analysts to work on the cases
4.6.35. Solution should provide options to Fraud Analysts to work on the queues and identify the case as a dispute, confirmed by customer, block the card, block BIN, block merchant or terminal, etc.
4.6.36. Solution should be able to send alerts via SMS and email.
ii. Access Control Server Solution
4.6.37. It should support all debit/credit/prepaid cards of Visa / MasterCard / RuPay etc. issued by the Union Bank of India as well as cards issued by the RRB sponsored by the Bank i.e. Kashi Gomti Samyut Gramin Bank.
4.6.38. It should provide a website where the cardholder can visit and register for the program.
4.6.39. In addition, it should also provide registration option during first time on-line use of cards.
4.6.40. The registration should be based on the card number, expiry date and ATM PIN to authenticate the card holder and on successful authentication, should allow the card holder to set his 3D Secure password.
4.6.41. The registration process as also every subsequent online transactions needs to be authenticated by an OTP sent to the customer’s registered mobile number. This is in addition to the static password set by the user during registration.
4.6.42. The solution should provide an alert message for each successful registration
4.6.43. Mobiles numbers will be stored at the Bank’s end and will be used by the Bidder’s application for sending the OTP. However, it shall not be stored by the Bidder.
4.6.44. For the Cardholders where there is no mobile number available with the Bank, the ecommerce facility will not be available.
4.6.45. The solution should provide an option to regenerate the OTP in case the OTP is not received by the customer in the specified time. The time for which the OTP is to be valid should be configurable by the Bank.
