Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender

 
Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender
08 March 2019

        Corp 4220R
Infrastructure as a Service
     (IaaS) - Regional
Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender
IaaS Regional – 8 March 2019

        Agenda                                   Presented By
        Safety and Evacuation

        Introduction                             John Ratone
        Commercial Process                       John Ratone

        SD&L                                     Martin Sabelo/Rojane Qacha
        Safety Requirements                      Pumeza Mabunda
        Quality Requirements                     Sipho Sambo

        Infrastructure as a service (Regional)   Chris Pillay
        Technical Scope and Evaluation
        Infrastructure as a Service (Regional)   Rendani Nevondo/Themba
        Pricing Model                            Thwala
        Closing                                  John Ratone
Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender
Contents

  • Introduction

  • Commercial Process
  •   SD&L
  •   Safety Requirements
  •   Quality Requirements
  •   Infrastructure as a service (Regional) Technical Scope and Evaluation
  •   Infrastructure as a Service (Regional) Pricing Model
Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender
Rules of Engagement/Commercial Process
IaaS Regional (CORP 4220)

     Content
         • Point of contact
         • Tender closing Date and Address
         • Submission format.
         • Mandatory Documents
         • Evaluation Method and Criteria
         • Objective Criteria
         • Approach to this tender (Timeline).
Point of contact and the closing Date for
IaaS Regional

    •   Single point of contact is Joosty Skhosana (E-mail: SkhosaMJ@eskom.co.za )
        011 800 6512

    •   In terms of Eskom's Corporate Policy, all questions and queries received will be
        answered in writing to all the bidders.

    •   Closing date is 26 March 2019, at 10H00 South African Time.

    •   Late tenders will not be accepted.

    •   Address: Eskom Megawatt Park
                 01 Maxwell Drive, Sunninghill
                 Northside
Commercial – Submission Format

                                                                 Original
                                                               (Hardcopy)                             Duplicate
                                                               Documents                              Hardcopy

           File A–Commercial response                                1                                   1

           File B–Technical response                                 1                                    1

           File C–Pricing response                                   1                                    1

           Flash Disk (with file A,B & C)                            1

        Electronic documents should be in a read only format in MS Word and MS Excel to enable cut
        and paste of content. The Excel spreadsheets must be in electronic format The spreadsheets are
        to be completed and sent back as returnable.
         Three copies: Two hard copies, being an original and one copy and a CD/flash disk. The
        copies must be the exact replica of the originals.
        Please note: Annexure O (The pricing workbook) MUST be submitted in excel format.

1 Electronic documents should be in a read only format in MS Word and MS Excel to enable cut and paste of content.
Mandatory Documents

Description                                         Annexure
Acknowledgement Form                                Annexure A
Tenderers Particulars                               Annexure B
Integrity Pack Declaration Form                     Annexure C
Pre-qualification(SD&L Matrix)                      Refer to Annexure D
Confirmation of receipt of addenda to enquiry doc   Annexure H
SBD 1 (Part A and Part B)                           Annexure I
SBD 6.1 (Preference Point Claim form)               Annexure J
Technical Returnable Template                       Annexure K & 2K
Technical Evaluation Criteria                       Annexure M
Master Service Agreement (MSA)                      Annexure N
Pricing Schedule                                    Annexure O
Additional Documents required in the event of a
joint venture
Signed sub-contracting intent agreement to submitted on closing date
Mandatory Documents cont…

Description
B-BBEE certificate of the main Tenderer
Acknowledgement of Section 197

 NOTE: Tenders will be disqualified if the above mandatory tender returnables are not
 submitted on the tender submission deadline (26 March 2019, at 10h00 SA time)
Evaluation Process and Criteria

   •   Evaluation process will be conducted in accordance with the Preferential
       Procurement Policy Frame Act, No 5 of 2000 (PPPFA)

          o The 90/10 preference point system will be applicable to this tender.

   •   The following six (6) steps will be applied during the evaluation of this tender.

          o Step 1: Basic compliance;
          o Step 2: Mandatory documents;
          o Step 3: Special conditions of tender including Pre-qualification;
          o Step 4: Functionality;
          o Step 5: Financial Evaluation;
          o Step 6: Price and Preference scoring.

   •   Objective criteria
          o Safety
          o Quality
          o SD&L
Step 1 & 2 in the evaluation process

   Basic Compliance

     Mandatory requirements
     •   Refer to the returnable section.
     •   All mandatory requirements must be submitted at tender closure. Should
         these requirements not be met, the tender will be deemed non-responsive,
         and therefore disqualified.
Step 3 in commercial process

 Special Condition of Tender

 The following special conditions of tender are applicable:

      •   The vendor must submit proof that they are currently an Infrastructure as a Service
          provider with local presence;

      •   The tenderer must have the capability to purchase assets currently used for the service.(
          The selling price and the terms of the sale will be determined after the conclusion of the
          assets valuation by an independent party);

      •   The tenderer to submit proof in the form of a customer reference by either the CIO or
          CFO duly signed. The information contained in the technical returnable template (
          Annexure K) must be transcribed onto the customer company’s letterhead and be signed
          by the customer’s CIO or CFO; and

      •         The tenderer must specify in their tender response that they accept that Section 197 of
                the Labour Relations Act, 66 of 1995 will apply. The response shall be on the company’s
                official letterhead and signed off by the delegated authority (details are in Annexure Z)
           • dateinformation excluding the application licenses.
1 Indicative
Step 3 in commercial process
 for the hybrid IT transformation program are bundled as follows:
   The required Services for the hybrid IT transformation program are bundled as follows:

                  Category A               Category B              Category C
                  CORP 4178R               CORP 4221R              CORP 4219R
                  Cross Functional         End user                Infrastructure as a
                  and Cloud                Computing-              Service (IaaS) -
                  Services                 central                 Central
      •   information
                 CORP excluding
                         4179Rthe application
                                      CORPlicenses.
                                              4222R -              CORP 4220R
                  Service Desk and         End User                Infrastructure as a
                  Monitoring               Computing-              Service (IaaS) -
                  Services                 Regional                Regional

           Note:
           Suppliers can tender for all the various categories stated above, however, the tenderer that is
           successful in CORP 4178R will only be considered for CORP 4179R and shall be excluded from
           consideration for all other hybrid IT tenders.
1 Indicative date
Step 3 in commercial process

 •    Should the tenderer be the highest ranking in category A, B and C, Eskom will afford the
      supplier the opportunity to choose the category(s) they prefer during the negotiations

 •    Note: Eskom reserves the right to contact the customer / referee either telephonically
      or by mail and also a site visit to confirm above.

 •    Tenderers who do not meet the above mentioned special conditions of tender, will be
      deemed to have submitted an unacceptable tender and will be disqualified

  for the hybrid IT transformation program are bundled as follows:

1 Indicative date
Steps 4 in the evaluation process
                                                                                    Detailed on
                                                                                    next page
  Functionality
  Functionality will be evaluated on a total weight of 100% with a minimum threshold of 80%.
  The following is a breakdown of the Functionality criteria

                                                       Evaluation Category
                       Evaluation Category
                                                            Weighting

                 Abi l i ty to me e t the s cope of
                                                              45%
                            work re qui re d

                  Abi l i ty to me e t the s ta te d
                                                              45%
                            s e rvi ce l e ve l s

                   Tra ns i ti on a nd Exe cuti on            10%

  Tenders who do not meet the overall minimum threshold (80%) will not be evaluated further
Steps 5 – 6 in the evaluation process
                                                                                               Detailed on
                                                                                               next page

Pricing and preference

     •   The 90/10 Preference point system will apply to this tender. Proposals will be evaluated on
         (a) price which will be allocated 90 points and (b) B-BBEE status which will be allocated 10
         points

Note: Eskom reserves its right to:

     •   To cancel the tender if agreement cannot be reached on the market-related price.

     •   “Eskom reserves the right to award to a supplier who may not be the highest scoring or
         highest ranked supplier, in line with Section (2) (1) (f) of the PPPFA

Financial Evaluation

     •   Assessment of financial statements of tenderer to ascertain financial viability and ability to
         meet contractual obligations.

     •   Price evaluation (if prices quoted are market related)
Contents

  • Introduction
  • Commercial Process

  • SD&L

  •   Safety Requirements
  •   Quality Requirements
  •   Infrastructure as a service (Regional)Technical Scope and Evaluation
  •   Infrastructure as a service (Regional) Pricing Model
Eskom Supplier Development and Localisation
Mandate

      The objective of government through various departments and
     across different spheres is to foster the creation of a sustainable
  economy by increasing the local supply base through manufacturing
      and other industry-building activities, develop skills and create
                         employment opportunities.

         Our mandate is to achieve maximum and sustainable
         local development impact through leveraging Eskom’s
         procurement spend in a manner that allows flexibility within
         the business in order to accommodate government local
         development initiatives and policies

SOURCE: SD&L
                                                                           16
Pre-qualification

  Pre-qualification

  The following pre-qualification criteria are applicable herein:

  •   The tenderer’s B-BBEE must be a minimum Level 1-4 (tenderers B-BBEE certificate
      must be submitted on or before the closing date tender)

  •   Minimum 30% of the contract value to be subcontracted to black owned EMEs /
      QSEs (Level 1-2) in accordance with paragraphs 4(1)(c)(i to vii) and 4(2) of the
      PPPFA regulations 2017.Details of the Sub-contractor to be submitted with the
      tender, including the name, registration documents, ID copies of shareholders
      /directors and BBBEE status of the subcontractor (for more details, refer to Annexure
      D).

  •   A sub-contractor that is selected must be registered on the Central Supplier
      Database (CSD).

  It is the responsibility of Tenderer to select a competent Sub-contractor that meets all
  requirements of the tender.
Pre-qualification cont…

  In addition to the above companies should also submit the following documents

  •   B-BBEE certificate/Sworn Affidavit of the subcontractor belonging to designated
      groups, registration documents, ID copies of shareholders/directors of subcontractor
  •   CSD number
  •   JV agreement and JV B-BBEE certificate( if applicable)
  •   Signed sub-contracting intent agreement

  If not submitted by tender submission deadline, the tenderer will be disqualified

  NB. Subcontractor must have no relationship with the main contractor either in a
  form of being part of it or related in any form that my constitute conflict or
  whether by shareholders or directors. Any relationship that constitutes conflict
  shall result in the tenderer being disqualified

  Tenderers who do not meet the minimum pre-qualification criteria, will be deemed an
  unacceptable tender and be disqualified.
SD&L cont…… (Regional)

TABLE 1: SUPPLIER DEVELOPMENT AND LOCALISATION COMPLIANCE MATRIX FOR SUPPLIERS AND CONTRACTORS

                                                                                                   Proposed        Total Overall
Criteria                                                         Weight (%)     Total Target (%)  Target (%)      Weighted Score
Local Content to South Africa                                       20.00%          100.00%                           0.00%
    Local Content Local to Site                                     10.00%           20.00%                           0.00%
    Procurement from BPwD                                           10.00%           5.00%                            0.00%
    Procurement from BYO                                            10.00%           5.00%                            0.00%
    Procurement from BWO                                            10.00%           10.00%                           0.00%
    Procurement from BO                                             10.00%           10.00%                           0.00%
Skills Development                                                  30.00%                                            0.00%
Total Score                                                       100.00%
                                                               Total Supplier Development and Localisation
                                                                                                                       0.00%
                                                               Score

TABLE 2: SKILLS DEVELOPMENT COMPLIANCE MATRIX
                                                                                                    Proposed
                                                                                                   Number of                           Proposed
                                                                                Target Number     Persons to be    Target Number       Number of
                                                                               of Persons to be      Trained      of Persons to be   Persons to be
                                                                                Trained (Local      (Local to         Trained           Trained        Total Weighted
Skill Type (Occupation)               OFO Occupational Group     Weight (%)    to South Africa)   South Africa)    (Local to Site)   (Local to Site)       Score
Virtualisation administrator                                        10.00%            20                                  0                0                0.00%
Virtualisation analyst                                              10.00%            15                                  0                0                0.00%
Network Analyst                                                     15.00%            15                                  0                0                0.00%
Service Technician, Maintenance & Support                           15.00%            20                                  0                0                0.00%
Windows server analyst                                              10.00%            15                                  0                0                0.00%
Windows server administrator                                        15.00%            20                                  0                0                0.00%
Unix / Linus administrator                                          10.00%            20                                  0                0                0.00%
Unix / Linus analyst                                                15.00%            15                                  0                0                0.00%
                                      Total                       100.00%            140               0                  0                0               0.00%

To be c omplet ed by Tenderer

Number of jobs to be created as a result
of this contract
Number of jobs to be retained as a result
of this contract
Contents

  • Introduction
  • Commercial Process
  • SD&L

  • Safety Requirements

  • Quality Requirements
  • Infrastructure as a service (Regional) Technical Scope and Evaluation
  • Infrastructure as a service (Regional) Pricing Model
SHE requirements

      Refer to Annexure E

             21
Contents

  •   Introduction
  •   Commercial Process
  •   SD&L
  •   Safety Requirements

  • Quality Requirements

  • Infrastructure as a service (Regional)Technical Scope and Evaluation
  • Infrastructure as a service (Regional) Pricing Model
Quality requirements

                Refer to Annexure F

                                      23
General presentation / submission

1. Subdivide the file per section and per requirement.

2. Where a requirement specify a procedure, submit a documented
   procedure as per ISO 9001 standard and not a unclear statement

3. Where one document / procedure is applicable to more than one
   requirements - resubmit it in all applicable sections

   E.g.

   1.SHEQ Policy for Quality policy

   2.Manual for Mandatory procedure

   3.etc

                                                                   24
Contents

  •   Introduction
  •   Commercial Process
  •   SD&L
  •   Safety Requirements
  •   Quality Requirements

  • Infrastructure as a service (Regional)Technical
    Scope and Evaluation

  • Infrastructure as a service (Regional) Pricing Model
High level overview of scope

Eskom requires the services of a Cloud service provider, with a local presence that will be
responsible for providing a Hybrid Cloud Infrastructure as a Service (IaaS) offering, to support
Eskom’s production, quality assurance, development and disaster recovery computing
environments. The Iaas offering is seen as a contracted service through a provider owned,
managed, and supported platform i.e. The Supplier must take over Eskom’s existing IT
infrastructure and supply it back as a service.

Eskom requires an IaaS offering that delivers the following services:
• Infrastructure management, support and maintenance of the Environments in Scope
• Cloud computing provisioning services
• Backup and storage services
• Network services
• Operating system provisioning and support (Including utilities and schedulers)
• Disaster Recovery services
• Information Security services
• Basic Hosting services (where required)
Environments in scope
The environments in the scope of this RFP are defined as follows:
Baseline Environment - Eskom’s currently allocated and utilized computing resources on-
premise, including any associated disaster recovery environments, as per Eskom’s
specification. This encompasses both physical and virtualized environments. This environment
is described Appendix A
On-premise private IaaS - This environment must be provisioned on demand for future private
on-premise computing requirements including any associated disaster recovery environments,
as per Eskom’s specification.
Off-premise private IaaS - This environment must be provisioned on demand for future private
off-premise computing requirements including any associated disaster recovery environments,
as per Eskom’s specification.
Public IaaS - This environment must be provisioned on demand for future computing
requirements that may be deployed on public cloud platforms including any associated disaster
recovery environments, as per Eskom’s specification.
Environments in scope – Baseline environment

Baseline Environment - Eskom’s currently allocated and utilized computing resources on-
premise, including any associated disaster recovery environments, as per Eskom’s specification.
This encompasses both physical and virtualized environments
Environments in scope – Baseline environment
 (Regional)
Data Centres:
• Eskom’s IT Infrastructure is hosted mainly in its regional Data Centres however some
  infrastructure is hosted in server rooms at power stations and corporate offices. The Data
  Centres that form part of the Regional sites are listed below:
              #    Name                       Physical Address

              1    Bellville                  60 Voortrekker Road, Basement Floor, Eskom Building, Bellville, 7530

                                               st
              2    Bloemfontein               1 floor Eskom Centre, 120 Henry Street, Westdene, Bloemfontein, 9301

              3    Brackenfell                Evkom Road, Brackenfell

              4    Duvha                      Duvha P/Station, Bethal Road, Witbank, 1034

              5    Duvha Stabnac              SOC Duvha, Duvha Power station, Bethal Road, Witbank

              6    East London                Eskom SOC, Cnr Bonza Bay Road & Quenera Drive, Beacon Bay, East
                                              London, 5241
              7    Enterprise Park            Sunilaws Office Park, C/R Quenera Drive & Bonza Bay Road, Beacon
                                              Bay, 5241
              9    Mkondeni                   1 Portland Road, Mkondeni

              11   Polokwane                  30 Hans van Rensburg street, Polokwane, 0700

              12   Rosherville                Lower Germiston Rd, Rosherville, 2002

              13   Sanhill                    Eglin Road, Sunninghill

              14   Simmerpan - Distribution   Cnr.Power Refinery RD Germiston

              15   Simmerpan - Transmission   3d Floor core, ESKOM National Control Building, Simmerpan, cnr of
                                              Lake (called Refinery on some maps) and Power street, Germiston
              16   Witbank                    Cnr Watermeyer & Jellicoe Street, Eskom Park, Witbank, 1035
Environments in scope – Baseline environment
 (Regional)
Networks:

•   With respect to connectivity between the Cloud Provider and the Eskom Network, all network
    connections into the Eskom Network will be established via a vendor neutral site.
•   Eskom will extend its network to the vendor neutral site and connectivity from the Cloud
    Service Provider to the vendor neutral site must be provided and managed by the Cloud
    Service Provider.
•   Connectivity from the vendor neutral site to Eskom will be provided and managed by Eskom.
•   The network design must include security devices (e.g. Firewalls, etc.) and software to enable
    connection to Eskom internal systems for integration purposes.
•   Eskom will see the environments hosted in the IaaS Cloud platform as an extension of it’s
    network (except for the Public IaaS environment).
Environments in scope – Baseline environment
 (Regional)
Backups:

Eskom leverages on its Enterprise backup environment for all backup requirements.
The Supplier will be responsible for providing/provisioning backups for all application
environments and end-point (laptops, desktops etc) devices in the landscape that require
backups. The Supplier will be responsible for the implementation of backup and recovery solution
as well as the maintenance and support of the backup services. Eskom utilises NetBackup
software for the backup of its servers/application environments and Commvault software for the
backup of its End-Point devices.
Environments in scope – Baseline environment
 (Regional)
Backups:

                             Figure 2: Backup Infrastructure Landscape

 Refer to Appendix A of RFP for a detailed description of the backup hardware and schedule
Environments in scope – Baseline environment
 (Regional)
Backup Infrastructure Overview:

                Device Description                     Quantity           Applicable Sites

                MSDP                                   33                 All Power Station

                Media Servers: x86                     10                 Regional(7 Traditional DX Sites)

                Master servers: x86                    8                  Regional(7 Traditional DX Sites)

                Backup Storage: Quantum + HP + 11                         Regional(7 Traditional DX Sites)
                Huawei

                Tape Library: HP + Quantum             9                  Regional(7 Traditional DX Sites)

                                         Table 2: Backup Infrastructure
Environments in scope – Baseline environment
 (Regional)
Backup Infrastructure Overview:

The Supplier will be responsible for the implementation of backup and recovery solution as well
as the maintenance and support of the backup services.
Backup schedule required: Please refer to Appendix A
Environments in scope – Baseline environment
 (Regional)
End-Point Backup Infrastructure Overview:

The End-point Solution is a centralised solution with Media Agents (servers) deployed in the
regions to backup the regional end-point devices. Data is replicated from the regional Media
Agents to the Replication Targets in Central. The Hybrid Cloud IaaS Supplier for Central will
support and manage the back-end solution however the Regional Hybrid Cloud IaaS Supplier is
expected to manage and support the regional Media agents (listed in the table below).

                              Device Role               Quantity   Location
                   CommCell Server (Console)                1      Central
                   Replication Targets                      4      Central
                                                            9      Regional
                   Media Agent
                                                            2      Central
                   Table: End-Point Backup Infrastructure
Environments in scope – Baseline environment
 (Regional)
Backups: End-Point Backup Landscape Overview

                             Figure: End-Point Backup Infrastructure Landscape

 Refer to Appendix A of RFP for a detailed description of the backup hardware and schedule
Environments in scope – Baseline environment
 (Regional)
Storage:

•   Eskom leverages on its Enterprise Storage environment for all storage requirements.
•   Depending on the requirements of the application/solution, different tiers of storage gets
    allocated as depicted below.
•   The Supplier will be responsible for providing/provisioning storage for all application
    environments in the landscape.

                                    Figure 3: Tiered Storage Model
Environments in scope – Baseline environment
 (Regional)
Storage Infrastructure Overview:

            
                                      Array       T0      T1      T2      T3       Total
                    Array Types       Count      (TB)    (TB)    (TB)    (TB)      (TB)
                    3Par 7200          16                 676                         676
                    3Par 7400           7           43    106     208        409      765
                    3Par 8200           2            4     70                          74
                    StoreVirtual
                    3200                4                           33                33
                    XIV Gen3            2                  213                       213
                    Grand Total         31          47 1 064      240        409    1 761

                                   Table 5: Disk array Type Infrastructure
Environments in scope – Baseline environment
 (Regional)
Storage Infrastructure Overview:

      SVC Detail:

                                  Model         Number
                                  CG8             14
                                  Grand
                                  Total           14

                                  Table 6: IBM SVC Detail

      SAN Equipment Detail:

                                 Model           Number
                                 Brocade 5100      14
                                 Brocade 6510       4
                                 Grand Total           18

                               Table 7: SAN Equipment Detail
Environments in scope – Baseline environment
 (Regional)
Server Landscape:

Eskom uses physical and virtual servers based on Windows, Linux or UNIX both in stand-alone
and in cluster configurations. The Supplier should have skills in the following technology areas to
support Eskom’s Servers (including but not limited to):

                              Table 1: Infrastructure Technology Standards

     CPU Architecture       Operating Systems                Virtualization          Storage
    X86                 Windows Server          VM Ware                          Tier 0 (SSD)
    Non X86(RISC)          Linux                Oracle Virtual Machine Manager   Tier 1
                         SUSE
                         Red Hat
                         Oracle-Linux
                              Unix              Power VM                         Tier 2
                             AIX
                             Solaris
                             HP-UX
                                                Hyper V                          Tier 3
Environments in scope – Baseline environment
 (Regional)
Server Infrastructure Overview:

                                                       Count of
                              Hardware Type            OS
                              X86 Physical                   801
                                LINUX                           2
                                ORACLE LINUX                   25
                                SUSE LINUX                     36
                                VMWARE ESX                   162
                                WINDOWS SERVER               573
                                XEN SERVER                      3
                              VIRTUAL RISC                     27
                                AIX                            27
                              X86 VIRTUAL                   1535
                                LINUX                           1
                                ORACLE LINUX                 202
                                RED HAT LINUX                  12
                                SUSE LINUX                     64
                                UNKNOWN                        66
                                VMWARE ESX                      2
                                WINDOWS SERVER              1188
                              Grand Total                    2363
                              Table 8: AS-IS view of the server infrastructure
Environments in scope – Baseline environment
 (Regional)
• Server Infrastructure Sizing Overview:
                                                        Count of
                              Hardware Type             OS/SIZE
                              X86 Physical                           801
                                Large (9+ CPU's)                      53
                                  LINUX                               39
                                  WINDOWS SERVER                      14
                                Medium (4-8 CPU's)                    17
                                  WINDOWS SERVER                      17
                                Small (1-4 CPU's)                    731
                                  LINUX                               24
                                  VMWARE ESX                         165
                                  WINDOWS SERVER                     542
                              Physical RISC

                              VIRTUAL RISC                           27
                                Large                                 2
                                  UNIX                                2
                                Medium                                2
                                  UNIX                                2
                                Small                                23
                                  UNIX                               23
                              X86 VIRTUAL                          1535
                                Large                                54
                                  LINUX                               2
                                  WINDOWS SERVER                     52
                                Medium                              140
                                  LINUX                              45
                                  WINDOWS SERVER                     95
                                Small                              1341
                                  LINUX                             234
                                  VMWARE ESX                          2
                                  WINDOWS SERVER                   1105
                              Grand Total                          2363
                         Table 9: AS-IS Sizing view of the server infrastructure
Service Objectives

The following are the key high-level service objectives Eskom expects to achieve through
outsourced cloud IaaS services in this SOW:
• Meet Eskom’s business needs for highly available, reliable, scalable and secure services.
• Maintain compliance with industry standards and government regulations (e.g.. ITIL,
   ISO27000, POPI, and Six Sigma).
• Acquire services with availability guarantees backed by service levels (SLs) and associated
   penalties in the form of fee reductions with full earn-back opportunities.
• Acquire services that can leverage operational scale and best practices to achieve optimum
   commercial price performance.
• Acquire ongoing feedback mechanisms to ensure performance meets expectations.
• Scalable Hybrid IaaS environment
• Cloud enabled infrastructure
     • Automated
     • On-demand and Self-service enabled
     • Cloud management platform enabled
• Metered cloud computing resources consumption.
Objectives

Personnel:

The Provider will be responsible for providing appropriately skilled staffing to meet all cloud IaaS
services, roles and responsibilities with the relevant service levels set forth in the SOW.

Policies, Procedures and Standards:

The Supplier needs to adhere to Eskom’s Information Security Policy and Eskom Architecture
Standards.
License Agreements

Licensing Agreements:

The subscription software licenses that are coupled with the Infrastructure within scope are
deemed included as part of the asset sale. These include the Operating System and Security
software.
Virtualisation, Backup and Storage Software will be offered for use by the Supplier. The Supplier
is responsible for paying support and maintenance fees for these licences. These fees will be
offset during monthly billing. Conversely the Supplier will supply their own Virtualisation, Backup
and Storage Software at their own cost and also pay Support fees.

Hardware maintenance and support will be the responsibility of the Supplier for the duration of
the contract. Eskom will terminate the current hardware maintenance and support agreements
with the OEMs/vendors from the effective date.

Both the licenses and hardware maintenance and support agreements will be deemed included
as part of the asset sale provided it is within the bounds of the legal contract with the current
OEMs/vendors.
Hybrid Cloud IaaS Service Roles and
 Responsibilities
•   The IaaS infrastructure should not be shared with the vendor’s other tenants apart from the
    public IaaS environment.
•   In the SOW, we have separated the services into a support model for the Baseline
    infrastructure and the Private/Public Cloud Services.
•   Eskom has defined a roles and responsibilities matrix between the Service Provide and
    Eskom for the required services using the RASCI chart approach.
•   Eskom requires more than just the activities performed at the cloud IaaS by the Supplier.
    These activities, include but are not limited to planning and analysis, service-level monitoring
    and reporting, and performance management.
Hybrid Cloud IaaS Service – General Roles and
 Responsibilities
General roles and responsibilities:

The following services are required to be provided by the Supplier:
• Continuous refresh of the baseline IT infrastructure
• Provisioning of IT Infrastructure to cater for Eskom user demands
• Infrastructure management, support and maintenance of the Environments in Scope
• Cloud computing provisioning services
• Backup and storage services (includes hardware and software)
• Network services
• Operating system provisioning and support. (Including utilities and schedulers)
• Incident and Problem Management
• Disaster Recovery services
• Information Security services
• Basic Hosting services (where required)

NB. In the SOW the above roles and responsibilities are split into activities for the baseline
environment and activities for the cloud environment.
Hybrid Cloud IaaS Service Roles and
 Responsibilities – Compute (Server) environment
Operations, Administration and Management roles and responsibilities:
Operations and administration services are the activities associated with the day-to-day management of
the cloud IaaS computing environment.
• They provide and support a stable infrastructure and effectively and efficiently perform operational
   and processing procedures to ensure services meet SLA targets.
• It also includes job scheduling and execution activities e.g. for scheduling of batch jobs.

Maintenance and Refresh Services roles and responsibilities:
Maintenance and Refresh services are the preventative maintenance activities performed to ensure that
IaaS service is stable and will not fail. Its also includes the operational activities needed to support
Eskom’s ongoing development and project activities
• This service includes hardware and software maintenance, OS, hypervisor etc.
• It also includes activities needed to ensure that Eskom’s Servers are configured in accordance with
   Eskom’s Policies and directions.
• The Provider will also ensure installation of required monitoring applications, anti-malware, security
   agents and other non-OS related software.

Cloud Computing Services roles and responsibilities:
• Cloud computing services are the activities associated with the provisioning of compute resources
   on the cloud platform.
• The activities associated with the operations, administration and management of the cloud
   computing environment.
• The maintenance activities performed to ensure that cloud computing environment is stable and will
   not fail.
Hybrid Cloud IaaS Service Roles and Responsibilities –
  Storage and Data Management Services
Storage and Data Management Services roles and responsibilities:

•   Storage and data management services are the activities associated with the provisioning and
    day-to-day management of the installed storage and data environment.
•   These include direct access storage devices (DASD), redundant array of independent disks
    (RAID), storage area network (SAN), network-attached storage (NAS), and tape and optical.
•   They provide a stable support infrastructure and effectively and efficiently perform procedures
    to ensure services meet SLR targets and requirements.
•   It also includes the activities associated with the day-to-day management of the backup
    environment, including the associated backup media.

 Cloud Storage and Data Management Services roles and responsibilities

•   Storage and data management services are the activities associated with the provisioning and
    day-to-day management of the installed storage and data environment.
•   Providers must offer a wide variety of IaaS storage, and these services are often
    complementary to a compute offering. Block and object storage services are the most
    common offerings found in the industry. Block storage services typically are not exposed via
    the internet, whereas object services typically are. For further descriptions on the above
    storage services refer to the SOW.
•   They provide a stable support infrastructure and effectively and efficiently perform procedures
    to ensure services meet SLR targets and requirements.
Hybrid Cloud IaaS Service Roles and Responsibilities –
  Network Management Services
Network Management:

•   With respect to connectivity between the Cloud Provider and the Eskom Network, all network connections
    into the Eskom Network will be established via a vendor neutral site. Eskom will extend its network to the
    vendor neutral site and connectivity from the Cloud Service Provider to the vendor neutral site must be
    highly available and provided and managed by the Cloud Service Provider. Connectivity from the vendor
    neutral site to Eskom will be highly available and provided and managed by Eskom.
•   All Network management services for the Baseline and on-premise Private cloud environments will be
    provided by Eskom. All Network management services for the off-premise Private cloud and public
    environments will be provided by the Cloud Service Provider.

Network Management Services roles and responsibilities:

•   WAN Services constitutes two components – CORE (MPLS) networks and ACCESS networks. The service
    includes interconnectivity of networks across a geographically dispersed telecommunications network.
•   WAN Optimisation and Acceleration services - Consist of a group of technologies used to maximise the
    efficiency of data flow across a Wide Area Network (WAN). The objective of WAN Optimisation is to reduce
    bandwidth cost and optimise the response time of critical applications and information by using technologies
    like caching and compression.
•   Data Centre LAN - Covers the support and management activities to ensure a stable, reliable and secure
    Data Centre LAN and application centric infrastructure.

Cloud Network Services roles and responsibilities:

•   IaaS cloud offerings must operate at extreme scales to satisfy the complex requirements of multiple
    customers simultaneously. Therefore, the networking of all IaaS components is crucial to the overall viability
    of each service. The cloud network services cater for the Off-Premise and Public IaaS Cloud offerings.
Hybrid Cloud IaaS Service Roles and Responsibilities –
  Information Security Management Services
Information Security Management Services roles and responsibilities:

•    Information Security Management Services provide security related services that cut across
     an organisation’s business and IT environment to help safeguard and maintain the
     confidentiality, integrity and availability of information. This covers the following Information
     Security Management Services:
    • The Patch Management Service provides for the distribution, management, monitoring and
       feedback function of patch updates throughout Eskom’s IT infrastructure environment, as
       per the contracted service. This Service applies to the server operating system level.
    • The Anti-Malware Management Service provides for the distribution, centralised
       management, monitoring and feedback function of anti-malware signature files and updates
       throughout Eskom’s IT infrastructure environment, as per the contracted services. Anti-
       malware includes, but is not limited to Anti-virus, Host Intrusion Detection and Prevention
       System, Host-based firewall and advanced persistent threat protection.
    • The Vulnerability Management Service provides for identification, classification, remediation
       and mitigation of vulnerabilities.
    • This Service provides for expert consultation by the Provider in respect of the various
       Information Security Services offered by the Provider in its security catalogue.

Cloud Information Security Management Services roles and responsibilities
• Covers the Information Security Management Services related to the Private and Public Cloud
   platform.
Hybrid Cloud IaaS – Incident and Problem Management

Incident and Problem Management:

•   Incident and Problem Management service includes all the activities needed to actively
    resolve Incidents and to proactively close identified Problems.
•   For the Incident and Problem Management Roles and Responsibilities, Eskom follows ITIL
    Incident types and defines four priority levels of Incidents, depending on the level of severity:
    Priority 1, Priority 2, Priority 3 and Priority 4. Refer to the SOW for further detail.

NB. The IaaS Supplier will be required to supply information to the Cross Functional Service
Provider for incident and problem management.
Hybrid Cloud IaaS

Configuration tracking:

•   Configuration tracking service includes all the activities needed to ensure that Infrastructure
    assets and their configuration are properly tracked.

Capacity and Performance Management:

•   Component and Capacity Management service aims to ensure that the capacity and
    performance of services running on the IaaS Platform can deliver in accordance with the
    agreed Target Service Levels in a cost effective and timely manner, within the agreed
    Performance Standards. Eskom requires component level capacity and performance
    management to cover CPU, Memory, Network, etc.).

Customer Satisfaction:

The Supplier shall implement a process to manage customer satisfaction.

NB. Detailed description of the above services are found in the SOW.
Hybrid Cloud IaaS – Disaster Recovery Services

Disaster Recovery Services:

•   Disaster Recovery Services and IT Service Continuity are the activities associated with
    providing prioritised IT Service Continuity and Disaster Recovery Services for Eskom
    applications in respect of the infrastructure associated to the applications i.e. servers,
    storage/data and backup infrastructure. The Supplier will provide Disaster Recovery Services
    according to Eskom’s Disaster Recovery Plan, in respect of the infrastructure under the
    Supplier's control.
Hybrid Cloud IaaS – Hosting Services

Hosting Services:
Hosting services encompasses the supply and management of a hosting facility. A hosting facility
is a Datacentre that houses an organisation's IT infrastructure, including servers, storage and
networking equipment. The facility is vital to the continuity of daily operations. All Hybrid Cloud
IaaS infrastructure is hosted in Datacentres/server rooms to support Eskom’s daily operations.
The following Datacentres/servers rooms are in scope:
1. Baseline Environment: Eskom will supply and manage the hosting facilities for all baseline
    environments excluding the disaster recovery environment.
2. Eskom’s disaster recovery environment is hosted by our current Supplier at their hosting
    facility. Hosting services with the current Supplier for the disaster recovery facility will be
    available from the effective date until the end of the Transition Period. Post the transition
    period, the Supplier must continue providing the Disaster Recovery services without any
    break in service. The Supplier is required to independently contract with the current DR
    facility owner. The Supplier is not restricted from utilising another DR facility of their choice for
    DR hosting. DR Facilities should meet minimum requirements prescribed below. Costs of
    migration to a new DR Facility should also be indicated upfront and mutually agreed upon.
3. On-premise private IaaS: Eskom will supply and manage the hosting facilities for all On-
    premise private IaaS environment.
4. Off-premise private IaaS: The Supplier must supply and manage the hosting facilities for all
    Off-premise private IaaS environment.
5. Public IaaS: The Supplier must supply and manage the hosting facilities for all Public IaaS
    environment.
The above-mentioned environments must be hosted within the borders of South Africa.
Hybrid Cloud IaaS – Inclusions

Inclusions:

Eskom has infrastructure located in central that will be supported by the central Hybrid Cloud
IaaS Supplier and infrastructure located in the regions that will be supported by the regional
Hybrid Cloud IaaS Supplier. Eskom has IT solutions deployed on this infrastructure that span
across the central and regional locations i.e. the solutions are deployed on infrastructure located
in central that are linked to infrastructure located in the regions. For these types of IT solutions,
the central and regional Hybrid Cloud IaaS Supplier are expected to collaborate with each other
for server, storage and backup related matters and vice-versa.

The Cross Functional Services Supplier is dependent on input from the IaaS Supplier to deliver
on their mandate. The Supplier will provide assistance to the Cross functional Supplier to deliver
on their manadate.
Hybrid Cloud IaaS – Exclusions

Exclusions:

The following items are specifically excluded from this SOW:
• Application installation, support and management (however, assistance with server/OS related
  tasks for application is included)
• Database creation, support and management (however, assistance with server/OS related
  tasks for databases is included)
• Development and maintenance of a Disaster Recovery Plan (however, the execution of the
  plan during a Disaster or DR test is included, as well as the provision of technical information
  for the development of the plan)
• Disaster Recovery testing coordination (however, assistance with testing is included)
• Eskom’s Operation Technology (OT) infrastructure will require technical support but is
  excluded from the asset sale.
Service Level Requirements Overview

Hybrid IaaS SLRs:

•   Eskom needs support and service levels from the Supplier that will accommodate
    enterprise-grade hosting requirements on the Baseline, Private and Public Cloud platforms.
    Eskom’s expectations for service performance are described in detail in the SOW and in
    Appendix B.
•   Eskom requires three possible levels of services (i.e. Standard, Advanced, Premium) as
    described in Appendix B.
•   The level of service is determined based on the Business criticality for a specific
    environment.

NB. The current SLA ratings are based on a star rating methodology i.e. 1-5 star. The new SLA
rating methodology is Standard, Advanced, Premium. The supplied CMDB file has the
conversation already shown under the SLA column.
Description of Main Service KPIs – Baseline SLR

IaaS Support              Description of the Main Service KPI’s
     Management           Availability - System uptime (excluding scheduled downtime)

                          Mean time to apply approved patches (from time of approval to install)
                          Serviceability - Mean Time to Restore (MTTR) 99% of devices
Maintenance and Refresh   Reliability - Number of repeat allowed faults on a CI per quarter

                          Mean time to provision a virtual server and associated storage and backups (if required)
                          Mean time to decommission a physical server from final approval
                             Mean time to resolve        Mean time to resolve critical (P1) incident
                                    tickets
                                                         Mean time to resolve major (P2) incident
  Incident and Problem                                   Mean time to resolve minor (P3&P4) incident
      Management
                             Mean time to submit         Mean time to submit the information for the first draft Root Cause
                                   reports               Analysis Report (from resolution of the incident)
                          Anti-malware agents deployed and active on entire estate

                          Mean time to apply approved security patches (from time of approval to install)
  Information Security
                          Mean time to conduct vulnerabilities scans and remediate findings

     Configuration        Mean time to provide information regarding any update on system configuration to enable the update
                          of the Configuration Management System
     management
 Customer Satisfaction    Minimum percentage of satisfied users
Description of Main Service KPIs – Baseline SLR

IaaS Support       Description of the Main Service KPI’s
                   Input to Service Improvement Plans
                   Delivery on Adhoc reports when requested
                   Report on recalls for resolved Incidents
      Inclusions
                   Report on the number of incidents caused by change requests
                   Update information about Problems, workarounds and resolutions in the Knowledge Management
                   System and the Known Error Database
                   Report on the number of incidents caused by threshold breaches relating to capacity and performance
                   management

                                                                                 Detailed list in Appendix B
Description of Main Service KPIs – Hybrid Cloud
SLR
IaaS Support              Description of the Main Service KPI’s
     Management           Availability - System uptime (excluding scheduled downtime)

                          Mean time to apply approved patches (from time of approval to install)
                          Serviceability - Mean Time to Restore (MTTR) 99% of devices
Maintenance and Refresh   Reliability - Number of repeat allowed faults on a CI per quarter

                          Mean time to provision a virtual server and associated storage and backups (if required)

                             Mean time to resolve        Mean time to resolve critical (P1) incident
                                    tickets
                                                         Mean time to resolve major (P2) incident
  Incident and Problem                                   Mean time to resolve minor (P3&P4) incident
      Management
                             Mean time to submit         Mean time to submit the information for the first draft Root Cause
                                   reports               Analysis Report (from resolution of the incident)
                          Anti-malware agents deployed and active on entire estate

                          Mean time to apply approved security patches (from time of approval to install)
  Information Security
                          Mean time to conduct vulnerabilities scans and remediate findings

     Configuration        Mean time to provide information regarding any update on system configuration to enable the update
                          of the Configuration Management System
     management
 Customer Satisfaction    Minimum percentage of satisfied users
Description of Main Service KPIs – Hybrid Cloud
SLR
IaaS Support                 Description of the Main Service KPI’s
Cloud Network Availability   Availability of the Network connectivity and network components that the Provider is responsible for

                             Network traffic performance across regions must achieve the following sustained metrics between two
                             regions: Ping round-trip time (RTT) less than or equal to 75 milliseconds (ms)
 Cloud Network Services
      Performance            Network traffic performance across regions must achieve the following sustained metrics between two
                             regions: Transfer of a 1GB file over Secure Copy (SCP) at a speed greater than or equal to 2 MB/sec.

                             Input to Service Improvement Plans

                             Delivery on Adhoc reports when requested

                             Report on recalls for resolved Incidents
       Inclusions
                             Report on the number of incidents caused by change requests

                             Update information about Problems, workarounds and resolutions in the Knowledge Management
                             System and the Known Error Database
                             Report on the number of incidents caused by threshold breaches relating to capacity and performance
                             management

                                                                                             Detailed list in Appendix B
Description of Main Service KPIs – Disaster Recovery
SLR
Transition and Transformation Management

Planning, Coordination and Management of Integrated Transition and Transformation
projects:
•   A high-Level Roadmap with key milestones
•   Create an integrated Transition plan with Eskom and Eskom Service Providers reflecting the
    transition of the service
•   Project Manage Transition project activities
•   Create a comprehensive list of all Transformation projects
•   Create an integrated Transformation plan with Eskom and Eskom Service Providers
•   Detail all assumptions, all risks and mitigation plans
•   Inclusions and Exclusions
•   RACI matrix
•   Ensure open communication to all the stakeholders during the Transition and Transformation
    projects
•   Detail the methodology to be used to conduct a Due Diligence exercise
    – A Due Diligence exercise is not compulsory however the methodology must be provided
      even if the Supplier chooses not to conduct the Due Diligence exercise.
    – A Due Diligence exercise can be done for the purposes of improving the Suppliers service to
      Eskom and not for any pricing adjustments relating to the services or assets.
Hybrid Cloud IaaS Service – Technical Returnables

Technical Returnables:
Contents

  •   Introduction
  •   Commercial Process
  •   SD&L
  •   Safety Requirements
  •   Quality Requirements
  •   Infrastructure as a service (Regional) Technical Scope and Evaluation

  • Infrastructure as a service (Regional) Pricing Model
Pricing Model

                Refer to Annexure O
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