Corp 4220R Infrastructure as a Service (IaaS) - Regional - 08 March 2019 - National Treasury eTender
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08 March 2019
Corp 4220R
Infrastructure as a Service
(IaaS) - Regional
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
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
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
NorthsideCommercial – 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&LStep 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 IndicativeStep 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 dateStep 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 dateSteps 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 furtherSteps 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
16Pre-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 contractContents • 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
21Contents • 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
23General 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
24Contents
• Introduction
• Commercial Process
• SD&L
• Safety Requirements
• Quality Requirements
• Infrastructure as a service (Regional)Technical
Scope and Evaluation
• Infrastructure as a service (Regional) Pricing ModelHigh 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, 1035Environments 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 scheduleEnvironments 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 InfrastructureEnvironments 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 InfrastructureEnvironments 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 scheduleEnvironments 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 ModelEnvironments 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 InfrastructureEnvironments 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 DetailEnvironments 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 3Environments 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 infrastructureEnvironments 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 infrastructureService 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 usersDescription 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 BDescription 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 usersDescription 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 BDescription 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 OThank You
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