Tinxsys RFP

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Goods and Services Tax Network, New Delhi
REQUEST FOR PROPOSAL (RFP)

FOR
SELECTION OF MANAGED SERVICE PROVIDER
(MSP) TO OPERATE AND MANAGE TAX
INFORMATION EXCHANGE SYSTEM (TINXSYS)
VOLUME-2 of 3
RFP No: GSTN/
10th June 2018

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Contents
Table of Contents
ABBREVIATION .................................................................................................................................... 4
List of Tables ......................................................................................................................................... 5
1. TINXSYS – Project Background ............................................................................................. 6
2. TINXSYS - Overview .................................................................................................................. 6
2.1 Statistics .................................................................................................................................................... 8
2.2 Geographical scope................................................................................................................................... 9
3. Stakeholders ............................................................................................................................ 11
4. Scope of Work .......................................................................................................................... 11
4.1 Transition of TINXSYS application ........................................................................................................... 11
4.2 Operations and maintenance of TINXSYS application ............................................................................. 12
4.3 Change & Enhancements in TINXSYS System (SD team to confirm) ......................................................... 12
4.4 Preparation of Manuals & submission of reports to GSTN (SD team to confirm) .................................... 12
4.5 Asset Management ................................................................................................................................. 13
4.6 Enhancement of WEB SERVICES (SD team to confirm) ............................................................................ 14
5. Overview of TINXSYS APPLICATION (SD team to comfirm) .................................... 16
5.1 Dealer Verification Module ..................................................................................................................... 16
5.2 File Upload Module ................................................................................................................................ 17
5.3 Statutory Form Verification Module ....................................................................................................... 17
5.4 MIS Report Module ................................................................................................................................ 17
5.5 Web Services Architecture ...................................................................................................................... 17
5.6 Technology Stack TINXSYS (SD to confirm).............................................................................................. 18
6. Project phases, Deliverables & Timelines...................................................................... 19
Goods and Services Tax Network Page 2

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6.1 Transition Phase ..................................................................................................................................... 19
6.2 Operations & Maintenance phase .......................................................................................................... 21
7. Payments ................................................................................................................................... 23
7.1 Payment Schedule .................................................................................................................................. 23
7.2 Payment terms & conditions: ................................................................................................................. 23
7.3 Travel Payments ..................................................................................................................................... 23
8. Knowledge Transfer & Exit Management ...................................................................... 24
8.1 Transfer of Assets ................................................................................................................................... 24
8.2 Cooperation and provision of information .............................................................................................. 24
8.3 Confidential information, security and data............................................................................................ 26
8.4 Employees .............................................................................................................................................. 26
8.5 Transfer of certain agreements ............................................................................................................... 26
8.6 Rights of access premises........................................................................................................................ 26
8.7 General obligations of the MSP .............................................................................................................. 27
8.8 Exit management plan ............................................................................................................................ 27
9. Key Personnel .......................................................................................................................... 28
10. Service Level Agreement (SLA) .......................................................................................... 31
10.1 SLA NOTES .............................................................................................................................................. 36
10.2 Annexure I – SLA Calculation & Measurement ........................................................................................ 37
11. TINXSYS-Existing Bill Of Material (DC, DR) ................................................................... 66
12. ANNEXURE – FORMAT FOR CHANGE CONTROL NOTICE ........................................... 67

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ABBREVIATION
The following table provides abbreviations used in this RFP.
Abbreviation Description
AMC Annual Maintenance Charge
ATS Annual Technical Support
CTDs Commercial Tax Departments
DC Data Center
DRC Disaster Recover Center
EC Empowered Committee of State Finance Ministers

GST Goods and Services Tax
GUI Graphical User Interface
GSTN Goods AND Services Tax Network
H/W Hardware
IDE Integrated Development Environment
JSP Java Server Pages
JDBC / ODBC Java database connectivity / Open Database Connectivity
MSA Master Service Agreement (part of Vol. III of the RFP)
MSP Managed Service Provider
OEM Original Equipment Manufacturer
ORM Object Relational Mapping
PL / SQL Procedural Language/Structured Query Language
PMU Project Monitoring Unit
SPV Special Purpose Vehicle
S/W Software
SLA Service level agreement
SPoC Single Point of Contact
TINXSYS Tax Information Exchange System
UTs Union Territories

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List of Tables
The following table are described in this RFP.

Table No Description
Table 1 TINXSYS – Vital Statistics
Table 2 Geographical scope
Table 3 TINXSYS Reports List GSTN
Table 4 List of States / UT issuing online Statutory Forms
Table 5 Type of reports
Table 6 Technology Stack TINXSYS
Table 7 List of tools and products that are used for deployment of the TINXSYS Application
Table 8 Transition Phase –Deliverables & Reports
Table 9 Operations & Maintenance phase –Deliverables & Reports
Table 11 Resource Requirements
Table 11 Service Level Agreement(SLA)
Table 12 SLA Calculation & Measurement
Table 13 Existing Bill Of Material Data Centre
Table 14 DR site on Wipro cloud at GNDC
Table 15 Software Asset Details at Data Center
Table 16 TINXSYS ISP Links at DC/DR

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1. TINXSYS – Project Background
Tax Information Exchange System (TINXSYS) is a centralized exchange of all interstate dealers spread
across the various States and Union territories of India. TINXSYS is an exchange and repository of
interstate transactions taking place among various States and Union Territories. TINXSYS will help the
Commercial Tax Departments of various States and Union Territories to effectively monitor the
interstate trade.
TINXSYS is used by any dealer to verify the counter party interstate dealer in any other State. Apart from
dealer verification Commercial Tax Department officials uses TINXSYS for verification of central Statutory
Forms issued by other State Commercial Tax Departments and submitted to them by the dealers in
support of the claim for concessions. TINXSYS also provides MIS and Business Intelligence Reports to the
Commercial Tax Departments to monitor interstate trade movements. TINXSYS is used as an effective
centralized tool for verification and monitoring of interstate trade in post VAT scenario.
The Empowered Committee, in consultation with the Government of India, had decided to have a
technology based computerized system, viz Tax Information Exchange System (TINXSYS) in the year 2003.
The key objective of the project was to obtain information related to inter-State trade and prevent
fraudulent transactions through spurious statutory forms and thereby tax evasion. With this objective in
sight, M/s 3i-Inifotech Pvt. Ltd. was appointed as the MSP on 30th September, 2004 till 31st March, 2010
and was extended time-to-time till 31st March 2015. After setting up of GSTN, it was decided by the EC
that the ownership of TINXSYS project shall be transferred to GSTN with effect from 1st April, 2015. GSTN
selected M/S Wipro through a National tender and appointed M/s Wipro as the MSP to Run, Operate and
Manage Tax Information Exchange System (TINXSYS) till 4th September 2018.
The following facilities are commissioned as part of the project:
(a) TINXSYS Data Centre is located at M/s Wipro premises Pune and Disaster Recovery Site is at M/s
Wipro cloud located at Greater Noida.
(b) Nationwide Interactive Voice Response facility is accessible through toll-free number.
(c) Dedicated network providing connectivity between Data centres and Commercial Tax Departments
of 34 States/Union Territories has been made available on real time basis.
(d) TINXSYS website with facility for verification of dealer information has been made available.
(e) In States/Union Territories, Networking and End-user computing equipment’s have been installed.
(f) The MSP has developed Bespoke Software Application. The portal and application is hosted on the
World Wide Web through an authorized domain name Tinxsys.com.
(g) The MSP is providing a centralized data warehousing solution TINXSYS at Data Centre Pune and Greater
Noida (DR)..
(h) As the Tax Information Exchange System carries a sensitive Government data, the MSP has developed
its application considering various security measures in order to provide adequate security at all
levels.
(i) The MSP has carried out training to the respective State CTD employees as well as the GSTN staff.
(j) The MSP is ensuring uninterrupted support to various types of activities through dedicated
Helpdesk at Pune.
(k) The MSP has deployed Resident engineers at all 34 CTD locations for sending the Tinxsys data files by
private email and in encrypted format to the Primary DC at Pune for uploading in the portal
(Tinxsys.com)
(l) MIS reports are available to designated tax officers over internet.TINXSYS Data Centres has ISO 27001
certification.
2. TINXSYS - Overview
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In the GST regime, TINXSYS would be required till the time assessment for all past financial years is
carried out by all the states. In the GST regime only goods exempted from GST, will require the issue
of the prescribed forms.
The TINXSYS project has grown over the years as can be seen by the various usage indicators as given
below:
Number of Dealers
Year 2009 2010 2011 2012 2013 TOTAL
Number 278672 317906 353418 395713 39699 1742108
C Form Issuance
Year 2009 2010 2011 2012 2013 TOTAL

Number 7277978 8464106 9888992 10935560 13972230 50538866
E1 Form Issuance
Year 2009 2010 2011 2012 2013 TOTAL

Number 95814 67742 71461 80291 98253 413561
E2 Forms Issuance
Year 2009 2010 2011 2012 2013 TOTAL

Number 21717 9177 9923 9299 10352 60468
F Forms Issuance
Year 2009 2010 2011 2012 2013 TOTAL

Number 671498 705652 764267 968722 1290461 4400600
H Forms Issuance
Year 2009 2010 2011 2012 2013 TOTAL

Number 254060 273466 2925523 307753 408042 1535874
Returns
Year 2009 2010 2011 2012 2013 TOTAL

Number 3618072 4594997 5517335 6127344 8392007 28249755

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Total number of reports generated
Year 2009 2010 2011 2012 2013 TOTAL

Number 1605 551 431 1034 554 4175
Facility to check dealer and form details in batch mode is also there to help States track inter-State
transactions much more effectively and thus check evasion of tax.
2.1 Statistics
Table-1 TINXSYS Statistics

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Parameter FY 2012-13 FY 2013-14
No. of internet users 6885 1393
No. of Intranet users 464 41
Number of Registered Dealer (DLMB) 408730 380948
Number of C Forms Registered in TINXSYS 11522996 14578607
Number Other Forms Registered in TINXSYS 1513244 1854187
2.2 Geographical scope

The geographical scope of the project shall be GSTN head-office, and Commercial Taxes Department of 34
States/Union Territories. MSP is required to deploy adequate shared resources at Data Center and DR site
for day-to-day operations and management of applications and Infrastructure. Centrally managed helpdesk
to co-ordinate with all 34 States/Union Territories for data collection, upload, re-conciliation and handling
IT issues reported by the CTDs.. Details of the office locations are:
Table-2 CTD locations of TINXSYS Project
Location
S CTD Postal Address
Commissioner of Commercial Taxes Department, C.T
1 Andhra Pradesh
Complex, Nampally, Hyderabad-500 001.
OFFICE OF THE COMMISSIONER OF TAX & EXCISE, C-
2 Arunachal Pradesh SECTOR, NEAR BANK TINALI , ITANAGAR ,
ARUNACHAL PRADESH , PIN :791111
COMMISSIONERATE OF TAXES KAR BHAWAN -
3 Assam
GANESHGURI, GUWAHATI ASSAM, PIN : 781006
Commercial Tax Department Vikash Bhawan Bailey
4 Bihar
Road - Patna
Department of Excise and Taxation , Additional
5 Chandigarh Townhall Building, Sector17-C,U.T., Chandigarh Pin
Code-160017
Commercial Tax Department, Near Raj Bhawan, civil
6 Chattisgarh
lines, Raipur, Chhattisgarh - 492001
Department of Value Added Tax,
1st Floor, Udhyog Bhavan, 66 KV Road, Near
7 Dadra Nagar Haveli
Secretariat, Village Amli,
U.T of Dadra & Nagar Haveli - 396230
3rd Floor UDYOG BHAVAN, Near SUZLON, Bhenslore,

8 Daman and Diu
Nani Daman, Daman
12th Floor, EDP CELL, Department Of Trade &

9 Delhi Taxes,Vyapar Bhawan,ITO, I.P. Estate.New Delhi-
110002
Commissioner of Commercial Taxes,Vikrikar
10 Goa
Bhavan,Old High court Bldg,Panaji,GOA-403001
OFFICE OF THE COMMISSIONER OF COMMERCIAL
TAX, B/2, COMMERCIAL TAX BHAVAN,ASHRAM
11 Gujarat
ROAD,AHMEDABAD-380009, GUJARAT, PHONE : 079
26586830 FAX NO : 079 26580408

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Excise and Taxation Commissioner, Vanijya
12 Haryana Bhavan,Plot no. I-3,Sector - 5, Panchkula,Chandigarh
-134151.
EXCISE & TAXATION DEPARTMENT Government of
13 Himachal Pradesh Himachal Pradesh B-30, SDA Complex, Kasumpti,
Shimla, 171009.
Jammu and IIInd Floor, Excise & Taxation Complex, Near Rail
14
Kashmir Head, Jammu, J&K
III rd Floor, Commercial Taxes Department,
15 Jharkhand Jharkhand Mantralaya, Project Building, Dhurwa,
Ranchi, PIN- 834004
Commercial Tax Department,Gandhi Nagar,Oppsoite

16 Karnataka
to Sagar Theater ,PIN 560001,Bangalore,Karnataka.
Tax Towers, Killippalam, Karamana PO,

17 Kerala
Thiruvananthapuram 695002
18 Lucknow Office of the Commissioner,Commercial Tax U.P.
Moti Bunglow Compound, M.G Road Near Gandhi
19 MadhyaPradesh
Hall , Indore Madhya Pradesh 452001
TINXSYS & Interstate cross check cell, Mahavikas, 9th
20 Maharashtra floor, Room No. 901 Vikrikar Bhavan, Mazgaon,
Mumbai - 10
Department of Taxes, old high Court, near Classic
21 Manipur
Hotel, Imphal-west, Manipur 795001
Commissioner of Taxes, Taxation Department,
22 Meghalaya Administrative Building, Lower Lachumiere, Shillong-
793001, Meghalaya.
Office of the Commissioner of Taxes, New Capital
23 Mizoram
Complex, Khatla, Aizawl – 796001 Mizoram
Office of The Commissioner of Taxes, Dimapur,
24 Nagaland
Opposite of ADC Court, Dimapur, Nagaland -797112
The Commissioner of Commercial Taxes, Banijyakar
25 Odisha Bhawan , Old Secretariat Compound, Post Box - 9,
Cuttack - 753001, Odisha.
Commercial Taxes Department, 100 Feet Road,
26 Puducherry
Ellapillaichavady, Pondicherry-605005
Office of Excise and Taxation Commissioner Punjab,
27 Punjab Bhupendra Road, Opp. Café Coffee Day Near 22 No.
Phatak, Patiala
Commercial Tax Department, KAR Bhawan, Bhawani
28 Rajasthan Singh Road, Ambedkar Circle, C-Scheme, Jaipur,
Rajasthan, PIN- 302005
Commercial Tax Division; Finance & Revenue
29 Sikkim Departemnet; Sitco Building; Deorali; Gangtok; E-
Sikkim; Pin:-737102

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Offices of Commercial Taxes,Computer Section,4th
30 Tamil Nadu Floor,Greams Road,Near D.P.I. Office,Chennai - 600
006.
Commissioner of Taxes & Excise,P.N Complex,
Gorkha Basti,Agartala,Tripura(west) 2.Commissioner
31 Tripura
of Taxes & Excise,Kar Bhawan, near Palace
compound,Agartala,Tripura (west)
32 Uttar Pradesh Office of the Commissioner,Commercial Tax U.P.
33 Uttaranchal 23 Laxmi Road, Dalanwala, Dehradun-248006
34 West Bengal 14 Beliaghata Road Kolkata-700015
3. Stakeholders
The stakeholders for TINXSYS project include:
(a) Goods and service tax network (GSTN) – Goods and Services Tax Network (GSTN) is a Section 8
(under new companies Act, not for profit companies are governed under section 8), non-
Government, private limited company. It was incorporated on March 28, 2013. The
Government of India holds 24.5% equity in GSTN and all States of the Indian Union, including
NCT of Delhi and Puducherry, and the Empowered Committee of State Finance Ministers (EC),
together hold another 24.5%. Balance 51% equity is with non-Government financial
institutions. The Company has been set up primarily to provide IT infrastructure and services
to the Central and State Governments, tax payers and other stakeholders for implementation
of the Goods and Services Tax (GST). The authorized Capital of the company is INR 10, 00,
00,000 (Rupees ten crore only).
(b) Commercial taxes departments of the various State Governments – All the 34 States / UT’s
Commercial Tax department are the primary user of TINXSYS application and will be involved in
finalization of requirements & acceptance of deliverables.
(c) Existing MSP- M/s Wipro is the MSP for TINXSYS application, IT Infrastructure and manpower
services.
4. Scope of Work
The selected MSP will perform all functions stated in the RFP and provide services necessary to
accomplish the transition-in of the entire suite of applications, infrastructure, and services under
TINXSYS from the current MSP on or before the specified completion dates. MSP will be responsible for
the overall management of the transition & maintenance in accordance with the transition plan and
will work to ensure the transition is completed as per the agreed schedule. Selected MSP shall identify
report and resolve any problems encountered during the transition. The broad scope of work for the
MSP shall include:
(a) Transition-in of TINXSYS system from existing MSP to meet all business requirements including
maintenance of web-portal which provides both informational and transactional facilities to state
Commercial Tax Department. Data migration to any system as desired by GSTN.

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(b) Operations and maintenance of TINXSYS application along with system software (such as
application OS, RDBMS) and IT & Network equipment’s (such as Server, storage, Firewall etc.) at
Data Center & DRC. Selected MSP has to maintain the connectivity between the Data centers and
Internet links. Selected MSP has to facilitate & ensure data extraction. Selected MSP has to set up
and maintain helpdesk to resolve stakeholder queries regarding various processes, services of the
department etc. as well as internal user queries regarding the application trouble shooting etc.
(c) Change Management & Knowledge Management- Selected MSP will have to incorporate changes
in TINXSYS system (Services, H/W & S/W) by following change management procedure as defined
in the RFP Vol I.
(d) Maintaining Manuals, & other project Documents
(e) Submission of ad-hoc Reports to GSTN & other stakeholders as and when required.
The scope of work for the Selected MSP shall not be limited to:
(i) Perform a smooth transfer of services from current operator so as to continue to meet TINXSYS
business requirements without any disruption to TINXSYS’s services.
(ii) Develop and implement a detailed transition plan that will reflect a granular level of detail required
to carry out and project manage the transition within the timelines provided in the RFP. The
transition plan must be exhaustive.
(iii) Transitioning the existing systems (applications, Network, Storage & Server infrastructure) and
operations of TINXSYS from the incumbent MSP. The Selected MSP will be responsible for smooth
transitioning of the entire suite of applications, infrastructure, and services under TINXSYS from
the current operator ensuring business continuity and performance.
(iv) Maintain TINXSYS application as per the requirements and service levels provided in this RFP.
(v) Complete any DC-DRC shifting (if any) and implementing agreed physical & application security
requirements based on ISO 27001 standards. This should be designed to provide minimal
disruption of services to the end-users.
(vi) Implement improvements / changes / modifications in the current TINXSYS System as desired by
GSTN.
(vii) Operations & Maintenance Support as per the Service Levels defined in this RFP.
4.1 Transition of TINXSYS application

The selected MSP will demonstrate to GSTN’s reasonable satisfaction that the MSP is ready, prior to
the completion of Transition Phase, to begin performing the Services.
Responsibilities of the Selected MSP during transition shall include:

(a) Develop and submit a detailed Transition Risk Management Plan that will identify potential risks,
set out possible mitigation approaches, and identify specific tasks the MSP will undertake to help
avoid identified risks connected with the Transition.
(b) Perform an Initial wall to wall inventory of all project related assets (H/W & S/W) to ensure
their operations & maintenance across all the location.
(c) Facilitate the effective and smooth transfer of assets, & assume responsibility of the Hardware &
System software licenses including renewal of AMC & ATS. However, the ownership of assets
shall be with GSTN.
(d) Hosting of TINXSYS Application, Hardware System Software in Data Center & Disaster Recovery
site including DC-DRC shifting (if any) it shall be completed by MSP by implementing agreed
physical security requirements.
(e) Verify & update the functional, technical and process documentation of the existing applications
and processes as may be necessary for continued operation and maintenance of the services.
(f) Provide the Program and Project Management associated with the above activities.

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(g) Deploy a sufficiently staffed and experienced transition team led by a Transition Manager to
manage the Transition Services.
(h) Communicate to GSTN on a regular basis and provide progress reports during the Transition.
4.2 Operations and maintenance of TINXSYS application

System Software & Hardware Maintenance Licensing Requirements
(a) All hardware & system software, licenses, etc. are in the name of the Goods And Services Tax
Network.
(b) Details of existing system software licenses are provided in Bill of material in section 9 of this
RFP.
(c) MSP shall replace the obsolete hardware with new and latest technology with 3 years of
warranty and life-cycle of 7 years from the date of completion of transition. . Hardware details
are provided as section 9 of this document.
(d) MSP shall foresee any software / hardware component being end-of-support during the
contract period of TINXSYS, it is the responsibility of the bidder to factor for the replacement of
the product by it’s equivalent and it has to be mentioned in the proposal.
Note:- GSTN does not envisage any downgrading / downsizing of application, user, bandwidth, Hardware
which are being used / deployed in the existing TINXSYS System and therefore the MSP should operate &
maintain existing TINXSYS System.
4.3 Change & Enhancements in TINXSYS System (SD team to confirm)

During the course of project, there may be additional services required by GSTN. The following is the
indicative list of functional areas of the TINXSYS System that may require changes:
(a) Data extraction, synchronization and reconciliation
(b) MIS Dashboard & reports
(c) TINXSYS portal which provides both information and transactional services
MSP has to follow change management procedure specified in Volume I of the RFP for such changes.
4.4 Preparation of Manuals & submission of reports to GSTN (SD team to confirm)
MSP will have to prepare manuals & reports as agreed. The below mentioned 21 reports are currently
being generated by TINXSYS application:
Table-3 TINXSYS MIS Reports
Report ID Report name Report Description

R000001 Cancelled Dealer Report Details of cancelled dealers
Periodic Dealer Registration/ Details of periodic dealer’s registration and
R000004
Cancellation Summary Report /or cancellation for the given period.
Dealer Wise Statutory Form Details of statutory forms (C, H, F, E1, EII) Issued
R000006
Issue Query Report dealers for the given period.
Office Wise Statutory Form Details of office or circle wise statutory forms (C,
R000007
Issue Summary Report H, F, E1, EII) Issued for the given period.
Office Wise Unutilized
R000009 Statutory Form Summary Details of office or circle wise statutory forms (C,
Report H,F,E1,EII) unutilized for the given period.
Dealer Statutory Form Issue
R000010 and Utilization Summary Details of statutory forms (C,H,F,E1,EII) Issued
Report and utilized for the given period.

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Report ID Report name Report Description
Dealer Wise Statutory Form Details of statutory forms (C,H,F,E1,EII) Issued,
R000011 Issue, Utilization and Non- Utilized and Non-utilized dealers for the given
utilization Statistical Report period.
Office Wise Statutory Form
R000013 Lost/Defaced/Cancelled/Obsol Details of statutory forms (C,H,F,E1,EII) office or
ete Summary Report circle wise for the given period.
Details of Internet and/or Intranet users’ status
R000026
User Status Report report for the given period.
Dealer Wise Statutory Form Details of dealer wise statutory forms
R000030
Received Query Report (C,H,F,E1,EII) received for the given period.
Multi State Statutory Form Details of multi state issuance of statutory
R000031
Issue Statistical Report forms (C,H,F,E1,EII)
Details of user login and logout in Internet
R000032
User login/logout Report and/or Intranet.
R000033 Data Availability Report Details of data availability count.
R000034 Data Extraction Report Details of data extraction State-wise.
Details of data availability count State-wise as
R000040
Data Availability as on today on date.
State-wise Data Availability
R000041
Details Details of State-wise data availability in TINXSYS
Details of total Intranet user count year and
R000042
Intranet User Count State-wise.
Details of total Internet user count year and
R000043
Internet User Count State-wise.
Details of user login in hours for Internet and
R000044
Usage By Logins And Hours /or Intranet.
Details of checksum reports month and year
R000045
Seamless Data Transfer Report wise.
Month-wise Data Extraction
R000046
Report Details of month-wise data extracted
4.5 Asset Management

MSP will perform the following asset management functions with respect to the IT Infrastructure
deployed at various locations:
(a) Take periodic stock of, review physical inventory and maintain stock registers of hardware at all
locations covered under this Project. The MSP would also maintain AMC & ATS details of the
inventory as per format agreed with the GSTN
(b) Maintain documentation of the hardware assets, maintain asset Information for all Project
locations, on parameters to be mutually agreed between the GSTN and the MSP which shall
include details like -
► Product type, model number, version number
► Manufacturer
► Office location
► Maintenance status, etc.
► Warranty & ATS / AMC details
(c) Update or correct the asset information such as re-installations, movement, addition, or change
performed by the MSP.
(d) Produce periodic reports and machine readable files in agreed upon format pertaining to some or
all of the asset information.
(e) Restrict movement of server/equipment/items in or out of DC / DR or any other location under
the Project without prior permission from the GSTN

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(f) Maintenance & Configuration of all the IT infrastructure equipment’s such as Server, Storage,
Firewall etc. at DC and DR.
(g) Liaison with OEM’s other third party MSPs for ensuring smooth operations of equipment’s
4.6 Enhancement of WEB SERVICES (SD team to confirm)
Once the transition is successfully completed the MSP shall develop / enhance the web services as detailed
below.
Several State Governments have automated their processes for registration, issue of C forms and acceptance of
C forms (List provided in table 5 below). As manual intervention or intermediation by Commercial Tax
Department (CTD) officials in these processes shall be replaced by dealer friendly e-services, integration of CTD
systems with TINXSYS through appropriate web-services is the logical step to enhance utility of TINXSYS for
Commercial TAX Departments and dealers. TINXSYS needs to be an enabler and a platform for electronic services
for dealer and C form verification. MSP shall develop the following web services to be used by states
/ UT’s, description of web services as indicated below:
► Web service to provide incremental registration data.
► Web service to provide all statutory forms issuance data on daily basis.
► Web service to provide Form details for verification of correctness of Statutory Form submitted by
sellers.
► Web service to provide incremental Statutory Form issuance data to respective states of the seller
dealer (utilisation of statutory forms issued by tax authority of purchasing dealer).
► Web service to provide TIN numbers to verify authenticity of dealers in interstate trade.
► Create online ledger of paired dealers.
State CTD’s (through their System Integrator) shall develop interface with TINXSYS to use the web services,
Interface specifications for the same shall be defined and published by selected MSP. Data shall be in the form
of XML for each web service of TINXSYS. This XML output data shall be made available to TINXSYS and can be
consumed by TINXSYS web service.

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Details / List of states issuing online Statutory Forms are provided below:
Table 4 - List of States / UT issuing online Statutory Forms
Online issuance of all types of

Sr# State
statutory forms (YES / NO)
1 Andhra Pradesh Yes
2 Arunachal Pradesh Yes
3 Assam Yes (Only C and F forms )
4 Bihar Yes
5 Chandigarh UT Yes
6 Chhattisgarh Yes
7 Dadra and Nagar Yes
8 Haveli
Daman and Diu Yes
9 Delhi Yes
10 Goa Yes
11 Gujarat Yes
12 Haryana Yes
13 Himachal Pradesh Yes
14 Jammu Yes (Only C Form)
15 Jharkhand Yes
16 Karnataka Yes
17 Kerala Yes
18 Madhya Pradesh Yes
19 Maharashtra Yes
20 Manipur Yes
21 Meghalaya Yes (Only C Form)
22 Mizoram Yes (Only C and F forms )
23 Nagaland Yes
24 Odisha Yes
25 Puducherry Yes (Only C and F forms )
26 Punjab Yes (Only C and F forms )
27 Rajasthan Yes
28 Sikkim Yes( Only C Form)
29 Tamil Nadu Yes
30 Tripura No
31 Uttar Pradesh Yes
32 Uttarakhand Yes (Only C Form)
33 West Bengal Yes

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5. Overview of TINXSYS APPLICATION (SD team to comfirm)
TINXSYS or Tax Information Exchange System is a centralized exchange of all interstate dealers spread
across the various States and Union territories of India to help the Commercial Tax Departments of
various States and Union Territories to effectively monitor the interstate trade. Existing MSP has
developed Bespoke Software Application for TINXSYS application. The portal and application is hosted
on the World Wide Web through an authorized domain name (https://www.tinxsys.com).
TINXSYS Application is basically divided into 2 parts:

(a) TINXSYS Internet Application
(b) TINXSYS Intranet Application
The key modules of TINXSYS application are:
(i) Dealer verification
(ii) File upload
(iii) Statutory Form verification
(iv) MIS reporting
(v) Application Administration
5.1 Dealer Verification Module

Tax Information Exchange System provides search facility to find details about Dealers / traders
through TIN or Tax Identification Number.

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5.2 File Upload Module

(a) File upload is process of all incremental data using the TINXSYS application.
(b) The Incremental data of all tables can be uploaded except three tables, which are
► State commodity Master
► District Master
► Office Master
(c) The Data must be ready in the predefined format required but the TINXSYS application.
(d) The Data for file upload must be Incremental Data only.
5.3 Statutory Form Verification Module

Internet / Intranet with User Login by CTD officials
(a) Form Verification using Form Series Number & Serial Number
(b) Verification of Form C / E/ F / H
5.4 MIS Report Module

(a) TINXSYS MIS reporting module will have facility for generation of various MIS reports for
GSTN as well for State Commercial Taxes Departments.
(b) All the reports generated from TINXSYS application will be available in PDF format.
(c) The user can click on report link and will be able to download, view and save the required report
file in the local machine.
(d) As on date, 21 Standard reports are being generated at TINXSYS refer section 4.4 of this
document.
Table -5 Type of Reports
Users Type of reports

GSTN Statistical Reports
CTD HQ Officials Query Reports
CTD Staff Detailed Data migration Reports
MSP administrators Others
5.5 Web Services Architecture

Service provider describes its service & this definition is published to a repository of services which is
then consumed by consumer by one or more queries to the repository.

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► JAXB is being used for XML to object mapping and vice versa
► Jersey framework is used for developing RESTFUL web services.
5.6 Technology Stack TINXSYS (SD to confirm)

The existing development Stack of TINXSYS application comprises of the following components that
is used for developing the Application:
Table -6 TINXSYS Technology Stack
Component Description
IDE Eclipse Juno
Database Oracle 11g Standard Edition
GUI JSP
Query Language PL/SQL
ODBC / JDBC JDBC
List of tools and products that are used for deployment of the TINXSYS Application:
Table – 7 Tools & Products TINXSYS
Component Description
Operating System Windows Server 2012 Standard Edition
IDE Eclipse Juno
Application Server Pramati 6.5
Reverse Proxy
Web Server Tomcat8.0
Database Oracle 11g Standard Edition
Middleware Pramati 6.5
Reporting Engine Business Intelligence and Reporting Tools (BIRT)& iTEXT
Web Framework JSP & Servlets
ORM EJB
Utilities Reading and Writing records form the txt file
Messaging tools Root SMS
Other tools Pramati 6.5

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6. Project phases, Deliverables & Timelines
The project will be completed in two phases i.e. Transition and Operation & Maintenance phase.
MSP is expected to provide deliverables listed in the following section as per the timeline specified
during above said phases:
6.1 Transition Phase

Table – 8 Project Phases, Deliverables & Timelines

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S.No. Deliverables & Report Timelines
1 Transition Plan (Including Transition Responsibilities) T0 + 1 Week
2 Transition Risk Management Plan T0 + 2 Week
Technical and Process documentation of the existing applications and
3 processes necessary for continued operation and maintenance of the
services T0 + 3 Week
Resource deployment as per the transition plan, to take over T0 + 3 Week
4 operations from the current MSP
Delivery of Hardware and Software’s T0 + 8 Week
5
6 Installation and commissioning of Hardware and Software T0 + 10 Week
7 Migration of existing applications and database T0 + 10 Week
8 Confirmation and proof of Renewal of Licenses / Support (AMC /ATS). T0 + 10 Week
9 Inventory assessment report of all project related assets (H/W and S/W) T0 + 10 Week
10 Standard Operating Procedures T0 + 10 Week
11 Business continuity / Disaster Recovery Plan T0 + 8 Week

12 Conduct VA/PT and closure on the finding of Penetration Testing T0 + 12 Week
13 Business continuity / Disaster Recovery Setup T0 + 12 Week

14 DR drill prior to Go-live T0 + 13 Week
15 Go-live (Transition completion) T0 + 13 Week
Note: - T0 is the date of issue of Letter of Award (LoA). Selected MSP will have to sign the contract
within 7 working days of issuance of LoA.
T1 is completion of Transition.
6.2 Operations & Maintenance phase

Table – 9 Operations & Maintenance phase –Deliverables & Reports
S.No. Deliverables & Report Timelines
1 Requirements Traceability Matrix T1 + 6 Week
2 Change Management Plan. T1 + 6 Week
3 SLA and Performance Monitoring Plan. T1 + 6 Week

4 Closure on the finding of Penetration Testing Within 15 days from Go-live
(a) The MSP is responsible for providing all reports currently being provided by the current MSP
existing MSP (21 reports, refer Section 4.4 of this RFP) along with the reports listed below.
(b) In case of any redundancy in reports, the MSP may identify such reports and bring to the notice of
GSTN. After the approval of GSTN, such redundant reports may be discontinued.
(c) The list does not include all reports currently provided by the current operator or otherwise
requested as part of this RFP. However, the MSP is required to provide any and all such deliverables
and reports regardless of their inclusion in the list.
(d) Service Level Management Reports
(e) Establishment Application Documentation– updated versions every six months
(f) Self-Certification from the hosting centre every six months indicating conformance to the Tier III
standards (in case the facility is not certified by Third Party)
(g) Update the Training Materials for Users Applications – updated versions every six months
(h) Details of applications, infrastructure and operations such as below – updated versions every six
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months:
► Usage and Transaction Statistics for Application & Network (Peak and Non-Peak)
► Details of batch processes, reports, applications / tools, change requests,
► Bill of Material (Software and Hardware)
► DC, DRC, Network - Deployment and Architecture diagrams
► Asset Details
► Third Party Agreements
► Statistics and SOPs, if any of various operations such as Helpdesk
(i) TINXSYS Project Documentation - MSP shall create, update and maintain all project documents that
shall be passed on to the GSTN as deliverables as per the agreed project timelines. The documents
created by the MSP may get reviewed by PMO / Consultants and approved by GSTN.
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7. Payments
7.1 Payment Schedule

Milestone Amount
Completion of transition As per the transition cost quoted in the
Commercial Proposal
Quarterly payment for operation & Quarterly payment as specified in sub-section
maintenance phase 7.2 (d)
7.2 Payment terms & conditions:

(a) The payment milestone as listed in section 7.1 shall be deemed to be completed when deliverables
relating to that payment milestone has been accepted by the GSTN. GSTN will revert to the MSP
within 2 (two) weeks of submission of deliverable to convey acceptance or otherwise of the
deliverable. If no comments are received within 2 (two) weeks from the date of submission of
deliverables by the MSP to the GSTN, the deliverables shall be deemed to be accepted by the GSTN
unless the GSTN, within such fifteen (15) days period, gives written notice to the MSP specifying in
detail deficiencies in the Services or the final report. The MSP shall thereupon promptly make any
necessary corrections, and thereafter the foregoing process shall be repeated.
(b) All payments will be made after adjusting penalties and deductions as per the terms and conditions
of the contract. All payments shall be subject to the deduction of tax at source (TDS), wherever
applicable, as per the provisions of Income Tax Act, 1961.
(c) Invoices of the quarterly payments for operation & maintenance phase will be submitted by MSP
on the last day of the quarter. Quarterly Payment made to the MSP shall be computed as below:
Payment = Annually Quoted price/4 – (Penalty)
Where
Quoted Rate: Price as quoted by the Managed Service Provider
4: No. of quarters
Penalty: Penalty accrued over the period due to non-performance of SLAs (refer RFP
Vol. II ‘SLAs’)
(d) For any approved change request the payment will be made as per the commercial details of the
change request and the payment schedule.
7.3 Travel Payments

During the course of the project, if there is need to travel to locations outside Delhi for any activity
which is not part of scope of work defined in the will be approved, facilitated /reimbursed by GSTN on
actuals. (GSTN permits Air travel by Economy class, and the accommodation at GSTN approved Hotels).
Such travels shall not be related to day to day operations of the project / business as usual.
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8. Knowledge Transfer & Exit Management
At the end of the Contract period, the MSP will be required to provide necessary handholding and
transition support to designated staff or any other agency that is selected for maintaining the system
post the Contract with the MSP. The handholding support will include but not be limited to, conducting
detailed walkthrough and demonstrations for the IT Infrastructure, handing over all relevant
documentation, addressing the queries/clarifications of the new agency with respect to the working /
performance levels of the infrastructure, conducting training sessions etc.
Knowledge Transfer is an integral part of the scope of work of the MSP. This will have to be done even
in case the Contract with the MSP ends or is terminated before the planned timelines.
Please note that this is only an indicative list. Any other activity, over and above these, as may be
deemed necessary by the MSP to meet the service levels and requirements specified in this Contract
are also required to be performed by the MSP at no additional cost.
In the case of closure or termination of the Project Operations and Management, the Parties shall agree
at that time whether, and if so during what period, the provisions of Project Schedule shall apply. The
Parties shall ensure that their respective associated entities carry out their respective obligations set
out in this Exit Management plan.
8.1 Transfer of Assets
(a) GSTN shall be entitled to serve notice in writing on the MSP at any time during the exit
management period requiring the MSP and/or its sub-contractors to provide the GSTN with a
complete and up to date list of the Assets within 30 days of such notice. GSTN shall also be entitled
to serve notice in writing on the MSP at any time prior to the end of the exit management period
requiring the MSP to transfer to GSTN or its nominated agencies.
(b) In case of contract being terminated prematurely by GSTN, GSTN reserves the right to ask
Selected MSP to continue running the project operations for a period of 4 months after
termination orders are issued. In case of contract being terminated by selected MSP, GSTN
reserves the right to ask selected MSP to continue running the project operations for a period of
6 months after termination notice is served by selected MSP.
(c) Upon service of a notice under this Article, the following provisions shall apply:
(i) In the event, if the Assets to be transferred are mortgaged to any financial institutions
by the MSP, the MSP shall ensure that all such liens and liabilities have been cleared
beyond doubt, prior to such transfer. All documents regarding the discharge of such lien
and liabilities shall be furnished to the GSTN.
(ii) All risk in and title to the Assets to be transferred / to be purchased by the MSP pursuant
to this Article shall be transferred to GSTN, on or before the last day of the exit
management period.
(iii) Payment to the outgoing MSP shall be made to the tune of last set of completed services
/ deliverables, subject to SLA requirements.
(iv) Selected MSP will pass on to GSTN and/or to the replacement MSP, the subsisting rights
in any leased properties/ licensed products on terms not less favourable to GSTN/
Replacement MSP, than that enjoyed by the outgoing MSP.
8.2 Cooperation and provision of information
During the exit management period:
(a) The selected MSP will allow the GSTN or its nominated agency access to information reasonably
required to define the then current mode of operation associated with the provision of the
services to enable the GSTN to assess the existing services being delivered;
(b) promptly on reasonable request by the GSTN, the selected MSP shall provide access to and copies
of all information held or controlled by them which they have prepared or maintained in
accordance with this agreement relating to any material aspect of the services (whether provided
by the selected MSP or sub-contractors appointed by the MSP). The GSTN shall be entitled to copy
of all such information. Such information shall include details pertaining to the services rendered
and other performance data. The selected MSP shall permit the GSTN or its nominated agencies
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to have reasonable access to its employees and facilities
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to understand the methods of delivery of the services employed by the selected MSP and to
assist appropriate knowledge transfer.
8.3 Confidential information, security and data
MSP will promptly on the commencement of the exit management period supply to the GSTN or its
nominated agency the following:
(a) information relating to the current services rendered and customer and performance data relating
to the performance of sub-contractors in relation to the services;
(b) documentation relating to the Project’s Intellectual Property Rights;
(c) documentation relating to sub-contractors;
(d) all current and updated data as is reasonably required for purposes of GSTN or its nominated
agencies transitioning the services to its Replacement MSP in a readily available format
(e) all other information (including but not limited to documents, records and agreements) relating to
the services reasonably necessary to enable GSTN or its nominated agencies, or its Replacement
MSP to carry out due diligence in order to transition the provision of the Services to GSTN or its
nominated agencies, or its Replacement MSP (as the case may be).
(f) Before the expiry of the exit management period, the selected MSP shall deliver to the GSTN or its
nominated agency all new or up-dated materials from the categories set out in t h e Plan and shall
not retain any copies thereof, except that the MSP shall be permitted to retain one copy of such
materials for archival purposes only.
(g) Before the expiry of the exit management period, unless otherwise provided under the MSA, the
GSTN or its nominated agency shall deliver to the selected MSP all forms of Implementation
Agency confidential information, which is in the possession or control of GSTN.
8.4 Employees
(a) Promptly on reasonable request at any time during the exit management period, the selected
MSP shall, subject to applicable laws, restraints and regulations (including in particular those
relating to privacy) provide to the GSTN or its nominated agency a list of all employees (with job
titles) of the MSP dedicated to providing the services at the commencement of the exit
management period.
(b) Where any national, regional law or regulation relating to the mandatory or automatic transfer of
the contracts of employment from the s e l e c t e d MSP to the GSTN or its nominated agency, or
a Replacement MSP ("Transfer Regulation") applies to any or all of the employees of the MSP, then
the Parties shall comply with their respective obligations under such Transfer Regulations.
(c) To the extent that any Transfer Regulation does not apply to any employee of the selected
MSP, GSTN, or its Replacement MSP may make an offer of employment or contract for services
to such employee of the sel ected MSP and the selected MSP shall not enforce or impose any
contractual provision that would prevent any such employee from being hired by the GSTN or
any Replacement MSP.
8.5 Transfer of certain agreements
On request by the GSTN or its nominated agency the MSP shall effect such assignments, transfers,
licences and sub-licences as GSTN may require in favour of the GSTN or its Replacement
Implementation Agency in relation to any equipment lease, maintenance or service provision
agreement between selected MSP and third party lessors, vendors, and which are related to the
services and reasonably necessary for the carrying out of replacement services by the GSTN or
its nominated agency or its Replacement MSP.
8.6 Rights of access premises
(a) At any time during the exit management period, where Assets are located at the
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Implementation Agency's premises, the Implementation Agency will be obliged to give reasonable
rights of access to (or, in the case of Assets located on a third party's premises, procure reasonable
rights of access to) the GSTN or its nominated agency and/or any Replacement MSP in order to
make an inventory of the Assets.
(b) The MSP shall also give the GSTN or its nominated agency or its nominated agencies, or any
Replacement MSP right of reasonable access to the Implementation Partner's premises and shall
procure the GSTN or its nominated agency or its nominated agencies and any Replacement MSP
rights of access to relevant third party premises during the exit management period and for such
period of time following termination or expiry of the MSA as is reasonably necessary to migrate
the services to the GSTN or its nominated agency, or a Replacement MSP.
8.7 General obligations of the MSP
(a) The MSP shall provide all such information as may reasonably be necessary to effect as seamless
a handover as practicable in the circumstances to the GSTN or its nominated agency or its
Replacement MSP and which the MSP has in its possession or control at any time during the exit
management period.
(b) For the purposes of exit management Schedule, anything in the possession or control of the MSP
or associated entity, or sub-contractor is deemed to be in the possession or control of the MSP.
(c) The MSP shall commit adequate resources to comply with its obligations under this Exit
Management plan.
8.8 Exit management plan
The MSP shall prepare an Exit Management Plan for transfer of operations to a new service provider,
in the event of termination or expiry of the contract with the GSTN, without affecting services to
stakeholders adversely. MSP shall get this process approved by GSTN. The Plan shall include, but not
be limited to, the following-
(a) A detailed program of the transfer process that could be used in conjunction with a Replacement
MSP including details of the means to be used to ensure continuing provision of the services
throughout the transfer process or until the cessation of the services and of the management
structure to be used during the transfer;
(b) plans for the communication with such of the MSP's sub-contractors, staff, suppliers, customers
and any related third party as are necessary to avoid any material detrimental impact on the
GSTN’s project operations as a result of undertaking the transfer;
(c) proposed arrangements for the segregation of the MSP's networks from the networks employed
by GSTN and identification of specific security tasks necessary at termination;
(d) Plans for provision of contingent support to Nodal Agency, and Replacement MSP for
a reasonable period after transfer as specified in clause 6 of Volume I of the RFP document.
(e) The MSP shall re-draft the Exit Management Plan annually thereafter to ensure that it is kept
relevant and up to date.
(f) Each Exit Management Plan shall be presented by the MSP to and approved by the GSTN or its
nominated agencies.
(g) The terms of payment as stated in the Payment Schedule shall include the costs of the MSP
complying with its obligations under exit plan.
(h) In the event of termination or expiry of the MSA, as detailed in Clause 3.1 of the MSA, each Party
shall comply with the Exit Management Plan.
(i) During the exit management period, the MSP shall use its best efforts to deliver the services.
(j) Payments during the Exit Management period shall be made in accordance with the Payment
Schedule as specified in the exit plan.
(k) The Exit Management plan shall be furnished in writing to the GSTN or its nominated agencies
within 90 days from the Effective Date of this Agreement.
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9. Key Personnel
MSP is expected to provide technical and operational support for the TINXSYS project for the agreed
duration of Operation and maintenance phase. MSP is required to provide minimum resource persons
as mentioned in the RFP. An indicative list of activities to be performed by various resources is also
specified in the same annexure.
An indicative list of activities to be performed by deployed resources for existing system support is:
(a) Transition / Project Manager shall be the SPoC to the GSTN for the implementation of the project.
(b) The team deployed by MSP shall function based on the scope of work of the RFP and contract
signed between MSP & GSTN.
(c) The qualification and experience requirements of these resource persons are mentioned in the
RFP.
(d) MSP will ensure that all the resources deployed at any location are easily approachable over
mobile phones. MSP will provide the contact details of the manpower at the time of
commencement of operations. MSP will also ensure that the proposed resources will not be
changed during project implementation without explicit approval of the GSTN.
(e) GSTN reserves the right to evaluate the performance of the resource persons deployed on the
project by MSP and ask for a suitable replacement in case of unsatisfactory performance by any
of the resource persons deployed to support the project.
Table -10 Manpower Requirements (Key personnel)

(Shared or dedicated for Tinxsys to meet the SLAs)
No. of No. of Years

Sr Name of Qualifica tion
Years of with responding Certification
# Resource (Min.)
Exp firm
1 Project Manager B.E./ B.tech 7+ years 3 Years PMP /Prince 2
Technical certification
Database in Data Base
2 B.E./ MCA 3+ years 1 Year
Administrator Administration
Quoted Database
Technical
certifications on
System / Network
3 B.E./ MCA 3+ years 1 Year Microsoft/Unix/ other
Administrator
OS/ products etc. are
must.
Good communication
Helpdesk
skills (oral as well as
(Technical and
4 Graduation 2+ Years NA written)
Centralized), 3
Fluent with English
persons
and Hindi
Technical certification
in relevant
5 Application support B.E./ MCA 3+ years 1 Year
technologies
applicable
Initial Composition, Full Time Obligation; Continuity of Personnel

(a) MSP shall ensure that each member of the Key Personnel devotes substantial working time to
perform the services to which that person has been assigned as per the proposal.
(b) MSP shall not make any changes to the composition of the Key Personnel and not require or
request any member of the Key Personnel to cease or reduce his or her involvement in the
provision of the Services during the Term (or agree to any request other than from GSTN that
would have the same effect):
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► unless that person resigns, is terminated for cause, dies, is long-term disabled, is on
permitted mandatory leave under Applicable Law or retires; and
► Without GSTN's prior written consent. The clauses of non-disclosure agreement shall
always operate in any such case.
(c) MSP shall promptly notify GSTN of its intention to re-hire any member of the Key Personnel who
had resigned from MSP in the previous 12-month period. GSTN shall have the right to request
that any member of the Key Personnel who resigns and is re-hired by MSP within 12 months of
the resignation date be re-assigned to the provision of the Services.
Evaluations
(a) MSP shall carry out an evaluation of the performance of each member of the Key Personnel in
connection with the Services at least once in each Contract Year. MSP shall provide reasonable
written notice to GSTN of the date of each evaluation of each member of the Key Personnel and
GSTN shall be entitled to provide MSP with input for each such evaluation.
(b) MSP shall promptly provide the results of each evaluation to GSTN, subject to Applicable Law.
Replacement
(a) In case the resource has resigned, then the bidder has to inform GSTN within one week of such
resignation.
(b) MSP shall promptly initiate a search for a replacement and use commercially reasonable efforts
(including the expenditure of reasonable sums, such as to engage the services of a recruiting firm)
to ensure that the role of any member of the Key Personnel is not vacant for any longer than 30
days, subject to reasonable extensions requested by MSP of GSTN.
(c) Before assigning any replacement member of the Key Personnel to the provision of the Services,
MSP shall provide GSTN with:
► A resume, curriculum vitae and any other information about the candidate that is
reasonably requested by GSTN; and
► An opportunity to interview the candidate.
(d) The bidder has to provide replacement resource, who scores at least the same marks as the
resource proposed originally on the same evaluation parameters defined in this RFP document.
Once this confirmation is received, GSTN may request for an interview of the candidate and
notify MSP within mutually agreed timelines. If GSTN does not request an interview within
mutually agreed timelines then it would be deemed as accepted.
(e) If GSTN does object to the appointment, MSP shall not assign the individual to that position and
shall seek an alternative candidate in accordance with this Section.
(f) The bidder has to ensure at least 4 weeks of overlap period in such replacements.
High Attrition
If in the first 6 month period from the Contract Effective Date or in any rolling 12 months period during
the Term, 15 percent or more of the members of the Key Personnel cease or reduce their involvement
in the Services for any reason other than with GSTN's prior written consent, MSP shall:
(a) provide GSTN with a reasonably detailed explanation as to the reasons for such change, including,
where applicable and permitted, notes from any exit interviews conducted by MSP with any
departing member of the Key Personnel; and
(b) if such change to Key Personnel has or is likely to have any material adverse impact on the provision
of the Services or any substantial part thereof, undertake, at its own costs, such remediation acts
as are reasonably necessary in order to improve the retention of the Key Personnel including
making reasonable changes to the human resources policies and procedures applicable to the Key
Personnel (including those related to compensation, benefits and other conditions so that they are
competitive with the market) as may be necessary to ensure that such policies and procedures
comply with Best Industry Practice.
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Solicitation of Employees
During the Termination Period and thereafter, GSTN and its Affiliates shall have the right to solicit and
hire:
(a) in case of a termination for convenience, all members of the Key Personnel; and
(b) in case of a termination other than for convenience, all members of the Key Personnel; in each
case, any two members of the MSP Team (other than Key Personnel) of GSTN's choice and at its
sole discretion.
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10. Service Level Agreement (SLA)
Table – 11 SLA Description
Sr# Service Level Parameter Definition Service Level Parameter Target Criticality
1 Website Access M
(a) 24X7 throughout the year with an approved down time of 5 hours per week
only on a non-business day. This approval should be obtained on expiry of every
service level review (quarterly). Approval to be provided by Project Consultants /
GSTN.
The web site should be accessible by dealers,
(b) The average response time required to display the content (down load time
respective CTDs and the GSTN through the
of web page) for expected number of peak concurrent users should not exceed
internet
the following on a 512 kbps connection:
1. 1 Seconds for welcome page
2. 2 Seconds for static web pages
3. 3 seconds for dynamic web pages relating to dealer search and form search
2 Critical Core Applications H
Measures availability of core application
99% availability (quarterly)
systems over Internet
This will be measured between the application

servers and the office locations ,excluding the
approved downtime of 5 Hours per week
3 Critical Core Hardware Resources H

Measures availability of core hardware
systems at the Data centres , excluding the 98% availability
approved downtime of 5 Hours (Per week)
4 Periodic Data Upload to Data Center H

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Since the transactional data is submitted on a
quarterly basis, there may be a huge demand
during the quarter end periods for the data
upload from the CTD HQs. The MSP is 100% seamless data upload
expected to make adequate bandwidth /
system resources provisioning to sustain the
demand
5 Regular Data Upload to Data Center H
While the submission of returns is on a
quarterly basis, there may be a situation,
A where transaction data may be available at the (a) 100% seamless data upload
CTD HQ on a daily basis. MSP is expected to
upload this data on a regular basis
(b) On rejection of more than 25 records (either dealers or forms), report on the
rejection to be submitted to concerned CTD and GSTN
a) 24X7 throughout the year with an approved down time of 5 hours per
week, on a non-business day. This approval should be obtained on expiry of
B Bulk upload functionality
every service level review (quarterly) in case of any modification in the
downtime
b) 100% accuracy in the integrity of the data uploaded and committed to
the TINXSYS database
c) The average response time required to upload maximum 500 records
xls file to TINXSYS as part of bulk upload functionality should not exceed 30
seconds
d) The average response time required to fetch the records and

availability of result of bulk verification for 500 records for expected number of
peak concurrent users should not exceed 2 minutes.
Bandwidth availability and Network Quality
6 H
Of Service
Internet and MPLS links (DC - DR) 98.5% bandwidth availability and uptime

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Capability of a network to provide better

service to selected network traffic over various
technologies. The primary goal is to provide Bandwidth Latency should be <=200 ms
dedicated bandwidth, controlled jitter, latency
and improved loss characteristics.
Bandwidth Link – packet drops should be <=2%

24x7 (measured on quarterly basis for each of the links)
7 Network Device Availability H
Measures Network device uptime at Data
99.5% uptime 24x7 (measured on quarterly basis)
Centres
8 Transaction Quality/ Throughput H
Data Integrity, accuracy and quantity of
business transactions shipped between servers 100% Transaction Quality and Throughput
and clients
9 Critical Problem Resolution H
Measures responsiveness to user community 100% of Level 1 problems logged and reported within 24 hours of receipt.
on Level 1 and Level 2 severity problems 100% (Level 1, During Business Hours) Responded to within 4 Hours
90% Level 1 issues resolved within 48 hours
100 % (Level 2, business and non-business hours) responded to within 24
hours with action plan for resolution.
100% Level 2 issues are resolved within 3 working days of acceptance of action
plan for resolution by GSTN.
(Level 1 are defined as defects that causes malfunctioning of a minor
feature/functionality and Level 2 are defined as defects that causes severe
malfunctioning of a key feature/functionality with no work around of the
functionality)
100 % (Level 2, business and non-business hours) responded to within 24
hours with action plan for resolution.
100% Level 2 issues are resolved within 3 working days of acceptance of action
plan for resolution by GSTN.

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(Level 1 are defined as defects that causes malfunctioning of a minor
feature/functionality and Level 2 are defined as defects that causes severe
malfunctioning of a key feature/functionality with no work around of the
functionality)
10 Change Management M
100% of changes follow formal change control process. This process is planned,
Measures quality and timeliness of changes to
scheduled and intimated to all respective stake holders
production computing environment
• 95% of changes implemented correctly on time
11 Contingency Planning (BCP / DR) M
Bi-annual test of the DR plan to be completed within 190 days from the
Backup & Recovery, Planning and Testing
previous bi-annual test and report submitted to GSTN within 7 calendar days.
Complete the backup within a period of 60 mins from initiating the back-up
(Recovery time objective : 90 mins)
12 MIS Reporting M
Measures timeliness of monthly IS 100% by 10th of the following month and communicated to GSTN,
performance status report Commissioners of the core committee (As decided)
13 Incident Reporting M
Any malicious attempts on any part of the IT
infrastructure (application, database,
100% incidents to be provided to the GSTN with in 1 hour with the cause, and
networks) should be communicated
for action and remedy will be intimated once the incident is closed
immediately to the GSTN as an exceptional
report
100% incident log to be submitted to the GSTN that comprises of both
exceptional as well as normal reportable activities by 5th of every month for
the previous month.
14 User Satisfaction M
Conduct bi-annual on-line surveys for all CTD locations through designated Tax
Ensure annual user surveys conducted
officials of the state
1. CTD officers who have valid TINXSYS login credentials)
15 Adherence to standards H

[Type here]
Compliance with data and information security
Standards as per ISMS certification to be followed and annual review of same
standards such as ISO 27001 (2013) at the data
shared with GSTN and project consultants
center.
The GSTN from time to time on a need basis
will intimate the standards that are
mandatory. Considering the criticality of the Compliance with standards: As per the ISMS Statement of Applicability
data, it may be important to comply with
applicable standards.
16 Response time for MIS Drill Down H
On drill down of MIS generated from TINXSYS the next page of report should
Drill down of MIS Generated from TINXSYS
appear in 10 Seconds time
17 Data Availability on TINXSYS Server H
MSP to ensure that 100% of the data provided by the states is uploaded on
Data Availability on TINXSYS Server
the TINXSYS Server within three working days.
MSP will make a report available with the data creation date (wherever
available) and the porting date on the TINXSYS Server to GSTN
Sample verification about data availability will also be done by the Nodal
officers of the concerned states, on monthly basis.
The sample verifications reports will be sent to the GSTN
MSP needs to port 100% of the data from each of the states, which has been
made provided to the MSP , on the TINXSYS Server within 3 working days,
failing which, a penalty of Rs. One Lakh per month will be levied on the MSP.

[Type here]
10.1 SLA NOTES
Note (a):
1. Business Hours = 9:00 am – 6.00 pm IST
2. Core Applications (CA) = TINXSYS and related interfaces
3. Working/Business Day = All working days except Government Approved list of Public Holidays & Sundays
4. Level 1 = Production emergency incidents that have an impact on Production
5. Non-Business Hours: Hours other than defined in Business Hour
Note (b):
The SLA defined above in the table shall be treated as ‘High’ (H) Critical level or Medium (M) Critical and hence attract a penalty for High Severity / Medium Severity in case of
non-compliance of SLA target defined below
Note (c):
Service Level Agreement – Metrics & Measurements. [Ref. - SLA Annexure ]
 The website access availability is directly proportional to the availability of the Critical core Application; hence, the SLA measurement for web site access availability will
be equal to the Critical Core application availability. The SLA Calculation will exclude the Scheduled down time as mentioned above. The SLA measurement will be done
by using the formula as stated below:
Availability = Uptime / (uptime + Scheduled Down time)
 The website has been optimized for 500 Concurrent Users based on which the SLA commitments for Web page download for Static and Dynamic pages are applicable.
If the concurrent usage exceeds 500 for which the performance deteriorates, the same will be excluded from SLA committed and penalty calculation.
 MSP will monitor and manage the Critical Core Applications, on the Core Infrastructure which is housed in the Data Center, based on the parameters i.e. ping, services
and ports. The reports of the same will be published and made available based on which the SLA measurement, availability and the penalty will be deduced.
 Bulk upload function availability is subject to availability of core application and core infrastructure as committed by the MSP.
Note (d):
GSTN expects tool based automated reports for SLA and does not encourage manual reporting of SLA’s. The tools mentioned in SLA are being used by existing MSP and GSTN
does not in any way recommend the same tools to be used by Selected MSP. The choice of tools is to be done by Bidder & provide SLA reports to GSTN.

[Type here]
10.2 Annexure I – SLA Calculation & Measurement

Table – 12 SLA calculation & Measurement
Service Level
S.N Parameter Service Level Parameter SLA Tools Used for Measurement Calculation of SLA Evidence
Definition Target Commitment measurement mechanism
1 Website Access
1. Uptime (%)=
[Total number of
hours in the
Viking is deployed on month -
the system from the {[Approved
The web site monitoring room of downtime in
should be (a) 24X7 throughout the datacenter which has Hrs.(per week) X
accessible by year with an approved down internet connection. No of sundays in Monthly uptime reports
dealers, time of 5 hours per week, Viking is configured the month]+ along with detailed
respective CTDs on a nonbusiness day. This to monitor the Downtime of downtime would be
and the approval should be obtained 98% - Quarterly availability of the Critical core generated and provided
GSTN on expiry of every service Average Viking (Wipro in-house tool) Tinxsys home page. applications apart along with SLA on
through the level review (quarterly). from the allowed quarterly basis
internet downtime}/{(Total
no. of hours in the
month –
Approved
downtime per
week * No. of
Sundays ) }]* 100
2. Uptime (%) to
be compared with
availability of
critical core
application

[Type here]
Service Level
(b) The average response Performance testing

time required to display the on 512 KBPS is conducted once in
content (down load time of fortnight from the Monthly average Apache Jmeter reports
web page) for expected system hosted in display time for generated twice in a
number of peak concurrent 1. 1 Seconds datacenter and Home page <= 1 month
users should not exceed the for welcome having internet Seconds The reports will test the
following on a 512 kbps page access. The Static Web page webpage download
connection: 2. 2 Seconds for screenshot of the <= 2 Seconds speed which will be
1. 1 Seconds for welcome static web pages results shown would Dynamic Web converted to calculate
page 3. 3 seconds for Apache Jmeter be captured as a page for dealer speed for 512 kbps
2. 2 Seconds for static web dynamic web results and and form search http://www.numion.com
pages pages relating to maintained in the <= 3 Seconds /calculators/time.html
3. 3 seconds for dynamic web dealer search excel sheet. The
pages relating to dealer and form search
search and form search

[Type here]
Service Level
results are
interpolated for the
512 kbps connect.
The identified pages
are
1. Welcome page
www.tinxsys.com
2. Static Page
a. About TINXSYS
b. About CST
c. About GSTN
d. Links
e. Reports New
3. Dynamic page
a. Dealer/Form
Search [Facility
available on the
homepage]
b. Dealer Search and
Form Search [Facility
available after login]

[Type here]
Service Level
2 Critical Core Applications
Measures There are two critical a. Expected

availability core applications in uptime of the
of core TINXSYS. Viking to be www.tinxsys.com
application used to measure the in a month =
systems availability of the (Total number of
over critical core hours in the
Internet applications as month - Monthly reports
described below [Approved generated from Viking
This will be - Ping and downtime Hrs. X (internet and intranet
measured 99% availability on 24x7 basis Port(443, 80) for No of Sundays in deployment) to be
between the (quarterly) 99% availability these two the provided as evidence.
application on 24x7 basis application within month])x[Availabili The report will show the
servers and (quarterly) Viking (Wipro in-house tool) the datacenter ty of Critical core total uptime in the
the office application]/100 month and the breakup
locations, b. Expected of the downtime
excluding the uptime of the
approved TINXSYS intranet
downtime of 5 homepage in a
Hours per month = (Total
week number of
hours in the
month -
[Approved
downtime X No
of weeks in the
month])*[Availab
ility of Critical
core
application]/100

[Type here]
Service Level
3 Critical Core Hardware Resources
Measures Critical core 1.DC 1. Monthy reports

availability of hardware are Infrastructure DC generated from Viking
core hardware categorized into two. Uptime (%)= to be provided as
systems at the 98% availability on 24x7 basis 1. Hardware installed [Total number of evidence. The report will
Data centres, (quarterly) 98% availability at data center hours in the show the total uptime in
excluding the on 24x7 basis (Servers, Storages, month - the month and the
approved (quarterly) Firewall, Routers) {[Approved breakup of the
downtime of 5 Viking (Wipro in-house tool) Viking to be used to downtime in downtime
Hours (Per week) measure the uptime. Hrs.(per week) X 2. Infrastructure
No of sundays in downtime sign off report
the month]+ from CTD TINXSYS
Downtime of administrator
Critical core
hardware apart
from the allowed
downtime}/{(Total
no. of hours in the
month - Approved
downtime per
week * No. of
Sundays ) }]* 100

[Type here]
Service Level
4 Periodic Data Upload to Data Center
Since the 1. Data from the

transactional source system (CTD
data is system) is
submitted on a 1. Functionality developed transferred to
quarterly basis, in the TINXSYS intranet TINXSYS in the form
there may be a application as part of the of $ delimited file.
huge demand 100% for data transfer by using Hash While transferring %age of 1. Seamless data transfer
during the 100% seamless data upload quarterly Comparison the file, the file is seamless data report generated from
quarter end average 2. Seamless data transfer compressed and transfer = 100 % www.tinxsys.com
periods for the report encrypted using
data upload public key
from the CTD encryption. The file
HQs. The MSP is decrypted and
is expected to uncompressed. The
make adequate hash comparison is
bandwidth / carried out for the
system data transferred. If
resources the hash values are
provisioning to the same, then it is
sustain the presumed that
demand there is a seamless
data transfer.

[Type here]
Service Level
5 Regular Data Upload to Data Center
While the a. 100% seamless a. 100 %

submission of data upload seamless data a. Same as tools used
returns is on a upload for periodic data a. %ge of
quarterly basis, b. On rejection of more than upload to data seamless data 1. Seamless data trasfer
there may be a 25 records (either dealers 100% for b. On rejection of more center transfer = 100 report generated from
situation, or forms), report on the quarterly than 25 records (either b. Mail b. Availability of www.tinxsys.com
A where transaction rejection to be submitted average dealers or forms), communication sent the mail 2. Mail communication
data may to concerned CTD and report on the rejection from TINXSYS communication from the datacenter
be available at the GSTN to be submitted to datacenter
CTD HQ concerned CTD and
on a daily basis. GSTN
MSP is
expected to
upload this data
on a regular basis

[Type here]
Service Level

[Type here]
a. 24X7 throughout the year a. As bulk upload a. This has no
with an approved down functionality is part relevance as it is
time of 5 hours per week, 1. %age of of the duplicate and
on a non-business day. seamless data www.tinxsys.com, hence this should
b. 100% accuracy in the transfer = 100 hence this is not be considered
integrity of the data 2. Response time measured as per b. %age of
uploaded and committed for 500 records a. Viking (Wipro, website access SLA. seamless data
to the <= 30 seconds in-house tool) Hence this should transfer = 100
TINXSYS database for tin search b. Same as tools used for be excluded from c. Response time a. NA
c. The average response 3. Response time periodic data upload to SLA calculation for 500 records <= b. Bulk upload report
Bulk upload time required to upload for 500 records data center b. Hash comparison 30 seconds for tin c. Bulk upload report
B functionality maximum 500 records xls <= 2 min for c. Bulk upload report of file before and search d. Apache Jmeter report
file to TINXSYS as part of form search d. Apache Jmeter report after upload d. Response time
bulk upload functionality Record the for 500 records <=
should not exceed 30 difference in the 2 min for form
seconds time of making bulk
d. The average response time upload request and
required to fetch the upload of file. Both
records and availability of time stamps are
result of bulk verification stored in the
for 500 records for database. Bulk
expected number of peak upload report is
concurrent users should generated to
not exceed 2 minutes. measure the upload
time.
c. Record the
difference in the
time of click of bulk
upload verification
report and opening
of the bulk upload
verification screen

[Type here]
Service Level
6 Bandwidth availability and Network Quality Of Service
Internet and MPLS

links (DC - DR)
Capability of a
network to
provide better
service to
selected
network traffic 98.5% bandwidth availability 98.5% bandwidth
over various and uptime availability and
technologies. uptime for Internet
The primary goal Bandwidth Latency should and MPLS links (DC -
is to provide be <=200 ms DR)
dedicated
bandwidth, Bandwidth Link – packet
controlled jitter, drops should be <=2% Viking Monthly
latency and 24x7 (measured on a. Viking (Wipro, in- Reports
improved loss quarterly basis for each of house tool)
characteristics. the links)

[Type here]
Service Level
7 Network Availability
Monthly network
Measures Network 99.5% uptime 24x7 99.5% uptime b. Viking (Wipro, in- Viking tools to be uptime SLA would 1. Viking network
device uptime at (measured on quarterly house tool) used to monitor the be generated and uptime reports along
Data Centres basis) Routers, interfaces, submitted on with planned and un-
switches for network quarterly basis for planned downtime
uptime from calculation. details
datacenter
monitoring room.
8 Transaction Quality/ Throughput
1. Data from the CTD

Data Integrity, 100% Transaction Quality is transferred to 1. Seamless data transfer
accuracy and and Throughput TINXSYS in the form %ge of seamless report generated from
quantity of of $ delimited file. data transfer = www.tinxsys.com
business While transferring 100 %
transactions the file, the file is
shipped between compressed and
servers and clients 1. Functionality developed encrypted using
in the TINXSYS application public key
as part of the data transfer encryption. The file is
by using Hash Comparison decrypted and
2. Seamless data transfer uncompressed. The
100% report hash comparison is
carried out for the
data transferred. If
the hash values are
the same, then it is
presumed that there
is a seamless data
transfer.

[Type here]
Service Level
9 Critical Problem Resolution
MSP will follow

existing Critical
Measures problem resolution
responsiveness to 100% of Level 1 problems process set and will
user community logged and reported within 100% Call leverage e-Helpline Comparison with
on Level 1 severity 24 hours of receipt. Logging tool to open incident Service Level e-Helpline report
problems e-Helpline (Wipro, in-house for such request to Parameter Target
tool) track SLA
MSP will follow
existing Critical
problem resolution
100% (Level 1, During 100% Response process set and will Comparison with
Business Hours) Responded to Call leverage e-Helpline Service Level e-Helpline report
to within 4 Hours e-Helpline (Wipro, in-house tool to open incident Parameter Target
tool) for such request to
track SLA
MSP will follow

existing Critical
problem resolution
process set and will
90% Level 1 issues resolved 90% Resolution leverage e-Helpline Comparison with
within 48 hours of Calls e-Helpline (Wipro, in-house tool to open incident Service Level e-Helpline report
tool) for such request to Parameter Target
track SLA

[Type here]
Service Level
100 % (Level 2, business and

nonbusiness hours) MSP will follow
responded to within 24 existing Critical
hours with action plan for problem resolution
resolution. process set and will
100% Level 2 issues are leverage e-Helpline Comparison with
resolved within 3 working 100% Call e-Helpline (Wipro, in-house tool to open incident Service Level e-Helpline report
days of acceptance of action Logging tool) for such request to Parameter Target
plan for resolution by GSTN. track SLA
(Level 1 are defined as

defects that causes
malfunctioning of a minor
feature/functionality and NA
Level 2 are defined
as defects that causes
severe
malfunctioning of a key
feature/functionality
with no work around of the
functionality)

[Type here]
Service Level
10 Change Management
1. Change request is 100% of the

100% of changes follow related to changes in changes would
Measures quality formal change control the application is follow the process
and timeliness of process. This process is 1. e-Helpline for changes management of logging change 1. Change Request Log
changes to planned, scheduled and related to application through e-Helpline. call, approvals, 2. Approval for changes
production intimated to all respective 2. e-Helpline for changes Any change to the documentations 3. Release Notes
computing stake holders 100% in the infrastructure application is raised through manual 4. e-Helpline report
environment by the department or e-helpline
officials. The changes change
to be formally management tool
submitted to
helpdesk.

[Type here]
Service Level
Helpdesk forwards
the change request
to the application
support team.
Application support
team logs the
change request and
carries out the
impact analysis.
Change request is
formally submitted
to the project
consultants. Upon
the approval of the
GSTN, change
request is
incorporated as per
the agreed timelines
and costs if any
2. Changes in the
infrastructure is
reported from e-
Helpline service desk

[Type here]
Service Level
1. e-Helpline for changes 95% of changes Total Changed

• 95% of changes related to application implementation violated timelines
implemented correctly on 2. e-Helpline for changes within stipulated = total requested Change Management
time 95% in the infrastructure time out of total changes - total Report
requested changes violated changes
11 Contingency Planning
Bi-annual test of the

Bi-annual test of the DR DR is conducted on
plan to be completed within the non-business
190 days from the previous day.
bi-annual test and report Application/database
submitted to GSTN within 7 at DC is
calendar days. shutdown/turned
Backup & Bi-Annual DR inactive. As per the Service
Recovery, Planning Complete the backup within test Automation tool (e.g. Application/database Level Parameter 1. BCP report
and Testing a period of 60 mins from Sanovi) and Manual at DR is made active. Target
initiating the back-up Predefined testing is
(Recovery time objective : conducted at DR and
90 mins) operation is shifted
to DC.

[Type here]
Service Level
12 Status Reporting of Compliance
Monthly
performance report
to be shared with
GSTN. The monthly
100% by 10th of the performance report
Measures following month and should be the
timeliness of communicated to GSTN consolidated
monthly IS compliance report of As per the Service
performance 100% Manual SLA's Level Parameter 1. Monthly performance
status report Target report
13 Incident Reporting
Any malicious • 100% Activity log to be e-Helpline (Wipro, Report on the As per the Service e-Helpline report
attempts on submitted to the 100% in-house tool) MSP following incidents Level Parameter Daily, Weekly and
any part of the IT GSTN that comprises of to leaverage on to be prepared Target
Security as service offering

[Type here]
Service Level
infrastructure both exceptional as well as for event co-relation tool 1. Failure of Monthly Report from
(application, normal hardware MSP
database, networks) reportable activities by 5th infrastructure at DC
should of every month for 2. Malicious attack
be communicated the previous month. Incident report to be
immediately shared with GSTN as
to the GSTN per the SLA
as an exceptional
report
• 100% Activity log to be
submitted to the GSTN that
comprises of both
exceptional as well as As per the Service
normal reportable activities 100% Manual Activity Log Records Level Parameter Activity Logs Reports
by 5th of every month for Target
the previous month.
14 User Satisfaction

[Type here]
Service Level
1. Survey form to be
Conduct bi-annual on-line shared with
surveys for all CTD locations commercial tax 1. Mail evidence of the
through designated Tax department officials survey form
officials of the state as per the SLA 2. Reminder mail
Ensure annual user 2. Reminders to be As per the Service 3. Duly filled survey
surveys conducted 1. CTD officers who have valid On-line survey tool sent to officials in Level Parameter form submitted by the
TINXSYS login credentials) case delay in the Target officials (if any)
response
15 Adherence to standards
Compliance with
data and Standards as per ISMS 1.
information certification to be Submission/display ISO 27001 audit
security standards followed and annual Manual of hard/softcopy of from consultant 1. Hard or softcopy of the
such as ISO 27001 review of same shared the ISO 27001 on half yearly ISO 270001 certificate
(2013) at the data with GSTN and project certificate for the data
centre consultants centre
Service Level

[Type here]
GSTN from time to
time on a need 1. MSP to get their
basis will intimate operations at the
the standards that Data Centres for the
are mandatory. TINXSYS project to
Considering the Compliance with standards: be certified with ISO
criticality of the As per the ISMS 27001.
data, it may be Statement of 2. Compliances to ISO 27001
important to Applicability the Controls to be (2013) audit 1. Evidences of the
comply with defined by GSTN from consultant compliance
applicable on half yearly
standards. basis
16 Response time for MIS Drill Down
Drill down of MIS On drill down of MIS 1. Performance As per the Service
Generated generated from testing to be Level Parameter 1. Result of performance
from TINXSYS TINXSYS the next page of Apache Jmeter conducted on the Target report
report should identified drill down

[Type here]
Service Level
appear in 10 Seconds time report once in

fortnight
18 Data availability on TINSXSYS Server
Difference between
(a) Data to be made the time of creation/
available at TINXSYS server modification of the
within 3 working days <=3 days data and the time of Data availability at
Data availability on transfer of the data TINXSYS <=3
TINSXSYS Server On Quarterly Data sharing report to TINXSYS server. working days Data sharing report
average Sharing report should measured on
depict the data. quarterly basis

[Type here]
Service Level
20 Compliance to Penetration testing audit findings
At least 90% of the High Penalty of INR.

Severity Vulnerabilities 25,000 per high
identified (during the marked severe
To close all the reported VAPT activity) by GSTN/ vulnerability
findings of last conducted nominated agency must subject to
Penetration testing audit be patched before the maximum of 1%
next VAPT activity is of the quarterly
carried out fee payable

Volume II - RFP for selection of MSP to operate and manage TINXSYS
10.3 Annexure II - Performance Credits
General
The primary intent of performance credits is to ensure the IT infrastructure performs and behaves
consistent with the service levels expected and established for the services delivered. The MSP are not
meant to be punitive or, conversely, a -vehicle for additional fees. As such, a maximum level of
credit/incentive is established and described below.
The frameworks for performance credits from/to MSP as a result of not meeting the Service Level
Targets are as detailed below:
a) A quarterly performance evaluation will be conducted using the three monthly reporting
periods of that quarter.
b) A Primary Performance Credit will be recognized as a credit on the quarterly invoice to The
GSTN if MSP does not meet the High Critical Performance Targets in any two out of the three
monthly reporting periods.
c) A Secondary Performance Credit will be recognized as a credit on the quarterly invoice to The
GSTN if MSP does not meet the Medium Critical Performance Targets in any two out of the
three monthly reporting periods
Definitions / Calculations
a) Performance Credit Payment from MSP to the GSTN for not meeting each of the high critical
performance targets at the rate of Five (5%) of one month's average 'REVEX' fee, calculated for
the Quarter under consideration.
b) Performance Credit Payment from MSP to The GSTN for not meeting each of the medium critical
performance targets .at the rate of Two (2%) of one month's average' 'REVEX' fee calculated for
the Quarter under consideration.
c) Each persistent non-compliance attributed to MSP over the subsequent quarter will result in
further increase of 50% (in Performance Credit) reduction from the respective month's REVEX
Two consecutive quarterly reduction of more than 25% of the REVEX on account of any reasons,
will be deemed to be an event of default and the consequences as provided in Clause 14 of
Master Service Agreement (RFP Vol III) of the Contract shall follow.
Critical Performance Targets. The measurements defined as ‘critical’
Credit Calculation 5% of 1 Month 'REVEX' Invoiced.
Example: Using the monthly REVEX of INR 1mn and using 5%, the payment / credit would be INR
50,000.
Reporting Period, means those performance reports produced on a monthly basis for the prior months IS activities
and services
11. TINXSYS-Existing Bill of Material (DC, DR)
Table – 13 Existing Bill of Material Data Centre

Asset code
Date of Installation Date till
Sr# or serial Item description (make and model)
& commissioning AMC (MSP)
number
1 FGL172220MH Internet Router Cisco 1941 24-Sep-13 04-Sep-18
2 FGL172220MG Internet Router Cisco 1941 24-Sep-13 04-Sep-18
3 JAF170200YZ SAN Switches DS-C9124AP-K9 24-Sep-13 04-Sep-18
4 JAF16286934 SAN Switches DS-C9124AP-K9 24-Sep-13 04-Sep-18
5 JMX1728805M Core Firewall ASA5520-BUN-K9 24-Sep-13 04-Sep-18
6 JMX1728804W Internet Firewall ASA5520-AIP10-K9 24-Sep-13 04-Sep-18
Database Segment Switch WS-C2960S-
7 FOC1701ZJFV 24-Sep-13 04-Sep-18
24TS-L
Database Segment Switch WS-C2960S-
8 FOC1648YSM 24-Sep-13 04-Sep-18
24TS-L
Webserver Segment Switch WS-C2960S-
9 FOC1721X2HK 24-Sep-13 04-Sep-18
24TS-L
Webserver Segment Switch WS-C2960S-
10 FOC1709X2E3 24-Sep-13 04-Sep-18
24TS-L
11 FOC1709X2BR User Segment Switch WS-C2960S-24TS- 24-Sep-13 04-Sep-18
12 FOC1709X2BH L WS-C2960S-24TS-
User Segment Switch 24-Sep-13 04-Sep-18
L
Internet WAN Segment Switch WS-
13 FOC1721W1TB 24-Sep-13 04-Sep-18
C2960S-24TS-L
Intranet WAN Segment Switch WS-
14 FOC1721W1RP 24-Sep-13 04-Sep-18
C2960S-24TS-L
15 MXA317Z3BD Tape Library HP-MSL 2024 24-Sep-13 04-Sep-18
16 SGH2299A90 HP EVA-SAN Storage HP-EVA-6300 24-Sep-13 04-Sep-18
17 CN721604LH FTP Server HP-DL180 24-Sep-13 04-Sep-18
18 CN721604LH FTP Server HP-DL180
19 CN71270PDY Antivirus Server HP-DL180 24-Sep-13 04-Sep-18
20 CN720206B6 Email Server HP-DL180 24-Sep-13 04-Sep-18
21 SGH312VWAD Application Server1 HP-DL380 24-Sep-13 04-Sep-18
22 SGH312VWAC Application Server2 HP-DL380 24-Sep-13 04-Sep-18
23 SGH321VWAA Database Server1 HP-DL580 24-Sep-13 04-Sep-18
24 SGH321VWAB Database Server2 HP-DL580 24-Sep-13 04-Sep-18
25 J325AXE Lenovo x3650 M5 (Staging) Jan-17
Table- 14 DR site on Wipro cloud at GNDC

Below is extended as Infrastructure-as-a-service (IaaS) by M/s Wipro and the similar infrastructure
has to be provided by the bidder. The below details are tentative and it’s the responsibility of the
MSP to ensure that all SLAs are met, while Tinxsys is functioning from DR site.
HDD (in
Sr# VM Details vCPU RAM OS
GB)
Microsoft Windows
1 TINXSYS Webserver 8 32 100
Server 2012 (64-bit)
Red Hat Enterprise Linux
2 Tinxsys Database 8 32 2096
6.3 (64-bit)
Microsoft Windows
3 Viking Application Server 4 16 200
Server 2008 R2 (64-bit)
Microsoft Windows
4 Viking Database Server 4 16 400
Server 2008 R2 (64-bit)
Microsoft Windows
5 e-Helpline Server 4 8 500
Server 2008 (64-bit)
Table – 15 Software Asset Details at Data Centre

Sr# Software Name Qty. Make & Model Date of ATS
Installation & validity
commissioning
1 Windows Server 2012 6 WinSvrStd 2012 SNGL OLP NL 2Proc 25-Jun-13
2 Windows Server 2012 6 WinSvrStd SNGL SA OLP NL 2Proc 25-Jun-13
3 Oracle 4 Oracle11g Standard Edition-CPU 02-Mar-14
License
4 RHEL 2 Red Hat Enterprise Linux Server, 13-Jul-13
Standard (4 sockets) (Up to 1 guest)
5 E SET NOD32 Antivirus 8 ESET NOD 32 Business Edition 17-Jul-13
6 Pramati Application Server 10 (DC) + 4 Pramati Application Server v 6.5 10-Jul-13
v 6.5 Enterprise Edition (DR) Enterprise Edition
Table – 16 TINXSYS ISP Links at DC/DR
TINXSYS ISP LINKS DEAILS

ISP Link BANDWIDTH
Serial No TYPE OF LINK Location
PROVIDER OF LINK
1 Reliance Internet line 16 Mbps Pune DC
2 Reliance Point to Point 4 Mbps Pune DC to Greater Noida DR
3 Pooled Internet link at DR To meet the SLA Greater Noida DC
Bandwidth
provided by
Wipro as a
service.
12. ANNEXURE – FORMAT FOR CHANGE CONTROL NOTICE
Change Requests – since TINXSYS is already implemented project, MSP is expected to manage
the project without raising any requests for change. In case of change in the scope of work
of MSP, GSTN will discuss & accept change requests initiated by selected MSP and pay for

them based on the efforts estimated for them and the cost of manpower indicated by the
MSP in the commercial proposal. Selected MSP is required to follow the ITIL methodology for
the change management process. The genuineness of the change will be established based
on the process, deliverables, solution capability and the validation of it by the GSTN or its
advisors.
1. Change request Process
a. Change Initiation with full documentation of each change: Format is provided
below
b. Collection of all Requests & relevant information for change request
c. Consolidate demands by bundling similar changes
d. Scheduling changes according to priority, category and possible impact of
Making changes
e. Implementing the change
f. Configuration management of the changes implemented
g. Fallback measure to roll back the change
GSTN shall establish a Change approval Board (CAB) to assess & approve the changes. MSP should provide
Manpower cost for change requests as per the cost provided in commercial bid.
Change Control Note CCN Number:

Part A: Initiation
Title:
Originator:
Sponsor:
Date of Initiation:
Details of Proposed Change
(To include reason for change and appropriate details/specifications. Identify any attachments as A1,A2, and
A3 etc.)
Authorised by Nodal Agency Date:

Name:

Signature: Date:
Received by the MSP

Name:
Signature:
Change Control Note CCN Number:

Part B : Evaluation
(Identify any attachments as B1, B2, and B3 etc.)
Changes to Services, charging structure, payment profile, documentation, training, service levels and
component working arrangements and any other contractual issue.
Brief Description of Solution:
Impact:
Deliverables:
Timetable:
Charges for Implementation:
(including a schedule of payments)
Other Relevant Information:
(including value-added and acceptance criteria)
Authorised by the MSP Date:
Name:
Page 101
Signature:
Change Control Note CCN Number :
Part C : Authority to Proceed

Implementation of this CCN as submitted in Part A, in
accordance with Part B is: (tick as appropriate)
Approved
Rejected
Requires Further Information (as follows, or as
For Nodal Agency and its nominated agencies For the MSP
Signature Signature
Name Name
Title Title
Date Date
Page 102

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Goods and Services Tax Network, New Delhi

REQUEST FOR PROPOSAL (RFP)

RFP No: GSTN/

10th June 2018

List of Tables ......................................................................................................................................... 5

1. TINXSYS – Project Background ............................................................................................. 6

2. TINXSYS - Overview .................................................................................................................. 6

2.1 Statistics .................................................................................................................................................... 8

2.2 Geographical scope................................................................................................................................... 9

4. Scope of Work .......................................................................................................................... 11

4.1 Transition of TINXSYS application ........................................................................................................... 11

4.2 Operations and maintenance of TINXSYS application ............................................................................. 12

4.5 Asset Management ................................................................................................................................. 13

4.6 Enhancement of WEB SERVICES (SD team to confirm) ............................................................................ 14

5. Overview of TINXSYS APPLICATION (SD team to comfirm) .................................... 16

5.1 Dealer Verification Module ..................................................................................................................... 16

5.2 File Upload Module ................................................................................................................................ 17

5.3 Statutory Form Verification Module ....................................................................................................... 17

5.4 MIS Report Module ................................................................................................................................ 17

5.5 Web Services Architecture ...................................................................................................................... 17

5.6 Technology Stack TINXSYS (SD to confirm).............................................................................................. 18

6. Project phases, Deliverables & Timelines...................................................................... 19

Goods and Services Tax Network Page 2

6.2 Operations & Maintenance phase .......................................................................................................... 21

7.1 Payment Schedule .................................................................................................................................. 23

7.2 Payment terms & conditions: ................................................................................................................. 23

7.3 Travel Payments ..................................................................................................................................... 23

8. Knowledge Transfer & Exit Management ...................................................................... 24

8.1 Transfer of Assets ................................................................................................................................... 24

8.2 Cooperation and provision of information .............................................................................................. 24

8.3 Confidential information, security and data............................................................................................ 26

8.4 Employees .............................................................................................................................................. 26

8.5 Transfer of certain agreements ............................................................................................................... 26

8.6 Rights of access premises........................................................................................................................ 26

8.7 General obligations of the MSP .............................................................................................................. 27

8.8 Exit management plan ............................................................................................................................ 27

9. Key Personnel .......................................................................................................................... 28

10. Service Level Agreement (SLA) .......................................................................................... 31

10.1 SLA NOTES .............................................................................................................................................. 36

10.2 Annexure I – SLA Calculation & Measurement ........................................................................................ 37

11. TINXSYS-Existing Bill Of Material (DC, DR) ................................................................... 66

12. ANNEXURE – FORMAT FOR CHANGE CONTROL NOTICE ........................................... 67

Goods and Services Tax Network Page 3

DRC Disaster Recover Center

EC Empowered Committee of State Finance Ministers

Goods and Services Tax Network Page 4

The following table are described in this RFP.

Goods and Services Tax Network Page 5

The following facilities are commissioned as part of the project:

Year 2009 2010 2011 2012 2013 TOTAL

Number 278672 317906 353418 395713 39699 1742108

Year 2009 2010 2011 2012 2013 TOTAL

Year 2009 2010 2011 2012 2013 TOTAL

Year 2009 2010 2011 2012 2013 TOTAL

Year 2009 2010 2011 2012 2013 TOTAL

Year 2009 2010 2011 2012 2013 TOTAL

Year 2009 2010 2011 2012 2013 TOTAL

Goods and Services Tax Network Page 7

Year 2009 2010 2011 2012 2013 TOTAL

Goods and Services Tax Network Page 8

Number of C Forms Registered in TINXSYS 11522996 14578607

Number Other Forms Registered in TINXSYS 1513244 1854187