UNHCR VSAT Network – Request for Proposals

Terms of Reference

A - Introduction ......................................................................................................3
A1 - UNHCR...........................................................................................................3
A2 - DIST ...............................................................................................................3
A3 – DIST’s Mission ..............................................................................................4
A4 – DIST’s Organizational Context..................................................................4
B - Executive summary.........................................................................................5
C – RFP Structure, Governance and Leadership ............................................5
C1 - RFP Structure...............................................................................................5
C2 - Governance & Project Management........................................................7
C3 – RFP Leadership............................................................................................7
C4 – Response Structure.....................................................................................7
D - Terms of Reference (ToR) and Statement of Work (SoW) ....................8
D1 – Introduction .................................................................................................8
D2 – Statement of Work ...................................................................................10
D2-a VSAT Bandwidth Categories...............................................................10
D2-b VSAT Site Access Categories..............................................................10
D2-c List of Current UNHCR VSAT Sites ....................................................11
D2-d List of Additional UNHCR VSAT Sites...............................................13
D2-e The Capacity of Services (Multicasts)..............................................14
D2-f Back-Haul...............................................................................................16
D2-g Monitoring.............................................................................................17
D2-h Quality of Service (QoS) .....................................................................18
D2-i Material List (hardware), outstations. ............................................19
D2-j Link Budgets..........................................................................................22
D2-k Quick Deployment VSAT Kit. .............................................................24
D2-l Energy. ...................................................................................................25
D2-m IP Addressing .......................................................................................26
E – Contractor’s Services ...................................................................................26
E1 – Fault Management ....................................................................................26
E2 – Maintenance...............................................................................................27
E2-a Preventive Maintenance .....................................................................27
E2-b Corrective Maintenance .....................................................................29
E2-c Scheduled Maintenance ......................................................................30
E3 – Spare Parts and RMA.................................................................................30
E3-a Spare parts policy ................................................................................30
E3-b Return Merchandise Authorization (RMA) ......................................31
E4 – Licensing .....................................................................................................32
E5 – Staging, Shipment, Customs Clearance & Final Destination .............33
E5-a Staging ...................................................................................................33
E5-b Shipments..............................................................................................33
E5-c Customs Clearance...............................................................................34
E5-d Transportation to final destination .................................................34
E5-e Site Survey ............................................................................................34
E5-f Site Environment ..................................................................................35
E6 – Moves, Adds, Changes & Deletions (MACD) ..........................................35

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 F – Migration and (new) Installations ..........................................................36
F1 – Migration.....................................................................................................36
F2 – New Installations.......................................................................................36
F3 – Out-Of-Band (OOB) ...................................................................................37
F4 – Acceptance Tests (AT) .............................................................................38
F5 – As Built documents (AB)...........................................................................40
G – Service Level Agreement (SLA) .................................................................42
G1 – VSAT Outstation........................................................................................43
G2 – Hub..............................................................................................................43
G3 – Backhaul.....................................................................................................43
G4 – Service Violation Credits (SVC) ..............................................................43
G4-a VSAT outstation...................................................................................43
G4-b Hub.........................................................................................................44
G4-c Backhaul ................................................................................................44
G5 – Response Time & Mean Time to Restore (MTTR)................................44
G6 – Network Parameters (Link Quality).......................................................45
G6-a Latency ..................................................................................................45
G6-b Bit Error Rate (BER)............................................................................45
G6-c Jitter and Packet Loss ........................................................................45
H – Unified Communications (UC) ....................................................................46
H1 – Avaya Nortel Business Communications Manager (BCM)....................46
H2 – Cisco Unified Communication Manager (CUCM) ..................................46
H3 – Voice Gateways.........................................................................................48
H4 – Video, On-Demand Services....................................................................48
I - Optimization ....................................................................................................48
J – Research and Development (R&D).............................................................49
J1 – Contractor’s Capacity...............................................................................49
J2 – Technology Review ...................................................................................50
K – Training & Certification ...............................................................................50
K1 – Technology Certification .........................................................................50
K2 – Industry Certification ...............................................................................51
L – Financial Terms & Price Review ................................................................51
L1 – Financial Component................................................................................51
L2 – MRC Matrix..................................................................................................52
Under the same conditions, the bidder will give separately its best MRC
offer for a 4096 / 2048 Mbps Bandwidth......................................................55
L3 – One Time Charge (OTC) ...........................................................................56
L4– Financial Model...........................................................................................56
L5 – Price Review ..............................................................................................57
L6 – Alternative service and price offerings.................................................57
L7 – Submission of price information.............................................................58
M – Bids Assessment, Due Diligence and Contract Negotiations ..............59
M1 – Bids Analysis and Scoring ........................................................................59
N – Contractor’s Profile ......................................................................................60
N1 – General.......................................................................................................60
N2 – Experience and Expertise........................................................................60
N3 – References .................................................................................................60
N4 – Differentiators & Contractor’s Assets...................................................61
O – Compliance Matrix ........................................................................................61
P – Additional Information & Instructions......................................................63

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A - Introduction

A1 - UNHCR

The Office of the United Nations High Commissioner for Refugees (UNHCR) is
a United Nations (UN) agency mandated to protect and support refugees and
Internally Displaced Persons (IDP) and assists in their voluntary repatriation,
local integration or resettlement to a third country. Its headquarters is in
Geneva, Switzerland. The agency has 6,600+ national and international staff
working in more than 350 offices in 110 countries.

Most UNHCR operations are in the field. The worldwide operations have
become highly complex, ranging from recruitment of new staff and ensuring
their security in dangerous situations to the procurement of everything from
medical supplies and bulk food shipments to aircraft charters. Specific
departments, mostly based in the Geneva and Budapest headquarters,
oversee key areas, such as operations, protection, external relations, human
resources, information services, telecommunications, and finance.

In the field, UNHCR's core work is managed from a series of regional offices,
branch offices, sub-offices and field offices. The High Commissioner's
Representatives head operations in the countries where the agency works,
while there are also a number of regional Representatives.

For more information:

UNHCR Web site: www.unhcr.org

UNHCR Mission: http://www.unhcr.org/pages/49ed83046.html
Populations of Concern: http://www.unhcr.org/4cd91dc29.html

A2 - DIST

The Division of Information Systems and Telecommunications (DIST) will be

the business owner of the UNHCR VSAT Network RFP described in the
present document. The Division is currently undergoing major reform and a
new structure will be in place in the next few months. The new DIST
structure comprises three main branches - Business Relationship
Management Service, ICT Operations Service and Technical Authority
Service. DIST is headed by the Chief Information Officer (CIO) and Director.

The Business Relationship Management Service develops and maintains

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close working relationships with the rest of UNHCR business. It provides
insight to the business on the best use of ICT technology in delivering the
organization’s Services while also ensuring that DIST provides the requisite
ICT Services to the business. The Business Relationship Management Service
has three Sections dealing with Business Relationship Management,
Programme/Project Management, and Service Development.

The Technical Authority Service defines the future technical ICT

architecture of UNHCR, develop the long term technology roadmap for
applications and infrastructure. This Service defines technical ICT policies,
standards, security arrangements and guidelines, and ensures their correct
application throughout UNHCR. There are three units under the Technical
Authority Service – Architecture, Security, and Portfolio Management (P3O).

The ICT Operations Service is responsible for the coordination and

management of ICT operations, service delivery and service management
processes. The Service has four sections - ICT Field Operations, ICT
Customer Services, Technical Support & Monitoring, and Vendor
Management.

A3 – DIST’s Mission

DIST supports the mission and strategic objectives of UNHCR’s business

and aims to be the center of excellence for all ICT matters in the
Organization.
The new DIST structure includes staff located at the Headquarters in
Geneva, the ICT Service Center in Amman, Jordan, the Service
Development Section in Budapest, Regional Hubs in Kuala Lumpur and
Panama City as well as ICT staff scattered in the field – mainly in Africa,
MENA and Asia. DIST’s Global Service Desk function will be supported by
staff in Amman, Geneva, Kuala Lumpur, and Panama City. The Global
Service Desk and hubs provide a single point of contact for all UNHCR
technology users.
DIST also provides ICT training opportunities for staff in collaboration of
the Global Learning Center (GLC) in Budapest.

A4 – DIST’s Organizational Context

Core partnerships and customized technological solutions have allowed DIST

during the past several years to build corporate-wide infrastructure and
application services. The Division’s ongoing Reform initiative aims to
thoroughly modernize the ICT infrastructure, application and infrastructure
services and adopt industry-standard service management.

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While some of the outsourced infrastructure services are managed using
contractual service level agreements (SLA) that govern the service delivery,
most in-house services are currently delivered on a best-effort basis.
Nonetheless the managed and in-house services are collectively meeting the
basic ICT service needs of the organization and the Division is working
towards the adoption of internal SLAs in the delivery of ICT services to the
UNHCR Business.
The ongoing DIST reform aims to bring about a paradigm shift in the
management of ICT services in the organization – a shift from a technology
silo based structure to one that focuses on the delivery of comprehensive,
up-to-date, and industry standard ICT services. A new organizational
structure, adoption of industry-standard service management and
governance processes, the introduction of managed services in some areas,
and upgrade of the ICT infrastructure are the key areas of the Reform
programme.

B - Executive summary

The UNHCR Global VSAT Network constitutes the satellite segment of the
Global Wide Area Network (G-WAN). Since its transition to a managed
service in 2006, it has grown to address the communication needs of more
than 125 field and deep field offices (expected count Q4 2011). The
terrestrial Wide Area Network (MPLS IPVPN WAN) services nearly 60
locations in 27 countries. Other UNHCR offices are serviced via local ISPs
(VPNs).
The UNHCR Global VSAT Network is currently contracted to “Emerging
Markets Communications” (EMC) based in Miami, Fl, USA. The contract is
currently scheduled to expire in September 2011.
Accordingly and in line with DIST vision and strategy to continue using
managed VSAT services, UNHCR has decided to launch an RFP to award a
new UNHCR service contract, as of 1st October 2011.

The Terms of Reference (ToR) of this RFP are detailed in the sections below.

C – RFP Structure, Governance and Leadership

C1 - RFP Structure

Phase I: Terms of Reference (June-July 2011)

Phase II: Publication of RFP, Friday, August 12th , 2011
Phase III: Bidding Process deadline: Friday, September 23rd , 17H00
Geneva time.
Phase IV: Technical and Financial Assessments, First Selection of Bidders

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 Phase V: Consolidation of Assessments, Final Selection of Bidders
Phase VI: Face to Face Meetings, Presentations of Short-Listed Bids
Phase VII: Due Diligence
Phase VIII: Contracts Committee, Selection of the Service Provider
Phase IX: Contract Negotiations
Phase X: Contract Signature
Phase XI: Migration
Phase XII: Operations (01.02.2012)

The following chart represents the tentative timelines and milestones

covering the above phases, as of phase II. UNHCR DIST reserves the right to
modify the RFP Process Structure to reflect operational and or
administrative exigencies.

2011 weeks >> < > 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 1 2 3 4

Phase I (June / July 2011)
Phase II 12.08.2011
Phase III 23.09.2011
Phase IV
Phase V
Phase VI
Phase VII
Phase VIII 14.10.2011
Phase IX
Phase X 28.10.2011
Phase XI
Phase XII 01.02.2012

The bidders shall bear all the costs associated with the submission of their
proposals, whether they are successful or not. This RFP does not constitute
an obligation for UNHCR to enter into a contract.

The language of the proposals submitted by bidders shall be exclusively

English.

The Propsals must offer all the required services described in this RFP. It is
also the bidder’s responsibility to fully examine the terms of reference
enclosed in this RFP and to formulate the proposals accordingly with focus
on a turn-key and complete solution. The bidders are required to complete
the compliance table in section O, below.

Any request for additional information will be submitted in writing and

addressed to the contact person indicated in the RFP covering memo. The
enquiries should be sent to UNHCR no earlier than the 5th of September and
no later than the 9th of September 2011, OOB and COB Geneva time,
respectively. UNHCR may chose to organize a “Bidders Conference”, which
would take place in week 37, 2011.

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Direct enquiries to UNHCR technical teams and/or known contact persons in
UNHCR on any aspect of this RFP are prohibited throughout the bidding
process.

C2 - Governance & Project Management

The CIO and Director of DIST will exercise overall governance of the RFP
process. For the migration and implementation phases, DIST will set up a
Steering Committee and appoint a Project Manager who will ensure
operational coordination.

The CIO and the Steering Committee may, at any stage of the RFP cycle,
seek external technical and expert assistance.

C3 – RFP Leadership

The DIST ICT Field Operations Section will lead the UNHCR VSAT Network
RFP project throughout its life cycle, in close collaboration with the other
DIST units concerned in the RFP process.

C4 – Response Structure

Bidders are expected to strictly follow the section headings used in this
document (sections D to P) in the submission of their proposals. This is
necessary to ensure that bidders respond to all aspects of the RFP and the
evaluation process can be undertaken by comparing proposals on a like-for-
like basis.

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D - Terms of Reference (ToR) and Statement of Work (SoW)

D1 – Introduction

The present section provides a high level descripion of the terms of

reference and the statement of work which are fully detailed in the
subsequent sections.

UNHCR relies primarily on VSAT for voice and data connectivity for 125 sites
across its operations, in more than 36 countries. The majority of these
offices are located in deep field areas where VSAT is the only means of
communications for voice and data services.

UNHCR initially seeks the provision of dedicated space segments, in both

directions, with no contention ratio. The design of the multicasts will allow
downlink burstability (to the outstation). In rating the offers, UNHCR will
pay special attention to the size of the proposed multicasts. Contended
bandwidth provision of any ratio, will not be accepted as part of the base
offer provided by bidders (cf Section L).

UNHCR seeks, as an optional service, the dynamic availabilty of additional

bandwidth-on-demand in both directions (uplink and downlink), for specific
services such as videoconferencing.

The design of the current VSAT Network reflects 5 years of collaboration

with the current service provider. Furthermore, UNHCR owns all the
hardware constituting its current VSAT infrastructure. Bidders should offer a
solution on the current MCPC/SCPC platform and are encouraged to offer
solutions based on other platforms such as:

(i) DVB-S2 with ACM/TDMA & SCPC Return

(ii) Dynamic SCPC
(iii) Other technologies..
The current VSAT infrastructure, hardware and bandwidth, has been
upgraded in 2011. UNHCR will maintain the current policy of ownership of
the VSAT infrastructure until further notice.
UNHCR expects an enterprise grade SLA for all the VSAT Network
Components; RF and IP as well as the other segements. This SLA will be
enhanced by an industry grade monitoring system that will cover the IP and
the RF segments of the outstations. The SLA will also be supported by a
proactive fault management platform, an aggressive preventive and
corrective maintenance policy, a clear spare parts policy inclusive of
prepositioned regional stocks of spare equipment, RMA etc. as described
below.

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UNHCR will be an active part of this SLA through the provision of preventive
and corrective maintenance in deep field locations. SLA reports will be
compulsory.

UNHCR traffic is proactively managed through a Quality of Service (QoS)

scheme applied directly at the router level. The QoS will prioritize the
overall voice and data traffic as per requirements imposed by UNHCR and
amended based on need.

UNHCR has deployed network optimization using Riverbed technology in 13

locations (cf Section O). DIST is also currently reviewing options to adopt
comprehensive network-based optimization across its Global WAN (VSAT,
MPLS, ISP) using CISCO technology. While bidders are expected to take this
fact into consideration, the proposed solution should include a suggestion
on alternative or complementary optimization techniques, fully integrated
in the service delivery model.

UNHCR’s current VSAT architecture implies that all voice (except site to site
on-net voice traffic) and data traffic is transported to/through UNHCR
Headquarters in Geneva Switzerland. Geneva hosts most of UNHCR’s data
centers.

UNHCR provides access to the Internet through its own gateways,

accordingly an alternative Internet breakout topology is out of scope for the
current RFP. UNHCR may consider this option at a later stage.

UNHCR provides off-net PSTN access through its own Least Cost Routing
(LCR) voice gateways, accordingly provision of alternative voice gateways
and PSTN access is out of scope for the current RFP. UNHCR reserves the
right to review and change this policy at its convenience.

UNHCR currently pursues a very active training and certification policy for
its field ICT Staff. Bidders should include in their proposals a complimentary
training per contract year for a maximum of 12 trainees, as per details
provided in Section K.

UNHCR is part of the greater UN Family and seeks full co-ordination with the
UN community in contracting VSAT services. UNHCR reserves the right to
modulate its expectations of the present contract in accordance with the
common UN strategy, at any stage of the RFP process.

UNHCR expects the awarded contract to be completely open to other United

Nations agencies and major NGOs recognized as such by UNHCR.

Optional VoIP services and related terms of reference are included in

Section H2 of this RFP..

Initially UNHCR will award a three year contract subject to one year of
satisfactory service excluding the initial 3 months migration phase. The
contract may be extended annually for an additional two years for a

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maximum duration of five years (3+1+1). A new RFP will be issued after five
years or earlier based on UNHCR’s own assessment of its satisfaction with
the services provided by the Contractor.

UNHCR will undertake a cost review in the first quarter of the second year
of the contract and reserves the right to resort to non-commercial third
party arbitration.

UNHCR expects a technology review to be undertaken in the second quarter

of the second year of the contract and reserves the right to resort to non
commercial third party arbitration.

UNHCR expects an opt-out option from the contract on the basis of non-
performance, technical and business considerations or convenience. This
will be included in the final contract.

D2 – Statement of Work

This section describes in details the current VSAT topology and the network
requirements.

D2-a VSAT Bandwidth Categories

UNHCR runs currently 3 bandwidth categories, dedicated uplink and

downlink:

- Category H2 1024 Kbps / 512 Kbps

- Category H2a, 1024 Kbps / 768 Kbps
- Category H3, 2048 Kbps / 1024 Kbps

D2-b VSAT Site Access Categories

While the sections below define the VSAT site access categories, UNHCR and
the contractor will work hand in hand to determine the best way to deliver
the contractual services to all locations. Final Site Access categorization,
based on the bidder’s capacity, will be included in the contract and
amended in the future as required.

- Category I Site, is a UNHCR site where the contractor provides all the
services defined in the contract without the use of UNHCR staff or
resources.
- Category II Site, is a UNHCR site where the contractor provides all
services defined in the contract with the full contribution of UNHCR
staff and resources, for on-site interventions, except for new
installations.

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D2-c List of Current UNHCR VSAT Sites

The following matrix provides the list of current VSAT sites, their bandwidth
and their access categories:

Bandwidth
BW Access
Country City Downlink Uplink
Category Category
Afghanistan Gardez H2a I 1024 768
Afghanistan Herat H2a II 1024 768
Afghanistan Jalalabad H2a II 1024 768
Afghanistan Kabul H3 I 2048 1024
Afghanistan Kandahar H2a I 1024 768
Afghanistan Mazar-I-Sharif H2a II 1024 768
Angola Luanda H2a I 1024 768
Benin Cotonou H2a I 1024 768
Burundi Bujumbura H3 I 2048 1024
Burundi Makamba H2a II 1024 768
Burundi Muyinga H2a II 1024 768
Burundi Ruyigi H2a I 1024 768
Cameroon Yaoundé H2a I 1024 768
CAR Bangui H2a I 1024 768
Chad Abeche 1 H2a II 1024 768
Chad Abeche 2 H2 II 1024 512
Chad Amleyouna H2a II 1024 768
Chad Bahai H2a II 1024 768
Chad Danamadji H2a II 1024 768
Chad Farchana H2a II 1024 768
Chad Gore H2a II 1024 768
Chad Goz Beida H2a II 1024 768
Chad Guereda H2a II 1024 768
Chad Hareze H2a II 1024 768
Chad Iriba H2a II 1024 768
Chad Koukou H2a II 1024 768
Chad N'Djamena H3 I 2048 1024
Congo Betou H2a II 1024 768
Congo Brazzaville H3 I 2048 1024
Congo Impfondo H2a II 1024 768
Djibouti Djibouti H2a I 1024 768
DRC Baraka H2a II 1024 768
DRC Bukavu H2a II 1024 768
DRC Bunia H2a II 1024 768
DRC Dungu H2a II 1024 768

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DRC Goma H2a II 1024 768
DRC Kinshasa H3 I 2048 1024
DRC Lubumbashi H2a I 1024 768
DRC Moba H2a II 1024 768
DRC Uvira H2a II 1024 768
Eritrea Asmara H2a I 1024 768
Gabon Libreville H2a I 1024 768
Ghana Accra H2a I 1024 768
Guinea Conakry H2a I 1024 768
Guinea Nzerekore H2a II 1024 768
Iraq Al-Waleed H2a I 1024 768
Iraq Baghdad H3 I 2048 1024
Iraq Basra H2a I 1024 768
Iraq Erbil H2a I 1024 768
Iraq Kirkuk H2a I 1024 768
Ivory Coast Abidjan H2a I 1024 768
Jordan Amman H3 I 2048 1024
Kenya Dadaab H2a II 1024 768
Kenya Kakuma H2a II 1024 768
Kenya Nairobi BO H2a I 1024 768
Kenya Nairobi RSH H3 I 2048 1024
Kenya Somalia BO H2a I 1024 768
Kyrgyzstan Bishkek H2a I 1024 768
Kyrgyzstan Jalal Abad H2a I 1024 768
Kyrgyzstan Osh H2a I 1024 768
Liberia Monrovia H2a I 1024 768
Liberia Saclepea H2a II 1024 768
Mozambique Maputo H2a I 1024 768
Mozambique Nampula H2a I 1024 768
Myanmar Maungdaw H2a II 1024 768
Myanmar Yangon H2a I 1024 768
Nepal Damak H2a I 1024 768
Nepal Kathmandu H3 I 2048 1024
Pakistan Islamabad H3 I 2048 1024
Pakistan Peshawar H2a I 1024 768
Pakistan Quetta H2a I 1024 768
Rwanda Kigali H2a I 1024 768
Senegal Dakar H2a I 1024 768
Sierra Leone Freetown H2a I 1024 768
Sierra Leone Kenema H2a I 1024 768
Somalia Bosasso H2a II 1024 768
Somalia Galkacyo H2a II 1024 768
Somalia Hargeisa H2a I 1024 768
Sudan Bor H2a II 1024 768
Sudan El Fasher H2a II 1024 768
Sudan El Geneina H2a II 1024 768

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Sudan Habillah H2a II 1024 768
Sudan Juba H3 I 2048 1024
Sudan Kassala H2a II 1024 768
Sudan Khartoum H3 I 2048 1024
Sudan Malakal H2a II 1024 768
Sudan Nyala H2a II 1024 768
Sudan Torit H2a II 1024 768
Sudan Yambio H2a II 1024 768
Sudan Yei H2a II 1024 768
Sudan Zalingie H2a II 1024 768
Tanzania Dar es Salaam H3 I 2048 1024
Tanzania Kasulu H2a II 1024 768
Tanzania Kigoma H2a I 1024 768
Tanzania Mishamo H2a II 1024 768
Tanzania Mpanda H2a II 1024 768
Tanzania Uliyankulu H2a II 1024 768
Togo Lome H2a I 1024 768
Turkmenistan Ashgabat H2a I 1024 768
Uganda Arua H2a II 1024 768
Uganda Gulu H2a II 1024 768
Uganda Hoima H2a II 1024 768
Uganda Kampala H3 II 2048 1024
Uganda Mbarara H2a II 1024 768
Uganda Pakelle H2a II 1024 768
Yemen Sana’a H2a I 1024 768
Zambia Lusaka H2a I 1024 768
Zambia Solwezi H2a II 1024 768
Zimbabwe Harare H2a I 1024 768

D2-d List of Additional UNHCR VSAT Sites

The UNHCR VSAT Network has grown over the last few years and is expected
to grow even further. The number of outstations has trippled since 2006 and
is expected to reach 125 by end 2011. The following new sites have been
ordered from EMC and will be in progress of deployment through Q3 and Q4
of 2011. The list is not inclusive as other sites may be added through the
RFP Process:

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 Bandwidth
BW Access
Country City Downlink Uplink
Category Category
Syria Damascus H3 I 2048 1024
Malawi Lilongwe H2a I 1024 768
Democratic Rep. of Congo Kalemie H2a II 1024 768
North Sudan Mukjar H2a II 1024 768
North Sudan Mornei H2a II 1024 768
North Sudan Kadugli H2a II 1024 768
North Sudan Abyi H2a II 1024 768
South Sudan Kajo-Keji H2a II 1024 768
South Sudan Rumbek H2a II 1024 768
South Sudan Nimule H2a II 1024 768
Lebanon Beirut H2a I 1024 768
Cameroon Bertoi H2a I 1024 768
Bangladesh Dhaka H2a I 1024 768
Bangladesh Cox’s Bazar H2a I 1024 768
Guinea Bissau Bissau H2a I 1024 768
Gambia Banjul H2a I 1024 768
Mali Bamako H2a I 1024 768

D2-e The Capacity of Services (Multicasts)

The following is a high level description of the current Multicasts. UNHCR

Multicasts are currently built on Arabsat 5A (30.5ºE) and Telstar T-18 (138ºE)
satellites with services from EMC Teleports in Raisting Germany and Kapolei
(Hawaii) USA, respectively. All space segments are C-Band or Planned C-
Band, The new sites listed above are not included in the present Multicasts:

Teleport Multicast Satellite Data Rate (Kbps)

Raisting HCR - 1 Arabsat 5A 28672
Raisting HCR - 2 Arabsat 5A 25600
Raisting HCR - 3 Arabsat 5A 28620
Raisting HCR - 4 Arabsat 5A 25600
Raisting HCR - 5 Arabsat 5A 14340
Kapolei HCR - 6 Telstar T-18 6140

The Multicasts are dedicated to UNHCR with guaranteed data rates (no
contention). The Multicasts are MCPC with separate SCPC return channel per

14
 site. Irrespective of the size of the Multicasts and/or the satellites proposed
by the bidder, this shall remain the rule under the new contract. UNHCR
reserves the right to demand proof of compliance.

The bidder shall include, for each and every site a matrix showing the
following parameters, the VSAT sites shall be grouped by Multicast:

- Site Location (Country / City)

- Site Code (provided by UNHCR)
- Multicast Name (e.g. UNHCR – XX)
- Satellite Name and Orbital Position
- Teleport
- Bandwidth Category, and data rate, Uplink and Downlink
- Access Category (I or II)

UNHCR will not disclose at this stage the GPS coordinates of its VSAT
outstations. These will be communicated to the successful bidder in order to
complete the above matrix with azimuth and elevantion angles, at no extra
expense. Equally, upon completion of the migration, the contractor shall
provide the Receive and Transmit Frequencies per transponder, per site.
The final matrix will have the following title format:

Country Location Site Code Satellite Orbital Pos. Transponder

Site ID TX Freq RX Freq DR UL DR DL Access Azimuth Elevation

DR=Guaranteed Data Rate

Futhermore, the bids shall include a recapitulation matrix showing the

following information with breakdown per satellite:

- Multicast Designation (e.g. UNHCR –XX)

- Total capacity of the Multicast (guaranteed Data Rate) in Kbps
- Number and Name of Sites in a given Multicast
- Total Capacity of the Multicasts
- Total total number of sites

15
 The contractor will also provide a high level graphical representation of
the final multicasts dedicated to UNHCR as per sample model provided
below.

D2-f Back-Haul

The bids will include the provision of a dedicated managed international

private line from the Teleport(s) to UNHCR HQ in Geneva Switzerland.
UNHCR is currently connected to the Raisting Teleport via an STM-1
(155Mbps) private line. The traffic from the current EMC Kapolei Teleport
transits through the EMC MPLS Terrestrial Network to Raisting and then
through the STM-1 private line to UNHCR HQ. The proposed private line shall
be an STM-1 or equivalent or better. The bidder will also propose a private
line at the DS3 level, or equivalent or better.

The business continuity for the primary connection will be guaranteed by

the SLA covering the teleport and back-haul services (please refer to the
SLA section below). As an option, the contractor can propose a secondary
back-haul with different routing from the teleport and to UNHCR HQs. The
secondary back-haul will be a DS3 (45 Mbps) or equivalent or better

In that respect the bidder is free to offer other technology than SONET /
SDH e.g. Metro Ethernet, at equivalent or better guaranteed data rates.

16
For the sake of termination, design and calculation the bidder will use the
following UNHCR Headquarters address:

The office of the United Nations High Commissioner for Refugess (UNHCR)
94 Rue de Monbrillant
1201 Geneva
Switzerland
Main Number: +41 22 739 8111

D2-g Monitoring

To ensure a consistently high level of service, the monitoring of the VSAT

network parameters through enterprise grade platforms is compulsory - both
at the IP and RF layers. The aim of such monitoring is to actively support the
agreed SLA and minimize the mean time to restore (MTTR). In-depth Fault
and Incident Management topics are discussed in the SLA section below.

While UNHCR uses its own monitoring tools, UNHCR will have unconditional
read only access to both platforms for its VSAT Network components. Both
platforms will allow historical data retention on line and/or on demand for
the whole duration of the contract. The service provider will also be
expected to provide UNHCR with an electronic copy of all monitoring data at
the end of the contract for audit, performance review or internal research
purposes.

On the IP layer the performance monitoring platform shall include the

following features:

Monitor network performance indicators, such as bandwidth utilization,

jitter, packet loss, latency, errors, discards as well as quality of service
for any SNMP-enabled device on the VSAT network.

Monitor CPU load and memory utilization on network devices.

Conduct detailed performance monitoring and analysis of network
elements, allowing a comprehensive overall view as well as real time
access to the network information needed to troubleshoot, isolate,
diagnose and repair problems.

Provide threshold alerts for poor network conditions like slow traffic,
loss of packets, impaired devices, etc.

Provide conditional group dependencies and intelligent network alerts to
avoid alerts duplication.

Provide overall WAN Performance metrics for SLA Management.

Provide VoIP Performance Monitoring including VoIP Jitter and MOS
(future use).

Provide period based (real time and historical) detailed graphic reports
and availability statistics using network parameter filters for a given site

17
 or a group of sites as well as bandwidth utilization per application
priority (ref QoS below). Reports exportable to XLS and/or PDF.

Accessible through an HTTPS web portal.

Send NetFlow data from all VSAT routers to the UNHCR NetFlow
collector.

On the RF layer the performance monitoring platform shall include the

following features:

Enterprise Grade Monitor and Control (M&C) platform.

Accessible through an HTTPS web portal.

In-band and out-of-band monitoring of the modem and the UPS unit.

Detailed granulation down to parameters of each device (monitored
parameters to be listed by contractor).

Visual device status.

Real Time and Historical graphical reports, per site, per device, per
selected M&C parameters.

Threshold Alerts with email and (optional) sms interface.

Integrated service management architecture enabling the creation of
service scenarios and associated hardware allowing the timely
identification of service impacting alarms, avoiding duplication and
facilitating problem resolution.

Alphabetical Classifications of VSAT sites per location, each with sub
folders representing the monitored components (service folders) where
an alarm is reported.

A Remote Management System (RMS) device, stand alone or router
interface, that is serially connected to the modems, UPS and other RF
components to be specified.

Monitoring will work in-band (IP link between SNMP Monitoring Server
and RMS Device) and out-of-band (through PTSN, GSM base, or MSS).

D2-h Quality of Service (QoS)

All voice and Data applications, in-route (RX) and out-route (TX) to/from a
particular site will be available at all times. However, UNHCR specifies the
following priorities:

Voice Traffic, inclusive of signalling Priority 1

Real Time Video Traffic Priority 1
ERP Applications Priority 2
Corporate Email Priority 3
UNHCR Intranet Portals Priority 4
Browsing, Any Other Traffic No Priority (Default)

The current QoS is done through Class Based Weighted Fair Queueing
(CBWFQ) applied directly at the router level. The contractor may suggest
other QoS Schemes addressing UNHCR traffic priorities described above,
subject to validation by UNHCR.

18
 The following tables summarize the current QoS Scheme deployed during
the recent VSAT Network Upgrade project.

The first chart below describes QoS bandwidth allocation with no RT video
session, 8 concurrent VoIP channels are given priority 1:

H2a (8 voice channels) H3 (8 voice channels)

Up BW Down BW Up BW Down BW
kbps % kbps % Protocol kbps % kbps % Protocol
Total 768 1024 Ratio Total 1024 2048 Ratio
Voice 192 25% 192 19% 1.00 Voice 192 19% 192 9% 1.00
ERP 314 41% 419 41% 1.33 ERP 419 41% 832 41% 1.99
Email 30 4% 41 4% 1.37 Email 41 4% 79 4% 1.93
Intranet 15 2% 20 2% 1.33 Intranet 20 2% 34 2% 1.70
Management 27 4% 27 3% 1.00 Management 27 3% 27 1% 1.00
Committed 578 75% 699 68% Committed 699 68% 1164 57%

The second chart below describes QoS bandwidth allocation with one RT
video session and 8 concurrent VoIP channels, given priority 1:

H2a (8 voice channels + video) H3 (8 voice channels + video)

Up BW Down BW Up BW Down BW
kbps % kbps % Protocol kbps % kbps % Protocol
Total 768 1024 Ratio Total 1024 2048 Ratio
Voice 192 25% 192 19% 1.00 Voice 192 19% 192 9% 1.00
ERP 120 16% 360 35% 3.00 ERP 360 35% 832 41% 2.31
Email 30 4% 41 4% 1.37 Email 41 4% 79 4% 1.93
Intranet 15 2% 20 2% 1.33 Intranet 20 2% 34 2% 1.70
Management 27 4% 27 3% 1.00 Management 27 3% 27 1% 1.00
Video 384 50% 384 38% 1.00 Video 384 38% 384 19% 1.00
Committed 768 100% 1024 100% Committed 1024 100% 1548 76%

The above QoS Schemes apply to Bandwidth Category H2a and H3. BW
Category H2 is used to provide Implementing Partners with Internet Café
type of services and hence no QoS is applied. Current Internet Breakout for
this service is Telecity, London.

D2-i Material List (hardware), outstations.

UNHCR has just completed a network wide hardware and bandwidth

upgrade. The following tables give a high level hardware material list
corresponding to the 2 VSAT Kits currently deployed in the field, the 2.4M
kit and the 3.8M kit. It should be remembered that UNHCR currently uses a
two modems configuration. In Order to protect the recent investments, and
evolve transparently towards on-demand services through on-demand
carriers, the proposed solutions will be built as much as possible on the
current design. Bidders have nevertheless the choice to suggest a technical
alternative (with alternative or better equipment ), subject to UNHCR
validation.

19
3.8M Kit, C-band and Planned C-band

VSAT Kit, 3.8m Antenna, Jumbo Multicast Enabled

ANTENNA KIT C-Band
3.8m C band Circular Pol VSAT Antenna
Prodelin Non penetrating Mount
BUC (N- Connector) C-band 5 W
C-Band PLL LNB
LMR-400 50-Ohm Coax
Cable Accessories
ANTENNA KIT -C-Planned
3.8m C band Circular Pol VSAT Antenna
Prodelin Non penetrating Mount
C Band Linear Feed Cross-Pol
BUC (N- Connector) C-band 5 W
C-band PLL LNB - F connector
Belden 9292 RG11Coax
LMR-400 50-Ohm Coax
Cable Accessories
RACK KIT
24U open relay Rack
Rack Accssoriers
SATELLITE (Modem) KIT
Comtech 570 L Turbo Board (QPSK 7/8) 2.4-2048 Kbps 4A BUC P/S [TX]
Datum VSM-500L 1 Mbps TX DR - 29.52 Mbps RX DR LDPC 256~16k Block FEC [RX].
100/240 VAC / 24 VDC, 4A BUC Rack Mount
UPS KIT
UPS 1500VA
Isolation Transformer 1800W 115/230V
Cables and Accessories
REMOTE MANAGMENT KIT
Serial€&€Asynchronous€High-Speed€WAN€Interface€Card
Dial-In Modem
Localization Kit
Cables , plugs and Accessories
LAN SWITCH KIT
Cisco Catalyst 2960 24-Port 10 100 PoE Switch + 2 GigE
ROUTER KIT
2811 Router, (2) FE (4) HWIC (2) PVDM, (1) NME, (2) AIM, IP Base 64F, 256D
8-Channel Packet Voice/Fax DSP Module
2-Port Serial WAN Interface Card
One-port RJ-48 multiflex trunk - E1
Cables , plugs and Accessories

20
2.4M Kit, C-band and Planned C-band

New VSAT Kit, 2.4m Antenna, Jumbo Multicast Enabled

ANTENNA KIT C-Band
Prodelin 1244 Series 2.4M C-Band Circular Pol.
1251/1244 series NPM
BUC N Connector C-band 5w
C-Band PLL LNB
LMR-400 50-Ohm Coax
ANTENNA KIT Planned C-Band
Prodelin 1244 Series 2.4M C-Band Circular Pol.
1251/1244 series NPM
C Band Linear Feed Cross-Pol
C-band 5W BUC - N Connector
C-band PLL LNB - F connector
Belden 9292 RG11 U Coax
LMR-400 50-Ohm Coax
RACK KIT
24U open relay Rack
Rack Accssoriers
SATELLITE (Modem) KIT
Comtech 570 L Turbo Board (QPSK 7/8) 2.4-2048 Kbps 4A BUC P/S [TX]
Datum VSM-500L 1 Mbps TX DR - 29.52 Mbps RX DR LDPC 256~16k Block FEC [RX].
100/240 VAC / 24 VDC, 4A BUC Rack Mount
UPS KIT
UPS 1500VA
Isolation Transformer 1800W 115/230V
Cables and Accessories
REMOTE MANAGMENT KIT
Serial€&€Asynchronous€High-Speed€WAN€Interface€Card
Dial-In Modem
Localization Kit
Cables , plugs and Accessories
LAN SWITCH KIT
Cisco Catalyst 2960 24-Port 10 100 PoE Switch + 2 GigE
ROUTER KIT
2811 Router, (2) FE (4) HWIC (2) PVDM, (1) NME, (2) AIM, IP Base 64F, 256D
8-Channel Packet Voice/Fax DSP Module
2-Port Serial WAN Interface Card
One-port RJ-48 multiflex trunk - E1
Cables , plugs and Accessories

21
D2-j Link Budgets.

The contractor shall provide full link budget charts for the entire UNHCR
VSAT network, for the Teleport(s) and the VSAT outstations . The link
budget documents will include the following parameters, samples given
below are for a Teleport, IS902 WH/WH, two distinct columns, TX and RX
respectively:

General Satellite and Transponder information:

Transponder Resources:

Earth Station Characteristics.

22
Carrier Characteristics.

DL EIRP Calculations, Transponder in/out Backoff.

C/T Uplink.

Transponder Intermodulation at beam level.

C/T Downlink.

23
Co-Channel Interference.

Total C/T & C/N.

Total Power & Gain Values.

D2-k Quick Deployment VSAT Kit.

UNHCR and EMC have developped a C-Band (transportable) Quick

Deployment Kit labeled J-QD which is the 2nd generation of quick
deployment kits used by UNHCR in emergency situations. UNHCR currently
operates 3 of these kits and have 4 more pre-positioned in Dubai and
Geneva. The high power 90 CM antenna VSAT is tranportable by commercial
means as checked-in special luggage and is built to take advantage of the

24
particular orbital position of Arabsat 5A. The design is simple and aims at
using the same outdoor components as a regular 2.4M VSAT kit so as to
integrate readily with UNHCR VSAT voice and data network upon
commissioning. To keep the investment costs to a minimum, UNHCR is not
necessarily looking to a self-pointing kit as UNHCR will deploy one of its
certifed Field Engineers to the operation where the Quick Deployment Kit is
needed.

The contractor shall confirm its ability to supply similar C-Band based quick
deployment kit. UNHCR will not disclose the full design of the current kit.
The below picture provides a high level description. Amendments to the
original design is currently underway. The contractor shall also confirm its
ability to provide a Ku-Band quick deployment kit.

D2-l Energy.
UNHCR uses legacy power components built on UPS / Battery Packs and a
new generation of Isolation Transformers. While the isolation transformer
fits well into the energy equation, UNHCR has had serious issues with the
installed UPS kits. UNHCR is seeking a minimum of 6 hours of emergency
power standby upon mains or generator failure.

UNHCR has been piloting other power supply alternatives mainly based on a
charger, maintenance free battery stack and inverter. Accordingly, UNHCR
is looking to replace all the current UPS setup by an alternative power
solution along the following directives:

- Maintenance free, IATA compliant 12VDC battery stack, 200mAh, x4

(48VDC). Alternatively 6VDC X 8.
- Battery Charger 220VAC-48VDC, double mains source intake.
- Inverter 48VDC – 220 VAC

25
- Isolation Transformer (Victron Energy)
- Serial Interface monitoring of the charge state and inverter voltage output
(sinewave)

D2-m IP Addressing

UNHCR requires the contractor to provide 8 public IP addresses per site

routable over its VSAT network through to UNHCR HQ core routers. UNHCR
expects the contractor to confirm its readiness to migrate its IP global
addressing scheme from IPv4 to IPv6, in due course. The full UNHCR
addressing plan will be shared with the successful bidder.

E – Contractor’s Services

The present section describes in detail all the services expected from the
contractor. These services are expected to shape the Service Level
Agreement (SLA) and translate financially into the Monthly Recurrent Cost
component of the operational costs.

E1 – Fault Management

The Fault Management procedure is intended to reflect a fully proactive

process with little intervention of UNHCR at the fault detection stage.
Ownership of the Fault Management process remains with the service
provider’s Global Operating Center (GOC) and/or the Network Operating
Center (NOC) as the case may be. The following chart describes a high level
process flow.

- Fault Detection (*) Provider

- Trouble Ticket (TT) Provider
- Matching Incident Number UNHCR
- Diagnosis / Troubleshooting Provider / UNHCR
- Corrective Maintenance(**) Provider / UNHCR (Category I or II)
- RFO report Provider / UNHCR
- TT Closure Provider / UNHCR
- Recording (Fault DB) Provider / UNHCR
- SLA integration (***) Provider

RFO = Reason For Outage

(*) As the case may be, UNHCR may also report the fault; nevertheless SLA
clocking will start from time of fault consigned in the monitoring system,
not the time of its reporting.

26
(**) Corrective Maintenance may require the dispatch of Provider / UNHCR
Field Engineer (FE), spare parts (RMA). Clocking will be adapted accordingly
(SLA section).

(***) While it remains the duty of the service provider to integrate fault
management into the overall SLA process, UNHCR reserves the right to
challenge this integration either at the monthly SLA report or during an SLA
overview meeting (SLA Section).

The contractor will provide UNHCR with full access to an industry grade
incident management portal where all Trouble Tickets (TT) are consigned
and updated. RFO reports will also be published on this platform.

The proposals submitted by bidders will include a detailed fault

management flow chart clearly indicating the processes involved and the
ownership of each of these processes, along the general lines provided
above.

The proposed incident management platform should be compliant with a

recognized industry model / standard (e.g. ITIL V3)

It is compulsory that the contractor’s Service Desk staff can effectively

converse in English. Capacity of Service Desk staff to converse in other
languages (in addition to English) spoken by UNHCR staff in the operations
under VSAT coverage, will be considered favorably.

UNHCR will brief the successful provider in due course on its own incident
management platform and Global Service Desk (GSD) procedures. The
streamlining of the 2 Service Desk platforms is an essential cog in fault /
incident management.

E2 – Maintenance

E2-a Preventive Maintenance

Most of UNHCR outstations are located in harsh environments such as

deserts, rain forests, etc. Despite the fact that all outdoor equipment has
the correct mechanical IP rating, they are nevertheless subject all year
round to extreme climatic conditions.

Preventive maintenance is an efficient tool to achieve sustainable

operations and curb outages due to equipment and components failure.

The bidder shall factor in its offer a complete round of preventive

maintenance for all UNHCR sites once per year, starting the end of the first
year of the contract. The contractor shall have the liberty to decide the
preventive maintenance plan, however this plan shall not exceed 2 months

27
in length for a given preventive maintenance cycle and 12 months between
two consecutive preventive maintenance cycles.

Preventive Maintenance shall not constitute a down time in respect of the

SLA calculations. It is however the contractor’s responsibility to indicate
clearly and timely the impact of Preventive Maintenance on the UNHCR
VSAT network.

The contractor will perform the tasks described in the matrix below. A final
preventive maintenance report will be submitted to UNHCR.

28
 UNHCR VSAT network: Preventive Maintenance, List of Tasks
Location
Country
Field Engineer
Date
Cabling Checked Comments
Inspection of all cables for visible damage
Inspection of all connectors for visible damage
Inspection of all connectors for moisture
Replacement of weather proof tape / sealant
Antenna
Inspection of mount and structure
For NPM inspection of ballasts abd underlying roof
Tightening of bolts (after re-peaking)
Cleaning of Dish
ODU
Inspection for visible damage on all components
Replacement of Feed Horn Cover
Checking of Look Angle for eventual obstruction
Ensure Safety Stickers are in place
Checking of all Grounding
IDU
Repeak and confirm Receive and Transmit signal levels
Inspect all connections to the modems
Check Grounding of all components
Adjust Site Power Levels
Inspection for visible damage on all components
Power Supply
Inspection of UPS Unit and Battery Pack levels
Inspection of Isolation Tranformer
Inspection (levels) of Primary Power Supply (Public)
Inspection (levels) of secondary Power Supply (Genset)
Inspection of changeover mechanism
Compatibility with Equipment Power Ratings
Grounding Value at all point
Out-Of-Band Equiment
Check Equipment inclusive of Anenna(s)
Check Connectivity
Miscellaneous
Inpection / completetion of all labels
Update of local ICT contacts
Provision of Detailed Report

E2-b Corrective Maintenance

Corrective Maintenance is an integral part of the fault management process

described above and, de facto, the SLA. In order to comply with the pro-
active service requirements, Corrective Maintenance is triggered by the
supplier’s Network Operating Center (NOC) along the following lines:

29
 - Remote Maintenance, with or without support of local UNHCR ICT
staff
- Dispatch of contractor’s Field Engineer with the necessary spare parts
for Cat I sites
- Dispatch of UNHCR Field Engineer with the necessary spare parts for
Cat II sites.

Availability of spare parts is obviously also an important component of the

SLA equation.

UNHCR and the Contractor may agree to intervene in locations not originally
assigned to them, on a case-by-case basis. This is specifically applicable
when the reported fault in a given location (Cat I sites) is minor and quick
intervention of a UNHCR ICT staff assigned to that location will solve the
problem. Intelligent flexibility is expected on both sides.

Corrective Maintenance shall be considered as down time in respect of the

SLA calculations.

E2-c Scheduled Maintenance

UNHCR acknowledges the service provider’s need to maintain all the

segments of its network, directly or indirectly related the services provided
to UNHCR. This will be referred to as “Scheduled Maintenance”. The bidder
will provide a high level description of the tasks included in the Scheduled
Maintenance.

Scheduled Maintenance shall not be considered as down time in respect of

the SLA calculations. It is however the contractor’s responsibility to indicate
clearly and timely the impact of Scheduled Maintenance on the UNHCR VSAT
network.

E3 – Spare Parts and RMA

E3-a Spare parts policy

As indicated above, UNHCR will have more than 125 VSAT stations by the
end of 2011. A large majority of the outstations are situated in deep field
locations with limited access and logistics are further complicated by
extreme climatic and security conditions.

In this respect, based on UNHCR’s extensive experience in dealing with deep

field shipments and hardware failure statistics, the pre-positionning of

30
sufficient VSAT spare parts spread across UNHCR operations is vital to
support timely maintenance and repairs.

A “spare parts” kit is defined as a full VSAT kit without the antenna
assembly and the rack assembly. The following table indicates the locations
and the number of “spare parts” kits per location.

N’Djamena (Chad) 2 Kits

Khartoum (Sudan) 1 Kit
Juba (South Sudan) 1 Kit
Kabul, Afghanistan 1 Kit
Kinshasa, (DR Congo / Congo) 1 Kit
Nairobi (Kenya, for East Africa) 2 Kits
Dakar (Senegal, for West Africa) 2 Kits
Amman or Dubai (Jordan or UAE, for the Middle East) 1 Kit
Amman or Dubai (Jordan or UAE, for Central Asia) 1 Kit
Bangkok (Thailand, for South East Asia) 1 Kit

Total number of Kits 13 Kits (~10%)

The “spare parts” kits are shipped to their assigned locations at the
contractor’s expense. UNHCR reserves the right to modify the locations of
the “spare parts” kits and/or to have its own kits, based on developing
operational needs and/or constraints.

UNHCR will ask the contractor in due course to increase the number of kits
in a given location based on VSAT network expansion.

UNHCR and the contractor may agree on a joint location to store the spare
parts or alternatively at the contractor’s premises.

Usage of spare parts will be strictly done within the fault management and
the RMA processes. UNHCR (or the contractor as the case may be) is liable
for the assets stored in its premises.

E3-b Return Merchandise Authorization (RMA)

The following is a high level process description covering the release of

spare parts from the standby stock (ref section E3a) and the related RMA

• Fault Management (section E1) process determines the need to

dispatch a spare part.
• The contractor’s incident reference as well as UNHCR GSD incident
reference is consigned and recorded in TT history.
• The nearest stock location is identified.
• UNHCR or the Contractor, as the case may be dispatch the spare part
to the location where it is needed.

31
 • The faulty component is replaced and sent back to the contractor via
UNHCR HQ. The RMA is automatic. This process will need to be
completed within 4 weeks maximum, beyond which the contractor
may bill UNHCR for the spare part.
• An equivalent part is sent to the storage location, directly, by the
contractor, to replenish the stand by stock. This process will need to
be completed within 4 weeks maximum, beyond which UNHCR may
proceed to procure the spare part and bill the contractor accordingly,
inclusive of shipment to its stand by destination.
• It is understood and agreed that UNHCR will pay for the shipment of
the faulty spare part to the contractor’s designated location and that
the contractor will pay for the shipment of the replenishement part
to its stand by destination.
• It is the responsibility of UNHCR and the contractor to share the
shipment AWB and the material list of the shipments.
• UPS Battery packs will not be sent back for repair. The contractor will
dispatch a replacement unit as soon as the stand by unit has been
used, UNHCR will bear half of the shipment costs in this particular
case.
• All UPS battery packs will need to be changed during the 3rd
preventive maintenance cycle.
• The above will be factored in the monthly recurrent costs (MRC) of
each site.

E4 – Licensing

Every outstation requires an operating license per VSAT. In some cases this
license is linked directly to the authorization of importing or exporting spare
parts or other network components.

Licensing is a complex process and varies drastically from one country to the
other. UNHCR relies greatly on the contractor’s experience in the satellite
industry, the different markets and with the relevant ministries to facilitate
the licensing process. This applies equally to existing and new sites. UNHCR
will co-operate diligently with the contractor at the field and Headquarters
levels, using if necessary its UN privileges.

In that respect, the contractor is required to have a licensing department

dedicated to such tasks. The contractor may delegate this function to a
third party subject to approval by UNHCR. However, the Contractor shall
remain fully responsible and accountable for the facilitation of licensing
services.

UNHCR will pay for all of its VSAT operating licenses.

32
E5 – Staging, Shipment, Customs Clearance & Final Destination

This section describes the different stages of the logistics after a purchase
order (PO) has been issued to the contractor for a new VSAT station or any
other VSAT component or a specific VSAT solution.

E5-a Staging

A complete VSAT or any VSAT part is a high technology piece that is

destined to operate in deep field environment and deliver the vital
connectivity media that cannot be provided otherwise. In that respect it is
the contractor’s responsibility to make sure that all components are bench
tested alone and within the overall VSAT kit or specific solution before they
are shipped to the field.

It is acknowledged that all the electronic components have been tested at

the respective factories. However these items undergo shipment, handling
and storage before getting into the contractor’s custody and, in the process,
their original state of operation could be altered.

Staging is a compulsory component of the service delivery process. UNHCR

reserves the right to visit and inspect the contractor’s staging facility, as
part of the Due Diligence process.

E5-b Shipments

Shipment follows the staging phase. It is the contractor’s responsibility to

ship and pay for the shipment of the ordered goods to a port of entry
specified by UNHCR. UNHCR expects all deliveries to be DDU. CPT terms
may be considered by UNHCR on a case by case basis. UNHCR will inform the
contractor accordingly.

In some cases, the contractor will be asked to ship to UNHCR Headquarters

or any other UNHCR storage location world wide.

The contractor is expected to advise whether its own Headquarters base

country is bound by embargo rules to / from a specific country.

UNHCR will only accept a flat shipment rate for the new VSAT 2.4M or 3.8M
kits. Shipment of individual components will be dealt with on a case-by-case
basis. UNHCR may require the contractor to group several orders and/or ship
by surface to a designated sea port.

The contractor will share with UNHCR as soon as possible the AWB
information for the shipment with the material list, the certificates of origin
(as required) and the customs value of what is being shipped. The
contractor will send the AWB and the material list electronically to all

33
UNHCR parties dealing with logistics at HQs and in the field. UNHCR will in
due course provide the contractor with a list of logisitics officers in UNHCR
field locations and with timely updates.

When the consignment reaches the port of entry and when the contractor
has consistently provided all the info described above, the contractor has
completed the shipment process.

E5-c Customs Clearance

UNHCR will use the early AWB and material list information to start the
importation formalities. It is the sole responsibility of UNHCR to clear the
imported equipment through customs. UNHCR will also pay customs duties if
applicable.

The contractor shall provide UNHCR with all certificates of origin of the
sensitive electronic equipment, as required.

In view of the need for establishing a clear installation plan, the contractor
can query the UNHCR logistics officers directly on the customs clearance
progress.

E5-d Transportation to final destination

UNHCR will ensure the onward transportation of the goods to their final
destination by its own logistics means. In some cases, safe and clean storage
will be needed and provided by UNHCR pending shipment to the final
destination.

In view of establishing a clear installation plan, the contractor can query the
UNHCR logistics officers directly on the progress of the in-land
transportation.

E5-e Site Survey

It is the responsibility of the contractor to establish a full site survey for all
new sites. UNHCR will share with the successful bidder all the historical
survey data available. The site survey ideally presented as a macro-enabled
template, will be supported by photographs and will include the following:

• Overall topology (Sketch).

• Customer Information:
 Full street address, main number etc.
 Site ICT focal point with full contact details.
 Alternate focal point with full contact details.
 Working hours and official holidays.

34
  Warehouse info (on-premises or off-premises).
 General info (general description, situation, access, weather)
• Technical Information:
 Skyline description.
 visibility to the satellite arc.
 Antenna position, mount type, base, layout.
 ODU; TX & RX equipment.
 IDU; Modems, Router, Switch, Interfaces.
 Energy equipment.
 IP PBX, general description.
 Server (Equipment) Room general info, lock, racks, A/C, fire
equipment.
 Grounding Elements.
 Lightning protection, outdoor, indoor.
 Electronic pollution, Interference sources.
 Fencing.

E5-f Site Environment

It will be the responsibility of UNHCR to provide a suitable environment for
the future VSAT location. This includes the following:

- Clean, dedicated and safe server (equipment) room for the IDU.
- Adequate lighting.
- Air Conditioning.
- Concrete platform suitable for the antenna mount with adequate
ballasts. Other civil engineering works as required.
- Clean power feed, public and/or generator compatible with the
contractor’s equipment power ratings. (ref power section)
- Fire protection (suitable extinguisher as a minimum).
- Main grounding point.
- Lightning protection (indoor / outdoor).
- Access to UNHCR premises for the contractor’s representative for
installation, preventive and corrective maintenance.

E6 – Moves, Adds, Changes & Deletions (MACD)

There will be no MACD fees to UNHCR during the first 3 months following the
eventual migration of the VSAT network onto the contractor’s platform. The
aim is to stabilize the new VSAT network and to allow transparent fine
tuning if needed.

After that period the contractor shall advise the One Time Cost (OTC) for
the following modifications:

- Commissioning of a new site: not applicable, included in new site OTC.

- Decommissioning of a site.
- Increase of Bandwidth.
- Decrease of Bandwidth.
- Capacity re-allocation, any beam to any beam, same satellite.

35
- Capacity re-allocation, any satellite to any satellite.

F – Migration and (new) Installations

This section deals with the contractor’s role and responsibilities for the
migration onto the new platform and for new installations. As indicated
above the offers will need to take into consideration the current
architecture in order to protect the recent substantial investments.

This section will also discuss the Out-Of-Band connectivity, the Acceptance
Tests (AT) and relevant documents, as well as the As-Built (AB) reports.

F1 – Migration

Migration is defined as a complete set of interventions, procedures,

manpower, hardware, and software that will allow the contractor to move
the current UNHCR VSAT Network onto the contractor’s platform and adapt
it to the contractor’s standards.

Migration of a given site shall include, but is not limited to, the following
steps:

 Global Design / Engineering.

 Liaison with the current service provider, EMC, for handover.
 Procurement, staging, and shipment of additional hardware if
applicable, for the outstation and the teleport.
 UNHCR will cover the customs clearance and the shipments to final
destination.
 Sites Survey: UNHCR will assist the contractor on best effort basis.
 Travel of contractor’s field engineers to all sites for the Migration.
 Hardware modification on site if applicable.
 Repointing, RF Commissioning and testing.
 Re-routing to Contractors IP network and final Commissioning.
 Inspection of Out-Of-Band (OOB) equipment if applicable (F3)
 Accetance Tests (AT) and As Built (AB) Documents
 Handover to UNHCR and Ready For Service (RFS).
 The above is applicable to all current VSAT sites, Cat I and II. UNHCR
will assist with its own field engineers on best effort basis.

It is the contractor’s responsibility to deliver a turn key solution. While

UNHCR acknowledges the fact that the migration is a complex endeavor, the
current setup shall not constitute an obstacle towards full completion and
success. The contractor shall provide an all-inclusive detailed one time cost
(OTC) for the migration of the current VSAT network onto its platform.

F2 – New Installations

36
A new installation is defined as a new VSAT kit installed in a new site that is
not part of the current UNHCR VSAT Network. For the sake of calculations,
all sites listed under section D2d, above, except Damascus (Syria) and
Rumbek (South Sudan) shall be considered as new sites.

New installation of a given site shall include, but is not limited to, the
following steps:

 Global Design / Engineering.

 Procurement, staging, and shipment of hardware, for the outstation
and at the teleport.
 UNHCR will cover the customs clearance and the shipments to final
destination.
 Sites Survey, UNHCR will assist the contractor on best effort basis.
 Travel of contractor’s field engineers to all sites for the new
Installation.
 Pointing, RF / IP Commissioning and testing.
 Installation of the Out-Of-Band (OOB) equipment (F3).
 Accetance Tests (AT) and As Built (AB) Documents.
 Handover to UNHCR and Ready For Service (RFS).
 Above is applicable to all new VSAT sites, Cat I and II. UNHCR will
assist with its own field engineers on best effort basis.

It is the contractor’s responsibility to deliver a turn key solution. For the

sake of standardization, maintenance and legacy expertise of UNHCR Field
Engineers, the contractor will need to comply with the current architecture
for the new sites. As stated in the scope of work above, the contractor has
the option to propose and implement, at its own expense, a different
solution, subject to validation and acceptance by UNHCR.

F3 – Out-Of-Band (OOB)

The OOB link to the VSAT station allows to poll the status of selected
parameters in the VSAT chain when the primary link (the VSAT) is down. The
OOB capacity is an essential cog in the SLA chain.

In that respect and as part of the initial site survey for the migration or the
new installations, the contractor shall query the availability of reliable
terrestrial means:

- PSTN line (analogue telco)

- GSM (GPRS) coverage

For the GSM network, a GSM base station is needed. UNHCR will provide and
pay for the PSTN line or the GSM SIM subscription.

Alternatively, if none of the terrestrial media is available, the supplier will

use a mobile satellite station (MSS) for the OOB connection. The terminal
will need to be a fixed model, e.g. an INMARSAT BGAN or a Thuraya IP

37
terminal. Docking stations with removable handhelds are not accepetable.
The coverage of both satellite networks will need to be taken into
consideration for the final choice. UNHCR accepts a mix of solutions as they
are already part of UNHCR’s service catalogue.

The contractor will confirm that the MSS OOB solution is compatible with its
monitoring / polling platform.

The contractor will supply the terrestrial (PSTN, GSM) and the satellite OOB
hardware. UNHCR will supply the subscription (telco or SIM). The cost of the
OOB Hardware will be added to the One Time Cost (OTC) of the VSAT kit for
new installations, and the OTC of the sites undergoing migration.

F4 – Acceptance Tests (AT)

Upon migration or a new installation, the contractor’s Field Engineer (FE)

will complete a series of tests, and consign them into an AT Document that
is signed by the contractor’s FE and the ICT representative of UNHCR. The
completion of the AT indicates that the VSAT installation is in conformity
with UNHCR expectations.

The table in the following page lists all the tasks to be performed by the
contractor’s field engineer.

38
 Acceptance Tests (AT)
A) General
General Info about the location
Test Date
GPS Co-ordinates
Brand / Type of Antenna with Off-Set angle
Ground Resistance, Soil Nature
Power Supply, Public Feed: VAC, Frequency, VLL (if 3 phase), VLN, VLG
Power Supply, Generator: VA, VAC, Frequency, VLL (if 3 phase), VLN, VLG
UPS Ratings
Charger / Inverter Ratings
B) Customer Site Data:
UNHCR Representative
Contractor's Representative
UNHCR Site Street Address & Telephone
On site ICT Focal Point
Circuit ID (Contractor)
C) Pre-Migration Tests, Applications [for existing sites]
Voice Calls: Site dial Peers
Test from VSAT site to HQ & vice versa
Test from VSAT site to another VSAT site & vice versa
PeopleSoft ERP throughput and user experience
GroupWise Email MTA2MTA
UNHCR Intranet: Download throughput and user experience
Internet: Download throughput and user experience
Iperf BW at TCP/IP Layer
Site in conditions to be migrated Yes / No
D) Pre-Migration Tests, Power Supply [for existing sites]
Mains Input Voltage 160 – 276 VAC 227.6Vac
Grounding must be < 3.5 Ohms
Inspection of Power wires / cables used
E) Installation, Outdoor
Inspection of structural assembly
Antenna Azimuth / Elevation (North - South Hemisphere)
Ballast, weight and distribution over the NPN
Cables pipe / conduit
General site aspect
F) Installation, Indoor
Rack Positioned for good air circulation
UPS autonomy checked, 6 hours minimum
Inspection of UPS Auto shutdown
OOB connection
Internal Cabling / Wiring
IP PBX connection interface
G) Documentation
Complete Site diagram Outdoor and Indoor
Photos of installations, all components, Indoor & Oudoor
Modems, Router & Switch configurations
Serial numbers of all equipment, versions, and IOS
H) Post-Migration / New Installations Modems Tests
BER test 2 hours min, receive channel, Internal or External BER Meter
internal Modem BER meter or an external BER tester. Bit pattern for the
BER shall be 10-9
Error Seconds (ES) shall be < 6
Severe Error Seconds (SES) shall be < 1
EFS shall be 99%
Eb /No (Db), to be specified
RSL (dBm), specify TX IF level
I) Post-Migration / New Installations Applications test
Voice Calls: Site dial Peers
Test from VSAT site to HQ & vice versa
Test from VSAT site to another VSAT site & vice versa
PeopleSoft ERP throughput and user experience
GroupWise Email MTA2MTA
UNHCR Intranet: Download throughput and user experience
Internet: Download throughput and user experience
J) Final Acceptance
Not Accepted (reasons clearly stated)
Accepted with Reserve (to be consigned)
Accepted without Reserve

39
F5 – As Built documents (AB)

The As-Built (AB) Document constitutes the 2nd corner stone in the site
acceptance procedure. Once the AT and the AB are submitted and
acknowledged by UNHCR, the migrated or new VSAT site is handed over to
UNHCR for operations. This event engages the Ready For Service (RFS)
milestone that triggers the billing procedure for the Monthly Recurrent Costs
(MRC).

In the event that UNHCR FE is doing the job, he/she will need to comply
with the same process. While UNHCR gives the liberty to the contractor to
design the document format, ALL of the following items must be included in
the contractor’s AB Document:

General Info
- Location, Country, GPS Co-ordinates
- Name of FE
- Date

VSAT Components and Serial Number

- BUC
- LNB
- Modem (Datum)
- Modem (Comtech)
- Router
- Switch
- RMS module
- OOB Equipment
- UPS (or any other energy kit)
- Isolation Transformer

Cables and their Length, Connectors

- Transmit Cables
- Receive Cables
- Connectors (type)

Modem Parameters (values)

- Eb/No
- Receive Level
- Transmit Level
- C/N

VSAT Antenna
- Type, Dimension
- Azimuth (specify North or South Hemi)
- Elevation
- Ballasts total weight

40
Power Supply
- Public Mains: Main rating (A), I or III phases, Average VAC, Frequency,
VLN, VLL (3 phase), VLG, VNG.
- Generator: Rating (KVA), Average VAC, Frequency, VLN, VLL (3
phase), VLG, VNG.
- UPS Ratings
- Charger / Inverter Ratings
- Isolation Transformer Ratings

Photos, Antenna
- Back View
- Right View
- Left View
- NPN at Antenna Junction
- NPN at base and ballasts
- Line of Sight (LOS)
- Front View

Photos, ODU
- LNB Connector Isolation (self amalgamating tape, only)
- BUC grounding
- Feed Assembly Right
- Feed Assembly Left
- Feed Brackets Right
- Feed brackets Left
- Feed Cover
- Feed Internal (cover removed)
- OMT BUC / LNB Junction Right
- OMT BUC / LNB Junction Left
- Antenna Elevation Mechanism
- Antenna Azimuth Mechanism
- OOB Antenna (if GSM or Satellite)

Photos, IDU
- Rack front
- Rack Back
- Rack Close up upper front
- Rack Close up lower front
- Rack Close up upper back
- Rack Close up lower back
- IF Cables in Rack (2 photos)

Photos, Cables Path and Conduits

- Extra Cables rolled at back of Antenna, Front View
- Extra Cables rolled at back of Antenna, side view
- IF & Ground Cable in Conduit
- IF & Ground Cable Path to Technical Room
- IF & Ground Cable Penetration into Technical Room
- IF & Ground Cable indoor path to / in Technical Room

41
Photos, Grounding
- Modems
- Switch
- Router
- UPS
- Rack (Common)
- Isolation Transformer
- BUC
- Main Grounding Point, UNHCR premises

Photos, Line of Site (LOS), Specify Hemi, Satellite Arc

- LOS at 0°
- LOS at 30°
- LOS at 60°
- LOS at 90°
- LOS at 120°
- LOS at 150°
- LOS at 180°

Photos, Spectrum Analyser (SA), Specific Plots

- Centered Multicast Reception
- Centered Satellite Beacon

G – Service Level Agreement (SLA)

The Service Level Agreement (SLA) spans across all the components of the
VSAT network and service delivery. The contractor shall confirm its
compliance with the terms defined herein. The SLA is reported on a monthly
basis. Service performance credits are applied on an annual basis (rolling 12
months) starting from the first year of service, January 1st 2012.

The contractor shall call for SLA meetings on a quarterly basis. UNHCR
reserves the right to call for ad-hoc meetings as and when needed.

At the outstation level the contractor’s demarcation line shall be at the

managed switch interface towards UNHCR LAN and PBX. Alternatively this
demarcation line is situated at the router’s interface towards UNHCR
managed switch and PBX.

The following definitions will be used to calculate availability:

• Availability is defined as Total Uptime minus Total Downtime, the

whole divided by Total Uptime.
• Power Down Time is defined as the total time where no external
power is available.
• Scheduled Down Time is defined as down time related to scheduled
maintenance.

42
 • Clock Stop Time is defined as the total time where incident resolution
cannot resume because of reasons within UNHCR control and/or
related to Force Majeure.
• Total Uptime is defined as total time per year minus Power Down
Time minus Scheduled Down Time minus Clock Stop Time.
• Total downtime is defined as the total time between “incident
raised” and “incident Resolved”.
• Outage is defined any situation where the service level provided falls
below the established performance levels. An incident will be raised
each time an outage occurs.

UNHCR expects the following Service Levels for the following VSAT Network
Components. All Service Levels for all service segments will be considered
annually for service violation credit calculations and monthly for
performance calculations:

G1 – VSAT Outstation

The aggregate availability of all sites, with the agreed network parameters
levels (section G5) will be 99.50 %. Given access complexity to some of the
deep field sites, including to UNHCR personnel, UNHCR will tolerate
individual site availability at 99.00%. The aggregate yearly availability
(99.50%) should nevertheless be met at all times.

G2 – Hub

The aggregate yearly availability of the contractor’s Hub, Teleport(s),

terrestrial backbones and Space Segments, will be 99.96%

G3 – Backhaul

The aggregate yearly availability of the contractor’s backhaul (STM-1 or

equivalent or better) to UNHCR HQs in Geneva, will be 99.96%

G4 – Service Violation Credits (SVC)

The following sections describe the service violation credits per VSAT
network segment and their acceptable cap. It should be noted that
whenever a cap is reached for a particular site, UNHCR reserves the right to
opt-out and consider alternative services and/or service providers.

G4-a VSAT outstation.

If in any contract year, the contractor fails to achieve the 99.00%
availability for a given VSAT site, the contractor is liable for 15% of the
Monthly Recurrent Cost for that site, per percentage point below 99.00%. In
order to maintain the Service Violation Credits (SVC) as a safeguard tool
rather than an incentive to pay off non performance, the SVC will be capped
to one full MRC per site per year.

43
If the aggregate availability of 99.5% is not met, the contractor is liable for
1% SVC of the aggregate annual MRC in lieu of the per site SVC described
above. 0.1% is allowed as tolerance. The opt-out option will prevail.

The SVC will be refunded to UNHCR as a credit note on the first quarter MRC
bill of the subsequent year. In the year that the service contract expires or
in case the service contract is terminated before the end of any given year,
the SVC will be refunded to UNHCR in the last bill from the service provider.

G4-b Hub

If in the aggregate availability of 99.96% is not met, the contractor is liable

for 0.5% SVC of the aggregate annual MRC. 0.1 percent point is allowed as
tolerance.

G4-c Backhaul

If in the aggregate availability of 99.96% is not met, the contractor is liable

for 0.5% SVC of the aggregate annual MRC. 0.1 percent point is allowed as
tolerance.

G5 – Response Time & Mean Time to Restore (MTTR)

The contractor is expected to produce a matrix classifying the criticality

factor of the incidents as a function of their impact on UNHCR operations
and their urgency. This will determine the expected MTTR for a given site.
UNHCR reserves the right to review, vet and challenge the information
provided in the matrix.

The impact will relate to the number of sites affected and the urgency to
the performance as follows:

• Impact: ≥ 50% of sites – ≥ 15% of sites - < 15% of sites

• Performance: Total loss of connectivity – Major perfomance issues –
Minor Performance issues

The contractor will also produce a second matrix showing the response time
to each criticality factor described above.

Finally the contractor is expected to produce a third matrix showing the

expected Response Time for onsite intervention, per site, as a function of
its regional offices, time to travel. The matrix will indicate the response
time through to the capital cities of Category I sites, described in section
D2-b above. UNHCR reserves the right to review and vet these reports.

44
G6 – Network Parameters (Link Quality)

The following Network Parameters apply for the availability calculations. A

site will be considered unavailable (outage) when the measured Network
Parameters (Monitoring) are below the agreed levels. UNHCR reserves the
right to review and vet such monitoring reports and/or engage, if required
and at its own cost, independent third party monitoring.

G6-a Latency
The latency (Round Trip Delay) shall be 585 mSec max with 2% tolerance, on
the satellite leg, at all times. The contractor will advise in a separate table,
the expected additional terrestrial latency as a function of the satellite, the
teleport, the backbone and the backhaul. The aim is to have an overall
expected latency figure per site, at the router level, to HQ, at the core
router level. The contractor will advise how it will monitor and report
latency.

The contractor will advise and fully explain any technology means that it is
able to introduce in order to mitigate the impact of the physical latency.

G6-b Bit Error Rate (BER)

The Bit Error Rate should not exceed 109 (BER ≤ 10 to the minus 9), 5% of
the time, per month. It should be recalled that the BER is an integral part of
the acceptance test document. The contractor will advise how it will
monitor and report bit error rates.

G6-c Jitter and Packet Loss

Given the complexity of the data path and the satellite component, UNHCR
will specify the expected Jitter and Packet Loss as “Industry Standard” for
this environment:

- 15 ms max for Jitter, 5% of the time (WAN)

- < 1% for Packet loss

UNHCR however expects from the contractor a matrix showing the expected
Jitter and Packet loss scenarios based on the contractors network
architecture and historical data. The contractor will advise how it will
monitor and report jitter and packet loss.

The contractor will also advise and fully explain any technology means that
it is able to introduce in order to mitigate the impact of Jitter and Packet
Loss with focus on real time applications (Voice and Video)

45
H – Unified Communications (UC)

UNHCR initiated a network wide strategic move towards Unified

Communications in 2007. UNHCR has a legacy Nortel technology. UNHCR’s
core VoIP Networks in HQ are built on Avaya (Nortel) CS1000 HA release 7.5.
VoIP Deployment in the field has been carried along 2 different streams
described in sections H1 and H2 below.

H1 – Avaya Nortel Business Communications Manager (BCM)

The Avaya BCM has been deployed in around 50+ VSAT field locations, in full
IP or Hybrid configuration, BCM 450 or BCM 50. The remaining locations
(except Chad, ref section H2) are still operating on TDM PBXs.

The BCM provides the following UCC features:

Unified Messaging

Message Forwarding

Meet-Me Conferencing

SIP Trunking

CTI

Integrated Intelligent Contact Center

FindMe/FollowMe

VoWLAN

InTouch Federated Presence (with Microsoft Outlook)

UNHCR currently operates the Avaya BCM network. In that respect the Avaya
IP PBX network is out of the scope of this RFP. The demarcation point will
be the E1 interface at the router level.

H2 – Cisco Unified Communication Manager (CUCM)

In 2009 UNHCR initiated a UC pilot in Chad using Cisco’s Call Manager

Express (CME). This solution has evolved as of 2011 to a CUCM cluster
release 8.5 hosted by the current VSAT service provider and distributed over
the space segments to the 11 UNHCR offices in Chad. Cisco SRST feature is
built on all remote ISR G2 routers. Fall-back will be via PSTN or GSM base
stations when available, otherwise via MSS. 200+ IP phones will be running
off the CUCM platform in the first phase.

At this stage the following services are being deployed or will be deployed
by end Q2 2012:

VoIP, IP Teleconferencing, WLAN IP phones

Voice Mail (Unity Virtual Machine)

46

Presence VM

Jabber (Collaboration)

The following figure gives a high level description of the UNHCR CUCM
network:

Once the Chad VoIP network is validated, the solution will be extended to
all sites currently running TDM technology. The Avaya BCM technology will
gradually be replaced by the Cisco technology – most likely starting in 2013.

UNHCR expects the new contractor to operate and expand the CUCM
platform described above. UNHCR will be responsible for the transfer of the
platform to the new hosting location. The contractor will confirm if it has
the capacity and the expertise (resources) to operate, develop and expand
the CUCM cluster described above, in sequence, towards a full UCC
environment.

In this configuration, the demarcation line will be at the Switch PoE port.
The contractor will manage the IP phones remotely. The contractor will
propose a service model based on the following:

Hosting of the CUCM cluster (Monthly Recurrent Cost, MRC)

remote MACD for the IP phones with flat One Time Cost (OTC)

RMA procedure for the IP phones

MRC per IP (PoE) port (including cluster expansion and voice mail)

OTC per IP phone (on basis of 7942G)

Physical MACD done by UNHCR

47
H3 – Voice Gateways

UNHCR currently operates its own voice gateways in Geneva. A Least Cost
Routing (LCR) platform with redundant access to the PSTN provides off-net
voice connectivity to HQ, Brussels, Budapest, Pretoria and all VSAT sites
(3000+ users). The Voice Gateways are out of the scope of the current RFP.

UNHCR may decide at a later stage to require Voice Gateway services from
the contractor. The contractor will confirm if it has the ability to provide
such services, including third party billing, traffic reports, trunks occupancy
reports, resilience, and service desk support.

H4 – Video, On-Demand Services

UNHCR operates its own videoconferencing platform based on Tandberg

(Cisco) technology located in HQs. UNHCR is actively assessing the
opportunity to deploy fully managed and broader video services. In order
not to monopolize additional bandwidth for limited video usage across the
network, UNHCR is currently pursuing bandwidth on demand solutions. While
this remains at the proof of concept stage, video on demand services are
currently out of the scope of this RFP.

UNHCR may decide at a later stage to require Video on Demand services

from the contractor. The contractor will confirm if it has the ability to
provide such services, including but not limited to, Bandwidth on Demand,
VC session billing, scheduling, session management, statistics, encryption,
service desk support, etc.

I - Optimization

The ultimate goal of UNHCR is to have a WAN Application optimization in its

network that reflects the following basic rules:

- Industry grade proven platform.

- VSAT network oriented (solid, independent references required if the
technology or solution is proprietory to the service provider)
- Fully integrated with the core VSAT services, one-stop-shop, one SLA
- Modular, allowing full services while expanding with the VSAT
network.
- Ideally built, or readily mapped onto the current Multicast design.
(This is however not compulsory)
- Fully compatible with UNHCR types of traffic described in this
document and adaptable to future traffic types and demands,
(including the capability to cache and accelerate MS Exchange,

48
 SharePoint, ERP(PeopleSoft), OpenText Livelink and other UNHCR
applications)

- Capable to optimize NTLMv2 protocol between MS Windows 7 and MS

Exchange.
- Provide file cache at field office level for software distrubution to
100+ local computers i.e. future Windows 7 service packs (350+
Mbytes), major antivirus engine upgrades (150+ Mbytes), upgrade to a
higher versions of MS Office (800+ Mbytes), present and future UNHCR
applications upgrade.

It is the contractor’s responsibility to factor in the UNHCR Network

Architecture, the Applications Profiles to propose an optimal solution. In
this regard suppliers may request, and UNHCR will provide, additional
information on its network and application architecture to enable bidders
formulate their proposals. The proposed solution will be tested at HQs and
in 3 pilot sites chosen by UNHCR. Full deployment will be authorized when
the Proof of Concept is validated by UNHCR.

As stated before, UNHCR has deployed a stand-alone enterprise grade

solution based on Riverbed technology, StealhHead 550-H (small size sites)
and StealHead 1050-M (medium sized sites), to the following locations:

Kabul 1050-M
Mazar-I-Sharif 550-H
Farchana 550-H
N’Djamena 550-H
Goma 550-H
Kinshasa 1050-M
Dadaab 1050-M
Kakuma 550-H
Yangon 550-H
El Geneina 550-H
Juba 550-H
Khartoum 550-H
Dar Es Salaam 550-H

Further deployment may be planned at a later stage. However as part of its

infrastructure upgrade programme UNHCR is also reviewing other WAN
optimization and application acceleration solutions including those from
CISCO.

J – Research and Development (R&D)

J1 – Contractor’s Capacity

The VSAT market is constantly evolving. UNHCR acknowledges the fact that
there are several possible technologies (MCPC/SCPC, iDirect DVB-S2 ACM

49
etc.) that match its requirements. UNHCR has nevertheless decided to focus
on service delivery model based on end to end IP networking capabilities.

The contractor will need to describe its ability to deliver state of the art
VSAT solutions. The contractor is also expected to show the steps it has
taken to invest into R&D, directly or through partnerships, in the RF domain
(modem technology, modulation etc.) and the IP domain (WAN
Optimization, Packet Loss Compensation – PLC, etc.)

J2 – Technology Review

UNHCR and the contractor shall agree to meet no later than 12 months after
the contract signature and then every 12 months to review the agreed VSAT
design and technology used. The Technology review shall take into account
developments in the satellite technology market.
UNHCR shall have the option to request arbitration by a third party, agreed
upon with the contractor and paid by UNHCR, in case the outcome of the
technology review is not satisfactory to UNHCR.

The technology review will yield a written report setting forth the findings
and conclusions. UNHCR and the contractor shall then discuss the adoption
of the suggested technology. The modalities will be detailed in an
amendment to the contract between UNHCR and the service provider.
The contractor will clearly confirm in its bid, that it accepts the principle of
technology review and arbitration.

K – Training & Certification

As indicated before, UNHCR VSAT expertise is an integral part of the SLA

process, built on Cat II sites. UNHCR has developed an aggressive VSAT
training policy for its Field Engineers, along two complementary lines,
Technology Certification and Industry Certification.

K1 – Technology Certification

The Technology Certification will allow the UNHCR Field Engineers (FE) to
get acquainted with the current UNHCR VSAT architecture (Network
Topology and Hardware / Software). The FEs will gain in depth experience
in installations, troubleshooting methods, fault detection and solution. The
UNHCR FEs are an essential cog of the preventive and corrective
maintenance described above and ultimately, the SLA

The Technology Certification session will be 8 days for entry level trainees
(UNHCR ICT staff with proven capacity). UNHCR also requires a 5-day
refresher for certified FEs, to re-confirm their certification.

50
The Technology Certification full session or refresher session, as decided by
UNHCR will be provided by the contractor, directly or through a confirmed
3rd party training entity, free of charge, on a yearly basis, for up to 12
UNHCR trainees. The contractor’s participation will include the trainer, the
training premises, the training material /equipment and the certification.

All trainees will have to pass a certification test to be considered as

certified FEs. The Technology Certification curriculum will be agreed upon
between the contractor and UNHCR.

K2 – Industry Certification

UNHCR pursues an active training policy for its staff. UNHCR DIST
contributes to this effort by providing an industry standard training and
certification in VSAT technology in collaboration with the Global Vsat
Forum.

The contractor will organize the GVF certification (2 days) adding it to the
Technology Certification program (10 days altogether). UNHCR will pay for
the GVF portion.

The GVF Certification will include 3 online (done prior to the training
session) and 1 onsite test modules as follows:

GVF 510, Core Skills for VSAT installers

GVF 520, Satellite Communications Fundamentals
GVF 521, Practical Techniques for VSAT installers
HOST, Hand-On Skills Test

Additional information can be found on the GVF Training portal.

L – Financial Terms & Price Review

L1 – Financial Component

This section describes how UNHCR proposes to structure the service charges
the VSAT services.

All costs involved at any level or at any time will be denominated in United
States Dollars (USD).

The Monthly Recurrent Costs (MRC) are defined as the all-inclusive monthly
payments to be made by UNHCR to the service provider for the totality of
the VSAT and additional services included in the contract between UNHCR
and the contractor. The MRC are calculated per month and billed per
quarter in arrears. The MRC include charges for the following:

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  The Space Segments
 The Teleport Services
 The Network Operating Centre (NOC)
 The Backhaul(s) from the contractor’s teleport(s) to UNHCR HQs in
Geneva (*)
 The contractual SLA and QoS
 The Preventive Maintenance
 The Corrective Maintenance
 The Fault / Incident Management Platform, inclusive of monitoring
 The Spare Parts Management inclusive of RMA and stand-by Spares as
defined in Section E3.
 The Hardware, Software, and Firmware full Life Cycle management
 The Account Management, inclusive of a dedicated Account Manager
to UNHCR
 The training sessions as defined in section K above
 The VoIP PoE port
 Service Desk

(*) The bidder will propose 2 Backhaul versions in the MRC calculations:
a) STM-1 or equivalent or better
b) DS3 or equivalent or better
The optional back-up link remains a DS3 or better or equivalent for both
cases.

UNHCR expects that the MRC for Cat II sites will be significantly less than
the MRC for Cat I sites as UNHCR’s own staff and other resources will be
directly invovled in the maintenance process.

L2 – MRC Matrix

The following Matrix will be used by the contractor to reflect charges per
site and per month for the VSAT services described above. All items listed in
section L1 above will be included in the MRC. They should not be listed
separately.

The following matrix assumes the provision of dedicated space segments, in

both directions, with no contention ratio. UNHCR will use this matrix to
score the contractor’s financial component. An Excel version is provided.

Contractor's
Bandwidth Remuneration
Per
BW Access MRC
Country City Downlink Uplink Quarter
Category Category (USD)
(USD)
Afghanistan Gardez H2a I 1024 768
Afghanistan Herat H2a II 1024 768
Afghanistan Jalalabad H2a II 1024 768
Afghanistan Kabul H3 I 2048 1024
Afghanistan Kandahar H2a I 1024 768

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 Contractor's
Bandwidth Remuneration
Per
BW Access MRC
Country City Downlink Uplink Quarter
Category Category (USD)
(USD)
Afghanistan Mazar H2a II 1024 768
Angola Luanda H2a I 1024 768
Benin Cotonou H2a I 1024 768
Burundi Bujumbura H3 I 2048 1024
Burundi Makamba H2a II 1024 768
Burundi Muyinga H2a II 1024 768
Burundi Ruyigi H2a I 1024 768
Cameroon Yaounde H2a I 1024 768
CAR Bangui H2a I 1024 768
Chad Abeche 1 H2a II 1024 768
Chad Abeche 2 H2 II 1024 512
Chad Amleyouna H2a II 1024 768
Chad Bahai H2a II 1024 768
Chad Daha H2a II 1024 768
Chad Danamadji H2a II 1024 768
Chad Farchana H2a II 1024 768
Chad Gore H2a II 1024 768
Chad Goz Beida H2a II 1024 768
Chad Guereda H2a II 1024 768
Chad Hareze H2a II 1024 768
Chad Iriba H2a II 1024 768
Chad Koukou H2a II 1024 768
Chad N'Djamena H3 I 2048 1024
Congo Betou H2a II 1024 768
Congo Brazzaville H3 I 2048 1024
Congo Impfondo H2a II 1024 768
Djibouti Djibouti H2a I 1024 768
DRC Baraka H2a II 1024 768
DRC Bukavu H2a II 1024 768
DRC Bunia H2a II 1024 768
DRC Dungu H2a II 1024 768
DRC Goma H2a II 1024 768
DRC Kinshasa H3 I 2048 1024
DRC Lubumbashi H2a I 1024 768
DRC Moba H2a II 1024 768
DRC Uvira H2a II 1024 768
Eritrea Asmara H2a I 1024 768
Gabon Libreville H2a I 1024 768
Ghana Accra H2a I 1024 768
Guinea Conakry H2a I 1024 768
Guinea Nzerekore H2a II 1024 768
Iraq Al-Walleed H2a I 1024 768

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 Contractor's
Bandwidth Remuneration
Per
BW Access MRC
Country City Downlink Uplink Quarter
Category Category (USD)
(USD)
Iraq Baghdad H3 I 2048 1024
Iraq Basra H2a I 1024 768
Iraq Erbil H2a I 1024 768
Iraq Kirkuk H2a I 1024 768
Iraq Mosul H2a I 1024 768
Ivory Coast Abidjan H2a I 1024 768
Jordan Amman H3 I 2048 1024
Kenya Dadaab H2a II 1024 768
Kenya Kakuma H2a II 1024 768
Kenya Nairobi BO H2a I 1024 768
Kenya Nairobi RSH H3 I 2048 1024
Kenya Somalia BO H2a I 1024 768
Kyrgyzstan Bishkek H2a I 1024 768
Kyrgyzstan Jalal Abad H2a I 1024 768
Kyrgyzstan Osh H2a I 1024 768
Liberia Monrovia H2a I 1024 768
Liberia Saclepea H2a II 1024 768
Mozambique Maputo H2a I 1024 768
Mozambique Nampula H2a I 1024 768
Myanmar Maungdaw H2a II 1024 768
Myanmar Yangon H2a I 1024 768
Nepal Damak H2a I 1024 768
Nepal Katmandu H3 I 2048 1024
Pakistan Islamabad H3 I 2048 1024
Pakistan Peshawar H2a I 1024 768
Pakistan Quetta H2a I 1024 768
Rwanda Kigali H2a I 1024 768
Senegal Dakar H2a I 1024 768
Sierra Leone Freetown H2a I 1024 768
Sierra Leone Kenema H2a I 1024 768
Somalia Bosasso H2a II 1024 768
Somalia Galkacyo H2a II 1024 768
Somalia Hargeisa H2a I 1024 768
Sudan Bor H2a II 1024 768
Sudan El Fasher H2a II 1024 768
Sudan El Geneina H2a II 1024 768
Sudan Habillah H2a II 1024 768
Sudan Juba H3 I 2048 1024
Sudan Kassala H2a II 1024 768
Sudan Khartoum H3 I 2048 1024
Sudan Malakal H2a II 1024 768
Sudan Nyala H2a II 1024 768

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 Contractor's
Bandwidth Remuneration
Per
BW Access MRC
Country City Downlink Uplink Quarter
Category Category (USD)
(USD)
Sudan Torit H2a II 1024 768
Sudan Yambio H2a II 1024 768
Sudan Yei H2a II 1024 768
Sudan Zalingie H2a II 1024 768
Tanzania Dar Salaam H3 I 2048 1024
Tanzania Kasulu H2a II 1024 768
Tanzania Kigoma H2a I 1024 768
Tanzania Mishamo H2a II 1024 768
Tanzania Mpanda H2a II 1024 768
Tanzania Uliyankulu H2a II 1024 768
Togo Lome H2a I 1024 768
Turkmenistan Ashgabat H2a I 1024 768
Uganda Arua H2a II 1024 768
Uganda Gulu H2a II 1024 768
Uganda Hoima H2a II 1024 768
Uganda Kampala H3 II 2048 1024
Uganda Mbarara H2a II 1024 768
Uganda Pakelle H2a II 1024 768
Yemen Sana´a H2a I 1024 768
Zambia Lusaka H2a I 1024 768
Zambia Solwezi H2a II 1024 768
Zimbabwe Harare H2a I 1024 768

MRC
Total per
Quarter

Under the same conditions, the bidder will give separately its best MRC
offer for a 4096 / 2048 Mbps Bandwidth.

For the recurrent costs (RC) related to the VSAT Quick Deployment Kit, The
bidder shall use the following table:

RC Quick Deploy Kit Recurrent Costs USD

Higher EIRP Foot Print Uplink Downlink
Incremental 128Kbps per day
Incremental 128Kbps per week
Incremental 128Kbps per month
Lower EIRP Foot Print
Incremental 128Kbps per day
Incremental 128Kbps per week
Incremental 128Kbps per month

55
It is understood that the RC would be incremental per 128Kbps segments.
The billing will be done based on a rolling usage, e.g. an 8 days Quick
Deploy VSAT usage will be billed as 1 week + 1 day

For the VoIP service, when applicable, the contractor will specify the MRC
as follows, including SLA to be agreed upon and excluding MACD:

Current platform (200 IP ports): MRC per VoIP / PoE port

Global platform (2500 IP ports): MRC per VoIP / PoE port

L3 – One Time Charge (OTC)

The bidder shall provide the One Time Charge (OTC) charges for the
equipment and services listed in the table below.

One Time Charge (OTC) OTC (USD)

Migration of the UNHCR VSAT network (all sites) onto the new platform
OTC, Current Technology, all inclusive
OTC, Alternative Technology, all inclusive (hardware, shipments, installations)
New Installations
New Site 2.4M Kit C-band 2Mbps max
New Site 3.48 Kit C-band 4Mbps max
Quick Deploy VSAT kit
Upgrade
uprade from 2.4M to 3.8M 4Mbps max
MACD
Decommissioning of a site.
Increase of Bandwidth.
Decrease of Bandwidth.
Capacity re-allocation, any beam to any beam, same satellite.
Capacity re-allocation, any satellite to any satellite.
Logistics
Flat Rate Shipment 2.4M kit by air
Flat Rate Shipment 2.4M kit by surface
Flat Rate Shipment 3.8M kit by air
Flat Rate Shipment 3.8M kit by surface
Resources
Half day Field Engineer (inclusive of flat rate travel anywhere)
Other ( provide Details)

In case of technology change, The OTC related to the migration onto the
new platform will include the cost of all additional hardware and
accessories needed as well as all shipments to all locations and installations.

L4– Financial Model

The prevailing financial model includes 2 main sectors, the One Time Cost
(OTC) and the Monthly Recurrent Costs (MRC) described in this section (L1-
L3).

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L5 – Price Review

UNHCR and the contractor shall agree to meet no later than 15 months after
the contract signature and then every twelve months to review the agreed
pricing, for all Bandwidth categories, included in the original contract
and/or eventually introduced at a later stage. The price review shall take
into account the evolution of the market and technological conditions.
UNHCR shall have the option to request arbitration by a third party entity,
agreed upon with the contractor, in case the new price proposal is not
acceptable by UNHCR terms and/or in case the contractor decides to keep
the same pricing levels.
A price review, will then be conducted, at UNHCR’s expense, by the third
party entity to determine a benchmark standard, through a written report
setting forth the findings and conclusions. UNHCR and the contractor will
then convene to discuss the reviewed price. The modalities of the
discussions will be detailed in the contract between UNHCR and the
contractor.
The contractor will clearly confirm in its bid, that it accepts the principle of
price review and arbitration.

L6 – Alternative service and price offerings

As mentioned above, the matrix in section L2 above assumes the provision

of dedicated space segments, in both directions, with no contention ratio.

UNHCR is also interested to know alternative solutions that the bidder

believes would provide the same/similar level of service at a reduced MRC,
or an improved level of service at the same MRC. The contractor has the
option to suggest other service / financial models (e.g. Opex only) as an
additional item. This does not waive the contractor’s obligation to respond
to the RFP as per the current model (L2 above).

In the technical submission the bidder have the possibility to offer other
technical solutions (e.g. DVB-S2 with ACM/TDMA & SCPC Return etc) and
provide the corresponding MRCs and OTCs in the financial component. For
example, The bidder could suggest a contention ratio of 1:2 with the
assumption that the current multicasts are unlikely to exceed 50%
utilization, or to use alternative protocols that would allow more flexible
allocation of bandwidth as and when needed.

As far as possible, any alternative solutions should use a copy of the matrix
provided in section L2 above and should indicate parameters and the
MRC/OTC per site based on your proposed alternative solutions. If a
transition to any of these alternative solutions would require a migration
process, the likely OTCs should also be indicated.

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UNHCR will assess the merits of these solutions but may not use them in the
initial financial evaluation of the bidders submissions. Priority in the
financial evaluation will be given to the requested no-contention model.

L7 – Submission of price information

As outlined in the cover letter to this RFP, the bidder must clearly separate
your technical submission from your financial submission. The technical
component must not contain any financial information. Doing so will result
in your submission being disqualified.

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M – Bids Assessment, Due Diligence and Contract Negotiations

M1 – Bids Analysis and Scoring

The analysis and scoring of bids is done along two separate processes,
financial and technical. The technical component is weighted at 70% of the
total score and the financial component at 30%. UNHCR reserves the right to
change the scoring weights before the start of the assessment process.

The financial and technical components are covered by two distinct sets of
expert assessors. Communications between the two groups is prohibited
until the results of each segment are published. Consolidation is done
between the two components to designate the final ranking of the bidders.

In order to align the financial component of the offers, the scoring is done
exclusively according to the matrix shown in section L2 above (and based on
the no-contention model).

The assessment of technical component is divided into 4 major categories:

 Assessing the company: history, structure, relevant references for

similar services, understanding of the RFP, knowledge of UNHCR field
environment, contractor’s office, NOC, distribution, R&D etc.)
 Assessing the proposed solution from a technological point of view
 Assessing the proposed solution from a service level point of view
 Assessing the proposed solution from a project management point of
view (feasibility, migration project plan, human resources, etc.)

The technical matrix used for the assessment of the bids and the bidders is
confidential and will not be disclosed at any stage of the process nor
beyond. The scoring is weighed and is done along the following four
principles

- Fully Compliant
- Compliant with Minor Deficiencies
- Compliant with Major Deficiencies
- Non Compliant

Furthermore, UNHCR will pre-set a number of indicators reflecting the core

aspects of the required VSAT services. Non compliance for two or more
indicators will disqualify the bidder. The Technical Matrix containing the
scoring criteria and weighting scale will be finalized by the assessors before
the opening of the bids. The Technical Matrix can not be modified Once the
bids are made available to the assessors,.

The financial Matrix (section L2 above) will be used by the contractor to

submit his offer for the monthly recurrent costs (MRC) per site and OTCs.
Financial offers from disqualified bidders will not be evaluated.

59
N – Contractor’s Profile

The bidder’s careful attention is required throughout this section to

understand UNHCR’s expectations.

UNHCR will carefully assess the Contractor’s Profile to determine the extent
of compliance with UNHCR’s expectations, along the following headlines,
some of which are already highlighted in the previous sections:

N1 – General

UNHCR expects the contractor to provide the following information and

documents:

- Brief company history (one A4 page).

- Financial statements covering the last 3 years.
- Main Office and Field Offices.
- Web site.
- Current corporate structure and eventual expansion plans.
- Operational Structure (Field Engineers, NOC, Service Desk, Staging,
Logistics and Licencing).
- Hub Infrastructure (Teleports), MPLS Backbone, Internet Gateways,
PSTN Voice Gateways , Data Centres etc.

N2 – Experience and Expertise

UNHCR expects to receive summary resumés (not a full CV) of the

contractors staff involved with the Implementation and post-implementation
phases, including but not limited to:

- Project Manager
- IP Engineer(s)
- RF Engineer (s)
- Account Manager
- All Field Engineers currently on payroll
- Training Staff (if different from above)

UNHCR reserves the right to ask for more information on some or all of the
listed staff.

N3 – References

UNHCR expects the contractor to provide three references on recently

completed or ongoing works similar to the works described in the present
RFP with the following information:

- Customer Name

60
 - High Level description of the Project
- Date of Project (start & completion)
- Full Contact information
- Approximate USD Turn-Over per annum (e.g. 1.5+M USD)

UNHCR reserves the right to call or write to these customers to seek

additional information on the contractor and/or its services.

N4 – Differentiators & Contractor’s Assets

As stated before, UNHCR works in very challenging and demanding

environments and expects excellence in managed service delivery. This can
only be achieved through a solid and flexible partnership.

In that respect the contractor is expected to list all the aspects that can be
considered as differentiators from other contractors. It is suggested this is
done according to the following non-inclusive guidelines:

- UN experience & exposure

- Similar Experience in Harsh Environments
- R&D Capacity & investment
- Hosting Capacity with Remote Management Access
- Field Structure (close to operations)
- Partnerships within the Industry
- Ownership
- Satellite Coverage
- Teleports / Hubs
- Durable Solutions, Green IT and Carbon Foot Print (e.g. extensive VC
usage)

O – Compliance Matrix

The bidder is requested to fill in the matrix provided below indicating the
bids compliance with the respective topics and/or statements. UNHCR will
verify thoroughly this compliance in the technical assessment exercise.

Irrespective of the wording used in the compliance table, the bidder is fully
responsible for its compliance with all the aspects of VSAT services
described in the present RFP whether listed or not in the compliance table
below:

61
 Fully Partially Not
Compliance Matrix (section #) Compliant Compliant Compliant
The bidder
understands the UNHCR environment
understands DIST mission
understands the RFP structure and the timelines
is capable of offering all the services described in the RFP
understands the current design / architecure of UNHCR VSAT nework
understands the current bandwidth categories
understand the current access categories
has noted the list of UNHCR current VSAT outstations
has noted the list of UNHCR planned VSAT stations
has understood the current Multicast design
is able to provide a similar Mutlicast design and full description (D2-e)
is able to provide the full Multicast info as per sample matrix (D2-e)
is able to provide the described backhaul(s) to UNHCR HQ in Geneva (D2-f)
is able to provide the described monitoring platform (D2-g)
is able to provide the QoS described in section D2-h
has noted the material lists and is able to supply accordingly (D2-i)
is able to provide all the link budgets, teleport and outstations (D2-j)
has noted UNHCR Quick Deploy VSAT and is readily able to provide a similar solution
has understood UNHCR power requirements (D2-l)
has understood UNHCR IP addressing needs and will provide accordingly
has made preparatory plans to shift from IPv4 to IPv6 addressing scheme in due course
is able to provide the fault management platform (E1)
has understood UNHCR requirements for preventive and corrective maintenance
has understood UNHCR requirements in terms spare parts and RMA (E3)
has understood UNHCR licencing requirements
has understood UNHCR expectations for the material cycle from staging through delivery (E5)
has understood UNHCR requirements for the sites survey (E5-e)
has understood UNHCR responsibility for the site environment (E5-f)
has understood UNHCR requirements for MACD (E6)
has understood its obligation for site migrations and new site installation. (F1&F2)
has understood UNHCR requirements for the OOB connectivity.(F3)
has understood UNHCR requirements for the acceptance tests and documents. (F4)
has understood UNHCR requirements for the as-built documents. (F5)
has understood and is able to provide the reqired SLA. (G)
s has understood and is able to provide the service levels. (G1, G2 & G3)
has understood UNHCR expectations in terms of service violation credits. (G4)
has understood its obligations in terms of response time and MTTR. (G5)
will provide the response time and MTTR matrix required. (G5)
has understood its obligations in terms of Network parameters thresholds. (G6)
will provide the required network parameters table. (G6)
has understood UNHCR expectations in terms of Unified Communications. (H)
has undertood UNHCR voice gateways topology. (H3)
has understood UNHCR potential needs in terms of video services. (H4)
has understood UNHCR needs in terms of Optimization and the current setup. (I)
has understood UNHCR expectations in terms of R&D
has understood its obligation in terms of technology review. (J2)
has understood UNHCR expectations in terms of technology and industry training. (K)
has understood the MRC procedure and what it includes. (L1)
will provide its financial component for the MRC, inclusive of QD VSAT. (L2)
has understood UNHCR expectations in terms of financial model. (L3)
has understood its obligations in terms of financial review. (L4)
has understood the assessment and scoring procedure. (M)
has understood UNHCR expectations in terms of itsprofile. (N1 & N2)
will provide the references required. (N3)
will advise the differentialtors. (N4)
has fully filled the present compliance matrix
has carefully read and noted the additonal instructions. (P)

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P – Additional Information & Instructions

While the overall objective of this RFP remains to be the deployment of

VSAT services to all listed UNHCR offices, UNHCR may elect, for reasons of
its own, to implement and accordingly contract a supplier for only one or
more of the sites and/or the works described under this RFP. UNHCR may
also elect to contract more than one supplier for the sites and/or the works
described under this RFP.

It is the responsibility of the bidder to advise the minimum number of sites

and/or volume of services it will accept, if such a requirement is needed.
This requirement should be clearly detailed in the technical and the
financial components.

It is the responsibility of the supplier to propose a turn key solution,

technically, financially and operationally, to deliver the services described
in the present RFP. In that respect the proposed solution will also include
the equipment and services specified in this RFP in addition to any other
equipment and services not included herein and that are deemed necessary
to the delivery of the services as detailed in the scope of work above.

The provision of an extensive material list including brand names, models,

software or firmware versions and suggested quantities is part of the current
RFP. The list will also include all accessories, cabling, connectors etc.
required. Once approved, the material list will be an integral part of the
contract for service provision.

UNHCR expects full life cycle management of all the hardware, software and
firmware components constituting its VSAT network and the pre-positioned
spare-part kits, including but not limited to, end-of-life, end-of-support,
end-of-extended-support items.

UNHCR is in the middle of a global technology review as defined by its ICT

strategic road map based on state of the art ICT technology and Managed
Services. While this RFP primarily focuses on VSAT connectivity services, the
successful contractor is likely to be asked at a stage to be agreed upon by
both parties, to be an integral player in this review and its implementation.
In that respect the contractor shall demonstrate its ability to provide state
of the art value added managed services and cope with the transition period
through / to the technology and service target.

UNHCR’s current average Bandwidth usage is 40 Mbps on DL (Multicast) and

10 Mbps UL (return Channel). These figures do not include voice traffic
between sites (1000 voice channels) and signalling traffic.

UNHCR wishes all participants a successful bidding.

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