server

INFORMATION TECHNOLOGY OFFICE

Government of Bermuda www.ITO.gov.bm





Channel House, 12 Longfield Road, Telephone: (441) 297-7733

St. George’s DD 03, Bermuda Fax: (441) 295-2948



CUPPS PROJECT 29 November 2011





Request for Proposal (RFP ITO 2009/147)

CUPPS PROJECT



1 Executive Summary

1.1 The Government of Bermuda, Ministry Of Tourism and Transport, Department of Airport

Operations is seeking a system to upgrade the current iMUSE and related systems to a

CUPPs and related systems.

1.2 The following outlines the process that will be followed by the Government of Bermuda to

seek proposals from potential vendors.



2 Submission Deadline

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2.1 Vendor proposals must be submitted by 24 . April 2009.



3 Submission Delivery

3.1 Vendors may deliver submissions by hard copy and soft copy (10 copies) to:





hard copy: Department of Airport Operations

3, Cahow Way. St Georges

GE CX

Bermuda

Tel 441 299 4804

Attention: Michael G Osborn

e-mail: mosborn@gov.bm and copied to ito@gov.bm

3.2 Proposals should not be submitted via e-mail.

3.3 Proposals submitted in hard copy are to be 10 (one original and nine copies) and must be

received in a sealed envelope/container plainly marked "CUPPS PROJECT”.

3.4 All submissions become the property of the Government of Bermuda and will not be

returned. All conditions contained in the RFP are considered accepted by the vendor in

any information submitted.

3.5 All information submitted with the RFP will be kept confidential and access will be only by

Government of Bermuda employees reviewing the RFP. The Government of Bermuda is

not obliged to award orders or contracts to vendors based on the information received.









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4 Vendor Submissions

4.1 The solution is to be delivered as detailed in the attached ―1 General Instructions, 2

Technical Specifications and 3 Proposal Documents‖.

4.2 Submissions may be from individual vendors or multi-vendor consortiums. In the case of

vendor partnerships, one vendor must be clearly identified as the primary contractor, with

all others being indicated as sub-contractors.

4.3 Submissions must include the following information:

4.3.1 Proposed Solution - A description of the proposed solution that will meet the

requirements set out in the attachment documents as listed in 4.1. The description

should set out the functions and features of the system and the processing logic. A

schematic may prove useful with fulfilling this requirement. Changes to the existing

back office system included as part of the solution must be described here. The

description should also set out the proposed approach to training and documentation.

4.3.2 Benefit Realisation - A description of the benefits to be realised from

implementation of the proposed solution.

4.3.3 Company Information - Including vendor qualifications and experience as well as

background information on the personnel proposed to work on the project.

4.3.4 Cost of Acquisition - This refers to the total cost to develop and bring the new

system online. It should include, but not be limited to a break down of hardware,

software, analysis, design and programming, training, project management and any

other costs (expenses).. A payment schedule must be included that contains

milestones and the associated payment amount. In accordance with the Government

of Bermuda standard development contract, the first milestone and associated

payment amount on the schedule must be for the Statement of Work (see ―General

Information‖ on the Information Technology Office web site for more details of the

standard development contract and Statement of Work). All costs quoted should be

―as landed‖ (i.e. including duty and shipping) costs in Bermuda $.

When responding please consider the following. The DAO intends to migrate the

CUPPS standard over the duration of the contract. The DAO will consider the faster

utilization of new equipment that can replace existing equipment by a cheaper option.

In addition, the DAO will try to extend the life expectancy of existing equipment as

much possible in order to reduce costs.



Costs should be broken down by Common Costs that are mandatory for the core

CUPPS solution and optional additional special needs costs that could be charged

separately if required (e.g. should the airlines themselves wish to purchase additional

equipment from the provider).



The Vendor may respond with alternative financial options. Please list all alternative

financing options and detail the recommended financing option outlining why it is

believed to be the best option for the DAO.



4.3.5 Reuse of existing Material – DAO prefers that modifications to the current millwork

be kept to a minimum. Vendors may also recommend the reuse of present equipment

to keep costs down whilst not impacting performance.

4.3.6 Annual Cost of Ownership - This should identify the annual recurring costs to

operate the system. It should include, but may not be limited to a breakdown of

software license fees and support contracts.







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4.3.7 High-level Project Plan - This will show how the vendor proposes to approach the

project and will comply with the payment schedule referred to in paragraph 4.3.4

above.

4.3.8 Responsibilities of the Government of Bermuda - Involvement required of the

Government of Bermuda in terms of staff, office space, training facilities, computer

hardware, networking, cabling, or other supplies, etc.

4.3.9 Summary of Proposal – single page on the Microsoft Excel spreadsheet provided.

4.3.10 Project team Partner companies and list of subcontractors and roles.

If the proposal is based on a partnership / vendor consortium, the proposal must

detail the responsibilities of each team member and how the team will be project

managed and communicate as ‗one‘ to the DAO.



4.3.11 Software License Maintenance and Warranty Agreements.

4.3.12 Costs - should include shipping and delivery but be exclusive of Bermuda

importation tax/duty



5 Pre-submission Information

5.1 All prospective vendors will be provided with this documentation and the opportunity to

submit written inquiries to the Department of Airport Operations. Such inquiries will be

published, without identifying the source, along with the Department of Airport Operations

and/or ITO response.

5.2 Inquiries regarding this request for proposal must be made by email, with ―CUPPS Project

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Inquiry” in the subject line, by 30 . March 2009 to mosborn@gov.bm and copied to

ito@gov.bm

5.3 Prospective vendors will also be given the opportunity to meet with staff from the

Department of Airport Operations and Information Technology Office (ITO) for information

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purposes. A single session for all prospective vendors will be held on 10 . March 2009.

Attendance will be limited to two representatives from each prospective vendor and will be

at the vendor‘s expense. Vendors wishing to attend should contact Mike Osborn of

Department of Airport Operations by email at mosborn@gov.bm giving the names of their

representatives. The Department of Airport Operations will then provide details of the

venue.



6 Vendor Responsibility

6.1 It is the vendor‘s responsibility to ensure its complete understanding of the requirements

and instructions specified by the Government of Bermuda. In the event that clarification is

required vendors should submit written inquiries as described in paragraph 5 above.



7 Amendments

7.1 At any time prior to the close of the RFP, the Government of Bermuda may alter, amend,

delete or add to, in whole or in part, any terms or provisions of this RFP. The Government

of Bermuda may modify, amend or revise any provision of this RFP or issue addendum at

any time. The Government of Bermuda will publish any such modification or amendment,

revision or addenda on the Information Technology Office web site.









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8 Evaluation Process

8.1 The proposals submitted to Department of Airport Operations will be evaluated in

conjunction with the ITO in a two-stage process with the first stage resulting in a short list

of potential vendors. Subsequently, the short listed vendors will be requested to arrange

for a demonstration of their product offering, which may result in the award of a contract.

The only information that will then be released is the name of the successful vendor.

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8.2 It is anticipated that the short list of potential vendors will be selected by 7 May 2009 and

that the successful vendor will be selected, following the required governmental procedure,

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by 4 September 2009.

8.3 More detailed descriptions of the evaluation process and criteria for selection are available

under ―General Information‖ on the Information Technology Office web site.



9 Negotiations

9.1 The Government of Bermuda reserves the right to enter into discussions or to negotiate

with a vendor as it sees fit, or with another vendor or vendors concurrently. In no event will

the Government of Bermuda be required to enter into discussions or negotiations on

similar or other terms or offer any modified terms to any other vendor prior to entering into

a binding contract. The Government of Bermuda shall incur no liability to any vendor as a

result of these discussions, negotiations or modifications.



10 Acceptance and Authority to cancel this RFP

10.1 The Government of Bermuda will not be obliged to accept the lowest price or any of the

proposals submitted. Each vendor acknowledges and agrees that the Government of

Bermuda will have no liability or obligation to any vendor, except to the party, if any,

awarded a contract by the Government of Bermuda in its sole discretion and the

Government of Bermuda shall be fully and forever released and discharged of all liability

and obligation in connection with this Request for Proposal (RFP). The Government of

Bermuda will not make public the vendor submissions and reserves the right to cancel this

RFP without any obligation or reimbursement to vendors.



11 References

11.1 Before awarding any contract the Government of Bermuda reserves the right to require the

vendor to submit such evidence of qualifications as it may deem appropriate. This

evidence may be concerning financial, technical and other qualifications as well as the

relevant experience and skills of the Vendor.



12 Application Delivery

12.1 The solution is considered delivered when the application is running in production mode

and signed off by the Department of Airport Operations and ITO.









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13 General

13.1 All proposals will be considered final. No additions, deletions, corrections or adjustments

will be accepted after the time stated above.

13.2 The Government of Bermuda shall not purchase services from any business owing

delinquent taxes to the Government of Bermuda.

13.3 Proposals received after the designated time of receipt will be considered as ―NO BID‖ and

―VOID‖.

13.4 Upon awarding and acceptance of a contract for goods or services, a Government of

Bermuda Purchase Order will be issued as a guarantee to pay. Payments will be

authorised on invoices 30 days after receipt of the contracted goods or services. All

responses must include any proposed variations to these standard payment terms for

discussion and negotiation.



14 Project Authorities

Executive Sponsor Mike Osborn

Contract Authority Department of airport Operations

Project Manager TBA

ITO Representative Anthony Francis









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15 Summary of Key Dates

Publish Request for Proposal 2nd March 2009

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Vendors investigation session 10 March 2009

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Cut off for questions 30 . March 2009

Publish Answers to Vendor rd

3 April 2009

Questions

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Vendor proposals submitted 24 April 2009

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Vendor shortlist 7 May 2009

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Vendor selection 4 September 2000

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New system up and running 1 April 2010









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BERMUDA GOVERNMENT

DEPARTMENT OF AIRPORT OPERATIONS









Part Two:

TECHNICAL

SPECIFICATIONS

Purchase and Installation of Common Use Terminal Equipment





TABLE OF CONTENTS





TABLE OF CONTENTS ................................................................................................................................. i

I. Section I - Overview ............................................................................................................................... 1

1. SCOPE and BUSINESS OBJECTIVES ............................................................................................. 1

1.1 Scope .............................................................................................................................................. 1

1.2 Business Objectives ....................................................................................................................... 2

1.3 Volume Information......................................................................................................................... 6

1.4 Diagrams of DAO Vision .................................................................................................................... 1

2. DESIGN APPROACH ........................................................................................................................ 1

3. BIDDER QUALIFICATIONS ............................................................................................................... 1

4. RESPONSIBILITIES .......................................................................................................................... 2

4.1. Equipment and Services to be furnished by DAO .............................................................................. 2

5. REPLACEMENT PARTS ................................................................................................................... 4

6 GENERAL OPERATING REQUIREMENTS ......................................................................................... 5



II. Section II - Detailed Requirements .................................................................................................... 6

1 Basic Capabilities ................................................................................................................................... 6

1.1 System Requirements .................................................................................................................... 6

1.2 Workstation capabilities and configuring shall meet the following criteria: ..................................... 6

1.3 Performance Requirements ............................................................................................................ 7

1.4 Network ........................................................................................................................................... 7

1.5 Interfaces ........................................................................................................................................ 8

1.6 Software - General.......................................................................................................................... 9

1.7 Additional Specific Requirements ................................................................................................. 10

1.8 System Administration .................................................................................................................. 12

1.9 HARDWARE ................................................................................................................................. 12

1.10 Servers ...................................................................................................................................... 12

1.11 Workstations ............................................................................................................................. 13

1.12 Peripherals ................................................................................................................................ 13

1.13 Monitors .................................................................................................................................... 13

1.14 Keyboards ................................................................................................................................. 13

1.15 Bag Tag Printer (BTP) .............................................................................................................. 13

1.16 Document Printer (DCP) ........................................................................................................... 14

1.17 Hardware Security..................................................................................................................... 14

1.18 Expansion and Spare Capacity................................................................................................. 14

1.19 Hardware Counts ...................................................................................................................... 14

2 DRAWING AND DOCUMENTATION .................................................................................................. 16

2.1 General ......................................................................................................................................... 16

a. Minimum Documentation .............................................................................................................. 16

b. Hardware Manuals........................................................................................................................ 16

3 TRAINING ............................................................................................................................................ 17

3.1 User Personnel Training ............................................................................................................... 17

3.2 DAO Personnel Training ............................................................................................................... 17

3.3 Coordination of Training Class Schedule ..................................................................................... 17

4 MAINTENANCE ................................................................................................................................... 18

4.1 General Requirements.................................................................................................................. 18

4.2 Vendor Personnel Qualifications .................................................................................................. 18

4.3 Vendor Support Levels ................................................................................................................. 18

4.4 Hardware and Software ................................................................................................................ 18

4.5 Diagnostics and Test Equipment ................................................................................................ 19

4.6 Maintenance Service .................................................................................................................... 19

4.7 Response Times – Corrective/Repair Services ............................................................................ 19





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4.8 Maintenance Log .......................................................................................................................... 19

4.9 Spare Components and Parts Replacement ................................................................................ 20

4.10 Software Upgrades ................................................................................................................... 20

5 INSTALLATION AND IMPLEMENTATION SUPPORT ....................................................................... 21

5.1 General Requirements.................................................................................................................. 21

5.2 Factory Demonstrations and Testing .......................................................................................... 21

5.3 Hardware Installation .................................................................................................................... 21

5.4 System Start-up ............................................................................................................................ 23

6 QUALITY ASSURANCE PLAN and CUSTOMER ACCEPTANCE ..................................................... 24

6.1 Quality Assurance Plan ................................................................................................................ 24

Appendix A - Glossary of Terms ................................................................................................................. 25

Appendix B - Standards References ............................................................................................................. 1

Appendix C - Reports to Be Provided to the DAO ........................................................................................ 2

Appendix D –Airport Management Information ............................................................................................. 3

7 TABLE OF CONTENTS ......................................................................................................................... 5

RFP DOCUMENT CHECKLIST .................................................................................................................... 6

COMPANY INFORMATION Including FINANCIAL INFORMATION ............................................................ 8

PRICE QUOTATION ..................................................................................................................................... 9

SUMMARY OF COMPONENT PRICES ....................................................................................................... 9

LIST OF HARDWARE AND SOFTWARE COMPONENTS ....................................................................... 10

TECHNICAL REQUIREMENTS AND TECHNICAL RESPONSE .............................................................. 11

VENDOR‘S QUALIFICATIONS AND EXPERIENCE ................................................................................. 12

PROJECT TEAM AND RELATED EXPERIENCE ...................................................................................... 13

SUBCONTRACTOR LIST ........................................................................................................................... 14

PROJECT TIMELINE AND IMPLEMENTATION PLAN ............................................................................. 15

SOFTWARE LICENSE, MAINTENANCE AND WARRANTY AGREEMENTS .......................................... 16









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I. Section I - Overview

1. SCOPE and BUSINESS OBJECTIVES

1.1 Scope

The Department of Airport Operations (DAO) is seeking proposals for the operation of a Common

Systems (CUPPS) solution in the L.F. Wade International Airport (BDA). This to also include:-



 Information Displays (IDs) (including automatic update as well as manual input) with an option to

enhance passenger information such as weather, advertising, information messages etc.



 Self service options (check-in and self tagging) and other modes of check-in such as cell phone.



 Option for Local Departure Control System (for charters/LCC) information system to include

passenger information, serviceability data, flight data, baggage messages etc



 The CUPPS system is to help DAO to maximize BDA facility utilization through flexibility and

sharing of resources. It will provide the DAO and airlines at the BDA with the means to effectively

respond to the demands of their customers due to increasing traffic. It will improve the passenger

experience.



 The DAO presently has a CUTE system throughout the BDA terminal including the check-in,

departure, and arrivals areas. The present contract finishes ion 31 March 2010. The new

installation must be up and running on 1st April 2010.



DAO has specified the replacement CUPPS system should ensure:



 Multiple airlines will be able to share counter positions by emulating each airline's host computer

system. To the airline agent, the CUPPS workstation screen and keyboard interface will be no

different than a direct host connection.



 The system will support monitor display devices located at all counters (check-in, departure area

and arrivals), including controllers and input devices that are capable of flexible display features

and messaging.



 The system will incorporate interfaces for an optional local Departure Control System.



 An Airport Operational Database.



 Self service Kiosks



Additional Requirements (subject to Transportation Security Administration (TSA) approval that may not

occur until Year 2)

 Self service Kiosks that include Self Tagging



The Vendor either directly or through partnerships is to provide all hardware, software, system integration,

project management, installation, training, software and hardware maintenance support.









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1.2 Business Objectives

The Bermuda Department of Airport Operations wishes to achieve the following through the

implementation of a CUPPS system.

1.2.1 Improve passenger process development by utilising common airport facilities vs. individual

airline systems using an infrastructure design that supports the following passenger / airport

processes:-



1.2.1.1 Check-in and ticketing (via airport platform application access, web, mobile, kiosk,

offsite, traditional counter). Kiosks will need to meet the IATA CUSS V1.2

standard, with the following functionality:

 Touch screen

 Plain paper boarding pass printer (GPP)

 Magnetic card reader (MSR)

 compliance with PCIDSS (card payment data security)

 Passport reader (OCR)

 Baggage tag printer (BTP) for CUSS standard tags and provision of common

plain paper stock for boarding passes (2D barcode)

 Barcode reader (2D capable)



1.2.1.2 Airline operations control (via airline host access platform, Terminal Emulators)



1.2.1.3 Baggage handling using data exchange to permit self-tagging using common bag

tag stock -DCS/BHS/BRS (BTAS, Baggage Message Distribution, Baggage

Reconciliation System)



1.2.1.4 Baggage Drop off facilities – either common facility on airport in FIS or off airport

baggage drop off facilities



1.2.1.5 Baggage sortation



1.2.1.6 Security checkpoint processing



1.2.1.7 Boarding Gate processing, including links to bridge access systems



1.2.1.8 Passenger information systems, FIDS, BIDS, GIDS or FIMS (using new AIDEX

standard)



1.2.1.9 Public information displays



1.2.1.10 Passenger owned access to information, i.e. mobile devices



1.2.1.11 Internet access to airport functionality



1.2.1.12 Facility to view / book off-airport process points, i.e. parking, hotels



1.2.1.13 Facility to access multiple suppliers and contractual relationships for the

community (e.g. retail concessions)









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Purchase and Installation of Common Use Terminal Equipment







1.2.2 Take advantage of ergonomic and esthetic considerations via:-



1.2.2.1 Possible new hardware design that may allow for a smaller, more esthetical kiosks



1.2.2.2 Improved access for reduced mobility individuals



1.2.2.3 Access for sight and hearing impaired (likely to become a regulatory requirement)



1.2.2.4 Lower cost cabinet









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Purchase and Installation of Common Use Terminal Equipment







1.2.3 The DAO would also hope to realize cost savings through this integrated approach, they include:



1.2.3.1 New, lower cost technology



1.2.3.2 Common back office functions (host system access)



1.2.3.3 Common ramp and baggage room host access points



1.2.3.4 Combined pool of technicians for maintenance and technical support



1.2.3.5 Financial flexibility through amortization and charging formulas



1.2.3.6 Better balancing of different airline requirements



1.2.3.7 Integration with overall airport developments



1.2.3.8 Self-service facilities that encourage a collaborative approach combining the

passenger, automation, and staff methods



1.2.3.9 New passenger flows split between generic and exceptional transaction, physical

location and processing status of passengers, rather than airline brand









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Purchase and Installation of Common Use Terminal Equipment







1.2.4 The assistance to allow the creation of a central data repository that will allow the management of

the exchange of the following data:-



1.2.4.1 baggage sortation messages



1.2.4.2 flight data



1.2.4.3 passenger data



1.2.4.4 API data



1.2.4.5 payment information



and that will assist with the management reporting of:-



1.2.4.6 desk, gate and kiosk serviceability (uptime)



1.2.4.7 desk, gate and kiosk transaction vs. idle time



1.2.4.8 number of transactions by airline



1.2.4.9 transaction times by airline



1.2.4.10 transaction success rate



1.2.4.11 peak desk, gate and kiosk usage



1.2.4.12 percentage of kiosk and desk check-in



1.2.4.13 baggage ratio



1.2.4.14 self-service rework rates



1.2.4.15 passenger check-in patterns



1.2.4.16 transaction times (baggage drop-off, rework, agent check-in)









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Purchase and Installation of Common Use Terminal Equipment







1.3 Volume Information

It is estimated that currently the Bermuda L.F.Wade international airport handles the following volumes:



Entity Average Volumes

Passengers 1000000 p.a.

2500 per day

Air Lines Air Canada

American Airlines

British Airways

Continental Airlines

Delta Airlines

Jet Blue

US Airways

USA3000

also charter airlines

also private airplanes

Flights 25 departures per day

25 arrivals per day

Available Boarding Gates 8

Baggage 5000 bags per day









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Purchase and Installation of Common Use Terminal Equipment



1.4 Diagrams of DAO Vision









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2. DESIGN APPROACH



Software Strategy



Software development and systems integration design shall conform to the ITO‘s Hardware/Software

Strategy: the system shall to the greatest extent possible use off-the-shelf systems (software and

hardware components) and shall embrace systems and technologies that have been developed and

successfully implemented.



The system shall provide the DAO future flexibility by providing complete software documentation of

interfaces and protocols, with Vendor-independent interfacing.



The common use systems should follow the developing IATA/CUPPs standard and philosophy (see

www.cupps.aero).





3. BIDDER QUALIFICATIONS



The installation of a proven technical solution is very important to the DAO. For this reason, bidders must

meet the following qualifications for this RFP:



 The ability to demonstrate an operational CUPPS system which permits airlines, or other

members of the airport community operating at the BDA, to use their applications of choice. In

other words, airlines must not be limited or required to use Vendor-supplied proprietary

applications.



 Evidence acceptable to the DAO of a minimum of five (5) CUSS/CUTE sites installed in North

America, each of which is operational and each of which has at least five (5) scheduled airline

users. Ability to support self tagging and common drop off.









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Purchase and Installation of Common Use Terminal Equipment









4. RESPONSIBILITIES



4.1. Equipment and Services to be furnished by DAO





o Core Computer Room facilities including HVAC



o Secure storage and staging rooms for equipment during the installation phase



o Trash disposal facility of non-hazardous materials during the installation phase



o Electrical power for the core room, IC/TC locations, and the workstation/peripherals



o HVAC for IDF locations if deemed necessary



o LAN backbone infrastructure only



o Any proprietary Application Programming Interfaces (APIs) will be made available at no

charge and in a timely manner.

o Training Room (or area) for all User and DAO courses





4.2. Equipment and Services to be Furnished by the Vendor



o The Vendor shall ensue the equipment can fit into the present millwork with minimal

modifications, shell and inserts for ticket counters, departure gate counters, and arrivals

counters. The Vendor shall ensure that ventilation requirements are met for the

hardware.





o The Vendor shall perform all work, systems integration, engineering design, and testing,

and shall provide either directly or through his partners all products required in order to

ensure fully operative systems and proper installation of equipment. System operability

and proper installation shall be verified via completion of the acceptance test plan.





o The Vendor shall perform the following services and provide the following equipment and

documentation:





1. Hardware as specified for the CUPPS system and hardware which is specific to

the Vendor OR Partner solution.



2. All LAN and premises cabling between the intermediate and local wiring closets

(IC/TC) to the CUPPS equipment.



3. All necessary LAN interconnection devices (i.e. switches, routers, hubs,

transceivers, etc.) including associated software, initialized and ready for

operation. Final connection of hardware to power, phone, data circuits, and

cabling infrastructure (LAN equipment, patch cords, connectors, adapters,

connecting the CUPPS system equipment to the data outlets and/or BDA LAN







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Purchase and Installation of Common Use Terminal Equipment





cabling infrastructure). The Vendor shall provide all terminating equipment

necessary to interconnect all system equipment which may be required to make

the system fully operational.



4. Software, which may be required to make the system fully operational as

specified.



5. Design and engineering for the CUPPS system such that the implemented

system meets the functional, operational, and performance requirements

specified herein.



6. Installation and setup of the CUPPS system (hardware and software).



7. Hardware, software, and contract submittals as specified.



8. Network requirements including the testing and certification of all interconnect

cabling.



9. System warranty as specified.



10. Training as specified



11. System acceptance test plan and testing as specified.



12. Maintenance and support as specified.



13. Coordination of airline host system cabling terminations in the core computer

room (where required).



14. Give required notices to Owner and Program Manager.



15. Comply with all relevant codes, ordinances, regulations, and other legal

requirements of public authorities which bear on performance and execution of

work.









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Purchase and Installation of Common Use Terminal Equipment









5. REPLACEMENT PARTS



The Vendor shall propose and price, on an itemized basis, a range and depth of initial and replacement

spare parts sufficient to achieve a CUPPS system availability of 99.9 percent over the five years of the

subject contract. The Vendor shall describe how the recommended range and depth of spare parts were

determined, citing CUPPS actual CUPPS experience at other airports along with appropriate MTBF,

MTTR, and estimated re-supply lead time data.





DAO estimates that an overall spare parts provisioning level of 10% of the initial equipment value may be

sufficient for the initial spares loading. This assumes that at least one spare circuit board is spared for

every type board, plus where more than ten (10) boards of any type are provided, one more spare for

each ten (10) or fraction thereof. DAO also recognizes that for certain items, such as printers and

readers, a provisioning level of 10 % or more may be appropriate. It is the responsibility of the Vendor,

however, to propose spare parts at the levels necessary to achieve the specified availability, and to

demonstrate to the satisfaction of DAO that these recommendations are realistic.





At a minimum, spare assemblies, in addition to spare circuit boards, shall be furnished for:





 CUPPS workstation

 Boarding Pass printer

 Baggage Tag Printer

 Document Printers





Spare components shall be available to the Vendor for use during the equipment demonstration test and

warranty periods. The Vendor shall replenish the store as it is used, so that at the end of the test and

warranty periods, the store shall be equal to that provided at the outset of the installation. All spare

components shall be new and an itemized list of manufacturers' parts numbers, model numbers,

budgetary pricing, supplier's address, supplier's phone numbers and any single source components

identified as such. The spare components shall be turned over to the CUPPS provider‘s maintenance

representative at the end of the Vendor's warranty period. These components shall have been stored

and used only at the DAO's facility.



Based upon the warranty period experience, the Vendor shall recommend, at the end of the warranty

period, any changes in small part stores that prove to be appropriate.









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6 GENERAL OPERATING REQUIREMENTS

6.1 The CUPPS system at the L.F. Wade International Airport (BDA) shall allow check-in, gate

and arrivals hardware at specified locations to be used by multiple airlines.

6.2 The CUPPS system shall access each airline's host system.

6.3 The CUPPS connection to the host shall ensure that any applications that are required on the

host system will be accessible through CUPPS.

6.4 Workstations shall be connected via the communications infrastructure to the core computer

room.

6.5 Each workstation shall have various common use peripheral devices connected to it,

depending upon the location.

6.6 The CUPPS system shall use common plain paper stock supporting boarding passes and

bag tags. The vendor shall be responsible for ensuring that the common paper stock is

compatible with the supplied printers such that the quality of the printing is acceptable to the

DAO.









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Purchase and Installation of Common Use Terminal Equipment





II. Section II - Detailed Requirements

1 Basic Capabilities

When responding, please list any possible alternative solutions as well as your recommended solution.

Please detail why your recommendation is the most appropriate. The DAO wishes you to demonstrate

your understanding of the options available and the reasoning that led you to recommend your option as

the best alternative to meet the DAO business requirements.



1.1 System Requirements



1.1.1 The CUPPS system shall meet the following requirements:

1.1.2 The systems shall adhere to a Client / Server model.

1.1.3 All operating systems shall meet the following criteria: Windows or other operating system as

specified in the Developing IATA CUPPs Standard

1.1.4 Support multiple protocols such as TCP/IP

1.1.5 Latest version of the operating system.



1.2 Workstation capabilities and configuring shall meet the following criteria:

1.2.1 IP addressing shall be coordinated by ITO on behalf of DAO and airlines or other application

providers.



1.2.2 Workstations shall be able to connect with any addressable peripheral device.



1.2.3 Common control hardware and software shall be provided to control the individual workstations,

provide connections to the respective host computer systems, and to assure availability.



1.2.4 Sufficient resiliency / redundancy and logic shall be provided to assure that the availability

objectives set forth in this RFP can be met on the part of the DAO or airline staff.



1.2.5 The CUPPS system shall use industry standard components, i.e., the system shall not contain

any proprietary interfaces or components and all components shall be truly common use. Should

the DAO elect to change the Vendor, this shall not require the DAO to replace any of the CUPPS

system hardware. Moves/adds/changes by DAO staff, including the expansion, addition, or

deletion of an airline, shall be possible without replacing any CUPPS hardware and shall not

require that DAO contract with the Vendor for custom scripts or additional software.



1.2.6 System components shall be independent and capable of coexisting on the system to allow for an

increased level of capacity. Modular design and flexibility shall be provided for easy expansion of

the system without degradation to the system's performance.



1.2.7 All major system hardware components shall be designed so that there is not any single point of

failure which can cause operations to be disrupted, and the means to achieve this objective shall

be clearly described including equipment lists, procedures, and supporting diagrams. The system

shall employ redundant servers, and should a primary server fail, the backup server shall take

over the processing tasks. The system shall include diagnostics capabilities automatically detect,

identify, and correct failures in the system, and to automatically alert the system administrator

when a failure occurs. A system console message and an error log will be part of this automated

process. The diagnostics and cutover functions shall apply all system servers, major network

components, power supplies, and uninterruptible power supplies (UPS's). A capability shall exist

to permit remote access to the system. Interleaving of workstations on the network is preferred.









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Purchase and Installation of Common Use Terminal Equipment







1.3 Performance Requirements



1.3.1 System Availability: All software and network devices shall execute, without degradation, at the

scheduled periods and response times for the CUPPS system to be considered available.



1.3.2 Hardware Availability: All systems shall operate as specified twenty-four (24) hours per day,

seven (7) days per week. Functional availability is defined as:



1.3.3 A CUPPS workstation shall be considered available only if all components are operating and fully

functional.



1.3.4 A peripheral device shall be considered unavailable if it cannot be placed on-line and perform its

intended function(s).



1.3.5 Downtime: The Vendor shall clearly state in his proposal the monthly downtime of all systems.

Downtime to update the computer operating system or repair a component shall be acceptable

reasons for downtime, but at no time shall an entire system be non-operational. Availability of any

individual workstation shall be specified by the Vendor, and shall be accompanied by calculations

demonstrating how the overall CUPPS system will achieve the specified 99.9 system availability

(measure and report)



1.3.6 Response Time: The additional delay for a transaction between a CUPPS workstation to a given

host and return compared to a dedicated terminal shall not exceed 0.5 seconds total for ninety

(90) percent of all transactions.



1.4 Network



The CUPPS system shall implement an ANSI/IEEE compliant 100BaseT Local Area Network

(LAN), using TIA/EIA-compliant Category 5 cable, to provide services to all end users and

workstations. The primary and backup servers for the CUPPS system shall be located in the Core

Computer Room. The end users shall communicate with the CUPPS system applications utilizing

the Fast Ethernet network protocol.









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1.5 Interfaces

1.5.1 User interface

The Vendor's user interface shall be easy to use as described below. CUPPS system operator interface

requirements are :-





1.5.1.1 When a CUPPS workstation is powered on and no session is in progress, a DAO approved logo

and rotating screen saver shall appear on the screen.



1.5.1.2 A graphical icon for each airline or agency shall be provided for login. Once an icon is selected,

airline/agency specific login and password shall be required to continue



1.5.1.3 Once each employee has logged in, a set of icons for the various applications available (e.g.,

host connection, Peripheral Utilities, MUFIDS) shall be displayed. The icons available shall be

dependent on the user's login profile. The application session shall time out according to a

configurable setting.



1.5.1.4 The user interface shall require minimal additional training for the users.



1.5.1.5 The system's displays and controls for accessing them shall be self-explanatory.



1.5.1.6 All pointing device actions shall have a "hot key" equivalent, i.e. all functions shall be able to be

performed using the keyboard exclusively, without a mouse.



1.5.1.7 The CUPPS system shall support the following airlines for both agent facing and self service

applications.





Airline



Air Canada



American Airlines



British Airways



Continental



Delta Airlines



US Air



jetBlue









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Purchase and Installation of Common Use Terminal Equipment







1.5.2 System Interfaces

The DAO has identified the following system interfaces that may be required. Please respond with either

a proposal as to how the vendor will provide this interface or specify that the interface is not part of your

proposal.





1.5.2.1 Interface to and from Airline Applications (per Airline)



1.5.2.1.1 Airline Host Passenger data



1.5.2.1.2 Airline Web initiated data (via cable or wireless communications)



1.5.2.1.3 Airline Remote management data (subject to change management (see appendix) and

data security standards)



1.5.2.1.4 Airline Information (AIDX standards)



1.5.2.2 Interface to and from the Baggage Reconciliation System (BRS)



1.5.2.3 Interface to a Central Common Database

Containing baggage sortation messages, flight and passenger data, API payment data etc.).



1.5.2.4 Interface from a feed of Advertising Materials

To be displayed on airport information displays.





1.6 Software - General



All required system and application software for a fully functioning system shall be delivered by the

Vendor either directly or through its partners. The software provided shall be delivered in a ready-to-run

form, including all necessary utility programs and documentation.



1.6.1 Documentation: The Vendor shall supply documentation which include textual explanations and

instructions and are supported by appropriate graphs, flowcharts and/or block diagrams.

Adequacy of the flowcharts and the block diagrams shall be at the discretion of the ITO

representative.



1.6.2 Commercial Non-Proprietary Software: To the greatest extent possible, Commercial

Off-The-Shelf (COTS) software packages shall be utilized. Custom software shall be limited to

hardware drivers with documentation provided in full detail. Any assembly language or ROM

code embedded in peripherals shall be totally independent modules and their interfaces and

procedures for modifying these interfaces shall be documented in detail.



1.6.3 The ability to configure the systems with an automatic logout after a system definable period of

inactivity shall be provided.









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Purchase and Installation of Common Use Terminal Equipment





1.7 Additional Specific Requirements

The CUPPS hardware and software shall comply as below.





1.7.1 The system shall comply with the latest revision of IATA RP 1797/ATA RP 30.201/ACI RP

500A07.





1.7.2 The system shall provide access to the specified airline host computer system applications. From

any CUPPS workstation any authorized user shall be able to access host applications. Typical

host applications which the system shall have the capability of supporting via terminal emulation

are (but are not limited to):

Airline Host System Access (Departure Control, Reservations, APIS, Ticketing, Flight

Operations Cargo, Maintenance etc.)





1.7.3 Ability to Integrate Local Boarding Application





1.7.4 Integration of existing BRS





1.7.5 Ramp and Baggage Room Host Access





1.7.6 Message Distribution



1.7.7 Information Systems such as MUFIDS





1.7.8 Baggage Sorting/Reconciliation System (integration with existing BRS)





1.7.9 Support of E-mail access as per CUPPs Standard





1.7.10 Integration of 3rd party internet applications.





1.7.11 Bag tag printing at Kiosks not using CUSS application. Integration of airlines who do/do not have

self tagging capability (optional print manager)





1.7.12 Bag drop off application.





1.7.13 The Kiosk system to be compliant with payment card security standards (PCIDIS).





1.7.14 FIDs – information exchange based on IATA AIDX Standard IATA 1797A, ATA RP 30.201 A and

ACI RP 501A07, as a part of this RFP, the DAO plans to continue to integrate a Flight Information

Display System (FIDS) with the CUPPS system. Although FIDs are to be updated automatically

(both schedule and arrival/departure times).The objective is for authorized users of the system to

be able to update flight information e.g. flight loads from any CUPPS workstation, and for airline

users to be able to display FIDS information from any CUPPS workstation by selecting a specific

FIDS icon. The DAO is looking to take full advantage of the AIDX schema.









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1.7.15 Support of the upcoming passenger data exchange standard (PADEX)





1.7.16 Automatic Flight Information Update to FIDs





1.7.17 Adverting on Public Information Displays. In addition to the airline flight data, the DAO will be able

to display video clips, advertising clips and other information to enhance revenue, passenger

services, visual paging. The airline users may also take advantage of the multi-functional FIDS

system to display data, video or voice information. It is anticipated that the FIDs system will be

plasma screen





1.7.18 Information management for Public Displays





1.7.19 Support of printing to common plain paper stock boarding passes and bag tags





1.7.20 Reporting and Logging; systems must have reporting for service level agreement (SLA)

compliance and technical reliability





1.7.21 The Platform needs to send all raw data elements to a data repository as per CUPPS standard

section 5.3.8.





1.7.22 Any CUPPS workstation shall be able to access any airline host system.



1.7.23 All data used / stored within the CUPPS system must be subject to the Bermuda Government

Information Technology Office (ITO) Department standards for:-



1.7.23.1 Data Security

Standards are available from ITO contact.



1.7.23.2 Change Management

(see appendix).









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1.8 System Administration



1.8.1 For route control and status of the host computer and connected network, the CUPPS common

controls shall be able to determine if a path is available in and out of the local environment and

advise a workstation user when the workstation is connected to the respective host. For route

control and status of the common controls, status information shall be provided to the user but the

design of the system shall be such that an alternate path should normally be available through

the local network. Recovery of path shall be an automatic function of the common controls when

possible.



1.8.2 The common controls shall, as appropriate to the connected user host system, notify the host

when there is a change in the status of a workstation component during a session.



1.8.3 All failures of the system shall be logged at a central control point (i.e., CUPPS Application

Server). The failure shall initiate alarms and reports (e.g., time and date of failure event). In the

event that a workstation component goes out of service, the central control log shall be updated.

Therefore, where practical, a positive relationship (e.g., system heart beat) shall exist between all

components of the systems at all times (refer to IATA RP 1797).



1.9 HARDWARE



1.9.1 All installed CUPPS hardware must be new and include a one-year manufacturer‘s warranty. All

hardware requirements given are the minimum requirements. The Vendor's product shall meet or

exceed these requirements. Additionally, the hardware selected shall meet the operational,

functional, and performance requirements specified herein. Where a specific product is

mentioned, it is only listed to provide clarification. The Vendor may bid an approved, equivalent

device.

1.9.2 Equipment rack(s) for the computer room shall be standard 19-inch racks to be installed inside

the Core Computer Room with an ambient room temperature of 75 degrees F. The Vendor shall

provide the appropriate factory or custom rack mount adapters and wire management

accessories for all equipment installed in the equipment rack, whether specifically itemized or not.

Vendor shall cover unused slots using blank panels. For hardware outside the core computer

room, the Vendor shall provide fans as necessary to maintain equipment within the operating

range of 50-85 F.





1.10 Servers



Servers shall be rack-mounted in a server cabinet approved by the DAO. Server pairs (i.e., CUPPS File

Servers) shall consist of a primary and a backup. Server pairs shall be fault tolerant via clustering,

mirroring, or other technology as applies to the server vendor. Each shall be continuously updated and

the backup shall automatically assume control in the event of a failure of the primary. Server hardware

platforms shall be scalable via simple upgrades to support future CUPPS requirements at BDA. Servers

shall be oversized as necessary to meet future needs of BDA. The servers provided by the Vendor shall

meet the applicable server requirements below:









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1.11 Workstations

CUPPS workstations (CUPPS IWS) shall meet the following requirements as a minimum :-

 350 MHz Pentium II processor (s) with 100 MHz system bus

 64 Mb RAM

 Industry standard 100BaseT Network Interface Card

 serial ports and 1 parallel port

 Color 17 inch monitor





1.12 Peripherals



The CUPPS devices shall be compliant with AEA 94 or newer AEA releases. All peripheral devices shall

be supplied with the necessary interface cabling.





1.13 Monitors

Monitors will be sized as specified for CUPPS workstations (i.e., 17-inch).



Server monitor sizes shall meet or exceed the minimum server requirements (i.e., at least 17 inches).

Monitors shall meet the following minimum requirements:



 0.28 mm dot pitch

 Non-interlaced at 1024 x 768 (75 Hz)

 SVGA

 Anti-glare screens





1.14 Keyboards



1.14.1.1 Server keyboards shall be standard 101 - key keyboards.

Workstation keyboards shall be provided which are able to meet the demands of an airport

environment (e.g., heavy usage). All workstation keyboards shall be configured to support the

input requirements of the various airlines and shall provide MSR/OCR functions.



1.15 Bag Tag Printer (BTP)

1.15.1 The CUPPS system shall use an automatic Bag Tag Printer(BTP) which conforms to IATA 740

and 740a and is compatible with the 1994 AEA specification for PECTAB's.



1.15.2 Printers shall be set up for direct thermal printing only.



1.15.3 Printers shall not include a cutter or burster.



1.15.4 All required firmware shall be supplied and installed.



1.15.5 The vendor shall be responsible for ensuring that the printer is compatible with the supplied

common stock paper such that the quality of the printing is acceptable to the DAO.









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Purchase and Installation of Common Use Terminal Equipment





1.16 Document Printer (DCP)

Standard Laser Printer. All necessary interface cabling shall be provided.



1.16.1 The vendor shall be responsible for ensuring that the printer is compatible with the supplied

common stock paper such that the quality of the printing is acceptable to the DAO.







1.17 Hardware Security



There shall be a mechanism to lock the workstation from use in order to provide security for public area

terminals. CUPPS workstations shall require two logins. The first is an airline specific login, which

provides access to the CUPPS system for that airline. The second login is agent specific. Additionally a

mechanism shall be provided to lock down the CUPPS workstation‘s monitor and keyboard via a lock-pad

device.



1.18 Expansion and Spare Capacity



The system implemented shall be designed such that an increase in system size (e.g., adding additional

CUPPS workstations) will not adversely affect the system or require design modifications. Each system

shall be designed such that adding additional airlines, gates, and workstations shall not have a negative

impact on the systems. For example, adding an airline to the CUPPS system and shall have no impact on

the overall system design.





Vendor shall clearly state the limitations of the expansion of the base system proposed in terms of

additional CUPPS workstations, peripherals, and airlines. Particular attention should be given to the

number of additional CUPPS workstations before additional processing power, memory, and/or disk

storage would be required.



1.19 Hardware Counts



The following sections only provide general guidelines for hardware counts. For exact hardware counts,

refer to the Contract Drawings. The CUPPS system hardware counts shown in the Contract Drawings are

based on the following guidelines:









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1.19.1 Check-in Counters

The United States check-in counters are two position counters. The International check-in counters will be

two positions. Typical CUPPS system hardware complement of a check-in counter position shall be:



 Two (2) CUPPS IWS with 17-inch monitor

 Two (2) GPP

 Two (2) BTP

 One (1) DCP

 One (1) UPS



1.19.2 Departure Area Podium

Departure area podiums are two-position counters. Hardware complement at each shall be:





 Two (2) CUPPS IWS with 17-inch monitor

 Two (2) GPP

 One (1) DCP

 One (1) UPS



1.19.3 Arrivals Area Podium

Arrivals area podium consist of two, two-position counters. Hardware complement shall be:

Podium 1

 Four (4) CUPPS IWS with 17-inch

 One (2) DCP

 One (4) UPS

 One (1) GPP



Podium 2

 One (1) UPS



1.19.4 Core Room

This room shall serve as the primary and backup core equipment room. In addition to the head end

equipment, the minimum CUPPS system hardware complement for this room shall be:



 One (1) CUPPS IWS with 17-inch monitors

 One (1) GPP

 One (1) BTP

 One (1) DCP



The Vendor's servers (both primary and backup) shall be installed in the core room. The Vendor shall

provide a list of equipment to be placed in the core room required to meet the functional, operational, and

performance requirements of this specification. Equipment shall include a vendor-supplied uninterruptible

power system (UPS) to provide standby power to the equipment.



1.19.5 Environmental, Power, etc

Equipment shall operate in a normal office environment with standard 110-120 AC voltage at 60 Hz.









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2 DRAWING AND DOCUMENTATION

2.1 General





The Vendor shall supply sufficient documentation and drawings to allow the DAO to

maintain monitor the operation of the CUPPS System. Three (3) hard copies and one

(1) electronic copy of all drawings and all documentation shall be provided.





The Vendor's Quality Assurance organization is responsible for assuring that the "as

installed" and "as tested" system is correctly and completely documented in such a

manner as to support future expansion of the system by the DAO.



a. Minimum Documentation





The following drawings and documentation shall be provided:



 Software and hardware user documentation



 System administrator documentation - configuration management



 System manuals



 A set of system and network drawings and block diagrams



 As-built cable and wiring drawings, in AutoCAD format, in both hard copy

and on electronic media, plus cable identification data in Excel

spreadsheets. Cable identification procedures and formats shall be

approved in advance by the DAO.



 System and component configuration documents



b. Hardware Manuals





Provide two (2) copies of manufacturers' hardware manuals for all hardware included in

this project.









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3 TRAINING



3.1 User Personnel Training



The following general training guidelines shall be followed:





3.1.1 By means of training classes augmented by individual instruction and ‗on the job‘ training as

necessary, the Vendor shall fully instruct the DAO's designated staff and Airline Operations'

personnel in the operation, adjustment and routine maintenance of all products, equipment and

systems. The Vendor shall provide all training aids, e.g., notebooks, manuals. The Vendor shall

provide training in a DAO location, yet to be determined.



3.1.2 All training shall be completed one week prior to system cut over.



3.1.3 Training shall be conducted by experienced personnel and supported by training aids. The

Vendor shall provide an adequate amount of training material. At a minimum, the Vendor shall

include all procedure manuals, specification manuals, and operating manuals. Wherever possible

the training will take place in normal office hours, although this may not always be possible.

Training should include simple trouble shooting.



3.1.4 Participants shall receive individual copies of pertinent documentation at the time the course is

conducted. The courses shall be scheduled such that DAO personnel can participate in all

courses (i.e., no overlap).



3.2 DAO Personnel Training



The DAO shall also require the following training:





3.2.1 By means of training classes, the Vendor shall provide overview instructions to designated

DAO/ITO staff in the operation, and maintenance of all products, equipment and systems. The

Vendor shall provide all training aids, e.g., notebooks, manuals. The Vendor shall provide the

overview training in a DAO location, yet to be determined. The overview shall include two areas

of instruction:



o Maintenance procedures



o System administration





3.2.2 Participants shall receive individual copies of pertinent documentation at the time the course is

conducted.



3.3 Coordination of Training Class Schedule



Scheduling of training classes shall be coordinated with the DAO staff and airline users to avoid conflicts

and peak period personnel demands.









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4 MAINTENANCE

4.1 General Requirements

The general maintenance and support requirements for the CUPPS system installed at BDA is five (5)

years of comprehensive maintenance as outlined below. This shall be included and separately itemized

in the Vendor‘s fixed price bid. A long term maintenance agreement with the Vendor may be negotiated

by the DAO during the Warranty period based on any or all of the below listed elements as well as

generally accepted industry standards and pricing.





4.2 Vendor Personnel Qualifications

Each lead technician performing installation and maintenance shall have a minimum of one (1) year

experience on the proposed system and be manufacturer-certified on the hardware and/or software

application(s) which he/she will support. Pre-assigned backup technicians, similarly qualified, shall be

available to back fill on-site technicians who are on vacation, in training or on sick leave.



4.3 Vendor Support Levels



4.3.1 Long Term Hardware and Software Maintenance Agreement: The Vendor must commit to

maintain the CUPPS System software for four (4) years after the one-year warranty period. The

cost of maintenance services by the Vendor shall be a guaranteed fixed amount for each of the

five (5) years. Pricing for each of these five years will be specified in the software maintenance

contract to encompass all equipment and software including, but not limited to, spare parts,

materials, labor, shipping, software, testing equipment, tools, etc. necessary to fully support the

CUPPS System.



4.3.2 Normal Airport Operating Hours: The vendor shall describe the level of on-site support of system

and component hardware and software to be supplied during normal airport operating hours to

achieve the specified system availability. The airport‘s normal business hours are 1000 to 1900

hours (Note at least one shift per week will be from 0600 to 1500 to support AA early departures),

Monday through Sunday.



4.3.3 Remote 24x7 Support: The Vendor shall provide twenty-four (24) hour/ seven (7) day a week

remote telephone support after normal airport operating hours as a minimum maintenance and

support agreement. Support for commercially purchased software, if not twenty-four (24) hour

seven (7) day a week, shall be specifically identified and approved by the DAO. Additionally, the

Vendor complies with the system response times in the SLA.



4.4 Hardware and Software



The Vendor shall recommend hardware and software proposed to achieve the specified availability

over the five years of the Vendor‘s maintenance commitment. Each item shall be priced and shall

include the source, whether the Vendor or a third party, with appropriate make and model number.

All Vendor subcontracts for hardware and software support shall have the prior approval of the

DAO.









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4.5 Diagnostics and Test Equipment



The Vendor shall list all parts and itemize the pricing of diagnostic equipment and software that the

Vendor recommends DAO have on-site to maintain the CUPPS system. This listing shall include

the manufacturer/supplier of each item, with model or part number. The Vendor is to list separately

those parts and diagnostic equipment and software items that are desirable but not essential for

the DAO to have on-site.



4.6 Maintenance Service





The maintenance services to be provided by the Vendor shall include preventative, routine, and

emergency maintenance service.

Preventative maintenance services shall be provided in accordance with the provisions of a

preventative maintenance manual that the Vendor issues for each component or subsystem of the

CUPPS. Preventative maintenance services shall include inspection, test, necessary adjustment,

lubrication, parts cleaning, and software upgrades. Software upgrade options should be maintained

current with evolving standards, i.e. the vendor should present the DAO with the option to upgrade

as the upgrades are available.

Routine maintenance services shall include scheduled overhauls as recommended by the

equipment and software manufacturer.

Emergency services shall include inspections and necessary tests to determine the causes of

equipment or software malfunction or failure. Emergency services shall include the furnishing and

installation of components, parts or software changes required to replace malfunctioning system

elements.

All upgrades / implementations / maintenance should be subject to virus protection software that

installed permanently on the servers.



4.7 Response Times – Corrective/Repair Services

This will be as the CUPPS SLA.

A weekly report of downtime to be sent to DAO.



4.8 Maintenance Log



The Vendor shall maintain a Log (either manually or computerized) of all preventative maintenance

and corrective/repair services performed during the warranty period. The Log shall be in a DAO

approved format. The Log shall be available for inspection by the DAO at any time during the year

that it covers. The Maintenance Log information shall be turned over to the DAO at the end of

each year.





The Log shall be kept on a component-by-component (equipment number) basis, with separate

sections or volumes, as appropriate, for each component. The Log shall itemize the history of

preventative maintenance and corrective/repair activities stating the character, duration, cause, fix,

of all malfunctions and the name of the individual(s) who completed the repair. The Log shall

record all software and hardware updates.









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4.9 Spare Components and Parts Replacement



The Vendor shall provide at the outset of the installation whole unit spares. Secured storage will be

provided on airport property by the DAO. Those whole unit spares shall be available to the Vendor

for use during the warranty period. The Vendor shall replenish the store as it is used, so that at the

end of the warranty period, the store shall be equal to that to be provided at the outset of the

installation. The Vendor shall maintain an itemized list of manufacturers' part numbers, model

numbers, budgetary pricing, supplier's address, supplier's phone numbers and any single source

components identified as such.





Based upon the maintenance experience of the warranty period, the Vendor shall recommend, at

the end of the warranty period, any changes in spare component and small part stores that may

prove to be appropriate.





4.10 Software Upgrades



All software upgrades shall be provided free of charge during the 5 year maintenance contract,

including the manufacturer's warranty period.









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Purchase and Installation of Common Use Terminal Equipment









5 INSTALLATION AND IMPLEMENTATION SUPPORT



5.1 General Requirements



The following general requirements shall be met when implementing the systems:





5.1.1 System installation and construction methods shall conform to the requirements of the ITO and

Bermuda Government standards.



5.1.2 Where undefined by codes and standards, Vendor shall apply a safety factor of at least 2 times

the rated load to all fastenings and supports of system components.





5.1.3 The Vendor shall install all system components including furnished equipment in accordance with

the manufacturer's instructions, and shall furnish all cables, connectors, terminators,

interconnections, services, and adjustments required for a complete and operable system.





5.1.4 Grounding shall be installed as necessary to preclude ground loops, noise, and surges from

adversely affecting system operation.





5.1.5 For equipment mounted in drawers or on slides, provide the interconnecting cables with a service

loop of not less than three feet and ensure that the cable is long enough to allow full extension of

drawer or slide.





5.1.6 Equipment must be mounted high in the ground floor desk to minimize the possible effects of

flooding.



5.2 Factory Demonstrations and Testing



The delivery of applications and equipment should comply with the deployment and order/charge

process as per Part 3 of the IATA CUPPS Standard.





5.3 Hardware Installation



Hardware shall be installed according to the following criteria and procedures:





5.3.1 Final hardware selected and installation of hardware shall be coordinated with the existing

cabinetry millwork to reduce, as much as possible, any modifications. Additionally, the Vendor

shall review the millwork drawings to ensure ventilation requirements are met or recommend

required modifications.





5.3.2 The Vendor shall install and inspect all hardware required in this specification in accordance with

the manufacturer's installation instructions. Final placement of hardware is subject to the DAO’s

approval.









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Purchase and Installation of Common Use Terminal Equipment





5.3.3 The Vendor shall be responsible for any and all loss or damage in the shipment and delivery of all

material until transfer of title to the DAO.





5.3.4 The Vendor shall obtain written permission from the DAO before proceeding with any work which

requires cutting into or through any part of the building structures such as, but not limited to,

girders, beams, concrete, carpeted or tiled floors, partitions or ceilings, or millwork. The Vendor

shall obtain written permission from the DAO before cutting into or through any part of the

building structures where fireproofing or moisture proofing could be impaired.





5.3.5 The Vendor shall take all steps necessary to ensure that all public areas remain clear or are

properly marked during installation or maintenance.





5.3.6 The Vendor shall coordinate installation with the DAO, to minimize disruption of airline operations

and business functions at the airport. It is probable that installation may have to take place

outside of normal operating hours.





5.3.7 The Vendor shall place materials only in those locations that have been previously approved. Any

other locations shall be approved by the DAO.









22

Purchase and Installation of Common Use Terminal Equipment







5.4 System Start-up



The Vendor shall not apply power to the system until after:



5.4.1 System and components have been installed and inspected in accordance with the

manufacturer's installation instructions.





5.4.2 A visual inspection of the system components has been conducted to ensure that defective

equipment items have not been installed and that there are no loose connections.





5.4.3 System wiring has been tested and verified as correctly connected as indicated.





5.4.4 All system grounding and transient protection systems have been verified as properly installed

and connected, as indicated.





5.4.5 Power supplies to be connected to the system and equipment have been verified as the correct

voltage, phasing, and frequency as indicated.





Satisfaction of the above requirements shall not relieve the Vendor of responsibility for incorrect

installations, defective equipment items, or collateral damage as a result of Vendor work or equipment .









23

Purchase and Installation of Common Use Terminal Equipment







6 QUALITY ASSURANCE PLAN and CUSTOMER ACCEPTANCE



6.1 Quality Assurance Plan

The Vendor shall provide a copy of the Quality Assurance Plan to the DAO for review and approval

a minimum of thirty (30) days prior to the completion of the system installation. The Plan shall

clearly demonstrate that the system and its components fully comply with the requirements

specified herein. The Plan shall include, but is not limited to, the following requirements:





6.1.1 Demonstration and operability of the LAN, all installed hardware, network connections and

communications, remote software support connection, report generation.



6.1.2 DAO Acceptance of the Installed and Operational System



At the conclusion of the Quality Assurance phase, and following an audit of the performance of the

system against the specified requirements, the DAO will accept the system by signing off on a

Vendor-prepared document which certifies to the DAO that the system complies with the

specifications herein and is fully operational. This document is to be signed by an officer of the

company. The one year warranty period will begin on the date that the Quality Assurance

acceptance document is signed and executed.





The DAO may consider partial acceptance of the system, subject to the correction of documented

deficiencies, but under such conditions the warranty period will not begin until the completed

system is accepted.









24

Purchase and Installation of Common Use Terminal Equipment





Appendix A - Glossary of Terms





API Application Programming Interface



AODB Airport Operational Data Base



ATB Automatic Ticket and Boarding pass printer



BDA L.F. Wade International Airport



BGR Boarding Gate Reader - used to read magnetically encoded boarding passes



BTP Bag Tag Printer



CPU Central Processing Unit



CUPPS Common Use Passenger Processing Systems



DAO Department of Airport Operations



DCS Departure Control System



DCP Document Printer



DVC Digital Video Control device



FIDS Flight Information Display System



GPP General Purpose Printer



GUI Graphical User Interface



Hz Hertz or cycles per second



IC Intermediary Closet



IDF Intermediate Distribution Facilities



IWS Intelligent Workstation, including CPU, monitor, Keyboard and pointing device



LAN Local Area Network



LBS Local Boarding System



LDCS Local Departure Control System



MS Microsoft



MSR Magnetic Swipe Reader



25

Purchase and Installation of Common Use Terminal Equipment







MUFIDS Multi-User Flight Information Display System



NIC Network Interface Card



NT New Technologies



OCR Optical Character Reader



ODBC Open Data Base Connectivity



PDS Premise Distribution System



PECTAB Parametric Tables - format table for intelligent airline peripherals



PNL Passenger Name List



QA Quality Assurance



SAT System Availability Test - 90 day acceptance test of the entire system under full

operation



SNMP Simple Network Management Protocol



SQL Standard Query Language



TC Telecommunication Closet



Ticket

Counter Counter used for departure control and ticket purchases, checkin



UPS Uninterruptible Power Supply



WINS Windows Internet Naming Service









26

Appendix B - Standards References



The publications listed below form a part of this specification to the extent referenced. The

publications are referred to in the text by basic designation only. Specific reference in

Specifications to codes, rules, regulations, standards, manufacturer's instructions or requirements

of regulatory agencies shall meet the latest printed edition of each in effect at date of contract. If

conflicts exist between referenced requirements, then comply with the one establishing the more

stringent requirements. If conflicts exist between referenced requirements and Contract

documents, then comply with the one establishing the more stringent requirements.

References:

 IATA RP 1797

o Must also include at least IATA CUSS V1.2

 ATA rp 30.201

 ACI RP 500A 07

 IATA RP 1722c, 722c, 722d, 722e; ATB related resolutions

 IATA RP 740, 740a; BTP related resolutions

 IATA PDF barcode format (latest version at time of implementation)



International Organization for Standardization (ISO)

 ISO 7811; Identification Cards - Recording Technique - Part 2-5

 ISO 9001; Quality Assurance in Design/Development, Production, Installation, and

Servicing

 ISO 9003; Quality Assurance in Final Inspection and Test

 ISO 9004; Quality Management and Quality System Elements Guidelines





IEEE 802.3u for 100Base TX LAN





EIA/TIA

 EIA/TIA-568, Commercial Building Telecommunications Wiring Standard, and

EIA/TIA-TSB-36 for 24 AWG, solid, twisted pair Category 5 cable Installations

 EIA/TIA-568B Copper Cable Installation, Splicing, Testing Procedures

 EIA/TIA-RD-455 Standard Test Procedures for Fiber Optic Cables

 EIA/TIA-569 Commercial Building Standard for Telecommunications Pathways and

Spaces

 EIA/TIA-606 Administrative Standard for the Telecommunications Infrastructure of

Commercial Buildings

 EIA/TIA-607 Commercial Building and Grounding and Bonding Requirements for

Telecommunications









Page 1

Appendix C - Reports to Be Provided to the DAO



For statistical as well as potential billing purposes, the Vendor shall provide the

following reports to the DAO in the timeframes indicated:





Monthly and annual CUPPS system activity reports. This report shall conform to

accepted airline billing practices. This report shall indicate individual airline

activity by day, including time of login, duration of activity, amount of activity, and

time of logout. The accuracy of the recorded usage data must be verifiable. The

format of the report, method of recording usage data, and delivery schedule will

be ―industry standard‖ but may be modified at the discretion of a DAO

representative.





Monthly and annual CUPPS system availability reports. This report shall include

availability statistics of all system components including, but not limited to:



 Communications link to individual airline host computer systems;



 Workstations;



 Gateway servers



 File servers;



 Application servers; and



 Remote access servers.





Raw data feed of platform events as per CUPPS Standard 5.3.8









Page 2

Appendix D –Airport Management Information





CUPPS:



The management information that DAO would like to acquire from the system can

include reports such as:-



 Number of aircraft operations – per operator, airline, day, week, month, year

by airline

 Numbers of passengers arriving/departing by airline per day, week, month,

year

 Types of aircraft.

 Maximum take-off weights of aircraft – commercial,.

 Overnight ramp parking –.

.



The type of financial reports could include includes:



 Airline destination fluctuation.

 Load factor.

 Airport traffic statistics.









Page 3

BERMUDA GOVERNMENT

DEPARTMENT OF AIRPORT OPERATIONS









Part Three:

PROPOSAL DOCUMENTS









Page 4

7 TABLE OF CONTENTS

TABLE OF CONTENTS .................................................................................................................. 5

1. RFP DOCUMENT CHECKLIST .............................................................................................. 6

2. COMPANY INFORMATION Including FINANCIAL INFORMATION ...................................... 8

3. PRICE QUOTATION............................................................................................................... 9

4. LIST OF HARDWARE AND SOFTWARE COMPONENTS ................................................. 11

5. TECHNICAL REQUIREMENTS AND TECHNICAL RESPONSE ........................................ 11

6. VENDOR‘S QUALIFICATIONS AND EXPERIENCE ........................................................... 12

7. PROJECT TEAM AND RELATED EXPERIENCE ............................................................... 13

8. SUBCONTRACTOR LIST..................................................................................................... 14

9. PROJECT TIMELINE AND IMPLEMENTATION PLAN ....................................................... 15

10. SOFTWARE LICENSE, MAINTENANCE AND WARRANTY AGREEMENTS .................... 16









Page 5

RFP DOCUMENT CHECKLIST

Proposal Form #1





Instructions: This document must be signed and submitted with Proposal.



1. DOCUMENT CHECKLIST _______



2. COMPANY and FINANCIAL INFORMATION _______



3. COST (See element D of Instructions to Proponents) ______



4. SUMMARY LIST OF HARDWARE AND SOFTWARE COMPONENTS

_______



5. TECHNICAL RESPONSE (See element A of Instructions to Proponents)

_______



6. VENDOR‘S QUALIFICATIONS AND EXPERIENCE _______



7. PROJECT TEAM and RELATED EXPERIENCE _______



8. SUBCONTRACTOR LIST _______



9. PROJECT TIMELINE AND IMPLEMENTATION PLAN (See element C of

Instructions to Proponents) _______



10. SOFTWARE LICENSE, MAINTENANCE AND

WARRANTY AGREEMENTS _______



11. SYSTEM COMPONENTS AND ARCHITECTURE _______







CERTIFICATION:

I certify that as the authorized employee of the Company for this Contract, I have

read and understand the Instructions to Bidders, have examined the Proposal

Documents, and have complied with these Documents and the implied intent

thereof:





Name: _______________________________________





Page 6

Company:____________________________________









Page 7

COMPANY INFORMATION Including FINANCIAL INFORMATION

Proposal Form #2





The undersigned Bidder has familiarized itself with the nature and extent of the,

Request for Proposal for the installation of a Common Use Terminal Equipment

System, drawings, local physical conditions, and accepts all of the terms and

conditions of the Request for Proposal. Based on the foregoing, Bidder proposes

and agrees to fully perform the work within the time stated and in strict

accordance with the Contract Documents for the sum of money listed on the

Price document number #3.





The proposal pricing will remain valid subject to acceptance 120 days after the

day of submission.





The pricing does not include any import or sales taxes, or duties.





Vendor agrees if this proposal is accepted, to enter into a Contract with the DAO

within ten (10) days after date of award.





Please provide audited financial statements, including balance sheets,

statements of income and changes in financial position for the last two fiscal

years. The audit must be performed by a certified independent public

accountant.



DATED this _______ day of ___________, 19____.



VENDOR: ________________________________

ADDRESS: _______________________________

_______________________________

_______________________________

ZIP CODE: _______________________________

PHONE: _______________________________

FACSIMILE: ______________________________



BY: ____________________

__________________________

(Signature) (Print Name, Authorized

Employee)









Page 8

PRICE QUOTATION

Proposal Document #3







Prices shall include shipping and delivery to Bermuda.





Prices shall be exclusive of all import and sales taxes and duties, however

vendor may be asked to finance these after award.





Proposal shall include unit pricing and extensions. In the case of a discrepancy

between the two, the unit price(s) shall govern.





Vendor shall offer both a one-time purchase of the CUPPS system as well as a

60 month financing option.



7.1 3.1 SUMMARY OF COMPONENT PRICES



ITEM PURCHASE 60-Month EQUIPMENT SUPPORT

PRICE FINANCING ONLY

OPTION

CUPPS Hardware and COTS

Software (see Technical

Specifications Section 8.6)

Installation, Training



Self Tagging Solution





Subtotal

Software License (5 Years)

Software Support (5 Years)

Hardware Maintenance (5

Years)

TOTAL









Page 9

LIST OF HARDWARE AND SOFTWARE COMPONENTS

Proposal Document #4





Please provide a detailed list of all hardware and software components and

quantities included in the Technical Specification Section 8.6



Component Quantity Unit Price Total Price









* Insert additional pages if needed









Page 10

TECHNICAL REQUIREMENTS AND TECHNICAL RESPONSE

Proposal Document #5





Please provide a detailed technical description of how the Vendor provided

solution meets the Technical Specifications. The written technical response must

include sufficient information to understand the proposed solution and its overall

effectiveness.









Page 11

VENDOR‘S QUALIFICATIONS AND EXPERIENCE

Proposal Document # 6





The Vendor shall identify a minimum of five (5) facilities where it has designed,

installed and operates a comprehensive common use systems of comparable

scope and complexity to the program being proposed by the DAO. Comparable

scope and complexity is defined by hardware quantities and number of airlines.





All facility reference sites shall have been in satisfactory operation with the

equipment furnished for a period of at least six (6) months.





All reference sites shall include:





Airport Location

Owner(s)

Reference Name

Reference Address

Reference Telephone Number

Reference Facsimile Number

Number of Gates and Ticket Counter Positions

Number of Airlines

Number of Kiosks and number of applications running.

Date System Operational









Page 12

PROJECT TEAM AND RELATED EXPERIENCE

Proposal Document # 7







Please list below the employees, including Project Manager, that will be assigned

to this contract and their related areas of responsibilities on the CUPPS project.

Please include a copy of each employee‘s Curriculum Vitae.





Name Area of Responsibility for BDA Project









Page 13

SUBCONTRACTOR LIST

Proposal Document # 8





Please provide names of all subcontractors Vendor intends to use if awarded the

project. Subcontractor information should include name, address, contact

representative, phone number, facsimile number and type of work, services or

products to be provided.





Also, please indicate whether or not any of them are Bermudian companies.





Subcontractor Name: __________________________________



Address: __________________________________



__________________________________



__________________________________



Phone Number: __________________________________



Facsimile Number: __________________________________



Contact Name: __________________________________



Bermudian Registered Company: _________ Yes __________ No



Work to be Subcontracted: _____________________________



________________________________________________________



_________________________________________________________









Page 14

PROJECT TIMELINE AND IMPLEMENTATION PLAN

Proposal Document # 9







The Vendor shall attach a proposed Project Timeline to comply with General Instructions Section

11 and tabulated activity breakdown, including, but not limited to, Design; Mobilization;

Installation; Testing; Training; Customer Acceptance; Completion of all Contractual

Requirements. The bar chart Timeline should also include the Proposed Start and Finish dates of

each activity.





Please list the order of activities that the Vendor proposes to accomplish the work or any other

logical order that will enable the DAO to monitor the work progress. All schedule durations

should be in Calendar Days. Vendor to provide milestones and proposed payment schedule .









Page 15

SOFTWARE LICENSE, MAINTENANCE AND WARRANTY AGREEMENTS

Proposal Document # 10





The Vendor shall provide a copy of their proposed software license, maintenance

agreement and written warranty.





The warranty shall warrant complete installation of the equipment, system and

software to be free from defects in materials and workmanship for a period of no

less then twelve (12) months starting from the completion of the final System

Operation Test. All warranty work shall be provided at no cost to the DAO.









Page 16

DRAFT TEMPLATE: Service Level Agreement (SLA)

Notes:

 The SLA template is meant to be a starting point and will need to be adjusted based on specific needs of

the parties involved.

 The primary purpose of a SLA is for the customer (Department of Airport Operations) to define what

levels of service are required of the platform provider (platform, system and equipment provider). The

SLA should not attempt to define how these requirements are to be satisfied. A separate document,

which the supplier prepares (a Service Delivery Plan), should detail how the SLA is executed.

 The SLA template is not limited to only airlines and airports. Any entities where a customer-platform

provider relationship of a CUPPS platform exists could leverage the use of this template (e.g. Hotel –

Airport, Car Rental Agency – Airport, Airline – Bagging Agency, Club – CUPPS provider, and Airline

- Hotel).

 For simplicity sake throughout the remainder of the document the customer will be referred to as the

Department of Airport Operations and the platform provider will be referred to as the platform, system

and equipment provider.

 The purpose of the SLA template is to provide a starting point and will need to be adjusted based on

potential differences between implementations. Items that are bracketed and placed in Italic are typical

items that should be reviewed (e.g. platform, system and equipment provider).

 SLAs between the platform, system and equipment provider and other third party CUPPS service

providers are not directly referenced in this SLA. The relationship between the platform, system and

equipment provider and third party CUPPS service provider should be addressed with a separate SLA

and contract.

 The SLA should not refer to any commercial considerations (such as the price of the service, the price

of spares, payment mechanisms or bonuses etc.) These should be covered by a formal contract, which

details the Department of Airport Operations normal standard terms & conditions. Authorised

company representatives (e.g. purchasing department head or a Director) normally sign the contract.

 Department of Airport Operations is likely to have individual and confidential contracts with the

supplier (if only because Department of Airport Operations terms & conditions are likely to be

different). However, this template offers the flexibility of being generic across a number of [customers]

and could thereby be adopted by many customers and attached as an appendix to the individual

contracts.

 The SLA should not stipulate numbers of staff & supervisors, shift patterns or other resourcing aspects.

 The signatures contained herein shall confirm full and final acceptance by the parties to the SLA.

 Any and all subsequent modifications to this SLA shall be communicated and managed by and between

the parties by an exchange of correspondence or in a manner that is otherwise agreed upon by the

signatory parties.









Page 17

PART FOUR - Service Level Agreement (SLA)



between platform, system and equipment provider and

Department of Airport Operations operating

out of L.F. Wade International Airport for the



Common Use Passenger Processing System





This Service Level Agreement is attached to the CUPPS contract between Department of Airport

Operations and platform, system and equipment provider



Approvals:

Name Signature Date



The customer:



Aaron Adderley



General Manager



Department of Airport Operations



Government of Bermuda



The supplier:



[name of supplier]



[title/position in company/airport]



[identify airport/company]





Document version control {to illustrate document development - can be deleted once signed}

Version Date Reason for change (description of, and reference to, Author

key changes)

Draft 1 Jan 09 First draft for RFP inclusion A. Francis









Author: C. Anthony Francis

Date: 21st January 2009









Page 18

CONTENTS



1 Agreement

2 Definitions

3 Scope of Agreement

4 Service Levels

4.1 Hours of Operation

4.2 Availability

4.3 System Response Times

4.4 Repair Levels

5 Reporting of Faults

5.1 Department of Airport Operations Fault Reporting Responsibility

5.2 Assignment of Security Levels

5.3 On-Site and Off-Site Support

6 Preventative Maintenance

7 Environment & Asset Management

7.1 Platform, system and equipment provider Local Area Network (LAN)

7.2 Physical Equipment

7.3 Workstation Peripherals

7.4 OS Patching

7.5 Virus Protection

8 Department of Airport Operations Responsibilities

9 Platform, system and equipment provider Responsibilities

10 Management of this SLA

11 Performance Review

12 Assumptions

13 Resolution of Conflict









APPENDICES:



A. Fault Data & Reports

B. Logical Network Diagram

C. A detailed list of the physical equipment that makes up the CUPPS Platform including

configuration type and platform, system and equipment provider locations

D. A detailed list of the peripherals that make up the various workstation configuration types

(e.g. ticket counter check-in positions, departure gate, baggage service office, and Skycap)









Page 19

1. AGREEMENT



This Service Level Agreement (SLA) is between the platform, system and equipment provider

and Department of Airport Operations. This SLA is intended to define the service levels and

response times the Department of Airport Operations can expect to experience while using

the CUPPS Platform and [platform provider’s] Local Area Network (LAN).



2. DEFINITIONS

2.1. Agreement

The Agreement is the contract between Department of Airport Operations and platform,

system and equipment provider entitled [exact Agreement title] and dated [Agreement

date] which provides the terms for the utilization of the CUPPS Platform and platform,

system and equipment provider solution on the Local Area Network (LAN) by the

Department of Airport Operations. Nothing in this agreement shall contravene or

supersede any other governing agreement between the parties.



2.2. Airline

Any commercial air carrier providing passenger service to and from the airport.





2.3. Availability

Availability is the readiness for use as set forth in the Agreement and this SLA, of the

LAN and CUPPS Platform, during operational hours. Specific criteria are defined in the

Availability section of the SLA.



2.4. Change Management

The process by which changes are reviewed and approved for implementation to the

CUPPS platform or other parts of the environment, such as the LAN. Change

Management may include, but not be limited to, requests for change, release

management, and configuration management and must conform to the Bermuda

Government Information Technology department change management standards (see

appendix).





2.5. Common Use Equipment

CUPPS equipment that is typically shared for use by multiple airlines at any given (or

specified) time.



2.6. Dedicated Equipment

Non-CUPPS Equipment that is located in the airline or customer back-office.





2.7. CUPPS

Common Use Passenger Processing Systems: An International Air Transport

Association (IATA) and Air Transport Association (ATA) initiative, based on IATA

Recommended Practice 1797, as approved by the Joint Passenger Services

Conference, at its annual meeting in October, 2007.









Page 20

2.8. CUPPS Platform

The CUPPS Platform includes:

2.8.1. CUPPS Servers

2.8.2. CUPPS Hardware for the above (including both external, such as casings, and

internal items such as motherboards, transformers etc.)

2.8.3. CUPPS Software (including system software, such as the database and server

operating system)

supporting all CUPPS Workstations.

2.8.4. CUPPS Workstation

2.8.5. CUPPS Platform cables including power leads and Local Area Network (LAN)

connection cables

2.8.6. CUPPS Platform Peripheral Manager Software



The CUPPS Platform excludes the following equipment:

2.8.7. Local Area Network segments, backbones and fiber cabling

2.8.8. Local Area Network (LAN) Cabling

2.8.9. Local Area Network active devices

2.8.10. Department of Airport Operations-provided servers or gateways

2.8.11. Department of Airport Operations-provided Wide Area Network segments,

backbones and connection devices



2.9. CUPPS Service

CUPPS Service is the maintenance and support of CUPPS Platform provided by the

platform, system and equipment provider and CUPPS third party service provider.



2.10. CUPPS Workstation

The CUPPS workstation consists of the agent facing equipment used at ticket counter

check-in position, departure gate, baggage service office, Skycap and other locations as

described within the Agreement and includes the following components:

2.10.1. PC including CPU, display device, keyboard and mouse

2.10.2. CUPPS peripheral device hardware including but not limited to:

* PRT printer

* BCR barcode scanner (must also be capable of functioning as a

boarding gate reader)

* OCR optical character reader

* RFID reader and/or encoders



2.11. Customer

Customer shall include any Department of Airport Operations user of the CUPPS

platform and related services or their designated handling agent.



2.12. Fault

Any condition which prevents the availability or the functionality of the LAN and/or

CUPPS Platform in respect to how a particular Department of Airport Operations

operates.



2.13. Local Area Network (LAN)

The cable and switch gear placed around the operational location by the platform,

system and equipment provider. See Appendix B.



2.14. Operational Hours

The time that the CUPPS Platform will be functioning, to include the CUPPS Service and

LAN as further defined in the Hours Of Operation section of the SLA.









Page 21

2.15. Outage

The time period during which there is a lack of LAN and/or CUPPS Platform functionality

or availability.



2.16. Planned Changes

Changes to the LAN and/or CUPPS Platform that are scheduled in advance.





2.17. Preferential Equipment

CUPPS equipment that is typically dedicated for use by a specific airline at any given (or

specified) time.



2.18. Preventative Maintenance

The proactive cleaning, adjustment and/or other servicing of component parts of the

LAN and/or CUPPS Platform to maximize reliability and availability.



2.19. Platform

Comprises common hardware, software, and networking infrastructure required to run

the CUPPS Applications.



2.20. Platform Provider

The entity that is responsible for ongoing provision and management of the Platform.

The Platform Provider could be an airport, airline or third party company.



2.21. Platform Supplier

The entity that provides any component of the Platform



2.22. System Changes

Modifications to existing LAN and/or CUPPS Platform. Implementation of a system

change may or may not involve an outage.



2.23. Unplanned Changes

LAN and/or CUPPS Platform changes that need to be made immediately to resolve an

Outage.



2.24. User

Any person, under the actual or apparent control of the Customer, accessing or utilizing

the CUPPS Platform.







3. SCOPE OF AGREEMENT



The scope of this SLA includes the minimum levels of service that the platform, system and

equipment provider (directly or through its third party service provider) will provide to the

Department of Airport Operations as described in this SLA.



The scope of this SLA shall not contravene or supersede any other governing agreement

between the parties.









Page 22

4. SERVICE LEVELS



The platform, system and equipment provider is only responsible for Service Levels which

are within the control of the platform, system and equipment provider.



4.1. Hours of Operation

Operational hours of the CUPPS Platform and Local Area Network (LAN) shall be [24

hours a day, 7 days a week, 365 days a year].

4.2. Availability

4.2.1. Availability: the Local Area Network (LAN) and CUPPS Platform will operate at a

mean monthly average availability of [99.8%] of operational hours. Planned

outages are considered non-operational and will not count against availability

calculations.

4.2.2. Safety: all devices shall be in compliance with all applicable local, state and

federal safety standards.



4.3. System Response Times

Response times are as set forth in the CUPPS Technical Specifications document in

section xxx.

For example:





SERVICE RESTORATION LIMIT SERVICE RESTORATION LIMIT

(Common Use equipment) (Preferential equipment)



Operational back-office Admin. back-office



97.5% of service failures restored 97.5% of service failures 75% of service failures

within 30 minutes restored within restored within

30 minutes 120 minutes





The following restoration limits shall apply to all Faults reported to the call centre during

Non-Operational Hours.



Fault repair times during non-Operational Hours



SERVICE RESTORATION LIMIT SERVICE RESTORATION LIMIT

(Common Use equipment) (Preferential equipment)





Operational back-office Admin. back-office



97.5% of service failures restored 97.5% of service failures 75% of service

within the earlier of the following: restored within the earlier of the failures restored

 150 minutes or following: within 120 minutes of

 30 minutes of the start of  150 minutes or the start of

Operational Hours  30 minutes of the start of Operational Hours

Operational Hours





7.1.1 It is expressly noted that the response times present in the CUPPS Technical

Specifications document are only applicable to the CUPPS Platform and the platform,

system and equipment provider Local Area Network (LAN). They specifically exclude

response times outside the CUPPS Platform and platform, system and equipment





Page 23

provider Local Area Network (LAN) such as the Wide Area Network (WAN) and/or the

[customer‘s] host(s).



7.1.2 In the event of perceived poor performance, it is the responsibility of the CUPPS

platform, system and equipment provider to demonstrate to the [customer‘s] satisfaction

that any delays in response times, which the platform, system and equipment provider

may believe to be due to response from the [customer‘s] host(s), are not the fault of the

CUPPS Platform and/or the [platform provider‘s] Local Area Network (LAN).



4.4. Repair Levels

Repair times apply to all CUPPS Platform and platform, system and equipment provider

Local Area Network (LAN), measured during operational hours. The percentages of

faults that are expected to be rectified within the repair time are defined in 4.4.1. CUPPS

Platform and 4.4.2. platform, system and equipment provider Local Area Network (LAN),

and will be measured over each calendar month. Faults will be logged and tracked by

the platform, system and equipment provider and reports, as further detailed in Appendix

A will be readily available to the Department of Airport Operations on request, with

mutual agreement as to the format and frequency of said reports.



Repaired faults will be logged once repaired, along with a calculated repair time. The

repair time shall be calculated by measuring the time from which the fault is initially

reported by the Department of Airport Operations to the time the fault is repaired and the

Department of Airport Operations is placed back in service. Fault repair times shall be

subject to review and validation by the Department of Airport Operations. All

calculations will be based on [platform provider’s] generated reports, however

[customer’s] records shall be considered if they differ significantly from [platform

provider’s] generated reports.



Where any contention for resources arises between faults at gates and any other

location, faults at gates will always take priority.



4.4.1. CUPPS Platform

The performance tables specify the systems used for the Department of Airport

Operations with Level 1 being the most severe.





Average

Severity Level Respond Mean Time to

Repair Type Case

Level 1 [15] minutes on [30 minutes] 25% or more of the CUPPS Platform is

average unavailable.

Level 2 [20] minutes on [1 hour] Major parts of the CUPPS Platform are

average unavailable, e.g. four or more monitors

are down or multiple gate/check-in

positions are unavailable.

Level 3 [30] minutes on [2 hours] Single parts of the CUPPS Platform are

average unavailable, e.g. three or less monitors

are down or a single gate/check-in

position is unavailable.

Level 4 [60] minutes on [3 hours] A single component is unavailable, e.g. a

average single Computer or Display is down or

any inconvenience that can be handled

by a work-around.



4.4.2. platform, system and equipment provider Local Area Network (LAN)

The performance tables specify the systems used for the Department of Airport







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Operations with Level 1 being the most severe.





Average

Severity Level Respond Mean Time to

Repair Type Case

Level 1 [15] minutes on [30 minutes] Local Area Network (LAN) is unavailable.

average

Level 2 [20] minutes on [1 hour] Major parts of the Local Area Network

average (LAN) are unavailable for the

[customer’s] use (e.g. 1 or more

switches).

Level 3 [30] minutes on [2 hours] Single parts of the Local Area Network

average (LAN) are not responding to the

[customer’s] interaction, e.g. computers

at counters are not receiving network

connections.

Level 4 [60] minutes on [3 hours] A single component on the Local Area

average Network (LAN) is unavailable

(computer), e.g. a single Computer is

down or any inconvenience that can be

handled by a work-around.









5. REPORTING OF FAULTS

5.1. Department of Airport Operations Fault Reporting Responsibility

The Department of Airport Operations is responsible for reporting faults to the platform,

system and equipment provider as soon as they occur together with all details, where

known and in accordance with any procedures as developed by the platform, system

and equipment provider.

5.2. Assignment of Severity Levels

Severity Levels are assigned using the type cases in 4.4.1. CUPPS Platform and 4.4.2.

platform, system and equipment provider Local Area Network (LAN).





5.3. On-Site and Off-Site Support

5.3.1. The platform, system and equipment provider shall provide on-site support

beginning at 1000 through 1830 with once a week commencing at 0600 through

1430. On-site support shall receive the [customer’s] calls and provide the

appropriate response within the defined respond and average mean time to

repair listed in 4.4.1. CUPPS Platform and 4.4.2. platform, system and equipment

provider Local Area Network (LAN).

5.3.2. All Department of Airport Operations calls outside of the defined on-site support

window will be addressed by the off-site hotline. Calls will be answered directly

or a page will be sent out for appropriate response within the defined respond

and average mean time to repair listed in 4.4.1. CUPPS Platform and 4.4.2.

platform, system and equipment provider Local Area Network (LAN).

5.3.3. Depending on the severity of the reported issue to either on-site or off-site

support, platform, system and equipment provider personnel shall alert the

appropriate on-call support personnel, including platform, system and equipment

provider engineering staff and Department of Airport Operations staff if

necessary.







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5.3.4. On-call support personnel will be equipped to access the system utilizing a

secure remote access into the CUPPS Platform and troubleshoot the platform

through the user interfaces available on that workstation. A CUPPS support

engineer will respond to issues according to the assigned severity level within the

respective timeframe listed in 4.4.1. CUPPS Platform and 4.4.2. platform, system

and equipment provider Local Area Network (LAN). If a solution is not

immediately available, the support engineer agrees to escalate the issue

according to the assigned severity level while still adhering to the time constraints

outlined in 4.4.1. CUPPS Platform and 4.4.2. platform, system and equipment

provider Local Area Network (LAN).



6. PREVENTATIVE MAINTENANCE



6.1. The platform, system and equipment provider shall ensure that preventative

maintenance is performed to deliver availability of [99.8%] of Operational Hours.

6.2. The platform, system and equipment provider shall, on a continuing basis, identify

expected equipment usage loads and will follow or exceed equipment manufacturer

recommendations for preventative maintenance.

6.3. The platform, system and equipment provider shall prepare Preventative Maintenance

Timetables to ensure that they meet equipment manufacturers recommendations.. The

platform, system and equipment provider shall provide the Department of Airport

Operations with these timetables and shall provide a report showing all work

accomplished and any items where the schedule was not achieved on a monthly basis.

6.4. The platform, system and equipment provider shall provide details to the Department of

Airport Operations as to how the on-site support team will perform the service including

the identification of shifts, locations, and other information at the Department of Airport

Operations request.

6.5. The platform, system and equipment provider shall ensure Preventative Maintenance is

only performed on CUPPS Equipment while not in use if possible and in such a way that

it will not affect the Service Levels or disrupt Department of Airport Operations operation.

6.6. The platform, system and equipment provider shall proactively replenish consumables

as required. This may be from a consumables stockpile provided by the platform, system

and equipment provider itself or by the Department of Airport Operations.

6.7. The platform, system and equipment provider acknowledges that the Department of

Airport Operations has the right to perform audits on preventative maintenance

completed against the schedule.

6.8. The platform, system and equipment provider agrees that a failure to meet the agreed to

Preventative Maintenance schedule will be regarded as a service failure. The platform,

system and equipment provider shall provide an explanation and a formal written action

plan to resolve any issue identified to the Department of Airport Operations (within three

(3) days).





7. ENVIRONMENT & ASSET MANAGEMENT



7.1. platform, system and equipment provider Local Area Network (LAN)

The platform, system and equipment provider Local Area Network (LAN) logical

definition and points of demarcation are in Appendix B.

7.2. Physical Equipment

A detailed list of the physical equipment that makes up the CUPPS Platform including

configuration type and platform, system and equipment provider locations are included

in Appendix C. Equipment shall meet the minimum CUPPS standard as defined in the

CUPPS Technical Specification document section xxx.

7.3. Workstation Peripherals

The detailed list of the peripherals that make up the various workstation configuration







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types (e.g. ticket counter check-in positions, departure gate, baggage service office, and

Skycap) is included in Appendix D.

7.4. OS Patching

The platform, system and equipment provider will provide OS level patching on a

workstation and server level to ensure all OS providers patching and security

requirements are being applied per OS providers release schedule and guidelines.

7.5. Virus Protection

The platform, system and equipment provider will provide virus

protection updates for both the workstations and servers to ensure virus protection

definitions are up to date and are being applied per the virus protection software release

schedule and guidelines.





8. Department of Airport Operations RESPONSIBILITIES



8.1. Operate the CUPPS Platform in accordance with [platform provider’s] reasonable

operating procedures as specified to the Department of Airport Operations by the

platform, system and equipment provider.

8.2. Adhere to the standards as set forth in the CUPPS Technical Specification document on

the date of this SLA agreement.

8.3. Operate and maintain Department of Airport Operations equipment in accordance with

standard Department of Airport Operations business practices.

8.4. Report faults to the platform, system and equipment provider as soon as they occur

together with all details, where known and in accordance with any procedures as

developed by the platform, system and equipment provider.

8.5. For Change Management, the affected customer, if affected by the change, will agree

with the platform, system and equipment provider on a timetable for planned changes by

Department of Airport Operations or platform, system and equipment provider that

require platform, system and equipment provider involvement. platform, system and

equipment provider should provide the windows requested for change management,

however such scheduling is subject to other terms of this SLA.

8.6. When platform, system and equipment provider involvement is required, a requesting

Department of Airport Operations client shall submit a Change Request to the platform,

system and equipment provider, in a standardized form to be developed by the platform,

system and equipment provider, accompanied by a clear definition of requirements

and/or requests.

8.7. The Department of Airport Operations shall supply the platform, system and equipment

provider with all necessary Department of Airport Operations and user contact details.

Contact information should be reviewed [quarterly] to ensure information is kept up to

date.

8.8. Co-operate with the platform, system and equipment provider during problem

determination and resolution.



9. Platform, system and equipment provider RESPONSIBILITIES



9.1. Create and maintain the CUPPS Platform and Local Area Network (LAN) pursuant to

this SLA and the underlying agreement.

9.2. Adhere to the standards as set forth in the CUPPS Technical Specification document on

the date of this SLA agreement.

9.3. Provide all platform, system and equipment provider Local Area Network (LAN)

connectivity up to but not including the Department of Airport Operations equipment.

9.4. Provide a mechanism for fault reporting in an agreed upon format that can be leveraged

across multiple customers.

9.5. Diagnose and resolve faults pursuant to the CUPPS Platform and Local Area Network

(LAN) and assist Department of Airport Operations in identifying any other potential

causes of any fault. Provide a report of resolved issues.





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9.6. Carry out CUPPS Platform preventative maintenance to ensure a working environment

that meets Service Levels defined in 4.4.1. CUPPS Platform and 4.4.2. platform, system

and equipment provider Local Area Network (LAN). [Best practice is to follow

manufactures recommendations]

9.7. Provide a means of escalation, which is acceptable to the Department of Airport

Operations where an outage exceeds or is likely to exceed the period in the Service

Level defined in 4.4.1. CUPPS Platform and 4.4.2. platform, system and equipment

provider Local Area Network (LAN). Notify local Department of Airport Operations

contacts when outage exceeds or is likely to exceed the defined period.

9.8. Provide training to Department of Airport Operations and supplement training where

requested by Department of Airport Operations or where indicated as a result of

platform, system and equipment provider experience or data review.

9.9. Provide Change Management that conforms to the Bermuda Government Information

technology department standards (see appendix) including:

9.9.1. Ensuring a mechanism exists for processing change request from the

Department of Airport Operations, including identification of the origin of such

requests.

9.9.2. Keeping and reporting a detailed record of every change including description,

time and duration, to be made available to Department of Airport Operations

upon request.

9.9.3. Ensuring planned changes, which require a system outage, are agreed with by

the Department of Airport Operations and are performed on agreed dates to

minimize impact on the Department of Airport Operations .

9.9.4. a procedure to allow remote update capabilities by the airlines.

9.9.5. Agreeing with the Department of Airport Operations on a timetable of planned

changes by platform, system and equipment provider, which require work by

platform, system and equipment provider.

9.10. Perform Data Gathering and Reporting, including:

9.10.1. Gathering performance data relating to all Service Levels.

9.10.2. Providing monthly performance reports to the Department of Airport

Operations(see Appendix A for layout)

9.10.3. Providing raw data where requested (per specification).

9.10.4. Opening all methods used to meet this SLA to review by the Department of

Airport Operations or their representatives when requested.

9.10.5. Monitoring training responses and requests and reporting regularly on such data.

9.11. Conform to the Bermuda Government Information technology department standards on

data security.







10. MANAGEMENT OF THIS SLA



Following initial formal approval by the parties, in accordance with their respective required

internal processes, this SLA will be reviewed in the event that the [customer’s]/ platform,

system and equipment provider business or operational requirements change. This SLA will

not need to be formally amended for changes to Appendix A, B, C or D provided both parties

agree to them. E-mail confirmation of changes from the designated representatives of the

platform, system and equipment provider and Department of Airport Operations constitutes

agreement.



11. PERFORMANCE REVIEW



11.1. If the platform, system and equipment provider does not attain a figure within [10]

percent of the SLA target for fault repair times then the platform, system and

equipment provider shall propose a plan for meeting the SLA Target. The plan

shall be circulated to the Department of Airport Operations prior to the end of the

[second month].





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11.2. If the platform, system and equipment provider does not reach availability averages

in [two consecutive months] then the platform, system and equipment provider shall

propose a plan for meeting the SLA Target. The plan shall be circulated to the

Department of Airport Operations prior to the end of the [third month].



12. ASSUMPTIONS



Department of Airport Operations and platform, system and equipment provider and their

agents will adhere to their respective responsibilities as defined in this SLA.



The procedures, tools, reports, forms and staffing used to meet this SLA will be open for

review and detailed inspection by the Department of Airport Operations within [30 days] of the

date requested.



13. RESOLUTION OF CONFLICT



platform, system and equipment provider and Department of Airport Operations [generally an

Application Provider, though this could include an Application Supplier] will endeavor to work

amicably to resolve CUPPS issues and/or conflicts. In the event that a system issue or other

conflict exists—however caused—parties will meet together (either in person or via

conference call) at their earliest opportunity in an attempt to resolve the matter. This meeting

would most normally involve the site manager for the platform, system and equipment

provider, the Department of Airport Operations, and [could include the third part Platform

Provider]. The purpose of this meeting would be to ensure that all parties clearly understand

both the nature and substance of the issue at hand, as well as the related operational impact.

This group will establish a timeline for anticipated issue resolution. Information related to the

ongoing resolution effort will be shared with all parties in a timely manner, including any items

necessitating alteration to the established resolution timeline.



13.1. Should the matter not be resolved in accordance with the established timeline,

and/or if the above-referenced parties do not agree as to a timeline for resolution, the

method of resolution or the need for resolution, the matter will be escalated within each

respective organization. For both the platform, system and equipment provider and

Department of Airport Operations [and Platform Provider, where applicable], the matter

should rise to the level of a departmental/divisional head [for example, the CIO] and

should also include the [Business/Properties] representatives at the respective

organizations.



13.2. In the event of a continuing deadlock, the matter should rise to an agreed-upon

party in each organization. [For example, that person might be the Airport Director for

the platform provider]. [For the customer, it might be the CIO or Vice President of

Properties]. A final decision as to resolution path and a general anticipated timeline will

be resolved at this meeting, with communication back to all parties. These parties will

remain in direct contact until all agree that the matter has been adequately resolved.









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APPENDIX A: Fault Data & Reports



The following raw data will be provided for all faults:



 Time and date of call to platform, system and equipment provider

 Call reference (who, customer [airport/airline], contact information)

 Location of fault (unique location identifier)

 Details of fault reported

 Equipment type affected (listing of equipment covered)

 Engineer’s reference (who was assigned)

 Details of repair according to standard list of error codes

 Time and date fixed

 Engineer’s comment (especially if SLA time not met)

 An analysis of the event





Reports shall be submitted on a monthly basis.



NOTE: The following is a sample format for the report, using fictional

data, and is inserted herein for illustration purposes only.





CUPPS Platform Availability



Operational minutes per day 1440

Days per month 30

Total available minutes per month 43200

Number of platform faults 1

Minutes unavailable due to platform faults 30

Percentage platform availability 99.93% Target 99.8%



CUPPS Fault Repair Times



Number of faults during operational hours 398

Number of faults resolved within SLA time 327

Number of faults not resolved within SLA time 71

Number of faults not resolved within SLA time caused by failure of PROVIDER 38

SYSTEM Equipment

Percentage of CUPPS Provider faults cleared within SLA time 90.45% Target 90%









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APPENDIX B: Logical Network Diagram

7.1.3 Attach platform, system and equipment provider Local Area Network Diagram and

points of demarcation







APPENDIX C: Detailed List of Equipment



Attach detailed list of equipment. List should include configuration type and

platform, system and equipment provider location.





APPENDIX D: Detailed List of Workstation

Peripherals



Attach detailed list of workstation peripherals. List should include all peripheral

components by position type. The list should paint a clear picture of what

peripherals are attached to a specific location type.









Page 31

ITO Change Management Procedures

Change & Release Process Description



Version 1 – 17 Aug 08

This document describes the process to file and approve RFC’s and schedule associated releases into

production. It should be reviewed in conjunction with the Change & Release Flowchart. The document

describes the process generally and provides detail on the steps that will be built into Assyst, that is to

say the process that will be initiated when an RFC Ticket is filed.



Overview of Process

The user dept will file an RFC taking into consideration the advice of DSM and developers. It should be

noted that ITO can be the user department when the subject of the change is systems software or

hardware driven change.

Once filed an RFC ticket will be created. This ticket will be the same as present, but it will contain and

estimated date for promotion to production based on development/test time frame anticipated. It will

also highlight the risk mitigation plans regarding rollout and roll back, but again these processes will

need to be proven and tested prior to approval to Release into production.

Once RFC is approved this will result in a ticket for Infrastructure to build (or provide access to – in the

case of applications) environment in test lab.

The vendor/Infrastructure will develop solution based on requirements & direction of the User

Department. This will proceed to apha test level. The rollout/back up/ restore process must be

included the scope of this testing. This includes operations documentation of these processes.

Once Apha testing is complete then the User will send email to promote to Beta testing. This will be

considered by Change control who will create ticket authorizing promotion to Beta Test. Under the new

organization this may be addresses as a matter of routine (like pre approved for low risk projects).

Completion of Beta tests (control testing/use by sub set of user community) will initiate email from

users to promote to production. The beta test approval email from the user will trigger agenda item on

CAB agenda to consider and schedule Release that will result in a Build/Install ticket approving

installation into production.

The release will be installed/rolled out in accordance with CAB approval (date and time). This could be

an extended period for wide scale device deployments.

The process is now complete since user now has access to new release in production.



Process Steps to be built into Assyst

When the RFC is file the process initiated will contain the following phases/steps.

1. File & Investigate

1.1. DSM/Service Desk file ticket with RFC form attached.









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