· PDF fileVSAT Network Services Terms of Reference Page 4 of 52 1 Introduction 1.1 UNHCR The Office of the United Nations High Commissioner for Refugees (UNHCR) is a

Annex A

UNHCR -DIST

Terms of Reference for

VSAT Network Services

31 July 2012

version [2.0_Final ] Reference: RFP/2012/489

Notice of Confidentiality: This document, its appendices, and all annexes, are the property of the Office of the United Nations High Commissioner for Refugees (UNHCR). Use of the contents of this document, its appendices, and all annexes is provided to you for the sole purpose of responding to this Request for Proposal. It may not be otherwise copied, distributed or recorded on any medium, electronic or otherwise without UNHCR’s express written permission.

VSAT Network ServicesTerms of Reference

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Table of Contents

1 Introduction ..................................................................................................................... 4 1.1 UNHCR .................................................................................................................................... 4 1.2 DIST ......................................................................................................................................... 4 1.3 DIST Mission ........................................................................................................................... 5 1.4 DIST Organizational Context ................................................................................................... 5

2 Executive summary ........................................................................................................ 6

3 RFP Structure, Governance and Leadership ............................................................... 7 3.1 Governance & Project Management ....................................................................................... 7 3.2 RFP Leadership ....................................................................................................................... 7 3.3 Response Structure ................................................................................................................. 7

4 Terms of Reference and Statement of Work ................................................................ 8 4.1 Introduction .............................................................................................................................. 8 4.2 Statement of Work ................................................................................................................... 9

4.2.1 VSAT Bandwidth Categories ........................................................................................... 9 4.2.2 VSAT Site Access Categories ......................................................................................... 9 4.2.3 List of Current UNHCR VSAT Sites ............................................................................... 10 4.2.4 List of Additional UNHCR VSAT Sites ........................................................................... 12 4.2.5 The Capacity of Services (Multicasts) ........................................................................... 13 4.2.6 Back-Haul ...................................................................................................................... 14 4.2.7 Monitoring ...................................................................................................................... 14 4.2.8 Quality of Service........................................................................................................... 15 4.2.9 Material List (hardware), outstations. ............................................................................ 16 4.2.10 Link Budgets. ................................................................................................................. 19 4.2.11 Quick Deployment VSAT Kit. ......................................................................................... 19 4.2.12 Energy. .......................................................................................................................... 19 4.2.13 IP Addressing ................................................................................................................ 19

5 Contractor’s Services .................................................................................................. 20 5.1 Fault Management ................................................................................................................. 20 5.2 Maintenance .......................................................................................................................... 21

5.2.1 Preventive Maintenance ................................................................................................ 21 5.2.2 Corrective Maintenance ................................................................................................. 23 5.2.3 Scheduled Maintenance ................................................................................................ 23

5.3 Spare Parts and RMA ............................................................................................................ 23 5.3.1 Spare parts policy .......................................................................................................... 23 5.3.2 Return Merchandise Authorization ................................................................................ 24

5.4 Licensing ................................................................................................................................ 24 5.5 Staging, Shipment, Customs Clearance & Final Destination ................................................ 25

5.5.1 Staging ........................................................................................................................... 25 5.5.2 Shipments ...................................................................................................................... 25 5.5.3 Customs Clearance ....................................................................................................... 26 5.5.4 Transportation to final destination ................................................................................. 26 5.5.5 Site Survey .................................................................................................................... 26 5.5.6 Site Environment ........................................................................................................... 26

5.6 Moves, Adds, Changes & Deletions ...................................................................................... 27

6 Migration and (new) Installations ................................................................................ 28 6.1 Migration ................................................................................................................................ 28 6.2 New Installations ................................................................................................................... 28 6.3 Out-Of-Band .......................................................................................................................... 29 6.4 Acceptance Tests .................................................................................................................. 30 6.5 As Built documents ................................................................................................................ 32

7 Service Level Agreement ............................................................................................. 35 7.1 VSAT Outstation .................................................................................................................... 35 7.2 Hub ........................................................................................................................................ 35


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7.3 Backhaul ................................................................................................................................ 35 7.4 Service Violation Credits ....................................................................................................... 36

7.4.1 VSAT outstation. ............................................................................................................ 36 7.4.2 Hub ................................................................................................................................ 36 7.4.3 Backhaul ........................................................................................................................ 36

7.5 Response Time & Mean Time to Restore ............................................................................. 36 7.6 Network Parameters (Link Quality)........................................................................................ 36

7.6.1 Latency .......................................................................................................................... 37 7.6.2 Bit Error Rate ................................................................................................................. 37 7.6.3 Jitter and Packet Loss ................................................................................................... 37

8 Unified Communications ............................................................................................. 38 8.1 Avaya Nortel Business Communications Manager ............................................................... 38 8.2 Cisco Unified Communication Manager ................................................................................ 38 8.3 Voice Gateways ..................................................................................................................... 39 8.4 Video, On-Demand Services ................................................................................................. 39

9 Optimization .................................................................................................................. 41

10 Research and Development .................................................................................... 42 10.1 Contractor’s Capacity ............................................................................................................ 42 10.2 Technology Review ............................................................................................................... 42

11 Training & Certification ............................................................................................ 43 11.1 Technology Certification ........................................................................................................ 43 11.2 Industry Certification .............................................................................................................. 43

12 Financial Terms & Price Review ............................................................................. 44 12.1 Financial Component ............................................................................................................. 44 12.2 MRC Matrix ............................................................................................................................ 44 12.3 One Time Charge .................................................................................................................. 45 12.4 Financial Model...................................................................................................................... 45 12.5 Price Review .......................................................................................................................... 45 12.6 Alternative service and price offerings .................................................................................. 45 12.7 Submission of price information ............................................................................................ 46 12.8 Exit provisions ........................................................................................................................ 46

13 Bids Assessment ...................................................................................................... 47 13.1 Bids Analysis and Scoring ..................................................................................................... 47

14 Contractor’s Profile .................................................................................................. 48 14.1 General .................................................................................................................................. 48 14.2 Experience and Expertise ...................................................................................................... 48 14.3 References ............................................................................................................................ 48 14.4 Differentiators & Contractor’s Assets .................................................................................... 49

15 Compliance Matrix .................................................................................................... 50

16 Additional Information & Instructions .................................................................... 52


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1 Introduction

1.1 UNHCR

The Office of the United Nations High Commissioner for Refugees (UNHCR) is a United Nations (UN) agency mandated to protect and support refugees and Internally Displaced Persons (IDP) and assists in their voluntary repatriation, local integration or resettlement to a third country. Its headquarters are in Geneva, Switzerland.

The agency has 7,500+ national and international staff working in more than 350 offices in 110 countries.

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

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

For more information:

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

1.2 DIST

The Division of Information Systems and Telecommunications (DIST) will be the business owner of the UNHCR VSAT Network Services RFP described in the present document. The Division has recently undergone a major reform and a new organizational structure is now in place. The new DIST structure comprises three main branches - Business Relationship Management Service, ICT Operations Service, and Technical Authority Service. DIST is headed by the Chief Information Officer (CIO) and Director.

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

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

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


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1.3 DIST Mission

DIST supports the mission and strategic objectives of UNHCR’s business and aims to be the center of excellence for all ICT matters in the Organization.

The new DIST structure includes staff located at the Headquarters in Geneva, the ICT Service Center in Amman, Jordan, the Service Development Section in Budapest, Regional Hubs in Kuala Lumpur and Panama City as well as ICT staff scattered in the field – mainly in Africa, MENA and Asia. DIST’s Global Service Desk function will be supported by staff in Amman, Geneva, Kuala Lumpur, and Panama City. The Global Service Desk and hubs provide a single point of contact for all UNHCR technology users.

DIST also provides ICT training opportunities for staff in collaboration of the Global Learning Center (GLC) in Budapest.

1.4 DIST Organizational Context

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

While some of the outsourced infrastructure services are managed using contractual service level agreements (SLA) that govern the service delivery, most in-house services are largely delivered on a best-effort basis. Nonetheless the managed and in-house services are collectively meeting the basic ICT service needs of the organization.

The DIST reform aims to bring about a paradigm shift in the management of ICT services in the organization – a shift from a technology silo based structure to one that focuses on the delivery of comprehensive, up-to-date, and industry standard ICT services. A new organizational structure, adoption of industry-standard service management and governance processes, the introduction of managed services in some areas, and upgrade of the ICT infrastructure are the key areas of the Reform.


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2 Executive summary

The UNHCR Global VSAT Network constitutes the satellite segment of the Global Wide Area Network (G-WAN). Since its transition to a managed service in 2006, it has grown to address the communication needs of more than 125 field and deep field offices (as of Q2 2012). The terrestrial Wide Area Network (MPLS IPVPN WAN) services nearly an additional 60 locations in 27 countries. Other UNHCR offices are serviced via local ISPs (VPNs).

Accordingly - and in line with the standard UN procurement policy and DIST vision and strategy to continue using managed VSAT services - the CIO decided to launch an RFP to award a UNHCR service contract so that the selected supplier can be fully operational on the expiry of the current contract.

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


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3 RFP Structure, Governance and Leadership

3.1 Governance & Project Management

The CIO will exercise overall governance. For the migration and/or implementation phases, DIST will set up a Steering Committee composed of the CIO and other senior staff. The Steering Committee will appoint a Project Manager and will ensure operational governance.

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

3.2 RFP Leadership

The CIO will lead the UNHCR VSAT Network RFP project throughout its life cycle in close collaboration with the other DIST units that will be involved in the RFP process.

3.3 Response Structure

UNHCR would strongly suggest that your technical response strictly follows the section headings used in this document (sections 4 to 16). We believe this will ensure that you respond to all aspects of the RFP and that the evaluation teams are able to complete their evaluation on a like for like basis.


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4 Terms of Reference and Statement of Work

4.1 Introduction

The present section provides a high level description of the terms of reference and the statement of work. These are fully detailed in the subsequent sections.

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

UNHCR initially seeks the provision of dedicated space segments, in both directions, with no contention ratio. The design of the network will allow burst capabilities in both directions within specified CIR’s.

UNHCR seeks as an optional service, the dynamic availability of additional bandwidth on demand in both directions (uplink and downlink), for specific services such as videoconferencing.

The design of the current VSAT Network is based on MCPC/SCPC. UNHCR owns all the hardware (excluding satellites and Hub Station) constituting its current VSAT infrastructure. The bidders are encouraged to offer solutions based on platforms that offer better efficiencies in bandwidth utilization.

(i) DVB-S2/SCPC and/or Dynamic SCPC return (ii) Other technologies.

The current VSAT infrastructure has been upgraded in 2011. UNHCR will maintain the same ownership approach until further notice.

UNHCR expects an enterprise grade SLA for all the VSAT Network Components; RF and IP as well as the other segments. This SLA will be enhanced by an industry grade monitoring system that will cover the IP and the RF segments of the outstations. The SLA will also be supported by a proactive fault management platform, an aggressive preventive and corrective maintenance policy, a clear spare parts policy inclusive of prepositioned regional stocks of spare equipment, RMA etc. as described below.

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

UNHCR traffic is proactively managed through a Quality of Service (QoS) scheme applied directly at the router level. The QoS will prioritize the overall voice and data traffic as per requirements imposed by UNHCR and amended based on future needs.

UNHCR has deployed network optimization using Riverbed technology in 13 locations. DIST is also currently reviewing options to adopt comprehensive network-based optimization across its Global WAN (VSAT, MPLS, ISP) using other technologies. While bidders are expected to take this fact into consideration, the proposed solution should include a suggestion on alternative or complementary optimization techniques, fully integrated in the service delivery model.

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

UNHCR provides access to the Internet through its own gateways, however an alternative Internet breakout topology may be proposed. UNHCR may consider this option at a later stage.


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

UNHCR currently pursues a very active training and certification policy for its field ICT Staff. The bids will need to factor in a complimentary training per contract year for a maximum of 12 trainees, as per details provided in Section 11.

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

UNHCR expects the awarded contract to be completely open to other United Nations agencies and major NGOs recognized as such by UNHCR.

Optional VoIP will be included in the present RFP, terms of reference provided in Section 8.2 below.

Initially UNHCR will award a three (3) year contract subject to one year of satisfactory service excluding the initial six (6) months migration phase if required. The contract may be extended annually for an additional two (2) years for a maximum duration of five (5) years (3+1+1). A new RFP will be issued after five (5) years or earlier based on our satisfaction with the services provided by the Contractor.

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

UNHCR expects a technology review to occur in the second quarter of the second year of contract. UNHCR reserves the right to resort to non-commercial third party arbitration.

UNHCR expects an opt-out option on the basis of non-performance or convenience. This will be included in the final contract.

4.2 Statement of Work

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

4.2.1 VSAT Bandwidth Categories UNHCR runs currently 4 bandwidth categories, dedicated uplink and downlink:

Category H2, 1024 Kbps / 512 Kbps Category H2a, 1024 Kbps / 768 Kbps Category H3, 2048 Kbps / 1024 Kbps Category D 64Kbps/64Kbps (Voice Only)

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

Category I Site, is a UNHCR site where the contractor provides all the services defined in the contract without the use of UNHCR staff or resources.

Category II Site, is a UNHCR site where the contractor provides all services defined in the contract with the full contribution of UNHCR staff and resources, for on-site interventions, except for new installations.


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4.2.3 List of Current UNHCR VSAT Sites The following matrix provides the list of current VSAT sites, their bandwidth and their access categories:

Bandwidth

Country City BW

Category Access

Category Downlink Uplink

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


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Bandwidth

Country City BW

Category Access


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


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Bandwidth

Country City BW

Category Access


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

4.2.4 List of Additional UNHCR VSAT Sites The UNHCR VSAT Network has grown over the last few years and is expected to grow even further. The following new sites have been ordered from the current supplier and will be in progress of deployment through Q2 and Q3 of 2012, the list is not inclusive as other sites may be added during the RFP Process:

Bandwidth

Country City BW

Category Access


Syria Damascus H3 I 2048 1024 Malawi Lilongwe H2a I 1024 768 Democratic Rep. of Congo Kalemie H2a II 1024 768 North Sudan Mukjar H2a II 1024 768 North Sudan Mornei H2a II 1024 768 North Sudan Kadugli H2a II 1024 768 North Sudan Abyi H2a II 1024 768 South Sudan Kajo-Keji H2a II 1024 768 South Sudan Rumbek H2a II 1024 768


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Bandwidth

Country City BW

Category Access


South Sudan Nimule H2a II 1024 768 Lebanon Beirut H2a I 1024 768 Cameroon Bertoi H2a I 1024 768 Bangladesh Dhaka H2a I 1024 768 Bangladesh Cox’s Bazar H2a I 1024 768 Guinea Bissau Bissau H2a I 1024 768 Gambia Banjul H2a I 1024 768 Mali Bamako H2a I 1024 768

4.2.5 The Capacity of Services (Multicasts) The UNHCR Multicasts are currently built on Arabsat 5A (30.5ºE) and Telstar T-18 (138ºE) satellites. Currently all space segments are C-Band or Extended C-Band.

The bidders are free to choose Standard C and/or Ku Band or a hybrid solution for the new network.

The current Multicasts are dedicated to UNHCR with guaranteed data rates. The Multicasts are MCPC with separate SCPC return channel per site. The new solution should allow for larger multicasts utilizing DVB/S2 outbound carriers with dynamic SCPC return.

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

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

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

Country Location Site Code Satellite Orbital Pos. Transponder

Site ID TX Freq RX Freq DR UL DR DL Access Azimuth Elevation DR=Guaranteed Data Rate

Furthermore, the bids shall include a recapitulation matrix showing the following information with breakdown per satellite:

Multicast (e.g. UNHCR –XX) Total capacity of the Multicast (guaranteed Data Rate) in Kbps Number and Name of Sites in a given Multicast Total number of sites


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4.2.6 Back-Haul The bids will include the provision of a routed dedicated managed international private line from the Teleport(s) to UNHCR HQ in Geneva Switzerland. UNHCR is currently connected to the Raisting Teleport via an STM-1 (155Mbps) private line. The traffic from the Kapolei Teleport transits through the current providers Terrestrial Network to Raisting and then through the STM-1 private line to UNHCR HQ. The proposed private lines shall be equivalent or better.

The business continuity for the primary connection will be guaranteed by the SLA covering the teleport and back-haul services (please refer to the SLA section below). The contractor should propose a secondary managed back-haul with different routing from the teleport and to UNHCR HQs. The secondary back-haul should be a DS3 (45 Mbps) better.

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

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

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

4.2.7 Monitoring To ensure a consistently high level of service, the monitoring of the VSAT network parameters through enterprise grade platforms is compulsory - both at the IP and RF layers. The aim is to actively support the agreed SLA and minimize the mean time to restore (MTTR). In depth Fault and Incident Management topics are discussed in the SLA section below.

While UNHCR uses its own monitoring tools, UNHCR will have unconditional read only access to both platforms for its VSAT Network components. Both platforms will allow historical data retention on line and/or on demand for the whole duration of the contract.

On the IP layer the performance monitoring platform shall include the following features:

Monitor network performance indicators, such as bandwidth utilization, jitter, packet loss, latency, errors, discards as well as quality of service for any SNMP-enabled device on the VSAT network.

Monitor CPU load and memory utilization on network devices. Conduct detailed performance monitoring and analysis of network elements,

allowing a comprehensive overall view as well as real time access to the network information needed to troubleshoot, isolate, diagnose and repair problems.

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

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

Provide overall WAN Performance metrics for SLA Management. Provide VoIP Performance Monitoring including VoIP Jitter and MOS (future use). Provide period based (real time and historical) detailed graphic reports and

availability statistics using network parameters filters for a given site or a group of sites as well as bandwidth utilization per application priority (ref QoS below). Reports exportable to XLS and/or PDF.

Accessible through an HTTPS web portal. Send NetFlow data from all VSAT routers to the UNHCR NetFlow collector.


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On the RF layer the performance monitoring platform shall include the following features:

Enterprise Grade Monitor and Control (M&C) platform. Accessibility through an HTTPS web portal. In band and out-of-band monitoring of the modem and the UPS unit. Detailed granulation down to parameters of each device (monitored parameters to

be listed by contractor. Visual device status. Real Time and Historical graphical reports, per site, per device, per selected M&C

parameters. Threshold Alerts with email and (optional) sms interface. Integrated service management architecture enabling the creation of service

scenarios and associated hardware allowing the timely identification of service impacting alarms, avoiding duplication and facilitating problem resolution.

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

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

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

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

Voice Traffic, inclusive of signaling Priority 1 Real Time Video Traffic Priority 1 ERP Applications Priority 2 Corporate Email Priority 3 UNHCR Intranet Portals Priority 4 Browsing, Any Other Traffic No Priority (Default) The current QoS is done through Class Based Weighted Fair Queuing (CBWFQ) applied directly at the router level. The contractor has the opportunity of suggesting other QoS Schemes addressing UNHCR traffic priorities described above, subject to validation by UNHCR. The QoS policy will need to be flexible to allow new protocols.

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

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

kbps % kbps % Protocol kbps % kbps % Protocol

Total 768 1024 Ratio Total 1024 2048 Ratio

Voice 192 25% 192 19% 1.00 Voice 192 19% 192 9% 1.00

ERP 314 41% 419 41% 1.33 ERP 419 41% 832 41% 1.99

Email 30 4% 41 4% 1.37 Email 41 4% 79 4% 1.93

Intranet 15 2% 20 2% 1.33 Intranet 20 2% 34 2% 1.70

Management 27 4% 27 3% 1.00 Management 27 3% 27 1% 1.00

Committed 578 75% 699 68% Committed 699 68% 1164 57%

Up BW

H2a (8 voice channels)

Up BW Down BW

H3 (8 voice channels)

Down BW


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

kbps % kbps % Protocol kbps % kbps % Protocol

Total 768 1024 Ratio Total 1024 2048 Ratio

Voice 192 25% 192 19% 1.00 Voice 192 19% 192 9% 1.00

ERP 120 16% 360 35% 3.00 ERP 360 35% 832 41% 2.31

Email 30 4% 41 4% 1.37 Email 41 4% 79 4% 1.93

Intranet 15 2% 20 2% 1.33 Intranet 20 2% 34 2% 1.70

Management 27 4% 27 3% 1.00 Management 27 3% 27 1% 1.00

Video 384 50% 384 38% 1.00 Video 384 38% 384 19% 1.00

Committed 768 100% 1024 100% Committed 1024 100% 1548 76%

Up BW Down BW

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

Up BW Down BW

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

4.2.9 Material List (hardware), outstations. UNHCR has just completed a network wide hardware and bandwidth upgrade. The following tables give a high level hardware material list corresponding to the 2 VSAT Kits currently deployed in the field, the 2.4M kit and the 3.8M kit. It should be remembered that UNHCR currently uses a two modem configuration. However bidders may choose their own configuration. It is strongly recommended that vendors choose equipment available from multiple suppliers. If a vendor proposes proprietary equipment, it will be necessary to demonstrate the benefits of the system.

The materials list for new sites will have to take into consideration that the new UNHCR switch standard is the Cisco 3750x with PoE, and the routers are 2921 for 90% of the sites. The remaining 10% will utilize the 3945 router. The bidders are encouraged to provide equipment costs in a modular fashion with pricing for each component of the system. This is for major equipment components such as Antenna with NPM, BUC’s, LNB’s, modems, OOB, Cables and accessories and Power system.

UNHCR may also in the future have an external supplier manage the Cisco component of the VSAT network. Bidders are encouraged to look into the possibility of altering the demarcation of the responsibilities and manage the satellite component of the network.

In new installations, all sites will be 4PC 2.4M antennas and the system must have a 4Mbps uplink capacity on the 2.4M antennas.


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

VSAT Kit, 3.8m Antenna, Jumbo Multicast EnabledANTENNA KIT C-Band

3.8m C band Circular Pol VSAT AntennaProdelin Non penetrating Mount

BUC (N- Connector) C-band 5 WC-Band PLL LNBLMR-400 50-Ohm Coax

Cable AccessoriesANTENNA KIT -C-Planned

3.8m C band Circular Pol VSAT AntennaProdelin Non penetrating MountC Band Linear Feed Cross-Pol

BUC (N- Connector) C-band 5 WC-band PLL LNB - F connectorBelden 9292 RG11CoaxLMR-400 50-Ohm Coax

Cable AccessoriesRACK KIT

24U open relay RackRack Accssoriers

SATELLITE (Modem) KITComtech 570 L Turbo Board (QPSK 7/8) 2.4-2048 Kbps 4A BUC P/S [TX]Datum VSM-500L 1 Mbps TX DR - 29.52 Mbps RX DR LDPC 256~16k Block FEC [RX]. 100/240 VAC / 24 VDC, 4A BUC Rack Mount

UPS KITUPS 1500VAIsolation Transformer 1800W 115/230VCables and Accessories

REMOTE MANAGMENT KITSerial & Asynchronous High-Speed WAN Interface CardDial-In Modem

Localization KitCables , plugs and Accessories

LAN SWITCH KITCisco Catalyst 2960 24-Port 10 100 PoE Switch + 2 GigE

ROUTER KIT2811 Router, (2) FE (4) HWIC (2) PVDM, (1) NME, (2) AIM, IP Base 64F, 256D

8-Channel Packet Voice/Fax DSP Module2-Port Serial WAN Interface CardOne-port RJ-48 multiflex trunk - E1

Cables , plugs and Accessories


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

New VSAT Kit, 2.4m Antenna, Jumbo Multicast EnabledANTENNA KIT C-Band

Prodelin 1244 Series 2.4M C-Band Circular Pol.

1251/1244 series NPM

BUC N Connector C-band 5wC-Band PLL LNBLMR-400 50-Ohm Coax

ANTENNA KIT Planned C-BandProdelin 1244 Series 2.4M C-Band Circular Pol.

1251/1244 series NPM

C Band Linear Feed Cross-Pol

C-band 5W BUC - N ConnectorC-band PLL LNB - F connector

Belden 9292 RG11 U Coax

LMR-400 50-Ohm Coax

RACK KIT24U open relay RackRack Accssoriers

SATELLITE (Modem) KIT

Comtech 570 L Turbo Board (QPSK 7/8) 2.4-2048 Kbps 4A BUC P/S [TX]Datum VSM-500L 1 Mbps TX DR - 29.52 Mbps RX DR LDPC 256~16k Block FEC [RX]. 100/240 VAC / 24 VDC, 4A BUC Rack Mount

UPS KIT

UPS 1500VA

Isolation Transformer 1800W 115/230VCables and Accessories

REMOTE MANAGMENT KIT

Serial & Asynchronous High-Speed WAN Interface Card

Dial-In Modem

Localization KitCables , plugs and Accessories

LAN SWITCH KITCisco Catalyst 2960 24-Port 10 100 PoE Switch + 2 GigE

ROUTER KIT2811 Router, (2) FE (4) HWIC (2) PVDM, (1) NME, (2) AIM, IP Base 64F, 256D

8-Channel Packet Voice/Fax DSP Module

2-Port Serial WAN Interface CardOne-port RJ-48 multiflex trunk - E1

Cables , plugs and Accessories


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4.2.10 Link Budgets. The contractor shall provide full link budget charts for the entire UNHCR VSAT network, for the Teleport(s) and the VSAT outstations.

4.2.11 Quick Deployment VSAT Kit. The contractor shall confirm its ability to supply a type approved (Intelsat, Eutelsat) tri-band (C, Ku, X Band) based quick deployment kit. The kit should be transportable by commercial airlines means as accompanied baggage.

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

The contractor shall confirm their ability to provide the required power and backup for 6 hours for all the equipment. The bidder will also ensure that provision is made for grounding and lightening protection. The system should have SNMP capabilities. The contractor will be fully responsible for the power system and all power related failures. UNHCR will ensure that City or Generator power is provided.

4.2.13 IP Addressing UNHCR requires the contractor to provide 8 public IP addresses per site routable over its VSAT network through to UNHCR HQ core routers. UNHCR expects the contractor to confirm its readiness to migrate its IP global addressing scheme from IPv4 to IPv6, in due course.

The full UNHCR addressing plan will be shared with the successful bidder.


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5 Contractor’s Services

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

5.1 Fault Management

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

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

RFO = Reason For Outage (*) As the case may be, UNHCR may also report the fault; nevertheless SLA clocking will start from time of fault consigned in the monitoring system, not the time of its reporting. (**) Corrective Maintenance may require the dispatch of Provider / UNHCR Field Engineer (FE), spare parts (RMA). Clocking will be adapted accordingly (SLA section). (***) While it remains the duty of the service provider to integrate fault management into the overall SLA process, UNHCR reserves the right to challenge this integration either at the monthly SLA report or during an SLA overview meeting, within the SLA reporting year (SLA Section). The contractor will provide UNHCR with full access to an industry grade incident management portal where all Trouble Tickets (TT) are consigned and updated. RFO reports will also be published on this platform.

The bids will include a detailed fault management flow chart clearly indicating the processes involved and the ownership of each of them, along the general lines provided above.

It is desirable that the proposed incident management platform is compliant with a recognized industry model / standard (e.g. ITIL V3).

It is compulsory that the contractor’s Service Desk staff is fluent in English. Capacity for other languages spoken by UNHCR staff in the operations under VSAT coverage will be considered favorably.

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


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5.2 Maintenance

5.2.1 Preventive Maintenance Most of UNHCR outstations are located in harsh environments such as deserts, rain forests, etc. Despite the fact that all outdoor equipment has the correct mechanical IP rating, they are nevertheless subject all year round to extreme climatic conditions.

Preventive maintenance is an efficient tool to achieve sustainable operations and curb outages due to equipment and components failure.

The contractor shall factor in its offer a complete round of preventive maintenance for all UNHCR sites once per year, as of the end of the first year of the contract. The contractor shall have the liberty to decide the preventive maintenance plan; however this plan shall not exceed 2 months in length for a given preventive maintenance cycle and 12 months between two consecutive preventive maintenance cycles.

Preventive Maintenance shall not constitute as a down time in respect of the SLA calculations. It is however the contractor’s responsibility to indicate clearly and timely the impact of Preventive Maintenance on UNHCR VSAT network.

The contractor will perform the tasks described in the non-exhaustive matrix on the following page on an agreed case-by-case basis with the concerned UNHCR site. A final preventive maintenance report will be submitted to UNHCR.


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UNHCR VSAT network: Preventive Maintenance, List of TasksLocation

Country

Field Engineer

Date

Cabling Checked Comments

Inspection of all cables for visible damage

Inspection of all connectors for visible damage

Inspection of all connectors for moistureReplacement of weather proof tape / sealant

Antenna

Inspection of mount and structure

For NPM inspection of ballasts abd underlying roof

Tightening of bolts (after re-peaking)Cleaning of Dish

ODU

Inspection for visible damage on all components

Replacement of Feed Horn Cover

Checking of Look Angle for eventual obstruction

Ensure Safety Stickers are in placeChecking of all Grounding

IDU

Repeak and confirm Receive and Transmit signal levels

Inspect all connections to the modems

Check Grounding of all components

Adjust Site Power Levels

Inspection for visible damage on all components

Power Supply

Inspection of UPS Unit and Battery Pack levels

Inspection of Isolation Tranformer

Inspection (levels) of Primary Power Supply (Public)

Inspection (levels) of secondary Power Supply (Genset)

Inspection of changeover mechanism

Compatibility with Equipment Power Ratings

Grounding Value at all point

Out-Of-Band Equiment

Check Equipment inclusive of Anenna(s)

Check Connectivity

Miscellaneous

Inpection / completetion of all labels

Update of local ICT contacts

Provision of Detailed Report


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

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

Availability of spare parts is obviously also an important component of the SLA equation.

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

Corrective Maintenance shall is considered as down time in respect of the SLA calculations.

5.2.3 Scheduled Maintenance UNHCR acknowledges the service provider’s need to maintain all the segments of its network, directly or indirectly related the services provided to UNHCR. This will be referred to as “Scheduled Maintenance”. The bidder will provide a high level description of the tasks included in the Scheduled Maintenance.

Scheduled Maintenance shall not constitute as a down time in respect of the SLA calculations. It is however the contractor’s responsibility to indicate clearly and timely the impact of Scheduled Maintenance on UNHCR VSAT network.

5.3 Spare Parts and RMA

5.3.1 Spare parts policy As indicated above, UNHCR is currently running more than 125 VSAT stations. A large majority of the outstations are situated in deep field locations with limited access and logistics are further complicated by extreme climatic and security conditions.

In this respect and based on UNHCR’s extensive experience in dealing with deep field shipments as well as hardware failure statistics, the pre-positioning of sufficient VSAT spare parts spread across UNHCR operations is vital to support timely maintenance and repairs.

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

N’Djamena (Chad) 2 Kits Khartoum (Sudan) 1 Kit Juba (South Sudan) 1 Kit Kabul, Afghanistan 1 Kit Kinshasa, (DR Congo / Congo) 1 Kit Nairobi (Kenya, for East Africa) 2 Kits Dakar (Senegal, for West Africa) 2 Kits Amman (Jordan for the Middle East and Central Asia) 2 Kit Bangkok (Thailand, for South East Asia) 1 Kit Total number of Kits 13 Kits (~10%)


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

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

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

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

5.3.2 Return Merchandise Authorization The following is a high level process description covering the release of spare parts from the standby stock (ref section 5.3.1) and the related Return Merchandise Authorization (RMA).

Fault Management (section 5.1) process determines the need to dispatch a spare part.

The contractor’s incident reference as well as UNHCR GSD incident reference is consigned and recorded in TT history.

The nearest stock location is identified. UNHCR or the Contractor, as the case may be dispatches the spare part to the

location where it is needed. The faulty component is replaced and sent back to the contractor via UNHCR HQ.

The RMA is automatic. This process will need to be completed within 4 weeks maximum, beyond which the contractor may bill UNHCR for the spare part.

An equivalent part is sent to the storage location, directly, by the contractor, to replenish the stand by stock. This process will need to be completed within 4 weeks maximum, beyond which UNHCR may proceed to procure the spare part and bill the contractor accordingly, inclusive of shipment to its stand by destination.

It is understood and agreed that UNHCR will pay for the shipment of the faulty spare part to the contractor’s designated location and that the contractor will pay for the shipment of the replenishment part to its stand by destination.

It is the responsibility of UNHCR and the contractor to share the shipment AWB and the material list of the shipments.

UPS Battery packs will not be sent back for repair. The contractor will dispatch a replacement unit as soon as the stand by unit has been used, UNHCR will bear half of the shipment costs in this particular case.

All UPS battery packs will need to be changed during the 3rd preventive maintenance cycle.

The above will be factored in the monthly recurrent costs (MRC) of each site.

5.4 Licensing

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

Licensing is a complex process and varies drastically from one country to the other. UNHCR relies greatly on the contractor’s experience in the satellite industry, the different markets and with the relevant ministries to facilitate the license procedure. This applies


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equally to existing and new sites. UNHCR will co-operate diligently with the contractor at the field and HQs levels, using if necessary its UN privileges.

In that respect, the contractor is required to have a licensing department dedicated to such tasks. The contractor may have opted to delegate this function to a third party, subject to approval by UNHCR.

UNHCR will pay for all of its VSAT operating licenses.

5.5 Staging, Shipment, Customs Clearance & Final Destination

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

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

It is acknowledged that all the electronic components have been tested at the respective factories. However most of them have undergone shipment handling and storage before getting into the contractor’s custody. This could have altered their original state of operation.

Staging is a compulsory component of the service delivery process. UNHCR reserves the right to visit and inspect the contractor’s staging facility, as part of the due diligence process.

5.5.2 Shipments Shipment follows the staging phase. It is the contractor’s responsibility to ship and pay for the shipment of the ordered goods to a port of entry specified by UNHCR. All shipments should be made according to UNHCR’s instructions. UNHCR expects all deliveries to be DAP. CPT terms may be considered by UNHCR on a case by case basis. UNHCR will inform the contractor accordingly.

In some cases, the contractor will be asked to ship to HQ or any other UNHCR storage location worldwide.

The contractor is expected to advise whether its HQ base country is bound by embargo rules to / from a specific country.

The pricing for the shipment of equipment to site will be based on actual cost and without consolidation charges. Shipment of individual components will be dealt with on a case by case basis. UNHCR may require the contractor to group several orders and/or ship by surface to a designated sea port.

The contractor will share with UNHCR as soon as possible the AWB for the shipment with the packing list, the certificates of origin (as required) and the invoice sent along with the shipment. The contractor will send the shipping documents (AWB, packing list, invoice, relevant certificates) electronically to all UNHCR parties dealing with logistics at HQs and in the field prior or latest on the day of shipment. UNHCR will in due course provide the contractor with a list of logistics officers in UNHCR field locations and with timely updates.


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5.5.3 Customs Clearance UNHCR will use the early shipping documents to start the importation formalities. Any extra cost, demurrage etc. originating from missing or not correct shipping documents will be covered by the supplier. UNHCR will also pay customs duties if applicable.

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

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

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

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

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

Overall topology (Sketch). Customer Information:

Full Street address, main number etc. Site ICT focal point with full contact details. Alternate focal point with full contact details. Working hours and official holidays. Warehouse info (on-premises or off-premises). General info (general description, situation, access, weather)

Technical Information: Skyline description. Visibility to the satellite arc. Antenna position, mount type, base, layout. ODU; TX & RX equipment. IDU; Modems, Router, Switch, Interfaces. Energy equipment. IP PBX, general description. Server (Equipment) Room general info, lock, racks, A/C, fire equipment. Grounding Elements. Lightning protection, outdoor, indoor. Electronic pollution, Interference sources. Fencing.

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

Clean, dedicated and safe server (equipment) room for the IDU. Adequate lighting. Air Conditioning.


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Power feed from public and/or generator compatible with the contractor’s equipment power ratings. (ref power section)

Fire protection (suitable extinguisher as a minimum). Main grounding point. Lightning protection (indoor / outdoor). Access to UNHCR premises for the contractor’s representative for installation,

preventive and corrective maintenance.

5.6 Moves, Adds, Changes & Deletions

There will be no Moves, Adds, Changes & Deletions (MACD) fees to UNHCR during the first six months after start of the contract. The aim is to stabilize the new VSAT network and to allow transparent fine tuning if needed.

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

Commissioning of a new site: not applicable, included in new site OTC. Decommissioning of a site. Increase of Bandwidth. Decrease of Bandwidth. Capacity re-allocation, any beam to any beam, same satellite. Capacity re-allocation, any satellite to any satellite.


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6 Migration and (new) Installations

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

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

6.1 Migration

Migration is defined as a complete set of interventions, procedures, manpower, hardware, and software that will allow the contractor to move the current UNHCR VSAT Network onto the contractor’s platform and adapt it to the contractor’s standards.

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

Global Design / Engineering. Liaison with the current service provider for handover if required. Procurement, staging, and shipment of additional hardware if applicable, for the

outstation and the teleport. UNHCR will cover the customs clearance and the shipments to final destination. Sites Survey: UNHCR will assist the contractor on best effort basis. Travel of contractor’s field engineers to all sites for the migration. Hardware modification on site if applicable. Site preparation, including basic civil works (concrete platform) to install a non-

penetrating mount, and the ballasts. Electrical and signal grounding. UPS installation, Bidder will be responsible for all power related failures. Repointing, RF Commissioning and testing. Re-routing to Contractors IP network and final Commissioning. Inspection of Out-Of-Band (OOB) equipment if applicable. Acceptance Tests (AT) and As Built (AB) Documents. Handover to UNHCR and Ready for Service (RFS). The above is applicable to all current VSAT sites, Cat I and II. UNHCR will assist with

its own field engineers on best effort basis. It is the contractor’s responsibility to deliver a turnkey solution. While UNHCR acknowledges the fact that the migration is a complex endeavor, the current setup shall not constitute an obstacle towards full completion and success. The contractor shall provide an all-inclusive detailed one-time cost (OTC) for the migration of the current VSAT network onto its platform.

6.2 New Installations

A new installation is defined as a new VSAT kit installed in a new site that is not part of the current UNHCR VSAT Network. For the sake of calculations, all sites listed under section 4.2.4, above, except Damascus (Syria) and Rumbek (South Sudan) shall be considered as new sites.

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


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Global Design / Engineering. Procurement, staging, and shipment of hardware, for the outstation and at the

teleport. UNHCR will cover the customs clearance and the shipments to final destination. Sites Survey, UNHCR will assist the contractor on best effort basis. Travel of contractor’s field engineers to all sites for the new Installation. Site preparation, including basic civil works (concrete platform) to install a non-

penetrating mount, and the ballasts. Electrical and signal grounding. UPS installation, Bidder will be responsible for all power related failures. Pointing, RF / IP Commissioning and testing. Installation of the Out-Of-Band (OOB) equipment. Acceptance Tests (AT) and As Built (AB) Documents. Handover to UNHCR and Ready for Service (RFS). Above is applicable to all new VSAT sites, Cat I and II. UNHCR will assist with its

own field engineers on best effort basis. It is the contractor’s responsibility to deliver a turnkey solution. For the sake of standardization, maintenance and legacy expertise of UNHCR Field Engineers, the contractor will need to comply with the current architecture for the new sites. As stated in the scope of work above, the contractor has the option to propose and implement, at its own expense, a different solution, subject to validation and acceptance by UNHCR.

6.3 Out-Of-Band

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

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

PSTN line (analogue telco) GSM (GPRS) coverage

For the GSM network, a GSM base station is needed. UNHCR will facilitate the provision for the PSTN line or the GSM SIM subscription. The contractor is responsible for the payment of the costs associated with the line or SIM card.

Alternatively, if none of the terrestrial media is available, the contractor will use a mobile satellite station (MSS) for the OOB connection. The terminal will need to be a fixed model, e.g. an INMARSAT BGAN or a Thuraya IP terminal. Docking stations with removable handhelds are not acceptable. The coverage of both satellite networks will need to be taken into consideration for the final choice. UNHCR accepts a mix of solutions as they are already part of UNHCR’s service catalogue.

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

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


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6.4 Acceptance Tests

Upon migration or a new installation, the contractor’s Field Engineer (FE) will complete a series of Acceptance Tests (AT), and consign them into an AT Document that is signed by the contractor’s FE and the ICT representative of UNHCR. The completion of the AT indicates that the VSAT installation is in conformity with UNHCR expectations.

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


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Acceptance Tests (AT)

A) GeneralGeneral Info about the locationTest Date

GPS Co-ordinates

Brand / Type of Antenna with Off-Set angle

Ground Resistance, Soil Nature

Power Supply, Public Feed: VAC, Frequency, VLL (if 3 phase), VLN, VLG

Power Supply, Generator: VA, VAC, Frequency, VLL (if 3 phase), VLN, VLG

UPS Ratings

Charger / Inverter Ratings

B) Customer Site Data:UNHCR Representative

Contractor's Representative

UNHCR Site Street Address & Telephone

On site ICT Focal Point

Circuit ID (Contractor)

C) Pre-Migration Tests, Applications [for existing sites]Voice Calls: Site dial Peers

Test from VSAT site to HQ & vice versa

Test from VSAT site to another VSAT site & vice versa

PeopleSoft ERP throughput and user experienceGroupWise Email MTA2MTA

UNHCR Intranet: Download throughput and user experience

Internet: Download throughput and user experience

Iperf BW at TCP/IP Layer

Site in conditions to be migrated Yes / No

D) Pre-Migration Tests, Power Supply [for existing sites]Mains Input Voltage 160 – 276 VAC 227.6Vac

Grounding must be < 3.5 Ohms

Inspection of Power wires / cables used

E) Installation, OutdoorInspection of structural assembly

Antenna Azimuth / Elevation (North - South Hemisphere)

Ballast, weight and distribution over the NPN

Cables pipe / conduit

General site aspect

F) Installation, IndoorRack Positioned for good air circulation

UPS autonomy checked, 6 hours minimum

Inspection of UPS Auto shutdown

OOB connection

Internal Cabling / Wiring

IP PBX connection interface

G) DocumentationComplete Site diagram Outdoor and Indoor

Photos of installations, all components, Indoor & Oudoor

Modems, Router & Switch configurations

Serial numbers of all equipment, versions, and IOS

H) Post-Migration / New Installations Modems TestsBER test 2 hours min, receive channel, Internal or External BER Meterinternal Modem BER meter or an external BER tester. Bit pattern for the

BER shall be 10-9

Error Seconds (ES) shall be < 6

Severe Error Seconds (SES) shall be < 1

EFS shall be 99%

Eb /No (Db), to be specified

RSL (dBm), specify TX IF level

I) Post-Migration / New Installations Applications testVoice Calls: Site dial Peers

Test from VSAT site to HQ & vice versaTest from VSAT site to another VSAT site & vice versa

PeopleSoft ERP throughput and user experience

GroupWise Email MTA2MTA

UNHCR Intranet: Download throughput and user experience

Internet: Download throughput and user experience

J) Final AcceptanceNot Accepted (reasons clearly stated)

Accepted with Reserve (to be consigned)

Accepted without Reserve


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6.5 As Built documents

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

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

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

VSAT Components and Serial Number

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

Cables and their Length, Connectors

Transmit Cables Receive Cables Connectors (type)

Modem Parameters (values)

Eb/No Receive Level Transmit Level C/N

VSAT Antenna

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

Power Supply

Public Mains: Main rating (A), I or III phases, Average VAC, Frequency, VLN, VLL (3 phase), VLG, VNG.

Generator: Rating (KVA), Average VAC, Frequency, VLN, VLL (3 phase), VLG, VNG. UPS Ratings Charger / Inverter Ratings Isolation Transformer Ratings


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Photos, Antenna

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

Photos, ODU

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

Photos, IDU

Rack front Rack Back Rack Close up upper front Rack Close up lower front Rack Close up upper back Rack Close up lower back IF Cables in Rack (2 photos)

Photos, Cables Path and Conduits

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

Photos, Grounding

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


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

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

Photos, Spectrum Analyser (SA), Specific Plots Centered Multicast Reception Centered Satellite Beacon


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7 Service Level Agreement

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

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

At the outstation level the contractor’s demarcation line shall be at the managed switch interface towards UNHCR LAN and PBX. Alternatively this demarcation line is situated at the router’s interface towards UNHCR managed switch and PBX.

The following definitions will be used to calculate availability:

Availability is defined as Total Uptime minus Total Downtime, the whole divided by Total Uptime.

Power Down Time is defined as the total time where no external power is available. Scheduled Down Time is defined as down time related to scheduled maintenance. Clock Stop Time is defined as the total time where incident resolution cannot

resume because of reasons within UNHCR control and/or related to Force Majeure. Total Uptime is defined as total time per reporting period minus Power Down Time

minus Scheduled Down Time minus Clock Stop Time. Total downtime is defined as the total time between “incident raised” and

“incident Resolved”. Outage is defined any situation where the service level provided falls below the

established performance levels. An incident will be raised each time an outage occurs.

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

7.1 VSAT Outstation

The aggregate availability of all sites, with the agreed network parameters levels (section 7.5) will be 99.50 %. Given access complexity to some of the deep field sites, including to UNHCR personnel, UNHCR will tolerate individual site availability at 99.00%. The aggregate yearly availability (99.50%) should nevertheless be met at all times.

7.2 Hub

The aggregate yearly availability of the contractor’s Hub, Teleport(s), terrestrial backbones and Space Segments, will be 99.96%.

7.3 Backhaul

The aggregate yearly availability of the contractor’s backhaul (STM-1 or equivalent or better) to UNHCR HQs in Geneva, will be 99.96%.


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7.4 Service Violation Credits

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

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

If the aggregate availability of 99.5% is not met, the contractor is liable for 5% SVC of the aggregate annual MRC in lieu of the per site SVC described above. 0.1% is allowed as tolerance. The opt-out option will prevail.

The SVC will be refunded to UNHCR as a credit note on the first quarter MRC bill of the subsequent year.

7.4.2 Hub If in any 12 month period the aggregate availability of 99.96% is not met, the contractor is liable for 5% SVC of the aggregate annual MRC. 0.1 percent point is allowed as tolerance.

7.4.3 Backhaul If in any 12 month period the aggregate availability of 99.96% is not met, the contractor is liable for 5% SVC of the aggregate annual MRC. 0.1 percent point is allowed as tolerance.

7.5 Response Time & Mean Time to Restore

The contractor is expected to produce a matrix classifying the criticality factor of the incidents as a function of their impact on UNHCR operations and their urgency. This will determine the expected Mean Time to Restore (MTTR) for a given site.

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

Impact: less than 15% – between 15% and 50% - over 50% of sites Performance: Total loss of connectivity – Major performance issues – Minor

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

Finally the contractor is expected to produce a third matrix showing the expected Response Time for onsite intervention, per site, as a function of its regional offices, time to travel. The matrix will indicate the response time through to the capital cities of Category I sites, described in section 4.2.2 above.

7.6 Network Parameters (Link Quality)

The following Network Parameters apply for the availability calculations. A site will be considered unavailable (outage) when the measured Network Parameters (Monitoring) are below the agreed levels.


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7.6.1 Latency The latency (Round Trip Delay) shall be less than 600 mSec max between the hub and the remote edge routers. The contractor will advise in a separate table, the expected additional terrestrial latency as a function of the satellite, the teleport, the backbone and the backhaul. The aim is to have an overall expected latency figure per site, at the router level, to HQ, at the core router level. The contractor will advise how it will monitor and report latency.

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

7.6.2 Bit Error Rate The Bit Error Rate (BER) should not exceed 10-9 (BER ≤ 10 to the minus 9), 2% of the time, per month. It should be recalled that the BER is an integral part of the acceptance test document. The contractor will advise how it will monitor and report bit error rates.

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

15 ms max for Jitter, 5% of the time (WAN) < 1% for Packet loss

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

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


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8 Unified Communications

UNHCR initiated a network wide strategic move towards Unified Communications (UC) in 2007. UNHCR has a legacy Nortel technology. UNHCR’s core VoIP Networks in HQ are built on Avaya (Nortel) CS1000 HA release 7.5. VoIP Deployment in the field has been carried along 2 different streams described below. The Avaya platform will be replaced with a Cisco CUCM cluster in the near future

8.1 Avaya Nortel Business Communications Manager

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

The BCM provides the following UCC features:

Unified Messaging Message Forwarding Meet-Me Conferencing SIP Trunking CTI Integrated Intelligent Contact Center FindMe/FollowMe VoWLAN InTouch Federated Presence (with Microsoft Outlook)

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

8.2 Cisco Unified Communication Manager

In 2009 UNHCR initiated a UC pilot in Chad using Cisco’s Call Manager Express (CME). This solution has evolved as of 2011 to a Cisco Unified Communication Manager (CUCM) cluster release 8.5 hosted by the current VSAT service provider and distributed over the space segments to the 11 UNHCR offices in Chad. Cisco SRST feature is built on all remote ISR G2 routers. Fall-back will be via PSTN or GSM base stations when available, otherwise via MSS. 200+ IP phones will be running off the CUCM platform in the first phase.

At this stage the following services are being deployed or will be deployed by end Q3 2012:

VoIP, IP Teleconferencing, WLAN IP phones Voice Mail (Unity Virtual Machine) Presence VM Jabber (Collaboration)


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

From 2012 the Avaya BCM technology will gradually be replaced by the Cisco technology.

UNHCR expects the new contractor to operate and expand the CUCM platform described above. UNHCR will be responsible for the transfer of the platform to the new hosting location. The contractor will confirm if it has the capacity to operate, develop and expand the CUCM cluster described above.

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

Hosting of the CUCM cluster (Monthly Recurrent Cost, MRC) remote MACD for the IP phones with flat One Time Cost (OTC) RMA procedure for the IP phones MRC per IP (PoE) port (including cluster expansion and voice mail) OTC per IP phone (on basis of 7942G) Physical MACD done by UNHCR

Presence VM and Jabber platform will not be included at this stage into the service model.

8.3 Voice Gateways

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

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

8.4 Video, On-Demand Services

UNHCR operates its own videoconferencing platform based on Tandberg (Cisco) technology located in Geneva. UNHCR is actively assessing the opportunity to deploy fully managed and broader video services. In order not to monopolize additional bandwidth for limited


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video usage across the network, UNHCR is currently pursuing bandwidth on demand solutions. While this remains at the proof of concept stage, video on demand services are currently out of the scope of this RFP.

UNHCR may decide at a later stage to require Video on Demand services from the contractor. The contractor will confirm if it has the ability to provide such services, including but not limited to, Bandwidth on Demand, VC session billing, scheduling, session management, statistics, encryption, service desk support, etc.


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9 Optimization

The ultimate goal of UNHCR is to have a WAN Application optimization in its network that reflects the following basic rules:

Industry grade proven platform. VSAT network oriented (solid references required) Fully integrated with the core VSAT services, one-stop-shop, one SLA Modular, allowing full services while expanding with the VSAT network. Fully compatible with UNHCR types of traffic, present and future, including the

capability to cache and accelerate MS Exchange, OpenText LiveLink. Low CAPEX (zero CAPEX will be favorably considered), OPEX oriented solution. Capable to optimize NTLMv2 protocol between MS Windows 7 and MS Exchange and

newer versions of software. Provide file cache at field office level for software distribution to 100+ local

computers i.e. future Windows 7 service packs (350+ Mbytes), major antivirus engine upgrades (150+ Mbytes), upgrade to a higher versions of MS Office (800+ Mbytes), present and future UNHCR applications upgrade.

It is the contractor’s responsibility to factor in the UNHCR Network Architecture, the Applications Profiles to propose an optimal solution. The proposed solution will be tested at HQs and in 3 pilot sites chosen by UNHCR. Full deployment will be authorized when the Proof of Concept is validated by UNHCR.

As stated before, UNHCR has deployed a stand-alone enterprise grade solution based on Riverbed technology, StealhHead 550-H (small size sites) and StealHead 1050-M (medium sized sites), to the following locations:

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

Further deployment may be planned at a later stage. However as part of its infrastructure upgrade program UNHCR is also reviewing other WAN optimization and application acceleration solutions.


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10 Research and Development

10.1 Contractor’s Capacity

The VSAT market is constantly evolving. UNHCR acknowledges the fact that there are several possible technologies that match its requirements. UNHCR has nevertheless decided to focus on service delivery model based on end to end IP networking capabilities.

10.2 Technology Review

UNHCR and the contractor shall agree to meet no later than 12 months after the contract signature and then every 12 months to review the agreed VSAT design and technology used.

The Technology review shall take into account developments in the satellite technology market.

The technology review will yield a written report setting forth the findings and conclusions. UNHCR and the contractor shall then discuss the adoption of the suggested technology. The modalities will be detailed in the contract between UNHCR and the successful bidder.

UNHCR shall have the option to request arbitration by a third party, agreed upon with the contractor and paid by UNHCR, in case the outcome of the technology review is not satisfactory to UNHCR.

The contractor will clearly confirm in its bid, that it accepts the principle of technology review and arbitration.


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11 Training & Certification

As indicated before, UNHCR VSAT expertise is an integral part of the SLA process, built on Cat II sites. UNHCR has developed an aggressive VSAT training policy for its Field Engineers, along two complementary lines, Technology Certification and Industry Certification.

11.1 Technology Certification

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

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

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

All trainees will have to pass a certification test to be considered as certified FEs. The Technology Certification curriculum will be agreed upon between the contractor and UNHCR.

11.2 Industry Certification

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

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

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

GVF 510, Core Skills for VSAT installers GVF 520, Satellite Communications Fundamentals GVF 521, Practical Techniques for VSAT installers HOST, Hand-On Skills Test Additional information can be found on the GVF Training portal.


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12 Financial Terms & Price Review

12.1 Financial Component

This section describes how UNHCR proposes to structure the contractor’s remuneration for the VSAT services.

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

The Monthly Recurrent Costs (MRC) are defined as the monthly remuneration due by UNHCR under the contract for the totality of the VSAT and additional services included in the contract between UNHCR and the contractor. The MRC are calculated per month and billed per quarter in arrears. The MRC include the following:

The Space Segments The Teleport Services The Network Operating Centre (NOC) The Backhaul(s) from the contractor’s teleport(s) to UNHCR HQs in Geneva The contractual SLA and QoS The Preventive Maintenance The Corrective Maintenance The Scheduled Maintenance The Fault / Incident Management Platform, inclusive of monitoring The Spare Parts Management inclusive of RMA and stand-by Spares as defined in

Section 5.3. The Hardware, Software, and Firmware full Life Cycle management The Account Management, inclusive of a dedicated Account Manager to UNHCR The training sessions as defined in section 11 above The VoIP PoE port

UNHCR expects the MRC for Cat II sites will be significantly less than the MRC for Cat I sites, given UNHCR direct involvement in the maintenance process.

12.2 MRC Matrix

The Matrix in Annex B1 will be used by the contractor to reflect charges per site and per month for the VSAT services described above. All items listed in section 12.1 above will be included in the MRC. They should not be listed separately.

The matrix in Annex B2 assumes the provision of dedicated space segments, in both directions, with no contention ratio.

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

For the recurrent costs (RC) related to the VSAT Quick Deploy Kit, The bidder shall use the the table in Annex B3.

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

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


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Current platform (200 IP ports): MRC per VoIP / PoE port Global platform (2500 IP ports): MRC per VoIP / PoE port

12.3 One Time Charge

The bidder shall provide the One Time Cost (OTC) charges for the equipment and services as Annex B2.

12.4 Financial Model

The prevailing financial model includes two main sectors, the One Time Cost (OTC) related to the procurement of a new VSAT station (2.4M Kits) and the Monthly Recurrent Costs (MRC) including the cost of the space segments, the teleport services, the backhaul, the Network Operating Centre (NOC), maintenance, spare parts and Service Desk.

12.5 Price Review

UNHCR and the contractor shall agree to meet no later than 18 months after the contract signature and then every twelve months to review the agreed pricing, for all Bandwidth categories, included in the original contract and/or eventually introduced at a later stage.

The price review shall take into account the evolution of the market and technological conditions.

UNHCR shall have the option to request arbitration by a third party entity, agreed upon with the contractor, in case the new price proposal is not acceptable by UNHCR terms and/or in case the contractor decides to keep the same pricing levels.

A price review, will then be conducted, at UNHCR’s expense, by the third party entity to determine a benchmark standard, through a written report setting forth the findings and conclusions. UNHCR and the contractor will then convene to discuss the reviewed price. The modalities of the discussions will be detailed in the contract between UNHCR and the contractor.

The contractor will clearly confirm in its bid, that it accepts the principle of price review and arbitration.

12.6 Alternative service and price offerings

As mentioned above, the matrix in section 12.2 above assumes the provision of dedicated space segments, in both directions, with no contention ratio.

UNHCR is also interested to know alternative solutions the bidder believes it would provide the same/similar level of service at a reduced MRC, or an improved level of service at the same MRC. The contractor has the option to suggest other service / financial models (e.g. OPEX only) as an additional item. This does not waive the contractor’s obligation to respond to the RFP as per the current model (12.2 above).

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

As far as possible, any alternative solutions should use a copy of the matrix provided in section 12.2 above and should indicate parameters and the MRC per site based on your


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proposed alternative solutions. If a transition to any of these alternative solutions would require a migration process, the likely OTCs should also be indicated.

UNHCR will assess the merits of these solutions but will not use them in the initial financial evaluation of your submission – which will be based solely on the requested no-contention model.

12.7 Submission of price information

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

12.8 Exit provisions

Your submission must clearly specify the exit provisions in the event that the contract is not extended beyond the initial period, or in which it is terminated prior to the originally agreed end date. Your submission should also address how the cessation of a particular infrastructure or service originally within the agreed scope is handled (e.g. equipment becoming obsolete; UNHCR deciding to manage the application independently of the main contract). On termination of the service contract it must be clear that: · All data and code provided to the partner will be returned to UNHCR; · Any assets (software, hardware) provided to the partner will be returned to UNHCR; · The outgoing partner will assist UNHCR to transition to a new partner providing knowledge transfer and other services to ensure a no impact transition. UNHCR would expect to draw up an “exit plan” early in the engagement that clearly identifies the obligations of each party and the time required to execute that plan.


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13 Bids Assessment

13.1 Bids Analysis and Scoring

The analysis and scoring of bids is done along two separate processes, financial and technical. The technical component is weighted at 70% of the total score and the financial component at 30%. The assessment of technical component is divided into 4 major categories:

Assessing the company: history, structure, relevant references for similar services, understanding of the RFP, knowledge of UNHCR field environment, contractor’s office, NOC, distribution, R&D etc.)

Assessing the proposed solution from a technological standpoint Assessing the proposed solution from a service level standpoint Assessing the proposed solution from a project management standpoint (feasibility,

migration project plan, human resources, etc.) The technical matrix used for the assessment of the bids and the bidders is confidential and shall not be disclosed at any stage of the process nor beyond. The scoring is weighed and is done along the following four principles

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

UNHCR has set a number of indicators reflecting the core aspects of the required VSAT services. Noncompliance for two or more indicators will disqualify the bidder. The financial Matrixes will be used by the contractor to submit their offer. See Annexes B1, B2 and B3.


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14 Contractor’s Profile

The bidder’s careful attention is required throughout this section to understand UNHCR’s expectations from the company eventually taking over the UNHCR VSAT Network.

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

14.1 General

UNHCR expects the contractor to provide the following information and documents:

Brief company history (one page). Financial statements covering the last three years. Main Office and Field Offices. Web site. Current corporate structure and eventual expansion plans. Operational Structure (Field Engineers, NOC, Service Desk, Staging, Logistics and

Licensing). Hub Infrastructure (Teleports), MPLS Backbone, Internet Gateways, PSTN Voice

Gateways, Data Centers etc.

14.2 Experience and Expertise

UNHCR expects to receive summary resumes (not a full CV) of the contractors staff involved with the Implementation and post-implementation phases, including but not limited to:

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

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

14.3 References

UNHCR expects the contractor to provide three references on recently completed or ongoing works similar to the works described in the present RFP with the following information:

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

UNHCR reserves the right to call or write to the advised customers to seek additional information on the contractor and/or its services.


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14.4 Differentiators & Contractor’s Assets

As stated before, UNHCR works in very challenging and demanding environments and expects excellence in managed service delivery. This can only be achieved through a solid and flexible partnership.

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

UN experience & exposure Similar experience in harsh environments R&D Capacity & investment Hosting Capacity with Remote Management Access Field Structure (close to operations) Partnerships within the Industry Ownership Satellite coverage Teleports / Hubs Durable solutions, Green IT and carbon foot print (e.g. extensive VC usage)


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15 Compliance Matrix

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

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


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Compliance Matrix RFP SectionFul ly

Compl iant

Partia l ly

Compl iant

Not

Compl iant

The bidder

understands the UNHCR environment a l l

understands DIST miss ion al l

understands the RFP s tructure and the timel ines a l l

i s capable of offering al l the services described in the RFP al l

understands the current des ign / archi tecure of UNHCR VSAT nework 4.1

understands the current bandwidth categories 4

understand the current access categories 2

has noted the l i s t of UNHCR current VSAT outstations 4.2.2

has noted the l i s t of UNHCR planned VSAT stations 4.2.3

has understood the current Multicas t des ign 4.2.4

i s able to provide the ful l Multicas t info as per sample matrix 4.2.5

i s able to provide the described backhaul (s ) to UNHCR HQ in Geneva 4.2.6

i s able to provide the described monitoring platform 4.2.7

i s able to provide the des i red QoS 4.2.8

has noted the materia l l i s ts and i s able to supply accordingly 4.2.9

i s able to provide a l l the l ink budgets , teleport and outs tations 4.2.10

has noted UNHCR Quick Deploy VSAT and i s readi ly able to provide a s imi lar solution 4.2.11

has understood UNHCR power requirements 4.2.12

has understood UNHCR IP address ing needs and wil l provide accordingly 4.2.13

has made preparatory plans to shi ft from IPv4 to IPv6 address ing scheme in due course 4.2.13

i s able to provide the faul t management platform 5.1

has understood UNHCR requirements for preventive and corrective maintenance 5.2

has understood UNHCR requirements in terms spare parts and RMA 5.3

has understood UNHCR l i cencing requirements 5.4

has understood UNHCR expectations for the materia l cycle from s taging through del ivery 5.5

has understood UNHCR requirements for the s i tes survey 5.5.5

has understood UNHCR respons ibi l i ty for the s i te environment 5.5.6

has understood UNHCR requirements for MACD 5.6

has understood i ts obl igation for s i te migrations and new s i te ins ta l lation. 6.1 & 6.2

has understood UNHCR requirements for the OOB connectivi ty 6.4

has understood UNHCR requirements for the acceptance tests and documents . 6.4

has understood UNHCR requirements for the as ‐bui l t documents . 6.5

has understood and i s able to provide the reqired SLA. 7

has understood and i s able to provide the service levels . 7.1, 7.2 & 7.3

has understood UNHCR expectations in terms of service violation credi ts . 7.4

has understood i ts obl igations in terms of response time and MTTR. 7.5

wil l provide the response time and MTTR matrix required. 7.5

has understood i ts obl igations in terms of Network parameters thresholds . 7.6

wil l provide the required network parameters table. 7.6

has understood UNHCR expectations in terms of Unified Communications . 8

has undertood UNHCR voice gateways topology. 8.3

has understood UNHCR potentia l needs in terms of video services . 8.4

has understood UNHCR needs in terms of Optimization and the current setup. 9

has understood UNHCR expectations in terms of R&D 10.1

has understood i ts obl igation in terms of technology review. 10.2

has understood UNHCR expectations in terms of technology and industry tra ining. 11

has understood the MRC procedure and what i t includes . 12.1

wil l provide i ts financia l component for the MRC, inclus ive of QD VSAT. 12.2

has understood UNHCR expectations in terms of financia l model . 12.3

has understood i ts obl igations in terms of financia l review. 12.4

has understood the assessment and scoring procedure. 13

has understood UNHCR expectations in terms of i tsprofi le. 14.1 & 14.2

wil l provide the references required. 14.3

wil l advise the di fferentia l tors . 14.4

has ful ly fi l led the present compl iance matrix 15

has careful ly read and noted the additonal ins tructions . 16


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16 Additional Information & Instructions

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

It is the responsibility of the bidder to advise the minimum number of sites and/or volume of services it will accept, if such a requirement is needed. This requirement should be clearly detailed in the technical and the financial components.

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

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

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

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

UNHCR average Bandwidth usage is currently 40 Mbps on DL (Multicast) and 10 Mbps UL (return Channel). These figures do not include voice traffic between sites (1000 voice channels) and signaling traffic.

UNHCR wishes all participants a successful bidding.

Annex B1

Country City BW Category

Access Category

Downlink Uplink MRC (USD) Per Quarter (USD)

Afghanistan Gardez H2a I 1024 768

Afghanistan Herat H2a II 1024 768

Afghanistan Jalalabad H2a II 1024 768

Afghanistan Kabul H3 I 2048 1024

Afghanistan Kandahar H2a I 1024 768

Afghanistan Mazar H2a II 1024 768

Angola Luanda H2a I 1024 768

Benin Cotonou H2a I 1024 768

Burundi Bujumbura H3 I 2048 1024

Burundi Makamba H2a II 1024 768

Burundi Muyinga H2a II 1024 768

Burundi Ruyigi H2a I 1024 768

Cameroon Yaounde H2a I 1024 768

CAR Bangui H2a I 1024 768

Chad Abeche 1 H2a II 1024 768

Chad Abeche 2 H2 II 1024 512

Chad Amleyouna H2a II 1024 768

Chad Bahai H2a II 1024 768

Chad Daha H2a II 1024 768

Chad Danamadji H2a II 1024 768

Chad Farchana H2a II 1024 768

Chad Gore H2a II 1024 768

Chad Goz Beida H2a II 1024 768

Chad Guereda H2a II 1024 768

Chad Hareze H2a II 1024 768

Chad Iriba H2a II 1024 768

Chad Koukou H2a II 1024 768

Chad N'Djamena H3 I 2048 1024

Congo Betou H2a II 1024 768

Congo Brazzaville H3 I 2048 1024

Congo Impfondo H2a II 1024 768

Djibouti Djibouti H2a I 1024 768

DRC Baraka H2a II 1024 768

DRC Bukavu H2a II 1024 768

DRC Bunia H2a II 1024 768

DRC Dungu H2a II 1024 768

DRC Goma H2a II 1024 768

DRC Kinshasa H3 I 2048 1024

DRC Lubumbashi H2a I 1024 768

DRC Moba H2a II 1024 768

DRC Uvira H2a II 1024 768

Eritrea Asmara H2a I 1024 768

Gabon Libreville H2a I 1024 768

Ghana Accra H2a I 1024 768

Guinea Conakry H2a I 1024 768

Guinea Nzerekore H2a II 1024 768

Iraq Al-Walleed H2a I 1024 768

Iraq Baghdad H3 I 2048 1024

Iraq Basra H2a I 1024 768

Iraq Erbil H2a I 1024 768

Iraq Kirkuk H2a I 1024 768

Iraq Mosul H2a I 1024 768

Ivory Coast Abidjan H2a I 1024 768

Jordan Amman H3 I 2048 1024

Kenya Dadaab H2a II 1024 768

Bandwidth Contractor's Remuneration

RFP/2012/489 for provision of VSAT SERVICESMRC Matrix

Kenya Kakuma H2a II 1024 768

Kenya Nairobi BO H2a I 1024 768

Kenya Nairobi RSH H3 I 2048 1024

Kenya Somalia BO H2a I 1024 768

Kyrgyzstan Bishkek H2a I 1024 768

Kyrgyzstan Jalal Abad H2a I 1024 768

Kyrgyzstan Osh H2a I 1024 768

Liberia Monrovia H2a I 1024 768

Liberia Saclepea H2a II 1024 768

Mozambique Maputo H2a I 1024 768

Mozambique Nampula H2a I 1024 768

Myanmar Maungdaw H2a II 1024 768

Myanmar Yangon H2a I 1024 768

Nepal Damak H2a I 1024 768

Nepal Katmandu H3 I 2048 1024

Pakistan Islamabad H3 I 2048 1024

Pakistan Peshawar H2a I 1024 768

Pakistan Quetta H2a I 1024 768

Rwanda Kigali H2a I 1024 768

Senegal Dakar H2a I 1024 768

Sierra Leone Freetown H2a I 1024 768

Sierra Leone Kenema H2a I 1024 768

Somalia Bosasso H2a II 1024 768

Somalia Galkacyo H2a II 1024 768

Somalia Hargeisa H2a I 1024 768

Sudan Bor H2a II 1024 768

Sudan El Fasher H2a II 1024 768

Sudan El Geneina H2a II 1024 768

Sudan Habillah H2a II 1024 768

Sudan Juba H3 I 2048 1024

Sudan Kassala H2a II 1024 768

Sudan Khartoum H3 I 2048 1024

Sudan Malakal H2a II 1024 768

Sudan Nyala H2a II 1024 768

Sudan Torit H2a II 1024 768

Sudan Yambio H2a II 1024 768

Sudan Yei H2a II 1024 768

Sudan Zalingie H2a II 1024 768

Tanzania Dar Salaam H3 I 2048 1024

Tanzania Kasulu H2a II 1024 768

Tanzania Kigoma H2a I 1024 768

Tanzania Mishamo H2a II 1024 768

Tanzania Mpanda H2a II 1024 768

Tanzania Uliyankulu H2a II 1024 768

Togo Lome H2a I 1024 768

Turkmenistan Ashgabat H2a I 1024 768

Uganda Arua H2a II 1024 768

Uganda Gulu H2a II 1024 768

Uganda Hoima H2a II 1024 768

Uganda Kampala H3 II 2048 1024

Uganda Mbarara H2a II 1024 768

Uganda Pakelle H2a II 1024 768

Yemen Sana´a H2a I 1024 768

Zambia Lusaka H2a I 1024 768

Zambia Solwezi H2a II 1024 768

Zimbabwe Harare H2a I 1024 768

MRCTotal per Quarter

One Time Charge (OTC) OTC (USD)

Migration of the UNHCR VSAt network (all sites) onto the new platformOTC, all inclusiveNew InstallationsNew Site 2.4M 2Mbps maxNew Site 2.4M 4Mbps maxQuick Deployment KitMACDDecommissioning of a siteIncrease of BandwidthDecrease of BandwidthCapacity re-allocationResourcesFull Day Field Engineer (inclusive of flat rate travel)

One Time ChargesRFP/2012/489 for provision of VSAT SERVICES

Annex B2

RC Quick Deploy KitHigher EIRP Foot Print Uplink Downlink

Incremental 128Kbps per dayIncremental 128Kbps per weekIncremental 128Kbps per month

Lower EIRP Foot PrintIncremental 128Kbps per dayIncremental 128Kbps per weekIncremental 128Kbps per month

Recurrent Cost USD

Annex B3RFP/2012/489 for provision of VSAT SERVICES

Recurrent Cost

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CCOONNTTRRAACCTTSS FFOORR TTHHEE PPRROOVVIISSIIOONN OOFF SSEERRVVIICCEESS

CONTRACTS FOR THE PROVISION OF SERVICES REV.: JANUARY 2010

1. LEGAL STATUS OF THE PARTIES: The United Nations Office of the High Commissioner for Refugees

(“UNHCR”) and the Contractor shall also each be referred to as a “Party” hereunder, and:

1.1 Pursuant, inter alia, to the Charter of the United Nations and the Convention on the Privileges and Immunities

of the United Nations, UNHCR, as a subsidiary organ of the United Nations, has full juridical personality and

enjoys such privileges and immunities as are necessary for the independent fulfillment of its purposes.

1.2 The Contractor shall have the legal status of an independent contractor vis-à-vis UNHCR, and nothing

contained in or relating to the Contract shall be construed as establishing or creating between the Parties the

relationship of employer and employee or of principal and agent. The officials, representatives, employees, or

subcontractors of each of the Parties shall not be considered in any respect as being the employees or agents of

the other Party, and each Party shall be solely responsible for all claims arising out of or relating to its

engagement of such persons or entities.

2. SOURCE OF INSTRUCTIONS: The Contractor shall neither seek nor accept instructions from any authority external

to UNHCR in connection with the performance of its obligations under the Contract. Should any authority external to

UNHCR seek to impose any instructions concerning or restrictions on the Contractor’s performance under the Contract,

the Contractor shall promptly notify UNHCR in writing and provide all reasonable assistance required by UNHCR. The

Contractor shall not take any action in respect of the performance of its obligations under the Contract that may

adversely affect the interests of UNHCR, and the Contractor shall perform its obligations under the Contract with the

fullest regard to the interests of UNHCR.

3. RESPONSIBILITY FOR EMPLOYEES: The following provisions shall apply:

3.1 The Contractor shall be responsible for the professional and technical competence of the personnel it assigns to

perform work under the Contract and will select reliable and competent individuals who will be able to

effectively perform the obligations under the Contract and who, while doing so, will respect the local laws and

customs and conform to a high standard of moral and ethical conduct.

3.2 Such Contractor personnel shall be professionally qualified and, if required to work with officials or staff of

UNHCR, shall be able to do so effectively. The qualifications of any personnel whom the Contractor may

assign or may propose to assign to perform any obligations under the Contract shall be substantially the same,

or better, as the qualifications of any personnel originally proposed by the Contractor.

3.3 At the option of and in the sole discretion of UNHCR:

3.3.1 the qualifications of personnel proposed by the Contractor (e.g., a curriculum vitae) may be

reviewed by UNHCR prior to such personnel’s performing any obligations under the Contract;

3.3.2 any personnel proposed by the Contractor to perform obligations under the Contract may be

interviewed by qualified staff or officials of UNHCR prior to such personnel’s performing any

obligations under the Contract; and,

3.3.3 in cases in which, pursuant to Article 3.3.1 or 3.3.2, above, UNHCR has reviewed the qualifications

of such Contractor’s personnel, UNHCR may reasonably refuse to accept any such personnel.

3.4 Requirements specified in the Contract regarding the number or qualifications of the Contractor’s personnel

may change during the course of performance of the Contract. Any such change shall be made only following

written notice of such proposed change and upon written agreement between the Parties regarding such change,

subject to the following:

3.4.1 UNHCR may, at any time, request, in writing, the withdrawal or replacement of any of the

Contractor’s personnel, and such request shall not be unreasonably refused by the Contractor.

REV.: JANUARY 2010 GENERAL CONDITIONS OF CONTRACT FOR CONTRACTS FOR THE PROVISION OF SERVICES PAGE 2

3.4.2 Any of the Contractor’s personnel assigned to perform obligations under the Contract shall not be

withdrawn or replaced without the prior written consent of UNHCR, which shall not be unreasonably

withheld.

3.4.3 The withdrawal or replacement of the Contractor’s personnel shall be carried out as quickly as

possible and in a manner that will not adversely affect the performance of obligations under the

Contract.

3.4.4 All expenses related to the withdrawal or replacement of the Contractor’s personnel shall, in all

cases, be borne exclusively by the Contractor.

3.4.5 Any request by UNHCR for the withdrawal or replacement of the Contractor’s personnel shall not be

considered to be a termination, in whole or in part, of the Contract, and UNHCR shall not bear any

liability in respect of such withdrawn or replaced personnel.

3.4.6 If a request for the withdrawal or replacement of the Contractor’s personnel is not based upon a

default by or failure on the part of the Contractor to perform its obligations in accordance with the

Contract, the misconduct of the personnel, or the inability of such personnel to reasonably work

together with UNHCR officials and staff, then the Contractor shall not be liable by reason of any

such request for the withdrawal or replacement of the Contractor’s personnel for any delay in the

performance by the Contractor of its obligations under the Contract that is substantially the result of

such personnel’s being withdrawn or replaced.

3.5 Nothing in Articles 3.2, 3.3 and 3.4, above, shall be construed to create any obligations on the part of UNHCR

with respect to the Contractor’s personnel assigned to perform work under the Contract, and such personnel

shall remain the sole responsibility of the Contractor.

3.6 The Contractor shall be responsible for requiring that all personnel assigned by it to perform any obligations

under the Contract and who may have access to any premises or other property of UNHCR shall:

3.6.1 undergo or comply with security screening requirements made known to the Contractor by UNHCR,

including but not limited to, a review of any criminal history;

3.6.2 when within UNHCR premises or on UNHCR property, display such identification as may be

approved and furnished by UNHCR security officials, and that upon the withdrawal or replacement

of any such personnel or upon termination or completion of the Contract, such personnel shall

immediately return any such identification to UNHCR for cancellation.

3.7 Not less than one working day after learning that any of Contractor’s personnel who have access to any

UNHCR premises have been charged by law enforcement authorities with an offense other than a minor traffic

offense, the Contractor shall provide written notice to inform UNHCR about the particulars of the charges then

known and shall continue to inform UNHCR concerning all substantial developments regarding the disposition

of such charges.

3.8 All operations of the Contractor, including without limitation, storage of equipment, materials, supplies and

parts, within UNHCR premises or on UNHCR property shall be confined to areas authorized or approved by

UNHCR. The Contractor’s personnel shall not enter or pass through and shall not store or dispose of any of its

equipment or materials in any areas within UNHCR premises or on UNHCR property without appropriate

authorization from UNHCR.

4. ASSIGNMENT:

4.1 Except as provided in Article 4.2, below, the Contractor may not assign, transfer, pledge or make any other

disposition of the Contract, of any part of the Contract, or of any of the rights, claims or obligations under the

Contract except with the prior written authorization of UNHCR. Any such unauthorized assignment, transfer,

pledge or other disposition, or any attempt to do so, shall not be binding on UNHCR. Except as permitted with

respect to any approved subcontractors, the Contractor shall not delegate any of its obligations under the

Contract, except with the prior written consent of UNHCR. Any such unauthorized delegation, or attempt to do

so, shall not be binding on UNHCR.

4.2 The Contractor may assign or otherwise transfer the Contract to the surviving entity resulting from a

reorganization of the Contractor’s operations, provided that:


4.2.1 such reorganization is not the result of any bankruptcy, receivership or other similar proceedings;

and,

4.2.2 such reorganization arises from a sale, merger, or acquisition of all or substantially all of the

Contractor’s assets or ownership interests; and,

4.2.3 the Contractor promptly notifies UNHCR about such assignment or transfer at the earliest

opportunity; and,

4.2.4 the assignee or transferee agrees in writing to be bound by all of the terms and conditions of the

Contract, and such writing is promptly provided to UNHCR following the assignment or transfer.

5. SUBCONTRACTING: In the event that the Contractor requires the services of subcontractors to perform any

obligations under the Contract, the Contractor shall obtain the prior written approval of UNHCR. UNHCR shall be

entitled, in its sole discretion, to review the qualifications of any subcontractors and to reject any proposed subcontractor

that UNHCR reasonably considers is not qualified to perform obligations under the Contract. UNHCR shall have the

right to require any subcontractor’s removal from UNHCR premises without having to give any justification therefor.

Any such rejection or request for removal shall not, in and of itself, entitle the Contractor to claim any delays in the

performance, or to assert any excuses for the non-performance, of any of its obligations under the Contract, and the

Contractor shall be solely responsible for all services and obligations performed by its subcontractors. The terms of any

subcontract shall be subject to, and shall be construed in a manner that is fully in accordance with, all of the terms and

conditions of the Contract.

6. OFFICIALS NOT TO BENEFIT: The Contractor warrants that it has not and shall not offer any direct or indirect

benefit arising from or related to the performance of the Contract or the award thereof to any representative, official,

employee, or other agent of UNHCR. The Contractor acknowledges and agrees that any breach of this provision is a

breach of an essential term of the Contract.

7. INDEMNIFICATION:

7.1 The Contractor shall indemnify, defend, and hold and save harmless, UNHCR, and its officials, agents and

employees, from and against all suits, proceedings, claims, demands, losses and liability of any kind or nature

brought by any third party against UNHCR, including, but not limited to, all litigation costs and expenses,

attorney’s fees, settlement payments and damages, based on, arising from, or relating to:

7.1.1 allegations or claims that the possession of or use by UNHCR of any patented device, any

copyrighted material, or any other goods, property or services provided or licensed to UNHCR under

the terms of the Contract, in whole or in part, separately or in a combination contemplated by the

Contractor’s published specifications therefor, or otherwise specifically approved by the Contractor,

constitutes an infringement of any patent, copyright, trademark, or other intellectual property right of

any third party; or,

7.1.2 any acts or omissions of the Contractor, or of any subcontractor or anyone directly or indirectly

employed by them in the performance of the Contract, which give rise to legal liability to anyone not

a party to the Contract, including, without limitation, claims and liability in the nature of a claim for

workers’ compensation.

7.2 The indemnity set forth in Article 7.1.1, above, shall not apply to:

7.2.1 A claim of infringement resulting from the Contractor’s compliance with specific written instructions

by UNHCR directing a change in the specifications for the goods, property, materials, equipment or

supplies to be or used, or directing a manner of performance of the Contract or requiring the use of

specifications not normally used by the Contractor; or

7.2.2 A claim of infringement resulting from additions to or changes in any goods, property, materials

equipment, supplies or any components thereof furnished under the Contract if UNHCR or another

party acting under the direction of UNHCR made such changes.

7.3 In addition to the indemnity obligations set forth in this Article 7, the Contractor shall be obligated, at its sole

expense, to defend UNHCR and its officials, agents and employees, pursuant to this Article 7, regardless of

whether the suits, proceedings, claims and demands in question actually give rise to or otherwise result in any

loss or liability.


7.4 UNHCR shall advise the Contractor about any such suits, proceedings, claims, demands, losses or liability

within a reasonable period of time after having received actual notice thereof. The Contractor shall have sole

control of the defense of any such suit, proceeding, claim or demand and of all negotiations in connection with

the settlement or compromise thereof, except with respect to the assertion or defense of the privileges and

immunities of UNHCR or any matter relating thereto, which only UNHCR itself is authorized to assert and

maintain. UNHCR shall have the right, at its own expense, to be represented in any such suit, proceeding, claim

or demand by independent counsel of its own choosing.

7.5 In the event the use by UNHCR of any goods, property or services provided or licensed to UNHCR by the

Contractor, in whole or in part, in any suit or proceeding, is for any reason enjoined, temporarily or

permanently, or is found to infringe any patent, copyright, trademark or other intellectual property right, or in

the event of a settlement, is enjoined, limited or otherwise interfered with, then the Contractor, at its sole cost

and expense, shall, promptly, either:

7.5.1 procure for UNHCR the unrestricted right to continue using such goods or services provided to

UNHCR;

7.5.2 replace or modify the goods or services provided to UNHCR, or part thereof, with the equivalent or

better goods or services, or part thereof, that is non-infringing; or,

7.5.3 refund to UNHCR the full price paid by UNHCR for the right to have or use such goods, property or

services, or part thereof.

8. INSURANCE AND LIABILITY:

8.1 The Contractor shall pay UNHCR promptly for all loss, destruction, or damage to the property of UNHCR

caused by the Contractor’s personnel or by any of its subcontractors or anyone else directly or indirectly

employed by the Contractor or any of its subcontractors in the performance of the Contract.

8.2 Unless otherwise provided in the Contract, prior to commencement of performance of any other obligations

under the Contract, and subject to any limits set forth in the Contract, the Contractor shall take out and shall

maintain for the entire term of the Contract, for any extension thereof, and for a period following any

termination of the Contract reasonably adequate to deal with losses:

8.2.1 insurance against all risks in respect of its property and any equipment used for the performance of

the Contract;

8.2.2 workers’ compensation insurance, or its equivalent, or employer’s liability insurance, or its

equivalent, with respect to the Contractor’s personnel sufficient to cover all claims for injury, death

and disability, or any other benefits required to be paid by law, in connection with the performance of

the Contract;

8.2.3 liability insurance in an adequate amount to cover all claims, including, but not limited to, claims for

death and bodily injury, products and completed operations liability, loss of or damage to property,

and personal and advertising injury, arising from or in connection with the Contractor’s performance

under the Contract, including, but not limited to, liability arising out of or in connection with the acts

or omissions of the Contractor, its personnel, agents, or invitees, or the use, during the performance

of the Contract, of any vehicles, boats, airplanes or other transportation vehicles and equipment,

whether or not owned by the Contractor; and,

8.2.4 such other insurance as may be agreed upon in writing between UNHCR and the Contractor.

8.3 The Contractor’s liability policies shall also cover subcontractors and all defense costs and shall contain a

standard “cross liability” clause.

8.4 The Contractor acknowledges and agrees that UNHCR accepts no responsibility for providing life, health,

accident, travel or any other insurance coverage which may be necessary or desirable in respect of any

personnel performing services for the Contractor in connection with the Contract.

8.5 Except for the workers’ compensation insurance or any self-insurance program maintained by the Contractor

and approved by UNHCR, in its sole discretion, for purposes of fulfilling the Contractor’s requirements for

providing insurance under the Contract, the insurance policies required under the Contract shall:


8.5.1 name UNHCR as an additional insured under the liability policies, including, if required, as a

separate endorsement under the policy;

8.5.2 include a waiver of subrogation of the Contractor’s insurance carrier’s rights against UNHCR;

8.5.3 provide that UNHCR shall receive written notice from the Contractor’s insurance carrier not less than

thirty (30) days prior to any cancellation or material change of coverage; and,

8.5.4 include a provision for response on a primary and non-contributing basis with respect to any other

insurance that may be available to UNHCR.

8.6 The Contractor shall be responsible to fund all amounts within any policy deductible or retention.

8.7 Except for any self-insurance program maintained by the Contractor and approved by UNHCR for purposes of

fulfilling the Contractor’s requirements for maintaining insurance under the Contract, the Contractor shall

maintain the insurance taken out under the Contract with reputable insurers that are in good financial standing

and that are acceptable to UNHCR Prior to the commencement of any obligations under the Contract, the

Contractor shall provide UNHCR with evidence, in the form of certificate of insurance or such other form as

UNHCR may reasonably require, that demonstrates that the Contractor has taken out insurance in accordance

with the requirements of the Contract. UNHCR reserves the right, upon written notice to the Contractor, to

obtain copies of any insurance policies or insurance program descriptions required to be maintained by the

Contractor under the Contract. Notwithstanding the provisions of Article 8.5.3, above, the Contractor shall

promptly notify UNHCR concerning any cancellation or material change of insurance coverage required under

the Contract.

8.8 The Contractor acknowledges and agrees that neither the requirement for taking out and maintaining insurance

as set forth in the Contract nor the amount of any such insurance, including, but not limited to, any deductible or

retention relating thereto, shall in any way be construed as limiting the Contractor’s liability arising under or

relating to the Contract.

9. ENCUMBRANCES AND LIENS: The Contractor shall not cause or permit any lien, attachment or other encumbrance

by any person to be placed on file or to remain on file in any public office or on file with the United Nations against any

monies due to the Contractor or that may become due for any work done or against any goods supplied or materials

furnished under the Contract, or by reason of any other claim or demand against the Contractor or UNHCR.

10. EQUIPMENT FURNISHED BY UNHCR TO THE CONTRACTOR: Title to any equipment and supplies that may

be furnished by UNHCR to the Contractor for the performance of any obligations under the Contract shall rest with

UNHCR, and any such equipment shall be returned to UNHCR at the conclusion of the Contract or when no longer

needed by the Contractor. Such equipment, when returned to UNHCR, shall be in the same condition as when delivered

to the Contractor, subject to normal wear and tear, and the Contractor shall be liable to compensate UNHCR for the

actual costs of any loss of, damage to, or degradation of the equipment that is beyond normal wear and tear.

11. COPYRIGHT, PATENTS AND OTHER PROPRIETARY RIGHTS:

11.1 Except as is otherwise expressly provided in writing in the Contract, UNHCR shall be entitled to all

intellectual property and other proprietary rights including, but not limited to, patents, copyrights, and

trademarks, with regard to products, processes, inventions, ideas, know-how, or documents and other materials

which the Contractor has developed for UNHCR under the Contract and which bear a direct relation to or are

produced or prepared or collected in consequence of, or during the course of, the performance of the Contract.

The Contractor acknowledges and agrees that such products, documents and other materials constitute works

made for hire for UNHCR.

11.2 To the extent that any such intellectual property or other proprietary rights consist of any intellectual property

or other proprietary rights of the Contractor: (i) that pre-existed the performance by the Contractor of its

obligations under the Contract, or (ii) that the Contractor may develop or acquire, or may have developed or

acquired, independently of the performance of its obligations under the Contract, UNHCR does not and shall

not claim any ownership interest thereto, and the Contractor grants to UNHCR a perpetual license to use such

intellectual property or other proprietary right solely for the purposes of and in accordance with the

requirements of the Contract.


11.3 At the request of UNHCR, the Contractor shall take all necessary steps, execute all necessary documents and

generally assist in securing such proprietary rights and transferring or licensing them to UNHCR in

compliance with the requirements of the applicable law and of the Contract.

11.4 Subject to the foregoing provisions, all maps, drawings, photographs, mosaics, plans, reports, estimates,

recommendations, documents, and all other data compiled by or received by the Contractor under the Contract

shall be the property of UNHCR, shall be made available for use or inspection by UNHCR at reasonable times

and in reasonable places, shall be treated as confidential, and shall be delivered only to UNHCR authorized

officials on completion of work under the Contract.

12. PUBLICITY, AND USE OF THE NAME, EMBLEM OR OFFICIAL SEAL OF THE UNITED NATIONS OR

OF UNHCR: The Contractor shall not advertise or otherwise make public for purposes of commercial advantage or

goodwill that it has a contractual relationship with the United Nations or UNHCR, nor shall the Contractor, in any

manner whatsoever use the name, emblem or official seal of the United Nations or of UNHCR, or any abbreviation of

the name of the United Nations or of UNHCR in connection with its business or otherwise without the written

permission of UNHCR..

13. CONFIDENTIAL NATURE OF DOCUMENTS AND INFORMATION: Information and data that is considered

proprietary by either Party or that is delivered or disclosed by one Party (“Discloser”) to the other Party (“Recipient”)

during the course of performance of the Contract, and that is designated as confidential (“Information”)1, shall be held in

confidence by that Party and shall be handled as follows:

13.1 The recipient (“Recipient”) of such Information shall:

13.1.1 use the same care and discretion to avoid disclosure, publication or dissemination of the

Discloser’s Information as it uses with its own similar Information that it does not wish to

disclose, publish or disseminate; and,

13.1.2 use the Discloser’s Information solely for the purpose for which it was disclosed.

13.2 Provided that the Recipient has a written agreement with the following persons or entities requiring them to

treat the Information confidential in accordance with the Contract and this Article 13, the Recipient may

disclose Information to:

13.2.1 any other party with the Discloser’s prior written consent; and,

13.2.2 the Recipient’s employees, officials, representatives and agents who have a need to know such

Information for purposes of performing obligations under the Contract, and employees officials,

representatives and agents of any legal entity that it controls, controls it, or with which it is under

common control, who have a need to know such Information for purposes of performing

obligations under the Contract, provided that, for these purposes a controlled legal entity means:

13.2.2.1 a corporate entity in which the Party owns or otherwise controls, whether directly

or indirectly, over fifty percent (50%) of voting shares thereof; or,

13.2.2.2 any entity over which the Party exercises effective managerial control; or,

13.2.2.3 for UNHCR, a principal or subsidiary organ of the United Nations established in

accordance with the Charter of the United Nations.

13.3 The Contractor may disclose Information to the extent required by law, provided that, subject to and without

any waiver of the privileges and immunities of UNHCR, the Contractor will give UNHCR sufficient prior

notice of a request for the disclosure of Information in order to allow UNHCR to have a reasonable

opportunity to take protective measures or such other action as may be appropriate before any such disclosure

is made.

13.4 UNHCR may disclose Information to the extent as required pursuant to the Charter of the United Nations, or

pursuant to resolutions or regulations of the General Assembly or rules promulgated thereunder.

1 Information and data that is considered by UNHCR as proprietary and confidential includes, but is not limited to, data

pertaining to refugees and persons of concern to UNHCR.


13.5 The Recipient shall not be precluded from disclosing Information that is (i) obtained by the Recipient without

restriction from a third party who is not in breach of any obligation as to confidentiality to the owner of such

Information or any other person, or (ii) disclosed by the Discloser to a third party without any obligation of

confidentiality, or (iii) previously known by the Recipient, or (iv) at any time is developed by the Recipient

completely independently of any disclosures hereunder.

13.6 These obligations and restrictions of confidentiality shall be effective during the term of the Contract,

including any extension thereof, and, unless otherwise provided in the Contract, shall remain effective

following any termination of the Contract.

14. FORCE MAJEURE; OTHER CHANGES IN CONDITIONS:

14.1 In the event of and as soon as possible after the occurrence of any cause constituting force majeure, the

affected Party shall give notice and full particulars in writing to the other Party, of such occurrence or cause if

the affected Party is thereby rendered unable, wholly or in part, to perform its obligations and meet its

responsibilities under the Contract. The affected Party shall also notify the other Party of any other changes in

condition or the occurrence of any event which interferes or threatens to interfere with its performance of the

Contract. Not more than fifteen (15) days following the provision of such notice of force majeure or other

changes in condition or occurrence, the affected Party shall also submit a statement to the other Party of

estimated expenditures that will likely be incurred for the duration of the change in condition or the event of

force majeure. On receipt of the notice or notices required hereunder, the Party not affected by the occurrence

of a cause constituting force majeure shall take such action as it reasonably considers to be appropriate or

necessary in the circumstances, including the granting to the affected Party of a reasonable extension of time

in which to perform any obligations under the Contract.

14.2 If the Contractor is rendered unable, wholly or in part, by reason of force majeure to perform its obligations

and meet its responsibilities under the Contract, UNHCR shall have the right to suspend or terminate the

Contract on the same terms and conditions as are provided for in Article 15, “Termination,” except that the

period of notice shall be seven (7) days instead of thirty (30) days. In any case, UNHCR shall be entitled to

consider the Contractor permanently unable to perform its obligations under the Contract in case the

Contractor is unable to perform its obligations, wholly or in part, by reason of force majeure for any period in

excess of ninety (90) days.

14.3 Force majeure as used herein means any unforeseeable and irresistible act of nature, any act of war (whether

declared or not), invasion, revolution, insurrection, terrorism, or any other acts of a similar nature or force,

provided that such acts arise from causes beyond the control and without the fault or negligence of the

Contractor. The Contractor acknowledges and agrees that, with respect to any obligations under the Contract

that the Contractor must perform in areas in which UNHCR is engaged in, preparing to engage in, or

disengaging from any humanitarian or similar operations, any delays or failure to perform such obligations

arising from or relating to harsh conditions within such areas, or to any incidents of civil unrest occurring in

such areas, shall not, in and of itself, constitute force majeure under the Contract.

15. TERMINATION:

15.1 Either Party may terminate the Contract for cause, in whole or in part, upon thirty (30) day’s notice, in writing,

to the other Party. The initiation of conciliation or arbitral proceedings in accordance with Article 18

“Settlement of Disputes,” below, shall not be deemed to be a “cause” for or otherwise to be in itself a

termination of the Contract.

15.2 UNHCR may terminate the Contract at any time by providing written notice to the Contractor in any case in

which the mandate of UNHCR applicable to the performance of the Contract or the funding of UNHCR

applicable to the Contract is curtailed or terminated, whether in whole or in part. In addition, unless otherwise

provided by the Contract, upon sixty (60) day’s advance written notice to the Contractor, UNHCR may

terminate the Contract without having to provide any justification therefor.

15.3 In the event of any termination of the Contract, upon receipt of notice of termination that has been issued by

UNHCR, the Contractor shall, except as may be directed by UNHCR in the notice of termination or otherwise

in writing:

15.3.1 take immediate steps to bring the performance of any obligations under the Contract to a close in a

prompt and orderly manner, and in doing so, reduce expenses to a minimum;


15.3.2 refrain from undertaking any further or additional commitments under the Contract as of and

following the date of receipt of such notice;

15.3.3 place no further subcontracts or orders for materials, services, or facilities, except as UNHCR and

the Contractor agree in writing are necessary to complete any portion of the Contract that is not

terminated;

15.3.4 terminate all subcontracts or orders to the extent they relate to the portion of the Contract

terminated;

15.3.5 transfer title and deliver to UNHCR the fabricated or unfabricated parts, work in process,

completed work, supplies, and other material produced or acquired for the portion of the Contract

terminated;

15.3.6 deliver all completed or partially completed plans, drawings, information, and other property that,

if the Contract had been completed, would be required to be furnished to UNHCR thereunder;

15.3.7 complete performance of the work not terminated; and,

15.3.8 take any other action that may be necessary, or that UNHCR may direct in writing, for the

minimization of losses and for the protection and preservation of any property, whether tangible or

intangible, related to the Contract that is in the possession of the Contractor and in which UNHCR

has or may be reasonably expected to acquire an interest.

15.4 In the event of any termination of the Contract, UNHCR shall be entitled to obtain reasonable written

accountings from the Contractor concerning all obligations performed or pending in accordance with the

Contract. In addition, UNHCR shall not be liable to pay the Contractor except for those goods delivered and

services provided to UNHCR in accordance with the requirements of the Contract, but only if such goods or

services were ordered, requested or otherwise provided prior to the Contractor’s receipt of notice of

termination from UNHCR or prior to the Contractor’s tendering of notice of termination to UNHCR.

15.5 UNHCR may, without prejudice to any other right or remedy available to it, terminate the Contract forthwith

in the event that:

15.5.1 the Contractor is adjudged bankrupt, or is liquidated, or becomes insolvent, or applies for a

moratorium or stay on any payment or repayment obligations, or applies to be declared insolvent;

15.5.2 the Contractor is granted a moratorium or a stay, or is declared insolvent;

15.5.3 the Contractor makes an assignment for the benefit of one or more of its creditors;

15.5.4 a receiver is appointed on account of the insolvency of the Contractor;

15.5.5 the Contractor offers a settlement in lieu of bankruptcy or receivership; or,

15.5.6 UNHCR reasonably determines that the Contractor has become subject to a materially adverse

change in its financial condition that threatens to substantially affect the ability of the Contractor

to perform any of its obligations under the Contract.

15.6 Except as prohibited by law, the Contractor shall be bound to compensate UNHCR for all damages and costs,

including, but not limited to, all costs incurred by UNHCR in any legal or non-legal proceedings, as a result of

any of the events specified in Article 15.5, above, and resulting from or relating to a termination of the

Contract, even if the Contractor is adjudged bankrupt, or is granted a moratorium or stay or is declared

insolvent. The Contractor shall immediately inform UNHCR of the occurrence of any of the events specified

in Article 15.5, above, and shall provide UNHCR with any information pertinent thereto.

15.7 The provisions of this Article 15 are without prejudice to any other rights or remedies of UNHCR under the

Contract or otherwise.

16. NON-WAIVER OF RIGHTS: The failure by either Party to exercise any rights available to it, whether under the

Contract or otherwise, shall not be deemed for any purposes to constitute a waiver by the other Party of any such right or

any remedy associated therewith, and shall not relieve the Parties of any of their obligations under the Contract.


17. NON-EXCLUSIVITY: Unless otherwise specified in the Contract, UNHCR shall have no obligation to purchase any

minimum quantities of goods or services from the Contractor, and UNHCR shall have no limitation on its right to obtain

goods or services of the same kind, quality and quantity described in the Contract, from any other source at any time.

18. SETTLEMENT OF DISPUTES:

18.1 AMICABLE SETTLEMENT: The Parties shall use their best efforts to amicably settle any dispute,

controversy, or claim arising out of the Contract or the breach, termination, or invalidity thereof. Where the

Parties wish to seek such an amicable settlement through conciliation, the conciliation shall take place in

accordance with the Conciliation Rules then obtaining of the United Nations Commission on International

Trade Law (“UNCITRAL”), or according to such other procedure as may be agreed between the Parties in

writing.

18.2 ARBITRATION: Any dispute, controversy, or claim between the Parties arising out of the Contract or the

breach, termination, or invalidity thereof, unless settled amicably under Article 18.1, above, within sixty (60)

days after receipt by one Party of the other Party’s written request for such amicable settlement, shall be

referred by either Party to arbitration in accordance with the UNCITRAL Arbitration Rules then obtaining.

The decisions of the arbitral tribunal shall be based on general principles of international commercial law. The

arbitral tribunal shall be empowered to order the return or destruction of goods or any property, whether

tangible or intangible, or of any confidential information provided under the Contract, order the termination of

the Contract, or order that any other protective measures be taken with respect to the goods, services or any

other property, whether tangible or intangible, or of any confidential information provided under the Contract,

as appropriate, all in accordance with the authority of the arbitral tribunal pursuant to Article 26 (“Interim

Measures of Protection”) and Article 32 (“Form and Effect of the Award”) of the UNCITRAL Arbitration

Rules. The arbitral tribunal shall have no authority to award punitive damages. In addition, unless otherwise

expressly provided in the Contract, the arbitral tribunal shall have no authority to award interest in excess of

the London Inter-Bank Offered Rate (“LIBOR”) then prevailing, and any such interest shall be simple interest

only. The Parties shall be bound by any arbitration award rendered as a result of such arbitration as the final

adjudication of any such dispute, controversy, or claim.

19. PRIVILEGES AND IMMUNITIES: Nothing in or relating to the Contract shall be deemed a waiver, express or

implied, of any of the privileges and immunities of the United Nations, including its subsidiary organs or of UNHCR (as

a subsidiary organ of the United Nations).

20. TAX EXEMPTION:

20.1 Article II, Section 7, of the Convention on the Privileges and Immunities of the United Nations provides, inter

alia, that the United Nations, including UNHCR as one of its subsidiary organs, is exempt from all direct

taxes, except charges for public utility services, and is exempt from customs restrictions, duties, and charges of

a similar nature in respect of articles imported or exported for its official use. In the event any governmental

authority refuses to recognize the exemptions of UNHCR from such taxes, restrictions, duties, or charges, the

Contractor shall immediately consult with UNHCR to determine a mutually acceptable procedure.

20.2 The Contractor authorizes UNHCR to deduct from the Contractor’s invoices any amount representing such

taxes, duties or charges, unless the Contractor has consulted with UNHCR before the payment thereof and

UNHCR has, in each instance, specifically authorized the Contractor to pay such taxes, duties, or charges

under written protest. In that event, the Contractor shall provide UNHCR with written evidence that payment

of such taxes, duties or charges has been made and appropriately authorized, and UNHCR shall reimburse the

Contractor for any such taxes, duties, or charges so authorized by UNHCR and paid by the Contractor under

written protest.

21. OBSERVANCE OF THE LAW: The Contractor shall comply with all laws, ordinances, rules, and regulations bearing

upon the performance of its obligations under the Contract. In addition, the Contractor shall maintain compliance with

all obligations relating to its registration as a qualified vendor of goods or services to UNHCR, as such obligations are set

forth in vendor registration procedures.

22. MODIFICATIONS:

22.1 The Director of the Division for Emergency and Supply Management, or such other contracting authority as

UNHCR has made known to the Contractor in writing, possesses the authority to agree on behalf of UNHCR

to any modification of or change in the Contract, to a waiver of any of its provisions or to any additional


contractual relationship of any kind with the Contractor. Accordingly, no modification or change in the

Contract shall be valid and enforceable against UNHCR unless provided by a valid written amendment to the

Contract signed by the Contractor and the Director of the Division for Emergency and Supply Management or

such other contracting authority.

22.2 If the Contract shall be extended for additional periods in accordance with the terms and conditions of the

Contract, the terms and conditions applicable to any such extended term of the Contract shall be the same

terms and conditions as set forth in the Contract, unless the Parties shall have agreed otherwise pursuant to a

valid amendment concluded in accordance with Article 22.1, above.

22.3 The terms or conditions of any supplemental undertakings, licenses, or other forms of agreement concerning

any goods or services provided under the Contract shall not be valid and enforceable against UNHCR nor in

any way shall constitute an agreement by UNHCR thereto unless any such undertakings, licenses or other

forms are the subject of a valid amendment concluded in accordance with Article 22.1, above.

23. AUDITS AND INVESTIGATIONS:

23.1 Each invoice paid by UNHCR shall be subject to a post-payment audit by auditors, whether internal or

external, of UNHCR or by other authorized and qualified agents of UNHCR at any time during the term of the

Contract and for a period of two (2) years following the expiration or prior termination of the Contract.

UNHCR shall be entitled to a refund from the Contractor for any amounts shown by such audits to have been

paid by UNHCR other than in accordance with the terms and conditions of the Contract.

23.2 The Contractor acknowledges and agrees that, from time to time, UNHCR may conduct investigations relating

to any aspect of the Contract or the award thereof, the obligations performed under the Contract, and the

operations of the Contractor generally relating to performance of the Contract. The right of UNHCR to

conduct an investigation and the Contractor’s obligation to comply with such an investigation shall not lapse

upon expiration or prior termination of the Contract. The Contractor shall provide its full and timely

cooperation with any such inspections, post-payment audits or investigations. Such cooperation shall include,

but shall not be limited to, the Contractor’s obligation to make available its personnel and any relevant

documentation for such purposes at reasonable times and on reasonable conditions and to grant to UNHCR

access to the Contractor’s premises at reasonable times and on reasonable conditions in connection with such

access to the Contractor’s personnel and relevant documentation. The Contractor shall require its agents,

including, but not limited to, the Contractor’s attorneys, accountants or other advisers, to reasonably cooperate

with any inspections, post-payment audits or investigations carried out by UNHCR hereunder.

24. LIMITATION ON ACTIONS:

24.1 Except with respect to any indemnification obligations in Article 7, above, or as are otherwise set forth in the

Contract, any arbitral proceedings in accordance with Article 18.2, above, arising out of the Contract must be

commenced within three years after the cause of action has accrued.

24.2 The Parties further acknowledge and agree that, for these purposes, a cause of action shall accrue when the

breach actually occurs, or, in the case of latent defects, when the injured Party knew or should have known all

of the essential elements of the cause of action, or in the case of a breach of warranty, when tender of delivery

is made, except that, if a warranty extends to future performance of the goods or any process or system and the

discovery of the breach consequently must await the time when such goods or other process or system is ready

to perform in accordance with the requirements of the Contract, the cause of action accrues when such time of

future performance actually begins.

25. CHILD LABOR: The Contractor represents and warrants that neither it, its parent entities (if any), nor any of the

Contractor’s subsidiary or affiliated entities (if any), is engaged in any practice inconsistent with the rights set forth in

the Convention on the Rights of the Child, including Article 32 thereof, which, inter alia, requires that a child shall be

protected from performing any work that is likely to be hazardous or to interfere with the child’s education, or to be

harmful to the child’s health or physical, mental, spiritual, moral, or social development. The Contractor acknowledges

and agrees that the provisions hereof constitute an essential term of the Contract and that any breach of this

representation and warranty shall entitle UNHCR to terminate the Contract immediately upon notice to the Contractor,

without any liability for termination charges or any other liability of any kind.

26. MINES: The Contractor warrants and represents that neither it, its parent entities (if any), nor any of the Contractor’s

subsidiaries or affiliated entities (if any), is engaged in the sale or manufacture of anti-personnel mines or components


utilized in the manufacture of anti-personnel mines. The Contractor acknowledges and agrees that the provisions hereof

constitute an essential term of the Contract and that any breach of this representation and warranty shall entitle UNHCR

to terminate the Contract immediately upon notice to the Contractor, without any liability for termination charges or any

other liability of any kind.

27. SEXUAL EXPLOITATION:

27.1 The Contractor shall take all appropriate measures to prevent sexual exploitation or abuse of anyone by its

employees or any other persons engaged and controlled by the Contractor to perform any services under the

Contract. For these purposes, sexual activity with any person less than eighteen years of age, regardless of any

laws relating to consent, shall constitute the sexual exploitation and abuse of such person. In addition, the

Contractor shall refrain from, and shall take all reasonable and appropriate measures to prohibit its employees

or other persons engaged and controlled by it from exchanging any money, goods, services, or other things of

value, for sexual favors or activities, or from engaging any sexual activities that are exploitive or degrading to

any person. The Contractor acknowledges and agrees that the provisions hereof constitute an essential term of

the Contract and that any breach of these provisions shall entitle UNHCR to terminate the Contract

immediately upon notice to the Contractor, without any liability for termination charges or any other liability

of any kind.

27.2 UNHCR shall not apply the foregoing standard relating to age in any case in which the Contractor’s personnel

or any other person who may be engaged by the Contractor to perform any services under the Contract is

married to the person less than the age of eighteen years with whom sexual activity has occurred and in which

such marriage is recognized as valid under the laws of the country of citizenship of such Contractor’s

personnel or such other person who may be engaged by the Contractor to perform any services under the

Contract.

28. EXPLOITATION AND ABUSE OF REFUGEES AND OTHER PERSONS OF CONCERN TO UNHCR: The

Contractor warrants that it has instructed its personnel to refrain from any conduct that would adversely reflect on

UNHCR and/or the United Nations and from any activity which is incompatible with the aims and objectives of the

United Nations or the mandate of UNHCR to ensure the protection of refugees and other persons of concern to UNHCR.

The Contractor hereby undertakes all possible measures to prevent its personnel from exploiting and abusing refugees

and other persons of concern to UNHCR. The failure of the Contractor to investigate allegations of exploitation and

abuse against its personnel or related to its activities or to take corrective action when exploitation or abuse has occurred,

shall entitle UNHCR to terminate the Contract immediately upon notice to the Contractor, at no cost to UNHCR.

29. PAYMENT INSTRUCTIONS: UNHCR shall, on the fulfillment of the delivery terms, unless otherwise provided in

the Contract or purchase order, make payment by bank transfer within thirty days of receipt of the Contractor’s invoice

for the goods and copies of any other documentation specified in the Contract. Payment against the invoice referred to

above will reflect any discount shown under the payment terms agreed among the parties, provided payment is made

within the period required by such payment terms. The prices shown in the Contract or the purchase order may not be

increased except by express written agreement of UNHCR. Documents are to be sent to the address indicated in the

Contract or purchase order.

– oOOo –

1

UNHCR VENDOR REGISTRATION FORM – (Rev. Feb 10)

Section 1: Company Details and General Information

1. Name of Company: 2. Street Address: 3. P.O. Box and Mailing Address: Postal Code: City: Country: 4. Tel: 5. Fax: 6. Email: 7. WWW Address: 8. Contact Name and Title: 9. Email: 10. Parent Company (Full legal / officially registered company name): 11. Subsidiaries, Associates - name, city, country (attach a List if necessary): 12. International Offices/Representation (Countries where the Company has local Offices/Representation): 13. Type of Business (Mark one only): Corporate/ Limited: Partnership: Other (specify): 14. Nature of Business: Manufacturer: Authorised Agent: Trader: Consulting Company: Other (specify): 15. Year Established: 16. Number of Full-time Employees: 17. Licence no./State where registered: 18. VAT No./Tax I.D: 19. Technical Documents available in: English French Spanish Russian Arabic Chinese Other (specify) _________________ 20. Working Languages: English French Spanish Russian Arabic Chinese Other (specify) _________________

Section 2: Banking Information

21. Bank Name: 22. Branch Name: 23. Branch Address: 24. Tel. number:

25. Fax number:

26. Bank Account Number: 27. Account Name: 28. Account currency: 29. Swift/Bank Identifier Code (BIC): 30. International Bank Account Number (IBAN): 31. Routing Bank details (if applicable): full details to be provided as per above If multiple bank accounts exist that may be relevant to UNHCR, please provide details for each account.

2

Section 3: Technical Capability and Information on Goods / Services Offered 32.. Quality Assurance Certification (e.g. ISO 9000 or Equivalent) (please provide a Copy of your latest Certificate): 33. For Goods only, do those offered for supply conform to National/International Quality Standards? Yes No 34. List below up to a maximum of ten (10) of your core Goods/Services offered: Description (one Line for each Item) National/International Quality Standard to which Item conforms

Section 4: Experience

35. Annual Value of Total Sales for the last 3 Years: Year ______: USD___________ Year ______: USD___________ Year ______: USD___________ 36. Annual Value of Export Sales for the last 3 Years: Year ______: USD___________ Year ______: USD___________ Year ______: USD___________ 37. If available, please provide a copy of the company's latest annual or audited Financial Report. Please note that the latest audited financial report

may be requested in case of a contract with UNHCR. Do you have outstanding bankruptcy, judgment or pending legal action that could impair operating as a going concern? Yes No

If available, please provide Credit Rating by Dun and Bradstreet or equivalent:

38. Recent Contracts with the UN and/or other International Aid Organizations: Organization: Value: Year: Goods/Services Supplied: Destination: USD ________________________ _ USD ________________________ USD ________________________ USD ________________________ 39. To which Countries has your Company exported and/or managed Projects over the last 3 Years?

3

Section 5: UN Global Compact Initiative 40. Is your company aware of the UN Secretary General‟s Global Compact initiative, which can be viewed at http://www.unglobalcompact.org? Yes No If yes, have you signed up to this initiative or are you going to sign up to? Please state:

Section 6: Environment 41. Does your Company have a written Statement of its Environmental Policy? (If yes, please attach a Copy) Yes No 42. Write down the name, qualification and contact details of your company‟s environmental focal point. Name: ______________________ Qualification: ____________ Telephone: ______________________ Email: _________________ 43. Does your organisation hold any accreditation such as ISO 14001 related to the environment? Yes No If yes, please attach a copy.

Section 7: Anti Personnel Mines

44. By signing this VRF, potential vendor warrants and represents that neither it, its parent entities (if any), nor any of its subsidiary

or affiliated entities (if any) is engaged in the sale or manufacture, either directly or indirectly, of anti-personnel mines or any components produced primarily for the operation thereof. Please confirm by answering Yes or No below. Yes No Any breach of this clause may lead to the termination of all contracts your Company may have with UNHCR and removal from the approved vendor database.

Section 8: Child Labour 45. By signing this VRF, potential vendor warrants and represents that it is not engaged in any practice inconsistent with the Rights set forth in the Convention on the Rights of Child which requires that a child shall be protected from performing any work that is likely to be hazardous or to interfere with the child‟s education or to be harmful to the child‟s health and physical, mental, spiritual, moral or social development. Do you agree with this? Yes No Any breach of this clause may result in the termination of all contracts your Company may have with UNHCR and removal from the approved vendor database.

Section 9: Official not to benefit

46. By signing this VRF, potential vendors confirm that they have read, understood and will comply with the UNHCR policy on the “zero tolerance” that strictly prohibits the acceptance of any type of gift and/or hospitality by UN staff members participating in the procurement process. Please confirm. Yes No Any breach of this clause may lead to the termination of all contracts your Company may have with UNHCR and removal from the approved vendor database.

Section 10: Others 47. Please list any Disputes your Company has been involved in with UN Organizations over the last 3 Years: 48. List any National or International Trade or Professional Organizations of which your Company is a Member.

49. Is your company already registered with the United Nations Global Marketplace (UNGM)? If so, please provide registration number.

50. Certification: I, the undersigned, hereby accept the UNHCR General Conditions, a copy of which has been provided to me, and warrant that the information

provided in this form is correct and, in the event of changes, details will be provided as soon as possible:

51. Self Declaration: I, the undersigned, declare that: (a) Our company is not involved in any fraudulent or corrupt activities and has not been in the past, and is not currently under any investigation for

any such activities which would render our company unsuitable for business dealing with UNHCR. (b) Our company is not on, or associated with a company or individual, groups, undertakings and entities that are on the consolidated list

established and maintained by the committee established by the UN Resolution No. 1267 (www.un.org/sc/committees/1267/consolist.html). (c) Our company is not on, or associated with a company or individual that are subject to the list of Independent Inquiry Committee into United

Nations Oil-for-food programme (www.iic-offp.org). (d) Our company is not currently removed, invalidated or suspended by any other UN Headquarters, or Field Offices or any other UN Agencies

(including the World Bank) Name: Functional Title: Signature: Date:

4

Please mail completed form to*:

United Nations High Commissioner for Refugees

Supply Management Service HQSF00

Chief, Procurement & Contracts Section

Ipoly utca 5a/b/c

1133 Budapest

Hungary

*Registration form to be returned to the relevant UNHCR Office

Companies that are registered with UNHCR and that have no purchase history over three years shall beinactivated. UNHCR may require new

registration documentation from suppliers in case new business opportunity appears.

INSTRUCTIONS FOR COMPLETION

The form should be typewritten in uppercase and completed clearly and accurately ensuring that all questions are answered. The numbers below correspond to item numbers on the registration form: Section 1:

1. Full name of company.

2. Full street address.

3. Full mailing address (including P.O. Box, if any).

4. Telephone number, including correct country and area codes.

5. Fax number, including country and area codes.

6. Email address.

7. WWW Address.

8. Provide name of person (including title) or department to whom correspondence should be addressed.

9. Provide email address of contact person.

10. Full legal name of parent company, if any.

11. Please provide, on a separate sheet if necessary, names and addresses of all subsidiaries & associates if any.

12. Please provide countries where the company has local offices or representation.

13. Please tick one box. If other; please specify.

14. Please tick one box. If other; please specify. If the company is a manufacturer of some products and a trader/agent of others which they do not manufacture, both boxes should be ticked.

15. Indicate the year in which the organization was established under the name shown in Item 1.

16. Indicate the total number of full-time personnel in the company.

17. Provide the license number under which the company is registered, or the State where it is registered.

18. Provide the VAT number or Tax I.D. of the company.

19. Please tick the boxes for which languages the company is able to provide technical documents. Please specify other languages.

20. Please tick the boxes for which languages the company is able to work in. Please specify other languages.

Section 2:

21. Full name of bank.

22. Name of branch.

23. Address where branch is located.

24. Telephone number, including correct country and area codes.

25. Fax number, including country and area codes.

26. Number of the company account.

27. Name in which the account is held (important: tis should be the company name).

28. Currency of the account.

5

29. Swift code for the account.

30. International Bank Account Number (IBAN).

31. Should a routing be required for international payments, please provide full details of intermediate bank(s).

Section 3:

32. List any Quality Assurance Certificates (e.g. ISO 9000 series) that have been issued to your company and provide a copy of the latest certificates.

33. Indicate whether the company's products conform to national/international standards. If yes please attach copies of the certificates.

34. Please list up to 10 of the core goods/services offered. For each item, list the National/International Quality Standard to which it conforms.

Section 4:

35. Provide the total annual sales for the organization for the last 3 financial years in USD.

36. Provide the total export sales for the organization for the last 3 financial years in USD. 37. Please provide a copy of your most recent annual report or audited financial report. Please tick „yes‟ or „no‟ to reflect whether your company has

any outstanding bankruptcy, judgment or pending legal action that could impair operating as a going concern? If available, provide a rating by Dun and Bradstreet or equivalent (specify which).

38. Enter the name(s) of UN organizations which your company has dealt with recently. Provide the value and the year of the contract, the goods/services supplied and the country of destination of each contract. If you have had more than 5 of such contracts, please attach a separate sheet indicating the others. Documentary evidence of such contracts may be required, e.g. copies of purchase orders.

39. List export markets, in particular, all developing countries to which your company has exported over the last 3 years.

Section 5:

40. Please confirm if your company is aware of the UN Global Compact Initiatives – ten universally accepted principles of Human Rights, Labour, Environment and Anti-Corruption – by marking Yes or No. Also, please state if you have signed up to this initiative or you intend to do so.

Section 5:

41. The Earth Summit, held in Rio de Janeiro in 1992, emphasised the necessity to protect and renew the earth's limited resources. Agenda 21 was adopted by 178 governments and lays an emphasis for the UN to exercise leadership, i.e. towards promoting environmental sensitive procurement policies for goods and services. Please indicate whether your company has a written statement of its Environmental Policy and, if so, please provide a copy.

42. Provide the name, qualification and contact details (e-mail and telephone) of your environmental focal point.

43. Please indicate if your organisation holds any accreditation such as ISO 14001 related to the environment. If so, please enclose copies of such certification.

Section 7:

44. UNHCR expects all suppliers with whom it does business with to obey with the non-engagement in the sale or manufacture of anti-personnel mines or components utilized in the manufacture of anti-personnel mines. Please mark yes if you are in agreement and no if otherwise.

Section 8:

45. UNHCR expects all suppliers with whom it does business with to obey with the non-engagement in any practice inconsistent with the rights set forth in the Convention on the Rights of the Child, the International Labour Organization (ILO) Minimum Age Convention or the Prohibition and Immediate Elimination of the Worst Forms of Child Labour Convention. Please mark yes if you are in agreement and no if otherwise.

Section 9:

46. Official benefits: UNHCR adopted “zero tolerance” policy that strictly prohibits the acceptance of any type of gift and/or hospitality by UN staff members participating in the procurement process. Please confirm your acceptance by answering Yes or No if otherwise.

Section 10:

47. List all disputes with UN organizations which your organization has been involved in over the last 3 years. If more space is required, please use a separate sheet.

48. Provide details of all national and international trade or professional organizations to which your company belongs.

49. UNHCR accepts UNGM-registered companies into its database, subject to submitting a hardcopy of a complete set of vendor registration form with necessary attachments. The registration number provided by UNGM should be given.

50. Please read carefully the enclosed UNHCR General Term and Conditions, as signing of the form signifies acceptance. The form should be signed by the person completing it and their name and title should be typed, along with the date.

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51. Please sign a self declaration stating that:

(a) Your company is not involved in any fraudulent and corrupt activities and has not been in the past, and is not currently under any investigation for such activities which would render your company unsuitable for business dealing with UNHCR.

(b) Your company is not on, or associated with a company or individual, groups, undertakings and entities that are on the consolidated list established and maintained by the committee established by the UN Resolution No. 1267 (www.un.org/sc/committees/1267/consolist.html)

(c) Your company is not on, or associated with a company or individual that are subject to the list of Independent Inquiry Committee into United Nations Oil-for-food programme (www.iic-offp.org)

(d) Your company is not currently removed, invalidated or suspended by the UN Headquarters or any of its field offices or any other UN agency Headquarters or any of their field offices.

UN Supplier Code of Conduct Rev.03 - May 2007

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UN SUPPLIER CODE OF CONDUCT UN Charter: The values enshrined in the United Nations (UN) Charter, respect for fundamental human rights, social justice and human dignity, and respect for the equal rights of men and women, serve as the overarching goals that suppliers to the UN are expected to achieve. Global Compact: At the World Economic Forum, Davos, on 31 January 1999, the UN Secretary-General challenged world business leaders to "embrace and enact" the Global Compact, both in their individual corporate practices and by supporting appropriate public policies. The Global Compact’s operational phase was launched at UN Headquarters in New York on 26 July 2000. During the first Global Compact Leaders Summit, held on 24 June 2004 at UN Headquarters in New York, the Secretary-General announced the addition of a tenth principle against corruption. The Global Compact is a voluntary international corporate citizenship network initiated to support the participation of both the private sector and other social actors to advance responsible corporate citizenship and universal social and environmental principles to meet the challenges of globalization. The United Nations strongly encourages all suppliers to actively participate in the Global Compact. And to that end, this Code has been developed with recognition of the importance of the ten principles of the UN Global Compact, and is viewed as an important means of integrating the Compact’s principles into the operations of the UN. The Code addresses the issues included in the Compact in the areas of human rights, labour, environment and anti-corruption and interpretation of the Code should be undertaken in a manner consistent with the Global Compact. Suppliers interested in supporting the Global Compact and for more information on the ten principles, can visit the Global Compact website at www.unglobalcompact.org. International Labor Organization (ILO) Core Labor Conventions: The Labour Conventions as established by the tripartite UN affiliated agency, the ILO, have served as the foundation on which much of this Code of Conduct is based. It is the UN’s expectation that any supplier providing products or services to the UN, will adhere to the spirit of its Charter, and the core principles of the ILO Conventions. The full text of the ILO Conventions can be accessed by accessing the ILO electronic database1. Continuous Improvement: The provisions as set forth in this Code of Conduct provide the minimum standards expected of suppliers to the UN. It is the expectation of the UN that suppliers adhere to all laws, rules and regulations, and strive to exceed both international and industry best practices. The UN recognizes that reaching the standards established in this Code of Conduct is a dynamic rather than static process and encourages suppliers to continually improve their workplace conditions. Monitoring and Evaluation: The UN may conduct on-site evaluations and inspections of its supplier’s facilities and those of their subcontractors to review their progress towards these principles. It is the expectation of the UN that suppliers, at a minimum, have established clear goals toward meeting the standards set forth in this Code of Conduct. The UN may monitor that milestones have been set and management systems have been put in place to ensure that the principles set out in this Code of Conduct have been met and failure to do so may impact the future ability of a supplier to do business with the UN. Notwithstanding the aspirational character of the principles contained in this Code of Conduct, UN Suppliers must understand that if they are awarded a contract with the United Nations, the United Nations General Conditions of Contract are an essential part of UN contracts and, therefore, legally enforceable against UN contractors.

1 www.ilo.org/ilolex/english/convdisp2.htm.


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1. Supplier Relationships: The provisions of this Code of Conduct set forth the expectations of all suppliers with whom the UN does business. The UN expects that these principles apply to suppliers, parent entities and subsidiary or affiliate entities, as well as all others with whom they do business including employees, subcontractors and other third-parties. The UN expects that suppliers ensure that this Code of Conduct is communicated to the employees and subcontractors of all suppliers, and that it is done in the local language and in a manner that is understood by all.

2. Promoting the Principles of this Code of Conduct: The UN expects that its suppliers will

establish and maintain appropriate management systems whose scope is related to the content of this Code of Conduct, and that they actively review, monitor and modify their management processes and business operations to ensure they align with the principles set forth in this Code of Conduct. All principles contained in this Code of Conduct are of equal importance independently of their order of appearance. Supplier participants in the Global Compact are strongly encouraged to operationalize its principles and to annually communicate their progress to stakeholders.

3. Subcontracting: The UN expects that its suppliers encourage and work with their own suppliers

and subcontractors to ensure that they also strive to meet the principles of this Code of Conduct or equivalent set of principles.

Labour: 4. Freedom of Association and Collective Bargaining: The UN expects its suppliers to recognize

and respect the rights of employees to freely associate, organize and bargain collectively in accordance with the laws of the countries in which they are employed, as well as core ILO conventions Freedom of Association and Protection of the Right to Organise Convention, (C 87, 1948) and Right to Organise and Collective Bargaining Convention, (C.98-1949). The UN recognizes the importance of open communication and direct engagement between workers and management and suppliers are to respect the rights of workers to associate freely and communicate openly with management regarding working conditions without fear of harassment, intimidation, penalty, interference or reprisal.

5. Forced Labor: The UN expects its suppliers to prohibit any use of forced, bonded or indentured

labor or involuntary prison labor, and embrace employment practices consistent with ILO conventions pertaining to forced labor: Forced Labour Convention, (c.29-1930) and Abolition of Forced Labour Convention, (C.105-1957). All work, including overtime work, will be voluntary and workers should be free to leave upon reasonable notice. Suppliers should also not mandate that workers hand over government-issued identification; passports or work permits as a condition of employment.

6. Child Labor: The UN expects its suppliers, at a minimum, not to engage in any practice inconsistent

with the rights set forth in the Convention on the Rights of the Child, the ILO Minimum Age Convention (C.138-1973) or the Prohibition and Immediate Elimination of the Worst Forms of Child Labor Convention (C. 182-1999). The minimum admission to employment or work shall not be less than the age of completion of compulsory schooling, normally not less than 15 years or 14 where the local law of the country permits, deferring to the greatest age. Additionally, all young workers must be protected from performing any work that is likely to be hazardous or to interfere with the child’s education or that may be harmful to the child’s health, physical, mental, social, spiritual or moral development. All suppliers should also adhere to legitimate workplace apprenticeship programs and comply with all laws and regulations governing child labor and apprenticeship programs.

7. Discrimination: The UN does not tolerate any form of discrimination in hiring and employment

practices on the ground or race, color, religion, gender, sexual orientation, age, physical ability, health condition, political opinion, nationality, social or ethnic origin, union membership or marital status.


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Consistent with the principles espoused in ILO Conventions on Discrimination (Discrimination (Employment and Occupation) Convention, C.111-1958) and Equal Remuneration (Equal Remuneration Convention, C. 100-1951), the UN also discourages discrimination regarding access to training, promotion, and rewards.

8. Working Hours: The UN expects its suppliers to comply with all applicable working hour

requirements as established by local law, and should never exceed 60 hours per week, including overtime, except in emergency or unusual situations. Suppliers must ensure that all overtime work is voluntary and compensated at the prevailing overtime rates. Suppliers are encouraged to ensure that workers are provided with one day off in every seven-day week.

9. Compensation: The UN expects its suppliers to comply, at a minimum, with all wage and hour laws

and regulations, including those pertaining to minimum wages, overtime wages, piece rates, other elements of compensation and to provide legally mandated benefits

Human Rights: 10. Human Rights: The UN expects its suppliers to support and respect the protection of

internationally proclaimed human rights and to ensure that they are not complicit in human rights abuses.

11. Harassment, Harsh or Inhumane Treatment: The UN expects its suppliers to create and

maintain an environment that treats all employees with dignity and respect and will not use any threats of violence, sexual exploitation or abuse, verbal or psychological harassment or abuse. No harsh or inhumane treatment coercion or corporal punishment of any kind is tolerated, nor is there to be the threat of any such treatment.

12. Health and Safety: The UN expects its suppliers to follow all relevant legislation, regulations and

directives in country in which they operate to ensure a safe and healthy workplace or any other location where production or work is undertaken. At a minimum, suppliers should strive to implement recognized management systems and guidelines such as the ILO Guidelines on Occupational Safety and Health (ILO-OSH-2001) which can be found at ILO's website2 and ensure at a minimum, reasonable access to potable water and sanitary facilities; fire safety; emergency preparedness and response; industrial hygiene; adequate lighting and ventilation; occupational injury and illness and machine safeguarding. Suppliers will also ensure these same standards apply to any dormitory or canteen facilities.

13. Mines: We expect UN suppliers to strive not to engage in the sale or manufacture of anti-personnel mines or components utilized in the manufacture of anti-personnel mines.

Environment: 14. Environmental: The UN expects its suppliers to have an effective environmental policy and to

comply with existing legislation and regulations regarding the protection of the environment. Suppliers should wherever possible support a precautionary approach to environmental matters, undertake initiatives to promote greater environmental responsibility and encourage the diffusion of environmentally friendly technologies implementing sound life-cycle practices.

2 www.ilo.org/public/english/protection/safework/managmnt/guide.htm


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15. Chemical and Hazardous Materials: Chemical and other materials posing a hazard if released to the environment are to be identified and managed to ensure their safe handling, movement, storage, recycling or reuse and disposal.

16. Wastewater and Solid Waste: Wastewater and solid waste generated from operations, industrial

processes and sanitation facilities are to be monitored, controlled and treated as required prior to discharge or disposal.

17. Air Emissions: Air emissions of volatile organic chemicals, aerosols, corrosives, particulates, ozone

depleting chemicals and combustion by-products generated from operations are to be characterized, monitored, controlled and treated as required prior to discharge.

18. Minimize Waste, Maximize Recycling: Waste of all types, including water and energy, are to be

reduced or eliminated at the source or by practices such as modifying production, maintenance and facility processes, materials substitution, conservation, recycling and re-using materials.

Bribery & Corruption: 19. Corruption: The UN expects UN suppliers to adhere to the highest standard of moral and ethical

conduct, to respect local laws and not engage in any form of corrupt practices, including extortion, fraud, or bribery, at a minimum.

20. Conflict of Interest: UN suppliers are expected to disclose to the UN any situation that may appear

as a conflict of interest, and disclose to the UN if any UN official or professional under contract with the UN may have an interest of any kind in the supplier's business or any kind of economic ties with the supplier.

21. Gifts and Hospitality: The UN has a “zero tolerance” policy and does not accept any type of gift or

any offer of hospitality. The UN will not accept any invitations to sporting or cultural events, offers of holidays or other recreational trips, transportation, or invitations to lunches or dinners. The UN expects UN suppliers not to offer any benefit such as free goods or services or a work position or sales opportunity to a UN staff member in order to facilitate the suppliers business with the UN.

22. Post employment restrictions : Post-employment restrictions apply to UN former staff members

and to staff in service who participated in the procurement process, as well as to UN suppliers. For a period of one year following separation from service, former staff members are prohibited from seeking or accepting employment, from a UN supplier. Staff members in service must also refrain from accepting any future employment from a UN supplier, with whom they have been involved with. In case of violations of these provisions, UN Suppliers may be subject to having their registration as a qualified supplier with the United Nations barred, suspended or terminated.

We encourage UN suppliers to communicate to us any actions taken to improve its business practices and to send us suggestions about how can the UN best contribute to the implementation of the principles set out in this Code of Conduct. Contacts: Any questions related to this Code of Conduct can be addressed to the Chief, Procurement Service.

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