3.

Service Agreement

3.1. Service Scope

The scope of AMC services cover to upkeep & smooth working of the equipment within the
user department. Service provider shall deploy trained, experienced and competent technical
personnel for carrying out required Preventive Maintenance for the equipment as per
benchmarked maintenance practices / OEM manuals and to Provide and maintain proper &
efficient engineering services in the premises. The personnel deputed shall be required to
carry out maintenance services as per the OEM service / operations manuals and may also be
required to coordinate with AMC contractors for major equipment which are to be covered
under AMC by user departments for Break down maintenance & follow up as required.
Continuous efforts will be made to minimize the down time of the equipment

As a part of the duties the service provider persons shall help to ensure that all equipment will
be maintained at optimum operating levels. All scheduled maintenance required for the
upkeep of the equipment will be carried out and tools & tackles required for the services will
be supplied by the service provider to the personnel provided by them.

The AMC services will hold for the following types of equipment

1. IT Equipment : This would include

1. Desktops
2. Laptops
3. Tablets
4. Workstations
5. Servers
6. SAN Systems
7. Switches
8. Routers
9. Racks
10. Digital Display System
11. Fax Machines- Thermal Transfer, inkjet, laser
12. Photocopier Machines- Mono copiers, Color copiers, Multifunctional copiers, Analog
copiers, Network copiers,
13. Printers- Ink-jet Printers, Laser Printers, Band printers , portable printers
14. Scanners – Flatbed scanners, Sheet-fed scanners, Photo scanners, and Portable
scanners.
15. Plotters
16. UPS- Desktop and tower UPS, Rack mount UPS, Scalable UPS, Large Tower UPS
17. Constant Voltage Stabilizer
18. Inverter
19. Batteries
20. Hard Drives
21. Aadhaar based Biometric Attendance system
22. LAN and WAN Network
23. Wireless Work
24. EPBAX
25. Barcode Scanners
 26. CCTV- Dome, Bullet, C-Mount, Day/Night, Network/IP, Wireless, High Definition
HD
27. Video Conferencing System

The AMC Services scope of work is subdivided into 2 differentiated service levels.

1. Comprehensive Annual Maintenance:

This would include

 Preventive Maintenance Service (PMS) –Monthly

 Preventive Maintenance Service (PMS) –Quarterly
 Annual Maintenance Services (AMS)
 Break Down Services/Repair (BDS)

2. Non Comprehensive Annual Maintenance

This would include

 Preventive Maintenance Service (PMS) –Monthly

 Preventive Maintenance Service (PMS) –Quarterly
 Annual Maintenance Services (AMS)

The scope of work under each of these has been defined below.

A separate equipment wise detailed scope of work for Annual Maintenance has been added in
the Appendix

3.1.1. Preventive Maintenance Service (PMS)-Monthly

Preventive maintenance reduces the probability of hardware or software problems by

systematically and periodically checking hardware and software to ensure proper operation.

This would comprise of

 Checking the condition of hardware, cables, components, and peripherals.

 Clean components to reduce the likelihood of overheating. Repair or replace any
components that show signs of damage or excessive wear.
 Inspect battery terminals to make sure that they are clean, tight, and free of corrosion
 Record specific gravity and voltage of the pilot cell on each battery and other backup
instruments

3.1.2. Preventive Maintenance Service (PMS) - Quarterly

Every machine shall be serviced at least once every quarter. A record of such services duly
acknowledged by the person using the machine or in his absence, in charge of the location of
the equipment should be maintained.

1. IT Equipment
This would mainly involve preventive maintenance at the software level for all the IT
equipment

 Review security updates

 Review software updates
 Review driver updates
 Update virus definition files
 Scan for viruses and spyware
 Remove unwanted programs
 Scan hard drives for errors
 Defragment hard disk
 Give the battery an equalizing charge to ensure that it is fully charged
 Check level of electrolyte of the batteries

3.1.3. Annual Maintenance Services

The scope of work shall include all checks and tests as detailed under routine
maintenanceservices. Inaddition annual maintenance services shall also include

 The service provider shall be required to depute qualified and experienced service
persons for the upkeep and maintenance of the equipment as and when required
 They shall be able to carry out all minor repairs and shall be required to coordinate
with OEM if required in case of machines covered under warranty
 In case user department do not have a separate AMC for same, service provider
person shall be required to attend to all problems
 The service provider would provide and maintain the required drivers and additional
peripherals and hardware for maintaining the equipment
 Support for users and troubleshooting of commercial software packages and removal
of virus and re-installation of software, if corrupted
 Any other maintenance work to be undertaken related to the computer/peripherals
 The contract would be comprehensive i.e including replacement of parts of Original
Equipment Manufacturer (OEM) except replacement of exhausted battery of UPS and
cartridges for printers
 The service personnel shall also undertake work related to Checking of UPS panels,
battery condition, checking of Electrolyte Levels and topping up and minor repair
related to the same.

3.1.4. Break-down Services (BDS)

Comprehensive Annual Maintenance contract includes Break-Down Services by default. In

case an equipment needs replacement during the course of the contract the charges of that
would be borne by the Buyer separately,

On call BDS services shall include attending to any complaint, repair or replacement for any
time of the contract period. In case an equipment needs replacement during the course of the
contract the charges of that would be borne by the Buyer separately.
The Break down service should be provided at the buyer’s premises however standby
arrangement is to be made in case the equipment is to be taken to workshop for repairs.

Following registers are to be maintained by technicians at Head Office without fail:

? Service /Breakdown Register: The machines serviced/ maintained / repaired have to be

recorded in register and endorsement from End User Department has to be obtained in
register. Also Further service reports are to be made after carrying out periodical servicing
and endorsement (Sign and Seal) to be obtained from End User Department.

? Complaint Register: All complaints received with respect to machines under AMC are to be
recorded with time and date of receipt, as and when complaints are received from end user
departments.

? Spare Tool and Tackle Register: All the spares and tools and tackles are to recorded in the
register. Spares taken outside the premises also to be recorded with serial number of spare
and in and out date and time

Ordinarily a complaint must be attended within 4 hours whenever no change of part is

involved, however, in case of requirement of change of spare part, the complaint may be
attended within 48 hours of its receipt.

All break-down complaints must be attended within 24 hours on receipt of call where change
of part is required.

IT Equipment

 The service provider should be able to carry out all minor repairs and shall be
required to coordinate with OEM if required in case of machines covered under
warranty.
 Support for users and troubleshooting of commercial software packages and removal
of virus and re-installation of software, if corrupted.
 Coordination with OEMs for troubleshooting of the equipment and other peripherals
under warranty.

3.2. Special Terms and Conditions

The general terms and conditions defined in the Terms and Conditions for GeM products and
Services are applicable for this Service as well.

1. The comprehensive maintenance includes preventive maintenance monthly, quarterly,

regular services of the various equipment and/or repair and replacement of any items
necessary for keeping the listed equipment active and free from any
defects/disturbance and also on any unscheduled call for corrective and maintenance
services, taking appropriate measures/steps on time to set right the malfunctioning of
the equipment like Desktops, Printers and UPS, etc
2. The user Departments shall indicate the Equipment Name (PC, Printer, Off-line UPS
etc.) Quantity, Location, Procurement year, Brief Problem of Machine (if any) Make
& Model to enable the service provider to prepare the maintenance work

 All the consumable material such as material required for cleaning of equipment and
machinery, repairs and maintenance will be provided by the service provider at no
extra charge to the buyer.

1. Any replacement of the complete part during Annual Maintenance would be charged
separately from the buyer.
2. Immediately on award of the service order, the service provider would give a report
regarding taking over of the equipment. It shall be the responsibility of the service
provider to make the equipment work satisfactorily throughout the contract period,
also to hand over the equipment to the department in working condition on expiry of
the contract. In case any damage in the equipment is found, the compensation which
would be determined by the competent authority and the same amount to be paid by
the service provider or otherwise its performance security would be retained till
clearance of dues or forfeited. A report of the same to be submitted at the end of the
contract.
3. Scheduled servicing of new installed machinery/equipment (e.g laptop and desktop
computer) of the user department is required to be covered under the respective OEM
warranty or AMCs and will not be part of responsibility of service provider.

 However the service provider persons shall provide co-ordination & monitoring
required for management and execution of the warranty / Maintenance contractors
and by their services during the period of their engagement.
 The service provider shall also be required to arrange persons for work related to
Operations & Maintenance for the defined scope of work.Depending on the
requirements the service provider shall provide necessary persons 24x7 manning
for the Engineering services, continuous monitoring of calls and complaints,
work allocation to shift technicians and follow up on work progress, generation of
reports for maintenance, maintaining & analyzing equipment operation logs for
equipment , Implementing preventive maintenance as per schedules & manuals, co-
ordination in monitoring of OEM warranty/ AMC..

1. In case of delay in attending to problems, break down of systems due to improper

handling by service provider person etc suitable penalties for violation of service level
agreements shall be levied as indicated elsewhere
2. In case of reinstallation of software, the AMC vendor will not install a pirated copy in
any circumstances. The AMC vendor will ensure that user Department provides the
original and licensed version of the software/OS. In case of any issue, the AMC
vendor will report it to user Department of such circumstances in writing.
3. The comprehensive maintenance shall be carried out primarily at the premises of as
specified in the work order, during office hours. In case, the Service Provider feels
that the equipment cannot be repaired at site, they will carry and deliver the
equipment at their own cost and risk to get it repaired promptly.

 The operating environment condition in which the equipment is installed is quite

satisfactory and the Service Provider will not raise any condition with regard to the
working environments for the equipment for the equipment covered under AMC.
  The successful Service Provider, as per the real need and requirement of the
Department, shall ensure the appropriate deployment of the manpower. .
 The parts/components/sub-assemblies used for repair/replacement by the service
provider will be of the same/equivalent or higher make and functional capability as
originally available in the system.

1. A preventive quarterly maintenance report from the firm would be submitted to the
nodal officer without fail.

3.2.1. Response Time

The response time is subject to working days during working hours.

Ordinarily a complaint must be attended within 4 hours whenever no change of part is

involved, however, in case of requirement of change of spare part, the complaint may be
attended within 48 hours of its receipt.

All break-down complaints must be attended within 24 hours on receipt of call where change
of part is required.

Majority of faults should be rectified in the first response itself. However, maximum period
allowed for defect rectification shall be 48 hours.

In case the system is not repaired or an alternative system not supplied within the period of
48 hours from the time of failure report then the first party may choose to get the same
repaired by or replaced from any other agency and the cost and expenditure incurred therein
shall be recoverable from the service provider.

3.2.2. System Uptime

The breakdown time will be worked out as under:-

Total machines days(X) = (NO of equipment under AMC) * No. of working days during the
contract period.

Breakdowns (Y) = (NO. of Desktops or Printer or UPS or Equipment) * No. of breakdown

days

Percentage uptime= ((X-Y)/X)*100

The AMC Charges shall be charged per machine per unit period.

The selected bidder shall ensure 98% uptime for desktops and other equipment failing which
a penalty as proposed by the user Department will be imposed.

3.2.3. Penalties
1. A penalty of Rs. 500/- per day per complaint of single unit to be imposed if the
resolution of that is delayed above 48Hrs. (If the delay is due to willful laches or
negligence of the Service Provide and it causes financial loss or inconvenience to the
Buyer).
2. If the service providers are not able to complete or turn up for the calls, then users can
avail the services from any other local service provider and the amount can be
deducted from the appointed service provider from his due amount.
3. A penalty of Rs 200 per incident will be imposed in case the defined System Uptime
is not met even after 48Hrs
4. The cumulative penalty cannot exceed 10% of the contract value for that period.