ANNUAL MAINTENANCE SERVICES FOR FIRE EXTINGUISHERS

Annual Maintenance Contracts (“AMC”)

Objective and Goals

The objective of this Agreement is to ensure that the proper elements and commitments are
in place to provide consistent delivery of maintenance service to Buyer by Service Provider.

The goals of this Agreement are to:

1. Provide clear reference to service ownership, accountability, roles and/or

responsibilities.

2. Present a clear, concise and measurable description of service provision to the

customer.

3. Depict terms and conditions of the service for all the involved stakeholders.

To ensure that all stakeholders understand the consequences in case of termination of

services due to any of the stated reasons, violations of Service Level Agreement.

The Agreement will act as a reference document that both the parties have understood the
mentioned terms and conditions and have agreed to comply the same.

1. Stakeholders

Following are the stakeholders associated with this Agreement:

1. Buyer: The Buyer is responsible to provide clear instructions, approvals and timely
payments for the services availed as per the contractual terms·

2. Service Provider: The Service Provider is responsible to provide all the required
services in timely manner. The Service Provider may also include seller,
supplier/bidder/contractor, any authorized agents, permitted assignees, successors,
and nominees as per the context and as described in the document.

The responsibilities and obligations of the stakeholders have been outlined in this document.
The document also encompasses payment terms and deductions in case of non-adherence
to the defined terms and conditions. It is assumed that all stakeholders would have read and
understood the same before signing the documents.

1. Scope of the services

The maintenance involved shall be as per the packages specified. The scope of AMC Service
covers upkeep and smooth working of the equipment within the premises of user department
as per the SLA and any other provisions contained in the contract. The AMC services shall
consist of/ inclusive of the following:

1. Round the clock maintenance of Fire Detection and Fire Alarm System, Fire
extinguishers, Fire Hydrant and Sprinkler System and equipment as described in the
 scope of the work such as job includes servicing of equipment/systems, testing of
firefighting pumps sets etc.

2. Following is the list of the equipment required to be operated and maintained by

Service Provider for their smooth working and performance. To ensure 100%
serviceability for efficient working of the equipment under contract the scope of work
will include the following:

• List of Equipment’s

Fire Extinguishers

1. The scope covers periodic maintenance once in fortnight of complete Fire

Extinguishers installed within premises.

2. It include general cleaning of fire extinguishers, Checking and replacement of pressure

gauges, squeeze grip, Syphon tube, discharge nozzle, repair/ replacement of brass
portion, repair/ replacement of valves/ lids, fixing/ positioning of fire extinguishers,
refilling, repair/ replacement of grip handle/ PVC base/ trolley (as required) etc. and
any other work to maintain the serviceability of the fire extinguishers and submit
report accordingly.

3. The AMC shall include repair or replacement of hose clips, hose nozzles, etc. and
exclude painting of the fire extinguishers, chassis repair etc.

4. All extinguishers shall be pressure tested as per standard norms of extinguisher and
water type extinguishers shall be refilled with potable water (tube well water shall not
be allowed).

5. The Cartridge of extinguishers shall be weighed and refilled if required.

6. The Maintenance work of fire extinguishers should be carried out as per IS 2190:2010
or as the latest IS guidelines.

7. Defective spare parts shall be replaced with new ones as per.

8. The maintenance, inspection and testing of all extinguisher in respect of mechanical

parts, extinguishing media and expelling means should be carried out by properly
trained and competent personnel at frequent intervals, to ensure that these are in
their proper condition and have not been accidentally discharged or lost pressure or
suffered damage.

9. Regular inspection of all extinguishers and their components like spare cartridges and
refills kept in the stores should also be done to ensure that these are in proper
condition and fit for use.

1. Buyer’s Obligations
1. Buyer should provide the details such as model numbers of equipment’s/ system etc
for information to the Service Provider in bid. The details shall include all the including
its integral/ essential part and accessories of the System to be covered under the
scope of the contract while biding for the services. Further, the Buyer may provide
spare parts list, cat part ID etc as available with them to the Service Provider for
effective service rendering. Service Provider shall also be provided with the knowledge
regarding spare parts and part list numbers etc for the equipment’s for which they are
offering the services.

2. Buyer shall nominate a Nodal officer/engineer in-charge from its organization to

coordinate with Service Provider to facilitate proper co-ordination.

• Buyer Department shall ensure that the Service Provider or its authorized
personnel gets the required access to location/areas/rooms for providing the
services as per contract.

1. Buyer should also indicate details of any previous break downs and repairs made on
the equipment at start of the AMC / CMC services to the successful service provider.

2. Buyer must ensure that the Service Provider complies with the Rule 144(xi) of General
Financial Rules (GFR), 2017 and the product supplied, if any, must also comply with
Make In India guidelines of DPIIT"

1. Service Provider’s Obligations

1. The Service Provider is required to visit the site before quoting for the AMC and must
inspect the complete system installed in the premises and note down the
products/equipment which need to repaired/rectified/replaced beforehand.

2. Service Provider should maintain register indicating details of equipment/Equipment’s

being maintained and details of rooms/place where they are placed. In case any
equipment is shifted within the same location during tenure of the contract then the
details of such change in location are also to be recorded in the registers. Such shifting
within the same location shall be done under the supervision of the AMC / CMC
Service Provider and Buyer department should ensure that information is given to
Service Provider regarding such shifting. However cost of such shifting shall not be
responsibility of Service Provider.

3. Service Provider should depute trained and technically competent service engineer /
engineers at Buyer’ premises to ensure proper upkeep of equipment and quick
resolution of fault during the AMC / CMC period.

4. Service Provider should have facility to enable Buyer department to register

complaints through call centre or through website or email. In such cases wherein
several equipment is involved, the Service Provider shall maintain a help desk in
Buyer’s premises. Proper record of the complaints should be maintained by the AMC
/ CMC call centre/office/Support Engineer /help desk at each location/ premises of
Buyer.
5. Service Provider should ensure availability of suitable instruments / tools for their
service engineer to examine and repair the equipment at any point in time. Any
cleaning solution or chemical required also to be made available to service engineer.

6. Service Provider is required to maintain the log sheet which will include number of
services provided during the contract period with dates and part of the equipment got
repaired or replaced, with its proper model number and necessary details.

7. The Service Provider must fulfil the requirement of number of maintenance services.

8. Service provider shall maintain the confidentiality of any information related to the
equipment’s under AMC . Service provider will be required to take appropriate actions
in respect of personnel engaged to ensure the obligations of non-use and non-
disclosure of confidential information.

9. Service provider shall ensure strict compliance of scope of services as per package
offered by them and specified in the order.

10. Replacement of filters, membranes and other parts shall be under responsibility of
service provider as specified in relevant package. The replacements are to be affected
as per requirements specified in OEM Manual.

1. Special Terms and Conditions

1. FIRE EXTINGUISHERS is to be checked by service provider for ensuring output water

TDS level within permissible limits as per specification the equipment during monthly
preventive maintenance visits.

2. The comprehensive maintenance to be provided by Service Provider includes

preventive maintenance on monthly basis and regular services of the various
equipment’s and/or replacement of any items necessary for keeping the purifier in
active working condition and free from any defects/disturbance and on any
unscheduled call for corrective and maintenance services by the Service Provider.

3. The Buyer shall provide relevant details like Equipment Quantity, Location, Invoice
Date/ vintage, Brief Problems of Machine (if any), to enable the Service Provider to
prepare the maintenance work.

4. Service Provider, shall ensure appropriate deployment of the manpower at the Buyer’s
desired premises/location to ensure the proper rendering of services in accordance
with the present Contract and to meet the satisfaction of the Buyer.

5. Repair should be conducted as per standard guidelines for the FIRE EXTINGUISHERS’
repair and as per OEM manual. The parts/components/sub-assemblies used for
repair/replacement by the Service Provider will be of same make and functional
capability as originally available in the PURIFIER . All types of spares, consumables and
accessories shall be available with the Service Provider for equipment’s covered under
the Contract. An undertaking is required to be submitted to this effect by the Service
Provider during the execution of the Contract.
6. The new parts which are required to be fitted, shall be verified before fitting by the
Service Provider. The removed part is to be handed over to Buyer department. In case
Service Provider notice any part is missing, then the same to be immediately brought
to the knowledge of Buyer department or otherwise responsibility shall be of service
provider and penalty of this will be levied as per the SLA deduction. Service provider
shall ensure that only original parts of same make/brand are used for replacement.

7. The Service Provider shall submit the escalation matrix and name of persons
coordinating AMC / CMC jobs with the Buyer once the AMC / CMC is awarded. Service
provider shall ensure that equipment under AMC / CMC are in working conditions in
users’ premises. The Service Provider shall provide service support as and when
required during the AMC / CMC period without any extra cost.

8. Immediately on award of the service contract, the Service Provider would give a report
regarding taking over of the FIRE EXTINGUISHERS. It shall be the responsibility of the
Service Provider to make the FIRE EXTINGUISHERS work satisfactorily throughout the
contract period, also to hand over the FIRE EXTINGUISHERS to the department in
working condition on expiry of the contract. In case any damage in the same is found,
appropriate deductions will be levied at the time of payment.

9. All the consumable articles / parts such as material required for cleaning repairs and
maintenance will be provided by the Service Provider at no extra charge to the Buyer.
The spares and accessories shall be of standard quality. The spares and accessories
shall be compatible with purifier and according to specification provided by the
manufacturer and with best quality.

10. In case of delay in attending to problems, breakdown of systems due to improper

handling by Service Provider personnel etc suitable deductions for violation of SLA
shall be levied as indicated in the Deduction Clauses.

11. The AMC maintenance shall be carried out primarily at the premises as specified in
the service order, during office hours. In case, the Service Provider feels that the
equipment cannot be repaired at site, they should carry and deliver the equipment
back at their own cost and risk to get it repaired promptly. While taking out the
equipment from the Buyer’s premises, Gate Pass to be obtained from the Buyer/nodal
officer.

12. After carrying out repair, a certificate regarding equipment working should be
obtained from concerned Buyer/ nodal officer.

13. In case the Service Provider fails in adhering to the maintenance requirements, and
Buyer made alternative arrangements for the servicing/maintenance from the third
party, then Service Provider would reimburse the cost of such arrangements.

14. A preventive periodic maintenance report shall be submitted by the Service Provider
to the Buyer nodal officer.

15. Service Provider to give guarantee for the replaced part, as per OEM warranty or for
at least 6 months if not covered in OEM warranty. Service Provider shall ensure that
only original part of same make/model/brand are used for replacement. In case of
replacement of parts are not covered as per the package applicable Service Provider
shall ensure that rates charged are not more than OEM rates.
16. Response Time Ordinarily a complaint must be attended within 24 hours when no
change of spare part is involved, however, in case of requirement of change of spare
part, the complaint should be resolved within 72 hours of lodging. In case the system
is not repaired, or an alternative system not supplied within the period of 72 hours
from the time of failure reported, then the Buyer 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.

17. System Uptime: Service Provider shall ensure that equipment is maintained and in
case of any reported fault shall be repaired without any delay. The total uptime of the
equipment should be 95% of the period covered in the AMC

18. AMC Service Provider shall be responsible for ensuring that the resources employed
for carrying out the servicing and repair shall conduct themselves appropriately in the
premises of the buyer department. In case of any misconduct, necessary deductions
as indicated in the SLA shall be levied and service provider shall be required to
terminate the resource with immediate effect.

19. The service provider shall provide proper identification cards for the resources and
uniform etc so that the only authorized service persons are attending to the servicing
and repair work. The details of resources who shall be used for carrying out work
should be informed in advance to maximum extent possible.

20. The parties agree and acknowledge that the terms of agreement are on principal-to-
principal basis and nothing in this agreement shall be construed to confer the service
providers nor its resources/ employees as the employees of the Buyer. The resources
used by service provider to carry out maintenance shall be on rolls of service provider
and shall have no claim whatsoever for any benefits from the buyer.

21. The Service Provider shall be fully responsible for the acts of their representatives /
consultants/ team members/ employees and shall fully indemnify the Buyer for any
kind of losses or damages caused by its employees/ team members/
consultants/representatives.

22. The Service Provider shall be liable for any and all losses of any nature whatsoever
arisen directly or indirectly by negligence, dishonest, criminal or fraudulent act of any
of the representatives and employees of the Service Provider while providing the
services and the Buyer shall not be liable on any such account.

23. The Service Provider shall at all times ensure that the services being provided under
this Contract/ Agreement are performed strictly in accordance with all applicable laws,
orders, bye-laws, regulations, rules, standards, recommended practices, notifications,
guidelines etc, and no liability in this regard will be attached to the Buyer

24. The Service provider will ensure strict compliance of all labour laws pertaining to the
personnel/ staff deployed and the Buyer will not be liable for any kind of levies /
penalties etc. by the authorities concerned. In the event of any demand served on the
Buyer by any of the authorities in this regard, the Buyer will be entitled to recover any
such amounts from the bills / amount payable to the Service Provider or from the
performance guarantee or from the assets of the Service Provider available in the
Buyer’s premises.
 25. The Service Provider shall not be allowed to transfer, assign, pledge or subcontract its
rights and liabilities under this Agreement to any other agency or organization by
whatever name be called without the prior written consent of the Buyer

1. Payment Terms

1. The payment will be made to AMC Service provider on quarterly basis (if the services
are satisfactory) on submission of bill by the service provider on completion of each
quarter after making necessary deductions, if any.

2. Enhancement or decrease of taxes, duties or prices of components, etc., will not affect
the AMC rates during the entire period of AMC ; no difference shall be paid or claimed
as a result of the above.

10. SLA Deductions

Sl. Service Level Base Line First default Second Third default
No Agreement Performance default and
subsequent
defaults

1 Delay in starting AMC services to Termination of

the AMC start within contract
Services maximum 2
weeks

2 Log Log sheet to be Warning to be Rs 250 Rs 500

sheet Maintena maintained Per given
nce Visit /
per maintenance
arising on call

3 Delay in To be carried out 0.5 % of billed

carrying out as per intervals amount for every
Preventive applicable day delay
maintenance as
per schedule
4 Delay 24 hours of 1 % of billing 2% of 3% of billing
in carrying out reporting amount for the billing amount per
repairs where quarter for every amount quarter for
no spare part one-day delay for every one-
change is quarter day delay
involved for every
one-day
delay

5 Delay in should be 2% of billing 3 % of 5 % of billing

carrying resolved within amount for the billing amount per
out repair in 72 hours of quarter for every amount quarter for
where change lodging one-day delay for every one-
of spare part is quarter day delay
involved for every
one-day
delay

6 Non provision Should be Rs 500 RRs 750 Rs 1000 for

of proper provided 3rd and
identity card to subsequent
resources default
employed by
service provider
or non-display
of identity card

7 If the employee No such occasion Rs 1000 and Rs 2500 Rs 5000 and

of service should happen resource to be and resource to
provider is terminated in resource be
found to have addition to any to be terminated
misconduct or other action as terminat in addition to
misbehaved in deemed fit by ed in any other
any manner or buyer addition action as
resort to any organization to any deemed fit
violent other by buyer
behaviour etc action as organization
with or deemed
employees of fit by
buyer buyer
organisation or organiza
other tion
 employees of
service provider

8 Substandard No such occasion Immediate Immedia Termination

parts /Non-OEM should happen replacement with te of the
parts are used genuine and replace contract
while quality parts with ment
undertaking deduction of Rs with
replacement 1000 genuine
and
quality
parts
with
deductio
n of Rs
2500

9 Missing of Replacement to Immediate Immedia

parts/ replaced be provider replacement with te
parts genuine and replace
quality parts with ment
deduction of Rs with
1000 genuine
and
quality
parts
with
deductio
n of Rs
2500