SCOPE OF WORK

1. Technical Specification of RO Water Machines: -

4 (Four) RO Plants of 100 LPH & 1 (One) RO Plant of 150 LPH have been installed
within SAI, NSSC, Bangalore premises as per the below mentioned locations: -
Sl. No. Location Capacity Brand
1. Men’s Hostel – I 100 LPH Aqua Star
2. Elite Men Hostel 100 LPH Aqua Pure
3. Elite Women Hostel 100 LPH Aqua Pure
4. Silver Jubilee Girl’s 100 LPH Aqua Star
Hostel
5. Near Football Ground 150 LPH -

These comprise of pump motors, adapters/ transformers, membranes, filters,

additional filters, SS Frames, Pipes, Unions and Joints, Valves, sensors, electrical
cables & plugs, HPR & LPR Switches, Solenoid Valves etc. covering WHO
approved standards. The RO machines need to be maintained/ repaired for failed
components and kept always in workable condition to provide the best quality of
RO Water as per WHO standards (IS: 10500:1991).
2. The Service Provider shall provide Comprehensive Annual Maintenance involving
basic servicing, filters, membranes, all electrical parts including pump and
compressors for a period of 1 (One) year.
3. The quality of produced water should be of WHO standards.
4. TDS of the potable water produced from the respective RO plants shall get tested
on weekly basis and record for same shall be maintained. The TDS measured value
must not be more than 110 ppm. pH range must be between 6.5 to 8.5. All microbial
Pathogen such as E. coli, Coliform, Faecal Streptococci, S. aureus, Sulphite
Reducing Anaerobes, Psedomonas aerugonisa, Salmonella and Shigella, Yeast &
Mould, Vibrio Cholera etc. should be absent.
5. The RO machines must be inspected on Weekly basis to remove the abnormality (if
any) in machine or produced RO water. The complaints shall be made through email
or over phone and the same shall be attended as and when required. The services
shall be provided on regular basis during day time and in case of emergency beyond
working hours including holidays. Service provider should have facility to enable
user department to register complaints through call centre or through website or
email. In case of several equipment involved service provider can also consider
maintaining a help desk in premises of consignee Proper record of the complaints
should be maintained by the AMC call centre/office/Support Engineer /help desk at
each consignee location / user premises. 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. In case of delay in attending to problems,
breakdown of systems due to improper handling by service provider personnel etc
suitable penalties for violation of service level agreements shall be levied as
indicated in the Penalty Clauses.
6. The Service Provider shall provide all necessary consumables/ spares and nothing
extra shall be payable by SAI. Proper record of servicing & repair etc. of the
breakdown/ maintenance would be maintained by the firm. Service
provider should maintain register indicating details of equipment/Equipment
being maintained and details of rooms/place where they are placed . In case any
equipment shifted during tenure of the contract with in same location the change
details are also to be kept on record/registers Such shifting within the same
location shall be done under supervision of the AMC service provider. 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. All types of maintenance of 5 (Five) RO plants shall be the responsibility of the
Service Provider.
8. The Service Provider shall bear all expenses for installation of all expenses so as to
maintain the quality of water of the RO plants as per WHO standards.
9. The Service Bidder shall maintain the ROs as it is and where it is basis. No advance
payment shall be made under any circumstances.
10. No increase in amount shall be considered during the full period of AMC. Charges
like transportation fare etc. for providing the services for attending the complaints
covered under this AMC will not be admissible.
11. Service Provider should depute trained and technically competent service engineer
/ engineers at user’s premises to ensure proper upkeep of equipment and quick
resolution of fault during the AMC period. 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 penalties as indicated in the SLA shall be
levied and service provider shall be required to terminate the resource with
immediate effect. 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.
12. Service Provider should ensure availability of suitable instruments / tools for
their service engineer to examine and repair the equipment. Any cleaning solution
or chemical required also to be made available to service engineer.
13. Service provider shall maintain the confidentiality of any information related to the
equipment 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.
14. The new parts when to be fitted is to be verified before fitting to equipment .The
removed part is to be handed over to user department .In case service provider
notice any part is missing same to be brought to notice of buyer department or
otherwise responsibility shall be of service provider Service provider shall ensure
that only original parts of same make/brand are used for replacement
15. Immediately on award of the service contract, the service provider would give a
report regarding taking over of the water purifier . It shall be the responsibility of
the service provider to make the water purifier work satisfactorily throughout the
contract period, also to hand over the water purifier to the department in working
condition on expiry of the contract. In case any damage in the same is found,
penalty would be applied at the time of payment and the amount as per the defined
penalty would be deducted. 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
16. Service provider to give guarantee for the replaced part as per OEM warranty or
at least 6 months if not covered in OEM warranty .Service provider is to ensure that
only original part of same 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.
17. In case resources employed by service provider resort to any theft the cost of the
article shall be recoverable from the service provider in addition to any other
criminal action against the resource.
18. Penalties: -

Sl. Service Level Base Line 1st Default 2nd Default Third &
No. Agreement Performance Subsequent
Defaults
a. Delay in starting the AMC services to start Termination
AMC Services within maximum 2 of contract
weeks
b. Log Log sheet to be Warning to be Rs 250 Rs 500
sheet Maintenance maintained Per Visit / given
per maintenance arising
on call
c. Delay in carrying out To be carried out as per 0.5 % of
Preventive intervals applicable billed amount
maintenance as per for every day
schedule delay
d. Delay in carrying out 24 hours of reporting 1 % of billing 2% of billing 3% of billing
repairs where no spare amount for amount for amount per
part change is the quarter for quarter for quarter for
involved every one day every one day every one day
delay delay delay
 e. Delay in carrying should be resolved 2 % of 3 % of billing 5 % of billing
out repair in within 72 hours of billing amount for amount per
where change of lodging amount for quarter for quarter for
spare part is involved the quarter for every one day every one day
every one day delay delay
delay
f. Non provision of Should be provided Rs 500 Rs 750 Rs 1000 for
proper identity card to 3rd and
resources employed subsequent
by service provider or default
non display of identity
card
g. If the employee of No such occasion Rs 1000 and Rs 2500 and Rs 5000 and
service provider is should happen resource to be resource to be resource to be
found to have terminated in terminated in terminated in
misconduct or addition to addition to addition to any
misbehaved in any any other any other other action as
manner or resort to action as action as deemed fit by
any violent behaviour deemed fit by deemed fit by buyer
etc with or employees buyer buyer organization
of buyer organisation organization organization
or other employees of
service provider
h. Substandard parts No such occasion Immediate Immediate Cancellation of
/Non OEM parts are should happen replacement replacement the contract
used while with genuine with genuine
undertaking and quality and quality
replacement parts with parts with
penalty of Rs penalty of Rs
1000 2500

19. Payment Terms: -

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
deducting penalty amount, if any. 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.