Technology & Communications (DoIT&C) Government of Rajasthan (GoR)

Final RFP - Maintenance of IT Hardware under various projects of DoIT&C
4. SCOPE OF WORK, DELIVERABLES & TIMELINES
A. Details of work (SoW)
The broad scope of work for this project includes onsite Comprehensive Maintenance with
spares of IT equipment procured under various schemes by DoIT&C, as given in annexure-1
for two (2) years. The successful bidder (herein referred to as Maintenance Service Provider,
„MSP‟) shall start the services within a period of 45 days from the date of issuance of the work
order. The detailed scope of work for this tender is given below:
a. The MSP shall provide Comprehensive Onsite Maintenance with spares for all the
specified hardware infrastructure installed at client location (DoIT&C and Secretariat
Campus) for two years in the given timelines and as per the SLA given in the tender
document.
b. The Onsite Maintenance Service with spares will include:
i. Repairing defective parts/components
ii.
Replacing parts/components beyond repair with parts/components of same or
better specifications ensuring compatibility. In case of any part/ component is being
replaced by the MSP, ownership of the replaced part/ component shall be with the
purchaser.
c. All parts/components of the items mentioned in BoM (Annexure-1) shall be covered
under comprehensive onsite maintenance (AMC). It excludes the consumables and
any physical breakage of monitor/display unit.
d. The MSP should co-ordinate with Project OIC/ department/ designated agency and all
stakeholders to resolve any related issues.
e. The MSP shall
i. Receive calls and /or complaints related to the IT equipment given in annexure-1
through phone call, SMS or email, for which, the bidder shall provide contact
details.
ii. provide a complaint number for each complaint. The formats of all registers /
iii.
iv.
deliverables shall be finalised in consultation with DoITC.
Attend and resolve calls within the stipulated period as mentioned in SLA
Obtain sign off for call resolution from the user/ designated agency
v. Maintain a complaint register and record entries of all such activities in the
vi.
complaint register. The complaint register shall be open to inspection by DoIT&C at
any time.
Provide summary report of compaints attended and resolves, as per format
finalised by DoIT&C with the purchaser and/or designated agency on periodic
basis. SLA complaince report shall be submitted to DoIT&C through FMS service
provider (SP) after due verification by FMS SP.
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