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

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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. Page 12 of 77
Final RFP - Maintenance of IT Hardware under various projects of DoIT&C vii. Assist the purchaser / existing FMS service providor in sorting out issues and fixing of problems related to OS, device drivers, firmware, hardware and their patches. f. The MSP shall prepare formats of all registers and reports (including call slips, complaint register, summary reports and SLA reports) and get them approved from DoIT&C. B. Service not under the scope : The department has outsourced the activity of Facility Management Services (FMS) to a service provider (SP). The brief details of existing FMS services are defined below with his role and responsibility. The bidder is not supposed to carry out the below mentioned works which are under scope of existing FMS SP. a. Preventive maintenaince services i. Limited to check whether the equipment is properly working or not. In case, any problem or fault is observed, call will be logged to the selected bidder for removal /correction of the fault. b. Assets management services c. Configurtion & reconfiguration of equipment/ network /services d. Vendor management services e. Network management services f. Virus management g. End user support C. Roles & Responsibilities of MSP The MSP is expected to provide services defined as per detail scope of work. D. Responsibilities of User Department/ User a. Shall provide all logistic support to the service engineer required to resolve the call b. Shall provide permission/ gate pass to carry out goods/ equipment/ parts required to be taken by the service engineer. c. Shall provide timely sign-off of call slips. E. Responsibilities of DoIT&C a. Conduct Project implementation and review meetings for monitoring the project. b. Verify SLA compliance/ deliverables & Approve payments for MSP. c. In consultation with user departments review and approve project deliverables as given in the RFP. d. Ensure overall coordination between user, user departments and MSP. F. Project Activity, Deliverables& Timelines Page 13 of 77
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Technology & Communications (DoIT&C) Government of Rajasthan (GoR)

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