Technology & Communications (DoIT&C) Government of Rajasthan (GoR)
Final RFP for comprehensive maintenance of existing IT ... - DOIT & C
Final RFP for comprehensive maintenance of existing IT ... - DOIT & C
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Final RFP - Maintenance <strong>of</strong> IT Hardware under various projects <strong>of</strong> DoIT&C<br />
2. Service Level Standards/ Requirements<br />
a) Service level requirements<br />
i. Service level plays an important role in defining the Quality <strong>of</strong> Services (QoS). The<br />
prime objective <strong>of</strong> service levels is to ensure high quality <strong>of</strong> services from selected<br />
bidder, in a efficient manner to the identified users under this procurement.<br />
ii. The service level shall be tracked on a periodic basis and have penalty clauses on<br />
non-adherence to any <strong>of</strong> them. The bidder shall submit reports on all the service levels<br />
to the Purchaser in accordance with the specified formats and reporting periods and<br />
provide clarification, if required. The service levels defined below provide for target<br />
level <strong>of</strong> services required, measurements there<strong>of</strong> and associated penalties.<br />
The contract shall be effective on each working days during <strong>of</strong>fice hours from 9.30 a.m. to 06.00<br />
p.m.<br />
S. No. Measurement<br />
Parameter<br />
1. Time to resolve<br />
complaints after<br />
lodging the complaint<br />
Service Level<br />
Within next 2 working days<br />
<strong>of</strong> lodging the complaint<br />
> next 2 working days<br />
lodging the complaint<br />
No Penalty<br />
Penalty<br />
Rs. 200 for every day passed<br />
after lapse <strong>of</strong> next 2 working<br />
days from lodging the<br />
complaint<br />
Rs 500 for every day after<br />
lapse <strong>of</strong> next 7 working days<br />
from lodging the complaint<br />
Occurrence <strong>of</strong> any <strong>of</strong> the following events may be considered as default and may lead to further<br />
actions under condition i (b) <strong>of</strong> clause 34 (a) -Termination by Default <strong>of</strong> Chapter-6: General Terms<br />
and Conditions <strong>of</strong> Tender & Contract:<br />
(i) Applicable penalty on any item is reached equal to the cost <strong>of</strong> the item, or<br />
(ii) Applicable penalty applicable in a quarter is reached equal to the gross amount payable for<br />
the quarter or<br />
(iii) Failure <strong>of</strong> the successful bidder to get sign-<strong>of</strong>f within a month for 5 or more complaints in a<br />
quarter<br />
3. Change Requests/ Management<br />
a) An institutional mechanism will be set up for taking decisions regarding requests for<br />
changes. The Purchase Committee will set up a Change Control Committee with members<br />
from the procurement agency and the selected bidder. If it is unable to reach an<br />
agreement, the decision <strong>of</strong> the Purchase Committee will be final.<br />
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