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

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Final RFP - Maintenance of IT Hardware under various projects of DoIT&C 7. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT 1. Payment Terms and Schedule Payment schedule - Payments to the bidder, after successful completion of the target milestones (including specified project deliverables), would be made Quarterly as under: - S. No. 1 Successful completion of all the services as specified in Chapter 4, A. titled “A. Details of work (SoW)” Milestone Deliverable Payment Quarterly satisfactory performance reports o Quarterly report containing details on total number of calls logged, resolved, pending and corresponding resolution time o SLA Compliance report o Copy of Call slips duly signed by the user/ designated agency The total cost quoted shall be equated into 8 installments and each installment shall be paid after successful completion of each quarter and after adjustment of deductions (if any) a) The supplier‟s/ selected bidder‟s request for payment shall be made to the purchaser in writing, accompanied by invoices describing, as appropriate, the goods delivered and related services performed, and by the required documents submitted pursuant to general conditions of the contract and upon fulfilment of all the obligations stipulated in the Contract. b) Due payments shall be made promptly by the purchaser, generally within sixty (60) days after submission of an invoice or request for payment by the supplier/ selected bidder, subject to successful execution of work to the satisfaction of the purchaser. c) The currency or currencies in which payments shall be made to the supplier/ selected bidder under this Contract shall be Indian Rupees (INR) only. d) All remittance charges will be borne by the supplier/ selected bidder. e) In case of disputed items, the disputed amount shall be withheld and will be paid only after settlement of the dispute. f) Payment in case of those goods which need testing shall be made only when such tests have been carried out, test results received conforming to the prescribed specification. g) Any penalties/ liquidated damages, as applicable, for delay and non-performance, as mentioned in this bidding document, will be deducted from the payments for the respective milestones. h) Taxes (work contract tax, service tax, VAT, income tax, etc.), as applicable, will be deducted at source, from due payments, as per the prevalent rules and regulations. Page 52 of 77
Final RFP - Maintenance of IT Hardware under various projects of DoIT&C 2. Service Level Standards/ Requirements a) Service level requirements i. Service level plays an important role in defining the Quality of Services (QoS). The prime objective of service levels is to ensure high quality of services from selected bidder, in a efficient manner to the identified users under this procurement. ii. The service level shall be tracked on a periodic basis and have penalty clauses on non-adherence to any of them. The bidder shall submit reports on all the service levels to the Purchaser in accordance with the specified formats and reporting periods and provide clarification, if required. The service levels defined below provide for target level of services required, measurements thereof and associated penalties. The contract shall be effective on each working days during office hours from 9.30 a.m. to 06.00 p.m. S. No. Measurement Parameter 1. Time to resolve complaints after lodging the complaint Service Level Within next 2 working days of lodging the complaint > next 2 working days lodging the complaint No Penalty Penalty Rs. 200 for every day passed after lapse of next 2 working days from lodging the complaint Rs 500 for every day after lapse of next 7 working days from lodging the complaint Occurrence of any of the following events may be considered as default and may lead to further actions under condition i (b) of clause 34 (a) -Termination by Default of Chapter-6: General Terms and Conditions of Tender & Contract: (i) Applicable penalty on any item is reached equal to the cost of the item, or (ii) Applicable penalty applicable in a quarter is reached equal to the gross amount payable for the quarter or (iii) Failure of the successful bidder to get sign-off within a month for 5 or more complaints in a quarter 3. Change Requests/ Management a) An institutional mechanism will be set up for taking decisions regarding requests for changes. The Purchase Committee will set up a Change Control Committee with members from the procurement agency and the selected bidder. If it is unable to reach an agreement, the decision of the Purchase Committee will be final. Page 53 of 77
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Technology & Communications (DoIT&C) Government of Rajasthan (GoR)

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