Page 1 of 43 51-A-12-12-HW-AMC-ITES-2016 Dated: 03/06/2019 Tender Notice INVITATION OF E-TENDER FOR ANNUAL MAINTENANCE CONTRACT (AMC) OF SERVERS, COMPUTERS, PRINTERS, PROJECTOR ITEMS, UPSs, VOIPs LAN, & OTHER ITEMS 1) The Regional Office, E.S.I.C. Tamilnadu invites online tender from eligible, reputed, and bonafide maintenance providers / agencies capable of providing annual maintenance services for COMPUTERS & OTHER PERIPHERALS for onsite maintenance of aforesaid items for its various offices, Hospitals, Dispensaries located in the State of Tamilnadu for a period of ONE YEAR. 2) The tender document can be downloaded from https://www.esic.nic.in/tenders, Central Public Procurement Portal: https://eprocure.gov.in/eprocure/app from 03/06/2019 to 03/07/2019 till 12.00 Noon. 3) The interested bidders may submit the tender through online at e-procurement portal https://eprocure.gov.in/eprocure/app in double bid system in the prescribed proforma. Tenders are to be submitted online only through e- procurement portal. All the supportive documents shall also be required to be submitted physically along with Earnest Money Deposit (EMD). 4) The documents may be submitted by eligible bidders in the document downloaded from the website along with Earnest Money Deposit of Rs.3,00,000/- (Rupees Three lakhs only) in the form of a Demand Draft / Pay Order in favour of “ E.S.I. Fund Account No.1” payable at Chennai, in a separate envelope marked “EMD for AMC of COMPUTERS, PRINTERS, PROJECTOR ITEMS, UPSs, LAN, &other IT Equipment(s)”. 5) Bidders are requested to submit all inclusive rates as per Appendix-III. 6) The List of Locations is given in Appendix-V. IÉäjÉÒªÉEòɪÉÉÇ ±ÉªÉ (iÉʨɱÉxÉÉbÖ÷) REGIONAL OFFICE (TAMILNADU) Eò¨ÉÇSÉÉ®úÒ ®úÉVªÉ ¤ÉÒ¨ÉÉ ÊxÉMÉ¨É EMPLOYEES’ STATE INSURANCE CORPORATION 143,º]õͱÉMÉ ®úÉäb÷, SÉäzÉè-600 034. 143, STERLING ROAD, CHENNAI-600 034. nÚù®ú¦ÉÉ¹É Phone : 28306300 (100 lines) ¡èòCºÉFax : 28238559 <Ç ¨Éä±ÉEmail : [email protected]´Éä¤ÉºÉÉ<]õ Website: www.esic.nic.in
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51-A-12-12-HW-AMC-ITES-2016 Dated: 03/06/2019
Tender Notice
INVITATION OF E-TENDER FOR ANNUAL MAINTENANCE CONTRACT (AMC)
OF SERVERS, COMPUTERS, PRINTERS, PROJECTOR ITEMS, UPSs, VOIPs
LAN, & OTHER ITEMS
1) The Regional Office, E.S.I.C. Tamilnadu invites online tender from eligible,
reputed, and bonafide maintenance providers / agencies capable of providing
annual maintenance services for COMPUTERS & OTHER PERIPHERALS for
onsite maintenance of aforesaid items for its various offices, Hospitals,
Dispensaries located in the State of Tamilnadu for a period of ONE YEAR.
2) The tender document can be downloaded from https://www.esic.nic.in/tenders,
Central Public Procurement Portal: https://eprocure.gov.in/eprocure/app from
03/06/2019 to 03/07/2019 till 12.00 Noon.
3) The interested bidders may submit the tender through online at e-procurement
portal https://eprocure.gov.in/eprocure/app in double bid system in the
prescribed proforma. Tenders are to be submitted online only through e-
procurement portal. All the supportive documents shall also be required to be
submitted physically along with Earnest Money Deposit (EMD).
4) The documents may be submitted by eligible bidders in the document downloaded
from the website along with Earnest Money Deposit of Rs.3,00,000/- (Rupees
Three lakhs only) in the form of a Demand Draft / Pay Order in favour of “E.S.I.
Fund Account No.1” payable at Chennai, in a separate envelope marked “EMD for
AMC of COMPUTERS, PRINTERS, PROJECTOR ITEMS, UPSs, LAN, &other
IT Equipment(s)”.
5) Bidders are requested to submit all inclusive rates as per Appendix-III.
g) Preventive and Proactive Maintenance of Equipments- Routine checks and maintenance of IT Assets (Cable dressing for the items in the Network Rack if needed).
h) UPS Management Services- Maintenance and upkeep of all online and offline UPS including Batteries.
i) VOIP (Voice Over Internet Protocol) Phone Management Services- Maintenance of all VOIPs present in the premises.
j) Video Conferencing Management Services – Hardware/Software Maintenance of all Video Conferencing Equipments.
k) Projection items Management Services– Maintenance and upkeep of all items viz. Projection(s), Switcher, RFAmplifier, Motorized Screen(s), Mike(s) Servicing/Maintenance in condition.
6.1 Maintenance by the agency, including preventive dusting/cleaning and Tagging of all
items under AMC as detailed in Appendix-III in the period specified.
7. Period of validity of bids
Bids shall remain valid for 90 days after the date of tender opening prescribed by the ESIC;
a bid valid for a shorter period would be liable to be rejected by the ESIC as non-
responsive.
In exceptional circumstances, the ESIC may solicit the bidder consent to an extension of
the period of validity. The request for the response thereto shall be made in writing (or by
cable or telex or fax or email). The EMD provided shall also be suitably extended. A bidder
may refuse the request without forfeiting his EMD.
8. Other General / Eligible Conditions of Contract
8.1. In the interpretation of the contract and the general and / or special condition
governing it, unless otherwise required: -
a) The term 'Contract' shall mean the invitation to tender, the instructions to tenderer,
the acceptance of the tender, particulars thereinafter defined and those general and
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special conditions as may be added.
b) The term 'Contractor' shall mean the person, firm or Vendor with whom the order
for providing AMC Services is placed and shall deem to include the contractor's
Successors (approved by the ESIC), representatives, heirs, executors and
administrators unless excluded by the contract.
c) 'Contract value' shall mean the sum accepted or the sum calculated in accordance with the rates accepted by or on behalf of ESIC.
d) The term Customer or 'Corporation' or 'ESIC' shall mean ‘the Regional Office,
Tamilnadu, Employees' State Insurance Corporation’.
8.2 Validity of contract: The contract shall be valid for a period of 1(ONE) year from
the date so specified in the award in accordance with the terms and conditions
mentioned herein. The contract may be extended for another term ofone year or any
other period on the same terms and conditions with mutual consent of the parties
and at the discretion of Employees’ State Insurance Corporation.ESIC will have
exclusive right to terminate the contract by giving one month’s notice. The Vendor
has to give 3 months’ notice before cancellation of the contract. Contravention of
the same would lead to forfeiture of performance guarantee / Security money along
with all outstanding dues.
8.3. Authority of person signing documents: A person signing the tender form or any
documents forming part of the contract on behalf of another shall be deemed to warranty
that he has authority to bind such other and if, on enquiry, it appears that the person so
signing has no authority to do so, the ESIC may, without prejudice to other civil and
criminal remedies, cancel the contract and hold the signatory liable for all costs and
damages.
8.4. Responsibility for executing the contract: The agency is to be entirely responsible for
the execution of the contract in all respects in accordance with the terms and conditions
as specified in the acceptance of tender.
8.5. The agency shall not sublet, transfer or assign the contract or any part thereof without
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the written permission of the Additional Commissioner and Regional Director, ESIC, R.O.,
Tamilnadu. In the event of the contractor contravening this condition, Additional
Commissioner and Regional Director, ESIC, R.O., Tamilnadu shall be entitled to place the
contract elsewhere on the contractors account at his risk and cost and the agency shall
be liable for any loss or damage, which the ESIC may sustain in consequence or arising
out of such replacement of the contract, apart from forfeiture of the Security Deposit and /
or invoking the Bank Guarantee given for due performance of the contract, for such
breach. The Additional Commissioner and Regional Director, ESIC, R.O., Tamilnadu
or the Competent Authority of the ESIC may grantsuch permission for substitution,
subject to any further conditions as it may deem necessary on the existing as well
as the proposed contractor and both of them shall be bound to comply with such
further condition as may be imposed.
8.6. Earnest Money: The tenderer shall have to deposit earnest money of
Rs. 3,00,000/-(Rupees Three lakhs only) with their tender failing which the tender is liable
to be rejected out rightly. The earnest money is to be paid by Demand Draft / Pay Order
/Bankers Cheque (and no other form) and the same should be drawn in favour of ESI
Fund A/c No.1, payable at Chennai and attached with the tender. Cheque will not be
accepted for Earnest Money. In the event of the withdrawal / revocation of tenders by
agency within the valid period of the offer, the earnest money shall be forfeited. The
earnest money will however, be returned to the tenderer whose tender is not accepted.
No correspondence/request for withdrawal of the same shall be entertained before the
award of the contract to the successful bidder. The earnest money deposited by the
bidders and as well as the contractor shall not carry any interest whatsoever.
8.7. Performance Guarantee: On acceptance of the tender, contractor shall within
theperiod specified by ESIC, deposit as Performance Guarantee, a sum equivalent to 10%
of the estimated annual tender value of the contractin the form of FDR or Bank Guarantee
in favour of “ESI Fund Account No.1” which will be valid for 18 months from the date of
contract.No interest shall be paid on the Performance Guarantee, deposited by the
contractors.The amount of earnest money may be adjusted towards Performance
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Guarantee, for fulfillment of the terms and conditions of the contract. The ESIC shall be
entitled to forfeit the Performance Guarantee or any part thereof without prejudice to any
other remedies provided in the contract or available under the law for non-performance or
failure to satisfactorily perform the contract as per terms and conditions.
a) If the contractor is called upon by the office of the ESIC to deposit Performance
Guarantee and the contractor fails to provide the security-cum-performance
guarantee within the period specified/granted, such failure will constitute a breach
of the contract and the office shall be entitled to make other arrangements at the
risk and expense of the contractor whereby the contract shall be awarded to the
next eligible bidder in order and forfeiture of the earnest money shall be effected.
b) On due performance and completion of the contract in all respects, the Security
Deposit will be refunded to the contractor without any interest after deducting
penalty and other charges, having remained unrealized, if the same cannot be
realized from the contractor's pending bills.
8.8. Recovery of sums due: Whenever any claim for the payment of a sum of money
arises out of or under this contract against the contractor the ESIC shall be entitled to
recover such sum by appropriating, in part or whole the security money deposited by the
contractor and/or by deduction from the pending bills of the contractor. When there
remains a balance of the total sum to be recovered, it shall be deducted from any sum
due to them or which at any time thereafter may become due under this or any other
contract with the ESIC. Should this sum not be sufficient to cover the full amount
recoverable, the contractor shall pay to ESIC on demand the remaining balance due along
with interest at the rate of 24% per annum from the date when the first demand
ismade till the date of actual payment for each day of delay.
8.9Insolvency and breach of contract: ESIC may at any time, by notice in writing,
summarily terminate the contract without compensation to the contractor in any of the
following events, that is to say:-
i) If the contractor being an individual or firm, such individual or any partner in
the contractor's firm as the case may be, is at any time adjudged insolvent or
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has a receiving order or orders for administration of his estate being made or
any proceedings for liquidation or composition under any law of insolvency
being or not for the time being in force or has made conveyance or assignment
of his effects or enter into any arrangements or compromise with his creditors
for suspend payment or if the firm be dissolved under any law which governs
it or which is otherwise for the time being in force; or
ii) If the contractor being a Vendor registered under any law for the time being in
force, passes a resolution for winding up or the court passes any order for the
liquidation of the affairs of the Vendor or that any Liquidator, Receiver or
Manager is appointed for the management of the affairs of the Vendor; or
iii) If the contractor commits any breach of this contract or any other direction
ofthe customer issued from time to time not otherwise specifically provided in
this contract, the customer can terminate the contract without compensation
to the contractor which shall be without prejudice of its right to claim the
damages which it may have suffered due to such breach of contract or of the
direction issued by the customer.
8.10. Arbitration: in the event of any question, dispute or difference arising under
theseconditions or any special conditions of the contract, or in connection with this
contract, except as to any matter the decision of which is not specially provided for by
these or the special conditions, the same shall be referred to the sole arbitration as per
the decision of the Additional Commissioner and Regional Director, ESIC, Tamilnadu as
per Arbitration & Conciliation Act, 1996. The venue of arbitration shall be at Chennai
8.11. That no person other than the Additional Commissioner and Regional Director, ESI
Corporation, Tamilnadu or the person appointed/approved by him should act as arbitrator.
8.12. Upon every such reference, the assessment of the costs incidental to the reference
and award respectively shall be in the discretion of the arbitrator.
8.13. Subject as aforesaid to the Arbitration & Conciliation Act, 1996 and the rules there
under, any statutory modifications thereof for the time being in force shall be deemed to
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apply to the arbitration proceedings under this clause. Work under the contract shall, if
reasonably possible, continue during the arbitration proceeding so as to ensure continuity
of the business of the customer, other than the ones which are subject to arbitration, shall
normally be withheld on account of the arbitration proceedings unless it is considered
necessary to do so to cover the quantum of amount likely to be recoverable from the
Tenderer.
8.14. For the purpose of the contract including arbitration proceedings there under, the
Additional Commissioner and Regional Director, ESIC, Tamilnadu or an officer authorized
by him, shall be entitled to exercise all the rights and powers of ESIC.
8.15. Assistance to contractor: The contractor shall not be entitled to assistance either in
the procurement of raw materials required for the fulfillment of the contract or in the securing
of transport facilities which they have to arrange on their own.
8.16. Eligibility Testimonial and records to be furnished: The bidder should enclose
the following records, duly self-certified, in support of their bonafide:-
a) Testimonials from not less than three (3) Govt. / Semi-Govt. / Public Sector
Organisations /Banks/Corporate firms** regarding their satisfactory performance of
similar contract in the last three financial years ending 2017-18 subject to the
condition that at least 1(One) contract should have been executed from the
Govt./Semi-Govt./Public Sector organization/Banks(In Form 'A')
(**In respect of corporate firms, the maintenance contract should have been at least for
minimum of 1000 desktops).
The documentary evidence in the form of work order/Successful completion
certificate with clear cut indication of the amount of AMC works executed is to be
submitted and the sum of such AMC works executed should have annual turnover
of Rs. 3 Crores or more in each year in the last 3 financial years ending 2017-18.
(In Form 'B')
b) Copy of three years audited balance sheet and profit and loss account which
should have annual turnover of Rs. 3 Crores (Rupees Three Crores) or more in
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each year in similar nature of work in the last three financial years ending 2017-
18and should have been profitable.
c) List of Professionally qualified personnel (hardware/software/ network
engineering) of the vendor indicating at least 100 qualified personnel on the rolls
of the agency. (In Form 'C')
d) Copy of Certificate of registration/incorporation of the agency. e) Copy of Trade license as may be applicable. f) Copy of Income Tax Registration Certificate/PAN and GST. g) Code Nos. of ESIC & EPFO along with documentary proof. h) Escalation Matrix, (Name/Designation of persons if matter is not solved at Resident
Cum Field Engineer's Level to whom the matter may be forwarded by Engineer
himself or ESIC), in accordance with Appendix II under clause 2.6 of Special Terms
& Conditions for contract / scope of work of this contract.
i) Copy of ISO Certification i.e. ISO 20000 etc. in Services related to IT infrastructure
repair and maintenance etc., if any,
In the absence of any of the aforesaid documents, the bids may not be accepted
at the discretion of ESIC.
8.17Business name and constitution of tendering firm: if the firm registered under
i) The Indian Companies Act, 1956
ii) The Indian Partnership Act, 1932
iii) Any other Act.
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Appendix-II
SPECIAL TERMS & CONDITIONS FOR CONTRACT/SCOPE OF WORK.
1. Key Deliverables/Scope of Work:
1.1 Provision of comprehensive maintenance services of the computers and
peripherals, network and other related devices on site at various offices and Health
Care facilities of ESI in the state of Tamilnadu mentioned in Appendix-V.
On the first visit by the Vendor to the ESI Field units, the IT Assets in the
locations are to be tagged with unique IDs(sticker/bar code with contact information)
and the list of assets with unique IDs are to be shared to ESIC. This list will be taken
for Comprehensive maintenance of IT Assets. ESIC reserves the right to add any further
IT item(s) as and when required under the same AMC with same rates and terms and
conditions as mutually agreed between ESIC and the Vendor, the payment for which shall be
made on Pro-rata basis.
The agency shall provide Resident Cum Field Engineers(RCFEs) with
Computer/Hardware Engineering qualification (with minimum one year of experience
in the field) technical person for attending the routine maintenance related complaints.
Besides, the agency shall provide any other expert Engineer(fees inclusive in AMC
Charges) from time to time as may be required, for assistance to on site hardware
Engineers, in case the latter are not able to intervene and solve some complaints. The
Resident Cum Field engineers are to be provided at the following locations.
Sl.No. ESIC LOCATIONS ATTACHED OFFICE REQUIREMENT
1. Regional office, Chennai
R.O, CHENNAI 4
2. Sub Regional Office, Coimbatore
SRO, COIMBATORE 3
3. Sub Regional Office, Madurai
SRO, MADURAI 3
4. Sub Regional Office, Salem
SRO, SALEM 2
5. Sub Regional Office, Tirunelveli
SRO, TIRUNELVELI 2
6. ESIC Hospital, K.K.Nagar, Chennai
ESIC HOSPITAL, K.K.NAGAR, CHENNAI 1
7. ESIC Hospital, Tirunelveli
ESIC HOSPITAL, TIRUNELVELI 1
8. ESIS Hospital Coimbatore
SRO, COIMBATORE 1
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SITES TO BE VISITED BY THE RESIDENT CUM FIELDENGINEERS
Sl. No. JURISDICTION
1. ESI Branch Offices (Chennai),
ESI Dispensaries (Chennai),
RAMO – Chennai and DMS-Chennai
Stationed at Regional Office, Chennai
2. ESI Branch Offices/Dispensaries (Madurai)
Stationed at Sub Regional Office, Madurai
3. ESI Branch Offices/Dispensaries (Coimbatore)
Stationed at Sub Regional Office, Coimbatore
4. ESI Branch Offices/Dispensaries(Salem)
Stationed at Sub Regional Office, Salem
5. ESI Branch Offices/Dispensaries(Tirunelveli)
Stationed at Sub Regional Office, Tirunelveli
These Resident Cum Field Engineers should be available at all the working days in
the above places. Salary for theResident Cum Field Engineers will be calculated on
the basis of the Attendance certificate furnished by the concerned Regional
Office/Sub-Regional Offices/E.S.I.Hospitals.TheAttendance Certificates in respect
of the REs at ESIS Hospitals will be forwarded by the SROs Concerned. The
RECFEs shall work under the supervision/guidance/directions of the IT Officer/ IT
Managers/IT Assistants or any other personnel authorized in this regard at the
Sl.No. ESIC LOCATIONS ATTACHED
OFFICE REQUIREMENT
9. ESIS Hospital, Salem
SRO, SALEM 1
10. ESIS Hospital, Madurai
SRO, MADURAI 1
11. ESIS Hospital, Sivakasi
SRO, MADURAI 1
12. ESIS Hospital, Ayanavaram.
RO, CHENNAI 1
13. ESIS Hospital, Hosur
SRO, SALEM 1
14. ESIS Hospital, Vellore
RO, CHENNAI 1
15. ESIS Hospital, Trichy
SRO, SALEM 1
TOTAL 24
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Regional Office/ Sub Regional Office/ESIC Hospitals. In addition to the trouble
shooting of the complaints raised by the users, they will also do such work
assigned by the aforementioned personnel relating to the general maintenance/ up
keeping or enhancement of the equipment/devices under AMC including intra-
location transits. The Resident Cum Field Engineers are to be made available on
holidays in case of urgent need without any additional cost. In the absence of
RECFEs for more than 3 days at any locations, substitute RECFEs shall be
provided by the agency, failing which penalty will be levied.
2. Call Management Services
For online complaint procedure:
2.1 Providing a single point contact for Registration of complaints through
Telephone/Email/Online portal.
2.2 Maintainhelp-desk telephone number with minimum2 lines for complaint
registration and the response time should not be morethan 2-3 minutes for
complaint registration.
2.3 Maintain an updated on-line help-desk Ticketing Tool.
2.4 Problem escalation contact details, in case of service levels not adhered.
2.5 Identification and resolution of chronic faults and problems.
2.6 Implementation will be done as under:
a) Logging of user calls and giving a ticket number.
b) Tracking each call to resolution
c) Escalation of calls if necessary, to get the same resolved.
d) Submission of user call details on daily basis to ESIC
e) Monthly report on calls received and resolved.
3. Desktop and Peripherals Management Services
a) Tagging of IT Assets with unique serial numbers
b) Support for Vista/Windows 7/8/10,Suse Linux and Linux:Office/
MS-Office 2000/2003/2007/2010, and other software installed thereon.
c) Antivirus Support- Installation and upgradation/updating of anti-virus software.
d) Printer Management.
e) Maintenance of all related Hardware including display devices.
f) Maintenance of all offline/online UPSs.
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4. Server Management Services
Vendor shall perform the following Server – Administration activities for :-
a) Support of Linux (Suse)/Windows
b) Server Applications and Configuration Changes.
c) Printer Management.
d) Anti – Virus related to system maintenance.
e) Desktop LAN connectivity
f) Network Security
g) Maintenance of all related Hardware including display devices.
5. Network Management Services: LAN Management
I. Management of Proxy Servers, Switches, Hubs,
L3switches(Distributers), I/O Boxes and cabling.
II. Ensure complete connectivity of the computers with respective
networks.
III. Activity related to trouble shooting of connectivity related problem
including
a. Testing and verification related to Network Interface Card (NIC)
being bad.
b. Problem related to device drivers of NIC being corrupted.
c. Verifying and testing version IP,IRQ and other ID issues related
to NIC as and when required.
IV. Identifying and trouble – shooting physical (NIC,UTP etc.)
connectivity problems at the desktop (user) as well as at the
HUBS/Switches /Router ends i.e. giving point to point network
connectivity solution including crimping.
V. Identifying and trouble shooting of defective parts on the
Hubs/Switches up to the router.
VI. Ensuring print services for network printers.
VII. VOIP Phone maintenance/Servicing
VIII. Maintenance of existing nodes and LAN cables
IX. Providing additional nodes as and when need arises.
5a VOIP Management Services
a) Support and maintenance for all VOIPs (Cisco make) installed in the premises.
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6. Printer Management Services
a) Repair and maintenance of HP printers
b) Configuration of Network printers.
c) Replacement/upgrade of printer head, USB cable, power cable or any parts of
the printer except cartridges.
d) Preventative maintenance to be carried out quarterly
7. UPS Management Services
a) Support for all types of listed UPS installed in the premises including guiding
the staff for proper upkeep of UPSs.
b) Maintenance of all related UPSs including replacement of defective
boards/circuits and connectors;
c) Preventive/proactive maintenance of UPSs including monthly cleaning of
parts/covers with periodical testing of loss and idle stand by UPSs for its
functional condition.
8. Video Conferencing Management Services
a) Support for all types of listed Video Conferencing items installed in the premises including guiding the staff for proper upkeep of the same.
b) Maintenance of all related items including replacement of defective boards/circuits and connectors.
c) Preventive/proactive maintenance of the projection/display items including monthly cleaning of parts/covers.
9. Report and Review
9.1 Process Documentation a) Call Register
b) Call Summary
c) Daily Call report
d) Resident Cum Field Engineers attendance report.
9.2 Working days and working Hours
LOCATION WORKING DAYS WORKING HOURS
Regional Office/ Sub Regional Office/ Branch Office
Monday to Friday 09.15 A.M. to 05.45 P.M.
Hospitals ** Monday to Friday 09.00 A.M. to 04.00 P.M.
Saturday 09.00 A.M. to 02.00 P.M.
Dispensaries Monday to Saturday
07.00 A.M. to 10.30 A.M., 04.00 P.M. to 06.30 P.M.
2nd Saturday, Sunday and Holidays
07.00 A.M. to 10.30 A.M
** Although this is the normal working hours of the Hospitals/Office, the Agency has to attend any break down calls anytime, if required since the inpatient services are 24X7.
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10. Other Conditions
10.1 The Annual Maintenance Contract includes preventive as well as corrective
maintenance of all hardware and software components under AMC.
10.2 The agency shall deploywell-qualified and experienced Resident Cum Field
Engineers with Computer / Hardware Engineering qualification (with minimum one
year of experience in the field) technical person on each working day for attending
to the routine maintenance related complaints in the ESIC Field units within the
city limit of the attached office. For the other areas the vendor shall attend the
complaints as and when it arises. Besides, the agency shall provide any other
expert Engineer from time to time as may be required, for assistance to the site
Engineers, in case the latter are not able to intervene and solve any complaints.
10.3 ESIC is at the full discretion to make pre-informed visits(s) to vendor’s premises to
check the capabilities of the vendor before and /or after award of tender.
10.4 ESIC is at the full discretion to interview the person(S) deputed as Resident Cum
Field Engineersto assess the capabilities with respect to the tender awarded.
10.5 AMC shall cover each and every part including plastic body and parts, replacement
of any part necessary for keeping the computers/printers/ UPS/Inverter Battery
etc. active and free from any defect/disturbance, any unscheduled call for
measures/steps in time to set right the malfunctioning of the computers/printers
etc. The replacement of all spares including plastic parts and body is included in
the AMC. The replacement of all defective parts with OEM parts will be done by
the service provider without any extra charge. These parts includes Power supply,
Cables, Key Board,Mouse,Mother Board,HDD,Optical Drive etc. Recovery of data
from damaged, crashed HDD is also covered under AMC. The AMC agency has
to do the service for each case on best effort basis. Used/repaired parts of any
other brand from any other source are not generally acceptable.However, repairs
can be done subject to restoration of proper functioning/efficiency of
computer equipment.
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10.6 In case of need to replace any item/component, the agency shall provide OEM
parts or original make genuine parts/components of similar or higher
configurations.
10.7 The agency shall produce the Cash Memo’s /Certificate/Document in proof of
providing genuine components to replace the faulty ones on demand.
10.8 a) The Agency shall ensure to abide by the copy right, intellectually Property rights
and other laws as may be applicable for providing any replacements for any
malfunctioning of components/items/software under AMC and violation of any
legal requirement by the agency in this regard shall lead to termination of the
contract forthwith and forfeiture of security money. Besides, ensuring
compliance to all legal requirements will be the responsibility of the agency,
failure to do so would lead to consequence aforesaid and the contractor will
keep the corporation indemnified against any liability which may arise in this
account.
b)The AMC Provider should promptly comply with all the statutory regulations
including labour laws / regulations like payment of minimum wages, ESI, EPF
etc. as may be applicable.
c) The AMC provider shall keep ESIC indemnified against all losses and
responsibilities arising out of any violation/non compliance in respect of a) & b)
above.
10.9 DISMANTLING/ REINSTALLATION :In case any computer / equipment is required
to be shifted from one place to another within same office or in same premises
- its dismantling from old location and reinstallation at new location shall be done
by the vendor. For otherlocations outside the building/ campus transportation
cost will be borne by the ESIC.
11. The AMC provider shall undertake preventive and actual earthing issues as and when
required.
11.1 The AMC provider is required to carry out Corrective Maintenance/Preventive
Maintenance activity as per the instructions and standard procedures,
stipulated by the OEM.
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11.2 System Maintenance Task:In addition to the preventive maintenance, ESIC
intended to carry out the following tasks:
1) Cleaning of the Hardwares - Internal and External parts (CPU, Monitor,
Keyboard, Mouse, Printer, Switch)
2) Disk Cleaning:Defragmentation, Clearing of Cache Memory, Clearing of
Temporary and prefetching Files, improve the RAM Usage and the
performance of CPU.
3) Software Maintenance:Clearing of Browser history, Updation of Antivirus,
removal of unwanted softwares. Creation of Bookmarks for ESI Related
portals as suggested by the ESI Officials. Clearing of unwanted files in the
desktop.
4) Network Maintenance: Cleaning of Rack, Cable dressing(crimping if
needed), First Level Trouble shooting for Modem, Router, switches. Check
and assure the functioning of the existing IO ports.
5) UPS and Earthing Maintenance:UPS/Battery/water top up/terminal
checking/dusting and Cleaning.
Maintain and ensure the following earthing parameters - a. P-N=220 to 240 V, b. P-E=220 to 240 V, c. N-E= less than 2V Earthing should be less than 2V.
The tools(Tool Kit, Blower, Crimping Tool, LAN Tester, etc) requiredfor the
above work should be brought by the Engineer.
System Maintenance Taskto be done for the specified assets in the ESI Field
Units as per the work order issued by the ESI officialsauthorised in this regard.
If the vendor fails to carry out the Such System Maintenance Task(SMT)within
the specified period, the task shall be done by the Resident Cum Field
Engineers stationed at the nearby location and the Conveyance charges
claimed shall be deducted from the AMC payment in that quarter.
11.3i) The contract shall be on a comprehensive maintenance service basis, no extra
charge for any general wear and tear/spare parts, etc. shall be made by the
ESIC except consumables, burnouts and physical damage. During the contract
period it will be the responsibility of the vendor to keep the equipment in perfect
working order.
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ii) The repair works will have to be carried out at the location of the equipment
except in the exceptional circumstances where the equipment or any
component may be required to be taken out for repairs in workshop. In such
cases the standby arrangement shall have to be made by the vendor and in no
way the working of computer shall be held up for want of any standby
(Equivalent or Higher product) arrangements.
iii) If ESIC feels that any of the IT Assets was not properly maintained/ serviced
by the Vendor or does not function for reasonable period after repairs, a
suitable deduction from the bills will be made. The decision of ESIC as regards
to the reasonableness of deduction will be final and binding on the Vendor.
iv) ESIC may terminate the contract at any time without assigning any reason
thereof, if the work of the Vendor is found to be unsatisfactory and ESIC will
be at liberty to entrust the same to any other firm/Vendor at the risk and
expense of the defaulting Vendor. In this connection, the decision of ESIC shall
be final and binding upon the Vendor.
v) In all matters of dispute relating to this contract, the decision of ESIC will be
final and binding upon the Vendor.
vi) While submitting the quotation, the bidder is deemed to have read, understood
and accepted all the terms and conditions stated in this document and no
change, whatsoever desired, will be entertained by ESIC.
vii) In the event of the contractor failing to observe or perform any of the conditions
of the work as set out herein or execute the work with regard to the material
and printing quality to the satisfaction of and by the time fixed by the ESIC etc.
in executing the work, the deposited money will be forfeited to the ESIC and
the contract will be terminated immediately. The contractor shall be liable to
make good the loss(es), if any, that may be suffered by the ESIC due to his/her
action and/or omissions.
viii) In respect of UPS Batteries, all activities of Repair and Maintenance will be
part of AMC and no other charges are payable. In the cases where the
Batteries are to be replaced beyond their expected period of life, the batteries
will be procured separately by ESIC. However, for the need of replacement of
batteries, the decision of ESIC will be final and binding on the AMC agency.
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12. STANDARD OF PERFORMANCE AND PENALTY FOR FAILURES
12.1The AMC provider shall ensure the following TAT (Turn around Time) for
resolution of the issues :
a) The issues which hamper the functioning of a particular location in toto be
resolved within 1 working days of reporting in Metro/ Urban centres and
within 2 working days at other centres.
b) The issues relating to single equipments which does not hamper the
functioning of the entire location is to be resolved within 2working days in
Metro/Urban centres and within 3working daysfor other centres
c) SystemMaintenance Task shall be done by the vendor within
5 working days from the date of issue of the order.
d) In case of failure ofthe technical personnel to attend the
complaints/System Maintenance Task within the stipulated time
mentioned above, penalty charges will be levied.
12.2Urbancentres means all the district Headquarters. Further, in case the AMC
provider is unable to resolve within the above said TAT, at his own option he
may provide standalone equipment against the faulty one. In the event of
failures with respect to the above standards of performance, penalty charges
will be levied as per the table below.
Sl.No ITEMS Penalty
amount in Rs./day
1. Linux Host PC 400
2. Linux Standalone 400
3. N-Computing 250
4. Computer with Windows OS 400
5. Scanner(All types) 100
6. Switch ( POE& NON-POE) 500
7. Node 10
8. VC Device 500
9. Plasma TV 500
10. VOIP (Phone) 150
11. Inverter 500
12. EMERSON UPS GXT 3000 MT(LB) 500
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Sl.No ITEMS Penalty
amount in Rs./day
13. EMERSON UPS MT1x1 500
14. UPS- RT 2000 500
15. UPS - SURT-2000 UXI 500
16. UPS - APC-2KVA 500
17. HP Printer 200
18. Keyboard 100
19. Mouse 50
20. Projector 1000
21. Amplifier 100
22. Motorized Screen 250
23. Switcher/Multiplier/RF Receiver 500
24. Any other IT Equipment 200
25. Penalty for Absence of Resident Cum Field Engineer per day 1000
12.3 In case of failure of the agency to attend the calls within the stipulated time
mentioned in the para 13.1, the calls will be attended by the Resident Cum
Field Engineers at the district Headquarters and the Conveyance
charges/expenditures shall be deducted from the AMC payment in that quarter
in addition to the penalty charges.
12.4 The agency shall, in no case, replace any item/component with inferior item
and if found doing so, the contract shall stand terminated forthwith and security
deposit shall be forfeited.
12.5 ESIC reserves the right to reject any or all the bids and cancel the tender
withoutassigning any reason.
12.6 The calls will be received centrally and shall be provided daily to the concerned
Service Engineer/Help Desk by the concerned official of the department or any
designated/nominated branch and shall be attended immediately on receipt of
the same. The firm shall maintain proper service call sheets/Register which
will be duly signed by the Engineer and the User of the equipment and Central
Call Register shall be updated accordingly. Every such call attendance slip
should be duly signed by the user confirming the resolution of issue preserved
by the AMCs and should be produced and submitted on monthly basis to the
corporation and to be produced on demand.
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12.7 Computer power cables, printer port, chords and power cable etc. are also covered under AMC.
12.8 The service Provider shall also be responsible for cleaning and removal of virusof any nature.
12.9 ESIC shall not be responsible for any use of unlicensed antivirus software,
ifany, used by the service provider. The responsibility shall rest with the service
provider for using unlicensed software.
12.10 Hard Disk, Logic Cards, SMPS, Mother Boards should not be repaired and
shall be replaced with OEM branded parts/products only. However, repairs
can be done subject to restoration of proper functioning /efficiency of
computer equipment.
12.11 The similar equipment’s currently covered under warranty/ AMC/ Otherwise may
be included in the maintenance contract on expiry of such period and
equipment under this maintenance contract, those are replaced/ otherwise
during the contract period will be withdrawn from the maintenance contract.
Any addition to/ withdrawn from, would involve proportionate increase or
decrease in the maintenance charges (Charges of similar equipment of this
contract will be calculated proportionately for remaining period of the contract) at
anytime during the contract.
13 Payment Terms
13.1 The Comprehensive maintenance charges shall be payable to the service
provider in equal quarterly installments and paid within 15 days of the
succeeding quarter of AMC Period after deducting penalties if any, subject
to the satisfactory performance of the vendor.
13.2 Any increase or decrease of GST, prices of components, etc. will not affect
the AMC rates during the entire period of AMC.
13.3 No extra remuneration for Resident cum Field Engineer or any kind of TA/DA
would be admissible and only the mutually agreed sum as per contract
would be payable.
13.4The special work charges(System Maintenance Task/LAN Cabling
Work/Creation of Earthing pits) shall be payable to the service provider
based on the certification of the Concerned Officer authorized by ESIC at
the respective location(RO/SRO/ESIC Hospital).
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14. Agreement:
The selected vendor shall have to sign on standard agreement, on non-judicial
stamp paper of appropriate value, containing details of terms and conditions after issue
of letter of intent (LOI), to commence the AMC. All the terms and conditions of this tender
document shall deemed to have been part and parcel of the agreement.
15. Commencement:
1. The AMC shall be commenced by the selected agency from the effective date of
commencement of AMC.
2. All the systems and peripherals under AMC shall be jointly verified by the
contractor and the customer and conditions of the same shall be noted on the date
of commencement of AMC.
16. Severance:
At the time of termination of contract and of the contract period including extended
period, if any, or otherwise, the agency shall tender back all the systems and peripherals
and components under their AMC in good working conditions failing which, the same
would be got rectified at the agency‘s cost and risk and sum will be recovered from the
unpaid bill or security deposit or in case the same being higher as per the terms of the
contract entered between the parties.
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Appendix-III
DETAILS OF COMPUTERS, PRINTER, ETC. FOR A.M.C. DURING 2018-19
(Number of items may vary marginally on redistribution, if any and shall be finalized by joint verification by both parties for the purpose of AMC)
Part-I
TYPE OF EQUIPMENT
Quantity (Approx. in No.)
Rate per annum per item
(including GST if any)
Total AMC
charges
Remarks / verification
Linux Server---Desktop Wipro Model 382xx, Intel Core 2Duo E8400, 2 *2 GB DDRII 667 RAM memory or better with 4GB expandability, 160GB 7200 rpm SATAII (3Gb/s) Drive
463
Windows Desktop---Model 37155, Intel Celeron 430, 1.8GHz, 512KB, 800MHz FSB or better, 1GB DDRII 667 RAM Memory or better with 4GB expandability, 160GB 7200 rpm SATAII (3Gb/s) Drive