CONDITIONS OF CONTRACT

A. GENERAL CONDITIONS OF CONTRACT

Clause Page
Contents
No. No.
2.1 Definitions 18
2.2 Contract Documents 18
2.3 Fraud and Corruption 18
2.4 Joint Venture, Consortium or Association/Amalgamation/Acquisition, Patent Indemnity 19
2.5 Scope of Supply 19
2.6 Suppliers’ Responsibilities 19
2.7 Contract price 20
2.8 Copy Right 20
2.9 Application 20
2.10 Standards 20
2.11 Use of Contract Documents and Information 20
2.12 Performance Security 20
2.13 Installation, Commissioning, Demonstration, Inspection and Tests 21
2.14 Packing 21
2.15 Delivery and Documents 21
2.16 Insurance 22
2.17 Transportation 23
2.18 Incidental Services 23
2.19 Spare Parts 23
2.20 Warranty 23
2.21 Terms of Payment 25
2.22 Change Orders and Contract Amendments 25
2.23 Assignment 25
2.24 Subcontracts 25
2.25 Extension of time 25
2.26 Penalty Clause 26
2.27 Termination for Default 26
2.28 Force Majeure 26
2.29 Termination for insolvency 26
2.30 Termination for Convenience 27
2.31 Settlement of Disputes 27
2.32 Governing Language 27
2.33 Applicable Law 27
2.34 Notices 28
2.35 Taxes and Duties 28
2.36 Right to use Defective Goods 28
2.37 Protection against Damage 28
2.38 Site preparation and installation 28
2.39 Integrity Pact 28

Note: The General Conditions of Contract shall form the part of Purchase Order / Contract.

1
 A.GENERAL CONDITIONS OF CONTRACT

2.1. Definitions

The following words and expressions shall have the meanings hereby assigned to them:

S Words / Meaning
r. Expressions
N
( Contract The Contract Agreement entered into between the Purchaser and the Supplier,
a together with the Contract Documents referred to therein, including all
) attachments, appendices, and all documents incorporated by reference
( Contract therein.
The documents listed in the Contract Agreement, including any
b Documents amendments
)( Contract thereto.
The price payable to the Supplier as specified in the Contract
c Price Agreement,
) subject to such additions and adjustments thereto or deductions there from,
( Day as may be
Calendar made pursuant to the Contract.
day
d
( Completion The fulfilment of the Related Services by the Supplier in accordance with
e the
)(f GCC terms
The and conditions
General Conditions setofforth in the Contract.
Contract.
() Goods All of the commodities, raw material, machinery and equipment, and/or
g other
) materials that the Supplier is required to supply to the Purchaser under
( Services the
The Contract
services incidental to the supply of the goods, such as
h transportation,
) insurance, installation, training and initial maintenance and other
(i SCC suchSpecial
The obligations of the of
Conditions Supplier under the Contract.
Contract.
)
(j Subcontract Any natural person, private or government entity, or a combination of the
) or above,
to which any part of the Goods to be supplied or execution of any part of
( Supplier the Related
The natural Services
Person, is subcontracted
Private by the Supplier.
or Government entity, or a combination of
k the
) above, whose bid to perform the Contract has been accepted by the
(l Council Purchaser
The Councilandof isScientific
named as&such in the Contract
Industrial ResearchAgreement.
(CSIR), registered under
) the
Societies Registration Act, 1860 of the Government of India having
( Purchaser its registered
Any office at 2, Rafi
of the constituent Marg, New Delhi-110001,
Laboratory/Institute India. situated at
of the Council
m any
)( The final designated place in India
The place named the SCC.as specified in SCC
n destination
)
2.2 Contract Documents

2.2.1 Subject to the order of precedence set forth in the Contract Agreement, all documents forming the
Contract (and all parts thereof) are intended to be correlative, complementary, and mutually
explanatory. The Contract Agreement shall be read as a whole.

2.2.2 Successful bidder shall have to enter into Contract Agreement on Rs.500/- non judicial stamp paper as
per Contract Form given in Chapter 7 within 21 days of placement of Purchase Order having value
above Rs. 25 lakh or equivalent amount in Foreign Currency.
2.3 Fraud and Corruption
The purchaser requires that bidders, suppliers, contractors and consultants, if any, observe the highest
standard of ethics during the procurement and execution of such contracts. In pursuit of this policy,

(a) The terms set forth below are defined as follows:

I Corrupt practice The offering, giving, receiving, or soliciting, directly or indirectly, of

anything
of value to influence the action of a public official in the
procurement process or in contract execution
I Fraudulent A misrepresentation or omission of facts in order to influence
I practice a
procurement process or the execution of a contract
 I Collusive A scheme or arrangement between two or more bidders, with or
I practice without
I the knowledge of the Borrower, designed to establish bid prices at
I Coercive artificial, or
Harming non-competitive
threatening tolevels
harm, directly or indirectly, persons or
V practice their
property to influence their participation in the procurement process
or affect the execution of a contract
(b) The purchaser will reject a proposal for award if it determines that the Bidder recommended for
award has, directly or through an agent, engaged in corrupt, fraudulent, collusive or coercive
practices in competing for the Contract in question.

2.4 Joint Venture, Consortium or Association/Amalgamation/Acquisition, Patent Indemnity etc.

If the Supplier is a joint venture, consortium, or association, all of the parties shall be jointly and
severally liable to the Purchaser for the fulfilment of the provisions of the Contract and shall designate
one party to act as a leader with authority to bind the joint venture, consortium, or association. The
composition or the constitution of the joint venture, consortium, or association shall not be altered
without the prior consent of the Purchaser.

2.4.1. Amalgamation/Acquisition etc.:

In the event the Manufacturer/Supplier proposes for amalgamation, acquisition or sale its business to
any firm during the contract period, the Buyer/Successor of the Principal Company are liable for
execution of the contract and also fulfilment of contractual obligations i.e. supply, installation,
commissioning, warranty, maintenance/replacement of spares accessories etc. You may confirm this
condition while submitting the bid.

2.4.2 Indemnity Bond

In order to safeguard the interest of NCL, the supplier should submit Indemnity Bond as given in
Chapter-8 (Annexure-J) on Rs.500/- non judicial stamp paper within 21 days of placing of the order for
Purchase Order having value above Rs. 25 lakh or equivalent amount in Foreign Currency.

2.4.3 Patent Indemnity

a) The Supplier shall, subject to the Purchaser’s compliance with GCC Sub-Clause 2.4.3 (a), indemnify and
hold harmless the Purchaser and its employees and officers from and against any and all suits, actions
or administrative proceedings, claims, demands, losses, damages, costs, and expenses of any nature,
including attorney’s fees and expenses, which the Purchaser may suffer as a result of any infringement
or alleged infringement of any patent, utility model, registered design, trademark, copyright, or other
intellectual property right registered or otherwise existing at the date of the Contract by reason of:

(I the installation of the Goods by the Supplier or the use of the Goods in India
) AND
(I the sale in any country of the products produced by the Goods
I)
b) If any proceedings are brought or any claim is made against the Purchaser, the Purchaser shall promptly
give the Supplier a notice thereof and the Supplier may at its own expense and in the Purchaser’s name
conduct such proceedings or claim and any negotiations for the settlement of any such proceedings or
claims.

2.5 Scope of Supply

Scope of Supply (i.e. the Goods to be supplied and Related Services to be performed) shall be as
specified in the Chapter-4 clause 4.2

2.6 Suppliers’ Responsibilities

The Supplier shall supply all the Goods and perform all Related Services included in the Scope of
Supply-Clause 2.5 of the GCC and the Delivery &Completion Schedule, as per GCC Clause 2.15 relating
to delivery and document.

2.7 Contract price

 Prices charged by the Supplier for the Goods supplied and the Related Services performed under the
Contract shall not vary from the prices quoted by the Supplier in its bid.
2.8 Copy Right
The copyright in all drawings, documents, and other materials containing data and information
furnished to the Purchaser by the Supplier herein shall remain vested in the Supplier, or, if they are
furnished to the Purchaser directly or through the Supplier by any third party, including suppliers of
materials, the copyright in such materials shall remain vested in such third party
2.9 Application

These General Conditions shall apply to the extent that they are not superseded by provisions in other
parts of the Contract.
2.10 Standards

The Goods supplied and services rendered under this Contract shall conform to the standards
mentioned in the Technical Specifications and Schedule of Requirements, and, when no applicable
standard is mentioned, to the authoritative standard appropriate to the Goods' country of origin and
such standards shall be the latest issued by the concerned institution.
2.11 Use of Contract Documents and Information
2.11.1 The Supplier shall not, without the Purchaser's prior written consent, disclose the Contract, or any
provision thereof, or any specification, plan, drawing, pattern, sample or information furnished by or on
behalf of the Purchaser in connection therewith, to any person other than a person employed by the
Supplier in performance of the Contract. Disclosure to any such employed person shall be made in
confidence and shall extend only so far, as may be necessary for purposes of such performance.

2.11.2 The Supplier shall not, without the Purchaser's prior written consent, make use of any document or
information enumerated above except for purposes of performing the Contract.

2.11.3 Any document, other than the Contract itself, enumerated above shall remain the property of the
Purchaser and shall be returned (in all copies) to the Purchaser on completion of the Supplier's
performance under the Contract if so required by the Purchaser.
2.12 Performance Security (PS)

2.12.1 Within 21 days of receipt of the notification of award of contract / Purchase Order, the Supplier shall
furnish performance security in the amount specified in SCC, valid till 60 days after the warranty period.
Alternatively, the PS may also be submitted at the time of release of final payment in cases where part
payment is made against delivery & part on installation. The PS, where applicable, shall be submitted
in advance for orders where full payment is to be made on Letter of Credit (LC) or on delivery. In this
case, submission of PS at the time of negotiation of documents through Bank would be stipulated as a
condition in the LC and the BS should be kept valid till such time the PS is submitted.

2.12.2 The proceeds of the performance security shall be payable to the Purchaser as compensation for any
loss resulting from the Supplier's failure to complete its obligations under the Contract.

2.12.3 The Performance Security shall be denominated in Indian Rupees for the offers received for supplies
within India and denominated in the currency of the contract in the case of offers received for supply
from foreign countries.

2.12.4 In the case of imports, the PS may be submitted either by the principal or by the Indian agent and, in
the case of purchases from indigenous sources, the PS may be submitted either by the manufacturer or
their authorized dealer / bidder.

2.12.5 The Performance security shall be in one of the following forms:

(a) A Bank guarantee or stand-by Letter of Credit issued by a Nationalized / Scheduled

bank
located in India or a bank located abroad in the form provided in the bidding documents.
(b) A Banker’s cheque or Account Payee demand ORdraft in favour of the purchaser.
2.12.6 The performance security will be discharged by the Purchaser and returned to the Supplier not later than
60 days following the date of completion of the Supplier's performance obligations, including any
warranty obligations, unless specified otherwise in SCC, without levy of any interest.

2.12.7 In the event of any contract amendment, the supplier shall, within 21 days of receipt of such amendment,
furnish the amendment to the performance security, rendering the same valid for the duration of the
contract, as amended for further period of 60 days thereafter.

2.12.8 The order confirmation should be received within 15 days from the date of notification of award. However,
the Purchaser has the powers to extend the time frame for submission of order confirmation and
submission of Performance Security (PS). Even after extension of time, if the order acceptance and PS are
not received, the contract shall be cancelled and limited tenders irrespective of the value would be invited
from the responding firms after forfeiting the bid security of the defaulting firm, where applicable
provided there is no change in specifications. In such cases the defaulting firm would not be considered
again for re-tendering in the particular case.

2.12.9 Whenever, the bidder chooses to submit the Performance Security in the form of Bank Guarantee, and
then he should advise the banker issuing the Bank Guarantee to immediately send by Registered Post
(A.D.) an unstamped duplicate copy of the Guarantee directly to the Purchaser with a covering letter to
compare with the original BG for the correctness, genuineness, etc.

2.13 Installation, Commissioning, Demonstration, Inspections and Tests

Bidder shall be responsible for Installation, Commissioning, Demonstration, Inspections and Tests
wherever applicable and for after sales service during the warranty and thereafter as specified in Chapter
4.

2.14 Packing

2.14.1. The Supplier shall provide such packing of the Goods as is required to prevent their damage or
deterioration during transit to their final destination as indicated in the Contract. The packing shall be
sufficient to withstand, without limitation, rough handling during transit and exposure to extreme
temperatures, salt and precipitation during transit and open storage. Packing case size and weights shall
take into consideration, where appropriate, the remoteness of the Goods' final destination and the
absence of heavy handling facilities at all points in transit.

2.14.2. The packing, marking and documentation within and outside the packages shall comply strictly with such
special requirements as shall be provided for in the Contract including additional requirements, if any,
specified in SCC and in any subsequent instructions ordered by the Purchaser.
2.15 Delivery and Documents

2.15.1. Delivery of the Goods and completion and related services shall be made by the Supplier in accordance
with the terms specified by the Purchaser in the contract. The details of shipping and/or other documents
to be furnished by the supplier are as given below or /and as specified in SCC.
Details of Shipping and other Documents to be furnished by the Supplier are :
A For goods manufactured or supplied from within India
) Within 24 hours of dispatch, the supplier shall notify the purchaser the complete details
of
dispatch and also supply following documents by registered post / speed post and copies
( thereof by FAX/email
Three copies of Supplier’s Invoice indicating, inter-alia description and specification of the goods,
a quantity, unit price, total value
)( Packing list
b( Certificate of country of origin
(c Insurance certificate, if required under the contract
d( Railway receipt/Consignment note
e( Manufacturer’s warrantee certificate and in-house inspection certificate, if any
(f Inspection certificate issued by purchaser’s inspector, if any
(g Any other document(s) as and when required in terms of the contract
h
NOTE:
1 The nomenclature used for the item description in the invoice(s), packing list(s) and the
delivery
note(s) etc. should be identical to that used in the contract. The dispatch particulars including
the name of the transporter should also be mentioned in the Invoice(s).
 2 The above documents should be received by the Purchaser before arrival of the Goods and, if not
received, the Supplier will be responsible for any consequent expenses.
B For goods manufactured or supplied from abroad
) Within 24 hours of dispatch, the supplier shall notify the purchaser the complete details
of
dispatch and also supply following documents by Registered Post / courier and copies thereof
( by
ThreeFAX.
copies of supplier’s Invoice giving full details of the goods including quantity, value, etc.
a( Packing list
(b Certificate of country of origin
(c Manufacturer’s warrantee and Inspection certificate, if any
d( Inspection certificate issued by the Purchaser’s Inspector, if any
e( Insurance Certificate, if required under the contract
(f Name of the Vessel / Carrier
(g Bill of Lading / Airway Bill
h( Port of Loading
(i Date of Shipment
(j Port of Discharge & expected date of arrival of goods
k( Any other document(s) as and when required in terms of the contract
l
NOTE:
1 The nomenclature used for the item description in the invoice(s), packing list(s) and the
delivery
note(s) etc. should be identical to that used in the contract. The dispatch particulars including
2 the name documents
The above of the transporter
shouldshould also bebymentioned
be received in thebefore
the Purchaser Invoice(s).
arrival of the Goods and, if
not
received, the Supplier
The clearing will be responsible
of the consignment for anyAirport
at Mumbai consequent expenses.
shall be done by our authorized Custom
House
Agents (CHA). The corresponding shipping documents may be forwarded to them accordingly.
It is advised to give us and our CHA, a pre-alert before the consignment is dispatched. If
there is delay in clearing of the consignment for not giving timely pre-alert then demurrage
(Ware house charges), if applicable has to be refunded to us.
2.15.2. The terms FOB, FCA, CIF, CIP etc. shall be governed by the rules prescribed in the current edition of the
Incoterms published by the International Chambers of Commerce (ICC), Paris.

2.15.3. The mode of transportation shall be as specified in SCC.

2.15.4. The Bidders may please note that the delivery of the system should be strictly within delivery schedule
mentioned in the Chapter- 4 / Purchase Order.

2.15.5. Goods should not be dispatched until the vendor receives a firm Purchase Order

2.16 Insurance
2.16.1. Indigenous goods, the Goods supplied under the Contract shall be fully insured in Indian Rupees against
any loss or damage incidental to manufacture or acquisition, transportation, storage and delivery in the
manner specified in SCC.

2.16.2. Where delivery of the goods is required by the purchaser on CIF / CIP basis for imported goods or FOR
destination for Indigenous goods, the supplier shall arrange and pay for Marine / Transit Insurance,
naming the purchaser as beneficiary and initiate & pursue claims till settlement, in the event of any
loss or damage.

2.16.3. Where delivery is on FOB or FCA basis for imported goods or FOR dispatch station for indigenous goods,
then insurance would be the responsibility of the purchaser.

2.16.4. The equipments to be supplied will be insured by the supplier against all risks of loss or damage from
the date of shipment till such time it is delivered at NCL site in case of Rupee transaction

2.16.5. With a view to ensure that claims on insurance companies, if any, are lodged in time, the Bidders and /
or the Indian agent shall be responsible for follow up with their principals for ascertaining the dispatch
details and informing the same to the Purchaser and he shall also liaise with the Purchaser to ascertain
the arrival of the consignment after clearance so that immediately thereafter in his presence the
consignment could be opened and the insurance claim be lodged, if required, without any loss of time.
Any delay on the part of the Bidder / Indian Agent would be viewed seriously and he shall be directly
responsible for any loss sustained by the Purchaser on the event of the delay.
2.17 Transportation

2.17.1. Where the Supplier is required under the Contract to deliver the Goods on FOB basis, transport of the
Goods, up to and including the point of putting the Goods on board the vessel at the specified port of
loading, shall be arranged and paid for by the Supplier, and the cost thereof shall be included in the
Contract price. Where the Supplier is required under the Contract to deliver the Goods on FCA basis,
transport of the Goods and delivery into the custody of the carrier at the place named by the Purchaser
or other agreed point shall be arranged and paid for by the Supplier, and the cost thereof shall be
included in the Contract price.

2.17.2. Where the Supplier is required under the Contract to deliver the Goods CIF or CIP, transport of the
Goods to the port of destination or such other named place of destination in the Purchaser’s country, as
shall be specified in the Contract, shall be arranged and paid for by the Supplier, and the cost thereof
shall be included in the Contract Price.

2.17.3. In the case of supplies from within India, where the Supplier is required under the Contract to transport
the Goods to a specified destination in India, defined as the Final Destination, transport to such
destination, including insurance and storage, as specified in the Contract, shall be arranged by the
Supplier, and the related costs shall be included in the Contract Price.

2.17.4. The clearing of the consignment at Mumbai Airport shall be done by our authorized Custom House
Agents (CHA) for CIP / CIF consignments. The details of CHA will be given in the Purchase Order. The
corresponding shipping documents may be forwarded to them accordingly. It is advised to give us and
our CHA, a pre-alert before the consignment is dispatched. If there is delay in clearing of the
consignment for not giving timely pre-alert then demurrage (Ware house charges), if applicable has to
be refunded to us by the Supplier / Indian Agent or the same will be deducted from any payment due to
Supplier / Indian Agent against this order or any other Purchase order.

2.18 Incidental Services

The supplier may be required to provide any or all of the services, including training, if any, as specified
in Chapter 4: Clause-4.2.

2.19 Spare Parts

The Supplier shall be required to provide any or all of the following materials, notifications, and
information pertaining to spare parts manufactured or distributed by the Supplier:

( Such spare parts as the Purchaser may elect to purchase from the Supplier, providing that
a this
)( election
In shallofnot
the event relieve theofSupplier
termination of any
production warranty
of the spare obligations
parts: under the Contract; and
b (i) Advance notification to the Purchaser of the pending termination, in sufficient time
) to
permit the such
(ii) Following Purchaser to procurefurnishing
termination, needed requirements;
at no cost andto the Purchaser, the
blueprints,
drawings and specifications of the spare parts, if requested.
2.20 Warranty
a) The Supplier warrants that all the Goods are new, unused, and of the most recent or current models,
and that they incorporate all recent improvements in design and materials, unless provided
otherwise in the Contract.

b) The Supplier further warrants that the Goods shall be free from defects arising from any act or
omission of the Supplier or arising from design, materials, and workmanship, under normal use in
the conditions prevailing in India.

c) Unless otherwise specified in the SCC, the warranty shall remain valid for Thirty Six (36) months after
the Goods, or any portion thereof as the case may be, have been delivered to and accepted at the
final destination indicated in the SCC, or for Forty Two (42) months after the date of shipment from
the port or place of loading in the country of origin, whichever period concludes earlier.

d) The warranty on the associated software should cover providing of upgraded version/s, if any,
released during the warranty period free of cost.
e) The bidder shall assure the supply of spare parts after warranty is over for maintenance of the
equipment supplied if and when required for a period of 10 years from the date of supply of
equipment on payment on approved price list basis.
f) The equipment must be supported by a Service Centre manned by the principal vendor’s technical
support engineers. The support through this Centre must be available 24 hours in a day, seven days
a week and 365 days a year. Also it should be possible to contact the Principal’s vendor support
Centre on a toll free number/web/mail.
g) An undertaking from the manufacturer is required in this regard stating that they would facilitate the
Bidder, Service provider on regular basis with technology / product updates & extend support for the
warranty as well.
h) Supplier will have to arrange for all the testing equipment & tools required for installation, testing &
maintenance etc.
i) The Principal Supplier must have a local logistics support by maintaining a local spares depot in the
country of deployment of the equipment. This is to ensure immediate delivery of spares parts from
Principal Supplier of equipment to its channel partner/system integrator.

j) Details of onsite warranty, Name of Agency that shall maintain during warranty and undertake
Annual Maintenance Contract/Comprehensive Service Maintenance Contract beyond warranty shall
be given in the offer. In case of foreign quote, the name of Indian Agent who shall maintain during
warranty and AMC beyond warranty shall be given in the Technical Offer.

k) The Purchaser shall give notice to the Supplier stating the nature of any such defects together with
all available evidence thereof, promptly following the discovery thereof. The Purchaser shall afford all
reasonable opportunity for the Supplier to inspect such defects.

l) Upon receipt of such notice, the Supplier shall, within a reasonable period of time, expeditiously
repair or replace the defective Goods or parts thereof, at no cost to the Purchaser.
m) If having been notified, the Supplier fails to remedy the defect within a reasonable period of time; the
Purchaser may proceed to take within a reasonable period such remedial action as may be
necessary, at the Supplier’s risk and expense and without prejudice to any other rights which the
Purchaser may have against the Supplier under the Contract.
n) In case the Equipment / System remains non-operational or performs below the desired level for
more than 1 week after intimation of the fault in the Equipment / System then Warranty period shall
be extended for further period for which Equipment / System remained non-operational or
performed below the desired level, without prejudice to any other terms and conditions of the
Contract.

o) The defects, if any, during the warranty period are to be rectified free of charge by arranging free
replacement wherever necessary.
p) In case of any replacement during the warranty period the same shall be made free of cost i.e. DDP
for import replacement and/or free delivery to NCL for indigenous replacement. All the duties / taxes
relating to these replacements have to be borne by the supplier. Dispatch details of such warranty
replacements have to be informed in advance to enable us to provide documents for custom
clearance.
q) Any replacements during warranty period should be free of cost. If the defective item has to be sent
back to the Principal Supplier, for such replacements / returns to the Principal Supplier / Indian
Agent has to bear documentation charges. If the cost of replacement is upto Rs. 5 Lakh then the
documentation charges will be Rs. 5,000 and above Rs. 5 Lakh it is Rs. 10,000. Such charges have
to be paid in favour of The Director, NCL, Pune. These charges are only for documentation. Any
charges regarding packing, forwarding, freight, insurance, etc. should be borne by the Principal
supplier / Indian Agent for returning of defective items. In other words, any warranty replacement
has to be done immediately/within a week (7 days) without expecting NCL to export the defective
items to Principal supplier for repair/replacements. All charges involved for re-export of defective
items have to be borne by Principal supplier / Indian Agent.
2.21 Terms of Payment

2.21.1. The method and conditions of payment to be made to the Supplier under this Contract shall be as
specified in the SCC.

2.21.2. The Supplier's request(s) for payment shall be made to the Purchaser in writing, accompanied by an
invoice describing, as appropriate, the Goods delivered and the Services performed, and by documents,
submitted pursuant to Delivery and document Clause of the GCC and upon fulfilment of other
obligations stipulated in the contract.
2.21.3. Payments shall be made promptly by the Purchaser but in no case later than thirty (30) days after
submission of the Invoice or claim by the Supplier.

2.21.4. Payment shall be made in currency as indicated in the contract.

2.22 Change Orders and Contract Amendments

2.22.1. The Purchaser may at any time, by written order given to the Supplier pursuant to Clause on Notices of
the GCC make changes within the general scope of the Contract in any one or more of the following:

a Drawings, designs, or specifications, where Goods to be furnished under the Contract are
) to
b be Thespecifically
method of manufactured for the Purchaser;
shipping or packing;
)c The place of delivery; and/or
)
d The Services to be provided by the Supplier.
)
e The delivery schedule.
)
2.22.2. If any such change causes an increase or decrease in the cost of, or the time required for, the Supplier's
performance of any provisions under the Contract, an equitable adjustment shall be made in the
Contract Price or delivery schedule, or both, and the Contract shall accordingly be amended. Any claims
by the Supplier for adjustment under this clause must be ascertained within fifteen (15) days from the
date of the Supplier's receipt of the Purchaser's change order.
2.22.3. No variation or modification in the terms of the contract shall be made except by written amendment
signed by the parties.
2.23 Assignment

The Supplier shall not assign, in whole or in part, its obligations to perform under the Contract, except
with the Purchaser's prior written consent.

2.24 Subcontracts

The Supplier shall notify the Purchaser in writing of all subcontracts awarded under this Contract if not
already specified in the bid. Such notification, in the original bid or later, shall not relieve the Supplier
from any liability or duties or obligation under the Contract.

2.25 Extension of time

2.25.1. Delivery of the Goods and performance of the Services shall be made by the Supplier in accordance
with the Delivery schedule specified by the Purchaser.
2.25.2. If at any time during performance of the Contract, the Supplier or its sub-contractor(s) should encounter
conditions impeding timely delivery of the Goods and performance of Services, the Supplier shall
promptly notify the Purchaser in writing of the fact of the delay, its likely duration and its cause(s). As
soon as practicable after receipt of the Supplier’s notice, the Purchaser shall evaluate the situation and
may, at its discretion, extend the Supplier’s time for performance with or without penalty, in which case
the extension shall be ratified by the parties by amendment to the Contract.

2.25.3. Except as provided under the Force Majeure clause of the GCC, a delay by the Supplier in the
performance of its delivery obligations shall render the Supplier liable to the imposition of penalty
pursuant to Penalty Clause of the GCC unless an extension of time is agreed upon pursuant to above
clause without the application of penalty clause.
2.26 Penalty clause

Subject to GCC Clause on Force Majeure, if the Supplier fails to deliver any or all of the Goods or to
perform the Services within the period(s) specified in the Contract, the Purchaser shall, without
prejudice to its other remedies under the Contract, deduct from the Contract Price, as penalty, a sum
equivalent to the percentage specified in SCC of the delivered price of the delayed Goods or
unperformed Services or contract value for each week or part thereof of delay until actual delivery or
performance, up to a maximum deduction of the Percentage specified in SCC. Once the maximum is
reached, the Purchaser may consider termination of the Contract pursuant to GCC Clause on
Termination for Default. The SCC shall also indicate the basis for ascertaining the value on which the
penalty shall be applicable.

2.27 Termination for Default

2.27.1. The Purchaser may, without prejudice to any other remedy for breach of contract, by written notice of
default sent to the Supplier, terminate the Contract in whole or part:

( If the Supplier fails to deliver any or all of the Goods within the period(s) specified in
a the
) contract, or within any extension thereof granted by the Purchaser pursuant to GCC Clause
( onthe
If Extension
Supplieroffails
Time;
to perform any other obligation(s) under the Contract
(b If the Supplier, in the judgment of the Purchaser has engaged in corrupt or fraudulent
c or
) collusive or coercive practices as defined in GCC Clause on Fraud or Corruption in
competing for or in executing the Contract.
2.27.2. In the event the purchaser terminates the contract in whole or in part, he may take recourse to any one
or more of the following action:

( The Performance Security/EMD will be forfeited;

(a The Purchaser may procure, upon such terms and in such manner as it deems
b appropriate,
) Goods similar to those undelivered, and the supplier shall be liable for all available
( actions
However,against it in terms
the supplier shall of the contract.
continue to perform the contract to the extent not terminated.
c
2.28 Force Majeure
2.28.1. Notwithstanding the provisions of GCC Clauses relating to Extension of Time, Penalty and Termination
for Default the Supplier shall not be liable for forfeiture of its Performance Security, Liquidated
Damages or Termination for Default, if and to the extent that, its delay in performance or other failure
to perform its obligations under the Contract is the result of an event of Force Majeure.
2.28.2. For purposes of this Clause, “Force Majeure” means an event or situation beyond the control of the
Supplier that is not foreseeable, is unavoidable, and its origin is not due to negligence or lack of care on
the part of the Supplier. Such events may include, but not be limited to, acts of the Purchaser in its
sovereign capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight
embargoes.
2.28.3. If a Force Majeure situation arises, the Supplier shall promptly notify the Purchaser in writing of such
conditions and the cause thereof within 21 days of its occurrence. Unless otherwise directed by the
Purchaser in writing, the Supplier shall continue to perform its obligations under the Contract as far as
is reasonably practical, and shall seek all reasonable alternative means for performance not prevented
by the Force Majeure event.

2.28.4. If the performance in whole or in part or any obligations under the contract is prevented or delayed by
any reason of Force Majeure for a period exceeding 60 days, either party may at its option terminate
the contract without any financial repercussions on either side.

2.29 Termination for Insolvency

The Purchaser may at any time terminate the Contract by giving written notice to the Supplier, if the
Supplier becomes bankrupt or otherwise insolvent. In this event, termination will be without
compensation to the Supplier, provided that such termination will not prejudice or affect any right of
action or remedy, which has accrued or will accrue thereafter to the Purchaser.
2.30 Termination for Convenience

2.30.1. The Purchaser, by written notice sent to the Supplier, may terminate the Contract, in whole or in part, at
any time. The notice of termination shall specify that termination is for the Purchaser's convenience,
the extent to which performance of the Supplier under the Contract is terminated, and the date upon
which such termination becomes effective.

2.30.2. The Goods that are complete and ready for shipment within 30 days after the Supplier's receipt of
notice of termination shall be accepted by the Purchaser at the Contract terms and prices. For the
remaining Goods, the Purchaser may elect:

( To have any portion completed and delivered at the Contract terms and prices ;
a and / or
() To cancel the remainder and pay to the Supplier an agreed amount for partially
b completed
) Goods / Services and for materials and parts previously procured by the Supplier.
2.31 Settlement of Disputes

2.31.1. The Purchaser and the supplier shall make every effort to resolve amicably by direct informal
negotiation any disagreement or dispute arising between them under or in connection with the
Contract.

2.31.2. If, after twenty-one (21) days, the parties have failed to resolve their dispute or difference by such
mutual consultation, then either the Purchaser or the Supplier may give notice to the other party of its
intention to commence arbitration, as hereinafter provided, as to the matter in dispute, and no
arbitration in respect of this matter may be commenced unless such notice is given. Any dispute or
difference in respect of which a notice of intention to commence arbitration has been given in
accordance with this Clause shall be finally settled by arbitration. Arbitration may be commenced prior
to or after delivery of the Goods under the Contract. .

2.31.3. The dispute settlement mechanism / arbitration proceedings shall be concluded as under:

( In case of Dispute or difference arising between the Purchaser and a domestic

a supplier
) relating to any matter arising out of or connected with this agreement, such disputes
or difference shall be settled in accordance with the Indian Arbitration & Conciliation Act,
1996, the rules there under and any statutory modifications or re-enactments thereof shall
apply to the arbitration proceedings. The dispute shall be referred to the Director
General, Council of Scientific & Industrial Research and if he is unable or unwilling to act,
to the sole arbitration of some other person appointed by him willing to act as such
( Arbitrator.
In the caseThe
of aaward of between
dispute the arbitrator so appointed
the purchaser and shall be final,
a Foreign conclusive
Supplier, and binding
the dispute shall
b be
) settled by arbitration In accordance with provision of sub-clause (a) above. But if this is
not acceptable to the supplier then the dispute shall be settled in accordance with
provisions of UNCITRAL (United Nations Commission on International Trade Law) Arbitration
2.31.4. The venue of the arbitration shall be the place from where the Purchase Order or Contract is issued.

2.31.5. Notwithstanding any reference to arbitration herein,

( the parties shall continue to perform their respective obligations under the Contract
a unless
)( they otherwiseshall
the Purchaser agree;
pay the Supplier any moniesand
due the Supplier.
b
2.32 Governing Language

The Contract shall be written in English language which shall govern its interpretation. All
correspondence and other documents pertaining to the Contract, which are exchanged by the parties,
shall be written in the English language only.

2.33 Applicable Law / Jurisdiction

The Contract shall be interpreted in accordance with the laws of the Union of India and all disputes shall
be subject to place of jurisdiction as specified in SCC.
2.34 Notices
2.34.1. Any notice given by one party to the other pursuant to this contract / order shall be sent to the other
party in writing or by cable, telex, FAX, e-mail or / and confirmed in writing to the other party’s address
specified in the SCC.

2.34.2. A notice shall be effective when delivered or on the notice’s effective date, whichever is later.

2.35 Taxes and Duties

2.35.1. For goods manufactured outside India, the Supplier shall be entirely responsible for all taxes, stamp
duties, license fees, and other such levies imposed outside India.
2.35.2. For goods Manufactured within India, the Supplier shall be entirely responsible for all taxes, duties,
license fees, etc., incurred till its final manufacture / production.
2.35.3. If any tax exemptions, reductions, allowances or privileges may be available to the Supplier in India, the
Purchaser shall make its best efforts to enable the Supplier to benefit from any such tax savings to the
maximum allowable extent.
2.35.4. All payments due under the contract shall be paid after deduction of statutory levies (at source) (like
ESIC, IT, etc.) wherever applicable.

2.35.5. CSIR-NCL is exempted from paying LBT & hence supplier supplying from outside Pune Municipal limits
should quote prices excluding LBT.

2.36 Right to use Defective Goods

If after delivery, installation and within commissioning & acceptance and within warranty period, the
operation or use of the goods proves to be unsatisfactory, the Purchaser shall have the right to continue
to operate or use such goods until rectifications of defects, errors or omissions by repair or by partial or
complete replacement is made without interfering with the Purchaser’s operation.

2.37 Protection against Damage

The system shall not be prone to damage during power failures and trip outs. The normal voltage and
frequency conditions available at site as under:
(a) Voltage 230 volts – Single phase or 415 Volt for 3 phase (±10%)
(b) Frequency 50 Hz.

2.38 Site preparation and installation

The Purchaser is solely responsible for the construction of the equipment sites unless otherwise
specified in Chapter 4 in compliance with the technical and environmental specifications defined by the
Supplier. The Purchaser will designate the installation sites before the scheduled installation date to
allow the Supplier to perform a site inspection to verify the appropriateness of the sites before the
installation of the Equipment, if required. The supplier shall inform the purchaser about the site
preparation, if any, needed for installation, of the goods at the purchaser’s site immediately after
notification of award / contract.

2.39 Integrity Pact

2.39.1. As per directive of the CVC all organizations including CSIR laboratories / institutes have to adopt an
Integrity pact (IP) to ensure transparency, equity and competitiveness in major Public procurement
having procurement value above Rs.3 Crore. The integrity pact envisages an agreement between the
prospective bidders / vendors with the buyer committing the persons / officials of both the parties with
the aim not to exercise any corrupt influence on any aspect of the contract. Only those bidders /
vendors, who are willing to enter in to such an integrity pact with the Purchaser, would be competent to
participate in the bidding.
2.39.2. IP also envisages Panel of Independent External Monitors (IEMs) which shall be provided /
recommended by CSIR / its labs and institutes with the approval of by CVC.
2.39.3. The integrity Pact would be effective from the date of invitation of bids till complete execution of the
contract.
2.39.4. The SCC shall specify whether there is a need to enter into a separate integrity pact or not. If the
Integrity Pact is required for the Tender then the format of Integrity Pact is as given in Chapter – 8.
 CHAPTER 2

B. SPECIAL CONDITIONS OF CONTRACT (SCC)

The following Special Conditions of Contract (SCC) shall supplement and / or amend the General Conditions of
Contract (GCC). Whenever there is a conflict, the provisions herein shall prevail over those in the GCC.

GCC Special Condition of Contract (SCC)

Clause
GCC 2.1. The Purchaser is:
(m)
THE DIRECTOR
CSIR-NATIONAL CHEMICAL
LABORATORY Dr. HOMI BHABHA
ROAD
GCC 2.1.(n) PUNE-411 008 (MAHARASHTRA)
The Final Destination is: - INDIA
CSIR-NATIONAL CHEMICAL
LABORATORY Dr. HOMI BHABHA
ROAD
GCC 2.12. PUNE-411
The amount 008
of (MAHARASHTRA)
the Performance- Security
INDIA shall be 10 % of the contract value, valid up to
60
days after the date of completion of contract obligations including warranty obligations.
GCC 2.14 The marking and documentation within and outside the packages shall be marked with
proper
paint / indelible ink.
(a Each package should have a packing list within it detailing the Part No.(s),
) description,
(b quantity etc. package, the Contract No., the name and address of the Purchaser and
Outside each
) the
(c Final
Each destination should
package should bebe indicated
marked on all
as 1/x, sides
2/x, and top.
3/x…………x/x, where “x” is the total No.
) of
(d packages
All contained
the sides and topinofthe consignment.
each package should carry an appropriate indication / label
) /
GCC (a stickers
In indicating
case of suppliesthe precautions
from to be
within India, thetaken
modewhile handling / storage.
of transportation shall be by Air / Rail
2.15.3 ) /
(b Road.
In case of supplies from abroad, the mode of transportation shall be by Air/Sea.
GCC 2.16 ) Insurance shall be for an amount equal to 110% of the CIF or CIP value of the
The
contract
from “warehouse to warehouse (final destination)” on “all risk basis” including strikes, riots
and civil commotion, in addition to storage policy for 60 days is advised so as to
ensure the inspection by the Indian Agent at the time of opening the packages.
GCC 2.20 The period of validity of the Warranty shall be as specified in Clause No 4.5 of Chapter 4.
(c)
GCC 2.21 The method and conditions of payment to be made to the Supplier under this Contract shall
be
as follows:
A Payment for Goods supplied from abroad:
Payment of foreign currency portion shall be made in currency of the Contract in
the
(a) On following manner:
Shipment: Ninety (90%)percent of the Contract Price of the Goods shipped shall
be
paid through irrevocable letter of credit opened in favour of the Supplier in a bank in
(b) itsOn country, uponTen
Acceptance: submission of documents
(10%)percent specified Price
of the Contract in GCCofClause
Goods2.15.
received shall be
paid
within thirty (30) days of receipt of the Goods and successful installation &
commissioning upon submission of claim supported by the acceptance certificate
(c) issued
The LCby
forthe Purchaser
100% along
value of the with the Performance
contract security, after
shall be established if any.deducting the
agency
(d commission
The LC will payable if any, toatthethe
be confirmed Indian agent from
suppliers cost,the
if FOB / FCA value.
requested specifically by the
) supplier.
All bank charges abroad shall be to the account of the beneficiary i.e. supplier and
all bank charges in India shall be to the account of the opener i.e. purchaser. If
LC is requested to be extended/ reinstated for reasons not attributable to the
purchaser, the charges thereof would be to the suppliers’ account. Payment of
local currency portion shall be made in Indian Rupees within thirty (30) days of
presentation of claim supported by a certificate from the Purchaser declaring that
the Goods have been delivered and that all other contracted Services have been
 B Payment for Goods and Services supplied from India:
The payment shall be made in Indian Rupees, as follows:
(a On shipment : Eighty (80%) percent of the Contract Price shall be paid on receipt of
) the
Goods and upon submission of the documents specified in GCC Clause 2.15
(b On Acceptance: The remaining Twenty (20%)percent of the Contract value shall be
) paid
to the Supplier within thirty (30) days after the date of the acceptance certificate
issued by the Purchaser subject to submission of performance security, if any.
(c In case of supplies where installation & commissioning is not required payment will
) be
made within 30 days from receipt of items by purchaser as per purchase order contract.
(d E-Payment: All payments, NCL prefers to make Electronic Transfers (RTGS)
) through
State Bank Of India, NCL Campus Branch, Pune.
NOTE:
 All payments due under the Contract shall be paid after deduction of statutory levies
at
source (like ESIC, Income Tax, etc.), wherever applicable.
GCC 2.26 (a As time is the essence of the contract, Delivery period mentioned in the Purchase
) Order
should be strictly adhered to. Otherwise we will have to forfeit EMD/PS and also
LD clause will be applicable /enforced
(b If the supplier fails to Supply, Install and Commission the system as per
) specifications
mentioned in the order within the due date, the Supplier is liable to pay
liquidated damages of 1% of order value per week of delay subject to a maximum of
10% beyond the due date. Such money will be deducted from any amount due or
(c whichreserves
NCL may become dueto
the right to cancel
the supplier
the order in case the delay is more than 10
) weeks.
(d Penalties,
The maximumif any, will beof
amount deducted
penalty from the10%.
shall be EMD/PS
)(e The liquidated damages shall be levied on the delivered price of the delayed Goods
) or
GCC 2.33 unperformed
The place Services
of jurisdiction or contract
is Pune, India. value.
GCC 2.34.1 For notices, the Purchaser’s address is
THE DIRECTOR
CSIR-NATIONAL CHEMICAL
LABORATORY Dr. HOMI BHABHA
ROAD
PUNE-411 008 (MAHARASHTRA) - INDIA
Telephone # : 0091-20-25902380 /
2663
GCC 2.39.4 The integrity pact is not to be signed. However, efforts must be made to realize the
objectives
& spirits thereof.
 CHAPTER 3

(To be filled by the bidder and enclosed with the Technical Bid)

SCHEDULE OF REQUIREMENT

The Schedule of Requirement must clearly specify the time frame required (Schedule) for delivery of goods and
services to be completed by the bidder (in reference to Scope of Supply given in Clause-4.2 of Chapter-4) if the
Contract is awarded for the offer / proposal submitted by the bidder in response to this Tender.

A) Delivery Schedule:

Brief Description of Quantit

Sr. Delivery Schedule
Goods and y&
No.
Services Unit

Period of delivery shall start from : ________________________________________

B) Term of delivery / Delivery Term :

Goods from Abroad

Goods from India

C) Time frame required for conducting installation, commissioning of the equipment, acceptance test, training,
etc. after the arrival of consignment or before dispatch of equipment:

Sr. Activity Time Frame

No.
1 Site Preparation (if required)

2 Installation & Commissioning

3 Acceptance Test

4 Training
5

_________________ Signature of the Bidder : _______________________

Place :

Date : _______________________
 CHAPTER 4

SPECIFICATIONS, ALLIED TECHNICAL DETAILS AND SCOPE OF SUPPLY

4.1 Specification of Comprehensive AMC for IT Infrastructure:

Facility Management Services (FMS) & Annual Maintenance CONTRACT

(AMC) To be provided FOR the ASSETS IN THE
National Chemical Laboratory, Pashan, Pune

Wherever there is conflict between chapter 4 and Tender Document, the

conditions given in chapter 4 will prevail over those in other parts of
Tender Documents

Contract Period
Mandatory Site Visit Date
Mandatory Site Visit
Contact Person for Site Visit
Location for providing services
Short‐listing of Tenderers
One Year (Likely to be extended for one more year)
th th
5 October 2015 to 15 October 2015
(10.30 am to 12.30 pm and 2.30 pm to 4.30 pm, with prior
It is mandatory for the bidder to inspect total IT infrastructure
before tendering. The bidder will not be allowed to raise any
reservations / objections once, submitted the tender or entered
into the contract.
KD Deshpande,
Senior Principal Scientist and Head,
NAU Digital Information Resource
Center,
National Chemical Laboratory, Pashan, Pune
411008 Contact No : 9422000037
Entire National Chemical Laboratory (NCL), All the allied buildings in
the premises of NCL, NCL Guest House, NCL Medical Center, NCL
Innovation Park (all located within ½ km distance from the main
building)
Technically qualifying tenders will be short listed. Such short listed
tenderers will be asked to make presentation, about the desired
services, quality of service, response, availability of technical skills,
deployment of technical team for this contract, key persons /
resources assigned for NCL’s job, deliverables etc.

Evaluation Criteria: The Technical Committee constituted by the Director, CSIR‐NCL will evaluate technical
bids. The decision of the committee will be final. The short listed tenders will be rated on their technical
performance.

Eligibility/Qualifying Criteria :

Following documentary evidences related to the Tenderer's qualifications will be considered for the
eligibility. The Tender Offers of bidders failing to submit any of the below mentioned documents will be
rejected.
1 Bidder should not have any record of having been black listed by any Govt. / Public sector
organization in the last Three years.
st
2 Bidder should be a company registered under the Companies Act, 1956 since last 5 years as on 1
July 2015, and having office of operation in Pune. Certificate copy to be attached.
3 Bidder must have Sales Tax and Income Tax Registration Certificate.
4 Bidder should provide Excise details (Excise no/ Excise Range/ Excise Division/ etc…)
5 Bidder should be registered with CST/LST/Service Tax certificate. (should enclose the copies)
6 Bidder should provide copies of registration certificates for MVAT and service tax along with the
technical proposal.
7 Bidder should possess PAN card in the name & style of the Company. The copy should be attached
along with the technical proposal.
8 Bidder should have at least three years of experience in successfully executing similar kind of
maintenance contract in Govt. / Public / Reputed Private sector organizations. (Pl provide list of few
clients, along with copies of PO)
9 Bidder should provide List of sites under AMC / FMS during last three years, with a copy of the
Purchase Order / Work Order for at least one FMS / AMC Contract worth Rs. 25 lakhs or above per
year. Letter from clients to be furnished.
10 Bidder should have a dedicated & well‐equipped, Pune based Office of operation, that will also act
as a spare parts stocking center.
11 Bidder should provide complete escalation matrix elaborating their organizational details.
12 Bidder should attach the Mandatory ‘Site visit attended certificate’ issued by NCL.
13 Bidder should have experience of successfully providing Facility Management and Maintenance
Services for PCs, Printers, Laptops, work stations, Thin Clients, etc. at a single customer having at
least 1500 nodes. Client satisfactory certificate should be attached with the technical proposal.
14 Bidder should be experienced in maintaining Windows, LINUX, MAC based workstations for at least
three years.
15 Bidder should have skills and experience in help desk management services of min 1500 nodes.
Client satisfactory/experience certificate should be attached.
16 Bidder should have a service / repair center in Pune with technically qualified service engineers. List
of maintenance related equipment / facilities and Service Engineers available in the Pune center
should be provided along with the bid.
17 Bidder should have good technical command & authorized service partnerships with IBM, Microsoft,
Linux, ORACLE, etc. (should provide copies of certificates).
18 Bidder should have good technical command & authorized service partnerships with IT assets
including MNC / NC branded manufactures, especially, HP‐Compaq, IBM, Dell, Acer, Sony, HCL,
Zenith, Epson, Samsung, etc. (should provide copies of certificates).
19 Bidder should provide audited balance sheet copies of last 3 years along with Technical proposal.
20 Bidder should have turnover of at least Rs. 100 Lakhs from AMC / FMS services of IT infrastructure.
(Only in services not in sales).
 21 The contract shall include all components including Mother Board, HDD, RAM, SMPS, keyboard,
mouse, printer heads, printer spares and may exclude the consumables like printer ribbons, Toner
cartridges, Ink cartridges, CDs/DVDs, etc.
22 A set of onsite spares should be maintained which should include frequently failing parts like FDDs,
SMPSs, various types of add‐on cards, HDDs of various capacities, CD Rom writers, etc.
23 Bidder should provide the Letter for acceptance of all Terms and Conditions of the tender
document.

Scope of Work / SERVICES

The scope of the work involves following activities.

 Maintenance of the existing IT infrastructure. This would also entail interaction with all
vendors who have supplied IT equipment or have an AMC / Warranty with NCL for
equipment.
 Maintenance of all PCs / workstations with O/S Windows XP, 07, 08, 8.1, 2003, 2008, 2012,
Red Hat Linux, CentOS, Ubuntu, SQL etc.
 Help installing commonly used packages/applications on client systems at NCL.
 Submit regular reports of the status of the IT infrastructure.
 Coordination with existing AMC vendors and management of existing AMCs until expiry of
contract with existing vendor.
 Taking over AMC from existing vendor, extending the AMC services to all hardware, software
procured under this contract after expiry of the warranty period, coordinating repairs and
maintenance with OEMs during warrantee and during AMC periods.

NCL IT Infrastructure:

a) Desktop Management & Software Support

The Vendor shall undertake contract for all items on “As is where is” basis.

1. The contract shall include all components including hard disk, printer heads but excludes the
consumables like printer ribbons, Toner cartridges, Ink cartridges, CDs/DVDs and DAT Tapes.
2. Determining standard workstation suite of software. Ensure software distribution as per
standards. Conducting periodic audits to verify compliance.
3. User support & Trouble shooting for all systems and office automation software (WIN7, 8,
8.1, Office 2003/2007, 2010, 2013 Pro Plus (Including configuration), Open Office, etc).
4. Printer selection / configuration / new installations, trouble shooting.
5. Installation of necessary updates/upgrades / patches.
6. Data recovery support, system recovery from hardware crash. The vendor has to provide
complete tool for the same.

b) Maintenance Of Hardware:

1. Repairs of workstations, desktops, Laptops, Thin Clients, Monitors, Printers, etc.

2. Preventive maintenance of workstations, desktop, Laptops, Thin Clients, Monitors,
Printers, Peripherals, etc.
3. Advising DIRC on cannibalization / Upgradation of PCs, Printers and laptops &
peripherals.
4. Installation & configuration of new hardware, peripherals, hardware components,
drivers.

34
 5. Installation of network printers and other peripherals as and when required in respect to
IP address management.
6. Inspection of the new hardware and certification.

c) Asset Inventory

1. Maintain and update inventories of hardware, software component & peripherals.

2. Advising on new hardware procurement, quality certification of new hardware.
3. Install Move, Add, and Change IT assets.
4. Generating MIS reports.

d) Vendor Management Services

The HelpDesk shall maintain database of all IT equipment of the lab, with other vendors. The
database should include contact details of these vendors, escalation matrix, response &
resolution time commitments etc. The HelpDesk should do first‐level diagnostic & resolution
(if possible) of the problem, promptly log and constantly track, coordinate and escalate
problems with the respective vendors for equipment/ components/ services under vendor’s
contract/warranty till resolution of the problem.

e) HelpDesk

i. The HelpDesk should be responsible for logging all complaints received through phone or
e‐mail. Issue of complaint numbers, adjudging severity of the problem, assigning resident
engineer(s) to rectify problem, replacement of faulty parts, coordination for issue of gate
passes of materials out for repairs, receipts of material after repairs, maintaining proper
record of the material in/out, tracking call status, escalating calls ‐ if necessary to higher
levels, generation of call reports and other reports on pending calls etc., analyzing call
statistics, logging & following‐up with other vendors for rectification of problems with
other equipment under other vendor’s warranty/ AMC.

ii. The Helpdesk should be maintained by vendor’s person who is qualified & experienced
enough to handle the HelpDesk (to be referred to as Coordinator hereinafter). The
person should have good communication skills and at least basic understanding of IT
equipment, Operating Systems, popular software and should be professional in customer
service attitude. He shall be regularly interacting with DIRC on the status of FM / AMC
Services e.g. status of Pending problems, spares inventory management etc. and provide
all required reports in this regard. The vendor may permanently position more personnel
(in addition to the resident engineers) for the HelpDesk related functions at his
discretion. Any absence/late coming/early going of such personnel shall also be
subjected to non‐performance for taking action, such as contract termination. The
HelpDesk has to be operational on all days from Monday to Sunday including Holidays.

iii. The HelpDesk should provide all reports pertaining to Vendor management, vendor’s
performance analysis, escalation events etc. In case of PCs, the HelpDesk shall, except
direct hardware support, provide all support services directly e.g. loading &
configuration of provided standard software packages, antivirus package, operating
systems etc.

iv. The vendor has to ensure contingency arrangement for leave / resignation / re‐
assignment of FM /AMC personnel and intimate the same to us well in advance.

35
SECTION – A :

Scope: Should cover the entire NCL campus (including the medical center, guest house, NCL Innovation
Park). Any suitable user friendly ‘Call management software’ can be arranged and installed in NCL’s server.
Prior demo is necessary for its acceptance by DIRC.

A1: List of Deliverables :

 Logging user calls and issuing a trouble ticket.

 Tracking each call to resolution.
 Escalating calls, if necessary.
 Generating call reports.
 Analyzing the call statistics.

A2: Service level Objectives:

The problems will be classified into 3 Severity Levels:

Severity Level – 1 (Top level priority) :

Calls that can have severe impact on business affecting large number of users.

‐ Calls to be attended immediately and resolved within 4 hrs. either through: repair; bringing up a
backup PC;

Severity Level – 2 (Middle level priority) :

The end user system is unusable affecting individual users. e.g. ‐ printing problems, problems using
Operating Application (OA) tools, virus problems, client network connectivity problems, etc.

‐ Calls to be attended within 4 hours and resolved within two days if software / configuration
problem or depending on vendor if hardware under warranty.

Severity Level – 3 (Low level priority) :

New Software/ Hardware installations & upgrades, change in configuration of the desktop etc.

‐ Calls to be attended in two days and resolved within a week.

A3: Down time:

Down time will be calculated as below:

In case of Severity level 1, extra day taken to resolve the problem beyond the stipulated one day
resolution time and in case of Severity level‐ 2 & Severity Level–3, extra number of days taken to resolve
the problem beyond stipulated resolution, will be considered as strong base for termination of contract
at any point of time, in case found beyond consideration.

36
 A 4 : MIS Reports

 Weekly ‐ Pending calls report

 Monthly ‐ Call type report, Downtime report, call trend report.

SECTION – B: TECHNICAL SUPPORT SERVICE

Scope: It will cover the maintenance of Workstations, Desktops, Printers, Laptops, Thin Clients.

B1: List of deliverables :

 First level hardware supports for the above equipment ‐ Diagnosing the problem and resolve it or
getting the same resolved through suppliers/vendors providing FMS/AMC as the case may be.
 First level application support at client end
 Supporting the desktop OS and OA software (Win XP / Win 7/ Win 8 / Win 8.1 / Win 10, Linux (Red
Hat, CentOS, Ubuntu) / MS Office / Open Office/, ISM, Photoshop, Corel.)
 Resolving printing problems of the users
 Resolving network connectivity problems at the client end
 Installing standard OS & OA software on the clients
 Installing computers and peripherals (viz. printers, scanners etc.)
 Performing any Install, Move, Add or Change (IMAC) at the client level

B2: Service level objectives / MIS Reports :

As mentioned under Help Desk service, Severity levels & downtime to be defined, initial reporting has to be
done by HelpDesk service.

SECTION – C : VENDOR MANAGEMENT SERVICE

Scope: It will cover the IT vendors of NCL for coordinating with them to get problems resolved.

C1: List of deliverables

 Maintaining database of the various vendors with details like contact person, telephone no.,
escalation matrix, response time and resolution time commitments etc.
 Logging calls with vendors.
 Coordinating with vendors to get problems resolved.
 Escalating problems, if required
 Keeping track of the hardware and software maintenance contracts entered into by NCL with the
various vendors.

C2: Service level objectives

 Coordinating with AMC/Warranty vendors keeping all the equipment under AMC/Warranty, so that
the calls logged on them are resolved within the time stipulated in their maintenance contract
/Warranty Terms with NCL measured on a weekly basis.

37
C3: MIS Reports:

 Weekly call reports (vendor wise),

 Monthly Downtime report (vendor wise).

SECTION – D : Anti‐virus updates/ Maintenance Services

Scope: It will involve attending to virus problems at the desktop level.

H1: List of Deliverables

 Pattern file / s/w updates to antivirus gateway & intranet server software.
 Attending to and clearing virus attacks at desktop level

H2: Service Level Objectives

 Keeping all the desktop PCs virus free

H3: MIS Reports

 Monthly report on virus attacks at desktop level

 Weekly pending calls report

SECTION – E : HARDWARE MAINTENANCE

Scope: It will involve hardware maintenance of Workstations, Desktops, Laptops, Printers, Thin Clients, etc.
as per the list in Annexure D – I.

List of Deliverables:

Maintenance support for all, as per the list and as per the Terms & Conditions as under:
Terms & Conditions for hardware maintenance:

1. The support should include supply of original spare parts from OEMs only and not from local / retail
market. Faulty parts arising out of replacement would be firm’s property. The spare parts which are
taken for repairs to the factory/workshop of the contractor shall be replaced back in original (serial
number will be noted down) after repairs in perfect working condition. Necessary permission will be
given for movement of spares in and out of NCL.

2. The FMS service provider should keep at least following number of standbys of higher configuration
at NCL.

a. Three numbers of desktops.

b. Two numbers of LaserJet printers.
c. Spare parts for printers and desktops to be stocked

38
3. The support engineer should be well trained customer support engineer in all respects i.e. well
mannered, technically sound and having vast knowledge in the field.

4. Half yearly Preventive maintenance should be strictly carried out on each machine
(PC/printer/laptops). Half yearly report signed by each user will have to be submitted for all the
machines under contract.

 Following shall be the Scope of Preventive Maintenance :

a) Periodically checking and servicing the computer systems as per the schedule laid by DIRC.
b) Scanning the hard disk drive for bad sectors and corrupted files.
c) Cleaning of CD/DVD drive and any other devices which require cleaning.
d) Cleaning of printer carriages, heads, oiling, etc. for preventive printer maintenance.
e) Routine maintenance of PC/printer/laptops.

 Following shall be the Scope of Breakdown calls:

a) In case of break down, the calls shall be attended on priority basis by the resident engineer.
b) Wherever spare parts are required to be replaced, the standby spare parts are to be put so that
the down time will be minimal.
c) The parts to be replaced should be of the same make and compatible to the same model of any
of the IT devices.
c) The replacement parts will be the property of the service provider. Such parts may be taken out
of campus with proper official goods return procedure.

5. A computerized register of the complaints and follow‐up must be maintained through HelpDesk s/w
tool, to be installed by the service provider.

6. The downtime will be calculated, which considers the number of FM working days for resolution of
the call beyond the first day of the complaint. Please note that the down time is calculated based on
the severity level mentioned under HelpDesk.

7. The service contract may be terminated, in case the above mentioned down time is found to be
increased beyond the control.

8. The service contract may be terminated if the terms and conditions of the FM/ AMC are not fulfilled.
Further, if the contractor fails to fulfil all the terms and conditions of the FM/AMC, the contractor
will not be allowed to bid again for FM/AMC in future, at any circumstances.

9. On expiry/termination of the contract, the contractor will need to handover all equipment under the
contract over to DIRC in good working condition, before the release of that quarter’s payment.

10. Any failed hardware/Desktop/Printer should be repaired within stipulated time prescribed in Section
A – Helpdesk. If hardware/PC/printer is not repaired in the stipulated time, standby has to be
provided.

11. The original hardware/desktop/printer should be repaired /replaced with equivalent hardware
within 15 days of failure. If not, NCL will repair the hardware / desktop / printer and cost of repairs
will be deducted from vendor’s bills.

39
Service Level Objectives:

As mentioned under help desk service severity level 2

MIS Reports:

 Weekly pending calls report

 Monthly downtime report
 Monthly report of machines going out of AMC/warranty
 Weekly report of standby’s / spares deployed, hardware repaired.
 Maintain register showing PC’s/ printers/ parts taken out of NCL for repairs and return

OTHER TERMS AND CONDITIONS:

 The Vendor should deliver the service in sincerity and by maintaining confidentiality
 While ensuring continuous service availability, vendor will deploy backup personnel as necessary.
 The Vendor should have at least one ITIL 3 certified Customer Account Manager.
 Subcontracting or transfer to any other person / firm the services mentioned is not allowed.
 The performance will be reviewed on yearly basis and the contract may be extended for one more
year strictly on the basis of performance rating.
 The working hours will be 9.30 hrs. To 18.00 hrs.
 The selected service provider should have at least five resident personnel with the qualifications and
experience as given below.

Program Manager (L3 Level Support) One Person.

 The person will be the team leader and responsible for all FM services specified in this tender. The
firm should have alternate backup personnel in case need arises.

 He / she should be Linux / Windows Certified, with BE / MCA / MCS in computer / information
technology or equivalent, with three years’ experience.

Support Engineers (L2 Level support) 3 Persons.

Engineers with any of the industry standard IT related certification like MCSE, MCSA/ RHCE/ MCP/
CCNA, with min BE / Diploma / BCA in Electronics/ Computer/ Information Technology or Diploma in
Electronics /ECE or BCA with minimum of 2 years working experience or any other graduate with
minimum 3 years of work experience in desktop maintenance area.

The vendors, quoting for the job should submit full details about the qualifications, experience &
expertise of the persons proposed to be employed, with documentary evidence. NCL will do the final
screening of the staff to be posted at NCL.

The deputed personnel shall

a) At all times abide by rules for holidays, working hours as followed by NCL.
b) At all times abide by general rules of conduct and discipline as required by NCL.
c) At all times strictly follow the confidentiality conditions laid down by NCL.

Monthly review meetings will be held to discuss status of all the services and options listed above.
Any pending issues/ problems and suggestions for improvement / additional facilities/ services will
be discussed in the meetings. The minutes of this meeting will be documented and kept in records.

40
PENALTY CLAUSE

As per the downtime calculated & the penalty rates given, entire amount of penalty will be deducted
from payable amount of billing period.

TENURE

The Maintenance Contract will start from the date of issue of Letter of Intent (LoI) from NCL and
submission of Performance Security by the successful vendor and shall be valid for the period of one
year from the date of take over. Services will be for One year with a possible extension for one year
based on performance.

List of IT infrastructure assets (h/w, s/w) to be considered for AMC

A) List of desktop / laptop / work station PCs

Sr. Asset Details No of Assets

Work Desktop Laptops Total
1 PCs with Centos OS 11 02 00 13
2 PCs with Fedora OS 03 05 01 09
3 PCs with MAC OS 00 03 09 12
4 PCs with Red Hat Linux OS 03 01 00 04
5 PCs with Ubuntu OS 03 18 01 22
6 PCs with Windows 7 OS 26 208 52 286
7 PCs with Windows 8 OS 01 16 23 40
8 PCs with other OS 04 13 03 20
9 PCs with 98 / 2K / XP / Vista (*) 19 403 44 466
(*) : To be upgraded to Win 8
Total No. of 70 669 133 872
PCs
b) List of Printers
Sr. No Type of the printers Make of the Printers No of Assets
1 All‐in‐one Printers HP / Cannon / Panasonic 90
2 Color Deskjet HP / Cannon 17
3 Color Inkjet HP / Cannon 08
4 Color Lazar HP / Cannon 44
5 Deskjet HP / Cannon 29
6 Dot Matrix Epson 03
7 Inkjet HP / Cannon 09
8 Lazar HP / Cannon / Samsung / Epson 287

Total No. of Printers 487

Sr. No. Requirement Item

1 FMS Services (HR and HR management Services

)
2 Network Operation S/w Tool and Package
implementation

41
Note :

1. In all the above cases, whenever necessary, all the parts and components should be replaced free of
cost. (only replacement / no repairs)
2. Details / capabilities / specifications of NOC (Network Operation Center) software should be clearly
defined provided in the technical bid.

 Facilities provided by NCL.

o One Desktop PC with N/W connectivity

o E‐mail accounts
o Sitting place for Support Staff with int. phone no.

Exclusions:

Following items, wrt above mentioned BOQ need not be considered for free replacement.

1. In case of Laptops, LCD screen replaced free of charge

2. In case of Desktops, EHT, Picture tube and LCD screen
3. In case of printers, printer head, drum kit, cartridges

Other Terms and Conditions:

 The contract Period is from 1.12.2015 to 30.11.2016

 The spares to be used in the maintenance of Computers and Printers must be genuine ones, of the
same make by ensuring their compatibility with our assets.
 A set of Onsite spares on site will have to be maintained will which include frequently failing parts
like FDDs, SMPS, HDDs, plug‐in cards, CD writers, etc…
 The spares must be kept in the stores which will be provided to the vendor.
 Maximum down time allowed for any malfunctioning of the system should be 2 hours, from the
launching of the complaint.
 In the event of major repairs i.e. the system cannot be repaired in one day, standby unit should be
arranged to avoid inconvenience to the end user.
 One project manager and minimum four expert and well knowledgeable / qualified and certified
engineers will have to be available in NCL every day between 0900‐1730 hours (6 days a week –
Monday to Saturday)
 Old parts replaced with new one will be property of the service provider.
 Price should be inclusive of labor, spares, s/w and s/w tool usage.
 Director, NCL reserves the rights to terminate the contract without assigning any reason thereof in
the event, the services are found to be unsatisfactory.
 With respect to the above mentioned BOQ, LCD screen need not be considered for free replacement
in case of laptops
 With respect to the above mentioned BOQ, EHT, Picture tube and LCD screen need not be
considered for free replacement, in case of desktops.
 With respect to the above mentioned BOQ, printer head, drum kit, cartridges need not be
considered for free replacement in case of printers.
 A set of onsite spares should be maintained which should include frequently failing parts like FDDs,
SMPSs, plug‐and‐play cards, HDDs, CD Rom writers, etc.

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PART : B1

FMS / AMC (Responsibilities)

a. Contract for Maintenance :

Preventive and corrective maintenance of computers hardware and peripherals.

1. Preventive maintenance and performance optimization.

 Half‐yearly cycles of preventive maintenance and performance optimization of all the computers
and peripherals that are within the scope of the contract. Preventive maintenance shall include
minimally cleaning the insides, ensuring proper connectivity, updates of OS patches and performance
tests.

 7 day advance notice should be given to the users regarding preventive maintenance schedule of the
desktops, laptops, peripherals, etc...

Corrective Maintenance, repairs / replacements

2. Comprehensive coverage including hardware, labour etc.

 5 days a week, 0900‐1730 hours support.

 A minimum of at least one “engineer” must be posted on campus (6 days a week, 0900‐1730 hours)
the vendor will need to post as many of his/her staff required to meet the following performance
requirements. The posted engineer must be qualified (and not simply certifies) and experienced to
handle all problems competently.
th
 5 days a week, 009‐1730 hours for attending the complaints and resolving the issues. 6 day
(Saturday) should be used for clearing pending issues, creating weekly reports and sending the same
to management.
 Performance requirements are as follows:

 Ratio of the Number of complaints against the number of jobs completed should be less
than 3%
 Ratio of the Number of jobs completed within 24 Hours against the total number of jobs
completed should be greater than 75%
 Ratio of the Number of jobs completed within 72 hours against the total number of jobs
completed should be less than 10%
 Ratio of the Number of jobs required more than a week against the total number of jobs
completed should be less than 3%

 All replacement parts must be compatible or of better technical specifications. It is the vendor’s
responsibility to ensure rapid availability of compatible parts with equivalent or better technical
specifications.

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b. Contract for support :

Software (OS and common applications) help desk and IT hardware survey support

1. Managing a help desk on campus that will help users with all software problems, queries and
requests for help (including installation, reinstallations, repair, reformatting, fixing problems,
updating software, solving virus related problems etc, help users set‐up email profiles and software,
to access in‐house databases, locating and installing drivers/ patches etc.). This is only applicable for
the case of software already purchased by NCL.

 6 days a week, 0900‐1730 hours support.

 A minimum of at least one engineer must be posted on campus (6 days a week, 09.00‐17.30
hours).This is independent of the hardware support engineer mentioned above. The vendor
will need to post as many of their staff required to meet the following performance
requirements. The posted engineer must be qualified and experienced to handle all problems
independently.

 Performance requirements are as follows:

i) Ratio of number of complaints against the number of jobs completed should be less
than 3%.
ii) Ratio of Number of jobs completed within 24 hours against the total number of jobs
completed should be greater than 90%.
iii) Ratio of number of jobs completed within 72 hours against the total number of jobs
completed should be less than 3%.

 Expected volumes: NCL has around 1350 IT assets to be considered for AMC and 1000
computer users. Our previous experience states that the expected number of requests may
be around 175‐200 per month.

2. Creating (through a survey) and maintaining a database of all computer hardware on campus, their
locations, their warranty status etc.

c. Application / Software Level end user support ( helpdesk )

Items to be covered include:

1. OS/Application related issues:

 To install / Un‐install / Reinstall all the Microsoft Windows Operating Systems for the desktops, work
stations, (about 90 % PCs), Red Hat Linux (about 7.5% PCs) and machentosh (about 2.5% PCs) for all
the PCs in NCL main campus, NCL guest house, NCL medical center, NCL innovation park, etc…
 To install / Un‐install / Reinstall Microsoft Office (XP, 2003, 2007, 2010, 2013). Setup program will be
made available from the central server.
 To install / Un‐install / Reinstall Service Packs, Security updates, Hot‐Fixes, Plugging, Patches etc. of
Microsoft Windows Operating Systems & applications such as MS Office, Outlook Express, adobe
acrobat, etc.
 To configure Automatic Windows Update service. To solve problems/issues related to Microsoft
Windows OS & Microsoft Office, adobe acrobat.
44
2. Browser Related Issues:

 To install / un‐install / Reinstall internet browser such as internet Explorer, Thunderbird, Mozilla
Firefox, Netscape etc.
 To configure Internet proxy server configuration in all browsers.
 To install security plugging, hot fixes, upgrades etc. of above browsers.
 To solve problems/issues related to Internet Browsers.
 To solve Firewall related problems

NOTE 1 : Information Division will provide proxy server details. Service providers should be in contact with
the IT Managers.

NOTE 2 : The service providers should be in contact with IT managers and ensure changes, added on the
central servers.

3. Email Related Issues:

 To configure Email profile(s) under Microsoft Outlook (all versions), Netscape, Eudora, Thunderbird,
Mozilla etc. either in POP or IMAP mode depending upon user requirement.
 To backup & restore email profiles in case of re‐installation of OS or above‐mentioned email client
applications.
 To configure central LDAP server under all email applications for browsing of email address. To
provide full technical support to end users regarding changing email account password, configuring
webmail/pop3/IMAP account preferences etc.
 To solve problems/issues related to accessing/sending emails through webmail & pop3/IMAP email
clients.

NOTE: Information Division will provide necessary Email & LDAP server details. Critical email problems may
be forwarded to Information Division.

4. Network Related Issues:

 To configure, install & diagnose Network Cards (onboard, PCI & Wireless)
 To configure Network properties (such as IP address, Mask, DHCP, Gateway, DNS, WINS, PC
Name & Workgroup names etc.)
 To add PC/Laptop/Server in Microsoft ADS domain, coping & setting up windows login
profiles.
 To provide support in login windows domain (Microsoft ADS).
 To check Network connectivity within LAN.
 To provide technical help in mapping network shares of NAS/SAN servers.
 Connecting PC / Laptop to NCL wired or wireless LAN.

NOTE : Information Division will provide necessary details such as IP address scheme, DNS IP address,
SSIDs, Workgroup names & Microsoft ADS server/domain name, NAS/SAN server details.

45
5. Intranet Related Issues :

 To install Intranet related applications, Database retrieval Software such as CAonCD, CBNB
and SciFinder etc.
 To install add‐on/freeware applications/utilities from central server such as Adobe Reader,
WinZip, SciFinder, VPN client etc.
 To uninstall third party antivirus software (other than Trend Micro Office Scan),
 To install Antivirus software from central antivirus server. Also to scan PC through installed
antivirus application.
 To provide full technical support to end‐users regarding accessing/using Intranet sites such as
MIS, ncl@home, BD, ID, EPR etc.
 Any other application / item / support that may require a Help‐Desk. This will be
communicated by IT managers / administrators.

NOTE : Information Division will provide necessary details such as

 Database retrieval Software installation & antivirus installation / scanning procedures.

 Regarding Intranet site address. (AMC engineers may contact Intranet site administrators in
case of additional help)
 Critical antivirus problems may be forwarded to Information Division.

6. Server and OS related issues.

List of Deliverables

 Orderly start‐up and shutdown of servers as per laid down procedures

 User management – Creation and deletion of users, groups
 Install s/w, patches, updates and service packs on the servers as provided by NCL.
 Security Mgt. – Configuring Account policy, Access rights, Password control.
 Monitor CPU, disk, memory and I/O parameters.
 Verify logs in event logger and periodically clean up log files.
 Schedule and optimize the services running on the server.
 Ensure all critical services are running on the server.
 Maintain list of all system files, root directories and volumes.
 Take back up of the file systems.
 Reload OS in case of a crash.
 OS performance tuning.
 Load latest anti‐virus updates on the server.

7. Antivirus related issues

These services should ensure an effective antivirus control system for all the servers and
desktops in NCL. The service should ensure an effective process to monitor the release of latest
patches from Anti Virus and notify client in case of any virus outbreaks. The service should
protect the Information assets of NCL to the maximum extent possible in such situations.

The services should cover all the Desktops, laptops, work stations, Serve rs (used by the
individuals) of NCL and need to be managed through the Central Anti Virus Server setup in NCL.
The service should also monitor and manage the Antivirus Systems at the Internet Gateways.
46
 Deliverables wrt Central Antivirus Server

 Managing the Central Antivirus Server(s)

 Discovering Desktops and Servers on the Antivirus console
 Maintaining the configurations of all desktops reporting to their respective primary
and secondary servers.
 Updation of Virus definition files.

Notification to NCL

 Alerting and notifying the users in NCL about new viruses and its impact
 Sending Newsletters on the latest trends and vulnerabilities relevant to NCL Setup

PART : B2

Nature of ‘End User Services’

The end user services product line should focus on supporting and optimizing NCL’S user platform and
devices throughout the ownership life cycle to enhance employee productivity, reduce IT costs & streamline
management of heterogeneous environments.

The following service areas should be covered during the implementation of the Infrastructure Management
services at our end in order carry out the related tasks.

1. Service Desk Management,

2. Desktop Management,
3. Vendor Management,
4. Inventory Management.

1. Service Desk Management

The service desk should be the primary client interface for establishing a single point of contact and
providing technical assistance to the end users availing the IT Services at client’s facilities during 24X7
service window. This service should be aimed at addressing problems faced by end‐users in their day‐to‐
day use of IT. It should cover the IT infrastructure details related to the Desktops, Laptops and other
equipment as may be covered as a part of agreement.

As a part of Desktop support Management, vendor should provide their inputs which will fulfill our
requirements wrt the Responsibility Matrix, Dependencies on NCL, Flow chart of the Call Handling
Mechanism, List of deliverables

2. Desktop Management,

The desktop management services should address the technical support service requirement for client’s
infrastructure to cover Desk side support.

As a part of Desktop support Management, vendor should provide their inputs which will fulfill our
requirements wrt the installation and configuration of IT resources, Hardware support, installation of
software, Responsibility Matrix, Dependencies on NCL, other list of deliverables.
47
3. Vendor Management Services

The Vendor management services should address the technical support service requirement for client’s
infrastructure to cover Desk side support.

As part of the Vendor Management services, vendor should provide their inputs which will fulfil our
requirements wrt the scope of management, list of deliverables, MIS Reports that can be made
available, Accountability Matrix and Dependencies on NCL.

4. Inventory Management Services

This tool may be used to record and track IT equipment information like configuration details, serial
number, asset code, warranty and AMC status for all IT assets and any Installation, Add, Move and
Changes pertaining to IT equipment at our end.

As part of the Inventory Management services, vendor should provide their inputs which will fulfill our
requirements wrt the scope of management, list of deliverables, MIS Reports that can be mad
available, Accountability Matrix and Dependencies on NCL, etc...

Network Operation Center (NOC) tool

Vendor must run a web based Network Operations Center (or NOC) tool at a given location from which
control will be exercised over our end to end IT infrastructural assets so as to provide an automated
monitoring and management service for managing them, their service support and delivery operations.

NOC is expected to be responsible for monitoring the network for alarms or certain conditions that may
require special attention to avoid impact on the IT support performance.

24x7 NOC operation should be available for analyzing problems, perform troubleshooting, communication
with site technicians and tracking problems through resolution.

NOC tool should escalate the issues in a hierarchic manner, so that if an issue is not resolved in a specific
time frame, the next level can be informed to speed up problem remediation.

NCL IT management should be in a position to leverage a common repository for Problem Management,
Vendor Management and Administration of Helpdesk activities that will provide a fully customizable,
strictly web browser‐based client interface.

For sharing information, NOC tool should work in multitier system so that all the functionality should
provide availability and performance management, asset inventory, s/w compliance management,
capacity management, incident and problem management all in an integrated offering and provide system
monitoring.

7. All escalation and technical support should be provided through email, telephone, cell phone. All
Technical Support Escalation should contain precise problem description along with the screen
shots of the problem.

8. All regional Tools Specialist along with NCL administrator should be informed on any latest
patches or upgrade available on the product for better performance.

9. All NOC Installations i.e. License’s should valid until & unless NCL is covered under AMC. NCL
48
 should be provided a Valid Copy of License Document for Installation from vendor’s IT Practices
Team. The Media & Documentation should be with the Regional Tools Specialist. A copy of media
should be provided to the NCL.

PART : B3

Qualification Criteria for Eligibility

1. The vendor should have a service / repair center in Pune with technically qualified service engineers.
List of maintenance related equipment / facilities and Service Engineers available in the Pune center
should be provided along with the bid.
2. Vendor should have a dedicated & well‐equipped, Pune based Office as well as spare parts stocking
center
3. Vendor should provide complete escalation matrix elaborating their organizational details
4. Vendor should have good technical command & authorized service partnerships with Sun
Microsystems / IBM / Microsoft / Linux / ORACLE / etc as well as all leading suppliers of IT assets
including MNC / NC branded manufactures, especially, HP‐Compaq, IBM, Dell, Acer, Sony, HCL,
Zenith, Epson, Samsung, etc. (should provide copies of certificates).
5. Vendor should have at least 10 years of experience in successfully executing similar kind of
maintenance contract in Govt. / Public / Reputed Private sector organizations.
6. The engineers, who will be deputed at NCL should have at least 3 years’ experience in pc’s printers &
other peripheral’s maintenance. They should be qualified and not just certified. (enclose qualification
wise details)
7. Wherever necessary, the vendor must enclose copies of certificates, list of staff to be deputed,
related to the work mentioned in this indent.
8. The firm should provide details of their HR backup policy, in case of long leave / leaving of job of the
engineers deputed to NCL / etc.
9. The rates of AMC for Computers, Printers, etc. should be of comprehensive nature and inclusive of
labour and cost of spares.
10. A set of onsite spares should be maintained which should include frequently failing parts like FDDs,
SMPSs, various types of add‐on cards, HDDs of various capacities, CD Rom writers, etc.
11. Such spares should be kept in our stores under your custody. Necessary space for this will be
provided by NCL.
12. After every half year, the performance of the services will be reviewed, in order to take decision of
continuing / terminating the AMC contract.
13. After every half year, a review will be taken to check the no. of assets being transferred from ‘Under
Warranty’ to ‘Out of warranty’ and will be considered for providing AMC. The charges will be
considered proportionately.

Note 1 : Director NCL reserves the right to terminate the contract without assigned any reason thereof in
the event your services are found to be unsatisfactory.

Note 2 : Any additional Computers, Printers, Laptop, software added to the quantity indicated above, will be
Paid proportionally as per the quoted rates

Dependencies on NCL

 All calls to be logged at the Service Desk.

 Vendor contact for all IT equipments to be given to service providers.
 Adequate sitting and storage space, telephone connections, E‐mail Ids.
 E‐Mail accounts for the vendor's Help Desk personnel.

49
  Names and contact numbers of NCL personnel who need to be contacted if an issue needs to be
escalated by the vendor.
 A list of all office addresses and contact persons in detail.

MIS Reports :

 The vendor should provide Daily – Pending calls reports as well as Monthly – Call type report, Call
trend report, Closed call summary report, Call analysis report, SLA Report, etc.
 A summary of all relevant data should be presented to NCL IT Managers. A monthly executive
summary should be discussed with the IT team.
 A summary of all relevant data should be available on central server and presented to NCL IT
department, as and when required. A monthly executive summary should be discussed with the IT
manager.

Contract Period :

st th
The contract will be signed for the period of one year, from 1 December 2015 to 30 November
2016.

4.2 Commercial evaluation of bid

The bid will be treated as incomplete if bidder has not quoted for all the components given in
scope of supply (clause 4.1) and the incomplete bid will be rejected. The bidder should also
quote for all incidental services. The bid will be commercially evaluated for the components in
the scope of supply.

50
 CHAPTER 5

Qualification Requirements

As given in Chapter 4: Clause No. 1 to 23 (Page No 33 & 34)

The Bidder, who has executed successfully at least one Purchase Order (value more than Rs.5 lakh) for supply of
Goods / Services during last 3 Financial Years, need not submit the following Documents in support of
Qualification Requirements given below. However, such Bidder should enclose copy of the Purchase Order.

The Bidder shall furnish documentary evidence along with Technical Bid to support the following Qualification
Criteria:

1) The bidder shall furnish documentary evidence to demonstrate that the bidder satisfies the bidders’
eligibility criteria, as mentioned in ITB Clause 1.1.2in the form as per Annexure-K of Chapter- 8.

2) Financial Qualifying Criteria:

The Bidder shall furnish documentary evidence to meet the following Financial Qualifying Criteria:

a) An undertaking (self-certificate) is to be submitted that the Organization has not been blacklisted
during last 3 years by any Central / State Government Department/Organization in the form as
per Annexure-L of Chapter- 8.

3) The Bidder should be a manufacturer /authorized representative of a manufacturer who must have
designed, manufactured, tested and supplied the equipment(s) similar to the type specified in the
“Technical Specification”. The Manufacturers’ Authorization Form Chapter-8: Annexure B must be
enclosed with the technical bid.

4) Experience and Technical Capacity:

The Bidder shall furnish documentary evidence to demonstrate that it meets the following experience
requirement(s):

a) Equipment / System offered must be of the most recent series/models incorporating the latest
improvements in design. The models should be in successful operation for at least one year as on
date of Bid Opening.

b) The bidder (OEM/Direct Distributor/Dealer) should have supplied and installed during past 3
years, at least two similar equipments / systems as mentioned in Chapter-4. The Bidder should
furnish the information on all past supplies and satisfactory performance during past 3 years in
the Performance Statement Form (Chapter-8, Annexure D). Bidders shall invariably furnish
documentary evidence (Client’s certificate) in support of the satisfactory operation of the
equipment / system.

c) Details of Service Centres and information on service support facilities that would be provided
after the warranty period (in the Service Support Form- Chapter-8 Annexure-F).

d) That adequate and specialized expertise is already available or will be made available following
the execution of the contract in the Purchaser’s country, to ensure that the support services are
responsive and adequate as per ITB 1.13.2(c).

5) The Indian Agents of foreign manufacturers/ suppliers quoting directly on behalf of their principals for
items appearing in the restricted list of the current EXIM policy of the Govt. of India must be registered
with DGS&D.

6) Either the Indian Agent on behalf of the foreign principal or the foreign principal directly could bid in a
tender but not both. However, the offer of the Indian Agent should also accompany the authorization
letter from their principal. Further, to maintain sanctity of tendering system one Indian agent cannot
represent two different foreign principals in one tender.

The bidders who do not fulfil the above Eligibility, Financial and Technical Qualification Criteria shall be rejected
during the Evaluation of Technical Bid.

51
 CHAPTER 6: PRICE SCHEDULE

(Bidder should quote in this format however, if quoted in different format; all parameters given below should be covered)

Tender No: Tender Date: ______________

Quotation No. ______________________ Date: _______________ Quotation Valid Upto:

A) List of desktop / laptop / work station PCs

S RAT TOTA
Asset Details No of Assets
r E L
Wor
Deskto Laptop Total
k
ps s
1 PCs with Centos OS 11 02 00 13
2 PCs with Fedora OS 03 05 01 09
3 PCs with MAC OS 00 03 09 12
4 PCs with Red Hat Linux OS 03 01 00 04
5 PCs with Ubuntu OS 03 18 01 22
6 PCs with Widows 7 OS 26 208 52 286
7 PCs with Windows 8 OS 01 16 23 40
8 PCs with other OS 04 13 03 20
9 PCs with 98 / 2K / XP / Vista 19 403 44 466
(*) : To be upgraded to Win 8

b) List of Printers
S No RATE TOTA
Type of the printers Make of the Printers
r of L
1 All‐in‐one Printers HP / Cannon / Panasonic 90
2 Color Deskjet HP / Cannon 17
3 Color Inkjet HP / Cannon 08
4 Color Lazar HP / Cannon 44
5 Deskjet HP / Cannon 29
6 Dot Matrix Epson 03
7 Inkjet HP / Cannon 09
8 Lazar HP / Cannon / Samsung / Epson 287

c)
SR. REQUIRMENT NO RATE TOTAL
NO. AMOU
1 FMS Services (HR and HR Management) Service
2 Network Operation S/W Tool and implementation Packag

NOTE: Detail specifications / details of the above will be provided during the site visit.

52
 SIGNATURE OF AUTHORISED PERSON

53
 CHAPTER 7
Contract Form

Contract No. _____________________________ Date: _______________

THIS CONTRACT AGREEMENT is made

the [ insert: number ]day of [ insert: month ], [ insert: year ].
BETWEEN
(1) The Council of Scientific & Industrial Research registered under the Societies Registration Act 1860
of the Government of India havingits registered office at 2, Rafi Marg, New Delhi-110001, India
represented by National Chemical Laboratory, Pune(hereinafter called “the Purchaser”), and
(2) [insert name of Supplier], a corporation incorporated under the laws of [insert: country of Supplier]
and having its principal place of business at [insert: address of Supplier] (hereinafter called “the
Supplier”).

WHEREAS the Purchaser invited bids for certain Goods and ancillary services, viz., [insert brief description of
Goods and Services] and has accepted a Bid by the Supplier for the supply of those Goods and Services in the
sum of [insert Contract Price in words and figures, expressed in the Contract currency(ies)] (hereinafter called
“the Contract Price”).
NOW THIS AGREEMENT WITNESSETH AS FOLLOWS:
1. In this Agreement words and expressions shall have the same meanings as are respectively assigned
to them in the Conditions of Contract referred to.
2. The following documents shall constitute the Contract between the Purchaser and the Supplier, and
each shall be read and construed as an integral part of the Contract:
(a) This Contract Agreement
(b) General Conditions of Contract
(c) Special Conditions of Contract
(d) Technical Requirements (including Schedule of Requirements and Technical Specifications)
(e) The Supplier’s Bid and original Price Schedules
(f) The Purchaser’s Notification of Award
(g) [Add here any other document(s)]

3. This Contract shall prevail over all other Contract documents. In the event of any discrepancy or
inconsistency within the Contract documents, then the documents shall prevail in the order listed
above.
4. In consideration of the payments to be made by the Purchaser to the Supplier as hereinafter
mentioned, the Supplier hereby covenants with the Purchaser to provide the Goods and Services and
to remedy defects therein in conformity in all respects with the provisions of the Contract.
5. The Purchaser hereby covenants to pay the Supplier in consideration of the provision of the Goods and
Services and the remedying of defects therein, the Contract Price or such other sum as may become
payable under the provisions of the Contract at the times and in the manner prescribed by the
Contract.
IN WITNESS whereof the parties hereto have caused this Agreement to be executed in accordance with the
laws of Union of India on the day, month and year indicated above.
For and on behalf of the Council of Scientific & Industrial Research
Signed : [insert signature]
in the capacity of [ insert title or other appropriate designation]
in the presence of [ insert identification of official witness]
Signed : [ insert signature]
in the capacity of [ insert title or other appropriate designation]
in the presence of [insert identification of official witness]
For and on behalf of the Supplier
Signed : [insert signature of authorized representative(s) of the Supplier]
in the capacity of [insert title or other appropriate designation]
in the presence of [insert identification of official witness]
 CHAPTER 8

OTHER STANDARD FORMS

Sr. No. Name of the Form Annexure

1 Bidder Information Form A

Manufacturers’ Authorization
2 B
Form (NOT APPLICABLE)

3 Bid Security Form / Earnest Money Deposit C

4 Performance Statement Form D

5 Deviation Statement Form E

6 Service Support Detail Form F

7 Bid Form G

8 Performance Security Form H

Acceptance Certificate
9 I
Form (NOT APPLICABLE)

10 Indemnity Bond J

11 Eligibility Certificate K

12 Non Black List Certificate L

13 Eligibility Criteria’s Compliance State M

Compliance Statement for Fulfilment

14 N
of Eligibility & Qualifying Criteria

NOTE 1: The Annexure –A, B, C, D, E, F, G, K, L, M and N should be submitted alongwith the offer /
quotation.

NOTE 2: The Successful Bidder shall submit Documents with reference to Annexure – H, I and J after
Award of Contract as mentioned in Purchase Order.
 ANNEXURE - A
Bidder Information Form

(a) [The Bidder shall fill in this Form in accordance with the instructions indicated below. No alterations to its
format shall be permitted and no substitutions shall be accepted. This should be done of the letter head
of the firm]

Date : [insert date (as day, month and year) of Bid Submission]

Tender No .: [insert number from Invitation for bids]

01. Bidder’s Legal Name [insert Bidder’s legal name]

02. In case of JV, legal name of each party: [insert legal name of each party in JV]
03. Bidder’s actual or intended Country of Registration: [insert actual or intended Country
of
04. Registration]
Bidder’s Year of Registration: [insert Bidder’s year of registration]
05. Bidder’s Legal Address in Country of Registration: [insert Bidder’s legal address in country
of
06. registration]
Bidder’s Authorized Representative Information

Name: [insert Authorized Representative’s name]

Address: [insert Authorized Representative’s Address]

Telephone/Fax numbers: [insert Authorized Representative’s telephone/fax numbers]

Email Address: [insert Authorized Representative’s email address]

07. Attached are copies of original documents of:

Articles of Incorporation or Registration of firm named in 1, above.

_________________________________
Signature of Bidder

Name _________________________________

Business Address _________________________________

 ANNEXURE-B
MANUFACTURERS' AUTHORIZATION FORM

[The Bidder shall require the Manufacturer to fill in this Form in accordance with the instructions indicated.
This letter of authorization should be on the letterhead of the Manufacturer and should be signed by a person
with the proper authority to sign documents that are binding on the Manufacturer.]

Date : [insert date (as day, month and year) of Bid Submission]

Tender No. :[insert number from Invitation For Bids]

To : [insert complete name and address of Purchaser]

WHEREAS

We [insert complete name of Manufacturer], who are official manufacturers of [insert type of goods
manufactured], having factories at [insert full address of Manufacturer’s factories], do hereby authorize [insert
complete name of Bidder] to submit a bid the purpose of which is to provide the following Goods,
manufactured by us [insert name and or brief description of the Goods], and to subsequently negotiate and
sign the Contract.

We hereby extend our full guarantee and warranty in accordance with Clause 2.20 of the General Conditions
of Contract, with respect to the Goods offered by the above firm.

Signed: [insert signature(s) of authorized representative(s) of the Manufacturer]

Name: [insert complete name(s) of authorized representative(s) of the Manufacturer]

Title: [insert title]

Duly authorized to sign this Authorization on behalf of: [insert complete name of Bidder]

Dated on ____________ day of __________________, _______ [insert date of signing]

57
 ANNEXURE-C
BID SECURITY FORM

Whereas ______________________________________________________________________________________
(hereinafter called the tenderer)

has submitted their offer dated ___________________________________________________________________

for the supply of _____________________________________________________________________________
(hereinafter called the tender)

Against the Purchaser’s Tender No._______________________________________________________________

KNOW ALL MEN by these presents that WE _______________________________________________________
of ________________________________________________________________having our registered office at
_________________________are bound unto _________________________ (hereinafter called the “Purchaser”)

In the sum of
___________________________________________________________________________________

For which payment will and truly to be made to the said Purchaser, the Bank binds itself, its successors and
assigns by these presents. Sealed with the Common Seal of the said Bank this ______________day of
____________20__________.

THE CONDITIONS OF THIS OBLIGATION ARE:

(1) If the tenderer withdraws or amends or modifies or impairs or derogates from the Tender in
any
(2) respect
If within the
the tenderer period
having of validity
been notifiedof of
this tender.
the acceptance of his tender by the Purchaser during
the
(3) period of its validity
If the tenderer fails to furnish the Performance Security for the due Performance of
the
(4) contract.
Fails or refuses to accept/execute the contract.

We undertake to pay the Purchaser up to the above amount upon receipt of its first written demand, without
the Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the
amount claimed by it is due to it owing to the occurrence of one or both the two conditions, specifying the
occurred condition or conditions.

This guarantee will remain in force up to and including 45 days after the period of tender validity and any
demand in respect thereof should reach the Bank not later than the above date.

______________________
(Signature of the authorized officer of the Bank)

Name and designation of the officer

Seal, name & address of the Bank and address of the

Branch

Note: Whenever the bidder chooses to submit the Bid Security in the form of Bank Guarantee, then he
should advise the banker issuing the Bank Guarantee to immediately send by Registered Post (A.D.)
an unstamped duplicate copy of the Guarantee directly to the Purchaser with a covering letter to
compare with the original BG for the correctness, genuineness, etc.

58
 ANNEXURE-D
PERFORMANCE STATEMENT FORM

Details of similar FMC / AMC SERVICES during past 3 years

Name of the Firm _________________________________

Order Placed by Order Description and Value Date of Date of actual Remarks indicating Name of Contact
(full address No. quantity of completion completion reasons for person along with
of and date of or of deliver of delivery late delivery, Telephone No.,
Purchaser) ordered de as per if any FAX No. and e-
equipm r contract mail address
ent

Signature and Seal of the manufacturer/Bidder …………………………….

Place :

Date :

58
 ANNEXURE-E
DEVIATION STATEMENT FORM

PART –I
The following are the particulars of deviations from the requirements of the tender specifications:

CLAUSE DEVIATION REMARKS

(INCLUDIN
G
JUSTIFICATIO

Place:

Date:

Signature and seal of the

Manufacturer/Bidder
NOTE:

Where there is no deviation, the statement should be returned duly signed with an endorsement indicating “No
Deviations”.

Page 59 of 71
 ANNEXURE – E

PART – II
(Refer Clause 1.25 of Tender Document)

Document
Sr. No. TENDER REQUIREMENT COMPLIANCE
Submitted
1. Bid is Signed Yes / No Yes / NA
Yes / No
Yes / NA
2. Bid Validity (90 days after the date of Bid opening) Bid valid up
to
___________
-Warranty: Months warranty from Installation Yes / NA
3. Yes / No
& Commissioning and date of
acceptance
Agree to submit Performance Security 10% of PO Value Yes / NA
4. Yes / No
as per Clause 2.12.1

Manufacturers Authorisation Form (MAF) (If Yes / NA

5. Yes / No
Applicable) Chapter 8, Annexure-B

Page 60 of 71
 ANNEXURE-F
SERVICE SUPPORT DETAIL FORM

Sr List of similar type of Address, Telephone Nature of training Name and

. services provided Nos., Fax No. and Imparted/ address
N during the past 3 e-mail address of service of service provider
o. years the buyer provided

Signature and Seal of the manufacturer/Bidder…………………………….

Place:

Date:

Page 61 of 71
 ANNEXURE-G
Bid Form
[The Bidder shall fill in this Form in accordance with the instructions indicated No alterations to its format shall
be permitted and no substitutions shall be accepted.]

Date : [insert date (as day, month and year) of Bid Submission]

Tender No. :

To : Director, CSIR-NCL, Pune

We, the undersigned, declare that:

(a) We have examined and have no reservations to the Bidding Documents, including Addenda
No.:
(b) We offer[insert the number
to supply and issuing
in conformity date
with the of each
Bidding Addenda] and in accordance with the
Documents
Delivery
Schedules specified in the Schedule of Requirements the following Goods and Related
(c) Services
The total price of our Bid, excluding any discounts offered in item (d) below, is: [insert the total
bid
(d) pricediscounts
The in words offered
and figures, indicating
and the the various
methodologies for amounts and theare:
their application respective currencies]
Discounts. If our bid is accepted, the following discounts shall apply. [Specify in detail
each discount offered and the specific item of the Schedule of Requirements to which it applies.]
(e) Our bid shall be valid for the period of time specified in ITB Clause 1.16, from the date fixed for
the
bid submission due date in accordance with ITB Clause 1.19 and it shall remain binding upon
(f) us andbid
If our may be accepted
is accepted, weat any time
commit before athe
to obtain expiration of
performance that period
security in accordance with ITB Clause
1.41 and GCC Clause 2.12 for the due performance of the Contract
(g) The following commissions, gratuities, or fees have been paid or are to be paid with respect to
the
bidding process or execution of the Contract: [insert complete name of each Recipient, its
full address, the reason for which each commission or gratuity was paid and the amount and
currency of each such commission or gratuity]
Name of Recipient Address Reason Amount

________________ _____________ _____________ ___________

________________ _____________ _____________ ___________

________________ _____________ _____________ ___________

(If none has been paid or is to be paid, indicate “none.”)

(h) We understand that this bid, together with your written acceptance thereof included in
your
notification of award, shall constitute a binding contract between us, until a formal contract
(i) is
Weprepared andthat
understand executed.
you are not bound to accept the lowest evaluated bid or any other bid that
you
may receive.
Signed : [insert signature of person whose name and capacity are shown]
In the capacity of [insert legal capacity of person signing the Bid Submission Form]
Name : [insert complete name of person signing the Bid Submission Form]
Duly authorized to sign the bid for and on behalf of: [insert complete name of Bidder]
Dated on ____________ day of __________________, _______ [insert date of signing]

Page 62 of 71
 ANNEXURE-H

PERFORMANCE SECURITY FORM

MODEL BANK GUARANTEE FORMAT FOR PERFORMANCE SECURITY

To, …………………………..

WHEREAS ……………………………….
(name and address of the supplier) (hereinafter called “the supplier”) has undertaken, in pursuance of contract
no. ……. dated ………….to supply (description of goods and services) (herein after called “the contract”).

AND WHEREAS it has been stipulated by you in the said contract that the supplier shall furnish you with a bank
guarantee by a scheduled commercial bank recognized by you for the sum specified therein as security for
compliance with its obligations in accordance with the contract;

AND WHEREAS we have agreed to give the supplier such a bank guarantee;

NOW THEREFORE we hereby affirm that we are guarantors and responsible to you, on behalf of the supplier, up
to a total of …………………………………. (amount of the guarantee in words and figures), and we undertake to pay
you, upon your first written demand declaring the supplier to be in default under the contract and without cavil or
argument, any sum or sums within the limits of (amount of guarantee) as aforesaid, without your needing to
prove or to show grounds or reasons for your demand or the sum specified therein.

We hereby waive the necessity of your demanding the said debt from the supplier before presenting us with the
demand.

We further agree that no change or addition to or other modification of the terms of the contract to be performed
there under or of any of the contract documents which may be made between you and the supplier shall in any
way release us from any liability under this guarantee and we hereby waive notice of any such change, addition
or modification.

This guarantee shall be valid until the ….. day of ………, 20…………..

(Signature of the authorized officer of the Bank)

………………………………………………………….
Name and designation of the officer

………………………………………………………….
Seal, name & address of the Bank and address of the Branch

Note: Whenever, the bidder chooses to submit the Performance Security in the form of Bank Guarantee, then
he should advise the banker issuing the Bank Guarantee to immediately send by Registered Post (A.D.)
an unstamped duplicate copy of the Guarantee directly to the Purchaser with a covering letter to
compare with the original BG for the correctness, genuineness, etc.

Page 63 of 71
 ANNEXURE-I
Acceptance certificate form
No. Dated:

M/s. ____________________________________
____________________________________
____________________________________

Sub: Certificate of commissioning of equipment

01. This is to certify that the equipment as detailed below has/have been received in good condition along
with all the standard and special accessories (subject to remarks in Para 2). The same has been installed
and commissioned.
( Contract No.
a Date:
() Description of the equipment
(b Name of the consignee
(c Scheduled date of delivery of the consignment to the
d Laboratory / Institutes
)( Actual date of receipt of consignment by the Laboratory /
e Institutes
)
(f Scheduled date for completion of
) installation/commissioning
( Actual date of completion of installation/commissioning
g
( Penalty for late delivery (at Laboratory / Institutes level)
h Rs.
)
(i Penalty for late installation (at Laboratory / Institutes
) level
Rs.
2 Details of accessories/items not yet supplied and recoveries to be made on that account:
Sr. Description Amount to be recovered
No.

3 The acceptance test has been done to our entire satisfaction. The supplier has fulfilled his contractual
obligations satisfactorily
OR
The supplier has failed to fulfil his contractual obligations with regard to the following:
Sr. Failure Amount to be recovered
No.
(a)
(b)
(c)

The amount of recovery on account of failure of the supplier to meet his contractual obligations is as indicated at
para03.

For For Purchaser

Supplier
Signature ….……………………………… Signature ………………………
Name …………………………………. Name …
………………………
Designation ………………………………….. Designation ………………………
…
Name of the firm .……………………………….. Name of the Laboratory / Institute………………...………

Date ….…………………………… Date …………………………

Page 64 of 71
 ANNEXURE – J

INDEMNITY BOND

No. ---------------------------------- Date:----------------

1) Amalgamation/Acquisition

In the event of M/s. ---------------------------------proposes for amalgamation, acquisition or sale of its business to any
other firm during this contract period, M/s.------------------------- and proposed Buyer/Successor of the Principal
Company are liable to execute, fulfill contractual obligations without any deviations. For this purpose M/s. ------------
--------------------/M/s.-------------------------------- and proposed Buyer/Successor of the Principal Company shall indemnify
itself to the Director, National Chemical Laboratory, Pune to fulfill the contractual obligations as per the terms of
the NCL Global Tender and quotation of M/s. -------------------------------------No. ---------------------- dated ----------- and National
Chemical Laboratory P.O. No.-------------- dated ----------------. The contractual obligations are supply, installation,
commissioning, warranty maintenance/replacement of spares, accessories etc. as per the above mentioned
Purchase Order.

2) JointVenture, Consortium or Association

If the Supplier is a joint venture, consortium, or association, all the parties shall be jointly and severally liable to
the NCL for the fulfillment of the provisions of the Contract and shall designate one party to act as a leader with
authority to bind the joint venture, consortium, or association. The composition or the constitution of the joint
venture, consortium, or association shall not be altered without the prior consent of the NCL.

3) Patent Indemnity

The Supplier shall, subject to NCL’s compliance and indemnify and hold NCL and its employees and officers
harmless from and against any and all suits, actions or administrative proceedings, claims, demands, losses,
damages, costs, and expenses of any nature, including attorney’s fees and expenses, which NCL may suffer as a
result of any infringement or alleged infringement of any patent, utility model, registered design, trademark,
copyright, or other intellectual property right registered or otherwise existing at the date of the Contract by reason
of: (a) the installation of the Goods by the Supplier or the use of the Goods in India; and (b) the sale in any
country of the products produced by the Goods.

For M/s. --------------- For M/s. --------------------

Principal Supplier. Indian Agent.

Page 65 of 71
 ANNEXURE-K

Eligibility Certificate

This is to certify that we are not associated, or have been associated in the past, directly or indirectly,
with a firm or any of its affiliates which have been engaged by the Purchaser to provide consulting services for
the preparation of the design, specifications, and other documents to be used for the procurement of the goods
to be purchased under this Invitation of Bids / Tender No. ________________ dated ______________.

Authorised Signatory

Name: _____________________

Designation: ________________

ANNEXURE-L

Non-Black listing Self Certificate

This is to certify that M/s. ____________________has not been blacklisted by any Central / State
Government Department / organization in last 3 years.

Page 66 of 71
 Annexure: M

Eligibility Criteria should have the documentary proof for below points

Sr. Item Complian Remarks

No. ce Yes /
Bidder should not have any record of having been black No
1 listed by any Govt. / Public sector organization in the
last Three years.
2 Bidder should be a company registered under the
st
Companies Act, 1956 since last 5 years as on 1 July 2015,
and having office of operation in Pune. Certificate copy to
be attached.
3 Bidder must have Sales Tax and Income Tax
Registration Certificate.

4 Bidder should provide Excise details (Excise no/ Excise

Range/ Excise Division/ etc…)

5 Bidder should be registered with CST/LST/Service

Tax certificate. (should enclose the copies)

6 Bidder should provide copies of registration certificates

for MVAT and service tax along with the technical proposal.

7 Bidder should possess PAN card in the name & style of

the Company. The copy should be attached along with
the technical proposal.

8 Bidder should have at least 03 years of experience in

successfully executing similar kind of maintenance contract
in Govt. / Public / Reputed Private sector organizations. (Pl
provide list of few clients, along with copies of PO)

9 Bidder should provide List of sites under AMC / FMS

during last 5 years, with a copy of the Purchase Order /
Work Order for at least one FMS / AMC Contract worth
Rs. 25 lakhs or above per year. Letter from client to be
furnished.
10 Bidder should have a dedicated & well‐equipped, Pune
based Office of operation, that will also act as a spare parts
stocking center.

11 Bidder should provide complete escalation

matrix elaborating their organizational details.

12 Bidder should attach the Mandatory ‘Site visit

attended certificate’ issued by NCL.

13 Bidder should have experience of successfully

providing Facility Management and Maintenance
Services for PCs, Page 67 of 71
Sr. Item Complian Remarks
No. ce Yes /
Printers, Laptops, work stations, Thin Clients, etc. at a No
single customer having at least 1500 nodes. Client
satisfactory certificate should be attached with the
technical proposal.
14 Bidder should be experienced in maintaining
Windows, LINUX, MAC based workstations for at least three
years.
15 Bidder should have skills and experience in help desk
management services of min 1500 nodes. Client
satisfactory/experience certificate should be attached.

16 Bidder should have a service / repair center in Pune with

technically qualified service engineers. List of maintenance
related equipment / facilities and Service Engineers
available in the Pune center should be provided along with
the bid.
17 Bidder should have good technical command & authorized
service partnerships with Sun Microsystems, IBM,
Microsoft, Linux, ORACLE, etc. (should provide copies of
certificates).
18 Bidder should have good technical command & authorized
service partnerships with IT assets including MNC / NC
branded manufactures, especially, HP‐Compaq, IBM, Dell,
Acer, Sony, HCL, Zenith, Epson, Samsung, etc. (should
provide copies of certificates).

19 Bidder should provide audited balance sheet copies of last

3 years along with the Technical proposal.

20 Bidder should have turnover of at least Rs. 100 Lakhs

from AMC / FMS services of IT infrastructure. (Only in
services not in sales).

21 The contract shall include all components including

Mother Board, HDD, RAM, SMPS, keyboard, mouse, printer
heads, printer spares and may exclude the consumables
like printer ribbons, Toner cartridges, Ink cartridges,
CDs/DVDs, etc.
22 A set of onsite spares should be maintained which should
include frequently failing parts like FDDs, SMPSs, various
types of add‐on cards, HDDs of various capacities, CD
Rom writers, etc.
23 Bidder should provide the Letter for acceptance of all
Terms and Conditions of the tender document.

Date: Signature of the Tenderer

Page 68 of 71
 Annexure: N

COMPLIANCE STATEMENT FOR FULFILMENT OF ELIGIBILTY & QUALIFYING CRITERIA.

Supporti
Sr. Complian ng
CIRTERIA
No ce Yes / documen
. No ts
A ELIGIBILITY CRITERIA
1 Self Certification for fulfilling the Eligibility Criteria is given.
2 Bidder is not having any record of having been black listed by any Govt. / Public sector organization in the last
Three years.
B FINANCIAL QUALIFYING CRITERIA
st
1 Bidder is a company registered under the Companies Act, 1956 since last 5 years as on 1 July, 2015.

2 Bidder has Sales Tax, Income Tax and Pan Card Registration Certificates

3 Bidder is registered with Excise.

4 Bidder is registered with CST/LST/Service Tax and MVAT certificates. (should enclose the copies)

C FINANCIAL CAPABILITIES

1 Copies of Audited Balance Sheet for last 3 financial Years (2012‐13, 2013‐14 & 2014‐15). The Bidder has
excellent Financial condition (Statement of account indicating that the firm is in profit for last 3 years is
furnished.)
2 Bidder has a turnover of at least Rs. 100 Lakhs from AMC / FMS services of IT infrastructure. (Only in services not
in sales). Statement of Annual Turnover for 2014‐15 is enclosed.

3 The Creditworthy Report of MIRA INFORM is submitted.

D TECHNICAL QUALIFYING CRITERIA

1 Bidder has at least 03 years of experience in successfully executing similar kind of maintenance contract in Govt. / Public

69
 Supporti
Sr. Complian ng
CIRTERIA
No ce Yes / documen
. No ts
/ Reputed Private sector organizations. (List of few clients, along with copies of Purchase Orders and Annexure
“C” enclosed.)

2 The List of sites under AMC / FMS during last 3 years, with a copy of the Purchase Order / Work Order for at least
one FMS / AMC Contract worth Rs. 25 lakhs or above per year is submitted.

3 Bidder has a dedicated & well‐equipped, Pune based Office, that will also act as a spare parts stocking center.

4 The escalation matrix elaborating organizational details is given.

5 The Mandatory ‘Site visit attended certificate’ issued by NCL is submitted.

6 Bidder has experience of successfully providing Facility Management and Maintenance Services for PCs, Printers,
Laptops, work stations, Thin Clients, etc. at a single customer having at least 1500 nodes. Client satisfactory certificate
is enclosed.

7 Bidder is experienced in maintaining Windows, LINUX, MAC based workstations for at least three years.

8 Bidder has skills and experience in help desk management services of min 1500 nodes. Client
satisfactory/experience certificate is enclosed.

9 Bidder has a service / repair center in Pune with technically qualified service engineers. List of maintenance
related equipment / facilities and Service Engineers available in the Pune center is provided along with the bid.

E BID SECURITY / EARNEST MONEY DEPOSIT

1 Earnest Money Deposit (EMD) of Rs. 50000/‐ (Rupees Fifty Thousand Only) in the form of Demand Draft /
Bank Guarantee submitted alongwith the Technical Bid.

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 Supporti
Sr. Complian ng
CIRTERIA
No ce Yes / documen
. No ts
F AUTHORISED SERVICE SUPPORT (DESIRABLE)

1 Bidder has a good technical command & authorized service partnerships with Sun Microsystems/ IBM/ Microsoft/
Linux/ ORACLE etc..(Copies of certificates provided).

2 Bidder has a good technical command & authorized service partnerships with IT assets including MNC / NC
branded manufactures, especially, HP‐Compaq/ IBM/ Dell/ Acer/ Sony/ HCL/ Zenith/ Epson/ Samsung, etc.

Date: Signature of the Tenderer

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