Terms & Conditions and Scope of Facility Management Services Contract

Terms & Conditions and Scope of Facility Management Services contract
1. Introduction
The following are the Terms & Conditions and scope of work for hiring personnel,
equipments and consumables for the facility management services and these shall
be supplemented by the user departments when they hire the services or invite
bidding/reverse auction process by adding the following details such as :
a. Availability of the existing equipments and its warranty/AMC details

b. Type of buildings, number of buildings, total area, age of buildings,
c. Number of persons working in the Department,
d. Type of materials and consumables which are required for the above services.
e. Contract validity period from six months, 1 year and 2 years.
The bidders are required to be registered in GeM portal and shall be indicating
the required details such as :
a. Number of persons required with different skill sets to maintain facility called for.
b. The equipments and the consumables used in the service of facility management
shall be of reputed make and lSI marked if products of lSI mark are available.
c. The service provider may also submit detailed breakup of utilizing the
equipments, the consumables which shall be used by them to maintain the
services and rate of individual items, and man hour rate and rate for the
personnel deployed as an attached document.
d. Administrative overheads charged by the bidder and minimum wage paid along
with contributions to EPF, ESI and similar charges.
2. Requirements to be fulfilled by service providers
1 The personnel engaged for the facility management services shall be the
employees of the service provider and will take their remuneration/wages from
the service provider.
2 They will have no claim of whatsoever nature including monetary claims or
any other claim or benefits from user department employing the service from
facility management service provider.
3 The service provider shall abide to and comply with the Labor Laws
central/state, Workmen Compensation Act, EPF Laws, ESIC Laws, Income
Tax Laws ,Minimum Wages Laws, Contract Labor (Regulations Abolition
Act), 1970 and the Rules made there under for the time being in force, or any
other law in force.
4 The service provider shall maintain complete official records of disbursement
of wages /salary, showing specifically details of all deductions such as ESI,
PF etc. in respect of all the staff deployed in premises of the client.
5 The service provider shall maintain a personal file in respect of all the staff,
deployed in Client's Office. The personal files shall invariably consist of
personal details such as name, address, date of birth, sex, residential address
(Temporary I Permanent and all grievances recorded by the staff vis-a-vis
action taken etc).
6 The service provider if called by user department shall submit the details of
amount deposited on account of EPF, ESI and Bonus etc in respect of the
deployed personnel to the concerned authorities from time to time. The
service provider if called for shall produce to the user department the details
of payments of statutory benefits like bonus, leave, relief etc. from time to time
to its personnel.
7 It shall also be the responsibility of the service provider to ensure that they
shall not employ any person below the age of 18 years old.
8 In case of service provider not having the required clearances or licences at
any point during the agreement, the agreement shall be terminated with
immediate effect under risk and cost of the service provider and without any
financial repercussions to the government and any pending work will be
arranged from alternate sources at the risk and cost of service provider.
9 The facility management service provider is required to ensure that sufficient
number of persons are employed with staggering duty timings etc so that
facilities will remain available during normal working hours as well as beyond
depending on the need.
10 In case of requirement of un-interrupted service 24x7 the required number of
persons considering 8 hour shift shall be provided.
11 There shall be a nodal person in the service provider organisation whose
contact details shall be shared and should be available for contact at all times
and shall be required to handle escalations in case of failure of facility
managers persons available in the premises. He shall also act as authority to
discuss various service issues with user department and try to arrive at
settlement in case of issues related to violation of service level agreement
provisions. Alternate official may also be nominated by service provider so
that in case of any difficulty in contacting one person, the other person can be
contacted.
12 The contractor shall make his own arrangement for commuting the personnel
required to manage the work to the premises where services are to be
rendered and no claim for offering residential accommodation shall be
accepted.
13 In case of delay in reporting for the work resulting in user department not able
to get services required as per schedule penalties for violation of service level
agreements shall be applicable as indicated elsewhere.
14 The facility manager service provider shall make available sufficient number
of lady staff also in case the user department prefers to man some places with
lady staff like reception, cleaning ladies toilet, ladies room etc
15 In case of services like maintenance the facility management service provider
should compile all details regarding equipment and services to be maintained,
Warranty/AMC details, requirement of spares and accessories etc so that
optimum output can be obtained.
16 In case of housekeeping functions the person engaged shall ascertain areas
to be cleaned, time schedule of cleaning, frequency of cleaning, the
equipments as well as materials to be used for cleaning etc so that the
requirements of user department can be followed and work done accordingly.
17 The help desk shall be acting as link between service calls and the persons
responsible for work in different areas. In case of any delay in adhering to the
time schedules or priorities or break downs in services the penalties indicated
elsewhere shall be applicable
18 The service provider shall provide uniforms to the different categories of
personnel sponsored by him and would also ensure that all the employees
wear appropriate uniforms and safety gear and adhere to the safety standards
wherever applicable. All staff would be in a neat, clean and well-groomed
appearance and should carry proper ID cards as provided by the service
provider including proper name badges. In case of violations suitable
penalties shall be applicable.
19 The service provider shall comply with all rules and regulations regarding
safety and security of its employees and the user department will in no way be
responsible in any manner in case of any mishap to its personnel.
20 The contractor shall cover its personnel for personal accident and death whilst
performing the duty and the user department shall own no liabilities and
obligations in this regard.
21 The staff of service provider shall be available at duty place in advance of
required time. They shall be issued pass for entering the premises and shall
be required to confine themselves in to the areas of work allocated and shall
not venture in to other areas. They shall be required to obey the orders
regarding the work to be handled in the premises of the user departments as
directed by the authorised person of the department or conveyed through help
desk.
22 In case of late reporting, any incidence of disobeying instructions or
misbehaving, suitable penalties for violation of agreement clause shall be
applicable as indicated elsewhere.
23 The service provider should ensure that their personnel do not consume
alcohol/do not smoke/do not take drugs in premises of user department.
Further all are required to have working mobile and numbers to be shared
with user department.
24 The housekeeping standards employed by service provider personnel must
be good in all respect. They must leave work areas in a clean, tidy and safe
condition at the end of each working period.
25 No work may be carried out above the heads of people or over gangway or
roads or near power cables unless all precautions have been taken to ensure
the safety of the person below, and until permission is given by user
department.
26 The service provider shall not transfer, assign or sublet any part of the service
contract once agreed as per terms of agreement in any manner or degree
directly or indirectly to any person firm or corporation etc.
27 The service provider shall be responsible for the discipline and conduct of the
personnel sponsored by them and in case the personnel lack in discipline and
are not able to carry out the work desiqnated, they shall provide replacement
services of suitable personnel and suitable penalty shall be applicable.
28 All legal & statutory compliances would be the responsibility of the service
provider. Further Continuous training of the employees would also be the
responsibility of the service provider so that their employees are able to
perform the work with the best professional competence.
29 It shall be the responsibility of service provider to obtain the feedback
regarding the service rendered and help desk shall be constantly monitoring
the complaints /requisitions received and liquidation of same regarding
different services
30 The user department shall comply with and fulfill the recommendations (if
any), made in writing by the service provider in connection with the
performance of the services. The user department shall notify the contractor
of any dishonest, wrongful or negligent acts or omissions of the service
providers employees or agents in connection with the services as soon as
possible after the they becomes aware of them.
31 The user department shall be making entries about the details of the persons
and the working hours, penalty details if any in the GeM portal and service
provider can also keep their own records and can reconcile with user
department records at time of billing.
32 While availing the services provided, user department shall not undertake any
monetary liability other than the amount payable to the contractor as per the
contract for the services of personnel provided by them. Other liabilities, if
any, shall solely rest with the service provider. Even if the user department
has to bear such liabilities on unforeseen circumstances/occasions, the same
shall be recovered from the service provider adjusting amounts payable to
them.
3. Confidentiality
The persons deputed by service provider shall ensure confidentiality with reference
to phone number and movement plans of the user department officials, details of
make of car, colour and number of any officer(s)/official(s),any other information,.
Location and movement plans. Meetings and conference schedules, site plan of the
premises, travel details of the officials and assets of the premises of user department
have to be ensured confidentiality.
In the course of the work carried out by the service provider persons, if they become
privy to certain information ("Confidential Information"), relating to user department
work including legal, financial, technical, commercial, marketing and business related
records, data, documents, reports, (whether or not the information is marked or
designated as "Confidential" or "Proprietary") it shall be their responsibility to keep all
Confidential Information strictly confidential and shall not, divulge such Confidential
Information to any person,. take all steps to protect the integrity of the Confidential
Information and to ensure against any unauthorized disclosure thereof; promptly
inform user department of any potential or accidental disclosure of the Confidential
Information and take all steps, together with user department to retrieve and protect
the said Confidential Information, ensure confidentiality regarding handling of all
information obtained within the Control Room, whether videotapes, snapshots,
written, verbal and other sensitive materials held within the Control Room and
premises of the user department.
4. Performance security deposit
The successful bidder have to deposit Performance Security Deposit (PSD) of a sum
equivalent to 5 % of the accepted contract value considering duration of contract and
charges per month in favour of user department to be specified in bid document
payable at place indicated by user department in form of Fixed Deposit Receipt
(FOR) made in the name of the agency/firm and hypothecated to user department
authority within fifteen days of the acceptance of the offer. The PSD shall remain
valid for a period of 3 months over and above the contract validity date. The PSD
would be refundable only after successful completion of the contract. In case, the
contract is further extended beyond the initial period, the PSD will have to be
accordingly renewed by the successful bidder. The Performance Security Deposit
(PSD) will be forfeited by order of the Competent Authority in the user department in
the event of any breach or negligence or non-observance of any terms & conditions
of the contract or for unsatisfactory performance or for non-acceptance of the
worker. If the service provider is called upon by the to deposit Security and the
contractor fails to provide the Security Deposit within the period specified such failure
shall constitute a breach of the contract and the Department shall be entitled to make
other arrangements at the risk, cost and expense of the service provider On due
performance and completion of the contract in all respect the Security Deposit will be
returned to the service provider without any interest on presentation of an absolute
No Demand Certificate in the prescribed form and upon return in good condition of
any items which may have been issued to the contractor, removing all the work tools
and equipments brought by service provider to premises and also hand over all
details of work completed etc to the satisfaction of user department .
5. Commencement of services
The contract shall become legally binding and in force only upon submission of
Performance Security Deposit and it is expected that the security deposit is
submitted and work commenced within 15 days of issue of the contract.
6. Termination of services
This contract may be terminated by either party by giving written notice to the other if
the other party is in material breach of its obligations under this Agreement and lor,
in the case of such breaches capable of being remedied, fails to remedy that breach
within 3 days of receiving notice of such breach. The notice period for termination
from shall be 15 days for both service provider and user department
The contract may however be terminated forthwith by the user department by giving
written notice to the service provider in case of breach of any of terms and
conditions of the contract by them, the service provider does not provide services
satisfactorily as per the requirements of the user department or I and as per the
Schedule of Requirements ,service provider goes bankrupt and becomes insolvent
and nothing will be payable by the user department in that event in that event and
the Performance Security Deposit in the form of Fixed Deposit Receipt shall be
forfeited
7. Insolvency
The user department may at anytime by notice in writing summarily terminate the
contract without compensation to the service provider in any of the following events,
that is to say:-
i) If the service provider being an individual or if firm, any partner in the
contractor's firm, shall at any time be adjudged insolvent or shall have a receiving
order or orders for administration of his estate made against him shall take any
proceedings for liquidation or composition under any insolvency not for the time
being in force or shall make any convenience or assignment of his efforts or enter
into any arrangements or composition with his creditors or suspend payment of if the
firm be dissolved under partnership act, or
ii) If the service provider being a company shall pass a resolution or the court
shall make an order for the liquidation of the affairs or a receiver or Manager on
behalf of the debenture holder shall be appointed or circumstances shall have arisen
which entitled the court or debenture holders to appoint a receiver or Manager.
ii) If the service provider commits any breach of this contract not herein specifically
proved for. Provided always that such termination shall not prejudice any right of
action or remedy which shall have accrued or shall accrue thereafter to the user
department and provided also that the service provider shall be liable to pay the
user department for any extra expenditure, he is thereby put to.
8. Settlements of disputes
Any claims, disputes and or differences (including a dispute regarding the existence,
validity or termination of this service agreement) arising out of, or relating to this
agreement including interpretation of its terms shall be resolved through joint
discussion of the authorized representatives of the concerned parties. However, if
the disputes are not resolved by the discussions as aforesaid within a period of 7
days, then the matter will be referred for adjudication to the arbitration of a sole
arbitrator to be appointed by the user department in accordance with the provisions
of the Arbitration and Conciliation Act, 1996 and Rules made there under including
any modifications, amendments and future enactments thereto and venue of
arbitration shall be the place of user department and the decision of the arbitrator
shall be final and binding on the parties. The service agreement shall be governed
by the laws of Republic of India and shall be subject to the exclusive jurisdiction of
the Courts where the user department is located.
9. Scope of Work
The following shall be the areas covered in scope of work.
• Operation & Maintenance (Covering utilities, services, and equipment

covering electrical, carpentry, plumbing, fire fighting, and office equipments).
• Housekeeping (Includes cleaning of floors, roads, terraces, and solar panels,
garages, pathways and streetlights etc)
• Pest Controls
• Horticulture including clearing of leaves
• Pantry services
• Front desk management
• Helpdesk management for coordinating various activities of facility
management carried out by service provider.
1. Operation & Maintenanceof utilities, services, and equipment
The scope of work covers Operations & Maintenances services pertaining

to upkeep & smooth working of the equipments with user department. Service
provider shall be deploying trained, experienced and competent technical
personnel for carrying out required Preventive Maintenance for the
equipments as per benchmarked maintenance practices I OEM manuals and
to Provide and maintain proper & efficient engineering services in the
premises. The personnel deputed shall be required to carry out
maintenance services as per the OEM service I operations manuals and may
also be required to Coordinate with AMC contractors for major equipments
which are to be covered under AMC by user departments for Break down
maintenance & follow up as required. Continuous efforts will be made to
minimize the down time of equipment.
All the consumable material such as material required for cleaning of
equipment and machinery, minor repairs of doors windows, furniture,
plumbing etc, major items such as Diesel and lubricating oil, spares/parts
needed for major repairs and maintenance will be provided by the user
department. The service provider may project the requirements to user
department. Scheduled servicing of major machinery/equipment (e.g AC,
Boiler, Fridge, lifts, generating sets, chiller plants, computers) of the user
department is required to be covered under the respective OEM warranty or
AMCs and will not be part of responsibility of service provider. However the
service provider persons shall provide Co ordination & monitoring required for
management and execution of the warranty / Maintenance contractors and by
their services during the period of their engagement and shall make efforts
& suggestions to reduce the AMC costs through alternate arrangements.
As a part of the duties the service provider persons shall help to ensure that
all equipment will be maintained at optimum operating levels. All scheduled
maintenance required for the upkeep of the equipment will be carried out and
tools & tackles required for the services will be supplied by the service
provider to the persons provided by them.
Depending on the requirements the service provider shall provide necessary

persons 24x7 manning for the Engineering services, continuous
monitoring of calls and complaints, work allocation to shift technicians and
follow up on work progress, generation of reports for maintenance,
maintaining & analyzing equipment operation logs for equipment,
Implementing preventive maintenance as per schedules & manuals, co
ordination in monitoring of OEM warranty/ AMC.
The number of persons required to accomplish the required support will be

depending on the details of equipments in the premises of user department
and the type of such equipments, nature of operation of the department etc. It
shall be the responsibility of the service provider to understand the needs and
indicate number of persons being provided for each service being offered .In
case it is found that more persons are needed to carry out the work effectively
over and above initially projected by service provider it shall be their
responsibility to ensure availability and no extra payment will be made for that
.The requirement of the number of persons to ensure the smooth working
taking the 8 hour shift time for one person and 6 days in a week. The
projected requirements regarding ensuring services 24x7 or any duration at
time of bidding is to be fulfilled
The service provider shall be required to arrange persons for work related to
Operations & Maintenance of areas indicated below and for all the work
covered materials required for the work shall be arranged by user department
and only tools and equipments for carrying out the services are to be
arranged by service provider persons. In case of delay in attending to
problems, break down of systems due to improper handling by service
provider person etc suitable penalties for violation of service level agreements
shall be levied as indicated elsewhere:
Electrical Maintenance:
The service provider shall be able responsible for checking Maintenance of

transformers involving Checking of oil level, temperature and topping up,
Operation of tap changers if required. Further they shall be required to provide
services for LT Panels, Distribution Boards such as Checking of connections,
vacuum cleaning of panels, Visual inspection, Insulation testing, testing of
relays & contactors, cleaning of contacts. The work will also involve routine
checking and tightening of all panel internals, cable connections, checking &
replacement of switches, sockets contactors, relays, cleaning of contacts for
proper & trouble free function. Switching ON/OFF of power panels, lighting
panels, capacitor banks, Emergency systems as required. Minor repairs of
equipment like geysers, kettles, and such other equipment shall also be
covered in that.
The service personnel shall also be required to undertake DG set inspection

for maintenance logging all parameters, routine checking in all respects,
operation in case of power failures and recording relevant data. Cleaning and
changing of Air filters, oil filters, Exhaust system checking & cleaning,
governor checking & checking of battery condition & topping up of electrolyte,
cleaning of radiator & topping of coolant should be carried out.
The service provider personnel shall be required to undertake work on

Lighting panels & fixtures, trouble shooting & Replacement of faulty
tubes/bulbs, fans, switches, sockets MCBs, Fuses etc. and other electrical
accessories wherever required.
The service personnel shall also undertake work related to Checking of UPS
panels, battery condition, checking of Electrolyte Levels and topping up and
minor repair related to the same.
The service provider person shall also be required to carry out any other
electrical maintenance work as required by the user department not covered
in the above work
All the spare parts required in repair/maintenance shall be arranged by the

user department and service person will be responsible for tools and
accessories required to carry out the maintenance and support. It shall be
responsibility of service provider to project requirement of all inventory
required in advance and help user department to arrange same.
Air conditioning systems
In case of centralized air conditioning system, the service provider shall

undertake work including recording the required parameters and log sheets
for the chiller & AC system, operation of chillers, pumps, cooling towers,
carrying out preventive maintenance of Air Handling Units, Fan Coil Units,
Ventilation system - Routine services like air filter cleaning, motor greasing,
belt tightening & replacement, motor & alignment, cleaning of cooling coils.
Checking and replacement of faulty valves, gaskets, drain line clearing.
Regarding chilled water pumps and condenser water pumps, work relating
to Operation of Pumps, maintaining pumps like impeller maintenance, motor
greasing, checking and replacement of faulty valves, gaskets etc
In the case of split AC or Window AC systems, the service personnel shall be

required to undertake job such as Cleaning of air filters, indoor unit grills &
filters through air blower, cleaning of the indoor unit body by wiping out the
dust etc. with wet cloth. Preventive Maintenance Services (PMS) and
replacement of filter if found damaged/unusable. Checking selector switch,
thermostat, relays, remote control, checking motor bushings, checking ground
connections, cleaning of blower and condenser fan, cleaning the evaporator &
condenser coils, checking and tightening of nuts & bolts, oiling the motors,
checking of the backup electrical power outlet/MC, checking of the drive
motors and fans, over-hauling of the AC, with chemical washing process,
Checking cooling efficiency, checking firmness of the supporting arrangement
for the compressor, blower motor, air conditioners casing and fixing of the air
conditioners etc. Replacement of any component of air conditioners (Outdoor
and indoor units, inlet and outlet Pipelines, electrical connections etc.) found
defective after the above checks and tests. Charging of Refrigerant Gas if
need arises.
The service provider person shall also be required to carry out any other work
as required by the user department not covered in the above work

accessories required to carry out the maintenance and support .It shall be the
responsibility of service provider to advise and project likely needs of spares
and items which may be required in advance so that user department can
ensure availability of same.
Mechanical Services
The plumbing services shall involve - Checking availability of water and

informing concerned authorities for further action, Water Pumps & Hydro
Pneumatic System - Operations and minor service of pumps like greasing,
checking alignment, tightening & replacement of gland packing, cleaning
strainers. All Drainage System - Checking and clearing drains choke ups,
Replacement of washers, taps & other fittings, cisterns, maintaining garden
sprinklers and hoses etc., Minor repairs to all Plumbing accessories.

accessories required to carry out the work. It shall be the responsibility of
service provider to advise and project likely needs of spares and items which
may be required in advance so that user department can ensure availability of
same.
Carpentry
Repairing covers creaky doors, repairs of the floor springs, door closures,
minor wood work and polishing/painting jobs & lamination, fixing of paintings.
Repair of the furniture and chairs, hanging, replacement of door/cupboard
locks, tightening loose screws on hinges, self supports
All the spare parts required shall be arranged by the user department and
service person will be responsible for tools and accessories required to carry
out the work. It shall be the responsibility of service provider to advise and
project likely needs of spares and items which may be required in advance so
that user department can ensure availability of same.
Firefighting Equipment
The service provider persons engaged shall be required to undertake

following services regarding fire fighting equipments:
Fire Hydrant and accessories: Operation and maintenance of fire fighting

system, including but not limited to Operations of fire Hydrant hoses in case of
emergency, testing of the same at regulars intervals for proper functioning,
Minor repairs to the system, Checking of Hose reel system, maintaining
required pressure in wet rise system, maintaining diesel stock at Diesel Pump,
maintaining records of tests.
Portable Fire Extinguishers - Checking & ensuring all fire extinguishers are in
working condition and initiate necessary actions for refilling etc & recording
related data, Regular cleaning of smoke detectors to avoid false alarms;
check & clean mimic panels & related systems for proper operations,
Coordination with OEM in case of major Break downs/problems.
All the spare parts required shall be arranged by the user department and
service person will be responsible for tools and accessories required to carry
out the work. It shall be the responsibility of service provider to advise and
Other Equipments
The service provider shall be required to provide persons covering

breakdown maintenance check and minor repairs of equipment like Security
equipment, PA system; Office Fax machines, Xerox Machines,
Projectors, Communication systems etc and shall be able to cover work as
indicated below in addition to any other related work not specified below. The
persons shall be available to take care of all work indicated and logging of
complaints can be coordinated through help desk.
CCTV Systems
The service provider should be able to undertake minor repairs/

repair/replacement of defective parts with the parts of equivalent or higher
specification. They are required to be able to help in relocation of security
cameras and time to time checking of proper connectivity of surveillance
systems. The CCTV systems shall be covered under AMClWarranty and the
facility management service provider person shall co ordinate with OEM/AMC
provider as per requirements.
They also shall be able to clean all hardware using suitable cleaning material
and supportive equipment. Preventive maintenance includes proper network
cabling and to resolve the issues with respect to faulty connections. The
service provider shall ensure the proper working of recording of the video
obtained from the CCTV cameras and necessary backup has to be taken in
the form of DVD/CD in the regular interval as instructed and may be required
to install antivirus software or any other software as per requirement.
All spare parts and accessories shall be arranged by user department and all
tools and testing instruments required for checking testing and attending to
routine maintenance and breakdowns shall be arranged by the Contractor. It
shall be the responsibility of service provider to advise and project likely
needs of spares and items which may be required in advance so that user
department can ensure availability of same.
Xerox and Fax Machine
The service provider shall be required to depute qualified and experienced

service persons for the upkeep and maintenance of the XeroX/Fax Machines
as and when required. They shall be able to carry out all minor repairs and
shall be required to coordinate with OEM if required in case of machines
covered under warranty. They shall be able to make preventive checks of the
machine to minimize the breakdown. In case user department do not have a
separate AMC for same, service provider person shall be required to attend to
all problems. All spare parts and accessories shall be arranged by user
department and all tools and testing instruments required for checking testing
and attending to routine maintenance and breakdowns shall be arranged by
the Contractor. It shall be the responsibility of service provider to advise and
EPABX
The service provider persons shall be able to service and maintain all wiring
work throughout the premises of user department along with all Cabling Work
(Indoor/ Outdoor/Underground), all the job work for different extensions. The
work will involve regular Servicing/Maintenance/Programming of MOF, IOF,
Crone Boxes, OBS, Leads, Rocket Boxes, etc. for all extension nos. of entire
organization, residential campus if applicable etc. The EPABX systems shall
be covered under AMClWarranty and the facility management service
provider person shall co ordinate with OEM/AMC provider as per
requirements. All spare parts and accessories shall be arranged by user
department and all tools and testing instruments required for checking testing
and attending to problems shall be arranged by the Contractor. It shall be the
responsibility of service provider to advise and project likely needs of spares
and items which may be required in advance so that user department can
ensure availability of same.
2. Housekeeping
The service provider shall provide persons for housekeeping activities covering
standard Cleaning Services and Procedures. For these services all consumables
such as chemicals, toilet paper, paper towels, and soaps for toilets shall be provided
by service provider. The consumables provided shall be reputed make and lSI
marked if available. The accessories for cleaning such as brooms, cleaning
cloth/sponges/wipes, mops, etc. are required to be available with the persons
provided by service provider for the work.. The timing of cleaning and number of
times to be cleaned during duty time and materials to be used for cleaning shall be
as indicated by user department at time of bidding but user department will be at
liberty to modify the requirements. List of some of the materials which are required
to be used in the cleaning such as Dettol Liquid soap in toilets/wash rooms,
Napthalene Balls, Phenyl liquid/DomexlFiniULizol, Toilet cleaner, Glass cleaning
agent, Tissue papers, Air Fresheners, Air perfume (Yardley/Lakme/Air Wick), Duster
{Rags), Acid (HCL), Toilet paper rolls, Disposable bags for garbage collection
(Biodegradable), Brooms of desired types, Toilet (WC) brushes, Liquid soap
(Hemocol) General toilets, Urinal cubes (Odonil), Cleaning powder (Vim/Surf), Wiper,
Platform brushes Buckets, Duster soft/white, Duster yellow, Mosquito repellants
(HIT/Baygon/FinitIHitIAir Wick), Colin/Mr. Muscles Spray. The details are only
illustrative and the user department may indicate the requirements. Similarly the
equipments required to be available for cleaning are such as Automatic Floor
Mopping Machine, Hand Grinder for rubbing marble & mosaic flooring, Stain cleaner,
Vertical cylinder machine for marble and mosaic flooring. Vacuum cleaner, Glass
cleaning kit, Scrubber drier, mopping machine of adequate capacity, Stand on and
ride on scrubber drier. It may be taken that the list is illustrative and not exhaustive
and the user departments, while inviting the bids can specify their requirements.
The following work shall be covered in the responsibilities of the house keeping
services.
Sweep clean all floor areas including Damp Moping of Tiles, Vitrified floors,
Kota/marble floors, staircases, elevators floor, sidewalls and podium entrance areas.
Floors shall be free of dirt, mud, sand, footprints, liquid spills, and other debris.
Chairs, trash receptacles, and easily movable items shall be moved to clean
underneath. When completed, the floor and halls shall have a uniform appearance
with no streaks, smears, swirl marks, detergent residue, or any evidence of
remaining dirt or standing water. After sweeping all floors, areas would be machine
scrub cleaned. Sweep Clean of debris from walkways and driveways and hose clean
them during appropriate climatic and water use conditions.
Vacuuming of rugs and carpets runners and carpet protectors so that they are free
of dirt, mud etc. Appropriate type of vacuum cleaner would be used to ensure
adequate cleaning and service provider shall arrange for the vacuum cleaner. When
completed, the area shall be free of all litter, lint, loose soil and debris. Any chairs,
trash receptacles, and easily moveable items, shall be moved to vacuum
underneath, and then replaced in the original position.
Washroom Cleaning Thorough cleaning and sanitization of toilets, bathrooms,

wash basins and shower facilities, using suitable non- abrasive cleaners and
disinfectants. All surfaces shall be free of grime, soap mud and smudges. - Cleaning
of mirrors, glass windows, etc. Replacement of paper towels, toilet paper, soap
dispenser in all bathrooms shall be performed.
Trash Removal Emptying all waste paper baskets, ashtrays (if applicable) from all
floor areas, and washing or wiping them clean with damp cloth, replacing plastic
waste paper basket linings and returning items where they were located. All waste
from waste paper baskets will be collected and deposited in the building's waste
containers. Dry & wet garbage would be segregated and dumped into designated
area within the premises.
Glass Surface Cleaning All glass at entrance doors of the premises would be
cleaned using damp and dry method. Glass tabletops, cabin doors, cabin partitions
and glass accessories would also be cleaned. Removal of grease marks or
fingerprints glass counters and partitions. This cleaning is done using approved all
purpose cleaner and lint free cloth or paper towels. The required cleaning cloth and
paper towels shall be arranged by service provider
Spot Carpet Cleaning Spot clean carpets whenever necessary to remove spots,
using appropriate product.
Damp & Dry Cleaning Wipe clean all White boards of meeting rooms, Conference
rooms, workstations, etc. Wipe clean all table tops of workstations, cubicles and
other furniture and fixtures.
Deep Cleaning Stairways, Surrounding Common Areas, Terraces, generator rooms,

AHU Rooms, Car parking, etc. Ceilings, Walls, Partitions, garagrs etc. - Toilets and
Washrooms.
Window Glass Cleaning Interior & Exterior glass will be cleaned on both sides,
throughout the building. Safety devices to be used for cleaning at the heights
Exterior cleaning of the glasses where accessible/at reachable height, dusting
window- sills and blinds.
Sanitizing Office - Desk, paper bins telephone instruments would be cleaned and
sanitized. All washroom dustbins would be thoroughly cleaned and sanitized. All
telephone instruments would be sanitized using disinfectants. Waste Bins from
Pantry and cafeteria areas would also be thoroughly cleaned and sanitized with
disinfectants. Thorough washing of all walls and doors of all toilets with appropriate
detergent and disinfect.
Sweep Cleaning - Sweep Cleaning external common areas like terrace, parking
areas, pathways, walkways, compound wall sides, streetlights etc.
Dusting & Wiping Dusting & wiping light fixtures, when completed the light fixtures
shall be free from dirt, grime, dust and marks.
Polishing Mansion Polish of furniture and other wooden fixtures where

applicable. Applying Metal polishes to accessories or door handles, hand railings, lift
walls, etc. where applicable.
Scrubbing - Scrubbing of all floor areas with scrubbing machines.
Fire exit stairs & main stairs - Fire exit stairs will be swept, mopped and dusted
once a day. Wall skirting, windows ledges and window glass (from inside) will be
cleaned on a daily basis. Handrails will be buffed on a daily basis. Fire exit doors
will be wiped and cleaned daily. Fire extinguishers will be dusted on a daily basis by
ensuring that Fire exit routes are clear without stacking of any material
Common Areas Entrances, car parks, paving, paths, roads within the campus,
grounds and the outside Premises must be maintained so that no graffiti, debris, litter
cigarette ends, dirt or spillages are apparent after cleaning. Regular cleaning of Solar
Panels - Cleaning of Terrace Empty all waste bins and replace in their original
locations Clearing and cleaning of all storm water drains, Litter picking, cleaning of
signage to be carried out at regular intervals. All hard paved areas to be cleaned
periodically through appropriate mechanized machinery
Solar panels cleaning and maintenance All solar panels for water heating will be
cleaned regularly and properly maintained shall be immediately reported to the
facility manager who in turn, will notify
3. Pest Control
The Service Provider is required to provide persons to manage the Pest Control
using permitted chemicals, (to ensure, as a minimum), covering of spraying floors/
corners for mosquitoes ,fumigation ,pest retardant treatment for all pests including
wood destroying insects, ,injection of non chemical insect baits shall be injected into
wall voids and areas likely to harbour insects for maximum preventive protection,
allowing for immediate occupation of treating areas, causing no problems to
electronic office equipment; Rodent control measures including mechanical and
adhesive monitoring traps shall be maintained in sub-floor areas and where
appropriate required throughout building. Service Public areas should be sprayed
with environmentalty safe anti - bacterial compound,. Drainage chambers should be
treated with pesticide and anti bacterial compound, Public areas of premises should
be fogged with appropriate insect killer to eliminate mosquitoes. All the chemicals
and solutions required shall be arranged by the user department and the tools
required for carrying out the work should be arranged by the service provider. The
requirement material and equipments shall be provided by the user departments and
the service provider shall advise on procurement of items.
4. Horticulture I landscaping
The Service Provider is required to provide persons for maintenance of complete

landscaping area including Lawns, maintenance of Potted plants (Outdoors and
Indoors), Tre~s, .shrubs, Hedges, Creepers, Ground corner, Supply of seasonal
pla~ts to ma~ntaln the aesthetics of the landscape as and when required. The
malntena~~e Includes timely cutting, pruning, watering, manure, spray of insecticide
and P~stlcldes, Proper dose of Fertilization, Cleaning of Landscape Areas, and
Plantation of Seasonal flowers as and when required.
All grassed areas shall be maintained in a neat, tidy and usable condition
appropriate to the designated use! location. The same shall be kept free of weeds,
moss or extraneous growth in healthy growth at a reasonable length. Following
grass cutting operations, all adjoining surfaces shall be free of any arising cuttings
etc. All landscaped grassed areas shall be kept neatly cut to the edge of the borders,
fence lines, building lines, path edges, hedge bases, tree bases etc. All grassed
areas shall be kept free of large accumulations of litter and foreign matter such as
stones, animal fences, bricks and glass. Apart from these service provider person
shall be required to carry out any other work related to maintaining grassed areas
The service provider person shall be able to carry out all horticultural works shall be
undertaken in a manner so as to maintain a pleasing, tidy appearance. All trees,
perennial plants and shrubs shall be maintained so that they are in healthy growth.
Trees and shrubs shall be kept to an acceptable height and form and are to be
pruned in accordance with good horticultural practice Plants or shrubs shall not
obstruct or encroach pedestrian or vehicular traffic routes All rose beds, shrubberies,
herbaceous borders, hedgerows, other garden areas etc. shall be clear of litter,
weeds, leaves, suckers, dead flower heads, rubbish, animal fences and other debris,
and remain in a neat and tidy condition at all times; All plants! trees and shrubs etc.,
which have or appear to be dying, should be removed and replaced as soon as
possible following removal of dead plant(s) by a suitable replacement. Apart from
above any other work related to horticultural works shall be required to be under
taken.
The service provider person shall be able to carry out all office planting works shall
be undertaken in a manner so as to maintain a pleasing, tidy appearance. All plant
specimens shall be maintained so that they are in healthy growth. All plant
specimens shall be kept to an acceptable height and form and shall be pruned in
accordance with good horticultural practice. A fully detailed asset register detailing all
plant specimens shall be kept by the Service Provider detailing type, location,
condition and frequency of visit for all plants on display at each location. All pots!
containers shall be cleaned and replaced where necessary. All plant specimens,
which have or appear to be dying shall be removed and replaced as soon as
possible following removal of dead plant(s) by a suitable replacement. Apart from
above any other work related to maintaining office plants and flowers.
The required items of Horticulture and landscaping activities, plants, manure and
fertilizers shall be arranged by the user department and the service provider should
advise on the subject.
5.Pantry Services
Service Provider will provide professional pantry service at premises by de~l~yment

of requisite staff as Instructed by the user department. The dep.l~yment,timings of
working and work schedules would be strictly under the Supervlsl~n and control of
the Service Provider. This is a service arrangement and does not Include supply of
any material or consumables by the service provider
The scope of the services would include the entire pantry related activities as defined
below for the entire premises and including all the buildings and workstations, cabins
and seating space used by the staff of the occupant within the said premises. The
detailed scope of service is as under:
• To ensure cleanliness and maintenance of all pantries & dining

areas/Cafeteria within the said premises all the time on daily basis.
• Pantry consumables etc. manufactured by reputed companies to be used for
Tea/Coffee operation, serving of cold drinks, biscuits etc. purposes in the
said premises would be purchased and supplied by the user department
• The pantry consumables, material which is bought by the user department
would be handed over to Service Provider for safe keeping, storing and
subsequent usage. The consumables, cutlery, crockery & other kitchen and
pantry material, inventory including its storage and usage details are to be
maintained by the service provider and the department would be entitled for
periodical check & audit by the Company at the said premises
• In case of absenteeism, Service Provider will provide replacement
• If no replacement is provided in case of workmen absenteeism, pro-rata
deductions shall be made on per day basis and deducted from gross
monthly contract payments
• If the Service Provider does not provide adequate replacement in case of
absenteeism or the work/service is/are incomplete or not to the satisfactory
levels, any additional expenditure incurred by the Company incurred for the
services will either be debited to Service Provider's account or it will be
deducted from Service Provider's monthly contractual payments
• Specific registers including attendance record of Service Provider's
personnel, materials stocks and consumption records of pantry related
materials brought into the said premises and handed over shall be
maintained by the Service Provider, which shall be open to verification by the
housekeeping co-coordinator nominated by the user department.
• The user department at the said premises would provide instructions
regarding broad work schedule of all the Pantry boys/stewards employed at
the said premises to the Service Provider's Supervisor and Manager, who
shall take up the things accordingly. However from time to time, the user
department may change the work and time schedules as per the site
requirements
• The service provider would ensure that the Kitchen/Pantry equipment!
machinery are used due care, skill and diligence and judiciously. Further, the
Service Provider shall ensure the following set of services are provided at
the site
• To Service tea/coffee/cold drinks/snacksllunch etc. in the conference areas
& to the visitors as per the schedule given by the user department & as and
when required
• To maintain pantry equipment and ensure the following:
• Keep all the vending machines and dispensers clean and in hygienic
condition at all times
• Top up all vending machines / water dispensers as and when required
• Wash guest crockery, dry them and properly store them immediate
after use.
• Clean the pantry working area and maintain proper hygiene level.
• Check the inventory of crockery and cutlery at regular intervals and
report to the Client
• Maintain and manage inventory of all pantry consumables
• Co-ordinate with maintenance of the vending machines and dispensers with
the Original Equipment Manufacturer (OEM)/authorized service agent
• To maintain and properly & carefully use, store and manage the crockery &
cutlery provided by the Client. The safekeeping, security would also be the
responsibility of the F.M Service Provider
6. Front desk management:
The scope of the service to be provided by Front Desk Management shall include but
not limited to the following:
a. To attend all the outside visitors

b. To escort VIPs/guests to senior officials
c. To attend to all incoming and outgoing telephone calls at reception
d. To maintain the visitor register and issue visitor entry passes to the concerned
and properly guide them to meet the required official in appropriate manner
e. To control the telephone exchange EPBX during working hours of the
organisation
f. For any function to be organised by user department anywhere in the city
front desk management to be provided.
g. The person to be deployed should be fluent in English and Hindi and local
language and preferably include females with minimum qualification as
graduation
h. Co-ordinate flower arrangements in the reception and other places in the
premises
i. To ensure that front desk is never let un-attended.
j. Proper co-ordination to be made with security officials
7.Helpdesk Management
The Helpdesk Services are for resolving the problems of user department regarding
different services on day today basis. The helpdesk will receive, log and track all
calls related to the end users in the facility. For calls/services it is not directly
responsible, these would be informed and escalated to the concerned user
department personnel as decided and communicated to the helpdesk from time to
time.
The main functions of the help desk are summarized below. The list is not
exhaustive and the user department can include more functions.
• While a standard Help-Desk needs to be manned and managed during office

hours Mon through Saturday, emergency helpdesk will be provided on a 2417
basis.
• The help desk to be maintained by qualified computer literate Help-Desk
Operators.
• Helpdesk will be allotted a dedicated Telephone Extension No. by user
department
• An emaillD will be provided for Help-Desk by user department
• Any problem logged in Help Desk either telephonically or through mail will be
registered by Help-Desk operator in a Complaint Register and allotted a
Unique No. on that date.
• Work orders will be made by Help-Desk operator and handed over to
respective personnel to attend to the problem
• Any Complaint Lodged in Helpdesk will be responded depending on nature of
the problem but not later than as referred in SLA and resolved within 2 hours
(routine Complaint) of logging the complaint.
• Once the call is closed the respective attendant will get the signatures of the
complainant on the work order. Helpdesk to counter check before closure of
any problems assigned.
• Resolution of the problem will be reconfirmed by the Help-Desk operator with
the complainant and then closed in the Register.
• At the end of each day, the unattended and pending problems will be carried
forward to the next day and a report of such problems will be prepared and
forwarded to the respective authorities in user department
• Provide daily, weekly, monthly MIS on the complaints received with status.
• All employees / security shall contact the Help Desk whenever there is a
problem.
• Help Desk lodge maintenance requests and reconfirm the location and
contact numbers.
• Help Desk personnel will prepare a Work Order accordingly and communicate
the same to an appropriate maintenance contractor authorized by the user
department
• Help Desk will communicate date and time when the maintenance Engineer /
Contractor will visit the premise of the user department wherever requirement
of calling maintenance engineer from OEM/AMC provided he is required or
work involving outside contractor is involved. This will be fixed as per the
convenience of the complainant section and communicated by telephone or
via email.
• The concerned section of the user department must sign the Work Order,
confirming satisfactory completion of works and consumption of material, if
any.
• In case the maintenance requirement involves the replacement of a high cost
item or a new requirement, Help Desk shall seek prior approval from user
department.
• Help Desk shall keep the complainant briefed about the progress and arrange
for the completion of the assignment on receipt of such approval.
• Help Desk is the sole service for the physical maintenance of the premises
and the scope of services will include electrical, plumbing, masonry, painting,
polishing, air-conditioning and carpentry problems, co-ordination for
installation and maintenance of air conditioner or other equipment, pest
control, Gardening/Landscaping and all services covered in facility
management contract.
8 The qualification I experience expected from persons by the Service

Provider for Facility Management Services.
SI.No. Manpower for Qualification and Experience expected

different
Services
1 Help Desk The person should be a Graduate from any
Operater discipline with experience of at least 2 years in
Facility Mana_gementservices
2 Electrician Should have hands on experience in operation and
maintenance of Electrical installations like DG sets,
Breakers, Contactors, Relays, DB's, Lighting
systems, cable terminations and wiring etc
Minimum Experience: Requires one year of
experience or as required per task order.
Minimum Education I Degree I Training Or
Certification: Possesses a high school diploma or
Equivalent Technical Certification or as required per
task order. Must possess Electric Wireman License.
3 AC Mechanic Should have hands on experience in operation and
maintenance of AC Plant (Chillers, AHU's, Chilled
water lines, PAHU's, CSU's, Split AC's etc.). Installs,
services and repairs environmental-control systems
in office buildings and other commercial
establishments, utilizin_gknowledge of refr!9_eration
theory, pipefitting and structural/mechanical layout.
Minimum Experience: Requires 1-3 years of
experience or as required per task order. Should
have knowledge of Operational parameters
adjustment
Minimum Education , Degree , Training Or
task order.
4. Helper for AC Assists AC Mechanics in routine maintenance and

inspections on existing systems.
Minimum Experience: Requires 1 year of related
experience involving building trades or operation and
service of buildings or AC or as required per task
order.
Certification: High school diploma or as required
_£_er task order.
5 Plumber' Will take care of all plumbing/carpentry/painting work
Carpenter' at Premises and shall have required experience in
Painter the work
Assembles, installs and repairs pipes, fittings and
fixtures of heating, water, and drainage systems,
plumbing fixtures, such as sinks, bathtubs, water
heaters, hot water tanks, garbage disposal units,
dishwashers, and water softeners according to
specifications and plumbing codes. Studies building
plans and working drawings to determine work aids
required and sequence of installations.
task order.
6 Fire Fighter Should be able to diagnose and rectify major/minor

faults related to Fire Access Control/Building
Management System (BMS) Operator
Should have knowledge of BMS and Access Control
System.
At least 2 years experience in the field.
7 Pest Should have knowledge of pesticides and at least 2
Controller years exposure in the field of pest control including
operation of the equl2ments.
8 Horticulturist Exposure to Horticulture and at least 2 years
experience in landscaping and horticulture including
o_Qeration of various equiQ_mentsand impJements
9 Cleaner Should have basic knowledg_e of Housekeeping
31
chemicals and their dilutions etc

Should have at least 2 years experience in operating
Single disc machines, vacuum cleaners etc.
10 Front Desk The persons to be deployed should be fluent in
Operator English and Hindi and local language and preferably
include females with minimum qualification as
graduation
11 Supervisor Reports to operations manager. Schedules and

monitors the overall facilities operations at a less
complex specific facility. Responsible for work
assignments, reporting, customer interface and
administrative paperwork at the assigned specific
facility. Performs functions within specific guidelines,
operating with limited latitude of managerial authority
to make operational and personnel guidance and
direction.
related experience or as required per task order.
Certification: Associate's degree or equivalent
related experience in civil, electrical, mechanical, or
industrial engineering; facilities management; or
other related field.
12 Manager Schedules and monitors the overall facilities
operations at a specific facility. Responsible for
work assignments, reporting, customer interface and
administrative paperwork at the assigned specific
facility. Performs functions with only general
guidelines, operating with wide latitude of
managerial authority to make operational and
personnel decisions, per company policy and
culture.
related experience or as required per task order.
Certification: Bachelor's degree or equivalent
related experience in civil, electrical, mechanical, or
industrial engineering; facilities management; or
other related field.
13 General Performs general maintenance and repair of

Maintenance equipment and buildings requiring practical skill and
Worker knowledge in such trades as painting, carpentry,
plumbing, and masonry. Work involves a variety of
the following duties: Repair work by using plaster or
compound to patch minor holes and cracks in walls
and ceilings, repairing or replacing sinks, water
coolers, and toilets, painting structures and
equipment, repairing or replacing concrete floors,
steps, and sidewalks; replacing damaged panelling
and floor tiles; hanging doors and installing door
locks; replacing broken window panes; and
performing general maintenance on equipment and
machinery.
as required per task order.
14 Helper Assists one or more workers in the skilled
maintenance trades by performing specific or
general duties of lesser skill such as keeping a
worker supplied with materials and tools; cleaning
working area, machine, and equipment, assisting
journey man by holding materials or tools; and
performing other unskilled tasks as directed by
workman. The kind of work the helper is permitted
to perform varies from trade to trade. In some
trades the helper is confined to supplying, lifting, and
holding materials and tools, and cleaning working
areas and in others, the worker is permitted to
perform specialized machine operations, or parts of
a trade that are also performed by workers on a full-
time basis.
Minimum Experience: Entry level or as required
per task order.
Certification: None or as required per task order.
15 Canteen Staff Shall be able to procure the food materials, cook as
per the menu listed and serve to the department
staff and officials. Responsible for keeping the area
neat and tidy. Shall be able to operate the
equipments and gadgets. Should have obtained
catering service diploma etc.
9 The format for the commercial proposals
The following tables indicate the format for calling the bids. The bidders shall be
going through the requirements projected while calling the bids and all the details
relating to premises where the facility management service is to be provided. The
user department may indicate the minimum number of work force required as per
their estimate for carrying out the work. The bidder shall indicate the number of
persons as offered by them to carry out the functions. They are also required to
indicate the qualification and experience for different categories of personnel to
be utilized in a separate statement. Wherever consumables and materials are
required to be provided by the service provider has been specified in the relevant
service areas. The rates may vary depending on the location and therefore, the
bidders are required to quote different rates for different regions.
Table-A
S.No Category Lump sum package Price in Rs exclusive of service tax

Service for six months/one and other levies per Equipment
year/two years (all the /Machine/Furniture
consumables and tools shall
be provided by the service
provider)
Operation & Maintenance
Pest Controls
Table-8

Service for six months/one and other levies per Sq ft Area
year/two years (all the
provider)
House keeping
Horticulture
Table-C

Service for six months/one and other levies per user (inclusive of
year/two years (The food consumables and other related items
items like cereals, oil, other than the food and groceries
groceries etc. shall be specified to be provided by the users)
provided by the user
Departments. However, other
misc. shall have to be
provided by the service
provider.)
Pantry Service
Table-D
S.No .Category Lump sum package Price in Rs exclusive of service tax

Service for six months/one and other levies per call
year/two years (all the
provider)
Front Desk Management
Help Desk Management
Table-E
S.No Category of Man power (all Price in Rs exclusive of service tax

the consumables and tools and other levies per person per hour
shall be provided by the
users)
Electrician
AC Mechanic
AC Helper
Plumber! Carpenter
Fire Fighter
Pest Control
Horticulturist
Cleaner
Front Desk Operator
Supervisor
Manager
Worker
Helper
Canteen Staff
Help Desk Operator
Table-F

the consumables and tools and other levies per person per day
users)
Electrician
AC Mechanic
AC Helper
Plumber! Carpenter
Fire Fighter
Pest Control
Horticu Iturist
Cleaner
Front Desk Operator
Supervisor
Manager
Worker
Helper
Canteen Staff
Help Desk Operator
Table-G

the consumables and tools and other levies per person per
shall be provided by the Month
users)
Electrician
AC Mechanic
AC Helper
Plumber! Carpenter
Fire Fighter
Pest Control
Horticulturist
Cleaner
Front Desk Operator
Supervisor
Manager
Worker
Helper
Canteen Staff
Help Desk Operator
Table-H

the consumables and tools and other levies per person half
shall be provided by the yearly
users)
Electrician
AC Mechanic
AC Helper
Plumber! Carpenter
Fire Fighter
Pest Control
Horticulturist
Cleaner
Front Desk Operator
Supervisor
Manager
Worker
Helper
Canteen Staff
Help Desk Operator
Table-I

the consumables and tools and other levies per person per year
users)
Electrician
AC Mechanic
AC Helper
Plumberl Carpenter
Fire Fighter
Pest Control
Horticulturist
Cleaner
Front Desk Operator
Supervisor
Manager
Worker
Helper
Canteen Staff
Help Desk Operator
Table-J

the consumables and tools and other levies per person for two
shall be provided by the years
users)
Electrician
AC Mechanic
AC Helper
Plumberl Carpenter
Fire Fighter
Pest Control
Horticulturist
Cleaner
Front Desk Operator
Supervisor
Manager
Worker
Helper
Canteen Staff
Help Desk Operator
10 Invoices and Bills
The service provider shall submit his monthly bills as per contract towards the
service rendered on the previous month and rate in the bid shall be invited on
monthly basis. The invoice for payment shall be generated within 7 hours after expiry
of month. The payment against the bills shall be effected by credit into the bank
account of the service provider through ECS/RTGS within 10 days from the date of
receipt of bills with supporting documents, complete in all respect. The service
provider will have to intimate the bank account number and other details of the bank
to enable the user department to credit the payment directly into the account.
User department shall be liable to pay the vendor full amounts on an invoice, that are
not the subject to any dispute, within 10 days after department's receipt of a valid
invoice that complies in all material respects in terms of the agreement. The payment
shall however be subject to any deductions such as penalties, statutory deduction
etc.
The service provider should be able to provide services for electrical, air-conditioning
and mechanical on 24X7 basis. Other services may be required at normal working
hours or extended working hours .However user department while inviting bidding
may specify special requirements if any for them.
Frisking and Checking: All contract staff will be thoroughly frisked at the time of their
leaving the office Premises or at any time if considered necessary by user
department. If any non conformity is observed on the part of service provider and
their staff then the service contract is liable to be terminated by following due
procedures
The above conditions shall be applicable for the service provider who is offering the
facility management services through e market portal and bidding against the
requirements projected by user department .The user department inviting bid may
also specify special requirements if any .These shall be in addition to general terms
and conditions applicable for the government e market portal. In case of any
contradiction between clauses stipulated in the general terms and conditions and the
special terms and conditions applicable for facility management the latter shall
prevail.
11. Penalties for violation of service level agreements
The penalties imposed for violation of service agreement clauses shall be notified by
user department as per the terms indicated. The service provider shall be given 3
days to respond to the levying of penalties and submit representations if any .The
representations shall be suitably considered by user department and decision taken
shall be final and binding. The penalties imposed shall be deductible from payments
due to service provider.
1. Incidents resulting termination of agreement:

Following incidents will be considered as reason for major penalties and
will attract immediate termination of services. The service provider
however will be notified about the violation and proposal to impose penalty
and shall have option to represent in 3 days time and after considering the
same if user department decide to impose the penalty same shall be
binding both.
S.No Incident
1 In the event of cancellation of any of the licences or statutory
permissions required for carrying out the service
2 In case the personnel of service provider found to have indulged in
any criminal activity in the user department premises.
3 In case the service provider have been found to have given any
intentionally wrong information misrepresented any facts in
selection process as service provider or subsequently or have
been blacklisted or banned by government agencies or facing any
criminal investiqations
4 In case of any misrepresentation while claiming the payment
5 In case it is found that there have been any violations of Labor
Laws ,Workmen Compensation Act, EPF Laws, ESIC Laws,
Income Tax Laws and Minimum Wages Laws, Contract Labour
(Regulations Abolition Act), 1970 or any other law
6 In case of repeated violation of any of the terms of the agreement
despite giving warnings on different occasions.
2. In order to assess the performance of the facility management service

provider the severity levels of different type of situations having impact on the
operations of the service provider is indicated below along with the response time to
start acting on the problem and the time expected to be taken in recovery. The
recovery may be an interim measure and the final resolution may involve the
procurement of spares, mobilizing AMC holder or OEM etc., but the service provider
is expected to find an immediate solution so that the activities of the user department
are not affected.
Severity levels and time allowed for attending to the problems under each level of
severity
Severity Impact of severity Response Time Recovery Status update

Levels Time to the
authorities of
the Dept. during
continuance of
the problem
Severity Severe impact on Immediate- on logging Within 60 Every hour
1 operation of the of the problem minutes
user department -
unable to operate
Severity user department's If problem is logged Within 4- Once a day or
2 operations are before 17:00 hours to 8 hours as desired by
degraded but, yet be attended on the authorities of
able to operate same day and if logged the user
(with back-up after 17:00 hours - to department
measures) discuss with the
authorities of whether
to be attended the
same day or next day
Severity Low impact on Problem to be attended Within 24 Once in two
3 user department to within same or next hours working days
operations - day after it's logging
though
detrimental, but
not an immediate
area of concern
Severity Zero impact on Problems to be Within 15 Once every 5
4 user department's attended to during days days
operations- course of preventive
required for breakdown
improving or for maintenance (as and
value addition to when)
services
3. The following indicate the broad description of problems which can be

categorized under each level of severity
Problem Problem Reported/Type of request

type/Level
Severity 1 Power shut down
All the DGs shut down
Power or AC Shut down
All elevators are non-functional
Shut down of Fire fighting/detection system
AC Shut down
Stock of diesel- NIL
Water supply to premises shut down
Complete shutdown of UPS
--------
Severity 2 Critical damage to Building Structure/Fac;ade
Serious problems with fire fighting/detection, AC and electric supply
systems (not amounting to shut down)
Water supply shut down to any of the building
Choking of Sewerage/drainage
Serious issues with premises
50% Elevators
Power supply not availing part of premises
------
Severity 3 Minor lapses in security, Parking problems/conflicts
Partial blockage in drainage/sewerage/water supply systems
Building maintenance issues
Issues with Common Areas & Amenities, Housekeeping, Minor
problems in AC/electrical/fire fighting & detection systems/ Lighting/
UPS point
-------
Severity 4 Civil infrastructure works, Housekeeping & Security services
Infrastructure works
Material shifting
------
4. The following are the penalties indicated for violation of the time levels
indicated for resolving the issues covered under different severity levels as
discussed above.
S.no Service level Penalties for Penalties for Penalties for

Penalties for
agreements non non non non
default compliance compliance compliance
compliance
first offence second third offence
for
offence subsequent
offence
Severity level 1 1% of bill 2% of bill 3% of bill Termination
amount amount amount of the
agreement
and
consequent
actions like
blacklisting
etc.,
Severity level 2 0,5% of bill 1% of bill 1.5% of bill Termination
amount amount amount of the
agreement
and
consequent
actions like
blacklisting
etc.,
Severity level 3 0.25% of bill 0.5% of bill 0.75% of bill 1% of bill
amount amount amount amount
Severity level 4 0.15% of bill 0.2% of bill 0.3% of bill 0.5% of bill
amount amount amount amount
"21
Note: The above penalties are only suggested and it will be preferable to leave
the decision regarding the penalties who may be calling the bid because the shut
down in full or partial will have different financial and other impacts depending on
the work carried out in the organization.
The service provider will be notified about the violation of service agreement
proposal to impose penalty and shall have option to represent in 3 days time and
after considering the same if user department decide to impose the penalty same
shall be binding.
5. The following are penalty stipulated for not adhering to the terms and conditions
which cannot be categorized under level of severity as far as functioning of the
user department is concerned.
S.no Service level Penalties for Penalties for Penalties for Penalties for
agreements non non non non
default compliance compliance compliance compliance
first offence second third offence for
offence subsequent
offence
1 In case the 0.1% of bill amount shall be deducted from monthly bill for
cleaning work each such occurrence In case of such occurrence of more
schedules are than 3 times in a month user department will be at liberty to
not adhered consider any administrative actions such as termination of
regarding agreement in total, black listing etc
timing of first
cleaning,
number of
times cleaning
required or
utilization of
required
cleaning
material etc .,
2 The cleaning An amount of An amount of An amount of Debarring of
work entrusted 0.1% of bill 0.15% of bill 0.20 shall be the particular
not done to the amount shall amount shall deducted worker for
satisfaction of be deducted be deducted from monthly any work in
user from monthly from monthly bill for each the user
department bill for each bill for each such instance department
such instance such instance premises
3 Other types of An amount of An amount of An amount of Debarring of
miscellaneous 0.1% of bill 0.15% of bill 0.2% of bill the particular
work entrusted amount shall amount shall amount shall worker for
not carried out be deducted be deducted be deducted any work in
to satisfaction from monthly from monthly from monthly the user
of user bill for each bill for each bill for each department
department such instance such instance such instance premises
4 In case of The cost of The cost of The cost of The
causing any the item or the item or the item or performance
damage to cost incurred cost incurred cost incurred of service
equipment or in repair shall in repair shall in repair shall provider
surfaces or be deducted be deducted be deducted shall be
areas or from the from the from the considered
accessories in service service service as adverse
the premises provider provider provider and
of user payments payments payments agreement
department can be
terminated
5 In case of any The person The person The person In case of
misbehaviour shall be shall be shall be more than 3
on the part of immediately immediately immediately such
service asked to go asked to go asked to go occurrences
personnel out of out of out of the service
deputed for the premises and premises and premises and agreement
work the job the job the job shall be
entrusted to entrusted to entrusted to terminated
him needs to him needs to him needs to
be carried out be carried out be carried out
by alternate by alternate by alternate
arrangements arrangements arrangements
from service from service from service
provider and provider and provider and
the person the person the person
shall have to shall have to shall have to
be removed be removed be removed
from rolls of from rolls of from rolls of
service service service
provider provider provider
6 In case of Fine of Fine of Fine of The service
service Rs.25/- will Rs.50/- will Rs.75/- will provider
provider be imposed be imposed be imposed shall be
personal not in case of in case of requested to
wearing second second remove the
uniform or offence by offence by worker.
wearing soiled the same the same
uniform or not worker worker
carrying
identification
7 In case of The cost of The cost of The cost of The
causing any the item or the item or the item or performance
damage to cost incurred cost incurred cost incurred of service
equipment or in repair shall in repair shall in repair shall provider
surfaces or be deducted be deducted be deducted shall be
areas or from the from the from the considered
accessories in service service service as adverse
the premises provider provider provider and
of user payments payments payments aqreernent
•
department can be
terminated
8 In case of Fine of Fine of Fine of The service
pantry service Rs.25/- will Rs.50/- will Rs.75/- will provider
related be imposed be imposed be imposed shall be
complaints in case of in case of requested to
regarding second second remove the
mode of offence by offence by concerned
serving time of the same the same pantry staff.
serving, quality worker worker
of tea coffee
etc.,
12. Reports Generation:
The following reports shall be generated by the service provider and provided to the
user department.
1. Monthly Report:
a) Consumption of consumables
i. Soft Service - covering help desk, housekeeping and pantry services
ii. Mechanical-plumbing, fire fighting etc.,
b) Electrical- DG set, transformer, electrical distribution etc.,
c) Civil- Gardening, carpentry, landscaping, pest control
d) Office equipments- CCTV, Zerox, fax, etc.,
e) AMC activities for the month with details
f) Help Desk MIS reports
g) Expense report - committed & Invoice amounts
h) Energy consumption - by utility, by premise
i) All deviations and exceptions which can be used in the penalty clauses.
j) Facility Inspection- The service provider must conduct regular
comprehensive facility inspection and perform any additional ones that will
maintain / enhance the appearance, operation, and safety aspects of all the
facility as approved by Company. The service provider shall indicate
frequency of inspection covering all premises and may obtain the signatures
of nodal officer of the user Department.
2. Quarterly Report covering the following

• Energy consumption analysis
• Self Analysis of performance
• Suggestions, if any, for modifications, up gradation with supporting estimate
Quarterly Self-Assessment Report in the prescribed format, with all necessary

supporting documents
3. Bi-annual Report covering the following:
• Comprehensive Analysis of each service
• Highlight Critical Issues I Problems with recommended solutions which should
contain the technical recommendations I alternatives, cost, time schedules,
etc. Customer Feedback Analysis
4. Annual Report containing the following:
• Energy Audit I Conservation measures
• Progress Report
5. MIS on procurement, statutory payments & on any other invoices processed
by Company
6. Any other reports as needed from time to time
,.
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~ Subservicecategory
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Item
ONUNSPC
Items/Parameters Whether
Typeof Mandatory
SI.No Value1 Value2 Value3 Value4 Value5 Value6 Value7 value8 value9 value10 Value11 Value12 Value13 Value14 Value15 ValidationRule Filter Priority Unit
field Field
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Service
categories
Validation
Operation& House Pest Horticultur Pantry FrontDesk HelpDesk Rs.Per
1 Ch (Mustbeselected Yes
Maintenance keeping Controls e Service ManagementManagement service
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Manpower Plumber/ +elp Validation(Must Rs.Per
2 deployment Ch Electrician AC AC Carpenter / Fire Pest Horticulturist Cleaner FrontDesk Supervisor Manager Worker Helper CanteenStaff Desk beselectedfrom Yes 2 man
Mechanic Helper Painter Fighter Controller Operator Operator dropmenu) power
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Validation(Must
3 N 200 400 500 1000 2000 3000 4000 5000 7000 10000 11000 12000 13000 14000 1~000 beselectedfrom Yes 3 Sq.Ft
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Terms &amp; Conditions and Scope of Facility Management Services Contract

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Terms & Conditions and Scope of Facility Management Services contract

a. Availability of the existing equipments and its warranty/AMC details

2. Requirements to be fulfilled by service providers

4. Performance security deposit

The following shall be the areas covered in scope of work.

• Operation & Maintenance (Covering utilities, services, and equipment

1. Operation & Maintenanceof utilities, services, and equipment

The scope of work covers Operations & Maintenances services pertaining

Depending on the requirements the service provider shall provide necessary

The number of persons required to accomplish the required support will be

The service provider shall be able responsible for checking Maintenance of

The service personnel shall also be required to undertake DG set inspection

The service provider personnel shall be required to undertake work on

All the spare parts required in repair/maintenance shall be arranged by the

Air conditioning systems

In case of centralized air conditioning system, the service provider shall

In the case of split AC or Window AC systems, the service personnel shall be

All the spare parts required in repair/maintenance shall be arranged by the

The plumbing services shall involve - Checking availability of water and

All the spare parts required in repair/maintenance shall be arranged by the

The service provider persons engaged shall be required to undertake

Fire Hydrant and accessories: Operation and maintenance of fire fighting

The service provider shall be required to provide persons covering

The service provider should be able to undertake minor repairs/

The service provider shall be required to depute qualified and experienced

Washroom Cleaning Thorough cleaning and sanitization of toilets, bathrooms,

Deep Cleaning Stairways, Surrounding Common Areas, Terraces, generator rooms,

Polishing Mansion Polish of furniture and other wooden fixtures where

The Service Provider is required to provide persons for maintenance of complete

Service Provider will provide professional pantry service at premises by de~l~yment

• To ensure cleanliness and maintenance of all pantries & dining

6. Front desk management:

a. To attend all the outside visitors

• While a standard Help-Desk needs to be manned and managed during office

8 The qualification I experience expected from persons by the Service

SI.No. Manpower for Qualification and Experience expected

4. Helper for AC Assists AC Mechanics in routine maintenance and

6 Fire Fighter Should be able to diagnose and rectify major/minor

chemicals and their dilutions etc

11 Supervisor Reports to operations manager. Schedules and

13 General Performs general maintenance and repair of

9 The format for the commercial proposals

S.No Category Lump sum package Price in Rs exclusive of service tax

S.No Category Lump sum package Price in Rs exclusive of service tax

S.No Category Lump sum package Price in Rs exclusive of service tax

S.No .Category Lump sum package Price in Rs exclusive of service tax

S.No Category of Man power (all Price in Rs exclusive of service tax

S.No Category of Man power (all Price in Rs exclusive of service tax

S.No Category of Man power (all Price in Rs exclusive of service tax

S.No Category of Man power (all Price in Rs exclusive of service tax

S.No Category of Man power (all Price in Rs exclusive of service tax

S.No Category of Man power (all Price in Rs exclusive of service tax

11. Penalties for violation of service level agreements

1. Incidents resulting termination of agreement:

2. In order to assess the performance of the facility management service

Severity Impact of severity Response Time Recovery Status update

3. The following indicate the broad description of problems which can be

Problem Problem Reported/Type of request

S.no Service level Penalties for Penalties for Penalties for

12. Reports Generation:

2. Quarterly Report covering the following

Quarterly Self-Assessment Report in the prescribed format, with all necessary

1--- NO:-ofUsers-Trl------ ---~----r_____-~-t------_t_------t_---r_~---~-- -..

R..",r- R~!L R.,!i ~~ ~~ R"'j'VI

Terms & Conditions and Scope of Facility Management Services Contract

Terms & Conditions and Scope of Facility Management Services Contract

R..",r- R~!L R.,!i R"'j'VI