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Catering Service
description
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Service Level Agreement

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1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Catering Service provider. The purpo
implementation of Catering Service at the buyer’s premises. This Agreement outlines the scope of work, buyer’s obligations and special te
covered as they are mutually understood by the stakeholders. The Agreement remains valid till completion of scope of services or end of
earlier) unless either superseded by a revised agreement mutually endorsed by the stakeholders or terminated by either of the parties th

2. Objective and Goals

The objective of this Agreement is to ensure that the proper elements and commitments are in place to ensure consistent delivery of serv
this Agreement are to:

Provide clear reference to service ownership, accountability, roles and/or responsibilities

Present a clear, concise and measurable description of service provision to the customer
Establish Terms and Conditions for all the involved stakeholders
To ensure that both the parties understand the consequences in case of termination of services due to any of the stated reasons
The agreement can also be modi ed on the mutual agreement of all the involved stakeholders

Thus, the agreement will act as a reference document that both the parties have understood the aforementioned terms and conditions a
same.

3. Stakeholders
Following are the stakeholders associated with this Service Level Agreement (henceforth: SLA):

Service Provider
Buyer
Paying Authority
The responsibilities and obligations of the stakeholders have been outlined in this document. The document also encompasses payment
adherence to the de ned terms and conditions. It is assumed that all stakeholders would have read and understood the same before sig

4. Service Scope
The Service Provider shall provide Catering Services in the Buyer’s premises as per details given below. The services like cleaning, mainten
provisioning of Potable drinking water or other materials/ consumables etc are also applicable under the Catering Services.

4.1 Service Requirements

1. During the period of agreement the Service Provider shall be fully responsible for entire catering arrangement at the Buyer Departmen
2. The Service Provider shall provide catering services in the Dining Area and/or administrative building premises of the Buyer Departmen
number of people mentioned by the Buyer.
3. The Service Provider shall provide varieties in Menu/Cuisine in consultation with Buyer Department.
4. The Service Provider shall provide adequate crockery, dispensers, serving utensils, hot/ cold Bu et chafers, table cloth and mats etc. of
kitchen and dining halls.
5. The Service Provider shall deploy adequate catering sta , trained and well experienced to ensure timely, e cient and prompt service. T
trained manpower services both in the dining hall and Administrative building (class rooms, conference rooms, VIP Lounge and Audito
manpower shall be deployed depending upon the number of programs/ events in progress on a day to day basis. The Service Provider
in the Administrative building for the purpose.
6. Serving of potable drinking water from the source to the dispensers and water coolers placed at all locations at the Buyer Department
Service Provider.
7. The waiters/serving sta shall be well dressed, presentable, well-mannered and trained.
8. The Service Provider shall arrange for any special type of equipments and apparatus if required for during catering service at his own c

4.2 Meal Packages

Regular Snack Box 1piece savoury (50gms) 1 sweet (40 - 1 Tetra pack
50gms) juice
[Samosa/
/Tea/co ee
Kachori/Upma/chips ] [Rasgula/
GulabJamun/ (150ml)
packed
sonpapdi /
biscuit pack]

Premium Snack Box 1piece savoury 1 sweet (60 - Chips 1 piece 1 Tetra pack
100gms) packaged juice /Tea/co ee
(50 - 70 gms)[Samosa/ (35gms)
namkeen
Kachori/Wada/Upma] [Rasgula/ (150ml)
GulabJamun/ (45gms)
Pastry]

Mini Meal 1 plate

rajma+rice(250gms)

Or

1 plate chole+rice

(250gms)

Or

1 plate Kadhi +rice

(250gms)

Regular Thali 1 veg/non-veg dish 1 dal Rice Plain raita 2 plain chapatti 1 dessert

(150gms) (150gms) (150gms) (100gms) (50gms)

Premium Thali 2 veg dish or 1 dal Rice raita 2 chapati/ naan/ condiments
Lacha prantha
1veg +1 non-veg dish (150gms) (150gms) (100gms)

(150gms each)

Regular Bu et Tea/Co ee+1 snack item Regular

veg/Non-
50ml+ 50gm
vegThali
(650gm)
 Premium Bu et Tea+1 snack Premium Tea(50 ml) +
veg/Non-veg 1 snack
50ml+ 50gm
Thali
(50gm)
(800gm)

Add-on Soft drinks/ fresh or

canned juice

(200ml)

Preparation of vegetrain dishes will be based on seasonal availability of fresh vegetables.

Condiments/ accompaniments will include pickle, chutney, and papadum
Desserts may include gulab jamun/rasgulla/seasonal halwa/mong dal halwa
Buyer department can change/modify any of the option available on Packages as on depending of event.
items available under one category should be of same price

4.3 Quality Maintenance

1. The Service Provider shall be well equipped to undertake Hygiene audit and report shall be submitted to Buyer Department. They shal
and quality audits as and when deemed necessary.
2. The eatables served by the Service Provider to the Guests shall be completely hygienic, free from any sort of adulteration or foreign ing
3. Vegetarian and Non Vegetarian dishes shall be prepared and served separately.
4. All vegetables, fruits etc. used shall be fresh and not rotten or overripe. Milk and milk products such as curd, yoghurt, cheese etc. shall
prepared and served fresh. All the items being used shall be stored properly and served before their expiry date. The Service Provider
hygiene and safety of cooking /serving area and the catering sta deployed.
5. Non-vegetarian dishes shall be prepared from fresh and good quality egg, chicken, mutton, Fish or other sea foods as desired by the b
purchased from the standard authorized shop. The pieces of non-vegetarian items shall not be too small or too big. Un-necessary shre
removed. The non-vegetarian items shall be washed and marinated properly before cooking.

4.4 Maintenance of Dining Hall/Cafeteria

1. The Service Provider shall prepare and serve the breakfast/ lunch/ dinner/ tea/ snacks, as per Menu, in a pleasing and presentable ma
clothes required for covering the serving table and dining tables shall be provided by the Service Provider.
2. Disposable paper napkins (of approved quality)/Cloth napkins shall be placed along with each plate while serving food.

5. Buyer’s Obligations
1. This Buyer Department shall provide a small room/space for supervisor & storage of materials etc. to the Service Provider free of cost
name of Service Provider shall be allowed on the room and nobody will be allowed to stay in the o ce unnecessarily after o ce hours
2. The Buyer Department shall provide su cient running water or stored water for cooking/ cleaning purposes and electricity for the app
Provider.

6. Service Provider’s Obligations

1. The Service Provider shall provide all serving utensils, crockery, dispensers, hot/ cold Bu et chafers, table cloth, mats, glass wear and a
running the canteen and serving the food decently at his own cost.
2. The Service Provider shall provide all the raw materials (fruits, vegetables, dairy, spices etc) and packaged food items for cooking/ servi
3. The Service Provider should follow the instruction of Canteen committee of the Buyer Department for the following:-

a. Catering arrangement

b. Raw materials being used

c. Quality and quantity of the eatable and drinks served

d. Condition of ttings and xtures

e. Sanitary arrangement and cleanliness

f. Hygiene of the canteen sta /worker

g. Sample checking of receipt of purchase

7. Special Terms and Conditions
1. The Service Provider will maintain its gadgets & equipment etc. in good working conditions with all safety measures at its own cost and
2. All persons, employed by the Service Provider shall be medically t for handling food and certi ed for tness before engagement by th
3. The Service Provider shall devote his full attention to the work of Catering and shall discharge its obligations under the agreement mos
4. Service Provider shall provide uniforms, identity card, name badges and safety items/kits, shoes etc. to its sta working in the Buyer De
wearing gloves and hair covers while cooking and serving food.
5. It shall be the Service Provider’s responsibility to take protective measures to protect the property and persons and prevent accidents
6. A senior level representative of the Service Provider shall visit Buyer premises at least once in contract period and review the service p
functioning of the services shall be carried out in consultation with and under direction of the Buyer Department.
7. The Service Provider shall not deploy or shall discontinue deploying the person(s), if desired by the Buyer and must ensure prompt rep
any additional cost to the Buyer. The personnel being deployed shall ordinarily be continued and should not be changed without writte
Buyer.
8. The Service Provider shall maintain good standard of food quality/services as indicated. In case the quality of food/services is not found
be issued to the Service Provider speci cally indicating the discrepancy.
9. The Authorized o cer/Committee of the Buyer shall be the sole authority to decide and judge the quality of the service rendered by th
matters and his decision shall be nal and binding.
10. The Service Provider shall ensure that the food items supplied are as per Government standards. If at any point of the time any penalt
Authority i.e. by Food Inspector of Food Department, the same shall be borne by the Service Provider.

8.1.Payment Terms
1. No advance payment in any case would be made.
2. The payment shall be made as per order.
3. The prices quoted shall be complete covering all aspects. The price shall be inclusive of all consumables required to provide service. Buye
penalties as per provisions of the contract.

8.2.Breach of contract
S.No Description Penalty

1 Non- Deployment of required manpower Penalise the Service Provider by 1% of the Monthly
personnel per incident.

2 Hygiene and Quality Concerns Penalise the Service Provider by 1% of the Monthly
personnel per incident

3. If employee is found responsible for any theft, loss and damages of Warning/counselling/Immediate replacement within
material/articles ne to be levied as decided by the buyer depending
the act

4. Cumulative Penalty Cumulative Penalty cannot exceed more than 10%

contract value.

Appendix A. - Appendices

A.1. Appendix: Eligibility Criterion for Service Provider

Sl. No. Criteria Basics for evaluation Supporting Documents Required

1 Legal Entity Valid Legal Entity Relevant supporting document

3 Certi cates FSSAI and ISO Copy of valid ISO or FSSAI certi cates to be
uploaded in the GeM website by Service
Provider.
A.2. Hygiene and Quality Audit

Food Preparation

Food indexing- the menus are being decided to

1 ensure food variety Yes No

Food Safety

Is the food prepared properly under hygienic

2 conditions Yes No

3 Are the prepared items covered properly Yes No

4 Proper cleaning of the utensils Yes No

Kitchen/Pantry Hygiene

5 Floors are hygienically clean Yes No

6 Walls are dust /damp free Yes No

7 Furniture is regularly cleaned Yes No

8 Washing area provides hygienic environment Yes No

9 Cooking counter is adequately clean Yes No

Condition of Equipment in Food Preparation

10 Work worthy Yes No

11 Clean Yes No

12 Safe to handle Yes No

Food Handler's Health

13 Periodical health check up done or not Yes No

14 Nail are cut clean and healthy Yes No

15 Head gears/caps are worn Yes No

16 Gloves are worn Yes No

Smoking, eating or chewing of tobacco, zarda,

gutka etc spitting are strictly prohibited –

 17 Prohibition observed or not Yes No

Hygiene of Eating Place

18 Floor is hygienically clean Yes No

19 Walls are dust/damp free Yes No

20 Furniture is regularly cleaned Yes No

Food Quality

Palatability is tasted by the Service provider’s

21 Representative Yes No

Freshness and warmth of the food served up to the

22 mark Yes No

General

23 Exhaust System is working Yes No

24 Garbage disposal is done regularly Yes No

25 Drainages system is functioning Yes No

26 Washing area provides hygienic environment Yes No

27 Service counter(s) are adequately clean Yes No

A.3. Quality Checklist- Cafeteria

Sl No. Issue Observation Remarks

Raw material received are branded ones and

1 stored properly Yes No

Food prepared properly and stored properly

2 under

3 Hygienic conditions

4 Prepared items covered properly

5 Utensils are properly cleaned

6 Floors are hygienically cleaned

7 Kitchen sta are in uniform

Service Boys are in uniform and wearing

8 gloves and caps

Potable Drinking water arrangements neatly

9 done

10 Utensil washing area is properly maintained

Dining hall and Tables in cafeteria properly

11 cleaned and dressed up

12 All items as per Menu provided

13 All items in orderly manner and are in a

14 presentable manner

15 Fingernails trimmed and clean

16 Bathing daily

17 Storage area/ fridge is clean

18 Exhaust system is working

19 Garbage disposal done regularly

20 Drainage system is functioning

21 Flies present in Kitchen and Dining Area

22 Fly Catcher working satisfactorily

Insect or Spider web seen in Kitchen and

23 Dining Area

24 Any Other Observation

25 Overall
Experience
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Rate Sheet
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Certi cates
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