Annexure- B Terms and Conditions: 1.

This AMC covers comprehensive maintenance of the computers including its peripherals, systems and other accessories of IRDA including the computers, printers and other accessories provided by IRDA to its officers at their residences more particularly described in the anne ed schedule !hereinafter referred to as "#cheduled $%uipment" as per anne & A' on mutually agreed terms and conditions mentioned belo(. ). *endor shall provide for both preventive and remedial measures (hich includes free replacement of defective parts of devices, for the maintenance and up+eep of computers including its peripherals, systems and other accessories of IRDA including the computers, printers and other accessories provided by IRDA to its officers at their residences more particularly described in the anne ed schedule !hereinafter referred to as "#cheduled $%uipment" as per anne & A'. ,. *endor shall station %ualified and competent personnel at the premises of IRDA and shall provide details of such persons including their names, addresses etc. to the IRDA. It shall also inform the hierarchy of personnel to be contracted by IRDA in case of unsatisfactory performance of its authori-ed personnel. At least THREE qualified and competent service engineers T!o !it" Hard!are speciali#ation and one !it" $et!or% &peciali#ation' shall be present in the office of IRDA on a full-time (asis on all (or+ing days of the Authority including #aturdays for resolving computer related problems. The helpdes+ support (ould be provided by the engineers for all the des+tops !around 1./' and also the 0et(or+ Management related activates. 1. $ligibility criteria a. The vendor should be a registered company under companies act b. The vendor should be a business partner or Authori-ed #ervice 2rovider an one 3 more of the follo(ing brands li+e 42, I5M, Acer , Dell, 6enovo and 4C6 etc c. The should be providing AMC services for servers, des+tops, printers etc. for the past 1/ years d. The annual turnover of the company should be 7ne core and above. The proof for the turn over for the year )/1)&1, shall be submitted along (ith the tender document .. The onsite engineers shall be responsible for all soft(are related calls of all the des+tops installed at IRDA. 8. *endor shall submit the call logging reports on a daily&basis along (ith the status of the calls registered. A cumulative call logging report shall be submitted at the end of every along (ith the status of all the calls registered during the (ee+. All the user complains shall be closed on the same day. 2arts (hich are to be replaced shall be completed (ith )1 4rs or else standby should be provided) 9. *endor shall provide escalation matri to IRDA along (ith the contact details of the officials.

:. *endor s"all provide + computers !it" necessar, perip"erals and accessories having the latest configuration and also t"ree entr, level laser printers- t!o flat scanners as a stand (, in t"e premises of .R/A) ;. *endor s"all carr, out preventive maintenance once in t!o mont"s of all the computers including its peripherals, systems and other accessories of IRDA. The preventive maintenance shall include creation of $mergency dis+ette for the #ervers. The preventive maintenance shall be completed during the first (ee+ of every %uarter. 1/. The preventive maintenance activities includes but not restricted to the follo(ing< a) Cleaning of all s,stems (, *acuum Cleaner or suc" ot"er device as ma, (e permitted (, .R/A) b. Cleaning of mouse and CD&R7M Drives etc using cleaning li%uids and cartridges. c. Chec+ing hard dis+s 3 memory and other parts of the systems periodically. d. Running diagnostic tools. e. Any other preventive maintenance activity for smooth functioning of the =systems> at the re%uest of IRDA. 11. It is hereby clarified that all the parts of the Des+top systems including Monitors, ?eyboard, Mouse, 0et(or+ Interface cards, Internal modem cards, 7perating systems !Microsoft elated', Multimedia +it, spea+ers and mic are covered under the maintenance to be provided by the *endor. 1). 2rinters including plastic parts, fuser assemblies but e cluding toner cartridges shall be maintained by *endor. 1,. *endor shall immediately attend to any problem of IRDA (ith regard to the maintenance of its computers including its peripherals, systems and other accessories of IRDA particularly described in the anne ed schedule !hereinafter referred to as "#cheduled $%uipments" as per anne & A'. Replacement of parts shall be attended to on the day of the re%uest. 11. The Mean Time to repair !MTTR' any e%uipment during 7perations and Maintenance (ould be ) hours from time of logging the call. a. The Mean Time To Repair !MTTR' of T(o 4ours shall have the follo(ing clauses< b. All calls logged in by 1,.// 4rs on (or+ing days shall be resolved the same day. c. All calls logged in after 11.// 4rs shall be resolved by 11.,/ 4rs the ne t (or+ing day. d. All Calls logged in by 1/.,/ 4rs on @riday shall be resolved the same day 1). *endor shall guarantee a minimum uptime of ;:A during the maintenance period. *endor shall maintain a record of =brea+do(n and repair> of scheduled e%uipment, (hich shall be in the custody of the Authority. 1,. *endor shall ensure for proper interconnecting cables and po(er cables. 11. The scheduled e%uipment shall be serially numbered by vendor.

1.. *endor shall not have any obBection regarding the third party hard(are installation by IRDA, during the agreement period. 4o(ever, (hen ne( systems are added by IRDA, the payment to be made to vendor for additional responsibility of maintaining these systems in terms of this agreement shall be increased proportionately. #imilarly if there is any reduction in the number of computers to be maintained under this Agreement for any reason (hatsoever, the payment shall be proportionately reduced. 01) *endor s"all provide Ban% 2uarantee for 345 of A6C cost valid during t"e period of Annual 6aintenance) 7A86E$T TER6&: 19. In case, a system is not repaired or not attend to (ithin )1 hours or if no standby is provided, the payment for that %uarter for that system shall not be made. 09) .f t"e preventive maintenance is not carried out or dela,ed in an, quarter- a penalt, of 3:5 of t"e quarterl, pa,ment s"all (e recovered from t"e pa,ment due) 1;. 2ayment for each %uarter shall be made on a claim made by the vendor (hich shall %uote its 2A0 0o. and #ervice Ta 0o. in all such claims. )/. *endor shall not divulge any information to (hich it had access under this agreement. 0either vendor nor any of its authori-ed personnel shall indulge in unauthori-ed use of soft(are of IRDA. )1. *endor shall not publici-e this agreement for its sales promotion. CCCCCC